From charl at infosat.net  Tue Jan  1 04:54:49 2002
From: charl at infosat.net (Charl Matthee)
Date: Tue, 1 Jan 2002 11:54:49 +0200
Subject: [charl@infosat.net: [rt-users] Mangling support addresses]
In-Reply-To: <20011231112959.V10604@pallas.fsck.com>
References: <20011231140331.GB11649@charl.mailgate.net> <20011231112959.V10604@pallas.fsck.com>
Message-ID: <20020101095449.GA15806@charl.mailgate.net>

On Mon Dec 31 2001 at 11:29:59AM -0500 'Jesse Vincent' <jesse at bestpractical.com> wrote:

> In what ways does RT 2.0's default behaviour not meet your needs?

I unfortunately do not know RT2 (hence the question). Seeing that RT2 can
mangle addresses would you be so kind as to point me in the general
direction (what am I looking for in the docs?).


Ciao

Charl
__________________________________________________________________________

       I don't suffer from insanity, I enjoy every minute of it.
__________________________________________________________________________

      [ Charl Matthee ]                             [ +27-11-721-3800 ]
      [ Entropic Reality Facilitator]               [ +27-11-405-6508 ]
__________________________________________________________________________



From charl at infosat.net  Tue Jan  1 14:00:27 2002
From: charl at infosat.net (Charl Matthee)
Date: Tue, 1 Jan 2002 21:00:27 +0200
Subject: [charl@infosat.net: [rt-users] Mangling support addresses]
In-Reply-To: <20020101095449.GA15806@charl.mailgate.net>
References: <20011231140331.GB11649@charl.mailgate.net> <20011231112959.V10604@pallas.fsck.com> <20020101095449.GA15806@charl.mailgate.net>
Message-ID: <20020101190027.GA22012@charl.mailgate.net>

On Tue Jan 01 2002 at 11:54:49AM +0200 'Charl Matthee' <charl at infosat.net> wrote:

> > In what ways does RT 2.0's default behaviour not meet your needs?
> 
> I unfortunately do not know RT2 (hence the question). Seeing that RT2 can
> mangle addresses would you be so kind as to point me in the general
> direction (what am I looking for in the docs?).

http://www.fsck.com/rtfm/article.html?id=2#46 (Configure the Email Gateway) 
seems to provide me with what I need to know.


Ciao

Charl
__________________________________________________________________________

       I don't suffer from insanity, I enjoy every minute of it.
__________________________________________________________________________

      [ Charl Matthee ]                             [ +27-11-721-3800 ]
      [ Entropic Reality Facilitator]               [ +27-11-405-6508 ]
__________________________________________________________________________



From matthew.zeier at thirdcoast.net  Wed Jan  2 01:50:35 2002
From: matthew.zeier at thirdcoast.net (matthew zeier)
Date: Tue, 1 Jan 2002 22:50:35 -0800
Subject: [rt-users] OnQueue change ?
Message-ID: <00a001c19359$c8f02bc0$6416160a@MRZTP>

Is there a scrip for sending notification on queue change?  When someone
reassigns a ticket to another queue, I want the queue watchers to get a
notification about it.

Thanks.

--
matthew zeier - "In mathematics you don't understand things.  You just
get used to them." - John von Newmann




From jesse at bestpractical.com  Wed Jan  2 02:01:33 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 2 Jan 2002 02:01:33 -0500
Subject: [rt-users] OnQueue change ?
In-Reply-To: <00a001c19359$c8f02bc0$6416160a@MRZTP>; from matthew.zeier@thirdcoast.net on Tue, Jan 01, 2002 at 10:50:35PM -0800
References: <00a001c19359$c8f02bc0$6416160a@MRZTP>
Message-ID: <20020102020133.X10604@pallas.fsck.com>

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


On Tue, Jan 01, 2002 at 10:50:35PM -0800, matthew zeier wrote:
> 
> Is there a scrip for sending notification on queue change?  When someone
> reassigns a ticket to another queue, I want the queue watchers to get a
> notification about it.
> 
> Thanks.
> 
> --
> matthew zeier - "In mathematics you don't understand things.  You just
> get used to them." - John von Newmann
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jesse at bestpractical.com  Wed Jan  2 02:06:43 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 2 Jan 2002 02:06:43 -0500
Subject: [rt-users] [rt-announce] ftp on fsck.com has been retired.
Message-ID: <20020102020643.Y10604@pallas.fsck.com>

Happy New Year!

As promised, fsck.com no longer provides ftp service.  All content
previously accessable by ftp can now be found at http://www.fsck.com/pub


	Jesse Vincent
	Best Practical Solutions, LLC


-- 
Commercial support for RT is now available. 
	Send email to sales at bestpractical.com for details.


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



From calvin at pear.orange-tree.alt.za  Wed Jan  2 03:19:09 2002
From: calvin at pear.orange-tree.alt.za (Calvin Browne)
Date: Wed, 2 Jan 2002 10:19:09 +0200 (SAST)
Subject: [rt-users] rt2.0.9 times out/segfaults
Message-ID: <200201020819.g028J9001757@pear.orange-tree.alt.za>

Hi all,

happy new year, and thanks for an unbelievable product.

we're running rt 2.0.9 on redhat 7.2, with postgresql-7.1.3-2,
and sendmail-8.11.6-3.

I'm getting

[Wed Jan  2 10:07:19 2002] [notice] child pid 17354 exit signal Segmentation fault (11)

under a weird circumstance, and I'm hoping someone will have some clues as to
where I can look.

The above occurs only for one user (myself :) ) when trying to reply to
tickets or create new tickets. I get nothing but blank files in /tmp/*.
I think it started to occur when I had replied to another (totally unrelated)
ticket, and then interrupted the browser by pressing the stop key.
Any ideas? Clues as to where I might look? debugging I can turn on?

(BTW, we've been running RT2 for about 3 months now, and have over
7000 tickets logged - this is the first hint of a problem we've
had).

--Calvin

------------------------* My opinions are mine *------------------------------
 Calvin Browne calvin at UniForum.org.za c at lvin.co.za
               Office phone: 080 314 0077        +27 11 314-0077
               http://orange-tree.alt.za Mobile: +27 83 303-0663
               Call me for Linux/Internet consulting 
------------------------------------------------------------------------------



From atossava at cc.helsinki.fi  Wed Jan  2 06:18:26 2002
From: atossava at cc.helsinki.fi (Atro Tossavainen)
Date: Wed, 2 Jan 2002 13:18:26 +0200 (EET)
Subject: [rt-users] Re: DB problem?
In-Reply-To: <20011221182946.61b16f1a.feargal@thecia.ie> from Feargal Reilly
 at "Dec 21, 2001 06:29:46 pm"
Message-ID: <200201021118.g02BIQE28550@kruuna.Helsinki.FI>

This is really slightly off-topic, but..

Feargal Reilly wrote:

> IIRC According to the W3C specs, 'Enter' is meant to submit a form
> alright, just not all browsers did so. Opera behaves this way also.

And it is crucial that they do so!

Just think of all the JavaScript-"enabled" idiot web pages that don't
have a proper submit button. I know the web designers think there's a
reason for disallowing plain old submit, but as per usual, they're wrong.

-- 
Atro Tossavainen (Mr.)               / The Institute of Biotechnology at
Systems Analyst, Techno-Amish &     / the University of Helsinki, Finland,
+358-9-19158939  UNIX Dinosaur     / employs me, but my opinions are my own.
< URL : http : / / www . iki . fi / atro . tossavainen / >

File attachments NOT welcome unless agreed to beforehand.



From sam.smith at ece.gatech.edu  Wed Jan  2 10:04:32 2002
From: sam.smith at ece.gatech.edu (Sam Smith)
Date: Wed, 02 Jan 2002 10:04:32 -0500
Subject: [rt-users] rtreports for 2.0?
Message-ID: <3C332180.50DC6698@ece.gatech.edu>

Is there a script like rtreports that works with version 2?

Thanks,
Sam Smith



From khera at kcilink.com  Wed Jan  2 11:38:38 2002
From: khera at kcilink.com (Vivek Khera)
Date: Wed, 2 Jan 2002 11:38:38 -0500
Subject: [rt-users] update to RT/FM response
Message-ID: <15411.14222.99749.793586@onceler.kciLink.com>

The response to "why is cpan making me upgrade to perl 5.6.1" is
outdated.  The proper thing to do is to "install CPAN" the first time
you run cpan.  This will update the CPAN module to the latest version
which will avoid upgrading to perl 5.6.1 unless you force it to do so.



From khera at kcilink.com  Wed Jan  2 11:41:32 2002
From: khera at kcilink.com (Vivek Khera)
Date: Wed, 2 Jan 2002 11:41:32 -0500
Subject: [rt-users] what permissions are needed to comment on user?
Message-ID: <15411.14396.620966.26386@onceler.kciLink.com>

We have a handful of users that ask a bunch of questions, and I'd like
to be able to add comments on those users, such as their internal
account number.  The only way I see to do that is to go in as root and
update their information.

Is there some permission I can grant to the service reps handling the
queues to add comments to unpriveleged users' records (those
auto-created via incoming mail) without having to be root or to give
them the ability to muck about with priveleged users?

I didn't find anything searching RT/FM about it.



From jesse at bestpractical.com  Wed Jan  2 11:51:12 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 2 Jan 2002 11:51:12 -0500
Subject: [rt-users] what permissions are needed to comment on user?
In-Reply-To: <15411.14396.620966.26386@onceler.kciLink.com>; from khera@kcilink.com on Wed, Jan 02, 2002 at 11:41:32AM -0500
References: <15411.14396.620966.26386@onceler.kciLink.com>
Message-ID: <20020102115112.A10604@pallas.fsck.com>

There isn't currently a right that can be granted to do this. It would
be a good addition.  I suspect it would take about an hour to do.
send a feature request to rt-2.0-bugs at fsck.com?  I can't really promise
when I'd get to it, but it does make sense and should happen eventually.

	-j


On Wed, Jan 02, 2002 at 11:41:32AM -0500, Vivek Khera wrote:
> We have a handful of users that ask a bunch of questions, and I'd like
> to be able to add comments on those users, such as their internal
> account number.  The only way I see to do that is to go in as root and
> update their information.
> 
> Is there some permission I can grant to the service reps handling the
> queues to add comments to unpriveleged users' records (those
> auto-created via incoming mail) without having to be root or to give
> them the ability to muck about with priveleged users?
> 
> I didn't find anything searching RT/FM about it.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From matthew.zeier at thirdcoast.net  Wed Jan  2 11:56:01 2002
From: matthew.zeier at thirdcoast.net (matthew zeier)
Date: Wed, 2 Jan 2002 08:56:01 -0800
Subject: [rt-users] installing new Scrips
Message-ID: <014f01c193ae$5c033070$0b16160a@Desktop>

To install a new scrip, do I just copy the .pm into /opt/rt2/lib/RT/Action ?



--
matthew zeier - "In mathematics you don't understand things.  You just
get used to them." - Johann von Neumann




From bgeraldo at sockeye.com  Wed Jan  2 16:25:42 2002
From: bgeraldo at sockeye.com (Bolivar Geraldo)
Date: Wed, 2 Jan 2002 16:25:42 -0500 (EST)
Subject: [rt-users] Who is the mail coming from?
Message-ID: <200201022125.g02LPl5W004467@fishy.sockeye.com>

I'm running RT 2.0.9.  Currently when a ticket is created, or
correspondence is sent, the mail that RT sends out appears to coming
from the correspondence address set for the queue in which the ticket is
in. For example if I had an "incoming" queue:

From: Bob via RT <incoming at abcd.com>

Is there a way to change this so it appears to be coming from the email
address of the actual requestor? 
i.e. "From: Bob via RT <bob at somewhere.com>"

Please help.


-- 
Bolivar Geraldo (Junior)
NOC Analyst
Ph: 617-559-4031
Cell: 617-699-4315
E-mail: bgeraldo at sockeye.com
Pager: bgeraldo-pager at sockeye.com

Sockeye Networks, Inc.
275 Grove St., Suite 1-120
Newton, MA 02466-2272 
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 232 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020102/cfa5b48d/attachment.sig>

From jesse at bestpractical.com  Wed Jan  2 16:37:01 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 2 Jan 2002 16:37:01 -0500
Subject: [rt-users] Who is the mail coming from?
In-Reply-To: <200201022125.g02LPl5W004467@fishy.sockeye.com>; from bgeraldo@sockeye.com on Wed, Jan 02, 2002 at 04:25:42PM -0500
References: <200201022125.g02LPl5W004467@fishy.sockeye.com>
Message-ID: <20020102163701.B10604@pallas.fsck.com>

You can, of course, customize RT by hacking the perl, but that would defeat one
of RT's key features:
	RT automatically makes the email go where it's supposed to and _keeps track_ of it. If RT didn't rewrite addresses, you'd have to carefully manually CC RT 
and the user on each transaction.  I've used systems that do that. It sucks and
not everything gets properly recorded.

	-jesse


On Wed, Jan 02, 2002 at 04:25:42PM -0500, Bolivar Geraldo wrote:
> I'm running RT 2.0.9.  Currently when a ticket is created, or
> correspondence is sent, the mail that RT sends out appears to coming
> from the correspondence address set for the queue in which the ticket is
> in. For example if I had an "incoming" queue:
> 
> From: Bob via RT <incoming at abcd.com>
> 
> Is there a way to change this so it appears to be coming from the email
> address of the actual requestor? 
> i.e. "From: Bob via RT <bob at somewhere.com>"
> 
> Please help.
> 
> 
> -- 
> Bolivar Geraldo (Junior)
> NOC Analyst
> Ph: 617-559-4031
> Cell: 617-699-4315
> E-mail: bgeraldo at sockeye.com
> Pager: bgeraldo-pager at sockeye.com
> 
> Sockeye Networks, Inc.
> 275 Grove St., Suite 1-120
> Newton, MA 02466-2272 



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



From khera at kcilink.com  Wed Jan  2 16:38:49 2002
From: khera at kcilink.com (Vivek Khera)
Date: Wed, 2 Jan 2002 16:38:49 -0500
Subject: [rt-users] Who is the mail coming from?
In-Reply-To: <200201022125.g02LPl5W004467@fishy.sockeye.com>
References: <200201022125.g02LPl5W004467@fishy.sockeye.com>
Message-ID: <15411.32233.279654.386470@onceler.kciLink.com>

>>>>> "BG" == Bolivar Geraldo <bgeraldo at sockeye.com> writes:

BG> From: Bob via RT <incoming at abcd.com>

BG> Is there a way to change this so it appears to be coming from the email
BG> address of the actual requestor? 
BG> i.e. "From: Bob via RT <bob at somewhere.com>"

So when that person then replies back, you don't want the
correspondence to be tracked via RT anymore?  Why bother using RT
then?

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



From jesse at bestpractical.com  Wed Jan  2 16:40:22 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 2 Jan 2002 16:40:22 -0500
Subject: [rt-users] installing new Scrips
In-Reply-To: <014f01c193ae$5c033070$0b16160a@Desktop>; from matthew.zeier@thirdcoast.net on Wed, Jan 02, 2002 at 08:56:01AM -0800
References: <014f01c193ae$5c033070$0b16160a@Desktop>
Message-ID: <20020102164022.C10604@pallas.fsck.com>

Generally, there's also a script to insert a row into RT's database.


	-j


On Wed, Jan 02, 2002 at 08:56:01AM -0800, matthew zeier wrote:
> 
> To install a new scrip, do I just copy the .pm into /opt/rt2/lib/RT/Action ?
> 
> 
> 
> --
> matthew zeier - "In mathematics you don't understand things.  You just
> get used to them." - Johann von Neumann
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From travis.campbell at amd.com  Wed Jan  2 17:03:50 2002
From: travis.campbell at amd.com (Travis Campbell)
Date: Wed, 2 Jan 2002 16:03:50 -0600
Subject: [rt-users] Altering status and corresponding with Jumbo page
Message-ID: <20020102160349.A1427@beast.amd.com>

(I've been blind when reading the buglist before.  If this is already
 documented please point me to the bug.  If it's fixed, even better)

We noticed earlier this week that RT2.0.8_02 is reopening a ticket if you

* set the status to resolved in Jumbo->Modify ticket

AND 

* correspond with the requestor in Jumbo->Update ticket.

It looks like RT is doing the updates out of order (setting the status
to resolved, updating the transaction table with the correspondence, and
then reopening the ticket because of the correspondence).  I think it should
be updating the transaction with the correspondence and then doing the 
status update.

Bug?  Feature?  

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 jesse at bestpractical.com  Wed Jan  2 17:07:00 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 2 Jan 2002 17:07:00 -0500
Subject: [rt-users] Altering status and corresponding with Jumbo page
In-Reply-To: <20020102160349.A1427@beast.amd.com>; from travis.campbell@amd.com on Wed, Jan 02, 2002 at 04:03:50PM -0600
References: <20020102160349.A1427@beast.amd.com>
Message-ID: <20020102170700.E10604@pallas.fsck.com>

That's been fixed. I believe in 2.0.9.


On Wed, Jan 02, 2002 at 04:03:50PM -0600, Travis Campbell wrote:
> (I've been blind when reading the buglist before.  If this is already
>  documented please point me to the bug.  If it's fixed, even better)
> 
> We noticed earlier this week that RT2.0.8_02 is reopening a ticket if you
> 
> * set the status to resolved in Jumbo->Modify ticket
> 
> AND 
> 
> * correspond with the requestor in Jumbo->Update ticket.
> 
> It looks like RT is doing the updates out of order (setting the status
> to resolved, updating the transaction table with the correspondence, and
> then reopening the ticket because of the correspondence).  I think it should
> be updating the transaction with the correspondence and then doing the 
> status update.
> 
> Bug?  Feature?  
> 
> 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.
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From travis.campbell at amd.com  Wed Jan  2 17:59:31 2002
From: travis.campbell at amd.com (Travis Campbell)
Date: Wed, 2 Jan 2002 16:59:31 -0600
Subject: [rt-users] Altering status and corresponding with Jumbo
 page
In-Reply-To: <20020102170700.E10604@pallas.fsck.com>
References: <20020102160349.A1427@beast.amd.com>
 <20020102170700.E10604@pallas.fsck.com>
Message-ID: <20020102165930.A1615@beast.amd.com>

On Wed, Jan 02, 2002 at 05:07:00PM -0500, Jesse Vincent wrote:
> That's been fixed. I believe in 2.0.9.
> 
> 

Was this a fix to ModifyAll.html or something deeper in the RT::*
module structure?  If the former, I'll just download a 2.0.9 tarball and
diff the content of the mason files.  If the latter, I'll just live with
the bug; can't upgrade to anything later than 2.0.8_02 without qualifying
it for the environment.


> On Wed, Jan 02, 2002 at 04:03:50PM -0600, Travis Campbell wrote:
> > 
> > It looks like RT is doing the updates out of order (setting the status
> > to resolved, updating the transaction table with the correspondence, and
> > then reopening the ticket because of the correspondence).  I think it should
> > be updating the transaction with the correspondence and then doing the 
> > status update.

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




From jesse at bestpractical.com  Wed Jan  2 18:05:08 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 2 Jan 2002 18:05:08 -0500
Subject: [rt-users] Altering status and corresponding with Jumbo page
In-Reply-To: <20020102165930.A1615@beast.amd.com>; from travis.campbell@amd.com on Wed, Jan 02, 2002 at 04:59:31PM -0600
References: <20020102160349.A1427@beast.amd.com> <20020102170700.E10604@pallas.fsck.com> <20020102165930.A1615@beast.amd.com>
Message-ID: <20020102180508.F10604@pallas.fsck.com>

IIRC it was in Ticket.pm


On Wed, Jan 02, 2002 at 04:59:31PM -0600, Travis Campbell wrote:
> On Wed, Jan 02, 2002 at 05:07:00PM -0500, Jesse Vincent wrote:
> > That's been fixed. I believe in 2.0.9.
> > 
> > 
> 
> Was this a fix to ModifyAll.html or something deeper in the RT::*
> module structure?  If the former, I'll just download a 2.0.9 tarball and
> diff the content of the mason files.  If the latter, I'll just live with
> the bug; can't upgrade to anything later than 2.0.8_02 without qualifying
> it for the environment.
> 
> 
> > On Wed, Jan 02, 2002 at 04:03:50PM -0600, Travis Campbell wrote:
> > > 
> > > It looks like RT is doing the updates out of order (setting the status
> > > to resolved, updating the transaction table with the correspondence, and
> > > then reopening the ticket because of the correspondence).  I think it should
> > > be updating the transaction with the correspondence and then doing the 
> > > status update.
> 
> Thanks,
> Travis
> -- 
>  Travis Campbell  -  Unix Systems Administrator =      travis at beast.amd.com
>     5900 E. Ben White Blvd, Austin, TX 78741    =   travis.campbell at amd.com
>     TEL: (512) 602-1888  PAG: (512) 604-0341    =   webmaster at beast.amd.com 
> ============================================================================
>       "Does anything work as expected?"  Yes.  An axe through the CPU.
> 
> 

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



From bgeraldo at sockeye.com  Wed Jan  2 18:20:07 2002
From: bgeraldo at sockeye.com (Bolivar Geraldo)
Date: Wed, 2 Jan 2002 18:20:07 -0500 (EST)
Subject: [rt-users] Requestors email in the queue template
Message-ID: <200201022320.g02NKE5W012407@fishy.sockeye.com>

I'm running RT 2.0.9.  Is there a variable or flag that will give me the
requestors email address in the mail templates in RT?  For instance, in
the default template there is the following:

{$Ticket->Subject()} -> which will give me the Subject of the ticket submitted.

I wanted to know if there was one for getting the requestors email
address.  I tried {$Ticket->Requestor()}, but that didn't work.

Please help.

-- 
Bolivar Geraldo (Junior)
NOC Analyst
Ph: 617-559-4031
Cell: 617-699-4315
E-mail: bgeraldo at sockeye.com
Pager: bgeraldo-pager at sockeye.com

Sockeye Networks, Inc.
275 Grove St., Suite 1-120
Newton, MA 02466-2272 
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 232 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020102/1eb0fe47/attachment.sig>

From jesse at bestpractical.com  Wed Jan  2 18:36:41 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 2 Jan 2002 18:36:41 -0500
Subject: [rt-users] Requestors email in the queue template
In-Reply-To: <200201022320.g02NKE5W012407@fishy.sockeye.com>; from bgeraldo@sockeye.com on Wed, Jan 02, 2002 at 06:20:07PM -0500
References: <200201022320.g02NKE5W012407@fishy.sockeye.com>
Message-ID: <20020102183641.G10604@pallas.fsck.com>

You can find a number of these methods by reading the module
documentation for RT's ticket object:

man RT::Ticket

tells you that the RequestorsAsString method gives you:

    Returns String: All Ticket Requestor email addresses as a string.




On Wed, Jan 02, 2002 at 06:20:07PM -0500, Bolivar Geraldo wrote:
> I'm running RT 2.0.9.  Is there a variable or flag that will give me the
> requestors email address in the mail templates in RT?  For instance, in
> the default template there is the following:
> 
> {$Ticket->Subject()} -> which will give me the Subject of the ticket submitted.
> 
> I wanted to know if there was one for getting the requestors email
> address.  I tried {$Ticket->Requestor()}, but that didn't work.
> 
> Please help.
> 
> -- 
> Bolivar Geraldo (Junior)
> NOC Analyst
> Ph: 617-559-4031
> Cell: 617-699-4315
> E-mail: bgeraldo at sockeye.com
> Pager: bgeraldo-pager at sockeye.com
> 
> Sockeye Networks, Inc.
> 275 Grove St., Suite 1-120
> Newton, MA 02466-2272 



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



From rmitzel at peer1.net  Wed Jan  2 22:34:41 2002
From: rmitzel at peer1.net (Rob Mitzel)
Date: Wed, 2 Jan 2002 19:34:41 -0800
Subject: [rt-users] RE: [rt-announce] RT 2.0.11 Released + more support contract information
In-Reply-To: <20020102222507.K10604@pallas.fsck.com>
Message-ID: <DKEPICGGEGFEBGNMNBHPKEOOCCAA.rmitzel@peer1.net>

Oh just bloody great, my site is infamous now. ;)  And you know, that makes
me think...doesn't anyone else do merging?  I mean, if we get say, 10
instances of an abuse issue, we just merge it into one ticket.  Nobody else
does that?


> RT 2.0.11
> ---------
>
> RT 2.0.11 is a minor update which corrects a bug in 2.0.10 that
> affected a single site, related to overzealous merging.
>


P.S.  Jesse, if you get about 5-10 of those "platinum"-level contracts from
us end users, I hope you're gonna take us all out for drinks. ;) j/k

Regards,

Rob.

--
Rob Mitzel
Information Systems & Services Analyst
Peer 1 Network, Inc.
#2100-555 West Hastings Street
Vancouver, BC V6B 4N5
Office: (604) 683-7747  Fax: (604) 683-4634
Network Operations (24hrs) : 604-484-2588  1-866-484-2588
Website: http://www.peer1.net
Email: rmitzel at peer1.net




From jesse at bestpractical.com  Wed Jan  2 22:25:07 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 2 Jan 2002 22:25:07 -0500
Subject: [rt-users] [rt-announce] RT 2.0.11 Released + more support contract information
Message-ID: <20020102222507.K10604@pallas.fsck.com>

Support
-------


Best Practical Solutions' official support offerings and agreement 
have finally been blessed by our lawyers. Support and development 
contracts are the only way that I make money necessary to underwrite 
RT's continued development.  If your organization is interested in 
a support contract, or even if it isn't but is willing to buy one anyway,
please don't hesitate to send email to sales at bestpractical.com. 
A description of Best Practical's support offerings and fee structures
is attached to the end of this message


RT 2.0.11
---------

RT 2.0.11 is a minor update which corrects a bug in 2.0.10 that
affected a single site, related to overzealous merging. 

This release is functionally identical to 2.0.11-pre1. There is no 
need to upgrade if you're running 2.0.11-pre1.

You can download RT 2.0.11 from 

http://www.bestpractical.com/rt/download.html


RT Support Levels and Fees
--------------------------


Bronze Level Support ($1,500 per quarter, $6,000 per year)

     * Available only for support of the Programs for processing less
       than 1,000 tickets per quarter in one ticket database. For support
       of the Programs for use with additional ticket databases,
       additional support for such use may be ordered at the rates set
       forth herein.
     * Only one customer representative may be designated to contact
       Supplier
     * Contact with Supplier is limited to e-mail, unless otherwise
       authorized by Supplier
     * Supplier will respond to four separate incident support requests
       per quarter
     * Supplier will use reasonable efforts to respond to incident
       support requests within one business day of receipt of request
     * For support requests in excess of four incident requests per
       quarter, Customer may request support at a rate of $200 per hour
       for a minimum of four hours, payable in advance unless waived by
       Supplier
     * Installation support is not included, but is available separately
       on terms set forth below.
       
Silver Level Support ($3,000 per quarter; $12,000 per year)

     * Available only support of the Programs for processing less than
       2500 tickets per quarter in one ticket database. For support of
       the Programs for use with additional ticket databases, additional
       support for such use may be ordered at the rates set forth herein.
     * Terms for Bronze Level Support apply except as otherwise stated in
       these Silver Level Support terms
     * Only two customer representatives may be designated to contact
       Supplier
     * Supplier will respond to eight separate incident support requests
       per quarter
     * Supplier will use reasonable efforts to respond to incident
       support requests within one business day of receipt of request
     * Ten percent discount on then applicable rate for Consulting
       Services
       
Gold Level Support ($9,000 per quarter, $36,000 per year)

     * Available only for support of the Programs for processing less
       than 10,000 tickets per quarter in one ticket database. For
       support of the Programs for use with additional ticket databases,
       additional support for such use may be ordered at the rates set
       forth herein.
     * Terms for Silver Level Support apply except as otherwise stated in
       these Gold Level Support terms
     * Only two customer representatives may be designated to contact
       Supplier
     * Supplier will respond to sixteen separate incident support
       requests per quarter
     * For non-emergency incidents (as defined below), contact by e-mail
       with Supplier using reasonable efforts to respond to such an
       incident support request within one US business day of receipt of
       request
     * For emergency incident support request, contact is available by
       web->pager gateway between 8 AM and 8 PM US Eastern Time, Monday
       through Friday, with Supplier using reasonable efforts to respond
       to such an incident support request within four hours (i.e.,
       emergency requests received outside of such hours will be
       responded to at the beginning of the next US business day)
     * Fifteen percent discount on then applicable rate for Consulting
       Services
     * An Emergency may be either a Severity 1 or Severity 2 problem, as
       described below.
          + Severity 1: The problem causes complete loss of service. Work
            cannot reasonably continue, the operation is mission critical
            to the business and the situation is an emergency. A Severity
            1 problem has one or more of the following characteristics:
               o Data corrupted
               o A critical function is not available
               o System hangs indefinitely, causing unacceptable or
                 indefinite delays for resources or response
               o System crashes, and crashes repeatedly after restart
                 attempts
          + Severity 2
               o The problem causes a severe loss of service.
               o No acceptable workaround is available; however,
                 operation can continue in a restricted fashion.
       
Platinum Level Support ($30,000 per quarter, $120,000 per year)

     * Available for support of the Programs for processing any number of
       tickets per quarter in one ticket database. For support of the
       Programs for use with additional ticket databases, additional
       support for such use may be ordered at the rates set forth herein.
     * Terms for Silver Level Support apply except as otherwise stated in
       these Platinum Level Support terms
     * Only eight customer representatives may be designated to contact
       Supplier
     * Supplier will respond to sixty-four separate incident support
       requests per quarter
     * For non-emergency incident support requests contact by e-mail with
       Supplier using reasonable efforts to respond to such incident
       support requests within four business hours (business hours being
       the hours between 8 AM to 6 PM US Eastern time, Monday thru
       Friday) of receipt of request
     * For emergency incident support requests, contact is available by
       24x7 web->pager gateway with Supplier using reasonable efforts to
       respond to such incident support request within four hours
     * Twenty percent discount on then applicable rate for Consulting
       Services
     * One engineer on-site for one week for installation, setup,
       customization, data-migration and training for Customer's staff in
       any 12 month period (plus travel and living expenses)
       
Installation Support

     * Installation support is available separately on the following
       terms:
     * Installation support is provided in a minimum four hour block.
     * The fee for installation support is $200 per hour for a minimum of
       four hours, payable in advance unless waived by Supplier
     * Installation support does not include configuration over and above
       the defaults recommended by Supplier
     * If at any time Supplier believes installation will take more than
       4 hours, Supplier will attempt to notify Customer and Customer can
       decide whether Supplier shall continue, at the fees set forth
       above
       
   To order Support or Installation Services, please contact
   sales at bestpractical.com.




	Thanks very much,
	Jesse Vincent
	Best Practical Solutions


-- 
http://www.bestpractical.com/
	Free trouble ticketing software. Commercial-grade support.


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



From jesse at bestpractical.com  Wed Jan  2 22:49:39 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 2 Jan 2002 22:49:39 -0500
Subject: [rt-users] RE: [rt-announce] RT 2.0.11 Released + more support contract information
In-Reply-To: <DKEPICGGEGFEBGNMNBHPKEOOCCAA.rmitzel@peer1.net>; from rmitzel@peer1.net on Wed, Jan 02, 2002 at 07:34:41PM -0800
References: <20020102222507.K10604@pallas.fsck.com> <DKEPICGGEGFEBGNMNBHPKEOOCCAA.rmitzel@peer1.net>
Message-ID: <20020102224939.L10604@pallas.fsck.com>

On Wed, Jan 02, 2002 at 07:34:41PM -0800, Rob Mitzel wrote:
> Oh just bloody great, my site is infamous now. ;)  And you know, that makes
> me think...doesn't anyone else do merging?  I mean, if we get say, 10
> instances of an abuse issue, we just merge it into one ticket.  Nobody else
> does that?

I'm surprised that none of the testers caught it during the previous couple 
of weeks, but it was released on christmas eve. I suspect you were probably
the only site who rolled it out before you found the bug and the release was
pulled.. ;)  Oh. I meant overzealous merging on RT's part, not yours!

> P.S.  Jesse, if you get about 5-10 of those "platinum"-level contracts from
> us end users, I hope you're gonna take us all out for drinks. ;) j/k

If we get a couple of platinum contracts, one of the first orders of business
(after health insurance ;)  is some professional documentation for folks. And
then there are all sorts of goodies I'll be able to provide for the community.

Thanks,
	Jesse

> Regards,
> 
> Rob.

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



From mdisney at ecdev.fedex.com  Wed Jan  2 23:51:09 2002
From: mdisney at ecdev.fedex.com (Matt Disney)
Date: Wed, 02 Jan 2002 22:51:09 -0600
Subject: [rt-users] Migrate an individual queue
Message-ID: <200201030451.g034p7c14347@nfsa.ecdev.fedex.com>

Has anyone ever attempted to migrate an individual queue and all its
data, including users with permissions on that queue, to another RT
installation?

Basically, my site has a test RT installation and then one for
production. We'd like to be able to move a queue at a time. I would
prefer that some/all of this be automated via mysql queries, dumps, and
loads if possible.

I don't hold out much hope for a clean solution, but I figured I 
should ask.

Thanks,
Matt



From rmitzel at peer1.net  Thu Jan  3 08:10:40 2002
From: rmitzel at peer1.net (Rob Mitzel)
Date: Thu, 3 Jan 2002 05:10:40 -0800
Subject: [rt-users] RE: [rt-announce] RT 2.0.11 Released + more support contract information
In-Reply-To: <20020102224939.L10604@pallas.fsck.com>
Message-ID: <DKEPICGGEGFEBGNMNBHPCEPBCCAA.rmitzel@peer1.net>

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jesse Vincent
> Sent: Wednesday, January 02, 2002 7:50 PM
> To: Rob Mitzel
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] RE: [rt-announce] RT 2.0.11 Released + more
> support contract information
>
>
>
> On Wed, Jan 02, 2002 at 07:34:41PM -0800, Rob Mitzel wrote:
> > Oh just bloody great, my site is infamous now. ;)  And you
> know, that makes
> > me think...doesn't anyone else do merging?  I mean, if we get say, 10
> > instances of an abuse issue, we just merge it into one ticket.
> Nobody else
> > does that?
>
> I'm surprised that none of the testers caught it during the
> previous couple
> of weeks, but it was released on christmas eve. I suspect you
> were probably
> the only site who rolled it out before you found the bug and the
> release was
> pulled.. ;)  Oh. I meant overzealous merging on RT's part, not yours!

Actually, you'd be suprised...my other abuse guy, who's an old friend of
mine (we've worked together for years), at one point merged over 100 tickets
together.  It was neat to see, at least.  I'm sure the db must have hated
him, I'm sure.

>
> > P.S.  Jesse, if you get about 5-10 of those "platinum"-level
> contracts from
> > us end users, I hope you're gonna take us all out for drinks. ;) j/k
>
> If we get a couple of platinum contracts, one of the first orders
> of business
> (after health insurance ;)  is some professional documentation
> for folks. And
> then there are all sorts of goodies I'll be able to provide for
> the community.

Although I'm sure that at this time, our company could in no way afford a
support contract, I would bloody well pay out of my own pocket if need be to
buy a copy of professional printed documentation, and I'm sure there's lots
of others who would too.  I've actually got to come up with some sort of
guide for 30+ people, half of which are just computer literate enough to be
annoying, on using our RT system.  It should be interesting, and if anyone
has any boilerplate text to add in, feel free to throw it my way. ;)

-Rob.




From khera at kcilink.com  Thu Jan  3 09:58:20 2002
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 3 Jan 2002 09:58:20 -0500
Subject: [rt-users] Requestors email in the queue template
In-Reply-To: <200201022320.g02NKE5W012407@fishy.sockeye.com>
References: <200201022320.g02NKE5W012407@fishy.sockeye.com>
Message-ID: <15412.29068.830695.263138@onceler.kciLink.com>

>>>>> "BG" == Bolivar Geraldo <bgeraldo at sockeye.com> writes:

BG> I'm running RT 2.0.9.  Is there a variable or flag that will give me the
BG> requestors email address in the mail templates in RT?  For instance, in
BG> the default template there is the following:

BG> {$Ticket->Subject()} -> which will give me the Subject of the ticket submitted.


You're using the Ticket object, which is conveniently created by the
Ticket.pm module.

cd rt2/lib/RT
perldoc Ticket.pm

now find what method you need.  No need to guess at an object's
methods when there are docs!

-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
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 Mark.Addison at itn.co.uk  Thu Jan  3 11:05:31 2002
From: Mark.Addison at itn.co.uk (Addison, Mark)
Date: Thu, 3 Jan 2002 16:05:31 -0000 
Subject: [rt-users] ENV taint errors with sendmailpipe
Message-ID: <C581C881C57FD3119FFD0020484015640746C43D@POST1>

hi,

i've been setting up RT (with RT 2.0.8_02 and qmail on a Solaris Box) all
seem well, with web ui working, but i initially didn't get any mail sent
from the Scrips set up to do so. after some reading and failures i got to a
config.pm with;

 # {{{ Outgoing mail configuration
 $MailCommand = 'sendmailpipe';
 $SendmailArguments="-oi -t";
 $SendmailPath = "/var/qmail/bin/sendmail";=$UseFriendlyToLine = 0;

which gave the following errors in the apache error and rt logs when it
tried to send a mail after a ticket creation;

 Insecure $ENV{PATH} while running with -T switch at
/usr/local/rt2/lib/RT/Action/SendEmail.pm line 109, <GEN0> line 47.

line 109 is;
 open (MAIL, "|$RT::SendmailPath $RT::SendmailArguments") || return(0);

all the web scripts in my rt bin look like they set the ENV{PATH} to a
constant so should untaint it, but i kept getting the error. so i hacked
SendEmail.pm to local %ENV and set $ENV{PATH} to nothing when it runs the
piped mail command, which got it working.

anyone know whats going on, or seen this before? as i dont think my hack is
really a proper solution (but does work) ;-)

have fun,
grommit
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020103/bc05488c/attachment.htm>

From cgilmore at tivoli.com  Thu Jan  3 11:25:58 2002
From: cgilmore at tivoli.com (Christian Gilmore)
Date: Thu, 3 Jan 2002 10:25:58 -0600
Subject: [rt-users] 2.0.9 bogs with >10K tickets 
In-Reply-To: <20011220195820.5B2695FA07@hewes.dazza.org>
Message-ID: <000401c19473$540c0bb0$69285492@tivoli.com>

> I dumped & dropped the database, recreated it using the 2.0.9
> schema, and re-imported. Man, was I sweating! ;-) It worked
> just fine though.
>
> Things have definitely improved!! Thanks!

Darren, et al:

MySQL isn't my strongest area. I have an older base instance of RT (2.0.4
through many upgrades to 2.0.9 while retaining the database each time)
just as you and would like to follow in your footsteps regarding speeding
the database queries on my upgrade to 2.0.11. Would you mind supplying the
exact commands you used to dump and re-import the rt2 database?

Thanks,
Christian

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




From matthew.zeier at thirdcoast.net  Thu Jan  3 12:54:50 2002
From: matthew.zeier at thirdcoast.net (matthew zeier)
Date: Thu, 3 Jan 2002 09:54:50 -0800
Subject: [rt-users] OnComment Scrip subject null
Message-ID: <00d301c1947f$bddae000$0b16160a@Desktop>

Suddenly, the subjects on OnComment Scrips are empty.  The only thing that
changed over the last couple days was the addition of OnOwnerChange and
OnQueueChange.

I have a global scrip "OnComment NotifyAdminCcsAsComment with template
AdminComment".

The template is:

--
Subject: [Comment] {my $s=$Transaction->Subject; $s =~ s/\[Comment\]//g;
$comment =~ s/^Re//i; $s;}


{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
This is a comment.  It is not sent to the Requestor(s):

{$Transaction->Content()}

--

I added Subject: {$Transaction->Subject|| "(No subject given)"} to the
tempate to check and $Transaction->Subject is null for some reason.

Can someone tell me where to begin to look to debug this?

Thanks.

--
matthew zeier - "In mathematics you don't understand things.  You just
get used to them." - Johann von Neumann




From jesse at bestpractical.com  Thu Jan  3 13:03:42 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 3 Jan 2002 13:03:42 -0500
Subject: [rt-users] OnComment Scrip subject null
In-Reply-To: <00d301c1947f$bddae000$0b16160a@Desktop>; from matthew.zeier@thirdcoast.net on Thu, Jan 03, 2002 at 09:54:50AM -0800
References: <00d301c1947f$bddae000$0b16160a@Desktop>
Message-ID: <20020103130342.B26162@fsck.com>

Change:

 Subject: [Comment] {my $s=$Transaction->Subject; $s =~ s/\[Comment\]//g; $comment =~ s/^Re//i; $s;}

To:

 Subject: [Comment] {my $s=($Transaction->Subject || $Ticket->Subject); $s =~ s/\[Comment\]//g; $comment =~ s/^Re//i; $s;}

and you should be in business. I suspect it's because you're sending comments
on transactions where the re _is_ no transaction subject.

	-j


On Thu, Jan 03, 2002 at 09:54:50AM -0800, matthew zeier wrote:
> 
> Suddenly, the subjects on OnComment Scrips are empty.  The only thing that
> changed over the last couple days was the addition of OnOwnerChange and
> OnQueueChange.
> 
> I have a global scrip "OnComment NotifyAdminCcsAsComment with template
> AdminComment".
> 
> The template is:
> 
> --
> 
> 
> {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
> This is a comment.  It is not sent to the Requestor(s):
> 
> {$Transaction->Content()}
> 
> --
> 
> I added Subject: {$Transaction->Subject|| "(No subject given)"} to the
> tempate to check and $Transaction->Subject is null for some reason.
> 
> Can someone tell me where to begin to look to debug this?
> 
> Thanks.
> 
> --
> matthew zeier - "In mathematics you don't understand things.  You just
> get used to them." - Johann von Neumann
> 
> 
> _______________________________________________
> 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 iris at servercity.com  Thu Jan  3 15:36:29 2002
From: iris at servercity.com (Adam Taylor)
Date: Thu, 3 Jan 2002 15:36:29 -0500 (EST)
Subject: [rt-users] Problems with a subject line in a template
Message-ID: <Pine.LNX.4.42.0201031522250.3664-100000@latency>

All,
	I created a new templete to be used for my OnCreate
AutoreplyToRequestors scrip, but i'm having problems with the Subject
line. I can't get it to not place [{$rtname} #{$Ticket->id()}] in the
subject line.

For example:
I want to have the subject to be formated as follows:
Subject: Re: My Server is down [SERVERCITY-9]

So in my template i have:
Subject: Re: {$Ticket->Subject()} [{$rtname}-{$Ticket->id()}]

However it always comes out as:
Subject: [SERVERCITY #9] Re: My Server is down [SERVERCITY-9]

So it appears to be adding [{$rtname} #{$Ticket->id()}] in to make it:
Subject: [{$rtname} #{$Ticket->id()}] Re: {$Ticket->Subject()} [{$rtname}-{$Ticket->id()}]

Any ideas on what i might be doing wrong and how i can fix it?

Thanks
Adam Taylor
Servercity Inc.




From damian at sentex.net  Thu Jan  3 16:31:13 2002
From: damian at sentex.net (Damian Gerow)
Date: Thu, 03 Jan 2002 16:31:13 -0500
Subject: [rt-users] rt-2-0-11
Message-ID: <5.1.0.14.2.20020103162651.03d61558@marble.sentex.ca>

I upgraded from 2.0.8 to 2.0.11 early this morning, and wondering why our 
ticket submission rate was so low, I checked the logs:

Found a ticket ID. It's 4350Use of uninitialized value in join or string at 
/opt/rt2/lib/RT/Ticket.pm line 1182, <STDIN> line 31.
Use of uninitialized value in pattern match (m//) at 
/opt/rt2/lib/RT/Record.pm line 132, <STDIN> line 31.
Use of uninitialized value in join or string at /opt/rt2/lib/RT/Ticket.pm 
line 1182, <STDIN> line 31.
Use of uninitialized value in pattern match (m//) at 
/opt/rt2/lib/RT/Record.pm line 132, <STDIN> line 31.
Use of uninitialized value in join or string at /opt/rt2/lib/RT/Ticket.pm 
line 1182, <STDIN> line 31.
Use of uninitialized value in pattern match (m//) at 
/opt/rt2/lib/RT/Record.pm line 132, <STDIN> line 31.
Use of uninitialized value in join or string at /opt/rt2/lib/RT/Ticket.pm 
line 1182, <STDIN> line 31.
Use of uninitialized value in join or string at /opt/rt2/lib/RT/Ticket.pm 
line 1182, <STDIN> line 31.
Use of uninitialized value in join or string at /opt/rt2/lib/RT/Ticket.pm 
line 1182, <STDIN> line 31.

Note that this is on an attempted correspond after ticket creation.

I dropped RT back down to 2.0.8, and it all seems to work again.  Anybody 
seen this before?




From bgeraldo at sockeye.com  Thu Jan  3 17:28:18 2002
From: bgeraldo at sockeye.com (Bolivar Geraldo)
Date: Thu, 3 Jan 2002 17:28:18 -0500 (EST)
Subject: [rt-users] Priority and Due date functionality
Message-ID: <200201032228.g03MSQ5W026137@fishy.sockeye.com>

My question has to do with the functionality of Priorities and Due dates
in RT.  Do these have any real affects in the system? In other words, is
mail sent or flags set when a ticket is not resolved in the time set for
a particular queue? Do tickets move up in priorty on thier own?  Is mail
sent on very high priority tickets?

Or are these values simply there for ease of use by the RT user?

Thanks in advance for any help.


-- 
Bolivar Geraldo (Junior)
NOC Analyst
Ph: 617-559-4031
Cell: 617-699-4315
E-mail: bgeraldo at sockeye.com
Pager: bgeraldo-pager at sockeye.com

Sockeye Networks, Inc.
275 Grove St., Suite 1-120
Newton, MA 02466-2272 
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 232 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020103/24116ea1/attachment.sig>

From mdisney at ecdev.fedex.com  Thu Jan  3 18:55:39 2002
From: mdisney at ecdev.fedex.com (Matt Disney)
Date: Thu, 03 Jan 2002 17:55:39 -0600
Subject: [rt-users] Duplicate correspondence
Message-ID: <200201032355.g03Ntac03859@nfsa.ecdev.fedex.com>

I'm surely missing something obvious here. Sorry if it's in a doc 
somewhere and I've missed it.

On a relatively fresh installation of RT, correspondences sent from the
webui are being registered twice for each ticket and being sent twice.

I've deleted all scrips and email stops going out (which is expected)
but the double correspondence added entries persist.

I'm using 2.0.9 (upgraded).

Any ideas?

Thanks,
Matt



From darren at dazza.org  Thu Jan  3 19:11:13 2002
From: darren at dazza.org (Darren Nickerson)
Date: Thu, 03 Jan 2002 19:11:13 -0500
Subject: [rt-users] 2.0.9 bogs with >10K tickets 
In-Reply-To: Your message of "Thu, 03 Jan 2002 11:14:14 CST."
             <000c01c1947a$1221cad0$69285492@tivoli.com> 
Message-ID: <20020104001118.C403C5FA0A@hewes.dazza.org>

Christian,

No guarantees here - please backup your database before trying this. Dropping a
database really sends it to bit-heaven.

The post I was thinking of was:

http://lists.fsck.com/pipermail/rt-users/2001-December/005796.html

so:

	mysqldump -c -t rt2 > rt2.sqldump (dumps the data)
	mysqldump -d rt2 > rt2.sqlschema (dumps only the schema)

then you have to do:

	mysqladmin drop rt2 (drop the database)
	mysqladmin create rt2 (creates a new, empty one)

Then you need to import the SQL schemas from a new RT distribution, which give
you all the jazzy new indices etc:

	cd rt-2-0-x/etc
	mysql rt2 < schema.mysql (sets up the RT schemas)

and finally re-import your data:

	mysql rt2  < rt2.sqlschema
	mysql rt2  < rt2.sqldump

(with whatever usernames and passwords you have specified in each case using the -p flags if appropriate).

Hope this helps!

-Darren





From jesse at bestpractical.com  Thu Jan  3 19:50:23 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 3 Jan 2002 19:50:23 -0500
Subject: [rt-users] Problems with a subject line in a template
In-Reply-To: <Pine.LNX.4.42.0201031522250.3664-100000@latency>; from iris@servercity.com on Thu, Jan 03, 2002 at 03:36:29PM -0500
References: <Pine.LNX.4.42.0201031522250.3664-100000@latency>
Message-ID: <20020103195023.I26162@fsck.com>

RT _always_ puts a ticket ID in ticket related correspondence. you'll
want to hack SendEmail to disable that...though I'm not sure
what use case would lead to you wanting to do so. You can get the tag
at the end by using a template like this:

Subject: Re: {$Ticket->Subject()} [{$rtname} #{$Ticket->id()}]



On Thu, Jan 03, 2002 at 03:36:29PM -0500, Adam Taylor wrote:
> All,
> 	I created a new templete to be used for my OnCreate
> AutoreplyToRequestors scrip, but i'm having problems with the Subject
> line. I can't get it to not place [{$rtname} #{$Ticket->id()}] in the
> subject line.
> 
> For example:
> I want to have the subject to be formated as follows:
> Subject: Re: My Server is down [SERVERCITY-9]
> 
> So in my template i have:
> Subject: Re: {$Ticket->Subject()} [{$rtname}-{$Ticket->id()}]
> 
> However it always comes out as:
> Subject: [SERVERCITY #9] Re: My Server is down [SERVERCITY-9]
> 
> So it appears to be adding [{$rtname} #{$Ticket->id()}] in to make it:
> Subject: [{$rtname} #{$Ticket->id()}] Re: {$Ticket->Subject()} [{$rtname}-{$Ticket->id()}]
> 
> Any ideas on what i might be doing wrong and how i can fix it?
> 
> Thanks
> Adam Taylor
> Servercity Inc.
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jesse at bestpractical.com  Thu Jan  3 19:54:38 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 3 Jan 2002 19:54:38 -0500
Subject: [rt-users] rt-2-0-11
In-Reply-To: <5.1.0.14.2.20020103162651.03d61558@marble.sentex.ca>; from damian@sentex.net on Thu, Jan 03, 2002 at 04:31:13PM -0500
References: <5.1.0.14.2.20020103162651.03d61558@marble.sentex.ca>
Message-ID: <20020103195438.J26162@fsck.com>

none of those warnings _should_ have any adverse effects on your RT instance.
They should all be "safe" (though they should get cleaned up)
Do you know for sure that RT wasn't sending or recieving mail properly?

	-j

On Thu, Jan 03, 2002 at 04:31:13PM -0500, Damian Gerow wrote:
> I upgraded from 2.0.8 to 2.0.11 early this morning, and wondering why our 
> ticket submission rate was so low, I checked the logs:
> 
> Found a ticket ID. It's 4350Use of uninitialized value in join or string at 
> /opt/rt2/lib/RT/Ticket.pm line 1182, <STDIN> line 31.
> Use of uninitialized value in pattern match (m//) at 
> /opt/rt2/lib/RT/Record.pm line 132, <STDIN> line 31.
> Use of uninitialized value in join or string at /opt/rt2/lib/RT/Ticket.pm 
> line 1182, <STDIN> line 31.
> Use of uninitialized value in pattern match (m//) at 
> /opt/rt2/lib/RT/Record.pm line 132, <STDIN> line 31.
> Use of uninitialized value in join or string at /opt/rt2/lib/RT/Ticket.pm 
> line 1182, <STDIN> line 31.
> Use of uninitialized value in pattern match (m//) at 
> /opt/rt2/lib/RT/Record.pm line 132, <STDIN> line 31.
> Use of uninitialized value in join or string at /opt/rt2/lib/RT/Ticket.pm 
> line 1182, <STDIN> line 31.
> Use of uninitialized value in join or string at /opt/rt2/lib/RT/Ticket.pm 
> line 1182, <STDIN> line 31.
> Use of uninitialized value in join or string at /opt/rt2/lib/RT/Ticket.pm 
> line 1182, <STDIN> line 31.
> 
> Note that this is on an attempted correspond after ticket creation.
> 
> I dropped RT back down to 2.0.8, and it all seems to work again.  Anybody 
> seen this before?
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jesse at bestpractical.com  Fri Jan  4 00:37:05 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 4 Jan 2002 00:37:05 -0500
Subject: [rt-users] Duplicate correspondence
In-Reply-To: <200201032355.g03Ntac03859@nfsa.ecdev.fedex.com>; from mdisney@ecdev.fedex.com on Thu, Jan 03, 2002 at 05:55:39PM -0600
References: <200201032355.g03Ntac03859@nfsa.ecdev.fedex.com>
Message-ID: <20020104003705.Q26162@fsck.com>

are you seeing duplicate http posts for the things you're submitting?
are you hitting reload after submitting a ticket update?


On Thu, Jan 03, 2002 at 05:55:39PM -0600, Matt Disney wrote:
> I'm surely missing something obvious here. Sorry if it's in a doc 
> somewhere and I've missed it.
> 
> On a relatively fresh installation of RT, correspondences sent from the
> webui are being registered twice for each ticket and being sent twice.
> 
> I've deleted all scrips and email stops going out (which is expected)
> but the double correspondence added entries persist.
> 
> I'm using 2.0.9 (upgraded).
> 
> Any ideas?
> 
> Thanks,
> Matt
> 
> _______________________________________________
> 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 mdisney at ecdev.fedex.com  Fri Jan  4 00:48:25 2002
From: mdisney at ecdev.fedex.com (Matt Disney)
Date: Thu, 03 Jan 2002 23:48:25 -0600
Subject: [rt-users] Duplicate correspondence 
In-Reply-To: <20020104003705.Q26162@fsck.com> 
References: <200201032355.g03Ntac03859@nfsa.ecdev.fedex.com> <20020104003705.Q26162@fsck.com>
Message-ID: <200201040548.g045mPg05744@nfsb.ecdev.fedex.com>

Of course that was the problem! I was just testing to see if you
were paying attention! ;-)

Thanks for the help. That should have occurred to me. Like I said,
I was missing something obvious. 

Matt

Jesse Vincent writes:
>are you seeing duplicate http posts for the things you're submitting?
>are you hitting reload after submitting a ticket update?
>
>
>On Thu, Jan 03, 2002 at 05:55:39PM -0600, Matt Disney wrote:
>> I'm surely missing something obvious here. Sorry if it's in a doc 
>> somewhere and I've missed it.
>> 
>> On a relatively fresh installation of RT, correspondences sent from the
>> webui are being registered twice for each ticket and being sent twice.
>> 
>> I've deleted all scrips and email stops going out (which is expected)
>> but the double correspondence added entries persist.
>> 
>> I'm using 2.0.9 (upgraded).
>> 
>> Any ideas?
>> 
>> Thanks,
>> Matt
>> 
>> _______________________________________________
>> 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 zang at futuredata.de  Fri Jan  4 05:07:36 2002
From: zang at futuredata.de (Heiko Zang | FutureData)
Date: Fri, 4 Jan 2002 11:07:36 +0100
Subject: [rt-users] Web interface configuration
Message-ID: <002901c19507$a25b59d0$3dc8a8c0@client3>

Hi all !

I?m a new user of RT and having some problems setting up RT.

Well, after some hours spending on installing RT, I finally made it.

I`m using Redhat 5.2 and with apache with mod_perl, mysql and php.
RT version 2.0.9. Path: /opt/rt2

I want to run RT with other content so I put these lines in the httpd.conf:

Alias /rt2/ "/opt/rt2/WebRT/html/"

<Directory "/opt/rt2/WebRT/html">
  AllowOverride None
  Options None ExecCGI FollowSymLinks
  Order allow,deny
  Allow from all
  PerlRequire /opt/rt2/bin/webmux.pl
  PerlModule Apache::DBI
  SetHandler perl-script
  PerlHandler RT::Mason
  Options ExecCGI
</Directory>

In config.pm: $WebPath = "/opt/rt2/WebRT/html";
The permissions:

/opt/rt2
drwxr-xr-x    5 root     root         4096 Dez 22 19:03 WebRT
drwxr-xr-x    2 root     root         4096 Dez 28 13:53 bin
drwxr-xr-x    2 root     rt           4096 Dez 28 14:02 etc
drwxr-xr-x    4 root     bin          4096 Dez 28 13:26 lib
drwxr-xr-x    3 root     root         4096 Dez 22 19:03 local
drwxr-xr-x    3 root     root         4096 Dez 28 13:26 man

/opt/rt2/WebRT
drwxrwx---    7 apache   apache       4096 Jan  3 11:40 data
drwxr-xr-x   10 root     bin          4096 Jan  3 14:27 html
drwxrwx---    2 apache   apache       4096 Jan  4 09:33 sessiondata

/opt/rt2/WebRT/html
drwxr-xr-x   10 root     bin          4096 Nov 14 20:29 Admin
drwxr-xr-x    2 root     bin          4096 Nov 14 20:29 CVS
drwxr-xr-x    3 root     bin          4096 Nov 14 20:29 Elements
drwxr-xr-x    4 root     bin          4096 Nov 14 20:29 NoAuth
drwxr-xr-x    3 root     bin          4096 Nov 14 20:29 Search
drwxr-xr-x    5 root     bin          4096 Nov 14 20:29 SelfService
drwxr-xr-x    5 root     bin          4096 Nov 14 20:29 Ticket
drwxr-xr-x    3 root     bin          4096 Nov 14 20:29 User
-rwxr-xr-x    1 root     bin          1918 Nov  7 00:06 autohandler
-rwxr-xr-x    1 root     bin           684 Jan  3 14:19 index.html

When opening the URL of the server a page with three links appear. One is
for RT with the target
<a href="rt2/index.html">ticker</a>

So, after following the link to RT, I come to the login page of RT, I can
login as root, I can log in and then
I come the start page. Fine
But when choosing any link like search, home or configuration I get a HTTP
404 Error: Can`t locate file.
the apache error_log:
[Fri Jan  4 04:55:29 2002] [error] [client 192.168.200.61] File does not
exist: /var/www/html/opt/rt2/WebRT/html/
[Fri Jan  4 04:55:30 2002] [error] [client 192.168.200.61] File does not
exist: /var/www/html/opt/rt2/WebRT/html/NoAuth/w
ebrt.css
[Fri Jan  4 04:55:31 2002] [error] [client 192.168.200.61] File does not
exist: /var/www/html/opt/rt2/WebRT/html/Search/L
isting.html
[Fri Jan  4 04:55:35 2002] [error] [client 192.168.200.61] File does not
exist: /var/www/html/opt/rt2/WebRT/html/NoAuth/w
ebrt.css
[Fri Jan  4 04:55:36 2002] [error] [client 192.168.200.61] File does not
exist: /var/www/html/opt/rt2/WebRT/html/Admin/
[Fri Jan  4 04:55:37 2002] [error] [client 192.168.200.61] File does not
exist: /var/www/html/opt/rt2/WebRT/html/NoAuth/w
ebrt.css

I searched in the RT archives but I couldn`t find an appropriate
answer/solving of that problem.
I hope anyone can help me. I?m stuck to long now.

Greetings,

Heiko Zang






From Mark.Addison at itn.co.uk  Fri Jan  4 05:37:57 2002
From: Mark.Addison at itn.co.uk (Addison, Mark)
Date: Fri, 4 Jan 2002 10:37:57 -0000 
Subject: [rt-users] ENV taint errors with sendmailpipe [plaintext]
Message-ID: <C581C881C57FD3119FFD0020484015640746C441@POST1>

apologies for last mail, now in plaintext. (not my choice of mail server,
mumble, ggrrrrr, groan....)

hi all,

i've been setting up RT (with RT 2.0.8_02 and qmail on a Solaris Box) all
seemed well, with web ui working, but i initially didn't get any mail sent
from the Scrips set up to do so. after some reading and failures i got to a
config.pm with;

 # {{{ Outgoing mail configuration
 $MailCommand = 'sendmailpipe';
 $SendmailArguments="-oi -t";
 $SendmailPath = "/var/qmail/bin/sendmail";=$UseFriendlyToLine = 0;

which gave the following errors in the apache error and rt logs when it
tried to send a mail after a ticket creation;

 Insecure $ENV{PATH} while running with -T switch at
/usr/local/rt2/lib/RT/Action/SendEmail.pm line 109, <GEN0> line 47.

line 109 is;
 open (MAIL, "|$RT::SendmailPath $RT::SendmailArguments") || return(0);

all the web scripts in my rt bin look like they set the ENV{PATH} to a
constant so should untaint it, but i kept getting the error. so i hacked
SendEmail.pm to local %ENV and set $ENV{PATH} to nothing when it runs the
piped mail command, which got it working.

anyone know whats going on, or seen this before? as i dont think my hack is
really a proper solution (but does work) ;-)

cheers,
grommit



From arclight at jump.net  Fri Jan  4 11:43:37 2002
From: arclight at jump.net (Bob Apthorpe)
Date: Fri, 4 Jan 2002 10:43:37 -0600
Subject: [rt-users] Web interface configuration
In-Reply-To: <002901c19507$a25b59d0$3dc8a8c0@client3>
Message-ID: <3C358759.8562.228D3F75@localhost>

Hi,

Looking at the error logs, it appears Apache is looking in the Red 
Hat's default docroot (/var/www/html) for RT:

[Fri Jan  4 04:55:29 2002] [error] [client 192.168.200.61] File does not exist: /var/www/html/opt/rt2/WebRT/html/

Here's my setup (under Apache 1.3.19 under SuSE 7.2):

config.pm:
$WebPath = "/rt2";
# This is the Scheme, server and port for constructing urls to webrt
# $WebBaseURL doesn't need a trailing /
$WebBaseURL = "http://www.cynistar.net";
$WebURL = $WebBaseURL . $WebPath . "/";

httpd.conf:
...
    # Set up Mason
    PerlSetVar MasonCompRoot /www/docs/www.cynistar.net/html
    PerlSetVar MasonDataDir /www/docs/www.cynistar.net/mason
    PerlModule HTML::Mason::ApacheHandler

    # Set up RT2
    Alias /rt2 /usr/local/rt2/WebRT/html
    PerlModule Apache::DBI
    PerlFreshRestart On
    PerlRequire /usr/local/rt2/bin/webmux.pl

    <Location /rt2/>
        SetHandler perl-script
        PerlHandler RT::Mason
    </Location>
...

Your setup:

httpd.conf
Alias /rt2/ "/opt/rt2/WebRT/html/"

<Directory "/opt/rt2/WebRT/html">
  ...
  PerlRequire /opt/rt2/bin/webmux.pl
  PerlModule Apache::DBI
  SetHandler perl-script
  PerlHandler RT::Mason
  ...
</Directory>

config.pm:
$WebPath = "/opt/rt2/WebRT/html";

Suggestions:

- Change $WebPath to "/rt2" in config.pm and restart the 
webserver. Note that web path is the path part of the URI (scheme 
:// user : password @ host : port / path ? querystring # fragment), 
not the filesystem path.

- Check the Apache docs to see the difference between
    Alias /rt2/ "/opt/rt2/WebRT/html/"
and
    Alias /rt2 "/opt/rt2/WebRT/html"

IIRC, I've been burned by the subtle differences between the two.

- Check if there's a substantial difference between
    <Location /rt2/></Location>
and
    <Directory "/opt/rt2/WebRT/html"></Directory>

I think these are equivalent in your case but I'm not sure (I lent out 
my Apache book earlier this week and I'm too lazy to check the 
docs at apache.org...)

hth,

-- Bob

On 4 Jan 2002, at 11:07, Heiko Zang | FutureData wrote:

> Hi all !
> 
> I?m a new user of RT and having some problems setting up RT.
> 
> Well, after some hours spending on installing RT, I finally made it.
> 
> I`m using Redhat 5.2 and with apache with mod_perl, mysql and php. RT
> version 2.0.9. Path: /opt/rt2
> 
> I want to run RT with other content so I put these lines in the
> httpd.conf:
> 
> Alias /rt2/ "/opt/rt2/WebRT/html/"
> 
> <Directory "/opt/rt2/WebRT/html">
>   AllowOverride None
>   Options None ExecCGI FollowSymLinks
>   Order allow,deny
>   Allow from all
>   PerlRequire /opt/rt2/bin/webmux.pl
>   PerlModule Apache::DBI
>   SetHandler perl-script
>   PerlHandler RT::Mason
>   Options ExecCGI
> </Directory>
> 
> In config.pm: $WebPath = "/opt/rt2/WebRT/html";
> The permissions:
> 
> /opt/rt2
> drwxr-xr-x    5 root     root         4096 Dez 22 19:03 WebRT
> drwxr-xr-x    2 root     root         4096 Dez 28 13:53 bin
> drwxr-xr-x    2 root     rt           4096 Dez 28 14:02 etc
> drwxr-xr-x    4 root     bin          4096 Dez 28 13:26 lib
> drwxr-xr-x    3 root     root         4096 Dez 22 19:03 local
> drwxr-xr-x    3 root     root         4096 Dez 28 13:26 man
> 
> /opt/rt2/WebRT
> drwxrwx---    7 apache   apache       4096 Jan  3 11:40 data
> drwxr-xr-x   10 root     bin          4096 Jan  3 14:27 html
> drwxrwx---    2 apache   apache       4096 Jan  4 09:33 sessiondata
> 
> /opt/rt2/WebRT/html
> drwxr-xr-x   10 root     bin          4096 Nov 14 20:29 Admin
> drwxr-xr-x    2 root     bin          4096 Nov 14 20:29 CVS
> drwxr-xr-x    3 root     bin          4096 Nov 14 20:29 Elements
> drwxr-xr-x    4 root     bin          4096 Nov 14 20:29 NoAuth
> drwxr-xr-x    3 root     bin          4096 Nov 14 20:29 Search
> drwxr-xr-x    5 root     bin          4096 Nov 14 20:29 SelfService
> drwxr-xr-x    5 root     bin          4096 Nov 14 20:29 Ticket
> drwxr-xr-x    3 root     bin          4096 Nov 14 20:29 User
> -rwxr-xr-x    1 root     bin          1918 Nov  7 00:06 autohandler
> -rwxr-xr-x    1 root     bin           684 Jan  3 14:19 index.html
> 
> When opening the URL of the server a page with three links appear. One
> is for RT with the target <a href="rt2/index.html">ticker</a>
> 
> So, after following the link to RT, I come to the login page of RT, I
> can login as root, I can log in and then I come the start page. Fine
> But when choosing any link like search, home or configuration I get a
> HTTP 404 Error: Can`t locate file. the apache error_log: [Fri Jan  4
> 04:55:29 2002] [error] [client 192.168.200.61] File does not exist:
> /var/www/html/opt/rt2/WebRT/html/ [Fri Jan  4 04:55:30 2002] [error]
> [client 192.168.200.61] File does not exist:
> /var/www/html/opt/rt2/WebRT/html/NoAuth/w ebrt.css [Fri Jan  4
> 04:55:31 2002] [error] [client 192.168.200.61] File does not exist:
> /var/www/html/opt/rt2/WebRT/html/Search/L isting.html [Fri Jan  4
> 04:55:35 2002] [error] [client 192.168.200.61] File does not exist:
> /var/www/html/opt/rt2/WebRT/html/NoAuth/w ebrt.css [Fri Jan  4
> 04:55:36 2002] [error] [client 192.168.200.61] File does not exist:
> /var/www/html/opt/rt2/WebRT/html/Admin/ [Fri Jan  4 04:55:37 2002]
> [error] [client 192.168.200.61] File does not exist:
> /var/www/html/opt/rt2/WebRT/html/NoAuth/w ebrt.css
> 
> I searched in the RT archives but I couldn`t find an appropriate
> answer/solving of that problem.
> I hope anyone can help me. I?m stuck to long now.
> 
> Greetings,
> 
> Heiko Zang
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 





From darrinw at nixc.net  Fri Jan  4 13:40:17 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Fri, 4 Jan 2002 13:40:17 -0500
Subject: [rt-users] ENV taint errors with sendmailpipe [plaintext]
In-Reply-To: <C581C881C57FD3119FFD0020484015640746C441@POST1>; from Mark.Addison@itn.co.uk on Fri, Jan 04, 2002 at 10:37:57AM -0000
References: <C581C881C57FD3119FFD0020484015640746C441@POST1>
Message-ID: <20020104134016.Y25350@nixc.net>

  |+  # {{{ Outgoing mail configuration
  |+  $MailCommand = 'sendmailpipe';
  |+  $SendmailArguments="-oi -t";
  |+  $SendmailPath = "/var/qmail/bin/sendmail";=$UseFriendlyToLine = 0;
  |+ 

I thought sendmailpipe was just for sendmail, and you didn't have to use it with
qmail.  That may be the problem, may want to try just using 'sendmail' and
removing the '-t'.





From mwatson at netspace.net.au  Fri Jan  4 14:56:59 2002
From: mwatson at netspace.net.au (Matthew Watson)
Date: Sat, 5 Jan 2002 06:56:59 +1100
Subject: [rt-users] Searching on requestor in large databases
Message-ID: <FCEEINDILJOBHBHAPOJPCEJICDAA.mwatson@netspace.net.au>

Heya.

using RT 2.0.8
 I've just spent the night finishing off an import of 250,000 Tickets from
rt1 to rt2, everything is nice, except one major problem, searching on
requestor takes AGES, if you search on one requestor it takes about 15
seconds to return the list, if you accendently search on two different
requestors (which is pretty easy to do) it litrally bring mysql to its knees
(99% cpu usage and no end to the query in site), you can't even press stop
on the browser to fix it up either, as mysql just keeps chugging away at the
query.

 Now this wouldn't be a big problem, except we use this function all the
time to find previous tickets by a given requestor, for each and every
incoming call infact.

I've had a look at the way requestor is handled, and its pretty messy, it no
wonder it takes so long to do the query.. I've tried various things like
adding indexes to owner on the watchers table (this wasn't in the default
schema for mysql, but it is for pgsql, odd) , and in a last ditch effort i'm
trying pgsql to see if its any better at handling this complex query..

Any other ideas on how to improve performace for this one, short of
restructing how requestor is stored I can't think of any. Personally I don't
see why requestor isn't stored as a field in ticket (except it means there
can only be one requestor, but thats ok)

Configuration is as follows:
mysql 3.23
rt 2.0.8
searchbuilder .48
apache + mod_perl


Regards
----------------------------------------------
Matthew Watson
Development, Netspace Online Systems
mwatson at netspace.net.au




From jesse at bestpractical.com  Fri Jan  4 15:13:27 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 4 Jan 2002 15:13:27 -0500
Subject: [rt-users] Searching on requestor in large databases
In-Reply-To: <FCEEINDILJOBHBHAPOJPCEJICDAA.mwatson@netspace.net.au>; from mwatson@netspace.net.au on Sat, Jan 05, 2002 at 06:56:59AM +1100
References: <FCEEINDILJOBHBHAPOJPCEJICDAA.mwatson@netspace.net.au>
Message-ID: <20020104151327.D26162@fsck.com>

you might give 2.0.11 a shot. Also note that a bunch of new indices were
added in 2.0.9. 

you might also want to look at the exact queries going through mysql
and get mysql to explain just how it deals with them so you can see
what indices might help.  

how much ram and cpu do you have in that box?


On Sat, Jan 05, 2002 at 06:56:59AM +1100, Matthew Watson wrote:
> Heya.
> 
> using RT 2.0.8
>  I've just spent the night finishing off an import of 250,000 Tickets from
> rt1 to rt2, everything is nice, except one major problem, searching on
> requestor takes AGES, if you search on one requestor it takes about 15
> seconds to return the list, if you accendently search on two different
> requestors (which is pretty easy to do) it litrally bring mysql to its knees
> (99% cpu usage and no end to the query in site), you can't even press stop
> on the browser to fix it up either, as mysql just keeps chugging away at the
> query.
> 
>  Now this wouldn't be a big problem, except we use this function all the
> time to find previous tickets by a given requestor, for each and every
> incoming call infact.
> 
> I've had a look at the way requestor is handled, and its pretty messy, it no
> wonder it takes so long to do the query.. I've tried various things like
> adding indexes to owner on the watchers table (this wasn't in the default
> schema for mysql, but it is for pgsql, odd) , and in a last ditch effort i'm
> trying pgsql to see if its any better at handling this complex query..
> 
> Any other ideas on how to improve performace for this one, short of
> restructing how requestor is stored I can't think of any. Personally I don't
> see why requestor isn't stored as a field in ticket (except it means there
> can only be one requestor, but thats ok)
> 
> Configuration is as follows:
> mysql 3.23
> rt 2.0.8
> searchbuilder .48
> apache + mod_perl
> 
> 
> Regards
> ----------------------------------------------
> 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
> 

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



From gwleong at lbl.gov  Fri Jan  4 18:33:06 2002
From: gwleong at lbl.gov (Gary Leong)
Date: Fri, 04 Jan 2002 15:33:06 -0800
Subject: [rt-users] Autoparsing and modifying Web Interface
Message-ID: <3C363BB2.6BD925C9@lbl.gov>

1)
How do you setup RT to automatically parse incoming email, and convert
it automatically to a ticket?  I couldn't find the documentation or the
link in regards to this functionality.

2)
The pages or interface for RT is supposely easy to configure.  I was
wondering if it is easy it to convert the queue page back into the RT
1.0 format.  The current 2.0 format does not contain the priority column
or the convenient sort arrows, which I found very useful.

So I actually tried to install RT 1.07 instead, but I had problems with
the install.  I suspect it has to do with only mod_perl compiled into
Apache, and that I may need mod_cgi or some other module.  Overall, I
decided to go back to RT 2.0 since I essentially need something up and
runnning fairly soon.

Again, any help or suggestions would be welcomed.  Thanks!

Gary






From darrinw at nixc.net  Fri Jan  4 19:12:52 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Fri, 4 Jan 2002 19:12:52 -0500
Subject: [rt-users] Autoparsing and modifying Web Interface
In-Reply-To: <3C363BB2.6BD925C9@lbl.gov>; from gwleong@lbl.gov on Fri, Jan 04, 2002 at 03:33:06PM -0800
References: <3C363BB2.6BD925C9@lbl.gov>
Message-ID: <20020104191252.B25350@nixc.net>

  |+ How do you setup RT to automatically parse incoming email, and convert
  |+ it automatically to a ticket?  I couldn't find the documentation or the
  |+ link in regards to this functionality.

Did you read the README file included with the RT distribution?  From the README:
SETTING UP THE MAIL GATEWAY
---------------------------

An alias for the initial queue will need to be made in either your
global mail aliases file (if you are using NIS) or locally on your
machine.

Add the following lines to /etc/aliases (or your local equivalent) :

rt:         "|/path/to/rt2/bin/rt-mailgate --queue general --action correspond"
rt-comment: "|/path/to/rt2/bin/rt-mailgate --queue general --action comment"
                                                   |                |
                                   <queue-name>----/                |
                                                                    |
                      <correspond or comment depending on whether   |
                      the mail should be resent to the requestor>---/

Then, say you have a queue called 'service' and you create an email address for
this queue (service at yourdomain.com).  You would just do:

service:  "|/path/to/rt2/bin/rt-mailgate --queue service --action correspond"

and when any email is sent to service at yourdomain.com; a ticket will either be
generated, or an existing ticket will contain the contents.




From pdh at snapgear.com  Sat Jan  5 04:16:23 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Sat, 5 Jan 2002 19:16:23 +1000
Subject: [rt-users] ENV taint errors with sendmailpipe [plaintext]
In-Reply-To: <20020104134016.Y25350@nixc.net>
References: <C581C881C57FD3119FFD0020484015640746C441@POST1> <20020104134016.Y25350@nixc.net>
Message-ID: <20020105091622.GK7349@moreton.com.au>

Darrin Walton wrote:
>   |+  # {{{ Outgoing mail configuration
>   |+  $MailCommand = 'sendmailpipe';
>   |+  $SendmailArguments="-oi -t";
>   |+  $SendmailPath = "/var/qmail/bin/sendmail";=$UseFriendlyToLine = 0;
>   |+ 
> 
> I thought sendmailpipe was just for sendmail, and you didn't have to use it with
> qmail.  That may be the problem, may want to try just using 'sendmail' and
> removing the '-t'.

I'm going to bet that the problem is that two lines of the
config file seem to have become joined by an "=". Try:

# {{{ Outgoing mail configuration
$MailCommand = 'sendmailpipe';
$SendmailArguments="-oi -t";
$SendmailPath = "/var/qmail/bin/sendmail";
$UseFriendlyToLine = 0;

sendmailpipe should work fine for sendmailalikes which support
similar syntax; not being a bernsteinite I can't vouch for
qmail, but as far as I know qmail/bin/sendmail should work OK.



From calvin at pear.orange-tree.alt.za  Sat Jan  5 09:32:14 2002
From: calvin at pear.orange-tree.alt.za (Calvin Browne)
Date: Sat, 5 Jan 2002 16:32:14 +0200 (SAST)
Subject: [rt-users] rt2.0.9 times out/segfaults
In-Reply-To: <no.id> from "Calvin Browne" at Jan 02, 2002 10:19:09 AM
Message-ID: <200201051432.g05EWEo06999@pear.orange-tree.alt.za>

> 
> Hi all,
> 
> happy new year, and thanks for an unbelievable product.
> 
> we're running rt 2.0.9 on redhat 7.2, with postgresql-7.1.3-2,
> and sendmail-8.11.6-3.
> 
> I'm getting
> 
> [Wed Jan  2 10:07:19 2002] [notice] child pid 17354 exit signal Segmentation fault (11)
> 
> under a weird circumstance, and I'm hoping someone will have some clues as to
> where I can look.

Ok,

I've recompiled apache without DSO support. Same thing, and I still
get the segmentation fault :(

Apache is apache_1.3.22, mod perl is mod_perl-1.24_01.

> 
> The above occurs only for one user (myself :) ) when trying to reply to
> tickets or create new tickets. I get nothing but blank files in /tmp/*.
> I think it started to occur when I had replied to another (totally unrelated)
> ticket, and then interrupted the browser by pressing the stop key.
> Any ideas? Clues as to where I might look? debugging I can turn on?
> 
> (BTW, we've been running RT2 for about 3 months now, and have over
> 7000 tickets logged - this is the first hint of a problem we've
> had).
> 
> --Calvin

Anyone have any ideas, debugging I can turn on? I'm pretty sure
that its not the DSO segfault any more.

My next step is to dump the database, but I'd appreciate any ideas
before I go down that route.

--Calvin

------------------------* My opinions are mine *------------------------------
 Calvin Browne calvin at UniForum.org.za c at lvin.co.za
               Office phone: 080 314 0077        +27 11 314-0077
               http://orange-tree.alt.za Mobile: +27 83 303-0663
               Call me for Linux/Internet consulting 
------------------------------------------------------------------------------



From arclight at jump.net  Sat Jan  5 09:55:55 2002
From: arclight at jump.net (Bob Apthorpe)
Date: Sat, 5 Jan 2002 08:55:55 -0600
Subject: [rt-users] rt2.0.9 times out/segfaults
In-Reply-To: <200201051432.g05EWEo06999@pear.orange-tree.alt.za>
References: <no.id> from "Calvin Browne" at Jan 02, 2002 10:19:09 AM
Message-ID: <3C36BF9B.29028.27514CC3@localhost>

Hi,

You might try running Apache under 'strace' ('truss' under Solaris) 
and repeating whatever causes the segfaults. I've needed to do this 
to resolve mysterious Apache problems before.

-- Bob

On 5 Jan 2002, at 16:32, Calvin Browne wrote:

> > 
> > Hi all,
> > 
> > happy new year, and thanks for an unbelievable product.
> > 
> > we're running rt 2.0.9 on redhat 7.2, with postgresql-7.1.3-2,
> > and sendmail-8.11.6-3.
> > 
> > I'm getting
> > 
> > [Wed Jan  2 10:07:19 2002] [notice] child pid 17354 exit signal
> > Segmentation fault (11)
> > 
> > under a weird circumstance, and I'm hoping someone will have some
> > clues as to where I can look.
> 
> Ok,
> 
> I've recompiled apache without DSO support. Same thing, and I still
> get the segmentation fault :(
> 
> Apache is apache_1.3.22, mod perl is mod_perl-1.24_01.
> 
> > 
> > The above occurs only for one user (myself :) ) when trying to reply
> > to tickets or create new tickets. I get nothing but blank files in
> > /tmp/*. I think it started to occur when I had replied to another
> > (totally unrelated) ticket, and then interrupted the browser by
> > pressing the stop key. Any ideas? Clues as to where I might look?
> > debugging I can turn on?
> > 
> > (BTW, we've been running RT2 for about 3 months now, and have over
> > 7000 tickets logged - this is the first hint of a problem we've
> > had).
> > 
> > --Calvin
> 
> Anyone have any ideas, debugging I can turn on? I'm pretty sure
> that its not the DSO segfault any more.
> 
> My next step is to dump the database, but I'd appreciate any ideas
> before I go down that route.
> 
> --Calvin
> 
> ------------------------* My opinions are mine
> *------------------------------
>  Calvin Browne calvin at UniForum.org.za c at lvin.co.za
>                Office phone: 080 314 0077        +27 11 314-0077
>                http://orange-tree.alt.za Mobile: +27 83 303-0663
>                Call me for Linux/Internet consulting 
> ----------------------------------------------------------------------
> --------
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 





From calvin at pear.orange-tree.alt.za  Sun Jan  6 05:31:58 2002
From: calvin at pear.orange-tree.alt.za (Calvin Browne)
Date: Sun, 6 Jan 2002 12:31:58 +0200 (SAST)
Subject: [rt-users] rt2.0.9 times out/segfaults
In-Reply-To: <3C36BF9B.29028.27514CC3@localhost> from "Bob Apthorpe" at Jan 05, 2002 08:55:55 AM
Message-ID: <200201061031.g06AVwb17307@pear.orange-tree.alt.za>

> 
> Hi,
> 
> You might try running Apache under 'strace' ('truss' under Solaris) 
> and repeating whatever causes the segfaults. I've needed to do this 
> to resolve mysterious Apache problems before.
> 
> -- Bob

Thanks for the info.

my current Apache binary:
[root at rt root]# /usr/sbin/httpd -l
Compiled-in modules:
  http_core.c
  mod_env.c
  mod_log_config.c
  mod_mime.c
  mod_negotiation.c
  mod_status.c
  mod_include.c
  mod_autoindex.c
  mod_dir.c
  mod_cgi.c
  mod_asis.c
  mod_imap.c
  mod_actions.c
  mod_userdir.c
  mod_alias.c
  mod_access.c
  mod_auth.c
  mod_auth_dbm.c
  mod_setenvif.c
  mod_ssl.c
  mod_perl.c
suexec: enabled; valid wrapper /usr/sbin/suexec

and the strace output for

[Sun Jan  6 11:21:27 2002] [notice] child pid 6187 exit signal Segmentation fault (11)

(ummm - its pretty long).

Any ideas from anyone out there?

--Calvin


[pid  6179] <... fork resumed> )        = 6187
[pid  6187] rt_sigaction(SIGHUP, {0x80c1c80, [], SA_INTERRUPT|0x4000000},  <unfinished ...>
[pid  6187] <... rt_sigaction resumed> {0x80c1d28, [HUP USR1], 0x4000000}, 8) = 0
[pid  6187] rt_sigaction(SIGUSR1, {0x80c1c80, [], SA_INTERRUPT|0x4000000},  <unfinished ...>
[pid  6187] <... rt_sigaction resumed> {0x80c1d28, [HUP USR1], 0x4000000}, 8) = 0
[pid  6187] rt_sigaction(SIGTERM, {0x80c1c80, [], SA_INTERRUPT|0x4000000},  <unfinished ...>
[pid  6187] <... rt_sigaction resumed> {0x80c1d18, [], 0x4000000}, 8) = 0
[pid  6187] getpid( <unfinished ...>
[pid  6187] <... getpid resumed> )      = 6187
[pid  6187] geteuid32( <unfinished ...>
[pid  6187] <... geteuid32 resumed> )   = 0
[pid  6187] setgid32(0x1f4 <unfinished ...>
[pid  6187] <... setgid32 resumed> )    = 0
[pid  6187] open("/etc/group", O_RDONLY <unfinished ...>
[pid  6187] <... open resumed> )        = 3
[pid  6187] fcntl64(0x3, 0x1, 0, 0x1 <unfinished ...>
[pid  6187] <... fcntl64 resumed> )     = 0
[pid  6187] fcntl64(0x3, 0x2, 0x1, 0x1 <unfinished ...>
[pid  6187] <... fcntl64 resumed> )     = 0
[pid  6187] fstat64(3,  <unfinished ...>
[pid  6187] <... fstat64 resumed> {st_mode=S_IFREG|0644, st_size=534, ...}) = 0
[pid  6187] mmap2(NULL, 4096, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_ANONYMOUS, -1, 0 <unfinished ...>
[pid  6187] <... mmap2 resumed> )       = 0x4037e000
[pid  6187] _llseek(3, 0,  <unfinished ...>
[pid  6187] <... _llseek resumed> [0], SEEK_CUR) = 0
[pid  6187] read(3,  <unfinished ...>
[pid  6187] <... read resumed> "root:x:0:root\nbin:x:1:root,bin,d"..., 4096) = 534
[pid  6187] read(3,  <unfinished ...>
[pid  6187] <... read resumed> "", 4096) = 0
[pid  6187] close(3 <unfinished ...>
[pid  6187] <... close resumed> )       = 0
[pid  6187] munmap(0x4037e000, 4096 <unfinished ...>
[pid  6187] <... munmap resumed> )      = 0
[pid  6187] open("/etc/ld.so.cache", O_RDONLY <unfinished ...>
[pid  6187] <... open resumed> )        = 3
[pid  6187] fstat64(3,  <unfinished ...>
[pid  6187] <... fstat64 resumed> {st_mode=S_IFREG|0644, st_size=27186, ...}) = 0
[pid  6187] old_mmap(NULL, 27186, PROT_READ, MAP_PRIVATE, 3, 0 <unfinished ...>
[pid  6187] <... old_mmap resumed> )    = 0x4042e000
[pid  6187] close(3 <unfinished ...>
[pid  6187] <... close resumed> )       = 0
[pid  6187] open("/lib/libnss_nisplus.so.2", O_RDONLY <unfinished ...>
[pid  6187] <... open resumed> )        = 3
[pid  6187] read(3,  <unfinished ...>
[pid  6187] <... read resumed> "\177ELF\1\1\1\0\0\0\0\0\0\0\0\0\3\0\3\0\1\0\0\0\260\36"..., 1024) = 1024
[pid  6187] fstat64(3,  <unfinished ...>
[pid  6187] <... fstat64 resumed> {st_mode=S_IFREG|0755, st_size=355236, ...}) = 0
[pid  6187] old_mmap(NULL, 43304, PROT_READ|PROT_EXEC, MAP_PRIVATE, 3, 0 <unfinished ...>
[pid  6187] <... old_mmap resumed> )    = 0x40435000
[pid  6187] mprotect(0x4043f000, 2344, PROT_NONE <unfinished ...>
[pid  6187] <... mprotect resumed> )    = 0
[pid  6187] old_mmap(0x4043f000, 4096, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_FIXED, 3, 0x9000 <unfinished ...>
[pid  6187] <... old_mmap resumed> )    = 0x4043f000
[pid  6187] close(3 <unfinished ...>
[pid  6187] <... close resumed> )       = 0
[pid  6187] munmap(0x4042e000, 27186 <unfinished ...>
[pid  6187] <... munmap resumed> )      = 0
[pid  6187] uname( <unfinished ...>
[pid  6187] <... uname resumed> {sys="Linux", node="rt.ourdomainname.co.za", ...}) = 0
[pid  6187] open("/var/nis/NIS_COLD_START", O_RDONLY <unfinished ...>
[pid  6187] <... open resumed> )        = -1 ENOENT (No such file or directory)
[pid  6187] setgroups32(0x1, 0x8260b50 <unfinished ...>
[pid  6187] <... setgroups32 resumed> ) = 0
[pid  6187] geteuid32( <unfinished ...>
[pid  6187] <... geteuid32 resumed> )   = 0
[pid  6187] setuid32(0x30 <unfinished ...>
[pid  6187] <... setuid32 resumed> )    = 0
[pid  6187] getpid( <unfinished ...>
[pid  6187] <... getpid resumed> )      = 6187
[pid  6187] getuid32( <unfinished ...>
[pid  6187] <... getuid32 resumed> )    = 48
[pid  6187] geteuid32( <unfinished ...>
[pid  6187] <... geteuid32 resumed> )   = 48
[pid  6187] getgid32( <unfinished ...>
[pid  6187] <... getgid32 resumed> )    = 500
[pid  6187] getegid32( <unfinished ...>
[pid  6187] <... getegid32 resumed> )   = 500
[pid  6187] open("/etc/httpd/logs/ssl_mutex.6178", O_WRONLY <unfinished ...>
[pid  6187] <... open resumed> )        = 3
[pid  6187] fcntl64(0x3, 0, 0xf, 0x400168e4 <unfinished ...>
[pid  6187] <... fcntl64 resumed> )     = 25
[pid  6187] close(3 <unfinished ...>
[pid  6187] <... close resumed> )       = 0
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] rt_sigaction(SIGURG, {0x80c0738, [], SA_INTERRUPT|0x4000000},  <unfinished ...>
[pid  6187] <... rt_sigaction resumed> {SIG_DFL}, 8) = 0
[pid  6187] rt_sigaction(SIGALRM, {0x80c09d0, [], SA_INTERRUPT|0x4000000},  <unfinished ...>
[pid  6187] <... rt_sigaction resumed> {SIG_DFL}, 8) = 0
[pid  6187] rt_sigaction(SIGUSR1, {0x80c1cac, [], SA_INTERRUPT|0x4000000},  <unfinished ...>
[pid  6187] <... rt_sigaction resumed> {0x80c1c80, [], SA_INTERRUPT|0x4000000}, 8) = 0
[pid  6187] semop(1540098, 0x819fb50, 1 <unfinished ...>
[pid  6187] <... semop resumed> )       = 0
[pid  6187] select(19, [17 18], NULL, NULL, NULL <unfinished ...>
[pid  6187] <... select resumed> )      = 1 (in [17])
[pid  6187] accept(17, {sin_family=AF_INET, sin_port=htons(32909), sin_addr=inet_addr("192.16192.168.34")}}, [16]) = 3
[pid  6187] semop(1540098, 0x819fb56, 1) = 0
[pid  6187] rt_sigaction(SIGUSR1, {SIG_IGN}, {0x80c1cac, [], SA_INTERRUPT|0x4000000}, 8) = 0
[pid  6187] getsockname(3, {sin_family=AF_INET, sin_port=htons(443), sin_addr=inet_addr("192.168.247.6")}}, [16]) = 0
[pid  6187] setsockopt(3, SOL_TCP, TCP_NODELAY, [1], 4) = 0
[pid  6187] brk(0x8cba000)              = 0x8cba000
[pid  6187] brk(0x8cbd000)              = 0x8cbd000
[pid  6187] time(NULL)                  = 1010308583
[pid  6187] getpid()                    = 6187
[pid  6187] time(NULL)                  = 1010308583
[pid  6187] time(NULL)                  = 1010308583
[pid  6187] getpid()                    = 6187
[pid  6187] brk(0x8cc0000)              = 0x8cc0000
[pid  6187] time(NULL)                  = 1010308583
[pid  6187] getpid()                    = 6187
[pid  6187] brk(0x8cc6000)              = 0x8cc6000
[pid  6187] brk(0x8ccf000)              = 0x8ccf000
[pid  6187] brk(0x8cd4000)              = 0x8cd4000
[pid  6187] read(3, "\200F\1\3\0\0-\0\0\0\20", 11) = 11
[pid  6187] read(3, "\1\0\200\7\0\300\3\0\200\6\0@\2\0\200\4\0\200\0\0\4\0\376"..., 61) = 61
[pid  6187] time(NULL)                  = 1010308583
[pid  6187] getpid()                    = 6187
[pid  6187] time(NULL)                  = 1010308583
[pid  6187] getpid()                    = 6187
[pid  6187] getpid()                    = 6187
[pid  6187] time(NULL)                  = 1010308583
[pid  6187] getpid()                    = 6187
[pid  6187] getpid()                    = 6187
[pid  6187] write(3, "\26\3\0\0*\2\0\0&\3\0<8\25\347j\314p\"\2\31\31:\177\366"..., 1029) = 1029
[pid  6187] read(3,  <unfinished ...>
[pid  6187] <... read resumed> "\26\3\0\0\204", 5) = 5
[pid  6187] read(3, "\20\0\0\200vf<CJ\363#\n^5P%p\322\35\4\17a\21\330\215\315"..., 132) = 132
[pid  6187] read(3, "\24\3\0\0\1", 5)   = 5
[pid  6187] read(3, "\1", 1)            = 1
[pid  6187] read(3, "\26\3\0\0008", 5)  = 5
[pid  6187] read(3, "\232\302\356\261\f0/\24\274\35\333\37\247P\276r\32\360"..., 56) = 56
[pid  6187] brk(0x8cd6000)              = 0x8cd6000
[pid  6187] write(3, "\24\3\0\0\1\1\26\3\0\0008\216zE \10\240d+>\321v\331\21"..., 67) = 67
[pid  6187] read(3, "\27\3\0\2j`yJo\325\251\21|.\302C.3\236\25_)9\356\1\246"..., 18437) = 623
[pid  6187] rt_sigaction(SIGUSR1, {SIG_IGN}, {SIG_IGN}, 8) = 0
[pid  6187] time(NULL)                  = 1010308583
[pid  6187] read(3, "\27\3\0\6`\\D\336\35\37<\271\223.\336X\n\343\'U\267\247"..., 18437) = 1448
[pid  6187] read(3, "\24\36?\353\255\36*kHV \210\312\373\7_\375\242\35g\276"..., 189) = 189
[pid  6187] stat64("/opt/rt2/WebRT/html/Ticket/Display.html", {st_mode=S_IFREG|0755, st_size=4226, ...}) = 0
[pid  6187] rt_sigaction(SIGALRM, NULL, {0x80c09d0, [], SA_INTERRUPT|0x4000000}, 8) = 0
[pid  6187] dup2(16, 2)                 = 2
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] open("/tmp/debugfile", O_WRONLY|O_APPEND|O_CREAT, 0666) = 4
[pid  6187] fstat64(4, {st_mode=S_IFREG|0600, st_size=4901072, ...}) = 0
[pid  6187] mmap2(NULL, 4096, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_ANONYMOUS, -1, 0) = 0x4037e000
[pid  6187] fstat64(4, {st_mode=S_IFREG|0600, st_size=4901072, ...}) = 0
[pid  6187] _llseek(4, 4901072, [4901072], SEEK_SET) = 0
[pid  6187] fstat64(4, {st_mode=S_IFREG|0600, st_size=4901072, ...}) = 0
[pid  6187] fcntl64(0x4, 0x2, 0x1, 0)   = 0
[pid  6187] write(4, "DBIx::SearchBuilder -- \n", 24) = 24
[pid  6187] close(4)                    = 0
[pid  6187] munmap(0x4037e000, 4096)    = 0
[pid  6187] open("/tmp/debugfile", O_WRONLY|O_APPEND|O_CREAT, 0666) = 4
[pid  6187] fstat64(4, {st_mode=S_IFREG|0600, st_size=4901096, ...}) = 0
[pid  6187] mmap2(NULL, 4096, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_ANONYMOUS, -1, 0) = 0x4037e000
[pid  6187] fstat64(4, {st_mode=S_IFREG|0600, st_size=4901096, ...}) = 0
[pid  6187] _llseek(4, 4901096, [4901096], SEEK_SET) = 0
[pid  6187] fstat64(4, {st_mode=S_IFREG|0600, st_size=4901096, ...}) = 0
[pid  6187] fcntl64(0x4, 0x2, 0x1, 0)   = 0
[pid  6187] stat64("/opt/rt2/etc/DBD/Pg.pmc", 0xbffff270) = -1 ENOENT (No such file or directory)
[pid  6187] open("/opt/rt2/etc/DBD/Pg.pm", O_RDONLY) = -1 ENOENT (No such file or directory)
[pid  6187] stat64("/opt/rt2/lib/DBD/Pg.pmc", 0xbffff270) = -1 ENOENT (No such file or directory)
[pid  6187] open("/opt/rt2/lib/DBD/Pg.pm", O_RDONLY) = -1 ENOENT (No such file or directory)
[pid  6187] stat64("/usr/lib/perl5/5.6.0/i386-linux/DBD/Pg.pmc", 0xbffff270) = -1 ENOENT (No such file or directory)
[pid  6187] open("/usr/lib/perl5/5.6.0/i386-linux/DBD/Pg.pm", O_RDONLY) = -1 ENOENT (No such file or directory)
[pid  6187] stat64("/usr/lib/perl5/5.6.0/DBD/Pg.pmc", 0xbffff270) = -1 ENOENT (No such file or directory)
[pid  6187] open("/usr/lib/perl5/5.6.0/DBD/Pg.pm", O_RDONLY) = -1 ENOENT (No such file or directory)
[pid  6187] stat64("/usr/lib/perl5/site_perl/5.6.0/i386-linux/DBD/Pg.pmc", 0xbffff270) = -1 ENOENT (No such file or directory)
[pid  6187] open("/usr/lib/perl5/site_perl/5.6.0/i386-linux/DBD/Pg.pm", O_RDONLY) = 5
[pid  6187] fstat64(5, {st_mode=S_IFREG|0444, st_size=35704, ...}) = 0
[pid  6187] mmap2(NULL, 4096, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_ANONYMOUS, -1, 0) = 0x4037f000
[pid  6187] read(5, "\n#  $Id: Pg.pm,v 1.44 2001/06/27"..., 4096) = 4096
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] brk(0x8cd7000)              = 0x8cd7000
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] brk(0x8cd8000)              = 0x8cd8000
[pid  6187] stat64("/opt/rt2/etc/POSIX.pmc", 0xbfffee80) = -1 ENOENT (No such file or directory)
[pid  6187] open("/opt/rt2/etc/POSIX.pm", O_RDONLY) = -1 ENOENT (No such file or directory)
[pid  6187] stat64("/opt/rt2/lib/POSIX.pmc", 0xbfffee80) = -1 ENOENT (No such file or directory)
[pid  6187] open("/opt/rt2/lib/POSIX.pm", O_RDONLY) = -1 ENOENT (No such file or directory)
[pid  6187] stat64("/usr/lib/perl5/5.6.0/i386-linux/POSIX.pmc", 0xbfffee80) = -1 ENOENT (No such file or directory)
[pid  6187] open("/usr/lib/perl5/5.6.0/i386-linux/POSIX.pm", O_RDONLY) = 6
[pid  6187] fstat64(6, {st_mode=S_IFREG|0444, st_size=18784, ...}) = 0
[pid  6187] mmap2(NULL, 4096, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_ANONYMOUS, -1, 0) = 0x403d2000
[pid  6187] read(6, "package POSIX;\n\nour(@ISA, %EXPOR"..., 4096) = 4096
[pid  6187] brk(0x8cd9000)              = 0x8cd9000
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] open("/usr/lib/perl5/5.6.0/i386-linux/auto/POSIX/autosplit.ix", O_RDONLY) = 7
[pid  6187] brk(0x8cda000)              = 0x8cda000
[pid  6187] fstat64(7, {st_mode=S_IFREG|0444, st_size=2168, ...}) = 0
[pid  6187] mmap2(NULL, 4096, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_ANONYMOUS, -1, 0) = 0x403d4000
[pid  6187] read(7, "# Index created by AutoSplit for"..., 4096) = 2168
[pid  6187] brk(0x8cdb000)              = 0x8cdb000
[pid  6187] brk(0x8cdc000)              = 0x8cdc000
[pid  6187] read(7, "", 4096)           = 0
[pid  6187] close(7)                    = 0
[pid  6187] munmap(0x403d4000, 4096)    = 0
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] brk(0x8cdd000)              = 0x8cdd000
[pid  6187] brk(0x8cde000)              = 0x8cde000
[pid  6187] brk(0x8cdf000)              = 0x8cdf000
[pid  6187] brk(0x8ce0000)              = 0x8ce0000
[pid  6187] brk(0x8ce1000)              = 0x8ce1000
[pid  6187] close(6)                    = 0
[pid  6187] munmap(0x403d2000, 4096)    = 0
[pid  6187] stat64("/usr/lib/perl5/5.6.0/i386-linux/auto/POSIX/POSIX.so", {st_mode=S_IFREG|0555, st_size=95207, ...}) = 0
[pid  6187] stat64("/usr/lib/perl5/5.6.0/i386-linux/auto/POSIX/POSIX.bs", {st_mode=S_IFREG|0444, st_size=0, ...}) = 0
[pid  6187] open("/usr/lib/perl5/5.6.0/i386-linux/auto/POSIX/POSIX.so", O_RDONLY) = 6
[pid  6187] read(6, "\177ELF\1\1\1\0\0\0\0\0\0\0\0\0\3\0\3\0\1\0\0\0\20;\0\000"..., 1024) = 1024
[pid  6187] fstat64(6, {st_mode=S_IFREG|0555, st_size=95207, ...}) = 0
[pid  6187] brk(0x8ce2000)              = 0x8ce2000
[pid  6187] old_mmap(NULL, 87788, PROT_READ|PROT_EXEC, MAP_PRIVATE, 6, 0) = 0x40440000
[pid  6187] mprotect(0x40455000, 1772, PROT_NONE) = 0
[pid  6187] old_mmap(0x40455000, 4096, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_FIXED, 6, 0x14000) = 0x40455000
[pid  6187] close(6)                    = 0
[pid  6187] brk(0x8ce3000)              = 0x8ce3000
[pid  6187] brk(0x8ce4000)              = 0x8ce4000
[pid  6187] brk(0x8ce5000)              = 0x8ce5000
[pid  6187] brk(0x8ce6000)              = 0x8ce6000
[pid  6187] brk(0x8ce7000)              = 0x8ce7000
[pid  6187] brk(0x8ce8000)              = 0x8ce8000
[pid  6187] brk(0x8ce9000)              = 0x8ce9000
[pid  6187] brk(0x8cea000)              = 0x8cea000
[pid  6187] stat64("/usr/lib/perl5/5.6.0/i386-linux/auto/POSIX/load_imports.al", {st_mode=S_IFREG|0444, st_size=6522, ...}) = 0
[pid  6187] getgroups32(0x20, 0xbfffefc0) = 1
[pid  6187] open("/usr/lib/perl5/5.6.0/i386-linux/auto/POSIX/load_imports.al", O_RDONLY) = 6
[pid  6187] fstat64(6, {st_mode=S_IFREG|0444, st_size=6522, ...}) = 0
[pid  6187] mmap2(NULL, 4096, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_ANONYMOUS, -1, 0) = 0x403d2000
[pid  6187] read(6, "# NOTE: Derived from ../../lib/P"..., 4096) = 4096
[pid  6187] brk(0x8ceb000)              = 0x8ceb000
[pid  6187] brk(0x8cec000)              = 0x8cec000
[pid  6187] brk(0x8ced000)              = 0x8ced000
[pid  6187] brk(0x8cee000)              = 0x8cee000
[pid  6187] brk(0x8cef000)              = 0x8cef000
[pid  6187] brk(0x8cf0000)              = 0x8cf0000
[pid  6187] read(6, "sys_stat_h => [qw(S_IRGRP S_IROT"..., 4096) = 2426
[pid  6187] brk(0x8cf1000)              = 0x8cf1000
[pid  6187] brk(0x8cf2000)              = 0x8cf2000
[pid  6187] brk(0x8cf3000)              = 0x8cf3000
[pid  6187] brk(0x8cf4000)              = 0x8cf4000
[pid  6187] brk(0x8cf5000)              = 0x8cf5000
[pid  6187] read(6, "", 4096)           = 0
[pid  6187] close(6)                    = 0
[pid  6187] munmap(0x403d2000, 4096)    = 0
[pid  6187] brk(0x8cf6000)              = 0x8cf6000
[pid  6187] brk(0x8cf7000)              = 0x8cf7000
[pid  6187] brk(0x8cf8000)              = 0x8cf8000
[pid  6187] brk(0x8cf9000)              = 0x8cf9000
[pid  6187] brk(0x8cfa000)              = 0x8cfa000
[pid  6187] brk(0x8cfb000)              = 0x8cfb000
[pid  6187] brk(0x8cfc000)              = 0x8cfc000
[pid  6187] brk(0x8cfd000)              = 0x8cfd000
[pid  6187] brk(0x8cfe000)              = 0x8cfe000
[pid  6187] brk(0x8cff000)              = 0x8cff000
[pid  6187] brk(0x8d01000)              = 0x8d01000
[pid  6187] brk(0x8d03000)              = 0x8d03000
[pid  6187] brk(0x8d04000)              = 0x8d04000
[pid  6187] brk(0x8d05000)              = 0x8d05000
[pid  6187] brk(0x8d07000)              = 0x8d07000
[pid  6187] brk(0x8d08000)              = 0x8d08000
[pid  6187] brk(0x8d0b000)              = 0x8d0b000
[pid  6187] brk(0x8d0c000)              = 0x8d0c000
[pid  6187] brk(0x8d0d000)              = 0x8d0d000
[pid  6187] read(5, "          where  relkind = \'r\' \n"..., 4096) = 4096
[pid  6187] brk(0x8d0e000)              = 0x8d0e000
[pid  6187] brk(0x8d0f000)              = 0x8d0f000
[pid  6187] brk(0x8d10000)              = 0x8d10000
[pid  6187] brk(0x8d11000)              = 0x8d11000
[pid  6187] read(5, "        |     2|        5|    SM"..., 4096) = 4096
[pid  6187] brk(0x8d12000)              = 0x8d12000
[pid  6187] brk(0x8d13000)              = 0x8d13000
[pid  6187] brk(0x8d14000)              = 0x8d14000
[pid  6187] brk(0x8d15000)              = 0x8d15000
[pid  6187] brk(0x8d16000)              = 0x8d16000
[pid  6187] brk(0x8d17000)              = 0x8d17000
[pid  6187] read(5, "$data_type) {\n            $str ="..., 4096) = 4096
[pid  6187] brk(0x8d18000)              = 0x8d18000
[pid  6187] brk(0x8d19000)              = 0x8d19000
[pid  6187] close(5)                    = 0
[pid  6187] munmap(0x4037f000, 4096)    = 0
[pid  6187] stat64("/opt/rt2/etc/auto/DBD/Pg", 0xbffff3d0) = -1 ENOENT (No such file or directory)
[pid  6187] stat64("/opt/rt2/lib/auto/DBD/Pg", 0xbffff3d0) = -1 ENOENT (No such file or directory)
[pid  6187] stat64("/usr/lib/perl5/5.6.0/i386-linux/auto/DBD/Pg", 0xbffff3d0) = -1 ENOENT (No such file or directory)
[pid  6187] stat64("/usr/lib/perl5/5.6.0/auto/DBD/Pg", 0xbffff3d0) = -1 ENOENT (No such file or directory)
[pid  6187] stat64("/usr/lib/perl5/site_perl/5.6.0/i386-linux/auto/DBD/Pg", {st_mode=S_IFDIR|0755, st_size=4096, ...}) = 0
[pid  6187] stat64("/usr/lib/perl5/site_perl/5.6.0/i386-linux/auto/DBD/Pg/Pg.so", {st_mode=S_IFREG|0555, st_size=55106, ...}) = 0
[pid  6187] stat64("/usr/lib/perl5/site_perl/5.6.0/i386-linux/auto/DBD/Pg/Pg.bs", 0xbffff3d0) = -1 ENOENT (No such file or directory)
[pid  6187] open("/usr/lib/perl5/site_perl/5.6.0/i386-linux/auto/DBD/Pg/Pg.so", O_RDONLY) = 5
[pid  6187] read(5, "\177ELF\1\1\1\0\0\0\0\0\0\0\0\0\3\0\3\0\1\0\0\0 *\0\000"..., 1024) = 1024
[pid  6187] fstat64(5, {st_mode=S_IFREG|0555, st_size=55106, ...}) = 0
[pid  6187] brk(0x8d1a000)              = 0x8d1a000
[pid  6187] old_mmap(NULL, 50700, PROT_READ|PROT_EXEC, MAP_PRIVATE, 5, 0) = 0x40456000
[pid  6187] mprotect(0x40462000, 1548, PROT_NONE) = 0
[pid  6187] old_mmap(0x40462000, 4096, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_FIXED, 5, 0xb000) = 0x40462000
[pid  6187] close(5)                    = 0
[pid  6187] open("/usr/lib/i686/mmx/libpq.so.2", O_RDONLY) = -1 ENOENT (No such file or directory)
[pid  6187] stat64("/usr/lib/i686/mmx", 0xbfffe9b0) = -1 ENOENT (No such file or directory)
[pid  6187] open("/usr/lib/i686/libpq.so.2", O_RDONLY) = -1 ENOENT (No such file or directory)
[pid  6187] stat64("/usr/lib/i686", 0xbfffe9b0) = -1 ENOENT (No such file or directory)
[pid  6187] open("/usr/lib/mmx/libpq.so.2", O_RDONLY) = -1 ENOENT (No such file or directory)
[pid  6187] stat64("/usr/lib/mmx", 0xbfffe9b0) = -1 ENOENT (No such file or directory)
[pid  6187] open("/usr/lib/libpq.so.2", O_RDONLY) = 5
[pid  6187] read(5, "\177ELF\1\1\1\0\0\0\0\0\0\0\0\0\3\0\3\0\1\0\0\0`8\0\000"..., 1024) = 1024
[pid  6187] fstat64(5, {st_mode=S_IFREG|0755, st_size=76352, ...}) = 0
[pid  6187] old_mmap(NULL, 67356, PROT_READ|PROT_EXEC, MAP_PRIVATE, 5, 0) = 0x40463000
[pid  6187] mprotect(0x40472000, 5916, PROT_NONE) = 0
[pid  6187] old_mmap(0x40472000, 8192, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_FIXED, 5, 0xe000) = 0x40472000
[pid  6187] close(5)                    = 0
[pid  6187] open("/usr/lib/libkrb5.so.3", O_RDONLY) = -1 ENOENT (No such file or directory)
[pid  6187] open("/usr/lib/libkrb5.so.3", O_RDONLY) = -1 ENOENT (No such file or directory)
[pid  6187] open("/etc/ld.so.cache", O_RDONLY) = 5
[pid  6187] fstat64(5, {st_mode=S_IFREG|0644, st_size=27186, ...}) = 0
[pid  6187] old_mmap(NULL, 27186, PROT_READ, MAP_PRIVATE, 5, 0) = 0x4042e000
[pid  6187] close(5)                    = 0
[pid  6187] open("/usr/kerberos/lib/libkrb5.so.3", O_RDONLY) = 5
[pid  6187] read(5, "\177ELF\1\1\1\0\0\0\0\0\0\0\0\0\3\0\3\0\1\0\0\0\260\360"..., 1024) = 1024
[pid  6187] fstat64(5, {st_mode=S_IFREG|0755, st_size=425493, ...}) = 0
[pid  6187] old_mmap(NULL, 358208, PROT_READ|PROT_EXEC, MAP_PRIVATE, 5, 0) = 0x40474000
[pid  6187] mprotect(0x404c9000, 10048, PROT_NONE) = 0
[pid  6187] old_mmap(0x404c9000, 12288, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_FIXED, 5, 0x54000) = 0x404c9000
[pid  6187] close(5)                    = 0
[pid  6187] open("/usr/lib/libk5crypto.so.3", O_RDONLY) = -1 ENOENT (No such file or directory)
[pid  6187] open("/usr/lib/libk5crypto.so.3", O_RDONLY) = -1 ENOENT (No such file or directory)
[pid  6187] open("/usr/kerberos/lib/libk5crypto.so.3", O_RDONLY) = 5
[pid  6187] read(5, "\177ELF\1\1\1\0\0\0\0\0\0\0\0\0\3\0\3\0\1\0\0\0\0!\0\000"..., 1024) = 1024
[pid  6187] fstat64(5, {st_mode=S_IFREG|0755, st_size=78193, ...}) = 0
[pid  6187] old_mmap(NULL, 67828, PROT_READ|PROT_EXEC, MAP_PRIVATE, 5, 0) = 0x404cc000
[pid  6187] mprotect(0x404db000, 6388, PROT_NONE) = 0
[pid  6187] old_mmap(0x404db000, 8192, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_FIXED, 5, 0xe000) = 0x404db000
[pid  6187] close(5)                    = 0
[pid  6187] open("/usr/lib/libcom_err.so.3", O_RDONLY) = -1 ENOENT (No such file or directory)
[pid  6187] open("/usr/lib/libcom_err.so.3", O_RDONLY) = -1 ENOENT (No such file or directory)
[pid  6187] open("/usr/kerberos/lib/libcom_err.so.3", O_RDONLY) = 5
[pid  6187] read(5, "\177ELF\1\1\1\0\0\0\0\0\0\0\0\0\3\0\3\0\1\0\0\0`\t\0\000"..., 1024) = 1024
[pid  6187] fstat64(5, {st_mode=S_IFREG|0755, st_size=8713, ...}) = 0
[pid  6187] old_mmap(NULL, 8616, PROT_READ|PROT_EXEC, MAP_PRIVATE, 5, 0) = 0x404dd000
[pid  6187] mprotect(0x404de000, 4520, PROT_NONE) = 0
[pid  6187] old_mmap(0x404de000, 8192, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_FIXED, 5, 0) = 0x404de000
[pid  6187] close(5)                    = 0
[pid  6187] open("/usr/lib/libresolv.so.2", O_RDONLY) = -1 ENOENT (No such file or directory)
[pid  6187] open("/usr/lib/libresolv.so.2", O_RDONLY) = -1 ENOENT (No such file or directory)
[pid  6187] open("/lib/libresolv.so.2", O_RDONLY) = 5
[pid  6187] read(5, "\177ELF\1\1\1\0\0\0\0\0\0\0\0\0\3\0\3\0\1\0\0\0\220\'\0"..., 1024) = 1024
[pid  6187] fstat64(5, {st_mode=S_IFREG|0755, st_size=261196, ...}) = 0
[pid  6187] old_mmap(NULL, 72512, PROT_READ|PROT_EXEC, MAP_PRIVATE, 5, 0) = 0x404e0000
[pid  6187] mprotect(0x404ee000, 15168, PROT_NONE) = 0
[pid  6187] old_mmap(0x404ee000, 8192, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_FIXED, 5, 0xd000) = 0x404ee000
[pid  6187] old_mmap(0x404f0000, 6976, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_FIXED|MAP_ANONYMOUS, -1, 0) = 0x404f0000
[pid  6187] close(5)                    = 0
[pid  6187] brk(0x8d1b000)              = 0x8d1b000
[pid  6187] munmap(0x4042e000, 27186)   = 0
[pid  6187] brk(0x8d1c000)              = 0x8d1c000
[pid  6187] brk(0x8d1d000)              = 0x8d1d000
[pid  6187] brk(0x8d1e000)              = 0x8d1e000
[pid  6187] time(NULL)                  = 1010308584
[pid  6187] brk(0x8d23000)              = 0x8d23000
[pid  6187] brk(0x8d26000)              = 0x8d26000
[pid  6187] socket(PF_UNIX, SOCK_STREAM, 0) = 5
[pid  6187] connect(5, {sin_family=AF_UNIX, path="/var/run/.nscd_socket"}, 110) = -1 ENOENT (No such file or directory)
[pid  6187] close(5)                    = 0
[pid  6187] open("/etc/hosts", O_RDONLY) = 5
[pid  6187] fcntl64(0x5, 0x1, 0, 0x1)   = 0
[pid  6187] fcntl64(0x5, 0x2, 0x1, 0x1) = 0
[pid  6187] fstat64(5, {st_mode=S_IFREG|0644, st_size=180, ...}) = 0
[pid  6187] mmap2(NULL, 4096, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_ANONYMOUS, -1, 0) = 0x4037f000
[pid  6187] read(5, "# Do not remove the following li"..., 4096) = 180
[pid  6187] close(5)                    = 0
[pid  6187] munmap(0x4037f000, 4096)    = 0
[pid  6187] socket(PF_INET, SOCK_STREAM, IPPROTO_IP) = 5
[pid  6187] setsockopt(5, SOL_TCP, TCP_NODELAY, [1], 4) = 0
[pid  6187] connect(5, {sin_family=AF_INET, sin_port=htons(5432), sin_addr=inet_addr("127.0.0.1")}}, 16) = 0
[pid  6187] rt_sigaction(SIGPIPE, {SIG_IGN}, {SIG_IGN}, 8) = 0
[pid  6187] send(5, "\0\0\1(\4\322\26/\0\0\0\0\0\0\0\0\0\0\0\0\0\0\0\0\0\0\0"..., 296, 0) = 296
[pid  6187] rt_sigaction(SIGPIPE, {SIG_IGN}, {SIG_IGN}, 8) = 0
[pid  6187] recv(5, "N", 1, 0)          = 1
[pid  6187] fcntl64(0x5, 0x4, 0x800, 0x8cc0630) = 0
[pid  6187] select(6, [], [5], [5], NULL) = 1 (out [5])
[pid  6187] rt_sigaction(SIGPIPE, {SIG_IGN}, {SIG_IGN}, 8) = 0
[pid  6187] send(5, "\0\0\1(\0\2\0\0rt2\0\0\0\0\0\0\0\0\0\0\0\0\0\0\0\0\0\0"..., 296, 0) = 296
[pid  6187] rt_sigaction(SIGPIPE, {SIG_IGN}, {SIG_IGN}, 8) = 0
[pid  6187] select(6, [5], [], [5], NULL) = 1 (in [5])
[pid  6187] recv(5, "R\0\0\0\0", 16384, 0) = 5
[pid  6187] select(6, [5], [], [5], NULL) = 1 (in [5])
[pid  6187] recv(5, "K\0\0\30M\353\266\365\255Z", 16384, 0) = 10
[pid  6187] rt_sigaction(SIGPIPE, {SIG_IGN}, {SIG_IGN}, 8) = 0
[pid  6187] send(5, "Qselect getdatabaseencoding()\0", 30, 0) = 30
[pid  6187] rt_sigaction(SIGPIPE, {SIG_IGN}, {SIG_IGN}, 8) = 0
[pid  6187] select(6, [5], [], [5], NULL <unfinished ...>
[pid  6187] <... select resumed> )      = 1 (in [5])
[pid  6187] recv(5, "Pblank\0T\0\1getdatabaseencoding\0\0\0"..., 16384, 0) = 64
[pid  6187] write(4, "DBIx::SearchBuilder::Handle Just"..., 152) = 152
[pid  6187] close(4)                    = 0
[pid  6187] munmap(0x4037e000, 4096)    = 0
[pid  6187] rt_sigaction(SIGPIPE, {SIG_IGN}, {SIG_IGN}, 8) = 0
[pid  6187] send(5, "QSET TIME ZONE \'GMT\'\0", 21, 0) = 21
[pid  6187] rt_sigaction(SIGPIPE, {SIG_IGN}, {SIG_IGN}, 8) = 0
[pid  6187] select(6, [5], [], [5], NULL) = 1 (in [5])
[pid  6187] recv(5, "CSET VARIABLE\0Z", 16384, 0) = 15
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] rt_sigaction(SIGPIPE, {SIG_IGN}, {SIG_IGN}, 8) = 0
[pid  6187] send(5, "QSET DATESTYLE TO \'ISO\'\0", 24, 0) = 24
[pid  6187] rt_sigaction(SIGPIPE, {SIG_IGN}, {SIG_IGN}, 8) = 0
[pid  6187] select(6, [5], [], [5], NULL) = 1 (in [5])
[pid  6187] recv(5, "CSET VARIABLE\0Z", 16384, 0) = 15
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] brk(0x8d27000)              = 0x8d27000
[pid  6187] rt_sigaction(SIGPIPE, {SIG_IGN}, {SIG_IGN}, 8) = 0
[pid  6187] send(5, "QSELECT  * FROM Users WHERE Name"..., 47, 0) = 47
[pid  6187] rt_sigaction(SIGPIPE, {SIG_IGN}, {SIG_IGN}, 8) = 0
[pid  6187] select(6, [5], [], [5], NULL) = 1 (in [5])
[pid  6187] recv(5, "Pblank\0T\0\"id\0\0\0\0\27\0\4\377\377\377\377name\0\0"..., 16384, 0) = 908
[pid  6187] brk(0x8d28000)              = 0x8d28000
[pid  6187] brk(0x8d29000)              = 0x8d29000
[pid  6187] brk(0x8d2a000)              = 0x8d2a000
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] time(NULL)                  = 1010308584
[pid  6187] rt_sigaction(SIGPIPE, {SIG_IGN}, {SIG_IGN}, 8) = 0
[pid  6187] send(5, "QSELECT  * FROM Users WHERE Name"..., 44, 0) = 44
[pid  6187] rt_sigaction(SIGPIPE, {SIG_IGN}, {SIG_IGN}, 8) = 0
[pid  6187] select(6, [5], [], [5], NULL) = 1 (in [5])
[pid  6187] recv(5, "Pblank\0T\0\"id\0\0\0\0\27\0\4\377\377\377\377name\0\0"..., 16384, 0) = 948
[pid  6187] brk(0x8d2b000)              = 0x8d2b000
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] time(NULL)                  = 1010308584
[pid  6187] open("/tmp/rt.log.6178.0", O_WRONLY|O_APPEND|O_CREAT, 0666) = 4
[pid  6187] fstat64(4, {st_mode=S_IFREG|0600, st_size=0, ...}) = 0
[pid  6187] mmap2(NULL, 4096, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_ANONYMOUS, -1, 0) = 0x4037e000
[pid  6187] fstat64(4, {st_mode=S_IFREG|0600, st_size=0, ...}) = 0
[pid  6187] _llseek(4, 0, [0], SEEK_SET) = 0
[pid  6187] fstat64(4, {st_mode=S_IFREG|0600, st_size=0, ...}) = 0
[pid  6187] fcntl64(0x4, 0x2, 0x1, 0x2) = 0
[pid  6187] brk(0x8d2c000)              = 0x8d2c000
[pid  6187] open("/opt/rt2/WebRT/sessiondata/Apache-Session-d1466663eb5a952e7f9498b1c551b6ed.lock", O_RDWR|O_CREAT|O_TRUNC, 0666) = 6
[pid  6187] fstat64(6, {st_mode=S_IFREG|0600, st_size=0, ...}) = 0
[pid  6187] fcntl64(0x6, 0x2, 0x1, 0x2) = 0
[pid  6187] flock(6, LOCK_SH)           = 0
[pid  6187] stat64("/opt/rt2/WebRT/sessiondata/d1466663eb5a952e7f9498b1c551b6ed", {st_mode=S_IFREG|0600, st_size=12523, ...}) = 0
[pid  6187] open("/opt/rt2/WebRT/sessiondata/d1466663eb5a952e7f9498b1c551b6ed", O_RDWR|O_CREAT, 0666) = 7
[pid  6187] fcntl64(0x7, 0x3, 0xb, 0)   = 2
[pid  6187] fstat64(7, {st_mode=S_IFREG|0600, st_size=12523, ...}) = 0
[pid  6187] mmap2(NULL, 4096, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_ANONYMOUS, -1, 0) = 0x4037f000
[pid  6187] _llseek(7, 0, [0], SEEK_CUR) = 0
[pid  6187] fstat64(7, {st_mode=S_IFREG|0600, st_size=12523, ...}) = 0
[pid  6187] fcntl64(0x7, 0x2, 0x1, 0)   = 0
[pid  6187] read(7, "\3\3\0\0\0\5\n\00250X\0\0\0\25tickets_rows_per_"..., 4096) = 4096
[pid  6187] brk(0x8d2d000)              = 0x8d2d000
[pid  6187] brk(0x8d2e000)              = 0x8d2e000
[pid  6187] read(7, "X\0\0\0\5write\10\201X\0\0\0\6publicXX\0\0\0\fEma"..., 4096) = 4096
[pid  6187] read(7, "ty\4\3\0\0\0\2\10\201X\0\0\0\4read\10\201X\0\0\0\4auto"..., 4096) = 4096
[pid  6187] brk(0x8d31000)              = 0x8d31000
[pid  6187] read(7, "= \'new\')) AND ((lower(main.Queue"..., 4096) = 235
[pid  6187] read(7, "", 4096)           = 0
[pid  6187] read(7, "", 4096)           = 0
[pid  6187] stat64("/usr/lib/perl5/site_perl/5.6.0/i386-linux/auto/Storable/thaw.al", {st_mode=S_IFREG|0444, st_size=640, ...}) = 0
[pid  6187] getgroups32(0x20, 0xbffff230) = 1
[pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
[pid  6187] open("/usr/lib/perl5/site_perl/5.6.0/i386-linux/auto/Storable/thaw.al", O_RDONLY) = 9
[pid  6187] fstat64(9, {st_mode=S_IFREG|0444, st_size=640, ...}) = 0
[pid  6187] mmap2(NULL, 4096, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_ANONYMOUS, -1, 0) = 0x403d2000
[pid  6187] read(9, "# NOTE: Derived from blib/lib/St"..., 4096) = 640
[pid  6187] read(9, "", 4096)           = 0
[pid  6187] close(9)                    = 0
[pid  6187] munmap(0x403d2000, 4096)    = 0
[pid  6187] brk(0x8d35000)              = 0x8d35000
[pid  6187] brk(0x8d36000)              = 0x8d36000
[pid  6187] brk(0x8d37000)              = 0x8d37000
[pid  6187] brk(0x8d38000)              = 0x8d38000
[pid  6187] brk(0x8d39000)              = 0x8d39000
[pid  6187] brk(0x8d3a000)              = 0x8d3a000
[pid  6187] brk(0x8d3b000)              = 0x8d3b000
[pid  6187] brk(0x8d3c000)              = 0x8d3c000
[pid  6187] brk(0x8d3e000)              = 0x8d3e000
[pid  6187] brk(0x8d3f000)              = 0x8d3f000
[pid  6187] stat64("/opt/rt2/WebRT/html/Ticket/Display.html", {st_mode=S_IFREG|0755, st_size=4226, ...}) = 0
[pid  6187] brk(0x8d50000)              = 0x8d50000
[pid  6187] brk(0x8d61000)              = 0x8d61000
[pid  6187] brk(0x8d72000)              = 0x8d72000
[pid  6187] brk(0x8d73000)              = 0x8d73000
[pid  6187] brk(0x8d74000)              = 0x8d74000
[pid  6187] brk(0x8d75000)              = 0x8d75000
[pid  6187] brk(0x8d76000)              = 0x8d76000
[pid  6187] brk(0x8d77000)              = 0x8d77000
[pid  6187] brk(0x8d78000)              = 0x8d78000
[pid  6187] brk(0x8d79000)              = 0x8d79000
[pid  6187] brk(0x8d7a000)              = 0x8d7a000
[pid  6187] brk(0x8d7b000)              = 0x8d7b000
[pid  6187] brk(0x8d7c000)              = 0x8d7c000
[pid  6187] brk(0x8d7d000)              = 0x8d7d000
[pid  6187] read(3,  <unfinished ...>
[pid  6179] kill(6187, SIGALRM)         = 0
[pid  6187] <... read resumed> 0x8cc3388, 18437) = ? ERESTARTSYS (To be restarted)
[pid  6187] --- SIGALRM (Alarm clock) ---
[pid  6187] write(3, "\25\3\0\0\22nJ\261z$\223:A!\316\370L\2=\234\31\242\0", 23) = 23
[pid  6187] close(3)                    = 0
[pid  6187] sigreturn()                 = ? (mask now [])
[pid  6187] --- SIGSEGV (Segmentation fault) ---
[pid  6187] chdir("/etc/httpd")         = 0
[pid  6187] rt_sigaction(SIGSEGV, {SIG_DFL}, {SIG_DFL}, 8) = 0
[pid  6187] getpid()                    = 6187
[pid  6187] kill(6187, SIGSEGV)         = 0
[pid  6187] sigreturn()                 = ? (mask now [])
[pid  6187] --- SIGSEGV (Segmentation fault) ---
[pid  6179] <... wait4 resumed> [WIFSIGNALED(s) && WTERMSIG(s) == SIGSEGV], WNOHANG, NULL) = 6187



