From colleen at darksideproductions.net  Mon Jul  1 13:36:19 2002
From: colleen at darksideproductions.net (Colleen)
Date: Mon, 1 Jul 2002 10:36:19 -0700
Subject: [rt-users] force a request requirement
Message-ID: <12F63B1280D5E444930A872E98BF552D6E9E72@darkside1.darksideproductions.net>

My company's using the Web UI for RT and we were wondering if there is
any way to force a user to fill out/select one of the Keyword Select
boxes?

Does anyone know how to stop Creation of a ticket if a Keyword Select
box is not filled out?


Thanks in advance!

--
Colleen Noonan





From jesse at bestpractical.com  Mon Jul  1 15:26:25 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 1 Jul 2002 15:26:25 -0400
Subject: [rt-users] Re: Feature query/suggestion : estimated time
In-Reply-To: <FD2EC577E876CA418D08460A64646FBD01732215@titan.nha.co.za>; from rehan@nha.co.za on Fri, Jun 28, 2002 at 03:57:04PM +0200
References: <FD2EC577E876CA418D08460A64646FBD01732215@titan.nha.co.za>
Message-ID: <20020701152625.D3580@fsck.com>

There's a fairly good chance this will be in the next major release.


On Fri, Jun 28, 2002 at 03:57:04PM +0200, Rehan van der Merwe wrote:
> Hi all,
> 
> We've had requests to have a "estimated time" that the request will take to complete.  I realise that it is implied by the due date, but we use the due date as a "final" date, and want the developer to give an estimate of when the request could be finished without necessarily influencing the due-date.
> 
> Has anyone implemented any such means.  Any suggestions welcome.
> 
> Jesse & Co : Won't that be a good feature to include in future releases?
> 
> Regards,
> 
> Rehan van der Merwe
> Neil Harvey & Associates (Pty) Ltd
> http://www.nha.co.za
> rehan at nha.co.za
> Tel:  +27 21 9504424
> Fax: +27 21 9504524
> 
> 

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



From manfred at outblaze.com  Mon Jul  1 22:59:29 2002
From: manfred at outblaze.com (Manfred Hui)
Date: Tue, 2 Jul 2002 10:59:29 +0800
Subject: [rt-users] RT Performance, Hardware
References: <011601c219da$bde101c0$fe02a8c0@daniel> <3D16D28C.DDF7A27A@fun.de> <005201c21b5b$ad8343b0$4d02a8c0@manfredtest> <3D18DCBE.22ECB185@graphon.com>
Message-ID: <004c01c22174$7c211120$4d02a8c0@manfredtest>

----- Original Message -----
From: "Nate Amsden" <subscriptions at graphon.com>
To: <rt-users at lists.fsck.com>
Sent: Wednesday, June 26, 2002 5:12 AM
Subject: Re: [rt-users] RT Performance, Hardware


> Manfred Hui wrote:
> >
> > It should only take a few seconds to load a ticket, (we have around
30000
> > tickets, mysql, P3 600, 512 mb ram)
> >
> > Check that you have indexed the tables correctly, especially Tickets,
> > Transactions and Attachments.
>
> does this apply to only postgres ? i have a system running mysql and with
1000
> tickets its dog slow, some tickets take over a minute to load. p3-600 1gb
ram.

No, We use mysql as well.

To find out, connect to mysql and run this command:

mysql> show index from Transactions;
+--------------+------------+---------------+--------------+----------------
-+-----------+-------------+----------+--------+---------+
| Table        | Non_unique | Key_name      | Seq_in_index | Column_name
| Collation | Cardinality | Sub_part | Packed | Comment |
+--------------+------------+---------------+--------------+----------------
-+-----------+-------------+----------+--------+---------+
| Transactions |          0 | PRIMARY       |            1 | id
| A         |         796 |     NULL | NULL   |         |
| Transactions |          1 | Transactions1 |            1 | Ticket
| A         |        NULL |     NULL | NULL   |         |
| Transactions |          1 | Transactions2 |            1 | EffectiveTicket
| A         |        NULL |     NULL | NULL   |         |
+--------------+------------+---------------+--------------+----------------
-+-----------+-------------+----------+--------+---------+
3 rows in set (0.00 sec)

and


 show index from Attachments;
+-------------+------------+--------------+--------------+---------------+--
---------+-------------+----------+--------+---------+
| Table       | Non_unique | Key_name     | Seq_in_index | Column_name   |
Collation | Cardinality | Sub_part | Packed | Comment |
+-------------+------------+--------------+--------------+---------------+--
---------+-------------+----------+--------+---------+
| Attachments |          0 | PRIMARY      |            1 | id            | A
|         539 |     NULL | NULL   |         |
| Attachments |          1 | Attachments1 |            1 | Parent        | A
|        NULL |     NULL | NULL   |         |
| Attachments |          1 | Attachments2 |            1 | TransactionId | A
|        NULL |     NULL | NULL   |         |
| Attachments |          1 | Attachments3 |            1 | Parent        | A
|        NULL |     NULL | NULL   |         |
| Attachments |          1 | Attachments3 |            2 | TransactionId | A
|        NULL |     NULL | NULL   |         |
+-------------+------------+--------------+--------------+---------------+--
---------+-------------+----------+--------+---------+
5 rows in set (0.00 sec)

You should see something like the above.

If the indexes haven't been created, create them from the schema file
/usr/local/src/rt2/etc/schema.mysql

>
> can you point me to docs that talk about indexing the tables ? i haven't
used
> rt directly much yet(others on the network do) but i have been maintaining
> the 'back end' for a while.
>
> thanks!!
>
> nate
>
> --
> Nate Amsden
> System Administrator
> GraphOn
> http://www.graphon.com
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
>




From manfred at outblaze.com  Mon Jul  1 23:06:22 2002
From: manfred at outblaze.com (Manfred Hui)
Date: Tue, 2 Jul 2002 11:06:22 +0800
Subject: [rt-users] RT Performance, Hardware
References: <011601c219da$bde101c0$fe02a8c0@daniel> <3D16D28C.DDF7A27A@fun.de> <005201c21b5b$ad8343b0$4d02a8c0@manfredtest> <3D18DCBE.22ECB185@graphon.com>
Message-ID: <005201c22175$71a76040$4d02a8c0@manfredtest>

By the way, please backup your data before playing with the indexes.

Manfred.


----- Original Message -----
From: "Nate Amsden" <subscriptions at graphon.com>
To: <rt-users at lists.fsck.com>
Sent: Wednesday, June 26, 2002 5:12 AM
Subject: Re: [rt-users] RT Performance, Hardware


> Manfred Hui wrote:
> >
> > It should only take a few seconds to load a ticket, (we have around
30000
> > tickets, mysql, P3 600, 512 mb ram)
> >
> > Check that you have indexed the tables correctly, especially Tickets,
> > Transactions and Attachments.
>
> does this apply to only postgres ? i have a system running mysql and with
1000
> tickets its dog slow, some tickets take over a minute to load. p3-600 1gb
ram.
>
> can you point me to docs that talk about indexing the tables ? i haven't
used
> rt directly much yet(others on the network do) but i have been maintaining
> the 'back end' for a while.
>
> thanks!!
>
> nate
>
> --
> Nate Amsden
> System Administrator
> GraphOn
> http://www.graphon.com
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
>




From dwindura at commverge.com  Tue Jul  2 06:05:09 2002
From: dwindura at commverge.com (Daniel Windura)
Date: Tue, 02 Jul 2002 18:05:09 +0800
Subject: [rt-users] Changing the mail sender
References: <5.1.0.14.0.20020404154722.00bb6d08@localhost>
Message-ID: <3D217AD5.7030204@commverge.com>

Hi,

I am trying to setup my RT so that when there is a ticket created in the 
particular queue (let's say general) an e-mail will be shoot out to a 
particular person (let's say support at somecompany.com). I already set a 
"Administrative Cc" in that particular queue and set a scrips to shoot 
out an e-mail when there is a new ticket created in that queue.

The problem is sender of the e-mail is always 
daemon at somelocaldomain.com. Is it possible to change the sender to 
something else like rt at somecompany.com?

Thanks for all your help.


Regards,

Daniel





From maniezhilan at naturesoft.net  Thu Jul 18 11:12:32 2002
From: maniezhilan at naturesoft.net (maniezhilan)
Date: Thu, 18 Jul 2002 20:42:32 +0530
Subject: [rt-users] Deleting Groups.....
Message-ID: <3D36DADF.8E52C8DA@naturesoft.net>

Dear all,

The below mentioned lines are taken from http://fsck.com/rtfm,    is
that I cannot delete a group which I created.

How do I delete users and groups

           With groups, the lack of a 'delete' button is an oversight
which will be  corrected. With users, it's a bit more complex. For
referential integrity reasons, you can't delete users, but you can
'disable'. Uncheck the "Let this user access RT" option in the WebUI.
Email is still sent to disabled users by scrips (eg if the user created
a ticket, he might get a copy of comments), so
 you may wish to catch this with an email alias to redirect traffic from
departed users. 's a bit more complex. For referential integrity
reasons, you can't delete users, but you can 'disable'. Uncheck the "Let
this  user access RT" option in the WebUI. Email is still sent to
disabled users by scrips (eg if the user created a ticket, he might get
a copy of comments), so you may wish to catch this with an email alias
to redirect traffic from departed users.

Can anyone help me out in deleting the group created by me?

With Regards,

J.Mani Ezhilan




From maniezhilan at naturesoft.net  Thu Jul 18 11:18:37 2002
From: maniezhilan at naturesoft.net (maniezhilan)
Date: Thu, 18 Jul 2002 20:48:37 +0530
Subject: [rt-users] Timebound Status Information........
Message-ID: <3D36DC4D.77CCE6E9@naturesoft.net>

Hi all,

Is there any scrip, where I can specify the time bound limit for the
Request. Say a requestor sends a request, if the request is not being
acted upon for a specific time period, RT will automatically sends a
status information to the Requestor or Admincc or cc.

Can any one help me out?

Thanks in Advance.

With Regards,
J.Mani Ezhilan.




From pdh at snapgear.com  Tue Jul  2 07:26:17 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 2 Jul 2002 21:26:17 +1000
Subject: [rt-users] Deleting Groups.....
In-Reply-To: <3D36DADF.8E52C8DA@naturesoft.net>
References: <3D36DADF.8E52C8DA@naturesoft.net>
Message-ID: <20020702112617.GA73928@dorfl.internal.moreton.com.au>

maniezhilan wrote:
> Can anyone help me out in deleting the group created by me?

Remove all the members of the group and change its name to
something signifying "deleted" to you.




From bortzmeyer at nic.fr  Tue Jul  2 09:37:41 2002
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Tue, 2 Jul 2002 15:37:41 +0200
Subject: [rt-users] "Correspondence added" but no message content
In-Reply-To: <20020628115057.GA30335@nic.fr>
References: <20020628115057.GA30335@nic.fr>
Message-ID: <20020702133741.GA4493@nic.fr>

On Fri, Jun 28, 2002 at 01:50:57PM +0200,
 Stephane Bortzmeyer <bortzmeyer at nic.fr> wrote 
 a message of 113 lines which said:

> I forward mails to RT, after changing the subject to add [Company
> #NN]. RT sends no error message, the rt.log.NNNN is empty, displaying
> the ticket shows the date, my name and "Correspondence added" but the
> text of the message is not here. Apparently, it depends on the content
> of the message.

Well, it is the first time I ask a question on that list and get no
reply :-{

The problem seems related, in a strange way, to composed characters
(like ?, ? or ?). Mails without such characters always get through
fine. Mails with such characters sometimes are recorded (so I assume
MIME headers, PostgreSQL's charset, etc, are OK) and sometimes not.

The problem is really annoying since there is no error messages at
all. The mail is simply lost :-(

I have similar RT installations where almost all of the messages are
in French and everything is fine. I fail to see what's special at this
particular non-working installation.
 



From subscriptions at graphon.com  Tue Jul  2 12:07:19 2002
From: subscriptions at graphon.com (Nate Amsden)
Date: Tue, 2 Jul 2002 09:07:19 -0700 (PDT)
Subject: [rt-users] RT Performance, Hardware
In-Reply-To: <005201c22175$71a76040$4d02a8c0@manfredtest>
References: <005201c22175$71a76040$4d02a8c0@manfredtest>
Message-ID: <19340.10.50.1.2.1025626039.squirrel@webmail-wa.graphon.com>

Manfred Hui said:
> By the way, please backup your data before playing with the
> indexes.
>

excellent! thanks! i'll see if i can try this today, i have
a 2nd rt installation thats on another DB server i can experiment
on with semi-recent data from the first installation.

where did you learn how to do that? someone on the list or was
there a doucment somwhere? last i checked the FAQ it mentioned
updating the schema but did not give any information on how to
do this. my last request on how to update the schema(month or
so ago) got no response.

thanks a lot for this!!

nate


-- 
Nate Amsden
System Administrator
GraphOn
(Sent using Squirrelmail! 1.2.4)






From subscriptions at graphon.com  Tue Jul  2 13:45:09 2002
From: subscriptions at graphon.com (Nate Amsden)
Date: Tue, 02 Jul 2002 10:45:09 -0700
Subject: [rt-users] RT Performance, Hardware
References: <005201c22175$71a76040$4d02a8c0@manfredtest> <19340.10.50.1.2.1025626039.squirrel@webmail-wa.graphon.com>
Message-ID: <3D21E6A5.8D8F566E@graphon.com>

Nate Amsden wrote:
> 
> Manfred Hui said:
> > By the way, please backup your data before playing with the
> > indexes.
> >
> 
> excellent! thanks! i'll see if i can try this today, i have
> a 2nd rt installation thats on another DB server i can experiment
> on with semi-recent data from the first installation.


i ran a couple crude tests with this one ticket that takes a while,
results are without the indexes, takes 45 seconds to load, with the
indexes it takes 16 seconds to load. much improved!! in addition,
the system with the indexes isn't even running mysql locally, its
going accross a 100baseT network via SSL. so that adds some latency
to the connection, still almost 3 times faster then the one running
mysql locally(through sockets even)

and if anyone else is reading this thread for hints, i manually executed
the SQL strings one by one instead of importing the whole file, mysql
complained about things already existing when i tried to load the whole
file.

thanks again

nate


-- 
Nate Amsden
System Administrator
GraphOn
http://www.graphon.com



From bortzmeyer at nic.fr  Tue Jul  2 16:16:53 2002
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Tue, 02 Jul 2002 22:16:53 +0200
Subject: [rt-users] "Correspondence added" but no message content 
In-Reply-To: <20020702133741.GA4493@nic.fr> 
     (Stephane Bortzmeyer <bortzmeyer@nic.fr>'s message of 
     Tue, 02 Jul 2002 15:37:41 +0200)
Message-ID: <200207022016.g62KGs09015940@ludwigV.sources.org>

On Tuesday 2 July 2002, at 15 h 37, 
Stephane Bortzmeyer <bortzmeyer at nic.fr> wrote:

> The problem seems related, in a strange way, to composed characters
> (like ?, ? or ?). Mails without such characters always get through
> fine. Mails with such characters sometimes are recorded (so I assume
> MIME headers, PostgreSQL's charset, etc, are OK) and sometimes not.
...
> I have similar RT installations where almost all of the messages are
> in French and everything is fine. I fail to see what's special at this
> particular non-working installation.

The PostgreSQL database had UNICODE as its encoding instead of SQL_ASCII (and 
the failure to decode my characters as Unicode was logged by PostgreSQL). Once 
the encoding was changed, it works again.

Unfortunately, it seems that RT does not test if the UPDATE in the Attachments 
table was successful :-( And therefore the message was lost. Very bad.







From akrall at intruder.com.mx  Wed Jul  3 03:54:36 2002
From: akrall at intruder.com.mx (Anton Krall)
Date: Wed, 3 Jul 2002 02:54:36 -0500
Subject: [rt-users] error loading apache after installation on webmux.pl
Message-ID: <004301c22266$e0f3fc50$f2010a0a@netlord>

Im having problems, I installed everything according the manual. I
compiled apache with mod_perl and everything and Im gettings this:
 
Starting httpd: Scalar::Util not detected - container() method not
available
Variable "$m" is not imported at /usr/local/rt2/bin/webmux.pl line 94.
[Wed Jul  3 03:18:42 2002] [error] Global symbol "$m" requires explicit
package name at /usr/local/rt2/bin/webmux.pl line 94.
Compilation failed in require at (eval 2) line 1.
 
Syntax error on line 64 of /usr/local/apache/conf/virtual.conf:
Global symbol "$m" requires explicit package name at
/usr/local/rt2/bin/webmux.pl line 94.
Compilation failed in require at (eval 2) line 1.

Does anybody know whats wrong?
 
Thx for any help provided.
 
__________________________________________________________________
Anton Krall
Intruder Consulting
 
email: HYPERLINK "mailto:akrall at intruder.com.mx"akrall at intruder.com.mx
Celular: 044-555-105-5160
ICQ#: 4979450

 
 

---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.372 / Virus Database: 207 - Release Date: 20/06/2002
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020703/fab9afe5/attachment.htm>

From beachy at marketboy.com  Wed Jul  3 04:16:51 2002
From: beachy at marketboy.com (Mike Beachy)
Date: Wed, 3 Jul 2002 04:16:51 -0400
Subject: [rt-users] error loading apache after installation on webmux.pl
In-Reply-To: <004301c22266$e0f3fc50$f2010a0a@netlord>
References: <004301c22266$e0f3fc50$f2010a0a@netlord>
Message-ID: <20020703081651.GA21730@marketdude.com>

I don't know about the Scalar::Util error, but I saw the 'Global symbol
"$m"' message yesterday when I was trying to use HTML::Mason 1.10. 

Make sure you have HTML::Mason 1.05. 1.10 was just released a week ago
and will not work with rt yet!

mike

On Wed, Jul 03, 2002 at 02:54:36AM -0500, Anton Krall wrote:
> Im having problems, I installed everything according the manual. I
> compiled apache with mod_perl and everything and Im gettings this:
>  
> Starting httpd: Scalar::Util not detected - container() method not
> available
> Variable "$m" is not imported at /usr/local/rt2/bin/webmux.pl line 94.
> [Wed Jul  3 03:18:42 2002] [error] Global symbol "$m" requires explicit
> package name at /usr/local/rt2/bin/webmux.pl line 94.
> Compilation failed in require at (eval 2) line 1.
>  
> Syntax error on line 64 of /usr/local/apache/conf/virtual.conf:
> Global symbol "$m" requires explicit package name at
> /usr/local/rt2/bin/webmux.pl line 94.
> Compilation failed in require at (eval 2) line 1.
> 
> Does anybody know whats wrong?
>  
> Thx for any help provided.
>  
> __________________________________________________________________
> Anton Krall
> Intruder Consulting
>  
> email: HYPERLINK "mailto:akrall at intruder.com.mx"akrall at intruder.com.mx
> Celular: 044-555-105-5160
> ICQ#: 4979450
> 
>  
>  
> 
> ---
> Outgoing mail is certified Virus Free.
> Checked by AVG anti-virus system (http://www.grisoft.com).
> Version: 6.0.372 / Virus Database: 207 - Release Date: 20/06/2002
>  



From jesse at bestpractical.com  Wed Jul  3 09:55:15 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 3 Jul 2002 09:55:15 -0400
Subject: Mason 1.10 [Was [rt-users] error loading apache after installation on webmux.pl]
In-Reply-To: <20020703081651.GA21730@marketdude.com>
References: <004301c22266$e0f3fc50$f2010a0a@netlord> <20020703081651.GA21730@marketdude.com>
Message-ID: <20020703135515.GO31957@pallas.fsck.com>

For what it's worth, the latest RT pre-release, 2.0.14-pre1 should work 
with Mason 1.10, but people have found a few "interesting" bugs in this
release of mason. I'd strongly recommend installing Mason 1.0.5 for now, 
at least until Mason 1.11 and RT 2.0.14.

	Best
	J

On Wed, Jul 03, 2002 at 04:16:51AM -0400, Mike Beachy wrote:
> 
> I don't know about the Scalar::Util error, but I saw the 'Global symbol
> "$m"' message yesterday when I was trying to use HTML::Mason 1.10. 
> 
> Make sure you have HTML::Mason 1.05. 1.10 was just released a week ago
> and will not work with rt yet!
> 
> mike
> 
> On Wed, Jul 03, 2002 at 02:54:36AM -0500, Anton Krall wrote:
> > Im having problems, I installed everything according the manual. I
> > compiled apache with mod_perl and everything and Im gettings this:
> >  
> > Starting httpd: Scalar::Util not detected - container() method not
> > available
> > Variable "$m" is not imported at /usr/local/rt2/bin/webmux.pl line 94.
> > [Wed Jul  3 03:18:42 2002] [error] Global symbol "$m" requires explicit
> > package name at /usr/local/rt2/bin/webmux.pl line 94.
> > Compilation failed in require at (eval 2) line 1.
> >  
> > Syntax error on line 64 of /usr/local/apache/conf/virtual.conf:
> > Global symbol "$m" requires explicit package name at
> > /usr/local/rt2/bin/webmux.pl line 94.
> > Compilation failed in require at (eval 2) line 1.
> > 
> > Does anybody know whats wrong?
> >  
> > Thx for any help provided.
> >  
> > __________________________________________________________________
> > Anton Krall
> > Intruder Consulting
> >  
> > email: HYPERLINK "mailto:akrall at intruder.com.mx"akrall at intruder.com.mx
> > Celular: 044-555-105-5160
> > ICQ#: 4979450
> > 
> >  
> >  
> > 
> > ---
> > Outgoing mail is certified Virus Free.
> > Checked by AVG anti-virus system (http://www.grisoft.com).
> > Version: 6.0.372 / Virus Database: 207 - Release Date: 20/06/2002
> >  
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

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



From akrall at intruder.com.mx  Wed Jul  3 12:14:42 2002
From: akrall at intruder.com.mx (Anton Krall)
Date: Wed, 3 Jul 2002 11:14:42 -0500
Subject: Mason 1.10 [Was [rt-users] error loading apache after installation on webmux.pl]
In-Reply-To: <20020703135515.GO31957@pallas.fsck.com>
Message-ID: <005701c222ac$c0edbb80$f2010a0a@netlord>

Do you know if it is possible to change the email templates sent to the
user to another language and such???

Also, how can I change the from address where tickets are coming from?

Thx for any help you can provide... Once I changed Mason and got it
going with your advice, it looks like a fine ticket system!

__________________________________________________________________
Anton Krall
Intruder Consulting
 
email: akrall at intruder.com.mx
Celular: 044-555-105-5160
ICQ#: 4979450

 


-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Jesse Vincent
Sent: Mi?rcoles, 03 de Julio de 2002 08:55 a.m.
To: Mike Beachy
Cc: rt-users at lists.fsck.com; Anton Krall
Subject: Re: Mason 1.10 [Was [rt-users] error loading apache after
installation on webmux.pl]


For what it's worth, the latest RT pre-release, 2.0.14-pre1 should work 
with Mason 1.10, but people have found a few "interesting" bugs in this
release of mason. I'd strongly recommend installing Mason 1.0.5 for now,

at least until Mason 1.11 and RT 2.0.14.

	Best
	J

On Wed, Jul 03, 2002 at 04:16:51AM -0400, Mike Beachy wrote:
> 
> I don't know about the Scalar::Util error, but I saw the 'Global 
> symbol "$m"' message yesterday when I was trying to use HTML::Mason 
> 1.10.
> 
> Make sure you have HTML::Mason 1.05. 1.10 was just released a week ago

> and will not work with rt yet!
> 
> mike
> 
> On Wed, Jul 03, 2002 at 02:54:36AM -0500, Anton Krall wrote:
> > Im having problems, I installed everything according the manual. I 
> > compiled apache with mod_perl and everything and Im gettings this:
> >  
> > Starting httpd: Scalar::Util not detected - container() method not 
> > available Variable "$m" is not imported at 
> > /usr/local/rt2/bin/webmux.pl line 94. [Wed Jul  3 03:18:42 2002] 
> > [error] Global symbol "$m" requires explicit package name at 
> > /usr/local/rt2/bin/webmux.pl line 94. Compilation failed in require 
> > at (eval 2) line 1.
> >  
> > Syntax error on line 64 of /usr/local/apache/conf/virtual.conf:
> > Global symbol "$m" requires explicit package name at 
> > /usr/local/rt2/bin/webmux.pl line 94. Compilation failed in require 
> > at (eval 2) line 1.
> > 
> > Does anybody know whats wrong?
> >  
> > Thx for any help provided.
> >  
> > __________________________________________________________________
> > Anton Krall
> > Intruder Consulting
> >  
> > email: HYPERLINK 
> > "mailto:akrall at intruder.com.mx"akrall at intruder.com.mx
> > Celular: 044-555-105-5160
> > ICQ#: 4979450
> > 
> >  
> >  
> > 
> > ---
> > Outgoing mail is certified Virus Free.
> > Checked by AVG anti-virus system (http://www.grisoft.com).
> > Version: 6.0.372 / Virus Database: 207 - Release Date: 20/06/2002
> >  
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com 
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at 
> http://fsck.com/rtfm
> 

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

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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

---
Incoming mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.372 / Virus Database: 207 - Release Date: 20/06/2002
 

---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.372 / Virus Database: 207 - Release Date: 20/06/2002
 




From hwagener at hamburg.fcb.com  Wed Jul  3 18:22:31 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 04 Jul 2002 00:22:31 +0200
Subject: Mason 1.10 [Was [rt-users] error loading apache after installation 
 on webmux.pl]
References: <005701c222ac$c0edbb80$f2010a0a@netlord>
Message-ID: <3D237927.2DEE16D5@hamburg.fcb.com>

Anton Krall wrote:
> 
> Do you know if it is possible to change the email templates sent to the
> user to another language and such???

There is no localization feature in RT (yet). But You can easily customize
most of the interface texts of RT by putting translated Mason elments in Your
/path/to/rt2/local/WebRT/html directory. details can be found in the list
archives.

You can create Your own templates for automatic emails as well, in any
language You want. 

I18N-ing RT would be great, but complex to start. I have an almost complete
germanized tree for 2.0.11, so if anybody wants that, fell free to contact me. 

Regards,
	Harald
[...]
-- 
Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com
-------------- next part --------------
A non-text attachment was scrubbed...
Name: hwagener.vcf
Type: text/x-vcard
Size: 202 bytes
Desc: Card for Harald Wagener
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020704/5ad9797a/attachment.vcf>

From bortzmeyer at nic.fr  Wed Jul  3 12:25:23 2002
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Wed, 3 Jul 2002 18:25:23 +0200
Subject: Changing the templates (Was: Mason 1.10 [Was [rt-users] error loading apache after installation on webmux.pl]
Message-ID: <20020703162523.GA11666@nic.fr>

[What's the connection wth the original thread? Let's change the
subject.]

On Wed, Jul 03, 2002 at 11:14:42AM -0500,
 Anton Krall <akrall at intruder.com.mx> wrote 
 a message of 125 lines which said:

> Do you know if it is possible to change the email templates sent to the
> user to another language and such???

Logged in as root, just edit the Templates (Configuration menu). For
Spanish, you'll probably have to add the proper MIME headers as well.




From akrall at intruder.com.mx  Wed Jul  3 12:27:40 2002
From: akrall at intruder.com.mx (Anton Krall)
Date: Wed, 3 Jul 2002 11:27:40 -0500
Subject: Changing the templates (Was: Mason 1.10 [Was [rt-users] error loading apache after installation on webmux.pl]
In-Reply-To: <20020703162523.GA11666@nic.fr>
Message-ID: <005e01c222ae$8d862d70$f2010a0a@netlord>

Thx for the tips guys.

__________________________________________________________________
Anton Krall
Intruder Consulting
 
email: akrall at intruder.com.mx
Celular: 044-555-105-5160
ICQ#: 4979450

 


-----Original Message-----
From: Stephane Bortzmeyer [mailto:bortzmeyer at nic.fr] 
Sent: Mi?rcoles, 03 de Julio de 2002 11:25 a.m.
To: Anton Krall
Cc: rt-users at lists.fsck.com
Subject: Changing the templates (Was: Mason 1.10 [Was [rt-users] error
loading apache after installation on webmux.pl]


[What's the connection wth the original thread? Let's change the
subject.]

On Wed, Jul 03, 2002 at 11:14:42AM -0500,
 Anton Krall <akrall at intruder.com.mx> wrote 
 a message of 125 lines which said:

> Do you know if it is possible to change the email templates sent to 
> the user to another language and such???

Logged in as root, just edit the Templates (Configuration menu). For
Spanish, you'll probably have to add the proper MIME headers as well.


---
Incoming mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.372 / Virus Database: 207 - Release Date: 20/06/2002
 

---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.372 / Virus Database: 207 - Release Date: 20/06/2002
 




From jesse at bestpractical.com  Wed Jul  3 12:29:26 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 3 Jul 2002 12:29:26 -0400
Subject: Mason 1.10 [Was [rt-users] error loading apache after installation on webmux.pl]
In-Reply-To: <3D237927.2DEE16D5@hamburg.fcb.com>
References: <005701c222ac$c0edbb80$f2010a0a@netlord> <3D237927.2DEE16D5@hamburg.fcb.com>
Message-ID: <20020703162926.GR31957@pallas.fsck.com>


> You can create Your own templates for automatic emails as well, in any
> language You want. 
> 
> I18N-ing RT would be great, but complex to start. I have an almost complete
> germanized tree for 2.0.11, so if anybody wants that, fell free to contact me. 
The next major release of RT will be fully internationalized. Right now, RT
2.1 speaks: English, German, Czech and Traditional Chinese.

Simplified Chinese, Spanish, French, Dutch, Slovene and a couple others are on
their way. If you're interested in translating RT into your local language,
please contact me at jesse at bestpractical.com

	Best,
	Jesse

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



From Mateja.Putic at DynCorp.com  Wed Jul  3 13:07:25 2002
From: Mateja.Putic at DynCorp.com (Putic, Mateja)
Date: Wed, 3 Jul 2002 13:07:25 -0400 
Subject: [rt-users] Install trouble: home page inaccessible
Message-ID: <CBED705A7FD2D311865500508B108941092EC48E@chntex02.is.dyncorp.com>

Finished installing rt-2-0-13 under debian as directed by the documentation
(some tweaking was necessary..). Everything was ready to go when I go to the
home page and it looks like this:


<& /Elements/Header, Title=>"Start page", Refresh =>
$session{'home_refresh_interval'} &> <& /Elements/Tabs, current_toptab => ''
&> <& /Elements/CustomHomepageHeader, %ARGS &> <& /Elements/MyTickets &> 
<& /Elements/MyRequests &>  <& /Elements/Quicksearch &> 

<& /Elements/Refresh, Name => 'HomeRefreshInterval', Default => $session
{'home_refresh_interval'} &> 
 
<%init> if ($ARGS{'HomeRefreshInterval'}) {
$session{'home_refresh_interval'} = $ARGS{'HomeRefreshInterval'}; } 



...with a "GO" button. I get a feeling it's not looking for the database in
the right place. I tried sifting through config.pm and httpd.conf but
everything looks right to me.. all pointing to the right directories, users
exist and seem to have the right permissions... Any ideas? 

Much thanks,

Mateja





From pdh at snapgear.com  Wed Jul  3 18:36:21 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 4 Jul 2002 08:36:21 +1000
Subject: [rt-users] Install trouble: home page inaccessible
In-Reply-To: <CBED705A7FD2D311865500508B108941092EC48E@chntex02.is.dyncorp.com>
References: <CBED705A7FD2D311865500508B108941092EC48E@chntex02.is.dyncorp.com>
Message-ID: <20020703223621.GB365@luggage>

Putic, Mateja wrote:
> Finished installing rt-2-0-13 under debian as directed by the documentation
> (some tweaking was necessary..). Everything was ready to go when I go to the
> home page and it looks like this:
> 
> 
> <& /Elements/Header, Title=>"Start page", Refresh =>
....

Did you follow the instructions at

http://fsck.com/rtfm/article.html?id=2#49

? Did you stop apache and restart it once you'd done so?




From akrall at intruder.com.mx  Wed Jul  3 21:40:28 2002
From: akrall at intruder.com.mx (Anton Krall)
Date: Wed, 3 Jul 2002 20:40:28 -0500
Subject: [rt-users] how to delete user
Message-ID: <006601c222fb$c7613f10$f2010a0a@netlord>

Guys, I just sent an email to my RT, and a user was creaed and the
ticket entered... now I was wondering, I want to delete the created
user.. how can I do that?
 
Thx!
 
__________________________________________________________________
Anton Krall
Intruder Consulting
 
email: HYPERLINK "mailto:akrall at intruder.com.mx"akrall at intruder.com.mx
Celular: 044-555-105-5160
ICQ#: 4979450

 
 

---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.372 / Virus Database: 207 - Release Date: 20/06/2002
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020703/14c39bf9/attachment.htm>

From darrinw at nixc.net  Wed Jul  3 21:44:10 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Wed, 3 Jul 2002 21:44:10 -0400
Subject: [rt-users] how to delete user
In-Reply-To: <006601c222fb$c7613f10$f2010a0a@netlord>; from akrall@intruder.com.mx on Wed, Jul 03, 2002 at 08:40:28PM -0500
References: <006601c222fb$c7613f10$f2010a0a@netlord>
Message-ID: <20020703214410.X81524@nixc.net>

  |+ Guys, I just sent an email to my RT, and a user was creaed and the
  |+ ticket entered... now I was wondering, I want to delete the created
  |+ user.. how can I do that?

You can't, per-say delete a user, but you can mark them inactive.

Well, you can delete a user, if you go do some database-foo.  Just make
sure any tickets that user is associated with, are updated as well.

-darrin




From akrall at intruder.com.mx  Wed Jul  3 21:51:45 2002
From: akrall at intruder.com.mx (Anton Krall)
Date: Wed, 3 Jul 2002 20:51:45 -0500
Subject: [rt-users] how to delete user
In-Reply-To: <20020703214410.X81524@nixc.net>
Message-ID: <007301c222fd$5aa92520$f2010a0a@netlord>

Hmmm if its not support internally, Id rather leave it like that..
Anyway, users is not listed if the access RT flag is off so.. No problem
there right?

__________________________________________________________________
Anton Krall
Intruder Consulting
 
email: akrall at intruder.com.mx
Celular: 044-555-105-5160
ICQ#: 4979450

 


-----Original Message-----
From: Darrin Walton [mailto:darrinw at nixc.net] 
Sent: Mi?rcoles, 03 de Julio de 2002 08:44 p.m.
To: Anton Krall
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] how to delete user


  |+ Guys, I just sent an email to my RT, and a user was creaed and the
  |+ ticket entered... now I was wondering, I want to delete the created
  |+ user.. how can I do that?

You can't, per-say delete a user, but you can mark them inactive.

Well, you can delete a user, if you go do some database-foo.  Just make
sure any tickets that user is associated with, are updated as well.

-darrin


---
Incoming mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.372 / Virus Database: 207 - Release Date: 20/06/2002
 

---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.372 / Virus Database: 207 - Release Date: 20/06/2002
 




From darrinw at nixc.net  Wed Jul  3 21:49:20 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Wed, 3 Jul 2002 21:49:20 -0400
Subject: [rt-users] how to delete user
In-Reply-To: <007301c222fd$5aa92520$f2010a0a@netlord>; from akrall@intruder.com.mx on Wed, Jul 03, 2002 at 08:51:45PM -0500
References: <20020703214410.X81524@nixc.net> <007301c222fd$5aa92520$f2010a0a@netlord>
Message-ID: <20020703214920.Y81524@nixc.net>

  |+ Hmmm if its not support internally, Id rather leave it like that..
  |+ Anyway, users is not listed if the access RT flag is off so.. No problem
  |+ there right?

Right.  Besides, RT does not email users a password, so they couldn't log
in anyway.  It is just the current way RT keeps track of who has opened
tickets in the past.

-darrin




From akrall at intruder.com.mx  Wed Jul  3 22:13:20 2002
From: akrall at intruder.com.mx (Anton Krall)
Date: Wed, 3 Jul 2002 21:13:20 -0500
Subject: [rt-users] how to delete user
In-Reply-To: <20020703214920.Y81524@nixc.net>
Message-ID: <007601c22300$5e8c4b60$f2010a0a@netlord>

Sounds good to me....

__________________________________________________________________
Anton Krall
Intruder Consulting
 
email: akrall at intruder.com.mx
Celular: 044-555-105-5160
ICQ#: 4979450

 


-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Darrin Walton
Sent: Mi?rcoles, 03 de Julio de 2002 08:49 p.m.
To: Anton Krall
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] how to delete user


  |+ Hmmm if its not support internally, Id rather leave it like that..
  |+ Anyway, users is not listed if the access RT flag is off so.. No
problem
  |+ there right?

Right.  Besides, RT does not email users a password, so they couldn't
log in anyway.  It is just the current way RT keeps track of who has
opened tickets in the past.

-darrin


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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

---
Incoming mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.372 / Virus Database: 207 - Release Date: 20/06/2002
 

---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.372 / Virus Database: 207 - Release Date: 20/06/2002
 




From akrall at intruder.com.mx  Thu Jul  4 00:26:01 2002
From: akrall at intruder.com.mx (Anton Krall)
Date: Wed, 3 Jul 2002 23:26:01 -0500
Subject: [rt-users] dups notifications bee nsent
Message-ID: <007901c22312$e83a3ef0$f2010a0a@netlord>

Im getting dup notifications when a user reply to a ticket, the reply
gets added to the ticket but for some reason that reply is also been
sent via mail to the ticket owner.. why is this? and how can I disable
it?
 
Her eis hte list of scrips I have:
 
OnCreate AutoreplyToRequestors with template Autoreply 
OnCreate NotifyAdminCcs with template Transaction 
OnCorrespond NotifyAllWatchers with template Correspondence 
OnComment NotifyAdminCcsAsComment with template AdminComment 
OnComment NotifyOtherRecipientsAsComment with template Correspondence 
OnCorrespond NotifyOtherRecipients with template Correspondence 
OnResolve NotifyRequestorsAndCcs with template Resolved 

Whats the diff. between NotifyAdminCcs  and NotifyAdminCcsAsComment ?
 
Thx!
 
__________________________________________________________________
Anton Krall
Intruder Consulting
 
email: HYPERLINK "mailto:akrall at intruder.com.mx"akrall at intruder.com.mx
Celular: 044-555-105-5160
ICQ#: 4979450

 
 

---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.372 / Virus Database: 207 - Release Date: 20/06/2002
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020703/d2f98647/attachment.htm>

From maniezhilan at naturesoft.net  Sat Jul 20 06:17:13 2002
From: maniezhilan at naturesoft.net (maniezhilan)
Date: Sat, 20 Jul 2002 15:47:13 +0530
Subject: [rt-users] Restricted Superuser in RT
Message-ID: <3D3938A9.39EC543B@naturesoft.net>

Dear all,

My Requirement is something like this, I want to create two Superusers.
One Superuser to manage a list of Department Queues and another
Superuser to manage a list of Project Queues.
At the same time the Superuser who manages the list of Department Queues
should not be able to view the list of Project
Queues and vice versa.

Can any one help me out, regarding this issue.

Thanks and Regards,

J.Mani Ezhilan




From sven.sternberger at desy.de  Thu Jul  4 08:47:12 2002
From: sven.sternberger at desy.de (Sven Sternberger)
Date: 04 Jul 2002 14:47:12 +0200
Subject: [rt-users] How to configure the sender in email
Message-ID: <1025786832.17713.216.camel@zitpcx3298>

Hi!

I?m looking for a way to set the sender field in the mail
header, today i get a field like this
>>
Sender: apache account <wwwrun at mail.$m>
<<

thanx for help

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





From rich+rt at lafferty.ca  Thu Jul  4 08:47:15 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Thu, 4 Jul 2002 08:47:15 -0400
Subject: [rt-users] Restricted Superuser in RT
In-Reply-To: <3D3938A9.39EC543B@naturesoft.net>; from maniezhilan@naturesoft.net on Sat, Jul 20, 2002 at 03:47:13PM +0530
References: <3D3938A9.39EC543B@naturesoft.net>
Message-ID: <20020704084715.B5866@lafferty.ca>

On Sat, Jul 20, 2002 at 03:47:13PM +0530, maniezhilan (maniezhilan at naturesoft.net) wrote:
> Dear all,
> 
> My Requirement is something like this, I want to create two Superusers.
> One Superuser to manage a list of Department Queues and another
> Superuser to manage a list of Project Queues.
> At the same time the Superuser who manages the list of Department Queues
> should not be able to view the list of Project
> Queues and vice versa.

That's not what "superuser" means. "Superuser" means "all privileges
on everything".

What you described are two users or groups that you've granted a
number of per-queue privileges on.

  -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 maniezhilan at naturesoft.net  Sat Jul 20 13:56:51 2002
From: maniezhilan at naturesoft.net (maniezhilan)
Date: Sat, 20 Jul 2002 23:26:51 +0530
Subject: [rt-users] Restricted Superuser in RT
References: <3D3938A9.39EC543B@naturesoft.net> <20020704084715.B5866@lafferty.ca>
Message-ID: <3D39A463.630F2AD6@naturesoft.net>

Hi....Thanks for the information.

Can I give a user with the privileges to create queues and users, but not the Superuser
Privileges.

Thanks and Regards,

J.Mani Ezhilan.

Rich Lafferty wrote:

> On Sat, Jul 20, 2002 at 03:47:13PM +0530, maniezhilan (maniezhilan at naturesoft.net) wrote:
> > Dear all,
> >
> > My Requirement is something like this, I want to create two Superusers.
> > One Superuser to manage a list of Department Queues and another
> > Superuser to manage a list of Project Queues.
> > At the same time the Superuser who manages the list of Department Queues
> > should not be able to view the list of Project
> > Queues and vice versa.
>
> That's not what "superuser" means. "Superuser" means "all privileges
> on everything".
>
> What you described are two users or groups that you've granted a
> number of per-queue privileges on.
>
>   -Rich
>
> --
> Rich Lafferty --------------+-----------------------------------------------
>  Ottawa, Ontario, Canada    |  Save the Pacific Northwest Tree Octopus!
>  http://www.lafferty.ca/    |    http://zapatopi.net/treeoctopus.html
> rich at lafferty.ca -----------+-----------------------------------------------
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm




From rich+rt at lafferty.ca  Thu Jul  4 09:11:50 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Thu, 4 Jul 2002 09:11:50 -0400
Subject: [rt-users] Restricted Superuser in RT
In-Reply-To: <3D39A463.630F2AD6@naturesoft.net>; from maniezhilan@naturesoft.net on Sat, Jul 20, 2002 at 11:26:51PM +0530
References: <3D3938A9.39EC543B@naturesoft.net> <20020704084715.B5866@lafferty.ca> <3D39A463.630F2AD6@naturesoft.net>
Message-ID: <20020704091150.C5866@lafferty.ca>

On Sat, Jul 20, 2002 at 11:26:51PM +0530, maniezhilan (maniezhilan at naturesoft.net) wrote:
> Hi....Thanks for the information.
> 
> Can I give a user with the privileges to create queues and users,
> but not the Superuser Privileges.

AdminQueue and AdminUsers, IIRC.

  -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 yetish at mailandnews.com  Thu Jul  4 12:28:33 2002
From: yetish at mailandnews.com (Yetish Joshi)
Date: Thu, 4 Jul 2002 12:28:33 -0400
Subject: [rt-users] not being able to send attachments to the Requestor
Message-ID: <3D24A4D0@mailandnews.com>

not being able to send attachments to the Requestor

I?ve installed the ?Notify Watchers with Attachment? script 
(http://www.fsck.com/pub/rt/contrib/2.0/NotifyWithAttachment.tgz) but this 
doesn?t seem to solve my initial problem of not being able to send attachments 
to the Requestor.

Could this be an RT configuration related problem?




From yan at cardinalengineering.com  Thu Jul  4 21:30:02 2002
From: yan at cardinalengineering.com (yan seiner)
Date: 04 Jul 2002 21:30:02 -0400
Subject: [rt-users] Installation confusion
Message-ID: <1025832605.1644.6.camel@localhost.localdomain>

I am trying to install RT on a RedHat 7.2 box.  I've finally got Apache,
perl, and everything else happy, but I can't get RT installed.

Basically, the install script asks me for the passwords, and then fails
to crate the rt_user.  

I'm not familiar at all with MySQL, so I can't tell if it's an RT
problem or a MySQL problem.

I am also confused by the fact that I only added a root password, but
the script asks for 2 admin passwords and a user password.  I am not
clear if these are to be created by RT or if they're supposed to be
existing accounts.

Any help at all is greatly appreciated.

Here's what happens:

[root at pythia rt-2-0-13]# PERL5LIB=$PER5LIB 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!!'"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: 
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

--Yan





From fri at akumiitti.com  Fri Jul  5 05:05:38 2002
From: fri at akumiitti.com (Fabian Ritzmann)
Date: Fri, 5 Jul 2002 12:05:38 +0300
Subject: [rt-users] Restricted Superuser in RT
In-Reply-To: <20020704091150.C5866@lafferty.ca>
References: <3D3938A9.39EC543B@naturesoft.net><20020704084715.B5866@lafferty.ca><3D39A463.630F2AD6@naturesoft.net><20020704091150.C5866@lafferty.ca>
Message-ID: <20020705120538.726bea32.fri@akumiitti.com>

On Thu, 4 Jul 2002 09:11:50 -0400
"Rich Lafferty" <rich+rt at lafferty.ca> wrote:

> On Sat, Jul 20, 2002 at 11:26:51PM +0530, maniezhilan
(maniezhilan at naturesoft.net) wrote:
> >
> > Can I give a user with the privileges to create queues and users,
> > but not the Superuser Privileges.
>
> AdminQueue and AdminUsers, IIRC.

Are you sure? At least with RT 2.0.9, I ended up giving Superuser
privileges to the people that need to create new queues.

Fabian

***
Akumiitti Ltd has automatically scanned this message for viruses.




From maniezhilan at naturesoft.net  Fri Jul  5 14:15:54 2002
From: maniezhilan at naturesoft.net (maniezhilan)
Date: Fri, 05 Jul 2002 23:45:54 +0530
Subject: [rt-users] Restricted Superuser in RT
References: <3D3938A9.39EC543B@naturesoft.net><20020704084715.B5866@lafferty.ca><3D39A463.630F2AD6@naturesoft.net><20020704091150.C5866@lafferty.ca> <20020705120538.726bea32.fri@akumiitti.com>
Message-ID: <3D25E25A.3E86577C@naturesoft.net>

Hi,

Yes, its working for me,  Global----->Userights-------->AdminQueue,
AdminUsers.

Try it out, it will work.

With Regards,

J.Mani Ezhilan

Fabian Ritzmann wrote:

> On Thu, 4 Jul 2002 09:11:50 -0400
> "Rich Lafferty" <rich+rt at lafferty.ca> wrote:
>
> > On Sat, Jul 20, 2002 at 11:26:51PM +0530, maniezhilan
> (maniezhilan at naturesoft.net) wrote:
> > >
> > > Can I give a user with the privileges to create queues and users,
> > > but not the Superuser Privileges.
> >
> > AdminQueue and AdminUsers, IIRC.
>
> Are you sure? At least with RT 2.0.9, I ended up giving Superuser
> privileges to the people that need to create new queues.
>
> Fabian
>
> ***
> Akumiitti Ltd has automatically scanned this message for viruses.
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm




From maniezhilan at naturesoft.net  Fri Jul  5 15:11:55 2002
From: maniezhilan at naturesoft.net (maniezhilan)
Date: Sat, 06 Jul 2002 00:41:55 +0530
Subject: [rt-users] creation and customization of scrips
Message-ID: <3D25EF7B.CE2FC15@naturesoft.net>

Hi all,

I need to create and customize scrips for my requirement. can any one
help me
out to solve this problem.  Any how to and step by step procedures will
be helpful.

With Regards,

J.Mani Ezhilan.







From neil.bingham at pace.co.uk  Fri Jul  5 09:31:04 2002
From: neil.bingham at pace.co.uk (Neil Bingham)
Date: Fri, 5 Jul 2002 14:31:04 +0100 
Subject: [rt-users] Installing on Redhat 7.2
Message-ID: <54045BFDAD47D5118A850002A5095CC30127A5EB@exchange1.cam.pace.co.uk>

Hi,

I've been trying to install RT on Redhat Linux running Apache 1.3.23 without
success.

The problem I have seems to be around which version of Mason is installed.

Originally I installed Mason via CPAN, hence 1.11 with the 2-0-13 release of
RT.  This gave off several errors about Lexer and Compile no longer being
part of the Mason package.

I then went back and looked at the instructions on the website about
installing on RH 7.2 and found the instructions were written for Mason 1.04.
I regressed to this version, but then tripped over extensions to the API
made to the library since then that RT 2-0-13 requires.

After searching this mailing list archive I found this message:

http://lists.fsck.com/pipermail/rt-users/2002-July/008847.html

where it recommends using RT 2-0-14pre1 with Mason 1.10.  I have tried this
combination with Mason 1.10 and 1.11 but get the same error when running
apachectl to test the config:

[root at nbingham]# apachectl configtest
Variable "$m" is not imported at /usr/local/rt2/bin/webmux.pl line 94.
[Fri Jul  5 09:17:09 2002] [error] Global symbol "$m" requires explicit
package name at /usr/local/rt2/bin/webmux.pl line 94.
Compilation failed in require at (eval 32) line 1.

Syntax error on line 51 of /etc/httpd/conf/vhosts/etg.conf:
Global symbol "$m" requires explicit package name at
/usr/local/rt2/bin/webmux.pl line 94.
Compilation failed in require at (eval 32) line 1.


Can anyone point out what is wrong with this?

Thanks,

Neil.

-- 
Neil Bingham, Software Team Leader, Engineering Tools Group.
Pace Micro Technology plc                   Tel: +44 (0) 1223 518574
645 Newmarket Road,                         Fax: +44 (0) 1223 518526
Cambridge, United Kingdom, CB5 8PB          WWW: http://www.pace.co.uk/



From neil.bingham at pace.co.uk  Fri Jul  5 09:42:47 2002
From: neil.bingham at pace.co.uk (Neil Bingham)
Date: Fri, 5 Jul 2002 14:42:47 +0100 
Subject: [rt-users] Installing on Redhat 7.2
Message-ID: <54045BFDAD47D5118A850002A5095CC30127A5EC@exchange1.cam.pace.co.uk>

> > Hi,
> > 
> > I've been trying to install RT on Redhat Linux running 
> Apache 1.3.23 without
> > success.
> <snip>
> > 
> > Syntax error on line 51 of /etc/httpd/conf/vhosts/etg.conf:
> > Global symbol "$m" requires explicit package name at
> > /usr/local/rt2/bin/webmux.pl line 94.
> > Compilation failed in require at (eval 32) line 1.
> > 
> > 
> > Can anyone point out what is wrong with this?
> 
> Yup..  Download Mason-1.05 and all your troubles will go away.

Unfortunately I now get

line 90:  Can't call method "content_type" on an undefined value
context:  
... 
86: 
87:  # Set this page's content type to whatever we are called with
88:  sub SetContentType {
89:  my $type = shift;
90:  $RT::Mason::r->content_type($type);
91:  }
92: 
93:  sub CGIObject {
94:  $m->cgi_object();

with RT 2-0-14pre1

Neil.

-- 
Neil Bingham, Software Team Leader, Engineering Tools Group.
Pace Micro Technology plc                   Tel: +44 (0) 1223 518574
645 Newmarket Road,                         Fax: +44 (0) 1223 518526
Cambridge, United Kingdom, CB5 8PB          WWW: http://www.pace.co.uk/



From neil.bingham at pace.co.uk  Fri Jul  5 09:56:28 2002
From: neil.bingham at pace.co.uk (Neil Bingham)
Date: Fri, 5 Jul 2002 14:56:28 +0100 
Subject: [rt-users] Installing on Redhat 7.2
Message-ID: <54045BFDAD47D5118A850002A5095CC30127A5ED@exchange1.cam.pace.co.uk>

> > > > I've been trying to install RT on Redhat Linux running 
> > > Apache 1.3.23 without
> > > > success.
> > > <snip>
> > > > 
> > > > Syntax error on line 51 of /etc/httpd/conf/vhosts/etg.conf:
> > > > Global symbol "$m" requires explicit package name at
> > > > /usr/local/rt2/bin/webmux.pl line 94.
> > > > Compilation failed in require at (eval 32) line 1.
> > > > 
> > > > 
> > > > Can anyone point out what is wrong with this?
> > > 
> > > Yup..  Download Mason-1.05 and all your troubles will go away.
> > 
> > Unfortunately I now get
> > 
> > line 90:  Can't call method "content_type" on an undefined value
> > context:  
> > ... 
> > 86: 
> > 87:  # Set this page's content type to whatever we are called with
> > 88:  sub SetContentType {
> > 89:  my $type = shift;
> > 90:  $RT::Mason::r->content_type($type);
> > 91:  }
> > 92: 
> > 93:  sub CGIObject {
> > 94:  $m->cgi_object();
> > 
> > with RT 2-0-14pre1
> 
> I'm using 2.0.13 with mason 1.05 - that's what made the issue go away.
> 
> Of course, I'm having my own troubles getting this to work.

That has made no difference.  For completeness my config files are:

mason.conf
----------
PerlSetVar MasonCompRoot "/usr/local/rt2/WebRT/html"
PerlSetVar MasonDataDir  "/etc/httpd/mason"
PerlModule HTML::Mason::ApacheHandler

<Directory "/usr/local/rt2/WebRT/html">
  <FilesMatch "(\.html)$">
    SetHandler perl-script
    PerlHandler HTML::Mason::ApacheHandler
  </FilesMatch>
</Directory>


httpd.conf snippet
------------------

Include /etc/httpd/conf/mason.conf

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


Neil.



From greg at oreilly.com  Fri Jul  5 11:50:14 2002
From: greg at oreilly.com (Greg Dickerson)
Date: Fri, 5 Jul 2002 08:50:14 -0700
Subject: [rt-users] how to delete user
References: <007601c22300$5e8c4b60$f2010a0a@netlord>
Message-ID: <00d401c2243b$a7bac1e0$0c1418ac@otter>

I have the same thought's. After running for ~1 year now offering public support
we now have a very large Users table. This will be an issue down the road as
that table grows.

So to all you RT guru's is there a way to find out if users that no longer have
tickets(I.E. spam that was deaded but users remains) can be removed? *safely*

Greg
--------
Greg Dickerson
Support Manager
O'Reilly & Associates, Inc.
1005 Gravenstein Highway North
Sebastopol, CA 95472
T: (707) 827-7000 / (800) 998-9938
F: (707) 829-0104
www.oreilly.com


----- Original Message -----
From: "Anton Krall" <akrall at intruder.com.mx>
To: "'Darrin Walton'" <darrinw at nixc.net>
Cc: <rt-users at lists.fsck.com>
Sent: Wednesday, July 03, 2002 7:13 PM
Subject: RE: [rt-users] how to delete user


> Sounds good to me....
>
> __________________________________________________________________
> Anton Krall
> Intruder Consulting
>
> email: akrall at intruder.com.mx
> Celular: 044-555-105-5160
> ICQ#: 4979450
>
>
>
>
> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Darrin Walton
> Sent: Mi?rcoles, 03 de Julio de 2002 08:49 p.m.
> To: Anton Krall
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] how to delete user
>
>
>   |+ Hmmm if its not support internally, Id rather leave it like that..
>   |+ Anyway, users is not listed if the access RT flag is off so.. No
> problem
>   |+ there right?
>
> Right.  Besides, RT does not email users a password, so they couldn't
> log in anyway.  It is just the current way RT keeps track of who has
> opened tickets in the past.
>
> -darrin
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
> ---
> Incoming mail is certified Virus Free.
> Checked by AVG anti-virus system (http://www.grisoft.com).
> Version: 6.0.372 / Virus Database: 207 - Release Date: 20/06/2002
>
>
> ---
> Outgoing mail is certified Virus Free.
> Checked by AVG anti-virus system (http://www.grisoft.com).
> Version: 6.0.372 / Virus Database: 207 - Release Date: 20/06/2002
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>




From akrall at intruder.com.mx  Fri Jul  5 20:37:36 2002
From: akrall at intruder.com.mx (Anton Krall)
Date: Fri, 5 Jul 2002 19:37:36 -0500
Subject: [rt-users] how to delete user
In-Reply-To: <00d401c2243b$a7bac1e0$0c1418ac@otter>
Message-ID: <000401c22485$53c2c980$f2010a0a@netlord>

I also have another question.. Dead tickets... Im trying to do a search
on tickets.. And I cann see all.. Open, new, resolved but no dead :))
how can I see what tickets are marked dead???

