From jon at snoopy.net  Fri Feb  1 02:35:42 2002
From: jon at snoopy.net (Jon Anhold)
Date: Fri, 1 Feb 2002 02:35:42 -0500
Subject: [rt-users] Ownership
Message-ID: <20020201023542.E7710@snoopy.net>

I really like the 'take ownership' model of RT, as opposed to the give or
assign ownershp model of most other ticketing systems.

What I'd really like to see would be some way of handing a ticket off to
somebody else where they then have to TAKE ownership.

For example, a ticket comes into the system to perform certain tasks. I
take ownership and perform the first couple of tasks and then need to hand
the ticket off to someone else for them to complete the next steps. 

Instead of modifying the ticket and _giving_ them ownership, it'd be really
nifty to somehow hand them the ticket so it shows up in their 'inbox' of
owned tickets, but then they need to TAKE ownership of the ticket and then
move forward completeing certain tasks, etc.

How difficult would it be to impliment something like this?

-j




From Rehan at nha.co.za  Fri Feb  1 03:03:33 2002
From: Rehan at nha.co.za (Rehan van der Merwe)
Date: Fri, 1 Feb 2002 10:03:33 +0200 
Subject: [rt-users] MySQL sometimes just dies
Message-ID: <FD2EC577E876CA418D08460A64646FBD011246A2@titan.nha.co.za>

Hi everyone,

This is probably more something for the MySQL lists, but since I only have
RT running on it, hopefully one of you will have experienced it too and have
some suggestions.

Quite often (once every couple of weeks at least) MySQL just dies - I have
checked the /var/log/mysqld.log files, but at best I can figure out from
there is that some mysqld processes hang.

Other things that go wrong is that my Attachments table get somewhat
corrupted.  So much so that I can't do a db dump.  I have to do a 'repaire
table Attachments' every once in a while to keep that sorted out.

One more thing that I have noticed is that some strange table-files where
created/last accessed about 2 weeks ago
The following files are inbetween my regular RT2 table files:

-rw-rw----    1 mysql    mysql        8920 Jan 17 10:59 #sql-166a_ab.frm
-rw-rw----    1 mysql    mysql    188874752 Jan 17 11:00 #sql-166a_ab.MYD
-rw-rw----    1 mysql    mysql        1024 Jan 17 10:59 #sql-166a_ab.MYI

As you can see, the .MYD file is rather big.  My Attachments.MYD file's size
is  741416440.  We have just over 19000 tickets on the system, of which the
first +/- 5000 was imported from RT1.

Any suggestion are welcome.  I not a MySQL guru in any way, so please ask me
for more diagnostics (and where to find them) if necessary.

Rehan van der Merwe
Neil Harvey & Associates (Pty) Ltd
http://www.nha.co.za
rehan at nha.co.za
Tel:  +27 21 6709237
Fax: +27 21 6709337




From toni.willberg at atbusiness.com  Fri Feb  1 03:06:11 2002
From: toni.willberg at atbusiness.com (Toni Willberg)
Date: 01 Feb 2002 10:06:11 +0200
Subject: [rt-users] problem: new ticket created on every mail if CC'ed to RT
Message-ID: <1012550771.6995.122.camel@toniw.in.atbusiness.com>

Morning.

I did not find any help from previous messages or RT website, so here we
go...

Sometimes a user in our company sends mail that has headers like:

 To: someuser at company
 Cc: rt at company       (this is being aliased to RT)

A ticket is created with correct ticket id and everything looks fine.

But now when that <someuser at company> replies to the mail he got from
original user he uses [reply to all] thus using "Cc: rt at company" in
mail. RT kindly creates a new request and ticket number for that mail
and sends autoreply to that person.

*

So the question is: how to tell RT that it should process Cc'ed mail
same way as if RT was in To: -field.

- Toni






From jon at snoopy.net  Fri Feb  1 03:38:55 2002
From: jon at snoopy.net (Jon Anhold)
Date: Fri, 1 Feb 2002 03:38:55 -0500
Subject: [rt-users] New since last view flag
Message-ID: <20020201033855.G7710@snoopy.net>

Is there a way to display if a ticket has been modified since the last time
I viewed it?

-j




From toni.willberg at atbusiness.com  Fri Feb  1 04:47:45 2002
From: toni.willberg at atbusiness.com (Toni Willberg)
Date: 01 Feb 2002 11:47:45 +0200
Subject: [rt-users] adminCcs not receiving notifications, mta error: "List:; syntax
 illegal"
Message-ID: <1012556865.6995.147.camel@toniw.in.atbusiness.com>

My RT can't send notifications to adminCcs, the mail seems to be in
incorrect format for Sendmail.



This is what I see in sendmail's mailq:

g119S2924740      388 Fri Feb  1 11:28 mail
                 ('AdminCc of Request Ticket #10037':;... List:; syntax
illega)
				       toni.willberg at company.com
				       otheradmin at company.com
				       thatadmin at company.com



And in maillog:

Feb  1 11:39:31 servername sendmail[24783]: g119dVX24783: g119dVY24783:
DSN: 'AdminCc of Request Ticket #10038':;... List:; syntax illegal for
recipient addresses



The configuration for queue watchers; Configuration > Queues >
Support-queue > Watchers:

Administrative Cc:

 Admin First:  otheradmin at company.com
 Admin Second: thatadmin at company.com
 Toni Willberg: toni.willberg at company.com

Those mail addresses we really use are valid and they work fine for
other than this AdminCc stuff.



It looks like RT has mixed Subject: and To: -fields for AdminCc
notifications.


Thanks for all help,

 Toni






From toni.willberg at atbusiness.com  Fri Feb  1 05:57:06 2002
From: toni.willberg at atbusiness.com (Toni Willberg)
Date: 01 Feb 2002 12:57:06 +0200
Subject: [rt-users] adminCcs not receiving notifications, mta error:
	"List:; syntax illegal"
In-Reply-To: <1012556865.6995.147.camel@toniw.in.atbusiness.com>
References: <1012556865.6995.147.camel@toniw.in.atbusiness.com>
Message-ID: <1012561026.6995.152.camel@toniw.in.atbusiness.com>

> This is what I see in sendmail's mailq:
> 
> g119S2924740      388 Fri Feb  1 11:28 mail
>                  ('AdminCc of Request Ticket #10037':;... List:; syntax
> illega)
> 				       toni.willberg at company.com
> 				       otheradmin at company.com
> 				       thatadmin at company.com
> 

And weirdly enough, it seems that later my mailq was empty and all the
mail that was in queue has been delivered to those AdminCcs correctly.

Anyone experienced the same?

I'm running sendmail-8.11.6-3 (RH rpm) and it's configured to use other
host as relay. The other MTA is CommunigatePro.


- Toni

 





From alesh at opensource-technologies.com  Fri Feb  1 06:09:59 2002
From: alesh at opensource-technologies.com (alesh at opensource-technologies.com)
Date: Fri, 1 Feb 2002 12:09:59 +0100 (CET)
Subject: [rt-users] adminCcs not receiving notifications, mta error:
 "List:; syntax illegal"
In-Reply-To: <1012561026.6995.152.camel@toniw.in.atbusiness.com>
Message-ID: <Pine.LNX.4.44.0202011209340.27145-100000@pleiades.domenca.com>

Did you comment the UserFriendly line in the config.pm as stated in the
readme and the file itself?

A.

On 1 Feb 2002, Toni Willberg wrote:

> Date: 01 Feb 2002 12:57:06 +0200
> From: Toni Willberg <toni.willberg at atbusiness.com>
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] adminCcs not receiving notifications,
>      mta error: "List:; syntax illegal"
>
>
> > This is what I see in sendmail's mailq:
> >
> > g119S2924740      388 Fri Feb  1 11:28 mail
> >                  ('AdminCc of Request Ticket #10037':;... List:; syntax
> > illega)
> > 				       toni.willberg at company.com
> > 				       otheradmin at company.com
> > 				       thatadmin at company.com
> >
>
> And weirdly enough, it seems that later my mailq was empty and all the
> mail that was in queue has been delivered to those AdminCcs correctly.
>
> Anyone experienced the same?
>
> I'm running sendmail-8.11.6-3 (RH rpm) and it's configured to use other
> host as relay. The other MTA is CommunigatePro.
>
>
> - Toni
>
>
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From toni.willberg at atbusiness.com  Fri Feb  1 06:24:38 2002
From: toni.willberg at atbusiness.com (Toni Willberg)
Date: 01 Feb 2002 13:24:38 +0200
Subject: [rt-users] adminCcs not receiving notifications, mta error:
	"List:; syntax illegal"
In-Reply-To: <Pine.LNX.4.44.0202011209340.27145-100000@pleiades.domenca.com>
References: <Pine.LNX.4.44.0202011209340.27145-100000@pleiades.domenca.com>
Message-ID: <1012562678.6995.157.camel@toniw.in.atbusiness.com>

On Fri, 2002-02-01 at 13:09, alesh at opensource-technologies.com wrote:
> Did you comment the UserFriendly line in the config.pm as stated in the
> readme and the file itself?
> 


Thanks!

Now I have this in config.pm and it works fine:


# RT can optionally set a "Friendly" 'To:' header when sending messages
to 
# Ccs or AdminCcs (rather than having a blank 'To:' header.
# This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL
# If you are using sendmail, rather than postfix, qmail, exim or some
other MTA,
# you _must_ disable this option.

#$UseFriendlyToLine = 1;
$UseFriendlyToLine = 0;






From bruce_campbell at ripe.net  Fri Feb  1 08:19:18 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 1 Feb 2002 14:19:18 +0100 (CET)
Subject: [rt-users] New since last view flag
In-Reply-To: <20020201033855.G7710@snoopy.net>
Message-ID: <Pine.LNX.4.44.0202011414430.3593-100000@x22.ripe.net>

On Fri, 1 Feb 2002, Jon Anhold wrote:

> Is there a way to display if a ticket has been modified since the last time
> I viewed it?

RT only records modification times, and not viewing times.  I'm not sure
if recording viewing times would be a Good Thing(tm).

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




From bruce_campbell at ripe.net  Fri Feb  1 08:29:21 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 1 Feb 2002 14:29:21 +0100 (CET)
Subject: [rt-users] problem: new ticket created on every mail if CC'ed
 to RT
In-Reply-To: <1012550771.6995.122.camel@toniw.in.atbusiness.com>
Message-ID: <Pine.LNX.4.44.0202011419230.3593-100000@x22.ripe.net>

On 1 Feb 2002, Toni Willberg wrote:

> Sometimes a user in our company sends mail that has headers like:
>
>  To: someuser at company
>  Cc: rt at company       (this is being aliased to RT)
>
> A ticket is created with correct ticket id and everything looks fine.
>
> But now when that <someuser at company> replies to the mail he got from
> original user he uses [reply to all] thus using "Cc: rt at company" in
> mail. RT kindly creates a new request and ticket number for that mail
> and sends autoreply to that person.

RT is working correctly.  The method by which RT adds correspondence to an
existing ticket is by the ticket token in the subject line.

If someuser at company replies to the copy that they received themselves, RT
has no tracking information.  If someuser at company replies to the copy that
they received via RT, RT will then have it's normal tracking information.

This is really a user education issue in getting them to reply to the copy
with the RT tracking information.

On methods of getting RT to magically know that something without it's
tracking information should go in an existing ticket would be for
rt-mailgate to have the following logic:

	Does the message have my tracking info in the subject line?

		No.  Does it have an 'In-Reply-To' or similar field?

			Yes.  Is the Message-Id in this field a match for
			any Message-Id stored in the Attachments database?

				Yes.  Load Ticket, chastise user for not
				including RT tracking information.

				No.

			No.

		Yes.  Load ticket

	Do we have a Ticket?

		No.  Create Ticket.

	Do we have a Ticket?

		Yes, add correspondence.

		No.  Panic.

	end.


This has a few gotchas of course, particularly when some intentionally
removes the RT tracking information in order to get RT to create another
ticket (eg, the reply is actually on another matter)

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





From bruce_campbell at ripe.net  Fri Feb  1 08:33:44 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 1 Feb 2002 14:33:44 +0100 (CET)
Subject: [rt-users] Ownership
In-Reply-To: <20020201023542.E7710@snoopy.net>
Message-ID: <Pine.LNX.4.44.0202011429340.3593-100000@x22.ripe.net>

On Fri, 1 Feb 2002, Jon Anhold wrote:

> For example, a ticket comes into the system to perform certain tasks. I
> take ownership and perform the first couple of tasks and then need to hand
> the ticket off to someone else for them to complete the next steps.
>
> Instead of modifying the ticket and _giving_ them ownership, it'd be really
> nifty to somehow hand them the ticket so it shows up in their 'inbox' of
> owned tickets, but then they need to TAKE ownership of the ticket and then
> move forward completeing certain tasks, etc.

How does:

	modify ticket, give someone ownership

differ from

	modify ticket, indicate in some way that they should take it

?

Have you looked at http://www.fsck.com/pub/rt/contrib/2.0/NotifyOldOwner/
and http://www.fsck.com/pub/rt/contrib/2.0/OwnerChange/ ?

( These give you the ability to have RT email people when the ownership of
  the ticket is changed )


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




From sc2 at gmx.at  Fri Feb  1 08:32:47 2002
From: sc2 at gmx.at (sc2 at gmx.at)
Date: Fri, 1 Feb 2002 14:32:47 +0100
Subject: [rt-users] virtual hosts
Message-ID: <000901c1ab24$f0566250$e492633e@anonymous>

any ideas about the virtual hosting problem?




From darrinw at nixc.net  Fri Feb  1 08:50:26 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Fri, 1 Feb 2002 08:50:26 -0500
Subject: [rt-users] problem: new ticket created on every mail if CC'ed to RT
In-Reply-To: <1012550771.6995.122.camel@toniw.in.atbusiness.com>; from toni.willberg@atbusiness.com on Fri, Feb 01, 2002 at 10:06:11AM +0200
References: <1012550771.6995.122.camel@toniw.in.atbusiness.com>
Message-ID: <20020201085025.J54779@wh-inc.net>

  |+ But now when that <someuser at company> replies to the mail he got from
  |+ original user he uses [reply to all] thus using "Cc: rt at company" in
  |+ mail. RT kindly creates a new request and ticket number for that mail
  |+ and sends autoreply to that person.
  |+ 
  |+ So the question is: how to tell RT that it should process Cc'ed mail
  |+ same way as if RT was in To: -field.
  |+ 

When RT creates a ticket, and it auto-generates a response email to the 
person opening the ticket (that is, if you have the OnCreate Scrip 
setup).  The subject line is something like:

[foo.net #421] <subject>

It makes no difference if the RT alias is in the To: field or the CC: 
field, as long as the portion of the subject with the ticket ID is there.

If the user is deleting the subject, RT has no way of knowing what ticket 
it belongs too.





From darrinw at nixc.net  Fri Feb  1 08:54:58 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Fri, 1 Feb 2002 08:54:58 -0500
Subject: [rt-users] virtual hosts
In-Reply-To: <000901c1ab24$f0566250$e492633e@anonymous>; from sc2@gmx.at on Fri, Feb 01, 2002 at 02:32:47PM +0100
References: <000901c1ab24$f0566250$e492633e@anonymous>
Message-ID: <20020201085458.K54779@wh-inc.net>

  |+ any ideas about the virtual hosting problem?

What "virtual hosting" problem?




From toni.willberg at atbusiness.com  Fri Feb  1 08:44:52 2002
From: toni.willberg at atbusiness.com (Toni Willberg)
Date: 01 Feb 2002 15:44:52 +0200
Subject: [rt-users] problem: new ticket created on every mail if CC'ed
	to RT
In-Reply-To: <Pine.LNX.4.44.0202011419230.3593-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0202011419230.3593-100000@x22.ripe.net>
Message-ID: <1012571092.11421.167.camel@toniw.in.atbusiness.com>

On Fri, 2002-02-01 at 15:29, Bruce Campbell wrote:


> RT is working correctly.  The method by which RT adds correspondence to an
> existing ticket is by the ticket token in the subject line.
> 
> If someuser at company replies to the copy that they received themselves, RT
> has no tracking information.  If someuser at company replies to the copy that
> they received via RT, RT will then have it's normal tracking information.

This is true. I forgot that there is no subject that RT could track. 

> 
> This is really a user education issue in getting them to reply to the copy
> with the RT tracking information.
> 

Yep. It sounds more easy than it will be in real life. =)


> On methods of getting RT to magically know that something without it's
> tracking information should go in an existing ticket would be for
> rt-mailgate to have the following logic:
> 
> 	Does the message have my tracking info in the subject line?
> 
> 		No.  Does it have an 'In-Reply-To' or similar field?
> 
> 			Yes.  Is the Message-Id in this field a match for
> 			any Message-Id stored in the Attachments database?
> 
> 				Yes.  Load Ticket, chastise user for not
> 				including RT tracking information.
> 
> 				No.
> 
> 			No.
> 
> 		Yes.  Load ticket
> 
> 	Do we have a Ticket?
> 
> 		No.  Create Ticket.
> 
> 	Do we have a Ticket?
> 
> 		Yes, add correspondence.
> 
> 		No.  Panic.
> 
> 	end.
> 
> 


> This has a few gotchas of course, particularly when some intentionally
> removes the RT tracking information in order to get RT to create another
> ticket (eg, the reply is actually on another matter)
> 

Well user education it is then untill someone implements that logic to
rt-mailgate. :|

Thanks,
 Toni






From Michael.BLK at Freezone.co.uk  Fri Feb  1 08:46:54 2002
From: Michael.BLK at Freezone.co.uk (Michael Bielicki)
Date: 01 Feb 2002 13:46:54 +0000
Subject: [rt-users] question about userid <-> email address
Message-ID: <1012571215.3329.15.camel@hagbard.freezone.co.uk.freezone.co.uk>

Hiya,
I have a question that is hopefully easy ...
We are using RT for our customer support and admin department. Now,
since the tickets are all owned on creation by the email address from
where they are coming from, we have 3 problems:

1. How do we find the customer details if the email address differes
from his registered one in the customer database system we have ?

2. How does the customer refer to a ticket if his email address changes
? Problem is: email does not work and he has to use a different mailbox
for corespondece ?

3. Would it be possible to automatically add the customer id somehow to
the ticket ?

cheers 
Michael


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From sc2 at gmx.at  Fri Feb  1 09:31:25 2002
From: sc2 at gmx.at (sc2 at gmx.at)
Date: Fri, 1 Feb 2002 15:31:25 +0100
Subject: [rt-users] .re virtualhost
Message-ID: <000501c1ab2d$2152d840$e492633e@anonymous>

hello sorry now again the mail , dave means i should again post this..

i have apache new compiled with fastcgi as alternative to mod_perl

>httpd -l
Compiled-in modules:
  mod_php4.c
  mod_fastcgi.c
 (..the rest i have cut)..

the virtual host entry looks like
<VirtualHost ip>
                DocumentRoot /home/rt/WebRT/html
                ScriptAlias /cgi-bin/ /home/usr/dfe/cgi-bin/
                AddHandler fastcgi-script fcg fcgi fpl
                ServerName sub.domain.at
                SetHandler fastcgi-script
                FastCgiServer /home/rt/bin/mason_handler.fcgi
                ScriptAlias / /home/rt/bin/mason_handler.fcgi/
        </VirtualHost>

but the problem is if i go to the URL the error log says (see down)
but the file is edit, and /home/rt/etc in location, the permissions are
ok..(original rt installation)
with
r-x-r-x-- root     rt    config.pm
i have try too with (because apache is running under wwwrun/nogroup ..it is
set in Makefile of rt)
r-x-r-x-r-x root    rt    config.pm
but...

[Fri Feb  1 15:20:14 2002] [warn] FastCGI: server
"/home/rt/bin/mason_handler.
Can't locate config.pm in @INC (@INC contains: /home/rt/etc /home/rt/lib
/usr/
BEGIN failed--compilation aborted at /home/rt/bin/mason_handler.fcgi line
39.
[Fri Feb  1 15:20:15 2002] [warn] FastCGI: server
"/home/rt/bin/mason_handler.

any ideas what i have made wrong
thank you n sorry




From netsaint-users at lists.netways.de  Fri Feb  1 06:41:47 2002
From: netsaint-users at lists.netways.de (netsaint-users)
Date: Fri, 1 Feb 2002 12:41:47 +0100
Subject: AW: [rt-users] Table Row Links
Message-ID: <BCC3512209E05946985DFC040E858BF00731BD@net-mail.int.netways.de>

> I've seen some other places on the web where they have an 
> entire table row
> as a hyperlink.. with neat mouseover highlights and stuff.

Hi, for the OnMouseOver Effect, you could use:

<TR bgcolor="#dddddd"
onmouseover="javascript:style.background='#ffffff'"
onmouseout="javascript:style.background='#dddddd'">



From bam at miranda.org  Fri Feb  1 09:09:06 2002
From: bam at miranda.org (Bret Martin)
Date: Fri, 01 Feb 2002 09:09:06 -0500
Subject: [rt-users] Ownership 
In-Reply-To: Message from Jon Anhold <jon@snoopy.net> 
             of "Fri, 01 Feb 2002 02:35:42 -0500."
             <20020201023542.E7710@snoopy.net> 
Message-ID: <20020201140906.5846.qmail@iris.miranda.org>

On Fri, 01 Feb 2002 02:35:42 EST Jon Anhold wrote:
> Instead of modifying the ticket and _giving_ them ownership, it'd be really
> nifty to somehow hand them the ticket so it shows up in their 'inbox' of
> owned tickets, but then they need to TAKE ownership of the ticket and then
> move forward completeing certain tasks, etc.
> 
> How difficult would it be to impliment something like this?

The way we accomplish this is by convention: the "new" status means a 
ticket hasn't been acknowledged.  "Open" means it has.

So, when things come into a general queue, my manager and I move them 
to the right queue and owner.  The others in our group can look for 
"new" tickets assigned to them.

--Bret





From rt at stuff.f00l.org  Fri Feb  1 10:35:32 2002
From: rt at stuff.f00l.org (Scott)
Date: Fri, 1 Feb 2002 10:35:32 -0500 (EST)
Subject: [rt-users] Unable to start Apache after installing rt
Message-ID: <Pine.LNX.4.44.0202011022480.20867-100000@eclipse.f00l.org>

Having some problems getting Apache going after I installed rt.  I'm
running Solaris 8 on a Sparc.

When I untar rt and run make testdeps it shows all the perlmods are
found..

$ make testdeps
/usr/bin/perl ./tools/testdeps -warn mysql
Checking for DBI 1.18 ...found
Checking for DBIx::DataSource 0.02 ...found
Checking for DBIx::SearchBuilder 0.48 ...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

When I try to start Apache w/ modperl it gives me the following errors..

[Fri Feb  1 09:28:41 2002] [error] Can't load
'/usr/perl5/site_perl/5.005/sun4-solaris/auto/Apache/Cookie/Cookie.so' for
module Apache::Cookie: ld.so.1: ../bin/httpd: fatal: relocation error:
file /usr/perl5/site_perl/5.005/sun4-solaris/auto/Apache/Cookie/Cookie.so:
symbol perl_request_rec: referenced symbol not found at
/usr/perl5/5.00503/sun4-solaris/DynaLoader.pm line 169.

 at /usr/perl5/site_perl/5.005/sun4-solaris/mod_perl.pm line 65535
BEGIN failed--compilation aborted at /usr/local/rt2/bin/webmux.pl line 80.

Syntax error on line 876 of /usr/local/apache-modperl/conf/httpd.conf:
Can't load
'/usr/perl5/site_perl/5.005/sun4-solaris/auto/Apache/Cookie/Cookie.so' for
module Apache::Cookie: ld.so.1: ../bin/httpd: fatal: relocation error:
file /usr/perl5/site_perl/5.005/sun4-solaris/auto/Apache/Cookie/Cookie.so:
symbol perl_request_rec: referenced symbol not found at
/usr/perl5/5.00503/sun4-solaris/DynaLoader.pm line 169.

 at /usr/perl5/site_perl/5.005/sun4-solaris/mod_perl.pm line 65535 BEGIN
failed--compilation aborted at /usr/local/rt2/bin/webmux.pl line 80.

  Here is what my httpd.conf entry looks like..

<VirtualHost mydomain>
DocumentRoot /usr/local/rt2/WebRT/html
ServerName mydomain
PerlModule Apache::DBI
PerlFreshRestart On
PerlRequire /usr/local/rt2/bin/webmux.pl
<Location />
SetHandler perl-script
 PerlHandler RT::Mason
</Location>
</VirtualHost>

  If I comment out 'use Apache::Cookie;' in webmux.pl the webserver will
start, but then it complains because of the undefined subroutin.  I've
tried reinstalling libapreq-0.33 but it doesn't help.

  Please let me know if you need any further information.

 Any help would be greatly appreciated.  I'm stuck.

-Scott





From bruce_campbell at ripe.net  Fri Feb  1 10:50:50 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 1 Feb 2002 16:50:50 +0100 (CET)
Subject: [rt-users] .re virtualhost
In-Reply-To: <000501c1ab2d$2152d840$e492633e@anonymous>
Message-ID: <Pine.LNX.4.44.0202011648240.3593-100000@x22.ripe.net>

On Fri, 1 Feb 2002 sc2 at gmx.at wrote:

> [Fri Feb  1 15:20:14 2002] [warn] FastCGI: server
> "/home/rt/bin/mason_handler.
> Can't locate config.pm in @INC (@INC contains: /home/rt/etc /home/rt/lib
> /usr/

/home/rt/etc is probably set to the incorrect permissions for the wwwrun
user to access it.  Please check the permissions on the /home/rt/etc and
/home/rt directories.  ( If the user doesn't pass the directory
permissions, they can't get the file )


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




From Kendric.Beachey at garmin.com  Fri Feb  1 10:52:06 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Fri, 1 Feb 2002 09:52:06 -0600 
Subject: [rt-users] Modifying domain on RT replies
Message-ID: <200202011552.JAA29685@dresden.garmin.com>

> From: Trever Furnish [mailto:tfurnish at mail1.wowemployers.com]
> 
> But what if RT is the only app on the box that you want to send mail 
> "from" that domain?  For example, you have rt.abc.com and 
> rt.def.com on 
> the same system and want the outgoing mail to have the proper "from" 
> address so that responses can be directed to the proper 
> instance of RT.  
> Handling the *incoming* responses is simple sendmail stuff, 
> but what about 
> the outbound stuff?

Ummmm...I dunno.  :-)  We have other stuff running on our box, but RT is the
only job that handles mail.

Maybe you could run separate sendmail instances, on different IP addresses,
for each fake domain?  I'm a complete sendmail moron, and what I just said
probably shows it.  But it's the best thing I could think of...

Kendric



From Kendric.Beachey at garmin.com  Fri Feb  1 11:05:30 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Fri, 1 Feb 2002 10:05:30 -0600 
Subject: [rt-users] SelfService UI and Ticket Display
Message-ID: <200202011605.KAA06707@dresden.garmin.com>

> From: Rolf Meinecke [mailto:rm at codeon.de]
> 
> Using RT 2.0.9
> 
> I have the SelfService UI set up for some of our customers. On of the 
> customers is also a watcher for a queue. When someone else 
> enters a new 
> ticket, this user receives an email with a link to the ticket (<URL: 
> http://rt.ourdomain.de:80//Ticket/Display.html?id=39 >). 
> Instead of being 
> taken to the ticket details directly with this link he ends up at his 
> 'inbox'. By entering the ticket number into the 'go to 
> ticket' field, he 
> can see the ticket details.
> 
> Is this a bug? Can RT be configured to fix this?

This sounds kind of similar to a problem a bunch of others (myself included)
have been having, where once you get into the SelfService area, every link
you hit just takes you back to the "home" SelfService page.  So far I have
only seen people asking questions about this, and nobody providing any
answers.  You're the first I've seen that has been able to get anything
useful out of it (by manual entry of ticket id--I just tried this on mine,
and it doesn't work).

It seems that for the people whose SelfService area works, it Just Works out
of the box.  For those of us whose SelfService area doesn't work, it Just
Doesn't, and nobody knows why (or at least nobody that knows why has stepped
forward).

For my part, I'm just not telling my users that such a thing exists, since I
don't know how to make it work.

*shrug*

Kendric
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From jon at snoopy.net  Fri Feb  1 13:02:16 2002
From: jon at snoopy.net (Jon Anhold)
Date: Fri, 1 Feb 2002 13:02:16 -0500
Subject: [rt-users] New since last view flag
In-Reply-To: <Pine.LNX.4.44.0202011414430.3593-100000@x22.ripe.net>; from bruce_campbell@ripe.net on Fri, Feb 01, 2002 at 02:19:18PM +0100
References: <20020201033855.G7710@snoopy.net> <Pine.LNX.4.44.0202011414430.3593-100000@x22.ripe.net>
Message-ID: <20020201130216.H7710@snoopy.net>

True. I used to use a system that had a flag that got updated whenever the
ticket was modified, and then you could clear that flag. It allowed you to
look at the inbox and see what had changed.

-j

Previously, Bruce Campbell (bruce_campbell at ripe.net) wrote:
> On Fri, 1 Feb 2002, Jon Anhold wrote:
> 
> > Is there a way to display if a ticket has been modified since the last time
> > I viewed it?
> 
> RT only records modification times, and not viewing times.  I'm not sure
> if recording viewing times would be a Good Thing(tm).
> 
> -- 
>                              Bruce Campbell                            RIPE
>                    Systems/Network Engineer                             NCC
>                  www.ripe.net - PGP562C8B1B                      Operations



From jon at snoopy.net  Fri Feb  1 13:03:47 2002
From: jon at snoopy.net (Jon Anhold)
Date: Fri, 1 Feb 2002 13:03:47 -0500
Subject: [rt-users] Ownership
In-Reply-To: <Pine.LNX.4.44.0202011429340.3593-100000@x22.ripe.net>; from bruce_campbell@ripe.net on Fri, Feb 01, 2002 at 02:33:44PM +0100
References: <20020201023542.E7710@snoopy.net> <Pine.LNX.4.44.0202011429340.3593-100000@x22.ripe.net>
Message-ID: <20020201130346.I7710@snoopy.net>

Previously, Bruce Campbell (bruce_campbell at ripe.net) wrote:
> On Fri, 1 Feb 2002, Jon Anhold wrote:
> 
> > For example, a ticket comes into the system to perform certain tasks. I
> > take ownership and perform the first couple of tasks and then need to hand
> > the ticket off to someone else for them to complete the next steps.
> >
> > Instead of modifying the ticket and _giving_ them ownership, it'd be really
> > nifty to somehow hand them the ticket so it shows up in their 'inbox' of
> > owned tickets, but then they need to TAKE ownership of the ticket and then
> > move forward completeing certain tasks, etc.
> 
> How does:
> 
> 	modify ticket, give someone ownership
> 
> differ from
> 
> 	modify ticket, indicate in some way that they should take it
> 

Because by _taking_ ownership, they're saying that they are going to deal
with it. If you drop it into someone's lap, there's no ownership there,
they just suddenly have it.

> 
> Have you looked at http://www.fsck.com/pub/rt/contrib/2.0/NotifyOldOwner/
> and http://www.fsck.com/pub/rt/contrib/2.0/OwnerChange/ ?
> 
> ( These give you the ability to have RT email people when the ownership of
>   the ticket is changed )

not yet.




From alesh at opensource-technologies.com  Fri Feb  1 13:37:22 2002
From: alesh at opensource-technologies.com (alesh at opensource-technologies.com)
Date: Fri, 1 Feb 2002 19:37:22 +0100 (CET)
Subject: [rt-users] Modifying domain on RT replies
In-Reply-To: <Pine.LNX.4.33.0201311821170.19379-100000@mail1.wowemployers.com>
Message-ID: <Pine.LNX.4.44.0202011932530.13890-100000@pleiades.domenca.com>

If you have multiple RT instances on 1 machine, this could be solved by
configuring sendmail to relay both rt.abc.com and rt.def.com thru
sendmail.cw configuration.
In addition to that, using virtual user table of sendmail, incoming mail
can also configured this way.

The outbound stuff can be configured for each queue with Correspondence
Address and Comment Address and also if you have 2 instances of RT you
can configure your config.pm correctly.

Sendmail is the easy part of the problem.


Alesh

On Thu, 31 Jan 2002, Trever Furnish wrote:

> Date: Thu, 31 Jan 2002 18:23:22 -0500 (EST)
> From: Trever Furnish <tfurnish at mail1.wowemployers.com>
> To: Jim Meyer <purp at wildbrain.com>
> Cc: "Beachey, Kendric" <Kendric.Beachey at garmin.com>,
>      "Rt-Users (E-mail)" <rt-users at lists.fsck.com>
> Subject: RE: [rt-users] Modifying domain on RT replies
>
> But what if RT is the only app on the box that you want to send mail
> "from" that domain?  For example, you have rt.abc.com and rt.def.com on
> the same system and want the outgoing mail to have the proper "from"
> address so that responses can be directed to the proper instance of RT.
> Handling the *incoming* responses is simple sendmail stuff, but what about
> the outbound stuff?
>
> On 31 Jan 2002, Jim Meyer wrote:
>
> > On Thu, 2002-01-31 at 13:50, Jim Meyer wrote:
> > > Uncomment the last line, change the "$w.Foo.COM" part to "yyy.zzz" or
> > > "rt.blah.com" and restart sendmail. You should get what you want from
> > > that.
> >
> > Sorry, I forgot that sendmail (long ago) added DM as "Who do I
> > masquerade as?" Changing that is probably the best answer. Kinda like
> > this:
> >
> > # who I masquerade as (null for no masquerading) (see also $=M)
> > #DMmailhub.foo.com
> > DMfoo.com
> >
> > Age takes its toll. Please have exact change. ;p
> >
> > --j, talking to himself, among others.
> >
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From Aaron.Hicks at intertrade.com  Fri Feb  1 14:54:26 2002
From: Aaron.Hicks at intertrade.com (Hicks, Aaron)
Date: Fri, 1 Feb 2002 11:54:26 -0800 
Subject: [rt-users] Unable to start Apache after installing rt
Message-ID: <6F5008AF7FACD411B5B400508B9A4F99924A72@mail.intertrade.com>

Hi all,

  I'm new to rt and I have just joined this list.  Below is my answer to
Scotts problem.  I sent it to him off list but thought that maybe some other
solaris folks might need to know this.  This is what I did to get rt up and
running my Ultra 5 running Solaris 8.  If anyone see any problem with what I
did please tell me, I'm not a developer these days so I just guess as to
adding the #undef main line in mod_perl.h.:

Scott,

  I'm new to RT so I have just compiled apache with mod_perl myself and this
is what I had to do to get it to run.

Found a patch on the web, can't remember where right now, that add the
following lines to src/modules/mod_perl.h starting on line 88:

#undef pergcomp
#undef setregid
#undef setreuid
#undef sync
#undef my_memcmp

The lines just above this are:

#include "EXTERN.h"
#include "perl.h"
#ifdef PERL_OBJECT
#define NO_XSLOCKS
#endif
#include "XSUB.h"

Once I did that I started to get error from httpd that is could not load the
mod_perl library because main was redefined, so I added the following line
below the ones added earlier:

#undef main

I then recompiled mod_perl and the apache and all is working now.

Also you need to down load Apache::DBI which is not in the testdeps list.
There is a FAQ about this at the rt web page.

I hope this help
Aaron

-----Original Message-----
From: Scott [mailto:rt at stuff.f00l.org]
Sent: Friday, February 01, 2002 7:36 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] Unable to start Apache after installing rt


Having some problems getting Apache going after I installed rt.  I'm
running Solaris 8 on a Sparc.

When I untar rt and run make testdeps it shows all the perlmods are
found..

$ make testdeps
/usr/bin/perl ./tools/testdeps -warn mysql
Checking for DBI 1.18 ...found
Checking for DBIx::DataSource 0.02 ...found
Checking for DBIx::SearchBuilder 0.48 ...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

When I try to start Apache w/ modperl it gives me the following errors..

[Fri Feb  1 09:28:41 2002] [error] Can't load
'/usr/perl5/site_perl/5.005/sun4-solaris/auto/Apache/Cookie/Cookie.so' for
module Apache::Cookie: ld.so.1: ../bin/httpd: fatal: relocation error:
file /usr/perl5/site_perl/5.005/sun4-solaris/auto/Apache/Cookie/Cookie.so:
symbol perl_request_rec: referenced symbol not found at
/usr/perl5/5.00503/sun4-solaris/DynaLoader.pm line 169.

 at /usr/perl5/site_perl/5.005/sun4-solaris/mod_perl.pm line 65535
BEGIN failed--compilation aborted at /usr/local/rt2/bin/webmux.pl line 80.

Syntax error on line 876 of /usr/local/apache-modperl/conf/httpd.conf:
Can't load
'/usr/perl5/site_perl/5.005/sun4-solaris/auto/Apache/Cookie/Cookie.so' for
module Apache::Cookie: ld.so.1: ../bin/httpd: fatal: relocation error:
file /usr/perl5/site_perl/5.005/sun4-solaris/auto/Apache/Cookie/Cookie.so:
symbol perl_request_rec: referenced symbol not found at
/usr/perl5/5.00503/sun4-solaris/DynaLoader.pm line 169.

 at /usr/perl5/site_perl/5.005/sun4-solaris/mod_perl.pm line 65535 BEGIN
failed--compilation aborted at /usr/local/rt2/bin/webmux.pl line 80.

  Here is what my httpd.conf entry looks like..

<VirtualHost mydomain>
DocumentRoot /usr/local/rt2/WebRT/html
ServerName mydomain
PerlModule Apache::DBI
PerlFreshRestart On
PerlRequire /usr/local/rt2/bin/webmux.pl
<Location />
SetHandler perl-script
 PerlHandler RT::Mason
</Location>
</VirtualHost>

  If I comment out 'use Apache::Cookie;' in webmux.pl the webserver will
start, but then it complains because of the undefined subroutin.  I've
tried reinstalling libapreq-0.33 but it doesn't help.

  Please let me know if you need any further information.

 Any help would be greatly appreciated.  I'm stuck.

-Scott



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



From seph at commerceflow.com  Fri Feb  1 15:36:44 2002
From: seph at commerceflow.com (seph)
Date: 01 Feb 2002 12:36:44 -0800
Subject: [rt-users] Email address blacklist
In-Reply-To: "THAUVIN Blaise's message of "Mon, 28 Jan 2002 18:05:39 +0100"
References: <C6E6A723C42DD511B9D5009027C3933A01616F40@messagerie.dauphin-affichage.com>
Message-ID: <6y665hrlb7.fsf@seph.commerceflow.com>

"THAUVIN Blaise (Informatique)" <bthauvin at clearchannel.fr> writes:

> Reading this, I find the problem to be very similar to mailing-list daemons.
> One solution is to set the RFC approved field "send-errors-to :" (or
> "errors-to:", I don't remember) to a specific address. RFC compliant mailers
> will then send error messages to a specific address wich will be different
> from the "reply-to:" or "From:" address.

you're very confused. Errors-To is several things, none of which is
"rfc approved", and if anything is *dis*-approved. rfc2822 ("Internet
Message Format") does not mention it, and rfc2076 ("Common Internet
Message Headers") goes so far as to say it's non-standard and not
recommended.

I believe the common complain about it, is that it's not in the
envelope. which makes it annoying to send bounces to.

seph



From sc2 at gmx.at  Fri Feb  1 15:56:38 2002
From: sc2 at gmx.at (sc2 at gmx.at)
Date: Fri, 1 Feb 2002 21:56:38 +0100
Subject: [rt-users] ...a.) thank you b.) errordocument?!?
Message-ID: <002501c1ab62$f1b63740$e492633e@anonymous>

first thank s to the users of the list for helping me
RT is "running" but ...if i go to RT

>>could not find component for initial path >>'/errordocs/500'

any knows what this means





From KFerguso at chi.navtech.com  Fri Feb  1 16:12:20 2002
From: KFerguso at chi.navtech.com (Ferguson, Kevin)
Date: Fri, 1 Feb 2002 15:12:20 -0600 
Subject: [rt-users] ParseNewMessageForTicketCcs
Message-ID: <91468650040FD411A51100104B63E23102E280CC@postman.chi.navtech.com>

Hi all,

A few questions regarding the ParseNewMessageForTicketCcs option.
I didn't find anything specific in the archives so...
 
If I have this option enabled and a new ticket email arrives containing
a CC address which is not in RT, will a new unprivileged RT user be 
created for the CC address?

If a non-RT user is added as a CC to a reply of an existing ticket,
will a new unprivileged RT user be created for the CC address?

Should the associated isRTAddress sub recognize the rt-comment address
along with the rt address?

Thanks for your time.

ttfn,
kevin



From seth at ttsg.com  Fri Feb  1 17:01:36 2002
From: seth at ttsg.com (Seth)
Date: Fri, 1 Feb 2002 17:01:36 -0500
Subject: [rt-users] No recipients found
Message-ID: <20020201170136.79b57b99.seth@ttsg.com>

Hello,

 I have 2.0.11 up and running fine except for one last issue. 

 I have tried to set up a an autoresponder for the requestor when they open a ticket via email. The ticket is opened fine however no email is sent out. The following error is in the logs..

RT::Transaction=HASH(0x87c89d4): Prepared NotifyRequestor
RT::Action::Notify=HASH(0x886189c): No recipients found. Not sending.
RT::Transaction=HASH(0x87c89d4): Committed NotifyRequestor

When I view the ticket via WebRT I can see the ticket and the Requestor. I have tried opening the group permissions to see if this was it. Even with every group with everything on I get this message. 

I do get an email when a ticket is updated ..however the REquestors field in that is as follows..

   Queue: Support
     Subject: (No subject given)
       Owner: seth
  Requestors: ARRAY(0x8e8100c)    
      Status: new

any suggestions?

Thanks

seth

seth at ttsg.com



From andy at tecc.co.uk  Fri Feb  1 17:57:35 2002
From: andy at tecc.co.uk (Andy)
Date: Fri, 1 Feb 2002 22:57:35 -0000
Subject: [rt-users] Problems getting going....
Message-ID: <GHENIAFDEIIHBDNKDPCFOEBHCAAA.andy@tecc.co.uk>

Hi there all

A very happy user of RT1 here. However, whilst
trying to build RT2 (2-0-11) I seem to have 
problems getting the Apache server (with
mod_perl compiled in). Here's what I get when
trying to start it....

fife# ./apachectl start
[Fri Feb  1 19:34:03 2002] [error] \
	Can't locate object method "TIEHASH" \
	via package "Apache::Table" at \
	/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/ApacheHandler.pm \
	line 365.
BEGIN failed--compilation aborted at \
	/usr/local/rt2/bin/webmux.pl line 20.

Syntax error on line 1006 of \
	/usr/local/pkgs/apache_1.3.22-mod_perl/conf/httpd.conf:
Can't locate object method "TIEHASH" 
	via package "Apache::Table" at \
	/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/ApacheHandler.pm \
	line 365.
BEGIN failed--compilation aborted at 
	/usr/local/rt2/bin/webmux.pl line 20.

./apachectl start: httpd could not be started
fife#1.26

A friend of mine reckons there is a version incompat
between mod_perl and mason. However, this is a brand,
new build (on a new test machine). All the packages
are the latest release (no betas). 

I've checked all the perl modules are installed
for RT2 and for Mason. Any ideas anyone?

btw, Mason is version 1.04, Apache 1.3.22, mod_perl
is version 1.26 running on FreeBSD 4-STABLE, perl is
5.005_03

cheers
Ak



From purp at wildbrain.com  Fri Feb  1 18:51:31 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 01 Feb 2002 15:51:31 -0800
Subject: SOLVED: [rt-users] SLOW: Home -> Search in 5-6 seconds?
In-Reply-To: <15448.43363.137390.387595@yertle.kciLink.com>
References: <1012429810.27575.140.camel@labyrinth.wildbrain.com> 
	<15448.43363.137390.387595@yertle.kciLink.com>
Message-ID: <1012607491.6838.55.camel@labyrinth.wildbrain.com>

On Wed, 2002-01-30 at 18:18, Vivek Khera wrote:
> Get faster disks and allocate more resources for Postgres (shared
> memory segments, and also tell postgres to use more in postgres.conf).

Thanks for making me look at Postgres tuning before system tuning; it
turns out that one of our guys had config'd the Postgresql server to
maximum debug, maximum noisy, and maximum syslog level. Pretty much
every word of every conversation between the webserver and the database
server was being logged.

I've toned that down a bit and things are much, MUCH zippier now.

Thanks again!

--j
-- 
Jim Meyer, Geek At Large                              purp at wildbrain.com




From jxh at jxh.com  Fri Feb  1 19:38:37 2002
From: jxh at jxh.com (Jim Hickstein)
Date: Fri, 01 Feb 2002 16:38:37 -0800
Subject: [rt-users] Problems getting going....
In-Reply-To: <GHENIAFDEIIHBDNKDPCFOEBHCAAA.andy@tecc.co.uk>
References: <GHENIAFDEIIHBDNKDPCFOEBHCAAA.andy@tecc.co.uk>
Message-ID: <177910000.1012610317@jxh.mirapoint.com>

I hit that one, too. I had to rebuild mod_perl to turn on the Tables API.

My notes:

[jxh at nd ~/build]$ cat HowIBuiltApache
#! /bin/sh
# jxh Thu Sep 13 22:49:13 PDT 2001
./configure --prefix=/usr/local/apache --enable-module=so 
--with-perl=/usr/bin/perl
make
#
#Later, CPAN appended mod-perl during the installation of Apache::Registry,
#and it rebuilt httpd.
#
# 2002-Jan-12 jxh
# Still later, Rt (which uses RT::Mason) complained about not finding
# Apache::Table.  A google search revealed that mod_perl must be built with:
#  perl Makefile.PL PERL_TABLE_API=1 (among other possibilities)
# to get the Table API to enable.  Did this, by hand, in 
~/.cpan/build/mod-perl-1.26,
# after "make clean"; then did "make", all as root.
# Fails "make test".  Figure out why.

Hmm.  I evidently got it to work, but didn't update my notes. Shame on me.

--On Friday, February 01, 2002 10:57:35 PM +0000 Andy <andy at tecc.co.uk> 
wrote:

> Hi there all
>
> A very happy user of RT1 here. However, whilst
> trying to build RT2 (2-0-11) I seem to have
> problems getting the Apache server (with
> mod_perl compiled in). Here's what I get when
> trying to start it....
>
> fife# ./apachectl start
> [Fri Feb  1 19:34:03 2002] [error] \
> 	Can't locate object method "TIEHASH" \
> 	via package "Apache::Table" at \
> 	/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/ApacheHandler.pm \
> 	line 365.
> BEGIN failed--compilation aborted at \
> 	/usr/local/rt2/bin/webmux.pl line 20.
>
> Syntax error on line 1006 of \
> 	/usr/local/pkgs/apache_1.3.22-mod_perl/conf/httpd.conf:
> Can't locate object method "TIEHASH"
> 	via package "Apache::Table" at \
> 	/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/ApacheHandler.pm \
> 	line 365.
> BEGIN failed--compilation aborted at
> 	/usr/local/rt2/bin/webmux.pl line 20.
>
> ./apachectl start: httpd could not be started
> fife#1.26
>
> A friend of mine reckons there is a version incompat
> between mod_perl and mason. However, this is a brand,
> new build (on a new test machine). All the packages
> are the latest release (no betas).
>
> I've checked all the perl modules are installed
> for RT2 and for Mason. Any ideas anyone?
>
> btw, Mason is version 1.04, Apache 1.3.22, mod_perl
> is version 1.26 running on FreeBSD 4-STABLE, perl is
> 5.005_03
>
> cheers
> Ak
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users





From purp at wildbrain.com  Fri Feb  1 20:29:18 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 01 Feb 2002 17:29:18 -0800
Subject: [rt-users] Default Keywords and searching on keywords?
Message-ID: <1012613358.6838.76.camel@labyrinth.wildbrain.com>

Howdy!

Before I dig into the complexity of this, I wondered if anyone knows of
a very simple way to add default keywords to newly created tickets
and/or how to search on keywords. I've peeked at the DB schema and it
looks non-trivial.

Alternately, could one of the longtime users/RT gurus confirm to me that
it's as non-trivial as it seems?

Thanks!

--j
-- 
Jim Meyer, Geek At Large                              purp at wildbrain.com




From andy at tecc.co.uk  Fri Feb  1 23:02:14 2002
From: andy at tecc.co.uk (Andy)
Date: Sat, 2 Feb 2002 04:02:14 -0000
Subject: [rt-users] Problems getting going....
In-Reply-To: <177910000.1012610317@jxh.mirapoint.com>
Message-ID: <GHENIAFDEIIHBDNKDPCFOEBICAAA.andy@tecc.co.uk>

With thanks to Jim, it worked fine.
Apache starts. However, I am now at
the RT User/login on the browser.
So, who exactly do I login as on
a brand new install? I've tried looking
in the rt2.Users table db, none of them
work, I've tried my Unix login, doesnt
work. Nothing in the manual, install docs
or in the mail archieves (as yet).

So, to get going with RT2, what is the
default initial install user admin acct?

Ak

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jim Hickstein
Sent: 02 February 2002 00:39
To: Andy
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Problems getting going....


I hit that one, too. I had to rebuild mod_perl to turn on the Tables API.

My notes:

[jxh at nd ~/build]$ cat HowIBuiltApache
#! /bin/sh
# jxh Thu Sep 13 22:49:13 PDT 2001
./configure --prefix=/usr/local/apache --enable-module=so
--with-perl=/usr/bin/perl
make
#
#Later, CPAN appended mod-perl during the installation of Apache::Registry,
#and it rebuilt httpd.
#
# 2002-Jan-12 jxh
# Still later, Rt (which uses RT::Mason) complained about not finding
# Apache::Table.  A google search revealed that mod_perl must be built with:
#  perl Makefile.PL PERL_TABLE_API=1 (among other possibilities)
# to get the Table API to enable.  Did this, by hand, in
~/.cpan/build/mod-perl-1.26,
# after "make clean"; then did "make", all as root.
# Fails "make test".  Figure out why.

Hmm.  I evidently got it to work, but didn't update my notes. Shame on me.

--On Friday, February 01, 2002 10:57:35 PM +0000 Andy <andy at tecc.co.uk>
wrote:

> Hi there all
>
> A very happy user of RT1 here. However, whilst
> trying to build RT2 (2-0-11) I seem to have
> problems getting the Apache server (with
> mod_perl compiled in). Here's what I get when
> trying to start it....
>
> fife# ./apachectl start
> [Fri Feb  1 19:34:03 2002] [error] \
> 	Can't locate object method "TIEHASH" \
> 	via package "Apache::Table" at \
> 	/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/ApacheHandler.pm \
> 	line 365.
> BEGIN failed--compilation aborted at \
> 	/usr/local/rt2/bin/webmux.pl line 20.
>
> Syntax error on line 1006 of \
> 	/usr/local/pkgs/apache_1.3.22-mod_perl/conf/httpd.conf:
> Can't locate object method "TIEHASH"
> 	via package "Apache::Table" at \
> 	/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/ApacheHandler.pm \
> 	line 365.
> BEGIN failed--compilation aborted at
> 	/usr/local/rt2/bin/webmux.pl line 20.
>
> ./apachectl start: httpd could not be started
> fife#1.26
>
> A friend of mine reckons there is a version incompat
> between mod_perl and mason. However, this is a brand,
> new build (on a new test machine). All the packages
> are the latest release (no betas).
>
> I've checked all the perl modules are installed
> for RT2 and for Mason. Any ideas anyone?
>
> btw, Mason is version 1.04, Apache 1.3.22, mod_perl
> is version 1.26 running on FreeBSD 4-STABLE, perl is
> 5.005_03
>
> cheers
> Ak
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



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




From gregs at Intellstat.com  Fri Feb  1 23:15:31 2002
From: gregs at Intellstat.com (Greg Smythe)
Date: Fri, 1 Feb 2002 20:15:31 -0800 
Subject: [rt-users] Problems getting going....
Message-ID: <41257DB9CD3CD311BE92006008A52B2554FCEB@mail.intellstat.com>

http://fsck.com/rtfm/article.html?id=2#9

Says to change the root password, which is the default login... :-)




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




-----Original Message-----
From: Andy [mailto:andy at tecc.co.uk] 
Sent: Friday, February 01, 2002 8:02 PM
To: Jim Hickstein
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] Problems getting going....


With thanks to Jim, it worked fine.
Apache starts. However, I am now at
the RT User/login on the browser.
So, who exactly do I login as on
a brand new install? I've tried looking
in the rt2.Users table db, none of them
work, I've tried my Unix login, doesnt
work. Nothing in the manual, install docs
or in the mail archieves (as yet).

So, to get going with RT2, what is the
default initial install user admin acct?

Ak

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jim Hickstein
Sent: 02 February 2002 00:39
To: Andy
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Problems getting going....


I hit that one, too. I had to rebuild mod_perl to turn on the Tables API.

My notes:

[jxh at nd ~/build]$ cat HowIBuiltApache
#! /bin/sh
# jxh Thu Sep 13 22:49:13 PDT 2001
./configure --prefix=/usr/local/apache --enable-module=so
--with-perl=/usr/bin/perl
make
#
#Later, CPAN appended mod-perl during the installation of Apache::Registry,
#and it rebuilt httpd.
#
# 2002-Jan-12 jxh
# Still later, Rt (which uses RT::Mason) complained about not finding
# Apache::Table.  A google search revealed that mod_perl must be built with:
#  perl Makefile.PL PERL_TABLE_API=1 (among other possibilities)
# to get the Table API to enable.  Did this, by hand, in
~/.cpan/build/mod-perl-1.26,
# after "make clean"; then did "make", all as root.
# Fails "make test".  Figure out why.

Hmm.  I evidently got it to work, but didn't update my notes. Shame on me.

--On Friday, February 01, 2002 10:57:35 PM +0000 Andy <andy at tecc.co.uk>
wrote:

> Hi there all
>
> A very happy user of RT1 here. However, whilst
> trying to build RT2 (2-0-11) I seem to have
> problems getting the Apache server (with
> mod_perl compiled in). Here's what I get when
> trying to start it....
>
> fife# ./apachectl start
> [Fri Feb  1 19:34:03 2002] [error] \
> 	Can't locate object method "TIEHASH" \
> 	via package "Apache::Table" at \
> 	/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/ApacheHandler.pm \
> 	line 365.
> BEGIN failed--compilation aborted at \
> 	/usr/local/rt2/bin/webmux.pl line 20.
>
> Syntax error on line 1006 of \
> 	/usr/local/pkgs/apache_1.3.22-mod_perl/conf/httpd.conf:
> Can't locate object method "TIEHASH"
> 	via package "Apache::Table" at \
> 	/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/ApacheHandler.pm \
> 	line 365.
> BEGIN failed--compilation aborted at
> 	/usr/local/rt2/bin/webmux.pl line 20.
>
> ./apachectl start: httpd could not be started
> fife#1.26
>
> A friend of mine reckons there is a version incompat
> between mod_perl and mason. However, this is a brand,
> new build (on a new test machine). All the packages
> are the latest release (no betas).
>
> I've checked all the perl modules are installed
> for RT2 and for Mason. Any ideas anyone?
>
> btw, Mason is version 1.04, Apache 1.3.22, mod_perl
> is version 1.26 running on FreeBSD 4-STABLE, perl is
> 5.005_03
>
> cheers
> Ak
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



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


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



From andy at tecc.co.uk  Fri Feb  1 23:16:58 2002
From: andy at tecc.co.uk (Andy)
Date: Sat, 2 Feb 2002 04:16:58 -0000
Subject: [rt-users] Problems getting going....
In-Reply-To: <41257DB9CD3CD311BE92006008A52B2554FCEB@mail.intellstat.com>
Message-ID: <GHENIAFDEIIHBDNKDPCFIEBJCAAA.andy@tecc.co.uk>

Thx v much. Excellent help list.

cheers
Ak

-----Original Message-----
From: Greg Smythe [mailto:gregs at intellstat.com]
Sent: 02 February 2002 04:16
To: 'Andy'; Jim Hickstein
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] Problems getting going....


http://fsck.com/rtfm/article.html?id=2#9

Says to change the root password, which is the default login... :-)




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




-----Original Message-----
From: Andy [mailto:andy at tecc.co.uk]
Sent: Friday, February 01, 2002 8:02 PM
To: Jim Hickstein
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] Problems getting going....


With thanks to Jim, it worked fine.
Apache starts. However, I am now at
the RT User/login on the browser.
So, who exactly do I login as on
a brand new install? I've tried looking
in the rt2.Users table db, none of them
work, I've tried my Unix login, doesnt
work. Nothing in the manual, install docs
or in the mail archieves (as yet).

So, to get going with RT2, what is the
default initial install user admin acct?

Ak

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jim Hickstein
Sent: 02 February 2002 00:39
To: Andy
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Problems getting going....


I hit that one, too. I had to rebuild mod_perl to turn on the Tables API.

My notes:

[jxh at nd ~/build]$ cat HowIBuiltApache
#! /bin/sh
# jxh Thu Sep 13 22:49:13 PDT 2001
./configure --prefix=/usr/local/apache --enable-module=so
--with-perl=/usr/bin/perl
make
#
#Later, CPAN appended mod-perl during the installation of Apache::Registry,
#and it rebuilt httpd.
#
# 2002-Jan-12 jxh
# Still later, Rt (which uses RT::Mason) complained about not finding
# Apache::Table.  A google search revealed that mod_perl must be built with:
#  perl Makefile.PL PERL_TABLE_API=1 (among other possibilities)
# to get the Table API to enable.  Did this, by hand, in
~/.cpan/build/mod-perl-1.26,
# after "make clean"; then did "make", all as root.
# Fails "make test".  Figure out why.

Hmm.  I evidently got it to work, but didn't update my notes. Shame on me.

--On Friday, February 01, 2002 10:57:35 PM +0000 Andy <andy at tecc.co.uk>
wrote:

> Hi there all
>
> A very happy user of RT1 here. However, whilst
> trying to build RT2 (2-0-11) I seem to have
> problems getting the Apache server (with
> mod_perl compiled in). Here's what I get when
> trying to start it....
>
> fife# ./apachectl start
> [Fri Feb  1 19:34:03 2002] [error] \
> 	Can't locate object method "TIEHASH" \
> 	via package "Apache::Table" at \
> 	/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/ApacheHandler.pm \
> 	line 365.
> BEGIN failed--compilation aborted at \
> 	/usr/local/rt2/bin/webmux.pl line 20.
>
> Syntax error on line 1006 of \
> 	/usr/local/pkgs/apache_1.3.22-mod_perl/conf/httpd.conf:
> Can't locate object method "TIEHASH"
> 	via package "Apache::Table" at \
> 	/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/ApacheHandler.pm \
> 	line 365.
> BEGIN failed--compilation aborted at
> 	/usr/local/rt2/bin/webmux.pl line 20.
>
> ./apachectl start: httpd could not be started
> fife#1.26
>
> A friend of mine reckons there is a version incompat
> between mod_perl and mason. However, this is a brand,
> new build (on a new test machine). All the packages
> are the latest release (no betas).
>
> I've checked all the perl modules are installed
> for RT2 and for Mason. Any ideas anyone?
>
> btw, Mason is version 1.04, Apache 1.3.22, mod_perl
> is version 1.26 running on FreeBSD 4-STABLE, perl is
> 5.005_03
>
> cheers
> Ak
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



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


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




From her22 at chello.at  Sat Feb  2 06:06:49 2002
From: her22 at chello.at (Herbert)
Date: Sat, 2 Feb 2002 12:06:49 +0100
Subject: [rt-users] permissions / RT
Message-ID: <000501c1abd9$bc1f5ef0$e492633e@anonymous>

hello

i have a problem

i have for testing 2  queues and 2 users

1x generel
1x webmaster
1xroot user
1xwebmaster user

i have played with group/queue/users permissions but i cant make that
"webmaster" only watch and work with the queue
"webmaster" he can see the tickets of queue generel too.

any has a little example how i must config the permissions so that 1x user
only can see and work with his queue

thanks




From olav.lind at online.no  Sat Feb  2 10:31:49 2002
From: olav.lind at online.no (Olav =?ISO-8859-1?Q?Lindkj=F8len?=)
Date: Sat, 02 Feb 2002 16:31:49 +0100
Subject: [rt-users] Error starting Apache...
Message-ID: <3C5C0665.7050902@online.no>

I think (i'm not a linux guru), i got Apache with mod_perl installed 
correctly. How can I check this?

Anyway when I try to start up Apache i get the following error:
=======================Start error message
Starter httpd: Syntax error on line 750 of /etc/httpd/conf/httpd.conf:
Can't locate Apache/DBI.pm in @INC (@INC contains: 
/usr/lib/perl5/5.6.0/i386-linux /usr/lib/perl5/5.6.0 
/usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0 
/usr/lib/perl5/site_perl . /etc/httpd/ /etc/httpd/lib/perl) at (eval 4) 
line 3.

[FEILET]
=======================End error message


Heres the part I have inserted into my /etc/httpd/conf/httpd.conf:
=======================Start offending section
# Virtualhost rt2.lindconsult.no
<VirtualHost 192.168.1.1>
     DocumentRoot /usr/local/rt2/WebRT/html/
     ServerName rt.lindconsult.no
     PerlModule Apache::DBI #<-----line 750
     PerlFreshRestart on
     PerlRequire /usr/local/rt2/bin/webmux.pl
     <Location />
	SetHandler perl-script
	PerlHandler RT::Mason
     </Location
</VirtualHost>
=======================End offending section
Theres allso all sorts of other stuff in it that I dont understand.

Does anybody have a hint as to what might be wrong?




From olav.lind at online.no  Sat Feb  2 11:44:26 2002
From: olav.lind at online.no (Olav =?ISO-8859-1?Q?Lindkj=F8len?=)
Date: Sat, 02 Feb 2002 17:44:26 +0100
Subject: [rt-users] Error starting Apache...
References: <3C5C0665.7050902@online.no>
Message-ID: <3C5C176A.3090906@online.no>

> Can't locate Apache/DBI.pm in @INC (@INC contains: 
> /usr/lib/perl5/5.6.0/i386-linux /usr/lib/perl5/5.6.0 
> /usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0 
> /usr/lib/perl5/site_perl . /etc/httpd/ /etc/httpd/lib/perl) at (eval 4) 

I just checked, and DBI.pm is located on 3 places:

/usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm
/usr/lib/perl5/site_perl/5.6.0/i386-linux/bundle/DBI.pm
/usr/lib/perl5/site_perl/5.6.0/Apache/Session/Store/DBI.pm

It should find the first one right, cause this one is in @INC above. So 
I guess it is a permission problem, or what?

Olav!




From alesh at opensource-technologies.com  Sat Feb  2 12:38:09 2002
From: alesh at opensource-technologies.com (alesh at opensource-technologies.com)
Date: Sat, 2 Feb 2002 18:38:09 +0100 (CET)
Subject: [rt-users] Error starting Apache...
In-Reply-To: <3C5C176A.3090906@online.no>
Message-ID: <Pine.LNX.4.44.0202021827370.30188-100000@pleiades.domenca.com>

Olav,

you actually answered your question already...

DBI.pm isn't located anywhere in ther @INC paths:

/usr/lib/perl5/5.6.0/i386-linux
/usr/lib/perl5/5.6.0
/usr/lib/perl5/site_perl/5.6.0/i386-linux
/usr/lib/perl5/site_perl/5.6.0
/usr/lib/perl5/site_perl
/etc/httpd/
/etc/httpd/lib/perl

Try either reinstalling DBI.pm by hand compiling it (perl Makefile.PL, make, make test, make install) or make a symlink (not the best solution!) so it points to the DBI.pm where it is located... ln -s /usr/lib/perl/site_perl/5.6.0/i386-linux/DBI.pm /usr/lib/perl5/5.6.0/i386-linux/DBI.pm .

That should fix your problem.

Regards,
Alesh

On Sat, 2 Feb 2002, Olav [ISO-8859-1] Lindkj?len wrote:

> Date: Sat, 02 Feb 2002 17:44:26 +0100
> From: "Olav [ISO-8859-1] Lindkj?len" <olav.lind at online.no>
> To: "Olav [ISO-8859-1] Lindkj?len" <olav.lind at online.no>
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Error starting Apache...
>
> > Can't locate Apache/DBI.pm in @INC (@INC contains:
> > /usr/lib/perl5/5.6.0/i386-linux /usr/lib/perl5/5.6.0
> > /usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0
> > /usr/lib/perl5/site_perl . /etc/httpd/ /etc/httpd/lib/perl) at (eval 4)
>
> I just checked, and DBI.pm is located on 3 places:
>
> /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm
> /usr/lib/perl5/site_perl/5.6.0/i386-linux/bundle/DBI.pm
> /usr/lib/perl5/site_perl/5.6.0/Apache/Session/Store/DBI.pm
>
> It should find the first one right, cause this one is in @INC above. So
> I guess it is a permission problem, or what?
>
> Olav!
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From olav.lind at online.no  Sat Feb  2 13:50:33 2002
From: olav.lind at online.no (Olav =?ISO-8859-1?Q?Lindkj=F8len?=)
Date: Sat, 02 Feb 2002 19:50:33 +0100
Subject: [rt-users] Error starting Apache...
References: <Pine.LNX.4.44.0202021827370.30188-100000@pleiades.domenca.com>
Message-ID: <3C5C34F9.1020506@online.no>

> DBI.pm isn't located anywhere in ther @INC paths:
> 
> /usr/lib/perl5/5.6.0/i386-linux
> /usr/lib/perl5/5.6.0
> /usr/lib/perl5/site_perl/5.6.0/i386-linux
> /usr/lib/perl5/site_perl/5.6.0
> /usr/lib/perl5/site_perl
> /etc/httpd/
> /etc/httpd/lib/perl
> 
> Try either reinstalling DBI.pm by hand compiling it (perl Makefile.PL, make, make test, make install) or make a symlink (not the best solution!) so it points to the DBI.pm where it is located... ln -s /usr/lib/perl/site_perl/5.6.0/i386-linux/DBI.pm /usr/lib/perl5/5.6.0/i386-linux/DBI.pm .
> 
> That should fix your problem.

First solution didn't (reinstalling it by hand, perl Makefile.PL, make, 
make test, make install), no errors though, but I still cant start 
Apache. Same error.

Olav!




From olav.lind at online.no  Sat Feb  2 13:57:06 2002
From: olav.lind at online.no (Olav =?ISO-8859-1?Q?Lindkj=F8len?=)
Date: Sat, 02 Feb 2002 19:57:06 +0100
Subject: [rt-users] Error starting Apache...
References: <Pine.LNX.4.44.0202021827370.30188-100000@pleiades.domenca.com>
Message-ID: <3C5C3682.60200@online.no>

> Try either reinstalling DBI.pm by hand compiling it (perl Makefile.PL, make, make test, make install) or make a symlink (not the best solution!) so it points to the DBI.pm where it is located... ln -s /usr/lib/perl/site_perl/5.6.0/i386-linux/DBI.pm /usr/lib/perl5/5.6.0/i386-linux/DBI.pm .

Second sugestion didn't work either...

Olav!




From bruce_campbell at ripe.net  Sat Feb  2 14:43:41 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Sat, 2 Feb 2002 20:43:41 +0100 (CET)
Subject: [rt-users] Error starting Apache...
In-Reply-To: <3C5C0665.7050902@online.no>
Message-ID: <Pine.LNX.4.44.0202022030130.3593-100000@x22.ripe.net>

On Sat, 2 Feb 2002, Olav [ISO-8859-1] Lindkj?len wrote:

> Anyway when I try to start up Apache i get the following error:
> =======================Start error message
> Starter httpd: Syntax error on line 750 of /etc/httpd/conf/httpd.conf:
> Can't locate Apache/DBI.pm in @INC (@INC contains:

>      PerlModule Apache::DBI #<-----line 750

In one of your @INC directories, there should be a subdirectory named
'Apache'.  In that directory, DBI.pm should exist.  If it does, you have a
permissions problem (the user running the web server must be able to read
the file, and have at least execute permission on all directories leading
to where the file is).

You can find the file by invoking 'locate', ie:  (note that not any old
DBI.pm will do, we want one in a directory named 'Apache')

	locate DBI.pm | grep Apache

If that doesn't work, brute force will:

	find / -path \*Apache/DBI.pm -print

If you really don't have Apache/DBI.pm, you need to install it manually,
via:

	perl -MCPAN -e'install Apache::DBI'

( you will probably also need to rinse and repeat for Apache::Session.
  See http://www.fsck.com/rtfm/ and search for 'Apache::' )

> /usr/lib/perl5/5.6.0/i386-linux /usr/lib/perl5/5.6.0
> /usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0
> /usr/lib/perl5/site_perl . /etc/httpd/ /etc/httpd/lib/perl) at (eval 4)
> line 3.

Regards,


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




From olav.lind at online.no  Sat Feb  2 15:09:25 2002
From: olav.lind at online.no (Olav =?ISO-8859-1?Q?Lindkj=F8len?=)
Date: Sat, 02 Feb 2002 21:09:25 +0100
Subject: [rt-users] Error starting Apache...
References: <Pine.LNX.4.44.0202022030130.3593-100000@x22.ripe.net>
Message-ID: <3C5C4775.9020709@online.no>

> 	locate DBI.pm | grep Apache


This found: /usr/lib/perl5/site_perl/5.6.0/Apache/Sessions/Store/DBI.pm

> ( you will probably also need to rinse and repeat for Apache::Session.

How do I rinse?

Olav!




From bruce_campbell at ripe.net  Sat Feb  2 15:35:41 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Sat, 2 Feb 2002 21:35:41 +0100 (CET)
Subject: [rt-users] Error starting Apache...
In-Reply-To: <3C5C4775.9020709@online.no>
Message-ID: <Pine.LNX.4.44.0202022122030.3593-100000@x22.ripe.net>

On Sat, 2 Feb 2002, Olav [ISO-8859-1] Lindkj?len wrote:

> > 	locate DBI.pm | grep Apache
>
> This found: /usr/lib/perl5/site_perl/5.6.0/Apache/Sessions/Store/DBI.pm

Perl will see the above file as Apache::Sessions::Store::DBI , not quite
the file you want.  You're wanting something like
/usr/lib/perl5/site_perl/5.6.0/Apache/DBI.pm .

Use CPAN as per the previosu mail and you'll be all set to go.

> > ( you will probably also need to rinse and repeat for Apache::Session.
>
> How do I rinse?

...

Ah.  Its a slang expression to indicate that you might have to repeat the
previous procedure for something else.  It derives from the common
Shampooing instructions 'Lather well into hair.  Rinse, Repeat'.  Note
that the lack of an end-condition is the reasons why most Programmers have
wild, unkempt hair. ;)

Regards,

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




From olav.lind at online.no  Sat Feb  2 15:46:12 2002
From: olav.lind at online.no (Olav =?ISO-8859-1?Q?Lindkj=F8len?=)
Date: Sat, 02 Feb 2002 21:46:12 +0100
Subject: [rt-users] Error starting Apache...
References: <Pine.LNX.4.44.0202022030130.3593-100000@x22.ripe.net>
Message-ID: <3C5C5014.6080504@online.no>

> If you really don't have Apache/DBI.pm, you need to install it manually,
> via:
> 
> 	perl -MCPAN -e'install Apache::DBI'

Worked :-)

> ( you will probably also need to rinse and repeat for Apache::Session.

>   See http://www.fsck.com/rtfm/ and search for 'Apache::' )

Now I can start httpd, but got another problem when trying to access it 
from my win box:
Internal Server error, and this entry in /var/log/httpd/error_log:

[Sat Feb  2 15:43:49 2002] [error] Can't write to 
'/var/log/rt.log.21089.0': Permission denied at 
/usr/lib/perl5/site_perl/5.6.0/Log/Dispatch/File.pm line 68.

What permissions are wrong?
I tried to change owner and group to rt:rt, and root:rt. Allso tried 
chmod g+w rt.log* in var/log

Olav!




From per at gathering.org  Sat Feb  2 22:02:31 2002
From: per at gathering.org (Per Kristiansen)
Date: Sun, 3 Feb 2002 04:02:31 +0100
Subject: [rt-users] HELP..I messed up..and I have 800 pissed off people on my neck.
Message-ID: <20020203040231.N2312@gathering.org>

okay..bear with me here...
I just made a Horrible error...
for the last two days we've been working on clearing out some queus after
a service got run over by a herd of eager users..

all starts out well..but the I move all scripts to global..and I forgot one..
the one that sends mail to the requestor when we reply to his message..

is there ANY way to resend ALL correspondance after a certain time..
please I'm desperate...




From kris at eclipseci.com  Sat Feb  2 22:15:25 2002
From: kris at eclipseci.com (Kristopher Lalletti)
Date: Sat, 2 Feb 2002 22:15:25 -0500
Subject: [rt-users] HELP..I messed up..and I have 800 pissed off people on my neck.
In-Reply-To: <20020203040231.N2312@gathering.org>
Message-ID: <000001c1ac61$064eb070$c800000a@kris>

Make a small perl script that connects via DBI to the database.

Issue a select statement to get all your tickets between a certain time
frame, and related data.

Foreach ticket, send out an email based on the content you want to send
and whatever you want.

That's all.

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Per Kristiansen
Sent: February 2, 2002 10:03 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] HELP..I messed up..and I have 800 pissed off people
on my neck.

okay..bear with me here...
I just made a Horrible error...
for the last two days we've been working on clearing out some queus
after
a service got run over by a herd of eager users..

all starts out well..but the I move all scripts to global..and I forgot
one..
the one that sends mail to the requestor when we reply to his message..

is there ANY way to resend ALL correspondance after a certain time..
please I'm desperate...


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





From purp at wildbrain.com  Sun Feb  3 14:09:19 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 03 Feb 2002 11:09:19 -0800
Subject: [rt-users] HELP..I messed up..and I have 800 pissed off people
	on my neck.
In-Reply-To: <000001c1ac61$064eb070$c800000a@kris>
References: <000001c1ac61$064eb070$c800000a@kris>
Message-ID: <1012763362.6560.13.camel@labyrinth.wildbrain.com>

On Sat, 2002-02-02 at 19:15, Kristopher Lalletti wrote:
> Make a small perl script that connects via DBI to the database.
> 
> Issue a select statement to get all your tickets between a certain time
> frame, and related data.
> 
> Foreach ticket, send out an email based on the content you want to send
> and whatever you want.

Particularly (and this is in my Postgres DB, but should work in any SQL
DB) this query gets me a list of the correspondence since midnight AM
UTC Jan 13 2002:

SELECT * FROM attachments WHERE created > '2002-01-31 00:00:00' AND
content != '';

I haven't figured out how to relate this to a ticket and queue (and thus
get the list of who to send it to) and unfortunately I've got to run for
a while. I'll have a peek at this later today if I can make some time
and see if I can share anything more.

Meanwhile, let the 800 people know three things:

0) The problem is fixed and all new correspondence will happen as
   it should (right? =),
1) The data is all in there,
2) You're working on getting the mail to happen.

It sounds like a reminder that stress kills might be in order, too.

Good luck!

--j

> 
> That's all.
> 
> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Per Kristiansen
> Sent: February 2, 2002 10:03 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] HELP..I messed up..and I have 800 pissed off people
> on my neck.
> 
> okay..bear with me here...
> I just made a Horrible error...
> for the last two days we've been working on clearing out some queus
> after
> a service got run over by a herd of eager users..
> 
> all starts out well..but the I move all scripts to global..and I forgot
> one..
> the one that sends mail to the requestor when we reply to his message..
> 
> is there ANY way to resend ALL correspondance after a certain time..
> please I'm desperate...
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
-- 
Jim Meyer, Geek At Large                              purp at wildbrain.com




From per at gathering.org  Sun Feb  3 15:19:46 2002
From: per at gathering.org (Per Kristiansen)
Date: Sun, 3 Feb 2002 21:19:46 +0100
Subject: [rt-users] HELP..I messed up..and I have 800 pissed off people on my neck.
In-Reply-To: <1012763362.6560.13.camel@labyrinth.wildbrain.com>; from purp@wildbrain.com on Sun, Feb 03, 2002 at 11:09:19AM -0800
References: <000001c1ac61$064eb070$c800000a@kris> <1012763362.6560.13.camel@labyrinth.wildbrain.com>
Message-ID: <20020203211946.D19050@gathering.org>

On Sun, Feb 03, 2002 at 11:09:19AM -0800, Jim Meyer wrote:
> Particularly (and this is in my Postgres DB, but should work in any SQL
> DB) this query gets me a list of the correspondence since midnight AM
> UTC Jan 13 2002:
> 
> SELECT * FROM attachments WHERE created > '2002-01-31 00:00:00' AND
> content != '';
> 
> I haven't figured out how to relate this to a ticket and queue (and thus
> get the list of who to send it to) and unfortunately I've got to run for
> a while. I'll have a peek at this later today if I can make some time
> and see if I can share anything more.
> 
> Meanwhile, let the 800 people know three things:
> 
> 0) The problem is fixed and all new correspondence will happen as
>    it should (right? =),
> 1) The data is all in there,
> 2) You're working on getting the mail to happen.
> 
> It sounds like a reminder that stress kills might be in order, too.
> 
> Good luck!

Hehe..thanks
When I woke up today it turns out one of the other people working on it
had made a perl program tat fixed it..phu..sometimes I forget how truly
blessed it can be working with people who actually know stuff beyond their
immediate jobs :)

-- 
Per Kristiansen
per at gathering.org




From rt-for-chris at db.lm.com  Sun Feb  3 18:19:56 2002
From: rt-for-chris at db.lm.com (rt-for-chris at db.lm.com)
Date: Sun, 3 Feb 2002 18:19:56 -0500 (EST)
Subject: [rt-users] Bounce messages create tickets 
In-Reply-To: <200201291605.g0TG5NN22747@nfsb.ecdev.fedex.com>
Message-ID: <20020203181730.A19888-100000@zaxxon.telerama.com>

> One thing you could do is to put a nice procmail rule in between your
> MTA and the rt-mailgate. I appreciate and understand the challenge of
> RT handling bounces, but my philosophy on issues like this is to let
> the software that has been written to address this problem...  address
> this problem. That's opposed to RT being extended to handle it.

I'll second that -- I've been using procmail for preventing spam/mail
loops for years.  My organization has been using RT since about
1997-1998 and we've been using procmail with it ever since.

procmail also gives you a lot more flexibility to deny spam/mail loops
based on things other than the From address, of course...

-Chris Tracy
 (Telerama Internet -/- System & Network Administrator -/- www.telerama.com)

On Tue, 29 Jan 2002, Matt Disney wrote:

>
> Also, having RT requests pass through a procmail rule isn't too
> complicated a solution, either. You just have to make sure your rule is
> good. :-)
>
> Matt
>
> "Yan Fitterer" writes:
> >I didn't have a mail storm (this time - but had a rather nasty one a few month
> >s ago where
> >the filesystem ran out of space...), merely a bewildered postmaster that found
> > himself in
> >a ticket he didn't really want!
> >
> >The problem could potentially be painfull if we had loads of requests coming f
> >rom outside
> >addresses, which we don't. But I would still like to be able to set RT to reco
> >gnise
> >bounce messages, and treat them accordingly.
> >
> >Yan
> >
> >
> >
> >----  On 29 Jan 2002, at 7:46, matthew zeier wrote:  ----
> >
> >> I had this happen to me and within minutes had 50 new tickets.  My only fix
> >> was change the rt incoming mail alias to myself for a bit.
> >>
> >> Perhaps a throttle feature is needed?  More than x tickets in y seconds,
> >> stop processing and email administrator ?
> >>
> >> ----- Original Message -----
> >> From: "Yan Fitterer" <y.fitterer at ram.ac.uk>
> >> To: <rt-users at lists.fsck.com>
> >> Sent: Tuesday, January 29, 2002 1:44 AM
> >> Subject: [rt-users] Bounce messages create tickets
> >>
> >>
> >> > Hi all,
> >> >
> >> > Just encountered a bit of an annoying behaviour:
> >> >
> >> > 1) A user sends a new request
> >> > 2) RT sends an auto-responder
> >> > 3) Autoresponder bounces (mailbox full for ex.)
> >> > 4) Autoresponder is seen as a new request
> >> > 5) Postmaster of some remote gateway gets autoresponder on ticket creation
> >> >
> >> > Has anybody had that problem before? If yes, is there a known fix?
> >> >
> >> > Really what would be best to do, would be to identify "bounce" messages
> >> (the MAIL FROM in
> >> > the eveloppe is blank in those), and treat them appropriately.
> >> >
> >> > Any other bright ideas on this one?
> >> >
> >> > Thanks
> >> > Yan
> >> > --
> >> > Yan Fitterer
> >> > IT Manager, Royal Academy of Music
> >> > E-mail : y.fitterer at ram.ac.uk
> >> > Marylebone Rd, London, NW1 5HT
> >> > Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364
> >> >
> >> >
> >> >
> >> > _______________________________________________
> >> > rt-users mailing list
> >> > rt-users at lists.fsck.com
> >> > http://lists.fsck.com/mailman/listinfo/rt-users
> >> >
> >>
> >
> >
> >--
> >Yan Fitterer
> >IT Manager, Royal Academy of Music
> >E-mail : y.fitterer at ram.ac.uk
> >Marylebone Rd, London, NW1 5HT
> >Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364
> >
> >
> >
> >_______________________________________________
> >rt-users mailing list
> >rt-users at lists.fsck.com
> >http://lists.fsck.com/mailman/listinfo/rt-users
> >
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From kris at eclipseci.com  Sun Feb  3 18:49:41 2002
From: kris at eclipseci.com (Kristopher Lalletti)
Date: Sun, 3 Feb 2002 18:49:41 -0500
Subject: [rt-users] Time Problems
Message-ID: <000701c1ad0d$72f1e4c0$c800000a@kris>

I just noticed that the time of my tickets are 5 hours off.  Is there a
timezone configuration parameter that has to be taken in account? Or the
server time must be maintained at GMT?
 
Thanks
 
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From rt-for-chris at db.lm.com  Sun Feb  3 18:52:22 2002
From: rt-for-chris at db.lm.com (rt-for-chris at db.lm.com)
Date: Sun, 3 Feb 2002 18:52:22 -0500 (EST)
Subject: [rt-users] RT addon -- DTRT
Message-ID: <20020203184952.A19888-100000@zaxxon.telerama.com>

Hi there,

I was taking a look at some of RT's addons and I think I might mess
around with the DTRT project management addon.  Is there any
documentation for it?

I looked around for awhile and could only find CVS updates mentioned
in the mailing lists, and nothing in the documentation.  I can see
that it is actively being worked on, so I'd like to check it out...

If there's no docs I can probably manage to just download all the
files, put them in the right place and mess around with it, but any
help would be most appreciated.  It seems like it might do things that
I'm looking for...

-Chris





From rt-for-chris at db.lm.com  Sun Feb  3 18:57:07 2002
From: rt-for-chris at db.lm.com (rt-for-chris at db.lm.com)
Date: Sun, 3 Feb 2002 18:57:07 -0500 (EST)
Subject: [rt-users] Time Problems
In-Reply-To: <000701c1ad0d$72f1e4c0$c800000a@kris>
Message-ID: <20020203185408.I19888-100000@zaxxon.telerama.com>

Hi there,

Check out your rt2/etc/config.pm file.  There is a $Timezone variable
in there that probably needs changed.

Beware, one caveat is that this variable must be set to a timezone
that is recognized by your Unix box.  'locate zoneinfo' may (or may
not) help you determine what you need to set this variable to if you
can't figure out what to set it to.

Hope that helps!

-Chris Tracy
 (Telerama Internet -/- System & Network Administrator -/- www.telerama.com)

On Sun, 3 Feb 2002, Kristopher Lalletti wrote:

> I just noticed that the time of my tickets are 5 hours off.  Is there a
> timezone configuration parameter that has to be taken in account? Or the
> server time must be maintained at GMT?
>
> Thanks
>
>





From kris at eclipseci.com  Sun Feb  3 19:06:49 2002
From: kris at eclipseci.com (Kristopher Lalletti)
Date: Sun, 3 Feb 2002 19:06:49 -0500
Subject: [rt-users] Time Problems
In-Reply-To: <20020203185408.I19888-100000@zaxxon.telerama.com>
Message-ID: <000c01c1ad0f$d7d8d130$c800000a@kris>

Indeed, didn't think of looking in the config.pm

I previously had defined CA/Eastern which wrong and should have been
Canada/Eastern

Thanks

-----Original Message-----
From: rt-for-chris at db.lm.com [mailto:rt-for-chris at db.lm.com] 
Sent: February 3, 2002 6:57 PM
To: Kristopher Lalletti
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Time Problems

Hi there,

Check out your rt2/etc/config.pm file.  There is a $Timezone variable
in there that probably needs changed.

Beware, one caveat is that this variable must be set to a timezone
that is recognized by your Unix box.  'locate zoneinfo' may (or may
not) help you determine what you need to set this variable to if you
can't figure out what to set it to.

Hope that helps!

-Chris Tracy
 (Telerama Internet -/- System & Network Administrator -/-
www.telerama.com)

On Sun, 3 Feb 2002, Kristopher Lalletti wrote:

> I just noticed that the time of my tickets are 5 hours off.  Is there
a
> timezone configuration parameter that has to be taken in account? Or
the
> server time must be maintained at GMT?
>
> Thanks
>
>







From dane at al.com.au  Sun Feb  3 18:37:33 2002
From: dane at al.com.au (Dane Rapaport)
Date: Mon, 4 Feb 2002 10:37:33 +1100
Subject: [rt-users] Somewhat urgent help required.
Message-ID: <02Feb4.115434est.115211@gateway.al.com.au>

As a matter of some urgency, I REALLY need to configure RT to be able to
display the priority
in the main or "Home" window.

That is to say, the Home window should ideally appear somewhat like
this:

25 Highest Priority Tickets I Own...

             #Subject                                        Queue
Status     Priority
 2948   rt not displaying priority              jobs
open            4                   [Update]


Any advice on how to do this would be GREATLY appreciated.

I was hoping it could be done by adding something into the weboptions
hash in the config.pm file.
Something like this:

{ Header => 'PriorityDisplay',
         TicketAttribute => 'PriorityAsInt'
#or perhaps PriorityAsString...the Tickets table describes it as an
int(11)
         }

This is, as a some of you would know, very similar to the way one would
add the DateDue
to the default display. (or so I have seen from the FAQ at any rate)

I would just like someone to tell me if
a) this is the correct way to do it
b) if the change I suggested will bring about the result I am looking
for
c) the syntax is correct?
d) i should be doing it some other way??

Thanks in advance

Dane


--
Dane Rapaport
Systems Administrator and All Round Nice Guy
Animal LOGIC, Fox Studios Australia
www.animallogic.com
p: +61 2 9383 4964
m:  0414 735 922




From scott at xs4all.nl  Mon Feb  4 04:32:14 2002
From: scott at xs4all.nl (Scott A. McIntyre)
Date: Mon, 4 Feb 2002 10:32:14 +0100
Subject: [rt-users] HowTo or FAQ on creating scrips?
Message-ID: <20020204093214.GB29253@xs4all.nl>

Hi,

I've seen a number of people asking how to create new Scrips, new
Actions, etc, and there's been various mentions of putting the perl
module in the right place, and then modifying the database accordingly,
but try as I might, I haven't yet seen a FAQ or HowTo on this (or, for
that matter, an answer...)

I've trawled through the archives, but haven't seen anything jump out at
me.  If someone has a reference to the steps one needs to go through to
add any of the add-ons, or our own Scrips/Actions/Conditions, it would
be most handy.

Thanks,

Scott




From francisv at dagupan.com  Mon Feb  4 04:45:25 2002
From: francisv at dagupan.com (francisv at dagupan.com)
Date: Mon, 4 Feb 2002 17:45:25 +0800 
Subject: [rt-users] Purpose of keywords
Message-ID: <10F29E27A956D511B0940050DA8D86A9340E97@apmail.dagupan.com>

Hi,

What's the purpose of the keywords in RT? Will the software catch keywords
from e-mails sent to a support address and allow it to be routed to
different support groups depending on the keyword match?

---
 francis a. vidal [bitstop network services] | http://www.dagupan.com
 streaming media + web hosting               | http://www.keystone.ph
 v(02)330-2871,(02)330-2872; f(02)330-2873   | http://www.kuro.ph 




From bruce_campbell at ripe.net  Mon Feb  4 04:44:51 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 4 Feb 2002 10:44:51 +0100 (CET)
Subject: [rt-users] Error starting Apache...
In-Reply-To: <3C5C5014.6080504@online.no>
Message-ID: <Pine.LNX.4.44.0202041042040.3593-100000@x22.ripe.net>

On Sat, 2 Feb 2002, Olav [ISO-8859-1] Lindkj?len wrote:

> > If you really don't have Apache/DBI.pm, you need to install it manually,
> > via:
> >
> > 	perl -MCPAN -e'install Apache::DBI'
>
> Worked :-)

Cool.

> > ( you will probably also need to rinse and repeat for Apache::Session.
>
> >   See http://www.fsck.com/rtfm/ and search for 'Apache::' )
>
> Now I can start httpd, but got another problem when trying to access it
> from my win box:
> Internal Server error, and this entry in /var/log/httpd/error_log:
>
> [Sat Feb  2 15:43:49 2002] [error] Can't write to
> '/var/log/rt.log.21089.0': Permission denied at
> /usr/lib/perl5/site_perl/5.6.0/Log/Dispatch/File.pm line 68.
>
> What permissions are wrong?

The user that your web server runs as is trying to create a log file for
RT as defined in etc/config.pm .  I would suggest that you create a
directory '/var/log/rt', chown that directory to be the web user, and edit
etc/config.pm ($LogDir) to point to that directory.

Regards,

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




From bruce_campbell at ripe.net  Mon Feb  4 06:56:25 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 4 Feb 2002 12:56:25 +0100 (CET)
Subject: [rt-users] HowTo or FAQ on creating scrips?
In-Reply-To: <20020204093214.GB29253@xs4all.nl>
Message-ID: <Pine.LNX.4.44.0202041240390.893-100000@x22.ripe.net>

On Mon, 4 Feb 2002, Scott A. McIntyre wrote:

> I've seen a number of people asking how to create new Scrips, new
> Actions, etc, and there's been various mentions of putting the perl
> module in the right place, and then modifying the database accordingly,
> but try as I might, I haven't yet seen a FAQ or HowTo on this (or, for
> that matter, an answer...)

'You put the perl module in the right place, and update the database
 accordingly'.

Theres a fair bit of hints and tips over in rt-devel regarding various
Scrips.  The things you need are:

	reading of man pages perlboot, perltoot, perltootc, perlobj,
	perlbot, perlmod, perlmodlib, perlmodinstall.  (Go read them,
	really, they explain a lot)

	Reading of the RT::Condition::Generic and RT::Action::Generic
	modules (lib/RT/Condition/Generic.pm and lib/RT/Action/Generic.pm)

	Understanding what is the 'right' place for the modules:

		ScripConditions go in lib/RT/Condition/
		ScripActions go in lib/RT/Action/

	Understanding how ScripConditions and ScripActions are loaded:

		The SQL tables ScripConditions and ScripActions define
		an 'ExecModule' which is used as the RT::Condition::blah
		or RT::Action::blah 'require'd in
		lib/RT/ScripCondition.pm's LoadCondition() and
		lib/RT/ScripAction.pm's LoadAction() methods.

	Understanding how to insert ScripConditions and ScripActions into
	the database:

		Copy someone else's 'insert_condition_blah.pl' or
		'insert_action_blah.pl', see
		http://www.fsck.com/pub/rt/contrib/2.0, and change as
		appropriate.

> I've trawled through the archives, but haven't seen anything jump out at
> me.  If someone has a reference to the steps one needs to go through to
> add any of the add-ons, or our own Scrips/Actions/Conditions, it would
> be most handy.

The above is a quick list.  If you like, I can do up a quick (but in
detail) commentary on steps need to create your own
Scrip{Condition,Action} and put it into place.  ( I've got something else
underway for work, so I can provide a walk-thru for that ).

Regards,

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




From oliver.rennert at kuehne-nagel.com  Mon Feb  4 07:52:32 2002
From: oliver.rennert at kuehne-nagel.com (Oliver Rennert (HAM MI-E))
Date: Mon, 4 Feb 2002 13:52:32 +0100
Subject: [rt-users] --summary: documentation
Message-ID: <NDBBIBLONKPKJFBLBIMJGEDCCIAA.oliver.rennert@kuehne-nagel.com>

Hi Jesse

What is the status of documenting the --summary string? I need the age to be shown on the command line.

-ore



Earlier answer (September 2001) from Jesse:

That should be configurable.  The --summary format needs to get documented better.
If you're at all familiar with perl, bin/rt should be relatively straight 
forward. (Though it's some of the ugliest code in rt2 ;)

-j


From oliver.rennert at kuehne-nagel.com  Mon Feb  4 07:59:41 2002
From: oliver.rennert at kuehne-nagel.com (Oliver Rennert (HAM MI-E))
Date: Mon, 4 Feb 2002 13:59:41 +0100
Subject: [rt-users] --summary: documentation
In-Reply-To: <NDBBIBLONKPKJFBLBIMJGEDCCIAA.oliver.rennert@kuehne-nagel.com>
Message-ID: <NDBBIBLONKPKJFBLBIMJEEDDCIAA.oliver.rennert@kuehne-nagel.com>

Hi Jesse

What is the status of documenting the --summary string? I need the age to be shown on the command line.

-ore



Earlier answer (September 2001) from Jesse:

That should be configurable.  The --summary format needs to get documented better.
If you're at all familiar with perl, bin/rt should be relatively straight 
forward. (Though it's some of the ugliest code in rt2 ;)

-j

From feargal at thecia.ie  Mon Feb  4 08:38:34 2002
From: feargal at thecia.ie (Feargal Reilly)
Date: Mon, 04 Feb 2002 13:38:34 +0000
Subject: [rt-users] --summary: documentation
In-Reply-To: <NDBBIBLONKPKJFBLBIMJGEDCCIAA.oliver.rennert@kuehne-nagel.c
 om>
Message-ID: <5.1.0.14.0.20020204133517.0239d0e0@mail.thecia.ie>

I updated the online docs a while back with the full syntax for the CLI.
Have a look at
http://www.fsck.com/rtfm/article.html?id=3#14

You should find what you need there.

-fr.

At 12:52 04/02/02, Oliver Rennert (HAM MI-E) wrote:
>Hi Jesse
>
>What is the status of documenting the --summary string? I need the age to 
>be shown on the command line.
>
>-ore
>
>
>
>Earlier answer (September 2001) from Jesse:
>
>That should be configurable.  The --summary format needs to get documented 
>better.
>If you're at all familiar with perl, bin/rt should be relatively straight
>forward. (Though it's some of the ugliest code in rt2 ;)
>
>-j
>
>???????????????????????????????????????z?&j)b? 
>b??????????l????(?m????+-???rO??o?j)fj???b?????????

Feargal Reilly,
Systems Administrator,
The CIA.




From rt-users at lists.netways.de  Mon Feb  4 09:14:11 2002
From: rt-users at lists.netways.de (rt-users)
Date: Mon, 4 Feb 2002 15:14:11 +0100
Subject: AW: [rt-users] Somewhat urgent help required.
Message-ID: <BCC3512209E05946985DFC040E858BF007320A@net-mail.int.netways.de>

> Von: Dane Rapaport [mailto:dane at al.com.au] 
> Betreff: [rt-users] Somewhat urgent help required.
> 
> As a matter of some urgency, I REALLY need to configure RT to 
> be able to
> display the priority
> in the main or "Home" window.
> 
> That is to say, the Home window should ideally appear somewhat like
> this:
> 
> 25 Highest Priority Tickets I Own...
> 
>              #Subject                                        Queue
> Status     Priority
>  2948   rt not displaying priority              jobs
> open            4                   [Update]

You should add <%$Ticket->Priority%> to
rt2/WebRT/html/Elements/MyTickets

Julian



From Rafael.Corvalan at linkvest.com  Mon Feb  4 09:23:15 2002
From: Rafael.Corvalan at linkvest.com (Rafael Corvalan)
Date: Mon, 4 Feb 2002 15:23:15 +0100
Subject: [rt-users] merge bug?
Message-ID: <B45465FD9C23D21193E90000F8D0F3DF012345D0@mailsrv.linkvest.com>

Hello,
I've taken a look at the mailing list archives and this issue seems to
be unresolved.
Does someone have more infos?
I have exactly the same problem... the ticket is merged but no
transaction is generated.
Regards
Rafael

--------------------------------
From: Matthew Watson mwatson at office.netspace.net.au
Thu, 17 Jan 2002 13:03:27 +1100 

As an afterthought, i turned on debug and merged another ticket into my
3
merged tickets.

had a looky in the debug logs..

checking if the new ticket has the same id and effective id...adding a
merged into linkRT::Ticket=HASH(0x9019790) Somebody tried to duplicate a
link

The merge actually succeeded, but the AddLink failed.

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Matthew Watson
> Sent: Thursday, 17 January 2002 12:36 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] merge bug?
>
>
> Heya.
>
>  I've noticed a slight issues,
> rt-2.0.11
>  If I merge two tickets together, then merge a third ticket into them,
the
> history shows all three tickets, but there is no transactions for
> the second
> merge.
>
> for this i,
> merged 271419 into 271421
> then resolved 271421
> then merged 271420 into 271421
>
> looking at the db it has..
>
> mysql> select id,EffectiveId from Tickets where id in
> ('271419','271420','271421');
> +--------+-------------+
> | id     | EffectiveId |
> +--------+-------------+
> | 271419 |      271421 |
> | 271420 |      271421 |
> | 271421 |      271421 |
> +--------+-------------+
> 3 rows in set (0.00 sec)
>
> which is correct, but..
>
> mysql> select * from Transactions where Ticket in
> ('271419','271420','271421') or EffectiveTicket in
> ('271419','271420','271421');
> +--------+-----------------+--------+-----------+---------+-------
> -----+----
> ------+----------+-----------------------------------------+------
> ---+------
> ---------------+
> | id     | EffectiveTicket | Ticket | TimeTaken | Type    | Field
|
> OldValue | NewValue | Data                                    |
Creator |
> Created             |
> +--------+-----------------+--------+-----------+---------+-------
> -----+----
> ------+----------+-----------------------------------------+------
> ---+------
> ---------------+
> | 693415 |            NULL | 271419 |         0 | Create  | NULL
|
> NULL     | NULL     | NULL                                    |
52 |
> 2002-01-17 12:24:09 |
> | 693416 |            NULL | 271420 |         0 | Create  | NULL
|
> NULL     | NULL     | NULL                                    |
52 |
> 2002-01-17 12:24:24 |
> | 693418 |            NULL | 271421 |         0 | Create  | NULL
|
> NULL     | NULL     | NULL                                    |
52 |
> 2002-01-17 12:24:43 |
> | 693422 |            NULL | 271419 |         0 | AddLink | MergedInto
|
> NULL     | NULL     | Ticket 271419 MergedInto ticket 271421. |
52 |
> 2002-01-17 12:25:35 |
> | 693424 |            NULL | 271421 |         0 | Status  |
> Status     | new
> | resolved | NULL                                    |      52 |
> 2002-01-17
> 12:25:58 |
> +--------+-----------------+--------+-----------+---------+-------
> -----+----
> ------+----------+-----------------------------------------+------
> ---+------
> ---------------+
> 5 rows in set (1.80 sec)
>
> mysql>
>
> so the second merge transaction is missing.
>
> Anyone see this? is it a bug or just something I'm doing wrong.
> So, it seems to work nicely, except, there is no transactions for
> subsequent
> merges?
>
>
> On a kind of related note, I noticed with 2.0.9 when doing a
> search it must
> not look at the effectiveids correctly, as a search would pull out
tickets
> that are merges together.. but that seems to be fixed in 2.0.11
>
> ----------------------------------------------
> Matthew Watson
> Development, Netspace Online Systems
> mwatson at netspace.net.au
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users





From dphull at ku.edu  Mon Feb  4 09:28:30 2002
From: dphull at ku.edu (dphull at ku.edu)
Date: Mon, 4 Feb 2002 08:28:30 -0600 (CST)
Subject: [rt-users] HowTo or FAQ on creating scrips?
In-Reply-To: <Pine.LNX.4.44.0202041240390.893-100000@x22.ripe.net>
Message-ID: <Pine.LNX.4.33.0202040827390.26474-100000@insipid.cc.ukans.edu>

On Mon, 4 Feb 2002, Bruce Campbell wrote:

> The above is a quick list.  If you like, I can do up a quick (but in
> detail) commentary on steps need to create your own
> Scrip{Condition,Action} and put it into place.  ( I've got something else
> underway for work, so I can provide a walk-thru for that ).

I would appreciate seeing something like this, if you've got the time to
post it.

Thanks.

-- 
Dave Hull
Senior Information Technology Analyst
The University of Kansas
voice: (785) 864-0403 || (785) 864-5621
fax: (785) 864-0485
http://insipid.cc.ukans.edu/dphull





From ian at assv.net  Mon Feb  4 09:29:18 2002
From: ian at assv.net (Ian D)
Date: 04 Feb 2002 14:29:18 +0000
Subject: [rt-users] Priority in the search UI
Message-ID: <m2bsf52udd.fsf@dominatrix.lackflicka.nu>

What's the magic incantation in %WebOptions to get Priority to show up
in the Search page? Not InitialPriority or FinalPriority, but just
Priority (The kind that's set in Modify.html).

-- 
/Ian D
ian at assv.net




From rt at stuff.f00l.org  Mon Feb  4 09:33:32 2002
From: rt at stuff.f00l.org (Scott)
Date: Mon, 4 Feb 2002 09:33:32 -0500 (EST)
Subject: [rt-users] Unable to start Apache after installing rt
In-Reply-To: <6F5008AF7FACD411B5B400508B9A4F99924A72@mail.intertrade.com>
Message-ID: <Pine.LNX.4.44.0202040930240.568-100000@eclipse.f00l.org>

Aaron,

  I did what you said, and am still having the same problem.  Any other
ideas?  Dunno if it helps, but I'm using Apache-1.3.22 w/ modperl-1.26.

-Scott

On Fri, 1 Feb 2002, Hicks, Aaron wrote:

> Hi all,
>
>   I'm new to rt and I have just joined this list.  Below is my answer to
> Scotts problem.  I sent it to him off list but thought that maybe some other
> solaris folks might need to know this.  This is what I did to get rt up and
> running my Ultra 5 running Solaris 8.  If anyone see any problem with what I
> did please tell me, I'm not a developer these days so I just guess as to
> adding the #undef main line in mod_perl.h.:
>
> Scott,
>
>   I'm new to RT so I have just compiled apache with mod_perl myself and this
> is what I had to do to get it to run.
>
> Found a patch on the web, can't remember where right now, that add the
> following lines to src/modules/mod_perl.h starting on line 88:
>
> #undef pergcomp
> #undef setregid
> #undef setreuid
> #undef sync
> #undef my_memcmp
>
> The lines just above this are:
>
> #include "EXTERN.h"
> #include "perl.h"
> #ifdef PERL_OBJECT
> #define NO_XSLOCKS
> #endif
> #include "XSUB.h"
>
> Once I did that I started to get error from httpd that is could not load the
> mod_perl library because main was redefined, so I added the following line
> below the ones added earlier:
>
> #undef main
>
> I then recompiled mod_perl and the apache and all is working now.
>
> Also you need to down load Apache::DBI which is not in the testdeps list.
> There is a FAQ about this at the rt web page.
>
> I hope this help
> Aaron
>
> -----Original Message-----
> From: Scott [mailto:rt at stuff.f00l.org]
> Sent: Friday, February 01, 2002 7:36 AM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Unable to start Apache after installing rt
>
>
> Having some problems getting Apache going after I installed rt.  I'm
> running Solaris 8 on a Sparc.
>
> When I untar rt and run make testdeps it shows all the perlmods are
> found..
>
> $ make testdeps
> /usr/bin/perl ./tools/testdeps -warn mysql
> Checking for DBI 1.18 ...found
> Checking for DBIx::DataSource 0.02 ...found
> Checking for DBIx::SearchBuilder 0.48 ...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
>
> When I try to start Apache w/ modperl it gives me the following errors..
>
> [Fri Feb  1 09:28:41 2002] [error] Can't load
> '/usr/perl5/site_perl/5.005/sun4-solaris/auto/Apache/Cookie/Cookie.so' for
> module Apache::Cookie: ld.so.1: ../bin/httpd: fatal: relocation error:
> file /usr/perl5/site_perl/5.005/sun4-solaris/auto/Apache/Cookie/Cookie.so:
> symbol perl_request_rec: referenced symbol not found at
> /usr/perl5/5.00503/sun4-solaris/DynaLoader.pm line 169.
>
>  at /usr/perl5/site_perl/5.005/sun4-solaris/mod_perl.pm line 65535
> BEGIN failed--compilation aborted at /usr/local/rt2/bin/webmux.pl line 80.
>
> Syntax error on line 876 of /usr/local/apache-modperl/conf/httpd.conf:
> Can't load
> '/usr/perl5/site_perl/5.005/sun4-solaris/auto/Apache/Cookie/Cookie.so' for
> module Apache::Cookie: ld.so.1: ../bin/httpd: fatal: relocation error:
> file /usr/perl5/site_perl/5.005/sun4-solaris/auto/Apache/Cookie/Cookie.so:
> symbol perl_request_rec: referenced symbol not found at
> /usr/perl5/5.00503/sun4-solaris/DynaLoader.pm line 169.
>
>  at /usr/perl5/site_perl/5.005/sun4-solaris/mod_perl.pm line 65535 BEGIN
> failed--compilation aborted at /usr/local/rt2/bin/webmux.pl line 80.
>
>   Here is what my httpd.conf entry looks like..
>
> <VirtualHost mydomain>
> DocumentRoot /usr/local/rt2/WebRT/html
> ServerName mydomain
> PerlModule Apache::DBI
> PerlFreshRestart On
> PerlRequire /usr/local/rt2/bin/webmux.pl
> <Location />
> SetHandler perl-script
>  PerlHandler RT::Mason
> </Location>
> </VirtualHost>
>
>   If I comment out 'use Apache::Cookie;' in webmux.pl the webserver will
> start, but then it complains because of the undefined subroutin.  I've
> tried reinstalling libapreq-0.33 but it doesn't help.
>
>   Please let me know if you need any further information.
>
>  Any help would be greatly appreciated.  I'm stuck.
>
> -Scott
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
>





From Chris.Shenton at hq.nasa.gov  Mon Feb  4 10:55:59 2002
From: Chris.Shenton at hq.nasa.gov (Chris Shenton)
Date: 04 Feb 2002 10:55:59 -0500
Subject: [rt-users] Somewhat urgent help required.
In-Reply-To: <02Feb4.115434est.115211@gateway.al.com.au>
References: <02Feb4.115434est.115211@gateway.al.com.au>
Message-ID: <86sn8hmeb4.fsf@Palimpsest.it.hq.nasa.gov>

Dane Rapaport <dane at al.com.au> writes:

> As a matter of some urgency, I REALLY need to configure RT to be
> able to display the priority in the main or "Home" window.
> 
> 25 Highest Priority Tickets I Own...
> 
>              #Subject                                        Queue
> Status     Priority
>  2948   rt not displaying priority              jobs
> open            4                   [Update]
> 
> I was hoping it could be done by adding something into the
> weboptions hash in the config.pm file.  Something like this:
> 
> { Header => 'PriorityDisplay',
>          TicketAttribute => 'PriorityAsInt'
> #or perhaps PriorityAsString...the Tickets table describes it as an
> int(11)
>          }

I found this answered by searching the archives, but I just installed
RT for the first time a couple days ago, so it may not be optimal. In
fact it sounds like this doesn't answer your question. This displays
Priority in the list of tickets once you've selected a queue, not on
your "home" page where you see all your tickets regardless of queue.
Hmmm, maybe it will help anyway?

%WebOptions=
    (
     ExtraTransactionActions => sub { return ""; },

     QueueListingCols =>
      [
       { Header     => 'Id',
         TicketLink => 1,
         TicketAttribute => 'Id'
         },

      { Header     => 'Subject',
         TicketAttribute => 'Subject'
         },
       { Header => 'Requestor(s)',
         TicketAttribute => 'RequestorsAsString'
         },
       { Header => 'Status',
         TicketAttribute => 'Status'
         },


       { Header => 'Queue',
         TicketAttribute => 'QueueObj->Name'
         },

       { Header => 'Priority',
         TicketAttribute => 'Priority'
         },

       [... the rest of the columns omitted ...]




From khera at kcilink.com  Mon Feb  4 11:24:58 2002
From: khera at kcilink.com (Vivek Khera)
Date: Mon, 4 Feb 2002 11:24:58 -0500
Subject: [rt-users] Bounce messages create tickets 
In-Reply-To: <20020203181730.A19888-100000@zaxxon.telerama.com>
References: <200201291605.g0TG5NN22747@nfsb.ecdev.fedex.com>
	<20020203181730.A19888-100000@zaxxon.telerama.com>
Message-ID: <15454.46554.670085.293605@yertle.kciLink.com>

>>>>> "r" == rt-for-chris  <rt-for-chris at db.lm.com> writes:

>> One thing you could do is to put a nice procmail rule in between your
>> MTA and the rt-mailgate. I appreciate and understand the challenge of

r> I'll second that -- I've been using procmail for preventing spam/mail
r> loops for years.  My organization has been using RT since about
r> 1997-1998 and we've been using procmail with it ever since.

Personally, I think RT *should* catch those bounces and then flag the
ticket that the email address of the submitted is bogus.  No point
wasting time replying to these people when your mail won't get through
anyway, is there?



From jrstear at sandia.gov  Mon Feb  4 13:11:02 2002
From: jrstear at sandia.gov (Jon Stearley)
Date: Mon, 4 Feb 2002 11:11:02 -0700
Subject: [rt-users] Re: Attachments in Correspondance?
Message-ID: <20020204181102.GH32299@sandia.gov>

>>On Wed, 2002-01-16 at 20:04, Mike White wrote:
>> 
>> Has anyone tried out Staffan Larsen's NotifyWithAttachment Action?
>> (http://lists.fsck.com/pipermail/rt-users/2001-October/004793.html)
>> 
>> I'm thinking of implementing it and i'm wondering if anyone has
>> found any problems.
>
> [Ross Williamson ross.williamson at quios.net]
> We have implemented this locally and it works really well.

i'd also like to use it, but am unsure if i should hack my local stuff
or wait for an easy downloadable patch or update.  i don't see it in
2.0/contrib, will it land there or in release?  ideally (for me :),
it's going to be rolled into 2.0.12 (or already is in .11 and i missed
it in the ChangeLog) which'll be sufficient reason for me to upgrade.
please advise, thx!

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




From joepepin at att.com  Mon Feb  4 13:52:16 2002
From: joepepin at att.com (Pepin, Joseph D (Joe), PROSH)
Date: Mon, 4 Feb 2002 13:52:16 -0500
Subject: [rt-users] Yet Another Error Starting Apache: ap_null_cleanup not found
Message-ID: <456FD0E7B215B24ABBAD711614E4A7A2BE5544@OCCLUST03EVS1.ugd.att.com>

I get this when starting Apache ( Apache/1.3.23 (Unix) PHP/4.1.1 mod_perl/1.26 mod_ssl/2.8.6 OpenSSL/0.9.6b ) :

	[Mon Feb  4 13:23:52 2002] [error] Can't load '/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/Cookie/Cookie.so' for module Apache::Cookie: ld.so.1: /usr/local/apache/bin/httpd: fatal: relocation error: file /usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/Cookie/Cookie.so: symbol ap_null_cleanup: referenced symbol not found at /usr/local/lib/perl5/5.6.1/sun4-solaris/DynaLoader.pm line 206.
	 at /usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/mod_perl.pm line 14
	Compilation failed in require at /local/opt/rt2/bin/webmux.pl line 80.
	BEGIN failed--compilation aborted at /local/opt/rt2/bin/webmux.pl line 80.
	Compilation failed in require at (eval 34) line 1.

	Syntax error on line 1209 of /usr/local/apache/conf/httpd.conf:
	Can't load '/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/Cookie/Cookie.so' for module Apache::Cookie: ld.so.1: /usr/local/apache/bin/httpd: fatal: relocation error: file /usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/Cookie/Cookie.so: symbol ap_null_cleanup: referenced symbol not found at /usr/local/lib/perl5/5.6.1/sun4-solaris/DynaLoader.pm line 206.
	 at /usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/mod_perl.pm line 14
	Compilation failed in require at /local/opt/rt2/bin/webmux.pl line 80.
	BEGIN failed--compilation aborted at /local/opt/rt2/bin/webmux.pl line 80.
	Compilation failed in require at (eval 34) line 1.

In httpd.conf:

	# RT2 Stuff

	Alias /rt2 /local/opt/rt2/WebRT/html
	PerlModule Apache::DBI
	PerlFreshRestart On
	PerlRequire /local/opt/rt2/bin/webmux.pl
	<Location /rt2>
	    SetHandler perl-script
	    PerlHandler RT::Mason
	</Location>

	# End of RT2 Stuff




From gregs at Intellstat.com  Mon Feb  4 14:07:03 2002
From: gregs at Intellstat.com (Greg Smythe)
Date: Mon, 4 Feb 2002 11:07:03 -0800 
Subject: [rt-users] Yet Another Error Starting Apache: ap_null_cleanup
	 not found
Message-ID: <41257DB9CD3CD311BE92006008A52B2554FD0C@mail.intellstat.com>

Sounds like Apache::Cookie didn't install right. Sometimes that's a module
you have to install manually...




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




-----Original Message-----
From: Pepin, Joseph D (Joe), PROSH [mailto:joepepin at att.com] 
Sent: Monday, February 04, 2002 10:52 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] Yet Another Error Starting Apache: ap_null_cleanup not
found


I get this when starting Apache ( Apache/1.3.23 (Unix) PHP/4.1.1
mod_perl/1.26 mod_ssl/2.8.6 OpenSSL/0.9.6b ) :

	[Mon Feb  4 13:23:52 2002] [error] Can't load
'/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/Cookie/Cookie
.so' for module Apache::Cookie: ld.so.1: /usr/local/apache/bin/httpd: fatal:
relocation error: file
/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/Cookie/Cookie.
so: symbol ap_null_cleanup: referenced symbol not found at
/usr/local/lib/perl5/5.6.1/sun4-solaris/DynaLoader.pm line 206.
	 at /usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/mod_perl.pm
line 14
	Compilation failed in require at /local/opt/rt2/bin/webmux.pl line
80.
	BEGIN failed--compilation aborted at /local/opt/rt2/bin/webmux.pl
line 80.
	Compilation failed in require at (eval 34) line 1.

	Syntax error on line 1209 of /usr/local/apache/conf/httpd.conf:
	Can't load
'/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/Cookie/Cookie
.so' for module Apache::Cookie: ld.so.1: /usr/local/apache/bin/httpd: fatal:
relocation error: file
/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/Cookie/Cookie.
so: symbol ap_null_cleanup: referenced symbol not found at
/usr/local/lib/perl5/5.6.1/sun4-solaris/DynaLoader.pm line 206.
	 at /usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/mod_perl.pm
line 14
	Compilation failed in require at /local/opt/rt2/bin/webmux.pl line
80.
	BEGIN failed--compilation aborted at /local/opt/rt2/bin/webmux.pl
line 80.
	Compilation failed in require at (eval 34) line 1.

In httpd.conf:

	# RT2 Stuff

	Alias /rt2 /local/opt/rt2/WebRT/html
	PerlModule Apache::DBI
	PerlFreshRestart On
	PerlRequire /local/opt/rt2/bin/webmux.pl
	<Location /rt2>
	    SetHandler perl-script
	    PerlHandler RT::Mason
	</Location>

	# End of RT2 Stuff


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



From bruce_campbell at ripe.net  Mon Feb  4 14:33:52 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 4 Feb 2002 20:33:52 +0100 (CET)
Subject: [rt-users] HowTo or FAQ on creating scrips?
In-Reply-To: <Pine.LNX.4.33.0202040827390.26474-100000@insipid.cc.ukans.edu>
Message-ID: <Pine.LNX.4.44.0202042031020.893-100000@x22.ripe.net>

On Mon, 4 Feb 2002 dphull at ku.edu wrote:

> On Mon, 4 Feb 2002, Bruce Campbell wrote:
>
> > The above is a quick list.  If you like, I can do up a quick (but in
> > detail) commentary on steps need to create your own
> > Scrip{Condition,Action} and put it into place.  ( I've got something else
> > underway for work, so I can provide a walk-thru for that ).
>
> I would appreciate seeing something like this, if you've got the time to
> post it.

I have some debugging work to do on the ScripCondition to make sure it
works as intended, but I guess it will be available tomorrow.  Note that
perl isn't really my field of expertise.

Regards,

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




From janez.dovc at ijs.si  Mon Feb  4 14:43:23 2002
From: janez.dovc at ijs.si (Janez Dovc)
Date: Mon, 4 Feb 2002 20:43:23 +0100
Subject: [rt-users] more input with email
References: <BCC3512209E05946985DFC040E858BF007320A@net-mail.int.netways.de>
Message-ID: <010201c1adb4$35ef7a90$0101a8c0@kgb>

Hello,
I would like to be able to insert more things to rt trough email interface.
For no, comment and new tickets can be created. How to insert working time,
change of status etc by email? Is it possible?
Why? To be able to do more things offline.

Regards,

Janez




From dane at al.com.au  Mon Feb  4 16:54:54 2002
From: dane at al.com.au (Dane Rapaport)
Date: Tue, 5 Feb 2002 08:54:54 +1100
Subject: [rt-users] Somewhat urgent help required.
References: <02Feb4.115434est.115211@gateway.al.com.au> <86sn8hmeb4.fsf@Palimpsest.it.hq.nasa.gov>
Message-ID: <02Feb5.091320est.115213@gateway.al.com.au>

Thanks to all who provided assistance with this.
It was truly appreciated.

Chris: I wasnt looking very closely at the commenting about the
weboption prototyping.
Yesterday, before any replies came through I already figured out the
 { Header => 'Priority',
         TicketAttribute => 'Priority'
         },

and added it into the config.pm file and it worked.
Priority is now displayed on the tickets listed in the Search results.

With the advice from Jesse and rt_user, I can now modify the Home page
to
display the Priority as required.

Thanks again to Jesse et al.

Dane

--
Dane Rapaport
Systems Administrator and All Round Nice Guy
Animal LOGIC, Fox Studios Australia
www.animallogic.com
p: +61 2 9383 4964
m:  0414 735 922






From matt at nothingreal.com  Mon Feb  4 17:30:04 2002
From: matt at nothingreal.com (Matt Plec)
Date: Mon, 4 Feb 2002 14:30:04 -0800
Subject: FW: [rt-users] Re: Attachments in Correspondance?
Message-ID: <011201c1adcb$7e437140$950200c0@monty.nothingreal.com>

We've been using this for a couple of weeks. It seems to work just
fine. Install at first seemed confusing but turned out to be very
simple. From the notes I jotted down....

. drop the .pm file into lib/RT/Action
. add an appropriate entry to ScripActions table

For the ScripActions entry, I think there is a bit of perl included to
do this, but I just took a look at the other records in the table and
that bit of code and it was obvious what needed to be added, so I just
added the record myself.

It seems like it must be more complex but as I said, it turned out to
be pretty simple and just worked as expected. A lot of RT has seemed
that way to me. I don't know Perl well, and definitely not with all
the modules/etc so I'm a bit timid to go mucking around in it.
However, everything just seems to work the way you'd expect and the
little things I've tried always turned out to be easier than I
expected. Very cool.

On that note, if anyone has experience with it, a bit of a tutorial on
building HeadsUp type of reports would be fantastic; at least some
general guidance on how things go together. I see various files that
seem to have different functions. I can make some changes, but I'm not
sure how to go about getting what I want (and to see what I *can* get,
for that matter). I'm not sure if I need to learn more about using
perl in this object-oriented kind of way and it will be more obvious
or just grasp the architecture of RT better to know where to begin.

Matt.


> >>On Wed, 2002-01-16 at 20:04, Mike White wrote:
> >>
> >> Has anyone tried out Staffan Larsen's NotifyWithAttachment
Action?
> >>
(http://lists.fsck.com/pipermail/rt-users/2001-October/004793.html)
> >>
> >> I'm thinking of implementing it and i'm wondering if anyone has
> >> found any problems.
> >
> > [Ross Williamson ross.williamson at quios.net]
> > We have implemented this locally and it works really well.
>
> i'd also like to use it, but am unsure if i should hack my local
stuff
> or wait for an easy downloadable patch or update.  i don't see it in
> 2.0/contrib, will it land there or in release?  ideally (for me :),
> it's going to be rolled into 2.0.12 (or already is in .11 and i
missed
> it in the ChangeLog) which'll be sufficient reason for me to
upgrade.
> please advise, thx!




From gregs at Intellstat.com  Mon Feb  4 18:07:56 2002
From: gregs at Intellstat.com (Greg Smythe)
Date: Mon, 4 Feb 2002 15:07:56 -0800 
Subject: [rt-users] Yet Another Error Starting Apache: ap_null_cleanup
	 not found
Message-ID: <41257DB9CD3CD311BE92006008A52B2554FD0F@mail.intellstat.com>

Nope, I'm not that much of a programmer.. ;-(




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




-----Original Message-----
From: Pepin, Joseph D (Joe), PROSH [mailto:joepepin at att.com] 
Sent: Monday, February 04, 2002 11:35 AM
To: Greg Smythe
Subject: RE: [rt-users] Yet Another Error Starting Apache: ap_null_cleanup
not found


No problems installing Apache::Cookie (see below), but Apache still won't
start.  There are a couple of (extinct) versions of Apache on my system. The
routine ap_null_cleanup is actually somewhere in Apache.  Any idea where
libapreq is looking for it?

# perl Makefile.PL
Writing Makefile for libapreq
Warning: -L../blib/arch/auto/libapreq changed to
-L/export/home/jpepin/.cpan/build/libapreq-0.33/Request/../blib/arch/auto/li
bapreq
Writing Makefile for Apache::Request
Warning: -L../blib/arch/auto/libapreq changed to
-L/export/home/jpepin/.cpan/build/libapreq-0.33/Cookie/../blib/arch/auto/lib
apreq
Writing Makefile for Apache::Cookie
Writing Makefile for libapreq
#  

# make install
make[1]: Entering directory
`/export/home/jpepin/.cpan/build/libapreq-0.33/c'
gcc -c
-I/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/include
-I/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/include/modu
les/perl
-I/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/include/incl
ude
-I/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/include/rege
x
-I/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/include/os/u
nix -fno-strict-aliasing -I/usr/local/include -D_LARGEFILE_SOURCE
-D_FILE_OFFSET_BITS=64 -O   -DVERSION=\"0.10\" -DXS_VERSION=\"0.10\" -fPIC
-I/usr/local/lib/perl5/5.6.1/sun4-solaris/CORE  apache_request.c
gcc -c
-I/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/include
-I/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/include/modu
les/perl
-I/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/include/incl
ude
-I/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/include/rege
x
-I/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/include/os/u
nix -fno-strict-aliasing -I/usr/local/include -D_LARGEFILE_SOURCE
-D_FILE_OFFSET_BITS=64 -O   -DVERSION=\"0.10\" -DXS_VERSION=\"0.10\" -fPIC
-I/usr/local/lib/perl5/5.6.1/sun4-solaris/CORE  apache_cookie.c
gcc -c
-I/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/include
-I/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/include/modu
les/perl
-I/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/include/incl
ude
-I/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/include/rege
x
-I/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/include/os/u
nix -fno-strict-aliasing -I/usr/local/include -D_LARGEFILE_SOURCE
-D_FILE_OFFSET_BITS=64 -O   -DVERSION=\"0.10\" -DXS_VERSION=\"0.10\" -fPIC
-I/usr/local/lib/perl5/5.6.1/sun4-solaris/CORE  apache_multipart_buffer.c
rm -rf ../blib/arch/auto/libapreq/libapreq.a
/usr/ccs/bin/ar cr ../blib/arch/auto/libapreq/libapreq.a apache_request.o
apache_cookie.o apache_multipart_buffer.o && :
../blib/arch/auto/libapreq/libapreq.a
chmod 755 ../blib/arch/auto/libapreq/libapreq.a
make[1]: Leaving directory `/export/home/jpepin/.cpan/build/libapreq-0.33/c'
make[1]: Entering directory
`/export/home/jpepin/.cpan/build/libapreq-0.33/Request'
gcc -c -I../c
-I/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/include
-I/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/include/modu
les/perl
-I/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/include/incl
ude
-I/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/include/rege
x
-I/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/include/os/u
nix -fno-strict-aliasing -I/usr/local/include -D_LARGEFILE_SOURCE
-D_FILE_OFFSET_BITS=64 -O   -DVERSION=\"0.33\" -DXS_VERSION=\"0.33\" -fPIC
-I/usr/local/lib/perl5/5.6.1/sun4-solaris/CORE  Request.c
Running Mkbootstrap for Apache::Request ()
chmod 644 Request.bs
rm -f ../blib/arch/auto/Apache/Request/Request.so
LD_RUN_PATH="/export/home/jpepin/.cpan/build/libapreq-0.33/Request/../blib/a
rch/auto/libapreq" gcc  -G -L/usr/local/lib Request.o  -o
../blib/arch/auto/Apache/Request/Request.so
-L/export/home/jpepin/.cpan/build/libapreq-0.33/Request/../blib/arch/auto/li
bapreq -lapreq  
chmod 755 ../blib/arch/auto/Apache/Request/Request.so
cp Request.bs ../blib/arch/auto/Apache/Request/Request.bs
chmod 644 ../blib/arch/auto/Apache/Request/Request.bs
Manifying ../blib/man3/Apache::Request.3
make[1]: Leaving directory
`/export/home/jpepin/.cpan/build/libapreq-0.33/Request'
make[1]: Entering directory
`/export/home/jpepin/.cpan/build/libapreq-0.33/Cookie'
gcc -c -I../c
-I/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/include
-I/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/include/modu
les/perl
-I/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/include/incl
ude
-I/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/include/rege
x
-I/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/include/os/u
nix -fno-strict-aliasing -I/usr/local/include -D_LARGEFILE_SOURCE
-D_FILE_OFFSET_BITS=64 -O   -DVERSION=\"0.01\" -DXS_VERSION=\"0.01\" -fPIC
-I/usr/local/lib/perl5/5.6.1/sun4-solaris/CORE  Cookie.c
Running Mkbootstrap for Apache::Cookie ()
chmod 644 Cookie.bs
rm -f ../blib/arch/auto/Apache/Cookie/Cookie.so
LD_RUN_PATH="/export/home/jpepin/.cpan/build/libapreq-0.33/Cookie/../blib/ar
ch/auto/libapreq" gcc  -G -L/usr/local/lib Cookie.o  -o
../blib/arch/auto/Apache/Cookie/Cookie.so
-L/export/home/jpepin/.cpan/build/libapreq-0.33/Cookie/../blib/arch/auto/lib
apreq -lapreq  
chmod 755 ../blib/arch/auto/Apache/Cookie/Cookie.so
cp Cookie.bs ../blib/arch/auto/Apache/Cookie/Cookie.bs
chmod 644 ../blib/arch/auto/Apache/Cookie/Cookie.bs
Manifying ../blib/man3/Apache::Cookie.3
make[1]: Leaving directory
`/export/home/jpepin/.cpan/build/libapreq-0.33/Cookie'
Manifying blib/man3/libapreq.3
Manifying blib/man3/Apache::libapreq.3
Installing
/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/libapreq/libapreq.a
Files found in blib/arch: installing files in blib/lib into architecture
dependent library tree
Installing /usr/local/man/man3/Apache::Request.3
Installing /usr/local/man/man3/Apache::Cookie.3
Installing /usr/local/man/man3/libapreq.3
Installing /usr/local/man/man3/Apache::libapreq.3
Writing
/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/libapreq/.packlist
Appending installation info to
/usr/local/lib/perl5/5.6.1/sun4-solaris/perllocal.pod
# 




-----Original Message-----
From: Greg Smythe [mailto:gregs at Intellstat.com]
Sent: Monday, February 04, 2002 2:07 PM
To: Pepin, Joseph D (Joe), PROSH; rt-users at lists.fsck.com
Subject: RE: [rt-users] Yet Another Error Starting Apache:
ap_null_cleanup not found


Sounds like Apache::Cookie didn't install right. Sometimes that's a module
you have to install manually...




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




-----Original Message-----
From: Pepin, Joseph D (Joe), PROSH [mailto:joepepin at att.com] 
Sent: Monday, February 04, 2002 10:52 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] Yet Another Error Starting Apache: ap_null_cleanup not
found


I get this when starting Apache ( Apache/1.3.23 (Unix) PHP/4.1.1
mod_perl/1.26 mod_ssl/2.8.6 OpenSSL/0.9.6b ) :

	[Mon Feb  4 13:23:52 2002] [error] Can't load
'/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/Cookie/Cookie
.so' for module Apache::Cookie: ld.so.1: /usr/local/apache/bin/httpd: fatal:
relocation error: file
/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/Cookie/Cookie.
so: symbol ap_null_cleanup: referenced symbol not found at
/usr/local/lib/perl5/5.6.1/sun4-solaris/DynaLoader.pm line 206.
	 at /usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/mod_perl.pm
line 14
	Compilation failed in require at /local/opt/rt2/bin/webmux.pl line
80.
	BEGIN failed--compilation aborted at /local/opt/rt2/bin/webmux.pl
line 80.
	Compilation failed in require at (eval 34) line 1.

	Syntax error on line 1209 of /usr/local/apache/conf/httpd.conf:
	Can't load
'/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/Cookie/Cookie
.so' for module Apache::Cookie: ld.so.1: /usr/local/apache/bin/httpd: fatal:
relocation error: file
/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/Apache/Cookie/Cookie.
so: symbol ap_null_cleanup: referenced symbol not found at
/usr/local/lib/perl5/5.6.1/sun4-solaris/DynaLoader.pm line 206.
	 at /usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/mod_perl.pm
line 14
	Compilation failed in require at /local/opt/rt2/bin/webmux.pl line
80.
	BEGIN failed--compilation aborted at /local/opt/rt2/bin/webmux.pl
line 80.
	Compilation failed in require at (eval 34) line 1.

In httpd.conf:

	# RT2 Stuff

	Alias /rt2 /local/opt/rt2/WebRT/html
	PerlModule Apache::DBI
	PerlFreshRestart On
	PerlRequire /local/opt/rt2/bin/webmux.pl
	<Location /rt2>
	    SetHandler perl-script
	    PerlHandler RT::Mason
	</Location>

	# End of RT2 Stuff


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



From pdh at snapgear.com  Mon Feb  4 19:36:35 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 5 Feb 2002 10:36:35 +1000
Subject: [rt-users] more input with email
In-Reply-To: <010201c1adb4$35ef7a90$0101a8c0@kgb>
References: <BCC3512209E05946985DFC040E858BF007320A@net-mail.int.netways.de> <010201c1adb4$35ef7a90$0101a8c0@kgb>
Message-ID: <20020205003635.GE22043@moreton.com.au>

Janez Dovc wrote:
> For no, comment and new tickets can be created. How to insert working time,
> change of status etc by email? Is it possible?

You want the enhanced mailgate.

http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/enhanced-mailgate.README



From gwarnagiris at babcockbrown.com  Mon Feb  4 21:55:21 2002
From: gwarnagiris at babcockbrown.com (George Warnagiris)
Date: Mon, 4 Feb 2002 21:55:21 -0500 
Subject: [rt-users] RE: PROCMAIL
Message-ID: <D2C244AC3888D511AB120008C78647036C4792@soho.ny.babcockbrown.com>

I have a problem using procmail with RT and I though you may be able to
help.  I have been assigned the task of cleaning up after my department's
Exchange administrators.  All SMTP email that leaves the Exchange servers
have a disclaimer appended.  For obvious reasons, I am trying to filter this
disclaimer before it hits RT.  I have created a procmail recipe that uses
perl to strip the unwanted text.  I though this should be invoked in the
aliases file like this:

helpdeskus: "| procmail /etc/.procmailrc | /opt/rt2/bin/rt-mailgate --queue
helpdeskus --action correspond"

It, unfortunately, sends a blank, header-less, body-less email to RT.  I'm
not sure what I'm doing wrong here.  I thought you may be able to suggest a
better place to invoke procmail.  Maybe I should insert perl directly into
RT to perform this?

Any thoughts or suggestions on this mater would be appreciated.

Thanks,
George



This email message may contain information that is confidential and
proprietary to Babcock & Brown or a third party.  If you are not the
intended recipient, please contact the sender and destroy the original and
any copies of the original message.  Babcock & Brown takes measures to
protect the content of its communications.  However, Babcock & Brown cannot
guarantee that email messages will not be intercepted by third parties or
that email messages will be free of errors or viruses.