From arclight at jump.net  Sun Jan  6 10:20:57 2002
From: arclight at jump.net (Bob Apthorpe)
Date: Sun, 6 Jan 2002 09:20:57 -0600
Subject: [rt-users] rt2.0.9 times out/segfaults
In-Reply-To: <200201061031.g06AVwb17307@pear.orange-tree.alt.za>
References: <3C36BF9B.29028.27514CC3@localhost> from "Bob Apthorpe" at Jan 05, 2002 08:55:55 AM
Message-ID: <3C3816F9.9268.2C8EE870@localhost>

Hi,

This is the part where I sheepishly admit that this is where I start guessing how C and/or unix works. The process reminds me 
of reconstructing an airplane crash by spreading out all the pieces in big warehouse and trying to figure out why the plane 
suddenly decided to not be airworthy anymore.

On 6 Jan 2002, at 12:31, Calvin Browne wrote:

> > 
> > Hi,
> > 
> > You might try running Apache under 'strace' ('truss' under Solaris) 
> > and repeating whatever causes the segfaults. I've needed to do this 
> > to resolve mysterious Apache problems before.
> > 
> > -- Bob
> 
> Thanks for the info.
[snip] 
> and the strace output for
> 
> [Sun Jan  6 11:21:27 2002] [notice] child pid 6187 exit signal Segmentation fault (11)
> 
> (ummm - its pretty long).
> 
> Any ideas from anyone out there?
> 
> --Calvin

I've clipped some of the output and annotated it as best I can. I'm still not sure what's going on, but I think I can see a timeout 
on a socket read. I'm not sure what's causing the segfault; it looks like process 6187 is just handling the signals it gets. (Note: 
Astute readers will note my lingering FORTRAN mindset.)

> [pid  6179] <... fork resumed> )        = 6187
[... watch as fork is resumed ... ]
[pid  6187] open("/etc/httpd/logs/ssl_mutex.6178", O_WRONLY <unfinished ...>
[pid  6187] <... open resumed> )        = 3
[pid  6187] fcntl64(0x3, 0, 0xf, 0x400168e4 <unfinished ...>
[pid  6187] <... fcntl64 resumed> )     = 25
[pid  6187] close(3 <unfinished ...>
[pid  6187] <... close resumed> )       = 0
[ ... resume opening ssl_mutex.6178 on unit 3; does this really close or is it still hanging aroung? ]
> [pid  6187] open("/etc/httpd/logs/ssl_mutex.6178", O_WRONLY <unfinished ...>
> [pid  6187] <... open resumed> )        = 3
> [pid  6187] fcntl64(0x3, 0, 0xf, 0x400168e4 <unfinished ...>
> [pid  6187] <... fcntl64 resumed> )     = 25
> [pid  6187] close(3 <unfinished ...>
> [pid  6187] <... close resumed> )       = 0
[ ... resume some more ... ]
[ resume a socket connection (this is now on unit 3, I think). ]
> [pid  6187] select(19, [17 18], NULL, NULL, NULL <unfinished ...>
> [pid  6187] <... select resumed> )      = 1 (in [17])
[ yuck! what's this "192.16192.168.34"? Typo? ]
> [pid  6187] accept(17, {sin_family=AF_INET, sin_port=htons(32909), sin_addr=inet_addr("192.16192.168.34")}}, [16]) = 3
> [pid  6187] semop(1540098, 0x819fb56, 1) = 0
> [pid  6187] rt_sigaction(SIGUSR1, {SIG_IGN}, {0x80c1cac, [], SA_INTERRUPT|0x4000000}, 8) = 0
> [pid  6187] getsockname(3, {sin_family=AF_INET, sin_port=htons(443), sin_addr=inet_addr("192.168.247.6")}}, [16]) = 0
> [pid  6187] setsockopt(3, SOL_TCP, TCP_NODELAY, [1], 4) = 0
[ ... DBD has trouble loading Postgres libraries (probably not a big deal); same for non-existant Kerberos libs ]
[ Apache::Session does its magic and some SQL queries occur ... ]
[ Here we see the Storable module getting autoloaded ]
> [pid  6187] stat64("/usr/lib/perl5/site_perl/5.6.0/i386-linux/auto/Storable/thaw.al", {st_mode=S_IFREG|0444, st_size=640, ...}) = 0
> [pid  6187] getgroups32(0x20, 0xbffff230) = 1
> [pid  6187] rt_sigprocmask(SIG_BLOCK, NULL, [], 8) = 0
> [pid  6187] open("/usr/lib/perl5/site_perl/5.6.0/i386-linux/auto/Storable/thaw.al", O_RDONLY) = 9
> [pid  6187] fstat64(9, {st_mode=S_IFREG|0444, st_size=640, ...}) = 0
> [pid  6187] mmap2(NULL, 4096, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_ANONYMOUS, -1, 0) = 0x403d2000
> [pid  6187] read(9, "# NOTE: Derived from blib/lib/St"..., 4096) = 640
> [pid  6187] read(9, "", 4096)           = 0
> [pid  6187] close(9)                    = 0
[ memory is freed? ]
> [pid  6187] munmap(0x403d2000, 4096)    = 0
[ what is all this brk() stuff? results of munmap()? ]
> [pid  6187] brk(0x8d35000)              = 0x8d35000
> [pid  6187] brk(0x8d36000)              = 0x8d36000
> [pid  6187] brk(0x8d37000)              = 0x8d37000
> [pid  6187] brk(0x8d38000)              = 0x8d38000
> [pid  6187] brk(0x8d39000)              = 0x8d39000
> [pid  6187] brk(0x8d3a000)              = 0x8d3a000
> [pid  6187] brk(0x8d3b000)              = 0x8d3b000
> [pid  6187] brk(0x8d3c000)              = 0x8d3c000
> [pid  6187] brk(0x8d3e000)              = 0x8d3e000
> [pid  6187] brk(0x8d3f000)              = 0x8d3f000
[ get file info on "/opt/rt2/WebRT/html/Ticket/Display.html" ]
> [pid  6187] stat64("/opt/rt2/WebRT/html/Ticket/Display.html", {st_mode=S_IFREG|0755, st_size=4226, ...}) = 0
> [pid  6187] brk(0x8d50000)              = 0x8d50000
> [pid  6187] brk(0x8d61000)              = 0x8d61000
> [pid  6187] brk(0x8d72000)              = 0x8d72000
> [pid  6187] brk(0x8d73000)              = 0x8d73000
> [pid  6187] brk(0x8d74000)              = 0x8d74000
> [pid  6187] brk(0x8d75000)              = 0x8d75000
> [pid  6187] brk(0x8d76000)              = 0x8d76000
> [pid  6187] brk(0x8d77000)              = 0x8d77000
> [pid  6187] brk(0x8d78000)              = 0x8d78000
> [pid  6187] brk(0x8d79000)              = 0x8d79000
> [pid  6187] brk(0x8d7a000)              = 0x8d7a000
> [pid  6187] brk(0x8d7b000)              = 0x8d7b000
> [pid  6187] brk(0x8d7c000)              = 0x8d7c000
> [pid  6187] brk(0x8d7d000)              = 0x8d7d000
> [pid  6187] read(3,  <unfinished ...>
[ process 6179 sends a timeout signal (SIGALRM) to process 6187. Read timeout on the socket on unit 3? ]
> [pid  6179] kill(6187, SIGALRM)         = 0
> [pid  6187] <... read resumed> 0x8cc3388, 18437) = ? ERESTARTSYS (To be restarted)
> [pid  6187] --- SIGALRM (Alarm clock) ---
[ 6187 catches the signal, flushes output to unit 3 (open socket) and closes it ]
> [pid  6187] write(3, "\25\3\0\0\22nJ\261z$\223:A!\316\370L\2=\234\31\242\0", 23) = 23
> [pid  6187] close(3)                    = 0
[ okay, what's this? Does 6187 catch the SIGALRM, close up shop but fail to exit gracefully? ]
> [pid  6187] sigreturn()                 = ? (mask now [])
[ segfault on the socket close? the chdir() to "/etc/httpd"? ]
> [pid  6187] --- SIGSEGV (Segmentation fault) ---
> [pid  6187] chdir("/etc/httpd")         = 0
> [pid  6187] rt_sigaction(SIGSEGV, {SIG_DFL}, {SIG_DFL}, 8) = 0
> [pid  6187] getpid()                    = 6187
> [pid  6187] kill(6187, SIGSEGV)         = 0
> [pid  6187] sigreturn()                 = ? (mask now [])
[ Let us observe a moment of silence for process 6187 ]
> [pid  6187] --- SIGSEGV (Segmentation fault) ---
> [pid  6179] <... wait4 resumed> [WIFSIGNALED(s) && WTERMSIG(s) == SIGSEGV], WNOHANG, NULL) = 6187
[ ... and life goes on for 6179 ... ]

My big question is where the SIGALRM is coming from within process 6179. Also, I'm curious about the 
'inet_addr("192.16192.168.34")' call -- this looks gruesome unless my mail has been getting mangled in transit.

hth,

-- Bob




From dneedham at pbo.net  Sun Jan  6 11:57:10 2002
From: dneedham at pbo.net (Doug Needham)
Date: Sun, 06 Jan 2002 11:57:10 -0500
Subject: [rt-users] install problems
Message-ID: <5.1.0.14.0.20020106115149.01d820d0@pop.va.prestige.net>

I started with Red Hat 7.2
rt is 2.0.11
Perl to 5.6.1
make testdeps shows everything found.
I have everything installed
make install works fine

When I connect to the ip address with a web browser I get :
page cannot be displayed on the browser and in the apache error_log I get :

[Sun Jan  6 10:14:21 2002] [notice] child pid 11154 exit signal 
Segmentation fault (11)

Any pointers to where I should look would be helpful, or what other info I 
can provide?

Doug




From alesh at sportina.si  Sun Jan  6 12:38:12 2002
From: alesh at sportina.si (Alesh Mustar)
Date: Sun, 6 Jan 2002 18:38:12 +0100 (CET)
Subject: [rt-users] install problems
In-Reply-To: <5.1.0.14.0.20020106115149.01d820d0@pop.va.prestige.net>
Message-ID: <Pine.LNX.4.43.0201061837360.4443-100000@lbox.sportina.si>

How did you compile mod_perl? As DSO or static?
Check the readme and the docs (which can be found on the rt's website).

A.

On Sun, 6 Jan 2002, Doug Needham wrote:

> I started with Red Hat 7.2
> rt is 2.0.11
> Perl to 5.6.1
> make testdeps shows everything found.
> I have everything installed
> make install works fine
>
> When I connect to the ip address with a web browser I get :
> page cannot be displayed on the browser and in the apache error_log I get :
>
> [Sun Jan  6 10:14:21 2002] [notice] child pid 11154 exit signal
> Segmentation fault (11)
>
> Any pointers to where I should look would be helpful, or what other info I
> can provide?
>
> Doug
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From arclight at jump.net  Sun Jan  6 13:45:20 2002
From: arclight at jump.net (Bob Apthorpe)
Date: Sun, 6 Jan 2002 12:45:20 -0600
Subject: [rt-users] install problems
In-Reply-To: <5.1.0.14.0.20020106115149.01d820d0@pop.va.prestige.net>
Message-ID: <3C3846E0.5400.2D4A128F@localhost>

Hi,

Are only the RT pages breaking or is Apache having problems in 
general? I've traced segfaults in Apache back to problems with 
/etc/hosts so the cause could be almost anything. I've had limited 
success using strace to watch systems calls; as previous posts 
have shown, you get a lot of information and it takes some digging 
(and a fair bit of experience[1]) to ferret out clues to a process' 
demise.

It's a gory, up-to-your-elbows-in-muck approach but it beats second-
guessing Apache error logs.

-- Bob

[1] Experience that I'm in the process of getting.

On 6 Jan 2002, at 11:57, Doug Needham wrote:

> I started with Red Hat 7.2
> rt is 2.0.11
> Perl to 5.6.1
> make testdeps shows everything found.
> I have everything installed
> make install works fine
> 
> When I connect to the ip address with a web browser I get :
> page cannot be displayed on the browser and in the apache error_log I
> get :
> 
> [Sun Jan  6 10:14:21 2002] [notice] child pid 11154 exit signal 
> Segmentation fault (11)
> 
> Any pointers to where I should look would be helpful, or what other
> info I can provide?
> 
> Doug




From calvin at pear.orange-tree.alt.za  Sun Jan  6 15:16:15 2002
From: calvin at pear.orange-tree.alt.za (Calvin Browne)
Date: Sun, 6 Jan 2002 22:16:15 +0200 (SAST)
Subject: [rt-users] rt2.0.9 times out/segfaults
In-Reply-To: <3C3816F9.9268.2C8EE870@localhost> from "Bob Apthorpe" at Jan 06, 2002 09:20:57 AM
Message-ID: <200201062016.g06KGGg17824@pear.orange-tree.alt.za>

> 
> Hi,
> 
> This is the part where I sheepishly admit that this is where I start guessing how C and/or unix works. The process reminds me 
> of reconstructing an airplane crash by spreading out all the pieces in big warehouse and trying to figure out why the plane 
> suddenly decided to not be airworthy anymore.
> 
> On 6 Jan 2002, at 12:31, Calvin Browne wrote:

Grin - in the same boat as you here.

what bugs me is that I have 10 or so other people who can
use rt fine, and this seems to be to be related to
just my user login.
Looking at the trace, I'd suspect the database, but I've
rebuilt indexes, vacuumed and done all the things that normally
you'd normally do to address that.

I'm going to setup 2.0.11 from scratch, re-import the database into
that and see where that takes me.

Maybe its a postgresql related thing?
(the trace doesn't reveal enough of the actual queries though :( ).

--Calvin

------------------------* My opinions are mine *------------------------------
 Calvin Browne calvin at UniForum.org.za c at lvin.co.za
               Office phone: 080 314 0077        +27 11 314-0077
               http://orange-tree.alt.za Mobile: +27 83 303-0663
               Call me for Linux/Internet consulting 
------------------------------------------------------------------------------



From calvin at pear.orange-tree.alt.za  Sun Jan  6 15:18:18 2002
From: calvin at pear.orange-tree.alt.za (Calvin Browne)
Date: Sun, 6 Jan 2002 22:18:18 +0200 (SAST)
Subject: [rt-users] install problems
In-Reply-To: <3C3846E0.5400.2D4A128F@localhost> from "Bob Apthorpe" at Jan 06, 2002 12:45:20 PM
Message-ID: <200201062018.g06KIIJ17833@pear.orange-tree.alt.za>

Doug,

what database are you using?

--Calvin

> Hi,
> 
> Are only the RT pages breaking or is Apache having problems in 
> general? I've traced segfaults in Apache back to problems with 
> /etc/hosts so the cause could be almost anything. I've had limited 
> success using strace to watch systems calls; as previous posts 
> have shown, you get a lot of information and it takes some digging 
> (and a fair bit of experience[1]) to ferret out clues to a process' 
> demise.
> 
> It's a gory, up-to-your-elbows-in-muck approach but it beats second-
> guessing Apache error logs.
> 
> -- Bob
> 
> [1] Experience that I'm in the process of getting.
> 
> On 6 Jan 2002, at 11:57, Doug Needham wrote:
> 
> > I started with Red Hat 7.2
> > rt is 2.0.11
> > Perl to 5.6.1
> > make testdeps shows everything found.
> > I have everything installed
> > make install works fine
> > 
> > When I connect to the ip address with a web browser I get :
> > page cannot be displayed on the browser and in the apache error_log I
> > get :
> > 
> > [Sun Jan  6 10:14:21 2002] [notice] child pid 11154 exit signal 
> > Segmentation fault (11)
> > 
> > Any pointers to where I should look would be helpful, or what other
> > info I can provide?
> > 
> > Doug
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 




From dneedham at pbo.net  Sun Jan  6 18:52:49 2002
From: dneedham at pbo.net (Doug Needham)
Date: Sun, 06 Jan 2002 18:52:49 -0500
Subject: [rt-users] install problems
In-Reply-To: <200201062018.g06KIIJ17833@pear.orange-tree.alt.za>
References: <3C3846E0.5400.2D4A128F@localhost>
Message-ID: <5.1.0.14.0.20020106184952.01d39ec0@pbo.net>

I think I found the problem, and it doesn't have anything to do with rt.
The problem is I upgraded perl from 5.6.0 to 5.6.1. Well now I need to 
upgrade mod_perl to reflect the new version of perl I have.
I don't know how to do this part. I have rebuilt perl 5.6.1 and mod_perl a 
number of times and I keep getting segfaults. I think my problem has more 
to do with the upgrade of perl than anything else.

Thanks for the help, but unless I someone here can point me in the right 
direction with the perl issue I am asking the wrong forum.

Thanks again,

Doug
At 03:18 PM 1/6/02, Calvin Browne wrote:
>Doug,
>
>what database are you using?
>
>--Calvin
>
> > Hi,
> >
> > Are only the RT pages breaking or is Apache having problems in
> > general? I've traced segfaults in Apache back to problems with
> > /etc/hosts so the cause could be almost anything. I've had limited
> > success using strace to watch systems calls; as previous posts
> > have shown, you get a lot of information and it takes some digging
> > (and a fair bit of experience[1]) to ferret out clues to a process'
> > demise.
> >
> > It's a gory, up-to-your-elbows-in-muck approach but it beats second-
> > guessing Apache error logs.
> >
> > -- Bob
> >
> > [1] Experience that I'm in the process of getting.
> >
> > On 6 Jan 2002, at 11:57, Doug Needham wrote:
> >
> > > I started with Red Hat 7.2
> > > rt is 2.0.11
> > > Perl to 5.6.1
> > > make testdeps shows everything found.
> > > I have everything installed
> > > make install works fine
> > >
> > > When I connect to the ip address with a web browser I get :
> > > page cannot be displayed on the browser and in the apache error_log I
> > > get :
> > >
> > > [Sun Jan  6 10:14:21 2002] [notice] child pid 11154 exit signal
> > > Segmentation fault (11)
> > >
> > > Any pointers to where I should look would be helpful, or what other
> > > info I can provide?
> > >
> > > Doug
> >
> >
> > _______________________________________________
> > 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 mwatson at netspace.net.au  Sun Jan  6 19:28:38 2002
From: mwatson at netspace.net.au (Matthew Watson)
Date: Mon, 7 Jan 2002 11:28:38 +1100
Subject: [rt-users] Searching on requestor in large databases
In-Reply-To: <FCEEINDILJOBHBHAPOJPCEJICDAA.mwatson@netspace.net.au>
Message-ID: <FCEEINDILJOBHBHAPOJPKELECDAA.mwatson@netspace.net.au>

ok, i've track it down a little further..

the query it really dies on is

SELECT DISTINCT main.* FROM Tickets main, Watchers Watchers_1  LEFT JOIN
Users as Users_2  ON  Watchers_1.Owner = Users_2.id  WHERE ((main.Status =
'open')OR(main.Status = 'new')) AND ((Watchers_1.Scope = 'Ticket')) AND
((Watchers_1.Type = 'Requestor')) AND ((Watchers_1.Email =
'user at email.com')OR(Users_2.EmailAddress = 'user at email.com'))  AND main.id =
Watchers_1.Value  ORDER BY main.Priority DESC LIMIT 25

I tried adding some indexes on various things, and that gave it a little
boost, but it still takes about 10-15 seconds just to display a ticket, and
about 20 seconds to display a listing of all emails by that given user..

Anyone have suggestions for speeding this up?

Mat.

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Matthew Watson
Sent: Saturday, 5 January 2002 6:57 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] Searching on requestor in large databases


Heya.

using RT 2.0.8
 I've just spent the night finishing off an import of 250,000 Tickets from
rt1 to rt2, everything is nice, except one major problem, searching on
requestor takes AGES, if you search on one requestor it takes about 15
seconds to return the list, if you accendently search on two different
requestors (which is pretty easy to do) it litrally bring mysql to its knees
(99% cpu usage and no end to the query in site), you can't even press stop
on the browser to fix it up either, as mysql just keeps chugging away at the
query.

 Now this wouldn't be a big problem, except we use this function all the
time to find previous tickets by a given requestor, for each and every
incoming call infact.

I've had a look at the way requestor is handled, and its pretty messy, it no
wonder it takes so long to do the query.. I've tried various things like
adding indexes to owner on the watchers table (this wasn't in the default
schema for mysql, but it is for pgsql, odd) , and in a last ditch effort i'm
trying pgsql to see if its any better at handling this complex query..

Any other ideas on how to improve performace for this one, short of
restructing how requestor is stored I can't think of any. Personally I don't
see why requestor isn't stored as a field in ticket (except it means there
can only be one requestor, but thats ok)

Configuration is as follows:
mysql 3.23
rt 2.0.8
searchbuilder .48
apache + mod_perl


Regards
----------------------------------------------
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 joel at webbgroup.net  Sun Jan  6 21:07:17 2002
From: joel at webbgroup.net (Joel Webb)
Date: Mon, 07 Jan 2002 02:07:17 +0000
Subject: [rt-users] Pros Only - Install Problem
Message-ID: <20020106.uno.40164600@www.webbgroup.net>

I have a big problem setting up the RT Database. I have used PERL before but have
set up most of my databses for other software with a mysql script that gets
imported.

Is there such a thing for RT?? The installation script craps out because my MySQL
server has very scrict permissions against the root user. In addition to trying to
do the install here. I also tried creating the permissions before the 'make
install'. Here are my questions during the install marked with a *******.

[root at mail rt-2-0-11]# make install
mkdir -p //opt/rt2/bin
mkdir -p //opt/rt2/WebRT/data
mkdir -p //opt/rt2/WebRT/sessiondata
mkdir -p //opt/rt2/etc
mkdir -p //opt/rt2/lib
mkdir -p //opt/rt2/WebRT/html
mkdir -p //opt/rt2/local/WebRT/html
/usr/bin/perl   tools/initdb 'mysql' '/usr' 'localhost' '' 'root' 'rt2' create
Now creating a database for RT.
Enter the mysql password for root:

**********
I entered the real root password. This one I know ***********
**********

Creating mysql database rt2.
cp etc/acl.mysql '//opt/rt2/etc/acl.mysql'
/usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
                        s'!!DB_HOST!!'"localhost"'g;\
                        s'!!DB_RT_PASS!!'"rt_pass"'g;\
                        s'!!DB_RT_HOST!!'"localhost"'g;\
                        s'!!DB_RT_USER!!'"rt_user"'g;\
                        s'!!DB_DATABASE!!'"rt2"'g;" //opt/rt2/etc/acl.mysql
bin/initacls.mysql '/usr' 'localhost' '' 'root' '' 'rt2' '//opt/rt2/etc/acl.mysql'
Enter the mysql administrator's database password to create a new user for RT
Enter password:

*************
Is this the root password again or creation of a new password for the new user
called administrator?
*************

ERROR 1045: Access denied for user: 'root at localhost' (Using password: NO)

***********
I shouldn't have gotten denied for this. I used the root password for the first one
and it worked in the script. On this one it crapped out.
***********

Enter the mysql administrator's database password to nondestructively reload the
database
Enter password:
/usr/bin/perl   tools/initdb 'mysql' '/usr' 'localhost' '' 'rt_user' 'rt2' insert
Now populating database schema.
Enter the mysql password for rt_user:

*********
Again I didn't know whether this means create a password or if there is one in the
documentation to use. Either way it tried connecting with my new password for the
rt_user and it didn't work
*********

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
--
Respectfully,

Joel Webb
WebbGroup Network Systems LLC
www.webbgroup.net
336.841.7241





From jesse at bestpractical.com  Sun Jan  6 21:40:55 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 6 Jan 2002 21:40:55 -0500
Subject: [rt-users] rt2.0.9 times out/segfaults
In-Reply-To: <200201062016.g06KGGg17824@pear.orange-tree.alt.za>; from calvin@pear.orange-tree.alt.za on Sun, Jan 06, 2002 at 10:16:15PM +0200
References: <3C3816F9.9268.2C8EE870@localhost> <200201062016.g06KGGg17824@pear.orange-tree.alt.za>
Message-ID: <20020106214055.T26162@fsck.com>

Just for kicks, what's the breakdown of browser for working 
users / failing users?


On Sun, Jan 06, 2002 at 10:16:15PM +0200, Calvin Browne wrote:
> > 
> > Hi,
> > 
> > This is the part where I sheepishly admit that this is where I start guessing how C and/or unix works. The process reminds me 
> > of reconstructing an airplane crash by spreading out all the pieces in big warehouse and trying to figure out why the plane 
> > suddenly decided to not be airworthy anymore.
> > 
> > On 6 Jan 2002, at 12:31, Calvin Browne wrote:
> 
> Grin - in the same boat as you here.
> 
> what bugs me is that I have 10 or so other people who can
> use rt fine, and this seems to be to be related to
> just my user login.
> Looking at the trace, I'd suspect the database, but I've
> rebuilt indexes, vacuumed and done all the things that normally
> you'd normally do to address that.
> 
> I'm going to setup 2.0.11 from scratch, re-import the database into
> that and see where that takes me.
> 
> Maybe its a postgresql related thing?
> (the trace doesn't reveal enough of the actual queries though :( ).
> 
> --Calvin
> 
> ------------------------* My opinions are mine *------------------------------
>  Calvin Browne calvin at UniForum.org.za c at lvin.co.za
>                Office phone: 080 314 0077        +27 11 314-0077
>                http://orange-tree.alt.za Mobile: +27 83 303-0663
>                Call me for Linux/Internet consulting 
> ------------------------------------------------------------------------------
> 
> _______________________________________________
> 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 blair at orcaware.com  Sun Jan  6 22:07:01 2002
From: blair at orcaware.com (Blair Zajac)
Date: Sun, 06 Jan 2002 19:07:01 -0800
Subject: [rt-users] install problems
References: <3C3846E0.5400.2D4A128F@localhost> <5.1.0.14.0.20020106184952.01d39ec0@pbo.net>
Message-ID: <3C3910D5.3C35D998@orcaware.com>

Doug Needham wrote:
> 
> I think I found the problem, and it doesn't have anything to do with rt.
> The problem is I upgraded perl from 5.6.0 to 5.6.1. Well now I need to
> upgrade mod_perl to reflect the new version of perl I have.
> I don't know how to do this part. I have rebuilt perl 5.6.1 and mod_perl a
> number of times and I keep getting segfaults. I think my problem has more
> to do with the upgrade of perl than anything else.
> 
> Thanks for the help, but unless I someone here can point me in the right
> direction with the perl issue I am asking the wrong forum.
> 
> Thanks again,
> 
> Doug

Doug,

Attached is the script I use to build Apache with SSL and static mod_perl
support that I currently use for RT.  I the latest released sources for all
but mod_perl, where I use the latest snapshot because it has some good fixes.

	http://cvs.apache.org/snapshots/modperl/

Best,
Blair

-- 
Blair Zajac <blair at orcaware.com>
Web and OS performance plots - http://www.orcaware.com/orca/
-------------- next part --------------
A non-text attachment was scrubbed...
Name: mod_perl_configure.sh
Type: application/x-sh
Size: 8122 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020106/43b4a406/attachment.sh>

From niltsiar at neo.rr.com  Mon Jan  7 02:02:23 2002
From: niltsiar at neo.rr.com (Todd Mokros)
Date: 07 Jan 2002 02:02:23 -0500
Subject: [rt-users] rt2.0.9 times out/segfaults
In-Reply-To: <20020106214055.T26162@fsck.com>
References: <3C3816F9.9268.2C8EE870@localhost>
	<200201062016.g06KGGg17824@pear.orange-tree.alt.za> 
	<20020106214055.T26162@fsck.com>
Message-ID: <1010386943.10199.2.camel@tsiar.dyndns.org>

This sounds similar to a problem I had.  Netscape6/mozilla has a problem
submitting forms that had an empty file input field.  I know the problem
is fixed in the current mozilla nightly builds.

On Sun, 2002-01-06 at 21:40, Jesse Vincent wrote:
> Just for kicks, what's the breakdown of browser for working 
> users / failing users?
> 
> 
> On Sun, Jan 06, 2002 at 10:16:15PM +0200, Calvin Browne wrote:
> > > 
> > > Hi,
> > > 
> > > This is the part where I sheepishly admit that this is where I start guessing how C and/or unix works. The process reminds me 
> > > of reconstructing an airplane crash by spreading out all the pieces in big warehouse and trying to figure out why the plane 
> > > suddenly decided to not be airworthy anymore.
> > > 
> > > On 6 Jan 2002, at 12:31, Calvin Browne wrote:
> > 
> > Grin - in the same boat as you here.
> > 
> > what bugs me is that I have 10 or so other people who can
> > use rt fine, and this seems to be to be related to
> > just my user login.
> > Looking at the trace, I'd suspect the database, but I've
> > rebuilt indexes, vacuumed and done all the things that normally
> > you'd normally do to address that.
> > 
> > I'm going to setup 2.0.11 from scratch, re-import the database into
> > that and see where that takes me.
> > 
> > Maybe its a postgresql related thing?
> > (the trace doesn't reveal enough of the actual queries though :( ).
> > 
> > --Calvin
> > 
> > ------------------------* My opinions are mine *------------------------------
> >  Calvin Browne calvin at UniForum.org.za c at lvin.co.za
> >                Office phone: 080 314 0077        +27 11 314-0077
> >                http://orange-tree.alt.za Mobile: +27 83 303-0663
> >                Call me for Linux/Internet consulting 
> > ------------------------------------------------------------------------------
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> 
> -- 
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users




From calvin at pear.orange-tree.alt.za  Mon Jan  7 05:36:59 2002
From: calvin at pear.orange-tree.alt.za (Calvin Browne)
Date: Mon, 7 Jan 2002 12:36:59 +0200 (SAST)
Subject: [rt-users] rt2.0.9 times out/segfaults
In-Reply-To: <20020106214055.T26162@fsck.com> from "Jesse Vincent" at Jan 06, 2002 09:40:55 PM
Message-ID: <200201071036.g07Aaxe18964@pear.orange-tree.alt.za>

> 
> Just for kicks, what's the breakdown of browser for working 
> users / failing users?
> 
> 

Ok, gotit - I happened to be the only person using mozilla 0.9.7.

The best part about banging your head against a brick wall is the
feeling you get when you stop.

Other browsers I've tried work fine (There were other segfaults which
were resolved by re-compiling apache without the DSO stuff).

If I load mozilla 0.9.7 on other machines with other users, I
get the exact same results (These are the redhat 7.x rpm's
from the mozilla site).

I'm not sure if this is limited to just SSL connections (we
only run rt over SSL) and will leave that to someone else to test.

{truth be told, I should have made the connection earlier,
but I've upgraded from 7.0 to 7.2 on my notebook, and changed wi-fi
cards and a whole lot of other things over the last 2 week sigh}

Thanks for all the e-mail and help, its muchly appreciated.

--Calvin

------------------------* My opinions are mine *------------------------------
 Calvin Browne calvin at UniForum.org.za c at lvin.co.za
               Office phone: 080 314 0077        +27 11 314-0077
               http://orange-tree.alt.za Mobile: +27 83 303-0663
               Call me for Linux/Internet consulting 
------------------------------------------------------------------------------



From Mark.Addison at itn.co.uk  Mon Jan  7 06:04:47 2002
From: Mark.Addison at itn.co.uk (Addison, Mark)
Date: Mon, 7 Jan 2002 11:04:47 -0000 
Subject: [rt-users] ENV taint errors with sendmailpipe [plaintext]
Message-ID: <C581C881C57FD3119FFD0020484015640746C448@POST1>

> 
> I thought sendmailpipe was just for sendmail, and you didn't 
> have to use it with
> qmail.  That may be the problem, may want to try just using 
> 'sendmail' and removing the '-t'.

using just sendmail doesn't work on our server, i just get errors that look
like;
 RT::Action::Notify=HASH(0x9e580ac): Could not send mail for
RT::Transaction=HASH(0x9d876e4)

and nothing in the qmail log. i think this is due to the server set-up, but
our sys-admin is still on hols.

so i moved to sendmailpipe, so i could set the mail command to use
explicitly, which is when the taint errors started. so it really seems to be
prob with the sendmailpipe implementation in my installed rt or something
odd with the way it runs as the ENV is getting tainted.

is this really something for the dev list (i'm new to the rt lists)?

cheers,
grommit



From daniel at 34SP.com  Mon Jan  7 06:44:49 2002
From: daniel at 34SP.com (Daniel Foster)
Date: Mon, 7 Jan 2002 11:44:49 +0000
Subject: [rt-users] From address for correspondance
Message-ID: <20020107114449.K1561@epithet.gotadsl.co.uk>

Hi,

I have been trying to get RT (2.0.11) to set the from address of correspondance
sent from a queue to
"34SP.com support" <rt at 34sp.com>

(The address will be changed to our real support address once RT goes into live
service)

The only way I've found to do this is to call the queue '34SP.com support' and
set the correspondance address to 'rt at 34sp.com'.  Ideally I'd like to have the
queue named 'support' and set something else to affect the from address.  I
tried setting the correspondance address to '"34SP.com support" <rt at 34sp.com>'
but that didn't do the trick.

Does anyone know how to do this?

-- 

Daniel Foster
daniel at 34SP.com



From alesh at sportina.si  Mon Jan  7 07:03:18 2002
From: alesh at sportina.si (Alesh Mustar)
Date: Mon, 07 Jan 2002 13:03:18 +0100
Subject: [rt-users] rt2.0.9 times out/segfaults
References: <200201071036.g07Aaxe18964@pear.orange-tree.alt.za>
Message-ID: <3C398E86.9070706@sportina.si>

Get a night built of Mozilla, this issue has been long resolved (check 
list archives, there's a post about Mozilla 0.9.7 problems from me).

A.

Calvin Browne wrote:

>>Just for kicks, what's the breakdown of browser for working 
>>users / failing users?
>>
>>
>>
> 
> Ok, gotit - I happened to be the only person using mozilla 0.9.7.
> 
> The best part about banging your head against a brick wall is the
> feeling you get when you stop.
> 
> Other browsers I've tried work fine (There were other segfaults which
> were resolved by re-compiling apache without the DSO stuff).
> 
> If I load mozilla 0.9.7 on other machines with other users, I
> get the exact same results (These are the redhat 7.x rpm's
> from the mozilla site).
> 
> I'm not sure if this is limited to just SSL connections (we
> only run rt over SSL) and will leave that to someone else to test.
> 
> {truth be told, I should have made the connection earlier,
> but I've upgraded from 7.0 to 7.2 on my notebook, and changed wi-fi
> cards and a whole lot of other things over the last 2 week sigh}
> 
> Thanks for all the e-mail and help, its muchly appreciated.
> 
> --Calvin
> 
> ------------------------* My opinions are mine *------------------------------
>  Calvin Browne calvin at UniForum.org.za c at lvin.co.za
>                Office phone: 080 314 0077        +27 11 314-0077
>                http://orange-tree.alt.za Mobile: +27 83 303-0663
>                Call me for Linux/Internet consulting 
> ------------------------------------------------------------------------------
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> 





From Kendric.Beachey at garmin.com  Mon Jan  7 10:08:43 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Mon, 7 Jan 2002 09:08:43 -0600 
Subject: [rt-users] RT migration troubles (mail gateway)
Message-ID: <200201071508.JAA26435@dresden.garmin.com>

I've been running RT in a testing capacity on my desktop machine for several
months.  Now we're installing it for real on a different server.

I have (with help from our local sysadmin guru) got RT installed and all its
dependencies satisfied.  I have even moved our old data over from my machine
(which was wayyyy easier than I thought it would be).  And I can now use RT
just fine on the new machine if I do it through a web browser.

But we're having trouble getting the mail gateway to work.  My desktop
machine is Mandrake 8.1, which by default uses postfix as its MTA, and the
mail gateway pretty much Just Worked out of the box.  But the new machine is
Red Hat 7.2, which uses sendmail by default.  I copied over my RT-specific
lines in /etc/aliases and ran newaliases, and I can tell that the aliases
are picking up incoming mail OK.  But when they try to turn around and run
rt-mailgate, this fails.

The mail I send in to one of my aliases bounces with this message:


   ----- The following addresses had permanent fatal errors -----
"|/usr/local/rt2/bin/rt-mailgate --queue general --action correspond"
    (reason: service unavailable)
    (expanded from: rt-general at nairobi2.garmin.com)

   ----- Transcript of session follows -----
smrsh: rt-mailgate not available for sendmail programs
554 5.0.0 "|/usr/local/rt2/bin/rt-mailgate --queue general --action
correspond"... Service unavailable


I wasn't sure what that meant, so I tried running rt-mailgate by hand
(admittedly, not really knowing how to type in a real SMTP message by hand):


[root at nairobi2 bin]# echo test| mail -s testing
rt-general at nairobi2.garmin.com |/usr/local/rt2/bin/rt-mailgate --queue
general --action correspond
Can't locate RT/Action/.pm in @INC (@INC contains: /etc/rt2
/usr/local/rt2/lib /usr/lib/perl5/5.6.1/i686-linux /usr/lib/perl5/5.6.1
/usr/lib/perl5/site_perl/5.6.1/i686-linux /usr/lib/perl5/site_perl/5.6.1
/usr/lib/perl5/site_perl .) at (eval 52) line 3.
Require of RT::Action:: failed.
Can't locate RT/Action/.pm in @INC (@INC contains: /etc/rt2
/usr/local/rt2/lib /usr/lib/perl5/5.6.1/i686-linux /usr/lib/perl5/5.6.1
/usr/lib/perl5/site_perl/5.6.1/i686-linux /usr/lib/perl5/site_perl/5.6.1
/usr/lib/perl5/site_perl .) at (eval 52) line 3.

[root at nairobi2 bin]#


Now this looks a bit fishy.  Can't locate RT/Action/.pm?  Shouldn't there be
something between Action/ and .pm?  Is there something still missing in our
setup, or is this just because of something weird with me trying to run it
by hand?  Or is there something special we need to do to sendmail?  I have
determined that the message "Require of RT::Action:: failed" is generated by
/usr/local/rt2/lib/RT/ScripAction.pm just in case that helps turn on a light
bulb for anyone.

Here's hoping someone finds this somewhat familiar...

--
Kendric Beachey
 



From jesse at bestpractical.com  Mon Jan  7 11:13:35 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 7 Jan 2002 11:13:35 -0500
Subject: [rt-users] RT migration troubles (mail gateway)
In-Reply-To: <200201071508.JAA26435@dresden.garmin.com>; from Kendric.Beachey@garmin.com on Mon, Jan 07, 2002 at 09:08:43AM -0600
References: <200201071508.JAA26435@dresden.garmin.com>
Message-ID: <20020107111335.W26162@fsck.com>

http://fsck.com/rtfm/factoid.html?id=111 should tell you what you need to know.

	-j

On Mon, Jan 07, 2002 at 09:08:43AM -0600, Beachey, Kendric wrote:
> I've been running RT in a testing capacity on my desktop machine for several
> months.  Now we're installing it for real on a different server.
> 
> I have (with help from our local sysadmin guru) got RT installed and all its
> dependencies satisfied.  I have even moved our old data over from my machine
> (which was wayyyy easier than I thought it would be).  And I can now use RT
> just fine on the new machine if I do it through a web browser.
> 
> But we're having trouble getting the mail gateway to work.  My desktop
> machine is Mandrake 8.1, which by default uses postfix as its MTA, and the
> mail gateway pretty much Just Worked out of the box.  But the new machine is
> Red Hat 7.2, which uses sendmail by default.  I copied over my RT-specific
> lines in /etc/aliases and ran newaliases, and I can tell that the aliases
> are picking up incoming mail OK.  But when they try to turn around and run
> rt-mailgate, this fails.
> 
> The mail I send in to one of my aliases bounces with this message:
> 
> 
>    ----- The following addresses had permanent fatal errors -----
> "|/usr/local/rt2/bin/rt-mailgate --queue general --action correspond"
>     (reason: service unavailable)
>     (expanded from: rt-general at nairobi2.garmin.com)
> 
>    ----- Transcript of session follows -----
> smrsh: rt-mailgate not available for sendmail programs
> 554 5.0.0 "|/usr/local/rt2/bin/rt-mailgate --queue general --action
> correspond"... Service unavailable
> 
> 
> I wasn't sure what that meant, so I tried running rt-mailgate by hand
> (admittedly, not really knowing how to type in a real SMTP message by hand):
> 
> 
> [root at nairobi2 bin]# echo test| mail -s testing
> rt-general at nairobi2.garmin.com |/usr/local/rt2/bin/rt-mailgate --queue
> general --action correspond
> Can't locate RT/Action/.pm in @INC (@INC contains: /etc/rt2
> /usr/local/rt2/lib /usr/lib/perl5/5.6.1/i686-linux /usr/lib/perl5/5.6.1
> /usr/lib/perl5/site_perl/5.6.1/i686-linux /usr/lib/perl5/site_perl/5.6.1
> /usr/lib/perl5/site_perl .) at (eval 52) line 3.
> Require of RT::Action:: failed.
> Can't locate RT/Action/.pm in @INC (@INC contains: /etc/rt2
> /usr/local/rt2/lib /usr/lib/perl5/5.6.1/i686-linux /usr/lib/perl5/5.6.1
> /usr/lib/perl5/site_perl/5.6.1/i686-linux /usr/lib/perl5/site_perl/5.6.1
> /usr/lib/perl5/site_perl .) at (eval 52) line 3.
> 
> [root at nairobi2 bin]#
> 
> 
> Now this looks a bit fishy.  Can't locate RT/Action/.pm?  Shouldn't there be
> something between Action/ and .pm?  Is there something still missing in our
> setup, or is this just because of something weird with me trying to run it
> by hand?  Or is there something special we need to do to sendmail?  I have
> determined that the message "Require of RT::Action:: failed" is generated by
> /usr/local/rt2/lib/RT/ScripAction.pm just in case that helps turn on a light
> bulb for anyone.
> 
> Here's hoping someone finds this somewhat familiar...
> 
> --
> Kendric Beachey
>  
> 
> _______________________________________________
> 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 Kendric.Beachey at garmin.com  Mon Jan  7 11:19:41 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Mon, 7 Jan 2002 10:19:41 -0600 
Subject: [rt-users] RT migration troubles (mail gateway)
Message-ID: <200201071619.KAA16201@dresden.garmin.com>

> From: Jesse Vincent [mailto:jesse at bestpractical.com]
> 
> http://fsck.com/rtfm/factoid.html?id=111 should tell you what 
> you need to know.

It was indeed the smrsh.  Thanks, everybody.

BTW: after I fixed that, it died saying it couldn't write to /var/log/rt2.
So I made it world-writeable.  This machine will not be on the internet,
just our intranet...does anyone know of any good reasons why this kluge is
unsafe?



From arclight at jump.net  Mon Jan  7 12:13:41 2002
From: arclight at jump.net (Bob Apthorpe)
Date: Mon, 7 Jan 2002 11:13:41 -0600
Subject: [rt-users] RT migration troubles (mail gateway)
In-Reply-To: <200201071508.JAA26435@dresden.garmin.com>
Message-ID: <3C3982E5.15694.321CD270@localhost>

Hi,

I think the first thing to verify is that /usr/local/rt2/bin/rt-mailgate is 
symlinked to /etc/smrsh/rt-mailgate and that it has the correct 
permissions (setgid bit set?) This is a common problem though I 
didn't find any reference to it when digging around the FAQ.

The long story is that Sendmail's security model requires mail 
gateways, etc, to be symlinked under /etc/smrsh (smrsh = 
sendmail restricted shell) and have particular permissions; Postfix 
avoids this by running as a non-privileged user [insert 
Sendmail/Postfix security model flamewar here.]

I'm tempted to suggest ripping out Sendmail and replacing it with 
Postfix on the Red Hat box, but that may not be a welcome 
option... :)

-- Bob

On 7 Jan 2002, at 9:08, Beachey, Kendric wrote:

> I've been running RT in a testing capacity on my desktop machine for
> several months.  Now we're installing it for real on a different
> server.
> 
> I have (with help from our local sysadmin guru) got RT installed and
> all its dependencies satisfied.  I have even moved our old data over
> from my machine (which was wayyyy easier than I thought it would be). 
> And I can now use RT just fine on the new machine if I do it through a
> web browser.
> 
> But we're having trouble getting the mail gateway to work.  My desktop
> machine is Mandrake 8.1, which by default uses postfix as its MTA, and
> the mail gateway pretty much Just Worked out of the box.  But the new
> machine is Red Hat 7.2, which uses sendmail by default.  I copied over
> my RT-specific lines in /etc/aliases and ran newaliases, and I can
> tell that the aliases are picking up incoming mail OK.  But when they
> try to turn around and run rt-mailgate, this fails.
> 
> The mail I send in to one of my aliases bounces with this message:
> 
> 
>    ----- The following addresses had permanent fatal errors -----
> "|/usr/local/rt2/bin/rt-mailgate --queue general --action correspond"
>     (reason: service unavailable)
>     (expanded from: rt-general at nairobi2.garmin.com)
> 
>    ----- Transcript of session follows -----
> smrsh: rt-mailgate not available for sendmail programs
> 554 5.0.0 "|/usr/local/rt2/bin/rt-mailgate --queue general --action
> correspond"... Service unavailable
> 
> 
> I wasn't sure what that meant, so I tried running rt-mailgate by hand
> (admittedly, not really knowing how to type in a real SMTP message by
> hand):
> 
> 
> [root at nairobi2 bin]# echo test| mail -s testing
> rt-general at nairobi2.garmin.com |/usr/local/rt2/bin/rt-mailgate --queue
> general --action correspond Can't locate RT/Action/.pm in @INC (@INC
> contains: /etc/rt2 /usr/local/rt2/lib /usr/lib/perl5/5.6.1/i686-linux
> /usr/lib/perl5/5.6.1 /usr/lib/perl5/site_perl/5.6.1/i686-linux
> /usr/lib/perl5/site_perl/5.6.1 /usr/lib/perl5/site_perl .) at (eval
> 52) line 3. Require of RT::Action:: failed. Can't locate RT/Action/.pm
> in @INC (@INC contains: /etc/rt2 /usr/local/rt2/lib
> /usr/lib/perl5/5.6.1/i686-linux /usr/lib/perl5/5.6.1
> /usr/lib/perl5/site_perl/5.6.1/i686-linux
> /usr/lib/perl5/site_perl/5.6.1 /usr/lib/perl5/site_perl .) at (eval
> 52) line 3.
> 
> [root at nairobi2 bin]#
> 
> 
> Now this looks a bit fishy.  Can't locate RT/Action/.pm?  Shouldn't
> there be something between Action/ and .pm?  Is there something still
> missing in our setup, or is this just because of something weird with
> me trying to run it by hand?  Or is there something special we need to
> do to sendmail?  I have determined that the message "Require of
> RT::Action:: failed" is generated by
> /usr/local/rt2/lib/RT/ScripAction.pm just in case that helps turn on a
> light bulb for anyone.
> 
> Here's hoping someone finds this somewhat familiar...
> 
> --
> Kendric Beachey
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 





From bgeraldo at sockeye.com  Mon Jan  7 12:34:44 2002
From: bgeraldo at sockeye.com (Bolivar Geraldo)
Date: Mon, 7 Jan 2002 12:34:44 -0500 (EST)
Subject: [rt-users] Priority and Due date functionality
Message-ID: <200201071734.g07HYo5W015774@fishy.sockeye.com>

My question has to do with the functionality of Priorities and Due dates
in RT.  Do these have any real affects in the system? In other words, is
mail sent or flags set when a ticket is not resolved in the time set for
a particular queue? Do tickets move up in priorty on thier own?  Is mail
sent on very high priority tickets?

Or are these values simply there for ease of use by the RT user?

Thanks in advance for any help.

-- 
Bolivar Geraldo (Junior)
NOC Analyst
Ph: 617-559-4031
Cell: 617-699-4315
E-mail: bgeraldo at sockeye.com
Pager: bgeraldo-pager at sockeye.com

Sockeye Networks, Inc.
275 Grove St., Suite 1-120
Newton, MA 02466-2272 
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 232 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020107/229f54ff/attachment.sig>

From daniel at 34SP.com  Mon Jan  7 13:10:48 2002
From: daniel at 34SP.com (Daniel Foster)
Date: Mon, 7 Jan 2002 18:10:48 +0000
Subject: [rt-users] From address for correspondance
In-Reply-To: <20020107114449.K1561@epithet.gotadsl.co.uk>; from daniel@34sp.com on Mon, Jan 07, 2002 at 11:44:49 +0000
References: <20020107114449.K1561@epithet.gotadsl.co.uk>
Message-ID: <20020107181048.E4594@epithet.34sp.com>

> I have been trying to get RT (2.0.11) to set the from address of
> correspondance sent from a queue to
> "34SP.com support" <rt at 34sp.com>
> 
> (The address will be changed to our real support address once RT goes
> into live service)
> 
> The only way I've found to do this is to call the queue '34SP.com
> support' and set the correspondance address to 'rt at 34sp.com'.  Ideally 
> I'd like to have the queue named 'support' and set something else to 
> affect the from address. I tried setting the correspondance address to 
> '"34SP.com support" <rt at 34sp.com>' but that didn't do the trick.
> 
> Does anyone know how to do this?

Well now I do.  For list archive purposes, you put a header line into the 
template.
In my case, I added
From: "34SP.com support" <rt at 34sp.com>
to the top of my correspondance template.

-- 

Daniel Foster
Technical Director - 34SP.com
daniel at 34SP.com



From seph at commerceflow.com  Mon Jan  7 14:12:30 2002
From: seph at commerceflow.com (seph)
Date: 07 Jan 2002 11:12:30 -0800
Subject: [rt-users] RT migration troubles (mail gateway)
In-Reply-To: "Beachey, Kendric"'s message of "Mon, 7 Jan 2002 10:19:41 -0600"
References: <200201071619.KAA16201@dresden.garmin.com>
Message-ID: <6y4rlyht5t.fsf@seph.commerceflow.com>

> BTW: after I fixed that, it died saying it couldn't write to /var/log/rt2.
> So I made it world-writeable.  This machine will not be on the internet,
> just our intranet...does anyone know of any good reasons why this kluge is
> unsafe?

It's bad form. and completely unnecessary. see:
http://www.fsck.com/rtfm/article.html?id=5#110

seph



From seph at commerceflow.com  Mon Jan  7 14:19:29 2002
From: seph at commerceflow.com (seph)
Date: 07 Jan 2002 11:19:29 -0800
Subject: [rt-users] Pros Only - Install Problem
In-Reply-To: "Joel Webb"'s message of "Mon, 07 Jan 2002 02:07:17 +0000"
References: <20020106.uno.40164600@www.webbgroup.net>
Message-ID: <6yzo3qge9q.fsf@seph.commerceflow.com>

> The installation script craps out because my MySQL server has very
> scrict permissions against the root user. In addition to trying to
> do the install here. I also tried creating the permissions before
> the 'make install'. 

I had a problem similer to this. I solved it by stepping throug the
make file and initdb script to see what was going on. IIRC it prompts
you for the dba name and the rt user name. the former is used to
create the database and to create the rt user, and you get a bunch of
password prompts. 

Instead of fighting with acls, I found it easiest to create an
rt-admin at rt-host account with full permission which I let rt use to
install what it needed, then I blew away it's permissions. (it's used
only at install time) hasn't been a problem yet.

seph



From joel at webbgroup.net  Mon Jan  7 16:16:50 2002
From: joel at webbgroup.net (Joel Webb)
Date: Mon, 07 Jan 2002 21:16:50 +0000
Subject: [rt-users] Pros Only - Install Problem
Message-ID: <20020107.z94.79239300@www.webbgroup.net>

It was helpful to know that the Makefile needed to be edited. But the README doesn't
say that. Also it still craps out using the third prompted password for the rt_user
which should be the default rt_pass that is in the Makefile. The bad part of this is
that if the config file already knows the password, is it prompting me.

Anyway the output is saying:

Access denied for rt_user at localhost (Using Password: YES) at tools/initdb line 144,
<STDIN>line 1

Any ideas??

seph (seph at commerceflow.com) wrote*:
>
>> The installation script craps out because my MySQL server has very
>> scrict permissions against the root user. In addition to trying to
>> do the install here. I also tried creating the permissions before
>> the 'make install'.
>
>I had a problem similer to this. I solved it by stepping throug the
>make file and initdb script to see what was going on. IIRC it prompts
>you for the dba name and the rt user name. the former is used to
>create the database and to create the rt user, and you get a bunch of
>password prompts.
>
>Instead of fighting with acls, I found it easiest to create an
>rt-admin at rt-host account with full permission which I let rt use to
>install what it needed, then I blew away it's permissions. (it's used
>only at install time) hasn't been a problem yet.
>
>seph
>
--
Respectfully,

Joel Webb
WebbGroup Network Systems LLC
www.webbgroup.net
336.841.7241





From krikke at macatawa.org  Mon Jan  7 16:43:09 2002
From: krikke at macatawa.org (Josh Krikke)
Date: Mon, 7 Jan 2002 16:43:09 -0500
Subject: [rt-users] Pros Only - Install Problem
In-Reply-To: <20020107.z94.79239300@www.webbgroup.net>
References: <20020107.z94.79239300@www.webbgroup.net>
Message-ID: <E16NhXy-0001Ui-00@localhost>

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


If you read the README, the #2 step is "Check over /tmp/rt/Makefile" going on 
about variables "you NEED to customize".

If you edit the Makefile (make sure there isn't any whitespace after your 
rt_user var and pass), you shouldn't need to make the MySQL rt user by hand.

On Monday 07 January 2002 04:16 pm, Joel Webb wrote:
> It was helpful to know that the Makefile needed to be edited. But the
> README doesn't say that. Also it still craps out using the third prompted
> password for the rt_user which should be the default rt_pass that is in the
> Makefile. The bad part of this is that if the config file already knows the
> password, is it prompting me.
>
> Anyway the output is saying:
>
> Access denied for rt_user at localhost (Using Password: YES) at tools/initdb
> line 144, <STDIN>line 1
>
> Any ideas??
>
> seph (seph at commerceflow.com) wrote*:
> >> The installation script craps out because my MySQL server has very
> >> scrict permissions against the root user. In addition to trying to
> >> do the install here. I also tried creating the permissions before
> >> the 'make install'.
> >
> >I had a problem similer to this. I solved it by stepping throug the
> >make file and initdb script to see what was going on. IIRC it prompts
> >you for the dba name and the rt user name. the former is used to
> >create the database and to create the rt user, and you get a bunch of
> >password prompts.
> >
> >Instead of fighting with acls, I found it easiest to create an
> >rt-admin at rt-host account with full permission which I let rt use to
> >install what it needed, then I blew away it's permissions. (it's used
> >only at install time) hasn't been a problem yet.
> >
> >seph

- -- 
Josh Krikke	krikke at macatwa.org
MacNet Sysadmin	Holland, MI
GnuPG Fingerprint:  AC6F 13AC F945 CC45 BDFC 509E 8F41 9549 64DD 95DB
My public key  http://pgp.mit.edu:11371/pks/lookup?op=get&search=0x64DD95DB
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.0.6 (GNU/Linux)
Comment: For info see http://www.gnupg.org

iD8DBQE8OhZuj0GVSWTdldsRAq0HAJ9Zph+xcMj8PBff+ZP/Ia0r3cB9aQCghSHs
uGxYSNXSFYiU25fyuVSCSls=
=0u+A
-----END PGP SIGNATURE-----



From joel at webbgroup.net  Mon Jan  7 17:00:13 2002
From: joel at webbgroup.net (Joel Webb)
Date: Mon, 07 Jan 2002 22:00:13 +0000
Subject: [rt-users] Pros Only - Install Problem
Message-ID: <20020107.s2I.79740900@www.webbgroup.net>

>If you read the README, the #2 step is "Check over /tmp/rt/Makefile" going on
>about variables "you NEED to customize".
Eeeek, I'm an idiot.

>If you edit the Makefile (make sure there isn't any whitespace after your
>rt_user var and pass), you shouldn't need to make the MySQL rt user by hand.

Ok I edited the Makefile and changed ONLY the RT_USER password and the WEB_USER
lines. Here is the output.

[root at mail rt-2-0-11]# make install
mkdir -p //opt/rt2/bin
mkdir -p //opt/rt2/WebRT/data
mkdir -p //opt/rt2/WebRT/sessiondata
mkdir -p //opt/rt2/etc
mkdir -p //opt/rt2/lib
mkdir -p //opt/rt2/WebRT/html
mkdir -p //opt/rt2/local/WebRT/html
/usr/bin/perl   tools/initdb 'mysql' '/usr' 'localhost' '' 'root' 'rt2' create
Now creating a database for RT.
Enter the mysql password for root:
Creating mysql database rt2.
cp etc/acl.mysql '//opt/rt2/etc/acl.mysql'
/usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
                        s'!!DB_HOST!!'"localhost"'g;\
                        s'!!DB_RT_PASS!!'"myrt4m3       "'g;\
                        s'!!DB_RT_HOST!!'"localhost"'g;\
                        s'!!DB_RT_USER!!'"rt_user"'g;\
                        s'!!DB_DATABASE!!'"rt2"'g;" //opt/rt2/etc/acl.mysql
Substitution replacement not terminated at -e line 1.
make: *** [acls] Error 255
--
Respectfully,

Joel Webb
WebbGroup Network Systems LLC
www.webbgroup.net
336.841.7241





From hollow1 at cc.gatech.edu  Mon Jan  7 18:05:29 2002
From: hollow1 at cc.gatech.edu (James Adam Sigler)
Date: Mon, 7 Jan 2002 18:05:29 -0500 (EST)
Subject: [rt-users] Pros Only - Install Problem
In-Reply-To: <20020107.s2I.79740900@www.webbgroup.net>
Message-ID: <Pine.LNX.4.33.0201071803090.18552-100000@voltaire-lnx.cc.gatech.edu>

On Mon, 7 Jan 2002, Joel Webb wrote:

> >If you read the README, the #2 step is "Check over /tmp/rt/Makefile" going on
> >about variables "you NEED to customize".
> Eeeek, I'm an idiot.
> 
> >If you edit the Makefile (make sure there isn't any whitespace after your
> >rt_user var and pass), you shouldn't need to make the MySQL rt user by hand.
> 
> Ok I edited the Makefile and changed ONLY the RT_USER password and the WEB_USER
> lines. Here is the output.
> 
> [root at mail rt-2-0-11]# make install
> mkdir -p //opt/rt2/bin
> mkdir -p //opt/rt2/WebRT/data
> mkdir -p //opt/rt2/WebRT/sessiondata
> mkdir -p //opt/rt2/etc
> mkdir -p //opt/rt2/lib
> mkdir -p //opt/rt2/WebRT/html
> mkdir -p //opt/rt2/local/WebRT/html
> /usr/bin/perl   tools/initdb 'mysql' '/usr' 'localhost' '' 'root' 'rt2' create
> Now creating a database for RT.
> Enter the mysql password for root:
> Creating mysql database rt2.
> cp etc/acl.mysql '//opt/rt2/etc/acl.mysql'
> /usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
>                         s'!!DB_HOST!!'"localhost"'g;\
>                         s'!!DB_RT_PASS!!'"myrt4m3       "'g;\
>                         s'!!DB_RT_HOST!!'"localhost"'g;\
>                         s'!!DB_RT_USER!!'"rt_user"'g;\
>                         s'!!DB_DATABASE!!'"rt2"'g;" //opt/rt2/etc/acl.mysql
> Substitution replacement not terminated at -e line 1.
> make: *** [acls] Error 255
> --
> Respectfully,
> 
> Joel Webb
> WebbGroup Network Systems LLC
> www.webbgroup.net
> 336.841.7241
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
Joel,

	As far as your problem goes, the original problem seemed to be a 
permissions for your database user inside your database after creation 
were not set. To explain how to fix this probelm you will need to rtell me 
which type of database you are using so I can look at the acl script 
provided with rt for that databse to tell you if it is a databse issue or 
a Makefile issue. Please let me know and I will get back to you with a fix 
for your problem. Thanks. \

-- 

		Sincerely,					
			-James Adam Sigler-



James Adam Sigler
Research Scientist
College of Computing
Georgia Tech
Phone: 404-385-0391
Office: CoC 211
Email: hollow1 at cc.gatech.edu





From mwatson at netspace.net.au  Mon Jan  7 18:50:21 2002
From: mwatson at netspace.net.au (Matthew Watson)
Date: Tue, 8 Jan 2002 10:50:21 +1100
Subject: [rt-users] Memory leak
Message-ID: <FCEEINDILJOBHBHAPOJPKEMHCDAA.mwatson@netspace.net.au>

heya all,

 Since putting my RT2 install live, i've noticed  a savage memory leak
appearing in apache/mod_perl, my apache processes are getting up to 200mb+
in size. I'm using

apache 1.3.22
mod_perl 1.26 (static)
RT2 2.0.8

Anyone else noticed this problem? I should probably also point out that I
think my rt2 database is somewhat larger than most peoples here (at 250,000
+ tickets). I'd really like to talk to anyone with exprience running rt2
with such a large ticket base.


----------------------------------------------
Matthew Watson
Development, Netspace Online Systems
mwatson at netspace.net.au




From cewatts at frontier.net  Mon Jan  7 18:59:14 2002
From: cewatts at frontier.net (Charlie Watts)
Date: Mon, 7 Jan 2002 16:59:14 -0700 (Mountain Standard Time)
Subject: [rt-users] Memory leak
In-Reply-To: <FCEEINDILJOBHBHAPOJPKEMHCDAA.mwatson@netspace.net.au>
Message-ID: <Pine.WNT.4.43.0201071656400.384-100000@sunshine.frontier.net>

On Tue, 8 Jan 2002, Matthew Watson wrote:

>  Since putting my RT2 install live, i've noticed  a savage memory leak
> appearing in apache/mod_perl, my apache processes are getting up to 200mb+
> in size. I'm using
>
> apache 1.3.22
> mod_perl 1.26 (static)
> RT2 2.0.8
>
> Anyone else noticed this problem? I should probably also point out that I
> think my rt2 database is somewhat larger than most peoples here (at 250,000
> + tickets). I'd really like to talk to anyone with exprience running rt2
> with such a large ticket base.

FastCGI might be the answer ...

I've been very curious to hear about people using FastCGI anyway. Anybody
have any mod_perl vs. FastCGI comparisons?

-- 
Charlie Watts
cewatts at frontier.net
Frontier Internet, Inc.
http://www.frontier.net/




From dneedham at pbo.net  Mon Jan  7 19:23:10 2002
From: dneedham at pbo.net (Doug Needham)
Date: Mon, 07 Jan 2002 19:23:10 -0500
Subject: [rt-users] install problems
In-Reply-To: <5.1.0.14.0.20020106115149.01d820d0@pop.va.prestige.net>
Message-ID: <5.1.0.14.0.20020107191832.022ce780@pbo.net>

I have Perl working with apache now.
Here is my setup:
Alias /rt2/ /opt/rt2/WebRT/html/
PerlRequire /opt/rt2/bin/webmux.pl
<Location /rt2>
   SetHandler perl-script
   PerlHandler RT::Mason
</Location>
The problem I am having now is when I include the line :
PerlRequire /opt/rt2/bin/webmux.pl

Apache croaks. It comes up for a second and dies.

If I comment out this one line then to :
Alias /rt2/ /opt/rt2/WebRT/html/
#PerlRequire /opt/rt2/bin/webmux.pl
<Location /rt2>
   SetHandler perl-script
   PerlHandler RT::Mason
</Location>



apache comes up and I get the error :
[Mon Jan  7 19:00:52 2002] [error] Can't locate RT/Mason.pm in @INC (@INC 
contains: /usr/lib/perl5/5.6.1/i386-linux /usr/l
ib/perl5/5.6.1 /usr/lib/perl5/site_perl/5.6.1/i386-linux 
/usr/lib/perl5/site_perl/5.6.1 /usr/lib/perl5/site_perl/5.6.0/i38
6-linux /usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl . 
/etc/httpd/ /etc/httpd/lib/perl) at (eval 18) line 3.

[Mon Jan  7 19:00:52 2002] [error] Undefined subroutine &RT::Mason::handler 
called.

I know webmux is needed, but I can't very well troubleshoot it if Apache 
won't stay up.

Any hints on where to look now?


Thanks,

Doug



At 11:57 AM 1/6/02, Doug Needham wrote:
>I started with Red Hat 7.2
>rt is 2.0.11
>Perl to 5.6.1
>make testdeps shows everything found.
>I have everything installed
>make install works fine
>
>When I connect to the ip address with a web browser I get :
>page cannot be displayed on the browser and in the apache error_log I get :
>
>[Sun Jan  6 10:14:21 2002] [notice] child pid 11154 exit signal 
>Segmentation fault (11)
>
>Any pointers to where I should look would be helpful, or what other info I 
>can provide?
>
>Doug
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users




From jesse at bestpractical.com  Mon Jan  7 19:29:27 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 7 Jan 2002 19:29:27 -0500
Subject: [rt-users] Memory leak
In-Reply-To: <FCEEINDILJOBHBHAPOJPKEMHCDAA.mwatson@netspace.net.au>; from mwatson@netspace.net.au on Tue, Jan 08, 2002 at 10:50:21AM +1100
References: <FCEEINDILJOBHBHAPOJPKEMHCDAA.mwatson@netspace.net.au>
Message-ID: <20020107192927.D3768@fsck.com>



On Tue, Jan 08, 2002 at 10:50:21AM +1100, Matthew Watson wrote:
> heya all,
> 
>  Since putting my RT2 install live, i've noticed  a savage memory leak
> appearing in apache/mod_perl, my apache processes are getting up to 200mb+
> in size. I'm using
> 
> apache 1.3.22
> mod_perl 1.26 (static)
> RT2 2.0.8
> 
> Anyone else noticed this problem? I should probably also point out that I
> think my rt2 database is somewhat larger than most peoples here (at 250,000
> + tickets). I'd really like to talk to anyone with exprience running rt2
> with such a large ticket base.

I've run test databases double that size without seeing any sort of leakage
like that.  How easily reproducable is that memory leakage? How long does
it take to get that big?  Do processes just constantly grow, or do
they grow and shrink?  One quick fix is to configure your apache to reap 
processes after a smaller number of connections. (How do you have it tuned
now?)  

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



From mwatson at netspace.net.au  Mon Jan  7 23:57:17 2002
From: mwatson at netspace.net.au (Matthew Watson)
Date: Tue, 8 Jan 2002 15:57:17 +1100
Subject: [rt-users] Mason local files not being used.
Message-ID: <FCEEINDILJOBHBHAPOJPAENACDAA.mwatson@netspace.net.au>

heya.

 I've found that one of my files is the mason local directory eg,
$rtbase/local/WebRT/html isn't being used.. I've tried stopping and starting
apache, but it still isn't being used.

Any ideas?



----------------------------------------------
Matthew Watson
Development, Netspace Online Systems
mwatson at netspace.net.au




From mwatson at netspace.net.au  Tue Jan  8 00:04:03 2002
From: mwatson at netspace.net.au (Matthew Watson)
Date: Tue, 8 Jan 2002 16:04:03 +1100
Subject: [rt-users] Searching on requestor in large databases
In-Reply-To: <FCEEINDILJOBHBHAPOJPKELECDAA.mwatson@netspace.net.au>
Message-ID: <FCEEINDILJOBHBHAPOJPCENBCDAA.mwatson@netspace.net.au>

Update on this..

 After doing various things with indexes, I got our dba to have a looky at
it, and smartly he checked out the mysql cnf.. and rightly so, it was setup
pretty bad. After tweeking my.cnf and apache/mod_perl we have this system
running much better. Although it still barks a bit sometimes when a big
query has a lock on a table (so heaps of other queries bottle up behind it)

Mat.

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Matthew Watson
Sent: Monday, 7 January 2002 11:29 AM
To: rt-users at lists.fsck.com
Subject: RE: [rt-users] Searching on requestor in large databases


ok, i've track it down a little further..

the query it really dies on is

SELECT DISTINCT main.* FROM Tickets main, Watchers Watchers_1  LEFT JOIN
Users as Users_2  ON  Watchers_1.Owner = Users_2.id  WHERE ((main.Status =
'open')OR(main.Status = 'new')) AND ((Watchers_1.Scope = 'Ticket')) AND
((Watchers_1.Type = 'Requestor')) AND ((Watchers_1.Email =
'user at email.com')OR(Users_2.EmailAddress = 'user at email.com'))  AND main.id =
Watchers_1.Value  ORDER BY main.Priority DESC LIMIT 25

I tried adding some indexes on various things, and that gave it a little
boost, but it still takes about 10-15 seconds just to display a ticket, and
about 20 seconds to display a listing of all emails by that given user..

Anyone have suggestions for speeding this up?

Mat.

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Matthew Watson
Sent: Saturday, 5 January 2002 6:57 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] Searching on requestor in large databases


Heya.

using RT 2.0.8
 I've just spent the night finishing off an import of 250,000 Tickets from
rt1 to rt2, everything is nice, except one major problem, searching on
requestor takes AGES, if you search on one requestor it takes about 15
seconds to return the list, if you accendently search on two different
requestors (which is pretty easy to do) it litrally bring mysql to its knees
(99% cpu usage and no end to the query in site), you can't even press stop
on the browser to fix it up either, as mysql just keeps chugging away at the
query.

 Now this wouldn't be a big problem, except we use this function all the
time to find previous tickets by a given requestor, for each and every
incoming call infact.

I've had a look at the way requestor is handled, and its pretty messy, it no
wonder it takes so long to do the query.. I've tried various things like
adding indexes to owner on the watchers table (this wasn't in the default
schema for mysql, but it is for pgsql, odd) , and in a last ditch effort i'm
trying pgsql to see if its any better at handling this complex query..

Any other ideas on how to improve performace for this one, short of
restructing how requestor is stored I can't think of any. Personally I don't
see why requestor isn't stored as a field in ticket (except it means there
can only be one requestor, but thats ok)

Configuration is as follows:
mysql 3.23
rt 2.0.8
searchbuilder .48
apache + mod_perl


Regards
----------------------------------------------
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


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




From mwatson at netspace.net.au  Tue Jan  8 02:20:41 2002
From: mwatson at netspace.net.au (Matthew Watson)
Date: Tue, 8 Jan 2002 18:20:41 +1100
Subject: [rt-users] Mason local files not being used.
In-Reply-To: <FCEEINDILJOBHBHAPOJPAENACDAA.mwatson@netspace.net.au>
Message-ID: <FCEEINDILJOBHBHAPOJPAENDCDAA.mwatson@netspace.net.au>

fixed: not sure what was happening, but I just copied the original file back
out and then modified that..

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Matthew Watson
Sent: Tuesday, 8 January 2002 3:57 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Mason local files not being used.


heya.

 I've found that one of my files is the mason local directory eg,
$rtbase/local/WebRT/html isn't being used.. I've tried stopping and starting
apache, but it still isn't being used.

Any ideas?



----------------------------------------------
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 blair at orcaware.com  Tue Jan  8 02:39:52 2002
From: blair at orcaware.com (Blair Zajac)
Date: Mon, 07 Jan 2002 23:39:52 -0800
Subject: [rt-users] Searching on requestor in large databases
References: <FCEEINDILJOBHBHAPOJPCENBCDAA.mwatson@netspace.net.au>
Message-ID: <3C3AA248.7F9246DB@orcaware.com>

Mat,

Could you tell us what was poorly set up and what changes were made to
have it work well?

Best,
Blair

Matthew Watson wrote:
> 
> Update on this..
> 
>  After doing various things with indexes, I got our dba to have a looky at
> it, and smartly he checked out the mysql cnf.. and rightly so, it was setup
> pretty bad. After tweeking my.cnf and apache/mod_perl we have this system
> running much better. Although it still barks a bit sometimes when a big
> query has a lock on a table (so heaps of other queries bottle up behind it)
> 
> Mat.

-- 
Blair Zajac <blair at orcaware.com>
Web and OS performance plots - http://www.orcaware.com/orca/



From mwatson at netspace.net.au  Tue Jan  8 05:07:52 2002
From: mwatson at netspace.net.au (Mat)
Date: Tue, 8 Jan 2002 21:07:52 +1100
Subject: [rt-users] Searching on requestor in large databases
In-Reply-To: <3C3AA248.7F9246DB@orcaware.com>
Message-ID: <IAECIBNIPGKFNINKNHNNOEIDCFAA.mwatson@netspace.net.au>

The main things changed in the my.cnf file (mysqls config file) are

set-variable    = key_buffer=128M
set-variable    = max_allowed_packet=1M
set-variable    = table_cache=256
set-variable    = sort_buffer=1M
set-variable    = record_buffer=1M
set-variable    = net_buffer_length=8K
set-variable    = myisam_sort_buffer_size=64M

originally I have key_buffer at something like 32mb, which meant mysql had
to continuelly copy the query results out to disk before it could get more
results. Massively slowing things down.

I think we could also play with the locking settings to speed up RT majorly,
as one of the big speed issues we are having now is queries waiting for
locks to be released before running.. But I'd rather not have to do that.

Regarding apache conf, I think that the issue with apache getting really big
is due to a bug in either rt2 or apache/mod_perl (or both) when tickets are
moved to a queue the user cant read, but thats in a different thread :)

Mat.

> -----Original Message-----
> From: Blair Zajac [mailto:blair at orcaware.com]
> Sent: Tuesday, 8 January 2002 6:40 PM
> To: Matthew Watson
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Searching on requestor in large databases
>
>
> Mat,
>
> Could you tell us what was poorly set up and what changes were made to
> have it work well?
>
> Best,
> Blair
>
> Matthew Watson wrote:
> >
> > Update on this..
> >
> >  After doing various things with indexes, I got our dba to have
> a looky at
> > it, and smartly he checked out the mysql cnf.. and rightly so,
> it was setup
> > pretty bad. After tweeking my.cnf and apache/mod_perl we have
> this system
> > running much better. Although it still barks a bit sometimes when a big
> > query has a lock on a table (so heaps of other queries bottle
> up behind it)
> >
> > Mat.
>
> --
> Blair Zajac <blair at orcaware.com>
> Web and OS performance plots - http://www.orcaware.com/orca/




From mwatson at netspace.net.au  Tue Jan  8 05:22:04 2002
From: mwatson at netspace.net.au (Mat)
Date: Tue, 8 Jan 2002 21:22:04 +1100
Subject: [rt-users] Searching on requestor in large databases
In-Reply-To: <IAECIBNIPGKFNINKNHNNOEIDCFAA.mwatson@netspace.net.au>
Message-ID: <IAECIBNIPGKFNINKNHNNIEIECFAA.mwatson@netspace.net.au>

Oh yeah, before anyone just up and does this..

The machine this is running on has 512mb of ram, and it is only running rt2,
eg

apache/mod_perl
sendmail
mysql
rt2

At first we allocated too much memory to mysql and found the machine
starting to eat into swap space.. so becareful of that.

Mat.

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Mat
> Sent: Tuesday, 8 January 2002 9:08 PM
> To: Blair Zajac
> Cc: rt-users at lists.fsck.com
> Subject: RE: [rt-users] Searching on requestor in large databases
>
>
> The main things changed in the my.cnf file (mysqls config file) are
>
> set-variable    = key_buffer=128M
> set-variable    = max_allowed_packet=1M
> set-variable    = table_cache=256
> set-variable    = sort_buffer=1M
> set-variable    = record_buffer=1M
> set-variable    = net_buffer_length=8K
> set-variable    = myisam_sort_buffer_size=64M
>
> originally I have key_buffer at something like 32mb, which meant mysql had
> to continuelly copy the query results out to disk before it could get more
> results. Massively slowing things down.
>
> I think we could also play with the locking settings to speed up
> RT majorly,
> as one of the big speed issues we are having now is queries waiting for
> locks to be released before running.. But I'd rather not have to do that.
>
> Regarding apache conf, I think that the issue with apache getting
> really big
> is due to a bug in either rt2 or apache/mod_perl (or both) when
> tickets are
> moved to a queue the user cant read, but thats in a different thread :)
>
> Mat.
>
> > -----Original Message-----
> > From: Blair Zajac [mailto:blair at orcaware.com]
> > Sent: Tuesday, 8 January 2002 6:40 PM
> > To: Matthew Watson
> > Cc: rt-users at lists.fsck.com
> > Subject: Re: [rt-users] Searching on requestor in large databases
> >
> >
> > Mat,
> >
> > Could you tell us what was poorly set up and what changes were made to
> > have it work well?
> >
> > Best,
> > Blair
> >
> > Matthew Watson wrote:
> > >
> > > Update on this..
> > >
> > >  After doing various things with indexes, I got our dba to have
> > a looky at
> > > it, and smartly he checked out the mysql cnf.. and rightly so,
> > it was setup
> > > pretty bad. After tweeking my.cnf and apache/mod_perl we have
> > this system
> > > running much better. Although it still barks a bit sometimes
> when a big
> > > query has a lock on a table (so heaps of other queries bottle
> > up behind it)
> > >
> > > Mat.
> >
> > --
> > Blair Zajac <blair at orcaware.com>
> > Web and OS performance plots - http://www.orcaware.com/orca/
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users




From Alexander.Kunz at nextra.de  Tue Jan  8 06:47:53 2002
From: Alexander.Kunz at nextra.de (Alexander Kunz)
Date: Tue, 8 Jan 2002 12:47:53 +0100
Subject: [rt-users] Comment not recorded
Message-ID: <8C0A80639CFECA48B8B664E0086CD71B15E2E6@noc-ex-01.intern.nextra.de>

Hi,

when I replay as requestor to an resolved ticket, RT sends me back an
email witch

subject: Comment not recorded
Permission denied

And from the log:
Found a ticket ID. It's 1265Use of uninitialized value in join or string
at /usr/local/apache/htdocs/rt2/lib/RT/Ticket.pm line 1182, <
STDIN> line 31.
Use of uninitialized value in pattern match (m//) at
/usr/local/apache/htdocs/rt2/lib/RT/Record.pm line 132, <STDIN> line 31.
Use of uninitialized value in join or string at
/usr/local/apache/htdocs/rt2/lib/RT/Ticket.pm line 1182, <STDIN> line
31.
Use of uninitialized value in pattern match (m//) at
/usr/local/apache/htdocs/rt2/lib/RT/Record.pm line 132, <STDIN> line 31.
Use of uninitialized value in join or string at
/usr/local/apache/htdocs/rt2/lib/RT/Ticket.pm line 1182, <STDIN> line
31.
Use of uninitialized value in pattern match (m//) at
/usr/local/apache/htdocs/rt2/lib/RT/Record.pm line 132, <STDIN> line 31.
Use of uninitialized value in join or string at
/usr/local/apache/htdocs/rt2/lib/RT/Ticket.pm line 1182, <STDIN> line
31.
Use of uninitialized value in join or string at
/usr/local/apache/htdocs/rt2/lib/RT/Ticket.pm line 1182, <STDIN> line
31.
Use of uninitialized value in join or string at
/usr/local/apache/htdocs/rt2/lib/RT/Ticket.pm line 1182, <STDIN> line
31.
Permission Denied

I have testet this with given all rights  ( for testing ) to the
requestor, but nothing happens.

RT: 2.0.11
Postgresql 7.0.3
Linux 2.4.16

Any sugetions ?

alexander
-- 
------------------------------------------------------------------------
-
Nextra Deutschland       | Alexander Kunz  
GmbH & Co. KG            | Capacity Planning & Optimization  
Region Mitte             | Tel.:  +49 (0)6151 88008-897  
Birkenweg 14a            | Fax:   +49 (0)6151 88008-500  
64295 Darmstadt          | Mobil: +49 (0)175 9309601  
http://www.nextra.de     | E-Mail: alexander.kunz at nextra.de
------------------------------------------------------------------------
-



From mdisney at ecdev.fedex.com  Tue Jan  8 07:31:39 2002
From: mdisney at ecdev.fedex.com (Matt Disney)
Date: Tue, 08 Jan 2002 06:31:39 -0600
Subject: [rt-users] Mason local files not being used. 
In-Reply-To: <FCEEINDILJOBHBHAPOJPAENACDAA.mwatson@netspace.net.au> 
References: <FCEEINDILJOBHBHAPOJPAENACDAA.mwatson@netspace.net.au>
Message-ID: <200201081231.g08CVbN11351@nfsb.ecdev.fedex.com>

I'm speaking WELL beyond my area of expertise here, but...

I've noticed that when I create subdirectories in my local mason path,
I also need to create those subdirectories in my normal web path, as
well as the appropriate index.html file where applicable. It appears
that Mason won't look in a local directory unless it exists in the
normal $rtbase/WebRT/html directory.

So, in order for Mason to look in $rtbase/local/WebRT/html/Matthew, you
would have to also create $rtbase/WebRT/html/Matthew... even though you
would still maintain the local files in the "local" directory. If you
want to use $rtbase/local/WebRT/html/Matthew/index.html, you would have
to simply touch/create $rtbase/WebRT/html/Matthew/index.html.

This wouldn't happen to be your problem would it? Also, if any of this
is incorrect, someone please chime in with the correct info.

Thanks,
Matt Disney

"Matthew Watson" writes:
>heya.
>
> I've found that one of my files is the mason local directory eg,
>$rtbase/local/WebRT/html isn't being used.. I've tried stopping and starting
>apache, but it still isn't being used.
>
>Any ideas?
>
>
>
>----------------------------------------------
>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 bgeraldo at sockeye.com  Tue Jan  8 08:27:23 2002
From: bgeraldo at sockeye.com (Bolivar Geraldo)
Date: Tue, 8 Jan 2002 08:27:23 -0500 (EST)
Subject: [rt-users] Priority alerts
Message-ID: <200201081327.g08DRP5W021610@fishy.sockeye.com>

I apologize if this is an obvious question, but is there any
functionality built into RT that will send some type of "alert" for high
priority tickets, or overdue tickets?

Bolivar
-- 
Bolivar Geraldo (Junior)
NOC Analyst
Ph: 617-559-4031
Cell: 617-699-4315
E-mail: bgeraldo at sockeye.com
Pager: bgeraldo-pager at sockeye.com

Sockeye Networks, Inc.
275 Grove St., Suite 1-120
Newton, MA 02466-2272 
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 232 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020108/56099e9f/attachment.sig>

From mdisney at ecdev.fedex.com  Tue Jan  8 09:53:39 2002
From: mdisney at ecdev.fedex.com (Matt Disney)
Date: Tue, 08 Jan 2002 08:53:39 -0600
Subject: [rt-users] KeywordSelects in Templates
Message-ID: <200201081453.g08ErVc28124@nfsa.ecdev.fedex.com>

Has anyone ever created a template that displays a KeywordSelect?

If so, would you mind sending me an example? Otherwise, how would
one go about doing such a thing?

Thanks,
Matt



From zang at futuredata.de  Tue Jan  8 10:01:12 2002
From: zang at futuredata.de (Heiko Zang|FutureData)
Date: Tue, 08 Jan 2002 16:01:12 +0100
Subject: [rt-users] Web interface configuration
In-Reply-To: <3C358759.8562.228D3F75@localhost>
References: <002901c19507$a25b59d0$3dc8a8c0@client3>
Message-ID: <5.1.0.14.0.20020108154724.00a7ed68@217.115.128.129>

Hi!

Yes, the $WebPath was set wrong. I took Bob`s setup of RT2 in the 
httpd.conf and adjusted it to my file path.
But I didn`t have the time to check the <location< and <directory> things yet.
Now RT is almost running. Some probs with the the reply function but that`s 
another topic.

Thanx very much for the help.

Best Regards,

Heiko



At 10:43 04.01.2002 -0600, you wrote:
>Hi,
>
>Looking at the error logs, it appears Apache is looking in the Red
>Hat's default docroot (/var/www/html) for
>[Fri Jan  4 04:55:29 2002] [error] [client 192.168.200.61] File does not 
>exist: /var/www/html/opt/rt2/WebRT/html/
>
>Here's my setup (under Apache 1.3.19 under SuSE 7.2):
>
>config.pm:
>$WebPath = "/rt2";
># This is the Scheme, server and port for constructing urls to webrt
># $WebBaseURL doesn't need a trailing /
>$WebBaseURL = "http://www.cynistar.net";
>$WebURL = $WebBaseURL . $WebPath . "/";
>
>httpd.conf:
>...
>     # Set up Mason
>     PerlSetVar MasonCompRoot /www/docs/www.cynistar.net/html
>     PerlSetVar MasonDataDir /www/docs/www.cynistar.net/mason
>     PerlModule HTML::Mason::ApacheHandler
>
>     # Set up RT2
>     Alias /rt2 /usr/local/rt2/WebRT/html
>     PerlModule Apache::DBI
>     PerlFreshRestart On
>     PerlRequire /usr/local/rt2/bin/webmux.pl
>
>     <Location /rt2/>
>         SetHandler perl-script
>         PerlHandler RT::Mason
>     </Location>
>...
>
>Your setup:
>
>httpd.conf
>Alias /rt2/ "/opt/rt2/WebRT/html/"
>
><Directory "/opt/rt2/WebRT/html">
>   ...
>   PerlRequire /opt/rt2/bin/webmux.pl
>   PerlModule Apache::DBI
>   SetHandler perl-script
>   PerlHandler RT::Mason
>   ...
></Directory>
>
>config.pm:
>$WebPath = "/opt/rt2/WebRT/html";
>
>Suggestions:
>
>- Change $WebPath to "/rt2" in config.pm and restart the
>webserver. Note that web path is the path part of the URI (scheme
>:// user : password @ host : port / path ? querystring # fragment),
>not the filesystem path.
>
>- Check the Apache docs to see the difference between
>     Alias /rt2/ "/opt/rt2/WebRT/html/"
>and
>     Alias /rt2 "/opt/rt2/WebRT/html"
>
>IIRC, I've been burned by the subtle differences between the two.
>
>- Check if there's a substantial difference between
>     <Location /rt2/></Location>
>and
>     <Directory "/opt/rt2/WebRT/html"></Directory>
>
>I think these are equivalent in your case but I'm not sure (I lent out
>my Apache book earlier this week and I'm too lazy to check the
>docs at apache.org...)
>
>hth,
>
>-- Bob
>
>On 4 Jan 2002, at 11:07, Heiko Zang | FutureData wrote:
>
> > Hi all !
> >
> > I?m a new user of RT and having some problems setting up RT.
> >
> > Well, after some hours spending on installing RT, I finally made it.
> >
> > I`m using Redhat 5.2 and with apache with mod_perl, mysql and php. RT
> > version 2.0.9. Path: /opt/rt2
> >
> > I want to run RT with other content so I put these lines in the
> > httpd.conf:
> >
> > Alias /rt2/ "/opt/rt2/WebRT/html/"
> >
> > <Directory "/opt/rt2/WebRT/html">
> >   AllowOverride None
> >   Options None ExecCGI FollowSymLinks
> >   Order allow,deny
> >   Allow from all
> >   PerlRequire /opt/rt2/bin/webmux.pl
> >   PerlModule Apache::DBI
> >   SetHandler perl-script
> >   PerlHandler RT::Mason
> >   Options ExecCGI
> > </Directory>
> >
> > In config.pm: $WebPath = "/opt/rt2/WebRT/html";
> > The permissions:
> >
> > /opt/rt2
> > drwxr-xr-x    5 root     root         4096 Dez 22 19:03 WebRT
> > drwxr-xr-x    2 root     root         4096 Dez 28 13:53 bin
> > drwxr-xr-x    2 root     rt           4096 Dez 28 14:02 etc
> > drwxr-xr-x    4 root     bin          4096 Dez 28 13:26 lib
> > drwxr-xr-x    3 root     root         4096 Dez 22 19:03 local
> > drwxr-xr-x    3 root     root         4096 Dez 28 13:26 man
> >
> > /opt/rt2/WebRT
> > drwxrwx---    7 apache   apache       4096 Jan  3 11:40 data
> > drwxr-xr-x   10 root     bin          4096 Jan  3 14:27 html
> > drwxrwx---    2 apache   apache       4096 Jan  4 09:33 sessiondata
> >
> > /opt/rt2/WebRT/html
> > drwxr-xr-x   10 root     bin          4096 Nov 14 20:29 Admin
> > drwxr-xr-x    2 root     bin          4096 Nov 14 20:29 CVS
> > drwxr-xr-x    3 root     bin          4096 Nov 14 20:29 Elements
> > drwxr-xr-x    4 root     bin          4096 Nov 14 20:29 NoAuth
> > drwxr-xr-x    3 root     bin          4096 Nov 14 20:29 Search
> > drwxr-xr-x    5 root     bin          4096 Nov 14 20:29 SelfService
> > drwxr-xr-x    5 root     bin          4096 Nov 14 20:29 Ticket
> > drwxr-xr-x    3 root     bin          4096 Nov 14 20:29 User
> > -rwxr-xr-x    1 root     bin          1918 Nov  7 00:06 autohandler
> > -rwxr-xr-x    1 root     bin           684 Jan  3 14:19 index.html
> >
> > When opening the URL of the server a page with three links appear. One
> > is for RT with the target <a href="rt2/index.html">ticker</a>
> >
> > So, after following the link to RT, I come to the login page of RT, I
> > can login as root, I can log in and then I come the start page. Fine
> > But when choosing any link like search, home or configuration I get a
> > HTTP 404 Error: Can`t locate file. the apache error_log: [Fri Jan  4
> > 04:55:29 2002] [error] [client 192.168.200.61] File does not exist:
> > /var/www/html/opt/rt2/WebRT/html/ [Fri Jan  4 04:55:30 2002] [error]
> > [client 192.168.200.61] File does not exist:
> > /var/www/html/opt/rt2/WebRT/html/NoAuth/w ebrt.css [Fri Jan  4
> > 04:55:31 2002] [error] [client 192.168.200.61] File does not exist:
> > /var/www/html/opt/rt2/WebRT/html/Search/L isting.html [Fri Jan  4
> > 04:55:35 2002] [error] [client 192.168.200.61] File does not exist:
> > /var/www/html/opt/rt2/WebRT/html/NoAuth/w ebrt.css [Fri Jan  4
> > 04:55:36 2002] [error] [client 192.168.200.61] File does not exist:
> > /var/www/html/opt/rt2/WebRT/html/Admin/ [Fri Jan  4 04:55:37 2002]
> > [error] [client 192.168.200.61] File does not exist:
> > /var/www/html/opt/rt2/WebRT/html/NoAuth/w ebrt.css
> >
> > I searched in the RT archives but I couldn`t find an appropriate
> > answer/solving of that problem.
> > I hope anyone can help me. I?m stuck to long now.
> >
> > Greetings,
> >
> > Heiko Zang
> >
> >
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >




From darrinw at nixc.net  Tue Jan  8 10:35:46 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Tue, 8 Jan 2002 10:35:46 -0500
Subject: [rt-users] new install problem
Message-ID: <20020108103546.I272@nixc.net>

I haven't run across this problem before, and didn't see mention of it in
the archives I checked (though I could just be blind and missed it).

Here is the error I get from the mailer when I try to mail one of the
ticketing system queues:

   ----- The following addresses had permanent fatal errors -----
"|/usr/tickets/bin/rt-mailgate --queue 'General Queue' --action
correspond"
    (reason: 255)
    (expanded from: service)

   ----- Transcript of session follows -----
Can't do setuid
554 5.3.0 unknown mailer error 255

--g08AadM00357.1010486199/tickets.xram.com
Content-Type: message/delivery-status

Reporting-MTA: dns; tickets.xram.com
Arrival-Date: Tue, 8 Jan 2002 10:36:39 GMT

Final-Recipient: RFC822; service at develop
X-Actual-Recipient: X-Unix; |/usr/tickets/bin/rt-mailgate --queue 'General
Queue
' --action correspond
Action: failed
Status: 5.0.0
Diagnostic-Code: X-Unix; 255
Last-Attempt-Date: Tue, 8 Jan 2002 10:36:39 GMT

Anyone seen this before, and know how to fix?

Thanks.

-darrin




From jonathan at xpedio.com  Tue Jan  8 10:41:58 2002
From: jonathan at xpedio.com (Jonathan Gilpin)
Date: Tue, 8 Jan 2002 16:41:58 +0100
Subject: [rt-users] Notification mails...
Message-ID: <023c01c1985b$11621110$9d07f7d4@clarity>


On a group or maybe all groups I would like to have RT mail a mailing
list every time a new ticket is created to prompt people to check it
out. Can someone point me in the direction of how to do this? I've
checked the manuals but have found some sections unwritten.

Actually, I'd like RT to mail comments and changes to the list too,
(instead of to people individually) is there a simple method of doing
this?

Jonathan




From darrinw at nixc.net  Tue Jan  8 10:45:24 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Tue, 8 Jan 2002 10:45:24 -0500
Subject: [rt-users] new install problem
In-Reply-To: <20020108103546.I272@nixc.net>; from darrinw@nixc.net on Tue, Jan 08, 2002 at 10:35:46AM -0500
References: <20020108103546.I272@nixc.net>
Message-ID: <20020108104524.J272@nixc.net>

Also, this machine is a FreeBSD 4.4 box, with Sendmail 8.11.6 (new
install, upgrade will be coming shortly),  Apache 1.3.12, MySQL 3.23.42.

The machine has 512M of ram.

On Tue, Jan 08, 2002 at 10:35:46AM -0500, Darrin Walton wrote:
  |+ I haven't run across this problem before, and didn't see mention of it in
  |+ the archives I checked (though I could just be blind and missed it).
  |+ 
  |+ Here is the error I get from the mailer when I try to mail one of the
  |+ ticketing system queues:
  |+ 
  |+    ----- The following addresses had permanent fatal errors -----
  |+ "|/usr/tickets/bin/rt-mailgate --queue 'General Queue' --action
  |+ correspond"
  |+     (reason: 255)
  |+     (expanded from: service)
  |+ 
  |+    ----- Transcript of session follows -----
  |+ Can't do setuid
  |+ 554 5.3.0 unknown mailer error 255
  |+ 
  |+ --g08AadM00357.1010486199/tickets.xram.com
  |+ Content-Type: message/delivery-status
  |+ 
  |+ Reporting-MTA: dns; tickets.xram.com
  |+ Arrival-Date: Tue, 8 Jan 2002 10:36:39 GMT
  |+ 
  |+ Final-Recipient: RFC822; service at develop
  |+ X-Actual-Recipient: X-Unix; |/usr/tickets/bin/rt-mailgate --queue 'General
  |+ Queue
  |+ ' --action correspond
  |+ Action: failed
  |+ Status: 5.0.0
  |+ Diagnostic-Code: X-Unix; 255
  |+ Last-Attempt-Date: Tue, 8 Jan 2002 10:36:39 GMT
  |+ 




From khera at kcilink.com  Tue Jan  8 11:29:30 2002
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 8 Jan 2002 11:29:30 -0500
Subject: [rt-users] new install problem
In-Reply-To: <20020108104524.J272@nixc.net>
References: <20020108103546.I272@nixc.net>
	<20020108104524.J272@nixc.net>
Message-ID: <15419.7787.1007.71917@onceler.kciLink.com>

>>>>> "DW" == Darrin Walton <darrinw at nixc.net> writes:

DW> Also, this machine is a FreeBSD 4.4 box, with Sendmail 8.11.6 (new
DW> install, upgrade will be coming shortly),  Apache 1.3.12, MySQL 3.23.42.