Whenever I do a search and I input status = dead nothing comes up when
in fact I know I have dead tickets...

Any ideas?

__________________________________________________________________
Anton Krall
Intruder Consulting
 
email: akrall at intruder.com.mx
Celular: 044-555-105-5160
ICQ#: 4979450

 


-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Greg Dickerson
Sent: Viernes, 05 de Julio de 2002 10:50 a.m.
To: Anton Krall; 'Darrin Walton'
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] how to delete user


I have the same thought's. After running for ~1 year now offering public
support we now have a very large Users table. This will be an issue down
the road as that table grows.

So to all you RT guru's is there a way to find out if users that no
longer have tickets(I.E. spam that was deaded but users remains) can be
removed? *safely*

Greg
--------
Greg Dickerson
Support Manager
O'Reilly & Associates, Inc.
1005 Gravenstein Highway North
Sebastopol, CA 95472
T: (707) 827-7000 / (800) 998-9938
F: (707) 829-0104
www.oreilly.com


----- Original Message -----
From: "Anton Krall" <akrall at intruder.com.mx>
To: "'Darrin Walton'" <darrinw at nixc.net>
Cc: <rt-users at lists.fsck.com>
Sent: Wednesday, July 03, 2002 7:13 PM
Subject: RE: [rt-users] how to delete user


> Sounds good to me....
>
> __________________________________________________________________
> Anton Krall
> Intruder Consulting
>
> email: akrall at intruder.com.mx
> Celular: 044-555-105-5160
> ICQ#: 4979450
>
>
>
>
> -----Original Message-----
> From: rt-users-admin at lists.fsck.com 
> [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Darrin Walton
> Sent: Mi?rcoles, 03 de Julio de 2002 08:49 p.m.
> To: Anton Krall
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] how to delete user
>
>
>   |+ Hmmm if its not support internally, Id rather leave it like
that..
>   |+ Anyway, users is not listed if the access RT flag is off so.. No 
> problem
>   |+ there right?
>
> Right.  Besides, RT does not email users a password, so they couldn't 
> log in anyway.  It is just the current way RT keeps track of who has 
> opened tickets in the past.
>
> -darrin
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com 
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at 
> http://fsck.com/rtfm
>
> ---
> Incoming mail is certified Virus Free.
> Checked by AVG anti-virus system (http://www.grisoft.com).
> Version: 6.0.372 / Virus Database: 207 - Release Date: 20/06/2002
>
>
> ---
> Outgoing mail is certified Virus Free.
> Checked by AVG anti-virus system (http://www.grisoft.com).
> Version: 6.0.372 / Virus Database: 207 - Release Date: 20/06/2002
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com 
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at 
> http://fsck.com/rtfm
>


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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

---
Incoming mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.372 / Virus Database: 207 - Release Date: 20/06/2002
 

---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.372 / Virus Database: 207 - Release Date: 20/06/2002
 




From bruce_campbell at ripe.net  Sat Jul  6 03:40:21 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Sat, 6 Jul 2002 09:40:21 +0200 (CEST)
Subject: [rt-users] how to delete user
In-Reply-To: <000401c22485$53c2c980$f2010a0a@netlord>
Message-ID: <Pine.LNX.4.44.0207060931350.26323-100000@x22.ripe.net>

On Fri, 5 Jul 2002, Anton Krall wrote:

> I also have another question.. Dead tickets... Im trying to do a search
> on tickets.. And I cann see all.. Open, new, resolved but no dead :))
> how can I see what tickets are marked dead???
>
> Whenever I do a search and I input status = dead nothing comes up when
> in fact I know I have dead tickets...

( please remember to trim your replies to only the relevant bits in future )

The thinking behind it is that you don't want to be retrieving old 'dead'
issues through the normal UI.  If you do want to be able to do it, the
code which makes it happen is in lib/RT/Tickets.pm:

            #Make sure we _never_ show dead tickets
            #TODO we should be doing this in the where clause.
            #but you can't do multiple clauses on the same field just yet :/

            if ($Ticket->Status eq 'dead') {
                return($self->Next());
            }

Most times, when people are interested in 'dead' tickets, they're also on
the way to risking damage to their kneecaps by removing records from the
database[1], and have written/are using their own script to do so.

Jesse - the above gotcha seems to date from a workaround on an older
version of SearchBuilder; I don't think its still relevant, and could be
fixed in the newer releases more elegantly ;)

Regards,

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

[1] The code explains this reference ;)




From akrall at intruder.com.mx  Sat Jul  6 05:17:50 2002
From: akrall at intruder.com.mx (Anton Krall)
Date: Sat, 6 Jul 2002 04:17:50 -0500
Subject: [rt-users] how to delete user
In-Reply-To: <Pine.LNX.4.44.0207060931350.26323-100000@x22.ripe.net>
Message-ID: <000801c224ce$00c4de00$f2010a0a@netlord>

For instance, is there a way to report all of the tickets in the DB in
an elegant manner like:

Total:

New: X
Open: Z
Etc etc

Between a time period?

Or Tickets by user:

XXX at ZZZ: ZZZ
YYYY at YYY:  ZZZ


__________________________________________________________________
Anton Krall
Intruder Consulting
 
email: akrall at intruder.com.mx
Celular: 044-555-105-5160
ICQ#: 4979450

 


-----Original Message-----
From: Bruce Campbell [mailto:bruce_campbell at ripe.net] 
Sent: S?bado, 06 de Julio de 2002 02:40 a.m.
To: Anton Krall
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] how to delete user


On Fri, 5 Jul 2002, Anton Krall wrote:

> I also have another question.. Dead tickets... Im trying to do a 
> search on tickets.. And I cann see all.. Open, new, resolved but no 
> dead :)) how can I see what tickets are marked dead???
>
> Whenever I do a search and I input status = dead nothing comes up when

> in fact I know I have dead tickets...

( please remember to trim your replies to only the relevant bits in
future )

The thinking behind it is that you don't want to be retrieving old
'dead' issues through the normal UI.  If you do want to be able to do
it, the code which makes it happen is in lib/RT/Tickets.pm:

            #Make sure we _never_ show dead tickets
            #TODO we should be doing this in the where clause.
            #but you can't do multiple clauses on the same field just
yet :/

            if ($Ticket->Status eq 'dead') {
                return($self->Next());
            }

Most times, when people are interested in 'dead' tickets, they're also
on the way to risking damage to their kneecaps by removing records from
the database[1], and have written/are using their own script to do so.

Jesse - the above gotcha seems to date from a workaround on an older
version of SearchBuilder; I don't think its still relevant, and could be
fixed in the newer releases more elegantly ;)

Regards,

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

[1] The code explains this reference ;)


---
Incoming mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.372 / Virus Database: 207 - Release Date: 20/06/2002
 

---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.372 / Virus Database: 207 - Release Date: 20/06/2002
 




From mcox at latte.harvard.edu  Sat Jul  6 10:45:35 2002
From: mcox at latte.harvard.edu (Matthew P. Cox)
Date: 06 Jul 2002 10:45:35 -0400
Subject: [rt-users] how to delete user
In-Reply-To: <000801c224ce$00c4de00$f2010a0a@netlord>
References: <000801c224ce$00c4de00$f2010a0a@netlord>
Message-ID: <1025966735.1804.88.camel@vassago>

I'll give you a few select statements. If you can use mysql on the
command line: you can figure out all sorts of stats from your db. These
statements go in order of increasing complexity.

Please don't play with mysql if you really don't know what you're doing.
I accept no responsibility if you screw up your database. :)

If you just want number of tickets of the different status types:

mysql> SELECT rt2.Tickets.Status, COUNT(Status) FROM rt2.Tickets GROUP
BY Status;

Which will give you something like: 

+----------+---------------+
| Status   | COUNT(Status) |
+----------+---------------+
| dead     |            58 |
| new      |            34 |
| open     |            13 |
| resolved |            81 |
| stalled  |             2 |
+----------+---------------+

If you want requesters with dead tickets:

mysql> SELECT u.id, u.RealName, u.EmailAddress, COUNT(*) FROM
rt2.Tickets t, rt2.Users u WHERE t.Status = "dead" and u.id = t.Creator
GROUP BY u.id;

+----+--------------+------------------+----------+
| id | RealName     | EmailAddress     | COUNT(*) |
+----+--------------+------------------+----------+
| 17 | sample luser | sample at luser.com |        2 |
+----+------------------+--------------+----------+

For a list of requesters with a count of the status of the tickets they
own:

mysql> SELECT rt2.Users.id, rt2.Users.EmailAddress, rt2.Tickets.Status,
COUNT(Status) FROM (rt2.Tickets LEFT JOIN rt2.Users ON
rt2.Tickets.Creator=rt2.Users.id) WHERE EmailAddress != "NULL" GROUP BY
EmailAddress, Status ORDER BY id, Status;

Which will give you something like:

+------+------------------+----------+---------------+
| id   | EmailAddress     | Status   | COUNT(Status) |
+------+------------------+----------+---------------+
|    4 | luser1 at luser.com | open     |             1 |
|    4 | luser1 at luser.com | resolved |            13 |
|   12 | luser2 at luser.com | resolved |             1 |
|   17 | luser3 at luser.com | dead     |             2 |
|   17 | luser3 at luser.com | new      |            21 |
|   17 | luser3 at luser.com | open     |             6 |
|   17 | luser3 at luser.com | resolved |             4 |
|   17 | luser3 at luser.com | stalled  |             1 |
+------+------------------+----------+---------------+

To add in time period: modify the above statements adding a WHERE clause
something like:

WHERE rt2.Tickets.Resolved like '2001-%'

Good luck.

Matt

On Sat, 2002-07-06 at 05:17, Anton Krall wrote:
> For instance, is there a way to report all of the tickets in the DB in
> an elegant manner like:
> 
> Total:
> 
> New: X
> Open: Z
> Etc etc





From akrall at intruder.com.mx  Sat Jul  6 12:50:04 2002
From: akrall at intruder.com.mx (Anton Krall)
Date: Sat, 6 Jul 2002 11:50:04 -0500
Subject: [rt-users] how to delete user
In-Reply-To: <1025966735.1804.88.camel@vassago>
Message-ID: <000901c2250d$2e36c8a0$f2010a0a@netlord>

Thank you very much Matt... I do know some mysql but didn?t know the
data structure, this gave me a fair idea about the relationships of
fields and tables.. Thx!!

__________________________________________________________________
Anton Krall
Intruder Consulting
 
email: akrall at intruder.com.mx
Celular: 044-555-105-5160
ICQ#: 4979450

 

---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.372 / Virus Database: 207 - Release Date: 20/06/2002
 




From joseph at vintek.net  Mon Jul  8 04:08:44 2002
From: joseph at vintek.net (Joseph Burford)
Date: Mon, 8 Jul 2002 17:38:44 +0930
Subject: [rt-users] RT Mailgate and Sendmail problems.
Message-ID: <3ACA70B144BD6D45B994CAC2CA4B9F980A6041@opal.vintek.local>

Howdy guys,

I've got a problem with RT Mailgate and Sendmail. I'm getting "DSN:
unknown mailer error 2" from Sendmail. Had a look through the list
archives and tried everything that has been suggested. Well I think I've
tried everything :-) 

Aliases are correct, and in quotes, tried sendmail from command line and
no error messages, but the mail still produces an error in the logfile
and bounces. perl -c /etc/smrsh/rt-mailgate produces "Args must match #!
line at /usr/local/rt2/bin/rt-mailgate line 1."

There are no other error messages generated anywhere. I've reinstalled,
still no different.

Any help or ideas much appreciated.

Regards,

Joseph


From yan at cardinalengineering.com  Fri Jul  5 09:37:26 2002
From: yan at cardinalengineering.com (Yan Seiner)
Date: 05 Jul 2002 09:37:26 -0400
Subject: [rt-users] no queue
Message-ID: <1025876246.20871.15.camel@hamlet>

I am getting closer in deploying RT.  I can actually start RT now - but
when I try to create a ticket, the queue pull-down is empty and I get 

RT error: Queue not found 

The log shows:

WebRT: Queue not found ()

But rtadmin shows:

[root at pythia rt-2-0-13]# /usr/opt/rt2/bin/rtadmin --queue civil
--display      
Name civil
CorrespondAddress yan at cardinalengineering.com
Description Civil Engineering requests
CommentAddress yan at cardinalengineering.com 
InitialPriority (undefined)
Priority (undefined
DefaultDueIn (undefined)

The only strange thing is that rtadmin started assigning queues with
Queue 2.

Any ideas on this?

--Yan

-- 
        o
     /\ /_       o__
   o*  ~(_)      ,>/'_      o__
Yan Seiner, PE  (_)\(_)     ,>/'_   o__     o__
Cardinal Engineering, Inc. (_)\(_)  ,>/'_   ,>/'_
http://www.cardinalengineering.com (_)\(_) (_)\(_)
spam killer code kpwq1jkcsEzdx39gnkVvgycd15ayqq





From yan at cardinalengineering.com  Fri Jul  5 09:39:23 2002
From: yan at cardinalengineering.com (Yan Seiner)
Date: 05 Jul 2002 09:39:23 -0400
Subject: [rt-users] Installing on Redhat 7.2
In-Reply-To: 	<54045BFDAD47D5118A850002A5095CC30127A5EC@exchange1.cam.pace.co.uk>
References: 	<54045BFDAD47D5118A850002A5095CC30127A5EC@exchange1.cam.pace.co.uk>
Message-ID: <1025876363.20873.18.camel@hamlet>

On Fri, 2002-07-05 at 09:42, Neil Bingham wrote:
> > > Hi,
> > > 
> > > I've been trying to install RT on Redhat Linux running 
> > Apache 1.3.23 without
> > > success.
> > <snip>
> > > 
> > > Syntax error on line 51 of /etc/httpd/conf/vhosts/etg.conf:
> > > Global symbol "$m" requires explicit package name at
> > > /usr/local/rt2/bin/webmux.pl line 94.
> > > Compilation failed in require at (eval 32) line 1.
> > > 
> > > 
> > > Can anyone point out what is wrong with this?
> > 
> > Yup..  Download Mason-1.05 and all your troubles will go away.
> 
> Unfortunately I now get
> 
> line 90:  Can't call method "content_type" on an undefined value
> context:  
> ... 
> 86: 
> 87:  # Set this page's content type to whatever we are called with
> 88:  sub SetContentType {
> 89:  my $type = shift;
> 90:  $RT::Mason::r->content_type($type);
> 91:  }
> 92: 
> 93:  sub CGIObject {
> 94:  $m->cgi_object();
> 
> with RT 2-0-14pre1

I'm using 2.0.13 with mason 1.05 - that's what made the issue go away.

Of course, I'm having my own troubles getting this to work.

--Yan

-- 
        o
     /\ /_       o__
   o*  ~(_)      ,>/'_      o__
Yan Seiner, PE  (_)\(_)     ,>/'_   o__     o__
Cardinal Engineering, Inc. (_)\(_)  ,>/'_   ,>/'_
http://www.cardinalengineering.com (_)\(_) (_)\(_)
spam killer code kpwq1jkcsEzdx39gnkVvgycd15ayqq





From seph at commerceflow.com  Fri Jul  5 18:06:44 2002
From: seph at commerceflow.com (seph)
Date: 05 Jul 2002 15:06:44 -0700
Subject: [rt-users] How to configure the sender in email
In-Reply-To: Sven Sternberger's message of "04 Jul 2002 14:47:12 +0200"
References: <1025786832.17713.216.camel@zitpcx3298>
Message-ID: <6y3cux4yob.fsf@seph.commerceflow.com>

Information about the Sender header of rt generated emails can be
found in rtfm.

seph



From akrall at intruder.com.mx  Sat Jul  6 03:29:55 2002
From: akrall at intruder.com.mx (Anton Krall)
Date: Sat, 6 Jul 2002 02:29:55 -0500
Subject: [rt-users] reports on contrib
Message-ID: <000701c224be$edbce140$f2010a0a@netlord>

Guys, Ive seen reports in the http://www.fsck.com/pub/rt/contrib/2.0/
directory, but I know exactly how to install scrips or reports like the
one weekly.html mentioned here.

How can I install those?

Thx! for help a new rt user :)

__________________________________________________________________
Anton Krall
Intruder Consulting

email: akrall at intruder.com.mx
Celular: 044-555-105-5160
ICQ#: 4979450

---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.372 / Virus Database: 207 - Release Date: 20/06/2002
 




From bruce_campbell at ripe.net  Mon Jul  8 04:23:43 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 8 Jul 2002 10:23:43 +0200 (CEST)
Subject: [rt-users] RT Mailgate and Sendmail problems.
In-Reply-To: <3ACA70B144BD6D45B994CAC2CA4B9F980A6041@opal.vintek.local>
Message-ID: <Pine.LNX.4.44.0207081021370.1254-100000@x22.ripe.net>

On Mon, 8 Jul 2002, Joseph Burford wrote:

> and bounces. perl -c /etc/smrsh/rt-mailgate produces "Args must match #!
> line at /usr/local/rt2/bin/rt-mailgate line 1."

This sounds like your #! line is wildly incorrect.  It should read:

	#!/usr/bin/perl -w

(or your local installation of perl).

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




From smylers at gbdirect.co.uk  Mon Jul  8 05:01:33 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Mon, 8 Jul 2002 10:01:33 +0100 (BST)
Subject: [rt-users] Finding Dead Tickets (Was: how to delete user)
In-Reply-To: <Pine.LNX.4.44.0207060931350.26323-100000@x22.ripe.net>
Message-ID: <Pine.LNX.4.44.0207080949420.14709-100000@tiger.gbdirect.co.uk>

On Saturday Bruce Campbell wrote:

> The thinking behind it is that you don't want to be retrieving old
> 'dead' issues through the normal UI.

Fair enough.  Occasionally somebody round here's wanted to do something
like 'show me all the tickets I killed this morning' when they realize
that a genuine ticket isn't there any more and they must've killed it
along with the spam.

>             #Make sure we _never_ show dead tickets
>             if ($Ticket->Status eq 'dead') {
>                 return($self->Next());
>             }

When searching for something like 'show me all tickets in the sales
queue' then it makes sense to omit dead tickets.  When doing 'show me
all the dead tickets in the sales queue', omitting dead tickets is
rather less useful!

I thought I'd modified our version of the above code to only skip dead
tickets when none of the search criteria specifically mention status
'dead' -- but I can't find it right now, so maybe I just worked out how
to do it.

> Most times, when people are interested in 'dead' tickets, they're also
> on the way to risking damage to their kneecaps by removing records
> from the database, and have written/are using their own script to do
> so.

In which case maybe the way to 'fix' this problem is not as I suggest
above but to remove 'dead' from the status drop-down box for refining a
search, so there is no user interface for doing this!

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




From benoit at gide.net  Mon Jul  8 08:57:41 2002
From: benoit at gide.net (Benoit LEROYER)
Date: Mon, 08 Jul 2002 14:57:41 +0200
Subject: [rt-users] Sendmail Information
Message-ID: <3D298C45.4040404@gide.net>

I'm newbie in rt.

Do i need to install Mail Server on a rt server or can i use my ISP 
MailServer ?


Thanks

-- 
------------------------------------------
Benoit LEROYER - G.I.D.E (benoit at gide.net)
T?l : 02.40.89.92.87
Web : http://www.gide.net
------------------------------------------




From harrison at palisadesys.com  Mon Jul  8 10:45:06 2002
From: harrison at palisadesys.com (James L. Harrison)
Date: Mon, 8 Jul 2002 09:45:06 -0500
Subject: [rt-users] Importing Users from MS Access...
Message-ID: <JBEDKKNFEHFMLEDGHNFOMEDGCAAA.harrison@palisadesys.com>

Does anyone know if there is a way to import users and pertinent user
information from an MS Access database into an existing rt database?

I'm using mysql...

Thanks,
Jamie

---
James L. Harrison
harrison at palisadesys.com
Technical Support Engineer
Palisade Systems
515.296.0701




From rlpowell at digitalkingdom.org  Mon Jul  8 12:52:45 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Mon, 8 Jul 2002 09:52:45 -0700
Subject: [rt-users] RT Mailgate and Sendmail problems.
In-Reply-To: <3ACA70B144BD6D45B994CAC2CA4B9F980A6041@opal.vintek.local>
References: <3ACA70B144BD6D45B994CAC2CA4B9F980A6041@opal.vintek.local>
Message-ID: <20020708165245.GA2871@chain.digitalkingdom.org>

On Mon, Jul 08, 2002 at 05:38:44PM +0930, Joseph Burford wrote:
> Aliases are correct, and in quotes, tried sendmail from command line
> and no error messages, but the mail still produces an error in the
> logfile and bounces. perl -c /etc/smrsh/rt-mailgate produces "Args
> must match #! line at /usr/local/rt2/bin/rt-mailgate line 1."

OK, so what's on line 1 in /usr/local/rt2/bin/rt-mailgate  ?

-Robin

-- 
http://www.digitalkingdom.org/~rlpowell/ 	BTW, I'm male, honest.
le datni cu djica le nu zifre .iku'i .oi le so'e datni cu to'e te pilno
je xlali -- RLP 				http://www.lojban.org/



From colleen at darksideproductions.net  Mon Jul  8 13:47:33 2002
From: colleen at darksideproductions.net (Colleen)
Date: Mon, 8 Jul 2002 10:47:33 -0700
Subject: [rt-users] default date due based on Queue
Message-ID: <12F63B1280D5E444930A872E98BF552D6E9E90@darkside1.darksideproductions.net>

In Configuration->Queues-><Name of Queue>

I selected "7" to be the default valut for "Requests should be due in"
---"days".  It isn't setting 7 to be the default for this queue.  Am I
missing something?


Thanks!
--
Colleen Noonan





From JSatterfield at ciphergen.com  Mon Jul  8 13:57:09 2002
From: JSatterfield at ciphergen.com (James Satterfield)
Date: Mon, 8 Jul 2002 10:57:09 -0700 
Subject: [rt-users] rt-mailgate and postfix
Message-ID: <A033C4B4B90ABC4B92D2A73ED31156511302B7@EXCHANGER.ciphergen.com>

I'm having a little trouble with postfix. I use the command 
"|/usr/local/rt2/bin/rt-mailgate --queue ITSUPPORT --action correspond"
in the alias file. When a message is received to that address everything
kinda comes to a halt for about 1 minute. Watching the maillog and rt. I see
the new ticket generated and show up in the queue long before anything is
noted in the postfix maillog. All transactions come to a halt until that
logging comes through. No more email in and no email out durinig this
timeframe. Also, db updates appear to hang forever on the Submit. It *seems*
to me that postfix isn't happy with that command and is waiting till a
timeout period because it expects something? We're production with this and
we're hurting. Please help.

James.



From subscriptions at graphon.com  Mon Jul  8 18:50:06 2002
From: subscriptions at graphon.com (Nate Amsden)
Date: Mon, 08 Jul 2002 15:50:06 -0700
Subject: [rt-users] Installation confusion
References: <1025832605.1644.6.camel@localhost.localdomain>
Message-ID: <3D2A171E.4010105@graphon.com>

yan seiner wrote:
> I am trying to install RT on a RedHat 7.2 box.  I've finally got Apache,
> perl, and everything else happy, but I can't get RT installed.
> 
> Basically, the install script asks me for the passwords, and then fails
> to crate the rt_user.  
> 
> I'm not familiar at all with MySQL, so I can't tell if it's an RT
> problem or a MySQL problem.
> 
> I am also confused by the fact that I only added a root password, but
> the script asks for 2 admin passwords and a user password.  I am not
> clear if these are to be created by RT or if they're supposed to be
> existing accounts.

last i checked you had to create the database, the permissions and
the account/password BEFORE trying to install RT

if your new to mysql i reccomend webmin (www.webmin.com) it makes
mysql administration(the basics at least) pretty easy.

nate



-- 
Nate Amsden
System Administrator
GraphOn
http://www.graphon.com




From benoit at gide.net  Tue Jul  9 03:49:09 2002
From: benoit at gide.net (Benoit LEROYER)
Date: Tue, 09 Jul 2002 09:49:09 +0200
Subject: [rt-users] Mail Question
Message-ID: <3D2A9575.3080403@gide.net>

Do i need to install a mail server on my Rt server or can i used my isp 
mail server ?

Regards
-- 
------------------------------------------
Benoit LEROYER - G.I.D.E (benoit at gide.net)
T?l : 02.40.89.92.87
Web : http://www.gide.net
------------------------------------------




From benoit at gide.net  Tue Jul  9 05:38:59 2002
From: benoit at gide.net (Benoit LEROYER)
Date: Tue, 09 Jul 2002 11:38:59 +0200
Subject: [rt-users] mail Problem
Message-ID: <3D2AAF33.60706@gide.net>

To use Rt Server, do i need to install a mail server on the same server 
as Rt Server or can i use another one ?




From jesse at bestpractical.com  Wed Jul 10 15:44:29 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 10 Jul 2002 15:44:29 -0400
Subject: [rt-users] [rt-announce] Lists were down
Message-ID: <20020710194429.GX31957@pallas.fsck.com>

Something in the python/mailman interaction broke on lists.fsck.com.
The problem stopped mail from going to the lists and instead caused
it to queue. I believe the problem has been repaired, though I'll
be digging deeper over the next few days.

	Best,
	Jesse



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


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



From robin.ericsson at profecta.se  Wed Jul 10 16:36:10 2002
From: robin.ericsson at profecta.se (Robin Ericsson)
Date: 10 Jul 2002 22:36:10 +0200
Subject: [rt-users] extending rt
Message-ID: <1026333371.490.11.camel@pulver>

Hi,


I'm pretty new to RT what it concerns Scrips.

What I want is, when a ticket changes owner, send a mail to the new
owner general information about the ticket (as due-date and such)

So, I found OnOwnerChange, which I think will do the trick, so something
like this:

OnOwnerChange NotifyOwnerAsComment with template MyOwnTemplate
eate "MyOwnTemplate"?

So, my questions are:

1) Am I on the right track

2) Where can I find documentation about what I can use for variables in
"MyOwnTemplate", such as $Ticket->Subject()



--
Med v?nlig h?lsning / Best regards,
Robin







From darren at ieworks.net  Wed Jul 10 16:39:42 2002
From: darren at ieworks.net (Darren Ellis)
Date: Wed, 10 Jul 2002 16:39:42 -0400
Subject: [rt-users] Sendmail Help Needed
Message-ID: <00de01c22851$ec35b540$fd01a8c0@ieworks.net>

Hello,

I've installed RT on a RedHat 7.3 system using MySQL.  It's working except that when RT tries to email a message to the queue watcher, it generates the following error:

The original message was received at Wed, 10 Jul 2002 16:54:18 -0400
from apache at localhost

   ----- The following addresses had permanent fatal errors -----
mkinsman at airolink.net 
    (reason: 501 5.1.8 <mkinsman at airolink.net>... Domain of sender address apache at mgt.airolink.net does not exist)

>>> RCPT To:<mkinsman at airolink.net>
<<< 501 5.1.8 <mkinsman at airolink.net>... Domain of sender address apache at mgt.airolink.net does not exist
554 5.0.0 Service unavailable

---

Can someone send me a clue?  I've made RT work very will with QMail, but I'm hoping to just use sendmail for this installation.

Thanks much!

Darren Ellis
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020710/546ebb5e/attachment.htm>

From rich+rt at lafferty.ca  Wed Jul 10 16:43:07 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Wed, 10 Jul 2002 16:43:07 -0400
Subject: [rt-users] Importing Users from MS Access...
In-Reply-To: <JBEDKKNFEHFMLEDGHNFOMEDGCAAA.harrison@palisadesys.com>; from harrison@palisadesys.com on Mon, Jul 08, 2002 at 09:45:06AM -0500
References: <JBEDKKNFEHFMLEDGHNFOMEDGCAAA.harrison@palisadesys.com>
Message-ID: <20020710164306.I23483@lafferty.ca>

On Mon, Jul 08, 2002 at 09:45:06AM -0500, James L. Harrison (harrison at palisadesys.com) wrote:
> Does anyone know if there is a way to import users and pertinent user
> information from an MS Access database into an existing rt database?
> 
> I'm using mysql...

Yes, you'll need to write a program to import it (unless by some
strange coincidence the Access database is using RT's schema). There
are some examples in the contrib area on fsck.com.

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 darren at boston.com  Wed Jul 10 16:44:28 2002
From: darren at boston.com (darren chamberlain)
Date: Wed, 10 Jul 2002 16:44:28 -0400
Subject: [rt-users] Mail Question
In-Reply-To: <3D2A9575.3080403@gide.net>
References: <3D2A9575.3080403@gide.net>
Message-ID: <20020710204428.GH20341@boston.com>

* Benoit LEROYER <benoit at gide.net> [2002-07-10 16:28]:
> Do i need to install a mail server on my Rt server or can i used my
> isp mail server ?

The variables $RT::MailCommand and $RT::SendmailPath (both in
etc/config.pm) define how mail is sent.  Your best plan will be to set
up a nullmailer (like ssmtp) that uses your ISP's mail server as
a smarthost.

(darren)

-- 
How is it possible to find meaning in a finite world, given my waist
and shirt size?
    -- Woody Allen



From psneto at telepar.com.br  Wed Jul 10 17:03:48 2002
From: psneto at telepar.com.br (Presciliano dos Santos Neto)
Date: Wed, 10 Jul 2002 18:03:48 -0300
Subject: [rt-users] Ignoring junk mail
Message-ID: <C48B037255E93D4C98D3811714FE355802D5D77F@correio.telepar.com.br>

Hi,

I've received a lot of junk mail at my RT queues, so I'd like to prevent it.
Is
possible to reject messages when the To: field do not match my queue's
e-mail addresses ? Any other ideas ?

My config: Conectiva Linux 6.0, Sendmail with majordomo wrapper, RT 2.0.13

TIA,

Presciliano





From joseph at vintek.net  Wed Jul 10 22:44:47 2002
From: joseph at vintek.net (Joseph Burford)
Date: Thu, 11 Jul 2002 12:14:47 +0930
Subject: [rt-users] RT Mailgate and Sendmail problems.
Message-ID: <3ACA70B144BD6D45B994CAC2CA4B9F980A6047@opal.vintek.local>

Bruce,

> This sounds like your #! line is wildly incorrect.  It should read:
> 
> 	#!/usr/bin/perl -w

Yep, that's what it is. And yes perl is actually in that location.

Anyone have any other ideas?

Regards,

Joseph



From matt at winweb.net  Thu Jul 11 04:44:26 2002
From: matt at winweb.net (Matthew 'Chewy' Trewhella)
Date: Thu, 11 Jul 2002 09:44:26 +0100
Subject: [rt-users] Sendmail Help Needed
References: <00de01c22851$ec35b540$fd01a8c0@ieworks.net>
Message-ID: <19db01c228b7$2b066200$0100000a@goose>

Looks like you haven't got a DNS lookup for mgt.airolink.net

  ----- Original Message ----- 
  From: Darren Ellis 
  To: rt-users at lists.fsck.com 
  Sent: Wednesday, July 10, 2002 9:39 PM
  Subject: [rt-users] Sendmail Help Needed


  Hello,

  I've installed RT on a RedHat 7.3 system using MySQL.  It's working except that when RT tries to email a message to the queue watcher, it generates the following error:

  The original message was received at Wed, 10 Jul 2002 16:54:18 -0400
  from apache at localhost

     ----- The following addresses had permanent fatal errors -----
  mkinsman at airolink.net 
      (reason: 501 5.1.8 <mkinsman at airolink.net>... Domain of sender address apache at mgt.airolink.net does not exist)

  >>> RCPT To:<mkinsman at airolink.net>
  <<< 501 5.1.8 <mkinsman at airolink.net>... Domain of sender address apache at mgt.airolink.net does not exist
  554 5.0.0 Service unavailable

  ---

  Can someone send me a clue?  I've made RT work very will with QMail, but I'm hoping to just use sendmail for this installation.

  Thanks much!

  Darren Ellis

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020711/fea14545/attachment.htm>

From awahlfeldt at subshell.com  Thu Jul 11 05:54:37 2002
From: awahlfeldt at subshell.com (Andreas Wahlfeldt)
Date: Thu, 11 Jul 2002 11:54:37 +0200
Subject: [rt-users] RE: reports on contrib
Message-ID: <002501c228c0$f85d6f60$d1164fd4@bernoulli>

hi anton,

depends on what add-on you want to install.

for example:
"weekly.htm" or "reports.html" and "statusreport.html" from
/pub/rt/contrib/2.0/rt-addons ended up in /opt/rt2/WebRT/html/ in my
installation. this is (usually) the place for all .html files to go.

the more complex addons like "statusreport" (found as attachment in the
mail-archives) might bring their own folder(s).

you might just give it a try. the output of (many) mason errors usually
tells you, what script is missing and where it should reside.

cu
andreas

> From: "Anton Krall" <akrall at intruder.com.mx>
> To: <rt-users at lists.fsck.com>
> Date: Sat, 6 Jul 2002 02:29:55 -0500
> Organization: Intruder Consulting
> Subject: [rt-users] reports on contrib
>
> Guys, Ive seen reports in the http://www.fsck.com/pub/rt/contrib/2.0/
> directory, but I know exactly how to install scrips or reports like the
> one weekly.html mentioned here.
>
> How can I install those?
>
> Thx! for help a new rt user :)




From andy at bribed.net  Thu Jul 11 09:47:03 2002
From: andy at bribed.net (Andy Coates)
Date: Thu, 11 Jul 2002 14:47:03 +0100
Subject: [rt-users] NotifyOtherRecipients - not working OnCreate?
Message-ID: <002501c228e1$705ab2a0$876bfd50@buffy>

Hi all,

I've got a pretty new install of RT2 running, and I'm starting to tweak
the Scrips a bit further.

At the moment I have two OnCreate's - one for AutoreplyToRequestors, and
one for NotifyAdminCcs.  What I'm trying to do is add a third which will
also send a template to NotifyOtherRecipients (CC and BCCs), but after
adding the Scrip (verifying its applied to the right queue) and creating
a test ticket from the web interface - its still only sending OnCreate
mails to the first two Scrips, but not the new one.

Have I missed any permissions anywhere?  I'm lost now, so any help
appreciated.

Regards,
Andy.




From mariac at seciu.edu.uy  Thu Jul 11 10:09:51 2002
From: mariac at seciu.edu.uy (Maria Cervantes)
Date: Thu, 11 Jul 2002 11:09:51 -0300 (UYT)
Subject: [rt-users] Apache & RT
Message-ID: <Pine.LNX.4.33.0207111029390.24853-100000@sarandi>

Hi,
I installed and configured rt-2-0-13, but when I access to the web
interface it looks strange. It seems like apache doesn't understand the
html.
I'm  using red hat 7.2 and apache-1.3.20-16.
Thanks in advance.

This is what you see when you access to the web interface
-------------------------------------------------------------------------
<& /Elements/Header, Title=>"Start page", Refresh =>
$session{'home_refresh_interval'} &> <& /Elements/Tabs, current_toptab =>
'' &>
 <& /Elements/CustomHomepageHeader, %ARGS &> <& /Elements/MyTickets &>
 <& /Elements/MyRequests &>
                                              <& /Elements/Quicksearch &>

                                              <& /Elements/Refresh, Name
=> 'HomeRefreshInterval',
                                              Default => $session
{'home_refresh_interval'} &>

<%init> if ($ARGS{'HomeRefreshInterval'}) {
$session{'home_refresh_interval'} = $ARGS{'HomeRefreshInterval'}; }


-----------------------------------------------------------------------------
 Maria Cervantes           mariac at seciu.edu.uy
 SErvicio Central de Informatica (SeCIU) - RAU
 Universidad de la Republica
 Colonia 2066 - Montevideo - Uruguay
 Tel    : (598)(2) 4083901.
 http://www.rau.edu.uy
-----------------------------------------------------------------------------




From darrinw at nixc.net  Thu Jul 11 10:50:50 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Thu, 11 Jul 2002 10:50:50 -0400
Subject: [rt-users] Apache & RT
In-Reply-To: <Pine.LNX.4.33.0207111029390.24853-100000@sarandi>; from mariac@seciu.edu.uy on Thu, Jul 11, 2002 at 11:09:51AM -0300
References: <Pine.LNX.4.33.0207111029390.24853-100000@sarandi>
Message-ID: <20020711105050.J34411@nixc.net>

  |+ I installed and configured rt-2-0-13, but when I access to the web
  |+ interface it looks strange. It seems like apache doesn't understand the
  |+ html.
  |+ I'm  using red hat 7.2 and apache-1.3.20-16.
  |+ Thanks in advance.

Looks like you didn't setup Mason properly.

-darrin





From mariac at seciu.edu.uy  Thu Jul 11 11:12:35 2002
From: mariac at seciu.edu.uy (Maria Cervantes)
Date: Thu, 11 Jul 2002 12:12:35 -0300 (UYT)
Subject: [rt-users] Apache & RT
In-Reply-To: <20020711105050.J34411@nixc.net>
Message-ID: <Pine.LNX.4.33.0207111211350.24853-100000@sarandi>

You' re rigth.
Thanks a lot.

On Thu, 11 Jul 2002, Darrin Walton wrote:

>   |+ I installed and configured rt-2-0-13, but when I access to the web
>   |+ interface it looks strange. It seems like apache doesn't understand the
>   |+ html.
>   |+ I'm  using red hat 7.2 and apache-1.3.20-16.
>   |+ Thanks in advance.
>
> Looks like you didn't setup Mason properly.
>
> -darrin
>
>
>

-- 
-----------------------------------------------------------------------------
 Maria Cervantes           mariac at seciu.edu.uy
 SErvicio Central de Informatica (SeCIU) - RAU
 Universidad de la Republica
 Colonia 2066 - Montevideo - Uruguay
 Tel    : (598)(2) 4083901.
 http://www.rau.edu.uy
-----------------------------------------------------------------------------




From jficarra at crosscurrent.com  Thu Jul 11 13:49:44 2002
From: jficarra at crosscurrent.com (Jim Ficarra)
Date: Thu, 11 Jul 2002 13:49:44 -0400
Subject: [rt-users] Installation Confusion
Message-ID: <NEBBLFJBHAHCEPLBHMDDKEKOAHAB.jficarra@crosscurrent.com>

Nate,

Make sure you follow the installation instructions to the T.

First, if the make install fails, you need to drop the database before
attempting the make install again.  The make file makes this easy...all you
have to do is type "make dropdb."

You must edit the make file and create the rt group within Linux first
before you do the make install.  There is a DB_DBA_PASSWORD parameter in the
make file that you need to set so that when the install runs it logs in with
that username and password as supplied in the Makefile.  When you install
MySQL the password is blank (at least it was during my install) which means
you have to set it.  The password you set using the MySQL tools should match
the one in the Makefile BEFORE you run the installation.

Ensure you have the MySQL client tools installed too..the tool you need to
change the password comes with this package.  Once the server and the client
tools are installed, type the following to change your MySQL password:

/usr/bin/mysqladmin -u root -p password 'new-password'

Where 'new-password' is the one that matches the one in the Makefile (w/out
the quotes).  It should prompt you for a password when you run this.
Assuming it's still blank, just hit enter.

Hope this helps.

-Jim





Date: Mon, 08 Jul 2002 15:50:06 -0700
From: Nate Amsden <subscriptions at graphon.com>
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Installation confusion

yan seiner wrote:
> I am trying to install RT on a RedHat 7.2 box.  I've finally got Apache,
> perl, and everything else happy, but I can't get RT installed.
>
> Basically, the install script asks me for the passwords, and then fails
> to crate the rt_user.
>
> I'm not familiar at all with MySQL, so I can't tell if it's an RT
> problem or a MySQL problem.
>
> I am also confused by the fact that I only added a root password, but
> the script asks for 2 admin passwords and a user password.  I am not
> clear if these are to be created by RT or if they're supposed to be
> existing accounts.






From JSatterfield at ciphergen.com  Thu Jul 11 14:06:32 2002
From: JSatterfield at ciphergen.com (James Satterfield)
Date: Thu, 11 Jul 2002 11:06:32 -0700
Subject: [rt-users] Very slow sending email from RT.
Message-ID: <A033C4B4B90ABC4B92D2A73ED31156511302D6@EXCHANGER.ciphergen.com>

I've got RT2.0.13 running on RedHat7.3 using a postfix MTA. It appears that
every time RT must generate and send an email (oncreate autoreply, reply to
requestor, etc) it takes a good minute for RT to send the email. If it's a
reply to requestor, RT hangs for this minute after clicking submit. No other
actions appear to cause this hang. I've exhausted all my linux knowledge and
I'm not any closer to figuring this one out. Anyone see this before? Anyone
have some suggestions to where/what I should be looking at?

Not sure if this is of any importance, but this is a migrated RT
installation. I used to have rt 2.0.13 running on a FreeBSD box. Ran
flawlessly there. These hangs started after moving to a new machine.

James Satterfield
Ciphergen Biosystems, Inc.
510-505-2192



From mrcpu at internetcds.com  Thu Jul 11 14:12:21 2002
From: mrcpu at internetcds.com (Jaye Mathisen)
Date: Thu, 11 Jul 2002 11:12:21 -0700
Subject: [rt-users] Any advantage to using the other mysql tabletypes?  (bdb, innodb) with RT?
Message-ID: <20020711111221.E12107@backmaster.cdsnet.net>

Just curious.  I'm seeing a lot of "Copying tmp table to disk" that hold up my
RT install for 2-3 minutes at  a time.  WHile I know specifically
what causes it and can train my users to not run that set of queries, I"m 
just wondering if using different table types and transaction stuff might
let mysql run the other pending queries from other RT users...





From greg at fqdn.com  Thu Jul 11 14:13:33 2002
From: greg at fqdn.com (greg at fqdn.com)
Date: Thu, 11 Jul 2002 18:13:33 +0000 (GMT)
Subject: [rt-users] Global symbol "$m" requires explicit package name at
Message-ID: <20020711181333.C5DFD34183EB@nova.fqdn.com>

Hello,  on tue 23 apr 2002 Frederic Gobin
asked about this same issue.  His letter had a subject of
"[rt-devel] Can't start Apache after installing RT 2.0.13"

in any event when I start apache I see out put simular to:


    Variable "$m" is not imported at /usr/local/rt2/bin/webmux.pl line 94.
    [Mon Apr 22 15:37:27 2002] [error] Global symbol "$m" requires 
explicit package name at /usr/local/rt2/bin/webmux.pl line 94.
    Compilation failed in require at (eval 1) line 1.

    Syntax error on line 587 of /usr/local/apache/conf/httpd.conf:
    Global symbol "$m" requires explicit package name at 
/usr/local/rt2/bin/webmux.pl line 94.
    Compilation failed in require at (eval 1) line 1.

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

what have I not done?  All checks / modules seemed to have installed correctly,
I've recompiled apache with mod_perl,  installed all the mods required..

thnaks for any advice,
greg



From savage at savage.za.org  Thu Jul 11 14:45:23 2002
From: savage at savage.za.org (Chris Knipe)
Date: Thu, 11 Jul 2002 20:45:23 +0200
Subject: [rt-users] Global symbol "$m" requires explicit package name at
In-Reply-To: <20020711181333.C5DFD34183EB@nova.fqdn.com>
References: <20020711181333.C5DFD34183EB@nova.fqdn.com>
Message-ID: <20020711184523.GA77499@savage.za.org>

Hi,

I can report exactly, 100% the same on FreeBSD 4.6-STABLE, Apache 1.3.26.

testdeps -warn mysql reports all the required modules are installed. However,
apache initially for some reason still missed Apache::DBI.  This, I installed
manually via CPAN, and after that that error was gone.

However, the moment I enable mod_perl to load RT's perl thingies, apache bails
out with the below error message.

Apache config:
#  PerlModule Apache::DBI
#  PerlFreshRestart On
#  PerlRequire /usr/local/rt/bin/webmux.pl
#  <Location /tickets>
#    SetHandler perl-script
#    PerlHandler RT::Mason
#  </Location>

--
me


On Thu, Jul 11, 2002 at 06:13:33PM +0000, greg at fqdn.com wrote:
> Hello,  on tue 23 apr 2002 Frederic Gobin
> asked about this same issue.  His letter had a subject of
> "[rt-devel] Can't start Apache after installing RT 2.0.13"
> 
> in any event when I start apache I see out put simular to:
> 
> 
>     Variable "$m" is not imported at /usr/local/rt2/bin/webmux.pl line 94.
>     [Mon Apr 22 15:37:27 2002] [error] Global symbol "$m" requires 
> explicit package name at /usr/local/rt2/bin/webmux.pl line 94.
>     Compilation failed in require at (eval 1) line 1.
> 
>     Syntax error on line 587 of /usr/local/apache/conf/httpd.conf:
>     Global symbol "$m" requires explicit package name at 
> /usr/local/rt2/bin/webmux.pl line 94.
>     Compilation failed in require at (eval 1) line 1.
> 
>     /usr/local/apache/bin/apachectl start : httpd could not be started
> 
> what have I not done?  All checks / modules seemed to have installed correctly,
> I've recompiled apache with mod_perl,  installed all the mods required..
> 
> thnaks for any advice,
> greg
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 



From sean at techtarget.com  Thu Jul 11 15:31:45 2002
From: sean at techtarget.com (Sean Lutner)
Date: 11 Jul 2002 15:31:45 -0400
Subject: [rt-users] Resolve Ticket Template
Message-ID: <1026415905.2367.17.camel@animal>

Hello...
I've posted about this before, and I've been scouring the list archives
to no avail. What I would like to do is edit and/or replace the Ticket
Resolved template to include the original request. Some of my users have
been complaining that they get a ticket resolution and become confused
about which ticket the email is referring to. I've tried simple things
such as adding {$Transaction->Content()} just to see what it would get
me, but nothing came of that. Any help would be greatly appreciated.

Thanks
Sean

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

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




From purp at wildbrain.com  Thu Jul 11 16:01:47 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 11 Jul 2002 13:01:47 -0700
Subject: [rt-users] Resolve Ticket Template
In-Reply-To: <1026415905.2367.17.camel@animal>
References: <1026415905.2367.17.camel@animal>
Message-ID: <1026417707.30929.45.camel@milagro.wildbrain.com>

On Thu, 2002-07-11 at 12:31, Sean Lutner wrote:
> Hello...
> I've posted about this before, and I've been scouring the list archives
> to no avail. What I would like to do is edit and/or replace the Ticket
> Resolved template to include the original request. Some of my users have
> been complaining that they get a ticket resolution and become confused
> about which ticket the email is referring to. I've tried simple things
> such as adding {$Transaction->Content()} just to see what it would get
> me, but nothing came of that. Any help would be greatly appreciated.

We learned that clicking the "Reply" or "Comment" link on any message
within the ticket history, then changing the status field on the next
page to "resolved" has the desired affect AND allows you to choose which
of the correspondence/comments on the ticket is appropriate for the
resolution response.

Oh, and we require that the person resolving the ticket actually choose
the most relevant history item and use the "reply" link from it so that
the requestors and CCs will know why their issue was marked resolved.
That's more a methodology/people management issue, tho.

YMMV.

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




From psneto at telepar.com.br  Thu Jul 11 16:02:11 2002
From: psneto at telepar.com.br (Presciliano dos Santos Neto)
Date: Thu, 11 Jul 2002 17:02:11 -0300
Subject: RES: [rt-users] Ignoring junk mail
Message-ID: <C48B037255E93D4C98D3811714FE355802D967E3@correio.telepar.com.br>

Yan,

Thanks for your response.

However, as I sometimes receive SPAM complaints in my queue, it would be
reject, so I'd like to filter messages based only in the To: and Cc: header
fields. I know this is not totally eficient, but would prevent many SPAMs.

Presciliano

-----Mensagem original-----
De: yan seiner [mailto:yan at cardinalengineering.com]
Assunto: Re: [rt-users] Ignoring junk mail
> Hi,
> 
> I've received a lot of junk mail at my RT queues, so I'd like to prevent
it.
> Is
> possible to reject messages when the To: field do not match my queue's
> e-mail addresses ? Any other ideas ?

spamassassin
or mime-defang + spamassasin
or ask (www.paganini.org/ask)
or (as in my case) spamassasin + ask




From khera at kcilink.com  Thu Jul 11 16:32:28 2002
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 11 Jul 2002 16:32:28 -0400
Subject: [rt-users] Very slow sending email from RT.
In-Reply-To: <A033C4B4B90ABC4B92D2A73ED31156511302D6@EXCHANGER.ciphergen.com>
References: <A033C4B4B90ABC4B92D2A73ED31156511302D6@EXCHANGER.ciphergen.com>
Message-ID: <15661.60252.9334.294924@yertle.kciLink.com>

>>>>> "JS" == James Satterfield <JSatterfield at ciphergen.com> writes:

JS> I've got RT2.0.13 running on RedHat7.3 using a postfix MTA. It appears that
JS> every time RT must generate and send an email (oncreate autoreply, reply to
JS> requestor, etc) it takes a good minute for RT to send the email. If it's a

My first inclination when seeing a "about a minute" delay involving
sending mail is to check your DNS setup, including reverse DNS.

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



From khera at kcilink.com  Thu Jul 11 16:36:20 2002
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 11 Jul 2002 16:36:20 -0400
Subject: [rt-users] Any advantage to using the other mysql tabletypes?  (bdb, innodb) with RT?
In-Reply-To: <20020711111221.E12107@backmaster.cdsnet.net>
References: <20020711111221.E12107@backmaster.cdsnet.net>
Message-ID: <15661.60484.901750.609376@yertle.kciLink.com>

>>>>> "JM" == Jaye Mathisen <mrcpu at internetcds.com> writes:

JM> just wondering if using different table types and transaction stuff might
JM> let mysql run the other pending queries from other RT users...

Not that this solves your problem, but my experience tells me that
this is where Postgres really shines -- the concurrency model with
transactions is really smart -- it does row level locking rather than
table-level, and only locks the rows you're gonna update (if you tell
it).

I switched an app from mysql to postgres and tweaked it to give
postgres the necessary hints and the concurrency went way up.

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



From cwfox at fujitsu.com  Thu Jul 11 16:41:24 2002
From: cwfox at fujitsu.com (Camron W. Fox)
Date: Thu, 11 Jul 2002 10:41:24 -1000
Subject: [rt-users] Bounced(?) messages
Message-ID: <KNEOICNGFPAFJMEMGEIBAEDLIPAA.cwfox@fujitsu.com>

Alle,

	I keep getting these from RT after every transaction, anyone know the cause
or a place to look for the problem? I've checked all the Watchers addresses
and they're all valid.

Return-Path: <nobody at hilo.fujitsu.com>
Delivered-To: cwfox at hilo.fujitsu.com
Received: by hilo.fujitsu.com (Postfix, from userid 99)
	id A3ADE168006; Thu, 11 Jul 2002 10:30:33 -1000 (HST)
X-RT-Loop-Prevention: STN-IRR
Content-Type: multipart/mixed; boundary="----------=_1026419432-10114-0"
Subject: RT Bounce: [STN-IRR #5640] ftp:// login ?
From: hilo-irr at fujitsu.com
X-Mailer: MIME-tools 5.411 (Entity 5.404)
Content-Transfer-Encoding: binary
MIME-Version: 1.0
To: root at hilo.fujitsu.com
Sender: Nobody <hilo-irr at fujitsu1a.fujitsu.com>
Message-Id: <20020711203033.A3ADE168006 at hilo.fujitsu.com>
Date: Thu, 11 Jul 2002 10:30:33 -1000 (HST)

From:	Nobody [hilo-irr at fujitsu1a.fujitsu.com] on behalf of
hilo-irr at fujitsu.com
Sent:	Thursday, July 11, 2002 10:31
To:	root at hilo.fujitsu.com
Subject:	RT Bounce: [STN-IRR #5640] ftp:// login ?

RT thinks this message may be a bounce


Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group

Fujitsu America, INC.
E-mail:			cwfox at fujitsu.com
Phone:			(808) 934-4102
Pager:			(808) 934-1290
Cell:			(808) 937-5026






From JSatterfield at ciphergen.com  Thu Jul 11 17:03:38 2002
From: JSatterfield at ciphergen.com (James Satterfield)
Date: Thu, 11 Jul 2002 14:03:38 -0700
Subject: [rt-users] Very slow sending email from RT.
Message-ID: <A033C4B4B90ABC4B92D2A73ED31156511302D8@EXCHANGER.ciphergen.com>

Thanks for the reply. DNS all looks good. I had a lot of trouble with DNS
earlier due to the postfix RPM and it's use of
/var/spool/postfix/nsswitch.com and hosts.
DNS doesn't appear to be an issue at this point. Also, I get nothing in
maillog during the hang.

James.

-----Original Message-----
From: Vivek Khera [mailto:khera at kcilink.com] 
Sent: Thursday, July 11, 2002 1:32 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Very slow sending email from RT.


>>>>> "JS" == James Satterfield <JSatterfield at ciphergen.com> writes:

JS> I've got RT2.0.13 running on RedHat7.3 using a postfix MTA. It 
JS> appears that every time RT must generate and send an email (oncreate 
JS> autoreply, reply to requestor, etc) it takes a good minute for RT to 
JS> send the email. If it's a

My first inclination when seeing a "about a minute" delay involving sending
mail is to check your DNS setup, including reverse DNS.

-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
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/

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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From khera at kcilink.com  Thu Jul 11 17:09:49 2002
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 11 Jul 2002 17:09:49 -0400
Subject: [rt-users] Very slow sending email from RT.
In-Reply-To: <A033C4B4B90ABC4B92D2A73ED31156511302D8@EXCHANGER.ciphergen.com>
References: <A033C4B4B90ABC4B92D2A73ED31156511302D8@EXCHANGER.ciphergen.com>
Message-ID: <15661.62493.959139.347078@yertle.kciLink.com>

Are you running postfix chrooted?  If so, make sure your
/etc/resolv.conf within your chroot is correct as well.



From savage at savage.za.org  Thu Jul 11 17:21:08 2002
From: savage at savage.za.org (Chris Knipe)
Date: Thu, 11 Jul 2002 23:21:08 +0200
Subject: [rt-users] Global symbol "$m" requires explicit package name at
In-Reply-To: <20020711184523.GA77499@savage.za.org>
References: <20020711181333.C5DFD34183EB@nova.fqdn.com> <20020711184523.GA77499@savage.za.org>
Message-ID: <20020711212108.GA37669@savage.za.org>

Lo again,

I'm still on this whole error thing.  I'm upgrading my RT to the latest ver
now, RT-2.0.13... 

Can anyone perhaps tell me if the below warning is crucial, and what may be
causing it, or how I can fix it?

<SNIPED testdeps -warn mysql>
Checking for Net::SMTP...found
Checking for Params::Validate 0.02 ...found
Scalar::Util not detected - container() method not available
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
Checking for HTML::Mason 1.02 ...found
Checking for CGI::Cookie 1.20 ...found
</SNIP>

Thanks!