From wes at manisec.com  Mon Feb  4 22:21:09 2002
From: wes at manisec.com (Wes Bateman)
Date: Mon, 4 Feb 2002 21:21:09 -0600 (CST)
Subject: [rt-users] Keyword usage from CLI
In-Reply-To: <D2C244AC3888D511AB120008C78647036C4792@soho.ny.babcockbrown.com>
Message-ID: <Pine.LNX.4.21.0202042116190.682-100000@ksoze.manisec.com>

Hi, sorry if this has been asked before?  I didn't find it on a quick trip
through the archives though.

Is there a way to select only certain tickets from a queue by keywords,
using the command line interface?  I haven't used RT since the v.1 days,
and I've so far found the keywords under the web interface to be a great
thing.  I really rely on the command line interface though, as I base
shell scripts off of the CLI tools.

I was doing stuff like:

rt --limit-queue=general --summary %id5%subject80%owner10%due20%status8

I can't find a keyword object in the documentation.

Any help or ideas?  Hopefully it's a simple thing that I haven't figured
out in the new version yet :)

Thanks,

Wes




From jesse at bestpractical.com  Tue Feb  5 00:54:05 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 5 Feb 2002 00:54:05 -0500
Subject: [rt-users] Commercial support of RT in Slovenia [BIZ]
Message-ID: <20020205005405.M13379@fsck.com>

Recently, I had the opportunity to visit Alesh Mustar, an RT user in Slovenia.                                                                                  I'm pleased to announce a new partnership with his company, OpenSource
Technologies as the exclusive provider of commercial support for RT in
Slovenia. Alesh's company provides managed linux-based servers for Slovenian
companies.  RT is an integral part of their service offering, which they'll
be marketing heavily within Slovenia.                                                                                                                           For more information about OpenSource Technologies send email to
info at opensource-technologies.com or visit www.opensource-technologies.com. 

	Thanks,
	Jesse


PS: From here on in, any announcement sent to rt-users or rt-announce about
business-related things will have a subject line that ends in [BIZ], so that
those of you who would prefer to filter such announcements can do so easily.

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



From ian at assv.net  Tue Feb  5 04:13:26 2002
From: ian at assv.net (Ian D)
Date: 05 Feb 2002 09:13:26 +0000
Subject: [rt-users] Somewhat urgent help required.
In-Reply-To: <86sn8hmeb4.fsf@Palimpsest.it.hq.nasa.gov>
References: <02Feb4.115434est.115211@gateway.al.com.au>
	<86sn8hmeb4.fsf@Palimpsest.it.hq.nasa.gov>
Message-ID: <m2lme81ebt.fsf@dominatrix.lackflicka.nu>

Chris Shenton <Chris.Shenton at hq.nasa.gov> writes:

>        { Header => 'Priority',
>          TicketAttribute => 'Priority'
>          },

I've got exactly that line in my config.pm, but it doesn't work. It
just shows "-" in the listing. FinalPriority works. Any ideas on how
to get it to work?
-- 
/Ian D
ian at assv.net




From bruce_campbell at ripe.net  Tue Feb  5 05:29:40 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 5 Feb 2002 11:29:40 +0100 (CET)
Subject: [rt-users] RE: PROCMAIL
In-Reply-To: <D2C244AC3888D511AB120008C78647036C4792@soho.ny.babcockbrown.com>
Message-ID: <Pine.LNX.4.44.0202051114260.893-100000@x22.ripe.net>

On Mon, 4 Feb 2002, George Warnagiris wrote:

> disclaimer before it hits RT.  I have created a procmail recipe that uses
> perl to strip the unwanted text.  I though this should be invoked in the
> aliases file like this:
>
> helpdeskus: "| procmail /etc/.procmailrc | /opt/rt2/bin/rt-mailgate --queue
> helpdeskus --action correspond"
>
> It, unfortunately, sends a blank, header-less, body-less email to RT.  I'm
> not sure what I'm doing wrong here.  I thought you may be able to suggest a

You would be better off invoking rt-mailgate from within the procmailrc.
I do my mail delivery to RT via:

aliases file:
	# Run rt2 as the rt2 user, not as root.
	test-rt2:           "| /usr/bin/procmail -m /etc/procmailrcs/rt2-test"

/etc/procmailrcs/rt2-test:

	# This file MUST be owned by the rt2 user.  See '-m' description
	# in the procmail man page.
	HOME=/home/rt2
	INCLUDERC=$HOME/.procmailrc-test

	# are we still here after including?  Dump it to someone
	:0
	! joe_bloggs at example.com

( The above two snippets gets procmail running, as the rt2 user, a
  procmail file for the specific queue.  I really really dislike relying
  on setuid stuff. )

/home/rt2/.procmailrc-test

	# This file does any filtering/mail manipulations/etc before
	# calling rt-mailgate.

	HOME=/home/rt2
	LOGFILE=log/procmail.log
	VERBOSE=no

	# Go away you naughty annoying spammer
	:0
	* ^From:.*badguy at example.com
	/dev/null

	# Place mailfiltering here
	:0 f
	| /home/rt2/bin/my_custom_filter_program

	# Accept the mail into mailgate.  We { } enclose it incase we want
	# a last-ditch filter.
	:0
	{
	  # Use a lockfile to ensure only one rt-mailgate process.
	  :0 :.procmail.lock
	  | /home/rt2/bin/rt-mailgate --queue TEST --action correspond

	  # Something went wrong.  Dump it to someone
	  :0e
	  ! joe.bloggs at example.com
	}

Regards,

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





From Michael.BLK at Freezone.co.uk  Tue Feb  5 05:44:45 2002
From: Michael.BLK at Freezone.co.uk (Michael Bielicki)
Date: 05 Feb 2002 10:44:45 +0000
Subject: [rt-users] Upgrading the database (postgres)
Message-ID: <1012905885.5359.4.camel@hagbard.freezone.co.uk>


Hi there,
I want to upgrade to postgresql 7.2 since I tested it and it has a
rather significant speed increase through a much much better optimizer
and some other tweaks. Now, can I basically simply dump the rt db and
load it agin or is their some oid stuff that will destroy my rt system ?

I have aoround 30.000 entries by now and a speed improvement would get
me probably a bottle of champaign fr5om the support guys :)

regards

Michael Bielicki

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From khera at kcilink.com  Tue Feb  5 11:10:41 2002
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 5 Feb 2002 11:10:41 -0500
Subject: [rt-users] Upgrading the database (postgres)
In-Reply-To: <1012905885.5359.4.camel@hagbard.freezone.co.uk>
References: <1012905885.5359.4.camel@hagbard.freezone.co.uk>
Message-ID: <15456.1025.910161.326869@onceler.kciLink.com>

>>>>> "MB" == Michael Bielicki <Michael.BLK at Freezone.co.uk> writes:

MB> I want to upgrade to postgresql 7.2 since I tested it and it has a
MB> rather significant speed increase through a much much better optimizer
MB> and some other tweaks. Now, can I basically simply dump the rt db and
MB> load it agin or is their some oid stuff that will destroy my rt system ?

I'm about to embark on the same.  I've dumped and restored rt within
Postgres 7.1.3 with no problems.  I don't believe there are any
incompatibilities between postgres versions as far as the SQL goes, so
it should work.  Please let us know if there were problems.

You will test out your process on a development server first, right?




From bruce_campbell at ripe.net  Tue Feb  5 13:35:47 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 5 Feb 2002 19:35:47 +0100 (CET)
Subject: [rt-users] FAQ: Creating ScripConditions
Message-ID: <Pine.LNX.4.44.0202051904450.893-100000@x22.ripe.net>

This documents how to create a basic ScripCondition yourself.  It uses a
comparitive minimum of features, and gives a rough overview of what
features you can use.  *Most* of what is described is also applicable to
ScripActions, with the exception that a ScripAction has two invoked
methods, 'Prepare()' and 'Commit()'.

Overview:

For a Scrip to be executed, a number of factors determine RT's choice,
before RT even loads the code behind a Scrip.

Firstly, the Scrip must either be Global, or specific to a Queue.

Secondly, the Transaction being created must be one of those described in
the ScripCondition's ApplicableTransType field.

Thirdly, the ScripCondition's 'IsApplicable()' method must return true.
This is what we're going to cover.

If the ScripCondition's IsApplicable returns true, RT then proceeds to
load the appropriate ScripAction, Prepare() it, and if that was
successful, Commit() it.  ( The dry bit that does this is in
lib/RT/Transaction.pm - Create ).

All of the above (except for the public methods() ) are described in the
SQL tables concerning Scrips.  Lets have a look there:

SQL references; Scrips;

In the Scrips table, RT looks at the following:

mysql> select * from Scrips;
+----+----------------+-------------+-------------------+-------+----------+---------+---------+---------------+-------------+
| id | ScripCondition | ScripAction | Stage             | Queue | Template | Creator | Created | LastUpdatedBy | LastUpdated |
+----+----------------+-------------+-------------------+-------+----------+---------+---------+---------------+-------------+
|  1 |              1 |           1 | TransactionCreate |     2 |        1 |    NULL | NULL    |          NULL | NULL        |
[snip]

Firstly, we have the id field of the Scrip.  Secondly, we have the ids for
the ScripCondition and ScripAction.  These are used as indexes in the
ScripConditions and ScripActions tables.

Next, we have the stage of the Scrip.  Currently RT has only one Stage,
being the TransactionCreate, but has the possibility of being extended.

Then we have the Queue identifier (again, used as an index in the Queues
table) and the Template identifier (index into Templates).  The remaining
fields are merly informational, and we can ignore them in this context.

SQL References; ScripConditions:

The next step is to look at the ScripCondition.  This can be done
selecting the same identifier from the ScripConditions table as is
mentioned in the Condition (see the Scrips table):

mysql> select * from ScripConditions where id = '1';
+----+----------+--------------------------+----------------+----------+----------------------+---------+---------------------+---------------+---------------------+
| id | Name     | Description              | ExecModule     | Argument | ApplicableTransTypes | Creator | Created             | LastUpdatedBy | LastUpdated         |
+----+----------+--------------------------+----------------+----------+----------------------+---------+---------------------+---------------+---------------------+
|  1 | OnCreate | When a ticket is created | AnyTransaction | NULL     | Create               |       1 | 2001-12-23 21:25:18 |             1 | 2001-12-23 21:25:18 |
+----+----------+--------------------------+----------------+----------+----------------------+---------+---------------------+---------------+---------------------+

Again, we have the identifier of the ScripCondition.  We also have a
descriptive Name, and an expanded Description.  Next, we have an odd field
named 'ExecModule', being the real magic behind Scrips, and covered
further on.  Next we have an optional Argument, and a list of applicable
Transactions types.  The remaining fields are again, informational and not
covered here.

In this case, RT will load this Scrip when a Transaction is Created, hence
the name 'OnCreate' (descriptive only) and 'Create' in
ApplicableTransTypes (used by RT).

Loading a ScripCondition:

Now that we've read the SQL table to know what the ScripCondition is and
we're in an Applicable Transaction Type, the next task is to load it.
This is done via the LoadCondition() method in lib/RT/ScripCondition.pm,
aka:

	$self->ExecModule =~ /^(\w+)$/;	# match the word
	my $module = $1;		# store the word
	my $type = "RT::Condition::" . $module;	# Prepare the word

	# Use the word
	eval "require $type" || die "Require of $type failed.\n$@\n";

The above retrieves the name of the ExecModule from the database
('AnyTransaction'), and tries to 'require' it as
RT::Condition::AnyTransaction.  Replacing the '::'s with '/' indicates
that RT is reading in lib/RT/Condition/AnyTransaction.pm .

( Note that RT is also doing some other tricks to ensure that if RT is
  unable to load a ScripCondition, RT doesn't completely die.  Having bad
  code during testing is ok and won't badly affect your installation. )

Examining a ScripCondition:

Looking at our example Condition (lib/RT/Condition/AnyTransaction.pm), we
can see that its pretty simple.

The essential part of it is the following:

	# Declare what we are:
	package RT::Condition::AnyTransaction;

	# Read in the Generic RT Goodness
	require RT::Condition::Generic;

	# Load the Generic RT Goodness into our namespace
	@ISA = qw(RT::Condition::Generic);

The above lines (note that I've put in extra comments for clarity) do most
of the footwork behind a ScripCondition.  We'll cover some of what
RT::Condition::Generic does for you later.

Next in the code is the public method, 'IsApplicable()'.  Back in
lib/RT/Transaction.pm, you can see that RT calls the 'IsApplicable()'
method to see if RT should execute the ScripAction.  In AnyTransaction,
IsApplicable is extremely simple:

	sub IsApplicable {
		# Get our OO $self
		my $self = shift;

		# This routine returns true in any case.
		return(1);
	}

Writing our Own ScripCondition:

In this example, we're going to create our own ScripCondition.  As this is
a step-by-step example, we're not going to do anything complicated, but we
are going to do something useful.

In a typical RT install, a Scrip is supplied that reads something like:

	OnCreate AutoreplyToRequestors with template Autoreply

This gives an Autoreply each time that a transaction is created, normally
via Email.  Wouldn't it be useful to give a different AutoReply if a
request came in outside Office Hours?

So, we're going to create a ScripCondition that checks what time it is,
and we'll eventually end up with:

	OnCreateOfficeHours AutoreplyToRequestors with template Autoreply-hours
	OnCreateOutsideHours AutoreplyToRequestors with template Autoreply-outside

Sounds easy, right?

The Right Place to Put ScripConditions:

The correct place to put ScripConditions is in the 'Condition'
subdirectory of your RT's library, ie
'lib/RT/Condition/MyScripCondition.pm'.  Personally, I'm a great believer
of maintaining a seperate place for localisations, and I have the
following setup:

	/home/rt2/etc/site_scrips/Condition/MyLocalCondition.pm
	/home/rt2/lib/RT/Condition/MyLocalCondition.pm --symlink-to-->
		/home/rt2/etc/site_scrips/Condition/MyLocalCondition.pm

( This is so that when I upgrade, I just have to recreate the symbolic
  links, and not my localisations )

Everyone has their own method, however RT must be able to load
MyLocalCondition.pm from 'lib/RT/Condition/MyLocalCondition.pm'.

Example ScripCondition; Crontab.pm:

Bearing the above in mind, we're going to create our own ScripCondition
named 'Crontab.pm'.  Although we're going to appear to end up with 2
ScripConditions, we only need one ExecModule (RT::Condition::Crontab.pm).
Later, we'll be creating two ScripConditions that will have the same
ExecModule, but will differ in their Names, Descriptions and Arguments.

( Code Re-use is Good for you )

Firstly, we set up ourselves:

	# ScripCondition: Crontab.pm
	# IsApplicable returns true if the current time is within the
	# range specified by the Argument, undef otherwise.

	# Bruce Campbell says to always give yourself Credit, and
	# to use RCS (man rcs):
	# $Id$

	# Who are we?
	package RT::Condition::Crontab;

	# Bring all the RT Goodness into our lives.
	require RT::Condition::Generic;

	# and our namespace
	@ISA = qw(RT::Condition::Generic);

	# We're going to use this later.
	use Set::Crontab;

Now we've got our preparations out of the way, we can do some work.
Remember that the only public method is the 'IsApplicable()' one:

	# Override RT::Condition::Generic's IsApplicable method:

	sub IsApplicable {
		# Get our OO $self.
		my $self = shift;

		# Prepare our default return value
		my $retval = undef;

Now what?  We need to get the current time.  We'll use RT::Date for this.

		my $cur_time = new RT::Date( $RT::Nobody );
		$cur_time->SetToNow();

Next, we need to find out the time ranges that we're valid for.  For this,
we'll use the Argument that will be stored in the ScripConditions table
later.  We'll use the standard crontab specifiers as they're simple, and a
'man crontab' will give the usage.

To allow for multiple time ranges in one ScripCondition, we'll use the ':'
character, so:

		my @time_ranges = split( ':', $self->Argument );

Huh?  Where do we get the Argument from?  Its imported from
RT::Condition::Generic, as a helper method for getting values from
SQL concerning the current ScripCondition, Transaction (etc).

Next, we need to see if 'Now' is within any of the ranges given above.
For this, we need to use the nice Set::Crontab module from CPAN.  Do a
"perl -MCPAN -e'install Set::Crontab'" to install this.

		# Prepare 'now'.
		# We'll use localtime on the Unix() method of RT::Date
		my @nowlist = localtime( $cur_time->Unix );

		# Build up a compare list.
		my @wantlist = ();

		# Names are not supported in Set::Crontab
		$wantlist[0] = $nowlist[1];	# minute 0-59
		$wantlist[1] = $nowlist[2];	# hour 0-23
		$wantlist[2] = $nowlist[3];	# day of month 1-31
		$wantlist[3] = $nowlist[4] + 1;	# month 1-12
		$wantlist[4] = $nowlist[6];	# day of week 0-7

We also need to set up the known ranges for cron

		# Known ranges
		my @known_ranges = (
				[0..59],        # minute 0-59
				[0..23],        # hour 0-23
				[1..31],        # day of month 1-31
				[1..12],        # month 1-12
				[0..7],         # day of week 0-7
				);


We loop through the various @time_ranges that we've found.

		foreach my $this_range ( @time_ranges ){

			# Remove leading or trailing space (we split() on that later)
			$this_range =~ s/^\s*//g;
			$this_range =~ s/\s*$//g;

			# How many of the fields have we matched so far?
			my $matched = 0;

			# Split apart the fields based on whitespace.
			my @this_list = split( /\s+/, $this_range );

And we also loop through each field in the time range.

			# See if each field is in within range.
			my $loop = 0;
			while( ( $loop < scalar @wantlist ) &&
				( $loop < scalar @this_list ) ){
				my $tst = Set::Crontab->new(
					$this_list[$loop],
					$known_ranges[$loop] );
				if( $tst->contains(
					$wantlist[$loop] ){
					$matched++;
				}

Always remember to keep moving forward.

				# Increment the loop
				$loop++;

			}

Now we check to see whether we matched them all.  If we didn't, its
obviously not this time range.

			# Did we match them all?
			if( ( $matched == $loop ) &&
				( $loop == scalar @wantlist ) ){
				# We did.  Set our return value.
				$retval++;
			}
		}

Finally, we return with our results.

		# retval is undef when declared, and only incremented
		# if a time value matches.
		return( $retval );

	}

The very last thing we need in Crontab.pm is to return true for the
'require'.  So, we put:

	1;

At this point, it might be best to grab the working version from:

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

( Note, I'm not sure where Jesse is going to put it )

Inserting a ScripCondition into the Database; Template:

Now that we have our Code to execute the ScripCondition, we need to Create
the Condition in the SQL database.  With RT2.0.x, there is an interface
for Creating Scrips, but no easy method of calling it from the Web or
command line interfaces.

Instead, we're going to write a perl program to do it for us.  Save this
as 'insert_condition_Crontab_Template.pl':

	#!/usr/bin/perl -w

Remember to change these two variables as needed.

	# Where is our RT library?
	use lib "!!CHANGE_ME_TO_RT_LIB_DIRECTORY!!";

	# Where is our configuration?
	use lib "!!CHANGE_ME_TO_RT_ETC_DIRECTORY!!";

	# Get our base configuration (config.pm)
	use config;

	# pretty errors.
	use Carp;

	# use a few more things related to RT
	use RT::Handle;
	use RT::User;
	use RT::CurrentUser;

	# Connect to the Database (low level)
	$RT::Handle = new RT::Handle( $RT::DatabaseType );
	$RT::Handle->Connect;

	#Put together a current user object so we can create a User object
	my $CurrentUser = new RT::CurrentUser();

	#now that we bootstrapped that little bit, we can use the standard RT cli
	# helpers  to do what we need

	use RT::Interface::CLI  qw(CleanEnv LoadConfig DBConnect
        	                   GetCurrentUser GetMessageContent);

	#Clean out all the nasties from the environment
	CleanEnv();

	#Load etc/config.pm and drop privs
	LoadConfig();

	#Connect to the database and get RT::SystemUser and RT::Nobody loaded
	DBConnect();

	# Load the System User
	$CurrentUser->LoadByName('RT_System');

At this point, RT has connected to the database as the System User. From
here, we need to define what we put into the database:

	# The Argument for Crontab.pm is a ':' seperated list of
	# crontab-like entries.  See 'man crontab' (5) for a full
	# description of crontab configuration.
	my @ScripConditions = (
			       {
				Name => 'OnCreateHours',
				Description => 'Matches at any time',
				ApplicableTransTypes => 'Create',
				Argument => '* * * * *',
				ExecModule => 'Crontab',
			       },
			      );

And finally, we need to put it into the database:

	# The above is the user changable stuff.  Now create a Scrip with
	# the supplied data
	print "Creating ScripConditions...";

	use RT::ScripCondition;
	for $item (@ScripConditions) {
	    my $new_entry = new RT::ScripCondition($CurrentUser);
	    my $return = $new_entry->Create(%$item);
	    print $return.".";
	}

	print "done.\n";

	$RT::Handle->Disconnect();

	1;

Save that file as 'insert_condition_Crontab_Template.pl' (I like to keep it
these in /home/rt2/etc/site_scrips/notes/ myself, but you may have
different ideas of course), and proceed to the next step.

This should also be available from the same directory on www.fsck.com that
you found Crontab.pm.

Inserting a ScripCondition into the Database; Specifics:

Now that we have a Template for creating a ScripCondition, we're going to
use this to create two ScripConditions, 'OnCreateOfficeHours' and
'OnCreateOutsideHours' as suggested earlier.

To do this, make two copies of the Template as
'insert_condition_OnCreateOfficeHours.pl' and
'insert_condition_OnCreateOutsideHours.pl'.  Note that the names of the
files is arbitary, but simply helps to remember what you're dealing with.

Within the OfficeHours one, replace the Name, Description and Argument as
follows:

		Name => 'OnCreateOfficeHours',
		Description => 'Fires when a Create is done within Office \
				Hours',
		Argument => '* 9-16 * * 1-5',

Change as appropriate if your office hours are outside the sterotypical
9-5.  For example, the following describes 8:45am to 17:34pm:

		Argument => '45-59 8 * * 1-5:* 9-16 * * 1-5:0-15 17 * * 1-5',

Within the OutsideHours one, replace the Name, Description and Argument as
follows:

		Name => 'OnCreateOutsideHours',
		Description => 'Fires when a Create is done outside Office \
				Hours',
		Argument => '* 0-8 * * 1-5:* 17-23 * * 1-5:* * * * 0,6',

All that you need to do now is to run these perl programs (but not the
Template one), and you've created two new ScripConditions.

Using your New ScripConditions:

Using these ScripConditions is as easy as using any normal ScripCondition.
Firstly, you need to create two new Templates, 'Autoreply-hours' and
'Autoreply-outside' with appropriate texts, ie:

	Autoreply-hours:

		Greetings,

		This message has been automatically generated in response
		to the creation of a trouble ticket regarding:
			"{$Ticket->Subject()}" .

		We are on duty now, so you should receive a reply within
		the next hour.

		(etc)

	Autoreply-outside

		Greetings,

		This message has been automatically generated in response
		to the creation of a trouble ticket regarding:
			"{$Ticket->Subject()}" .

		Our office hours are between 9am and 5pm weekdays, and
		our local timezone is CET (GMT+0100).  We will answer your
		query on the next working day.

		(etc)

Finally, you need to create the Scrips using the Templates and the
Conditions that we've written, as:

	OnCreateOfficeHours AutoreplyToRequestors with template Autoreply-hours
	OnCreateOutsideHours AutoreplyToRequestors with template Autoreply-outside

Thats all there is to it.  Really.

Other things from RT::Condition::Generic:

The Generic module for ScripConditions handles all of the setup for that you
need in order to create your own ScripCondition.  By 'require'ing it, you
can just override what you need, normally just the 'IsApplicable' method.

The useful methods in Generic are the Argument() which we've seen above,
TicketObj() which gives you access to the current Ticket object, and
TransactionObj() which gives you access to the current Transaction object.

Both of these can be referenced from within
RT::Condition::MyLocalCondition as $self->TicketObj or
$self->TransactionObj.  Because they are references to Ticket and
Transaction objects, you can do neat things like:

	if( $self->TransactionObj->CreatorObj->EmailAddress() =~ /magic/ ){

At this point, the best method to learn is to use some examples.  Plenty
of examples can be found on the Rt distribution site, at
http://www.fsck.com/pub/rt/contrib/2.0 .  As a guideline for understanding
the code, always remember that '$self' refers to something within
ourselves (man perlboot).

If you see a reference that you don't get, search through the other files
that have been 'require'd or 'use'd until you find it.  Sometimes you will
have to go back into the code to find out where something is defined.

For example, RT::Condition::Generic uses $self->{'TransactionObj'}.  This
gets loaded by RT::ScripCondition->LoadCondition(), which is handed the
Transaction Object when called.  The only place LoadCondition() is called
is within RT::Transaction->Create(), which passes a copy of itself.
phew.  (theres no easy way of describing it.  Use grep over the whole
lib/RT tree if you have to)

Regards,

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







From gwarnagiris at babcockbrown.com  Tue Feb  5 17:18:07 2002
From: gwarnagiris at babcockbrown.com (George Warnagiris)
Date: Tue, 5 Feb 2002 17:18:07 -0500 
Subject: [rt-users] RE: PROCMAIL
Message-ID: <D2C244AC3888D511AB120008C78647036C47BF@soho.ny.babcockbrown.com>

Bruce,

I just wanted to let you know that your advice has been very instrumental in
helping to get this going.  I have successfully implemented and tested the
disclaimer filter.  I really appreciate the time you have spent on this
issue.  I owe you a beer next time you're in NYC.

For the list, here is my final /etc/aliases entry, procmail recipe and perl
script.  I hope this helps.

George


RELEVANT /etc/aliases FILE:
>
> #RT STuff
>
> helpdeskus: "| /usr/bin/procmail -m /etc/procmailrcs/disclaim-filter"
> #helpdeskus: "| /opt/rt2/bin/rt-mailgate --queue helpdeskus --action
> correspond"
>
MAIN PROCMAIL RECIPE> mmain

:
>
> #This file must be owned by the rt user
> HOME=/home/rt
> INCLUDERC=$HOME/.procmailrc
> LOGFILE=/tmp/disclaimstrip.log
> VERBOSE=on
> SHELL = /bin/bash
>
> 0
> ! me at domain
>
>
> So now procmail is acting as the user "rt".  Here's were it all 
> happens, the > INCLUDERC file /home/rt/.procmailrc:
>
>
> # This file does any filtering/mail manipulations/etc before # calling
> rt-mailgate.
> HOME=/home/rt
> LOGFILE=log/procmail.log
> VERBOSE=yes
>
> # Place mailfiltering here
> :0 wfb
>         |/usr/local/scripts/strip.disclaim
>
> 0
>         {
> # Use a lockfile to ensure only one rt-mailgate process.
>         :0:.procmail.lock
>         |/opt/rt2/bin/rt-mailgate --queue helpdeskus --action correspond
>
> # Something went wrong.  Dump it to someone
>         :0e
>         ! me at domain
> }
>
>
> And finally, here is the real simple perl script:
>
>
> #!/usr/bin/perl -w
>
> undef $/; #We want to treat STDIN as one line
>
> $input = <>;
>
> $input =~ s/This email message may contain information(.*?)free of 
> errors or
> viruses.//smg;
>
> $/ = "\n";
>
> print $input;
>



-----Original Message-----
From:	Bruce Campbell [mailto:bruce_campbell at ripe.net]
Sent:	Tuesday, February 05, 2002 5:30 AM
To:	George Warnagiris
Cc:	rt-users at lists.fsck.com
Subject:	Re: [rt-users] RE: PROCMAIL

On Mon, 4 Feb 2002, George Warnagiris wrote:

> disclaimer before it hits RT.  I have created a procmail recipe that uses
> perl to strip the unwanted text.  I though this should be invoked in the
> aliases file like this:
>
> helpdeskus: "| procmail /etc/.procmailrc | /opt/rt2/bin/rt-mailgate
--queue
> helpdeskus --action correspond"
>
> It, unfortunately, sends a blank, header-less, body-less email to RT.  I'm
> not sure what I'm doing wrong here.  I thought you may be able to suggest
a

You would be better off invoking rt-mailgate from within the procmailrc.
I do my mail delivery to RT via:

aliases file:
	# Run rt2 as the rt2 user, not as root.
	test-rt2:           "| /usr/bin/procmail -m
/etc/procmailrcs/rt2-test"

/etc/procmailrcs/rt2-test:

	# This file MUST be owned by the rt2 user.  See '-m' description
	# in the procmail man page.
	HOME=/home/rt2
	INCLUDERC=$HOME/.procmailrc-test

	# are we still here after including?  Dump it to someone
	:0
	! joe_bloggs at example.com

( The above two snippets gets procmail running, as the rt2 user, a
  procmail file for the specific queue.  I really really dislike relying
  on setuid stuff. )

/home/rt2/.procmailrc-test

	# This file does any filtering/mail manipulations/etc before
	# calling rt-mailgate.

	HOME=/home/rt2
	LOGFILE=log/procmail.log
	VERBOSE=no

	# Go away you naughty annoying spammer
	:0
	* ^From:.*badguy at example.com
	/dev/null

	# Place mailfiltering here
	:0 f
	| /home/rt2/bin/my_custom_filter_program

	# Accept the mail into mailgate.  We { } enclose it incase we want
	# a last-ditch filter.
	:0
	{
	  # Use a lockfile to ensure only one rt-mailgate process.
	  :0 :.procmail.lock
	  | /home/rt2/bin/rt-mailgate --queue TEST --action correspond

	  # Something went wrong.  Dump it to someone
	  :0e
	  ! joe.bloggs at example.com
	}

Regards,

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




This email message may contain information that is confidential and
proprietary to Babcock & Brown or a third party.  If you are not the
intended recipient, please contact the sender and destroy the original and
any copies of the original message.  Babcock & Brown takes measures to
protect the content of its communications.  However, Babcock & Brown cannot
guarantee that email messages will not be intercepted by third parties or
that email messages will be free of errors or viruses.



From cpacheco at planninggroup.com  Tue Feb  5 20:25:44 2002
From: cpacheco at planninggroup.com (Christen R. Pacheco)
Date: Tue, 5 Feb 2002 20:25:44 -0500
Subject: [rt-users] FW: novice having trouble with mail...
Message-ID: <8BBF48E7E5112145872F07ABE8CA7836FEC8@pgiexch1.HEADQUARTERS.PLANNINGGROUP.NET>



>  -----Original Message-----
> From: 	Christen R. Pacheco  
> Sent:	Tuesday, February 05, 2002 7:30 PM
> To:	'rt-users at lists.fsck.com'
> Subject:	novice having trouble with mail...
> 
> I am having an issue with configure the Email Gateway I am using a default install of redhat 7.2 with sendmail. I have followed the instructions very carefully and these are the lines I have added to my /etc/aliases file:
> 	help:| /opt/rt2/bin/rt-mailgate --queue general --action correspond
> 	help-comment: | /opt/rt2/bin/rt-mailgate --queue general --action comment
> 	noc: | /opt/rt2/bin/rt-mailgate --queue network --action correspond
> 	noc-comment: | /opt/rt2/bin/rt-mailgate --queue network --action comment
> I then rebuild aliases of course but when i send an email from and external address ie christen_0125 at hotmail.com 
> I receive this back: from the server on my client...
> 	The original message was received at Tue, 5 Feb 2002 18:00:51 -0500 from f128.law11.hotmail.com [64.4.17.128]
> 	   ----- The following addresses had permanent fatal errors -----
> 	| /opt/rt2/bin/rt-mailgate --queue general
>     	(reason: service unavailable)
>     	(expanded from: <help at rt.spidergate.net>)
>    	----- Transcript of session follows -----
> 	smrsh: rt-mailgate.--queue.general not available for sendmail programs 
> 	554 5.0.0 Service unavailable
> 	Reporting-MTA: dns; rt.spidergate.net
> 	Received-From-MTA: DNS; f128.law11.hotmail.com
> 	Arrival-Date: Tue, 5 Feb 2002 18:00:51 -0500
> 
> 	Final-Recipient: RFC822; help at rt.spidergate.net
> 	X-Actual-Recipient: X-Unix; |/opt/rt2/bin/rt-mailgate.--queue.general
> 	Action: failed
> 	Status: 5.5.0
> 	Diagnostic-Code: X-Unix; 69
> 	Last-Attempt-Date: Tue, 5 Feb 2002 18:00:52 -0500 
> 
> Here is my tail /var/log/maillog
> 
> Feb  5 18:54:02 rt sendmail[2250]: g15Nrs802250: from=root, size=13, class=0, nrcpts=1, msgid=<200202052353.g15Nrs802250 at rt.spidergate.net>, relay=root at localhost
> Feb  5 18:54:02 rt smrsh: uid 8: attempt to use rt-mailgate.--queue.general
> 
> Feb  5 18:54:02 rt sendmail[2250]: g15Nrs802250: to=| /opt/rt2/bin/rt-mailgate --queue general, ctladdr=help at rt.spidergate.net (8/0), delay=00:00:08, xdelay=00:00:00, mailer=prog, pri=30013, dsn=5.0.0, stat=Service unavailable
> 
> Feb  5 18:59:35 rt sendmail[2314]: g15NxNf02314: from=root, size=10, class=0, nrcpts=1, msgid=<200202052359.g15NxNf02314 at rt.spidergate.net>, relay=root at localhost
> Feb  5 18:59:35 rt smrsh: uid 8: attempt to use rt-mailgate.--queue.general.--action.correspond
> 
> Feb  5 18:59:35 rt sendmail[2314]: g15NxNf02314: to=|/opt/rt2/bin/rt-mailgate --queue general --action correspond, ctladdr=help at rt.spidergate.net (8/0), delay=00:00:12, xdelay=00:00:00, mailer=prog, pri=30010, dsn=5.0.0, stat=Service unavailable
> 
> Feb  5 19:00:29 rt sendmail[2365]: g1600OQ02365: from=root, size=5, class=0, nrcpts=1, msgid=<200202060000.g1600OQ02365 at rt.spidergate.net>, relay=root at localhost
> Feb  5 19:00:29 rt smrsh: uid 8: attempt to use rt-mailgate.--queue.general.--action.correspond
> 
> Feb  5 19:00:29 rt sendmail[2365]: g1600OQ02365: to=|/opt/rt2/bin/rt-mailgate --queue general --action correspond, ctladdr=help at rt.spidergate.net (8/0), delay=00:00:05, xdelay=00:00:00, mailer=prog, pri=30005, dsn=5.0.0, stat=Service unavailable
> 
> Any help would be greatly appreciated I have been searching deja with no luck... Thanks
> 
> Christen
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From rich+rt at lafferty.ca  Tue Feb  5 21:43:53 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Tue, 5 Feb 2002 21:43:53 -0500
Subject: [rt-users] FW: novice having trouble with mail...
In-Reply-To: <8BBF48E7E5112145872F07ABE8CA7836FEC8@pgiexch1.HEADQUARTERS.PLANNINGGROUP.NET>; from cpacheco@planninggroup.com on Tue, Feb 05, 2002 at 08:25:44PM -0500
References: <8BBF48E7E5112145872F07ABE8CA7836FEC8@pgiexch1.HEADQUARTERS.PLANNINGGROUP.NET>
Message-ID: <20020205214352.M16024@lafferty.ca>

On Tue, Feb 05, 2002 at 08:25:44PM -0500, Christen R. Pacheco (cpacheco at planninggroup.com) wrote:
> >
> > 	smrsh: rt-mailgate.--queue.general not available for sendmail programs 

There's the error. You need to let smrsh run rt-mailgate. Make a
symlink to rt-mailgate in /etc/smrsh (or wherever that directory is on
your system).

Jesse, could you add

  Since the standard sendmail configuration will call rt-mailgate
  with smrsh, the sendmail restricted shell, you must tell smrsh
  that it is allowed to run it. To do so, make a symlink in
  /etc/smrsh to rt-mailgate:

     # ln -s /path/to/rt2/bin/rt-mailgate /etc/smrsh/rt-mailgate

to the sendmail section of the docs, following the newaliases command?

(Also, I noticed that qmail Method 2 is still there. I'd encourage you
to remove it; I can't think of any reason you'd have to add an rt user
just to configure qmail unless you already had a sufficiently complex
virtualhosts setup, in which case the recipe in Method 2 probably
wouldn't work out of the box anyhow. If you don't remove it, then the
pipelines MUST call preline like the ones in the example above it.)

  -Rich

-- 
Rich Lafferty --------------+-----------------------------------------------
 Ottawa, Ontario, Canada    |  Save the Pacific Northwest Tree Octopus!
 http://www.lafferty.ca/    |    http://zapatopi.net/treeoctopus.html
rich at lafferty.ca -----------+-----------------------------------------------



From sw-lists at onyx.net  Wed Feb  6 07:48:18 2002
From: sw-lists at onyx.net (Simon Woodward)
Date: 06 Feb 2002 12:48:18 +0000
Subject: [rt-users] Arrgghh - Its happening again !!!
Message-ID: <1012999698.16322.25.camel@brockrigg.onyx.net>

Yup, its me again, and the problem still remains.

I have had some great help with this, specifically big thanks go out to
Bruce Campbell and Jesse, however even with all the extra debugging and
stuff I now have going on, I'm still no further forward.

For those of you that aren't aware of this problem:

Every now and then, once in a while a ticket comes along that no matter
what happens, if you correspond, no reply is sent, RT does not even make
an attempt to deliver it, nothing appears in the mail logs, nothing
appears the debug logs (even with the extra debugging I added, (thanks
again Bruce!)) ...

The initial mail (ie thanks, your ticket number is) goes fine, its just
all future correspondence that doesn't. Trouble is this time it could
not have happened to the wrong customer !!! and also just as I am trying
to get more departments on the system.

I have scrips set up right.
Everything generally works wine (we are probably talking 1 ticket in
several thousand)
I have a ticket where I can repeat this time and time again
I have checked and double checked the mail address (remember the inital
auto response went fine)

Any suggestions, extra debug code ideas, ideas for better places to
look, or suggestions on a quick and painless death gratefully received.

Simon.





From cpacheco at planninggroup.com  Wed Feb  6 10:26:45 2002
From: cpacheco at planninggroup.com (Christen R. Pacheco)
Date: Wed, 6 Feb 2002 10:26:45 -0500
Subject: FW: [rt-users] FW: novice having trouble with mail...
Message-ID: <8BBF48E7E5112145872F07ABE8CA7836FECC@pgiexch1.HEADQUARTERS.PLANNINGGROUP.NET>

Checked... it is there... is there any other thing I could look for this
one is really throwing me through a loop... thanks...



[root at rt root]# ls -lash /etc/smrsh/
total 8.0k
4.0k drwxr-xr-x    2 root     root         4.0k Feb  5 20:33 .
4.0k drwxr-xr-x   49 root     root         4.0k Feb  5 18:58 ..
0 lrwxrwxrwx    1 root     root           24 Feb  5 20:33 rt-mailgate ->
/opt/rt2/bin/rt-mailgate
0 lrwxrwxrwx    1 root     root           19 Jan  3 04:59 slocal ->
/usr/lib/nmh/slocal














-----Original Message-----
From: Rich Lafferty [mailto:rich+rt at lafferty.ca] 
Sent: Tuesday, February 05, 2002 9:44 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] FW: novice having trouble with mail...

On Tue, Feb 05, 2002 at 08:25:44PM -0500, Christen R. Pacheco
(cpacheco at planninggroup.com) wrote:
> >
> > 	smrsh: rt-mailgate.--queue.general not available for sendmail
programs 

There's the error. You need to let smrsh run rt-mailgate. Make a
symlink to rt-mailgate in /etc/smrsh (or wherever that directory is on
your system).

Jesse, could you add

  Since the standard sendmail configuration will call rt-mailgate
  with smrsh, the sendmail restricted shell, you must tell smrsh
  that it is allowed to run it. To do so, make a symlink in
  /etc/smrsh to rt-mailgate:

     # ln -s /path/to/rt2/bin/rt-mailgate /etc/smrsh/rt-mailgate

to the sendmail section of the docs, following the newaliases command?

(Also, I noticed that qmail Method 2 is still there. I'd encourage you
to remove it; I can't think of any reason you'd have to add an rt user
just to configure qmail unless you already had a sufficiently complex
virtualhosts setup, in which case the recipe in Method 2 probably
wouldn't work out of the box anyhow. If you don't remove it, then the
pipelines MUST call preline like the ones in the example above it.)

  -Rich

-- 
Rich Lafferty
--------------+-----------------------------------------------
 Ottawa, Ontario, Canada    |  Save the Pacific Northwest Tree Octopus!
 http://www.lafferty.ca/    |    http://zapatopi.net/treeoctopus.html
rich at lafferty.ca
-----------+-----------------------------------------------

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



From darrinw at nixc.net  Wed Feb  6 11:18:28 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Wed, 6 Feb 2002 11:18:28 -0500
Subject: FW: [rt-users] FW: novice having trouble with mail...
In-Reply-To: <8BBF48E7E5112145872F07ABE8CA7836FECC@pgiexch1.HEADQUARTERS.PLANNINGGROUP.NET>; from cpacheco@planninggroup.com on Wed, Feb 06, 2002 at 10:26:45AM -0500
References: <8BBF48E7E5112145872F07ABE8CA7836FECC@pgiexch1.HEADQUARTERS.PLANNINGGROUP.NET>
Message-ID: <20020206111828.O57067@nixc.net>

On Wed, Feb 06, 2002 at 10:26:45AM -0500, Christen R. Pacheco wrote:
  |+ Checked... it is there... is there any other thing I could look for this
  |+ one is really throwing me through a loop... thanks...
  |+ 
can you include your alias file, particular, the alias section for rt?




From cpacheco at planninggroup.com  Wed Feb  6 11:23:16 2002
From: cpacheco at planninggroup.com (Christen R. Pacheco)
Date: Wed, 6 Feb 2002 11:23:16 -0500
Subject: FW: [rt-users] FW: novice having trouble with mail...
Message-ID: <8BBF48E7E5112145872F07ABE8CA7836FED0@pgiexch1.HEADQUARTERS.PLANNINGGROUP.NET>

Here is the orginal thread... with all of that information... Sorry I
didn't include it last time...
I am having an issue with configure the Email Gateway I am using a
default install of redhat 7.2 with sendmail. I have followed the
instructions very carefully and these are the lines I have added to my
/etc/aliases file:

        help:| /opt/rt2/bin/rt-mailgate --queue general --action
correspond
        help-comment: | /opt/rt2/bin/rt-mailgate --queue general
--action comment 
        noc: | /opt/rt2/bin/rt-mailgate --queue network --action
correspond
        noc-comment: | /opt/rt2/bin/rt-mailgate --queue network --action
comment 
I then rebuild aliases of course but when i send an email from and
external address ie christen_0125 at hotmail.com
I receive this back: from the server on my client... 
        The original message was received at Tue, 5 Feb 2002 18:00:51
-0500 from f128.law11.hotmail.com [64.4.17.128] 
           ----- The following addresses had permanent fatal errors
----- 
        | /opt/rt2/bin/rt-mailgate --queue general
        (reason: service unavailable)
        (expanded from: <help at rt.spidergate.net>) 
        ----- Transcript of session follows ----- 
        smrsh: rt-mailgate.--queue.general not available for sendmail
programs
        554 5.0.0 Service unavailable 
        Reporting-MTA: dns; rt.spidergate.net
        Received-From-MTA: DNS; f128.law11.hotmail.com
        Arrival-Date: Tue, 5 Feb 2002 18:00:51 -0500

        Final-Recipient: RFC822; help at rt.spidergate.net
        X-Actual-Recipient: X-Unix;
|/opt/rt2/bin/rt-mailgate.--queue.general
        Action: failed
        Status: 5.5.0
        Diagnostic-Code: X-Unix; 69
        Last-Attempt-Date: Tue, 5 Feb 2002 18:00:52 -0500 

Here is my tail /var/log/maillog 

Feb  5 18:54:02 rt sendmail[2250]: g15Nrs802250: from=root, size=13,
class=0, nrcpts=1, msgid=<200202052353.g15Nrs802250 at rt.spidergate.net>,
relay=root at localhost

Feb  5 18:54:02 rt smrsh: uid 8: attempt to use
rt-mailgate.--queue.general 

Feb  5 18:54:02 rt sendmail[2250]: g15Nrs802250: to=|
/opt/rt2/bin/rt-mailgate --queue general, ctladdr=help at rt.spidergate.net
(8/0), delay=00:00:08, xdelay=00:00:00, mailer=prog, pri=30013,
dsn=5.0.0, stat=Service unavailable

Feb  5 18:59:35 rt sendmail[2314]: g15NxNf02314: from=root, size=10,
class=0, nrcpts=1, msgid=<200202052359.g15NxNf02314 at rt.spidergate.net>,
relay=root at localhost

Feb  5 18:59:35 rt smrsh: uid 8: attempt to use
rt-mailgate.--queue.general.--action.correspond 

Feb  5 18:59:35 rt sendmail[2314]: g15NxNf02314:
to=|/opt/rt2/bin/rt-mailgate --queue general --action correspond,
ctladdr=help at rt.spidergate.net (8/0), delay=00:00:12, xdelay=00:00:00,
mailer=prog, pri=30010, dsn=5.0.0, stat=Service unavailable

Feb  5 19:00:29 rt sendmail[2365]: g1600OQ02365: from=root, size=5,
class=0, nrcpts=1, msgid=<200202060000.g1600OQ02365 at rt.spidergate.net>,
relay=root at localhost

Feb  5 19:00:29 rt smrsh: uid 8: attempt to use
rt-mailgate.--queue.general.--action.correspond 

Feb  5 19:00:29 rt sendmail[2365]: g1600OQ02365:
to=|/opt/rt2/bin/rt-mailgate --queue general --action correspond,
ctladdr=help at rt.spidergate.net (8/0), delay=00:00:05, xdelay=00:00:00,
mailer=prog, pri=30005, dsn=5.0.0, stat=Service unavailable

Any help would be greatly appreciated I have been searching deja with no
luck... Thanks 

Christen

-----Original Message-----
From: Darrin Walton [mailto:darrinw at nixc.net] 
Sent: Wednesday, February 06, 2002 11:18 AM
To: Christen R. Pacheco
Cc: rt-users at lists.fsck.com
Subject: Re: FW: [rt-users] FW: novice having trouble with mail...

On Wed, Feb 06, 2002 at 10:26:45AM -0500, Christen R. Pacheco wrote:
  |+ Checked... it is there... is there any other thing I could look for
this
  |+ one is really throwing me through a loop... thanks...
  |+ 
can you include your alias file, particular, the alias section for rt?




From bruce_campbell at ripe.net  Wed Feb  6 11:34:11 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 6 Feb 2002 17:34:11 +0100 (CET)
Subject: FW: [rt-users] FW: novice having trouble with mail...
In-Reply-To: <8BBF48E7E5112145872F07ABE8CA7836FED0@pgiexch1.HEADQUARTERS.PLANNINGGROUP.NET>
Message-ID: <Pine.LNX.4.44.0202061730430.893-100000@x22.ripe.net>

On Wed, 6 Feb 2002, Christen R. Pacheco wrote:

>         help:| /opt/rt2/bin/rt-mailgate --queue general --action
> correspond

Try (the quotes are important):

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

http://www.fsck.com/rtfm/factoid.html?id=111 will also help you.

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





From darrinw at nixc.net  Wed Feb  6 11:49:59 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Wed, 6 Feb 2002 11:49:59 -0500
Subject: FW: [rt-users] FW: novice having trouble with mail...
In-Reply-To: <8BBF48E7E5112145872F07ABE8CA7836FED0@pgiexch1.HEADQUARTERS.PLANNINGGROUP.NET>; from cpacheco@planninggroup.com on Wed, Feb 06, 2002 at 11:23:16AM -0500
References: <8BBF48E7E5112145872F07ABE8CA7836FED0@pgiexch1.HEADQUARTERS.PLANNINGGROUP.NET>
Message-ID: <20020206114959.Q57067@nixc.net>

  |+         help:| /opt/rt2/bin/rt-mailgate --queue general --action
  |+ correspond
  |+         help-comment: | /opt/rt2/bin/rt-mailgate --queue general
  |+ --action comment 
  |+         noc: | /opt/rt2/bin/rt-mailgate --queue network --action
  |+ correspond
  |+         noc-comment: | /opt/rt2/bin/rt-mailgate --queue network --action
  |+ comment 

You need to have things in quotation marks.

noc: "|/opt/rt2/bin/rt-mailgate --queue network --action comment"

-darrin




From cpacheco at planninggroup.com  Wed Feb  6 12:54:34 2002
From: cpacheco at planninggroup.com (Christen R. Pacheco)
Date: Wed, 6 Feb 2002 12:54:34 -0500
Subject: FW: [rt-users] FW: novice having trouble with mail...
Message-ID: <8BBF48E7E5112145872F07ABE8CA783609B09D@pgiexch1.HEADQUARTERS.PLANNINGGROUP.NET>

I have them in quotes and it still is not working correctly... here is a
mail from the command line...

sendmail -v -t help at rt.spidergate.net
help at rt.spidergate.net... aliased to "| /opt/rt2/bin/rt-mailgate --queue
general --action correspond"
tst
.
"| /etc/smrsh/rt-mailgate --queue general --action correspond"...
Connecting to prog...
/root/dead.letter... Saved message in /root/dead.letter
[root at rt bin]# Feb  6 12:53:23 rt sendmail[6451]: g16HrII06451:
from=root, size=4, class=0, nrcpts=1,
msgid=<200202061753.g16HrII06451 at rt.spidergate.net>,
relay=root at localhost
Feb  6 12:53:23 rt sendmail[6451]: g16HrII06451: to="|
/etc/smrsh/rt-mailgate --queue general --action correspond",
ctladdr=help at rt.spidergate.net (8/0), delay=00:00:05, xdelay=00:00:00,
mailer=prog, pri=30004, dsn=5.3.0, stat=unknown mailer error 2

-----Original Message-----
From: Darrin Walton [mailto:darrinw at nixc.net] 
Sent: Wednesday, February 06, 2002 11:50 AM
To: Christen R. Pacheco
Cc: rt-users at lists.fsck.com
Subject: Re: FW: [rt-users] FW: novice having trouble with mail...

  |+         help:| /opt/rt2/bin/rt-mailgate --queue general --action
  |+ correspond
  |+         help-comment: | /opt/rt2/bin/rt-mailgate --queue general
  |+ --action comment 
  |+         noc: | /opt/rt2/bin/rt-mailgate --queue network --action
  |+ correspond
  |+         noc-comment: | /opt/rt2/bin/rt-mailgate --queue network
--action
  |+ comment 

You need to have things in quotation marks.

noc: "|/opt/rt2/bin/rt-mailgate --queue network --action comment"

-darrin




From mitch at netline.com  Wed Feb  6 16:56:44 2002
From: mitch at netline.com (mitch at netline.com)
Date: Wed, 6 Feb 2002 13:56:44 -0800 (PST)
Subject: [rt-users] Automatic messages
Message-ID: <200202062156.NAA21716@larionov.netline.com>

Greetings.

I'm using RT/2.0.12-pre3 and have noticed some odd behavior that I'm
hoping can be explained.

I created a new template called ResolvedVerbose which we us to provide
a more verbose notification when a ticket has been resolved.  The
Scrip is set as:

   OnResolve NotifyRequestors with template ResolvedVerbose 

What is a bit odd... is that if I simply go to the ticket and change
the status from open to resolved, the message goes out fine; however,
if I use the "Resolve" link, the message is never sent.

Had I put comments in, that would make more sense, but it also does
this if I don't put any comments what so ever.

-- 
do svidaniya,

  ~mitch



From rt2trouble at morben.ca  Wed Feb  6 20:07:31 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Wed, 6 Feb 2002 17:07:31 -0800
Subject: [rt-users] Domain name change?
Message-ID: <200202070107.g1717n101927@buffy.pacificcoast.net>

Well this stinks.. I setup RT2 for our organization and they suddenly want to 
use it as a global tracking system rather than a local system. This means 
that instead of rt.foo-bar.com they want the RT system to identify itself as 
rt.foo.com in the web interface and all the E-Mail correspondence. I have 
already told the people in charge that the domain change would likely break 
RT since it probably uses the domain name right down to the ticketing level. 
However I'm very unsure of the issues and I'd really like input from people 
who have tried this or understand RT well enough to speculate on the possible 
issues.

If it is possible to make the change with little hassles, I'm sure my next 
question would be something like, "in which files is RT refering to the 
domain information?" so I know what needs to be changed.

Thanks!



From jesse at bestpractical.com  Thu Feb  7 01:18:32 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 7 Feb 2002 01:18:32 -0500
Subject: [rt-users] [rt-announce] wapRT Technology Preview 1
Message-ID: <20020207011832.V13379@fsck.com>

Best Practical Solutions, LLC, is pleased to announce the immediate
availability of wapRT Technology Preview Release 1.

wapRT allows you to create, search for and display tickets (including full
ticket history) from any WAP-enabled phones, Palms and other devices.
With wapRT, you now have immediate wireless access to your local RT instance,
whether you're in a meeting, on site in a data center, at a client site or
down at the local pub after a hard day at work.

This is an initial release of a component which will be included in a 
future release of RT.  The author finds it useful, but makes no warrantee
about its utility or stability. If you're interested in hacking on or 
extending this product or want to report issues with it, please send
email to rt-devel at lists.fsck.com.

If you have a need for a stable, functional version of this product, please 
contact sales at bestpractical.com to discuss your requirements.

Known issues in this release:

 * Search results may be too long for some WAP browsers

 * Can't set or update keywords or relationships

 * Currently needs to be installed inside /NoAuth, because wapRT 
   does its own non-cookie-based authentication

 * Need to log into /NoAuth/w/.  /NoAuth/w won't currently work


AVAILABILITY
------------

wapRT Technology Preview 1 can be downloaded from:
http://fsck.com/pub/rt/devel/waprt-preview-1.tar

INSTALLATION INSTRUCTIONS
-------------------------

Copy the "w" directory to rt/local/WebRT/html/NoAuth/w/

Browse http://your-rt-instance/NoAuth/w/ with your WAP client
-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.

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



From toni.willberg at atbusiness.com  Thu Feb  7 06:56:11 2002
From: toni.willberg at atbusiness.com (Toni Willberg)
Date: 07 Feb 2002 13:56:11 +0200
Subject: [rt-users] Feature request: multiple owners in ticket search attributes
Message-ID: <1013082971.2283.54.camel@toniw.in.atbusiness.com>

Hello.

I hope this list still reaches developers of RT. :)


On "Refine Search" -view I can search for tickets with attribute "Owner
[is] [username]". I'd like to be able to select multiple names.

Real world example: I'd like to search for "all tickets that I own or
owner is nobody".

This perhaps requires changes only to user interface.



Yours,

 Toni





From bruce_campbell at ripe.net  Thu Feb  7 07:26:17 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 7 Feb 2002 13:26:17 +0100 (CET)
Subject: [rt-users] Feature request: multiple owners in ticket search
 attributes
In-Reply-To: <1013082971.2283.54.camel@toniw.in.atbusiness.com>
Message-ID: <Pine.LNX.4.44.0202071321040.17272-100000@x22.ripe.net>

On 7 Feb 2002, Toni Willberg wrote:

> On "Refine Search" -view I can search for tickets with attribute "Owner
> [is] [username]". I'd like to be able to select multiple names.

> Real world example: I'd like to search for "all tickets that I own or
> owner is nobody".

You already can do this.  For example, start a new search, put in 'Owner
is Nobody' and hit 'Refine Search'.  Then, put in 'Owner is Myself', and
hit 'Show Results', or refine the search some more.

Regards,

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




From bruce_campbell at ripe.net  Thu Feb  7 07:28:57 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 7 Feb 2002 13:28:57 +0100 (CET)
Subject: FW: [rt-users] FW: novice having trouble with mail...
In-Reply-To: <8BBF48E7E5112145872F07ABE8CA783609B09D@pgiexch1.HEADQUARTERS.PLANNINGGROUP.NET>
Message-ID: <Pine.LNX.4.44.0202071327390.17272-100000@x22.ripe.net>

On Wed, 6 Feb 2002, Christen R. Pacheco wrote:

> I have them in quotes and it still is not working correctly... here is a
> mail from the command line...
>
> sendmail -v -t help at rt.spidergate.net
> help at rt.spidergate.net... aliased to "| /opt/rt2/bin/rt-mailgate --queue
> general --action correspond"
> tst
> .
> "| /etc/smrsh/rt-mailgate --queue general --action correspond"...
> Connecting to prog...
> /root/dead.letter... Saved message in /root/dead.letter

A 'perl -c /etc/smrsh/rt-mailgate' will show you whether the RT system can
run, or whether it is missing some libraries.

Regards,

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




From cpacheco at planninggroup.com  Thu Feb  7 07:30:54 2002
From: cpacheco at planninggroup.com (Christen R. Pacheco)
Date: Thu, 7 Feb 2002 07:30:54 -0500
Subject: FW: [rt-users] FW: novice having trouble with mail...
Message-ID: <8BBF48E7E5112145872F07ABE8CA7836FEDE@pgiexch1.HEADQUARTERS.PLANNINGGROUP.NET>

Thanks for all of your help... Yesterday I re-examined my install and decided to recompile and reinstall the system... after that everything worked great....
thank you everyone for responding and helping me out...
Christen

-----Original Message-----
From: Bruce Campbell [mailto:bruce_campbell at ripe.net]
Sent: Thursday, February 07, 2002 7:29 AM
To: Christen R. Pacheco
Cc: rt-users at lists.fsck.com
Subject: RE: FW: [rt-users] FW: novice having trouble with mail...


On Wed, 6 Feb 2002, Christen R. Pacheco wrote:

> I have them in quotes and it still is not working correctly... here is a
> mail from the command line...
>
> sendmail -v -t help at rt.spidergate.net
> help at rt.spidergate.net... aliased to "| /opt/rt2/bin/rt-mailgate --queue
> general --action correspond"
> tst
> .
> "| /etc/smrsh/rt-mailgate --queue general --action correspond"...
> Connecting to prog...
> /root/dead.letter... Saved message in /root/dead.letter

A 'perl -c /etc/smrsh/rt-mailgate' will show you whether the RT system can
run, or whether it is missing some libraries.

Regards,

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




From bruce_campbell at ripe.net  Thu Feb  7 07:51:46 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 7 Feb 2002 13:51:46 +0100 (CET)
Subject: [rt-users] Domain name change?
In-Reply-To: <200202070107.g1717n101927@buffy.pacificcoast.net>
Message-ID: <Pine.LNX.4.44.0202071329200.17272-100000@x22.ripe.net>

On Wed, 6 Feb 2002, RT2 Troubles, still without a Name wrote:

> Well this stinks.. I setup RT2 for our organization and they suddenly want to

Not 'stinks'.  Its good that they want to use RT in a more widespread
fashion.  Tell them to give money to starving programmers ;)

> use it as a global tracking system rather than a local system. This means
> that instead of rt.foo-bar.com they want the RT system to identify itself as
> rt.foo.com in the web interface and all the E-Mail correspondence. I have
> already told the people in charge that the domain change would likely break
> RT since it probably uses the domain name right down to the ticketing level.
> However I'm very unsure of the issues and I'd really like input from people
> who have tried this or understand RT well enough to speculate on the possible
> issues.
>
> If it is possible to make the change with little hassles, I'm sure my next
> question would be something like, "in which files is RT refering to the
> domain information?" so I know what needs to be changed.

The only file where the domain is declared is etc/config.pm, as the
$rtname variable.  The catch with changing this is described in the
comments above:

	# Your domain name is recommended, so as not to pollute the namespace.
	# once you start using a given tag, you should probably never change it.
	# (otherwise, mail for existing tickets won't get put in the right place

	$rtname="example.com";

With RT, everything uses the contents of the $rtname variable, so you _DO
NOT CHANGE THIS LIGHTLY_.   But, with RT, everything uses the SQL tables.

Looking through the SQL, the main issue that you will have to fix is the
Links table, being based on $TicketBaseURI, itself based on $Organization
and $rtname.  You will also have problems immediately around the
changeover time as RT's loop prevention (X-Loop) is based on $rtname, but
these will go away in due course (see mention of filter program below).

Referring to old tickets may result in multiple [] tags in the subject
line.  You will need to hack RT::Action::SendEmail to remove the old
$rtname from outgoing mails.

Personally I'd recommend writing a filter program to run before
rt-mailgate and rewrite the $rtname tag in Subject and X-Loop to the new
value to avoid hacking rt-mailgate.

You will also need to have some downtime on your SQL server to do a SQL
UPDATE on the Links table to rewrite all occurences of the old with the
new, so that all of your ticket merges are preserved.  Depending on how
many tickets you have, this might take Some Time(tm).

Regards,

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






From tom at eborcom.com  Mon Feb  4 06:25:07 2002
From: tom at eborcom.com (Tom Hukins)
Date: Mon, 4 Feb 2002 11:25:07 +0000
Subject: [rt-users] Re: Purpose of keywords
In-Reply-To: <10F29E27A956D511B0940050DA8D86A9340E97@apmail.dagupan.com>; from francisv@dagupan.com on Mon, Feb 04, 2002 at 05:45:25PM +0800
References: <10F29E27A956D511B0940050DA8D86A9340E97@apmail.dagupan.com>
Message-ID: <20020204112507.B72448@eborcom.com>

On Mon, Feb 04, 2002 at 05:45:25PM +0800, francisv at dagupan.com wrote:
> 
> What's the purpose of the keywords in RT?

This question was answered on the list just over a week ago:
http://lists.fsck.com/pipermail/rt-users/2002-January/006277.html

> Will the software catch keywords from e-mails sent to a support
> address and allow it to be routed to different support groups
> depending on the keyword match?

This isn't what keywords do.  You could probably write a Scrip that
examines the content of new tickets and allocates them according to
certain rules.

Tom



From cpacheco at planninggroup.com  Tue Feb  5 19:29:42 2002
From: cpacheco at planninggroup.com (Christen R. Pacheco)
Date: Tue, 5 Feb 2002 19:29:42 -0500
Subject: [rt-users] novice having trouble with mail...
Message-ID: <8BBF48E7E5112145872F07ABE8CA783609B09B@pgiexch1.HEADQUARTERS.PLANNINGGROUP.NET>

I am having an issue with configure the Email Gateway I am using a default install of redhat 7.2 with sendmail. I have followed the instructions very carefully and these are the lines I have added to my /etc/aliases file:
	help:| /opt/rt2/bin/rt-mailgate --queue general --action correspond
	help-comment: | /opt/rt2/bin/rt-mailgate --queue general --action comment
	noc: | /opt/rt2/bin/rt-mailgate --queue network --action correspond
	noc-comment: | /opt/rt2/bin/rt-mailgate --queue network --action comment
I then rebuild aliases of course but when i send an email from and external address ie christen_0125 at hotmail.com 
I receive this back: from the server on my client...
	The original message was received at Tue, 5 Feb 2002 18:00:51 -0500 from f128.law11.hotmail.com [64.4.17.128]
	   ----- The following addresses had permanent fatal errors -----
	| /opt/rt2/bin/rt-mailgate --queue general
    	(reason: service unavailable)
    	(expanded from: <help at rt.spidergate.net>)
   	----- Transcript of session follows -----
	smrsh: rt-mailgate.--queue.general not available for sendmail programs 
	554 5.0.0 Service unavailable
	Reporting-MTA: dns; rt.spidergate.net
	Received-From-MTA: DNS; f128.law11.hotmail.com
	Arrival-Date: Tue, 5 Feb 2002 18:00:51 -0500

	Final-Recipient: RFC822; help at rt.spidergate.net
	X-Actual-Recipient: X-Unix; |/opt/rt2/bin/rt-mailgate.--queue.general
	Action: failed
	Status: 5.5.0
	Diagnostic-Code: X-Unix; 69
	Last-Attempt-Date: Tue, 5 Feb 2002 18:00:52 -0500 

Here is my tail /var/log/maillog

Feb  5 18:54:02 rt sendmail[2250]: g15Nrs802250: from=root, size=13, class=0, nrcpts=1, msgid=<200202052353.g15Nrs802250 at rt.spidergate.net>, relay=root at localhost
Feb  5 18:54:02 rt smrsh: uid 8: attempt to use rt-mailgate.--queue.general

Feb  5 18:54:02 rt sendmail[2250]: g15Nrs802250: to=| /opt/rt2/bin/rt-mailgate --queue general, ctladdr=help at rt.spidergate.net (8/0), delay=00:00:08, xdelay=00:00:00, mailer=prog, pri=30013, dsn=5.0.0, stat=Service unavailable

Feb  5 18:59:35 rt sendmail[2314]: g15NxNf02314: from=root, size=10, class=0, nrcpts=1, msgid=<200202052359.g15NxNf02314 at rt.spidergate.net>, relay=root at localhost
Feb  5 18:59:35 rt smrsh: uid 8: attempt to use rt-mailgate.--queue.general.--action.correspond

Feb  5 18:59:35 rt sendmail[2314]: g15NxNf02314: to=|/opt/rt2/bin/rt-mailgate --queue general --action correspond, ctladdr=help at rt.spidergate.net (8/0), delay=00:00:12, xdelay=00:00:00, mailer=prog, pri=30010, dsn=5.0.0, stat=Service unavailable

Feb  5 19:00:29 rt sendmail[2365]: g1600OQ02365: from=root, size=5, class=0, nrcpts=1, msgid=<200202060000.g1600OQ02365 at rt.spidergate.net>, relay=root at localhost
Feb  5 19:00:29 rt smrsh: uid 8: attempt to use rt-mailgate.--queue.general.--action.correspond

Feb  5 19:00:29 rt sendmail[2365]: g1600OQ02365: to=|/opt/rt2/bin/rt-mailgate --queue general --action correspond, ctladdr=help at rt.spidergate.net (8/0), delay=00:00:05, xdelay=00:00:00, mailer=prog, pri=30005, dsn=5.0.0, stat=Service unavailable

Any help would be greatly appreciated I have been searching deja with no luck... Thanks

Christen
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From tim.atkinson at itouch.com.au  Wed Feb  6 08:02:07 2002
From: tim.atkinson at itouch.com.au (Tim Atkinson)
Date: Thu, 7 Feb 2002 00:02:07 +1100
Subject: [rt-users] RT speed problem
Message-ID: <002c01c1af0e$7baad240$010da8c0@neuromancer>

Hi,
I have recently moved our RT system both onto a new machine and version and
am currently experiencing massive speed problems with RT after the upgrade.
Here's the lowdown on the before and after:

Before:
Pentium III 733
384Mb RAM
IDE ATA33 disk
RT 2.0.1

After:
Dual Pentium III 600
512Mb RAM
SCSI U2W disk (RAID-5)
RT 2.0.9

After finding the speed issues I tried moving the RT database to another
RAID-0 array on the same machine and also to another server but to no avail.
I upgraded RT to 2.0.11, also with no effect. I then tried downgrading to
2.0.5 (no effect) and subsequently 2.0.1 which fixed the issue.

Our RT database is ~350Mb. I was wondering if anyone else has seen this type
of issue and if there is a fix of any kind for it (apart from continuing to
run 2.0.1)?

Thanks.

Tim Atkinson






From cpacheco at planninggroup.com  Thu Feb  7 11:27:06 2002
From: cpacheco at planninggroup.com (Christen R. Pacheco)
Date: Thu, 7 Feb 2002 11:27:06 -0500
Subject: [rt-users] novice having trouble with mail...
Message-ID: <8BBF48E7E5112145872F07ABE8CA7836FEE2@pgiexch1.HEADQUARTERS.PLANNINGGROUP.NET>

PLEASE IGNORE THIS MESSAGE!!!! Problem resolved thanks again
everyone......
 
-----Original Message-----
From: Christen R. Pacheco 
Sent: Tuesday, February 05, 2002 7:30 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] novice having trouble with mail...
 
I am having an issue with configure the Email Gateway I am using a
default install of redhat 7.2 with sendmail. I have followed the
instructions very carefully and these are the lines I have added to my
/etc/aliases file:
        help:| /opt/rt2/bin/rt-mailgate --queue general --action
correspond
        help-comment: | /opt/rt2/bin/rt-mailgate --queue general
--action comment 
        noc: | /opt/rt2/bin/rt-mailgate --queue network --action
correspond
        noc-comment: | /opt/rt2/bin/rt-mailgate --queue network --action
comment 
I then rebuild aliases of course but when i send an email from and
external address ie christen_0125 at hotmail.com
I receive this back: from the server on my client... 
        The original message was received at Tue, 5 Feb 2002 18:00:51
-0500 from f128.law11.hotmail.com [64.4.17.128] 
           ----- The following addresses had permanent fatal errors
----- 
        | /opt/rt2/bin/rt-mailgate --queue general
        (reason: service unavailable)
        (expanded from: <help at rt.spidergate.net>) 
        ----- Transcript of session follows ----- 
        smrsh: rt-mailgate.--queue.general not available for sendmail
programs
        554 5.0.0 Service unavailable 
        Reporting-MTA: dns; rt.spidergate.net
        Received-From-MTA: DNS; f128.law11.hotmail.com
        Arrival-Date: Tue, 5 Feb 2002 18:00:51 -0500

        Final-Recipient: RFC822; help at rt.spidergate.net
        X-Actual-Recipient: X-Unix;
|/opt/rt2/bin/rt-mailgate.--queue.general
        Action: failed
        Status: 5.5.0
        Diagnostic-Code: X-Unix; 69
        Last-Attempt-Date: Tue, 5 Feb 2002 18:00:52 -0500 
Here is my tail /var/log/maillog 
Feb  5 18:54:02 rt sendmail[2250]: g15Nrs802250: from=root, size=13,
class=0, nrcpts=1, msgid=<200202052353.g15Nrs802250 at rt.spidergate.net>,
relay=root at localhost
Feb  5 18:54:02 rt smrsh: uid 8: attempt to use
rt-mailgate.--queue.general 
Feb  5 18:54:02 rt sendmail[2250]: g15Nrs802250: to=|
/opt/rt2/bin/rt-mailgate --queue general, ctladdr=help at rt.spidergate.net
(8/0), delay=00:00:08, xdelay=00:00:00, mailer=prog, pri=30013,
dsn=5.0.0, stat=Service unavailable
Feb  5 18:59:35 rt sendmail[2314]: g15NxNf02314: from=root, size=10,
class=0, nrcpts=1, msgid=<200202052359.g15NxNf02314 at rt.spidergate.net>,
relay=root at localhost
Feb  5 18:59:35 rt smrsh: uid 8: attempt to use
rt-mailgate.--queue.general.--action.correspond 
Feb  5 18:59:35 rt sendmail[2314]: g15NxNf02314:
to=|/opt/rt2/bin/rt-mailgate --queue general --action correspond,
ctladdr=help at rt.spidergate.net (8/0), delay=00:00:12, xdelay=00:00:00,
mailer=prog, pri=30010, dsn=5.0.0, stat=Service unavailable
Feb  5 19:00:29 rt sendmail[2365]: g1600OQ02365: from=root, size=5,
class=0, nrcpts=1, msgid=<200202060000.g1600OQ02365 at rt.spidergate.net>,
relay=root at localhost
Feb  5 19:00:29 rt smrsh: uid 8: attempt to use
rt-mailgate.--queue.general.--action.correspond 
Feb  5 19:00:29 rt sendmail[2365]: g1600OQ02365:
to=|/opt/rt2/bin/rt-mailgate --queue general --action correspond,
ctladdr=help at rt.spidergate.net (8/0), delay=00:00:05, xdelay=00:00:00,
mailer=prog, pri=30005, dsn=5.0.0, stat=Service unavailable
Any help would be greatly appreciated I have been searching deja with no
luck... Thanks 
Christen 
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From matthew.zeier at thirdcoast.net  Thu Feb  7 11:50:37 2002
From: matthew.zeier at thirdcoast.net (matthew zeier)
Date: Thu, 7 Feb 2002 08:50:37 -0800
Subject: [rt-users] [rt-announce] wapRT Technology Preview 1
References: <20020207011832.V13379@fsck.com>
Message-ID: <01d201c1aff7$92041ad0$0b16160a@Desktop>

>
> INSTALLATION INSTRUCTIONS
> -------------------------
>
> Copy the "w" directory to rt/local/WebRT/html/NoAuth/w/
>
> Browse http://your-rt-instance/NoAuth/w/ with your WAP client

I'm getting a directory index error since I don't have that turned on in
Apache.

[Thu Feb  7 08:40:53 2002] [error] [client 68.5.32.175] Directory index
forbidden by rule: /opt/rt2/WebRT/html/NoAuth/w/

I took a guess that "login" would be starting page.  Occassionally Apache
will dump core:

[Thu Feb  7 08:47:40 2002] [notice] child pid 27022 exit signal Segmentation
Fault (11)







From matthew.zeier at thirdcoast.net  Thu Feb  7 12:13:15 2002
From: matthew.zeier at thirdcoast.net (matthew zeier)
Date: Thu, 7 Feb 2002 09:13:15 -0800
Subject: [rt-users] [rt-announce] wapRT Technology Preview 1
References: <20020207011832.V13379@fsck.com> <01bf01c1aff7$6b406610$0b16160a@Desktop> <20020207115438.B13379@fsck.com>
Message-ID: <028c01c1affa$bb3b8750$0b16160a@Desktop>

> > > Browse http://your-rt-instance/NoAuth/w/ with your WAP client
> >
> > I'm getting a directory index error since I don't have that turned on in
> > Apache.
> >
> > [Thu Feb  7 08:40:53 2002] [error] [client 68.5.32.175] Directory index
> > forbidden by rule: /opt/rt2/WebRT/html/NoAuth/w/
> >
> > I took a guess that "login" would be starting page.
>
>
> actually, there's a "dhandler" file in the w/ directory that should be
> taking care of that for you. are you using mod_perl or fastcgi? did you
> install waprt's "w" in local/WebRT/html/NoAuth ?

My bad - installed in /opt/rt2/WebRT instead of local.  Works without errors
now.  Thanks.





From ray at lctn.k12.mn.us  Thu Feb  7 12:43:58 2002
From: ray at lctn.k12.mn.us (Raymond Norton)
Date: Thu, 7 Feb 2002 11:43:58 -0600
Subject: [rt-users] adding keywords on ticket creation?
Message-ID: <001d01c1afff$05d68270$0238dccc@hutchtel.net>

I want to track individual workstations for history of repairs. I have
keywords working, but would like the creation of tickets to include the
keyword ID, rather then add it later. Is this possible?



Raymond




From darrinw at nixc.net  Thu Feb  7 13:00:23 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Thu, 7 Feb 2002 13:00:23 -0500
Subject: [rt-users] adding keywords on ticket creation?
In-Reply-To: <001d01c1afff$05d68270$0238dccc@hutchtel.net>; from ray@lctn.k12.mn.us on Thu, Feb 07, 2002 at 11:43:58AM -0600
References: <001d01c1afff$05d68270$0238dccc@hutchtel.net>
Message-ID: <20020207130023.V57067@nixc.net>

  |+ I want to track individual workstations for history of repairs. I have
  |+ keywords working, but would like the creation of tickets to include the
  |+ keyword ID, rather then add it later. Is this possible?

Why not just scroll to the bottom of the ticket creation page, and select
the keyword there?  Or, just clikc on 'Show Details' at the ticket
creation page, where you can add more information (including keywords)

-darrin




From rob at myinternetplace.net  Thu Feb  7 13:04:32 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Thu, 7 Feb 2002 12:04:32 -0600
Subject: [rt-users] what command to create a patch?
Message-ID: <200202071204.32359@-kmail-1.3.9>

Do you want them generated by 

'diff'

or 

'diff -c'

?

thanks,
rob



From rob at myinternetplace.net  Thu Feb  7 13:11:06 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Thu, 7 Feb 2002 12:11:06 -0600
Subject: [rt-users] adding keywords on ticket creation?
In-Reply-To: <20020207130023.V57067@nixc.net>
References: <001d01c1afff$05d68270$0238dccc@hutchtel.net> <20020207130023.V57067@nixc.net>
Message-ID: <200202071211.06828@-kmail-1.3.9>

On Thursday 07 February 2002 12:00, Darrin Walton wrote:
>   |+ I want to track individual workstations for history of repairs. I have
>   |+ keywords working, but would like the creation of tickets to include the
>   |+ keyword ID, rather then add it later. Is this possible?
> 
> Why not just scroll to the bottom of the ticket creation page, and select
> the keyword there?  Or, just clikc on 'Show Details' at the ticket
> creation page, where you can add more information (including keywords)

Maybe his users don't understand keywords, and they need to be searchable 
right as soon as a ticket is created.  Maybe someone (a principal, or some 
other school admin person) needs to have an auto-refreshing report of how 
many tickets are in each keyword-space, but Raymond has other things to do 
rather than babysit the un-keyworded queue, giving them keywords.

I dunno, just guessing at some constraints that a k12 site might have.

rob



From feargal at thecia.ie  Thu Feb  7 13:23:02 2002
From: feargal at thecia.ie (Feargal Reilly)
Date: Thu, 07 Feb 2002 18:23:02 +0000
Subject: [rt-users] what command to create a patch?
In-Reply-To: <200202071204.32359@-kmail-1.3.9>
Message-ID: <5.1.0.14.0.20020207182251.02c3c090@mail.thecia.ie>

diff -u I believe.

At 18:04 07/02/02, Rob Walker wrote:
>Do you want them generated by
>
>'diff'
>
>or
>
>'diff -c'
>
>?
>
>thanks,
>rob
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users

Feargal Reilly,
Systems Administrator,
The CIA.




From rob at myinternetplace.net  Thu Feb  7 13:22:54 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Thu, 7 Feb 2002 12:22:54 -0600
Subject: [rt-users] PATCH: fix for "Modify user rights for queue tasks" screen
Message-ID: <200202071222.54720@-kmail-1.3.9>

I am a brand new RT user.  When I first went to the 
http://rt2/Admin/Queues/UserRights.html?id=2 page, I saw the text "(Check box 
to revoke right)" and I didn't understand what I was supposed to do.  After 
adding some rights, it all made sense.  

Here is the patch to only print that line if there are some rights to show.  I 
think it would be wise to print out something like "No rights assigned to 
this user" if possible, too.

The list of possibly-assigned rights seems to be generated on the fly, so why 
not only show the rights which could be assigned, shortening the 'available' 
list as the 'current' list grows.

This is my first time to see mason code, so I don't hold any ego to this code 
at all.  :-)  I love the way it prints errors to the browser.

rob

--- SelectRights        Thu Feb  7 10:20:28 2002
+++ SelectRights.original       Thu Feb  7 10:03:19 2002
@@ -13,16 +13,12 @@
 </TD>
 <TD valign=top> 
 <h3>Current rights</h3>
-% my ($revoke_already_printed);
+<i>(Check box to revoke right)</i> <BR>
 % while (my $right = $ACLObj->Next()) {
 % if ($right->RightName) {
-%   if ($revoke_already_printed != 1) {
-<i>(Check box to revoke right)</i> <BR>
-%   $revoke_already_printed = 1;
-%   }
 <input type=checkbox value="<%$right->Id%>" name="RevokeACE"> 
<%$right->RightNa
me%><br>
 % }
-% }
+%  }
 </TD>
 </TR>
 </TABLE>




From darrinw at nixc.net  Thu Feb  7 13:22:20 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Thu, 7 Feb 2002 13:22:20 -0500
Subject: [rt-users] adding keywords on ticket creation?
In-Reply-To: <200202071211.06828@-kmail-1.3.9>; from rob@myinternetplace.net on Thu, Feb 07, 2002 at 12:11:06PM -0600
References: <001d01c1afff$05d68270$0238dccc@hutchtel.net> <20020207130023.V57067@nixc.net> <200202071211.06828@-kmail-1.3.9>
Message-ID: <20020207132220.W57067@nixc.net>

  |+ Maybe his users don't understand keywords, and they need to be searchable 
  |+ right as soon as a ticket is created.  Maybe someone (a principal, or some 
  |+ other school admin person) needs to have an auto-refreshing report of how 
  |+ many tickets are in each keyword-space, but Raymond has other things to do 
  |+ rather than babysit the un-keyworded queue, giving them keywords.

It sounds like they do understand keywords, as after they create the
ticket, they are then adding the keywords.  Just explaining to each user
that before they hit 'create', they should clikc on 'Show Details' and
pick the keyword there.




From darren at dazza.org  Thu Feb  7 13:27:34 2002
From: darren at dazza.org (Darren Nickerson)
Date: Thu, 07 Feb 2002 13:27:34 -0500
Subject: [rt-users] RT speed problem 
In-Reply-To: Message from "Tim Atkinson" <tim.atkinson@itouch.com.au> 
   of "Thu, 07 Feb 2002 00:02:07 +1100." <002c01c1af0e$7baad240$010da8c0@neuromancer> 
Message-ID: <20020207182740.1F90A5FA12@hewes.dazza.org>

>>>>> On Thu, 7 Feb 2002, "Tim" == Tim Atkinson wrote:

  Tim> Hi, I have recently moved our RT system both onto a new machine and
  Tim> version and am currently experiencing massive speed problems with RT
  Tim> after the upgrade.

Tim,

RT's database schema changed/improved a lot from 2.0.1 -> 2.0.11, in
particular somewhere around 2.0.9 the indexes/indices were tuned to improve
performance. Since it's "very hard"(tm) to mess with the schema during the
upgrade process, RTs upgrades don't touch it.

That means when you were running 2.0.11 you had, for the most part, a 2.0.1
schema with 2.0.11 functionality. It can get very slow indeed. I grew hair
waiting for some of those queries to return results ;-)

The only workable solution I found was to export the data from RT, drop the
database and recreate it from the 2.0.11 schema script, and re-import the
data. There's several threads on this in the mailing list archives about
this. It's a destructive procedure, so make sure you've got good backups, just
in case.

Good luck!

-Darren





From rob at myinternetplace.net  Thu Feb  7 13:33:59 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Thu, 7 Feb 2002 12:33:59 -0600
Subject: [rt-users] adding keywords on ticket creation?
In-Reply-To: <20020207132220.W57067@nixc.net>
References: <001d01c1afff$05d68270$0238dccc@hutchtel.net> <200202071211.06828@-kmail-1.3.9> <20020207132220.W57067@nixc.net>
Message-ID: <200202071233.59968@-kmail-1.3.9>

On Thursday 07 February 2002 12:22, Darrin Walton wrote:

> It sounds like they do understand keywords, as after they create the
> ticket, they are then adding the keywords.  Just explaining to each user
> that before they hit 'create', they should clikc on 'Show Details' and
> pick the keyword there.

Good point, it isn't that difficult.  However, I doubt that the users in this 
case _really_ want to use RT.  I don't mean that they don't want to use it, 
but that using RT isn't their jobs, but it is an adjunct to their jobs, 
hopefully making their jobs more efficient.  I think that the more work we 
can do automatically for them, the better.  Think of it as the next evolution 
from typewriter and paper through RT to "mind-reading RT".  :-)

Of course, I did _not_ say that someone here should implement this on their 
own time and at their own cost, least of all those who did not ask for it or 
see the worth in it and probably will never use it.  I firmly believe that 
those with the itch should get to scratching.  ;-)  Just file it as a 
wishlist, prioritize it properly, and maybe those of us who are looking for 
reasons to look at the RT code will look at it.

rob



From rich+rt at lafferty.ca  Thu Feb  7 13:59:03 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Thu, 7 Feb 2002 13:59:03 -0500
Subject: [rt-users] what command to create a patch?
In-Reply-To: <200202071204.32359@-kmail-1.3.9>; from rob@myinternetplace.net on Thu, Feb 07, 2002 at 12:04:32PM -0600
References: <200202071204.32359@-kmail-1.3.9>
Message-ID: <20020207135902.W16024@lafferty.ca>

On Thu, Feb 07, 2002 at 12:04:32PM -0600, Rob Walker (rob at myinternetplace.net) wrote:
> Do you want them generated by 'diff' or 'diff -c'?

I'm not Jesse, but standard practice is "diff -u" if you have a diff
that supports it, and "diff -c" if you don't -- but in that case, you
should probably think about installing GNU diff if you plan on
contributing patches regularly. :-)

  -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 bruce_campbell at ripe.net  Thu Feb  7 14:02:31 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 7 Feb 2002 20:02:31 +0100 (CET)
Subject: [rt-users] PATCH: fix for "Modify user rights for queue tasks"
 screen
In-Reply-To: <200202071222.54720@-kmail-1.3.9>
Message-ID: <Pine.LNX.4.44.0202071958570.17272-100000@x22.ripe.net>

On Thu, 7 Feb 2002, Rob Walker wrote:

> Here is the patch to only print that line if there are some rights to show.  I
> think it would be wise to print out something like "No rights assigned to
> this user" if possible, too.

For future reference, rt-devel at lists.fsck.com likes patches and things.
To keep Jesse happy, you probably also want to say which version your
patch is applicable against in the master CVS tree (see
http://www.fsck.com/rtfm/ and search for CVS).  Admittedly, I don't follow
these guidelines myself ;)

Regards,

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




From khera at kcilink.com  Thu Feb  7 14:06:38 2002
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 7 Feb 2002 14:06:38 -0500
Subject: [rt-users] RT speed problem 
In-Reply-To: <20020207182740.1F90A5FA12@hewes.dazza.org>
References: <tim.atkinson@itouch.com.au>
	<002c01c1af0e$7baad240$010da8c0@neuromancer>
	<20020207182740.1F90A5FA12@hewes.dazza.org>
Message-ID: <15458.53310.608558.657520@onceler.kciLink.com>

>>>>> "DN" == Darren Nickerson <darren at dazza.org> writes:

DN> The only workable solution I found was to export the data from RT, drop the
DN> database and recreate it from the 2.0.11 schema script, and re-import the
DN> data. There's several threads on this in the mailing list archives about
DN> this. It's a destructive procedure, so make sure you've got good backups, just
DN> in case.

Or, do it the easy way: diff the schema files between older and newer
release and add the necessary indexes.  Only other change was the
length of three varchar fields, at least in the Postgres version.  One
of the new indexes obsoletes an older one, however, since postgres
uses partial indices when the field is the first in the combined
index.

That is

CREATE INDEX Attachments1 ON Attachments (Parent);

is obsoleted by

CREATE INDEX Attachments3 ON Attachments (Parent, TransactionId);

according to the discussions on the postgres mailing lists.

I'm sure some nice foreign key relations could help out too but I'm
not gonna try to analyze that myself... ;-)



From rob at myinternetplace.net  Thu Feb  7 14:13:25 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Thu, 7 Feb 2002 13:13:25 -0600
Subject: [rt-users] PATCH: fix for "Modify user rights for queue tasks" screen
In-Reply-To: <Pine.LNX.4.44.0202071958570.17272-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0202071958570.17272-100000@x22.ripe.net>
Message-ID: <200202071313.25495@-kmail-1.3.9>

On Thursday 07 February 2002 13:02, Bruce Campbell wrote:
> On Thu, 7 Feb 2002, Rob Walker wrote:
> 
> > Here is the patch to only print that line if there are some rights to 
show.  I
> > think it would be wise to print out something like "No rights assigned to
> > this user" if possible, too.
> 
> For future reference, rt-devel at lists.fsck.com likes patches and things.

Ahh, the -devel list.  :-)

> To keep Jesse happy, you probably also want to say which version your
> patch is applicable against in the master CVS tree (see
> http://www.fsck.com/rtfm/ and search for CVS).  Admittedly, I don't follow
> these guidelines myself ;)

Um, yeah, my bad.  I didn't use CVS, this was against 2-0-11.

rob




From bruce_campbell at ripe.net  Thu Feb  7 14:10:48 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 7 Feb 2002 20:10:48 +0100 (CET)
Subject: [rt-users] adding keywords on ticket creation?
In-Reply-To: <200202071233.59968@-kmail-1.3.9>
Message-ID: <Pine.LNX.4.44.0202072003050.17272-100000@x22.ripe.net>

On Thu, 7 Feb 2002, Rob Walker wrote:

> On Thursday 07 February 2002 12:22, Darrin Walton wrote:
>
> > It sounds like they do understand keywords, as after they create the
> > ticket, they are then adding the keywords.  Just explaining to each user
> > that before they hit 'create', they should clikc on 'Show Details' and
> > pick the keyword there.
>
> Good point, it isn't that difficult.  However, I doubt that the users in this
> case _really_ want to use RT.  I don't mean that they don't want to use it,
> but that using RT isn't their jobs, but it is an adjunct to their jobs,
> hopefully making their jobs more efficient.  I think that the more work we
> can do automatically for them, the better.  Think of it as the next evolution
> from typewriter and paper through RT to "mind-reading RT".  :-)

Raymond, your question to rt-users perhaps needs some additional
information.  RT, as it is, is not capable of automatically assigning a
keyword based on the contents of the ticket (unless the enhanced mailgate
is, and someone will pipe up if it can).

Based on the phrasing of the question, I gather that the input to RT is
formatted in a particular way, eg:

	Problem: widget broken
	Machine: workstation-23

etc.

It would be possible to have RT perform a particular action when it 'sees'
that input on creation, and thus mark the ticket with a particular
keyword, based on patterns in the input, thus doing what you want.

If you describe the problem in more detail, a solution might be found.  If
you throw money at Jesse, a solution will be found ;)

Regards,

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






From darren at dazza.org  Thu Feb  7 14:22:03 2002
From: darren at dazza.org (Darren Nickerson)
Date: Thu, 07 Feb 2002 14:22:03 -0500
Subject: [rt-users] RT speed problem 
In-Reply-To: Message from Vivek Khera <khera@kcilink.com> 
   of "Thu, 07 Feb 2002 14:06:38 EST." <15458.53310.608558.657520@onceler.kciLink.com> 
Message-ID: <20020207192208.4EA445FA12@hewes.dazza.org>

>>>>> On Thu, 7 Feb 2002, "Vivek" == Vivek Khera wrote:

  Vivek> Or, do it the easy way: diff the schema files between older and newer
  Vivek> release and add the necessary indexes.

Easy for YOU perhaps. I started out that way, . . . but the diffs were huge
and hard to interpret because of all of other stuff that has changed which is
immaterial. I has nightmares for weeks after that.

Unless you eat database schemas for lunch, I'd vote for export, drop, recreate,
import any day!

-d





From khera at kcilink.com  Thu Feb  7 14:38:55 2002
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 7 Feb 2002 14:38:55 -0500
Subject: [rt-users] RT speed problem 
In-Reply-To: <20020207192208.4EA445FA12@hewes.dazza.org>
References: <khera@kcilink.com>
	<15458.53310.608558.657520@onceler.kciLink.com>
	<20020207192208.4EA445FA12@hewes.dazza.org>
Message-ID: <15458.55247.36867.986781@onceler.kciLink.com>

>>>>> "DN" == Darren Nickerson <darren at dazza.org> writes:

>>>>> On Thu, 7 Feb 2002, "Vivek" == Vivek Khera wrote:

Vivek> Or, do it the easy way: diff the schema files between older and newer
Vivek> release and add the necessary indexes.

DN> Easy for YOU perhaps. I started out that way, . . . but the diffs
DN> were huge and hard to interpret because of all of other stuff that

The entire diff from 2.0.7 to 2.0.11 for Postgres is this.  Three
fields changed size, and a bunch of new indexes added (one was
renamed, which is immeterial).

The diff to the mysql schema is pretty much identical.  Just run the
CREATE INDEX commands and you're all set.



> CREATE INDEX Attachments3 ON Attachments (Parent, TransactionId);
34c35
<   Name varchar(40) NOT NULL  ,
---
>   Name varchar(120) NOT NULL  ,
36,37c37,38
<   CorrespondAddress varchar(40)   ,
<   CommentAddress varchar(40)   ,
---
>   CorrespondAddress varchar(120)   ,
>   CommentAddress varchar(120)   ,
137c138,139
< CREATE INDEX ACL1 ON ACL (RightScope, RightAppliesTo, RightName, PrincipalType, PrincipalId);
---
> CREATE INDEX ACL1 ON ACL (RightScope, PrincipalId);
> CREATE INDEX ACL2 ON ACL (RightScope, RightAppliesTo, RightName, PrincipalType, PrincipalId);
205c207,209
< CREATE INDEX Users2 ON Users (EmailAddress);
---
> CREATE INDEX Users2 ON Users (Name);
> CREATE INDEX Users3 ON Users (id, EmailAddress);
> CREATE INDEX Users4 ON Users (EmailAddress);
236a241
> CREATE INDEX Tickets5 ON Tickets (id, EffectiveId);



From bruce_campbell at ripe.net  Thu Feb  7 14:41:50 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 7 Feb 2002 20:41:50 +0100 (CET)
Subject: [rt-users] RT speed problem 
In-Reply-To: <20020207192208.4EA445FA12@hewes.dazza.org>
Message-ID: <Pine.LNX.4.44.0202072035030.17272-100000@x22.ripe.net>

On Thu, 7 Feb 2002, Darren Nickerson wrote:

> >>>>> On Thu, 7 Feb 2002, "Vivek" == Vivek Khera wrote:
>
>   Vivek> Or, do it the easy way: diff the schema files between older and newer
>   Vivek> release and add the necessary indexes.
>
> Easy for YOU perhaps. I started out that way, . . . but the diffs were huge
> and hard to interpret because of all of other stuff that has changed which is
> immaterial. I has nightmares for weeks after that.
>
> Unless you eat database schemas for lunch, I'd vote for export, drop, recreate,
> import any day!

If you are running MySQL, you can do the neat trick of shutting down
MySQL, renaming the current RT table files to effectively a different
database (eg, rt-old), starting mysql, creating your new schema and then
merrily having a script running doing SQL manipulations to put in the new
data.

Its what I plan to do if I have to upgrade the tables on a machine where
the SQL tables are larger than the current free disk on the machine.

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




From darren at dazza.org  Thu Feb  7 14:56:32 2002
From: darren at dazza.org (Darren Nickerson)
Date: Thu, 07 Feb 2002 14:56:32 -0500
Subject: [rt-users] RT speed problem 
In-Reply-To: Message from Vivek Khera <khera@kcilink.com> 
   of "Thu, 07 Feb 2002 14:38:55 EST." <15458.55247.36867.986781@onceler.kciLink.com> 
Message-ID: <20020207195638.15D6F5FA15@hewes.dazza.org>


>>>>> On Thu, 7 Feb 2002, "Vivek" == Vivek Khera wrote:

>>>>> "DN" == Darren Nickerson <darren at dazza.org> writes:

  Vivek> Or, do it the easy way: diff the schema files between older and newer
  Vivek> release and add the necessary indexes.

  DN> Easy for YOU perhaps. I started out that way, . . . but the diffs were
  DN> huge and hard to interpret because of all of other stuff that

  Vivek> The entire diff from 2.0.7 to 2.0.11 for Postgres is this.  Three
  Vivek> fields changed size, and a bunch of new indexes added (one was
  Vivek> renamed, which is immeterial).

  Vivek> The diff to the mysql schema is pretty much identical.  Just run the
  Vivek> CREATE INDEX commands and you're all set.

Apparently you eat schemas for breakfast. ;-)

I was facing trying to understand what do do with the following diff from
2.0.1 to 2.0.9. I can't imagine trying to reproduce all of these changes by
hand . . . I'm just not a skilled MySQL DBA (or any DBA for that matter). The
drop/recreate only took me a few minutes, even if it WAS a bit scary, and I
didn't have to try to learn SQL to make that happen.

If you'd like to distill what people should do into a few CREATE INDEX
commands, I'm sure what would be VERY useful to people. Nobody should be
running modern RT without these indices, but I bet many are!

-d

--- rt-2-0-9/etc/schema.mysql   Tue Nov  6 18:04:08 2001
+++ rt-2-0-0/etc/schema.mysql   Thu May 31 02:57:06 2001
@@ -8,10 +8,10 @@
   ObjectField varchar(32) NULL  ,
   ObjectValue varchar(255) NULL  ,
   Disabled int2 NOT NULL DEFAULT 0 ,
-  PRIMARY KEY (id)
+  PRIMARY KEY (id),
+  INDEX (Keyword),
+  INDEX (ObjectType, ObjectField, ObjectValue)
 );
-CREATE INDEX KeywordSelects1 ON KeywordSelects (Keyword);
-CREATE INDEX KeywordSelects2 ON KeywordSelects (ObjectType, ObjectField, Object
Value);
 CREATE TABLE Attachments (
   id INTEGER NOT NULL  AUTO_INCREMENT,
   TransactionId integer NOT NULL  ,
@@ -21,21 +21,19 @@
   Filename varchar(255) NULL  ,
   ContentType varchar(80) NULL  ,
   ContentEncoding varchar(80) NULL  ,
-  Content LONGTEXT NULL  ,
-  Headers LONGTEXT NULL  ,
+  Content LONGBLOB NULL  ,
+  Headers LONGBLOB NULL  ,
   Creator integer NULL  ,
   Created DATETIME NULL  ,
-  PRIMARY KEY (id)
+  PRIMARY KEY (id),
+  INDEX (TransactionId)
 );
-CREATE INDEX Attachments1 ON Attachments (Parent);
-CREATE INDEX Attachments2 ON Attachments (TransactionId);
-CREATE INDEX Attachments3 ON Attachments (Parent, TransactionId);
 CREATE TABLE Queues (
   id INTEGER NOT NULL  AUTO_INCREMENT,
-  Name varchar(120) NOT NULL  ,
+  Name varchar(40) NOT NULL  ,
   Description varchar(120) NULL  ,
-  CorrespondAddress varchar(120) NULL  ,
-  CommentAddress varchar(120) NULL  ,
+  CorrespondAddress varchar(40) NULL  ,
+  CommentAddress varchar(40) NULL  ,
   InitialPriority integer NULL  ,
   FinalPriority integer NULL  ,
   DefaultDueIn integer NULL  ,
@@ -44,9 +42,9 @@
   LastUpdatedBy integer NULL  ,
   LastUpdated DATETIME NULL  ,
   Disabled int2 NOT NULL DEFAULT 0 ,
-  PRIMARY KEY (id)
+  PRIMARY KEY (id),
+  UNIQUE (Name)
 );
-CREATE UNIQUE INDEX Queues1 ON Queues (Name);
 CREATE TABLE Links (
   id INTEGER NOT NULL  AUTO_INCREMENT,
   Base varchar(240) NULL  ,
@@ -58,17 +56,17 @@
   LastUpdated DATETIME NULL  ,
   Creator integer NULL  ,
   Created DATETIME NULL  ,
-  PRIMARY KEY (id)
+  PRIMARY KEY (id),
+  UNIQUE (Base, Target, Type)
 );
-CREATE UNIQUE INDEX Links1 ON Links (Base, Target, Type);
 CREATE TABLE Groups (
   id INTEGER NOT NULL  AUTO_INCREMENT,
   Name varchar(16) NULL  ,
   Description varchar(64) NULL  ,
   Pseudo integer NOT NULL DEFAULT 0 ,
-  PRIMARY KEY (id)
+  PRIMARY KEY (id),
+  UNIQUE (Name)
 );
-CREATE UNIQUE INDEX Groups1 ON Groups (Name);
 CREATE TABLE Watchers (
   id INTEGER NOT NULL  AUTO_INCREMENT,
   Type varchar(16) NULL  ,
@@ -81,9 +79,9 @@
   Created DATETIME NULL  ,
   LastUpdatedBy integer NULL  ,
   LastUpdated DATETIME NULL  ,
-  PRIMARY KEY (id)
+  PRIMARY KEY (id),
+  INDEX (Scope, Value, Type, Owner)
 );
-CREATE INDEX Watchers1 ON Watchers (Scope, Value, Type, Owner);
 CREATE TABLE ScripConditions (
   id INTEGER NOT NULL  AUTO_INCREMENT,
   Name varchar(255) NULL  ,
@@ -111,8 +109,6 @@
   Created DATETIME NULL  ,
   PRIMARY KEY (id)
 );
-CREATE INDEX Transactions1 ON Transactions (Ticket);
-CREATE INDEX Transactions2 ON Transactions (EffectiveTicket);
 CREATE TABLE Scrips (
   id INTEGER NOT NULL  AUTO_INCREMENT,
   ScripCondition integer NULL  ,
@@ -133,39 +129,38 @@
   RightName varchar(25) NULL  ,
   RightScope varchar(25) NULL  ,
   RightAppliesTo integer NULL  ,
-  PRIMARY KEY (id)
+  PRIMARY KEY (id),
+  INDEX (RightScope, RightAppliesTo, RightName, PrincipalType, PrincipalId)
 );
-CREATE INDEX ACL1 ON ACL (RightScope, PrincipalId);
-CREATE INDEX ACL2 ON ACL (RightScope, RightAppliesTo, RightName, PrincipalType,
 PrincipalId);
 CREATE TABLE GroupMembers (
   id INTEGER NOT NULL  AUTO_INCREMENT,
   GroupId integer NULL  ,
   UserId integer NULL  ,
-  PRIMARY KEY (id)
+  PRIMARY KEY (id),
+  UNIQUE (GroupId, UserId)
 );
-CREATE UNIQUE INDEX GroupMembers1 ON GroupMembers (GroupId, UserId);
 CREATE TABLE ObjectKeywords (
   id INTEGER NOT NULL  AUTO_INCREMENT,
   Keyword integer NOT NULL  ,
   KeywordSelect integer NOT NULL  ,
   ObjectType varchar(32) NOT NULL  ,
   ObjectId integer NOT NULL  ,
-  PRIMARY KEY (id)
+  PRIMARY KEY (id),
+  UNIQUE (ObjectId, ObjectType, KeywordSelect, Keyword),
+  INDEX (ObjectId, ObjectType),
+  INDEX (Keyword)
 );
-CREATE UNIQUE INDEX ObjectKeywords1 ON ObjectKeywords (ObjectId, ObjectType, Ke
ywordSelect, Keyword);
-CREATE INDEX ObjectKeywords2 ON ObjectKeywords (ObjectId, ObjectType);
-CREATE INDEX ObjectKeywords3 ON ObjectKeywords (Keyword);
 CREATE TABLE Keywords (
   id INTEGER NOT NULL  AUTO_INCREMENT,
   Name varchar(255) NOT NULL  ,
   Description varchar(255) NULL  ,
   Parent integer NULL  ,
   Disabled int2 NOT NULL DEFAULT 0 ,
-  PRIMARY KEY (id)
+  PRIMARY KEY (id),
+  UNIQUE (Name, Parent),
+  INDEX (Name),
+  INDEX (Parent)
 );
-CREATE UNIQUE INDEX Keywords1 ON Keywords (Name, Parent);
-CREATE INDEX Keywords2 ON Keywords (Name);
-CREATE INDEX Keywords3 ON Keywords (Parent);
 CREATE TABLE Users (
   id INTEGER NOT NULL  AUTO_INCREMENT,
   Name varchar(120) NOT NULL  ,
@@ -201,12 +196,10 @@
   LastUpdatedBy integer NULL  ,
   LastUpdated DATETIME NULL  ,
   Disabled int2 NOT NULL DEFAULT 0 ,
-  PRIMARY KEY (id)
+  PRIMARY KEY (id),
+  UNIQUE (Name),
+  INDEX (EmailAddress)
 );
-CREATE UNIQUE INDEX Users1 ON Users (Name);
-CREATE INDEX Users2 ON Users (Name);
-CREATE INDEX Users3 ON Users (id, EmailAddress);
-CREATE INDEX Users4 ON Users (EmailAddress);
 CREATE TABLE Tickets (
   id INTEGER NOT NULL  AUTO_INCREMENT,
   EffectiveId integer NULL  ,
@@ -232,13 +225,10 @@
   Creator integer NULL  ,
   Created DATETIME NULL  ,
   Disabled int2 NOT NULL DEFAULT 0 ,
-  PRIMARY KEY (id)
+  PRIMARY KEY (id),
+  INDEX (Queue, Status),
+  INDEX (id, Status)
 );
-CREATE INDEX Tickets1 ON Tickets (Queue, Status);
-CREATE INDEX Tickets2 ON Tickets (Owner);
-CREATE INDEX Tickets3 ON Tickets (EffectiveId);
-CREATE INDEX Tickets4 ON Tickets (id, Status);
-CREATE INDEX Tickets5 ON Tickets (id, EffectiveId);
 CREATE TABLE ScripActions (
   id INTEGER NOT NULL  AUTO_INCREMENT,
   Name varchar(255) NULL  ,





From mark.a.swayne at xo.com  Thu Feb  7 15:11:54 2002
From: mark.a.swayne at xo.com (Swayne, Mark A)
Date: Thu, 7 Feb 2002 14:11:54 -0600 
Subject: [rt-users] make install fails - using postgresql for db.
Message-ID: <45EDA71CFF25D411A2E400508B6FC52A05E661A9@orportexch1.internal.nextlink.net>

I'm having identical symptoms with the user in the following email.
Unfortuneatly, what fixed his problem doesn't fix mine.
http://lists.fsck.com/pipermail/rt-users/2001-September/004251.html


[rt-2-0-11]# make install
mkdir -p //web/rt2/bin
mkdir -p //web/rt2/WebRT/data
mkdir -p //web/rt2/WebRT/sessiondata
mkdir -p //web/rt2/etc
mkdir -p //web/rt2/lib
mkdir -p //web/rt2/WebRT/html
mkdir -p //web/rt2/local/WebRT/html
/usr/bin/perl   tools/initdb 'Pg' '/usr/local/pgsql' 'localhost' ''
'postgres' 'rt2' create
Now creating a database for RT.
Enter the Pg password for postgres:
Creating Pg database rt2.
DBI->connect(dbname=template1;host=localhost) failed: PQconnectPoll() --
connect() failed: Connectio
n refused at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/DataSource/Driver.pm
line 74
PQconnectPoll() -- connect() failed: Connection refused at
/usr/local/lib/perl5/site_perl/5.6.1/DBIx
/DataSource/Driver.pm line 74, <STDIN> line 1.
make: *** [createdb] Error 255
[rt-2-0-11]#

Any ideas?

Thanks,
 --Mark



From khera at kcilink.com  Thu Feb  7 15:14:31 2002
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 7 Feb 2002 15:14:31 -0500
Subject: [rt-users] RT speed problem 
In-Reply-To: <20020207195638.15D6F5FA15@hewes.dazza.org>
References: <khera@kcilink.com>
	<15458.55247.36867.986781@onceler.kciLink.com>
	<20020207195638.15D6F5FA15@hewes.dazza.org>
Message-ID: <15458.57383.111293.72374@onceler.kciLink.com>

>>>>> "DN" == Darren Nickerson <darren at dazza.org> writes:

DN> Apparently you eat schemas for breakfast. ;-)

Apparently I do...

DN> If you'd like to distill what people should do into a few CREATE INDEX
DN> commands, I'm sure what would be VERY useful to people. Nobody should be
DN> running modern RT without these indices, but I bet many are!

Ok... Looks like some simplification is in order... (your diff is
backward, so the - lines are newer than the + lines, but that's not
too important).


DN> -d

DN> --- rt-2-0-9/etc/schema.mysql   Tue Nov  6 18:04:08 2001
DN> +++ rt-2-0-0/etc/schema.mysql   Thu May 31 02:57:06 2001
DN> @@ -8,10 +8,10 @@
DN>    ObjectField varchar(32) NULL  ,
DN>    ObjectValue varchar(255) NULL  ,
DN>    Disabled int2 NOT NULL DEFAULT 0 ,
DN> -  PRIMARY KEY (id)
DN> +  PRIMARY KEY (id),
DN> +  INDEX (Keyword),
DN> +  INDEX (ObjectType, ObjectField, ObjectValue)
DN>  );
DN> -CREATE INDEX KeywordSelects1 ON KeywordSelects (Keyword);
DN> -CREATE INDEX KeywordSelects2 ON KeywordSelects (ObjectType, ObjectField, Object
DN> Value);
DN>  CREATE TABLE Attachments (
DN>    id INTEGER NOT NULL  AUTO_INCREMENT,
DN>    TransactionId integer NOT NULL  ,

Ok, the two indexes were removed from the CREATE TABLE to separate
CREATE INDEX commands.  No changes necessary to your DB.


DN> @@ -21,21 +21,19 @@
DN>    Filename varchar(255) NULL  ,
DN>    ContentType varchar(80) NULL  ,
DN>    ContentEncoding varchar(80) NULL  ,
DN> -  Content LONGTEXT NULL  ,
DN> -  Headers LONGTEXT NULL  ,
DN> +  Content LONGBLOB NULL  ,
DN> +  Headers LONGBLOB NULL  ,

Change type from LONGBLOB to LONGTEXT so you get case insensitive
matching.  May be relevent to you, mabye not.

DN>    Creator integer NULL  ,
DN>    Created DATETIME NULL  ,
DN> -  PRIMARY KEY (id)
DN> +  PRIMARY KEY (id),
DN> +  INDEX (TransactionId)
DN>  );
DN> -CREATE INDEX Attachments1 ON Attachments (Parent);
DN> -CREATE INDEX Attachments2 ON Attachments (TransactionId);
DN> -CREATE INDEX Attachments3 ON Attachments (Parent, TransactionId);

Moved index on TransactionID to separate CREATE INDEX command, other
two indexes are new.  Add them to your DB, though the first one should
be unnecessary because of the third one, so I'd only add the
Attchments3 index.

DN>  CREATE TABLE Queues (
DN>    id INTEGER NOT NULL  AUTO_INCREMENT,
DN> -  Name varchar(120) NOT NULL  ,
DN> +  Name varchar(40) NOT NULL  ,
DN>    Description varchar(120) NULL  ,
DN> -  CorrespondAddress varchar(120) NULL  ,
DN> -  CommentAddress varchar(120) NULL  ,
DN> +  CorrespondAddress varchar(40) NULL  ,
DN> +  CommentAddress varchar(40) NULL  ,

These fields had their max length changed from 40 to 120.  Maybe
relevent to you, maybe not.  some invocation of ALTER TABLE should
help for MySQL, for postgres you're gonna have to dump/reload the table.

DN>    InitialPriority integer NULL  ,
DN>    FinalPriority integer NULL  ,
DN>    DefaultDueIn integer NULL  ,
DN> @@ -44,9 +42,9 @@
DN>    LastUpdatedBy integer NULL  ,
DN>    LastUpdated DATETIME NULL  ,
DN>    Disabled int2 NOT NULL DEFAULT 0 ,
DN> -  PRIMARY KEY (id)
DN> +  PRIMARY KEY (id),
DN> +  UNIQUE (Name)
DN>  );
DN> -CREATE UNIQUE INDEX Queues1 ON Queues (Name);

Creation of index moved to separate command.  No change to DB.

DN>  CREATE TABLE Links (
DN>    id INTEGER NOT NULL  AUTO_INCREMENT,
DN>    Base varchar(240) NULL  ,
DN> @@ -58,17 +56,17 @@
DN>    LastUpdated DATETIME NULL  ,
DN>    Creator integer NULL  ,
DN>    Created DATETIME NULL  ,
DN> -  PRIMARY KEY (id)
DN> +  PRIMARY KEY (id),
DN> +  UNIQUE (Base, Target, Type)
DN>  );
DN> -CREATE UNIQUE INDEX Links1 ON Links (Base, Target, Type);

Creation of index moved to separate command.  No change to DB.

DN>  CREATE TABLE Groups (
DN>    id INTEGER NOT NULL  AUTO_INCREMENT,
DN>    Name varchar(16) NULL  ,
DN>    Description varchar(64) NULL  ,
DN>    Pseudo integer NOT NULL DEFAULT 0 ,
DN> -  PRIMARY KEY (id)
DN> +  PRIMARY KEY (id),
DN> +  UNIQUE (Name)
DN>  );
DN> -CREATE UNIQUE INDEX Groups1 ON Groups (Name);

Ditto.

DN>  CREATE TABLE Watchers (
DN>    id INTEGER NOT NULL  AUTO_INCREMENT,
DN>    Type varchar(16) NULL  ,
DN> @@ -81,9 +79,9 @@
DN>    Created DATETIME NULL  ,
DN>    LastUpdatedBy integer NULL  ,
DN>    LastUpdated DATETIME NULL  ,
DN> -  PRIMARY KEY (id)
DN> +  PRIMARY KEY (id),
DN> +  INDEX (Scope, Value, Type, Owner)
DN>  );
DN> -CREATE INDEX Watchers1 ON Watchers (Scope, Value, Type, Owner);

Ditto.

DN>  CREATE TABLE ScripConditions (
DN>    id INTEGER NOT NULL  AUTO_INCREMENT,
DN>    Name varchar(255) NULL  ,
DN> @@ -111,8 +109,6 @@
DN>    Created DATETIME NULL  ,
DN>    PRIMARY KEY (id)
DN>  );
DN> -CREATE INDEX Transactions1 ON Transactions (Ticket);
DN> -CREATE INDEX Transactions2 ON Transactions (EffectiveTicket);

Two new indexes.  Add them.

DN>  CREATE TABLE Scrips (
DN>    id INTEGER NOT NULL  AUTO_INCREMENT,
DN>    ScripCondition integer NULL  ,
DN> @@ -133,39 +129,38 @@
DN>    RightName varchar(25) NULL  ,
DN>    RightScope varchar(25) NULL  ,
DN>    RightAppliesTo integer NULL  ,
DN> -  PRIMARY KEY (id)
DN> +  PRIMARY KEY (id),
DN> +  INDEX (RightScope, RightAppliesTo, RightName, PrincipalType, PrincipalId)
DN>  );
DN> -CREATE INDEX ACL1 ON ACL (RightScope, PrincipalId);
DN> -CREATE INDEX ACL2 ON ACL (RightScope, RightAppliesTo, RightName, PrincipalType,
DN>  PrincipalId);

ACL1 is a new index; ACL2 is moved to separate create command.  Add ACL1.


DN>  CREATE TABLE GroupMembers (
DN>    id INTEGER NOT NULL  AUTO_INCREMENT,
DN>    GroupId integer NULL  ,
DN>    UserId integer NULL  ,
DN> -  PRIMARY KEY (id)
DN> +  PRIMARY KEY (id),
DN> +  UNIQUE (GroupId, UserId)
DN>  );
DN> -CREATE UNIQUE INDEX GroupMembers1 ON GroupMembers (GroupId, UserId);

Index moved to separate command.

DN>  CREATE TABLE ObjectKeywords (
DN>    id INTEGER NOT NULL  AUTO_INCREMENT,
DN>    Keyword integer NOT NULL  ,
DN>    KeywordSelect integer NOT NULL  ,
DN>    ObjectType varchar(32) NOT NULL  ,
DN>    ObjectId integer NOT NULL  ,
DN> -  PRIMARY KEY (id)
DN> +  PRIMARY KEY (id),
DN> +  UNIQUE (ObjectId, ObjectType, KeywordSelect, Keyword),
DN> +  INDEX (ObjectId, ObjectType),
DN> +  INDEX (Keyword)
DN>  );
DN> -CREATE UNIQUE INDEX ObjectKeywords1 ON ObjectKeywords (ObjectId, ObjectType, KeywordSelect, Keyword);
DN> -CREATE INDEX ObjectKeywords2 ON ObjectKeywords (ObjectId, ObjectType);
DN> -CREATE INDEX ObjectKeywords3 ON ObjectKeywords (Keyword);

Index creation moved to separate command.  No change to DB.


DN>  CREATE TABLE Keywords (
DN>    id INTEGER NOT NULL  AUTO_INCREMENT,
DN>    Name varchar(255) NOT NULL  ,
DN>    Description varchar(255) NULL  ,
DN>    Parent integer NULL  ,
DN>    Disabled int2 NOT NULL DEFAULT 0 ,
DN> -  PRIMARY KEY (id)
DN> +  PRIMARY KEY (id),
DN> +  UNIQUE (Name, Parent),
DN> +  INDEX (Name),
DN> +  INDEX (Parent)
DN>  );
DN> -CREATE UNIQUE INDEX Keywords1 ON Keywords (Name, Parent);
DN> -CREATE INDEX Keywords2 ON Keywords (Name);
DN> -CREATE INDEX Keywords3 ON Keywords (Parent);

Ditto.  I suspect Keywords2 is redundant with Keywords1, but I'm not
sure since one is unique and the other is not.


DN>  CREATE TABLE Users (
DN>    id INTEGER NOT NULL  AUTO_INCREMENT,
DN>    Name varchar(120) NOT NULL  ,
DN> @@ -201,12 +196,10 @@
DN>    LastUpdatedBy integer NULL  ,
DN>    LastUpdated DATETIME NULL  ,
DN>    Disabled int2 NOT NULL DEFAULT 0 ,
DN> -  PRIMARY KEY (id)
DN> +  PRIMARY KEY (id),
DN> +  UNIQUE (Name),
DN> +  INDEX (EmailAddress)
DN>  );
DN> -CREATE UNIQUE INDEX Users1 ON Users (Name);
DN> -CREATE INDEX Users2 ON Users (Name);
DN> -CREATE INDEX Users3 ON Users (id, EmailAddress);
DN> -CREATE INDEX Users4 ON Users (EmailAddress);

Moved indexes to separate commands.  Users2 index is totally redundant
with Users1 index -- just wastes space.  Add Users3 to update your DB.

DN>  CREATE TABLE Tickets (
DN>    id INTEGER NOT NULL  AUTO_INCREMENT,
DN>    EffectiveId integer NULL  ,
DN> @@ -232,13 +225,10 @@
DN>    Creator integer NULL  ,
DN>    Created DATETIME NULL  ,
DN>    Disabled int2 NOT NULL DEFAULT 0 ,
DN> -  PRIMARY KEY (id)
DN> +  PRIMARY KEY (id),
DN> +  INDEX (Queue, Status),
DN> +  INDEX (id, Status)
DN>  );
DN> -CREATE INDEX Tickets1 ON Tickets (Queue, Status);
DN> -CREATE INDEX Tickets2 ON Tickets (Owner);
DN> -CREATE INDEX Tickets3 ON Tickets (EffectiveId);
DN> -CREATE INDEX Tickets4 ON Tickets (id, Status);
DN> -CREATE INDEX Tickets5 ON Tickets (id, EffectiveId);
DN>  CREATE TABLE ScripActions (
DN>    id INTEGER NOT NULL  AUTO_INCREMENT,
DN>    Name varchar(255) NULL  ,

Index commands moved to separate commands.  New indexes to add:
Tickets2, Tickets3, Tickets5.

To add the necesssary indexes, just cut/paste the CREATE INDEX into
the mysql program.



From purp at wildbrain.com  Thu Feb  7 15:29:54 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 07 Feb 2002 12:29:54 -0800
Subject: [rt-users] CONTRIB: MyQueues
Message-ID: <1013113796.23150.42.camel@labyrinth.wildbrain.com>

Howdy!

In line with the MyTickets and MyRequests portions of WebRT, here's a
MyQueues module which displays the 25 highest priority unclaimed (e.g.
owned by Nobody) tickets in all queues that the current user is a
watcher on.

To use this module:

* Copy it into your RT dir under WebRT/html/Elements/MyQueues.pm
* Add it to your WebRT/html/index.html:

  <TD WIDTH=70%>
  <& /Elements/CustomHomepageHeader, %ARGS &>
  <& /Elements/MyTickets &>
  <BR>
+ <& /Elements/MyQueues &>
+ <BR>
  <& /Elements/MyRequests &>
  </TD>
  <TD>

And it should just work. =]

Enjoy!

--j
-- 
Jim Meyer, Geek At Large                              purp at wildbrain.com




From purp at wildbrain.com  Thu Feb  7 15:33:34 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 07 Feb 2002 12:33:34 -0800
Subject: [rt-users] Re: CONTRIB: MyQueues
In-Reply-To: <1013113796.23150.42.camel@labyrinth.wildbrain.com>
References: <1013113796.23150.42.camel@labyrinth.wildbrain.com>
Message-ID: <1013114014.22298.48.camel@labyrinth.wildbrain.com>

Works better if I attach the file, doesn't it? ;]

--j

On Thu, 2002-02-07 at 12:29, Jim Meyer wrote:
> Howdy!
> 
> In line with the MyTickets and MyRequests portions of WebRT, here's a
> MyQueues module which displays the 25 highest priority unclaimed (e.g.
> owned by Nobody) tickets in all queues that the current user is a
> watcher on.
> 
> To use this module:
> 
> * Copy it into your RT dir under WebRT/html/Elements/MyQueues.pm
> * Add it to your WebRT/html/index.html:
> 
>   <TD WIDTH=70%>
>   <& /Elements/CustomHomepageHeader, %ARGS &>
>   <& /Elements/MyTickets &>
>   <BR>
> + <& /Elements/MyQueues &>
> + <BR>
>   <& /Elements/MyRequests &>
>   </TD>
>   <TD>
> 
> And it should just work. =]
> 
> Enjoy!
> 
> --j
> -- 
> Jim Meyer, Geek At Large                              purp at wildbrain.com
-- 
Jim Meyer, Geek At Large                              purp at wildbrain.com
-------------- next part --------------
<& /Elements/TitleBoxStart, title => "25 highest priority unclaimed tickets in queues I watch..." &>
<TABLE BORDER=0 cellspacing=0 cellpadding=1 WIDTH=100%>
<TR>
<TH ALIGN=RIGHT>#</TH>
<TH ALIGN=LEFT>Subject</TH>
<TH ALIGN=LEFT>Queue</TH>
<TH ALIGN=LEFT>Status</TH>
<TH ALIGN=LEFT>&nbsp;</TH>
</TR>
% while (my $Ticket = $Tickets->Next) {
<TR>
<TD ALIGN=RIGHT>
<%$Ticket->Id%>
</TD>
<TD>
<A HREF="<% $RT::WebPath %>/Ticket/Display.html?id=<%$Ticket->Id%>">
<%$Ticket->Subject || '[no subject]'%>
</A>
</TD>
<TD>
<%$Ticket->QueueObj->Name%>
</TD><TD>
<%$Ticket->Status%>
</TD>
<TD ALIGN=RIGHT>
[<A HREF="<% $RT::WebPath %>/Ticket/Display.html?id=<%$Ticket->Id%>&Action=Take&Status=open">Take</A>]
</TD>
<TD ALIGN=RIGHT>
[<A HREF="<% $RT::WebPath %>/Ticket/Update.html?Action=Respond&DefaultStatus=resolved&id=<%$Ticket->Id%>">Resolve</A>]
</TD>
</TR>
% }
</TABLE>
<& /Elements/TitleBoxEnd &>


<%INIT>
my $Queues = new RT::Queues($session{'CurrentUser'}); 
$Queues->UnLimit();

my $Tickets = new RT::Tickets ($session{'CurrentUser'});
$Tickets->ClearRestrictions;                                           
$Tickets->LimitOwner(VALUE => "Nobody");
$Tickets->LimitStatus(VALUE => "resolved", OPERATOR => '!=');
$Tickets->LimitStatus(VALUE => "dead", OPERATOR => '!=');

while (my $queue = $Queues->Next) {
     next if ! $queue->IsWatcher($session{'CurrentUser'});
     $Tickets->LimitQueue(VALUE => $queue->id);            
}

$Tickets->OrderBy(FIELD => 'Priority', ORDER => 'DESC');
$Tickets->RowsPerPage(25);
</%INIT>

From cpacheco at planninggroup.com  Thu Feb  7 16:18:24 2002
From: cpacheco at planninggroup.com (Christen R. Pacheco)
Date: Thu, 7 Feb 2002 16:18:24 -0500
Subject: [rt-users] Re: CONTRIB: MyQueues
Message-ID: <8BBF48E7E5112145872F07ABE8CA7836FEE8@pgiexch1.HEADQUARTERS.PLANNINGGROUP.NET>

You are awesome!!! It works great!!! 3 seconds to get it working...
Thanks


-----Original Message-----
From: Jim Meyer [mailto:purp at wildbrain.com] 
Sent: Thursday, February 07, 2002 3:34 PM
To: Jim Meyer
Cc: Request Tracker Users Mailing List
Subject: [rt-users] Re: CONTRIB: MyQueues

Works better if I attach the file, doesn't it? ;]

--j

On Thu, 2002-02-07 at 12:29, Jim Meyer wrote:
> Howdy!
> 
> In line with the MyTickets and MyRequests portions of WebRT, here's a
> MyQueues module which displays the 25 highest priority unclaimed (e.g.
> owned by Nobody) tickets in all queues that the current user is a
> watcher on.
> 
> To use this module:
> 
> * Copy it into your RT dir under WebRT/html/Elements/MyQueues.pm
> * Add it to your WebRT/html/index.html:
> 
>   <TD WIDTH=70%>
>   <& /Elements/CustomHomepageHeader, %ARGS &>
>   <& /Elements/MyTickets &>
>   <BR>
> + <& /Elements/MyQueues &>
> + <BR>
>   <& /Elements/MyRequests &>
>   </TD>
>   <TD>
> 
> And it should just work. =]
> 
> Enjoy!
> 
> --j
> -- 
> Jim Meyer, Geek At Large
purp at wildbrain.com
-- 
Jim Meyer, Geek At Large                              purp at wildbrain.com



From mail at jonaspasche.de  Thu Feb  7 16:25:00 2002
From: mail at jonaspasche.de (Jonas Pasche)
Date: 07 Feb 2002 22:25:00 +0100
Subject: [rt-users] User can't view newly created ticket
Message-ID: <1013117101.1536.265.camel@leonardo>

Hi there,

I've been using RT2 for a long time at my former job. It helped me and
my colleagues a lot managing our support things, and I want to say thank
you to everybody that helped developing this tool.

This time I just installed it on my own and found a funny "hickup". I
didn't do anything special with the setup; just followed the
installation guide. I searched the list archive, but I could not find
anything helpful.

Here's what I did.

I added one user without any privileges. To the "general" queue, I added
the following group rights:

Everyone:
  CommentOnTicket
  CreateTicket
  ReplyToTicket
  SeeQueue

Requestor:
  ShowTicket

If I log in with the non-privileged user, I get to the SelfService area,
which is quite fine. I can create a ticket in the "general" queue, but
right after clicking on "Create ticket", I get the RT error "No
permission to display that ticket". That's amazing, because I'm the
Requestor, so I should be able to see it. Even more amazing: If I select
"Open requests", my newly created ticket is there, and if I click on
"Details" I actually _can_ view it.

It looks like the database isn't updated fast enough or something; like
that RT tries to display the ticket right before the database knows that
it's mine. I'm confused. :)

Can somebody tell me what's going on?

Thanks,
Jonas


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From wkelleher at aaservicesltd.com  Thu Feb  7 16:34:16 2002
From: wkelleher at aaservicesltd.com (wkelleher at aaservicesltd.com)
Date: Thu, 7 Feb 2002 16:34:16 -0500 
Subject: [rt-users] Sendmail issue
Message-ID: <21C536E9D898D211BB8300A02413392723F231@AA_TAX>

I know this may not be the place but I got RT2 running last weekend and I am
chomping at the bit.

I have set up on my exchange server a user that all its mail is forwarded
intact to support at 180.180.180.13 the ip address of the linux box with RT on
it. This works great for a list server I am running on another NT server.

Anyhow Sendmail is talking back to the exchange server finaly, as it returns
with a user uknown error.

I set up the aliases just like it said in the RT documentation.

I can create a ticket via the Web interface and it emails me the ticket
number like it is supposed to.

I am sure that sendmail is not set up correctly (I kept all the default
settings after installing). I am not familiar with sendmail and Any pointers
would be appreciated.

Thanks in advance



From gregs at Intellstat.com  Thu Feb  7 16:44:37 2002
From: gregs at Intellstat.com (Greg Smythe)
Date: Thu, 7 Feb 2002 13:44:37 -0800 
Subject: [rt-users] Sendmail issue
Message-ID: <41257DB9CD3CD311BE92006008A52B2554FD4F@mail.intellstat.com>

After you edited the aliases file did you run the command 'newaliases' ?




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




-----Original Message-----
From: wkelleher at aaservicesltd.com [mailto:wkelleher at aaservicesltd.com] 
Sent: Thursday, February 07, 2002 1:34 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Sendmail issue


I know this may not be the place but I got RT2 running last weekend and I am
chomping at the bit.

I have set up on my exchange server a user that all its mail is forwarded
intact to support at 180.180.180.13 the ip address of the linux box with RT on
it. This works great for a list server I am running on another NT server.

Anyhow Sendmail is talking back to the exchange server finaly, as it returns
with a user uknown error.

I set up the aliases just like it said in the RT documentation.

I can create a ticket via the Web interface and it emails me the ticket
number like it is supposed to.

I am sure that sendmail is not set up correctly (I kept all the default
settings after installing). I am not familiar with sendmail and Any pointers
would be appreciated.

Thanks in advance

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



From wkelleher at aaservicesltd.com  Thu Feb  7 16:46:21 2002
From: wkelleher at aaservicesltd.com (wkelleher at aaservicesltd.com)
Date: Thu, 7 Feb 2002 16:46:21 -0500 
Subject: [rt-users] Sendmail issue
Message-ID: <21C536E9D898D211BB8300A02413392723F233@AA_TAX>

Yes, I will try to send from the command line to get more info

> -----Original Message-----
> From: Greg Smythe [mailto:gregs at Intellstat.com]
> Sent: Thursday, February 07, 2002 4:45 PM
> To: 'wkelleher at aaservicesltd.com'; rt-users at lists.fsck.com
> Subject: RE: [rt-users] Sendmail issue
> 
> 
> After you edited the aliases file did you run the command 
> 'newaliases' ?
> 
> 
> 
> 
> -=-=-=-=-=-=-=-=-=-=-=-=-=-
> Greg Smythe
> SysAdmin
> Intellstat Communications
> WA State Resident
> 
> 
> 
> 
> -----Original Message-----
> From: wkelleher at aaservicesltd.com 
> [mailto:wkelleher at aaservicesltd.com] 
> Sent: Thursday, February 07, 2002 1:34 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Sendmail issue
> 
> 
> I know this may not be the place but I got RT2 running last 
> weekend and I am
> chomping at the bit.
> 
> I have set up on my exchange server a user that all its mail 
> is forwarded
> intact to support at 180.180.180.13 the ip address of the linux 
> box with RT on
> it. This works great for a list server I am running on 
> another NT server.
> 
> Anyhow Sendmail is talking back to the exchange server 
> finaly, as it returns
> with a user uknown error.
> 
> I set up the aliases just like it said in the RT documentation.
> 
> I can create a ticket via the Web interface and it emails me 
> the ticket
> number like it is supposed to.
> 
> I am sure that sendmail is not set up correctly (I kept all 
> the default
> settings after installing). I am not familiar with sendmail 
> and Any pointers
> would be appreciated.
> 
> Thanks in advance
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 



From mark.a.swayne at xo.com  Thu Feb  7 16:51:05 2002
From: mark.a.swayne at xo.com (Swayne, Mark A)
Date: Thu, 7 Feb 2002 15:51:05 -0600 
Subject: [rt-users] make install fails - using postgresql for db.
Message-ID: <45EDA71CFF25D411A2E400508B6FC52A05E661AB@orportexch1.internal.nextlink.net>

Deleting the host name from the Makefile fixed my problem.

DB_HOST   =    

Please update the install docs to indicate that this might be a good idea.
It would have saved me HOURS.

-----Original Message-----
From: Swayne, Mark A [mailto:mark.a.swayne at xo.com]
Sent: Thursday, February 07, 2002 12:12 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] make install fails - using postgresql for db.


I'm having identical symptoms with the user in the following email.
Unfortuneatly, what fixed his problem doesn't fix mine.
http://lists.fsck.com/pipermail/rt-users/2001-September/004251.html


[rt-2-0-11]# make install
mkdir -p //web/rt2/bin
mkdir -p //web/rt2/WebRT/data
mkdir -p //web/rt2/WebRT/sessiondata
mkdir -p //web/rt2/etc
mkdir -p //web/rt2/lib
mkdir -p //web/rt2/WebRT/html
mkdir -p //web/rt2/local/WebRT/html
/usr/bin/perl   tools/initdb 'Pg' '/usr/local/pgsql' 'localhost' ''
'postgres' 'rt2' create
Now creating a database for RT.
Enter the Pg password for postgres:
Creating Pg database rt2.
DBI->connect(dbname=template1;host=localhost) failed: PQconnectPoll() --
connect() failed: Connectio
n refused at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/DataSource/Driver.pm
line 74
PQconnectPoll() -- connect() failed: Connection refused at
/usr/local/lib/perl5/site_perl/5.6.1/DBIx
/DataSource/Driver.pm line 74, <STDIN> line 1.
make: *** [createdb] Error 255
[rt-2-0-11]#

Any ideas?

Thanks,
 --Mark

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



From feargal at thecia.ie  Thu Feb  7 16:50:13 2002
From: feargal at thecia.ie (Feargal Reilly)
Date: Thu, 07 Feb 2002 21:50:13 +0000
Subject: [rt-users] Sendmail issue
In-Reply-To: <21C536E9D898D211BB8300A02413392723F231@AA_TAX>
Message-ID: <5.1.0.14.0.20020207214941.00a762f0@mail.thecia.ie>

Did you run 'newaliases' after you set up the aliases?