By default, FreeBSD installs with suidperl disabled.

chmod u+s /usr/bin/suidperl

should fix you up.  I'm not sure what sendmail configs you may need to
do to let it run suid scripts, if any.  I know with Postfix I had
to do nothing special.

Also, if you do source upgrades to freebsd, you'll want to enable the
SUID perl flag in your /etc/make.conf so it doesn't get wiped out on
your next upgrade.



From jesse at bestpractical.com  Tue Jan  8 11:33:26 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 8 Jan 2002 11:33:26 -0500
Subject: [rt-users] new install problem
In-Reply-To: <20020108103546.I272@nixc.net>; from darrinw@nixc.net on Tue, Jan 08, 2002 at 10:35:46AM -0500
References: <20020108103546.I272@nixc.net>
Message-ID: <20020108113326.L3768@fsck.com>

Sounds like your OS doesn't ship by default with setuid perl enabled.

http://lists.fsck.com/cgi-bin/htsearch?words=can%27t+do+setuid

finds a fair # of posts on the topic.



On Tue, Jan 08, 2002 at 10:35:46AM -0500, Darrin Walton wrote:
> I haven't run across this problem before, and didn't see mention of it in
> the archives I checked (though I could just be blind and missed it).
> 
> Here is the error I get from the mailer when I try to mail one of the
> ticketing system queues:
> 
>    ----- The following addresses had permanent fatal errors -----
> "|/usr/tickets/bin/rt-mailgate --queue 'General Queue' --action
> correspond"
>     (reason: 255)
>     (expanded from: service)
> 
>    ----- Transcript of session follows -----
> Can't do setuid
> 554 5.3.0 unknown mailer error 255
> 
> --g08AadM00357.1010486199/tickets.xram.com
> Content-Type: message/delivery-status
> 
> Reporting-MTA: dns; tickets.xram.com
> Arrival-Date: Tue, 8 Jan 2002 10:36:39 GMT
> 
> Final-Recipient: RFC822; service at develop
> X-Actual-Recipient: X-Unix; |/usr/tickets/bin/rt-mailgate --queue 'General
> Queue
> ' --action correspond
> Action: failed
> Status: 5.0.0
> Diagnostic-Code: X-Unix; 255
> Last-Attempt-Date: Tue, 8 Jan 2002 10:36:39 GMT
> 
> Anyone seen this before, and know how to fix?
> 
> Thanks.
> 
> -darrin
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From darrinw at nixc.net  Tue Jan  8 11:43:45 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Tue, 8 Jan 2002 11:43:45 -0500
Subject: [rt-users] new install problem
In-Reply-To: <15419.7787.1007.71917@onceler.kciLink.com>; from khera@kcilink.com on Tue, Jan 08, 2002 at 11:29:30AM -0500
References: <20020108103546.I272@nixc.net> <20020108104524.J272@nixc.net> <15419.7787.1007.71917@onceler.kciLink.com>
Message-ID: <20020108114345.L272@nixc.net>

  |+ Also, if you do source upgrades to freebsd, you'll want to enable the
  |+ SUID perl flag in your /etc/make.conf so it doesn't get wiped out on
  |+ your next upgrade.

This was the problem.  I had installed 4.3 on the box, and did a cvsup to
upgrade the box from sources, and suidperl got wipped out.  Opps.  I feel
stupid now ;)

-darrin




From psneto at telepar.com.br  Tue Jan  8 12:06:06 2002
From: psneto at telepar.com.br (Presciliano dos Santos Neto)
Date: Tue, 8 Jan 2002 15:06:06 -0200 
Subject: [rt-users] ENC: [spamtools] off topic - RT abuse queue
Message-ID: <9CC2B6BC51206845A384196EEAEFE516497D5F@correio.telepar.com.br>

Please help.

TIA.

Presciliano

> ----- Mensagem original -----
> De:	Bob Apthorpe [SMTP:arclight at jump.net]
> Enviada em:	Ter?a-feira, 8 de Janeiro de 2002 11:58
> Para:	Presciliano dos Santos Neto; spamtools at lists.abuse.net
> Assunto:	Re: [spamtools] off topic - RT abuse queue
> 
> Hi,
> 
> You might also consider posting this to the RT users mailing list; 
> see http://lists.fsck.com/mailman/listinfo/rt-users for details. IIRC, 
> there are at least 2-3 other people using RT2 for abuse handling.
> 
> Some of what you're proposing may be a bit difficult unless you 
> can get abuse reporters to submit standardized reports (e.g. via a 
> web form.) From experience, I've seen reports with the spam resent 
> (no original content, no context, and only a few headers that 
> differentiate it from incoming spam), quoted, unquoted, or attached; 
> with and without full headers, wrapped and unwrapped, etc. 
> 
> Parsing abuse mail is an ambitious project; I wish you luck. 
> Automatically merging tickets by subject line should be a bit easier 
> but it's probably more difficult than you think (it's probably more 
> difficult than I think it is, anyways...)
> 
> hth,
> 
> -- Bob
> 
> On 8 Jan 2002, at 11:08, Presciliano dos Santos Neto wrote:
> 
> > Hi !
> > 
> > According to suggestions received here, I've recently installed RT to
> > organize my domain's abuse e-mail. I'd like to know about other RT
> systems
> > with the same purpose, specially regarding Keywords and customized
> Scrips.
> > Also, I'd like to:
> > 
> > - automatically merge tickets with the same SPAM subject (excluding Re:,
> > Fwd:, etc);
> > - identify the ofender IP address in the complaint's header included in
> the
> > message body, using scripts like spam.pl;
> > - automatically execute a traceroute to the ofender IP address,
> including
> > the results as a comment;
> > - automatically set a Keyword to the ticket based on the ofender IP
> address.
> > 
> > Any idea ?
> > 
> > Presciliano
> > 
> 



From khera at kcilink.com  Tue Jan  8 12:17:52 2002
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 8 Jan 2002 12:17:52 -0500
Subject: [rt-users] new install problem
In-Reply-To: <20020108114345.L272@nixc.net>
References: <20020108103546.I272@nixc.net>
	<20020108104524.J272@nixc.net>
	<15419.7787.1007.71917@onceler.kciLink.com>
	<20020108114345.L272@nixc.net>
Message-ID: <15419.10688.918431.903489@onceler.kciLink.com>

>>>>> "DW" == Darrin Walton <darrinw at nixc.net> writes:

DW>   |+ Also, if you do source upgrades to freebsd, you'll want to enable the
DW>   |+ SUID perl flag in your /etc/make.conf so it doesn't get wiped out on
DW>   |+ your next upgrade.

DW> This was the problem.  I had installed 4.3 on the box, and did a cvsup to
DW> upgrade the box from sources, and suidperl got wipped out.  Opps.  I feel
DW> stupid now ;)

Don't.  It is not very obvious.  I had our mail-in tickets all bounce
over christmas weekend because of this!  At least I learned my lesson
the hard way. ;-)




From sean at thirteen.net  Tue Jan  8 12:24:49 2002
From: sean at thirteen.net (Sean Hussey)
Date: Tue, 08 Jan 2002 12:24:49 -0500
Subject: [rt-users] New installation problem
Message-ID: <5.1.0.14.0.20020108121758.0393df90@thirteen.net>

Hi everyone,

I've just installed RT, and I get a server error when I try to access the 
site.  In the error logs (site error, not RT error), I get this:

[Tue Jan  8 09:57:32 2002] [error] RT Couldn't write to session directory 
'/web/mako/docs/rt2/WebRT/sessiondata'. Check that this directory's 
permissions are correct. at /web/mako/docs/rt2/bin/webmux.pl line 152.

I checked the permissions, and they were 770.  For the hell of it, I made 
them 777 (because owner and group seemed ok), and the same error appears.

When I look in sessiondata, I see these:

sean at eskimo{/web/mako/docs/rt2/WebRT}: ls -l sessiondata/
total 0
-rw-------    1 www      www             0 Jan  8 09:57 
Apache-Session-0e8474f0539e75a1ec0d7082bffbf53b.lock
sean at eskimo{/web/mako/docs/rt2/WebRT}:

(There's a bunch in there--I just pasted the one that applies to the error 
log entry above.)

So, obviously, something's writeable.  Is there a simple error somewhere 
I'm not picking up on?

Thanks very much!

Sean




From krikke at macatawa.org  Tue Jan  8 12:28:14 2002
From: krikke at macatawa.org (Josh Krikke)
Date: Tue, 8 Jan 2002 12:28:14 -0500
Subject: [rt-users] Notification mails...
In-Reply-To: <023c01c1985b$11621110$9d07f7d4@clarity>
References: <023c01c1985b$11621110$9d07f7d4@clarity>
Message-ID: <E16O02p-0000XU-00@localhost>

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

RT isn't a mailing list manager.  For that, you should check out mailman at 
http://www.list.org, or other MLM's.  

Once you create a mailing list, you should just make the address of the 
mailling list to be a user (w/ AdminCC) and use the OnCreate, OnComment, 
etc... scrips to mail the notification to the mailing list user.

Make sense?

On Tuesday 08 January 2002 10:41 am, Jonathan Gilpin wrote:
> On a group or maybe all groups I would like to have RT mail a mailing
> list every time a new ticket is created to prompt people to check it
> out. Can someone point me in the direction of how to do this? I've
> checked the manuals but have found some sections unwritten.
>
> Actually, I'd like RT to mail comments and changes to the list too,
> (instead of to people individually) is there a simple method of doing
> this?
>
> Jonathan
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users

- -- 
Josh Krikke	krikke at macatwa.org
MacNet Sysadmin	Holland, MI
GnuPG Fingerprint:  AC6F 13AC F945 CC45 BDFC 509E 8F41 9549 64DD 95DB
My public key  http://pgp.mit.edu:11371/pks/lookup?op=get&search=0x64DD95DB
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.0.6 (GNU/Linux)
Comment: For info see http://www.gnupg.org

iD8DBQE8Oywvj0GVSWTdldsRAthuAJ4qg78k0aHlX20AyZoHt1pmXWdxEQCdG5yI
NUKsOkzoeD5QQQxjNBaPU1M=
=TkaT
-----END PGP SIGNATURE-----



From khera at kcilink.com  Tue Jan  8 12:33:05 2002
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 8 Jan 2002 12:33:05 -0500
Subject: [rt-users] New installation problem
In-Reply-To: <5.1.0.14.0.20020108121758.0393df90@thirteen.net>
References: <5.1.0.14.0.20020108121758.0393df90@thirteen.net>
Message-ID: <15419.11601.684440.167143@onceler.kciLink.com>

>>>>> "SH" == Sean Hussey <sean at thirteen.net> writes:

SH> [Tue Jan  8 09:57:32 2002] [error] RT Couldn't write to session directory 
SH> '/web/mako/docs/rt2/WebRT/sessiondata'. Check that this directory's 
SH> permissions are correct. at /web/mako/docs/rt2/bin/webmux.pl line 152.

In the rt2/bin/webmux.pl script, near the end where this error message
appears (obviously line 152), change the code to read from this:

          else {
             die "RT Couldn't write to session directory '$RT::MasonSessionDir'.
 Check that this directory's permissions are correct.";
          }


to read like this:

          else {
             die "RT Couldn't write to session directory '$RT::MasonSessionDir'.
 Check that this directory's permissions are correct. $@";
          }


All I did was stick the $@ to the end of the error message.  This will
display the original error that triggered the warning in the log.  Now
stop and start apache and try it again to see what the error *really*
is.



From c.bailiff at awayweb.com  Sun Jan  6 22:59:20 2002
From: c.bailiff at awayweb.com (Cris Bailiff)
Date: Mon, 07 Jan 2002 14:59:20 +1100
Subject: [rt-users] Re: rt2.0.9 times out/segfaults
References: <20020107032030.12D5411AAE@pallas.eruditorum.org>
Message-ID: <3C391D18.FFAE701A@awayweb.com>

Sorry for cc'ing so many folk, but I've been having problems submitting to the
list (i'm subscribed to the digest), so hopefully at least some people will see
this...

Calvin's strace output looked strikingly similar to a problem I saw last week
with one of my users, which I'd put on the backburner (in the 'too hard right
now' basket). Jesses' last comment on browser types also struck home...


From j.freeman at sporg.com  Mon Jan  7 14:26:10 2002
From: j.freeman at sporg.com (Jeremy Freeman)
Date: Mon, 7 Jan 2002 11:26:10 -0800
Subject: [rt-users] log files
In-Reply-To: <6y4rlyht5t.fsf@seph.commerceflow.com>
Message-ID: <0EFDD4B425B6CE49899DA99A4B37BCA81F7B@server01.staff.sporg.com>

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

Just curious, is this normal:

I don't seem to be getting a unified rt.log file. Rather I am getting
a directory full of little imcomplete log files. As follows:

<snip>
- -rw-r--r--    1 www-data rt              0 Jan  2 09:53 rt.log.5317.33
- -rw-------    1 www-data www-data        0 Nov 14 10:28 rt.log.5428.0
- -rw-r--r--    1 www-data rt              0 Nov  1 15:35 rt.log.559.33
- -rw-r--r--    1 www-data rt              0 Nov  1 15:42 rt.log.582.33
- -rw-r--r--    1 www-data rt              0 Nov 28 10:42 rt.log.5882.33
- -rw-------    1 www-data www-data        0 Nov 28 11:35 rt.log.6071.0
- -rw-------    1 www-data www-data        0 Nov 15 12:38 rt.log.6185.0
- -rw-------    1 www-data www-data        0 Nov  1 16:10 rt.log.645.0
- -rw-r--r--    1 www-data rt              0 Dec  6 07:54 rt.log.6464.33
- -rw-r--r--    1 www-data rt            156 Nov 15 13:32 rt.log.6465.33
- -rw-r--r--    1 www-data rt            134 Nov 15 13:38 rt.log.6494.33
- -rw-r--r--    1 www-data rt              0 Dec 15 06:56 rt.log.655.33
- -rw-------    1 www-data www-data        0 Nov 28 13:18 rt.log.6625.0
- -rw-------    1 www-data www-data        0 Nov 28 13:20 rt.log.6648.0
- -rw-------    1 www-data www-data        0 Nov 28 13:22 rt.log.6669.0
- -rw-r--r--    1 www-data rt              0 Nov  1 16:10 rt.log.671.33
- -rw-------    1 www-data www-data        0 Nov 28 13:24 rt.log.6711.0
- -rw-r--r--    1 www-data rt              0 Nov 28 13:25 rt.log.6727.33
- -rw-r--r--    1 www-data rt              0 Jan  4 10:16 rt.log.6729.33
- -rw-------    1 www-data www-data     1050 Jan  3 17:49 rt.log.6831.0
- -rw-r--r--    1 www-data rt              0 Dec  6 10:27 rt.log.6925.33
- -rw-r--r--    1 www-data rt              0 Dec  6 11:22 rt.log.7117.33
- -rw-r--r--    1 www-data rt              0 Dec  6 11:32 rt.log.7159.33
- -rw-r--r--    1 www-data rt              0 Jan  2 14:38 rt.log.8665.33
- -rw-r--r--    1 www-data rt              0 Jan  4 12:41 rt.log.9069.33
- -rw-r--r--    1 www-data rt              0 Jan  2 15:24 rt.log.9204.33
- -rw-r--r--    1 www-data rt              0 Dec  6 23:01 rt.log.9218.33
- -rw-r--r--    1 www-data rt              0 Jan  2 15:49 rt.log.9417.33
- -rw-r--r--    1 www-data rt              0 Jan  4 13:44 rt.log.9895.33
- -rw-r--r--    1 www-data rt              0 Jan  4 13:48 rt.log.9912.33
<snip>

It makes it hard to track down problems....

- --
Jeremy

-----BEGIN PGP SIGNATURE-----
Version: PGPfreeware 6.0.2i

iQA/AwUBPDn2UsWSutURApyZEQLlOACgtJefhIha4Iootbe1fuslqOzq1NMAniFD
oGa1+Vas9e+Bjbkro/Xu0mIG
=uLw4
-----END PGP SIGNATURE-----
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020107/d5578ccf/attachment.htm>

From Chris_Wallace at link.freedom.com  Tue Jan  8 12:31:53 2002
From: Chris_Wallace at link.freedom.com (Chris Wallace)
Date: Tue, 08 Jan 2002 09:31:53 -0800
Subject: [rt-users] Attaching files to tickets in RT 2.0.9.
Message-ID: <fc.000f6d9c020dd3f9000f6d9c020dd3f9.20dd44a@link.freedom.com>

We're running RT 2.0.9 and when I attach a file to a ticket, it attachs
the file with the path form my local hard drive. The person who views the
ticket does not have access to my hard drive, therefore they can not view
the attachment. How can I fix this?




From darrinw at nixc.net  Tue Jan  8 13:09:17 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Tue, 8 Jan 2002 13:09:17 -0500
Subject: [rt-users] Attaching files to tickets in RT 2.0.9.
In-Reply-To: <fc.000f6d9c020dd3f9000f6d9c020dd3f9.20dd44a@link.freedom.com>; from Chris_Wallace@link.freedom.com on Tue, Jan 08, 2002 at 09:31:53AM -0800
References: <fc.000f6d9c020dd3f9000f6d9c020dd3f9.20dd44a@link.freedom.com>
Message-ID: <20020108130917.P272@nixc.net>

  |+ We're running RT 2.0.9 and when I attach a file to a ticket, it attachs
  |+ the file with the path form my local hard drive. The person who views the
  |+ ticket does not have access to my hard drive, therefore they can not view
  |+ the attachment. How can I fix this?
  |+ 

They shouldn't need access to your local harddrive.  RT keeps a copy of
the file in the database (atleast I think it does).  We use file
attachments here, and although the path is included, the files are still
accessable.

We're doing this on 2.0.11, but also did with 2.0.9.




From sanity at fretzel.net  Tue Jan  8 13:44:50 2002
From: sanity at fretzel.net (Sanity)
Date: Tue, 8 Jan 2002 12:44:50 -0600 (CST)
Subject: [rt-users] Memory leak
In-Reply-To: <Pine.WNT.4.43.0201071656400.384-100000@sunshine.frontier.net>
Message-ID: <Pine.LNX.4.33.0201081242210.11370-100000@kilrathi.fretzel.net>

We moved from mod_perl to FastCGI with much success.
FastCGI appears to run RT noticably faster than mod_perl.
We also have less apache seg faults with FastCGI.
Overall FastCGI has been a good move for us.
Sytem is Solaris 8.

On Mon, 7 Jan 2002, Charlie Watts wrote:

> On Tue, 8 Jan 2002, Matthew Watson wrote:
> 
> >  Since putting my RT2 install live, i've noticed  a savage memory leak
> > appearing in apache/mod_perl, my apache processes are getting up to 200mb+
> > in size. I'm using
> >
> > apache 1.3.22
> > mod_perl 1.26 (static)
> > RT2 2.0.8
> >
> > Anyone else noticed this problem? I should probably also point out that I
> > think my rt2 database is somewhat larger than most peoples here (at 250,000
> > + tickets). I'd really like to talk to anyone with exprience running rt2
> > with such a large ticket base.
> 
> FastCGI might be the answer ...
> 
> I've been very curious to hear about people using FastCGI anyway. Anybody
> have any mod_perl vs. FastCGI comparisons?
> 
> 




From bgeraldo at sockeye.com  Tue Jan  8 14:53:15 2002
From: bgeraldo at sockeye.com (Bolivar Geraldo)
Date: Tue, 8 Jan 2002 14:53:15 -0500 (EST)
Subject: [rt-users] WebRT and IE
Message-ID: <200201081953.g08JrK5W002225@fishy.sockeye.com>

I'm running RT 2.0.9.

I seem to be having a lot of problems working with RT's Web-ui and IE.
Everything runs smoothly in Netscape, but I get lots of hanging, no
responses, or having to click multiple times for things to work.  In
Netscape the recommended browser for RT?

Bolivar
-- 
Bolivar Geraldo (Junior)
NOC Analyst
Ph: 617-559-4031
Cell: 617-699-4315
E-mail: bgeraldo at sockeye.com
Pager: bgeraldo-pager at sockeye.com

Sockeye Networks, Inc.
275 Grove St., Suite 1-120
Newton, MA 02466-2272 
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 232 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020108/162a0aec/attachment.sig>

From grant at pico.apple.com  Tue Jan  8 15:07:34 2002
From: grant at pico.apple.com (Grant Miller)
Date: Tue, 8 Jan 2002 12:07:34 -0800
Subject: [rt-users] WebRT and IE
In-Reply-To: <200201081953.g08JrK5W002225@fishy.sockeye.com>; from bgeraldo@sockeye.com on Tue, Jan 08, 2002 at 02:53:15PM -0500
References: <200201081953.g08JrK5W002225@fishy.sockeye.com>
Message-ID: <20020108120734.B7893@pico.apple.com>

On Tue, Jan 08, 2002 at 02:53:15PM -0500, Bolivar Geraldo wrote:
> I'm running RT 2.0.9.
> 
> I seem to be having a lot of problems working with RT's Web-ui and IE.
> Everything runs smoothly in Netscape, but I get lots of hanging, no
> responses, or having to click multiple times for things to work.  In
> Netscape the recommended browser for RT?
> 


Which versions of Netscape and MSIE are you using?  And on what platform?



I haven't experienced any problems using Netscape 4.7x on Solaris with RT, or
with Mozilla on Mac OS X.  I have run into problems with IE 5 and 5.1 on Mac
OS X with RT, but it's IE's fault IMHO.  Netscape 4.7x on Linux (x86) doesn't
seem to have a problem with RT as well.




-- 

-Grant Miller    grant at pico.apple.com   

 Unix Systems Admin, Engineering Computer Services, Apple Computer




From jesse at bestpractical.com  Tue Jan  8 15:47:19 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 8 Jan 2002 15:47:19 -0500
Subject: [rt-users] WebRT and IE
In-Reply-To: <200201081953.g08JrK5W002225@fishy.sockeye.com>; from bgeraldo@sockeye.com on Tue, Jan 08, 2002 at 02:53:15PM -0500
References: <200201081953.g08JrK5W002225@fishy.sockeye.com>
Message-ID: <20020108154719.Q3768@fsck.com>

I'm going to take a wild guess that you folks are using RT over https. 
There are IE https bugs that there are workarounds for in the apache
config file. you may want to prod there.....

On Tue, Jan 08, 2002 at 02:53:15PM -0500, Bolivar Geraldo wrote:
> I'm running RT 2.0.9.
> 
> I seem to be having a lot of problems working with RT's Web-ui and IE.
> Everything runs smoothly in Netscape, but I get lots of hanging, no
> responses, or having to click multiple times for things to work.  In
> Netscape the recommended browser for RT?
> 
> Bolivar
> -- 
> Bolivar Geraldo (Junior)
> NOC Analyst
> Ph: 617-559-4031
> Cell: 617-699-4315
> E-mail: bgeraldo at sockeye.com
> Pager: bgeraldo-pager at sockeye.com
> 
> Sockeye Networks, Inc.
> 275 Grove St., Suite 1-120
> Newton, MA 02466-2272 



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



From khera at kcilink.com  Tue Jan  8 15:57:49 2002
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 8 Jan 2002 15:57:49 -0500
Subject: [rt-users] WebRT and IE
In-Reply-To: <20020108154719.Q3768@fsck.com>
References: <200201081953.g08JrK5W002225@fishy.sockeye.com>
	<20020108154719.Q3768@fsck.com>
Message-ID: <15419.23885.383283.711337@yertle.kciLink.com>

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

JV> I'm going to take a wild guess that you folks are using RT over https. 
JV> There are IE https bugs that there are workarounds for in the apache
JV> config file. you may want to prod there.....

Even with those, sometimes you need to tell IE to *not* use SSLv3,
depending on the IE version.  It works ok with SSLv2.



From chris at hostorlando.com  Tue Jan  8 16:01:31 2002
From: chris at hostorlando.com (Chris Scott)
Date: Tue, 8 Jan 2002 16:01:31 -0500
Subject: [rt-users] log files
In-Reply-To: <0EFDD4B425B6CE49899DA99A4B37BCA81F7B@server01.staff.sporg.com>
Message-ID: <PLEFLJAKBFLDJNLHNEPHOECPCGAA.chris@hostorlando.com>

Yes, it is the default.

If you want to change it, edit config.pm and change the following line to
suit your purposes and stop and start apache:

$LogToFileNamed = "$LogDir/rt.log.".$$.".".$<; #log to rt.log.<pid>.<user>

NOTE: I haven't actually tried this and don't think it will break anything
but YMMV

--
Chris Scott
Host Orlando, Inc.
http://www.hostorlando.com/

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On
Behalf Of Jeremy Freeman
Sent: Monday, January 07, 2002 2:26 PM
To: 'Rt-Users (E-mail)'
Subject: [rt-users] log files


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

Just curious, is this normal:

I don't seem to be getting a unified rt.log file. Rather I am getting
a directory full of little imcomplete log files. As follows:

<snip>
- -rw-r--r--    1 www-data rt              0 Jan  2 09:53 rt.log.5317.33
- -rw-------    1 www-data www-data        0 Nov 14 10:28 rt.log.5428.0
- -rw-r--r--    1 www-data rt              0 Nov  1 15:35 rt.log.559.33
- -rw-r--r--    1 www-data rt              0 Nov  1 15:42 rt.log.582.33
- -rw-r--r--    1 www-data rt              0 Nov 28 10:42 rt.log.5882.33
- -rw-------    1 www-data www-data        0 Nov 28 11:35 rt.log.6071.0
- -rw-------    1 www-data www-data        0 Nov 15 12:38 rt.log.6185.0
- -rw-------    1 www-data www-data        0 Nov  1 16:10 rt.log.645.0
- -rw-r--r--    1 www-data rt              0 Dec  6 07:54 rt.log.6464.33
- -rw-r--r--    1 www-data rt            156 Nov 15 13:32 rt.log.6465.33
- -rw-r--r--    1 www-data rt            134 Nov 15 13:38 rt.log.6494.33
- -rw-r--r--    1 www-data rt              0 Dec 15 06:56 rt.log.655.33
- -rw-------    1 www-data www-data        0 Nov 28 13:18 rt.log.6625.0
- -rw-------    1 www-data www-data        0 Nov 28 13:20 rt.log.6648.0
- -rw-------    1 www-data www-data        0 Nov 28 13:22 rt.log.6669.0
- -rw-r--r--    1 www-data rt              0 Nov  1 16:10 rt.log.671.33
- -rw-------    1 www-data www-data        0 Nov 28 13:24 rt.log.6711.0
- -rw-r--r--    1 www-data rt              0 Nov 28 13:25 rt.log.6727.33
- -rw-r--r--    1 www-data rt              0 Jan  4 10:16 rt.log.6729.33
- -rw-------    1 www-data www-data     1050 Jan  3 17:49 rt.log.6831.0
- -rw-r--r--    1 www-data rt              0 Dec  6 10:27 rt.log.6925.33
- -rw-r--r--    1 www-data rt              0 Dec  6 11:22 rt.log.7117.33
- -rw-r--r--    1 www-data rt              0 Dec  6 11:32 rt.log.7159.33
- -rw-r--r--    1 www-data rt              0 Jan  2 14:38 rt.log.8665.33
- -rw-r--r--    1 www-data rt              0 Jan  4 12:41 rt.log.9069.33
- -rw-r--r--    1 www-data rt              0 Jan  2 15:24 rt.log.9204.33
- -rw-r--r--    1 www-data rt              0 Dec  6 23:01 rt.log.9218.33
- -rw-r--r--    1 www-data rt              0 Jan  2 15:49 rt.log.9417.33
- -rw-r--r--    1 www-data rt              0 Jan  4 13:44 rt.log.9895.33
- -rw-r--r--    1 www-data rt              0 Jan  4 13:48 rt.log.9912.33
<snip>

It makes it hard to track down problems....

- --
Jeremy

-----BEGIN PGP SIGNATURE-----
Version: PGPfreeware 6.0.2i

iQA/AwUBPDn2UsWSutURApyZEQLlOACgtJefhIha4Iootbe1fuslqOzq1NMAniFD
oGa1+Vas9e+Bjbkro/Xu0mIG
=uLw4
-----END PGP SIGNATURE-----




From ehults at paydata.com  Tue Jan  8 16:52:09 2002
From: ehults at paydata.com (Bill Hults)
Date: Tue, 8 Jan 2002 16:52:09 -0500
Subject: [rt-users] Mason error
Message-ID: <NGBBJEFOOLPECFHGJLOIEEOMCAAA.ehults@paydata.com>

Hi
This is a new install on Linux. I seem to have all modules installed but get
the following error upon startup.

error in file:
/usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Parser.pm
line 1140:
mkdir /opt/rt2/WebRT/data/obj: Permission denied

context: ...
1136:
if (!-f $object_file) {
1137:
my ($dirname) = dirname($object_file);
1138:
if (!-d $dirname) {
1139:
unlink($dirname) if (-e $dirname);
1140:
push(@newfiles,mkpath($dirname,0,0775));
1141:
die "Couldn't create directory $dirname: $!" if (!-d $dirname);
1142:
}
1143:
rmtree($object_file) if (-d $object_file);
1144:
}

I've checked ownership & permissions & tried deleting the directory with no
success.
Any thoughts?
TIA

Bill Hults
IS Director
Paydata Payroll Services
(802)655-6160 X164




From mwatson at netspace.net.au  Tue Jan  8 17:56:13 2002
From: mwatson at netspace.net.au (Mat)
Date: Wed, 9 Jan 2002 09:56:13 +1100
Subject: [rt-users] Memory leak
In-Reply-To: <20020107192927.D3768@fsck.com>
Message-ID: <IAECIBNIPGKFNINKNHNNCEIMCFAA.mwatson@netspace.net.au>

Hey.

Its very reproducable, It happens at the exact same time as the possible bug
I mentioned in devel. eg, when a user changes the queue for a ticket, from a
queue he can see (obviously) to a queue he cannot see.. The browser just
hangs and hangs (opera and IE6), and the httpd process for that user sky
rockets from about 20mb to ~250 mb (where it suddenly starts hitting
swapspace).

I've currently got apache set reasonably strict as far as connections go,
the main issue comes when uses think "oh this isn't working, i'll press
refresh" , which just starts up another big ugly httpd.


>
> I've run test databases double that size without seeing any sort
> of leakage
> like that.  How easily reproducable is that memory leakage? How long does
> it take to get that big?  Do processes just constantly grow, or do
> they grow and shrink?  One quick fix is to configure your apache to reap
> processes after a smaller number of connections. (How do you have it tuned
> now?)
>
> --
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.




From travis.campbell at amd.com  Tue Jan  8 18:00:12 2002
From: travis.campbell at amd.com (Travis Campbell)
Date: Tue, 8 Jan 2002 17:00:12 -0600
Subject: [rt-users] Creating scrips without specifying templates
Message-ID: <20020108170009.A3419@beast.amd.com>

I've created a scrip that sets a ticket status to Open when given to someone.
Since there is no need for this scrip to send anything to the Watchers, why do
I need to specify a template during scrip creation?

It doesn't look like this hurts anything; just a bit annoying.  (I know, I
know, patches are always welcome ;-)

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 sean at thirteen.net  Tue Jan  8 18:08:27 2002
From: sean at thirteen.net (Sean Hussey)
Date: Tue, 08 Jan 2002 18:08:27 -0500
Subject: [rt-users] New installation problem
In-Reply-To: <15419.11601.684440.167143@onceler.kciLink.com>
References: <5.1.0.14.0.20020108121758.0393df90@thirteen.net>
 <5.1.0.14.0.20020108121758.0393df90@thirteen.net>
Message-ID: <5.1.0.14.0.20020108180739.02f6dcd0@thirteen.net>

Turns out the problem was deeper than that.  The admin was gracefully 
reloading Apache configs, not restarting the server to flush the 
cache.  Once I got him to do that, all was well.

Thanks very much!

Sean

At 12:33 PM 1/8/2002 -0500, Vivek Khera wrote:
> >>>>> "SH" == Sean Hussey <sean at thirteen.net> writes:
>
>SH> [Tue Jan  8 09:57:32 2002] [error] RT Couldn't write to session directory
>SH> '/web/mako/docs/rt2/WebRT/sessiondata'. Check that this directory's
>SH> permissions are correct. at /web/mako/docs/rt2/bin/webmux.pl line 152.
>
>In the rt2/bin/webmux.pl script, near the end where this error message
>appears (obviously line 152), change the code to read from this:
>
>           else {
>              die "RT Couldn't write to session directory 
> '$RT::MasonSessionDir'.
>  Check that this directory's permissions are correct.";
>           }
>
>
>to read like this:
>
>           else {
>              die "RT Couldn't write to session directory 
> '$RT::MasonSessionDir'.
>  Check that this directory's permissions are correct. $@";
>           }
>
>
>All I did was stick the $@ to the end of the error message.  This will
>display the original error that triggered the warning in the log.  Now
>stop and start apache and try it again to see what the error *really*
>is.
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users





From sean at thirteen.net  Tue Jan  8 18:21:40 2002
From: sean at thirteen.net (Sean Hussey)
Date: Tue, 08 Jan 2002 18:21:40 -0500
Subject: [rt-users] Differences between 2.0.9 and 2.0.11?
Message-ID: <5.1.0.14.0.20020108181718.02fdb0e0@thirteen.net>

Hi everyone,

I just realized that my admin installed 2.0.9 instead of 2.0.11.  Is there 
a huge reason I should push for an upgrade, or is something big coming 
around the corner that I should wait for?

Note that my admin is akin to a BOFH, so asking too much gets me nada.

Thanks for the help!

Sean




From jesse at bestpractical.com  Tue Jan  8 18:29:04 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 8 Jan 2002 18:29:04 -0500
Subject: [rt-users] Differences between 2.0.9 and 2.0.11?
In-Reply-To: <5.1.0.14.0.20020108181718.02fdb0e0@thirteen.net>; from sean@thirteen.net on Tue, Jan 08, 2002 at 06:21:40PM -0500
References: <5.1.0.14.0.20020108181718.02fdb0e0@thirteen.net>
Message-ID: <20020108182904.V3768@fsck.com>

There was a fair amount of work between the releases. 2.0.11 was a minor
bug fix release. 2.0.10 was the biggie.

http://lists.fsck.com/pipermail/rt-announce/2001-December/000037.html


On Tue, Jan 08, 2002 at 06:21:40PM -0500, Sean Hussey wrote:
> Hi everyone,
> 
> I just realized that my admin installed 2.0.9 instead of 2.0.11.  Is there 
> a huge reason I should push for an upgrade, or is something big coming 
> around the corner that I should wait for?
> 
> Note that my admin is akin to a BOFH, so asking too much gets me nada.
> 
> Thanks for the help!
> 
> Sean
> 
> 
> _______________________________________________
> 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 mwatson at netspace.net.au  Tue Jan  8 19:00:09 2002
From: mwatson at netspace.net.au (Matthew Watson)
Date: Wed, 9 Jan 2002 11:00:09 +1100
Subject: [rt-users] Mason error
In-Reply-To: <NGBBJEFOOLPECFHGJLOIEEOMCAAA.ehults@paydata.com>
Message-ID: <FCEEINDILJOBHBHAPOJPMENMCDAA.mwatson@netspace.net.au>

your webserver doesn't have permission to write to that directory, which it
needs to. The directory it needs to be able write to is /opt/rt2/WebRT/data

Hope this helps.


-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Bill Hults
Sent: Wednesday, 9 January 2002 8:52 AM
To: rt-users
Subject: [rt-users] Mason error


Hi
This is a new install on Linux. I seem to have all modules installed but get
the following error upon startup.

error in file:
/usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Parser.pm
line 1140:
mkdir /opt/rt2/WebRT/data/obj: Permission denied

context: ...
1136:
if (!-f $object_file) {
1137:
my ($dirname) = dirname($object_file);
1138:
if (!-d $dirname) {
1139:
unlink($dirname) if (-e $dirname);
1140:
push(@newfiles,mkpath($dirname,0,0775));
1141:
die "Couldn't create directory $dirname: $!" if (!-d $dirname);
1142:
}
1143:
rmtree($object_file) if (-d $object_file);
1144:
}

I've checked ownership & permissions & tried deleting the directory with no
success.
Any thoughts?
TIA

Bill Hults
IS Director
Paydata Payroll Services
(802)655-6160 X164


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




From darrinw at nixc.net  Tue Jan  8 19:40:22 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Tue, 8 Jan 2002 19:40:22 -0500
Subject: [rt-users] Current Logged in Users
Message-ID: <20020108194022.D261@nixc.net>

Is there a way to display what users are currently logged into RT?  Does
RT maintain some type of list for this purpose, or not?

thanks,
darrin




From jesse at bestpractical.com  Tue Jan  8 19:48:23 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 8 Jan 2002 19:48:23 -0500
Subject: [rt-users] Current Logged in Users
In-Reply-To: <20020108194022.D261@nixc.net>; from darrinw@nixc.net on Tue, Jan 08, 2002 at 07:40:22PM -0500
References: <20020108194022.D261@nixc.net>
Message-ID: <20020108194823.W3768@fsck.com>

Not really, no.

On Tue, Jan 08, 2002 at 07:40:22PM -0500, Darrin Walton wrote:
> Is there a way to display what users are currently logged into RT?  Does
> RT maintain some type of list for this purpose, or not?
> 
> thanks,
> darrin
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From flo at fxb.de  Tue Jan  8 21:07:46 2002
From: flo at fxb.de (Florian Bischof)
Date: 09 Jan 2002 03:07:46 +0100
Subject: [rt-users] merging resolved and new ticket
Message-ID: <1010542066.10465.10.camel@schiri>

Bug or feature?

If I merge a new ticket with an old resolved one, the ticket status of
the merged ticket will be "resolved".

I would except that the merged ticket inherits the status of the newer
ticket.

Thanks a lot 

--Florian






From jesse at bestpractical.com  Tue Jan  8 21:14:32 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 8 Jan 2002 21:14:32 -0500
Subject: [rt-users] merging resolved and new ticket
In-Reply-To: <1010542066.10465.10.camel@schiri>; from flo@fxb.de on Wed, Jan 09, 2002 at 03:07:46AM +0100
References: <1010542066.10465.10.camel@schiri>
Message-ID: <20020108211432.C3768@fsck.com>

Generally, the ticket should be picking up the attributes of the ticket
that was being merged _into_

	Jesse


On Wed, Jan 09, 2002 at 03:07:46AM +0100, Florian Bischof wrote:
> Bug or feature?
> 
> If I merge a new ticket with an old resolved one, the ticket status of
> the merged ticket will be "resolved".
> 
> I would except that the merged ticket inherits the status of the newer
> ticket.
> 
> Thanks a lot 
> 
> --Florian
> 
> 
> 
> 
> _______________________________________________
> 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 bruce_campbell at ripe.net  Wed Jan  9 08:30:38 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 9 Jan 2002 14:30:38 +0100 (CET)
Subject: [rt-users] Using RT with replicated databases.
Message-ID: <Pine.LNX.4.31.0201091355310.23554-100000@x22.ripe.net>

This is possibly more of a feature request, but its more to see what
people make of it.

My current setup has two SQL servers (SQL-1 and SQL-2) which 'know' about
the RT2 database due to the nifty MySQL replication feature.

Currently, RT only knows about one of them (SQL-1) in its config file, and
directs all queries and updates to this one server.

What I'd like to do is to designate one server (SQL-2) as the query
server, adn have all updates go to the other one (SQL-1).  Is this
possible, or a 'good' thing to do?

-- 
                             Bruce Campbell                            RIPE
                                                                        NCC
                                                                 Operations





From joel at webbgroup.net  Wed Jan  9 09:02:41 2002
From: joel at webbgroup.net (Joel Webb)
Date: Wed, 09 Jan 2002 14:02:41 +0000
Subject: [rt-users] Pros Only - Install Problem
Message-ID: <20020109.Ij3.70853200@www.webbgroup.net>

Adam,

What file has the mysql.acl in it?? I am looking at the insertdata file but I don't
see what lines you are talking about.


>I rewrote the mysql.acl script such
>that the first two lines of the template script were commneted out or
>deleted from the script. This will allow the third line which grants
>permissions to the rt_user in the database to run. In mysql acl scripts if
>any previous line fails the script exits and does not run subsequent
>lines. You must edit the template script thought becvause if you edit only
>the actual script run,

If you are talking about the initacls.mysql SHELL script. That particular script
looks like it is used many times by the perl instal script to make changes to the
MYSQL database. The "first two lines" in that script are variables so I don't know
which scripts to edit. Can you tell me the script name and the line numbers??
That would be great if you could do that.


>Adam
>
>On Tue, 8 Jan 2002, Joel Webb wrote:
>
>> I am using mysql for my database backend.
>>
>> Installs aren't normally this complicated for people who have been using mysql.
>> Normally the installs are like this
>>
>> >mysql -u root rt2 -p < rt2databasesetup
>>
>> Then in the rt2databasesetup is all the commands that would be
>> used to setup the database initially. I like the perl script, that helps, but
>> maintainance wise is a bear.
>>
>> Let me know what you guys think. I have already installed the script half-way and
>> then started checking the permissions inside mysql outside of the script.Sort of
>> pausing where I am and checking to see if the script works on the backend. But I
>> couldn't see the new user or anything. Any help is appreciated.
>>
>> >> cp etc/acl.mysql '//opt/rt2/etc/acl.mysql'
>> >-Jam
>> >> /usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
>> >>                         s'!!DB_HOST!!'"localhost"'g;\
>> >>                         s'!!DB_RT_PASS!!'"myrt4m3       "'g;\
>> >>                         s'!!DB_RT_HOST!!'"localhost"'g;\
>> >>                         s'!!DB_RT_USER!!'"rt_user"'g;\
>> >>                         s'!!DB_DATABASE!!'"rt2"'g;" //opt/rt2/etc/acl.mysql
>> >> Substitution replacement not terminated at -e line 1.
>> >> make: *** [acls] Error 255
>> --
>> Respectfully,
>>
>> Joel Webb
>> WebbGroup Network Systems LLC
>> www.webbgroup.net
>> 336.841.7241
>>
>>
>
>--
>
>Sincerely,
>-James Adam Sigler-
>
>
>
>James Adam Sigler
>Research Scientist
>College of Computing
>Georgia Tech
>Phone: 404-385-0391
>Office: CoC 211
>Email: hollow1 at cc.gatech.edu
>
>
--
Respectfully,

Joel Webb
WebbGroup Network Systems LLC
www.webbgroup.net
336.841.7241





From andreas.kruthoff at softwired-inc.com  Wed Jan  9 10:25:46 2002
From: andreas.kruthoff at softwired-inc.com (Andreas Kruthoff)
Date: Wed, 9 Jan 2002 16:25:46 +0100
Subject: [rt-users] root password lost
Message-ID: <200201091525.g09FPko20036@pegasus.dmz.softwired.ch>

Hi

I changed the root password with the web interface and can't remember it. Now 
I'm unable to login as the administrator. Setting another password in the 
mySQL db rt2.Users didn't help, setting an empty password or 'NULL' didn't 
help, too. What can I do?

Any help is kindly welcome,

-andreas



From andreas.kruthoff at softwired-inc.com  Wed Jan  9 10:37:49 2002
From: andreas.kruthoff at softwired-inc.com (Andreas Kruthoff)
Date: Wed, 9 Jan 2002 16:37:49 +0100
Subject: [rt-users] root password lost
In-Reply-To: <200201091525.g09FPko20036@pegasus.dmz.softwired.ch>
References: <200201091525.g09FPko20036@pegasus.dmz.softwired.ch>
Message-ID: <200201091537.g09Fbno20214@pegasus.dmz.softwired.ch>

And I solved it right now thanks to the cli!
pegasus:/var/lib/rt2/bin # ./rtadmin --help --user root --password fooBAR
User root Password: The new value has been set.
pegasus:/var/lib/rt2/bin #

have fun,

-andreas


On Wednesday 09 January 2002 16:25, Andreas Kruthoff wrote:
> Hi
>
> I changed the root password with the web interface and can't remember it.
> Now I'm unable to login as the administrator. Setting another password in
> the mySQL db rt2.Users didn't help, setting an empty password or 'NULL'
> didn't help, too. What can I do?
>
> Any help is kindly welcome,
>
> -andreas
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From dneedham at pbo.net  Wed Jan  9 10:50:39 2002
From: dneedham at pbo.net (Doug Needham)
Date: Wed, 09 Jan 2002 10:50:39 -0500
Subject: [rt-users] configuration
Message-ID: <5.1.0.14.0.20020109104859.01d8f4d0@pop.va.prestige.net>

anyone running with a configuration of :
perl 5.6.1
mod_perl 1.26
apache 1.3.22

with rt-2.0.11 ?

I have this configuraion and am curious if anyone else having any problems 
with it?




From darrinw at nixc.net  Wed Jan  9 10:55:56 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Wed, 9 Jan 2002 10:55:56 -0500
Subject: [rt-users] configuration
In-Reply-To: <5.1.0.14.0.20020109104859.01d8f4d0@pop.va.prestige.net>; from dneedham@pbo.net on Wed, Jan 09, 2002 at 10:50:39AM -0500
References: <5.1.0.14.0.20020109104859.01d8f4d0@pop.va.prestige.net>
Message-ID: <20020109105556.F261@nixc.net>

  |+ anyone running with a configuration of :
  |+ perl 5.6.1
  |+ mod_perl 1.26
  |+ apache 1.3.22
  |+ 
  |+ with rt-2.0.11 ?
  |+ 
  |+ I have this configuraion and am curious if anyone else having any problems 
  |+ with it?

Could you be a little more detailed, as with regards to the problems you
are seeing.

Also, do you have mod_perl compiled as a DSO?




From gaoxiang at hbt.com.cn  Wed Jan  9 05:26:40 2002
From: gaoxiang at hbt.com.cn (=?GB2312?B?uN/P6A==?=)
Date: Wed, 9 Jan 2002 18:26:40 +0800 
Subject: [rt-users] help for troubleshooting??
Message-ID: <EB3D9A8EE0C5D411BA1B00B0D0220682045422D0@MAILSERVER>

Hey, buddy
 
I'm a newer for RT from Chinese. I hear that RT is a effectively tools for
tracking tasks, so I want to try it. :-)
 
I searched for the relational ebooks and documents, but I couldn't find any
detail document for RT v2.0. I'm so disappointment since so many functions
were understood correctly from me. So I NEED HELP! Would you tell me where I
can find these relational materials?
 
Also, please tell me the meaning of all the rights including following
below:
 AdminGroups
 AdminKeywordSelects
 AdminKeywords
 AdminQueue
 AdminUsers
 CommentOnTicket
 CreateTicket
 DeleteTicket
 ModifyACL
 ModifyQueueWatchers
 ModifyScrips
 ModifySelf
 ModifyTemplate
 ModifyTicket
 OwnTicket
 ReplyToTicket
 SeeQueue
 ShowACL
 ShowScrips
 ShowTemplate
 ShowTicket
 ShowTicketComments
 SuperUser
 Watch
 WatchAsAdminCc
 
I will be apreciated if you can explain for me and that would be great
helpful for me. :-)
 
 
Looking forward to your reply
and warmly regards,
 
Grace Gao 

Beijing BUTP Whole Wise Telecom Co,. Ltd 
Tel: (+8610) 82026655-2256 
Fax: (+8610) 62010678 
Email: Gaoxiang at hbt.com.cn 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020109/747f7d1b/attachment.htm>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: ????.jpg
Type: image/jpeg
Size: 5675 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020109/747f7d1b/attachment.jpg>

From mathew at osogrande.com  Thu Jan 10 03:17:56 2002
From: mathew at osogrande.com (Mathew Anderson)
Date: Thu, 10 Jan 2002 01:17:56 -0700 (MST)
Subject: [rt-users] minor rt2 errors
Message-ID: <Pine.LNX.4.33.0201100116240.28407-100000@dhcp175>

Hello all!  We have moved from an older version of rt to rt2  wow.. nice 
web interface.

Rt 2.0.9 is th version, it is running on a redhat 7.2 box.  With qmail as 
the mailer.

here is what the mail logs are telling me:

@400000003c3c14cf276a0cbc delivery 48: success: 
No_permission_to_create_tickets_in_the_queue_'general'.qmail-inject:_fatal:
_unable_to_parse_this_line:/From:_RT::CorrespondAddress.not.set/Create_failed:
_0_/_0_/_No_permission_to_create_tickets_in_the_queue_'general'._did_0+0+1/
@400000003c3c14cf2a41b214 status: local 0/10 remote 0/20

any ideas?

thanks!

-Mathew






From krikke at macatawa.org  Wed Jan  9 11:42:13 2002
From: krikke at macatawa.org (Josh Krikke)
Date: Wed, 9 Jan 2002 11:42:13 -0500
Subject: [rt-users] configuration
In-Reply-To: <5.1.0.14.0.20020109104859.01d8f4d0@pop.va.prestige.net>
References: <5.1.0.14.0.20020109104859.01d8f4d0@pop.va.prestige.net>
Message-ID: <E16OLnq-0000fD-00@localhost>

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

I'm running those versions and have no problems.

What problems do you have?  We can't help you if you don't get specific.

On Wednesday 09 January 2002 10:50 am, Doug Needham wrote:
> anyone running with a configuration of :
> perl 5.6.1
> mod_perl 1.26
> apache 1.3.22
>
> with rt-2.0.11 ?
>
> I have this configuraion and am curious if anyone else having any problems
> with it?
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users

- -- 
Josh Krikke	krikke at macatwa.org
MacNet Sysadmin	Holland, MI
GnuPG Fingerprint:  AC6F 13AC F945 CC45 BDFC 509E 8F41 9549 64DD 95DB
My public key  http://pgp.mit.edu:11371/pks/lookup?op=get&search=0x64DD95DB
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.0.6 (GNU/Linux)
Comment: For info see http://www.gnupg.org

iD8DBQE8PHLlj0GVSWTdldsRAtCJAJwKx4M3N3Xw2rWlhG1xGsLEh4xjQwCfYZaY
WnpceMGMeEjeZJpNR11HliQ=
=KGSK
-----END PGP SIGNATURE-----



From annis at biostat.wisc.edu  Wed Jan  9 12:13:09 2002
From: annis at biostat.wisc.edu (William Annis)
Date: Wed, 9 Jan 2002 11:13:09 -0600 (CST)
Subject: [rt-users] "Can't bind unknown placeholder" error solved by awful hack.
Message-ID: <200201091713.g09HD9w07406@wazor.biostat.wisc.edu>

For all the recent versions of RT2 I have been unable to get the auto
responder to work at all (using mod_perl, rather than fast_cgi).  I'd
get a nasty-gram from sendmail with this message:

   ----- Transcript of session follows -----
Can't bind unknown placeholder '9' at /loc/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 320, <STDIN> line 10.
554 5.3.0 "|/home/mesarthim/rt2/bin/rt-mailgate --queue general --action correspond"... unknown mailer error 255

   ----- Original message follows -----

After a lot of digging around, I found out that if you turn debugging
on, the error goes away.  Sure enough, when I put this: 

        DBI->trace(2, '/dev/null');
        sub SimpleQuery { 

at line 303 of DBIx/SearchBuilder/Handle.pm, the problem goes away.

I have no idea what this means.  But it works.

-- 
William Annis  -  System Administrator -  Biomedical Computing Group
"When men are inhuman, take care not to feel towards them as they do
towards other humans."                       Marcus Aurelius  VII.65



From steve at Inet-technologies.com  Wed Jan  9 13:43:45 2002
From: steve at Inet-technologies.com (Steve Poirier)
Date: Wed, 9 Jan 2002 13:43:45 -0500
Subject: [rt-users] minor rt2 errors
References: <Pine.LNX.4.33.0201100116240.28407-100000@dhcp175>
Message-ID: <014201c1993d$91cbec80$35ec47d1@Steve>

Hello Mathew,

:_RT::CorrespondAddress.not.set
is listed in your error message, its in etc/config.pm

Also make sure you correctly configured rights in the web interface
__
Steve Poirier


----- Original Message -----
From: "Mathew Anderson" <mathew at osogrande.com>
To: <rt-users at lists.fsck.com>
Sent: January 10, 2002 03:17
Subject: [rt-users] minor rt2 errors


>
> Hello all!  We have moved from an older version of rt to rt2  wow.. nice
> web interface.
>
> Rt 2.0.9 is th version, it is running on a redhat 7.2 box.  With qmail as
> the mailer.
>
> here is what the mail logs are telling me:
>
> @400000003c3c14cf276a0cbc delivery 48: success:
>
No_permission_to_create_tickets_in_the_queue_'general'.qmail-inject:_fatal:
>
_unable_to_parse_this_line:/From:_RT::CorrespondAddress.not.set/Create_faile
d:
>
_0_/_0_/_No_permission_to_create_tickets_in_the_queue_'general'._did_0+0+1/
> @400000003c3c14cf2a41b214 status: local 0/10 remote 0/20
>
> any ideas?
>
> thanks!
>
> -Mathew
>
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From hollow1 at cc.gatech.edu  Wed Jan  9 13:57:24 2002
From: hollow1 at cc.gatech.edu (James Adam Sigler)
Date: Wed, 9 Jan 2002 13:57:24 -0500
Subject: [rt-users] Pros Only - Install Problem
In-Reply-To: <20020109.Ij3.70853200@www.webbgroup.net>
Message-ID: <Pine.SGI.4.21.0201091355410.7135-100000@babs.cc.gatech.edu>

Joel,

	Before compiling remove the first two lines of the acl.mysql 
script in rt_directory(unzipped from distribution and Makefile
edited)/etc. Try that and let me know if it works.


		Sincerely,					
			-James Adam Sigler-



James Adam Sigler
Research Scientist
College of Computing
Georgia Tech
Phone: 404-385-0391
Office: CoC 211
Email: hollow1 at cc.gatech.edu


On Wed, 9 Jan 2002, Joel Webb wrote:

> Adam,
> 
> What file has the mysql.acl in it?? I am looking at the insertdata file but I don't
> see what lines you are talking about.
> 
> 
> >I rewrote the mysql.acl script such
> >that the first two lines of the template script were commneted out or
> >deleted from the script. This will allow the third line which grants
> >permissions to the rt_user in the database to run. In mysql acl scripts if
> >any previous line fails the script exits and does not run subsequent
> >lines. You must edit the template script thought becvause if you edit only
> >the actual script run,
> 
> If you are talking about the initacls.mysql SHELL script. That particular script
> looks like it is used many times by the perl instal script to make changes to the
> MYSQL database. The "first two lines" in that script are variables so I don't know
> which scripts to edit. Can you tell me the script name and the line numbers??
> That would be great if you could do that.
> 
> 
> >Adam
> >
> >On Tue, 8 Jan 2002, Joel Webb wrote:
> >
> >> I am using mysql for my database backend.
> >>
> >> Installs aren't normally this complicated for people who have been using mysql.
> >> Normally the installs are like this
> >>
> >> >mysql -u root rt2 -p < rt2databasesetup
> >>
> >> Then in the rt2databasesetup is all the commands that would be
> >> used to setup the database initially. I like the perl script, that helps, but
> >> maintainance wise is a bear.
> >>
> >> Let me know what you guys think. I have already installed the script half-way and
> >> then started checking the permissions inside mysql outside of the script.Sort of
> >> pausing where I am and checking to see if the script works on the backend. But I
> >> couldn't see the new user or anything. Any help is appreciated.
> >>
> >> >> cp etc/acl.mysql '//opt/rt2/etc/acl.mysql'
> >> >-Jam
> >> >> /usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
> >> >>                         s'!!DB_HOST!!'"localhost"'g;\
> >> >>                         s'!!DB_RT_PASS!!'"myrt4m3       "'g;\
> >> >>                         s'!!DB_RT_HOST!!'"localhost"'g;\
> >> >>                         s'!!DB_RT_USER!!'"rt_user"'g;\
> >> >>                         s'!!DB_DATABASE!!'"rt2"'g;" //opt/rt2/etc/acl.mysql
> >> >> Substitution replacement not terminated at -e line 1.
> >> >> make: *** [acls] Error 255
> >> --
> >> Respectfully,
> >>
> >> Joel Webb
> >> WebbGroup Network Systems LLC
> >> www.webbgroup.net
> >> 336.841.7241
> >>
> >>
> >
> >--
> >
> >Sincerely,
> >-James Adam Sigler-
> >
> >
> >
> >James Adam Sigler
> >Research Scientist
> >College of Computing
> >Georgia Tech
> >Phone: 404-385-0391
> >Office: CoC 211
> >Email: hollow1 at cc.gatech.edu
> >
> >
> --
> Respectfully,
> 
> Joel Webb
> WebbGroup Network Systems LLC
> www.webbgroup.net
> 336.841.7241
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 




From mwatson at netspace.net.au  Wed Jan  9 14:39:55 2002
From: mwatson at netspace.net.au (Mat)
Date: Thu, 10 Jan 2002 06:39:55 +1100
Subject: [rt-users] minor rt2 errors
In-Reply-To: <014201c1993d$91cbec80$35ec47d1@Steve>
Message-ID: <IAECIBNIPGKFNINKNHNNOEJPCFAA.mwatson@netspace.net.au>

Hi,

 This really sounds like you just havent got granted the right
"CreateTicket" to everyone for your general queue. You will probably also
want "ReplyToTicket" for everyone as well, otherwise they wont be able too
:)

Mat.


> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Steve Poirier
> Sent: Thursday, 10 January 2002 5:44 AM
> To: Mathew Anderson
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] minor rt2 errors
>
>
> Hello Mathew,
>
> :_RT::CorrespondAddress.not.set
> is listed in your error message, its in etc/config.pm
>
> Also make sure you correctly configured rights in the web interface
> __
> Steve Poirier
>
>
> ----- Original Message -----
> From: "Mathew Anderson" <mathew at osogrande.com>
> To: <rt-users at lists.fsck.com>
> Sent: January 10, 2002 03:17
> Subject: [rt-users] minor rt2 errors
>
>
> >
> > Hello all!  We have moved from an older version of rt to rt2  wow.. nice
> > web interface.
> >
> > Rt 2.0.9 is th version, it is running on a redhat 7.2 box.
> With qmail as
> > the mailer.
> >
> > here is what the mail logs are telling me:
> >
> > @400000003c3c14cf276a0cbc delivery 48: success:
> >
> No_permission_to_create_tickets_in_the_queue_'general'.qmail-injec
> t:_fatal:
> >
> _unable_to_parse_this_line:/From:_RT::CorrespondAddress.not.set/Cr
> eate_faile
> d:
> >
> _0_/_0_/_No_permission_to_create_tickets_in_the_queue_'general'._d
> id_0+0+1/
> > @400000003c3c14cf2a41b214 status: local 0/10 remote 0/20
> >
> > any ideas?
> >
> > thanks!
> >
> > -Mathew
> >
> >
> >
> >
> > _______________________________________________
> > 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 blair at orcaware.com  Wed Jan  9 14:31:35 2002
From: blair at orcaware.com (Blair Zajac)
Date: Wed, 09 Jan 2002 11:31:35 -0800
Subject: [rt-users] Adding {$Transaction->Content()} to Resolved Template does not work
Message-ID: <3C3C9A97.F138AF94@orcaware.com>

When I add

	{$Transaction->Content()}

to the default Resolved Template to have the resolve message sent to the
requester, nothing additional is added to the email, the only thing I get is
the normal text.

How does one work around this?  Is this a bug?

Best,
Blair

-- 
Blair Zajac <blair at orcaware.com>
Web and OS performance plots - http://www.orcaware.com/orca/



From jesse at bestpractical.com  Wed Jan  9 15:28:15 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 9 Jan 2002 15:28:15 -0500
Subject: [rt-users] Adding {$Transaction->Content()} to Resolved Template does not work
In-Reply-To: <3C3C9A97.F138AF94@orcaware.com>; from blair@orcaware.com on Wed, Jan 09, 2002 at 11:31:35AM -0800
References: <3C3C9A97.F138AF94@orcaware.com>
Message-ID: <20020109152815.L3768@fsck.com>



On Wed, Jan 09, 2002 at 11:31:35AM -0800, Blair Zajac wrote:
> When I add
> 
> 	{$Transaction->Content()}
> 
> to the default Resolved Template to have the resolve message sent to the
> requester, nothing additional is added to the email, the only thing I get is
> the normal text.

If you take a look, you'll note that the comment or correspondence is a 
seperate transaction. You'll want do something like take $Ticket->Transactions,
limit it to corresondence and then pull the content of the last one..


 
> How does one work around this?  Is this a bug?

It's by design. It's design that I'm considering the best way to rework ;)

Thanks,
Jesse

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



From blair at orcaware.com  Wed Jan  9 16:46:25 2002
From: blair at orcaware.com (Blair Zajac)
Date: Wed, 09 Jan 2002 13:46:25 -0800
Subject: [rt-users] Adding {$Transaction->Content()} to Resolved Template 
 does not work
References: <3C3C9A97.F138AF94@orcaware.com> <20020109152815.L3768@fsck.com>
Message-ID: <3C3CBA31.BD16884C@orcaware.com>

Jesse Vincent wrote:
> 
> On Wed, Jan 09, 2002 at 11:31:35AM -0800, Blair Zajac wrote:
> > When I add
> >
> >       {$Transaction->Content()}
> >
> > to the default Resolved Template to have the resolve message sent to the
> > requester, nothing additional is added to the email, the only thing I get is
> > the normal text.
> 
> If you take a look, you'll note that the comment or correspondence is a
> seperate transaction. You'll want do something like take $Ticket->Transactions,
> limit it to corresondence and then pull the content of the last one..

How does one write complicated code in a Scrip?  Trying something like

    { join(" ", keys %\{$Ticket->Transactions\} )

and protecting each { } gets old after a while?

Also, how does one append to the output buffer in the right order?  If you
use something like

{ for my $i (1..10) \{
 print "$i<br>\n";
\} }

then the numbers are sent to the browser even before the HTTP headers are.

Best,
Blair

> 
> 
> > How does one work around this?  Is this a bug?
> 
> It's by design. It's design that I'm considering the best way to rework ;)
> 
> Thanks,
> Jesse
> 
> --
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.

-- 
Blair Zajac <blair at orcaware.com>
Web and OS performance plots - http://www.orcaware.com/orca/



From jesse at bestpractical.com  Wed Jan  9 16:51:46 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 9 Jan 2002 16:51:46 -0500
Subject: [rt-users] Adding {$Transaction->Content()} to Resolved Template does not work
In-Reply-To: <3C3CBA31.BD16884C@orcaware.com>; from blair@orcaware.com on Wed, Jan 09, 2002 at 01:46:25PM -0800
References: <3C3C9A97.F138AF94@orcaware.com> <20020109152815.L3768@fsck.com> <3C3CBA31.BD16884C@orcaware.com>
Message-ID: <20020109165146.S3768@fsck.com>

It's a Text::Template.

perldoc Text::Template should tell you what you need to know about it.


On Wed, Jan 09, 2002 at 01:46:25PM -0800, Blair Zajac wrote:
> Jesse Vincent wrote:
> > 
> > On Wed, Jan 09, 2002 at 11:31:35AM -0800, Blair Zajac wrote:
> > > When I add
> > >
> > >       {$Transaction->Content()}
> > >
> > > to the default Resolved Template to have the resolve message sent to the
> > > requester, nothing additional is added to the email, the only thing I get is
> > > the normal text.
> > 
> > If you take a look, you'll note that the comment or correspondence is a
> > seperate transaction. You'll want do something like take $Ticket->Transactions,
> > limit it to corresondence and then pull the content of the last one..
> 
> How does one write complicated code in a Scrip?  Trying something like
> 
>     { join(" ", keys %\{$Ticket->Transactions\} )
> 
> and protecting each { } gets old after a while?
> 
> Also, how does one append to the output buffer in the right order?  If you
> use something like
> 
> { for my $i (1..10) \{
>  print "$i<br>\n";
> \} }
> 
> then the numbers are sent to the browser even before the HTTP headers are.
> 
> Best,
> Blair
> 
> > 
> > 
> > > How does one work around this?  Is this a bug?
> > 
> > It's by design. It's design that I'm considering the best way to rework ;)
> > 
> > Thanks,
> > Jesse
> > 
> > --
> > http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> 
> -- 
> Blair Zajac <blair at orcaware.com>
> Web and OS performance plots - http://www.orcaware.com/orca/
> 

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



From blair at orcaware.com  Wed Jan  9 18:28:49 2002
From: blair at orcaware.com (Blair Zajac)
Date: Wed, 09 Jan 2002 15:28:49 -0800
Subject: [rt-users] Adding {$Transaction->Content()} to Resolved Template 
 does not work
References: <3C3C9A97.F138AF94@orcaware.com> <20020109152815.L3768@fsck.com> <3C3CBA31.BD16884C@orcaware.com> <20020109165146.S3768@fsck.com>
Message-ID: <3C3CD231.C930C3EA@orcaware.com>

Here's the new version of the Resolved Template that prints the correspondence
(if any) that went into resolving the ticket.

If there's a simpler or better way of accomplishing this, please let me
know.

Best,
Blair

-- 
Blair Zajac <blair at orcaware.com>
Web and OS performance plots - http://www.orcaware.com/orca/




Subject: Ticket Resolved: {$Ticket->Subject}

Greetings,

The issue regarding

        "{$Ticket->Subject()}",

has been resolved.  If you have any further questions or concerns,
please respond to this message.

{
  my $resolved_transaction;
  my $Transactions = $Ticket->Transactions;
  while (my $Transaction = $Transactions->Next) {
    if ($Transaction->Type eq 'Correspond') {
      $resolved_transaction = $Transaction;
    } elsif (!$Transactions->IsLast) {      
      $resolved_transaction = undef;
    }
  }

  my $resolved_message = '';

  if ($resolved_transaction) {
    my $attachments = $resolved_transaction->Attachments;
    $attachments->GotoFirstItem;

    while (my $message = $attachments->Next) {
      next unless $message->ContentType =~ m!^(text/plain|message|text$)!i;

      my $content = $message->Content;
      next unless length $content;

      my $wrapper = Text::Wrapper->new(columns=>70);
      $content = $wrapper->wrap($content);
      $resolved_message .= "$content\n";
    }
  }

  $resolved_message;
}
                        Thank you,
                        {$Ticket->QueueObj->CorrespondAddress()}




Jesse Vincent wrote:
> 
> It's a Text::Template.
> 
> perldoc Text::Template should tell you what you need to know about it.
> 
> On Wed, Jan 09, 2002 at 01:46:25PM -0800, Blair Zajac wrote:
> > Jesse Vincent wrote:
> > >
> > > On Wed, Jan 09, 2002 at 11:31:35AM -0800, Blair Zajac wrote:
> > > > When I add
> > > >
> > > >       {$Transaction->Content()}
> > > >
> > > > to the default Resolved Template to have the resolve message sent to the
> > > > requester, nothing additional is added to the email, the only thing I get is
> > > > the normal text.
> > >
> > > If you take a look, you'll note that the comment or correspondence is a
> > > seperate transaction. You'll want do something like take $Ticket->Transactions,
> > > limit it to corresondence and then pull the content of the last one..
> >
> > How does one write complicated code in a Scrip?  Trying something like
> >
> >     { join(" ", keys %\{$Ticket->Transactions\} )
> >
> > and protecting each { } gets old after a while?
> >
> > Also, how does one append to the output buffer in the right order?  If you
> > use something like
> >
> > { for my $i (1..10) \{
> >  print "$i<br>\n";
> > \} }
> >
> > then the numbers are sent to the browser even before the HTTP headers are.
> >
> > Best,
> > Blair
> >
> > >
> > >
> > > > How does one work around this?  Is this a bug?
> > >
> > > It's by design. It's design that I'm considering the best way to rework ;)
> > >
> > > Thanks,
> > > Jesse
> > >
> > > --
> > > http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From dwayne at activebuddy.com  Wed Jan  9 18:47:51 2002
From: dwayne at activebuddy.com (Dwayne Fontenot)
Date: Wed, 9 Jan 2002 15:47:51 -0800 (PST)
Subject: [rt-users] reports for Pete's sake
Message-ID: <200201092347.g09Nlpg11193@penguin.activebuddy.com>

I have searched the list for the last year.

A few people asking about reports and only one even got a reply.

And that reply was "look at ftp.fsck.com" which is not even accepting
ftp connections at this time.

I need reporting capability. I thought it existed but obviously I
didn't do enough research before deploying rt.

Thanks,

Dwayne



From mathew at osogrande.com  Thu Jan 10 08:05:21 2002
From: mathew at osogrande.com (Mathew Anderson)
Date: Thu, 10 Jan 2002 06:05:21 -0700 (MST)
Subject: [rt-users] minor rt2 errors
In-Reply-To: <014201c1993d$91cbec80$35ec47d1@Steve>
Message-ID: <Pine.LNX.4.33.0201100604270.28407-100000@dhcp175>

Yes.   thanks to those that answered.

This was the case. the queues did not have create privs.  I added those 
in, and now I am ready to move from rt1 to rt2.

-Mathew

On Wed, 9 Jan 2002, Steve Poirier wrote:

> Hello Mathew,
> 
> :_RT::CorrespondAddress.not.set
> is listed in your error message, its in etc/config.pm
> 
> Also make sure you correctly configured rights in the web interface
> __
> Steve Poirier
> 
> 
> ----- Original Message -----
> From: "Mathew Anderson" <mathew at osogrande.com>
> To: <rt-users at lists.fsck.com>
> Sent: January 10, 2002 03:17
> Subject: [rt-users] minor rt2 errors
> 
> 
> >
> > Hello all!  We have moved from an older version of rt to rt2  wow.. nice
> > web interface.
> >
> > Rt 2.0.9 is th version, it is running on a redhat 7.2 box.  With qmail as
> > the mailer.
> >
> > here is what the mail logs are telling me:
> >
> > @400000003c3c14cf276a0cbc delivery 48: success:
> >
> No_permission_to_create_tickets_in_the_queue_'general'.qmail-inject:_fatal:
> >
> _unable_to_parse_this_line:/From:_RT::CorrespondAddress.not.set/Create_faile
> d:
> >
> _0_/_0_/_No_permission_to_create_tickets_in_the_queue_'general'._did_0+0+1/
> > @400000003c3c14cf2a41b214 status: local 0/10 remote 0/20
> >
> > any ideas?
> >
> > thanks!
> >
> > -Mathew
> >
> >
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> 
> 




From tom at eborcom.com  Wed Jan  9 11:22:07 2002
From: tom at eborcom.com (Tom Hukins)
Date: Wed, 9 Jan 2002 16:22:07 +0000
Subject: [rt-users] Re: help for troubleshooting??
In-Reply-To: <EB3D9A8EE0C5D411BA1B00B0D0220682045422D0@MAILSERVER>; from gaoxiang@hbt.com.cn on Wed, Jan 09, 2002 at 06:26:40PM +0800
References: <EB3D9A8EE0C5D411BA1B00B0D0220682045422D0@MAILSERVER>
Message-ID: <20020109162207.A5177@eborcom.com>

On Wed, Jan 09, 2002 at 06:26:40PM +0800, ???? wrote:
>  
> I searched for the relational ebooks and documents, but I couldn't find any
> detail document for RT v2.0. I'm so disappointment since so many functions
> were understood correctly from me. So I NEED HELP! Would you tell me where I
> can find these relational materials?

Unfortunately, RT 2 isn't especially well documented at present.  It's
a very powerful, flexible system, though.  The best places to look are
the Docs and mailing list archives on the Web site.

> Also, please tell me the meaning of all the rights

The best reference I've found to this is amailing list post from
Jesse:
http://lists.fsck.com/pipermail/rt-devel/2001-April/001076.html

Tom



From dneedham at pbo.net  Wed Jan  9 21:55:04 2002
From: dneedham at pbo.net (Doug Needham)
Date: Wed, 09 Jan 2002 21:55:04 -0500
Subject: [rt-users] configuration
Message-ID: <5.1.0.14.0.20020109215446.01f0cec0@pbo.net>

Here is my specific configuration information

This is my apache configuration for rt

Alias /mason /var/www/html/mason
<Location /mason>
   SetHandler perl-script
   PerlHandler HTML::Mason::ApacheHandler
   PerlSetVar MasonCompRoot /var/www/html/mason
   PerlSetVar MasonDataDir /var/www/html/mason
   PerlModule HTML::Mason::ApacheHandler
</Location>

Alias /rt2/ /opt/rt2/WebRT/html/
PerlRequire /opt/rt2/bin/webmux.pl
<Location /rt2>
   SetHandler perl-script
   PerlHandler RT::Mason
</Location>

This is my perl5 environmnet
perl -V

Summary of my perl5 (revision 5.0 version 6 subversion 1) configuration:
   Platform:
     osname=linux, osvers=2.4.18p1m2hwq, archname=i386-linux
     uname='linux needham5 2.4.18p1m2hwq #6 fri jan 4 17:50:05 est 2002 
i686 unknown '
     config_args='-des -Doptimize=-O2 -march=i386 -mcpu=i686 -Dcc=gcc 
-Dcccdlflags=-fPIC -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux 
-Dd_dosuid -Dd_semctl_semun -Di_db -Di_ndbm -Di_gdbm -Di_shadow -Di_syslog 
-Dman3ext=3pm -Dd_perl_otherlibdirs=/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 -Uuselargefiles'
     hint=recommended, useposix=true, d_sigaction=define
     usethreads=undef use5005threads=undef useithreads=undef 
usemultiplicity=undef
     useperlio=undef d_sfio=undef uselargefiles=undef usesocks=undef
     use64bitint=undef use64bitall=undef uselongdouble=undef
   Compiler:
     cc='gcc', ccflags ='-fno-strict-aliasing -I/usr/local/include',
     optimize='-O2 -march=i386 -mcpu=i686',
     cppflags='-fno-strict-aliasing -I/usr/local/include'
     ccversion='', gccversion='2.96 20000731 (Red Hat Linux 7.1 2.96-98)', 
gccosandvers=''
     intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234
     d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
     ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', 
lseeksize=4
     alignbytes=4, usemymalloc=n, prototype=define
   Linker and Libraries:
     ld='gcc', ldflags =' -L/usr/local/lib'
     libpth=/usr/local/lib /lib /usr/lib
     libs=-lnsl -ldl -lm -lc -lcrypt -lutil
     perllibs=-lnsl -ldl -lm -lc -lcrypt -lutil
     libc=/lib/libc-2.2.4.so, so=so, useshrplib=false, libperl=libperl.a
   Dynamic Linking:
     dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-rdynamic'
     cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib'


Characteristics of this binary (from libperl):
   Compile-time options:
   Built under linux
   Compiled at Jan  6 2002 22:43:21
   @INC:
     /usr/lib/perl5/5.6.1/i386-linux
     /usr/lib/perl5/5.6.1
     /usr/lib/perl5/site_perl/5.6.1/i386-linux
     /usr/lib/perl5/site_perl/5.6.1
     /usr/lib/perl5/site_perl/5.6.0/i386-linux
     /usr/lib/perl5/site_perl/5.6.0
     /usr/lib/perl5/site_perl
     .
As you can see I have Mason working I have done a few small things with it 
so I know it actually works.
My problem is when I have this line in httpd.conf

PerlRequire /opt/rt2/bin/webmux.pl

Apache dies at startup.
[root at needham5 root]# /etc/init.d/httpd start
Starting httpd:                                            [  OK  ]
[root at needham5 root]# /etc/init.d/httpd status
httpd dead but subsys locked
[root at needham5 root]#

These commands were issued a few seconds apart.

I have an strace of apache if anyone wants it.

The command I used to build mod_perl was :

perl Makefile.PL USE_APXS=1 WITH_APXS=%{_sbindir}/apxs EVERYTHING=1
make

All of these components apache, mod_per,perl where all built on this machine.

The guidance I am looking for here is :
Where do I look to troubleshoot this?
Has anyone run into the same problem before?
Where do I go from here?

Thanks for the help and suggestions so far.

Doug



At 11:42 AM 1/9/02, you wrote:
>-----BEGIN PGP SIGNED MESSAGE-----
>Hash: SHA1
>
>I'm running those versions and have no problems.
>
>What problems do you have?  We can't help you if you don't get specific.
>
>On Wednesday 09 January 2002 10:50 am, Doug Needham wrote:
> > anyone running with a configuration of :
> > perl 5.6.1
> > mod_perl 1.26
> > apache 1.3.22
> >
> > with rt-2.0.11 ?
> >
> > I have this configuraion and am curious if anyone else having any problems
> > with it?
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
>
>- --
>Josh Krikke     krikke at macatwa.org
>MacNet Sysadmin Holland, MI
>GnuPG Fingerprint:  AC6F 13AC F945 CC45 BDFC 509E 8F41 9549 64DD 95DB
>My public key  http://pgp.mit.edu:11371/pks/lookup?op=get&search=0x64DD95DB
>-----BEGIN PGP SIGNATURE-----
>Version: GnuPG v1.0.6 (GNU/Linux)
>Comment: For info see http://www.gnupg.org
>
>iD8DBQE8PHLlj0GVSWTdldsRAtCJAJwKx4M3N3Xw2rWlhG1xGsLEh4xjQwCfYZaY
>WnpceMGMeEjeZJpNR11HliQ=
>=KGSK
>-----END PGP SIGNATURE-----
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020109/32d2259b/attachment.htm>

From gboug at unico.com.au  Wed Jan  9 21:57:35 2002
From: gboug at unico.com.au (Greg Boug)
Date: Thu, 10 Jan 2002 13:57:35 +1100
Subject: [rt-users] reports for Pete's sake
In-Reply-To: <200201092347.g09Nlpg11193@penguin.activebuddy.com>
Message-ID: <021101c19982$8e673050$6564a8c0@akari>

> A few people asking about reports and only one even got a reply.

What reporting are you after exactly? The system can be setup to 
provide some reporting through the web interface, and I presume the
command line interface can do it as well (though I have never actually
used it for that)

> And that reply was "look at ftp.fsck.com" which is not even accepting
> ftp connections at this time.

FTP server has been offlined permanently afaik... Think there was 
an announcement about it not long ago... 

> I need reporting capability. I thought it existed but obviously I
> didn't do enough research before deploying rt.

Well, if the current setup doesn't do what you need, remember it is 
all off a SQL database... No reason why you can't pull together
info using a couple of choice SQL statements and some form of script 
to pull it all together into a readable report... 

There might be something in contrib that does what you want too... If
not, be a nice chap and send your report scripts to Jesse so they can
be incorperated into a future release in some fashion... ;-)

Greg



From marc at precipice.org  Wed Jan  9 22:01:23 2002
From: marc at precipice.org (Marc Hedlund)
Date: Wed, 9 Jan 2002 19:01:23 -0800 (PST)
Subject: [rt-users] reports for Pete's sake
In-Reply-To: <200201092347.g09Nlpg11193@penguin.activebuddy.com>
Message-ID: <Pine.LNX.4.21.0201091901010.1416-100000@crankshaft.bitmechanic.com>

See this message
<http://lists.fsck.com/pipermail/rt-users/2002-January/005846.html>, which
will point you to <http://www.fsck.com/pub/>.

Marc Hedlund 
e: marc at precipice dot org

On Wed, 9 Jan 2002, Dwayne Fontenot wrote:

> 
> I have searched the list for the last year.
> 
> A few people asking about reports and only one even got a reply.
> 
> And that reply was "look at ftp.fsck.com" which is not even accepting
> ftp connections at this time.
> 
> I need reporting capability. I thought it existed but obviously I
> didn't do enough research before deploying rt.
> 
> Thanks,
> 
> Dwayne
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 




From Fred.Percynski at divine.com  Wed Jan  9 22:43:02 2002
From: Fred.Percynski at divine.com (Percynski, Fred)
Date: Wed, 9 Jan 2002 21:43:02 -0600
Subject: [rt-users] reports for Pete's sake
Message-ID: <9B70F6DB734EC041AE5316005C6188B2049954@LIILMTST04.mailtask.com>

Dwayne,
We use Cognos to generate reports.  It looks directly to the MySQL
database for the data.  Its a commercial package but I'm sure you can
use any off-the-shelf package, I bet even Crystal Reports would work.
-Fred

	-----Original Message----- 
	From: Dwayne Fontenot 
	Sent: Wed 1/9/2002 6:47 PM 
	To: RT Users 
	Cc: Dwayne Fontenot (ab) 
	Subject: [rt-users] reports for Pete's sake
	
	


	I have searched the list for the last year.
	
	A few people asking about reports and only one even got a reply.
	
	And that reply was "look at ftp.fsck.com" which is not even
accepting
	ftp connections at this time.
	
	I need reporting capability. I thought it existed but obviously
I
	didn't do enough research before deploying rt.
	
	Thanks,
	
	Dwayne
	
	_______________________________________________
	rt-users mailing list
	rt-users at lists.fsck.com
	http://lists.fsck.com/mailman/listinfo/rt-users
	


From mwatson at netspace.net.au  Wed Jan  9 23:44:57 2002
From: mwatson at netspace.net.au (Matthew Watson)
Date: Thu, 10 Jan 2002 15:44:57 +1100
Subject: [rt-users] rt2.0.8 -> 2.0.11 Without database schema change?
Message-ID: <FCEEINDILJOBHBHAPOJPOEADCEAA.mwatson@netspace.net.au>

Heya.

 Anyone know if its ok to update from 2.0.8 to 2.0.11 without running the RT
schema update??

If not/or just anyway.. What are the database schema changes between these
releases?


----------------------------------------------
Matthew Watson
Development, Netspace Online Systems
mwatson at netspace.net.au




From jesse at bestpractical.com  Wed Jan  9 23:57:24 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 9 Jan 2002 23:57:24 -0500
Subject: [rt-users] rt2.0.8 -> 2.0.11 Without database schema change?
In-Reply-To: <FCEEINDILJOBHBHAPOJPOEADCEAA.mwatson@netspace.net.au>; from mwatson@netspace.net.au on Thu, Jan 10, 2002 at 03:44:57PM +1100
References: <FCEEINDILJOBHBHAPOJPOEADCEAA.mwatson@netspace.net.au>
Message-ID: <20020109235724.C3768@fsck.com>

It's definitely safe to do so.  I've been very careful to never make an
incompatible schema change within a stable release series.


On Thu, Jan 10, 2002 at 03:44:57PM +1100, Matthew Watson wrote:
> Heya.
> 
>  Anyone know if its ok to update from 2.0.8 to 2.0.11 without running the RT
> schema update??
> 
> If not/or just anyway.. What are the database schema changes between these
> releases?
> 
> 
> ----------------------------------------------
> 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
> 

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



From christian.steger at ripe.at  Thu Jan 10 02:10:20 2002
From: christian.steger at ripe.at (Christian Steger)
Date: Thu, 10 Jan 2002 08:10:20 +0100
Subject: [rt-users] rt2 (2.0.11) with exim - small problem - sending mails out
Message-ID: <001301c199a5$dd77e400$1414a8c0@ripe01>

Hi there,

i know ist not an really rt-specific question, but i kindly ask how to
setup the exim for sending out mails correctly from rt ?

incoming mails works fine, without any troubles, but if I send an mail
via the cli it does not sends anything:


2002-01-10 08:05:32 SMTP connection from localhost [127.0.0.1]
2002-01-10 08:05:32 SMTP connection from localhost (xx.xx.at)
[127.0.0.1] closed by QUIT

that's all I can find in the log....

Any eximusers here which can help me at this point ?

Thanks

chris


---
Christian Steger - christian.steger at ripe.at
CS552-RIPE ++ OE1CRD








From jesse at bestpractical.com  Thu Jan 10 02:19:06 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 10 Jan 2002 02:19:06 -0500
Subject: [rt-users] rt2 (2.0.11) with exim - small problem - sending mails out
In-Reply-To: <001301c199a5$dd77e400$1414a8c0@ripe01>; from christian.steger@ripe.at on Thu, Jan 10, 2002 at 08:10:20AM +0100
References: <001301c199a5$dd77e400$1414a8c0@ripe01>
Message-ID: <20020110021906.F3768@fsck.com>

Are you using the 'sendmail' transport or the 'sendmailpipe' transport?


On Thu, Jan 10, 2002 at 08:10:20AM +0100, Christian Steger wrote:
> 
> Hi there,
> 
> i know ist not an really rt-specific question, but i kindly ask how to
> setup the exim for sending out mails correctly from rt ?
> 
> incoming mails works fine, without any troubles, but if I send an mail
> via the cli it does not sends anything:
> 
> 
> 2002-01-10 08:05:32 SMTP connection from localhost [127.0.0.1]
> 2002-01-10 08:05:32 SMTP connection from localhost (xx.xx.at)
> [127.0.0.1] closed by QUIT
> 
> that's all I can find in the log....
> 
> Any eximusers here which can help me at this point ?
> 
> Thanks
> 
> chris
> 
> 
> ---
> Christian Steger - christian.steger at ripe.at
> CS552-RIPE ++ OE1CRD
> 
> 
> 
> 
> 
> 
> _______________________________________________
> 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 christian.steger at ripe.at  Thu Jan 10 02:23:16 2002
From: christian.steger at ripe.at (Christian Steger)
Date: Thu, 10 Jan 2002 08:23:16 +0100
Subject: AW: [rt-users] rt2 (2.0.11) with exim - small problem - sending mails out
In-Reply-To: <20020110021906.F3768@fsck.com>
Message-ID: <001401c199a7$abf7daa0$1414a8c0@ripe01>

* 
* Are you using the 'sendmail' transport or the 'sendmailpipe'
transport?
* 
* 

actually i call directly the binary so the sendmailtransport.
I have read a few lines already that some directly commands from exim
are not 100% compatible, is therefore the sendmailpipe per
smtp-connection
rather recommendet ?

thanks jesse!

chris

* On Thu, Jan 10, 2002 at 08:10:20AM +0100, Christian Steger wrote:
* >
* > Hi there,
* >
* > i know ist not an really rt-specific question, but i kindly ask how
to
* > setup the exim for sending out mails correctly from rt ?
* >
* > incoming mails works fine, without any troubles, but if I send an
mail
* > via the cli it does not sends anything:
* >
* >
* > 2002-01-10 08:05:32 SMTP connection from localhost [127.0.0.1]
* > 2002-01-10 08:05:32 SMTP connection from localhost (xx.xx.at)
* > [127.0.0.1] closed by QUIT
* >
* > that's all I can find in the log....
* >
* > Any eximusers here which can help me at this point ?
* >
* > Thanks
* >
* > chris
* >
* >
* > ---
* > Christian Steger - christian.steger at ripe.at
* > CS552-RIPE ++ OE1CRD
* >
* >
* >
* >
* >
* >
* > _______________________________________________
* > rt-users mailing list
* > rt-users at lists.fsck.com
* > http://lists.fsck.com/mailman/listinfo/rt-users
* >
* 
* --
* http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.





From jesse at bestpractical.com  Thu Jan 10 02:26:26 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 10 Jan 2002 02:26:26 -0500
Subject: [rt-users] rt2 (2.0.11) with exim - small problem - sending mails out
In-Reply-To: <001401c199a7$abf7daa0$1414a8c0@ripe01>; from christian.steger@ripe.at on Thu, Jan 10, 2002 at 08:23:16AM +0100
References: <20020110021906.F3768@fsck.com> <001401c199a7$abf7daa0$1414a8c0@ripe01>
Message-ID: <20020110022626.G3768@fsck.com>


On Thu, Jan 10, 2002 at 08:23:16AM +0100, Christian Steger wrote:
> 
> actually i call directly the binary so the sendmailtransport.
> I have read a few lines already that some directly commands from exim
> are not 100% compatible, is therefore the sendmailpipe per
> smtp-connection
> rather recommendet ?

Sorry. What I actually meant was: what is $MailCommand set to in config.pm?
I'd probably recommend 'sendmailpipe', rather than 'sendmail'. 

Also, what options are you passing in $SendmailArguments? 

And, just to make sure, have you set up the relevant Scrips, as recommended
in the Installation guide? If you don't RT won't send any mail at all.

	-j


> 
> thanks jesse!
> 
> chris
> 
> * On Thu, Jan 10, 2002 at 08:10:20AM +0100, Christian Steger wrote:
> * >
> * > Hi there,
> * >
> * > i know ist not an really rt-specific question, but i kindly ask how
> to
> * > setup the exim for sending out mails correctly from rt ?
> * >
> * > incoming mails works fine, without any troubles, but if I send an
> mail
> * > via the cli it does not sends anything:
> * >
> * >
> * > 2002-01-10 08:05:32 SMTP connection from localhost [127.0.0.1]
> * > 2002-01-10 08:05:32 SMTP connection from localhost (xx.xx.at)
> * > [127.0.0.1] closed by QUIT
> * >
> * > that's all I can find in the log....
> * >
> * > Any eximusers here which can help me at this point ?
> * >
> * > Thanks
> * >
> * > chris
> * >
> * >
> * > ---
> * > Christian Steger - christian.steger at ripe.at
> * > CS552-RIPE ++ OE1CRD
> * >
> * >
> * >
> * >
> * >
> * >
> * > _______________________________________________
> * > 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.
> 
> 
> 

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



From Elmar.Knipp at knipp.de  Thu Jan 10 04:02:29 2002
From: Elmar.Knipp at knipp.de (Elmar Knipp)
Date: Thu, 10 Jan 2002 10:02:29 +0100 (MET)
Subject: [rt-users] rt2.0.8 -> 2.0.11 Without database schema change?
In-Reply-To: <20020109235724.C3768@fsck.com>
Message-ID: <Pine.HPX.4.43.0201100958570.8880-100000@hp9000.do.knipp.de>

On Wed, 9 Jan 2002, Jesse Vincent wrote:

> It's definitely safe to do so.  I've been very careful to never make an
> incompatible schema change within a stable release series.

Hi,

people are talking about version 2.0.11. On
http://www.fsck.com/pub/rt/release/ version 2.0.9 seems to be the latest.
No 2.0.10 nor 2.0.11?


Regards,
Elmar

-- 
_____________________________________________________________________
     |       |
     | knipp |                   Knipp  Medien und Kommunikation GmbH
      -------                           Technologiepark
                                        Martin-Schmeisser-Weg 9
                                        44227 Dortmund
                                        Germany
                                        Fon: +49 231 9703-0
     Elmar.Knipp at knipp.de               Fax: +49 231 9703-200




From Torsten.Fellhauer at ixpoint.de  Thu Jan 10 04:36:15 2002
From: Torsten.Fellhauer at ixpoint.de (Torsten Fellhauer)
Date: Thu, 10 Jan 2002 10:36:15 +0100
Subject: [rt-users] rt2.0.8 -> 2.0.11 Without database schema change?
References: <Pine.HPX.4.43.0201100958570.8880-100000@hp9000.do.knipp.de>
Message-ID: <3C3D608F.BA192D38@ixpoint.de>

That's the directory listing of  /pub/rt/release
as you can see, there is a rt 2.0.10 and 2.0.11
    rt-2-0-0.tar.gz         27-Jun-2001 00:15   298k
    rt-2-0-1.tar.gz         12-Jul-2001 19:44   300k
-->    rt-2-0-10.tar.gz        24-Dec-2001 19:29   330k
-->    rt-2-0-11.tar.gz        02-Jan-2002 22:00   331k
    rt-2-0-2.tar.gz         24-Jul-2001 00:38   303k
    rt-2-0-3.tar.gz         24-Jul-2001 12:11   303k
    rt-2-0-4.tar.gz         25-Jul-2001 01:12   303k
    rt-2-0-5.tar.gz         15-Aug-2001 00:19   304k
    rt-2-0-5_01.tar.gz      15-Aug-2001 16:16   288k
    rt-2-0-5_03.tar.gz      16-Aug-2001 01:12   288k
    rt-2-0-6.tar.gz         01-Sep-2001 18:37   308k
    rt-2-0-7.tar.gz         13-Sep-2001 00:07   309k
    rt-2-0-8.tar.gz         04-Oct-2001 02:36   314k
    rt-2-0-8_01.tar.gz      31-Oct-2001 01:29   325k
    rt-2-0-8_02.tar.gz      31-Oct-2001 17:40   297k
    rt-2-0-9.tar.gz         14-Nov-2001 14:30   233k
    rt.tar.gz               02-Jan-2002 22:00   331k

Regards,
  T.Fellhauer

Elmar Knipp wrote:

> On Wed, 9 Jan 2002, Jesse Vincent wrote:
>
> > It's definitely safe to do so.  I've been very careful to never make an
> > incompatible schema change within a stable release series.
>
> Hi,
>
> people are talking about version 2.0.11. On
> http://www.fsck.com/pub/rt/release/ version 2.0.9 seems to be the latest.
> No 2.0.10 nor 2.0.11?
>
> Regards,
> Elmar
>
> --
> _____________________________________________________________________
>      |       |
>      | knipp |                   Knipp  Medien und Kommunikation GmbH
>       -------                           Technologiepark
>                                         Martin-Schmeisser-Weg 9
>                                         44227 Dortmund
>                                         Germany
>                                         Fon: +49 231 9703-0
>      Elmar.Knipp at knipp.de               Fax: +49 231 9703-200
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users

--
_________________________________________________

  Dipl.-Inform.(FH) Torsten Fellhauer
  iXpoint Informationssysteme GmbH
  Rheinstrasse 79a
  76275 Ettlingen, Germany
  Phone: +49 7243 3775-0, Fax: +49 7243 3775-77
  Email: Torsten.Fellhauer at ixpoint.de
  WWW:   http://www.ixpoint.de
_________________________________________________





From joel at webbgroup.net  Thu Jan 10 09:23:48 2002
From: joel at webbgroup.net (Joel Webb)
Date: Thu, 10 Jan 2002 14:23:48 +0000
Subject: [rt-users] Pros Only - Install Problem
Message-ID: <20020110.XYa.62559100@www.webbgroup.net>

The first line of acl.mysql is a blank line.

I deleted that and the next line---> same error
then I deleted the next line which I think you were referring to ---->same error

For real, I think the setup would be a lot simpler if a mysql script was inacted.
Do any of you guys know where it is actually being setup in the installation
script?? Maybe I can install it that way??

Here is the output of the error:

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
@localhost' (Using password: YES) at tools/initdb line 144
Access denied for user: 'rt_user at localhost' (Using password: YES) at tools/initd
b line 144, <STDIN> line 1.
make: *** [initdb.rtuser] Error 255



James Adam Sigler (hollow1 at cc.gatech.edu) wrote*:
>
>Joel,
>
>Before compiling remove the first two lines of the acl.mysql
>script in rt_directory(unzipped from distribution and Makefile
>edited)/etc. Try that and let me know if it works.
>
>
>Sincerely,
>-James Adam Sigler-
>
>
>
>James Adam Sigler
>Research Scientist
>College of Computing
>Georgia Tech
>Phone: 404-385-0391
>Office: CoC 211
>Email: hollow1 at cc.gatech.edu
>
>
>On Wed, 9 Jan 2002, Joel Webb wrote:
>
>> Adam,
>>
>> What file has the mysql.acl in it?? I am looking at the insertdata file but I
don't
>> see what lines you are talking about.
>>
>>
>> >I rewrote the mysql.acl script such
>> >that the first two lines of the template script were commneted out or
>> >deleted from the script. This will allow the third line which grants
>> >permissions to the rt_user in the database to run. In mysql acl scripts if
>> >any previous line fails the script exits and does not run subsequent
>> >lines. You must edit the template script thought becvause if you edit only
>> >the actual script run,
>>
>> If you are talking about the initacls.mysql SHELL script. That particular script
>> looks like it is used many times by the perl instal script to make changes to the
>> MYSQL database. The "first two lines" in that script are variables so I don't
know
>> which scripts to edit. Can you tell me the script name and the line numbers??
>> That would be great if you could do that.
>>
>>
>> >Adam
>> >
>> >On Tue, 8 Jan 2002, Joel Webb wrote:
>> >
>> >> I am using mysql for my database backend.
>> >>
>> >> Installs aren't normally this complicated for people who have been using
mysql.
>> >> Normally the installs are like this
>> >>
>> >> >mysql -u root rt2 -p < rt2databasesetup
>> >>
>> >> Then in the rt2databasesetup is all the commands that would be
>> >> used to setup the database initially. I like the perl script, that helps, but
>> >> maintainance wise is a bear.
>> >>
>> >> Let me know what you guys think. I have already installed the script half-way
and
>> >> then started checking the permissions inside mysql outside of the script.Sort
of
>> >> pausing where I am and checking to see if the script works on the backend.
But I
>> >> couldn't see the new user or anything. Any help is appreciated.
>> >>
>> >> >> cp etc/acl.mysql '//opt/rt2/etc/acl.mysql'
>> >> >-Jam
>> >> >> /usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
>> >> >>                         s'!!DB_HOST!!'"localhost"'g;\
>> >> >>                         s'!!DB_RT_PASS!!'"myrt4m3       "'g;\
>> >> >>                         s'!!DB_RT_HOST!!'"localhost"'g;\
>> >> >>                         s'!!DB_RT_USER!!'"rt_user"'g;\
>> >> >>                         s'!!DB_DATABASE!!'"rt2"'g;" //opt/rt2/etc/acl.mysql
>> >> >> Substitution replacement not terminated at -e line 1.
>> >> >> make: *** [acls] Error 255
>> >> --
>> >> Respectfully,
>> >>
>> >> Joel Webb
>> >> WebbGroup Network Systems LLC
>> >> www.webbgroup.net
>> >> 336.841.7241
>> >>
>> >>
>> >
>> >--
>> >
>> >Sincerely,
>> >-James Adam Sigler-
>> >
>> >
>> >
>> >James Adam Sigler
>> >Research Scientist
>> >College of Computing
>> >Georgia Tech
>> >Phone: 404-385-0391
>> >Office: CoC 211
>> >Email: hollow1 at cc.gatech.edu
>> >
>> >
>> --
>> Respectfully,
>>
>> Joel Webb
>> WebbGroup Network Systems LLC
>> www.webbgroup.net
>> 336.841.7241
>>
>>
>>
>> _______________________________________________
>> rt-users mailing list
>> rt-users at lists.fsck.com
>> http://lists.fsck.com/mailman/listinfo/rt-users
>>
>
--
Respectfully,

Joel Webb
WebbGroup Network Systems LLC
www.webbgroup.net
336.841.7241





From chris.walker at band-x.net  Thu Jan 10 10:34:27 2002
From: chris.walker at band-x.net (chris walker)
Date: Thu, 10 Jan 2002 15:34:27 +0000
Subject: [rt-users] minor rt2 errors
References: <Pine.LNX.4.33.0201100116240.28407-100000@dhcp175>
Message-ID: <3C3DB483.6090707@band-x.net>

Hi,

> Rt 2.0.9 is th version, it is running on a redhat 7.2 box.  With qmail 
> as the mailer.
>
> here is what the mail logs are telling me:
>
> @400000003c3c14cf276a0cbc delivery 48: success: 
> No_permission_to_create_tickets_in_the_queue_'general'.qmail-inject:_fatal: 
>
> _unable_to_parse_this_line:/From:_RT::CorrespondAddress.not.set/Create_failed: 
>
> _0_/_0_/_ No_permission_to_create_tickets_in_the_queue_ 
> 'general'._did_0+0+1/
> @400000003c3c14cf2a41b214 status: local 0/10 remote 0/20
>
You have to give the qmail-inject user the permission to create and 
comment and reply to tickets.
The easiest way to do this is to give the group 'EVERYONE' permission to :

CreateTicket
SeeQueue
CommentOnTicket
ReplyToTicket



regards,


Chris Walker
Band-X Ltd





From sleibowitz at btcwcu.org  Thu Jan 10 10:25:41 2002
From: sleibowitz at btcwcu.org (Sam Leibowitz)
Date: Thu, 10 Jan 2002 10:25:41 -0500 (EST)
Subject: [rt-users] Error - Can't locate object method "connect" via package "DBI"
In-Reply-To: <20020109162012.6E69014A15@pallas.eruditorum.org>
Message-ID: <Pine.LNX.4.21.0201101023030.4460-100000@io.btcwcu.org>

Apologies if this has been asked and answered elsewhere. 

Yesterday, I got most of hte way through an install or RT on a SuSE 7.3
box. After a nagging problem where Apache wasn't able to find the DBI.pm
module was resolved (I copied it from one directory to another to fix it),
the server starts, but throws a 500 internal server error. The error in
the log reads:

[Thu Jan 10 10:15:23 2002] [error] Can't locate object method
"connect" via package "DBI" (perhaps you forgot to load "DBI"?) at
/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 121.

TIA, 

   Sam Leibowitz (sleibowitz at btcwcu.org)
   Project Manager
   Business Technology Center (http://www.btcwcu.org)






From lex at bigboned.euronet.nl  Thu Jan 10 10:29:58 2002
From: lex at bigboned.euronet.nl (Lex Uijthof)
Date: Thu, 10 Jan 2002 16:29:58 +0100 (CET)
Subject: [rt-users] Pros Only - Install Problem
In-Reply-To: <20020110.XYa.62559100@www.webbgroup.net>
Message-ID: <20020110161921.L2774-100000@bigboned.euronet.nl>

Hi,

I'm pretty new with RT2 and the install of it, but i had the same error
in the beginning. My mistake was that the password i used during the
installation for the rt_user was not the same as the password which
was written in the Makefile in the rt directory.

/tmp/rt/Makefile

.
.
# Set this to the password used by the rt database user
# *** Change This Before Installation***

DB_RT_PASS              =       [your passwd]

.
.
.

When i modified my Makefile and then treid it again , my problem was
solved.

Hopefully will i solve your problem to.



On Thu, 10 Jan 2002, Joel Webb wrote:

>The first line of acl.mysql is a blank line.
>
>I deleted that and the next line---> same error
>then I deleted the next line which I think you were referring to ---->same error
>
>For real, I think the setup would be a lot simpler if a mysql script was inacted.
>Do any of you guys know where it is actually being setup in the installation
>script?? Maybe I can install it that way??
>
>Here is the output of the error:
>
>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
>@localhost' (Using password: YES) at tools/initdb line 144
>Access denied for user: 'rt_user at localhost' (Using password: YES) at tools/initd
>b line 144, <STDIN> line 1.
>make: *** [initdb.rtuser] Error 255
>
>
>
>James Adam Sigler (hollow1 at cc.gatech.edu) wrote*:
>>
>>Joel,
>>
>>Before compiling remove the first two lines of the acl.mysql
>>script in rt_directory(unzipped from distribution and Makefile
>>edited)/etc. Try that and let me know if it works.
>>
>>
>>Sincerely,
>>-James Adam Sigler-
>>
>>
>>
>>James Adam Sigler
>>Research Scientist
>>College of Computing
>>Georgia Tech
>>Phone: 404-385-0391
>>Office: CoC 211
>>Email: hollow1 at cc.gatech.edu
>>
>>
>>On Wed, 9 Jan 2002, Joel Webb wrote:
>>
>>> Adam,
>>>
>>> What file has the mysql.acl in it?? I am looking at the insertdata file but I
>don't
>>> see what lines you are talking about.
>>>
>>>
>>> >I rewrote the mysql.acl script such
>>> >that the first two lines of the template script were commneted out or
>>> >deleted from the script. This will allow the third line which grants
>>> >permissions to the rt_user in the database to run. In mysql acl scripts if
>>> >any previous line fails the script exits and does not run subsequent
>>> >lines. You must edit the template script thought becvause if you edit only
>>> >the actual script run,
>>>
>>> If you are talking about the initacls.mysql SHELL script. That particular script
>>> looks like it is used many times by the perl instal script to make changes to the
>>> MYSQL database. The "first two lines" in that script are variables so I don't
>know
>>> which scripts to edit. Can you tell me the script name and the line numbers??
>>> That would be great if you could do that.
>>>
>>>
>>> >Adam
>>> >
>>> >On Tue, 8 Jan 2002, Joel Webb wrote:
>>> >
>>> >> I am using mysql for my database backend.
>>> >>
>>> >> Installs aren't normally this complicated for people who have been using
>mysql.
>>> >> Normally the installs are like this
>>> >>
>>> >> >mysql -u root rt2 -p < rt2databasesetup
>>> >>
>>> >> Then in the rt2databasesetup is all the commands that would be
>>> >> used to setup the database initially. I like the perl script, that helps, but
>>> >> maintainance wise is a bear.
>>> >>
>>> >> Let me know what you guys think. I have already installed the script half-way
>and
>>> >> then started checking the permissions inside mysql outside of the script.Sort
>of
>>> >> pausing where I am and checking to see if the script works on the backend.
>But I
>>> >> couldn't see the new user or anything. Any help is appreciated.
>>> >>
>>> >> >> cp etc/acl.mysql '//opt/rt2/etc/acl.mysql'
>>> >> >-Jam
>>> >> >> /usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
>>> >> >>                         s'!!DB_HOST!!'"localhost"'g;\
>>> >> >>                         s'!!DB_RT_PASS!!'"myrt4m3       "'g;\
>>> >> >>                         s'!!DB_RT_HOST!!'"localhost"'g;\
>>> >> >>                         s'!!DB_RT_USER!!'"rt_user"'g;\
>>> >> >>                         s'!!DB_DATABASE!!'"rt2"'g;" //opt/rt2/etc/acl.mysql
>>> >> >> Substitution replacement not terminated at -e line 1.
>>> >> >> make: *** [acls] Error 255
>>> >> --
>>> >> Respectfully,
>>> >>
>>> >> Joel Webb
>>> >> WebbGroup Network Systems LLC
>>> >> www.webbgroup.net
>>> >> 336.841.7241
>>> >>
>>> >>
>>> >
>>> >--
>>> >
>>> >Sincerely,
>>> >-James Adam Sigler-
>>> >
>>> >
>>> >
>>> >James Adam Sigler
>>> >Research Scientist
>>> >College of Computing
>>> >Georgia Tech
>>> >Phone: 404-385-0391
>>> >Office: CoC 211
>>> >Email: hollow1 at cc.gatech.edu
>>> >
>>> >
>>> --
>>> Respectfully,
>>>
>>> Joel Webb
>>> WebbGroup Network Systems LLC
>>> www.webbgroup.net
>>> 336.841.7241
>>>
>>>
>>>
>>> _______________________________________________
>>> rt-users mailing list
>>> rt-users at lists.fsck.com
>>> http://lists.fsck.com/mailman/listinfo/rt-users
>>>
>>
>--
>Respectfully,
>
>Joel Webb
>WebbGroup Network Systems LLC
>www.webbgroup.net
>336.841.7241
>
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
Greetz,

Lex Uijthof

EuroNet Internet B.V. http://www.euronet.nl
Lex Uijthof, OSS department
Muiderstraat 1, Postbus 11095, 1001 GB Amsterdam





From agalindo at liceaga.facmed.unam.mx  Thu Jan 10 11:01:17 2002
From: agalindo at liceaga.facmed.unam.mx (Adrian Galindo)
Date: Thu, 10 Jan 2002 10:01:17 -0600
Subject: [rt-users] Error - Can't locate object method "connect" via package 
 "DBI"
References: <Pine.LNX.4.21.0201101023030.4460-100000@io.btcwcu.org>
Message-ID: <3C3DBACD.1510B918@liceaga.facmed.unam.mx>

Sam Leibowitz escribi?:
> 
> Apologies if this has been asked and answered elsewhere.
> 
> Yesterday, I got most of hte way through an install or RT on a SuSE 7.3
> box. After a nagging problem where Apache wasn't able to find the DBI.pm
> module was resolved (I copied it from one directory to another to fix it),
> the server starts, but throws a 500 internal server error. The error in
> the log reads:
> 
> [Thu Jan 10 10:15:23 2002] [error] Can't locate object method
> "connect" via package "DBI" (perhaps you forgot to load "DBI"?) at
> /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 121.

You have to install the package DBI _after_ the Apache::DBI
The order is important here. I've been looking too for this, and as far
I got, is not documented. Maybe would be a good entry to the FAQ.

Greetings.
Adri?n Galindo
Mexico City



From blair at orcaware.com  Thu Jan 10 12:21:29 2002
From: blair at orcaware.com (Blair Zajac)
Date: Thu, 10 Jan 2002 09:21:29 -0800
Subject: [rt-users] Error - Can't locate object method "connect" via package 
 "DBI"
References: <Pine.LNX.4.21.0201101023030.4460-100000@io.btcwcu.org> <3C3DBACD.1510B918@liceaga.facmed.unam.mx>
Message-ID: <3C3DCD99.DACB386C@orcaware.com>

Adrian Galindo wrote:
> 
> Sam Leibowitz escribi?:
> >
> > Apologies if this has been asked and answered elsewhere.
> >
> > Yesterday, I got most of hte way through an install or RT on a SuSE 7.3
> > box. After a nagging problem where Apache wasn't able to find the DBI.pm
> > module was resolved (I copied it from one directory to another to fix it),
> > the server starts, but throws a 500 internal server error. The error in
> > the log reads:
> >
> > [Thu Jan 10 10:15:23 2002] [error] Can't locate object method
> > "connect" via package "DBI" (perhaps you forgot to load "DBI"?) at
> > /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 121.
> 
> You have to install the package DBI _after_ the Apache::DBI
> The order is important here. I've been looking too for this, and as far
> I got, is not documented. Maybe would be a good entry to the FAQ.
> 

There's no reason for installation order to effect Perl finding or not finding
modules.  I installed all of the normal DBI and DBD::* packages before even
installing Apache::DBI and it works fine.  

You may need to do more than just copy one DBI.pm file over and install the
whole DBI package.  There's a DBI.so and a bunch of other files that DBI
installs into perl.  This is the list of files from the DBI-1.20.tar.gz
that get installed into Perl:

% find arch lib -type f
arch/auto/DBI/.exists
arch/auto/DBI/DBIXS.h
arch/auto/DBI/dbipport.h
arch/auto/DBI/dbd_xsh.h
arch/auto/DBI/dbi_sql.h
arch/auto/DBI/Driver.xst
arch/auto/DBI/DBI.so
arch/auto/DBI/DBI.bs
lib/.exists
lib/auto/DBI/.exists
lib/DBD/NullP.pm
lib/DBD/ExampleP.pm
lib/DBD/Proxy.pm
lib/DBD/Sponge.pm
lib/DBI/Format.pm
lib/DBI/Shell.pm
lib/DBI/FAQ.pm
lib/DBI/W32ODBC.pm
lib/DBI/DBD.pm
lib/DBI/ProxyServer.pm
lib/DBI.pm
lib/Bundle/DBI.pm
lib/Win32/DBIODBC.pm

Best,
Blair

> Greetings.
> Adri?n Galindo
> Mexico City
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users

-- 
Blair Zajac <blair at orcaware.com>
Web and OS performance plots - http://www.orcaware.com/orca/



From joel at webbgroup.net  Thu Jan 10 12:22:22 2002
From: joel at webbgroup.net (Joel Webb)
Date: Thu, 10 Jan 2002 17:22:22 +0000
Subject: [rt-users] Pros Only - Install Problem
Message-ID: <20020110.nId.39549600@www.webbgroup.net>

I am positive I am not fat fingering the password. The password also has been
numerous times. I have used the default password. I have used new passwords. I have
double checked to see if the passwords don't have blank spaces behind them.

Has anybody made a MySQL setup script instead of using the PERL??