--
me

On Thu, Jul 11, 2002 at 08:45:23PM +0200, Chris Knipe wrote:
> Hi,
> 
> I can report exactly, 100% the same on FreeBSD 4.6-STABLE, Apache 1.3.26.
> 
> testdeps -warn mysql reports all the required modules are installed. However,
> apache initially for some reason still missed Apache::DBI.  This, I installed
> manually via CPAN, and after that that error was gone.
> 
> However, the moment I enable mod_perl to load RT's perl thingies, apache bails
> out with the below error message.
> 
> Apache config:
> #  PerlModule Apache::DBI
> #  PerlFreshRestart On
> #  PerlRequire /usr/local/rt/bin/webmux.pl
> #  <Location /tickets>
> #    SetHandler perl-script
> #    PerlHandler RT::Mason
> #  </Location>
> 
> --
> me
> 
> 
> On Thu, Jul 11, 2002 at 06:13:33PM +0000, greg at fqdn.com wrote:
> > Hello,  on tue 23 apr 2002 Frederic Gobin
> > asked about this same issue.  His letter had a subject of
> > "[rt-devel] Can't start Apache after installing RT 2.0.13"
> > 
> > in any event when I start apache I see out put simular to:
> > 
> > 
> >     Variable "$m" is not imported at /usr/local/rt2/bin/webmux.pl line 94.
> >     [Mon Apr 22 15:37:27 2002] [error] Global symbol "$m" requires 
> > explicit package name at /usr/local/rt2/bin/webmux.pl line 94.
> >     Compilation failed in require at (eval 1) line 1.
> > 
> >     Syntax error on line 587 of /usr/local/apache/conf/httpd.conf:
> >     Global symbol "$m" requires explicit package name at 
> > /usr/local/rt2/bin/webmux.pl line 94.
> >     Compilation failed in require at (eval 1) line 1.
> > 
> >     /usr/local/apache/bin/apachectl start : httpd could not be started
> > 
> > what have I not done?  All checks / modules seemed to have installed correctly,
> > I've recompiled apache with mod_perl,  installed all the mods required..
> > 
> > thnaks for any advice,
> > greg
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> > 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 
---end quoted text---



From mwatson at office.netspace.net.au  Thu Jul 11 17:22:34 2002
From: mwatson at office.netspace.net.au (Matthew Watson)
Date: Fri, 12 Jul 2002 07:22:34 +1000
Subject: [rt-users] Any advantage to using the other mysql tabletypes?  (bdb, innodb) with RT?
In-Reply-To: <20020711111221.E12107@backmaster.cdsnet.net>
Message-ID: <FCEEINDILJOBHBHAPOJPCEDNDFAA.mwatson@office.netspace.net.au>

I have the same problem (although i've given mysql enough memory so
it doesn't hit the disk. and trust me, You cannot train
users not to run certain queries :) If the option is there they
will use it, I had to take it away :)

Mat.


> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jaye Mathisen
> Sent: Friday, 12 July 2002 4:12 AM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Any advantage to using the other mysql tabletypes?
> (bdb, innodb) with RT?
>
>
>
> Just curious.  I'm seeing a lot of "Copying tmp table to disk"
> that hold up my
> RT install for 2-3 minutes at  a time.  WHile I know specifically
> what causes it and can train my users to not run that set of queries, I"m
> just wondering if using different table types and transaction stuff might
> let mysql run the other pending queries from other RT users...
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm




From freebsd at coal.sentex.ca  Thu Jul 11 17:26:45 2002
From: freebsd at coal.sentex.ca (Damian Gerow)
Date: Thu, 11 Jul 2002 17:26:45 -0400
Subject: [rt-users] Policy: Removing priviledged users
Message-ID: <10216445186.20020711172645@sentex.net>

When priviledged user accounts need to be removed, how do people do it?

So far, we've gone in and removed all rights from the user, then gone
through each queue and removed them from any Cc: or AdminCc: lists, plust
all groups, then gone through the specific User Rights for each queue, and
removed any rights in there.  All this works, but it's starting to get
tedious and time-consuming.

My question is: how do people deal with staff who leave?  Is simply removing
all rights for the user enough?




From JSatterfield at ciphergen.com  Thu Jul 11 17:39:25 2002
From: JSatterfield at ciphergen.com (James Satterfield)
Date: Thu, 11 Jul 2002 14:39:25 -0700
Subject: [rt-users] What does RT use to send mail?
Message-ID: <A033C4B4B90ABC4B92D2A73ED31156511302D9@EXCHANGER.ciphergen.com>

How does RT submit mail to the MTA? What's the command used? How could I go
about testing that function from the command line to see if that's causing
my lag issues?

James.



From pdh at snapgear.com  Thu Jul 11 19:04:51 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 12 Jul 2002 09:04:51 +1000
Subject: [rt-users] NotifyOtherRecipients - not working OnCreate?
In-Reply-To: <002501c228e1$705ab2a0$876bfd50@buffy>
References: <002501c228e1$705ab2a0$876bfd50@buffy>
Message-ID: <20020711230451.GA1283@luggage>

Andy Coates wrote:
> At the moment I have two OnCreate's - one for AutoreplyToRequestors, and
> one for NotifyAdminCcs.  What I'm trying to do is add a third which will
> also send a template to NotifyOtherRecipients (CC and BCCs), but after
> adding the Scrip (verifying its applied to the right queue) and creating
> a test ticket from the web interface - its still only sending OnCreate
> mails to the first two Scrips, but not the new one.

Are the addresses you expect to be CCs actually listed as
ticket CCs when you view the ticket?

(If not, you may be interested in $ParseNewMessageForTicketCcs
in config.pm.)




From pdh at snapgear.com  Thu Jul 11 19:11:21 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 12 Jul 2002 09:11:21 +1000
Subject: [rt-users] Global symbol "$m" requires explicit package name at
In-Reply-To: <20020711184523.GA77499@savage.za.org>
References: <20020711181333.C5DFD34183EB@nova.fqdn.com> <20020711184523.GA77499@savage.za.org>
Message-ID: <20020711231121.GB1283@luggage>

Chris Knipe wrote:
> I can report exactly, 100% the same on FreeBSD 4.6-STABLE, Apache 1.3.26.
> 
> On Thu, Jul 11, 2002 at 06:13:33PM +0000, greg at fqdn.com wrote:
> >     Variable "$m" is not imported at /usr/local/rt2/bin/webmux.pl line 94.
> >     [Mon Apr 22 15:37:27 2002] [error] Global symbol "$m" requires 
> > explicit package name at /usr/local/rt2/bin/webmux.pl line 94.

The helpful mailing list appends this:

> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

And indeed, if you go there, you'll see:

http://fsck.com/rtfm/article.html?id=5#184




From pdh at snapgear.com  Thu Jul 11 19:26:39 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 12 Jul 2002 09:26:39 +1000
Subject: [rt-users] Resolve Ticket Template
In-Reply-To: <1026415905.2367.17.camel@animal>
References: <1026415905.2367.17.camel@animal>
Message-ID: <20020711232639.GC1283@luggage>

Sean Lutner wrote:
> I've posted about this before, and I've been scouring the list archives
> to no avail. What I would like to do is edit and/or replace the Ticket
> Resolved template to include the original request. Some of my users have
> been complaining that they get a ticket resolution and become confused
> about which ticket the email is referring to. I've tried simple things
> such as adding {$Transaction->Content()} just to see what it would get
> me, but nothing came of that. Any help would be greatly appreciated.

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



From pdh at snapgear.com  Thu Jul 11 19:31:34 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 12 Jul 2002 09:31:34 +1000
Subject: [rt-users] Bounced(?) messages
In-Reply-To: <KNEOICNGFPAFJMEMGEIBAEDLIPAA.cwfox@fujitsu.com>
References: <KNEOICNGFPAFJMEMGEIBAEDLIPAA.cwfox@fujitsu.com>
Message-ID: <20020711233134.GD1283@luggage>

Camron W. Fox wrote:
> I keep getting these from RT after every transaction, anyone know the cause
> or a place to look for the problem? I've checked all the Watchers addresses
> and they're all valid.

Do any of them point back into RT?




From canau at keka.KPNQwest.pt  Thu Jul 11 19:32:36 2002
From: canau at keka.KPNQwest.pt (Carlos Canau)
Date: Fri, 12 Jul 2002 00:32:36 +0100
Subject: [rt-users] Global symbol "$m" requires explicit package name at
In-Reply-To: <20020711184523.GA77499@savage.za.org>; from savage@savage.za.org on Thu, Jul 11, 2002 at 08:45:23PM +0200
References: <20020711181333.C5DFD34183EB@nova.fqdn.com> <20020711184523.GA77499@savage.za.org>
Message-ID: <20020712003236.B11403@ionia.eunet.pt>

	I've fixed the problem by downgrading 

	HTML-Mason-1.11 -> HTML-Mason-1.05

	</canau


On Thu, Jul 11, 2002 at 08:45:23PM +0200, Chris Knipe wrote:
> Hi,
> 
> I can report exactly, 100% the same on FreeBSD 4.6-STABLE, Apache 1.3.26.
> 
> testdeps -warn mysql reports all the required modules are installed. However,
> apache initially for some reason still missed Apache::DBI.  This, I installed
> manually via CPAN, and after that that error was gone.
> 
> However, the moment I enable mod_perl to load RT's perl thingies, apache bails
> out with the below error message.
> 
> Apache config:
> #  PerlModule Apache::DBI
> #  PerlFreshRestart On
> #  PerlRequire /usr/local/rt/bin/webmux.pl
> #  <Location /tickets>
> #    SetHandler perl-script
> #    PerlHandler RT::Mason
> #  </Location>
> 
> --
> me
> 
> 
> On Thu, Jul 11, 2002 at 06:13:33PM +0000, greg at fqdn.com wrote:
> > Hello,  on tue 23 apr 2002 Frederic Gobin
> > asked about this same issue.  His letter had a subject of
> > "[rt-devel] Can't start Apache after installing RT 2.0.13"
> > 
> > in any event when I start apache I see out put simular to:
> > 
> > 
> >     Variable "$m" is not imported at /usr/local/rt2/bin/webmux.pl line 94.
> >     [Mon Apr 22 15:37:27 2002] [error] Global symbol "$m" requires 
> > explicit package name at /usr/local/rt2/bin/webmux.pl line 94.
> >     Compilation failed in require at (eval 1) line 1.
> > 
> >     Syntax error on line 587 of /usr/local/apache/conf/httpd.conf:
> >     Global symbol "$m" requires explicit package name at 
> > /usr/local/rt2/bin/webmux.pl line 94.
> >     Compilation failed in require at (eval 1) line 1.
> > 
> >     /usr/local/apache/bin/apachectl start : httpd could not be started
> > 
> > what have I not done?  All checks / modules seemed to have installed correctly,
> > I've recompiled apache with mod_perl,  installed all the mods required..
> > 
> > thnaks for any advice,
> > greg
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> > 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From JSatterfield at ciphergen.com  Thu Jul 11 19:46:22 2002
From: JSatterfield at ciphergen.com (James Satterfield)
Date: Thu, 11 Jul 2002 16:46:22 -0700
Subject: [rt-users] Sending mail from RT.
Message-ID: <A033C4B4B90ABC4B92D2A73ED31156511302DF@EXCHANGER.ciphergen.com>

/usr/bin/perl -w /dev/fd/3//usr/local/rt2/bin/rt-mailgate --queue
ITSUPPORT...

Of particular interest is the /dev/fd/3//usr/local/rt2/bin/rt-mailgate
What is that /dev/fd/3 all about? It doesn't exist on my system.

James.



From sean at techtarget.com  Fri Jul 12 00:37:31 2002
From: sean at techtarget.com (Sean Lutner)
Date: 12 Jul 2002 00:37:31 -0400
Subject: [rt-users] Resolve Ticket Template
In-Reply-To: <20020711232639.GC1283@luggage>
References: <1026415905.2367.17.camel@animal> 
	<20020711232639.GC1283@luggage>
Message-ID: <1026448651.2367.24.camel@animal>

Thanks, that seems very straight forward. However, if I put anything
except plain text in my resolved template, mail for resolved templates
stops being sent. Any ideas why that might be? 

Thanks
Sean

On Thu, 2002-07-11 at 19:26, Phil Homewood wrote:
> Sean Lutner wrote:
> > I've posted about this before, and I've been scouring the list archives
> > to no avail. What I would like to do is edit and/or replace the Ticket
> > Resolved template to include the original request. Some of my users have
> > been complaining that they get a ticket resolution and become confused
> > about which ticket the email is referring to. I've tried simple things
> > such as adding {$Transaction->Content()} just to see what it would get
> > me, but nothing came of that. Any help would be greatly appreciated.
> 
> {$Ticket->Transactions->First->Content()}
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
-- 
Sean Lutner
Senior Systems & Network Administrator
TechTarget, Inc.
117 Kendrick St, Suite 800
Needham, MA 02494
P:  781-657-1337
F:  781-657-1100
E:  sean at techtarget.com W: http://www.techtarget.com

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




From andy at bribed.net  Fri Jul 12 03:45:35 2002
From: andy at bribed.net (Andy Coates)
Date: Fri, 12 Jul 2002 08:45:35 +0100
Subject: [rt-users] NotifyOtherRecipients - not working OnCreate?
In-Reply-To: <20020711230451.GA1283@luggage>
Message-ID: <000001c22978$1fc231f0$133c98d5@buffy>

> Andy Coates wrote:
> > At the moment I have two OnCreate's - one for 
> AutoreplyToRequestors, and
> > one for NotifyAdminCcs.  What I'm trying to do is add a 
> third which will
> > also send a template to NotifyOtherRecipients (CC and 
> BCCs), but after
> > adding the Scrip (verifying its applied to the right queue) 
> and creating
> > a test ticket from the web interface - its still only 
> sending OnCreate
> > mails to the first two Scrips, but not the new one.
> 
> Are the addresses you expect to be CCs actually listed as
> ticket CCs when you view the ticket?

Yeah, once the ticket is created if I go to the "People" tab of the
ticket it shows them as Cc:

> (If not, you may be interested in $ParseNewMessageForTicketCcs
> in config.pm.)

I'll have a look at that as well I think, might help.

Thanks!
Andy.





From bortzmeyer at nic.fr  Fri Jul 12 04:13:37 2002
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Fri, 12 Jul 2002 10:13:37 +0200
Subject: [rt-users] MIME parsing not recursive?
Message-ID: <20020712081337.GA5293@nic.fr>

I often send attachments in MIME to RT and they are parsed fine: Web
users see the attached document, they can click on it and it works
(depending on their browser's setup).

But, if the attachement is itself made of parts (MIME is recursive),
such as when I forward a multipart message from mutt with
"mime_forward" set, RT only displays the "top level" part, when the
user clicks on it, it sees the encoded subparts.

Is it a limit of RT, a feature or a misconfiguration from me?




From smylers at gbdirect.co.uk  Fri Jul 12 04:31:37 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Fri, 12 Jul 2002 09:31:37 +0100 (BST)
Subject: [rt-users] Sending mail from RT.
In-Reply-To: <A033C4B4B90ABC4B92D2A73ED31156511302DF@EXCHANGER.ciphergen.com>
Message-ID: <Pine.LNX.4.44.0207120929150.15548-100000@tiger.gbdirect.co.uk>

Yesterday James Satterfield wrote:

> What is that /dev/fd/3 all about? It doesn't exist on my system.

I've no idea if it's relevant here, but there are a couple of places in
the 'Bash' manual page where /dev/fd/n is used to refer to file
descriptor n.

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




From Weimer at CERT.Uni-Stuttgart.DE  Fri Jul 12 06:33:40 2002
From: Weimer at CERT.Uni-Stuttgart.DE (Florian Weimer)
Date: Fri, 12 Jul 2002 12:33:40 +0200
Subject: [rt-users] Any advantage to using the other mysql tabletypes? 
 (bdb, innodb) with RT?
In-Reply-To: <15661.60484.901750.609376@yertle.kciLink.com> (Vivek Khera's
 message of "Thu, 11 Jul 2002 16:36:20 -0400")
References: <20020711111221.E12107@backmaster.cdsnet.net>
	<15661.60484.901750.609376@yertle.kciLink.com>
Message-ID: <877kk1teuz.fsf@CERT.Uni-Stuttgart.DE>

Vivek Khera <khera at kcilink.com> writes:

>>>>>> "JM" == Jaye Mathisen <mrcpu at internetcds.com> writes:
>
> JM> just wondering if using different table types and transaction stuff might
> JM> let mysql run the other pending queries from other RT users...
>
> Not that this solves your problem, but my experience tells me that
> this is where Postgres really shines -- the concurrency model with
> transactions is really smart -- it does row level locking rather than
> table-level, and only locks the rows you're gonna update (if you tell
> it).

PostgreSQL does not implement row-level locking, but multi-version
concurrency control, right?

(The effect is about the same, though: parallel read/write access is
more or less independent.)

-- 
Florian Weimer 	                  Weimer at CERT.Uni-Stuttgart.DE
University of Stuttgart           http://CERT.Uni-Stuttgart.DE/people/fw/
RUS-CERT                          fax +49-711-685-5898



From bruce_campbell at ripe.net  Fri Jul 12 09:21:18 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 12 Jul 2002 15:21:18 +0200 (CEST)
Subject: [rt-users] Sending mail from RT.
In-Reply-To: <A033C4B4B90ABC4B92D2A73ED31156511302DF@EXCHANGER.ciphergen.com>
Message-ID: <Pine.LNX.4.44.0207121516590.25020-100000@x22.ripe.net>

On Thu, 11 Jul 2002, James Satterfield wrote:

> /usr/bin/perl -w /dev/fd/3//usr/local/rt2/bin/rt-mailgate --queue
> ITSUPPORT...
>
> Of particular interest is the /dev/fd/3//usr/local/rt2/bin/rt-mailgate
> What is that /dev/fd/3 all about? It doesn't exist on my system.

As Smylers' states, its a bash/linux file descriptor identifier.
However, you haven't stated where you are getting the '/usr/bin/perl -w
/dev/fd3//...rt-mailgate' line from.

This helps a fair bit in debugging, especially as the subject line does
not match the question.

( and I'm guessing that you're quoting from postfix logs, and as such,
  would suggest that you refer to the postfix documentation, or Smylers'
  comment )

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





From bruce_campbell at ripe.net  Fri Jul 12 09:25:46 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 12 Jul 2002 15:25:46 +0200 (CEST)
Subject: [rt-users] What does RT use to send mail?
In-Reply-To: <A033C4B4B90ABC4B92D2A73ED31156511302D9@EXCHANGER.ciphergen.com>
Message-ID: <Pine.LNX.4.44.0207121521360.25020-100000@x22.ripe.net>

On Thu, 11 Jul 2002, James Satterfield wrote:

> How does RT submit mail to the MTA? What's the command used? How could I go
> about testing that function from the command line to see if that's causing
> my lag issues?
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

http://fsck.com/rtfm/article.html?id=9#46

Also check the config.pm file for '$MailCommand' (sendmail or
sendmailpipe), '$SendmailArguments', and most importantly,
'$SendmailPath'.


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




From bruce_campbell at ripe.net  Fri Jul 12 09:35:27 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 12 Jul 2002 15:35:27 +0200 (CEST)
Subject: [rt-users] MIME parsing not recursive?
In-Reply-To: <20020712081337.GA5293@nic.fr>
Message-ID: <Pine.LNX.4.44.0207121526410.25020-100000@x22.ripe.net>

On Fri, 12 Jul 2002, Stephane Bortzmeyer wrote:

> I often send attachments in MIME to RT and they are parsed fine: Web
> users see the attached document, they can click on it and it works
> (depending on their browser's setup).

Speaking of which, http://www.amsterdamned.org/~bc/rt/mimefind.pl (and
mimefind.usage) may help in dealing with annoying Microsoft mail programs
and 'application/octet-stream' for any attachment.

> But, if the attachement is itself made of parts (MIME is recursive),
> such as when I forward a multipart message from mutt with
> "mime_forward" set, RT only displays the "top level" part, when the
> user clicks on it, it sees the encoded subparts.
>
> Is it a limit of RT, a feature or a misconfiguration from me?

I think RT is only going one level down.  The table structure encourages
nested attachments, but the process putting them in doesn't.  RT bug.

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




From bruce_campbell at ripe.net  Fri Jul 12 09:41:06 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 12 Jul 2002 15:41:06 +0200 (CEST)
Subject: [rt-users] Resolve Ticket Template
In-Reply-To: <1026448651.2367.24.camel@animal>
Message-ID: <Pine.LNX.4.44.0207121537420.25020-100000@x22.ripe.net>

On 12 Jul 2002, Sean Lutner wrote:

> Thanks, that seems very straight forward. However, if I put anything
> except plain text in my resolved template, mail for resolved templates
> stops being sent. Any ideas why that might be?

The Templates (when used in most mail-sending Scrips) are really in two
sections;

	Headers for the message
		(blank line)
	Body of the message

If you want the default RT headers, and just want to change your content
around, you may wish to begin the Template with a blank line, just to be
sure.

( eg, if you're posting ->Content() in, and it doesn't begin with a blank
  line, RT may interpret it as mail headers; and who knows where the
  message will end up. )

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




From bruce_campbell at ripe.net  Fri Jul 12 09:48:12 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 12 Jul 2002 15:48:12 +0200 (CEST)
Subject: [rt-users] Policy: Removing priviledged users
In-Reply-To: <10216445186.20020711172645@sentex.net>
Message-ID: <Pine.LNX.4.44.0207121541510.25020-100000@x22.ripe.net>

On Thu, 11 Jul 2002, Damian Gerow wrote:

> When priviledged user accounts need to be removed, how do people do it?

> So far, we've gone in and removed all rights from the user, then gone
> through each queue and removed them from any Cc: or AdminCc: lists, plust
> all groups, then gone through the specific User Rights for each queue, and
> removed any rights in there.  All this works, but it's starting to get
> tedious and time-consuming.

If you are doing this frequently, then you really need to look at your
staff turnover rates.

As a method of making it easier, I'd suggest using one address for the
AdminCc alias; eg queuename at example.com knows that the AdminCc to mail is
queuename-hidden at example.com.

That would cut the RT changes required to removing the user from the
groups, and disabling their access to RT.

> My question is: how do people deal with staff who leave?

Our working environment is perfect.  No one would ever want to leave.  We
have thought of everything, including the snipers on nearby buildings.

> Is simply removing
> all rights for the user enough?

Yes.  Note that you cannot remove the user themselves, as that will break
the references to the user in the database.


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




From bruce_campbell at ripe.net  Fri Jul 12 09:50:01 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 12 Jul 2002 15:50:01 +0200 (CEST)
Subject: [rt-users] Very slow sending email from RT.
In-Reply-To: <15661.60252.9334.294924@yertle.kciLink.com>
Message-ID: <Pine.LNX.4.44.0207121548560.25020-100000@x22.ripe.net>

On Thu, 11 Jul 2002, Vivek Khera wrote:

> >>>>> "JS" == James Satterfield <JSatterfield at ciphergen.com> writes:
>
> JS> I've got RT2.0.13 running on RedHat7.3 using a postfix MTA. It appears that
> JS> every time RT must generate and send an email (oncreate autoreply, reply to
> JS> requestor, etc) it takes a good minute for RT to send the email. If it's a
>
> My first inclination when seeing a "about a minute" delay involving
> sending mail is to check your DNS setup, including reverse DNS.

You can speed up RT's mail sending performance by ensuring that your MTA
operates in queueing mode, rather than immediate delivery.  Waiting for
DNS/remote mail machines is the MTA's job, not RT's.


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




From sean at techtarget.com  Fri Jul 12 09:59:04 2002
From: sean at techtarget.com (Sean Lutner)
Date: 12 Jul 2002 09:59:04 -0400
Subject: [rt-users] Resolve Ticket Template
In-Reply-To: <Pine.LNX.4.44.0207121537420.25020-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0207121537420.25020-100000@x22.ripe.net>
Message-ID: <1026482349.2328.3.camel@animal>

I think I may be doomed to never be able to edit my Resolved template.
:)

I just tried starting the template with a blank line, with the second
line being

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

As soon as I changed the template to this, I stopped getting emails.
Also, many of the other stock RT templates don't start with a blank
line, and have code mixed with text on the same line.

IE - In the autoreply ticket, the first line of the template is Subject:
AutoReply: {$Ticket->Subject}

Once again I'm left baffled, I thought this would be a pretty easy thing
to change. Thanks for the tips thus far.

Sean


On Fri, 2002-07-12 at 09:41, Bruce Campbell wrote:
> On 12 Jul 2002, Sean Lutner wrote:
> 
> > Thanks, that seems very straight forward. However, if I put anything
> > except plain text in my resolved template, mail for resolved templates
> > stops being sent. Any ideas why that might be?
> 
> The Templates (when used in most mail-sending Scrips) are really in two
> sections;
> 
> 	Headers for the message
> 		(blank line)
> 	Body of the message
> 
> If you want the default RT headers, and just want to change your content
> around, you may wish to begin the Template with a blank line, just to be
> sure.
> 
> ( eg, if you're posting ->Content() in, and it doesn't begin with a blank
>   line, RT may interpret it as mail headers; and who knows where the
>   message will end up. )
> 
> -- 
>                              Bruce Campbell                            RIPE
>                    Systems/Network Engineer                             NCC
>                  www.ripe.net - PGP562C8B1B             Operations/Security
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
-- 
Sean Lutner
Senior Systems & Network Administrator
TechTarget, Inc.
117 Kendrick St, Suite 800
Needham, MA 02494
P:  781-657-1337
F:  781-657-1100
E:  sean at techtarget.com W: http://www.techtarget.com

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




From bruce_campbell at ripe.net  Fri Jul 12 09:59:43 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 12 Jul 2002 15:59:43 +0200 (CEST)
Subject: RES: [rt-users] Ignoring junk mail
In-Reply-To: <C48B037255E93D4C98D3811714FE355802D967E3@correio.telepar.com.br>
Message-ID: <Pine.LNX.4.44.0207121553450.25020-100000@x22.ripe.net>

On Thu, 11 Jul 2002, Presciliano dos Santos Neto wrote:

> However, as I sometimes receive SPAM complaints in my queue, it would be
> reject, so I'd like to filter messages based only in the To: and Cc: header
> fields. I know this is not totally eficient, but would prevent many SPAMs.

Run procmail before invoking rt-mailgate, and apply your filters there:

	http://lists.fsck.com/pipermail/rt-users/2002-February/006506.html

( Personally I'd much use spamassassin on all incoming mail, but we
  get a large number of misdirected spam complaints. )


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




From andy at bribed.net  Fri Jul 12 10:03:46 2002
From: andy at bribed.net (Andy Coates)
Date: Fri, 12 Jul 2002 15:03:46 +0100
Subject: [rt-users] Resolve Ticket Template
In-Reply-To: <1026482349.2328.3.camel@animal>
Message-ID: <003201c229ac$f05485a0$876bfd50@buffy>

> I think I may be doomed to never be able to edit my Resolved template.
> :)
> 
> I just tried starting the template with a blank line, with the second
> line being
> 
> {$Ticket->Transactions->First->Content()}
> 
> As soon as I changed the template to this, I stopped getting emails.

Odd, I just tried it too as it is a nice thing to have and it worked
perfectly, so the variable name is fine.

Andy.




From darren at boston.com  Fri Jul 12 10:13:13 2002
From: darren at boston.com (darren chamberlain)
Date: Fri, 12 Jul 2002 10:13:13 -0400
Subject: [rt-users] Resolve Ticket Template
In-Reply-To: <1026482349.2328.3.camel@animal>
References: <Pine.LNX.4.44.0207121537420.25020-100000@x22.ripe.net> <1026482349.2328.3.camel@animal>
Message-ID: <20020712141313.GD21448@boston.com>

* Sean Lutner <sean at techtarget.com> [2002-07-12 09:59]:
> I just tried starting the template with a blank line, with the second
> line being
> 
> {$Ticket->Transactions->First->Content()}
> 
> As soon as I changed the template to this, I stopped getting emails.
> Also, many of the other stock RT templates don't start with a blank
> line, and have code mixed with text on the same line.

Are you sure that you have Text::Template installed correctly?  Try
running rt-mailgate from the command line, something like:

  cat email-message | /path/to/rt-mailgate --whatever-options-you-need

And see what happens.

(darren)

-- 
The smart way to keep people passive and obedient is to strictly limit
the spectrum of acceptable opinion, but allow very lively debate
within that spectrum.
    -- Noam Chomsky



From khera at kcilink.com  Fri Jul 12 10:39:05 2002
From: khera at kcilink.com (Vivek Khera)
Date: Fri, 12 Jul 2002 10:39:05 -0400
Subject: [rt-users] Any advantage to using the other mysql tabletypes? 
 (bdb, innodb) with RT?
In-Reply-To: <877kk1teuz.fsf@CERT.Uni-Stuttgart.DE>
References: <20020711111221.E12107@backmaster.cdsnet.net>
	<15661.60484.901750.609376@yertle.kciLink.com>
	<877kk1teuz.fsf@CERT.Uni-Stuttgart.DE>
Message-ID: <15662.59913.306616.446730@onceler.kciLink.com>

>>>>> "FW" == Florian Weimer <Weimer at CERT.Uni-Stuttgart.DE> writes:

FW> PostgreSQL does not implement row-level locking, but multi-version
FW> concurrency control, right?

Nope.  You can get row-level locking when you ask for it.

FW> (The effect is about the same, though: parallel read/write access is
FW> more or less independent.)

That too.

-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
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 seth at ttsg.com  Fri Jul 12 10:39:39 2002
From: seth at ttsg.com (Seth)
Date: Fri, 12 Jul 2002 10:39:39 -0400
Subject: [rt-users] Resolve Ticket Template
In-Reply-To: <003201c229ac$f05485a0$876bfd50@buffy>
References: <1026482349.2328.3.camel@animal>
	<003201c229ac$f05485a0$876bfd50@buffy>
Message-ID: <20020712103939.12617fa4.seth@ttsg.com>

On Fri, 12 Jul 2002 15:03:46 +0100
"Andy Coates" <andy at bribed.net> wrote:
> > 
> > {$Ticket->Transactions->First->Content()}
> > 
> > As soon as I changed the template to this, I stopped getting emails.
> 
> Odd, I just tried it too as it is a nice thing to have and it worked
> perfectly, so the variable name is fine.
> 
> Andy.
> 


 I tried this also and it is working. Here is exactly what I have in my global->templates->7/Resolved:

-------------------------
Subject: Ticket Resolved

According to our records, your request,
-----------------------------------------
{$Ticket->Transactions->First->Content()}
-----------------------------------------
has been resolved. If you have any
further questions or concerns, please respond to this message.

Thanks,
The Support team.

--------

this works as advertised. 



From smylers at gbdirect.co.uk  Fri Jul 12 10:46:22 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Fri, 12 Jul 2002 15:46:22 +0100 (BST)
Subject: [rt-users] MIME parsing not recursive?
In-Reply-To: <Pine.LNX.4.44.0207121526410.25020-100000@x22.ripe.net>
Message-ID: <Pine.LNX.4.44.0207121531471.15548-100000@tiger.gbdirect.co.uk>

Bruce Campbell wrote:

> On Fri, 12 Jul 2002, Stephane Bortzmeyer wrote:
>
> > But, if the attachement is itself made of parts (MIME is recursive)
> > ... RT only displays the "top level" part, when the user clicks on
> > it, it sees the encoded subparts.
> >
> > Is it a limit of RT, a feature or a misconfiguration from me?
>
> I think RT is only going one level down.  The table structure
> encourages nested attachments, but the process putting them in
> doesn't.  RT bug.

I think we've encountered another 'RT' limit with nested mime parts.
I'm not completed sure yet[*0], but it's possibly something like this:

  * If somebody sends an attachment the mail has a media type of
    multipart/mixed, the first part of which is text/plain and gets
    forwarded in templates as {$Transaction->Content()}.

  * If somebody sends plain and HTML mail then the media type is
    multipart/alternative, the text/plain part of which gets forwarded
    in {$Transaction->Content()}.

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

The result of the above is that we have a tendency to ignore messages
from people who send HTML mails with 'Word' documents attached.
Actually, maybe that isn't such a bad thing ...

[*0]  And I fear that I'll have to find a Windows computer with a
sufficiently broken MUA to try it out.

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




From brw at brw.net  Fri Jul 12 10:20:24 2002
From: brw at brw.net (Branden R. Williams)
Date: Fri, 12 Jul 2002 09:20:24 -0500 (CDT)
Subject: [rt-users] Yes, the same session problem
Message-ID: <Pine.LNX.4.44.0207120913470.26973-100000@altair.kickinit.net>

After perusing the archives for this and other lists, it seems I am not 
alone in having this problem.  Here is what I am running.

Apache 1.3.26 running as nobody
mod_perl
HTML-Mason 1.0.2 (had to downgrade to fix another issue)
rt 2.0.13

This is the error...

[Fri Jul 12 08:46:08 2002] [error] RT Couldn't write to session directory 
'/usr/local/rt2/WebRT/sessiondata'. Check that this directory's 
permissions are correct. at /usr/local/rt2/bin/webmux.pl line 152.

This is the directory and its contents...
drwxrwx---    2 nobody   nobody       4096 Jul 12 09:02 ./
drwxr-xr-x    5 root     root         4096 Jul 12 08:14 ../
-rw-rw----    1 nobody   nobody          0 Jul 12 09:02 Apache-Session-85339d0f5e74be1a2929794ada4fb77f.lock
-rw-rw----    1 nobody   nobody          0 Jul 12 09:02 Apache-Session-8f3906f7a283bdf267befdd83c03d213.lock
-rw-rw----    1 nobody   nobody          0 Jul 12 09:02 Apache-Session-93303648fbd30207d717a35c36d2e026.lock

So obviously it is writing to the directory ok.

I have the MD5 package installed and it went without error through CPAN.  
I have reinstalled several of the packages to see if anything was missed 
in the process and so far I have had no failures.  When going to the RT 
site I have created I get the Internal Server Error and then looking in 
the error logs I get the above error.  Is there any tips you can suggest 
to help me diagnose this problem and once again have harmony on my system? 
:P  Thanks.

Fair Winds and Following Seas,

Branden R. Williams, CISSP <brw at brw.net>
http://www.brw.net/
"My mind flows like the wind, my soul becomes the rain,
 My imagination the storm."
--
Public Key ID: 0x34AE58E0 | PGP Keyserver: pgp.mit.edu
Public Key Fingerprint: 5C0B 2526 7519 6C2E F844  DF26 8793 594B 34AE 58E0





From sean at techtarget.com  Fri Jul 12 11:20:32 2002
From: sean at techtarget.com (Sean Lutner)
Date: 12 Jul 2002 11:20:32 -0400
Subject: [rt-users] Resolve Ticket Template
In-Reply-To: <20020712103939.12617fa4.seth@ttsg.com>
References: <1026482349.2328.3.camel@animal>
	<003201c229ac$f05485a0$876bfd50@buffy> 
	<20020712103939.12617fa4.seth@ttsg.com>
Message-ID: <1026487237.2328.20.camel@animal>

I tried putting your exact template in to test and now I get the
following error in my rt logs.

error:    couldn't parse head; error near:
-------------------------
Subject: Ticket Resolved

I'm not sure why. I have a leading blank line in the template. I've
tried it without a leading blank line.

This is the only template causing me issues. All the others, even ones
I've edited are performaing as expected. Now it seems that no matter
what I enter into the template when I edit it, mail stops being sent.

On Fri, 2002-07-12 at 10:39, Seth wrote:
> On Fri, 12 Jul 2002 15:03:46 +0100
> "Andy Coates" <andy at bribed.net> wrote:
> > > 
> > > {$Ticket->Transactions->First->Content()}
> > > 
> > > As soon as I changed the template to this, I stopped getting emails.
> > 
> > Odd, I just tried it too as it is a nice thing to have and it worked
> > perfectly, so the variable name is fine.
> > 
> > Andy.
> > 
> 
> 
>  I tried this also and it is working. Here is exactly what I have in my global->templates->7/Resolved:
> 
> -------------------------
> Subject: Ticket Resolved
> 
> According to our records, your request,
> -----------------------------------------
> {$Ticket->Transactions->First->Content()}
> -----------------------------------------
> has been resolved. If you have any
> further questions or concerns, please respond to this message.
> 
> Thanks,
> The Support team.
> 
> --------
> 
> this works as advertised. 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
-- 
Sean Lutner
Senior Systems & Network Administrator
TechTarget, Inc.
117 Kendrick St, Suite 800
Needham, MA 02494
P:  781-657-1337
F:  781-657-1100
E:  sean at techtarget.com W: http://www.techtarget.com

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




From sean at techtarget.com  Fri Jul 12 11:35:08 2002
From: sean at techtarget.com (Sean Lutner)
Date: 12 Jul 2002 11:35:08 -0400
Subject: [rt-users] Resolve Ticket Template
In-Reply-To: <1026487237.2328.20.camel@animal>
References: <1026482349.2328.3.camel@animal>
	<003201c229ac$f05485a0$876bfd50@buffy> 
	<20020712103939.12617fa4.seth@ttsg.com>  <1026487237.2328.20.camel@animal>
Message-ID: <1026488112.2327.26.camel@animal>

Sorry to reply to my own post here. The -----'s were meant as a cut
line. My fault. My ticket resolved template is now exactly as follows...

Subject: Ticket Resolved

According to our records your ticket has been resolved.
If you have any further questions or concerns, please reply to this
message.

Thank You

Yet when I resolve a ticket, no mail gets sent. I see no errors anywhere
to indicate what the problem is. Is there a way I can get soe more
verbose debugging from RT?

On Fri, 2002-07-12 at 11:20, Sean Lutner wrote:
> I tried putting your exact template in to test and now I get the
> following error in my rt logs.
> 
> error:    couldn't parse head; error near:
> -------------------------
> Subject: Ticket Resolved
> 
> I'm not sure why. I have a leading blank line in the template. I've
> tried it without a leading blank line.
> 
> This is the only template causing me issues. All the others, even ones
> I've edited are performaing as expected. Now it seems that no matter
> what I enter into the template when I edit it, mail stops being sent.
> 
> On Fri, 2002-07-12 at 10:39, Seth wrote:
> > On Fri, 12 Jul 2002 15:03:46 +0100
> > "Andy Coates" <andy at bribed.net> wrote:
> > > > 
> > > > {$Ticket->Transactions->First->Content()}
> > > > 
> > > > As soon as I changed the template to this, I stopped getting emails.
> > > 
> > > Odd, I just tried it too as it is a nice thing to have and it worked
> > > perfectly, so the variable name is fine.
> > > 
> > > Andy.
> > > 
> > 
> > 
> >  I tried this also and it is working. Here is exactly what I have in my global->templates->7/Resolved:
> > 
> > -------------------------
> > Subject: Ticket Resolved
> > 
> > According to our records, your request,
> > -----------------------------------------
> > {$Ticket->Transactions->First->Content()}
> > -----------------------------------------
> > has been resolved. If you have any
> > further questions or concerns, please respond to this message.
> > 
> > Thanks,
> > The Support team.
> > 
> > --------
> > 
> > this works as advertised. 
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> -- 
> Sean Lutner
> Senior Systems & Network Administrator
> TechTarget, Inc.
> 117 Kendrick St, Suite 800
> Needham, MA 02494
> P:  781-657-1337
> F:  781-657-1100
> E:  sean at techtarget.com W: http://www.techtarget.com
> 
> "Imagination is more important than knowledge." -- Albert Einstein
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
-- 
Sean Lutner
Senior Systems & Network Administrator
TechTarget, Inc.
117 Kendrick St, Suite 800
Needham, MA 02494
P:  781-657-1337
F:  781-657-1100
E:  sean at techtarget.com W: http://www.techtarget.com

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




From seth at ttsg.com  Fri Jul 12 11:47:37 2002
From: seth at ttsg.com (Seth)
Date: Fri, 12 Jul 2002 11:47:37 -0400
Subject: [rt-users] Resolve Ticket Template
In-Reply-To: <1026488112.2327.26.camel@animal>
References: <1026482349.2328.3.camel@animal>
	<003201c229ac$f05485a0$876bfd50@buffy>
	<20020712103939.12617fa4.seth@ttsg.com>
	<1026487237.2328.20.camel@animal>
	<1026488112.2327.26.camel@animal>
Message-ID: <20020712114737.3255e967.seth@ttsg.com>

On 12 Jul 2002 11:35:08 -0400
Sean Lutner <sean at techtarget.com> wrote:


> Yet when I resolve a ticket, no mail gets sent. I see no errors anywhere
> to indicate what the problem is. Is there a way I can get soe more
> verbose debugging from RT?

in your config.pm under the logging section.
$LogToScreen = 'debug';
$LogToFile = 'debug';

also up by the top of the file set the line
$LogDir = "/var/log/rt";
to where ever you want it to log to.

when these are set to debug you can see a log of what is going on. If you need to see more you can just add lines into the code such as the following (I used this line to debug my external user lookup)

$RT::Logger->debug("LookupExternalUserInfo: Entered with:\n",
                     "\tName         = $params{'Name'}\n",
                     "\tEmailAddress = $params{'EmailAddress'}\n",
                     "\tRealName     = $params{'RealName'}\n",
                     "\tFound        = $FoundInExternalDatabase\n")

but you can use the $RT::Logger->debug() anyware in RT and see what vars are set to etc.

-seth
 



From sean at techtarget.com  Fri Jul 12 12:01:27 2002
From: sean at techtarget.com (Sean Lutner)
Date: 12 Jul 2002 12:01:27 -0400
Subject: [rt-users] Resolve Ticket Template
In-Reply-To: <20020712114737.3255e967.seth@ttsg.com>
References: <1026482349.2328.3.camel@animal>
	<003201c229ac$f05485a0$876bfd50@buffy>
	<20020712103939.12617fa4.seth@ttsg.com> <1026487237.2328.20.camel@animal>
	<1026488112.2327.26.camel@animal>  <20020712114737.3255e967.seth@ttsg.com>
Message-ID: <1026489692.2328.29.camel@animal>

After turning the log levels up to debug, I've got some more information
in my RT logs. Here's what I'm seeing when I resolve a ticket.

RT::Transaction=HASH(0x10600f4): Checking condition OnResolve...
RT::Transaction=HASH(0x10600f4): Matches condition OnResolve...
now requiring RT::Action::Notify
RT::Action::Notify=HASH(0x109bf74): To is
sean at techtarget.comRT::Action::Notify=HASH(0x109bf74): Cc is
RT::Action::
Notify=HASH(0x109bf74): Bcc is
sean at techtarget.comRT::Transaction=HASH(0x10600f4): Prepared
NotifyAllWatchers
RT::Action::Notify=HASH(0x109bf74): No recipients found. Not sending.
RT::Transaction=HASH(0x10600f4): Committed NotifyAllWatchers

What I don't get in that log is why it's saying no recipients found. Not
sending, when it has both a To and a BCC. Now it looks to me like there
is not a problem with the template but somehere else.

On Fri, 2002-07-12 at 11:47, Seth wrote:
> On 12 Jul 2002 11:35:08 -0400
> Sean Lutner <sean at techtarget.com> wrote:
> 
> 
> > Yet when I resolve a ticket, no mail gets sent. I see no errors anywhere
> > to indicate what the problem is. Is there a way I can get soe more
> > verbose debugging from RT?
> 
> in your config.pm under the logging section.
> $LogToScreen = 'debug';
> $LogToFile = 'debug';
> 
> also up by the top of the file set the line
> $LogDir = "/var/log/rt";
> to where ever you want it to log to.
> 
> when these are set to debug you can see a log of what is going on. If you need to see more you can just add lines into the code such as the following (I used this line to debug my external user lookup)
> 
> $RT::Logger->debug("LookupExternalUserInfo: Entered with:\n",
>                      "\tName         = $params{'Name'}\n",
>                      "\tEmailAddress = $params{'EmailAddress'}\n",
>                      "\tRealName     = $params{'RealName'}\n",
>                      "\tFound        = $FoundInExternalDatabase\n")
> 
> but you can use the $RT::Logger->debug() anyware in RT and see what vars are set to etc.
> 
> -seth
>  
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
-- 
Sean Lutner
Senior Systems & Network Administrator
TechTarget, Inc.
117 Kendrick St, Suite 800
Needham, MA 02494
P:  781-657-1337
F:  781-657-1100
E:  sean at techtarget.com W: http://www.techtarget.com

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




From jvaldes at sv.intercomnet.net  Fri Jul 12 13:38:52 2002
From: jvaldes at sv.intercomnet.net (Jorge Valdes)
Date: Fri, 12 Jul 2002 11:38:52 -0600
Subject: [rt-users] Problems with authentication
Message-ID: <060b01c229ca$fd1cc950$431cebcd@sv.intercomnetl.net>

Hi all,

I recently learned about RT from the mod_perl page, and decided to give it a try... I compiled apache w/mod_perl/mod_ssl installed rt 2.0.13 w/o problems. I installed HTML::Mason 1.04 and all the rest of packages from CPAN as per 'make fixdeps' without problems.

When I point my browser to the site, I get the Login page, but when I input the username/password (root/xxxx) I get the same page with the fields blank!!  If I add the user/pass fields on the URL, I log in as root, but cannot create/modify anything.  What gives??

Jorge Valdes
jvaldes at sv.intercomnet.net
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020712/5bc51364/attachment.htm>

From dmacdona at ist.ucf.edu  Fri Jul 12 13:57:45 2002
From: dmacdona at ist.ucf.edu (Macdonald, Dan)
Date: Fri, 12 Jul 2002 13:57:45 -0400
Subject: [rt-users] (no subject)
Message-ID: <DC36C1DDC3CED211862E006008A361BE020E81B7@ntmail.ist.ucf.edu>

Does anyone know either where I can get Mason 1.02 or get RT working with a
newer version?  The earlies I can find is 1.09 and it is installed, but RT
still doesn't work with it... :(

(Or how stable is the 2.1 fork?)

Thanks!

Dan

--
Dan MacDonald
Network Engineer
UCF Institute of Simulation and Training
407-882-2216




From darren at boston.com  Fri Jul 12 14:09:56 2002
From: darren at boston.com (darren chamberlain)
Date: Fri, 12 Jul 2002 14:09:56 -0400
Subject: [rt-users] (no subject)
In-Reply-To: <DC36C1DDC3CED211862E006008A361BE020E81B7@ntmail.ist.ucf.edu>
References: <DC36C1DDC3CED211862E006008A361BE020E81B7@ntmail.ist.ucf.edu>
Message-ID: <20020712180956.GH21448@boston.com>

* Macdonald, Dan <dmacdona at ist.ucf.edu> [2002-07-12 14:04]:
> Does anyone know either where I can get Mason 1.02 or get RT working
> with a newer version?  The earlies I can find is 1.09 and it is
> installed, but RT still doesn't work with it... :(

CPAN seems to have as far back as 0.7, including 1.02; where have you
looked?  See <http://www.cpan.org/authors/id/J/JS/JSWARTZ/> for all of
them.

(darren)

-- 
People who sacrifice beauty for efficiency get what they deserve.
    -- Tom Robbins



From sean at techtarget.com  Fri Jul 12 14:50:09 2002
From: sean at techtarget.com (Sean Lutner)
Date: 12 Jul 2002 14:50:09 -0400
Subject: [rt-users] Resolve Ticket Template
In-Reply-To: <1026489692.2328.29.camel@animal>
References: <1026482349.2328.3.camel@animal>
	<003201c229ac$f05485a0$876bfd50@buffy>
	<20020712103939.12617fa4.seth@ttsg.com> <1026487237.2328.20.camel@animal>
	<1026488112.2327.26.camel@animal>  <20020712114737.3255e967.seth@ttsg.com> 
	<1026489692.2328.29.camel@animal>
Message-ID: <1026499815.2328.33.camel@animal>

Sorry for replying to myself again. It seems that the problem actually
lies in sending resolve emails to myself when I am the original
requestor of the ticket. I've just gone throw some tests with a
co-worker where he got several resovled ticket emails, and I also got
them when he was the resolver of the ticket. What's weird is that if he
creates a ticket (assigning it to himself at creation), marks it to
open, then resolves he gets the resolved email. If I do the same, I get
no email. Just thought I'd share. 

Thanks for all the help and tips with this.

Sean

On Fri, 2002-07-12 at 12:01, Sean Lutner wrote:
> After turning the log levels up to debug, I've got some more information
> in my RT logs. Here's what I'm seeing when I resolve a ticket.
> 
> RT::Transaction=HASH(0x10600f4): Checking condition OnResolve...
> RT::Transaction=HASH(0x10600f4): Matches condition OnResolve...
> now requiring RT::Action::Notify
> RT::Action::Notify=HASH(0x109bf74): To is
> sean at techtarget.comRT::Action::Notify=HASH(0x109bf74): Cc is
> RT::Action::
> Notify=HASH(0x109bf74): Bcc is
> sean at techtarget.comRT::Transaction=HASH(0x10600f4): Prepared
> NotifyAllWatchers
> RT::Action::Notify=HASH(0x109bf74): No recipients found. Not sending.
> RT::Transaction=HASH(0x10600f4): Committed NotifyAllWatchers
> 
> What I don't get in that log is why it's saying no recipients found. Not
> sending, when it has both a To and a BCC. Now it looks to me like there
> is not a problem with the template but somehere else.
> 
> On Fri, 2002-07-12 at 11:47, Seth wrote:
> > On 12 Jul 2002 11:35:08 -0400
> > Sean Lutner <sean at techtarget.com> wrote:
> > 
> > 
> > > Yet when I resolve a ticket, no mail gets sent. I see no errors anywhere
> > > to indicate what the problem is. Is there a way I can get soe more
> > > verbose debugging from RT?
> > 
> > in your config.pm under the logging section.
> > $LogToScreen = 'debug';
> > $LogToFile = 'debug';
> > 
> > also up by the top of the file set the line
> > $LogDir = "/var/log/rt";
> > to where ever you want it to log to.
> > 
> > when these are set to debug you can see a log of what is going on. If you need to see more you can just add lines into the code such as the following (I used this line to debug my external user lookup)
> > 
> > $RT::Logger->debug("LookupExternalUserInfo: Entered with:\n",
> >                      "\tName         = $params{'Name'}\n",
> >                      "\tEmailAddress = $params{'EmailAddress'}\n",
> >                      "\tRealName     = $params{'RealName'}\n",
> >                      "\tFound        = $FoundInExternalDatabase\n")
> > 
> > but you can use the $RT::Logger->debug() anyware in RT and see what vars are set to etc.
> > 
> > -seth
> >  
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> -- 
> Sean Lutner
> Senior Systems & Network Administrator
> TechTarget, Inc.
> 117 Kendrick St, Suite 800
> Needham, MA 02494
> P:  781-657-1337
> F:  781-657-1100
> E:  sean at techtarget.com W: http://www.techtarget.com
> 
> "Imagination is more important than knowledge." -- Albert Einstein
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
-- 
Sean Lutner
Senior Systems & Network Administrator
TechTarget, Inc.
117 Kendrick St, Suite 800
Needham, MA 02494
P:  781-657-1337
F:  781-657-1100
E:  sean at techtarget.com W: http://www.techtarget.com

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




From KFerguso at chi.navtech.com  Fri Jul 12 15:17:56 2002
From: KFerguso at chi.navtech.com (Ferguson, Kevin)
Date: Fri, 12 Jul 2002 14:17:56 -0500
Subject: [rt-users] MIME parsing not recursive?
Message-ID: <91468650040FD411A51100104B63E23102E281EE@postman.chi.navtech.com>

> -----Original Message-----
> From: Smylers [mailto:smylers at gbdirect.co.uk]
> Sent: Friday, July 12, 2002 9:46 AM
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] MIME parsing not recursive?
>
...snip... 
> 
> I think we've encountered another 'RT' limit with nested mime parts.
> I'm not completed sure yet[*0], but it's possibly something like this:
> 
>   * If somebody sends an attachment the mail has a media type of
>     multipart/mixed, the first part of which is text/plain and gets
>     forwarded in templates as {$Transaction->Content()}.
> 
>   * If somebody sends plain and HTML mail then the media type is
>     multipart/alternative, the text/plain part of which gets forwarded
>     in {$Transaction->Content()}.
> 
>   * If somebody has the temerity to do both of the above then the mail
>     has a media type of multipart/mixed, the first part of which has a
>     media type of multipart/alternative, which in turn contains the
>     actual message.  {$Transaction->Content()} is empty, so the
>     forwarded mail appears to be messageless.

Actually, this last combination of events works on my system.
Unfortunately, everyone's desktop is Windoze and a lot of them 
like to send html mail along with plain text.  I'm looking at a
ticket right now that matches your description.  The plain text
diplsys just fine in the history section.  Along the right-hand 
border, I see a link to Download (untitled) 423b, which is the 
plain text, a link to Download (untitled) 1.1Kb, which is the 
html text, and a link for the attached word doc 75Kb.  Selecting
the first two links and viewing the source does show that these
are the alternative parts.

Anyway, FWIW...

kevin




From dredd at megacity.org  Fri Jul 12 15:59:27 2002
From: dredd at megacity.org (Derek J. Balling)
Date: Fri, 12 Jul 2002 15:59:27 -0400
Subject: [rt-users] Bulk User Creation Tool
Message-ID: <p05200143b954e51f1d3c@[192.168.123.170]>

Has anyone come up with a nice bulk user creation tool for RT2? We 
had RT1 installed here (briefly) and rtadmin had the getpwent 
feature, but the version we had that didn't work (which is what led 
us to toss the Debian webrt package and get something current in the 
first place).  Checking rtadmin on rt2, though, doesn't seem to show 
a similar feature.

Has anyone written something that will parse, say, /etc/passwd and 
/etc/shadow to bulk-create a bunch of RT accounts with a default set 
of permissions?

D

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



From Sam.Howard at GMxTechnologies.com  Fri Jul 12 17:18:07 2002
From: Sam.Howard at GMxTechnologies.com (Samuel P Howard)
Date: Fri, 12 Jul 2002 17:18:07 -0400
Subject: [rt-users] Mail problem to AdminCC's on new ticket create
References: <1026482349.2328.3.camel@animal><003201c229ac$f05485a0$876bfd50@buffy><20020712103939.12617fa4.seth@ttsg.com><1026487237.2328.20.camel@animal><1026488112.2327.26.camel@animal> <20020712114737.3255e967.seth@ttsg.com>
Message-ID: <049601c229e9$a26df870$571a109b@trcinc.com>

Hi.

I have our Helpdesk queue as our default queue, and have defined 3 AdminCc's as
watchers to the queue.  I have defined a scrip for this queue:

  OnCreate NotifyAdminCcs with template AdminCorrespondence

When we create a ticket, the requestor gets notified (that scrip works OK), but the
e-mail to the AdminCc fails with:

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

The original message was received at Fri, 12 Jul 2002 17:02:16 -0400
from sam at localhost

   ----- The following addresses had permanent fatal errors -----
'AdminCc of GMx Ticket #130':;

   ----- Transcript of session follows -----
553 5.1.3 'AdminCc of GMx Ticket #130':;... List:; syntax illegal for recipient
addresses



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


Return-Path: <sam>
Received: (from sam at localhost)
by mailserver.company.com
Fri, 12 Jul 2002 17:02:16 -0400
Date: Fri, 12 Jul 2002 17:02:16 -0400
X-RT-Loop-Prevention: GMx
Message-Id: <rt-130-1191.12.786979878262 at GMx>
Subject: [GMx #130] test
In-Reply-To: <rt-130 at GMx>
Managed-BY: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/)
From: "Sam Howard via RT" <support at GMxTechnologies.com>
RT-Ticket: GMx #130
Reply-To: support at GMxTechnologies.com
X-Mailer: Perl5 Mail::Internet v1.40
Precedence: bulk
RT-Originator: Sam.Howard at GMxTechnologies.com
To: "'AdminCc of GMx Ticket #130'":;
Sender: "Samuel P. Howard" <sam at gmxtechnologies.com>

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

It looks like it is not creating the list of e-mail addresses in the AdminCc list
properly... ???

Any ideas?

Debian (woody), intel, RT 2.0.13, postgres, sendmail (current woody distro version)

Thanks,
Sam




From pdh at snapgear.com  Sat Jul 13 08:43:40 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Sat, 13 Jul 2002 22:43:40 +1000
Subject: [rt-users] Yes, the same session problem
In-Reply-To: <Pine.LNX.4.44.0207120913470.26973-100000@altair.kickinit.net>
References: <Pine.LNX.4.44.0207120913470.26973-100000@altair.kickinit.net>
Message-ID: <20020713124340.GA41807@dorfl.internal.moreton.com.au>

Branden R. Williams wrote:
> [Fri Jul 12 08:46:08 2002] [error] RT Couldn't write to session directory 
> '/usr/local/rt2/WebRT/sessiondata'. Check that this directory's 
> permissions are correct. at /usr/local/rt2/bin/webmux.pl line 152.

Assuming it's nothing silly like a full filesystem, try a "chmod 777"
on that dir as a test. If it succeeds, look in there and see if any
files have been created by somebody who is not nobody.