At 21:34 07/02/02, you wrote:
>I know this may not be the place but I got RT2 running last weekend and I am
>chomping at the bit.
>
>I have set up on my exchange server a user that all its mail is forwarded
>intact to support at 180.180.180.13 the ip address of the linux box with RT on
>it. This works great for a list server I am running on another NT server.
>
>Anyhow Sendmail is talking back to the exchange server finaly, as it returns
>with a user uknown error.
>
>I set up the aliases just like it said in the RT documentation.
>
>I can create a ticket via the Web interface and it emails me the ticket
>number like it is supposed to.
>
>I am sure that sendmail is not set up correctly (I kept all the default
>settings after installing). I am not familiar with sendmail and Any pointers
>would be appreciated.
>
>Thanks in advance
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users

Feargal Reilly,
Systems Administrator,
The CIA.




From jdeberry at townnews.com  Thu Feb  7 16:56:06 2002
From: jdeberry at townnews.com (John DeBerry)
Date: Thu, 7 Feb 2002 15:56:06 -0600
Subject: [rt-users] Re: CONTRIB: MyQueues
In-Reply-To: <1013114014.22298.48.camel@labyrinth.wildbrain.com>
Message-ID: <JDEMKKMKMAAPCNHIBFLGOEKBDBAA.jdeberry@townnews.com>

This is nifty. Thanks, Jim! I implemented this and changed the Resolve link
to a 'This is spam' link that automatically kills  tickets to make it easier
for us to clear those out. :)

Woohoo!

John DeBerry

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jim Meyer
> Sent: Thursday, February 07, 2002 2:34 PM
> To: Jim Meyer
> Cc: Request Tracker Users Mailing List
> Subject: [rt-users] Re: CONTRIB: MyQueues
>
>
> Works better if I attach the file, doesn't it? ;]
>
> --j
>
> On Thu, 2002-02-07 at 12:29, Jim Meyer wrote:
> > Howdy!
> >
> > In line with the MyTickets and MyRequests portions of WebRT, here's a
> > MyQueues module which displays the 25 highest priority unclaimed (e.g.
> > owned by Nobody) tickets in all queues that the current user is a
> > watcher on.
> >
> > To use this module:
> >
> > * Copy it into your RT dir under WebRT/html/Elements/MyQueues.pm
> > * Add it to your WebRT/html/index.html:
> >
> >   <TD WIDTH=70%>
> >   <& /Elements/CustomHomepageHeader, %ARGS &>
> >   <& /Elements/MyTickets &>
> >   <BR>
> > + <& /Elements/MyQueues &>
> > + <BR>
> >   <& /Elements/MyRequests &>
> >   </TD>
> >   <TD>
> >
> > And it should just work. =]
> >
> > Enjoy!
> >
> > --j
> > --
> > Jim Meyer, Geek At Large                              purp at wildbrain.com
> --
> Jim Meyer, Geek At Large                              purp at wildbrain.com
>




From bill at daze.net  Thu Feb  7 17:49:06 2002
From: bill at daze.net (bill at daze.net)
Date: Thu, 7 Feb 2002 14:49:06 -0800 (PST)
Subject: [rt-users] Re: CONTRIB: MyQueues
In-Reply-To: <1013114014.22298.48.camel@labyrinth.wildbrain.com>
Message-ID: <Pine.BSI.4.20.0202071447041.4177-100000@force.daze.net>

Thanks for posting this.  I'm just getting started implementing RT2
(moving from RT1) and examples like this really help me out in learning
how to customize it.  Your MyQueues contribution adds an excellent feature
to the start page.

> > In line with the MyTickets and MyRequests portions of WebRT, here's a
> > MyQueues module which displays the 25 highest priority unclaimed (e.g.
> > owned by Nobody) tickets in all queues that the current user is a
> > watcher on.




From russj at dimstar.net  Thu Feb  7 19:04:43 2002
From: russj at dimstar.net (Russ Johnson)
Date: Thu, 07 Feb 2002 16:04:43 -0800
Subject: [rt-users] Installing.
In-Reply-To: <8BBF48E7E5112145872F07ABE8CA7836FEE8@pgiexch1.HEADQUARTERS
 .PLANNINGGROUP.NET>
Message-ID: <5.1.0.14.0.20020207160043.0273d328@127.0.0.1>

I'm trying to install, on a fresh machine. I've satisfied the perl 
dependencies, I've built perl, mod_perl and apache from source.

I added the stuff to the httpd.conf, and now I get this when I try to start 
apache:

[root at help conf]# /usr/local/apache/bin/apachectl start
[Thu Feb  7 15:31:03 2002] [error] Can't locate Storable.pm in @INC (@INC 
contains: /local/rt2/etc /local/rt2/lib 
/usr/local/lib/perl5/5.6.1/i686-linux /usr/local/lib/perl5/5.6.1 
/usr/local/lib/perl5/site_perl/5.6.1/i686-linux 
/usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl . 
/usr/local/apache/ /usr/local/apache/lib/perl) at 
/usr/local/lib/perl5/site_perl/5.6.1/Apache/Session/Serialize/Storable.pm 
line 14.
BEGIN failed--compilation aborted at 
/usr/local/lib/perl5/site_perl/5.6.1/Apache/Session/Serialize/Storable.pm 
line 14.
Compilation failed in require at 
/usr/local/lib/perl5/site_perl/5.6.1/Apache/Session/File.pm line 22.
BEGIN failed--compilation aborted at 
/usr/local/lib/perl5/site_perl/5.6.1/Apache/Session/File.pm line 22.
Compilation failed in require at /local/rt2/bin/webmux.pl line 85.
BEGIN failed--compilation aborted at /local/rt2/bin/webmux.pl line 85.
Compilation failed in require at (eval 5) line 1.

Syntax error on line 986 of /usr/local/apache/conf/httpd.conf:
Can't locate Storable.pm in @INC (@INC contains: /local/rt2/etc 
/local/rt2/lib /usr/local/lib/perl5/5.6.1/i686-linux 
/usr/local/lib/perl5/5.6.1 /usr/local/lib/perl5/site_perl/5.6.1/i686-linux 
/usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl . 
/usr/local/apache/ /usr/local/apache/lib/perl) at 
/usr/local/lib/perl5/site_perl/5.6.1/Apache/Session/Serialize/Storable.pm 
line 14.
BEGIN failed--compilation aborted at 
/usr/local/lib/perl5/site_perl/5.6.1/Apache/Session/Serialize/Storable.pm 
line 14.
Compilation failed in require at 
/usr/local/lib/perl5/site_perl/5.6.1/Apache/Session/File.pm line 22.
BEGIN failed--compilation aborted at 
/usr/local/lib/perl5/site_perl/5.6.1/Apache/Session/File.pm line 22.
Compilation failed in require at /local/rt2/bin/webmux.pl line 85.
BEGIN failed--compilation aborted at /local/rt2/bin/webmux.pl line 85.
Compilation failed in require at (eval 5) line 1.

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

--8<-- end of error message

I have looked, and 
/usr/local/lib/perl5/site_perl/5.6.1/Apache/Session/Serialize/Storable.pm 
exists.

Any ideas?


The Declaration of Independence only guarantees your right to "pursue" 
happiness. It doesn't say anything about catching it.

---

Russ Johnson
Stargate Online

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




From cpacheco at planninggroup.com  Thu Feb  7 19:12:08 2002
From: cpacheco at planninggroup.com (Christen R. Pacheco)
Date: Thu, 7 Feb 2002 19:12:08 -0500
Subject: [rt-users] Installing.
Message-ID: <8BBF48E7E5112145872F07ABE8CA7836FEEE@pgiexch1.HEADQUARTERS.PLANNINGGROUP.NET>

It doesnt look like /usr/local/lib/perl5/site_perl/5.6.1/Apache/Session/Serialize/Storable.pm 
is in your @INC path...

@INC (@INC contains: /local/rt2/etc /local/rt2/lib 
/usr/local/lib/perl5/5.6.1/i686-linux /usr/local/lib/perl5/5.6.1 
/usr/local/lib/perl5/site_perl/5.6.1/i686-linux 
/usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl . 
/usr/local/apache/ /usr/local/apache/lib/perl)

Link it in or run perl --MCPAN -e shell and add it to your path
-----Original Message-----
From: Russ Johnson [mailto:russj at dimstar.net]
Sent: Thursday, February 07, 2002 7:05 PM
To: Request Tracker Users Mailing List
Subject: [rt-users] Installing.



I'm trying to install, on a fresh machine. I've satisfied the perl 
dependencies, I've built perl, mod_perl and apache from source.

I added the stuff to the httpd.conf, and now I get this when I try to start 
apache:

[root at help conf]# /usr/local/apache/bin/apachectl start
[Thu Feb  7 15:31:03 2002] [error] Can't locate Storable.pm in @INC (@INC 
contains: /local/rt2/etc /local/rt2/lib 
/usr/local/lib/perl5/5.6.1/i686-linux /usr/local/lib/perl5/5.6.1 
/usr/local/lib/perl5/site_perl/5.6.1/i686-linux 
/usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl . 
/usr/local/apache/ /usr/local/apache/lib/perl) at 
/usr/local/lib/perl5/site_perl/5.6.1/Apache/Session/Serialize/Storable.pm 
line 14.
BEGIN failed--compilation aborted at 
/usr/local/lib/perl5/site_perl/5.6.1/Apache/Session/Serialize/Storable.pm 
line 14.
Compilation failed in require at 
/usr/local/lib/perl5/site_perl/5.6.1/Apache/Session/File.pm line 22.
BEGIN failed--compilation aborted at 
/usr/local/lib/perl5/site_perl/5.6.1/Apache/Session/File.pm line 22.
Compilation failed in require at /local/rt2/bin/webmux.pl line 85.
BEGIN failed--compilation aborted at /local/rt2/bin/webmux.pl line 85.
Compilation failed in require at (eval 5) line 1.

Syntax error on line 986 of /usr/local/apache/conf/httpd.conf:
Can't locate Storable.pm in @INC (@INC contains: /local/rt2/etc 
/local/rt2/lib /usr/local/lib/perl5/5.6.1/i686-linux 
/usr/local/lib/perl5/5.6.1 /usr/local/lib/perl5/site_perl/5.6.1/i686-linux 
/usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl . 
/usr/local/apache/ /usr/local/apache/lib/perl) at 
/usr/local/lib/perl5/site_perl/5.6.1/Apache/Session/Serialize/Storable.pm 
line 14.
BEGIN failed--compilation aborted at 
/usr/local/lib/perl5/site_perl/5.6.1/Apache/Session/Serialize/Storable.pm 
line 14.
Compilation failed in require at 
/usr/local/lib/perl5/site_perl/5.6.1/Apache/Session/File.pm line 22.
BEGIN failed--compilation aborted at 
/usr/local/lib/perl5/site_perl/5.6.1/Apache/Session/File.pm line 22.
Compilation failed in require at /local/rt2/bin/webmux.pl line 85.
BEGIN failed--compilation aborted at /local/rt2/bin/webmux.pl line 85.
Compilation failed in require at (eval 5) line 1.

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

--8<-- end of error message

I have looked, and 
/usr/local/lib/perl5/site_perl/5.6.1/Apache/Session/Serialize/Storable.pm 
exists.

Any ideas?


The Declaration of Independence only guarantees your right to "pursue" 
happiness. It doesn't say anything about catching it.

---

Russ Johnson
Stargate Online

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


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



From pdh at snapgear.com  Thu Feb  7 19:12:19 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 8 Feb 2002 10:12:19 +1000
Subject: [rt-users] Installing.
In-Reply-To: <5.1.0.14.0.20020207160043.0273d328@127.0.0.1>
References: <8BBF48E7E5112145872F07ABE8CA7836FEE8@pgiexch1.HEADQUARTERS.PLANNINGGROUP.NET> <5.1.0.14.0.20020207160043.0273d328@127.0.0.1>
Message-ID: <20020208001219.GF22043@moreton.com.au>

Russ Johnson wrote:
> [Thu Feb  7 15:31:03 2002] [error] Can't locate Storable.pm in @INC (@INC 

> --8<--
> 
> I have looked, and 
> /usr/local/lib/perl5/site_perl/5.6.1/Apache/Session/Serialize/Storable.pm 
> exists.

That package is trying to pull in another Storable.pm. Check CPAN
for "Storable".

What does "make testdeps" say about your setup, anyway? Did you need
to force install Apache::Session (or anything else)?



From mail at jonaspasche.de  Thu Feb  7 19:19:51 2002
From: mail at jonaspasche.de (Jonas Pasche)
Date: 08 Feb 2002 01:19:51 +0100
Subject: [rt-users] Installing.
In-Reply-To: <5.1.0.14.0.20020207160043.0273d328@127.0.0.1>
References: <5.1.0.14.0.20020207160043.0273d328@127.0.0.1>
Message-ID: <1013127592.1890.301.camel@leonardo>

Hi Russ,

> [Thu Feb  7 15:31:03 2002] [error] Can't locate Storable.pm in @INC
[...]
> I have looked, and 
> /usr/local/lib/perl5/site_perl/5.6.1/Apache/Session/Serialize/Storable.pm 
> exists.

This file is part of the Apache::Session module. It is not the Storable
module.

If you have CPAN, just type "cpan" as root, and then "install Storable".

If you want to do it manually:

http://www.cpan.org/modules/by-module/Storable/Storable-1.0.14.tar.gz

Jonas


-- 
visit http://jonaspasche.de
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From seph at commerceflow.com  Thu Feb  7 20:36:58 2002
From: seph at commerceflow.com (seph)
Date: 07 Feb 2002 17:36:58 -0800
Subject: [rt-users] RT speed problem
In-Reply-To: "Tim Atkinson"'s message of "Thu, 7 Feb 2002 00:02:07 +1100"
References: <002c01c1af0e$7baad240$010da8c0@neuromancer>
Message-ID: <6yheosiwjp.fsf@seph.commerceflow.com>

what version of SearchBuilder are you using?
If it's old, you should try updating it.

"Tim Atkinson" <tim.atkinson at itouch.com.au> writes:

> Hi,
> I have recently moved our RT system both onto a new machine and version and
> am currently experiencing massive speed problems with RT after the upgrade.
> Here's the lowdown on the before and after:
> 
> Before:
> Pentium III 733
> 384Mb RAM
> IDE ATA33 disk
> RT 2.0.1
> 
> After:
> Dual Pentium III 600
> 512Mb RAM
> SCSI U2W disk (RAID-5)
> RT 2.0.9
> 
> After finding the speed issues I tried moving the RT database to another
> RAID-0 array on the same machine and also to another server but to no avail.
> I upgraded RT to 2.0.11, also with no effect. I then tried downgrading to
> 2.0.5 (no effect) and subsequently 2.0.1 which fixed the issue.
> 
> Our RT database is ~350Mb. I was wondering if anyone else has seen this type
> of issue and if there is a fix of any kind for it (apart from continuing to
> run 2.0.1)?
> 
> Thanks.
> 
> Tim Atkinson
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From spedersen at cspeed.com  Thu Feb  7 21:24:07 2002
From: spedersen at cspeed.com (Shannon Pedersen)
Date: Thu, 7 Feb 2002 18:24:07 -0800
Subject: [rt-users] Force installing CPAN module
Message-ID: <DC250798D1BCCC47AA4D01D96D2107C8155E6E@dcsjcalpha.cspeed.com>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020207/7ce76703/attachment.htm>

From purp at wildbrain.com  Thu Feb  7 22:17:54 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 07 Feb 2002 19:17:54 -0800
Subject: [rt-users] CONTRIB: MyQueues v0.0.2
In-Reply-To: <1013113796.23150.42.camel@labyrinth.wildbrain.com>
References: <1013113796.23150.42.camel@labyrinth.wildbrain.com>
Message-ID: <1013138274.23150.142.camel@labyrinth.wildbrain.com>

Howdy again!

As Ryan Morben was kind enough to point out, MyQueues was showing all
queues to anyone who wasn't a watcher on any queue. Further poking at it
also taught me that I don't know as much about how Queue->IsWatcher() as
I thought I did. I didn't spot this myself as there aren't any queues
here I don't watch...more's the pity.

However, an hour of learning enabled me to figure out a hack to solve
the problem while I go learn more about Queue->IsWatcher(). I've tested
this one on a couple of people who watch fewer queues than I do, and
it's working. Really. =]

It also notes in the title of the box how many queues you're watching; I
toyed with having it be invisible if you watch no queues, but I decided
that since MyTickets and MyRequests show up even if empty, it made more
sense to follow that behavior.

Anyway, enjoy!

--j

On Thu, 2002-02-07 at 12:29, Jim Meyer wrote:
> Howdy!
> 
> In line with the MyTickets and MyRequests portions of WebRT, here's a
> MyQueues module which displays the 25 highest priority unclaimed (e.g.
> owned by Nobody) tickets in all queues that the current user is a
> watcher on.
> 
> To use this module:
> 
> * Copy it into your RT dir under WebRT/html/Elements/MyQueues.pm
> * Add it to your WebRT/html/index.html:
> 
>   <TD WIDTH=70%>
>   <& /Elements/CustomHomepageHeader, %ARGS &>
>   <& /Elements/MyTickets &>
>   <BR>
> + <& /Elements/MyQueues &>
> + <BR>
>   <& /Elements/MyRequests &>
>   </TD>
>   <TD>
> 
> And it should just work. =]
> 
> Enjoy!
> 
> --j
> -- 
> Jim Meyer, Geek At Large                              purp at wildbrain.com
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
-- 
Jim Meyer, Geek At Large                              purp at wildbrain.com
-------------- next part --------------
<!-- MyQueues v0.0.2, 2002.02.07, purp at wildbrain.com -->
<& /Elements/TitleBoxStart, title => "25 highest priority unclaimed tickets in the $queueCount queue(s) I watch..." &>
% if ($queueCount > 0) {
<TABLE BORDER=0 cellspacing=0 cellpadding=1 WIDTH=100%>
<TR>
<TH ALIGN=RIGHT>#</TH>
<TH ALIGN=LEFT>Subject</TH>
<TH ALIGN=LEFT>Queue</TH>
<TH ALIGN=LEFT>Status</TH>
<TH ALIGN=LEFT>&nbsp;</TH>
</TR>
% while (my $Ticket = $Tickets->Next) {
<TR>
<TD ALIGN=RIGHT>
<%$Ticket->Id%>
</TD>
<TD>
<A HREF="<% $RT::WebPath %>/Ticket/Display.html?id=<%$Ticket->Id%>">
<%$Ticket->Subject || '[no subject]'%>
</A>
</TD>
<TD>
<%$Ticket->QueueObj->Name%>
</TD><TD>
<%$Ticket->Status%>
</TD>
<TD ALIGN=RIGHT>
[<A HREF="<% $RT::WebPath %>/Ticket/Display.html?id=<%$Ticket->Id%>&Action=Take&Status=open">Take</A>]
</TD>
<TD ALIGN=RIGHT>
[<A HREF="<% $RT::WebPath %>/Ticket/Update.html?Action=Respond&DefaultStatus=resolved&id=<%$Ticket->Id%>">Resolve</A>]
</TD>
</TR>
% }
</TABLE>
% }
<& /Elements/TitleBoxEnd &>


<%INIT>
my $userEmail = $session{'CurrentUser'}->EmailAddress;
my $queueCount = 0;
my $Queues = new RT::Queues($session{'CurrentUser'});
$Queues->UnLimit();

my $Tickets = new RT::Tickets ($session{'CurrentUser'});
$Tickets->ClearRestrictions;                                           
$Tickets->LimitOwner(VALUE => "Nobody");
$Tickets->LimitStatus(VALUE => "resolved", OPERATOR => '!=');
$Tickets->LimitStatus(VALUE => "dead", OPERATOR => '!=');

while (my $queue = $Queues->Next) {
		 my $watcherEmails = $queue->Watchers()->EmailsAsString();
     next if $watcherEmails !~ /\b$userEmail/;
     $queueCount++;
     $Tickets->LimitQueue(VALUE => $queue->id);          
}

$Tickets->OrderBy(FIELD => 'Priority', ORDER => 'DESC');
$Tickets->RowsPerPage(25);
</%INIT>

From mis at jdcc.net  Thu Feb  7 22:49:45 2002
From: mis at jdcc.net (Anthony Hardy)
Date: Thu, 07 Feb 2002 21:49:45 -0600
Subject: [rt-users] Problem installing
Message-ID: <3C634AD9.1EDA41A0@jdcc.net>

Apache::Cookie just doesn't want to install . .while i don't know much
about CPAN . i at least can recognize errors.

i've hand downloaded several packages with libapreq in it . .0.31, 0.33
. .all gave me the same error to start . .need several files . httpd.h,
etc.  ok . no problem.  i grabbed the source rpm for my apache distro .
.installed it.  used configure to point to my include dir . .then got
some sort of version conflict . . . read on inet to use libtoolize -f .
.and that then wanted me to run aclocal.

now getting stuck at needing ap_config_auto.h.

i have NO idea how to get this file . .what package it comes in, etc.

any help guys? . this is day three on trying to get all this junk
installed:(

Anthony




From gregs at Intellstat.com  Thu Feb  7 23:10:12 2002
From: gregs at Intellstat.com (Greg Smythe)
Date: Thu, 7 Feb 2002 20:10:12 -0800 
Subject: [rt-users] Problem installing
Message-ID: <41257DB9CD3CD311BE92006008A52B2554FD64@mail.intellstat.com>

I ran into similar problems using a stock RedHat Apache install. Remove the
Apache RPM and compile it fresh according to the docs at
http://fsck.com/rtfm/article.html?id=2




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




-----Original Message-----
From: Anthony Hardy [mailto:mis at jdcc.net] 
Sent: Thursday, February 07, 2002 7:50 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Problem installing


Apache::Cookie just doesn't want to install . .while i don't know much
about CPAN . i at least can recognize errors.

i've hand downloaded several packages with libapreq in it . .0.31, 0.33
. .all gave me the same error to start . .need several files . httpd.h,
etc.  ok . no problem.  i grabbed the source rpm for my apache distro .
.installed it.  used configure to point to my include dir . .then got
some sort of version conflict . . . read on inet to use libtoolize -f .
.and that then wanted me to run aclocal.

now getting stuck at needing ap_config_auto.h.

i have NO idea how to get this file . .what package it comes in, etc.

any help guys? . this is day three on trying to get all this junk
installed:(

Anthony


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



From rob at myinternetplace.net  Fri Feb  8 01:56:27 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Fri, 8 Feb 2002 00:56:27 -0600
Subject: [rt-users] Force installing CPAN module
In-Reply-To: <DC250798D1BCCC47AA4D01D96D2107C8155E6E@dcsjcalpha.cspeed.com>
References: <DC250798D1BCCC47AA4D01D96D2107C8155E6E@dcsjcalpha.cspeed.com>
Message-ID: <200202080056.27210@-kmail-1.3.9>

On Thursday 07 February 2002 20:24, Shannon Pedersen wrote:

> 
> I'm running into problems with the install of Apache::Session and 
> DBD::MySQL 2.0416.  I've combed the archives of messages to this
> list and found a command to force the install of the Apache::Session
> module (perl -MCPAN -e'force install Apache::Session') but that still
> didn't work; the tail end of the error message is:

That's cool.  I didn't know that you could do it on one line like that.  Do 
CPAN like this:

perl -MCPAN -e shell

and then do the command you want to do from an interactive shell.  "install 
Apache::Session" is a command I think that you will like to try.  

Then you will have a ton of extra debugging information to send us.

> Sooooo...sort of at a loss as to how to even debug this one.  I'm not sure
> if I've hosed things up to the point of reinstalling everything.

You aren't at that point.

> I've got a RedHat 7.1 system with MySQL 3.23.36.  When I ran "make testdeps"
> to begin with, I didn't have any of the modules, so I ran "fix testdeps." 
> In doing so, it pretty much rebuilt Perl completely, so that could be my
> issue.

Interesting.  I didn't use "fix testdeps", because debian had all of the 
modules there for me to "apt-get install".  :-)  I take it "make testdeps" 
has much less output now than it did before?

rob



From mis at jdcc.net  Fri Feb  8 02:57:19 2002
From: mis at jdcc.net (Anthony Hardy)
Date: Fri, 08 Feb 2002 01:57:19 -0600
Subject: [rt-users] strange happenings on new install . . templates and user perms not
 functioning?
Message-ID: <3C6384DF.E30FABB9@jdcc.net>

i've just installed 2.0.11 . .fresh.  .clean.  most everything seems ok
. except some rather major portions:(

i've logged in, created a user, doubled checked in mysql to ensure that
the user was created . .encrypted password is present . user is not
disabled and is not priviledged.   however, after creating a queue, i
cannot assign user rights.  (while in the queue area)  group rights i
can assign, but the user rights page has nothing for me to "use" to
assign rights . no lookup feature . no buttons . .basically just some
html saying this is "Modify user rights for queue general" (i'm sticking

to general til i get the feel for this).

   you CAN assign watchers. . ..and group permissions .. but you cant
  assign a user to a group . . so only root has any perms to ANYTHING>

it's like the template is "missing" for these user functions.

you can create a ticket. . . .even via email .. and that seems to work
ok .  .just can't assign permissions


also . templates exist in the db (as command line shows) but not in the
global section (as stated in the docs) or in the general queue (i looked

anyway).  seems like the same issue? . ......cause you CAN create a
template and it shows up in the db . . but when you go back to the
template page . it's NOT there ..so i think the html/perl isn't pulling
something correctly?

i'm using mod_perl 1.26, apache 1.3.23 and mysql 3.23.47

i'm gona look into this more  . .but if anybody knows off the top of
their head . i'd appreciate it.

Anthony








From jonas.loow at aspiro.com  Fri Feb  8 03:32:42 2002
From: jonas.loow at aspiro.com (=?iso-8859-1?B?Sm9uYXMgTPb2dw==?=)
Date: Fri, 8 Feb 2002 09:32:42 +0100
Subject: [rt-users] Problem with sendmail in Version 2.x
Message-ID: <848FF49E578EBA46A511D1BE9CAC99883F5CBC@sesun-mail2.int.aspiro.net>

Hi !!

I have a problem sending email to my RT-system.

I am using latest sendmail in Redhat Linux 7.2

Here is log-file..
Can anyone help me?

Feb  8 08:54:27 server.com smrsh: uid 8: attempt to use rt-mailgate --queue mbo --action correspond
Feb  8 08:54:27 server.com sendmail[10185]: g187sRG10184: to="|/opt/rt2/bin/rt-mailgate --queue mbo --action correspond"
, ctladdr=<mbo at server.com> (8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30033, dsn=5.0.0, stat=
Service unavailable

What can it be?

Best regards
Jonas L??w
Jonas.loow at aspiro.com



From Dave.Ewart at cancer.org.uk  Fri Feb  8 04:11:46 2002
From: Dave.Ewart at cancer.org.uk (Dave Ewart)
Date: Fri, 8 Feb 2002 09:11:46 +0000
Subject: [rt-users] Feature diff RT1 v. RT2 ?
Message-ID: <20020208091146.B4265@nemesis.ox.icnet.uk>

Dear all,

Have searched the archives and couldn't find a straight answer to this,
so apologies if it has been discussed before ...

I have got RT 1.0.7 up-and-running - this was after a failed attempt to
install RT 2.0.11, which needed too many extra (Perl-related)
dependencies that broke critical stuff on the same box.

I am determined to have another go ... but it would be useful to know
exactly what features I am currently missing out on by only using
version 1.0.7.  Would someone be kind enough to summarize the main
features that the 2.x series has that the 1.x series does not have?

Many thanks,

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 bruce_campbell at ripe.net  Fri Feb  8 04:20:57 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 8 Feb 2002 10:20:57 +0100 (CET)
Subject: [rt-users] Problem with sendmail in Version 2.x
In-Reply-To: <848FF49E578EBA46A511D1BE9CAC99883F5CBC@sesun-mail2.int.aspiro.net>
Message-ID: <Pine.LNX.4.44.0202081019290.17272-100000@x22.ripe.net>

On Fri, 8 Feb 2002, [iso-8859-1] Jonas L??w wrote:

> Feb  8 08:54:27 server.com smrsh: uid 8: attempt to use rt-mailgate --queue mbo --action correspond
> Feb  8 08:54:27 server.com sendmail[10185]: g187sRG10184: to="|/opt/rt2/bin/rt-mailgate --queue mbo --action correspond"
> , ctladdr=<mbo at server.com> (8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30033, dsn=5.0.0, stat=
> Service unavailable

Smells like
http://www.fsck.com/rtfm/search.html?LimitContent=smrsh


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




From forrestc at imach.com  Fri Feb  8 04:19:43 2002
From: forrestc at imach.com (Forrest W. Christian)
Date: Fri, 8 Feb 2002 02:19:43 -0700 (MST)
Subject: [rt-users] Feature diff RT1 v. RT2 ?
In-Reply-To: <20020208091146.B4265@nemesis.ox.icnet.uk>
Message-ID: <Pine.BSF.4.21.0202080218130.15063-100000@workhorse.iMach.com>

On Fri, 8 Feb 2002, Dave Ewart wrote:

> I am determined to have another go ... but it would be useful to know
> exactly what features I am currently missing out on by only using
> version 1.0.7.  Would someone be kind enough to summarize the main
> features that the 2.x series has that the 1.x series does not have?

There is really no comparison.

Let me see if I can use an analogy...  "Please describe the difference in
features between the Horse and modern automobiles".

You want RT2.  There are screenshots online.

- Forrest W. Christian (forrestc at imach.com) AC7DE
----------------------------------------------------------------------
The Innovation Machine Ltd.                              P.O. Box 5749
http://www.imach.com/                                Helena, MT  59604
Home of PacketFlux Technogies and BackupDNS.com         (406)-442-6648
----------------------------------------------------------------------
      Protect your personal freedoms - visit http://www.lp.org/




From bill at daze.net  Fri Feb  8 04:38:33 2002
From: bill at daze.net (Bill Gerrard)
Date: Fri, 8 Feb 2002 01:38:33 -0800
Subject: [rt-users] Turning off *all* attachments in RT2
Message-ID: <EJEAKMAPGNGJIGOBABFMIEHODKAA.bill@daze.net>

I thought the following config.pm settings would cause RT2 to drop all
attachments.  It is still saving the attachments and giving me the link to
download the attachment.  Any ideas how to completely turn off attachments?

# $MaxAttachmentSize sets the maximum size (in bytes) of attachments stored
# in the database.

$MaxAttachmentSize = 0;

# $TruncateLongAttachments: if this is set to a non-undef value,
# RT will truncate attachments longer than MaxAttachmentLength.

$TruncateLongAttachments = 1;

# $DropLongAttachments: if this is set to a non-undef value,
# RT will silently drop attachments longer than MaxAttachmentLength.

$DropLongAttachments = 1;

(yes I have *stopped* and then *started* Apache after making the changes)




From Dave.Ewart at cancer.org.uk  Fri Feb  8 05:03:04 2002
From: Dave.Ewart at cancer.org.uk (Dave Ewart)
Date: Fri, 8 Feb 2002 10:03:04 +0000
Subject: [rt-users] Re: Feature diff RT1 v. RT2 ?
In-Reply-To: <Pine.BSF.4.21.0202080218130.15063-100000@workhorse.iMach.com>
References: <20020208091146.B4265@nemesis.ox.icnet.uk> <Pine.BSF.4.21.0202080218130.15063-100000@workhorse.iMach.com>
Message-ID: <20020208100304.A6986@nemesis.ox.icnet.uk>

On Friday, 08.02.2002 at 02:19 -0700, Forrest W. Christian wrote:

> > ...
> >
> > Would someone be kind enough to summarize the main features that the
> > 2.x series has that the 1.x series does not have?
> 
> There is really no comparison.
> 
> Let me see if I can use an analogy...  "Please describe the difference
> in features between the Horse and modern automobiles".
> 
> You want RT2.  There are screenshots online.

A nice analogy ... :-)  I've seen the screenshots and I did like the
look of it and I appreciate that RT1 and RT2 are hugely different.

If you'd care to indulge me, though, can you mention one or two
_specifc_ features which were absent from RT1 which you now feel that
you could not "be without" in RT2?

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 jonas.loow at aspiro.com  Fri Feb  8 05:03:19 2002
From: jonas.loow at aspiro.com (=?iso-8859-1?B?Sm9uYXMgTPb2dw==?=)
Date: Fri, 8 Feb 2002 11:03:19 +0100
Subject: [rt-users] Problem with sendmail in Version 2.x
Message-ID: <848FF49E578EBA46A511D1BE9CAC99883F5CC0@sesun-mail2.int.aspiro.net>

Thank you very much..

That one did't occur to me...

Jonas

-----Original Message-----
From: Bruce Campbell [mailto:bruce_campbell at ripe.net] 
Sent: den 8 februari 2002 10:21
To: Jonas L??w
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Problem with sendmail in Version 2.x


On Fri, 8 Feb 2002, [iso-8859-1] Jonas L??w wrote:

> Feb  8 08:54:27 server.com smrsh: uid 8: attempt to use rt-mailgate 
> --queue mbo --action correspond Feb  8 08:54:27 server.com 
> sendmail[10185]: g187sRG10184: to="|/opt/rt2/bin/rt-mailgate --queue 
> mbo --action correspond" , ctladdr=<mbo at server.com> (8/0), 
> delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30033, dsn=5.0.0, 
> stat= Service unavailable

Smells like http://www.fsck.com/rtfm/search.html?LimitContent=smrsh


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




From forrestc at imach.com  Fri Feb  8 05:11:23 2002
From: forrestc at imach.com (Forrest W. Christian)
Date: Fri, 8 Feb 2002 03:11:23 -0700 (MST)
Subject: [rt-users] Re: Feature diff RT1 v. RT2 ?
In-Reply-To: <20020208100304.A6986@nemesis.ox.icnet.uk>
Message-ID: <Pine.BSF.4.21.0202080309200.16749-100000@workhorse.iMach.com>

On Fri, 8 Feb 2002, Dave Ewart wrote:

> If you'd care to indulge me, though, can you mention one or two
> _specifc_ features which were absent from RT1 which you now feel that
> you could not "be without" in RT2?

I think the main thing that I couldn't live without in RT2 is improved 
email handling.  It handles attachments correctly, and stores the emails
in the database instead of in files in a directory.

Also there is a lot of customization you can do with rt2 as far as what
gets responded to and to who and so on.  It's a pain to set up right, but
when you're done, it works good.

RT2 is much more template oriented, and you can change things quite easily
on pages if you don't quite like them.

- Forrest W. Christian (forrestc at imach.com) AC7DE
----------------------------------------------------------------------
The Innovation Machine Ltd.                              P.O. Box 5749
http://www.imach.com/                                Helena, MT  59604
Home of PacketFlux Technogies and BackupDNS.com         (406)-442-6648
----------------------------------------------------------------------
      Protect your personal freedoms - visit http://www.lp.org/




From bruce_campbell at ripe.net  Fri Feb  8 05:27:48 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 8 Feb 2002 11:27:48 +0100 (CET)
Subject: [rt-users] Feature diff RT1 v. RT2 ?
In-Reply-To: <20020208091146.B4265@nemesis.ox.icnet.uk>
Message-ID: <Pine.LNX.4.44.0202081125030.17272-100000@x22.ripe.net>

On Fri, 8 Feb 2002, Dave Ewart wrote:

> I have got RT 1.0.7 up-and-running - this was after a failed attempt to
> install RT 2.0.11, which needed too many extra (Perl-related)
> dependencies that broke critical stuff on the same box.

To install RT on the same box and to avoid conflicting with other modules
already installed on the box, use a private lib directory,

http://lists.fsck.com/pipermail/rt-users/2001-December/005802.html

The main advantage you've got with RT2 is being able to customise the
behaviour of the system in ways that you didn't think possible.

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





From everling at comnitel.com  Fri Feb  8 05:50:11 2002
From: everling at comnitel.com (Eoin Verling)
Date: 08 Feb 2002 10:50:11 +0000
Subject: [rt-users] mySQL DB create error ...
Message-ID: <1013165411.23842.150.camel@eoinv.comnitel.com>

Hi,

I'm having a problem with installing RT-2.0.11 ... I've all the Perl
Modules installed, apache compiled with mod_perl, etc ... I can get as
far as the RT login page

The problem is with the creation of the DB on mySQL. I've running mySQL
on a Solaris 8 and RT (apache) is running on a Linux box .. bellow is
the error I get after running "make install"

...
Now populating database schema.
Enter the mysql password for rt_user: 
Creating database schema.
DBD::mysql::st execute failed: Colum 'Keyword' is used with UNIQUE or
INDEX but is not defined as NOT NULL at tool/initdb line 166, <SCHEMA>
line 268.
Problem with statement:
 CREATE INDEX KeywordSelects1 ON KeywordSelects (Keyword)

Column 'Keyword' is used with UNIQUE or INDEX but is not defined as NOT
NULL at tools/initdb line 168, <SCHEMA> line 268.
make: *** [initdb.rtuser] Error 255


So, the DB gets created, and the table (at least 1) gets created, when
you look at the mySQL server.

Any ideas?

cheers
E

-- 
                          _
Eoin Verling            _/ \_   5300 Cork Airport Business Park,
SysAdmin               / \_/ \  Kinsale Rd., Cork, Ireland.
Comnitel Technologies  \_/ \_/  Ph: +353 21 7306008
everling at comnitel.com    \_/    Fax: +353 21 7306024




From j.albert at gom.com  Fri Feb  8 07:41:59 2002
From: j.albert at gom.com (Joern Albert)
Date: Fri, 08 Feb 2002 13:41:59 +0100
Subject: [rt-users] Keywords on Queuelisting
References: <5.1.0.14.0.20080111180103.009e8ec0@mail.thecia.ie>
Message-ID: <3C63C797.7FBD06FB@gom.com>

Hello

keyword have become an important part of my RT System, and everybody in
my Compay is asking if there is a way of displaying the keywords (or at
least some) in the queue listings.

I tried to use something like this:

       { Header => $KeywordSelect->Name ,
	 KeywordObj => $KeywordSelect->KeywordObj
	}

but this has no TicketAttribute, and does't work.

Are there any TicketAttributes or Objects that I can use for this?

I know that the listing.html for the search page can select and filter
keywords, so there should be a possibilty. I have no experience with
perl and went through the code, without seeing the right way to
implement it in the queue listing preferences of config.pm.

I read this Mailinglist quite a time, and saw some people asking nearly
the same, but answers are rare and have not been useful.
Is there anybody who has worked on using keywords as I want, or is there
no solution jet?

Joern Albert



From paul at elphin.com  Fri Feb  8 08:09:47 2002
From: paul at elphin.com (Paul Dixon)
Date: Fri, 8 Feb 2002 13:09:47 -0000
Subject: [rt-users] Unknown mailer error 2
In-Reply-To: <E54BC7F64932E745A75482D61AE029F9253935@MAIL2.mazunetworks.com>
Message-ID: <IOEEKFHBIFHNPKJEJGNHMEGDDIAA.paul@elphin.com>

I've done a clean, out-of-the-box install of RT 2.0.11, but I'm getting an
"Unknown mailer error 2" when I send an email to my rt alias.

My maillog contains entries like this:

Feb  8 07:17:52 localhost sendmail[8776]: g18CHpM08775:
to="|/home/rt2/bin/rt-mailgate --queue general --action correspond",
ctladdr=<support at xxxxxxxxxxxx.com> (8/0), delay=00:00:01, xdelay=00:00:00,
mailer=prog, pri=30022, dsn=5.3.0, stat=unknown mailer error 2

Here's a snippet of my aliases file:

  support: "|/home/rt2/bin/rt-mailgate --queue general --action correspond"
  support-comment: "|/home/rt2/bin/rt-mailgate --queue general --action
comment"

My /etc/smrsh contains a suitable symlink

  lrwxrwxrwx 1 root root 25 Feb 8 06:17 rt-mailgate ->
/home/rt2/bin/rt-mailgate

My rt logging directory contains nothing (zero length files)



Any hints or tips on how I can fix or diagnose this problem gratefully
received!


paul at elphin.com






From bruce_campbell at ripe.net  Fri Feb  8 08:52:11 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 8 Feb 2002 14:52:11 +0100 (CET)
Subject: [rt-users] Unknown mailer error 2
In-Reply-To: <IOEEKFHBIFHNPKJEJGNHMEGDDIAA.paul@elphin.com>
Message-ID: <Pine.LNX.4.44.0202081449220.17272-100000@x22.ripe.net>

On Fri, 8 Feb 2002, Paul Dixon wrote:

> Here's a snippet of my aliases file:
>
>   support: "|/home/rt2/bin/rt-mailgate --queue general --action correspond"
>   support-comment: "|/home/rt2/bin/rt-mailgate --queue general --action
> comment"
>
> My /etc/smrsh contains a suitable symlink
>
>   lrwxrwxrwx 1 root root 25 Feb 8 06:17 rt-mailgate ->
> /home/rt2/bin/rt-mailgate

Try invoking "|/etc/smrsh/rt-mailgate (etc)" instead.  You may also find
that rt-mailgate is unable to load some libraries.  A 'perl -c' on
rt-mailgate will show this.

To turn on excessive debugging, change etc/config.pm's $LogToFile to read
'debug'.

Regards,

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




From bruce_campbell at ripe.net  Fri Feb  8 08:54:16 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 8 Feb 2002 14:54:16 +0100 (CET)
Subject: [rt-users] mySQL DB create error ...
In-Reply-To: <1013165411.23842.150.camel@eoinv.comnitel.com>
Message-ID: <Pine.LNX.4.44.0202081453160.17272-100000@x22.ripe.net>

On 8 Feb 2002, Eoin Verling wrote:

> DBD::mysql::st execute failed: Colum 'Keyword' is used with UNIQUE or
> INDEX but is not defined as NOT NULL at tool/initdb line 166, <SCHEMA>
> line 268.
> Problem with statement:
>  CREATE INDEX KeywordSelects1 ON KeywordSelects (Keyword)
>
> Column 'Keyword' is used with UNIQUE or INDEX but is not defined as NOT
> NULL at tools/initdb line 168, <SCHEMA> line 268.
> make: *** [initdb.rtuser] Error 255

The above is a MySQL error message.  Which version of MySQL are you using?

Regards,

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




From Dave.Ewart at cancer.org.uk  Fri Feb  8 09:00:03 2002
From: Dave.Ewart at cancer.org.uk (Dave Ewart)
Date: Fri, 8 Feb 2002 14:00:03 +0000
Subject: [rt-users] Re: Feature diff RT1 v. RT2 ?
In-Reply-To: <Pine.LNX.4.44.0202081125030.17272-100000@x22.ripe.net>
References: <20020208091146.B4265@nemesis.ox.icnet.uk> <Pine.LNX.4.44.0202081125030.17272-100000@x22.ripe.net>
Message-ID: <20020208140003.J6986@nemesis.ox.icnet.uk>

Thanks for your suggestions on this one, guys - much appreciated.  I
will persevere with RT2 ... :-)

Cheers,

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 everling at comnitel.com  Fri Feb  8 09:35:24 2002
From: everling at comnitel.com (Eoin Verling)
Date: 08 Feb 2002 14:35:24 +0000
Subject: [rt-users] mySQL DB create error ...
In-Reply-To: <Pine.LNX.4.44.0202081453160.17272-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0202081453160.17272-100000@x22.ripe.net>
Message-ID: <1013178925.23842.160.camel@eoinv.comnitel.com>

On Fri, 2002-02-08 at 13:54, Bruce Campbell wrote:
> On 8 Feb 2002, Eoin Verling wrote:
> 
> > DBD::mysql::st execute failed: Colum 'Keyword' is used with UNIQUE or
> > INDEX but is not defined as NOT NULL at tool/initdb line 166, <SCHEMA>
> > line 268.
> > Problem with statement:
> >  CREATE INDEX KeywordSelects1 ON KeywordSelects (Keyword)
> >
> > Column 'Keyword' is used with UNIQUE or INDEX but is not defined as NOT
> > NULL at tools/initdb line 168, <SCHEMA> line 268.
> > make: *** [initdb.rtuser] Error 255
> 
> The above is a MySQL error message.  Which version of MySQL are you using?
> 

It's mySQL version 7.11, distribution 3.22.26a, for sparc/solaris.

E

-- 
                          _
Eoin Verling            _/ \_   5300 Cork Airport Business Park,
SysAdmin               / \_/ \  Kinsale Rd., Cork, Ireland.
Comnitel Technologies  \_/ \_/  Ph: +353 21 7306008
everling at comnitel.com    \_/    Fax: +353 21 7306024




From rob at myinternetplace.net  Fri Feb  8 11:22:35 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Fri, 8 Feb 2002 10:22:35 -0600
Subject: [rt-users] Turning off *all* attachments in RT2
In-Reply-To: <EJEAKMAPGNGJIGOBABFMIEHODKAA.bill@daze.net>
References: <EJEAKMAPGNGJIGOBABFMIEHODKAA.bill@daze.net>
Message-ID: <200202081022.35393@-kmail-1.3.9>

On Friday 08 February 2002 03:38, Bill Gerrard wrote:
> I thought the following config.pm settings would cause RT2 to drop all
> attachments.  It is still saving the attachments and giving me the link to
> download the attachment.  Any ideas how to completely turn off attachments?
> 
> # $MaxAttachmentSize sets the maximum size (in bytes) of attachments stored
> # in the database.
> 
> $MaxAttachmentSize = 0;

Is it possible that this value, when set to 0, allows any size to be saved?  
What happens if you set it to 1?

rob




From everling at comnitel.com  Fri Feb  8 11:25:21 2002
From: everling at comnitel.com (Eoin Verling)
Date: 08 Feb 2002 16:25:21 +0000
Subject: [rt-users] mySQL DB create error ... Sorted!!
In-Reply-To: <Pine.LNX.4.44.0202081453160.17272-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0202081453160.17272-100000@x22.ripe.net>
Message-ID: <1013185521.23842.208.camel@eoinv.comnitel.com>

On Fri, 2002-02-08 at 13:54, Bruce Campbell wrote:
> On 8 Feb 2002, Eoin Verling wrote:
> 
> > DBD::mysql::st execute failed: Colum 'Keyword' is used with UNIQUE or
> > INDEX but is not defined as NOT NULL at tool/initdb line 166, <SCHEMA>
> > line 268.
> > Problem with statement:
> >  CREATE INDEX KeywordSelects1 ON KeywordSelects (Keyword)
> >
> > Column 'Keyword' is used with UNIQUE or INDEX but is not defined as NOT
> > NULL at tools/initdb line 168, <SCHEMA> line 268.
> > make: *** [initdb.rtuser] Error 255
> 
> The above is a MySQL error message.  Which version of MySQL are you using?
> 

Hi,

Yes, it was the mySQL version. I upgraded to the latest version and that
error dissappears. I have it up a running now.

thanks for the help

E

-- 
                          _
Eoin Verling            _/ \_   5300 Cork Airport Business Park,
SysAdmin               / \_/ \  Kinsale Rd., Cork, Ireland.
Comnitel Technologies  \_/ \_/  Ph: +353 21 7306008
everling at comnitel.com    \_/    Fax: +353 21 7306024




From alvi at ictp.trieste.it  Fri Feb  8 12:13:22 2002
From: alvi at ictp.trieste.it (Alvise Nobile)
Date: Fri, 8 Feb 2002 18:13:22 +0100 (CET)
Subject: [rt-users] Can a non-privileged user specify keywords/dates?
In-Reply-To: <20020208092235.9945A18A56@pallas.eruditorum.org>
Message-ID: <Pine.LNX.4.21.0202081810210.27986-100000@scs-14.ictp.trieste.it>

We need to authorize our 'normal' (non-privileged) users to create tickets
specifying queue, keywords and due date. They should nevertheless not
authorized to modify the tickets.
It has been pretty easy to modify the SelfService interface to include
the necessary elements, but it appears that keyword and dates are ignored
(without complains nor notification).

Is it possible to improve this situation?

Alvise Nobile,		    Scientific Computing Section
The Abdus Salam International Centre for Theoretical Physics
Address: str. Costiera 11, I-34100 Trieste, Italy
Tel: +39-040-2240-391       Fax: +39-040-224163/224559




From rt2trouble at morben.ca  Fri Feb  8 12:26:31 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Fri, 8 Feb 2002 09:26:31 -0800
Subject: [rt-users] CONTRIB: MyQueues v0.0.2
In-Reply-To: <1013138274.23150.142.camel@labyrinth.wildbrain.com>
References: <1013113796.23150.42.camel@labyrinth.wildbrain.com> <1013138274.23150.142.camel@labyrinth.wildbrain.com>
Message-ID: <200202081724.g18HOf704123@bytebox.pacificcoast.net>

This is great work and I love the ease of this addon! Now it brings up an 
issue we haven't touched on here. What is the difference between watchcc and 
watchasadmincc ? ;)


On February 7, 2002 07:17 pm, you wrote:
> Howdy again!
>
> As Ryan Morben was kind enough to point out, MyQueues was showing all
> queues to anyone who wasn't a watcher on any queue. Further poking at it
> also taught me that I don't know as much about how Queue->IsWatcher() as
> I thought I did. I didn't spot this myself as there aren't any queues
> here I don't watch...more's the pity.
>
> However, an hour of learning enabled me to figure out a hack to solve
> the problem while I go learn more about Queue->IsWatcher(). I've tested
> this one on a couple of people who watch fewer queues than I do, and
> it's working. Really. =]
>
> It also notes in the title of the box how many queues you're watching; I
> toyed with having it be invisible if you watch no queues, but I decided
> that since MyTickets and MyRequests show up even if empty, it made more
> sense to follow that behavior.
>
> Anyway, enjoy!
>
> --j
>
> On Thu, 2002-02-07 at 12:29, Jim Meyer wrote:
> > Howdy!
> >
> > In line with the MyTickets and MyRequests portions of WebRT, here's a
> > MyQueues module which displays the 25 highest priority unclaimed (e.g.
> > owned by Nobody) tickets in all queues that the current user is a
> > watcher on.
> >
> > To use this module:
> >
> > * Copy it into your RT dir under WebRT/html/Elements/MyQueues.pm
> > * Add it to your WebRT/html/index.html:
> >
> >   <TD WIDTH=70%>
> >   <& /Elements/CustomHomepageHeader, %ARGS &>
> >   <& /Elements/MyTickets &>
> >   <BR>
> > + <& /Elements/MyQueues &>
> > + <BR>
> >   <& /Elements/MyRequests &>
> >   </TD>
> >   <TD>
> >
> > And it should just work. =]
> >
> > Enjoy!
> >
> > --j
> > --
> > Jim Meyer, Geek At Large                              purp at wildbrain.com
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users



From rt2trouble at morben.ca  Fri Feb  8 12:44:08 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Fri, 8 Feb 2002 09:44:08 -0800
Subject: [rt-users] CONTRIB: MyQueues v0.0.2
In-Reply-To: <200202081724.g18HOf704123@bytebox.pacificcoast.net>
References: <1013113796.23150.42.camel@labyrinth.wildbrain.com> <1013138274.23150.142.camel@labyrinth.wildbrain.com> <200202081724.g18HOf704123@bytebox.pacificcoast.net>
Message-ID: <200202081742.g18HgI704277@bytebox.pacificcoast.net>

Okay that was uncalled for.. I did this in reverse order.. I posted a reply 
before checking the website:

RT lets you set up Cc and Administrative Cc watchers globally and for each 
queue. (Note that mail isn't sent unless you define Scrips to send it). 
Generally, Cc watchers are folks who get notifications of ticket updates and 
can view the queue (though this, of course, depends on how you configure 
things). Administrative Ccs are usually the folks who have rights to modify 
tickets. Set up folks you want to get Cc or AdminCc mail as watchers for your 
queue in "Configuration"/"Queues"/ / Watchers.

Blah! 

Sorry bout that :)


On February 8, 2002 09:26 am, you wrote:
> This is great work and I love the ease of this addon! Now it brings up an
> issue we haven't touched on here. What is the difference between watchcc
> and watchasadmincc ? ;)
>
> On February 7, 2002 07:17 pm, you wrote:
> > Howdy again!
> >
> > As Ryan Morben was kind enough to point out, MyQueues was showing all
> > queues to anyone who wasn't a watcher on any queue. Further poking at it
> > also taught me that I don't know as much about how Queue->IsWatcher() as
> > I thought I did. I didn't spot this myself as there aren't any queues
> > here I don't watch...more's the pity.
> >
> > However, an hour of learning enabled me to figure out a hack to solve
> > the problem while I go learn more about Queue->IsWatcher(). I've tested
> > this one on a couple of people who watch fewer queues than I do, and
> > it's working. Really. =]
> >
> > It also notes in the title of the box how many queues you're watching; I
> > toyed with having it be invisible if you watch no queues, but I decided
> > that since MyTickets and MyRequests show up even if empty, it made more
> > sense to follow that behavior.
> >
> > Anyway, enjoy!
> >
> > --j
> >
> > On Thu, 2002-02-07 at 12:29, Jim Meyer wrote:
> > > Howdy!
> > >
> > > In line with the MyTickets and MyRequests portions of WebRT, here's a
> > > MyQueues module which displays the 25 highest priority unclaimed (e.g.
> > > owned by Nobody) tickets in all queues that the current user is a
> > > watcher on.
> > >
> > > To use this module:
> > >
> > > * Copy it into your RT dir under WebRT/html/Elements/MyQueues.pm
> > > * Add it to your WebRT/html/index.html:
> > >
> > >   <TD WIDTH=70%>
> > >   <& /Elements/CustomHomepageHeader, %ARGS &>
> > >   <& /Elements/MyTickets &>
> > >   <BR>
> > > + <& /Elements/MyQueues &>
> > > + <BR>
> > >   <& /Elements/MyRequests &>
> > >   </TD>
> > >   <TD>
> > >
> > > And it should just work. =]
> > >
> > > Enjoy!
> > >
> > > --j
> > > --
> > > Jim Meyer, Geek At Large                             
> > > purp at wildbrain.com
> > >
> > >
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.fsck.com
> > > http://lists.fsck.com/mailman/listinfo/rt-users
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From awfief at usg.tufts.edu  Fri Feb  8 12:45:04 2002
From: awfief at usg.tufts.edu (Sheeri Kritzer)
Date: Fri, 08 Feb 2002 12:45:04 -0500 (EST)
Subject: [rt-users] Turning off *all* attachments in RT2
In-Reply-To: <200202081022.35393@-kmail-1.3.9>
Message-ID: <Pine.LNX.4.33.0202081243150.11355-100000@prickpunch.usg.tufts.edu>

Aren't you going to run into major issues here, being that RT2 considers 
text that you send to it (via e-mail or the commandline or web ui) 
attachments?

-- 
Sheeri Kritzer
Systems Administrator
University Systems Group
Tufts University
617-627-3925
sheeri.kritzer at tufts.edu

On Fri, 8 Feb 2002, Rob Walker wrote:

> On Friday 08 February 2002 03:38, Bill Gerrard wrote:
> > I thought the following config.pm settings would cause RT2 to drop all
> > attachments.  It is still saving the attachments and giving me the link to
> > download the attachment.  Any ideas how to completely turn off attachments?
> > 
> > # $MaxAttachmentSize sets the maximum size (in bytes) of attachments stored
> > # in the database.
> > 
> > $MaxAttachmentSize = 0;
> 
> Is it possible that this value, when set to 0, allows any size to be saved?  
> What happens if you set it to 1?
> 
> rob
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 




From admin at support.lctn.k12.mn.us  Thu Feb  7 14:03:31 2002
From: admin at support.lctn.k12.mn.us (Raymond Norton)
Date: Thu, 7 Feb 2002 13:03:31 -0600 (CST)
Subject: [rt-users] adding keywords on ticket creation?
In-Reply-To: <Pine.LNX.4.44.0202072003050.17272-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0202072003050.17272-100000@x22.ripe.net>
Message-ID: <2918.204.220.56.2.1013108611.squirrel@support.lctn.k12.mn.us>


Most users open tickets via email. Presently I have them add the
workstation ID to the subject line, and can usually find it in a search. I
was hoping there would be a way to give it a keyword command, much like
subscribe, and unsubscribe. This would enter all the info on a ticket
without me having to go to the ticket and adding it in later.

I am aware this can be done via the web interface, but I'm guessing only 5-
10% of my tickets are created this way.






> On Thu, 7 Feb 2002, Rob Walker wrote:
>
>> On Thursday 07 February 2002 12:22, Darrin Walton wrote:
>>
>> > It sounds like they do understand keywords, as after they create the
>> > ticket, they are then adding the keywords.  Just explaining to each
>> > user that before they hit 'create', they should clikc on 'Show
>> > Details' and pick the keyword there.
>>
>> Good point, it isn't that difficult.  However, I doubt that the users
>> in this case _really_ want to use RT.  I don't mean that they don't
>> want to use it, but that using RT isn't their jobs, but it is an
>> adjunct to their jobs, hopefully making their jobs more efficient.  I
>> think that the more work we can do automatically for them, the better.
>>  Think of it as the next evolution from typewriter and paper through
>> RT to "mind-reading RT".  :-)
>
> Raymond, your question to rt-users perhaps needs some additional
> information.  RT, as it is, is not capable of automatically assigning a
> keyword based on the contents of the ticket (unless the enhanced
> mailgate is, and someone will pipe up if it can).
>
> Based on the phrasing of the question, I gather that the input to RT is
> formatted in a particular way, eg:
>
> 	Problem: widget broken
> 	Machine: workstation-23
>
> etc.
>
> It would be possible to have RT perform a particular action when it
> 'sees' that input on creation, and thus mark the ticket with a
> particular keyword, based on patterns in the input, thus doing what you
> want.
>
> If you describe the problem in more detail, a solution might be found.
> If you throw money at Jesse, a solution will be found ;)
>
> Regards,
>
> --
>                             Bruce Campbell
>                             RIPE
>                   Systems/Network Engineer
>                   NCC
>                 www.ripe.net - PGP562C8B1B
>                 Operations


-- 
Raymond Norton
Little Crow Telemedia Network
320-234-0270





From wkelleher at aaservicesltd.com  Fri Feb  8 13:07:49 2002
From: wkelleher at aaservicesltd.com (wkelleher at aaservicesltd.com)
Date: Fri, 8 Feb 2002 13:07:49 -0500 
Subject: [rt-users] fdsgsdfgfsdgdfssgfds
Message-ID: <21C536E9D898D211BB8300A02413392723F242@AA_TAX>


               "Wondering what it all means"
			Patrick Warn




From spedersen at cspeed.com  Fri Feb  8 13:35:03 2002
From: spedersen at cspeed.com (Shannon Pedersen)
Date: Fri, 8 Feb 2002 10:35:03 -0800
Subject: [rt-users] Force installing CPAN module - Version problem??
Message-ID: <DC250798D1BCCC47AA4D01D96D2107C82E3973@dcsjcalpha.cspeed.com>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020208/8c00df9f/attachment.htm>

From rt2trouble at morben.ca  Fri Feb  8 14:12:56 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Fri, 8 Feb 2002 11:12:56 -0800
Subject: [rt-users] Priority based on keywords?
Message-ID: <200202081911.g18JB6804467@bytebox.pacificcoast.net>

I swear this was just discussed but I cannot find the thread in any of my 
searches..

I don't want to confuse two different features. I want priority assigned or 
added to tickets based on criteria like who the requester is and the contents 
of the request. I could just use a procmail filter to dump urgent mail into 
an "urgent" queue, but that's going to require another Queue and will be a 
bit of a mess. 

Anyone have experience or insight into this?

Thanks!



From jblaine at linus.mitre.org  Fri Feb  8 14:24:12 2002
From: jblaine at linus.mitre.org (Jeff Blaine)
Date: Fri, 8 Feb 2002 14:24:12 -0500 (EST)
Subject: [rt-users] CorrespondAddress
Message-ID: <Pine.GSO.4.21.0202081420270.5583-100000@linus.mitre.org>

It's not clear to me from reading the comments in config.pm what this
needs to be set to.

    #$MailAlias is a generic alias to send mail to for any request
    #already in a queue.

Um, what?  Where's $MailAlias?  I don't see it with a default value
anywhere.

    #RT is designed such that any mail which already has a ticket-id associated
    #with it will get to the right place automatically.

Okay...

    #This is the default address that will be listed in

This is?  What is...  $MailAlias, $CorrespondAddress, or $CommentAddress ?

    #From: and Reply-To: headers of mail tracked by RT unless overridden
    #by a queue specific address

    $CorrespondAddress='RT::CorrespondAddress.not.set';

No information about $CommentAddress?

    $CommentAddress='RT::CommentAddress.not.set';

Any help would be good.  I'm _assuming_ that I want help at foo.com there.




From rich+rt at lafferty.ca  Fri Feb  8 14:28:30 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Fri, 8 Feb 2002 14:28:30 -0500
Subject: [rt-users] CorrespondAddress
In-Reply-To: <Pine.GSO.4.21.0202081420270.5583-100000@linus.mitre.org>; from jblaine@linus.mitre.org on Fri, Feb 08, 2002 at 02:24:12PM -0500
References: <Pine.GSO.4.21.0202081420270.5583-100000@linus.mitre.org>
Message-ID: <20020208142830.E2436@lafferty.ca>

On Fri, Feb 08, 2002 at 02:24:12PM -0500, Jeff Blaine (jblaine at linus.mitre.org) wrote:
> It's not clear to me from reading the comments in config.pm what this
> needs to be set to.
> 
>     #$MailAlias is a generic alias to send mail to for any request
>     #already in a queue.

That should read

# RT is designed such that any mail which already has a ticket-id associated
# with it will get to the right place automatically.
#
# $CorrespondAddress and $CommentAddress are the default addresses
# that will be listed in From: and Reply-To: headers of correspondence
# and comment mail tracked by RT, unless overridden by a queue-specific
# address.

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 seph at commerceflow.com  Fri Feb  8 14:37:10 2002
From: seph at commerceflow.com (seph)
Date: 08 Feb 2002 11:37:10 -0800
Subject: [rt-users] strange happenings on new install . . templates and user perms not functioning?
In-Reply-To: Anthony Hardy's message of "Fri, 08 Feb 2002 01:57:19 -0600"
References: <3C6384DF.E30FABB9@jdcc.net>
Message-ID: <6y3d0bix3t.fsf@seph.commerceflow.com>

Anthony Hardy <mis at jdcc.net> writes:

> i've logged in, created a user, doubled checked in mysql to ensure that
> the user was created . .encrypted password is present . user is not
> disabled and is not priviledged.   however, after creating a queue, i
> cannot assign user rights.  

this behavior is correct, and exactly as documented.
see http://www.fsck.com/rtfm/article.html?id=4#27
in the administration guide.

a user must be privledged if you want to assign them rights.

seph



From mis at jdcc.net  Fri Feb  8 15:06:02 2002
From: mis at jdcc.net (Anthony Hardy)
Date: Fri, 08 Feb 2002 14:06:02 -0600
Subject: [rt-users] strange happenings on new install . . templates and user 
 perms not functioning?
References: <3C6384DF.E30FABB9@jdcc.net> <6y3d0bix3t.fsf@seph.commerceflow.com>
Message-ID: <3C642FAA.D802E61E@jdcc.net>

Gotcha.  I DID check "Let this user be granted rights" when creating user.
Apparently the priviledged mark didn't make it?

any idea on why the templates aren't showing up under Global even tho they
are in the database?

Thanks for your response,

Anthony

seph wrote:

> Anthony Hardy <mis at jdcc.net> writes:
>
> > i've logged in, created a user, doubled checked in mysql to ensure that
> > the user was created . .encrypted password is present . user is not
> > disabled and is not priviledged.   however, after creating a queue, i
> > cannot assign user rights.
>
> this behavior is correct, and exactly as documented.
> see http://www.fsck.com/rtfm/article.html?id=4#27
> in the administration guide.
>
> a user must be privledged if you want to assign them rights.
>
> seph




From bill at daze.net  Fri Feb  8 15:03:44 2002
From: bill at daze.net (bill at daze.net)
Date: Fri, 8 Feb 2002 12:03:44 -0800 (PST)
Subject: [rt-users] Turning off *all* attachments in RT2
In-Reply-To: <Pine.LNX.4.33.0202081243150.11355-100000@prickpunch.usg.tufts.edu>
Message-ID: <Pine.BSI.4.20.0202081151010.17863-100000@force.daze.net>

Well, so far it looks like you can not turn off attachments in RT2.  I
guess I'm going to have to implement our modified stripmime routine from
RT1 on our RT2 installation.

Yes RT2 treats everything as attachments, including the regular old
message plain text.  

It appears that MaxAttachmentSize of 0 means unlimited.  I changed it to 1
and started getting 1 byte message text and 1 byte attachments when
TruncateLongAttachments was defined.  If I undef TruncateLongAttachments
and define DropLongAttachments then the messages end up completely empty.

TruncateLongAttachments has precedence over DropLongAttachments.

In case anyone is wondering our policy is plain text messages only to our
ticketing systems.  No HTML pages, no word docs, no screen shots, etc.

This has turned out to be a good thing as well since we have some
employees who feel they need to view every single attachment they receive
no matter how many times we warn them about virii or worms in attachments.

I could hide the attachments link, however the attachments still get
saved to the database.

Thanks for your kind advice in helping figure this out...





From jblaine at linus.mitre.org  Fri Feb  8 15:45:49 2002
From: jblaine at linus.mitre.org (Jeff Blaine)
Date: Fri, 8 Feb 2002 15:45:49 -0500 (EST)
Subject: [rt-users] What "Config" button? (new install)
Message-ID: <Pine.GSO.4.21.0202081540470.5583-100000@linus.mitre.org>

Okay, I've _FINALLY_ got this running to the point where Apache runs and
I can see the "front" RT page.  WHEW.

The Installation Guide states:

    Create your users 

    In its default configuration, RT uses an internal users database to
    keep track of who can access RT and who has what rights within the system. 

    One of your first tasks should be to create users for anyone who will
    need to work with tickets within RT. 

    With the web interface, click on "Config" then "Users" then "Add new
    user". When creating new users, be sure to fill in: 

I see no 'Config' to click.  I see "Username:" and "Password:"

So I returned to the source code README:

    THE CLI
    -------
            Binaries for the CLI are located in rt/bin
            You've got:

                    "rt" (manipulate or display requests)
                    "rtadmin" (modify queues, users and acls)

            Both of these programs take --help as an option.

So I try rtadmin:

    % ./rtadmin --help
    No RT user found. Please consult your RT administrator.

Here's what rtadmin reports with 3 new lines of debugging code:

    % ./rtadmin --help
    CLI.pm GetCurrentUser() GECOS: jblaine
    CLI.pm GetCurrentUser() ID: RT::CurrentUser=HASH(0x4c99d8)->Id
    Back in rtadmin ID: RT::CurrentUser=HASH(0x4c99d8)
    No RT user found. Please consult your RT administrator.

Could someone please tell me how to take this next configuration step?




From gwarnagiris at babcockbrown.com  Fri Feb  8 16:06:07 2002
From: gwarnagiris at babcockbrown.com (George Warnagiris)
Date: Fri, 8 Feb 2002 16:06:07 -0500 
Subject: [rt-users] What "Config" button? (new install)
Message-ID: <D2C244AC3888D511AB120008C7864703012DA33D@soho.ny.babcockbrown.com>

Jeff,

Try logging in to the web interface as root using the password you supplied
during the initial configuration.

George

-----Original Message-----
From:	Jeff Blaine [mailto:jblaine at linus.mitre.org]
Sent:	Friday, February 08, 2002 3:46 PM
To:	rt-users at lists.fsck.com
Subject:	[rt-users] What "Config" button? (new install)

Okay, I've _FINALLY_ got this running to the point where Apache runs and
I can see the "front" RT page.  WHEW.

The Installation Guide states:

    Create your users 

    In its default configuration, RT uses an internal users database to
    keep track of who can access RT and who has what rights within the
system. 

    One of your first tasks should be to create users for anyone who will
    need to work with tickets within RT. 

    With the web interface, click on "Config" then "Users" then "Add new
    user". When creating new users, be sure to fill in: 

I see no 'Config' to click.  I see "Username:" and "Password:"

So I returned to the source code README:

    THE CLI
    -------
            Binaries for the CLI are located in rt/bin
            You've got:

                    "rt" (manipulate or display requests)
                    "rtadmin" (modify queues, users and acls)

            Both of these programs take --help as an option.

So I try rtadmin:

    % ./rtadmin --help
    No RT user found. Please consult your RT administrator.

Here's what rtadmin reports with 3 new lines of debugging code:

    % ./rtadmin --help
    CLI.pm GetCurrentUser() GECOS: jblaine
    CLI.pm GetCurrentUser() ID: RT::CurrentUser=HASH(0x4c99d8)->Id
    Back in rtadmin ID: RT::CurrentUser=HASH(0x4c99d8)
    No RT user found. Please consult your RT administrator.

Could someone please tell me how to take this next configuration step?


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



This email message may contain information that is confidential and
proprietary to Babcock & Brown or a third party.  If you are not the
intended recipient, please contact the sender and destroy the original and
any copies of the original message.  Babcock & Brown takes measures to
protect the content of its communications.  However, Babcock & Brown cannot
guarantee that email messages will not be intercepted by third parties or
that email messages will be free of errors or viruses.



From jblaine at linus.mitre.org  Fri Feb  8 16:09:50 2002
From: jblaine at linus.mitre.org (Jeff Blaine)
Date: Fri, 8 Feb 2002 16:09:50 -0500 (EST)
Subject: [rt-users] What "Config" button? (new install)
In-Reply-To: <D2C244AC3888D511AB120008C7864703012DA33D@soho.ny.babcockbrown.com>
Message-ID: <Pine.GSO.4.21.0202081607000.5583-100000@linus.mitre.org>

George, thanks for the reply on this Friday afternoon.

I must have missed that step, but...

% ./rtadmin --user root --password=SOMEPASSWORD
Couldn't load from the users database.
Can't call method "fetchrow" on an undefined value at /afs/rcf/apps/RT/sun4x_57/support/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 355.
%

Looks like after 14 hours I'm not quite anywhere near a working RT install
and have a new problem to track down.

Anyone have any idea what this one means?

On Fri, 8 Feb 2002, George Warnagiris wrote:
> Try logging in to the web interface as root using the password you supplied
> during the initial configuration.
> 
> George
> 
> -----Original Message-----
> From:	Jeff Blaine [mailto:jblaine at linus.mitre.org]
> Sent:	Friday, February 08, 2002 3:46 PM
> To:	rt-users at lists.fsck.com
> Subject:	[rt-users] What "Config" button? (new install)
> 
> Okay, I've _FINALLY_ got this running to the point where Apache runs and
> I can see the "front" RT page.  WHEW.
> 
> The Installation Guide states:
> 
>     Create your users 
> 
>     In its default configuration, RT uses an internal users database to
>     keep track of who can access RT and who has what rights within the
> system. 
> 
>     One of your first tasks should be to create users for anyone who will
>     need to work with tickets within RT. 
> 
>     With the web interface, click on "Config" then "Users" then "Add new
>     user". When creating new users, be sure to fill in: 
> 
> I see no 'Config' to click.  I see "Username:" and "Password:"
> 
> So I returned to the source code README:
> 
>     THE CLI
>     -------
>             Binaries for the CLI are located in rt/bin
>             You've got:
> 
>                     "rt" (manipulate or display requests)
>                     "rtadmin" (modify queues, users and acls)
> 
>             Both of these programs take --help as an option.
> 
> So I try rtadmin:
> 
>     % ./rtadmin --help
>     No RT user found. Please consult your RT administrator.
> 
> Here's what rtadmin reports with 3 new lines of debugging code:
> 
>     % ./rtadmin --help
>     CLI.pm GetCurrentUser() GECOS: jblaine
>     CLI.pm GetCurrentUser() ID: RT::CurrentUser=HASH(0x4c99d8)->Id
>     Back in rtadmin ID: RT::CurrentUser=HASH(0x4c99d8)
>     No RT user found. Please consult your RT administrator.
> 
> Could someone please tell me how to take this next configuration step?
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> 
> 
> This email message may contain information that is confidential and
> proprietary to Babcock & Brown or a third party.  If you are not the
> intended recipient, please contact the sender and destroy the original and
> any copies of the original message.  Babcock & Brown takes measures to
> protect the content of its communications.  However, Babcock & Brown cannot
> guarantee that email messages will not be intercepted by third parties or
> that email messages will be free of errors or viruses.
> 




From KFerguso at chi.navtech.com  Fri Feb  8 16:18:32 2002
From: KFerguso at chi.navtech.com (Ferguson, Kevin)
Date: Fri, 8 Feb 2002 15:18:32 -0600 
Subject: [rt-users] What "Config" button? (new install)
Message-ID: <91468650040FD411A51100104B63E23102E280D8@postman.chi.navtech.com>

Jeff,

On a fresh install, there is just one user, root.  By default,
the RT root user has no password.  The install guide say, in big, bold
letters, that this should be changed and gives an example using
rtadmin.

So, your first login should be with the root user and whatever 
password you set.  Once you login, you will see a link entitled
"Configuration".  This is the config button your referred to.

From KFerguso at chi.navtech.com  Fri Feb  8 16:22:27 2002
From: KFerguso at chi.navtech.com (Ferguson, Kevin)
Date: Fri, 8 Feb 2002 15:22:27 -0600 
Subject: [rt-users] What "Config" button? (new install)
Message-ID: <91468650040FD411A51100104B63E23102E280D9@postman.chi.navtech.com>

Jeff,

You forgot the '=' between the --user switch and its value.

-kevin


> -----Original Message-----
> From: Jeff Blaine [mailto:jblaine at linus.mitre.org]
> Sent: Friday, February 08, 2002 3:10 PM
> To: George Warnagiris
> Cc: rt-users at lists.fsck.com
> Subject: RE: [rt-users] What "Config" button? (new install)
> 
> 
> George, thanks for the reply on this Friday afternoon.
> 
> I must have missed that step, but...
> 
> % ./rtadmin --user root --password=SOMEPASSWORD
> Couldn't load from the users database.
> Can't call method "fetchrow" on an undefined value at 
> /afs/rcf/apps/RT/sun4x_57/support/lib/perl5/site_perl/5.6.1/DB
> Ix/SearchBuilder/Handle.pm line 355.
> %
> 
> Looks like after 14 hours I'm not quite anywhere near a 
> working RT install
> and have a new problem to track down.
> 
> Anyone have any idea what this one means?
> 
> On Fri, 8 Feb 2002, George Warnagiris wrote:
> > Try logging in to the web interface as root using the 
> password you supplied
> > during the initial configuration.
> > 
> > George
> > 
> > -----Original Message-----
> > From:	Jeff Blaine [mailto:jblaine at linus.mitre.org]
> > Sent:	Friday, February 08, 2002 3:46 PM
> > To:	rt-users at lists.fsck.com
> > Subject:	[rt-users] What "Config" button? (new install)
> > 
> > Okay, I've _FINALLY_ got this running to the point where 
> Apache runs and
> > I can see the "front" RT page.  WHEW.
> > 
> > The Installation Guide states:
> > 
> >     Create your users 
> > 
> >     In its default configuration, RT uses an internal users 
> database to
> >     keep track of who can access RT and who has what rights 
> within the
> > system. 
> > 
> >     One of your first tasks should be to create users for 
> anyone who will
> >     need to work with tickets within RT. 
> > 
> >     With the web interface, click on "Config" then "Users" 
> then "Add new
> >     user". When creating new users, be sure to fill in: 
> > 
> > I see no 'Config' to click.  I see "Username:" and "Password:"
> > 
> > So I returned to the source code README:
> > 
> >     THE CLI
> >     -------
> >             Binaries for the CLI are located in rt/bin
> >             You've got:
> > 
> >                     "rt" (manipulate or display requests)
> >                     "rtadmin" (modify queues, users and acls)
> > 
> >             Both of these programs take --help as an option.
> > 
> > So I try rtadmin:
> > 
> >     % ./rtadmin --help
> >     No RT user found. Please consult your RT administrator.
> > 
> > Here's what rtadmin reports with 3 new lines of debugging code:
> > 
> >     % ./rtadmin --help
> >     CLI.pm GetCurrentUser() GECOS: jblaine
> >     CLI.pm GetCurrentUser() ID: RT::CurrentUser=HASH(0x4c99d8)->Id
> >     Back in rtadmin ID: RT::CurrentUser=HASH(0x4c99d8)
> >     No RT user found. Please consult your RT administrator.
> > 
> > Could someone please tell me how to take this next 
> configuration step?
> > 
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> > 
> > 
> > This email message may contain information that is confidential and
> > proprietary to Babcock & Brown or a third party.  If you are not the
> > intended recipient, please contact the sender and destroy 
> the original and
> > any copies of the original message.  Babcock & Brown takes 
> measures to
> > protect the content of its communications.  However, 
> Babcock & Brown cannot
> > guarantee that email messages will not be intercepted by 
> third parties or
> > that email messages will be free of errors or viruses.
> > 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 



From jblaine at linus.mitre.org  Fri Feb  8 16:24:48 2002
From: jblaine at linus.mitre.org (Jeff Blaine)
Date: Fri, 8 Feb 2002 16:24:48 -0500 (EST)
Subject: [rt-users] What "Config" button? (new install)
In-Reply-To: <91468650040FD411A51100104B63E23102E280D9@postman.chi.navtech.com>
Message-ID: <Pine.GSO.4.21.0202081623330.5583-100000@linus.mitre.org>

> You forgot the '=' between the --user switch and its value.

I get the same thing with the '=' in the right spot (*blush*)

% ../../2.0.11/bin/rtadmin --user=root --password=SOMEPASSWORD
Couldn't load from the users database.
Can't call method "fetchrow" on an undefined value at /afs/rcf/apps/RT/sun4x_57/support/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 355.

> > -----Original Message-----
> > From: Jeff Blaine [mailto:jblaine at linus.mitre.org]
> > Sent: Friday, February 08, 2002 3:10 PM
> > To: George Warnagiris
> > Cc: rt-users at lists.fsck.com
> > Subject: RE: [rt-users] What "Config" button? (new install)
> > 
> > 
> > George, thanks for the reply on this Friday afternoon.
> > 
> > I must have missed that step, but...
> > 
> > % ./rtadmin --user root --password=SOMEPASSWORD
> > Couldn't load from the users database.
> > Can't call method "fetchrow" on an undefined value at 
> > /afs/rcf/apps/RT/sun4x_57/support/lib/perl5/site_perl/5.6.1/DB
> > Ix/SearchBuilder/Handle.pm line 355.
> > %
> > 
> > Looks like after 14 hours I'm not quite anywhere near a 
> > working RT install
> > and have a new problem to track down.
> > 
> > Anyone have any idea what this one means?
> > 
> > On Fri, 8 Feb 2002, George Warnagiris wrote:
> > > Try logging in to the web interface as root using the 
> > password you supplied
> > > during the initial configuration.
> > > 
> > > George
> > > 
> > > -----Original Message-----
> > > From:	Jeff Blaine [mailto:jblaine at linus.mitre.org]
> > > Sent:	Friday, February 08, 2002 3:46 PM
> > > To:	rt-users at lists.fsck.com
> > > Subject:	[rt-users] What "Config" button? (new install)
> > > 
> > > Okay, I've _FINALLY_ got this running to the point where 
> > Apache runs and
> > > I can see the "front" RT page.  WHEW.
> > > 
> > > The Installation Guide states:
> > > 
> > >     Create your users 
> > > 
> > >     In its default configuration, RT uses an internal users 
> > database to
> > >     keep track of who can access RT and who has what rights 
> > within the
> > > system. 
> > > 
> > >     One of your first tasks should be to create users for 
> > anyone who will
> > >     need to work with tickets within RT. 
> > > 
> > >     With the web interface, click on "Config" then "Users" 
> > then "Add new
> > >     user". When creating new users, be sure to fill in: 
> > > 
> > > I see no 'Config' to click.  I see "Username:" and "Password:"
> > > 
> > > So I returned to the source code README:
> > > 
> > >     THE CLI
> > >     -------
> > >             Binaries for the CLI are located in rt/bin
> > >             You've got:
> > > 
> > >                     "rt" (manipulate or display requests)
> > >                     "rtadmin" (modify queues, users and acls)
> > > 
> > >             Both of these programs take --help as an option.
> > > 
> > > So I try rtadmin:
> > > 
> > >     % ./rtadmin --help
> > >     No RT user found. Please consult your RT administrator.
> > > 
> > > Here's what rtadmin reports with 3 new lines of debugging code:
> > > 
> > >     % ./rtadmin --help
> > >     CLI.pm GetCurrentUser() GECOS: jblaine
> > >     CLI.pm GetCurrentUser() ID: RT::CurrentUser=HASH(0x4c99d8)->Id
> > >     Back in rtadmin ID: RT::CurrentUser=HASH(0x4c99d8)
> > >     No RT user found. Please consult your RT administrator.
> > > 
> > > Could someone please tell me how to take this next 
> > configuration step?
> > > 
> > > 
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.fsck.com
> > > http://lists.fsck.com/mailman/listinfo/rt-users
> > > 
> > > 
> > > 
> > > This email message may contain information that is confidential and
> > > proprietary to Babcock & Brown or a third party.  If you are not the
> > > intended recipient, please contact the sender and destroy 
> > the original and
> > > any copies of the original message.  Babcock & Brown takes 
> > measures to
> > > protect the content of its communications.  However, 
> > Babcock & Brown cannot
> > > guarantee that email messages will not be intercepted by 
> > third parties or
> > > that email messages will be free of errors or viruses.
> > > 
> > 
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> 




From jblaine at linus.mitre.org  Fri Feb  8 16:29:33 2002
From: jblaine at linus.mitre.org (Jeff Blaine)
Date: Fri, 8 Feb 2002 16:29:33 -0500 (EST)
Subject: [rt-users] What "Config" button? (new install)
Message-ID: <Pine.GSO.4.21.0202081626390.5583-100000@linus.mitre.org>

If I put 2 debug lines in Handle.pm as such:

    my $sth = $self->SimpleQuery($query, @bind_values); # NOT MY LINE
    print "STH: $sth\n"; # MINE
    print "QUERY: $query\n\n"; # MINE

You can see that the 2nd $sth is broken/dead/empty

Bleah... no idea how to debug this.

=============================================================================
STH: DBI::st=HASH(0x4cb8a0)
QUERY: SELECT COUNT(ACL.id) FROM ACL, Groups WHERE  ((RightScope = 'System')) AND ((RightName = 'AdminUsers')) AND (((Groups.Name = 'Everyone') AND
                                       (PrincipalType = 'Group') AND
                                       (Groups.Id = PrincipalId)))

STH:
QUERY: SELECT COUNT(ACL.id) FROM ACL, GroupMembers, Groups WHERE  (((((RightScope = 'System')) AND ((RightName = 'AdminUsers'))) 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 = ))))
Can't call method "fetchrow" on an undefined value at /afs/rcf/apps/RT/sun4x_57/support/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 357.





From grant at pico.apple.com  Fri Feb  8 16:26:40 2002
From: grant at pico.apple.com (Grant Miller)
Date: Fri, 8 Feb 2002 13:26:40 -0800
Subject: [rt-users] Merging RT Databases
Message-ID: <20020208132640.I18602@pico.apple.com>


Has anyone had success with merging two RT 1 (we're running 1.0.7) databases
(on MySQL) and importing them into RT 2.0.11?

Thanks in advance.


-- 

-Grant Miller    grant at pico.apple.com     

 Unix Systems Admin, Engineering Compute Services, Apple Computer




From seph at commerceflow.com  Fri Feb  8 16:43:39 2002
From: seph at commerceflow.com (seph)
Date: 08 Feb 2002 13:43:39 -0800
Subject: [rt-users] What "Config" button? (new install)
In-Reply-To: "Ferguson, Kevin"'s message of "Fri, 8 Feb 2002 15:18:32 -0600"
References: <91468650040FD411A51100104B63E23102E280D8@postman.chi.navtech.com>
Message-ID: <6ylme3hcok.fsf@seph.commerceflow.com>

 Jeff Blaine [mailto:jblaine at linus.mitre.org] writes:

> Could someone please tell me how to take this next configuration step?

This is detailed in the Installation guide
(http://www.fsck.com/rtfm/article.html?id=2) in the post-installation
configuration. specificly, you want the first entry, as described in:
http://www.fsck.com/rtfm/factoid.html?id=9

of course, if you're having command line troubles, you should be able
to use the default password (see below) with the web interface.


 "Ferguson, Kevin" <KFerguso at chi.navtech.com> writes:

> On a fresh install, there is just one user, root.  By default,
> the RT root user has no password.  The install guide say, in big, bold
> letters, that this should be changed and gives an example using
> rtadmin.

uh, no. root's default password is "password" (no quotes)
see also http://www.fsck.com/rtfm/factoid.html?id=9

seph



From jblaine at linus.mitre.org  Fri Feb  8 17:02:13 2002
From: jblaine at linus.mitre.org (Jeff Blaine)
Date: Fri, 8 Feb 2002 17:02:13 -0500 (EST)
Subject: [rt-users] What "Config" button? (new install)
In-Reply-To: <6ylme3hcok.fsf@seph.commerceflow.com>
Message-ID: <Pine.GSO.4.21.0202081701010.5583-100000@linus.mitre.org>

> of course, if you're having command line troubles, you should be able
> to use the default password (see below) with the web interface.

Indeed, the web interface is all I can get to work (now).  Thanks for
the correction.  I thought I was losing my mind (well, I am, but).

>  "Ferguson, Kevin" <KFerguso at chi.navtech.com> writes:
> 
> > On a fresh install, there is just one user, root.  By default,
> > the RT root user has no password.  The install guide say, in big, bold
> > letters, that this should be changed and gives an example using
> > rtadmin.
> 
> uh, no. root's default password is "password" (no quotes)
> see also http://www.fsck.com/rtfm/factoid.html?id=9
> 
> seph
> 




From seph at commerceflow.com  Fri Feb  8 17:06:05 2002
From: seph at commerceflow.com (seph)
Date: 08 Feb 2002 14:06:05 -0800
Subject: [rt-users] What "Config" button? (new install)
In-Reply-To: Jeff Blaine's message of "Fri, 8 Feb 2002 16:29:33 -0500 (EST)"
References: <Pine.GSO.4.21.0202081626390.5583-100000@linus.mitre.org>
Message-ID: <6yheorhbn6.fsf@seph.commerceflow.com>

it really sounds like the perl DBI module didn't get correctly
installed. what does "make testdeps" in the source tree say?
alternitively, does the command "perl -e 'use DBI 1.18;'" produce an
error? (no output is correct from the perl command)

seph

Jeff Blaine <jblaine at linus.mitre.org> writes:

> If I put 2 debug lines in Handle.pm as such:
> 
>     my $sth = $self->SimpleQuery($query, @bind_values); # NOT MY LINE
>     print "STH: $sth\n"; # MINE
>     print "QUERY: $query\n\n"; # MINE
> 
> You can see that the 2nd $sth is broken/dead/empty
> 
> Bleah... no idea how to debug this.
> 
> =============================================================================
> STH: DBI::st=HASH(0x4cb8a0)
> QUERY: SELECT COUNT(ACL.id) FROM ACL, Groups WHERE  ((RightScope = 'System')) AND ((RightName = 'AdminUsers')) AND (((Groups.Name = 'Everyone') AND
>                                        (PrincipalType = 'Group') AND
>                                        (Groups.Id = PrincipalId)))
> 
> STH:
> QUERY: SELECT COUNT(ACL.id) FROM ACL, GroupMembers, Groups WHERE  (((((RightScope = 'System')) AND ((RightName = 'AdminUsers'))) 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 = ))))
> Can't call method "fetchrow" on an undefined value at /afs/rcf/apps/RT/sun4x_57/support/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 357.
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From jblaine at linus.mitre.org  Fri Feb  8 17:15:24 2002
From: jblaine at linus.mitre.org (Jeff Blaine)
Date: Fri, 8 Feb 2002 17:15:24 -0500 (EST)
Subject: [rt-users] What "Config" button? (new install)
In-Reply-To: <6yheorhbn6.fsf@seph.commerceflow.com>
Message-ID: <Pine.GSO.4.21.0202081714230.5583-100000@linus.mitre.org>

All tests pass (I spent all day doing it... I assure you I'm positive :)

% perl -e 'use DBI 1.18;'
%

> it really sounds like the perl DBI module didn't get correctly
> installed. what does "make testdeps" in the source tree say?
> alternitively, does the command "perl -e 'use DBI 1.18;'" produce an
> error? (no output is correct from the perl command)
> 
> seph
> 
> Jeff Blaine <jblaine at linus.mitre.org> writes:
> 
> > If I put 2 debug lines in Handle.pm as such:
> > 
> >     my $sth = $self->SimpleQuery($query, @bind_values); # NOT MY LINE
> >     print "STH: $sth\n"; # MINE
> >     print "QUERY: $query\n\n"; # MINE
> > 
> > You can see that the 2nd $sth is broken/dead/empty
> > 
> > Bleah... no idea how to debug this.
> > 
> > =============================================================================
> > STH: DBI::st=HASH(0x4cb8a0)
> > QUERY: SELECT COUNT(ACL.id) FROM ACL, Groups WHERE  ((RightScope = 'System')) AND ((RightName = 'AdminUsers')) AND (((Groups.Name = 'Everyone') AND
> >                                        (PrincipalType = 'Group') AND
> >                                        (Groups.Id = PrincipalId)))
> > 
> > STH:
> > QUERY: SELECT COUNT(ACL.id) FROM ACL, GroupMembers, Groups WHERE  (((((RightScope = 'System')) AND ((RightName = 'AdminUsers'))) 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 = ))))
> > Can't call method "fetchrow" on an undefined value at /afs/rcf/apps/RT/sun4x_57/support/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 357.
> > 
> > 
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> 




From seph at commerceflow.com  Fri Feb  8 17:32:41 2002
From: seph at commerceflow.com (seph)
Date: 08 Feb 2002 14:32:41 -0800
Subject: [rt-users] What "Config" button? (new install)
In-Reply-To: Jeff Blaine's message of "Fri, 8 Feb 2002 17:15:24 -0500 (EST)"
References: <Pine.GSO.4.21.0202081714230.5583-100000@linus.mitre.org>
Message-ID: <6y8za3haeu.fsf@seph.commerceflow.com>

hum, another shot in the dark... is the client still setguid? if it's
not you'll get all sorts of weird connection errors.

seph

jesse at FS -jesse   I wonder if his cli lost setgidness  --Computer! Tak...  5:29


Jeff Blaine <jblaine at linus.mitre.org> writes:

> All tests pass (I spent all day doing it... I assure you I'm positive :)
> 
> % perl -e 'use DBI 1.18;'
> %
> 
> > it really sounds like the perl DBI module didn't get correctly
> > installed. what does "make testdeps" in the source tree say?
> > alternitively, does the command "perl -e 'use DBI 1.18;'" produce an
> > error? (no output is correct from the perl command)
> > 
> > seph
> > 
> > Jeff Blaine <jblaine at linus.mitre.org> writes:
> > 
> > > If I put 2 debug lines in Handle.pm as such:
> > > 
> > >     my $sth = $self->SimpleQuery($query, @bind_values); # NOT MY LINE
> > >     print "STH: $sth\n"; # MINE
> > >     print "QUERY: $query\n\n"; # MINE
> > > 
> > > You can see that the 2nd $sth is broken/dead/empty
> > > 
> > > Bleah... no idea how to debug this.
> > > 
> > > =============================================================================
> > > STH: DBI::st=HASH(0x4cb8a0)
> > > QUERY: SELECT COUNT(ACL.id) FROM ACL, Groups WHERE  ((RightScope = 'System')) AND ((RightName = 'AdminUsers')) AND (((Groups.Name = 'Everyone') AND
> > >                                        (PrincipalType = 'Group') AND
> > >                                        (Groups.Id = PrincipalId)))
> > > 
> > > STH:
> > > QUERY: SELECT COUNT(ACL.id) FROM ACL, GroupMembers, Groups WHERE  (((((RightScope = 'System')) AND ((RightName = 'AdminUsers'))) 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 = ))))
> > > Can't call method "fetchrow" on an undefined value at /afs/rcf/apps/RT/sun4x_57/support/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 357.
> > > 
> > > 
> > > 
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.fsck.com
> > > http://lists.fsck.com/mailman/listinfo/rt-users
> > 



From rob at myinternetplace.net  Fri Feb  8 17:53:07 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Fri, 8 Feb 2002 16:53:07 -0600
Subject: [rt-users] Force installing CPAN module - Version problem??
In-Reply-To: <DC250798D1BCCC47AA4D01D96D2107C82E3973@dcsjcalpha.cspeed.com>
References: <DC250798D1BCCC47AA4D01D96D2107C82E3973@dcsjcalpha.cspeed.com>
Message-ID: <200202081653.07698@-kmail-1.3.9>

On Friday 08 February 2002 12:35, Shannon Pedersen wrote:
> From: Rob Walker 
> 
> >That's cool.  I didn't know that you could do it on one line like that.  Do 
> >CPAN like this: 
> 
> >perl -MCPAN -e shell 
> 
> >and then do the command you want to do from an interactive shell.  "install 
> >Apache::Session" is a command I think that you will like to try.  
> 
> >Then you will have a ton of extra debugging information to send us. 
> 
> Okay, I did this, as "force install Apache::Session" and all seemed to go
> well, but it still isn't showing up as being installed when I run make
> testdeps.  Then I realized that CPAN was installing Apache::Session 1.54,
> and make testdeps is looking for Apache::Session 1.53.  Is this my problem??
> If so, can I just ignore the testdeps results and try the RT install?

I don't know for sure, hopefully someone with more rt experience than myself 
will stop you before you shoot yourself in the head.  It certainly sounds 
like the testdeps is not working right.

The first thing that I would look at is why you had to do the force of the 
install.  Was it only because of the failed tests, or failed dependencies to 
the module?

If you have 1.54 installed, and it is searching for 1.53, maybe someone on 
this list could tell us exactly what rt needs the apache::session for, and 
after your install, you could tell us whether that part of rt works or not.

ob





From spedersen at cspeed.com  Fri Feb  8 19:37:38 2002
From: spedersen at cspeed.com (Shannon Pedersen)
Date: Fri, 8 Feb 2002 16:37:38 -0800
Subject: [rt-users] Perl version and Apache DBI
Message-ID: <DC250798D1BCCC47AA4D01D96D2107C82E397E@dcsjcalpha.cspeed.com>

[Note: I apologize for posting previously in HTML; my work's email
exchange client was converting things without my intent.  The proper
filters should now be applied and this hopefully won't come with the
gobbledygook..)


Anyway, I'm still plugging away at trying to get this all installed.  I
was able to force the Apache::Session install, got through the RT make
install fine, and have configured things okay (I think) in config.pm and
httpd.conf.  But, upon trying to restart the web server, now I get the
following error.  CPAN rebuilt perl on my system as 5.6.1 and it appears
that RT is trying to check for 5.6.0. (Apache/DBI.pm is located in the
5.6.1 path)  Is there a way to fix this without going back through the
install and changing that particular parameter in the Makefile?

[root at vid init.d]# ./httpd start
Starting httpd: Syntax error on line 1050 of /etc/httpd/conf/httpd.conf:
Can't locate Apache/DBI.pm in @INC (@INC contains:
/usr/lib/perl5/5.6.0/i386-linux /usr/lib/perl5/5.6.0
/usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0
/usr/lib/perl5/site_perl . /etc/httpd/ /etc/httpd/lib/perl) at (eval 4)
line 3.

[FAILED]

Thanks,
Shannon



From rob at myinternetplace.net  Fri Feb  8 19:40:26 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Fri, 8 Feb 2002 18:40:26 -0600
Subject: [rt-users] CVS commit add-on
Message-ID: <200202081840.26846@-kmail-1.3.9>

How useful is the CVS commit add-on?  I mean, I think it will be very useful 
if we get stuck using CVS.  ;-)  However, should I use it (a strong tie-in 
between CVS and rt) as a 'plus' for CVS?

rob





From bgeraldo at sockeye.com  Fri Feb  8 19:48:30 2002
From: bgeraldo at sockeye.com (Bolivar Geraldo)
Date: Fri, 8 Feb 2002 19:48:30 -0500 (EST)
Subject: [rt-users] RT, Apache and PHP
Message-ID: <200202090048.g190mTKI011247@fishy.sockeye.com>

I'm running the RT 2.0.11

I have installed PHP4 on the server that is running my company's RT
instance, but I'm having trouble getting Apache to parse .php files.
When I comment the following out of my httpd.conf, everything works
fine:

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

When I put it back in, I get asked to download the .php file instead of
parsing it. Can anyone tell me what exactly the code above does and/or
if there is a way around this?

Thank you in advance

Bolivar

-- 
Bolivar Geraldo (Junior)
NOC Analyst
E-mail: bgeraldo at sockeye.com
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From rt2trouble at morben.ca  Fri Feb  8 19:54:48 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Fri, 8 Feb 2002 16:54:48 -0800
Subject: [rt-users] Perl version and Apache DBI
In-Reply-To: <DC250798D1BCCC47AA4D01D96D2107C82E397E@dcsjcalpha.cspeed.com>
References: <DC250798D1BCCC47AA4D01D96D2107C82E397E@dcsjcalpha.cspeed.com>
Message-ID: <200202090052.g190qu904691@bytebox.pacificcoast.net>

I have fixxed this with a spaghetti style mess of static links in previous 
installs.. However in the end I formatted the mess, re-installed from scratch 
and just used ctrl-c to break out of the Perl 5.6.1 install that CPAN tries 
to get you to accept. Worked much better for me that way and now I only have 
one version of Perl on my box.

Your actual mileage may vary...

On February 8, 2002 04:37 pm, you wrote:
> [Note: I apologize for posting previously in HTML; my work's email
> exchange client was converting things without my intent.  The proper
> filters should now be applied and this hopefully won't come with the
> gobbledygook..)
>
>
> Anyway, I'm still plugging away at trying to get this all installed.  I
> was able to force the Apache::Session install, got through the RT make
> install fine, and have configured things okay (I think) in config.pm and
> httpd.conf.  But, upon trying to restart the web server, now I get the
> following error.  CPAN rebuilt perl on my system as 5.6.1 and it appears
> that RT is trying to check for 5.6.0. (Apache/DBI.pm is located in the
> 5.6.1 path)  Is there a way to fix this without going back through the
> install and changing that particular parameter in the Makefile?
>
> [root at vid init.d]# ./httpd start
> Starting httpd: Syntax error on line 1050 of /etc/httpd/conf/httpd.conf:
> Can't locate Apache/DBI.pm in @INC (@INC contains:
> /usr/lib/perl5/5.6.0/i386-linux /usr/lib/perl5/5.6.0
> /usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0
> /usr/lib/perl5/site_perl . /etc/httpd/ /etc/httpd/lib/perl) at (eval 4)
> line 3.
>
> [FAILED]
>
> Thanks,
> Shannon
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From rob at myinternetplace.net  Fri Feb  8 19:56:11 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Fri, 8 Feb 2002 18:56:11 -0600
Subject: [rt-users] Perl version and Apache DBI
In-Reply-To: <DC250798D1BCCC47AA4D01D96D2107C82E397E@dcsjcalpha.cspeed.com>
References: <DC250798D1BCCC47AA4D01D96D2107C82E397E@dcsjcalpha.cspeed.com>
Message-ID: <200202081856.11997@-kmail-1.3.9>

On Friday 08 February 2002 18:37, Shannon Pedersen wrote:

> CPAN rebuilt perl on my system as 5.6.1 and it appears
> that RT is trying to check for 5.6.0. (Apache/DBI.pm is located in the
> 5.6.1 path)  Is there a way to fix this without going back through the
> install and changing that particular parameter in the Makefile?

Wow, I am surprised that rt didn't do the build for a 5.6.1 perl, after CPAN 
rebuilt it.

Maybe the answer is to completely nuke rt, and re-install it.  Now that all of 
the requirements are met, it might see perl 5.6.1 from start to finish.

Save your config.pm, and do a re-install?

> [root at vid init.d]# ./httpd start
> Starting httpd: Syntax error on line 1050 of /etc/httpd/conf/httpd.conf:
> Can't locate Apache/DBI.pm in @INC (@INC contains:
> /usr/lib/perl5/5.6.0/i386-linux /usr/lib/perl5/5.6.0
> /usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0
> /usr/lib/perl5/site_perl . /etc/httpd/ /etc/httpd/lib/perl) at (eval 4)
> line 3.

Another solution (which I don't like) is to figure out where Apache/DBI.pm is 
at in the 5.6.1 tree out there, and put it in the 5.6.0 tree in the same 
place.

rob




From rob at myinternetplace.net  Sat Feb  9 00:41:03 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Fri, 8 Feb 2002 23:41:03 -0600
Subject: [rt-users] system authentication.
Message-ID: <200202082341.03169@-kmail-1.3.9>

We use the Internet as our infrastructure, so I am running our rt install 
behind https.  I can use system authentication in apache to look at our local 
passwords, but then we get hit with rt's authentication again.  Is there any 
code out there to tell rt to believe the username that apache hands to it?  

I didn't see this in the documentation or in the contrib directory at 
fsck.com, but that doesn't mean that someone out there isn't doing it.  :-)

rob



From rob at myinternetplace.net  Sat Feb  9 01:01:41 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Sat, 9 Feb 2002 00:01:41 -0600
Subject: [rt-users] system authentication.
In-Reply-To: <200202082341.03169@-kmail-1.3.9>
References: <200202082341.03169@-kmail-1.3.9>
Message-ID: <200202090001.41592@-kmail-1.3.9>

On Friday 08 February 2002 23:41, Rob Walker wrote:
> We use the Internet as our infrastructure, so I am running our rt install 
> behind https.  I can use system authentication in apache to look at our
> local 
> passwords, but then we get hit with rt's authentication again.  Is there any 
> code out there to tell rt to believe the username that apache hands to it? 

I forgot to mention one of my reasons for doing this.  I already have to do a 
web form for the non-technical users to change their passwords, and it would 
be great if that would propogate to this system, too.

rob





From bill at daze.net  Sat Feb  9 01:33:24 2002
From: bill at daze.net (bill at daze.net)
Date: Fri, 8 Feb 2002 22:33:24 -0800 (PST)
Subject: [rt-users] system authentication.
In-Reply-To: <200202082341.03169@-kmail-1.3.9>
Message-ID: <Pine.BSI.4.20.0202082232010.23272-100000@force.daze.net>

It's a built-in feature (of both RT1 and RT2)... for RT2, see the
config.pm file:

# If $WebExternalAuth is defined, RT will defer to the environment's
# REMOTE_USER variable.

On Fri, 8 Feb 2002, Rob Walker wrote:

> We use the Internet as our infrastructure, so I am running our rt install 
> behind https.  I can use system authentication in apache to look at our local 
> passwords, but then we get hit with rt's authentication again.  Is there any 
> code out there to tell rt to believe the username that apache hands to it?  




From rob at myinternetplace.net  Sat Feb  9 01:41:35 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Sat, 9 Feb 2002 00:41:35 -0600
Subject: [rt-users] system authentication.
In-Reply-To: <Pine.BSI.4.20.0202082232010.23272-100000@force.daze.net>
References: <Pine.BSI.4.20.0202082232010.23272-100000@force.daze.net>
Message-ID: <200202090041.35432@-kmail-1.3.9>

On Saturday 09 February 2002 00:33, bill at daze.net wrote:
> It's a built-in feature (of both RT1 and RT2)... for RT2, see the
> config.pm file:
> 
> # If $WebExternalAuth is defined, RT will defer to the environment's
> # REMOTE_USER variable.

Thank you.  I remember reading this before.  However, it was much too late at 
night.

Does anyone have hooked on phonics I can borrow?

rob




From gregs at Intellstat.com  Sat Feb  9 01:54:13 2002
From: gregs at Intellstat.com (Greg Smythe)
Date: Fri, 8 Feb 2002 22:54:13 -0800 
Subject: [rt-users] RT, Apache and PHP
Message-ID: <41257DB9CD3CD311BE92006008A52B2554FD7C@mail.intellstat.com>

Check your httpd.conf and make sure the line "AddType
application/x-httpd-php .php" isn't commented out....

It kinda sounds like PHP didn't install completely/correctly?




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




-----Original Message-----
From: Bolivar Geraldo [mailto:bgeraldo at sockeye.com] 
Sent: Friday, February 08, 2002 4:49 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] RT, Apache and PHP


I'm running the RT 2.0.11

I have installed PHP4 on the server that is running my company's RT
instance, but I'm having trouble getting Apache to parse .php files.
When I comment the following out of my httpd.conf, everything works
fine:

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

When I put it back in, I get asked to download the .php file instead of
parsing it. Can anyone tell me what exactly the code above does and/or
if there is a way around this?

Thank you in advance

Bolivar

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



From rob at myinternetplace.net  Sat Feb  9 01:54:21 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Sat, 9 Feb 2002 00:54:21 -0600
Subject: [rt-users] system authentication.
In-Reply-To: <Pine.BSI.4.20.0202082232010.23272-100000@force.daze.net>
References: <Pine.BSI.4.20.0202082232010.23272-100000@force.daze.net>
Message-ID: <200202090054.21497@-kmail-1.3.9>

On Saturday 09 February 2002 00:33, bill at daze.net wrote:
> It's a built-in feature (of both RT1 and RT2)... for RT2, see the
> config.pm file:
> 
> # If $WebExternalAuth is defined, RT will defer to the environment's
> # REMOTE_USER variable.

That is _so_ cool the way it works, smooth like butter.  Now, do I need to go 
and update my REMOTE_USER user to have SuperUser rights in rt, so that he can 
configure the stuff?  I mean, is there a way to 'su' within rt?

rob




From rob at myinternetplace.net  Sat Feb  9 02:06:54 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Sat, 9 Feb 2002 01:06:54 -0600
Subject: [rt-users] inconsistency in webUI (probably another pilot error)
Message-ID: <200202090106.54040@-kmail-1.3.9>


If I log in as root, when I go to _Configuration_, _Users_ and select a user, 
both "Let this user access RT" and "Let this user be granted rights" are 
selected.  This is as it should be.

If I log in as rob (non-superuser), when I go to _Configuration_, _Users_ and 
select a user, the "Let this user access RT" option is selected, but the "Let 
this user be granted rights" option is not.  Unless I look at myself, then 
both of them are selected.  At first glance, this looks like broken-ness, but 
I figure it could have something to do with User Rights, too.

rob



From bruce_campbell at ripe.net  Sat Feb  9 02:44:42 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Sat, 9 Feb 2002 08:44:42 +0100 (CET)
Subject: [rt-users] inconsistency in webUI (probably another pilot error)
In-Reply-To: <200202090106.54040@-kmail-1.3.9>
Message-ID: <Pine.LNX.4.44.0202090841070.17272-100000@x22.ripe.net>

On Sat, 9 Feb 2002, Rob Walker wrote:

> If I log in as root, when I go to _Configuration_, _Users_ and select a user,
> both "Let this user access RT" and "Let this user be granted rights" are
> selected.  This is as it should be.
>
> If I log in as rob (non-superuser), when I go to _Configuration_, _Users_ and
> select a user, the "Let this user access RT" option is selected, but the "Let
> this user be granted rights" option is not.  Unless I look at myself, then
> both of them are selected.  At first glance, this looks like broken-ness, but
> I figure it could have something to do with User Rights, too.

One of the rights that you can assign to users includes the ability to
view or modify the information within the User Configuration.  This may be
your problem.

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




From bruce_campbell at ripe.net  Sat Feb  9 02:46:40 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Sat, 9 Feb 2002 08:46:40 +0100 (CET)
Subject: [rt-users] system authentication.
In-Reply-To: <200202090054.21497@-kmail-1.3.9>
Message-ID: <Pine.LNX.4.44.0202090844510.17272-100000@x22.ripe.net>

On Sat, 9 Feb 2002, Rob Walker wrote:

> On Saturday 09 February 2002 00:33, bill at daze.net wrote:
> > It's a built-in feature (of both RT1 and RT2)... for RT2, see the
> > config.pm file:
> >
> > # If $WebExternalAuth is defined, RT will defer to the environment's
> > # REMOTE_USER variable.
>
> That is _so_ cool the way it works, smooth like butter.  Now, do I need to go
> and update my REMOTE_USER user to have SuperUser rights in rt, so that he can
> configure the stuff?  I mean, is there a way to 'su' within rt?

Not without already having the right to modify rights and being a
superuser initially.  You will need to grant your user superuser
rights either by logging in as root, or setting it through the command
line.

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




From b.boksa at sidebysite.de  Sat Feb  9 04:37:00 2002
From: b.boksa at sidebysite.de (Benjamin Boksa)
Date: Sat, 09 Feb 2002 10:37:00 +0100
Subject: [rt-users] RT, Apache and PHP
In-Reply-To: <200202090048.g190mTKI011247@fishy.sockeye.com>
Message-ID: <B88AAC4C.6830%b.boksa@sidebysite.de>

Hi Bolivar!

I don't know wether I am right but I think I can explain you problem. If you
use

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

Apache will handle all requests coming to that specific location by using a
perl-script (which in this case is RT::Mason).

As all your php-scripts reside in the / Location which is mentioned in the
directive above Apache tries to handle those scripts with the PerlHandler as
well, which is the reason why they don't get parsed as expected.

Try a setup like the third mentioned in

http://fsck.com/rtfm/article.html?id=2#100

where under the Location /rt2 the must not be php scripts.

Please forgive me my bad englisch and if I explained something wrong, but
that is how I understand the problem.

Please let me know wether I could help you with this eMail.

Regards,

Benjamin Boksa


> I'm running the RT 2.0.11
> 
> I have installed PHP4 on the server that is running my company's RT
> instance, but I'm having trouble getting Apache to parse .php files.
> When I comment the following out of my httpd.conf, everything works
> fine:
> 
> PerlModule Apache::DBI
> PerlFreshRestart On
> PerlRequire /opt/rt2/bin/webmux.pl
> <Location />
> SetHandler perl-script
> PerlHandler RT::Mason
> </Location>
> 
> When I put it back in, I get asked to download the .php file instead of
> parsing it. Can anyone tell me what exactly the code above does and/or
> if there is a way around this?
> 
> Thank you in advance
> 
> Bolivar



-- 
Benjamin Boksa
b.boksa at sidebysite.de

side by site GmbH & Co. KG
Druckgestaltung & Webdesign

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

Telefon: +49 221 2790964
Telefax: +49 221 2790965

http://www.sidebysite.de/




From andy.henson at zexia.co.uk  Sat Feb  9 10:22:00 2002
From: andy.henson at zexia.co.uk (Andy Henson)
Date: Sat, 9 Feb 2002 15:22 +0000 (GMT Standard Time)
Subject: [rt-users] Force installing CPAN module - Version problem??
In-Reply-To: <200202081653.07698@-kmail-1.3.9>
Message-ID: <memo.20020209152234.9961H@arh.compulink.co.uk>

I'm getting the same problem, installing rt-2-0-11
Looks like a bug in Apache-Session-1.54

$ make fixdeps
...(some removed)...
t/99moduniqgen......Bareword "Carp::croak" not allowed while "strict subs" 
in us
e at blib/lib/Apache/Session/Generate/ModUniqueId.pm line 11.
String found where operator expected at 
blib/lib/Apache/Session/Generate/ModUniq
ueId.pm line 11, near "Carp::croak 'Can\'t get UNIQUE_ID env variable. 
Make sure
 mod_unique_id is enabled.'"
        (Do you need to predeclare Carp::croak?)
syntax error at blib/lib/Apache/Session/Generate/ModUniqueId.pm line 11, 
near "C
arp::croak 'Can\'t get UNIQUE_ID env variable. Make sure mod_unique_id is 
enable
d.'"
BEGIN failed--compilation aborted at t/99moduniqgen.t line 1.
dubious
        Test returned status 255 (wstat 65280, 0xff00)
Undefined subroutine &Test::Harness::WCOREDUMP called at 
/usr/lib/perl5/5.00503/
Test/Harness.pm line 288.
make[1]: *** [test_dynamic] Error 255
make[1]: Leaving directory 
`/home/gilgongo/.cpan/build/Apache-Session-1.54'
  /usr/bin/make test -- NOT OK
Running make install
  make test had returned bad status, won't install without force
  
Then "make testdeps" claims it isn't installed, which looks correct, it 
isn't.

It also seems to fail to install DBI, but the messages for that scrolled 
off the screen.

Andy Henson



From andy.henson at zexia.co.uk  Sat Feb  9 11:13:00 2002
From: andy.henson at zexia.co.uk (Andy Henson)
Date: Sat, 9 Feb 2002 16:13 +0000 (GMT Standard Time)
Subject: [rt-users] Force installing CPAN module - Version problem??
In-Reply-To: <200202081653.07698@-kmail-1.3.9>
Message-ID: <memo.20020209161305.9961I@arh.compulink.co.uk>

Mine was failing probably because I failed to install DBI; so I did:

lynx http://www.helgrim.com/perlmodules/
	Downloaded DBI-1.18
	Downloaded Apache::Session 1.53
tar xzf DBI-1.18.tar.gz
cd DBI-1.18
perl Makefile.PL
make
make test
make install

tar xzf Apache-Session-1.53.tar.gz
cd Apache-Session-1.53
perl Makefile.PL
make test
make install





From rob at myinternetplace.net  Sat Feb  9 12:36:02 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Sat, 9 Feb 2002 11:36:02 -0600
Subject: [rt-users] Force installing CPAN module - Version problem??
In-Reply-To: <memo.20020209152234.9961H@arh.compulink.co.uk>
References: <memo.20020209152234.9961H@arh.compulink.co.uk>
Message-ID: <200202091136.03699@-kmail-1.3.9>

On Saturday 09 February 2002 09:22, Andy Henson wrote:
> I'm getting the same problem, installing rt-2-0-11
> Looks like a bug in Apache-Session-1.54

That's interesting.  I have 1.54 installed.

rob at judgehart:~$ dpkg -l libapache-session-perl | grep apa
ii  libapache-sess 1.54-1         Perl modules for keeping persistent user dat

> arp::croak 'Can\'t get UNIQUE_ID env variable. Make sure mod_unique_id is 
> enable
> d.'"

do you have mod_unique installed in your apache?

> It also seems to fail to install DBI, but the messages for that scrolled 
> off the screen.

Here is a linux tip to save messages which scroll away.  Run "script 
rt.install.script" before you start the install.  Then, after you finish with 
the install, type 'exit' one more time.  (the 'script' command will fire off 
another shell)  Then use 'less' or whatever viewer/editor you want to use to 
view the file 'rt.install.script'.

rob




From matthew.zeier at thirdcoast.net  Sat Feb  9 14:56:38 2002
From: matthew.zeier at thirdcoast.net (matthew zeier)
Date: Sat, 9 Feb 2002 11:56:38 -0800
Subject: [rt-users] problem with HeadsUp
Message-ID: <02cb01c1b1a3$e2fde440$0b16160a@Desktop>

fyi,

There's a hard coded BASE URL in the index.html page in HeadsUp.  Never
noticed it before until management decided to click on results.  Commented
it out to get things working properly.


--
matthew zeier - "In mathematics you don't understand things.  You just
get used to them." - Johann von Neumann




From Daniel.Schwager at dtnet.de  Sun Feb 10 11:29:01 2002
From: Daniel.Schwager at dtnet.de (Daniel Schwager)
Date: Sun, 10 Feb 2002 17:29:01 +0100
Subject: [rt-users] OnCreate tell someone of this ticket (once) - without AdminCC
Message-ID: <20020210172901.A18299@master.dtnet.de>

Hi Togehter,

is it possible to configure RT2 in that way,
all the supporters get the Ticket "OnCreate",
but without beeing AdminCC in die Queue. The
AdminCC should be only these supporters who
help solving the ticket together with the ticket-
owner....

So, how to inform all the supporter of the existence
of the ticket without beeing AdminCC or CC ?


(i can make an entry in /etc/aliases - but then, the
ticket will send to all without the RT-ticket 
identifier ( [tag #1234] ) in the subject.

Merci for your help

Danny


P.S.: For what is the code in 
	http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/DTRT/

      I can't find any documentation ...

-- 
------------------------------------------------------------
DT Netsolution GmbH -  Talaeckerstr. 30 -  D-70437 Stuttgart
Tel: +49-711-849910-32               Fax: +49-711-849910-932
WEB: http://www.dtnet.de/           email: schwager at dtnet.de    




From admin at world-address.com  Sun Feb 10 12:27:10 2002
From: admin at world-address.com (Pascal Pinan-Lucarre)
Date: Sun, 10 Feb 2002 18:27:10 +0100
Subject: [rt-users] Perl release
Message-ID: <5.1.0.14.2.20020210182447.056b7090@mail.world-address.com>

Dear All,

Our provider offers only the 5.00502 release of Perl.
Is it possible to use RT, some modules or nothing ?

Thanks for your answer.

Pascal




From Daniel.Schwager at dtnet.de  Sun Feb 10 13:14:38 2002
From: Daniel.Schwager at dtnet.de (Daniel Schwager)
Date: Sun, 10 Feb 2002 19:14:38 +0100
Subject: [rt-users] Reverse Order (date) in Ticket History
Message-ID: <002201c1b25e$ee56f230$acb609d4@hommy>

Hi,

did somebody patched the RT2 code (2-0-11) to
show the hostory in a reverse order (means
the last Change is on the beginning of the history,
the creation of of the ticket is the last entry of
the history) ??

I think, i have to change 
/opt/rt2/WebRT/html/Ticket/Elements/ShowHistory 
but i don't know the internal data structure ....

Maybe somebody give me a hint?

Merci
Danny



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From dane at al.com.au  Sun Feb 10 18:10:48 2002
From: dane at al.com.au (Dane Rapaport)
Date: Mon, 11 Feb 2002 10:10:48 +1100
Subject: [rt-users] Re: Feature diff RT1 v. RT2 ?
References: <20020208091146.B4265@nemesis.ox.icnet.uk> <Pine.LNX.4.44.0202081125030.17272-100000@x22.ripe.net> <20020208140003.J6986@nemesis.ox.icnet.uk>
Message-ID: <02Feb11.103340est.115201@gateway.al.com.au>

Now you can all have another analogy.

Whether you drive a Mercedes Benz or a 20 year old Ford,
they will still get you from A to B.
Depends how much style you want to get there in :)

Depending on your requirements and so forth, RT1 can still be a very
useful and effective
tool for your own personal implementation.

Dane

--
Dane Rapaport
Systems Administrator and All Round Nice Guy
Animal LOGIC, Fox Studios Australia
www.animallogic.com
p: +61 2 9383 4964
m:  0414 735 922


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From cec2000 at mail.ru  Mon Feb 11 03:38:56 2002
From: cec2000 at mail.ru (Sergey Gurov)
Date: Mon, 11 Feb 2002 11:38:56 +0300
Subject: [rt-users] CVS commit add-on
References: <200202081840.26846@-kmail-1.3.9>
Message-ID: <008201c1b2d7$8b0fb620$1600a8c0@mainoffice.cfc>

We are using this script since its first announce by Jesse. It has only one
disadvantage - we are not able to enter working time with it. All the rest
are only "pluses".
The most lovely thing is that we always have definite connection between
ticket and all modification made.

From paul at elphin.com  Mon Feb 11 06:47:44 2002
From: paul at elphin.com (Paul Dixon)
Date: Mon, 11 Feb 2002 11:47:44 -0000
Subject: [rt-users] Unknown mailer error 2 - Solved
In-Reply-To: <IOEEKFHBIFHNPKJEJGNHMEGDDIAA.paul@elphin.com>
Message-ID: <IOEEKFHBIFHNPKJEJGNHMEJHDIAA.paul@elphin.com>

Just in case anyone else gets this problem, I diagnosed it by piping an
email into rt-mailgate and got a message telling me I had no permission to
create tickets. It would seem that in my haste to try the glorious features
of RT2, I forgot to RTFM and set up some initial permissions for my queue
:-)

Hope that helps someone someday!

Paul.



> I've done a clean, out-of-the-box install of RT 2.0.11, but I'm getting an
> "Unknown mailer error 2" when I send an email to my rt alias.
>
> My maillog contains entries like this:
>
> Feb  8 07:17:52 localhost sendmail[8776]: g18CHpM08775:
> to="|/home/rt2/bin/rt-mailgate --queue general --action correspond",
> ctladdr=<support at xxxxxxxxxxxx.com> (8/0), delay=00:00:01, xdelay=00:00:00,
> mailer=prog, pri=30022, dsn=5.3.0, stat=unknown mailer error 2
>
> (snip!)




From jblaine at mitre.org  Mon Feb 11 09:11:23 2002
From: jblaine at mitre.org (Jeff Blaine)
Date: Mon, 11 Feb 2002 09:11:23 -0500
Subject: [rt-users] What "Config" button? (new install)
In-Reply-To: <6y8za3haeu.fsf@seph.commerceflow.com>
Message-ID: <4101368573.1013418683@jblaine-pc.MITRE.ORG>

-rwxr-sr-x   1 root     rt          5197 Feb  8 14:06 mason_handler.fcgi*
-rwxr-sr-x   1 root     rt          4692 Feb  8 14:06 mason_handler.scgi*
-rwxr-sr-x   1 root     rt         30040 Feb  8 14:06 rt*
-rwxr-sr-x   1 root     rt          8919 Feb  8 14:06 rt-mailgate*
-rwxr-sr-x   1 root     rt         23918 Feb  8 15:49 rtadmin*
-rwxr-xr-x   1 root     rt          4491 Feb  8 14:06 webmux.pl*

--On Friday, February 08, 2002 2:32 PM -0800 seph <seph at commerceflow.com>
wrote:
> hum, another shot in the dark... is the client still setguid? if it's
> not you'll get all sorts of weird connection errors.
> 
> seph
> 
> jesse at FS -jesse   I wonder if his cli lost setgidness  --Computer! Tak...
> 5:29
> 
> 
> Jeff Blaine <jblaine at linus.mitre.org> writes:
> 
>> All tests pass (I spent all day doing it... I assure you I'm positive :)
>> 
>> % perl -e 'use DBI 1.18;'
>> %
>> 
>> > it really sounds like the perl DBI module didn't get correctly
>> > installed. what does "make testdeps" in the source tree say?
>> > alternitively, does the command "perl -e 'use DBI 1.18;'" produce an
>> > error? (no output is correct from the perl command)
>> > 
>> > seph
>> > 
>> > Jeff Blaine <jblaine at linus.mitre.org> writes:
>> > 
>> > > If I put 2 debug lines in Handle.pm as such:
>> > > 
>> > >     my $sth = $self->SimpleQuery($query, @bind_values); # NOT MY LINE
>> > >     print "STH: $sth\n"; # MINE
>> > >     print "QUERY: $query\n\n"; # MINE
>> > > 
>> > > You can see that the 2nd $sth is broken/dead/empty
>> > > 
>> > > Bleah... no idea how to debug this.
>> > > 
>> > > ======================================================================
>> > > ======= STH: DBI::st=HASH(0x4cb8a0)
>> > > QUERY: SELECT COUNT(ACL.id) FROM ACL, Groups WHERE  ((RightScope =
>> > > 'System')) AND ((RightName = 'AdminUsers')) AND (((Groups.Name =
>> > > 'Everyone') AND (PrincipalType = 'Group') AND (Groups.Id =
>> > >                                        PrincipalId)))
>> > > 
>> > > STH:
>> > > QUERY: SELECT COUNT(ACL.id) FROM ACL, GroupMembers, Groups WHERE
>> > > (((((RightScope = 'System')) AND ((RightName = 'AdminUsers'))) 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 = )))) Can't call method "fetchrow" on an
>> > > undefined value at
>> > > /afs/rcf/apps/RT/sun4x_57/support/lib/perl5/site_perl/5.6.1/DBIx/Searc
>> > > hBuilder/Handle.pm line 357.
>> > > 
>> > > 
>> > > 
>> > > _______________________________________________
>> > > rt-users mailing list
>> > > rt-users at lists.fsck.com
>> > > http://lists.fsck.com/mailman/listinfo/rt-users
>> > 





From hwagener at hamburg.fcb.com  Mon Feb 11 09:29:49 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Mon, 11 Feb 2002 15:29:49 +0100
Subject: [rt-users] Multiple Attachments via Web Frontend
Message-ID: <3C67D55D.1167BBB0@hamburg.fcb.com>

Hi List,

does anybody know how hard it would be to add the possibility of
multiple attachments to ticket creation using the web frontend?

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



From Dave.Ewart at cancer.org.uk  Mon Feb 11 10:39:14 2002
From: Dave.Ewart at cancer.org.uk (Dave Ewart)
Date: Mon, 11 Feb 2002 15:39:14 +0000
Subject: [rt-users] Subject wrong - breaking RT 'threading'
Message-ID: <20020211153914.F20049@nemesis.ox.icnet.uk>

Dear RT people,

I took the plunge on RT2, upgrading from RT1 ... seems to have worked
very well, although I'd really appreciate a couple of pointers for this
problem:

I have setup the "rtname" to be "Req", so that the subjects to emails
appear as, e.g. "[Req #120]"  (I wanted it to be a very short string!)

However, whenever replies or 'resolves' are sent to the Requestor
through the web interface, the subject is
"[rt.fully-qualified.domain.name #120]" and this breaks recognition of
the ticket when a subsequent reply is received back from the Requestor.

Why is the 'rtname' being ignored here?  The appropriate line from
'config.pm' is:

> $rtname="Req";

Thanks in advance for any help,

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 bruce_campbell at ripe.net  Mon Feb 11 10:52:48 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 11 Feb 2002 16:52:48 +0100 (CET)
Subject: [rt-users] Subject wrong - breaking RT 'threading'
In-Reply-To: <20020211153914.F20049@nemesis.ox.icnet.uk>
Message-ID: <Pine.LNX.4.44.0202111650130.10915-100000@x22.ripe.net>

On Mon, 11 Feb 2002, Dave Ewart wrote:

> I have setup the "rtname" to be "Req", so that the subjects to emails
> appear as, e.g. "[Req #120]"  (I wanted it to be a very short string!)
>
> However, whenever replies or 'resolves' are sent to the Requestor
> through the web interface, the subject is
> "[rt.fully-qualified.domain.name #120]" and this breaks recognition of
> the ticket when a subsequent reply is received back from the Requestor.

Is it literally 'fully-qualified.domain.name', or something that you've
changed for asking for help?  Either way, make sure that that particular
string does not appear in your config.pm file, and that their are no other
config.pms which RT might be reading.

Regards,

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




From Dave.Ewart at cancer.org.uk  Mon Feb 11 11:20:44 2002
From: Dave.Ewart at cancer.org.uk (Dave Ewart)
Date: Mon, 11 Feb 2002 16:20:44 +0000
Subject: [rt-users] Re: Subject wrong - breaking RT 'threading'
In-Reply-To: <Pine.LNX.4.44.0202111650130.10915-100000@x22.ripe.net>
References: <20020211153914.F20049@nemesis.ox.icnet.uk> <Pine.LNX.4.44.0202111650130.10915-100000@x22.ripe.net>
Message-ID: <20020211162044.J20049@nemesis.ox.icnet.uk>

On Monday, 11.02.2002 at 16:52 +0100, Bruce Campbell wrote:

> On Mon, 11 Feb 2002, Dave Ewart wrote:
> 
> > I have setup the "rtname" to be "Req", so that the subjects to emails
> > appear as, e.g. "[Req #120]"  (I wanted it to be a very short string!)
> >
> > However, whenever replies or 'resolves' are sent to the Requestor
> > through the web interface, the subject is
> > "[rt.fully-qualified.domain.name #120]" and this breaks recognition of
> > the ticket when a subsequent reply is received back from the Requestor.
> 
> Is it literally 'fully-qualified.domain.name', or something that you've
> changed for asking for help?  Either way, make sure that that particular
> string does not appear in your config.pm file, and that their are no other
> config.pms which RT might be reading.

It is the fully-qualified domain name of the machine that RT is running
on - it's actually 'galactica.ox.icnet.uk'.  In /opt/rt2/etc/config.pm,
I originally put the machine's domain name, as recommended, but I later
changed it to 'Req' to make the subjects less cluttered, when I realised
that was where this string was used.

I should add that '[Req #123]' appears as the subject to auto-create
emails, as I would expect - it's just the replies that seem to become
'[galactica.ox.icnet.uk #123]' ...

The only mentions of 'galactica.ox.icnet.uk' in the config.pm are as
part of the email/web addresses:

$CorrespondAddress='rt2 at galactica.ox.icnet.uk';
$CommentAddress='rt2 at galactica.ox.icnet.uk';
$WebBaseURL = "http://galactica.ox.icnet.uk:8080";

In answer to your second point, which other config.pm files could RT be
reading other than /opt/rt2/etc/config.pm ?

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 darrinw at nixc.net  Mon Feb 11 11:27:23 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Mon, 11 Feb 2002 11:27:23 -0500
Subject: [rt-users] Re: Subject wrong - breaking RT 'threading'
In-Reply-To: <20020211162044.J20049@nemesis.ox.icnet.uk>; from Dave.Ewart@cancer.org.uk on Mon, Feb 11, 2002 at 04:20:44PM +0000
References: <20020211153914.F20049@nemesis.ox.icnet.uk> <Pine.LNX.4.44.0202111650130.10915-100000@x22.ripe.net> <20020211162044.J20049@nemesis.ox.icnet.uk>
Message-ID: <20020211112723.D57067@nixc.net>

  |+ I should add that '[Req #123]' appears as the subject to auto-create
  |+ emails, as I would expect - it's just the replies that seem to become
  |+ '[galactica.ox.icnet.uk #123]' ...

In your auto-create template, do you have it to red just like [Req
#$TicketID()] or something similar?

Also.  After you made this change, did you STOP and START apache again?




From gwarnagiris at babcockbrown.com  Mon Feb 11 11:24:45 2002
From: gwarnagiris at babcockbrown.com (George Warnagiris)
Date: Mon, 11 Feb 2002 11:24:45 -0500
Subject: [rt-users] Subject wrong - breaking RT 'threading'
Message-ID: <D2C244AC3888D511AB120008C7864703012DA35B@soho.ny.babcockbrown.com>

Dave,

Did you stop and start Apache after you made the change to the config file??

George

-----Original Message-----
From:	Bruce Campbell [mailto:bruce_campbell at ripe.net]
Sent:	Monday, February 11, 2002 10:53 AM
To:	Dave Ewart
Cc:	rt-users at lists.fsck.com
Subject:	Re: [rt-users] Subject wrong - breaking RT 'threading'

On Mon, 11 Feb 2002, Dave Ewart wrote:

> I have setup the "rtname" to be "Req", so that the subjects to emails
> appear as, e.g. "[Req #120]"  (I wanted it to be a very short string!)
>
> However, whenever replies or 'resolves' are sent to the Requestor
> through the web interface, the subject is
> "[rt.fully-qualified.domain.name #120]" and this breaks recognition of
> the ticket when a subsequent reply is received back from the Requestor.

Is it literally 'fully-qualified.domain.name', or something that you've
changed for asking for help?  Either way, make sure that that particular
string does not appear in your config.pm file, and that their are no other
config.pms which RT might be reading.

Regards,

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


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



This email message may contain information that is confidential and
proprietary to Babcock & Brown or a third party.  If you are not the
intended recipient, please contact the sender and destroy the original and
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guarantee that email messages will not be intercepted by third parties or
that email messages will be free of errors or viruses.



From kris at eclipseci.com  Mon Feb 11 11:29:38 2002
From: kris at eclipseci.com (Kristopher Lalletti)
Date: Mon, 11 Feb 2002 11:29:38 -0500
Subject: [rt-users] Parent-child relationships
Message-ID: <001701c1b319$4ccf68a0$c901000a@intranet.eclipseci.com>

Out of curiosity,

I have a master ticket that has a a few children tickets.

I resolve my master ticket, all the children should be able to change
their status to resolved too.. no?

Of course, I believe it would be as easy as implementing a trigger in
postgres that would update every single children in one action, but I
would like to hear some feedback, about doing such a thing.


Thanks
Kris




From Dave.Ewart at cancer.org.uk  Mon Feb 11 11:37:51 2002
From: Dave.Ewart at cancer.org.uk (Dave Ewart)
Date: Mon, 11 Feb 2002 16:37:51 +0000
Subject: [rt-users] Re: Subject wrong - breaking RT 'threading'
In-Reply-To: <D2C244AC3888D511AB120008C7864703012DA35B@soho.ny.babcockbrown.com>
References: <D2C244AC3888D511AB120008C7864703012DA35B@soho.ny.babcockbrown.com>
Message-ID: <20020211163751.K20049@nemesis.ox.icnet.uk>

Various people suggested:

> Did you stop and start Apache after you made the change to the config file??

... which fixes the problem - thanks very much people!

Just as an aside (and it may help me understand how RT works a little
more) - WHY does Apache need to be restarted in this situation?  It was
picking up the new name OK for the OnCreate responses ... ?

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 Kendric.Beachey at garmin.com  Mon Feb 11 11:41:19 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Mon, 11 Feb 2002 10:41:19 -0600
Subject: Mozilla 0.9.8: yea or nay? (was RE: [rt-users] RT and Mozilla 0.9
	.7 (latest))
Message-ID: <200202111641.KAA23490@dresden.garmin.com>

Has anyone been bold enough to try Mozilla 0.9.8, now that it's out?  I've
been sitting on 0.9.6 since this message came through.