Lex Uijthof (lex at bigboned.euronet.nl) wrote*:
>
>Hi,
>
>I'm pretty new with RT2 and the install of it, but i had the same error
>in the beginning. My mistake was that the password i used during the
>installation for the rt_user was not the same as the password which
>was written in the Makefile in the rt directory.
>
>/tmp/rt/Makefile
>
>.
>.
># Set this to the password used by the rt database user
># *** Change This Before Installation***
>
>DB_RT_PASS              =       [your passwd]
>
>.
>.
>.
>
>When i modified my Makefile and then treid it again , my problem was
>solved.
>
>Hopefully will i solve your problem to.
>
>
>
>On Thu, 10 Jan 2002, Joel Webb wrote:
>
>>The first line of acl.mysql is a blank line.
>>
>>I deleted that and the next line---> same error
>>then I deleted the next line which I think you were referring to ---->same error
>>
>>For real, I think the setup would be a lot simpler if a mysql script was inacted.
>>Do any of you guys know where it is actually being setup in the installation
>>script?? Maybe I can install it that way??
>>
>>Here is the output of the error:
>>
>>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
>>@localhost' (Using password: YES) at tools/initdb line 144
>>Access denied for user: 'rt_user at localhost' (Using password: YES) at tools/initd
>>b line 144, <STDIN> line 1.
>>make: *** [initdb.rtuser] Error 255
>>
>>
>>
>>James Adam Sigler (hollow1 at cc.gatech.edu) wrote*:
>>>
>>>Joel,
>>>
>>>Before compiling remove the first two lines of the acl.mysql
>>>script in rt_directory(unzipped from distribution and Makefile
>>>edited)/etc. Try that and let me know if it works.
>>>
>>>
>>>Sincerely,
>>>-James Adam Sigler-
>>>
>>>
>>>
>>>James Adam Sigler
>>>Research Scientist
>>>College of Computing
>>>Georgia Tech
>>>Phone: 404-385-0391
>>>Office: CoC 211
>>>Email: hollow1 at cc.gatech.edu
>>>
>>>
>>>On Wed, 9 Jan 2002, Joel Webb wrote:
>>>
>>>> Adam,
>>>>
>>>> What file has the mysql.acl in it?? I am looking at the insertdata file but I
>>don't
>>>> see what lines you are talking about.
>>>>
>>>>
>>>> >I rewrote the mysql.acl script such
>>>> >that the first two lines of the template script were commneted out or
>>>> >deleted from the script. This will allow the third line which grants
>>>> >permissions to the rt_user in the database to run. In mysql acl scripts if
>>>> >any previous line fails the script exits and does not run subsequent
>>>> >lines. You must edit the template script thought becvause if you edit only
>>>> >the actual script run,
>>>>
>>>> If you are talking about the initacls.mysql SHELL script. That particular
script
>>>> looks like it is used many times by the perl instal script to make changes to
the
>>>> MYSQL database. The "first two lines" in that script are variables so I don't
>>know
>>>> which scripts to edit. Can you tell me the script name and the line numbers??
>>>> That would be great if you could do that.
>>>>
>>>>
>>>> >Adam
>>>> >
>>>> >On Tue, 8 Jan 2002, Joel Webb wrote:
>>>> >
>>>> >> I am using mysql for my database backend.
>>>> >>
>>>> >> Installs aren't normally this complicated for people who have been using
>>mysql.
>>>> >> Normally the installs are like this
>>>> >>
>>>> >> >mysql -u root rt2 -p < rt2databasesetup
>>>> >>
>>>> >> Then in the rt2databasesetup is all the commands that would be
>>>> >> used to setup the database initially. I like the perl script, that helps,
but
>>>> >> maintainance wise is a bear.
>>>> >>
>>>> >> Let me know what you guys think. I have already installed the script half-
way
>>and
>>>> >> then started checking the permissions inside mysql outside of the
script.Sort
>>of
>>>> >> pausing where I am and checking to see if the script works on the backend.
>>But I
>>>> >> couldn't see the new user or anything. Any help is appreciated.
>>>> >>
>>>> >> >> cp etc/acl.mysql '//opt/rt2/etc/acl.mysql'
>>>> >> >-Jam
>>>> >> >> /usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
>>>> >> >>                         s'!!DB_HOST!!'"localhost"'g;\
>>>> >> >>                         s'!!DB_RT_PASS!!'"myrt4m3       "'g;\
>>>> >> >>                         s'!!DB_RT_HOST!!'"localhost"'g;\
>>>> >> >>                         s'!!DB_RT_USER!!'"rt_user"'g;\
>>>> >> >>                         s'!!
DB_DATABASE!!'"rt2"'g;" //opt/rt2/etc/acl.mysql
>>>> >> >> Substitution replacement not terminated at -e line 1.
>>>> >> >> make: *** [acls] Error 255
>>>> >> --
>>>> >> Respectfully,
>>>> >>
>>>> >> Joel Webb
>>>> >> WebbGroup Network Systems LLC
>>>> >> www.webbgroup.net
>>>> >> 336.841.7241
>>>> >>
>>>> >>
>>>> >
>>>> >--
>>>> >
>>>> >Sincerely,
>>>> >-James Adam Sigler-
>>>> >
>>>> >
>>>> >
>>>> >James Adam Sigler
>>>> >Research Scientist
>>>> >College of Computing
>>>> >Georgia Tech
>>>> >Phone: 404-385-0391
>>>> >Office: CoC 211
>>>> >Email: hollow1 at cc.gatech.edu
>>>> >
>>>> >
>>>> --
>>>> Respectfully,
>>>>
>>>> Joel Webb
>>>> WebbGroup Network Systems LLC
>>>> www.webbgroup.net
>>>> 336.841.7241
>>>>
>>>>
>>>>
>>>> _______________________________________________
>>>> rt-users mailing list
>>>> rt-users at lists.fsck.com
>>>> http://lists.fsck.com/mailman/listinfo/rt-users
>>>>
>>>
>>--
>>Respectfully,
>>
>>Joel Webb
>>WebbGroup Network Systems LLC
>>www.webbgroup.net
>>336.841.7241
>>
>>
>>
>>_______________________________________________
>>rt-users mailing list
>>rt-users at lists.fsck.com
>>http://lists.fsck.com/mailman/listinfo/rt-users
>>
>Greetz,
>
>Lex Uijthof
>
>EuroNet Internet B.V. http://www.euronet.nl
>Lex Uijthof, OSS department
>Muiderstraat 1, Postbus 11095, 1001 GB Amsterdam
>
>
--
Respectfully,

Joel Webb
WebbGroup Network Systems LLC
www.webbgroup.net
336.841.7241





From joseph.l.hill at Dartmouth.EDU  Thu Jan 10 12:21:40 2002
From: joseph.l.hill at Dartmouth.EDU (Joseph L. Hill)
Date: Thu, 10 Jan 2002 12:21:40 -0500
Subject: [rt-users] auto reply to script generated mail
Message-ID: <47200000.1010683300@localhost>

Greetings,

I installed rt a few weeks ago and think it rocks, one problem I seek 
advice on:

I have a script on a web server that generates a mail message but is used 
by people without an email address, so the sender on this message is 
"nobody at mywebserver", rt receives this message from "nobody at mywebserver" 
and sends back a ticket but the mywebserver is not running sendmail so the 
msg goes into the bouncy bounce.

I'd like a way to tell rt "if the mail is from nobody at mywebserver" then 
don't send back any mail notifications.

I see my options as either running sendmail on mywebserver to receive the 
message from rt and dispose of it, or try to hack sendmail on the rt server 
so it doesn't send out a message if the recipient is "nobody at mywebserver".

Is there any way to tell rt to not reply if the incoming mail was from 
"nobody at mywebserver"?

Any and all advice much appreciated!
-joe


---------------------------
joseph.l.hill at dartmouth.edu
(603) 646-0387
---------------------------



From jesse at bestpractical.com  Thu Jan 10 12:52:20 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 10 Jan 2002 12:52:20 -0500
Subject: [rt-users] Pros Only - Install Problem
In-Reply-To: <20020110.nId.39549600@www.webbgroup.net>; from joel@webbgroup.net on Thu, Jan 10, 2002 at 05:22:22PM +0000
References: <20020110.nId.39549600@www.webbgroup.net>
Message-ID: <20020110125220.N3768@fsck.com>

From your installation log:
                         s'!!DB_RT_PASS!!'"myrt4m3       "'g;\


It _really_ looks to me like you have an embedded tab or set of spaces in there.
Start over with a clean copy of the sources. Really.

On Thu, Jan 10, 2002 at 05:22:22PM +0000, Joel Webb wrote:
> I am positive I am not fat fingering the password. The password also has been
> numerous times. I have used the default password. I have used new passwords. I have
> double checked to see if the passwords don't have blank spaces behind them.
> 
> Has anybody made a MySQL setup script instead of using the PERL??
> 
> Lex Uijthof (lex at bigboned.euronet.nl) wrote*:
> >
> >Hi,
> >
> >I'm pretty new with RT2 and the install of it, but i had the same error
> >in the beginning. My mistake was that the password i used during the
> >installation for the rt_user was not the same as the password which
> >was written in the Makefile in the rt directory.
> >
> >/tmp/rt/Makefile
> >
> >.
> >.
> ># Set this to the password used by the rt database user
> ># *** Change This Before Installation***
> >
> >DB_RT_PASS              =       [your passwd]
> >
> >.
> >.
> >.
> >
> >When i modified my Makefile and then treid it again , my problem was
> >solved.
> >
> >Hopefully will i solve your problem to.
> >
> >
> >
> >On Thu, 10 Jan 2002, Joel Webb wrote:
> >
> >>The first line of acl.mysql is a blank line.
> >>
> >>I deleted that and the next line---> same error
> >>then I deleted the next line which I think you were referring to ---->same error
> >>
> >>For real, I think the setup would be a lot simpler if a mysql script was inacted.
> >>Do any of you guys know where it is actually being setup in the installation
> >>script?? Maybe I can install it that way??
> >>
> >>Here is the output of the error:
> >>
> >>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
> >>@localhost' (Using password: YES) at tools/initdb line 144
> >>Access denied for user: 'rt_user at localhost' (Using password: YES) at tools/initd
> >>b line 144, <STDIN> line 1.
> >>make: *** [initdb.rtuser] Error 255
> >>
> >>
> >>
> >>James Adam Sigler (hollow1 at cc.gatech.edu) wrote*:
> >>>
> >>>Joel,
> >>>
> >>>Before compiling remove the first two lines of the acl.mysql
> >>>script in rt_directory(unzipped from distribution and Makefile
> >>>edited)/etc. Try that and let me know if it works.
> >>>
> >>>
> >>>Sincerely,
> >>>-James Adam Sigler-
> >>>
> >>>
> >>>
> >>>James Adam Sigler
> >>>Research Scientist
> >>>College of Computing
> >>>Georgia Tech
> >>>Phone: 404-385-0391
> >>>Office: CoC 211
> >>>Email: hollow1 at cc.gatech.edu
> >>>
> >>>
> >>>On Wed, 9 Jan 2002, Joel Webb wrote:
> >>>
> >>>> Adam,
> >>>>
> >>>> What file has the mysql.acl in it?? I am looking at the insertdata file but I
> >>don't
> >>>> see what lines you are talking about.
> >>>>
> >>>>
> >>>> >I rewrote the mysql.acl script such
> >>>> >that the first two lines of the template script were commneted out or
> >>>> >deleted from the script. This will allow the third line which grants
> >>>> >permissions to the rt_user in the database to run. In mysql acl scripts if
> >>>> >any previous line fails the script exits and does not run subsequent
> >>>> >lines. You must edit the template script thought becvause if you edit only
> >>>> >the actual script run,
> >>>>
> >>>> If you are talking about the initacls.mysql SHELL script. That particular
> script
> >>>> looks like it is used many times by the perl instal script to make changes to
> the
> >>>> MYSQL database. The "first two lines" in that script are variables so I don't
> >>know
> >>>> which scripts to edit. Can you tell me the script name and the line numbers??
> >>>> That would be great if you could do that.
> >>>>
> >>>>
> >>>> >Adam
> >>>> >
> >>>> >On Tue, 8 Jan 2002, Joel Webb wrote:
> >>>> >
> >>>> >> I am using mysql for my database backend.
> >>>> >>
> >>>> >> Installs aren't normally this complicated for people who have been using
> >>mysql.
> >>>> >> Normally the installs are like this
> >>>> >>
> >>>> >> >mysql -u root rt2 -p < rt2databasesetup
> >>>> >>
> >>>> >> Then in the rt2databasesetup is all the commands that would be
> >>>> >> used to setup the database initially. I like the perl script, that helps,
> but
> >>>> >> maintainance wise is a bear.
> >>>> >>
> >>>> >> Let me know what you guys think. I have already installed the script half-
> way
> >>and
> >>>> >> then started checking the permissions inside mysql outside of the
> script.Sort
> >>of
> >>>> >> pausing where I am and checking to see if the script works on the backend.
> >>But I
> >>>> >> couldn't see the new user or anything. Any help is appreciated.
> >>>> >>
> >>>> >> >> cp etc/acl.mysql '//opt/rt2/etc/acl.mysql'
> >>>> >> >-Jam
> >>>> >> >> /usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
> >>>> >> >>                         s'!!DB_HOST!!'"localhost"'g;\
> >>>> >> >>                         s'!!DB_RT_PASS!!'"myrt4m3       "'g;\
> >>>> >> >>                         s'!!DB_RT_HOST!!'"localhost"'g;\
> >>>> >> >>                         s'!!DB_RT_USER!!'"rt_user"'g;\
> >>>> >> >>                         s'!!
> DB_DATABASE!!'"rt2"'g;" //opt/rt2/etc/acl.mysql
> >>>> >> >> Substitution replacement not terminated at -e line 1.
> >>>> >> >> make: *** [acls] Error 255
> >>>> >> --
> >>>> >> Respectfully,
> >>>> >>
> >>>> >> Joel Webb
> >>>> >> WebbGroup Network Systems LLC
> >>>> >> www.webbgroup.net
> >>>> >> 336.841.7241
> >>>> >>
> >>>> >>
> >>>> >
> >>>> >--
> >>>> >
> >>>> >Sincerely,
> >>>> >-James Adam Sigler-
> >>>> >
> >>>> >
> >>>> >
> >>>> >James Adam Sigler
> >>>> >Research Scientist
> >>>> >College of Computing
> >>>> >Georgia Tech
> >>>> >Phone: 404-385-0391
> >>>> >Office: CoC 211
> >>>> >Email: hollow1 at cc.gatech.edu
> >>>> >
> >>>> >
> >>>> --
> >>>> Respectfully,
> >>>>
> >>>> Joel Webb
> >>>> WebbGroup Network Systems LLC
> >>>> www.webbgroup.net
> >>>> 336.841.7241
> >>>>
> >>>>
> >>>>
> >>>> _______________________________________________
> >>>> rt-users mailing list
> >>>> rt-users at lists.fsck.com
> >>>> http://lists.fsck.com/mailman/listinfo/rt-users
> >>>>
> >>>
> >>--
> >>Respectfully,
> >>
> >>Joel Webb
> >>WebbGroup Network Systems LLC
> >>www.webbgroup.net
> >>336.841.7241
> >>
> >>
> >>
> >>_______________________________________________
> >>rt-users mailing list
> >>rt-users at lists.fsck.com
> >>http://lists.fsck.com/mailman/listinfo/rt-users
> >>
> >Greetz,
> >
> >Lex Uijthof
> >
> >EuroNet Internet B.V. http://www.euronet.nl
> >Lex Uijthof, OSS department
> >Muiderstraat 1, Postbus 11095, 1001 GB Amsterdam
> >
> >
> --
> Respectfully,
> 
> Joel Webb
> WebbGroup Network Systems LLC
> www.webbgroup.net
> 336.841.7241
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From darrinw at nixc.net  Thu Jan 10 12:56:23 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Thu, 10 Jan 2002 12:56:23 -0500
Subject: [rt-users] Pros Only - Install Problem
In-Reply-To: <20020110.nId.39549600@www.webbgroup.net>; from joel@webbgroup.net on Thu, Jan 10, 2002 at 05:22:22PM +0000
References: <20020110.nId.39549600@www.webbgroup.net>
Message-ID: <20020110125623.A40413@nixc.net>

  |+ I am positive I am not fat fingering the password. The password also has been
  |+ numerous times. I have used the default password. I have used new passwords. I have
  |+ double checked to see if the passwords don't have blank spaces behind them.
  |+ 

Just curious.  What happens if you do a:

mysql -u rt_user -h <db_host> -p <rt-databasename> and when it prompts for
he password, enter what you know to be true.  Does this work?



From sean at thirteen.net  Thu Jan 10 13:08:07 2002
From: sean at thirteen.net (Sean Hussey)
Date: Thu, 10 Jan 2002 13:08:07 -0500
Subject: [rt-users] mailgate problem
Message-ID: <5.1.0.14.0.20020110130510.02a5e110@thirteen.net>

Hi everyone,

I'm still just post-install here, and configuring and trying things 
out.  This new issue has me a little stumped, though.

When sending mail, it comes back as returned--permission denied on 
rt-mailgate.  The exec perms seem ok:

-rwxr-sr-x    1 mako     rt           8749 Jan  7 17:34 rt-mailgate*

When I run the same comment on the command line, I get this error:

Can't write to '/web/mako/docs/rt2/logs/rt.log.23850.539': Permission 
denied at /usr/local/lib/perl5/site_perl/5.6.0/Log/Dispatch/File.pm line 68.

The perms on the logs directory:

sean at eskimo{/web/mako/docs/rt2/logs}: ls -la
total 12
drwxr-xr-x    2 www      rt           4096 Jan  8 17:22 ./
drwxr-xr-x    9 root     mako         4096 Jan  7 17:33 ../
-rw-------    1 www      www            85 Jan 10 12:08 rt.log.12514.0
-rwxrwxrwx    1 root     root            0 Jan  7 17:34 rt.log.27875.0*
-rw-------    1 www      www             0 Jan  7 18:10 rt.log.32608.0
-rw-r--r--    1 mako     people          0 Jan  7 21:47 rt.log.659.659

Any thoughts?  Should I set the sticky bit on the logs dir?

Thanks,

Sean




From jesse at bestpractical.com  Thu Jan 10 13:15:19 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 10 Jan 2002 13:15:19 -0500
Subject: [rt-users] mailgate problem
In-Reply-To: <5.1.0.14.0.20020110130510.02a5e110@thirteen.net>; from sean@thirteen.net on Thu, Jan 10, 2002 at 01:08:07PM -0500
References: <5.1.0.14.0.20020110130510.02a5e110@thirteen.net>
Message-ID: <20020110131519.O3768@fsck.com>

I believe you should only need to set the group-writable bit...


On Thu, Jan 10, 2002 at 01:08:07PM -0500, Sean Hussey wrote:
> Hi everyone,
> 
> I'm still just post-install here, and configuring and trying things 
> out.  This new issue has me a little stumped, though.
> 
> When sending mail, it comes back as returned--permission denied on 
> rt-mailgate.  The exec perms seem ok:
> 
> -rwxr-sr-x    1 mako     rt           8749 Jan  7 17:34 rt-mailgate*
> 
> When I run the same comment on the command line, I get this error:
> 
> Can't write to '/web/mako/docs/rt2/logs/rt.log.23850.539': Permission 
> denied at /usr/local/lib/perl5/site_perl/5.6.0/Log/Dispatch/File.pm line 68.
> 
> The perms on the logs directory:
> 
> sean at eskimo{/web/mako/docs/rt2/logs}: ls -la
> total 12
> drwxr-xr-x    2 www      rt           4096 Jan  8 17:22 ./
> drwxr-xr-x    9 root     mako         4096 Jan  7 17:33 ../
> -rw-------    1 www      www            85 Jan 10 12:08 rt.log.12514.0
> -rwxrwxrwx    1 root     root            0 Jan  7 17:34 rt.log.27875.0*
> -rw-------    1 www      www             0 Jan  7 18:10 rt.log.32608.0
> -rw-r--r--    1 mako     people          0 Jan  7 21:47 rt.log.659.659
> 
> Any thoughts?  Should I set the sticky bit on the logs dir?
> 
> Thanks,
> 
> Sean
> 
> 
> _______________________________________________
> 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 vr at dnt.md  Thu Jan 10 13:30:15 2002
From: vr at dnt.md (Veaceslav Revutchi)
Date: Thu, 10 Jan 2002 20:30:15 +0200
Subject: [rt-users] assigning user to certain queues only
Message-ID: <20020110203015.A73018@zeus.dnt.md>

hi

i am running 2.0.11. 
is there a way to specify that a user has access only to one certain
queue? i granted the user Create priviledge and he is able to create
in all queues. is there a way to prevent this?

any advice , pointers appreciated.
slava



From darrinw at nixc.net  Thu Jan 10 13:47:14 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Thu, 10 Jan 2002 13:47:14 -0500
Subject: [rt-users] assigning user to certain queues only
In-Reply-To: <20020110203015.A73018@zeus.dnt.md>; from vr@dnt.md on Thu, Jan 10, 2002 at 08:30:15PM +0200
References: <20020110203015.A73018@zeus.dnt.md>
Message-ID: <20020110134714.B40413@nixc.net>

  |+ i am running 2.0.11. 
  |+ is there a way to specify that a user has access only to one certain
  |+ queue? i granted the user Create priviledge and he is able to create
  |+ in all queues. is there a way to prevent this?

You can assign users either Global rights, or queue-specific
rights.  Souds like you have given the user global-create priviledges,
which is not what you want in this case.

Remove the Global rights, and just give him rights to the queues you want
them to access.





From bgeraldo at sockeye.com  Thu Jan 10 13:55:06 2002
From: bgeraldo at sockeye.com (Bolivar Geraldo)
Date: Thu, 10 Jan 2002 13:55:06 -0500 (EST)
Subject: [rt-users] PGP support?
Message-ID: <200201101855.g0AItBs7013529@fishy.sockeye.com>

Does the RT 2.0.11 support PGP?

-- 
Bolivar Geraldo (Junior)
NOC Analyst
Ph: 617-559-4031
Cell: 617-699-4315
E-mail: bgeraldo at sockeye.com
Pager: bgeraldo-pager at sockeye.com

Sockeye Networks, Inc.
275 Grove St., Suite 1-120
Newton, MA 02466-2272 
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 232 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020110/59b14aad/attachment.sig>

From sean at thirteen.net  Thu Jan 10 14:32:44 2002
From: sean at thirteen.net (Sean Hussey)
Date: Thu, 10 Jan 2002 14:32:44 -0500
Subject: [rt-users] mailgate problem
In-Reply-To: <20020110131519.O3768@fsck.com>
References: <5.1.0.14.0.20020110130510.02a5e110@thirteen.net>
 <5.1.0.14.0.20020110130510.02a5e110@thirteen.net>
Message-ID: <5.1.0.14.0.20020110143232.02a4efa8@thirteen.net>

Much too simple.  Thank you.  :)

Sean

At 01:15 PM 1/10/2002 -0500, Jesse Vincent wrote:
>I believe you should only need to set the group-writable bit...
>
>
>On Thu, Jan 10, 2002 at 01:08:07PM -0500, Sean Hussey wrote:
> > Hi everyone,
> >
> > I'm still just post-install here, and configuring and trying things
> > out.  This new issue has me a little stumped, though.
> >
> > When sending mail, it comes back as returned--permission denied on
> > rt-mailgate.  The exec perms seem ok:
> >
> > -rwxr-sr-x    1 mako     rt           8749 Jan  7 17:34 rt-mailgate*
> >
> > When I run the same comment on the command line, I get this error:
> >
> > Can't write to '/web/mako/docs/rt2/logs/rt.log.23850.539': Permission
> > denied at /usr/local/lib/perl5/site_perl/5.6.0/Log/Dispatch/File.pm 
> line 68.
> >
> > The perms on the logs directory:
> >
> > sean at eskimo{/web/mako/docs/rt2/logs}: ls -la
> > total 12
> > drwxr-xr-x    2 www      rt           4096 Jan  8 17:22 ./
> > drwxr-xr-x    9 root     mako         4096 Jan  7 17:33 ../
> > -rw-------    1 www      www            85 Jan 10 12:08 rt.log.12514.0
> > -rwxrwxrwx    1 root     root            0 Jan  7 17:34 rt.log.27875.0*
> > -rw-------    1 www      www             0 Jan  7 18:10 rt.log.32608.0
> > -rw-r--r--    1 mako     people          0 Jan  7 21:47 rt.log.659.659
> >
> > Any thoughts?  Should I set the sticky bit on the logs dir?
> >
> > Thanks,
> >
> > Sean
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
>
>--
>http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users





From sean at thirteen.net  Thu Jan 10 14:34:03 2002
From: sean at thirteen.net (Sean Hussey)
Date: Thu, 10 Jan 2002 14:34:03 -0500
Subject: [rt-users] Preventing users from viewing other user info
Message-ID: <5.1.0.14.0.20020110143250.02a911b8@thirteen.net>

Hi everyone,

I'd like to use this system for my clients to login to and check out the 
status of certain projects, but I don't want them to be able to click the 
Configuration link and get information on my other clients through the 
Users menu.  Is there a way to disable that access?

Thank you!

Sean




From feargal at thecia.ie  Thu Jan 10 14:40:43 2002
From: feargal at thecia.ie (Feargal Reilly)
Date: Thu, 10 Jan 2002 19:40:43 +0000
Subject: [rt-users] auto reply to script generated mail
In-Reply-To: <47200000.1010683300@localhost>
References: <47200000.1010683300@localhost>
Message-ID: <20020110194043.2224d3cd.feargal@thecia.ie>

I *think* you can set this in /path/to/rt2/etc/config.pm under the bit
'IsRTAddress'. But I'm not sure, so test it a bit.

-fr.

On Thu, 10 Jan 2002 12:21:40 -0500
"Joseph L. Hill" <joseph.l.hill at Dartmouth.EDU> wrote:

> Greetings,
> 
> I installed rt a few weeks ago and think it rocks, one problem I seek 
> advice on:
> 
> I have a script on a web server that generates a mail message but is used 
> by people without an email address, so the sender on this message is 
> "nobody at mywebserver", rt receives this message from "nobody at mywebserver" 
> and sends back a ticket but the mywebserver is not running sendmail so the 
> msg goes into the bouncy bounce.
> 
> I'd like a way to tell rt "if the mail is from nobody at mywebserver" then 
> don't send back any mail notifications.
> 
> I see my options as either running sendmail on mywebserver to receive the 
> message from rt and dispose of it, or try to hack sendmail on the rt server 
> so it doesn't send out a message if the recipient is "nobody at mywebserver".
> 
> Is there any way to tell rt to not reply if the incoming mail was from 
> "nobody at mywebserver"?
> 
> Any and all advice much appreciated!
> -joe
> 
> 
> ---------------------------
> joseph.l.hill at dartmouth.edu
> (603) 646-0387
> ---------------------------
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 


-- 
Feargal Reilly,                        | Communications House, 
Systems Administrator.                 | 1a Lower Pembroke Street,
The CIA - http://www.thecia.ie/        | Dublin 2,
Ph: +353-1-6768230 Fax: +353-1-6767720 | Ireland.

PGP fingerprint: 9EA0 F62E 2345 6062 E522 00F2 31D0 B1B0 D678 96DB

-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 187 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020110/9e7d4e60/attachment.sig>

From jesse at bestpractical.com  Thu Jan 10 16:14:31 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 10 Jan 2002 16:14:31 -0500
Subject: [rt-users] Preventing users from viewing other user info
In-Reply-To: <5.1.0.14.0.20020110143250.02a911b8@thirteen.net>; from sean@thirteen.net on Thu, Jan 10, 2002 at 02:34:03PM -0500
References: <5.1.0.14.0.20020110143250.02a911b8@thirteen.net>
Message-ID: <20020110161431.R3768@fsck.com>

Make them non-privileged users. This will force them to the "SelfService" UI
which will only let them see their own tickets.

On Thu, Jan 10, 2002 at 02:34:03PM -0500, Sean Hussey wrote:
> Hi everyone,
> 
> I'd like to use this system for my clients to login to and check out the 
> status of certain projects, but I don't want them to be able to click the 
> Configuration link and get information on my other clients through the 
> Users menu.  Is there a way to disable that access?
> 
> Thank you!
> 
> Sean
> 
> 
> _______________________________________________
> 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 sean at thirteen.net  Thu Jan 10 16:21:47 2002
From: sean at thirteen.net (Sean Hussey)
Date: Thu, 10 Jan 2002 16:21:47 -0500
Subject: [rt-users] Preventing users from viewing other user info
In-Reply-To: <20020110161431.R3768@fsck.com>
References: <5.1.0.14.0.20020110143250.02a911b8@thirteen.net>
 <5.1.0.14.0.20020110143250.02a911b8@thirteen.net>
Message-ID: <5.1.0.14.0.20020110162127.02a82208@thirteen.net>

At that point, can they only then view tickets, or can they still comment, 
reply, etc?

At 04:14 PM 1/10/2002 -0500, Jesse Vincent wrote:
>Make them non-privileged users. This will force them to the "SelfService" UI
>which will only let them see their own tickets.
>
>On Thu, Jan 10, 2002 at 02:34:03PM -0500, Sean Hussey wrote:
> > Hi everyone,
> >
> > I'd like to use this system for my clients to login to and check out the
> > status of certain projects, but I don't want them to be able to click the
> > Configuration link and get information on my other clients through the
> > Users menu.  Is there a way to disable that access?
> >
> > Thank you!
> >
> > Sean
> >
> >
> > _______________________________________________
> > 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 Kendric.Beachey at garmin.com  Thu Jan 10 16:31:42 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Thu, 10 Jan 2002 15:31:42 -0600
Subject: [rt-users] Preventing users from viewing other user info
Message-ID: <200201102131.PAA22040@dresden.garmin.com>

Hmm, I just gave this a try: I grabbed my user called "mrtest" and set him
up like this:

[x] Let this user access RT
[ ] Let this user be granted rights

Then I logged out, and logged back in as mrtest.

Sure enough, I'm looking at the SelfService interface (I assume that's what
this is, anyway).

But clicking all the links just leaves me on the same page.  Even "logout"
doesn't work.  I'll have to close my browser session and restart so I can
login as myself again.

Do I have something misconfigured somewhere?  In case it matters, mrtest
does not have any open tickets, so nothing is showing up in his limited
screen.

> -----Original Message-----
> From: Sean Hussey [mailto:sean at thirteen.net]
> Sent: Thursday, January 10, 2002 3:22 PM
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Preventing users from viewing other user info
> 
> 
> At that point, can they only then view tickets, or can they 
> still comment, 
> reply, etc?
> 
> At 04:14 PM 1/10/2002 -0500, Jesse Vincent wrote:
> >Make them non-privileged users. This will force them to the 
> "SelfService" UI
> >which will only let them see their own tickets.
> >
> >On Thu, Jan 10, 2002 at 02:34:03PM -0500, Sean Hussey wrote:
> > > Hi everyone,
> > >
> > > I'd like to use this system for my clients to login to 
> and check out the
> > > status of certain projects, but I don't want them to be 
> able to click the
> > > Configuration link and get information on my other 
> clients through the
> > > Users menu.  Is there a way to disable that access?
> > >
> > > Thank you!
> > >
> > > Sean
> > >
> > >
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.fsck.com
> > > http://lists.fsck.com/mailman/listinfo/rt-users
> > >
> >
> >--
> >http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020110/0e6a747b/attachment.htm>

From sleibowitz at btcwcu.org  Thu Jan 10 17:01:43 2002
From: sleibowitz at btcwcu.org (Sam Leibowitz)
Date: Thu, 10 Jan 2002 17:01:43 -0500 (EST)
Subject: [rt-users] Error - Can't locate object method "connect" via
 package  "DBI" (fwd)
Message-ID: <Pine.LNX.4.21.0201101700150.6400-100000@io.btcwcu.org>

In theory, the installation order of the modules shouldn't work. But I
typed this:

perl -e -MCPAN shell
 force install DBI
 force install Apache::DBI

...and it worked. Weird, neh? It now runs fine.

Thanks,

   Sam Leibowitz (sleibowitz at btcwcu.org)
   Project Manager
   Business Technology Center (http://www.btcwcu.org)






From sean at thirteen.net  Thu Jan 10 17:00:25 2002
From: sean at thirteen.net (Sean Hussey)
Date: Thu, 10 Jan 2002 17:00:25 -0500
Subject: [rt-users] Preventing users from viewing other user info
In-Reply-To: <5.1.0.14.0.20020110162127.02a82208@thirteen.net>
References: <20020110161431.R3768@fsck.com>
 <5.1.0.14.0.20020110143250.02a911b8@thirteen.net>
 <5.1.0.14.0.20020110143250.02a911b8@thirteen.net>
Message-ID: <5.1.0.14.0.20020110170002.03a4d1b8@thirteen.net>

Sorry, answered my own question.  Please ignore.  Thank you.

At 04:21 PM 1/10/2002 -0500, Sean Hussey wrote:
>At that point, can they only then view tickets, or can they still comment, 
>reply, etc?
>
>At 04:14 PM 1/10/2002 -0500, Jesse Vincent wrote:
>>Make them non-privileged users. This will force them to the "SelfService" UI
>>which will only let them see their own tickets.
>>
>>On Thu, Jan 10, 2002 at 02:34:03PM -0500, Sean Hussey wrote:
>> > Hi everyone,
>> >
>> > I'd like to use this system for my clients to login to and check out the
>> > status of certain projects, but I don't want them to be able to click the
>> > Configuration link and get information on my other clients through the
>> > Users menu.  Is there a way to disable that access?
>> >
>> > Thank you!
>> >
>> > Sean
>> >
>> >
>> > _______________________________________________
>> > rt-users mailing list
>> > rt-users at lists.fsck.com
>> > http://lists.fsck.com/mailman/listinfo/rt-users
>> >
>>
>>--
>>http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
>
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users





From joel at webbgroup.net  Thu Jan 10 18:53:26 2002
From: joel at webbgroup.net (Joel Webb)
Date: Thu, 10 Jan 2002 23:53:26 +0000
Subject: [rt-users] Pros Only - Install Problem
Message-ID: <20020110.rlH.93709900@www.webbgroup.net>

>Just curious.  What happens if you do a:
>
>mysql -u rt_user -h <db_host> -p <rt-databasename> and when it prompts for
>he password, enter what you know to be true.  Does this work?
>
Yes it works, I even deleted all the stuff I was working from and started with a
fresh source like somebody suggested.

I left the default password the same in the Makefile. Will it crap out if I use the
default password?? I know it says to change it. I just don't know if that is just
for security purposes, of they make you change the password for security purposes.
What is the deal?? NOBODY has answered my question about running a MYSQL script to
set up the database. Has anybody created one??

Enter the mysql administrator's database password to nondestructively reload the
database
Enter password:
/usr/bin/perl   tools/initdb 'mysql' '/usr' '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
--
Respectfully,

Joel Webb
WebbGroup Network Systems LLC
www.webbgroup.net
336.841.7241





From teo.dehesselle at uts.edu.au  Thu Jan 10 19:24:35 2002
From: teo.dehesselle at uts.edu.au (Teo de Hesselle)
Date: Fri, 11 Jan 2002 11:24:35 +1100
Subject: [rt-users] PGP support?
In-Reply-To: <200201101855.g0AItBs7013529@fishy.sockeye.com>
References: <200201101855.g0AItBs7013529@fishy.sockeye.com>
Message-ID: <20020111002435.GF13680@preto.itd.uts.edu.au>

An embedded and charset-unspecified text was scrubbed...
Name: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020111/86f70583/attachment.ksh>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 232 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020111/86f70583/attachment.sig>

From mattp at esec.com.au  Thu Jan 10 19:43:18 2002
From: mattp at esec.com.au (Matthew Peters)
Date: Fri, 11 Jan 2002 11:43:18 +1100
Subject: [rt-users] PGP support?
References: <200201101855.g0AItBs7013529@fishy.sockeye.com> <20020111002435.GF13680@preto.itd.uts.edu.au>
Message-ID: <3C3E3526.4E118857@esec.com.au>

Teo de Hesselle wrote:
> 
> On Thu, Jan 10, 2002 at 01:55:06PM -0500, Bolivar Geraldo wrote:
> > Does the RT 2.0.11 support PGP?
> 
> RT has no real support for PGP - but you can always wrap your mail gateway
> with procmail and some commandline tools to validate incoming PGP signatures,
> or possibly decrypt encrypted mail.

However, there is an enhanced-mailgate available in the contrib download
area
at http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/.  This claims to
support
PGP, but to what extent, I do not know.

	-Matthew Peters
	 Security Analyst
	 eSec Limited



From JHunter at 7global.com  Fri Jan 11 03:18:58 2002
From: JHunter at 7global.com (Hunter, Jonathan)
Date: Fri, 11 Jan 2002 08:18:58 -0000
Subject: [rt-users] Autoreply: "can't build entity: no body, and not multipart"
Message-ID: <E01E58B6EFE5BF43BA805A0B149823BB5718E2@liv-mis-ex-01.7global.com>

Hi,

I recently installed RT 2.0.10 (the latest at the time), and have so far been very impressed with it. Unfortunately, last night I got a little over-enthusiastic and decided to customise my templates and scrips a little more. After doing this, and also making some permissions changes within RT, something broke :-(

Now, whenever a requestor emails RT to create a new ticket, they get an email bounce similar to this, from Mailer-Daemon at rt-host :

The following text was generated during the delivery attempt:
------ pipe to |/home/rt/rt2/bin/rt-mailgate --queue tickets --action correspond
can't build entity: no body, and not multipart
------ This is a copy of the message, including all the headers. ------

Despite the bounce, a new ticket is created successfully - but the AutoReply template is never sent to the requestor, presumably due to the error above. As far as I can tell, I've put all permissions back to the way they were before - but the above error still occurs.

I've searched the archives, and found the following, which seems to be a similar problem:
http://lists.fsck.com/pipermail/rt-devel/2001-March/000985.html

Unfortunately I don't know how to produce full debug logs similar to Carl's in the message above. Is it as simple as adding "--debug" to the commandline for rt?

I am in the lucky position of not having any real data in my RT system yet, so if needed I can simply blow away the database and start over. But, I would much rather help track this bug down and solve it!

I'm happy to email Jesse off-list and provide a login (RT and/or ssh) to my RT system if that helps. I will also try some more things later on today, and see if I can figure out where this error is coming from - I'll post a reply to the list if I find anything.

Oh, and I have looked at the ChangeLog for 2.0.11. I can't see anything that obviously fixes the above problem. If I have missed it, then apologies and I will upgrade to 2.0.11..

Thanks for your help!

Jonathan



From christian.steger at ripe.at  Fri Jan 11 05:31:50 2002
From: christian.steger at ripe.at (Christian Steger)
Date: Fri, 11 Jan 2002 11:31:50 +0100
Subject: [rt-users] segfaults apache-ssl
Message-ID: <000f01c19a8b$2e047420$1414a8c0@ripe01>

Hi there,

i know it was discussed several times already - following situation:

rt2.0.11

apache-ssl 1.3.22
mod_perl 1.26 (in apache compiled)

from time to time I see in the errorlog an segfault.
I could actually not find any ressources about that.

Any ideas whats happen - how to solve this issue ?

Thanks

chris



---
Christian Steger - christian.steger at ripe.at
CS552-RIPE ++ OE1CRD








From ian at assv.net  Fri Jan 11 09:30:50 2002
From: ian at assv.net (Ian D)
Date: 11 Jan 2002 15:30:50 +0100
Subject: [rt-users] Final Priority
Message-ID: <m2pu4hvu1x.fsf@dominatrix.lackflicka.nu>

What is Final Priority, and how should one use it?
-- 
/Ian D
ian at assv.net




From JHunter at 7global.com  Fri Jan 11 09:39:57 2002
From: JHunter at 7global.com (Hunter, Jonathan)
Date: Fri, 11 Jan 2002 14:39:57 -0000
Subject: [rt-users] Autoreply: "can't build entity: no body, and not multipart"
Message-ID: <E01E58B6EFE5BF43BA805A0B149823BB5718E4@liv-mis-ex-01.7global.com>

> Now, whenever a requestor emails RT to create a new ticket, 
> they get an email bounce similar to this, from Mailer-Daemon at rt-host :
> 
[...]
> can't build entity: no body, and not multipart

OK. I am pleased to report that I have found the problem.. And, I can also report that it was a "user configuration error", rather than anything wrong with RT per se. This was one of those problems that you just can't spot even though you re-read the same code over and over again :-)

Here is what I'd done. Whilst editing one of my templates, I added the following string to the body text. Spot the mistake:

"..your ticket ID is [{$rtname} #$Ticket->id()}]"

By simply adding the missing "{", everything started working again. Simple enough, once I found it..!

I guess I have two remaining questions then..

1. Is there an easy way of stopping RT barfing on this type of syntax error? I haven't looked at much code so far, but is it possible to execute the {...} replacements from the templates within an @eval() block?

Even if not, at least this message will now be in the mailing list archives, so anyone experiencing the same problem in future should be able to find a fix. Is it worth adding this to the Installation or Administration sections of the FAQ?

2. How do I delete templates? I created two test templates for the queue in question whilst trying to debug this, and now I've finished with them I'd like to remove them. I must be missing something obvious, but I can't see a "delete" link anywhere??

Thanks again for your help!

Regards,

Jonathan



From awfief at usg.tufts.edu  Fri Jan 11 10:49:39 2002
From: awfief at usg.tufts.edu (Sheeri Kritzer)
Date: Fri, 11 Jan 2002 10:49:39 -0500 (EST)
Subject: [rt-users] RT_System opening tickets?
Message-ID: <Pine.LNX.4.33.0201111048370.23587-100000@prickpunch.usg.tufts.edu>

Hey there, I'm running RT 2.0.9, and for some reason, after a ticket is 
closed, sometimes RT_System opened it up.  A co-worker noticed it and 
asked me why it happened, and I didn't know.  Then it happened to one of 
my tickets.

anyone else had this function?  

-- 
Sheeri Kritzer
Systems Administrator
University Systems Group
Tufts University
617-627-3925
sheeri.kritzer at tufts.edu




From tom at eborcom.com  Thu Jan 10 04:24:54 2002
From: tom at eborcom.com (Tom Hukins)
Date: Thu, 10 Jan 2002 09:24:54 +0000
Subject: [rt-users] configuration
In-Reply-To: <5.1.0.14.0.20020109215446.01f0cec0@pbo.net>; from dneedham@pbo.net on Wed, Jan 09, 2002 at 09:55:04PM -0500
References: <5.1.0.14.0.20020109215446.01f0cec0@pbo.net>
Message-ID: <20020110092453.A7363@eborcom.com>

On Wed, Jan 09, 2002 at 09:55:04PM -0500, Doug Needham wrote:
> 
> The command I used to build mod_perl was :
> 
> perl Makefile.PL USE_APXS=1 WITH_APXS=%{_sbindir}/apxs EVERYTHING=1
> make

Okay, so you're building mod_perl as a DSO.  RT's README says:
  If you compile mod_perl as a DSO, you're on your own. It's known to
  have massive stability problems.

I suggest you try building Apache and mod_perl with DSO disabled
<http://perl.apache.org/guide/install.html>.

Also, it might be worth looking in Apache's error log to see if there
are any clues in there.

Tom



From tom at eborcom.com  Thu Jan 10 11:32:02 2002
From: tom at eborcom.com (Tom Hukins)
Date: Thu, 10 Jan 2002 16:32:02 +0000
Subject: [rt-users] Error - Can't locate object method "connect" via package "DBI"
In-Reply-To: <3C3DBACD.1510B918@liceaga.facmed.unam.mx>; from agalindo@liceaga.facmed.unam.mx on Thu, Jan 10, 2002 at 10:01:17AM -0600
References: <Pine.LNX.4.21.0201101023030.4460-100000@io.btcwcu.org> <3C3DBACD.1510B918@liceaga.facmed.unam.mx>
Message-ID: <20020110163202.A16245@eborcom.com>

On Thu, Jan 10, 2002 at 10:01:17AM -0600, Adrian Galindo wrote:
> Sam Leibowitz escribi?:
> > 
> > Yesterday, I got most of hte way through an install or RT on a SuSE 7.3
> > box. After a nagging problem where Apache wasn't able to find the DBI.pm
> > module was resolved (I copied it from one directory to another to fix it),
> > the server starts, but throws a 500 internal server error. The error in
> > the log reads:

That's because you haven't installed the module properly.  DBI, and
many other Perl modules, use various support files as well as the
basic DBI.pm file.

Try installing DBI properly, using CPAN.pm or the "perl Makefile.PL"
method.

If your Perl still can't find the DBI module, use "use lib" or the
PERL5LIB environment variable.

> You have to install the package DBI _after_ the Apache::DBI
> The order is important here. I've been looking too for this, and as far
> I got, is not documented. Maybe would be a good entry to the FAQ.

This is wrong.  In terms of installation, you should deal with DBI
before Apache::DBI.

However, if you're talking about using the modules in your Apache
configuration, then use/requiring DBI before Apache::DBI will cause
problems.  However, once you've done a "use Apache::DBI", there's no
need to do a "use DBI" because Apache::DBI does this for you and takes
over DBI's namespace.

For more details see
http://perl.apache.org/guide/databases.html#Apache_DBI_Initiate_a_persist

Tom



From jesse at bestpractical.com  Fri Jan 11 12:51:14 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 11 Jan 2002 12:51:14 -0500
Subject: [rt-users] RT_System opening tickets?
In-Reply-To: <Pine.LNX.4.33.0201111048370.23587-100000@prickpunch.usg.tufts.edu>; from awfief@usg.tufts.edu on Fri, Jan 11, 2002 at 10:49:39AM -0500
References: <Pine.LNX.4.33.0201111048370.23587-100000@prickpunch.usg.tufts.edu>
Message-ID: <20020111125114.J3768@fsck.com>

RT automatically opens tickets when you start doing things
like adding new updates to them. (And yes, in the distant future, this 
should all be done with Scrips, rather than hard-coded)


On Fri, Jan 11, 2002 at 10:49:39AM -0500, Sheeri Kritzer wrote:
> Hey there, I'm running RT 2.0.9, and for some reason, after a ticket is 
> closed, sometimes RT_System opened it up.  A co-worker noticed it and 
> asked me why it happened, and I didn't know.  Then it happened to one of 
> my tickets.
> 
> anyone else had this function?  
> 
> -- 
> Sheeri Kritzer
> Systems Administrator
> University Systems Group
> Tufts University
> 617-627-3925
> sheeri.kritzer at tufts.edu
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From khera at kcilink.com  Fri Jan 11 12:51:53 2002
From: khera at kcilink.com (Vivek Khera)
Date: Fri, 11 Jan 2002 12:51:53 -0500
Subject: [rt-users] configuration
In-Reply-To: <20020110092453.A7363@eborcom.com>
References: <5.1.0.14.0.20020109215446.01f0cec0@pbo.net>
	<20020110092453.A7363@eborcom.com>
Message-ID: <15423.9785.742980.940617@onceler.kciLink.com>

>>>>> "TH" == Tom Hukins <tom at eborcom.com> writes:

TH> Okay, so you're building mod_perl as a DSO.  RT's README says:
TH>   If you compile mod_perl as a DSO, you're on your own. It's known to
TH>   have massive stability problems.

Depends on your system and your perl.  With FreeBSD 4.x and the system
perl, the *only* issue is a massive memory leak on apache restart:
cure is to stop/start the server instead.

I'm doing testing with FreeBSD 4.x and perl 5.6.1 to see if the same
memory leak occurs.  The expectation is that the leak will go
away... hmm quick test shows much smaller leak on restart, but still
there.

There are no stability issues at all with this configuration.

-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
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 bspage at unity.ncsu.edu  Thu Jan 10 15:17:19 2002
From: bspage at unity.ncsu.edu (Shawn Page)
Date: Thu, 10 Jan 2002 15:17:19 -0500
Subject: [rt-users] mailer daemon email
Message-ID: <3C3DF6CE.9ED5847E@unity.ncsu.edu>

A message was sent to an incorrect email address from RT 2.0.7.  The
mailer-daemon sent the usual message stating that the address does not
exist, whereupon RT sent a reply to the new mailer-daemon user.  Is
there a way to keep RT from sending these messages to the mailer-daemon?

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


-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020110/75c969c2/attachment.htm>

From bruce_campbell at ripe.net  Fri Jan 11 12:59:05 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 11 Jan 2002 18:59:05 +0100 (CET)
Subject: [rt-users] Autoreply: "can't build entity: no body, and not
 multipart"
In-Reply-To: <E01E58B6EFE5BF43BA805A0B149823BB5718E4@liv-mis-ex-01.7global.com>
Message-ID: <Pine.LNX.4.31.0201111855060.23554-100000@x22.ripe.net>

On Fri, 11 Jan 2002, Hunter, Jonathan wrote:

> 1. Is there an easy way of stopping RT barfing on this type of syntax
> error? I haven't looked at much code so far, but is it possible to
> execute the {...} replacements from the templates within an @eval()
> block?

Being able to see what a template looks like would be useful, particularly
against a given ticket/attachment.

> 2. How do I delete templates? I created two test templates for the
> queue in question whilst trying to debug this, and now I've finished
> with them I'd like to remove them. I must be missing something
> obvious, but I can't see a "delete" link anywhere??

Nope.  You either keep on editing it (everything can change), or simply
don't refer to it in your Scrips.  You can't delete it from the WebUI.


-- 
                             Bruce Campbell                            RIPE
                                                                        NCC
                                                                 Operations




From bruce_campbell at ripe.net  Fri Jan 11 13:24:20 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 11 Jan 2002 19:24:20 +0100 (CET)
Subject: [rt-users] RT_System opening tickets?
In-Reply-To: <20020111125114.J3768@fsck.com>
Message-ID: <Pine.LNX.4.31.0201111859590.23554-100000@x22.ripe.net>

On Fri, 11 Jan 2002, Jesse Vincent wrote:

> RT automatically opens tickets when you start doing things
> like adding new updates to them. (And yes, in the distant future, this
> should all be done with Scrips, rather than hard-coded)

OnCorrespond ReOpenTicket with template Blank ?

Hrm, would the following work (as RT::Action::ReOpenTicket) ?

( brief sideline in trying to stop from going mad on other matters )

-- 
                             Bruce Campbell                            RIPE
                                                                        NCC
                                                                 Operations

	# Copyright guff - 2002  Bruce Campbell (bruce_campbell at ripe.net)
	package RT::Action::ReOpenTicket;
	require RT::Action::Generic;

	@ISA = qw(RT::Action::Generic);

	=head1 NAME

	RT::Action::ReOpenTicket - An Action to re-open a ticket if two
	conditions are met - correspondence has come in, and the ticket
	is marked as resolved.

	=head1 SYNOPSIS

	require RT::Action::ReOpenTicket;
	@ISA = qw(RT::Action::ReOpenTicket);

	=head1 DESCRIPTION

	This only affects tickets which are resolved.  Tickets with any
	other status stay that way.

	Does not send email when this happens.  In Scrip terms, this is:

		OnCorrespond ReOpenTicket with template Blank

	=begin testing

	ok (require RT::TestHarness);
	ok (require RT::Action::Generic);

	=end testing

	=head1 AUTHOR

	Bruce Campbell <bruce_campbell at ripe.net>

	=head1 SEE ALSO

	perl(1), RT

	=cut

	# Prepare ourselves.  Check if this ticket is resolved.
	sub Prepare {
		my $self = shift;

		my $retval = 0;
		if( $self->TicketObj ){
			if( $self->TicketObj->Status =~ /resolve/i ){
				$retval = 1;
			}
		}else{
			$RT::Logger->warning("No ticket object handed to $self\n");
		}
		return( $retval );
	}

	# Open the ticket.
	sub Commit {

		my $self = shift;
		my $retval = 0;
		if( $self->TicketObj ){
			# Let this module be reused if we want to do something
			# else with it.
			my $action = $self->Argument || "open";

			# SetStatus takes care of current user etc.
			$retval = $self->TicketObj->SetStatus( $action );
		}else{
			$RT::Logger->warning("No ticket object handed to $self\n");
		}
		return( $retval );
	}





From bruce_campbell at ripe.net  Fri Jan 11 13:31:14 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 11 Jan 2002 19:31:14 +0100 (CET)
Subject: [rt-users] mailer daemon email
In-Reply-To: <3C3DF6CE.9ED5847E@unity.ncsu.edu>
Message-ID: <Pine.LNX.4.31.0201111924510.23554-100000@x22.ripe.net>

On Thu, 10 Jan 2002, Shawn Page wrote:

> A message was sent to an incorrect email address from RT 2.0.7.  The
> mailer-daemon sent the usual message stating that the address does not
> exist, whereupon RT sent a reply to the new mailer-daemon user.  Is
> there a way to keep RT from sending these messages to the mailer-daemon?

My current madness (see other ticket) is reimplementing
AutoReplyToRequestors to observe a 'do not send autoreplies' field in the
given user's comment.  (so we can not autoreply to all of our cutsie log
reports etc).  Would that help you?

( ie, find the mailer-daemon's user record, put this do not send
  autoreplies in there, and RT will happily ignore its ever-after )

The main thing that is driving me mad is my desire to also catch runaway
mail loops, by doing the classic leaky bucket routine in my OnCorrespond
condition (ie, loop is detected, automagically add in the comment to
suppress replies, loop goes away), but this is proving more difficult than
I first thought as one cannot keep the user on autoreply-ignore ;)


-- 
                             Bruce Campbell                            RIPE
                                                                        NCC
                                                                 Operations




From joel at webbgroup.net  Fri Jan 11 13:34:49 2002
From: joel at webbgroup.net (Joel Webb)
Date: Fri, 11 Jan 2002 18:34:49 +0000
Subject: [rt-users] Pros Only - Install Problem
Message-ID: <20020111.ZPL.19185000@www.webbgroup.net>

I can access the database outside useing the command prompt or through an admin gui
interface. So that is why I know there is a problem with the script.

Any ideas

Darrin Walton (darrinw at nixc.net) wrote*:
>
>|+ I am positive I am not fat fingering the password. The password also has been
>|+ numerous times. I have used the default password. I have used new passwords. I
have
>|+ double checked to see if the passwords don't have blank spaces behind them.
>|+
>
>Just curious.  What happens if you do a:
>
>mysql -u rt_user -h <db_host> -p <rt-databasename> and when it prompts for
>he password, enter what you know to be true.  Does this work?
>
--
Respectfully,

Joel Webb
WebbGroup Network Systems LLC
www.webbgroup.net
336.841.7241





From bruce_campbell at ripe.net  Fri Jan 11 13:36:29 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 11 Jan 2002 19:36:29 +0100 (CET)
Subject: [rt-users] Scrip Action/Condition/Template Archive.
Message-ID: <Pine.LNX.4.31.0201111934340.23554-100000@x22.ripe.net>

Is there someone out there who is keeping a large archive of various
ScripConditions, ScripActions and Templates beyond what is in the
distribution site?

And if the answer to the previous is 'yes', then the next obvious question
would be 'whats the URL'? ;)

-- 
                             Bruce Campbell                            RIPE
                                                                        NCC
                                                                 Operations




From jesse at bestpractical.com  Fri Jan 11 14:13:38 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 11 Jan 2002 14:13:38 -0500
Subject: [rt-users] Scrip Action/Condition/Template Archive.
In-Reply-To: <Pine.LNX.4.31.0201111934340.23554-100000@x22.ripe.net>; from bruce_campbell@ripe.net on Fri, Jan 11, 2002 at 07:36:29PM +0100
References: <Pine.LNX.4.31.0201111934340.23554-100000@x22.ripe.net>
Message-ID: <20020111141338.M3768@fsck.com>


On Fri, Jan 11, 2002 at 07:36:29PM +0100, Bruce Campbell wrote:
> 
> Is there someone out there who is keeping a large archive of various
> ScripConditions, ScripActions and Templates beyond what is in the
> distribution site?
> 
> And if the answer to the previous is 'yes', then the next obvious question
> would be 'whats the URL'? ;)


Seconded ;)  If you've got a ScripCondition, ScripAction or Template that
you'd like included in the official contrib archive, send it to me as:

* A README, explicitly mentioning a license and copyright for the code
* A tarball including the relevant code and another copy of the README

Thanks,

Jesse

> 
> -- 
>                              Bruce Campbell                            RIPE
>                                                                         NCC
>                                                                  Operations
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jesse at bestpractical.com  Fri Jan 11 14:15:36 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 11 Jan 2002 14:15:36 -0500
Subject: [rt-users] RT_System opening tickets?
In-Reply-To: <Pine.LNX.4.31.0201111859590.23554-100000@x22.ripe.net>; from bruce_campbell@ripe.net on Fri, Jan 11, 2002 at 07:24:20PM +0100
References: <20020111125114.J3768@fsck.com> <Pine.LNX.4.31.0201111859590.23554-100000@x22.ripe.net>
Message-ID: <20020111141536.N3768@fsck.com>

Without running that code, yeah, it looks like it would work.

On Fri, Jan 11, 2002 at 07:24:20PM +0100, Bruce Campbell wrote:
> On Fri, 11 Jan 2002, Jesse Vincent wrote:
> 
> > RT automatically opens tickets when you start doing things
> > like adding new updates to them. (And yes, in the distant future, this
> > should all be done with Scrips, rather than hard-coded)
> 
> OnCorrespond ReOpenTicket with template Blank ?
> 
> Hrm, would the following work (as RT::Action::ReOpenTicket) ?
> 
> ( brief sideline in trying to stop from going mad on other matters )
> 
> -- 
>                              Bruce Campbell                            RIPE
>                                                                         NCC
>                                                                  Operations
> 
> 	# Copyright guff - 2002  Bruce Campbell (bruce_campbell at ripe.net)
> 	package RT::Action::ReOpenTicket;
> 	require RT::Action::Generic;
> 
> 	@ISA = qw(RT::Action::Generic);
> 
> 	=head1 NAME
> 
> 	RT::Action::ReOpenTicket - An Action to re-open a ticket if two
> 	conditions are met - correspondence has come in, and the ticket
> 	is marked as resolved.
> 
> 	=head1 SYNOPSIS
> 
> 	require RT::Action::ReOpenTicket;
> 	@ISA = qw(RT::Action::ReOpenTicket);
> 
> 	=head1 DESCRIPTION
> 
> 	This only affects tickets which are resolved.  Tickets with any
> 	other status stay that way.
> 
> 	Does not send email when this happens.  In Scrip terms, this is:
> 
> 		OnCorrespond ReOpenTicket with template Blank
> 
> 	=begin testing
> 
> 	ok (require RT::TestHarness);
> 	ok (require RT::Action::Generic);
> 
> 	=end testing
> 
> 	=head1 AUTHOR
> 
> 	Bruce Campbell <bruce_campbell at ripe.net>
> 
> 	=head1 SEE ALSO
> 
> 	perl(1), RT
> 
> 	=cut
> 
> 	# Prepare ourselves.  Check if this ticket is resolved.
> 	sub Prepare {
> 		my $self = shift;
> 
> 		my $retval = 0;
> 		if( $self->TicketObj ){
> 			if( $self->TicketObj->Status =~ /resolve/i ){
> 				$retval = 1;
> 			}
> 		}else{
> 			$RT::Logger->warning("No ticket object handed to $self\n");
> 		}
> 		return( $retval );
> 	}
> 
> 	# Open the ticket.
> 	sub Commit {
> 
> 		my $self = shift;
> 		my $retval = 0;
> 		if( $self->TicketObj ){
> 			# Let this module be reused if we want to do something
> 			# else with it.
> 			my $action = $self->Argument || "open";
> 
> 			# SetStatus takes care of current user etc.
> 			$retval = $self->TicketObj->SetStatus( $action );
> 		}else{
> 			$RT::Logger->warning("No ticket object handed to $self\n");
> 		}
> 		return( $retval );
> 	}
> 
> 
> 

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



From jesse at bestpractical.com  Fri Jan 11 14:34:33 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 11 Jan 2002 14:34:33 -0500
Subject: [rt-users] Autoreply: "can't build entity: no body, and not multipart"
In-Reply-To: <Pine.LNX.4.31.0201111855060.23554-100000@x22.ripe.net>; from bruce_campbell@ripe.net on Fri, Jan 11, 2002 at 06:59:05PM +0100
References: <E01E58B6EFE5BF43BA805A0B149823BB5718E4@liv-mis-ex-01.7global.com> <Pine.LNX.4.31.0201111855060.23554-100000@x22.ripe.net>
Message-ID: <20020111143433.R3768@fsck.com>


> > 2. How do I delete templates? I created two test templates for the
> > queue in question whilst trying to debug this, and now I've finished
> > with them I'd like to remove them. I must be missing something
> > obvious, but I can't see a "delete" link anywhere??
> 
> Nope.  You either keep on editing it (everything can change), or simply
> don't refer to it in your Scrips.  You can't delete it from the WebUI.
> 

That's rather a bug. Jonathan: can you send a writeup to rt-2.0-bugs at fsck.com ?
> 
> -- 
>                              Bruce Campbell                            RIPE
>                                                                         NCC
>                                                                  Operations
> 
> 
> _______________________________________________
> 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 bgeraldo at sockeye.com  Fri Jan 11 14:45:08 2002
From: bgeraldo at sockeye.com (Bolivar Geraldo)
Date: Fri, 11 Jan 2002 14:45:08 -0500 (EST)
Subject: [rt-users] IfTicketPriorityExceeds
Message-ID: <200201111945.g0BJjDs7015143@fishy.sockeye.com>

Hello all,

In the contribs there is a scrip condition called

IfTicketPriorityExceeds

that I would like to install in my RT instance.  Is there a readme or
documentation on how to do this?  Can anyone tell me how?

Bolivar
-- 
Bolivar Geraldo (Junior)
NOC Analyst
Ph: 617-559-4031
Cell: 617-699-4315
E-mail: bgeraldo at sockeye.com
Pager: bgeraldo-pager at sockeye.com

Sockeye Networks, Inc.
275 Grove St., Suite 1-120
Newton, MA 02466-2272 
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 232 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020111/6a9eb700/attachment.sig>

From greg at oreilly.com  Fri Jan 11 15:04:04 2002
From: greg at oreilly.com (Greg Dickerson)
Date: Fri, 11 Jan 2002 12:04:04 -0800
Subject: [rt-users] Request for advice RT-2.0.9/RT-2.0.11 (blank message bodies)
Message-ID: <00db01c19adb$1e94ad20$961e18ac@wiggler>

Hi All,

                I finally upgraded from RT 2.0.0 to RT 2.0.11 this week and really love the bug fixes/improvements. One issue has
since come up that I'm not sure how to track down. After the upgrade I started getting customers complaining that messages were
getting sent with no body? After testing this we did see the issues on intermittent tickets. To try and solve this I rolled back to
2.0.9 and did the following,

1) Backed up DB (mysqldump -c -t -u*user* -p rt2 > rt2.sqldump)

            2) Dropped and recreated database (mysqladmin drop rt2 -p) (mysqladmin create rt2 -p)

                3) Imported the new DB Schema (mysql -u*user* -p rt2 < rt-2-0.9/etc/schema.mysql)

            4) Imported the data (mysql -u *user* -p rt2  < rt2.sqldump)

            5) Ran make upgrade on rt-2.0.9

All tests seem to have worked. We tested the email and were seeing that all bodies were now getting sent. Since then we are still
getting weird results, one out of every 20 or so tickets are getting sent without a body the user is only seeing the header and no
content. The only system changes were to the DB schema and to RT.



Has anyone else seen this? I can provide more info on request as I'm stumped.



System Info

            RT-2.0.9

            MySQL 3.23.39

            SendMail 8.9.3

            Apache 1.3.20 / Mod_Perl 1.25 /Mod_SSL 2.8.4

            DB has ~18000 tickets





Thanks,



Greg

--------
Greg Dickerson
Support Manager
O'Reilly & Associates, Inc.
1005 Gravenstein Highway North
Sebastopol, CA  95472
Phone:(707)827-7215






From jesse at bestpractical.com  Fri Jan 11 15:16:19 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 11 Jan 2002 15:16:19 -0500
Subject: [rt-users] Request for advice RT-2.0.9/RT-2.0.11 (blank message bodies)
In-Reply-To: <00db01c19adb$1e94ad20$961e18ac@wiggler>; from greg@oreilly.com on Fri, Jan 11, 2002 at 12:04:04PM -0800
References: <00db01c19adb$1e94ad20$961e18ac@wiggler>
Message-ID: <20020111151619.Y3768@fsck.com>

Yes. It's a known bug. And there's even a provisional patch available.
(I need to clean the patch up a bit for 2.0.12

http://fsck.com/rt2/Ticket/Display.html?id=950

(Login as guest/guest)


On Fri, Jan 11, 2002 at 12:04:04PM -0800, Greg Dickerson wrote:
> Hi All,
> 
>                 I finally upgraded from RT 2.0.0 to RT 2.0.11 this week and really love the bug fixes/improvements. One issue has
> since come up that I'm not sure how to track down. After the upgrade I started getting customers complaining that messages were
> getting sent with no body? After testing this we did see the issues on intermittent tickets. To try and solve this I rolled back to
> 2.0.9 and did the following,
> 
> 1) Backed up DB (mysqldump -c -t -u*user* -p rt2 > rt2.sqldump)
> 
>             2) Dropped and recreated database (mysqladmin drop rt2 -p) (mysqladmin create rt2 -p)
> 
>                 3) Imported the new DB Schema (mysql -u*user* -p rt2 < rt-2-0.9/etc/schema.mysql)
> 
>             4) Imported the data (mysql -u *user* -p rt2  < rt2.sqldump)
> 
>             5) Ran make upgrade on rt-2.0.9
> 
> All tests seem to have worked. We tested the email and were seeing that all bodies were now getting sent. Since then we are still
> getting weird results, one out of every 20 or so tickets are getting sent without a body the user is only seeing the header and no
> content. The only system changes were to the DB schema and to RT.
> 
> 
> 
> Has anyone else seen this? I can provide more info on request as I'm stumped.
> 
> 
> 
> System Info
> 
>             RT-2.0.9
> 
>             MySQL 3.23.39
> 
>             SendMail 8.9.3
> 
>             Apache 1.3.20 / Mod_Perl 1.25 /Mod_SSL 2.8.4
> 
>             DB has ~18000 tickets
> 
> 
> 
> 
> 
> Thanks,
> 
> 
> 
> Greg
> 
> --------
> Greg Dickerson
> Support Manager
> O'Reilly & Associates, Inc.
> 1005 Gravenstein Highway North
> Sebastopol, CA  95472
> Phone:(707)827-7215
> 
> 
> 
> 
> _______________________________________________
> 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 j.freeman at sporg.com  Fri Jan 11 14:10:02 2002
From: j.freeman at sporg.com (Jeremy Freeman)
Date: Fri, 11 Jan 2002 11:10:02 -0800
Subject: [rt-users] 30 Seconds Delay on Comment
In-Reply-To: <Pine.LNX.4.31.0201111934340.23554-100000@x22.ripe.net>
Message-ID: <0EFDD4B425B6CE49899DA99A4B37BCA81F8C@server01.staff.sporg.com>

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

Anyone have any ideas on this? When I am commenting on a ticket and I
press Submit, it takes exactly 30 seconds before the system comes back
and says "The comment has been recorded". I am using Rt 2.0.11 that
was an upgrade from 2.0.9. I have installed Searchbuilder 0.48 and am
using mysql 3.23.43 and apache-ssl 1.3.20. Everything else is working
like a charm..

- --
Jeremy

-----BEGIN PGP SIGNATURE-----
Version: PGPfreeware 6.0.2i

iQA/AwUBPD84icWSutURApyZEQJRcQCg6/1HHJRZcmnWYsf7XEuwSh018dkAoOXe
9mbduZLEr50jABEuq3xytP7R
=/Jqy
-----END PGP SIGNATURE-----
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020111/f87c350b/attachment.htm>

From jesse at bestpractical.com  Fri Jan 11 15:40:56 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 11 Jan 2002 15:40:56 -0500
Subject: [rt-users] 30 Seconds Delay on Comment
In-Reply-To: <0EFDD4B425B6CE49899DA99A4B37BCA81F8C@server01.staff.sporg.com>; from j.freeman@sporg.com on Fri, Jan 11, 2002 at 11:10:02AM -0800
References: <Pine.LNX.4.31.0201111934340.23554-100000@x22.ripe.net> <0EFDD4B425B6CE49899DA99A4B37BCA81F8C@server01.staff.sporg.com>
Message-ID: <20020111154056.A3768@fsck.com>

Sounds like you're using vanilla sendmail and haven't set the right arguments
in config.pm to make id do background delivery.


On Fri, Jan 11, 2002 at 11:10:02AM -0800, Jeremy Freeman wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> Anyone have any ideas on this? When I am commenting on a ticket and I
> press Submit, it takes exactly 30 seconds before the system comes back
> and says "The comment has been recorded". I am using Rt 2.0.11 that
> was an upgrade from 2.0.9. I have installed Searchbuilder 0.48 and am
> using mysql 3.23.43 and apache-ssl 1.3.20. Everything else is working
> like a charm..
> 
> - --
> Jeremy
> 
> -----BEGIN PGP SIGNATURE-----
> Version: PGPfreeware 6.0.2i
> 
> iQA/AwUBPD84icWSutURApyZEQJRcQCg6/1HHJRZcmnWYsf7XEuwSh018dkAoOXe
> 9mbduZLEr50jABEuq3xytP7R
> =/Jqy
> -----END PGP SIGNATURE-----

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



From JHunter at 7global.com  Fri Jan 11 17:28:44 2002
From: JHunter at 7global.com (Hunter, Jonathan)
Date: Fri, 11 Jan 2002 22:28:44 -0000
Subject: [rt-users] mailer daemon email
Message-ID: <E01E58B6EFE5BF43BA805A0B149823BB51C396@liv-mis-ex-01.7global.com>

Hi Shawn,

I solved this here by adding an entry to /etc/aliases as follows:

Mailer-Daemon: my at email.address.com

YMMV, of course. I'm using Slackware 8, with Exim as my MTA - that may or may not have an impact on how effective the above fix is. You could also redirect the Mailer-Daemon alias to /dev/null or to any other convenient place, if you have no interest in being informed of such errors.

IIRC the default Slackware sendmail package does include an alias for Mailer-Daemon, redirecting it to root? I'm no longer sure though - last time I installed sendmail on Slackware was back in the good old days of Slackware 2.. :-) That's where I got the idea for the above fix from, at any rate.

Hope that helps,

Jonathan

-----Original Message-----
From: Shawn Page [mailto:bspage at unity.ncsu.edu]
Sent: 10 January 2002 20:17
To: rt-users at lists.fsck.com
Subject: [rt-users] mailer daemon email


A message was sent to an incorrect email address from RT 2.0.7.  The mailer-daemon sent the usual message stating that the address does not exist, whereupon RT sent a reply to the new mailer-daemon user.  Is there a way to keep RT from sending these messages to the mailer-daemon? 
-- 
                                -Shawn Page 
                                bspage at unity.ncsu.edu
  



From bruce_campbell at ripe.net  Fri Jan 11 18:49:15 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Sat, 12 Jan 2002 00:49:15 +0100 (CET)
Subject: [rt-users] mailer daemon email
In-Reply-To: <Pine.LNX.4.31.0201111924510.23554-100000@x22.ripe.net>
Message-ID: <Pine.LNX.4.31.0201120039450.23554-100000@x22.ripe.net>

On Fri, 11 Jan 2002, Bruce Campbell wrote:

> On Thu, 10 Jan 2002, Shawn Page wrote:
>
> > A message was sent to an incorrect email address from RT 2.0.7.  The
> > mailer-daemon sent the usual message stating that the address does not
> > exist, whereupon RT sent a reply to the new mailer-daemon user.  Is
> > there a way to keep RT from sending these messages to the mailer-daemon?
>
> My current madness (see other ticket) is reimplementing
> AutoReplyToRequestors to observe a 'do not send autoreplies' field in the
> given user's comment.  (so we can not autoreply to all of our cutsie log
> reports etc).  Would that help you?

Ok, the above will shortly be available as AutoReplySquelch.tgz from
http://www.amsterdamned.org/~bc/rt/

It works by looking in the User's Comment field for:

	Autoreply on Transaction: Suppress

(case insensitive, doesn't care whats after 'suppress').

If theres a match, it doesn't continue (no mail sent).  If theres no
match, its just the same as AutoReplyToRequestors (calls the same code).

Next up (after I sleep), code to dynamically add/remove that field based
on whether a given user is mailing us too often (ie, mail loop).

-- 
                             Bruce Campbell                            RIPE
                                                                        NCC
                                                                 Operations





From cto at nbi.ispkenya.com  Sat Jan 12 01:57:29 2002
From: cto at nbi.ispkenya.com (Chief Technology Officer-ISPKenya)
Date: Sat, 12 Jan 2002 09:57:29 +0300
Subject: [rt-users] Help! Email Looping
Message-ID: <20020112095729.17e911c3.cto@nbi.ispkenya.com>

I have hundreds of emails being generated my a mail loop between the autoresponders for

a queue called 'support' and it's comment address 'support-comment'

The background, I used the web interface to create a ticket for informational purposes. Since it was informational only, I set the 'status' checklist to "resolved", and then created the ticket.

This seems to have triggered the mail loop, below is a small excerpt of the loop detail

Please help!


Thanks,

Brian

Sat Jan 12 00:41:31 2002: Request 1491 was acted upon.
Transaction: Correspondence added by supportcomment at noc.ispkenya.com
       Queue: support
     Subject: [noc.ispkenya.com #1491] Kencell: IP address query
       Owner: brian
  Requestors: brian at nbi.ispkenya.com
      Status: resolved
 Ticket <URL: http://relay.ispkenya.com:80/Ticket/Display.html?id=1491 >
-------------------------------------------------------------------------



Sat Jan 12 00:41:21 2002: Request 1491 was acted upon.
Transaction: Correspondence added by supportcomment at noc.ispkenya.com
       Queue: support
     Subject: [noc.ispkenya.com #1491] Kencell: IP address query
       Owner: brian
  Requestors: brian at nbi.ispkenya.com
      Status: resolved
 Ticket <URL: http://relay.ispkenya.com:80/Ticket/Display.html?id=1491 >
-------------------------------------------------------------------------



Sat Jan 12 00:41:11 2002: Request 1491 was acted upon.
Transaction: Correspondence added by supportcomment at noc.ispkenya.com
       Queue: support
     Subject: [noc.ispkenya.com #1491] Kencell: IP address query
       Owner: brian
  Requestors: brian at nbi.ispkenya.com
      Status: resolved
 Ticket <URL: http://relay.ispkenya.com:80/Ticket/Display.html?id=1491 >
-------------------------------------------------------------------------


 



From mstackhouse at samsa.com  Sun Jan 13 11:17:03 2002
From: mstackhouse at samsa.com (Mike Stackhouse)
Date: Sun, 13 Jan 2002 11:17:03 -0500
Subject: [rt-users] Trouble with make install
Message-ID: <002701c19c4d$bd972a60$3b8af1cf@stackhouse>

Recently downloaded and attempting to install Request Tracker.  Took awhile to get all of the depends installed, but finally got there...

We get the following when attempting to run the make install:

samsabsd01# make install
mkdir -p file://usr/local/rt/bin
mkdir -p file://usr/local/rt/WebRT/data
mkdir -p file://usr/local/rt/WebRT/sessiondata
mkdir -p file://usr/local/rt/etc
mkdir -p file://usr/local/rt/lib
mkdir -p file://usr/local/rt/WebRT/html
mkdir -p file://usr/local/rt/local/WebRT/html
/usr/bin/perl   tools/initdb 'mysql' '/usr/local/bin/mysql' 'localhost' '' 'sams
a' 'rt' create
Now creating a database for RT.
Enter the mysql password for samsa:
Creating mysql database rt.
DBD::mysql::db do failed: Can't create database 'rt'. (errno: 13) at /usr/local/
lib/perl5/site_perl/5.005/DBIx/DataSource/Driver.pm line 77, <STDIN> chunk 1.
Can't create database 'rt'. (errno: 13) at /usr/local/lib/perl5/site_perl/5.005/
DBIx/DataSource/Driver.pm line 77, <STDIN> chunk 1.
*** Error code 35

Stop in /home/mstackhouse/rt/rt-2-0-11.

Any thoughts as to what the problem might be?  I suppose one of the dependant modules didn't install correctly, but don't know what to do from here.

We're relative newbies to Unix - been running our Freebsd 4.2 machine for about 8 months or so.

Thanks for any assistance that anybody might have...

Mike Stackhouse
SAMSA, Inc.
Saginaw, Michigan - USA
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020113/0167b11f/attachment.htm>

From bruce_campbell at ripe.net  Sun Jan 13 16:12:05 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Sun, 13 Jan 2002 22:12:05 +0100 (CET)
Subject: [rt-users] Trouble with make install
In-Reply-To: <002701c19c4d$bd972a60$3b8af1cf@stackhouse>
Message-ID: <Pine.LNX.4.31.0201132207550.23554-100000@x22.ripe.net>

On Sun, 13 Jan 2002, Mike Stackhouse wrote:

> /usr/bin/perl   tools/initdb 'mysql' '/usr/local/bin/mysql' 'localhost' '' 'sams
> a' 'rt' create
> Now creating a database for RT.
> Enter the mysql password for samsa:
> Creating mysql database rt.
> DBD::mysql::db do failed: Can't create database 'rt'. (errno: 13) at /usr/local/

At a rough guess, you've defined 'samsa' as the DB_DBA in the Makefile,
and the 'samsa' MySQL user simply does not have permission to create
databases in MySQL as per the "Can't create database" error.

 The comment on DB_DBA in the Makefile is relevant:

	# Set DB_DBA to the name of a DB user with permission to create new databases
	# Set DB_DBA_PASSWORD to that user's password (if you don't, you'll be prompted
	# later)

> We're relative newbies to Unix - been running our Freebsd 4.2 machine
> for about 8 months or so.

As a side note, you might want to look at www.freebsd.org and see what
security issues have been raised with that release.

Regards,

-- 
                             Bruce Campbell                            RIPE
                                    RIPE 41                             NCC
                       Jan 14-18, Amsterdam                      Operations




From mstackhouse at samsa.com  Mon Jan 14 06:22:56 2002
From: mstackhouse at samsa.com (Mike Stackhouse)
Date: Mon, 14 Jan 2002 06:22:56 -0500
Subject: [rt-users] Trouble with make install
References: <Pine.LNX.4.31.0201132207550.23554-100000@x22.ripe.net>
Message-ID: <001601c19ced$d1a94c40$5f82f1cf@stackhouse>

Thank you very much - my problem was indeed a mysql problem - got 'er going
now!

Mike
----- Original Message -----
From: Bruce Campbell <bruce_campbell at ripe.net>
To: Mike Stackhouse <mstackhouse at samsa.com>
Cc: <rt-users at lists.fsck.com>
Sent: Sunday, January 13, 2002 4:12 PM
Subject: Re: [rt-users] Trouble with make install


> On Sun, 13 Jan 2002, Mike Stackhouse wrote:
>
> > /usr/bin/perl   tools/initdb 'mysql' '/usr/local/bin/mysql' 'localhost'
'' 'sams
> > a' 'rt' create
> > Now creating a database for RT.
> > Enter the mysql password for samsa:
> > Creating mysql database rt.
> > DBD::mysql::db do failed: Can't create database 'rt'. (errno: 13) at
/usr/local/
>
> At a rough guess, you've defined 'samsa' as the DB_DBA in the Makefile,
> and the 'samsa' MySQL user simply does not have permission to create
> databases in MySQL as per the "Can't create database" error.
>
>  The comment on DB_DBA in the Makefile is relevant:
>
> # Set DB_DBA to the name of a DB user with permission to create new
databases
> # Set DB_DBA_PASSWORD to that user's password (if you don't, you'll be
prompted
> # later)
>
> > We're relative newbies to Unix - been running our Freebsd 4.2 machine
> > for about 8 months or so.
>
> As a side note, you might want to look at www.freebsd.org and see what
> security issues have been raised with that release.
>
> Regards,
>
> --
>                              Bruce Campbell
RIPE
>                                     RIPE 41
NCC
>                        Jan 14-18, Amsterdam
Operations
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From fri at akumiitti.com  Mon Jan 14 06:59:51 2002
From: fri at akumiitti.com (Fabian Ritzmann)
Date: 14 Jan 2002 13:59:51 +0200
Subject: [rt-users] Re: RT and CVS on different hosts
In-Reply-To: <5.1.0.14.0.20080114082318.00a03a70@mail.thecia.ie>
References: <5.1.0.14.0.20080114082318.00a03a70@mail.thecia.ie>
Message-ID: <1011009591.4108.27.camel@fabiitti>

On Mon, 2008-01-14 at 10:27, Feargal Reilly wrote:

Thank you, Feargal. I'm replying to rt-users now instead of rt-devel
with what are essentially setup questions.

> I've never even looked at the CVS code, but I (and others) run the 
> rt-mailgate on one machine, with the WebUI on another, and I assume the 
> same prinicples apply.
> Just install a second RT on the CVS host, minus the WebUI, and do the set 
> it to connect to the RT database remotely.
> I imagine that would work, but as I said, I've never looked at the CVS bit.

Thanks. I didn't consider that option properly. There are a few security
related issues I'm wondering about, though.

- If I'm not mistaken, the CVS commit handler script is run with user
permissions (we use CVS over SSH). I don't see an easy way of keeping
the rt_user database password protected in that case. Running it setuid
would be possible, but that seems risky to me, considering that a CVS
user could pass any junk to that script.

- I browsed through the "security issues" in the MySQL manual and found
SSL mentioned several times but no reference on how to configure mysqld
for it. Could somebody point me to the right section in the docs?

Fabian

> At 07:56 14/01/02, Fabian Ritzmann wrote:
> >Hi,
> >
> >I've looked into the CVS handler and it seems like a useful tool to me.
> >However, we run CVS on a different server than RT and I don't intend to
> >change that.
> >
> >Is anybody already working on a solution that would work with CVS and RT
> >on different machines? If not, I'll look into that in the next few
> >weeks. I'm thinking of a heavily modified rt-commithandler on the CVS
> >host and an enhanced-mailgate on the RT server.
> >
> >Fabian
> >
> >--
> >BOFH excuse #332:
> >
> >suboptimal routing experience
> >
> >
> >
> >
> >
> >_______________________________________________
> >rt-devel mailing list
> >rt-devel at lists.fsck.com
> >http://lists.fsck.com/mailman/listinfo/rt-devel
> 
> Feargal Reilly,
> Systems Administrator,
> The CIA.





From darrinw at nixc.net  Mon Jan 14 08:35:32 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Mon, 14 Jan 2002 08:35:32 -0500
Subject: [rt-users] Re: RT and CVS on different hosts
In-Reply-To: <1011009591.4108.27.camel@fabiitti>; from fri@akumiitti.com on Mon, Jan 14, 2002 at 01:59:51PM +0200
References: <5.1.0.14.0.20080114082318.00a03a70@mail.thecia.ie> <1011009591.4108.27.camel@fabiitti>
Message-ID: <20020114083532.I40413@nixc.net>

  |+ - I browsed through the "security issues" in the MySQL manual and found
  |+ SSL mentioned several times but no reference on how to configure mysqld
  |+ for it. Could somebody point me to the right section in the docs?

As I understand it, MySQL supports SSL as of Version 4.0.0:

Do not transmit plain (unencrypted) data over the Internet. These data are
accessible to everyone who has the time and ability to intercept it and
use it for their own purposes. Instead, use an encrypted protocol such as
SSL or SSH. MySQL supports internal SSL connections as of Version
4.0.0. SSH port-forwarding can be used to create an encrypted (and
compressed) tunnel for the communication. 

Taken from: http://mysql.nixc.net/doc/G/e/General_security.html





From Kendric.Beachey at garmin.com  Mon Jan 14 09:07:36 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Mon, 14 Jan 2002 08:07:36 -0600
Subject: [rt-users] Preventing users from viewing other user info
Message-ID: <200201141407.IAA22315@dresden.garmin.com>

No, in fact, I haven't figured this one out yet.  I searched the manuals and
the FAQs and found nothing helpful.  I searched the mailing list archives
and found a similar question from Jared Greeno on 17 Aug 2001.  He didn't
get an answer, either.

Jared, did you end up figuring this out?

Jesse, throw us a bone here--at least write in and tell us "I dunno, it
works for me".  :-)  It seems that at least three users have run into this
problem.

Oh yeah, since I didn't say it in my earlier mail:
RT 2.0.11pre
Red Hat 7.1
MySQL 3.23.47
(ummm...anything else you need to know?)

-----Original Message-----
From: Paul Gallant [mailto:pgallant at hhnetwk.com]
Sent: Friday, January 11, 2002 5:16 PM
To: Beachey, Kendric
Subject: Re: [rt-users] Preventing users from viewing other user info


Kendric,

I saw your post to the rt-users group (attached below). 

I have the same problem with my RT system.  Did you ever figure out what the
problem is?
I didn't see any responses to your question, so I'm hoping you figured it
out yourself.

pg
pgallant at hhnetwk.com

----- Original Message ----- 
From: Beachey, Kendric 
To: Rt-Users (E-mail) 
Sent: Thursday, January 10, 2002 4:31 PM
Subject: RE: [rt-users] Preventing users from viewing other user info


Hmm, I just gave this a try: I grabbed my user called "mrtest" and set him
up like this: 
[x] Let this user access RT 
[ ] Let this user be granted rights 
Then I logged out, and logged back in as mrtest. 
Sure enough, I'm looking at the SelfService interface (I assume that's what
this is, anyway). 
But clicking all the links just leaves me on the same page.  Even "logout"
doesn't work.  I'll have to close my browser session and restart so I can
login as myself again.
Do I have something misconfigured somewhere?  In case it matters, mrtest
does not have any open tickets, so nothing is showing up in his limited
screen.

> -----Original Message----- 
> From: Sean Hussey [mailto:sean at thirteen.net] 
> Sent: Thursday, January 10, 2002 3:22 PM 
> To: rt-users at lists.fsck.com 
> Subject: Re: [rt-users] Preventing users from viewing other user info 
> 
> 
> At that point, can they only then view tickets, or can they 
> still comment, 
> reply, etc? 
> 
> At 04:14 PM 1/10/2002 -0500, Jesse Vincent wrote: 
> >Make them non-privileged users. This will force them to the 
> "SelfService" UI 
> >which will only let them see their own tickets. 
> > 
> >On Thu, Jan 10, 2002 at 02:34:03PM -0500, Sean Hussey wrote: 
> > > Hi everyone, 
> > > 
> > > I'd like to use this system for my clients to login to 
> and check out the 
> > > status of certain projects, but I don't want them to be 
> able to click the 
> > > Configuration link and get information on my other 
> clients through the 
> > > Users menu.  Is there a way to disable that access? 
> > > 
> > > Thank you! 
> > > 
> > > Sean
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020114/8a1402c2/attachment.htm>

From fri at akumiitti.com  Mon Jan 14 09:35:09 2002
From: fri at akumiitti.com (Fabian Ritzmann)
Date: 14 Jan 2002 16:35:09 +0200
Subject: [rt-users] Re: RT and CVS on different hosts
In-Reply-To: <20020114083532.I40413@nixc.net>
References: <5.1.0.14.0.20080114082318.00a03a70@mail.thecia.ie>
	<1011009591.4108.27.camel@fabiitti>  <20020114083532.I40413@nixc.net>
Message-ID: <1011018909.4108.37.camel@fabiitti>

On Mon, 2002-01-14 at 15:35, Darrin Walton wrote:

>   |+ - I browsed through the "security issues" in the MySQL manual and found
>   |+ SSL mentioned several times but no reference on how to configure mysqld
>   |+ for it. Could somebody point me to the right section in the docs?
> 
> As I understand it, MySQL supports SSL as of Version 4.0.0:

Indeed. The 3.23 manual was somewhat confusing.

It seems that I have the following options besides pursuing my original
CVS plans:

1) Run a development MySQL 4.0 or wait until MySQL 4 is supported by RT.

Would be an option considering that CVS support is not essential for 
us. Are there any plans for RT to support MySQL 4? Did anybody try it
already?

2) Migrate to postgresql

Starts to sound attractive to me, especially since I noticed that it
supports Kerberos authentication. On the other hand, transferring the
old MySQL database might be a problem. Does anybody have experiences
with that?

3) Connect over an SSH tunnel.

That's possible, but in my experience it's not too reliable and needs
manual work every once in a while.

Fabian

-- 
BOFH excuse #71:

The file system is full of it




From KFerguso at chi.navtech.com  Mon Jan 14 10:34:38 2002
From: KFerguso at chi.navtech.com (Ferguson, Kevin)
Date: Mon, 14 Jan 2002 09:34:38 -0600
Subject: [rt-users] mailer daemon email
Message-ID: <91468650040FD411A51100104B63E23102E280A0@postman.chi.navtech.com>

Hi Jonathan,

It's good to see another Slackware devotee here.  I've recently 
installed RT on Slack 8 and learning its intricacies.

BTW, you are correct; Slack does alias Mailer-Daemon to root.  I'm
trying to track down one such error right now.  Fortunately, it did
not get sent back to RT.

ttfn,
kevin 


-----Original Message-----
From: Hunter, Jonathan [mailto:JHunter at 7global.com]
Sent: Friday, January 11, 2002 4:29 PM
To: Shawn Page
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] mailer daemon email


Hi Shawn,

I solved this here by adding an entry to /etc/aliases as follows:

Mailer-Daemon: my at email.address.com

YMMV, of course. I'm using Slackware 8, with Exim as my MTA - that may or
may not have an impact on how effective the above fix is. You could also
redirect the Mailer-Daemon alias to /dev/null or to any other convenient
place, if you have no interest in being informed of such errors.

IIRC the default Slackware sendmail package does include an alias for
Mailer-Daemon, redirecting it to root? I'm no longer sure though - last time
I installed sendmail on Slackware was back in the good old days of Slackware
2.. :-) That's where I got the idea for the above fix from, at any rate.

Hope that helps,

Jonathan

-----Original Message-----
From: Shawn Page [mailto:bspage at unity.ncsu.edu]
Sent: 10 January 2002 20:17
To: rt-users at lists.fsck.com
Subject: [rt-users] mailer daemon email


A message was sent to an incorrect email address from RT 2.0.7.  The
mailer-daemon sent the usual message stating that the address does not
exist, whereupon RT sent a reply to the new mailer-daemon user.  Is there a
way to keep RT from sending these messages to the mailer-daemon? 
-- 
                                -Shawn Page 
                                bspage at unity.ncsu.edu
  

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



From jesse at bestpractical.com  Mon Jan 14 15:10:59 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 14 Jan 2002 15:10:59 -0500
Subject: [rt-users] Preventing users from viewing other user info
In-Reply-To: <200201141407.IAA22315@dresden.garmin.com>; from Kendric.Beachey@garmin.com on Mon, Jan 14, 2002 at 08:07:36AM -0600
References: <200201141407.IAA22315@dresden.garmin.com>
Message-ID: <20020114151059.Q3768@fsck.com>

That sounds like a configuration or cookies problem to me.

On Mon, Jan 14, 2002 at 08:07:36AM -0600, Beachey, Kendric wrote:
> No, in fact, I haven't figured this one out yet.  I searched the manuals and
> the FAQs and found nothing helpful.  I searched the mailing list archives
> and found a similar question from Jared Greeno on 17 Aug 2001.  He didn't
> get an answer, either.
> 
> Jared, did you end up figuring this out?
> 
> Jesse, throw us a bone here--at least write in and tell us "I dunno, it
> works for me".  :-)  It seems that at least three users have run into this
> problem.
> 
> Oh yeah, since I didn't say it in my earlier mail:
> RT 2.0.11pre
> Red Hat 7.1
> MySQL 3.23.47
> (ummm...anything else you need to know?)
> 
> -----Original Message-----
> From: Paul Gallant [mailto:pgallant at hhnetwk.com]
> Sent: Friday, January 11, 2002 5:16 PM
> To: Beachey, Kendric
> Subject: Re: [rt-users] Preventing users from viewing other user info
> 
> 
> Kendric,
> 
> I saw your post to the rt-users group (attached below). 
> 
> I have the same problem with my RT system.  Did you ever figure out what the
> problem is?
> I didn't see any responses to your question, so I'm hoping you figured it
> out yourself.
> 
> pg
> pgallant at hhnetwk.com
> 
> ----- Original Message ----- 
> From: Beachey, Kendric 
> To: Rt-Users (E-mail) 
> Sent: Thursday, January 10, 2002 4:31 PM
> Subject: RE: [rt-users] Preventing users from viewing other user info
> 
> 
> Hmm, I just gave this a try: I grabbed my user called "mrtest" and set him
> up like this: 
> [x] Let this user access RT 
> [ ] Let this user be granted rights 
> Then I logged out, and logged back in as mrtest. 
> Sure enough, I'm looking at the SelfService interface (I assume that's what
> this is, anyway). 
> But clicking all the links just leaves me on the same page.  Even "logout"
> doesn't work.  I'll have to close my browser session and restart so I can
> login as myself again.
> Do I have something misconfigured somewhere?  In case it matters, mrtest
> does not have any open tickets, so nothing is showing up in his limited
> screen.
> 
> > -----Original Message----- 
> > From: Sean Hussey [mailto:sean at thirteen.net] 
> > Sent: Thursday, January 10, 2002 3:22 PM 
> > To: rt-users at lists.fsck.com 
> > Subject: Re: [rt-users] Preventing users from viewing other user info 
> > 
> > 
> > At that point, can they only then view tickets, or can they 
> > still comment, 
> > reply, etc? 
> > 
> > At 04:14 PM 1/10/2002 -0500, Jesse Vincent wrote: 
> > >Make them non-privileged users. This will force them to the 
> > "SelfService" UI 
> > >which will only let them see their own tickets. 
> > > 
> > >On Thu, Jan 10, 2002 at 02:34:03PM -0500, Sean Hussey wrote: 
> > > > Hi everyone, 
> > > > 
> > > > I'd like to use this system for my clients to login to 
> > and check out the 
> > > > status of certain projects, but I don't want them to be 
> > able to click the 
> > > > Configuration link and get information on my other 
> > clients through the 
> > > > Users menu.  Is there a way to disable that access? 
> > > > 
> > > > Thank you! 
> > > > 
> > > > Sean

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



From Kendric.Beachey at garmin.com  Mon Jan 14 15:24:32 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Mon, 14 Jan 2002 14:24:32 -0600
Subject: [rt-users] Preventing users from viewing other user info
Message-ID: <200201142024.OAA19408@dresden.garmin.com>

> From: Jesse Vincent
> 
> That sounds like a configuration or cookies problem to me.

Hmm.  Just to see what would happen if I cut out cookies altogether, I fired
up lynx and hit RT with that.  I logged in as mrtest, as before.  It asked
me if I wanted to accept the cookie, and I said no.  I ended up at the Self
Service screen.  So far, so good.  I went and hit the Log Out link.  Again I
rejected the cookie.  Back to the login screen.  Hey!  Could this...?

I logged in again, rejecting the cookie, and got back to the Self Service
screen.  I tried the Create link, rejecting the cookie.  Hey, there's that
login screen again.  Oh.  :-)  I guess that wasn't it.

I tried all this again, but accepted the cookie, and after that, it was just
like hitting it with Mozilla or Konqueror.  Every link brought me straight
back to the same screen.  I had planned to accept the cookie only once, but
after that first time, it never asked again--I guess I was rejecting the
same cookie over and over in the first scenario.

Oh well...

Kendric
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020114/22bfc21b/attachment.htm>

From bgeraldo at sockeye.com  Mon Jan 14 17:22:42 2002
From: bgeraldo at sockeye.com (Bolivar Geraldo)
Date: Mon, 14 Jan 2002 17:22:42 -0500 (EST)
Subject: [rt-users] Does RT require a re-start when installing new scrip conditions?
Message-ID: <200201142222.g0EMMms7012151@fishy.sockeye.com>

Hello all,

I'm running RT 2.0.11 and I just installed the PriorityExceeds condition
that is in rt-addons.  However, it doesn't seem to be working for me.  I
modified the level as to when it should send notification to "7", but I
didn't think that would affect it.  Does RT have to be restarted for
this to take affect? Am I missing something?

Bolivar
-- 
Bolivar Geraldo (Junior)
NOC Analyst
Ph: 617-559-4031
Cell: 617-699-4315
E-mail: bgeraldo at sockeye.com
Pager: bgeraldo-pager at sockeye.com

Sockeye Networks, Inc.
275 Grove St., Suite 1-120
Newton, MA 02466-2272 
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 232 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020114/1b1621d5/attachment.sig>

From rael at zero.kgon.com  Mon Jan 14 20:14:48 2002
From: rael at zero.kgon.com (Karel P Kerezman)
Date: 14 Jan 2002 17:14:48 -0800
Subject: [rt-users] Karel Comes Up Lame, Yet Again
Message-ID: <1011057289.18639.0.camel@zero.kgon.com>

http://eng3.kgon.com/rt2

Okay, tell me what piece of idiocy I managed to accomplish THIS time. It
had the look of something mindblowingly obvious, but I just can't trace
it down. Empty RT logs, Apache isn't throwing back any errors at all,
access_log merely indicates a successful viewing of the directory
(implying index.html I suppose).

Adding the trailing slash doesn't change anything, nor does specifying
index.html. Not that I thought those steps would fix it, but when you're
grasping at straws...

-- 
Karel P Kerezman, IS Admin Entercom Portland

I can tell you are lying. Your lips are moving.
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 232 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020114/fffd8f92/attachment.sig>

From mwatson at office.netspace.net.au  Mon Jan 14 20:23:03 2002
From: mwatson at office.netspace.net.au (Matthew Watson)
Date: Tue, 15 Jan 2002 12:23:03 +1100
Subject: [rt-users] Karel Comes Up Lame, Yet Again
In-Reply-To: <1011057289.18639.0.camel@zero.kgon.com>
Message-ID: <FCEEINDILJOBHBHAPOJPCEEACEAA.mwatson@office.netspace.net.au>

hmm, looks like this page isn't being parsed by mason? Has anyone touched
your apache conf file?


> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Karel P Kerezman
> Sent: Tuesday, 15 January 2002 12:15 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Karel Comes Up Lame, Yet Again
>
>
> http://eng3.kgon.com/rt2
>
> Okay, tell me what piece of idiocy I managed to accomplish THIS time. It
> had the look of something mindblowingly obvious, but I just can't trace
> it down. Empty RT logs, Apache isn't throwing back any errors at all,
> access_log merely indicates a successful viewing of the directory
> (implying index.html I suppose).
>
> Adding the trailing slash doesn't change anything, nor does specifying
> index.html. Not that I thought those steps would fix it, but when you're
> grasping at straws...
>
> --
> Karel P Kerezman, IS Admin Entercom Portland
>
> I can tell you are lying. Your lips are moving.
>




From darrinw at nixc.net  Mon Jan 14 20:26:57 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Mon, 14 Jan 2002 20:26:57 -0500
Subject: [rt-users] Karel Comes Up Lame, Yet Again
In-Reply-To: <1011057289.18639.0.camel@zero.kgon.com>; from rael@zero.kgon.com on Mon, Jan 14, 2002 at 05:14:48PM -0800
References: <1011057289.18639.0.camel@zero.kgon.com>
Message-ID: <20020114202657.P40413@nixc.net>

  |+ http://eng3.kgon.com/rt2

Can you paste your apache config file, specifically the section
pertaining to RT?

Looks like the mason handler isn't either configured, or working :)

Also, what version of apache are you running?  



From mstackhouse at samsa.com  Tue Jan 15 04:25:12 2002
From: mstackhouse at samsa.com (Mike Stackhouse)
Date: Tue, 15 Jan 2002 04:25:12 -0500
Subject: [rt-users] Trouble with web interface after just setting up
Message-ID: <006f01c19da6$893b9580$6c82f1cf@stackhouse>

Just installed RT and looking forward to using!

Got through the installation process, and set up in Apache underneath a virtual host:

<VirtualHost samsabsd01.samsa.com>
DocumentRoot /usr/local/www/data
ServerName samsabsd01.samsa.com
Options FollowSymLinks SymLinksIfOwnerMatch
PerlModule Apache::DBI
PerlFreshRestart On
Alias /rt/ /usr/local/rt/WebRT/html/
PerlRequire /usr/local/rt/bin/webmux.pl
<Location /rt/>
SetHandler per-script
PerlHandler RT::Mason
</Location>
</VirtualHost>         

Our problem is that when we go to the site at http://samsabsd01.samsa.com/rt/ the page comes up looking like some kind of source code.  Stuff like:

 <&/Elements/Header, Title=>"Start page", Refresh => $session{'home_refresh_interval'} &> <& /Elements/Tabs, current_toptab => '' &> 

Any ideas?

Thanks!

Mike Stackhouse
Saginaw, Michigan - USA
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020115/071782c5/attachment.htm>

From pdh at snapgear.com  Tue Jan 15 05:06:30 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 15 Jan 2002 20:06:30 +1000
Subject: [rt-users] Trouble with web interface after just setting up
In-Reply-To: <006f01c19da6$893b9580$6c82f1cf@stackhouse>
References: <006f01c19da6$893b9580$6c82f1cf@stackhouse>
Message-ID: <20020115100630.GN1356@moreton.com.au>

Mike Stackhouse wrote:
> SetHandler per-script

There's your problem. :-)

> Our problem is that when we go to the site at http://samsabsd01.samsa.com/rt/ the page comes up looking like some kind of source code.  Stuff like:
> 
>  <&/Elements/Header, Title=>"Start page", Refresh => $session{'home_refresh_interval'} &> <& /Elements/Tabs, current_toptab => '' &> 



From ramsbeck at consors.de  Tue Jan 15 05:10:40 2002
From: ramsbeck at consors.de (Florian Ramsbeck)
Date: Tue, 15 Jan 2002 11:10:40 +0100
Subject: [rt-users] difference btw resolved-dead
Message-ID: <003b01c19dac$e2f9ec10$8f331eac@dedh0096>

Hi,

Status:
    -SuSE Linux 7.2
    -rt-2-0-8
    -mysql

Question:
What is the main difference between the status "dead" and "resolved". With both stats the tickets are still saved in the database. Are dad-tickets deleted after a preefined time period? 

tnx for help


Mit freundliche Gr??en - With kind regards

Florian Ramsbeck
Operating, Data Center
Consors Discount-Broker AG, Deutschherrnstra?e 15 - 19, D-90429  N?rnberg
Telefon: +49 (0) 9 11/3 69-2397, Telefax: +49 (0) 9 11/3 69-2315
Florian.Ramsbeck at Consors.de
http://www.consors.de
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020115/c270acac/attachment.htm>

From alesh at sportina.si  Tue Jan 15 05:21:31 2002
From: alesh at sportina.si (Alesh Mustar)
Date: Tue, 15 Jan 2002 11:21:31 +0100
Subject: [rt-users] difference btw resolved-dead
References: <003b01c19dac$e2f9ec10$8f331eac@dedh0096>
Message-ID: <3C4402AB.80809@sportina.si>

Florian,

resolved tickets are tickets on which work has been ended succesfuly.

If for example (stupid) your client gets run over by a bus, you would 
put that ticket to dead, since lets say his company shuts down after 
that, and you will never actually resolve the issue(s) with your client.

All tickets, no matter what the status is are always kept in the 
database, deleting dead tickets is possible (look in the add-ons 
directory), but that breaks the principle of relation databases.

Regards,
Alesh

Florian Ramsbeck wrote:

> Hi,
> 
>  
> 
> Status:
> 
>     -SuSE Linux 7.2
> 
>     -rt-2-0-8
> 
>     -mysql
> 
>  
> 
> Question:
> 
> What is the main difference between the status "dead" and "resolved". 
> With both stats the tickets are still saved in the database. Are 
> dad-tickets deleted after a preefined time period?
> 
>  
> 
> tnx for help
> 
>  
> 
>  
> 
> Mit freundliche Gr??en - With kind regards
> 
>  
> 
> Florian Ramsbeck
> Operating, Data Center
> Consors Discount-Broker AG, Deutschherrnstra?e 15 - 19, D-90429  N?rnberg
> Telefon: +49 (0) 9 11/3 69-2397, Telefax: +49 (0) 9 11/3 69-2315
> Florian.Ramsbeck at Consors.de <mailto:Florian.Ramsbeck at Consors.de>
> http://www.consors.de
> 





From mstackhouse at samsa.com  Tue Jan 15 06:48:33 2002
From: mstackhouse at samsa.com (Mike Stackhouse)
Date: Tue, 15 Jan 2002 06:48:33 -0500
Subject: [rt-users] Trouble with web interface after just setting up
References: <006f01c19da6$893b9580$6c82f1cf@stackhouse> <20020115100630.GN1356@moreton.com.au>
Message-ID: <000b01c19dba$8ff599c0$3582f1cf@stackhouse>

Again, Phil - thanks very much.

Feeling like a dork for missing the obvious...

Mike
----- Original Message -----
From: Phil Homewood <pdh at snapgear.com>
To: Mike Stackhouse <mstackhouse at samsa.com>
Cc: <rt-users at lists.fsck.com>
Sent: Tuesday, January 15, 2002 5:06 AM
Subject: Re: [rt-users] Trouble with web interface after just setting up


> Mike Stackhouse wrote:
> > SetHandler per-script
>
> There's your problem. :-)
>
> > Our problem is that when we go to the site at
http://samsabsd01.samsa.com/rt/ the page comes up looking like some kind of
source code.  Stuff like:
> >
> >  <&/Elements/Header, Title=>"Start page", Refresh =>
$session{'home_refresh_interval'} &> <& /Elements/Tabs, current_toptab => ''
&>
>




From mixo at beth.uniforum.org.za  Tue Jan 15 07:50:31 2002
From: mixo at beth.uniforum.org.za (mixo)
Date: Tue, 15 Jan 2002 14:50:31 +0200
Subject: [rt-users] command line question
Message-ID: <3C442597.5070600@beth.uniforum.org.za>

The command
++++++++++++++++++++++
/opt/rt2/bin/rtadmin --user 6
++++++++++++++++++++++

results in the user  name of the user with the id '6'  being changed to 
'6'.
Is this a feature?

(rt 2.0.9)




From krikke at macatawa.org  Tue Jan 15 08:36:16 2002
From: krikke at macatawa.org (Josh Krikke)
Date: Tue, 15 Jan 2002 08:36:16 -0500
Subject: [rt-users] Trouble with web interface after just setting up
In-Reply-To: <006f01c19da6$893b9580$6c82f1cf@stackhouse>
References: <006f01c19da6$893b9580$6c82f1cf@stackhouse>
Message-ID: <E16QTlA-0002ZE-00@localhost>

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

Looks like it's working now... Apache probably needed to be stopped and 
started.

On Tuesday 15 January 2002 04:25 am, Mike Stackhouse wrote:
> Just installed RT and looking forward to using!
>
> Got through the installation process, and set up in Apache underneath a
> virtual host:
>
> <VirtualHost samsabsd01.samsa.com>
> DocumentRoot /usr/local/www/data
> ServerName samsabsd01.samsa.com
> Options FollowSymLinks SymLinksIfOwnerMatch
> PerlModule Apache::DBI
> PerlFreshRestart On
> Alias /rt/ /usr/local/rt/WebRT/html/
> PerlRequire /usr/local/rt/bin/webmux.pl
> <Location /rt/>
> SetHandler per-script
> PerlHandler RT::Mason
> </Location>
> </VirtualHost>
>
> Our problem is that when we go to the site at
> http://samsabsd01.samsa.com/rt/ the page comes up looking like some kind of
> source code.  Stuff like:
>
>  <&/Elements/Header, Title=>"Start page", Refresh =>
> $session{'home_refresh_interval'} &> <& /Elements/Tabs, current_toptab =>
> '' &>
>
> Any ideas?
>
> Thanks!
>
> Mike Stackhouse
> Saginaw, Michigan - USA

- -- 
Josh Krikke	krikke at macatawa.org
MacNet Sysadmin		Holland, MI
GnuPG Fingerprint:  AC6F 13AC F945 CC45 BDFC 509E 8F41 9549 64DD 95DB
My public key  http://pgp.mit.edu:11371/pks/lookup?op=get&search=0x64DD95DB

"Long signatures are the signature of long signature makers."
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.0.6 (GNU/Linux)
Comment: For info see http://www.gnupg.org

iD8DBQE8RDBQj0GVSWTdldsRAjZPAJ0ZnrK/8wkrCeNA4rLJQkBDD5ClYQCfb3kC
9n59g6M7XrudtMGegtKjBMk=
=27Xl
-----END PGP SIGNATURE-----



From moreiras at agestado.com.br  Tue Jan 15 09:26:20 2002
From: moreiras at agestado.com.br (Antonio M. Moreiras)
Date: Tue, 15 Jan 2002 12:26:20 -0200
Subject: [rt-users] problems with reply from ticket
Message-ID: <20020115142619.GA30125@agestado.com.br>

Hi, I'm new to this list and I'm using rt 2.0.9.

When I try to reply from a ticket I get the message
"correspondence sent" but no mail is sent. I don't get
any errors from rt log or from sendmail log.

Could someone give me some clue about how can I
debug this?

Thank you.


-- 


[]'s

Moreiras.



From mstackhouse at samsa.com  Tue Jan 15 10:17:51 2002
From: mstackhouse at samsa.com (Michael D. Stackhouse)
Date: Tue, 15 Jan 2002 10:17:51 -0500
Subject: [rt-users] How to make correction after installation
Message-ID: <3C44481F.81F1D72B@samsa.com>

During installation, I must have specified something wrong, because the
reference to the RT image on the upper left of the page is:

"http://RT::samsabsd01.samsa.com:80/rt//NoAuth/images//rt.jpg" alt="RT"

I need to know where to correct this - are there other places where I
will need to correct?

Thanks!




From alesh at sportina.si  Tue Jan 15 10:25:18 2002
From: alesh at sportina.si (Alesh Mustar)
Date: Tue, 15 Jan 2002 16:25:18 +0100
Subject: [rt-users] How to make correction after installation
References: <3C44481F.81F1D72B@samsa.com>
Message-ID: <3C4449DE.1090406@sportina.si>

You misconfigured $WebBaseURL in etc/config.pm .

A.

Michael D. Stackhouse wrote:

> During installation, I must have specified something wrong, because the
> reference to the RT image on the upper left of the page is:
> 
> "http://RT::samsabsd01.samsa.com:80/rt//NoAuth/images//rt.jpg" alt="RT"
> 
> I need to know where to correct this - are there other places where I
> will need to correct?
> 
> Thanks!
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> 





From darrinw at nixc.net  Tue Jan 15 10:25:10 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Tue, 15 Jan 2002 10:25:10 -0500
Subject: [rt-users] How to make correction after installation
In-Reply-To: <3C44481F.81F1D72B@samsa.com>; from mstackhouse@samsa.com on Tue, Jan 15, 2002 at 10:17:51AM -0500
References: <3C44481F.81F1D72B@samsa.com>
Message-ID: <20020115102510.T40413@nixc.net>

  |+ "http://RT::samsabsd01.samsa.com:80/rt//NoAuth/images//rt.jpg" alt="RT"
  |+ 
  |+ I need to know where to correct this - are there other places where I
  |+ will need to correct?

You should look over your config.pm for the following:

# 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://noc.nixc.net";

$WebURL = $WebBaseURL . $WebPath . "/";

Looks like you added the trailing '/' where you should not have, and
looks like you left the RT: portion in.