Don't forget to put it back to 770 afterwards though. :)



From pdh at snapgear.com  Sat Jul 13 08:47:41 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Sat, 13 Jul 2002 22:47:41 +1000
Subject: [rt-users] Mail problem to AdminCC's on new ticket create
In-Reply-To: <049601c229e9$a26df870$571a109b@trcinc.com>
References: <20020712114737.3255e967.seth@ttsg.com> <049601c229e9$a26df870$571a109b@trcinc.com>
Message-ID: <20020713124741.GB41807@dorfl.internal.moreton.com.au>

Samuel P Howard wrote:
>    ----- Transcript of session follows -----
> 553 5.1.3 'AdminCc of GMx Ticket #130':;... List:; syntax illegal for recipient
> addresses

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

$UseFriendlyToLine = undef;



Despite the fact that this is very well commented in config.pm,
maybe the FAQ maintainers would like to add it to RT/FM?

(And for the record, Jesse has changed the default to off in 2.0.14.)




From brw at brw.net  Sat Jul 13 09:07:12 2002
From: brw at brw.net (Branden R. Williams)
Date: Sat, 13 Jul 2002 08:07:12 -0500 (CDT)
Subject: [rt-users] Yes, the same session problem
In-Reply-To: <20020713124340.GA41807@dorfl.internal.moreton.com.au>
Message-ID: <Pine.LNX.4.44.0207130806320.26973-100000@altair.kickinit.net>

On Sat, 13 Jul 2002, Phil Homewood wrote:

> Branden R. Williams wrote:
> > [Fri Jul 12 08:46:08 2002] [error] RT Couldn't write to session directory 
> > '/usr/local/rt2/WebRT/sessiondata'. Check that this directory's 
> > permissions are correct. at /usr/local/rt2/bin/webmux.pl line 152.
> 
> Assuming it's nothing silly like a full filesystem, try a "chmod 777"
> on that dir as a test. If it succeeds, look in there and see if any
> files have been created by somebody who is not nobody.

I tried that and even put the session dir in /tmp and it gave me the same 
error.  There are always those files written and owned by nobody/nobody. 

Fair Winds and Following Seas,

Branden R. Williams, CISSP <brw at brw.net>
http://www.brw.net/
"My mind flows like the wind, my soul becomes the rain,
 My imagination the storm."
--
Public Key ID: 0x34AE58E0 | PGP Keyserver: pgp.mit.edu
Public Key Fingerprint: 5C0B 2526 7519 6C2E F844  DF26 8793 594B 34AE 58E0




From greg at fqdn.com  Sat Jul 13 11:00:02 2002
From: greg at fqdn.com (greg at fqdn.com)
Date: Sat, 13 Jul 2002 10:00:02 -0500 (UTC/GMT)
Subject: [rt-users] Global symbol "$m" requires explicit package name at
In-Reply-To: <20020711112232.F12107@backmaster.cdsnet.net> from "Jaye Mathisen" at Jul 11, 2002 11:22:32 AM
Message-ID: <20020713150002.6589D34183EB@nova.fqdn.com>

It was 1.11,  I rolled it back now I get a slightly different error.  
I'll continue to adjust versions and we'll see what happens.

Today is my 'computer time' day.  8)

take care and thanks,
greg


fyi the error now is simular to:

[root at vortex root]# /usr/local/apache/bin/apachectl start
Variable "$m" is not imported at /usr/local/rt/bin/webmux.pl line 94.
[Sat Jul 13 10:56:43 2002] [error] Global symbol "$m" requires explicit package name at /usr/local/rt
/bin/webmux.pl line 94.
Compilation failed in require at (eval 6) line 1.

Syntax error on line 344 of /usr/local/apache/conf/httpd.conf:
Global symbol "$m" requires explicit package name at /usr/local/rt/bin/webmux.pl line 94.
Compilation failed in require at (eval 6) line 1.

/usr/local/apache/bin/apachectl start: httpd could not be started
[root at vortex root]#

thanks again,  have a great BBQn' weekend!

greg




> 
> What ver of mason?  if 1.10, drop back to 1.05
> 
> On Thu, Jul 11, 2002 at 06:13:33PM +0000, greg at fqdn.com wrote:
> > Hello,  on tue 23 apr 2002 Frederic Gobin
> > asked about this same issue.  His letter had a subject of
> > "[rt-devel] Can't start Apache after installing RT 2.0.13"
> > 
> > in any event when I start apache I see out put simular to:
> > 
> > 
> >     Variable "$m" is not imported at /usr/local/rt2/bin/webmux.pl line 94.
> >     [Mon Apr 22 15:37:27 2002] [error] Global symbol "$m" requires 
> > explicit package name at /usr/local/rt2/bin/webmux.pl line 94.
> >     Compilation failed in require at (eval 1) line 1.
> > 
> >     Syntax error on line 587 of /usr/local/apache/conf/httpd.conf:
> >     Global symbol "$m" requires explicit package name at 
> > /usr/local/rt2/bin/webmux.pl line 94.
> >     Compilation failed in require at (eval 1) line 1.
> > 
> >     /usr/local/apache/bin/apachectl start : httpd could not be started
> > 
> > what have I not done?  All checks / modules seemed to have installed correctly,
> > I've recompiled apache with mod_perl,  installed all the mods required..
> > 
> > thnaks for any advice,
> > greg
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 




From savage at savage.za.org  Sat Jul 13 13:39:56 2002
From: savage at savage.za.org (Chris Knipe)
Date: Sat, 13 Jul 2002 19:39:56 +0200
Subject: [rt-users] setuid
Message-ID: <003101c22a94$4d8f5280$fe01a8c0@genocide>

Lo all,

Does anyone have an idea why rt-mailgate aren't able to setuid?

I know it's more than likely a error related towards my MTU or a system
related issue, but I can't seem to shake it.  I've added the rt group to
Exim's trusted users, but that also didn't seem to be able to solve the
problem.

Relevant MTU is exim-3.36 calling RT via the aliasfile driver,

The following text was generated during the delivery attempt:

------ pipe to |/usr/local/rt/bin/rt-mailgate --queue xxx --action
correspond
       generated by xxx at xxx.co.za ------

Can't do setuid

------ This is a copy of the message, including all the headers. ------

root at netsonic:/usr/local/rt/bin# ls -l /usr/local/rt/bin/
total 80
-rwxr-sr-x  1 root  rt   5140 Jul 11 23:26 mason_handler.fcgi
-rwxr-sr-x  1 root  rt   4643 Jul 11 23:26 mason_handler.scgi
-rwxr-sr-x  1 root  rt  31129 Jul 11 23:26 rt
-rwxr-sr-x  1 root  rt   9126 Jul 11 23:26 rt-mailgate
-rwxr-sr-x  1 root  rt  23833 Jul 11 23:26 rtadmin
-rwxr-xr-x  1 root  rt   4471 Jul 11 23:26 webmux.pl


Thanks in advance,

--
me





From savage at savage.za.org  Sat Jul 13 15:26:20 2002
From: savage at savage.za.org (Chris Knipe)
Date: Sat, 13 Jul 2002 21:26:20 +0200
Subject: [rt-users] Getting a little annoyed now
Message-ID: <010801c22aa3$2ac3b520$fe01a8c0@genocide>

Lo all,

This is now, about the 5th time that I am reinstalling RT.... Everytime,
something else just pops up...

When I run rt-mailgate as a non-privileged user, it cannot find various RT
modules RIGHT AFTER the make install and configuration in config.pm has been
done such as indicated in the RT documentation.

cknipe at netsonic:/home/savage$ /usr/local/rt/bin/rt-mailgate
Can't locate object method "new" via package "RT::Handle" at
/usr/local/rt/lib/RT.pm line 26.
cknipe at netsonic:/home/savage$

I've read the fine manuals, and the FAQ (frankly, I downloaded all the HTML
and have them here with me for quick reference), I cannot find any reference
to this behaviour.  And yes, I did check the permissions, everything is
perfectly just as make install installs it in my system.  As I said, this is
done straight after installing RT - no fiddling, bare bones installation....

Is there someone with a clue that can give me some help here?

--
me





From rlpowell at digitalkingdom.org  Sat Jul 13 15:40:25 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Sat, 13 Jul 2002 12:40:25 -0700
Subject: [rt-users] Getting a little annoyed now
In-Reply-To: <010801c22aa3$2ac3b520$fe01a8c0@genocide>
References: <010801c22aa3$2ac3b520$fe01a8c0@genocide>
Message-ID: <20020713194025.GD26956@chain.digitalkingdom.org>

On Sat, Jul 13, 2002 at 09:26:20PM +0200, Chris Knipe wrote:
> Is there someone with a clue that can give me some help here?

You know that you can pay for support, right?

-Robin

-- 
http://www.digitalkingdom.org/~rlpowell/ 	BTW, I'm male, honest.
le datni cu djica le nu zifre .iku'i .oi le so'e datni cu to'e te pilno
je xlali -- RLP 				http://www.lojban.org/



From savage at savage.za.org  Sat Jul 13 16:12:03 2002
From: savage at savage.za.org (Chris Knipe)
Date: Sat, 13 Jul 2002 22:12:03 +0200
Subject: [rt-users] Getting a little annoyed now
References: <010801c22aa3$2ac3b520$fe01a8c0@genocide> <20020713194025.GD26956@chain.digitalkingdom.org>
Message-ID: <013c01c22aa9$8e192f50$fe01a8c0@genocide>

Yes.

I had one look at it, and I'd rather not say what I think about it.... I
don't want to start any wars now...

US$1 = ZAR10 (Give or take a few cents).

With a bronze level support, I'm looking at US$6,000 for 4,000 tickets per
annum.  In ZAR, that's more than R60,000 for the year, costing me ZAR60 per
ticket.  In my books, this is completely bizarre.  Then, import duties and
bank charges needs to be added to the ZAR60K to get it out of SA, which will
probably end up making ZAR60K more in the region of ZAR75K. But hey, third
world countries always gets ripped off, so what's new.  I mean, a complete
decent computer, costs less than ZAR10,000... Just to give you an idea.

For ZAR60,000 I can almost buy myself a brand new car out of the box....
Now, you tell me... Are you rather going to invest the money to get a new
car, or pay someone ZAR60K for 1,000 support issues every year, that you're
probably going to use maybe three times... I mean, once a system's been
installed, there's generally very low maintenance on it, which makes me
believe that paying ZAR60K for 1000 tickets is useless, seeing that I'll
over a year maybe have 10 tickets, if even that much.  What a nice waist of
money.

I ran the old RT (2.0.9 if I remember correctly) without problems before...
Maybe I should just forget about 2.0.13 and go back to running the old
version... Save myself the grey hairs...

--
me


----- Original Message -----
From: "Robin Lee Powell" <rlpowell at digitalkingdom.org>
To: <rt-users at lists.fsck.com>
Sent: Saturday, July 13, 2002 9:40 PM
Subject: Re: [rt-users] Getting a little annoyed now


> On Sat, Jul 13, 2002 at 09:26:20PM +0200, Chris Knipe wrote:
> > Is there someone with a clue that can give me some help here?
>
> You know that you can pay for support, right?
>
> -Robin
>
> --
> http://www.digitalkingdom.org/~rlpowell/ BTW, I'm male, honest.
> le datni cu djica le nu zifre .iku'i .oi le so'e datni cu to'e te pilno
> je xlali -- RLP http://www.lojban.org/
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
>




From bruce_campbell at ripe.net  Sat Jul 13 16:15:19 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Sat, 13 Jul 2002 22:15:19 +0200 (CEST)
Subject: [rt-users] setuid
In-Reply-To: <003101c22a94$4d8f5280$fe01a8c0@genocide>
Message-ID: <Pine.LNX.4.44.0207132210260.25020-100000@x22.ripe.net>

On Sat, 13 Jul 2002, Chris Knipe wrote:

> Does anyone have an idea why rt-mailgate aren't able to setuid?
>
> I know it's more than likely a error related towards my MTU or a system

If it is related to your system's MTU size, I'll eat my normal head
covering.

Several answers in the FAQ answer your question:

	http://www.fsck.com/rtfm/search.html?LimitContent=setuid

> related issue, but I can't seem to shake it.  I've added the rt group to
> Exim's trusted users, but that also didn't seem to be able to solve the
> problem.

'trusted users' in most MTAs refers to the users that are allowed to set
the 'From' or 'Sender' address to something other than that username.
Unless exim has changed some stuff recently, I don't think it refers to
users allowed to do special things when receiving mail.

> Relevant MTU is exim-3.36 calling RT via the aliasfile driver,
>
> The following text was generated during the delivery attempt:
>
> ------ pipe to |/usr/local/rt/bin/rt-mailgate --queue xxx --action
> correspond
>        generated by xxx at xxx.co.za ------

Have you tried running rt-mailgate as the user exim tries to run it as?
This should be in group 'rt'.

> Can't do setuid

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




From savage at savage.za.org  Sat Jul 13 16:31:48 2002
From: savage at savage.za.org (Chris Knipe)
Date: Sat, 13 Jul 2002 22:31:48 +0200
Subject: [rt-users] setuid
References: <Pine.LNX.4.44.0207132210260.25020-100000@x22.ripe.net>
Message-ID: <015d01c22aac$4fe71140$fe01a8c0@genocide>

> > I know it's more than likely a error related towards my MTU or a system
>
> If it is related to your system's MTU size, I'll eat my normal head
> covering.

This was a simple spelling mistake, and was ment to be MTA.  I'm definately
not *that* stupid....

> Several answers in the FAQ answer your question:
>
> http://www.fsck.com/rtfm/search.html?LimitContent=setuid

Yes thanks, I found it a few minutes after I send the message allready -
thanks.






From bruce_campbell at ripe.net  Sat Jul 13 16:37:21 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Sat, 13 Jul 2002 22:37:21 +0200 (CEST)
Subject: [rt-users] Getting a little annoyed now
In-Reply-To: <013c01c22aa9$8e192f50$fe01a8c0@genocide>
Message-ID: <Pine.LNX.4.44.0207132217230.25020-100000@x22.ripe.net>

On Sat, 13 Jul 2002, Chris Knipe wrote:

> I had one look at it, and I'd rather not say what I think about it.... I
> don't want to start any wars now...
>
> US$1 = ZAR10 (Give or take a few cents).

Robin's point is actually more subtle than that.  The rt-users mailing
list costs you $CURRENCY_OF_CHOICE 0.00, excluding local delivery charges.

This, by extension, implies that the people answering questions on
rt-users are unpaid, and do it out of their goodness of their
$BLOOD_CIRCULATION_DEVICE, as their local time permits.

Providing $INSULTS to the list is really not the best way to receive
$ASSISTANCE->FREE on any $RT matter, especially as $DEBUG hasn't been
adequately done.  $CHILL.

To answer your original question on this topic, you probably have one of
the lib/RT directories (or somewhere on the path) still inaccessible to
the user running rt-mailgate.  This is a common problem when the RT
installation was done as root.

I'd suggest 0755 on all of the directories (root:rt), and 0440 (root:rt)
on config.pm itself.

-- 
  $NAME( "Campbell, Bruce");         $PGP( "562C8B1B" );
  $ORGANISATION( "RIPE NCC" );
  $ORGANIZATION( $ORGANISATION() );  # Work around for odd people.


> ----- Original Message -----
> From: "Robin Lee Powell" <rlpowell at digitalkingdom.org>
> > On Sat, Jul 13, 2002 at 09:26:20PM +0200, Chris Knipe wrote:
> > > Is there someone with a clue that can give me some help here?
> > You know that you can pay for support, right?
> > -Robin







From savage at savage.za.org  Sat Jul 13 16:58:36 2002
From: savage at savage.za.org (Chris Knipe)
Date: Sat, 13 Jul 2002 22:58:36 +0200
Subject: [rt-users] Getting a little annoyed now
References: <Pine.LNX.4.44.0207132217230.25020-100000@x22.ripe.net>
Message-ID: <017101c22ab0$0e81e640$fe01a8c0@genocide>

> To answer your original question on this topic, you probably have one of
> the lib/RT directories (or somewhere on the path) still inaccessible to
> the user running rt-mailgate.  This is a common problem when the RT
> installation was done as root.

Which, is what I thought aswell.  The permissions are as make install set
them.  However, I can access all the binaries fine.  I can run rt-mailgate,
rt, rt-admin, etc as any unprivlidged user no problem.  Perl cannot load
RT::Handle, which pointed me to $RTHome/lib.  I fail to see any permission
problems there however.

drwxr-xr-x   8 root    rt       512 Jul 13 20:56 /usr/local/rt

/usr/local/rt
drwxr-xr-x  5 root  rt   512 Jul 13 20:54 WebRT
drwxr-xr-x  2 root  rt   512 Jul 13 20:57 bin
drwxr-xr-x  2 root  rt   512 Jul 13 20:57 etc
drwxr-xr-x  4 root  bin  512 Jul 13 20:57 lib
drwxr-xr-x  3 root  rt   512 Jul 13 20:54 local
drwxr-xr-x  2 root  rt   512 Jul 13 21:07 log

/usr/local/rt/lib
drwxr-xr-x  5 root  bin  1024 Jul 13 20:57 RT
-rwxr-xr-x  1 root  bin  2945 Jul 13 20:57 RT.pm
drwxr-xr-x  3 root  bin   512 Jul 13 20:55 auto

/usr/local/lib/RT
<SNIPPED>
-rwxr-xr-x  1 root  bin   1007 Nov  7  2001 Handle.pm
</SNIPPED>

Now, how can other users *not* be able to read the files ?? I'm tempted to
do a ls -lR, but then I'll prob just be wrong again...

--
me






From bruce_campbell at ripe.net  Sat Jul 13 17:07:40 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Sat, 13 Jul 2002 23:07:40 +0200 (CEST)
Subject: [rt-users] Getting a little annoyed now
In-Reply-To: <017101c22ab0$0e81e640$fe01a8c0@genocide>
Message-ID: <Pine.LNX.4.44.0207132259580.25020-100000@x22.ripe.net>

On Sat, 13 Jul 2002, Chris Knipe wrote:

> rt, rt-admin, etc as any unprivlidged user no problem.  Perl cannot load
> RT::Handle, which pointed me to $RTHome/lib.  I fail to see any permission
> problems there however.

[snip ok set of permissions]

> Now, how can other users *not* be able to read the files ?? I'm tempted to

RT::Handle depends on DBIx::SearchBuilder.  As this 'use' is done inside
an eval (line 25), its possible that being unable to load SearchBuilder
might be misreported as an error in RT::Handle .

Check all files/directories below lib/DBIx ?

> do a ls -lR, but then I'll prob just be wrong again...

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




From savage at savage.za.org  Sat Jul 13 17:28:19 2002
From: savage at savage.za.org (Chris Knipe)
Date: Sat, 13 Jul 2002 23:28:19 +0200
Subject: [rt-users] Getting a little annoyed now
References: <Pine.LNX.4.44.0207132259580.25020-100000@x22.ripe.net>
Message-ID: <019801c22ab4$358f2a50$fe01a8c0@genocide>

> > Now, how can other users *not* be able to read the files ?? I'm tempted
to
>
> RT::Handle depends on DBIx::SearchBuilder.  As this 'use' is done inside
> an eval (line 25), its possible that being unable to load SearchBuilder
> might be misreported as an error in RT::Handle .
>
> Check all files/directories below lib/DBIx ?

I did originally have a problem with DBIx, I fixed it, and reinstalled RT
(as in, rm -rf /usr/local/rt, make dropdb, and recompile / install).

The permissions are right, everyone's got read access to it:

root at netsonic:/usr/local/lib/perl5/site_perl/5.005# pwd
/usr/local/lib/perl5/site_perl/5.005
root at netsonic:/usr/local/lib/perl5/site_perl/5.005# ls -lR DBIx
total 30
drwxr-xr-x  2 root  wheel    512 Jul  8 02:11 DataSource
-r--r--r--  1 root  wheel   2396 Sep 25  2000 DataSource.pm
drwxr-xr-x  4 root  wheel    512 Jul  8 02:12 SearchBuilder
-r--r--r--  1 root  wheel  24819 May  2 10:07 SearchBuilder.pm

DBIx/DataSource:
total 7
-r--r--r--  1 root  wheel  2447 Sep 25  2000 Driver.pm
-r--r--r--  1 root  wheel  1821 Sep 25  2000 Pg.pm
-r--r--r--  1 root  wheel  1827 Sep 25  2000 mysql.pm

DBIx/SearchBuilder:
total 33
drwxr-xr-x  2 root  wheel    512 Jul  8 02:12 Handle
-r--r--r--  1 root  wheel   8845 May  2 10:07 Handle.pm
drwxr-xr-x  2 root  wheel    512 Jul  8 02:12 Record
-r--r--r--  1 root  wheel  21676 May  2 10:07 Record.pm

DBIx/SearchBuilder/Handle:
total 7
-r--r--r--  1 root  wheel  2371 May  2 10:07 Oracle.pm
-r--r--r--  1 root  wheel  1683 May  2 10:07 Pg.pm
-r--r--r--  1 root  wheel  1479 May  2 10:07 mysql.pm

DBIx/SearchBuilder/Record:
total 7
-r--r--r--  1 root  wheel  7104 May  2 10:07 Cachable.pm
root at netsonic:/usr/local/lib/perl5/site_perl/5.005#

*screams&moans&kicks&mumbles&stuff*

--
me





From rlpowell at digitalkingdom.org  Sat Jul 13 17:32:48 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Sat, 13 Jul 2002 14:32:48 -0700
Subject: [rt-users] Getting a little annoyed now
In-Reply-To: <019801c22ab4$358f2a50$fe01a8c0@genocide>
References: <Pine.LNX.4.44.0207132259580.25020-100000@x22.ripe.net> <019801c22ab4$358f2a50$fe01a8c0@genocide>
Message-ID: <20020713213248.GB28163@chain.digitalkingdom.org>

On Sat, Jul 13, 2002 at 11:28:19PM +0200, Chris Knipe wrote:
> > > Now, how can other users *not* be able to read the files ?? I'm tempted
> to
> >
> > RT::Handle depends on DBIx::SearchBuilder.  As this 'use' is done inside
> > an eval (line 25), its possible that being unable to load SearchBuilder
> > might be misreported as an error in RT::Handle .
> >
> > Check all files/directories below lib/DBIx ?
> 
> I did originally have a problem with DBIx, I fixed it, and reinstalled RT
> (as in, rm -rf /usr/local/rt, make dropdb, and recompile / install).
> 
> The permissions are right, everyone's got read access to it:

This may not be your style, but when I'm worried that permissions might
by a problem with something, I set everything to 777 and test that way.

-Robin

-- 
http://www.digitalkingdom.org/~rlpowell/ 	BTW, I'm male, honest.
le datni cu djica le nu zifre .iku'i .oi le so'e datni cu to'e te pilno
je xlali -- RLP 				http://www.lojban.org/



From rt at netthink.co.uk  Sat Jul 13 17:48:03 2002
From: rt at netthink.co.uk (Simon Cozens)
Date: Sat, 13 Jul 2002 22:48:03 +0100
Subject: [rt-users] Getting a little annoyed now
In-Reply-To: <013c01c22aa9$8e192f50$fe01a8c0@genocide>
References: <010801c22aa3$2ac3b520$fe01a8c0@genocide> <20020713194025.GD26956@chain.digitalkingdom.org> <013c01c22aa9$8e192f50$fe01a8c0@genocide>
Message-ID: <20020713214803.GB13974@netthink.co.uk>

Chris Knipe:
> With a bronze level support, I'm looking at US$6,000 for 4,000 tickets per
> annum.  In ZAR, that's more than R60,000 for the year, costing me ZAR60 per
> ticket.  In my books, this is completely bizarre. 

Tell me, have you seen figures for support contracts for equivalent
commercialware? They'll make your hair turn grey *immediately*.
Oh, *and* you have to pay for the software. At least RT gives you a head
start...

-- 
"Having just ordered 40 books and discovered I have no change out of a grand, 
I'm thinking of getting a posse together and going after some publishers. I'd 
walk into a petrol station and buy lots of petrol on Monday, too, but I think 
I'd get funny looks. More funny looks." - Mark Dickerson



From savage at savage.za.org  Sat Jul 13 18:00:44 2002
From: savage at savage.za.org (Chris Knipe)
Date: Sun, 14 Jul 2002 00:00:44 +0200
Subject: [rt-users] Getting a little annoyed now
References: <010801c22aa3$2ac3b520$fe01a8c0@genocide> <20020713194025.GD26956@chain.digitalkingdom.org> <013c01c22aa9$8e192f50$fe01a8c0@genocide> <20020713214803.GB13974@netthink.co.uk>
Message-ID: <01eb01c22ab8$bc8ea810$fe01a8c0@genocide>

> Chris Knipe:
> > With a bronze level support, I'm looking at US$6,000 for 4,000 tickets
per
> > annum.  In ZAR, that's more than R60,000 for the year, costing me ZAR60
per
> > ticket.  In my books, this is completely bizarre.
>
> Tell me, have you seen figures for support contracts for equivalent
> commercialware? They'll make your hair turn grey *immediately*.
> Oh, *and* you have to pay for the software. At least RT gives you a head
> start...
>

All I'm merely saying, is that I can't afford it, and that 1,000 tickets a
year is a tad overkill for 6K.  Hell, that's more than 3 tickets / day to be
able to utilise all 1,000.

Anways, I don't want to start a war on this...

--
me





From savage at savage.za.org  Sat Jul 13 18:23:08 2002
From: savage at savage.za.org (Chris Knipe)
Date: Sun, 14 Jul 2002 00:23:08 +0200
Subject: [rt-users] Getting a little annoyed now
References: <Pine.LNX.4.44.0207132217230.25020-100000@x22.ripe.net> <017101c22ab0$0e81e640$fe01a8c0@genocide>
Message-ID: <024201c22abb$dd807730$fe01a8c0@genocide>

FINALLY!

Progress.  I did a small little scan through all my perl include dirs, and I
found quite a few modules that are not readable by everyone. (Some required
modules by RT had one or two non-readable files, such as
x/auto/i386-bsd/auto/HTML/blah/blah)...

Based on multiple .pm depending on various others, this is more than likely
my problem.

After resetting and fixing all the permissions of all the files everyone
could not read, my problem vanished.  I'm not sure if perl can do this, I
had a look just now, I couldn't see a option for it... but,

If possible, won't it be advisable to perhaps add debug in a fashion that
perl reports more error information on pm files as well?  I.e. show me which
use / require failed to load - even if it is used in another perl module??
(If this even makes sense).

Right, now, all my permissions for perl are sorted out.  ls -lR | less and a
/--- indicated that there are *no* files that are not readable by everyone.
As such, RT now finds all the relevant required files that perl needs, and
they are all happy.

And.... IT WORKS! *eg*

Thank you everyone for helping, and sorry if my annoyance led to ignorance
or, if I was a bit grumpy... I've been battling at this the last 2 days now
:(

SO... To sum up... The problem was related towards NON RELAVENT (directly by
RT in any case) perl modules that did not have proper permissions... Wow..
How's this one for a head scratcher...


bye!



--
me


----- Original Message -----
From: "Chris Knipe" <savage at savage.za.org>
To: "Bruce Campbell" <bruce_campbell at ripe.net>; <rt-users at lists.fsck.com>
Sent: Saturday, July 13, 2002 10:58 PM
Subject: Re: [rt-users] Getting a little annoyed now


> > To answer your original question on this topic, you probably have one of
> > the lib/RT directories (or somewhere on the path) still inaccessible to
> > the user running rt-mailgate.  This is a common problem when the RT
> > installation was done as root.
>
> Which, is what I thought aswell.  The permissions are as make install set
> them.  However, I can access all the binaries fine.  I can run
rt-mailgate,
> rt, rt-admin, etc as any unprivlidged user no problem.  Perl cannot load
> RT::Handle, which pointed me to $RTHome/lib.  I fail to see any permission
> problems there however.
>
> drwxr-xr-x   8 root    rt       512 Jul 13 20:56 /usr/local/rt
>
> /usr/local/rt
> drwxr-xr-x  5 root  rt   512 Jul 13 20:54 WebRT
> drwxr-xr-x  2 root  rt   512 Jul 13 20:57 bin
> drwxr-xr-x  2 root  rt   512 Jul 13 20:57 etc
> drwxr-xr-x  4 root  bin  512 Jul 13 20:57 lib
> drwxr-xr-x  3 root  rt   512 Jul 13 20:54 local
> drwxr-xr-x  2 root  rt   512 Jul 13 21:07 log
>
> /usr/local/rt/lib
> drwxr-xr-x  5 root  bin  1024 Jul 13 20:57 RT
> -rwxr-xr-x  1 root  bin  2945 Jul 13 20:57 RT.pm
> drwxr-xr-x  3 root  bin   512 Jul 13 20:55 auto
>
> /usr/local/lib/RT
> <SNIPPED>
> -rwxr-xr-x  1 root  bin   1007 Nov  7  2001 Handle.pm
> </SNIPPED>
>
> Now, how can other users *not* be able to read the files ?? I'm tempted to
> do a ls -lR, but then I'll prob just be wrong again...
>
> --
> me
>
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
>




From mwatson at netspace.net.au  Sun Jul 14 19:16:17 2002
From: mwatson at netspace.net.au (Mat)
Date: Mon, 15 Jul 2002 09:16:17 +1000
Subject: [rt-users] Getting a little annoyed now
In-Reply-To: <013c01c22aa9$8e192f50$fe01a8c0@genocide>
Message-ID: <IAECIBNIPGKFNINKNHNNIEAMDGAA.mwatson@netspace.net.au>

I could be wrong, but I always thought the 1000 tickets was the size
of your database, not the number of support calls.??

Mat.


> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Chris Knipe
> Sent: Sunday, 14 July 2002 6:12 AM
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Getting a little annoyed now
>
>
> Yes.
>
> I had one look at it, and I'd rather not say what I think about it.... I
> don't want to start any wars now...
>
> US$1 = ZAR10 (Give or take a few cents).
>
> With a bronze level support, I'm looking at US$6,000 for 4,000 tickets per
> annum.  In ZAR, that's more than R60,000 for the year, costing me
> ZAR60 per
> ticket.  In my books, this is completely bizarre.  Then, import duties and
> bank charges needs to be added to the ZAR60K to get it out of SA,
> which will
> probably end up making ZAR60K more in the region of ZAR75K. But hey, third
> world countries always gets ripped off, so what's new.  I mean, a complete
> decent computer, costs less than ZAR10,000... Just to give you an idea.
>
> For ZAR60,000 I can almost buy myself a brand new car out of the box....
> Now, you tell me... Are you rather going to invest the money to get a new
> car, or pay someone ZAR60K for 1,000 support issues every year,
> that you're
> probably going to use maybe three times... I mean, once a system's been
> installed, there's generally very low maintenance on it, which makes me
> believe that paying ZAR60K for 1000 tickets is useless, seeing that I'll
> over a year maybe have 10 tickets, if even that much.  What a
> nice waist of
> money.
>
> I ran the old RT (2.0.9 if I remember correctly) without problems
> before...
> Maybe I should just forget about 2.0.13 and go back to running the old
> version... Save myself the grey hairs...
>
> --
> me
>
>
> ----- Original Message -----
> From: "Robin Lee Powell" <rlpowell at digitalkingdom.org>
> To: <rt-users at lists.fsck.com>
> Sent: Saturday, July 13, 2002 9:40 PM
> Subject: Re: [rt-users] Getting a little annoyed now
>
>
> > On Sat, Jul 13, 2002 at 09:26:20PM +0200, Chris Knipe wrote:
> > > Is there someone with a clue that can give me some help here?
> >
> > You know that you can pay for support, right?
> >
> > -Robin
> >
> > --
> > http://www.digitalkingdom.org/~rlpowell/ BTW, I'm male, honest.
> > le datni cu djica le nu zifre .iku'i .oi le so'e datni cu to'e te pilno
> > je xlali -- RLP http://www.lojban.org/
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> >
> >
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> ---
> Incoming mail is certified Virus Free.
> Checked by AVG anti-virus system (http://www.grisoft.com).
> Version: 6.0.373 / Virus Database: 208 - Release Date: 1/07/2002
>
---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.373 / Virus Database: 208 - Release Date: 1/07/2002




From hwagener at hamburg.fcb.com  Mon Jul 15 03:52:33 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Mon, 15 Jul 2002 09:52:33 +0200
Subject: [rt-users] Problems with authentication
References: <060b01c229ca$fd1cc950$431cebcd@sv.intercomnetl.net>
Message-ID: <3D327F41.72C939CE@hamburg.fcb.com>

> Jorge Valdes wrote:
> 
> Hi all,
[snip]
> When I point my browser to the site, I get the Login page, but when I input
> the username/password (root/xxxx) I get the same page with the fields
> blank!!  If I add the user/pass fields on the URL, I log in as root, but
> cannot create/modify anything.  What gives??

The 'root' of RT is not the 'root of the underlying unix system. The initial
password for RT's 'root' user is 'password'

Regards,
	Harald


-- 
Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com
-------------- next part --------------
A non-text attachment was scrubbed...
Name: hwagener.vcf
Type: text/x-vcard
Size: 202 bytes
Desc: Card for Harald Wagener
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020715/183c91bf/attachment.vcf>

From teo.dehesselle at uts.edu.au  Mon Jul 15 04:29:29 2002
From: teo.dehesselle at uts.edu.au (Teo de Hesselle)
Date: Mon, 15 Jul 2002 18:29:29 +1000
Subject: [rt-users] Database size limit
Message-ID: <20020715082929.GM1400@dwarf.itd.uts.edu.au>

Okay... I've hit the 4gb size limit... any recommendations?

We're running Solaris 8/Sparc, so it's not a filesystem thing...

-- 
Teo de Hesselle,                               Diplomacy is the art of saying  
                                                       "nice doggy" until you 
Unix Systems Administrator,                                   can find a rock.
University of Technology, Sydney.            



From dan at tellurian.com.au  Mon Jul 15 05:03:18 2002
From: dan at tellurian.com.au (Dan Shearer)
Date: Mon, 15 Jul 2002 18:33:18 +0930 (CST)
Subject: [rt-users] Database size limit
In-Reply-To: <20020715082929.GM1400@dwarf.itd.uts.edu.au>
Message-ID: <Pine.LNX.4.21.0207151832180.22256-100000@calulu.shearer.org>

On Mon, 15 Jul 2002, Teo de Hesselle wrote:

> Okay... I've hit the 4gb size limit... any recommendations?
> 
> We're running Solaris 8/Sparc, so it's not a filesystem thing...

What database? How many tickets?

--
Dan Shearer
Open Source Manager
Mob: +61 411 49 1800
Tel: +61 8 8130 3104
dan at tellurian.com.au




From smylers at gbdirect.co.uk  Mon Jul 15 06:03:04 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Mon, 15 Jul 2002 11:03:04 +0100 (BST)
Subject: R: [rt-users] MIME parsing not recursive?
In-Reply-To: <91468650040FD411A51100104B63E23102E281EE@postman.chi.navtech.com>
Message-ID: <Pine.LNX.4.44.0207151058540.7589-100000@tiger.gbdirect.co.uk>

On Friday Ferguson, Kevin wrote:

> > From: Smylers [mailto:smylers at gbdirect.co.uk]
> >
> >   * ... the mail has a media type of multipart/mixed, the first part
> >   of which has a media type of multipart/alternative, which in turn
> >   contains the actual message.  {$Transaction->Content()} is empty,
> >   so the forwarded mail appears to be messageless.
>
> Actually, this last combination of events works on my system.  ...
> The plain text diplsys just fine in the history section.  Along the
> right-hand border, I see a link to Download (untitled) 423b, which is
> the plain text, a link to Download (untitled) 1.1Kb, which is the html
> text, and a link for the attached word doc 75Kb.

Yes, I also get that: the plain text part is displayed fine in the
history section.  However, it _isn't_ included in messages sent out by
scrips activated by the arrival of such a mail.

Watchers receive mail with an apparently blank message content, but if
they go to the URL for the ticket they can see what the message should
have been.  (That however relies on the watchers realizing what has
happened, and not merely dismissing the message to them as spam.)

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




From neil.bingham at pace.co.uk  Mon Jul 15 10:34:20 2002
From: neil.bingham at pace.co.uk (Neil Bingham)
Date: Mon, 15 Jul 2002 15:34:20 +0100
Subject: [rt-users] Installing on Redhat 7.2
Message-ID: <54045BFDAD47D5118A850002A5095CC30127A5F8@exchange1.cam.pace.co.uk>

Hi,

> > > > I've been trying to install RT on Redhat Linux running 
> > > > Apache 1.3.23 without success.

<snip>

After a week on holiday, and some other useful posts on this list I now have
an installed combination that doesn't give the Mason errors.  Turns out
Mason 1.02 and RT 2-0-13 work for me.  Hohum.

However I am now getting Internal Server Errors.  The Apache error log
gives:

[Mon Jul 15 15:25:12 2002] [error] Connect Failed Can't connect to local
MySQL server through socket '/tmp/mysql.sock' (2)
 at /usr/local/rt2/lib/RT.pm line 27

I can connect to the database using the mysql binary and the rt2 username
and password.  The config file has the correct username and password
specified (and apache has been stopped and restarted).

I am pretty confidant there isn't a general MySQL problem as we are running
Bugzilla on this server too.

RT is unfortunately not writing logs to /tmp as per the config file.  The RT
FAQ seems rather empty on this subject...

TIA,

Neil.





From john at frumious.unidec.co.uk  Mon Jul 15 10:57:20 2002
From: john at frumious.unidec.co.uk (dr john halewood)
Date: Mon, 15 Jul 2002 15:57:20 +0100
Subject: [rt-users] Installing on Redhat 7.2
In-Reply-To: <54045BFDAD47D5118A850002A5095CC30127A5F8@exchange1.cam.pace.co.uk>
References: <54045BFDAD47D5118A850002A5095CC30127A5F8@exchange1.cam.pace.co.uk>
Message-ID: <200207151457.g6FEvLgp026671@frumious.unidec.co.uk>

On Monday 15 July 2002 3:34 pm, Neil Bingham wrote:
> [Mon Jul 15 15:25:12 2002] [error] Connect Failed Can't connect to local
> MySQL server through socket '/tmp/mysql.sock' (2)
>  at /usr/local/rt2/lib/RT.pm line 27

hmm...
  I'd be rather suprised to find the mysql socket in /tmp. Something like 
/var/lib/mysql/mysql.sock is far more likely. Check the setting in 
/etc/my.conf, which should be something like
[mysqld]
socket=/var/lib/mysql/mysql.sock

Then check that your perl modules are pointing to the same place.

cheers
john



From hwagener at hamburg.fcb.com  Mon Jul 15 11:10:47 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Mon, 15 Jul 2002 17:10:47 +0200
Subject: [rt-users] Installing on Redhat 7.2
References: <54045BFDAD47D5118A850002A5095CC30127A5F8@exchange1.cam.pace.co.uk>
Message-ID: <3D32E5F7.D2852B30@hamburg.fcb.com>

Neil Bingham wrote:
> 
> Hi,
> 
> > > > > I've been trying to install RT on Redhat Linux running
> > > > > Apache 1.3.23 without success.
> 
> <snip>
> 
> After a week on holiday, and some other useful posts on this list I now have
> an installed combination that doesn't give the Mason errors.  Turns out
> Mason 1.02 and RT 2-0-13 work for me.  Hohum.
> 
> However I am now getting Internal Server Errors.  The Apache error log
> gives:
> 
> [Mon Jul 15 15:25:12 2002] [error] Connect Failed Can't connect to local
> MySQL server through socket '/tmp/mysql.sock' (2)
>  at /usr/local/rt2/lib/RT.pm line 27
> 
> I can connect to the database using the mysql binary and the rt2 username
> and password.  The config file has the correct username and password
> specified (and apache has been stopped and restarted).
> 
> I am pretty confidant there isn't a general MySQL problem as we are running
> Bugzilla on this server too.
> 
> RT is unfortunately not writing logs to /tmp as per the config file.  The RT
> FAQ seems rather empty on this subject...
> 
> TIA,
> 
> Neil.

Hello Neil,
in the mysql configuration you can look up where MySQL is creating it's local
communications socket. This is either /tmp/mysql.sock  or
/var/lib/mysql/mysql.sock or something around that. 

You can easily fix this by either fixing Your mysql setup, or simply create a
link from the real location to /tmp/mysql.sock.

The reason this is not in the RT FAQ is that this really is  a MySQL problem.

Regards,
	Harald

-- 
Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com
-------------- next part --------------
A non-text attachment was scrubbed...
Name: hwagener.vcf
Type: text/x-vcard
Size: 202 bytes
Desc: Card for Harald Wagener
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020715/9bcb9477/attachment.vcf>

From neil.bingham at pace.co.uk  Mon Jul 15 11:11:39 2002
From: neil.bingham at pace.co.uk (Neil Bingham)
Date: Mon, 15 Jul 2002 16:11:39 +0100
Subject: [rt-users] Installing on Redhat 7.2
Message-ID: <54045BFDAD47D5118A850002A5095CC30127A5F9@exchange1.cam.pace.co.uk>

> On Monday 15 July 2002 3:34 pm, Neil Bingham wrote:
> > [Mon Jul 15 15:25:12 2002] [error] Connect Failed Can't 
> connect to local
> > MySQL server through socket '/tmp/mysql.sock' (2)
> >  at /usr/local/rt2/lib/RT.pm line 27
> 
> hmm...
>   I'd be rather suprised to find the mysql socket in /tmp. 
> Something like 
> /var/lib/mysql/mysql.sock is far more likely. Check the setting in 
> /etc/my.conf, which should be something like
> [mysqld]
> socket=/var/lib/mysql/mysql.sock
> 
> Then check that your perl modules are pointing to the same place.

You're right.  MySQL is configured to use /var/lib/mysql/mysql.sock.

Just symlinking /tmp/mysql.sock to that file makes it work.  I've grep'd
down through all the RT source and can't find a reference to /tmp/mysql.sock

Searching the /usr/lib/perl5 doesn't produce a match either.

Strange.

Neil.



From darren at boston.com  Mon Jul 15 11:33:30 2002
From: darren at boston.com (darren chamberlain)
Date: Mon, 15 Jul 2002 11:33:30 -0400
Subject: [rt-users] Installing on Redhat 7.2
In-Reply-To: <54045BFDAD47D5118A850002A5095CC30127A5F9@exchange1.cam.pace.co.uk>
References: <54045BFDAD47D5118A850002A5095CC30127A5F9@exchange1.cam.pace.co.uk>
Message-ID: <20020715153330.GE26994@boston.com>

* Neil Bingham <neil.bingham at pace.co.uk> [2002-07-15 11:30]:
> > On Monday 15 July 2002 3:34 pm, Neil Bingham wrote:
> Just symlinking /tmp/mysql.sock to that file makes it work.  I've
> grep'd down through all the RT source and can't find a reference to
> /tmp/mysql.sock

This could be dangerous if /usr/local and /tmp are not on the same
filesystem.

> Searching the /usr/lib/perl5 doesn't produce a match either.

If you are using DBD::mysql without specifying a hostname, then
localhost and Unix domain socket are assumed.  Have you set the hostname
in the etc/config.pm?

(darren)

-- 
You know the great thing about TV? If something important happens
anywhere at all in the world, no matter what time of the day or
night, you can always change the channel.
    -- Jim Ignatowski



From neil.bingham at pace.co.uk  Mon Jul 15 12:34:11 2002
From: neil.bingham at pace.co.uk (Neil Bingham)
Date: Mon, 15 Jul 2002 17:34:11 +0100
Subject: [rt-users] Installing on Redhat 7.2
Message-ID: <54045BFDAD47D5118A850002A5095CC30127A600@exchange1.cam.pace.co.uk>

> * Neil Bingham <neil.bingham at pace.co.uk> [2002-07-15 11:30]:
> > > On Monday 15 July 2002 3:34 pm, Neil Bingham wrote:
> > Just symlinking /tmp/mysql.sock to that file makes it work.  I've
> > grep'd down through all the RT source and can't find a reference to
> > /tmp/mysql.sock
> 
> This could be dangerous if /usr/local and /tmp are not on the same
> filesystem.

Indeed.

> > Searching the /usr/lib/perl5 doesn't produce a match either.
> 
> If you are using DBD::mysql without specifying a hostname, then
> localhost and Unix domain socket are assumed.  Have you set 
> the hostname in the etc/config.pm?

I left $DatabaseHost as the default "localhost".


Incidentally I've been experimenting successfully with this for the last
couple of hours.  So far it pretty much makes the installation hassle
worthwhile.

However one problem I have encountered is that requests emailed in from
users that don't have RT accounts are being thrown out:

No permission to create tickets in the queue 'general'.  

I assume the Nobody user has CreateTicket privs but it isn't listed in the
user list so I can't check.

Anyone got any ideas on this one?

Thanks,

Neil.



From JSatterfield at ciphergen.com  Mon Jul 15 14:55:58 2002
From: JSatterfield at ciphergen.com (James Satterfield)
Date: Mon, 15 Jul 2002 11:55:58 -0700
Subject: [rt-users] Installing on Redhat 7.2
Message-ID: <A033C4B4B90ABC4B92D2A73ED31156511302EB@EXCHANGER.ciphergen.com>

Within RT, grant the Everyone group CreateTicket.

James.

-----Original Message-----
From: Neil Bingham [mailto:neil.bingham at pace.co.uk] 
Sent: Monday, July 15, 2002 9:34 AM
To: rt-users at lists.fsck.com
Subject: RE: [rt-users] Installing on Redhat 7.2


> * Neil Bingham <neil.bingham at pace.co.uk> [2002-07-15 11:30]:
> > > On Monday 15 July 2002 3:34 pm, Neil Bingham wrote:
> > Just symlinking /tmp/mysql.sock to that file makes it work.  I've 
> > grep'd down through all the RT source and can't find a reference to 
> > /tmp/mysql.sock
> 
> This could be dangerous if /usr/local and /tmp are not on the same 
> filesystem.

Indeed.

> > Searching the /usr/lib/perl5 doesn't produce a match either.
> 
> If you are using DBD::mysql without specifying a hostname, then 
> localhost and Unix domain socket are assumed.  Have you set the 
> hostname in the etc/config.pm?

I left $DatabaseHost as the default "localhost".


Incidentally I've been experimenting successfully with this for the last
couple of hours.  So far it pretty much makes the installation hassle
worthwhile.

However one problem I have encountered is that requests emailed in from
users that don't have RT accounts are being thrown out:

No permission to create tickets in the queue 'general'.  

I assume the Nobody user has CreateTicket privs but it isn't listed in the
user list so I can't check.

Anyone got any ideas on this one?

Thanks,

Neil.

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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From neil.bingham at pace.co.uk  Tue Jul 16 13:09:18 2002
From: neil.bingham at pace.co.uk (Neil Bingham)
Date: Tue, 16 Jul 2002 18:09:18 +0100
Subject: [rt-users] Missing mail?
Message-ID: <54045BFDAD47D5118A850002A5095CC30127A610@exchange1.cam.pace.co.uk>

Hi,

Firstly many thanks to all who helped me get RT up and running.  After
spending the day playing with it I am very impressed, and it should do
nicely for what I need.

One small niggle I've spotted is that if I go in as root and reassign an
issue to another person that person doesn't get notified by email.

I have made some changes to the scrips but I don't think I have removed
this.


OnCreate AutoreplyToRequestors with template Autoreply 
OnCreate NotifyAdminCcs with template Transaction 
OnCorrespond NotifyOwner with template AdminCorrespondence 
OnComment NotifyRequestorsAndCcs with template Correspondence 
OnComment NotifyOtherRecipientsAsComment with template Correspondence 
OnCorrespond NotifyOtherRecipients with template Correspondence 
OnStatus NotifyRequestors with template StatusChange 
OnCorrespond NotifyRequestorsAndCcs with template Correspondence 
OnResolve NotifyRequestorsAndCcs with template Resolved 
OnComment NotifyOwner with template AdminComment

One possible clue is this from the maillog:

Jul 16 18:00:14 etg-dev sendmail[11327]: NOQUEUE: etg-dev.cam.pace.co.uk
[136.170.131.70] (may be forged) did not issue MAIL/EXPN/VRFY/ETRN during
connection to MTA

Any thoughts?

Neil.



From ayan.kayal at yale.edu  Tue Jul 16 13:55:39 2002
From: ayan.kayal at yale.edu (Ayan R. Kayal)
Date: Tue, 16 Jul 2002 13:55:39 -0400
Subject: [rt-users] Missing mail?
In-Reply-To: <54045BFDAD47D5118A850002A5095CC30127A610@exchange1.cam.pace.co.uk>
Message-ID: <000a01c22cf1$feeb2900$4bf88482@arknew>

That shouldn't work by default. You'd need the "OnOwnerChange" scrip
from RT-Addons for that feature.

O-                        ~ARK

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com 
> [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Neil Bingham
> Sent: Tuesday, July 16, 2002 1:09 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Missing mail?
> 
> 
> Hi,
> 
> Firstly many thanks to all who helped me get RT up and 
> running.  After spending the day playing with it I am very 
> impressed, and it should do nicely for what I need.
> 
> One small niggle I've spotted is that if I go in as root and 
> reassign an issue to another person that person doesn't get 
> notified by email.
> 
> I have made some changes to the scrips but I don't think I 
> have removed this.
> 
> 
> OnCreate AutoreplyToRequestors with template Autoreply 
> OnCreate NotifyAdminCcs with template Transaction 
> OnCorrespond NotifyOwner with template AdminCorrespondence 
> OnComment NotifyRequestorsAndCcs with template Correspondence 
> OnComment NotifyOtherRecipientsAsComment with template Correspondence 
> OnCorrespond NotifyOtherRecipients with template Correspondence 
> OnStatus NotifyRequestors with template StatusChange 
> OnCorrespond NotifyRequestorsAndCcs with template Correspondence 
> OnResolve NotifyRequestorsAndCcs with template Resolved 
> OnComment NotifyOwner with template AdminComment
> 
> One possible clue is this from the maillog:
> 
> Jul 16 18:00:14 etg-dev sendmail[11327]: NOQUEUE: 
> etg-dev.cam.pace.co.uk [136.170.131.70] (may be forged) did 
> not issue MAIL/EXPN/VRFY/ETRN during connection to MTA
> 
> Any thoughts?
> 
> Neil.




From bruce_campbell at ripe.net  Tue Jul 16 14:15:47 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 16 Jul 2002 20:15:47 +0200 (CEST)
Subject: [rt-users] Missing mail?
In-Reply-To: <54045BFDAD47D5118A850002A5095CC30127A610@exchange1.cam.pace.co.uk>
Message-ID: <Pine.LNX.4.44.0207162010550.9774-100000@x22.ripe.net>

On Tue, 16 Jul 2002, Neil Bingham wrote:

> One small niggle I've spotted is that if I go in as root and reassign an
> issue to another person that person doesn't get notified by email.

You wish to have the following Scrips on your queue:

	OnOwnerChange NotifyOwnerAsComment with template Give
	OnOwnerChange NotifyOldOwner with template Steal

The extra ScripCondition and ScripAction can be transferred from:

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

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




From neal.barney at sdl.usu.edu  Tue Jul 16 14:19:22 2002
From: neal.barney at sdl.usu.edu (Neal Barney)
Date: Tue, 16 Jul 2002 12:19:22 -0600
Subject: [rt-users] Autoresponse for e-mail submitted jobs only
Message-ID: <3D3463AA.7060103@sdl.usu.edu>

At my company there are currently two scrips that we use that are 
helpful to end users, but can occationally be a nuisance to the IT 
department.

OnCreate AutoreplyToRequestors with template Autoreply
OnResolve NotifyRequestors with template Resolved

These are very helpful to the employees we support.  And most of the 
time, we like having them.  However, there are times that requestors 
phone us directly with their problems (normally, they submit a request 
through our intranet).  When we create a request for them through the 
web interface it marks us as the requestor and we end up receiving the 
autoresponses.

Is it possible to generate an autoresponse only when the job was 
submitted through the e-mail gateway?

Thanks.

-- 
Neal J. Barney
USU/Space Dynamics Lab.
*------------------------------------------------------------------*
"Let every nation know, whether it wishes us well or ill, that we
shall pay any price, bear any burden, meet any hardship, support any
friend, oppose any foe, to assure the survival and success of
liberty."  --John F. Kennedy





From jdavid.blackstone at cingular.com  Tue Jul 16 17:09:18 2002
From: jdavid.blackstone at cingular.com (Blackstone, J. David)
Date: Tue, 16 Jul 2002 16:09:18 -0500
Subject: [rt-users] Installation: No RT user found.  Please consult your RT administr
 ator.
Message-ID: <B51F31FE00049F43812645F2470401330123B65B@crnntxswxch01.dfwnet.sbms.sbc.com>

  I'm stuck at the installation step that says:

Now that you have RT installed, you must first change the RT root user's
password.  Root's default password is "password".

Not changing this is a security risk.

As root, type
# /path/to/rt2/bin/rtadmin --user=root --password="<newpassword>"


  Unfortunately, when I do this, I get a message that says:
No RT user found.  Please consult your RT administrator.

  I'm painstakingly searching through mailing list archives looking for the
solution.  I first find that this error message was added to prevent users
from a security hole where any user who could run the command line utilities
could break in.  I then find that several people got caught with the same
problem at some stage later in the process.  Many are directed to go to the
WebUI and add users.  I've found one person who was stuck at the same place
I am, and he was also directed to do the same thing.  There's a pointer to a
FAQ that also says to go into the WebUI and start configuring.

  Whoa!  I'm not at the stage where I can go into the web interface!  I'm
not trying to add users or anything like that.  I'm trying to just go
through the installation instructions and change this password.

  Of course, my first response (even before checking mailing lists) was to
just say, "I'll accept the security risk and change the password when I can
figure out how," and go on with it.  But I can't seem to log into the web
interface, either as root (with the supposed default password of "password"
or with the password I'm trying to set), or as rt_user.  [So even if adding
users and messing around with configurations were the appropriate action to
take at this stage, I can't get in anyway.]

  The only thing that I think is unique about my setup is that I am
installing in a pseudo user's directory.  I created a user rt of group rt.
Everything involved in my rt setup is owned by this user, including Perl,
mysql, and Apache.

  Do I need to rename this user?  (Why?)  Is there some other solution?

  Thanks in advance.

jdb



From bruce_campbell at ripe.net  Tue Jul 16 18:53:36 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 17 Jul 2002 00:53:36 +0200 (CEST)
Subject: [rt-users] Autoresponse for e-mail submitted jobs only
In-Reply-To: <3D3463AA.7060103@sdl.usu.edu>
Message-ID: <Pine.LNX.4.44.0207170049510.9774-100000@x22.ripe.net>

On Tue, 16 Jul 2002, Neal Barney wrote:

> OnCreate AutoreplyToRequestors with template Autoreply
> OnResolve NotifyRequestors with template Resolved

> Is it possible to generate an autoresponse only when the job was
> submitted through the e-mail gateway?

You could take OnIncomingEmail (http://www.fsck.com/pub/rt/contrib/2.0/)
and change the names and ApplicableTransTypes in the insert_condition.pl
to create:

	OnCreateIncomingEmail AutoReplyToRequestors with template Autoreply

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




From neal.barney at sdl.usu.edu  Tue Jul 16 19:41:48 2002
From: neal.barney at sdl.usu.edu (Neal Barney)
Date: Tue, 16 Jul 2002 17:41:48 -0600
Subject: [rt-users] Autoresponse for e-mail submitted jobs only
References: <Pine.LNX.4.44.0207170049510.9774-100000@x22.ripe.net>
Message-ID: <3D34AF3C.9000000@sdl.usu.edu>

Bruce Campbell wrote:

>You could take OnIncomingEmail (http://www.fsck.com/pub/rt/contrib/2.0/)
>and change the names and ApplicableTransTypes in the insert_condition.pl
>to create:
>
>	OnCreateIncomingEmail AutoReplyToRequestors with template Autoreply
>  
>


That sounds like it will work fine.  I guess I didn't notice that one...

Thanks a bunch.

-- 
Neal J. Barney
USU/Space Dynamics Lab.
*------------------------------------------------------------------*
"Let every nation know, whether it wishes us well or ill, that we
shall pay any price, bear any burden, meet any hardship, support any
friend, oppose any foe, to assure the survival and success of
liberty."  --John F. Kennedy





From pdh at snapgear.com  Tue Jul 16 22:29:33 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 17 Jul 2002 12:29:33 +1000
Subject: [rt-users] Installation: No RT user found.  Please consult your RT administr ator.
In-Reply-To: <B51F31FE00049F43812645F2470401330123B65B@crnntxswxch01.dfwnet.sbms.sbc.com>
References: <B51F31FE00049F43812645F2470401330123B65B@crnntxswxch01.dfwnet.sbms.sbc.com>
Message-ID: <20020717022933.GF461@luggage>

Blackstone, J. David wrote:
>   Whoa!  I'm not at the stage where I can go into the web interface!  I'm
> not trying to add users or anything like that.  I'm trying to just go
> through the installation instructions and change this password.