The bug report mentioned below shows that it is fixed, and that it, along
with countless others, is a duplicate of a different bug report.  This other
bug report shows that it has been fixed but that there is another related
bug (upload hangs if you don't have read permission on the file you're
uploading) which sounds like it may be close to being fixed, but it doesn't
look conclusive regarding its status in 0.9.8.


> -----Original Message-----
> From: Alesh Mustar [mailto:alesh at sportina.si]
> Sent: Monday, December 24, 2001 4:46 AM
> To: rt-users
> Subject: [rt-users] RT and Mozilla 0.9.7 (latest)
> 
> 
> Mozilla 0.9.7 was just released over the weekend and before 
> anyone else 
> goes banging his head on why it doesn't work with RT here is why:
> 
> 0.9.7 has a major bug when submiting forms which have file 
> fields (like 
> RT) it simply doesn't submit the forms.
> 
> The bug has been confirmed in bugzilla => 
> http://bugzilla.mozilla.org/show_bug.cgi?id=116494
> 
> I haven't found a solution yet, beside downgrade to 0.9.6.



From darrinw at nixc.net  Mon Feb 11 11:46:42 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Mon, 11 Feb 2002 11:46:42 -0500
Subject: [rt-users] Re: Subject wrong - breaking RT 'threading'
In-Reply-To: <20020211163751.K20049@nemesis.ox.icnet.uk>; from Dave.Ewart@cancer.org.uk on Mon, Feb 11, 2002 at 04:37:51PM +0000
References: <D2C244AC3888D511AB120008C7864703012DA35B@soho.ny.babcockbrown.com> <20020211163751.K20049@nemesis.ox.icnet.uk>
Message-ID: <20020211114642.E57067@nixc.net>

  |+ Just as an aside (and it may help me understand how RT works a little
  |+ more) - WHY does Apache need to be restarted in this situation?  It was
  |+ picking up the new name OK for the OnCreate responses ... ?

You should go look at:
http://fsck.com/rtfm/article.html?id=5#112

It explains as to why.  I believe it even mentions in the README that
when you change the config.pm, you must stop and start apache again.

-darrin




From Dave.Ewart at cancer.org.uk  Mon Feb 11 11:59:42 2002
From: Dave.Ewart at cancer.org.uk (Dave Ewart)
Date: Mon, 11 Feb 2002 16:59:42 +0000
Subject: [rt-users] Re: Re: Subject wrong - breaking RT 'threading'
In-Reply-To: <20020211114642.E57067@nixc.net>
References: <D2C244AC3888D511AB120008C7864703012DA35B@soho.ny.babcockbrown.com> <20020211163751.K20049@nemesis.ox.icnet.uk> <20020211114642.E57067@nixc.net>
Message-ID: <20020211165942.N20049@nemesis.ox.icnet.uk>

On Monday, 11.02.2002 at 11:46 -0500, Darrin Walton wrote:

>   |+ Just as an aside (and it may help me understand how RT works a little
>   |+ more) - WHY does Apache need to be restarted in this situation?  It was
>   |+ picking up the new name OK for the OnCreate responses ... ?
> 
> You should go look at:
> http://fsck.com/rtfm/article.html?id=5#112
> 
> It explains as to why.  I believe it even mentions in the README that
> when you change the config.pm, you must stop and start apache again.

[Looks embarrassed and tries to leave the room, un-noticed.]

Ah yes, good point.  Totally managed to miss that one ...

Thanks for your help, everyone.

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 tech at ekn.com  Mon Feb 11 12:55:05 2002
From: tech at ekn.com (Joseph)
Date: Mon, 11 Feb 2002 12:55:05 -0500
Subject: [rt-users] install question
Message-ID: <004401c1b325$3c84c2e0$1432010a@ekn.com>

When I hit my newly installed server it wants to download the index.html
file instead of executing it?


respectfully,
Joseph 
=============




From rob at myinternetplace.net  Mon Feb 11 13:04:45 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Mon, 11 Feb 2002 10:04:45 -0800
Subject: [rt-users] Parent-child relationships
In-Reply-To: <001701c1b319$4ccf68a0$c901000a@intranet.eclipseci.com>
References: <001701c1b319$4ccf68a0$c901000a@intranet.eclipseci.com>
Message-ID: <200202111004.45829@-kmail-1.3.9>

On Monday 11 February 2002 08:29, Kristopher Lalletti wrote:
> Out of curiosity,
> 
> I have a master ticket that has a a few children tickets.
> 
> I resolve my master ticket, all the children should be able to change
> their status to resolved too.. no?

At first guess, without actually doing this within rt, I would have thought 
that the parent ticket couldn't be resolved until all (of its') children were 
resolved.  Even so far as to enforcing this by removing the 'resolve' link 
from the partent ticket, maybe replacing it with a 'show unresolved children' 
link?

rob




From greyduck at greyduck.net  Mon Feb 11 13:08:07 2002
From: greyduck at greyduck.net (Karel P Kerezman)
Date: 11 Feb 2002 10:08:07 -0800
Subject: [rt-users] Mozilla 0.9.8 preliminary report
Message-ID: <1013450893.1559.1.camel@zero.kgon.com>

So far as I can tell, 0.9.8 is a "go." I've been using nightlies for a
few weeks now to get around the 0.9.7 release's bug so I can get into
RT2, and I've just tested the Mandrake Cooker RPM release of 0.9.8. So
far, so good.

Oh, and having a built-in GUI for disallowing on-load popups is a dream!

-- 
Karel P Kerezman, IS Admin Entercom Portland
http://greyduck.net
[ Floggings will continue until morale improves. ]




From alesh at opensource-technologies.com  Mon Feb 11 14:14:22 2002
From: alesh at opensource-technologies.com (alesh at opensource-technologies.com)
Date: Mon, 11 Feb 2002 20:14:22 +0100 (CET)
Subject: Mozilla 0.9.8: yea or nay? (was RE: [rt-users] RT and Mozilla
 0.9 .7 (latest))
In-Reply-To: <200202111641.KAA23490@dresden.garmin.com>
Message-ID: <Pine.LNX.4.44.0202112013160.19113-100000@pleiades.domenca.com>

I've actually sent a later response to this, that the next night build
solves the 0.9.7 problem.

I'm using 0.9.8 since it came out and found no problems with it
regarding RT.

A.

On Mon, 11 Feb 2002, Beachey, Kendric wrote:

> Date: Mon, 11 Feb 2002 10:41:19 -0600
> From: "Beachey, Kendric" <Kendric.Beachey at garmin.com>
> To: rt-users <rt-users at lists.fsck.com>
> Subject: Mozilla 0.9.8: yea or nay? (was RE: [rt-users] RT and Mozilla
>     0.9 .7 (latest))
>
> Has anyone been bold enough to try Mozilla 0.9.8, now that it's out?  I've
> been sitting on 0.9.6 since this message came through.
>
> The bug report mentioned below shows that it is fixed, and that it, along
> with countless others, is a duplicate of a different bug report.  This other
> bug report shows that it has been fixed but that there is another related
> bug (upload hangs if you don't have read permission on the file you're
> uploading) which sounds like it may be close to being fixed, but it doesn't
> look conclusive regarding its status in 0.9.8.
>
>
> > -----Original Message-----
> > From: Alesh Mustar [mailto:alesh at sportina.si]
> > Sent: Monday, December 24, 2001 4:46 AM
> > To: rt-users
> > Subject: [rt-users] RT and Mozilla 0.9.7 (latest)
> >
> >
> > Mozilla 0.9.7 was just released over the weekend and before
> > anyone else
> > goes banging his head on why it doesn't work with RT here is why:
> >
> > 0.9.7 has a major bug when submiting forms which have file
> > fields (like
> > RT) it simply doesn't submit the forms.
> >
> > The bug has been confirmed in bugzilla =>
> > http://bugzilla.mozilla.org/show_bug.cgi?id=116494
> >
> > I haven't found a solution yet, beside downgrade to 0.9.6.
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From rich+rt at lafferty.ca  Mon Feb 11 15:27:07 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Mon, 11 Feb 2002 15:27:07 -0500
Subject: [rt-users] Labeled priorities
Message-ID: <20020211152706.B9387@lafferty.ca>

As part of replacing our existing helpdesk whiteboard with RT, I need
to implement something like labeled priorities -- so that instead of
setting a ticket to a priority of 90 with a final priority of 100, you
set it to "S1" and the priority and final priority get set
appropriately.

Before I set about inventing this wheel on my own, is anyone aware of
an existing way to pull off such a thing? At a minimum, I need a
pulldown to set priority in the "Basics" section; at best, the labels
would be used instead of the numbers everywhere.

  -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 peter at popovich.net  Mon Feb 11 16:08:34 2002
From: peter at popovich.net (Peter E. Popovich)
Date: Mon, 11 Feb 2002 13:08:34 -0800
Subject: [rt-users] install question
References: <004401c1b325$3c84c2e0$1432010a@ekn.com>
Message-ID: <002a01c1b340$6e00a760$3900a8c0@POPOVICH>

> When I hit my newly installed server it wants to download the index.html
> file instead of executing it?

Sounds like an apache config problem.




From jkikpole at cairodurham.org  Mon Feb 11 16:25:37 2002
From: jkikpole at cairodurham.org (Jaime Kikpole)
Date: Mon, 11 Feb 2002 16:25:37 -0500 (EST)
Subject: [rt-users] NoAuth pages?
Message-ID: <20020211162352.V554-100000@zeus>

	I noticed that the rt.fsck.com site tracks the RT bugs in...
well... RT.  :)  But the lists of bugs are shown without requiring a
login.  I also noticed that this was a page stored in the NoAuth
directory.  I can't find any documentation about how this was done.  Can
someone point me in the right direction?  I'd love to put together a
simple table that showed people just how darn busy I actually am.  :)

							Jaime

--
Network Administrator
Cairo-Durham Central School District




From spedersen at cspeed.com  Mon Feb 11 18:47:27 2002
From: spedersen at cspeed.com (Shannon Pedersen)
Date: Mon, 11 Feb 2002 15:47:27 -0800
Subject: [rt-users] Finally installed - email question.
Message-ID: <DC250798D1BCCC47AA4D01D96D2107C8155E74@dcsjcalpha.cspeed.com>

Alrighty, I finally got RT2 installed, but now when I send an email to
rt at company.com I get the following message from the server:

"RT couldn't find the queue: support"

There is no queue called "support," there is just the "general" queue.  

I need to demo to someone that RT will work to receive emails from
outside customers and create tickets - what am I missing here?

Thanks,

Shannon Pedersen



From kurta at spk.agilent.com  Mon Feb 11 18:48:55 2002
From: kurta at spk.agilent.com (Kurt Andersen)
Date: Mon, 11 Feb 2002 15:48:55 -0800 (PST)
Subject: [rt-users] Almost there...need just a bit more help
Message-ID: <20020211234855.D3CFF106E7@pacific.spk.agilent.com>

Having gotten everything built, installed and almost configured,
I am now presented with the RT login screen by my web server but
it doesn't want to recognize any username/password combination
that I can think to enter.

Any suggestions?  The FAQ assumes that you can get the web 
interface running to configure users, but how do you bootstrap
the first one?

Thanks,
  Kurt


--



From gregs at Intellstat.com  Mon Feb 11 18:54:38 2002
From: gregs at Intellstat.com (Greg Smythe)
Date: Mon, 11 Feb 2002 15:54:38 -0800
Subject: [rt-users] Finally installed - email question.
Message-ID: <41257DB9CD3CD311BE92006008A52B2554FD9D@mail.intellstat.com>

Change the queue in your /etc/alias from 'support' to 'general'. Run
newaliases. Try again

:)




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




-----Original Message-----
From: Shannon Pedersen [mailto:spedersen at cspeed.com] 
Sent: Monday, February 11, 2002 3:47 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Finally installed - email question.


Alrighty, I finally got RT2 installed, but now when I send an email to
rt at company.com I get the following message from the server:

"RT couldn't find the queue: support"

There is no queue called "support," there is just the "general" queue.  

I need to demo to someone that RT will work to receive emails from
outside customers and create tickets - what am I missing here?

Thanks,

Shannon Pedersen

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



From darrinw at nixc.net  Mon Feb 11 18:59:12 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Mon, 11 Feb 2002 18:59:12 -0500
Subject: [rt-users] Almost there...need just a bit more help
In-Reply-To: <20020211234855.D3CFF106E7@pacific.spk.agilent.com>; from kurta@spk.agilent.com on Mon, Feb 11, 2002 at 03:48:55PM -0800
References: <20020211234855.D3CFF106E7@pacific.spk.agilent.com>
Message-ID: <20020211185912.G57067@nixc.net>

  |+ Any suggestions?  The FAQ assumes that you can get the web 
  |+ interface running to configure users, but how do you bootstrap
  |+ the first one?


From gregs at Intellstat.com  Mon Feb 11 19:01:49 2002
From: gregs at Intellstat.com (Greg Smythe)
Date: Mon, 11 Feb 2002 16:01:49 -0800
Subject: [rt-users] Almost there...need just a bit more help
Message-ID: <41257DB9CD3CD311BE92006008A52B2554FD9E@mail.intellstat.com>

First time login should be user 'root' and the password you defined via the
shell prompt command to change it's password..
(http://fsck.com/rtfm/article.html?id=2#9)




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




-----Original Message-----
From: Kurt Andersen [mailto:kurta at spk.agilent.com] 
Sent: Monday, February 11, 2002 3:49 PM
To: rt-users at lists.fsck.com
Cc: kurta at spk.agilent.com
Subject: [rt-users] Almost there...need just a bit more help


Having gotten everything built, installed and almost configured,
I am now presented with the RT login screen by my web server but
it doesn't want to recognize any username/password combination
that I can think to enter.

Any suggestions?  The FAQ assumes that you can get the web 
interface running to configure users, but how do you bootstrap
the first one?

Thanks,
  Kurt


--

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



From rob at myinternetplace.net  Mon Feb 11 19:08:02 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Mon, 11 Feb 2002 16:08:02 -0800
Subject: [rt-users] Almost there...need just a bit more help
In-Reply-To: <20020211234855.D3CFF106E7@pacific.spk.agilent.com>
References: <20020211234855.D3CFF106E7@pacific.spk.agilent.com>
Message-ID: <200202111608.03041@-kmail-1.3.9>

On Monday 11 February 2002 15:48, Kurt Andersen wrote:
> Having gotten everything built, installed and almost configured,
> I am now presented with the RT login screen by my web server but
> it doesn't want to recognize any username/password combination
> that I can think to enter.
> 
> Any suggestions?  The FAQ assumes that you can get the web 
> interface running to configure users, but how do you bootstrap
> the first one?

Try root as the user, no password.  Then try your local root password.  I 
forget which one worked for me.

rob



From tech at ekn.com  Mon Feb 11 19:10:48 2002
From: tech at ekn.com (Joseph)
Date: Mon, 11 Feb 2002 19:10:48 -0500
Subject: [rt-users] Almost there...need just a bit more help
In-Reply-To: <20020211234855.D3CFF106E7@pacific.spk.agilent.com>
Message-ID: <000101c1b359$bac74f90$1a01a8c0@ekn.com>

Try this command...

# /path/to/rt2/bin/rtadmin --user=root --password="<newpassword>"

respectfully,
Joseph 
=============


-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Kurt Andersen
Sent: Monday, February 11, 2002 6:49 PM
To: rt-users at lists.fsck.com
Cc: kurta at spk.agilent.com
Subject: [rt-users] Almost there...need just a bit more help


Having gotten everything built, installed and almost configured,
I am now presented with the RT login screen by my web server but
it doesn't want to recognize any username/password combination
that I can think to enter.

Any suggestions?  The FAQ assumes that you can get the web 
interface running to configure users, but how do you bootstrap
the first one?

Thanks,
  Kurt


--

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




From darrinw at nixc.net  Mon Feb 11 19:12:45 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Mon, 11 Feb 2002 19:12:45 -0500
Subject: [rt-users] Finally installed - email question.
In-Reply-To: <41257DB9CD3CD311BE92006008A52B2554FD9D@mail.intellstat.com>; from gregs@Intellstat.com on Mon, Feb 11, 2002 at 03:54:38PM -0800
References: <41257DB9CD3CD311BE92006008A52B2554FD9D@mail.intellstat.com>
Message-ID: <20020211191245.H57067@nixc.net>

  |+ Change the queue in your /etc/alias from 'support' to 'general'. Run
  |+ newaliases. Try again

That or create a queue called 'support'..  Be sure to give Requestor the
right to 'Create Ticket' or RT will send an error message saying no
access to create ticket in queue '?'

-darrin




From spedersen at cspeed.com  Mon Feb 11 19:31:36 2002
From: spedersen at cspeed.com (Shannon Pedersen)
Date: Mon, 11 Feb 2002 16:31:36 -0800
Subject: [rt-users] Finally installed - email question.
Message-ID: <DC250798D1BCCC47AA4D01D96D2107C8155E75@dcsjcalpha.cspeed.com>

It is always something so very obvious, eh? :) Okay, so I was able to
get it to work to create new tickets via email.  But when I try to
respond back to the requestor, nothing shows up in the requestor's
email, though RT says that correspondence was sent.  Could this also
have something to do with the alias file, or is this sound like a
separate sendmail issue?

-shannon

-----Original Message-----
From: Greg Smythe
Sent: Monday, February 11, 2002 3:55 PM


Change the queue in your /etc/alias from 'support' to 'general'. Run
newaliases. Try again

:)




From rob at myinternetplace.net  Mon Feb 11 19:57:32 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Mon, 11 Feb 2002 16:57:32 -0800
Subject: [rt-users] Almost there...need just a bit more help
In-Reply-To: <200202111608.03041@-kmail-1.3.9>
References: <20020211234855.D3CFF106E7@pacific.spk.agilent.com> <200202111608.03041@-kmail-1.3.9>
Message-ID: <200202111657.32789@-kmail-1.3.9>

On Monday 11 February 2002 16:08, Rob Walker wrote:
> On Monday 11 February 2002 15:48, Kurt Andersen wrote:
> > Having gotten everything built, installed and almost configured,
> > I am now presented with the RT login screen by my web server but
> > it doesn't want to recognize any username/password combination
> > that I can think to enter.
> > 
> > Any suggestions?  The FAQ assumes that you can get the web 
> > interface running to configure users, but how do you bootstrap
> > the first one?
> 
> Try root as the user, no password.  Then try your local root password.  I 
> forget which one worked for me.

wow, it is sure obvious that _I_ know what I am doing.  not!

rob




From peter at popovich.net  Mon Feb 11 19:58:03 2002
From: peter at popovich.net (Peter E. Popovich)
Date: Mon, 11 Feb 2002 16:58:03 -0800
Subject: [rt-users] Finally installed - email question.
References: <DC250798D1BCCC47AA4D01D96D2107C8155E75@dcsjcalpha.cspeed.com>
Message-ID: <000001c1b361$9ce04e70$3900a8c0@POPOVICH>

90% of these turn out to be one of these two:

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

  2) There is no OnCorrespond scrip, per
http://fsck.com/rtfm/article.html?id=2#50

----- Original Message -----
From: "Shannon Pedersen" <spedersen at cspeed.com>
To: <rt-users at lists.fsck.com>
Sent: Monday, February 11, 2002 4:31 PM
Subject: RE: [rt-users] Finally installed - email question.


> It is always something so very obvious, eh? :) Okay, so I was able to
> get it to work to create new tickets via email.  But when I try to
> respond back to the requestor, nothing shows up in the requestor's
> email, though RT says that correspondence was sent.  Could this also
> have something to do with the alias file, or is this sound like a
> separate sendmail issue?
>
> -shannon
>
> -----Original Message-----
> From: Greg Smythe
> Sent: Monday, February 11, 2002 3:55 PM
>
>
> Change the queue in your /etc/alias from 'support' to 'general'. Run
> newaliases. Try again
>
> :)
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From dora.raymaker at xo.com  Mon Feb 11 21:08:15 2002
From: dora.raymaker at xo.com (Raymaker, Dora)
Date: Mon, 11 Feb 2002 20:08:15 -0600
Subject: [rt-users] Customizing Create Ticket Forms
Message-ID: <45EDA71CFF25D411A2E400508B6FC52A05E58E38@orportexch1.internal.nextlink.net>

I need to be able to create custom ticket forms: forms with fields that are
not available in the default ticket entry form.  For example, a drop down
that has several departments to select from, or a field for whether a ticket
solution needs to be reviewed before it's implemented.  How is this done?  I
couldn't find any information in previous discussion on this list or in the
docs.

Thanks!

Dora Raymaker
Sr. Technical Writer
XO Communications
Interactive Division
503.972.6808






From rt2trouble at morben.ca  Mon Feb 11 20:58:53 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Mon, 11 Feb 2002 17:58:53 -0800
Subject: [rt-users] Watch queues without Cc?
Message-ID: <200202120156.g1C1un907048@bytebox.pacificcoast.net>

I am using the new MyQueues addon from Jim Meyer and I would like to watch a 
queue.. or note interest in a queue without adding people as Cc watchers and 
having their E-Mail addresses showing up in the mail headers for all replies 
within that Queue. 

So either I need a way to be a watcher without being on the Cc list OR
I need a way to block the Cc list as if it was a Bcc list. 

I know we can make a bookmarked search and that may be a better solution than 
trying to use MyQueues to organize our new tickets. I'd just like to explore 
an option where we don't have to bookmark searches for each RT user and 
MyQueues looks like the solution.

-- Thanks Again!



From pdh at snapgear.com  Mon Feb 11 21:06:57 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 12 Feb 2002 12:06:57 +1000
Subject: [rt-users] Customizing Create Ticket Forms
In-Reply-To: <45EDA71CFF25D411A2E400508B6FC52A05E58E38@orportexch1.internal.nextlink.net>
References: <45EDA71CFF25D411A2E400508B6FC52A05E58E38@orportexch1.internal.nextlink.net>
Message-ID: <20020212020657.GD32279@moreton.com.au>

Raymaker, Dora wrote:
> I need to be able to create custom ticket forms: forms with fields that are
> not available in the default ticket entry form.  For example, a drop down
> that has several departments to select from, or a field for whether a ticket
> solution needs to be reviewed before it's implemented.  How is this done?  I
> couldn't find any information in previous discussion on this list or in the
> docs.

You want to read up on keywords.

http://fsck.com/rtfm/article.html?id=2#50 is probably a good place to start.



From dane at al.com.au  Mon Feb 11 21:05:48 2002
From: dane at al.com.au (Dane Rapaport)
Date: Tue, 12 Feb 2002 13:05:48 +1100
Subject: [rt-users] where am I going wrong?
Message-ID: <02Feb12.132924est.115202@gateway.al.com.au>

When I send an email to  trial at rt.mydomain.com  I get no ticket creation
nor any response.
When I send an email to trial at bob.mydomain.com I get no ticket creation
nor any response.

My machine is called   bob.mydomain.com
I have a cname in DNS which makes bob.mydomain.com point to
rt.mydomain.com.
Like so.....

rt       IN      CNAME   bob

I have this entry in my  system    /etc/aliases file.

trial: "|/usr/local/rt2/bin/rt-mailgate --queue 'Projects' --action
correspond"
trial-comment: "|/usr/local/rt2/bin/rt-mailgate --queue 'Projects'
--action comment"

I ran 'newaliases" after entering it.

In the queue Projects, the Requestor has permission to CreateTicket

I have made this symlink :
ln -s /usr/local/rt2/bin/rt-mailgate   /etc/smrsh/rt-mailgate

In config.pm,
my $rtname="mydomain.com";
my $Organization="mydomain.com";
my $LookupSenderInExternalDatabase = undef;
my $SenderMustExistInExternalDatabase = undef;

Currently my Correspond and Comment Address are as follows:
$CorrespondAddress='RT::CorrespondAddress.not.set';
$CommentAddress='RT::CommentAddress.not.set';

My $WebBaseUrl = "http://rt.mydomain.com";

I am using sendmail.  Apache, mysql and rt2 itself are all installed on
the machine bob.mydomain.com

In my Global Scrips I have:
 OnCreate AutoreplyToRequestors with template Autoreply

Whether relevant to this problem or not.....
In my /usr/local/rt2/logs, I see this error message a lot:
RT::Action::Notify=HASH(0x8e95e68): Could not send mail for
RT::Transaction=HASH(0x8c9a460)


In theory, with the settings I currently have, I believe if i send an
email to
trial at rt.mydomain.com , a ticket should be generated and I should be
notified.
As I stated above, this is not the case.

Any ideas what I have forgotten? Any ideas as to where I should look
further to ascertain
the cause of this problem?

rt2 is currently working and is generating emails as per my rules when
tickets are created manually implying that sendmail is functioning
properly, at least in some form.

So yes, any clues as to my downfall?

Thanks in advance

Dane




From dora.raymaker at xo.com  Mon Feb 11 21:42:14 2002
From: dora.raymaker at xo.com (Raymaker, Dora)
Date: Mon, 11 Feb 2002 20:42:14 -0600
Subject: [rt-users] Customizing Create Ticket Forms
Message-ID: <45EDA71CFF25D411A2E400508B6FC52A05E58E39@orportexch1.internal.nextlink.net>

Any way to do text fields and radio buttons in addition to selects?

-D.

-----Original Message-----
From: Phil Homewood [mailto:pdh at snapgear.com]
Sent: Monday, February 11, 2002 6:07 PM
To: Raymaker, Dora
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Customizing Create Ticket Forms


Raymaker, Dora wrote:
> I need to be able to create custom ticket forms: forms with fields that
are
> not available in the default ticket entry form.  For example, a drop down
> that has several departments to select from, or a field for whether a
ticket
> solution needs to be reviewed before it's implemented.  How is this done?
I
> couldn't find any information in previous discussion on this list or in
the
> docs.

You want to read up on keywords.

http://fsck.com/rtfm/article.html?id=2#50 is probably a good place to start.



From jkikpole at cairodurham.org  Mon Feb 11 23:03:01 2002
From: jkikpole at cairodurham.org (Jaime Kikpole)
Date: Mon, 11 Feb 2002 23:03:01 -0500 (EST)
Subject: [rt-users] Customizing Create Ticket Forms
In-Reply-To: <45EDA71CFF25D411A2E400508B6FC52A05E58E38@orportexch1.internal.nextlink.net>
Message-ID: <20020211230014.E4818-100000@zeus>

On Mon, 11 Feb 2002, Raymaker, Dora wrote:
> I need to be able to create custom ticket forms: forms with fields that are
> not available in the default ticket entry form.  For example, a drop down
> that has several departments to select from, or a field for whether a ticket
> solution needs to be reviewed before it's implemented.  How is this done?  I
> couldn't find any information in previous discussion on this list or in the
> docs.

	How does one make *any* custom forms with RT?  I've gotten used to
most of its basic web interface features, but I've not gotten used to all
of RT.  I would like to make "worker logs" web pages and "work requests"
forms, but I don't even know where to start looking.  RTFM is a good idea,
but I can't find an M to R.  :)

								TIA,
								Jaime

--
Network Administrator
Cairo-Durham Central School District




From tech at ekn.com  Tue Feb 12 05:38:33 2002
From: tech at ekn.com (Joseph)
Date: Tue, 12 Feb 2002 05:38:33 -0500
Subject: [rt-users] install question
In-Reply-To: <002a01c1b340$6e00a760$3900a8c0@POPOVICH>
Message-ID: <001101c1b3b1$70b9c290$1a01a8c0@ekn.com>

I finally reran the make install.
It was hanging up on the RT::Mason in the Apache config.

respectfully,
Joseph 
=============


-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Peter E. Popovich
Sent: Monday, February 11, 2002 4:09 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] install question


> When I hit my newly installed server it wants to download the
index.html
> file instead of executing it?

Sounds like an apache config problem.


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




From philippe.lebreton at cti-paysloire.cnamts.fr  Tue Feb 12 05:41:29 2002
From: philippe.lebreton at cti-paysloire.cnamts.fr (LEBRETON Philippe)
Date: Tue, 12 Feb 2002 11:41:29 +0100
Subject: [rt-users] why the owner of the ticket is nobody and not the requestor
Message-ID: <3C68F159.3E2D5D9B@cti-paysloire.cnamts.fr>

how i can change automatically the owner when i create a tickets.
I want that the owner is te requestor end not nobody.

thanks

Philippe LEBRETON




From carles at inlander.es  Tue Feb 12 06:54:33 2002
From: carles at inlander.es (Carles =?iso-8859-1?Q?Amig=F3?=)
Date: Tue, 12 Feb 2002 12:54:33 +0100
Subject: Mozilla 0.9.8: yea or nay? (was RE: [rt-users] RT and Mozilla 0.9.7 
 (latest))
References: <200202111641.KAA23490@dresden.garmin.com>
Message-ID: <3C690279.9DB05F46@inlander.es>

I'm using mozilla 0.9.8 (with galeon), and this bug has been fixed. Now
i can use RT as usualy.

"Beachey, Kendric" wrote:
> 
> Has anyone been bold enough to try Mozilla 0.9.8, now that it's out?  I've
> been sitting on 0.9.6 since this message came through.
> 
> The bug report mentioned below shows that it is fixed, and that it, along
> with countless others, is a duplicate of a different bug report.  This other
> bug report shows that it has been fixed but that there is another related
> bug (upload hangs if you don't have read permission on the file you're
> uploading) which sounds like it may be close to being fixed, but it doesn't
> look conclusive regarding its status in 0.9.8.



From hwagener at hamburg.fcb.com  Tue Feb 12 09:15:30 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Tue, 12 Feb 2002 15:15:30 +0100
Subject: [rt-users] Wrong Variable Substitution in Template
Message-ID: <3C692382.AF62DA63@hamburg.fcb.com>

Hello,

in a new RT installation, I have the following problem: 

I have created a Scrip (OnResolve NotifyRequestor Resolved-deu). 
Now, if the Template includes the Ticket Subject via
{$Transaction->Subject || {$Ticket->Subject} || "(No subject given)"},
as in the Transaction template, the system substitutes this wit
HASH(0Xxxxxxx) instead of the Subject (which is reflected correclty in
the Mail's subject, by the way). 

Obviously, I've broken something. I would be thankful if someone had an
idea how to fix this and would like to share it.

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



From bruce_campbell at ripe.net  Tue Feb 12 10:05:24 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 12 Feb 2002 16:05:24 +0100 (CET)
Subject: [rt-users] where am I going wrong?
In-Reply-To: <02Feb12.132924est.115202@gateway.al.com.au>
Message-ID: <Pine.LNX.4.44.0202121600050.10915-100000@x22.ripe.net>

On Tue, 12 Feb 2002, Dane Rapaport wrote:

> When I send an email to  trial at rt.mydomain.com  I get no ticket creation
> nor any response.
> When I send an email to trial at bob.mydomain.com I get no ticket creation
> nor any response.

[snip much setup which appears to be correct]

In all probability your $MailCommand is not functioning correctly.  If you
are using 'sendmailpipe', check that $SendmailPath is defined correctly,
and that '-t' is present in $SendmailArguments.

If you are using 'sendmail', make sure that Mail::Send is known to work on
your host (or try 'sendmailpipe'), and that '-t' is _not_ present in
$SendmailArguments.

Finally, turning on excessive debug via "$LogToFile = 'debug';" will also
help.


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




From bruce_campbell at ripe.net  Tue Feb 12 10:07:43 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 12 Feb 2002 16:07:43 +0100 (CET)
Subject: [rt-users] Wrong Variable Substitution in Template
In-Reply-To: <3C692382.AF62DA63@hamburg.fcb.com>
Message-ID: <Pine.LNX.4.44.0202121606140.10915-100000@x22.ripe.net>

On Tue, 12 Feb 2002, Harald Wagener wrote:

> I have created a Scrip (OnResolve NotifyRequestor Resolved-deu).
> Now, if the Template includes the Ticket Subject via
> {$Transaction->Subject || {$Ticket->Subject} || "(No subject given)"},

Try:

  { $Transaction->Subject || $Ticket->Subject || "(No subject given)" }

The '{' and '}' characters in the templates define code escapes, and
terminating one prematurely is bad juju ;)

Regards,

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




From bruce_campbell at ripe.net  Tue Feb 12 10:14:02 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 12 Feb 2002 16:14:02 +0100 (CET)
Subject: [rt-users] why the owner of the ticket is nobody and not the
 requestor
In-Reply-To: <3C68F159.3E2D5D9B@cti-paysloire.cnamts.fr>
Message-ID: <Pine.LNX.4.44.0202121609040.10915-100000@x22.ripe.net>

On Tue, 12 Feb 2002, LEBRETON Philippe wrote:

> how i can change automatically the owner when i create a tickets.
> I want that the owner is te requestor end not nobody.

The default is to assume that a given RT queue is open to anyone, thus the
creator of the ticket (the requestor) is, quite likely, not the person who
will be dealing with the ticket (a possible owner).

Assuming that you have an internal queue where the only people who can
create tickets are also the people who can own tickets, then you could
define a Scrip to change the ownership of a ticket to the owner.

Regards,


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




From bruce_campbell at ripe.net  Tue Feb 12 10:19:48 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 12 Feb 2002 16:19:48 +0100 (CET)
Subject: [rt-users] Customizing Create Ticket Forms
In-Reply-To: <20020211230014.E4818-100000@zeus>
Message-ID: <Pine.LNX.4.44.0202121614360.10915-100000@x22.ripe.net>

On Mon, 11 Feb 2002, Jaime Kikpole wrote:

> On Mon, 11 Feb 2002, Raymaker, Dora wrote:
> > I need to be able to create custom ticket forms: forms with fields that are
> > not available in the default ticket entry form.  For example, a drop down
>
> 	How does one make *any* custom forms with RT?  I've gotten used to
> most of its basic web interface features, but I've not gotten used to all

Quite simply, by writing your own pages and copying to the appropriate
place in the WebRT/html tree.  For some curious reason, a lot of working
example pages are already provided for you, including authentication to
the RT system ;)

Firstly, think about what you want to do, and the RT variables that you
need to do it.  Have a close look through the examples, and especially
read through the HTML::Mason perldoc.  Any custom pages that you create
will be Mason's bastardised mixture of HTML and perl code, which works out
extremely well.

Regards,

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




From hwagener at hamburg.fcb.com  Tue Feb 12 10:29:15 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Tue, 12 Feb 2002 16:29:15 +0100
Subject: [rt-users] Wrong Variable Substitution in Template
References: <Pine.LNX.4.44.0202121606140.10915-100000@x22.ripe.net>
Message-ID: <3C6934CB.221E09F2@hamburg.fcb.com>

Bruce Campbell wrote:
> 
> On Tue, 12 Feb 2002, Harald Wagener wrote:
> 
> > I have created a Scrip (OnResolve NotifyRequestor Resolved-deu).
> > Now, if the Template includes the Ticket Subject via
> > {$Transaction->Subject || {$Ticket->Subject} || "(No subject given)"},
> 
> Try:
> 
>   { $Transaction->Subject || $Ticket->Subject || "(No subject given)" }
> 
> The '{' and '}' characters in the templates define code escapes, and
> terminating one prematurely is bad juju ;)
> 
> Regards,
> 

Thanks Bruce. But in RT 2.0.11 the braces around $Ticket->Subject are
standard in the Transaction Template, so this might be an error in the
distribution. Unfortunately I cannot test if Your correction Does It(tm)
for me, because the mail feature broke[1] while I moved from home to
work )-:

Regards,
	Harald


[1] a.k.a. 'I dinna change no thing!'
-- 
Harald Wagener      |                           Systemadministrator 
FCB/Wilkens GmbH    |                         Tel.:+49-40-2881-1252 
An der Alster 42    |                         Fax.:+49-40-2881-1263 
20099 Hamburg       |                    http://www.fcb-wilkens.com



From bruce_campbell at ripe.net  Tue Feb 12 11:21:14 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 12 Feb 2002 17:21:14 +0100 (CET)
Subject: [rt-users] Wrong Variable Substitution in Template
In-Reply-To: <3C6934CB.221E09F2@hamburg.fcb.com>
Message-ID: <Pine.LNX.4.44.0202121714590.10915-100000@x22.ripe.net>

On Tue, 12 Feb 2002, Harald Wagener wrote:

> Thanks Bruce. But in RT 2.0.11 the braces around $Ticket->Subject are
> standard in the Transaction Template, so this might be an error in the
> distribution. Unfortunately I cannot test if Your correction Does It(tm)

Ah.  Revision 1.4 of rt/tools/insertdata has the erronous '{}'s in the
Transaction Template, but Revision 1.5 has the corrected version.
Unfortunately(tm), 1.4 is tagged as rt-2-0-11.

Your fun bash one-liner for the moment is:

	prev="" ; for rev in `cvs log insertdata | grep ^revision | cut -d
	' ' -f 2` ; do if [ "$prev" -a "$rev" ] ; then echo "$rev ->
	$prev" ; cvs diff -r$rev -r$prev insertdata ; fi ; prev="$rev" ;
	done | less

Regards,

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




From jkikpole at cairodurham.org  Tue Feb 12 11:24:45 2002
From: jkikpole at cairodurham.org (Jaime Kikpole)
Date: Tue, 12 Feb 2002 11:24:45 -0500 (EST)
Subject: [rt-users] Customizing Create Ticket Forms
In-Reply-To: <Pine.LNX.4.44.0202121614360.10915-100000@x22.ripe.net>
Message-ID: <20020212112059.H15054-100000@zeus>

On Tue, 12 Feb 2002, Bruce Campbell wrote:
> Quite simply, by writing your own pages and copying to the appropriate
> place in the WebRT/html tree.  For some curious reason, a lot of working
> example pages are already provided for you, including authentication to
> the RT system ;)

	OK, OK, you got me there.  I just don't have enough time to do the
tasks that the boss(es) put on me, let alone my actual job description.
So I was hoping for something more than just "read the code and figure it
out."  :)

	Are there any special cases that I should know about?  For
example, I'm assuming that /NoAuth/* is for the pages that don't require a
login process.  Is that correct?

	What about any special variables or techniques?  For example, if
someone asked me how to add a module to TWIG, I'd tell them to make a
directory in features/ named after thier module, to put the main menu
entry into config/mainmenu.inc.php3, etc.

	Thanks in advance for any pointers.

							Off to read code,
							Jaime

--
Network Administrator
Cairo-Durham Central School District




From Daniel.Schwager at dtnet.de  Tue Feb 12 11:24:39 2002
From: Daniel.Schwager at dtnet.de (Daniel Schwager)
Date: Tue, 12 Feb 2002 17:24:39 +0100
Subject: [rt-users] Action "NotifyDispatcher"
Message-ID: <3C6941C7.68AD00D8@dtnet.de>

Hi together, 

i wrote an simple action "NotifyDispatcher" helping me 
to map our company-prozess to RT2. The insert-scripts
and the Perl-Module are attached.

Here the README:

<-------------------- snips -------------------->

Hello,

i developed a simple action called "NotifyDispatcher" which should
notitfy an additional group of people by sending an email to 
<queuename>-Dispatcher at localhost

Example scrips:
          OnCreate      NotifyDispatcher        with template AdminCorrespondence

This scrips sends an email to <queue-name>-Dispatcher at localhost. In /etc/aliases
you can define an entry for the persons should getting this email.

We use this scrip-line to inform all our supporters about new tickets without
using the AdminCC-function as a global Queue-Watcher. In our "Best-Practice" 
the AdminCC's are supporters helping the owner solving the ticket. So, nobody
has to look the whole day in the WEB-Frontend for new tickets and after
arrival all supporters are able to comment/reply this ticket (without beeing owner)

I'm not an RT2 developer - so i know, that's a quick hack (but it work's ;-)
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Hello,

i developed a simple action called "NotifyDispatcher" which should
notitfy an additional Group of people by sending an email to 
<queuename>-Dispatcher at localhost

Example scrips:
          OnCreate 	NotifyDispatcher	with template AdminCorrespondence

This scrips sends an email to <queue-name>-Dispatcher at localhost. In /etc/aliases
you can define an entry for the persons should getting this email.

We use this scrip-line to inform all our supporters about new tickets without
using the AdminCC-function as a global Queue-Watcher. In our "Best-Practice" 
the AdminCC's are supporters helping the Owner solving the ticket. So, nobody
has to look the whole day in the web-Frontend for new tickets and after
arrival all supporters are able to comment/reply this ticket (without beeing owner)

I'm not an RT2 developer - so i know, that's a quick hack (but it work's ;-)

Greets

Daniel Schwager






---------------------------------------------
CHANGES:

- 12.2.2002 - danny at dtnet.de
	- Init Version

---------------------------------------------
BUGS:

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From hwagener at hamburg.fcb.com  Tue Feb 12 12:02:35 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Tue, 12 Feb 2002 18:02:35 +0100
Subject: [rt-users] Customizing Create Ticket Forms
References: <20020212112059.H15054-100000@zeus>
Message-ID: <3C694AAB.C32BC669@hamburg.fcb.com>

Jaime Kikpole wrote:
> 
> On Tue, 12 Feb 2002, Bruce Campbell wrote:
> > Quite simply, by writing your own pages and copying to the appropriate
> > place in the WebRT/html tree.  For some curious reason, a lot of working
> > example pages are already provided for you, including authentication to
> > the RT system ;)
> 
>         OK, OK, you got me there.  I just don't have enough time to do the
> tasks that the boss(es) put on me, let alone my actual job description.
> So I was hoping for something more than just "read the code and figure it
> out."  :)
> 
>         Are there any special cases that I should know about?  For
> example, I'm assuming that /NoAuth/* is for the pages that don't require a
> login process.  Is that correct?

Yes. Actually, there is a directory local/html in Your /path/to/rt2/,
where You can put Your adapted pages. These will be used instead of the
Mason Elements and Pages in /path/to/rt2/html/ and it's sub directories
if they do have the same name and path from there on. So If You have
/path/to/rt2/html/WebRT/index.html and want to change it, You put Your
adapted version into /path/to/rt2/local/html/WebRT/index.html . Same for
Elements and stuff. Now, these aren't Your typical web pages, but they
are 'enriched' with Mason stuff, which You'll recognize by either being
included in tags starting with an ampersand <& .. &>. These are Elements
which will be included, and possibly some attributes will be set as
well.
i.e., 
<& /Elements/TitleBoxStart, title => 'Example', color => '#000000' &> 

will draw the beginning of a Box with the text 'Example' on a black bar. 

Then there might be blocks encased in <%INIT> statements. In these, some
perl code can be specified. I didn't do much about this. But You could
try to modify /Elements/Tabs (respective to
/path/to/rt2/local/html/WebRT that is) to only show the Configuration
link only when Admin users are logged in. It would be like this: 

<%INIT>
my ($tab, $action);
my $toptabs = {    A => { title => 'Mein RT',
                           path => '',
                         },
                    B => { title => 'Suche',
                        path => 'Search/Listing.html'
                      },
 
 
 
                    D => { title => 'Konfiguration',
                           path => 'Admin/'
                         }
                 };
 
 
my $topactions = {
        A => { html => $m->scomp('/Elements/CreateTicket')
                },
        B => { html => $m->scomp('/Elements/GotoTicket')
                }
        };
 
unless ($session{'CurrentUser'}->HasSystemRight('AdminUsers')) {
 
 
$toptabs = {    A => { title => 'Startseite',
                           path => '',
                         }
                 };
};
 
</%INIT>

(this is just an example of an evil hack, a cleaner version is easy to
be found)

Then there is <%ARGS></%ARGS>, in which default values for the arguments
which You intend to manipulate on that page/within that Element are
initialised with reasonable values like undef or "none".

Variables can be inserted into the HTML code if  You enclode them in
percent tags like this:

 <% $toptabs->{$tab}->{'title'}%>

Perl code can be embedded by preceding a given line with a percent sign:

% if ($subtabs_scalar) { #this is perl
<% $subtabs_scalar |n%>  <!-- this is a variable embedded into HTML -->
% }			//this is perl
<B> Some Text <!-- this is HTML --> </B>

Better, correct, and more readable examples is all of the stuff found in
/path/to/rt2/html/WebRT/. There are also some man pages on rt stuff.
Just add /path/to/rt2/man to Your $MANPATH and You're set to read stuff
about RT, RT::CurrentUser and a slew of other things. Beware: These man
pages may be outdated, so You know.

If You need to know more, just google for stuff about Mason, and have a
close look at RT - it should be all You need. A german computer magazine
(iX) had an article about Mason in it's february issue, so if You know
enough german, You can have a look at their web site (they publish some
of their articles online, without any registration - the article can be
found at http://www.heise.de/ix/artikel/2002/02/128/).

Regards,
	Harald



>         What about any special variables or techniques?  For example, if
> someone asked me how to add a module to TWIG, I'd tell them to make a
> directory in features/ named after thier module, to put the main menu
> entry into config/mainmenu.inc.php3, etc.
> 
>         Thanks in advance for any pointers.
> 
>                                                         Off to read code,
>                                                         Jaime
> 

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



From hwagener at hamburg.fcb.com  Tue Feb 12 12:06:40 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Tue, 12 Feb 2002 18:06:40 +0100
Subject: [rt-users] Wrong Variable Substitution in Template
References: <Pine.LNX.4.44.0202121714590.10915-100000@x22.ripe.net>
Message-ID: <3C694BA0.25E3CCCC@hamburg.fcb.com>

Bruce Campbell wrote:

[snip]

> Ah.  Revision 1.4 of rt/tools/insertdata has the erronous '{}'s in the
> Transaction Template, but Revision 1.5 has the corrected version.
> Unfortunately(tm), 1.4 is tagged as rt-2-0-11.

Thank You! 
 
> Your fun bash one-liner for the moment is:
> 
>         prev="" ; for rev in `cvs log insertdata | grep ^revision | cut -d
>         ' ' -f 2` ; do if [ "$prev" -a "$rev" ] ; then echo "$rev ->
>         $prev" ; cvs diff -r$rev -r$prev insertdata ; fi ; prev="$rev" ;
>         done | less

To call this a one liner might be a stretch of reality (-: . I assume I
should have cvs set up correctly before trying this, yes?
 
Regards,
	Harald

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



From bruce_campbell at ripe.net  Tue Feb 12 12:10:45 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 12 Feb 2002 18:10:45 +0100 (CET)
Subject: [rt-users] Wrong Variable Substitution in Template
In-Reply-To: <3C694BA0.25E3CCCC@hamburg.fcb.com>
Message-ID: <Pine.LNX.4.44.0202121809530.10915-100000@x22.ripe.net>

On Tue, 12 Feb 2002, Harald Wagener wrote:

> Thank You!
>
> > Your fun bash one-liner for the moment is:
> >
> >         prev="" ; for rev in `cvs log insertdata | grep ^revision | cut -d
> >         ' ' -f 2` ; do if [ "$prev" -a "$rev" ] ; then echo "$rev ->
> >         $prev" ; cvs diff -r$rev -r$prev insertdata ; fi ; prev="$rev" ;
> >         done | less
>
> To call this a one liner might be a stretch of reality (-: . I assume I
> should have cvs set up correctly before trying this, yes?

urm, no, it was just my little quick script to check my local copy of the
RT CVS tree for where the error crept in.  Apart from that, it has no
relevance on your problem.


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




From Grega.Milcinski at ijs.si  Tue Feb 12 12:36:05 2002
From: Grega.Milcinski at ijs.si (Grega Milcinski)
Date: Tue, 12 Feb 2002 18:36:05 +0100 (CET)
Subject: [rt-users] script
Message-ID: <Pine.LNX.4.21.0202121834350.1450-100000@kgb.ijs.si>

Can I write script, which adds Owner to AdminCC list?

And how do I add condition OnChangeOwner or something that?

Regards, Grega

     




From scott at xs4all.nl  Tue Feb 12 13:29:07 2002
From: scott at xs4all.nl (Scott A. McIntyre)
Date: Tue, 12 Feb 2002 19:29:07 +0100
Subject: [rt-users] Bouncing or Forwarding Tickets.
Message-ID: <20020212182906.GB32398@xs4all.nl>

Hi,

One of my queues has a group with group rights assigned which permit
anyone in that group to muck about with tickets within the queue.  However,
someone within that group has asked if it were possible to "bounce" the
ticket from the Web interface directly to his email inbox; in essence,
if he wants the ticked assigned to him specifically, then as soon as it
is assigned to him he wants to only work through the email interface,
and not the Web.  At present, if he's not specifically listed as a
Watcher he will never receive a copy of the ticket OnCreate (yes, we
could use aliases to accomplish this, with the alias as a Watcher,
but...)

I've got the add-on for ticket stealing installed, but that's not quite
the same thing...what he'd like is the ability to re-send or bounce the
entire ticket to him as if he were a watcher, but only for that ticket.

What's the best way of accomplishing this?   The alias as watcher?  A
Scrip?  Something I'm not thinking of?

Thanks,

Scott




From mark.a.swayne at xo.com  Tue Feb 12 14:21:09 2002
From: mark.a.swayne at xo.com (Swayne, Mark A)
Date: Tue, 12 Feb 2002 13:21:09 -0600
Subject: [rt-users] Queue Costumization
Message-ID: <45EDA71CFF25D411A2E400508B6FC52A05E661BC@orportexch1.internal.nextlink.net>

I'm trying to configure a queue to handle trouble tickets for my company.
The thing is we have many custom applications that are identified internally
by an application code (like 1234ABCD), this needs to be tied to an account
manager and client, which should be autopopulated in the ticket.

How can I achieve this with RT?  It looks like everything else I need to do
to keep the suits happy and save us from remedy is doable.

I assume that I want to start by adding a table to the db, something like
tblApplication, with fields AppID, AcctManager, Client.  Then I should also
create an interface for managing this info and put it in html/local.

How do I plug this work into RT?

Even knowing what APIs to study would help speed my task up.



From alesh at opensource-technologies.com  Tue Feb 12 14:31:03 2002
From: alesh at opensource-technologies.com (alesh at opensource-technologies.com)
Date: Tue, 12 Feb 2002 20:31:03 +0100 (CET)
Subject: [rt-users] script
In-Reply-To: <Pine.LNX.4.21.0202121834350.1450-100000@kgb.ijs.si>
Message-ID: <Pine.LNX.4.44.0202122024040.26730-100000@pleiades.domenca.com>

Sure you can write your own script :-) Try to explain more precisely
what your trying to achive.

For the OnChangeOwner look in the contrib dir on RT's web site:
http://www.fsck.com/pub/rt/contrib/2.0/OwnerChange/
http://www.fsck.com/pub/rt/contrib/2.0/NotifyOldOwner/

Regards,
Alesh Mustar
opensource-technologies.com


On Tue, 12 Feb 2002, Grega Milcinski wrote:

> Date: Tue, 12 Feb 2002 18:36:05 +0100 (CET)
> From: Grega Milcinski <Grega.Milcinski at ijs.si>
> To: rt-users at lists.fsck.com
> Subject: [rt-users] script
>
> Can I write script, which adds Owner to AdminCC list?
>
> And how do I add condition OnChangeOwner or something that?
>
> Regards, Grega
>
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From jkikpole at cairodurham.org  Tue Feb 12 15:18:22 2002
From: jkikpole at cairodurham.org (Jaime Kikpole)
Date: Tue, 12 Feb 2002 15:18:22 -0500 (EST)
Subject: [rt-users] Accessing a user's tickets
Message-ID: <20020212151128.H21384-100000@zeus>

	Thanks to the tips I was given today, I'm starting to understand
RT's code a bit.  I am trying to list one user's tickets and think that
I've gotten a good deal of the way there.  I've based it off of the
/Elements/MyTickets file.  I don't know how to modify the following lines
to not use the login session data, though:

$MyTickets = new RT::Tickets ($session{'CurrentUser'});
$MyTickets->LimitOwner(VALUE => $session{'CurrentUser'}->Id);

	I've tried a few guesses, but they didn't work.  They did show me
that $session{'CurrentUser'} is a hash of data, but I don't know its
format or how to feed it a specific user.  Can anyone offer a pointer?

						Thanks in advance,
						Jaime

--
Network Administrator
Cairo-Durham Central School District




From rt2trouble at morben.ca  Tue Feb 12 15:48:01 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Tue, 12 Feb 2002 12:48:01 -0800
Subject: [rt-users] Anyone get Stock Answers addon working?
Message-ID: <200202122045.g1CKjrF08071@bytebox.pacificcoast.net>

This seems like such an easy addon but I get a permissions error when I click 
on any of the stock answers in the pop-up window. Does anyone have this addon 
working or know what permissions need to be change in order to make it work?

Thanks!



From per at gathering.org  Tue Feb 12 17:24:58 2002
From: per at gathering.org (Per Kristiansen)
Date: Tue, 12 Feb 2002 23:24:58 +0100
Subject: [rt-users] Anyone get Stock Answers addon working?
In-Reply-To: <200202122045.g1CKjrF08071@bytebox.pacificcoast.net>; from rt2trouble@morben.ca on Tue, Feb 12, 2002 at 12:48:01PM -0800
References: <200202122045.g1CKjrF08071@bytebox.pacificcoast.net>
Message-ID: <20020212232458.Z14105@gathering.org>

It works...:)..
just make sure tthat the your web user/web group has read access to the template directories.
Personally, I removed the separate window and added the mod in the reply window.

On Tue, Feb 12, 2002 at 12:48:01PM -0800, RT2 Troubles wrote:
> This seems like such an easy addon but I get a permissions error when I click 
> on any of the stock answers in the pop-up window. Does anyone have this addon 
> working or know what permissions need to be change in order to make it work?
> 
> Thanks!
> 
> _______________________________________________
> rt-users mailing list
> rt-usersOlists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

-- 
Per Kristiansen
per at gathering.org




From samj at samj.net  Tue Feb 12 11:24:25 2002
From: samj at samj.net (Sam Johnston)
Date: Wed, 13 Feb 2002 03:24:25 +1100
Subject: [rt-users] Queues?
Message-ID: <3C6941B9.8080007@samj.net>

Hello all,

I've just finished setting up RT2 and am most impressed. I'm not sure 
how best to set up my queues though... I currently have a handful of 
clients I provide support for and have set up a queue for a couple of 
them Then I noticed in the documentation an example with 'Accounts', 
'NOC', 'Support', and figured perhaps I'm on the wrong track? I can 
fairly reliably determine the client name from the domain name of the 
requestor, or better yet, the email address they sent it to (ie 
support at client1.com, support at client2.com, which each forward to 
different aliases on the RT machine running qmail), so perhaps using 
queues for them is overkill? Also there would ideally only be a small 
handful of open tickets on each client at any given time. Do people 
supporting multiple clients/sites use different queues for each? If not, 
what is used instead?

I'm starting to think my queues should look something like:

Support
Accounts
Access
Hosting
DomainNames

etc.

Some feedback from RT users would be great - I'd rather not have to go 
back and fix this later.

Sam





From awfief at usg.tufts.edu  Tue Feb 12 17:55:27 2002
From: awfief at usg.tufts.edu (Sheeri Kritzer)
Date: Tue, 12 Feb 2002 17:55:27 -0500 (EST)
Subject: [rt-users] enhanced-mailgate and pgp?
Message-ID: <Pine.LNX.4.33.0202121753240.2412-100000@prickpunch.usg.tufts.edu>

Heya,

the README for the enhanced-mailgate says that, for the enhanced mailgate 
to work, "you need to configure gpg's keyring for the user the mailgate 
runs as with the public keys of all your technical folks."

and users need to "ign your messages with standard PGP/MIME signatures."

I have 2 questions.  1)  the enhanced-mailgate is a perl script.  Where 
does it go?  2)  do I need to worry about the pgp stuff?  can't I just 
deal with it the way it is?  Or do I have to make everyone in my dept 
start signing their messages now?

thanx,

-- 
Sheeri Kritzer
Systems Administrator
University Systems Group
Tufts University
617-627-3925
sheeri.kritzer at tufts.edu




From rich at lafferty.ca  Fri Feb  8 23:29:54 2002
From: rich at lafferty.ca (Rich Lafferty)
Date: Fri, 8 Feb 2002 23:29:54 -0500
Subject: [rt-users] RT, Apache and PHP
In-Reply-To: <200202090048.g190mTKI011247@fishy.sockeye.com>; from bgeraldo@sockeye.com on Fri, Feb 08, 2002 at 07:48:30PM -0500
References: <200202090048.g190mTKI011247@fishy.sockeye.com>
Message-ID: <20020208232953.A17536@lafferty.ca>

On Fri, Feb 08, 2002 at 07:48:30PM -0500, Bolivar Geraldo (bgeraldo at sockeye.com) wrote:
> I'm running the RT 2.0.11
> 
> I have installed PHP4 on the server that is running my company's RT
> instance, but I'm having trouble getting Apache to parse .php files.
> When I comment the following out of my httpd.conf, everything works
> fine:
> 
> PerlModule Apache::DBI
> PerlFreshRestart On
> PerlRequire /opt/rt2/bin/webmux.pl
> <Location />
>  SetHandler perl-script
>  PerlHandler RT::Mason
> </Location>
> 
> When I put it back in, I get asked to download the .php file instead of
> parsing it. Can anyone tell me what exactly the code above does and/or
> if there is a way around this?

That <Location> block says to use the handler perl-script for
everything under "/". Probably not what you want, but I'm not sure
where the PHP-related stuff might reside to tell you how to fix it.

  -Rich

-- 
Rich Lafferty --------------+-----------------------------------------------
 Ottawa, Ontario, Canada    |  Save the Pacific Northwest Tree Octopus!
 http://www.lafferty.ca/    |    http://zapatopi.net/treeoctopus.html
rich at lafferty.ca -----------+-----------------------------------------------



From dlc at users.sourceforge.net  Sun Feb 10 11:03:03 2002
From: dlc at users.sourceforge.net (darren chamberlain)
Date: Sun, 10 Feb 2002 11:03:03 -0500
Subject: [rt-users] RT, Apache and PHP
In-Reply-To: <200202090048.g190mTKI011247@fishy.sockeye.com>
References: <200202090048.g190mTKI011247@fishy.sockeye.com>
Message-ID: <20020210160303.GA25888@boston.com>

Bolivar Geraldo <bgeraldo at sockeye.com> said something to this effect on 02/08/2002:
> When I put it back in, I get asked to download the .php file
> instead of parsing it. Can anyone tell me what exactly the code
> above does and/or if there is a way around this?

Modify webmux.pl to decline to handle .php files, like so:

  return DECLINED if $r->uri =~ /\.phps?$/;

Add it right after the call to RT::Init().

<rant>
  As an aside, I have a fundamental problem with HTML::Mason's
  assumptions that it will be handling *everything*; a better
  approach that the <Location /> nonsense would be the
  <FileMatch "*\.html$"> approach (or whatever your Mason-handled
  components are named), so that you don't run into these issues.
  One of the first lines of every HTML::Mason handler method is
  *always* "return DECLINED unless $i_want_to_handle_this_type",
  which defeats the whole purpose of Apache's TypeChecking phase.
</rant>

(darren)

-- 
Don't be ashamed to say what you are not ashamed to think.



From danny at dtnet.de  Sat Feb  9 11:58:42 2002
From: danny at dtnet.de (Daniel Schwager)
Date: Sat, 9 Feb 2002 17:58:42 +0100
Subject: [rt-users] Reverse Order (date) in history
Message-ID: <20020209175842.A11939@master.dtnet.de>

Hi,

did somebody patched the RT2 code (2-0-11) to
show the hostory in a reverse order (means
the last Change is on the beginning of the history,
the creation of of the ticket is the last entry of
the history) ??

I think, i have to change 
	/opt/rt2/WebRT/html/Ticket/Elements/ShowHistory 
but i don't know the internal data structure ....

Maybe somebody give me a hint?

Merci
Danny


-- 
------------------------------------------------------------
DT Netsolution GmbH -  Talaeckerstr. 30 -  D-70437 Stuttgart
Tel: +49-711-849910-32               Fax: +49-711-849910-932
WEB: http://www.dtnet.de/           email: schwager at dtnet.de    




From schwager at dtnet.de  Sun Feb 10 13:11:44 2002
From: schwager at dtnet.de (Daniel Schwager)
Date: Sun, 10 Feb 2002 19:11:44 +0100
Subject: [rt-users] Reverse (date) order in Ticket History
Message-ID: <013b01c1b25e$6621ddd0$acb609d4@hommy>

Hi,

did somebody patched the RT2 code (2-0-11) to
show the hostory in a reverse order (means
the last Change is on the beginning of the history,
the creation of of the ticket is the last entry of
the history) ??

I think, i have to change 
/opt/rt2/WebRT/html/Ticket/Elements/ShowHistory 
but i don't know the internal data structure ....

Maybe somebody give me a hint?

Merci
Danny



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From gregs at Intellstat.com  Tue Feb 12 18:29:18 2002
From: gregs at Intellstat.com (Greg Smythe)
Date: Tue, 12 Feb 2002 15:29:18 -0800
Subject: [rt-users] RT, Apache and PHP
Message-ID: <41257DB9CD3CD311BE92006008A52B2554FDB9@mail.intellstat.com>

Check your httpd.conf and make sure the line "AddType
application/x-httpd-php .php" isn't commented out....




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




-----Original Message-----
From: Rich Lafferty [mailto:rich at lafferty.ca] 
Sent: Friday, February 08, 2002 8:30 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] RT, Apache and PHP


On Fri, Feb 08, 2002 at 07:48:30PM -0500, Bolivar Geraldo
(bgeraldo at sockeye.com) wrote:
> I'm running the RT 2.0.11
> 
> I have installed PHP4 on the server that is running my company's RT
> instance, but I'm having trouble getting Apache to parse .php files.
> When I comment the following out of my httpd.conf, everything works
> fine:
> 
> PerlModule Apache::DBI
> PerlFreshRestart On
> PerlRequire /opt/rt2/bin/webmux.pl
> <Location />
>  SetHandler perl-script
>  PerlHandler RT::Mason
> </Location>
> 
> When I put it back in, I get asked to download the .php file instead of
> parsing it. Can anyone tell me what exactly the code above does and/or
> if there is a way around this?

That <Location> block says to use the handler perl-script for
everything under "/". Probably not what you want, but I'm not sure
where the PHP-related stuff might reside to tell you how to fix it.

  -Rich

-- 
Rich Lafferty --------------+-----------------------------------------------
 Ottawa, Ontario, Canada    |  Save the Pacific Northwest Tree Octopus!
 http://www.lafferty.ca/    |    http://zapatopi.net/treeoctopus.html
rich at lafferty.ca -----------+-----------------------------------------------

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



From mdisney at ecdev.fedex.com  Tue Feb 12 18:37:46 2002
From: mdisney at ecdev.fedex.com (Matt Disney)
Date: Tue, 12 Feb 2002 17:37:46 -0600
Subject: [rt-users] RT, Apache and PHP 
In-Reply-To: <20020208232953.A17536@lafferty.ca> 
References: <200202090048.g190mTKI011247@fishy.sockeye.com> 
 <20020208232953.A17536@lafferty.ca>
Message-ID: <200202122337.g1CNbKN13432@nfsb.ecdev.fedex.com>

Actually, if you change the "SetHandler" line to :

AddHandler perl-script .html

That will fix the problem. It will only make Mason handle html files,
not PHP files. 

Does anyone know of anything else this breaks? Maybe it should be like
this in the docs and the README?

Matt

Rich Lafferty writes:
>On Fri, Feb 08, 2002 at 07:48:30PM -0500, Bolivar Geraldo (bgeraldo at sockeye.co
>m) wrote:
>> I'm running the RT 2.0.11
>> 
>> I have installed PHP4 on the server that is running my company's RT
>> instance, but I'm having trouble getting Apache to parse .php files.
>> When I comment the following out of my httpd.conf, everything works
>> fine:
>> 
>> PerlModule Apache::DBI
>> PerlFreshRestart On
>> PerlRequire /opt/rt2/bin/webmux.pl
>> <Location />
>>  SetHandler perl-script
>>  PerlHandler RT::Mason
>> </Location>
>> 
>> When I put it back in, I get asked to download the .php file instead of
>> parsing it. Can anyone tell me what exactly the code above does and/or
>> if there is a way around this?
>
>That <Location> block says to use the handler perl-script for
>everything under "/". Probably not what you want, but I'm not sure
>where the PHP-related stuff might reside to tell you how to fix it.
>
>  -Rich
>
>-- 
>Rich Lafferty --------------+-----------------------------------------------
> Ottawa, Ontario, Canada    |  Save the Pacific Northwest Tree Octopus!
> http://www.lafferty.ca/    |    http://zapatopi.net/treeoctopus.html
>rich at lafferty.ca -----------+-----------------------------------------------
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>





From purp at wildbrain.com  Tue Feb 12 19:11:37 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 12 Feb 2002 16:11:37 -0800
Subject: [rt-users] CONTRIB: Quickpicks v0.3 for WebRT
Message-ID: <1013559097.29288.116.camel@labyrinth.wildbrain.com>

Hello!

Here's a greatly improved version of Quickpicks, with the following
improvements:

* Cleaned up tremendously the nasty bookmark URLs I had in there;
  I've come to understand better how to do plaintext GET URLs with
  RT. [Note: This was easy thanks to all the work that Jesse's
  put into making RT modular and easy to understand. See
  http://www.bestpractical.com/pricelist.html for ways you can
  help RT continue to develop.]

* The "Unresolved Tickets I Requested" pick now works and got moved
  to the top as it felt like it should be near "Unrequested Tickets
  I Own"

------------------------------------------------------------------------
Quickpicks is a small WebRT element which adds a drop-down menu
containing searches and websites for easy selection. It's smart enough
(just barely ;) to open RT pages in the same window and open non-RT
pages into new windows. Only shows picks related to ticket ownership
("Unresolved Tix I Own" etc.) to privileged users; unprivileged users
see only "Unresolved Tix I Requested" and any external links you
include.

Quickpicks owes its existance to Bruce Campell's post of JumpBar
(thanks, Bruce!); that tool can be found at
http://lists.fsck.com/pipermail/rt-users/2002-January/006330.html

To add this to your RT Start Page:

* Put Quickpicks in RTHOME/WebRT/html/Elements
* chmod a+x Quickpicks
* Add these two lines to RTHOME/WebRT/html/index.html

  <& /Elements/Quickpicks &>
<BR>

... above or below these two lines:

  <& /Elements/Quicksearch &>
<BR>

You may also want to add it to your
RTHOME/WebRT/html/Search/Listing.html and other places as well.
------------------------------------------------------------------------

The great thing about being alive is learning. I've been having a great
time. =]

Cheers!

--j
-- 
Jim Meyer, Geek At Large                              purp at wildbrain.com
-------------- next part --------------
<!-- Quickpicks v0.3                                   -->
<!-- With great thanks to Bruce Campbell of RIPE       -->
<!-- Install in RTHOME/WebRT/html/Elements             -->

<& /Elements/TitleBoxStart, title => "QuickPicks" &>

<form name="qpjavaredir" style="margin-left: 2px; margin-top: 2px; margin-bottom: 2px;">
<select class="qpnullclass" name="site" size="1" onchange="if (this.options[selectedIndex].value != '') { if (this.options[selectedIndex].value.indexOf('/') == 0) {location.href = this.options[selectedIndex].value} else {window.open(this.options[selectedIndex].value)} ; this.selectedIndex = 0 }" style="width: 110px;">
<option value="">Choose one ...</option>
<option value="">---------</option>
<option value="/Search/Listing.html?ValueOfRequestor=<%$session{'CurrentUser'}->EmailAddress%>&ValueOfStatus=stalled&ValueOfStatus=open&ValueOfStatus=new&StatusOp=%3D&RequestorOp=%3D&RowsPerPage=50&NewSearch=1">&nbsp; Unresolved Tickets I Requested</option>
% if ($session{'CurrentUser'}->Privileged()) {
<option value="/Search/Listing.html?ValueOfOwner=<%$session{'CurrentUser'}->Id%>&ValueOfStatus=stalled&ValueOfStatus=open&ValueOfStatus=new&StatusOp=%3D&OwnerOp=%3D&RowsPerPage=50&NewSearch=1">&nbsp; Unresolved Tickets I Own</option>
<option value="/Search/Listing.html?ValueOfOwner=2&ValueOfStatus=stalled&ValueOfStatus=open&ValueOfStatus=new&StatusOp=%3D&OwnerOp=%3D&RowsPerPage=50&NewSearch=1">&nbsp; Unresolved &amp; Unowned Tickets</option>
<option value="/Search/Listing.html?ValueOfOwner=2&ValueOfStatus=stalled&ValueOfStatus=open&ValueOfStatus=new&StatusOp=%3D&OwnerOp=%3D&ValueOfQueue=helpdesk&QueueOp=%3D&RowsPerPage=50&NewSearch=1&TicketsSortBy=Owner&TicketsSortOrder=ASC">&nbsp; Unresolved Helpdesk Tickets</option>
<option value="/Search/Listing.html?ValueOfStatus=stalled&ValueOfStatus=open&ValueOfStatus=new&StatusOp=%3D&RowsPerPage=50&NewSearch=1">&nbsp; All Unresolved Tickets</option>
% }
<option value="">---------</option>
<option value="http://intra.foo.com/">&nbsp; Intranet Website</option>
<option value="http://support.foo.com/">&nbsp; Support Website</option>
<option value="">---------</option>
<option value="http://www.google.com/">&nbsp; Search Google</option>
<option value="https://bugzilla.redhat.com/bugzilla/query.cgi">&nbsp; Search Redhat's Bugzilla</option>
<option value="http://bugzilla.ximian.com/query.cgi">&nbsp; Search Ximian's Bugzilla</option>
<option value="http://www.rpmfind.net/">&nbsp; Search RPMFind</option>
</select>
</form>

<& /Elements/TitleBoxEnd &>

<%INIT>
</%INIT>

From spedersen at cspeed.com  Tue Feb 12 21:32:30 2002
From: spedersen at cspeed.com (Shannon Pedersen)
Date: Tue, 12 Feb 2002 18:32:30 -0800
Subject: [rt-users] CSS errors
Message-ID: <DC250798D1BCCC47AA4D01D96D2107C8155E7A@dcsjcalpha.cspeed.com>

I found a few discussions of this from last summer, but am curious if
other people still find it an issue.

I'm running RT2 on RH 7.1 with Perl 5.6.0.  I do have 5.6.1 installed in
another directory (CPAN forced it on me), but RT didn't work until I
linked it to the 5.6.0 directories.

Anyway, periodically the style sheet doesn't load properly in a page,
and I get errors accessing the CSS file in my access log.  Previous
discussions suggested either coding the style directly into the webpage
templates or compiling Perl 5.6.1 from source.  Considering that I
barely got RT working due to being relatively stupid about Perl as it
is, I'd rather not do the latter.  Has anyone run into any longterm
problems (i.e. upgrades, etc) by coding the style directly in the HTML?

Shannon Pedersen
 



From purp at wildbrain.com  Tue Feb 12 21:35:26 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 12 Feb 2002 18:35:26 -0800
Subject: [rt-users] Customizing Create Ticket Forms
In-Reply-To: <3C694AAB.C32BC669@hamburg.fcb.com>
References: <20020212112059.H15054-100000@zeus> 
	<3C694AAB.C32BC669@hamburg.fcb.com>
Message-ID: <1013567727.29288.149.camel@labyrinth.wildbrain.com>

On Tue, 2002-02-12 at 09:02, Harald Wagener wrote:
> Jaime Kikpole wrote:
> > So I was hoping for something more than just "read the code and figure it
> > out."  :)
> > 
> >         Are there any special cases that I should know about? 
> 
> Yes. Actually, there is a directory local/html in Your /path/to/rt2/,
> where You can put Your adapted pages. 

[omitted: the content found at
http://lists.fsck.com/pipermail/rt-users/2002-February/006694.html]

Oh wow. That was incredibly informative. Many bits in there I wish I'd
known before I got started but never tripped over in my R'g all TFM's I
could find.

Thanks!

--j
-- 
Jim Meyer, Geek At Large                              purp at wildbrain.com




From rob at myinternetplace.net  Wed Feb 13 00:58:20 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Tue, 12 Feb 2002 21:58:20 -0800
Subject: [rt-users] CONTRIB: Quickpicks v0.3 for WebRT
In-Reply-To: <1013559097.29288.116.camel@labyrinth.wildbrain.com>
References: <1013559097.29288.116.camel@labyrinth.wildbrain.com>
Message-ID: <200202122158.21693@-kmail-1.3.9>

On Tuesday 12 February 2002 16:11, Jim Meyer wrote:

> Here's a greatly improved version of Quickpicks, with the following
> improvements:

Thanks for the great module!

I _may_ have some more questions for this, but before I do, I have a question 
about one of the queries.

Here are the queries, probably with mail composer munging.

<option 
value="/Search/Listing.html?ValueOfOwner=2&ValueOfStatus=stalled&ValueOf
Status=open&ValueOfStatus=new&StatusOp=%3D&OwnerOp=%3D&ValueOfQueue=2&QueueOp=%3
D&RowsPerPage=50&NewSearch=1&TicketsSortBy=Owner&TicketsSortOrder=ASC">&nbsp; 
Un
resolved Helpdesk Tickets</option>


<option 
value="/Search/Listing.html?ValueOfStatus=stalled&ValueOfStatus=open&Val
ueOfStatus=new&StatusOp=%3D&RowsPerPage=50&NewSearch=1">&nbsp; All Unresolved 
Ti
ckets</option>

Why does the first query have a ValueOfOwner setting?  With it, the query 
returns odd things, without it, it looks like it works.

If the second query differs from the first only by the queue we are looking 
at, why are the queries so different from one another?

rob



From spedersen at cspeed.com  Wed Feb 13 03:43:28 2002
From: spedersen at cspeed.com (Shannon Pedersen)
Date: Wed, 13 Feb 2002 00:43:28 -0800
Subject: [rt-users] Problem accessing User list from Web Interface
Message-ID: <DC250798D1BCCC47AA4D01D96D2107C8155E7B@dcsjcalpha.cspeed.com>

I have a user that has all of the same privileges as the default root
user.  The root user can successfully create users and then you can load
the Admin/Users page to see the new user as well as create others.

However, the new user with the same privileges is able to create a user
(verified by checking MySQL directly) but after creating this user, I
now cannot access the users AT ALL from the Configuration page.  

The page banner loads, so I see "Admin/Users" at the top of the page, as
well as the navigational links (through Groups/Keywords/Queues/etc..)
but the rest simply does not load.  I don't get an page error, either,
it just seems to be continuously trying to load something.  I didn't
have this problem before adding the user, since obviously I was able to
get to the page to add him, so something must be up with him.  Even
while this problem occurs for the user page, I am able to successfully
load all of the other admin pages.

I've restarted httpd, mysqld, checked the logs for both and for RT, and
nothing seems amiss there.  I've also restarted my client just in case
that was the odd thing.

Has anyone seen this behaviour before?  Obviously I can get around it,
but it seems odd.

Thanks,

Shannon Pedersen



From hwagener at hamburg.fcb.com  Wed Feb 13 06:23:57 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Wed, 13 Feb 2002 12:23:57 +0100
Subject: [rt-users] Queues?
References: <3C6941B9.8080007@samj.net>
Message-ID: <3C6A4CCD.B37E322A@hamburg.fcb.com>

Sam Johnston wrote:
> 
> Hello all,
> 
> I've just finished setting up RT2 and am most impressed. I'm not sure
> how best to set up my queues though... I currently have a handful of
> clients I provide support for and have set up a queue for a couple of
> them Then I noticed in the documentation an example with 'Accounts',
> 'NOC', 'Support', and figured perhaps I'm on the wrong track? I can
> fairly reliably determine the client name from the domain name of the
> requestor, or better yet, the email address they sent it to (ie
> support at client1.com, support at client2.com, which each forward to
> different aliases on the RT machine running qmail), so perhaps using
> queues for them is overkill? Also there would ideally only be a small
> handful of open tickets on each client at any given time. Do people
> supporting multiple clients/sites use different queues for each? If not,
> what is used instead?

This is one of the great advantages of RT: Since most of the structural
elements of the system (queues, tickets, keywords, users) are pretty
generic, there is more than one way to do it(tm), perl fashion.

The most important thing is setting up a sound structure, which only
works if _You_ know what You need. For me, Queues are the semantically
biggest barrier between two types of tickets, and it?s up to Your
suppoprt structure if it's more important to divide tickets by client ot
by type of ticket (as You seem to aim).

There are some things that are not as generic or automatic as some
people sometimes wish they were, but when faced with a bill for
implementing, they most of the time get astoundingly quiet on that
matter (although I deem Jesse's pricing reasonable enough for services
on an otherwise open source royalty free generic tool). But as a matter
of fact, everything that is really needed in a request tracker will
eventually find it's way into RT.

H.

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



From hwagener at hamburg.fcb.com  Wed Feb 13 06:36:02 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Wed, 13 Feb 2002 12:36:02 +0100
Subject: [rt-users] Problem accessing User list from Web Interface
References: <DC250798D1BCCC47AA4D01D96D2107C8155E7B@dcsjcalpha.cspeed.com>
Message-ID: <3C6A4FA2.CE403245@hamburg.fcb.com>

Shannon Pedersen wrote:
> 
> I have a user that has all of the same privileges as the default root
> user.  The root user can successfully create users and then you can load
> the Admin/Users page to see the new user as well as create others.
> 
> However, the new user with the same privileges is able to create a user
> (verified by checking MySQL directly) but after creating this user, I
> now cannot access the users AT ALL from the Configuration page.

[snip]

> Has anyone seen this behaviour before?  Obviously I can get around it,
> but it seems odd.
> 
> Thanks,
> 
> Shannon Pedersen

I would guess the new user is not a global SuperUser (this is the only
right root has globally in the beginning, so this should do the trick.
It did on my last installation).

H.

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



From greg at space.cfi.co.ug  Wed Feb 13 19:47:19 2002
From: greg at space.cfi.co.ug (greg at space.cfi.co.ug)
Date: Wed, 13 Feb 2002 16:47:19 -0800 (PST)
Subject: [rt-users] browsing rt 2_0_7 on the lan
Message-ID: <Pine.LNX.4.33.0202131645480.6369-100000@space.cfi.co.ug>

Hi!

Is it possible to have rt 2_0_7 configured to run without having to set up
a virtual host in the httpd.conf file?

thanks,
----
Greg,




From bruce_campbell at ripe.net  Wed Feb 13 09:29:14 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 13 Feb 2002 15:29:14 +0100 (CET)
Subject: [rt-users] enhanced-mailgate and pgp?
In-Reply-To: <Pine.LNX.4.33.0202121753240.2412-100000@prickpunch.usg.tufts.edu>
Message-ID: <Pine.LNX.4.44.0202131527520.10915-100000@x22.ripe.net>

On Tue, 12 Feb 2002, Sheeri Kritzer wrote:

> the README for the enhanced-mailgate says that, for the enhanced mailgate
> to work, "you need to configure gpg's keyring for the user the mailgate
> runs as with the public keys of all your technical folks."
>
> and users need to "ign your messages with standard PGP/MIME signatures."
>
> I have 2 questions.  1)  the enhanced-mailgate is a perl script.  Where
> does it go?  2)  do I need to worry about the pgp stuff?  can't I just

Same place as the current mailgate, and you'll need to change your aliases
(etc) to match.

> deal with it the way it is?  Or do I have to make everyone in my dept
> start signing their messages now?

The PGP warnings are if you wish to use PGP.  As far as I know, enhanced
mailgate will work without requiring PGP.

Regards,

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




From Kendric.Beachey at garmin.com  Wed Feb 13 09:36:30 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Wed, 13 Feb 2002 08:36:30 -0600
Subject: [rt-users] enhanced-mailgate and pgp?
Message-ID: <200202131436.IAA19492@dresden.garmin.com>

> -----Original Message-----
> From: Bruce Campbell [mailto:bruce_campbell at ripe.net]
> 
> On Tue, 12 Feb 2002, Sheeri Kritzer wrote:
> 
> > the README for the enhanced-mailgate says that, for the 
> enhanced mailgate
> > to work, "you need to configure gpg's keyring for the user 
> the mailgate
> > runs as with the public keys of all your technical folks."
> >
> > and users need to "ign your messages with standard PGP/MIME 
> signatures."
> >
> > I have 2 questions.  1)  the enhanced-mailgate is a perl 
> script.  Where
> > does it go?  2)  do I need to worry about the pgp stuff?  
> can't I just
> 
> Same place as the current mailgate, and you'll need to change 
> your aliases
> (etc) to match.
> 
> > deal with it the way it is?  Or do I have to make everyone 
> in my dept
> > start signing their messages now?
> 
> The PGP warnings are if you wish to use PGP.  As far as I 
> know, enhanced
> mailgate will work without requiring PGP.


Can anyone confirm or deny Bruce's statement?

I, like Sheeri, read the above and figured it meant the enhanced mailgate
*required* the use of PGP.  The prospect of trying to get 650 people to
start using PGP was enough to put me off my dreams of using the enhanced
mailgate.  If PGP is just an option and not a necessity, I'd like to try the
thing out.
--
Kendric Beachey



From bruce_campbell at ripe.net  Wed Feb 13 09:36:56 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 13 Feb 2002 15:36:56 +0100 (CET)
Subject: [rt-users] Reverse (date) order in Ticket History
In-Reply-To: <013b01c1b25e$6621ddd0$acb609d4@hommy>
Message-ID: <Pine.LNX.4.44.0202131529380.10915-100000@x22.ripe.net>

On Sun, 10 Feb 2002, Daniel Schwager wrote:

> did somebody patched the RT2 code (2-0-11) to
> show the hostory in a reverse order (means

> I think, i have to change
> /opt/rt2/WebRT/html/Ticket/Elements/ShowHistory
> but i don't know the internal data structure ....

In the above file, you will need to add ordering to the Transactions
variable, so after:

	my $Transactions = $Ticket->Transactions;

add:

	$Transactions->OrderBy( FIELD => 'id',
				ORDER => 'DESC' );

( default ordering is ASCending )

Regards,


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




From bruce_campbell at ripe.net  Wed Feb 13 09:45:50 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 13 Feb 2002 15:45:50 +0100 (CET)
Subject: [rt-users] RT, Apache and PHP
In-Reply-To: <20020208232953.A17536@lafferty.ca>
Message-ID: <Pine.LNX.4.44.0202131539200.10915-100000@x22.ripe.net>

On Fri, 8 Feb 2002, Rich Lafferty wrote:

> On Fri, Feb 08, 2002 at 07:48:30PM -0500, Bolivar Geraldo (bgeraldo at sockeye.com) wrote:
> > I'm running the RT 2.0.11
> >
> > I have installed PHP4 on the server that is running my company's RT
> > instance, but I'm having trouble getting Apache to parse .php files.
> > When I comment the following out of my httpd.conf, everything works
> > fine:
> >
> > PerlModule Apache::DBI
> > PerlFreshRestart On
> > PerlRequire /opt/rt2/bin/webmux.pl
> > <Location />
> >  SetHandler perl-script
> >  PerlHandler RT::Mason
> > </Location>
> >
> > When I put it back in, I get asked to download the .php file instead of
> > parsing it. Can anyone tell me what exactly the code above does and/or
> > if there is a way around this?
>
> That <Location> block says to use the handler perl-script for
> everything under "/". Probably not what you want, but I'm not sure
> where the PHP-related stuff might reside to tell you how to fix it.

And there you have both the crux of, and the answer to the problem.
Simple answer is "Don't mix HTML::Mason (RT) and PHP in the same tree."

RT's default installation docs assumes that RT is the only thing running
on that (virtual) server.  It is quite possible to run it as
'http://www.example.com/rt/' instead of 'http://www.example.com/'.

To do this, change the 'Location' to read:

	<Location /rt/>

Change etc/config.pm:

	$WebPath = "/rt";

( Note that WebURL is built up of $WebBaseURL . $WebPath . "/" )

Then, change your installation such that your RT's WebRT directory matches
www.example.com/rt .

You will still have the problem of php files if they are beneath the RT
directory (which they should not be).  You should not have the problem of
php files in other places in your hierarchy.

Regards,

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




From hwagener at hamburg.fcb.com  Wed Feb 13 09:46:23 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Wed, 13 Feb 2002 15:46:23 +0100
Subject: [rt-users] enhanced-mailgate and pgp?
References: <200202131436.IAA19492@dresden.garmin.com>
Message-ID: <3C6A7C3F.8AA5174D@hamburg.fcb.com>

"Beachey, Kendric" wrote:
> 
> Can anyone confirm or deny Bruce's statement?
> 
> I, like Sheeri, read the above and figured it meant the enhanced mailgate
> *required* the use of PGP.  The prospect of trying to get 650 people to
> start using PGP was enough to put me off my dreams of using the enhanced
> mailgate.  If PGP is just an option and not a necessity, I'd like to try the
> thing out.
> --
> Kendric Beachey
> 

Well, as far as I understood, You could use the enhanced mailgate
without pgp, but then You couldn't use much of it's enhancements, except
if You allow everything to 'erveryone'. 

H.

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



From hwagener at hamburg.fcb.com  Wed Feb 13 09:47:12 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Wed, 13 Feb 2002 15:47:12 +0100
Subject: [rt-users] browsing rt 2_0_7 on the lan
References: <Pine.LNX.4.33.0202131645480.6369-100000@space.cfi.co.ug>
Message-ID: <3C6A7C70.F03B9DE@hamburg.fcb.com>

greg at space.cfi.co.ug wrote:
> 
> Hi!
> 
> Is it possible to have rt 2_0_7 configured to run without having to set up
> a virtual host in the httpd.conf file?
> 
> thanks,
> ----
> Greg,

You could make /path/to/rt2/html Your DocumentRoot. 

H.

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



From bruce_campbell at ripe.net  Wed Feb 13 09:55:07 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 13 Feb 2002 15:55:07 +0100 (CET)
Subject: [rt-users] enhanced-mailgate and pgp?
In-Reply-To: <200202131436.IAA19492@dresden.garmin.com>
Message-ID: <Pine.LNX.4.44.0202131551420.10915-100000@x22.ripe.net>

On Wed, 13 Feb 2002, Beachey, Kendric wrote:

> I, like Sheeri, read the above and figured it meant the enhanced mailgate
> *required* the use of PGP.  The prospect of trying to get 650 people to
> start using PGP was enough to put me off my dreams of using the enhanced
> mailgate.  If PGP is just an option and not a necessity, I'd like to try the
> thing out.

If you want enhanced mailgate to process the commands, you need PGP as the
code is supplied.  If you don't use PGP, it will still happily work like
regular Mailgate.

( I'll bet that our userbase that we'd love to get using PGP is
  significantly larger than 650, although thats entirely seperate to RT )

Note that the code within enhanced mailgate is fairly clean, so commenting
out the PGP-specific parts would be trivial.

Regards,

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




From darrinw at nixc.net  Wed Feb 13 09:57:11 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Wed, 13 Feb 2002 09:57:11 -0500
Subject: [rt-users] browsing rt 2_0_7 on the lan
In-Reply-To: <Pine.LNX.4.33.0202131645480.6369-100000@space.cfi.co.ug>; from greg@space.cfi.co.ug on Wed, Feb 13, 2002 at 04:47:19PM -0800
References: <Pine.LNX.4.33.0202131645480.6369-100000@space.cfi.co.ug>
Message-ID: <20020213095711.O57067@nixc.net>

  |+ Is it possible to have rt 2_0_7 configured to run without having to set up
  |+ a virtual host in the httpd.conf file?

You can have RT run as the 'default' website, per-say.  That is, not to
configure it as a virtualhost, but just in the main httpd config.  That
is what we do here, since the machine running RT does nothing else but
run the WEB front-end for RT.  The Database is on another server.

All we did in this situation was.  Set the default DocumentRoot to that
of RT:
DocumentRoot "/usr/tickets/WebRT/html"

Then added:
Perlmodule Apache::DBI
PerlRequire /usr/tickets/bin/webmux.pl
<Location />
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>





From bruce_campbell at ripe.net  Wed Feb 13 10:03:44 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 13 Feb 2002 16:03:44 +0100 (CET)
Subject: [rt-users] browsing rt 2_0_7 on the lan
In-Reply-To: <3C6A7C70.F03B9DE@hamburg.fcb.com>
Message-ID: <Pine.LNX.4.44.0202131556460.10915-100000@x22.ripe.net>

On Wed, 13 Feb 2002, Harald Wagener wrote:

> greg at space.cfi.co.ug wrote:

( I bless the rains, down in Africa )

> > Is it possible to have rt 2_0_7 configured to run without having to set up
> > a virtual host in the httpd.conf file?
>
> You could make /path/to/rt2/html Your DocumentRoot.

Note that the above will effectively make RT the only thing running on
your web server, possibly not quite what you want.  See the RT, Apache and
PHP thread for some hints on how to get portions of your active web
server's tree, and also
http://lists.fsck.com/pipermail/rt-users/2001-December/005802.html for
hints on running RT on a seperate web server on the same machine.

Regards,

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




From Daniel.Schwager at dtnet.de  Wed Feb 13 10:33:37 2002
From: Daniel.Schwager at dtnet.de (Daniel Schwager)
Date: Wed, 13 Feb 2002 16:33:37 +0100
Subject: [rt-users] Reverse (date) order in Ticket History
References: <Pine.LNX.4.44.0202131529380.10915-100000@x22.ripe.net>
Message-ID: <3C6A8751.1A7117B6@dtnet.de>

Bruce Campbell wrote:
> 
> On Sun, 10 Feb 2002, Daniel Schwager wrote:
> 
> > did somebody patched the RT2 code (2-0-11) to
> > show the hostory in a reverse order (means
> 
> > I think, i have to change
> > /opt/rt2/WebRT/html/Ticket/Elements/ShowHistory
> > but i don't know the internal data structure ....
> 
> In the above file, you will need to add ordering to the Transactions
> variable, so after:
> 
>         my $Transactions = $Ticket->Transactions;
> 
> add:
> 
>         $Transactions->OrderBy( FIELD => 'id',
>                                 ORDER => 'DESC' );
> 
> ( default ordering is ASCending )

Cool - Thank you very much !! It works great !

Tschau

Danny

-- 
------------------------------------------------------------
DT Netsolution GmbH -  Talaeckerstr. 30 -  D-70437 Stuttgart
Tel: +49-711-849910-32               Fax: +49-711-849910-932
WEB: http://www.dtnet.de/           email: schwager at dtnet.de



From Kendric.Beachey at garmin.com  Wed Feb 13 10:40:41 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Wed, 13 Feb 2002 09:40:41 -0600
Subject: [rt-users] Reverse (date) order in Ticket History
Message-ID: <200202131540.JAA05113@dresden.garmin.com>

> -----Original Message-----
> From: Bruce Campbell [mailto:bruce_campbell at ripe.net]
> 
> On Sun, 10 Feb 2002, Daniel Schwager wrote:
> 
> > did somebody patched the RT2 code (2-0-11) to
> > show the hostory in a reverse order (means
> 
> > I think, i have to change
> > /opt/rt2/WebRT/html/Ticket/Elements/ShowHistory
> > but i don't know the internal data structure ....
> 
> In the above file, you will need to add ordering to the Transactions
> variable, so after:
> 
> 	my $Transactions = $Ticket->Transactions;
> 
> add:
> 
> 	$Transactions->OrderBy( FIELD => 'id',
> 				ORDER => 'DESC' );
> 
> ( default ordering is ASCending )


Works great!  But I would like to make this happen only on certain queues.
I'm *really* new at hacking RT (as in I started 30 minutes ago), so I
haven't got this working yet.  So far I've got this:


my $Transactions = $Ticket->Transactions;

if ($Ticket->QueueObj->Name == 'webrequest')
{
        $Transactions->OrderBy (        FIELD => 'id',
                                        ORDER => 'DESC' );
}


...which reverses the history order for tickets in all queues, not just
webrequest (which was my aim).  I'm also not that whippy at perl in general,
so it's possible I've made some really doofy error.  What am I missing here?
--
Kendric Beachey



From bruce_campbell at ripe.net  Wed Feb 13 10:46:01 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 13 Feb 2002 16:46:01 +0100 (CET)
Subject: [rt-users] Queues?
In-Reply-To: <3C6941B9.8080007@samj.net>
Message-ID: <Pine.LNX.4.44.0202131635500.10915-100000@x22.ripe.net>

On Wed, 13 Feb 2002, Sam Johnston wrote:

> Some feedback from RT users would be great - I'd rather not have to go
> back and fix this later.

Use Keywords, and tag the requests with the appropriate keyword for the
client.

Your next possibly obscure problem please? ;)

Regards,

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




From steveg at lsli.com  Wed Feb 13 10:59:50 2002
From: steveg at lsli.com (Steve Greenland)
Date: Wed, 13 Feb 2002 09:59:50 -0600
Subject: [rt-users] NoAuth pages?
In-Reply-To: <20020211162352.V554-100000@zeus>; from jkikpole@cairodurham.org on Mon, Feb 11, 2002 at 04:25:37PM -0500
References: <20020211162352.V554-100000@zeus>
Message-ID: <20020213095950.A29702@lsli.com>

On Mon, Feb 11, 2002 at 04:25:37PM -0500, Jaime Kikpole wrote:
> 	I noticed that the rt.fsck.com site tracks the RT bugs in...
> well... RT.  :)  But the lists of bugs are shown without requiring a
> login.  I also noticed that this was a page stored in the NoAuth
> directory.  I can't find any documentation about how this was done.  Can
> someone point me in the right direction?  I'd love to put together a
> simple table that showed people just how darn busy I actually am.  :)

That "Buglist.html" file is also in the contrib section. Just copy it
to your own NoAuth directory, and Bingo! it won't work. :-) You need to
hack on it to customize it to your set up. You'll also need to setup the
keywords for "milestones" and "severity", or dump them from the page.

But basically, it appears to me that anything in the NoAuth directory
works w/o requiring a login. But the user you specify on the form needs
to have "SeeQueue" and "ShowTicket" to be able to do much.

Steve



From bruce_campbell at ripe.net  Wed Feb 13 11:07:52 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 13 Feb 2002 17:07:52 +0100 (CET)
Subject: [rt-users] Reverse (date) order in Ticket History
In-Reply-To: <200202131540.JAA05113@dresden.garmin.com>
Message-ID: <Pine.LNX.4.44.0202131702440.10915-100000@x22.ripe.net>

On Wed, 13 Feb 2002, Beachey, Kendric wrote:

> my $Transactions = $Ticket->Transactions;
>
> if ($Ticket->QueueObj->Name == 'webrequest')

'==' is a binary numeric comparison, and in the above essentially resolves
to 'if( 1 == 1 )'.  Try instead:

	if( $Ticket->QueueObj->Name =~ /webrequest/i )

Although I'd make it easier for the behaviour to be extended to other
queues in future, and:

	my $queues_reverse = "webrequest test example_queue";
	if( $queues_reverse =~ /$Ticket->QueueObj->Name/ )

Regards,


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




From Kendric.Beachey at garmin.com  Wed Feb 13 11:39:08 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Wed, 13 Feb 2002 10:39:08 -0600
Subject: [rt-users] Reverse (date) order in Ticket History
Message-ID: <200202131639.KAA16234@dresden.garmin.com>

> -----Original Message-----
> From: Bruce Campbell [mailto:bruce_campbell at ripe.net]
> 
> On Wed, 13 Feb 2002, Beachey, Kendric wrote:
> 
> > my $Transactions = $Ticket->Transactions;
> >
> > if ($Ticket->QueueObj->Name == 'webrequest')
> 
> '==' is a binary numeric comparison, and in the above 
> essentially resolves
> to 'if( 1 == 1 )'.  Try instead:
> 
> 	if( $Ticket->QueueObj->Name =~ /webrequest/i )
> 
> Although I'd make it easier for the behaviour to be extended to other
> queues in future, and:
> 
> 	my $queues_reverse = "webrequest test example_queue";
> 	if( $queues_reverse =~ /$Ticket->QueueObj->Name/ )

Yay, I got it to work!  Although the above wasn't doing the trick for some
reason, so I tweaked it slightly.  Here is what I came up with:

my $queues_to_reverse = "webrequest general";
my $this_tickets_queue = $Ticket->QueueObj->Name;
if ($queues_to_reverse =~ /$this_tickets_queue/ )
{
        $Transactions->OrderBy (        FIELD => 'id',
                                        ORDER => 'DESC' );
}


Thanks again, Bruce, you da man!
--
Kendric Beachey



From rickford at ufl.edu  Wed Feb 13 12:14:55 2002
From: rickford at ufl.edu (Rick Ford)
Date: Wed, 13 Feb 2002 12:14:55 -0500
Subject: [rt-users] Reverse (date) order in Ticket History
In-Reply-To: <Pine.LNX.4.44.0202131702440.10915-100000@x22.ripe.net>
References: <200202131540.JAA05113@dresden.garmin.com>
Message-ID: <5.1.0.14.0.20020213121250.00a61c90@imap.grove.ufl.edu>

At 11:07 AM 2/13/2002, Bruce Campbell wrote:
>On Wed, 13 Feb 2002, Beachey, Kendric wrote:
>
> > my $Transactions = $Ticket->Transactions;
> >
> > if ($Ticket->QueueObj->Name == 'webrequest')
>
>'==' is a binary numeric comparison, and in the above essentially resolves
>to 'if( 1 == 1 )'.  Try instead:
>
>         if( $Ticket->QueueObj->Name =~ /webrequest/i )

Or, if you don't need the full power of a regular expression (i.e. if you 
just want to check for equality), use 'eq' - the string equivalent of '=='.
         if ($Ticket->QueueObj->Name eq 'webrequest')



Rick Ford
rickford at ufl.edu
Technical Coordinator, CITT




From rt2trouble at morben.ca  Wed Feb 13 12:45:16 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Wed, 13 Feb 2002 09:45:16 -0800
Subject: [rt-users] CONTRIB: Quickpicks v0.3 for WebRT
In-Reply-To: <1013559097.29288.116.camel@labyrinth.wildbrain.com>
References: <1013559097.29288.116.camel@labyrinth.wildbrain.com>
Message-ID: <200202131745.g1DHjkv01144@buffy.pacificcoast.net>

Nice spin on the JumpBar, and another great submission by Jim. I find that 
when I click on the list it is very narrow and I cannot read the list of 
choices. Since it was such an easy install I'd assume it's something local to 
my RT2 install. I can probably find a way to modify it but I don't want to 
break anything and was wondering if anyone else is seeing this behavior? 

On February 12, 2002 04:11 pm, you wrote:
> Hello!
>
> Here's a greatly improved version of Quickpicks, with the following
> improvements:
>
> * Cleaned up tremendously the nasty bookmark URLs I had in there;
>   I've come to understand better how to do plaintext GET URLs with
>   RT. [Note: This was easy thanks to all the work that Jesse's
>   put into making RT modular and easy to understand. See
>   http://www.bestpractical.com/pricelist.html for ways you can
>   help RT continue to develop.]
>
> * The "Unresolved Tickets I Requested" pick now works and got moved
>   to the top as it felt like it should be near "Unrequested Tickets
>   I Own"
>
> ------------------------------------------------------------------------
> Quickpicks is a small WebRT element which adds a drop-down menu
> containing searches and websites for easy selection. It's smart enough
> (just barely ;) to open RT pages in the same window and open non-RT
> pages into new windows. Only shows picks related to ticket ownership
> ("Unresolved Tix I Own" etc.) to privileged users; unprivileged users
> see only "Unresolved Tix I Requested" and any external links you
> include.
>
> Quickpicks owes its existance to Bruce Campell's post of JumpBar
> (thanks, Bruce!); that tool can be found at
> http://lists.fsck.com/pipermail/rt-users/2002-January/006330.html
>
> To add this to your RT Start Page:
>
> * Put Quickpicks in RTHOME/WebRT/html/Elements
> * chmod a+x Quickpicks
> * Add these two lines to RTHOME/WebRT/html/index.html
>
>   <& /Elements/Quickpicks &>
> <BR>
>
> ... above or below these two lines:
>
>   <& /Elements/Quicksearch &>
> <BR>
>
> You may also want to add it to your
> RTHOME/WebRT/html/Search/Listing.html and other places as well.
> ------------------------------------------------------------------------
>
> The great thing about being alive is learning. I've been having a great
> time. =]
>
> Cheers!
>
> --j



From rob at myinternetplace.net  Wed Feb 13 13:09:22 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Wed, 13 Feb 2002 10:09:22 -0800
Subject: [rt-users] Reverse (date) order in Ticket History
In-Reply-To: <3C6A8751.1A7117B6@dtnet.de>
References: <Pine.LNX.4.44.0202131529380.10915-100000@x22.ripe.net> <3C6A8751.1A7117B6@dtnet.de>
Message-ID: <200202131009.22885@-kmail-1.3.9>

On Wednesday 13 February 2002 07:33, Daniel Schwager wrote:
> Bruce Campbell wrote:
> > 
> > On Sun, 10 Feb 2002, Daniel Schwager wrote:
> > 
> > > did somebody patched the RT2 code (2-0-11) to
> > > show the hostory in a reverse order (means
> > 
> > > I think, i have to change
> > > /opt/rt2/WebRT/html/Ticket/Elements/ShowHistory
> > > but i don't know the internal data structure ....
> > 
> > In the above file, you will need to add ordering to the Transactions
> > variable, so after:
> > 
> >         my $Transactions = $Ticket->Transactions;
> > 
> > add:
> > 
> >         $Transactions->OrderBy( FIELD => 'id',
> >                                 ORDER => 'DESC' );
> > 
> > ( default ordering is ASCending )
> 
> Cool - Thank you very much !! It works great !

Now turn that into a link to put in the default ticket list page, so that each 
person can do this as they are working with rt.  ;-)

rob



From tom at eborcom.com  Wed Feb 13 04:44:03 2002
From: tom at eborcom.com (Tom Hukins)
Date: Wed, 13 Feb 2002 09:44:03 +0000
Subject: [rt-users] RT, Apache and PHP
In-Reply-To: <200202122337.g1CNbKN13432@nfsb.ecdev.fedex.com>; from mdisney@ecdev.fedex.com on Tue, Feb 12, 2002 at 05:37:46PM -0600
References: <200202090048.g190mTKI011247@fishy.sockeye.com> <20020208232953.A17536@lafferty.ca> <200202122337.g1CNbKN13432@nfsb.ecdev.fedex.com>
Message-ID: <20020213094403.A66884@eborcom.com>

On Tue, Feb 12, 2002 at 05:37:46PM -0600, Matt Disney wrote:
> Actually, if you change the "SetHandler" line to :
> 
> AddHandler perl-script .html
> 
> That will fix the problem. It will only make Mason handle html files,
> not PHP files. 
> 
> Does anyone know of anything else this breaks? Maybe it should be like
> this in the docs and the README?

Yes, this breaks viewing attachments.  I also recall something to do
with being able to view code of files within Elements, but that may be
unrelated.

I experimented with this some time ago, and I currently have:

AddHandler perl-script .html
PerlHandler RT::Mason
<Directory /path/to/WebRT/html/SelfService/Attachment/>
    SetHandler perl-script
</Directory>
<Directory /path/to/WebRT/html/Ticket/Attachment/>
    SetHandler perl-script
</Directory>

Unfortunately, I can't remember all the reasons I decided this is
best.  This configuration does avoid passing images/CSS through Mason,
reducing server load (slightly) and allowing proxy servers and
browsers to cache such elements and send "If-Modified-Since" requests
for them.

I think the only other issue I need to deal with is viewing code of
files within Elements, as mentioned above.

Tom



From samj at samj.net  Wed Feb 13 10:02:56 2002
From: samj at samj.net (Sam Johnston)
Date: Thu, 14 Feb 2002 02:02:56 +1100
Subject: [rt-users] Cool albeit potentially scary qmail hack
Message-ID: <3C6A8020.3070500@samj.net>

I don't see anything at first glance that would make this .qmail-default 
file particularly horrible from a security point of view. It pretty much 
fully automates queue/email integration - you just make the queue and 
away you go. This works with queuename-action where action defaults to 
correspond if none is specified. Works for me on my debian system on 
which sh->ash.

|/usr/bin/preline /import/unit/home/rt/bin/rt-mailgate --queue 
${EXT%%\-*} --action ${EXT2:-correspond}

Perhaps this deserves a spot in the FAQ and/or install docs, provided 
there's no glaring security holes?

Speaking of queues, I realised I could have both client and generic 
queues so I did exactly that... ie:

client1
client2
accounts
sales
etc.

This seems to be working nicely so far. I expect that RT2 will 
revolutionise the way we do business - keep up the good work!

Sam

-- 
Sam Johnston
Australian Online Solutions
1300 132 809





From rob at myinternetplace.net  Wed Feb 13 13:26:14 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Wed, 13 Feb 2002 10:26:14 -0800
Subject: [rt-users] CONTRIB: Quickpicks v0.3 for WebRT
In-Reply-To: <200202131745.g1DHjkv01144@buffy.pacificcoast.net>
References: <1013559097.29288.116.camel@labyrinth.wildbrain.com> <200202131745.g1DHjkv01144@buffy.pacificcoast.net>
Message-ID: <200202131026.14106@-kmail-1.3.9>

On Wednesday 13 February 2002 09:45, RT2 Troubles wrote:
> Nice spin on the JumpBar, and another great submission by Jim. I find that 
> when I click on the list it is very narrow and I cannot read the list of 
> choices. Since it was such an easy install I'd assume it's something local
> to 
> my RT2 install. I can probably find a way to modify it but I don't want to 
> break anything and was wondering if anyone else is seeing this behavior?

What web browser are you using?  

If I use mozilla 0.9.7, it works okay, with mozilla dropping down a listbox 
which is wider than the 'Choose one' text seems to be (the 'Choose one' text 
is cut off at the right end, near the down arrow).

konqueror (kde 2.2) does not display it correctly, I can't read the whole 
text.

Netscape does display it so I can read the whole thing.

Lynx displays it fine, but of course the javascript does not work.

Links would not authenticate to my SSL site, so I don't know how it works.

w3m gave an unknown uri error on the https redirect, don't know how it works.

I think that the best thing to do to "fix" the problem (which is a web browser 
problem) is to change the "Choose one" text to read "Please make a selection 
abcd abcd" or whatever, to make it as long as the longest text in the 
dropdown.  This _could_ be done programmatically, instead of hardcoding it 
in.

rob




From rt2trouble at morben.ca  Wed Feb 13 13:55:34 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Wed, 13 Feb 2002 10:55:34 -0800
Subject: [rt-users] CONTRIB: Quickpicks v0.3 for WebRT
In-Reply-To: <200202131026.14106@-kmail-1.3.9>
References: <1013559097.29288.116.camel@labyrinth.wildbrain.com> <200202131745.g1DHjkv01144@buffy.pacificcoast.net> <200202131026.14106@-kmail-1.3.9>
Message-ID: <200202131856.g1DIu4v00503@buffy.pacificcoast.net>

[snip]
> What web browser are you using?
>
> If I use mozilla 0.9.7, it works okay, with mozilla dropping down a listbox
> which is wider than the 'Choose one' text seems to be (the 'Choose one'
> text is cut off at the right end, near the down arrow).

Yeah Mozilla 0.9.8 works fine.. I had tried it in Konqueror and IE5.x in 
VMWare and both were broken.. But your suggestion of making the initial 
prompt longer is probably the ticket.

Thanks!



From rich+rt at lafferty.ca  Wed Feb 13 13:56:41 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Wed, 13 Feb 2002 13:56:41 -0500
Subject: [rt-users] Cool albeit potentially scary qmail hack
In-Reply-To: <3C6A8020.3070500@samj.net>; from samj@samj.net on Thu, Feb 14, 2002 at 02:02:56AM +1100
References: <3C6A8020.3070500@samj.net>
Message-ID: <20020213135640.B22545@lafferty.ca>

On Thu, Feb 14, 2002 at 02:02:56AM +1100, Sam Johnston (samj at samj.net) wrote:
> I don't see anything at first glance that would make this .qmail-default 
> file particularly horrible from a security point of view. It pretty much 
> fully automates queue/email integration - you just make the queue and 
> away you go. This works with queuename-action where action defaults to 
> correspond if none is specified. Works for me on my debian system on 
> which sh->ash.
> 
> |/usr/bin/preline /import/unit/home/rt/bin/rt-mailgate --queue 
> ${EXT%%\-*} --action ${EXT2:-correspond}
> 
> Perhaps this deserves a spot in the FAQ and/or install docs, provided 
> there's no glaring security holes?

*I* certainly don't feel like auditing qmail to find out, but that's
certainly poor practice. Why not use the --queue-from-extension option
to rt-mailgate (after fixing the current postfix-only code, or waiting
for me to do same)?

  -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 rob at myinternetplace.net  Wed Feb 13 14:03:43 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Wed, 13 Feb 2002 11:03:43 -0800
Subject: [rt-users] CONTRIB: Quickpicks v0.3 for WebRT
In-Reply-To: <200202131856.g1DIu4v00503@buffy.pacificcoast.net>
References: <1013559097.29288.116.camel@labyrinth.wildbrain.com> <200202131026.14106@-kmail-1.3.9> <200202131856.g1DIu4v00503@buffy.pacificcoast.net>
Message-ID: <200202131103.43491@-kmail-1.3.9>

On Wednesday 13 February 2002 10:55, RT2 Troubles wrote:

> [snip]
> > What web browser are you using?
> >
> > If I use mozilla 0.9.7, it works okay, with mozilla dropping down a 
listbox
> > which is wider than the 'Choose one' text seems to be (the 'Choose one'
> > text is cut off at the right end, near the down arrow).
> 
> Yeah Mozilla 0.9.8 works fine.. I had tried it in Konqueror and IE5.x in 
> VMWare and both were broken.. But your suggestion of making the initial 
> prompt longer is probably the ticket.
> 

Well, I think that the proper way to fix it is to fix a whole lot of different 
browsers, but that is a lot of hard work, which I do not have the resources 
to accomplish.

From what we control here, the initial prompt is a workaround which we could 
affect.

rob




From rt2trouble at morben.ca  Wed Feb 13 14:06:03 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Wed, 13 Feb 2002 11:06:03 -0800
Subject: [rt-users] CONTRIB: Quickpicks v0.3 for WebRT
In-Reply-To: <200202131026.14106@-kmail-1.3.9>
References: <1013559097.29288.116.camel@labyrinth.wildbrain.com> <200202131745.g1DHjkv01144@buffy.pacificcoast.net> <200202131026.14106@-kmail-1.3.9>
Message-ID: <200202131906.g1DJ6Xv09673@buffy.pacificcoast.net>

Spoke too soon.. Changing the length of the prompt didn't work very well.. So I manually did a tweak to /path/to/rt2/WebRT/html/Elements/Quickpicks :

<select class="qpnullclass" name="site" size="1" onchange="if (this.options[selectedIndex].value != '') { if (this.options[selectedIndex].value.indexOf('/') == 0) {location.href = this.options[selectedIndex].value} else {window.open(this.options[selectedIndex].value)} ; this.selectedIndex = 0 }" style="width: 250px;">

Where 'style="width: 250px;"' was originally 'style="width: 110px;"'... 

Your mileage may vary.. Font sizes and choices and text zoom settings all factor in.. 



From Kendric.Beachey at garmin.com  Wed Feb 13 14:09:57 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Wed, 13 Feb 2002 13:09:57 -0600
Subject: [rt-users] CONTRIB: Quickpicks v0.3 for WebRT
Message-ID: <200202131909.NAA02118@dresden.garmin.com>

> -----Original Message-----
> From: Rob Walker [mailto:rob at myinternetplace.net]
> 
> On Wednesday 13 February 2002 09:45, RT2 Troubles wrote:
> > Nice spin on the JumpBar, and another great submission by 
> Jim. I find that 
> > when I click on the list it is very narrow and I cannot 
> read the list of 
> > choices. Since it was such an easy install I'd assume it's 
> something local
> > to 
> > my RT2 install. I can probably find a way to modify it but 
> I don't want to 
> > break anything and was wondering if anyone else is seeing 
> this behavior?
> 
> What web browser are you using?  
> 
> If I use mozilla 0.9.7, it works okay, with mozilla dropping 
> down a listbox 
> which is wider than the 'Choose one' text seems to be (the 
> 'Choose one' text 
> is cut off at the right end, near the down arrow).
> 
> konqueror (kde 2.2) does not display it correctly, I can't 
> read the whole 
> text.
> 
> Netscape does display it so I can read the whole thing.
> 
> Lynx displays it fine, but of course the javascript does not work.
> 
> Links would not authenticate to my SSL site, so I don't know 
> how it works.
> 
> w3m gave an unknown uri error on the https redirect, don't 
> know how it works.
> 
> I think that the best thing to do to "fix" the problem (which 
> is a web browser 
> problem) is to change the "Choose one" text to read "Please 
> make a selection 
> abcd abcd" or whatever, to make it as long as the longest text in the 
> dropdown.  This _could_ be done programmatically, instead of 
> hardcoding it 
> in.

The width (in pixels) is set in a snippet of CSS code at the very end of the
<select> tag.  You could change the value to suit your needs, or you could
(as I did) just remove the CSS snippet, which allows the combo box to size
itself according to its widest entry.  Jim probably figured that would make
the screen too wide and so he limited it.

I'll second the "another great submission by Jim" comment.  Jim's only been
on the list for what, a couple months?, but he's already become one of my
favorite posters.  He's picked up the internals of RT way faster than I have
and he's given back some great stuff.  And his posts are often entertaining.
:-)
--
Kendric Beachey



From rob at myinternetplace.net  Wed Feb 13 14:12:38 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Wed, 13 Feb 2002 11:12:38 -0800
Subject: [rt-users] CONTRIB: Quickpicks v0.3 for WebRT
In-Reply-To: <200202131906.g1DJ6Xv09673@buffy.pacificcoast.net>
References: <1013559097.29288.116.camel@labyrinth.wildbrain.com> <200202131026.14106@-kmail-1.3.9> <200202131906.g1DJ6Xv09673@buffy.pacificcoast.net>
Message-ID: <200202131112.38091@-kmail-1.3.9>

On Wednesday 13 February 2002 11:06, RT2 Troubles wrote:
> Spoke too soon.. Changing the length of the prompt didn't work very well.. 
So I manually did a tweak to /path/to/rt2/WebRT/html/Elements/Quickpicks :
> 
> <select class="qpnullclass" name="site" size="1" onchange="if 
(this.options[selectedIndex].value != '') { if 
(this.options[selectedIndex].value.indexOf('/') == 0) {location.href = 
this.options[selectedIndex].value} else 
{window.open(this.options[selectedIndex].value)} ; this.selectedIndex = 0 }" 
style="width: 250px;">
> 
> Where 'style="width: 250px;"' was originally 'style="width: 110px;"'... 
> 
> Your mileage may vary.. Font sizes and choices and text zoom settings all
> factor in.. 

Wow.  What happens if you don't use a width style at all?  Cannot a browser be 
allowed to do The Right Thing, without prompting by the html code?

rob




From ahm at ixtelecom.com  Wed Feb 13 16:41:57 2002
From: ahm at ixtelecom.com (Andreas Meyer)
Date: Wed, 13 Feb 2002 16:41:57 -0500
Subject: [rt-users] trouble in using the RT command line tools
In-Reply-To: <Pine.LNX.4.44.0201281427370.3593-100000@x22.ripe.net>; from bruce_campbell@ripe.net on Mon, Jan 28, 2002 at 02:35:23PM +0100
References: <3C55099C.5DE9EE8@kuehne-nagel.com> <Pine.LNX.4.44.0201281427370.3593-100000@x22.ripe.net>
Message-ID: <20020213164157.V19080@ahm-pc.ixtelecom.com>

Bruce Campbell writes:
> On Mon, 28 Jan 2002, Frank Rutzen wrote:
> > "No RT user found. Please consult your RT administrator."
> 
> Make sure that the User's 'Unix Login' is also set in their
> User's Configuration.

I've followed along this far, but RT doesn't seem to do anything:
(The web interface is working fine)

$ rt --status=new
$ 

"rt --help" does what one would expect.
What next?

Thanks,
Andy



From rob at myinternetplace.net  Wed Feb 13 18:56:13 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Wed, 13 Feb 2002 15:56:13 -0800
Subject: [rt-users] trouble in using the RT command line tools
In-Reply-To: <20020213164157.V19080@ahm-pc.ixtelecom.com>
References: <3C55099C.5DE9EE8@kuehne-nagel.com> <Pine.LNX.4.44.0201281427370.3593-100000@x22.ripe.net> <20020213164157.V19080@ahm-pc.ixtelecom.com>
Message-ID: <200202131556.13037@-kmail-1.3.9>

On Wednesday 13 February 2002 13:41, Andreas Meyer wrote:

> Bruce Campbell writes:
> > On Mon, 28 Jan 2002, Frank Rutzen wrote:
> > > "No RT user found. Please consult your RT administrator."
> > 
> > Make sure that the User's 'Unix Login' is also set in their
> > User's Configuration.
> 
> I've followed along this far, but RT doesn't seem to do anything:
> (The web interface is working fine)
> 
> $ rt --status=new
> $ 
> 
> "rt --help" does what one would expect.
> What next?

Be careful with that one.  I was working with the CLI earlier today, and found 
that to be able to show stuff, i needed to add --id=1-

So I did your command, with the added.

rob at judgehart:~$ rt --status=open --id=1-
That is already the current value
Status changed from resolved to open by rob
That is already the current value
That is already the current value
Status changed from resolved to open by rob
Status changed from resolved to open by rob
That is already the current value
That is already the current value
That is already the current value
That is already the current value
Status changed from stalled to open by rob
Status changed from resolved to open by rob
That is already the current value
That is already the current value
Status changed from resolved to open by rob
That is already the current value
That is already the current value
Status changed from resolved to open by rob
That is already the current value
Status changed from resolved to open by rob
That is already the current value
That is already the current value


Doh!

Rob (heading off to the web interface to fix things.  ;-)



From rob at myinternetplace.net  Wed Feb 13 19:05:57 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Wed, 13 Feb 2002 16:05:57 -0800
Subject: [rt-users] trouble in using the RT command line tools
In-Reply-To: <20020213164157.V19080@ahm-pc.ixtelecom.com>
References: <3C55099C.5DE9EE8@kuehne-nagel.com> <Pine.LNX.4.44.0201281427370.3593-100000@x22.ripe.net> <20020213164157.V19080@ahm-pc.ixtelecom.com>
Message-ID: <200202131605.57630@-kmail-1.3.9>

On Wednesday 13 February 2002 13:41, Andreas Meyer wrote:
> Bruce Campbell writes:
> > On Mon, 28 Jan 2002, Frank Rutzen wrote:
> > > "No RT user found. Please consult your RT administrator."
> > 
> > Make sure that the User's 'Unix Login' is also set in their
> > User's Configuration.
> 
> I've followed along this far, but RT doesn't seem to do anything:
> (The web interface is working fine)
> 
> $ rt --status=new
> $ 

So, what are you trying to accomplish?

rob





From bruce at go-mol.com  Wed Feb 13 20:14:29 2002
From: bruce at go-mol.com (Bruce Riggins)
Date: Wed, 13 Feb 2002 17:14:29 -0800
Subject: [rt-users] Date displays as GMT
Message-ID: <AFEAILGMDODHCFKHENHHMEGGCFAA.bruce@go-mol.com>

(version 2.0.8)
The dates in the Web interface are showing as GMT instead of local time. I
have set up config.pm for local time ($Timezone =  'US/Pacific';) but that
doesn't seem to help.

Any ideas? How do I fix this?

Bruce Riggins
bruce at go-mol.com




From gregw-rt-users at greg.cex.ca  Wed Feb 13 22:19:56 2002
From: gregw-rt-users at greg.cex.ca (Greg White)
Date: Wed, 13 Feb 2002 19:19:56 -0800
Subject: [rt-users] Date displays as GMT
In-Reply-To: <AFEAILGMDODHCFKHENHHMEGGCFAA.bruce@go-mol.com>; from bruce@go-mol.com on Wed, Feb 13, 2002 at 05:14:29PM -0800
References: <AFEAILGMDODHCFKHENHHMEGGCFAA.bruce@go-mol.com>
Message-ID: <20020213191956.C3602@greg.cex.ca>

On Wed Feb 02/13/02, 2002 at 05:14:29PM -0800, Bruce Riggins wrote:
> (version 2.0.8)
> The dates in the Web interface are showing as GMT instead of local time. I
> have set up config.pm for local time ($Timezone =  'US/Pacific';) but that
> doesn't seem to help.
> 
> Any ideas? How do I fix this?
> 

Just a wild guess, but do you have a global TZ environment variable set?
Apache (IIRC) needs to inherit a $TZ for dates in the web interface to
work right.

Try stopping Apache, and stuffing TZ=PST (or whatever works for you) in
the script that starts it. You'll probably need to export it as well.

-- 
Greg White



From hwagener at hamburg.fcb.com  Thu Feb 14 04:16:55 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 14 Feb 2002 10:16:55 +0100
Subject: [rt-users] Timing in Ticket Creation
Message-ID: <3C6B8087.B6E678FD@hamburg.fcb.com>

Hello,

I have a question regarding ticket creation timing.

The Setup is as follows: I have a Queue 'input' and a group 'authors'

Members of the group 'authors' are allowed to create tickets
('CreateTicket') in that queue, and the requestor is allowed to see his
tickets ('ShowTicket' for Requestor). Now, after the ticket is
submitted, it is normally shown to the author, but in this setup I get
an error message 'You are not allowd to see ticket #n'. If after that,
as this user, one uses 'Goto ticket #n', the ticket is shown. Is this
because the author is not known as the requestor at the time the ticket
is submitted?

Regards,
	Harald

-- 
Harald Wagener      |                           Systemadministrator 
FCB/Wilkens GmbH    |                         Tel.:+49-40-2881-1252 
An der Alster 42    |                         Fax.:+49-40-2881-1263 
20099 Hamburg       |                    http://www.fcb-wilkens.com
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From khera at kcilink.com  Thu Feb 14 10:20:33 2002
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 14 Feb 2002 10:20:33 -0500
Subject: [rt-users] Date displays as GMT
In-Reply-To: <AFEAILGMDODHCFKHENHHMEGGCFAA.bruce@go-mol.com>
References: <AFEAILGMDODHCFKHENHHMEGGCFAA.bruce@go-mol.com>
Message-ID: <15467.54721.677457.1899@onceler.kciLink.com>

>>>>> "BR" == Bruce Riggins <bruce at go-mol.com> writes:

BR> (version 2.0.8)
BR> The dates in the Web interface are showing as GMT instead of local time. I
BR> have set up config.pm for local time ($Timezone =  'US/Pacific';) but that
BR> doesn't seem to help.

Does your system understand "US/Pacific" as a valid time zone?
Probably not.

Check your system's man pages for how to specify your time zone
properly, then use that string there.



From jrstear at sandia.gov  Thu Feb 14 13:11:01 2002
From: jrstear at sandia.gov (Jon Stearley)
Date: Thu, 14 Feb 2002 11:11:01 -0700
Subject: [rt-users] showing priority on search-result page?
Message-ID: <20020214181101.GB12208@sandia.gov>

what is the best way to show the priority on a search-result page?  i
order the search by priority but it'd be nice to see the value.  i got
as far as QueueListingCols in WebRT/html/Search/Listing.html and
thought i'd ask before i hack my install to bits.  thx!

-jon




From justincl at u.washington.edu  Thu Feb 14 13:11:09 2002
From: justincl at u.washington.edu (justin m. clayton)
Date: Thu, 14 Feb 2002 10:11:09 -0800 (PST)
Subject: [rt-users] installation issue w/ RT 2: mod_perl + apache won't start
Message-ID: <Pine.A41.4.44.0202140954080.61782-100000@homer10.u.washington.edu>

While attempting to install RT 2.0.11, I find that I cannot start apache
after adding in the virtualhost block to my httpd.conf. The error is this:

<BEGIN PUKE>
perl_tie_hash: Can't locate object method "TIEHASH" via package
"Apache::Table" (perhaps you forgot to load "Apache::Table"?) at
/usr/local/pkgs/perl/lib/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line
365.
[Thu Feb 14 09:57:08 2002] [error] Can't locate object method "get" via
package "Apache::Table" (perhaps you forgot to load "Apache::Table"?) at
/usr/local/pkgs/perl/lib/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line
365.
Compilation failed in require at /usr/local/pkgs/rt2/bin/webmux.pl line
20.
BEGIN failed--compilation aborted at /usr/local/pkgs/rt2/bin/webmux.pl line 20.
Compilation failed in require at (eval 5) line 1.

Syntax error on line 944 of /usr/local/pkgs/apache/conf/httpd.conf: Can't
locate object method "get" via package "Apache::Table" (perhaps you forgot
to load "Apache::Table"?) at
/usr/local/pkgs/perl/lib/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line
365.

Compilation failed in require at /usr/local/pkgs/rt2/bin/webmux.pl line
20.
BEGIN failed--compilation aborted at /usr/local/pkgs/rt2/bin/webmux.pl
line 20.
Compilation failed in require at (eval 5) line 1.

/usr/local/pkgs/apache/bin/apachectl start: httpd could not be started
</PUKE>

I know that Apache::Table is installed.

Someone told me to add this line to my mason handler:

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

But that didn't fix anything.

Someone else told me to create a mod_perl_startup.pl to be called by
apache and add the location of Apache.pm explicitly:

use lib qw(/usr/local/pkgs/perl/lib/site_perl/5.6.1/i686-linux);
1;

But that didn't work either.

If I run

perl -e 'use Apache::Table;'

it exits cleanly, so I know perl can find the module.

Any suggestions?

-- 
Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl at u.washington.edu
206/543.2523  EE/CSE 307F





From matthew.zeier at thirdcoast.net  Thu Feb 14 13:36:44 2002
From: matthew.zeier at thirdcoast.net (matthew zeier)
Date: Thu, 14 Feb 2002 10:36:44 -0800
Subject: [rt-users] RT/FM ?
Message-ID: <019301c1b586$8d59eb10$64180a0a@ICIPC1>

I now have the need to start putting up documentation.  Since we're already
using RT, I'd like to use RT/FM.  Is this ready for prime-time or
near-prime-time use?  Where can I get it?

- mz




From jesse at bestpractical.com  Thu Feb 14 13:49:49 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 14 Feb 2002 13:49:49 -0500
Subject: [rt-users] RT/FM ?
In-Reply-To: <019301c1b586$8d59eb10$64180a0a@ICIPC1>; from matthew.zeier@thirdcoast.net on Thu, Feb 14, 2002 at 10:36:44AM -0800
References: <019301c1b586$8d59eb10$64180a0a@ICIPC1>
Message-ID: <20020214134949.O31851@fsck.com>

RT/FM isn't really as polished as it should be, though you can pick up a 
copy of the latest development sources from 
	http://bestpractical.com/~jesse/projects/rtfm/

There's a rtfm-devel list at lists.fsck.com that you should probably
subscribed to if you'll be doing work on/with it.  Of course, if you need
additional work done to it,  email sales at bestrpactical.com and I'll make
sure it gets taken care of.

	Thanks,
	Jesse


On Thu, Feb 14, 2002 at 10:36:44AM -0800, matthew zeier wrote:
> 
> I now have the need to start putting up documentation.  Since we're already
> using RT, I'd like to use RT/FM.  Is this ready for prime-time or
> near-prime-time use?  Where can I get it?
> 
> - mz
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From clarsson at manu.com  Thu Feb 14 13:49:29 2002
From: clarsson at manu.com (clarsson at manu.com)
Date: Thu, 14 Feb 2002 13:49:29 -0500
Subject: [rt-users] showing priority on search-result page?
Message-ID: <OFEAB55569.3B43C056-ON85256B60.00671C9C@manu.com>

Add

{ Header => 'Priority',
  TicketAttribute => 'Priority'
  },

into the config.pm in the appropriate section.

There's info in the docs about adding the due date to the primary search 
return.  Adding Priority was the same.

Be sure to restart your web server so that mod_perl rereads the config.pm.

        - Chris






"Jon Stearley" <jrstear at sandia.gov>
Sent by: rt-users-admin at lists.fsck.com
02/14/2002 01:11 PM

 
        To:     rt-users at lists.fsck.com
        cc: 
        Subject:        [rt-users] showing priority on search-result page?


what is the best way to show the priority on a search-result page?  i
order the search by priority but it'd be nice to see the value.  i got
as far as QueueListingCols in WebRT/html/Search/Listing.html and
thought i'd ask before i hack my install to bits.  thx!

-jon


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


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From kurta at spk.agilent.com  Thu Feb 14 13:56:05 2002
From: kurta at spk.agilent.com (Kurt Andersen)
Date: Thu, 14 Feb 2002 10:56:05 -0800 (PST)
Subject: [rt-users] installation issue w/ RT 2: mod_perl + apache won't start
In-Reply-To: <Pine.A41.4.44.0202140954080.61782-100000@homer10.u.washington.edu>
Message-ID: <20020214185605.DFCCF107D8@pacific.spk.agilent.com>

I just had this problem last week.  It turned out to be a problem
in one of the modules that HTML::Mason depended upon.  In my case
DB_File.  Carefully re-run the HTML::Mason tests again and watch
for any (!) errors.  It should run cleanly and if it doesn't my
guess would be that that would clean it up.

--Kurt


--



From bteale at univ-wea.com  Thu Feb 14 14:55:28 2002
From: bteale at univ-wea.com (Brad Teale)
Date: Thu, 14 Feb 2002 13:55:28 -0600
Subject: [rt-users] Goto Ticket and Configuration
Message-ID: <69D72311B46FD4119EF100D0B77CF7DADD9A73@lightning.univ-wea.com>

1) Should any user be able to goto any ticket?  If you put in a number in
the Goto Ticket field, you can goto it, even if you don't have permissions
set on the queue the ticket belongs to.

2) Why can all users see the configuration option?  This seems a little
confusing.  Any user appears to be able to run down a whole list of
configuration options, but when they try to commit it, it says permission
denied.  Is there a patch to take this link off the page?


System: Slackware 8.0 Linux
Version: Rt 2.0.11


Thanks,
Brad Teale
Universal Weather and Aviation, Inc.
<mailto:bteale at univ-wea.com>
713-944-1440 ext. 3623 



From rt2trouble at morben.ca  Thu Feb 14 15:32:06 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Thu, 14 Feb 2002 12:32:06 -0800
Subject: [rt-users] Looking for solutions.. Suggestions..
Message-ID: <200202142032.g1EKWev27337@buffy.pacificcoast.net>

I've been trolling this list for awhile now, and for the most part, 
everything I could want and even things I didn't know I needed, have been 
offered up by people on the list. That's fantastic and everyone deserves a 
pat on the back.

Lately I have been getting a bit too anxious and I have started tweaking and 
fiddling in hopes of learning enough to make changes on my own. *duck*

I keep hearing of people who have solutions I need to implement, but they 
haven't contirbuted it to the fsck guys because they are worried about 
scrutiny and mockery. Some of these people have contributed code to me 
directly and for the most part, it's excelent code and these guys really 
should be sharing this stuff with everyone. Since that isn't going to happen 
overnight, and may never happen, I decided to post a few things I'm working 
on that might encourage some development or assistance.

- Making single-click "Resolve" and "Delete" links available everywhere 
(headers/search index/MyQueues/etc) so that we can deal with spam and 
rhetorical requests. This should be stupid-easy and yet I cannot find the 
code for invoking that action. 

- Assigning a higher priority to tickets that come from certain people 
so that we can handle VIP requests. I know most of you use a procmail filter 
that dumps these requests into a separate queue, which is a simple 
workaround, but too messy for my immediate interests.

- Making a list of who is logged into the RT web pages and perhaps how long 
they have been idle. This would be really handy when collaborating with 
multiple people on a specific task. I could also use it to tell me when it's 
safe to restart the server. Even better would be a calendar that lets us 
indicate who is scheduled to work and who is the primary point of contact at 
any given moment. We could add the "whoson" info to that calendar page and 
tie it all in together.

- A simple list-box style 'Stock Answers' that avoids the java popup window 
that the original version uses. Using a list-box should be simple but, like 
most things that are easier said than done, I get mason errors when I change 
anything. 

I know I'm forgetting a few things but it's Valentines day over here and I'm 
easilly distracted.. ;)




From darrinw at nixc.net  Thu Feb 14 15:43:28 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Thu, 14 Feb 2002 15:43:28 -0500
Subject: [rt-users] Looking for solutions.. Suggestions..
In-Reply-To: <200202142032.g1EKWev27337@buffy.pacificcoast.net>; from rt2trouble@morben.ca on Thu, Feb 14, 2002 at 12:32:06PM -0800
References: <200202142032.g1EKWev27337@buffy.pacificcoast.net>
Message-ID: <20020214154328.Y57067@nixc.net>

  |+ - Making a list of who is logged into the RT web pages and perhaps how long 
  |+ they have been idle. This would be really handy when collaborating with 
  |+ multiple people on a specific task. I could also use it to tell me when it's 
  |+ safe to restart the server. Even better would be a calendar that lets us 
  |+ indicate who is scheduled to work and who is the primary point of contact at 
  |+ any given moment. We could add the "whoson" info to that calendar page and 
  |+ tie it all in together.