From mstackhouse at samsa.com  Tue Jan 15 10:44:06 2002
From: mstackhouse at samsa.com (Michael D. Stackhouse)
Date: Tue, 15 Jan 2002 10:44:06 -0500
Subject: [rt-users] How to make correction after installation
References: <3C44481F.81F1D72B@samsa.com> <3C4449DE.1090406@sportina.si>
Message-ID: <3C444E46.3398C026@samsa.com>

Thanks!

Alesh Mustar wrote:

> You misconfigured $WebBaseURL in etc/config.pm .
>
> A.
>
> Michael D. Stackhouse wrote:
>
> > During installation, I must have specified something wrong, because the
> > reference to the RT image on the upper left of the page is:
> >
> > "http://RT::samsabsd01.samsa.com:80/rt//NoAuth/images//rt.jpg" alt="RT"
> >
> > I need to know where to correct this - are there other places where I
> > will need to correct?
> >
> > Thanks!
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> >




From mstackhouse at samsa.com  Tue Jan 15 10:48:10 2002
From: mstackhouse at samsa.com (Michael D. Stackhouse)
Date: Tue, 15 Jan 2002 10:48:10 -0500
Subject: [rt-users] Trouble with Keywords
Message-ID: <3C444F3A.106BF2F2@samsa.com>

I've set up testing keywords as follows:

Advantage/
Advantage/Appt

I added to my queue as:
Product   multiple  children of Advantage/ up to 1 levels deep.

When I create tickets, the Product keyword appears, but I have only a
blank input box - no drop down selections, and I can't enter anything
into the box.  I would expect to be able to select the keyword.

Any ideas?

Thanks!




From slm at getreal.co.uk  Tue Jan 15 10:52:53 2002
From: slm at getreal.co.uk (Steve Mansfield)
Date: Tue, 15 Jan 2002 15:52:53 -0000
Subject: [rt-users] Exim Mail Error
Message-ID: <NFBBLGFPALPOFNFKOFDIOECPDCAA.slm@getreal.co.uk>

Just loaded RT1.0.1 ( the original ) on to a RH 7.1 using Mysql 3.23.36 and
Exim 3.34

The web UI seems fine but when trying to "create request in queue" from the
UI i get an error when submitting the request. The web gives an "INTERNAL
SERVER ERROR" but from the apache error logs i get the following:

Could not send mail :( Bad file descriptor at
/usr/local/rt/lib/rt/support/mail.pm line 122.
[Tue Jan 15 15:34:26 2002] [error] [client 212.90.35.1] Premature end of
script headers: /usr/local/rt/bin/cgi/webrt.cgi

The request is created on the UI but obviously no mail is being sent from
the system.

In the original Makefile i changed the /path/to/Sendmail to /path/to/exim
and set the mail options to just "-t" ( don't know why, just did it!!! ).

I also get exactly the same error if I try to "Comment, Reply, Take or
Resolve" a job. Any body got any ideas??





Regards

Steve Mansfield
Technical Manager
slm at getreal.co.uk
www.getreal.co.uk

Real Data Services Ltd 117-119 Marlborough Road Romford Essex RM7 8AP
[Office] +44 [0] 1708 704433 [Fax] +44 [0] 1708 748859  [Mobile] +44 [0]
7973 864677

www.be-an-isp.com		www.isdn4free.co.uk	http://signup.getreal.co.uk


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

 The information contained in this E-mail is confidential and solely for the
intended
 addressee(s). Unauthorised reproduction, disclosure, modification, and/or
distribution
 of this email may be unlawful. If you have received this email in error,
please notify
 the sender immediately and delete it from your system.

 Real Data Services does not accept legal responsibility for the contents of
this message
 if it has reached you via the Internet, as Internet communications are not
secure.
 Any opinions expressed are those of the author and are not necessarily
endorsed by the
 Real Data Services.

 Recipients are advised to apply their own virus checks to this message on
delivery.


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




From rmitzel at peer1.net  Tue Jan 15 10:51:20 2002
From: rmitzel at peer1.net (Rob Mitzel)
Date: Tue, 15 Jan 2002 07:51:20 -0800
Subject: [rt-users] StockAnswers Addin, Abuse, and dead ticket purging.
Message-ID: <DKEPICGGEGFEBGNMNBHPCEBACDAA.rmitzel@peer1.net>

Hey gang,

Just a quick question...anyone ever used the contributed StockAnswers addin?
I was just setting it up, and it's quite neat (as to why I'll explain in a
sec), but I was curious...any way to insert a blank line in them?  I made up
some stock answers, and it seems to crap out as soon as it hits a blank
line. (Robert Spier?  You here?) :)

Also...anyone know what happened to the script that used to be in contrib
for purging dead tickets out of the db?  I used to have it on my
developmental RT system, but then I had to reformat it...

And the third thing.  One of the main reasons we use RT is because of our
abuse department, so I'm coming up with a whole howto for setting up RT for
abuse.  I'm coming up with default scrips, etc etc...so if you have anything
to contribute, let me know and I'll add it in.  I should have an alpha
version up in the next week or two.  (I'm also working on enduser
documentation for RT that I'll be contributing to the main RT project!)

Thanks!

-Rob.





From darrinw at nixc.net  Tue Jan 15 11:04:28 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Tue, 15 Jan 2002 11:04:28 -0500
Subject: [rt-users] Trouble with Keywords
In-Reply-To: <3C444F3A.106BF2F2@samsa.com>; from mstackhouse@samsa.com on Tue, Jan 15, 2002 at 10:48:10AM -0500
References: <3C444F3A.106BF2F2@samsa.com>
Message-ID: <20020115110428.U40413@nixc.net>

  |+ Advantage/
  |+ Advantage/Appt
  |+ 
  |+ I added to my queue as:
  |+ Product   multiple  children of Advantage/ up to 1 levels deep.

When you create the Keyword Advantage, you must then click on 'Advantage'
(not the Edit tab).  This will take you to another screen.  Here is where
you add the keywords to go along with 'Advantage', i.e. 'Appt'.

if you just create 'Advantage/' then 'Advantage/Appt', you are creating
two categories of keywords, none of which has any entries.

-darrin



From mstackhouse at samsa.com  Tue Jan 15 11:32:57 2002
From: mstackhouse at samsa.com (Michael D. Stackhouse)
Date: Tue, 15 Jan 2002 11:32:57 -0500
Subject: [rt-users] Trouble with Keywords
References: <3C444F3A.106BF2F2@samsa.com> <20020115110428.U40413@nixc.net>
Message-ID: <3C4459B8.911FCC50@samsa.com>

That worked great!  Thanks!

Darrin Walton wrote:

>   |+ Advantage/
>   |+ Advantage/Appt
>   |+
>   |+ I added to my queue as:
>   |+ Product   multiple  children of Advantage/ up to 1 levels deep.
>
> When you create the Keyword Advantage, you must then click on 'Advantage'
> (not the Edit tab).  This will take you to another screen.  Here is where
> you add the keywords to go along with 'Advantage', i.e. 'Appt'.
>
> if you just create 'Advantage/' then 'Advantage/Appt', you are creating
> two categories of keywords, none of which has any entries.
>
> -darrin




From JHunter at 7global.com  Tue Jan 15 11:42:37 2002
From: JHunter at 7global.com (Hunter, Jonathan)
Date: Tue, 15 Jan 2002 16:42:37 -0000
Subject: [rt-users] Exim Mail Error
Message-ID: <E01E58B6EFE5BF43BA805A0B149823BB51C3AE@liv-mis-ex-01.7global.com>

Hi Steve,

> Just loaded RT1.0.1 ( the original ) on to a RH 7.1 using 
> Mysql 3.23.36 and
> Exim 3.34
[...]
> 
> In the original Makefile i changed the /path/to/Sendmail to 
> /path/to/exim
> and set the mail options to just "-t" ( don't know why, just 
> did it!!! ).

Have you tried leaving the /path/to/sendmail as was, but creating a symbolic link on your machine as follows:

# ln -s /path/to/exim /usr/sbin/sendmail

Exim is normally quite good at emulating sendmail for applications such as this.

Regards,

Jonathan



From greg at oreilly.com  Tue Jan 15 12:34:44 2002
From: greg at oreilly.com (Greg Dickerson)
Date: Tue, 15 Jan 2002 09:34:44 -0800
Subject: [rt-users] StockAnswers Addin, Abuse, and dead ticket purging.
References: <DKEPICGGEGFEBGNMNBHPCEBACDAA.rmitzel@peer1.net>
Message-ID: <00da01c19dea$ec143560$5e1f18ac@wiggler>

Were also using it. I found the same thing, I worked around it by adding \n at the end of lines or in the spaces. It seams to work
but I'm sure it's a hack.

**example**
Hi There,\nWhat time is it?\nGreg

will read as,
Hi There,
What time is it?
Greg
****

Greg
--------
Greg Dickerson
Support Manager
O'Reilly & Associates, Inc.
1005 Gravenstein Highway North
Sebastopol, CA  95472
Phone:(707)827-7215


----- Original Message -----
From: "Rob Mitzel" <rmitzel at peer1.net>
To: <rt-users at lists.fsck.com>
Sent: Tuesday, January 15, 2002 7:51 AM
Subject: [rt-users] StockAnswers Addin, Abuse, and dead ticket purging.


> Hey gang,
>
> Just a quick question...anyone ever used the contributed StockAnswers addin?
> I was just setting it up, and it's quite neat (as to why I'll explain in a
> sec), but I was curious...any way to insert a blank line in them?  I made up
> some stock answers, and it seems to crap out as soon as it hits a blank
> line. (Robert Spier?  You here?) :)
>
> Also...anyone know what happened to the script that used to be in contrib
> for purging dead tickets out of the db?  I used to have it on my
> developmental RT system, but then I had to reformat it...
>
> And the third thing.  One of the main reasons we use RT is because of our
> abuse department, so I'm coming up with a whole howto for setting up RT for
> abuse.  I'm coming up with default scrips, etc etc...so if you have anything
> to contribute, let me know and I'll add it in.  I should have an alpha
> version up in the next week or two.  (I'm also working on enduser
> documentation for RT that I'll be contributing to the main RT project!)
>
> Thanks!
>
> -Rob.
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From KFerguso at chi.navtech.com  Tue Jan 15 16:23:48 2002
From: KFerguso at chi.navtech.com (Ferguson, Kevin)
Date: Tue, 15 Jan 2002 15:23:48 -0600
Subject: [rt-users] Condition/Generic.pm
Message-ID: <91468650040FD411A51100104B63E23102E280A9@postman.chi.navtech.com>

Hi all,

First of all, sorry to those of you not into the code.  This
should probably go in rt-devel, but I'm not on that list.

I was poking around and I think I spotted a typo in a hash key
used in the Condition/Generic.pm module.  In the private _Init
method, the local args hash is initialized with several keys, one
being 'ApplicableTransTypes' (Line 61).  Later on, when the local hash is 
copied into the object data, the args hash is referenced with the
key 'ApplicableTypes', not 'ApplicableTransTypes' (Line 69).

I couldn't find any other reference to the string 'ApplicableTypes'.

FWIW...

ttfn,
kevin



From virenp at mail.utexas.edu  Tue Jan 15 17:15:39 2002
From: virenp at mail.utexas.edu (Viren Patel)
Date: Tue, 15 Jan 2002 16:15:39 -0600
Subject: [rt-users] Unprivileged user cannot see any queue when creating ticket
Message-ID: <5.1.0.14.2.20020115160854.00ad7f40@mail.cm.utexas.edu>

Hello.  I followed all instructions and set up RT 2.0.11 without any 
problems.  Using the web interface I set up an unprivileged user.  The 
system allows the unprivileged user to login but when clicking on the 
'Create Ticket' link, none of the queues show up.  I gave 'Create Ticket', 
'Delete Ticket', 'Show Ticket' permissions to 'Requestor' group with no 
change.  I gave the same permissions to 'Everyone' group but there was no 
change.  I assigned permissions to individual queues but again there was no 
effect - an unprivileged user (requestor?) just cannot see any queues when 
creating a ticket.  Any clues?  Thanks in Advance.

--
Viren Patel                        Phone: (512) 471-1031
Dept. of Chemistry & Biochemistry
The University of Texas at Austin, Austin, TX 78712-1167





From pdh at snapgear.com  Tue Jan 15 17:28:59 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 16 Jan 2002 08:28:59 +1000
Subject: [rt-users] Unprivileged user cannot see any queue when creating ticket
In-Reply-To: <5.1.0.14.2.20020115160854.00ad7f40@mail.cm.utexas.edu>
References: <5.1.0.14.2.20020115160854.00ad7f40@mail.cm.utexas.edu>
Message-ID: <20020115222859.GO1356@moreton.com.au>

Viren Patel wrote:
> effect - an unprivileged user (requestor?) just cannot see any queues when 
> creating a ticket.  Any clues?  Thanks in Advance.

You want to grant "Everyone" the right to "SeeQueue".



From btaylor at virata.com  Tue Jan 15 17:51:25 2002
From: btaylor at virata.com (Bryant Taylor)
Date: Tue, 15 Jan 2002 14:51:25 -0800
Subject: [rt-users] Hmm strange
Message-ID: <8887DBC72799D511A2F50008C786016E15E15B@spider.sc.virata.com>

I'm using 2.0.10 and this is the output I got when trying to add a queue
 
Any idea's
 

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




 
<http://mavrick.sc.virata.com/Admin/Queues/Modify.html?Create=1#raw_error#ra
w_error> raw_error




























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 136.
 
 
Bryant
 
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020115/c46d15ae/attachment.htm>

From mstackhouse at samsa.com  Tue Jan 15 18:01:10 2002
From: mstackhouse at samsa.com (Michael D. Stackhouse)
Date: Tue, 15 Jan 2002 18:01:10 -0500
Subject: [rt-users] Search tickets by content
Message-ID: <3C44B4B5.7419953E@samsa.com>

Is there a capability to search for tickets by comments in the tickets?

Thanks




From arclight at jump.net  Tue Jan 15 18:06:33 2002
From: arclight at jump.net (Bob Apthorpe)
Date: Tue, 15 Jan 2002 17:06:33 -0600
Subject: [rt-users] Hmm strange
In-Reply-To: <8887DBC72799D511A2F50008C786016E15E15B@spider.sc.virata.com>
Message-ID: <3C446199.32343.61973C4@localhost>

Hi,

Ugh. IIRC the "Bizarre copy of HASH in aassign" error is a problem 
with perl 5.6.0. If feasible, upgrade to at least 5.6.1. I had a lot of 
trouble with 5.6.0 under Solaris; sadly there are quite a few Linux 
distributions still shipping 5.6.0 instead of 5.6.1.

-- Bob

On 15 Jan 2002, at 14:51, Bryant Taylor wrote:

> I'm using 2.0.10 and this is the output I got when trying to add a
> queue
> 
> Any idea's
> 
> 
> 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
> 
> 
> 
> 
> 
> <http://mavrick.sc.virata.com/Admin/Queues/Modify.html?Create=1#raw_er
> ror#ra w_error> raw_error
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 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 136.
> 
> 
> Bryant
> 
> 
> 





From btaylor at virata.com  Tue Jan 15 18:46:59 2002
From: btaylor at virata.com (Bryant Taylor)
Date: Tue, 15 Jan 2002 15:46:59 -0800
Subject: [rt-users] RT 2.0.10 bug or config problem
Message-ID: <8887DBC72799D511A2F50008C786016E15E15C@spider.sc.virata.com>

Hi all you rter's... got a question...
 
Now, this could be because I was in a hurry to get this up and running as a
backup server to the production one...  but maybe not.
 
I get the following with trying to add a queue .
 
System type: Mysql 3.23.41, RT 2.0.10   running on Redhat 7.2
 
Thanks in advance...
 
 
--Bryant 
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020115/b7918123/attachment.htm>

From peter at popovich.net  Tue Jan 15 18:54:24 2002
From: peter at popovich.net (Peter E. Popovich)
Date: Tue, 15 Jan 2002 15:54:24 -0800
Subject: [rt-users] problems with reply from ticket
References: <20020115142619.GA30125@agestado.com.br>
Message-ID: <00e501c19e1f$fe3b2bb0$3900a8c0@POPOVICH>

> When I try to reply from a ticket I get the message
> "correspondence sent" but no mail is sent. I don't get
> any errors from rt log or from sendmail log.

I think perhaps you're being bitten by this:

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

If that's not it, please elaborate.




From tom at LS.Berkeley.EDU  Tue Jan 15 19:02:32 2002
From: tom at LS.Berkeley.EDU (Tom Holub)
Date: Tue, 15 Jan 2002 16:02:32 -0800
Subject: [rt-users] problems with reply from ticket
In-Reply-To: <00e501c19e1f$fe3b2bb0$3900a8c0@POPOVICH>; from peter@popovich.net on Tue, Jan 15, 2002 at 03:54:24PM -0800
References: <20020115142619.GA30125@agestado.com.br> <00e501c19e1f$fe3b2bb0$3900a8c0@POPOVICH>
Message-ID: <20020115160232.C25616@ls.berkeley.edu>

On Tue, Jan 15, 2002 at 03:54:24PM -0800, Peter E. Popovich wrote:
> > When I try to reply from a ticket I get the message
> > "correspondence sent" but no mail is sent. I don't get
> > any errors from rt log or from sendmail log.
> 
> I think perhaps you're being bitten by this:
> 
> http://fsck.com/rtfm/article.html?id=5#73
> 
> If that's not it, please elaborate.

I wish this were configurable.

-- 
Tom Holub (tom_holub at LS.Berkeley.EDU, 510-642-9069)
College of Letters & Science
249 Campbell Hall



From peter at popovich.net  Tue Jan 15 19:03:54 2002
From: peter at popovich.net (Peter E. Popovich)
Date: Tue, 15 Jan 2002 16:03:54 -0800
Subject: [rt-users] Search tickets by content
References: <3C44B4B5.7419953E@samsa.com>
Message-ID: <011401c19e21$49fc37a0$3900a8c0@POPOVICH>

> Is there a capability to search for tickets by comments in the tickets?

I think the search field "Ticket content [matches | does not match]
data_field" does what you're referring to.

http://fsck.com/rt2/Search/Listing.html




From peter at popovich.net  Tue Jan 15 19:58:47 2002
From: peter at popovich.net (Peter E. Popovich)
Date: Tue, 15 Jan 2002 16:58:47 -0800
Subject: [rt-users] problems with reply from ticket
References: <20020115142619.GA30125@agestado.com.br> <00e501c19e1f$fe3b2bb0$3900a8c0@POPOVICH> <20020115160232.C25616@ls.berkeley.edu>
Message-ID: <014401c19e28$f4ded810$3900a8c0@POPOVICH>

> > http://fsck.com/rtfm/article.html?id=5#73
>...
> I wish this were configurable.

I suppose you could override the Notify class.

The code's in /path/to/rt/lib/RT/Action/Notify.pm:
...
    #Strip the sender out of the To, Cc and AdminCc and set the
    # recipients fields used to build the message by the superclass.
    @{$self->{'To'}} = grep (!/^$creator$/, @To);
    @{$self->{'Cc'}} = grep (!/^$creator$/, @Cc);
    @{$self->{'Bcc'}} = grep (!/^$creator$/, @Bcc);

If I were more familiar with perl, I'd suggest a way to add a data element
(strip_sender, default to undef) to the packaged Notify object, then that
default assignment could be overridden in a theoretical subclassed action
.pm called "NotifyPlusSender", which you could use as a basis for custom
scrips. Then you could wrap the above-quoted code in an if.

Or something. I don't know enough perl to grok its object-oriented
terminology, much less the syntax for that kind of change.




From ramsbeck at consors.de  Wed Jan 16 03:25:50 2002
From: ramsbeck at consors.de (Florian Ramsbeck)
Date: Wed, 16 Jan 2002 09:25:50 +0100
Subject: [rt-users] Add-On's
Message-ID: <00db01c19e67$680b84d0$8f331eac@dedh0096>

Hi folks,

can anybody tell me, how to integrate an add-on in rt2-0-8 on SuSE-Linux 7.2?
Already searched the docs, but didn't find anything.

Status:

Downloaded the statusreports.html into ../rt/WebRT/html . If i Type the URL in my browser, i can work with the site, how to link it !?!?!
-tnx-

Mit freundliche Gr??en - With kind regards

Florian Ramsbeck
Operating, Data Center
Consors Discount-Broker AG, Deutschherrnstra?e 15 - 19, D-90429  N?rnberg
Telefon: +49 (0) 9 11/3 69-2397, Telefax: +49 (0) 9 11/3 69-2315
Florian.Ramsbeck at Consors.de
http://www.consors.de
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020116/9035dc09/attachment.htm>

From Rehan at nha.co.za  Wed Jan 16 04:15:29 2002
From: Rehan at nha.co.za (Rehan van der Merwe)
Date: Wed, 16 Jan 2002 11:15:29 +0200
Subject: [rt-users] Database Indexing revisited
Message-ID: <FD2EC577E876CA418D08460A64646FBD01124621@titan.nha.co.za>

Hi everyone,

When using the Database Indexing as described in the lists on 23/24 August
2001, would I have to do this indexing on a regular basis, or is it a
once-off?

Jesse, if it is a once-off, can this be included as standard in the
distribution?

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 feargal at thecia.ie  Wed Jan 16 04:36:51 2002
From: feargal at thecia.ie (Feargal Reilly)
Date: Wed, 16 Jan 2002 09:36:51 +0000
Subject: [rt-users] Database Indexing revisited
In-Reply-To: <FD2EC577E876CA418D08460A64646FBD01124621@titan.nha.co.za>
Message-ID: <5.1.0.14.0.20020116093452.00a13cb0@mail.thecia.ie>

It's a once-off thing, and is standard for new installations of RT.
However, if you're upgrading your system within the 2.0 tree, you'll need 
to do this by hand.

At 09:15 16/01/02, Rehan van der Merwe wrote:
>Hi everyone,
>
>When using the Database Indexing as described in the lists on 23/24 August
>2001, would I have to do this indexing on a regular basis, or is it a
>once-off?
>
>Jesse, if it is a once-off, can this be included as standard in the
>distribution?
>
>Regards,
>
>Rehan van der Merwe
>Neil Harvey & Associates (Pty) Ltd
>http://www.nha.co.za
>rehan at nha.co.za
>Tel:  +27 21 6709237
>Fax: +27 21 6709337
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users

Feargal Reilly,
Systems Administrator,
The CIA.




From mstackhouse at samsa.com  Wed Jan 16 08:05:47 2002
From: mstackhouse at samsa.com (Michael D. Stackhouse)
Date: Wed, 16 Jan 2002 08:05:47 -0500
Subject: [rt-users] Search tickets by content
References: <3C44B4B5.7419953E@samsa.com> <011401c19e21$49fc37a0$3900a8c0@POPOVICH>
Message-ID: <3C457AAB.FDF58E1F@samsa.com>

Perhaps I'm thick, but I what we're trying to do is search for any words that
are in the ticket comments.  To me "match/does not match" implies an exact
match vs. a "like" lookup.  Am I looking at this thing correctly?

Mike

"Peter E. Popovich" wrote:

> > Is there a capability to search for tickets by comments in the tickets?
>
> I think the search field "Ticket content [matches | does not match]
> data_field" does what you're referring to.
>
> http://fsck.com/rt2/Search/Listing.html
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users




From mstackhouse at samsa.com  Wed Jan 16 08:38:48 2002
From: mstackhouse at samsa.com (Michael D. Stackhouse)
Date: Wed, 16 Jan 2002 08:38:48 -0500
Subject: [rt-users] Additional fields on tickets
Message-ID: <3C458267.F9D62577@samsa.com>

We hope to use RT to assist in support of our software development
clients - both for development and for support ticket items.

There are a few fields that we would like to have on the ticket table.
Is there some kind of capability in RT that would allow us to have
additional fields?  If not, is there a way we can customize the table
without loosing our capability to continue receiving upgrades to RT?

Thanks!




From sw-lists at onyx.net  Wed Jan 16 10:44:47 2002
From: sw-lists at onyx.net (Simon Woodward)
Date: 16 Jan 2002 15:44:47 +0000
Subject: [rt-users] Wierdness
Message-ID: <1011195887.29427.31.camel@brockrigg.onyx.net>

Hi All,

I've posted about this before, and didn't really get very far, however
its still happening, so I thought I'd post again in the vain hope that
someone somewhere has had similar problems, or may know where to look.

Very occasionally when people reply or correspond on a ticket, rt says
its sent and logs it as such, however it never actually gets passed to
the MTA, (in this case qmail), there is no log, no delivery attempt, no
nothing ! In general, all works fine, it is just the odd one, and
obviously these 'odd ones' are causing customers to rightly complain
about their tickets not being answered.

I am using the latest (2.0.11) and have the following scrips on the
queue.

OnCreate AutoreplyToRequestors with template 1st Line Autoreply 
OnResolve NotifyRequestors with template 1st Line ticket resolution 
OnCorrespond NotifyRequestors with template Correspondence

Also in config.pm:
#Sendmail Configuration

# $MailCommand defines which method RT will use to try to send mail
# We know that 'sendmail' works fairly well.
# If 'sendmail' doesn't work well for you, try 'sendmailpipe'
# But note that you have to configure $SendmailPath and add a -t
# to $SendmailArguments

$MailCommand = 'sendmail';

# $SendmailArguments defines what flags to pass to $Sendmail
# assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand
above.
# If you picked 'sendmailpipe', you MUST add a -t flag to
$SendmailArguments

# These options are good for most sendmail wrappers and workalikes
$SendmailArguments="-oi";

Also all traces of standard sendmail have been removed from the system,
the box has any sendmail binary as a symlink to /var/qmail/bin/sendmail.

This is very difficult to re-create, but it *does* happen ... can anyone
please give me some pointers ... where to look, what to do 

In Short ... please ... HELP !!!! ;-)

Thanks,

Simon.






From bruce_campbell at ripe.net  Wed Jan 16 11:20:07 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 16 Jan 2002 17:20:07 +0100 (CET)
Subject: [rt-users] RT 2.0.10 bug or config problem
In-Reply-To: <8887DBC72799D511A2F50008C786016E15E15C@spider.sc.virata.com>
Message-ID: <Pine.LNX.4.31.0201161718320.23554-100000@x22.ripe.net>

On Tue, 15 Jan 2002, Bryant Taylor wrote:

> System type: Mysql 3.23.41, RT 2.0.10   running on Redhat 7.2

RT 2.0.10 has a nasty gotcha further in, upgrade to 2.0.11 and ask the
question again (with the error message this time ;) )

-- 
                             Bruce Campbell                            RIPE
                                    RIPE 41                             NCC
                       Jan 14-18, Amsterdam                      Operations





From sean at thirteen.net  Wed Jan 16 11:42:35 2002
From: sean at thirteen.net (Sean Hussey)
Date: Wed, 16 Jan 2002 11:42:35 -0500
Subject: [rt-users] Mail gateway problem
Message-ID: <5.1.0.14.0.20020116113328.02a69ac8@thirteen.net>

Hi everyone,

When sending mail to the correct address for rt, I get this error sent back:

    ----- The following addresses had permanent fatal errors -----
"|/web/mako/docs/rt2/bin/rt-mailgate --queue general --action correspond"
     (reason: 126)
     (expanded from: <support at mako-design.com>)

    ----- Transcript of session follows -----
sh: /web/mako/docs/rt2/bin/rt-mailgate: Permission denied
554 5.3.0 "|/web/mako/docs/rt2/bin/rt-mailgate --queue general --action 
correspond"... unknown mailer error 126

The permissions on the script in question are -rwxr-sr-x, so I don't see an 
issue there.  Any thoughts?  The admin says the script has been added to 
any smrsh configs that should allow sendmail to run it, but I still 
consider that a failure point.  Any thoughts?

Thanks very much!

Sean




From sean at thirteen.net  Wed Jan 16 11:49:12 2002
From: sean at thirteen.net (Sean Hussey)
Date: Wed, 16 Jan 2002 11:49:12 -0500
Subject: [rt-users] Mail gateway problem
In-Reply-To: <5.1.0.14.0.20020116113328.02a69ac8@thirteen.net>
Message-ID: <5.1.0.14.0.20020116114821.02a90aa8@thirteen.net>

Ugh, I think I found it.  Sorry for the disturabance.  It looks like the 
admin copied instead of symlinked it into /etc/smrsh.  If that's not the 
problem, I'll mail back.

Thanks,

Sean

At 11:42 AM 1/16/2002 -0500, Sean Hussey wrote:
>Hi everyone,
>
>When sending mail to the correct address for rt, I get this error sent back:
>
>    ----- The following addresses had permanent fatal errors -----
>"|/web/mako/docs/rt2/bin/rt-mailgate --queue general --action correspond"
>     (reason: 126)
>     (expanded from: <support at mako-design.com>)
>
>    ----- Transcript of session follows -----
>sh: /web/mako/docs/rt2/bin/rt-mailgate: Permission denied
>554 5.3.0 "|/web/mako/docs/rt2/bin/rt-mailgate --queue general --action 
>correspond"... unknown mailer error 126
>
>The permissions on the script in question are -rwxr-sr-x, so I don't see 
>an issue there.  Any thoughts?  The admin says the script has been added 
>to any smrsh configs that should allow sendmail to run it, but I still 
>consider that a failure point.  Any thoughts?
>
>Thanks very much!
>
>Sean
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users





From Jedrzej.M.Gajewski at gsk.com  Wed Jan 16 11:54:25 2002
From: Jedrzej.M.Gajewski at gsk.com (Jedrzej.M.Gajewski at gsk.com)
Date: Wed, 16 Jan 2002 11:54:25 -0500
Subject: [rt-users] make install problems (insertdata)
Message-ID: <OFE762414A.29525738-ON85256B43.005AA776@ha.uk.sbphrd.com>

Trying to install RT 2-0-11with Oracle 8i. I get an error near the end of
the make install. Searched the archives and did not find anything on this.
Nothing in the FAQ about it.

cp -rp ./tools/insertdata \
         //bioinfo/apps/unsupported/rt2/etc
/bioinfo/apps/bin/perl -p -i -e "
s'!!RT_ETC_PATH!!'/bioinfo/apps/unsupported/rt2/etc'g;\
                   s'!!RT_LIB_PATH!!'/bioinfo/apps/unsupported/rt2/lib'g;"\
        //bioinfo/apps/unsupported/rt2/etc/insertdata
/bioinfo/apps/bin/perl /bioinfo/apps/unsupported/rt2/etc/insertdata
DBI->connect(dbname=DEV;host=131.111.77.831) failed: Can't connect using
this syntax without specifying a HOST and a SID at
/home/gastov/perlmod/lib/site_perl/5.005/DBIx/SearchBuilder/Handle/Oracle.pm

line 73
Connect Failed Can't connect using this syntax without specifying a HOST
and a SID
make: *** [insert] Error 255

I can log into the database just fine using sqlplus, I see the tables that
were created earlier by make install...
All required modules are installed in my home dir account and the PATH to
perl lib has been updated. The make testdeps reports no errors.

Anyone have any ideas? To me it looks like SID is never set (no Parameter
for it in the Makefile)  and then never passed to the Connect method...

Here are some related code excerpts if it helps:

from install dir: /tmp/rt/lib/RT/Handle.pm:
$self->SUPER::Connect(Host => $RT::DatabaseHost,
                         Database => $RT::DatabaseName,
                         User => $RT::DatabaseUser,
                         Password => $RT::DatabasePassword,
                         Port => $RT::DatabasePort,
                         Driver => $RT::DatabaseType,
                         RequireSSL => $RT::DatabaseRequireSSL,
                        );


From jesse at bestpractical.com  Wed Jan 16 11:54:44 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 16 Jan 2002 11:54:44 -0500
Subject: [rt-users] command line question
In-Reply-To: <3C442597.5070600@beth.uniforum.org.za>; from mixo@beth.uniforum.org.za on Tue, Jan 15, 2002 at 02:50:31PM +0200
References: <3C442597.5070600@beth.uniforum.org.za>
Message-ID: <20020116115444.Y3768@fsck.com>

I believe this was fixed in 2.0.10


On Tue, Jan 15, 2002 at 02:50:31PM +0200, mixo wrote:
> The command
> ++++++++++++++++++++++
> /opt/rt2/bin/rtadmin --user 6
> ++++++++++++++++++++++
> 
> results in the user  name of the user with the id '6'  being changed to 
> '6'.
> Is this a feature?
> 
> (rt 2.0.9)
> 
> 
> _______________________________________________
> 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 virenp at mail.utexas.edu  Wed Jan 16 12:00:11 2002
From: virenp at mail.utexas.edu (Viren Patel)
Date: Wed, 16 Jan 2002 11:00:11 -0600
Subject: [rt-users] Unprivileged user cannot see any queue when
  creating ticket
In-Reply-To: <20020115222859.GO1356@moreton.com.au>
References: <5.1.0.14.2.20020115160854.00ad7f40@mail.cm.utexas.edu>
 <5.1.0.14.2.20020115160854.00ad7f40@mail.cm.utexas.edu>
Message-ID: <5.1.0.14.2.20020116105931.00a91bc8@mail.cm.utexas.edu>

I tried that but it didn't work.

At 08:28 AM 1/16/2002 +1000, Phil Homewood wrote:
>Viren Patel wrote:
> > effect - an unprivileged user (requestor?) just cannot see any queues when
> > creating a ticket.  Any clues?  Thanks in Advance.
>
>You want to grant "Everyone" the right to "SeeQueue".




From matthew.zeier at thirdcoast.net  Wed Jan 16 12:01:41 2002
From: matthew.zeier at thirdcoast.net (matthew zeier)
Date: Wed, 16 Jan 2002 09:01:41 -0800
Subject: [rt-users] Adding {$Transaction->Content()} to Resolved Template  does not work
References: <3C3C9A97.F138AF94@orcaware.com> <20020109152815.L3768@fsck.com> <3C3CBA31.BD16884C@orcaware.com> <20020109165146.S3768@fsck.com> <3C3CD231.C930C3EA@orcaware.com>
Message-ID: <01c601c19eaf$78a3ca30$0b16160a@Desktop>

Can someone help me modify the code below to print out the requestor's first
entry and the last entry in the ticket?

I'm not clear on how to get that.

Thanks.

----- Original Message -----
From: "Blair Zajac" <blair at orcaware.com>
To: "Jesse Vincent" <jesse at bestpractical.com>
Cc: "RT Users Mailing List" <rt-users at lists.fsck.com>
Sent: Wednesday, January 09, 2002 3:28 PM
Subject: Re: [rt-users] Adding {$Transaction->Content()} to Resolved
Template does not work


> Here's the new version of the Resolved Template that prints the
correspondence
> (if any) that went into resolving the ticket.
>
> If there's a simpler or better way of accomplishing this, please let me
> know.
>
> Best,
> Blair
>
> --
> Blair Zajac <blair at orcaware.com>
> Web and OS performance plots - http://www.orcaware.com/orca/
>
>
>
>
> Subject: Ticket Resolved: {$Ticket->Subject}
>
> Greetings,
>
> The issue regarding
>
>         "{$Ticket->Subject()}",
>
> has been resolved.  If you have any further questions or concerns,
> please respond to this message.
>
> {
>   my $resolved_transaction;
>   my $Transactions = $Ticket->Transactions;
>   while (my $Transaction = $Transactions->Next) {
>     if ($Transaction->Type eq 'Correspond') {
>       $resolved_transaction = $Transaction;
>     } elsif (!$Transactions->IsLast) {
>       $resolved_transaction = undef;
>     }
>   }
>
>   my $resolved_message = '';
>
>   if ($resolved_transaction) {
>     my $attachments = $resolved_transaction->Attachments;
>     $attachments->GotoFirstItem;
>
>     while (my $message = $attachments->Next) {
>       next unless $message->ContentType =~
m!^(text/plain|message|text$)!i;
>
>       my $content = $message->Content;
>       next unless length $content;
>
>       my $wrapper = Text::Wrapper->new(columns=>70);
>       $content = $wrapper->wrap($content);
>       $resolved_message .= "$content\n";
>     }
>   }
>
>   $resolved_message;
> }
>                         Thank you,
>                         {$Ticket->QueueObj->CorrespondAddress()}
>
>
>
>
> Jesse Vincent wrote:
> >
> > It's a Text::Template.
> >
> > perldoc Text::Template should tell you what you need to know about it.
> >
> > On Wed, Jan 09, 2002 at 01:46:25PM -0800, Blair Zajac wrote:
> > > Jesse Vincent wrote:
> > > >
> > > > On Wed, Jan 09, 2002 at 11:31:35AM -0800, Blair Zajac wrote:
> > > > > When I add
> > > > >
> > > > >       {$Transaction->Content()}
> > > > >
> > > > > to the default Resolved Template to have the resolve message sent
to the
> > > > > requester, nothing additional is added to the email, the only
thing I get is
> > > > > the normal text.
> > > >
> > > > If you take a look, you'll note that the comment or correspondence
is a
> > > > seperate transaction. You'll want do something like take
$Ticket->Transactions,
> > > > limit it to corresondence and then pull the content of the last
one..
> > >
> > > How does one write complicated code in a Scrip?  Trying something like
> > >
> > >     { join(" ", keys %\{$Ticket->Transactions\} )
> > >
> > > and protecting each { } gets old after a while?
> > >
> > > Also, how does one append to the output buffer in the right order?  If
you
> > > use something like
> > >
> > > { for my $i (1..10) \{
> > >  print "$i<br>\n";
> > > \} }
> > >
> > > then the numbers are sent to the browser even before the HTTP headers
are.
> > >
> > > Best,
> > > Blair
> > >
> > > >
> > > >
> > > > > How does one work around this?  Is this a bug?
> > > >
> > > > It's by design. It's design that I'm considering the best way to
rework ;)
> > > >
> > > > Thanks,
> > > > Jesse
> > > >
> > > > --
> > > > http://www.bestpractical.com/products/rt  -- Trouble Ticketing.
Free.
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From jesse at bestpractical.com  Wed Jan 16 12:06:57 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 16 Jan 2002 12:06:57 -0500
Subject: [rt-users] Wierdness
In-Reply-To: <1011195887.29427.31.camel@brockrigg.onyx.net>; from sw-lists@onyx.net on Wed, Jan 16, 2002 at 03:44:47PM +0000
References: <1011195887.29427.31.camel@brockrigg.onyx.net>
Message-ID: <20020116120657.A3768@fsck.com>

Try sendmailpipe, rather than sendmail. it's closer to the bare metal and
often more reliable.

	-j


On Wed, Jan 16, 2002 at 03:44:47PM +0000, Simon Woodward wrote:
> Hi All,
> 
> I've posted about this before, and didn't really get very far, however
> its still happening, so I thought I'd post again in the vain hope that
> someone somewhere has had similar problems, or may know where to look.
> 
> Very occasionally when people reply or correspond on a ticket, rt says
> its sent and logs it as such, however it never actually gets passed to
> the MTA, (in this case qmail), there is no log, no delivery attempt, no
> nothing ! In general, all works fine, it is just the odd one, and
> obviously these 'odd ones' are causing customers to rightly complain
> about their tickets not being answered.
> 
> I am using the latest (2.0.11) and have the following scrips on the
> queue.
> 
> OnCreate AutoreplyToRequestors with template 1st Line Autoreply 
> OnResolve NotifyRequestors with template 1st Line ticket resolution 
> OnCorrespond NotifyRequestors with template Correspondence
> 
> Also in config.pm:
> #Sendmail Configuration
> 
> # $MailCommand defines which method RT will use to try to send mail
> # We know that 'sendmail' works fairly well.
> # If 'sendmail' doesn't work well for you, try 'sendmailpipe'
> # But note that you have to configure $SendmailPath and add a -t
> # to $SendmailArguments
> 
> $MailCommand = 'sendmail';
> 
> # $SendmailArguments defines what flags to pass to $Sendmail
> # assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand
> above.
> # If you picked 'sendmailpipe', you MUST add a -t flag to
> $SendmailArguments
> 
> # These options are good for most sendmail wrappers and workalikes
> $SendmailArguments="-oi";
> 
> Also all traces of standard sendmail have been removed from the system,
> the box has any sendmail binary as a symlink to /var/qmail/bin/sendmail.
> 
> This is very difficult to re-create, but it *does* happen ... can anyone
> please give me some pointers ... where to look, what to do 
> 
> In Short ... please ... HELP !!!! ;-)
> 
> Thanks,
> 
> Simon.
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From jesse at bestpractical.com  Wed Jan 16 12:15:16 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 16 Jan 2002 12:15:16 -0500
Subject: [rt-users] make install problems (insertdata)
In-Reply-To: <OFE762414A.29525738-ON85256B43.005AA776@ha.uk.sbphrd.com>; from Jedrzej.M.Gajewski@gsk.com on Wed, Jan 16, 2002 at 11:54:25AM -0500
References: <OFE762414A.29525738-ON85256B43.005AA776@ha.uk.sbphrd.com>
Message-ID: <20020116121516.C3768@fsck.com>

You really, really don't want to be running RT on oracle in production.
You probably don't even want to be running it for the hell of it, unless
you intend to be doing development on the oracle port.  The oracle port
is currently proof-of-concept level. Patches are gratefully appreciated.

	-j


On Wed, Jan 16, 2002 at 11:54:25AM -0500, Jedrzej.M.Gajewski at gsk.com wrote:
> Trying to install RT 2-0-11with Oracle 8i. I get an error near the end of
> the make install. Searched the archives and did not find anything on this.
> Nothing in the FAQ about it.
> 
> cp -rp ./tools/insertdata \
>          //bioinfo/apps/unsupported/rt2/etc
> /bioinfo/apps/bin/perl -p -i -e "
> s'!!RT_ETC_PATH!!'/bioinfo/apps/unsupported/rt2/etc'g;\
>                    s'!!RT_LIB_PATH!!'/bioinfo/apps/unsupported/rt2/lib'g;"\
>         //bioinfo/apps/unsupported/rt2/etc/insertdata
> /bioinfo/apps/bin/perl /bioinfo/apps/unsupported/rt2/etc/insertdata
> DBI->connect(dbname=DEV;host=131.111.77.831) failed: Can't connect using
> this syntax without specifying a HOST and a SID at
> /home/gastov/perlmod/lib/site_perl/5.005/DBIx/SearchBuilder/Handle/Oracle.pm
> 
> line 73
> Connect Failed Can't connect using this syntax without specifying a HOST
> and a SID
> make: *** [insert] Error 255
> 
> I can log into the database just fine using sqlplus, I see the tables that
> were created earlier by make install...
> All required modules are installed in my home dir account and the PATH to
> perl lib has been updated. The make testdeps reports no errors.
> 
> Anyone have any ideas? To me it looks like SID is never set (no Parameter
> for it in the Makefile)  and then never passed to the Connect method...
> 
> Here are some related code excerpts if it helps:
> 
> from install dir: /tmp/rt/lib/RT/Handle.pm:
> $self->SUPER::Connect(Host => $RT::DatabaseHost,
>                          Database => $RT::DatabaseName,
>                          User => $RT::DatabaseUser,
>                          Password => $RT::DatabasePassword,
>                          Port => $RT::DatabasePort,
>                          Driver => $RT::DatabaseType,
>                          RequireSSL => $RT::DatabaseRequireSSL,
>                         );
> 
> From installed perl modules:
> .../lib/site-perl/5.005/DBIx/SearchBuilder/Handle/Oracle.pm:
> sub Connect  {
>   my $self = shift;
> 
>   my %args = ( Driver => undef,
>                Database => undef,
>                User => undef,
>                Password => undef,
>            SID => undef,
>            Host => undef,
>                @_);
> 
>   my $dsn = "dbi:$args{'Driver'}:dbname=$args{'Database'}";
>   $dsn .= ";sid=$args{'SID'}" if defined $args{'SID'};
>   $dsn .= ";host=$args{'Host'}" if defined $args{'Host'};
> 
>   my $DBIHandle = DBI->connect($dsn, $args{'User'}, $args{'Password'}) ||
> die "Connect Failed $DBI::errstr\n" ;
> 
>   #Set the handle
>   $self->dbh($DBIHandle);
> 
> 
> Thank you in advance,
> Jedrzej G
> 
> 
> _______________________________________________
> 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 Jedrzej.M.Gajewski at gsk.com  Wed Jan 16 12:23:42 2002
From: Jedrzej.M.Gajewski at gsk.com (Jedrzej.M.Gajewski at gsk.com)
Date: Wed, 16 Jan 2002 12:23:42 -0500
Subject: [rt-users] make install problems (insertdata)
Message-ID: <OFD0B82F1C.239B2C4F-ON85256B43.005F2563@ha.uk.sbphrd.com>

That is news for me. I read the documentation before proceeding, and it
stated that there are known issues with Oracle. It did not say it is
unusable and more specifically, uninstallable. Maybe the README
documentation should be upgraded to reflect that more clearly before people
spend time to get it working.

Thanks for the clarification though....

Jedrzej G.



                                                                                                               
                    "Jesse Vincent"                                                                            
                    <jesse at bestprac                                                                            
                    tical.com>                                                                                 
                                          To:     Jedrzej.M.Gajewski                                           
                                                                                                               
                    16-Jan-2002           cc:     rt-users                                                     
                    12:15                 Subject:     Re: [rt-users] make install problems (insertdata)       
                                                                                                               
                                                                                                               




You really, really don't want to be running RT on oracle in production.
You probably don't even want to be running it for the hell of it, unless
you intend to be doing development on the oracle port.  The oracle port
is currently proof-of-concept level. Patches are gratefully appreciated.

     -j


On Wed, Jan 16, 2002 at 11:54:25AM -0500, Jedrzej.M.Gajewski at gsk.com wrote:
> Trying to install RT 2-0-11with Oracle 8i. I get an error near the end of
> the make install. Searched the archives and did not find anything on
this.
> Nothing in the FAQ about it.
>
> cp -rp ./tools/insertdata \
>          //bioinfo/apps/unsupported/rt2/etc
> /bioinfo/apps/bin/perl -p -i -e "
> s'!!RT_ETC_PATH!!'/bioinfo/apps/unsupported/rt2/etc'g;\
>
s'!!RT_LIB_PATH!!'/bioinfo/apps/unsupported/rt2/lib'g;"\
>         //bioinfo/apps/unsupported/rt2/etc/insertdata
> /bioinfo/apps/bin/perl /bioinfo/apps/unsupported/rt2/etc/insertdata
> DBI->connect(dbname=DEV;host=131.111.77.831) failed: Can't connect using
> this syntax without specifying a HOST and a SID at
>
/home/gastov/perlmod/lib/site_perl/5.005/DBIx/SearchBuilder/Handle/Oracle.pm

>
> line 73
> Connect Failed Can't connect using this syntax without specifying a HOST
> and a SID
> make: *** [insert] Error 255
>
> I can log into the database just fine using sqlplus, I see the tables
that
> were created earlier by make install...
> All required modules are installed in my home dir account and the PATH to
> perl lib has been updated. The make testdeps reports no errors.
>
> Anyone have any ideas? To me it looks like SID is never set (no Parameter
> for it in the Makefile)  and then never passed to the Connect method...
>
> Here are some related code excerpts if it helps:
>
> from install dir: /tmp/rt/lib/RT/Handle.pm:
> $self->SUPER::Connect(Host => $RT::DatabaseHost,
>                          Database => $RT::DatabaseName,
>                          User => $RT::DatabaseUser,
>                          Password => $RT::DatabasePassword,
>                          Port => $RT::DatabasePort,
>                          Driver => $RT::DatabaseType,
>                          RequireSSL => $RT::DatabaseRequireSSL,
>                         );
>
> From installed perl modules:
> .../lib/site-perl/5.005/DBIx/SearchBuilder/Handle/Oracle.pm:
> sub Connect  {
>   my $self = shift;
>
>   my %args = ( Driver => undef,
>                Database => undef,
>                User => undef,
>                Password => undef,
>            SID => undef,
>            Host => undef,
>                @_);
>
>   my $dsn = "dbi:$args{'Driver'}:dbname=$args{'Database'}";
>   $dsn .= ";sid=$args{'SID'}" if defined $args{'SID'};
>   $dsn .= ";host=$args{'Host'}" if defined $args{'Host'};
>
>   my $DBIHandle = DBI->connect($dsn, $args{'User'}, $args{'Password'}) ||
> die "Connect Failed $DBI::errstr\n" ;
>
>   #Set the handle
>   $self->dbh($DBIHandle);
>
>
> Thank you in advance,
> Jedrzej G
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>

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







From jesse at bestpractical.com  Wed Jan 16 12:28:42 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 16 Jan 2002 12:28:42 -0500
Subject: [rt-users] make install problems (insertdata)
In-Reply-To: <OFD0B82F1C.239B2C4F-ON85256B43.005F2563@ha.uk.sbphrd.com>; from Jedrzej.M.Gajewski@gsk.com on Wed, Jan 16, 2002 at 12:23:42PM -0500
References: <OFD0B82F1C.239B2C4F-ON85256B43.005F2563@ha.uk.sbphrd.com>
Message-ID: <20020116122842.E3768@fsck.com>

The last time I tried, it actually _did_ install fine on my oracle
configuration with a local database. The big thing you currently lose 
on is full-text searching of blobs.  Others have it working. 
For 2.0.12, I'll update the readme to make the fact that 
oracle support is not for average users more obvious. Sorry for your trouble.


-j


On Wed, Jan 16, 2002 at 12:23:42PM -0500, Jedrzej.M.Gajewski at gsk.com wrote:
> That is news for me. I read the documentation before proceeding, and it
> stated that there are known issues with Oracle. It did not say it is
> unusable and more specifically, uninstallable. Maybe the README
> documentation should be upgraded to reflect that more clearly before people
> spend time to get it working.
> 
> Thanks for the clarification though....
> 
> Jedrzej G.
> 
> 
> 
>                                                                                                                
>                     "Jesse Vincent"                                                                            
>                     <jesse at bestprac                                                                            
>                     tical.com>                                                                                 
>                                           To:     Jedrzej.M.Gajewski                                           
>                                                                                                                
>                     16-Jan-2002           cc:     rt-users                                                     
>                     12:15                 Subject:     Re: [rt-users] make install problems (insertdata)       
>                                                                                                                
>                                                                                                                
> 
> 
> 
> 
> You really, really don't want to be running RT on oracle in production.
> You probably don't even want to be running it for the hell of it, unless
> you intend to be doing development on the oracle port.  The oracle port
> is currently proof-of-concept level. Patches are gratefully appreciated.
> 
>      -j
> 
> 
> On Wed, Jan 16, 2002 at 11:54:25AM -0500, Jedrzej.M.Gajewski at gsk.com wrote:
> > Trying to install RT 2-0-11with Oracle 8i. I get an error near the end of
> > the make install. Searched the archives and did not find anything on
> this.
> > Nothing in the FAQ about it.
> >
> > cp -rp ./tools/insertdata \
> >          //bioinfo/apps/unsupported/rt2/etc
> > /bioinfo/apps/bin/perl -p -i -e "
> > s'!!RT_ETC_PATH!!'/bioinfo/apps/unsupported/rt2/etc'g;\
> >
> s'!!RT_LIB_PATH!!'/bioinfo/apps/unsupported/rt2/lib'g;"\
> >         //bioinfo/apps/unsupported/rt2/etc/insertdata
> > /bioinfo/apps/bin/perl /bioinfo/apps/unsupported/rt2/etc/insertdata
> > DBI->connect(dbname=DEV;host=131.111.77.831) failed: Can't connect using
> > this syntax without specifying a HOST and a SID at
> >
> /home/gastov/perlmod/lib/site_perl/5.005/DBIx/SearchBuilder/Handle/Oracle.pm
> 
> >
> > line 73
> > Connect Failed Can't connect using this syntax without specifying a HOST
> > and a SID
> > make: *** [insert] Error 255
> >
> > I can log into the database just fine using sqlplus, I see the tables
> that
> > were created earlier by make install...
> > All required modules are installed in my home dir account and the PATH to
> > perl lib has been updated. The make testdeps reports no errors.
> >
> > Anyone have any ideas? To me it looks like SID is never set (no Parameter
> > for it in the Makefile)  and then never passed to the Connect method...
> >
> > Here are some related code excerpts if it helps:
> >
> > from install dir: /tmp/rt/lib/RT/Handle.pm:
> > $self->SUPER::Connect(Host => $RT::DatabaseHost,
> >                          Database => $RT::DatabaseName,
> >                          User => $RT::DatabaseUser,
> >                          Password => $RT::DatabasePassword,
> >                          Port => $RT::DatabasePort,
> >                          Driver => $RT::DatabaseType,
> >                          RequireSSL => $RT::DatabaseRequireSSL,
> >                         );
> >
> > From installed perl modules:
> > .../lib/site-perl/5.005/DBIx/SearchBuilder/Handle/Oracle.pm:
> > sub Connect  {
> >   my $self = shift;
> >
> >   my %args = ( Driver => undef,
> >                Database => undef,
> >                User => undef,
> >                Password => undef,
> >            SID => undef,
> >            Host => undef,
> >                @_);
> >
> >   my $dsn = "dbi:$args{'Driver'}:dbname=$args{'Database'}";
> >   $dsn .= ";sid=$args{'SID'}" if defined $args{'SID'};
> >   $dsn .= ";host=$args{'Host'}" if defined $args{'Host'};
> >
> >   my $DBIHandle = DBI->connect($dsn, $args{'User'}, $args{'Password'}) ||
> > die "Connect Failed $DBI::errstr\n" ;
> >
> >   #Set the handle
> >   $self->dbh($DBIHandle);
> >
> >
> > Thank you in advance,
> > Jedrzej G
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> 
> --
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> 
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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



From kris at eclipseci.com  Wed Jan 16 12:39:04 2002
From: kris at eclipseci.com (Kristopher Lalletti)
Date: Wed, 16 Jan 2002 12:39:04 -0500
Subject: [rt-users] RT-2.0.10 : rt-mailgate with external data source.
Message-ID: <006801c19eb4$b10bd890$c901000a@intranet.eclipseci.com>

I'm trying to get rt-mailgate to work with an external data source
defined in my config.pm.

Here's what I have, notice that I'm using the stock configuration, and
sending email from a valid email address, and I still get the error "RT
couldn't find requestor via its external database lookup".


One question, just to make sure I have my variables right..
$params{'Name'} is the UserName right?
$params{'EmailAddress'} is the Email field.
$params{'RealName'} is the RealName field.

So, in principle, if I hardcode my %params with some static information
like.
$params{'Name'} = "kris";
$params{'EmailAddress'} = "kris\@eclipseci.com";
$params{'RealName'} = "Kristopher Lalletti";

It should recognize me as when I login into the gui with the userid kris
and my secret password... Right?


Here's a part of my config.pm:

$LookupSenderInExternalDatabase = 1;
$SenderMustExistInExternalDatabase = 1;

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); 
}




From hermann at rodeios.com  Wed Jan 16 14:38:24 2002
From: hermann at rodeios.com (Hermann Wecke)
Date: Wed, 16 Jan 2002 19:38:24 +0000 (GMT)
Subject: [rt-users] Permissions for replies and copy to requestor
Message-ID: <Pine.LNX.4.33.0201161925310.29425-100000@mail.hermann.com.br>

I'm new to RT 2.x and I'm having some problems envolving ticket
maintenance.

What I need: allow to anyone the permission to send e-mail to a ticket
already created, and this new message will be added to the ticket (the
normal behavior from 1.x).  How can I setup this "feature"? Now who is
trying to send a reply is receiving "Permission Denied - Correspondence
not recorded" bounce message.

What I need to confirm: When I'm replying from *outside* (not using RT web
interface but an e-mail client), this reply will be sent also to
requestor? Right now this reply is NOT being sent, and this is exactly the
behavior I want (replies are not sent to requestor except if I choose it
from web interface or include it with the other recipients in the e-mail).
Is this the correct feature for 2.x or my installation is having some
problems?

TIA.




From mkalastro at soe.ucsc.edu  Wed Jan 16 15:02:44 2002
From: mkalastro at soe.ucsc.edu (Matthew Kalastro)
Date: Wed, 16 Jan 2002 12:02:44 -0800
Subject: [rt-users] RT-2.0.10 : rt-mailgate with external data source.
In-Reply-To: <006801c19eb4$b10bd890$c901000a@intranet.eclipseci.com>
Message-ID: <20020116120328-r01010700-de485df4-0921-010c@128.114.55.182>

Hi Kristopher,

I found the problem wasn't with the code in config.pm (which you've got to
modify for the external lookup anyway), but with rt-mailgate.  Here's the
changed code I use in my rt-mailgate (2.0.8).

# {{{ If we require that the sender be found in an external DB and they're not
# forward this message to RTOwner
# modified by mkalastro at soe.ucsc.edu

my @ExternalUserInfo = &RT::LookupExternalUserInfo
    ( $CurrentUser -> UserObj -> EmailAddress,
     $CurrentUser -> UserObj -> RealName );
my $FoundUser = shift @ExternalUserInfo;

if ( $RT::LookupSenderInExternalDatabase &&
    $RT::SenderMustExistInExternalDatabase &!
    $FoundUser )  {

    MailError(To => $RT::OwnerEmail,
              Subject => "RT Bounce: $Subject",
              Explanation => "RT couldn't find requestor via its external datab\
ase lookup",
              MIMEObj => $entity);

}

# }}}

On 1/16/02 at 12:39pm, Kristopher Lalletti <kris at eclipseci.com> wrote:

|I'm trying to get rt-mailgate to work with an external data source
|defined in my config.pm.
|
|Here's what I have, notice that I'm using the stock configuration, and
|sending email from a valid email address, and I still get the error "RT
|couldn't find requestor via its external database lookup".

--
Matthew Kalastro
Webmaster
Baskin School of Engineering
Baskin Engineering 138
Univ. of Calif., Santa Cruz
1156 High St.
Santa Cruz, CA 95060
(831) 459-5354



From mwhite at ptgrey.com  Wed Jan 16 15:04:39 2002
From: mwhite at ptgrey.com (Mike White)
Date: Wed, 16 Jan 2002 12:04:39 -0800
Subject: [rt-users] Attachments in Correspondance?
Message-ID: <3C45DCD7.1040807@ptgrey.com>

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.

Thanks,
Mike






From kris at eclipseci.com  Wed Jan 16 15:14:59 2002
From: kris at eclipseci.com (Kristopher Lalletti)
Date: Wed, 16 Jan 2002 15:14:59 -0500
Subject: [rt-users] RT-2.0.10 : rt-mailgate with external data source.
In-Reply-To: <20020116120328-r01010700-de485df4-0921-010c@128.114.55.182>
Message-ID: <008001c19eca$78ee4c70$c901000a@intranet.eclipseci.com>

Indeed, works perfectly with stock config.

Thanks!

-----Original Message-----
From: Matthew Kalastro [mailto:mkalastro at soe.ucsc.edu] 
Sent: January 16, 2002 3:03 PM
To: Kristopher Lalletti
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] RT-2.0.10 : rt-mailgate with external data
source.

Hi Kristopher,

I found the problem wasn't with the code in config.pm (which you've got
to
modify for the external lookup anyway), but with rt-mailgate.  Here's
the
changed code I use in my rt-mailgate (2.0.8).

# {{{ If we require that the sender be found in an external DB and
they're not
# forward this message to RTOwner
# modified by mkalastro at soe.ucsc.edu

my @ExternalUserInfo = &RT::LookupExternalUserInfo
    ( $CurrentUser -> UserObj -> EmailAddress,
     $CurrentUser -> UserObj -> RealName );
my $FoundUser = shift @ExternalUserInfo;

if ( $RT::LookupSenderInExternalDatabase &&
    $RT::SenderMustExistInExternalDatabase &!
    $FoundUser )  {

    MailError(To => $RT::OwnerEmail,
              Subject => "RT Bounce: $Subject",
              Explanation => "RT couldn't find requestor via its
external datab\
ase lookup",
              MIMEObj => $entity);

}

# }}}




From cgilmore at tivoli.com  Wed Jan 16 15:41:31 2002
From: cgilmore at tivoli.com (Christian Gilmore)
Date: Wed, 16 Jan 2002 14:41:31 -0600
Subject: [rt-users] RT-2.0.10 : rt-mailgate with external data source.
In-Reply-To: <006801c19eb4$b10bd890$c901000a@intranet.eclipseci.com>
Message-ID: <000a01c19ece$2e79f280$69285492@tivoli.com>

Kris,

The routine in config.pm is just a place-holder. You need to insert code
that verifies the arguments with the external datasource. For instance, if
your data source is LDAP, you could use the contributed code located at
http://www.fsck.com/pub/rt/contrib/2.0/ called external-users.

The code supplied as of 2.0.9 at least does have a bug against it,
documented at http://fsck.com/rt2/Ticket/Display.html?id=979. If you look
at the last transaction, it contains a patch to correct the bug.

Regards,
Christian

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


> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Kristopher Lalletti
> Sent: Wednesday, January 16, 2002 11:39 AM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] RT-2.0.10 : rt-mailgate with external data source.
>
>
> I'm trying to get rt-mailgate to work with an external data source
> defined in my config.pm.
>
> Here's what I have, notice that I'm using the stock configuration, and
> sending email from a valid email address, and I still get the
> error "RT
> couldn't find requestor via its external database lookup".
>
>
> One question, just to make sure I have my variables right..
> $params{'Name'} is the UserName right?
> $params{'EmailAddress'} is the Email field.
> $params{'RealName'} is the RealName field.
>
> So, in principle, if I hardcode my %params with some static
> information
> like.
> $params{'Name'} = "kris";
> $params{'EmailAddress'} = "kris\@eclipseci.com";
> $params{'RealName'} = "Kristopher Lalletti";
>
> It should recognize me as when I login into the gui with the
> userid kris
> and my secret password... Right?
>
>
> Here's a part of my config.pm:
>
> $LookupSenderInExternalDatabase = 1;
> $SenderMustExistInExternalDatabase = 1;
>
> sub LookupExternalUserInfo {
>   my ($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);
> }
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From peter at popovich.net  Wed Jan 16 17:03:57 2002
From: peter at popovich.net (Peter E. Popovich)
Date: Wed, 16 Jan 2002 14:03:57 -0800
Subject: [rt-users] Permissions for replies and copy to requestor
References: <Pine.LNX.4.33.0201161925310.29425-100000@mail.hermann.com.br>
Message-ID: <013301c19ed9$dc81f200$3900a8c0@POPOVICH>

> What I need: allow to anyone the permission to send e-mail to a ticket
> already created, and this new message will be added to the ticket (the
> normal behavior from 1.x).  How can I setup this "feature"? Now who is
> trying to send a reply is receiving "Permission Denied - Correspondence
> not recorded" bounce message.

It sounds like you want to grant Everyone the ReplyToTicket permission.


> What I need to confirm: When I'm replying from *outside* (not using RT web
> interface but an e-mail client), this reply will be sent also to
> requestor? Right now this reply is NOT being sent, and this is exactly the
> behavior I want (replies are not sent to requestor except if I choose it
> from web interface or include it with the other recipients in the e-mail).
> Is this the correct feature for 2.x or my installation is having some
> problems?

Do you have an "OnCorrespond NotifyAllWatchers with template Correspondence"
scrip?




From peter at popovich.net  Wed Jan 16 17:06:15 2002
From: peter at popovich.net (Peter E. Popovich)
Date: Wed, 16 Jan 2002 14:06:15 -0800
Subject: [rt-users] Unprivileged user cannot see any queue when  creating ticket
References: <5.1.0.14.2.20020115160854.00ad7f40@mail.cm.utexas.edu> <5.1.0.14.2.20020115160854.00ad7f40@mail.cm.utexas.edu> <5.1.0.14.2.20020116105931.00a91bc8@mail.cm.utexas.edu>
Message-ID: <013601c19eda$04e65e70$3900a8c0@POPOVICH>

> > > effect - an unprivileged user (requestor?) just cannot see any queues
when
> > > creating a ticket.  Any clues?  Thanks in Advance.
> >
> >You want to grant "Everyone" the right to "SeeQueue".
>
> I tried that but it didn't work.

What permissions does Everyone have?




From mwatson at netspace.net.au  Wed Jan 16 17:35:08 2002
From: mwatson at netspace.net.au (Mat)
Date: Thu, 17 Jan 2002 09:35:08 +1100
Subject: [rt-users] Permissions for replies and copy to requestor
In-Reply-To: <013301c19ed9$dc81f200$3900a8c0@POPOVICH>
Message-ID: <IAECIBNIPGKFNINKNHNNCEPOCFAA.mwatson@netspace.net.au>

or a better option would be to grant "requestor" with ReplyToTicket ,
otherwise anyone could reply to that ticket.. I think.


> -----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: Thursday, 17 January 2002 9:04 AM
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Permissions for replies and copy to requestor
>
>
> > What I need: allow to anyone the permission to send e-mail to a ticket
> > already created, and this new message will be added to the ticket (the
> > normal behavior from 1.x).  How can I setup this "feature"? Now who is
> > trying to send a reply is receiving "Permission Denied - Correspondence
> > not recorded" bounce message.
>
> It sounds like you want to grant Everyone the ReplyToTicket permission.
>
>
> > What I need to confirm: When I'm replying from *outside* (not
> using RT web
> > interface but an e-mail client), this reply will be sent also to
> > requestor? Right now this reply is NOT being sent, and this is
> exactly the
> > behavior I want (replies are not sent to requestor except if I choose it
> > from web interface or include it with the other recipients in
> the e-mail).
> > Is this the correct feature for 2.x or my installation is having some
> > problems?
>
> Do you have an "OnCorrespond NotifyAllWatchers with template
> Correspondence"
> scrip?
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users




From grant at pico.apple.com  Wed Jan 16 18:03:19 2002
From: grant at pico.apple.com (Grant Miller)
Date: Wed, 16 Jan 2002 15:03:19 -0800
Subject: [rt-users] Requestor logon?
Message-ID: <20020116150318.F1286@pico.apple.com>


(running RT 2.0.11 on Solaris 2.6)


How do I configure the access to a queue to allow a Requestor to view
their ticket in that queue?  The Requestor does not have a RT account.

I have SeeQueue, CreateTicket, ShowTicket, ShowTemplate, ShowScrips 
turned on for pseudogroup Everyone in this queue.


And could someone please fill in the spots in the documentation that describes
what a Watcher, AdminCC, CC, etc are and what you would use them for?  Thanks.


-- 

-Grant Miller    grant at pico.apple.com      x42917

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




From carlos at amiga.com.pl  Wed Jan 16 18:04:10 2002
From: carlos at amiga.com.pl (Marcin Orlowski)
Date: Thu, 17 Jan 2002 00:04:10 +0100
Subject: [rt-users] Sending mails via WebRT
Message-ID: <18415993497.20020117000410@amiga.com.pl>

Hi,

I just (finally) set up latest RT2. So far it works fine, but
I got big problems using WebRT. Especially I can't force it
to send anything neither ticket reply nor comment. After "Submit"
on reply/comment form browser connects, and connects, and....
I use sendmail 8.x and aliased rt-mailgate works fine and sends
autoreplies nicely. Anyone had encounter such problem? What did
I do wrong?

Regards,
-- 
 WinError #13 Operating system overwritten. Terribly sorry.

 Marcin                          http://wfmh.org.pl/~carlos/
                                 mailto:marcin at orlowski.com




From mwatson at office.netspace.net.au  Wed Jan 16 19:42:59 2002
From: mwatson at office.netspace.net.au (Matthew Watson)
Date: Thu, 17 Jan 2002 11:42:59 +1100
Subject: [rt-users] upgrade from rt-2.0.8 -> 2.0.11 reports incorrect version?
Message-ID: <FCEEINDILJOBHBHAPOJPCEGACEAA.mwatson@office.netspace.net.au>

Heya.

 I've just upgraded my test machine to rt-2.0.11 and it is still reporting
as 2.0.8.
I've removed all my /local/ files to make sure its not grabbing it from
something in there.

Is this normal? or has my upgraded not worked??

Mat.


----------------------------------------------
Matthew Watson
Development, Netspace Online Systems
mwatson at netspace.net.au




From mwatson at office.netspace.net.au  Wed Jan 16 19:55:00 2002
From: mwatson at office.netspace.net.au (Matthew Watson)
Date: Thu, 17 Jan 2002 11:55:00 +1100
Subject: [rt-users] upgrade from rt-2.0.8 -> 2.0.11 reports incorrect version?
In-Reply-To: <FCEEINDILJOBHBHAPOJPCEGACEAA.mwatson@office.netspace.net.au>
Message-ID: <FCEEINDILJOBHBHAPOJPCEGBCEAA.mwatson@office.netspace.net.au>

ignore that, stupidity wins once again.


> -----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 11:43 AM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] upgrade from rt-2.0.8 -> 2.0.11 reports incorrect
> version?
>
>
> Heya.
>
>  I've just upgraded my test machine to rt-2.0.11 and it is still reporting
> as 2.0.8.
> I've removed all my /local/ files to make sure its not grabbing it from
> something in there.
>
> Is this normal? or has my upgraded not worked??
>
> Mat.
>
>
> ----------------------------------------------
> 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 pdh at snapgear.com  Wed Jan 16 19:54:41 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 17 Jan 2002 10:54:41 +1000
Subject: [rt-users] upgrade from rt-2.0.8 -> 2.0.11 reports incorrect version?
In-Reply-To: <FCEEINDILJOBHBHAPOJPCEGACEAA.mwatson@office.netspace.net.au>
References: <FCEEINDILJOBHBHAPOJPCEGACEAA.mwatson@office.netspace.net.au>
Message-ID: <20020117005441.GC1356@moreton.com.au>

Matthew Watson wrote:
>  I've just upgraded my test machine to rt-2.0.11 and it is still reporting
> as 2.0.8.

Did you stop and start apache?



From darrinw at nixc.net  Wed Jan 16 20:03:28 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Wed, 16 Jan 2002 20:03:28 -0500
Subject: [rt-users] upgrade from rt-2.0.8 -> 2.0.11 reports incorrect version?
In-Reply-To: <FCEEINDILJOBHBHAPOJPCEGACEAA.mwatson@office.netspace.net.au>; from mwatson@office.netspace.net.au on Thu, Jan 17, 2002 at 11:42:59AM +1100
References: <FCEEINDILJOBHBHAPOJPCEGACEAA.mwatson@office.netspace.net.au>
Message-ID: <20020116200328.G391@nixc.net>

  |+  I've just upgraded my test machine to rt-2.0.11 and it is still reporting
  |+ as 2.0.8.
  |+ I've removed all my /local/ files to make sure its not grabbing it from
  |+ something in there.

did you run the make upgrade, then stop and start apache?  (just doing
the graceful restart is not enough)

-darrin




From mwatson at office.netspace.net.au  Wed Jan 16 20:36:08 2002
From: mwatson at office.netspace.net.au (Matthew Watson)
Date: Thu, 17 Jan 2002 12:36:08 +1100
Subject: [rt-users] merge bug?
Message-ID: <FCEEINDILJOBHBHAPOJPOEGCCEAA.mwatson@office.netspace.net.au>

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




From peter at popovich.net  Wed Jan 16 20:50:06 2002
From: peter at popovich.net (Peter E. Popovich)
Date: Wed, 16 Jan 2002 17:50:06 -0800
Subject: [rt-users] Search tickets by content
References: <3C44B4B5.7419953E@samsa.com> <011401c19e21$49fc37a0$3900a8c0@POPOVICH> <3C457AAB.FDF58E1F@samsa.com>
Message-ID: <020c01c19ef9$96200250$3900a8c0@POPOVICH>

> > > Is there a capability to search for tickets by comments in the
tickets?
> >
> > I think the search field "Ticket content [matches | does not match]
> > data_field" does what you're referring to.
>
> Perhaps I'm thick, but I what we're trying to do is search for any words
that
> are in the ticket comments.  To me "match/does not match" implies an exact
> match vs. a "like" lookup.  Am I looking at this thing correctly?

"Like" almost assuredly refers to the SQL operator of the same name. If you
have a single word or a single phrase that you want to search on, it'll
almost assuredly do the right thing straight off. Try it.

The aggregator for that operator is AND, so if you're looking for tickets
that have a couple of words, but those words may not be immediately
adjacent, specify the first word, then add a second search term for the
second word.

If you have multiple words and are looking for word1 OR word2, it won't do
what you want. Dunno if there's a way to do that with the existing user
interface.




From mwatson at office.netspace.net.au  Wed Jan 16 21:03:27 2002
From: mwatson at office.netspace.net.au (Matthew Watson)
Date: Thu, 17 Jan 2002 13:03:27 +1100
Subject: [rt-users] merge bug?
In-Reply-To: <FCEEINDILJOBHBHAPOJPOEGCCEAA.mwatson@office.netspace.net.au>
Message-ID: <FCEEINDILJOBHBHAPOJPIEGDCEAA.mwatson@office.netspace.net.au>

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 alesh at sportina.si  Thu Jan 17 03:01:45 2002
From: alesh at sportina.si (Alesh Mustar)
Date: Thu, 17 Jan 2002 09:01:45 +0100 (CET)
Subject: [rt-users] Sending mails via WebRT
In-Reply-To: <18415993497.20020117000410@amiga.com.pl>
Message-ID: <Pine.LNX.4.44.0201170901370.10075-100000@lbox.sportina.si>

What browser are you using?

A.

On Thu, 17 Jan 2002, Marcin Orlowski wrote:

>
> Hi,
>
> I just (finally) set up latest RT2. So far it works fine, but
> I got big problems using WebRT. Especially I can't force it
> to send anything neither ticket reply nor comment. After "Submit"
> on reply/comment form browser connects, and connects, and....
> I use sendmail 8.x and aliased rt-mailgate works fine and sends
> autoreplies nicely. Anyone had encounter such problem? What did
> I do wrong?
>
> Regards,
> --
>  WinError #13 Operating system overwritten. Terribly sorry.
>
>  Marcin                          http://wfmh.org.pl/~carlos/
>                                  mailto:marcin at orlowski.com
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From sw-lists at onyx.net  Thu Jan 17 03:38:52 2002
From: sw-lists at onyx.net (Simon Woodward)
Date: 17 Jan 2002 08:38:52 +0000
Subject: [rt-users] Wierdness
In-Reply-To: <20020116120657.A3768@fsck.com>
References: <1011195887.29427.31.camel@brockrigg.onyx.net> 
	<20020116120657.A3768@fsck.com>
Message-ID: <1011256732.30272.4.camel@brockrigg.onyx.net>

On Wed, 2002-01-16 at 17:06, Jesse Vincent wrote:
> Try sendmailpipe, rather than sendmail. it's closer to the bare metal and
> often more reliable.
> 
> 	-j

Exactly the same thing happens with sendmailpipe ... I have only
recently switched to sendmail and all was well until the same thing
started happening :-(




From Michael.Thompson at s3group.com  Thu Jan 17 04:52:30 2002
From: Michael.Thompson at s3group.com (Michael Thompson)
Date: Thu, 17 Jan 2002 09:52:30 +0000
Subject: [rt-users] /tmp/mysql.sock has been deleted
In-Reply-To: <1011009591.4108.27.camel@fabiitti>
References: <5.1.0.14.0.20080114082318.00a03a70@mail.thecia.ie>
 <1011009591.4108.27.camel@fabiitti>
Message-ID: <20020117095230.3e708221.Michael.Thompson@s3group.com>

Hi,
	/tmp/mysql.sock has been deleted so RT can no longer connect to the mysl server. The simplest solution seems to be to specify the hostname of the mysql server rather than using localhost. I have edited etc/config.pm but RT hasn't seen the change.

Do I need to restart the server or do I need to reinstall RT?



From darrinw at nixc.net  Thu Jan 17 08:13:54 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Thu, 17 Jan 2002 08:13:54 -0500
Subject: [rt-users] /tmp/mysql.sock has been deleted
In-Reply-To: <20020117095230.3e708221.Michael.Thompson@s3group.com>; from Michael.Thompson@s3group.com on Thu, Jan 17, 2002 at 09:52:30AM +0000
References: <5.1.0.14.0.20080114082318.00a03a70@mail.thecia.ie> <1011009591.4108.27.camel@fabiitti> <20020117095230.3e708221.Michael.Thompson@s3group.com>
Message-ID: <20020117081353.H391@nixc.net>

  |+ Do I need to restart the server or do I need to reinstall RT?

Whenever you make changes to RT's config file, or upgrade RT, you _MUST_
stop and then start apache again.  Just doing a simple 'apachectl
restart' does not do it.





From mstackhouse at samsa.com  Thu Jan 17 08:29:02 2002
From: mstackhouse at samsa.com (Michael D. Stackhouse)
Date: Thu, 17 Jan 2002 08:29:02 -0500
Subject: [rt-users] Search tickets by content
References: <3C44B4B5.7419953E@samsa.com> <011401c19e21$49fc37a0$3900a8c0@POPOVICH> <3C457AAB.FDF58E1F@samsa.com> <020c01c19ef9$96200250$3900a8c0@POPOVICH>
Message-ID: <3C46D19D.FA88115A@samsa.com>

Peter,

Thanks - works just like you said.

Mike

"Peter E. Popovich" wrote:

> > > > Is there a capability to search for tickets by comments in the
> tickets?
> > >
> > > I think the search field "Ticket content [matches | does not match]
> > > data_field" does what you're referring to.
> >
> > Perhaps I'm thick, but I what we're trying to do is search for any words
> that
> > are in the ticket comments.  To me "match/does not match" implies an exact
> > match vs. a "like" lookup.  Am I looking at this thing correctly?
>
> "Like" almost assuredly refers to the SQL operator of the same name. If you
> have a single word or a single phrase that you want to search on, it'll
> almost assuredly do the right thing straight off. Try it.
>
> The aggregator for that operator is AND, so if you're looking for tickets
> that have a couple of words, but those words may not be immediately
> adjacent, specify the first word, then add a second search term for the
> second word.
>
> If you have multiple words and are looking for word1 OR word2, it won't do
> what you want. Dunno if there's a way to do that with the existing user
> interface.
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users




From hsinclai at speakeasy.net  Thu Jan 17 08:27:07 2002
From: hsinclai at speakeasy.net (Harold Sinclair)
Date: Thu, 17 Jan 2002 05:27:07 -0800
Subject: [rt-users] /tmp/mysql.sock has been deleted
Message-ID: <200201171327.g0HDR7O21560@spidey.speakeasy.net>

An embedded and charset-unspecified text was scrubbed...
Name: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020117/eca00628/attachment.ksh>

From jim at contactbda.com  Thu Jan 17 09:25:59 2002
From: jim at contactbda.com (Jim Buttafuoco)
Date: Thu, 17 Jan 2002 09:25:59 -0500
Subject: [rt-users] Problems with sendmail
Message-ID: <200201171425.g0HEPxV20073@server3.spectrumtelecorp.com>

Hi,

Just installed RT on my RedHat Linux 7.1 system with Postgres as my DB.  I am
having problems with the sendmail setup.  I just can't get RT to do any email
notifications.  Can anyone shed some light on how to debug this.  

Thanks
Jim





From darrinw at nixc.net  Thu Jan 17 09:49:48 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Thu, 17 Jan 2002 09:49:48 -0500
Subject: [rt-users] Problems with sendmail
In-Reply-To: <200201171425.g0HEPxV20073@server3.spectrumtelecorp.com>; from jim@contactbda.com on Thu, Jan 17, 2002 at 09:25:59AM -0500
References: <200201171425.g0HEPxV20073@server3.spectrumtelecorp.com>
Message-ID: <20020117094948.L391@nixc.net>

  |+ Just installed RT on my RedHat Linux 7.1 system with Postgres as my DB.  I am
  |+ having problems with the sendmail setup.  I just can't get RT to do any email
  |+ notifications.  Can anyone shed some light on how to debug this.  

Without more information, have you setup your Scrips to send mail?

from the README:

9   Configure RT per the instructions at http://www.helgrim.com/rtdocs.
    Until you do this, RT will not be able to send or recieve email,
    nor will it be more than marginally functional.  This is not an
    optional step.

If so; are you using 'sendmail' or 'sendmailpipe'.





From jim at contactbda.com  Thu Jan 17 10:39:02 2002
From: jim at contactbda.com (Jim Buttafuoco)
Date: Thu, 17 Jan 2002 10:39:02 -0500
Subject: [rt-users] Problems with sendmail
In-Reply-To: <20020117094948.L391@nixc.net>
References: <200201171425.g0HEPxV20073@server3.spectrumtelecorp.com> 
Message-ID: <200201171539.g0HFd2g23365@server3.spectrumtelecorp.com>

Darrin,

Thanks for the reply.  Yes, I believe the followed the step from the URL
below.  I have tried both sendmail and sendmailpipe.  No mail, no log entry no
error message.  I have set the log level to debug and stopped/started the
Apache server.

I have looked at SendEmail.pm to see if I could find a problem.  I tried to
put some debug code OPEN(JB,">>/var/tmp/jb.log") print JB "here"; close(JB);
at the top of Commit to see if it is getting called.  It is not.  I believe I
have the Scrips setup correctly


From darrinw at nixc.net  Thu Jan 17 10:52:01 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Thu, 17 Jan 2002 10:52:01 -0500
Subject: [rt-users] Problems with sendmail
In-Reply-To: <200201171539.g0HFd2g23365@server3.spectrumtelecorp.com>; from jim@contactbda.com on Thu, Jan 17, 2002 at 10:39:02AM -0500
References: <200201171425.g0HEPxV20073@server3.spectrumtelecorp.com> <20020117094948.L391@nixc.net> <200201171539.g0HFd2g23365@server3.spectrumtelecorp.com>
Message-ID: <20020117105201.N391@nixc.net>

  |+ Thanks for the reply.  Yes, I believe the followed the step from the URL
  |+ below.  I have tried both sendmail and sendmailpipe.  No mail, no log entry no
  |+ error message.  I have set the log level to debug and stopped/started the
  |+ Apache server.

It may help if you include the sendmail portions of your config.pm so we
can take a look at them.

Including the sendmailflags portion.





From matthew.zeier at thirdcoast.net  Thu Jan 17 11:04:51 2002
From: matthew.zeier at thirdcoast.net (matthew zeier)
Date: Thu, 17 Jan 2002 08:04:51 -0800
Subject: [rt-users] /tmp/mysql.sock has been deleted
References: <200201171327.g0HDR7O21560@spidey.speakeasy.net>
Message-ID: <012e01c19f70$b2344c90$0b16160a@Desktop>


> If your operating system periodically cleans out /tmp this could be the
cause (I gather you didn't delete the socket yourself)... if this is the
case you can locate the problem and alter your scripts to work around it...
>

It's less complicated than that - restart mysqld and it'll recreate the
socket.

- mz




From jim at contactbda.com  Thu Jan 17 11:24:43 2002
From: jim at contactbda.com (Jim Buttafuoco)
Date: Thu, 17 Jan 2002 11:24:43 -0500
Subject: [rt-users] Problems with sendmail
In-Reply-To: <20020117105201.N391@nixc.net>
References: <200201171425.g0HEPxV20073@server3.spectrumtelecorp.com> <20020117094948.L391@nixc.net> <200201171539.g0HFd2g23365@server3.spectrumtelecorp.com> 
Message-ID: <200201171624.g0HGOhw25655@server3.spectrumtelecorp.com>


From darrinw at nixc.net  Thu Jan 17 11:30:55 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Thu, 17 Jan 2002 11:30:55 -0500
Subject: [rt-users] Problems with sendmail
In-Reply-To: <200201171624.g0HGOhw25655@server3.spectrumtelecorp.com>; from jim@contactbda.com on Thu, Jan 17, 2002 at 11:24:43AM -0500
References: <200201171425.g0HEPxV20073@server3.spectrumtelecorp.com> <20020117094948.L391@nixc.net> <200201171539.g0HFd2g23365@server3.spectrumtelecorp.com> <20020117105201.N391@nixc.net> <200201171624.g0HGOhw25655@server3.spectrumtelecorp.com>
Message-ID: <20020117113055.O391@nixc.net>

  |+ $MailCommand = 'sendmail';
  |+ $SendmailArguments="-oi";
  |+ $SendmailPath = "/usr/sbin/sendmail";
  |+ $UseFriendlyToLine = 0;

If you are running sendmail 8+, you may want to consider this:

$MailCommand = 'sendmailpipe';
$SendmailArguments="-oi -ODeliveryMode=b -OErrorMode=m -t";
$UseFriendlyToLine = undef;





From ross.williamson at quios.net  Thu Jan 17 11:46:46 2002
From: ross.williamson at quios.net (Ross Williamson)
Date: 17 Jan 2002 16:46:46 +0000
Subject: [rt-users] Attachments in Correspondance?
In-Reply-To: <3C45DCD7.1040807@ptgrey.com>
References: <3C45DCD7.1040807@ptgrey.com>
Message-ID: <1011286007.28357.13.camel@helix.ewingz.co.uk>

Hi all,

We have implemented this locally and it works really well.  The only
thing to do is make sure that you modify the installer to insert the
correct entries for RequestorsCC and for AdminCcs.  See the example
below...


my @ScripActions = (
		       {
		     Name => 'Notify-COMMENT/ATTACH-AdminCcs',
		     Description => 'Send email ATTACH/COMMENT to AdminCCs',
		     ExecModule => 'NotifyAsCommentWithAttachment',
		     Argument => 'AdminCc'
		       },
		       
		       {
		     Name => 'Notify-CORRESP/ATTACH-Requestor,Cc',
		     Description => 'Send email ATTACH/CORRESSPOND to Requestor,Cc',
		     ExecModule => 'NotifyWithAttachment',
		     Argument => 'Requestor,Cc'
		       },
		       
		      );

Don't make the mistake we made doing a NotifyAllWatchers on it can get
really messy for replies :)

Have fun

Ross


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.
> 
> Thanks,
> Mike
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
-- 
Ross Williamson
Director Operations and Customer Support
Quios (eWingz Systems, Inc)

Mobile : +44 7876 308 566
Phone  : +44 207 170 4014
Office : +44 207 170 4017
Web    : www.ewingz.com




From sean at thirteen.net  Thu Jan 17 12:27:24 2002
From: sean at thirteen.net (Sean Hussey)
Date: Thu, 17 Jan 2002 12:27:24 -0500
Subject: [rt-users] Upcoming upgrades
Message-ID: <5.1.0.14.0.20020117122602.02a9c600@thirteen.net>

Hi everyone,

I see that rt 2.0.12 is in development.  Is it on the near horizon?  I've 
got a window to upgrade from 2.0.9 and I wouldn't mind waiting if the 
release is planned for the near-term.  Any insight on bug fixes and 
features, or should I just go with 2.0.11?

Thanks,

Sean




From jesse at bestpractical.com  Thu Jan 17 12:48:21 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 17 Jan 2002 12:48:21 -0500
Subject: [rt-users] Upcoming upgrades
In-Reply-To: <5.1.0.14.0.20020117122602.02a9c600@thirteen.net>; from sean@thirteen.net on Thu, Jan 17, 2002 at 12:27:24PM -0500
References: <5.1.0.14.0.20020117122602.02a9c600@thirteen.net>
Message-ID: <20020117124821.L3768@fsck.com>

I can't promise a date on 2.0.12. 
I don't expect it within the next three weeks.  For now, I'd recommend
going to 2.0.11
	-j


On Thu, Jan 17, 2002 at 12:27:24PM -0500, Sean Hussey wrote:
> Hi everyone,
> 
> I see that rt 2.0.12 is in development.  Is it on the near horizon?  I've 
> got a window to upgrade from 2.0.9 and I wouldn't mind waiting if the 
> release is planned for the near-term.  Any insight on bug fixes and 
> features, or should I just go with 2.0.11?
> 
> Thanks,
> 
> Sean
> 
> 
> _______________________________________________
> 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 admccray at thespring.org  Thu Jan 17 12:57:09 2002
From: admccray at thespring.org (Adrian McCray)
Date: Thu, 17 Jan 2002 12:57:09 -0500
Subject: [rt-users] Preferred Distribution
Message-ID: <3C46CA4B.3791.653E8A7@localhost>

In your experiences, is there a distribution that is better for 
installing Request Tracker (in terms of not missing a lot of 
modules).  I am doing another installation of Request Tracker 
(2.0.10) and an have a time with all of the Perl modules passing 
testdeps.  It always seems to be with the Apache::Session, 
DBD::mysql, and this time with the Log::Dispatch.

I am currently using RH 7.1 Professional with a full install, but 
would consider replacing it with another distribution if it is better 
supported.

Adrian McCray
LAN Manager



From khera at kcilink.com  Thu Jan 17 13:26:14 2002
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 17 Jan 2002 13:26:14 -0500
Subject: [rt-users] /tmp/mysql.sock has been deleted
In-Reply-To: <20020117095230.3e708221.Michael.Thompson@s3group.com>
References: <5.1.0.14.0.20080114082318.00a03a70@mail.thecia.ie>
	<1011009591.4108.27.camel@fabiitti>
	<20020117095230.3e708221.Michael.Thompson@s3group.com>
Message-ID: <15431.5958.434508.604139@onceler.kciLink.com>

>>>>> "MT" == Michael Thompson <Michael.Thompson at s3group.com> writes:

MT> 	/tmp/mysql.sock has been deleted so RT can no longer connect
MT> 	to the mysl server. The simplest solution seems to be to

Remove your cleanup script that cleans out your /tmp/ directory, or
move the socket when compiling mysql.  A good place is /var/run, IMHO.

MT> Do I need to restart the server or do I need to reinstall RT?

you need to stop and start the server; not restart it.



From jim at contactbda.com  Thu Jan 17 13:54:57 2002
From: jim at contactbda.com (Jim Buttafuoco)
Date: Thu, 17 Jan 2002 13:54:57 -0500
Subject: [rt-users] Problems with sendmail
In-Reply-To: <20020117113055.O391@nixc.net>
References: <200201171425.g0HEPxV20073@server3.spectrumtelecorp.com> <20020117094948.L391@nixc.net> <200201171539.g0HFd2g23365@server3.spectrumtelecorp.com> <20020117105201.N391@nixc.net> <200201171624.g0HGOhw25655@server3.spectrumtelecorp.com> 
Message-ID: <200201171854.g0HIsvs32350@server3.spectrumtelecorp.com>

This fixed my problems on sending mail.  Now I will try to receive mail into
RT.

Thanks for your help
Jim



> |+ $MailCommand = 'sendmail';
>   |+ $SendmailArguments="-oi";
>   |+ $SendmailPath = "/usr/sbin/sendmail";
>   |+ $UseFriendlyToLine = 0;
> 
> If you are running sendmail 8+, you may want to consider this:
> 
> $MailCommand = 'sendmailpipe';
> $SendmailArguments="-oi -ODeliveryMode=b -OErrorMode=m -t";
> $UseFriendlyToLine = undef;







From nicolas.pettiaux at openbe.org  Thu Jan 17 17:27:48 2002
From: nicolas.pettiaux at openbe.org (Nicolas Pettiaux)
Date: Thu, 17 Jan 2002 23:27:48 +0100
Subject: [rt-users] Internationalisation of rt
Message-ID: <E16RL0f-0003rc-00@bigglesworth.mail.be.easynet.net>

Alexandre has just let me know about RT, that seems really a good product. I 
am working in a French speaking environnment and I have not seem any point in 
the documentatio that I read about the internationalisation of RT, or at 
least the fact that it is available with a French interface.

Does that exists ? If yes, where can I find more info ? If no, is it 
difficult to translate the interface and what need to be done ?

Best regards,

Nicolas
-- 
Nicolas Pettiaux
Avenue du P?rou 29
B-1000 Brussels



From carlos at amiga.com.pl  Thu Jan 17 17:45:36 2002
From: carlos at amiga.com.pl (Marcin Orlowski)
Date: Thu, 17 Jan 2002 23:45:36 +0100
Subject: [rt-users] Sending mails via WebRT
Message-ID: <14518488535.20020117234536@amiga.com.pl>

Thursday, January 17, 2002, 9:01:45 AM, Alesh Mustar wrote:

AM> What browser are you using?

Good point. And that was the problem. I used Mozilla 0.9.7
(official build) daily, and I recently found out 3 FORMs
that it can't handle correctly. Fortunately, today's nightly
build seems to be fixed and it works now. MSIE worked fine
before.

Thanks.

>> Hi,
>>
>> I just (finally) set up latest RT2. So far it works fine, but
>> I got big problems using WebRT. Especially I can't force it
>> to send anything neither ticket reply nor comment. After "Submit"
>> on reply/comment form browser connects, and connects, and....
>> I use sendmail 8.x and aliased rt-mailgate works fine and sends
>> autoreplies nicely. Anyone had encounter such problem? What did
>> I do wrong?



-- 
 Daddy, what "Fromatting drive C:" means?

 Marcin                          http://wfmh.org.pl/~carlos/
                                 mailto:marcin at orlowski.com




From mstackhouse at samsa.com  Thu Jan 17 17:54:08 2002
From: mstackhouse at samsa.com (Michael D. Stackhouse)
Date: Thu, 17 Jan 2002 17:54:08 -0500
Subject: [rt-users] Additional fields in tickets table
Message-ID: <3C47560F.7CBF817F@samsa.com>

We hope to use RT to assist in support of our software development
clients - both for development and for support ticket items.

There are a few fields that we would like to have on the ticket table.
Is there some kind of capability in RT that would allow us to have
additional fields?  If not, is there a way we can customize the table
without loosing our capability to continue receiving upgrades to RT?

Thanks!






From smrogers at socrates.Berkeley.EDU  Thu Jan 17 17:52:29 2002
From: smrogers at socrates.Berkeley.EDU (Sherry M. Rogers)
Date: Thu, 17 Jan 2002 14:52:29 -0800 (PST)
Subject: [rt-users] Difference Between CC: and AdminCC:
Message-ID: <Pine.GSO.4.40.0201171446210.25494-100000@socrates.Berkeley.EDU>

How/why do people decide whether a Watcher should CC'd or AdminCC'd?

I'm just setting RT up, but so far I can't see any functional difference
between these two catagories - what am I missing?

Also, what is a "Transaction" vs. "Correspondence"?

I've looked through what I could find of documentation, but couldn't find
answers to how these terms are used.

Thanks is advance, Sherry

-------------------------------------------------------------------------
Sherry M. Rogers                 University of California, Berkeley
System & Network Security        phone (510)642-7157
-------------------------------------------------------------------------




From carlos at amiga.com.pl  Thu Jan 17 17:55:58 2002
From: carlos at amiga.com.pl (Marcin Orlowski)
Date: Thu, 17 Jan 2002 23:55:58 +0100
Subject: [rt-users] EmailAddress: Illegal value for EmailAddress
Message-ID: <2619110359.20020117235558@amiga.com.pl>

Hi,

I got this error whenever I try to put my personal
email address carlos at amiga.com.pl (which seems to
be valid) in user's email field. Solution?

-- 
 Have you crashed your Windows today?

 Marcin                          http://wfmh.org.pl/~carlos/
                                 mailto:marcin at orlowski.com




From darrinw at nixc.net  Thu Jan 17 18:08:26 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Thu, 17 Jan 2002 18:08:26 -0500
Subject: [rt-users] Difference Between CC: and AdminCC:
In-Reply-To: <Pine.GSO.4.40.0201171446210.25494-100000@socrates.Berkeley.EDU>; from smrogers@socrates.Berkeley.EDU on Thu, Jan 17, 2002 at 02:52:29PM -0800
References: <Pine.GSO.4.40.0201171446210.25494-100000@socrates.Berkeley.EDU>
Message-ID: <20020117180826.S391@nixc.net>

  |+ How/why do people decide whether a Watcher should CC'd or AdminCC'd?

We typically set 'AdminCC' to our management staff, and have different
scrips setup for them, and 'Watcher' as the general staff.

  |+ I'm just setting RT up, but so far I can't see any functional difference
  |+ between these two catagories - what am I missing?
  |+ 
  |+ Also, what is a "Transaction" vs. "Correspondence"?

Transaction is basically what it says.  When something happens, changes,
or is altered in the ticket, a transaction is logged, and if you have the
scrip OnTransaction, it sends the mail to match that condition.

Consider this.  If a ticket is changed from 'New' to 'Open'.  That is a
transaction.  If the ticket is closed, thats another transaction.  If a
comment is left in the ticket, theres another transaction, etc.

Correspondence is when you correspond with the person(s) opening the
ticket, etc.



From mstackhouse at samsa.com  Thu Jan 17 18:32:18 2002
From: mstackhouse at samsa.com (Michael D. Stackhouse)
Date: Thu, 17 Jan 2002 18:32:18 -0500
Subject: [rt-users] Additional fields in tickets table
References: <007e01c19fad$5a45ffa0$950200c0@monty.nothingreal.com>
Message-ID: <3C475F02.321DFF1F@samsa.com>

Thanks - we have been able to set up some keywords that would apply.

We would like to create some of our own reports based on these keywords.  I notice in the
database that the keywords for a given ticket are stored in the KeywordSelects table.  What
is the relationship of the tickets and keywordselects table, so we could perform join
queries for reporting purposes?

Thanks again!


Matt Plec wrote:

> > There are a few fields that we would like to have on the ticket table.
> > Is there some kind of capability in RT that would allow us to have
> > additional fields?  If not, is there a way we can customize the table
>
> If selections (multiple or single items for the field) are sufficient, you can add these
> via keywords, which are documented near the end of the installation instructions
> (http://www.helgrim.com/rtdocs/installation.html).




From carlos at amiga.com.pl  Thu Jan 17 18:31:58 2002
From: carlos at amiga.com.pl (Marcin Orlowski)
Date: Fri, 18 Jan 2002 00:31:58 +0100
Subject: [rt-users] Transaction template bug?
Message-ID: <13721270815.20020118003158@amiga.com.pl>

Hi,

Seems there's a bug(?), as default transaction template
generates

     Subject: HASH(0x8bcb4d8)

instead of ticket subject (which is present).

-- 
 I've never forget my first Windows installation...
 but I'm still trying to...

 Marcin                          http://wfmh.org.pl/~carlos/
                                 mailto:marcin at orlowski.com




From carlos at amiga.com.pl  Thu Jan 17 19:05:16 2002
From: carlos at amiga.com.pl (Marcin Orlowski)
Date: Fri, 18 Jan 2002 01:05:16 +0100
Subject: [rt-users] Requestors' RT account
Message-ID: <823268668.20020118010516@amiga.com.pl>

Hi,

How shall I set RT up to disable automatic user account
on submission? I don't want to allow them to neither
access tickets via WWW nor to access RT in any other
way than mail.

-- 
 I've never forget my first Windows installation...
 but I'm still trying to...

 Marcin                          http://wfmh.org.pl/~carlos/
                                 mailto:marcin at orlowski.com




From gregs at Intellstat.com  Thu Jan 17 19:14:42 2002
From: gregs at Intellstat.com (Greg Smythe)
Date: Thu, 17 Jan 2002 16:14:42 -0800
Subject: [rt-users] Requestors' RT account
Message-ID: <41257DB9CD3CD311BE92006008A52B2554FB78@mail.intellstat.com>

Block port 80 on your firewall for your RT machine's IP address?




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




-----Original Message-----
From: Marcin Orlowski [mailto:carlos at amiga.com.pl] 
Sent: Thursday, January 17, 2002 4:05 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Requestors' RT account



Hi,

How shall I set RT up to disable automatic user account
on submission? I don't want to allow them to neither
access tickets via WWW nor to access RT in any other
way than mail.

-- 
 I've never forget my first Windows installation...
 but I'm still trying to...

 Marcin                          http://wfmh.org.pl/~carlos/
                                 mailto:marcin at orlowski.com


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



From carlos at amiga.com.pl  Thu Jan 17 19:15:37 2002
From: carlos at amiga.com.pl (Marcin Orlowski)
Date: Fri, 18 Jan 2002 01:15:37 +0100
Subject: [rt-users] Requestors' RT account
Message-ID: <7123889611.20020118011537@amiga.com.pl>

Friday, January 18, 2002, 1:14:42 AM, Greg Smythe wrote:

GS> Block port 80 on your firewall for your RT machine's IP address?

I was talking about RT user accounts, nor web server access
in common. The latter I can reach in many ways, that's not
the problem, but I don't want dozens of 'users' in my RT
database, because I don't need them.

GS> How shall I set RT up to disable automatic user account
GS> on submission? I don't want to allow them to neither
GS> access tickets via WWW nor to access RT in any other
GS> way than mail.




-- 
 WinError #05 Multitasking attempted. System confused.

 Marcin                          http://wfmh.org.pl/~carlos/
                                 mailto:marcin at orlowski.com




From peter at popovich.net  Thu Jan 17 19:22:05 2002
From: peter at popovich.net (Peter E. Popovich)
Date: Thu, 17 Jan 2002 16:22:05 -0800
Subject: [rt-users] Difference Between CC: and AdminCC:
References: <Pine.GSO.4.40.0201171446210.25494-100000@socrates.Berkeley.EDU> <20020117180826.S391@nixc.net>
Message-ID: <010201c19fb6$2859e9d0$3900a8c0@POPOVICH>

>> How/why do people decide whether a Watcher should CC'd or AdminCC'd?
> 
> We typically set 'AdminCC' to our management staff, and have different
> scrips setup for them, and 'Watcher' as the general staff.

Perhaps more to the point, if you have these scrips turned on:
"OnComment NotifyAdminCcsAsComment with template AdminComment"
"OnCreate NotifyAdminCcs with template Transaction"
then AdminCCs would get the relevant mail whereas CCs wouldn't.




From darrinw at nixc.net  Thu Jan 17 19:24:36 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Thu, 17 Jan 2002 19:24:36 -0500
Subject: [rt-users] Requestors' RT account
In-Reply-To: <7123889611.20020118011537@amiga.com.pl>; from carlos@amiga.com.pl on Fri, Jan 18, 2002 at 01:15:37AM +0100
References: <7123889611.20020118011537@amiga.com.pl>
Message-ID: <20020117192436.D391@nixc.net>

  |+ I was talking about RT user accounts, nor web server access
  |+ in common. The latter I can reach in many ways, that's not
  |+ the problem, but I don't want dozens of 'users' in my RT
  |+ database, because I don't need them.

What you have to remember is; RT does _NOT_ send the user their password
when it creates an entry in the database for them.  So unless you go and
set a password for them, and inform them of it, they can not login.

-darrin




From pburkett at callatg.com  Thu Jan 17 19:28:20 2002
From: pburkett at callatg.com (Paul Burkett)
Date: Thu, 17 Jan 2002 16:28:20 -0800
Subject: [rt-users] Adding custom html entries
Message-ID: <20020117162820.3a8dd7a7.pburkett@callatg.com>

I can't really explain this, but I'll try to do the best I can do...

I have this webpage (you can view it here http://www.callatg.com/~pburkett/atg/config_request.html)

What I need to do is make a template like that, so when a user fills in a new trouble ticket, it will resemble this. I tried checking out the RT documentation but somehow it wont all load on my browsers (Konqueror and Opera.) Any help would be appreciated thanks.

-- 
Paul Burkett
ATG Intern
707.636.2254



From rt2trouble at morben.ca  Thu Jan 17 20:00:27 2002
From: rt2trouble at morben.ca (RT2 Trouibles)
Date: Thu, 17 Jan 2002 17:00:27 -0800
Subject: [rt-users] Newbie in trouble
Message-ID: <200201180100.g0I10e109231@buffy.pacificcoast.net>

Hi there!

I was using RT1 to track tickets at my last organization, it worked great and I suggested it to be the tracking software for the organization I now work for. Due to my love for the product, I have been tasked with installing RT2 on a RedHat Linux 7.2 server.

The server is dedicated to RT2 and consists of, P2-400 with 196 MB RAM, IDE HD, and nothing special. 
I installed RH72 as 'server' with no extras on the box to get a good clean slate to work from. 
Then I followed the RT2 install instructions and every time I hit problems.
I am MSP NT certified which means I know where the start menu is and I can tie my shoes without assistance.
That is about as far as my education goes however and I may not have the background knowledge to install RT2.
I've tried the install about 6 times now, using Rt-2-0-9 -> Rt-2-0-11, each time I have to mess with the dependencies, 'DBIx::SearchBuilder 0.48' being the worst of the bunch.
Last time I tried 2-0-11, I grabbed the DBI Serch Builder using CVS, but I always end up at the same problem after much work:
/usr/local/apache/bin/apachectl start
Syntax error on line 285 of /usr/local/apache/conf/httpd.conf:
Can't locate Apache/DBI.pm in @INC (@INC contains: /usr/lib/perl5/5.6.0/i386-linux /usr/lib/perl5/5.6.0 /usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl . /usr/local/apache/ /usr/local/apache/lib/perl) at (eval 3) line 3.

When I search for DBI.pm here's my results:
find / -name DBI.pm
/usr/lib/perl5/site_perl/5.6.0/i386-linux/Bundle/DBI.pm
/usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm
/usr/lib/perl5/site_perl/5.6.0/Apache/Session/Store/DBI.pm

So, since I'm a newbie to Linux I tried the 'duuh' method of repairing the error:
cp /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm /usr/lib/perl5/site_perl/5.6.0/Apache

Now Apache loads but attempting to access web pages gives this 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 426.

So now I'm left to believe that I either need to install RT1 first and upgrade that, or I need to give in to the peer pressure and install a more simple ticketing package.

PS: You guys are doing great work! The search functions of RT2 are really what makes this so tempting. I cannot sell anyone here on RT1 because they can't understand the filter method for searching! Please help me get RT2. :)

Thanks!



From carlos at amiga.com.pl  Thu Jan 17 20:14:03 2002
From: carlos at amiga.com.pl (Marcin Orlowski)
Date: Fri, 18 Jan 2002 02:14:03 +0100
Subject: [rt-users] ddd 1
Message-ID: <1127395612.20020118021403@amiga.com.pl>

Hi,



-- 
 You mean you have Windows and still have available memory?!

 Marcin                          http://wfmh.org.pl/~carlos/
                                 mailto:marcin at orlowski.com




From kris at eclipseci.com  Thu Jan 17 20:18:00 2002
From: kris at eclipseci.com (Kristopher Lalletti)
Date: Thu, 17 Jan 2002 20:18:00 -0500
Subject: [rt-users] Newbie in trouble
In-Reply-To: <200201180100.g0I10e109231@buffy.pacificcoast.net>
Message-ID: <000701c19fbd$f8b34ca0$c800000a@kris>

Run this:
# perl -MCPAN -eshell

> install Apache::DBI


That's all, you're missing the Apache::DBI package.

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of RT2 Trouibles
Sent: January 17, 2002 8:00 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Newbie in trouble

Hi there!

I was using RT1 to track tickets at my last organization, it worked
great and I suggested it to be the tracking software for the
organization I now work for. Due to my love for the product, I have been
tasked with installing RT2 on a RedHat Linux 7.2 server.

The server is dedicated to RT2 and consists of, P2-400 with 196 MB RAM,
IDE HD, and nothing special. 
I installed RH72 as 'server' with no extras on the box to get a good
clean slate to work from. 
Then I followed the RT2 install instructions and every time I hit
problems.
I am MSP NT certified which means I know where the start menu is and I
can tie my shoes without assistance.
That is about as far as my education goes however and I may not have the
background knowledge to install RT2.
I've tried the install about 6 times now, using Rt-2-0-9 -> Rt-2-0-11,
each time I have to mess with the dependencies, 'DBIx::SearchBuilder
0.48' being the worst of the bunch.
Last time I tried 2-0-11, I grabbed the DBI Serch Builder using CVS, but
I always end up at the same problem after much work:
/usr/local/apache/bin/apachectl start
Syntax error on line 285 of /usr/local/apache/conf/httpd.conf:
Can't locate Apache/DBI.pm in @INC (@INC contains:
/usr/lib/perl5/5.6.0/i386-linux /usr/lib/perl5/5.6.0
/usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0
/usr/lib/perl5/site_perl . /usr/local/apache/
/usr/local/apache/lib/perl) at (eval 3) line 3.

When I search for DBI.pm here's my results:
find / -name DBI.pm
/usr/lib/perl5/site_perl/5.6.0/i386-linux/Bundle/DBI.pm
/usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm
/usr/lib/perl5/site_perl/5.6.0/Apache/Session/Store/DBI.pm

So, since I'm a newbie to Linux I tried the 'duuh' method of repairing
the error:
cp /usr/lib/perl5/site_perl/5.6.0/i386-linux/DBI.pm
/usr/lib/perl5/site_perl/5.6.0/Apache

Now Apache loads but attempting to access web pages gives this 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 426.

So now I'm left to believe that I either need to install RT1 first and
upgrade that, or I need to give in to the peer pressure and install a
more simple ticketing package.

PS: You guys are doing great work! The search functions of RT2 are
really what makes this so tempting. I cannot sell anyone here on RT1
because they can't understand the filter method for searching! Please
help me get RT2. :)

Thanks!

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





From carlos at amiga.com.pl  Thu Jan 17 20:15:50 2002
From: carlos at amiga.com.pl (Marcin Orlowski)
Date: Fri, 18 Jan 2002 02:15:50 +0100
Subject: [rt-users] Re: ddd 1
In-Reply-To: <1127395612.20020118021403@amiga.com.pl>
References: <1127395612.20020118021403@amiga.com.pl>
Message-ID: <8427502286.20020118021550@amiga.com.pl>

Friday, January 18, 2002, 2:14:03 AM, Marcin Orlowski wrote:


MO> Hi,

sorry. My test RT account starts with 'rt' and mailer
'guessed' the rest.

-- 
 He who laughs last is at 300 bauds.

 Marcin                          http://wfmh.org.pl/~carlos/
                                 mailto:marcin at orlowski.com




From peter at popovich.net  Thu Jan 17 20:35:41 2002
From: peter at popovich.net (Peter E. Popovich)
Date: Thu, 17 Jan 2002 17:35:41 -0800
Subject: [rt-users] Transaction template bug?
References: <13721270815.20020118003158@amiga.com.pl>
Message-ID: <01bb01c19fc0$984090f0$3900a8c0@POPOVICH>

> Seems there's a bug(?), as default transaction template
> generates
>
>      Subject: HASH(0x8bcb4d8)
>
> instead of ticket subject (which is present).

I'd bet that what you're seeing was caused by a known bug in the install
process.

You'll want to change the template, per:
http://lists.fsck.com/pipermail/rt-devel/2002-January/001863.html




From mick at multinet.no  Fri Jan 18 09:05:54 2002
From: mick at multinet.no (Tore Micaelsen)
Date: Fri, 18 Jan 2002 15:05:54 +0100
Subject: [rt-users] Default refresh to 2 min
Message-ID: <3C482BC2.9040802@multinet.no>

Have been looking at /Elements/Refresh
but dont seem to find out how i can set default refresh at 120 seconds 
for my system without users interaction..?
anyone got a hint for me..?

Regards
Tore




----------------------------------------------------------
   Secure your mail with MultiNet AS - www.multinet.no
----------------------------------------------------------
This mail has been scanned for viruses by moya.multinet.no 
using AmaVis-Perl-11 with the following virus engines:
Kaspersky Labs, F-Secure, Sophos and Innoculate with
virus signaturefiles checked and updated every hour.






From Kendric.Beachey at garmin.com  Fri Jan 18 09:07:46 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Fri, 18 Jan 2002 08:07:46 -0600
Subject: [rt-users] Adding custom html entries
Message-ID: <200201181407.IAA07546@dresden.garmin.com>

> I have this webpage (you can view it here 
> http://www.callatg.com/~pburkett/atg/config_request.html)
> 
> What I need to do is make a template like that, so when a 
> user fills in a new trouble ticket, it will resemble this. I 
> tried checking out the RT documentation but somehow it wont 
> all load on my browsers (Konqueror and Opera.) Any help would 
> be appreciated thanks.