Sure you are. If RT is installed, and your web server is configured,
you can go in via the web UI and change the password. :-)



From pdh at snapgear.com  Tue Jul 16 22:43:57 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 17 Jul 2002 12:43:57 +1000
Subject: [rt-users] Installation: No RT user found.  Please consult your RT administr ator.
In-Reply-To: <B51F31FE00049F43812645F2470401330123B65B@crnntxswxch01.dfwnet.sbms.sbc.com>
References: <B51F31FE00049F43812645F2470401330123B65B@crnntxswxch01.dfwnet.sbms.sbc.com>
Message-ID: <20020717024357.GA10492@luggage>

Blackstone, J. David wrote:
>   Of course, my first response (even before checking mailing lists) was to
> just say, "I'll accept the security risk and change the password when I can
> figure out how," and go on with it.  But I can't seem to log into the web
> interface, either as root (with the supposed default password of "password"
> or with the password I'm trying to set), or as rt_user.  [So even if adding
> users and messing around with configurations were the appropriate action to
> take at this stage, I can't get in anyway.]

Oops, I missed this bit.
Hmm.

"root" and "password" are the correct details; rt_user is only DB-side.
Your database and/or "root" user are messed up.

Try: 

mysql -urt_user -p rt2
(enter your DB_RT_PASS here)
select * from Users where Name='root';

and report back?

>   The only thing that I think is unique about my setup is that I am
> installing in a pseudo user's directory.  I created a user rt of group rt.
> Everything involved in my rt setup is owned by this user, including Perl,   
> mysql, and Apache.

There could be a permissions problem happening here, yes...




From henner at nerim.net  Wed Jul 17 03:55:30 2002
From: henner at nerim.net (henner at nerim.net)
Date: Wed, 17 Jul 2002 09:55:30 +0200
Subject: [rt-users] French ressource files
Message-ID: <20020717075530.GA17217@euclide.org>

I am installing RT in a french working environnement.
I need to have then interface translated in french

It's quite simple to translate all the files, but, if someone made it before, I
could gain a lot of time.

If somebody has a french translated version and want to share it, can you give
me an url.
Otherwise, I will translate the files myself and publish the result

-- 
Xavier Henner
Nerim -- Fournisseur d'acc?s ? Internet
URL: <http://www.nerim.net/>



From neil.bingham at pace.co.uk  Wed Jul 17 05:04:36 2002
From: neil.bingham at pace.co.uk (Neil Bingham)
Date: Wed, 17 Jul 2002 10:04:36 +0100
Subject: [rt-users] Missing mail?
Message-ID: <54045BFDAD47D5118A850002A5095CC30127A616@exchange1.cam.pace.co.uk>

> > One small niggle I've spotted is that if I go in as root 
> and reassign an
> > issue to another person that person doesn't get notified by email.
> 
> You wish to have the following Scrips on your queue:
> 
> 	OnOwnerChange NotifyOwnerAsComment with template Give
> 	OnOwnerChange NotifyOldOwner with template Steal
> 
> The extra ScripCondition and ScripAction can be transferred from:
> 
> 	http://www.fsck.com/pub/rt/contrib/2.0/OwnerChange/
> 	http://www.fsck.com/pub/rt/contrib/2.0/NotifyOldOwner/

Thanks.  I've installed them, and my rules now look like this, but no mail
is being sent.

OnOwnerChange NotifyOldOwner with template Steal 
OnOwnerChange NotifyOwner with template Give 
OnOwnerChange NotifyRequestors with template Steal

There is nothing in the sendmail logs.  RT isn't logging anything.  I have
lots of zero byte files in my log dir.

Neil.



From jdavid.blackstone at cingular.com  Wed Jul 17 07:10:40 2002
From: jdavid.blackstone at cingular.com (Blackstone, J. David)
Date: Wed, 17 Jul 2002 06:10:40 -0500
Subject: [rt-users] Installation: No RT user found.  Please consult yo
	ur RT administr ator.
Message-ID: <B51F31FE00049F43812645F2470401330123B684@crnntxswxch01.dfwnet.sbms.sbc.com>


> -----Original Message-----
> From: Phil Homewood [mailto:pdh at snapgear.com]
> Sent: Tuesday, July 16, 2002 9:44 PM
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Installation: No RT user found. Please consult
> your RT administr ator.
> 
> 
> Blackstone, J. David wrote:
> >   Of course, my first response (even before checking 
> mailing lists) was to
> > just say, "I'll accept the security risk and change the 
> password when I can
> > figure out how," and go on with it.  But I can't seem to 
> log into the web
> > interface, either as root (with the supposed default 
> password of "password"
> > or with the password I'm trying to set), or as rt_user.  
> [So even if adding
> > users and messing around with configurations were the 
> appropriate action to
> > take at this stage, I can't get in anyway.]
> 
> Oops, I missed this bit.
> Hmm.
> 
> "root" and "password" are the correct details; rt_user is 
> only DB-side.
> Your database and/or "root" user are messed up.
> 
> Try: 
> 
> mysql -urt_user -p rt2
> (enter your DB_RT_PASS here)
> select * from Users where Name='root';
> 
> and report back?

  It returns an empty set.

> Oops, I missed this bit.

  Yeah, I was trying to head off responses that told me to go to the WebUI
since the email archive is full of them and I wondered how many of those
people ever got passed their problems.  All is forgiven, though the next
person to do it will have no excuse. :)

  I keep trying to trace through the rt_admin tool with the Perl debugger,
but haven't got a good enough handle on what's going on yet to say anything
with certainty.  I still have this suspicion somebody's going to tell me
that it's not okay to have everything installed as user rt.  (Which is okay,
as long as I find out sooner rather than later. :) )

  Thanks for the help, any more insight you can provide would be great!

jdb



From pdh at snapgear.com  Wed Jul 17 07:20:28 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 17 Jul 2002 21:20:28 +1000
Subject: [rt-users] Installation: No RT user found.  Please consult yo ur RT administr ator.
In-Reply-To: <B51F31FE00049F43812645F2470401330123B684@crnntxswxch01.dfwnet.sbms.sbc.com>
References: <B51F31FE00049F43812645F2470401330123B684@crnntxswxch01.dfwnet.sbms.sbc.com>
Message-ID: <20020717112028.GA87357@dorfl.internal.moreton.com.au>

Blackstone, J. David wrote:
> > select * from Users where Name='root';
> 
>   It returns an empty set.

Right; there's your problem. The root user didn't get added to the db.

(Does "select * from Users;" show /any/ users added?)

> I still have this suspicion somebody's going to tell me
> that it's not okay to have everything installed as user rt.  (Which is okay,
> as long as I find out sooner rather than later. :) )

I've not heard of anyone doing it, but I can't think of any obvious
reason for it to fail. 

So far you've got an rt2 database with at least some correct table
structure, but a missing user. And a WebUI that won't let you in.
To me, this indicates that something went awry in populating the
initial database records, but everything is otherwise okay. Now
we have to figure out what died. :-)

"make dropdb" and retry the "make install", perhaps? Keep a very
close eye on the output for any sign of insertion failure.
(Note, this will clobber your config.pm. Make a backup. :-)



From jdavid.blackstone at cingular.com  Wed Jul 17 07:51:16 2002
From: jdavid.blackstone at cingular.com (Blackstone, J. David)
Date: Wed, 17 Jul 2002 06:51:16 -0500
Subject: [rt-users] Installation: No RT user found.  Please consult yo
	 ur RT administr ator.
Message-ID: <B51F31FE00049F43812645F2470401330123B68A@crnntxswxch01.dfwnet.sbms.sbc.com>


> -----Original Message-----
> From: Phil Homewood [mailto:pdh at snapgear.com]
> Sent: Wednesday, July 17, 2002 6:20 AM
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Installation: No RT user found. Please consult
> yo ur RT administr ator.
> 
> 
> Blackstone, J. David wrote:
> > > select * from Users where Name='root';
> > 
> >   It returns an empty set.
> 
> Right; there's your problem. The root user didn't get added to the db.
> 
> (Does "select * from Users;" show /any/ users added?)

  One of the things that would help me conceptually is to have this question
answered: There's a difference between user accounts on my box, mysql
database users, and RT users, right?  That's three different kinds of users
total, right?  (None of those groups are equal to each other, are they?)
What relationships exist between these groups, if any?

jdb



From hwagener at hamburg.fcb.com  Wed Jul 17 14:12:19 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Wed, 17 Jul 2002 20:12:19 +0200
Subject: [rt-users] Installation: No RT user found.  Please consult your RT 
 administr ator.
References: <B51F31FE00049F43812645F2470401330123B68A@crnntxswxch01.dfwnet.sbms.sbc.com>
Message-ID: <3D35B383.BE9A291@hamburg.fcb.com>

"Blackstone, J. David" wrote:

> > -----Original Message-----
> > From: Phil Homewood [mailto:pdh at snapgear.com]
> > Sent: Wednesday, July 17, 2002 6:20 AM
> > To: rt-users at lists.fsck.com
> > Subject: Re: [rt-users] Installation: No RT user found. Please consult
> > yo ur RT administr ator.
> >
> >
> > Blackstone, J. David wrote:
> > > > select * from Users where Name='root';
> > >
> > >   It returns an empty set.
> >
> > Right; there's your problem. The root user didn't get added to the db.
> >
> > (Does "select * from Users;" show /any/ users added?)
>
>   One of the things that would help me conceptually is to have this question
> answered: There's a difference between user accounts on my box, mysql
> database users, and RT users, right?  That's three different kinds of users
> total, right?  (None of those groups are equal to each other, are they?)
> What relationships exist between these groups, if any?
>
> jdb
>

correct. there is no inherent relationship between unix user accounts, database
user accounts, and RT user accounts, except the name for the super user
('root').

Regards,
    Harald
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020717/38c93587/attachment.htm>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: hwagener.vcf
Type: text/x-vcard
Size: 202 bytes
Desc: Card for Harald Wagener
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020717/38c93587/attachment.vcf>

From alexander.graefe at drrack.de  Wed Jul 17 08:13:36 2002
From: alexander.graefe at drrack.de (Alexander =?iso-8859-1?Q?Gr=E4fe?=)
Date: Wed, 17 Jul 2002 14:13:36 +0200
Subject: [rt-users] Getting TimeTaken-Statistics out of RT
Message-ID: <20020717121335.GA26331@blade.drrack.intern>

Hi all.

We've been using RT now for a little over a month to coordinate support
requests, and it has worked really well. But now, after putting a lot of
data in, we have a problem of getting certain data out again.
Since RT also records the time taken for each ticket, we decided to also
use to track time for billing purposes.
To categorize the tickets, we use two sets of Keywords, Customer and
TypeOfReport.
TypeOfReport decides, if this is billable time, and so I need a way to
get a report out of the database, listing the TimeTaken for each
customer, grouped by TypeOfReport. I have been banging my head against
this problem for a few days now, and I can't figure out how to do this,
so I am asking here, if anybody has succesfully gotten such a report out
of RT.

Thanks in advance,
	Alexander Gr?fe



From boris.goldowsky at fen.com  Wed Jul 17 08:21:57 2002
From: boris.goldowsky at fen.com (boris.goldowsky at fen.com)
Date: Wed, 17 Jul 2002 08:21:57 -0400
Subject: [rt-users] multiple email addresses for one person
Message-ID: <15669.24933.711282.501532@sterno.infoplease.com>

Is there any way to give a user more than one email address?  Some
people send in requests from two different email accounts, and it
would be nice to be able to group the tickets together as belonging to
a single requestor.

Alternatively, is there a place I could hook in a script to rewrite
email addresses as they come in, to render them into a canonical form?
Any examples of such a function?

Thanks,
Bng



From jdavid.blackstone at cingular.com  Wed Jul 17 09:40:24 2002
From: jdavid.blackstone at cingular.com (Blackstone, J. David)
Date: Wed, 17 Jul 2002 08:40:24 -0500
Subject: [rt-users] Installation: No RT user found.  Please consult yo
	 ur RT administr ator.
Message-ID: <B51F31FE00049F43812645F2470401330123B6C9@crnntxswxch01.dfwnet.sbms.sbc.com>

  Okay, I started over from scratch, and had the same problem.  Here's a
complete log of my installation, including every assumption I made and every
little hack I had to make to avoid snags.  (And I mean _complete_: starting
with installing Perl.  You probably want to read the first paragraph and
skip to the end.  But just in case the problem is in my MySQL setup or
something, everything is included.)

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

  I've created a user rt, member of group rt.  Right now all he has is
a ~/src directory with all the things I need.  I'll be extracting all
these tarballs in ~/build.  I'm going to install each package into
it's on directory in $HOME, and then symlink $HOME/pkg/bin/* into
$HOME/bin.

  First, I build Perl:
CC=gcc ./configure.gnu --prefix=$HOME/perl561 && make && make test &&
make install
I'm ignoring anything about suidperl for now.  It seems like this step
won't be necessary since I intend to run everything as the rt user.
(If it becomes necessary, I'd look into pointing scripts at perl
itself, or make a symbolic link from perl to suidperl and see if I can
run without the setuid bit.)

  Once Perl is installed, I go ahead and configure the CPAN module and
install, my favorite toys, just in case I need them later.
(Bundle::CPAN, Bundle::LWP, Bundle::DBI, Bundle::DBD::CSV,
Time::Piece).

  Now it's time to install mysql.  I am following the directions under
Docs/mysql.info -> Installing -> Installing source -> Quick install,
with some changes.  (Not creating a mysql user or group.)
./configure --prefix=$HOME/mysql
make

  Hold on: weirdness.  I can't remember if this happened or not.
"make[1]: *** No rule to make target `my_init.c', needed by
`my_init.lo'.  Stop."
$ find . -name my_init.c
./mysys/my_init.c
$ cd mysys
$ make my_init.lo
$ cd ..
$ make # again
(seemed to work...moving on)
make install
scripts/mysql_install_db
(chown/chgrp commands omitted)
cp support-files/my-medium.cnf ~/mysql/share/mysql/my.cnf
$HOME/mysql/safe_mysqld --user=rt &

  Okay, on to Apache and mod_perl.  This is Apache 1.3.26, mod_perl
1.27.  They were current before the last time I blinked.
$ perl5.6.1 Makefile.PL APACHE_SRC=../apache_1.3.26/src USE_APACI=1
DO_HTTPD=1 EVERYTHING=1 APACHE_PREFIX=$HOME/apache
$ make && make test && make install
$ cd ../apache_1.3.26
$ make install


  Okay, now I've installed all the Stuff needed for rt, except for
some modules I'll install in a minute.  Presumably, nothing above
should affect my ability to get rt going.  It's all included here so
someone can tell me if it does, though.  Note that I didn't do
anything that wasn't recorded here.  (I haven't configured mysql other
than what I typed when installing it.  No accounts, passwords, or
anything.  There was a sentence in the rt install docs that said,
"Don't forget to setup permissions for your database," along with some
helpful info for (of all things) Postgresql (I'd rather use Postgresql
but am trying to use Mysql to make sure everything goes swimmingly.)
Not quite sure what this entails, and I've taken no action.  Sounds
like it just means allowing connections from anywhere besides
localhost, and I don't need that now, anyway.)


  So, proceeding on to rt itself.  I've got rt 2.0.13.

  I customize my Makefile in the following ways:
RT_PATH: /home/rt/rt2
RT_LOG_PATH: $(RT_PATH)/var
DB_TYPE: mysql (default)
DB_HOME: /home/rt/mysql
DB_DBA: root
DB_DBA_PASSWORD: (left blank; remember, I didn't set up any accounts
or passwords)
DB_RT_USER: rt_user
DB_RT_PASS: I took note of this
WEB_USER: rt
WEB_GROUP: rt
PERL: /home/rt/bin/perl5.6.1
BIN_OWNER: rt
LIBS_OWNER: rt
LIBS_GROUP: rt

  Now I run make testdeps.  Obviously they're not all there, so I run
make fixdeps.  Make fixdeps is a beautiful thing, by the way.

  It said Scalar::Util was not detected even after make fixdeps, so I
installed it with perl5.6.1 -MCPAN -e 'install Scalar::Util'

  I proceeded to downgrade HTML::Mason to version 1.02.

  Now, everything seems to be ready, so I make install.
...
Enter the mysql password for root: (I'm leaving this blank)
...
Enter the mysql administrator's database password to create a new user for
RT
Enter password: (blank again)
Enter the mysql administrator's database password to nondestructively
reload the database
Enter password: (blank)
Enter the mysql password for rt_user: password from Makefile
Checking for existing system user...not found.  This appears to be a
new installationCreating system user...done.
Can't write to '/home/rt/rt2/var/rt.log.31510.1002': No such file or
directory at /home/rt/perl561/lib/site_perl/5.6.1/Log/Dispatch/File.pm
line 72.
make: *** [insert] Error 2
Whoops, I'll have to mkdir -p /home/rt/rt2/var myself.  I do so, make
dropdb, and make install again.
Odd, when I make install again, I get:
cp: cannot create regular file `//home/rt/rt2/etc/acl.mysql': Permission
denied
make: *** [acls] Error 1
The file already exists, so I delete it, make dropdb, and make install
again.
Same problem with /home/rt/rt2/etc/insertdata.

  Okay, rt is successfully installed.  Now I
$ rtadmin --user=root --password=xyzzy
No RT user found. Please consult your RT administrator.
$ rtadmin
No RT user found. Please consult your RT administrator.

  What gives?  I pass "select * from Users where Name='root';" and get
something this time, at least.

mysql> select id, Name, Gecos from Users;
+----+-----------+-------+
| id | Name      | Gecos |
+----+-----------+-------+
|  1 | RT_System | NULL  |
|  2 | Nobody    | NULL  |
|  3 | root      | root  |
+----+-----------+-------+
3 rows in set (0.01 sec)

  Since the function in rtadmin that's dying for me is something about
"look up user by Gecos," why do I have the feeling those NULL's mean
something for me?  And should there be an "rt_user" in there somewhere?


  Last time I did not have a root user, this time I do.  Last time I
had some weirdness in the database install and wound up adding my
rt_user by hand directly in mysql.  This time I didn't have that
weirdness and didn't take that action, so at least I seem to be
closer.



From harrison at palisadesys.com  Wed Jul 17 11:24:39 2002
From: harrison at palisadesys.com (James L. Harrison)
Date: Wed, 17 Jul 2002 10:24:39 -0500
Subject: [rt-users] Autoresponse for e-mail submitted jobs only
In-Reply-To: <Pine.LNX.4.44.0207170049510.9774-100000@x22.ripe.net>
Message-ID: <JBEDKKNFEHFMLEDGHNFOCEEJCAAA.harrison@palisadesys.com>

Hello,

I am trying to install the IncomingEmail patch... but I am getting the
following error:
	% perl IncomingEmail.pm.insert.pl
	Can't locate object method "new" via package "RT::Handle" at
IncomingEmail.pm.insert.pl line 23.

Anyone have any ideas?

Thanks!

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Bruce Campbell
Sent: Tuesday, July 16, 2002 5:54 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Autoresponse for e-mail submitted jobs only


On Tue, 16 Jul 2002, Neal Barney wrote:

> OnCreate AutoreplyToRequestors with template Autoreply
> OnResolve NotifyRequestors with template Resolved

> Is it possible to generate an autoresponse only when the job was
> submitted through the e-mail gateway?

You could take OnIncomingEmail (http://www.fsck.com/pub/rt/contrib/2.0/)
and change the names and ApplicableTransTypes in the insert_condition.pl
to create:

	OnCreateIncomingEmail AutoReplyToRequestors with template Autoreply

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


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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm




From bruce_campbell at ripe.net  Wed Jul 17 12:01:33 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 17 Jul 2002 18:01:33 +0200 (CEST)
Subject: [rt-users] Autoresponse for e-mail submitted jobs only
In-Reply-To: <JBEDKKNFEHFMLEDGHNFOCEEJCAAA.harrison@palisadesys.com>
Message-ID: <Pine.LNX.4.44.0207171800310.9774-100000@x22.ripe.net>

On Wed, 17 Jul 2002, James L. Harrison wrote:

> I am trying to install the IncomingEmail patch... but I am getting the
> following error:
> 	% perl IncomingEmail.pm.insert.pl
> 	Can't locate object method "new" via package "RT::Handle" at
> IncomingEmail.pm.insert.pl line 23.
>
> Anyone have any ideas?

You need to change the 'use lib' lines in the above insert script.  They
are set to the locations of my libraries, and most probably not yours.

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




From rich+rt at lafferty.ca  Wed Jul 17 13:12:52 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Wed, 17 Jul 2002 13:12:52 -0400
Subject: [rt-users] multiple email addresses for one person
In-Reply-To: <15669.24933.711282.501532@sterno.infoplease.com>; from boris.goldowsky@fen.com on Wed, Jul 17, 2002 at 08:21:57AM -0400
References: <15669.24933.711282.501532@sterno.infoplease.com>
Message-ID: <20020717131252.A28884@lafferty.ca>

On Wed, Jul 17, 2002 at 08:21:57AM -0400, boris.goldowsky at fen.com (boris.goldowsky at fen.com) wrote:
> 
> Alternatively, is there a place I could hook in a script to rewrite
> email addresses as they come in, to render them into a canonical form?
> Any examples of such a function?

Oof, you were so close there :-) Look at CanonicalizeAddress in
config.pm.

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 darren at boston.com  Wed Jul 17 14:08:13 2002
From: darren at boston.com (darren chamberlain)
Date: Wed, 17 Jul 2002 14:08:13 -0400
Subject: [rt-users] Intergration Questions
In-Reply-To: <NEBBLEKNILBPKMGKAAJOCEKNCNAA.nicole@cxri.net>
References: <NEBBLEKNILBPKMGKAAJOCEKNCNAA.nicole@cxri.net>
Message-ID: <20020717180813.GD2544@boston.com>

* Nicole Hampton <nicole at cxri.net> [2002-07-17 14:07]:
> Do you know of any site with this currently
> intergrated as a web-based application?

Do you mean something like http://rt.cpan.org/?

(darren)

-- 
Things exist, they're just not there.



From jdavid.blackstone at cingular.com  Wed Jul 17 14:11:23 2002
From: jdavid.blackstone at cingular.com (Blackstone, J. David)
Date: Wed, 17 Jul 2002 13:11:23 -0500
Subject: [rt-users] Intergration Questions
Message-ID: <B51F31FE00049F43812645F2470401330123B794@crnntxswxch01.dfwnet.sbms.sbc.com>

  I think rt.cpan.org would be the canonical example.

jdb


-----Original Message-----
From: Nicole Hampton [mailto:nicole at cxri.net]
Sent: Monday, June 10, 2002 12:52 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Intergration Questions


Do you know of any site with this currently
intergrated as a web-based application?
 
Nicole Hampton 
nicole at cxri.net <mailto:nicole at cxri.net> 
Station Production Manager, Site Services 
404-979-7862 



From jdavid.blackstone at cingular.com  Wed Jul 17 14:54:28 2002
From: jdavid.blackstone at cingular.com (Blackstone, J. David)
Date: Wed, 17 Jul 2002 13:54:28 -0500
Subject: [rt-users] Installation: No RT user found.  Please consult yo
	 ur RT administr ator.
Message-ID: <B51F31FE00049F43812645F2470401330123B7A2@crnntxswxch01.dfwnet.sbms.sbc.com>

  Doing some tracing, I wind up at
DBIx::SearchBuilder::Record::Cachable::_lookup_primary_cache_key, which is
called to look up a $alternate_key of "Users:Gecos=rt' within a hash from
$this->_KeyCache that contains only 'Users:Name=Nobody' and
'Users:Name=RT_System'.  It looks like it's trying to look up on the wrong
field.

  I don't understand why this works for everyone else and not me.  It looks
like there's no way it can work at all.

  It's looking up by $Gecos, which it got from my RT user's UNIX login ID,
"rt."  So, is it supposed to be looking for an RT user with the same name as
the UNIX login ID?  Is there such a user (I thought it was supposed to be
named rt_user, but there doesn't seem to be a user with that name, either.)
How do I tell it that the UNIX login ID has nothing to do with RT user
names?

  It looks like it wants me to run this as root.  Am I the only person who
tried to install this as a non-root user?  Is that the problem?

  I'm grasping at straws here with no real insight into what's going on.

jdb

> -----Original Message-----
> From: Blackstone, J. David [mailto:jdavid.blackstone at cingular.com]
> Sent: Wednesday, July 17, 2002 8:40 AM
> To: rt-users at lists.fsck.com
> Subject: RE: [rt-users] Installation: No RT user found. Please consult
> yo ur RT administr ator.
> 
> 
>   Okay, I started over from scratch, and had the same 
> problem.  Here's a
> complete log of my installation, including every assumption I 
> made and every
> little hack I had to make to avoid snags.  (And I mean 
> _complete_: starting
> with installing Perl.  You probably want to read the first 
> paragraph and
> skip to the end.  But just in case the problem is in my MySQL setup or
> something, everything is included.)
> 
> ----------------
> 
>   I've created a user rt, member of group rt.  Right now all he has is
> a ~/src directory with all the things I need.  I'll be extracting all
> these tarballs in ~/build.  I'm going to install each package into
> it's on directory in $HOME, and then symlink $HOME/pkg/bin/* into
> $HOME/bin.
> 
>   First, I build Perl:
> CC=gcc ./configure.gnu --prefix=$HOME/perl561 && make && make test &&
> make install
> I'm ignoring anything about suidperl for now.  It seems like this step
> won't be necessary since I intend to run everything as the rt user.
> (If it becomes necessary, I'd look into pointing scripts at perl
> itself, or make a symbolic link from perl to suidperl and see if I can
> run without the setuid bit.)
> 
>   Once Perl is installed, I go ahead and configure the CPAN module and
> install, my favorite toys, just in case I need them later.
> (Bundle::CPAN, Bundle::LWP, Bundle::DBI, Bundle::DBD::CSV,
> Time::Piece).
> 
>   Now it's time to install mysql.  I am following the directions under
> Docs/mysql.info -> Installing -> Installing source -> Quick install,
> with some changes.  (Not creating a mysql user or group.)
> ./configure --prefix=$HOME/mysql
> make
> 
>   Hold on: weirdness.  I can't remember if this happened or not.
> "make[1]: *** No rule to make target `my_init.c', needed by
> `my_init.lo'.  Stop."
> $ find . -name my_init.c
> ./mysys/my_init.c
> $ cd mysys
> $ make my_init.lo
> $ cd ..
> $ make # again
> (seemed to work...moving on)
> make install
> scripts/mysql_install_db
> (chown/chgrp commands omitted)
> cp support-files/my-medium.cnf ~/mysql/share/mysql/my.cnf
> $HOME/mysql/safe_mysqld --user=rt &
> 
>   Okay, on to Apache and mod_perl.  This is Apache 1.3.26, mod_perl
> 1.27.  They were current before the last time I blinked.
> $ perl5.6.1 Makefile.PL APACHE_SRC=../apache_1.3.26/src USE_APACI=1
> DO_HTTPD=1 EVERYTHING=1 APACHE_PREFIX=$HOME/apache
> $ make && make test && make install
> $ cd ../apache_1.3.26
> $ make install
> 
> 
>   Okay, now I've installed all the Stuff needed for rt, except for
> some modules I'll install in a minute.  Presumably, nothing above
> should affect my ability to get rt going.  It's all included here so
> someone can tell me if it does, though.  Note that I didn't do
> anything that wasn't recorded here.  (I haven't configured mysql other
> than what I typed when installing it.  No accounts, passwords, or
> anything.  There was a sentence in the rt install docs that said,
> "Don't forget to setup permissions for your database," along with some
> helpful info for (of all things) Postgresql (I'd rather use Postgresql
> but am trying to use Mysql to make sure everything goes swimmingly.)
> Not quite sure what this entails, and I've taken no action.  Sounds
> like it just means allowing connections from anywhere besides
> localhost, and I don't need that now, anyway.)
> 
> 
>   So, proceeding on to rt itself.  I've got rt 2.0.13.
> 
>   I customize my Makefile in the following ways:
> RT_PATH: /home/rt/rt2
> RT_LOG_PATH: $(RT_PATH)/var
> DB_TYPE: mysql (default)
> DB_HOME: /home/rt/mysql
> DB_DBA: root
> DB_DBA_PASSWORD: (left blank; remember, I didn't set up any accounts
> or passwords)
> DB_RT_USER: rt_user
> DB_RT_PASS: I took note of this
> WEB_USER: rt
> WEB_GROUP: rt
> PERL: /home/rt/bin/perl5.6.1
> BIN_OWNER: rt
> LIBS_OWNER: rt
> LIBS_GROUP: rt
> 
>   Now I run make testdeps.  Obviously they're not all there, so I run
> make fixdeps.  Make fixdeps is a beautiful thing, by the way.
> 
>   It said Scalar::Util was not detected even after make fixdeps, so I
> installed it with perl5.6.1 -MCPAN -e 'install Scalar::Util'
> 
>   I proceeded to downgrade HTML::Mason to version 1.02.
> 
>   Now, everything seems to be ready, so I make install.
> ...
> Enter the mysql password for root: (I'm leaving this blank)
> ...
> Enter the mysql administrator's database password to create a 
> new user for
> RT
> Enter password: (blank again)
> Enter the mysql administrator's database password to nondestructively
> reload the database
> Enter password: (blank)
> Enter the mysql password for rt_user: password from Makefile
> Checking for existing system user...not found.  This appears to be a
> new installationCreating system user...done.
> Can't write to '/home/rt/rt2/var/rt.log.31510.1002': No such file or
> directory at /home/rt/perl561/lib/site_perl/5.6.1/Log/Dispatch/File.pm
> line 72.
> make: *** [insert] Error 2
> Whoops, I'll have to mkdir -p /home/rt/rt2/var myself.  I do so, make
> dropdb, and make install again.
> Odd, when I make install again, I get:
> cp: cannot create regular file `//home/rt/rt2/etc/acl.mysql': 
> Permission
> denied
> make: *** [acls] Error 1
> The file already exists, so I delete it, make dropdb, and make install
> again.
> Same problem with /home/rt/rt2/etc/insertdata.
> 
>   Okay, rt is successfully installed.  Now I
> $ rtadmin --user=root --password=xyzzy
> No RT user found. Please consult your RT administrator.
> $ rtadmin
> No RT user found. Please consult your RT administrator.
> 
>   What gives?  I pass "select * from Users where Name='root';" and get
> something this time, at least.
> 
> mysql> select id, Name, Gecos from Users;
> +----+-----------+-------+
> | id | Name      | Gecos |
> +----+-----------+-------+
> |  1 | RT_System | NULL  |
> |  2 | Nobody    | NULL  |
> |  3 | root      | root  |
> +----+-----------+-------+
> 3 rows in set (0.01 sec)
> 
>   Since the function in rtadmin that's dying for me is something about
> "look up user by Gecos," why do I have the feeling those NULL's mean
> something for me?  And should there be an "rt_user" in there 
> somewhere?
> 
> 
>   Last time I did not have a root user, this time I do.  Last time I
> had some weirdness in the database install and wound up adding my
> rt_user by hand directly in mysql.  This time I didn't have that
> weirdness and didn't take that action, so at least I seem to be
> closer.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at 
http://fsck.com/rtfm



From jdavid.blackstone at cingular.com  Wed Jul 17 15:06:13 2002
From: jdavid.blackstone at cingular.com (Blackstone, J. David)
Date: Wed, 17 Jul 2002 14:06:13 -0500
Subject: [rt-users] Installation: No RT user found.  Please consult yo
	ur RT administrator.
Message-ID: <B51F31FE00049F43812645F2470401330123B7A9@crnntxswxch01.dfwnet.sbms.sbc.com>

During installation:
$ whoami
rt
$ /path/to/rtadmin --user=root --password="<newpassword>"
No RT user found. Please consult your RT administrator.
$ /path/to/rtadmin --user=rt --password="<newpassword>"
No RT user found. Please consult your RT administrator.
$ /path/to/rtadmin
No RT user found. Please consult your RT administrator.
$ su
Password:
# /path/to/rtadmin --user=root --password="<newpassword>"
User root Password: The new value has been set.
# ^D

  I'm told to type this command during installation to avoid an important
security hole with the default root RT user password.  I have compiled and
installed everything (from Perl to rt itself) as a UNIX user called "rt".
Apparently there is some confusion between the root RT user and the root
UNIX user; I cannot run the rtadmin command except as root.

jdb

> -----Original Message-----
> From: Blackstone, J. David [mailto:jdavid.blackstone at cingular.com]
> Sent: Wednesday, July 17, 2002 1:54 PM
> To: rt-users at lists.fsck.com
> Subject: RE: [rt-users] Installation: No RT user found. Please consult
> yo ur RT administr ator.
> 
> 
>   Doing some tracing, I wind up at
> DBIx::SearchBuilder::Record::Cachable::_lookup_primary_cache_k
> ey, which is
> called to look up a $alternate_key of "Users:Gecos=rt' within 
> a hash from
> $this->_KeyCache that contains only 'Users:Name=Nobody' and
> 'Users:Name=RT_System'.  It looks like it's trying to look up 
> on the wrong
> field.
> 
>   I don't understand why this works for everyone else and not 
> me.  It looks
> like there's no way it can work at all.
> 
>   It's looking up by $Gecos, which it got from my RT user's 
> UNIX login ID,
> "rt."  So, is it supposed to be looking for an RT user with 
> the same name as
> the UNIX login ID?  Is there such a user (I thought it was 
> supposed to be
> named rt_user, but there doesn't seem to be a user with that 
> name, either.)
> How do I tell it that the UNIX login ID has nothing to do with RT user
> names?
> 
>   It looks like it wants me to run this as root.  Am I the 
> only person who
> tried to install this as a non-root user?  Is that the problem?
> 
>   I'm grasping at straws here with no real insight into 
> what's going on.
> 
> jdb
> 
> > -----Original Message-----
> > From: Blackstone, J. David [mailto:jdavid.blackstone at cingular.com]
> > Sent: Wednesday, July 17, 2002 8:40 AM
> > To: rt-users at lists.fsck.com
> > Subject: RE: [rt-users] Installation: No RT user found. 
> Please consult
> > yo ur RT administr ator.
> > 
> > 
> >   Okay, I started over from scratch, and had the same 
> > problem.  Here's a
> > complete log of my installation, including every assumption I 
> > made and every
> > little hack I had to make to avoid snags.  (And I mean 
> > _complete_: starting
> > with installing Perl.  You probably want to read the first 
> > paragraph and
> > skip to the end.  But just in case the problem is in my 
> MySQL setup or
> > something, everything is included.)
> > 
> > ----------------
> > 
> >   I've created a user rt, member of group rt.  Right now 
> all he has is
> > a ~/src directory with all the things I need.  I'll be 
> extracting all
> > these tarballs in ~/build.  I'm going to install each package into
> > it's on directory in $HOME, and then symlink $HOME/pkg/bin/* into
> > $HOME/bin.
> > 
> >   First, I build Perl:
> > CC=gcc ./configure.gnu --prefix=$HOME/perl561 && make && 
> make test &&
> > make install
> > I'm ignoring anything about suidperl for now.  It seems 
> like this step
> > won't be necessary since I intend to run everything as the rt user.
> > (If it becomes necessary, I'd look into pointing scripts at perl
> > itself, or make a symbolic link from perl to suidperl and 
> see if I can
> > run without the setuid bit.)
> > 
> >   Once Perl is installed, I go ahead and configure the CPAN 
> module and
> > install, my favorite toys, just in case I need them later.
> > (Bundle::CPAN, Bundle::LWP, Bundle::DBI, Bundle::DBD::CSV,
> > Time::Piece).
> > 
> >   Now it's time to install mysql.  I am following the 
> directions under
> > Docs/mysql.info -> Installing -> Installing source -> Quick install,
> > with some changes.  (Not creating a mysql user or group.)
> > ./configure --prefix=$HOME/mysql
> > make
> > 
> >   Hold on: weirdness.  I can't remember if this happened or not.
> > "make[1]: *** No rule to make target `my_init.c', needed by
> > `my_init.lo'.  Stop."
> > $ find . -name my_init.c
> > ./mysys/my_init.c
> > $ cd mysys
> > $ make my_init.lo
> > $ cd ..
> > $ make # again
> > (seemed to work...moving on)
> > make install
> > scripts/mysql_install_db
> > (chown/chgrp commands omitted)
> > cp support-files/my-medium.cnf ~/mysql/share/mysql/my.cnf
> > $HOME/mysql/safe_mysqld --user=rt &
> > 
> >   Okay, on to Apache and mod_perl.  This is Apache 1.3.26, mod_perl
> > 1.27.  They were current before the last time I blinked.
> > $ perl5.6.1 Makefile.PL APACHE_SRC=../apache_1.3.26/src USE_APACI=1
> > DO_HTTPD=1 EVERYTHING=1 APACHE_PREFIX=$HOME/apache
> > $ make && make test && make install
> > $ cd ../apache_1.3.26
> > $ make install
> > 
> > 
> >   Okay, now I've installed all the Stuff needed for rt, except for
> > some modules I'll install in a minute.  Presumably, nothing above
> > should affect my ability to get rt going.  It's all included here so
> > someone can tell me if it does, though.  Note that I didn't do
> > anything that wasn't recorded here.  (I haven't configured 
> mysql other
> > than what I typed when installing it.  No accounts, passwords, or
> > anything.  There was a sentence in the rt install docs that said,
> > "Don't forget to setup permissions for your database," 
> along with some
> > helpful info for (of all things) Postgresql (I'd rather use 
> Postgresql
> > but am trying to use Mysql to make sure everything goes swimmingly.)
> > Not quite sure what this entails, and I've taken no action.  Sounds
> > like it just means allowing connections from anywhere besides
> > localhost, and I don't need that now, anyway.)
> > 
> > 
> >   So, proceeding on to rt itself.  I've got rt 2.0.13.
> > 
> >   I customize my Makefile in the following ways:
> > RT_PATH: /home/rt/rt2
> > RT_LOG_PATH: $(RT_PATH)/var
> > DB_TYPE: mysql (default)
> > DB_HOME: /home/rt/mysql
> > DB_DBA: root
> > DB_DBA_PASSWORD: (left blank; remember, I didn't set up any accounts
> > or passwords)
> > DB_RT_USER: rt_user
> > DB_RT_PASS: I took note of this
> > WEB_USER: rt
> > WEB_GROUP: rt
> > PERL: /home/rt/bin/perl5.6.1
> > BIN_OWNER: rt
> > LIBS_OWNER: rt
> > LIBS_GROUP: rt
> > 
> >   Now I run make testdeps.  Obviously they're not all 
> there, so I run
> > make fixdeps.  Make fixdeps is a beautiful thing, by the way.
> > 
> >   It said Scalar::Util was not detected even after make 
> fixdeps, so I
> > installed it with perl5.6.1 -MCPAN -e 'install Scalar::Util'
> > 
> >   I proceeded to downgrade HTML::Mason to version 1.02.
> > 
> >   Now, everything seems to be ready, so I make install.
> > ...
> > Enter the mysql password for root: (I'm leaving this blank)
> > ...
> > Enter the mysql administrator's database password to create a 
> > new user for
> > RT
> > Enter password: (blank again)
> > Enter the mysql administrator's database password to 
> nondestructively
> > reload the database
> > Enter password: (blank)
> > Enter the mysql password for rt_user: password from Makefile
> > Checking for existing system user...not found.  This appears to be a
> > new installationCreating system user...done.
> > Can't write to '/home/rt/rt2/var/rt.log.31510.1002': No such file or
> > directory at 
> /home/rt/perl561/lib/site_perl/5.6.1/Log/Dispatch/File.pm
> > line 72.
> > make: *** [insert] Error 2
> > Whoops, I'll have to mkdir -p /home/rt/rt2/var myself.  I 
> do so, make
> > dropdb, and make install again.
> > Odd, when I make install again, I get:
> > cp: cannot create regular file `//home/rt/rt2/etc/acl.mysql': 
> > Permission
> > denied
> > make: *** [acls] Error 1
> > The file already exists, so I delete it, make dropdb, and 
> make install
> > again.
> > Same problem with /home/rt/rt2/etc/insertdata.
> > 
> >   Okay, rt is successfully installed.  Now I
> > $ rtadmin --user=root --password=xyzzy
> > No RT user found. Please consult your RT administrator.
> > $ rtadmin
> > No RT user found. Please consult your RT administrator.
> > 
> >   What gives?  I pass "select * from Users where 
> Name='root';" and get
> > something this time, at least.
> > 
> > mysql> select id, Name, Gecos from Users;
> > +----+-----------+-------+
> > | id | Name      | Gecos |
> > +----+-----------+-------+
> > |  1 | RT_System | NULL  |
> > |  2 | Nobody    | NULL  |
> > |  3 | root      | root  |
> > +----+-----------+-------+
> > 3 rows in set (0.01 sec)
> > 
> >   Since the function in rtadmin that's dying for me is 
> something about
> > "look up user by Gecos," why do I have the feeling those NULL's mean
> > something for me?  And should there be an "rt_user" in there 
> > somewhere?
> > 
> > 
> >   Last time I did not have a root user, this time I do.  Last time I
> > had some weirdness in the database install and wound up adding my
> > rt_user by hand directly in mysql.  This time I didn't have that
> > weirdness and didn't take that action, so at least I seem to be
> > closer.
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> > Have you read the FAQ? The RT FAQ Manager lives at 
> http://fsck.com/rtfm
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at 
http://fsck.com/rtfm



From jdavid.blackstone at cingular.com  Wed Jul 17 15:25:23 2002
From: jdavid.blackstone at cingular.com (Blackstone, J. David)
Date: Wed, 17 Jul 2002 14:25:23 -0500
Subject: [fsck.com #1548] [rt-users] Installation: No RT user found.  
	Please consult yo ur RT administrator.
Message-ID: <B51F31FE00049F43812645F2470401330123B7B8@crnntxswxch01.dfwnet.sbms.sbc.com>

  Okay, as a workaround I seem to be able to
$ whoami
rt
$ mysql -urt_user -p rt2
mysql> update Users set Gecos = 'rt' where Name = 'root';
mysql> quit
$ rtadmin
... works

  But it's only dumb luck and a lot of scraping (inspired by things
people've said on this list and things I've seen trying to step through the
code) that enabled me to figure that out.  Definitely not something I could
have figured out from the install docs alone, and I'm still not entirely
sure this was what I should have done.

  Basically, when rt installs, it shouldn't assume that the Gecos of the RT
root user is going to be "root," that is, it shouldn't assume I'm going to
install this as root and run the admin tools as root.  Is there a place to
configure this in the Makefile or something before I hit make install?

  Am I the only person who doesn't want to run rt as root?

jdb

> -----Original Message-----
> From: Blackstone, J. David [mailto:jdavid.blackstone at cingular.com]
> Sent: Wednesday, July 17, 2002 2:06 PM
> To: rt-users at lists.fsck.com; rt-2.0-bugs at fsck.com
> Subject: RE: [rt-users] Installation: No RT user found. Please consult
> yo ur RT administrator.
> 
> 
> During installation:
> $ whoami
> rt
> $ /path/to/rtadmin --user=root --password="<newpassword>"
> No RT user found. Please consult your RT administrator.
> $ /path/to/rtadmin --user=rt --password="<newpassword>"
> No RT user found. Please consult your RT administrator.
> $ /path/to/rtadmin
> No RT user found. Please consult your RT administrator.
> $ su
> Password:
> # /path/to/rtadmin --user=root --password="<newpassword>"
> User root Password: The new value has been set.
> # ^D
> 
>   I'm told to type this command during installation to avoid 
> an important
> security hole with the default root RT user password.  I have 
> compiled and
> installed everything (from Perl to rt itself) as a UNIX user 
> called "rt".
> Apparently there is some confusion between the root RT user 
> and the root
> UNIX user; I cannot run the rtadmin command except as root.
> 
> jdb



From mhershey at mhpcc.edu  Wed Jul 17 16:55:58 2002
From: mhershey at mhpcc.edu (Michele Hershey)
Date: Wed, 17 Jul 2002 10:55:58 -1000
Subject: [rt-users] How-To  Change status words instead their interpretation
Message-ID: <3D35D9DE.42A08D5@mhpcc.edu>

The STATUS words given are great, but to conform to our CM we need to
"change" them and not just how they are interpretted.

I'm fumbling through some of the docs.

Any help would be greatly apprecaited.

Thanks,
Michele
-------------- next part --------------
A non-text attachment was scrubbed...
Name: mhershey.vcf
Type: text/x-vcard
Size: 237 bytes
Desc: Card for Michele Hershey
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020717/0047700a/attachment.vcf>

From boris.goldowsky at fen.com  Wed Jul 17 17:00:05 2002
From: boris.goldowsky at fen.com (boris.goldowsky at fen.com)
Date: Wed, 17 Jul 2002 17:00:05 -0400
Subject: [rt-users] multiple email addresses for one person
Message-ID: <200207172100.g6HL05f13616@sterno.infoplease.com>

Rich Lafferty writes:
> Oof, you were so close there :-) Look at CanonicalizeAddress in
> config.pm.

Thanks, that does do the trick for me.

I still think it would be a useful feature to allow the assignment of
multiple email addresses to a single user through the web interface,
though, so I don't have to maintain that information for each user in
the config file.

Bng




From seph at commerceflow.com  Wed Jul 17 17:35:16 2002
From: seph at commerceflow.com (seph)
Date: 17 Jul 2002 14:35:16 -0700
Subject: [fsck.com #1548] [rt-users] Installation: No RT user found.   Please consult yo ur RT administrator.
In-Reply-To: "Blackstone, J. David"'s message of "Wed, 17 Jul 2002 14:25:23 -0500"
References: <B51F31FE00049F43812645F2470401330123B7B8@crnntxswxch01.dfwnet.sbms.sbc.com>
Message-ID: <6y8z4arqaz.fsf@seph.commerceflow.com>

>   Basically, when rt installs, it shouldn't assume that the Gecos of the RT
> root user is going to be "root," that is, it shouldn't assume I'm going to
> install this as root and run the admin tools as root.  Is there a place to
> configure this in the Makefile or something before I hit make install?

I'm by no means a mysql expert, but it sounds like your mysql is using
the information it the gecos field for authentication. I expect that
could, and should change.

seph



From pdh at snapgear.com  Wed Jul 17 18:43:21 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 18 Jul 2002 08:43:21 +1000
Subject: [rt-users] RT and Projects
In-Reply-To: <C55883A8130FD41194BC00104B9CDD3B02E15516@OLDTMS018>
References: <C55883A8130FD41194BC00104B9CDD3B02E15516@OLDTMS018>
Message-ID: <20020717224321.GD486@luggage>

Goldowsky, Boris wrote:
> We've been using RT pretty happily for keeping track of simple requests and
> tasks, but lately I've been thinking about how best to track "projects", by
> which I mean something larger than the typical trouble-ticket item.  A
> project might have multiple developers working on it, go through various
> stages of a lifecycle, and have a number of subtasks, for instance.

If you have a budget, you might consider sponsoring Jesse's
development of DTRT, which sounds pretty much like what you
want (and if you're paying for it, it'll probably end up
*exactly* what you want. :-)



From pdh at snapgear.com  Wed Jul 17 18:48:35 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 18 Jul 2002 08:48:35 +1000
Subject: [rt-users] multiple email addresses for one person
In-Reply-To: <200207172100.g6HL05f13616@sterno.infoplease.com>
References: <200207172100.g6HL05f13616@sterno.infoplease.com>
Message-ID: <20020717224835.GE486@luggage>

boris.goldowsky at fen.com wrote:
> I still think it would be a useful feature to allow the assignment of
> multiple email addresses to a single user through the web interface,
> though, so I don't have to maintain that information for each user in
> the config file.

A "middle ground" might be to have config.pm look up the details
in a database; you'd have no web interface to it (unless you
wrote one), but at least it wouldn't involve regular butchering
of config.pm and web server restarts.....

I'm not sure whether multiple email addresses is a feature planned
for the next major release; it has however been mentioned before.
Jesse, if you're reading this, is it likely?

mmm... "merge this user into that user".... 



From gribble at cs.ucdavis.edu  Wed Jul 17 19:02:11 2002
From: gribble at cs.ucdavis.edu (Ken Gribble)
Date: Wed, 17 Jul 2002 16:02:11 -0700
Subject: [rt-users] Problem with double headers in email sent from RT
Message-ID: <5.1.0.14.2.20020717155646.00a95208@localhost>

Hey everyone! Kudos to all the cool work Jesse, et. all! RT Rawks!

I just upgraded to 2.0. Whew! A few minor problems later, I'm stuck on 
something.

It seems that the email that my RT sends out has double headers, (see 
below). I searched through the FAQ and the Archives, but I didn't find any 
mention of this problem. Has anyone run across this problem? Any ideas 
where to start to find the problem?

Thanks for any help!

-Ken

Date: Fri, 12 Jul 2002 13:07:22 -0700
X-RT-Loop-Prevention: cs.ucdavis.edu
X-RT-Loop-Prevention: cs.ucdavis.edu
Message-Id: <rt-5129-22403.7.91050157126094 at cs.ucdavis.edu>
Message-Id: <rt-5129-22403.7.91050157126094 at cs.ucdavis.edu>
Subject: [cs.ucdavis.edu #5129] test
Subject: [cs.ucdavis.edu #5129] test
In-Reply-To: <rt-5129 at cs.ucdavis.edu>
In-Reply-To: <rt-5129 at cs.ucdavis.edu>
Managed-BY: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/)
Managed-BY: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/)
From: "test via RT" <support at cs.ucdavis.edu>
From: "test via RT" <support at cs.ucdavis.edu>
RT-Ticket: cs.ucdavis.edu #5129
RT-Ticket: cs.ucdavis.edu #5129
Bcc:
Bcc:
Reply-To: support at cs.ucdavis.edu
Reply-To: support at cs.ucdavis.edu
X-Mailer: Perl5 Mail::Internet v1.45
X-Mailer: Perl5 Mail::Internet v1.45
Precedence: bulk
Precedence: bulk
RT-Originator: test at cs.ucdavis.edu
RT-Originator: test at cs.ucdavis.edu
Sender: Apache <apache at cs.ucdavis.edu>
Sender: Apache <apache at cs.ucdavis.edu>



-Ken Gribble
Systems Support Group
Computer Science department
University of California, Davis





From mrz at intelenet.net  Wed Jul 17 19:12:59 2002
From: mrz at intelenet.net (matthew zeier)
Date: Wed, 17 Jul 2002 16:12:59 -0700
Subject: [rt-users] using RT::Mason and php - problems
Message-ID: <027801c22de8$46400ae0$6d180a0a@MRZTP>

I'm trying to get timesheet.php up and running on the same server that's
running RT.  The first problem I ran into was getting Mason to ignore the
location of the php files.

However, I don't think the handler is right since the server isn't parsing
the php page but instead spitting out a file for download.  Here's what I
have in my configs:


<Location /timesheet>
  SetHandler default-handler
</Location>

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

This is all within <VirtualHost _default_:443> .

Anyone else get anything like this working?

--
matthew zeier                        | "In mathematics you don't understand
InteleNet Communications, Inc.       |  things.  You just get used to them."
(949) 784-7904                       |       - John von Newmann





From pdh at snapgear.com  Wed Jul 17 21:04:15 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 18 Jul 2002 11:04:15 +1000
Subject: [fsck.com #1548] [rt-users] Installation: No RT user found. Please consult yo ur RT administrator.
In-Reply-To: <B51F31FE00049F43812645F2470401330123B7B8@crnntxswxch01.dfwnet.sbms.sbc.com>
References: <B51F31FE00049F43812645F2470401330123B7B8@crnntxswxch01.dfwnet.sbms.sbc.com>
Message-ID: <20020718010415.GG450@luggage>

Blackstone, J. David wrote:
>   Okay, as a workaround I seem to be able to
> $ whoami
> rt
> $ mysql -urt_user -p rt2
> mysql> update Users set Gecos = 'rt' where Name = 'root';
> mysql> quit
> $ rtadmin
> ... works

Cool. Suggested patch attached, for next time. :-)

(Note, I haven't tried this. If you're in a position to do so, would
you mind applying it and reattempting your installation?

>   Basically, when rt installs, it shouldn't assume that the Gecos of the RT
> root user is going to be "root," that is, it shouldn't assume I'm going to
> install this as root and run the admin tools as root.  Is there a place to
> configure this in the Makefile or something before I hit make install?

With this patch, hopefully. ;-)

>   Am I the only person who doesn't want to run rt as root?

It doesn't "run" as root per se; it'll run as

a) the userid of your MTA (for mailed transactions)
b) the userid of your webserver (for the web UI)
c) Joe Random User's userid (for commandline UI)

Anyway, see how the patch goes. The description of ROOT_USER
could use some improvement....
-------------- next part --------------
Index: Makefile
===================================================================
RCS file: /raid/cvsroot/rt/Makefile,v
retrieving revision 1.164
diff -u -r1.164 Makefile
--- Makefile	2002/07/13 04:22:39	1.164
+++ Makefile	2002/07/18 01:01:27
@@ -27,6 +27,9 @@
 # Group that should own all of RT's libraries, generally root.
 LIBS_GROUP		=	bin
 
+# RT Superuser's Unix login; change this if you install everything
+# under a non-root Unix account.
+ROOT_USER		=	root
 
 
 # {{{ Files and directories 
@@ -350,7 +353,8 @@
 	cp -rp ./tools/insertdata \
 		 $(DESTDIR)/$(RT_ETC_PATH)
 	$(PERL) -p -i -e " s'!!RT_ETC_PATH!!'$(RT_ETC_PATH)'g;\
-		           s'!!RT_LIB_PATH!!'$(RT_LIB_PATH)'g;"\
+		           s'!!RT_LIB_PATH!!'$(RT_LIB_PATH)'g;\
+		           s'!!ROOT_USER!!'$(ROOT_USER)'g;"\
 		$(DESTDIR)/$(RT_ETC_PATH)/insertdata
 
 bin-install:
Index: tools/insertdata
===================================================================
RCS file: /raid/cvsroot/rt/tools/insertdata,v
retrieving revision 1.6
diff -u -r1.6 insertdata
--- tools/insertdata	2002/02/18 21:31:16	1.6
+++ tools/insertdata	2002/07/18 01:01:28
@@ -116,7 +116,7 @@
 
         {
             Name         => 'root',
-            Gecos        => 'root',
+            Gecos        => '!!ROOT_USER!!',
             RealName     => 'Enoch Root',
             Password     => 'password',
             EmailAddress => "root\@localhost",

From mwatson at netspace.net.au  Wed Jul 17 21:26:26 2002
From: mwatson at netspace.net.au (Matthew Watson)
Date: Thu, 18 Jul 2002 11:26:26 +1000
Subject: [rt-users] Somewhat OT: gnupg and enhanced mailgate
Message-ID: <FCEEINDILJOBHBHAPOJPIEEKDHAA.mwatson@netspace.net.au>

Heya.

 I'm trying to get the enhanced mailgate to work, and struggling with gnupg
(doesn't help that their website is currently down)

I've setup gnupg on the server and imported my public key into its keyring.
i'm then signing the emails to RT,  but it reports in the log files that the
key is bad,
output from gpg as follows.

gpg: Warning: using insecure memory!
gpg: please see http://www.gnupg.org/faq.html for more information
gpg: Signature made Thu Jul 18 11:22:27 2002 EST using DSA key ID AD679E66
gpg: BAD signature from "mwatson <mwatson at netspace.net.au>"
Bad PGP Signature: gpg: BAD signature from "mwatson
<mwatson at netspace.net.au>"

any ideas? I'd look through the mailing lists for gnupg, but thats down too
:)


Regards,



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

-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 221 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020718/e97e1eb4/attachment.sig>

From hwagener at hamburg.fcb.com  Thu Jul 18 10:24:29 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 18 Jul 2002 16:24:29 +0200
Subject: [rt-users] How-To  Change status words instead their interpretation
References: <3D35D9DE.42A08D5@mhpcc.edu>
Message-ID: <3D36CF9D.FA8E3BD8@hamburg.fcb.com>

Michele Hershey wrote:

> The STATUS words given are great, but to conform to our CM we need to
> "change" them and not just how they are interpretted.
>
> I'm fumbling through some of the docs.
>
> Any help would be greatly apprecaited.
>
> Thanks,
> Michele

The easiest way would be _not_ to change the status words at all (major
hassle), but to add keywords that are according to Your CM (whatever that is).