I asked about this awhile ago, and after reading looking over the code,
I'm not sure what an 'easy way' to approach this would be.

I guess you could have RT either A)  write to a file when a user logs in,
and has their login time.  When they logout, update this file.

But the problem becomes when cookies and what-not expire, and
what-not.  I know within my origization, not many people actually use the
'logoff' feature, they either A) just shut down their computers, or
B) just close the browser all-together.  How could you then track these
users?

Option B would be to have another table in the database, but this still
has the same problems as option A>



From gregs at Intellstat.com  Thu Feb 14 16:11:53 2002
From: gregs at Intellstat.com (Greg Smythe)
Date: Thu, 14 Feb 2002 13:11:53 -0800
Subject: [rt-users] Looking for solutions.. Suggestions..
Message-ID: <41257DB9CD3CD311BE92006008A52B2554FDDD@mail.intellstat.com>

I believe that, for a modest fee, Jesse will do anything to RT that you
require... :)




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




-----Original Message-----
From: RT2 Troubles [mailto:rt2trouble at morben.ca] 
Sent: Thursday, February 14, 2002 12:32 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Looking for solutions.. Suggestions..


I've been trolling this list for awhile now, and for the most part, 
everything I could want and even things I didn't know I needed, have been 
offered up by people on the list. That's fantastic and everyone deserves a 
pat on the back.

Lately I have been getting a bit too anxious and I have started tweaking and

fiddling in hopes of learning enough to make changes on my own. *duck*

I keep hearing of people who have solutions I need to implement, but they 
haven't contirbuted it to the fsck guys because they are worried about 
scrutiny and mockery. Some of these people have contributed code to me 
directly and for the most part, it's excelent code and these guys really 
should be sharing this stuff with everyone. Since that isn't going to happen

overnight, and may never happen, I decided to post a few things I'm working 
on that might encourage some development or assistance.

- Making single-click "Resolve" and "Delete" links available everywhere 
(headers/search index/MyQueues/etc) so that we can deal with spam and 
rhetorical requests. This should be stupid-easy and yet I cannot find the 
code for invoking that action. 

- Assigning a higher priority to tickets that come from certain people 
so that we can handle VIP requests. I know most of you use a procmail filter

that dumps these requests into a separate queue, which is a simple 
workaround, but too messy for my immediate interests.

- Making a list of who is logged into the RT web pages and perhaps how long 
they have been idle. This would be really handy when collaborating with 
multiple people on a specific task. I could also use it to tell me when it's

safe to restart the server. Even better would be a calendar that lets us 
indicate who is scheduled to work and who is the primary point of contact at

any given moment. We could add the "whoson" info to that calendar page and 
tie it all in together.

- A simple list-box style 'Stock Answers' that avoids the java popup window 
that the original version uses. Using a list-box should be simple but, like 
most things that are easier said than done, I get mason errors when I change

anything. 

I know I'm forgetting a few things but it's Valentines day over here and I'm

easilly distracted.. ;)


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



From ahm at ixtelecom.com  Thu Feb 14 16:28:33 2002
From: ahm at ixtelecom.com (Andreas Meyer)
Date: Thu, 14 Feb 2002 16:28:33 -0500
Subject: [rt-users] trouble in using the RT command line tools
In-Reply-To: <200202131605.57630@-kmail-1.3.9>; from rob@myinternetplace.net on Wed, Feb 13, 2002 at 04:05:57PM -0800
References: <3C55099C.5DE9EE8@kuehne-nagel.com> <Pine.LNX.4.44.0201281427370.3593-100000@x22.ripe.net> <20020213164157.V19080@ahm-pc.ixtelecom.com> <200202131605.57630@-kmail-1.3.9>
Message-ID: <20020214162833.W19080@ahm-pc.ixtelecom.com>

Rob Walker writes:

> > $ rt --status=new

> So, what are you trying to accomplish?

Apparently, what I wanted to do was this:

$ rt --limit-status=new --summary

Perhaps we should add a few (working!) examples to the docs.

Thanks,
Andy



From darrinw at nixc.net  Thu Feb 14 16:55:40 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Thu, 14 Feb 2002 16:55:40 -0500
Subject: [rt-users] Looking for solutions.. Suggestions..
In-Reply-To: <41257DB9CD3CD311BE92006008A52B2554FDDD@mail.intellstat.com>; from gregs@Intellstat.com on Thu, Feb 14, 2002 at 01:11:53PM -0800
References: <41257DB9CD3CD311BE92006008A52B2554FDDD@mail.intellstat.com>
Message-ID: <20020214165540.B57067@nixc.net>

  |+ I believe that, for a modest fee, Jesse will do anything to RT that you
  |+ require... :)

heheh.  yes.  email sales at bestpractical.com for rates.

-darrin






From rt2trouble at morben.ca  Thu Feb 14 16:59:57 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Thu, 14 Feb 2002 13:59:57 -0800
Subject: [rt-users] Looking for solutions.. Suggestions..
In-Reply-To: <41257DB9CD3CD311BE92006008A52B2554FDDD@mail.intellstat.com>
References: <41257DB9CD3CD311BE92006008A52B2554FDDD@mail.intellstat.com>
Message-ID: <200202142200.g1EM0Vv30866@buffy.pacificcoast.net>

Unfortunately the modest ammounts our organization has to offer Jesse isn't 
enough to make it worth his time to even discuss support issues letalone 
approach the issues. We have discussed support with Jesse, and suggested a 
few ways to help support RT but I'm afraid the ammount of money we were 
suggesting wasn't remotely interesting compared to what other people are 
offering. The good part is that RT does more for us than any free soultion so 
if we can't do everything with RT we'll just add other software solutions to 
the servers to fill in the gaps. There was a fear that we would be forced 
towards a much more simple system due to some of the issues we have created 
within our RT environment. I think with me contributing some personal time 
and the continued support of this list we won't have to resort to using 
simple software that would create more problems in the long run. Also by 
trying to implement addons that may increase the value of RT, we are helping 
to contribue anyways.

So I apprecaite the suggestion Greg, but we are somewhat forced to find 
solutions on our own until we can find a way to return some profit.

On February 14, 2002 01:11 pm, you wrote:
> I believe that, for a modest fee, Jesse will do anything to RT that you
> require... :)
>
>
>
>
> -=-=-=-=-=-=-=-=-=-=-=-=-=-
> Greg Smythe
> SysAdmin
> Intellstat Communications
> WA State Resident
>
>
>
>
> -----Original Message-----
> From: RT2 Troubles [mailto:rt2trouble at morben.ca]
> Sent: Thursday, February 14, 2002 12:32 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Looking for solutions.. Suggestions..
>
>
> I've been trolling this list for awhile now, and for the most part,
> everything I could want and even things I didn't know I needed, have been
> offered up by people on the list. That's fantastic and everyone deserves a
> pat on the back.
>
> Lately I have been getting a bit too anxious and I have started tweaking
> and
>
> fiddling in hopes of learning enough to make changes on my own. *duck*
>
> I keep hearing of people who have solutions I need to implement, but they
> haven't contirbuted it to the fsck guys because they are worried about
> scrutiny and mockery. Some of these people have contributed code to me
> directly and for the most part, it's excelent code and these guys really
> should be sharing this stuff with everyone. Since that isn't going to
> happen
>
> overnight, and may never happen, I decided to post a few things I'm working
> on that might encourage some development or assistance.
>
> - Making single-click "Resolve" and "Delete" links available everywhere
> (headers/search index/MyQueues/etc) so that we can deal with spam and
> rhetorical requests. This should be stupid-easy and yet I cannot find the
> code for invoking that action.
>
> - Assigning a higher priority to tickets that come from certain people
> so that we can handle VIP requests. I know most of you use a procmail
> filter
>
> that dumps these requests into a separate queue, which is a simple
> workaround, but too messy for my immediate interests.
>
> - Making a list of who is logged into the RT web pages and perhaps how long
> they have been idle. This would be really handy when collaborating with
> multiple people on a specific task. I could also use it to tell me when
> it's
>
> safe to restart the server. Even better would be a calendar that lets us
> indicate who is scheduled to work and who is the primary point of contact
> at
>
> any given moment. We could add the "whoson" info to that calendar page and
> tie it all in together.
>
> - A simple list-box style 'Stock Answers' that avoids the java popup window
> that the original version uses. Using a list-box should be simple but, like
> most things that are easier said than done, I get mason errors when I
> change
>
> anything.
>
> I know I'm forgetting a few things but it's Valentines day over here and
> I'm
>
> easilly distracted.. ;)
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From rt2trouble at morben.ca  Thu Feb 14 17:20:01 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Thu, 14 Feb 2002 14:20:01 -0800
Subject: [rt-users] Looking for solutions.. Suggestions..
In-Reply-To: <20020214154328.Y57067@nixc.net>
References: <200202142032.g1EKWev27337@buffy.pacificcoast.net> <20020214154328.Y57067@nixc.net>
Message-ID: <200202142220.g1EMKav14384@buffy.pacificcoast.net>

Hmm.. Each authenticated page could write the users name as a file to an 
"online" directory no matter what the action is. Every 30 mins a cron job 
deletes the files that are too old and in each page/update there's a script 
that looks for the files and displays the list of people online with the last 
update time expressed as an idle value. Ofcourse the logoff option would 
delete the person's file immediately.

I have lots of ideas but I'm very much out of my element without PHP ability. 
I really need to find a good tutorial on Mason that will get me past the 
sadly confused state.

On February 14, 2002 12:43 pm, you wrote:
>   |+ - Making a list of who is logged into the RT web pages and perhaps how
>   | long + they have been idle. This would be really handy when
>   | collaborating with + multiple people on a specific task. I could also
>   | use it to tell me when it's + safe to restart the server. Even better
>   | would be a calendar that lets us + indicate who is scheduled to work
>   | and who is the primary point of contact at + any given moment. We could
>   | add the "whoson" info to that calendar page and + tie it all in
>   | together.
>
> I asked about this awhile ago, and after reading looking over the code,
> I'm not sure what an 'easy way' to approach this would be.
>
> I guess you could have RT either A)  write to a file when a user logs in,
> and has their login time.  When they logout, update this file.
>
> But the problem becomes when cookies and what-not expire, and
> what-not.  I know within my origization, not many people actually use the
> 'logoff' feature, they either A) just shut down their computers, or
> B) just close the browser all-together.  How could you then track these
> users?
>
> Option B would be to have another table in the database, but this still
> has the same problems as option A>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From rob at myinternetplace.net  Thu Feb 14 17:34:59 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Thu, 14 Feb 2002 14:34:59 -0800
Subject: [rt-users] Looking for solutions.. Suggestions..
In-Reply-To: <200202142032.g1EKWev27337@buffy.pacificcoast.net>
References: <200202142032.g1EKWev27337@buffy.pacificcoast.net>
Message-ID: <200202141434.59031@-kmail-1.3.9>

On Thursday 14 February 2002 12:32, RT2 Troubles wrote:

> I keep hearing of people who have solutions I need to implement, but they 
> haven't contirbuted it to the fsck guys because they are worried about 
> scrutiny and mockery. Some of these people have contributed code to me 
> directly and for the most part, it's excelent code and these guys really 

I would love to try out some of this code.  If you can, please email them to 
rob at myinternetplace.net

> - Assigning a higher priority to tickets that come from certain people 
> so that we can handle VIP requests. I know most of you use a procmail filter 
> that dumps these requests into a separate queue, which is a simple 
> workaround, but too messy for my immediate interests.

Is the procmail filter what is too messy, or the separate queue?  If the queue 
is what is too messy and you feel comfortable with procmail scripts, the 
enhanced mailgate has the ability to set priority for you.  I bet you could 
look at mailgate and enhanced mailgate and add the proper stuff to look at 
the from and open the ticket with the proper priority.

> - Making a list of who is logged into the RT web pages and perhaps how long 
> they have been idle.

Something which writes to an 'active' table with each click of a user, and 
then someone could have a 'watch' box, whereby each of their own clicks could 
show everyone but themselves, and how long it has been since that user last 
clicked.  You might have to turn off the refresh options on the start page, 
or you might find that people are alwyas never more than 5 minutes idle.

> This would be really handy when collaborating with multiple people on a
> specific task. I could also use it to tell me when it's safe to restart the
> server. Even better would be a calendar that lets us indicate who is
> scheduled to work and who is the primary point of contact at any given
> moment. We could add the "whoson" info to that calendar page and tie it all
> in together.

I think that this is a big job, bigger than the hack that I mentioned above.

> - A simple list-box style 'Stock Answers' that avoids the java popup window 
> that the original version uses. Using a list-box should be simple but, like 
> most things that are easier said than done, I get mason errors when I change 
> anything. 

I hear you.  That mason stuff is boggling my mind.  :-)

rob



From rmitzel at peer1.net  Thu Feb 14 17:50:46 2002
From: rmitzel at peer1.net (Rob Mitzel)
Date: Thu, 14 Feb 2002 14:50:46 -0800
Subject: [rt-users] Date displays as GMT
In-Reply-To: <AFEAILGMDODHCFKHENHHMEGGCFAA.bruce@go-mol.com>
Message-ID: <DKEPICGGEGFEBGNMNBHPAEGECDAA.rmitzel@peer1.net>

I had this EXACT same problem for ages with RT.  I'm running FreeBSD 4.4 for
my RT production box, and my timezone for pacific time is:

$Timezone =  'PST8PDT';

I hope that helps. :)

-Rob.


> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Bruce Riggins
> Sent: February 13, 2002 5:14 PM
> To: RT Users
> Subject: [rt-users] Date displays as GMT
>
>
> (version 2.0.8)
> The dates in the Web interface are showing as GMT instead of local time. I
> have set up config.pm for local time ($Timezone =  'US/Pacific';) but that
> doesn't seem to help.
>
> Any ideas? How do I fix this?
>
> Bruce Riggins
> bruce at go-mol.com
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From rt2trouble at morben.ca  Thu Feb 14 18:12:14 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Thu, 14 Feb 2002 15:12:14 -0800
Subject: [rt-users] Looking for solutions.. Suggestions..
In-Reply-To: <200202141434.59031@-kmail-1.3.9>
References: <200202142032.g1EKWev27337@buffy.pacificcoast.net> <200202141434.59031@-kmail-1.3.9>
Message-ID: <200202142312.g1ENCmv23625@buffy.pacificcoast.net>

> I would love to try out some of this code.  If you can, please email them
> to rob at myinternetplace.net

Each person gave me code with a similar disclaimer that it's for me to try 
and "too messy" for contribution. I know it's hard to separate ego from 
effort at times so I respect the decision of the developers. However, if you 
reply to some of the people who mention they have found solutions, you will 
get piles of code that is actually very usefull and should be public. I must 
owe beer and postcards to half the people on this list. :)

> Is the procmail filter what is too messy, or the separate queue?  If the
> queue is what is too messy and you feel comfortable with procmail scripts,
> the enhanced mailgate has the ability to set priority for you.  I bet you
> could look at mailgate and enhanced mailgate and add the proper stuff to
> look at the from and open the ticket with the proper priority.

The separate Queue was the messy part, we already have a zillion queues and 
adding another global queue that everyone has to sort through would not make 
me popular. I'll take a look at the enhanced mailgate, I had no idea it was 
capable of assigning priority to tickets. 

> Something which writes to an 'active' table with each click of a user, and
> then someone could have a 'watch' box, whereby each of their own clicks
> could show everyone but themselves, and how long it has been since that
> user last clicked.  You might have to turn off the refresh options on the
> start page, or you might find that people are alwyas never more than 5
> minutes idle.

Or just make the auto-refresh action a condition that is passed to the script 
so that it is ignored?

> > This would be really handy when collaborating with multiple people on a
> > specific task. I could also use it to tell me when it's safe to restart
> > the server. Even better would be a calendar that lets us indicate who is
> > scheduled to work and who is the primary point of contact at any given
> > moment. We could add the "whoson" info to that calendar page and tie it
> > all in together.
>
> I think that this is a big job, bigger than the hack that I mentioned
> above.

Yes the calendar would almost be a second project in my opinion. Though RT 
already has lots of features some people don't need and it does nothing to 
diminish it's popularity.

> > - A simple list-box style 'Stock Answers' that avoids the java popup
> > window that the original version uses. Using a list-box should be simple
> > but, like most things that are easier said than done, I get mason errors
> > when I change anything.
>
> I hear you.  That mason stuff is boggling my mind.  :-)
>
> rob

The coding is so tight and unlike any of the 'frilly' languages I am used 
to.. Can't we all just program in Apple Hyperscript (tm)? *duck* :)



From rob at myinternetplace.net  Thu Feb 14 18:44:45 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Thu, 14 Feb 2002 15:44:45 -0800
Subject: [rt-users] Looking for solutions.. Suggestions..
In-Reply-To: <200202142312.g1ENCmv23625@buffy.pacificcoast.net>
References: <200202142032.g1EKWev27337@buffy.pacificcoast.net> <200202141434.59031@-kmail-1.3.9> <200202142312.g1ENCmv23625@buffy.pacificcoast.net>
Message-ID: <200202141544.45814@-kmail-1.3.9>

On Thursday 14 February 2002 15:12, RT2 Troubles wrote:

> > I would love to try out some of this code.  If you can, please email them
> > to rob at myinternetplace.net
> 
> Each person gave me code with a similar disclaimer that it's for me to try 
> and "too messy" for contribution. I know it's hard to separate ego from 
> effort at times so I respect the decision of the developers.

Wow, they obviously haven't seen the code I have been putting on this list, 
then, have they?  :-)

> The separate Queue was the messy part, we already have a zillion queues and 
> adding another global queue that everyone has to sort through would not make 
> me popular. I'll take a look at the enhanced mailgate, I had no idea it was 
> capable of assigning priority to tickets. 

From the enhanced-mailgate.README:

requestor [+|-]<emailaddress>                                                  
cc [+|-]<emailaddress>
admincc [+|-]<emailaddress>
        For watcher operations, the operator defaults to +

subject <string>
owner <rt-user>                                                                
due <date>     
starts <date>
started <date> 
resolved <date>                                                                
status <status>
final-priority <int>
priority <int>
queue <queue id>
<keywordselect> [+|-]<keyword>
        For keyword selects, the operator defaults to + 

> > Something which writes to an 'active' table with each click of a user, and
> > then someone could have a 'watch' box, whereby each of their own clicks
> > could show everyone but themselves, and how long it has been since that
> > user last clicked.  You might have to turn off the refresh options on the
> > start page, or you might find that people are alwyas never more than 5
> > minutes idle.
> 
> Or just make the auto-refresh action a condition that is passed to the
> script so that it is ignored?

I didn't know the refresh could do that.  What do you do if I am physically 
here, but am just watching the queues refresh, not clicking on anything?

rob



From bruce at go-mol.com  Thu Feb 14 18:20:48 2002
From: bruce at go-mol.com (Bruce Riggins)
Date: Thu, 14 Feb 2002 15:20:48 -0800
Subject: [rt-users] Date displays as GMT
In-Reply-To: <DKEPICGGEGFEBGNMNBHPAEGECDAA.rmitzel@peer1.net>
Message-ID: <AFEAILGMDODHCFKHENHHIEHACFAA.bruce@go-mol.com>

I used tzselect to find the right option. For me, it was putting the
following in the profile:

	TZ=America/Los_Angeles; export TZ

Then I had to completely stop, then start, apache.

Thanks.

Bruce

-----Original Message-----
From: Rob Mitzel [mailto:rmitzel at peer1.net]
Sent: Thursday, February 14, 2002 2:51 PM
To: Bruce Riggins; RT Users
Subject: RE: [rt-users] Date displays as GMT


I had this EXACT same problem for ages with RT.  I'm running FreeBSD 4.4 for
my RT production box, and my timezone for pacific time is:

$Timezone =  'PST8PDT';

I hope that helps. :)

-Rob.


> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Bruce Riggins
> Sent: February 13, 2002 5:14 PM
> To: RT Users
> Subject: [rt-users] Date displays as GMT
>
>
> (version 2.0.8)
> The dates in the Web interface are showing as GMT instead of local time. I
> have set up config.pm for local time ($Timezone =  'US/Pacific';) but that
> doesn't seem to help.
>
> Any ideas? How do I fix this?
>
> Bruce Riggins
> bruce at go-mol.com
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From pburkett at callatg.com  Thu Feb 14 23:19:00 2002
From: pburkett at callatg.com (Paul Burkett)
Date: Thu, 14 Feb 2002 20:19:00 -0800
Subject: [rt-users] Date displays as GMT
In-Reply-To: <AFEAILGMDODHCFKHENHHMEGGCFAA.bruce@go-mol.com>
Message-ID: <EEECJNLABAPDMAMCLEJCKEHHCAAA.pburkett@callatg.com>

Yea, I have mine set as 'US/PST' but that still doesn't seem to work. I
dunno, I've never been good with setting up dates in linux (but it is
displaying correctly when I type the command 'date')

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Bruce Riggins
Sent: Wednesday, February 13, 2002 5:14 PM
To: RT Users
Subject: [rt-users] Date displays as GMT


(version 2.0.8)
The dates in the Web interface are showing as GMT instead of local time. I
have set up config.pm for local time ($Timezone =  'US/Pacific';) but that
doesn't seem to help.

Any ideas? How do I fix this?

Bruce Riggins
bruce at go-mol.com


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




From naivedell at yahoo.com  Fri Feb 15 03:04:43 2002
From: naivedell at yahoo.com (naive naive)
Date: Fri, 15 Feb 2002 00:04:43 -0800 (PST)
Subject: [rt-users] Using of Rt in WinNT OS ??
Message-ID: <20020215080443.98552.qmail@web21307.mail.yahoo.com>

Hi is it possible for rt to work in a WinNT OS?? I am
using the WinNT OS and not linux. Also I have problem
installing the freezethaw and apache-session
modules(using ppm for installation of the modules) 
which are required for rt.
Any help will be greatly appreciated!!!!
Thks.

__________________________________________________
Do You Yahoo!?
Got something to say? Say it better with Yahoo! Video Mail 
http://mail.yahoo.com



From harald.kollera at fun.de  Fri Feb 15 04:40:58 2002
From: harald.kollera at fun.de (Harald Kollera)
Date: Fri, 15 Feb 2002 10:40:58 +0100
Subject: [rt-users] Goto Ticket and Configuration
References: <69D72311B46FD4119EF100D0B77CF7DADD9A73@lightning.univ-wea.com>
Message-ID: <3C6CD7AA.443CB504@fun.de>

Hi Brad,

Brad Teale wrote:
>  
> 2) Why can all users see the configuration option?  This seems a little
> confusing.  Any user appears to be able to run down a whole list of
> configuration options, but when they try to commit it, it says permission
> denied.  Is there a patch to take this link off the page?
> 
For our purposes I solved this with a quick hack in the file
Elements/Tabs.
I added line 7,102  and 123-125. 

Line 6 - 11
% foreach $tab (sort keys %{$toptabs}) {
%  if (($tab eq 'D') && $notPrivileged) { next; }
            <TD ALIGN=CENTER>
              <font size=+1>
                [<A


Line 100 - 103
<%INIT>
my ($tab, $action);
my $notPrivileged = 1;
my $toptabs = .......

and 

Line 123 - 125

if ($session{'CurrentUser'}->HasSystemRight('ModifySelf')) {
  $notPrivileged = 0;
}

In our system only admins have the right to modify themselfs (and
others) and therefore only they can see the configuration :-)

It is not very sophisticated, but it works.

Harald Koll?ra

-- 
Dr. Harald Koll?ra
Professional Services
fun communications GmbH
Brauerstrasse 6   76135 Karlsruhe   Germany
Tel: +49 721 964480           Fax: +49 721 96448-299
email: harald.kollera at fun.de  http://www.fun.de/

I trust in http://www.keytrust.de



From hwagener at hamburg.fcb.com  Fri Feb 15 04:55:59 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Fri, 15 Feb 2002 10:55:59 +0100
Subject: [rt-users] fix for ace_ownermodify.patch
Message-ID: <3C6CDB2E.891853C@hamburg.fcb.com>

Hello,
I fixed the patch for an extra right regarding ownership in 2.0.11

apply the attached patch after the original one (I do not know who
wrote  it originally, since it's on my disk since late september).

My patch modifies Ticket.pm so AdminOwner is tested instead of
ModifyTicket.

Regards,
	Harald
-- 
Harald Wagener      |                           Systemadministrator 
FCB/Wilkens GmbH    |                         Tel.:+49-40-2881-1252 
An der Alster 42    |                         Fax.:+49-40-2881-1263 
20099 Hamburg       |                    http://www.fcb-wilkens.com
-------------- next part --------------
--- lib/RT/Ticket.pm.orig       Fri Feb 15 10:48:10 2002
+++ lib/RT/Ticket.pm    Fri Feb 15 10:47:30 2002
@@ -2400,5 +2400,5 @@
     my $Type = shift || "Give";
 
-    unless ($self->CurrentUserHasRight('ModifyTicket')) {
+    unless ($self->CurrentUserHasRight('AdminOwner')) {
        return (0, "Permission Denied");
     }
-------------- next part --------------
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From bengt at die.burse.uni-hamburg.de  Fri Feb 15 05:11:07 2002
From: bengt at die.burse.uni-hamburg.de (Bengt Wessling)
Date: Fri, 15 Feb 2002 11:11:07 +0100
Subject: [rt-users] mails bouncing: no recipients
Message-ID: <20020215111107.A13229@burse.uni-hamburg.de>

Hi,

I'm trying to get RT (2.0.9) sending mails like autoreplies. Incoming mails
work fine. But outgoing mails are bouncing, the mta is postfix:

...
<unknown>: Message processing aborted: No recipients specified

[-- Attachment #2: Delivery error report --]
[-- Type: message/delivery-status, Encoding: 7bit, Size: 0.2K --]

Reporting-MTA: dns; rttest-dot-de
Arrival-Date: Thu, 14 Feb 2002 18:01:40 +0100 (CET)

Final-Recipient: rfc822; unknown
Action: failed
Status: 5.0.0 


Diagnostic-Code: X-Postfix; Message processing aborted: No recipients
specified

[-- Attachment #3: Undelivered Message --]
[-- Type: message/rfc822, Encoding: 7bit, Size: 1.5K --]

From: xyz at rttest-dot-de
To: undisclosed-recipients:;
Date: Thu, 14 Feb 2002 18:01:40 +0100 (CET)


[-- Attachment #3: Undelivered Message --]
[-- Type: message/rfc822, Encoding: 7bit, Size: 1.5K --]

From: xyz at rttest-dot-de
To: undisclosed-recipients:;
Date: Thu, 14 Feb 2002 18:01:40 +0100 (CET)

From: general <rt-dev at rttest-dot-de>

RT-Ticket: rttest-dot-de #11

X-Mailer: Perl5 Mail::Internet v1.32

Reply-To: rt-dev at rttest-dot-de

RT-Originator: bengt.wessling at rt-dot-de

X-RT-Loop-Prevention: rttest-dot-de

Content-Disposition: inline

Content-Type: text/plain

Subject: [rttest-dot-de #11] AutoReply: mhmmmm

In-Reply-To: <rt-11 at rttest-dot-de>

Managed-BY: Request Tracker 2.0.9 (http://www.fsck.com/projects/rt/)

Precedence: bulk

Content-Transfer-Encoding: binary

To: bengt.wessling at rttest-dot-de

Sender: nobody <dev-general at rttest-dot-de>

Mime-Version: 1.0


       Greetings,
        This message has been automatically generated in response to the
creation of a trouble ticket regarding:
        "mhmmmm",
a summary of which appears below.
...


That looks as if RT is not adding a recipient to the header and only to the
body of the mail. I'm getting the same results when just mailing to watchers
or Cc: to someone. Can anyone comment on that?

thanks,

Bengt



From bruce_campbell at ripe.net  Fri Feb 15 07:01:37 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 15 Feb 2002 13:01:37 +0100 (CET)
Subject: [rt-users] mails bouncing: no recipients
In-Reply-To: <20020215111107.A13229@burse.uni-hamburg.de>
Message-ID: <Pine.LNX.4.44.0202151259440.23737-100000@x22.ripe.net>

On Fri, 15 Feb 2002, Bengt Wessling wrote:

> I'm trying to get RT (2.0.9) sending mails like autoreplies. Incoming mails
> work fine. But outgoing mails are bouncing, the mta is postfix:
>
> ...
> <unknown>: Message processing aborted: No recipients specified

Could you supply the following bits from your etc/config.pm:

	$MailCommand
	$SendmailArguments
	$SendmailPath
	$UseFriendlyToLine

Regards,


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




From bengt at die.burse.uni-hamburg.de  Fri Feb 15 07:12:23 2002
From: bengt at die.burse.uni-hamburg.de (Bengt Wessling)
Date: Fri, 15 Feb 2002 13:12:23 +0100
Subject: [rt-users] mails bouncing: no recipients
In-Reply-To: <Pine.LNX.4.44.0202151259440.23737-100000@x22.ripe.net>; from bruce_campbell@ripe.net on Fri, Feb 15, 2002 at 13:01:37 +0100
References: <20020215111107.A13229@burse.uni-hamburg.de> <Pine.LNX.4.44.0202151259440.23737-100000@x22.ripe.net>
Message-ID: <20020215131223.A14828@burse.uni-hamburg.de>

Hi Bruce,

On Fri, 15 Feb 2002, Bruce Campbell wrote:

> On Fri, 15 Feb 2002, Bengt Wessling wrote:
> 
> > I'm trying to get RT (2.0.9) sending mails like autoreplies. Incoming mails
> > work fine. But outgoing mails are bouncing, the mta is postfix:
> >
> > ...
> > <unknown>: Message processing aborted: No recipients specified
> 
> Could you supply the following bits from your etc/config.pm:

sure:
 
> 	$MailCommand
sendmail
> 	$SendmailArguments
tried -oi, -oi -t and -oi -ODeliveryMode=b -OErrorMode=m
> 	$SendmailPath
/usr/sbin/sendmail (that's the only one on the system)
> 	$UseFriendlyToLine
1, but also tried 0/undef

thanks,

Bengt



From bruce_campbell at ripe.net  Fri Feb 15 08:01:09 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 15 Feb 2002 14:01:09 +0100 (CET)
Subject: [rt-users] mails bouncing: no recipients
In-Reply-To: <20020215131223.A14828@burse.uni-hamburg.de>
Message-ID: <Pine.LNX.4.44.0202151358320.23737-100000@x22.ripe.net>

On Fri, 15 Feb 2002, Bengt Wessling wrote:

> On Fri, 15 Feb 2002, Bruce Campbell wrote:
> > On Fri, 15 Feb 2002, Bengt Wessling wrote:
> > > I'm trying to get RT (2.0.9) sending mails like autoreplies. Incoming mails
> > > work fine. But outgoing mails are bouncing, the mta is postfix:
> > > <unknown>: Message processing aborted: No recipients specified
> >
> > Could you supply the following bits from your etc/config.pm:
>
> sure:
>
> > 	$MailCommand
> sendmail

Try sendmailpipe instead.  The 'sendmail' $MailCommand invokes
Mail::Mailer, which is broken on some systems.  You will also need to
ensure that

> > 	$SendmailArguments
> tried -oi, -oi -t and -oi -ODeliveryMode=b -OErrorMode=m

has '-t' in it somewhere, and that the web user can execute

> > 	$SendmailPath
> /usr/sbin/sendmail (that's the only one on the system)

successfully.

> > 	$UseFriendlyToLine
> 1, but also tried 0/undef

postfix shouldn't have a problem if this is set to 1, as all the comments
I've seen on it speak great tomes about the evils of sendmail being
Friendly ;)

Regards,

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




From fred at lateral.net  Fri Feb 15 10:38:46 2002
From: fred at lateral.net (fred backman)
Date: Fri, 15 Feb 2002 15:38:46 +0000
Subject: [rt-users] Response to requestor fails
Message-ID: <a05101023b892dac04654@[195.224.188.251]>

Hi

I just finished installing RT 2.0.11 and I am both happy and 
impressed with it so far! But there's one thing which isn't working - 
response to requestor via the web form.

If I create a new ticket (via web or email) the autoreply works fine, 
so the system can definitely send emails. But when I reply to or 
resolve a ticket and want rt to notify the requestor, it just doesn't 
send an email. There are no error messages in the rt log, and no 
trace of the email in the postfix log. (fyi - the autoreply is logged 
in postfix).

Any idea what might be wrong? I have tried requesting tickets from 
two different email addresses, both got autoreplies but the web based 
replies and resolve notifications don't work.

Please advice.

TIA
/Fred
-- 



From hwagener at hamburg.fcb.com  Fri Feb 15 11:05:41 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Fri, 15 Feb 2002 17:05:41 +0100
Subject: [rt-users] Response to requestor fails
References: <a05101023b892dac04654@[195.224.188.251]>
Message-ID: <3C6D31D5.E63EBCBE@hamburg.fcb.com>

fred backman wrote:
> 
> Hi
> 
> I just finished installing RT 2.0.11 and I am both happy and
> impressed with it so far! But there's one thing which isn't working -
> response to requestor via the web form.
> 
> If I create a new ticket (via web or email) the autoreply works fine,
> so the system can definitely send emails. But when I reply to or
> resolve a ticket and want rt to notify the requestor, it just doesn't
> send an email. There are no error messages in the rt log, and no
> trace of the email in the postfix log. (fyi - the autoreply is logged
> in postfix).
> 
> Any idea what might be wrong? I have tried requesting tickets from
> two different email addresses, both got autoreplies but the web based
> replies and resolve notifications don't work.
> 
> Please advice.
> 

Can You tell us which scrips You defined?

Regards,
	Harald

-- 
Harald Wagener      |                           Systemadministrator 
FCB/Wilkens GmbH    |                         Tel.:+49-40-2881-1252 
An der Alster 42    |                         Fax.:+49-40-2881-1263 
20099 Hamburg       |                    http://www.fcb-wilkens.com
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From fred at lateral.net  Fri Feb 15 11:04:07 2002
From: fred at lateral.net (fred backman)
Date: Fri, 15 Feb 2002 16:04:07 +0000
Subject: Fixed (Re: [rt-users] Response to requestor fails)
In-Reply-To: <3C6D31D5.E63EBCBE@hamburg.fcb.com>
References: <a05101023b892dac04654@[195.224.188.251]>
 <3C6D31D5.E63EBCBE@hamburg.fcb.com>
Message-ID: <a05101027b892e18cddfc@[195.224.188.251]>

At 5:05 pm +0100 15/2/02, Harald Wagener wrote:
>fred backman wrote:
>>
>>  Hi
>>
>>  I just finished installing RT 2.0.11 and I am both happy and
>>  impressed with it so far! But there's one thing which isn't working -
>>  response to requestor via the web form.
>>
>>  If I create a new ticket (via web or email) the autoreply works fine,
>>  so the system can definitely send emails. But when I reply to or
>>  resolve a ticket and want rt to notify the requestor, it just doesn't
>>  send an email. There are no error messages in the rt log, and no
>>  trace of the email in the postfix log. (fyi - the autoreply is logged
>>  in postfix).
>>
>>  Any idea what might be wrong? I have tried requesting tickets from
>>  two different email addresses, both got autoreplies but the web based
>>  replies and resolve notifications don't work.
>>
>>  Please advice.
>>
>
>Can You tell us which scrips You defined?

I've got it working now. Problem was I didn't have the right scripts 
active. RTFM in other words ;-)

Thanks to those who helped me!

cheers
Fred
-- 



From wkelleher at aaservicesltd.com  Fri Feb 15 11:22:12 2002
From: wkelleher at aaservicesltd.com (wkelleher at aaservicesltd.com)
Date: Fri, 15 Feb 2002 11:22:12 -0500
Subject: [rt-users] Integrating with another Ticket system
Message-ID: <21C536E9D898D211BB8300A02413392723F2B2@AA_TAX>

I have got RT up and running and it gets more impressive every time I play
with it.

I need a way to integrate it with another system.

I need all our requests to be handled internally and if a certain person
decides that a ticket needs to be sent to the support team of one of our
primary software vendors I would like the system to communicate back and
forth as if the Admin was corresponding directly with the outside ticket
system and all the correspondence is recorded locally.

I believe at any time though I could query there system and get back all the
comments etc.. on the ticket.

I thought of setting up a user or Queue that when a ticket was assigned to
that entity it would automatically send an email to the outside ticket
system which in turn would reply with an incident ID and subsequent comments
and or solutions.

I think I would need a place to store there ID (watcher, last contact)
unless I could Use alpha's in our Id's (#AA123) and then just create a new
ticket on our system with the id from there system which would have no
alpha's (so we would never collide) and merge our ticket(s) into that one on
the fly.

I am pretty sure I will have to intercept the incoming email because there
system will strip the ID from the subject and send us into a loop. I think
the email sent back will always have the RT id in the body. I was going to
start to look at the IncomingEmail script in Contrib but Perl is not my
specialty. Maybe I should look at the current code that reads the subject to
get the ID and implement it into a new module to read the content and stop
when it finds the first occurence. 

I was wondering if anyone has done something like this

Here are the commands to issue to there system
************************************************

Our email interface allows our customers to create
new
incidents, track existing incidents, and update existing incidents with
new
information.  These commands are explained in detail below.

* To Create a New Incident

To create a new incident, simply send mail to
support at xyz.com, providing a
one line summary of the incident in the email subject, and a detailed
description of your issue in the body of the email.  You may also attach
any
relevant files to your message.  All information in the message will be
stored in a new incident, and an incident ID will be emailed back to
you.
You can then use this ID to track or update your incident.

* To Track an Existing Incident

To get a status update on an incident, make sure you have your incident
number
handy.  Send email to support at xyz.com, with the following
text in the subject
line:

    query incident 1234

where 1234 is replaced with your incident number.  An email will be sent
back
to you providing status on the incident.  If the incident was closed,
the
resolution or a work around will be provided.

* To Update an Existing Incident with More Information

To provide more information for a particular incident, make sure you
have
your incident number handy.  Send email to
support at xyz.com, with the
following text in the subject line:

    update incident 1234

where 1234 is replaced with your incident number.  Provide any
additional
information in the body of your email message.  You may also attach any
relevant files to your message.  An email will be sent back to you
providing
status on the incident.

Thank you for choosing XYZ.






From danielf at supportteam.net  Fri Feb 15 11:23:39 2002
From: danielf at supportteam.net (Daniel F. Chief Security Engineer -)
Date: Fri, 15 Feb 2002 10:23:39 -0600
Subject: [rt-users] Need Help
Message-ID: <200202151619.KAA09865@noir.propagation.net>

Trying to install RT. I get an error on the rt_user password every time I 
install on matter what i set the passowrd to or if the user dose not exsist 
before the install. Here is the output from the install

what I am doing wrong. 

TIA

make testdeps
/usr/bin/perl ./tools/testdeps -warn mysql
Checking for DBI 1.18 ...found
Checking for DBIx::DataSource 0.02 ...found
Checking for DBIx::SearchBuilder 0.48 ...found
Checking for HTML::Entities...found
Checking for MLDBM...found
Checking for Net::Domain...found
Checking for Net::SMTP...found
Checking for Params::Validate 0.02 ...found
Checking for HTML::Mason 1.02 ...found
Checking for CGI::Cookie 1.20 ...found
Checking for Apache::Cookie...found
Checking for Apache::Session 1.53 ...found
Checking for Date::Parse...found
Checking for Date::Format...found
Checking for MIME::Entity 5.108 ...found
Checking for Mail::Mailer 1.20 ...found
Checking for Getopt::Long 2.24 ...found
Checking for Tie::IxHash...found
Checking for Text::Wrapper...found
Checking for Text::Template...found
Checking for File::Spec 0.8 ...found
Checking for Errno...found
Checking for FreezeThaw...found
Checking for File::Temp...found
Checking for Log::Dispatch 1.6 ...found
Checking for DBD::mysql 2.0416 ...found
root at incidents:/usr/src/rt-2-0-11# make install
mkdir -p //incidents/db/rt/bin
mkdir -p //incidents/db/rt/WebRT/data
mkdir -p //incidents/db/rt/WebRT/sessiondata
mkdir -p //incidents/db/rt/etc
mkdir -p //incidents/db/rt/lib
mkdir -p //incidents/db/rt/WebRT/html
mkdir -p //incidents/db/rt/local/WebRT/html
/usr/bin/perl   tools/initdb 'mysql' '/incidents/db/mysql' 'localhost' '' 
'root' 'rt2' create
Now creating a database for RT.
Enter the mysql password for root:
Creating mysql database rt2.
cp etc/acl.mysql '//incidents/db/rt/etc/acl.mysql'
/usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
                        s'!!DB_HOST!!'"localhost"'g;\
                        s'!!DB_RT_PASS!!'"rt_pass"'g;\
                        s'!!DB_RT_HOST!!'"localhost"'g;\
                        s'!!DB_RT_USER!!'"rt_user"'g;\
                        s'!!DB_DATABASE!!'"rt2"'g;" 
//incidents/db/rt/etc/acl.mysql
bin/initacls.mysql '/incidents/db/mysql' 'localhost' '' 'root' '' 'rt2' 
'//incidents/db/rt/etc/acl.mysql'
Enter the mysql administrator's database password to create a new user for RT
Enter password:
Enter the mysql administrator's database password to nondestructively reload 
the database
Enter password:
/usr/bin/perl   tools/initdb 'mysql' '/incidents/db/mysql' 'localhost' '' 
'rt_user' 'rt2' insert
Now populating database schema.
Enter the mysql password for rt_user:
Creating database schema.
DBI->connect(dbname=rt2;host=localhost) failed: Access denied for user: 
'rt_user at localhost' (Using password: YES) at tools/initdb line 144
Access denied for user: 'rt_user at localhost' (Using password: YES) at 
tools/initdb line 144, <STDIN> line 1.
make: *** [initdb.rtuser] Error 255
-- 
Chief Security Engineer | Daniel Fairchild danielf at supportteam.net
Unix is like a wigwam -- no Gates, no Windows, and an Apache inside.





From rob at myinternetplace.net  Fri Feb 15 11:33:43 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Fri, 15 Feb 2002 08:33:43 -0800
Subject: [rt-users] Need Help
In-Reply-To: <200202151619.KAA09865@noir.propagation.net>
References: <200202151619.KAA09865@noir.propagation.net>
Message-ID: <200202150833.43280@-kmail-1.3.9>

On Friday 15 February 2002 08:23, Daniel F. Chief Security Engineer - wrote:

> Trying to install RT. I get an error on the rt_user password every time I 
> install on matter what i set the passowrd to or if the user dose not exsist 
> before the install. Here is the output from the install
> 
> what I am doing wrong. 

> /usr/bin/perl   tools/initdb 'mysql' '/incidents/db/mysql' 'localhost' '' 
> 'root' 'rt2' create
> Now creating a database for RT.
> Enter the mysql password for root:
> Creating mysql database rt2.
> cp etc/acl.mysql '//incidents/db/rt/etc/acl.mysql'
> /usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
>                         s'!!DB_HOST!!'"localhost"'g;\
>                         s'!!DB_RT_PASS!!'"rt_pass"'g;\
>                         s'!!DB_RT_HOST!!'"localhost"'g;\
>                         s'!!DB_RT_USER!!'"rt_user"'g;\
>                         s'!!DB_DATABASE!!'"rt2"'g;" 
> //incidents/db/rt/etc/acl.mysql
> bin/initacls.mysql '/incidents/db/mysql' 'localhost' '' 'root' '' 'rt2' 
> '//incidents/db/rt/etc/acl.mysql'
> Enter the mysql administrator's database password to create a new user for 
RT
> Enter password:
> Enter the mysql administrator's database password to nondestructively reload 
> the database
> Enter password:
> /usr/bin/perl   tools/initdb 'mysql' '/incidents/db/mysql' 'localhost' '' 
> 'rt_user' 'rt2' insert
> Now populating database schema.
> Enter the mysql password for rt_user:
> Creating database schema.
> DBI->connect(dbname=rt2;host=localhost) failed: Access denied for user: 
> 'rt_user at localhost' (Using password: YES) at tools/initdb line 144
> Access denied for user: 'rt_user at localhost' (Using password: YES) at 
> tools/initdb line 144, <STDIN> line 1.
> make: *** [initdb.rtuser] Error 255

Looks like you either told the interactive make program the wrong mysql 
password for your rt_user or you don't have rt_user in your mysql users table 
with the same password as you supplied to the make program.

Using the same username (rt_user), and the same password, can you do mysql 
commands against the rt2 database?

rob



From danielf at supportteam.net  Fri Feb 15 11:45:33 2002
From: danielf at supportteam.net (Daniel F. Chief Security Engineer -)
Date: Fri, 15 Feb 2002 10:45:33 -0600
Subject: [rt-users] Need Help
In-Reply-To: <200202150833.43280@-kmail-1.3.9>
References: <200202151619.KAA09865@noir.propagation.net> <200202150833.43280@-kmail-1.3.9>
Message-ID: <200202151641.KAA15999@noir.propagation.net>

On Friday 15 February 2002 10:33 am, you wrote:
> On Friday 15 February 2002 08:23, Daniel F. Chief Security Engineer - wrote:
> > Trying to install RT. I get an error on the rt_user password every time I
> > install on matter what i set the passowrd to or if the user dose not
> > exsist before the install. Here is the output from the install
> >
> > what I am doing wrong.
> >
> > /usr/bin/perl   tools/initdb 'mysql' '/incidents/db/mysql' 'localhost' ''
> > 'root' 'rt2' create
> > Now creating a database for RT.
> > Enter the mysql password for root:
> > Creating mysql database rt2.
> > cp etc/acl.mysql '//incidents/db/rt/etc/acl.mysql'
> > /usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
> >                         s'!!DB_HOST!!'"localhost"'g;\
> >                         s'!!DB_RT_PASS!!'"rt_pass"'g;\
> >                         s'!!DB_RT_HOST!!'"localhost"'g;\
> >                         s'!!DB_RT_USER!!'"rt_user"'g;\
> >                         s'!!DB_DATABASE!!'"rt2"'g;"
> > //incidents/db/rt/etc/acl.mysql
> > bin/initacls.mysql '/incidents/db/mysql' 'localhost' '' 'root' '' 'rt2'
> > '//incidents/db/rt/etc/acl.mysql'
> > Enter the mysql administrator's database password to create a new user
> > for
>
> RT
>
> > Enter password:
> > Enter the mysql administrator's database password to nondestructively
> > reload the database
> > Enter password:
> > /usr/bin/perl   tools/initdb 'mysql' '/incidents/db/mysql' 'localhost' ''
> > 'rt_user' 'rt2' insert
> > Now populating database schema.
> > Enter the mysql password for rt_user:
> > Creating database schema.
> > DBI->connect(dbname=rt2;host=localhost) failed: Access denied for user:
> > 'rt_user at localhost' (Using password: YES) at tools/initdb line 144
> > Access denied for user: 'rt_user at localhost' (Using password: YES) at
> > tools/initdb line 144, <STDIN> line 1.
> > make: *** [initdb.rtuser] Error 255
>
> Looks like you either told the interactive make program the wrong mysql
> password for your rt_user or you don't have rt_user in your mysql users
> table with the same password as you supplied to the make program.
>
> Using the same username (rt_user), and the same password, can you do mysql
> commands against the rt2 database?
>
> rob

Yeah after it did not work with the first install i added a rt_user user and 
gave him a pass I was able to login to the mysql db so I tried again got the 
same thing. then just for kicks i tried ti login in to the blank rt2 db and i 
got in with the rt_user I serup thats why I am so stummped here I looked 
through the archives and seen a similar post and did waht they suggested 
which was to delete the first two lines in etc/acl.mysql and still the same 
error. 

I am using the latest rt 2.0.11 and mysql 3.23.48. 


-- 
Chief Security Engineer | Daniel Fairchild danielf at supportteam.net
Unix is like a wigwam -- no Gates, no Windows, and an Apache inside.





From kukla at acsu.buffalo.edu  Fri Feb 15 11:49:54 2002
From: kukla at acsu.buffalo.edu (Michael F Kukla)
Date: Fri, 15 Feb 2002 11:49:54 -0500 (EST)
Subject: [rt-users] 1st Install, Web Interface broke, can't begin to admin
Message-ID: <Pine.GSO.4.05.10202151106510.18660-100000@joxer.acsu.buffalo.edu>

	We are new to rt. We've just installed rt2.0.11 on a machine running red
hat linux 7.2 and its pre-installed perl 5.6.0.

	As I will detail below, everything seems to be installed and configured
properly: mod-perl compiled statically with apache  (as revealed by typing
httpd -l) and so on.
        
        However, when we try to get the web interface, typing either

        http://hostname/rt2
or
        http://127.0.0.1/rt2
        
we get an abortive sort of  web page which includes only the top RT banner
telling us we are "Not Logged in" along with  a second banner with this
error message

        "You are not an authorized user"
        
        Below this is the centered table block with gray background where
one normally logs into RT, (or so I guess).  However  instead of getting
two text input fields and a submit button, the table block is devoid of
any html form elements and includes only RT's copyright notice.

        We cannot get over this hurdle, and of course cannot configure
users, queues or anything else till we do.

	Our Apache version is 1.3.23 and we have installed the latest versions of
mod perl and mysql.

	Mason and Apache::DBI were installed by hand, all the other prerequisite
perl modules using make fixdeps. 

	We can log into the rt database without any problem via the
command line.

I.e.,

	> mysql -u rt_user -p rt2

works just fine.

	Please note that we are cognizant of the need to use apachetcl to
stop and start apache after making any attempts to fix this. But the problem
doesn't seem to be with Apache.  Apache's error log doesn't show any
complaints at all.  All the same, the relevant parts of httpd.conf follow
below

Alias /rt2 "/opt/rt2/WebRT/html"
PerlRequire /opt/rt2/bin/webmux.pl 
PerlModule Apache::DBI
PerlFreshRestart On
<Location /rt2>
    SetHandler perl-script
    PerlHandler RT::Mason
</Location>

<Directory "/opt/rt2/WebRT/html">
    Options Indexes FollowSymLinks MultiViews
    AllowOverride None
    Order allow,deny
    Allow from all
</Directory>


Per the RT manual I have also tried the setup above without including 

PerlModule Apache::DBI
PerlFreshRestart On

But this makes no difference

Any help with this problem would be greatly appreciated


Mike Kukla, 
Erstwhile Web Developer
The College of Arts and Sciences, University at Buffalo
kukla at buffalo.edu




From gwarnagiris at babcockbrown.com  Fri Feb 15 12:16:28 2002
From: gwarnagiris at babcockbrown.com (George Warnagiris)
Date: Fri, 15 Feb 2002 12:16:28 -0500
Subject: [rt-users] 1st Install, Web Interface broke, can't begin to a
	dmin
Message-ID: <D2C244AC3888D511AB120008C7864703012DA408@soho.ny.babcockbrown.com>

Michael,

Did you modify the default setting of the $WebPath variable in RT's
config.pm?

<--from /opt/rt2/etc/config.pm-->
# If you're putting the web ui somewhere other than at the root of
# your server
# $WebPath requires a leading / but no trailing /

$WebPath = "";
<--end-->

Did you try to access the system with http://hostname only?

George

-----Original Message-----
From:	Michael F Kukla [mailto:kukla at acsu.buffalo.edu]
Sent:	Friday, February 15, 2002 11:50 AM
To:	rt-users at lists.fsck.com
Cc:	Martin Camacho
Subject:	[rt-users] 1st Install, Web Interface broke, can't begin to
admin


	We are new to rt. We've just installed rt2.0.11 on a machine running
red
hat linux 7.2 and its pre-installed perl 5.6.0.

	As I will detail below, everything seems to be installed and
configured
properly: mod-perl compiled statically with apache  (as revealed by typing
httpd -l) and so on.
        
        However, when we try to get the web interface, typing either

        http://hostname/rt2
or
        http://127.0.0.1/rt2
        
we get an abortive sort of  web page which includes only the top RT banner
telling us we are "Not Logged in" along with  a second banner with this
error message

        "You are not an authorized user"
        
        Below this is the centered table block with gray background where
one normally logs into RT, (or so I guess).  However  instead of getting
two text input fields and a submit button, the table block is devoid of
any html form elements and includes only RT's copyright notice.

        We cannot get over this hurdle, and of course cannot configure
users, queues or anything else till we do.

	Our Apache version is 1.3.23 and we have installed the latest
versions of
mod perl and mysql.

	Mason and Apache::DBI were installed by hand, all the other
prerequisite
perl modules using make fixdeps. 

	We can log into the rt database without any problem via the
command line.

I.e.,

	> mysql -u rt_user -p rt2

works just fine.

	Please note that we are cognizant of the need to use apachetcl to
stop and start apache after making any attempts to fix this. But the problem
doesn't seem to be with Apache.  Apache's error log doesn't show any
complaints at all.  All the same, the relevant parts of httpd.conf follow
below

Alias /rt2 "/opt/rt2/WebRT/html"
PerlRequire /opt/rt2/bin/webmux.pl 
PerlModule Apache::DBI
PerlFreshRestart On
<Location /rt2>
    SetHandler perl-script
    PerlHandler RT::Mason
</Location>

<Directory "/opt/rt2/WebRT/html">
    Options Indexes FollowSymLinks MultiViews
    AllowOverride None
    Order allow,deny
    Allow from all
</Directory>


Per the RT manual I have also tried the setup above without including 

PerlModule Apache::DBI
PerlFreshRestart On

But this makes no difference

Any help with this problem would be greatly appreciated


Mike Kukla, 
Erstwhile Web Developer
The College of Arts and Sciences, University at Buffalo
kukla at buffalo.edu


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



This email message may contain information that is confidential and
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From andy.henson at zexia.co.uk  Fri Feb 15 12:33:00 2002
From: andy.henson at zexia.co.uk (Andy Henson)
Date: Fri, 15 Feb 2002 17:33 +0000 (GMT Standard Time)
Subject: [rt-users] Beginner problems with web interface to RT2
Message-ID: <memo.20020215173322.22837D@arh.compulink.co.uk>

I've just installed RT 2.0.11 on a "alice".

When I set up the virtual host...

----------------
<VirtualHost 195.82.114.15>
ServerAdmin webmaster at zexia.co.uk
ServerName alice.zexia.co.uk
DocumentRoot /opt/rt2/WebRT/html
PerlModule Apache::DBI
PerlFreshRestart On
PerlRequire /opt/rt2/bin/webmux.pl
<Location />
        SetHandler perl-script
        PerlHandler RT::Mason
</Location>
</VirtualHost>
----------------

And do a config test using apachectl configtest
(alice runs apache with mod_perl)...

----------------
$ web configtest
"RT::EasySearch" is not exported by the RT::Scrip module at 
/opt/rt2/lib/RT/Scrips.pm line 31
[Fri Feb 15 17:24:47 2002] [error] Can't continue after import errors at 
/opt/rt
2/lib/RT/Scrips.pm line 31
BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Scrips.pm line 31.
BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Transaction.pm line 
112.
BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Transactions.pm line 
30.
BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Ticket.pm line 2706.
BEGIN failed--compilation aborted at /opt/rt2/bin/webmux.pl line 47.
----------------

The EasySearch.pm is present in the /opt/rt2/lib/RT/ directory.

What's going wrong?

Andy



From danielf at supportteam.net  Fri Feb 15 13:43:58 2002
From: danielf at supportteam.net (Daniel F. Chief Security Engineer -)
Date: Fri, 15 Feb 2002 12:43:58 -0600
Subject: [rt-users] Need Help
In-Reply-To: <200202150833.43280@-kmail-1.3.9>
References: <200202151619.KAA09865@noir.propagation.net> <200202150833.43280@-kmail-1.3.9>
Message-ID: <200202151840.MAA27239@noir.propagation.net>

I figured it out I missed the password variable in the Makefile :)

oops. 

thanks

On Friday 15 February 2002 10:33 am, Rob Walker wrote:
> On Friday 15 February 2002 08:23, Daniel F. Chief Security Engineer - wrote:
> > Trying to install RT. I get an error on the rt_user password every time I
> > install on matter what i set the passowrd to or if the user dose not
> > exsist before the install. Here is the output from the install
> >
> > what I am doing wrong.
> >
> > /usr/bin/perl   tools/initdb 'mysql' '/incidents/db/mysql' 'localhost' ''
> > 'root' 'rt2' create
> > Now creating a database for RT.
> > Enter the mysql password for root:
> > Creating mysql database rt2.
> > cp etc/acl.mysql '//incidents/db/rt/etc/acl.mysql'
> > /usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
> >                         s'!!DB_HOST!!'"localhost"'g;\
> >                         s'!!DB_RT_PASS!!'"rt_pass"'g;\
> >                         s'!!DB_RT_HOST!!'"localhost"'g;\
> >                         s'!!DB_RT_USER!!'"rt_user"'g;\
> >                         s'!!DB_DATABASE!!'"rt2"'g;"
> > //incidents/db/rt/etc/acl.mysql
> > bin/initacls.mysql '/incidents/db/mysql' 'localhost' '' 'root' '' 'rt2'
> > '//incidents/db/rt/etc/acl.mysql'
> > Enter the mysql administrator's database password to create a new user
> > for
>
> RT
>
> > Enter password:
> > Enter the mysql administrator's database password to nondestructively
> > reload the database
> > Enter password:
> > /usr/bin/perl   tools/initdb 'mysql' '/incidents/db/mysql' 'localhost' ''
> > 'rt_user' 'rt2' insert
> > Now populating database schema.
> > Enter the mysql password for rt_user:
> > Creating database schema.
> > DBI->connect(dbname=rt2;host=localhost) failed: Access denied for user:
> > 'rt_user at localhost' (Using password: YES) at tools/initdb line 144
> > Access denied for user: 'rt_user at localhost' (Using password: YES) at
> > tools/initdb line 144, <STDIN> line 1.
> > make: *** [initdb.rtuser] Error 255
>
> Looks like you either told the interactive make program the wrong mysql
> password for your rt_user or you don't have rt_user in your mysql users
> table with the same password as you supplied to the make program.
>
> Using the same username (rt_user), and the same password, can you do mysql
> commands against the rt2 database?
>
> rob
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users

-- 
Chief Security Engineer | Daniel Fairchild danielf at supportteam.net
Unix is like a wigwam -- no Gates, no Windows, and an Apache inside.





From mrz at intelenet.net  Fri Feb 15 13:50:39 2002
From: mrz at intelenet.net (matthew zeier)
Date: Fri, 15 Feb 2002 10:50:39 -0800
Subject: [rt-users] auto-created users and passwords
Message-ID: <025901c1b651$a99efe20$64180a0a@ICIPC1>

How do I automatically send passwords to users when they open tickets
through email?




From bruce_campbell at ripe.net  Fri Feb 15 16:36:22 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 15 Feb 2002 22:36:22 +0100 (CET)
Subject: [rt-users] auto-created users and passwords
In-Reply-To: <025901c1b651$a99efe20$64180a0a@ICIPC1>
Message-ID: <Pine.LNX.4.44.0202152234320.23737-100000@x22.ripe.net>

On Fri, 15 Feb 2002, matthew zeier wrote:

> How do I automatically send passwords to users when they open tickets
> through email?

http://www.fsck.com/rtfm/factoid.html?id=68
http://lists.fsck.com/pipermail/rt-users/2002-January/006223.html

At the moment, its a no ;)

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




From saverio.palmieri at dglnet.com.br  Fri Feb 15 16:48:05 2002
From: saverio.palmieri at dglnet.com.br (Saverio Palmieri Neto)
Date: Fri, 15 Feb 2002 19:48:05 -0200
Subject: [rt-users] Strange Sender: Header.
In-Reply-To: <025901c1b651$a99efe20$64180a0a@ICIPC1>
Message-ID: <CEEGJJMDFEIIFPLLMKGFOEHFGFAA.saverio.palmieri@dglnet.com.br>

Hi everyone,

	Im getting a strange Sender header on messages generated by RT2, RT1 is
working perfectly. A "Sender:" header is been added to every message,
Outlook mess the From when this header is present, I understand this is not
realy a bug, but it's anoying.

	To make sure that sendmail is not inserting the header I put the following
string in place ou sendmail.

--
#!/bin/sh
cat > /tmp/aaa
--

	After sending a correspondence from RT this is the message I got:

Message-Id: <rt-310024-126.14.1232315821522 at DGL>
From: Saverio Palmieri Neto via RT <sistemas at rt.dgl.com.br>
RT-Ticket: DGL #310024
X-Mailer: Perl5 Mail::Internet v1.42
Reply-To: sistemas at rt.dgl.com.br
RT-Originator: saverio at dglnet.com.br
X-RT-Loop-Prevention: DGL
Content-Disposition: inline
Content-Type: text/plain
Subject: [DGL #310024] TESTE III
In-Reply-To: <rt-310024 at DGL>
Managed-BY: Request Tracker 2.0.11 (http://www.fsck.com/projects/rt/)
Precedence: bulk
MIME-Version: 1.0
Content-Transfer-Encoding: binary
To: saverio.palmieri at dglnet.com.br
Sender: "www-data" <www-data at ns-3.dglnet.com.br>

teste.

	I dont know what put the "Sender" header into the message, I tried to trace
it under the code and could not find it. Can anyone help me how to get ride
ou this anoying header?

	Thanks in advance for any help, my best regards,

		Saverio.




From mspitze1 at optonline.net  Sun Feb 17 00:17:32 2002
From: mspitze1 at optonline.net (Marc Spitzer)
Date: Sun, 17 Feb 2002 00:17:32 -0500
Subject: [rt-users] where is RT/Masion.pm in rt 2?
Message-ID: <00f501c1b772$66de8b60$8c09cea7@eng.cv.net>

I just downloaded 2-0-11 and It is looking for RT/Masion.pm and near as I
could tell RT did not have that in the tar ball or cvs.

Thanks

marc





From bengt at die.burse.uni-hamburg.de  Sun Feb 17 06:50:54 2002
From: bengt at die.burse.uni-hamburg.de (Bengt Wessling)
Date: Sun, 17 Feb 2002 12:50:54 +0100
Subject: [rt-users] mails bouncing: no recipients
In-Reply-To: <Pine.LNX.4.44.0202151358320.23737-100000@x22.ripe.net>; from bruce_campbell@ripe.net on Fri, Feb 15, 2002 at 14:01:09 +0100
References: <20020215131223.A14828@burse.uni-hamburg.de> <Pine.LNX.4.44.0202151358320.23737-100000@x22.ripe.net>
Message-ID: <20020217125054.A10707@burse.uni-hamburg.de>

Hi Bruce,

On Fri, 15 Feb 2002, Bruce Campbell wrote:

> > > 	$MailCommand
> > sendmail
> 
> Try sendmailpipe instead.  The 'sendmail' $MailCommand invokes
> Mail::Mailer, which is broken on some systems.  You will also need to
> ensure that

done that and
 
> > > 	$SendmailArguments
> > tried -oi, -oi -t and -oi -ODeliveryMode=b -OErrorMode=m
> 
> has '-t' in it somewhere, and that the web user can execute

and that: outgoing mail is working. Thanks very much,

Bengt



From Daniel.Schwager at dtnet.de  Sun Feb 17 08:37:25 2002
From: Daniel.Schwager at dtnet.de (Daniel Schwager)
Date: Sun, 17 Feb 2002 14:37:25 +0100
Subject: [rt-users] Adding temporally (for one ticket) some watchers..
Message-ID: <3C6FB215.11112B80@dtnet.de>

Hi Teo,

in 
	http://lists.fsck.com/pipermail/rt-users/2001-October/005010.html
you sent a patch for adding Watchers (CC/Requestor/AdminCC) temporally
for one Comment/Correspondence.
I try to implement this patch, but i get the following error-message.
Do you know, what's going wrong ? (RT Version 2-0-11)

Merci for you help

Danny

error in file:   /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm
  line 355:  Can't call method "fetchrow" on an undefined value

context:   ...
351:  my $query = shift;
352:  my @bind_values = @_;
353:  my $sth = $self->SimpleQuery($query, @bind_values);
354:
355:  return ($sth->fetchrow);
356:  }
357:  # }}}
358:
359:  # {{{ BinarySafeBLOBs
...

component stack:   /Ticket/Display.html [standard]
/autohandler [standard]

code stack:   /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm:355
/opt/rt2/lib/RT/User.pm:1037
/opt/rt2/lib/RT/User.pm:718
/opt/rt2/lib/RT/Ticket.pm:2415
/opt/rt2/lib/RT/Interface/Web.pm:791
/opt/rt2/WebRT/data/obj/STANDARD/Ticket/Display.html:142
/opt/rt2/WebRT/data/obj/STANDARD/autohandler:69



-------------------- cut ---------------------------------------------------
----- http://lists.fsck.com/pipermail/rt-users/2001-October/005010.html ----
-----------------------------------------------------------------------------

>
> Does anybody know of a shortcut around setting up a one-time use CC or
> is this something that I'll have to ask for in a future version?  As I'm
> new to the structure of RT2, if I were to do this myself, where should I
> look to be able to modify both the GUI and the beavior of the mailer?

We have one group who does a lot of this - we basically did this:

Copy WebRT/Ticket/Update.html and Display.html to the local directory,
then add the Element 'EditPeople' into the html code of your 'local' copy:

$ diff Update.html /usr/local/rt2/WebRT/html/Ticket/Update.html
62,64d61
< <& /Elements/TitleBoxEnd &>
< <& /Elements/TitleBoxStart, title => 'People',width => "100%", color=>
"#333399" &>
< <& Elements/EditPeople, Ticket => $Ticket, UserField => $UserField,
UserString => $UserString, UserOp => $UserOp &>
67d63
<
114,116d109
< $UserField => undef
< $UserOp => undef
< $UserString => undef


Then, add the update logic into the INIT section of the Display.html:

$ diff Display.html /usr/local/rt2/WebRT/html/Ticket/Display.html
133,135d132
< my @wresults = ProcessTicketWatchers( TicketObj => $Ticket, ARGSRef =>
\%ARGS);
< push @Actions, @wresults;

We further customised our Ticket/Elements/EditPeople page, so that in
addition to two text input forms, we also have a Select for commonly used
addresses.

--
------------------------------------------------------------
DT Netsolution GmbH -  Talaeckerstr. 30 -  D-70437 Stuttgart
Tel: +49-711-849910-32               Fax: +49-711-849910-932
WEB: http://www.dtnet.de/           email: schwager at dtnet.de



From mrz at intelenet.net  Sun Feb 17 11:56:53 2002
From: mrz at intelenet.net (matthew zeier)
Date: Sun, 17 Feb 2002 08:56:53 -0800
Subject: [rt-users] missing favicon.ico
Message-ID: <06cf01c1b7d4$1a288f20$0b16160a@Desktop>

Where can I find this file?

[Fri Feb 15 22:44:15 2002] [error] [Mason] File does not exist:
/opt/rt2/WebRT/html/favicon.ico

--
matthew zeier - "In mathematics you don't understand things.  You just
get used to them." - Johann von Neumann




From allbery at ece.cmu.edu  Sun Feb 17 12:11:47 2002
From: allbery at ece.cmu.edu (Brandon S. Allbery  KF8NH)
Date: 17 Feb 2002 12:11:47 -0500
Subject: [rt-users] missing favicon.ico
In-Reply-To: <06cf01c1b7d4$1a288f20$0b16160a@Desktop>
References: <06cf01c1b7d4$1a288f20$0b16160a@Desktop>
Message-ID: <1013965909.18756.5.camel@rushlight.kf8nh.apk.net>

On Sun, 2002-02-17 at 11:56, matthew zeier wrote:
> [Fri Feb 15 22:44:15 2002] [error] [Mason] File does not exist:
> /opt/rt2/WebRT/html/favicon.ico

It's not needed; IE, Mozilla, and Galeon try to retrieve it just to have
a fancy icon for bookmarks.

But someone sent this (attached) to rt-devel recently, if you want to
have one.  Put it in NoAuth/images/favicon.ico under the RT web
directory, add "AddType image/x-icon .ico" to httpd.conf, and restart
apache.  (Or so it's reported....)

-- 
brandon s. allbery   [linux][solaris][japh][freebsd]
allbery at kf8nh.apk.net
system administrator [openafs][heimdal][too many hats]
allbery at ece.cmu.edu
electrical and computer engineering                                 
KF8NH
carnegie mellon university    ["better check the oblivious first"
-ke6sls]
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From mrz at intelenet.net  Sun Feb 17 14:59:04 2002
From: mrz at intelenet.net (matthew zeier)
Date: Sun, 17 Feb 2002 11:59:04 -0800
Subject: [rt-users] cycling through usernames in RT::Users
Message-ID: <07d801c1b7ed$8d7bfd90$0b16160a@Desktop>

Does anyone have any code snippet to cycle through all users in a certain
group ?

I'm working on another version of a nag script that will run through each
user's tickets and toss out reminders.  Want to get user's email address and
name dynamically.

Thanks.

--
matthew zeier - "In mathematics you don't understand things.  You just
get used to them." - Johann von Neumann




From pdh at snapgear.com  Sun Feb 17 16:51:33 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 18 Feb 2002 07:51:33 +1000
Subject: [rt-users] cycling through usernames in RT::Users
In-Reply-To: <07d801c1b7ed$8d7bfd90$0b16160a@Desktop>
References: <07d801c1b7ed$8d7bfd90$0b16160a@Desktop>
Message-ID: <20020217215133.GF2561@moreton.com.au>

matthew zeier wrote:
> Does anyone have any code snippet to cycle through all users in a certain
> group ?

Users->MemberOfGroup() looks like it should do what you want.





From mrz at intelenet.net  Sun Feb 17 17:41:30 2002
From: mrz at intelenet.net (matthew zeier)
Date: Sun, 17 Feb 2002 14:41:30 -0800
Subject: [rt-users] cycling through usernames in RT::Users
References: <07d801c1b7ed$8d7bfd90$0b16160a@Desktop> <20020217215133.GF2561@moreton.com.au>
Message-ID: <09e101c1b804$3e809a40$0b16160a@Desktop>


> matthew zeier wrote:
> > Does anyone have any code snippet to cycle through all users in a
certain
> > group ?
>
> Users->MemberOfGroup() looks like it should do what you want.

I was hoping to find something more complete than that.  What I have right
now, which isn't working (I don't get anything on dumpValue()):

use lib "/opt/rt2/lib";
use lib "/opt/rt2/etc";

use RT::Interface::CLI  qw(CleanEnv LoadConfig DBConnect
               GetCurrentUser GetMessageContent);

CleanEnv();
LoadConfig();
DBConnect();

use RT::Date;
use RT::Queue;
use RT::Tickets;
use RT::Users;

my $users_obj    = new RT::Users($RT::SystemUser);
$users_obj->MemberOfGroup('6');

while (my $user = $users_obj->Next) {
    dumpValue($user);
}

$RT::Handle->Disconnect();


I don't appear to enter the while() loop.

- mz




From stock at cse.Buffalo.EDU  Sun Feb 17 18:56:14 2002
From: stock at cse.Buffalo.EDU (Matthew D. Stock)
Date: Sun, 17 Feb 2002 18:56:14 -0500 (EST)
Subject: [rt-users] cycling through usernames in RT::Users
In-Reply-To: <09e101c1b804$3e809a40$0b16160a@Desktop>
References: <07d801c1b7ed$8d7bfd90$0b16160a@Desktop>
	<20020217215133.GF2561@moreton.com.au>
	<09e101c1b804$3e809a40$0b16160a@Desktop>
Message-ID: <15472.17182.557588.711930@perdix.cse.buffalo.edu>

matthew zeier writes:
 > I was hoping to find something more complete than that.  What I have
 > right
 > now, which isn't working (I don't get anything on dumpValue()):

Try something like: 
 
 
use RT::Group; 
 
my $group = new RT::Group($RT::SystemUser); 
$group->Load('groupname'); 
$mo = $group->MembersObj; 
 
while ($groupmember_obj = $mo->Next) { 
  $user_obj = $groupmember_obj->UserObj; 
  print $user_obj->Name,"\n"; 
} 
 
You need to start with the group, then iterate through the membership, 
converting those to users.
  -Matt



From mrz at intelenet.net  Sun Feb 17 22:14:20 2002
From: mrz at intelenet.net (matthew zeier)
Date: Sun, 17 Feb 2002 19:14:20 -0800
Subject: [rt-users] cycling through usernames in RT::Users
References: <07d801c1b7ed$8d7bfd90$0b16160a@Desktop><20020217215133.GF2561@moreton.com.au><09e101c1b804$3e809a40$0b16160a@Desktop> <15472.17182.557588.711930@perdix.cse.buffalo.edu>
Message-ID: <0abd01c1b82a$5be1dab0$0b16160a@Desktop>

Very cool, thanks!


----- Original Message ----- 
From: "Matthew D. Stock" <stock at cse.Buffalo.EDU>
To: "matthew zeier" <mrz at intelenet.net>
Cc: "Phil Homewood" <pdh at snapgear.com>; <rt-users at lists.fsck.com>
Sent: Sunday, February 17, 2002 3:56 PM
Subject: Re: [rt-users] cycling through usernames in RT::Users


> matthew zeier writes:
>  > I was hoping to find something more complete than that.  What I have
>  > right
>  > now, which isn't working (I don't get anything on dumpValue()):
> 
> Try something like: 
>  
>  
> use RT::Group; 
>  
> my $group = new RT::Group($RT::SystemUser); 
> $group->Load('groupname'); 
> $mo = $group->MembersObj; 
>  
> while ($groupmember_obj = $mo->Next) { 
>   $user_obj = $groupmember_obj->UserObj; 
>   print $user_obj->Name,"\n"; 
> } 
>  
> You need to start with the group, then iterate through the membership, 
> converting those to users.
>   -Matt
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 




From fri at akumiitti.com  Mon Feb 18 05:00:20 2002
From: fri at akumiitti.com (Fabian Ritzmann)
Date: 18 Feb 2002 12:00:20 +0200
Subject: [rt-users] missing favicon.ico
In-Reply-To: <1013965909.18756.5.camel@rushlight.kf8nh.apk.net>
References: <06cf01c1b7d4$1a288f20$0b16160a@Desktop> 
	<1013965909.18756.5.camel@rushlight.kf8nh.apk.net>
Message-ID: <1014026420.21273.6.camel@fabiitti>

On Sun, 2002-02-17 at 19:11, Brandon S. Allbery KF8NH wrote:
> On Sun, 2002-02-17 at 11:56, matthew zeier wrote:
> > [Fri Feb 15 22:44:15 2002] [error] [Mason] File does not exist:
> > /opt/rt2/WebRT/html/favicon.ico
> 
> But someone sent this (attached) to rt-devel recently, if you want to
> have one.  Put it in NoAuth/images/favicon.ico under the RT web
> directory, add "AddType image/x-icon .ico" to httpd.conf, and restart
> apache.  (Or so it's reported....)

That won't work without the patch that I sent to rt-devel.

Just putting the favicon.ico to /opt/rt2/WebRT/html/favicon.ico should
do the trick in this case.

Fabian

-- 
Nature always sides with the hidden flaw.




From darren at dazza.org  Mon Feb 18 11:14:11 2002
From: darren at dazza.org (Darren Nickerson)
Date: Mon, 18 Feb 2002 11:14:11 -0500
Subject: [rt-users] two domains, one RT?
Message-ID: <20020218161416.C43785F9FF@hewes.dazza.org>

Folks,

I'd like to setup RT for two projects I support - www.hylafax.org and 
www.tpc.int. I normally host everything from these two domains on one server, 
and so I'm wondering how practical it's going to be to have two separate RT 
installations running on the same box.

Are there any alternatives to installing RT twice, in 

	/usr/local/rt2-hylafax/
	/usr/local/rt2-tpc/

complete with two separate databases?

Thanks!

-Darren





From darrinw at nixc.net  Mon Feb 18 11:28:51 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Mon, 18 Feb 2002 11:28:51 -0500
Subject: [rt-users] two domains, one RT?
In-Reply-To: <20020218161416.C43785F9FF@hewes.dazza.org>; from darren@dazza.org on Mon, Feb 18, 2002 at 11:14:11AM -0500
References: <20020218161416.C43785F9FF@hewes.dazza.org>
Message-ID: <20020218112850.C56828@nixc.net>

  |+ I'd like to setup RT for two projects I support - www.hylafax.org and 
  |+ www.tpc.int. I normally host everything from these two domains on one server, 
  |+ and so I'm wondering how practical it's going to be to have two separate RT 
  |+ installations running on the same box.
  |+ 
  |+ Are there any alternatives to installing RT twice, in 
  |+ 
  |+ 	/usr/local/rt2-hylafax/
  |+ 	/usr/local/rt2-tpc/
  |+ 
  |+ complete with two separate databases?

What you could do is sym-link most of the directories, and just maintain
unique config.pm files.

As for the databases, you're going to have to run two databases, but not
have to run two different database servers.

In the config.pm, just specific one database as 'rt2-hylafax' and the
second as 'rt2-tpc' and create both databases, etc.

-darrin




From khera at kcilink.com  Mon Feb 18 11:39:28 2002
From: khera at kcilink.com (Vivek Khera)
Date: Mon, 18 Feb 2002 11:39:28 -0500
Subject: [rt-users] two domains, one RT?
In-Reply-To: <20020218112850.C56828@nixc.net>
References: <20020218161416.C43785F9FF@hewes.dazza.org>
	<20020218112850.C56828@nixc.net>
Message-ID: <15473.11840.732762.435718@onceler.kciLink.com>

>>>>> "DW" == Darrin Walton <darrinw at nixc.net> writes:

DW> What you could do is sym-link most of the directories, and just maintain
DW> unique config.pm files.

You can only do this if you do not run under mod_perl.  Mod_perl
shares everything, and the first config.pm to get loaded will stay in
effect.  You need to use fast_cgi for this.




From darrinw at nixc.net  Mon Feb 18 11:54:38 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Mon, 18 Feb 2002 11:54:38 -0500
Subject: [rt-users] two domains, one RT?
In-Reply-To: <15473.11840.732762.435718@onceler.kciLink.com>; from khera@kcilink.com on Mon, Feb 18, 2002 at 11:39:28AM -0500
References: <20020218161416.C43785F9FF@hewes.dazza.org> <20020218112850.C56828@nixc.net> <15473.11840.732762.435718@onceler.kciLink.com>
Message-ID: <20020218115438.D56828@nixc.net>

  |+ DW> What you could do is sym-link most of the directories, and just maintain
  |+ DW> unique config.pm files.
  |+ 
  |+ You can only do this if you do not run under mod_perl.  Mod_perl
  |+ shares everything, and the first config.pm to get loaded will stay in
  |+ effect.  You need to use fast_cgi for this.

mod_perl shares everything, yes.  But if you are running two different
instances of Apache, then this should be fine.  I do it here.

-darrin




From darren at dazza.org  Mon Feb 18 12:11:13 2002
From: darren at dazza.org (Darren Nickerson)
Date: Mon, 18 Feb 2002 12:11:13 -0500
Subject: [rt-users] two domains, one RT? 
In-Reply-To: Message from Darrin Walton <darrinw@nixc.net> 
   of "Mon, 18 Feb 2002 11:54:38 EST." <20020218115438.D56828@nixc.net> 
Message-ID: <20020218171118.039045FA14@hewes.dazza.org>

>>>>> On Mon, 18 Feb 2002, "Darrin" == Darrin Walton wrote:

  Darrin> |+ DW> What you could do is sym-link most of the directories, and
  Darrin> |+ DW> just maintain unique config.pm files.
  Darrin> |+
  Darrin> |+ You can only do this if you do not run under mod_perl.  Mod_perl
  Darrin> |+ shares everything, and the first config.pm to get loaded will stay
  Darrin> |+ in effect.  You need to use fast_cgi for this.

  Darrin> mod_perl shares everything, yes.  But if you are running two
  Darrin> different instances of Apache, then this should be fine.  I do it
  Darrin> here.

*ugh*

I'm only running one apache, using NameVirtualHosting. 

<VirtualHost ###.###.##.###>
ServerName support.tpc.int
ServerAdmin tpcadmin at info.tpc.int
ErrorLog logs/support.tpc.int-error_log
TransferLog logs/support.tpc.int-access_log
DocumentRoot /usr/local/rt2/WebRT/html
PerlModule Apache::DBI
PerlRequire /usr/local/rt2/bin/webmux.pl
<Location />
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
</VirtualHost>

My knowledge of mod-perl is weak . . . if I install two instances of RT
(avoiding symlinking for now) can I even make THAT work?

Thanks for the replies thus far.

-d





From bruce_campbell at ripe.net  Mon Feb 18 12:20:57 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 18 Feb 2002 18:20:57 +0100 (CET)
Subject: [rt-users] two domains, one RT?
In-Reply-To: <20020218161416.C43785F9FF@hewes.dazza.org>
Message-ID: <Pine.LNX.4.44.0202181810510.23737-100000@x22.ripe.net>

On Mon, 18 Feb 2002, Darren Nickerson wrote:

> I'd like to setup RT for two projects I support - www.hylafax.org and
> www.tpc.int. I normally host everything from these two domains on one server,
> and so I'm wondering how practical it's going to be to have two separate RT
> installations running on the same box.

Your first option should be:

	Can I run the same RT2 installation, and just have different queue
	names (with corresponding changes to the submission address) ?

Note that in such a setup, you will share the same ticket number space
(not really a problem, but the tag ($rtname) will be the same in both
cases.  If you want a different tag for each queue, you can hack the code,
or effectively have two seperate installations.)

> Are there any alternatives to installing RT twice, in
>
> 	/usr/local/rt2-hylafax/
> 	/usr/local/rt2-tpc/
>
> complete with two separate databases?

If you want to run seperate RT2 databases, then I'd suggest installing RT2
into /usr/local/rt2, then create two seperate config files, as per:

	/usr/local/rt2/etc/tpc/config.pm
	/usr/local/rt2/etc/hylafax/config.pm

You then need to create two seperate Virtualhost directives, changing
/usr/local/rt2/etc to /usr/local/rt2/etc/{tpc,hylafax} as appropriate.
Finally, create /usr/local/rt2/bin/{tpc,hylafax}-webmux.pl from
/usr/local/rt2/bin/webmux.pl, changing the lib directories within as
appropriate.

Repeat the excercise for /usr/local/rt2/bin/rt-mailgate.  Presto - two
installations sharing the RT libraries.  Or you could just symlink away ;)

Regards,

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




From okrouhly at civ.zcu.cz  Mon Feb 18 13:16:39 2002
From: okrouhly at civ.zcu.cz (Jan Okrouhly)
Date: Mon, 18 Feb 2002 19:16:39 +0100 (MET)
Subject: [rt-users] Different charsets problem
Message-ID: <Pine.OSF.4.33.0202181853340.32108-100000@artemis.civ.zcu.cz>

Hi,

has somebody dealt with more charsets in the RT2 series?

I've found just an e-mail iface hack (by Petr Rehor) only.

We have everyday serious problems with web ui - some characters
are displayed well (due to ugly hacked component with HTML header),
but when a user replies to message containing some accented characters
the system doesn't send/say anything or just say incorrect transaction
type etc. There are also problems with displaying Subjects/Bodies with
different charsets etc.

As a solution model I've just found Japanese patch for RT1
(by Tadashi G. Takaoka) only.

Any help appreciated.

Jan Okrouhly
---------------------------------------\-\-\+\-\-\---okrouhly at civ.zcu.cz---
Laboratory for Computer Science             |    phone: (420 19) 7491588
University of West Bohemia                  | location: Univerzitni 22
Americka 42, 306 14 Pilsen, Czech Republic  |     room: UI404
------------------------------------------73!-de-OK1INC at OK0PPL.#BOH.CZE.EU-




From mainely_linux at yahoo.com  Mon Feb 18 15:52:40 2002
From: mainely_linux at yahoo.com (mainely linux)
Date: Mon, 18 Feb 2002 12:52:40 -0800 (PST)
Subject: [rt-users] non-standard libapreq errors
Message-ID: <20020218205240.16893.qmail@web20404.mail.yahoo.com>

Greetings rt-users,

	Im trying to get rt-2-0-11 running on a redhat 7.2
machine with apache compiled from source to support
mod_ssl and mod_perl (solely for rt).  Ive installed
all the perl modules aside from libapreq-0.33.

	While searching through the archives I found many
with similar problems but none that addressed this
specific issue.  

When configuring/building libapreq-0.33 for
Apache::Cookie I receive the following errors:

[root at support libapreq-0.33]# perl Makefile.PL 
Writing Makefile for libapreq
Warning: -L../blib/arch/auto/libapreq changed to
-L/root/libapreq-0.33/Request/../blib/arch/auto/libapreq
Writing Makefile for Apache::Request
Warning: -L../blib/arch/auto/libapreq changed to
-L/root/libapreq-0.33/Cookie/../blib/arch/auto/libapreq
Writing Makefile for Apache::Cookie
Writing Makefile for libapreq
[root at support libapreq-0.33]# make
make[1]: Entering directory `/root/libapreq-0.33/c'
cc -c
-I/usr/local/lib/perl5/site_perl/5.6.1/i686-linux/auto/Apache/include
-I/usr/local/lib/perl5/site_perl/5.6.1/i686-linux/auto/Apache/include/modules/perl
-I/usr/local/lib/perl5/site_perl/5.6.1/i686-linux/auto/Apache/include/include
-I/usr/local/lib/perl5/site_perl/5.6.1/i686-linux/auto/Apache/include/regex
-I/usr/local/lib/perl5/site_perl/5.6.1/i686-linux/auto/Apache/include/os/unix
-I/usr/local/apache/include -fno-strict-aliasing
-I/usr/local/include -D_LARGEFILE_SOURCE
-D_FILE_OFFSET_BITS=64 -O2   -DVERSION=\"0.10\"
-DXS_VERSION=\"0.10\" -fpic
-I/usr/local/lib/perl5/5.6.1/i686-linux/CORE 
apache_request.c
In file included from
/usr/local/lib/perl5/site_perl/5.6.1/i686-linux/auto/Apache/include/include/ap_config.h:77,
                 from
/usr/local/lib/perl5/site_perl/5.6.1/i686-linux/auto/Apache/include/include/httpd.h:72,
                 from apache_request.h:5,
                 from apache_request.c:58:
/usr/local/lib/perl5/site_perl/5.6.1/i686-linux/auto/Apache/include/include/ap_config_auto.h:6:1:
unterminated #ifndef
make[1]: *** [apache_request.o] Error 1
make[1]: Leaving directory `/root/libapreq-0.33/c'
make: *** [subdirs] Error 2

Any ideas for a fix would be greatly appreciated. 
Additionally if this question would be better for some
perl list, please let me know.

Thank you kindly for your assistance,

Mark Greenlaw



__________________________________________________
Do You Yahoo!?
Yahoo! Sports - Coverage of the 2002 Olympic Games
http://sports.yahoo.com



From ges at lumeta.com  Mon Feb 18 17:06:16 2002
From: ges at lumeta.com (Glenn Sieb)
Date: Mon, 18 Feb 2002 17:06:16 -0500
Subject: [rt-users] Users Changing User Passwords
Message-ID: <5.1.0.14.0.20020218170104.00b2bb80@mail.corp.lumeta.com>

Good evening everyone! I'm a fairly-new-to-RT administrator, and have just 
managed to get RT 2 up and running (YAY)... now I have a question or three :)

Users can't seem to change their own passwords. I see in the FAQ that it 
says to give them the "ModifySelf" right. I gather I need to do this with 
rtadmin, but the syntax isn't too clear. I've tried:

rtadmin --user ges --grant-right ModifySelf
(with no reply or change)

rtadmin --user ges ModifySelf
(with no reply or change)

rtadmin --user ges +odifySelf
(with no reply or change)

Since I can't seem to find a manpage on rtadmin, I thought I'd sign on and 
ask people here for some assistance... :)

Oh--second question... this is the doozy... people in my company are 
*adamant* about not liking cookies. Can anyone point me in the right 
direction for configuring RT2 to not use cookies for authentication?

AdvaTHANKSnce!
Glenn

---
Glenn E. Sieb, System Administrator
Lumeta Corp. mailto:ges at lumeta.com
+1 732 357-3514 (V)
+1 732 564-0731 (Fax)




From ges at lumeta.com  Mon Feb 18 17:08:37 2002
From: ges at lumeta.com (Glenn Sieb)
Date: Mon, 18 Feb 2002 17:08:37 -0500
Subject: [rt-users] Eek.
Message-ID: <5.1.0.14.0.20020218170754.02549b40@mail.corp.lumeta.com>

Ok I'm chastised now.

I was poking around RT's web-interface and found where to grant/revoke rights.

*sheepish duck*

But if anyone can still help with the cookie-less authentication, I'd still 
be grateful! :)

Thanks!
Glenn

---
Glenn E. Sieb, System Administrator
Lumeta Corp. mailto:ges at lumeta.com
+1 732 357-3514 (V)
+1 732 564-0731 (Fax)




From danielf at supportteam.net  Fri Feb 15 10:48:21 2002
From: danielf at supportteam.net (Daniel F. Chief Security Engineer -)
Date: Fri, 15 Feb 2002 09:48:21 -0600
Subject: [rt-users] Need Help
Message-ID: <200202151544.JAA29036@noir.propagation.net>

Trying to install RT. I get an error on the rt_user password every time I 
install on matter what i set the passowrd to or if the user dose not exsist 
before the install. Here is the output from the install

what I am doing wrong. 

TIA

make testdeps
/usr/bin/perl ./tools/testdeps -warn mysql
Checking for DBI 1.18 ...found
Checking for DBIx::DataSource 0.02 ...found
Checking for DBIx::SearchBuilder 0.48 ...found
Checking for HTML::Entities...found
Checking for MLDBM...found
Checking for Net::Domain...found
Checking for Net::SMTP...found
Checking for Params::Validate 0.02 ...found
Checking for HTML::Mason 1.02 ...found
Checking for CGI::Cookie 1.20 ...found
Checking for Apache::Cookie...found
Checking for Apache::Session 1.53 ...found
Checking for Date::Parse...found
Checking for Date::Format...found
Checking for MIME::Entity 5.108 ...found
Checking for Mail::Mailer 1.20 ...found
Checking for Getopt::Long 2.24 ...found
Checking for Tie::IxHash...found
Checking for Text::Wrapper...found
Checking for Text::Template...found
Checking for File::Spec 0.8 ...found
Checking for Errno...found
Checking for FreezeThaw...found
Checking for File::Temp...found
Checking for Log::Dispatch 1.6 ...found
Checking for DBD::mysql 2.0416 ...found
root at incidents:/usr/src/rt-2-0-11# make install
mkdir -p //incidents/db/rt/bin
mkdir -p //incidents/db/rt/WebRT/data
mkdir -p //incidents/db/rt/WebRT/sessiondata
mkdir -p //incidents/db/rt/etc
mkdir -p //incidents/db/rt/lib
mkdir -p //incidents/db/rt/WebRT/html
mkdir -p //incidents/db/rt/local/WebRT/html
/usr/bin/perl   tools/initdb 'mysql' '/incidents/db/mysql' 'localhost' '' 
'root' 'rt2' create
Now creating a database for RT.
Enter the mysql password for root:
Creating mysql database rt2.
cp etc/acl.mysql '//incidents/db/rt/etc/acl.mysql'
/usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
                        s'!!DB_HOST!!'"localhost"'g;\
                        s'!!DB_RT_PASS!!'"rt_pass"'g;\
                        s'!!DB_RT_HOST!!'"localhost"'g;\
                        s'!!DB_RT_USER!!'"rt_user"'g;\
                        s'!!DB_DATABASE!!'"rt2"'g;" 
//incidents/db/rt/etc/acl.mysql
bin/initacls.mysql '/incidents/db/mysql' 'localhost' '' 'root' '' 'rt2' 
'//incidents/db/rt/etc/acl.mysql'
Enter the mysql administrator's database password to create a new user for RT
Enter password:
Enter the mysql administrator's database password to nondestructively reload 
the database
Enter password:
/usr/bin/perl   tools/initdb 'mysql' '/incidents/db/mysql' 'localhost' '' 
'rt_user' 'rt2' insert
Now populating database schema.
Enter the mysql password for rt_user:
Creating database schema.
DBI->connect(dbname=rt2;host=localhost) failed: Access denied for user: 
'rt_user at localhost' (Using password: YES) at tools/initdb line 144
Access denied for user: 'rt_user at localhost' (Using password: YES) at 
tools/initdb line 144, <STDIN> line 1.
make: *** [initdb.rtuser] Error 255
-- 
Chief Security Engineer | Daniel Fairchild danielf at supportteam.net
Unix is like a wigwam -- no Gates, no Windows, and an Apache inside.





From dlc at users.sourceforge.net  Thu Feb 14 08:56:40 2002
From: dlc at users.sourceforge.net (darren chamberlain)
Date: Thu, 14 Feb 2002 08:56:40 -0500
Subject: [rt-users] trouble in using the RT command line tools
In-Reply-To: <20020213164157.V19080@ahm-pc.ixtelecom.com>
References: <3C55099C.5DE9EE8@kuehne-nagel.com> <Pine.LNX.4.44.0201281427370.3593-100000@x22.ripe.net> <20020213164157.V19080@ahm-pc.ixtelecom.com>
Message-ID: <20020214135640.GB20397@boston.com>

Quoting Andreas Meyer <ahm at ixtelecom.com> [13 Feb-02 16:52]:
> Bruce Campbell writes:
> > On Mon, 28 Jan 2002, Frank Rutzen wrote:
> > > "No RT user found. Please consult your RT administrator."
> > 
> > Make sure that the User's 'Unix Login' is also set in their
> > User's Configuration.
> 
> I've followed along this far, but RT doesn't seem to do anything:
> (The web interface is working fine)
> 
> $ rt --status=new
> $ 

I think you need to specify some more limits.  Also, be aware
that by default, rt assumes you are editing, not displaying; I
made that error a few weeks ago, and issued a --queue=$myqueue,
which began changing the queue to all of our tickets, starting
with 1, to $myqueue.  Luckily, the low numbered tickets were test
tickets, and had been long closed, so it had no real
consequences, but still...

Is there any way that the default behavior of rt can be changed?
It seems silly to me to have the default be to make (potentially
difficult to fix) changes, considering that many people simply
run an unknown command with no options when they don't know what
it does.

Change line 99 to be "$edit = 0;" and we're good to go.

(darren)

-- 
Shame is an improper emotion invented by pietists
to oppress the human race.



From bruce_campbell at ripe.net  Tue Feb 19 03:23:50 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 19 Feb 2002 09:23:50 +0100 (CET)
Subject: [rt-users] Need Help
In-Reply-To: <200202151544.JAA29036@noir.propagation.net>
Message-ID: <Pine.LNX.4.44.0202190921180.23737-100000@x22.ripe.net>

On Fri, 15 Feb 2002, Daniel F. Chief Security Engineer - wrote:

>                         s'!!DB_RT_PASS!!'"rt_pass"'g;\
>                         s'!!DB_RT_USER!!'"rt_user"'g;\
>                         s'!!DB_DATABASE!!'"rt2"'g;"

> Enter the mysql password for rt_user:
> DBI->connect(dbname=rt2;host=localhost) failed: Access denied for user:
> 'rt_user at localhost' (Using password: YES) at tools/initdb line 144

You've left the default password in the Makefile, ergo, the RT
installation has created a MySQL 'user' (very loose term there) with a
username of 'rt_user' and a password of 'rt_pass'.  When prompted, this is
the password you should be typing in, not that of any rt UNIX username
that you may have.

Regards,

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




From gary.stainburn at ringways.co.uk  Tue Feb 19 05:17:59 2002
From: gary.stainburn at ringways.co.uk (Gary Stainburn)
Date: Tue, 19 Feb 2002 10:17:59 +0000
Subject: [rt-users] Hi all, installation woes
Message-ID: <E16d75I-0001dL-00@stan.ringways.co.uk>

Hi all,

I've been having a few troubles installing RT 2.0.11 and need a little help.  
I've had a look at the list archives but they seem to stop in March 2000, so 
basically I've got a couple of questions.

1) is the list still active, or did that stop too?

2) based on the following info, can anyone see why I get HTTP response 404 
when I try to access http://rt.ringways.co.uk  I'm using RH7.2 with latest 
updates, and the following RPM's installed:

apache-1.3.20-16
apacheconf-0.8.1-1
apache-manual-1.3.20-16
apache-devel-1.3.20-16
mod_ssl-2.8.4-9
mod_throttle-3.1.2-1
mod_perl-1.24_01-3
mod_auth_pgsql-0.9.8-1
mod_put-1.3-1
mod_dav-1.0.2-6
mod_bandwidth-2.0.2-2

In Makefile
RT_PATH			=	/usr/local/rt2  (have tried /var/rt2)
DB_TYPE			=	Pg
DB_DBA			=	rtowner
DB_DBA_PASSWORD		=	<withheld
DB_HOST			=	localhost
DB_RT_HOST			=	localhost
DB_DATABASE			=	rt2
DB_RT_USER			=	rtowner
WEB_USER			=	apache 
(tried rtowner and using SuExec but still ran as apache)
WEB_GROUP			=	rt

make testdeps worked and all dependancies checked ok
make install worked without errors

httpd.conf section
 <VirtualHost 10.1.1.101>
#    User rtowner
#    Group rt
     Options ExecCgi
     ServerAdmin webmaster at ringways.co.uk
     DocumentRoot /usr/local/rt2/WebRt/html
     ServerName rt.ringways.co.uk
     CustomLog logs/rt2/access_log common
     ErrorLog logs/rt2/error_log
     AgentLog logs/rt2/agent_log
     RefererLog logs/rt2/referer_log
     PerlModule Apache::DBI
     PerlFreshRestart On
     PerlRequire /usr/local/rt2/bin/webmux.pl
     <Location />
       SetHandler perl-script
       PerlHandler RT::Mason
     </Location>
 </VirtualHost>

Error in /var/log/httpd/rt2/error_log:
[Tue Feb 19 09:56:25 2002] [warn] [Mason] Cannot resolve file to component: 
/usr/local/rt2/WebRt/html/ (is file outside component root?)

-- 
Gary Stainburn
 
This email does not contain private or confidential material as it
may be snooped on by interested government parties for unknown
and undisclosed purposes - Regulation of Investigatory Powers Act, 2000     



From bruce_campbell at ripe.net  Tue Feb 19 06:04:58 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 19 Feb 2002 12:04:58 +0100 (CET)
Subject: [rt-users] Hi all, installation woes
In-Reply-To: <E16d75I-0001dL-00@stan.ringways.co.uk>
Message-ID: <Pine.LNX.4.44.0202191202100.23737-100000@x22.ripe.net>

On Tue, 19 Feb 2002, Gary Stainburn wrote:

> I've been having a few troubles installing RT 2.0.11 and need a little help.
> I've had a look at the list archives but they seem to stop in March 2000, so
> basically I've got a couple of questions.
>
> 1) is the list still active, or did that stop too?

It is, and I suspect you've followed an old link.  If you report which
link you've followed to Jesse, he'll fix it ;)

> 2) based on the following info, can anyone see why I get HTTP response 404
> when I try to access http://rt.ringways.co.uk  I'm using RH7.2 with latest
> updates, and the following RPM's installed:

> Error in /var/log/httpd/rt2/error_log:
> [Tue Feb 19 09:56:25 2002] [warn] [Mason] Cannot resolve file to component:
> /usr/local/rt2/WebRt/html/ (is file outside component root?)

In /usr/local/rt2/etc/config.pm, is $MasonLocalComponentRoot set to that
directory?  If it is, then you've got an odd permissions problem on that
directory (ie, the user that apache is running as can't access it)

Regards,

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




From bruce_campbell at ripe.net  Tue Feb 19 06:54:08 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 19 Feb 2002 12:54:08 +0100 (CET)
Subject: [rt-users] Different charsets problem
In-Reply-To: <Pine.OSF.4.33.0202181853340.32108-100000@artemis.civ.zcu.cz>
Message-ID: <Pine.LNX.4.44.0202191214530.23737-100000@x22.ripe.net>

On Mon, 18 Feb 2002, Jan Okrouhly wrote:

> We have everyday serious problems with web ui - some characters
> are displayed well (due to ugly hacked component with HTML header),
> but when a user replies to message containing some accented characters
> the system doesn't send/say anything or just say incorrect transaction
> type etc. There are also problems with displaying Subjects/Bodies with
> different charsets etc.

Which particular charsets does your browser and apache server purport to
know about?  You might find that the AddDefaultCharset (apache 1.3.12+)
directive might help with your normal characterset, as RT does not add a
charset by default (although you could put one in
WebRT/html/Elements/Header).

Handling multiple charsets is.. currently outside RT's abilities right now
(see the charset comment in lib/RT/Interface/Email.pm), but Jesse has
planned for it (see the SQL Users.{Lang,EmailEncoding,WebEncoding}
columns).

Regards,

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




From gary.stainburn at ringways.co.uk  Tue Feb 19 06:54:18 2002
From: gary.stainburn at ringways.co.uk (Gary Stainburn)
Date: Tue, 19 Feb 2002 11:54:18 +0000
Subject: [rt-users] Hi all, installation woes
In-Reply-To: <Pine.LNX.4.44.0202191202100.23737-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0202191202100.23737-100000@x22.ripe.net>
Message-ID: <E16d8aW-0002IE-00@stan.ringways.co.uk>

On Tuesday 19 February 2002 11:04 am, Bruce Campbell wrote:
> On Tue, 19 Feb 2002, Gary Stainburn wrote:
> > I've been having a few troubles installing RT 2.0.11 and need a little
> > help. I've had a look at the list archives but they seem to stop in March
> > 2000, so basically I've got a couple of questions.
> >
> > 1) is the list still active, or did that stop too?
>
> It is, and I suspect you've followed an old link.  If you report which
> link you've followed to Jesse, he'll fix it ;)

The page was http://lists.fsck.com/lists/ which was linked from 
http://www.fsck.com/projects/rt/lists.html

Is this good enough? If not, can you give me a contact point for Jesse and 
I'll forward the info.

>
> > 2) based on the following info, can anyone see why I get HTTP response
> > 404 when I try to access http://rt.ringways.co.uk  I'm using RH7.2 with
> > latest updates, and the following RPM's installed:
> >
> > Error in /var/log/httpd/rt2/error_log:
> > [Tue Feb 19 09:56:25 2002] [warn] [Mason] Cannot resolve file to
> > component: /usr/local/rt2/WebRt/html/ (is file outside component root?)
>
> In /usr/local/rt2/etc/config.pm, is $MasonLocalComponentRoot set to that
> directory?  If it is, then you've got an odd permissions problem on that
> directory (ie, the user that apache is running as can't access it)

In /usr/local/rt2/etc/config.pm I have:
$MasonComponentRoot = "/usr/local/rt2/WebRT/html";
$MasonLocalComponentRoot = "/usr/local/rt2/local/WebRT/html";

Permissions are:
[root at larry rt2]# ls -ld /usr /usr/local/ /usr/local/rt2
drwxr-xr-x   19 root     root         4096 Jan 13 18:26 /usr
drwxr-xr-x   13 root     root         4096 Feb  7 16:36 /usr/local/
drwxrwxr-x    8 apache   rt           4096 Feb  7 16:41 /usr/local/rt2
[root at larry rt2]# ls -ld WebRT/ WebRT/* local/WebRT/ local/WebRT/html/ 
WebRT/html/*
drwxrwxr-x    3 apache   rt           4096 Feb  7 16:36 local/WebRT/
drwxrwxr-x    2 apache   rt           4096 Feb  7 16:36 local/WebRT/html/
drwxrwxr-x    5 apache   rt           4096 Feb  7 16:36 WebRT/
drwxrwx---    7 apache   rt           4096 Feb  7 16:49 WebRT/data
drwxrwxr-x   10 apache   rt           4096 Feb  7 16:38 WebRT/html
drwxrwxr-x   10 apache   bin          4096 Jan  3 02:58 WebRT/html/Admin
-rwxrwxr-x    1 apache   bin          1918 Nov  6 23:06 WebRT/html/autohandler
drwxrwxr-x    2 apache   bin          4096 Jan  3 02:58 WebRT/html/CVS
drwxrwxr-x    3 apache   bin          4096 Jan  3 02:58 WebRT/html/Elements
-rwxrwxr-x    1 apache   bin           684 Nov  6 23:06 WebRT/html/index.html
drwxrwxr-x    4 apache   bin          4096 Jan  3 02:58 WebRT/html/NoAuth
drwxrwxr-x    3 apache   bin          4096 Jan  3 02:58 WebRT/html/Search
drwxrwxr-x    5 apache   bin          4096 Jan  3 02:58 WebRT/html/SelfService
drwxrwxr-x    5 apache   bin          4096 Jan  3 02:58 WebRT/html/Ticket
drwxrwxr-x    3 apache   bin          4096 Jan  3 02:58 WebRT/html/User
drwxrwx---    2 apache   rt           4096 Feb 19 11:39 WebRT/sessiondata
[root at larry rt2]#
>
> Regards,

-- 
Gary Stainburn
 
This email does not contain private or confidential material as it
may be snooped on by interested government parties for unknown
and undisclosed purposes - Regulation of Investigatory Powers Act, 2000     



From B.Toonk at zx.nl  Tue Feb 19 07:29:35 2002
From: B.Toonk at zx.nl (Bas Toonk)
Date: Tue, 19 Feb 2002 13:29:35 +0100
Subject: [rt-users] enhanced-mailgate AND keywords
Message-ID: <NNEHINDPEAPEGDDOOHKAIECBCBAA.B.Toonk@zx.nl>

Hi all,

I'am looking for a solution to add keywords on ticket creation.
Now i'am testing with the enhanced-mailgate but i don't know how i must use
it.

How can i add keywords when i typing a mail ?

When i add a line as: Keyword +test
That doesn't work.

I read the readme file but i don't get it.

Who can help me out ?

Regards,

Bas Toonk
support medewerker

ZXFactory - Solutions for streaming media, unified messaging and internet
services.

ZXFactory BV
Telefoonweg 44b
6712 GD Ede
The Netherlands
T +31 318 693 111
F +31 318 693 042
E B.Toonk at zx.nl
I www.zx.nl




From bruce_campbell at ripe.net  Tue Feb 19 07:58:30 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 19 Feb 2002 13:58:30 +0100 (CET)
Subject: [rt-users] Hi all, installation woes
In-Reply-To: <E16d8aW-0002IE-00@stan.ringways.co.uk>
Message-ID: <Pine.LNX.4.44.0202191356080.23737-100000@x22.ripe.net>

On Tue, 19 Feb 2002, Gary Stainburn wrote:

> > > 2) based on the following info, can anyone see why I get HTTP response
> > > 404 when I try to access http://rt.ringways.co.uk  I'm using RH7.2 with
> > > latest updates, and the following RPM's installed:
> > >
> > > Error in /var/log/httpd/rt2/error_log:
> > > [Tue Feb 19 09:56:25 2002] [warn] [Mason] Cannot resolve file to
> > > component: /usr/local/rt2/WebRt/html/ (is file outside component root?)
> >
> > In /usr/local/rt2/etc/config.pm, is $MasonLocalComponentRoot set to that
> > directory?  If it is, then you've got an odd permissions problem on that
> > directory (ie, the user that apache is running as can't access it)
>
> In /usr/local/rt2/etc/config.pm I have:
> $MasonComponentRoot = "/usr/local/rt2/WebRT/html";
> $MasonLocalComponentRoot = "/usr/local/rt2/local/WebRT/html";

My setup has them both to the same directory (ie, no local), with no ill
effects.  Perhaps trying that may help?

Your directory permissions do not seem to be the problem.

Regards,


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




From rt at netthink.co.uk  Tue Feb 19 09:04:18 2002
From: rt at netthink.co.uk (Simon Cozens)
Date: Tue, 19 Feb 2002 14:04:18 +0000
Subject: [rt-users] RT Statistics Package
Message-ID: <20020219140418.GA9619@netthink.co.uk>

Attached is a simple statistics package for RT. I'm planning on releasing
further versions with more complex data available in the future, but I
think this is cool enough to release for now. Simply drop it into your
RT HTML tree, and go to http://rt/Statistics/

For shiny shiny graphs, you'll need the Apache::GD::Graph module installed
as $rturl/graph but if you don't want that, just dike out all the lines which
refer to "$url". (This will make the time-to-resolve scatter graph a bit
useless, though.)

Thanks to Oxford University Computing Services for letting me develop and
distribute this.

-- 
The Blit is a nice terminal, but it runs emacs.
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From sw-lists at onyx.net  Tue Feb 19 09:44:51 2002
From: sw-lists at onyx.net (Simon Woodward)
Date: 19 Feb 2002 14:44:51 +0000
Subject: [rt-users] RT Statistics Package
In-Reply-To: <20020219140418.GA9619@netthink.co.uk>
References: <20020219140418.GA9619@netthink.co.uk>
Message-ID: <1014129891.1752.321.camel@brockrigg.onyx.net>

> Attached is a simple statistics package for RT. I'm planning on releasing
> further versions with more complex data available in the future, but I
> think this is cool enough to release for now. Simply drop it into your
> RT HTML tree, and go to http://rt/Statistics/

Cool, looks nice, great potential

> For shiny shiny graphs, you'll need the Apache::GD::Graph module installed
> as $rturl/graph

<brain fluff>
how ?
</brain fluff>




From stock at cse.Buffalo.EDU  Tue Feb 19 09:53:59 2002
From: stock at cse.Buffalo.EDU (Matthew D. Stock)
Date: Tue, 19 Feb 2002 09:53:59 -0500 (EST)
Subject: [rt-users] RT Statistics Package
In-Reply-To: <1014129891.1752.321.camel@brockrigg.onyx.net>
References: <20020219140418.GA9619@netthink.co.uk>
	<1014129891.1752.321.camel@brockrigg.onyx.net>
Message-ID: <15474.26375.405601.606099@perdix.cse.buffalo.edu>

Simon Woodward writes:
 > > For shiny shiny graphs, you'll need the Apache::GD::Graph module installed
 > > as $rturl/graph
 > 
 > <brain fluff>
 > how ?
 > </brain fluff>

I think I'm having similar problems.  Following the directions related to
this module, I added an entry to my apache config like:

<Location /usr/local/rt2/WebRT/chart>
        SetHandler perl-script
        PerlHandler +Apache::GD::Graph
</Location>

(It looks like your scripts are looking for chart, not graph)

I'm getting errors about the URL in the script not existing (broken link).
What am I missing?
Thanks,
  -Matt



From rt at netthink.co.uk  Tue Feb 19 10:00:00 2002
From: rt at netthink.co.uk (Simon Cozens)
Date: Tue, 19 Feb 2002 15:00:00 +0000
Subject: [rt-users] RT Statistics Package
In-Reply-To: <15474.26375.405601.606099@perdix.cse.buffalo.edu>
References: <20020219140418.GA9619@netthink.co.uk> <1014129891.1752.321.camel@brockrigg.onyx.net> <15474.26375.405601.606099@perdix.cse.buffalo.edu>
Message-ID: <20020219150000.GB10138@netthink.co.uk>

Matthew D. Stock:
> <Location /usr/local/rt2/WebRT/chart>

Shouldn't this be the local part of the URL, not the way it looks on
the filesystem? For instance, if RT is found at http://www.foo.com/rt/
then this should be

<Location /rt/chart>

-- 
Wouldn't you love to fill out  that  report? "Company asset #423423
was lost while fighting the forces of evil."
                -- Chris Adams in the scary.devil.monastery



From stock at cse.Buffalo.EDU  Tue Feb 19 09:58:41 2002
From: stock at cse.Buffalo.EDU (Matthew D. Stock)
Date: Tue, 19 Feb 2002 09:58:41 -0500 (EST)
Subject: [rt-users] RT Statistics Package
In-Reply-To: <20020219150000.GB10138@netthink.co.uk>
References: <20020219140418.GA9619@netthink.co.uk>
	<1014129891.1752.321.camel@brockrigg.onyx.net>
	<15474.26375.405601.606099@perdix.cse.buffalo.edu>
	<20020219150000.GB10138@netthink.co.uk>
Message-ID: <15474.26657.210104.345762@perdix.cse.buffalo.edu>

Simon Cozens writes:
 > Shouldn't this be the local part of the URL, not the way it looks on
 > the filesystem? For instance, if RT is found at http://www.foo.com/rt/
 > then this should be
 > 
 > <Location /rt/chart>

I actually tried it both ways, and didn't get it to work.  Let me try a
different variation though...
  -Matt



From sw-lists at onyx.net  Tue Feb 19 09:59:25 2002
From: sw-lists at onyx.net (Simon Woodward)
Date: 19 Feb 2002 14:59:25 +0000
Subject: [rt-users] RT Statistics Package
In-Reply-To: <15474.26375.405601.606099@perdix.cse.buffalo.edu>
References: <20020219140418.GA9619@netthink.co.uk>
	<1014129891.1752.321.camel@brockrigg.onyx.net> 
	<15474.26375.405601.606099@perdix.cse.buffalo.edu>
Message-ID: <1014130766.1751.325.camel@brockrigg.onyx.net>

> I think I'm having similar problems.  Following the directions related
> to this module, I added an entry to my apache config like:
> 
> <Location /usr/local/rt2/WebRT/chart>
>         SetHandler perl-script
>         PerlHandler +Apache::GD::Graph
> </Location>
> 
> (It looks like your scripts are looking for chart, not graph)

Yeah, pretty much getting the same thing:

[Tue Feb 19 14:56:53 2002] [error] [Mason] File does not exist:
/usr/local/rt2/WebRT/html//chart

And I have:

<VirtualHost ###.###.###.###>
    ServerAdmin webmaster at onyx.net
    DocumentRoot /usr/local/rt2/WebRT/html
    ServerName ###.###.###
    PerlModule Apache::DBI
    PerlRequire /usr/local/rt2/bin/webmux.pl
    SetHandler perl-script
    <Directory /usr/local/rt2/stats>
        SetHandler cgi-script
        DirectoryIndex index.cgi
    </Directory>
    <Location /usr/local/rt2/WebRT/chart>
        SetHandler perl-script
        PerlHandler +Apache::GD::Graph
    </Location>
    PerlHandler RT::Mason
    Options ExecCGI FollowSymLinks
    ErrorLog /usr/local/apache/logs/ticket.error.log
    CustomLog /usr/local/apache/logs/ticket.access.log common
</VirtualHost>





From sw-lists at onyx.net  Tue Feb 19 10:03:28 2002
From: sw-lists at onyx.net (Simon Woodward)
Date: 19 Feb 2002 15:03:28 +0000
Subject: [rt-users] RT Statistics Package
In-Reply-To: <20020219150000.GB10138@netthink.co.uk>
References: <20020219140418.GA9619@netthink.co.uk>
	<1014129891.1752.321.camel@brockrigg.onyx.net>
	<15474.26375.405601.606099@perdix.cse.buffalo.edu> 
	<20020219150000.GB10138@netthink.co.uk>
Message-ID: <1014131008.16686.327.camel@brockrigg.onyx.net>

> Shouldn't this be the local part of the URL, not the way it looks on
> the filesystem? For instance, if RT is found at http://www.foo.com/rt/
> then this should be
> 
> <Location /rt/chart>

*doh* ... That helped !

Now I'm getting 

[Tue Feb 19 15:02:34 2002] [error] Undefined subroutine
&Apache::GD::Graph::handler called.

But it *is* installed.





From hwagener at hamburg.fcb.com  Tue Feb 19 10:06:37 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Tue, 19 Feb 2002 16:06:37 +0100
Subject: [rt-users] RT Statistics Package
References: <20020219140418.GA9619@netthink.co.uk>
		<1014129891.1752.321.camel@brockrigg.onyx.net> <15474.26375.405601.606099@perdix.cse.buffalo.edu>
Message-ID: <3C7269FD.6241FB57@hamburg.fcb.com>

"Matthew D. Stock" wrote:
> 
> Simon Woodward writes:
>  > > For shiny shiny graphs, you'll need the Apache::GD::Graph module installed
>  > > as $rturl/graph
>  >
>  > <brain fluff>
>  > how ?
>  > </brain fluff>
> 


I tried the obvious and made a link from
/usr/lib/perl5//site_perl/5.6.0/Apache/GD/Graph.pm tp $rturl/chart . 

It seems to work, although it complains about a malformed query url:


 error in file: /opt/rt2/WebRT/html//chart
       line 87: unknown section <%20>
       context: ... 
            83: 
            84: Most more complicated things depend on knowing the
GD::Graph interface.
          85: 
          86: Firstly, B<make sure you are not using any spaces!> If you
want to pass a space in
          87: a parameter in a URL-encoded string, use C<%20>, in a form
use a C<+>.
          88: 
          89: Make sure to use C<cache=0> or C<PerlSetVar CacheSize 0>
when debugging,
          90: otherwise you will spend hours being very confused.
          91: 
          ... 

 code stack:  
          /opt/rt2/WebRT/html//chart:87
          /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Interp.pm:374
          /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm:116

Of course, the space are correctly escaped.

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



From stock at cse.Buffalo.EDU  Tue Feb 19 10:07:56 2002
From: stock at cse.Buffalo.EDU (Matthew D. Stock)
Date: Tue, 19 Feb 2002 10:07:56 -0500 (EST)
Subject: [rt-users] RT Statistics Package
In-Reply-To: <1014131008.16686.327.camel@brockrigg.onyx.net>
References: <20020219140418.GA9619@netthink.co.uk>
	<1014129891.1752.321.camel@brockrigg.onyx.net>
	<15474.26375.405601.606099@perdix.cse.buffalo.edu>
	<20020219150000.GB10138@netthink.co.uk>
	<1014131008.16686.327.camel@brockrigg.onyx.net>
Message-ID: <15474.27212.944400.747678@perdix.cse.buffalo.edu>

Simon Woodward writes:
 > > Shouldn't this be the local part of the URL, not the way it looks on
 > > the filesystem? For instance, if RT is found at http://www.foo.com/rt/
 > > then this should be
 > > 
 > > <Location /rt/chart>
 > 
 > *doh* ... That helped !

Same here.  I thought that was the first thing I tried, but apparently
not.  The graphs look nice!  :-)
  -Matt



From rt at netthink.co.uk  Tue Feb 19 10:11:55 2002
From: rt at netthink.co.uk (Simon Cozens)
Date: Tue, 19 Feb 2002 15:11:55 +0000
Subject: [rt-users] RT Statistics Package
In-Reply-To: <3C7269FD.6241FB57@hamburg.fcb.com>
References: <20020219140418.GA9619@netthink.co.uk> <1014129891.1752.321.camel@brockrigg.onyx.net> <15474.26375.405601.606099@perdix.cse.buffalo.edu> <3C7269FD.6241FB57@hamburg.fcb.com>
Message-ID: <20020219151155.GA10288@netthink.co.uk>

Harald Wagener:
> I tried the obvious and made a link from
> /usr/lib/perl5//site_perl/5.6.0/Apache/GD/Graph.pm tp $rturl/chart . 

I wouldn't call that obvious. Please read "perldoc Apache::GD::Graph".

-- 
I would have more respect for Ruby if its docs were not in ALL YOUR BASE
format.
    - Dennis Taylor



From sw-lists at onyx.net  Tue Feb 19 10:25:17 2002
From: sw-lists at onyx.net (Simon Woodward)
Date: 19 Feb 2002 15:25:17 +0000
Subject: [rt-users] RT Statistics Package
In-Reply-To: <15474.27212.944400.747678@perdix.cse.buffalo.edu>
References: <20020219140418.GA9619@netthink.co.uk>
	<1014129891.1752.321.camel@brockrigg.onyx.net>
	<15474.26375.405601.606099@perdix.cse.buffalo.edu>
	<20020219150000.GB10138@netthink.co.uk>
	<1014131008.16686.327.camel@brockrigg.onyx.net> 
	<15474.27212.944400.747678@perdix.cse.buffalo.edu>
Message-ID: <1014132317.16686.330.camel@brockrigg.onyx.net>

> Same here.  I thought that was the first thing I tried, but apparently
> not.  The graphs look nice!  :-)

I wanna see, I wanna see ;-) ... (still not working)

<VirtualHost ###.###.###.###>
    ServerAdmin webmaster at onyx.net
    DocumentRoot /usr/local/rt2/WebRT/html
    ServerName ###.###.###
    PerlModule Apache::DBI
    PerlRequire /usr/local/rt2/bin/webmux.pl
    SetHandler perl-script
    <Directory /usr/local/rt2/stats>
        SetHandler cgi-script
        DirectoryIndex index.cgi
    </Directory>
    <Location /chart>
        SetHandler perl-script
        PerlHandler +Apache::GD::Graph
    </Location>
    PerlHandler RT::Mason
    Options ExecCGI FollowSymLinks
    ErrorLog /usr/local/apache/logs/ticket.error.log
    CustomLog /usr/local/apache/logs/ticket.access.log common
</VirtualHost>

[Tue Feb 19 15:10:12 2002] [error] Undefined subroutine
&Apache::GD::Graph::handler called.

:-(

Tips/thoughts/comments/suggestions/ideas ?





From hwagener at hamburg.fcb.com  Tue Feb 19 10:51:15 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Tue, 19 Feb 2002 16:51:15 +0100
Subject: [rt-users] RT Statistics Package
References: <20020219140418.GA9619@netthink.co.uk> <1014129891.1752.321.camel@brockrigg.onyx.net> <15474.26375.405601.606099@perdix.cse.buffalo.edu> <3C7269FD.6241FB57@hamburg.fcb.com> <20020219151155.GA10288@netthink.co.uk>
Message-ID: <3C727473.4DFFE2@hamburg.fcb.com>

Simon Cozens wrote:
> 
> Harald Wagener:
> > I tried the obvious and made a link from
> > /usr/lib/perl5//site_perl/5.6.0/Apache/GD/Graph.pm tp $rturl/chart .
> 
> I wouldn't call that obvious. Please read "perldoc Apache::GD::Graph".
> 

It doesn't work, either. (-;

Sorry, I just forgot the irony tags (-;, but it almost works. Now I need
to findout where https://oucs.ox.ac.uk/ is referenced....
ahh, there it goes.

Regards,
	Harald

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



From marcus.ramberg at songsolutions.no  Tue Feb 19 11:10:26 2002
From: marcus.ramberg at songsolutions.no (Marcus Ramberg)
Date: Tue, 19 Feb 2002 17:10:26 +0100
Subject: [rt-users] RT Statistics Package
In-Reply-To: <20020219140418.GA9619@netthink.co.uk>
Message-ID: <B8983782.14E7%marcus.ramberg@songsolutions.no>

On 19-02-02 15:04, "Simon Cozens" <rt at netthink.co.uk> wrote:

> Attached is a simple statistics package for RT. I'm planning on releasing
> further versions with more complex data available in the future, but I
> think this is cool enough to release for now. Simply drop it into your
> RT HTML tree, and go to http://rt/Statistics/
> 
> For shiny shiny graphs, you'll need the Apache::GD::Graph module installed
> as $rturl/graph but if you don't want that, just dike out all the lines which
> refer to "$url". (This will make the time-to-resolve scatter graph a bit
> useless, though.)
> 
> Thanks to Oxford University Computing Services for letting me develop and
> distribute this.

Very nice package, it looks great here, including the graphs.
Now I only have to put on the menu bar, and I can impress the suits ;)

Just had to say how much I love this ;)

Marcus

--
This e-mail has been protected by Song Networks' virus-scan service:
http://www.securemail.no




From Richard.E.Brown at DARTWARE.COM  Tue Feb 19 11:13:57 2002
From: Richard.E.Brown at DARTWARE.COM (Richard E. Brown)
Date: 19 Feb 2002 11:13:57 EST
Subject: [rt-users] Tiny fonts in History
Message-ID: <126413@blitz1.dartware.com>

Folks:

I'm viewing RT 2.0.9 pages with Internet Explorer 5.0 on the Mac, and having a hard time with the font sizes.

If I zoom the text smaller, it's possible/easy to read the (wide) main search page. But when I go to the history page of a particular ticket, the history text diminished into illegibility.

Can anyone suggest a workaround for this? Thanks!

Rich Brown                    richard.e.brown at dartware.com
Dartware, LLC                 http://www.dartware.com
25 S. Main St, PO Box 130     Telephone: 603-643-2268
Hanover, NH 03755-0130 USA    Fax: 603-643-2289



From wright at nimm.com  Tue Feb 19 11:27:22 2002
From: wright at nimm.com (Mitchell Wright)
Date: Tue, 19 Feb 2002 11:27:22 -0500
Subject: [rt-users] RT Statistics Package
In-Reply-To: <B8983782.14E7%marcus.ramberg@songsolutions.no>
Message-ID: <B897E71A.2C008%wright@nimm.com>

I am really intrigued to see this, but do not have a working installation
running at the moment.

Would anyone be so kind as to share some screen shots?

Thanks in advance,

Mitchell

On 2/19/02 11:10 AM, "Marcus Ramberg" <marcus.ramberg at songsolutions.no>
wrote:

> On 19-02-02 15:04, "Simon Cozens" <rt at netthink.co.uk> wrote:
> 
>> Attached is a simple statistics package for RT. I'm planning on releasing
>> further versions with more complex data available in the future, but I
>> think this is cool enough to release for now. Simply drop it into your
>> RT HTML tree, and go to http://rt/Statistics/
>> 
>> For shiny shiny graphs, you'll need the Apache::GD::Graph module installed
>> as $rturl/graph but if you don't want that, just dike out all the lines which
>> refer to "$url". (This will make the time-to-resolve scatter graph a bit
>> useless, though.)
>> 
>> Thanks to Oxford University Computing Services for letting me develop and
>> distribute this.
> 
> Very nice package, it looks great here, including the graphs.
> Now I only have to put on the menu bar, and I can impress the suits ;)
> 
> Just had to say how much I love this ;)
> 
> Marcus
> 
> --
> This e-mail has been protected by Song Networks' virus-scan service:
> http://www.securemail.no
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 




From alexandj at fortrex.com  Tue Feb 19 12:27:10 2002
From: alexandj at fortrex.com (Alexander, John)
Date: Tue, 19 Feb 2002 12:27:10 -0500
Subject: [rt-users] Viewing New Tickets
Message-ID: <31AF5A186939D4119C6100104B23BF8523E230@tiger.fortrex.com>

Just got RT loaded and running and am having a couple of problems.

1st of all...  I'm set up as a user and in an Administrator group with
Superuser privileges globally.  I'm unable to view any new tickets coming in
under the "25 highest pri tickets I requested"

Any ideas?

more after I fix this.  

--------------------------------------------------------------------------
John Alexander
alexandj at fortrex.com
Network Security Operations Manager    phone: 301-977-6966
Fortrex Technologies, Inc                       fax:     301-947-3539
Gaithersburg, MD
http://www.fortrex.com

Because Your Information is Your Business




From TGFurnish at herff-jones.com  Tue Feb 19 13:04:23 2002
From: TGFurnish at herff-jones.com (Furnish, Trever G)
Date: Tue, 19 Feb 2002 13:04:23 -0500
Subject: FW: [rt-users] RT Statistics Package
Message-ID: <5D8D9455134FD211AE4900A0C9DED11E05EAD0B3@indy1ntm.herff-jones.com>

Um, ditto.

-----Original Message-----
From: Mitchell Wright [mailto:wright at nimm.com]
Sent: Tuesday, February 19, 2002 11:27 AM
To: Marcus Ramberg; Untitled
Subject: Re: [rt-users] RT Statistics Package


I am really intrigued to see this, but do not have a working installation
running at the moment.

Would anyone be so kind as to share some screen shots?

Thanks in advance,

Mitchell

On 2/19/02 11:10 AM, "Marcus Ramberg" <marcus.ramberg at songsolutions.no>
wrote:

> On 19-02-02 15:04, "Simon Cozens" <rt at netthink.co.uk> wrote:
> 
>> Attached is a simple statistics package for RT. I'm planning on releasing
>> further versions with more complex data available in the future, but I
>> think this is cool enough to release for now. Simply drop it into your
>> RT HTML tree, and go to http://rt/Statistics/
>> 
>> For shiny shiny graphs, you'll need the Apache::GD::Graph module
installed
>> as $rturl/graph but if you don't want that, just dike out all the lines
which
>> refer to "$url". (This will make the time-to-resolve scatter graph a bit
>> useless, though.)
>> 
>> Thanks to Oxford University Computing Services for letting me develop and
>> distribute this.
> 
> Very nice package, it looks great here, including the graphs.
> Now I only have to put on the menu bar, and I can impress the suits ;)
> 
> Just had to say how much I love this ;)
> 
> Marcus
> 
> --
> This e-mail has been protected by Song Networks' virus-scan service:
> http://www.securemail.no
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 


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



From alexandj at fortrex.com  Tue Feb 19 13:19:09 2002
From: alexandj at fortrex.com (Alexander, John)
Date: Tue, 19 Feb 2002 13:19:09 -0500
Subject: [rt-users] Viewing Information
Message-ID: <31AF5A186939D4119C6100104B23BF8523E231@tiger.fortrex.com>

Please disregard my last.  I figured it out for myself.  A misunderstanding
of what the "tickets I own" and "tickets I requested".

On another note:  e-mails from the rt host are showing up as from:

<queue>@<realhostname>.foo.com

I would like them to show up as from:

<queue>@helpdesk.foo.com

What do I need to do with sendmail to make this happen?

--------------------------------------------------------------------------
John Alexander
alexandj at fortrex.com
Network Security Operations Manager    phone: 301-977-6966
Fortrex Technologies, Inc                       fax:     301-947-3539
Gaithersburg, MD
http://www.fortrex.com

Because Your Information is Your Business




From okrouhly at civ.zcu.cz  Tue Feb 19 14:36:02 2002
From: okrouhly at civ.zcu.cz (Jan Okrouhly)
Date: Tue, 19 Feb 2002 20:36:02 +0100 (MET)
Subject: [rt-users] Different charsets problem
In-Reply-To: <Pine.LNX.4.44.0202191214530.23737-100000@x22.ripe.net>
Message-ID: <Pine.OSF.4.33.0202191414000.138-100000@artemis.civ.zcu.cz>

On Tue, 19 Feb 2002, Bruce Campbell wrote:

> On Mon, 18 Feb 2002, Jan Okrouhly wrote:
>
> > We have everyday serious problems with web ui - some characters
> > are displayed well (due to ugly hacked component with HTML header),
> > but when a user replies to message containing some accented characters
> > the system doesn't send/say anything or just say incorrect transaction
> > type etc. There are also problems with displaying Subjects/Bodies with
> > different charsets etc.
>
> Which particular charsets does your browser and apache server purport to
> know about?  You might find that the AddDefaultCharset (apache 1.3.12+)
> directive might help with your normal characterset, as RT does not add a
> charset by default (although you could put one in
> WebRT/html/Elements/Header).

AddDefaultCharset iso-8859-2 (On had there till today;-) partly
helps to Netscape browsers (I thing MSIE ignores that and uses
ContentType/Charset from my local/WebRT/html/Elements/Header.
But some problems will stay, because people [may|use] here at least
iso-8859-1 (M$ default mistake for Central Europe), iso-8859-2 (best bet
here), or Win-1250 and UTF-8 too...

During time I'll test behavior of more browsers on more platforms with
different encodings.
There was one interesting issue with HTML encoded 'accented content' -
Ticket History seems to be OK, but during reply (etc.) people see &#xxx
instead of 'accented content'. So I think the problem is also at text
area input side.

>
> Handling multiple charsets is.. currently outside RT's abilities right now
> (see the charset comment in lib/RT/Interface/Email.pm), but Jesse has

I've look at this (man MIME::Head /decode). This is just another
(maybe also important) problem with To, From, Subject etc. This actual
behavior is just fine to me. The main problem is that charset information
from Content-Type is not stored/used.
Example:
Content-Type: text/plain;
        charset="iso-8859-2"

I suppose the right behavior will be to reencode all incomming plain texts
into one internal encoding (UTF8 should be the best). The
Attachments.ContentEncoding could just fit for those, but it need a BIG
work around ;-(I think).

> planned for it (see the SQL Users.{Lang,EmailEncoding,WebEncoding}
> columns).

Yes, I know that schema, but not detailed Jesse's plans (are somewhere on
web?). In my opinion .Lang will be usable, but one user often has
more different emails and/or webs encoding (in some heterogenous/open
enviroment).

>
> Regards,

Thanks for the response

> --
>                              Bruce Campbell                            RIPE
>                    Systems/Network Engineer                             NCC
>                  www.ripe.net - PGP562C8B1B                      Operations
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>

Jan Okrouhly
---------------------------------------\-\-\+\-\-\---okrouhly at civ.zcu.cz---
Laboratory for Computer Science             |    phone: (420 19) 7491588
University of West Bohemia                  | location: Univerzitni 22
Americka 42, 306 14 Pilsen, Czech Republic  |     room: UI404
------------------------------------------73!-de-OK1INC at OK0PPL.#BOH.CZE.EU-






From justincl at u.washington.edu  Tue Feb 19 14:43:36 2002
From: justincl at u.washington.edu (justin m. clayton)
Date: Tue, 19 Feb 2002 11:43:36 -0800 (PST)
Subject: [rt-users] rtname ticket tags
Message-ID: <Pine.A41.4.44.0202191131200.73014-100000@homer10.u.washington.edu>

When I first set up RT2, both my $rtname and my $Organization in config.pm
were set to "ee.washington.edu". This is not quite accurate, as this is
specific to research computing, and other ticket systems exist within that
domain, so I changed it to "UW/EE Research Computing". I'm still testing,
so I thought that wouldn't be a problem.