I can't comment on your form's ability to display on different browsers, but
we did something quasi-similar here.  I set up a form on our intranet that
featured all the needed information, and when the user submits the form, it
just turns around and sends an e-mail to an RT queue, with all the
information listed out piece by piece in the body of the message.  I set it
up to look like the mail is coming from the person who filled out the form,
so RT will kick out an autoreply to the user to say "a ticket has been
created".  From there on in, everything proceeds normally.



From kris at eclipseci.com  Fri Jan 18 11:59:26 2002
From: kris at eclipseci.com (Kristopher Lalletti)
Date: Fri, 18 Jan 2002 11:59:26 -0500
Subject: [rt-users] rm sessiondata from crontab...
Message-ID: <000b01c1a041$7c4b69c0$c901000a@intranet.eclipseci.com>

I'm trying to get find with -exec to work .. and I'm not getting any
luck

Here's the cmdline from the RT docs, for the -exec , syntax looks great
from the man pages, but I keep getting "/usr/bin/find: missing argument
to `-exec'".

/usr/bin/find /opt/rt2/WebRT/sessiondata -type f -amin +600 -exec
/bin/rm '{}' ;


Any ideas?   I wouldn't be surprised that RedHat 7.2 would use some sort
of their own /usr/bin/find, but I want to make sure if I'm not missing
something..


Thanks
Kris




From darrinw at nixc.net  Fri Jan 18 12:10:22 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Fri, 18 Jan 2002 12:10:22 -0500
Subject: [rt-users] rm sessiondata from crontab...
In-Reply-To: <000b01c1a041$7c4b69c0$c901000a@intranet.eclipseci.com>; from kris@eclipseci.com on Fri, Jan 18, 2002 at 11:59:26AM -0500
References: <000b01c1a041$7c4b69c0$c901000a@intranet.eclipseci.com>
Message-ID: <20020118121022.P391@nixc.net>

  |+ Here's the cmdline from the RT docs, for the -exec , syntax looks great
  |+ from the man pages, but I keep getting "/usr/bin/find: missing argument
  |+ to `-exec'".
  |+ 
  |+ /usr/bin/find /opt/rt2/WebRT/sessiondata -type f -amin +600 -exec
  |+ /bin/rm '{}' ;

Just to clarify, the /bin/rm '{}' is on the same line as -exec, correct?





From mdisney at ecdev.fedex.com  Fri Jan 18 12:19:09 2002
From: mdisney at ecdev.fedex.com (Matt Disney)
Date: Fri, 18 Jan 2002 11:19:09 -0600
Subject: [rt-users] rm sessiondata from crontab... 
In-Reply-To: <20020118121022.P391@nixc.net> 
References: <000b01c1a041$7c4b69c0$c901000a@intranet.eclipseci.com> <20020118121022.P391@nixc.net>
Message-ID: <200201181718.g0IHIxN24712@nfsb.ecdev.fedex.com>

Just at first glance, I would say put a backslash before the semicolon
to escape it. Otherwise, the shell will probably interpret the
semicolon, but you want 'find' to interpret the semicolon as closing
the -exec parameter.

Matt

Darrin Walton writes:
>  |+ Here's the cmdline from the RT docs, for the -exec , syntax looks great
>  |+ from the man pages, but I keep getting "/usr/bin/find: missing argument
>  |+ to `-exec'".
>  |+ 
>  |+ /usr/bin/find /opt/rt2/WebRT/sessiondata -type f -amin +600 -exec
>  |+ /bin/rm '{}' ;
>
>Just to clarify, the /bin/rm '{}' is on the same line as -exec, correct?
>
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>



From rt2trouble at morben.ca  Fri Jan 18 12:45:27 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Fri, 18 Jan 2002 09:45:27 -0800
Subject: [rt-users] Simple Questions
Message-ID: <200201181745.g0IHjf115102@buffy.pacificcoast.net>

When configuring the rt2/etc/config.pm file I am stumped by a few options:

$CorrespondAddress
$CommentAddress
- I can't seem to find documentation for this, but I may just need an example 
here. Like if my server is rt.foo.com what would these be set to?

$TicketBaseURI
- Linking tickets remotely? Privacy is an issue for the RT2 server we are 
setting up, and this feature appears to 'share' ticket info. Can someone 
explain this feature?

Also, in the admin screen, when adding a user, it asks for the unix login. 
What  would that be used for?

Thanks again for all the assistance, this list is very informative!



From agalindo at liceaga.facmed.unam.mx  Fri Jan 18 12:49:45 2002
From: agalindo at liceaga.facmed.unam.mx (Adrian Galindo)
Date: Fri, 18 Jan 2002 11:49:45 -0600
Subject: [rt-users] rm sessiondata from crontab...
References: <000b01c1a041$7c4b69c0$c901000a@intranet.eclipseci.com>
Message-ID: <3C486039.489497C7@liceaga.facmed.unam.mx>

Kristopher Lalletti escribi?:
> 
> I'm trying to get find with -exec to work .. and I'm not getting any
> luck
> 
> Here's the cmdline from the RT docs, for the -exec , syntax looks great
> from the man pages, but I keep getting "/usr/bin/find: missing argument
> to `-exec'".
> 
> /usr/bin/find /opt/rt2/WebRT/sessiondata -type f -amin +600 -exec
> /bin/rm '{}' ;
> 
> Any ideas?   I wouldn't be surprised that RedHat 7.2 would use some sort
> of their own /usr/bin/find, but I want to make sure if I'm not missing
> something..

You miss the backslash at the end.
The correct is:
/usr/bin/find /opt/rt2/WebRT/sessiondata -type f -amin +600 -exec
/bin/rm '{}' \;

man find for more information.

Greetings
Adrian Galindo



From darrinw at nixc.net  Fri Jan 18 12:55:37 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Fri, 18 Jan 2002 12:55:37 -0500
Subject: [rt-users] Simple Questions
In-Reply-To: <200201181745.g0IHjf115102@buffy.pacificcoast.net>; from rt2trouble@morben.ca on Fri, Jan 18, 2002 at 09:45:27AM -0800
References: <200201181745.g0IHjf115102@buffy.pacificcoast.net>
Message-ID: <20020118125537.Q391@nixc.net>

On Fri, Jan 18, 2002 at 09:45:27AM -0800, RT2 Troubles wrote:
  |+ When configuring the rt2/etc/config.pm file I am stumped by a few options:
  |+ 
  |+ $CorrespondAddress
  |+ $CommentAddress
  |+ - I can't seem to find documentation for this, but I may just need an example 
  |+ here. Like if my server is rt.foo.com what would these be set to?

you could set them to:
$CorrespondAddress="tickets\@rt.foo.com";
$CommentAddress="tickets-comment\@rt.foo.com";

  |+ 
  |+ $TicketBaseURI
  |+ - Linking tickets remotely? Privacy is an issue for the RT2 server we are 
  |+ setting up, and this feature appears to 'share' ticket info. Can someone 
  |+ explain this feature?

This used not only for remote, but also for local.  You should set
this.  The only thing you need to change is the portion that says
'fsck.com' to your domain name.



From peter at popovich.net  Fri Jan 18 13:09:37 2002
From: peter at popovich.net (Peter E. Popovich)
Date: Fri, 18 Jan 2002 10:09:37 -0800
Subject: [rt-users] rm sessiondata from crontab...
References: <000b01c1a041$7c4b69c0$c901000a@intranet.eclipseci.com> <3C486039.489497C7@liceaga.facmed.unam.mx>
Message-ID: <003701c1a04b$4abe4760$3900a8c0@POPOVICH>

> /usr/bin/find /opt/rt2/WebRT/sessiondata -type f -amin +600 -exec
> /bin/rm '{}' \;

Can someone with access update the installation guide at
http://fsck.com/rtfm/article.html?id=2#100
to include the backlash?




From darrinw at nixc.net  Fri Jan 18 13:11:38 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Fri, 18 Jan 2002 13:11:38 -0500
Subject: [rt-users] rm sessiondata from crontab...
In-Reply-To: <003701c1a04b$4abe4760$3900a8c0@POPOVICH>; from peter@popovich.net on Fri, Jan 18, 2002 at 10:09:37AM -0800
References: <000b01c1a041$7c4b69c0$c901000a@intranet.eclipseci.com> <3C486039.489497C7@liceaga.facmed.unam.mx> <003701c1a04b$4abe4760$3900a8c0@POPOVICH>
Message-ID: <20020118131138.R391@nixc.net>

  |+ Can someone with access update the installation guide at
  |+ http://fsck.com/rtfm/article.html?id=2#100
  |+ to include the backlash?

FYI, the README file that is included with RT is correct.




From arclight at jump.net  Fri Jan 18 13:14:46 2002
From: arclight at jump.net (Bob Apthorpe)
Date: Fri, 18 Jan 2002 12:14:46 -0600
Subject: [rt-users] rm sessiondata from crontab...
In-Reply-To: <3C486039.489497C7@liceaga.facmed.unam.mx>
Message-ID: <3C4811B6.8145.148245C8@localhost>

Hi,

Also, for efficiency/reliability purposes you might want to try:

/usr/bin/find /opt/rt2/WebRT/sessiondata -type f -amin +600 -print |
/usr/bin/xargs -i /bin/rm '{}'

IIRC, -exec is kind of a resource hog. xargs gets around limits on 
number of arguments because -exec can crap out if the number of 
files returned is large. xargs is pretty useful but not well advertised.

hth,

-- Bob

On 18 Jan 2002, at 11:49, Adrian Galindo wrote:

> Kristopher Lalletti escribi?:
> > 
> > I'm trying to get find with -exec to work .. and I'm not getting any
> > luck
> > 
> > Here's the cmdline from the RT docs, for the -exec , syntax looks
> > great from the man pages, but I keep getting "/usr/bin/find: missing
> > argument to `-exec'".
> > 
> > /usr/bin/find /opt/rt2/WebRT/sessiondata -type f -amin +600 -exec
> > /bin/rm '{}' ;
> > 
> > Any ideas?   I wouldn't be surprised that RedHat 7.2 would use some
> > sort of their own /usr/bin/find, but I want to make sure if I'm not
> > missing something..
> 
> You miss the backslash at the end.
> The correct is:
> /usr/bin/find /opt/rt2/WebRT/sessiondata -type f -amin +600 -exec
> /bin/rm '{}' \;
> 
> man find for more information.
> 
> Greetings
> Adrian Galindo
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 





From KFerguso at chi.navtech.com  Fri Jan 18 14:47:31 2002
From: KFerguso at chi.navtech.com (Ferguson, Kevin)
Date: Fri, 18 Jan 2002 13:47:31 -0600
Subject: [rt-users] rm sessiondata from crontab...
Message-ID: <91468650040FD411A51100104B63E23102E280B6@postman.chi.navtech.com>


Hi,

You are right that -exec is a resource hog but for the wrong reason.
-exec gets passed a single file and so creates a separate /bin/rm process 
for every file encountered.

Unfortunately, your example is just as inefficient as using -exec (at least
for GNU find on my Slackware system).  The -i switch explicitly says to 
replace the braces with the input and defaults to ONE line at a time.  Since
find produces output one filename to a line, your xargs is calling /bin/rm
for
each file, just like -exec would.  If you call xargs without the -i switch
like this, 

/usr/bin/find /opt/rt2/WebRT/sessiondata -type f -amin +600 -print | 
/usr/bin/xargs /bin/rm

xargs will accrue as much input as possible that will fit on a single 
command line and pass that to /bin/rm in one swell foop.  Voila, one call
to /bin/rm to delete many files.  HTH.

ttfn,
kevin


> 
> 
> Hi,
> 
> Also, for efficiency/reliability purposes you might want to try:
> 
> /usr/bin/find /opt/rt2/WebRT/sessiondata -type f -amin +600 -print |
> /usr/bin/xargs -i /bin/rm '{}'
> 
> IIRC, -exec is kind of a resource hog. xargs gets around limits on 
> number of arguments because -exec can crap out if the number of 
> files returned is large. xargs is pretty useful but not well 
> advertised.
> 
> hth,
> 
> -- Bob
> 
> On 18 Jan 2002, at 11:49, Adrian Galindo wrote:
> 
> > Kristopher Lalletti escribi?:
> > > 
> > > I'm trying to get find with -exec to work .. and I'm not 
> getting any
> > > luck
> > > 
> > > Here's the cmdline from the RT docs, for the -exec , syntax looks
> > > great from the man pages, but I keep getting 
> "/usr/bin/find: missing
> > > argument to `-exec'".
> > > 
> > > /usr/bin/find /opt/rt2/WebRT/sessiondata -type f -amin +600 -exec
> > > /bin/rm '{}' ;
> > > 
> > > Any ideas?   I wouldn't be surprised that RedHat 7.2 
> would use some
> > > sort of their own /usr/bin/find, but I want to make sure 
> if I'm not
> > > missing something..
> > 
> > You miss the backslash at the end.
> > The correct is:
> > /usr/bin/find /opt/rt2/WebRT/sessiondata -type f -amin +600 -exec
> > /bin/rm '{}' \;
> > 
> > man find for more information.
> > 
> > Greetings
> > Adrian Galindo
> > 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 



From bruce at go-mol.com  Fri Jan 18 14:46:52 2002
From: bruce at go-mol.com (Bruce Riggins)
Date: Fri, 18 Jan 2002 11:46:52 -0800
Subject: [rt-users] Rights documentation
Message-ID: <AFEAILGMDODHCFKHENHHCEMECDAA.bruce@go-mol.com>

Does anyone have a description of the various group and user rights, what
they mean, and recommendations for standard uses. The documentation has some
ideas, but only seems to scratch the surface.

Thanks.

Bruce Riggins




From purp at wildbrain.com  Fri Jan 18 15:23:42 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 18 Jan 2002 12:23:42 -0800
Subject: [rt-users] Multiple Change Transaction Resolution Order
Message-ID: <1011385422.2942.50.camel@labyrinth.wildbrain.com>

Hello!

If this has been asked before I wasn't able to formulate a good enough
search to find it in the archives at lists.fsck.com.

We are often able to resolve newly created tickets instantly; this leads
to a person clicking the "Resolve" link, changing the owner, adding a
reply, and submitting. However, it seems that the change of status to
"resolved" happens before the change of ownership, which means that the
client gets a note stating that their call has been resolved by "Nobody"
followed by the correspondence, and then the notice of ownership change.

What we'd much prefer is that the ownership change happen first,
followed by correspondence being sent, then finally status change to
resolved. In general, I think we'd *always* want ownership change to
happen first.

Is there any way for us to control this?

Thanks!

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




From bruce_campbell at ripe.net  Fri Jan 18 15:48:34 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 18 Jan 2002 21:48:34 +0100 (CET)
Subject: [rt-users] rm sessiondata from crontab...
In-Reply-To: <91468650040FD411A51100104B63E23102E280B6@postman.chi.navtech.com>
Message-ID: <Pine.LNX.4.31.0201182137080.23554-100000@x22.ripe.net>

On Fri, 18 Jan 2002, Ferguson, Kevin wrote:

> /usr/bin/find /opt/rt2/WebRT/sessiondata -type f -amin +600 -print |
> /usr/bin/xargs /bin/rm
>
> xargs will accrue as much input as possible that will fit on a single
> command line and pass that to /bin/rm in one swell foop.  Voila, one call
> to /bin/rm to delete many files.  HTH.

Just a general observation, when using find and xargs together, you may
run into files with spaces or other weird characters in them.  Not a
problem in this specific case, however it is generally better to:

	find directory -type f (various conditions) -print0 |
	xargs -0 -r rm

The '-print0' to find and '-0' to xargs are 'print results terminated with
the NULL character' and 'input arguments are terminated with the NULL
character'.  Otherwise, if
files-with-spaces-and-other-shell-seperation-characters are present, then
xargs will bomb out in an interesting fashion.

The '-r' option simply disables the running of your command (rm) if there
is no input from find (no matching files).  Otherwise, rm will print a
highly-helpful message of 'too few arguments' or something similar.

One you have run your routine cleanup command a few times, put it into the
appropriate crontab (NOT ROOT), and remember to pipe both the stdout and
stderr to /dev/null, unless you really want to see what a known command
produces each time it runs.

--==--
Bruce.

Thank-you for watching Useful Little Known Unix Tricks; Spotlight on
Xargs.  Next week on the show, we will be demonstrating how little
awk(ward) programs can ease your routine script maintainence.






From carlos at amiga.com.pl  Fri Jan 18 15:56:41 2002
From: carlos at amiga.com.pl (Marcin Orlowski)
Date: Fri, 18 Jan 2002 21:56:41 +0100
Subject: [rt-users] strange ticket owner
Message-ID: <1297929301.20020118215641@amiga.com.pl>

Hi,

I played heavily with RT 2 and noticed one of
my ticked got Requestor changed, however I don't
recall doing it myself, neither history show
anything like that:

Thu Jan 17 20:14:35 2002  root - Ticket created    [Reply] [Comment]
Date: Fri, 18 Jan 2002 02:20:50 +0100
From: Marcin Orlowski <carlos at amiga.com.pl>
[..chop..]

root - Correspondence added
From: Marcin Orlowski <carlos at amiga.com.pl>
[..chop..]

[root - Thu Jan 17 20:20:36 2002]:
> Np> [Prosimy nie odpowiadac na ten list]

carlos - Taken

But the "People" box claims:

Requestors:
    * RT ROOT: carlos at webnet.pl

even on all the lists (i.e. queue list the requestor
is shown correcty as carlos at amiga.com.pl. Known bug?

-- 
 Have you crashed your Windows today?

 Marcin                          http://wfmh.org.pl/~carlos/
                                 mailto:marcin at orlowski.com




From bruce_campbell at ripe.net  Fri Jan 18 16:09:26 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 18 Jan 2002 22:09:26 +0100 (CET)
Subject: [rt-users] Internationalisation of rt
In-Reply-To: <E16RL0f-0003rc-00@bigglesworth.mail.be.easynet.net>
Message-ID: <Pine.LNX.4.31.0201182150550.23554-100000@x22.ripe.net>

On Thu, 17 Jan 2002, Nicolas Pettiaux wrote:

> Alexandre has just let me know about RT, that seems really a good product. I
> am working in a French speaking environnment and I have not seem any point in
> the documentatio that I read about the internationalisation of RT, or at
> least the fact that it is available with a French interface.
>
> Does that exists ? If yes, where can I find more info ? If no, is it
> difficult to translate the interface and what need to be done ?

What should be noted about RT, is that the RT Administrator can configure
pretty much everything.  That includes providing translated replacements
for the default mail templates, to translating specifics of the Web
Interface.

( Although I wouldn't recommend translating the code itself, as certain
  things will break ;) )

On a technical note, astute observers of the RT code will note that Jesse
(or someone) has thought of the possibility of alternative languages, and
has included a 'Lang' field within the RT Users table.  Nothing (that I
can find) uses this at the present time.

--==--
Bruce.





From feargal at thecia.ie  Sat Jan 19 10:37:11 2002
From: feargal at thecia.ie (Feargal Reilly)
Date: Sat, 19 Jan 2002 15:37:11 +0000
Subject: [rt-users] rm sessiondata from crontab...
In-Reply-To: <003701c1a04b$4abe4760$3900a8c0@POPOVICH>
References: <000b01c1a041$7c4b69c0$c901000a@intranet.eclipseci.com>
 <3C486039.489497C7@liceaga.facmed.unam.mx>
Message-ID: <5.1.0.14.0.20020119153624.00aad710@mail.thecia.ie>

Done. Just so you know, I do read things here from time to time... :)

At 18:09 18/01/02, Peter E. Popovich wrote:
> > /usr/bin/find /opt/rt2/WebRT/sessiondata -type f -amin +600 -exec
> > /bin/rm '{}' \;
>
>Can someone with access update the installation guide at
>http://fsck.com/rtfm/article.html?id=2#100
>to include the backlash?
>
>
>_______________________________________________
>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 admin at world-address.com  Sat Jan 19 13:27:10 2002
From: admin at world-address.com (Pascal Pinan-Lucarre)
Date: Sat, 19 Jan 2002 19:27:10 +0100
Subject: [rt-users] Attachments and RT
Message-ID: <5.1.0.14.2.20020119192258.0406acd0@mail.world-address.com>

Dear All,

Before choosing RT as a help desk tool, I would like to know if mails with 
attachments are stored by the tool ? And if attachments size is limited.

Thanks for your answer.

Pascal




From marc at precipice.org  Sat Jan 19 14:28:38 2002
From: marc at precipice.org (Marc Hedlund)
Date: Sat, 19 Jan 2002 11:28:38 -0800 (PST)
Subject: [rt-users] Attachments and RT
In-Reply-To: <5.1.0.14.2.20020119192258.0406acd0@mail.world-address.com>
Message-ID: <Pine.LNX.4.21.0201191126150.17585-100000@crankshaft.bitmechanic.com>

"Yes," and "it's configurable."  I think RT does quite well with
attachments -- I've had a few hiccups but nothing serious.  For long
attachments, there are three config variables: $MaxAttachmentSize,
$TruncateLongAttachments, and $DropLongAttachments.  Their purpose is
probably self-evident.

Marc Hedlund 
e: marc at precipice dot org

On Sat, 19 Jan 2002, Pascal Pinan-Lucarre wrote:

> Dear All,
> 
> Before choosing RT as a help desk tool, I would like to know if mails with 
> attachments are stored by the tool ? And if attachments size is limited.
> 
> Thanks for your answer.
> 
> Pascal
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 




From jonan-lists at callisia.com  Sun Jan 20 03:33:55 2002
From: jonan-lists at callisia.com (Jonan Santiago)
Date: Sun, 20 Jan 2002 03:33:55 -0500
Subject: [rt-users] Users DB and Group/ACL meanings ?
Message-ID: <20020120033355.A25688@torrent.callisia.com>

Hello,
   
   I am experimenting with rt2 attempting to figure out how most
of it works. Just a few questions.

Written in the section of the docs titled :

  "Users and Queues and Scrips, Oh my! (A configuration tutorial)"

       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. 
   
Does rt provide any other hooks for a users database ? Specifically
 we have an established customer database (mysql) that I would like to hook
rt2 into to avoid multiple data sets. Can rt2 do this easily or does
it require major coding ?

 While investigating groups and ACL's starting from a stock config 
a queue called  network and an unprivileged user were created. 
Under the queue's group ACL's I granted "Requestor" :
    
     ShowTicket
     SeeQueue
     ReplyToTicket
     CreateTicket

 However the unprivileged user cannot submit a new tickect or even
see the queue from the unprivileged web interface. This does
work when I enable ShowTicket and SeeQueue in the "Everybody"
group for that queue.  I am misunderstanding the role of "Requestor"
psuedo group, should it work ? Does this belong in the "Everybody"  
group ? Anyone have a good run down the meanings of  all the psuedo 
groups and rights ?

 Also after submitting a ticket in the aforementioned configuration
 the message :
 
      RT Error
     No permission to display that ticket
	 
pops up. The ticket can be viewed no problem from the OpenRequests
listing or entering the ticket id directly.

Have a nice day.
-- 
-Jonan Santiago
-Callisia Communications
-http://www.callisia.com



From wj at 3v.pl  Fri Jan 18 12:37:54 2002
From: wj at 3v.pl (Wojciech Jedliczka)
Date: Fri, 18 Jan 2002 18:37:54 +0100
Subject: [rt-users] rm sessiondata from crontab...
References: <000b01c1a041$7c4b69c0$c901000a@intranet.eclipseci.com>
Message-ID: <008001c1a046$dea9a820$0200a8c0@Extensa367t>

> I'm trying to get find with -exec to work .. and I'm not getting any
> luck
>
> Thanks
> Kris

Hi,

I had the same problem. My solution:

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

Change through crontab -e :

#0 * * * * find /opt/rt2/WebRT/sessiondata -type f -amin +600 -exec rm '{}'
;
0 * * * * /opt/rt2/bin/rtcron

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

Write a small script "rtcron" :

#
#
# Every hour, delete session files and lockfiles that haven't
# been touched in 10 hours
#

AGEINFO="+600"                      # purge files after 10 hours untouched

CAT="/bin/cat"
RM="/bin/rm"
RM="$RM -f"

JUNK=/tmp/rtjunk$$             # temp file used for file listing

trap "$RM \$JUNK; exit 1" 0 1 2 15
find /opt/rt2/WebRT/sessiondata -type f -amin $AGEINFO -print >$JUNK

if [ -s $JUNK ]; then
   for i in `$CAT $JUNK`; do
#         echo "    $i"
         $RM $i
   done
fi

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

That is all. It works.

Wojtek





From Chris_Wallace at link.freedom.com  Tue Jan 15 10:15:12 2002
From: Chris_Wallace at link.freedom.com (Chris Wallace)
Date: Tue, 15 Jan 2002 07:15:12 -0800
Subject: [rt-users] Keywords.
Message-ID: <fc.000f6d9c02116ad8000f6d9c02116ad8.2116b01@link.freedom.com>

Can anyone explain what "Keywords" are used for in RT. I am a new user and
can't find any good documentation on what exactly what keywords are used
for and how they work in RT.  I would assume it's a search function but it
shows up under the configuration tab.  Can anyone please help us figure
this out? Any info will help.

Thank you,

Chris




From tdehesse at uts.edu.au  Sun Jan 20 16:43:34 2002
From: tdehesse at uts.edu.au (Teo de Hesselle)
Date: Mon, 21 Jan 2002 08:43:34 +1100
Subject: [rt-users] StockAnswers Addin, Abuse, and dead ticket purging.
In-Reply-To: <DKEPICGGEGFEBGNMNBHPCEBACDAA.rmitzel@peer1.net>
References: <DKEPICGGEGFEBGNMNBHPCEBACDAA.rmitzel@peer1.net>
Message-ID: <20020120214334.GA1048@dwarf.itd.uts.edu.au>

On Tue, Jan 15, 2002 at 07:51:20AM -0800, Rob Mitzel wrote:
> Hey gang,
> 
> Just a quick question...anyone ever used the contributed StockAnswers addin?
> I was just setting it up, and it's quite neat (as to why I'll explain in a
> sec), but I was curious...any way to insert a blank line in them?  I made up
> some stock answers, and it seems to crap out as soon as it hits a blank
> line. (Robert Spier?  You here?) :)

Yeah... to fix that I wrote a small shell script to reformat the stock 
answers that the queue admins give me:

ls | while read file
do
 cat "$file" | sed -e "s/^M//g" | fmt | sed -e "s/^$/ /" -e "s/[\<\>]/#/" > "$file.new"
 rm "$file"
 mv "$file.new" "$file"
done


(note that ^M shouldn't just be cut-and-pasted).

-- 
T?o de Hesselle,                          "Everything should be made as simple 
Unix Systems Administrator                      as possible, but not simpler."
                                                            -- Albert Einstein
University of Technology, Sydney            



From lutz.oliver.beck at 100world.de  Wed Jan 16 12:14:57 2002
From: lutz.oliver.beck at 100world.de (Lutz Oliver Beck)
Date: Wed, 16 Jan 2002 18:14:57 +0100
Subject: [rt-users] search for dead tickets
Message-ID: <E0030063D5E8984383E645B3AC7B8E0E1F77D3@nues-exc01-2k.100world.global>

Hi,

does anybody know how to search rt for dead tickets? If I do so there
isn't shown any to me.

best regards,

Lutz-Oliver Beck



From matt at nothingreal.com  Thu Jan 17 18:19:02 2002
From: matt at nothingreal.com (Matt Plec)
Date: Thu, 17 Jan 2002 15:19:02 -0800
Subject: [rt-users] Additional fields in tickets table
In-Reply-To: <3C47560F.7CBF817F@samsa.com>
Message-ID: <007e01c19fad$5a45ffa0$950200c0@monty.nothingreal.com>

> There are a few fields that we would like to have on the ticket table.
> Is there some kind of capability in RT that would allow us to have
> additional fields?  If not, is there a way we can customize the table

If selections (multiple or single items for the field) are sufficient, you can add these
via keywords, which are documented near the end of the installation instructions
(http://www.helgrim.com/rtdocs/installation.html).




From matt at nothingreal.com  Thu Jan 17 18:16:48 2002
From: matt at nothingreal.com (Matt Plec)
Date: Thu, 17 Jan 2002 15:16:48 -0800
Subject: [rt-users] Difference Between CC: and AdminCC:
In-Reply-To: <Pine.GSO.4.40.0201171446210.25494-100000@socrates.Berkeley.EDU>
Message-ID: <007d01c19fad$0a566fc0$950200c0@monty.nothingreal.com>

> How/why do people decide whether a Watcher should CC'd or AdminCC'd?

We've got our Scrips set up so that AdminCCs see all comments + correspondence so we keep
people internal to our organization on the AdminCCs. Then we add others outside the
company to the requestor fields and only send them correpsondence, not comments.

> I'm just setting RT up, but so far I can't see any functional
> difference between these two catagories - what am I missing?

The functional difference depends on how you set up your Scrips. Mainly, it gives you a
way to have different things happen for different groups of people.

> Also, what is a "Transaction" vs. "Correspondence"?

I'm guessing on this one, someone who knows the guts better will probably be more
accurate, but a transaction seems to be any action taken on a ticket (changing owner,
adding keywords, setting status, etc) whereas corespondence is adding correpsondence with
the requestor onto the issue (whether or not that correspondence is emailed out -- and to
whom -- is dependent on your Scrips).

Matt.




From peter at popovich.net  Sun Jan 20 20:29:10 2002
From: peter at popovich.net (Peter E. Popovich)
Date: Sun, 20 Jan 2002 17:29:10 -0800
Subject: [rt-users] Keywords.
References: <fc.000f6d9c02116ad8000f6d9c02116ad8.2116b01@link.freedom.com>
Message-ID: <008301c1a21b$0e445320$077ba8c0@saba>

> Can anyone explain what "Keywords" are used for in RT.

It's been over a year since I've tinkered with Keywords, so at the risk of
getting it embarassingly wrong:

If you want to categorize tickets within a queue, you can do it with
keywords. For a purely hypothetical example, if you're tracking bugs...

A BugType can be one of these:{UI (specifically GUI or CLI), Database,
Documentation}
A bug Affects one or more of: {Users, Staff}

So, you create keywords:
/BugType/UI/Graphical
/BugType/UI/Command-line
/BugType/Database
/BugType/Documentation
/Affects/Users
/Affects/Staff

Then in your queue, you add "BugType: single children of BugType up to 2
levels deep" and "Affects: multiple children of Affects up to 1 level deep".
Then your users can classify tickets with up to one BugType and as many
Affects as they need.




From sw-lists at onyx.net  Mon Jan 21 07:55:50 2002
From: sw-lists at onyx.net (Simon Woodward)
Date: 21 Jan 2002 12:55:50 +0000
Subject: [rt-users] Serious problem, mails still not being sent
Message-ID: <1011617750.28958.15.camel@brockrigg.onyx.net>

Hi All,

Okay, I mailed this again last week, but the problem is still there, and
it will be getting to the point soon where we will have to abandon RT if
we cannot solve this issue.

I now have one particular ticket where every single time you reply, the
mail IS NOT sent to the customer, no entry appears in the log and it
looks like RT does not even try.

I have tried sendmail and sendmailpipe (currently using pipe again) ...
check my email from last Wednesday (Subject Wierdness) for the rest of
the config ...

This is not good, and bosses are obviously not happy.

Please help.

(If I knew how to get any debug info out of RT for a start this would
help !)

Thanks,

Simon.





From arthur at West.NL  Mon Jan 21 08:10:59 2002
From: arthur at West.NL (Arthur de Jong)
Date: Mon, 21 Jan 2002 14:10:59 +0100 (MET)
Subject: [rt-users] failed HTML::Mason cache test
Message-ID: <Pine.GSO.4.33.0201211349250.17297-100000@belfast>

I have a version of RT (2.0.8) running and while trying to install 2.0.11
the upgrade of HTML::Mason test failed at t/10-cache (test for caching).
The old version I have installed also failed this test and I think I foced
the install anyway. I'm a little reluctant to do this on my running
system.

The question is does anybody know of a way to make this work (the test
outputs with TEST_VERBOSE=1 realy doesn't tell me much)? I've searched for
this problem and read as much relevant documentation as I could swallow
but I'm at a loss.

The other question is how much harm will this do? My WebRT/data/cache
directory is empty apart from a locks directory, but my WebRT/data/obj
directory is in use. Will not having this hurt performance?

-- arthur de jong - arthur at west.nl - west consulting b.v. --




From bruce_campbell at ripe.net  Mon Jan 21 09:54:09 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 21 Jan 2002 15:54:09 +0100 (CET)
Subject: [rt-users] Serious problem, mails still not being sent
In-Reply-To: <1011617750.28958.15.camel@brockrigg.onyx.net>
Message-ID: <Pine.LNX.4.44.0201211546520.19787-100000@x22.ripe.net>

On 21 Jan 2002, Simon Woodward wrote:

> Okay, I mailed this again last week, but the problem is still there, and
> it will be getting to the point soon where we will have to abandon RT if
> we cannot solve this issue.

Unfortunately, I suspect that if you cannot replicate the problem (as per
Jesse's reply), providing a fix is somewhat difficult.

> I now have one particular ticket where every single time you reply, the
> mail IS NOT sent to the customer, no entry appears in the log and it
> looks like RT does not even try.

As a suggestion, try setting the following in config.pm:

	$LogToFile = 'debug';	# Log pretty much everything

Depending on what $LogToFileNamed is set to, you will end up with a large
file in $LogDir named 'rt.log.<num>.<num>' when you try to reply to a
customer (should contain the relevant ticketID).

That may produce some helpful results.  If its not obvious, paste it here
and the vultures^Wusers will take it apart.

Of course, <pimp>Jesse does provide support contracts for RT</pimp> ;)

Obvious questions would be, is there anything obviously wrong with the
customer's email address (charset odd, non-resolving hostname etc), have
you checked the systems syslog files for any error messages that sendmail
might be generating (etc).

> (If I knew how to get any debug info out of RT for a start this would
> help !)

( Its in the Docs! )

Regards,

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




From frank.rutzen at kuehne-nagel.com  Mon Jan 21 11:04:22 2002
From: frank.rutzen at kuehne-nagel.com (Frank Rutzen)
Date: Mon, 21 Jan 2002 17:04:22 +0100
Subject: [rt-users] trouble in using the RT command line tools
References: <Pine.LNX.4.31.0201111934340.23554-100000@x22.ripe.net>
Message-ID: <3C4C3C06.DD090304@kuehne-nagel.com>

Tried to use the rt2/bin/rt to access my tickets.

and the result is:
frank at discovery:/opt/rt2/bin > rt
Can't do setuid

has anybody a idea why i get this error?

tks 
FRANK



From mwatson at office.netspace.net.au  Mon Jan 21 23:05:42 2002
From: mwatson at office.netspace.net.au (Matthew Watson)
Date: Tue, 22 Jan 2002 15:05:42 +1100
Subject: [rt-users] mysql vs pgsql (in regards to lock contention)
Message-ID: <FCEEINDILJOBHBHAPOJPOEMICEAA.mwatson@office.netspace.net.au>

Hi.

 Just wondering if anyone has done any tests regarding how mysql goes vs
pgsql with RT2, in particular in regards to locking.

 I'm currently using mysql, which only seems to support table level locking,
and this causes problems when all our staff and in and hitting RT2 hard.
pgsql supports row locking, which in theory, should have less locking
contention. Anyone tested this??

 Anyone using pgsql on a system with a few staff members (we have 15-20
staff using rt2 at a time) getting these locking issues?

Regards.
----------------------------------------------
Matthew Watson
Development, Netspace Online Systems
mwatson at netspace.net.au




From chris at hostorlando.com  Tue Jan 22 07:45:40 2002
From: chris at hostorlando.com (Chris Scott)
Date: Tue, 22 Jan 2002 07:45:40 -0500
Subject: [rt-users] mysql vs pgsql (in regards to lock contention)
In-Reply-To: <FCEEINDILJOBHBHAPOJPOEMICEAA.mwatson@office.netspace.net.au>
Message-ID: <PLEFLJAKBFLDJNLHNEPHKEJJCHAA.chris@hostorlando.com>

Hi Matthew,

Sorry for a reply that doesn't directly answer your question, but...

If you have the time/resources/desire/etc., you could try installing MySQL
4.0 alpha which supports row level locking and import your RT2 database into
it to see how it performs.  It seems like you could have 4.0 run on a
different port and then change your config.pm to the new database,
stop/start apache, and start some benchmarking.

Chris


> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Matthew Watson
> Sent: Monday, January 21, 2002 11:06 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] mysql vs pgsql (in regards to lock contention)
>
>
> Hi.
>
>  Just wondering if anyone has done any tests regarding how mysql goes vs
> pgsql with RT2, in particular in regards to locking.
>
>  I'm currently using mysql, which only seems to support table
> level locking,
> and this causes problems when all our staff and in and hitting RT2 hard.
> pgsql supports row locking, which in theory, should have less locking
> contention. Anyone tested this??
>
>  Anyone using pgsql on a system with a few staff members (we have 15-20
> staff using rt2 at a time) getting these locking issues?
>
> Regards.
> ----------------------------------------------
> 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 dh at gocept.com  Tue Jan 22 08:33:08 2002
From: dh at gocept.com (Daniel Havlik)
Date: Tue, 22 Jan 2002 14:33:08 +0100
Subject: [rt-users] requestor email adress=rt adress?
Message-ID: <3C4D6A14.5000800@gocept.com>

hi!

first i want to introduce me, as i am new to this list:
my name is daniel havlik, i am co-founder of and working at "gocept gmbh 
& co. kg" (www.gocept.com) in k?then/germany. we use RT for general mail 
processing and support requests.
so far so good :)
today someone told me that his troubleticketsystem (don't know which) 
has died after a massive recursion happened as a customer sent a mail 
with reply-to adress set the same as the adress for his tracker.

now my question:
what happens if the email adress of the requestor is the same as the 
adress of the RT (and RT is configured to send automatic reply)?
because we use RT in a running environment i am not able to test it.


thanks a lot,

daniel




From bruce_campbell at ripe.net  Tue Jan 22 09:03:22 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 22 Jan 2002 15:03:22 +0100 (CET)
Subject: [rt-users] requestor email adress=rt adress?
In-Reply-To: <3C4D6A14.5000800@gocept.com>
Message-ID: <Pine.LNX.4.44.0201221500150.19787-100000@x22.ripe.net>

On Tue, 22 Jan 2002, Daniel Havlik wrote:

> what happens if the email adress of the requestor is the same as the
> adress of the RT (and RT is configured to send automatic reply)?
> because we use RT in a running environment i am not able to test it.

It helpfully sends a message 'RT thinks this message may be a bounce' to
the address given in config.pm $OwnerEmail .  Make sure to set
$CorrespondAddress as well lest your mailer complain about an invalid
address.

Not that I've got a lot of mails about this in my current debugging or
anything ;)

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




From David.Parra-Martin at ree.ericsson.se  Tue Jan 22 10:15:58 2002
From: David.Parra-Martin at ree.ericsson.se (David Parra Martin (REE))
Date: Tue, 22 Jan 2002 16:15:58 +0100
Subject: [rt-users] Problem when resolving a request
Message-ID: <577066326047D41180AC00508B955DDA05B8CAFA@eestqnt104.es.eu.ericsson.se>

Hi RT users,

I have installed RT recently and it is now in test period. I have one problem, when a request is resolved the requestor receive a link to the request.

The requestor cannot access RT, what is logical as the requestor usually is not authorized to do this. Is there any way to send the requestor directly the answer to his problem instead of sending the link?

If this is not possible, do you have any idea to solve this?

Thanks a lot,

David Parra




From Rafael.Corvalan at linkvest.com  Tue Jan 22 10:18:31 2002
From: Rafael.Corvalan at linkvest.com (Rafael Corvalan)
Date: Tue, 22 Jan 2002 16:18:31 +0100
Subject: [rt-users] RT_System opening tickets?
Message-ID: <B45465FD9C23D21193E90000F8D0F3DF0123459F@mailsrv.linkvest.com>

Hello all,

The ticket will be reopened, great.
But take a look at this use case (common, at least here):

I resolve a case (I was the owner). 2 days later, I'm in holiday. The
Requestor reopens the ticket sending a mail, saying the problem is still
there.
The ticket is reopened (using you new Scrip or using the current
feature), but since it's owned by someone that is in holliday... noone
in the help desk staff will receive a notification (provided I have a
Scrip that send an e-mail to the owner on correspondance).

From bruce_campbell at ripe.net  Tue Jan 22 10:21:54 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 22 Jan 2002 16:21:54 +0100 (CET)
Subject: [rt-users] RT_System opening tickets?
In-Reply-To: <B45465FD9C23D21193E90000F8D0F3DF0123459F@mailsrv.linkvest.com>
Message-ID: <Pine.LNX.4.44.0201221619190.19787-100000@x22.ripe.net>

On Tue, 22 Jan 2002, Rafael Corvalan wrote:

> The ticket will be reopened, great.
> But take a look at this use case (common, at least here):
>
> I resolve a case (I was the owner). 2 days later, I'm in holiday. The
> Requestor reopens the ticket sending a mail, saying the problem is still
> there.
> The ticket is reopened (using you new Scrip or using the current
> feature), but since it's owned by someone that is in holliday... noone
> in the help desk staff will receive a notification (provided I have a
> Scrip that send an e-mail to the owner on correspondance).
> >From my point of view it's not a simple issue...

Urm.  You don't have a scrip:

	OnCorrespond NotifyAdminCcs with template Correspondence

?

That one (suggested by default) notifies all AdminCcs, irrespective of who
owns the ticket.  At least in our situation, it would be very bad for our
ticketing system to only notify the Owners, particularly when the Owner
might not be checking email for the next month.

All that my suggestion does (or should do) is reopen the ticket if
required.


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




From Rafael.Corvalan at linkvest.com  Tue Jan 22 10:31:27 2002
From: Rafael.Corvalan at linkvest.com (Rafael Corvalan)
Date: Tue, 22 Jan 2002 16:31:27 +0100
Subject: [rt-users] RT_System opening tickets?
Message-ID: <B45465FD9C23D21193E90000F8D0F3DF01AF1FE1@mailsrv.linkvest.com>

Hello,
Ye, I understand the purpose of your action (only reopening the ticket).

I our RT installation, I haven't the scrip you suggested since I don't
want every queue AdminCC be notified for every correspondance on every
ticket... If someone goes on holidays, he must reassign all his tickets
and receiving all the correspondance is not good for us. Suppose I
receive a mail notifying me of a new mail on a ticket that I don't own.
How can I say "OK, it Bob's ticket but he's on holiday, I take the
correspondance?". Somewhat complex and I think a lot of correspondance
would be lost...

In my configuration I have:

OnCreate NotifyAllWatchers...
OnCorrespondance NotifyOwner...

Rafael

-----Original Message-----
From: Bruce Campbell [mailto:bruce_campbell at ripe.net] 
Sent: mardi, 22. janvier 2002 16:22
To: Rafael Corvalan
Cc: RT Users
Subject: RE: [rt-users] RT_System opening tickets?


On Tue, 22 Jan 2002, Rafael Corvalan wrote:

> The ticket will be reopened, great.
> But take a look at this use case (common, at least here):
>
> I resolve a case (I was the owner). 2 days later, I'm in holiday. The 
> Requestor reopens the ticket sending a mail, saying the problem is 
> still there. The ticket is reopened (using you new Scrip or using the 
> current feature), but since it's owned by someone that is in 
> holliday... noone in the help desk staff will receive a notification 
> (provided I have a Scrip that send an e-mail to the owner on 
> correspondance).
> >From my point of view it's not a simple issue...

Urm.  You don't have a scrip:

	OnCorrespond NotifyAdminCcs with template Correspondence

?

That one (suggested by default) notifies all AdminCcs, irrespective of
who owns the ticket.  At least in our situation, it would be very bad
for our ticketing system to only notify the Owners, particularly when
the Owner might not be checking email for the next month.

All that my suggestion does (or should do) is reopen the ticket if
required.


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




From Kendric.Beachey at garmin.com  Tue Jan 22 10:31:00 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Tue, 22 Jan 2002 09:31:00 -0600
Subject: [rt-users] RT_System opening tickets?
Message-ID: <200201221531.JAA15831@dresden.garmin.com>

Is RT meant to keep track of when people are on vacation?  :-)

You could set up your e-mail client (or procmail, or whatever) with a
vacation rule that picks up any incoming mail from RT and forwards it to
someone else.

> -----Original Message-----
> From: Rafael Corvalan [mailto:Rafael.Corvalan at linkvest.com]
> Sent: Tuesday, January 22, 2002 9:19 AM
> To: Bruce Campbell
> Cc: RT Users
> Subject: RE: [rt-users] RT_System opening tickets?
> 
> 
> Hello all,
> 
> The ticket will be reopened, great.
> But take a look at this use case (common, at least here):
> 
> I resolve a case (I was the owner). 2 days later, I'm in holiday. The
> Requestor reopens the ticket sending a mail, saying the 
> problem is still
> there.
> The ticket is reopened (using you new Scrip or using the current
> feature), but since it's owned by someone that is in holliday... noone
> in the help desk staff will receive a notification (provided I have a
> Scrip that send an e-mail to the owner on correspondance).
> From my point of view it's not a simple issue...
> 
> Any ideas?
> Rafael
> 
> PS: In your code, the user that re-open the ticket is the 
> user that send
> the correspondance isn't it?. Am I wrong saying that this 
> user could not
> the right to do so? (that's why the current code to the 
> change using the
> RT_System user?)
> 
> 
> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com] 
> Sent: vendredi, 11. janvier 2002 20:16
> To: Bruce Campbell
> Cc: RT Users
> Subject: Re: [rt-users] RT_System opening tickets?
> 
> 
> Without running that code, yeah, it looks like it would work.
> 
> On Fri, Jan 11, 2002 at 07:24:20PM +0100, Bruce Campbell wrote:
> > On Fri, 11 Jan 2002, Jesse Vincent wrote:
> > 
> > > RT automatically opens tickets when you start doing things like 
> > > adding new updates to them. (And yes, in the distant future, this 
> > > should all be done with Scrips, rather than hard-coded)
> > 
> > OnCorrespond ReOpenTicket with template Blank ?
> > 
> > Hrm, would the following work (as RT::Action::ReOpenTicket) ?
> > 
> > ( brief sideline in trying to stop from going mad on other matters )
> > 
> > -- 
> >                              Bruce Campbell
> RIPE
> >
> NCC
> >                                                                  
> > Operations
> > 
> > 	# Copyright guff - 2002  Bruce Campbell
> (bruce_campbell at ripe.net)
> > 	package RT::Action::ReOpenTicket;
> > 	require RT::Action::Generic;
> > 
> > 	@ISA = qw(RT::Action::Generic);
> > 
> > 	=head1 NAME
> > 
> > 	RT::Action::ReOpenTicket - An Action to re-open a ticket if two
> > 	conditions are met - correspondence has come in, and the ticket
> > 	is marked as resolved.
> > 
> > 	=head1 SYNOPSIS
> > 
> > 	require RT::Action::ReOpenTicket;
> > 	@ISA = qw(RT::Action::ReOpenTicket);
> > 
> > 	=head1 DESCRIPTION
> > 
> > 	This only affects tickets which are resolved.  Tickets with any
> > 	other status stay that way.
> > 
> > 	Does not send email when this happens.  In Scrip terms, this is:
> > 
> > 		OnCorrespond ReOpenTicket with template Blank
> > 
> > 	=begin testing
> > 
> > 	ok (require RT::TestHarness);
> > 	ok (require RT::Action::Generic);
> > 
> > 	=end testing
> > 
> > 	=head1 AUTHOR
> > 
> > 	Bruce Campbell <bruce_campbell at ripe.net>
> > 
> > 	=head1 SEE ALSO
> > 
> > 	perl(1), RT
> > 
> > 	=cut
> > 
> > 	# Prepare ourselves.  Check if this ticket is resolved.
> > 	sub Prepare {
> > 		my $self = shift;
> > 
> > 		my $retval = 0;
> > 		if( $self->TicketObj ){
> > 			if( $self->TicketObj->Status =~ /resolve/i ){
> > 				$retval = 1;
> > 			}
> > 		}else{
> > 			$RT::Logger->warning("No ticket object handed to
> $self\n");
> > 		}
> > 		return( $retval );
> > 	}
> > 
> > 	# Open the ticket.
> > 	sub Commit {
> > 
> > 		my $self = shift;
> > 		my $retval = 0;
> > 		if( $self->TicketObj ){
> > 			# Let this module be reused if we want to do
> something
> > 			# else with it.
> > 			my $action = $self->Argument || "open";
> > 
> > 			# SetStatus takes care of current user etc.
> > 			$retval = $self->TicketObj->SetStatus( $action
> );
> > 		}else{
> > 			$RT::Logger->warning("No ticket object handed to
> $self\n");
> > 		}
> > 		return( $retval );
> > 	}
> > 
> > 
> > 
> 
> -- 
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com 
http://lists.fsck.com/mailman/listinfo/rt-users

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



From bruce_campbell at ripe.net  Tue Jan 22 11:05:51 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 22 Jan 2002 17:05:51 +0100 (CET)
Subject: [rt-users] RT_System opening tickets?
In-Reply-To: <B45465FD9C23D21193E90000F8D0F3DF01AF1FE1@mailsrv.linkvest.com>
Message-ID: <Pine.LNX.4.44.0201221632020.19787-100000@x22.ripe.net>

On Tue, 22 Jan 2002, Rafael Corvalan wrote:

> Hello,
> Ye, I understand the purpose of your action (only reopening the ticket).
>
> I our RT installation, I haven't the scrip you suggested since I don't
> want every queue AdminCC be notified for every correspondance on every
> ticket... If someone goes on holidays, he must reassign all his tickets
> and receiving all the correspondance is not good for us. Suppose I
> receive a mail notifying me of a new mail on a ticket that I don't own.
> How can I say "OK, it Bob's ticket but he's on holiday, I take the
> correspondance?". Somewhat complex and I think a lot of correspondance
> would be lost...

> In my configuration I have:
>
> OnCreate NotifyAllWatchers...
> OnCorrespondance NotifyOwner...

Hrm.  This is really a local administration issue, specific to your way of
doing things (ie, its not a problem with RT itself, just how you've got it
set up).

At the moment, you are depending on some external action (reassiging the
Owner) when someone goes on holiday.  Fine, if it works, you're home-free.
If it doesn't (as these things normally don't ;) ), you're in a bit of a
bind.

Assuming that you have a reliable system of detecting whether someone is
on holidays, you could do something like (replacing NotifyOwner):

	OnCorrespond NotifyOwnerOrAllIfOnHols using template Correspondence

The intended behaviour is that if Correspondence comes in on a ticket
while the Owner is on holidays, *all* AdminCcs will get it, with the
assumption that one of these will Steal the Ticket away from the previous
Owner so your Customer keeps getting interaction.

( If they don't Steal it away, then everyone will keep on getting the
  Correspondence while the Owner is on holidays )

As for what NotifyOwnerOrAllIfOnHols does, I'd suggest copying Notify.pm,
putting the required code in SetReceipients(), and Bob's your Auntie's
Live-In Lover.

Code snippet for SetReceipients below, you have to write your own
IsOnHolidays() routine to put in the module.

Regards,

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

    if ( ($arg =~ /\bOwner\b/) &&
         ($self->TicketObj->OwnerObj->id != $RT::Nobody->id) ) {
        my @additionals = ();
        if( $self->IsOnHolidays( $self->TicketObj->OwnerObj->EmailAddress ) ){
	    # The owner is on holidays.  Notify everyone
	    push(@additionals, @{$self->TicketObj->AdminCc->Emails});
	    push(@additionals, @{$self->TicketObj->QueueObj->AdminCc->Emails});
	}
        # If we're not sending to Ccs or requestors,
        # then the Owner can be the To.
        if (@To) {
            push(@Bcc, $self->TicketObj->OwnerObj->EmailAddress);
	    push(@Bcc, @additionals) if( defined( @additionals ) );
        }
        else {
            push(@To, $self->TicketObj->OwnerObj->EmailAddress);
	    push(@To, @additionals) if( defined( @additionals ) );
        }







From bruce_campbell at ripe.net  Tue Jan 22 12:04:34 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 22 Jan 2002 18:04:34 +0100 (CET)
Subject: [rt-users] RT_System opening tickets?
In-Reply-To: <200201221531.JAA15831@dresden.garmin.com>
Message-ID: <Pine.LNX.4.44.0201221754040.19787-100000@x22.ripe.net>

On Tue, 22 Jan 2002, Beachey, Kendric wrote:

> Is RT meant to keep track of when people are on vacation?  :-)
>
> You could set up your e-mail client (or procmail, or whatever) with a
> vacation rule that picks up any incoming mail from RT and forwards it to
> someone else.

Thats no fun!

The other problem from our experience is that people may not set up a mail
filtering to actually forward the message onwards, or to autoreply when
they're on holidays.  Hence, our ticketing systems will mail all admins
for that queue, and not just the owner of the ticket.

As we have a personnel department, they keep track of holidays, and make
sure that the data is available in a parseable form; only thing we do with
said parseable data atm is run a web script over it ;)


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




From rickford at ufl.edu  Tue Jan 22 14:13:26 2002
From: rickford at ufl.edu (Rick Ford)
Date: Tue, 22 Jan 2002 14:13:26 -0500
Subject: [rt-users] Unable to logout + SelfService problems
Message-ID: <5.1.0.14.0.20020122135558.00b12ac8@imap.grove.ufl.edu>

When logged in to a non-privileged account, I can see my list of open & new 
tickets, but none of the links from the page seem to work.  If I  click on 
*any* link on the page, it changes the URL, but the same page displays.

This includes the Logout link.

I have checked the browser cache settings, it is set to not cache pages.

Using: rt 2.0.11
         psql 7.1.2
         apache 1.3.22

What could cause this, and how do I make it work?

Thanks,

-Rick


Rick Ford
rickford at ufl.edu
Technical Coordinator, CITT




From peter at popovich.net  Tue Jan 22 14:35:26 2002
From: peter at popovich.net (Peter E. Popovich)
Date: Tue, 22 Jan 2002 11:35:26 -0800
Subject: [rt-users] Problem when resolving a request
References: <577066326047D41180AC00508B955DDA05B8CAFA@eestqnt104.es.eu.ericsson.se>
Message-ID: <00b901c1a37b$f14b66c0$3900a8c0@POPOVICH>

> I have installed RT recently and it is now in test period. I have one
problem, when a request is resolved the requestor receive a link to the
request.
>
> The requestor cannot access RT, what is logical as the requestor usually
is not authorized to do this. Is there any way to send the requestor
directly the answer to his problem instead of sending the link?
>
> If this is not possible, do you have any idea to solve this?

That message is being sent by the OnResolve scrip action.

If you want an automated stock "This ticket has been resolved" message sent
when the ticket status is set to resolve, leave the scrip in place, but
instead use a new template or edit the existing template to fit your needs.

If you want the person closing a ticket to send a tailored message when they
resolve a ticket, then you probably want to delete the OnResolve scrip, and
train your staff to resolve a ticket only after sending a reply to the
ticket.

This is, after all, the reason you can configure scrips and templates on a
global or queue basis. In some settings, it makes sense to have an automated
message sent on ticket closure. In others, it doesn't, but it still makes
sense for a human to send a reply.




From rickford at ufl.edu  Tue Jan 22 14:45:12 2002
From: rickford at ufl.edu (Rick Ford)
Date: Tue, 22 Jan 2002 14:45:12 -0500
Subject: [rt-users] Unable to logout + SelfService problems
In-Reply-To: <Pine.LNX.4.21.0201222036350.27616-100000@pleiades.domenca.
 com>
References: <5.1.0.14.0.20020122135558.00b12ac8@imap.grove.ufl.edu>
Message-ID: <5.1.0.14.0.20020122144229.02a21008@imap.grove.ufl.edu>

At 02:37 PM 1/22/2002, Alesh Mustar wrote:
>Which browser are you using? Are you using a proxy?

I have seen the problem in Netscape 6.2, IE 5.5 & Opera 6 all running under 
Win2k.

>Have you checked apache logs for anything suspicious?

Well, someone has been trying to access cmd.exe on my Linux server, but 
there are no log entries that appear relevant to RT.


Rick Ford
rickford at ufl.edu
Technical Coordinator, CITT




From purp at wildbrain.com  Tue Jan 22 14:50:07 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 22 Jan 2002 11:50:07 -0800
Subject: [rt-users] trouble in using the RT command line tools
In-Reply-To: <3C4C3C06.DD090304@kuehne-nagel.com>
References: <Pine.LNX.4.31.0201111934340.23554-100000@x22.ripe.net> 
	<3C4C3C06.DD090304@kuehne-nagel.com>
Message-ID: <1011729007.12028.4.camel@labyrinth.wildbrain.com>

On Mon, 2002-01-21 at 08:04, Frank Rutzen wrote:
> Tried to use the rt2/bin/rt to access my tickets.
> 
> and the result is:
> frank at discovery:/opt/rt2/bin > rt
> Can't do setuid

I think you have to run it as root so that you're allowed to use the
setuid command. Otherwise, your box may be configured not to run
setuid/setgid scripts.

Those are my two leading guesses. =]

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




From jesse at bestpractical.com  Tue Jan 22 15:14:09 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 22 Jan 2002 15:14:09 -0500
Subject: [rt-users] trouble in using the RT command line tools
In-Reply-To: <1011729007.12028.4.camel@labyrinth.wildbrain.com>; from purp@wildbrain.com on Tue, Jan 22, 2002 at 11:50:07AM -0800
References: <Pine.LNX.4.31.0201111934340.23554-100000@x22.ripe.net> <3C4C3C06.DD090304@kuehne-nagel.com> <1011729007.12028.4.camel@labyrinth.wildbrain.com>
Message-ID: <20020122151409.J3768@fsck.com>

This is in the FAQ. your copy of perl isn't built with setuid/segid support.

	-jesse



On Tue, Jan 22, 2002 at 11:50:07AM -0800, Jim Meyer wrote:
> On Mon, 2002-01-21 at 08:04, Frank Rutzen wrote:
> > Tried to use the rt2/bin/rt to access my tickets.
> > 
> > and the result is:
> > frank at discovery:/opt/rt2/bin > rt
> > Can't do setuid
> 
> I think you have to run it as root so that you're allowed to use the
> setuid command. Otherwise, your box may be configured not to run
> setuid/setgid scripts.
> 
> Those are my two leading guesses. =]
> 
> --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
> 

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



From btaylor at virata.com  Tue Jan 22 15:32:46 2002
From: btaylor at virata.com (Bryant Taylor)
Date: Tue, 22 Jan 2002 12:32:46 -0800
Subject: [rt-users] Auto Password
Message-ID: <8887DBC72799D511A2F50008C786016E15E191@spider.sc.virata.com>

Hi all,
 
I have installed 2.0.11 / apache /linux 7.2/ mysql:  Ok that should cover
it.
Now on to the question.  :-)
 
I noticed that in User.pm there is a fuction for auto-creating a password
for a user and sending them an email. But, I don't see any scrip or any
config option
In config.pm to use this?
 
Am I missing something? Did I not read enough?  
 
This is a feature that I would really like to use.. so anyone that could
help me out  I'll buy ya a beer!  :-) if your in Northern CA. If not, I'll
Send you an e-greeting.  LOL
 
Thanks
 
 
 
 
Bryant Taylor
 
 
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020122/e380f0f6/attachment.htm>

From jesse at bestpractical.com  Tue Jan 22 15:43:41 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 22 Jan 2002 15:43:41 -0500
Subject: [rt-users] Auto Password
In-Reply-To: <8887DBC72799D511A2F50008C786016E15E191@spider.sc.virata.com>; from btaylor@virata.com on Tue, Jan 22, 2002 at 12:32:46PM -0800
References: <8887DBC72799D511A2F50008C786016E15E191@spider.sc.virata.com>
Message-ID: <20020122154341.L3768@fsck.com>

That code isn't actively used by anything. It's library code I wrote with
an eye to doing just what you describe, but so far, I haven't found a client who's
interested in underwriting the work.

	-j

On Tue, Jan 22, 2002 at 12:32:46PM -0800, Bryant Taylor wrote:
> Hi all,
>  
> I have installed 2.0.11 / apache /linux 7.2/ mysql:  Ok that should cover
> it.
> Now on to the question.  :-)
>  
> I noticed that in User.pm there is a fuction for auto-creating a password
> for a user and sending them an email. But, I don't see any scrip or any
> config option
> In config.pm to use this?
>  
> Am I missing something? Did I not read enough?  
>  
> This is a feature that I would really like to use.. so anyone that could
> help me out  I'll buy ya a beer!  :-) if your in Northern CA. If not, I'll
> Send you an e-greeting.  LOL
>  
> Thanks
>  
>  
>  
>  
> Bryant Taylor
>  
>  
>  

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



From ian at assv.net  Tue Jan 22 17:14:47 2002
From: ian at assv.net (Ian D)
Date: 22 Jan 2002 22:14:47 +0000
Subject: [rt-users] Take & Open
Message-ID: <m2n0z6m3s8.fsf@dominatrix.lackflicka.nu>

I tried adding a new subrouting to RT/Ticket.pm. We use Take, then
Open very often, and I thought it would be nice to have a quick action
for it. This is the code:

sub TakeAndOpen {
    my $self = shift;
    my $ret = $self->Take();
    $ret .= $self->Open();
    return($ret);
}

Why isn't this working when I try to go to
Ticket.html?id=42&Action=TakeAndOpen ?
-- 
/Ian D
ian at assv.net




From purp at wildbrain.com  Tue Jan 22 16:24:19 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 22 Jan 2002 13:24:19 -0800
Subject: [rt-users] DB Schema Question
Message-ID: <1011734659.11982.52.camel@labyrinth.wildbrain.com>

Hello!

I was poking through the database schema the other day and noticed in
the users table that neither the "id" or "name" fields are required to
be unique, even though RT::User::Create() requires this. Also, it would
seem that "id" could be of type "serial" as well. 

Are these design choices? I'm guessing that they are and have to do with
schema compatibility over several database types (e.g. MySQL,
PostgreSQL, etc.)

Thanks!

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




From mwatson at netspace.net.au  Tue Jan 22 17:29:11 2002
From: mwatson at netspace.net.au (Mat)
Date: Wed, 23 Jan 2002 09:29:11 +1100
Subject: [rt-users] mysql vs pgsql (in regards to lock contention)
In-Reply-To: <PLEFLJAKBFLDJNLHNEPHKEJJCHAA.chris@hostorlando.com>
Message-ID: <IAECIBNIPGKFNINKNHNNEEGOCGAA.mwatson@netspace.net.au>

Hi,

 No really keen to try 4.0a , our rt2 system needs to be up alot, any idea
of the stablility of 4.0a? Do you know if ALL tables support row level? I
read somewhere about dbd tables supporting it.



> -----Original Message-----
> From: Chris Scott [mailto:chris at hostorlando.com]
> Sent: Tuesday, 22 January 2002 11:46 PM
> To: Matthew Watson
> Cc: rt-users at lists.fsck.com
> Subject: RE: [rt-users] mysql vs pgsql (in regards to lock contention)
>
>
> Hi Matthew,
>
> Sorry for a reply that doesn't directly answer your question, but...
>
> If you have the time/resources/desire/etc., you could try installing MySQL
> 4.0 alpha which supports row level locking and import your RT2
> database into
> it to see how it performs.  It seems like you could have 4.0 run on a
> different port and then change your config.pm to the new database,
> stop/start apache, and start some benchmarking.
>
> Chris
>
>
> > -----Original Message-----
> > From: rt-users-admin at lists.fsck.com
> > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Matthew Watson
> > Sent: Monday, January 21, 2002 11:06 PM
> > To: rt-users at lists.fsck.com
> > Subject: [rt-users] mysql vs pgsql (in regards to lock contention)
> >
> >
> > Hi.
> >
> >  Just wondering if anyone has done any tests regarding how mysql goes vs
> > pgsql with RT2, in particular in regards to locking.
> >
> >  I'm currently using mysql, which only seems to support table
> > level locking,
> > and this causes problems when all our staff and in and hitting RT2 hard.
> > pgsql supports row locking, which in theory, should have less locking
> > contention. Anyone tested this??
> >
> >  Anyone using pgsql on a system with a few staff members (we have 15-20
> > staff using rt2 at a time) getting these locking issues?
> >
> > Regards.
> > ----------------------------------------------
> > 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 mwatson at office.netspace.net.au  Tue Jan 22 18:44:09 2002
From: mwatson at office.netspace.net.au (Matthew Watson)
Date: Wed, 23 Jan 2002 10:44:09 +1100
Subject: [rt-users] mysql vs pgsql (in regards to lock contention)
In-Reply-To: <FCEEINDILJOBHBHAPOJPOEMICEAA.mwatson@office.netspace.net.au>
Message-ID: <FCEEINDILJOBHBHAPOJPCENDCEAA.mwatson@office.netspace.net.au>

Regarding this...

 Anyone tried mysql with InnoDB tables and RT2?  InnoDB supports
transactions and row locking (which is what I want) , so i'm not sure how
rt2 will handle is just slotted in? Anyone?

Mat.


> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Matthew Watson
> Sent: Tuesday, 22 January 2002 3:06 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] mysql vs pgsql (in regards to lock contention)
>
>
> Hi.
>
>  Just wondering if anyone has done any tests regarding how mysql goes vs
> pgsql with RT2, in particular in regards to locking.
>
>  I'm currently using mysql, which only seems to support table
> level locking,
> and this causes problems when all our staff and in and hitting RT2 hard.
> pgsql supports row locking, which in theory, should have less locking
> contention. Anyone tested this??
>
>  Anyone using pgsql on a system with a few staff members (we have 15-20
> staff using rt2 at a time) getting these locking issues?
>
> Regards.
> ----------------------------------------------
> 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 darrinw at nixc.net  Tue Jan 22 19:00:09 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Tue, 22 Jan 2002 19:00:09 -0500
Subject: [rt-users] mysql vs pgsql (in regards to lock contention)
In-Reply-To: <FCEEINDILJOBHBHAPOJPCENDCEAA.mwatson@office.netspace.net.au>; from mwatson@office.netspace.net.au on Wed, Jan 23, 2002 at 10:44:09AM +1100
References: <FCEEINDILJOBHBHAPOJPOEMICEAA.mwatson@office.netspace.net.au> <FCEEINDILJOBHBHAPOJPCENDCEAA.mwatson@office.netspace.net.au>
Message-ID: <20020122190009.K391@nixc.net>

  |+  Anyone tried mysql with InnoDB tables and RT2?  InnoDB supports
  |+ transactions and row locking (which is what I want) , so i'm not sure how
  |+ rt2 will handle is just slotted in? Anyone?

I can't comment on RT itself, but I have played with InnoDB tables with
other software that I have written in house just for that feature, and
saw no problems.  I didn't have to change any of my code, or make any
huge changes to the database itself, other than to compile InnoDB
support, and create the tables as InnoDB.

-darrin




From purp at wildbrain.com  Tue Jan 22 19:05:04 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 22 Jan 2002 16:05:04 -0800
Subject: [rt-users] Syncing Unix & RT Passwords
In-Reply-To: <20020122154341.L3768@fsck.com>
References: <8887DBC72799D511A2F50008C786016E15E191@spider.sc.virata.com> 
	<20020122154341.L3768@fsck.com>
Message-ID: <1011744304.12353.275.camel@labyrinth.wildbrain.com>

Howdy!

I don't know if it's interesting or useful to anyone else, but I wrote a
quick script (in Python -- please hold your groans until the end ;)
which runs through the "users" table of the database, renames users
whose accounts are email addresses in the local domain, and synchronizes
encrypted password strings for those users who have an identically named
UNIX account.

Things to consider in this solution: 
* Every user account for the local mail domain will end up with a
password they control. This is a good thing for us, but your site may
rely on the creation of accounts without passwords as a means of
obscuring the ticket system from internal users. 

* This script acts directly on the database; while I'm pretty sure I
guarded against bogus data making it in, I make no guarantees.

* The database stores simple crypted passwords; if you're using anything
else (e.g. MD5) I suspect you'll be out of luck. I haven't tested this
yet.

I wanted to write it in Perl, but I couldn't figure out how to properly
read a user from the database quickly enough. I'd be very open to
someone helping me figure that out; I'd much prefer an integrated
approach.

Cheers!

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




From pburkett at callatg.com  Tue Jan 22 19:41:40 2002
From: pburkett at callatg.com (Paul Burkett)
Date: Tue, 22 Jan 2002 16:41:40 -0800
Subject: [rt-users] Exim alias dilemma
Message-ID: <20020122164140.0e60756c.pburkett@callatg.com>

Hey, I followed the instructions that were listed in the helpful installation guide, but when I seem to send an email to a queue, it doesn't show up in the web interface. Does anybody know any reasons why? I'm using Exim and I copied and pasted the code from the guide in the correct locations of the exim.conf Any help would be greatly appreciated, thanks.

-- 
Paul Burkett
ATG Intern
http://www.red-fusion.org/



From purp at wildbrain.com  Tue Jan 22 20:04:35 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 22 Jan 2002 17:04:35 -0800
Subject: [rt-users] How to submit contrib scrips?
Message-ID: <1011747875.12028.310.camel@labyrinth.wildbrain.com>

Just curious; I'm starting to spend some time writing 'em and it seems a
shame to keep 'em to myself. Or at least I hope they're worth sharing.
=]

Cheers!

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




From purp at wildbrain.com  Tue Jan 22 20:07:10 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 22 Jan 2002 17:07:10 -0800
Subject: [rt-users] Debugging slowness?
Message-ID: <1011748030.12028.314.camel@labyrinth.wildbrain.com>

Hi!

We're using RT2.0.9 on Linux; the web server and database server are two
separate machines. We're noticing significant slowness in a database of
< 100 tickets, usually as lag between link-click and content drawing.

I want to debug this, but I'm not certain how to go about it. Any
suggestions or pointers to FM's I should R more closely? I've read the
online docs I could find ...

Thanks!

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




From jesse at bestpractical.com  Tue Jan 22 20:07:58 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 22 Jan 2002 20:07:58 -0500
Subject: [rt-users] How to submit contrib scrips?
In-Reply-To: <1011747875.12028.310.camel@labyrinth.wildbrain.com>; from purp@wildbrain.com on Tue, Jan 22, 2002 at 05:04:35PM -0800
References: <1011747875.12028.310.camel@labyrinth.wildbrain.com>
Message-ID: <20020122200758.B3768@fsck.com>

Send them to me, as a tarball with a readme both inside and outside the tarball.
I'll stick them in /contrib
	-j


On Tue, Jan 22, 2002 at 05:04:35PM -0800, Jim Meyer wrote:
> Just curious; I'm starting to spend some time writing 'em and it seems a
> shame to keep 'em to myself. Or at least I hope they're worth sharing.
> =]
> 
> Cheers!
> 
> --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
> 

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



From btaylor at virata.com  Tue Jan 22 20:09:42 2002
From: btaylor at virata.com (Bryant Taylor)
Date: Tue, 22 Jan 2002 17:09:42 -0800
Subject: [rt-users] Debugging slowness?
Message-ID: <8887DBC72799D511A2F50008C786016E15E195@spider.sc.virata.com>

Jim, have your tried tcpdump?

-----Original Message-----
From: Jim Meyer [mailto:purp at wildbrain.com] 
Sent: Tuesday, January 22, 2002 5:07 PM
To: Request Tracker Users Mailing List
Subject: [rt-users] Debugging slowness?

Hi!

We're using RT2.0.9 on Linux; the web server and database server are two
separate machines. We're noticing significant slowness in a database of
< 100 tickets, usually as lag between link-click and content drawing.

I want to debug this, but I'm not certain how to go about it. Any
suggestions or pointers to FM's I should R more closely? I've read the
online docs I could find ...

Thanks!

--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 purp at wildbrain.com  Tue Jan 22 21:06:43 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 22 Jan 2002 18:06:43 -0800
Subject: [rt-users] Debugging slowness?
In-Reply-To: <8887DBC72799D511A2F50008C786016E15E195@spider.sc.virata.com>
References: <8887DBC72799D511A2F50008C786016E15E195@spider.sc.virata.com>
Message-ID: <1011751603.11982.348.camel@labyrinth.wildbrain.com>

On Tue, 2002-01-22 at 17:09, Bryant Taylor wrote:
> Jim, have your tried tcpdump?

Yes, but inexpertly, I am sure. The only thing that I'm able to pin down
is that there's a conversation going on between the two (db & web) for
that whole time. It goes something like this:

17:35:10.993291 > istanbul.43712 > odin.wildbrain.com.4140: P
472345083:47234508
6(3) ack 480442392 win 63712 <nop,nop,timestamp 146492799 104077704>
(DF)
17:35:10.993291 < odin.wildbrain.com.4140 > istanbul.43712: . 1:1(0) ack
3 win 1
6080 <nop,nop,timestamp 104096590 146492799> (DF)
17:35:10.993291 < odin.wildbrain.com.4140 > istanbul.43712: P 1:4(3) ack
3 win 1
6080 <nop,nop,timestamp 104096590 146492799> (DF)
17:35:10.993291 > istanbul.43712 > odin.wildbrain.com.4140: . 3:3(0) ack
4 win 6
3712 <nop,nop,timestamp 146492799 104096590> (DF)
17:35:11.003291 > istanbul.43712 > odin.wildbrain.com.4140: P 3:24(21)
ack 4 win
 63712 <nop,nop,timestamp 146492800 104096590> (DF)

...and continues for about 5 seconds/~300 packets, after which I get
content. Unfortunately, that doesn't tell me much. Interestingly,
though, it's absolutely repeatable; if I hit "back" and "forward" in my
browser, the same pause happens.

I'm going to turn on debugging (tomorrow) and see if I get any time
related information to help me along.

Thanks!

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




From mwatson at office.netspace.net.au  Tue Jan 22 21:17:52 2002
From: mwatson at office.netspace.net.au (Matthew Watson)
Date: Wed, 23 Jan 2002 13:17:52 +1100
Subject: [rt-users] Debugging slowness?
In-Reply-To: <1011751603.11982.348.camel@labyrinth.wildbrain.com>
Message-ID: <FCEEINDILJOBHBHAPOJPOENECEAA.mwatson@office.netspace.net.au>

check you aren't getting any db issues.

Connect to mysql (i assume this is the database you are using)

and type "show processlist" just after you have submitted the page.

this will show what the database is doing.

Also have a look at "status", in particular, Slow queries. this will (by
default) be the number of
queries that have taken more than 10 seconds to process (including queries
that are locked I believe).
currently our database is running at less that .1% slow queries, and people
still complain about it being
slow sometimes :)

Make sure the database isn't writing tables to disk as it processes the
queries.. if it is, thats most likely your problem :) you need to allocate
more memory to mysql.

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jim Meyer
> Sent: Wednesday, 23 January 2002 1:07 PM
> To: Request Tracker Users Mailing List
> Subject: RE: [rt-users] Debugging slowness?
>
>
> On Tue, 2002-01-22 at 17:09, Bryant Taylor wrote:
> > Jim, have your tried tcpdump?
>
> Yes, but inexpertly, I am sure. The only thing that I'm able to pin down
> is that there's a conversation going on between the two (db & web) for
> that whole time. It goes something like this:
>
> 17:35:10.993291 > istanbul.43712 > odin.wildbrain.com.4140: P
> 472345083:47234508
> 6(3) ack 480442392 win 63712 <nop,nop,timestamp 146492799 104077704>
> (DF)
> 17:35:10.993291 < odin.wildbrain.com.4140 > istanbul.43712: . 1:1(0) ack
> 3 win 1
> 6080 <nop,nop,timestamp 104096590 146492799> (DF)
> 17:35:10.993291 < odin.wildbrain.com.4140 > istanbul.43712: P 1:4(3) ack
> 3 win 1
> 6080 <nop,nop,timestamp 104096590 146492799> (DF)
> 17:35:10.993291 > istanbul.43712 > odin.wildbrain.com.4140: . 3:3(0) ack
> 4 win 6
> 3712 <nop,nop,timestamp 146492799 104096590> (DF)
> 17:35:11.003291 > istanbul.43712 > odin.wildbrain.com.4140: P 3:24(21)
> ack 4 win
>  63712 <nop,nop,timestamp 146492800 104096590> (DF)
>
> ...and continues for about 5 seconds/~300 packets, after which I get
> content. Unfortunately, that doesn't tell me much. Interestingly,
> though, it's absolutely repeatable; if I hit "back" and "forward" in my
> browser, the same pause happens.
>
> I'm going to turn on debugging (tomorrow) and see if I get any time
> related information to help me along.
>
> Thanks!
>
> --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 travis.campbell at amd.com  Tue Jan 22 23:25:56 2002
From: travis.campbell at amd.com (Travis Campbell)
Date: Tue, 22 Jan 2002 22:25:56 -0600
Subject: [rt-users] Take & Open
In-Reply-To: <m2n0z6m3s8.fsf@dominatrix.lackflicka.nu>
References: <m2n0z6m3s8.fsf@dominatrix.lackflicka.nu>
Message-ID: <20020122222555.A19546@beast.amd.com>

On Tue, Jan 22, 2002 at 10:14:47PM +0000, Ian D wrote:
> I tried adding a new subrouting to RT/Ticket.pm. We use Take, then
> Open very often, and I thought it would be nice to have a quick action
> for it. This is the code:
> 
> sub TakeAndOpen {
>     my $self = shift;
>     my $ret = $self->Take();
>     $ret .= $self->Open();
>     return($ret);
> }
> 
> Why isn't this working when I try to go to
> Ticket.html?id=42&Action=TakeAndOpen ?

Why don't you just copy WebRT/html/Ticket/Elements/Tabs to
local/WebRT/html/Ticket/Elements/Tabs and modify the path used to
generate the URL for the Take link.

Change this:

        $actions->{'Take'} =    
          { 
           path => "Ticket/Display.html?Action=Take&Status=open&id=".$id,
           title => 'Take'
          };

to:


        $actions->{'Take'} =    
          { 
           path => "Ticket/Display.html?Action=Take&Status=open&id=".$id,
           title => 'Take'
          };

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 travis.campbell at amd.com  Tue Jan 22 23:46:44 2002
From: travis.campbell at amd.com (Travis Campbell)
Date: Tue, 22 Jan 2002 22:46:44 -0600
Subject: [rt-users] Take & Open
In-Reply-To: <20020122222555.A19546@beast.amd.com>
References: <m2n0z6m3s8.fsf@dominatrix.lackflicka.nu>
 <20020122222555.A19546@beast.amd.com>
Message-ID: <20020122224644.C19546@beast.amd.com>

Argh.  Damn typos.

On Tue, Jan 22, 2002 at 10:25:56PM -0600, Travis Campbell wrote:
>
> Why don't you just copy WebRT/html/Ticket/Elements/Tabs to
> local/WebRT/html/Ticket/Elements/Tabs and modify the path used to
> generate the URL for the Take link.
>
> Change this:
>
>         $actions->{'Take'} =
>           {
>            path => "Ticket/Display.html?Action=Take&Status=open&id=".$id,
>            title => 'Take'
>           };
>

WebRT/html/Ticket/Elements/Tabs (by default) contains:

         $actions->{'Take'} =
           {
            path => "Ticket/Display.html?Action=Take&id=".$id,
            title => 'Take'
           };

That'll teach me to not read before I post.  :-)

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 ian at assv.net  Wed Jan 23 04:21:19 2002
From: ian at assv.net (Ian D)
Date: 23 Jan 2002 09:21:19 +0000
Subject: [rt-users] Take & Open
In-Reply-To: <20020122222555.A19546@beast.amd.com>
References: <m2n0z6m3s8.fsf@dominatrix.lackflicka.nu>
	<20020122222555.A19546@beast.amd.com>
Message-ID: <m28zapmnhs.fsf@dominatrix.lackflicka.nu>

"Travis Campbell" <travis.campbell at amd.com> writes:

> Why don't you just copy WebRT/html/Ticket/Elements/Tabs to
> local/WebRT/html/Ticket/Elements/Tabs and modify the path used to
> generate the URL for the Take link.

Why do things the easy way? Thanks :-)

-- 
/Ian D
ian at assv.net




From remco at rc6.org  Wed Jan 23 05:32:14 2002
From: remco at rc6.org (Remco B. Brink)
Date: 23 Jan 2002 11:32:14 +0100
Subject: [rt-users] Exim alias dilemma
In-Reply-To: <20020122164140.0e60756c.pburkett@callatg.com>
References: <20020122164140.0e60756c.pburkett@callatg.com>
Message-ID: <m3vgdts6hd.fsf@rewt.rc6.org>

Paul Burkett <pburkett at callatg.com> writes:

> Hey, I followed the instructions that were listed in the helpful installation guide, but when I seem to send an email to a queue, it doesn't show up in the web interface. Does anybody know any reasons why? I'm using Exim and I copied and pasted the code from the guide in the correct locations of the exim.conf Any help would be greatly appreciated, thanks.

Can you show the code you added to your exim.conf?

Did you also add the correct aliases to your /etc/aliases file? 

An example. Mailing to rt at domain.com will generate a ticket in the
"general" queue:
  rt:         "|/local/rt2/bin/rt-mailgate --queue general --action correspond"
  rt-comment: "|/local/rt2/bin/rt-mailgate --queue general --action comment"

regards,
Remco

-- 
Remco B. Brink - Blyfri Productions AS Chief Tech Officer - http://blyfri.as
 Personal site at http://rc6.org -- PGP/GnuPG key at http://rc6.org/rbb.pgp

"Hey, I know this! This is Unix!" - Jurassic Park



From slm at getreal.co.uk  Wed Jan 23 12:29:01 2002
From: slm at getreal.co.uk (Steve Mansfield)
Date: Wed, 23 Jan 2002 17:29:01 -0000
Subject: [rt-users] MORE EXIM PROBLEMS
Message-ID: <02c101c1a433$729f1480$3300a8c0@romford.getrealnet.net>


Trying to install rt-1.0.7 onto RH7.1 which has Mysql 3.23.36 and Exim3.34
The install and the web are both fine........it's the mail that is doing my noodle in.
I have trawled through the mailing lists on both fsck.com and exim.org. There are loads of items but can i get ANY of the suggestions working???NO

We use an alias file which is located in /usr/local/exim/virtual/source/aliases.tracker.getrealsupport.co.uk
This contains an alias for a queue call getreal and looks like:
getreal:    "|/usr/loca/rt/bin/rt-mailgate getreal correspond"

The changes i've made to the exim configure file are too many to mention so i guess i'll just include the actual file. The latest was suggested by a friend who uses a similar setup to me.

The exim log says the following when i send mail to the queue:
[root at melinda source]# tail -f /var/spool/exim/log/mainlog 
2002-01-23 16:30:57 16TQIb-0006Co-00 <= slm at getreal.co.uk H=pamela.getrealnet.net (srv1.pamela.getrealnet.net) [212.90.32.71] U=root P=esmtp S=4859 id=025801c1a42b$be725f00$3300a8c0 at romford.getrealnet.net
2002-01-23 16:30:57 16TQIb-0006Co-00 <getreal at tracker.getrealsupport.co.uk>: rt_pipe transport output: Could not send mail :(
2002-01-23 16:30:57 16TQIb-0006Co-00 ** getreal at tracker.getrealsupport.co.uk D=rt T=rt_pipe: Child process of rt_pipe transport returned 9 from command: /usr/bin/perl
2002-01-23 16:30:57 16TQIb-0006Cv-00 <= <> R=16TQIb-0006Co-00 U=exim P=local S=5752
2002-01-23 16:30:57 16TQIb-0006Co-00 Error message sent to slm at getreal.co.uk
2002-01-23 16:30:57 16TQIb-0006Co-00 Completed

Now, this is different to the original failure message which reported:
2002-01-21 11:45:18 16Sct4-0004st-00 <= slm at getreal.co.uk H=pamela.getrealnet.net (srv1.pamela.getrealnet.net) [212.90.32.71] U=root P=esmtp S=4851 id=00e601c1a271$
9af47240$3300a8c0 at romford.getrealnet.net
2002-01-21 11:45:18 16Sct4-0004st-00 ** |"/usr/local/rt/bin/rt-mailgate root correspond" <rt at tracker.getrealsupport.co.uk> D=system_aliases T=address_pipe: Child pr
ocess of address_pipe transport returned 69 (could mean service or program unavailable) from command: "/usr/local/rt/bin/rt-mailgate root correspond"
2002-01-21 11:45:18 16Sct4-0004sy-00 <= <> R=16Sct4-0004st-00 U=exim P=local S=5892

Just at the stage where all my staff are going to get thrown out of the window and high octaine coffee no longer has the desired effect. 

Regards 

Steve Mansfield
Technical Manager
slm at getreal.co.uk
www.getreal.co.uk

Real Data Services Ltd 117-119 Marlborough Road Romford Essex RM7 8AP
[Office] +44 [0] 1708 704433 [Fax] +44 [0] 1708 748859  [Mobile] +44 [0] 7973 864677 
 
www.be-an-isp.com  www.isdn4free.co.uk http://signup.getreal.co.uk

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

 The information contained in this E-mail is confidential and solely for the intended
 addressee(s). Unauthorised reproduction, disclosure, modification, and/or distribution
 of this email may be unlawful. If you have received this email in error, please notify
 the sender immediately and delete it from your system. 

 Real Data Services does not accept legal responsibility for the contents of this message
 if it has reached you via the Internet, as Internet communications are not secure.
 Any opinions expressed are those of the author and are not necessarily endorsed by the
 Real Data Services.

 Recipients are advised to apply their own virus checks to this message on delivery.

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

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020123/e42f579a/attachment.htm>

From remco at rc6.org  Wed Jan 23 12:28:28 2002
From: remco at rc6.org (Remco B. Brink)
Date: 23 Jan 2002 18:28:28 +0100
Subject: [rt-users] MORE EXIM PROBLEMS
In-Reply-To: <02c101c1a433$729f1480$3300a8c0@romford.getrealnet.net>
References: <02c101c1a433$729f1480$3300a8c0@romford.getrealnet.net>
Message-ID: <m3zo35rn7n.fsf@rewt.rc6.org>

"Steve Mansfield" <slm at getreal.co.uk> writes:

> Trying to install rt-1.0.7 

Wjy 1.0.7? Why not RT2 or even the CVS version of RT2?

> onto RH7.1 which has Mysql 3.23.36 and Exim3.34
> 
> The install and the web are both fine........it's the mail that is doing my noodle in.
> 
> I have trawled through the mailing lists on both fsck.com and exim.org. There are loads of
> items but can i get ANY of the suggestions working???NO

No need to shout, we know how frustrating it can be not to be able to
get things to work the way you want them to work.
 
> We use an alias file which is located in
> /usr/local/exim/virtual/source/aliases.tracker.getrealsupport.co.uk
> 
> This contains an alias for a queue call getreal and looks like:
> 
> getreal:??? "|/usr/loca/rt/bin/rt-mailgate getreal correspond"
> 
> ?
> 
> The changes i've made to the exim configure file are too many to mention so i guess i'll just
> include the actual file. The latest was suggested by a friend who uses a similar setup to me.
> 
> ?
> 
> The exim log says the following when i send mail to the queue:
 
<snip error>

Does RT work apart from the email queue?
Do you get any error messages from Perl scripts associated with RT? 
(If rt-1.0.7 has it), does the "make fixdeps" tell you all necessary
RT packages are installed?


<snip 37 (!) lines of email signature>

regards,
Remco Brink

-- 
Remco B. Brink - Blyfri Productions AS Chief Tech Officer - http://blyfri.as
 Personal site at http://rc6.org -- PGP/GnuPG key at http://rc6.org/rbb.pgp




From marc at precipice.org  Wed Jan 23 14:31:56 2002
From: marc at precipice.org (Marc Hedlund)
Date: Wed, 23 Jan 2002 11:31:56 -0800 (PST)
Subject: [rt-users] Feature request: do not auto-reopen option
Message-ID: <Pine.LNX.4.21.0201231120120.7310-100000@crankshaft.bitmechanic.com>

This might seem like a trivial or pointless request, but I would like the
ability to have a "do not auto-reopen" on resolved tickets for some
queues.  

The use case is this: we use RT for some kinds of queues that have "final
answers" -- for instance, job applications.  Requestors will often reply
to these final answers with messages that do not require further action --
for instance, "thanks for considering me..." etc.  

How I might see it implemented: have "OnCorrespondToResolvedTicket" be a
scrip condition, and "OpenTicket", "Ignore", and "AutoReply" be scrip
actions.

Marc Hedlund 
e: marc at precipice dot org




From joseph.l.hill at Dartmouth.EDU  Wed Jan 23 14:42:19 2002
From: joseph.l.hill at Dartmouth.EDU (Joseph L. Hill)
Date: Wed, 23 Jan 2002 14:42:19 -0500
Subject: [rt-users] rt options
Message-ID: <274130000.1011814939@localhost>

rt is so sweet and this list is great, I've learned alot, I hope my 
question isn't something obvious, thanks in advance for your comments.

We would like to have the capability of changing the reply-to field so we 
can change the requestor manually (to deal with auto-generated forwarded 
messages) Whats the best way to do that?

Also, is it possible to enable cc/bcc fields for manual entry?

We want to start using stastical reports for time spent/response time, 
recurring problems et al. Is there a plug in for this? I remember reading 
about it but can't find where I read it.

Thanks!
-joe


---------------------------
joseph.l.hill at dartmouth.edu
(603) 646-0387
---------------------------



From jesse at bestpractical.com  Wed Jan 23 15:31:59 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 23 Jan 2002 15:31:59 -0500
Subject: [rt-users] Feature request: do not auto-reopen option
In-Reply-To: <Pine.LNX.4.21.0201231120120.7310-100000@crankshaft.bitmechanic.com>; from marc@precipice.org on Wed, Jan 23, 2002 at 11:31:56AM -0800
References: <Pine.LNX.4.21.0201231120120.7310-100000@crankshaft.bitmechanic.com>
Message-ID: <20020123153159.J3768@fsck.com>

For 2.2, it's my intent to make this a Scrip-configurable action.


On Wed, Jan 23, 2002 at 11:31:56AM -0800, Marc Hedlund wrote:
> 
> This might seem like a trivial or pointless request, but I would like the
> ability to have a "do not auto-reopen" on resolved tickets for some
> queues.  
> 
> The use case is this: we use RT for some kinds of queues that have "final
> answers" -- for instance, job applications.  Requestors will often reply
> to these final answers with messages that do not require further action --
> for instance, "thanks for considering me..." etc.  
> 
> How I might see it implemented: have "OnCorrespondToResolvedTicket" be a
> scrip condition, and "OpenTicket", "Ignore", and "AutoReply" be scrip
> actions.
> 
> Marc Hedlund 
> e: marc at precipice dot org
> 
> 
> _______________________________________________
> 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 bruce_campbell at ripe.net  Wed Jan 23 15:56:53 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 23 Jan 2002 21:56:53 +0100 (CET)
Subject: [rt-users] DB Schema Question
In-Reply-To: <1011734659.11982.52.camel@labyrinth.wildbrain.com>
Message-ID: <Pine.LNX.4.44.0201232151080.19787-100000@x22.ripe.net>

On 22 Jan 2002, Jim Meyer wrote:

> I was poking through the database schema the other day and noticed in
> the users table that neither the "id" or "name" fields are required to
> be unique, even though RT::User::Create() requires this. Also, it would
> seem that "id" could be of type "serial" as well.

Urm, read http://www.mysql.com/doc/C/R/CREATE_TABLE.html lately ?  id is
primary (uniq) key, and any NULLage you see there is to do auto_increment
properly.  'name' is also defined as a uniq key.

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




From rt2trouble at morben.ca  Wed Jan 23 19:10:59 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Wed, 23 Jan 2002 16:10:59 -0800
Subject: [rt-users] Problems creating queues
Message-ID: <200201240011.g0O0BM116242@buffy.pacificcoast.net>

RT2 is the best, and I just got the green light to finalize RT2 and setup some users/queues..
I can make users with almost no issues, but when I try and create new queues, I get the following error:

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: ?
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.

--- Now this came up before, but after reloading my browser I was able to create another queue so I assumed it was a client issue.
Currently no matter what I try, I always get the error and cannot add any more queues. 
I currently have 2 queues and need to add atleast 3 more. Can someone suggest a fix and save me alot of time poking around?

Thanks!



From dane at al.com.au  Wed Jan 23 18:43:26 2002
From: dane at al.com.au (Dane Rapaport)
Date: Thu, 24 Jan 2002 10:43:26 +1100
Subject: [rt-users] Problems creating queues
References: <200201240011.g0O0BM116242@buffy.pacificcoast.net>
Message-ID: <02Jan24.115234est.115214@gateway.al.com.au>

You will find that it is a problem with the buggy version of perl that you are running on your box.
I had installed a testbed of rt2-0-8 and everything was working fine for me (with perl 5.6.0)
then i upgraded my testbed to rt2-0-9 and everything fell apart.

I got similar errors to those you are encountering. I upgraded my perl to 5.6.1 and rt2 stopped functioning totally and apache
stopped working as well even though 'make testdeps' reported that I had met all the dependencies required.

After much browbeating and troubleshooting  and stress (I had a deadline for final implementation) , I decided to try downgrading my
perl version.
(I was running 5.6.0r17) and I downgraded it to 5.6.0r12 and it all worked.

Its not the smartest idea to be downgrading your perl (unless its something of a necessity which it was for me due to deadline) so I
suggest that you upgrade to 5.6.1
and run 'make fixdeps' to make sure that  all your perl modules are there for the new implementation of perl and you should be right
as rain.

Hope this helps
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 purp at wildbrain.com  Wed Jan 23 20:49:23 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 23 Jan 2002 17:49:23 -0800
Subject: [rt-users] DB Schema Question
In-Reply-To: <Pine.LNX.4.44.0201232151080.19787-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0201232151080.19787-100000@x22.ripe.net>
Message-ID: <1011836964.25591.33.camel@labyrinth.wildbrain.com>

On Wed, 2002-01-23 at 12:56, Bruce Campbell wrote:
> Urm, read http://www.mysql.com/doc/C/R/CREATE_TABLE.html lately ?  id is
> primary (uniq) key, and any NULLage you see there is to do auto_increment
> properly.  'name' is also defined as a uniq key.

My bad. I should have specified that I was looking at a PostgreSQL
version; here's what I see when I look:

rt2=# \d users       
                                            Table "users"
       Attribute       |           Type           |                    
Modifier                     
-----------------------+--------------------------+--------------------------------------------------
 id                    | integer                  | not null default
nextval('"users_id_seq"'::text)
 name                  | character varying(120)   | not null
 password              | character varying(40)    | 
 comments              | text                     | 
 signature             | text                     | 
 emailaddress          | character varying(120)   | 
 freeformcontactinfo   | text                     | 
 organization          | character varying(200)   | 
 privileged            | integer                  | 
 realname              | character varying(120)   | 
 nickname              | character varying(16)    | 
 lang                  | character varying(16)    | 
 emailencoding         | character varying(16)    | 
 webencoding           | character varying(16)    | 
 externalcontactinfoid | character varying(100)   | 
 contactinfosystem     | character varying(30)    | 
 externalauthid        | character varying(100)   | 
 authsystem            | character varying(30)    | 
 gecos                 | character varying(16)    | 
 homephone             | character varying(30)    | 
 workphone             | character varying(30)    | 
 mobilephone           | character varying(30)    | 
 pagerphone            | character varying(30)    | 
 address1              | character varying(200)   | 
 address2              | character varying(200)   | 
 city                  | character varying(100)   | 
 state                 | character varying(100)   | 
 zip                   | character varying(16)    | 
 country               | character varying(50)    | 
 creator               | integer                  | 
 created               | timestamp with time zone | 
 lastupdatedby         | integer                  | 
 lastupdated           | timestamp with time zone | 
 disabled              | smallint                 | not null default 0
Indices: users1,
         users2,
         users3,
         users4,
         users_pkey


It's got to be my ignorance showing. I'll go R some FMs and see if I can
figure it out.

Thanks!

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




From francisv at dagupan.com  Thu Jan 24 02:13:22 2002
From: francisv at dagupan.com (francisv at dagupan.com)
Date: Thu, 24 Jan 2002 15:13:22 +0800
Subject: [rt-users] Can't locate RT/Mason.pm
Message-ID: <10F29E27A956D511B0940050DA8D86A9340E25@apmail.dagupan.com>

Hi,

I got this error message while trying to access the index.html file of RT2:

[Thu Jan 24 06:45:33 2002] [error] Can't locate RT/Mason.pm in @INC (@INC
contains: /usr/local/lib/site_perl/5.00503/i386-freebsd
/usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503
/usr/local/lib/perl5/site_perl/5.005/i386-freebsd
/usr/local/lib/perl5/site_perl/5.005 . /usr/local/ /usr/local/lib/perl) at
(eval 4) line 3.

I couldn't find RT/Mason.pm anywhere :(

---
 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 toni.willberg at atbusiness.com  Thu Jan 24 03:39:35 2002
From: toni.willberg at atbusiness.com (Toni Willberg)
Date: 24 Jan 2002 10:39:35 +0200
Subject: [rt-users] Changing next available ticket number from database?
Message-ID: <1011861575.3159.106.camel@toniw.in.atbusiness.com>

Moi!

I have finished testing RT in our environment and it's time to start
really using it. (It rocks!)

RT test ticket numbers go around #50 at the moment in my test
environment. Our old system however is going near #5000. 

I want migration to be as easy as possible for clients so I will have
same kind of format for email subject lines as previous system had.
Because of this I need to set RT so that it starts numbering from #10000
or something. 

This also helps our support because you can tell if the request is found
from old or new system from the number.

So where does RT keep count which ticket number is next and how to
change it. And is it even safe to change it? :)


Yours,

 Toni







From sw-lists at onyx.net  Thu Jan 24 03:47:03 2002
From: sw-lists at onyx.net (Simon Woodward)
Date: 24 Jan 2002 08:47:03 +0000
Subject: [rt-users] Serious problem, mails still not being sent
In-Reply-To: <Pine.LNX.4.44.0201211546520.19787-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0201211546520.19787-100000@x22.ripe.net>
Message-ID: <1011862024.5737.99.camel@brockrigg.onyx.net>

> Unfortunately, I suspect that if you cannot replicate the problem (as per
> Jesse's reply), providing a fix is somewhat difficult.

Replicating it has always been a problem, since it is so few its only
when we get a complaint we have known about it.

This said, I do now have at least one ticket that never gets any replies
sent ... however nothing appears in the RT debug logs (or certainly that
ticket number does not appear anywhere) and nothing appears in the qmail
logs, so the ticket system isn't even trying.

I have just had my attention drawn to a second one, which has been the
first complete one since I have enabled debugging (ie from the arrival
of the ticket) ... all I have for this one in the RT debug logs is:

root at cropton:/var/log/rt# grep 4181 * 
rt.log.12170.101:Found a ticket ID. It's 4181Use of uninitialized value
in join at /usr/local/rt2/lib/RT/Ticket.pm line 1182, <STDIN> line 30.
rt.log.12334.101:Found a ticket ID. It's 4181Use of uninitialized value
in join at /usr/local/rt2/lib/RT/Ticket.pm line 1182, <STDIN> line 28.
rt.log.12449.101:Found a ticket ID. It's 4181Use of uninitialized value
in join at /usr/local/rt2/lib/RT/Ticket.pm line 1182, <STDIN> line 27.
rt.log.12837.101:Found a ticket ID. It's 4181Use of uninitialized value
in join at /usr/local/rt2/lib/RT/Ticket.pm line 1182, <STDIN> line 26.
rt.log.12883.101:Found a ticket ID. It's 4181Use of uninitialized value
in join at /usr/local/rt2/lib/RT/Ticket.pm line 1182, <STDIN> line 28.

and that is it ... no replies, nothing in qmail logs, nothing received
by customer.
 
> Obvious questions would be, is there anything obviously wrong with the
> customer's email address (charset odd, non-resolving hostname etc), have
> you checked the systems syslog files for any error messages that sendmail
> might be generating (etc).

There is nothing wrong with the charset or the email address, this would
have been clear, I would also have expected an attempted delivery
(unless RT has some checks to prevent it sending out malformed addresses
to the MTA) however there is nothing. 

Nothing appears in the qmail logs or any of the system logs.

:-(

Simon.




From sw-lists at onyx.net  Thu Jan 24 04:27:22 2002
From: sw-lists at onyx.net (Simon Woodward)
Date: 24 Jan 2002 09:27:22 +0000
Subject: [rt-users] Serious problem, mails still not being sent update #2
In-Reply-To: <Pine.LNX.4.44.0201211546520.19787-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0201211546520.19787-100000@x22.ripe.net>
Message-ID: <1011864442.5790.106.camel@brockrigg.onyx.net>

The problem is definatley related to the specific ticket and not the
address.

I have tested the following:

Reply on broken ticket : same problem
Add a second requester : same problem
Delete original requester, leave new one : same problem
Create new ticket and merge old to new then reply : works

Go figure ? :-)

Simon.




From bruce_campbell at ripe.net  Thu Jan 24 05:02:05 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 24 Jan 2002 11:02:05 +0100 (CET)
Subject: [rt-users] Serious problem, mails still not being sent
In-Reply-To: <1011862024.5737.99.camel@brockrigg.onyx.net>
Message-ID: <Pine.LNX.4.44.0201241053540.19787-100000@x22.ripe.net>

On 24 Jan 2002, Simon Woodward wrote:

> > Unfortunately, I suspect that if you cannot replicate the problem (as per
> > Jesse's reply), providing a fix is somewhat difficult.
>
> Replicating it has always been a problem, since it is so few its only
> when we get a complaint we have known about it.
>
> This said, I do now have at least one ticket that never gets any replies
> sent ... however nothing appears in the RT debug logs (or certainly that
> ticket number does not appear anywhere) and nothing appears in the qmail
> logs, so the ticket system isn't even trying.
>
> I have just had my attention drawn to a second one, which has been the
> first complete one since I have enabled debugging (ie from the arrival
> of the ticket) ... all I have for this one in the RT debug logs is:
>
> root at cropton:/var/log/rt# grep 4181 *
> rt.log.12170.101:Found a ticket ID. It's 4181Use of uninitialized value
> in join at /usr/local/rt2/lib/RT/Ticket.pm line 1182, <STDIN> line 30.

A look at the full contents of this file would be useful.

> and that is it ... no replies, nothing in qmail logs, nothing received
> by customer.

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





From sw-lists at onyx.net  Thu Jan 24 05:09:19 2002
From: sw-lists at onyx.net (Simon Woodward)
Date: 24 Jan 2002 10:09:19 +0000
Subject: [rt-users] Serious problem, mails still not being sent
In-Reply-To: <Pine.LNX.4.44.0201241053540.19787-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0201241053540.19787-100000@x22.ripe.net>
Message-ID: <1011866959.5790.125.camel@brockrigg.onyx.net>

> A look at the full contents of this file would be useful.

One file:

Found a ticket ID. It's 4181Use of uninitialized value in join at
/usr/local/rt2
/lib/RT/Ticket.pm line 1182, <STDIN> line 30.
Use of uninitialized value in concatenation (.) at
/usr/lib/perl5/site_perl/DBIx
/SearchBuilder/Record/Cachable.pm line 188, <STDIN> line 30.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
 <STDIN> line 30.
Use of uninitialized value in concatenation (.) at
/usr/lib/perl5/site_perl/DBIx
/SearchBuilder/Record/Cachable.pm line 188, <STDIN> line 30.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
 <STDIN> line 30.
Use of uninitialized value in concatenation (.) at
/usr/lib/perl5/site_perl/DBIx
/SearchBuilder/Record/Cachable.pm line 188, <STDIN> line 30.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
 <STDIN> line 30.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
 <STDIN> line 30.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
 <STDIN> line 30.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
 <STDIN> line 30.
Use of uninitialized value in concatenation (.) at
/usr/lib/perl5/site_perl/DBIx
/SearchBuilder/Record/Cachable.pm line 188, <STDIN> line 30.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182, <STDIN> line 30.
Use of uninitialized value in concatenation (.) at
/usr/lib/perl5/site_perl/DBIx
/SearchBuilder/Record/Cachable.pm line 188, <STDIN> line 30.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
 <STDIN> line 30.
Use of uninitialized value in concatenation (.) at
/usr/lib/perl5/site_perl/DBIx
/SearchBuilder/Record/Cachable.pm line 188, <STDIN> line 30.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
 <STDIN> line 30.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
 <STDIN> line 30.
Use of uninitialized value in concatenation (.) at
/usr/lib/perl5/site_perl/DBIx
/SearchBuilder/Record/Cachable.pm line 188, <STDIN> line 30.
Use of uninitialized value in concatenation (.) at
/usr/lib/perl5/site_perl/DBIx
/SearchBuilder/Record/Cachable.pm line 188, <STDIN> line 30.

And another:

Found a ticket ID. It's 4181Use of uninitialized value in join at
/usr/local/rt2
/lib/RT/Ticket.pm line 1182, <STDIN> line 28.
Use of uninitialized value in concatenation (.) at
/usr/lib/perl5/site_perl/DBIx
/SearchBuilder/Record/Cachable.pm line 188, <STDIN> line 28.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
 <STDIN> line 28.
Use of uninitialized value in concatenation (.) at
/usr/lib/perl5/site_perl/DBIx
/SearchBuilder/Record/Cachable.pm line 188, <STDIN> line 28.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
 <STDIN> line 28.
Use of uninitialized value in concatenation (.) at
/usr/lib/perl5/site_perl/DBIx
/SearchBuilder/Record/Cachable.pm line 188, <STDIN> line 28.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
 <STDIN> line 28.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
 <STDIN> line 28.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
 <STDIN> line 28.
Permission Denied

Many thanks.

Simon.




From darrinw at nixc.net  Thu Jan 24 08:17:34 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Thu, 24 Jan 2002 08:17:34 -0500
Subject: [rt-users] Can't locate RT/Mason.pm
In-Reply-To: <10F29E27A956D511B0940050DA8D86A9340E25@apmail.dagupan.com>; from francisv@dagupan.com on Thu, Jan 24, 2002 at 03:13:22PM +0800
References: <10F29E27A956D511B0940050DA8D86A9340E25@apmail.dagupan.com>
Message-ID: <20020124081734.V391@nixc.net>

  |+ [Thu Jan 24 06:45:33 2002] [error] Can't locate RT/Mason.pm in @INC (@INC
  |+ contains: /usr/local/lib/site_perl/5.00503/i386-freebsd
  |+ /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503
  |+ /usr/local/lib/perl5/site_perl/5.005/i386-freebsd
  |+ /usr/local/lib/perl5/site_perl/5.005 . /usr/local/ /usr/local/lib/perl) at
  |+ (eval 4) line 3.
  |+ 
  |+ I couldn't find RT/Mason.pm anywhere :(

Can you please send your apache config file, more importantly, the
section that pertains to RT?




From darrinw at nixc.net  Thu Jan 24 08:23:29 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Thu, 24 Jan 2002 08:23:29 -0500
Subject: [rt-users] Changing next available ticket number from database?
In-Reply-To: <1011861575.3159.106.camel@toniw.in.atbusiness.com>; from toni.willberg@atbusiness.com on Thu, Jan 24, 2002 at 10:39:35AM +0200
References: <1011861575.3159.106.camel@toniw.in.atbusiness.com>
Message-ID: <20020124082329.W391@nixc.net>

  |+ So where does RT keep count which ticket number is next and how to
  |+ change it. And is it even safe to change it? :)

I'm not sure what type of database you are using (MySQL or PostgreSQL,
but http://lists.fsck.com/pipermail/rt-users/2001-August/003491.html is a
good thread to read.

-darrin




From francisv at dagupan.com  Thu Jan 24 08:24:56 2002
From: francisv at dagupan.com (francisv at dagupan.com)
Date: Thu, 24 Jan 2002 21:24:56 +0800
Subject: [rt-users] Can't locate RT/Mason.pm
Message-ID: <10F29E27A956D511B0940050DA8D86A9340E2A@apmail.dagupan.com>

I found the culprit. I forgot to include the line:

	PerlRequire /usr/local/rt2/bin/webmux.pl

Now it's okay but I'm having problems with the base location. I've changed
the value of $WebPath to:
	
	$WebPath = "/rt";

but the base is still the web's root directory. :(

-----Original Message-----
From: Darrin Walton [mailto:darrinw at nixc.net] 
Sent: Thursday, January 24, 2002 9:18 PM
To: francisv at dagupan.com
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Can't locate RT/Mason.pm

  |+ [Thu Jan 24 06:45:33 2002] [error] Can't locate RT/Mason.pm in @INC
(@INC
  |+ contains: /usr/local/lib/site_perl/5.00503/i386-freebsd
  |+ /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503
  |+ /usr/local/lib/perl5/site_perl/5.005/i386-freebsd
  |+ /usr/local/lib/perl5/site_perl/5.005 . /usr/local/ /usr/local/lib/perl)
at
  |+ (eval 4) line 3.
  |+ 
  |+ I couldn't find RT/Mason.pm anywhere :(

Can you please send your apache config file, more importantly, the
section that pertains to RT?



From francisv at dagupan.com  Thu Jan 24 08:48:30 2002
From: francisv at dagupan.com (francisv at dagupan.com)
Date: Thu, 24 Jan 2002 21:48:30 +0800
Subject: [rt-users] No permission to create tickets in the queue 'help'.
Message-ID: <10F29E27A956D511B0940050DA8D86A9340E2D@apmail.dagupan.com>

Hi all,

I've created a queue called 'help' using the web interface but sending an
e-mail to the address yields the message:

	No permission to create tickets in the queue 'help'.

---
 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 darrinw at nixc.net  Thu Jan 24 09:02:29 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Thu, 24 Jan 2002 09:02:29 -0500
Subject: [rt-users] No permission to create tickets in the queue 'help'.
In-Reply-To: <10F29E27A956D511B0940050DA8D86A9340E2D@apmail.dagupan.com>; from francisv@dagupan.com on Thu, Jan 24, 2002 at 09:48:30PM +0800
References: <10F29E27A956D511B0940050DA8D86A9340E2D@apmail.dagupan.com>
Message-ID: <20020124090229.X391@nixc.net>

  |+ I've created a queue called 'help' using the web interface but sending an
  |+ e-mail to the address yields the message:

You have not granted the proper permissions to the queue.  Check the
docs out.

-darrin




From dphull at ku.edu  Thu Jan 24 12:45:53 2002
From: dphull at ku.edu (dphull at ku.edu)
Date: Thu, 24 Jan 2002 11:45:53 -0600 (CST)
Subject: [rt-users] RT::CorrespondenceAddress.not.set
Message-ID: <Pine.LNX.4.33.0201241143290.5374-100000@insipid.cc.ukans.edu>

In config.pm where this line appears, should I change it to be as follows:

$CorrespondAddress='RT::someone at an.email.address' or should it be:
$CorrespondAddress='someone at an.email.address'

I've looked for the answer in the docs, but can't find 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 btaylor at virata.com  Thu Jan 24 12:55:23 2002
From: btaylor at virata.com (Bryant Taylor)
Date: Thu, 24 Jan 2002 09:55:23 -0800
Subject: [rt-users] RT::CorrespondenceAddress.not.set
Message-ID: <8887DBC72799D511A2F50008C786016E15E1A2@spider.sc.virata.com>


-----Original Message-----
From: dphull at ku.edu [mailto:dphull at ku.edu] 
Sent: Thursday, January 24, 2002 9:46 AM
To: 'Rt-Users'
Subject: [rt-users] RT::CorrespondenceAddress.not.set

In config.pm where this line appears, should I change it to be as follows:

$CorrespondAddress='RT::someone at an.email.address' or should it be:
$CorrespondAddress='someone at an.email.address'


It should look like:
$CorrespondAddress='RT::user\@foo.com'

I've looked for the answer in the docs, but can't find 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




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



From khera at kcilink.com  Thu Jan 24 13:18:20 2002
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 24 Jan 2002 13:18:20 -0500
Subject: [rt-users] RT::CorrespondenceAddress.not.set
In-Reply-To: <8887DBC72799D511A2F50008C786016E15E1A2@spider.sc.virata.com>
References: <8887DBC72799D511A2F50008C786016E15E1A2@spider.sc.virata.com>
Message-ID: <15440.20460.182009.385931@onceler.kciLink.com>

>>>>> "BT" == Bryant Taylor <btaylor at virata.com> writes:

BT> It should look like:
BT> $CorrespondAddress='RT::user\@foo.com'

Not at all.  It should look like a regular email address.