Regards,
    Harald

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


-------------- next part --------------
A non-text attachment was scrubbed...
Name: hwagener.vcf
Type: text/x-vcard
Size: 202 bytes
Desc: Card for Harald Wagener
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020718/79949c78/attachment.vcf>

From sigl at mpe.mpg.de  Thu Jul 18 04:51:20 2002
From: sigl at mpe.mpg.de (Rainer Sigl)
Date: Thu, 18 Jul 2002 10:51:20 +0200
Subject: [rt-users] PDA support for RT
Message-ID: <200207180857.KAA19222@mpehp1.mpe-garching.mpg.de>

Hi,
is there any experience with PDA's for creating and maintaining tickets.

If there is any, what kind of PDA  or which Software/ OPerating System is 
good?

Regards
Rainer



From sven.sternberger at desy.de  Thu Jul 18 05:08:37 2002
From: sven.sternberger at desy.de (Sven Sternberger)
Date: 18 Jul 2002 11:08:37 +0200
Subject: [rt-users] Missing mail?
In-Reply-To: 	<54045BFDAD47D5118A850002A5095CC30127A616@exchange1.cam.pace.co.uk>
References: 	<54045BFDAD47D5118A850002A5095CC30127A616@exchange1.cam.pace.co.uk>
Message-ID: <1026983321.7053.22.camel@zitpcx3298>

Hello!

Before you install the scrips you should check in the
source code if the path settings are correct
* to the perl interp.
* to the modules

The second isssue with the log file is probably a problem
with the right management. Look which user or group your
web server is running and allow the web server user/group
to write files in the directory.

okay hope this help

bye!

Am Mit, 2002-07-17 um 11.04 schrieb Neil Bingham:
> > > One small niggle I've spotted is that if I go in as root 
> > and reassign an
> > > issue to another person that person doesn't get notified by email.
> > 
> > You wish to have the following Scrips on your queue:
> > 
> > 	OnOwnerChange NotifyOwnerAsComment with template Give
> > 	OnOwnerChange NotifyOldOwner with template Steal
> > 
> > The extra ScripCondition and ScripAction can be transferred from:
> > 
> > 	http://www.fsck.com/pub/rt/contrib/2.0/OwnerChange/
> > 	http://www.fsck.com/pub/rt/contrib/2.0/NotifyOldOwner/
> 
> Thanks.  I've installed them, and my rules now look like this, but no mail
> is being sent.
> 
> OnOwnerChange NotifyOldOwner with template Steal 
> OnOwnerChange NotifyOwner with template Give 
> OnOwnerChange NotifyRequestors with template Steal
> 
> There is nothing in the sendmail logs.  RT isn't logging anything.  I have
> lots of zero byte files in my log dir.
> 
> Neil.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
-- 
Sven Sternberger                     Tel.: +49 (0) 40 8998 4397
Desy                                 Email: sven.sternberger at desy.de
Notkestr. 85
D-22607 Hamburg





From sven.sternberger at desy.de  Thu Jul 18 05:20:39 2002
From: sven.sternberger at desy.de (Sven Sternberger)
Date: 18 Jul 2002 11:20:39 +0200
Subject: [rt-users] Different email sender for comment and correspondence!
Message-ID: <1026984040.7053.30.camel@zitpcx3298>

Hi!

I try to find a way to change the eMail- Sender, depending
on the type of message if I send a reply the sender should
be the "Correspondence Adress", if I send a comment the sender
should be the "comment-address".

To show you the problem. I get a ticket from a USER, and i decide
to ask an expert wo rt access for a solution. I write a comment with 
a CC to the expert. The expert replies something like
"oh this goon bastard. I hate this x+**# user"
because this is send to the "correspondence adress", the user will
receive it too.

bye!

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





From pdh at snapgear.com  Thu Jul 18 05:53:25 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 18 Jul 2002 19:53:25 +1000
Subject: [rt-users] Missing mail?
In-Reply-To: <1026983321.7053.22.camel@zitpcx3298>
References: <54045BFDAD47D5118A850002A5095CC30127A616@exchange1.cam.pace.co.uk> <1026983321.7053.22.camel@zitpcx3298>
Message-ID: <20020718095325.GA99534@dorfl.internal.moreton.com.au>

Sven Sternberger wrote:
> The second isssue with the log file is probably a problem
> with the right management. Look which user or group your
> web server is running and allow the web server user/group
> to write files in the directory.

Nope, lots of empty logfiles is normal operation. :)

If scrips are failing, try increasing the logging level.
Look in config.pm for $LogToScreen and $LogToFile.



From pdh at snapgear.com  Thu Jul 18 05:55:36 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 18 Jul 2002 19:55:36 +1000
Subject: [rt-users] Different email sender for comment and correspondence!
In-Reply-To: <1026984040.7053.30.camel@zitpcx3298>
References: <1026984040.7053.30.camel@zitpcx3298>
Message-ID: <20020718095536.GB99534@dorfl.internal.moreton.com.au>

Sven Sternberger wrote:
> To show you the problem. I get a ticket from a USER, and i decide
> to ask an expert wo rt access for a solution. I write a comment with 
> a CC to the expert. The expert replies something like
> "oh this goon bastard. I hate this x+**# user"
> because this is send to the "correspondence adress", the user will
> receive it too.

Sounds like your OnComment scrip uses a Notify action instead of a
NotifyAsComment.



From hwagener at hamburg.fcb.com  Thu Jul 18 13:34:52 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 18 Jul 2002 19:34:52 +0200
Subject: [rt-users] PDA support for RT
References: <200207180857.KAA19222@mpehp1.mpe-garching.mpg.de>
Message-ID: <3D36FC3C.2950BAC2@hamburg.fcb.com>

Rainer Sigl wrote:

> Hi,
> is there any experience with PDA's for creating and maintaining tickets.
>
> If there is any, what kind of PDA  or which Software/ OPerating System is
> good?
>
> Regards
> Rainer

Hello Rainer,
since the rt web frontend is relatively light, You should be able to use any
PDA that can connect to Your RT server and has a decent  browser. There is an
unsupported WapRT add on for WAP only devices available in the contrib area on
the RT web page as well. As far as I know, there is no way to work on tickets
asynchronously  and upload the status changes on PDA synchronization. If You
want such a feature, it would be best for You to contact
sales at bestpractical.com .

Regards,
    Harald

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


-------------- next part --------------
A non-text attachment was scrubbed...
Name: hwagener.vcf
Type: text/x-vcard
Size: 202 bytes
Desc: Card for Harald Wagener
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020718/400ccd2c/attachment.vcf>

From neil.bingham at pace.co.uk  Thu Jul 18 08:24:44 2002
From: neil.bingham at pace.co.uk (Neil Bingham)
Date: Thu, 18 Jul 2002 13:24:44 +0100
Subject: [rt-users] Missing mail?
Message-ID: <54045BFDAD47D5118A850002A5095CC30127A624@exchange1.cam.pace.co.uk>

> Sven Sternberger wrote:
> > The second isssue with the log file is probably a problem
> > with the right management. Look which user or group your
> > web server is running and allow the web server user/group
> > to write files in the directory.
> 
> Nope, lots of empty logfiles is normal operation. :)
> 
> If scrips are failing, try increasing the logging level.
> Look in config.pm for $LogToScreen and $LogToFile.

Thanks.  I figured out the problem with the scips not running.

I'll look into the logging

Neil.



From jdavid.blackstone at cingular.com  Thu Jul 18 11:08:21 2002
From: jdavid.blackstone at cingular.com (Blackstone, J. David)
Date: Thu, 18 Jul 2002 10:08:21 -0500
Subject: [fsck.com #1548] [rt-users] Installation: No RT user found. P
	lease consult yo ur RT administrator.
Message-ID: <B51F31FE00049F43812645F2470401330123B8B5@crnntxswxch01.dfwnet.sbms.sbc.com>


> -----Original Message-----
> From: Phil Homewood [mailto:pdh at snapgear.com]
> Sent: Wednesday, July 17, 2002 8:04 PM
> To: Blackstone, J. David
> Cc: rt-users at lists.fsck.com; rt-2.0-bugs at fsck.com
> Subject: Re: [fsck.com #1548] [rt-users] Installation: No RT 
> user found.
> Please consult yo ur RT administrator.
> 
> 
> Blackstone, J. David wrote:
> >   Okay, as a workaround I seem to be able to
> > $ whoami
> > rt
> > $ mysql -urt_user -p rt2
> > mysql> update Users set Gecos = 'rt' where Name = 'root';
> > mysql> quit
> > $ rtadmin
> > ... works
> 
> Cool. Suggested patch attached, for next time. :-)
> 
> (Note, I haven't tried this. If you're in a position to do so, would
> you mind applying it and reattempting your installation?

  Yes!  The patch worked great!  Thank you!  (I hope that wanders into a
future release. :) )

jdb



From darren at boston.com  Thu Jul 18 12:10:26 2002
From: darren at boston.com (darren chamberlain)
Date: Thu, 18 Jul 2002 12:10:26 -0400
Subject: [rt-users] using RT::Mason and php - problems
In-Reply-To: <027801c22de8$46400ae0$6d180a0a@MRZTP>
References: <027801c22de8$46400ae0$6d180a0a@MRZTP>
Message-ID: <20020718161026.GG6170@boston.com>

* matthew zeier <mrz at intelenet.net> [2002-07-17 19:19]:
> I'm trying to get timesheet.php up and running on the same server
> that's running RT.  The first problem I ran into was getting Mason to
> ignore the location of the php files.
> 
> However, I don't think the handler is right since the server isn't
> parsing the php page but instead spitting out a file for download.
> Here's what I have in my configs:
> 
> 
> <Location /timesheet>
>   SetHandler default-handler
> </Location>
> 
> <Location />
>   SetHandler perl-script
>   PerlHandler RT::Mason
> </Location>

Try this:

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

<Location /timesheet>
  SetHandler default-handler
  # Don't you want php-script or whatever it is here?
</Location>

Order is important.

(darren)

-- 
If Jesus Christ were to come today, people would not even crucify
him.  They would ask him to dinner, and hear what he had to say,
and make fun of it.
    -- Thomas Carlyle



From mrz at intelenet.net  Thu Jul 18 13:53:46 2002
From: mrz at intelenet.net (matthew zeier)
Date: Thu, 18 Jul 2002 10:53:46 -0700
Subject: [rt-users] using RT::Mason and php - problems
References: <027801c22de8$46400ae0$6d180a0a@MRZTP> <20020718161026.GG6170@boston.com>
Message-ID: <008101c22e84$10bc1e80$6d180a0a@MRZTP>

>
> Try this:
>
> <Location />
>   SetHandler perl-script
>   PerlHandler RT::Mason
> </Location>
>
> <Location /timesheet>
>   SetHandler default-handler
>   # Don't you want php-script or whatever it is here?
> </Location>
>
> Order is important.

I had tried both orders.  Anyone know what the handler for php is?  I don't
see anything for it in my other php servers.




From mnagel at willingminds.com  Thu Jul 18 14:52:52 2002
From: mnagel at willingminds.com (Mark D. Nagel)
Date: Thu, 18 Jul 2002 11:52:52 -0700
Subject: [rt-users] using RT::Mason and php - problems
References: <027801c22de8$46400ae0$6d180a0a@MRZTP> <20020718161026.GG6170@boston.com> <008101c22e84$10bc1e80$6d180a0a@MRZTP>
Message-ID: <010401c22e8c$51e5f7c0$cc6fa8c0@BLEU>

----- Original Message -----
From: "matthew zeier" <mrz at intelenet.net>
To: "darren chamberlain" <darren at boston.com>; <rt-users at fsck.com>
Sent: Thursday, July 18, 2002 10:53 AM
Subject: Re: [rt-users] using RT::Mason and php - problems

> > <Location /timesheet>
> >   SetHandler default-handler
> >   # Don't you want php-script or whatever it is here?
> > </Location>
> >
> > Order is important.
>
> I had tried both orders.  Anyone know what the handler for php is?  I
don't
> see anything for it in my other php servers.

SetHandler application/x-httpd-php

Mark






From robie at principle.co.uk  Fri Jul 19 03:02:45 2002
From: robie at principle.co.uk (Robie Basak)
Date: 19 Jul 2002 08:02:45 +0100
Subject: [rt-users] Requestor-mode interface and multiple-requestor access to tickets
Message-ID: <1027062165.19419.14.camel@debian>

Hi,

I'm currently using RT 2.0.13 (though upgrading isn't a problem if it's
needed).

We need to provide access to our customers to see their tickets for the
first time. To do this, I just set the username that corresponded to the
requestor (same as email, he got automatically added at some point) a
password, and he can now log in and gets the requestor-mode interface.

I currently have globally given the pseudogroup Requestor the right to
ReplyToTicket and ShowTicket, and on the queue I want customers to see
(the Support queue) the pseudogroup Everyone has rights to CreateTicket
and SeeQueue.

The trouble is, I want him to be able to view all tickets generated by
his company, not just those originating from his own email address. So
access-control based on the requestor field won't work.

How do I do this?

The first thing to do is identify which users should be able to see
which tickets; in my case this would be the domain part of the email
address, though that's not very generic and keywords would probably be a
better solution (especially as they can't set them). We do have keywords
set for this purpose, so ideally I'd like to provide a list of users
corresponding to a particular keyword, and any ticket with that keyword
would be able to be viewed by all those users, IYSWIM.

For example, all tickets generated by this company have the Company
keyword set to X. I'd like to provide a list of users which will be able
to see the ticket if the ticket's keywords includes "Company: X", using
the requestor-mode interface.

Any ideas? I reckon this is a fairly generic requirement so if any
hacking is needed then I'll happily code it, I'd like to know what
solution is likely to be accepted and then I'll provide a patch.

Cheers,
Robie.



From robie at principle.co.uk  Fri Jul 19 04:35:33 2002
From: robie at principle.co.uk (Robie Basak)
Date: 19 Jul 2002 09:35:33 +0100
Subject: [rt-users] Cannot search by requestor
Message-ID: <1027067733.24583.26.camel@debian>

Hi, 

Searching by requestor seems to always return no results. I'm using RT
2.0.13 and on a remote postgres. 

I found someone saying something similar in the archives and tried to
upgrade DBIx::SearchBuilder accordingly (I'm using Debian Woody, so
first I purged the package libdbix-searchbuilder-perl and then installed
0.61 from source, then restarted apache-perl) but this didn't seem to
help. 

I put: 
  use Data::Dumper; 
  print Dumper (\%args); 
in Limit() in RT/EasySearch.pm and the result is attached. Is the query
correct at that stage?

Here's the postgres log:
ProcessQuery
CommitTransactionCommand
StartTransactionCommand
query: SELECT DISTINCT main.* FROM Tickets main, Watchers Watchers_1 
LEFT JOIN Users as Users_2  ON  Watchers_1.Owner = Users_2.id  WHERE
((main.EffectiveId = main.id)) AND ((Watchers_1.Scope = 'Ticket')) AND
((main.id = '1')) AND ((Watchers_1.Type = 'Requestor')) AND
((lower(Watchers_1.Email) =
'robie at principle.co.uk')OR(lower(Users_2.EmailAddress) =
'robie at principle.co.uk'))  AND main.id = Watchers_1.Value  
ERROR:  parser: parse error at or near "left"
AbortCurrentTransaction

Robie.
-------------- next part --------------
Script started on Fri Jul 19 08:55:45 2002
$ ./rt --id=1- --summary --limit-requestor=robie at principle.co.uk
  id  Stat    Queue                                   Subject         Requestor 
$VAR1 = {
          'VALUE' => '1',
          'FIELD' => 'id',
          'ENTRYAGGREGATOR' => 'AND',
          'OPERATOR' => '>=',
          'CASESENSITIVE' => 1
        };
$VAR1 = {
          'VALUE' => 'Ticket',
          'FIELD' => 'Scope',
          'ALIAS' => 'Watchers_1',
          'OPERATOR' => '=',
          'CASESENSITIVE' => 1
        };
$VAR1 = {
          'VALUE' => 'robie at principle.co.uk',
          'FIELD' => 'Email',
          'ALIAS' => 'Watchers_1',
          'ENTRYAGGREGATOR' => 'OR',
          'SUBCLAUSE' => 'WatcherEmailAddress',
          'OPERATOR' => '=',
          'CASESENSITIVE' => 0
        };
$VAR1 = {
          'VALUE' => 'robie at principle.co.uk',
          'FIELD' => 'EmailAddress',
          'ALIAS' => 'Users_2',
          'ENTRYAGGREGATOR' => 'OR',
          'SUBCLAUSE' => 'WatcherEmailAddress',
          'OPERATOR' => '=',
          'CASESENSITIVE' => 0
        };
$VAR1 = {
          'VALUE' => 'Requestor',
          'FIELD' => 'Type',
          'ALIAS' => 'Watchers_1',
          'ENTRYAGGREGATOR' => 'OR',
          'OPERATOR' => '=',
          'CASESENSITIVE' => 1
        };
$VAR1 = {
          'VALUE' => 'main.id',
          'FIELD' => 'EffectiveId',
          'OPERATOR' => '=',
          'CASESENSITIVE' => 1,
          'QUOTEVALUE' => 0
        };

Script done on Fri Jul 19 08:57:48 2002

From awahlfeldt at subshell.com  Fri Jul 19 09:37:22 2002
From: awahlfeldt at subshell.com (Andreas Wahlfeldt)
Date: Fri, 19 Jul 2002 15:37:22 +0200
Subject: [rt-users] no ticket content in replies
Message-ID: <034401c22f29$6950c1e0$d1164fd4@bernoulli>

hi @all,

digging through the archives didn't help. maybe somebody out there can.

my problem :
i' ve got several email-generated tickets containing attachments (mostly
screenshots < 200kb). if i reply to one of those tickets via the webui, the
original ticket-text is not quoted. the "Update ticket" screen just repeats
the requestor email and issue date and a single '>' without any ticket-text
(see below).

[dont_need_to_know at subshell.com - Thu Jul 18 18:36:29 2002]:

>

this (to may knowledge) only occurs, if the ticket contains any kind of
attachment.
anybody expirienced the same ?

any help will be greatly appreciated.

my config :
RT 2.0.13
MySQL 3.23.4


Andreas Wahlfeldt
subshell GmbH
Weidenallee 1
20357 Hamburg

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








From jvaldes at sv.intercomnet.net  Fri Jul 19 10:05:03 2002
From: jvaldes at sv.intercomnet.net (Jorge Valdes)
Date: Fri, 19 Jul 2002 08:05:03 -0600
Subject: [rt-users] Requestor-mode interface and multiple-requestor access to tickets
References: <1027062165.19419.14.camel@debian>
Message-ID: <008601c22f2d$47be41c0$431cebcd@sv.intercomnetl.net>

Hi Robie,

I am new to RT and am still testing out my installation.  Regarding your
dilema, you could create a user for each company and give that user all the
necesary permissions.  That way they would be able to see all the tickets.
Regarding notifications, you could setup a list of e-mail addresses for the
replies.  You could sell this idea by telling the company that this way
*everyone* will be notified of a ticket submission and will be notified when
resolved.

My 2 cents.

Jorge.
----- Original Message -----
From: "Robie Basak" <robie at principle.co.uk>
To: <rt-users at fsck.com>
Sent: Friday, July 19, 2002 1:02 AM
Subject: [rt-users] Requestor-mode interface and multiple-requestor access
to tickets


Hi,

I'm currently using RT 2.0.13 (though upgrading isn't a problem if it's
needed).

We need to provide access to our customers to see their tickets for the
first time. To do this, I just set the username that corresponded to the
requestor (same as email, he got automatically added at some point) a
password, and he can now log in and gets the requestor-mode interface.

I currently have globally given the pseudogroup Requestor the right to
ReplyToTicket and ShowTicket, and on the queue I want customers to see
(the Support queue) the pseudogroup Everyone has rights to CreateTicket
and SeeQueue.

The trouble is, I want him to be able to view all tickets generated by
his company, not just those originating from his own email address. So
access-control based on the requestor field won't work.

How do I do this?

The first thing to do is identify which users should be able to see
which tickets; in my case this would be the domain part of the email
address, though that's not very generic and keywords would probably be a
better solution (especially as they can't set them). We do have keywords
set for this purpose, so ideally I'd like to provide a list of users
corresponding to a particular keyword, and any ticket with that keyword
would be able to be viewed by all those users, IYSWIM.

For example, all tickets generated by this company have the Company
keyword set to X. I'd like to provide a list of users which will be able
to see the ticket if the ticket's keywords includes "Company: X", using
the requestor-mode interface.

Any ideas? I reckon this is a fairly generic requirement so if any
hacking is needed then I'll happily code it, I'd like to know what
solution is likely to be accepted and then I'll provide a patch.

Cheers,
Robie.

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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm





From robie at principle.co.uk  Fri Jul 19 10:40:56 2002
From: robie at principle.co.uk (Robie Basak)
Date: 19 Jul 2002 15:40:56 +0100
Subject: [rt-users] Requestor-mode interface and
	multiple-requestoraccess to tickets
In-Reply-To: <00bb01c22f30$f5e5a9c0$431cebcd@sv.intercomnetl.net>
References: <1027062165.19419.14.camel@debian>
	<008601c22f2d$47be41c0$431cebcd@sv.intercomnetl.net>
	<1027088366.24584.41.camel@debian> 
	<00bb01c22f30$f5e5a9c0$431cebcd@sv.intercomnetl.net>
Message-ID: <1027089656.24584.45.camel@debian>

On Fri, 2002-07-19 at 15:31, Jorge Valdes wrote:
> If all the email is coming from the same domain, you could mangle the
> address so that its always the same user... this with the rt-mailgate
> script....

Sorry, my email should've gone to the list (it's quoted below). Maybe I
should just go back to mutt...

Thanks, I think that'll have to be the short-term fix at least.

Is it an idea to have RT do something better itself? Would anyone else
find this kind of feature useful?

Robie.


> ----- Original Message -----
> From: "Robie Basak" <robie at principle.co.uk>
> To: "Jorge Valdes" <jvaldes at sv.intercomnet.net>
> Sent: Friday, July 19, 2002 8:19 AM
> Subject: Re: [rt-users] Requestor-mode interface and
> multiple-requestoraccess to tickets
> 
> 
> On Fri, 2002-07-19 at 15:05, Jorge Valdes wrote:
> > Hi Robie,
> >
> > I am new to RT and am still testing out my installation.  Regarding your
> > dilema, you could create a user for each company and give that user all
> the
> > necesary permissions.  That way they would be able to see all the tickets.
> > Regarding notifications, you could setup a list of e-mail addresses for
> the
> > replies.  You could sell this idea by telling the company that this way
> > *everyone* will be notified of a ticket submission and will be notified
> when
> > resolved.
> 
> Thanks for your thoughts.
> 
> The problem is that if someone from the company then emails a new ticket
> in, without the From: part of the email specifying this general company
> tracking email address, then a new requestor will be autogenerated and
> they won't be able to view the ticket in the requestor-mode interface,
> if you follow me.
> 
> Or are you suggesting that I rewrite the email on its way in (I was
> thinking about doing this as a temporary solution)?
> 
> Robie.
> 
> 




From freebsd at coal.sentex.ca  Fri Jul 19 13:10:43 2002
From: freebsd at coal.sentex.ca (Damian Gerow)
Date: Fri, 19 Jul 2002 13:10:43 -0400
Subject: [rt-users] Headers from a transaction
Message-ID: <19990330197.20020719131043@sentex.net>

We have a queue set up called 'Limbo', to hold tickets that either fail an
SA check, or don't match any of our procmail recipes.  Because of the nature
of the queue, we don't care to be notified with the /body/ of the requesting
e-mail message, rather, we'd prefer to see the headers.

Right now, our template is $Transaction->Content(), but that gives us the
body. Is there any way to pull the headers from a transaction object?

Thanks.

  - Damian




From bruce_campbell at ripe.net  Fri Jul 19 13:49:46 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 19 Jul 2002 19:49:46 +0200 (CEST)
Subject: [rt-users] Headers from a transaction
In-Reply-To: <19990330197.20020719131043@sentex.net>
Message-ID: <Pine.LNX.4.44.0207191913290.32509-100000@x22.ripe.net>

On Fri, 19 Jul 2002, Damian Gerow wrote:

> Right now, our template is $Transaction->Content(), but that gives us the
> body. Is there any way to pull the headers from a transaction object?

Well, you could use $Transaction->Message->First->Headers() , but thats a
bit of a mouthful, and doesn't give you other nice options.

The following can be added to lib/RT/Transaction.pm, and will let you
sauce your Templates to your preferred taste with $Transaction->Headers(),
$Transaction->Headers( Prefix => '> ' ), or $Transaction->Headers( Quote
=> '1', Wrap => '76', Prefix => ': ' ).

( Note, this code is a 5 minute hack, and may require slight adjustment
  for use )

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

# To be added to Transaction.pm
# Mostly same usage as RT::Transaction->Content()
# Takes a paramhash.  If the $args{'Quote'} parameter is set, wraps this
# message at $args{'Wrap'}.  $args{'Wrap'} defaults to 70.
# If $args{'Prefix'} is set, prefixes each line with this sequence (ie, use
# '> ' if thats what you want).

sub Headers () {
	my $self = shift;
	my %args = (	Quote => 0,
			Wrap => 70,
			Prefix => undef,
			@_ );

	my $headers = undef;

	# The headers of the messages are in the first attachment.
	if( defined( $self->Message->First ) ){

		# Assign it.
		$headers = $self->Message->First->Headers;

	}

	# If we have to do anything.
	if( $args{"Quote"} ne "0" && defined( $headers ) && defined( $args{"Wrap"} ) ){
		# Run it through Text::Wrapper
		require Text::Wrapper;
		my $columns = $args{"Wrap"};

		# Adjust for the prefix.
		if( defined( $args{"Prefix"} ) ){
			$columns = $columns - length( $args{"Prefix"} );
		}

		# Wrap it.
		my $wrapper = new Text::Wrapper(
				columns => $args{"Wrap"},
				body_start => "    ",
				);
		$headers = $wrapper->wrap( $headers );
	}

	# If we have to prefix stuff.
	if( defined( $args{"Prefix"} ) && defined( $headers ) ){

		my @tsplit = split( /\n/, $headers );
		$headers = undef;

		# Reassemble it with the Prefix.
		foreach my $poppy( @tsplit ){

			$headers .= $args{"Prefix"} . $poppy . "\n";
		}
	}

	# return whatever we found.
	return( $headers );
}





From bruce_campbell at ripe.net  Fri Jul 19 14:01:07 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 19 Jul 2002 20:01:07 +0200 (CEST)
Subject: [rt-users] Bulk User Creation Tool
In-Reply-To: <p05200143b954e51f1d3c@[192.168.123.170]>
Message-ID: <Pine.LNX.4.44.0207191951000.32509-100000@x22.ripe.net>

On Fri, 12 Jul 2002, Derek J. Balling wrote:

> Has anyone written something that will parse, say, /etc/passwd and
> /etc/shadow to bulk-create a bunch of RT accounts with a default set
> of permissions?

( just noticed that this hasn't had a reply )

I'm not aware of any such tool, but can see how it can be quickly created,
and even do such fancy things as keep your RT users in sync with your
passwd(5)/group(5) files or vice versa.

However, other solutions have been proposed on the mailing list previously
(using external authenticaion) which might suit your needs better.

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





From bruce_campbell at ripe.net  Fri Jul 19 14:23:28 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 19 Jul 2002 20:23:28 +0200 (CEST)
Subject: [rt-users] multiple email addresses for one person
In-Reply-To: <20020717224835.GE486@luggage>
Message-ID: <Pine.LNX.4.44.0207192012150.32509-100000@x22.ripe.net>

On Thu, 18 Jul 2002, Phil Homewood wrote:

> boris.goldowsky at fen.com wrote:
> > I still think it would be a useful feature to allow the assignment of
> > multiple email addresses to a single user through the web interface,
> > though, so I don't have to maintain that information for each user in
> > the config file.
>
> A "middle ground" might be to have config.pm look up the details
> in a database; you'd have no web interface to it (unless you
> wrote one), but at least it wouldn't involve regular butchering
> of config.pm and web server restarts.....

Phil, I'm surprised at you.. as long as the code in config->Canonicalize
calls something else that is easier to maintain than config.pm itself,
you're set ;)

> I'm not sure whether multiple email addresses is a feature planned
> for the next major release; it has however been mentioned before.
> Jesse, if you're reading this, is it likely?

Looking at the RT bug list, I can see #797, #1171, and now 1548 on this
problem.  I think its on the way.

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




From ayan.kayal at yale.edu  Fri Jul 19 15:10:30 2002
From: ayan.kayal at yale.edu (Ayan R. Kayal)
Date: Fri, 19 Jul 2002 15:10:30 -0400
Subject: [rt-users] Scalar::Util
Message-ID: <001501c22f57$f336a4a0$4bf88482@arknew>

Anyone ever seen this when doing a "make testdeps"?

Scalar::Util not detected - container() method not available

I looked for it on CPAN, but it said that the latest version came with
Perl 5.8.0 and would only install if I did a force.

O-                        ~ARK




From pawal at blipp.com  Fri Jul 19 15:17:07 2002
From: pawal at blipp.com (Patrik Wallstrom)
Date: Fri, 19 Jul 2002 21:17:07 +0200
Subject: [rt-users] Scalar::Util
In-Reply-To: <001501c22f57$f336a4a0$4bf88482@arknew>
References: <001501c22f57$f336a4a0$4bf88482@arknew>
Message-ID: <20020719191707.GC4642@vic20.blipp.com>

On Fri, 19 Jul 2002, Ayan R. Kayal wrote:

> Anyone ever seen this when doing a "make testdeps"?
> 
> Scalar::Util not detected - container() method not available
> 
> I looked for it on CPAN, but it said that the latest version came with
> Perl 5.8.0 and would only install if I did a force.

What a coincidence, I have been searching for that all afternoon. I'm
using FreeBSD 4.4 and Perl 5.005. Seems like something that
HTML::Mason says, but that is as far as I have looked.

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



From jdavid.blackstone at cingular.com  Fri Jul 19 15:17:18 2002
From: jdavid.blackstone at cingular.com (Blackstone, J. David)
Date: Fri, 19 Jul 2002 14:17:18 -0500
Subject: [rt-users] Scalar::Util
Message-ID: <B51F31FE00049F43812645F2470401330123BB1D@crnntxswxch01.dfwnet.sbms.sbc.com>


> -----Original Message-----
> From: Ayan R. Kayal [mailto:ayan.kayal at yale.edu]
> Sent: Friday, July 19, 2002 2:11 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Scalar::Util
> 
> 
> Anyone ever seen this when doing a "make testdeps"?
> 
> Scalar::Util not detected - container() method not available
> 
> I looked for it on CPAN, but it said that the latest version came with
> Perl 5.8.0 and would only install if I did a force.

  I saw it and went ahead and installed Scalar::Util with perl5.6.1 -MCPAN
-e 'install Scalar::Util' .  Then I ran make testdep again and it had gone
away.

  Of course, that was two days ago when I was working with 5.6.1. :)  (Are
you on 5.6.1 or 5.8.0?)

jdb



From takin at kennesaw.edu  Fri Jul 19 16:19:44 2002
From: takin at kennesaw.edu (Thomas Akin)
Date: Fri, 19 Jul 2002 16:19:44 -0400
Subject: [rt-users] Identifying Current User
Message-ID: <20020719161943.A2098@Aramis.kennesaw.edu>

All,

I've just installed RT and have been working on creating a
ScipAction which will give the current user the ticket is
they open a ticket owned by Nobody. I'm having trouble
consistently identifying the current user in my
ScripAction--sometimes it errors out with an unknown
function, sometimes is assigns the correct users (rarely),
sometimes it assigns the user RT_System to the ticket. 

Here is my code, please let me know if you have any
suggestions...

#$Id$
# This will allow you to change the owner of a ticket to whoever performs
# the transaction that triggers it. Is used so that whenever someone opens a
# ticket, and the owner is Nobody, they take ownership of that ticket

package RT::Action::ChangeOwner;
use RT::Action::Generic;
@ISA = qw(RT::Action::Generic);
use RT::User;

sub Describe {
        my $self = shift;
        return(ref $self . " if the current owner is Nobody, this will set the o
wner of the ticket to whoever opened it.");
}

sub Prepare {
        #nothing to prepare
        return 1;
}

sub Commit {
        my $self = shift;
        if ($self->TicketObj->OwnerObj->Id == $RT::Nobody->Id) {
                return($self->TicketObj->SetOwner($self->CurrentUser->Name, 'Giv
e'));
        } else {
                return(undef);
        }
}

1;


Thanks!


Thomas
-- 

Thomas Akin, CISSP
Director, Southeast Cybercrime Institute
Continuing Education @ Kennesaw State University
takin at kennesaw.edu * www.cybercrime.kennesaw.edu



From bruce_campbell at ripe.net  Fri Jul 19 16:37:12 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 19 Jul 2002 22:37:12 +0200 (CEST)
Subject: [rt-users] Identifying Current User
In-Reply-To: <20020719161943.A2098@Aramis.kennesaw.edu>
Message-ID: <Pine.LNX.4.44.0207192232260.32509-100000@x22.ripe.net>

On Fri, 19 Jul 2002, Thomas Akin wrote:

> I've just installed RT and have been working on creating a
> ScipAction which will give the current user the ticket is
> they open a ticket owned by Nobody. I'm having trouble
> consistently identifying the current user in my
> ScripAction--sometimes it errors out with an unknown
> function, sometimes is assigns the correct users (rarely),
> sometimes it assigns the user RT_System to the ticket.

When working within Scrips, you are in a slightly different environment
than the rest of RT.  Possibly what you are looking for is the Creator of
the current transaction ( $self->TransactionObj->CreatorObj ) to play
with, instead of the CurrentUser.

> sub Commit {
>         my $self = shift;
>         if ($self->TicketObj->OwnerObj->Id == $RT::Nobody->Id) {
>                 return($self->TicketObj->SetOwner($self->CurrentUser->Name, 'Giv
> e'));
>         } else {

You probably want to be making sure that that person can actually own
tickets within that queue.  Heres one that I prepared earlier;

	http://www.amsterdamned.org/~bc/rt/AutoTake.pm (theres also a
	readme in that directory)

;)

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





From Bryant.Taylor at arc.com  Fri Jul 19 16:50:01 2002
From: Bryant.Taylor at arc.com (Bryant.Taylor at arc.com)
Date: Fri, 19 Jul 2002 13:50:01 -0700
Subject: [rt-users] Strange Install Problem
Message-ID: <OF8858E4AB.FB3C13DD-ON88256BFB.0071FCD6@arccores.com>

RT Guru's,
     I have been using RT for the last 3 years, and have upgraded with flaw...
Now, for some reason or another I seem to be having a very strange problem. I
have RTFM, and it didn't give me any clues so that's why I'm emailing the
list..

Please help..

Here's the issue.
I'm running RH 7.3 box with a custom perl install 5.6.1 with suid script set
to yes. I installed apache 1.3.26 with mod_perl.. all went great and installed
just fine.
I then got the most current version of RT from fsck and it installed without a
glitch.

The problem however is this.

I get
[user at helpdesk]#> ./apachectl configtest
Variable "$m" is not imported at /usr/local/rt2/bin/webmux.pl line 94.
[Fri Jul 19 17:49:34 2002] [error] Global symbol "$m" requires explicit
package name at /usr/local/rt2/bin/webmux.pl line 94.
Compilation failed in require at (eval 6) line 1.

What;s going on? I'm lost...

Thanks for all your help, in advance... :)


Bryant


Unless otherwise expressly stated, this message does not create or vary any
contractual relationship between you and ARC International.  The contents of
this e-mail may be confidential and if you have received it in error, please
delete it from your system, destroy any hard copies and telephone the above
number.  Incoming e-mails to ARC may be subject to monitoring other than by
the addressee.




From jdavid.blackstone at cingular.com  Fri Jul 19 17:00:47 2002
From: jdavid.blackstone at cingular.com (Blackstone, J. David)
Date: Fri, 19 Jul 2002 16:00:47 -0500
Subject: [rt-users] Strange Install Problem
Message-ID: <B51F31FE00049F43812645F2470401330123BB57@crnntxswxch01.dfwnet.sbms.sbc.com>

  You need to downgrade HTML::Mason to an earlier version.  I used the one I
found at http://www.helgrim.com/perlmodules .

  (Actually I made a syntactically correct but probably semantically
incorrect fix to that line of code and tried to go on.  It wasn't long
before HTML::Mason told me HTML::Mason::Parser had been deprecated.  I even
tried to see if I could remove the die statement from that module, but the
code was gone, too, so I downgraded.)

  It's in the FAQ, although not easy to spot unless you've got the error
right in front of you.  Wouldn't hurt to have a note about what versions of
HTML::Mason work right there in the dependencies section, at least until rt
is patched to work with the latest version.

jdb

> -----Original Message-----
> From: Bryant.Taylor at arc.com [mailto:Bryant.Taylor at arc.com]
> Sent: Friday, July 19, 2002 3:50 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Strange Install Problem
> 
> 
> RT Guru's,
>      I have been using RT for the last 3 years, and have 
> upgraded with flaw...
> Now, for some reason or another I seem to be having a very 
> strange problem. I
> have RTFM, and it didn't give me any clues so that's why I'm 
> emailing the
> list..
> 
> Please help..
> 
> Here's the issue.
> I'm running RH 7.3 box with a custom perl install 5.6.1 with 
> suid script set
> to yes. I installed apache 1.3.26 with mod_perl.. all went 
> great and installed
> just fine.
> I then got the most current version of RT from fsck and it 
> installed without a
> glitch.
> 
> The problem however is this.
> 
> I get
> [user at helpdesk]#> ./apachectl configtest
> Variable "$m" is not imported at /usr/local/rt2/bin/webmux.pl line 94.
> [Fri Jul 19 17:49:34 2002] [error] Global symbol "$m" 
> requires explicit
> package name at /usr/local/rt2/bin/webmux.pl line 94.
> Compilation failed in require at (eval 6) line 1.
> 
> What;s going on? I'm lost...
> 
> Thanks for all your help, in advance... :)
> 
> 
> Bryant
> 
> 
> Unless otherwise expressly stated, this message does not 
> create or vary any
> contractual relationship between you and ARC International.  
> The contents of
> this e-mail may be confidential and if you have received it 
> in error, please
> delete it from your system, destroy any hard copies and 
> telephone the above
> number.  Incoming e-mails to ARC may be subject to monitoring 
> other than by
> the addressee.
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at 
http://fsck.com/rtfm



From takin at kennesaw.edu  Fri Jul 19 17:18:21 2002
From: takin at kennesaw.edu (Thomas Akin)
Date: Fri, 19 Jul 2002 17:18:21 -0400
Subject: [rt-users] Strange Install Problem
In-Reply-To: <OF8858E4AB.FB3C13DD-ON88256BFB.0071FCD6@arccores.com>; from Bryant.Taylor@arc.com on Fri, Jul 19, 2002 at 01:50:01PM -0700
References: <OF8858E4AB.FB3C13DD-ON88256BFB.0071FCD6@arccores.com>
Message-ID: <20020719171821.A2175@Aramis.kennesaw.edu>

On Fri, Jul 19, 2002 at 01:50:01PM -0700, Bryant.Taylor at arc.com wrote:
> I get
> [user at helpdesk]#> ./apachectl configtest
> Variable "$m" is not imported at /usr/local/rt2/bin/webmux.pl line 94.
> [Fri Jul 19 17:49:34 2002] [error] Global symbol "$m" requires explicit
> package name at /usr/local/rt2/bin/webmux.pl line 94.
> Compilation failed in require at (eval 6) line 1.
> What;s going on? I'm lost...

I had to uninstall HTML::Mason (actually go to
lib/perl5/etc... and Delete the Mason directory in my case)
and then manually install HTML::Mason 1.02 to get rid of
this problem...

ta
-- 

Thomas Akin, CISSP
Director, Southeast Cybercrime Institute
Continuing Education @ Kennesaw State University
takin at kennesaw.edu * www.cybercrime.kennesaw.edu



From pdh at snapgear.com  Fri Jul 19 18:17:41 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Sat, 20 Jul 2002 08:17:41 +1000
Subject: [rt-users] multiple email addresses for one person
In-Reply-To: <Pine.LNX.4.44.0207192012150.32509-100000@x22.ripe.net>
References: <20020717224835.GE486@luggage> <Pine.LNX.4.44.0207192012150.32509-100000@x22.ripe.net>
Message-ID: <20020719221740.GA479@luggage>

Bruce Campbell wrote:
> > A "middle ground" might be to have config.pm look up the details
> > in a database; you'd have no web interface to it (unless you
> > wrote one), but at least it wouldn't involve regular butchering
> > of config.pm and web server restarts.....
> 
> Phil, I'm surprised at you.. as long as the code in config->Canonicalize
> calls something else that is easier to maintain than config.pm itself,
> you're set ;)

That's exactly what I meant. In my books, a database lookup table
is "easier to maintain than config.pm itself". :-) Sure, you could
use a flat file if you wanted, but as everything else already lives
in mysql/postgres/whatever....




From pdh at snapgear.com  Fri Jul 19 18:20:41 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Sat, 20 Jul 2002 08:20:41 +1000
Subject: [rt-users] Requestor-mode interface and multiple-requestoraccess to tickets
In-Reply-To: <1027089656.24584.45.camel@debian>
References: <1027062165.19419.14.camel@debian> <008601c22f2d$47be41c0$431cebcd@sv.intercomnetl.net> <1027088366.24584.41.camel@debian> <00bb01c22f30$f5e5a9c0$431cebcd@sv.intercomnetl.net> <1027089656.24584.45.camel@debian>
Message-ID: <20020719222041.GC479@luggage>

Robie Basak wrote:
> > The problem is that if someone from the company then emails a new ticket
> > in, without the From: part of the email specifying this general company
> > tracking email address, then a new requestor will be autogenerated and
> > they won't be able to view the ticket in the requestor-mode interface,
> > if you follow me.
> > 
> > Or are you suggesting that I rewrite the email on its way in (I was
> > thinking about doing this as a temporary solution)?

CanonicalizeAddress() in config.pm might help.



From pdh at snapgear.com  Fri Jul 19 18:23:02 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Sat, 20 Jul 2002 08:23:02 +1000
Subject: [rt-users] Strange Install Problem
In-Reply-To: <B51F31FE00049F43812645F2470401330123BB57@crnntxswxch01.dfwnet.sbms.sbc.com>
References: <B51F31FE00049F43812645F2470401330123BB57@crnntxswxch01.dfwnet.sbms.sbc.com>
Message-ID: <20020719222302.GD479@luggage>

Blackstone, J. David wrote:
>   It's in the FAQ, although not easy to spot unless you've got the error
> right in front of you.  Wouldn't hurt to have a note about what versions of
> HTML::Mason work right there in the dependencies section, at least until rt
> is patched to work with the latest version.

The next release (2.0.14) already does have support for HTML::Mason 1.1x.




From pdh at snapgear.com  Fri Jul 19 18:27:41 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Sat, 20 Jul 2002 08:27:41 +1000
Subject: [rt-users] no ticket content in replies
In-Reply-To: <034401c22f29$6950c1e0$d1164fd4@bernoulli>
References: <034401c22f29$6950c1e0$d1164fd4@bernoulli>
Message-ID: <20020719222741.GE479@luggage>

Andreas Wahlfeldt wrote:
> i' ve got several email-generated tickets containing attachments (mostly
> screenshots < 200kb). if i reply to one of those tickets via the webui, the
> original ticket-text is not quoted. the "Update ticket" screen just repeats
> the requestor email and issue date and a single '>' without any ticket-text
> (see below).

Could you be seeing the same thing as in

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

?



From jesse at bestpractical.com  Fri Jul 19 23:26:18 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 19 Jul 2002 23:26:18 -0400
Subject: [rt-users] [rt-announce] RT 2.0.14
Message-ID: <20020720032618.GJ26978@pallas.fsck.com>

I'm pleased to announce the immediate release of RT 2.0.14.  You can
download RT from http://www.bestpractical.com/.

A full changelog is included below, but the highlights are:

	* Support for the newly released HTML::Mason 1.1x series.
  	  (RT will still work just great with HTML::Mason 1.0x)

	* Easier installation for new users

	* "Bulk reply" - Thanks to sponsorship from the folks at DynDNS.org,
	  you can now directly comment and reply from RT's "Bulk Update" 
	  interface. 

	* A number of minor bug fixes and enhancements


	Best,

	Jesse

(For the conspiracy theorists out there, no, there's absolutely no connection 
 between this release and the fact that Perl 5.8.0, Debian 3.0, Ogg Vorbis 1.0
 and RT 2.0.14 all came out today)


Installation

	Shifted some config defaults to make things easier for new users

	RT now supports HTML::Mason 1.10, as well as 1.0.x. 
	
	Applied a patch from Ilya Martynov which allows make insert to work
	in a scenario where DESTDIR is being set to something funny This may 
	be necessary when installing into AFS

	Added a dependency on a recent enough version of CPAN.pm that 

Documentation

	* RT's README is now clearer that the FastCGI handler is 
	production quality
	
	Fixing docs in Transaction.pm's Message method
	
	Fixed docs for cli to say that --limit-status=dead isn't a valid option

	Fixed a docs bug in Ticket->Import which didn't make it clear that 
	Import took an "Id" parameter and "Create" didn't.
	

Core

	RT::Ticket::Import now lets you set the "Resolved" date
			Thanks to Sam Hartman	
	
	RT is now smarter about letting you do "or" searches on single-value
	keyword selections. 
			Thanks to Sam Hartman
	
	When a ticket has another merged into it, it now has its "LastUpdated" 
	date updated


	RT's logging now records more data and generates logs which are much
	easier to read
	
	RT::GroupMember was looking for the "ModifyGroups" right, when it 
	should have been looking for the "AdminGroups" right.
	
Web UI

	Now we properly strip long pathnames from attachments uploaded from 
	windows boxes.

	
	Fixed an html escaping bug in Ticket/Update.html which could have
	led to possible cross-site scripting issues.
			Thanks to Ivan Kohler

	RT now has better "don't record comments if the update is only a 
	signature" code. 
			Thanks to Rich Lafferty	

	Applied a patch which prevented NoAuth from not requiring 
	authentication on some FastCGI setups.
			Thanks to Rich Lafferty	

	RT now features "bulk reply/comment" functionality, which allows you to
	respond to a number of tickets at once from the "Bulk Update" page
	Added support for bulk comment/reply
			Sponsored by DynDNS.org	


Sending Email

	Added a check which only sets message precedence to bulk if it's not 
	already set, say by a template.
	
	Fixed a bug in mail sending that improperly quoted the usernames of 
	users who had " in their names.
			Thanks to Simon Cozens
	

	RT will now generate proper message ids if you've set $rtname
	to something that isn't a valid dns domain. 
			Thanks to Tabor Wells 

	A bug which prevented RT from notifying Ccs of a ticket if it had no
	requestors was fixed.


	The pseudo-list syntax in To: lines broke some mailers because it wasn't
	strictly RFC compliant.
			Thanks to Eric Mumpower


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

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



From rainer at ultra-secure.de  Sun Jul 21 14:11:13 2002
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Sun, 21 Jul 2002 18:11:13 +0000
Subject: [rt-users] Re: Scalar::Util
In-Reply-To: <B51F31FE00049F43812645F2470401330123BB1D@crnntxswxch01.dfwnet.sbms.sbc.com> 
References: <B51F31FE00049F43812645F2470401330123BB1D@crnntxswxch01.dfwnet.sbms.sbc.com>
Message-ID: <20020721181113.74360.qmail@bsd.ultra-secure.de>

Blackstone, J. David writes: 

>  
> 
>> -----Original Message-----
>> From: Ayan R. Kayal [mailto:ayan.kayal at yale.edu]
>> Sent: Friday, July 19, 2002 2:11 PM
>> To: rt-users at lists.fsck.com
>> Subject: [rt-users] Scalar::Util 
>> 
>> 
>> Anyone ever seen this when doing a "make testdeps"? 
>> 
>> Scalar::Util not detected - container() method not available 
>> 
>> I looked for it on CPAN, but it said that the latest version came with
>> Perl 5.8.0 and would only install if I did a force.
> 
>   I saw it and went ahead and installed Scalar::Util with perl5.6.1 
>   -MCPAN -e 'install Scalar::Util' .  
> Then I ran make testdep again and it had gone  away. 
> 
>   Of course, that was two days ago when I was working with 5.6.1. :)  
>   (Are you on 5.6.1 or 5.8.0?)

I tried that, but when run, it just refuses to install Scalar::Util.
When I try with "force", it wants to go ahead and install PERL 5.8.0 ! 


This is on FreeBSD 4.6, with Perl 5.6.1 in /usr/local/bin/perl
and /usr/bin/perl linked to that temporarily. 

Is Scalar::Util really only part of 5.8 ? 


What else can be done ? 


cheers,
Rainer
-- 
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Rainer Duffner                   Munich
rainer at ultra-secure.de          Germany
http://www.i-duffner.de        Freising
========================================
    When shall we three meet again
  In thunder, lightning, or in rain?
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ 



From jgoerzen at complete.org  Sun Jul 21 19:27:46 2002
From: jgoerzen at complete.org (John Goerzen)
Date: Sun, 21 Jul 2002 18:27:46 -0500
Subject: [rt-users] A few RT questions
Message-ID: <20020721232746.GI26960@complete.org>

Hi,

I recently set up RT on bugs.complete.org.  I have a few questions:

1. What is the best way to let people with RT accounts sign up to receive
notifications of new bug reports in a given queue, but nothing else?  Right
now, I have redefined the meaning of AdminCC and have advised people to set
themselves as AdminCC for a queue.  But that loses some advantages of the
AdminCC system.

2. It would be nice to define a "component" or a "subqueue" to let people
submit things into.  Anything going to that component might be assigned to a
particular person by default, or at least sent to a particular group of
people.  Perhaps similar to a keyword but with these extra features.

3. It would be nice to be able to "search for bugs I'm watching", meaning
bugs that I am listed as CC or AdminCC on (or perhaps requestor).

Thanks,
John Goerzen

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



From jgoerzen at complete.org  Sun Jul 21 19:35:09 2002
From: jgoerzen at complete.org (John Goerzen)
Date: Sun, 21 Jul 2002 18:35:09 -0500
Subject: [rt-users] Some local RT enhancements
Message-ID: <20020721233509.GJ26960@complete.org>

Hi,

I thought I'd share with the list some local RT features.

1. To make it easier to CC or forward information into the BTS without
having to alter or preserve the subject line, people can write to
nn at bugs.complete.org -- ie 8152 at bugs.complete.org to correspond to bug 8152.

This is set up with the following in Postfix's virtual file for the bugs
domain:

/^(\d+)@bugs\.complete\.org$/           rt-mail+correspond-$1 at complete.org
/^(\d+)-comments at bugs\.complete\.org/   rt-mail+comment-$1 at complete.org

And in rt-mail's .mailfilter file:

if (/^X-Addr-Extension: correspond-![0-9]+$/)
  to "|reformail -i'Subject: [complete.org #$MATCH2]' | $RTMAILGATE --queue general --action correspond"

if (/^X-Addr-Extension: comment-![0-9]+$/)
  to "|reformail -i'Subject: [complete.org #$MATCH2]' | $RTMAILGATE --queue general --action comment"

As you can see, it simply sets the subject to a value useful to RT and sends
it on.

2. I wrote a system to allow the public to set up RT accounts, similar to
the way bugzilla works.  If people are interested, I can post the Python
source code.

-- John



From pdh at snapgear.com  Sun Jul 21 20:09:17 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 22 Jul 2002 10:09:17 +1000
Subject: [rt-users] Re: Scalar::Util
In-Reply-To: <20020721181113.74360.qmail@bsd.ultra-secure.de>
References: <B51F31FE00049F43812645F2470401330123BB1D@crnntxswxch01.dfwnet.sbms.sbc.com> <20020721181113.74360.qmail@bsd.ultra-secure.de>
Message-ID: <20020722000917.GQ455@luggage>

Rainer Duffner wrote:
> I tried that, but when run, it just refuses to install Scalar::Util.
> When I try with "force", it wants to go ahead and install PERL 5.8.0 ! 

Tried upgrading CPAN first?

perl -MCPAN -e 'install CPAN'

(as per http://fsck.com/rtfm/article.html?id=5#60).



From kpine at staff.chariot.net.au  Sun Jul 21 21:58:27 2002
From: kpine at staff.chariot.net.au (Kerrin Pine)
Date: Mon, 22 Jul 2002 11:28:27 +0930
Subject: [rt-users] By-user reports for RT2
Message-ID: <5.1.1.6.0.20020722111532.02cde1b0@staff.chariot.net.au>

Hi,

I am looking for "by-user" reports for RT2 - eg. something similar to the 
rtreports package for RT1 - feed in a date range and view activity by user 
for the period (open/resolved/stalled tickets at beginning of period, 
activity during period, count at end, maybe a list of overdue tickets they 
own, that sort of thing).

Has anyone written anything?

(Yes, I've already searched the list archives, have spent literally hours 
searching for bits and pieces about reporting and RT in the past - a FAQ 
entry would be really helpful given how many times people ask for reports 
and statistics. Good to see the instructions for Simon's package there though.)

Cheers
Kerrin



--
Kerrin Pine, CCNA                  |  Web: http://www.chariot.net.au/
E-mail: kpine at staff.chariot.net.au |  Web: http://www.kerrin.com/
Chariot Technical Services         |  Ph : (+61)  08 8359 2955
63 Pirie St., ADELAIDE S Aust 5000 |  Fax:        08 8359 3413

You are reminded that this e-mail and its attachments are subject to
Chariot Internet Limited's legal disclaimer located at
http://www.chariot.net.au/disclaimer.htm. You are encouraged to read
it carefully to be aware of risks involved in electronic communication.


From dan at tellurian.com.au  Sun Jul 21 22:17:33 2002
From: dan at tellurian.com.au (Dan Shearer)
Date: Mon, 22 Jul 2002 11:47:33 +0930 (CST)
Subject: [rt-users] By-user reports for RT2
In-Reply-To: <5.1.1.6.0.20020722111532.02cde1b0@staff.chariot.net.au>
Message-ID: <Pine.LNX.4.21.0207221145020.22256-100000@calulu.shearer.org>

G'day Kerrin,

On Mon, 22 Jul 2002, Kerrin Pine wrote:

> (Yes, I've already searched the list archives, have spent literally hours 
> searching for bits and pieces about reporting and RT in the past - a FAQ 
> entry would be really helpful given how many times people ask for reports 
> and statistics. Good to see the instructions for Simon's package there though.)

I put the instructions for Simon's package there, planning to do a similar
process to what you seem to have completed. If you give me the results of
what you've done (the better-documented the better!), I'll go on to create
Statistics2, 3 and 4 etc. I need better reporting too but haven't run
through all of the possibilities.

If people will help with contributions I'll help by making them part of
the manual.

Thanks,

--
Dan Shearer
Open Source Manager
Mob: +61 411 49 1800
Tel: +61 8 8130 3104
dan at tellurian.com.au




From Sam.Howard at GMxTechnologies.com  Mon Jul 22 00:08:01 2002
From: Sam.Howard at GMxTechnologies.com (Samuel P Howard)
Date: Mon, 22 Jul 2002 00:08:01 -0400
Subject: [rt-users] Parent-child functionality
References: <200207172100.g6HL05f13616@sterno.infoplease.com> <20020717224835.GE486@luggage>
Message-ID: <012701c23135$5ff0a7b0$6501a8c0@trcinc.com>

Hi.

We see that RT has built in some nice features with the various flavors of ticket inter-relationships, but there still seem to be
some gaps.  Can anyone recommend some CONTRIB stuff (or perhaps contribute some stuff?  :)  ) to address the following:

1 - Reporting tools to show, say in tree format, a list of children of a parent ticket

2 - An easier way of opening a child ticket while displaying a (new) parent.  I.E. a link/button to "Create Child".