Now when a ticket gets created, the autoreply sends the new UW/EE string,
but other transactions send the old ee.washington.edu string. Also, the
initial login screen displays "RT/ee.washington.edu: Login"

Is there something I need to restart? Is there some other variable I
missed? Do I need to edit a field in the SQL db?

Thanks in advance,

-- 
Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl at u.washington.edu
206/543.2523  EE/CSE 307F




From greg at oreilly.com  Tue Feb 19 14:58:33 2002
From: greg at oreilly.com (Greg Dickerson)
Date: Tue, 19 Feb 2002 11:58:33 -0800
Subject: [rt-users] rtname ticket tags
References: <Pine.A41.4.44.0202191131200.73014-100000@homer10.u.washington.edu>
Message-ID: <022301c1b97f$d0111490$5e1f18ac@wiggler>

Restarting Apache *should* solve this issue.

Greg
--------
Greg Dickerson
Support Manager
O'Reilly & Associates, Inc.
1005 Gravenstein Highway North
Sebastopol, CA  95472
Phone:(707)827-7215


----- Original Message ----- 
From: "justin m. clayton" <justincl at u.washington.edu>
To: "RT Users Mailing List" <rt-users at lists.fsck.com>
Sent: Tuesday, February 19, 2002 11:43 AM
Subject: [rt-users] rtname ticket tags


> When I first set up RT2, both my $rtname and my $Organization in config.pm
> were set to "ee.washington.edu". This is not quite accurate, as this is
> specific to research computing, and other ticket systems exist within that
> domain, so I changed it to "UW/EE Research Computing". I'm still testing,
> so I thought that wouldn't be a problem.
> 
> Now when a ticket gets created, the autoreply sends the new UW/EE string,
> but other transactions send the old ee.washington.edu string. Also, the
> initial login screen displays "RT/ee.washington.edu: Login"
> 
> Is there something I need to restart? Is there some other variable I
> missed? Do I need to edit a field in the SQL db?
> 
> Thanks in advance,
> 
> -- 
> Justin Clayton
> VLSI Research System Administrator
> University of Washington
> Electrical Engineering Dept
> justincl at u.washington.edu
> 206/543.2523  EE/CSE 307F
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 




From rt2trouble at morben.ca  Tue Feb 19 15:13:17 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Tue, 19 Feb 2002 12:13:17 -0800
Subject: [rt-users] RT Statistics Package
In-Reply-To: <1014132317.16686.330.camel@brockrigg.onyx.net>
References: <20020219140418.GA9619@netthink.co.uk> <15474.27212.944400.747678@perdix.cse.buffalo.edu> <1014132317.16686.330.camel@brockrigg.onyx.net>
Message-ID: <200202192013.g1JKDJt17180@buffy.pacificcoast.net>

Me too!!

[Tue Feb 19 12:10:23 2002] [error] Undefined subroutine 
&Apache::GD::Graph::handler called.

So if you find a solution.. I'm all over it.. :)

On February 19, 2002 07:25 am, you wrote:
> > Same here.  I thought that was the first thing I tried, but apparently
> > not.  The graphs look nice!  :-)
>
> I wanna see, I wanna see ;-) ... (still not working)
>
> <VirtualHost ###.###.###.###>
>     ServerAdmin webmaster at onyx.net
>     DocumentRoot /usr/local/rt2/WebRT/html
>     ServerName ###.###.###
>     PerlModule Apache::DBI
>     PerlRequire /usr/local/rt2/bin/webmux.pl
>     SetHandler perl-script
>     <Directory /usr/local/rt2/stats>
>         SetHandler cgi-script
>         DirectoryIndex index.cgi
>     </Directory>
>     <Location /chart>
>         SetHandler perl-script
>         PerlHandler +Apache::GD::Graph
>     </Location>
>     PerlHandler RT::Mason
>     Options ExecCGI FollowSymLinks
>     ErrorLog /usr/local/apache/logs/ticket.error.log
>     CustomLog /usr/local/apache/logs/ticket.access.log common
> </VirtualHost>
>
> [Tue Feb 19 15:10:12 2002] [error] Undefined subroutine
> &Apache::GD::Graph::handler called.
>
> :-(
>
> Tips/thoughts/comments/suggestions/ideas ?
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From justincl at u.washington.edu  Tue Feb 19 15:25:03 2002
From: justincl at u.washington.edu (justin m. clayton)
Date: Tue, 19 Feb 2002 12:25:03 -0800 (PST)
Subject: [rt-users] rtname ticket tags
In-Reply-To: <022301c1b97f$d0111490$5e1f18ac@wiggler>
Message-ID: <Pine.A41.4.44.0202191206450.73014-100000@homer10.u.washington.edu>

Restarting apache fixed the tagline, but not the web page titles. hm.

-- 
Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl at u.washington.edu
206/543.2523  EE/CSE 307F

On Tue, 19 Feb 2002, Greg Dickerson wrote:

> Date: Tue, 19 Feb 2002 11:58:33 -0800
> From: Greg Dickerson <greg at oreilly.com>
> To: RT Users Mailing List <rt-users at lists.fsck.com>
> Subject: Re: [rt-users] rtname ticket tags
>
> Restarting Apache *should* solve this issue.
>
> Greg
> --------
> Greg Dickerson
> Support Manager
> O'Reilly & Associates, Inc.
> 1005 Gravenstein Highway North
> Sebastopol, CA  95472
> Phone:(707)827-7215
>
>
> ----- Original Message -----
> From: "justin m. clayton" <justincl at u.washington.edu>
> To: "RT Users Mailing List" <rt-users at lists.fsck.com>
> Sent: Tuesday, February 19, 2002 11:43 AM
> Subject: [rt-users] rtname ticket tags
>
>
> > When I first set up RT2, both my $rtname and my $Organization in config.pm
> > were set to "ee.washington.edu". This is not quite accurate, as this is
> > specific to research computing, and other ticket systems exist within that
> > domain, so I changed it to "UW/EE Research Computing". I'm still testing,
> > so I thought that wouldn't be a problem.
> >
> > Now when a ticket gets created, the autoreply sends the new UW/EE string,
> > but other transactions send the old ee.washington.edu string. Also, the
> > initial login screen displays "RT/ee.washington.edu: Login"
> >
> > Is there something I need to restart? Is there some other variable I
> > missed? Do I need to edit a field in the SQL db?
> >
> > Thanks in advance,
> >
> > --
> > Justin Clayton
> > VLSI Research System Administrator
> > University of Washington
> > Electrical Engineering Dept
> > justincl at u.washington.edu
> > 206/543.2523  EE/CSE 307F
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From justincl at u.washington.edu  Tue Feb 19 16:05:50 2002
From: justincl at u.washington.edu (justin m. clayton)
Date: Tue, 19 Feb 2002 13:05:50 -0800 (PST)
Subject: [rt-users] give to user on ticket create?
Message-ID: <Pine.A41.4.44.0202191303590.73014-100000@homer10.u.washington.edu>

Is there a way (scrip, etc.) to give a ticket to a user on creation in a
particular queue? This would allow tickets that go into queues that are
managed by only one person to not require the (in this case) unecessary
step of taking the ticket.

-- 
Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl at u.washington.edu
206/543.2523  EE/CSE 307F




From justincl at u.washington.edu  Tue Feb 19 16:14:07 2002
From: justincl at u.washington.edu (justin m. clayton)
Date: Tue, 19 Feb 2002 13:14:07 -0800 (PST)
Subject: [rt-users] rtname ticket tags
In-Reply-To: <Pine.A41.4.44.0202191206450.73014-100000@homer10.u.washington.edu>
Message-ID: <Pine.A41.4.44.0202191310460.73014-100000@homer10.u.washington.edu>

I'm sorry, I'm a liar. :/

RT is still sending out the old tagline in things like the resolve
template. the it looks like the correct tagline is being accepted,
because using the old one generates a new tickets. the autoreply template
seems to reply with the correct tagline.

So, it looks like templates that have $rtname in its body read correctly,
but $rtname was also stored somewhere and hasn't been overwritten.

thoughts?

-- 
Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl at u.washington.edu
206/543.2523  EE/CSE 307F

On Tue, 19 Feb 2002, justin m. clayton wrote:

> Date: Tue, 19 Feb 2002 12:25:03 -0800 (PST)
> From: justin m. clayton <justincl at u.washington.edu>
> To: Greg Dickerson <greg at oreilly.com>
> Cc: RT Users Mailing List <rt-users at lists.fsck.com>
> Subject: Re: [rt-users] rtname ticket tags
>
> Restarting apache fixed the tagline, but not the web page titles. hm.
>
>




From pdh at snapgear.com  Tue Feb 19 16:41:24 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 20 Feb 2002 07:41:24 +1000
Subject: [rt-users] Hi all, installation woes
In-Reply-To: <E16d8aW-0002IE-00@stan.ringways.co.uk>
References: <Pine.LNX.4.44.0202191202100.23737-100000@x22.ripe.net> <E16d8aW-0002IE-00@stan.ringways.co.uk>
Message-ID: <20020219214124.GA2561@moreton.com.au>

Gary Stainburn wrote:
> > > Error in /var/log/httpd/rt2/error_log:
> > > [Tue Feb 19 09:56:25 2002] [warn] [Mason] Cannot resolve file to
> > > component: /usr/local/rt2/WebRt/html/ (is file outside component root?)
> >
> In /usr/local/rt2/etc/config.pm I have:
> $MasonComponentRoot = "/usr/local/rt2/WebRT/html";
> $MasonLocalComponentRoot = "/usr/local/rt2/local/WebRT/html";

"WebRt" != "WebRT".




From pburkett at callatg.com  Tue Feb 19 16:52:35 2002
From: pburkett at callatg.com (Paul Burkett)
Date: Tue, 19 Feb 2002 13:52:35 -0800
Subject: [rt-users] give to user on ticket create?
In-Reply-To: <Pine.A41.4.44.0202191303590.73014-100000@homer10.u.washington.edu>
References: <Pine.A41.4.44.0202191303590.73014-100000@homer10.u.washington.edu>
Message-ID: <20020219135235.5f4a0651.pburkett@callatg.com>

I would just like to say that's a great question. In fact, I was just going to ask the same question :P It would seem a pretty good idea because I need to automatically assign queues to certain people too.

On Tue, 19 Feb 2002 13:05:50 -0800 (PST)
"justin m. clayton" <justincl at u.washington.edu> wrote:

> Is there a way (scrip, etc.) to give a ticket to a user on creation in a
> particular queue? This would allow tickets that go into queues that are
> managed by only one person to not require the (in this case) unecessary
> step of taking the ticket.
> 
> -- 
> Justin Clayton
> VLSI Research System Administrator
> University of Washington
> Electrical Engineering Dept
> justincl at u.washington.edu
> 206/543.2523  EE/CSE 307F
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 


-- 
Paul Burkett
ATG Intern
http://www.red-fusion.org/



From rich+rt at lafferty.ca  Tue Feb 19 16:56:28 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Tue, 19 Feb 2002 16:56:28 -0500
Subject: [rt-users] give to user on ticket create?
In-Reply-To: <Pine.A41.4.44.0202191303590.73014-100000@homer10.u.washington.edu>; from justincl@u.washington.edu on Tue, Feb 19, 2002 at 01:05:50PM -0800
References: <Pine.A41.4.44.0202191303590.73014-100000@homer10.u.washington.edu>
Message-ID: <20020219165628.C2081@lafferty.ca>

On Tue, Feb 19, 2002 at 01:05:50PM -0800, justin m. clayton (justincl at u.washington.edu) wrote:
> Is there a way (scrip, etc.) to give a ticket to a user on creation in a
> particular queue? This would allow tickets that go into queues that are
> managed by only one person to not require the (in this case) unecessary
> step of taking the ticket.

There's an AutoAssign contrib hanging around the contribs area on
fsck.com. If I had a working NIS server right now I'd give you an
exact URL, but I don't, so I haven't. :-)

  -Rich

-- 
Rich Lafferty --------------+-----------------------------------------------
 Ottawa, Ontario, Canada    |  Save the Pacific Northwest Tree Octopus!
 http://www.lafferty.ca/    |    http://zapatopi.net/treeoctopus.html
rich at lafferty.ca -----------+-----------------------------------------------



From pdh at snapgear.com  Tue Feb 19 17:06:00 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 20 Feb 2002 08:06:00 +1000
Subject: [rt-users] rtname ticket tags
In-Reply-To: <Pine.A41.4.44.0202191310460.73014-100000@homer10.u.washington.edu>
References: <Pine.A41.4.44.0202191206450.73014-100000@homer10.u.washington.edu> <Pine.A41.4.44.0202191310460.73014-100000@homer10.u.washington.edu>
Message-ID: <20020219220600.GB2561@moreton.com.au>

justin m. clayton wrote:
> So, it looks like templates that have $rtname in its body read correctly,
> but $rtname was also stored somewhere and hasn't been overwritten.

Restart apache.

http://fsck.com/rtfm/factoid.html?id=112




From pburkett at callatg.com  Tue Feb 19 17:14:54 2002
From: pburkett at callatg.com (Paul Burkett)
Date: Tue, 19 Feb 2002 14:14:54 -0800
Subject: [rt-users] give to user on ticket create?
In-Reply-To: <20020219165628.C2081@lafferty.ca>
References: <Pine.A41.4.44.0202191303590.73014-100000@homer10.u.washington.edu>
	<20020219165628.C2081@lafferty.ca>
Message-ID: <20020219141454.59a48b08.pburkett@callatg.com>

Yea, here's the link...

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

On Tue, 19 Feb 2002 16:56:28 -0500
Rich Lafferty <rich+rt at lafferty.ca> wrote:

> On Tue, Feb 19, 2002 at 01:05:50PM -0800, justin m. clayton (justincl at u.washington.edu) wrote:
> > Is there a way (scrip, etc.) to give a ticket to a user on creation in a
> > particular queue? This would allow tickets that go into queues that are
> > managed by only one person to not require the (in this case) unecessary
> > step of taking the ticket.
> 
> There's an AutoAssign contrib hanging around the contribs area on
> fsck.com. If I had a working NIS server right now I'd give you an
> exact URL, but I don't, so I haven't. :-)
> 
>   -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
> 


-- 
Paul Burkett
ATG Intern
http://www.red-fusion.org/



From bruce_campbell at ripe.net  Tue Feb 19 17:30:18 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 19 Feb 2002 23:30:18 +0100 (CET)
Subject: [rt-users] rtname ticket tags
In-Reply-To: <Pine.A41.4.44.0202191310460.73014-100000@homer10.u.washington.edu>
Message-ID: <Pine.LNX.4.44.0202192326520.23737-100000@x22.ripe.net>

On Tue, 19 Feb 2002, justin m. clayton wrote:

> RT is still sending out the old tagline in things like the resolve
> template. the it looks like the correct tagline is being accepted,
> because using the old one generates a new tickets. the autoreply template
> seems to reply with the correct tagline.

I suspect that you'll find that RT is doing:

	Sending replies to Old tickets:
		old tag ([ee.washington.edu #1234]) + new tag ([UW/EEetc #12345])
	New tickets coming in:
		using new tag only.
	Old tickets coming in:
		old tag not recognised, new tag added and new ticket
		number assigned.

For what you've done, the behaviour is what is expected, hence all the big
scary warnings about 'Do Not Change $rtname.  Do not feed RT after
midnight'.

Regards,

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




From darren at boston.com  Tue Feb 19 17:42:55 2002
From: darren at boston.com (darren chamberlain)
Date: Tue, 19 Feb 2002 17:42:55 -0500
Subject: [rt-users] cycling through usernames in RT::Users
In-Reply-To: <09e101c1b804$3e809a40$0b16160a@Desktop>
References: <07d801c1b7ed$8d7bfd90$0b16160a@Desktop> <20020217215133.GF2561@moreton.com.au> <09e101c1b804$3e809a40$0b16160a@Desktop>
Message-ID: <20020219224255.GA29899@boston.com>

Quoting matthew zeier <mrz at intelenet.net> [17 Feb-02 17:46]:
> > matthew zeier wrote:
> > > Does anyone have any code snippet to cycle through all
> > > users in a certain group ?
> >
> > Users->MemberOfGroup() looks like it should do what you want.
> 
> I was hoping to find something more complete than that.  What I
> have right now, which isn't working (I don't get anything on
> dumpValue()):
> 
> use lib "/opt/rt2/lib";
> use lib "/opt/rt2/etc";
> 
> use RT::Interface::CLI  qw(CleanEnv LoadConfig DBConnect
>                GetCurrentUser GetMessageContent);
> 
> CleanEnv();
> LoadConfig();
> DBConnect();
> 
> use RT::Date;
> use RT::Queue;
> use RT::Tickets;
> use RT::Users;
> 
> my $users_obj    = new RT::Users($RT::SystemUser);
> $users_obj->MemberOfGroup('6');
> 
> while (my $user = $users_obj->Next) {
>     dumpValue($user);
> }
> 
> $RT::Handle->Disconnect();
> 
> I don't appear to enter the while() loop.

I think if you ran this under strict you'd find that there is no
dumpValue() defined.

(darren)

-- 
If Jesus Christ were to come today, people would not even crucify
him.  They would ask him to dinner, and hear what he had to say,
and make fun of it.
    -- Thomas Carlyle



From darren at boston.com  Tue Feb 19 17:44:09 2002
From: darren at boston.com (darren chamberlain)
Date: Tue, 19 Feb 2002 17:44:09 -0500
Subject: [rt-users] where is RT/Masion.pm in rt 2?
In-Reply-To: <00f501c1b772$66de8b60$8c09cea7@eng.cv.net>
References: <00f501c1b772$66de8b60$8c09cea7@eng.cv.net>
Message-ID: <20020219224409.GB29899@boston.com>

Quoting Marc Spitzer <mspitze1 at optonline.net> [17 Feb-02 00:28]:
> I just downloaded 2-0-11 and It is looking for RT/Masion.pm and
> near as I could tell RT did not have that in the tar ball or
> cvs.

RT::Mason is a package internal to bin/webmux.pl.

(darren)

-- 
How you look depends on where you go.



From bruce_campbell at ripe.net  Tue Feb 19 17:48:38 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 19 Feb 2002 23:48:38 +0100 (CET)
Subject: [rt-users] Different charsets problem
In-Reply-To: <Pine.OSF.4.33.0202191414000.138-100000@artemis.civ.zcu.cz>
Message-ID: <Pine.LNX.4.44.0202192332110.23737-100000@x22.ripe.net>

On Tue, 19 Feb 2002, Jan Okrouhly wrote:

> I've look at this (man MIME::Head /decode). This is just another
> (maybe also important) problem with To, From, Subject etc. This actual
> behavior is just fine to me. The main problem is that charset information
> from Content-Type is not stored/used.
> Example:
> Content-Type: text/plain;
>         charset="iso-8859-2"

If you put extra stuff in Attachments.Content{Type,Encoding} at the
present time, you will cause random breakages down the track as various
regexes on those field will suddenly not work.

> I suppose the right behavior will be to reencode all incomming plain texts
> into one internal encoding (UTF8 should be the best). The
> Attachments.ContentEncoding could just fit for those, but it need a BIG
> work around ;-(I think).

yup.

> > planned for it (see the SQL Users.{Lang,EmailEncoding,WebEncoding}
> > columns).
>
> Yes, I know that schema, but not detailed Jesse's plans (are somewhere on

Telepathy seems to work for some.

> web?). In my opinion .Lang will be usable, but one user often has
> more different emails and/or webs encoding (in some heterogenous/open
> enviroment).

..

We had a discussion today on Google's default behaviour if you didn't have
a cookie saying 'I want this language'.  It will ignore what your browser
supplies, and use the dominant language of the region that it thinks your
IP address is.  ( at a rough guess, they're using the country of
registration of the ASN that originates the route to that IP ).  This is
good because natives of the country are set.  This is bad because
non-natives to the country have to look for 'Ik wil dat Google het Engels'

With RT storing language (and eventually using) on a user basis, thats
cool irrespective of the browser the user happens to be using at the time.
The encoding is to the user's browser should always be what the browser
says it can handle, and the WebEncoding in the Users table should be the
preferred one of that set.  If User uses a browser without that encoding,
fallback to us-ascii.  Email encoding is something that RT shouldn't guess
at.  If the User has said that they want encoding foo, then foo they will
get, irrespective of their (unknown to RT) email client.

Regards,

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




From alexandj at fortrex.com  Tue Feb 19 18:08:52 2002
From: alexandj at fortrex.com (Alexander, John)
Date: Tue, 19 Feb 2002 18:08:52 -0500
Subject: [rt-users] From: address in RT e-mails
Message-ID: <31AF5A186939D4119C6100104B23BF8523E238@tiger.fortrex.com>

All,

I need my e-mails to originate from <queue>@helpdesk.foo.com

Currently they are originating from <queue>@realservername.foo.com

Where do I configure this?

Thanks much

--------------------------------------------------------------------------
John Alexander
alexandj at fortrex.com
Network Security Operations Manager    phone: 301-977-6966
Fortrex Technologies, Inc                       fax:     301-947-3539
Gaithersburg, MD
http://www.fortrex.com

Because Your Information is Your Business




From bgeraldo at sockeye.com  Tue Feb 19 18:24:40 2002
From: bgeraldo at sockeye.com (Bolivar Geraldo)
Date: Tue, 19 Feb 2002 18:24:40 -0500 (EST)
Subject: [rt-users] Requestor RT error.
Message-ID: <200202192324.g1JNOfKI019757@fishy.sockeye.com>

Hello all,

I'm running RT 2.0.11.

I'm having a problem where Requestors in the RT system can create new
tickets into a certain queue, however always get the following error:

"RT error: No permission to display ticket"

When the requestor then proceeds to look at open tickets his/her open 
tickets, they can see the ticket that was just created and gave the
error above.  Everything else seems to work fine.  Am I missing a
permission somewhere?

Requestors have to following permissions to the queue in question (the
only queue that requestors can currently see):

CreateTicket
OwnTicket
ReplyToTicket
SeeQueue
ShowTicket
ShowTicketComments

What am I doing wrong?

Thanks,

Bolivar


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


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From justincl at u.washington.edu  Tue Feb 19 18:45:00 2002
From: justincl at u.washington.edu (justin m. clayton)
Date: Tue, 19 Feb 2002 15:45:00 -0800 (PST)
Subject: [rt-users] rtname ticket tags
In-Reply-To: <Pine.LNX.4.44.0202192326520.23737-100000@x22.ripe.net>
Message-ID: <Pine.A41.4.44.0202191537250.73014-100000@homer10.u.washington.edu>

As I said previously, this is not, in fact, the case.

New ticket comes in from user via email. Autoreply uses new tag, and tells
user to use new tag. correspondence from user via email to rt using new
tag is correctly parsed into ticket. further correspondence from rt to
user uses *OLD* tag. email sent through OnResolve scrip uses *OLD* tag.

Again: this is all in a *NEW* ticket. This is not the same failure mode
that you're describing.

-- 
Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl at u.washington.edu
206/543.2523  EE/CSE 307F

On Tue, 19 Feb 2002, Bruce Campbell wrote:

> Date: Tue, 19 Feb 2002 23:30:18 +0100 (CET)
> From: Bruce Campbell <bruce_campbell at ripe.net>
> To: justin m. clayton <justincl at u.washington.edu>
> Cc: RT Users Mailing List <rt-users at lists.fsck.com>
> Subject: Re: [rt-users] rtname ticket tags
>
> On Tue, 19 Feb 2002, justin m. clayton wrote:
>
> > RT is still sending out the old tagline in things like the resolve
> > template. the it looks like the correct tagline is being accepted,
> > because using the old one generates a new tickets. the autoreply template
> > seems to reply with the correct tagline.
>
> I suspect that you'll find that RT is doing:
>
> 	Sending replies to Old tickets:
> 		old tag ([ee.washington.edu #1234]) + new tag ([UW/EEetc #12345])
> 	New tickets coming in:
> 		using new tag only.
> 	Old tickets coming in:
> 		old tag not recognised, new tag added and new ticket
> 		number assigned.
>
> For what you've done, the behaviour is what is expected, hence all the big
> scary warnings about 'Do Not Change $rtname.  Do not feed RT after
> midnight'.
>
> Regards,
>
>





From matt at iseek.com.au  Tue Feb 19 19:08:13 2002
From: matt at iseek.com.au (matt carter)
Date: Wed, 20 Feb 2002 10:08:13 +1000 (EST)
Subject: [rt-users] RT Statistics Package
In-Reply-To: <20020219140418.GA9619@netthink.co.uk>
Message-ID: <Pine.LNX.4.31.0202201007420.6627-100000@admin.iseek.com.au>

Hi there,

I don't suppose there is a publically visible example or some screenshots
to look at on a URL somewhere?

--matt


On Tue, 19 Feb 2002, Simon Cozens wrote:

> Attached is a simple statistics package for RT. I'm planning on releasing
> further versions with more complex data available in the future, but I
> think this is cool enough to release for now. Simply drop it into your
> RT HTML tree, and go to http://rt/Statistics/
>
> For shiny shiny graphs, you'll need the Apache::GD::Graph module installed
> as $rturl/graph but if you don't want that, just dike out all the lines which
> refer to "$url". (This will make the time-to-resolve scatter graph a bit
> useless, though.)
>
> Thanks to Oxford University Computing Services for letting me develop and
> distribute this.
>
> --
> The Blit is a nice terminal, but it runs emacs.
>




From justincl at u.washington.edu  Tue Feb 19 19:53:35 2002
From: justincl at u.washington.edu (justin m. clayton)
Date: Tue, 19 Feb 2002 16:53:35 -0800 (PST)
Subject: [rt-users] rtname ticket tags
In-Reply-To: <Pine.A41.4.44.0202191537250.73014-100000@homer10.u.washington.edu>
Message-ID: <Pine.A41.4.44.0202191644470.150546-100000@homer10.u.washington.edu>

I'd even be open to blowing away anything necessary (tickets, etc) to get
this to work. As I said, it's not in production yet.

-- 
Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl at u.washington.edu
206/543.2523  EE/CSE 307F

On Tue, 19 Feb 2002, justin m. clayton wrote:

> Date: Tue, 19 Feb 2002 15:45:00 -0800 (PST)
> From: justin m. clayton <justincl at u.washington.edu>
> To: Bruce Campbell <bruce_campbell at ripe.net>
> Cc: RT Users Mailing List <rt-users at lists.fsck.com>
> Subject: Re: [rt-users] rtname ticket tags
>
> As I said previously, this is not, in fact, the case.
>
> New ticket comes in from user via email. Autoreply uses new tag, and tells
> user to use new tag. correspondence from user via email to rt using new
> tag is correctly parsed into ticket. further correspondence from rt to
> user uses *OLD* tag. email sent through OnResolve scrip uses *OLD* tag.
>
> Again: this is all in a *NEW* ticket. This is not the same failure mode
> that you're describing.
>
>




From pburkett at callatg.com  Tue Feb 19 20:24:10 2002
From: pburkett at callatg.com (Paul Burkett)
Date: Tue, 19 Feb 2002 17:24:10 -0800
Subject: [rt-users] make upgrade error
Message-ID: <20020219172410.1f330222.pburkett@callatg.com>

Anybody know why I get the following error?

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
[ -f //usr/local/rt2/etc/config.pm ] && \
        mv //usr/local/rt2/etc/config.pm //usr/local/rt2/etc/config.pm.old && \
        chmod 000 //usr/local/rt2/etc/config.pm.old
cp -rp ./etc/config.pm //usr/local/rt2/etc/config.pm
/usr/bin/perl -p -i -e "\
s'!!DB_TYPE!!'"mysql"'g;\
s'!!DB_HOST!!'"localhost"'g;\
s'!!DB_PORT!!'""'g;\
s'!!DB_RT_PASS!!'"******       "'g;\
s'!!DB_RT_USER!!'"rt_user"'g;\
s'!!DB_DATABASE!!'"rt2"'g;\
s'!!MASON_HTML_PATH!!'"/usr/local/rt2/WebRT/html"'g;\
s'!!MASON_LOCAL_HTML_PATH!!'"/usr/local/rt2/local/WebRT/html"'g;\
s'!!MASON_SESSION_PATH!!'"/usr/local/rt2/WebRT/sessiondata"'g;\
s'!!MASON_DATA_PATH!!'"/usr/local/rt2/WebRT/data"'g;\
s'!!RT_LOG_PATH!!'"/tmp"'g;\
s'!!RT_VERSION!!'"2.0.11"'g;\
" //usr/local/rt2/etc/config.pm
Substitution replacement not terminated at -e line 1.
make: *** [config-replace] Error 255


I'm using the same settings as I used in my older Makefile (2.0.8) and it seemed to work then. I'm just glad I backed up my config.pm file :P

-- 
Paul Burkett
ATG Intern
http://www.red-fusion.org/



From pdh at snapgear.com  Tue Feb 19 21:01:38 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 20 Feb 2002 12:01:38 +1000
Subject: [rt-users] make upgrade error
In-Reply-To: <20020219172410.1f330222.pburkett@callatg.com>
References: <20020219172410.1f330222.pburkett@callatg.com>
Message-ID: <20020220020138.GA30816@moreton.com.au>

Paul Burkett wrote:
> Anybody know why I get the following error?

Yep.

> s'!!DB_RT_PASS!!'"******       "'g;\

> Substitution replacement not terminated at -e line 1.
> make: *** [config-replace] Error 255

Spaces or a tab after your password in config.pm or the Makefile
(I forget which.)

I've been meaning to fix this and send a patch for months.




From peter.bonifacio at logicaltech.com.au  Tue Feb 19 22:29:25 2002
From: peter.bonifacio at logicaltech.com.au (Peter Bonifacio)
Date: Wed, 20 Feb 2002 14:29:25 +1100
Subject: [rt-users] No RT user found.
Message-ID: <DF8B97F54EC0D411879900A0CC3ED9609848AD@JANUS.lt.com.au>

G'Day
I have installed RT 2.0.11 on a Red Hat 7.2 box.
I have setup variables for MySql for user=rt_user and password=rt_pass.
However when I try to add users to the RT system either with:
./rtadmin --user=rt_user --password='rt_pass'
or 
./rtadmin --user=root --password=xyz
I get the following error:

No RT user found. Please consult your RT administrator.
 
So how do I add a user? Or what have I messed up?
I've looked at the lists, faq and docos and cant find  anything to help
Regards
Peter Bonifacio
 
<https://intranet.logicaltech.com.au/Livelink/livelink.exe?func=ll&objId=450
521&objAction=view> 
 
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From darren at dazza.org  Wed Feb 20 00:37:36 2002
From: darren at dazza.org (Darren Nickerson)
Date: Wed, 20 Feb 2002 00:37:36 -0500
Subject: [rt-users] What's that Sender: header, and how do I make it go away?
Message-ID: <20020220053742.1CD955F9FF@hewes.dazza.org>

The FAQ states, at http://fsck.com/rtfm/article.html?id=5#106

	What's that Sender: header, and how do I make it go away?
	
	[snip]
	
	postfix and sender
	
	Postfix shouldn't have this problem, as it adds a UID to the
	Received header instead of setting Sender.


But this doesn't seem to be I'm running postfix-1.1.3, and I see:

[snip]
Managed-BY: Request Tracker 2.0.11 (http://www.fsck.com/projects/rt/)
Precedence: bulk
MIME-Version: 1.0
Content-Transfer-Encoding: binary
To: darren at dazza.org
Sender: Apache <apache at polaris.dazza.org>   <----------WHA???
Date: Tue, 19 Feb 2002 21:09:35 -0800 (PST)
[snip]

Definitely an annoying Sender: header creeping its way in there.

Thoughts?

-Darren





From scott at xs4all.nl  Wed Feb 20 01:31:11 2002
From: scott at xs4all.nl (Scott A. McIntyre)
Date: Wed, 20 Feb 2002 07:31:11 +0100
Subject: [rt-users] Action NotifyCc or similar.
Message-ID: <20020220063110.GB17426@xs4all.nl>

Hi,

One of the interesting side effects of our deployment of RT has been
that the myriad of ways people prefer to handle mail is becoming an
issue; some people want to be notified of every transaction in a queue,
some people don't want any email and only want the web interface, other
people want emails  only when they're the owner of a ticket and so on...

I'm working on a way of combining all these possibilities, but something
that would make it a lot easier would be an Action that could NotifyCc
for a queue, or something akin to that -- I'm poking around now to see
if there's an easy way to do this, but if someone has already done it,
or has some pointers on precisely where to look (SendEmail.pm seems to
have most of the right hooks, but the /Elements and /Admin/Queues bits
don't) it would be appreciated.

Any other thoughts on how best to manage this would good as well...

Thanks,

Scott




From jeferee at hotmail.com  Wed Feb 20 02:09:54 2002
From: jeferee at hotmail.com (Jeff Jones)
Date: Tue, 19 Feb 2002 23:09:54 -0800
Subject: [rt-users] No RT user found.
References: <DF8B97F54EC0D411879900A0CC3ED9609848AD@JANUS.lt.com.au>
Message-ID: <OE15gW1IPYVMQ2bhHj6000217a3@hotmail.com>

Did you add the rt_user to the rt2 database (eg, with mysql_setpermissions (in the mysql RPM - I used 3.23.41-1))?
I couldn't get through the RT2 install without adding the RT user halfway through, because install tries to connect as rt_user after creating the DB.

Jeff

  ----- Original Message ----- 
  From: Peter Bonifacio 
  To: rt-users at lists.fsck.com 
  Sent: Tuesday, February 19, 2002 7:29 PM
  Subject: [rt-users] No RT user found.


  G'Day
  I have installed RT 2.0.11 on a Red Hat 7.2 box.
  I have setup variables for MySql for user=rt_user and password=rt_pass.
  However when I try to add users to the RT system either with:
  ./rtadmin --user=rt_user --password='rt_pass'
  or 
  ./rtadmin --user=root --password=xyz
  I get the following error:

  No RT user found. Please consult your RT administrator.

  So how do I add a user? Or what have I messed up?
  I've looked at the lists, faq and docos and cant find  anything to help
  Regards
  Peter Bonifacio

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From gary.stainburn at ringways.co.uk  Wed Feb 20 04:00:46 2002
From: gary.stainburn at ringways.co.uk (Gary Stainburn)
Date: Wed, 20 Feb 2002 09:00:46 +0000
Subject: [rt-users] Hi all, installation woes
In-Reply-To: <20020219214124.GA2561@moreton.com.au>
References: <Pine.LNX.4.44.0202191202100.23737-100000@x22.ripe.net> <E16d8aW-0002IE-00@stan.ringways.co.uk> <20020219214124.GA2561@moreton.com.au>
Message-ID: <E16dSM4-0000Lo-00@stan.ringways.co.uk>

On Tuesday 19 February 2002 9:41 pm, Phil Homewood wrote:
> Gary Stainburn wrote:
> > > > Error in /var/log/httpd/rt2/error_log:
> > > > [Tue Feb 19 09:56:25 2002] [warn] [Mason] Cannot resolve file to
> > > > component: /usr/local/rt2/WebRt/html/ (is file outside component
> > > > root?)
> >
> > In /usr/local/rt2/etc/config.pm I have:
> > $MasonComponentRoot = "/usr/local/rt2/WebRT/html";
> > $MasonLocalComponentRoot = "/usr/local/rt2/local/WebRT/html";
>
> "WebRt" != "WebRT".

Bingo!!!

Now I have another problem which I *think* is either a browser (Mozilla 
0.9.2) or Apache (1.3.20).

When I access http://rt.ringways.co.uk, I get the download dialog box open 
titled 'Downloading null' and asking me what to do with a file of type 
application/x-httpd-php.

Anyone got any ideas what to do with this?

-- 
Gary Stainburn
 
This email does not contain private or confidential material as it
may be snooped on by interested government parties for unknown
and undisclosed purposes - Regulation of Investigatory Powers Act, 2000     



From Dave.Ewart at cancer.org.uk  Wed Feb 20 04:26:12 2002
From: Dave.Ewart at cancer.org.uk (Dave Ewart)
Date: Wed, 20 Feb 2002 09:26:12 +0000
Subject: [rt-users] Re: give to user on ticket create?
In-Reply-To: <20020219141454.59a48b08.pburkett@callatg.com>
References: <Pine.A41.4.44.0202191303590.73014-100000@homer10.u.washington.edu> <20020219165628.C2081@lafferty.ca> <20020219141454.59a48b08.pburkett@callatg.com>
Message-ID: <20020220092612.R19279@nemesis.ox.icnet.uk>

On Tuesday, 19.02.2002 at 14:14 -0800, Paul Burkett wrote:

> Yea, here's the link...
> 
> http://www.fsck.com/pub/rt/contrib/2.0/

AutoAssign sounds very useful.

I've never tried installing these add-ons before - there is an
AutoAssign.pm and an AutoAssign.pm.insertdata file in the above
directory.  There is also a README, but that doesn't describe the
installation process.

What do I need to do to get this installed and working/configurable?
Don't see anything in the docs ...

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 sw-lists at onyx.net  Wed Feb 20 04:51:24 2002
From: sw-lists at onyx.net (Simon Woodward)
Date: 20 Feb 2002 09:51:24 +0000
Subject: [rt-users] RT Statistics Package
In-Reply-To: <200202192013.g1JKDJt17180@buffy.pacificcoast.net>
References: <20020219140418.GA9619@netthink.co.uk>
	<15474.27212.944400.747678@perdix.cse.buffalo.edu>
	<1014132317.16686.330.camel@brockrigg.onyx.net> 
	<200202192013.g1JKDJt17180@buffy.pacificcoast.net>
Message-ID: <1014198684.1815.432.camel@brockrigg.onyx.net>

> Me too!!
> 
> [Tue Feb 19 12:10:23 2002] [error] Undefined subroutine 
> &Apache::GD::Graph::handler called.
> So if you find a solution.. I'm all over it.. :)

None yet, but trying ... :-(

Trying hard, as I hope the suits are gonna like it, and it will stop em
bugging me for pretty graphs and stats ...

Actually from what I have seen so far, the only thing I may suggest for
any future development is a totals column at the bottom to show the
averages / info right across the period you have chosen as well as on a
per day basis.

Simon




From Michael.BLK at Freezone.co.uk  Wed Feb 20 05:06:33 2002
From: Michael.BLK at Freezone.co.uk (Michael Bielicki)
Date: 20 Feb 2002 10:06:33 +0000
Subject: [rt-users] RT Statistics Package
In-Reply-To: <1014198684.1815.432.camel@brockrigg.onyx.net>
References: <20020219140418.GA9619@netthink.co.uk>
	<15474.27212.944400.747678@perdix.cse.buffalo.edu>
	<1014132317.16686.330.camel@brockrigg.onyx.net> 
	<200202192013.g1JKDJt17180@buffy.pacificcoast.net> 
	<1014198684.1815.432.camel@brockrigg.onyx.net>
Message-ID: <1014199603.1297.19.camel@hagbard.freezone.co.uk>

How can I make that zstuff run if I am not using mod_perl but fastcgi ?

On Wed, 2002-02-20 at 09:51, Simon Woodward wrote:
> > Me too!!
> > 
> > [Tue Feb 19 12:10:23 2002] [error] Undefined subroutine 
> > &Apache::GD::Graph::handler called.
> > So if you find a solution.. I'm all over it.. :)
> 
> None yet, but trying ... :-(
> 
> Trying hard, as I hope the suits are gonna like it, and it will stop em
> bugging me for pretty graphs and stats ...
> 
> Actually from what I have seen so far, the only thing I may suggest for
> any future development is a totals column at the bottom to show the
> averages / info right across the period you have chosen as well as on a
> per day basis.
> 
> Simon
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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From bruce_campbell at ripe.net  Wed Feb 20 05:15:48 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 20 Feb 2002 11:15:48 +0100 (CET)
Subject: [rt-users] From: address in RT e-mails
In-Reply-To: <31AF5A186939D4119C6100104B23BF8523E238@tiger.fortrex.com>
Message-ID: <Pine.LNX.4.44.0202201111530.23737-100000@x22.ripe.net>

On Tue, 19 Feb 2002, Alexander, John wrote:

> I need my e-mails to originate from <queue>@helpdesk.foo.com
>
> Currently they are originating from <queue>@realservername.foo.com

Your problem maybe one of Trusted users:

	http://www.fsck.com/rtfm/search.html?LimitContent=trusted

But may also be one of of configuring your MTA to know about its other
domains for masquerading.  Without knowing what your MTA is, specific
configuration settings cannot be given  (if its sendmail, search for the
DM macro in sendmail.cf)

Regards,

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




From bruce_campbell at ripe.net  Wed Feb 20 05:20:23 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 20 Feb 2002 11:20:23 +0100 (CET)
Subject: [rt-users] No RT user found.
In-Reply-To: <DF8B97F54EC0D411879900A0CC3ED9609848AD@JANUS.lt.com.au>
Message-ID: <Pine.LNX.4.44.0202201117420.23737-100000@x22.ripe.net>

On Wed, 20 Feb 2002, Peter Bonifacio wrote:

> I have installed RT 2.0.11 on a Red Hat 7.2 box.
> I have setup variables for MySql for user=rt_user and password=rt_pass.
> However when I try to add users to the RT system either with:
> ./rtadmin --user=rt_user --password='rt_pass'
> or
> ./rtadmin --user=root --password=xyz
> I get the following error:
>
> No RT user found. Please consult your RT administrator.

You have not defined a Unix login for the root user.  Log in as root via
the WebUI, Configuration, Users, Root, and add 'root' to 'Unix login'.
 From then on, you'll be able to use the rtadmin cli with the RT 'root'
privileges as the Unix 'root' user.

> So how do I add a user? Or what have I messed up?

You have read http://www.fsck.com/rtfm/factoid.html?id=79 ?

Regards,

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




From bruce_campbell at ripe.net  Wed Feb 20 05:26:30 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 20 Feb 2002 11:26:30 +0100 (CET)
Subject: [rt-users] Re: give to user on ticket create?
In-Reply-To: <20020220092612.R19279@nemesis.ox.icnet.uk>
Message-ID: <Pine.LNX.4.44.0202201124060.23737-100000@x22.ripe.net>

On Wed, 20 Feb 2002, Dave Ewart wrote:

> I've never tried installing these add-ons before - there is an
> AutoAssign.pm and an AutoAssign.pm.insertdata file in the above
> directory.  There is also a README, but that doesn't describe the
> installation process.
>
> What do I need to do to get this installed and working/configurable?
> Don't see anything in the docs ...

http://lists.fsck.com/pipermail/rt-users/2002-February/006509.html might
help.

Your main thing is:

	If its a ScripCondition, it goes in lib/RT/Condition/

	If its a ScripAction, it goes in lib/RT/Action/

	If theres an insert_{condition,action} script with it, running
	this will do the relevant magic with the SQL tables so you can
	actually use the Scrip{Condition,Action}

Regards,

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




From bruce_campbell at ripe.net  Wed Feb 20 05:30:58 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 20 Feb 2002 11:30:58 +0100 (CET)
Subject: [rt-users] rtname ticket tags
In-Reply-To: <Pine.A41.4.44.0202191537250.73014-100000@homer10.u.washington.edu>
Message-ID: <Pine.LNX.4.44.0202201127260.23737-100000@x22.ripe.net>

On Tue, 19 Feb 2002, justin m. clayton wrote:

> As I said previously, this is not, in fact, the case.
>
> New ticket comes in from user via email. Autoreply uses new tag, and tells
> user to use new tag. correspondence from user via email to rt using new
> tag is correctly parsed into ticket. further correspondence from rt to
> user uses *OLD* tag. email sent through OnResolve scrip uses *OLD* tag.

Check the template that the OnResolve scrip (I suspect its an
OnCorrespond) is using.  From the sounds of it, you have the actual text
of the old $rtname typed into the template.

Regards,

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




From hwagener at hamburg.fcb.com  Wed Feb 20 05:41:38 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Wed, 20 Feb 2002 11:41:38 +0100
Subject: [rt-users] Hi all, installation woes
References: <Pine.LNX.4.44.0202191202100.23737-100000@x22.ripe.net> <E16d8aW-0002IE-00@stan.ringways.co.uk> <20020219214124.GA2561@moreton.com.au> <E16dSM4-0000Lo-00@stan.ringways.co.uk>
Message-ID: <3C737D62.EB17D1DD@hamburg.fcb.com>

Gary Stainburn wrote:
> 
> On Tuesday 19 February 2002 9:41 pm, Phil Homewood wrote:
> > Gary Stainburn wrote:
> > > > > Error in /var/log/httpd/rt2/error_log:
> > > > > [Tue Feb 19 09:56:25 2002] [warn] [Mason] Cannot resolve file to
> > > > > component: /usr/local/rt2/WebRt/html/ (is file outside component
> > > > > root?)
> > >
> > > In /usr/local/rt2/etc/config.pm I have:
> > > $MasonComponentRoot = "/usr/local/rt2/WebRT/html";
> > > $MasonLocalComponentRoot = "/usr/local/rt2/local/WebRT/html";
> >
> > "WebRt" != "WebRT".
> 
> Bingo!!!
> 
> Now I have another problem which I *think* is either a browser (Mozilla
> 0.9.2) or Apache (1.3.20).
> 
> When I access http://rt.ringways.co.uk, I get the download dialog box open
> titled 'Downloading null' and asking me what to do with a file of type
> application/x-httpd-php.
> 
> Anyone got any ideas what to do with this?

Hi Gary,

look for the lines containing

AddType application/x-httpd-php

in Your httpd.conf. What do they state?

Regards,
	Harald

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



From gary.stainburn at ringways.co.uk  Wed Feb 20 05:55:14 2002
From: gary.stainburn at ringways.co.uk (Gary Stainburn)
Date: Wed, 20 Feb 2002 10:55:14 +0000
Subject: [rt-users] Hi all, installation woes
In-Reply-To: <3C737D62.EB17D1DD@hamburg.fcb.com>
References: <Pine.LNX.4.44.0202191202100.23737-100000@x22.ripe.net> <E16dSM4-0000Lo-00@stan.ringways.co.uk> <3C737D62.EB17D1DD@hamburg.fcb.com>
Message-ID: <E16dU8q-00013d-00@stan.ringways.co.uk>

On Wednesday 20 February 2002 10:41 am, Harald Wagener wrote:
[snip]
> >
> > Now I have another problem which I *think* is either a browser (Mozilla
> > 0.9.2) or Apache (1.3.20).
> >
> > When I access http://rt.ringways.co.uk, I get the download dialog box
> > open titled 'Downloading null' and asking me what to do with a file of
> > type application/x-httpd-php.
> >
> > Anyone got any ideas what to do with this?
>
> Hi Gary,
>
> look for the lines containing
>
> AddType application/x-httpd-php
>
> in Your httpd.conf. What do they state?

The only places that this is mentioned is in the sections that include the 
PHP stuff (shown below). PHP is working fine, as is other perl (not mod_perl) 
CGIs'.

I've tried removing the .htm and the .html from the end of the line, but that 
made no difference

__BEGIN__
<IfModule mod_php4.c>
  AddType application/x-httpd-php .php4 .php3 .phtml .php .htm .html
  AddType application/x-httpd-php-source .phps
</IfModule>

# The following is for PHP3:
<IfModule mod_php3.c>
  AddType application/x-httpd-php3 .php3
  AddType application/x-httpd-php3-source .phps
</IfModule>

# The following is for PHP/FI (PHP2):
<IfModule mod_php.c>
  AddType application/x-httpd-php .phtml
</IfModule>
__END__
>
> Regards,
> 	Harald

-- 
Gary Stainburn
 
This email does not contain private or confidential material as it
may be snooped on by interested government parties for unknown
and undisclosed purposes - Regulation of Investigatory Powers Act, 2000     



From hwagener at hamburg.fcb.com  Wed Feb 20 06:25:09 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Wed, 20 Feb 2002 12:25:09 +0100
Subject: [rt-users] Hi all, installation woes
References: <Pine.LNX.4.44.0202191202100.23737-100000@x22.ripe.net> <E16dSM4-0000Lo-00@stan.ringways.co.uk> <3C737D62.EB17D1DD@hamburg.fcb.com> <E16dU8q-00013d-00@stan.ringways.co.uk>
Message-ID: <3C738795.55CFFE92@hamburg.fcb.com>

Gary Stainburn wrote:
> 
> On Wednesday 20 February 2002 10:41 am, Harald Wagener wrote:
> [snip]
> > >
> > > Now I have another problem which I *think* is either a browser (Mozilla
> > > 0.9.2) or Apache (1.3.20).
> > >
> > > When I access http://rt.ringways.co.uk, I get the download dialog box
> > > open titled 'Downloading null' and asking me what to do with a file of
> > > type application/x-httpd-php.
> > >

[snip]

> 
> The only places that this is mentioned is in the sections that include the
> PHP stuff (shown below). PHP is working fine, as is other perl (not mod_perl)
> CGIs'.
> 
> I've tried removing the .htm and the .html from the end of the line, but that
> made no difference

It should, but only if You restart the httpd server. 

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



From gary.stainburn at ringways.co.uk  Wed Feb 20 07:53:24 2002
From: gary.stainburn at ringways.co.uk (Gary Stainburn)
Date: Wed, 20 Feb 2002 12:53:24 +0000
Subject: [rt-users] Hi all, installation woes
In-Reply-To: <3C738795.55CFFE92@hamburg.fcb.com>
References: <Pine.LNX.4.44.0202191202100.23737-100000@x22.ripe.net> <E16dU8q-00013d-00@stan.ringways.co.uk> <3C738795.55CFFE92@hamburg.fcb.com>
Message-ID: <E16dVzC-0001ph-00@stan.ringways.co.uk>

On Wednesday 20 February 2002 11:25 am, Harald Wagener wrote:
> Gary Stainburn wrote:
> > On Wednesday 20 February 2002 10:41 am, Harald Wagener wrote:
> > [snip]
> >
> > > > Now I have another problem which I *think* is either a browser
> > > > (Mozilla 0.9.2) or Apache (1.3.20).
> > > >
> > > > When I access http://rt.ringways.co.uk, I get the download dialog box
> > > > open titled 'Downloading null' and asking me what to do with a file
> > > > of type application/x-httpd-php.
>
> [snip]
>
> > The only places that this is mentioned is in the sections that include
> > the PHP stuff (shown below). PHP is working fine, as is other perl (not
> > mod_perl) CGIs'.
> >
> > I've tried removing the .htm and the .html from the end of the line, but
> > that made no difference
>
> It should, but only if You restart the httpd server.
>

I have restarted the server and it has not made any difference. Anyone got 
any more ideas?

> Regards,
> 	Harald

-- 
Gary Stainburn
 
This email does not contain private or confidential material as it
may be snooped on by interested government parties for unknown
and undisclosed purposes - Regulation of Investigatory Powers Act, 2000     



From darrinw at nixc.net  Wed Feb 20 08:24:34 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Wed, 20 Feb 2002 08:24:34 -0500
Subject: [rt-users] Hi all, installation woes
In-Reply-To: <E16dVzC-0001ph-00@stan.ringways.co.uk>; from gary.stainburn@ringways.co.uk on Wed, Feb 20, 2002 at 12:53:24PM +0000
References: <Pine.LNX.4.44.0202191202100.23737-100000@x22.ripe.net> <E16dU8q-00013d-00@stan.ringways.co.uk> <3C738795.55CFFE92@hamburg.fcb.com> <E16dVzC-0001ph-00@stan.ringways.co.uk>
Message-ID: <20020220082434.P56828@nixc.net>

  |+ > It should, but only if You restart the httpd server.
  |+ >
  |+ 
  |+ I have restarted the server and it has not made any difference. Anyone got 
  |+ any more ideas?

Just to clarify.  You did indeed stop the webserver, and then start it
back up?  Not just issuing either an 'httpsdctl|apachectl restart' or
kill -HUP <pid>.







From gary.stainburn at ringways.co.uk  Wed Feb 20 09:06:22 2002
From: gary.stainburn at ringways.co.uk (Gary Stainburn)
Date: Wed, 20 Feb 2002 14:06:22 +0000
Subject: [rt-users] Hi all, installation woes
In-Reply-To: <20020220082434.P56828@nixc.net>
References: <Pine.LNX.4.44.0202191202100.23737-100000@x22.ripe.net> <E16dVzC-0001ph-00@stan.ringways.co.uk> <20020220082434.P56828@nixc.net>
Message-ID: <E16dX7p-0002HM-00@stan.ringways.co.uk>

On Wednesday 20 February 2002 1:24 pm, Darrin Walton wrote:
>   |+ > It should, but only if You restart the httpd server.
>   |+ >
>   |+
>   |+ I have restarted the server and it has not made any difference. Anyone
>   | got + any more ideas?
>
> Just to clarify.  You did indeed stop the webserver, and then start it
> back up?  Not just issuing either an 'httpsdctl|apachectl restart' or
> kill -HUP <pid>.


Initially I did 'service httpd restart' which calls 'apachectl restart'

The I did 'service httpd stop', waited, and then did 'service httpd start'

I've just tried to start from scratch installing RT2 onto a new box, and I 
was going through the make testdeps and had to install HTML::Mason.

During the install, I saw the following:
__BEGIN__
Testing whether Apache can be started
Syntax error on line 37 of /root/.cpan/build/HTML-Mason-1.04/t/httpd.conf:
Cannot load /etc/httpd/modules/mod_php.so into server: 
/etc/httpd/modules/mod_php.so: cannot open shared object file: No such file 
or directory
Error loading Apache.  This probably indicates a misconfiguration in the 
/root/.cpan/build/HTML-Mason-1.04/t/httpd.conf file.  We will skip all the 
live Apache tests.skipped test on this platform
__END__

Could this have anything to do with the PHP conflict that I appear to be 
having on the first box - asuming that the same error occured there.  Further 
down, Mason is reported to be installed properly by CPAN.
-- 
Gary Stainburn
 
This email does not contain private or confidential material as it
may be snooped on by interested government parties for unknown
and undisclosed purposes - Regulation of Investigatory Powers Act, 2000     



From gary.stainburn at ringways.co.uk  Wed Feb 20 09:54:57 2002
From: gary.stainburn at ringways.co.uk (Gary Stainburn)
Date: Wed, 20 Feb 2002 14:54:57 +0000
Subject: [rt-users] Hi all, installation woes
In-Reply-To: <E16dX7p-0002HM-00@stan.ringways.co.uk>
References: <Pine.LNX.4.44.0202191202100.23737-100000@x22.ripe.net> <20020220082434.P56828@nixc.net> <E16dX7p-0002HM-00@stan.ringways.co.uk>
Message-ID: <E16dXsq-0002eU-00@stan.ringways.co.uk>

I've now completed the install on a totally seperate straight-out-of-the-box 
RH7.2 system and got the same application/x-httpd-php problem.

On Wednesday 20 February 2002 2:06 pm, Gary Stainburn wrote:
> On Wednesday 20 February 2002 1:24 pm, Darrin Walton wrote:
> >   |+ > It should, but only if You restart the httpd server.
> >   |+ >
> >   |+
> >   |+ I have restarted the server and it has not made any difference.
> >   | Anyone got + any more ideas?
> >
> > Just to clarify.  You did indeed stop the webserver, and then start it
> > back up?  Not just issuing either an 'httpsdctl|apachectl restart' or
> > kill -HUP <pid>.
>
> Initially I did 'service httpd restart' which calls 'apachectl restart'
>
> The I did 'service httpd stop', waited, and then did 'service httpd start'
>
> I've just tried to start from scratch installing RT2 onto a new box, and I
> was going through the make testdeps and had to install HTML::Mason.
>
> During the install, I saw the following:
> __BEGIN__
> Testing whether Apache can be started
> Syntax error on line 37 of /root/.cpan/build/HTML-Mason-1.04/t/httpd.conf:
> Cannot load /etc/httpd/modules/mod_php.so into server:
> /etc/httpd/modules/mod_php.so: cannot open shared object file: No such file
> or directory
> Error loading Apache.  This probably indicates a misconfiguration in the
> /root/.cpan/build/HTML-Mason-1.04/t/httpd.conf file.  We will skip all the
> live Apache tests.skipped test on this platform
> __END__
>
> Could this have anything to do with the PHP conflict that I appear to be
> having on the first box - asuming that the same error occured there. 
> Further down, Mason is reported to be installed properly by CPAN.

-- 
Gary Stainburn
 
This email does not contain private or confidential material as it
may be snooped on by interested government parties for unknown
and undisclosed purposes - Regulation of Investigatory Powers Act, 2000     



From mike at icc-cuba.com  Wed Feb 20 10:15:41 2002
From: mike at icc-cuba.com (Maykel Moya)
Date: Wed, 20 Feb 2002 10:15:41 -0500
Subject: [rt-users] Support queue and other questions
Message-ID: <06c901c1ba21$f3a9c080$1401010a@icccuba.com>

Hi people,

I'm a very newbie user of RT, I like it a lot but some doubts are still alive.

I need to enable a technical support queue this way: we have 3 or 4 members of
the tech support department. Whenever a client of us needs to solve a problem
he should send an email to support at mydomain.com, this ticket won't have owner
but a message should be sent to all members and one of them might take
ownership of the ticket, exactly after one of them take ownership another mail
is sent to them saying 'that ticket is to be solved by blah'

I't possible that exists documentation related to that specific problem, if
anyone of you know where can I find it, please let me know.

These are my scrips:
OnCreate NotifyOwner with template AdminCorrespondence
OnCreate NotifyAllWatchers with template AdminCorrespondence
OnCreate NotifyRequestorsAndCcs with template AdminCorrespondence
OnComment NotifyRequestorsAndCcsAsComment with template AdminComment
OnResolve NotifyRequestorsAndCcs with template Resolved
OnStatus NotifyRequestorsAndCcs with template StatusChange
OnCorrespond NotifyRequestorsAndCcs with template Correspondence

Every time someone creates a ticket, the owner got to mails, don't know why

Thanks in advanced
mike





From rich+rt at lafferty.ca  Wed Feb 20 10:22:41 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Wed, 20 Feb 2002 10:22:41 -0500
Subject: [rt-users] What's that Sender: header, and how do I make it go away?
In-Reply-To: <20020220053742.1CD955F9FF@hewes.dazza.org>; from darren@dazza.org on Wed, Feb 20, 2002 at 12:37:36AM -0500
References: <20020220053742.1CD955F9FF@hewes.dazza.org>
Message-ID: <20020220102240.E2081@lafferty.ca>

On Wed, Feb 20, 2002 at 12:37:36AM -0500, Darren Nickerson (darren at dazza.org) wrote:
> 
> [snip]
> Managed-BY: Request Tracker 2.0.11 (http://www.fsck.com/projects/rt/)
> Precedence: bulk
> MIME-Version: 1.0
> Content-Transfer-Encoding: binary
> To: darren at dazza.org
> Sender: Apache <apache at polaris.dazza.org>   <----------WHA???
> Date: Tue, 19 Feb 2002 21:09:35 -0800 (PST)
> [snip]

Can you show us the full headers? I can't get my postfix to insert a
Sender header.

(Of course, regarding making it "go away": It's accurate and
useful, and headers aren't cosmetic. :-)

  -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  Wed Feb 20 10:23:19 2002
From: khera at kcilink.com (Vivek Khera)
Date: Wed, 20 Feb 2002 10:23:19 -0500
Subject: [rt-users] What's that Sender: header, and how do I make it go away?
In-Reply-To: <20020220053742.1CD955F9FF@hewes.dazza.org>
References: <20020220053742.1CD955F9FF@hewes.dazza.org>
Message-ID: <15475.48999.263890.885727@onceler.kciLink.com>

>>>>> "DN" == Darren Nickerson <darren at dazza.org> writes:


DN> Definitely an annoying Sender: header creeping its way in there.


The Mail::Internet module insists on inserting this header.  Author is
not interested in changing it since others rely on it being there.
Perhaps if enough people tell him why it is bad, he'll remove it.

You can always configure your postfix to strip out any Sender: header
using the header filter feature, but that's really a big ugly hack.



From bruce_campbell at ripe.net  Wed Feb 20 10:34:42 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 20 Feb 2002 16:34:42 +0100 (CET)
Subject: [rt-users] What's that Sender: header, and how do I make it go
 away?
In-Reply-To: <15475.48999.263890.885727@onceler.kciLink.com>
Message-ID: <Pine.LNX.4.44.0202201633060.23737-100000@x22.ripe.net>

On Wed, 20 Feb 2002, Vivek Khera wrote:

> >>>>> "DN" == Darren Nickerson <darren at dazza.org> writes:
>
> DN> Definitely an annoying Sender: header creeping its way in there.
>
> The Mail::Internet module insists on inserting this header.  Author is
> not interested in changing it since others rely on it being there.
> Perhaps if enough people tell him why it is bad, he'll remove it.

Or use sendmailpipe as a delivery mechanism (see config.pm)


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




From scott at xs4all.nl  Wed Feb 20 10:52:07 2002
From: scott at xs4all.nl (Scott A. McIntyre)
Date: Wed, 20 Feb 2002 16:52:07 +0100
Subject: [rt-users] Tweaking the UI (Fast Resolve & Index)
Message-ID: <20020220155207.GA19115@xs4all.nl>

Hi,

I'm just starting to delve into tweaking RT's UI a bit -- two things
that have come up that would be handy are:  1)  A "FastResolve" that
marks a ticket as Resolved without adding any comments, basically, a
one-click option on the Ticket Summary page that would immediately flag
a message as dealt with.  At the moment everything goes through
Update.html as an Action of type Comment.  2)  When on a ticket summary,
to have a link that immediately takes you to the queue index for the
queue that ticket is in.  It seems now the only way to do this is to go
back to the start and down a level.

Anyone already done this?  In the first case it looks like the Tabs and
Update.html would need to be modified for the extra option.  As for the
second, probably something similar for the Tabs.

Sound about right?  





From gary.stainburn at ringways.co.uk  Wed Feb 20 11:07:25 2002
From: gary.stainburn at ringways.co.uk (Gary Stainburn)
Date: Wed, 20 Feb 2002 16:07:25 +0000
Subject: [rt-users] Hi all, installation woes
In-Reply-To: <E16dXsq-0002eU-00@stan.ringways.co.uk>
References: <Pine.LNX.4.44.0202191202100.23737-100000@x22.ripe.net> <E16dX7p-0002HM-00@stan.ringways.co.uk> <E16dXsq-0002eU-00@stan.ringways.co.uk>
Message-ID: <E16dZ0y-00039Y-00@stan.ringways.co.uk>

The latest in the saga, is that if I access this new box using 
http://rt.ringways.co.uk I get the problem described below, but if I use the 
host's real name http://gary.ringways.co.uk, RT starts working and I can use 
it.

I've included the whole of the vhost entry in case anyone can see the problem.

 NameVirtualHost 10.1.1.2

#
# VirtualHost example:
# Almost any Apache directive may go into a VirtualHost container.
# The first VirtualHost section is used for requests without a known
# server name.
#
 <VirtualHost 10.1.1.2>
#    User rtowner
#    Group rt
     Options ExecCgi
     ServerAdmin webmaster at ringways.co.uk
     DocumentRoot /opt/rt2/WebRt/html
     ServerName rt.ringways.co.uk
     CustomLog logs/rt2/access_log common
     ErrorLog logs/rt2/error_log
     AgentLog logs/rt2/agent_log
     RefererLog logs/rt2/referer_log
     PerlModule Apache::DBI
     PerlFreshRestart On
     PerlRequire /opt/rt2/bin/webmux.pl
     <Location />
       SetHandler perl-script
       PerlHandler RT::Mason
     </Location>
 </VirtualHost>
On Wednesday 20 February 2002 2:54 pm, Gary Stainburn wrote:
> I've now completed the install on a totally seperate
> straight-out-of-the-box RH7.2 system and got the same
> application/x-httpd-php problem.
>
> On Wednesday 20 February 2002 2:06 pm, Gary Stainburn wrote:
> > On Wednesday 20 February 2002 1:24 pm, Darrin Walton wrote:
> > >   |+ > It should, but only if You restart the httpd server.
> > >   |+ >
> > >   |+
> > >   |+ I have restarted the server and it has not made any difference.
> > >   | Anyone got + any more ideas?
> > >
> > > Just to clarify.  You did indeed stop the webserver, and then start it
> > > back up?  Not just issuing either an 'httpsdctl|apachectl restart' or
> > > kill -HUP <pid>.
> >
> > Initially I did 'service httpd restart' which calls 'apachectl restart'
> >
> > The I did 'service httpd stop', waited, and then did 'service httpd
> > start'
> >
> > I've just tried to start from scratch installing RT2 onto a new box, and
> > I was going through the make testdeps and had to install HTML::Mason.
> >
> > During the install, I saw the following:
> > __BEGIN__
> > Testing whether Apache can be started
> > Syntax error on line 37 of
> > /root/.cpan/build/HTML-Mason-1.04/t/httpd.conf: Cannot load
> > /etc/httpd/modules/mod_php.so into server:
> > /etc/httpd/modules/mod_php.so: cannot open shared object file: No such
> > file or directory
> > Error loading Apache.  This probably indicates a misconfiguration in the
> > /root/.cpan/build/HTML-Mason-1.04/t/httpd.conf file.  We will skip all
> > the live Apache tests.skipped test on this platform
> > __END__
> >
> > Could this have anything to do with the PHP conflict that I appear to be
> > having on the first box - asuming that the same error occured there.
> > Further down, Mason is reported to be installed properly by CPAN.

-- 
Gary Stainburn
 
This email does not contain private or confidential material as it
may be snooped on by interested government parties for unknown
and undisclosed purposes - Regulation of Investigatory Powers Act, 2000     



From jdeberry at townnews.com  Wed Feb 20 11:22:11 2002
From: jdeberry at townnews.com (John DeBerry)
Date: Wed, 20 Feb 2002 10:22:11 -0600
Subject: [rt-users] Tiny fonts in History
In-Reply-To: <126413@blitz1.dartware.com>
Message-ID: <JDEMKKMKMAAPCNHIBFLGGEHADCAA.jdeberry@townnews.com>

Rich,

We changed the stylesheet (WebRT/html/NoAuth/webrt.css) to make the font
size more explicit (e.g., 10 pt).

John DeBerry

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Richard E. Brown
> Sent: Tuesday, February 19, 2002 10:14 AM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Tiny fonts in History
>
>
> Folks:
>
> I'm viewing RT 2.0.9 pages with Internet Explorer 5.0 on the Mac,
> and having a hard time with the font sizes.
>
> If I zoom the text smaller, it's possible/easy to read the (wide)
> main search page. But when I go to the history page of a
> particular ticket, the history text diminished into illegibility.
>
> Can anyone suggest a workaround for this? Thanks!
>
> Rich Brown                    richard.e.brown at dartware.com
> Dartware, LLC                 http://www.dartware.com
> 25 S. Main St, PO Box 130     Telephone: 603-643-2268
> Hanover, NH 03755-0130 USA    Fax: 603-643-2289
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From gary.stainburn at ringways.co.uk  Wed Feb 20 11:57:05 2002
From: gary.stainburn at ringways.co.uk (Gary Stainburn)
Date: Wed, 20 Feb 2002 16:57:05 +0000
Subject: [rt-users] Hi all, installation woes
In-Reply-To: <5D8D9455134FD211AE4900A0C9DED11E05EAD0BE@indy1ntm.herff-jones.com>
References: <5D8D9455134FD211AE4900A0C9DED11E05EAD0BE@indy1ntm.herff-jones.com>
Message-ID: <E16dZn1-0003XA-00@stan.ringways.co.uk>

(Hangs head in shame)

I've cleared out my Mozilla cache and now http://rt.ringways.co.uk works fine 
on the new box - still doesn't work on the 1st one tho but it doesn't matter 
now.

The fact that I'd closed down Apache and still got the x-httpd-php error told 
me that I was looking on the wrong place.

On Wednesday 20 February 2002 4:29 pm, you wrote:
> Ok, so then your named vhost is missing something that your default isn't
> and you need to be looking not so much at what *is* in the vhost config
> snippet you sent below, but rather what is *NOT* in that section but is
> outside that section and applicable to the default.  Ie what's in the
> default but not in the named vhost?
>
> Not that I have a suggestion for what that may be. :-)
>
> HTH,
> Trever
>
>
> -----Original Message-----
> From: Gary Stainburn [mailto:gary.stainburn at ringways.co.uk]
> Sent: Wednesday, February 20, 2002 11:07 AM
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Hi all, installation woes
>
>
> The latest in the saga, is that if I access this new box using
> http://rt.ringways.co.uk I get the problem described below, but if I use
> the
>
> host's real name http://gary.ringways.co.uk, RT starts working and I can
> use
>
> it.
>
> I've included the whole of the vhost entry in case anyone can see the
> problem.
>
>  NameVirtualHost 10.1.1.2
>
> #
> # VirtualHost example:
> # Almost any Apache directive may go into a VirtualHost container.
> # The first VirtualHost section is used for requests without a known
> # server name.
> #
>  <VirtualHost 10.1.1.2>
> #    User rtowner
> #    Group rt
>      Options ExecCgi
>      ServerAdmin webmaster at ringways.co.uk
>      DocumentRoot /opt/rt2/WebRt/html
>      ServerName rt.ringways.co.uk
>      CustomLog logs/rt2/access_log common
>      ErrorLog logs/rt2/error_log
>      AgentLog logs/rt2/agent_log
>      RefererLog logs/rt2/referer_log
>      PerlModule Apache::DBI
>      PerlFreshRestart On
>      PerlRequire /opt/rt2/bin/webmux.pl
>      <Location />
>        SetHandler perl-script
>        PerlHandler RT::Mason
>      </Location>
>  </VirtualHost>
>
> On Wednesday 20 February 2002 2:54 pm, Gary Stainburn wrote:
> > I've now completed the install on a totally seperate
> > straight-out-of-the-box RH7.2 system and got the same
> > application/x-httpd-php problem.
> >
> > On Wednesday 20 February 2002 2:06 pm, Gary Stainburn wrote:
> > > On Wednesday 20 February 2002 1:24 pm, Darrin Walton wrote:
> > > >   |+ > It should, but only if You restart the httpd server.
> > > >   |+ >
> > > >   |+
> > > >   |+ I have restarted the server and it has not made any difference.
> > > >   | Anyone got + any more ideas?
> > > >
> > > > Just to clarify.  You did indeed stop the webserver, and then start
> > > > it back up?  Not just issuing either an 'httpsdctl|apachectl restart'
> > > > or kill -HUP <pid>.
> > >
> > > Initially I did 'service httpd restart' which calls 'apachectl restart'
> > >
> > > The I did 'service httpd stop', waited, and then did 'service httpd
> > > start'
> > >
> > > I've just tried to start from scratch installing RT2 onto a new box,
> > > and I was going through the make testdeps and had to install
> > > HTML::Mason.
> > >
> > > During the install, I saw the following:
> > > __BEGIN__
> > > Testing whether Apache can be started
> > > Syntax error on line 37 of
> > > /root/.cpan/build/HTML-Mason-1.04/t/httpd.conf: Cannot load
> > > /etc/httpd/modules/mod_php.so into server:
> > > /etc/httpd/modules/mod_php.so: cannot open shared object file: No such
> > > file or directory
> > > Error loading Apache.  This probably indicates a misconfiguration in
> > > the /root/.cpan/build/HTML-Mason-1.04/t/httpd.conf file.  We will skip
> > > all the live Apache tests.skipped test on this platform
> > > __END__
> > >
> > > Could this have anything to do with the PHP conflict that I appear to
> > > be having on the first box - asuming that the same error occured there.
> > > Further down, Mason is reported to be installed properly by CPAN.

-- 
Gary Stainburn
 
This email does not contain private or confidential material as it
may be snooped on by interested government parties for unknown
and undisclosed purposes - Regulation of Investigatory Powers Act, 2000     



From darren at dazza.org  Wed Feb 20 13:32:00 2002
From: darren at dazza.org (Darren Nickerson)
Date: Wed, 20 Feb 2002 13:32:00 -0500
Subject: [rt-users] What's that Sender: header, and how do I make it go 
 away?
In-Reply-To: Message from Bruce Campbell <bruce_campbell@ripe.net> 
   of "Wed, 20 Feb 2002 16:34:42 +0100." <Pine.LNX.4.44.0202201633060.23737-100000@x22.ripe.net> 
Message-ID: <20020220183205.6334B5F9FF@hewes.dazza.org>

>>>>> On Wed, 20 Feb 2002,"Bruce" == Bruce Campbell wrote:

  Bruce> On Wed, 20 Feb 2002, Vivek Khera wrote:

  +> > >>>> "DN" == Darren Nickerson <darren at dazza.org> writes:

  DN> Definitely an annoying Sender: header creeping its way in there.

  +> The Mail::Internet module insists on inserting this header.  Author is
  +> not interested in changing it since others rely on it being there.
  +> Perhaps if enough people tell him why it is bad, he'll remove it.

  Bruce> Or use sendmailpipe as a delivery mechanism (see config.pm)

Thanks for the feedback everyone. I needed to dig into this a bit deeper to
determine what was going on, as it turned out. To make a long story short, my
testbed was tainted by fetchmail, which was messing with headers. In the end,
using 'sendmailpipe' and Bruce suggested did the trick.


So the FAQ:

http://fsck.com/rtfm/article.html?id=5#109

Should probably be revised to:

------------------cut here------------
postfix and sender

As long as you've set the following in config.pm:

	$MailCommand = 'sendmailpipe';
	$SendmailArguments="-oi -t";

Postfix shouldn't have this problem, as it adds a UID to the Received header instead of setting Sender. For example:

Received: by some.company.com (Postfix, from userid 99)

------------------cut here------------


In case anyone's interested in the gory details, read below. Otherwise, we're
finished here ;-)

-Darren


================ < GORY DETAILS > ====================

The first problem is that my testbed was tainted. Either fetchmail or my local
(older) copy of Postfix was eating the headers, and messing with the Sender:
line. Here's how the messages looked in their pure form, on the imap spool:

 =================================
| With:
| 
| $MailCommand = 'sendmail';
| $SendmailArguments="-oi";
 =================================

autoreply

Return-Path: <nobody at polaris.dazza.org>
X-Sieve: cmu-sieve 2.0
Received: from polaris.dazza.org (polaris.dazza.org [216.152.199.7])
        by mail.company.com (Postfix) with ESMTP id 1708CB452A
        for <someone at company.com>; Wed, 20 Feb 2002 12:46:49 -0500 (EST)
Received: by polaris.dazza.org (Postfix, from userid 99)
        id 1C9EC254118; Wed, 20 Feb 2002 09:46:43 -0800 (PST)
Message-Id: <rt-10322-16743.13.9956445151888 at TPC.INT Support>
From: TPC.INT Support <support at info.tpc.int>
RT-Ticket: TPC.INT Support #10322
X-Mailer: Perl5 Mail::Internet v1.43
Reply-To: support at info.tpc.int
RT-Originator: someone at company.com
X-RT-Loop-Prevention: TPC.INT Support
Content-Disposition: inline
Content-Type: text/plain
Subject: [TPC.INT Support #10322] AutoReply: [no subject]
In-Reply-To: <rt-10322 at TPC.INT Support>
Managed-BY: Request Tracker 2.0.11 (http://www.fsck.com/projects/rt/)
Precedence: bulk
MIME-Version: 1.0
Content-Transfer-Encoding: binary
To: someone at company.com
Sender: Nobody <support_tpc at polaris.dazza.org>
Date: Wed, 20 Feb 2002 09:46:43 -0800 (PST)


web transaction


Return-Path: <apache at polaris.dazza.org>
X-Sieve: cmu-sieve 2.0
Received: from polaris.dazza.org (polaris.dazza.org [216.152.199.7])
        by mail.company.com (Postfix) with ESMTP id A9BA0B452A
        for <someone at company.com>; Wed, 20 Feb 2002 12:53:37 -0500 (EST)
Received: by polaris.dazza.org (Postfix, from userid 48)
        id B5A8B25411A; Wed, 20 Feb 2002 09:53:36 -0800 (PST)
Message-Id: <rt-10322-16745.2.86847596503279 at TPC.INT Support>
From: Darren Nickerson via RT <support at info.tpc.int>
RT-Ticket: TPC.INT Support #10322
X-Mailer: Perl5 Mail::Internet v1.43
Reply-To: support at info.tpc.int
RT-Originator: tpcadmin at info.tpc.int
X-RT-Loop-Prevention: TPC.INT Support
Content-Disposition: inline
Content-Type: text/plain
Subject: [TPC.INT Support #10322] [no subject]
In-Reply-To: <rt-10322 at TPC.INT Support>
Managed-BY: Request Tracker 2.0.11 (http://www.fsck.com/projects/rt/)
Precedence: bulk
MIME-Version: 1.0
Content-Transfer-Encoding: binary
To: someone at company.com
Sender: Apache <apache at polaris.dazza.org>
Date: Wed, 20 Feb 2002 09:53:36 -0800 (PST)


 ================================
| With:
| 
| $MailCommand = 'sendmailpipe';
| $SendmailArguments="-oi -t";
 =================================


autoreply


Return-Path: <nobody at polaris.dazza.org>
X-Sieve: cmu-sieve 2.0
Received: from polaris.dazza.org (polaris.dazza.org [216.152.199.7])
        by mail.company.com (Postfix) with ESMTP id C3E60B452A
        for <someone at company.com>; Wed, 20 Feb 2002 12:55:56 -0500 (EST)
Received: by polaris.dazza.org (Postfix, from userid 99)
        id 0AED4254120; Wed, 20 Feb 2002 09:55:55 -0800 (PST)
MIME-Version: 1.0
X-Mailer: MIME-tools 5.411 (Entity 5.404)
Subject: [TPC.INT Support #10324] AutoReply: test
From: TPC.INT Support <support at info.tpc.int>
Reply-To: support at info.tpc.int
In-Reply-To: <rt-10324 at TPC.INT Support>
Message-Id: <rt-10324-16748.10.2722692953371 at TPC.INT Support>
Precedence: bulk
X-RT-Loop-Prevention: TPC.INT Support
RT-Ticket: TPC.INT Support #10324
Managed-BY: Request Tracker 2.0.11 (http://www.fsck.com/projects/rt/)
RT-Originator: someone at company.com
To: someone at company.com
Content-Disposition: inline
Content-Type: text/plain
Content-Transfer-Encoding: binary
Date: Wed, 20 Feb 2002 09:55:55 -0800 (PST)


web transaction


Return-Path: <apache at polaris.dazza.org>
X-Sieve: cmu-sieve 2.0
Received: from polaris.dazza.org (polaris.dazza.org [216.152.199.7])
        by mail.company.com (Postfix) with ESMTP id 561EFB452A
        for <someone at company.com>; Wed, 20 Feb 2002 12:56:56 -0500 (EST)
Received: by polaris.dazza.org (Postfix, from userid 48)
        id 4498A25411A; Wed, 20 Feb 2002 09:56:55 -0800 (PST)
MIME-Version: 1.0
X-Mailer: MIME-tools 5.411 (Entity 5.404)
Subject: [TPC.INT Support #10324] test
From: Darren Nickerson via RT <support at info.tpc.int>
Reply-To: support at info.tpc.int
In-Reply-To: <rt-10324 at TPC.INT Support>
Message-Id: <rt-10324-16749.9.70088563374659 at TPC.INT Support>
Precedence: bulk
X-RT-Loop-Prevention: TPC.INT Support
RT-Ticket: TPC.INT Support #10324
Managed-BY: Request Tracker 2.0.11 (http://www.fsck.com/projects/rt/)
RT-Originator: tpcadmin at info.tpc.int
To: someone at company.com
Content-Disposition: inline
Content-Type: text/plain
Content-Transfer-Encoding: binary
Date: Wed, 20 Feb 2002 09:56:55 -0800 (PST)


However, when they were fetched with fetchmail (delivering locally to an older
version of postfix), the Sender: headers became, for the 4 messages listed
above:

Sender: Nobody <support_tpc at polaris.dazza.org>
Sender: Apache <apache at polaris.dazza.org>
Sender: nobody at polaris.dazza.org
Sender: apache at polaris.dazza.org

You can see, that in the case of the 'sendmailpipe' tests (the last two), my
local mail fetching setup was adding a Sender:.

*yeesh*




From bgeraldo at sockeye.com  Wed Feb 20 13:38:53 2002
From: bgeraldo at sockeye.com (Bolivar Geraldo)
Date: Wed, 20 Feb 2002 13:38:53 -0500 (EST)
Subject: [rt-users] Requestor RT error.
Message-ID: <200202201838.g1KIcoKI015659@fishy.sockeye.com>

Hello all,

I'm running RT 2.0.11.

I'm having a problem where Requestors in the RT system can create new
tickets into a certain queue, however always get the following error:

"RT error: No permission to display ticket"

When the requestor then proceeds to look at open tickets his/her open 
tickets, they can see the ticket that was just created and gave the
error above.  Everything else seems to work fine.  Am I missing a
permission somewhere?

Requestors have to following permissions to the queue in question (the
only queue that requestors can currently see):

CreateTicket
OwnTicket
ReplyToTicket
SeeQueue
ShowTicket
ShowTicketComments

What am I doing wrong?

Thanks,

Bolivar


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

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From justincl at u.washington.edu  Wed Feb 20 14:06:51 2002
From: justincl at u.washington.edu (justin m. clayton)
Date: Wed, 20 Feb 2002 11:06:51 -0800 (PST)
Subject: [rt-users] rtname ticket tags
In-Reply-To: <Pine.LNX.4.44.0202201127260.23737-100000@x22.ripe.net>
Message-ID: <Pine.A41.4.44.0202201104510.15524-100000@homer10.u.washington.edu>

On Wed, 20 Feb 2002, Bruce Campbell wrote:

> Date: Wed, 20 Feb 2002 11:30:58 +0100 (CET)
> From: Bruce Campbell <bruce_campbell at ripe.net>
> To: justin m. clayton <justincl at u.washington.edu>
> Cc: RT Users Mailing List <rt-users at lists.fsck.com>
> Subject: Re: [rt-users] rtname ticket tags
>
> On Tue, 19 Feb 2002, justin m. clayton wrote:
>
> > As I said previously, this is not, in fact, the case.
> >
> > New ticket comes in from user via email. Autoreply uses new tag, and tells
> > user to use new tag. correspondence from user via email to rt using new
> > tag is correctly parsed into ticket. further correspondence from rt to
> > user uses *OLD* tag. email sent through OnResolve scrip uses *OLD* tag.
>
> Check the template that the OnResolve scrip (I suspect its an
> OnCorrespond) is using.  From the sounds of it, you have the actual text
> of the old $rtname typed into the template.

No. Email from RT to a user is attaching the old tag to the subject
lines of the emails it sends out. All templates are correct, I assume
because $rtname is yanked out of config.pm on the fly. What I believe
has happened is that $rtname gets stored somewhere in the db and then
the email subject line actually references the db entry rather than
config.pm.

-- 
Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl at u.washington.edu
206/543.2523  EE/CSE 307F




From mark.a.swayne at xo.com  Wed Feb 20 15:06:15 2002
From: mark.a.swayne at xo.com (Swayne, Mark A)
Date: Wed, 20 Feb 2002 14:06:15 -0600
Subject: [rt-users] Changing the database backend
Message-ID: <45EDA71CFF25D411A2E400508B6FC52A05E661CC@orportexch1.internal.nextlink.net>

I'm running into a problem getting buyin from my employer on RT due to the
choice of Database backend.  So I am trying to get an idea of what will be
required to use Sybase with RT.

As far as I can tell, it looks like I need to have DBD::Sybase installed,
and I need to subclass DBIx::Datasource::Driver, to create a Sybase driver.

Is there anything else I am missing?  Is this stupid to even consider?

TIA,

--Mark 



From justincl at u.washington.edu  Wed Feb 20 14:59:07 2002
From: justincl at u.washington.edu (Justin Clayton)
Date: 20 Feb 2002 11:59:07 -0800
Subject: [rt-users] rtname ticket tags
In-Reply-To: 	<Pine.A41.4.44.0202201104510.15524-100000@homer10.u.washington.edu>
References: 	<Pine.A41.4.44.0202201104510.15524-100000@homer10.u.washington.edu>
Message-ID: <1014235148.18246.55.camel@prefect>

On Wed, 2002-02-20 at 11:06, justin m. clayton wrote:
> On Wed, 20 Feb 2002, Bruce Campbell wrote:
> 
> > Date: Wed, 20 Feb 2002 11:30:58 +0100 (CET)
> > From: Bruce Campbell <bruce_campbell at ripe.net>
> > To: justin m. clayton <justincl at u.washington.edu>
> > Cc: RT Users Mailing List <rt-users at lists.fsck.com>
> > Subject: Re: [rt-users] rtname ticket tags
> >
> > On Tue, 19 Feb 2002, justin m. clayton wrote:
> >
> > > As I said previously, this is not, in fact, the case.
> > >
> > > New ticket comes in from user via email. Autoreply uses new tag, and tells
> > > user to use new tag. correspondence from user via email to rt using new
> > > tag is correctly parsed into ticket. further correspondence from rt to
> > > user uses *OLD* tag. email sent through OnResolve scrip uses *OLD* tag.
> >
> > Check the template that the OnResolve scrip (I suspect its an
> > OnCorrespond) is using.  From the sounds of it, you have the actual text
> > of the old $rtname typed into the template.
> 
> No. Email from RT to a user is attaching the old tag to the subject
> lines of the emails it sends out. All templates are correct, I assume
> because $rtname is yanked out of config.pm on the fly. What I believe
> has happened is that $rtname gets stored somewhere in the db and then
> the email subject line actually references the db entry rather than
> config.pm.
> 

Another piece of the puzzle:

Also using the old rtname is the <title> of each page ($Title in
WebRT/html/Elements/Header). It appears that on line 57, $Title is
assigned a value that uses $RT::rtname. Is this different from $rtname
in config.pm? It appears that it is, since it's reporting a different
value than what actually appears in config.pm...

Thanks for everyone's continued help. I love this system!

> -- 
> Justin Clayton
> VLSI Research System Administrator
> University of Washington
> Electrical Engineering Dept
> justincl at u.washington.edu
> 206/543.2523  EE/CSE 307F
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
-- 
Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl at u.washington.edu
206/543.2523  EE/CSE 307F




From alexandj at fortrex.com  Wed Feb 20 15:38:51 2002
From: alexandj at fortrex.com (Alexander, John)
Date: Wed, 20 Feb 2002 15:38:51 -0500
Subject: [rt-users] Changing search information display
Message-ID: <31AF5A186939D4119C6100104B23BF8523E248@tiger.fortrex.com>

I'd like to change the search information presented to display the Time
worked on a ticket instead of "Told".  What is the object to access this
information?  I know it's configured in config.pm

Thanks much

--------------------------------------------------------------------------
John Alexander
alexandj at fortrex.com
Network Security Operations Manager    phone: 301-977-6966
Fortrex Technologies, Inc                       fax:     301-947-3539
Gaithersburg, MD
http://www.fortrex.com

Because Your Information is Your Business




From bruce_campbell at ripe.net  Wed Feb 20 16:05:34 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 20 Feb 2002 22:05:34 +0100 (CET)
Subject: [rt-users] rtname ticket tags
In-Reply-To: <1014235148.18246.55.camel@prefect>
Message-ID: <Pine.LNX.4.44.0202202138260.23737-100000@x22.ripe.net>

On 20 Feb 2002, Justin Clayton wrote:

> Another piece of the puzzle:
>
> Also using the old rtname is the <title> of each page ($Title in
> WebRT/html/Elements/Header). It appears that on line 57, $Title is
> assigned a value that uses $RT::rtname. Is this different from $rtname
> in config.pm? It appears that it is, since it's reporting a different
> value than what actually appears in config.pm...

The variables in config.pm get imported into $RT:: space, so $rtname in
config.pm == $RT::rtname.  (repeat for the incorrectly spelt $Organization
;) )

Looking through the code, the subject tags are always generated from
$RT::rtname, hence a change to config.pm and a restart of apache cannot
produce the behaviour you are describing.  (rtname isn't read from the
database)

Now, mod_perl caches an astounding amount of data, so when someone says
'restart apache', whats actually meant is 'stop apache completely, make
sure no httpd processes are running, have a cup of coffee, start apache'.
The behaviour that you are describing (assuming that all of your updates
which use the incorrect $rtname have been via the web interface) *could*
be occuring through mod_perl caching, which is not cleared out by a simple
'apachectl restart'.

If that doesn't fix it (and apologies for having to repeat the bleeding
obvious), blow away the files in the WebRT/data and WebRT/html
directories, completely restart apache again and see how that goes.

Failing *that*, can't help you; you have a really bizarre problem.  See
Jesse for consulting rates, or reinstall.

> 206/543.2523  EE/CSE 307F

According to that format, my phone number is 205/354.444, which looks even
more like a broken CIDR expression.

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





From bruce_campbell at ripe.net  Wed Feb 20 16:07:05 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 20 Feb 2002 22:07:05 +0100 (CET)
Subject: [rt-users] rtname ticket tags
In-Reply-To: <Pine.LNX.4.44.0202202138260.23737-100000@x22.ripe.net>
Message-ID: <Pine.LNX.4.44.0202202206090.23737-100000@x22.ripe.net>

On Wed, 20 Feb 2002, Bruce Campbell wrote:

> If that doesn't fix it (and apologies for having to repeat the bleeding
> obvious), blow away the files in the WebRT/data and WebRT/html
> directories, completely restart apache again and see how that goes.

Ack!

WebRT/data and WebRT/sessiondata .  Do NOT blow away WebRT/html.

Very definitely my bad there.


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




From bruce_campbell at ripe.net  Wed Feb 20 16:12:07 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 20 Feb 2002 22:12:07 +0100 (CET)
Subject: [rt-users] Changing search information display
In-Reply-To: <31AF5A186939D4119C6100104B23BF8523E248@tiger.fortrex.com>
Message-ID: <Pine.LNX.4.44.0202202208120.23737-100000@x22.ripe.net>

On Wed, 20 Feb 2002, Alexander, John wrote:

> I'd like to change the search information presented to display the Time
> worked on a ticket instead of "Told".  What is the object to access this
> information?  I know it's configured in config.pm

%WebOptions in config.pm, replace 'ToldObj->AgeAsString' with
'TimeWorkedAsString' in the TicketAttribute.  And of course replace 'Told'
with something appropriate in the Header.

You will need to restart (stop,start) apache for this to take effect.

Regards,

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




From justincl at u.washington.edu  Wed Feb 20 16:12:54 2002
From: justincl at u.washington.edu (justin m. clayton)
Date: Wed, 20 Feb 2002 13:12:54 -0800 (PST)
Subject: [rt-users] rtname ticket tags
In-Reply-To: <Pine.LNX.4.44.0202202206090.23737-100000@x22.ripe.net>
Message-ID: <Pine.A41.4.44.0202201312160.142230-100000@homer10.u.washington.edu>

I thought that sounded fishy. Good thing I'm slow.

-- 
Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl at u.washington.edu
206/543.2523  EE/CSE 307F

On Wed, 20 Feb 2002, Bruce Campbell wrote:

> Date: Wed, 20 Feb 2002 22:07:05 +0100 (CET)
> From: Bruce Campbell <bruce_campbell at ripe.net>
> To: Justin Clayton <justincl at u.washington.edu>
> Cc: RT Users Mailing List <rt-users at lists.fsck.com>
> Subject: Re: [rt-users] rtname ticket tags
>
> On Wed, 20 Feb 2002, Bruce Campbell wrote:
>
> > If that doesn't fix it (and apologies for having to repeat the bleeding
> > obvious), blow away the files in the WebRT/data and WebRT/html
> > directories, completely restart apache again and see how that goes.
>
> Ack!
>
> WebRT/data and WebRT/sessiondata .  Do NOT blow away WebRT/html.
>
> Very definitely my bad there.
>
>
>




From justincl at u.washington.edu  Wed Feb 20 16:24:42 2002
From: justincl at u.washington.edu (justin m. clayton)
Date: Wed, 20 Feb 2002 13:24:42 -0800 (PST)
Subject: [rt-users] rtname ticket tags
In-Reply-To: <Pine.LNX.4.44.0202202206090.23737-100000@x22.ripe.net>
Message-ID: <Pine.A41.4.44.0202201324190.142230-100000@homer10.u.washington.edu>

The long restart of apache fixed it. Thank you, Bruce.

-- 
Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl at u.washington.edu
206/543.2523  EE/CSE 307F

On Wed, 20 Feb 2002, Bruce Campbell wrote:

> Date: Wed, 20 Feb 2002 22:07:05 +0100 (CET)
> From: Bruce Campbell <bruce_campbell at ripe.net>
> To: Justin Clayton <justincl at u.washington.edu>
> Cc: RT Users Mailing List <rt-users at lists.fsck.com>
> Subject: Re: [rt-users] rtname ticket tags
>
> On Wed, 20 Feb 2002, Bruce Campbell wrote:
>
> > If that doesn't fix it (and apologies for having to repeat the bleeding
> > obvious), blow away the files in the WebRT/data and WebRT/html
> > directories, completely restart apache again and see how that goes.
>
> Ack!
>
> WebRT/data and WebRT/sessiondata .  Do NOT blow away WebRT/html.
>
> Very definitely my bad there.
>
>
>




From pburkett at callatg.com  Wed Feb 20 19:27:24 2002
From: pburkett at callatg.com (Paul Burkett)
Date: Wed, 20 Feb 2002 16:27:24 -0800
Subject: [rt-users] make upgrade error
In-Reply-To: <20020220020138.GA30816@moreton.com.au>
References: <20020219172410.1f330222.pburkett@callatg.com>
	<20020220020138.GA30816@moreton.com.au>
Message-ID: <20020220162724.3933407e.pburkett@callatg.com>

Well I'll be damned, it was a stupid space in front of the password in the Makefile. Such an odd error message, it seems unrelated to the error message (well I'm no C hacker.) Well it works now, thanks for the help!

On Wed, 20 Feb 2002 12:01:38 +1000
Phil Homewood <pdh at snapgear.com> wrote:

> Paul Burkett wrote:
> > Anybody know why I get the following error?
> 
> Yep.
> 
> > s'!!DB_RT_PASS!!'"******       "'g;\
> 
> > Substitution replacement not terminated at -e line 1.
> > make: *** [config-replace] Error 255
> 
> Spaces or a tab after your password in config.pm or the Makefile
> (I forget which.)
> 
> I've been meaning to fix this and send a patch for months.
> 
> 


-- 
Paul Burkett
ATG Intern
http://www.red-fusion.org/



From peter.bonifacio at logicaltech.com.au  Wed Feb 20 21:06:17 2002
From: peter.bonifacio at logicaltech.com.au (Peter Bonifacio)
Date: Thu, 21 Feb 2002 13:06:17 +1100
Subject: [rt-users] No RT user found.
Message-ID: <DF8B97F54EC0D411879900A0CC3ED9609848BE@JANUS.lt.com.au>

Jeff,
I did add the rt_user - I can access mysql and check tables etc. I cant
access RT either via the Web UI or the Command line.
Both these result in the "No RT user found. Please consult your RT
administrator." message.
Any further ideas?
Peter

-----Original Message-----
From: Jeff Jones [mailto:jeferee at hotmail.com]
Sent: Wednesday, 20 February 2002 18:10 PM
To: Peter Bonifacio; rt-users at lists.fsck.com
Subject: Re: [rt-users] No RT user found.


Did you add the rt_user to the rt2 database (eg, with mysql_setpermissions
(in the mysql RPM - I used 3.23.41-1))?
I couldn't get through the RT2 install without adding the RT user halfway
through, because install tries to connect as rt_user after creating the DB.
 
Jeff
 

----- Original Message ----- 
From: Peter Bonifacio <mailto:peter.bonifacio at logicaltech.com.au>  
To: rt-users at lists.fsck.com <mailto:rt-users at lists.fsck.com>  
Sent: Tuesday, February 19, 2002 7:29 PM
Subject: [rt-users] No RT user found.

G'Day
I have installed RT 2.0.11 on a Red Hat 7.2 box.
I have setup variables for MySql for user=rt_user and password=rt_pass.
However when I try to add users to the RT system either with:
./rtadmin --user=rt_user --password='rt_pass'
or 
./rtadmin --user=root --password=xyz
I get the following error:

No RT user found. Please consult your RT administrator.
 
So how do I add a user? Or what have I messed up?
I've looked at the lists, faq and docos and cant find  anything to help
Regards
Peter Bonifacio
 
<https://intranet.logicaltech.com.au/Livelink/livelink.exe?func=ll&objId=450
521&objAction=view> 
 

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From peter.bonifacio at logicaltech.com.au  Wed Feb 20 21:07:59 2002
From: peter.bonifacio at logicaltech.com.au (Peter Bonifacio)
Date: Thu, 21 Feb 2002 13:07:59 +1100
Subject: [rt-users] No RT user found.
Message-ID: <DF8B97F54EC0D411879900A0CC3ED9609848BF@JANUS.lt.com.au>

Bruce
RE
>You have not defined a Unix login for the root user.  Log in as root via
>the WebUI, Configuration, Users, Root, and add 'root' to 'Unix login'.
> From then on, you'll be able to use the rtadmin cli with the RT 'root'
> privileges as the Unix 'root' user.

Problem is I cant find a valid user/password combination that is valid to
login to whe WebUI with.
A bit of a catch 22 problem.
Thanks
Peter


-----Original Message-----
From: Bruce Campbell [mailto:bruce_campbell at ripe.net]
Sent: Wednesday, 20 February 2002 21:20 PM
To: Peter Bonifacio
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] No RT user found.


On Wed, 20 Feb 2002, Peter Bonifacio wrote:

> I have installed RT 2.0.11 on a Red Hat 7.2 box.
> I have setup variables for MySql for user=rt_user and password=rt_pass.
> However when I try to add users to the RT system either with:
> ./rtadmin --user=rt_user --password='rt_pass'
> or
> ./rtadmin --user=root --password=xyz
> I get the following error:
>
> No RT user found. Please consult your RT administrator.

You have not defined a Unix login for the root user.  Log in as root via
the WebUI, Configuration, Users, Root, and add 'root' to 'Unix login'.
 From then on, you'll be able to use the rtadmin cli with the RT 'root'
privileges as the Unix 'root' user.

> So how do I add a user? Or what have I messed up?

You have read http://www.fsck.com/rtfm/factoid.html?id=79 ?

Regards,

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B                      Operations
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From peter.bonifacio at logicaltech.com.au  Wed Feb 20 21:08:54 2002
From: peter.bonifacio at logicaltech.com.au (Peter Bonifacio)
Date: Thu, 21 Feb 2002 13:08:54 +1100
Subject: [rt-users] No RT user found.
Message-ID: <DF8B97F54EC0D411879900A0CC3ED9609848C0@JANUS.lt.com.au>


Kurt 
Thanks - had already tried that - no joy!
Any other ideas?
Peter
-----Original Message-----
From: Kurt Andersen [mailto:kurta at spk.agilent.com]
Sent: Thursday, 21 February 2002 1:04 AM
To: peter.bonifacio at logicaltech.com.au
Subject: Re: [rt-users] No RT user found.


Peter Bonifacio <peter.bonifacio at logicaltech.com.au> wrote:
> G'Day
> I have installed RT 2.0.11 on a Red Hat 7.2 box.
> I have setup variables for MySql for user=rt_user and password=rt_pass.
> However when I try to add users to the RT system either with:
> ./rtadmin --user=rt_user --password='rt_pass'
> or 
> ./rtadmin --user=root --password=xyz
> I get the following error:
> 
> No RT user found. Please consult your RT administrator.
>  
> So how do I add a user? Or what have I messed up?
> I've looked at the lists, faq and docos and cant find  anything to help
> Regards
> Peter Bonifacio

User = root
Password = password

--Kurt


--
Kurt Andersen <kurta at spk.agilent.com>
Agilent Technologies Postmaster
Global Messaging Team, Agilent Technologies
(509) 921-3792
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From purp at wildbrain.com  Wed Feb 20 21:55:03 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 20 Feb 2002 18:55:03 -0800
Subject: [rt-users] CONTRIB: Quickpicks v0.3 for WebRT
In-Reply-To: <200202131909.NAA02118@dresden.garmin.com>
References: <200202131909.NAA02118@dresden.garmin.com>
Message-ID: <1014260104.16493.525.camel@labyrinth.wildbrain.com>

Howdy!

On Wed, 2002-02-13 at 11:09, Beachey, Kendric wrote:
> The width (in pixels) is set in a snippet of CSS code at the very end of the
> <select> tag.  You could change the value to suit your needs, or you could
> (as I did) just remove the CSS snippet, which allows the combo box to size
> itself according to its widest entry.  Jim probably figured that would make
> the screen too wide and so he limited it.

Change that last "Jim" to "Bruce Campbell of RIPE" and you're probably
dead on; I didn't frob that bit of code at all. However, I've now tried
it both ways and in several browsers and prefer it with the style
statement, so I'll be leaving it in.

> I'll second the "another great submission by Jim" comment.  Jim's only been
> on the list for what, a couple months?, but he's already become one of my
> favorite posters.  He's picked up the internals of RT way faster than I have
> and he's given back some great stuff.  And his posts are often entertaining.

As Sir Isaac Newton said, "If I see farther than others, it is because I
stand upon the shoulders of giants." RT's design is straightforward and
intuitive, which makes the twiddling I've done so far very easy. The
praise should rest at Jesse's doorstep -- and did you know he does
consulting for a living? http://www.bestpractical.com/rt/ for details.

As to entertaining, well, I do try. =]

Cheers!

--j
-- 
Jim Meyer, Geek At Large                              purp at wildbrain.com




From Rich.West at wesmo.com  Wed Feb 20 23:28:59 2002
From: Rich.West at wesmo.com (Rich West)
Date: Wed, 20 Feb 2002 23:28:59 -0500
Subject: [rt-users] RT Statistics Package
References: <20020219140418.GA9619@netthink.co.uk>
Message-ID: <3C74778B.8030608@wesmo.com>

Just as an FYI, the call to your site is located on line 91 of 
CallsMultiqueue.html.  :)

I hate to be another person emailing you about this, but hopefully this 
is an easy one that you have already hashed out.  The installation was 
rather easy, except I do not get the graphs at all (Apache::GD::Graph 
and others are installed).

I tried, as some have suggested, linking 
/usr/lib/perl5/site_perl/<perl_version>/Apache/GD/Graph.pm as 
<rtinstalldir>/WebRT/html/chart, and I get the following error:

Error during compilation of /usr/rt2/WebRT/html//chart:
unknown section <%20> (line 87)

	HTML::Mason::Interp::__ANON__('Error during compilation of /usr/rt2/WebRT/html//chart:^Junknown ...') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm line 418
	HTML::Mason::Interp::_compilation_error('HTML::Mason::Interp=HASH(0x8b1ea54)', '/usr/rt2/WebRT/html//chart', 'unknown section <%20> (line 87)^J') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm line 374
	HTML::Mason::Interp::load('HTML::Mason::Interp=HASH(0x8b1ea54)', '//chart') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 116
	eval {...} called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 116
	HTML::Mason::Request::exec('HTML::Mason::Request=HASH(0x8f3dc38)', '//chart', 'x_labels', '[Thu 14,Fri 15,Mon 18,Tue 19,Wed 20]', 'data1', '[0,0,0,0,0]', 'data2', '[0,0,0,0,0]', ...) called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm line 243
	HTML::Mason::Interp::exec('HTML::Mason::Interp=HASH(0x8b1ea54)', '//chart', 'x_labels', '[Thu 14,Fri 15,Mon 18,Tue 19,Wed 20]', 'data1', '[0,0,0,0,0]', 'data2', '[0,0,0,0,0]', ...) called at /usr/rt2/bin/mason_handler.fcgi line 199
	eval {...} called at /usr/rt2/bin/mason_handler.fcgi line 198

Not sure what step I missed here.. any help would be much appreciated!

-Rich

Simon Cozens wrote:

>Attached is a simple statistics package for RT. I'm planning on releasing
>further versions with more complex data available in the future, but I
>think this is cool enough to release for now. Simply drop it into your
>RT HTML tree, and go to http://rt/Statistics/
>
>For shiny shiny graphs, you'll need the Apache::GD::Graph module installed
>as $rturl/graph but if you don't want that, just dike out all the lines which
>refer to "$url". (This will make the time-to-resolve scatter graph a bit
>useless, though.)
>
>Thanks to Oxford University Computing Services for letting me develop and
>distribute this.
>




From Rich.West at wesmo.com  Wed Feb 20 23:37:21 2002
From: Rich.West at wesmo.com (Rich West)
Date: Wed, 20 Feb 2002 23:37:21 -0500
Subject: [rt-users] RT Statistics Package
References: <20020219140418.GA9619@netthink.co.uk> <3C74778B.8030608@wesmo.com>
Message-ID: <3C747981.9000801@wesmo.com>

Hrmm.. a thought just hit me.  I'm running with mod_fastcgi.. that might 
prevent the graphics from being displayed.

But, still, I would be curious to know if the steps I took should have 
been sufficient, and if the the error I listed indicated something other 
than the limitation due to the mod_fastcgi install..

Thanks!
-Rich


Rich West wrote:

> Just as an FYI, the call to your site is located on line 91 of 
> CallsMultiqueue.html.  :)
>
> I hate to be another person emailing you about this, but hopefully 
> this is an easy one that you have already hashed out.  The 
> installation was rather easy, except I do not get the graphs at all 
> (Apache::GD::Graph and others are installed).
>
> I tried, as some have suggested, linking 
> /usr/lib/perl5/site_perl/<perl_version>/Apache/GD/Graph.pm as 
> <rtinstalldir>/WebRT/html/chart, and I get the following error:
>
> Error during compilation of /usr/rt2/WebRT/html//chart:
> unknown section <%20> (line 87)
>
>     HTML::Mason::Interp::__ANON__('Error during compilation of 
> /usr/rt2/WebRT/html//chart:^Junknown ...') called at 
> /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm line 418
>     HTML::Mason::Interp::_compilation_error('HTML::Mason::Interp=HASH(0x8b1ea54)', 
> '/usr/rt2/WebRT/html//chart', 'unknown section <%20> (line 87)^J') 
> called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm line 374
>     HTML::Mason::Interp::load('HTML::Mason::Interp=HASH(0x8b1ea54)', 
> '//chart') called at 
> /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 116
>     eval {...} called at 
> /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 116
>     HTML::Mason::Request::exec('HTML::Mason::Request=HASH(0x8f3dc38)', 
> '//chart', 'x_labels', '[Thu 14,Fri 15,Mon 18,Tue 19,Wed 20]', 
> 'data1', '[0,0,0,0,0]', 'data2', '[0,0,0,0,0]', ...) called at 
> /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm line 243
>     HTML::Mason::Interp::exec('HTML::Mason::Interp=HASH(0x8b1ea54)', 
> '//chart', 'x_labels', '[Thu 14,Fri 15,Mon 18,Tue 19,Wed 20]', 
> 'data1', '[0,0,0,0,0]', 'data2', '[0,0,0,0,0]', ...) called at 
> /usr/rt2/bin/mason_handler.fcgi line 199
>     eval {...} called at /usr/rt2/bin/mason_handler.fcgi line 198
>
> Not sure what step I missed here.. any help would be much appreciated!
>
> -Rich
>
> Simon Cozens wrote:
>
>> Attached is a simple statistics package for RT. I'm planning on 
>> releasing
>> further versions with more complex data available in the future, but I
>> think this is cool enough to release for now. Simply drop it into your
>> RT HTML tree, and go to http://rt/Statistics/
>>
>> For shiny shiny graphs, you'll need the Apache::GD::Graph module 
>> installed
>> as $rturl/graph but if you don't want that, just dike out all the 
>> lines which
>> refer to "$url". (This will make the time-to-resolve scatter graph a bit
>> useless, though.)
>>
>> Thanks to Oxford University Computing Services for letting me develop 
>> and
>> distribute this.
>>





From mwatson at office.netspace.net.au  Thu Feb 21 01:31:33 2002
From: mwatson at office.netspace.net.au (Matthew Watson)
Date: Thu, 21 Feb 2002 17:31:33 +1100
Subject: [rt-users] RT2 Slowness
Message-ID: <FCEEINDILJOBHBHAPOJPEEFPCGAA.mwatson@office.netspace.net.au>

Hi,

 I've asked this question again, but didn't really get any good answers so
I'll try again..

 Using RT2.0.11
 mysql 3.23.43-log

 system -
  AMD 1200
  512mb ram
  Ultra Wide SCSI.

 I've got a db of about 250,000 - 300,000 tickets I'm finding that doing a
search for all tickets by a given user is VERY slow (about 30-60 seconds
when no other
queries are running). This is causing alot of issues because I then get
locking issues with inserts and updates etc.. causing the system to daily
come to
grinding stop. I've tried playing around to the table locking sequence
(using low-priority-locks) but this seemed to have limited effect.

 The problem I think is mainly due to the query below, which is run to find
all the tickets requested by user "blabla at domain.com",
 by default the query tries to use the typeindex index on the Watchers_1
table, which seemingly does nothing as it has to search ALL rows in that
 table, i've tried forcing it to use the other indexes, but they still
require searching all rows...

 Anyone encounted this problem, have a solution? Below I have a heap of info
for any mysql junkies who may be able to help me with this horrid issue.


SELECT DISTINCT main.*
FROM Tickets main, Watchers Watchers_1 LEFT JOIN Users as Users_2  ON
Watchers_1.Owner = Users_2.id
WHERE ((main.EffectiveId = main.id))
AND ((Watchers_1.Scope = 'Ticket'))
AND ((Watchers_1.Type = 'Requestor'))
AND ((Watchers_1.Email = 'mwatson at netspace.net.au')OR(Users_2.EmailAddress =
'mwatson at netspace.net.au'))
AND main.id = Watchers_1.Value
ORDER BY main.id DESC LIMIT 50



+------------+--------+----------------------------------------------------+
-----------+---------+------------------+--------+--------------------------
-------------------+
| table      | type   | possible_keys                                      |
key       | key_len | ref              | rows   | Extra
|
+------------+--------+----------------------------------------------------+
-----------+---------+------------------+--------+--------------------------
-------------------+
| Watchers_1 | range  | Watchers1,Watchers2,typeindex,watchers_index_matty |
typeindex |      17 | NULL             | 291618 | where used; Using
temporary; Using filesort |
| main       | eq_ref | PRIMARY,Tickets4                                   |
PRIMARY   |       4 | Watchers_1.Value |      1 | where used
|
| Users_2    | eq_ref | PRIMARY                                            |
PRIMARY   |       4 | Watchers_1.Owner |      1 | where used; Distinct
|
+------------+--------+----------------------------------------------------+
-----------+---------+------------------+--------+--------------------------
-------------------+


mysql> show index from Watchers;
+----------+------------+----------------------+--------------+-------------
+-----------+-------------+----------+--------+---------+
| Table    | Non_unique | Key_name             | Seq_in_index | Column_name
| Collation | Cardinality | Sub_part | Packed | Comment |
+----------+------------+----------------------+--------------+-------------
+-----------+-------------+----------+--------+---------+
| Watchers |          0 | PRIMARY              |            1 | id
| A         |      291618 |     NULL | NULL   |         |
| Watchers |          1 | Watchers1            |            1 | Scope
| A         |           2 |     NULL | NULL   |         |
| Watchers |          1 | Watchers1            |            2 | Value
| A         |      291618 |     NULL | NULL   |         |
| Watchers |          1 | Watchers1            |            3 | Type
| A         |      291618 |     NULL | NULL   |         |
| Watchers |          1 | Watchers1            |            4 | Owner
| A         |      291618 |     NULL | NULL   |         |
| Watchers |          1 | Watchers2            |            1 | Email
| A         |       72904 |     NULL | NULL   |         |
| Watchers |          1 | ownerindex           |            1 | Owner
| A         |       20829 |     NULL | NULL   |         |
| Watchers |          1 | typeindex            |            1 | Type
| A         |           2 |     NULL | NULL   |         |
| Watchers |          1 | watchers_index_matty |            1 | Scope
| A         |           2 |     NULL | NULL   |         |
| Watchers |          1 | watchers_index_matty |            2 | Type
| A         |           2 |     NULL | NULL   |         |
| Watchers |          1 | watchers_index_matty |            3 | Email
| A         |       72904 |     NULL | NULL   |         |
+----------+------------+----------------------+--------------+-------------
+-----------+-------------+----------+--------+---------+
11 rows in set (0.10 sec)

mysql> show index from Users;
+-------+------------+----------+--------------+--------------+-----------+-
------------+----------+--------+---------+
| Table | Non_unique | Key_name | Seq_in_index | Column_name  | Collation |
Cardinality | Sub_part | Packed | Comment |
+-------+------------+----------+--------------+--------------+-----------+-
------------+----------+--------+---------+
| Users |          0 | PRIMARY  |            1 | id           | A         |
47714 |     NULL | NULL   |         |
| Users |          0 | Users1   |            1 | Name         | A         |
47714 |     NULL | NULL   |         |
| Users |          1 | Users2   |            1 | EmailAddress | A         |
47714 |     NULL | NULL   |         |
+-------+------------+----------+--------------+--------------+-----------+-
------------+----------+--------+---------+
3 rows in set (0.01 sec)
----------------------------------------------
Matthew Watson
Development, Netspace Online Systems
mwatson at netspace.net.au




From rob at myinternetplace.net  Thu Feb 21 02:17:34 2002
From: rob at myinternetplace.net (Rob Walker)
Date: Wed, 20 Feb 2002 23:17:34 -0800
Subject: [rt-users] Changing search information display
In-Reply-To: <Pine.LNX.4.44.0202202208120.23737-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0202202208120.23737-100000@x22.ripe.net>
Message-ID: <200202202317.34643@-kmail-1.3.9>

On Wednesday 20 February 2002 13:12, Bruce Campbell wrote:
> On Wed, 20 Feb 2002, Alexander, John wrote:
> 
> > I'd like to change the search information presented to display the Time
> > worked on a ticket instead of "Told".  What is the object to access this
> > information?  I know it's configured in config.pm
> 
> %WebOptions in config.pm, replace 'ToldObj->AgeAsString' with
> 'TimeWorkedAsString' in the TicketAttribute.  And of course replace 'Told'
> with something appropriate in the Header.

Thanks!  This is much better than the other column which is there by default.  
Now to be able to sort on it.  :-)


rob



From hwagener at hamburg.fcb.com  Thu Feb 21 04:11:54 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 21 Feb 2002 10:11:54 +0100
Subject: [rt-users] Hi all, installation woes
References: <Pine.LNX.4.44.0202191202100.23737-100000@x22.ripe.net> <E16dX7p-0002HM-00@stan.ringways.co.uk> <E16dXsq-0002eU-00@stan.ringways.co.uk> <E16dZ0y-00039Y-00@stan.ringways.co.uk>
Message-ID: <3C74B9DA.4796CDC0@hamburg.fcb.com>

Gary Stainburn wrote:
> 
> The latest in the saga, is that if I access this new box using
> http://rt.ringways.co.uk I get the problem described below, but if I use the
> host's real name http://gary.ringways.co.uk, RT starts working and I can use
> it.

We are having an out of the box RH 7.2 machine as well, so I don't think
the error os with the distribution this time.

> I've included the whole of the vhost entry in case anyone can see the problem.

You need VirtualHost entries for rt.ringways.co.uk and
gary.ringways.co.uk as well, if You want it all to work properly. In our
setup, it looks like this:

[snip]
<VirtualHost rt.fcb-wilkens.com>
    DocumentRoot /opt/rt2/WebRT/html
    ServerName rt.fcb-wilkens.com
    ErrorLog logs/error_log_rt
    CustomLog logs/access_log_rt combine
    PerlModule Apache::DBI
    PerlFreshRestart On
    PerlRequire /opt/rt2/bin/webmux.pl
        <Location />
            SetHandler perl-script
            PerlHandler RT::Mason
        </Location>
        <Location /chart>
                SetHandler perl-script
                PerlHandler +Apache::GD::Graph
        </Location>
</VirtualHost>
[snip]


Regards,
	Harald


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



From hwagener at hamburg.fcb.com  Thu Feb 21 04:15:14 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 21 Feb 2002 10:15:14 +0100
Subject: [rt-users] RT Statistics Package
References: <20020219140418.GA9619@netthink.co.uk> <3C74778B.8030608@wesmo.com>
Message-ID: <3C74BAA2.814F21E0@hamburg.fcb.com>

Rich West wrote:
> 
> Just as an FYI, the call to your site is located on line 91 of
> CallsMultiqueue.html.  :)
> 
> I hate to be another person emailing you about this, but hopefully this
> is an easy one that you have already hashed out.  The installation was
> rather easy, except I do not get the graphs at all (Apache::GD::Graph
> and others are installed).
> 
> I tried, as some have suggested, linking
> /usr/lib/perl5/site_perl/<perl_version>/Apache/GD/Graph.pm as
> <rtinstalldir>/WebRT/html/chart, and I get the following error:
> 
> Error during compilation of /usr/rt2/WebRT/html//chart:
> unknown section <%20> (line 87)

This was my idea, and it is wrong, as has been pointed out higher in the
thread. See my posting in the 'installation woes' thread to have a look
at a working configuration.

As well, some of the queue names are hard coded into the Statistics
package. It's a snap to insert Your own queue names, and it should be
easy to come up with a generic solution enumerating existing queues.

H.

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



From hwagener at hamburg.fcb.com  Thu Feb 21 04:17:22 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 21 Feb 2002 10:17:22 +0100
Subject: [rt-users] Requestor RT error.
References: <200202201838.g1KIcoKI015659@fishy.sockeye.com>
Message-ID: <3C74BB22.EC8A2B8D@hamburg.fcb.com>

Bolivar Geraldo wrote:
> 
> Hello all,
> 
> I'm running RT 2.0.11.
> 
> I'm having a problem where Requestors in the RT system can create new
> tickets into a certain queue, however always get the following error:
> 
> "RT error: No permission to display ticket"
> 
> When the requestor then proceeds to look at open tickets his/her open
> tickets, they can see the ticket that was just created and gave the
> error above.  Everything else seems to work fine.  Am I missing a
> permission somewhere?
> 
> Requestors have to following permissions to the queue in question (the
> only queue that requestors can currently see):
> 

I also asked that question a few days back and did not get an answer. I
did not get to have a closer look at the problem until now, but I will
keep You informed if anything comes up.

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



From hwagener at hamburg.fcb.com  Thu Feb 21 04:20:07 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 21 Feb 2002 10:20:07 +0100
Subject: [rt-users] Changing the database backend
References: <45EDA71CFF25D411A2E400508B6FC52A05E661CC@orportexch1.internal.nextlink.net>
Message-ID: <3C74BBC7.8E95E795@hamburg.fcb.com>

"Swayne, Mark A" wrote:
> 
> I'm running into a problem getting buyin from my employer on RT due to the
> choice of Database backend.  So I am trying to get an idea of what will be
> required to use Sybase with RT.
> 
> As far as I can tell, it looks like I need to have DBD::Sybase installed,
> and I need to subclass DBIx::Datasource::Driver, to create a Sybase driver.
> 
> Is there anything else I am missing?  Is this stupid to even consider?
> 
> TIA,
> 
> --Mark
> 

I am sure Jesse would be willing to adapt RT to support Sybase. He'd be
the right person for it. Contact him at sales at bestpractical.com (-:

Regards,
	Harald

PS: What is the problem with MySQL/PostgreSQL ?

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



From mwatson at office.netspace.net.au  Thu Feb 21 04:53:04 2002
From: mwatson at office.netspace.net.au (Matthew Watson)
Date: Thu, 21 Feb 2002 20:53:04 +1100
Subject: [rt-users] RT2 Slowness
In-Reply-To: <FCEEINDILJOBHBHAPOJPEEFPCGAA.mwatson@office.netspace.net.au>
Message-ID: <FCEEINDILJOBHBHAPOJPGEGDCGAA.mwatson@office.netspace.net.au>

As a follow up to this, I was sent a few suggestions on various indexes to
try(thankyou to everyones suggestions), none of which resolved the problem
though.

 I'm wondering if its something weird with my system or if everyone has
massive slowness with this query.

 My one thought as to how to fix it would be to always store the email
address in Watchers.Email, however this is pretty ugly as far as database
design goes I believe (but at this point speed is much more important to me
that db design).

 But of cause this may break my system for upgrades, which I really dont
want.

 Any thoughts or comments on this?


> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Matthew Watson
> Sent: Thursday, 21 February 2002 5:32 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] RT2 Slowness
>
>
>
> Hi,
>
>  I've asked this question again, but didn't really get any good answers so
> I'll try again..
>
>  Using RT2.0.11
>  mysql 3.23.43-log
>
>  system -
>   AMD 1200
>   512mb ram
>   Ultra Wide SCSI.
>
>  I've got a db of about 250,000 - 300,000 tickets I'm finding that doing a
> search for all tickets by a given user is VERY slow (about 30-60 seconds
> when no other
> queries are running). This is causing alot of issues because I then get
> locking issues with inserts and updates etc.. causing the system to daily
> come to
> grinding stop. I've tried playing around to the table locking sequence
> (using low-priority-locks) but this seemed to have limited effect.
>
>  The problem I think is mainly due to the query below, which is
> run to find
> all the tickets requested by user "blabla at domain.com",
>  by default the query tries to use the typeindex index on the Watchers_1
> table, which seemingly does nothing as it has to search ALL rows in that
>  table, i've tried forcing it to use the other indexes, but they still
> require searching all rows...
>
>  Anyone encounted this problem, have a solution? Below I have a
> heap of info
> for any mysql junkies who may be able to help me with this horrid issue.
>
>
> SELECT DISTINCT main.*
> FROM Tickets main, Watchers Watchers_1 LEFT JOIN Users as Users_2  ON
> Watchers_1.Owner = Users_2.id
> WHERE ((main.EffectiveId = main.id))
> AND ((Watchers_1.Scope = 'Ticket'))
> AND ((Watchers_1.Type = 'Requestor'))
> AND ((Watchers_1.Email =
> 'mwatson at netspace.net.au')OR(Users_2.EmailAddress =
> 'mwatson at netspace.net.au'))
> AND main.id = Watchers_1.Value
> ORDER BY main.id DESC LIMIT 50
>
>
>
> +------------+--------+-------------------------------------------
> ---------+
> -----------+---------+------------------+--------+----------------
> ----------
> -------------------+
> | table      | type   | possible_keys
>          |
> key       | key_len | ref              | rows   | Extra
> |
> +------------+--------+-------------------------------------------
> ---------+
> -----------+---------+------------------+--------+----------------
> ----------
> -------------------+
> | Watchers_1 | range  |
> Watchers1,Watchers2,typeindex,watchers_index_matty |
> typeindex |      17 | NULL             | 291618 | where used; Using
> temporary; Using filesort |
> | main       | eq_ref | PRIMARY,Tickets4
>          |
> PRIMARY   |       4 | Watchers_1.Value |      1 | where used
> |
> | Users_2    | eq_ref | PRIMARY
>          |
> PRIMARY   |       4 | Watchers_1.Owner |      1 | where used; Distinct
> |
> +------------+--------+-------------------------------------------
> ---------+
> -----------+---------+------------------+--------+----------------
> ----------
> -------------------+
>
>
> mysql> show index from Watchers;
> +----------+------------+----------------------+--------------+---
> ----------
> +-----------+-------------+----------+--------+---------+
> | Table    | Non_unique | Key_name             | Seq_in_index |
> Column_name
> | Collation | Cardinality | Sub_part | Packed | Comment |
> +----------+------------+----------------------+--------------+---
> ----------
> +-----------+-------------+----------+--------+---------+
> | Watchers |          0 | PRIMARY              |            1 | id
> | A         |      291618 |     NULL | NULL   |         |
> | Watchers |          1 | Watchers1            |            1 | Scope
> | A         |           2 |     NULL | NULL   |         |
> | Watchers |          1 | Watchers1            |            2 | Value
> | A         |      291618 |     NULL | NULL   |         |
> | Watchers |          1 | Watchers1            |            3 | Type
> | A         |      291618 |     NULL | NULL   |         |
> | Watchers |          1 | Watchers1            |            4 | Owner
> | A         |      291618 |     NULL | NULL   |         |
> | Watchers |          1 | Watchers2            |            1 | Email
> | A         |       72904 |     NULL | NULL   |         |
> | Watchers |          1 | ownerindex           |            1 | Owner
> | A         |       20829 |     NULL | NULL   |         |
> | Watchers |          1 | typeindex            |            1 | Type
> | A         |           2 |     NULL | NULL   |         |
> | Watchers |          1 | watchers_index_matty |            1 | Scope
> | A         |           2 |     NULL | NULL   |         |
> | Watchers |          1 | watchers_index_matty |            2 | Type
> | A         |           2 |     NULL | NULL   |         |
> | Watchers |          1 | watchers_index_matty |            3 | Email
> | A         |       72904 |     NULL | NULL   |         |
> +----------+------------+----------------------+--------------+---
> ----------
> +-----------+-------------+----------+--------+---------+
> 11 rows in set (0.10 sec)
>
> mysql> show index from Users;
> +-------+------------+----------+--------------+--------------+---
> --------+-
> ------------+----------+--------+---------+
> | Table | Non_unique | Key_name | Seq_in_index | Column_name  |
> Collation |
> Cardinality | Sub_part | Packed | Comment |
> +-------+------------+----------+--------------+--------------+---
> --------+-
> ------------+----------+--------+---------+
> | Users |          0 | PRIMARY  |            1 | id           | A
>         |
> 47714 |     NULL | NULL   |         |
> | Users |          0 | Users1   |            1 | Name         | A
>         |
> 47714 |     NULL | NULL   |         |
> | Users |          1 | Users2   |            1 | EmailAddress | A
>         |
> 47714 |     NULL | NULL   |         |
> +-------+------------+----------+--------------+--------------+---
> --------+-
> ------------+----------+--------+---------+
> 3 rows in set (0.01 sec)
> ----------------------------------------------
> Matthew Watson
> Development, Netspace Online Systems
> mwatson at netspace.net.au
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users




From bruce_campbell at ripe.net  Thu Feb 21 05:08:19 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 21 Feb 2002 11:08:19 +0100 (CET)
Subject: [rt-users] No RT user found.
In-Reply-To: <DF8B97F54EC0D411879900A0CC3ED9609848BF@JANUS.lt.com.au>
Message-ID: <Pine.LNX.4.44.0202211106570.23737-100000@x22.ripe.net>

On Thu, 21 Feb 2002, Peter Bonifacio wrote:

> Bruce
> RE
> >You have not defined a Unix login for the root user.  Log in as root via
> >the WebUI, Configuration, Users, Root, and add 'root' to 'Unix login'.
> > From then on, you'll be able to use the rtadmin cli with the RT 'root'
> > privileges as the Unix 'root' user.
>
> Problem is I cant find a valid user/password combination that is valid to
> login to whe WebUI with.

'root', 'password'.

( One does assume that one has read the README ;) )

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




From slm at getreal.co.uk  Thu Feb 21 05:24:59 2002
From: slm at getreal.co.uk (Steve Mansfield)
Date: Thu, 21 Feb 2002 10:24:59 +0000
Subject: [rt-users] Web problems
Message-ID: <3C74CAFB.6070706@getreal.co.uk>

Having a few troubles with rt-2.0.11 on RH7.1 and Apache 2.3.22
Everything was working, ( after much teeth nashing ), and had finally 
got exim to work ( kind of ), then all of a sudden the web dissapears, ( 
internal server error )
The apache log states the following:

"[error] can't locate object method "connect" via package 
Apache::DBI::connect at /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm 
line 416"

line 416 of DBI.pm is as follows
# switch $old_driver <->$attr if called in old style
( yes it is commented out at the front of the line!!!)

Apache syntax for the host is per the instructions with regard to what 
is loaded when. I have the cron job to dump old sessiondata
All of the modules loaded ok, ie: Apache-Session, mod_perl ( not a DSO 
), etc etc etc
"make testdeps" wants for nothing either

Any ideas anyone?


-- 
Regards

Steve Mansfield
Technical Manager
slm at getreal.co.uk
www.getreal.co.uk




From greg at space.cfi.co.ug  Thu Feb 21 19:16:49 2002
From: greg at space.cfi.co.ug (greg at space.cfi.co.ug)
Date: Thu, 21 Feb 2002 16:16:49 -0800 (PST)
Subject: [rt-users] deleting a queue completely in RT 2_0_7
Message-ID: <Pine.LNX.4.33.0202211614250.19394-100000@space.cfi.co.ug>

Hi all!

Is it possible in rt 2_0_7 for one to delete a queue completely ?

Not *disabling it* but deleting it so that all tickets are lost...

thanks,
----
Greg,
CFI(U)

      ,,,
     /'^'\
    ( o o )
oOOO--(_)--OOOo----------------------





From David.Osborne at nottingham.ac.uk  Thu Feb 21 08:41:57 2002
From: David.Osborne at nottingham.ac.uk (David Osborne)
Date: Thu, 21 Feb 2002 13:41:57 +0000
Subject: [rt-users] Unable to start Apache after installing rt
In-Reply-To: <Pine.LNX.4.44.0202040930240.568-100000@eclipse.f00l.org>; from rt@stuff.f00l.org on Mon, Feb 04, 2002 at 09:33:32AM -0500
References: <6F5008AF7FACD411B5B400508B9A4F99924A72@mail.intertrade.com> <Pine.LNX.4.44.0202040930240.568-100000@eclipse.f00l.org>
Message-ID: <20020221134156.A1151@unix.ccc.nottingham.ac.uk>

For what it's worth, I'm running RT with Apache on my Ultra 5 using
Solaris 8 and I had none of these problems. But I'm using FastCGI
instead of mod_perl.

Versions: RT 2.0.9, Apache 1.3.22, mod_fastcgi 2.2.12, Solaris 8 (7/01)

(Sorry this is a bit late: I'm just catching up on some mailing-list
reading).

David

On Mon, Feb  4 2002 at 09:33:32 -0500, Scott wrote
> Aaron,
> 
>   I did what you said, and am still having the same problem.  Any other
> ideas?  Dunno if it helps, but I'm using Apache-1.3.22 w/ modperl-1.26.
> 
> -Scott

-- 
David Osborne                         david.osborne at nottingham.ac.uk
Academic Computing Services
The University of Nottingham
Nottingham NG7 2RD, UK          http://www.nottingham.ac.uk/~cczdao/



From gary.stainburn at ringways.co.uk  Thu Feb 21 10:57:42 2002
From: gary.stainburn at ringways.co.uk (Gary Stainburn)
Date: Thu, 21 Feb 2002 15:57:42 +0000
Subject: [rt-users] Getting there but cannot create ticket
Message-ID: <E16dvL5-000285-00@stan.ringways.co.uk>

Hi all,

Having got round the application/x-httpd-php problem on my 1st RT2 box, by 
using the correct sequence of restarting the server and clearing my Mozilla 
cache, I now have an almost working RT2 (2.0.11) system.

I can create groups, users, queues with no problems, but when I want to 
create a ticket I get the form, fill it in, and then click on the 'create' 
button - then nothing.  The browser just sits there and finally times out.

Anyone got any ideas?
-- 
Gary Stainburn
 
This email does not contain private or confidential material as it
may be snooped on by interested government parties for unknown
and undisclosed purposes - Regulation of Investigatory Powers Act, 2000     



From Dave.Ewart at cancer.org.uk  Thu Feb 21 11:22:13 2002
From: Dave.Ewart at cancer.org.uk (Dave Ewart)
Date: Thu, 21 Feb 2002 16:22:13 +0000
Subject: [rt-users] Can you help with this minor hack?
Message-ID: <20020221162213.B1037@nemesis.ox.icnet.uk>

For better or worse, I've decided to hack the interface for RT and have
been playing with the 'Home' screen.  All of the requests are from local
staff and I would like to include their name as an additional column in
the "25 highest priority tickets I own..." panel.

The closest I can get is by using

<%$Ticket->Requestors->EmailsAsString%>

to put in their _email_ address.  However, all these requestors will be
RT users with a "real name" field, which is what I would actually like
to show instead of the email address.

I have dredged the code trying to work my way around the objects and
subroutines, but have got stuck.

What do I need to change the above code to, in order to display the Full
Name of the requestor?

Cheers,

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 purp at wildbrain.com  Thu Feb 21 11:23:59 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 21 Feb 2002 08:23:59 -0800
Subject: [rt-users] RT Statistics Package
In-Reply-To: <20020219140418.GA9619@netthink.co.uk>
References: <20020219140418.GA9619@netthink.co.uk>
Message-ID: <1014308643.15109.537.camel@labyrinth.wildbrain.com>

On Tue, 2002-02-19 at 06:04, Simon Cozens wrote:
> Attached is a simple statistics package for RT. I'm planning on releasing
> further versions with more complex data available in the future, but I
> think this is cool enough to release for now. Simply drop it into your
> RT HTML tree, and go to http://rt/Statistics/

Very, very nice. A bit of work to install the Apache::GD::Graph bit as I
had to snag a half-dozen other modules to satisfy the dependencies, but
after installing the modules (and copying the config from `perldoc
Apache::GD::Graph` into my server's config), it's working quite well.
Oh, and I changed line 91 of CallsMultiqueue.html to:

% my $url = "$RT::WebPath/chart?type=lines&x_labels=[";

...which should be suitable for all.