You don't want any backslash in there, and you don't want any RT:: up
front.



From darrinw at nixc.net  Thu Jan 24 13:23:26 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Thu, 24 Jan 2002 13:23:26 -0500
Subject: [rt-users] RT::CorrespondenceAddress.not.set
In-Reply-To: <15440.20460.182009.385931@onceler.kciLink.com>; from khera@kcilink.com on Thu, Jan 24, 2002 at 01:18:20PM -0500
References: <8887DBC72799D511A2F50008C786016E15E1A2@spider.sc.virata.com> <15440.20460.182009.385931@onceler.kciLink.com>
Message-ID: <20020124132326.Y391@nixc.net>

  |+ BT> It should look like:
  |+ BT> $CorrespondAddress='RT::user\@foo.com'
  |+ 
  |+ Not at all.  It should look like a regular email address.
  |+ 
  |+ You don't want any backslash in there, and you don't want any RT:: up
  |+ front.

Why don't you want to escape the '@' ?

I have mine set to:

$CorrespondAddress='noc\@nixc.net'; and it works as expected.

-darrin




From btaylor at virata.com  Thu Jan 24 13:24:00 2002
From: btaylor at virata.com (Bryant Taylor)
Date: Thu, 24 Jan 2002 10:24:00 -0800
Subject: [rt-users] RT::CorrespondenceAddress.not.set
Message-ID: <8887DBC72799D511A2F50008C786016E15E1A5@spider.sc.virata.com>

My bad.. forgot to take out the RT::  but yes, you do want the \  so that
you can excape the @ 

-----Original Message-----
From: Vivek Khera [mailto:khera at kcilink.com] 
Sent: Thursday, January 24, 2002 10:18 AM
To: 'Rt-Users'
Subject: RE: [rt-users] RT::CorrespondenceAddress.not.set

>>>>> "BT" == Bryant Taylor <btaylor at virata.com> writes:

BT> It should look like:
BT> $CorrespondAddress='RT::user\@foo.com'

Not at all.  It should look like a regular email address.

You don't want any backslash in there, and you don't want any RT:: up
front.

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



From khera at kcilink.com  Thu Jan 24 13:36:17 2002
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 24 Jan 2002 13:36:17 -0500
Subject: [rt-users] RT::CorrespondenceAddress.not.set
In-Reply-To: <20020124132326.Y391@nixc.net>
References: <8887DBC72799D511A2F50008C786016E15E1A2@spider.sc.virata.com>
	<15440.20460.182009.385931@onceler.kciLink.com>
	<20020124132326.Y391@nixc.net>
Message-ID: <15440.21537.735138.132849@onceler.kciLink.com>

>>>>> "DW" == Darrin Walton <darrinw at nixc.net> writes:

DW>   |+ BT> It should look like:
DW>   |+ BT> $CorrespondAddress='RT::user\@foo.com'
DW>   |+ 
DW>   |+ Not at all.  It should look like a regular email address.
DW>   |+ 
DW>   |+ You don't want any backslash in there, and you don't want any RT:: up
DW>   |+ front.

DW> Why don't you want to escape the '@' ?

Because it is a single-quoted string.  There are no escapes in a
single quoted string, except for the single quote: \'


DW> I have mine set to:

DW> $CorrespondAddress='noc\@nixc.net'; and it works as expected.

Some other layer of software is cleaning out the \ for you, or you've
never need to use this variable.




From khera at kcilink.com  Thu Jan 24 13:37:01 2002
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 24 Jan 2002 13:37:01 -0500
Subject: [rt-users] RT::CorrespondenceAddress.not.set
In-Reply-To: <8887DBC72799D511A2F50008C786016E15E1A5@spider.sc.virata.com>
References: <8887DBC72799D511A2F50008C786016E15E1A5@spider.sc.virata.com>
Message-ID: <15440.21581.911610.875798@onceler.kciLink.com>

>>>>> "BT" == Bryant Taylor <btaylor at virata.com> writes:

BT> My bad.. forgot to take out the RT::  but yes, you do want the \  so that
BT> you can excape the @ 

There are no escapes inside of a single quoted string, except for \'


BT> -----Original Message-----
BT> From: Vivek Khera [mailto:khera at kcilink.com] 
BT> Sent: Thursday, January 24, 2002 10:18 AM
BT> To: 'Rt-Users'
BT> Subject: RE: [rt-users] RT::CorrespondenceAddress.not.set

>>>>> "BT" == Bryant Taylor <btaylor at virata.com> writes:

BT> It should look like:
BT> $CorrespondAddress='RT::user\@foo.com'

BT> Not at all.  It should look like a regular email address.

BT> You don't want any backslash in there, and you don't want any RT:: up
BT> front.

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



From bill at daze.net  Thu Jan 24 13:35:15 2002
From: bill at daze.net (bill at daze.net)
Date: Thu, 24 Jan 2002 10:35:15 -0800 (PST)
Subject: [rt-users] RT::CorrespondenceAddress.not.set
In-Reply-To: <8887DBC72799D511A2F50008C786016E15E1A5@spider.sc.virata.com>
Message-ID: <Pine.BSI.4.20.0201241031500.15765-100000@force.daze.net>

> My bad.. forgot to take out the RT::  but yes, you do want the \  so that
> you can excape the @ 

FYI, you don't need to escape the @ when the value is within single
quotes.  It will still work, but its unnecessary.  The escape is only
needed when the value is within double quotes.

$CorrespondAddress='user at foo.com';

$CorrespondAddress="user\@foo.com";





From Kendric.Beachey at garmin.com  Thu Jan 24 13:41:28 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Thu, 24 Jan 2002 12:41:28 -0600
Subject: [rt-users] Reverse sort on ticket history display?
Message-ID: <200201241841.MAA22411@dresden.garmin.com>

Some of my users are asking if they can have a ticket screen that looks just
like the regular one but lists history newest to oldest instead of oldest to
newest.

Is there an easy way to do this?

If not, is there a hard way?  :-)

Either way, would such a change be global, or could it be done per queue?

--
Kendric Beachey
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020124/342313da/attachment.htm>

From weirb at noc.air2web.com  Thu Jan 24 14:00:25 2002
From: weirb at noc.air2web.com (Brian Weir)
Date: Thu, 24 Jan 2002 14:00:25 -0500 (EST)
Subject: [rt-users] Keywords
Message-ID: <Pine.BSF.4.21.0201241359240.73666-100000@larry.air2web.com>

Is there any documentation on how keywords are used? I have been unable to
find it if there is. 

If not, would someone be so kind to give a run-down on how they work?


Thank you!

Regards,
Brian Weir

Microsoft tip: F7 will open the spell checker in most Microsoft
applications. 




From kbroch at broadcom.com  Thu Jan 24 14:12:01 2002
From: kbroch at broadcom.com (Kevin Broch)
Date: Thu, 24 Jan 2002 11:12:01 -0800
Subject: [rt-users] Reverse sort on ticket history display?
References: <200201241841.MAA22411@dresden.garmin.com>
Message-ID: <3C505C81.3070005@broadcom.com>

Just click on the "Age" link and it will swap the table.

/Kevin


Beachey, Kendric wrote:

> Some of my users are asking if they can have a ticket screen that looks 
> just like the regular one but lists history newest to oldest instead of 
> oldest to newest.
> 
> Is there an easy way to do this?
> 
> If not, is there a hard way?  :-)
> 
> Either way, would such a change be global, or could it be done per queue?
> 
> -- 
> Kendric Beachey
>  
> 






From Kendric.Beachey at garmin.com  Thu Jan 24 14:23:21 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Thu, 24 Jan 2002 13:23:21 -0600
Subject: [rt-users] Reverse sort on ticket history display?
Message-ID: <200201241923.NAA26853@dresden.garmin.com>

Sorry, on the ticket detail screen, not the search screen.  Should have said
that in the first place.

> -----Original Message-----
> From: Kevin Broch [mailto:kbroch at broadcom.com]
> Sent: Thursday, January 24, 2002 1:12 PM
> To: Beachey, Kendric
> Cc: Rt-Users (E-mail)
> Subject: Re: [rt-users] Reverse sort on ticket history display?
> 
> 
> Just click on the "Age" link and it will swap the table.
> 
> /Kevin
> 
> 
> Beachey, Kendric wrote:
> 
> > Some of my users are asking if they can have a ticket 
> screen that looks 
> > just like the regular one but lists history newest to 
> oldest instead of 
> > oldest to newest.
> > 
> > Is there an easy way to do this?
> > 
> > If not, is there a hard way?  :-)
> > 
> > Either way, would such a change be global, or could it be 
> done per queue?
> > 
> > -- 
> > Kendric Beachey
> >  
> > 
> 
> 
> 



From pburkett at callatg.com  Thu Jan 24 16:22:00 2002
From: pburkett at callatg.com (Paul Burkett)
Date: Thu, 24 Jan 2002 13:22:00 -0800
Subject: [rt-users] Exim alias dilemma
In-Reply-To: <m3vgdts6hd.fsf@rewt.rc6.org>
References: <20020122164140.0e60756c.pburkett@callatg.com>
	<m3vgdts6hd.fsf@rewt.rc6.org>
Message-ID: <20020124132200.04fa9694.pburkett@callatg.com>

Sure, here's a snip that's located in the TRANSPORTS section of the exim.conf:

# my rt hack
local_delivery_rt:
  driver = pipe
  command = "/usr/local/rt2/bin/rt-mailgate| --queue| ${quote:$local_part}| --action| ${quote:${substr_1:$local_part_suffix}}"
  return_path_add
  return_output
  prefix = ""
  suffix = ""


And this is a snip from the DIRECTORS section:

localuser_rt:
  driver = smartuser
  suffix = +*
  prefix = *-
  new_address = ${quote:${lc:${local_part}}}@${domain}
  transport = local_delivery_rt

I don't really get this hack but supposedley I can send a queue to queuename+action at localdomain.com without actually entering an alias in the exim.conf file. Is this true? Or am I misinterpreting the hack?

On 23 Jan 2002 11:32:14 +0100
remco at rc6.org (Remco B. Brink) wrote:

> Paul Burkett <pburkett at callatg.com> writes:
> 
> > Hey, I followed the instructions that were listed in the helpful installation guide, but when I seem to send an email to a queue, it doesn't show up in the web interface. Does anybody know any reasons why? I'm using Exim and I copied and pasted the code from the guide in the correct locations of the exim.conf Any help would be greatly appreciated, thanks.
> 
> Can you show the code you added to your exim.conf?
> 
> Did you also add the correct aliases to your /etc/aliases file? 
> 
> An example. Mailing to rt at domain.com will generate a ticket in the
> "general" queue:
>   rt:         "|/local/rt2/bin/rt-mailgate --queue general --action correspond"
>   rt-comment: "|/local/rt2/bin/rt-mailgate --queue general --action comment"
> 
> regards,
> Remco
> 
> -- 
> Remco B. Brink - Blyfri Productions AS Chief Tech Officer - http://blyfri.as
>  Personal site at http://rc6.org -- PGP/GnuPG key at http://rc6.org/rbb.pgp
> 
> "Hey, I know this! This is Unix!" - Jurassic Park
> 


-- 
Paul Burkett
ATG Intern
http://www.red-fusion.org/



From dane at al.com.au  Thu Jan 24 17:28:19 2002
From: dane at al.com.au (Dane Rapaport)
Date: Fri, 25 Jan 2002 09:28:19 +1100
Subject: [rt-users] Can't locate RT/Mason.pm
References: <10F29E27A956D511B0940050DA8D86A9340E2A@apmail.dagupan.com>
Message-ID: <02Jan25.103809est.115203@gateway.al.com.au>

Francis,
You should find that it is easiest to create a virtual host on your apache
webserver for rt.
In your httpd.conf file, you should add something which looks like this:

<VirtualHost IP.ADDRESS.OF.RT.SERVER>
DocumentRoot /usr/local/rt2/WebRT/html
ServerName rtserver.dagupan.com
PerlModule Apache::DBI
PerlFreshRestart On
PerlRequire /usr/local/rt2/bin/webmux.pl
<Location />
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
</VirtualHost>

That done, it will pretty much work unless you have done something else
horribly wrong :)

Alternatively, if you dont set it up as a virtualhost, just make sure your
httpd.conf has the
DocumentRoot variable set to /usr/local/rt2/WebRT/html or wherever you have it.

Hope this helps
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 smrogers at socrates.Berkeley.EDU  Thu Jan 24 19:39:03 2002
From: smrogers at socrates.Berkeley.EDU (Sherry M. Rogers)
Date: Thu, 24 Jan 2002 16:39:03 -0800 (PST)
Subject: [rt-users] RT Email Gateway
In-Reply-To: <1011836964.25591.33.camel@labyrinth.wildbrain.com>
Message-ID: <Pine.GSO.4.40.0201241635540.6545-100000@socrates.Berkeley.EDU>

I haven't been able to find documentation on RT's email gateway - only
the web interface and commandline.

We would like to be able to issue remote commands to RT via old fashioned
email, so I'm very interested in this gateway.

Could someone point me in the right direction?

Thanks a lot, Sherry

-------------------------------------------------------------------------
Sherry M. Rogers                 University of California, Berkeley
System & Network Security        phone (510)642-7157
-------------------------------------------------------------------------




From francisv at dagupan.com  Thu Jan 24 20:30:22 2002
From: francisv at dagupan.com (francisv at dagupan.com)
Date: Fri, 25 Jan 2002 09:30:22 +0800
Subject: [rt-users] Can't locate RT/Mason.pm
Message-ID: <10F29E27A956D511B0940050DA8D86A9340E31@apmail.dagupan.com>

Hi Dane,

I finally figured it out. I just missed the line:

	PerlRequire /usr/local/rt2/bin/webmux.pl

in my httpd.conf. Everything's working fine now. I'm trying to figure out
how to replace our current customer support e-mail on MS Exchange to RT on
FreeBSD.

-----Original Message-----
From: Dane Rapaport [mailto:dane at al.com.au] 
Sent: Friday, January 25, 2002 6:28 AM
To: francisv at dagupan.com
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Can't locate RT/Mason.pm

Francis,
You should find that it is easiest to create a virtual host on your apache
webserver for rt.
In your httpd.conf file, you should add something which looks like this:

<VirtualHost IP.ADDRESS.OF.RT.SERVER>
DocumentRoot /usr/local/rt2/WebRT/html
ServerName rtserver.dagupan.com
PerlModule Apache::DBI
PerlFreshRestart On
PerlRequire /usr/local/rt2/bin/webmux.pl
<Location />
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
</VirtualHost>

That done, it will pretty much work unless you have done something else
horribly wrong :)

Alternatively, if you dont set it up as a virtualhost, just make sure your
httpd.conf has the
DocumentRoot variable set to /usr/local/rt2/WebRT/html or wherever you have
it.

Hope this helps
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 chris.walker at band-x.net  Thu Jan 24 19:45:53 2002
From: chris.walker at band-x.net (Chris Walker)
Date: Fri, 25 Jan 2002 00:45:53 -0000
Subject: [rt-users] Keywords
References: <Pine.BSF.4.21.0201241359240.73666-100000@larry.air2web.com>
Message-ID: <000b01c1a539$a6db66c0$01000001@tiny>

Hi,

There's some documentation at
http://www.fsck.com/pub/rt/contrib/2.0/Keywords-HOWTO.zip

cheers,

Chris Walker



>
> Is there any documentation on how keywords are used? I have been unable to
> find it if there is.
>
> If not, would someone be so kind to give a run-down on how they work?
>
>
> Thank you!
>
> Regards,
> Brian Weir
>
> Microsoft tip: F7 will open the spell checker in most Microsoft
> applications.
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From francisv at dagupan.com  Thu Jan 24 21:59:59 2002
From: francisv at dagupan.com (francisv at dagupan.com)
Date: Fri, 25 Jan 2002 10:59:59 +0800
Subject: [rt-users] Incomplete administration documents
Message-ID: <10F29E27A956D511B0940050DA8D86A9340E37@apmail.dagupan.com>

Hi,

Where can I get a more complete version of RT's Administration Guide?

---
 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 jesse at bestpractical.com  Thu Jan 24 23:48:49 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 24 Jan 2002 23:48:49 -0500
Subject: [rt-users] IMPORTANT: Change to RT support policy
Message-ID: <20020124234849.K3768@fsck.com>

Over the past few years, RT has become the clear leader in open-source
ticketing systems. In the summer of 2000, I quit my full-time job to
concentrate on RT and other projects. I'm quite pleased with the state
and direction of the product.

The amount of time I spend helping out folks running RT has increased
from about an hour every other week in 1996 to more than 40 hours per
week today. In a good week, I might get paid for 30 minutes of that
time.

The most frequent explanation I hear from sites about why they aren't
interested in purchasing support is that "the free support is too good."

This puts me into a bit of a bind.

RT is my full-time job and only source of income. At this point, I spend
far more time answering questions about RT than I do actually working on
the product.

As of today, I am no longer able to provide free support for RT. This
means that I will no longer answer personal mail requesting help with
RT, nor will I be able to answer requests for assistance on the public
rt-users mailinglist.

As always, I encourage you to report bugs to rt-users or to
rt-2.0-bugs at fsck.com, but regret that unless they are reported by a
paying customer, I can only fix them as time, finances or interest
allow.

Best Practical Solutions LLC is the company I've set up to sell support
and development for RT and related projects. If you need help with RT,
I'd encourage you to purchase either a single support incident or a
Support Contract from BestPractical.com. If you have any questions about
commercial support, please address them to sales at bestpractical.com. That
still gets to me, but it gets logged by the right RT instance. ;)

The rt-users list will continue to serve as a general resource to
the community. There are a number of very smart, very experienced RT
users on the list who do a fantastic job of answering a wide variety
of questions with remarkable speed and accuracy. If commercial support
isn't an option for you, it's likely that somebody on rt-users should be
able to help you out.


        Thank You, 

	Jesse Vincent

-- 
http://www.bestpractical.com/rt/    Trouble ticketing. Free.



From krikke at macatawa.org  Fri Jan 25 00:40:53 2002
From: krikke at macatawa.org (Josh Krikke)
Date: Fri, 25 Jan 2002 00:40:53 -0500
Subject: [rt-users] IMPORTANT: Change to RT support policy
In-Reply-To: <20020124234849.K3768@fsck.com>
References: <20020124234849.K3768@fsck.com>
Message-ID: <1011937253.3c50efe59021f@family.macatawa.org>

Jesse,

Your expert advice is going to be missed here.  I totally understand and 
applaud your decision.  As you were the main support member of this list 
(being the author of the software and all...), I know the list won't be the 
same, but this will generate more revenue and free time for you.  I, for one,
can't wait to see what improvements are coming, even though RT fulfills any 
needs my little non-profit here has for a ticketing system.  As we couldn't go 
the route of buying support to help with the develpment of the project, I 
thought I'd help by subscribing to the list and watching for messages I could 
answer to take some of the load off of you.  I did what I could in my spare 
moments. ;)  I think that this could be what the list could become, users 
helping other users, with corps needing better support, paying for it.  I know 
I'll continue to monitor the list and help when I can!

Basically, thanks for all you've done so far, and have fun in taking RT into 
even greater heights!

-- 
Josh Krikke
MacNet Sysadmin

-------------------------------------------------
This mail sent through MacNet: http://www.macatawa.org/




From pizl at systinet.com  Fri Jan 25 08:25:58 2002
From: pizl at systinet.com (Zdenek Pizl)
Date: Fri, 25 Jan 2002 14:25:58 +0100
Subject: [rt-users] how can i set Default ACLs  ??
Message-ID: <20020125132504.8C542189BD@pallas.eruditorum.org>

Hi all,

 as a fresh new user/admin of RT i am struggling with unsufficient amount of 
information.

 I was able to install and (probably correct) sett up the RT 2.0.11 system.
I have created user Tester, queue "support" and two emails for this queue, 
support at ... & support-comment at ....

 Now, when i send email to the support at ... the system has been already 
answering :
"No permission to create tickets in the queue 'support'.Create failed: 0 / 0 
/ No permission to create tickets in the queue 'support'."

In the archive, i have found similar question with answer "You need to set 
the Default ACLs per the Installation and Configuration guide".

So: HOW CAN I DO THAT ??

			thx, Z.P.



From darrinw at nixc.net  Fri Jan 25 08:32:56 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Fri, 25 Jan 2002 08:32:56 -0500
Subject: [rt-users] how can i set Default ACLs  ??
In-Reply-To: <20020125132504.8C542189BD@pallas.eruditorum.org>; from pizl@systinet.com on Fri, Jan 25, 2002 at 02:25:58PM +0100
References: <20020125132504.8C542189BD@pallas.eruditorum.org>
Message-ID: <20020125083256.B391@nixc.net>

  |+ "No permission to create tickets in the queue 'support'.Create failed: 0 / 0 
  |+ / No permission to create tickets in the queue 'support'."
  |+ 
  |+ In the archive, i have found similar question with answer "You need to set 
  |+ the Default ACLs per the Installation and Configuration guide".
  |+ 
  |+ So: HOW CAN I DO THAT ??

You have to grant user rights.  




From adrian at creative.net.au  Fri Jan 25 08:44:12 2002
From: adrian at creative.net.au (Adrian Chadd)
Date: Fri, 25 Jan 2002 21:44:12 +0800
Subject: [rt-users] how can i set Default ACLs  ??
In-Reply-To: <20020125083256.B391@nixc.net>
References: <20020125132504.8C542189BD@pallas.eruditorum.org> <20020125083256.B391@nixc.net>
Message-ID: <20020125134412.GJ91776@ewok.creative.net.au>

On Fri, Jan 25, 2002, Darrin Walton wrote:
>   |+ "No permission to create tickets in the queue 'support'.Create failed: 0 / 0 
>   |+ / No permission to create tickets in the queue 'support'."
>   |+ 
>   |+ In the archive, i have found similar question with answer "You need to set 
>   |+ the Default ACLs per the Installation and Configuration guide".
>   |+ 
>   |+ So: HOW CAN I DO THAT ??
> 
> You have to grant user rights.  

Hi,

As an administrative user, select the Queue in the
configuration section, and then the queue in question.

Select "group rights".

There'll be an "Everyone" section - you'll need to grant
"Everyone" the "Create Ticket" (and possibly "Reply-To Ticket")
right.

Then save, and try it.

HTH,



Adrian

-- 
Adrian Chadd			"The first rule of optimisation:
<adrian at creative.net.au>	  Don't do it, and at least don't
				    do it yet." -- Stefan Axelsson



From KFerguso at chi.navtech.com  Fri Jan 25 08:45:05 2002
From: KFerguso at chi.navtech.com (Ferguson, Kevin)
Date: Fri, 25 Jan 2002 07:45:05 -0600
Subject: [rt-users] how can i set Default ACLs  ??
Message-ID: <91468650040FD411A51100104B63E23102E280BE@postman.chi.navtech.com>


> -----Original Message-----
> From: Darrin Walton [mailto:darrinw at nixc.net]
> Sent: Friday, January 25, 2002 7:33 AM
> To: Zdenek Pizl
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] how can i set Default ACLs ??
> 
> 
>   |+ "No permission to create tickets in the queue 
> 'support'.Create failed: 0 / 0 
>   |+ / No permission to create tickets in the queue 'support'."
>   |+ 
>   |+ In the archive, i have found similar question with 
> answer "You need to set 
>   |+ the Default ACLs per the Installation and Configuration guide".
>   |+ 
>   |+ So: HOW CAN I DO THAT ??
> 
> You have to grant user rights.  
> 

The Installation Guide section titled "Users and Queues and Scrips, Oh My"
lists the basic ACLs needed to get started.




From dsvozil at systinet.com  Fri Jan 25 10:45:25 2002
From: dsvozil at systinet.com (Daniel Svozil)
Date: Fri, 25 Jan 2002 16:45:25 +0100
Subject: [rt-users] How to assign the owner automatically?
Message-ID: <3C517D95.10200@systinet.com>

Hi,

this question has already been posted at least twice, but nobody 
answered it. Is it really nor resolvable?

The problem is how to to automatically assign a request as it comes in 
to a specific owner. There is no such an option in a queue setup. When 
the request comes in, it is assigned to nobody and m,ust be re-assigned 
manually.

Please, help, this feture is quite important for us.

Thanks

Dan


-- 
----------------
Daniel Svozil
Support Manager, Systinet  (formerly Idoox)
http://www.systinet.com




From matthew.zeier at thirdcoast.net  Fri Jan 25 10:55:53 2002
From: matthew.zeier at thirdcoast.net (matthew zeier)
Date: Fri, 25 Jan 2002 07:55:53 -0800
Subject: [rt-users] missing OwnerChange.pm
Message-ID: <063d01c1a5b8$c4d3b9a0$0b16160a@Desktop>

Is this a failure in rt or do I have OwnerChange.pm in the wrong place?

irv1-core# find /opt/rt2 -name "OwnerChange.pm"
/opt/rt2/lib/RT/Action/OwnerChange.pm

Making a symlink "fixed" it.

irv1-core# /opt/rt2/bin/rt --id=1196-1197 --status=dead
Can't locate RT/Condition/OwnerChange.pm in @INC (@INC contains:
/opt/rt2/etc /opt/rt2/lib /usr/local/lib/perl5/5.6.0/sun4-solaris
/usr/local/lib/perl5/5.6.0 /usr/local/lib/perl5/site_perl/5.6.0/sun4-solaris
/usr/local/lib/perl5/site_perl/5.6.0 /usr/local/lib/perl5/site_perl .) at
(eval 49) line 3.
Require of RT::Condition::OwnerChange failed.
Can't locate RT/Condition/OwnerChange.pm in @INC (@INC contains:
/opt/rt2/etc /opt/rt2/lib /usr/local/lib/perl5/5.6.0/sun4-solaris
/usr/local/lib/perl5/5.6.0 /usr/local/lib/perl5/site_perl/5.6.0/sun4-solaris
/usr/local/lib/perl5/site_perl/5.6.0 /usr/local/lib/perl5/site_perl .) at
(eval 49) line 3.

--
matthew zeier - "In mathematics you don't understand things.  You just
get used to them." - Johann von Neumann




From bteale at univ-wea.com  Fri Jan 25 11:43:11 2002
From: bteale at univ-wea.com (Brad Teale)
Date: Fri, 25 Jan 2002 10:43:11 -0600
Subject: [rt-users] Managerial Reports
Message-ID: <69D72311B46FD4119EF100D0B77CF7DADD9A56@lightning.univ-wea.com>

I recently downloaded and installed rt-2.0.11, and I am evaluating it.
However, I noticed there doesn't seem to be anyway to "run reports".  For
example, open items v. closed items over a given time period assigned to
developer X or all open items assigned to developer X.  This functionality
may be there, but I just missed it (only had it running for 2 days now).

If it is there, how do I access it?

If it isn't there, is it scheduled for development, or will we need to write
something?

Thanks,
Brad



From srl at mail.boston.com  Fri Jan 25 11:59:28 2002
From: srl at mail.boston.com (Shane Landrum)
Date: Fri, 25 Jan 2002 11:59:28 -0500
Subject: [rt-users] Managerial Reports
In-Reply-To: <69D72311B46FD4119EF100D0B77CF7DADD9A56@lightning.univ-wea.com>; from bteale@univ-wea.com on Fri, Jan 25, 2002 at 10:43:11AM -0600
References: <69D72311B46FD4119EF100D0B77CF7DADD9A56@lightning.univ-wea.com>
Message-ID: <20020125115928.B17525@mail.boston.com>

On Fri, Jan 25, 2002 at 10:43:11AM -0600, Brad Teale (bteale at univ-wea.com) wrote:
> I recently downloaded and installed rt-2.0.11, and I am evaluating it.
> However, I noticed there doesn't seem to be anyway to "run reports".  For
> example, open items v. closed items over a given time period assigned to
> developer X or all open items assigned to developer X.  This functionality
> may be there, but I just missed it (only had it running for 2 days now).
> 
> If it is there, how do I access it?
> 
> If it isn't there, is it scheduled for development, or will we need to write
> something?

See the rt-contrib directory:

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

In particular, this script looks like it might do useful reporting,
though I haven't ever used it myself.

http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/statusreport.html


(Hmm, this seems to be a FAQ, which I don't see in the FAQ. Who
maintains the FAQ? Jesse?)

srl
-- 
Shane Landrum  (srl AT boston DOT com)  Software Engineer, boston.com                     



From darrinw at nixc.net  Fri Jan 25 12:04:59 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Fri, 25 Jan 2002 12:04:59 -0500
Subject: [rt-users] Managerial Reports
In-Reply-To: <69D72311B46FD4119EF100D0B77CF7DADD9A56@lightning.univ-wea.com>; from bteale@univ-wea.com on Fri, Jan 25, 2002 at 10:43:11AM -0600
References: <69D72311B46FD4119EF100D0B77CF7DADD9A56@lightning.univ-wea.com>
Message-ID: <20020125120459.H391@nixc.net>

  |+ I recently downloaded and installed rt-2.0.11, and I am evaluating it.
  |+ However, I noticed there doesn't seem to be anyway to "run reports".  For
  |+ example, open items v. closed items over a given time period assigned to
  |+ developer X or all open items assigned to developer X.  This functionality
  |+ may be there, but I just missed it (only had it running for 2 days now).

In the contrib directory, there are example reports you can modify and
use.

-darrin




From travis.campbell at amd.com  Fri Jan 25 12:19:26 2002
From: travis.campbell at amd.com (Travis Campbell)
Date: Fri, 25 Jan 2002 11:19:26 -0600
Subject: [rt-users] How to assign the owner automatically?
In-Reply-To: <3C517D95.10200@systinet.com>
References: <3C517D95.10200@systinet.com>
Message-ID: <20020125111926.A13041@beast.amd.com>

On Fri, Jan 25, 2002 at 04:45:25PM +0100, Daniel Svozil wrote:
> Hi,
> 
> this question has already been posted at least twice, but nobody 
> answered it. Is it really nor resolvable?
> 
> The problem is how to to automatically assign a request as it comes in 
> to a specific owner. There is no such an option in a queue setup. When 
> the request comes in, it is assigned to nobody and m,ust be re-assigned 
> manually.

Have a look at the AutAssign scrip at:

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

This will randomly assign a ticket to one of the watchers of the queue. 

Is suspect it could be extended to do what you need.

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 purp at wildbrain.com  Fri Jan 25 12:24:45 2002
From: purp at wildbrain.com (purp at wildbrain.com)
Date: Fri, 25 Jan 2002 09:24:45 -0800 (PST)
Subject: [rt-users] Data Structure Documentation?
Message-ID: <33092.12.233.186.123.1011979485.squirrel@mercury.wildbrain.com>

Hello!

In templates and reporting pages I see a lot of object bits like
$Ticket->OwnerObj->NickName; I've gleaned a few from reading code and
templates, but I've never tripped over documentation of the structures.
perldoc'g the modules seems to get me the function members only.

Is there any such documentation? If not, I'll try to pull some together if I
can figure out how to deduce it completely and accurately.

Thanks!

--j




From rickford at ufl.edu  Fri Jan 25 12:46:42 2002
From: rickford at ufl.edu (Rick Ford)
Date: Fri, 25 Jan 2002 12:46:42 -0500
Subject: [rt-users] SelfService problems, continuing, more information
Message-ID: <5.1.0.14.0.20020125124111.00b15d50@imap.grove.ufl.edu>

I'm still not having any luck with SelfService for non-privileged users, 
but I have further defined the odd-behavior.

On further inspection, it has become apparent that when logged in as a 
non-privileged user, any request for a document in the /SelfService/ folder 
returns /SelfService/index.html.  I created a simple "Hello, world" html 
file in that directory, tried to pull it up and got the index 
instead.  This is the same behavior for all links from the page.

The Apache access log indicates that it thinks it's serving the proper pages.

Everything works like a champ for privileged users.

Help!



Rick Ford
rickford at ufl.edu
Technical Coordinator, CITT




From jan.redl at jet2web.cz  Fri Jan 25 11:54:50 2002
From: jan.redl at jet2web.cz (Jan Redl)
Date: Fri, 25 Jan 2002 17:54:50 +0100 (CET)
Subject: [rt-users] How to assign the owner automatically?
In-Reply-To: <3C517D95.10200@systinet.com>
Message-ID: <20020125175350.D28534-100000@k2.vol.cz>

On Fri, 25 Jan 2002, Daniel Svozil wrote:

> Hi,
>
> this question has already been posted at least twice, but nobody
> answered it. Is it really nor resolvable?
>
> The problem is how to to automatically assign a request as it comes in
> to a specific owner. There is no such an option in a queue setup. When
> the request comes in, it is assigned to nobody and m,ust be re-assigned
> manually.
>
> Please, help, this feture is quite important for us.

What about little patch to the source code ?

--

Jan Redl

Czech On Line, a. s.
U Nakladoveho nadrazi 8
130 00 Praha 3
Tel.: +420 2 460 00 402
Fax:  +420 2 460 00 118
www.jet2web.cz




From fletch at phydeaux.org  Thu Jan 24 10:01:00 2002
From: fletch at phydeaux.org (Fletch)
Date: 24 Jan 2002 10:01:00 -0500
Subject: [rt-users] Additional fields in tickets table
In-Reply-To: "Michael D. Stackhouse"'s message of "Thu, 17 Jan 2002 17:54:08 -0500"
References: <3C47560F.7CBF817F@samsa.com>
Message-ID: <m27kq723pv.fsf@freebie.phydeaux.org>

>>>>> "Michael" == Michael D Stackhouse <mstackhouse at samsa.com> writes:

[...]

    Michael> There are a few fields that we would like to have on the
    Michael> ticket table.  Is there some kind of capability in RT
    Michael> that would allow us to have additional fields?  If not,
    Michael> is there a way we can customize the table without loosing
    Michael> our capability to continue receiving upgrades to RT?


        A bit late following up on this, but I just did a quick hack
job for one of the queues we're using at work.  The queue in question
is being used for tickets submitted by guests in hotels to our phone
support people.  I tweaked Ticket/Create.html thusly:


--- /usr/local/rt2/WebRT/html/Ticket/Create.html        Tue Nov  6 18:07:07 2001
+++ Create.html Thu Jan 24 09:40:25 2002
@@ -69,6 +68,22 @@
 <INPUT TYPE=FILE NAME="Attach">
 </TD>
 </TR>
+% if( $QueueObj->Name eq "hotel" ) {
+<tr>
+<td>
+Room Number:
+<td colspan=5">
+<input Name="RoomNumber" SIZE="10" MAXSIZE="25" value="" />
+</td>
+</tr>
+<tr>
+<td>
+Guest Name:
+<td colspan=5">
+<input Name="GuestName" SIZE="25" MAXSIZE="50" value="" />
+</td>
+</tr>
+% }
 <TR>
 <TD COLSPAN=6>
 Describe the issue below:<br>


        And then the corresponding change to Ticket/Display.html:


--- /usr/local/rt2/WebRT/html/Ticket/Display.html       Tue Nov  6 18:07:07 2001
+++ Display.html        Thu Jan 24 09:39:55 2002
@@ -56,10 +56,17 @@
     my @Cc = split(/,/,$ARGS{'Cc'});
     my @AdminCc = split(/,/,$ARGS{'AdminCc'});
     
+    my $body = $ARGS{ 'Content' };
+    if( $Queue->Name eq "hotel" ) {
+      $body = "Room Number: ##$ARGS{'RoomNumber'}##\n" 
+               . "Guest Name: $ARGS{'GuestName'}\n\n"
+               . $body;
+    }
+    
     my $MIMEObj = MakeMIMEEntity( Subject => $ARGS{'Subject'},
                                  From => $ARGS{'From'},
                                  Cc => $ARGS{'Cc'},
-                                 Body => $ARGS{'Content'},
+                                 Body => $body,
                                  AttachmentFieldName => 'Attach');
  


        If someone wants to search for a particular room, there's a
keyword for the hotel location and they can look for `##room##' in the
ticket body.


-- 
Fletch                | "If you find my answers frightening,       __`'/|
fletch at phydeaux.org   |  Vincent, you should cease askin'          \ o.O'
770 933-0600 x211(w)  |  scary questions." -- Jules                =(___)=
                      |                                               U



From tom at eborcom.com  Thu Jan 24 07:55:59 2002
From: tom at eborcom.com (Tom Hukins)
Date: Thu, 24 Jan 2002 12:55:59 +0000
Subject: [rt-users] Re: Can't locate RT/Mason.pm
In-Reply-To: <10F29E27A956D511B0940050DA8D86A9340E25@apmail.dagupan.com>; from francisv@dagupan.com on Thu, Jan 24, 2002 at 03:13:22PM +0800
References: <10F29E27A956D511B0940050DA8D86A9340E25@apmail.dagupan.com>
Message-ID: <20020124125559.A66801@eborcom.com>

On Thu, Jan 24, 2002 at 03:13:22PM +0800, francisv at dagupan.com wrote:
> 
> I got this error message while trying to access the index.html file of RT2:
> 
> [Thu Jan 24 06:45:33 2002] [error] Can't locate RT/Mason.pm in @INC (@INC
> contains: /usr/local/lib/site_perl/5.00503/i386-freebsd
> /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503
> /usr/local/lib/perl5/site_perl/5.005/i386-freebsd
> /usr/local/lib/perl5/site_perl/5.005 . /usr/local/ /usr/local/lib/perl) at
> (eval 4) line 3.
> 
> I couldn't find RT/Mason.pm anywhere :(

It's defined in bin/webmux.pl which you should be including in your
Apache configuration using PerlRequire (assuming you're running under
mod_perl).

See "Configuring the web interface" in the "Installation" section of
the RT docs on the Web site.

Tom



From ian at roxen.com  Thu Jan 24 07:21:48 2002
From: ian at roxen.com (Ian D)
Date: 24 Jan 2002 12:21:48 +0000
Subject: [rt-users] Owner change
Message-ID: <m28zaoey77.fsf@dominatrix.lackflicka.nu>

How do I add a Scrip that sends email to the previous owner when a
ticket is stolen?
-- 
/Ian D
Ian Delahorne - Support at Roxen IS
ian at roxen.com - support at roxen.com
+46 (0)709 15 39 55
+46 8 441 39 00




From gaoxiang at hbt.com.cn  Fri Jan 25 00:31:32 2002
From: gaoxiang at hbt.com.cn (=?gb2312?B?uN/P6A==?=)
Date: Fri, 25 Jan 2002 13:31:32 +0800
Subject: [rt-users] a question for "Bookmarkable"
Message-ID: <EB3D9A8EE0C5D411BA1B00B0D0220682045C4006@mailserver.hbt.com.cn>

Hello,
 
 
Thank for your time to answer me a question. :-)
 
The RT system I used here is version 2.0.1.1. I have a doubt to ask for you
how to use the link item naming " Bookmarkable
<http://202.38.142.11/Search/Listing.html?Bookmark=FrT%3B%402%7C%250%7C%241%
7C4&TicketsSortBy=id&TicketsSortOrder=ASC&RowsPerPage=50> URL for this
search" in [Search] page. I ever clicked the link in many times, but there
was no any affection in RT. So I couldn't understand what the purpose of the
link is for. Would you please help me?
 
 
Many thanks

Grace Gao 

Beijing BUTP Whole Wise Telecom Co,. Ltd 
Tel: (+8610) 82026655-2256 
Fax: (+8610) 62010678 
Email: Gaoxiang at hbt.com.cn 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020125/e4bda7e9/attachment.htm>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: ????.jpg
Type: image/jpeg
Size: 5675 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020125/e4bda7e9/attachment.jpg>

From erict at focuslearning.com  Thu Jan 24 18:10:37 2002
From: erict at focuslearning.com (Eric Tremont)
Date: Thu, 24 Jan 2002 15:10:37 -0800
Subject: [rt-users] another Apache::Cookie problem
Message-ID: <GCEJJAEBGBNADJAOCLAEGEJDCAAA.erict@focuslearning.com>

We are currently installing RT 2.0.11 and running Apache 1.3.20-16.   After
trying many searches, I'm throwing in the towel and going to the source.
You may recall this type of error message upon starting Apache:

Starting httpd: [Thu Jan 24 17:48:31 2002] [error] Can't locate
Apache/Cookie.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib
/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
/opt/rt2/bin/webmux.pl line 80.
BEGIN failed--compilation aborted at /opt/rt2/bin/webmux.pl line 80.
Compilation failed in require at (eval 1) line 1.

Syntax error on line 1448 of /etc/httpd/conf/httpd.conf:
Can't locate Apache/Cookie.pm in @INC (@INC contains: /opt/rt2/etc
/opt/rt2/lib /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
/opt/rt2/bin/webmux.pl line 80.
BEGIN failed--compilation aborted at /opt/rt2/bin/webmux.pl line 80.
Compilation failed in require at (eval 1) line 1.

[FAILED]


Testdeps shows that Apache::Cookies is not installed, however it is clear
that the latest libapreq (0.33) has been installed in fixdeps but
apache_request shows no directories and that the make file is not OK, as
shown here:

/usr/bin/perl ./tools/testdeps -fix 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....Apache::Cookie not installed.Installing with
CPAN...Going to read /root/.cpan/sources/authors/01mailrc.txt.gz
Going to read /root/.cpan/sources/modules/02packages.details.txt.gz
Scanning cache /root/.cpan/build for sizes

  There's a new CPAN.pm version (v1.59) available!
  [Current version is v1.52]
  You might want to try
    install Bundle::CPAN
    reload cpan
  without quitting the current session. It should be a seamless upgrade
  while we are running...

Going to read /root/.cpan/sources/modules/03modlist.data.gz
Running make for J/JI/JIMW/libapreq-0.33.tar.gz

  CPAN: MD5 security checks disabled because MD5 not installed.
  Please consider installing the MD5 module.

libapreq-0.33/
libapreq-0.33/.cvsignore
libapreq-0.33/CREDITS
libapreq-0.33/Changes
libapreq-0.33/INSTALL
libapreq-0.33/LICENSE
libapreq-0.33/MANIFEST
libapreq-0.33/Makefile.PL
libapreq-0.33/Makefile.am
libapreq-0.33/README
libapreq-0.33/ToDo
libapreq-0.33/acconfig.h
libapreq-0.33/acinclude.m4
libapreq-0.33/aclocal.m4
libapreq-0.33/config.guess
libapreq-0.33/config.sub
libapreq-0.33/configure.in
libapreq-0.33/install-sh
libapreq-0.33/libapreq.pod
libapreq-0.33/libtool
libapreq-0.33/ltconfig
libapreq-0.33/ltmain.sh
libapreq-0.33/mkinstalldirs
libapreq-0.33/typemap
libapreq-0.33/Cookie/
libapreq-0.33/Cookie/.cvsignore
libapreq-0.33/Cookie/Cookie.pm
libapreq-0.33/Cookie/Cookie.xs
libapreq-0.33/Cookie/Makefile.PL
libapreq-0.33/Request/
libapreq-0.33/Request/.cvsignore
libapreq-0.33/Request/Makefile.PL
libapreq-0.33/Request/Request.pm
libapreq-0.33/Request/Request.xs
libapreq-0.33/c/
libapreq-0.33/c/.cvsignore
libapreq-0.33/c/Makefile.PL
libapreq-0.33/c/Makefile.am
libapreq-0.33/c/Makefile.noperl
libapreq-0.33/c/apache_cookie.c
libapreq-0.33/c/apache_cookie.h
libapreq-0.33/c/apache_multipart_buffer.c
libapreq-0.33/c/apache_multipart_buffer.h
libapreq-0.33/c/apache_request.c
libapreq-0.33/c/apache_request.h
libapreq-0.33/c/libapreq_config.h.in
libapreq-0.33/c/stamp-h.in
libapreq-0.33/c/Makefile.in
libapreq-0.33/eg/
libapreq-0.33/eg/c/
libapreq-0.33/eg/c/testapreq/
libapreq-0.33/eg/c/testapreq/Makefile.apxs
libapreq-0.33/eg/c/testapreq/Makefile.tmpl
libapreq-0.33/eg/c/testapreq/mod_testapreq.c
libapreq-0.33/eg/c/testapreq/mod_testapreq.module
libapreq-0.33/eg/perl/
libapreq-0.33/eg/perl/cookie.pl
libapreq-0.33/eg/perl/file_upload.pl
libapreq-0.33/lib/
libapreq-0.33/lib/Apache/
libapreq-0.33/lib/Apache/libapreq.pm
libapreq-0.33/missing
libapreq-0.33/Makefile.in
libapreq-0.33/configure
Removing previously used /root/.cpan/build/libapreq-0.33

  CPAN.pm: Going to build J/JI/JIMW/libapreq-0.33.tar.gz

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-0.33/Request/../blib/arch/auto/libapreq
Writing Makefile for Apache::Request
Warning: -L../blib/arch/auto/libapreq changed to
-L/root/.cpan/build/libapreq-0.33/Cookie/../blib/arch/auto/libapreq
Writing Makefile for Apache::Cookie
Writing Makefile for libapreq
make[1]: Entering directory `/root/.cpan/build/libapreq-0.33'
mkdir blib/lib
mkdir blib/lib/auto
mkdir blib/lib/auto/libapreq
mkdir blib/man3
cp libapreq.pod blib/lib/libapreq.pod
cp lib/Apache/libapreq.pm blib/lib/Apache/libapreq.pm
make[2]: Entering directory `/root/.cpan/build/libapreq-0.33/c'
gcc -c -I/usr/lib/perl5/site_perl/5.6.0/i386-linux/auto/Apache/include
-I/usr/lib/perl5/site_perl/5.6.0/i386-linux/auto/Apache/include/modules/perl
-fno-strict-aliasing -I/usr/local/include -O2 -march=i386 -mcpu=i686
-DVERSION=\"0.10\" -DXS_VERSION=\"0.10\" -fPIC
-I/usr/lib/perl5/5.6.0/i386-linux/CORE  apache_request.c
In file included from apache_request.c:58:
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[2]: *** [apache_request.o] Error 1
make[2]: Leaving directory `/root/.cpan/build/libapreq-0.33/c'
make[1]: *** [subdirs] Error 2
make[1]: Leaving directory `/root/.cpan/build/libapreq-0.33'
  /usr/bin/make  -- NOT OK
Running make test
  Oops, make had returned bad status
Running make install
  Oops, make had returned bad status

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

  
Would the updated CPAN.pm be of any help or are we missing the boat
entirely?  I've even tried the perl -MCPAN solution to no avail.  I'm yet
another one of those who is not Perl savvy (but it is getting quite
interesting!) and any help on this is appreciated.  


Thank you much,
Eric Tremont
QA, Focus Learning Corporation 

-------------- next part --------------
A non-text attachment was scrubbed...
Name: winmail.dat
Type: application/ms-tnef
Size: 4604 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020124/87e173f4/attachment.bin>

From jhein at netways.de  Tue Jan 22 06:30:58 2002
From: jhein at netways.de (Julian Hein)
Date: Tue, 22 Jan 2002 12:30:58 +0100
Subject: [rt-users] Use of LimitKeyword
Message-ID: <BCC3512209E05946985DFC040E858BF02238@net-mail.int.netways.de>

Hi everybody,

I was trying to write a report component, that gives me back the number
of tickets, that are having a specific keyword assigned to them, but I
did not succeed. All I managed is to get either the total number of
tickets or zero.

I set up the keyword tree like this and assigned the keyword tree
global, single childs.  

LeadStatus(1)
LeadStatus/positive(2)
LeadStatus/negative(3)

Afterwards i looked in the SQL Table KeywordSelects, for the Id to use
in LimitKeyword. Then I used this code:

<%PERL>
my $num=0;
my $open = new RT::Tickets($session{'CurrentUser'});

$open->LimitStatus(VALUE => 'resolved');
$open->LimitStatus(VALUE => 'open');
$open->LimitStatus(VALUE => 'new');

$open->LimitKeyword(KEYWORD => 2, OPERATOR => 'IS', KEYWORDSELECT => 1);
$open->OrderBy(FIELD => 'Created', ORDER => 'asc');

$num = $open->Count();


</%PERL>
<%$num%>

Could anybody give me some advice?

Thanks, Julian

__________________________________________________________
Julian Hein                   NETWAYS GmbH
Managing Director             Deutschherrnstr. 47a
Fon.0911/92885-11             D-90429 N?rnberg
Fax.0911/92885-31                                        
jhein at netways.de              www.netways.de              



From ptemples at temples.com  Mon Jan 21 14:16:27 2002
From: ptemples at temples.com (Phil Temples)
Date: Mon, 21 Jan 2002 14:16:27 -0500 (EST)
Subject: [rt-users] RT2 installation problem: Can't locate RT/Mason.pm
Message-ID: <200201211916.g0LJGRJA017095@io.temples.com>

Hi all,


I've searched several of the list archives, but I haven't hit upon an RTFMable 
answer yet.  

I'm trying to install a new RT2.0 on a Solaris 8 box using Perl
5.6.1.  

I've confirmed via 'make testdeps' that I've satisified all dependencies.  
The install of mod_perl (1.26) and Apache (1.3.20) went without incident.

I am using the following Virtual Server directive in my httpd.conf file:



<VirtualHost *>
    ServerName rt.foobar.com
    ServerAdmin webmaster at foobar.com
    DocumentRoot /opt/rt2/bin/webmux.pl
    ErrorDocument 404 /notfound.html
    ErrorLog logs/foobar.com-error_log
    CustomLog logs/foobar.com-access_log common
    <Location />
	SetHandler perl-script
	PerlHandler RT::Mason
    </Location>
</VirtualHost>

When I fire up the server and access http://rt.foobar.com,  I see the 
following in the foobar.com-error_log:

--
[Mon Jan 21 13:45:15 2002] [error] Can't locate RT/Mason.pm in @INC (@INC contains: /usr/local/lib/perl5/5.6.1/sun4-solaris /usr/local/lib/perl5/5.6.1 /usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris /usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl . /usr/local/apache/ /usr/local/apache/lib/perl) at (eval 7) line 3.

[Mon Jan 21 13:45:15 2002] [error] Undefined subroutine &RT::Mason::handler called.


--

A `find' for Mason.pm yields:

/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason.pm
/usr/local/lib/perl5/site_perl/5.6.1/Apache/Mason.pm
/usr/local/lib/perl5/site_perl/5.6.1/Bundle/HTML/Mason.pm

--

Should Mason.pm "live" under a directory called RT instead of HTML?

Another question: I see references requiring suidperl.  I do not have that
executable installed on my system. Nor can I find any references on the web
as to its source. The RT/FM Installation Guide talks about reconfiguring my
Perl setup to support "setuid scripts."  Any pointers on how this is done?

Thanks in advance,

Phil

--
Phil Temples <phil at temples dot com>





From tom at eborcom.com  Tue Jan 22 16:34:40 2002
From: tom at eborcom.com (Tom Hukins)
Date: Tue, 22 Jan 2002 21:34:40 +0000
Subject: [rt-users] Re: Rights documentation
In-Reply-To: <AFEAILGMDODHCFKHENHHCEMECDAA.bruce@go-mol.com>; from bruce@go-mol.com on Fri, Jan 18, 2002 at 11:46:52AM -0800
References: <AFEAILGMDODHCFKHENHHCEMECDAA.bruce@go-mol.com>
Message-ID: <20020122213439.A560@eborcom.com>

On Fri, Jan 18, 2002 at 11:46:52AM -0800, Bruce Riggins wrote:
> Does anyone have a description of the various group and user rights, what
> they mean, and recommendations for standard uses. The documentation has some
> ideas, but only seems to scratch the surface.

I answered this question a couple of weeks ago:
http://lists.fsck.com/pipermail/rt-users/2002-January/005990.html

It's always worth checking the archives before posting.

Tom



From rt2trouble at morben.ca  Fri Jan 25 13:13:35 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Fri, 25 Jan 2002 10:13:35 -0800
Subject: [rt-users] how can i set Default ACLs  ??
In-Reply-To: <20020125134412.GJ91776@ewok.creative.net.au>
References: <20020125132504.8C542189BD@pallas.eruditorum.org> <20020125083256.B391@nixc.net> <20020125134412.GJ91776@ewok.creative.net.au>
Message-ID: <200201251814.g0PIE1127668@buffy.pacificcoast.net>

Nice timing.. I was just trying to set this up and this thread was helpfull.. However I think I have set something wrong, here's the error I get when sending mail to support at rt.foo.com:

   ----- The following addresses had permanent fatal errors -----
"|/usr/local/rt2/bin/rt-mailgate --queue support --action correspond"
    (reason: service unavailable)
    (expanded from: <support at rt.foo.com>)

   ----- Transcript of session follows -----
smrsh: rt-mailgate not available for sendmail programs
554 5.0.0 Service unavailable

    [ Part 2: "Delivery Status" ]

Reporting-MTA: dns; rt.foo.com
Arrival-Date: Fri, 25 Jan 2002 18:14:41 -0800

Final-Recipient: RFC822; support at rt.foo.com
X-Actual-Recipient: X-Unix; |/usr/local/rt2/bin/rt-mailgate --queue support --action correspond
Action: failed
Status: 5.5.0
Diagnostic-Code: X-Unix; 69

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

Here is my /etc/aliases file:

# RT2
support: "|/usr/local/rt2/bin/rt-mailgate --queue support --action correspond"
support-comment: "|/usr/local/rt2/bin/rt-mailgate --queue support --action comment"

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

My RT install is living on an i686 RH7.2 system with no extras, it's dedicated to RT with nothing other than the dependencies and OpenSSH_3.0.2p1 added to the system. The support queue is called "Support Requests" and in the Queue configuration page I have the following set:
Correspondence Address:  support at rt.foo.com
Comment Address: support-comment at rt.foo.com

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

Anyone have experience with this error?

Thanks!

On January 25, 2002 05:44 am, you wrote:
> On Fri, Jan 25, 2002, Darrin Walton wrote:
> >   |+ "No permission to create tickets in the queue 'support'.Create
> >   | failed: 0 / 0 + / No permission to create tickets in the queue
> >   | 'support'."
> >   |+
> >   |+ In the archive, i have found similar question with answer "You need
> >   | to set + the Default ACLs per the Installation and Configuration
> >   | guide". +
> >   |+ So: HOW CAN I DO THAT ??
> >
> > You have to grant user rights.
>
> Hi,
>
> As an administrative user, select the Queue in the
> configuration section, and then the queue in question.
>
> Select "group rights".
>
> There'll be an "Everyone" section - you'll need to grant
> "Everyone" the "Create Ticket" (and possibly "Reply-To Ticket")
> right.
>
> Then save, and try it.
>
> HTH,
>
>
>
> Adrian



From gregs at Intellstat.com  Fri Jan 25 13:23:15 2002
From: gregs at Intellstat.com (Greg Smythe)
Date: Fri, 25 Jan 2002 10:23:15 -0800
Subject: [rt-users] another Apache::Cookie problem
Message-ID: <41257DB9CD3CD311BE92006008A52B2554FC0B@mail.intellstat.com>

You need to install the apache source.. It can't find some header files that
are in the source for apache... then try running fixdeps again


In file included from apache_request.c:58:
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





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



>  -----Original Message-----
> From: 	Eric Tremont [mailto:erict at focuslearning.com
> <mailto:erict at focuslearning.com> ] 
> Sent:	Thursday, January 24, 2002 3:11 PM
> To:	rt-users at lists.fsck.com
> Subject:	[rt-users] another Apache::Cookie problem
> 
> We are currently installing RT 2.0.11 and running Apache 1.3.20-16.
> After trying many searches, I'm throwing in the towel and going to the
> source.  You may recall this type of error message upon starting Apache:
> 
	<snip>
> Thank you much,
> Eric Tremont
> QA, Focus Learning Corporation 
> 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020125/f1d3da55/attachment.htm>

From gregs at Intellstat.com  Fri Jan 25 13:33:49 2002
From: gregs at Intellstat.com (Greg Smythe)
Date: Fri, 25 Jan 2002 10:33:49 -0800
Subject: [rt-users] how can i set Default ACLs  ??
Message-ID: <41257DB9CD3CD311BE92006008A52B2554FC0F@mail.intellstat.com>

Do this: ln -s /usr/local/rt2/bin/rt-mailgate /etc/smrsh/rt-mailgate

Then try again


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




-----Original Message-----
From: RT2 Troubles [mailto:rt2trouble at morben.ca] 
Sent: Friday, January 25, 2002 10:14 AM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] how can i set Default ACLs ??


Nice timing.. I was just trying to set this up and this thread was
helpfull.. However I think I have set something wrong, here's the error I
get when sending mail to support at rt.foo.com:

   ----- The following addresses had permanent fatal errors -----
"|/usr/local/rt2/bin/rt-mailgate --queue support --action correspond"
    (reason: service unavailable)
    (expanded from: <support at rt.foo.com>)

   ----- Transcript of session follows -----
smrsh: rt-mailgate not available for sendmail programs
554 5.0.0 Service unavailable

    [ Part 2: "Delivery Status" ]

Reporting-MTA: dns; rt.foo.com
Arrival-Date: Fri, 25 Jan 2002 18:14:41 -0800

Final-Recipient: RFC822; support at rt.foo.com
X-Actual-Recipient: X-Unix; |/usr/local/rt2/bin/rt-mailgate --queue support
--action correspond
Action: failed
Status: 5.5.0
Diagnostic-Code: X-Unix; 69

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

Here is my /etc/aliases file:

# RT2
support: "|/usr/local/rt2/bin/rt-mailgate --queue support --action
correspond"
support-comment: "|/usr/local/rt2/bin/rt-mailgate --queue support --action
comment"

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

My RT install is living on an i686 RH7.2 system with no extras, it's
dedicated to RT with nothing other than the dependencies and OpenSSH_3.0.2p1
added to the system. The support queue is called "Support Requests" and in
the Queue configuration page I have the following set:
Correspondence Address:  support at rt.foo.com
Comment Address: support-comment at rt.foo.com

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

Anyone have experience with this error?

Thanks!

On January 25, 2002 05:44 am, you wrote:
> On Fri, Jan 25, 2002, Darrin Walton wrote:
> >   |+ "No permission to create tickets in the queue 'support'.Create
> >   | failed: 0 / 0 + / No permission to create tickets in the queue
> >   | 'support'."
> >   |+
> >   |+ In the archive, i have found similar question with answer "You need
> >   | to set + the Default ACLs per the Installation and Configuration
> >   | guide". +
> >   |+ So: HOW CAN I DO THAT ??
> >
> > You have to grant user rights.
>
> Hi,
>
> As an administrative user, select the Queue in the
> configuration section, and then the queue in question.
>
> Select "group rights".
>
> There'll be an "Everyone" section - you'll need to grant
> "Everyone" the "Create Ticket" (and possibly "Reply-To Ticket")
> right.
>
> Then save, and try it.
>
> HTH,
>
>
>
> Adrian

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



From KFerguso at chi.navtech.com  Fri Jan 25 14:04:36 2002
From: KFerguso at chi.navtech.com (Ferguson, Kevin)
Date: Fri, 25 Jan 2002 13:04:36 -0600
Subject: [rt-users] Owner change
Message-ID: <91468650040FD411A51100104B63E23102E280BF@postman.chi.navtech.com>

Hi Ian,

In the contrib directory, there are Conditions and Actions for 
OwnerChange and NotifyOldOwner.  Install these per the READMEs 
and create a scrip that uses them.  Search the archives for
several examples.

ttfn,
kevin


> -----Original Message-----
> From: Ian D [mailto:ian at roxen.com]
> Sent: Thursday, January 24, 2002 6:22 AM
> To: RT
> Subject: [rt-users] Owner change
> 
> 
> How do I add a Scrip that sends email to the previous owner when a
> ticket is stolen?
> -- 
> /Ian D
> Ian Delahorne - Support at Roxen IS
> ian at roxen.com - support at roxen.com
> +46 (0)709 15 39 55
> +46 8 441 39 00
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 



From KFerguso at chi.navtech.com  Fri Jan 25 14:24:46 2002
From: KFerguso at chi.navtech.com (Ferguson, Kevin)
Date: Fri, 25 Jan 2002 13:24:46 -0600
Subject: [rt-users] RT2 installation problem: Can't locate RT/Mason.pm
Message-ID: <91468650040FD411A51100104B63E23102E280C0@postman.chi.navtech.com>

Hi Phil,

Looks like you mixed up a couple of your directives.  The DocumentRoot
is supposed to be a path, not a file.  The webmux.pl is part of the
PerlRequire directive.  Here is a Vhosts example from the installation
guide. HTH.

<VirtualHost your.ip.address>
DocumentRoot /path/to/rt2/WebRT/html
ServerName rt.example.com
PerlModule Apache::DBI
PerlFreshRestart On
PerlRequire /path/to/rt2/bin/webmux.pl
<Location />
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
</VirtualHost>


ttfn,
kevin



> -----Original Message-----
> From: Phil Temples [mailto:ptemples at temples.com]
> Sent: Monday, January 21, 2002 1:16 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] RT2 installation problem: Can't locate RT/Mason.pm
> 
> 
> Hi all,
> 
> 
> I've searched several of the list archives, but I haven't hit 
> upon an RTFMable 
> answer yet.  
> 
> I'm trying to install a new RT2.0 on a Solaris 8 box using Perl
> 5.6.1.  
> 
> I've confirmed via 'make testdeps' that I've satisified all 
> dependencies.  
> The install of mod_perl (1.26) and Apache (1.3.20) went 
> without incident.
> 
> I am using the following Virtual Server directive in my 
> httpd.conf file:
> 
> 
> 
> <VirtualHost *>
>     ServerName rt.foobar.com
>     ServerAdmin webmaster at foobar.com
>     DocumentRoot /opt/rt2/bin/webmux.pl
>     ErrorDocument 404 /notfound.html
>     ErrorLog logs/foobar.com-error_log
>     CustomLog logs/foobar.com-access_log common
>     <Location />
> 	SetHandler perl-script
> 	PerlHandler RT::Mason
>     </Location>
> </VirtualHost>
> 
> When I fire up the server and access http://rt.foobar.com,  I see the 
> following in the foobar.com-error_log:
> 
> --
> [Mon Jan 21 13:45:15 2002] [error] Can't locate RT/Mason.pm 
> in @INC (@INC contains: 
> /usr/local/lib/perl5/5.6.1/sun4-solaris 
> /usr/local/lib/perl5/5.6.1 
> /usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris 
> /usr/local/lib/perl5/site_perl/5.6.1 
> /usr/local/lib/perl5/site_perl . /usr/local/apache/ 
> /usr/local/apache/lib/perl) at (eval 7) line 3.
> 
> [Mon Jan 21 13:45:15 2002] [error] Undefined subroutine 
> &RT::Mason::handler called.
> 
> 
> --
> 
> A `find' for Mason.pm yields:
> 
> /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason.pm
> /usr/local/lib/perl5/site_perl/5.6.1/Apache/Mason.pm
> /usr/local/lib/perl5/site_perl/5.6.1/Bundle/HTML/Mason.pm
> 
> --
> 
> Should Mason.pm "live" under a directory called RT instead of HTML?
> 
> Another question: I see references requiring suidperl.  I do 
> not have that
> executable installed on my system. Nor can I find any 
> references on the web
> as to its source. The RT/FM Installation Guide talks about 
> reconfiguring my
> Perl setup to support "setuid scripts."  Any pointers on how 
> this is done?
> 
> Thanks in advance,
> 
> Phil
> 
> --
> Phil Temples <phil at temples dot com>
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 



From alesh at opensource-technologies.com  Fri Jan 25 14:36:37 2002
From: alesh at opensource-technologies.com (alesh at opensource-technologies.com)
Date: Fri, 25 Jan 2002 20:36:37 +0100 (CET)
Subject: [rt-users] Managerial Reports
In-Reply-To: <69D72311B46FD4119EF100D0B77CF7DADD9A56@lightning.univ-wea.com>
Message-ID: <Pine.LNX.4.44.0201252031100.8552-100000@pleiades.domenca.com>

Brad,

you didn't miss the reports, there aren't any.

You can look at the add-ons and/or contrib on the rt's website, there
should be some.

The other thing you could do is order some custom made reports at
Best Practical, I belive it's sales at bestpractical.com where you can get
more info.

A.

On Fri, 25 Jan 2002, Brad Teale wrote:

> Date: Fri, 25 Jan 2002 10:43:11 -0600
> From: Brad Teale <bteale at univ-wea.com>
> To: "'rt-users at lists.fsck.com'" <rt-users at lists.fsck.com>
> Subject: [rt-users] Managerial Reports
>
> I recently downloaded and installed rt-2.0.11, and I am evaluating it.
> However, I noticed there doesn't seem to be anyway to "run reports".  For
> example, open items v. closed items over a given time period assigned to
> developer X or all open items assigned to developer X.  This functionality
> may be there, but I just missed it (only had it running for 2 days now).
>
> If it is there, how do I access it?
>
> If it isn't there, is it scheduled for development, or will we need to write
> something?
>
> Thanks,
> Brad
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From darrinw at nixc.net  Fri Jan 25 14:43:34 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Fri, 25 Jan 2002 14:43:34 -0500
Subject: [rt-users] a question for "Bookmarkable"
In-Reply-To: <EB3D9A8EE0C5D411BA1B00B0D0220682045C4006@mailserver.hbt.com.cn>; from gaoxiang@hbt.com.cn on Fri, Jan 25, 2002 at 01:31:32PM +0800
References: <EB3D9A8EE0C5D411BA1B00B0D0220682045C4006@mailserver.hbt.com.cn>
Message-ID: <20020125144334.M391@nixc.net>

  |+ The RT system I used here is version 2.0.1.1. I have a doubt to ask for you
2.0.11 you mean?

  |+ how to use the link item naming " Bookmarkable
  |+ <http://202.38.142.11/Search/Listing.html?Bookmark=FrT%3B%402%7C%250%7C%241%
  |+ 7C4&TicketsSortBy=id&TicketsSortOrder=ASC&RowsPerPage=50> URL for this
  |+ search" in [Search] page. I ever clicked the link in many times, but there
  |+ was no any affection in RT. So I couldn't understand what the purpose of the
  |+ link is for. Would you please help me?

The "Bookmarkable URL" feature creates a new URL that you can then add to
your bookmarks.  It does not automatically add the bookmark to your
web browser, instead it creates a link that you can bookmark, and return
to at another date.

-darrin




From rt2trouble at morben.ca  Fri Jan 25 17:42:41 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Fri, 25 Jan 2002 14:42:41 -0800
Subject: [rt-users] how can i set Default ACLs  ??
In-Reply-To: <200201251814.g0PIE1127668@buffy.pacificcoast.net>
References: <20020125132504.8C542189BD@pallas.eruditorum.org> <20020125134412.GJ91776@ewok.creative.net.au> <200201251814.g0PIE1127668@buffy.pacificcoast.net>
Message-ID: <200201252243.g0PMh7112995@buffy.pacificcoast.net>

Wow.. Big thanks to Greg Smythe .. that man is a problem solver and a half. 
After fixing two issues in a row via some private exchanges I decided to stop 
bugging Greg and I'm posting this last (I hope) problem to the list. 

We can now accept customer mail (thanks Greg) and RT2 is putting it into the 
right queues (thanks again Greg), but when we reply to the customer submitted 
ticket, there's no mail sent and no error in the rt.log files or in 
/var/log/maillog.. It's almost like it's not even trying to send the reply 
out. Any suggestions of other log files to check or which settings I should 
check that effect mail replies?

Thanks in advance, this list is great!



From gregs at Intellstat.com  Fri Jan 25 18:03:06 2002
From: gregs at Intellstat.com (Greg Smythe)
Date: Fri, 25 Jan 2002 15:03:06 -0800
Subject: [rt-users] how can i set Default ACLs  ??
Message-ID: <41257DB9CD3CD311BE92006008A52B2554FC20@mail.intellstat.com>

Ohh! Ohh! I know the answer to this! I bet you don't have a "OnCorrespond
NotifyAllWatchers with template Correspondence" scrip setup for the queue :)

<I'm bored so I thought I'd answer anyways>


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




-----Original Message-----
From: RT2 Troubles [mailto:rt2trouble at morben.ca] 
Sent: Friday, January 25, 2002 2:43 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] how can i set Default ACLs ??


Wow.. Big thanks to Greg Smythe .. that man is a problem solver and a half. 
After fixing two issues in a row via some private exchanges I decided to
stop 
bugging Greg and I'm posting this last (I hope) problem to the list. 

We can now accept customer mail (thanks Greg) and RT2 is putting it into the

right queues (thanks again Greg), but when we reply to the customer
submitted 
ticket, there's no mail sent and no error in the rt.log files or in 
/var/log/maillog.. It's almost like it's not even trying to send the reply 
out. Any suggestions of other log files to check or which settings I should 
check that effect mail replies?

Thanks in advance, this list is great!

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



From rt2trouble at morben.ca  Fri Jan 25 18:05:59 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Fri, 25 Jan 2002 15:05:59 -0800
Subject: [rt-users] how can i set Default ACLs  ??
In-Reply-To: <41257DB9CD3CD311BE92006008A52B2554FC20@mail.intellstat.com>
References: <41257DB9CD3CD311BE92006008A52B2554FC20@mail.intellstat.com>
Message-ID: <200201252306.g0PN6Q130720@buffy.pacificcoast.net>

Uuuh no.. Hahaha.. NotifyMyGrandmaThatThisVariableIsTooLong ? Hahaha... I 
didn't touch the scrips yet because it said in the instructions that the 
primary reason to touch scrips was to have an auto-respond to email -> queue 
requests. I guess I better go read em! Thanks again Greg! ;)


On January 25, 2002 03:03 pm, you wrote:
> Ohh! Ohh! I know the answer to this! I bet you don't have a "OnCorrespond
> NotifyAllWatchers with template Correspondence" scrip setup for the queue
> :)
>
> <I'm bored so I thought I'd answer anyways>
>
>
> -=-=-=-=-=-=-=-=-=-=-=-=-=-
> Greg Smythe
> SysAdmin
> Intellstat Communications
> WA State Resident
>
>
>
>
> -----Original Message-----
> From: RT2 Troubles [mailto:rt2trouble at morben.ca]
> Sent: Friday, January 25, 2002 2:43 PM
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] how can i set Default ACLs ??
>
>
> Wow.. Big thanks to Greg Smythe .. that man is a problem solver and a half.
> After fixing two issues in a row via some private exchanges I decided to
> stop
> bugging Greg and I'm posting this last (I hope) problem to the list.
>
> We can now accept customer mail (thanks Greg) and RT2 is putting it into
> the
>
> right queues (thanks again Greg), but when we reply to the customer
> submitted
> ticket, there's no mail sent and no error in the rt.log files or in
> /var/log/maillog.. It's almost like it's not even trying to send the reply
> out. Any suggestions of other log files to check or which settings I should
> check that effect mail replies?
>
> Thanks in advance, this list is great!
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From rt2trouble at morben.ca  Fri Jan 25 18:12:50 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Fri, 25 Jan 2002 15:12:50 -0800
Subject: [rt-users] how can i set Default ACLs  ??
In-Reply-To: <41257DB9CD3CD311BE92006008A52B2554FC20@mail.intellstat.com>
References: <41257DB9CD3CD311BE92006008A52B2554FC20@mail.intellstat.com>
Message-ID: <200201252313.g0PNDH103394@buffy.pacificcoast.net>

Oh my.. That didn't require any reading.. it was so simple.. The more I learn 
RT the more I like it.. It's almost as good as Linux! :)

Thanks Greg! Thanks everyone!  Even if that was the very last bug, I'll still 
watch this list and try to share what I have learned. 

*happy dance*

On January 25, 2002 03:03 pm, you wrote:
> Ohh! Ohh! I know the answer to this! I bet you don't have a "OnCorrespond
> NotifyAllWatchers with template Correspondence" scrip setup for the queue
> :)
>
> <I'm bored so I thought I'd answer anyways>
>
>
> -=-=-=-=-=-=-=-=-=-=-=-=-=-
> Greg Smythe
> SysAdmin
> Intellstat Communications
> WA State Resident
>
>
>
>
> -----Original Message-----
> From: RT2 Troubles [mailto:rt2trouble at morben.ca]
> Sent: Friday, January 25, 2002 2:43 PM
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] how can i set Default ACLs ??
>
>
> Wow.. Big thanks to Greg Smythe .. that man is a problem solver and a half.
> After fixing two issues in a row via some private exchanges I decided to
> stop
> bugging Greg and I'm posting this last (I hope) problem to the list.
>
> We can now accept customer mail (thanks Greg) and RT2 is putting it into
> the
>
> right queues (thanks again Greg), but when we reply to the customer
> submitted
> ticket, there's no mail sent and no error in the rt.log files or in
> /var/log/maillog.. It's almost like it's not even trying to send the reply
> out. Any suggestions of other log files to check or which settings I should
> check that effect mail replies?
>
> Thanks in advance, this list is great!
>
> _______________________________________________
> 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 adam at bdti.com  Fri Jan 25 19:35:07 2002
From: adam at bdti.com (Adam Lins)
Date: Fri, 25 Jan 2002 16:35:07 -0800
Subject: [rt-users] Duplicate emails on comment, resolve
Message-ID: <15441.63931.834068.576585@bertha.bdti.com>

(Using RT v2.0.8 on x86 RH6.1)

Hi, 

On ticket comment or resolve, users are getting two emails. I can't
see why that would be.

Any ideas of where to look or what's causing it?

Thanks,
-Adam



From adam at bdti.com  Fri Jan 25 20:21:38 2002
From: adam at bdti.com (Adam Lins)
Date: Fri, 25 Jan 2002 17:21:38 -0800
Subject: [rt-users] Duplicate emails on comment, resolve
In-Reply-To: <5.1.0.14.2.20020125194900.031f9170@mx1.design.ohio-state.edu>
References: <15441.63931.834068.576585@bertha.bdti.com>
	<5.1.0.14.2.20020125194900.031f9170@mx1.design.ohio-state.edu>
Message-ID: <15442.1186.306630.794144@bertha.bdti.com>

David, 

Thanks to you and the others who responded so quickly. The problem
now appears to be fixed.

-Adam
Learning RT, s-l-o-w-l-y ;-)

David Miller writes:
 > At 04:35 PM 1/25/2002 -0800, you wrote:
 > >(Using RT v2.0.8 on x86 RH6.1)
 > >
 > >Hi,
 > >
 > >On ticket comment or resolve, users are getting two emails. I can't
 > >see why that would be.
 > 
 > Look at your scrips and see if you have an OnTransaction scrip set.  If you 
 > have that along with OnComment and OnResolve scrips it would send mail twice.
 > 
 > 
 > David Miller
 > Systems Administrator
 > Department of Design
 > Department of Art
 > The Ohio State University
 > 
 > ph: 614.688.5907
 > fx:  614.292.0217
 > 
 > 



From kris at eclipseci.com  Fri Jan 25 22:22:26 2002
From: kris at eclipseci.com (Kristopher Lalletti)
Date: Fri, 25 Jan 2002 22:22:26 -0500
Subject: [rt-users] Database schema
Message-ID: <000201c1a618$add4b9b0$c800000a@kris>

Out of curiosity, 
 
I'm hacking away at the RT2 database, poking around the internal guts,
and I wanted to know if anyone had a relational diagram of the database?
 
I'm thinking of implementing foreign keys, to make the database solid as
a rock, but a brief look at the database scheme shows a big of
ambiguity.
 
Any suggestions (aside from using rt & looking at the tables while new
entries get added)?
 
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020125/10b61145/attachment.htm>

From b.boksa at sidebysite.de  Sat Jan 26 06:40:14 2002
From: b.boksa at sidebysite.de (Benjamin Boksa)
Date: Sat, 26 Jan 2002 12:40:14 +0100
Subject: [rt-users] another Apache::Cookie problem
In-Reply-To: <GCEJJAEBGBNADJAOCLAEGEJDCAAA.erict@focuslearning.com>
Message-ID: <B878542E.5A8C%b.boksa@sidebysite.de>

Hi Eric!

Do you use a Redhat System? I had exactly the same Problem with
Apache::Cookie on Redhat.

I fixed it by installing apache-devel and mod-perl and then manually
changing libapreq-0.33/c/apache_request.h:

Just use absolute paths in the directives where httpd_core.h and so on are
included and it should work for you after you have done a 'make realclean'
and another make.

I hope that could help you solve you problem.

Regards,

Benjamin Boksa


> We are currently installing RT 2.0.11 and running Apache 1.3.20-16.   After
> trying many searches, I'm throwing in the towel and going to the source.
> You may recall this type of error message upon starting Apache:
> 
> Starting httpd: [Thu Jan 24 17:48:31 2002] [error] Can't locate
> Apache/Cookie.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib
> /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
> /opt/rt2/bin/webmux.pl line 80.
> BEGIN failed--compilation aborted at /opt/rt2/bin/webmux.pl line 80.
> Compilation failed in require at (eval 1) line 1.
> 
> Syntax error on line 1448 of /etc/httpd/conf/httpd.conf:
> Can't locate Apache/Cookie.pm in @INC (@INC contains: /opt/rt2/etc
> /opt/rt2/lib /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
> /opt/rt2/bin/webmux.pl line 80.
> BEGIN failed--compilation aborted at /opt/rt2/bin/webmux.pl line 80.
> Compilation failed in require at (eval 1) line 1.
> 
> [FAILED]
> 
> 
> Testdeps shows that Apache::Cookies is not installed, however it is clear
> that the latest libapreq (0.33) has been installed in fixdeps but
> apache_request shows no directories and that the make file is not OK, as
> shown here:
> 
> /usr/bin/perl ./tools/testdeps -fix 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....Apache::Cookie not installed.Installing with
> CPAN...Going to read /root/.cpan/sources/authors/01mailrc.txt.gz
> Going to read /root/.cpan/sources/modules/02packages.details.txt.gz
> Scanning cache /root/.cpan/build for sizes
> 
> There's a new CPAN.pm version (v1.59) available!
> [Current version is v1.52]
> You might want to try
>   install Bundle::CPAN
>   reload cpan
> without quitting the current session. It should be a seamless upgrade
> while we are running...
> 
> Going to read /root/.cpan/sources/modules/03modlist.data.gz
> Running make for J/JI/JIMW/libapreq-0.33.tar.gz
> 
> CPAN: MD5 security checks disabled because MD5 not installed.
> Please consider installing the MD5 module.
> 
> libapreq-0.33/
> libapreq-0.33/.cvsignore
> libapreq-0.33/CREDITS
> libapreq-0.33/Changes
> libapreq-0.33/INSTALL
> libapreq-0.33/LICENSE
> libapreq-0.33/MANIFEST
> libapreq-0.33/Makefile.PL
> libapreq-0.33/Makefile.am
> libapreq-0.33/README
> libapreq-0.33/ToDo
> libapreq-0.33/acconfig.h
> libapreq-0.33/acinclude.m4
> libapreq-0.33/aclocal.m4
> libapreq-0.33/config.guess
> libapreq-0.33/config.sub
> libapreq-0.33/configure.in
> libapreq-0.33/install-sh
> libapreq-0.33/libapreq.pod
> libapreq-0.33/libtool
> libapreq-0.33/ltconfig
> libapreq-0.33/ltmain.sh
> libapreq-0.33/mkinstalldirs
> libapreq-0.33/typemap
> libapreq-0.33/Cookie/
> libapreq-0.33/Cookie/.cvsignore
> libapreq-0.33/Cookie/Cookie.pm
> libapreq-0.33/Cookie/Cookie.xs
> libapreq-0.33/Cookie/Makefile.PL
> libapreq-0.33/Request/
> libapreq-0.33/Request/.cvsignore
> libapreq-0.33/Request/Makefile.PL
> libapreq-0.33/Request/Request.pm
> libapreq-0.33/Request/Request.xs
> libapreq-0.33/c/
> libapreq-0.33/c/.cvsignore
> libapreq-0.33/c/Makefile.PL
> libapreq-0.33/c/Makefile.am
> libapreq-0.33/c/Makefile.noperl
> libapreq-0.33/c/apache_cookie.c
> libapreq-0.33/c/apache_cookie.h
> libapreq-0.33/c/apache_multipart_buffer.c
> libapreq-0.33/c/apache_multipart_buffer.h
> libapreq-0.33/c/apache_request.c
> libapreq-0.33/c/apache_request.h
> libapreq-0.33/c/libapreq_config.h.in
> libapreq-0.33/c/stamp-h.in
> libapreq-0.33/c/Makefile.in
> libapreq-0.33/eg/
> libapreq-0.33/eg/c/
> libapreq-0.33/eg/c/testapreq/
> libapreq-0.33/eg/c/testapreq/Makefile.apxs
> libapreq-0.33/eg/c/testapreq/Makefile.tmpl
> libapreq-0.33/eg/c/testapreq/mod_testapreq.c
> libapreq-0.33/eg/c/testapreq/mod_testapreq.module
> libapreq-0.33/eg/perl/
> libapreq-0.33/eg/perl/cookie.pl
> libapreq-0.33/eg/perl/file_upload.pl
> libapreq-0.33/lib/
> libapreq-0.33/lib/Apache/
> libapreq-0.33/lib/Apache/libapreq.pm
> libapreq-0.33/missing
> libapreq-0.33/Makefile.in
> libapreq-0.33/configure
> Removing previously used /root/.cpan/build/libapreq-0.33
> 
> CPAN.pm: Going to build J/JI/JIMW/libapreq-0.33.tar.gz
> 
> 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-0.33/Request/../blib/arch/auto/libapreq
> Writing Makefile for Apache::Request
> Warning: -L../blib/arch/auto/libapreq changed to
> -L/root/.cpan/build/libapreq-0.33/Cookie/../blib/arch/auto/libapreq
> Writing Makefile for Apache::Cookie
> Writing Makefile for libapreq
> make[1]: Entering directory `/root/.cpan/build/libapreq-0.33'
> mkdir blib/lib
> mkdir blib/lib/auto
> mkdir blib/lib/auto/libapreq
> mkdir blib/man3
> cp libapreq.pod blib/lib/libapreq.pod
> cp lib/Apache/libapreq.pm blib/lib/Apache/libapreq.pm
> make[2]: Entering directory `/root/.cpan/build/libapreq-0.33/c'
> gcc -c -I/usr/lib/perl5/site_perl/5.6.0/i386-linux/auto/Apache/include
> -I/usr/lib/perl5/site_perl/5.6.0/i386-linux/auto/Apache/include/modules/perl
> -fno-strict-aliasing -I/usr/local/include -O2 -march=i386 -mcpu=i686
> -DVERSION=\"0.10\" -DXS_VERSION=\"0.10\" -fPIC
> -I/usr/lib/perl5/5.6.0/i386-linux/CORE  apache_request.c
> In file included from apache_request.c:58:
> 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[2]: *** [apache_request.o] Error 1
> make[2]: Leaving directory `/root/.cpan/build/libapreq-0.33/c'
> make[1]: *** [subdirs] Error 2
> make[1]: Leaving directory `/root/.cpan/build/libapreq-0.33'
> /usr/bin/make  -- NOT OK
> Running make test
> Oops, make had returned bad status
> Running make install
> Oops, make had returned bad status
> 
> 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
> 
> 
> Would the updated CPAN.pm be of any help or are we missing the boat
> entirely?  I've even tried the perl -MCPAN solution to no avail.  I'm yet
> another one of those who is not Perl savvy (but it is getting quite
> interesting!) and any help on this is appreciated.
> 
> 
> Thank you much,
> Eric Tremont
> QA, Focus Learning Corporation
> 
> 



-- 
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 sfeher at bluesystem.hu  Sat Jan 26 08:21:58 2002
From: sfeher at bluesystem.hu (Feher Sandor)
Date: Sat, 26 Jan 2002 14:21:58 +0100
Subject: [rt-users] installation problems
Message-ID: <3C52AD76.23C1A8F5@bluesystem.hu>

Hi folks,

I have problem with perl modules' installation. make fixdeps does not
help me either. Here some output:

make testdeps

/usr/bin/perl ./tools/testdeps -warn Oracle
Checking for DBI 1.18 ...found
Checking for DBIx::DataSource 0.02 ...found
Checking for DBIx::SearchBuilder 0.48 ...found
Checking for HTML::Entities...found
Checking for MLDBM...found
Checking for Net::Domain...found
Checking for Net::SMTP...found
Checking for Params::Validate 0.02 ...found
Checking for HTML::Mason 1.02 ...found
Checking for CGI::Cookie 1.20 ...found
Checking for Apache::Cookie....Apache::Cookie not installed.
Checking for Apache::Session 1.53 ....Apache::Session 1.53  not
installed.
Checking for Date::Parse...found
Checking for Date::Format...found
Checking for MIME::Entity 5.108 ...found
Checking for Mail::Mailer 1.20 ...found
Checking for Getopt::Long 2.24 ...found
Checking for Tie::IxHash...found
Checking for Text::Wrapper...found
Checking for Text::Template...found
Checking for File::Spec 0.8 ...found
Checking for Errno...found
Checking for FreezeThaw...found
Checking for File::Temp...found
Checking for Log::Dispatch 1.6 ...found
Checking for DBD::Oracle  ...found

I've installed Apache::Cookie and Apache::Session 1.53 too manually but
it did not help me 
Then I tried make fixdeps:

Running make test
make[1]: Entering directory `/fs/.cpan/build/Apache-Session-1.54'
PERL_DL_NONLAZY=1 /usr/bin/perl -Iblib/arch -Iblib/lib
-I/usr/lib/perl5/5.6.0/i386-lin
t/99base64..........dubious
        Test returned status 2 (wstat 512, 0x200)
t/99dbfilestore.....ok
t/99dbfile..........dubious
        Test returned status 2 (wstat 512, 0x200)
t/99filelock........ok
t/99filestore.......ok
t/99file............dubious
        Test returned status 2 (wstat 512, 0x200)
t/99flex............dubious
        Test returned status 2 (wstat 512, 0x200)
DIED. FAILED tests 1-2
        Failed 2/2 tests, 0.00% okay
t/99md5gen..........ok
t/99moduniqgen......ok
t/99mysqllock.......skipped test on this platform
t/99mysqlstore......skipped test on this platform
t/99mysql...........dubious
        Test returned status 2 (wstat 512, 0x200)
t/99nulllock........ok
t/99oracle..........dubious
        Test returned status 2 (wstat 512, 0x200)
t/99postgres........dubious
        Test returned status 2 (wstat 512, 0x200)
t/99semaphore.......ok
t/99storable........dubious
        Test returned status 2 (wstat 512, 0x200)
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.
make[1]: Leaving directory `/fs/.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

It complains for Stored.pm even I installed it succesfuly.
I'm still desperate to install rt but I need some more help and patienc
8-).


tia and bye.,Sanya

-- 
...Feher Sandor... mailto:fehers at freemail.hu http://w3.swi.hu/sfeher



From ayan.kayal at yale.edu  Sat Jan 26 11:06:42 2002
From: ayan.kayal at yale.edu (Ayan R. Kayal)
Date: Sat, 26 Jan 2002 11:06:42 -0500
Subject: [rt-users] Last Transaction...
Message-ID: <NDBBLGIJILLPLMJHFAFACEOACKAA.ayan.kayal@yale.edu>

I don't know if this has already been covered on the list at some point, but
when you click on the link at "Updated" on a ticket display under Dates, it
should ideally go to the last transaction on the ticket. This may have been
fixed in a current version (I'm looking at 2.0.9), but it appears that the
anchor link (i.e. #lasttrans) doesn't work with it after the query string.
However, I tried putting #lasttrans before the query string, RT says no
ticket specified. Any ideas?

O-                         ~ARK




From bruce_campbell at ripe.net  Sat Jan 26 13:44:19 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Sat, 26 Jan 2002 19:44:19 +0100 (CET)
Subject: [rt-users] Last Transaction...
In-Reply-To: <NDBBLGIJILLPLMJHFAFACEOACKAA.ayan.kayal@yale.edu>
Message-ID: <Pine.LNX.4.44.0201261937250.3593-100000@x22.ripe.net>

On Sat, 26 Jan 2002, Ayan R. Kayal wrote:

> I don't know if this has already been covered on the list at some point, but
> when you click on the link at "Updated" on a ticket display under Dates, it
> should ideally go to the last transaction on the ticket. This may have been
> fixed in a current version (I'm looking at 2.0.9), but it appears that the
> anchor link (i.e. #lasttrans) doesn't work with it after the query string.
> However, I tried putting #lasttrans before the query string, RT says no
> ticket specified. Any ideas?

Following anchor links is up to the web browser, not RT.  Changing the
order in the URL will merely break things as you've seen.  Jumping to the
link works happily, but your browser may not bother to realign the window
if the ticket fits completely within the window.


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




From bruce_campbell at ripe.net  Sat Jan 26 13:58:13 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Sat, 26 Jan 2002 19:58:13 +0100 (CET)
Subject: [rt-users] missing OwnerChange.pm
In-Reply-To: <063d01c1a5b8$c4d3b9a0$0b16160a@Desktop>
Message-ID: <Pine.LNX.4.44.0201261950520.3593-100000@x22.ripe.net>

On Fri, 25 Jan 2002, matthew zeier wrote:

> Is this a failure in rt or do I have OwnerChange.pm in the wrong place?

The latter ;)

> irv1-core# find /opt/rt2 -name "OwnerChange.pm"
> /opt/rt2/lib/RT/Action/OwnerChange.pm
>
> Making a symlink "fixed" it.
>
> irv1-core# /opt/rt2/bin/rt --id=1196-1197 --status=dead
> Can't locate RT/Condition/OwnerChange.pm in @INC (@INC contains:

OwnerChange.pm is a ScripCondition, so it should live in
/opt/rt2/lib/RT/Condition/ .  Refer to the 'package' line in the file, and
replace the '::' with '/'s to build the patch from the RT lib directory.
(the perlmod man page is a good starting reference to :: magics)

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




From bruce_campbell at ripe.net  Sat Jan 26 14:07:19 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Sat, 26 Jan 2002 20:07:19 +0100 (CET)
Subject: [rt-users] Database schema
In-Reply-To: <000201c1a618$add4b9b0$c800000a@kris>
Message-ID: <Pine.LNX.4.44.0201262003180.3593-100000@x22.ripe.net>

On Fri, 25 Jan 2002, Kristopher Lalletti wrote:

> I'm hacking away at the RT2 database, poking around the internal guts,
> and I wanted to know if anyone had a relational diagram of the database?

As looking inside the head of Jesse is not an option, I'd suggest you look
at the comments in the file 'schema.pm' in the distribution tarball.  The
docs directory also has a lot of stuff.

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




From mkalastro at soe.ucsc.edu  Sat Jan 26 19:39:23 2002
From: mkalastro at soe.ucsc.edu (Matthew Kalastro)
Date: Sat, 26 Jan 2002 16:39:23 -0800
Subject: [rt-users] external database lookup to create new users
Message-ID: <20020126164016-r01010800-77cc8d8a-0922-0108@10.10.10.2>

Hi list,

I'm using the external database lookup for users when they submit tickets via email.  New accounts are created automatically.  This is great.

However, my boss would now like the same thing working via the web.  That is, if a user logs in via the web (I'm using the external database lookup for web authentication), but doesn't have an account, one would automatically be created for them (instead of displaying the "You are not an authorized user." screen).

Can anyone provide me a hint as to where to begin coding to make this happen?  I'll contribute the code if I could get it to work.  Thanks a lot.

Thanks to everyone for providing such an informative list,
Matthew



From janez.dovc at ijs.si  Sat Jan 26 22:42:18 2002
From: janez.dovc at ijs.si (Janez Dovc)
Date: Sun, 27 Jan 2002 04:42:18 +0100
Subject: [rt-users] problem with configuration
Message-ID: <002501c1a6e4$9f86a400$0101a8c0@kgb>

Hello,
I am a new user of RT. I heard about it that is very useful so I want to
install it on our server. But I have problems making it working. I install
all perl modules (make tesdeps found everything), make install sucesfully
installs everything and configure mysql database and mod_perl is also
instaled. But the problem is, when I try to start the apache server. There
is an error, you can check at the bottom of this page. The httd.conf entry
is:

Alias /rt2/ /usr/local/rt2/WebRT/html/
PerlRequire /usr/local/rt2/bin/webmux.pl
<Location /rt2>
  SetHandler perl-script
  PerlHandler RT::Mason
</Location>

Can you give me a hint, what is wrong?

Thanks in advance,

Janez



root at cosy:/software# /usr/local/apache/bin/apachectl start
[Sat Jan 26 22:33:49 2002] [error] Can't locate Storable.pm in @INC (@INC
contains: /usr/local/rt2/etc /usr/local/rt2/lib /usr/lib/perl5/i386-linux
/usr/lib/perl5 /usr/lib/perl5/site_perl/i386-linux /usr/lib/perl5/site_perl
. /usr/local/apache/ /usr/local/apache/lib/perl) at
/usr/lib/perl5/site_perl/Apache/Session/Serialize/Storable.pm line 14.
BEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/Apache/Session/Serialize/Storable.pm line 14.
Compilation failed in require at
/usr/lib/perl5/site_perl/Apache/Session/File.pm line 22.
BEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/Apache/Session/File.pm line 22.
Compilation failed in require at /usr/local/rt2/bin/webmux.pl line 85.
BEGIN failed--compilation aborted at /usr/local/rt2/bin/webmux.pl line 85.
Compilation failed in require at (eval 1) line 1.

Syntax error on line 1071 of /usr/local/apache/conf/httpd.conf:
Can't locate Storable.pm in @INC (@INC contains: /usr/local/rt2/etc
/usr/local/rt2/lib /usr/lib/perl5/i386-linux /usr/lib/perl5
/usr/lib/perl5/site_perl/i386-linux /usr/lib/perl5/site_perl .
/usr/local/apache/ /usr/local/apache/lib/perl) at
/usr/lib/perl5/site_perl/Apache/Session/Serialize/Storable.pm line 14.
BEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/Apache/Session/Serialize/Storable.pm line 14.
Compilation failed in require at
/usr/lib/perl5/site_perl/Apache/Session/File.pm line 22.
BEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/Apache/Session/File.pm line 22.
Compilation failed in require at /usr/local/rt2/bin/webmux.pl line 85.
BEGIN failed--compilation aborted at /usr/local/rt2/bin/webmux.pl line 85.
Compilation failed in require at (eval 1) line 1.

/usr/local/apache/bin/apachectl start: httpd could not be started
root at cosy:/software#




From kris at eclipseci.com  Sun Jan 27 10:26:51 2002
From: kris at eclipseci.com (Kristopher Lalletti)
Date: Sun, 27 Jan 2002 10:26:51 -0500
Subject: [rt-users] problem with configuration
In-Reply-To: <002501c1a6e4$9f86a400$0101a8c0@kgb>
Message-ID: <000201c1a747$0b7e2ea0$c800000a@kris>

You're missing some perl modules..

Storable.pm, I think the package is called Storable on CPAN.. just do a
search and install it.

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Janez Dovc
Sent: January 26, 2002 10:42 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] problem with configuration

Hello,
I am a new user of RT. I heard about it that is very useful so I want to
install it on our server. But I have problems making it working. I
install
all perl modules (make tesdeps found everything), make install
sucesfully
installs everything and configure mysql database and mod_perl is also
instaled. But the problem is, when I try to start the apache server.
There
is an error, you can check at the bottom of this page. The httd.conf
entry
is:

Alias /rt2/ /usr/local/rt2/WebRT/html/
PerlRequire /usr/local/rt2/bin/webmux.pl
<Location /rt2>
  SetHandler perl-script
  PerlHandler RT::Mason
</Location>

Can you give me a hint, what is wrong?

Thanks in advance,

Janez



root at cosy:/software# /usr/local/apache/bin/apachectl start
[Sat Jan 26 22:33:49 2002] [error] Can't locate Storable.pm in @INC
(@INC
contains: /usr/local/rt2/etc /usr/local/rt2/lib
/usr/lib/perl5/i386-linux
/usr/lib/perl5 /usr/lib/perl5/site_perl/i386-linux
/usr/lib/perl5/site_perl
. /usr/local/apache/ /usr/local/apache/lib/perl) at
/usr/lib/perl5/site_perl/Apache/Session/Serialize/Storable.pm line 14.
BEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/Apache/Session/Serialize/Storable.pm line 14.
Compilation failed in require at
/usr/lib/perl5/site_perl/Apache/Session/File.pm line 22.
BEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/Apache/Session/File.pm line 22.
Compilation failed in require at /usr/local/rt2/bin/webmux.pl line 85.
BEGIN failed--compilation aborted at /usr/local/rt2/bin/webmux.pl line
85.
Compilation failed in require at (eval 1) line 1.

Syntax error on line 1071 of /usr/local/apache/conf/httpd.conf:
Can't locate Storable.pm in @INC (@INC contains: /usr/local/rt2/etc
/usr/local/rt2/lib /usr/lib/perl5/i386-linux /usr/lib/perl5
/usr/lib/perl5/site_perl/i386-linux /usr/lib/perl5/site_perl .
/usr/local/apache/ /usr/local/apache/lib/perl) at
/usr/lib/perl5/site_perl/Apache/Session/Serialize/Storable.pm line 14.
BEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/Apache/Session/Serialize/Storable.pm line 14.
Compilation failed in require at
/usr/lib/perl5/site_perl/Apache/Session/File.pm line 22.
BEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/Apache/Session/File.pm line 22.
Compilation failed in require at /usr/local/rt2/bin/webmux.pl line 85.
BEGIN failed--compilation aborted at /usr/local/rt2/bin/webmux.pl line
85.
Compilation failed in require at (eval 1) line 1.

/usr/local/apache/bin/apachectl start: httpd could not be started
root at cosy:/software#


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





From seph at commerceflow.com  Sun Jan 27 15:54:19 2002
From: seph at commerceflow.com (seph)
Date: 27 Jan 2002 12:54:19 -0800
Subject: [rt-users] Exim alias dilemma
In-Reply-To: Paul Burkett's message of "Thu, 24 Jan 2002 13:22:00 -0800"
References: <20020122164140.0e60756c.pburkett@callatg.com> <m3vgdts6hd.fsf@rewt.rc6.org> <20020124132200.04fa9694.pburkett@callatg.com>
Message-ID: <6ybsffa51g.fsf@seph.commerceflow.com>

This looks like my hack that's mentioned in rt/fm.

you don't send to queuename+action at localdomain.com, you send to 
rt-queuename+action@<whatever>

the leading rt- is important, as this setup creates special handling
for mail that would otherwise go ti the user rt.

seph


Paul Burkett <pburkett at callatg.com> writes:

> Sure, here's a snip that's located in the TRANSPORTS section of the exim.conf:
> 
> # my rt hack
> local_delivery_rt:
>   driver = pipe
>   command = "/usr/local/rt2/bin/rt-mailgate| --queue| ${quote:$local_part}| --action| ${quote:${substr_1:$local_part_suffix}}"
>   return_path_add
>   return_output
>   prefix = ""
>   suffix = ""
> 
> 
> And this is a snip from the DIRECTORS section:
> 
> localuser_rt:
>   driver = smartuser
>   suffix = +*
>   prefix = *-
>   new_address = ${quote:${lc:${local_part}}}@${domain}
>   transport = local_delivery_rt
> 
> I don't really get this hack but supposedley I can send a queue to queuename+action at localdomain.com without actually entering an alias in the exim.conf file. Is this true? Or am I misinterpreting the hack?
> 
> On 23 Jan 2002 11:32:14 +0100
> remco at rc6.org (Remco B. Brink) wrote:
> 
> > Paul Burkett <pburkett at callatg.com> writes:
> > 
> > > Hey, I followed the instructions that were listed in the helpful installation guide, but when I seem to send an email to a queue, it doesn't show up in the web interface. Does anybody know any reasons why? I'm using Exim and I copied and pasted the code from the guide in the correct locations of the exim.conf Any help would be greatly appreciated, thanks.
> > 
> > Can you show the code you added to your exim.conf?
> > 
> > Did you also add the correct aliases to your /etc/aliases file? 
> > 
> > An example. Mailing to rt at domain.com will generate a ticket in the
> > "general" queue:
> >   rt:         "|/local/rt2/bin/rt-mailgate --queue general --action correspond"
> >   rt-comment: "|/local/rt2/bin/rt-mailgate --queue general --action comment"
> > 
> > regards,
> > Remco
> > 
> > -- 
> > Remco B. Brink - Blyfri Productions AS Chief Tech Officer - http://blyfri.as
> >  Personal site at http://rc6.org -- PGP/GnuPG key at http://rc6.org/rbb.pgp
> > 
> > "Hey, I know this! This is Unix!" - Jurassic Park
> > 
> 
> 
> -- 
> 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



From toni.willberg at atbusiness.com  Mon Jan 28 02:17:41 2002
From: toni.willberg at atbusiness.com (Toni Willberg)
Date: 28 Jan 2002 09:17:41 +0200
Subject: Solution: Re: [rt-users] Changing next available ticket number from
	database?
In-Reply-To: <1011861575.3159.106.camel@toniw.in.atbusiness.com>
References: <1011861575.3159.106.camel@toniw.in.atbusiness.com>
Message-ID: <1012202261.1130.12.camel@toniw.in.atbusiness.com>

Replying to myself. :)

I'm using MySQL, but I guess this is not depending on database.



# To see last ticket id in DB: (I have only one in this example)

mysql> select id, EffectiveId from Tickets;
+-------+-------------+
| id    | EffectiveId |
+-------+-------------+
| 50    |       50    |
+-------+-------------+
1 row in set (0.00 sec)



# To update ticket number:

mysql> update Tickets set id=10000, EffectiveId=10000 where id=50;


I don't know what is difference between 'id' and 'EffectiveId', but
updating both did not break things. Your milage may vary... ;)

You should add one dummy ticket to system and update it's id. Otherwise
there might be references to your ticket id somewhere else (like in
Transactions) and you'd break things.

Someone please correct if I've done something wrong.


And don't blaim me if your production database gets screwed up. It's you
typing the commands, not me. ;)


- Toni




On Thu, 2002-01-24 at 10:39, Toni Willberg wrote:
> Moi!
> 
> I have finished testing RT in our environment and it's time to start
> really using it. (It rocks!)
> 
> RT test ticket numbers go around #50 at the moment in my test
> environment. Our old system however is going near #5000. 
> 
> I want migration to be as easy as possible for clients so I will have
> same kind of format for email subject lines as previous system had.
> Because of this I need to set RT so that it starts numbering from #10000
> or something. 
> 
> This also helps our support because you can tell if the request is found
> from old or new system from the number.
> 
> So where does RT keep count which ticket number is next and how to
> change it. And is it even safe to change it? :)
> 
> 
> Yours,
> 
>  Toni
> 
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
-- 
Toni Willberg
System Specialist, Support
AtBusiness Communications Oyj, Kaapeliaukio 1, FI-00180 HELSINKI
tel. +358 9 2311 6600, fax. +358 9 2311 6601, http://www.atbusiness.com/




From frank.rutzen at kuehne-nagel.com  Mon Jan 28 03:19:40 2002
From: frank.rutzen at kuehne-nagel.com (Frank Rutzen)
Date: Mon, 28 Jan 2002 09:19:40 +0100
Subject: [rt-users] trouble in using the RT command line tools
References: <Pine.LNX.4.31.0201111934340.23554-100000@x22.ripe.net> <3C4C3C06.DD090304@kuehne-nagel.com> <1011729007.12028.4.camel@labyrinth.wildbrain.com> <20020122151409.J3768@fsck.com>
Message-ID: <3C55099C.5DE9EE8@kuehne-nagel.com>

Tks for helping me.
Sorry for ignoring the FAQ.

I modified the suidperl as in the FAQ.
Now it's going one step further and i get the Error:
"No RT user found. Please consult your RT administrator."

For testing i setup a user with the same name in the linux box and on my
RT system and get the mentioned error.

Do i need to allow a database connections for this linux user to the RT
database?

If somebody can give me a hint.

TKS
FRANK




Jesse Vincent wrote:
> 
> This is in the FAQ. your copy of perl isn't built with setuid/segid support.
> 
>         -jesse
> 
> On Tue, Jan 22, 2002 at 11:50:07AM -0800, Jim Meyer wrote:
> > On Mon, 2002-01-21 at 08:04, Frank Rutzen wrote:
> > > Tried to use the rt2/bin/rt to access my tickets.
> > >
> > > and the result is:
> > > frank at discovery:/opt/rt2/bin > rt
> > > Can't do setuid
> >
> > I think you have to run it as root so that you're allowed to use the
> > setuid command. Otherwise, your box may be configured not to run
> > setuid/setgid scripts.
> >
> > Those are my two leading guesses. =]
> >
> > --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
> >
> 
> --
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.



From bruce_campbell at ripe.net  Mon Jan 28 08:35:23 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 28 Jan 2002 14:35:23 +0100 (CET)
Subject: [rt-users] trouble in using the RT command line tools
In-Reply-To: <3C55099C.5DE9EE8@kuehne-nagel.com>
Message-ID: <Pine.LNX.4.44.0201281427370.3593-100000@x22.ripe.net>

On Mon, 28 Jan 2002, Frank Rutzen wrote:

> I modified the suidperl as in the FAQ.
> Now it's going one step further and i get the Error:
> "No RT user found. Please consult your RT administrator."
>
> For testing i setup a user with the same name in the linux box and on my
> RT system and get the mentioned error.

Make sure that the User's 'Unix Login' is also set in their
User's Configuration.

> Do i need to allow a database connections for this linux user to the RT
> database?

That 'depends'.  If a given unix user can a) execute 'rt', and b)
config.pm is being read correctly (different error message if it isn't),
then the MySQL database is seeing a connection from the username and
password defined in config.pm.  The rough answer is 'no, only the rt_user
needs to access SQL, all other users effectively are the rt_user when
connecting to the databases'.

The next obvious thing to do is to verify that you are allowing that user
to connect from any host that has access to your RT installation... which
means the webserver you run RT on, and any hosts where 'rt' can be
executed on.  ( For myself, thats over a hundred hosts, so I have a
somewhat 'loose' SQL access list to my annoyance. )

However, you should get a rather obvious error message from the perl DB
libraries if the above paragraph is the case.



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




From thorsten.sturm at gentleware.de  Mon Jan 28 11:58:28 2002
From: thorsten.sturm at gentleware.de (Thorsten Sturm)
Date: Mon, 28 Jan 2002 17:58:28 +0100
Subject: [rt-users] Email address blacklist
Message-ID: <3C558333.FD6F69B8@gentleware.de>

Hi,

is it possible to stop RT from making tickets for emails coming from
specific email addresses?

My problem is, that I configured RT to create a new ticket for each
incoming email and send an autoreply message back to its sender.
Sometimes, sending this autoreply fails for some reason. That causes the
mailer daemon to send an "delivery failed" message back to RT which in
turn causes a new autoreply to the mailer daemon. Now I need some advice
on how I can stop RT  from sending an autoreply message to any email
coming from the mailer daemon. Any ideas?

Thorsten

From bruce_campbell at ripe.net  Mon Jan 28 12:21:32 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 28 Jan 2002 18:21:32 +0100 (CET)
Subject: [rt-users] Useful - Header, Jumpbar
Message-ID: <Pine.LNX.4.44.0201281749230.3593-200000@x22.ripe.net>


This is a useful thing that I've tossed in our RT system here, in the main
Header at the top.  I call it a JumpBar, others will probably call it an
annoying javascripty thing ;).

It provides a dropdown box in the main Header (red bar, top of each page)
to start a new browser window to go elsewhere, amongst the URLs that you
provide.  In our instance, we include a link to our internal web page[1],
ordering pages of our supplies, links to google, our monitoring system
etc.

The javascript code itself was copied from cnn.com, who in turn copied
from somewhere else... (etc).  The attached example includes some fsck.com
links that you might find handy.

To use it, save the attached file as
/path/to/rt/WebRT/html/Elements/JumpBar.  Then, put some lines in
/path/to/rt/WebRT/html/Elements/Header, like:

	<td align="center">
	<& /Elements/JumpBar &>
	</td>

such thats its after the </td> of the <%$Title>, but before the <td> of
the % if($session{'CurrentUser'}) {   (etc)

Note that it won't work with browsers that don't do the javascript thing.
If I remember, I'll knock up something to go in /NoAuth to do what is
described in http://www.lboro.ac.uk/computing/providers/redirect.html .

Have fun.

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

[1] Believe it or not, it was started when some people[2] complained that
    there was no link back to the main internal web page after they'd
    viewed their ticket.
[2] For fecks sake.  Your browser has bookmarks and a 'home' button.
    Predictably, windows users ;)
-------------- next part --------------
<!-- $Id: JumpBar,v 1.8 2002/01/28 11:33:42 rt2 Exp $ -->
<form name="ripejavaredir" style="margin-left: 2px; margin-top: 2px; margin-bottom: 2px;">
<select class="ripenullclass" name="site" size="1" onchange="if (this.options[selectedIndex].value != '') window.open(this.options[selectedIndex].value)" style="width: 110px;">
<option value="">FSCK.com</option>
<option value="">---------</option>
<option value="http://www.fsck.com/rtfm/">&nbsp; Docs</option>
<option value="http://www.fsck.com/rt2/">&nbsp; Tickets</option>
<option value="http://www.fsck.com/projects/rt/">&nbsp; Main Page</option>
<option value="http://www.bestpractical.com/pricelist.html">&nbsp; $upport</option>
<option value="">---------</option>
<option value="">Search</option>
<option value="">---------</option>
<option value="http://www.google.com/">&nbsp; Google</option>
</select>
</form>

From Alexander.Kunz at nextra.de  Mon Jan 28 12:27:56 2002
From: Alexander.Kunz at nextra.de (Alexander Kunz)
Date: Mon, 28 Jan 2002 18:27:56 +0100
Subject: [rt-users] permission denied
Message-ID: <8C0A80639CFECA48B8B664E0086CD71B15E2F0@noc-ex-01.intern.nextra.de>

Hi,

after applaying the latest cvs i get

write-open ./msg-7541-5.txt: Permission denied at
/usr/local/lib/perl5/site_perl/5.6.1/MIME/Body.pm line 414, <GEN44> line
92.
write-open ./msg-7541-5.txt: Permission denied at
/usr/local/lib/perl5/site_perl/5.6.1/MIME/Body.pm line 414, <GEN44> line
92.
Can't call method "head" on an undefined value at
/usr/local/apache/htdocs/rt2/lib/RT/Action/SendEmail.pm line 399,
<GEN44> line 92.

Where is the place for ./msg-7541-5.txt ?

ServerRoot ?
Masoncomponentroot ?
MasonDataDir ?