My appologies if I have missed the obvious, but I have looked at the docs, faqs, etc, and haven't found what I'm looking for
yet...

Thanks,
Sam




From smylers at gbdirect.co.uk  Mon Jul 22 04:43:30 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Mon, 22 Jul 2002 09:43:30 +0100 (BST)
Subject: [rt-users] A few RT questions
In-Reply-To: <20020721232746.GI26960@complete.org>
Message-ID: <Pine.LNX.4.44.0207220922290.1568-100000@tiger.gbdirect.co.uk>

Yesterday John Goerzen wrote:

> 1. What is the best way to let people with RT accounts sign up to
> receive notifications of new bug reports in a given queue, but nothing
> else?  Right now, I have redefined the meaning of AdminCC and have
> advised people to set themselves as AdminCC for a queue.  But that
> loses some advantages of the AdminCC system.

That's what we do here (though t'other way round).  Basically we have CC
and AdminCC with these meanings:

  * Queue AdminCC -- receives all mail on all tickets in the queue
  * Queue CC -- receives all new ticket notifications in the queue
  * Ticket AdminCC -- receives all mail on that ticket
  * Ticket CC -- completely pointless; once the ticket has been created,
    the CCs never receive any mail

It seems to be working for us so far, but we have no need to use the
CC/AdminCC distinction for anything else.

Looking in RT::Action::Notify at SetRecipients() shows these lines to
set the CCs of a ticket:

  push ( @Cc, @{ $self->TicketObj->Cc->Emails } );
  push ( @Cc, @{ $self->TicketObj->QueueObj->Cc->Emails } );

It obviously would be possible to have a very similar subroutine that
only included one of the above lines.  Then you could have separate
actions for NotifyQueueCcs and NotifyTicketCcs, and only using the
latter in everything other than OnCreate.

Incidentally, we send a new ticket to many people since (obviously) we
don't know who should deal with it until it's been read.  Then the
appropriate people should add themselves as watchers to that particular
ticket.  High up my to-do list is knocking together something which can
be invoked from a MUA and means 'add me as AdminCC [or Owner] of this
ticket'.

> 2. It would be nice to define a "component" or a "subqueue" to let
> people submit things into.  Anything going to that component might be
> assigned to a particular person by default, or at least sent to a
> particular group of people.  Perhaps similar to a keyword but with
> these extra features.

This is quite easy.  First set up your keywords so you have a
single-select field for the sub-queue.  Then view the page for creating a
new ticket in that queue, and use your browser to save the generated
HTML.

Copy the HTML to a new file for each sub-queue, then tweak the HTML to
customize each one:

  * Change the page heading and title to make it obvious exactly what a
    new ticket created in this sub-queue is for.

  * Remove the <select> field for the sub-queue keyword, and replace it
    with a <hidden> field that unequivocally sets to it to the
    appropriate sub-queue.

  * Fiddle with any of the other fields as appropriate, for example
    hard-coding in watchers.

Then make the pages available somewhere, and tell people to use those to
create new tickets.

> 3. It would be nice to be able to "search for bugs I'm watching",
> meaning bugs that I am listed as CC or AdminCC on (or perhaps
> requestor).

Personally I get scared if I ever see the entire list of things I should
be doing, spread across all queues.  Maybe this is omitted as a safety
feature ...

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




From smylers at gbdirect.co.uk  Mon Jul 22 05:00:00 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Mon, 22 Jul 2002 10:00:00 +0100 (BST)
Subject: [rt-users] Parent-child functionality
In-Reply-To: <012701c23135$5ff0a7b0$6501a8c0@trcinc.com>
Message-ID: <Pine.LNX.4.44.0207220943360.1568-100000@tiger.gbdirect.co.uk>

Samuel P Howard wrote:

> 1 - Reporting tools to show, say in tree format, a list of children of
> a parent ticket

The ordinary ticket display already does this, up to a depth of 8
generations.

> 2 - An easier way of opening a child ticket while displaying a (new)
> parent.  I.E. a link/button to "Create Child".

That's fairly simple to add.  Ticket/Create.html already has a
$MemberOf argument, but doesn't seem to do anything with it[*0].
However it's trivial to use this -- change this line:

  <TR><TD ALIGN=RIGHT>Children</TD><TD><input size=10 name="MemberOf-new"></TD></TR>

to this:

  <TR><TD ALIGN=RIGHT>Children</TD><TD><input size=10 name="MemberOf-new" value="<% $MemberOf %>"></TD></TR>

so that if $MemberOf is supplied, it populates the appropriate field
without the user having to type it.  You can test this by setting
MemberOf in the URL:

  http://localhost/Ticket/Create.html?Queue=5&MemberOf=123

Once you've got that working, you just need to put a link in ticket
display pages that links to the above, but using the current queue and
ticket numbers.

[*0]  I'm still on 2.0.13; things may be different since Friday.

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




From hwagener at hamburg.fcb.com  Mon Jul 22 11:01:01 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Mon, 22 Jul 2002 11:01:01 -0400
Subject: [rt-users] no ticket content in replies
References: <034401c22f29$6950c1e0$d1164fd4@bernoulli> <20020719222741.GE479@luggage>
Message-ID: <3D3C1E2D.CAC628BF@hamburg.fcb.com>

Phil Homewood wrote:

> Andreas Wahlfeldt wrote:
> > i' ve got several email-generated tickets containing attachments (mostly
> > screenshots < 200kb). if i reply to one of those tickets via the webui, the
> > original ticket-text is not quoted. the "Update ticket" screen just repeats
> > the requestor email and issue date and a single '>' without any ticket-text
> > (see below).
>
> Could you be seeing the same thing as in
>
> http://lists.fsck.com/pipermail/rt-users/2002-July/008947.html
>
> ?
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

I know this problem from netscape users forwarding mails inline anf having
vCards attached.
Most of the time, the real mail content (the forwarded message) is available as
an 'attachment'.
Forwarded emails with attachments in them are not shown _at all_ in some cases -
I haven't checked that users' mua configuration yet.

Regards,
    Harald

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


-------------- next part --------------
A non-text attachment was scrubbed...
Name: hwagener.vcf
Type: text/x-vcard
Size: 202 bytes
Desc: Card for Harald Wagener
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020722/7d96a98f/attachment.vcf>

From darren at boston.com  Mon Jul 22 10:58:13 2002
From: darren at boston.com (darren chamberlain)
Date: Mon, 22 Jul 2002 10:58:13 -0400
Subject: [rt-users] Scalar::Util
In-Reply-To: <001501c22f57$f336a4a0$4bf88482@arknew>
References: <001501c22f57$f336a4a0$4bf88482@arknew>
Message-ID: <20020722145813.GG23544@boston.com>

* Ayan R. Kayal <ayan.kayal at yale.edu> [2002-07-19 15:14]:
> Anyone ever seen this when doing a "make testdeps"?
> 
> Scalar::Util not detected - container() method not available
> 
> I looked for it on CPAN, but it said that the latest version came with
> Perl 5.8.0 and would only install if I did a force.

If you aren't using Perl 5.8.0, you can grab
http://www.cpan.org/modules/by-module/Scalar/Scalar-List-Utils-1.0701.tar.gz,
and do the standard "perl Makefile.PL; make test install" magic.  It
works just fine with 5.6.0+.

(darren)

-- 
The knowledge that makes us cherish innocence makes innocence
unattainable.
    -- Irving Howe



From jgoerzen at complete.org  Mon Jul 22 12:17:06 2002
From: jgoerzen at complete.org (John Goerzen)
Date: Mon, 22 Jul 2002 11:17:06 -0500
Subject: [rt-users] Some local RT enhancements
In-Reply-To: <1027332393.12927.11.camel@arne>
References: <20020721233509.GJ26960@complete.org> <1027332393.12927.11.camel@arne>
Message-ID: <20020722161706.GA11337@complete.org>

On Mon, Jul 22, 2002 at 11:06:33AM +0100, Michael Thompson wrote:
> I'd be interested in seeing the code.

I've received several requests, so it's attached.  I'll put it up in a
Subversion repository soon.



-- 
John Goerzen <jgoerzen at complete.org>    GPG: 0x8A1D9A1F    www.complete.org
-------------- next part --------------
#!/usr/bin/python2.2

import cgitb
cgitb.enable()
import cgi, re, os, sys, smtplib, PoPy

RTADMINPATH = "/usr/share/request-tracker/bin/rtadmin"

print "Content-Type: text/html"
print

def getwebpage(errmsg = ""):
    return """<HTML><HEAD><TITLE>bugs.complete.org new user</TITLE></HEAD>
    <BODY><H1>bugs.complete.org new user</H1><P>
    This will create a new account for you on the Complete.Org bug-tracking
    system.  You will be assigned a random password, which will be e-mailed
    to you at the address you specify.  Your username must be between 1
    and 8 characters; contain lowercase letters, numbers, dashes, or
    underscores only; and start with a letter.
    <P>
    <PRE><FONT COLOR="red">%s</FONT></PRE><P>
    You may go <A HREF="http://bugs.complete.org/">back to the bugs homepage</A> or
    <A HREF="http://www.complete.org/">to Complete.Org</A>.
    <P>
    <FORM METHOD="post">
    Username: <INPUT TYPE="text" NAME="username" size="8"><BR>
    E-mail address: <INPUT TYPE="test" NAME="email" size="30"><BR>
    Real Name: <INPUT TYPE="text" NAME="realname" size="30"><BR>
    <INPUT TYPE="submit" name="submit" value="Submit">
    </FORM>
    """ % cgi.escape(errmsg)
    
    
def success(data):
    global username, email, realname, password
    msg = """From: Bugs.Complete.Org Account Creator <bugs-admin at bugs.complete.org>
To: %(email)s
Subject: Bugs.Complete.Org Account %(username)s Created

Your account has been created:

Username: %(username)s
Password: %(password)s
Real name: %(realname)s

You may log in at http://bugs.complete.org/.

If you have any questions, please reply to this message or e-mail
bugs-admin at bugs.complete.org.
""" % globals()
    smtp = smtplib.SMTP('localhost')
    smtp.sendmail('bugs-admin at bugs.complete.org', email, msg)
    smtp.quit()

    print """<HTML><HEAD><TITLE>Bugs.Complete.Org account created</TITLE>
    </HEAD><BODY><H1>Bugs.Complete.Org account created</H1><P>
    Your account has been created.  You have been sent an e-mail with your new
    password.  You can now log in at
    <A HREF="http://bugs.complete.org/">bugs.complete.org</A> with the
    following information:
    <P>
    Username: <B>%s</B><BR>
    Password: As e-mailed to you<BR>
    <P>
    If you have any questions, please e-mail
    <A HREF="mailto:bugs-admin at bugs.complete.org">bugs-admin at bugs.complete.org</A>.
    <P>
    The output of the command was:
    <PRE>%s</PRE>
    <P>
    </BODY></HTML>
    """ % (cgi.escape(username), data)
    sys.exit(0)
    



form = cgi.FieldStorage()

if (not form.has_key("submit")):
    print getwebpage()
    sys.exit(0)
if (not form.has_key("username")) or len(form.getvalue("username")) == 0:
    print getwebpage("Username was missing")
    sys.exit(0)
if (not form.has_key("email")) or len(form.getvalue("email")) == 0:
    print getwebpage("E-mail address was missing")
    sys.exit(0)
if (not form.has_key("realname")) or len(form.getvalue("realname")) == 0:
    print getwebpage("Real name was missing")
    sys.exit(0)

username = form.getvalue("username")
email = form.getvalue("email")
realname = form.getvalue("realname")

if len(username) > 8 or len(username) < 1:
    print getwebpage("Username must be between 1 and 8 characters.")
    sys.exit(0)
if not re.search("^[a-z]", username):
    print getwebpage("Username must start with a letter")
    sys.exit(0)
if re.search("[^a-z0-9_-]", username):
    print getwebpage("Username contained an invalid letter.")
    sys.exit(0)
if not re.search("@", email):
    print getwebpage("Email invalid.")
    sys.exit(0)

badchars = ";\"'\\&~!#$%^&*()|{}[]"
for testchar in badchars:
    if username.find(testchar) != -1:
        print getwebpage("Invalid characters in username.")
        sys.exit(0)
    if email.find(testchar) != -1:
        print getwebpage("Invalid characters in e-mail.")
        sys.exit(0)
    if realname.find(testchar) != -1:
        print getwebpage("Invalid characters in real name.")
        sys.exit(0)

passwordfd = os.popen("pwgen -ncN 1")
password = passwordfd.readline().strip()

userfd = os.popen(RTADMINPATH + " --list-users")
userlist = []
for line in userfd.xreadlines():
    line = line.strip()
    userlist.append(line.split()[0])
#print userlist

if username in userlist:
    print getwebpage("Username '%s' already exists; please choose another." %\
                     username)
    sys.exit(0)


piper, pipew = os.pipe()
pid = os.fork()
if not pid:
    # Child.
    os.dup2(pipew, sys.stdout.fileno())
    if email in userlist:
        # Already exists as non-prived, promote.
        conn = PoPy.connect('user=rt dbname=rt')
        cur = conn.cursor()
        cur.execute("update users set name = '%(newname)s' where name = '%(oldname)s'",
                    {'newname': username, 'oldname': email})
        conn.commit()
        conn.close()
                    
        os.execvp(RTADMINPATH, [RTADMINPATH, '--user', username,
                                '--realname', realname,
                                '--emailaddress', email,
                                '--password', password,
                                '--privileged', '1'])
    else:
        os.execvp(RTADMINPATH, [RTADMINPATH, '--user', username,
                                '--create', '--realname', realname,
                                '--emailaddress', email,
                                '--password', password,
                                '--privileged', '1'])
    print getwebpage("Exec failed!")
    sys.exit(0)

# Parent.
data = ""
while 1:
    newdata = os.read(piper, 1024)
    data += newdata
    if len(newdata) < 1024:
        break

if data == "User created\n":
    success(data)
    sys.exit(0)
else:
    datalist = data.strip().split("\n")
    for line in datalist:
        if not re.search("^User .+:\s+The new value has been set\.", line):
            print getwebpage("Subprocess failure [%s]:\n" % line + data)
            sys.exit(0)
    success(data)
    sys.exit(0)



From ipswitch at apk.net  Mon Jul 22 14:30:13 2002
From: ipswitch at apk.net (Stuart Krivis)
Date: Mon, 22 Jul 2002 14:30:13 -0400
Subject: [rt-users] things that are bad? :-)
Message-ID: <web-373976@postal.silvercreek.net>

When starting out with RT 2.0.x, are there any things that people have 
noticed to be a really bad idea?

I'm primarily thinking of the contrib add-ons, but any other tips 
would be good too.

It's a bit confusing since contrib doesn't track the releases. I'm 
looking at the escalate stuff, for instance, and I can't tell if 
what's in contrib is still viable, or whether it has been folded into 
2.0....

Yep, I know contrib is unsupported and likely to cause mutation in 
small aquatic creatures. :-)



From maniezhilan at naturesoft.net  Tue Jul 23 10:15:30 2002
From: maniezhilan at naturesoft.net (maniezhilan)
Date: Tue, 23 Jul 2002 19:45:30 +0530
Subject: [rt-users] Functional Help.
Message-ID: <3D3D6501.32E05372@naturesoft.net>

Hi all,

Can any one help me out on the functional plan of the Queue
Administrator.
How does a queue administrator generally operates a ticket ?

Thanks and Regards,

J.Mani Ezhilan




From maniezhilan at naturesoft.net  Tue Jul 23 11:03:45 2002
From: maniezhilan at naturesoft.net (maniezhilan)
Date: Tue, 23 Jul 2002 20:33:45 +0530
Subject: [rt-users] Minimum scrip required
Message-ID: <3D3D7051.3C28A65C@naturesoft.net>

Dear all,

What is the scrip required, when the queue administrator assigns a
ticked to a watcher and the watcher should get a
mail notification of the ticket assigned to him.

Thanks and Regards,

J.Mani Ezhilan.






From awahlfeldt at subshell.com  Tue Jul 23 07:50:33 2002
From: awahlfeldt at subshell.com (Andreas Wahlfeldt)
Date: Tue, 23 Jul 2002 13:50:33 +0200
Subject: [rt-users] no ticket content in replies
Message-ID: <007501c2323f$2a9bb090$d7164fd4@bernoulli>

@harald,
@phil,
@all,

hi folks,

thanx for your replies.

> Could you be seeing the same thing as in
>
> http://lists.fsck.com/pipermail/rt-users/2002-July/008947.html
>
> ?

yep. that's the problem (sorry, i missed this one).

i've got customers sending things like

<------------example 1---------------------------------

MIME-Version: 1.0
Content-Type: multipart/mixed;
 boundary="----=_NextPart_000_005A_01C2324B.4F2620B0"
X-Priority: 3
X-MSMail-Priority: Normal
X-Mailer: Microsoft Outlook Express 6.00.2600.0000
X-MIMEOLE: Produced By Microsoft MimeOLE V6.00.2600.0000

This is a multi-part message in MIME format.

------=_NextPart_000_005A_01C2324B.4F2620B0
Content-Type: text/plain;
 charset="iso-8859-1"
Content-Transfer-Encoding: 7bit

what ever

------=_NextPart_000_005A_01C2324B.4F2620B0
Content-Type: application/x-zip-compressed;
 name="newsform_sub_dani.zip"
Content-Transfer-Encoding: base64
Content-Disposition: attachment;
 filename="newsform_sub_dani.zip"

UEsDBBQAAAAIANdUmSx/8YS7ogMAAFoMAAAWAAAAbmV3c2Zvcm1fc3ViX2RhbmkuaHRtbK1XS2/b
etc.

------=_NextPart_000_005A_01C2324B.4F2620B0--

------------example 1--------------------------------->

this is accepted by rt; if i reply ticket content is quoted.
BUT i've i get anything like

<------------example 2---------------------------------

MIME-Version: 1.0
Content-Type: multipart/mixed;
 boundary="----=_NextPart_000_0042_01C2324A.CAA14310"
X-Priority: 3
X-MSMail-Priority: Normal
X-Mailer: Microsoft Outlook Express 6.00.2600.0000
X-MIMEOLE: Produced By Microsoft MimeOLE V6.00.2600.0000

This is a multi-part message in MIME format.

------=_NextPart_000_0042_01C2324A.CAA14310
Content-Type: multipart/alternative;
 boundary="----=_NextPart_001_0043_01C2324A.CAA14310"


------=_NextPart_001_0043_01C2324A.CAA14310
Content-Type: text/plain;
 charset="iso-8859-1"
Content-Transfer-Encoding: quoted-printable

what ever

------=_NextPart_001_0043_01C2324A.CAA14310
Content-Type: text/html;
 charset="iso-8859-1"
Content-Transfer-Encoding: quoted-printable

<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN">
<HTML>
shortened , you know what's here, don't you.
</HTML>

------=_NextPart_001_0043_01C2324A.CAA14310--

------=_NextPart_000_0042_01C2324A.CAA14310
Content-Type: application/x-zip-compressed;
 name="newsform_sub_dani.zip"
Content-Transfer-Encoding: base64
Content-Disposition: attachment;
 filename="newsform_sub_dani.zip"

UEsDBBQAAAAIANdUmSx/8YS7ogMAAFoMAAAWAAAAbmV3c2Zvcm1fc3ViX2RhbmkuaHRtbK1XS2/b
etc.
------=_NextPart_000_0042_01C2324A.CAA14310--

------------example 2--------------------------------->

the content IS NOT quoted if i reply.
this is a kind of annoying 'feature', because 1/3 of our tickets are written
like the above and i fear that i won't make our customers change their
email_sending_habbits.
so, will we end up with coppy+paste ticket-content from the webui history
into our replies (guess staff gonna like that :-()
or does anybody have an idea howto_get_around_this(tm) ?


Liebe Gruesse aus der Weidenallee

cu
andreas

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

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




From francisv at dagupan.com  Tue Jul 23 07:59:06 2002
From: francisv at dagupan.com (francisv at dagupan.com)
Date: Tue, 23 Jul 2002 19:59:06 +0800
Subject: [rt-users] Help with RT-2.0.13 and perl 5.8.0
Message-ID: <10F29E27A956D511B0940050DA8D86A985C410@mailserver.dagupan.com>

Hi,

I've just upgraded my perl to 5.8.0 now RT won't start:

Variable "$m" is not imported at /usr/local/rt2/bin/webmux.pl line 95.
[Tue Jul 23 19:53:54 2002] [error] Global symbol "$m" requires explicit
package name at /usr/local/rt2/bin/webmux.pl line 95.
Compilation failed in require at (eval 6) line 1.

Syntax error on line 978 of /usr/local/etc/apache/httpd.conf:
Global symbol "$m" requires explicit package name at
/usr/local/rt2/bin/webmux.pl line 95.
Compilation failed in require at (eval 6) line 1.

/usr/local/sbin/apachectl start: httpd could not be started

How can I fix this?

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




From ayan.kayal at yale.edu  Tue Jul 23 08:11:55 2002
From: ayan.kayal at yale.edu (Ayan R. Kayal)
Date: Tue, 23 Jul 2002 08:11:55 -0400
Subject: [rt-users] Help with RT-2.0.13 and perl 5.8.0
In-Reply-To: <10F29E27A956D511B0940050DA8D86A985C410@mailserver.dagupan.com>
Message-ID: <000001c23242$22daa520$19a03f44@arknew>

Mason 1.1x doesn't really like RT 2.0.13. Upgrade to 2.0.14, or use an
earlier version of Mason (1.02/1.05/etc)

O-                        ~ARK

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com 
> [mailto:rt-users-admin at lists.fsck.com] On Behalf Of 
> francisv at dagupan.com
> Sent: Tuesday, July 23, 2002 7:59 AM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Help with RT-2.0.13 and perl 5.8.0
> 
> 
> Hi,
> 
> I've just upgraded my perl to 5.8.0 now RT won't start:
> 
> Variable "$m" is not imported at /usr/local/rt2/bin/webmux.pl 
> line 95. [Tue Jul 23 19:53:54 2002] [error] Global symbol 
> "$m" requires explicit package name at 
> /usr/local/rt2/bin/webmux.pl line 95. Compilation failed in 
> require at (eval 6) line 1.
> 
> Syntax error on line 978 of /usr/local/etc/apache/httpd.conf: 
> Global symbol "$m" requires explicit package name at 
> /usr/local/rt2/bin/webmux.pl line 95. Compilation failed in 
> require at (eval 6) line 1.
> 
> /usr/local/sbin/apachectl start: httpd could not be started
> 
> How can I fix this?




From IPTunnel at cariaccess.com  Tue Jul 23 12:47:13 2002
From: IPTunnel at cariaccess.com (IPTunnel)
Date: Tue, 23 Jul 2002 12:47:13 -0400
Subject: [rt-users] problems running rt-mailgate
Message-ID: <3D3D8891.1060003@cariaccess.com>

hello i am running

RT 2.0.13
linux  2.4.18-3
perl, v5.6.1

rt-mailgate does not run from the command line i keep getting this error

readline() on unopened filehandle DATA at
/usr/lib/perl5/site_perl/5.6.1/MIME/WordDecoder.pm line 579.


can anyone offer any suggestions?

thanks
maj





From ipswitch at apk.net  Tue Jul 23 17:20:10 2002
From: ipswitch at apk.net (Stuart Krivis)
Date: Tue, 23 Jul 2002 17:20:10 -0400
Subject: [rt-users] adding a Condition
Message-ID: <web-375986@postal.silvercreek.net>

I want to add a Condition for "OnPriorityChange."

I modified Jesse's StatusChange.pm to be Prioritychange, but am having 
trouble with the insert script.

I tried modifying the script supplied with Jesse's OnQueueChange. I 
think the relevant section is:

# {{{ ScripConditions

my @ScripConditions = (
                        {
                         Name => 'OnPriorityChange',
                         Description =>  'When a ticket's Priority 
changes',
                         ApplicableTransTypes =>  'Set',
                         ExecModule => 'PriorityChange',
                        },


                       );

# }}}



When I run the script I get:

Substitution replacement not terminated at ./insert_condition.pl.1 
line 57.

57 is the "}," right after "ExecModule => 'PriorityChange'," in the 
above.

What am I doing wrong? Too stupid to use RT? :-)





From bruce_campbell at ripe.net  Tue Jul 23 18:06:41 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 24 Jul 2002 00:06:41 +0200 (CEST)
Subject: [rt-users] adding a Condition
In-Reply-To: <web-375986@postal.silvercreek.net>
Message-ID: <Pine.LNX.4.44.0207240004010.32509-100000@x22.ripe.net>

On Tue, 23 Jul 2002, Stuart Krivis wrote:

> Substitution replacement not terminated at ./insert_condition.pl.1
> line 57.

>                          Description =>  'When a ticket's Priority changes',
                                                         ^
                                                         |
> What am I doing wrong? Too stupid to use RT? :-)

Nah, just a basic perlism that caught me twice today.  Single quotes are
sometimes awkward when you close a string inadvertently.

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




From arclight at jump.net  Tue Jul 23 18:27:53 2002
From: arclight at jump.net (Bob Apthorpe)
Date: Tue, 23 Jul 2002 17:27:53 -0500
Subject: [rt-users] adding a Condition
In-Reply-To: <Pine.LNX.4.44.0207240004010.32509-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0207240004010.32509-100000@x22.ripe.net>
Message-ID: <02072317275301.03025@soyokaze>

On Tuesday 23 July 2002 17:06, Bruce Campbell wrote:
> On Tue, 23 Jul 2002, Stuart Krivis wrote:
> > Substitution replacement not terminated at ./insert_condition.pl.1
> > line 57.
> >
> >                          Description =>  'When a ticket's Priority
> > changes',
>
>                                                          ^
>
> > What am I doing wrong? Too stupid to use RT? :-)
>
> Nah, just a basic perlism that caught me twice today.  Single quotes are
> sometimes awkward when you close a string inadvertently.

Semi-Obscure Perl Trick-of-the-Day:

$msg = qq{"This construct's equivalent to double-quotes," he said.\n};

$msg .= q{"This construct's equivalent to single-quotes," she said.};

You can use different delimiters depending on what you need to quote. These 
are brutally handy when you don't want to fiddle with escaping literal 
quotes. See 'perldoc perlop' for more info.

-- Bob



From JSatterfield at ciphergen.com  Tue Jul 23 18:52:18 2002
From: JSatterfield at ciphergen.com (James Satterfield)
Date: Tue, 23 Jul 2002 15:52:18 -0700
Subject: [rt-users] Minor change to /Ticket/Update.html
Message-ID: <A033C4B4B90ABC4B92D2A73ED3115651130314@EXCHANGER.ciphergen.com>

Guys,
I'd like to add the requestors name to this page somewhere... Preferably
right here:
"Ticket watchers Requestor:jsatterfield at ciphergen.com (James Satterfield)"

If at all possible, I'd love for the UI to show the real name next to the
email address whenever it displays an email address. I would think this a
trivial task, but wonder if it would break any time it had to send an email.

I know nothing of perl and couldn't script my way out of a paper bag. After
perusing Display.html and /Ticket/Elements/ShowRequestor I think I could
figure it out after many hours of frustration, but life would be much easier
if someone could hold my hand on this one.

Thanks,
James.



From jesse at bestpractical.com  Tue Jul 23 19:03:06 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 23 Jul 2002 19:03:06 -0400
Subject: [rt-users] Some local RT enhancements
In-Reply-To: <20020721233509.GJ26960@complete.org>
References: <20020721233509.GJ26960@complete.org>
Message-ID: <20020723230306.GJ26978@pallas.fsck.com>

FWIW,
	rt-mailgate --ticket-id-from-extension will let you send
	mail to rt+6523 at mydomain.com, without any weird mta hacking ;)



On Sun, Jul 21, 2002 at 06:35:09PM -0500, John Goerzen wrote:
> Hi,
> 
> I thought I'd share with the list some local RT features.
> 
> 1. To make it easier to CC or forward information into the BTS without
> having to alter or preserve the subject line, people can write to
> nn at bugs.complete.org -- ie 8152 at bugs.complete.org to correspond to bug 8152.
> 
> This is set up with the following in Postfix's virtual file for the bugs
> domain:
> 
> /^(\d+)@bugs\.complete\.org$/           rt-mail+correspond-$1 at complete.org
> /^(\d+)-comments at bugs\.complete\.org/   rt-mail+comment-$1 at complete.org
> 
> And in rt-mail's .mailfilter file:
> 
> if (/^X-Addr-Extension: correspond-![0-9]+$/)
>   to "|reformail -i'Subject: [complete.org #$MATCH2]' | $RTMAILGATE --queue general --action correspond"
> 
> if (/^X-Addr-Extension: comment-![0-9]+$/)
>   to "|reformail -i'Subject: [complete.org #$MATCH2]' | $RTMAILGATE --queue general --action comment"
> 
> As you can see, it simply sets the subject to a value useful to RT and sends
> it on.
> 
> 2. I wrote a system to allow the public to set up RT accounts, similar to
> the way bugzilla works.  If people are interested, I can post the Python
> source code.
> 
> -- John
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

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



From ipswitch at apk.net  Tue Jul 23 19:53:01 2002
From: ipswitch at apk.net (Stuart Krivis)
Date: Tue, 23 Jul 2002 19:53:01 -0400
Subject: [rt-users] adding a Condition
In-Reply-To: <Pine.LNX.4.44.0207240004010.32509-100000@x22.ripe.net>
References: <web-375986@postal.silvercreek.net> <Pine.LNX.4.44.0207240004010.32509-100000@x22.ripe.net>
Message-ID: <ruqrjucbngbmukkdck31m9035emht0c7gi@4ax.com>

On Wed, 24 Jul 2002 00:06:41 +0200 (CEST), Bruce Campbell
<bruce_campbell at ripe.net> wrote:

>On Tue, 23 Jul 2002, Stuart Krivis wrote:
>
>> Substitution replacement not terminated at ./insert_condition.pl.1
>> line 57.
>
>>                          Description =>  'When a ticket's Priority changes',
>                                                         ^
>                                                         |
>> What am I doing wrong? Too stupid to use RT? :-)
>
>Nah, just a basic perlism that caught me twice today.  Single quotes are
>sometimes awkward when you close a string inadvertently.

One of these days I have to really get into Perl. I know just barely
enough to be dangerous and then I get tripped up because Perl isn't
quite the same as some other tools. :-)




From rlpowell at digitalkingdom.org  Tue Jul 23 19:59:43 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Tue, 23 Jul 2002 16:59:43 -0700
Subject: [rt-users] adding a Condition
In-Reply-To: <ruqrjucbngbmukkdck31m9035emht0c7gi@4ax.com>
References: <web-375986@postal.silvercreek.net> <Pine.LNX.4.44.0207240004010.32509-100000@x22.ripe.net> <ruqrjucbngbmukkdck31m9035emht0c7gi@4ax.com>
Message-ID: <20020723235943.GV18580@chain.digitalkingdom.org>

On Tue, Jul 23, 2002 at 07:53:01PM -0400, Stuart Krivis wrote:
> On Wed, 24 Jul 2002 00:06:41 +0200 (CEST), Bruce Campbell
> <bruce_campbell at ripe.net> wrote:
> 
> >On Tue, 23 Jul 2002, Stuart Krivis wrote:
> >
> >> Substitution replacement not terminated at ./insert_condition.pl.1
> >> line 57.
> >
> >>                          Description =>  'When a ticket's Priority changes',
> >                                                         ^
> >                                                         |
> >> What am I doing wrong? Too stupid to use RT? :-)
> >
> >Nah, just a basic perlism that caught me twice today.  Single quotes are
> >sometimes awkward when you close a string inadvertently.
> 
> One of these days I have to really get into Perl. I know just barely
> enough to be dangerous and then I get tripped up because Perl isn't
> quite the same as some other tools. :-)

Ummm, I am not aware of *any* unix tool in which a ' delimited string
can have ' in it without some kind of special notification.

-Robin

-- 
http://www.digitalkingdom.org/~rlpowell/ 	BTW, I'm male, honest.
le datni cu djica le nu zifre .iku'i .oi le so'e datni cu to'e te pilno
je xlali -- RLP 				http://www.lojban.org/



From pdh at snapgear.com  Tue Jul 23 20:08:30 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 24 Jul 2002 10:08:30 +1000
Subject: [rt-users] Minor change to /Ticket/Update.html
In-Reply-To: <A033C4B4B90ABC4B92D2A73ED3115651130314@EXCHANGER.ciphergen.com>
References: <A033C4B4B90ABC4B92D2A73ED3115651130314@EXCHANGER.ciphergen.com>
Message-ID: <20020724000830.GQ453@luggage>

James Satterfield wrote:
> If at all possible, I'd love for the UI to show the real name next to the
> email address whenever it displays an email address. I would think this a
> trivial task, but wonder if it would break any time it had to send an email.

It's not as trivial as it looks. At a glance, you'd need to duplicate
the EmailsAsString function in lib/RT/Watchers.pm to return the data
in the form you want; then duplicate RequestorsAsString and CCAsString
in lib/RT/Ticket.pm, then get Ticket/Update.html to call your new
Ticket functions.

On the plus side, this shouldn't break any email sending. :-)



From bortzmeyer at nic.fr  Wed Jul 24 05:30:14 2002
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Wed, 24 Jul 2002 11:30:14 +0200
Subject: [rt-users] Any way to steal a ticket?
Message-ID: <20020724093014.GA8648@nic.fr>

I'm trying to take a ticket from another user and RT says me:

You can only reassign tickets that you own or that are unowned

Any way to bypass this check? I really want this ability (combined
with OnOwnerChange so that the old owner is warned and can complain).

Even when logged as root, I get the above message.




From bortzmeyer at nic.fr  Wed Jul 24 05:38:06 2002
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Wed, 24 Jul 2002 11:38:06 +0200
Subject: [rt-users] Still puzzled by user's rights
Message-ID: <20020724093806.GA8801@nic.fr>

Even after rereading <URL:http://fsck.com/rtfm/article.html?id=4#27>,
I have problems predicting the behavior of RT. Here, I sent a mail to
a ticket and it was refused. I am not the owner but I am the
requestor. Anyway, I am a member of a group which has the global right
to CommentOnTicket and ModifyTicket.

Where can I look to debug? Can I ask RT to dumps the complete set of
rights for the current context?

 ----- Forwarded message from  via RT <rt-tech at rt.eureg.org> -----

Subject: [EUreg #5] Whois server 
From: " via RT" <rt-tech at rt.eureg.org>
Reply-To: rt-tech at rt.eureg.org
To: "'AdminCc of EUreg Ticket #5'": ;'AdminCc of EUreg Ticket #5':;
Date: Mon, 22 Jul 2002 17:06:13 +0200 (CEST)
X-RT-Loop-Prevention: EUreg
Managed-BY: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/)
RT-Ticket: EUreg #5



Not set: Request 5 was acted upon.
Transaction: Permission Denied
       Queue: Technical
     Subject: Whois server
       Owner: lubrano
  Requestors: bortzmeyer at nic.fr
      Status: open
 Ticket <URL: http://rt.eureg.org//Ticket/Display.html?id=5 >
-------------------------------------------------------------------------

----- End forwarded message -----






From EstebanC at medikredit.co.za  Wed Jul 24 07:12:50 2002
From: EstebanC at medikredit.co.za (Esteban Cabero)
Date: Wed, 24 Jul 2002 13:12:50 +0200
Subject: [rt-users] Any way to steal a ticket?
Message-ID: <6EF383DE19D0324DA32C9A6AEE7089A4E4AEC5@medimail01.medikredit.co.za>

Hello Stephane.

Would "Steal" or "Take" not work for you?

Best Regards
Esteban Cabero

-----Original Message-----
From: Stephane Bortzmeyer [mailto:bortzmeyer at nic.fr]
Sent: 24 July 2002 11:30 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] Any way to steal a ticket?


I'm trying to take a ticket from another user and RT says me:

You can only reassign tickets that you own or that are unowned

Any way to bypass this check? I really want this ability (combined
with OnOwnerChange so that the old owner is warned and can complain).

Even when logged as root, I get the above message.


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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From bortzmeyer at nic.fr  Wed Jul 24 07:48:54 2002
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Wed, 24 Jul 2002 13:48:54 +0200
Subject: [rt-users] Any way to steal a ticket?
In-Reply-To: <6EF383DE19D0324DA32C9A6AEE7089A4E4AEC5@medimail01.medikredit.co.za>
References: <6EF383DE19D0324DA32C9A6AEE7089A4E4AEC5@medimail01.medikredit.co.za>
Message-ID: <20020724114854.GA10928@nic.fr>

On Wed, Jul 24, 2002 at 01:12:50PM +0200,
 Esteban Cabero <EstebanC at medikredit.co.za> wrote 
 a message of 30 lines which said:

> Would "Steal" or "Take" not work for you?

I don't know how I missed that button. Thanks a lot, it works, sorry
for the too hasty question.



From EstebanC at medikredit.co.za  Wed Jul 24 08:19:28 2002
From: EstebanC at medikredit.co.za (Esteban Cabero)
Date: Wed, 24 Jul 2002 14:19:28 +0200
Subject: [rt-users] Any way to steal a ticket?
Message-ID: <6EF383DE19D0324DA32C9A6AEE7089A4E4AEC6@medimail01.medikredit.co.za>

Welcome

-----Original Message-----
From: Stephane Bortzmeyer [mailto:bortzmeyer at nic.fr]
Sent: 24 July 2002 01:49 PM
To: Esteban Cabero
Cc: Stephane Bortzmeyer; rt-users at lists.fsck.com
Subject: Re: [rt-users] Any way to steal a ticket?


On Wed, Jul 24, 2002 at 01:12:50PM +0200,
 Esteban Cabero <EstebanC at medikredit.co.za> wrote 
 a message of 30 lines which said:

> Would "Steal" or "Take" not work for you?

I don't know how I missed that button. Thanks a lot, it works, sorry
for the too hasty question.



From sprasadi at addr.com  Wed Jul 24 09:41:04 2002
From: sprasadi at addr.com (Steve)
Date: Wed, 24 Jul 2002 19:11:04 +0530
Subject: [rt-users] Apache Cookie error
Message-ID: <5.1.0.14.0.20020724191045.00bca0f0@localhost>

>Hi All,
>
>Trying to install RT-2-0-13  on FreeBSD 4.5 and Apache-1.3.22 with MySQL. 
>When I do make testdeps I get the the following error:
>
>Checking for Apache::Cookie....Apache::Cookie not installed.
>Checking for MIME::Entity 5.108 ....MIME::Entity 5.108  not installed.
>
>For Apache Cookie I tried installing libapreq-0.31 as suggested by 
>http://www.helgrim.com/perlmodules/. But I am getting the following error 
>while doing so:
>
>  make
>cc -c  -I/usr/local/include/apache 
>-I/usr/local/include/apache  -DHAS_FPSETMASK -DHAS_FLOATINGPOINT_H 
>-fno-strict-aliasing -I/usr/local/include 
>-O    -DVERSION=\"\"  -DXS_VERSION=\"\" -DPIC -fpic 
>"-I/usr/local/lib/perl5/5.8.0/i386-freebsd/CORE"   apache_request.c
>cc -c  -I/usr/local/include/apache 
>-I/usr/local/include/apache  -DHAS_FPSETMASK -DHAS_FLOATINGPOINT_H 
>-fno-strict-aliasing -I/usr/local/include 
>-O    -DVERSION=\"\"  -DXS_VERSION=\"\" -DPIC -fpic 
>"-I/usr/local/lib/perl5/5.8.0/i386-freebsd/CORE"   apache_cookie.c
>cc -c  -I/usr/local/include/apache 
>-I/usr/local/include/apache  -DHAS_FPSETMASK -DHAS_FLOATINGPOINT_H 
>-fno-strict-aliasing -I/usr/local/include 
>-O    -DVERSION=\"\"  -DXS_VERSION=\"\" -DPIC -fpic 
>"-I/usr/local/lib/perl5/5.8.0/i386-freebsd/CORE"   multipart_buffer.c
>rm -rf ../blib/arch/auto/libapreq/libapreq.a
>/usr/bin/ar cr ../blib/arch/auto/libapreq/libapreq.a apache_request.o 
>apache_cookie.o multipart_buffer.o && : ../blib/arch/auto/libapreq/libapreq.a
>chmod 755 ../blib/arch/auto/libapreq/libapreq.a
>cc -c  -I../c -I/usr/local/include/apache 
>-I/usr/local/include/apache  -DHAS_FPSETMASK -DHAS_FLOATINGPOINT_H 
>-fno-strict-aliasing -I/usr/local/include 
>-O    -DVERSION=\"0.31\"  -DXS_VERSION=\"0.31\" -DPIC -fpic 
>"-I/usr/local/lib/perl5/5.8.0/i386-freebsd/CORE"   Request.c
>Request.xs:2: mod_perl.h: No such file or directory
>*** Error code 1
>
>Stop in /usr/home/addr/libapreq-0.31/Request.
>*** Error code 1
>
>Stop in /usr/home/addr/libapreq-0.31.
>
>
>What could be the problem?
>
>And for MIME entity I have instlled both the MIME Tools and the MIME 
>Base64, but still getting that its not installed.
>
>What could be the problem? Any help is welcome.
>
>Steve




From JSatterfield at ciphergen.com  Wed Jul 24 11:56:47 2002
From: JSatterfield at ciphergen.com (James Satterfield)
Date: Wed, 24 Jul 2002 08:56:47 -0700
Subject: [rt-users] Minor change to /Ticket/Update.html
Message-ID: <A033C4B4B90ABC4B92D2A73ED3115651130315@EXCHANGER.ciphergen.com>

Thanks for the reply. Unfortunately it looks to be a bit beyond the scope of
my abilities.

James.

-----Original Message-----
From: Phil Homewood [mailto:pdh at snapgear.com] 
Sent: Tuesday, July 23, 2002 5:09 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Minor change to /Ticket/Update.html


James Satterfield wrote:
> If at all possible, I'd love for the UI to show the real name next to 
> the email address whenever it displays an email address. I would think 
> this a trivial task, but wonder if it would break any time it had to 
> send an email.

It's not as trivial as it looks. At a glance, you'd need to duplicate the
EmailsAsString function in lib/RT/Watchers.pm to return the data in the form
you want; then duplicate RequestorsAsString and CCAsString in
lib/RT/Ticket.pm, then get Ticket/Update.html to call your new Ticket
functions.

On the plus side, this shouldn't break any email sending. :-)

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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From awahlfeldt at subshell.com  Wed Jul 24 12:10:46 2002
From: awahlfeldt at subshell.com (Andreas Wahlfeldt)
Date: Wed, 24 Jul 2002 18:10:46 +0200
Subject: [rt-users] RE: Any way to steal a ticket?
Message-ID: <010101c2332c$ab99dbc0$d7164fd4@bernoulli>

hi stephane,

this is to my (still poor) knowlege the only way to deal with your problem :

http://lists.fsck.com/pipermail/rt-users/2002-March/007315.html

cu
andreas

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

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




From mmoorcroft at mail.arc.nasa.gov  Wed Jul 24 14:19:39 2002
From: mmoorcroft at mail.arc.nasa.gov (Mark Moorcroft)
Date: Wed, 24 Jul 2002 11:19:39 -0700
Subject: [rt-users] Apache 2
Message-ID: <p05111a05b9649d2c2ff7@[143.232.134.124]>

I am new to this list. We have been looking at RT for quite a while 
to replace part of our Filemaker database. I plan to run it on OSX 
Server. I am interested in other people's experience with RT and OSX. 
Our initial experience has been that using CPAN to install/upgrade 
the pieces that Apple does not include with OSX Server is problematic 
for numerous reasons. Not the least of which is the likelihood that 
installing the extra stuff will break the Software Update mechanism 
that Apple provides. There are some packaged updates available but I 
was unsure if RT even works with Apache2.

--MM

-- 



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

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



From pdh at snapgear.com  Wed Jul 24 18:45:16 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 25 Jul 2002 08:45:16 +1000
Subject: [rt-users] Apache Cookie error
In-Reply-To: <5.1.0.14.0.20020724191045.00bca0f0@localhost>
References: <5.1.0.14.0.20020724191045.00bca0f0@localhost>
Message-ID: <20020724224516.GD456@luggage>

Steve wrote:
> >For Apache Cookie I tried installing libapreq-0.31 as suggested by 
> >http://www.helgrim.com/perlmodules/. But I am getting the following error 
> >while doing so:

> >Request.xs:2: mod_perl.h: No such file or directory
> >*** Error code 1

> >What could be the problem?

Missing mod_perl?

> >And for MIME entity I have instlled both the MIME Tools and the MIME 
> >Base64, but still getting that its not installed.
> >
> >What could be the problem? Any help is welcome.

for i in www/p5-libapreq converters/p5-MIME-Base64 mail/p5-MIME-Tools
do
  cd /usr/ports/$i && make install
done

All those things install fine from the ports collection. (And the
p5-libapreq port will install mod_perl for you if needed.)



From Andreas.Banze at Geodata.de  Thu Jul 25 02:22:20 2002
From: Andreas.Banze at Geodata.de (Banze, Andreas)
Date: Thu, 25 Jul 2002 08:22:20 +0200
Subject: [rt-users] searching a hint for settiing up rt without tampering with namese
 rver
Message-ID: <1D9A340F01C29341A4C4DEDBED45B61E0D3B6C@srv000000002.geodata.net>

I don't have full control over the nameserver so getting a subdomain for rt2
is a task I can't provide.

Does anybody have a hint or even better an example how to set up rt2 on an
existing server in a directory without the need to have a subdomain
(http://www.domain.com/tickets/ instead of http://tickets.domain.com)? I
tried but I'm lost with the mason and mod_perl settings.

MfG
Andreas Banze



From proftp_cj at kdd.de  Thu Jul 25 02:35:02 2002
From: proftp_cj at kdd.de (christian janssen)
Date: Thu, 25 Jul 2002 08:35:02 +0200
Subject: [rt-users] searching a hint for settiing up rt without
  tampering with namese rver
In-Reply-To: <1D9A340F01C29341A4C4DEDBED45B61E0D3B6C@srv000000002.geodat
 a.net>
Message-ID: <5.1.1.2.2.20020725082509.00a9bff8@mail.kddnet.de>

At 08:22 25.07.2002 +0200, Banze, Andreas wrote:
>I don't have full control over the nameserver so getting a subdomain for rt2
>is a task I can't provide.
>
>Does anybody have a hint or even better an example how to set up rt2 on an
>existing server in a directory without the need to have a subdomain
>(http://www.domain.com/tickets/ instead of http://tickets.domain.com)? I
>tried but I'm lost with the mason and mod_perl settings.
>
>MfG
>Andreas Banze
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm


Hello, try this

regards
Christian

------------
**  httpd.conf

# If the perl module is installed, this will be enabled.
<IfModule mod_perl.c>
Alias /perl/ /var/www/perl/
   <Location /perl>
     SetHandler perl-script
     PerlHandler Apache::Registry
     Options +ExecCGI
   </Location>

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


</IfModule>


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



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

** config.pm
--

# Define the directory name to be used for images in rt web
# documents.

# If you're putting the web ui somewhere other than at the root of
# your server
# $WebPath requires a leading / but no trailing /

#$WebPath = "";
$WebPath = "/rt2";

# This is the Scheme, server and port for constructing urls to webrt
# $WebBaseURL doesn't need a trailing 
/

# $WebBaseURL = "http://RT::WebBaseURL.not.configured:80";
$WebBaseURL = "http://10.1.1.100";

$WebURL = $WebBaseURL . $WebPath . "/";

--




From sigl at mpe.mpg.de  Thu Jul 25 03:47:31 2002
From: sigl at mpe.mpg.de (Rainer Sigl)
Date: Thu, 25 Jul 2002 09:47:31 +0200
Subject: [rt-users] Autoreply Template, CorrespondAddress
Message-ID: <200207250754.JAA07732@mpehp1.mpe-garching.mpg.de>

Hi all,
in my standard Autoreply Template there is the endtext
                        Thank you,
                        {$Ticket->QueueObj->CorrespondAddress()}
please tell me where is 'CorrespondAddress' set?
I get always the result 'rt at localhost' which would like to change


Beside this,
how can set globally the screen refresh rate of the rt home screen?


Thanks
Rainer



From rainer at ultra-secure.de  Thu Jul 25 06:55:25 2002
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Thu, 25 Jul 2002 10:55:25 +0000
Subject: [rt-users] Re: Apache 2
In-Reply-To: <p05111a05b9649d2c2ff7@[143.232.134.124]> 
References: <p05111a05b9649d2c2ff7@[143.232.134.124]>
Message-ID: <20020725105525.1495.qmail@bsd.ultra-secure.de>

Mark Moorcroft writes: 

> Our initial 
> experience has been that using CPAN to install/upgrade the pieces that 
> Apple does not include with OSX Server is problematic for numerous 
> reasons. Not the least of which is the likelihood that installing the 
> extra stuff will break the Software Update mechanism that Apple provides. 

Most probably. 

But can't you just install Perl 5.6.1 in the OSX-equivalent of /usr/local ?
You'd need to do this on lots of other systems nethertheless (older SuSE, 
FreeBSD ...). 

> There are some packaged updates available but I was unsure if RT even 
> works with Apache2.

I guess the likelyhood is larger, if mod_perl is available for OSX and 
Apache2. 


cheers,
Rainer
-- 
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Rainer Duffner                   Munich
rainer at ultra-secure.de          Germany
http://www.i-duffner.de        Freising
========================================
    When shall we three meet again
  In thunder, lightning, or in rain?
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ 



From sven.sternberger at desy.de  Thu Jul 25 07:39:16 2002
From: sven.sternberger at desy.de (Sven Sternberger)
Date: 25 Jul 2002 13:39:16 +0200
Subject: [rt-users] Where has all my memory gone!
Message-ID: <1027597156.11616.116.camel@zitpcx3298>

Hi!

I try for several weeks to tune my rt box. The problem is
that after 1 or 2 days all the memory has been eaten by rt
and the programm start to become slow.

I already set the MaxRequestsPerChild to 1.500, but It helps
not really. 

My question 

1.)is it okay to lower the number for example on 500?
2.)I see about 500 lines per day
[Tue Jul 23 21:59:57 2002] [notice] child pid 28642 exit signal
Segmentation fault (11)
Is it normal? Is it related to my memory problem?

bye!


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





From hwagener at hamburg.fcb.com  Thu Jul 25 13:53:55 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 25 Jul 2002 13:53:55 -0400
Subject: [rt-users] Where has all my memory gone!
References: <1027597156.11616.116.camel@zitpcx3298>
Message-ID: <3D403B33.3E72D7C1@hamburg.fcb.com>

Sven Sternberger wrote:

> Hi!
>
> I try for several weeks to tune my rt box. The problem is
> that after 1 or 2 days all the memory has been eaten by rt
> and the programm start to become slow.

Are You sure it is RT that eats Your memory? I haven't seen memory contention
on my RT box, and it is up for 56 days now.


>
>
> I already set the MaxRequestsPerChild to 1.500, but It helps
> not really.
>
> My question
>
> 1.)is it okay to lower the number for example on 500?
> 2.)I see about 500 lines per day
> [Tue Jul 23 21:59:57 2002] [notice] child pid 28642 exit signal
> Segmentation fault (11)
> Is it normal? Is it related to my memory problem?

This is a known issue with some setups of apache wit mod_perl as a dynamically
shared object.
 The usual solution is to build apache with mod_perl compiled in statically. I
run a stock apache/mod_perl setup on redhat 7.2 for RT without any problems,
but this is a question of load.

Regards,
    Harald

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


-------------- next part --------------
A non-text attachment was scrubbed...
Name: hwagener.vcf
Type: text/x-vcard
Size: 202 bytes
Desc: Card for Harald Wagener
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020725/e2f3f829/attachment.vcf>

From ayan.kayal at yale.edu  Thu Jul 25 07:58:18 2002
From: ayan.kayal at yale.edu (Ayan R. Kayal)
Date: Thu, 25 Jul 2002 07:58:18 -0400
Subject: [rt-users] Where has all my memory gone!
In-Reply-To: <1027597156.11616.116.camel@zitpcx3298>
Message-ID: <000b01c233d2$90ccba00$19a03f44@arknew>

I was tinkering around with this number and ended up setting it to 100,
just because occasionally mod_perl slows everything to a crawl. I may
raise it to 500 to see what happens when I have time to test, as
lowering to 100 was a quick and dirty solution. I think originally it
was at 10,000, and that was way too much, because it definitely slows to
a crawl (tons of complaints after a few days of running it).

I believe the seg fault has something to do with compiling mod_perl. I
don't remember if it is a dynamic vs. static issue or what, because it's
been a year since I dealt with it. Maybe someone else can chime in, but
I believe it's in the mail archives as well.

Ayan Kayal
Hmedicine.com, Inc. 

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com 
> [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Sven Sternberger
> Sent: Thursday, July 25, 2002 7:39 AM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Where has all my memory gone!
> 
> 
> Hi!
> 
> I try for several weeks to tune my rt box. The problem is
> that after 1 or 2 days all the memory has been eaten by rt
> and the programm start to become slow.
> 
> I already set the MaxRequestsPerChild to 1.500, but It helps 
> not really. 
> 
> My question 
> 
> 1.)is it okay to lower the number for example on 500?
> 2.)I see about 500 lines per day
> [Tue Jul 23 21:59:57 2002] [notice] child pid 28642 exit 
> signal Segmentation fault (11) Is it normal? Is it related to 
> my memory problem?




From gauthier at tiscali.net  Thu Jul 25 08:15:50 2002
From: gauthier at tiscali.net (Damien Gauthier)
Date: Thu, 25 Jul 2002 14:15:50 +0200
Subject: [rt-users] how to add a keywords in a template
Message-ID: <C13E64F5D13FD511825A00E018CAA4775D8133@nets01>

Dear sir,

I need to add keywords in a template. Can you tell me how to do that or send
me the path to find the documentation on this.

Regards

Damien gauthier




From bgeraldo at sockeye.com  Thu Jul 25 08:55:55 2002
From: bgeraldo at sockeye.com (Bolivar Geraldo)
Date: Thu, 25 Jul 2002 08:55:55 -0400
Subject: [rt-users] Difference in Scrip Actions?
Message-ID: <3D3FF55B.638E89@sockeye.com>

This is probably an easy one:

What is the difference between, "NotifyAdminCcs" and
NotifyAdminCcsAsComment"?

--
Bolivar Geraldo (Junior)
NOC Analyst






From sven.sternberger at desy.de  Thu Jul 25 09:48:59 2002
From: sven.sternberger at desy.de (Sven Sternberger)
Date: 25 Jul 2002 15:48:59 +0200
Subject: [rt-users] Difference in Scrip Actions?
In-Reply-To: <3D3FF55B.638E89@sockeye.com>
References: <3D3FF55B.638E89@sockeye.com>
Message-ID: <1027604939.11510.128.camel@zitpcx3298>

The difference is that the sender is in the first case 
the queue correspondend address and in the second case it is the
queue comment address.

The problem behind this configuration issue is, do you want
the email reply of the recipent automaticly send
to the requestor?

bye!

Am Don, 2002-07-25 um 14.55 schrieb Bolivar Geraldo:
> This is probably an easy one:
> 
> What is the difference between, "NotifyAdminCcs" and
> NotifyAdminCcsAsComment"?
> 
> --
> Bolivar Geraldo (Junior)
> NOC Analyst
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
-- 
Sven Sternberger                     Tel.: +49 (0) 40 8998 4397
Desy                                 Email: sven.sternberger at desy.de
Notkestr. 85
D-22607 Hamburg





From baumann at zib.de  Thu Jul 25 10:27:02 2002
From: baumann at zib.de (Wolfgang W. Baumann)
Date: Thu, 25 Jul 2002 16:27:02 +0200
Subject: [rt-users] Re: Resolve Ticket Template
In-Reply-To: <20020711232639.GC1283@luggage>
References: <1026415905.2367.17.camel@animal> <20020711232639.GC1283@luggage>
Message-ID: <20020725142702.GE50327@avery.zib.de>

Phil Homewood <pdh at snapgear.com> (2002-Jul-12 09:26) wrote:
> Sean Lutner wrote:
> > I've posted about this before, and I've been scouring the list archives
> > to no avail. What I would like to do is edit and/or replace the Ticket
> > Resolved template to include the original request. [...]
> 
> {$Ticket->Transactions->First->Content()}

I've been working on a related problem, and this solved the first part
of it. Thanks!