Thanks for sharing your excellent work!

--j, looking forward to frobbing this code endlessly.
-- 
Jim Meyer, Geek At Large                              purp at wildbrain.com




From rich+rt at lafferty.ca  Thu Feb 21 11:39:14 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Thu, 21 Feb 2002 11:39:14 -0500
Subject: [rt-users] Getting there but cannot create ticket
In-Reply-To: <E16dvL5-000285-00@stan.ringways.co.uk>; from gary.stainburn@ringways.co.uk on Thu, Feb 21, 2002 at 03:57:42PM +0000
References: <E16dvL5-000285-00@stan.ringways.co.uk>
Message-ID: <20020221113913.F2081@lafferty.ca>

On Thu, Feb 21, 2002 at 03:57:42PM +0000, Gary Stainburn (gary.stainburn at ringways.co.uk) wrote:
> Hi all,
> 
> Having got round the application/x-httpd-php problem on my 1st RT2 box, by 
> using the correct sequence of restarting the server and clearing my Mozilla 
> cache, I now have an almost working RT2 (2.0.11) system.
> 
> I can create groups, users, queues with no problems, but when I want to 
> create a ticket I get the form, fill it in, and then click on the 'create' 
> button - then nothing.  The browser just sits there and finally times out.
> 
> Anyone got any ideas?

Don't use Mozilla 0.97. :-)

(Shot in the dark, I know -- but if that's not it, what browser are
you using?)

  -Rich

-- 
Rich Lafferty --------------+-----------------------------------------------
 Ottawa, Ontario, Canada    |  Save the Pacific Northwest Tree Octopus!
 http://www.lafferty.ca/    |    http://zapatopi.net/treeoctopus.html
rich at lafferty.ca -----------+-----------------------------------------------



From alesh at opensource-technologies.com  Thu Feb 21 11:40:41 2002
From: alesh at opensource-technologies.com (alesh at opensource-technologies.com)
Date: Thu, 21 Feb 2002 17:40:41 +0100 (CET)
Subject: [rt-users] Getting there but cannot create ticket
In-Reply-To: <E16dvL5-000285-00@stan.ringways.co.uk>
Message-ID: <Pine.LNX.4.44.0202211739560.31022-100000@pleiades.domenca.com>

Which version of Mozilla? 0.9.7 had a huge bug in form submition.

Upgrade mozilla if this is the issue, otherwise check your error logs
(apache ofcourse).

A.

On Thu, 21 Feb 2002, Gary Stainburn wrote:

> Date: Thu, 21 Feb 2002 15:57:42 +0000
> From: Gary Stainburn <gary.stainburn at ringways.co.uk>
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Getting there but cannot create ticket
>
> Hi all,
>
> Having got round the application/x-httpd-php problem on my 1st RT2 box, by
> using the correct sequence of restarting the server and clearing my Mozilla
> cache, I now have an almost working RT2 (2.0.11) system.
>
> I can create groups, users, queues with no problems, but when I want to
> create a ticket I get the form, fill it in, and then click on the 'create'
> button - then nothing.  The browser just sits there and finally times out.
>
> Anyone got any ideas?
> --
> Gary Stainburn
>
> This email does not contain private or confidential material as it
> may be snooped on by interested government parties for unknown
> and undisclosed purposes - Regulation of Investigatory Powers Act, 2000
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From gary.stainburn at ringways.co.uk  Thu Feb 21 11:57:46 2002
From: gary.stainburn at ringways.co.uk (Gary Stainburn)
Date: Thu, 21 Feb 2002 16:57:46 +0000
Subject: [rt-users] Getting there but cannot create ticket
In-Reply-To: <Pine.LNX.4.44.0202211739560.31022-100000@pleiades.domenca.com>
References: <Pine.LNX.4.44.0202211739560.31022-100000@pleiades.domenca.com>
Message-ID: <E16dwHF-0002dO-00@stan.ringways.co.uk>

Thanks to everyone who answered this one.

You were all right, I was using Mozilla 0.9.7 and that was the problem.  When 
I used netscape, or used IE on someone else's box it worked.

On Thursday 21 February 2002 4:40 pm, alesh at opensource-technologies.com wrote:
> Which version of Mozilla? 0.9.7 had a huge bug in form submition.
>
> Upgrade mozilla if this is the issue, otherwise check your error logs
> (apache ofcourse).
>
> A.
>
> On Thu, 21 Feb 2002, Gary Stainburn wrote:
> > Date: Thu, 21 Feb 2002 15:57:42 +0000
> > From: Gary Stainburn <gary.stainburn at ringways.co.uk>
> > To: rt-users at lists.fsck.com
> > Subject: [rt-users] Getting there but cannot create ticket
> >
> > Hi all,
> >
> > Having got round the application/x-httpd-php problem on my 1st RT2 box,
> > by using the correct sequence of restarting the server and clearing my
> > Mozilla cache, I now have an almost working RT2 (2.0.11) system.
> >
> > I can create groups, users, queues with no problems, but when I want to
> > create a ticket I get the form, fill it in, and then click on the
> > 'create' button - then nothing.  The browser just sits there and finally
> > times out.
> >
> > Anyone got any ideas?
> > --
> > Gary Stainburn
> >
> > This email does not contain private or confidential material as it
> > may be snooped on by interested government parties for unknown
> > and undisclosed purposes - Regulation of Investigatory Powers Act, 2000
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users

-- 
Gary Stainburn
 
This email does not contain private or confidential material as it
may be snooped on by interested government parties for unknown
and undisclosed purposes - Regulation of Investigatory Powers Act, 2000     



From Daniel.Schwager at dtnet.de  Thu Feb 21 12:10:35 2002
From: Daniel.Schwager at dtnet.de (Daniel Schwager)
Date: Thu, 21 Feb 2002 18:10:35 +0100
Subject: [rt-users] Attachments and RT2: NotifyWithAttachment.pm
Message-ID: <3C752A0B.752318A9@dtnet.de>

Hi together,

i want to notify including the attachments. In tread
	http://lists.fsck.com/pipermail/rt-users/2001-December/005681.html
Andreas points to a Module named "NotifyWithAttachment.pm". I can't
find this in the contrib...

Could somebody point me to this file ?

regards

Danny


-- 
------------------------------------------------------------
DT Netsolution GmbH -  Talaeckerstr. 30 -  D-70437 Stuttgart
Tel: +49-711-849910-32               Fax: +49-711-849910-932
WEB: http://www.dtnet.de/           email: schwager at dtnet.de



From Kendric.Beachey at garmin.com  Thu Feb 21 12:25:35 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Thu, 21 Feb 2002 11:25:35 -0600
Subject: [rt-users] RT Statistics Package
Message-ID: <200202211725.LAA29577@dresden.garmin.com>

I concur, very very nice!

One slight clarification to Jim's comment on the webserver configuration:

If you really do use the *exact* configuration statements in the perldoc for
Apache::GD::Graph, you will need to edit each .html file in the Statistics
directory so that they define their urls in the pattern

$my_url = '/chart/blahblah'

instead of 

$my_url = $RT::WebURL.'/chart/blahblah'

Which will allow other stuff on your server to use the charting functions
without having "rt" in the url.

The other option, of course, is to frob slightly the webserver configuration
so that it uses "/rt/chart" as the location instead of just "/chart" as
listed in the perldoc.

> -----Original Message-----
> From: Jim Meyer [mailto:purp at wildbrain.com]
> Sent: Thursday, February 21, 2002 10:24 AM
> To: Simon Cozens
> Cc: Request Tracker Users Mailing List; jesse at bestpractical.com
> Subject: Re: [rt-users] RT Statistics Package
> 
> 
> On Tue, 2002-02-19 at 06:04, Simon Cozens wrote:
> > Attached is a simple statistics package for RT. I'm 
> planning on releasing
> > further versions with more complex data available in the 
> future, but I
> > think this is cool enough to release for now. Simply drop 
> it into your
> > RT HTML tree, and go to http://rt/Statistics/
> 
> Very, very nice. A bit of work to install the 
> Apache::GD::Graph bit as I
> had to snag a half-dozen other modules to satisfy the 
> dependencies, but
> after installing the modules (and copying the config from `perldoc
> Apache::GD::Graph` into my server's config), it's working quite well.
> Oh, and I changed line 91 of CallsMultiqueue.html to:
> 
> % my $url = "$RT::WebPath/chart?type=lines&x_labels=[";
> 
> ...which should be suitable for all.
> 
> Thanks for sharing your excellent work!
> 
> --j, looking forward to frobbing this code endlessly.
> -- 
> Jim Meyer, Geek At Large                              
> purp at wildbrain.com
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
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From mrz at intelenet.net  Thu Feb 21 12:53:30 2002
From: mrz at intelenet.net (matthew zeier)
Date: Thu, 21 Feb 2002 09:53:30 -0800
Subject: [rt-users] keyword faq?
Message-ID: <023d01c1bb00$ac1f4890$1116160a@MRZTP>

Is there a good keyword faq?  I'm not sure how to best use these, though I
think I need them.

--
matthew zeier - "I think there is a world market for about five
computers." - Thomas J. Watson of IBM (1943)





From marc at precipice.org  Thu Feb 21 13:07:14 2002
From: marc at precipice.org (Marc Hedlund)
Date: Thu, 21 Feb 2002 10:07:14 -0800 (PST)
Subject: [rt-users] keyword faq?
In-Reply-To: <023d01c1bb00$ac1f4890$1116160a@MRZTP>
Message-ID: <Pine.LNX.4.21.0202211006540.24749-101000@crankshaft.bitmechanic.com>


See attached...

Marc Hedlund 
e: marc at precipice dot org

On Thu, 21 Feb 2002, matthew zeier wrote:

> 
> Is there a good keyword faq?  I'm not sure how to best use these, though I
> think I need them.
> 
> --
> matthew zeier - "I think there is a world market for about five
> computers." - Thomas J. Watson of IBM (1943)
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
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From ian at isasports.com  Thu Feb 21 15:11:05 2002
From: ian at isasports.com (Ian)
Date: Thu, 21 Feb 2002 20:11:05 GMT
Subject: [rt-users] qmail hiccups?
Message-ID: <20020221201105.22415.qmail@server3.bluedomino.net>

Hi all,

I've got a weird RT & Sendmail problem. 

I can't seem to be able to email my comments (and yes, I am telling RT to 
send them out), however, I can autoreply and let them know that the issue 
has been resolved just fine. 

I'm using a stable build of 2.0.11, perl 5.6.1, and 
apache/mod_perl/mod_ssl/mod_php as my webserver, as well as qmail 1.03. 

Any ideas?
Regards,
Ian
 ----
Ian W.
Webmaster, ISASports.com, InternationalSportsAgency.com
International Sports Agency is a Division of Remani International 

&now($the_end == 'near') && so(); $i->face($the, $#curtain);
my ($friends, $i, $say); $it->clear();
 $i->state(my $case_of); `which $i->m('certain')`;
$i->lived($a_life{'thats full'}), $i->travelled($each && $every{'highway'});
&more($much > $this), $i->did($it); my $way; 



From bruce_campbell at ripe.net  Thu Feb 21 15:05:26 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 21 Feb 2002 21:05:26 +0100 (CET)
Subject: [rt-users] Can you help with this minor hack?
In-Reply-To: <20020221162213.B1037@nemesis.ox.icnet.uk>
Message-ID: <Pine.LNX.4.44.0202212052120.23737-100000@x22.ripe.net>

On Thu, 21 Feb 2002, Dave Ewart wrote:

> <%$Ticket->Requestors->EmailsAsString%>

At a rough guess, try:

% my $requestors = $Ticket->Requestors;
% while( my $this_requestor = $requestors->Next ){
%     if( defined( $this_requestor->OwnerObj ) ){
	<% $this_requestor->OwnerObj->RealName %>
%     }
% }

Of course, <% $Ticket->Requestors->First->OwnerObj->RealName %> might not
work either.  I need caffiene to get to sleep.

Regards,

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




From Kendric.Beachey at garmin.com  Thu Feb 21 15:23:08 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Thu, 21 Feb 2002 14:23:08 -0600
Subject: [rt-users] RT Statistics Package
Message-ID: <200202212023.OAA03771@dresden.garmin.com>

Hmmm, one thing I noticed:  the "time to resolution" page isn't drawing a
graph.  I checked the underlying html and saw a url for a graph, but it was
incomplete:


<img
SRC="/chart?type=lines&amp;x_labels=[Sat%2016,Sun%2017,Mon%2018,Tue%2019,Wed
%2020&amp;y_number_format=">


(Yes, it really says ampersand-amp-semicolon.)  Has anyone seen anything
like this?  I looked at the code that produces this, but all I could do was
scratch my head:


% my $url = '/chart?type=lines&x_labels=[';
% $url .= join ",", @{ shift @data };
% $url .= ']&';
% $url .= 'y_number_format=&';
% for (0..$#data) {
%  $url .= "data".(1+$_)."=[".(join ",", @{$data[$_]})."]&";
% }
% chop $url;
<IMG SRC="<% $url %>">



-----Original Message-----
From: Beachey, Kendric [mailto:Kendric.Beachey at garmin.com]
Sent: Thursday, February 21, 2002 11:26 AM
To: Request Tracker Users Mailing List
Subject: RE: [rt-users] RT Statistics Package


I concur, very very nice! 
One slight clarification to Jim's comment on the webserver configuration: 
If you really do use the *exact* configuration statements in the perldoc for
Apache::GD::Graph, you will need to edit each .html file in the Statistics
directory so that they define their urls in the pattern
$my_url = '/chart/blahblah' 
instead of 
$my_url = $RT::WebURL.'/chart/blahblah' 
Which will allow other stuff on your server to use the charting functions
without having "rt" in the url. 
The other option, of course, is to frob slightly the webserver configuration
so that it uses "/rt/chart" as the location instead of just "/chart" as
listed in the perldoc.
> -----Original Message----- 
> From: Jim Meyer [mailto:purp at wildbrain.com] 
> Sent: Thursday, February 21, 2002 10:24 AM 
> To: Simon Cozens 
> Cc: Request Tracker Users Mailing List; jesse at bestpractical.com 
> Subject: Re: [rt-users] RT Statistics Package 
> 
> 
> On Tue, 2002-02-19 at 06:04, Simon Cozens wrote: 
> > Attached is a simple statistics package for RT. I'm 
> planning on releasing 
> > further versions with more complex data available in the 
> future, but I 
> > think this is cool enough to release for now. Simply drop 
> it into your 
> > RT HTML tree, and go to http://rt/Statistics/ 
> 
> Very, very nice. A bit of work to install the 
> Apache::GD::Graph bit as I 
> had to snag a half-dozen other modules to satisfy the 
> dependencies, but 
> after installing the modules (and copying the config from `perldoc 
> Apache::GD::Graph` into my server's config), it's working quite well. 
> Oh, and I changed line 91 of CallsMultiqueue.html to: 
> 
> % my $url = "$RT::WebPath/chart?type=lines&x_labels=["; 
> 
> ...which should be suitable for all. 
> 
> Thanks for sharing your excellent work! 
> 
> --j, looking forward to frobbing this code endlessly. 
> -- 
> Jim Meyer, Geek At Large                              
> purp at wildbrain.com 
> 
> 
> _______________________________________________ 
> rt-users mailing list 
> rt-users at lists.fsck.com 
> http://lists.fsck.com/mailman/listinfo/rt-users 
> 



From travis.campbell at amd.com  Thu Feb 21 15:51:28 2002
From: travis.campbell at amd.com (Travis Campbell)
Date: Thu, 21 Feb 2002 14:51:28 -0600
Subject: [rt-users] Can you help with this minor hack?
In-Reply-To: <Pine.LNX.4.44.0202212052120.23737-100000@x22.ripe.net>
References: <20020221162213.B1037@nemesis.ox.icnet.uk>
 <Pine.LNX.4.44.0202212052120.23737-100000@x22.ripe.net>
Message-ID: <20020221145127.E4025@beast.amd.com>

On Thu, Feb 21, 2002 at 09:05:26PM +0100, Bruce Campbell wrote:
> On Thu, 21 Feb 2002, Dave Ewart wrote:
> 
> > <%$Ticket->Requestors->EmailsAsString%>
> 
> At a rough guess, try:
> 
> % my $requestors = $Ticket->Requestors;
> % while( my $this_requestor = $requestors->Next ){
> %     if( defined( $this_requestor->OwnerObj ) ){
> 	<% $this_requestor->OwnerObj->RealName %>
> %     }
> % }
> 
> Of course, <% $Ticket->Requestors->First->OwnerObj->RealName %> might not
> work either.  I need caffiene to get to sleep.
> 

Won't this just display the realname of the $Ticket owner?  

Hmm.  No, after testing both, they do appear to return the realname of the
Requestor.  

Why wouldn't $Ticket->Requestors->First->OwnerObj->RealName return the
same thing as $Ticket->OwnerObj->RealName?  

Is it because the former has no OwnerObj assigned to it, causing the
RT::Watcher->OwnerObj method to load the RT::User object for the first
watcher returned by First?



I'm so confused. :-)

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




From bruce_campbell at ripe.net  Thu Feb 21 17:02:00 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 21 Feb 2002 23:02:00 +0100 (CET)
Subject: [rt-users] Can you help with this minor hack?
In-Reply-To: <20020221145127.E4025@beast.amd.com>
Message-ID: <Pine.LNX.4.44.0202212237220.23737-100000@x22.ripe.net>

On Thu, 21 Feb 2002, Travis Campbell wrote:

> On Thu, Feb 21, 2002 at 09:05:26PM +0100, Bruce Campbell wrote:
> > At a rough guess, try:
> >
> > % my $requestors = $Ticket->Requestors;
> > % while( my $this_requestor = $requestors->Next ){
> > %     if( defined( $this_requestor->OwnerObj ) ){
> > 	<% $this_requestor->OwnerObj->RealName %>
> > %     }
> > % }
> >
> > Of course, <% $Ticket->Requestors->First->OwnerObj->RealName %> might not
> > work either.  I need caffiene to get to sleep.
>
> Won't this just display the realname of the $Ticket owner?

urm, you're wanting a complicated answer, and I need some sleep.

> Hmm.  No, after testing both, they do appear to return the realname of the
> Requestor.
>
> Why wouldn't $Ticket->Requestors->First->OwnerObj->RealName return the
> same thing as $Ticket->OwnerObj->RealName?
>
> Is it because the former has no OwnerObj assigned to it, causing the
> RT::Watcher->OwnerObj method to load the RT::User object for the first
> watcher returned by First?

I'll try to do a pretty schema.  Note that this is applicable to 2.0.x, so
if you're reading the archives in a year or so, this probably won't help
you.

      Ticket (RT::Ticket)
          |   |
          |  Ticket->OwnerObj()
          |   |
          |   \--> Owner of Ticket (RT::User)
          |              |
          |              \-> RealName()
          |
       Ticket->Requestors()
	  |
	  \---> Requestors of Ticket (RT::Watchers with Type 'Requestor',)
                     |               (Scope 'Ticket' and Value Ticket->id)
                     |
                Ticket->Requestors->Next() (or First() )
                     |
	             \-> Single Requestor (RT::Watcher)
                               |
                            ->OwnerObj()
                               |
                               \-> Owner of Requestor Object (RT::User)
                                         |
                                         \-> RealName()


In both cases, we're querying the RealName() method of an RT::User object.
We've gotten there in different methods.

Ticket->OwnerObj->RealName displays the RealName column of the Owner of
the Ticket, by effectively issuing:

	select Users.RealName \
	From Users, Tickets \
	where Tickets.Owner = Users.id \
	and Tickets.id = 'this.ticket.number';

Ticket->Requestors->First->OwnerObj->RealName displays the RealName column
of the first 'Requestor' of the Ticket, by effectively issuing:

	select Users.RealName \
	from Users, Watchers \
	where Watchers.Type = 'Requestor' \
	and Watchers.Scope = 'Ticket' \
	and Watchers.Value = 'this.ticket.number' \
	and Watchers.Owner = Users.id ;

Its probably easier to understand as:

	Ticket->Requestors() returns a list of Watcher objects which are
	marked as 'Requestor's on this specific ticket.

	->First() returns the first match found.  Calling ->Next()
	repeatedly iterates through the list found.  First should always
	return an object, Next will return undef once it gets to the end
	of the list, so don't use Next() when you just want one, as you'll
	shoot your foot off quite nicely.

	->OwnerObj returns the RT::User whose id matches the value of the
	Owner field of the Watcher object returned by First().

	->RealName is obvious.

To answer your question (several pages up), they're not the same object.
They're the same object type, but markedly different paths to get there.

That explains ticket Owners and ticket Requestors.  I'd appreciate it if
you could do a similar schema to describe human female behaviour (without
using rand()!) ;)

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




From rt2trouble at morben.ca  Thu Feb 21 17:08:26 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Thu, 21 Feb 2002 14:08:26 -0800
Subject: [rt-users] Problems with scrips
Message-ID: <200202212208.g1LM8Wt27407@buffy.pacificcoast.net>

Here's my setup:

queue name = test
can send mail into queue = yes
scrips on queue =
>>>
Global:

Scrips OnCorrespond NotifyAllWatchers with template Correspondence 

Queue Scrips:

 OnTransaction NotifyRequestors with template Transaction 

 OnCreate AutoreplyToRequestors with template Autoreply 

 OnComment NotifyRequestors with template AdminComment 

 OnResolve NotifyRequestors with template Resolved 
>>>>

Global Scrip OnCorrespond works = yes
Everything else works = yes 

So I send a mail to test at foo.com and it hits the Queue.. No response e-mail is sent.
Then I open the ticket, take ownership, and comment on it. No e-mail sent.
Then I reply to the ticket with some unique text. No e-mail sent. (Normally works)
Then I resolve the ticket with some unique text. No e-mail sent.

So since the global scrip works by itself what/where am I missing/messing up with the test queue?
I just know it's something simple and embarrasing. ;)



From bruce at go-mol.com  Thu Feb 21 18:35:50 2002
From: bruce at go-mol.com (Bruce Riggins)
Date: Thu, 21 Feb 2002 15:35:50 -0800
Subject: [rt-users] RT Statistics Package
In-Reply-To: <200202212023.OAA03771@dresden.garmin.com>
Message-ID: <AFEAILGMDODHCFKHENHHKEODCFAA.bruce@go-mol.com>

Interesting. My copy of the package works fine, but the code is slightly
different:

% my $url = $RT::WebURL.'/chart?type=points&x_labels=[';
% my $i;
% $url .= join ",", (map {(int($_/2) == $_/2 && (++$i)%2) ? $_/2 : ""} grep
{$counts[$_]} 0..($#counts-1)), "longer";
% $url .= ']&';
% $url .= "marker_size=1&";
% $url .= "data1=[".(join ",", map { $_ || () } @counts)."]&";
% chop $url;
<IMG SRC="<% $url %>">


-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Beachey, Kendric
Sent: Thursday, February 21, 2002 12:23 PM
To: Request Tracker Users Mailing List
Subject: RE: [rt-users] RT Statistics Package


Hmmm, one thing I noticed:  the "time to resolution" page isn't drawing a
graph.  I checked the underlying html and saw a url for a graph, but it was
incomplete:


<img
SRC="/chart?type=lines&amp;x_labels=[Sat%2016,Sun%2017,Mon%2018,Tue%2019,Wed
%2020&amp;y_number_format=">


(Yes, it really says ampersand-amp-semicolon.)  Has anyone seen anything
like this?  I looked at the code that produces this, but all I could do was
scratch my head:


% my $url = '/chart?type=lines&x_labels=[';
% $url .= join ",", @{ shift @data };
% $url .= ']&';
% $url .= 'y_number_format=&';
% for (0..$#data) {
%  $url .= "data".(1+$_)."=[".(join ",", @{$data[$_]})."]&";
% }
% chop $url;
<IMG SRC="<% $url %>">



-----Original Message-----
From: Beachey, Kendric [mailto:Kendric.Beachey at garmin.com]
Sent: Thursday, February 21, 2002 11:26 AM
To: Request Tracker Users Mailing List
Subject: RE: [rt-users] RT Statistics Package


I concur, very very nice!
One slight clarification to Jim's comment on the webserver configuration:
If you really do use the *exact* configuration statements in the perldoc for
Apache::GD::Graph, you will need to edit each .html file in the Statistics
directory so that they define their urls in the pattern
$my_url = '/chart/blahblah'
instead of
$my_url = $RT::WebURL.'/chart/blahblah'
Which will allow other stuff on your server to use the charting functions
without having "rt" in the url.
The other option, of course, is to frob slightly the webserver configuration
so that it uses "/rt/chart" as the location instead of just "/chart" as
listed in the perldoc.
> -----Original Message-----
> From: Jim Meyer [mailto:purp at wildbrain.com]
> Sent: Thursday, February 21, 2002 10:24 AM
> To: Simon Cozens
> Cc: Request Tracker Users Mailing List; jesse at bestpractical.com
> Subject: Re: [rt-users] RT Statistics Package
>
>
> On Tue, 2002-02-19 at 06:04, Simon Cozens wrote:
> > Attached is a simple statistics package for RT. I'm
> planning on releasing
> > further versions with more complex data available in the
> future, but I
> > think this is cool enough to release for now. Simply drop
> it into your
> > RT HTML tree, and go to http://rt/Statistics/
>
> Very, very nice. A bit of work to install the
> Apache::GD::Graph bit as I
> had to snag a half-dozen other modules to satisfy the
> dependencies, but
> after installing the modules (and copying the config from `perldoc
> Apache::GD::Graph` into my server's config), it's working quite well.
> Oh, and I changed line 91 of CallsMultiqueue.html to:
>
> % my $url = "$RT::WebPath/chart?type=lines&x_labels=[";
>
> ...which should be suitable for all.
>
> Thanks for sharing your excellent work!
>
> --j, looking forward to frobbing this code endlessly.
> --
> Jim Meyer, Geek At Large
> purp at wildbrain.com
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>

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




From rt at netthink.co.uk  Thu Feb 21 19:19:18 2002
From: rt at netthink.co.uk (Simon Cozens)
Date: Fri, 22 Feb 2002 00:19:18 +0000
Subject: [rt-users] RT Statistics Package
In-Reply-To: <200202212023.OAA03771@dresden.garmin.com>
References: <200202212023.OAA03771@dresden.garmin.com>
Message-ID: <20020222001918.GA22915@netthink.co.uk>

Beachey, Kendric:
> Hmmm, one thing I noticed:  the "time to resolution" page isn't drawing a
> graph.  I checked the underlying html and saw a url for a graph, but it was
> incomplete:
> <IMG SRC="<% $url %>">
<IMG SRC="<% $url |n%>">

turns off HTML escaping.

-- 
I decided to spread the bad mood: Dress To Depress.
    - Red Drag Diva



From Chris.Shenton at hq.nasa.gov  Thu Feb 21 20:04:46 2002
From: Chris.Shenton at hq.nasa.gov (Chris Shenton)
Date: 21 Feb 2002 20:04:46 -0500
Subject: [rt-users] rt2 mailgate causes Perl "require" errors, tho ticket gets entered
Message-ID: <86lmdmjpht.fsf@Palimpsest.it.hq.nasa.gov>

This smells like a bad perl module installation on my part, but I
can't find the source of the area.  I've configured a qmail per the
installation instructions, e.g., ~alias/.qmail-sna-support contains:

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


When I submit via this alias, the ticket does get created, but qmail
logs an error generated by something Perl's trying to do:

  @400000003c73bad12cb050b4 delivery 582: success: syntax_error_at_(eval_46)_line_1,_near_"require_Mail::Mailer::/var/"/syntax_error_at_(eval_60)_line_1,_near_"require_Mail::Mailer::/var/"/did_0+0+1/


Piping a message from a file to mailgate generates a similar error:

  cshenton at Palimpsest(255> cat /tmp/rtmail |/usr/local/rt2/bin/rt-mailgate --queue sna --action correspond
  syntax error at (eval 46) line 1, near "require Mail::Mailer::/var/"
  syntax error at (eval 60) line 1, near "require Mail::Mailer::/var/"


I've grepped for this code snippet in all the places I can think of:

  /usr/local/rt2 
  /usr/libdata/perl       [FreeBSD's core library install dir]
  /usr/local/lib/perl5    [optionally-installed modules]

but I can't find where this is coming from.  I have a suspiscioin it's
not occurring on the submit, but rather when RT tries to send out an
email notice, but I'm a newbie to RT and not sure what it's supposed
to be doing.

Any suggestions on how to debug this and track down the source of the
error?  What's this error causing to fail if the ticket is getting
entered? 

Thanks.



From mrz at intelenet.net  Thu Feb 21 20:54:13 2002
From: mrz at intelenet.net (matthew zeier)
Date: Thu, 21 Feb 2002 17:54:13 -0800
Subject: screen shots ? Re: [rt-users] RT Statistics Package
References: <20020219140418.GA9619@netthink.co.uk>
Message-ID: <02ad01c1bb43$d3f6bbd0$7a180a0a@MRZTP>

Has anyone had a chance to put some screen shots up of this package?

- mz




From mwatson at office.netspace.net.au  Thu Feb 21 21:06:24 2002
From: mwatson at office.netspace.net.au (Matthew Watson)
Date: Fri, 22 Feb 2002 13:06:24 +1100
Subject: screen shots ? Re: [rt-users] RT Statistics Package
In-Reply-To: <02ad01c1bb43$d3f6bbd0$7a180a0a@MRZTP>
Message-ID: <FCEEINDILJOBHBHAPOJPIEHECGAA.mwatson@office.netspace.net.au>

I can put up some screen shots of it WITHOUT the graphs if anyone is that
interested in it (but can be bothered downloading and installing...)

but I ahven't got around to getting the graphs going yet.

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of matthew zeier
> Sent: Friday, 22 February 2002 12:54 PM
> To: rt-users at lists.fsck.com
> Subject: screen shots ? Re: [rt-users] RT Statistics Package
>
>
>
> Has anyone had a chance to put some screen shots up of this package?
>
> - mz
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users




From Dave.Ewart at cancer.org.uk  Fri Feb 22 04:52:45 2002
From: Dave.Ewart at cancer.org.uk (Dave Ewart)
Date: Fri, 22 Feb 2002 09:52:45 +0000
Subject: [rt-users] Re: Can you help with this minor hack?
In-Reply-To: <Pine.LNX.4.44.0202212052120.23737-100000@x22.ripe.net>
References: <20020221162213.B1037@nemesis.ox.icnet.uk> <Pine.LNX.4.44.0202212052120.23737-100000@x22.ripe.net>
Message-ID: <20020222095245.F1037@nemesis.ox.icnet.uk>

On Thursday, 21.02.2002 at 21:05 +0100, Bruce Campbell wrote:

> On Thu, 21 Feb 2002, Dave Ewart wrote:
> 
> > <%$Ticket->Requestors->EmailsAsString%>
> 
> At a rough guess, try:
> 
> % my $requestors = $Ticket->Requestors;
> % while( my $this_requestor = $requestors->Next ){
> %     if( defined( $this_requestor->OwnerObj ) ){
> 	<% $this_requestor->OwnerObj->RealName %>
> %     }
> % }
> 
> Of course, <% $Ticket->Requestors->First->OwnerObj->RealName %> might not
> work either.  I need caffiene to get to sleep.

That does the trick, Bruce, many thanks.  And thanks for the schema
elsewhere is this thread - that might help my understanding of the
source a little!

Cheers,

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 bruce_campbell at ripe.net  Fri Feb 22 04:55:31 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 22 Feb 2002 10:55:31 +0100 (CET)
Subject: [rt-users] rt2 mailgate causes Perl "require" errors, tho ticket
 gets entered
In-Reply-To: <86lmdmjpht.fsf@Palimpsest.it.hq.nasa.gov>
Message-ID: <Pine.LNX.4.44.0202221051230.23737-100000@x22.ripe.net>

On 21 Feb 2002, Chris Shenton wrote:

>   cshenton at Palimpsest(255> cat /tmp/rtmail |/usr/local/rt2/bin/rt-mailgate --queue sna --action correspond
>   syntax error at (eval 46) line 1, near "require Mail::Mailer::/var/"
>   syntax error at (eval 60) line 1, near "require Mail::Mailer::/var/"

You have '/var/' in your RT config.pm somewhere, possible as part of
$MailCommand or $SendmailArguments.

You won't find a grep match in your source, as RT::Action::Sendmail is
sending it as $MIMEObj->send($RT::MailCommand in the Commit().

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




From francisv at dagupan.com  Fri Feb 22 05:05:40 2002
From: francisv at dagupan.com (francisv at dagupan.com)
Date: Fri, 22 Feb 2002 18:05:40 +0800
Subject: [rt-users] Deleting groups
Message-ID: <10F29E27A956D511B0940050DA8D86A9340FA0@apmail.dagupan.com>

Hi,

How do you delete groups from the rt admin interface?

---
 francis a. vidal [bitstop network services] | http://www.dagupan.com
 streaming media + web hosting               | http://www.keystone.ph
 v(02)330-2871,(02)330-2872; f(02)330-2873   | http://www.kuro.ph 




From smylers at gbdirect.co.uk  Fri Feb 22 05:20:22 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Fri, 22 Feb 2002 10:20:22 +0000 (GMT)
Subject: [rt-users] Deleting groups
In-Reply-To: <10F29E27A956D511B0940050DA8D86A9340FA0@apmail.dagupan.com>
Message-ID: <Pine.LNX.4.44.0202221016330.31801-100000@tiger.gbdirect.co.uk>

francisv at dagupan.com wrote:

> How do you delete groups from the rt admin interface?

Remove all members from it, ungrant any permissions that it has, rename
it to "spare" and change its description to "please reuse this group
rather than creating a new one" ...

It isn't exactly ideal, but it works.

Smylers





From Kendric.Beachey at garmin.com  Fri Feb 22 09:36:51 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Fri, 22 Feb 2002 08:36:51 -0600
Subject: [rt-users] RT Statistics Package
Message-ID: <200202221436.IAA01656@dresden.garmin.com>

Ah, sorry, I should have been more specific.  This is in Resolution.html,
aka the "Average Time To Resolution" report.  The snippet you posted is from
TimeToResolve.html, aka the "Time To Resolution" report.

> -----Original Message-----
> From: Bruce Riggins [mailto:bruce at go-mol.com]
> Sent: Thursday, February 21, 2002 5:36 PM
> To: Beachey, Kendric; Request Tracker Users Mailing List
> Subject: RE: [rt-users] RT Statistics Package
> 
> 
> Interesting. My copy of the package works fine, but the code 
> is slightly
> different:
> 
> % my $url = $RT::WebURL.'/chart?type=points&x_labels=[';
> % my $i;
> % $url .= join ",", (map {(int($_/2) == $_/2 && (++$i)%2) ? 
> $_/2 : ""} grep
> {$counts[$_]} 0..($#counts-1)), "longer";
> % $url .= ']&';
> % $url .= "marker_size=1&";
> % $url .= "data1=[".(join ",", map { $_ || () } @counts)."]&";
> % chop $url;
> <IMG SRC="<% $url %>">
> 
> 
> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Beachey, Kendric
> Sent: Thursday, February 21, 2002 12:23 PM
> To: Request Tracker Users Mailing List
> Subject: RE: [rt-users] RT Statistics Package
> 
> 
> Hmmm, one thing I noticed:  the "time to resolution" page 
> isn't drawing a
> graph.  I checked the underlying html and saw a url for a 
> graph, but it was
> incomplete:
> 
> 
> <img
> SRC="/chart?type=lines&amp;x_labels=[Sat%2016,Sun%2017,Mon%201
> 8,Tue%2019,Wed
> %2020&amp;y_number_format=">
> 
> 
> (Yes, it really says ampersand-amp-semicolon.)  Has anyone 
> seen anything
> like this?  I looked at the code that produces this, but all 
> I could do was
> scratch my head:
> 
> 
> % my $url = '/chart?type=lines&x_labels=[';
> % $url .= join ",", @{ shift @data };
> % $url .= ']&';
> % $url .= 'y_number_format=&';
> % for (0..$#data) {
> %  $url .= "data".(1+$_)."=[".(join ",", @{$data[$_]})."]&";
> % }
> % chop $url;
> <IMG SRC="<% $url %>">
> 
> 
> 
> -----Original Message-----
> From: Beachey, Kendric [mailto:Kendric.Beachey at garmin.com]
> Sent: Thursday, February 21, 2002 11:26 AM
> To: Request Tracker Users Mailing List
> Subject: RE: [rt-users] RT Statistics Package
> 
> 
> I concur, very very nice!
> One slight clarification to Jim's comment on the webserver 
> configuration:
> If you really do use the *exact* configuration statements in 
> the perldoc for
> Apache::GD::Graph, you will need to edit each .html file in 
> the Statistics
> directory so that they define their urls in the pattern
> $my_url = '/chart/blahblah'
> instead of
> $my_url = $RT::WebURL.'/chart/blahblah'
> Which will allow other stuff on your server to use the 
> charting functions
> without having "rt" in the url.
> The other option, of course, is to frob slightly the 
> webserver configuration
> so that it uses "/rt/chart" as the location instead of just 
> "/chart" as
> listed in the perldoc.
> > -----Original Message-----
> > From: Jim Meyer [mailto:purp at wildbrain.com]
> > Sent: Thursday, February 21, 2002 10:24 AM
> > To: Simon Cozens
> > Cc: Request Tracker Users Mailing List; jesse at bestpractical.com
> > Subject: Re: [rt-users] RT Statistics Package
> >
> >
> > On Tue, 2002-02-19 at 06:04, Simon Cozens wrote:
> > > Attached is a simple statistics package for RT. I'm
> > planning on releasing
> > > further versions with more complex data available in the
> > future, but I
> > > think this is cool enough to release for now. Simply drop
> > it into your
> > > RT HTML tree, and go to http://rt/Statistics/
> >
> > Very, very nice. A bit of work to install the
> > Apache::GD::Graph bit as I
> > had to snag a half-dozen other modules to satisfy the
> > dependencies, but
> > after installing the modules (and copying the config from `perldoc
> > Apache::GD::Graph` into my server's config), it's working 
> quite well.
> > Oh, and I changed line 91 of CallsMultiqueue.html to:
> >
> > % my $url = "$RT::WebPath/chart?type=lines&x_labels=[";
> >
> > ...which should be suitable for all.
> >
> > Thanks for sharing your excellent work!
> >
> > --j, looking forward to frobbing this code endlessly.
> > --
> > Jim Meyer, Geek At Large
> > purp at wildbrain.com
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
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From Kendric.Beachey at garmin.com  Fri Feb 22 09:40:10 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Fri, 22 Feb 2002 08:40:10 -0600
Subject: [rt-users] RT Statistics Package
Message-ID: <200202221440.IAA03552@dresden.garmin.com>

> From: Simon Cozens [mailto:rt at netthink.co.uk]
> 
> Beachey, Kendric:
> > Hmmm, one thing I noticed:  the "time to resolution" page 
> isn't drawing a
> > graph.  I checked the underlying html and saw a url for a 
> graph, but it was
> > incomplete:
> > <IMG SRC="<% $url %>">
> <IMG SRC="<% $url |n%>">
> 
> turns off HTML escaping.

Thanks for the tip, but the stuff in $url is still missing about half the
information it should include.



From darren at boston.com  Fri Feb 22 10:05:05 2002
From: darren at boston.com (darren chamberlain)
Date: Fri, 22 Feb 2002 10:05:05 -0500
Subject: [rt-users] RT Statistics Package
In-Reply-To: <1014132317.16686.330.camel@brockrigg.onyx.net>
References: <20020219140418.GA9619@netthink.co.uk> <1014129891.1752.321.camel@brockrigg.onyx.net> <15474.26375.405601.606099@perdix.cse.buffalo.edu> <20020219150000.GB10138@netthink.co.uk> <1014131008.16686.327.camel@brockrigg.onyx.net> <15474.27212.944400.747678@perdix.cse.buffalo.edu> <1014132317.16686.330.camel@brockrigg.onyx.net>
Message-ID: <20020222150505.GF8891@boston.com>

Quoting Simon Woodward <sw-lists at onyx.net> [19 Feb-02 10:31]:
> > Same here.  I thought that was the first thing I tried, but apparently
> > not.  The graphs look nice!  :-)
> 
> I wanna see, I wanna see ;-) ... (still not working)
> 
> <VirtualHost ###.###.###.###>
>     ServerAdmin webmaster at onyx.net
>     DocumentRoot /usr/local/rt2/WebRT/html
>     ServerName ###.###.###
>     PerlModule Apache::DBI
>     PerlRequire /usr/local/rt2/bin/webmux.pl
>     SetHandler perl-script
>     <Directory /usr/local/rt2/stats>
>         SetHandler cgi-script
>         DirectoryIndex index.cgi
>     </Directory>
>     <Location /chart>
>         SetHandler perl-script
>         PerlHandler +Apache::GD::Graph
>     </Location>
>     PerlHandler RT::Mason
>     Options ExecCGI FollowSymLinks
>     ErrorLog /usr/local/apache/logs/ticket.error.log
>     CustomLog /usr/local/apache/logs/ticket.access.log common
> </VirtualHost>
> 
> [Tue Feb 19 15:10:12 2002] [error] Undefined subroutine
> &Apache::GD::Graph::handler called.
> 
> :-(
> 
> Tips/thoughts/comments/suggestions/ideas ?

Be sure you add:

PerlModule Apache::GD::Graph

and stop/start your server.

(darren)

-- 
One man's "magic" is another man's engineering.
"Supernatural" is a null word.
    -- Robert Heinlein



From Chris.Shenton at hq.nasa.gov  Fri Feb 22 11:06:28 2002
From: Chris.Shenton at hq.nasa.gov (Chris Shenton)
Date: 22 Feb 2002 11:06:28 -0500
Subject: [rt-users] rt2 mailgate causes Perl "require" errors, tho ticket gets entered
In-Reply-To: <Pine.LNX.4.44.0202221051230.23737-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0202221051230.23737-100000@x22.ripe.net>
Message-ID: <864rk9jybf.fsf@Palimpsest.it.hq.nasa.gov>

On 21 Feb 2002, Chris Shenton wrote:

>   syntax error at (eval 60) line 1, near "require Mail::Mailer::/var/"


Bruce Campbell <bruce_campbell at ripe.net> writes:

> You have '/var/' in your RT config.pm somewhere, possible as part of
> $MailCommand or $SendmailArguments.

That's it!  I'm using qmail and figured I had to specify the path to
it's "sendmail wrapper":

    $MailCommand = '/var/qmail/bin/sendmail';

But I was concerned that it without the full path, it would find the
olde, stock sendmail.  So how do I specify the path to the wrapper in
/var/qmail/bin/sendmail? Later in the config.pm, it says:

    # !! If you did not # select 'sendmailpipe' above, this has no effect!!
    $SendmailPath = "/usr/sbin/sendmail";

And since I'm not using sendmailpipe I can't change it here.

Sorry if I'm being dense, I'm just not clear on this.

Thanks!



From bruce_campbell at ripe.net  Fri Feb 22 11:15:14 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 22 Feb 2002 17:15:14 +0100 (CET)
Subject: [rt-users] rt2 mailgate causes Perl "require" errors, tho ticket
 gets entered
In-Reply-To: <864rk9jybf.fsf@Palimpsest.it.hq.nasa.gov>
Message-ID: <Pine.LNX.4.44.0202221706480.23737-100000@x22.ripe.net>

On 22 Feb 2002, Chris Shenton wrote:

> On 21 Feb 2002, Chris Shenton wrote:
>
> >   syntax error at (eval 60) line 1, near "require Mail::Mailer::/var/"
>
> Bruce Campbell <bruce_campbell at ripe.net> writes:
>
> > You have '/var/' in your RT config.pm somewhere, possible as part of
> > $MailCommand or $SendmailArguments.
>
> That's it!  I'm using qmail and figured I had to specify the path to
> it's "sendmail wrapper":
>
>     $MailCommand = '/var/qmail/bin/sendmail';
>
> But I was concerned that it without the full path, it would find the
> olde, stock sendmail.  So how do I specify the path to the wrapper in
> /var/qmail/bin/sendmail? Later in the config.pm, it says:
>
>     # !! If you did not # select 'sendmailpipe' above, this has no effect!!
>     $SendmailPath = "/usr/sbin/sendmail";
>
> And since I'm not using sendmailpipe I can't change it here.
>
> Sorry if I'm being dense, I'm just not clear on this.

Ok, up goes RT's hood again.  The quick answer is to use sendmailpipe in
$MailCommand, and ensure that $SendmailPath points to qmail's sendmail
interface (I'm no longer a qmail guru, so I'll point you to
www.fsck.com/rtfm/ for you search for 'qmail')

When you send as 'sendmail', you are invoking Mail::Mailer.  A perldoc on
this will show you PERL_MAILERS which you could conceivably put in RT's
config.pm ( $ENV{PERL_MAILERS} = examples there ) if your install of
Mail::Mailer doesn't know about the Qmail installation.

The easiest is possibly symbolic linking the common locations of the
sendmail binary (/usr/{lib,sbin}/sendmail) to /var/qmail/bin/sendmail .

Since you're from Nasa, could you redo the April 4 launch to that weekend?
I'd hate to miss out on seeing it ;)

Regards,


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





From Kendric.Beachey at garmin.com  Fri Feb 22 11:59:02 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Fri, 22 Feb 2002 10:59:02 -0600
Subject: [rt-users] Avg Time To Resolve graphing troubles fixed! (was RE: [rt-users]
 RT Statistics Package)
Message-ID: <200202221659.KAA03828@dresden.garmin.com>

> From: Beachey, Kendric [mailto:Kendric.Beachey at garmin.com]
> 
> Hmmm, one thing I noticed:  the "time to resolution" page 
> isn't drawing a
> graph.  I checked the underlying html and saw a url for a 
> graph, but it was
> incomplete:
> 
> 
> <img
> SRC="/chart?type=lines&amp;x_labels=[Sat%2016,Sun%2017,Mon%201
> 8,Tue%2019,Wed
> %2020&amp;y_number_format=">
> 
> 
> (Yes, it really says ampersand-amp-semicolon.)  Has anyone 
> seen anything
> like this?  I looked at the code that produces this, but all 
> I could do was
> scratch my head:
> 
> 
> % my $url = '/chart?type=lines&x_labels=[';
> % $url .= join ",", @{ shift @data };
> % $url .= ']&';
> % $url .= 'y_number_format=&';
> % for (0..$#data) {
> %  $url .= "data".(1+$_)."=[".(join ",", @{$data[$_]})."]&";
> % }
> % chop $url;
> <IMG SRC="<% $url %>">

(Simon suggested changing that last line to <img src="<% url |n%>".)

I realized that when I ask Mozilla to show me the source of a page, it
doesn't show me the source it used to draw the page I'm looking at.
Instead, it makes a fresh server query and shows me what comes back.  And in
the case of any form that uses the POST method, it forgets to include the
form data.  So what I usually end up seeing is some kind of error page.

In this case, though, it returns something that looks like the normal page,
but it's just using a couple of default values fo r the form, I think, and
has no actual data.  That's how the graph URL above was left half-baked.

I re-hit the report page specifying the parameters in the URL, GET-style
(i.e. http://blah/Statistics/Resolution.html?queue=6&max=10), and then I did
View Source again.

This time I saw a chart call that at least went all the way to the end:

/chart?type=lines&x_labels=[Tue%2012,Wed%2013,Thu%2014,Fri%2015,Sat%2016,Sun
%2017,Mon%2018,Tue%2019,Wed%2020,Thu%2021]&y_number_format=&data1=[27,4118,3
00330,,,10564,54277]

I tried hitting that URL directly, which usually just shows a graph all by
itself, like when you do "View Image" on a picture in a web site.  But
instead it complained with a bluish error page, saying the number of data
points and the number of x-axis labels were not equal.  I counted, and sure
enough, there are 10 labels but only 7 data points.  I added a few more fake
data points to the URL and tried again, and then the graph came up fine.

Why would it leave out some data points?  I tried it again with different
values for max, and each time it was short by three data points.  Hmmm.

I looked at the actual data, and slowly the light bulb began to grow
brighter above my head.  For the last three days, no tickets have been
resolved in this queue.  So the "time to resolve" for those days is listed
as "N/A".  There were some other "N/A" days in the middle of the data too,
and they show up in the data1 array above as commas with nothing between
them.  Could the script just be leaving out those last three data points?

I created a quick dummy ticket in my queue and resolved it right away, and
went back to view the report again.  Now the graph shows up!  But the next
time we get a day where no tickets are resolved in the queue, the graph will
disappear again.

Apparently, some parts of the script understand that there are $max data
points, but other parts somehow miss out on any data points that are N/A at
the end of the data set.  I found that the time-to-resolve part of the data
set is computed and stored in this block of code, which is the part that
displays the last column in the table on the report page:


  <td align=right>
%    if ($tix->Count) {
%       my @tix = @{$tix->ItemsArrayRef};
%       my $total;
%       $total += ($_->ResolvedObj->Unix - $_->CreatedObj->Unix) for @tix;
%       my $average = int ($total / @tix);
     <& DurationAsString, Duration => $average &>
%    $data[$x++][$d] = $average;
%    } else {
      N/A
%    }
  </td>


Aha!  "If I have some tickets in my hand (I'd guess these are the ones that
were resolved for a given day), do some math, display a value, and store the
value.  Otherwise, just display 'N/A'."  So if there were no tickets
resolved for a given day, we skip the part where we store data for later.
Woops!  To partly let Simon off the hook, I'm sure his RT instance gets a
lot more action than mine, and he probably never has a day go by without at
least one ticket getting resolved.

So I decided to use zero as my value for when there were no tickets resolved
in a day, and I made this change:


  <td align=right>
%    if ($tix->Count) {
%       my @tix = @{$tix->ItemsArrayRef};
%       my $total;
%       $total += ($_->ResolvedObj->Unix - $_->CreatedObj->Unix) for @tix;
%       my $average = int ($total / @tix);
     <& DurationAsString, Duration => $average &>
%    $data[$x++][$d] = $average;
%    } else {
%    $data[$x++][$d] = 0; #   <--- added this line
      N/A
%    }
  </td>


And presto, the report now works, even for my "just testing" queues that lay
idle for months at a time.
--
Kendric Beachey



From gary.stainburn at ringways.co.uk  Fri Feb 22 13:21:28 2002
From: gary.stainburn at ringways.co.uk (Gary Stainburn)
Date: Fri, 22 Feb 2002 18:21:28 +0000
Subject: [rt-users] Cannot create group
Message-ID: <E16eK3k-0002Zo-00@stan.ringways.co.uk>

Hi all,

Every time I try to create a new group, I get the following.  Has anyone got 
any ideas?

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


raw_error


raw error:  


error while executing /Admin/Queues/Modify.html [standard]:
Bizarre copy of HASH in aassign at /usr/lib/perl5/5.6.0/Carp/Heavy.pm line 
79, line 50.

-- 
Gary Stainburn
 
This email does not contain private or confidential material as it
may be snooped on by interested government parties for unknown
and undisclosed purposes - Regulation of Investigatory Powers Act, 2000     



From mrz at intelenet.net  Fri Feb 22 13:31:04 2002
From: mrz at intelenet.net (matthew zeier)
Date: Fri, 22 Feb 2002 10:31:04 -0800
Subject: [rt-users] subject changed to hash ?
Message-ID: <00d601c1bbcf$16649740$7a180a0a@MRZTP>

I tried killing a couple tickets from the command line and got the
following:

boris# /opt/rt2/bin/rt --id=115 --status=dead
Bad RFC822 field name '  Use On Staging Status Changed To'
 at /opt/rt2/lib/RT/Template.pm line 297
Ticket killed by root


The email I got from RT has the subject as a hash.  Any clues what went
wrong?

Fri Feb 22 10:29:04 2002: Request 115 was acted upon.
Transaction: Ticket killed by root
       Queue: Managed Services
     Subject: HASH(0x7e6bc4)
       Owner: mrz
  Requestors: blah at balh.com
      Status: dead

--
matthew zeier - "I think there is a world market for about five
computers." - Thomas J. Watson of IBM (1943)





From alesh at opensource-technologies.com  Fri Feb 22 16:03:02 2002
From: alesh at opensource-technologies.com (alesh at opensource-technologies.com)
Date: Fri, 22 Feb 2002 22:03:02 +0100 (CET)
Subject: [rt-users] subject changed to hash ?
In-Reply-To: <00d601c1bbcf$16649740$7a180a0a@MRZTP>
Message-ID: <Pine.LNX.4.44.0202222202110.21216-100000@pleiades.domenca.com>

Check the subject line of the template with which this was sent, it
should be something like:

Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject
given)"}

Note the { } ! As I recall I had one too many there and the problem was
the same.

A.

On Fri, 22 Feb 2002, matthew zeier wrote:

> Date: Fri, 22 Feb 2002 10:31:04 -0800
> From: matthew zeier <mrz at intelenet.net>
> To: rt-users at lists.fsck.com
> Subject: [rt-users] subject changed to hash ?
>
>
> I tried killing a couple tickets from the command line and got the
> following:
>
> boris# /opt/rt2/bin/rt --id=115 --status=dead
> Bad RFC822 field name '  Use On Staging Status Changed To'
>  at /opt/rt2/lib/RT/Template.pm line 297
> Ticket killed by root
>
>
> The email I got from RT has the subject as a hash.  Any clues what went
> wrong?
>
> Fri Feb 22 10:29:04 2002: Request 115 was acted upon.
> Transaction: Ticket killed by root
>        Queue: Managed Services
>      Subject: HASH(0x7e6bc4)
>        Owner: mrz
>   Requestors: blah at balh.com
>       Status: dead
>
> --
> matthew zeier - "I think there is a world market for about five
> computers." - Thomas J. Watson of IBM (1943)
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From spedersen at cspeed.com  Fri Feb 22 17:23:36 2002
From: spedersen at cspeed.com (Shannon Pedersen)
Date: Fri, 22 Feb 2002 14:23:36 -0800
Subject: [rt-users] Keyword display in query?
Message-ID: <DC250798D1BCCC47AA4D01D96D2107C82E39F0@dcsjcalpha.cspeed.com>

Is it possible to have the actual keyword(s) displayed when you do a
search?  

I've tried to alter %WebOptions in config.pm, but can't come up with the
appropriate code.
I've tried several things, and all I've gotten are either Mason errors
or httpd failing to restart due to what is obviously my lack of proper
syntax.

Does anyone know how to do this?

Thanks,

Shannon Pedersen



From grega.milcinski at ijs.si  Fri Feb 22 17:28:11 2002
From: grega.milcinski at ijs.si (Grega Milcinski)
Date: Fri, 22 Feb 2002 23:28:11 +0100
Subject: [rt-users] enhanced-mailgate
Message-ID: <00b601c1bbf0$397700d0$0101a8c0@WWWEED>

I found this add-on on your web page, but do not know, hot to install it.
Can anybody help me?

Regards
Grega
-----------------------------------------------
Grega Milcinski
E-mail: grega.milcinski at s5.net




From rt2trouble at morben.ca  Fri Feb 22 18:22:57 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Fri, 22 Feb 2002 15:22:57 -0800
Subject: [rt-users] enhanced-mailgate
In-Reply-To: <00b601c1bbf0$397700d0$0101a8c0@WWWEED>
References: <00b601c1bbf0$397700d0$0101a8c0@WWWEED>
Message-ID: <200202222323.g1MNN4t23247@buffy.pacificcoast.net>

Are you against using exim for mail? I tried to implement the enhanced 
mailgate only to find out that I'd have to leave sendmail behind if I did. It 
broke the deal for my install and I'm investigating other options now.

On February 22, 2002 02:28 pm, you wrote:
> I found this add-on on your web page, but do not know, hot to install it.
> Can anybody help me?
>
> Regards
> Grega
> -----------------------------------------------
> Grega Milcinski
> E-mail: grega.milcinski at s5.net
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From simon at netthink.co.uk  Thu Feb 21 11:51:04 2002
From: simon at netthink.co.uk (Simon Cozens)
Date: Thu, 21 Feb 2002 16:51:04 +0000
Subject: [rt-users] RT Statistics Package
In-Reply-To: <1014308643.15109.537.camel@labyrinth.wildbrain.com>
References: <20020219140418.GA9619@netthink.co.uk> <1014308643.15109.537.camel@labyrinth.wildbrain.com>
Message-ID: <20020221165104.GA20254@netthink.co.uk>

Jim Meyer:
> Thanks for sharing your excellent work!
> --j, looking forward to frobbing this code endlessly.

Please feel free to send me frobs. I won't have time to work any more
queries for a while, but I'd like to maintain this.

-- 
"A word to the wise: a credentials dicksize war is usually a bad idea on the
net."
(David Parsons in c.o.l.development.system, about coding in C.)



From matthew.disney at fedex.com  Fri Feb 22 18:36:28 2002
From: matthew.disney at fedex.com (Matt Disney)
Date: Fri, 22 Feb 2002 17:36:28 -0600
Subject: [rt-users] enhanced-mailgate 
In-Reply-To: <200202222323.g1MNN4t23247@buffy.pacificcoast.net> 
References: <00b601c1bbf0$397700d0$0101a8c0@WWWEED> <200202222323.g1MNN4t23247@buffy.pacificcoast.net>
Message-ID: <200202222335.g1MNZtN03988@nfsb.ecdev.fedex.com>

Actually, I'm using enhanced-mailgate with Sun's standard sendmail 
config right now. What problems did you run into? 

I commented out a bunch of stuff to work around PGP. I still haven't
put it into "production" yet, but it appears to work like a charm. I'm
trying to figure out if I want the PGP or not. I must admit that I
spent a few hours on it and was unable to get the unmodified (except
for obvious important variables at the top) enhanced-mailgate to work.
It could never get the "CurrentUserAuth" or "CurrentUser" from the
GetCurrentUserFromPGPSignature (or something like that) subroutine.  I
did this all just yesterday actually. 

Matt


RT2 Troubles writes:
>Are you against using exim for mail? I tried to implement the enhanced 
>mailgate only to find out that I'd have to leave sendmail behind if I did. It 
>broke the deal for my install and I'm investigating other options now.
>
>On February 22, 2002 02:28 pm, you wrote:
>> I found this add-on on your web page, but do not know, hot to install it.
>> Can anybody help me?
>>
>> Regards
>> Grega
>> -----------------------------------------------
>> Grega Milcinski
>> E-mail: grega.milcinski at s5.net
>>
>>
>> _______________________________________________
>> rt-users mailing list
>> rt-users at lists.fsck.com
>> http://lists.fsck.com/mailman/listinfo/rt-users
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>



From rob at myinternetplace.net  Sun Feb 24 01:13:32 2002
From: rob at myinternetplace.net (Rob Walker)
Date: 23 Feb 2002 22:13:32 -0800
Subject: [rt-users] color of tickets based on priority
Message-ID: <1014531213.28059.241.camel@biffhero-laptop>

Does anyone out there have patches to color tickets based on priority? 
I know that the flexibility of RT hurts us here, as with keystone (where
I am getting the idea from) the priorities are set for you, with 10 low
and 1 high.  Here is a screenshot of what I am talking about.

http://keystone.whitepj.net/images/screencap-slipchildren.gif

This is linked to from 

http://keystone.whitepj.net/screenshots.html

The screenshots there don't really do my suggestion justice.  I can bare
my soul, so look at  http://www.myinternetplace.net/~rob/pix/keystone/
for the main shot of a keystone install we are using for home.

Also, if anyone wants to get a keystone account there, just let me
know.  I trust you all enough to use it for the betterment of RT.  :-)

rob




From rt at netthink.co.uk  Sun Feb 24 05:56:28 2002
From: rt at netthink.co.uk (Simon Cozens)
Date: Sun, 24 Feb 2002 10:56:28 +0000
Subject: [rt-users] color of tickets based on priority
In-Reply-To: <1014531213.28059.241.camel@biffhero-laptop>
References: <1014531213.28059.241.camel@biffhero-laptop>
Message-ID: <20020224105628.GA1345@netthink.co.uk>

Rob Walker:
> Does anyone out there have patches to color tickets based on priority? 

Yes. I'll dig out a diff on Monday.

-- 
... though the Japanese must be the most stupid people... I'm sure I
read somewhere that Tokyo has the densest population in the world...
    - Gid Holyoake, sdm.



From darren at dazza.org  Sun Feb 24 12:27:09 2002
From: darren at dazza.org (Darren Nickerson)
Date: Sun, 24 Feb 2002 12:27:09 -0500
Subject: [rt-users] two domains, one RT? 
In-Reply-To: Message from Bruce Campbell <bruce_campbell@ripe.net> 
   of "Mon, 18 Feb 2002 18:20:57 +0100." <Pine.LNX.4.44.0202181810510.23737-100000@x22.ripe.net> 
Message-ID: <20020224172714.F332B5F8F9@hewes.dazza.org>


>>>>> On Mon, 18 Feb 2002,"Bruce" == Bruce Campbell wrote:

  Bruce> On Mon, 18 Feb 2002, Darren Nickerson wrote:

  +> I'd like to setup RT for two projects I support - www.hylafax.org and
  +> www.tpc.int. I normally host everything from these two domains on one server,
  +> and so I'm wondering how practical it's going to be to have two separate RT
  +> installations running on the same box.

  Bruce> Your first option should be:

  Bruce> Can I run the same RT2 installation, and just have different queue
  Bruce> names (with corresponding changes to the submission address) ?

  Bruce> Note that in such a setup, you will share the same ticket number space
  Bruce> (not really a problem, but the tag ($rtname) will be the same in both
  Bruce> cases.  If you want a different tag for each queue, you can hack the code,
  Bruce> or effectively have two seperate installations.)

  +> Are there any alternatives to installing RT twice, in

  +> /usr/local/rt2-hylafax/
  +> /usr/local/rt2-tpc/

  +> complete with two separate databases?

  Bruce> If you want to run seperate RT2 databases, then I'd suggest installing RT2
  Bruce> into /usr/local/rt2, then create two seperate config files, as per:

  Bruce> /usr/local/rt2/etc/tpc/config.pm
  Bruce> /usr/local/rt2/etc/hylafax/config.pm

  Bruce> You then need to create two seperate Virtualhost directives, changing
  Bruce> /usr/local/rt2/etc to /usr/local/rt2/etc/{tpc,hylafax} as appropriate.
  Bruce> Finally, create /usr/local/rt2/bin/{tpc,hylafax}-webmux.pl from
  Bruce> /usr/local/rt2/bin/webmux.pl, changing the lib directories within as
  Bruce> appropriate.

  Bruce> Repeat the excercise for /usr/local/rt2/bin/rt-mailgate.  Presto - two
  Bruce> installations sharing the RT libraries.  Or you could just symlink away ;)


Well, I finally had a chance to take a crack at this. It occurred to me that
I might like to upgrade/customize the RT installations separately, and so it
made sense not to co-mingle the components at all. I installed two completely
independent RT installations, in:


	/usr/local/rt2-tpc
and
	/usr/local/rt2-hyla

Here's apache's two VirtualHost containers:

<VirtualHost 216.152.199.8>
ServerName support.tpc.int
ServerAdmin tpcadmin at tpc.int
ErrorLog logs/support.tpc.int-error_log
CustomLog logs/support.tpc.int-access_log common
DocumentRoot /usr/local/rt2-tpc/WebRT/html
PerlModule Apache::DBI
PerlFreshRestart On
PerlRequire /usr/local/rt2-tpc/bin/webmux.pl
<Location />
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
</VirtualHost>

<VirtualHost 216.152.199.8>
ServerName support.hylafax.org
ServerAdmin webmaster at hylafax.org
ErrorLog logs/support.hylafax.org-error_log
CustomLog logs/support.hylafax.org-access_log common
DocumentRoot /var/www/vhosts/support.hylafax.org/html
    <Directory "/var/www/vhosts/support.hylafax.org/html">
	Options None
	AllowOverride None
    	Order allow,deny
    	Allow from all
    </Directory>
PerlModule Apache::DBI
PerlFreshRestart On
PerlRequire /usr/local/rt2-hyla/bin/webmux.pl
Alias /rt/ /usr/local/rt2-hyla/WebRT/html/
<Location /rt>
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
</VirtualHost>

apachestl configtest reports:

[root at polaris rt-2-0-11]# apachectl configtest
Subroutine SetContentType redefined at /usr/local/rt2-hyla/bin/webmux.pl line 88.
Subroutine CGIObject redefined at /usr/local/rt2-hyla/bin/webmux.pl line 93.
Subroutine handler redefined at /usr/local/rt2-hyla/bin/webmux.pl line 122.
Syntax OK

which is a bit worrying, but apparently non-fatal.

Sadly, when this config is activated in apache only the first virtual host container gives a functional RT. The second one gives:

==> /var/log/httpd/support.hylafax.org-error_log <==
[Sun Feb 24 08:21:27 2002] [warn] [Mason] Cannot resolve file to component: /usr/local/rt2-hyla/WebRT/html/index.html (is file outside component root?)

Reversing the order of the VirtualHost containers does not help - again the second one fails with:

==> /var/log/httpd/support.hylafax.org-error_log <==
[Sun Feb 24 08:24:15 2002] [warn] [Mason] Cannot resolve file to component: /usr/local/rt2-hyla/WebRT/html/index.html (is file outside component root?)


Am I missing something obvious, or is it going to be impossible to run RT2 from two different VirtualHosts which don't share a common DocumentRoot?

-Darren





From del at obsidian.com  Sun Feb 24 14:12:30 2002
From: del at obsidian.com (del)
Date: Sun, 24 Feb 2002 14:12:30 -0500
Subject: [rt-users] Installing Rt2 for the first time
Message-ID: <5.1.0.14.0.20020224140525.02eb5ec0@127.0.0.1>

greetings,

i am trying to install RT2 for the first time on a RH 7.2 Linux system

Below is the following error msg......what did I do wrong...? MySQL 
(version  mysql-3.23.49 )was started as  $bindir/safe_mysqld 
--datadir=$datadir --pid-file=$pid_file &

any suggestions...?

donnie


Enter the mysql administrator's database password to create a new user for RT
ERROR 1175 at line 2: You are using safe update mode and you tried to 
update a table without a WHERE that uses a KEY column
Enter the mysql administrator's database password to nondestructively 
reload the database
/usr/bin/perl   tools/initdb 'mysql' '/usr/local/mysql' 'localhost' '' 'rt' 
'rt2' insert
Now populating database schema.
Enter the mysql password for rt:
Creating database schema.
DBI->connect(dbname=rt2;host=localhost) failed: Access denied for user: 
'rt at localhost' (Using password: YES) at tools/initdb line 144
Access denied for user: 'rt at localhost' (Using password: YES) at 
tools/initdb line 144, <STDIN> line 1.
make: *** [initdb.rtuser] Error 255
[root at dakar rt-2-0-11]# make dropdb
/usr/bin/perl   tools/initdb 'mysql' '/usr/local/mysql' 'localhost' '' 
'root' 'rt2' drop
Now dropping the RT2 database.
Enter the mysql password for root:
About to drop mysql database rt2.
WARNING: This will erase all data in rt2.
If you have an existing RT 2.x installation, this will destroy all your data.
i
Proceed [y/N]:y

Dropping mysql database rt2.





From pburkett at callatg.com  Mon Feb 25 01:06:09 2002
From: pburkett at callatg.com (Paul Burkett)
Date: Sun, 24 Feb 2002 22:06:09 -0800
Subject: [rt-users] Installing Rt2 for the first time
In-Reply-To: <5.1.0.14.0.20020224140525.02eb5ec0@127.0.0.1>
Message-ID: <EEECJNLABAPDMAMCLEJCCEIOCAAA.pburkett@callatg.com>

I had the same exact problem, and I went insane for days. Somehow I fixed it
and got it working again, but now I don't remember. Maybe if I wasn't such
an idiot I would actually take notes of problems I've had and how I solved
them. Sorry dude, I hope there's some else in here that can help you with
the problem.

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of del
Sent: Sunday, February 24, 2002 11:13 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] Installing Rt2 for the first time


greetings,

i am trying to install RT2 for the first time on a RH 7.2 Linux system

Below is the following error msg......what did I do wrong...? MySQL
(version  mysql-3.23.49 )was started as  $bindir/safe_mysqld
--datadir=$datadir --pid-file=$pid_file &

any suggestions...?

donnie


Enter the mysql administrator's database password to create a new user for
RT
ERROR 1175 at line 2: You are using safe update mode and you tried to
update a table without a WHERE that uses a KEY column
Enter the mysql administrator's database password to nondestructively
reload the database
/usr/bin/perl   tools/initdb 'mysql' '/usr/local/mysql' 'localhost' '' 'rt'
'rt2' insert
Now populating database schema.
Enter the mysql password for rt:
Creating database schema.
DBI->connect(dbname=rt2;host=localhost) failed: Access denied for user:
'rt at localhost' (Using password: YES) at tools/initdb line 144
Access denied for user: 'rt at localhost' (Using password: YES) at
tools/initdb line 144, <STDIN> line 1.
make: *** [initdb.rtuser] Error 255
[root at dakar rt-2-0-11]# make dropdb
/usr/bin/perl   tools/initdb 'mysql' '/usr/local/mysql' 'localhost' ''
'root' 'rt2' drop
Now dropping the RT2 database.
Enter the mysql password for root:
About to drop mysql database rt2.
WARNING: This will erase all data in rt2.
If you have an existing RT 2.x installation, this will destroy all your
data.
i
Proceed [y/N]:y

Dropping mysql database rt2.



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




From bruce_campbell at ripe.net  Mon Feb 25 06:28:16 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 25 Feb 2002 12:28:16 +0100 (CET)
Subject: [rt-users] two domains, one RT? 
In-Reply-To: <20020224172714.F332B5F8F9@hewes.dazza.org>
Message-ID: <Pine.LNX.4.44.0202251219310.631-100000@x22.ripe.net>

On Sun, 24 Feb 2002, Darren Nickerson wrote:

>   Bruce> Repeat the excercise for /usr/local/rt2/bin/rt-mailgate.  Presto - two
>   Bruce> installations sharing the RT libraries.  Or you could just symlink away ;)
>
> Well, I finally had a chance to take a crack at this. It occurred to me that
> I might like to upgrade/customize the RT installations separately, and so it
> made sense not to co-mingle the components at all. I installed two completely
> independent RT installations, in:
>
> 	/usr/local/rt2-tpc
> and
> 	/usr/local/rt2-hyla
>
> apachestl configtest reports:
>
> [root at polaris rt-2-0-11]# apachectl configtest
> Subroutine SetContentType redefined at /usr/local/rt2-hyla/bin/webmux.pl line 88.
> Subroutine CGIObject redefined at /usr/local/rt2-hyla/bin/webmux.pl line 93.
> Subroutine handler redefined at /usr/local/rt2-hyla/bin/webmux.pl line 122.
> Syntax OK

This is where its going a bit wonky, as mod_perl by default is
apache-wide, not specific to a specific virtual host.  I'm finding the
same problems with trying to get RT, RT/FM and my own Mason-based archiver
running on the same apache instance under mod_perl (don't like fastcgi ;)
).

http://www.weedns.com/apache_tuning/fast_modperl_mini_howto.html has a
couple of suggestions that I'm intending to try at some point.

> Am I missing something obvious, or is it going to be impossible to run
> RT2 from two different VirtualHosts which don't share a common
> DocumentRoot?

At the moment, without trickery, it looks that way.  My previous
suggestion will work for getting mail into multiple RT installations
correctly, but won't work for running multiple RT installations from the
same apache instance.  Seperate Apache instances it looks like :(

Regards,

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




From darren at boston.com  Mon Feb 25 09:09:54 2002
From: darren at boston.com (darren chamberlain)
Date: Mon, 25 Feb 2002 09:09:54 -0500
Subject: [rt-users] two domains, one RT?
In-Reply-To: <20020224172714.F332B5F8F9@hewes.dazza.org>
References: <bruce_campbell@ripe.net> <Pine.LNX.4.44.0202181810510.23737-100000@x22.ripe.net> <20020224172714.F332B5F8F9@hewes.dazza.org>
Message-ID: <20020225140954.GA16261@boston.com>

Quoting Darren Nickerson <darren at dazza.org> [24 Feb-02 12:31]:
> Well, I finally had a chance to take a crack at this. It
> occurred to me that I might like to upgrade/customize the RT
> installations separately, and so it made sense not to co-mingle
> the components at all.

[-- snip --]

> Am I missing something obvious, or is it going to be impossible
> to run RT2 from two different VirtualHosts which don't share a
> common DocumentRoot?

Under mod_perl 1.x on Apache 1.3.x, it is impossible to have two
modules with the same name that do different things, e.g.,
RT::Mason, which is the package defined to handle Location / in
webmux.pl.

In one of the webmux.pl scripts, change the name of the package
to something other than RT::Mason, for example,
RT::Mason::SiteOne, and modify the entry in httpd.conf to use the
new package name as the PerlHandler for Location /.  In this
webmux.pl, change the stuff you want to be different, for
example, component roots.  This way, you can share most of the RT
modules, without having namespace clashes.

I can be more specific if this doesn't make enough sense.  In
fact, maybe this should be in RT/FM, since it seems to have
bitten a number of people.  The problem is that this is a
mod_perl-ism, and has nothing to do with either RT or
HTML::Mason, per se.

(darren)

-- 
If it turns out that there is a God, I don't think that he's evil.
But the worst that you can say about him is that basically he's an
underachiever.
    -- Woody Allen



From darren at dazza.org  Mon Feb 25 11:38:32 2002
From: darren at dazza.org (Darren Nickerson)
Date: Mon, 25 Feb 2002 11:38:32 -0500
Subject: [rt-users] two domains, one RT? 
In-Reply-To: Message from darren chamberlain <darren@boston.com> 
   of "Mon, 25 Feb 2002 09:09:54 EST." <20020225140954.GA16261@boston.com> 
Message-ID: <20020225163838.220A95F8F9@hewes.dazza.org>

>>>>> On Mon, 25 Feb 2002,"darren" == darren chamberlain wrote:

  darren> Under mod_perl 1.x on Apache 1.3.x, it is impossible to have two
  darren> modules with the same name that do different things, e.g.,
  darren> RT::Mason, which is the package defined to handle Location / in
  darren> webmux.pl.

  darren> In one of the webmux.pl scripts, change the name of the package
  darren> to something other than RT::Mason, for example,
  darren> RT::Mason::SiteOne, and modify the entry in httpd.conf to use the
  darren> new package name as the PerlHandler for Location /.  In this
  darren> webmux.pl, change the stuff you want to be different, for
  darren> example, component roots.  This way, you can share most of the RT
  darren> modules, without having namespace clashes.

Darren,

Thanks for the insight into this problem! I've modified the file:

	/usr/local/rt2-hyla/bin

to provide:

	package RT::Mason::HylaFAX;

And my virtual host containers now look like:

<VirtualHost 216.152.199.8>
ServerName support.tpc.int
ServerAdmin tpcadmin at tpc.int
ErrorLog logs/support.tpc.int-error_log
CustomLog logs/support.tpc.int-access_log common
DocumentRoot /usr/local/rt2-tpc/WebRT/html
PerlModule Apache::DBI
PerlFreshRestart On
PerlRequire /usr/local/rt2-tpc/bin/webmux.pl
<Location />
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
</VirtualHost>

<VirtualHost 216.152.199.8>
ServerName support.hylafax.org
ServerAdmin webmaster at hylafax.org
ErrorLog logs/support.hylafax.org-error_log
CustomLog logs/support.hylafax.org-access_log common
DocumentRoot /var/www/vhosts/support.hylafax.org/html
    <Directory "/var/www/vhosts/support.hylafax.org/html">
        Order allow,deny
        Allow from all
    </Directory>
PerlModule Apache::DBI
PerlFreshRestart On
PerlRequire /usr/local/rt2-hyla/bin/webmux.pl
Alias /rt/ /usr/local/rt2-hyla/WebRT/html/
<Location /rt>
 SetHandler perl-script
 PerlHandler RT::Mason::HylaFAX
</Location>
</VirtualHost>

And I restarted apache with

service httpd stop
service httpd start

But I seem to have the same error:

[Mon Feb 25 07:40:30 2002] [warn] [Mason] Cannot resolve file to component: /usr/local/rt2-hyla/WebRT/html/index.html (is file outside component root?)

I even modified the second virtual host to have only RT in it at the root:

<VirtualHost 216.152.199.8>
ServerName support.hylafax.org
ServerAdmin webmaster at hylafax.org
ErrorLog logs/support.hylafax.org-error_log
CustomLog logs/support.hylafax.org-access_log common
DocumentRoot /usr/local/rt2-hyla/WebRT/html
PerlModule Apache::DBI
PerlFreshRestart On
PerlRequire /usr/local/rt2-hyla/bin/webmux.pl
<Location />
 SetHandler perl-script
 PerlHandler RT::Mason::HylaFAX
</Location>
</VirtualHost>

But still no joy:

[Mon Feb 25 08:34:51 2002] [warn] [Mason] Cannot resolve file to component: /usr/local/rt2-hyla/WebRT/html/index.html (is file outside component root?)

I think I'll take you up on your offer of explaining this a bit more ;-)

-Darren




From darren at boston.com  Mon Feb 25 11:48:59 2002
From: darren at boston.com (darren chamberlain)
Date: Mon, 25 Feb 2002 11:48:59 -0500
Subject: [rt-users] two domains, one RT?
In-Reply-To: <20020225163838.220A95F8F9@hewes.dazza.org>
References: <20020225140954.GA16261@boston.com> <20020225163838.220A95F8F9@hewes.dazza.org>
Message-ID: <20020225164859.GE20062@boston.com>

Quoting Darren Nickerson <darren at dazza.org> [25 Feb-02 11:40]:
> But still no joy:
> 
> [Mon Feb 25 08:34:51 2002] [warn] [Mason] Cannot resolve file to component: /usr/local/rt2-hyla/WebRT/html/index.html (is file outside component root?)

*Is* the file outside of the component root?  Can you post your
full httpd.conf and webmux.pl?

(darren)

-- 
Why are our days numbered and not, say, lettered?
    -- Woody Allen



From darren at dazza.org  Mon Feb 25 12:42:09 2002
From: darren at dazza.org (Darren Nickerson)
Date: Mon, 25 Feb 2002 12:42:09 -0500
Subject: [rt-users] two domains, one RT? 
In-Reply-To: Message from darren chamberlain <darren@boston.com> 
   of "Mon, 25 Feb 2002 11:48:59 EST." <20020225164859.GE20062@boston.com> 
Message-ID: <20020225174215.35A595F8F9@hewes.dazza.org>


>>>>> On Mon, 25 Feb 2002, "darren" == darren chamberlain wrote:

  darren> Quoting Darren Nickerson <darren at dazza.org> [25 Feb-02 11:40]:

  +> But still no joy:

  +> [Mon Feb 25 08:34:51 2002] [warn] [Mason] Cannot resolve file to 
component:
  +> /usr/local/rt2-hyla/WebRT/html/index.html (is file outside component 
root?)

  darren> *Is* the file outside of the component root?  Can you post your
  darren> full httpd.conf and webmux.pl?

Thanks for sticking with this thread.

What more do you need from my httpd.conf than the two virtual host containers I
gave you? I can't really paste the whole thing in . . .  I've attached 
webmux.pl though.

I don't think anything's wrong with the setup of this RT instance, since if I 
comment out the first virtual host, so the two look like:

#<VirtualHost 216.152.199.8>
#ServerName support.tpc.int
#ServerAdmin tpcadmin at tpc.int
#ErrorLog logs/support.tpc.int-error_log
#CustomLog logs/support.tpc.int-access_log common
#DocumentRoot /usr/local/rt2-tpc/WebRT/html
#PerlModule Apache::DBI
#PerlFreshRestart On
#PerlRequire /usr/local/rt2-tpc/bin/webmux.pl
#<Location />
# SetHandler perl-script
# PerlHandler RT::Mason
#</Location>
#</VirtualHost>

<VirtualHost 216.152.199.8>
ServerName support.hylafax.org
ServerAdmin webmaster at hylafax.org
ErrorLog logs/support.hylafax.org-error_log
CustomLog logs/support.hylafax.org-access_log common
DocumentRoot /usr/local/rt2-hyla/WebRT/html
PerlModule Apache::DBI
PerlFreshRestart On
PerlRequire /usr/local/rt2-hyla/bin/webmux.pl
<Location />
 SetHandler perl-script
 PerlHandler RT::Mason::HylaFAX
</Location>
</VirtualHost>

Then support.hylafax.org works perfectly, loading the RT login screen.

Modifying the PerlHandler namespace does not seem to have made any difference
- if both vhosts are loaded, the first one works, and the second generates the
component root error.

-d


-------------- next part --------------
# $Header: /raid/cvsroot/rt/bin/webmux.pl,v 1.2 2001/11/06 23:04:00 jesse Exp $
# RT is (c) 1996-2000 Jesse Vincent (jesse at fsck.com);

use strict;
$ENV{'PATH'} = '/bin:/usr/bin';    # or whatever you need
$ENV{'CDPATH'} = '' if defined $ENV{'CDPATH'};
$ENV{'SHELL'} = '/bin/sh' if defined $ENV{'SHELL'};
$ENV{'ENV'} = '' if defined $ENV{'ENV'};
$ENV{'IFS'} = ''          if defined $ENV{'IFS'};


# We really don't want apache to try to eat all vm
# see http://perl.apache.org/guide/control.html#Preventing_mod_perl_Processes_Fr


package RT::Mason::HylaFAX;

use CGI qw(-private_tempfiles); #bring this in before mason, to make sure we
				#set private_tempfiles
use HTML::Mason::ApacheHandler (args_method => 'CGI');
use HTML::Mason;  # brings in subpackages: Parser, Interp, etc.

use vars qw($VERSION %session $Nobody $SystemUser $r);

# List of modules that you want to use from components (see Admin
# manual for details)

#Clean up our umask...so that the session files aren't world readable, writable or executable
umask(0077);


	  
$VERSION="2.0.11";

use lib "/usr/local/rt2-hyla/lib";
use lib "/usr/local/rt2-hyla/etc";

#This drags in  RT's config.pm
use config;
use Carp;

{  
	    package HTML::Mason::Commands;
	    use vars qw(%session);
	  
	    use RT; 
	    use RT::Ticket;
	    use RT::Tickets;
	    use RT::Transaction;
	    use RT::Transactions;
	    use RT::User;
	    use RT::Users;
	    use RT::CurrentUser;
	    use RT::Template;
	    use RT::Templates;
	    use RT::Queue;
	    use RT::Queues;
	    use RT::ScripAction;
	    use RT::ScripActions;
	    use RT::ScripCondition;
	    use RT::ScripConditions;
	    use RT::Scrip;
	    use RT::Scrips;
	    use RT::Group;
	    use RT::Groups;
	    use RT::Keyword;
	    use RT::Keywords;
	    use RT::ObjectKeyword;
	    use RT::ObjectKeywords;
	    use RT::KeywordSelect;
	    use RT::KeywordSelects;
	    use RT::GroupMember;
	    use RT::GroupMembers;
	    use RT::Watcher;
	    use RT::Watchers;
	    use RT::Handle;
	    use RT::Interface::Web;    
	    use MIME::Entity;
	    use Text::Wrapper;
	    use Apache::Cookie;
	    use Date::Parse;
	    use HTML::Entities;
	    
	    #TODO: make this use DBI
	    use Apache::Session::File;

	    # Set this page's content type to whatever we are called with
	    sub SetContentType {
		my $type = shift;
		$RT::Mason::r->content_type($type);
	    }

	    sub CGIObject {
		$m->cgi_object();
	    }

	}

my $parser = &RT::Interface::Web::NewParser(allow_globals => [%session]);

my $interp = &RT::Interface::Web::NewInterp(parser=>$parser);

my $ah = &RT::Interface::Web::NewApacheHandler($interp);


# Activate the following if running httpd as root (the normal case).
# Resets ownership of all files created by Mason at startup.
#
chown (Apache->server->uid, Apache->server->gid, 
		[$RT::MasonSessionDir]);

chown (Apache->server->uid, Apache->server->gid, 
		$interp->files_written);

# Die if WebSessionDir doesn't exist or we can't write to it

stat ($RT::MasonSessionDir);
die "Can't read and write $RT::MasonSessionDir"
  unless (( -d _ ) and ( -r _ ) and ( -w _ ));


sub handler {
    ($r) = @_;
    
    RT::Init();
 
    # We don't need to handle non-text items
    return -1 if defined($r->content_type) && $r->content_type !~ m|^text/|io;
    
    #This is all largely cut and pasted from mason's session_handler.pl
    
    my %cookies = Apache::Cookie::parse($r->header_in('Cookie'));
    
    eval { 
	tie %HTML::Mason::Commands::session, 'Apache::Session::File',
	  ( $cookies{'AF_SID'} ? $cookies{'AF_SID'}->value() : undef ), 
	    { Directory => $RT::MasonSessionDir,
	      LockDirectory => $RT::MasonSessionDir,
	    }	;
    };
    
    if ( $@ ) {
	# If the session is invalid, create a new session.
	if ( $@ =~ m#^Object does not exist in the data store# ) {
	     tie %HTML::Mason::Commands::session, 'Apache::Session::File', undef,
	     { Directory => $RT::MasonSessionDir,
	       LockDirectory => $RT::MasonSessionDir,
	     };
	     undef $cookies{'AF_SID'};
	}
	  else {
	     die "RT Couldn't write to session directory '$RT::MasonSessionDir'. Check that this directory's permissions are correct.";
	  }
    }
    
    if ( !$cookies{'AF_SID'} ) {
	my $cookie = new Apache::Cookie
	  ($r,
	   -name=>'AF_SID', 
	   -value=>$HTML::Mason::Commands::session{_session_id}, 
	   -path => '/',);
	$cookie->bake;

    }
    my $status = $ah->handle_request($r);
    untie %HTML::Mason::Commands::session;
    
    return $status;
    
  }
1;


From ipswitch at apk.net  Mon Feb 25 15:21:16 2002
From: ipswitch at apk.net (Stuart Krivis)
Date: Mon, 25 Feb 2002 15:21:16 -0500
Subject: [rt-users] question about requestors - using something other than e-mail
 address?
Message-ID: <35470000.1014668476@localhost>

The current ticketing system I am dealing with is pretty awful, but it does 
have one useful feature - it allows tracking tickets by customer #.

Our billing system is pretty much the canonical datasource for customer 
info, so it would be very helpful to be able to link tickets to a specific 
customer number. (We also allow creation of tickets from the billing system 
and then display any tickets there too, but that's a separate issue.)

Just as an example, there might be several e-mail addresses that are valid 
for contacts at ABC Co. ABC has a leased line from us, as well as other 
services. We need some way to be able to track tickets associated with the 
customer, and prehaps even with specific services (which get a unique 
number in the billing system).

The master account might be 12345. The leased line is 12345A. Their web 
site is 12345B and so on.

If their web site goes down, we'd want tickets to be opened on 12345B.

Does anyone have suggestions on the best way to handle this type of thing? 
I have this feeling that there's any easy answer. :-)


TIA

Stuart





From gregs at Intellstat.com  Mon Feb 25 15:55:08 2002
From: gregs at Intellstat.com (Greg Smythe)
Date: Mon, 25 Feb 2002 12:55:08 -0800
Subject: [rt-users] question about requestors - using something other 
	than e-mail address?
Message-ID: <41257DB9CD3CD311BE92006008A52B2554FE7C@mail.intellstat.com>

Contact Jesse (owner/maintainer of RT) at sales at bestpractical.com. I'm sure
he'd be able to whip something up for you... :)




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




-----Original Message-----
From: Stuart Krivis [mailto:ipswitch at apk.net] 
Sent: Monday, February 25, 2002 12:21 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] question about requestors - using something other than
e-mail address?


The current ticketing system I am dealing with is pretty awful, but it does 
have one useful feature - it allows tracking tickets by customer #.

Our billing system is pretty much the canonical datasource for customer 
info, so it would be very helpful to be able to link tickets to a specific 
customer number. (We also allow creation of tickets from the billing system 
and then display any tickets there too, but that's a separate issue.)

Just as an example, there might be several e-mail addresses that are valid 
for contacts at ABC Co. ABC has a leased line from us, as well as other 
services. We need some way to be able to track tickets associated with the 
customer, and prehaps even with specific services (which get a unique 
number in the billing system).

The master account might be 12345. The leased line is 12345A. Their web 
site is 12345B and so on.

If their web site goes down, we'd want tickets to be opened on 12345B.

Does anyone have suggestions on the best way to handle this type of thing? 
I have this feeling that there's any easy answer. :-)


TIA

Stuart



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



From jan.stobbe at netropol.de  Mon Feb 25 01:50:24 2002
From: jan.stobbe at netropol.de (Jan Stobbe)
Date: Mon, 25 Feb 2002 07:50:24 +0100
Subject: [rt-users] Problems with sending comments/replays by mail
Message-ID: <20020225075024.A64943@matrix.loopback.org>

Hi everyone,

I've installed RT 2.0.11 and nearly everything is fine. 
It ist possible to send mails to the ticket system but the 
ticket system is not sending any mail. I tried sendmail and 
instead sendmailpipe, nothing happend. In the apache logfiles 
I get no error, the rt logfile /var/temp/rt.... is empty, 
and in the maillogfile is nothing about rt. 

Can you give me a hint what I can do ?

thanks a lot, Jan


# $Header: /opt/rt2/etc/RCS/config.pm,v 1.1 2002/02/24 15:19:58 root Exp root $	

package RT;

# {{{ Base Configuration

# $rtname the string that RT will look for in mail messages to
# figure out what ticket a new piece of mail belongs to

# Your domain name is recommended, so as not to pollute the namespace.
# once you start using a given tag, you should probably never change it. 
# (otherwise, mail for existing tickets won't get put in the right place

$rtname="domain.de";  

# You should set this to your organization's DNS domain. For example,
# fsck.com or asylum.arkham.ma.us. It's used by the linking interface to 
# guarantee that ticket URIs are unique and easy to construct.

$Organization = "domain.de";

# $user_passwd_min defines the minimum length for user passwords. Setting
# it to 0 disables this check
$MinimumPasswordLength = "5";

# $Timezone is used to convert times entered by users into GMT and back again
# It should be set to a timezone recognized by your local unix box.
$Timezone =  'Europe/Berlin'; 

# LogDir is where RT writes its logfiles.
# This directory should be writable by your rt group
$LogDir = "/tmp";

# }}}

# {{{ Database Configuration

# Database driver beeing used - i.e. MySQL.
$DatabaseType="mysql";

# The domain name of your database server
# If you're running mysql and it's on localhost,
# leave it blank for enhanced performance
$DatabaseHost="localhost";

# The port that your database server is running on.  Ignored unless it's 
# a positive integer. It's usually safe to leave this blank
$DatabasePort="";


#The name of the database user (inside the database) 
$DatabaseUser='rt_user';

# Password the DatabaseUser should use to access the database
$DatabasePassword='xyzzy';


# The name of the RT's database on your database server
$DatabaseName='rt2';

# If you're using Postgres and have compiled in SSL support, 
# set DatabaseRequireSSL to 1 to turn on SSL communication
$DatabaseRequireSSL=undef;

# }}}

# {{{ Incoming mail gateway configuration


# OwnerEmail is the address of a human who manages RT. RT will send
# errors generated by the mail gateway to this address.  This address
# should _not_ be an address that's managed by your RT instance.

$OwnerEmail = 'root';

# If $LoopsToRTOwner is defined, RT will send mail that it believes 
# might be a loop to $RT::OwnerEmail 

$LoopsToRTOwner = 1;

# If $StoreLoopss is defined, RT will record messages that it believes 
# to be part of mail loops.
# As it does this, it will try to be careful not to send mail to the 
# sender of these messages 

$StoreLoops = undef;


# $MaxAttachmentSize sets the maximum size (in bytes) of attachments stored
# in the database. 

# For mysql and oracle, we set this size at 10 megabytes.
# If you're running a postgres version earlier than 7.1, you will need
# to drop this to 8192. (8k)

$MaxAttachmentSize = 10000000;  

# $TruncateLongAttachments: if this is set to a non-undef value,
# RT will truncate attachments longer than MaxAttachmentLength. 

$TruncateLongAttachments = undef;


# $DropLongAttachments: if this is set to a non-undef value,
# RT will silently drop attachments longer than MaxAttachmentLength. 

$DropLongAttachments = undef;

# If $ParseNewMessageForTicketCcs is true, RT will attempt to divine
# Ticket 'Cc' watchers from the To and Cc lines of incoming messages
# Be forewarned that if you have _any_ addresses which forward mail to
# RT automatically and you enable this option without modifying 
# "IsRTAddress" below, you will get yourself into a heap of trouble.
# And well, this is free software, so there isn't a warrantee, but
# I disclaim all ability to help you if you do enable this without
# modifying IsRTAddress below.

$ParseNewMessageForTicketCcs = undef;

# IsRTAddress is used to make sure RT doesn't add itself as a ticket CC if
# the setting above is enabled.

sub IsRTAddress {
    my $address = shift;

    # Example: the following rule would tell RT not to Cc 
    #	"tickets at noc.example.com"
    # return(1) if ($address =~ /^tickets\@noc.example.com$/i);
    
    return(undef)
}

# CanonicalizeAddress converts email addresses into canonical form.
# it takes one email address in and returns the proper canonical
# form. You can dump whatever your proper local config is in here

sub CanonicalizeAddress {
    my $email = shift;
    # Example: the following rule would treat all email
    # coming from a subdomain as coming from second level domain
    # foo.com
    #$email =~ s/\@(.*).foo.com/\@foo.com/;
    return ($email)
}

# If $LookupSenderInExternalDatabase is defined, RT will attempt to
# verify the incoming message sender with a known source, using the 
# LookupExternalUserInfo routine below

$LookupSenderInExternalDatabase = undef;

# If $SenderMustExistInExternalDatabase is true, RT will refuse to
# create non-privileged accounts for unknown users if you are using 
# the "LookupSenderInExternalDatabase" option.
# Instead, an error message will be mailed and RT will forward the 
# message to $RTOwner.
#
# If you are not using $LookupSenderInExternalDatabase, this option
# has no effect.
#
# If you define an AutoRejectRequest template, RT will use this   
# template for the rejection message.

$SenderMustExistInExternalDatabase = undef;

# LookupExternalUserInfo is a site-definable method for synchronizing
# incoming users with an external data source. 
#
# This routine takes a tuple of EmailAddress and FriendlyName
# 	EmailAddress is the user's email address, ususally taken from
#  		an email message's From: header.
# 	FriendlyName is a freeform string, ususally taken from the "comment" 
#		portion	of an email message's From: header.
#
# It returns (FoundInExternalDatabase, ParamHash);
#
#   FoundInExternalDatabase must  be set to 1 before return if the user was
#   found in the external database.
#
#   ParamHash is a Perl parameter hash which can contain at least the following
#   fields. These fields are used to populate RT's users database when the user 
#   is created
#
# 	EmailAddress is the email address that RT should use for this user.  
# 	Name is the 'Name' attribute RT should use for this user. 
#   	     'Name' is used for things like access control and user lookups.
# 	RealName is what RT should display as the user's name when displaying 
#   	     'friendly' names

sub LookupExternalUserInfo {
  my ($EmailAddress, $RealName) = @_;

  my $FoundInExternalDatabase = 1;
  my %params = {};
  
  #Name is the RT username you want to use for this user.
  $params{'Name'} = $EmailAddress;
  $params{'EmailAddress'} = $EmailAddress;
  $params{'RealName'} = $RealName;

  # See RT's contributed code for examples.
  # http://www.fsck.com/pub/rt/contrib/
  return ($FoundInExternalDatabase, %params); 
}

# }}}

# {{{ Outgoing mail configuration

#$MailAlias is a generic alias to send mail to for any request
#already in a queue.  

#RT is designed such that any mail which already has a ticket-id associated
#with it will get to the right place automatically.

#This is the default address that will be listed in 
#From: and Reply-To: headers of mail tracked by RT unless overridden
#by a queue specific address

$CorrespondAddress='rt at domain.de';

$CommentAddress='rt-comment at domain.de';


#Sendmail Configuration

# $MailCommand defines which method RT will use to try to send mail
# We know that 'sendmail' works fairly well.
# If 'sendmail' doesn't work well for you, try 'sendmailpipe' 
# But note that you have to configure $SendmailPath and add a -t 
# to $SendmailArguments

$MailCommand = 'sendmailpipe';

# $SendmailArguments defines what flags to pass to $Sendmail
# assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand above.
# If you picked 'sendmailpipe', you MUST add a -t flag to $SendmailArguments

# These options are good for most sendmail wrappers and workalikes
$SendmailArguments="-oi -t";

# These arguments are good for sendmail brand sendmail 8 and newer
#$SendmailArguments="-oi -ODeliveryMode=b -OErrorMode=m";

# If you selected 'sendmailpipe' above, you MUST specify the path
# to your sendmail binary in $SendmailPath.  
# !! If you did not # select 'sendmailpipe' above, this has no effect!!
$SendmailPath = "/usr/sbin/sendmail";

# RT can optionally set a "Friendly" 'To:' header when sending messages to 
# Ccs or AdminCcs (rather than having a blank 'To:' header.
# This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL
# If you are using sendmail, rather than postfix, qmail, exim or some other MTA,
# you _must_ disable this option.

$UseFriendlyToLine = 1;


# }}}

# {{{ Logging

# Logging.  The default is to log anything except debugging
# information to a logfile.  Check the Log::Dispatch POD for
# information about how to get things by syslog, mail or anything
# else, get debugging info in the log, etc. 

#  It might generally make
# sense to send error and higher by email to some administrator. 
# If you do this, be careful that this email isn't sent to this RT instance.


# the minimum level error that will be logged to the specific device.
# levels from lowest to highest:  
#  debug info notice warning error critical alert emergency 


#  Mail loops will generate a critical log message.

$LogToScreen = 'error';
$LogToFile = 'error';
$LogToFileNamed = "$LogDir/rt.log.".$$.".".$<; #log to rt.log.<pid>.<user>

# }}}

# {{{ Web interface configuration



# Define the directory name to be used for images in rt web
# documents.

# If you're putting the web ui somewhere other than at the root of
# your server
# $WebPath requires a leading / but no trailing /     

$WebPath = "";

# This is the Scheme, server and port for constructing urls to webrt
# $WebBaseURL doesn't need a trailing /                                                                            

$WebBaseURL = "https://rt.domain.de";

$WebURL = $WebBaseURL . $WebPath . "/";



# $WebImagesURL points to the base URL where RT can find its images.
# If you're running the FastCGI version of the RT web interface,
# you should make RT's WebRT/html/NoAuth/images directory available on 
# a static web server and supply that URL as $WebImagesURL.

$WebImagesURL = $WebURL."/NoAuth/images/";

# $RTLogoURL points to the URL of the RT logo displayed in the web UI

$LogoURL = $WebImagesURL."/rt.jpg";

# If $WebExternalAuth is defined, RT will defer to the environment's
# REMOTE_USER variable.

$WebExternalAuth = undef;

# $MasonComponentRoot is where your rt instance keeps its mason html files
# (this should be autoconfigured during 'make install' or 'make upgrade')

$MasonComponentRoot = "/opt/rt2/WebRT/html";

# $MasonLocalComponentRoot is where your rt instance keeps its site-local
# mason html files.
# (this should be autoconfigured during 'make install' or 'make upgrade')

$MasonLocalComponentRoot = "/opt/rt2/local/WebRT/html";

# $MasonDataDir Where mason keeps its datafiles
# (this should be autoconfigured during 'make install' or 'make upgrade')

$MasonDataDir = "/opt/rt2/WebRT/data";

# RT needs to put session data (for preserving state between connections
# via the web interface)
$MasonSessionDir = "/opt/rt2/WebRT/sessiondata";



#This is from tobias' prototype web search UI. it may stay and it may go.
%WebOptions=
    (
     # This is for putting in more user-actions at the Transaction
     # bar.  I will typically add "Enter bug in Bugzilla" here.:
     ExtraTransactionActions => sub { return ""; },

     # Here you can modify the list view.  Be aware that the web
     # interface might crash if TicketAttribute is wrongly set.
     
     QueueListingCols => 
      [
       { Header     => 'Id',
	 TicketLink => 1,
	 TicketAttribute => 'Id'
	 },

      { Header     => 'Subject',
	 TicketAttribute => 'Subject'
	 },
       { Header => 'Requestor(s)',
	 TicketAttribute => 'RequestorsAsString'
	 },
       { Header => 'Status',
	 TicketAttribute => 'Status'
	 },


       { Header => 'Queue',
	 TicketAttribute => 'QueueObj->Name'
	 },



       { Header => 'Told',
	 TicketAttribute => 'ToldObj->AgeAsString'
	 },

       { Header => 'Age',
	 TicketAttribute => 'CreatedObj->AgeAsString'
	 },

       { Header => 'Last',
	 TicketAttribute => 'LastUpdatedObj->AgeAsString'
	 },

       # TODO: It would be nice with a link here to the Owner and all
       # other request owned by this Owner.
       { Header => 'Owner',
	 TicketAttribute => 'OwnerObj->Name'
       },
   
 
       { Header     => 'Take',
	 TicketLink => 1,
	 Constant   => 'Take',
	 ExtraLinks => '&Action=Take'
	 },

      ]
     );

# }}}

# {{{ RT Linking Interface

# $TicketBaseURI is the Base path of the URI for local tickets

# You shouldn't need to touch this. it's used to link tickets both locally
# and remotely

$TicketBaseURI = "fsck.com-rt://$Organization/$rtname/ticket/";

# A hash table of conversion subs to be used for transforming RT Link
# URIs to URLs in the web interface.  If you want to use RT towards
# locally installed databases, this is the right place to configure it.

%URI2HTTP=
    (
      'http' => sub {return @_;},
      'https' => sub {return @_;},
      'ftp' => sub {return @_;},
     'fsck.com-rt' => sub {warn "stub!";},
     'mozilla.org-bugzilla' => sub {warn "stub!"},
     'fsck.com-kb' => sub {warn "stub!"}
     );


# A hash table of subs for fetching content from an URI
%ContentFromURI=   
    (
     'fsck.com-rt' => sub {warn "stub!";},
     'mozilla.org-bugzilla' => sub {warn "stub!"},
     'fsck.com-kb' => sub {warn "stub!"}
     );

# }}}

# {{{ No User servicable parts inside 

############################################
############################################
############################################
#
#  Don't edit anything below this line unless you really know
#  what you're doing
#
#
############################################
############################################

# TODO: get this stuff out of the config file and into RT.pm

#Set up us the timezone
$ENV{'TZ'} = $Timezone; #TODO: Bogus hack to deal with Date::Manip whining

# Configure sendmail if we're using Entity->send('sendmail')
if ($MailCommand eq 'sendmail') {
    $MailParams = $SendmailArguments;
}



# }}}


1;



-- 
Jan Stobbe                              Netropol Digitale Systeme      
jan.stobbe at netropol.de                  Lagerstrasse 30a                  
Tel: +49 40 284167-20                   D-20357 Hamburg/Germany                 
Fax: +49 40 284167-40                   http://www.netropol.de/



From gregs at Intellstat.com  Mon Feb 25 17:53:32 2002
From: gregs at Intellstat.com (Greg Smythe)
Date: Mon, 25 Feb 2002 14:53:32 -0800
Subject: [rt-users] Problems with sending comments/replays by mail
Message-ID: <41257DB9CD3CD311BE92006008A52B2554FE7D@mail.intellstat.com>

Did you set up any scripts to reply to incoming tickets?
See http://fsck.com/rtfm/article.html?id=2#50




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




-----Original Message-----
From: Jan Stobbe [mailto:jan.stobbe at netropol.de] 
Sent: Sunday, February 24, 2002 10:50 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Problems with sending comments/replays by mail


Hi everyone,

I've installed RT 2.0.11 and nearly everything is fine. 
It ist possible to send mails to the ticket system but the 
ticket system is not sending any mail. I tried sendmail and 
instead sendmailpipe, nothing happend. In the apache logfiles 
I get no error, the rt logfile /var/temp/rt.... is empty, 
and in the maillogfile is nothing about rt. 

Can you give me a hint what I can do ?

thanks a lot, Jan


# $Header: /opt/rt2/etc/RCS/config.pm,v 1.1 2002/02/24 15:19:58 root Exp
root $	

package RT;

# {{{ Base Configuration

# $rtname the string that RT will look for in mail messages to
# figure out what ticket a new piece of mail belongs to

# Your domain name is recommended, so as not to pollute the namespace.
# once you start using a given tag, you should probably never change it. 
# (otherwise, mail for existing tickets won't get put in the right place

$rtname="domain.de";  

# You should set this to your organization's DNS domain. For example,
# fsck.com or asylum.arkham.ma.us. It's used by the linking interface to 
# guarantee that ticket URIs are unique and easy to construct.

$Organization = "domain.de";

# $user_passwd_min defines the minimum length for user passwords. Setting
# it to 0 disables this check
$MinimumPasswordLength = "5";

# $Timezone is used to convert times entered by users into GMT and back
again
# It should be set to a timezone recognized by your local unix box.
$Timezone =  'Europe/Berlin'; 

# LogDir is where RT writes its logfiles.
# This directory should be writable by your rt group
$LogDir = "/tmp";

# }}}

# {{{ Database Configuration

# Database driver beeing used - i.e. MySQL.
$DatabaseType="mysql";

# The domain name of your database server
# If you're running mysql and it's on localhost,
# leave it blank for enhanced performance
$DatabaseHost="localhost";

# The port that your database server is running on.  Ignored unless it's 
# a positive integer. It's usually safe to leave this blank
$DatabasePort="";


#The name of the database user (inside the database) 
$DatabaseUser='rt_user';

# Password the DatabaseUser should use to access the database
$DatabasePassword='xyzzy';


# The name of the RT's database on your database server
$DatabaseName='rt2';

# If you're using Postgres and have compiled in SSL support, 
# set DatabaseRequireSSL to 1 to turn on SSL communication
$DatabaseRequireSSL=undef;

# }}}

# {{{ Incoming mail gateway configuration


# OwnerEmail is the address of a human who manages RT. RT will send
# errors generated by the mail gateway to this address.  This address
# should _not_ be an address that's managed by your RT instance.

$OwnerEmail = 'root';

# If $LoopsToRTOwner is defined, RT will send mail that it believes 
# might be a loop to $RT::OwnerEmail 

$LoopsToRTOwner = 1;

# If $StoreLoopss is defined, RT will record messages that it believes 
# to be part of mail loops.
# As it does this, it will try to be careful not to send mail to the 
# sender of these messages 

$StoreLoops = undef;


# $MaxAttachmentSize sets the maximum size (in bytes) of attachments stored
# in the database. 

# For mysql and oracle, we set this size at 10 megabytes.
# If you're running a postgres version earlier than 7.1, you will need
# to drop this to 8192. (8k)

$MaxAttachmentSize = 10000000;  

# $TruncateLongAttachments: if this is set to a non-undef value,
# RT will truncate attachments longer than MaxAttachmentLength. 

$TruncateLongAttachments = undef;


# $DropLongAttachments: if this is set to a non-undef value,
# RT will silently drop attachments longer than MaxAttachmentLength. 

$DropLongAttachments = undef;

# If $ParseNewMessageForTicketCcs is true, RT will attempt to divine
# Ticket 'Cc' watchers from the To and Cc lines of incoming messages
# Be forewarned that if you have _any_ addresses which forward mail to
# RT automatically and you enable this option without modifying 
# "IsRTAddress" below, you will get yourself into a heap of trouble.
# And well, this is free software, so there isn't a warrantee, but
# I disclaim all ability to help you if you do enable this without
# modifying IsRTAddress below.

$ParseNewMessageForTicketCcs = undef;

# IsRTAddress is used to make sure RT doesn't add itself as a ticket CC if
# the setting above is enabled.

sub IsRTAddress {
    my $address = shift;

    # Example: the following rule would tell RT not to Cc 
    #	"tickets at noc.example.com"
    # return(1) if ($address =~ /^tickets\@noc.example.com$/i);
    
    return(undef)
}

# CanonicalizeAddress converts email addresses into canonical form.
# it takes one email address in and returns the proper canonical
# form. You can dump whatever your proper local config is in here

sub CanonicalizeAddress {
    my $email = shift;
    # Example: the following rule would treat all email
    # coming from a subdomain as coming from second level domain
    # foo.com
    #$email =~ s/\@(.*).foo.com/\@foo.com/;
    return ($email)
}

# If $LookupSenderInExternalDatabase is defined, RT will attempt to
# verify the incoming message sender with a known source, using the 
# LookupExternalUserInfo routine below

$LookupSenderInExternalDatabase = undef;

# If $SenderMustExistInExternalDatabase is true, RT will refuse to
# create non-privileged accounts for unknown users if you are using 
# the "LookupSenderInExternalDatabase" option.
# Instead, an error message will be mailed and RT will forward the 
# message to $RTOwner.
#
# If you are not using $LookupSenderInExternalDatabase, this option
# has no effect.
#
# If you define an AutoRejectRequest template, RT will use this   
# template for the rejection message.

$SenderMustExistInExternalDatabase = undef;

# LookupExternalUserInfo is a site-definable method for synchronizing
# incoming users with an external data source. 
#
# This routine takes a tuple of EmailAddress and FriendlyName
# 	EmailAddress is the user's email address, ususally taken from
#  		an email message's From: header.
# 	FriendlyName is a freeform string, ususally taken from the "comment"

#		portion	of an email message's From: header.
#
# It returns (FoundInExternalDatabase, ParamHash);
#
#   FoundInExternalDatabase must  be set to 1 before return if the user was
#   found in the external database.
#
#   ParamHash is a Perl parameter hash which can contain at least the
following
#   fields. These fields are used to populate RT's users database when the
user 
#   is created
#
# 	EmailAddress is the email address that RT should use for this user.

# 	Name is the 'Name' attribute RT should use for this user. 
#   	     'Name' is used for things like access control and user lookups.
# 	RealName is what RT should display as the user's name when
displaying 
#   	     'friendly' names

sub LookupExternalUserInfo {
  my ($EmailAddress, $RealName) = @_;

  my $FoundInExternalDatabase = 1;
  my %params = {};
  
  #Name is the RT username you want to use for this user.
  $params{'Name'} = $EmailAddress;
  $params{'EmailAddress'} = $EmailAddress;
  $params{'RealName'} = $RealName;

  # See RT's contributed code for examples.
  # http://www.fsck.com/pub/rt/contrib/
  return ($FoundInExternalDatabase, %params); 
}

# }}}

# {{{ Outgoing mail configuration

#$MailAlias is a generic alias to send mail to for any request
#already in a queue.  

#RT is designed such that any mail which already has a ticket-id associated
#with it will get to the right place automatically.

#This is the default address that will be listed in 
#From: and Reply-To: headers of mail tracked by RT unless overridden
#by a queue specific address

$CorrespondAddress='rt at domain.de';

$CommentAddress='rt-comment at domain.de';


#Sendmail Configuration

# $MailCommand defines which method RT will use to try to send mail
# We know that 'sendmail' works fairly well.
# If 'sendmail' doesn't work well for you, try 'sendmailpipe' 
# But note that you have to configure $SendmailPath and add a -t 
# to $SendmailArguments

$MailCommand = 'sendmailpipe';

# $SendmailArguments defines what flags to pass to $Sendmail
# assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand
above.
# If you picked 'sendmailpipe', you MUST add a -t flag to $SendmailArguments

# These options are good for most sendmail wrappers and workalikes
$SendmailArguments="-oi -t";

# These arguments are good for sendmail brand sendmail 8 and newer
#$SendmailArguments="-oi -ODeliveryMode=b -OErrorMode=m";

# If you selected 'sendmailpipe' above, you MUST specify the path
# to your sendmail binary in $SendmailPath.  
# !! If you did not # select 'sendmailpipe' above, this has no effect!!
$SendmailPath = "/usr/sbin/sendmail";

# RT can optionally set a "Friendly" 'To:' header when sending messages to 
# Ccs or AdminCcs (rather than having a blank 'To:' header.
# This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL
# If you are using sendmail, rather than postfix, qmail, exim or some other
MTA,
# you _must_ disable this option.

$UseFriendlyToLine = 1;


# }}}

# {{{ Logging

# Logging.  The default is to log anything except debugging
# information to a logfile.  Check the Log::Dispatch POD for
# information about how to get things by syslog, mail or anything
# else, get debugging info in the log, etc. 

#  It might generally make
# sense to send error and higher by email to some administrator. 
# If you do this, be careful that this email isn't sent to this RT instance.


# the minimum level error that will be logged to the specific device.
# levels from lowest to highest:  
#  debug info notice warning error critical alert emergency 


#  Mail loops will generate a critical log message.

$LogToScreen = 'error';
$LogToFile = 'error';
$LogToFileNamed = "$LogDir/rt.log.".$$.".".$<; #log to rt.log.<pid>.<user>

# }}}

# {{{ Web interface configuration



# Define the directory name to be used for images in rt web
# documents.

# If you're putting the web ui somewhere other than at the root of
# your server
# $WebPath requires a leading / but no trailing /     

$WebPath = "";

# This is the Scheme, server and port for constructing urls to webrt
# $WebBaseURL doesn't need a trailing /


$WebBaseURL = "https://rt.domain.de";

$WebURL = $WebBaseURL . $WebPath . "/";



# $WebImagesURL points to the base URL where RT can find its images.
# If you're running the FastCGI version of the RT web interface,
# you should make RT's WebRT/html/NoAuth/images directory available on 
# a static web server and supply that URL as $WebImagesURL.

$WebImagesURL = $WebURL."/NoAuth/images/";

# $RTLogoURL points to the URL of the RT logo displayed in the web UI

$LogoURL = $WebImagesURL."/rt.jpg";

# If $WebExternalAuth is defined, RT will defer to the environment's
# REMOTE_USER variable.

$WebExternalAuth = undef;

# $MasonComponentRoot is where your rt instance keeps its mason html files
# (this should be autoconfigured during 'make install' or 'make upgrade')

$MasonComponentRoot = "/opt/rt2/WebRT/html";

# $MasonLocalComponentRoot is where your rt instance keeps its site-local
# mason html files.
# (this should be autoconfigured during 'make install' or 'make upgrade')

$MasonLocalComponentRoot = "/opt/rt2/local/WebRT/html";

# $MasonDataDir Where mason keeps its datafiles
# (this should be autoconfigured during 'make install' or 'make upgrade')

$MasonDataDir = "/opt/rt2/WebRT/data";

# RT needs to put session data (for preserving state between connections
# via the web interface)
$MasonSessionDir = "/opt/rt2/WebRT/sessiondata";



#This is from tobias' prototype web search UI. it may stay and it may go.
%WebOptions=
    (
     # This is for putting in more user-actions at the Transaction
     # bar.  I will typically add "Enter bug in Bugzilla" here.:
     ExtraTransactionActions => sub { return ""; },

     # Here you can modify the list view.  Be aware that the web
     # interface might crash if TicketAttribute is wrongly set.
     
     QueueListingCols => 
      [
       { Header     => 'Id',
	 TicketLink => 1,
	 TicketAttribute => 'Id'
	 },

      { Header     => 'Subject',
	 TicketAttribute => 'Subject'
	 },
       { Header => 'Requestor(s)',
	 TicketAttribute => 'RequestorsAsString'
	 },
       { Header => 'Status',
	 TicketAttribute => 'Status'
	 },


       { Header => 'Queue',
	 TicketAttribute => 'QueueObj->Name'
	 },



       { Header => 'Told',
	 TicketAttribute => 'ToldObj->AgeAsString'
	 },

       { Header => 'Age',
	 TicketAttribute => 'CreatedObj->AgeAsString'
	 },

       { Header => 'Last',
	 TicketAttribute => 'LastUpdatedObj->AgeAsString'
	 },

       # TODO: It would be nice with a link here to the Owner and all
       # other request owned by this Owner.
       { Header => 'Owner',
	 TicketAttribute => 'OwnerObj->Name'
       },
   
 
       { Header     => 'Take',
	 TicketLink => 1,
	 Constant   => 'Take',
	 ExtraLinks => '&Action=Take'
	 },

      ]
     );

# }}}

# {{{ RT Linking Interface

# $TicketBaseURI is the Base path of the URI for local tickets

# You shouldn't need to touch this. it's used to link tickets both locally
# and remotely

$TicketBaseURI = "fsck.com-rt://$Organization/$rtname/ticket/";

# A hash table of conversion subs to be used for transforming RT Link
# URIs to URLs in the web interface.  If you want to use RT towards
# locally installed databases, this is the right place to configure it.

%URI2HTTP=
    (
      'http' => sub {return @_;},
      'https' => sub {return @_;},
      'ftp' => sub {return @_;},
     'fsck.com-rt' => sub {warn "stub!";},
     'mozilla.org-bugzilla' => sub {warn "stub!"},
     'fsck.com-kb' => sub {warn "stub!"}
     );


# A hash table of subs for fetching content from an URI
%ContentFromURI=   
    (
     'fsck.com-rt' => sub {warn "stub!";},
     'mozilla.org-bugzilla' => sub {warn "stub!"},
     'fsck.com-kb' => sub {warn "stub!"}
     );

# }}}

# {{{ No User servicable parts inside 

############################################
############################################
############################################
#
#  Don't edit anything below this line unless you really know
#  what you're doing
#
#
############################################
############################################

# TODO: get this stuff out of the config file and into RT.pm

#Set up us the timezone
$ENV{'TZ'} = $Timezone; #TODO: Bogus hack to deal with Date::Manip whining

# Configure sendmail if we're using Entity->send('sendmail')
if ($MailCommand eq 'sendmail') {
    $MailParams = $SendmailArguments;
}



# }}}


1;



-- 
Jan Stobbe                              Netropol Digitale Systeme      
jan.stobbe at netropol.de                  Lagerstrasse 30a                  
Tel: +49 40 284167-20                   D-20357 Hamburg/Germany

Fax: +49 40 284167-40                   http://www.netropol.de/

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



From pdh at snapgear.com  Mon Feb 25 17:52:10 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 26 Feb 2002 08:52:10 +1000
Subject: [rt-users] Problems with sending comments/replays by mail
In-Reply-To: <20020225075024.A64943@matrix.loopback.org>
References: <20020225075024.A64943@matrix.loopback.org>
Message-ID: <20020225225209.GS5432@moreton.com.au>

Jan Stobbe wrote:
> I've installed RT 2.0.11 and nearly everything is fine. 
> It ist possible to send mails to the ticket system but the 
> ticket system is not sending any mail. I tried sendmail and 
> instead sendmailpipe, nothing happend. In the apache logfiles 
> I get no error, the rt logfile /var/temp/rt.... is empty, 
> and in the maillogfile is nothing about rt. 

Check:

http://fsck.com/rtfm/article.html?id=5#70
http://fsck.com/rtfm/article.html?id=5#73
http://fsck.com/rtfm/article.html?id=2#50



From purp at wildbrain.com  Mon Feb 25 19:06:15 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 25 Feb 2002 16:06:15 -0800
Subject: [rt-users] Spawning children quickly?
Message-ID: <1014681975.19921.145.camel@labyrinth.wildbrain.com>

...in RT, that is. =]

I've got a ticket for a big issue, Mac OS X integration, from which I'd
like to spawn child tickets for specific issues, e.g. autofs
integration. I'd like those tickets to inherit the Queue, Requestors,
Ccs, and AdminCcs from the parent ticket; ideally, there's be a "spawn
child/reference/dependent" link to do this.

Before I hack this one, is there any such frob/twiddle/tweak/contrib?

Thanks!

--j
-- 
Jim Meyer, Geek At Large                              purp at wildbrain.com




From purp at wildbrain.com  Mon Feb 25 19:18:29 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 25 Feb 2002 16:18:29 -0800
Subject: [rt-users] Relationships: What Do They Mean?
Message-ID: <1014682709.20005.156.camel@labyrinth.wildbrain.com>

Howdy!

I'd like to check my understanding of relationships in RT tickets.

Parent/Child would seem to indicate that a parent issue revealed one or
several smaller issues. Perhaps the parent issue was divided among
several children and closed in favor of them; perhaps it's an umbrella
for tracking a big project.

Requisite/Dependent ("Depended on by"/"Depends on") is more clear; you
can't finish and close the dependent until the requisite is done.

Reference ("Refers to"/"Referred to by") is a peer relationship,
primarily useful for navigation and relation of interesting tickets.

Any comments on these descriptions is welcome; I'd also love to hear how
folks use these.

Thanks!

--j
-- 
Jim Meyer, Geek At Large                              purp at wildbrain.com




From linuxbala at yahoo.com  Mon Feb 25 22:13:42 2002
From: linuxbala at yahoo.com (Bala)
Date: Mon, 25 Feb 2002 19:13:42 -0800 (PST)
Subject: [rt-users] Access denied for user: 'root@localhostt' (Using password: YES)'
Message-ID: <20020226031342.34673.qmail@web11905.mail.yahoo.com>

Hi All,
       I am new to this list, I am trying to install
RT in my machine, I am getting the following error
message,
   In the Makefile I am using DB_RT_USER = mysql
what may be the problem, it seems to be access
problem,
if it is so, how to set Administrator's password in
MySQl.

Thanks in Advance,
Bala.
        

#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/mysql' 'localhost' '' 'root' 'rt2' cre
ate
Now creating a database for RT.
Enter the mysql password for root:
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!!'"localhost"'g;\
                       
s'!!DB_RT_PASS!!'"admin123"'g;\
                       
s'!!DB_RT_HOST!!'"localhost"'g;\
                        s'!!DB_RT_USER!!'"mysql"'g;\
                        s'!!DB_DATABASE!!'"rt2"'g;"
//usr/local/rt2/etc/acl.mysql
bin/initacls.mysql '/usr/local/mysql' 'localhost' ''
'root' '' 'rt2' '//usr/local/rt2/e
tc/acl.mysql'
Enter the mysql administrator's database password to
create a new user for RT
Enter password:
ERROR 1044: Access denied for user: 'root at localhost'
to database 'mysql'
Enter the mysql administrator's database password to
nondestructively reload the databa
se
Enter password:
/usr/local/mysql/bin/mysqladmin: reload failed; error:
'Access denied for user: 'root at localhost' (Using
password: YES)'
make: *** [acls] Error 1





__________________________________________________
Do You Yahoo!?
Yahoo! Sports - Coverage of the 2002 Olympic Games
http://sports.yahoo.com



From linuxbala at yahoo.com  Tue Feb 26 03:11:14 2002
From: linuxbala at yahoo.com (Bala)
Date: Tue, 26 Feb 2002 00:11:14 -0800 (PST)
Subject: [rt-users] Access denied for user: 'root@localhostt' (Solved)
In-Reply-To: <20020226031342.34673.qmail@web11905.mail.yahoo.com>
Message-ID: <20020226081114.51569.qmail@web11908.mail.yahoo.com>

Hi,
  Access denied problem solved!!, I reinstalled MySQL
now I installed RT.

-bala-










--- Bala <linuxbala at yahoo.com> wrote:
> Hi All,
>        I am new to this list, I am trying to install
> RT in my machine, I am getting the following error
> message,
>    In the Makefile I am using DB_RT_USER = mysql
> what may be the problem, it seems to be access
> problem,
> if it is so, how to set Administrator's password in
> MySQl.
> 
> Thanks in Advance,
> Bala.
>         
> 
> #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/mysql' 'localhost' '' 'root' 'rt2' cre
> ate
> Now creating a database for RT.
> Enter the mysql password for root:
> 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!!'"localhost"'g;\
>                        
> s'!!DB_RT_PASS!!'"admin123"'g;\
>                        
> s'!!DB_RT_HOST!!'"localhost"'g;\
>                         s'!!DB_RT_USER!!'"mysql"'g;\
>                         s'!!DB_DATABASE!!'"rt2"'g;"
> //usr/local/rt2/etc/acl.mysql
> bin/initacls.mysql '/usr/local/mysql' 'localhost' ''
> 'root' '' 'rt2' '//usr/local/rt2/e
> tc/acl.mysql'
> Enter the mysql administrator's database password to
> create a new user for RT
> Enter password:
> ERROR 1044: Access denied for user: 'root at localhost'
> to database 'mysql'
> Enter the mysql administrator's database password to
> nondestructively reload the databa
> se
> Enter password:
> /usr/local/mysql/bin/mysqladmin: reload failed;
> error:
> 'Access denied for user: 'root at localhost' (Using
> password: YES)'
> make: *** [acls] Error 1
> 
> 
> 
> 
> 
> __________________________________________________
> Do You Yahoo!?
> Yahoo! Sports - Coverage of the 2002 Olympic Games
> http://sports.yahoo.com
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users


__________________________________________________
Do You Yahoo!?
Yahoo! Sports - Coverage of the 2002 Olympic Games
http://sports.yahoo.com



From francisv at dagupan.com  Tue Feb 26 04:04:08 2002
From: francisv at dagupan.com (francisv at dagupan.com)
Date: Tue, 26 Feb 2002 17:04:08 +0800
Subject: [rt-users] Web interface for clients
Message-ID: <10F29E27A956D511B0940050DA8D86A9340FCB@apmail.dagupan.com>

Hi,

Is it possible to integrate RT to an existing web form where clients can
select which issues they want to report besides using the e-mail? Here's the
scenario:

Web form -> client selects issue, describes problem, enters e-mail & other
contact information -> client clicks submit report -> server accepts
request, checks for required fields -> sends e-mail to RT -> RT responds to
client by sending back the trouble ticket

---
 francis a. vidal [bitstop network services] | http://www.dagupan.com
 streaming media + web hosting               | http://www.keystone.ph
 v(02)330-2871,(02)330-2872; f(02)330-2873   | http://www.kuro.ph 




From smylers at gbdirect.co.uk  Tue Feb 26 04:12:33 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Tue, 26 Feb 2002 09:12:33 +0000 (GMT)
Subject: [rt-users] question about requestors - using something other
 than e-mail address?
In-Reply-To: <35470000.1014668476@localhost>
Message-ID: <Pine.LNX.4.44.0202260909050.3712-100000@tiger.gbdirect.co.uk>

Yesterday Stuart Krivis wrote:

> ... it would be very helpful to be able to link tickets to a specific
> customer number.  Just as an example, there might be several e-mail
> addresses that are valid for contacts at ABC Co. ... We need some way
> to be able to track tickets associated with the customer
>
> Does anyone have suggestions on the best way to handle this type of
> thing?

I haven't tried this myself (yet?), but I noticed that config.pm can
have functions CanonicalizeAddress() and LookupExternalUserInfo()
defined.

Could you use these to link together the different e-mail addresses, so
that RT treats them as the same user whichever address is used?

Smylers




From Rehan at nha.co.za  Tue Feb 26 07:37:29 2002
From: Rehan at nha.co.za (Rehan van der Merwe)
Date: Tue, 26 Feb 2002 14:37:29 +0200
Subject: [rt-users] Prevent new tickets from being stalled
Message-ID: <FD2EC577E876CA418D08460A64646FBD0112471F@titan.nha.co.za>

Hi All,

Does anyone have a patch to prevent new tickets from being stalled
immidiately?

What I am trying to achieve is to prevent someone from sidelining a ticket
and then forgetting about it (since stalled does not show up in the
homepage).

Regards,

Rehan van der Merwe
Neil Harvey & Associates (Pty) Ltd
http://www.nha.co.za
rehan at nha.co.za
Tel:  +27 21 6709237
Fax: +27 21 6709337




From matthew at enger.org  Tue Feb 26 08:10:55 2002
From: matthew at enger.org (Matthew Enger)
Date: 27 Feb 2002 00:10:55 +1100
Subject: [rt-users] RT 2.0.11, FreeBSD and perl 5.6 port
Message-ID: <1014729058.1850.149.camel@notebook.au.enger.org>

Hello,

I seem to have hit a little problem with RT, I have tried looking
through the mail archives, checking all the perl modules are installed
and still no avail.

I am attempting to install RT 2.0.11 on a FreeBSD box (4.4-RELEASE). I
have installed the perl 5.6 port and installed all the modules under
that perl install. make testdeps is reporting everything ok. (and it is
checking the correct perl).

I have a fresh copy of apache with mod perl (compiled off the perl 5.6)
and every time I load apache, I get:

# ./apachectl start
Segmentation fault - core dumped.
./apachectl start: httpd could not be started.

My apache config is nothing special, I defined RT as follows:

<VirtualHost 172.16.10.10:8080>
DocumentRoot /usr/local/site/rt2/WebRT/html
ServerName devel.au.enger.org
PerlModule Apache::DBI
PerlFreshRestart On
PerlRequire /usr/local/site/rt2/bin/webmux.pl
<Location />
SetHandler perl-script
 PerlHandler RT::Mason
</Location>
</VirtualHost>

Does anyone have any ideas what I could do to fix this?







From Kendric.Beachey at garmin.com  Tue Feb 26 09:12:26 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Tue, 26 Feb 2002 08:12:26 -0600
Subject: [rt-users] Spawning children quickly?
Message-ID: <200202261412.IAA24091@dresden.garmin.com>

Jim writes:
> I've got a ticket for a big issue, Mac OS X integration, from 
> which I'd
> like to spawn child tickets for specific issues, e.g. autofs
> integration. I'd like those tickets to inherit the Queue, Requestors,
> Ccs, and AdminCcs from the parent ticket; ideally, there's be a "spawn
> child/reference/dependent" link to do this.

I was hoping for this very thing just yesterday.  Chalk up a "me too" on
this one!
--
Kendric Beachey



From Kendric.Beachey at garmin.com  Tue Feb 26 09:18:27 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Tue, 26 Feb 2002 08:18:27 -0600
Subject: [rt-users] Relationships: What Do They Mean?
Message-ID: <200202261418.IAA27502@dresden.garmin.com>

> From: Jim Meyer [mailto:purp at wildbrain.com]
> 
> I'd like to check my understanding of relationships in RT tickets.
> 
> Parent/Child would seem to indicate that a parent issue 
> revealed one or
> several smaller issues. Perhaps the parent issue was divided among
> several children and closed in favor of them; perhaps it's an umbrella
> for tracking a big project.

I've been using it here as a sort of kludgy way to set up hierarchical
relationships between a task and its subtasks.

I'll have one master ticket that is really just a placeholder, containing
something like a definition of the task, and then several tickets set up as
children, each one enumerating one of the major steps in accomplishing the
main task.  I've ended up nesting several levels deep.  Kind of a poor man's
MS Project, and probably not the intended purpose, but it works for me.  :-)

--
Kendric Beachey



From mspitze1 at optonline.net  Tue Feb 26 09:29:53 2002
From: mspitze1 at optonline.net (Marc Spitzer)
Date: Tue, 26 Feb 2002 09:29:53 -0500
Subject: [rt-users] RT 2.0.11, FreeBSD and perl 5.6 port
References: <1014729058.1850.149.camel@notebook.au.enger.org>
Message-ID: <007801c1bed2$0e8e4920$8c09cea7@eng.cv.net>

is mod_perl a dso or static?  If mod_perl is not static try recompiling it
as static.  And make sure that the perl561 perl is the first perl in your
path, on my FBSD install /usr/bin comes before /usr/local/bin and the port
probably is in /usr/local/bin.

marc
----- Original Message -----
From: "Matthew Enger" <matthew at enger.org>
To: <rt-users at lists.fsck.com>
Sent: Tuesday, February 26, 2002 8:10 AM
Subject: [rt-users] RT 2.0.11, FreeBSD and perl 5.6 port


> Hello,
>
> I seem to have hit a little problem with RT, I have tried looking
> through the mail archives, checking all the perl modules are installed
> and still no avail.
>
> I am attempting to install RT 2.0.11 on a FreeBSD box (4.4-RELEASE). I
> have installed the perl 5.6 port and installed all the modules under
> that perl install. make testdeps is reporting everything ok. (and it is
> checking the correct perl).
>
> I have a fresh copy of apache with mod perl (compiled off the perl 5.6)
> and every time I load apache, I get:
>
> # ./apachectl start
> Segmentation fault - core dumped.
> ./apachectl start: httpd could not be started.
>
> My apache config is nothing special, I defined RT as follows:
>
> <VirtualHost 172.16.10.10:8080>
> DocumentRoot /usr/local/site/rt2/WebRT/html
> ServerName devel.au.enger.org
> PerlModule Apache::DBI
> PerlFreshRestart On
> PerlRequire /usr/local/site/rt2/bin/webmux.pl
> <Location />
> SetHandler perl-script
>  PerlHandler RT::Mason
> </Location>
> </VirtualHost>
>
> Does anyone have any ideas what I could do to fix this?
>
>
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users




From bruce_campbell at ripe.net  Tue Feb 26 09:50:17 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 26 Feb 2002 15:50:17 +0100 (CET)
Subject: [rt-users] RT 2.0.11, FreeBSD and perl 5.6 port
In-Reply-To: <1014729058.1850.149.camel@notebook.au.enger.org>
Message-ID: <Pine.LNX.4.44.0202261544340.631-100000@x22.ripe.net>

On 27 Feb 2002, Matthew Enger wrote:

> I am attempting to install RT 2.0.11 on a FreeBSD box (4.4-RELEASE). I
> have installed the perl 5.6 port and installed all the modules under
> that perl install. make testdeps is reporting everything ok. (and it is
> checking the correct perl).
>
> I have a fresh copy of apache with mod perl (compiled off the perl 5.6)
> and every time I load apache, I get:
>
> # ./apachectl start
> Segmentation fault - core dumped.
> ./apachectl start: httpd could not be started.