Regards
alexander
-- 
------------------------------------------------------------------------
-
Nextra Deutschland       | Alexander Kunz  
GmbH & Co. KG            | Capacity Planning & Optimization  
Region Mitte             | Tel.:  +49 (0)6151 88008-897  
Birkenweg 14a            | Fax:   +49 (0)6151 88008-500  
64295 Darmstadt          | Mobil: +49 (0)175 9309601  
http://www.nextra.de     | E-Mail: alexander.kunz at nextra.de
------------------------------------------------------------------------
-



From bruce_campbell at ripe.net  Mon Jan 28 12:31:35 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 28 Jan 2002 18:31:35 +0100 (CET)
Subject: [rt-users] Email address blacklist
In-Reply-To: <3C558333.FD6F69B8@gentleware.de>
Message-ID: <Pine.LNX.4.44.0201281831050.3593-100000@x22.ripe.net>

On Mon, 28 Jan 2002, Thorsten Sturm wrote:

> is it possible to stop RT from making tickets for emails coming from
> specific email addresses?

Try:

http://lists.fsck.com/pipermail/rt-users/2002-January/006055.html


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




From clarsson at manu.com  Mon Jan 28 16:51:02 2002
From: clarsson at manu.com (clarsson at manu.com)
Date: Mon, 28 Jan 2002 16:51:02 -0500
Subject: [rt-users] Due Date on queue list
Message-ID: <OF5E177145.CD559175-ON85256B4F.0077F9C4@manu.com>

Has anyone seen the situation when trying to add the Due Date to the queue 
listing, nothing happens?  I added 


       { Header => 'DueDate',
         TicketAttribute => 'DueAsString'
         },

into the WebOptions hash  to no avail.  I attempted a few other variations 
that also had no effect.  In fact I just changed some of the header 
strings, (changed requestor(s) to reqqqquestor) and still the headers were 
correct on the queue listing.  It appears to me that the WebOptions 
section of the config.pm is not being read.

Does anyone have a suggestion as how to make the Due Date appear on the 
queue listing or other settings to check to resolve this problem

I am using rt-2-0-11.

Thanks,

        Chris


-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020128/13cc151c/attachment.htm>

From pdh at snapgear.com  Mon Jan 28 16:59:59 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 29 Jan 2002 07:59:59 +1000
Subject: [rt-users] Due Date on queue list
In-Reply-To: <OF5E177145.CD559175-ON85256B4F.0077F9C4@manu.com>
References: <OF5E177145.CD559175-ON85256B4F.0077F9C4@manu.com>
Message-ID: <20020128215959.GD6027@moreton.com.au>

clarsson at manu.com wrote:
> correct on the queue listing.  It appears to me that the WebOptions 
> section of the config.pm is not being read.

Did you stop and start (not just reload) apache after changing config.pm?



From clarsson at manu.com  Mon Jan 28 17:11:25 2002
From: clarsson at manu.com (clarsson at manu.com)
Date: Mon, 28 Jan 2002 17:11:25 -0500
Subject: [rt-users] Due Date on queue list
Message-ID: <OF16DB5218.A40367A2-ON85256B4F.0079C033@manu.com>

That did it.  Thank you very much.

As an aside... it didn't mention that in the config.pm did it.  Maybe I'm 
just losing my mind.....

        - Chris






Phil Homewood <pdh at snapgear.com>
Sent by: Phil Homewood <pdh at moreton.com.au>
01/28/2002 04:59 PM

 
        To:     clarsson at manu.com
        cc:     rt-users at lists.fsck.com
        Subject:        Re: [rt-users] Due Date on queue list


clarsson at manu.com wrote:
> correct on the queue listing.  It appears to me that the WebOptions 
> section of the config.pm is not being read.

Did you stop and start (not just reload) apache after changing config.pm?


-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020128/377696e0/attachment.htm>

From pdh at snapgear.com  Mon Jan 28 17:37:16 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 29 Jan 2002 08:37:16 +1000
Subject: [rt-users] Due Date on queue list
In-Reply-To: <OF16DB5218.A40367A2-ON85256B4F.0079C033@manu.com>
References: <OF16DB5218.A40367A2-ON85256B4F.0079C033@manu.com>
Message-ID: <20020128223715.GE6027@moreton.com.au>

clarsson at manu.com wrote:
> As an aside... it didn't mention that in the config.pm did it.  Maybe I'm 
> just losing my mind.....

No, it didn't. I thought it was in tha FAQ, but I don't see it there.

FAQ Maintainers:


Q: My changes to config.pm don't seem to take effect. Why?

A: You need to stop and start apache.
   "apachectl reload" and "apachectl graceful" won't work if
   you're using the mod_perl handler.
   On most systems you want to do "apachectl stop; apachectl start"
   (or "apachectl stop; apachectl startssl" if you use SSL). On
   RedHat Linux you'll need to "service httpd restart" instead.



From purp at wildbrain.com  Mon Jan 28 21:00:31 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 28 Jan 2002 18:00:31 -0800
Subject: [rt-users] CONTRIB: Quickpicks Element for WebRT
Message-ID: <1012269631.6447.70.camel@labyrinth.wildbrain.com>

Howdy!

Using Bruce Campbell's JumpBar as a starter (thanks, Bruce!) I've put
together an Element for the WebRT interface called "Quickpicks". It's an
element in a titlebox (much like the Quicksearch element) which does
essentially what Bruce described -- pop open a new browser window in
response to a menu selection -- with a couple of twists:

* Does a simple indexOf to see if the URL is within RT; if so, changes
this window's location instead of popping a new one.

* Resets the menu to the top choice after a choice is made.

* If you're a privileged user, you'll get three predefined searches: 
"Unresolved Tickets I Own", "Unresolved & Unowned Tickets", and "All
Unresolved Tickets"

* There's a broken search for "Unresolved Tickets I Requested" in there
that I'm working on; it doesn't work yet because I don't understand
something or another. =\

To add this to our RT Start Page, I did:

* Put the file 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 Search/Listing.html and other places
as well.

Enjoy!

--j
-- 
Jim Meyer, Geek At Large                              purp at wildbrain.com
-------------- next part --------------
<!-- $Id: JumpBar,v 1.8 2002/01/28 11:33:42 rt2 Exp $ -->
<!-- With great thanks to Bruce Campbell of RIPE      -->
<!-- Blame the bugs on Jim Meyer (purp at wildbrain.com) -->

<& /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('http://YOUR_SITE_SHORT_NAME') == 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>
% if ($session{'CurrentUser'}->Privileged()) {
<option value="http://YOUR_SITE_SHORT_NAME/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C22%242%7C23%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7COwner%20%3D%20<%$session{'CurrentUser'}->Name%>%245%7COwner%241%7C%3D%241%7C<%$session{'CurrentUser'}->Id%>%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2418%7CStatus%20%21%3D%20resolved%246%7CStatus%242%7C%21%3D%248%7Cresolved%242%7C24&TicketsSortBy=Queue&TicketsSortOrder=ASC&RowsPerPage=50">&nbsp; Unresolved Tickets I Own</option>
<option value="http://YOUR_SITE_SHORT_NAME/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C19%242%7C21%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2414%7COwner%20%3D%20Nobody%245%7COwner%241%7C%3D%241%7C2%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2418%7CStatus%20%21%3D%20resolved%246%7CStatus%242%7C%21%3D%248%7Cresolved%242%7C22&TicketsSortBy=id&TicketsSortOrder=ASC&RowsPerPage=50">&nbsp; Unresolved &amp; Unowned Tickets</option>
<option value="http://YOUR_SITE_SHORT_NAME/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%241%7C2%241%7C3%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2418%7CStatus%20%21%3D%20resolved%246%7CStatus%242%7C%21%3D%248%7Cresolved%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2414%7CStatus%20%21%3D%20dead%246%7CStatus%242%7C%21%3D%244%7Cdead%241%7C5&TicketsSortBy=id&TicketsSortOrder=ASC&RowsPerPage=50">&nbsp; All Unresolved Tickets</option>
% }
<!-- I know I'm doing something wrong here, but I can't figure out what. -->
<!-- <option value="http://YOUR_SITE_SHORT_NAME/Search/Listing.html?Bookmark=FrT%3B%402%7C%256%7C%241%7C6%241%7C7%241%7C8%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2418%7CStatus%20%21%3D%20resolved%246%7CStatus%242%7C%21%3D%248%7Cresolved%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2414%7CStatus%20%21%3D%20dead%246%7CStatus%242%7C%21%3D%244%7Cdead%2510%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%244%7CTYPE%245%7CVALUE%2430%7CRequestor%20%3D%20<%$session{'CurrentUser'}->EmailAddress%>%24<%$session{'CurrentUser'}->Id%>%7CWatcher%241%7C%3D%249%7CRequestor%2418%7C<%$session{'CurrentUser'}->EmailAddress%>%241%7C9&TicketsSortBy=id&TicketsSortOrder=ASC&RowsPerPage=50">&nbsp; Unresolved Tickets I Requested</option> -->
<option value="">---------</option>
<option value="http://YOUR.INTRANET.SITE/">&nbsp; Intranet</option>
<option value="http://YOUR.SUPPORT.SITE/">&nbsp; Support</option>
<option value="">---------</option>
<option value="http://www.bestpractical.com/rt/">&nbsp; RT Home Page</option>
<option value="http://fsck.com/rt2/NoAuth/Buglist.html">&nbsp; RT Bug List</option>
<option value="http://lists.fsck.com/search.html">&nbsp; Search the RT Mailing Lists</option>
<option value="http://www.bestpractical.com/pricelist.html">&nbsp; RT Support Plans</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 &>


From y.fitterer at ram.ac.uk  Tue Jan 29 04:44:19 2002
From: y.fitterer at ram.ac.uk (Yan Fitterer)
Date: Tue, 29 Jan 2002 09:44:19 -0000
Subject: [rt-users] Bounce messages create tickets
Message-ID: <3C566EF5.4458.1D774E@localhost>

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
  




From feargal at thecia.ie  Tue Jan 29 07:32:36 2002
From: feargal at thecia.ie (Feargal Reilly)
Date: Tue, 29 Jan 2002 12:32:36 +0000
Subject: [rt-users] Due Date on queue list
In-Reply-To: <20020128223715.GE6027@moreton.com.au>
References: <OF16DB5218.A40367A2-ON85256B4F.0079C033@manu.com>
 <OF16DB5218.A40367A2-ON85256B4F.0079C033@manu.com>
Message-ID: <5.1.0.14.0.20020129121801.026d4730@mail.thecia.ie>

FYI, It *used* to be in the FAQ on the helgrim.com site, but there were 
still lots of queries of this sort, so I moved it to the main index page 
and put it in big bold letters.
Since the docs moved to RTFM, it wasn't put back in.
It is stressed in the installation guide already, and I've now added it 
back into the FAQ, in big bold letters.
-fr.

At 22:37 28/01/02, Phil Homewood wrote:
>clarsson at manu.com wrote:
> > As an aside... it didn't mention that in the config.pm did it.  Maybe I'm
> > just losing my mind.....
>
>No, it didn't. I thought it was in tha FAQ, but I don't see it there.
>
>FAQ Maintainers:
>
>
>Q: My changes to config.pm don't seem to take effect. Why?
>
>A: You need to stop and start apache.
>    "apachectl reload" and "apachectl graceful" won't work if
>    you're using the mod_perl handler.
>    On most systems you want to do "apachectl stop; apachectl start"
>    (or "apachectl stop; apachectl startssl" if you use SSL). On
>    RedHat Linux you'll need to "service httpd restart" instead.
>
>_______________________________________________
>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 matthew.zeier at thirdcoast.net  Tue Jan 29 10:46:44 2002
From: matthew.zeier at thirdcoast.net (matthew zeier)
Date: Tue, 29 Jan 2002 07:46:44 -0800
Subject: [rt-users] Bounce messages create tickets
References: <3C566EF5.4458.1D774E@localhost>
Message-ID: <013b01c1a8dc$27b59e50$0b16160a@Desktop>

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
>




From matthew.zeier at thirdcoast.net  Tue Jan 29 10:49:58 2002
From: matthew.zeier at thirdcoast.net (matthew zeier)
Date: Tue, 29 Jan 2002 07:49:58 -0800
Subject: [rt-users] Email address blacklist
References: <Pine.LNX.4.44.0201281831050.3593-100000@x22.ripe.net>
Message-ID: <014501c1a8dc$9adcfd10$0b16160a@Desktop>

That's very useful - I've been wanting to redirect hostmaster's email to a
specific queue in RT, but not send tickets back to Network Solutions.

Does anyone know how to extend this to an entire queue so as to make that
queue not send tickets out?

----- Original Message -----
From: "Bruce Campbell" <bruce_campbell at ripe.net>
To: "Thorsten Sturm" <thorsten.sturm at gentleware.de>
Cc: <rt-users at lists.fsck.com>
Sent: Monday, January 28, 2002 9:31 AM
Subject: Re: [rt-users] Email address blacklist


> On Mon, 28 Jan 2002, Thorsten Sturm wrote:
>
> > is it possible to stop RT from making tickets for emails coming from
> > specific email addresses?
>
> Try:
>
> http://lists.fsck.com/pipermail/rt-users/2002-January/006055.html
>
>
> --
>                              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 bruce_campbell at ripe.net  Tue Jan 29 10:53:42 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 29 Jan 2002 16:53:42 +0100 (CET)
Subject: [rt-users] Email address blacklist
In-Reply-To: <014501c1a8dc$9adcfd10$0b16160a@Desktop>
Message-ID: <Pine.LNX.4.44.0201291652000.3593-100000@x22.ripe.net>

On Tue, 29 Jan 2002, matthew zeier wrote:

> That's very useful - I've been wanting to redirect hostmaster's email to a
> specific queue in RT, but not send tickets back to Network Solutions.
>
> Does anyone know how to extend this to an entire queue so as to make that
> queue not send tickets out?

"Don't put Scrips on the given Queue that generate mail back to the
requestor" is the obvious answer ;)

Please remember that RT is an extremely configurable system.  What you set
up (in the Scrips) is what you get.

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




From y.fitterer at ram.ac.uk  Tue Jan 29 10:50:27 2002
From: y.fitterer at ram.ac.uk (Yan Fitterer)
Date: Tue, 29 Jan 2002 15:50:27 -0000
Subject: [rt-users] Bounce messages create tickets
In-Reply-To: <013b01c1a8dc$27b59e50$0b16160a@Desktop>
Message-ID: <3C56C4F5.15668.16D67F6@localhost>

I didn't have a mail storm (this time - but had a rather nasty one a few months 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 from outside 
addresses, which we don't. But I would still like to be able to set RT to recognise 
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
  




From mdisney at ecdev.fedex.com  Tue Jan 29 11:05:39 2002
From: mdisney at ecdev.fedex.com (Matt Disney)
Date: Tue, 29 Jan 2002 10:05:39 -0600
Subject: [rt-users] Bounce messages create tickets 
In-Reply-To: <3C56C4F5.15668.16D67F6@localhost> 
References: <3C56C4F5.15668.16D67F6@localhost>
Message-ID: <200201291605.g0TG5NN22747@nfsb.ecdev.fedex.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.

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
>



From matthew.zeier at thirdcoast.net  Tue Jan 29 11:14:11 2002
From: matthew.zeier at thirdcoast.net (matthew zeier)
Date: Tue, 29 Jan 2002 08:14:11 -0800
Subject: [rt-users] Email address blacklist
References: <Pine.LNX.4.44.0201291652000.3593-100000@x22.ripe.net>
Message-ID: <017401c1a8df$fcd67110$0b16160a@Desktop>

>
> > That's very useful - I've been wanting to redirect hostmaster's email to
a
> > specific queue in RT, but not send tickets back to Network Solutions.
> >
> > Does anyone know how to extend this to an entire queue so as to make
that
> > queue not send tickets out?
>
> "Don't put Scrips on the given Queue that generate mail back to the
> requestor" is the obvious answer ;)
>
> Please remember that RT is an extremely configurable system.  What you set
> up (in the Scrips) is what you get.

Thanks :)  Tuesday morning blues I guess.

- mz





From stever at bitshop.com  Tue Jan 29 11:24:13 2002
From: stever at bitshop.com (Steve Radich)
Date: Tue, 29 Jan 2002 11:24:13 -0500
Subject: [rt-users] Messages between two rt systems
Message-ID: <F001DEF8A506D411BEED00A0CC5C2DAFDCE2A3@MAIL>

Just while everyone is on the discussion of endless mail loops..

We once had a LOT of activity on a request as the user we sent a mail to ran
RT, we sent it from the e-mail address tracked in rt.  We got an endless
loop back and forth of the auto replies until we disabled auto replies.

This was a while back (version 1.x) - Is this fixed or does anyone have a
solution to avoid auto replying to another rt system?

Steve Radich
BitShop, Inc.

-----Original Message-----
From: Yan Fitterer [mailto:y.fitterer at ram.ac.uk]
Sent: Tuesday, January 29, 2002 10:50 AM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Bounce messages create tickets


I didn't have a mail storm (this time - but had a rather nasty one a few
months 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
from outside 
addresses, which we don't. But I would still like to be able to set RT to
recognise 
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



From khera at kcilink.com  Tue Jan 29 11:23:27 2002
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 29 Jan 2002 11:23:27 -0500
Subject: [rt-users] Bounce messages create tickets
In-Reply-To: <3C566EF5.4458.1D774E@localhost>
References: <3C566EF5.4458.1D774E@localhost>
Message-ID: <15446.52351.739203.516180@onceler.kciLink.com>

>>>>> "YF" == Yan Fitterer <y.fitterer at ram.ac.uk> writes:

YF> 1) A user sends a new request
YF> 2) RT sends an auto-responder
YF> 3) Autoresponder bounces (mailbox full for ex.)
YF> 4) Autoresponder is seen as a new request
YF> 5) Postmaster of some remote gateway gets autoresponder on ticket creation

YF> Has anybody had that problem before? If yes, is there a known fix?

The envelope FROM address *should* be "nobody at your.domain" which
should go to /dev/null.  If it is that way, then the remote side is
*ucked up and sending bounces to the message header "From" address
rather than the SMTP envelope address, and is not properly
implementing SMTP.  There is no way you can work around all such
broken software out there.




From olav.lind at online.no  Tue Jan 29 11:28:47 2002
From: olav.lind at online.no (Olav =?ISO-8859-1?Q?Lindkj=F8len?=)
Date: Tue, 29 Jan 2002 17:28:47 +0100
Subject: [rt-users] Problems during make test...
Message-ID: <3C56CDBF.40704@online.no>

Hi

I am trying to install RT 2.0.11 on a redhat 7.2 system. But I cant get
past the make test of mod_perl.

Everything is ok until make test gets to modules/httpdconf...... it just
sits there doing nothing.

downloaded mod_perl is 1.26
downloaded apache is 1.3.23

All help welcome :-)

Regards from Olav!






From jesse at bestpractical.com  Tue Jan 29 11:32:11 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 29 Jan 2002 11:32:11 -0500
Subject: [rt-users] Messages between two rt systems
In-Reply-To: <F001DEF8A506D411BEED00A0CC5C2DAFDCE2A3@MAIL>; from stever@bitshop.com on Tue, Jan 29, 2002 at 11:24:13AM -0500
References: <F001DEF8A506D411BEED00A0CC5C2DAFDCE2A3@MAIL>
Message-ID: <20020129113211.Y3768@fsck.com>

As a clarification on current behavior:

RT should _not_ be responding to mail that's got either of the following headers:

Precedence: bulk 
Precedence: junk


Some earlier versions had bugs that made this not work. If it's not working in
2.0.11, that's a bug.


On Tue, Jan 29, 2002 at 11:24:13AM -0500, Steve Radich wrote:
> Just while everyone is on the discussion of endless mail loops..
> 
> We once had a LOT of activity on a request as the user we sent a mail to ran
> RT, we sent it from the e-mail address tracked in rt.  We got an endless
> loop back and forth of the auto replies until we disabled auto replies.
> 
> This was a while back (version 1.x) - Is this fixed or does anyone have a
> solution to avoid auto replying to another rt system?
> 
> Steve Radich
> BitShop, Inc.
> 
> -----Original Message-----
> From: Yan Fitterer [mailto:y.fitterer at ram.ac.uk]
> Sent: Tuesday, January 29, 2002 10:50 AM
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Bounce messages create tickets
> 
> 
> I didn't have a mail storm (this time - but had a rather nasty one a few
> months 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
> from outside 
> addresses, which we don't. But I would still like to be able to set RT to
> recognise 
> 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
> 

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



From rich+rt at lafferty.ca  Tue Jan 29 12:17:03 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Tue, 29 Jan 2002 12:17:03 -0500
Subject: [rt-users] RT and dotqmaildashext
Message-ID: <20020129121702.E2655@lafferty.ca>

There's a cryptic warning in the RT installation docs that I'm having
trouble figuring out. It reads:

   The usual place to put aliases in qmail is ~alias. However, qmail
   runs piped system commands as the local alias user, and this causes
   problems with the suid-wrapped rt-mailgate. The following two
   examples show different methods to get around this. Note that both
   methods require the creation of a local user called 'rt'.

and then suggests using ~rt/.qmail-QUEUENAME or using users/assign to
get the mail handled properly. I can't figure out what the "problems"
the author mentions could be (especially since rt-mailgate isn't
suid-wrapped at all -- it's setgid, no wrapper.)

Does anyone recall why ~alias/.qmail-QUEUENAME with
"|/path/to/rt-mailgate" in shouldn't work?

  -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 rt2trouble at morben.ca  Tue Jan 29 12:30:39 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Tue, 29 Jan 2002 09:30:39 -0800
Subject: [rt-users] Problems during make test...
In-Reply-To: <3C56CDBF.40704@online.no>
References: <3C56CDBF.40704@online.no>
Message-ID: <200201291731.g0THVC101951@buffy.pacificcoast.net>

I'm just itching to toss in some assistance, since I have just installed 
2.0.11 on a RH72 system with much help from this list.

I can say that your error is unique and that you should not be getting that 
error if you have normal hardware and a normal install process. My 'normal' 
install process is:

- Install RH7.2 as Server with NO addons (not even web)
- DL latest source tarballs of Apache and Mod_Perl to your tmp dir
- Extract both and then compile Mod_Perl using the apache source (RTFM)
- Compile Apache after your done
- Install mysql and test it
- Make sure both are setup in your /etc/rc.d/init.d so they are loading
- Extract rt and then edit the makefile
- Make your users/groups that are specified in the Makefile/Apache config 
- Run fixdeps
- When asked make sure you do manual config and give it lots of mirror sites
- If CPAN tries to update Perl just break out with a ctl-c, it's not required
- If some modules don't install try a manual CPAN command
  (under RH72 I *had* to perl -MCPAN -e 'install Apache::DBI')
- Once everything is happy you should be able to install RT and get on to the 
hard part of the install.. >:)

I'm so evil..  Muahaha..


On January 29, 2002 08:28 am, you wrote:
> Hi
>
> I am trying to install RT 2.0.11 on a redhat 7.2 system. But I cant get
> past the make test of mod_perl.
>
> Everything is ok until make test gets to modules/httpdconf...... it just
> sits there doing nothing.
>
> downloaded mod_perl is 1.26
> downloaded apache is 1.3.23
>
> All help welcome :-)
>
> Regards from Olav!
>
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From alesh at opensource-technologies.com  Tue Jan 29 13:11:53 2002
From: alesh at opensource-technologies.com (alesh at opensource-technologies.com)
Date: Tue, 29 Jan 2002 19:11:53 +0100 (CET)
Subject: [rt-users] Problems during make test...
In-Reply-To: <3C56CDBF.40704@online.no>
Message-ID: <Pine.LNX.4.44.0201291910590.19906-100000@pleiades.domenca.com>

Provide more info about the make test error.

Copy & paste perhaps?

A.

On Tue, 29 Jan 2002, Olav [ISO-8859-1] Lindkj?len wrote:

> Date: Tue, 29 Jan 2002 17:28:47 +0100
> From: "Olav [ISO-8859-1] Lindkj?len" <olav.lind at online.no>
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Problems during make test...
>
> Hi
>
> I am trying to install RT 2.0.11 on a redhat 7.2 system. But I cant get
> past the make test of mod_perl.
>
> Everything is ok until make test gets to modules/httpdconf...... it just
> sits there doing nothing.
>
> downloaded mod_perl is 1.26
> downloaded apache is 1.3.23
>
> All help welcome :-)
>
> Regards from Olav!
>
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From greyduck at greyduck.net  Tue Jan 29 14:11:19 2002
From: greyduck at greyduck.net (Karel P Kerezman)
Date: 29 Jan 2002 11:11:19 -0800
Subject: [rt-users] RT and dotqmaildashext
In-Reply-To: <20020129121702.E2655@lafferty.ca>
References: <20020129121702.E2655@lafferty.ca>
Message-ID: <1012331479.26969.3.camel@zero.kgon.com>

On Tue, 2002-01-29 at 09:17, Rich Lafferty wrote:
> There's a cryptic warning in the RT installation docs that I'm having
> trouble figuring out. It reads:
> 
>    The usual place to put aliases in qmail is ~alias. However, qmail
>    runs piped system commands as the local alias user, and this causes
>    problems with the suid-wrapped rt-mailgate. The following two
>    examples show different methods to get around this. Note that both
>    methods require the creation of a local user called 'rt'.
> 
> and then suggests using ~rt/.qmail-QUEUENAME or using users/assign to
> get the mail handled properly. I can't figure out what the "problems"
> the author mentions could be (especially since rt-mailgate isn't
> suid-wrapped at all -- it's setgid, no wrapper.)
> 
> Does anyone recall why ~alias/.qmail-QUEUENAME with
> "|/path/to/rt-mailgate" in shouldn't work?

I never figured out WHY it didn't work, it simply refused to work.
However... please disregard that set of instructions and use the "Method
2" option. Those instructions work flawlessly (as I've verified on my
test-rig RT2 2.0.11 install just two weeks ago) and absolutely supercede
my original write-up.

(Note to doc maintainers... feel free to excise Method 1 from the docs,
as it's nowhere near as elegant as Method 2.)

-- 
Karel P Kerezman, IS Admin Entercom Portland
http://greyduck.net
[ Seeing is deceiving. It's eating that's believing. ]




From rich+rt at lafferty.ca  Tue Jan 29 14:12:18 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Tue, 29 Jan 2002 14:12:18 -0500
Subject: qmail documentation fix (was: [rt-users] RT and dotqmaildashext)
In-Reply-To: <20020129121702.E2655@lafferty.ca>; from rich+rt@lafferty.ca on Tue, Jan 29, 2002 at 12:17:03PM -0500
References: <20020129121702.E2655@lafferty.ca>
Message-ID: <20020129141218.F2655@lafferty.ca>

[Cc'ing -users because I posted there originally.]

On Tue, Jan 29, 2002 at 12:17:03PM -0500, Rich Lafferty (rich+rt at lafferty.ca) wrote:
>
> Does anyone recall why ~alias/.qmail-QUEUENAME with
> "|/path/to/rt-mailgate" in shouldn't work?

As it turns out, the "problem" mentioned in the documentation is
historical; ~alias/.qmail-foo aliasing works fine (but requires
preline to turn qmail-command envariables into the appropriate
headers).

IMPORTANT: Current rt and qmail users MUST use preline to pipe
mail to rt-mailgate to add a valid Return-Path to the message.

Jesse, here's a replacement blurb for the qmail section of the
installation instructions:

-----8<----- cut here -----8<-----
qmail
=====

Users of qmail will need to set up qmail aliases in ~alias/. For
example, to direct mail sent to <support at example.com> to the "support"
queue as correspondence, put the following in ~alias/.qmail-support:

  | /var/qmail/bin/preline /path/to/rt2/bin/rt-mailgate --queue support --action correspond

To direct mail sent to <support-comment at example.com> to the "support"
queue as comments, put the following in ~alias/.qmail-support-comment:

  | /var/qmail/bin/preline /path/to/rt2/bin/rt-mailgate --queue support --action comment

Keep in mind that rt-mailgate will be running with UID "alias"; if you
have configured RT to log to a directory other than /tmp, you must
ensure that that directory is writeable by the "alias" user.
-----8<----- cut here -----8<-----

Also, the section "make install" reads:
  
   If this is a new installation, create a group called 'rt'. Note that
   if you plan to use Qmail as your mailserver, you will also need to add
   a user called 'rt'.

The last sentence is incorrect and can be struck.

ObDJB: The path to preline is rigidly defined in the qmail
specification and doesn't need to be "/path/to"'d like the path to
rt-mailgate does. Also, for the section heading, "qmail" has a
lowercase "q".

That blurb doesn't address virtualdomains, but users using
virtualdomains and users/assign will have a sufficiently complex local
configuration that they've already had to figure out how to configure
virtualdomains and users/assign -- so for the sake of simplicity I've
omitted it entirely. The sendmail and exim instructions omit
domain-specific configurations as well.

Cheers,

  -Rich

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



From rich+rt at lafferty.ca  Tue Jan 29 14:31:00 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Tue, 29 Jan 2002 14:31:00 -0500
Subject: [rt-users] RT and dotqmaildashext
In-Reply-To: <1012331479.26969.3.camel@zero.kgon.com>; from greyduck@greyduck.net on Tue, Jan 29, 2002 at 11:11:19AM -0800
References: <20020129121702.E2655@lafferty.ca> <1012331479.26969.3.camel@zero.kgon.com>
Message-ID: <20020129143059.G2655@lafferty.ca>

On Tue, Jan 29, 2002 at 11:11:19AM -0800, Karel P Kerezman (greyduck at greyduck.net) wrote:
> 
> I never figured out WHY it didn't work, it simply refused to work.
> However... please disregard that set of instructions and use the "Method
> 2" option. Those instructions work flawlessly (as I've verified on my
> test-rig RT2 2.0.11 install just two weeks ago) and absolutely supercede
> my original write-up.

Hrm, interesting. I find Method 2 violates the KISS principle, as
dotqmaildashext aliases seem to work fine -- and I can't find anything
that would prevent them from doing so, other than the log-writing bit
my doc patch just suggested. Was that documentation bit written for
RT1, which *did* have a suid wrapper for rt-mailgate? 

Method 2 is necessary for virtualdomains, but I think that's beyond
the scope of RT's documentation at this point (particularly since one
would have to second-guess an individual's virtualdomain setup in the
first place!).

That said, I notice your examples don't use preline -- if you're not
using preline yourself, change that now :-) You're throwing away the
Return-Path of mail passed to rt-mailgate.
 
   -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 Jan 29 16:38:37 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 30 Jan 2002 07:38:37 +1000
Subject: [rt-users] Bounce messages create tickets
In-Reply-To: <15446.52351.739203.516180@onceler.kciLink.com>
References: <3C566EF5.4458.1D774E@localhost> <15446.52351.739203.516180@onceler.kciLink.com>
Message-ID: <20020129213836.GB16675@moreton.com.au>

Vivek Khera wrote:
> The envelope FROM address *should* be "nobody at your.domain"

It should?

The envelope will be whatever user your MTA runs as (for an
email-generated reply) -- on some systems this is daemon, or
mail, or pretty much anything. It probably should NOT be nobody.

> which
> should go to /dev/null.

Why? I've never seen a requirement for a /dev/null address.

> If it is that way, then the remote side is
> *ucked up and sending bounces to the message header "From" address
> rather than the SMTP envelope address, and is not properly
> implementing SMTP.  There is no way you can work around all such
> broken software out there.

This much is true. Unless you have a config I've never seen before,
bounce replies to RT-generated correspondence shouldn't appear at
an RT address. However, there's a lot of dain-bramaged software out
there that wouldn't know an envelope if it cut itself opening one.



From khera at kcilink.com  Tue Jan 29 16:41:16 2002
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 29 Jan 2002 16:41:16 -0500
Subject: [rt-users] Bounce messages create tickets
In-Reply-To: <20020129213836.GB16675@moreton.com.au>
References: <3C566EF5.4458.1D774E@localhost>
	<15446.52351.739203.516180@onceler.kciLink.com>
	<20020129213836.GB16675@moreton.com.au>
Message-ID: <15447.5884.903996.549362@onceler.kciLink.com>

>>>>> "PH" == Phil Homewood <pdh at snapgear.com> writes:

PH> Vivek Khera wrote:
>> The envelope FROM address *should* be "nobody at your.domain"

PH> It should?

Under postfix, at least.

PH> The envelope will be whatever user your MTA runs as (for an
PH> email-generated reply) -- on some systems this is daemon, or
PH> mail, or pretty much anything. It probably should NOT be nobody.

>> which
>> should go to /dev/null.

PH> Why? I've never seen a requirement for a /dev/null address.

Ok, it can go anywhere, but usually goes to /dev/null in systems I've
ever worked on (not amateur systems...)



From pburkett at callatg.com  Tue Jan 29 16:44:21 2002
From: pburkett at callatg.com (Paul Burkett)
Date: Tue, 29 Jan 2002 13:44:21 -0800
Subject: [rt-users] Exim alias dilemma
In-Reply-To: <6ybsffa51g.fsf@seph.commerceflow.com>
References: <20020122164140.0e60756c.pburkett@callatg.com>
	<m3vgdts6hd.fsf@rewt.rc6.org>
	<20020124132200.04fa9694.pburkett@callatg.com>
	<6ybsffa51g.fsf@seph.commerceflow.com>
Message-ID: <20020129134421.2904cd5e.pburkett@callatg.com>

It still doesn't work, so I don't need to add anything to me /etc/aliases ?

Also, is there a list of actions, I am trying to send to address rt-5e+correspond at localdomain.com is this wrong? Is there an action to create a new ticket? Thanks


On 27 Jan 2002 12:54:19 -0800
seph <seph at commerceflow.com> wrote:

> This looks like my hack that's mentioned in rt/fm.
> 
> you don't send to queuename+action at localdomain.com, you send to 
> rt-queuename+action@<whatever>
> 
> the leading rt- is important, as this setup creates special handling
> for mail that would otherwise go ti the user rt.
> 
> seph
> 
> 
> Paul Burkett <pburkett at callatg.com> writes:
> 
> > Sure, here's a snip that's located in the TRANSPORTS section of the exim.conf:
> > 
> > # my rt hack
> > local_delivery_rt:
> >   driver = pipe
> >   command = "/usr/local/rt2/bin/rt-mailgate| --queue| ${quote:$local_part}| --action| ${quote:${substr_1:$local_part_suffix}}"
> >   return_path_add
> >   return_output
> >   prefix = ""
> >   suffix = ""
> > 
> > 
> > And this is a snip from the DIRECTORS section:
> > 
> > localuser_rt:
> >   driver = smartuser
> >   suffix = +*
> >   prefix = *-
> >   new_address = ${quote:${lc:${local_part}}}@${domain}
> >   transport = local_delivery_rt
> > 
> > I don't really get this hack but supposedley I can send a queue to queuename+action at localdomain.com without actually entering an alias in the exim.conf file. Is this true? Or am I misinterpreting the hack?
> > 
> > On 23 Jan 2002 11:32:14 +0100
> > remco at rc6.org (Remco B. Brink) wrote:
> > 
> > > Paul Burkett <pburkett at callatg.com> writes:
> > > 
> > > > Hey, I followed the instructions that were listed in the helpful installation guide, but when I seem to send an email to a queue, it doesn't show up in the web interface. Does anybody know any reasons why? I'm using Exim and I copied and pasted the code from the guide in the correct locations of the exim.conf Any help would be greatly appreciated, thanks.
> > > 
> > > Can you show the code you added to your exim.conf?
> > > 
> > > Did you also add the correct aliases to your /etc/aliases file? 
> > > 
> > > An example. Mailing to rt at domain.com will generate a ticket in the
> > > "general" queue:
> > >   rt:         "|/local/rt2/bin/rt-mailgate --queue general --action correspond"
> > >   rt-comment: "|/local/rt2/bin/rt-mailgate --queue general --action comment"
> > > 
> > > regards,
> > > Remco
> > > 
> > > -- 
> > > Remco B. Brink - Blyfri Productions AS Chief Tech Officer - http://blyfri.as
> > >  Personal site at http://rc6.org -- PGP/GnuPG key at http://rc6.org/rbb.pgp
> > > 
> > > "Hey, I know this! This is Unix!" - Jurassic Park
> > > 
> > 
> > 
> > -- 
> > 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
> 
> _______________________________________________
> 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 jesse at bestpractical.com  Tue Jan 29 22:43:24 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 29 Jan 2002 22:43:24 -0500
Subject: [rt-users] [rt-announce] RT CVS commit handler version 1.0
Message-ID: <20020129224324.D10496@fsck.com>

A while back, I release a preview of the RT CVS commit handler, which allows
you to update RT tickets from your CVS commit messages.  Since that time, this
code has been reworked, debugged and generally cleaned up.

It's currently in use here at Best Practical to log bug fixes with RT when
I commit changes to CVS and seems to be working nicely.  (It also sends all
those nice messages to rt-commit at lists.fsck.com)  With this tool, you can
include statements like the following in your CVS commit messages:


    RT-Ticket: 1234
    RT-Status: stalled
    RT-Owner: steve
    RT-Priority: 99
    
    We've made our changes to this code. We're now waiting on a new drop of
    the libraries to go forward
   
The cvs commit handler will notice your commands, update the ticket and record
your log message, along with commands to generate a full diff of the commit 
in the ticket noted in the first line.  This has proven to be incredibly useful
here, and I hope that it will prove similarly useful to anyone else using RT
to track bugs and CVS for revision control.

You can get the source from:

	http://fsck.com/pub/rt/contrib/2.0/rt-addons/rt-commit-handler 

You'll need to customize the paths inside, make the tool setgid rt and
add some lines to your cvs control files. (perldoc rt-commit-handler for
that info.)


	Thanks,
	Jesse Vincent
	Best Practical Solutions, LLC


-- 
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 olav.lind at online.no  Wed Jan 30 04:50:28 2002
From: olav.lind at online.no (Olav =?ISO-8859-1?Q?Lindkj=F8len?=)
Date: Wed, 30 Jan 2002 10:50:28 +0100
Subject: [rt-users] Problems during make test...
References: <Pine.LNX.4.44.0201291910590.19906-100000@pleiades.domenca.com>
Message-ID: <3C57C1E4.50703@online.no>

No errors...nothing.
Just hangs there appearently doing nothing.
Can I uninstall/remove Perl and Apache and install them from scratch?

Olav!

alesh at opensource-technologies.com wrote:

> Provide more info about the make test error.
> 
> Copy & paste perhaps?
> 
> A.
> 
> On Tue, 29 Jan 2002, Olav [ISO-8859-1] Lindkj?len wrote:
> 
> 
>>Date: Tue, 29 Jan 2002 17:28:47 +0100
>>From: "Olav [ISO-8859-1] Lindkj?len" <olav.lind at online.no>
>>To: rt-users at lists.fsck.com
>>Subject: [rt-users] Problems during make test...
>>
>>Hi
>>
>>I am trying to install RT 2.0.11 on a redhat 7.2 system. But I cant get
>>past the make test of mod_perl.
>>
>>Everything is ok until make test gets to modules/httpdconf...... it just
>>sits there doing nothing.
>>
>>downloaded mod_perl is 1.26
>>downloaded apache is 1.3.23
>>
>>All help welcome :-)
>>
>>Regards from Olav!
>>
>>
>>
>>
>>_______________________________________________
>>rt-users mailing list
>>rt-users at lists.fsck.com
>>http://lists.fsck.com/mailman/listinfo/rt-users
>>
>>
> 
> 
> 





From darrinw at nixc.net  Wed Jan 30 08:29:28 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Wed, 30 Jan 2002 08:29:28 -0500
Subject: [rt-users] Problems during make test...
In-Reply-To: <3C57C1E4.50703@online.no>; from olav.lind@online.no on Wed, Jan 30, 2002 at 10:50:28AM +0100
References: <Pine.LNX.4.44.0201291910590.19906-100000@pleiades.domenca.com> <3C57C1E4.50703@online.no>
Message-ID: <20020130082928.A44887@wh-inc.net>

  |+ No errors...nothing.
  |+ Just hangs there appearently doing nothing.
  |+ Can I uninstall/remove Perl and Apache and install them from scratch?

You are making it very hard for _anybody_ to give you some help.

WHy not try compiling mod_perl and apache yourself.  The RT documentation 
suggests a way to compile mod_perl with the correct settings.




From pizl at systinet.com  Wed Jan 30 08:21:36 2002
From: pizl at systinet.com (Zdenek Pizl)
Date: Wed, 30 Jan 2002 14:21:36 +0100
Subject: [rt-users] does the People - add watcher works ?
Message-ID: <20020130132019.CAF1B18A4D@pallas.eruditorum.org>

Hallo all,

 I am testing RT2 for a while and cannot managed watchers only for one 
distinct ticket. 

 I think it is done by going to the ticket form, selecting people and add new 
watcher. 

 Then, that user could (in according to scrips setup) obtain messages 
reffering to the concrete ticket.

						thx
							Z.P.



From olav.lind at online.no  Wed Jan 30 09:41:23 2002
From: olav.lind at online.no (Olav =?ISO-8859-1?Q?Lindkj=F8len?=)
Date: Wed, 30 Jan 2002 15:41:23 +0100
Subject: [rt-users] Problems during make test...
References: <Pine.LNX.4.44.0201291910590.19906-100000@pleiades.domenca.com> <3C57C1E4.50703@online.no> <20020130082928.A44887@wh-inc.net>
Message-ID: <3C580613.3010505@online.no>

Darrin Walton wrote:

>   |+ No errors...nothing.
>   |+ Just hangs there appearently doing nothing.
>   |+ Can I uninstall/remove Perl and Apache and install them from scratch?
> 
> You are making it very hard for _anybody_ to give you some help.
> 
> WHy not try compiling mod_perl and apache yourself.  The RT documentation 
> suggests a way to compile mod_perl with the correct settings.

Thats exactly what I'm trying to do. I dont need my current apache and 
perl installation for anything. I am not using them. So I thought it 
would make sence to wipe them out of the system and start fresh when 
installing RT.

Running "make" on mod_perl goes just fine, but when I run "make test" it 
gets to /modules/httpdconf and just sits there. I only use cvs and ftp 
and isdn for surfing at the moment. So I can just send my existing 
mod_perl and apache installation down the tubes if that would help.

Regards Olav!




From alesh at opensource-technologies.com  Wed Jan 30 09:46:21 2002
From: alesh at opensource-technologies.com (alesh at opensource-technologies.com)
Date: Wed, 30 Jan 2002 15:46:21 +0100 (CET)
Subject: [rt-users] Problems during make test...
In-Reply-To: <3C580613.3010505@online.no>
Message-ID: <Pine.LNX.4.44.0201301544220.25525-100000@pleiades.domenca.com>

Tried ignoring make test hang and simply continue with make install and
everything else?

Might be a long shoot, but still...

A.

On Wed, 30 Jan 2002, Olav [ISO-8859-1] Lindkj?len wrote:

> Date: Wed, 30 Jan 2002 15:41:23 +0100
> From: "Olav [ISO-8859-1] Lindkj?len" <olav.lind at online.no>
> To: Darrin Walton <darrinw at nixc.net>
> Cc: alesh at opensource-technologies.com, rt-users at lists.fsck.com
> Subject: Re: [rt-users] Problems during make test...
>
> Darrin Walton wrote:
>
> >   |+ No errors...nothing.
> >   |+ Just hangs there appearently doing nothing.
> >   |+ Can I uninstall/remove Perl and Apache and install them from scratch?
> >
> > You are making it very hard for _anybody_ to give you some help.
> >
> > WHy not try compiling mod_perl and apache yourself.  The RT documentation
> > suggests a way to compile mod_perl with the correct settings.
>
> Thats exactly what I'm trying to do. I dont need my current apache and
> perl installation for anything. I am not using them. So I thought it
> would make sence to wipe them out of the system and start fresh when
> installing RT.
>
> Running "make" on mod_perl goes just fine, but when I run "make test" it
> gets to /modules/httpdconf and just sits there. I only use cvs and ftp
> and isdn for surfing at the moment. So I can just send my existing
> mod_perl and apache installation down the tubes if that would help.
>
> Regards Olav!
>




From matthew.zeier at thirdcoast.net  Wed Jan 30 11:19:25 2002
From: matthew.zeier at thirdcoast.net (matthew zeier)
Date: Wed, 30 Jan 2002 08:19:25 -0800
Subject: [rt-users] How to use SendPasswordEmail ?
Message-ID: <02bb01c1a9a9$e2b71120$0b16160a@Desktop>

I see SendPasswordEmail.pm in my Actions directory but I'm not sure how to
use it.  It doesn't appear as one of the scrip actions in the webui.

--
matthew zeier - "In mathematics you don't understand things.  You just
get used to them." - Johann von Neumann




From sc2 at gmx.at  Wed Jan 30 11:22:55 2002
From: sc2 at gmx.at (sc2 at gmx.at)
Date: Wed, 30 Jan 2002 17:22:55 +0100
Subject: [rt-users] fixdeps problems
Message-ID: <000701c1a9aa$5fc253f0$e492633e@anonymous>

hello

i have try to make fixdeps
do you have any ideas how i can fix this problem?

thank you

cya
--------------
Going to read /root/.cpan/sources/modules/03modlist.data.gz
Bad name after d' at (eval 12) line 55.
        CPAN::Index::rd_modlist('CPAN::Index',
'/root/.cpan/sources/modules/03modlist.data.gz') called at
/usr/local/ActivePerl-5.6/lib/5.6.1/CPAN.pm line 3002
        CPAN::Index::reload('CPAN::Index') called at
/usr/local/ActivePerl-5.6/lib/5.6.1/CPAN.pm line 620
        CPAN::exists('CPAN=HASH(0x82fcd54)', 'CPAN::Module', 'DBI') called
at /usr/local/ActivePerl-5.6/lib/5.6.1/CPAN.pm line 1735
        CPAN::Shell::expandany('CPAN::Shell', 'DBI') called at
/usr/local/ActivePerl-5.6/lib/5.6.1/CPAN.pm line 1969
        CPAN::Shell::rematein('CPAN::Shell', 'install', 'DBI') called at
/usr/local/ActivePerl-5.6/lib/5.6.1/CPAN.pm line 2056
        CPAN::Shell::install('CPAN::Shell', 'DBI') called at
/usr/local/ActivePerl-5.6/lib/5.6.1/CPAN.pm line 75
        CPAN::AUTOLOAD('DBI') called at ./tools/testdeps line 108
        main::resolve_dependency('DBI', ' 1.18 ') called at ./tools/testdeps
line 67
make: *** [fixdeps] Error 255




From matthew.zeier at thirdcoast.net  Wed Jan 30 11:49:29 2002
From: matthew.zeier at thirdcoast.net (matthew zeier)
Date: Wed, 30 Jan 2002 08:49:29 -0800
Subject: [rt-users] how to use HeadsUp ?
Message-ID: <032c01c1a9ae$179c08b0$0b16160a@Desktop>

I'm poking around the rt-addons directory and came across HeadsUp -

http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/HeadsUp/

How do I "install" this?  Just toss in /opt/rt2/WebRT/html/HeadsUp didn't
work for me.

Thanks.

--
matthew zeier - "In mathematics you don't understand things.  You just
get used to them." - Johann von Neumann




From olav.lind at online.no  Wed Jan 30 13:45:19 2002
From: olav.lind at online.no (Olav =?ISO-8859-1?Q?Lindkj=F8len?=)
Date: Wed, 30 Jan 2002 19:45:19 +0100
Subject: [rt-users] Install problems fixed...
Message-ID: <3C583F3F.3070001@online.no>

Hi, just thought I would let everyone know what I did to overcome the 
Apache::Cookie problem.

I used a path to install from that was too long...in the make process 
somewhere, in the middle of the longest pathnames there was inserted two 
periods ".." to make tyhem readable...problem is thats not usable as a 
path to linux.

So I moved all sources I tried to compile and install from to 
subdirectories directly under /tmp. Then all make problems suddenly 
dissapeared.

So now theres config.pm tweaking thats next in line.

Olav!




From sc2 at gmx.at  Wed Jan 30 14:10:29 2002
From: sc2 at gmx.at (sc2 at gmx.at)
Date: Wed, 30 Jan 2002 20:10:29 +0100
Subject: [rt-users] module packages
Message-ID: <000701c1a9c1$c8931830$e492633e@anonymous>

anyone has the complete module package (20) that is need for RT ? to
download?

manuall i cant find all with the correct versions and cpan doesnt works (see
old mail in list)..



*******************Internet Email Confidentiality Footer*******************
Privileged/Confidential Information may be contained in this message. If
you are not the addressee indicated in this message (or responsible for
delivery of the message to such person), you may not copy or deliver this
message to anyone. In such case, you should destroy this message and kindly
notify the sender by reply email. Please advise immediately if you or your
employer does not consent to Internet email for messages of this kind.
Opinions, conclusions and other information in this message that do not
relate to the official business of my firm shall be understood as neither
given nor endorsed by it.





From sc2 at gmx.at  Wed Jan 30 14:12:10 2002
From: sc2 at gmx.at (sc2 at gmx.at)
Date: Wed, 30 Jan 2002 20:12:10 +0100
Subject: [rt-users] ....last one
Message-ID: <000d01c1a9c2$04d6a550$e492633e@anonymous>

last problem then i shut up but i think it is better for every problem one
mail..
ActivePerl 5.6.1 build 631
DbI 1.20 try with 1.14 and 1.18 too
Dbx Data source 0.2
make install he ask for the Sql pw. then
>Use of uninitialized value in die at tools/initdb line 203, ><STDIN> line
1.
>Died at tools/initdb line 203, <STDIN> line 1.
>make: *** [createdb] Error 255

thx

*******************Internet Email Confidentiality Footer*******************
Privileged/Confidential Information may be contained in this message. If
you are not the addressee indicated in this message (or responsible for
delivery of the message to such person), you may not copy or deliver this
message to anyone. In such case, you should destroy this message and kindly
notify the sender by reply email. Please advise immediately if you or your
employer does not consent to Internet email for messages of this kind.
Opinions, conclusions and other information in this message that do not
relate to the official business of my firm shall be understood as neither
given nor endorsed by it.





From stephen at acgroup.ucsc.edu  Wed Jan 30 14:13:59 2002
From: stephen at acgroup.ucsc.edu (stephen at acgroup.ucsc.edu)
Date: Wed, 30 Jan 2002 11:13:59 -0800 (PST)
Subject: [rt-users] module packages
In-Reply-To: <000701c1a9c1$c8931830$e492633e@anonymous>
Message-ID: <Pine.GSO.4.31.0201301113280.14461-100000@cavecanem.ucsc.edu>

Have you seen the page

http://www.helgrim.com/perlmodules


Stephen Hauskins
Academic Computing Group
Natural Sciences Division

If you want to win anything-a race, your self, your life-
you have to go a little berserk.

On Wed, 30 Jan 2002 sc2 at gmx.at wrote:

> anyone has the complete module package (20) that is need for RT ? to
> download?
>
> manuall i cant find all with the correct versions and cpan doesnt works (see
> old mail in list)..
>
>
>
> *******************Internet Email Confidentiality Footer*******************
> Privileged/Confidential Information may be contained in this message. If
> you are not the addressee indicated in this message (or responsible for
> delivery of the message to such person), you may not copy or deliver this
> message to anyone. In such case, you should destroy this message and kindly
> notify the sender by reply email. Please advise immediately if you or your
> employer does not consent to Internet email for messages of this kind.
> Opinions, conclusions and other information in this message that do not
> relate to the official business of my firm shall be understood as neither
> given nor endorsed by it.
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
>




From alesh at opensource-technologies.com  Wed Jan 30 14:24:43 2002
From: alesh at opensource-technologies.com (alesh at opensource-technologies.com)
Date: Wed, 30 Jan 2002 20:24:43 +0100 (CET)
Subject: [rt-users] module packages
In-Reply-To: <000701c1a9c1$c8931830$e492633e@anonymous>
Message-ID: <Pine.LNX.4.44.0201302023420.25525-100000@pleiades.domenca.com>

Read the FAQ more precise next time:

http://fsck.com/rtfm/article.html?id=2#11

A.

On Wed, 30 Jan 2002 sc2 at gmx.at wrote:

> Date: Wed, 30 Jan 2002 20:10:29 +0100
> From: sc2 at gmx.at
> To: rt-users at lists.fsck.com
> Subject: [rt-users] module packages
>
> anyone has the complete module package (20) that is need for RT ? to
> download?
>
> manuall i cant find all with the correct versions and cpan doesnt works (see
> old mail in list)..
>
>
>
> *******************Internet Email Confidentiality Footer*******************
> Privileged/Confidential Information may be contained in this message. If
> you are not the addressee indicated in this message (or responsible for
> delivery of the message to such person), you may not copy or deliver this
> message to anyone. In such case, you should destroy this message and kindly
> notify the sender by reply email. Please advise immediately if you or your
> employer does not consent to Internet email for messages of this kind.
> Opinions, conclusions and other information in this message that do not
> relate to the official business of my firm shall be understood as neither
> given nor endorsed by it.
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From alesh at opensource-technologies.com  Wed Jan 30 14:28:36 2002
From: alesh at opensource-technologies.com (alesh at opensource-technologies.com)
Date: Wed, 30 Jan 2002 20:28:36 +0100 (CET)
Subject: [rt-users] ....last one
In-Reply-To: <000d01c1a9c2$04d6a550$e492633e@anonymous>
Message-ID: <Pine.LNX.4.44.0201302027500.25525-100000@pleiades.domenca.com>

ActivePerl 5.6.1? Binary distribution of perl? Umm try install just perl
5.6.1.
I'm no expert on that, but would try that first, before yelling out for
help.
That could be (again, no expert) the source of your problems.

A.

On Wed, 30 Jan 2002 sc2 at gmx.at wrote:

> Date: Wed, 30 Jan 2002 20:12:10 +0100
> From: sc2 at gmx.at
> To: rt-users at lists.fsck.com
> Subject: [rt-users] ....last one
>
> last problem then i shut up but i think it is better for every problem one
> mail..
> ActivePerl 5.6.1 build 631
> DbI 1.20 try with 1.14 and 1.18 too
> Dbx Data source 0.2
> make install he ask for the Sql pw. then
> >Use of uninitialized value in die at tools/initdb line 203, ><STDIN> line
> 1.
> >Died at tools/initdb line 203, <STDIN> line 1.
> >make: *** [createdb] Error 255
>
> thx
>
> *******************Internet Email Confidentiality Footer*******************
> Privileged/Confidential Information may be contained in this message. If
> you are not the addressee indicated in this message (or responsible for
> delivery of the message to such person), you may not copy or deliver this
> message to anyone. In such case, you should destroy this message and kindly
> notify the sender by reply email. Please advise immediately if you or your
> employer does not consent to Internet email for messages of this kind.
> Opinions, conclusions and other information in this message that do not
> relate to the official business of my firm shall be understood as neither
> given nor endorsed by it.
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>




From rich+rt at lafferty.ca  Wed Jan 30 14:30:38 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Wed, 30 Jan 2002 14:30:38 -0500
Subject: [rt-users] Groups as watchers?
Message-ID: <20020130143038.J2655@lafferty.ca>

I'm surprised to find that there's no way to add a group as a watcher
on a queue. (Seems a natural extension of users->groups->queues.)

Before I move to -devel, am I missing something obvious?

  -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 Elmar.Knipp at knipp.de  Wed Jan 30 14:51:08 2002
From: Elmar.Knipp at knipp.de (Elmar Knipp)
Date: Wed, 30 Jan 2002 20:51:08 +0100 (MET)
Subject: [rt-users] Groups as watchers?
In-Reply-To: <20020130143038.J2655@lafferty.ca>
Message-ID: <Pine.HPX.4.43.0201302043580.9546-100000@hp9000.do.knipp.de>

On Wed, 30 Jan 2002, Rich Lafferty wrote:

> I'm surprised to find that there's no way to add a group as a watcher
> on a queue. (Seems a natural extension of users->groups->queues.)
>
> Before I move to -devel, am I missing something obvious?

I also missed this feature and didn't found it (2.0.11). It would be a
great help in the user management.


Regards,
Elmar

-- 
_____________________________________________________________________
     |       |
     | knipp |                   Knipp  Medien und Kommunikation GmbH
      -------                           Technologiepark
                                        Martin-Schmeisser-Weg 9
                                        44227 Dortmund
                                        Germany
                                        Fon: +49 231 9703-0
     Elmar.Knipp at knipp.de               Fax: +49 231 9703-200




From smrogers at socrates.Berkeley.EDU  Wed Jan 30 16:50:25 2002
From: smrogers at socrates.Berkeley.EDU (Sherry M. Rogers)
Date: Wed, 30 Jan 2002 13:50:25 -0800 (PST)
Subject: [rt-users] Friendly "To:" Lines in email headers
In-Reply-To: <20020129113211.Y3768@fsck.com>
Message-ID: <Pine.GSO.4.40.0201291459410.15932-100000@socrates.Berkeley.EDU>

the RT conf file implies that if you use sendmail it isn't possible to
get "To:" lines displayed in the email message which RT creates.

Is this true?  Do we have to switch to qmail?

Without "To" information, it makes it hard for the cc'd support people
to know where the mail was directed (unless they go into the RT system)

-------------------------------------------------------------------------
Sherry M. Rogers                 University of California, Berkeley
System & Network Security        phone (510)642-7157
-------------------------------------------------------------------------





From darrinw at nixc.net  Wed Jan 30 17:33:04 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Wed, 30 Jan 2002 17:33:04 -0500
Subject: [rt-users] Attachments
Message-ID: <20020130173304.F46555@wh-inc.net>

Just curious, has anyone seen a problem when a user attachs an HTML file 
that is divided into multiple pages?

RT clearly knows about both pages (giving the user the option of page 1 
or page 2) but regardless of which one they select, it only displays page 
1.

Thanks in advance,

darrin




From purp at wildbrain.com  Wed Jan 30 17:30:10 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 30 Jan 2002 14:30:10 -0800
Subject: [rt-users] SLOW: Home -> Search in 5-6 seconds?
Message-ID: <1012429810.27575.140.camel@labyrinth.wildbrain.com>

Howdy!

RT using Postgres on Linux is moving *very* slowly; I can regularly
reproduce the following sequence in a DB with < 150 tickets.


From darrinw at nixc.net  Wed Jan 30 18:00:24 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Wed, 30 Jan 2002 18:00:24 -0500
Subject: [rt-users] Attachments
In-Reply-To: <20020130173304.F46555@wh-inc.net>; from darrinw@nixc.net on Wed, Jan 30, 2002 at 05:33:04PM -0500
References: <20020130173304.F46555@wh-inc.net>
Message-ID: <20020130180024.I46555@wh-inc.net>

  |+ Just curious, has anyone seen a problem when a user attachs an HTML file 
  |+ that is divided into multiple pages?
  |+ 
  |+ RT clearly knows about both pages (giving the user the option of page 1 
  |+ or page 2) but regardless of which one they select, it only displays page 
  |+ 1.

BTW, I am running MySQL 3.23.42 with RT 2.0.11, and I have this:
set-variable    = max_allowed_packet=16M

in my /var/db/mysql/my.cnf

Doing a mysqladmin -p variables yields the correct results for this 
variable.

-darrin




From bruce_campbell at ripe.net  Wed Jan 30 18:04:54 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 31 Jan 2002 00:04:54 +0100 (CET)
Subject: [rt-users] Attachments
In-Reply-To: <20020130173304.F46555@wh-inc.net>
Message-ID: <Pine.LNX.4.44.0201302352090.3593-100000@x22.ripe.net>

On Wed, 30 Jan 2002, Darrin Walton wrote:

> Just curious, has anyone seen a problem when a user attachs an HTML file
> that is divided into multiple pages?

Define 'divided into multiple pages' ?  To me, a HTML 'page' is everything
from the opening <HTML> to the closing </HTML>  (or end of connection).

'Multiple pages' that are somehow in one attachment would indicate that
the user is doing something weird.  I suspect you're referring to multiple
attachments.  ( Terminology is important )

> RT clearly knows about both pages (giving the user the option of page 1
> or page 2) but regardless of which one they select, it only displays page
> 1.

Yup, Attachments.  Are you certain that they are different?  Actually, try
this (in SQL) to see whether they are different (replace 'ticketID' with
the number of the ticket with the problem).

	SELECT count(distinct(at.Content))
	FROM Attachments as at, Transactions as tn
	WHERE at.TransactionId = tn.id AND
	tn.Ticket = 'ticketID';

vs

	SELECT count(at.Content)
	FROM Attachments as at, Transactions as tn
	WHERE at.TransactionId = tn.id AND
	tn.Ticket = 'ticketID';

If the numbers don't add up, you've got *exactly* duplicate attachments
somewhere.  If they do match up, you got different contents in each
Attachment.


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




From darrinw at nixc.net  Wed Jan 30 18:31:20 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Wed, 30 Jan 2002 18:31:20 -0500
Subject: [rt-users] Attachments
In-Reply-To: <Pine.LNX.4.44.0201302352090.3593-100000@x22.ripe.net>; from bruce_campbell@ripe.net on Thu, Jan 31, 2002 at 12:04:54AM +0100
References: <20020130173304.F46555@wh-inc.net> <Pine.LNX.4.44.0201302352090.3593-100000@x22.ripe.net>
Message-ID: <20020130183119.L46555@wh-inc.net>

  |+ Define 'divided into multiple pages' ?  To me, a HTML 'page' is everything
  |+ from the opening <HTML> to the closing </HTML>  (or end of connection).

Our Sales Management Software uses crystal reports, which has the ability 
to print in HTML format.  Invoices, Sales Orders, etc that are 'multiple 
pages'.  From looking at the raw HTML, the pages are divided by <HTML> 
</HTML> tags.

  |+ 'Multiple pages' that are somehow in one attachment would indicate that
  |+ the user is doing something weird.  I suspect you're referring to multiple
  |+ attachments.  ( Terminology is important )

Nope.  See above.  Single Attachment.

  |+ > RT clearly knows about both pages (giving the user the option of page 1
  |+ > or page 2) but regardless of which one they select, it only displays page
  |+ > 1.
  |+ 
  |+ Yup, Attachments.  Are you certain that they are different?  Actually, try
  |+ this (in SQL) to see whether they are different (replace 'ticketID' with
  |+ the number of the ticket with the problem).
  |+ 
  |+ 	SELECT count(distinct(at.Content))
  |+ 	FROM Attachments as at, Transactions as tn
  |+ 	WHERE at.TransactionId = tn.id AND
  |+ 	tn.Ticket = 'ticketID';
  |+ 
  |+ vs
  |+ 
  |+ 	SELECT count(at.Content)
  |+ 	FROM Attachments as at, Transactions as tn
  |+ 	WHERE at.TransactionId = tn.id AND
  |+ 	tn.Ticket = 'ticketID';
  |+ 
  |+ If the numbers don't add up, you've got *exactly* duplicate attachments
  |+ somewhere.  If they do match up, you got different contents in each
  |+ Attachment.

mysql> SELECT count(distinct(at.Content))
    -> FROM Attachments as at, Transactions as tn
    -> WHERE at.TransactionId = tn.id AND
    -> tn.Ticket = '93';
+-----------------------------+
| count(distinct(at.Content)) |
+-----------------------------+
|                           2 |
+-----------------------------+
1 row in set (0.04 sec)

mysql> SELECT count(at.Content)
    -> FROM Attachments as at, Transactions as tn
    -> WHERE at.TransactionId = tn.id AND
    -> tn.Ticket = '93';
+-------------------+
| count(at.Content) |
+-------------------+
|                 2 |
+-------------------+
1 row in set (0.00 sec)

--darrin




From bruce_campbell at ripe.net  Wed Jan 30 18:31:17 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 31 Jan 2002 00:31:17 +0100 (CET)
Subject: [rt-users] Attachments
In-Reply-To: <20020130183119.L46555@wh-inc.net>
Message-ID: <Pine.LNX.4.44.0201310020490.3593-100000@x22.ripe.net>

On Wed, 30 Jan 2002, Darrin Walton wrote:

>   |+ Define 'divided into multiple pages' ?  To me, a HTML 'page' is everything
>   |+ from the opening <HTML> to the closing </HTML>  (or end of connection).
>
> Our Sales Management Software uses crystal reports, which has the ability
> to print in HTML format.  Invoices, Sales Orders, etc that are 'multiple
> pages'.  From looking at the raw HTML, the pages are divided by <HTML>
> </HTML> tags.
>
>   |+ 'Multiple pages' that are somehow in one attachment would indicate that
>   |+ the user is doing something weird.  I suspect you're referring to multiple
>   |+ attachments.  ( Terminology is important )
>
> Nope.  See above.  Single Attachment.

See above.  User is doing something weird. ;)

Not seeing an example (and having currently borked my web rt installation,
oh joy), I'd hazard that either RT or the browser is simply stopping at
the first closing </HTML>.  The handler for attachments doesn't have any
magic to show one part or the other.

If its one attachment, that makes

>   |+ > RT clearly knows about both pages (giving the user the option of page 1

a little confusing.  This is in the Ticket display page?
Ticket/Elements/ShowTransaction (the bit which generates the 'Download'
links) doesn't have anything to split apart Attachments.  Odd.

rt-devel would be your next step.


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




From darrinw at nixc.net  Wed Jan 30 18:48:42 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Wed, 30 Jan 2002 18:48:42 -0500
Subject: [rt-users] Attachments
In-Reply-To: <Pine.LNX.4.44.0201310020490.3593-100000@x22.ripe.net>; from bruce_campbell@ripe.net on Thu, Jan 31, 2002 at 12:31:17AM +0100
References: <20020130183119.L46555@wh-inc.net> <Pine.LNX.4.44.0201310020490.3593-100000@x22.ripe.net>
Message-ID: <20020130184842.N46555@wh-inc.net>

  |+ a little confusing.  This is in the Ticket display page?
  |+ Ticket/Elements/ShowTransaction (the bit which generates the 'Download'
  |+ links) doesn't have anything to split apart Attachments.  Odd.
  |+ 
  |+ rt-devel would be your next step.

Going there next.  But when I display the attachment, at the bottom of 
the page, I get:

	View Pages:   Next   Last

-darrin




From bruce_campbell at ripe.net  Wed Jan 30 18:44:51 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 31 Jan 2002 00:44:51 +0100 (CET)
Subject: [rt-users] Attachments
In-Reply-To: <20020130184842.N46555@wh-inc.net>
Message-ID: <Pine.LNX.4.44.0201310039410.3593-100000@x22.ripe.net>

On Wed, 30 Jan 2002, Darrin Walton wrote:

>   |+ a little confusing.  This is in the Ticket display page?
>   |+ Ticket/Elements/ShowTransaction (the bit which generates the 'Download'
>   |+ links) doesn't have anything to split apart Attachments.  Odd.
>   |+
>   |+ rt-devel would be your next step.
>
> Going there next.  But when I display the attachment, at the bottom of
> the page, I get:
>
> 	View Pages:   Next   Last

Oh!

Ok, the displaying of attachments in RT is done by a script
'WebRT/html/Ticket/Attachment/dhandler'.  At the bottom of this, there is:

	$m->out($AttachmentObj->Content);
	$m->abort;

'View Pages' isn't generated by RT.  In fact, when it displays the
attachment, thats all, and only, what it displays.  Instead, the 'View
Pages' must within the HTML of the attachment.  It would be interesting to
know if your browser is receiving all the <HTML>..</HTML> pages, or is
just stopping after the first closing </HTML>.


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




From rt2trouble at morben.ca  Wed Jan 30 19:10:39 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Wed, 30 Jan 2002 16:10:39 -0800
Subject: [rt-users] Return or Reply address issues
Message-ID: <200201310011.g0V0BE112044@buffy.pacificcoast.net>

Oh man I'm sure this is a RTFM/PEBCAK error..

When I reply to a mail-submitted ticket in RT the reply-to address is 
"www-data at rt.foo.com" instead of "support at rt.foo.com".

And yes I know www-data is the apache user in the httpd.conf .. Still doesn't 
make sense why RT is using that vs. the address I specified for the queue.

Anyone?

:)




From bruce_campbell at ripe.net  Wed Jan 30 19:39:30 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 31 Jan 2002 01:39:30 +0100 (CET)
Subject: [rt-users] Return or Reply address issues
In-Reply-To: <200201310011.g0V0BE112044@buffy.pacificcoast.net>
Message-ID: <Pine.LNX.4.44.0201310138010.3593-100000@x22.ripe.net>

On Wed, 30 Jan 2002, RT2 Troubles wrote:

( you'know, a name would be nice. )

> Oh man I'm sure this is a RTFM/PEBCAK error..
>
> When I reply to a mail-submitted ticket in RT the reply-to address is
> "www-data at rt.foo.com" instead of "support at rt.foo.com".
>
> And yes I know www-data is the apache user in the httpd.conf .. Still doesn't
> make sense why RT is using that vs. the address I specified for the queue.

MTA (sendmail most likely) problem.  See 'Trusted User' in MTA
configuration, and add 'www-data' to it if required.


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




From rt2trouble at morben.ca  Wed Jan 30 20:04:52 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Wed, 30 Jan 2002 17:04:52 -0800
Subject: [rt-users] Return or Reply address issues
In-Reply-To: <Pine.LNX.4.44.0201310138010.3593-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0201310138010.3593-100000@x22.ripe.net>
Message-ID: <200201310105.g0V15R101118@buffy.pacificcoast.net>

Thanks for the reply Bruce, though I think I may have confused the issue.

Here is my desired setup:

Someone mails RT for assistance
RT takes the mail and drops it in the correct queue
An RT user replies to the request for assistance.
The reply is mailed back to the person that requested assistance.
The person who requested assitance can simply reply to the message and it 
gets added to the current ticket or goes back into the queue.

It's the last step that won't work because they are replying to mail that is 
from "www-data at rt.foo.com". 

PS: I'm not allowed to tie my organization into anything so that's why it's 
all anonymous. 

On January 30, 2002 04:39 pm, you wrote:
> On Wed, 30 Jan 2002, RT2 Troubles wrote:
>
> ( you'know, a name would be nice. )
>
> > Oh man I'm sure this is a RTFM/PEBCAK error..
> >
> > When I reply to a mail-submitted ticket in RT the reply-to address is
> > "www-data at rt.foo.com" instead of "support at rt.foo.com".
> >
> > And yes I know www-data is the apache user in the httpd.conf .. Still
> > doesn't make sense why RT is using that vs. the address I specified for
> > the queue.
>
> MTA (sendmail most likely) problem.  See 'Trusted User' in MTA
> configuration, and add 'www-data' to it if required.



From grant at pico.apple.com  Wed Jan 30 20:25:25 2002
From: grant at pico.apple.com (Grant Miller)
Date: Wed, 30 Jan 2002 17:25:25 -0800
Subject: [rt-users] Having keywords show up in ticket search
Message-ID: <20020130172525.B16626@pico.apple.com>

Has anyone out there found a way to have the keywords for a ticket show up
in the search page (at the top, replacing the "Told" column with Keywords)?

I'm trying to do this by using the WebOptions in config.pm, but I'm not having
much luck.  Instead of the keywords, I'm getting a hyphen.

I have this in the QueueListingCols array:

       { Header => 'Keywords',
                TicketAttribute => 'QueueObj->KeywordSelects->KeywordObj'
       },
		            
I've even tried to put 
KeywordObj->RelativePath(QueueObj->KeywordSelects->Next->KeywordObj) in as
the TicketAttribute, but that yields the same results as the above one.


Basically, I'm trying to replicate the Area column from RT 1.0.


Thanks in advance for any help.

-- 

-Grant Miller    grant at pico.apple.com    

 Unix Systems Admin, Engineering Compute Services, Apple Computer




From purp at wildbrain.com  Wed Jan 30 20:38:45 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 30 Jan 2002 17:38:45 -0800
Subject: [rt-users] Return or Reply address issues
In-Reply-To: <200201310105.g0V15R101118@buffy.pacificcoast.net>
References: <Pine.LNX.4.44.0201310138010.3593-100000@x22.ripe.net> 
	<200201310105.g0V15R101118@buffy.pacificcoast.net>
Message-ID: <1012441128.10486.152.camel@labyrinth.wildbrain.com>

Pardon my creative rearranging of replies for readability:

On Wed, 2002-01-30 at 17:04, RT2 Troubles wrote:
> On January 30, 2002 04:39 pm, Bruce Campbell wrote:
> > MTA (sendmail most likely) problem.  See 'Trusted User' in MTA
> > configuration, and add 'www-data' to it if required.
>
> [...] It's the last step that won't work because they are replying to 
> mail that is from "www-data at rt.foo.com". 

Right. Bruce was pointing out that it's a problem with your Mail
Transport Agent (MTA) not trusting the apache user (www-data) and
therefore not allowing the apache user to send mail with headers
claiming to be some other user (support at rt.foo.com).

He was suggesting that you check out how to add the apache user to your
MTA's trusted users, which would solve your problem.

Cheers!

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




From khera at kcilink.com  Wed Jan 30 21:18:11 2002
From: khera at kcilink.com (Vivek Khera)
Date: Wed, 30 Jan 2002 21:18:11 -0500
Subject: [rt-users] SLOW: Home -> Search in 5-6 seconds?
In-Reply-To: <1012429810.27575.140.camel@labyrinth.wildbrain.com>
References: <1012429810.27575.140.camel@labyrinth.wildbrain.com>
Message-ID: <15448.43363.137390.387595@yertle.kciLink.com>

>>>>> "JM" == Jim Meyer <purp at wildbrain.com> writes:

JM> I saw this when I had the webserver and database server on two different
JM> machines; I continue to see it with the both on the same machine (a 550
JM> MHz Pentium III with 256M RAM)


Get faster disks and allocate more resources for Postgres (shared
memory segments, and also tell postgres to use more in postgres.conf).



From jason at rebel.rebel.net.au  Wed Jan 30 22:52:19 2002
From: jason at rebel.rebel.net.au (Jason Tan)
Date: Thu, 31 Jan 2002 14:22:19 +1030 (CST)
Subject: [rt-users] Problems making rt
Message-ID: <Pine.LNX.3.95.1020131141547.23469A-100000@rebel.rebel.net.au>


Im getting the following errors when attmpeting to install RT.


[root at huachuca rt-2-0-11]# make dropdb
/usr/bin/perl	tools/initdb 'Pg	' '/usr/local/pgsql' 'localhost'
'' 'postgres	' 'rt2' drop
Database creation parameters:

DB_TYPE         = Pg	
DB_HOME         = /usr/local/pgsql
DB_HOST         = localhost
DB_DBA          = postgres	
DB_DBA_PASSWORD = <hidden>
DB_DATABASE     = rt2
Now dropping the RT2 database.
Enter the Pg	 password for postgres	: 
About to drop Pg	 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.

Proceed [y/N]:y

Dropping Pg	 database rt2.
can't parse data source: dbi:Pg	: at
/usr/lib/perl5/site_perl/5.6.0/DBIx/DataSource.pm line 70, <STDIN> line 2.
make: *** [dropdb] Error 255


Any suggestions?
Any thoughts would be apprecaited.

Below is some maybe pertinent info

Regards
Jason Tan


Version info of some of the perl mods I suspect may be associated with the
problem.

DBI-1.201 
DBD-Pg-1.01
DBI-1.201.tar.gz
DBIx-DataSource-0.02
DBIx-SearchBuilder-0.48 

All of the perl mods were isntalled as per their readmes afaik.


root at huachuca rt-2-0-11]# perl -V
Summary of my perl5 (revision 5.0 version 6 subversion 0) configuration:
  Platform:
    osname=linux, osvers=2.2.5-22smp, archname=i386-linux
    uname='linux porky.devel.redhat.com 2.2.5-22smp #1 smp wed jun 2
09:11:51 edt 1999 i686 unknown '
    config_args='-des -Doptimize=-O2 -march=i386 -mcpu=i686 -Dcc=gcc
-Dcccdlflags=-fPIC -Dinstallprefix=/usr -Dprefix=/usr
-Darchname=i386-linux -Dd_dosuid -Dd_semctl_semun -Di_db -Di_ndbm -Di_gdbm
-Di_shadow -Di_syslog -Dman3ext=3pm -Uuselargefiles'
    hint=recommended, useposix=true, d_sigaction=define
    usethreads=undef use5005threads=undef useithreads=undef
usemultiplicity=undef
    useperlio=undef d_sfio=undef uselargefiles=undef 
    use64bitint=undef use64bitall=undef uselongdouble=undef usesocks=undef
  Compiler:
    cc='gcc', optimize='-O2 -march=i386 -mcpu=i686', gccversion=2.96
20000731 (experimental)
    cppflags='-fno-strict-aliasing'
    ccflags ='-fno-strict-aliasing'
    stdchar='char', d_stdstdio=define, usevfork=false
    intsize=4, longsize=4, ptrsize=4, doublesize=8
    d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
    ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t',
lseeksize=4
    alignbytes=4, usemymalloc=n, prototype=define
  Linker and Libraries:
    ld='gcc', ldflags =' -L/usr/local/lib'
    libpth=/usr/local/lib /lib /usr/lib
    libs=-lnsl -ldl -lm -lc -lcrypt
    libc=/lib/libc-2.1.92.so, so=so, useshrplib=false, libperl=libperl.a
  Dynamic Linking:
    dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-rdynamic'
    cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib'


Characteristics of this binary (from libperl): 
  Compile-time options:
  Built under linux
  Compiled at Aug  7 2000 10:59:51
  @INC:
    /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
    .
[root at huachuca rt-2-0-11]# 





--
------------------------------------------------------------------------------
Jason Tan                                                jason at rebel.net.au
     "Democracy is two wolves and a lamb voting on what to have for lunch. 
                 Liberty is a well-armed lamb contesting the vote."
                               ~Benjamin Franklin, 1759
------------------------------------------------------------------------------




From pdh at snapgear.com  Wed Jan 30 23:48:27 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 31 Jan 2002 14:48:27 +1000
Subject: [rt-users] Problems making rt
In-Reply-To: <Pine.LNX.3.95.1020131141547.23469A-100000@rebel.rebel.net.au>
References: <Pine.LNX.3.95.1020131141547.23469A-100000@rebel.rebel.net.au>
Message-ID: <20020131044827.GG17684@moreton.com.au>

Jason Tan wrote:
> /usr/bin/perl	tools/initdb 'Pg	' '/usr/local/pgsql' 'localhost'

Check your Makefile for stray tabs after the string "Pg"?



From jason at rebel.rebel.net.au  Thu Jan 31 00:03:20 2002
From: jason at rebel.rebel.net.au (Jason Tan)
Date: Thu, 31 Jan 2002 15:33:20 +1030 (CST)
Subject: [rt-users] Problems making rt
In-Reply-To: <20020131044827.GG17684@moreton.com.au>
Message-ID: <Pine.LNX.3.95.1020131153223.25474A-100000@rebel.rebel.net.au>

Your brilliance outshines even my darkest RayBans.

I  ddint think of anything so prosiac as theat.

Thanks you.

Still ahve other problems, but iM over _that_ hump at least.

Thanks very much for your timely and useful reply.

jason


On Thu, 31 Jan 2002, Phil Homewood wrote:

> Jason Tan wrote:
> > /usr/bin/perl	tools/initdb 'Pg	' '/usr/local/pgsql' 'localhost'
> 
> Check your Makefile for stray tabs after the string "Pg"?
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

--
------------------------------------------------------------------------------
Jason Tan                                                jason at rebel.net.au
     "Democracy is two wolves and a lamb voting on what to have for lunch. 
                 Liberty is a well-armed lamb contesting the vote."
                               ~Benjamin Franklin, 1759
------------------------------------------------------------------------------




From bruce_campbell at ripe.net  Thu Jan 31 03:26:40 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 31 Jan 2002 09:26:40 +0100 (CET)
Subject: [rt-users] Return or Reply address issues
In-Reply-To: <1012441128.10486.152.camel@labyrinth.wildbrain.com>
Message-ID: <Pine.LNX.4.44.0201310917260.3593-100000@x22.ripe.net>

On 30 Jan 2002, Jim Meyer wrote:

> Pardon my creative rearranging of replies for readability:
>
> On Wed, 2002-01-30 at 17:04, RT2 Troubles wrote:
> > On January 30, 2002 04:39 pm, Bruce Campbell wrote:

nearly 2am my time mind ;)

> > > MTA (sendmail most likely) problem.  See 'Trusted User' in MTA
> > > configuration, and add 'www-data' to it if required.
> >
> > [...] It's the last step that won't work because they are replying to
> > mail that is from "www-data at rt.foo.com".
>
> Right. Bruce was pointing out that it's a problem with your Mail
> Transport Agent (MTA) not trusting the apache user (www-data) and
> therefore not allowing the apache user to send mail with headers
> claiming to be some other user (support at rt.foo.com).
>
> He was suggesting that you check out how to add the apache user to your
> MTA's trusted users, which would solve your problem.

This does have some problems in the long term, in that *any* process
running as www-data (ie, from your web server) can send mail masquarading
as any address.  ( I'm not that good with long explanations when I'm
excessively tired ;) ).

With the latest spate of spam mail spewing forth from web -> email scrips,
having your web server with this ability isn't something you want to
operate an exposed web server with.

Its better, imo, to run the RT web server as a seperate user, as this
contains any problems.

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




From atossava at cc.helsinki.fi  Thu Jan 31 10:15:32 2002
From: atossava at cc.helsinki.fi (Atro Tossavainen)
Date: Thu, 31 Jan 2002 17:15:32 +0200 (EET)
Subject: [rt-users] ....last one
In-Reply-To: <000d01c1a9c2$04d6a550$e492633e@anonymous> from "sc2@gmx.at" at
 "Jan 30, 2002 08:12:10 pm"
Message-ID: <200201311515.g0VFFWP09530@kruuna.Helsinki.FI>

sc2 at gmx.at wrote

> ActivePerl 5.6.1 build 631

You aren't trying to run RT under Windows by any chance?

-- 
Atro Tossavainen (Mr.)               / The Institute of Biotechnology at
Systems Analyst, Techno-Amish &     / the University of Helsinki, Finland,
+358-9-19158939  UNIX Dinosaur     / employs me, but my opinions are my own.
< URL : http : / / www . iki . fi / atro . tossavainen / >

File attachments NOT welcome unless agreed to beforehand.



From sc2 at gmx.at  Thu Jan 31 10:46:12 2002
From: sc2 at gmx.at (sc2 at gmx.at)
Date: Thu, 31 Jan 2002 16:46:12 +0100
Subject: [rt-users] rt with fastcgi and virtual hosts
Message-ID: <000d01c1aa6e$69544760$e492633e@anonymous>

hello

so now the RT is installed clearly
all moduls too (thx to steph for link)
i have apache compiled new with fastcgi as alternative to mod_perl

when i try to use the RT webinterface there is coming an failure

>[Thu Jan 31 16:36:59 2002] [error] [client ip] File does not exist:
>Can't locate config.pm in @INC (@INC contains: /home/rt/etc /home/rt/lib
/usr/..etc etc..many path..
>BEGIN failed--compilation aborted at /home/rt/bin/mason_handler.fcgi line
39.

so i have edit config.pm and the permissions are ok.
in the manual i have read settings for apache

>LoadModule fastcgi_module modules/mod_fastcgi.so
>AddModule mod_fastcgi.c

but this i cant use because i have fastcgi compiled into httpd....
in /usr/local/apache there is no module directory...
but the others works too (php , etc) they are include in httpd and have no
"Add/LoadModule in config"
>AddHandler fastcgi-script fcgi


<VirtualHost ip>
                ServerAdmin mailadr at mail.com
                DocumentRoot /home/rt/WebRT/html
                AddHandler fastcgi-script fcg fcgi fpl
                ServerName domain.at
                SetHandler fastcgi-script
                FastCgiServer /home/rt/bin/mason_handler.fcgi
               ScriptAlias / /home/rt/bin/mason_handler.fcgi/
</VirtualHost>

thanks and sorry for my incredible english





From emf at servervault.com  Thu Jan 31 10:50:01 2002
From: emf at servervault.com (Erik Fichtner)
Date: Thu, 31 Jan 2002 10:50:01 -0500
Subject: [rt-users] WebRT not sending mail?
Message-ID: <20020131105001.G55476@servervault.com>

An embedded and charset-unspecified text was scrubbed...
Name: msg.pgp
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020131/e26850bd/attachment.ksh>

From gwarnagiris at babcockbrown.com  Thu Jan 31 11:04:44 2002
From: gwarnagiris at babcockbrown.com (George Warnagiris)
Date: Thu, 31 Jan 2002 11:04:44 -0500
Subject: [rt-users] WebRT not sending mail?
Message-ID: <D2C244AC3888D511AB120008C78647036C4745@soho.ny.babcockbrown.com>

First guess:  Did you set up a scrip to generate email responses?


From: http://fsck.com/rtfm/article.html?id=2#50

A reasonable default set of scrips for a queue is something like this: 

OnCreate AutoReplyToRequestors with Global Template: AutoReply 
OnCreate NotifyAdminCcs with Global Template: Transaction OnCorrespond
NotifyAllWatchers with Global Template: Correspondence 
OnComment NotifyAdminCcsAsComment with Global Template: AdminComment 
OnResolve NotifyRequestors with Global Template: Resolved 




-----Original Message-----
From:	Erik Fichtner [mailto:emf at servervault.com]
Sent:	Thursday, January 31, 2002 10:50 AM
To:	rt-users at lists.fsck.com
Subject:	[rt-users] WebRT not sending mail?

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

This is probably a FAQ and I'm probably just being a tard, but I can't
get RT 2.0.11 to send email. 

I've gone through config.pm several times.   I've shut down and restarted
Apache after every config.pm change.    I've tried "sendmail" and 
"sendmailpipe" for $MailCommand, and $LogToFile and $LogToScreen are both
set to "debug". 

$SendmailPath is set to /usr/sbin/sendmail, which is proper. (we're
using mailwrapper on freebsd, if that makes any difference.  It's a
stock config, though.)

No mail comes out when i reply with Response to requestors, no logs are
generated at all when I send a message (either in rt's log, or the system
mail logs).   No auto-responses are generated on inbound mail either.

What am I missing?

- -- 
Erik Fichtner
Security Administrator, ServerVault, Inc.
703-333-5900
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.0.6 (FreeBSD)
Comment: For info see http://www.gnupg.org

iD8DBQE8WWepQ7EzrewLMS0RAgvOAKDd6FChETwzfbcHSQ2p8rb6dUUvrgCfdWip
PaH1nOLkSqiJh7uoRs5A1x0=
=FxOj
-----END PGP SIGNATURE-----

_______________________________________________
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 emf at servervault.com  Thu Jan 31 11:24:30 2002
From: emf at servervault.com (Erik Fichtner)
Date: Thu, 31 Jan 2002 11:24:30 -0500
Subject: [rt-users] WebRT not sending mail?
In-Reply-To: <D2C244AC3888D511AB120008C78647036C4745@soho.ny.babcockbrown.com>; from gwarnagiris@babcockbrown.com on Thu, Jan 31, 2002 at 11:04:44AM -0500
References: <D2C244AC3888D511AB120008C78647036C4745@soho.ny.babcockbrown.com>
Message-ID: <20020131112430.J55476@servervault.com>

An embedded and charset-unspecified text was scrubbed...
Name: msg.pgp
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020131/a04fa7e0/attachment.ksh>

From KFerguso at chi.navtech.com  Thu Jan 31 11:40:00 2002
From: KFerguso at chi.navtech.com (Ferguson, Kevin)
Date: Thu, 31 Jan 2002 10:40:00 -0600
Subject: [rt-users] fixdeps problems
Message-ID: <91468650040FD411A51100104B63E23102E280C3@postman.chi.navtech.com>

I just had this problem the other day.  I think it indicates
that your copy of 03modlist.data.gz is fscked up.  I fixed
it by issuing 'reload index' to the CPAN shell.  If a new
modlist still gives this problem, try another mirror.

ttfn,
kevin


> -----Original Message-----
> From: sc2 at gmx.at [mailto:sc2 at gmx.at]
> Sent: Wednesday, January 30, 2002 10:23 AM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] fixdeps problems
> 
> 
> hello
> 
> i have try to make fixdeps
> do you have any ideas how i can fix this problem?
> 
> thank you
> 
> cya
> --------------
> Going to read /root/.cpan/sources/modules/03modlist.data.gz
> Bad name after d' at (eval 12) line 55.
>         CPAN::Index::rd_modlist('CPAN::Index',
> '/root/.cpan/sources/modules/03modlist.data.gz') called at
> /usr/local/ActivePerl-5.6/lib/5.6.1/CPAN.pm line 3002
>         CPAN::Index::reload('CPAN::Index') called at
> /usr/local/ActivePerl-5.6/lib/5.6.1/CPAN.pm line 620
>         CPAN::exists('CPAN=HASH(0x82fcd54)', 'CPAN::Module', 
> 'DBI') called
> at /usr/local/ActivePerl-5.6/lib/5.6.1/CPAN.pm line 1735
>         CPAN::Shell::expandany('CPAN::Shell', 'DBI') called at
> /usr/local/ActivePerl-5.6/lib/5.6.1/CPAN.pm line 1969
>         CPAN::Shell::rematein('CPAN::Shell', 'install', 
> 'DBI') called at
> /usr/local/ActivePerl-5.6/lib/5.6.1/CPAN.pm line 2056
>         CPAN::Shell::install('CPAN::Shell', 'DBI') called at
> /usr/local/ActivePerl-5.6/lib/5.6.1/CPAN.pm line 75
>         CPAN::AUTOLOAD('DBI') called at ./tools/testdeps line 108
>         main::resolve_dependency('DBI', ' 1.18 ') called at 
> ./tools/testdeps
> line 67
> make: *** [fixdeps] Error 255
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 



From derek at csolve.net  Thu Jan 31 12:30:36 2002
From: derek at csolve.net (Derek Buttineau)
Date: Thu, 31 Jan 2002 12:30:36 -0500
Subject: [rt-users] Odd Question
Message-ID: <015b01c1aa7c$feb584a0$8850a4cf@derek>

Been running into this lately with the our RT2-0-11 setup, and have seen the same issue coming from previous versions back to RT2-0-1.. 

We've been seeing RT overload itself on the SQL backend (mysql) occasionally as of late.

Today I managed to catch the query that was causing it, which is:

SELECT DISTINCT main.* FROM Tickets main, Watchers Watchers_1, Watchers Watchers_3, Watchers Watcher

When this happens it locks the RT Tickets table while it copies the query to a tmp database:

| 5933 | rtuser   | localhost          | rt2      | Query   | 447  | Copying to tmp table | SELECT DISTINCT main.* FROM Tickets main, Watchers Watchers_1, Watchers Watchers_3, Watchers Watcher |

However, we're seeing this sit for up to hours without resolution.. I end up having to flush the processes in order for RT to resume operation.

Has anyone else ran into this and/or know how to resolve it?

Thanks,


Derek

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020131/c34cf55e/attachment.htm>

From rt2trouble at morben.ca  Thu Jan 31 14:26:47 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Thu, 31 Jan 2002 11:26:47 -0800
Subject: [rt-users] Mail still not going out properly unless user is root
Message-ID: <200201311927.g0VJRO120611@buffy.pacificcoast.net>

There seems to be an issue where users can reply to tickets (they have 
the ReplyToTicket permission), but the reply is not queued for e-mail to the 
requester, unless the user happens to be root. I've even tried giving a user 
all permissions to a queue and the reply still doesn't make it to E-Mail.

Thanks again for the assitance, this list is devine.



From rt2trouble at morben.ca  Thu Jan 31 14:36:26 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Thu, 31 Jan 2002 11:36:26 -0800
Subject: [rt-users] Mail still not going out properly unless user is root
In-Reply-To: <200201311927.g0VJRO120611@buffy.pacificcoast.net>
References: <200201311927.g0VJRO120611@buffy.pacificcoast.net>
Message-ID: <200201311937.g0VJb3129438@buffy.pacificcoast.net>

Gesh! I'm just asleep today.. I was working on the wrong queue.. giving the 
user full permissions to the queue did work.. Now I have to play around.. 
Sorry for the spew! 

On January 31, 2002 11:26 am, you wrote:
> There seems to be an issue where users can reply to tickets (they have
> the ReplyToTicket permission), but the reply is not queued for e-mail to
> the requester, unless the user happens to be root. I've even tried giving a
> user all permissions to a queue and the reply still doesn't make it to
> E-Mail.
>
> Thanks again for the assitance, this list is devine.
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From gwarnagiris at babcockbrown.com  Thu Jan 31 14:41:50 2002
From: gwarnagiris at babcockbrown.com (George Warnagiris)
Date: Thu, 31 Jan 2002 14:41:50 -0500
Subject: [rt-users] Mail still not going out properly unless user is r
	oot
Message-ID: <D2C244AC3888D511AB120008C78647036C4751@soho.ny.babcockbrown.com>

I believe, by default, RT does not send email to the person that wrote it.
This is,  "because requestors get really confused and annoyed when RT sends
them copies of all mail they send in".

Is this, http://lists.fsck.com/pipermail/rt-devel/2001-December/001789.html
, the issue your running into?

George

-----Original Message-----
From:	RT2 Troubles [mailto:rt2trouble at morben.ca]
Sent:	Thursday, January 31, 2002 2:27 PM
To:	rt-users at lists.fsck.com
Subject:	[rt-users] Mail still not going out properly unless user is
root

There seems to be an issue where users can reply to tickets (they have 
the ReplyToTicket permission), but the reply is not queued for e-mail to the

requester, unless the user happens to be root. I've even tried giving a user

all permissions to a queue and the reply still doesn't make it to E-Mail.

Thanks again for the assitance, this list is devine.

_______________________________________________
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 emerald at u.washington.edu  Thu Jan 31 15:58:13 2002
From: emerald at u.washington.edu (Joshua Ayson)
Date: Thu, 31 Jan 2002 12:58:13 -0800 (PST)
Subject: [rt-users] Modifying domain on RT replies
Message-ID: <Pine.A41.4.44.0201311256230.27358-100000@homer37.u.washington.edu>

Hi,

I'm wondering if I could get some advice for modifying the domain on
e-mails that RT sends.

I just want to shorten it from:

 RT_user at xxx.yyy.zzz
   to
 RT_user at yyy.zzz

Anyone worked on this issue before?

Thanks in advance,

-----------------------------------------
Joshua Ayson
Computer Support Technician
Department of Technical Communication
17 Loew Hall, Box 352195
206.543.8994
-----------------------------------------
http://crusher.uwtc.washington.edu <work>
http://www.schnuckleputz.com <personal>
-----------------------------------------
Winter 2002 Office Hours

M,T,Th,F	10:30-2:30
W		11:30-3:00
-----------------------------------------




From Kendric.Beachey at garmin.com  Thu Jan 31 16:10:25 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Thu, 31 Jan 2002 15:10:25 -0600
Subject: [rt-users] Modifying domain on RT replies
Message-ID: <200201312110.PAA09998@dresden.garmin.com>

> From: Joshua Ayson [mailto:emerald at u.washington.edu]
> 
> I'm wondering if I could get some advice for modifying the domain on
> e-mails that RT sends.
> 
> I just want to shorten it from:
> 
>  RT_user at xxx.yyy.zzz
>    to
>  RT_user at yyy.zzz

I have a semi-related issue.  Our rt instance lives on a box called
"nairobi", but we set up an IP alias for it called "rt".  So if you send
mail to "queue at rt.blah.com", it will arrive in the right place.

And I have set up the queues in rt to think that their
correspondence/comment addresses are in that form, "queue at rt.blah.com".

But when RT sends out mail, it always comes from "queue at nairobi.blah.com".

Anyone know how to make RT send mail from the address the way I set it up?
Or does the MTA step in and change it, so it's out of RT's hands?  (In which
case, how do I make sendmail leave it alone?)

Thanks for any help...

Kendric Beachey
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020131/f51ed6d7/attachment.htm>

From purp at wildbrain.com  Thu Jan 31 16:50:11 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 31 Jan 2002 13:50:11 -0800
Subject: [rt-users] Modifying domain on RT replies
In-Reply-To: <200201312110.PAA09998@dresden.garmin.com>
References: <200201312110.PAA09998@dresden.garmin.com>
Message-ID: <1012513811.10486.210.camel@labyrinth.wildbrain.com>

Hi Josh and Kendric!

On Thu, 2002-01-31 at 13:10, Beachey, Kendric wrote:
> > From: Joshua Ayson [mailto:emerald at u.washington.edu]
> > 
> > I'm wondering if I could get some advice for modifying the domain on
> > e-mails that RT sends.
> > 
> > I just want to shorten it from:
> > 
> >  RT_user at xxx.yyy.zzz
> >    to
> >  RT_user at yyy.zzz
> 
> I have a semi-related issue.  Our rt instance lives on a box called
> "nairobi", but we set up an IP alias for it called "rt".  So if you send
> mail to "queue at rt.blah.com", it will arrive in the right place.
> 
> And I have set up the queues in rt to think that their
> correspondence/comment addresses are in that form, "queue at rt.blah.com".
> 
> But when RT sends out mail, it always comes from "queue at nairobi.blah.com".
> 
> Anyone know how to make RT send mail from the address the way I set it up?
> Or does the MTA step in and change it, so it's out of RT's hands?  (In which
> case, how do I make sendmail leave it alone?)

Well, one way to fix this is to have the MTA know who it's supposed to
identify as. If you're using sendmail, there's a line in your
sendmail.cf file:

# my official domain name
# ... define this only if sendmail cannot automatically determine your
domain
#Dj$w.Foo.COM

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.

Cheers!

--j

p.s. If it's not sendmail, I wouldn't know my elbow from a hand grenade.
-- 
Jim Meyer, Geek At Large                              purp at wildbrain.com




From purp at wildbrain.com  Thu Jan 31 17:06:25 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 31 Jan 2002 14:06:25 -0800
Subject: [rt-users] Modifying domain on RT replies
In-Reply-To: <1012513811.10486.210.camel@labyrinth.wildbrain.com>
References: <200201312110.PAA09998@dresden.garmin.com> 
	<1012513811.10486.210.camel@labyrinth.wildbrain.com>
Message-ID: <1012514786.10486.215.camel@labyrinth.wildbrain.com>

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




From jon at snoopy.net  Thu Jan 31 17:09:52 2002
From: jon at snoopy.net (Jon Anhold)
Date: Thu, 31 Jan 2002 17:09:52 -0500
Subject: [rt-users] HeadsUp borked
Message-ID: <20020131170952.W27366@snoopy.net>

Hi there..

I'm running 2.0.11 and trying to bring up the HeadsUp addon.

I've installed it, but I get the following errror:

Mason error

 error in file:  
                          /www/html/rt/WebRT/data/obj/STANDARD/HeadsUp/index.html
  
                          line 20: 
                                     Unable to locate component "SummaryByAge"

 context:  
                          ... 
                          16: 
                               type="text/css">
                          17: 
                               <table width=100%><tr VALIGN=TOP>
                          18: 
                               <td> <h1>Current status</h1>
                          19: 
                               ');
                          20: 
                               $m->comp('SummaryByAge', status =>'new');
                          21: 
                               $_out->('
                          22: 
                               ');
                          23: 
                               $m->comp('SummaryByAge', status =>'open');
                          24: 
                               $_out->('
                          ... 

 component stack:  
                          /HeadsUp/index.html [standard]
                          /autohandler [standard]
 code stack:  
                          /www/html/rt/WebRT/data/obj/STANDARD/HeadsUp/index.html:20
                          /www/html/rt/WebRT/data/obj/STANDARD/autohandler:69
                          /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm:159



From jon at snoopy.net  Thu Jan 31 17:33:55 2002
From: jon at snoopy.net (Jon Anhold)
Date: Thu, 31 Jan 2002 17:33:55 -0500
Subject: [rt-users] Table Row Links
Message-ID: <20020131173355.X27366@snoopy.net>

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.

Unfortunately, none of these places come to mind to see how they've done
it.

Anybody have any idea on how to do this with RT in the search window with
the tickets table?

-j




From mwatson at netspace.net.au  Thu Jan 31 17:58:37 2002
From: mwatson at netspace.net.au (Mat)
Date: Fri, 1 Feb 2002 09:58:37 +1100
Subject: [rt-users] Odd Question
In-Reply-To: <015b01c1aa7c$feb584a0$8850a4cf@derek>
Message-ID: <IAECIBNIPGKFNINKNHNNIENPCGAA.mwatson@netspace.net.au>

from the look of it, what someone has done, is searched for a ticket with 2
or more differenet requestors.
The query just to find tickets by 1 requestor is very heavy (and shouldn't
really be! hopefully this will be fixed up in the future), adding more
requestors onto it blows the query right out.

I've actually changed around my search pages so staff cannot search via
requestor (they need to go through our customer info pages to get the
tickets).

I wouild suggest making it so only one requestor can be in the search query
at a time, then you will see this query disappear i think

  -----Original Message-----
  From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Derek Buttineau
  Sent: Friday, 1 February 2002 4:31 AM
  To: rt-users at lists.fsck.com
  Subject: [rt-users] Odd Question


  Been running into this lately with the our RT2-0-11 setup, and have seen
the same issue coming from previous versions back to RT2-0-1..

  We've been seeing RT overload itself on the SQL backend (mysql)
occasionally as of late.

  Today I managed to catch the query that was causing it, which is:

  SELECT DISTINCT main.* FROM Tickets main, Watchers Watchers_1, Watchers
Watchers_3, Watchers Watcher

  When this happens it locks the RT Tickets table while it copies the query
to a tmp database:

  | 5933 | rtuser   | localhost          | rt2      | Query   | 447  |
Copying to tmp table | SELECT DISTINCT main.* FROM Tickets main, Watchers
Watchers_1, Watchers Watchers_3, Watchers Watcher |

  However, we're seeing this sit for up to hours without resolution.. I end
up having to flush the processes in order for RT to resume operation.

  Has anyone else ran into this and/or know how to resolve it?

  Thanks,


  Derek

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020201/64e91094/attachment.htm>

From pburkett at callatg.com  Thu Jan 31 18:39:54 2002
From: pburkett at callatg.com (Paul Burkett)
Date: Thu, 31 Jan 2002 15:39:54 -0800
Subject: [rt-users] Issues on taking a ticket [Privilege Issue]
Message-ID: <20020131153954.6843bdf0.pburkett@callatg.com>

Hey, after reading the Administration guide and the FAQ I was wondering on how to grant access rights for a staff member to 'take' a ticket. I was assuming that the privilege "OwnTicket" would be enough, but I still get a "Permission Denied" error. When I grant the staff member "AdminQueue" it works, but I don't want to give the staff member too much access. Is this the only solution? Or is there something else? Any help would be appreciated, thanks.

-- 
Paul Burkett
ATG Intern
http://www.red-fusion.org/



From pdh at snapgear.com  Thu Jan 31 18:51:22 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 1 Feb 2002 09:51:22 +1000
Subject: [rt-users] Issues on taking a ticket [Privilege Issue]
In-Reply-To: <20020131153954.6843bdf0.pburkett@callatg.com>
References: <20020131153954.6843bdf0.pburkett@callatg.com>
Message-ID: <20020131235122.GE28285@moreton.com.au>

[ please wrap lines at a reasonable length -- thanks ]

Paul Burkett wrote:
> Hey, after reading the Administration guide and the FAQ I was wondering
> on how to grant access rights for a staff member to 'take' a ticket. I was
> assuming that the privilege "OwnTicket" would be enough, but I still get
> a "Permission Denied" error. When I grant the staff member "AdminQueue"
> it works, but I don't want to give the staff member too much access. Is
> this the only solution? Or is there something else? Any help would be
> appreciated, thanks.

Try giving the user ModifyTicket as well as OwnTicket?



From rt2trouble at morben.ca  Thu Jan 31 19:11:04 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Thu, 31 Jan 2002 16:11:04 -0800
Subject: [rt-users] Stock Answers addon
Message-ID: <200202010011.g110B5109068@buffy.pacificcoast.net>

I just installed the Stock Answers addon for RT2 and it is sorta working...

The stock answers link shows up when you reply to a ticket.
The stock answers java window comes up when you click the link.
The stock answers files I have setup are showing up.
BUT
When I click on any of the stock answers I get an access error. 

Now I'm no security guru by any stretch of the imagination, but all the files 
and dirs involved are marked 'r' for everyone. To me that should work, but 
perhaps stock answers needs access to something?

Here's my directory structure:

/usr/local/rt2/local/WebRT/html/Ticket/
/usr/local/rt2/local/templates/global

Any help is appreciated. ;)



From seph at commerceflow.com  Thu Jan 31 19:54:43 2002
From: seph at commerceflow.com (seph)
Date: 31 Jan 2002 16:54:43 -0800
Subject: [rt-users] Exim alias dilemma
In-Reply-To: Paul Burkett's message of "Tue, 29 Jan 2002 13:44:21 -0800"
References: <20020122164140.0e60756c.pburkett@callatg.com> <m3vgdts6hd.fsf@rewt.rc6.org> <20020124132200.04fa9694.pburkett@callatg.com> <6ybsffa51g.fsf@seph.commerceflow.com> <20020129134421.2904cd5e.pburkett@callatg.com>
Message-ID: <6yr8o6rpgs.fsf@seph.commerceflow.com>

  Paul Burkett <pburkett at callatg.com> writes:

> It still doesn't work, so I don't need to add anything to me /etc/aliases ?
> 
> Also, is there a list of actions, I am trying to send to address
> rt-5e+correspond at localdomain.com is this wrong? Is there an action
> to create a new ticket? Thanks

I don't have a list of actions handy, it's whatever rt-mailgate
supports. I know I've seen it documented somewhere. correspond sounds
like what you want here though.

is your rt installed in /usr/local/rt2? if
/usr/local/rt2/bin/rt-mailgate, you'll have to change the path for it.

is your modded exim.conf on the host that recieves localdomain.com
mail? if it's not, then you will need something to get the mail from
there, over to where the special exim set up is.

for example, mail to commerceflow.com ends up on
mail.commerceflow.com. when I want stuff to get into rt, I add an
entry to mail.commerceflow.com's /etc/aliases, along the lines of:
abuse: rt-abuse+correspond at rt2.commerceflow.com
this sends abuse at commerceflow.com to rt-abuse+correspond at rt2.commerceflow.com
rt2.commerceflow.com has the special exim.conf, which then does the
right magic, and treats is as a correspond transaction in the abuse queue.

seph



From jon at snoopy.net  Thu Jan 31 23:14:12 2002
From: jon at snoopy.net (Jon Anhold)
Date: Thu, 31 Jan 2002 23:14:12 -0500
Subject: [rt-users] HeadsUp borked
In-Reply-To: <20020131170952.W27366@snoopy.net>; from jon@snoopy.net on Thu, Jan 31, 2002 at 05:09:52PM -0500
References: <20020131170952.W27366@snoopy.net>
Message-ID: <20020131231412.C7710@snoopy.net>

And now the SummaryByAge elements are magically available in the contrib
dir :)

-j

Previously, Jon Anhold (jon at snoopy.net) wrote:
> Hi there..
> 
> I'm running 2.0.11 and trying to bring up the HeadsUp addon.
> 
> I've installed it, but I get the following errror:
> 
> Mason error
> 
>  error in file:  
>                           /www/html/rt/WebRT/data/obj/STANDARD/HeadsUp/index.html
>   
>                           line 20: 
>                                      Unable to locate component "SummaryByAge"
> 
>  context:  
>                           ... 
>                           16: 
>                                type="text/css">
>                           17: 
>                                <table width=100%><tr VALIGN=TOP>
>                           18: 
>                                <td> <h1>Current status</h1>
>                           19: 
>                                ');
>                           20: 
>                                $m->comp('SummaryByAge', status =>'new');
>                           21: 
>                                $_out->('
>                           22: 
>                                ');
>                           23: 
>                                $m->comp('SummaryByAge', status =>'open');
>                           24: 
>                                $_out->('
>                           ... 
> 
>  component stack:  
>                           /HeadsUp/index.html [standard]
>                           /autohandler [standard]
>  code stack:  
>                           /www/html/rt/WebRT/data/obj/STANDARD/HeadsUp/index.html:20
>                           /www/html/rt/WebRT/data/obj/STANDARD/autohandler:69
>                           /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm:159
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users



From tfurnish at mail1.wowemployers.com  Thu Jan 31 18:23:22 2002
From: tfurnish at mail1.wowemployers.com (Trever Furnish)
Date: Thu, 31 Jan 2002 18:23:22 -0500 (EST)
Subject: [rt-users] Modifying domain on RT replies
In-Reply-To: <1012514786.10486.215.camel@labyrinth.wildbrain.com>
Message-ID: <Pine.LNX.4.33.0201311821170.19379-100000@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?

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.
> 




From rm at codeon.de  Thu Jan 31 06:28:27 2002
From: rm at codeon.de (Rolf Meinecke)
Date: Thu, 31 Jan 2002 12:28:27 +0100
Subject: [rt-users] SelfService UI and Ticket Display
Message-ID: <5.1.0.14.2.20020131122235.02c690e0@lameck.local.codeon>

Hi,

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?


Ciao,

-rolf



-----BEGIN PGP PUBLIC KEY BLOCK-----
Version: GnuPG v1.0.6 (MingW32)
Comment: For info see http://www.gnupg.org
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=tz9U
-----END PGP PUBLIC KEY BLOCK-----




From clarsson at manu.com  Mon Jan 28 16:35:54 2002
From: clarsson at manu.com (clarsson at manu.com)
Date: Mon, 28 Jan 2002 16:35:54 -0500
Subject: [rt-users] Due Date on queue list
Message-ID: <OF56DF75FD.A37EFB07-ON85256B4F.00761893@manu.com>

Has anyone seen the situation when trying to add the Due Date to the queue 
listing, nothing happens?  I added 


       { Header => 'DueDate',
         TicketAttribute => 'DueAsString'
         },

into the WebOptions hash  to no avail.  I attempted a few other variations 
that also had no effect.  In fact I just changed some of the header 
strings, (changed requestor(s) to reqqqquestor) and still the headers were 
correct on the queue listing.  It appears to me that the WebOptions 
section of the config.pm is not being read.

Does anyone have a suggestion as how to make the Due Date appear on the 
queue listing or other settings to check to resolve this problem

I am using rt-2-0-11.

Thanks,

        Chris

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020128/59155af2/attachment.htm>

From bthauvin at clearchannel.fr  Mon Jan 28 12:05:39 2002
From: bthauvin at clearchannel.fr (THAUVIN Blaise (Informatique))
Date: Mon, 28 Jan 2002 18:05:39 +0100
Subject: [rt-users] Email address blacklist
Message-ID: <C6E6A723C42DD511B9D5009027C3933A01616F40@messagerie.dauphin-affichage.com>

Hi,

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.
I don't really know ho to do this, but I guess it can be done using
parameters in the command line used to fire sendmail.

Hope this helps

Blaise
-----Message d'origine-----
De : Thorsten Sturm [mailto:thorsten.sturm at gentleware.de]
Envoy? : lundi 28 janvier 2002 17:58
? : rt-users at lists.fsck.com
Objet : [rt-users] Email address blacklist


Hi,

is it possible to stop RT from making tickets for emails coming from
specific email addresses?

My problem is, that I configured RT to create a new ticket for each
incoming email and send an autoreply message back to its sender.
Sometimes, sending this autoreply fails for some reason. That causes the
mailer daemon to send an "delivery failed" message back to RT which in
turn causes a new autoreply to the mailer daemon. Now I need some advice
on how I can stop RT  from sending an autoreply message to any email
coming from the mailer daemon. Any ideas?

Thorsten
???z?&j)bz	b???????X????rG(sm???S?l~?$r??(tm)??(tm)??-+-Sw???n???
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020128/19f3d04f/attachment.htm>