You still have old 5.003 libraries somewhere.  Find them, kill them, then
restart apache.  This is especially the case if you upgraded to 5.6.1 as a
result of CPAN including it as a dependency for some of RT's dependencies.

> Does anyone have any ideas what I could do to fix this?

Took me an hour to reinstall the dependencies over a modem (home machine)
once the above had been done.  FreeBSD comes default with 5.003, and
mod_perl just does not like the old libraries.


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




From bruce_campbell at ripe.net  Tue Feb 26 09:59:37 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 26 Feb 2002 15:59:37 +0100 (CET)
Subject: [rt-users] Prevent new tickets from being stalled
In-Reply-To: <FD2EC577E876CA418D08460A64646FBD0112471F@titan.nha.co.za>
Message-ID: <Pine.LNX.4.44.0202261550470.631-100000@x22.ripe.net>

On Tue, 26 Feb 2002, Rehan van der Merwe wrote:

> Does anyone have a patch to prevent new tickets from being stalled
> immidiately?
>
> What I am trying to achieve is to prevent someone from sidelining a ticket
> and then forgetting about it (since stalled does not show up in the
> homepage).

You could:

	write a Scrip to unstall it if the creation date is less than a
	few days ago

	change the webUI to prevent stalling if the age is less than a few
	days ago.

	change the default listing in the webUI to display stalled tickets

Regards,

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





From khera at kcilink.com  Tue Feb 26 11:14:25 2002
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 26 Feb 2002 11:14:25 -0500
Subject: [rt-users] RT 2.0.11, FreeBSD and perl 5.6 port
In-Reply-To: <1014729058.1850.149.camel@notebook.au.enger.org>
References: <1014729058.1850.149.camel@notebook.au.enger.org>
Message-ID: <15483.46177.478288.152220@onceler.kciLink.com>

>>>>> "ME" == Matthew Enger <matthew at enger.org> writes:

ME> I am attempting to install RT 2.0.11 on a FreeBSD box (4.4-RELEASE). I
ME> have installed the perl 5.6 port and installed all the modules under
ME> that perl install. make testdeps is reporting everything ok. (and it is
ME> checking the correct perl).

I have: FreeBSD 4.4-STABLE, Perl 5.6.1 from ports tree, mod_perl from CVS as
DSO module, apache+modssl from ports tree.  RT 2.0.11 works
perfectly.  I run it in its own instance of apache running on a
high-number port under SSL.


ME> I have a fresh copy of apache with mod perl (compiled off the perl 5.6)
ME> and every time I load apache, I get:

ME> # ./apachectl start
ME> Segmentation fault - core dumped.
ME> ./apachectl start: httpd could not be started.

My guess is that you still have some older perl modules in your perl
5.005_03 installation that have compiled components (*.so files) that
are loaded by perl on demand.  The perl 5.6.1 install from the ports
tends to crash with these.

Here's what I did:

find /usr/local/lib/perl5/site_perl/5.005/i386-freebsd -name '*.so' -print

then for every thing like "auto/DBI/DBI.so" you see listed there, go
into CPAN (make sure it is running under 5.6.1) and type "force
install DBI".  This will ensure you have a proper .so for this module
for this version of Perl.

I configured CPAN to add "UNINST=1" to the make install step, so it
removes the 5.005_03 version of that file.

If this doesn't fix it, go to the mod_perl sources and find the
troubleshooting guide.  Follow the instructions there, and post to the
mod_perl mailing list.

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



From khera at kcilink.com  Tue Feb 26 11:16:21 2002
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 26 Feb 2002 11:16:21 -0500
Subject: [rt-users] RT 2.0.11, FreeBSD and perl 5.6 port
In-Reply-To: <007801c1bed2$0e8e4920$8c09cea7@eng.cv.net>
References: <1014729058.1850.149.camel@notebook.au.enger.org>
	<007801c1bed2$0e8e4920$8c09cea7@eng.cv.net>
Message-ID: <15483.46293.154684.373183@onceler.kciLink.com>

>>>>> "MS" == Marc Spitzer <mspitze1 at optonline.net> writes:

MS> is mod_perl a dso or static?  If mod_perl is not static try recompiling it
MS> as static.  And make sure that the perl561 perl is the first perl in your
MS> path, on my FBSD install /usr/bin comes before /usr/local/bin and the port
MS> probably is in /usr/local/bin.

mod_perl works just fine on freebsd 4.x as a DSO.

the perl 5.6.1 port has the option to replace /usr/bin/perl with the
5.6.1 version.  i recommend doing that, too.



From speedr at datawave.ca  Tue Feb 26 12:22:35 2002
From: speedr at datawave.ca (Ryan Speed)
Date: Tue, 26 Feb 2002 09:22:35 -0800
Subject: [rt-users] Installing Rt2 for the first time
In-Reply-To: <EEECJNLABAPDMAMCLEJCCEIOCAAA.pburkett@callatg.com>
References: <5.1.0.14.0.20020224140525.02eb5ec0@127.0.0.1>
	<EEECJNLABAPDMAMCLEJCCEIOCAAA.pburkett@callatg.com>
Message-ID: <20020226092235.58da78b3.speedr@datawave.ca>

Haha, had you only had rt before hand you could have recorded it there.  Where I work we have a separate queue for sysadmins, any changes to systems, new installations etc, we send an email to the email address of our queue, and voila we've now got a running history of any changes we've made, the problems we came across, and any other little thing that may be usefull to future nerds.

On Sun, 24 Feb 2002 22:06:09 -0800
"Paul Burkett" <pburkett at callatg.com> wrote:

> I had the same exact problem, and I went insane for days. Somehow I fixed it
> and got it working again, but now I don't remember. Maybe if I wasn't such
> an idiot I would actually take notes of problems I've had and how I solved
> them. Sorry dude, I hope there's some else in here that can help you with
> the problem.
> 
> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of del
> Sent: Sunday, February 24, 2002 11:13 AM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Installing Rt2 for the first time
> 
> 
> greetings,
> 
> i am trying to install RT2 for the first time on a RH 7.2 Linux system
> 
> Below is the following error msg......what did I do wrong...? MySQL
> (version  mysql-3.23.49 )was started as  $bindir/safe_mysqld
> --datadir=$datadir --pid-file=$pid_file &
> 
> any suggestions...?
> 
> donnie
> 
> 
> Enter the mysql administrator's database password to create a new user for
> RT
> ERROR 1175 at line 2: You are using safe update mode and you tried to
> update a table without a WHERE that uses a KEY column
> Enter the mysql administrator's database password to nondestructively
> reload the database
> /usr/bin/perl   tools/initdb 'mysql' '/usr/local/mysql' 'localhost' '' 'rt'
> 'rt2' insert
> Now populating database schema.
> Enter the mysql password for rt:
> Creating database schema.
> DBI->connect(dbname=rt2;host=localhost) failed: Access denied for user:
> 'rt at localhost' (Using password: YES) at tools/initdb line 144
> Access denied for user: 'rt at localhost' (Using password: YES) at
> tools/initdb line 144, <STDIN> line 1.
> make: *** [initdb.rtuser] Error 255
> [root at dakar rt-2-0-11]# make dropdb
> /usr/bin/perl   tools/initdb 'mysql' '/usr/local/mysql' 'localhost' ''
> 'root' 'rt2' drop
> Now dropping the RT2 database.
> Enter the mysql password for root:
> About to drop mysql database rt2.
> WARNING: This will erase all data in rt2.
> If you have an existing RT 2.x installation, this will destroy all your
> data.
> i
> Proceed [y/N]:y
> 
> Dropping mysql database rt2.
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 



From mspitze1 at optonline.net  Tue Feb 26 12:27:54 2002
From: mspitze1 at optonline.net (Marc Spitzer)
Date: Tue, 26 Feb 2002 12:27:54 -0500
Subject: [rt-users] RT 2.0.11, FreeBSD and perl 5.6 port
References: <1014729058.1850.149.camel@notebook.au.enger.org>
 <007801c1bed2$0e8e4920$8c09cea7@eng.cv.net>
 <15483.46293.154684.373183@onceler.kciLink.com>
Message-ID: <019301c1beea$eca75ae0$8c09cea7@eng.cv.net>


> >>>>> "MS" == Marc Spitzer <mspitze1 at optonline.net> writes:
>
> MS> is mod_perl a dso or static?  If mod_perl is not static try
recompiling it
> MS> as static.  And make sure that the perl561 perl is the first perl in
your
> MS> path, on my FBSD install /usr/bin comes before /usr/local/bin and the
port
> MS> probably is in /usr/local/bin.
>
> mod_perl works just fine on freebsd 4.x as a DSO.
>
> the perl 5.6.1 port has the option to replace /usr/bin/perl with the
> 5.6.1 version.  i recommend doing that, too.
>

If you do that you also need to set NOPERL to true, uncomment the line in
/etc/make.conf.  If you do not have /etc/make.conf copy
/etc/defaults/make.conf to /etc/make.conf or it will be over written the
next time you buildworld.

marc


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




From khera at kcilink.com  Tue Feb 26 12:49:32 2002
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 26 Feb 2002 12:49:32 -0500
Subject: [rt-users] RT 2.0.11, FreeBSD and perl 5.6 port
In-Reply-To: <019301c1beea$eca75ae0$8c09cea7@eng.cv.net>
References: <1014729058.1850.149.camel@notebook.au.enger.org>
	<007801c1bed2$0e8e4920$8c09cea7@eng.cv.net>
	<15483.46293.154684.373183@onceler.kciLink.com>
	<019301c1beea$eca75ae0$8c09cea7@eng.cv.net>
Message-ID: <15483.51884.166973.27593@onceler.kciLink.com>

>>>>> "MS" == Marc Spitzer <mspitze1 at optonline.net> writes:

MS> If you do that you also need to set NOPERL to true, uncomment the line in
MS> /etc/make.conf.  If you do not have /etc/make.conf copy
MS> /etc/defaults/make.conf to /etc/make.conf or it will be over written the
MS> next time you buildworld.

or, just run "use.perl port" after installworld.  same effect, and you
get optimized SSL libs.  if you turn off perl building, you lose
CPU-optimized SSL libs, assuming you tell it what your CPU is in the
first place.



From purp at wildbrain.com  Tue Feb 26 13:03:29 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 26 Feb 2002 10:03:29 -0800
Subject: [rt-users] Netscape Vcard fouls up RT mail?
Message-ID: <1014746609.2641.297.camel@labyrinth.wildbrain.com>

Hello!

I've been seeing this with one particular user who has Netscape set up
to send a vcard attachment; often he'll reply to a ticket and, while the
entire correspondence is entered in the ticket, RT only sends along the
vcard.

Have I missed an obvious configuration bit?

Thanks!

--j
-- 
Jim Meyer, Geek At Large                              purp at wildbrain.com




From Ramon.Crespo at stis.com  Tue Feb 26 13:54:18 2002
From: Ramon.Crespo at stis.com (Crespo, Ramon)
Date: Tue, 26 Feb 2002 13:54:18 -0500
Subject: [rt-users] RT 2.0.11, FreeBSD and perl 5.6 port
Message-ID: <EFF0DECB3849D4118E2C00508BCFD4E57D1AE7@fl-mia01-m.stis.com.10.in-addr.arpa>

I'm currently running a test machine with DEC600au and FreeBSD-4.5 Release
with Apache 1.3.22 and mod_perl as well as perl5.6.1 from the ports tree.
What I did is not recommended unless you don't mind re-installing perl was
to nuke the entire 5.003 install that was on the machine. This provided me
with a clean slate .. then went to the rt src dir and did a make testdeps
and make fixdeps .. after all of this was done. I did the post installation
things as documented in the install file and off I was into RT land. I hope
this helps someone.

Kind Regards,

Ramon Crespo
Supra Telecom QA 


-----Original Message-----
From: Bruce Campbell [mailto:bruce_campbell at ripe.net]
Sent: Tuesday, February 26, 2002 9:50 AM
To: Matthew Enger
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] RT 2.0.11, FreeBSD and perl 5.6 port


On 27 Feb 2002, Matthew Enger wrote:

> I am attempting to install RT 2.0.11 on a FreeBSD box (4.4-RELEASE). I
> have installed the perl 5.6 port and installed all the modules under
> that perl install. make testdeps is reporting everything ok. (and it is
> checking the correct perl).
>
> I have a fresh copy of apache with mod perl (compiled off the perl 5.6)
> and every time I load apache, I get:
>
> # ./apachectl start
> Segmentation fault - core dumped.
> ./apachectl start: httpd could not be started.

You still have old 5.003 libraries somewhere.  Find them, kill them, then
restart apache.  This is especially the case if you upgraded to 5.6.1 as a
result of CPAN including it as a dependency for some of RT's dependencies.

> Does anyone have any ideas what I could do to fix this?

Took me an hour to reinstall the dependencies over a modem (home machine)
once the above had been done.  FreeBSD comes default with 5.003, and
mod_perl just does not like the old libraries.


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


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



From rmillisl at enel.ucalgary.ca  Tue Feb 26 14:13:28 2002
From: rmillisl at enel.ucalgary.ca (Randy Millis (Lists Acct.))
Date: Tue, 26 Feb 2002 12:13:28 -0700
Subject: [rt-users] RH 7 RT 2 make fixdeps problems
Message-ID: <3C7BDE58.58C6F484@enel.ucalgary.ca>

I'm trying to set up a Linux test machine with rt 2.0.11 and am getting
the following messages / errors as I try to install the perl modules.
Any help is appreciated:

-cut-
make testdeps | grep not
Checking for Apache::Cookie....Apache::Cookie not installed.
Checking for Apache::Session 1.53 ....Apache::Session 1.53  not
installed.
Checking for DBD::mysql 2.0416 ....DBD::mysql 2.0416  not installed.
-cut-

If I run make fixdeps and respond as follows:

-cut-
Removing previously used /root/.cpan/build/Msql-Mysql-modules-1.2219

  CPAN.pm: Going to build J/JW/JWIED/Msql-Mysql-modules-1.2219.tar.gz

Which drivers do you want to install?

    1)  MySQL only
    2)  mSQL only (either of mSQL 1 or mSQL 2)
    3)  MySQL and mSQL (either of mSQL 1 or mSQL 2)

    4)  mSQL 1 and mSQL 2
    5)  MySQL, mSQL 1 and mSQL 2

Enter the appropriate number:  [3] 1

Do you want to install the MysqlPerl emulation? You might keep your old
Mysql module (to be distinguished from DBD::mysql!) if you are concerned

about compatibility to existing applications! [y] ENTER
Where is your MySQL installed? Please tell me the directory that
contains the subdir 'include'. [/usr] ENTER
Which database should I use for testing the MySQL drivers? [test]ENTER
On which host is database test running (hostname, ip address or
host:port) [localhost]ENTER

User name for connecting to database test? [undef]root
Password for connecting to database test? [undef] ENTER
-cut-

I then get prompted:

-cut-

Sources for perl5 found in "/root/.cpan/build/perl-5.6.1".

Beginning of configuration questions for perl5.

Checking echo to see how to suppress newlines...
...using -n.
The star should be here-->*

First let's make sure your kit is complete.  Checking...
Looks good...

[bla bla bla]

[Type carriage return to continue]

-cut-

I respond with ENTER to all the defaults and then get the error:

-cut-
Running Mkbootstrap for DBD::mysql ()
chmod 644 mysql.bs
LD_RUN_PATH="/usr/lib/mysql:/lib:/usr/lib:/usr/lib/gcc-lib/i386-redhat-linux/2.96"
gcc -o ../blib/arch/auto/DBD/mysql/mysql.so  -shared -L/usr/local/lib
dbdimp.o mysql.o -L/usr/lib/mysql    -L/usr/lib/mysql -lmysqlclient -lm
-lz -L/usr/lib/gcc-lib/i386-redhat-linux/2.96 -lgcc
/usr/bin/ld: cannot find -lz
collect2: ld returned 1 exit status
make[2]: *** [../blib/arch/auto/DBD/mysql/mysql.so] Error 1
make[2]: Leaving directory
`/root/.cpan/build/Msql-Mysql-modules-1.2219/mysql'
make[1]: *** [subdirs] Error 2
make[1]: Leaving directory `/root/.cpan/build/Msql-Mysql-modules-1.2219'

  /usr/bin/make  -- NOT OK
Running make test
  Oops, make had returned bad status
Running make install
  Oops, make had returned bad status

-cut-

The OS  detaisl are:

Red Hat Linux release 7.1 (Seawolf)
Kernel 2.4.9-21 on an i686

All rpms were updated using redhat up2date and the following are
installed:

mailcap-2.1.4-2
redhat-release-7.1-1
bdflush-1.5-16
cracklib-2.7-8
db2-2.4.14-5
dosfstools-2.2-8
eject-2.0.2-7
finger-0.17-7
glib-1.2.9-1
hdparm-3.9-6
ksymoops-2.4.0-3
libtermcap-2.0.8-26
mailx-8.1.1-20
mktemp-1.5-8
bzip2-1.0.1-3
MAKEDEV-3.1.0-14
ncurses-5.2-8
cpio-2.4.2-20
ed-0.2-19
gawk-3.0.6-1
grep-2.4.2-5
dhcpcd-1.3.18pl8-10
make-3.79.1-5
net-tools-1.57-6
popt-1.6.2-8
psmisc-19-4
raidtools-0.90-20
readline-4.1-9
rmt-0.4b21-3
sed-3.02-9
shadow-utils-20000826-4
slang-1.4.2-2
kbdconfig-1.9.12-1
setuptool-1.7-2
sysklogd-1.4-7
tar-1.13.19-4
tcsh-6.10-5
textutils-2.0.11-7
mkbootdisk-1.4.2-1
time-1.7-13
crontabs-1.9-2words-2-16
kudzu-0.98.10-1
sh-utils-2.0-13
zlib-1.1.3-22
libpng-1.0.9-1
rpm-python-4.0.2-8
apmd-3.0final-29
ipchains-1.3.10-7
kernel-2.4.2-2
pciutils-2.1.8-19
vixie-cron-3.0.1-62
mod_perl-1.24_01-2
dump-0.4b21-3
stat-2.2-2
mysql-3.23.36-1
tripwire-2.3.0-58
sendmail-cf-8.11.6-2.7.1
tmpwatch-2.8-0.7.x
xinetd-2.3.3-1
python-popt-0.6-4
filesystem-2.1.0-2.1
glibc-2.2.4-19.3
utempter-0.5.2-4
vim-minimal-6.0-0.27
mount-2.11b-3
mouseconfig-4.22-1
mod_ssl-2.8.5-0.7
openldap-2.0.21-0.7.1
rhn_register-2.7.2-7.x.8
initscripts-5.84.1-1
openssh-clients-2.9p2-11.7
quota-3.01pre9-0.7.1
SysVinit-2.78-17
cpp-2.96-85
devfsd-2.4.3-12
e2fsprogs-1.23-1.7.1
gnupg-1.0.6-1
krb5-libs-1.2.2-12
groff-1.17.2-7.0.2
man-1.5i2-0.7x.5
mm-1.1.3-2
mod_put-1.3-2
mod_bandwidth-2.0.3-2
kernel-headers-2.4.9-21
redhat-logos-1.1.2-3
setup-2.4.7-1
basesystem-7.0-2
termcap-11.0.1-8
chkconfig-1.2.22-1
db1-1.85-5
db3-3.1.17-7
file-3.33-1
gdbm-1.8.0-5
gmp-3.1.1-3
iputils-20001110-1
libjpeg-6b-15
mingetty-0.9.4-16
bash-2.04-21
hotplug-2001_02_14-15
info-4.0-20
fileutils-4.0.36-4
findutils-4.1.6-2
gettext-0.10.35-31
ash-0.3.7-1
gzip-1.3-12
m4-1.4.1-4
nkf-1.92-4
perl-5.6.0-12
logrotate-3.5.4-1
procps-2.0.7-8
pwdb-0.61.1-1
rdate-1.0-7
ftp-0.17-7
rootfiles-7.0-4
console-tools-19990829-34
setserial-2.17-2
dev-3.1.0-14
newt-0.50.22-2
ntsysv-1.2.22-1
slocate-2.5-5
syslinux-1.52-1
tcp_wrappers-7.6-18
lilo-21.4.4-13
traceroute-1.4a5-25
vim-common-6.0-0.27
which-2.12-1
cracklib-dicts-2.7-8
authconfig-4.1.6-1
gpm-1.19.3-16
passwd-0.64.1-4
freetype-2.0.1-4
krbafs-1.0.5-1
pam_krb5-1.31-1
python-1.5.2-30
rpm-4.0.2-8
lokkit-0.43-6
pump-0.8.11-1
timeconfig-3.2-1
anacron-2.3-16
perl-DBI-1.14-10
gd-1.8.3-7
binutils-2.10.91.0.2-3
lsof-4.51-1
linuxconf-1.24r2-10
mysql-devel-3.23.36-1
perl-DBD-MySQL-1.2215-1
vlock-1.3-5
telnet-0.17-18.1
util-linux-2.11f-17
python-xmlrpc-1.5.1-7.x.3
up2date-2.7.11-7.x.1
glibc-common-2.2.4-19.3
up2date-2.7.11-7.x.1
glibc-common-2.2.4-19.3
modutils-2.4.13-0.7.1
mkinitrd-3.2.6-1
openssl-0.9.6-9
pam-0.75-18.7
procmail-3.21-0.71
sendmail-8.11.6-2.7.1
openssh-2.9p2-11.7
openssh-server-2.9p2-11.7
glibc-devel-2.2.4-19.3
at-3.1.8-23
cyrus-sasl-1.5.24-22.7
diffutils-2.7-23
gcc-2.96-85
iptables-1.2.4-0.71.2
libstdc++-2.96-85
losetup-2.11b-3
expat-1.95.1-1
mod_throttle-3.1.2-3
apache-1.3.22-1.7.1
kernel-2.4.9-21
mysql-server-3.23.36-1






From mspitze1 at optonline.net  Tue Feb 26 15:07:22 2002
From: mspitze1 at optonline.net (Marc Spitzer)
Date: Tue, 26 Feb 2002 15:07:22 -0500
Subject: [rt-users] RT 2.0.11, FreeBSD and perl 5.6 port
References: <1014729058.1850.149.camel@notebook.au.enger.org>
 <007801c1bed2$0e8e4920$8c09cea7@eng.cv.net>
 <15483.46293.154684.373183@onceler.kciLink.com>
 <019301c1beea$eca75ae0$8c09cea7@eng.cv.net>
 <15483.51884.166973.27593@onceler.kciLink.com>
Message-ID: <004801c1bf01$33928f40$8c09cea7@eng.cv.net>

----- Original Message -----
From: "Vivek Khera" <khera at kcilink.com>
To: <rt-users at lists.fsck.com>
Sent: Tuesday, February 26, 2002 12:49 PM
Subject: Re: [rt-users] RT 2.0.11, FreeBSD and perl 5.6 port


> >>>>> "MS" == Marc Spitzer <mspitze1 at optonline.net> writes:
>
> MS> If you do that you also need to set NOPERL to true, uncomment the line
in
> MS> /etc/make.conf.  If you do not have /etc/make.conf copy
> MS> /etc/defaults/make.conf to /etc/make.conf or it will be over written
the
> MS> next time you buildworld.
>
> or, just run "use.perl port" after installworld.  same effect, and you
> get optimized SSL libs.  if you turn off perl building, you lose
> CPU-optimized SSL libs, assuming you tell it what your CPU is in the
> first place.
>

What is use.perl? I could not find it on my system.  I do not have the 5.6.1
port on my system and that could have something to do with it.

marc





From bradyn at maths.tcd.ie  Tue Feb 26 15:05:30 2002
From: bradyn at maths.tcd.ie (Niall Brady)
Date: Tue, 26 Feb 2002 20:05:30 +0000
Subject: [rt-users] RH 7 RT 2 make fixdeps problems 
In-Reply-To: Your message of "Tue, 26 Feb 2002 12:13:28 MST."
             <3C7BDE58.58C6F484@enel.ucalgary.ca> 
Message-ID: <200202262005.aa17968@salmon.maths.tcd.ie>

On Tue, 26 Feb 2002 12:13:28 MST, "Randy Millis (Lists Acct.)" said:
>
<snippity>
>
>Running Mkbootstrap for DBD::mysql ()
>chmod 644 mysql.bs
>LD_RUN_PATH="/usr/lib/mysql:/lib:/usr/lib:/usr/lib/gcc-lib/i386-redhat-linux/2
>.96"
>gcc -o ../blib/arch/auto/DBD/mysql/mysql.so  -shared -L/usr/local/lib
>dbdimp.o mysql.o -L/usr/lib/mysql    -L/usr/lib/mysql -lmysqlclient -lm
>-lz -L/usr/lib/gcc-lib/i386-redhat-linux/2.96 -lgcc
>/usr/bin/ld: cannot find -lz
>collect2: ld returned 1 exit status

You can see on line 4(?) up there that ld(1) is complaining about
'cannot find -lz'; as in zlib.

>zlib-1.1.3-22

It looks like you have zlib installed, but it may be hiding it's
libraries in an odd place... try doing a

	locate libz.so

to see where that is, and then you will have to update your Makefile for
that directory probably... using '-L /usr/lib' or whatever, as part of
the gcc arguments.

<rtfm>
or maybe that can be done in the configure stage somewhere, I dunno
I'm lazy and it's ages since I've done it!
</rtfm>

-- 
	Niall



From ipswitch at apk.net  Tue Feb 26 15:10:21 2002
From: ipswitch at apk.net (Stuart Krivis)
Date: Tue, 26 Feb 2002 15:10:21 -0500
Subject: [rt-users] question about requestors - using something other
 than e-mail address?
In-Reply-To: <Pine.LNX.4.44.0202260909050.3712-100000@tiger.gbdirect.co.uk>
References: <Pine.LNX.4.44.0202260909050.3712-100000@tiger.gbdirect.co.uk>
Message-ID: <80060000.1014754221@localhost>


--On Tuesday, February 26, 2002 09:12:33 +0000 Smylers 
<smylers at gbdirect.co.uk> wrote:

> Yesterday Stuart Krivis wrote:
>
>> ... it would be very helpful to be able to link tickets to a specific
>> customer number.  Just as an example, there might be several e-mail
>> addresses that are valid for contacts at ABC Co. ... We need some way
>> to be able to track tickets associated with the customer
>>
>> Does anyone have suggestions on the best way to handle this type of
>> thing?
>
> I haven't tried this myself (yet?), but I noticed that config.pm can
> have functions CanonicalizeAddress() and LookupExternalUserInfo()
> defined.
>
> Could you use these to link together the different e-mail addresses, so
> that RT treats them as the same user whichever address is used?

LookupExternalUserInfo() might be useful. I could use 'Name' to handle 
customer #s - I think. :-) It looks like it depends upon having an LDAP 
directory with all this info neatly stored away.

LDAP is one of those projects that we know we need to do, but haven't 
gotten to yet. It goes along with really normalizing the data in the 
billing system so it's useful.



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





From khera at kcilink.com  Tue Feb 26 15:27:41 2002
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 26 Feb 2002 15:27:41 -0500
Subject: [rt-users] RT 2.0.11, FreeBSD and perl 5.6 port
In-Reply-To: <004801c1bf01$33928f40$8c09cea7@eng.cv.net>
References: <1014729058.1850.149.camel@notebook.au.enger.org>
	<007801c1bed2$0e8e4920$8c09cea7@eng.cv.net>
	<15483.46293.154684.373183@onceler.kciLink.com>
	<019301c1beea$eca75ae0$8c09cea7@eng.cv.net>
	<15483.51884.166973.27593@onceler.kciLink.com>
	<004801c1bf01$33928f40$8c09cea7@eng.cv.net>
Message-ID: <15483.61373.892460.805482@onceler.kciLink.com>

>>>>> "MS" == Marc Spitzer <mspitze1 at optonline.net> writes:

MS> What is use.perl? I could not find it on my system.  I do not have
MS> the 5.6.1 port on my system and that could have something to do
MS> with it.

It is a utility that comes with the perl 5.6.1 port on freebsd to
switch between stock perl and new perl as the "default".



From spedersen at cspeed.com  Tue Feb 26 15:29:00 2002
From: spedersen at cspeed.com (Shannon Pedersen)
Date: Tue, 26 Feb 2002 12:29:00 -0800
Subject: [rt-users] RH 7 RT 2 make fixdeps problems
Message-ID: <DC250798D1BCCC47AA4D01D96D2107C82E3A00@dcsjcalpha.cspeed.com>

This may or may not help, but when I installed RT on a RH 7.1 system
there was a major problem with the RH perl version (5.6.0) and the
version that CPAN tried to install (5.6.1).  (I belatedly discovered
that you could halt the 5.6.1 installation.)

Anyway, when I ran testdeps, it wasn't finding the Apache modules that
you noted below, either.  I ended up having to install these modules by
hand using the direct perl path command to 5.6.0, (rather than just
"perl filename") and it then properly installed those modules, testdeps
was happy, and then the RT install went fine.

Shannon Pedersen 

-----Original Message-----
From: Randy Millis (Lists Acct.) [mailto:rmillisl at enel.ucalgary.ca]
Sent: Tuesday, February 26, 2002 11:13 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] RH 7 RT 2 make fixdeps problems


I'm trying to set up a Linux test machine with rt 2.0.11 and am getting
the following messages / errors as I try to install the perl modules.
Any help is appreciated:

-cut-
make testdeps | grep not
Checking for Apache::Cookie....Apache::Cookie not installed.
Checking for Apache::Session 1.53 ....Apache::Session 1.53  not
installed.
Checking for DBD::mysql 2.0416 ....DBD::mysql 2.0416  not installed.
-cut-



From rmillisl at enel.ucalgary.ca  Tue Feb 26 17:31:38 2002
From: rmillisl at enel.ucalgary.ca (Randy Millis (Lists Acct.))
Date: Tue, 26 Feb 2002 15:31:38 -0700
Subject: [rt-users] RH 7 RT 2 make fixdeps problems
References: <DC250798D1BCCC47AA4D01D96D2107C82E3A02@dcsjcalpha.cspeed.com>
Message-ID: <003901c1bf15$5b6e7ab0$18669f88@enel.ucalgary.ca>

----- Original Message ----- 
From: "Shannon Pedersen" <spedersen at cspeed.com>
To: "Randy Millis (Lists Acct.)" <rmillisl at enel.ucalgary.ca>
Sent: Tuesday, February 26, 2002 1:56 PM
Subject: RE: [rt-users] RH 7 RT 2 make fixdeps problems



> I think I did it the REALLY hard way, where I got the tarred perl
> modules and installed them by hand.  But rather than using:
> $ perl Makefile.pl
> 
> I used:
> $ /usr/bin/perl Makefile.pl
> 
> So in your case, you might try:
> $ /usr/local/bin/perl Makefile.pl
> 
> Alternatively, I do have the following written in my notes about
> installing from CPAN(my notes eventually got fairly incoherent):
> 
> $ /usr/bin/perl -MCPAN -e shell
> 
> which gives you a prompt like this:
> cpan>
> 
> >From there, I typed:
> install Apache::Session
> 
> or whatever you need.
> 
> Hopefully someone with more experience in all this will assist you as
> well - RT was really my first experience with Perl modules and CPAN.  A
> Definite crash course. :)

I'll give this a try. Thanks.




From rmillisl at enel.ucalgary.ca  Tue Feb 26 17:39:27 2002
From: rmillisl at enel.ucalgary.ca (Randy Millis (Lists Acct.))
Date: Tue, 26 Feb 2002 15:39:27 -0700
Subject: [rt-users] RH 7 RT 2 make fixdeps problems
References: <DC250798D1BCCC47AA4D01D96D2107C82E3A00@dcsjcalpha.cspeed.com>
Message-ID: <003a01c1bf16$72ee4c50$18669f88@enel.ucalgary.ca>

> This may or may not help, but when I installed RT on a RH 7.1 system
> there was a major problem with the RH perl version (5.6.0) and the
> version that CPAN tried to install (5.6.1).  (I belatedly discovered
> that you could halt the 5.6.1 installation.)

Anyone know how you halt the install if doing a make fixdeps?

This is the same issue I have it sounds like:

/usr/local/bin/perl is  perl, v5.6.1 built for i686-linux

/usr/bin/perl is perl v5.6.0 built for i386-linux

> Anyway, when I ran testdeps, it wasn't finding the Apache modules that
> you noted below, either.  I ended up having to install these modules by
> hand using the direct perl path command to 5.6.0, (rather than just
> "perl filename") and it then properly installed those modules, testdeps
> was happy, and then the RT install went fine.
>

I tried /usr/bin/perl -MCPAN -e shell but ran into two failures ant it looks
like one success.

-cut-
 make testdeps | grep not
Checking for Apache::Cookie....Apache::Cookie not installed.
Checking for Apache::Session 1.53 ....Apache::Session 1.53  not installed.
-cut-

Anyone haev any ideas what next?

Here's is what I did:

-cut-
/usr/bin/perl -MCPAN -e shell

cpan> install Apache::Cookie

In file included from apache_request.c:59:
apache_request.h:5:19: httpd.h: No such file or directory
apache_request.h:6:25: http_config.h: No such file or directory
apache_request.h:7:23: http_core.h: No such file or directory
apache_request.h:8:22: http_log.h: No such file or directory
apache_request.h:9:23: http_main.h: No such file or directory
apache_request.h:10:27: http_protocol.h: No such file or directory
apache_request.h:11:25: util_script.h: No such file or directory
make[1]: *** [apache_request.o] Error 1
make[1]: Leaving directory `/root/.cpan/build/libapreq-1.0/c'
make: *** [subdirs] Error 2
  /usr/bin/make  -- NOT OK
Running make test
  Oops, make had returned bad status
Running make install
  Oops, make had returned bad status


cpan> install Apache::Session
BEGIN failed--compilation aborted at
blib/lib/Apache/Session/Serialize/UUEncode.pm line 14.
Compilation failed in require at t/99uue.t line 7.
BEGIN failed--compilation aborted at t/99uue.t line 7.
t/99uue.............dubious
        Test returned status 2 (wstat 512, 0x200)
Failed Test  Status Wstat Total Fail  Failed  List of failed
----------------------------------------------------------------------------
---
t/99base64.t      2   512    ??   ??       %  ??
t/99dbfile.t      2   512    ??   ??       %  ??
t/99file.t        2   512    ??   ??       %  ??
t/99flex.t        2   512     2    2 100.00%  1-2
t/99mysql.t       2   512    ??   ??       %  ??
t/99oracle.t      2   512    ??   ??       %  ??
t/99postgres.t    2   512    ??   ??       %  ??
t/99storable.t    2   512    ??   ??       %  ??
t/99uue.t         2   512    ??   ??       %  ??
2 tests skipped.
Failed 9/18 test scripts, 50.00% okay. 2/86 subtests failed, 97.67% okay.
make: *** [test_dynamic] Error 2
  /usr/bin/make test -- NOT OK
Running make install
  make test had returned bad status, won't install without force

cpan> install DBD::mysql

All tests successful, 1 test skipped.
Files=18, Tests=764, 22 wallclock secs ( 1.74 cusr +  0.16 csys =  1.90 CPU)
  /usr/bin/make test -- OK
Running make install
Installing /usr/lib/perl5/site_perl/5.6.0/i386-linux/auto/DBD/mysql/mysql.so
Skipping /usr/lib/perl5/site_perl/5.6.0/i386-linux/auto/DBD/mysql/mysql.bs
(unchanged)
Files found in blib/arch: installing files in blib/lib into architecture
dependent library tree
Installing /usr/lib/perl5/site_perl/5.6.0/i386-linux/Mysql.pm
Installing /usr/lib/perl5/site_perl/5.6.0/i386-linux/Mysql/Statement.pm
Installing /usr/lib/perl5/site_perl/5.6.0/i386-linux/Bundle/DBD/mysql.pm
Installing /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBD/mysql.pod
Installing /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBD/mysql.pm
Installing /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBD/mysql/INSTALL.pod
Installing /usr/share/man/man3/DBD::mysql.3pm
Installing /usr/share/man/man3/DBD::mysql::INSTALL.3pm
Installing /usr/share/man/man3/Bundle::DBD::mysql.3pm
Installing /usr/share/man/man3/Mysql.3pm
Writing /usr/lib/perl5/site_perl/5.6.0/i386-linux/auto/DBD/mysql/.packlist
Appending installation info to /usr/lib/perl5/5.6.0/i386-linux/perllocal.pod
  /usr/bin/make install  -- OK

-cut-





From rmillisl at enel.ucalgary.ca  Tue Feb 26 17:48:11 2002
From: rmillisl at enel.ucalgary.ca (Randy Millis (Lists Acct.))
Date: Tue, 26 Feb 2002 15:48:11 -0700
Subject: [rt-users] RH 7 RT 2 make fixdeps problems
References: <DC250798D1BCCC47AA4D01D96D2107C82E3A00@dcsjcalpha.cspeed.com> <003a01c1bf16$72ee4c50$18669f88@enel.ucalgary.ca>
Message-ID: <004501c1bf17$ab1ea5b0$18669f88@enel.ucalgary.ca>

cpan> force  Apache::Session seemed to work.

Still Have the issue below now:

> /usr/bin/perl -MCPAN -e shell
> 
> cpan> install Apache::Cookie
> 
> In file included from apache_request.c:59:
> apache_request.h:5:19: httpd.h: No such file or directory
> apache_request.h:6:25: http_config.h: No such file or directory
> apache_request.h:7:23: http_core.h: No such file or directory
> apache_request.h:8:22: http_log.h: No such file or directory
> apache_request.h:9:23: http_main.h: No such file or directory
> apache_request.h:10:27: http_protocol.h: No such file or directory
> apache_request.h:11:25: util_script.h: No such file or directory
> make[1]: *** [apache_request.o] Error 1
> make[1]: Leaving directory `/root/.cpan/build/libapreq-1.0/c'
> make: *** [subdirs] Error 2
>   /usr/bin/make  -- NOT OK
> Running make test
>   Oops, make had returned bad status
> Running make install
>   Oops, make had returned bad status





From bruce_campbell at ripe.net  Tue Feb 26 18:05:59 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 27 Feb 2002 00:05:59 +0100 (CET)
Subject: [rt-users] RH 7 RT 2 make fixdeps problems
In-Reply-To: <004501c1bf17$ab1ea5b0$18669f88@enel.ucalgary.ca>
Message-ID: <Pine.LNX.4.44.0202262356060.631-100000@x22.ripe.net>

On Tue, 26 Feb 2002, Randy Millis (Lists Acct.) wrote:

> cpan> force  Apache::Session seemed to work.
>
> Still Have the issue below now:
>
> > /usr/bin/perl -MCPAN -e shell
> >
> > cpan> install Apache::Cookie
> >
> > In file included from apache_request.c:59:
> > apache_request.h:5:19: httpd.h: No such file or directory

I suspect that you have apache installed in a non-standard location, or
you did not install the apache include files.

Find where the files are on your system (locate httpd.h, or install them),
and include that directory to the end of $CCFLAGS in
/root/.cpan/build/libapreq-1.0/Makefile as
'-I/this/directory/has/httpd.h/in/it' , eg:

	CCFLAGS = -fno-strict-aliasing -I/usr/local/include -I/this/directory

Then run make in that (/root/.cpan/etc) directory, 'make test' and 'make
install' if this is ok.


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




From grega.milcinski at ijs.si  Tue Feb 26 18:12:23 2002
From: grega.milcinski at ijs.si (Grega Milcinski)
Date: Wed, 27 Feb 2002 00:12:23 +0100
Subject: [rt-users] delete ticket
Message-ID: <003001c1bf1b$0f999470$0101a8c0@WWWEED>

I noticed option "delete ticket" in RT's FAQ and manuals, but I cannot find
it on RT.
Does anybody know, how to enable it?

regards
Grega
--------------------------------
Grega Milcinski
KGB team
Institut Jozef Stefan
Slovenia
E-mail: grega.milcinski at ijs.si




From linuxbala at yahoo.com  Wed Feb 27 00:22:52 2002
From: linuxbala at yahoo.com (Bala)
Date: Tue, 26 Feb 2002 21:22:52 -0800 (PST)
Subject: [rt-users] How to create Queues?? in RT
Message-ID: <20020227052252.69933.qmail@web11904.mail.yahoo.com>

Hi All,
       I installed RT, logged in through UI login 
page and added users, now how to create queues??

 I want to send mail(ticket) for that queue is
required, in UI screen queue is comming in empty 
combo box.

pls help!, thanks in advance,

-bala-

__________________________________________________
Do You Yahoo!?
Yahoo! Greetings - Send FREE e-cards for every occasion!
http://greetings.yahoo.com



From linuxbala at yahoo.com  Wed Feb 27 02:03:53 2002
From: linuxbala at yahoo.com (Bala)
Date: Tue, 26 Feb 2002 23:03:53 -0800 (PST)
Subject: [rt-users] File not found error, while pressing Ticketin
Message-ID: <20020227070353.98086.qmail@web11907.mail.yahoo.com>

Hi All,
       In my UI page when I press New Ticket in Button
it is giving error as Queue could not be loaded??

  In httpd err-log file the error message as follows

 /usr/local/rt2/WebRT/html/Webrt
 /usr/local/rt2/WebRT/html/rt/admin-webrt

I don't have these files Webrt, admin-webrt. These
files should come with installation or we need to
copy, even in the source also these files are not
available.


WebRT: Queue not found ()[Tue Feb 26 22:05:04 2002]
[notice] child pid 1108 exit signal Segmentation fault
(11)
WebRT: No ticket specified ()WebRT: Queue could not be
loaded. ()[Tue Feb 26 22:06:01 2002] [notice] child
pid 1111 exit signal Segmentation fault (11)
WebRT: Could not load group ()[Tue Feb 26 22:27:46
2002] [notice] child pid 1113 exit signal Segmentation
fault (11)
[Tue Feb 26 22:29:39 2002] [error] [Mason] File does
not exist: /usr/local/rt2/WebRT/html/Webrt
[Tue Feb 26 22:32:42 2002] [error] [Mason] File does
not exist: /usr/local/rt2/WebRT/html/rt/admin-webrt
[Wed Feb 27 00:05:39 2002] [notice] child pid 1107
exit signal Segmentation fault (11)


How to avoid these errors??

-bala-

__________________________________________________
Do You Yahoo!?
Yahoo! Greetings - Send FREE e-cards for every occasion!
http://greetings.yahoo.com



From rob at myinternetplace.net  Wed Feb 27 02:50:03 2002
From: rob at myinternetplace.net (Rob Walker)
Date: 26 Feb 2002 23:50:03 -0800
Subject: [rt-users] you guys have enhanced mailgate working?
Message-ID: <1014796204.9169.74.camel@biffhero-laptop>

I am trying to get enhanced mailgate working, and would be happy with
some simple gpg errors, or something like that.  :-)

Whenever I send an email to my system, I get the following in reply.



This message was created automatically by mail delivery software (Exim).

A message that you sent could not be delivered to one or more of its
recipients. This is a permanent error. The following address(es) failed:

  pipe to |/usr/local/rt2/bin/enhanced-mailgate -v -d --queue tasks
--action correspond
    generated by munged at email.address
    Child process of address_pipe transport returned 255 (could mean
shell command ended by signal 127 (Unknown signal 127)) from command:
    /usr/local/rt2/bin/enhanced-mailgate

The following text was generated during the delivery attempt:

------ pipe to |/usr/local/rt2/bin/enhanced-mailgate -v -d --queue tasks
--action correspond
       generated by etasks at questelectronics.com ------

Can't call method "EmailAddress" on an undefined value at
/usr/local/rt2/lib/RT/Interface/Email.pm line 487, <STDIN> line 25.




If I do the following, I get the same error.

cat ~rob/mail.file | /usr/local/rt2/bin/enhanced-mailgate -d -v

I tried every version of rt from 2.0.3 up through 2.0.11, and from -6 on
up, I got the above error.  From -3 through -5, there were export
errors.  I couldn't use -10, since it wasn't downloadable from the web
site.

thanks,
rob




From bruce_campbell at ripe.net  Wed Feb 27 03:57:37 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 27 Feb 2002 09:57:37 +0100 (CET)
Subject: [rt-users] File not found error, while pressing Ticketin
In-Reply-To: <20020227070353.98086.qmail@web11907.mail.yahoo.com>
Message-ID: <Pine.LNX.4.44.0202270951530.631-100000@x22.ripe.net>

On Tue, 26 Feb 2002, Bala wrote:

>  /usr/local/rt2/WebRT/html/Webrt
>  /usr/local/rt2/WebRT/html/rt/admin-webrt

You have a typo in either config.pm, or the Virtualhost section of
httpd.conf.  Please quote those, checking with the configuration notes on
http://www.fsck.com/rtfm/ .

( Any directory listed in the $Mason.. variables in config.pm must exist,
  and be within DocumentRoot in httpd.conf )

Regards,

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





From bruce_campbell at ripe.net  Wed Feb 27 04:06:24 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 27 Feb 2002 10:06:24 +0100 (CET)
Subject: [rt-users] delete ticket
In-Reply-To: <003001c1bf1b$0f999470$0101a8c0@WWWEED>
Message-ID: <Pine.LNX.4.44.0202270958100.631-100000@x22.ripe.net>

On Wed, 27 Feb 2002, Grega Milcinski wrote:

> I noticed option "delete ticket" in RT's FAQ and manuals, but I cannot find
> it on RT.
> Does anybody know, how to enable it?

The base system of RT does not support the removal of content from the
database.  There was (at some point in time) a script to perform
irreversible deletes of tickets with 'dead' status which may be what you
are looking for, but you will have to search through the list archives to
find its reference.

Note:  Unless you know what you are doing, do not perform manual or
scripted deletes from the database.  Bad, unspecified and greatly horrible
things will happen to you.

Regards,

-- 
                             Bruce Campbell                            RIPE
              Avoid handing people possible                             NCC
                instruments of destruction.                      Operations




From linuxbala at yahoo.com  Wed Feb 27 06:01:13 2002
From: linuxbala at yahoo.com (Bala)
Date: Wed, 27 Feb 2002 03:01:13 -0800 (PST)
Subject: [rt-users] File not found error, while pressing Ticketin
In-Reply-To: <Pine.LNX.4.44.0202270951530.631-100000@x22.ripe.net>
Message-ID: <20020227110113.90866.qmail@web11901.mail.yahoo.com>

Thanks Bruce,
	     In my UI page Configuration->Queues, I am not
getting the add new queue button, when I press
NewTicket in button I am getting error as RT Error
Queue could not be loaded, same error in my httpd
err-log file also.

In my httpd.conf file 
------------------------------------------
DocumentRoot "/usr/local/rt2/WebRT/html"

<VirtualHost 192.168.0.208>
        DocumentRoot /usr/local/rt2/WebRT/html
        ServerName LKC208.bala.com.LKC208
        PerlModule Apache::DBI
        PerlFreshRestart On
        PerlRequire /usr/local/rt2/bin/webmux.pl
        <Location />
         SetHandler perl-script
         PerlHandler RT::Mason
        </Location>
</VirtualHost>
------------------------------------------


In my config.pm file
---------------------

$MasonComponentRoot = "/usr/local/rt2/WebRT/html";
$MasonLocalComponentRoot =
"/usr/local/rt2/WebRT/html"; 
$MasonDataDir = "/usr/local/rt2/WebRT/data"; 
$MasonSessionDir = "/usr/local/rt2/WebRT/sessiondata";

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

I checked all the files are present, can you help me
why this error is comming??

Thanks in advance,
-bala-




--- Bruce Campbell <bruce_campbell at ripe.net> wrote:
> On Tue, 26 Feb 2002, Bala wrote:
> 
> >  /usr/local/rt2/WebRT/html/Webrt
> >  /usr/local/rt2/WebRT/html/rt/admin-webrt
> 
> You have a typo in either config.pm, or the
> Virtualhost section of
> httpd.conf.  Please quote those, checking with the
> configuration notes on
> http://www.fsck.com/rtfm/ .
> 
> ( Any directory listed in the $Mason.. variables in
> config.pm must exist,
>   and be within DocumentRoot in httpd.conf )
> 
> Regards,
> 
> -- 
>                              Bruce Campbell         
>                   RIPE
>                    Systems/Network Engineer         
>                    NCC
>                  www.ripe.net - PGP562C8B1B         
>             Operations
> 
> 


__________________________________________________
Do You Yahoo!?
Yahoo! Greetings - Send FREE e-cards for every occasion!
http://greetings.yahoo.com



From bruce_campbell at ripe.net  Wed Feb 27 11:10:50 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 27 Feb 2002 17:10:50 +0100 (CET)
Subject: [rt-users] File not found error, while pressing Ticketin
In-Reply-To: <20020227110113.90866.qmail@web11901.mail.yahoo.com>
Message-ID: <Pine.LNX.4.44.0202271707510.631-100000@x22.ripe.net>

On Wed, 27 Feb 2002, Bala wrote:

VirtualHost looks ok.

> In my config.pm file
> ---------------------
>
> $MasonComponentRoot = "/usr/local/rt2/WebRT/html";
> $MasonLocalComponentRoot =
> "/usr/local/rt2/WebRT/html";

This should definitely be on one line.

> $MasonDataDir = "/usr/local/rt2/WebRT/data";
> $MasonSessionDir = "/usr/local/rt2/WebRT/sessiondata";

The rest looks ok, so unless you've changed something (remember to stop
then start apache when changing config.pm), I don't understand where
you're getting /usr/local/rt2/WebRT/html/Webrt/html from.


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




From rmillisl at enel.ucalgary.ca  Wed Feb 27 11:23:59 2002
From: rmillisl at enel.ucalgary.ca (Randy Millis (Lists Acct.))
Date: Wed, 27 Feb 2002 09:23:59 -0700
Subject: [rt-users] RH 7 RT 2 make fixdeps problems
References: <Pine.LNX.4.44.0202262356060.631-100000@x22.ripe.net>
Message-ID: <004301c1bfab$29272a70$18669f88@enel.ucalgary.ca>

> > Still Have the issue below now:
> >
> > > /usr/bin/perl -MCPAN -e shell
> > >
> > > cpan> install Apache::Cookie
> > >
> > > In file included from apache_request.c:59:
> > > apache_request.h:5:19: httpd.h: No such file or directory

> I suspect that you have apache installed in a non-standard location, or
> you did not install the apache include files.

Is that becasue I used the redhat RPM for apache?

> Find where the files are on your system (locate httpd.h, or install them),
> and include that directory to the end of $CCFLAGS in
> /root/.cpan/build/libapreq-1.0/Makefile as
> '-I/this/directory/has/httpd.h/in/it' , eg:
>
> CCFLAGS = -fno-strict-aliasing -I/usr/local/include -I/this/directory
>
> Then run make in that (/root/.cpan/etc) directory, 'make test' and 'make
> install' if this is ok.

I'll give this a try.





From gary.stainburn at ringways.co.uk  Wed Feb 27 12:22:27 2002
From: gary.stainburn at ringways.co.uk (Gary Stainburn)
Date: Wed, 27 Feb 2002 17:22:27 +0000
Subject: [rt-users] external authentication
Message-ID: <E16g7mi-0004Rp-00@stan.ringways.co.uk>

Hi all,

Can RT use external username/password authentication modules?

I've got an AIX4.2 system that everyone has an account on. I'm developing an 
in-house inetd based authentication system so that I can then use it in a 
number of distributed systems we have within the group - one 
username/password per user regardless of which system or app they are using.

I (will) have a small perl script that will sit on the client systems and 
using Net::Telnet interrogate the AIX box.  Can I then get RT to use this 
script to check that the password is correct.

I have no problem with actually creating user accounts within RT for each 
user (I asume I can do this from the command line using rt or rtadmin), but I 
don't want to have to replicate passwords every time they are changed.

-- 
Gary Stainburn
 
This email does not contain private or confidential material as it
may be snooped on by interested government parties for unknown
and undisclosed purposes - Regulation of Investigatory Powers Act, 2000     



From bruce_campbell at ripe.net  Wed Feb 27 12:55:45 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 27 Feb 2002 18:55:45 +0100 (CET)
Subject: [rt-users] external authentication
In-Reply-To: <E16g7mi-0004Rp-00@stan.ringways.co.uk>
Message-ID: <Pine.LNX.4.44.0202271847130.631-100000@x22.ripe.net>

On Wed, 27 Feb 2002, Gary Stainburn wrote:

> Can RT use external username/password authentication modules?

Yes.  You will need to write a bit of code (to call your other code) to
sit within your config.pm to do so, flip the appropriate clearly-labled
switches within there, and it should work.

> I've got an AIX4.2 system that everyone has an account on. I'm developing an
> in-house inetd based authentication system so that I can then use it in a
> number of distributed systems we have within the group - one
> username/password per user regardless of which system or app they are using.

Urm.  Do not pass passwords in the clear.  Basic security.  Run your RT
instance over SSL if possible, interface with your external authentication
using shared keys between the RT box and the auth box, apply limits on
your auth boxes on the number of password attempts per time unit, but do
not repeat the problems of telnet, imap, pop, etc etc ;)

Regards,

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




From rt2trouble at morben.ca  Wed Feb 27 13:23:26 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Wed, 27 Feb 2002 10:23:26 -0800
Subject: [rt-users] RT is not compatible with Links?
Message-ID: <200202271823.g1RINgt18703@buffy.pacificcoast.net>

Why is it that I can not connect to RT with 'links' but the old version, 
'lynx' works just fine?

Might be something on my end.. Anyone else notice this?

PS: I care because the RT server we use is not SSL and if we can SSH into the 
shell and then run links to access 'localhost', we can get to our tickets 
from remote without worrying about SSL. Might be easier to reinstall RT with 
SSL support but taking RT down for even more work would really create some 
issues with the users.



From spedersen at cspeed.com  Wed Feb 27 13:57:47 2002
From: spedersen at cspeed.com (Shannon Pedersen)
Date: Wed, 27 Feb 2002 10:57:47 -0800
Subject: [rt-users] Time Zone - MySQL only.
Message-ID: <DC250798D1BCCC47AA4D01D96D2107C82E3A0B@dcsjcalpha.cspeed.com>

I have an odd problem that I'm not sure how to remedy.  I've looked
through the archives but nothing addresses my particular situation.

I'm on PST time; the time is correct on my server when I use "date", he
time is correct in MySQL when I use "select now();" and the time is
correct in RT when you display and email tickets.

The problem?  The actual time getting recorded in MySQL as the "Started"
field is in GMT!  I didn't realize this until I started using the Open
Tickets addon that includes this field in the email, and the timestamps
were off.  When I went investigating, it turned out that the actual time
being recorded in MySQL is wrong, although it appears properly
everywhere else.

Any thoughts?

Thanks much,

Shannon Pedersen



From gashaw at asosa.org  Wed Feb 27 16:06:08 2002
From: gashaw at asosa.org (Gashaw Mengistu)
Date: Wed, 27 Feb 2002 16:06:08 -0500 (EST)
Subject: [rt-users] problem compiling libapreq
Message-ID: <Pine.LNX.4.33L2.0202271557210.25888-100000@selam.asosa.org>

Hello all,

New to the list and first post. I am having a problem compiling libapreq
so that I can get Apache::Cookie in my testdep. This is what I get:

apache_request.c:372: `DECLINED' undeclared (first use in this function)
apache_request.c:375: `NULL' undeclared (first use in this function)
apache_request.c:376: `table' undeclared (first use in this function)
apache_request.c:376: `header' undeclared (first use in this function)
apache_request.c:376: invalid lvalue in assignment
apache_request.c:377: parse error before `const'
apache_request.c:381: `OK' undeclared (first use in this function)
apache_request.c:384: `cd' undeclared (first use in this function)
apache_request.c:387: request for member `pool' in something not a
structure or union
apache_request.c:387: warning: assignment makes pointer from integer
without a cast
apache_request.c:394: request for member `pool' in something not a
structure or union
apache_request.c:394: warning: assignment makes pointer from integer
without a cast
apache_request.c:396: `param' undeclared (first use in this function)
apache_request.c:396: request for member `pool' in something not a
structure or union
apache_request.c:399: `filename' undeclared (first use in this function)
apache_request.c:399: request for member `pool' in something not a
structure or union
apache_request.c:528: warning: return makes pointer from integer without a
cast
apache_request.c: At top level:
apache_request.c:531: parse error before `*'
apache_request.c: In function `ApacheRequest_expires':
apache_request.c:533: request for member `r' in something not a structure
or union
apache_request.c:533: `time_str' undeclared (first use in this function)
make[1]: *** [apache_request.o] Error 1
make[1]: Leaving directory `/usr/local/src/software/libapreq-0.31/c'
make: *** [subdirs] Error 2

I am running this on Mandrake 8.0 with gcc-2.96-0.48 and I installed
binary version of Apache and mod_perl. Browsing the net/list archives didn't turn
anything out. Anyone had this problem?

TIA

Gashaw




From purp at wildbrain.com  Wed Feb 27 16:04:01 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 27 Feb 2002 13:04:01 -0800
Subject: [rt-users] external authentication
In-Reply-To: <Pine.LNX.4.44.0202271847130.631-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0202271847130.631-100000@x22.ripe.net>
Message-ID: <1014843841.19921.518.camel@labyrinth.wildbrain.com>

On Wed, 2002-02-27 at 09:55, Bruce Campbell wrote:
> On Wed, 27 Feb 2002, Gary Stainburn wrote:
> 
> > Can RT use external username/password authentication modules?
> 
> Yes.  You will need to write a bit of code (to call your other code) to
> sit within your config.pm to do so, flip the appropriate clearly-labled
> switches within there, and it should work.
> 
> > I've got an AIX4.2 system that everyone has an account on. I'm developing an
> > in-house inetd based authentication system so that I can then use it in a
> > number of distributed systems we have within the group - one
> > username/password per user regardless of which system or app they are using.
> 
> Urm.  Do not pass passwords in the clear.  Basic security.  

What he said, though I'm not sure that what you said implied cleartext
passwords.

We're aiming for the one user, one password paradigm, too; we're
standardizing around the UNIX passwd file (as served via YP/NIS/NIS+).
We've chosen to have RT sync itself from our NIS server's passwd map
whenever the passwd map changes. It took a little scripting and some
Makefile work, but it's proved effective.

Cheers!

--j
-- 
Jim Meyer, Geek At Large                              purp at wildbrain.com




From srl at mail.boston.com  Wed Feb 27 16:22:41 2002
From: srl at mail.boston.com (Shane Landrum)
Date: Wed, 27 Feb 2002 16:22:41 -0500
Subject: [rt-users] external authentication
In-Reply-To: <1014843841.19921.518.camel@labyrinth.wildbrain.com>; from purp@wildbrain.com on Wed, Feb 27, 2002 at 01:04:01PM -0800
References: <Pine.LNX.4.44.0202271847130.631-100000@x22.ripe.net> <1014843841.19921.518.camel@labyrinth.wildbrain.com>
Message-ID: <20020227162241.E19585@mail.boston.com>

On Wed, Feb 27, 2002 at 01:04:01PM -0800, Jim Meyer (purp at wildbrain.com) wrote:
> 
> We're aiming for the one user, one password paradigm, too; we're
> standardizing around the UNIX passwd file (as served via YP/NIS/NIS+).
> We've chosen to have RT sync itself from our NIS server's passwd map
> whenever the passwd map changes. It took a little scripting and some
> Makefile work, but it's proved effective.

I'd love to see your code for this, if you'd be willing to share.

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



From bruce_campbell at ripe.net  Wed Feb 27 16:25:41 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 27 Feb 2002 22:25:41 +0100 (CET)
Subject: [rt-users] Problems installing Apache::*, DBI::* or DBD::* modules from CPAN
In-Reply-To: <Pine.LNX.4.33L2.0202271557210.25888-100000@selam.asosa.org>
Message-ID: <Pine.LNX.4.44.0202272218150.631-100000@x22.ripe.net>

( This message is aimed for the archives and anyone trying to solve a
  particular problem.  It contains broad advice )

If you are attempting to install any of the perl modules listed in the
subject line, please remember to have installed the include files and
libraries that may be an optional part of the software package.

Some, well-known, OS distributions offer you a choices of binary-only,
binary-with-include, binary-with-lib (etc) installations of a given
software package.  For RT, these software packages are generally Apache
and MySQL

Please install the software package *with* the include files and *with*
the libraries.

You may not to be able to install certain perl modules (CPAN) without the
software package's include and library files.  Installing these may solve
your problems.

Linux 'binary' packages are the main culprits in this regards.

Regards,

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




From darren at boston.com  Wed Feb 27 16:26:16 2002
From: darren at boston.com (darren chamberlain)
Date: Wed, 27 Feb 2002 16:26:16 -0500
Subject: [rt-users] problem compiling libapreq
In-Reply-To: <Pine.LNX.4.33L2.0202271557210.25888-100000@selam.asosa.org>
References: <Pine.LNX.4.33L2.0202271557210.25888-100000@selam.asosa.org>
Message-ID: <20020227212616.GE28103@boston.com>

Quoting Gashaw Mengistu <gashaw at asosa.org> [Feb 27, 2002 16:10]:
> New to the list and first post. I am having a problem compiling
> libapreq so that I can get Apache::Cookie in my testdep.

[-- snip --]

> I am running this on Mandrake 8.0 with gcc-2.96-0.48 and I
> installed binary version of Apache and mod_perl. Browsing the
> net/list archives didn't turn anything out. Anyone had this
> problem?

You need to have the Apache source in order to build libapreq,
which is in reality an Apache add-on for writing C extensions
that just happens to have a Perl counterpart.  With the Apache
source, it compiles effortlessly.  Mandrake most likely has an
apache-src or apache-devel package you can install.

(darren)

-- 
There is nothing like returning to a place that remains unchanged
to find the ways in which you yourself have altered.
    -- Nelson Mandela



From bruce_campbell at ripe.net  Wed Feb 27 16:28:33 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 27 Feb 2002 22:28:33 +0100 (CET)
Subject: [rt-users] Time Zone - MySQL only.
In-Reply-To: <DC250798D1BCCC47AA4D01D96D2107C82E3A0B@dcsjcalpha.cspeed.com>
Message-ID: <Pine.LNX.4.44.0202272226060.631-100000@x22.ripe.net>

On Wed, 27 Feb 2002, Shannon Pedersen wrote:

> The problem?  The actual time getting recorded in MySQL as the "Started"
> field is in GMT!  I didn't realize this until I started using the Open
> Tickets addon that includes this field in the email, and the timestamps
> were off.  When I went investigating, it turned out that the actual time
> being recorded in MySQL is wrong, although it appears properly
> everywhere else.

Your problem would appear to be in the Open Tickets addon, which is not
adjusting the time returned from SQL for your local timezone.

RT's core, by design, stores all time-related information in GMT, and
makes local timezone adjustments when performing time-based queries or
displaying times.

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




From rich+rt at lafferty.ca  Wed Feb 27 16:32:16 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Wed, 27 Feb 2002 16:32:16 -0500
Subject: [rt-users] RT is not compatible with Links?
In-Reply-To: <200202271823.g1RINgt18703@buffy.pacificcoast.net>; from rt2trouble@morben.ca on Wed, Feb 27, 2002 at 10:23:26AM -0800
References: <200202271823.g1RINgt18703@buffy.pacificcoast.net>
Message-ID: <20020227163214.G26414@lafferty.ca>

On Wed, Feb 27, 2002 at 10:23:26AM -0800, RT2 Troubles (rt2trouble at morben.ca) wrote:
> Why is it that I can not connect to RT with 'links' but the old version, 
> 'lynx' works just fine?
> 
> Might be something on my end.. Anyone else notice this?

Works fine for me with links-0.92 against RT 2.0.11. Not *connecting*
sounds like a networking or webserver problem; you don't connect to
RT, after all, you connect to Apache. Check Apache's error log.
 
  -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 tom at LS.Berkeley.EDU  Wed Feb 27 17:32:19 2002
From: tom at LS.Berkeley.EDU (Tom Holub)
Date: Wed, 27 Feb 2002 14:32:19 -0800
Subject: [rt-users] Web interface for clients
In-Reply-To: <10F29E27A956D511B0940050DA8D86A9340FCB@apmail.dagupan.com>; from francisv@dagupan.com on Tue, Feb 26, 2002 at 05:04:08PM +0800
References: <10F29E27A956D511B0940050DA8D86A9340FCB@apmail.dagupan.com>
Message-ID: <20020227143219.A2517@ls.berkeley.edu>

On Tue, Feb 26, 2002 at 05:04:08PM +0800, francisv at dagupan.com wrote:
> Hi,
> 
> Is it possible to integrate RT to an existing web form where clients can
> select which issues they want to report besides using the e-mail? Here's the
> scenario:
> 
> Web form -> client selects issue, describes problem, enters e-mail & other
> contact information -> client clicks submit report -> server accepts
> request, checks for required fields -> sends e-mail to RT -> RT responds to
> client by sending back the trouble ticket

You should be able to do this with a simple web form, and something like
the formmail.pl script from Matt's Script Archive.  
<http://worldwidemart.com/scripts/formmail.shtml>

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



From arclight at jump.net  Wed Feb 27 18:42:02 2002
From: arclight at jump.net (Bob Apthorpe)
Date: Wed, 27 Feb 2002 17:42:02 -0600
Subject: [rt-users] General hints and tips when installing perl modules and using CPAN
In-Reply-To: <Pine.LNX.4.44.0202272218150.631-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0202272218150.631-100000@x22.ripe.net>
Message-ID: <02022717420201.05718@soyokaze>

Hi,

Following Bruce's lead, I'd like to add a few notes on perl and CPAN:

1) Before installing anything (else), manually upgrade CPAN.pm to the most 
recent version. Download the tarball from cpan.org, unpack, and install as 
any other perl module (perl Makefile.PL; make; make test; make install).

Do not use CPAN to install CPAN.pm. CPAN.pm versions 1.48 and earlier do not 
ask permission before upgrading core perl when installing modules that are 
now maintained as part of core perl (Data::Dumper, File::Spec, etc.) For this 
reason, it's important to install a recent version of CPAN.pm and configure 
it to ask permission before installing prerequisites, e.g.:

# perl -MCPAN -e shell
cpan> o conf prerequisites_policy ask
cpan> o conf commit
cpan> quit

You can also do this when you initialize CPAN for the first time.

2) Set CPAN to uninstall old modules when conflicts occur with

# perl -MCPAN -e shell
cpan> o conf make_install_arg   UNINST=1
cpan> o conf commit
cpan> quit

You can also do this when you initialize CPAN for the first time.

3) CPAN stores downloaded modules under 
$HOME/.cpan/sources/authors/id/Z/ZZ/ZZZ... so if you have trouble 
installing modules automatically, you can find fresh sources here.

4) Solaris 8 users: I feel your pain. You have two choices with regards to 
CPAN:

a) Scrape out the heinously borked version of perl 5.005_03 that Sun supplies 
you and install a new (5.6.1 or later) clean copy from source so that all the 
files go in the right places (Hint: /usr/perl5/bin is where vital utilities 
like h2xs, h2ph, perldoc, and find2perl live. Paraphrasing Dave Barry, "Who 
installed this code? Vandals?") Also, make sure the C compiler you build perl 
with is available after installation (see below.)

b) Presuming you don't have Sun's C compiler (and who does?), save a backup 
copy of 
/usr/perl5/5.00503/sun4-solaris/Config.pm
and in the original, replace references to cc with gcc, being careful to 
change the values of 'optimize' and 'cccdlflags' to reflect the appropriate 
gcc options ('-KPIC' -> '-fPIC', '-xO3 -xdepend' -> '-O3'). 

/usr/perl5/5.00503/sun4-solaris/Config.pm 'remembers' how perl was built and 
is used by CPAN (via MakeMaker) to build makefiles to install modules. You 
can change some of the options in CPAN to convince it to use gcc instead of 
Sun's hypothetical compiler but it's often much cleaner to erase cc from 
Config.pm or just install a recent version of perl from scratch. I don't have 
many comments about the Solaris packages of perl on sunfreeware.com or 
sunsite/ibiblio; I've had good results with packages from both archives but I 
simply don't trust *anyone's* package of perl, especially when Sun is 
involved.

5) Perl 5.6.0 is a troubled version. If feasible, upgrade to 5.6.1 or later.

6) Rarely do I have to force-install a package. Tests generally fail for a 
reason and really, you should investigate the failed tests before forcing an 
installation, just to ensure the test results can be safely neglected. Some 
tests fail if they're run as root. Common problems are missing library paths 
(requiring LD_LIBRARY_PATH and LD_RUN_PATH to be specified) and missing or 
outdated .ph files (perl-massaged include files for system libraries.) Update 
the .ph files with:

cd /usr/include; h2ph -r -l .

You should only need to do this once, or whenever you update the contents of 
/usr/include. See the h2ph manpage for details (Solaris users should use 
'/usr/perl5/bin/perldoc /usr/perl5/bin/h2ph' instead...)

-- Bob

On Wednesday 27 February 2002 15:25, you wrote:
> ( This message is aimed for the archives and anyone trying to solve a
>   particular problem.  It contains broad advice )
>
> If you are attempting to install any of the perl modules listed in the
> subject line, please remember to have installed the include files and
> libraries that may be an optional part of the software package.
>
> Some, well-known, OS distributions offer you a choices of binary-only,
> binary-with-include, binary-with-lib (etc) installations of a given
> software package.  For RT, these software packages are generally Apache
> and MySQL
>
> Please install the software package *with* the include files and *with*
> the libraries.
>
> You may not to be able to install certain perl modules (CPAN) without the
> software package's include and library files.  Installing these may solve
> your problems.
>
> Linux 'binary' packages are the main culprits in this regards.
>
> Regards,



From arclight at jump.net  Wed Feb 27 19:58:44 2002
From: arclight at jump.net (Bob Apthorpe)
Date: Wed, 27 Feb 2002 18:58:44 -0600
Subject: [rt-users] Web interface for clients
In-Reply-To: <20020227143219.A2517@ls.berkeley.edu>
References: <10F29E27A956D511B0940050DA8D86A9340FCB@apmail.dagupan.com> <20020227143219.A2517@ls.berkeley.edu>
Message-ID: <02022718584402.05718@soyokaze>

Please bear with me if I seem overly ranty on this point:

DO NOT INSTALL formmail.pl ESPECIALLY ON A SYSTEM EXPOSED TO THE PUBLIC 
INTERNET - IT'S A MONSTROUSLY HUGE SECURITY RISK.

See http://www.monkeys.com/anti-spam/formmail-advisory.ps for the security 
advisory; if you're running formmail.pl in any capacity, please replace it 
with the more secure version at ftp://ftp.monkeys.com/pub/formmail/1.9s/ or 
disable it as soon as possible.

Apologies for shouting but there is at least one anti-spam DNSBL devoted to 
blacklisting sites running formmail.pl. I reviewed the formmail.pl code a few 
years ago and found a number of very serious flaws; sadly, it hasn't changed 
since then. Basically formmail.pl turns your mailserver into an open relay 
which is then trivially exploited by spammers. I've received spam via 
formmail.pl scripts; this is not a theoretical problem.

Regardless of firewalling and other security measures you may have in place, 
it's a very bad idea to install known unsecure scripts like formmail.pl, 
especially when there are plenty of secure alternatives available. You are 
better off coding your own special-purpose web-to-mail CGI script, taking 
care to hard-code or programmatically generate recipient addresses.

Please don't take this as a personal attack. Formmail is a unfortunately very 
popular and many people don't know its lineage - they find out the hard way. 
I bear a particular grudge against formmail because it's so obviously broken, 
it has been for a long time, and the author either doesn't have the talent or 
time to fix the code or the common sense to stop distributing it. IMHO, 
Matt's Script Archive gives a black eye to every responsible open-source 
developer out there and I feel sorry for everyone who has installed formmail 
in good faith, mistakenly believing that the author took reasonable security 
precautions when designing the code.

-- Bob

References:
http://cve.mitre.org/cgi-bin/cvekey.cgi?keyword=formmail

On Wednesday 27 February 2002 16:32, you wrote:
> On Tue, Feb 26, 2002 at 05:04:08PM +0800, francisv at dagupan.com wrote:
> > Hi,
> >
> > Is it possible to integrate RT to an existing web form where clients can
> > select which issues they want to report besides using the e-mail? Here's
> > the scenario:
> >
> > Web form -> client selects issue, describes problem, enters e-mail &
> > other contact information -> client clicks submit report -> server
> > accepts request, checks for required fields -> sends e-mail to RT -> RT
> > responds to client by sending back the trouble ticket
>
> You should be able to do this with a simple web form, and something like
> the formmail.pl script from Matt's Script Archive.
> <http://worldwidemart.com/scripts/formmail.shtml>



From mark.a.swayne at xo.com  Wed Feb 27 20:09:38 2002
From: mark.a.swayne at xo.com (Swayne, Mark A)
Date: Wed, 27 Feb 2002 19:09:38 -0600
Subject: [rt-users] Web interface for clients
Message-ID: <45EDA71CFF25D411A2E400508B6FC52A05E661F0@orportexch1.internal.nextlink.net>

I would recommend that you avoid using the script mentioned below.

I took a look at the script and I didn't see anything I knew how to exploit,
but I saw some things that make me suspicious:
1. Taint checking is not enabled.  You should *always* enable taint checking
for CGIs.
2. The strict pragma is not used.  Generally speaking, abiding by the
restrictions strict mode enforces, makes for better, more robust code.
Unless you are Damian Conway, use strict.
3. This script parses CGI arguments itself, instead of using CGI.pm.  CGI.pm
is part of the standard distribution, and is well tested.  Parsing CGI input
is not as trivial as it seems.
4. Warnings aren't enabled.  While running with warnings enabled does have a
slight speed impact, if you're running this code, you're not Yahoo!.  If the
code can't run without generating warnings, you should fix it.

If you want to know more about these issues, visit http://perlmonks.org/ and
search for 'use strict' 'use CGI'.

Several people here have stated their opinions of MSA:
http://perlmonks.org/index.pl?lastnode_id=3989&node_id=27967
http://perlmonks.org/index.pl?lastnode_id=104167&node_id=104159

And this thread mentions the form mailer by name:
http://perlmonks.org/index.pl?lastnode_id=93757&node_id=93731

And finally a thread all about form mailer:
http://perlmonks.org/index.pl?lastnode_id=3989&node_id=102758

Also read perlsec.
http://www.perldoc.com/perl5.6.1/pod/perlsec.html

Let's be careful out there.
--Mark


-----Original Message-----
From: Tom Holub [mailto:tom at LS.Berkeley.EDU]
Sent: Wednesday, February 27, 2002 2:32 PM
To: francisv at dagupan.com
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Web interface for clients


On Tue, Feb 26, 2002 at 05:04:08PM +0800, francisv at dagupan.com wrote:
> Hi,
> 
> Is it possible to integrate RT to an existing web form where clients can
> select which issues they want to report besides using the e-mail? Here's
the
> scenario:
> 
> Web form -> client selects issue, describes problem, enters e-mail & other
> contact information -> client clicks submit report -> server accepts
> request, checks for required fields -> sends e-mail to RT -> RT responds
to
> client by sending back the trouble ticket

You should be able to do this with a simple web form, and something like
the formmail.pl script from Matt's Script Archive.  
<http://worldwidemart.com/scripts/formmail.shtml>

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

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



From gashaw at asosa.org  Wed Feb 27 20:17:44 2002
From: gashaw at asosa.org (Gashaw Mengistu)
Date: Wed, 27 Feb 2002 20:17:44 -0500 (EST)
Subject: [rt-users] problem compiling libapreq
In-Reply-To: <20020227212616.GE28103@boston.com>
Message-ID: <Pine.LNX.4.33L2.0202272008450.26142-100000@selam.asosa.org>

Ok .. Apache_source and mod_perl-devel took care of that.

Thank you

On Wed, 27 Feb 2002, darren chamberlain wrote:

> Quoting Gashaw Mengistu <gashaw at asosa.org> [Feb 27, 2002 16:10]:
> > New to the list and first post. I am having a problem compiling
> > libapreq so that I can get Apache::Cookie in my testdep.
>
> [-- snip --]
>
> > I am running this on Mandrake 8.0 with gcc-2.96-0.48 and I
> > installed binary version of Apache and mod_perl. Browsing the
> > net/list archives didn't turn anything out. Anyone had this
> > problem?
>
> You need to have the Apache source in order to build libapreq,
> which is in reality an Apache add-on for writing C extensions
> that just happens to have a Perl counterpart.  With the Apache
> source, it compiles effortlessly.  Mandrake most likely has an
> apache-src or apache-devel package you can install.
>
> (darren)
>
>




From Rich.West at wesmo.com  Wed Feb 27 20:33:53 2002
From: Rich.West at wesmo.com (Rich West)
Date: Wed, 27 Feb 2002 20:33:53 -0500
Subject: [rt-users] two domains, one RT?
References: <20020218161416.C43785F9FF@hewes.dazza.org>	<20020218112850.C56828@nixc.net> <15473.11840.732762.435718@onceler.kciLink.com>
Message-ID: <3C7D8901.9020205@wesmo.com>

I can safely say that running multiple seperate instances of RT2 on a 
single machine with a single instance of Apache is definitely possible 
(and done so quite easily, I will add) with mod_fastcgi.

I have been doing the very same thing for some time now..

-Rich


>You can only do this if you do not run under mod_perl.  Mod_perl
>shares everything, and the first config.pm to get loaded will stay in
>effect.  You need to use fast_cgi for this.
>

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






From Rich.West at wesmo.com  Wed Feb 27 20:59:00 2002
From: Rich.West at wesmo.com (Rich West)
Date: Wed, 27 Feb 2002 20:59:00 -0500
Subject: [rt-users] RT Statistics Package
References: <20020219140418.GA9619@netthink.co.uk> <3C74778B.8030608@wesmo.com> <3C747981.9000801@wesmo.com>
Message-ID: <3C7D8EE4.5010100@wesmo.com>

I should probably have clarified.. When I said "The installation was 
rather easy", I meant the installation of The Statistics package and 
related modules.  I've had RT up for years.. :)

Also, I realized that the Statistics package IS working properly as it 
generates the appropriate HTML tables, but I do not get any graphical 
charts.

I am wondering if someone would have the time to jot down an "idiots 
guide to installing the Statistics package" in which they were able to 
get the graphics to work out properly.  This way most of us could 
probably find that one little step that they missed.. :)

Actually, as I look at it, there seem to be some discrepancies in the 
data.. I mean, on the 5 day chart, it shows all zeros, but when I Hit 
the "Go" button at the bottom, the page updates and the correct 
information is displayed in the table..  Hrmm.. Not sure if this is 
fastcgi related or not...

Oh, and I, too, am seeing the URL references to the chart as:

https://mysite.com/rt2//chart?type=lines&amp;x_labels=[Thu%2021,Fri%2022,Mon%2025,Tue%2026,Wed%2027]&amp;data1=[0,0,0,0,0]&amp;data2=[0,0,0,0,0]&amp;data3=[0,0,0,0,0]

(where the rt installation is at /rt2 of the website)

Thanks!
-Rich


Rich West wrote:

> Hrmm.. a thought just hit me.  I'm running with mod_fastcgi.. that 
> might prevent the graphics from being displayed.
>
> But, still, I would be curious to know if the steps I took should have 
> been sufficient, and if the the error I listed indicated something 
> other than the limitation due to the mod_fastcgi install..
>
> Thanks!
> -Rich
>
>
> Rich West wrote:
>
>> Just as an FYI, the call to your site is located on line 91 of 
>> CallsMultiqueue.html.  :)
>>
>> I hate to be another person emailing you about this, but hopefully 
>> this is an easy one that you have already hashed out.  The 
>> installation was rather easy, except I do not get the graphs at all 
>> (Apache::GD::Graph and others are installed).
>>
>> I tried, as some have suggested, linking 
>> /usr/lib/perl5/site_perl/<perl_version>/Apache/GD/Graph.pm as 
>> <rtinstalldir>/WebRT/html/chart, and I get the following error:
>>
>> Error during compilation of /usr/rt2/WebRT/html//chart:
>> unknown section <%20> (line 87)
>>
>>     HTML::Mason::Interp::__ANON__('Error during compilation of 
>> /usr/rt2/WebRT/html//chart:^Junknown ...') called at 
>> /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm line 418
>>     
>> HTML::Mason::Interp::_compilation_error('HTML::Mason::Interp=HASH(0x8b1ea54)', 
>> '/usr/rt2/WebRT/html//chart', 'unknown section <%20> (line 87)^J') 
>> called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm line 374
>>     HTML::Mason::Interp::load('HTML::Mason::Interp=HASH(0x8b1ea54)', 
>> '//chart') called at 
>> /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 116
>>     eval {...} called at 
>> /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 116
>>     
>> HTML::Mason::Request::exec('HTML::Mason::Request=HASH(0x8f3dc38)', 
>> '//chart', 'x_labels', '[Thu 14,Fri 15,Mon 18,Tue 19,Wed 20]', 
>> 'data1', '[0,0,0,0,0]', 'data2', '[0,0,0,0,0]', ...) called at 
>> /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm line 243
>>     HTML::Mason::Interp::exec('HTML::Mason::Interp=HASH(0x8b1ea54)', 
>> '//chart', 'x_labels', '[Thu 14,Fri 15,Mon 18,Tue 19,Wed 20]', 
>> 'data1', '[0,0,0,0,0]', 'data2', '[0,0,0,0,0]', ...) called at 
>> /usr/rt2/bin/mason_handler.fcgi line 199
>>     eval {...} called at /usr/rt2/bin/mason_handler.fcgi line 198
>>
>> Not sure what step I missed here.. any help would be much appreciated!
>>
>> -Rich
>>
>> Simon Cozens wrote:
>>
>>> Attached is a simple statistics package for RT. I'm planning on 
>>> releasing
>>> further versions with more complex data available in the future, but I
>>> think this is cool enough to release for now. Simply drop it into your
>>> RT HTML tree, and go to http://rt/Statistics/
>>>
>>> For shiny shiny graphs, you'll need the Apache::GD::Graph module 
>>> installed
>>> as $rturl/graph but if you don't want that, just dike out all the 
>>> lines which
>>> refer to "$url". (This will make the time-to-resolve scatter graph a 
>>> bit
>>> useless, though.)
>>>
>>> Thanks to Oxford University Computing Services for letting me 
>>> develop and
>>> distribute this.
>>>
>
>

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






From pea at andrewpea.com  Wed Feb 27 21:17:02 2002
From: pea at andrewpea.com (Bruce Pea)
Date: Wed, 27 Feb 2002 20:17:02 -0600
Subject: [rt-users] make install problem
Message-ID: <1014862622.3c7d931ef0524@www.andrewpea.com>

I'm having a problem installing RT. I really hope someone can help me out cause I'm supposed to have this setup by tomorrow morning...

Anyway, I read the INSTALL doc and followed the directions. I login as root and run make install and everything goes great till it tries to run the 'insertdata' script then it stops.

/usr/bin/perl rt2/etc/insertdata
Can't open perl script "rt2/etc/insertdata": No such file or directory
*** Error code 2

I've checked the /rt2/etc directory and the insertdata script is there. Anybody got a clue about what I'm doing wrong??

Thanks for your help -
Bruce

-- 




From bl at incyte.com  Wed Feb 27 22:15:39 2002
From: bl at incyte.com (Brett Lemoine)
Date: Wed, 27 Feb 2002 21:15:39 -0600
Subject: [rt-users] make install problem
In-Reply-To: <1014862622.3c7d931ef0524@www.andrewpea.com>
References: <1014862622.3c7d931ef0524@www.andrewpea.com>
Message-ID: <1599681.1014844539@[172.16.0.49]>

Edit the script and point it to a version of perl that actually exists
on your machine.

bl

--On Wednesday, February 27, 2002 8:17 PM -0600 Bruce Pea
<pea at andrewpea.com> wrote:

> 
> I'm having a problem installing RT. I really hope someone can help me out
> cause I'm supposed to have this setup by tomorrow morning...
> 
> Anyway, I read the INSTALL doc and followed the directions. I login as
> root and run make install and everything goes great till it tries to run
> the 'insertdata' script then it stops.
> 
> /usr/bin/perl rt2/etc/insertdata
> Can't open perl script "rt2/etc/insertdata": No such file or directory
> *** Error code 2
> 
> I've checked the /rt2/etc directory and the insertdata script is there.
> Anybody got a clue about what I'm doing wrong??
> 
> Thanks for your help -
> Bruce
> 
> -- 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users





From pea at andrewpea.com  Thu Feb 28 00:12:02 2002
From: pea at andrewpea.com (Bruce Pea)
Date: Wed, 27 Feb 2002 23:12:02 -0600
Subject: [rt-users] Who owns WebRT?
Message-ID: <1014873122.3c7dbc2227bb3@www.andrewpea.com>

Can someone please tell me who owns the files in WebRT? 

Is it:

nobody rt
root rt
nobody nobody

I can login as root but when I try and go to 'Configuration' I keep getting: 

"The requested URL /rt2/WebRT/html/Admin/ was not found on this server."

I checked my Apache log and found this:

[Thu Feb 28 05:38:06 2002] [error] [Mason] File does not exist: /rt2/WebRT/html/WebRT/html/Admin/

Why can't it find the file... it's right where it's supposed to be!!! Are my directory rights screwed up. Right now WebRT has 755.

Help, please help... I'm melting, I'm melting!!!!!

Bruce
-- 




From ian at assv.net  Thu Feb 28 02:55:18 2002
From: ian at assv.net (Ian D)
Date: 28 Feb 2002 08:55:18 +0100
Subject: [rt-users] Who owns WebRT?
In-Reply-To: <1014873122.3c7dbc2227bb3@www.andrewpea.com>
References: <1014873122.3c7dbc2227bb3@www.andrewpea.com>
Message-ID: <m28z9eyra1.fsf@dominatrix.lackflicka.nu>

Bruce Pea <pea at andrewpea.com> writes:

> Can someone please tell me who owns the files in WebRT? 

On my system, it's a good mix of rt:rt, ian:ian, and ian:local.

> Why can't it find the file... it's right where it's supposed to
> be!!! Are my directory rights screwed up. Right now WebRT has 755.

What are the permissions on WebRT/html/Admin/ ?

An easy permission test is to go to WebRT/html/, and su to the user
your webserver is running as. Try to read the files that the webserver's
barfing on.

I
-- 
/Ian D
ian at assv.net




From smylers at gbdirect.co.uk  Thu Feb 28 04:23:55 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Thu, 28 Feb 2002 09:23:55 +0000 (GMT)
Subject: [rt-users] Web interface for clients
In-Reply-To: <02022718584402.05718@soyokaze>
Message-ID: <Pine.LNX.4.44.0202280920160.12273-100000@tiger.gbdirect.co.uk>

Yesterday Bob Apthorpe wrote:

> Please bear with me if I seem overly ranty on this point:

You seemed quite constrained to me!

> DO NOT INSTALL formmail.pl ESPECIALLY ON A SYSTEM EXPOSED TO THE
> PUBLIC INTERNET - IT'S A MONSTROUSLY HUGE SECURITY RISK.
>
> See http://www.monkeys.com/anti-spam/formmail-advisory.ps for the
> security advisory; if you're running formmail.pl in any capacity,
> please replace it with the more secure version at
> ftp://ftp.monkeys.com/pub/formmail/1.9s/ or disable it as soon as
> possible.

For those who don't know, there's also the NMS project which provides
drop-in replacements for Matt's Script Archive scripts but without the
security problems.  They have a formmail replacement available:

  http://nms-cgi.sourceforge.net/

(Unfortunately they also have a very long homepage, with the table of
available scripts about halfway down it, and no anchors for direct
linking!)

Smylers




From alexandj at fortrex.com  Thu Feb 28 08:36:19 2002
From: alexandj at fortrex.com (Alexander, John)
Date: Thu, 28 Feb 2002 08:36:19 -0500
Subject: [rt-users] Statistics
Message-ID: <31AF5A186939D4119C6100104B23BF8523E2A5@tiger.fortrex.com>

The statistics pages are excellent!  Perhaps a page with Average and total
time worked by queue by day?  I've been trying to cobble this together with
depressingly bad results.  I just don't have a good understanding of how it
all works yet.

--------------------------------------------------------------------------
John Alexander
alexandj at fortrex.com
Network Security Operations Manager    phone: 301-977-6966
Fortrex Technologies, Inc                       fax:     301-947-3539
Gaithersburg, MD
http://www.fortrex.com

Because Your Information is Your Business




From kylet at incyte.com  Thu Feb 28 08:56:25 2002
From: kylet at incyte.com (Kyle Tucker)
Date: Thu, 28 Feb 2002 08:56:25 -0500
Subject: [rt-users] RT acting up
Message-ID: <1020228085625.ZM13339@whaler>

Hi,
	RT 2.0.8 on Solaris with mySql 3.23.41. We were running just
fine for over 6 months, but something occured in the past month and
now it's acting very odd.
	When we hit "submit" to set tickets to "resolved", the next
page displayed is a completely different ticket and always that same
ticket regardless of what other ticker we are closing. If we go back
to the queue, the ticket we intended to resolve is still open. If we
use the command line to set the --status=resolved, it is resolved.
	Also, if I do a "rt --summary --limit-status=dead" I get
nothing returned, but there are many with this status. If I use
"mysql" directly with 'select * from tickets where status = "dead"',
they all are shown. Finally, as I go about different tickets from
the main page, I am asked to log in again, but there's no consistentcy
to it that I can tell.
	I have run "myisamchk" and it reports the DB files as clean
after fixing the flags about being left open. Any thoughts on what
may be wrong and who I might recover? There have been no changes to
the entire RT code tree, the only mods are the sessiondata files.

Thanks.

--
- Kyle
----------------------------------------------------------------------
Kyle Tucker - Manager of IT                        Tel: (978) 816-0229
Incyte Genomics - Proteome Division                Fax: (978) 922-3971
100 Cummings Center, Suite 420B               Email - kylet at incyte.com
Beverly, MA 01915                          Web - http://www.incyte.com
----------------------------------------------------------------------


--
- Kyle
----------------------------------------------------------------------
Kyle Tucker - Manager of IT                        Tel: (978) 816-0229
Incyte Genomics - Proteome Division                Fax: (978) 922-3971
100 Cummings Center, Suite 420B               Email - kylet at incyte.com
Beverly, MA 01915                          Web - http://www.incyte.com
----------------------------------------------------------------------



From alexandj at fortrex.com  Thu Feb 28 09:11:23 2002
From: alexandj at fortrex.com (Alexander, John)
Date: Thu, 28 Feb 2002 09:11:23 -0500
Subject: [rt-users] RT Statistics Package
Message-ID: <31AF5A186939D4119C6100104B23BF8523E2A6@tiger.fortrex.com>

I too would really like an "idiots guide" to getting the stats (specifically
the graphs) working.  I'm still stuck with the:



[error] Undefined subroutine &Apache::GD::Graph::handler called.



Apache::GD::Graph is installed.  Any enlightenment?



John Alexander





-----Original Message-----
From: Rich West [mailto:Rich.West at wesmo.com]
Sent: Wednesday, February 27, 2002 8:59 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] RT Statistics Package


I should probably have clarified.. When I said "The installation was 

rather easy", I meant the installation of The Statistics package and 

related modules.  I've had RT up for years.. :)



Also, I realized that the Statistics package IS working properly as it 

generates the appropriate HTML tables, but I do not get any graphical 

charts.



I am wondering if someone would have the time to jot down an "idiots 

guide to installing the Statistics package" in which they were able to 

get the graphics to work out properly.  This way most of us could 

probably find that one little step that they missed.. :)



Actually, as I look at it, there seem to be some discrepancies in the 

data.. I mean, on the 5 day chart, it shows all zeros, but when I Hit 

the "Go" button at the bottom, the page updates and the correct 

information is displayed in the table..  Hrmm.. Not sure if this is 

fastcgi related or not...



Oh, and I, too, am seeing the URL references to the chart as:



https://mysite.com/rt2//chart?type=lines&amp;x_labels=[Thu%2021,Fri%2022,Mon
%2025,Tue%2026,Wed%2027]&amp;data1=[0,0,0,0,0]&amp;data2=[0,0,0,0,0]&amp;dat
a3=[0,0,0,0,0]



(where the rt installation is at /rt2 of the website)



Thanks!

-Rich





Rich West wrote:



> Hrmm.. a thought just hit me.  I'm running with mod_fastcgi.. that 

> might prevent the graphics from being displayed.

>

> But, still, I would be curious to know if the steps I took should have 

> been sufficient, and if the the error I listed indicated something 

> other than the limitation due to the mod_fastcgi install..

>

> Thanks!

> -Rich

>

>

> Rich West wrote:

>

>> Just as an FYI, the call to your site is located on line 91 of 

>> CallsMultiqueue.html.  :)

>>

>> I hate to be another person emailing you about this, but hopefully 

>> this is an easy one that you have already hashed out.  The 

>> installation was rather easy, except I do not get the graphs at all 

>> (Apache::GD::Graph and others are installed).

>>

>> I tried, as some have suggested, linking 

>> /usr/lib/perl5/site_perl/<perl_version>/Apache/GD/Graph.pm as 

>> <rtinstalldir>/WebRT/html/chart, and I get the following error:

>>

>> Error during compilation of /usr/rt2/WebRT/html//chart:

>> unknown section <%20> (line 87)

>>

>>     HTML::Mason::Interp::__ANON__('Error during compilation of 

>> /usr/rt2/WebRT/html//chart:^Junknown ...') called at 

>> /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm line 418

>>     

>>
HTML::Mason::Interp::_compilation_error('HTML::Mason::Interp=HASH(0x8b1ea54)
', 

>> '/usr/rt2/WebRT/html//chart', 'unknown section <%20> (line 87)^J') 

>> called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm line 374

>>     HTML::Mason::Interp::load('HTML::Mason::Interp=HASH(0x8b1ea54)', 

>> '//chart') called at 

>> /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 116

>>     eval {...} called at 

>> /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 116

>>     

>> HTML::Mason::Request::exec('HTML::Mason::Request=HASH(0x8f3dc38)', 

>> '//chart', 'x_labels', '[Thu 14,Fri 15,Mon 18,Tue 19,Wed 20]', 

>> 'data1', '[0,0,0,0,0]', 'data2', '[0,0,0,0,0]', ...) called at 

>> /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm line 243

>>     HTML::Mason::Interp::exec('HTML::Mason::Interp=HASH(0x8b1ea54)', 

>> '//chart', 'x_labels', '[Thu 14,Fri 15,Mon 18,Tue 19,Wed 20]', 

>> 'data1', '[0,0,0,0,0]', 'data2', '[0,0,0,0,0]', ...) called at 

>> /usr/rt2/bin/mason_handler.fcgi line 199

>>     eval {...} called at /usr/rt2/bin/mason_handler.fcgi line 198

>>

>> Not sure what step I missed here.. any help would be much appreciated!

>>

>> -Rich

>>

>> Simon Cozens wrote:

>>

>>> Attached is a simple statistics package for RT. I'm planning on 

>>> releasing

>>> further versions with more complex data available in the future, but I

>>> think this is cool enough to release for now. Simply drop it into your

>>> RT HTML tree, and go to http://rt/Statistics/

>>>

>>> For shiny shiny graphs, you'll need the Apache::GD::Graph module 

>>> installed

>>> as $rturl/graph but if you don't want that, just dike out all the 

>>> lines which

>>> refer to "$url". (This will make the time-to-resolve scatter graph a 

>>> bit

>>> useless, though.)

>>>

>>> Thanks to Oxford University Computing Services for letting me 

>>> develop and

>>> distribute this.

>>>

>

>



-- 

Richard West                   $14.95 Registrations
mailto:rwest at wesmo.com

Wesmo Computer Services        .com .net .org .tv .cc
http://www.wesmo.com

Full Domain & Web Hosting      .BIZ .INFO & MORE!!      









_______________________________________________

rt-users mailing list

rt-users at lists.fsck.com

http://lists.fsck.com/mailman/listinfo/rt-users




From greg at space.cfi.co.ug  Thu Feb 28 20:20:23 2002
From: greg at space.cfi.co.ug (greg at space.cfi.co.ug)
Date: Thu, 28 Feb 2002 17:20:23 -0800 (PST)
Subject: [rt-users] Problems installing Apache::Cookie with rt2_0_9
Message-ID: <Pine.LNX.4.33.0202281702190.4740-100000@space.cfi.co.ug>

Hi!

All other modules required by rt2-0-9 have been installed except
Apache::Cookie which keeps on failing to install with the following
errors when I try to install it manually:

----------------------------------------------------------
Checking if your kit is complete...
Looks good
Writing Makefile for libapreq
mkdir ../blib
mkdir ../blib/arch
mkdir ../blib/arch/auto
mkdir ../blib/arch/auto/libapreq
Warning: -L../blib/arch/auto/libapreq changed to
-L/root/.cpan/build/libapreq-1.0/Request/../blib/arch/auto/libapreq
Writing Makefile for Apache::Request
Warning: -L../blib/arch/auto/libapreq changed to
-L/root/.cpan/build/libapreq-1.0/Cookie/../blib/arch/auto/libapreq
Writing Makefile for Apache::Cookie
Writing Makefile for libapreq
cp libapreq.pod blib/lib/libapreq.pod
cp lib/Apache/libapreq.pm blib/lib/Apache/libapreq.pm
make[1]: Entering directory `/root/.cpan/build/libapreq-1.0/c'
cc -c  -fno-strict-aliasing -I/usr/local/include -D_LARGEFILE_SOURCE
-D_FILE_OFFSET_BITS=64 -O2   -DVERSION=\"0.10\" -DXS_VERSION=\"0.10\"
-fpic -I/usr/local/lib/perl5/5.6.1/i586-linux/CORE  apache_request.c
In file included from apache_request.c:59:
apache_request.h:5: httpd.h: No such file or directory
apache_request.h:6: http_config.h: No such file or directory
apache_request.h:7: http_core.h: No such file or directory
apache_request.h:8: http_log.h: No such file or directory
apache_request.h:9: http_main.h: No such file or directory
apache_request.h:10: http_protocol.h: No such file or directory
apache_request.h:11: util_script.h: No such file or directory
make[1]: *** [apache_request.o] Error 1
make[1]: Leaving directory `/root/.cpan/build/libapreq-1.0/c'
make: *** [subdirs] Error 2
  /usr/bin/make  -- NOT OK


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

Does anyone know what I am doing wrong?


thanks,
----
Greg,
CFI(U)

      ,,,
     /'^'\
    ( o o )
oOOO--(_)--OOOo----------------------






From johan.edstrom at sca.com  Thu Feb 28 11:24:25 2002
From: johan.edstrom at sca.com (Edstrom Johan)
Date: Thu, 28 Feb 2002 08:24:25 -0800
Subject: [rt-users] RT Statistics Package
In-Reply-To: <31AF5A186939D4119C6100104B23BF8523E2A6@tiger.fortrex.com>
Message-ID: <JKEDKFIGOCCAGIKFOMDCOEIGCDAA.johan.edstrom@sca.com>

Did you also add it as a location in httpd.conf and restart your apache
server?

Unix is like a wigwam - no gates, no windows, apache inside

##################################
 Johan Edstr?m, SCA IT Services
 johan.edstrom at sca.com





From alexandj at fortrex.com  Thu Feb 28 09:37:01 2002
From: alexandj at fortrex.com (Alexander, John)
Date: Thu, 28 Feb 2002 09:37:01 -0500
Subject: [rt-users] RT Statistics Package
Message-ID: <31AF5A186939D4119C6100104B23BF8523E2A7@tiger.fortrex.com>

Yeah...



<Location /chart>

	SetHandler perl-script

	PerlHandler +Apache::GD::Graph

</Location>



and restarted apache.  Getting the undefined subroutine error.



John Alexander





-----Original Message-----
From: Edstrom Johan [mailto:johan.edstrom at sca.com]
Sent: Thursday, February 28, 2002 11:24 AM
To: Alexander, John; rt-users at lists.fsck.com
Subject: RE: [rt-users] RT Statistics Package


Did you also add it as a location in httpd.conf and restart your apache

server?



Unix is like a wigwam - no gates, no windows, apache inside



##################################

 Johan Edstr?m, SCA IT Services

 johan.edstrom at sca.com






From bd at able.be  Thu Feb 28 10:54:32 2002
From: bd at able.be (Bart Duchesne)
Date: 28 Feb 2002 16:54:32 +0100
Subject: [rt-users] Who owns WebRT?
In-Reply-To: <1014873122.3c7dbc2227bb3@www.andrewpea.com>
References: <1014873122.3c7dbc2227bb3@www.andrewpea.com>
Message-ID: <1014911672.620.11.camel@bd>

On Thu, 2002-02-28 at 06:12, Bruce Pea wrote:
> 
> Can someone please tell me who owns the files in WebRT? 
> 
> Is it:
> 
> nobody rt
> root rt
> nobody nobody
> 
> I can login as root but when I try and go to 'Configuration' I keep getting: 
> 
> "The requested URL /rt2/WebRT/html/Admin/ was not found on this server."
> 
> I checked my Apache log and found this:
> 
> [Thu Feb 28 05:38:06 2002] [error] [Mason] File does not exist: /rt2/WebRT/html/WebRT/html/Admin/

Seems like you haven't got your Apache configured right I guess.

to retrieve /rt2/WebRT/html/Admin/ it is searching
/rt2/WebRT/html/WebRT/htm/Admin/

> 
> Why can't it find the file... it's right where it's supposed to be!!! Are my directory rights screwed up. Right now WebRT has 755.
> 
> Help, please help... I'm melting, I'm melting!!!!!
> 
> Bruce
> -- 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
-- 
Bart Duchesne
-----------------------------------------------------------
Keyware -- Computerworld's Emerging Company to Watch 2002
"Identifying the World"

Leuvensesteenweg 282, 3190 Boortmeerbeek, Belgium
Tel: +32 (0)15 50.44.00 Fax: +32 (0)15 50.44.09

Excelsiorlaan 32-34, 1930 Zaventem, Belgium
Phone: +32 (2) 704.44.00 - Fax: +32 (2) 721.69.49

mailto:bduchesne at keyware.com
support: support.axsguard at keyware.com
http://www.keyware.com and http://www.axsguard.com




From twilde at dyndns.org  Thu Feb 28 10:56:37 2002
From: twilde at dyndns.org (Tim Wilde)
Date: Thu, 28 Feb 2002 10:56:37 -0500 (EST)
Subject: [rt-users] RT Statistics Package
In-Reply-To: <31AF5A186939D4119C6100104B23BF8523E2A7@tiger.fortrex.com>
Message-ID: <Pine.GSO.4.44.0202281055450.20307-100000@quartz.bos.dyndns.org>

On Thu, 28 Feb 2002, Alexander, John wrote:

> <Location /chart>
>
> 	SetHandler perl-script
>
> 	PerlHandler +Apache::GD::Graph
>
> </Location>
>
> and restarted apache.  Getting the undefined subroutine error.

The general fix for this type of thing, in my experience, is to throw in a
"PerlModule Apache::GD::Graph" to load the module.  Either inside or
outside the <Location> should work.  Give that a try.

Tim

-- 
Tim Wilde
twilde at dyndns.org
Systems Administrator
Dynamic DNS Network Services
http://www.dyndns.org/




From pea at andrewpea.com  Thu Feb 28 11:40:57 2002
From: pea at andrewpea.com (Bruce Pea)
Date: Thu, 28 Feb 2002 10:40:57 -0600
Subject: [rt-users] Who owns WebRT?
In-Reply-To: <1014911672.620.11.camel@bd>
References: <1014873122.3c7dbc2227bb3@www.andrewpea.com> <1014911672.620.11.camel@bd>
Message-ID: <1014914457.3c7e5d99d5f15@www.andrewpea.com>

Hey Bart,

Thanks, jeeeze... I was looking right at it but couldn't see it.

Once I fixed the path in config.pm it flew.

bp


Quoting Bart Duchesne <bd at able.be>:

> On Thu, 2002-02-28 at 06:12, Bruce Pea wrote:
> > 
> > Can someone please tell me who owns the files in WebRT? 
> > 
> > Is it:
> > 
> > nobody rt
> > root rt
> > nobody nobody
> > 
> > I can login as root but when I try and go to 'Configuration' I
> keep getting: 
> > 
> > "The requested URL /rt2/WebRT/html/Admin/ was not found on this
> server."
> > 
> > I checked my Apache log and found this:
> > 
> > [Thu Feb 28 05:38:06 2002] [error] [Mason] File does not exist:
> /rt2/WebRT/html/WebRT/html/Admin/
> 
> Seems like you haven't got your Apache configured right I
> guess.
> 
> to retrieve /rt2/WebRT/html/Admin/ it is searching
> /rt2/WebRT/html/WebRT/htm/Admin/




From spedersen at cspeed.com  Thu Feb 28 13:38:19 2002
From: spedersen at cspeed.com (Shannon Pedersen)
Date: Thu, 28 Feb 2002 10:38:19 -0800
Subject: [rt-users] RT Statistics Package
Message-ID: <DC250798D1BCCC47AA4D01D96D2107C82E3A20@dcsjcalpha.cspeed.com>

Can someone send me this package?  My email was down the day it came
out, so I wasn't able to get the attachment.

Thanks much,
Shannon Pedersen



From alexandj at fortrex.com  Thu Feb 28 14:27:41 2002
From: alexandj at fortrex.com (Alexander, John)
Date: Thu, 28 Feb 2002 14:27:41 -0500
Subject: [rt-users] RT Statistics Package
Message-ID: <31AF5A186939D4119C6100104B23BF8523E2AF@tiger.fortrex.com>

Well, numerous installs of various modules later, Apache is now crashing on
the following:



Can't locate GD.pm in @INC



Specifically, in line 364 of Graph.pm is "use GD;"  Is there a GD.pm module
somewhere?  I can't seem to find it.



John Alexander

 



-----Original Message-----
From: Tim Wilde [mailto:twilde at dyndns.org]
Sent: Thursday, February 28, 2002 10:57 AM
To: Alexander, John
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] RT Statistics Package


On Thu, 28 Feb 2002, Alexander, John wrote:



> <Location /chart>

>

> 	SetHandler perl-script

>

> 	PerlHandler +Apache::GD::Graph

>

> </Location>

>

> and restarted apache.  Getting the undefined subroutine error.



The general fix for this type of thing, in my experience, is to throw in a

"PerlModule Apache::GD::Graph" to load the module.  Either inside or

outside the <Location> should work.  Give that a try.



Tim



-- 

Tim Wilde

twilde at dyndns.org

Systems Administrator

Dynamic DNS Network Services

http://www.dyndns.org/




From moreiras at agestado.com.br  Thu Feb 28 14:34:58 2002
From: moreiras at agestado.com.br (Antonio M. Moreiras)
Date: Thu, 28 Feb 2002 16:34:58 -0300
Subject: [rt-users] unpriv users... SelfService problems...
Message-ID: <20020228193458.GA7909@agestado.com.br>

Hi, 

I was experiencing the following problem:

- a unprivileged user was able to login into the
system, but all the links at SelfService page seems
not working, reopening the same page, even
the Logout link...

I was able to find similar problems in the list
but not a clue for a solution... Well, I think
that now I'm able to share with the list at least
a clue and a work around:

I found that in the problematic system, the variable:

  $m->base_comp->path

have one extra slash (/) in the begining of the 
string... I don't know why...

I first thought that was a bug in the version of the 
Mason library, but that wasn't the case...  I have 
two instalations of RT 2.0.11 with the same version 
of the Mason library and one operates
correctly and the other with the error...

Well, to test if it is the case, one can add the
following lines to the begining of the <%INIT> section
of the autohandler:

print STDERR "teste de base_comp ";
print STDERR $m->base_comp->path,"\n";

then view the result at apache error log: 
(tail -f /var/log/httpd/error_log)

My workaround was to modify two regular expressions
in the autohandler:

(...)

#if it's a noauth file, don't ask for auth.
  if ($m->base_comp->path =~ '^//NoAuth/') {
          $m->call_next();
	          $m->abort();
		  }
(...)

   # 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();
			       
(...)

-- 


[]'s

Moreiras.
----------------------------
Laborat?rio - Ag?ncia Estado



From bruce_campbell at ripe.net  Thu Feb 28 14:58:01 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 28 Feb 2002 20:58:01 +0100 (CET)
Subject: [rt-users] unpriv users... SelfService problems...
In-Reply-To: <20020228193458.GA7909@agestado.com.br>
Message-ID: <Pine.LNX.4.44.0202282052000.631-100000@x22.ripe.net>

On Thu, 28 Feb 2002, Antonio M. Moreiras wrote:

> - a unprivileged user was able to login into the
> system, but all the links at SelfService page seems
> not working, reopening the same page, even
> the Logout link...
...
> I found that in the problematic system, the variable:
>
>   $m->base_comp->path
>
> have one extra slash (/) in the begining of the
> string... I don't know why...

Note that none of the path variables (web or absolute) in config.pm should
have a trailing '/' character.  The only exception to this appears to be
generated $WebURL.  Please check your config.pm as this appears to be
where a problem may lie.

A 'diff' between the config.pms of the working and non-working
installations should also assist you.

Regards,

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




From speedr at datawave.ca  Thu Feb 28 15:24:49 2002
From: speedr at datawave.ca (Ryan Speed)
Date: Thu, 28 Feb 2002 12:24:49 -0800
Subject: [rt-users] importing a whack of old tickets into a week old install
Message-ID: <20020228122449.27a077f4.speedr@datawave.ca>

Ok,

First off I know this is probably not reccomended, but we recently had a major failure on one of our systems that just happened to be the system running RT.

I had to get it up and runnning on another box immediately and therefore didnt get the chance to restore the old db from backup and import that into the new install before we started using the new one.

Now for the problem.  I've got thousands of old tickets full of usefull information, and the first couple hundred tickets now have the same ticket id as my new tickets.

Is is safe for me to write a perl script that re-writes the ticket id's and inserts them into the live database?  How will it effect RT if there are tickets with a higher ticket number but older timestamps?

My system is running rh7.2 (x86)/mysql 3.23.44/Apache/1.3.22/RT 2.0.9

any pointers would be appreciated, if this is a FAQ, please just ignore me, I wanted to send the email out ASAP so I can get this resolved before there's a billion tickets in the new system.

thanks,
ryan

-- Ryan Speed - Network Administrator - http://www.datawave.ca --



From johan.edstrom at sca.com  Thu Feb 28 17:29:13 2002
From: johan.edstrom at sca.com (Edstrom Johan)
Date: Thu, 28 Feb 2002 14:29:13 -0800
Subject: [rt-users] RT Statistics Package
In-Reply-To: <31AF5A186939D4119C6100104B23BF8523E2AF@tiger.fortrex.com>
Message-ID: <JKEDKFIGOCCAGIKFOMDCMEIMCDAA.johan.edstrom@sca.com>

Yes,

It's the perl interface to the GD library - you need it to create graphs.

/JE



From dvmiller at design.ohio-state.edu  Thu Feb 28 16:11:53 2002
From: dvmiller at design.ohio-state.edu (David Miller)
Date: Thu, 28 Feb 2002 16:11:53 -0500
Subject: [rt-users] unpriv users... SelfService problems...
In-Reply-To: <20020228193458.GA7909@agestado.com.br>
Message-ID: <5.1.0.14.2.20020228155203.02aab540@mx1.design.ohio-state.edu>

I tried Antonio's fix on my server and it did work.  I also took Bruce 
Campbell's advice and checked config.pm for a trailing '/' in any of the 
URLs.  None found except for a couple that are already there in the 
original source.  I saved a copy of the html source of a working 
SelfService page, took out Antonio's changes, and saved the source of the 
non-working page.  Ran diff on the source.  No difference at all.

Took a look at the example apache config for an aliased directory.  Almost 
the same as in the docs, but with one difference.  The docs show this as 
the Alias directive:

Alias /rt2/ /usr/local/rt2/WebRT/html/

I had read the FAQ and had changed it to:

Alias /rt2 /usr/local/rt2/WebRT/html/

as per the entry here: http://fsck.com/rtfm/article.html?id=5#64

I put the trailing slash back in the Alias directive and it worked.  An 
added bonus was that the stylesheet started working as well (it also worked 
with Antonio's changes to autohandler.)

So, which part is acting incorrectly?  For now, I'm making the change to RT 
rather than to apache.


David Miller
Systems Administrator
Department of Design
Department of Art
The Ohio State University




From johan.edstrom at sca.com  Thu Feb 28 18:20:51 2002
From: johan.edstrom at sca.com (Edstrom Johan)
Date: Thu, 28 Feb 2002 15:20:51 -0800
Subject: [rt-users] importing a whack of old tickets into a week old install
In-Reply-To: <20020228122449.27a077f4.speedr@datawave.ca>
Message-ID: <JKEDKFIGOCCAGIKFOMDCMEINCDAA.johan.edstrom@sca.com>

Hmm...

I'd say from an MySql point of view - you could just pump em in there -
but changing Id, as well as that the owner / requestor / dependencies are
different id
with a new install they'd just be kinda floating in there.

As far as I can see the ID really only is an id and nothing else.


>
> First off I know this is probably not reccomended, but we
> recently had a major failure on one of our systems that just
> happened to be the system running RT.
>
> I had to get it up and runnning on another box immediately and
> therefore didnt get the chance to restore the old db from backup
> and import that into the new install before we started using the new one.
>
> Now for the problem.  I've got thousands of old tickets full of
> usefull information, and the first couple hundred tickets now
> have the same ticket id as my new tickets.
>
> Is is safe for me to write a perl script that re-writes the
> ticket id's and inserts them into the live database?  How will it
> effect RT if there are tickets with a higher ticket number but
> older timestamps?
>
> My system is running rh7.2 (x86)/mysql 3.23.44/Apache/1.3.22/RT 2.0.9
>
> any pointers would be appreciated, if this is a FAQ, please just
> ignore me, I wanted to send the email out ASAP so I can get this
> resolved before there's a billion tickets in the new system.
>
> thanks,
> ryan
>
> -- Ryan Speed - Network Administrator - http://www.datawave.ca --
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From ges at lumeta.com  Thu Feb 28 16:52:36 2002
From: ges at lumeta.com (Glenn Sieb)
Date: Thu, 28 Feb 2002 16:52:36 -0500
Subject: [rt-users] RT 2 without cookies?
Message-ID: <5.1.0.14.0.20020228165006.04138718@mail.corp.lumeta.com>

Hi everyone,

I'm curious if anyone has managed to get RT2 working without cookies 
enabled? If so, I'd appreciate any pointers in the right direction...

Thanks in advance...
Glenn

---
Glenn E. Sieb, System Administrator
Lumeta Corp. mailto:ges at lumeta.com
+1 732 357-3514 (V)
+1 732 564-0731 (Fax)




From mark.a.swayne at xo.com  Thu Feb 28 16:54:21 2002
From: mark.a.swayne at xo.com (Swayne, Mark A)
Date: Thu, 28 Feb 2002 15:54:21 -0600
Subject: [rt-users] Links and Tickets and Actions, Oh My!
Message-ID: <45EDA71CFF25D411A2E400508B6FC52A05E661F3@orportexch1.internal.nextlink.net>

Can someone please help me get my head around how linking tickets in RT 2
works.
 
We appear to have kinds of links:
* Parent/Child
* Depends On/Depended On
* Related to
* Merge
 
I wouldn't have included merge, if I hadn't read some old discussions on the
subject in the RT-Devel archives.
 
What I would like to know about each link type is:
Does this link type cause a change in how a ticket acts (eg, do any special
constraints or side effects closing a ticket apply as a result of this link)
?  How?
 
I got the impression that it is possible to tie Actions to link types.  I'm
really fuzzy on how this would work. Is this how particular behaviours are
associated with a link type?
 
Does anyone have a Linking for Dummies doc?
 
TIA,
--Mark
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From russj at dimstar.net  Thu Feb 28 18:17:17 2002
From: russj at dimstar.net (Russ Johnson)
Date: Thu, 28 Feb 2002 15:17:17 -0800
Subject: [rt-users] Postfix and RT2
Message-ID: <5.1.0.14.0.20020228150943.00b3dc50@127.0.0.1>

I'm getting the following error:

Feb 28 15:15:55 help postfix/local[3810]: E2FA570005: 
to=<rt at help.qa.tripwire.com>, relay=local, delay=1, status=bounced (Command 
died with status 2: "/local/rt2/bin/rt-mailgate --queue Network --action 
correspond". Command output: Can't locate config.pm in @INC (@INC contains: 
/local/rt2/etc /local/rt2/lib /usr/local/lib/perl5/5.6.1/i686-linux 
/usr/local/lib/perl5/5.6.1 /usr/local/lib/perl5/site_perl/5.6.1/i686-linux 
/usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl .) at 
/local/rt2/lib/RT/Interface/Email.pm line 96. BEGIN failed--compilation 
aborted at /local/rt2/lib/RT/Interface/Email.pm line 96. Compilation failed 
in require at /local/rt2/bin/rt-mailgate line 30. BEGIN failed--compilation 
aborted at /local/rt2/bin/rt-mailgate line 30. )

What I'm reading here is "Can't locate config.pm in @INC (@INC contains: 
/local/rt2/etc..."

Well, I have news... config.pm is in /local/rt2/etc.

I checked Email.pm, and found I was missing (or had an old version of) 
Mail::Address. But it still gives the same error....

Any ideas?

Russ Johnson
Stargate Online

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


I feel like I'm diagonally parked in a parallel universe.





From pburkett at callatg.com  Thu Feb 28 18:20:52 2002
From: pburkett at callatg.com (Paul Burkett)
Date: Thu, 28 Feb 2002 15:20:52 -0800
Subject: [rt-users] RT just took a crap - possible reasons
Message-ID: <20020228152052.57f1e107.pburkett@callatg.com>

Well, I sucessfully upgraded rt to 2.0.11 from 2.0.8

The problem I'm getting is, users can no longer make a new ticket. But
when I check the group access for "everyone" it has access to CreateTicket and SeeQueue. Also at the time I was messing around with Mailman (which is a major pain in the ass with qmail) and I added some aliases and did some weird stuff. Could this have screwed up rt? Is there anything I can do? Or shall I cry in a corner as I remember adding all those aliases....thanks.

-- 
Paul Burkett
ATG Intern
http://www.red-fusion.org/



From pea at andrewpea.com  Thu Feb 28 18:27:37 2002
From: pea at andrewpea.com (Bruce Pea)
Date: Thu, 28 Feb 2002 17:27:37 -0600
Subject: [rt-users] Postfix and RT2
In-Reply-To: <5.1.0.14.0.20020228150943.00b3dc50@127.0.0.1>
References: <5.1.0.14.0.20020228150943.00b3dc50@127.0.0.1>
Message-ID: <1014938857.3c7ebce9679d1@www.andrewpea.com>



I'm getting the exact same error too...

bp


Quoting Russ Johnson <russj at dimstar.net>:

> I'm getting the following error:
> 
> Feb 28 15:15:55 help postfix/local[3810]: E2FA570005: 
> to=<rt at help.qa.tripwire.com>, relay=local, delay=1,
> status=bounced (Command 
> died with status 2: "/local/rt2/bin/rt-mailgate --queue Network
> --action 
> correspond". Command output: Can't locate config.pm in @INC (@INC
> contains: 
> /local/rt2/etc /local/rt2/lib
> /usr/local/lib/perl5/5.6.1/i686-linux 
> /usr/local/lib/perl5/5.6.1
> /usr/local/lib/perl5/site_perl/5.6.1/i686-linux 
> /usr/local/lib/perl5/site_perl/5.6.1
> /usr/local/lib/perl5/site_perl .) at 
> /local/rt2/lib/RT/Interface/Email.pm line 96. BEGIN
> failed--compilation 
> aborted at /local/rt2/lib/RT/Interface/Email.pm line 96.
> Compilation failed 
> in require at /local/rt2/bin/rt-mailgate line 30. BEGIN
> failed--compilation 
> aborted at /local/rt2/bin/rt-mailgate line 30. )
> 
> What I'm reading here is "Can't locate config.pm in @INC (@INC
> contains: 
> /local/rt2/etc..."
> 
> Well, I have news... config.pm is in /local/rt2/etc.
> 
> I checked Email.pm, and found I was missing (or had an old
> version of) 
> Mail::Address. But it still gives the same error....
> 
> Any ideas?
> 
> Russ Johnson
> Stargate Online
> 
> http://www.dimstar.net
> telnet://telnet.dimstar.net
> ICQ: 3739685
> 
> 
> I feel like I'm diagonally parked in a parallel universe.
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 






From pburkett at callatg.com  Thu Feb 28 18:34:21 2002
From: pburkett at callatg.com (Paul Burkett)
Date: Thu, 28 Feb 2002 15:34:21 -0800
Subject: [rt-users] RT just took a crap - possible reasons
In-Reply-To: <20020228152052.57f1e107.pburkett@callatg.com>
References: <20020228152052.57f1e107.pburkett@callatg.com>
Message-ID: <20020228153421.093417a4.pburkett@callatg.com>

Forget that last message, it seems that I needed to have ShowTicket and ShowTicketComments enabled, but this creates another dilemma.

"They" have requested that normal users to not be able to view the queue list to the side, but if I disable this feature (SeeQueue), then the users cannot create a new ticket (Yes I have CreateTicket enabled.) Is there anyway to make it so they cannot see the queue list but still have the ability to create a ticket.

On Thu, 28 Feb 2002 15:20:52 -0800
Paul Burkett <pburkett at callatg.com> wrote:

> Well, I sucessfully upgraded rt to 2.0.11 from 2.0.8
> 
> The problem I'm getting is, users can no longer make a new ticket. But
> when I check the group access for "everyone" it has access to CreateTicket and SeeQueue. Also at the time I was messing around with Mailman (which is a major pain in the ass with qmail) and I added some aliases and did some weird stuff. Could this have screwed up rt? Is there anything I can do? Or shall I cry in a corner as I remember adding all those aliases....thanks.
> 
> -- 
> Paul Burkett
> ATG Intern
> http://www.red-fusion.org/
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 


-- 
Paul Burkett
ATG Intern
http://www.red-fusion.org/



From cgilmore at tivoli.com  Thu Feb 28 18:46:28 2002
From: cgilmore at tivoli.com (Christian Gilmore)
Date: Thu, 28 Feb 2002 17:46:28 -0600
Subject: [rt-users] RT 2 without cookies?
In-Reply-To: <5.1.0.14.0.20020228165006.04138718@mail.corp.lumeta.com>
Message-ID: <000601c1c0b2$24a79a40$69285492@tivoli.com>

You shouldn't need cookies if you use external authentication. It is
configurable in the config.pm file. I'm guessing weshould conditionally
send cookies only if $WebExternalAuth is undefined....

Regards,
Christian

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Glenn Sieb
> Sent: Thursday, February 28, 2002 3:53 PM
> To: RT-Users
> Subject: [rt-users] RT 2 without cookies?
>
>
> Hi everyone,
>
> I'm curious if anyone has managed to get RT2 working without cookies
> enabled? If so, I'd appreciate any pointers in the right direction...
>
> Thanks in advance...
> Glenn
>
> ---
> Glenn E. Sieb, System Administrator
> Lumeta Corp. mailto:ges at lumeta.com
> +1 732 357-3514 (V)
> +1 732 564-0731 (Fax)
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From cgilmore at tivoli.com  Thu Feb 28 19:03:44 2002
From: cgilmore at tivoli.com (Christian Gilmore)
Date: Thu, 28 Feb 2002 18:03:44 -0600
Subject: [rt-users] RT 2 without cookies?
In-Reply-To: <000601c1c0b2$24a79a40$69285492@tivoli.com>
Message-ID: <000901c1c0b4$8df42ac0$69285492@tivoli.com>

Disregard. I had completely overlooked the cookie's use a state mechanism.
Thanks for keeping me on my toes, Jesse!

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Christian Gilmore
> Sent: Thursday, February 28, 2002 5:46 PM
> To: 'RT-Users'
> Subject: RE: [rt-users] RT 2 without cookies?
>
>
> You shouldn't need cookies if you use external authentication. It is
> configurable in the config.pm file. I'm guessing weshould
> conditionally
> send cookies only if $WebExternalAuth is undefined....
>
> Regards,
> Christian
>
> > -----Original Message-----
> > From: rt-users-admin at lists.fsck.com
> > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Glenn Sieb
> > Sent: Thursday, February 28, 2002 3:53 PM
> > To: RT-Users
> > Subject: [rt-users] RT 2 without cookies?
> >
> >
> > Hi everyone,
> >
> > I'm curious if anyone has managed to get RT2 working without cookies
> > enabled? If so, I'd appreciate any pointers in the right
> direction...
> >
> > Thanks in advance...
> > Glenn
> >
> > ---
> > Glenn E. Sieb, System Administrator
> > Lumeta Corp. mailto:ges at lumeta.com
> > +1 732 357-3514 (V)
> > +1 732 564-0731 (Fax)
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From jason at englanders.cc  Thu Feb 28 19:13:42 2002
From: jason at englanders.cc (Jason Englander)
Date: Thu, 28 Feb 2002 19:13:42 -0500 (EST)
Subject: [rt-users] RT Statistics Package
In-Reply-To: <31AF5A186939D4119C6100104B23BF8523E2AF@tiger.fortrex.com>
Message-ID: <Pine.LNX.4.44.0202281913140.27231-100000@mrhanky.linuxwebring.org>

On Thu, 28 Feb 2002, Alexander, John wrote:

> Specifically, in line 364 of Graph.pm is "use GD;"  Is there a GD.pm module
> somewhere?  I can't seem to find it.

http://cpan.perl.org/modules/by-module/GD/






From linuxbala at yahoo.com  Thu Feb 28 20:25:21 2002
From: linuxbala at yahoo.com (Bala)
Date: Thu, 28 Feb 2002 17:25:21 -0800 (PST)
Subject: [rt-users] Problems installing Apache::Cookie with rt2_0_9
In-Reply-To: <Pine.LNX.4.33.0202281702190.4740-100000@space.cfi.co.ug>
Message-ID: <20020301012521.60726.qmail@web11905.mail.yahoo.com>

 download the Apache source
apache_1.3.22.tar.gz and take the needed header files
from that source.

-bala-
 





--- greg at space.cfi.co.ug wrote:
> Hi!
> 
> All other modules required by rt2-0-9 have been
> installed except
> Apache::Cookie which keeps on failing to install
> with the following
> errors when I try to install it manually:
> 
>
----------------------------------------------------------
> Checking if your kit is complete...
> Looks good
> Writing Makefile for libapreq
> mkdir ../blib
> mkdir ../blib/arch
> mkdir ../blib/arch/auto
> mkdir ../blib/arch/auto/libapreq
> Warning: -L../blib/arch/auto/libapreq changed to
>
-L/root/.cpan/build/libapreq-1.0/Request/../blib/arch/auto/libapreq
> Writing Makefile for Apache::Request
> Warning: -L../blib/arch/auto/libapreq changed to
>
-L/root/.cpan/build/libapreq-1.0/Cookie/../blib/arch/auto/libapreq
> Writing Makefile for Apache::Cookie
> Writing Makefile for libapreq
> cp libapreq.pod blib/lib/libapreq.pod
> cp lib/Apache/libapreq.pm
> blib/lib/Apache/libapreq.pm
> make[1]: Entering directory
> `/root/.cpan/build/libapreq-1.0/c'
> cc -c  -fno-strict-aliasing -I/usr/local/include
> -D_LARGEFILE_SOURCE
> -D_FILE_OFFSET_BITS=64 -O2   -DVERSION=\"0.10\"
> -DXS_VERSION=\"0.10\"
> -fpic -I/usr/local/lib/perl5/5.6.1/i586-linux/CORE 
> apache_request.c
> In file included from apache_request.c:59:
> apache_request.h:5: httpd.h: No such file or
> directory
> apache_request.h:6: http_config.h: No such file or
> directory
> apache_request.h:7: http_core.h: No such file or
> directory
> apache_request.h:8: http_log.h: No such file or
> directory
> apache_request.h:9: http_main.h: No such file or
> directory
> apache_request.h:10: http_protocol.h: No such file
> or directory
> apache_request.h:11: util_script.h: No such file or
> directory
> make[1]: *** [apache_request.o] Error 1
> make[1]: Leaving directory
> `/root/.cpan/build/libapreq-1.0/c'
> make: *** [subdirs] Error 2
>   /usr/bin/make  -- NOT OK
> 
> 
>
-----------------------------------------------------------------------
> 
> Does anyone know what I am doing wrong?
> 
> 
> thanks,
> ----
> Greg,
> CFI(U)
> 
>       ,,,
>      /'^'\
>     ( o o )
> oOOO--(_)--OOOo----------------------
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users


__________________________________________________
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From alexandj at fortrex.com  Thu Feb 28 20:31:04 2002
From: alexandj at fortrex.com (Alexander, John)
Date: Thu, 28 Feb 2002 20:31:04 -0500
Subject: [rt-users] RT Statistics Package
Message-ID: <31AF5A186939D4119C6100104B23BF8523E2B6@tiger.fortrex.com>

Getting the graphics to work with the statistics package is an incredible
exercise in dependencies.  Once you get Apache::GD::Graph installed, there
is GD.pm to install - which depends on libGD, which depends on libpng, zlib,
and jpeg-6, and so on and on. 

At this point I think I have the dependencies for libGD installed but it's
make keeps crashing.  Sigh...  I'm learning to hate solaris.

John Alexander


-----Original Message-----
From: Jason Englander
To: Alexander, John
Cc: 'rt-users at lists.fsck.com'
Sent: 2/28/02 7:13 PM
Subject: RE: [rt-users] RT Statistics Package

On Thu, 28 Feb 2002, Alexander, John wrote:

> Specifically, in line 364 of Graph.pm is "use GD;"  Is there a GD.pm
module
> somewhere?  I can't seem to find it.

http://cpan.perl.org/modules/by-module/GD/





From kylet at incyte.com  Wed Feb 27 13:31:57 2002
From: kylet at incyte.com (Kyle Tucker)
Date: Wed, 27 Feb 2002 13:31:57 -0500
Subject: [rt-users] RT DB acting up
Message-ID: <1020227133157.ZM12372@whaler>

Hi,
	RT 2.0.8 on Solaris with mySql 3.23.41. We were running just
fine for over 6 months, but something occured in the past month and
now it's acting very odd.
	When we hit "submit" to set tickets to "resolved", the next
page displayed is a completely different ticket and always that same
ticket regardless of what other ticker we are closing. If we go back
to the queue, the ticket we intended to resolve is still open. If we
use the command line to set the --status=resolved, it is resolved.
	Also, if I do a "rt --summary --limit-status=dead" I get
nothing returned, but there are many with this status. If I use
"mysql" directly with 'select * from tickets where status = "dead"',
they all are shown.
	I have run "myisamchk" and it reports the DB files as clean
after fixing the flags about being left open. Any thoughts on what
may be wrong and who I might recover? There have been no changes to
the entire RT code tree, the only mods are the sessiondata files.

Thanks.

--
- Kyle
----------------------------------------------------------------------
Kyle Tucker - Manager of IT                        Tel: (978) 816-0229
Incyte Genomics - Proteome Division                Fax: (978) 922-3971
100 Cummings Center, Suite 420B               Email - kylet at incyte.com
Beverly, MA 01915                          Web - http://www.incyte.com
----------------------------------------------------------------------



From mgrubb at fifthvision.net  Tue Feb  5 19:31:56 2002
From: mgrubb at fifthvision.net (Michael Grubb)
Date: Tue, 5 Feb 2002 18:31:56 -0600
Subject: [rt-users] Resolved Queue?
In-Reply-To: <EFF0DECB3849D4118E2C00508BCFD4E57D1C67@FL-MIA01-M>
References: <EFF0DECB3849D4118E2C00508BCFD4E57D1C67@FL-MIA01-M>
Message-ID: <200202051831.56485.mgrubb@fifthvision.net>

As a matter of fact I have written a scripaction just for this.
I can get a ScripCondition for statuschange written that will look for status 
resolved as well. (been needing to write this anyway)
I will be posting said scripaction in the next day or so, but if you can't 
wait, let me know.

On Monday 29 April 2002 08:12 am, Crespo, Ramon wrote:
> Hello Everyone,
>
> I've been using RT for a couple of weeks now and it seems like a great
> ticket system solution. However it seems its not perfect for management.
> They want to have a place they can see all resolved tickets. Is there
> anyway to write a scrip that will move all tickets to a certain queue once
> there status equals resolved? Thank you all for making this system easier
> to work with.
>
> Kind Regards,
> Ramon Crespo
>
>
> _______________________________________________
> 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