Now the second part: 

I like to also include the final comment made by the person resolving
the ticket. 

Here's the Template:

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

Ticket No.:  [{$rtname} #{$Ticket->id}]

According to our records, your request has been resolved. If you have any
further questions or concerns, please respond to this message.

Thanks, 
The HLRN Support Team

Your request and the final remarks are noted below.
----------------------------------------------------------------
--- Your request was -------------------------------------------
----------------------------------------------------------------

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

-----------------------------------------------------------------
---- Final remarks are ------------------------------------------
-----------------------------------------------------------------

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

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

This works as intended, but not in all cases. 

Resolving a ticket logs both the status change and the correspondence.

Sometimes the correspondence is the last item and is written in the mail, as we expect. 

When the status change ist the last transaction nothing gets written in the
mail (which is correct from a logical point of view).

How do I get the correspondence?

Or, how do I enforce the sequence of transactions recorded (first the
status change then the correspondence)?

Have A Nice Day,
Wolfgang
-- 
Wolfgang W. Baumann       baumann at zib.de         CFD Consultant @ ZIB & HLRN



From autarch at urth.org  Thu Jul 25 11:36:16 2002
From: autarch at urth.org (Dave Rolsky)
Date: Thu, 25 Jul 2002 10:36:16 -0500 (CDT)
Subject: [rt-users] Where has all my memory gone!
In-Reply-To: <1027597156.11616.116.camel@zitpcx3298>
Message-ID: <Pine.LNX.4.44.0207251036040.20668-100000@urth.org>

On 25 Jul 2002, Sven Sternberger wrote:

> I try for several weeks to tune my rt box. The problem is
> that after 1 or 2 days all the memory has been eaten by rt
> and the programm start to become slow.

What version of Mason are you using?


-dave

/*==================
www.urth.org
we await the New Sun
==================*/




From nevans at fedex.com  Thu Jul 25 15:18:59 2002
From: nevans at fedex.com (Nathan Evans)
Date: Thu, 25 Jul 2002 13:18:59 -0600
Subject: [rt-users] Loosing >1Mb attachments
Message-ID: <01e001c23410$21146120$c51051c7@ORB>

Hello All.
I'm running RT 2.0.13 on a RedHat 7.0. Whenever an attachment over 1MB
is sent, it gets silently stripped off of the email (or Update.html
page).

According to config.pm, attachments up to 10Mb should be accepted and
not silently stripped:
$MaxAttachmentSize = 10000000;
$TruncateLongAttachments = undef;
$DropLongAttachments = undef;


Here is what I see in the RT logs


Error Log snippet
------------------------------------------------------------
RT::Action::Notify=HASH(0x9b25458): To is
<ticketOwner>@fedex.comRT::Action::Notify=HASH(0x9b25458): Cc is
RT::Action::Notify=HASH(0x9b
25458): Bcc is RT::Transaction=HASH(0x9a02598): Prepared NotifyOwner
RT::Transaction=HASH(0x9a02598): Committed NotifyOwner
DBD::mysql::st execute failed: MySQL server has gone away at
/usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Handle.pm line 3
20.
RT::Handle=HASH(0x981c8c0) couldn't execute the query 'INSERT INTO
Attachments (Creator, ContentEncoding, Filename, ContentType
, Subject, TransactionId, Headers, Content, Created, Parent) VALUES (?,
?, ?, ?, ?, ?, ?, ?, ?, ?)'MySQL server has gone away
now requiring RT::Condition::AnyTransaction
RT::Transaction=HASH(0x9933a38): Checking condition OnComment...
------------------------------------------------------------

Any Ideas?

Nathan Evans
FedEx Services, InfoSec

 




From len at netsys.com  Thu Jul 25 15:28:02 2002
From: len at netsys.com (Len Rose)
Date: Thu, 25 Jul 2002 15:28:02 -0400
Subject: [rt-users] Loosing >1Mb attachments
In-Reply-To: <01e001c23410$21146120$c51051c7@ORB>; from nevans@fedex.com on Thu, Jul 25, 2002 at 01:18:59PM -0600
References: <01e001c23410$21146120$c51051c7@ORB>
Message-ID: <20020725152802.A2382@netsys.com>

Hi.. 

Make sure you add an option to mysql startup defining this
option: -O max_allowed_packet=4M (whatever you need) otherwise
mysql will reject the transaction.

See the mysql manual for more details.


On Thu, Jul 25, 2002 at 01:18:59PM -0600, Nathan Evans wrote:
> Hello All.
> I'm running RT 2.0.13 on a RedHat 7.0. Whenever an attachment over 1MB
> is sent, it gets silently stripped off of the email (or Update.html
> page).
> 
> According to config.pm, attachments up to 10Mb should be accepted and
> not silently stripped:
> $MaxAttachmentSize = 10000000;
> $TruncateLongAttachments = undef;
> $DropLongAttachments = undef;
> 
> 
> Here is what I see in the RT logs
> 
> 
> Error Log snippet
> ------------------------------------------------------------
> RT::Action::Notify=HASH(0x9b25458): To is
> <ticketOwner>@fedex.comRT::Action::Notify=HASH(0x9b25458): Cc is
> RT::Action::Notify=HASH(0x9b
> 25458): Bcc is RT::Transaction=HASH(0x9a02598): Prepared NotifyOwner
> RT::Transaction=HASH(0x9a02598): Committed NotifyOwner
> DBD::mysql::st execute failed: MySQL server has gone away at
> /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Handle.pm line 3
> 20.
> RT::Handle=HASH(0x981c8c0) couldn't execute the query 'INSERT INTO
> Attachments (Creator, ContentEncoding, Filename, ContentType
> , Subject, TransactionId, Headers, Content, Created, Parent) VALUES (?,
> ?, ?, ?, ?, ?, ?, ?, ?, ?)'MySQL server has gone away
> now requiring RT::Condition::AnyTransaction
> RT::Transaction=HASH(0x9933a38): Checking condition OnComment...
> ------------------------------------------------------------
> 
> Any Ideas?
> 
> Nathan Evans
> FedEx Services, InfoSec
> 
>  
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 185 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020725/48a15512/attachment.sig>

From bruce_campbell at ripe.net  Thu Jul 25 16:13:32 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 25 Jul 2002 22:13:32 +0200 (CEST)
Subject: [rt-users] Re: Resolve Ticket Template
In-Reply-To: <20020725142702.GE50327@avery.zib.de>
Message-ID: <Pine.LNX.4.44.0207252150380.865-100000@x22.ripe.net>

On Thu, 25 Jul 2002, Wolfgang W. Baumann wrote:

> I like to also include the final comment made by the person resolving
> the ticket.

This may or may not work for you (as one line):

{ my $have_last=0; my $retval = undef; my $newtrans=$Ticket->Transactions;
  $newtrans->OrderBy( FIELD => 'id', ORDER => 'DESC' ); while( my
  $thistrans = $newtrans->Next && $have_last == 0 ){ next unless(
  $thistrans->Type eq 'Correspond' );  $have_last++;
  $retval=$thistrans->Content unless( defined( $retval ) ); } $retval; }

( Grab the transactions, reverse the ordering, step through until we find
  an instance of correspondence, return the first (really the last) one
  found. Never ever return Comments to the punters. )

> Or, how do I enforce the sequence of transactions recorded (first the
> status change then the correspondence)?

I think the WebUI is committing the correspondence before the status
change, but the default ordering in Transactions.pm is by 'Created'.  This
may mean that MySQL is not giving the rows in a known order if two rows
have the same 'created' value.

Hence, adding an additional OrderBy clause in _Init() of Transactions.pm
to sort on id, ascending may fix your problem.

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




From josh at saratoga.lib.ny.us  Thu Jul 25 17:11:34 2002
From: josh at saratoga.lib.ny.us (Josh Kuperman)
Date: Thu, 25 Jul 2002 17:11:34 -0400
Subject: [rt-users] RT on Cobalt Server -- Fastcgi and Mason problems.
Message-ID: <20020725171134.B8744@saratoga.lib.ny.us>

I have configured most of RT on a Sun Cobalt RaQ-XTR. I keep getting
errors depending on what is where in httpd.conf and config.pm. I am
using the mysql from pkgmaster.com

1. Can I create and verify users from the command line and get the
mail and CLI components working without the web stuff? I need the
application even without the web.

2. Can someone tell me what I missed. Because of the Cobalt set up I
had to do the following.

a. I'm using a separate Perl installation in /opt, Perl is
/opt/bin/perl. When copying the virtual host set up, with Apache::DBI
included it was clear that while RT was using the Perl in /opt, Apache
uses /usr/bin/perl.

b. I am using a virtual server and trying to have
http://support.sspl.org as my RT web site.

c. I thought I was trying to use fastcgi.

I believe something is wrong, well likely many things are wrong, in
config.pm and httpd.conf. I've no idea what.

I will probably have to reinstall because I have completely screwed up
various permissions tracking down Mason messages and I don't think I
even remember all the passwords I've used for the rt_users and the
database. But this is driving me nuts.

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


Subroutine SetContentType redefined at /opt/rt2/bin/webmux.pl line 88.
Subroutine CGIObject redefined at /opt/rt2/bin/webmux.pl line 93.
Subroutine handler redefined at /opt/rt2/bin/webmux.pl line 127.
[Thu Jul 25 16:34:54 2002] [error] (2)No such file or directory: FastCGI: access
 for server (uid 15, gid 0) failed: read not allowed by group
[Thu Jul 25 16:34:54 2002] [error] (2)No such file or directory: FastCGI: can't
create dynamic directory "/tmp/fcgi/dynamic": access for server (uid 15, gid 0)
failed: read not allowed by group
[Thu Jul 25 16:34:55 2002] [notice] Apache/1.3.20 Sun Cobalt (Unix) mod_ssl/2.8.
4 OpenSSL/0.9.6b PHP/4.0.6 mod_auth_pam_external/0.1 mod_fastcgi/2.2.8 FrontPage
/4.0.4.3 mod_perl/1.25 configured -- resuming normal operations
[Thu Jul 25 16:34:55 2002] [notice] FastCGI: process manager initialized (pid 77
04)

[Thu Jul 25 16:56:39 2002] [warn] [Mason] Cannot resolve file to component: /hom
e/opt/rt2/WebRT/html/index.html (is file outside component root?)



From pdh at snapgear.com  Thu Jul 25 21:25:20 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 26 Jul 2002 11:25:20 +1000
Subject: [rt-users] Autoreply Template, CorrespondAddress
In-Reply-To: <200207250754.JAA07732@mpehp1.mpe-garching.mpg.de>
References: <200207250754.JAA07732@mpehp1.mpe-garching.mpg.de>
Message-ID: <20020726012520.GC454@luggage>

Rainer Sigl wrote:
> in my standard Autoreply Template there is the endtext
>                         Thank you,
>                         {$Ticket->QueueObj->CorrespondAddress()}
> please tell me where is 'CorrespondAddress' set?
> I get always the result 'rt at localhost' which would like to change

Configuration->Queues->queuename

> Beside this,
> how can set globally the screen refresh rate of the rt home screen?

You could try tweaking the first line of WebRT/html/index.html...




From rich+rt at lafferty.ca  Fri Jul 26 10:03:33 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Fri, 26 Jul 2002 10:03:33 -0400
Subject: [rt-users] RT on Cobalt Server -- Fastcgi and Mason problems.
In-Reply-To: <20020725171134.B8744@saratoga.lib.ny.us>; from josh@saratoga.lib.ny.us on Thu, Jul 25, 2002 at 05:11:34PM -0400
References: <20020725171134.B8744@saratoga.lib.ny.us>
Message-ID: <20020726100333.B2330@lafferty.ca>

On Thu, Jul 25, 2002 at 05:11:34PM -0400, Josh Kuperman (josh at saratoga.lib.ny.us) wrote:
>
> I believe something is wrong, well likely many things are wrong, in
> config.pm and httpd.conf. I've no idea what.

Neither do we! You said there were errors, but you didn't say what the
errors were.

  -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 hwagener at hamburg.fcb.com  Fri Jul 26 16:10:13 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Fri, 26 Jul 2002 16:10:13 -0400
Subject: [rt-users] RT on Cobalt Server -- Fastcgi and Mason problems.
References: <20020725171134.B8744@saratoga.lib.ny.us> <20020726100333.B2330@lafferty.ca>
Message-ID: <3D41ACA5.99216F5A@hamburg.fcb.com>

Rich Lafferty wrote:

> On Thu, Jul 25, 2002 at 05:11:34PM -0400, Josh Kuperman (josh at saratoga.lib.ny.us) wrote:
> >
> > I believe something is wrong, well likely many things are wrong, in
> > config.pm and httpd.conf. I've no idea what.
>
> Neither do we! You said there were errors, but you didn't say what the
> errors were.
>

Well he did, but Your MUA probably hid it from You, since he pasted the errors right below
his sig. If You do automatic sig cutting, You missed the following:


Subroutine SetContentType redefined at /opt/rt2/bin/webmux.pl line 88.
Subroutine CGIObject redefined at /opt/rt2/bin/webmux.pl line 93.
Subroutine handler redefined at /opt/rt2/bin/webmux.pl line 127.
[Thu Jul 25 16:34:54 2002] [error] (2)No such file or directory: FastCGI:
access
 for server (uid 15, gid 0) failed: read not allowed by group
[Thu Jul 25 16:34:54 2002] [error] (2)No such file or directory: FastCGI:
can't
create dynamic directory "/tmp/fcgi/dynamic": access for server (uid 15,
gid 0)
failed: read not allowed by group
[Thu Jul 25 16:34:55 2002] [notice] Apache/1.3.20 Sun Cobalt (Unix)
mod_ssl/2.8.
4 OpenSSL/0.9.6b PHP/4.0.6 mod_auth_pam_external/0.1 mod_fastcgi/2.2.8
FrontPage
/4.0.4.3 mod_perl/1.25 configured -- resuming normal operations
[Thu Jul 25 16:34:55 2002] [notice] FastCGI: process manager initialized
(pid 77
04)

[Thu Jul 25 16:56:39 2002] [warn] [Mason] Cannot resolve file to component:
/hom
e/opt/rt2/WebRT/html/index.html (is file outside component root?)

Regards,
    Harald

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


-------------- next part --------------
A non-text attachment was scrubbed...
Name: hwagener.vcf
Type: text/x-vcard
Size: 202 bytes
Desc: Card for Harald Wagener
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020726/8160cb07/attachment.vcf>

From Andreas.Banze at Geodata.de  Fri Jul 26 10:15:51 2002
From: Andreas.Banze at Geodata.de (Banze, Andreas)
Date: Fri, 26 Jul 2002 16:15:51 +0200
Subject: [rt-users] RT on Cobalt Server -- Fastcgi and Mason problems.
Message-ID: <1D9A340F01C29341A4C4DEDBED45B61E0D3B74@srv000000002.geodata.net>

> > I believe something is wrong, well likely many things are wrong, in
> > config.pm and httpd.conf. I've no idea what.
> 
> Neither do we! You said there were errors, but you didn't say what the
> errors were.

check his signature...



From jgoerzen at complete.org  Fri Jul 26 15:28:55 2002
From: jgoerzen at complete.org (John Goerzen)
Date: Fri, 26 Jul 2002 14:28:55 -0500
Subject: [rt-users] Some local RT enhancements
In-Reply-To: <20020723230306.GJ26978@pallas.fsck.com>
References: <20020721233509.GJ26960@complete.org> <20020723230306.GJ26978@pallas.fsck.com>
Message-ID: <20020726192855.GC10185@complete.org>

On Tue, Jul 23, 2002 at 07:03:06PM -0400, Jesse Vincent wrote:
> FWIW,
> 	rt-mailgate --ticket-id-from-extension will let you send
> 	mail to rt+6523 at mydomain.com, without any weird mta hacking ;)

Was this documented somewhere that I missed? :-)

Thanks,
John




From rt2trouble at morben.ca  Fri Jul 26 18:04:49 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Fri, 26 Jul 2002 15:04:49 -0700
Subject: [rt-users] Trying to fix a broken install of RT2.0.13
Message-ID: <200207261504.49958.rt2trouble@morben.ca>

I had RT up and running, checking mail, sorting it, assigning tickets, 
auto-responding, and sending mail when I reply to a ticket. 

Then I started adding toys from the contrib section and somewhere along the 
line RT stopped sending mail on reply. It still sends mail as an 
auto-responder, and when I resolve a ticket, but not when I reply to a ticket. 
The other symptom is that the scrips area is messed up and doesn't show any 
of the entries.

I tried the following to fix it:

Backed up config.pm
Unpacked RT2.0.14
Edited the makefile
make testdeps (just for fun - it was fine)
make upgrade

... That just gave me some errors about //etc/config.pm ? 
But I don't have a config.pm in /etc, much less //etc ??

So then I copied the /usr/local/mysql/data/rt2 dir to rt2backup..
Did a mysqladmin drop rt2..
Moved /usr/local/rt2 to rt2backup..
Then I tried make install and the script asked me for a password to create a 
new rt2 DB as "root at localhost" ?! 
If I use "mysqladmin create rt2" .. I don't need a password.

I had to put everything back to stop bouncing my mail and now I'm back to how 
I was, still unable to reply to tickets..

Anyone want to mock my process and perhaps suggest a better method of getting 
RT to resume sending mail when I reply to a message?

Could I just create an rt2 db, comment out the db init portion of the 
makefile, and then swap the new rt2 db for the old one, or would that break 
the db schema? Could I do that if I used the same version of RT that I am 
currently running?

Thanks!

PS: Yeah I forgot my root password for mysql.. ;P



From wash at wananchi.biz  Sun Jul 28 10:19:44 2002
From: wash at wananchi.biz (Odhiambo Washington)
Date: Sun, 28 Jul 2002 17:19:44 +0300
Subject: [rt-users] RT+SpamAssassin by Phil Homewood
Message-ID: <20020728141944.GI8369@ns2.wananchi.com>

Hi All,

Hoping that others found Phil Homewood's RT+SpamAssassin implementation useful
and implemented it, I am writing to ask what e-mail address people assigned
the "spam" queue.

I am asking this because I got lost somewhere in the process.

On RT, each queue does have an address. So when I created the "spam" queue, I
also assigned it an address, and it surely uses this address when replying to
an request that was sent to the "test" queue (I'm maintaing the names Phil used
for clarity). Here is where I am lost @:

Requestor sends e-mail to test-address at my.domain
e-mail is directed into "spam" queue.
Autoreply sent to requestor.

Requestor needs to reply, but the address is that of "spam" queue -it's not the same
as the address of the "test" queue to which the requestor posted initially.

So do I have to set an alias for the "spam" queue address in a way similar to
that of the "test" queue?


spam-address: "|/opt/rt2/bin/rt-mailgate --queue spam --action correspond"


Someone with hawk-eye can see what I am missing???




        cheers
       - wash 
----------------------------------+-----------------------------------------
 Odhiambo Washington, wash at wananchi.com	. WANANCHI ONLINE LTD (Nairobi, KE)
 http://ns2.wananchi.com/~wash/		. 1ere Etage, Loita Hse, Loita St.,
 GSM: (254) 722 743 223			. # 10286, 00100 NAIROBI
----------------------------------+-----------------------------------------
"Oh My God! They killed init! You Bastards!"  
						 --from a /. post



From pdh at snapgear.com  Sun Jul 28 19:04:40 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 29 Jul 2002 09:04:40 +1000
Subject: [rt-users] RT+SpamAssassin by Phil Homewood
In-Reply-To: <20020728141944.GI8369@ns2.wananchi.com>
References: <20020728141944.GI8369@ns2.wananchi.com>
Message-ID: <20020728230440.GC504@luggage>

Odhiambo Washington wrote:
> Requestor needs to reply, but the address is that of "spam" queue -it's not the same
> as the address of the "test" queue to which the requestor posted initially.

Correct. (Though this probably doesn't matter in the slightest; RT
knows which queue the ticket is in by that stage.)

> So do I have to set an alias for the "spam" queue address in a way similar to
> that of the "test" queue?

Yes.

> spam-address: "|/opt/rt2/bin/rt-mailgate --queue spam --action correspond"

Exactly.



From pdh at snapgear.com  Sun Jul 28 22:19:17 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 29 Jul 2002 12:19:17 +1000
Subject: [rt-users] Trying to fix a broken install of RT2.0.13
In-Reply-To: <200207261504.49958.rt2trouble@morben.ca>
References: <200207261504.49958.rt2trouble@morben.ca>
Message-ID: <20020729021917.GV504@luggage>

RT2 Troubles wrote:
> Then I started adding toys from the contrib section and somewhere along the 
> line RT stopped sending mail on reply. It still sends mail as an 
> auto-responder, and when I resolve a ticket, but not when I reply to a ticket.

You forgot to tell us what scrips you have.

> Anyone want to mock my process and perhaps suggest a better method of getting 
> RT to resume sending mail when I reply to a message?

At this stage, it sounds like you really want a support contract
from Best Practical. :-)



From smylers at gbdirect.co.uk  Sun Jul 28 13:00:24 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Sun, 28 Jul 2002 18:00:24 +0100 (BST)
Subject: [rt-users] RT and Projects
In-Reply-To: <C55883A8130FD41194BC00104B9CDD3B02E15516@OLDTMS018>
Message-ID: <Pine.LNX.4.44.0207281747020.23869-100000@tiger.gbdirect.co.uk>

On Jun 6 Goldowsky, Boris wrote:

> lately I've been thinking about how best to track "projects"

We are also considering using 'RT' in such situations.

> ... fairly extensive work would need to be done to make it usable, for
> instance:

There's a number of things I'd been considering similar to what you
mention.

> 	- a view showing only top-level tasks (those without a parent),
> 	  which are the projects

That's just a customized version of the generic search page, and I'm not
expecting that to be too much work.

> 	- the abilty to operate on a project and its subtasks as a unit

The results of any search query can be iterated through with the
'first', 'next', 'prev' links and can be updated in bulk.  So this is
done for you if you can generate a search result set that includes just
the children of a specified ticket.

While there isn't a way of selecting like this currently[*0] using the
web interface, it can be done with the command-line interface.  So the
mechanism for such selection is there and it can't be that tricky to put
a web interface in front of it.

Then in the search results tickets with children can have links to
display all their child tickets (which are themselves suppressed from
the main display).

[*0]  I'm still on 2.0.13, so my comments are subject to anything I've
said having changed in the latest version.

> 	- ability to have multiple keywords as part of the queue listing

That just involves customizing the search results page, possibly
separately for each queue.

> 	- multiple views of queue, with different columns

That's doing the same as the above, but doing it differently many times
and giving them different URLs.

> has anyone taken a path like this?  It seems overly ambitious for me
> right now.

I haven't done much of any of the above yet.  If you want to dive in,
I'd suggest customizing the data you get in search results is probably
the easiest of those to make a start on.  Copy Search/Listing.html to
another name, then try changing things and see what happens.

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




From michaelm at kw.com  Mon Jul 29 10:08:20 2002
From: michaelm at kw.com (Michael Marziani)
Date: Mon, 29 Jul 2002 10:08:20 -0400
Subject: [rt-users] Recovering from spam, clean up DB?
Message-ID: <AFE0EF96DE9ADE4EB4A7BF95FDF6206803BFBA1E@mi8nycmail05.mi8.com>

Over the weekend a misconfigured autoresponder deluged our RT system
with around 10,000 tickets.  I've blocked the user at the sendmail
level, but now I need a way to clean up my database (mysql).  Has anyone
dealt with this before?  You can't just search your DB and delete all
the rows that you don't want, can you?  Is there a way to export all the
tickets I *do* want, and create a new database?  If I do need to keep
everything in the database, is there a way to efficiently kill all these
tickets?

Any help would be much appreciated.  Thanks!

-Michael

____________________________
Michael D. Marziani
Sr. Systems Administrator



From rich+rt at lafferty.ca  Mon Jul 29 11:21:58 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Mon, 29 Jul 2002 11:21:58 -0400
Subject: [rt-users] Recovering from spam, clean up DB?
In-Reply-To: <AFE0EF96DE9ADE4EB4A7BF95FDF6206803BFBA1E@mi8nycmail05.mi8.com>; from michaelm@kw.com on Mon, Jul 29, 2002 at 10:08:20AM -0400
References: <AFE0EF96DE9ADE4EB4A7BF95FDF6206803BFBA1E@mi8nycmail05.mi8.com>
Message-ID: <20020729112158.A12820@lafferty.ca>

On Mon, Jul 29, 2002 at 10:08:20AM -0400, Michael Marziani <michaelm at kw.com> wrote:
> Over the weekend a misconfigured autoresponder deluged our RT system
> with around 10,000 tickets.  I've blocked the user at the sendmail
> level, but now I need a way to clean up my database (mysql).  Has anyone
> dealt with this before?

We had a 5000 ticket flood a few weeks ago -- I just marked the
tickets as dead and was done with it.

Cheers,

  -Rich

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



From wash at wananchi.biz  Mon Jul 29 11:35:29 2002
From: wash at wananchi.biz (Odhiambo Washington)
Date: Mon, 29 Jul 2002 18:35:29 +0300
Subject: [rt-users] Recovering from spam, clean up DB?
In-Reply-To: <20020729112158.A12820@lafferty.ca>
References: <AFE0EF96DE9ADE4EB4A7BF95FDF6206803BFBA1E@mi8nycmail05.mi8.com> <20020729112158.A12820@lafferty.ca>
Message-ID: <20020729153529.GM51059@ns2.wananchi.com>

* Rich Lafferty <rich+rt at lafferty.ca> [20020729 18:25]: wrote:
> On Mon, Jul 29, 2002 at 10:08:20AM -0400, Michael Marziani <michaelm at kw.com> wrote:
> > Over the weekend a misconfigured autoresponder deluged our RT system
> > with around 10,000 tickets.  I've blocked the user at the sendmail
> > level, but now I need a way to clean up my database (mysql).  Has anyone
> > dealt with this before?
> 
> We had a 5000 ticket flood a few weeks ago -- I just marked the
> tickets as dead and was done with it.


Hello Rich,

Excuse me for jumping in but what gave you the "flood"? While it maybe
unrelated, there is a time I had a situation almost similar. Some clown
was going on leave and had their admin setup an autoreponder. This clown
sent mail to hundreds of addresses (I'm surprised she had such a big contact
list), one of which was my rt address. So rt got the mail, responded to the
clown's address, mail was picked by the clown's bot, responded to rt, rt got
it, responded again - the cycle was so vicious I has to shutdown that queue.

I'm wondering if there is a way to protect rt against such a situation.



        cheers
       - wash 
----------------------------------+-----------------------------------------
 Odhiambo Washington, wash at wananchi.com	. WANANCHI ONLINE LTD (Nairobi, KE)
 http://ns2.wananchi.com/~wash/		. 1ere Etage, Loita Hse, Loita St.,
 GSM: (254) 722 743 223			. # 10286, 00100 NAIROBI
----------------------------------+-----------------------------------------
"Oh My God! They killed init! You Bastards!"  
						 --from a /. post



From rt-id-45 at lists.lorens.org  Mon Jul 29 12:06:02 2002
From: rt-id-45 at lists.lorens.org (Lorens Kockum)
Date: Mon, 29 Jul 2002 18:06:02 +0200
Subject: [rt-users] Protecting RT (Was: Recovering from spam, clean up DB?)
In-Reply-To: <20020729153529.GM51059@ns2.wananchi.com>; from wash@wananchi.biz on Mon, Jul 29, 2002 at 06:35:29PM +0300
References: <AFE0EF96DE9ADE4EB4A7BF95FDF6206803BFBA1E@mi8nycmail05.mi8.com> <20020729112158.A12820@lafferty.ca> <20020729153529.GM51059@ns2.wananchi.com>
Message-ID: <20020729180602.A25069@apex.lorens.com>

On Mon, Jul 29, 2002 at 06:35:29PM +0300, Odhiambo Washington wrote:

> [...] rt got the mail, responded to the clown's address, mail was picked
> by the clown's bot, responded to rt, rt got it, responded again - the
> cycle was so vicious I has to shutdown that queue.
>
> I'm wondering if there is a way to protect rt against such a situation.

RT here goes through procmail first. Suspicious mail goes to
an passive mailbox, otherwise direct to RT. When a problem is
noticed, an ppropriate expression is inserted in procmailrc to
make such mails suspicious. Not very multi-user, but sufficient
in my case.

The passive mailbox is read once in a while (could have some
kind of "biff" program) by admin using mutt. A macro in mutt
sends it straight through to RT if admin so decides.

Another solution would be to have suspicious mail sent to a
queue in RT that does not have the autoresponder set, but
that has disadvantages like 1) suspicious e-mails that are
admin-authorized wouldn't get auto-ack 2) mailbombing still
enters RT (been mailbombed several times, don't like it).

Procmail also lets me change the From header on the fly, which
means that I can deal with some automatic tools that send
trouble tickets but should not get any replies, auto-ack,
whatever.

If I had the time/inclination, there are procmail scripts that
can eliminate duplicates, and you can probably do some kind of
rate-limiting too.

-- 
#include <std_disclaim.h>                          Lorens Kockum



From rt2trouble at morben.ca  Mon Jul 29 12:36:09 2002
From: rt2trouble at morben.ca (RT2 Troubles)
Date: Mon, 29 Jul 2002 09:36:09 -0700
Subject: [rt-users] Trying to fix a broken install of RT2.0.13
In-Reply-To: <20020729021917.GV504@luggage>
References: <200207261504.49958.rt2trouble@morben.ca> <20020729021917.GV504@luggage>
Message-ID: <200207290936.09343.rt2trouble@morben.ca>

On July 28, 2002 07:19 pm, Phil Homewood wrote:
> RT2 Troubles wrote:
> > Then I started adding toys from the contrib section and somewhere along
> > the line RT stopped sending mail on reply. It still sends mail as an
> > auto-responder, and when I resolve a ticket, but not when I reply to a
> > ticket.
>
> You forgot to tell us what scrips you have.
>
> > Anyone want to mock my process and perhaps suggest a better method of
> > getting RT to resume sending mail when I reply to a message?
>
> At this stage, it sounds like you really want a support contract
> from Best Practical. :-)

If I could afford a support contract I would of bought a product that came 
with some paid support. I wasn't short-sighted when I installed RT, but I 
should of written down the mysql password instead of picking something 
"harmless" that I would soon forget.

I understand the idea of this discussion group attempting to get everyone to 
buy support before offering assistance. I can assure you, however, I've been 
heavilly solicited and the money I have to offer Jesse wasn't of interest to 
him due to the small ammount.

I managed to mung things around a bit using the directory tree from a freshly 
de-tared copy of RT.. I have the default scrips showing up and I can build 
scrips properly now, but it still won't send mail when I reply. Another bit 
of evidence is that RT used to say "Correspondence Sent" and stylize the 
action with a special green color when mail was sent. Now it says 
"Correspondence Added" and uses the standard blue color.

Thanks!

 _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm




From Taylor.Fenton at auroraelec.com  Mon Jul 29 13:09:32 2002
From: Taylor.Fenton at auroraelec.com (Taylor Fenton)
Date: Mon, 29 Jul 2002 09:09:32 -0800
Subject: [rt-users] User privileges error on install
Message-ID: <C9F8DECED0552E4B907851F21A2B82180CF064@ancex01.auroraelec.com>

I have been fighting off error messages for the last several days when
installing RT.  I have yet to be able to run the make file completely.
Right now I'm having a problem with the privileges of rt_user, which
stops the make file from finishing.  The error appears as below.
 
DBI->connect(dbname=rt2) failed: Access denied for user:
'rt_user at localhost' (Using password: YES) at
/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 121
Connect Failed Access denied for user: 'rt_user at localhost' (Using
password: YES) at /opt/rt2/etc/insertdata line 27
make: *** [insert] Error 255
 
If anyone has a suggestion on how to remedy this situation I would
greatly appreciate it.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020729/efa160b7/attachment.htm>

From rich+rt at lafferty.ca  Mon Jul 29 15:14:52 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Mon, 29 Jul 2002 15:14:52 -0400
Subject: [rt-users] Recovering from spam, clean up DB?
In-Reply-To: <20020729153529.GM51059@ns2.wananchi.com>; from wash@wananchi.biz on Mon, Jul 29, 2002 at 06:35:29PM +0300
References: <AFE0EF96DE9ADE4EB4A7BF95FDF6206803BFBA1E@mi8nycmail05.mi8.com> <20020729112158.A12820@lafferty.ca> <20020729153529.GM51059@ns2.wananchi.com>
Message-ID: <20020729151452.A24186@lafferty.ca>

On Mon, Jul 29, 2002 at 06:35:29PM +0300, Odhiambo Washington <wash at wananchi.biz> wrote:
> * Rich Lafferty <rich+rt at lafferty.ca> [20020729 18:25]: wrote:
> > On Mon, Jul 29, 2002 at 10:08:20AM -0400, Michael Marziani <michaelm at kw.com> wrote:
> > > Over the weekend a misconfigured autoresponder deluged our RT system
> > > with around 10,000 tickets.  I've blocked the user at the sendmail
> > > level, but now I need a way to clean up my database (mysql).  Has anyone
> > > dealt with this before?
> > 
> > We had a 5000 ticket flood a few weeks ago -- I just marked the
> > tickets as dead and was done with it.
> 
> 
> Hello Rich,
> 
> Excuse me for jumping in but what gave you the "flood"? 

A virus-infected system that apparently had a bunch of our queue
addresses in its addressbook. The unfortunate part was that our local
virus-scanner caught all of the messages -- and then sent mail to the
recipient saying "I stopped this virus!", which is what filled the
queues!

> I'm wondering if there is a way to protect rt against such a situation.

For me, plain old mail filtering.

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  Mon Jul 29 15:24:00 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Mon, 29 Jul 2002 15:24:00 -0400
Subject: [rt-users] Trying to fix a broken install of RT2.0.13
In-Reply-To: <200207290936.09343.rt2trouble@morben.ca>; from rt2trouble@morben.ca on Mon, Jul 29, 2002 at 09:36:09AM -0700
References: <200207261504.49958.rt2trouble@morben.ca> <20020729021917.GV504@luggage> <200207290936.09343.rt2trouble@morben.ca>
Message-ID: <20020729152400.B24186@lafferty.ca>

On Mon, Jul 29, 2002 at 09:36:09AM -0700, RT2 Troubles <rt2trouble at morben.ca> wrote:
> 
> I understand the idea of this discussion group attempting to get everyone to 
> buy support before offering assistance. 

That's not the idea of this list at all. This is a bunch of volunteers
doing things that they find interesting. Generally, "I've screwed
things up, could someone please bail me out?" isn't something very
interesting to work on, so there's no reason to /expect/ anything of
this list. The *only* way you can expect support is to pay for it, and
now you need to figure out what your time is worth to you.

In other words, it's not "before offering assistance". If no-one
offers assistance, it's because they don't want to, or
can't. Suggesting that you buy support is orthogonal to that --
suggesting that *since* you're not getting the help you need here,
thre's an alternative. That you haven't bought support has nothing
at all to do with whether or not people here will help.

For instance, you wrote

> > > Anyone want to mock my process and perhaps suggest a better method of
> > > getting RT to resume sending mail when I reply to a message?

That would mean that someone would have to either set up an entirely
new RT instance just to help you solve your problem -- and even then
would have to count on making the same error you made that broke
everything -- or to put their production or development RT instance at
risk by doing things that are known to break it.  There's really no
incentive for anyone to do that, so you have to create an incentive,
and one tends to create that sort of incentive by paying someone else
to do it.

(Were I you, though, I'd just start over.)

  -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 Taylor.Fenton at auroraelec.com  Mon Jul 29 15:28:24 2002
From: Taylor.Fenton at auroraelec.com (Taylor Fenton)
Date: Mon, 29 Jul 2002 11:28:24 -0800
Subject: [rt-users] User privileges error on install
Message-ID: <C9F8DECED0552E4B907851F21A2B82180CF065@ancex01.auroraelec.com>

Ok, I figured out my problem.  Sorry for posting this error and making
myself look dumb.  If anyone else is getting this error though, check
your config.pm file (/tmp/rt-2-0-13/etc) and make sure that
$DatabasePassword= (password here)  is the same as the password you have
assigned to rt_user in the acl.mysql file.  Once I made these match my
install worked fine.  Hope this helps someone else out there at some
point.
 
-Taylor
 
 
Original Posting:
 
"I have been fighting off error messages for the last several days when
installing RT.  I have yet to be able to run the make file completely.
Right now I'm having a problem with the privileges of rt_user, which
stops the make file from finishing.  The error appears as below.
 
DBI->connect(dbname=rt2) failed: Access denied for user:
'rt_user at localhost' (Using password: YES) at
/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 121
Connect Failed Access denied for user: 'rt_user at localhost' (Using
password: YES) at /opt/rt2/etc/insertdata line 27
make: *** [insert] Error 255
 
If anyone has a suggestion on how to remedy this situation I would
greatly appreciate it."
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020729/e154589e/attachment.htm>

From bruce_campbell at ripe.net  Mon Jul 29 16:32:54 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 29 Jul 2002 22:32:54 +0200 (CEST)
Subject: [rt-users] Trying to fix a broken install of RT2.0.13
In-Reply-To: <200207290936.09343.rt2trouble@morben.ca>
Message-ID: <Pine.LNX.4.44.0207292219570.705-100000@x22.ripe.net>

On Mon, 29 Jul 2002, RT2 Troubles wrote:

> > > Anyone want to mock my process and perhaps suggest a better method of

I'm surprised that no-one has picked up on this.  Would you prefer a
limerick, a sonnet or a haiku as the mocking delivery mechanism?  I'm
moderately proficient in all of these ;).

> If I could afford a support contract I would of bought a product that came
> with some paid support. I wasn't short-sighted when I installed RT, but I
> should of written down the mysql password instead of picking something
> "harmless" that I would soon forget.

Assuming that you have manipulate access to the directories that MySQL is
using for its database, you can reset the mysql root password by doing:

	shutdown mysql		( Make sure nothing attempts to use it
				  whilst following these instructions, as
				  their access will fail for a few moments )
	mv $datadir/mysql $datadir/mysqlold
				( MySQL stores databases in directories
				  named for the database.  Ergo, you can
				  shift the 'mysql' database (which
				  controls access) to be a different
				  database )
	mysql_install_db	( This installs a default password for root )
	start mysql		( Really make sure nothing tries to
				  connect to it )
	connect to mysql as root mysql user
				( password is now 'password' thanks to
				  mysql_install_db )
	copy select rows from database mysqlold to database mysql to
	restore normal access	( otherwise root can connect, but no-one
				  else can connect )
	reset root's password whilst in same session.
				( if you've copied all the rows over,
				  you've also copied root's old
				  (forgotten) password. )
	restart mysql		( and allow all those applications that
				  are just dying to get at MySQL start up
				  again )

The rest of it, as Rich said, requires incentive (ie, we really don't know
what you've done ).

Regards,

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




From byron at agora.rdrop.com  Mon Jul 29 16:51:18 2002
From: byron at agora.rdrop.com (Byron OBrien)
Date: Mon, 29 Jul 2002 13:51:18 -0700 (PDT)
Subject: [rt-users] Trying to fix a broken install of RT2.0.13
In-Reply-To: <Pine.LNX.4.44.0207292219570.705-100000@x22.ripe.net>
Message-ID: <20020729134500.C65094-100000@agora.rdrop.com>

Also, you can start mysqld with the '--skip-grant-tables' option,
which bypasses the privilege protection for all tables, including
(yup, you guessed it)--the user and password tables.  Once it's
up in this mode, you can use mysqladmin to change the password,
or you can invoke mysql and do an 'UPDATE USER...'

Just make sure you do a 'mysqladmin flush-privileges' or a
'FLUSH PRIVILIGES;' from mysql to load the privs when you're done,
otherwise there's nothing to stop *anyone* from doing anything
they want to your database.

Cheers,
Byron

On Mon, 29 Jul 2002, Bruce Campbell wrote:

> On Mon, 29 Jul 2002, RT2 Troubles wrote:
>
> [...]
>
> > If I could afford a support contract I would of bought a product that came
> > with some paid support. I wasn't short-sighted when I installed RT, but I
> > should of written down the mysql password instead of picking something
> > "harmless" that I would soon forget.
>
> Assuming that you have manipulate access to the directories that MySQL is
> using for its database, you can reset the mysql root password by doing:
>
> [...]




From pdh at snapgear.com  Mon Jul 29 18:18:11 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 30 Jul 2002 08:18:11 +1000
Subject: [rt-users] Recovering from spam, clean up DB?
In-Reply-To: <20020729153529.GM51059@ns2.wananchi.com>
References: <AFE0EF96DE9ADE4EB4A7BF95FDF6206803BFBA1E@mi8nycmail05.mi8.com> <20020729112158.A12820@lafferty.ca> <20020729153529.GM51059@ns2.wananchi.com>
Message-ID: <20020729221811.GA948@luggage>

Odhiambo Washington wrote:
> I'm wondering if there is a way to protect rt against such a situation.

http://lists.fsck.com/pipermail/rt-devel/2002-February/001958.html



From pdh at snapgear.com  Mon Jul 29 18:45:44 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 30 Jul 2002 08:45:44 +1000
Subject: [rt-users] Trying to fix a broken install of RT2.0.13
In-Reply-To: <200207290936.09343.rt2trouble@morben.ca>
References: <200207261504.49958.rt2trouble@morben.ca> <20020729021917.GV504@luggage> <200207290936.09343.rt2trouble@morben.ca>
Message-ID: <20020729224544.GC948@luggage>

RT2 Troubles wrote:
> I understand the idea of this discussion group attempting to get everyone to 
> buy support before offering assistance.

Actually, it's the other way around. Many people here will offer
assistance if they can; for real hairy stuff, sometimes it makes
more sense to pay for help.

In your case, you seem to have hacked and slashed a fair bit,
beyond what can be simply described to the list. Which means you
probably could benefit from someone taking a look at your own
installation. I doubt you'll find many people offer to go that
far for free.

> I managed to mung things around a bit using the directory tree from a freshly 
> de-tared copy of RT.. I have the default scrips showing up and I can build 
> scrips properly now, but it still won't send mail when I reply. Another bit 
> of evidence is that RT used to say "Correspondence Sent" and stylize the 
> action with a special green color when mail was sent. Now it says 
> "Correspondence Added" and uses the standard blue color.

Are you sure? I can't see "Correspondence Sent" anywhere in the
history of lib/RT/Transaction.pm; the previous wording appears to
have been 'Mail sent by ". $self->CreatorObj->Name' which was
changed to "Correspondence added" for 2.0.2.

Green vs. Blue distinguishes outbound from inbound correspondence.




From rick.rezinas at qsent.com  Mon Jul 29 19:10:45 2002
From: rick.rezinas at qsent.com (Rick Rezinas)
Date: Mon, 29 Jul 2002 16:10:45 -0700
Subject: [rt-users] changing domain
Message-ID: <20020729231045.GI17245@yeti.qsent.com>

Hello,

I have a recent installation of rt2 (live about 2 weeks).  One of my
instructions is to change the tagline from 
[qsent.com #xxx ] to 

[ Qsent Request #xxx ]

It looks like this is just a matter of changing $rtname

What are the gotchas here, and workarounds?

My thoughts are the following:

1) Old tickets blow up?
   How is rt going to handle the old tickets?  Fortunately, we aren't so
entrenched yet that much will be lost.

2) Other changes?  Is that the only (or even correct) configuration for
doing this?

3) breaks rt?  Can this damage my installation somehow?

4) Anything else?

thanks,
rick

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


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




From russj at dimstar.net  Mon Jul 29 19:35:55 2002
From: russj at dimstar.net (Russ Johnson)
Date: Mon, 29 Jul 2002 16:35:55 -0700
Subject: [rt-users] changing domain
In-Reply-To: <20020729231045.GI17245@yeti.qsent.com>
Message-ID: <5.1.0.14.0.20020729163404.01aef138@localhost>

At 04:10 PM 7/29/2002 -0700, you wrote:
>I have a recent installation of rt2 (live about 2 weeks).  One of my
>instructions is to change the tagline from
>[qsent.com #xxx ] to
>
>[ Qsent Request #xxx ]
>
>It looks like this is just a matter of changing $rtname
>
>What are the gotchas here, and workarounds?

Did you see this, in etc/config.pm:

# $rtname the string that RT will look for in mail messages to
# figure out what ticket a new piece of mail belongs to

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

$rtname="example.com";


Russ Johnson
http://www.dimstar.net


How do "Do Not Walk On Grass" signs get there?





From rtucker at netacc.net  Mon Jul 29 19:36:46 2002
From: rtucker at netacc.net (Ryan Tucker)
Date: Mon, 29 Jul 2002 19:36:46 -0400
Subject: [rt-users] RT not multitasking well
Message-ID: <0C065615-A34C-11D6-B124-000393062A52@netacc.net>

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

Greetings...

We switched over to RT2 a few months back, and things have been 
overall well.  However, we're having a little bottlenecking issue -- 
it only seems to be doing one SQL query at a time, even if there's 
multiple folks hammering it via the web interface.  This gets really 
nasty, as we go through a *LOT* of tickets and have been known to do 
bulk operations with over a thousand tickets at a time :-)

We're running RT 2.0.13 with PostgreSQL 7.1.3 on a RedHat 7.2 box, 
and using FastCGI... most modules and other stuff are current as of 
early June, but I can dig up specific version numbers if it matters 
much ;-)  Config snippets can be dredged up as well.

Any help, pointers at docs I've missed, or suggestions of good beers 
would be appreciated.  Thanks!  -rt

- --
Ryan Tucker <rtucker at netacc.net>
GPG: 99A27DE7  AIM: HoopyCat  ARS: N0PBS
Network Operations Manager, NetAccess, Inc.
http://www.netacc.net/~rtucker/ - (585)419-8252
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.0.7 (Darwin)

iD8DBQE9RdGRDu//cZmifecRAiylAKDiFpMAYgq+fBp7rD+vz2qmsdiQzQCgw4rI
ny6rx83zTCDCz6LXrg9AEdw=
=tBf6
-----END PGP SIGNATURE-----




From rick.rezinas at qsent.com  Mon Jul 29 19:43:36 2002
From: rick.rezinas at qsent.com (Rick Rezinas)
Date: Mon, 29 Jul 2002 16:43:36 -0700
Subject: [rt-users] changing domain
In-Reply-To: <5.1.0.14.0.20020729163404.01aef138@localhost>
References: <20020729231045.GI17245@yeti.qsent.com> <5.1.0.14.0.20020729163404.01aef138@localhost>
Message-ID: <20020729234336.GM17245@yeti.qsent.com>

yeah, caught that.  Not my call on this one, just wondering if anyone
has experience with this, and what in particular to watch out for.  The
boss is already aware of the probably existing tickets problem, and has
deemed it acceptable loss (most of which will probably be my time ;)

thx
rick

On Mon, 29 Jul 2002, Russ Johnson wrote:

> At 04:10 PM 7/29/2002 -0700, you wrote:
> >I have a recent installation of rt2 (live about 2 weeks).  One of my
> >instructions is to change the tagline from
> >[qsent.com #xxx ] to
> >
> >[ Qsent Request #xxx ]
> >
> >It looks like this is just a matter of changing $rtname
> >
> >What are the gotchas here, and workarounds?
> 
> Did you see this, in etc/config.pm:
> 
> # $rtname the string that RT will look for in mail messages to
> # figure out what ticket a new piece of mail belongs to
> 
> # Your domain name is recommended, so as not to pollute the namespace.
> # once you start using a given tag, you should probably never change it.
> # (otherwise, mail for existing tickets won't get put in the right place
> 
> $rtname="example.com";
> 
> 
> Russ Johnson
> http://www.dimstar.net
> 
> 
> How do "Do Not Walk On Grass" signs get there?
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

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


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




From justin at internode.com.au  Mon Jul 29 20:09:20 2002
From: justin at internode.com.au (Justin Hawkins)
Date: Tue, 30 Jul 2002 09:39:20 +0930 (CST)
Subject: [rt-users] RT not multitasking well
In-Reply-To: <0C065615-A34C-11D6-B124-000393062A52@netacc.net>
Message-ID: <20020730093834.C56830-100000@weasel.internode.com.au>

On Mon, 29 Jul 2002, Ryan Tucker wrote:

> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> Greetings...
>
> We switched over to RT2 a few months back, and things have been
> overall well.  However, we're having a little bottlenecking issue --
> it only seems to be doing one SQL query at a time, even if there's
> multiple folks hammering it via the web interface.  This gets really
> nasty, as we go through a *LOT* of tickets and have been known to do
> bulk operations with over a thousand tickets at a time :-)

Have you vacuumed the tables in the RT database lately? Ever?

If not, you should :-)

	- Justin

-- 
Justin Hawkins
Internode Professional Access




From rtucker at netacc.net  Mon Jul 29 20:50:26 2002
From: rtucker at netacc.net (Ryan Tucker)
Date: Mon, 29 Jul 2002 20:50:26 -0400
Subject: [rt-users] RT not multitasking well
Message-ID: <07FF3A46-A37A-11D6-B124-000393062A52@netacc.net>

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


On Monday, July 29, 2002, at 08:09 , Justin Hawkins wrote:
> Have you vacuumed the tables in the RT database lately? Ever?
>
> If not, you should :-)

Nightly :-)  That one became handy about, oh, a week in... :-)  -rt

- --
Ryan Tucker <rtucker at netacc.net>
GPG: 99A27DE7  AIM: HoopyCat  ARS: N0PBS
Network Operations Manager, NetAccess, Inc.
http://www.netacc.net/~rtucker/ - (585)419-8252
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.0.7 (Darwin)

iD8DBQE9ReLVDu//cZmifecRAqVzAJ4nUlt0korTT1+127vQ5QvRzBDp+QCeMqRk
wRaukHZxjmrf5EpYjJfwRmA=
=CmsW
-----END PGP SIGNATURE-----




From justin at internode.com.au  Tue Jul 30 01:39:24 2002
From: justin at internode.com.au (Justin Hawkins)
Date: Tue, 30 Jul 2002 15:09:24 +0930 (CST)
Subject: [rt-users] RT not multitasking well
In-Reply-To: <07FF3A46-A37A-11D6-B124-000393062A52@netacc.net>
Message-ID: <20020730150542.G56830-100000@weasel.internode.com.au>

On Mon, 29 Jul 2002, Ryan Tucker wrote:

> > Have you vacuumed the tables in the RT database lately? Ever?
> >
> > If not, you should :-)
>
> Nightly :-)  That one became handy about, oh, a week in... :-)  -rt

Yep OK :-)

Does something along the lines of 'ps axwwww | grep postmaster' on the
database server show anything interesting during attempted concurrent
transactions?

There should be a postmaster per httpd - at least that's what I have. Do
you have enough httpd child processes around to service requests?

Just stabbing in the dark here ;-)

	- Justin

-- 
Justin Hawkins
Internode Professional Access




From justin at internode.com.au  Tue Jul 30 02:00:19 2002
From: justin at internode.com.au (Justin Hawkins)
Date: Tue, 30 Jul 2002 15:30:19 +0930 (CST)
Subject: [rt-users] RT not multitasking well
In-Reply-To: <03997DAA-A380-11D6-B124-000393062A52@netacc.net>
Message-ID: <20020730152143.P56830-100000@weasel.internode.com.au>

On Tue, 30 Jul 2002, Ryan Tucker wrote:

> Hmm, I have precisely one postmaster and 13 httpds.... and I do
> think httpd is more or less spawning OK, because there's significant
> other content on that box which is fine.
>
> Interesting... -rt

Indeed:

56489  ??  I      1:33.09 postmaster: rt_user rt2 192.168.0.1 idle (postgres)
63614  ??  I      1:33.43 postmaster: rt_user rt2 192.168.0.1 idle (postgres)
96002  ??  I      0:59.95 postmaster: rt_user rt2 192.168.0.1 idle (postgres)
96381  ??  I      1:55.81 postmaster: rt_user rt2 192.168.0.1 idle (postgres)
97346  ??  I      1:26.07 postmaster: rt_user rt2 192.168.0.1 idle (postgres)
97531  ??  I      1:57.92 postmaster: rt_user rt2 192.168.0.1 idle (postgres)
98160  ??  I      1:24.46 postmaster: rt_user rt2 192.168.0.1 idle (postgres)

Which corresponds to:

25704  ??  I      1:33.06 /usr/local/sbin/httpd
35910  ??  I      2:07.36 /usr/local/sbin/httpd
37299  ??  I      2:38.06 /usr/local/sbin/httpd
43995  ??  I      3:25.80 /usr/local/sbin/httpd
58467  ??  I      3:09.62 /usr/local/sbin/httpd
58469  ??  I      2:20.23 /usr/local/sbin/httpd
58470  ??  I      2:18.06 /usr/local/sbin/httpd

My only difference is that the web server and postgres are on different
machines.

Can send you my relevant httpd.conf lines if you like, with the caveat
that I don't really understand it, I just pasted it in :-)

	- Justin

-- 
Justin Hawkins
Internode Professional Access






From rtucker at netacc.net  Tue Jul 30 02:08:50 2002
From: rtucker at netacc.net (Ryan Tucker)
Date: Tue, 30 Jul 2002 02:08:50 -0400
Subject: [rt-users] RT not multitasking well
In-Reply-To: <20020730152143.P56830-100000@weasel.internode.com.au>
Message-ID: <D13CE650-A382-11D6-B124-000393062A52@netacc.net>

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


On Tuesday, July 30, 2002, at 02:00 , Justin Hawkins wrote:
>> Hmm, I have precisely one postmaster and 13 httpds.... and I do
>> think httpd is more or less spawning OK, because there's significant
>> other content on that box which is fine.
>>
>> Interesting... -rt
>
> Indeed:
>
> [snip]
>
> My only difference is that the web server and postgres are on different
> machines.
>
> Can send you my relevant httpd.conf lines if you like, with the caveat
> that I don't really understand it, I just pasted it in :-)

It's worth a shot... I do think there's a good chance I missed 
something in there, because what you're seeing is quite happy 
behavior.

Thanks :-)  -rt

- --
Ryan Tucker <rtucker at netacc.net>
GPG: 99A27DE7  AIM: HoopyCat  ARS: N0PBS
Network Operations Manager, NetAccess, Inc.
http://www.netacc.net/~rtucker/ - (585)419-8252
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.0.7 (Darwin)

iD8DBQE9Ri11Du//cZmifecRAgFiAJ9BnricqEEwr+iS9CoSXhKUAbwl4QCfSIdS
4pcqLOnnup5skkETyUQEqO0=
=ChgB
-----END PGP SIGNATURE-----




From hwagener at hamburg.fcb.com  Tue Jul 30 10:43:11 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Tue, 30 Jul 2002 10:43:11 -0400
Subject: [rt-users] changing domain
References: <20020729231045.GI17245@yeti.qsent.com> <5.1.0.14.0.20020729163404.01aef138@localhost> <20020729234336.GM17245@yeti.qsent.com>
Message-ID: <3D46A5FF.3A97117D@hamburg.fcb.com>

Rick Rezinas wrote:

> yeah, caught that.  Not my call on this one, just wondering if anyone
> has experience with this, and what in particular to watch out for.  The
> boss is already aware of the probably existing tickets problem, and has
> deemed it acceptable loss (most of which will probably be my time ;)

In the long run, it won't be much of a hassle. We changed our $rtname after a
few hundred tickets, and since we did not get back to the old tickets, nothing
strage popped up.
I would say You can compute the transition period (whre things might screw
up) by determining how long a given ticket takes to be resolved, and how many
tickets You get in a given period.

I would not recommend switching $rtname more than once without flushing the
ticket database (maybe thatis an option?).

Regards,
    Harald

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


-------------- next part --------------
A non-text attachment was scrubbed...
Name: hwagener.vcf
Type: text/x-vcard
Size: 202 bytes
Desc: Card for Harald Wagener
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020730/ea6e200b/attachment.vcf>

From sjsobol at JustThe.net  Tue Jul 30 10:55:24 2002
From: sjsobol at JustThe.net (Steven J. Sobol)
Date: Tue, 30 Jul 2002 10:55:24 -0400 (EDT)
Subject: [rt-users] Trying to fix a broken install of RT2.0.13
In-Reply-To: <200207290936.09343.rt2trouble@morben.ca>
Message-ID: <Pine.LNX.4.41.0207301052320.5749-100000@amethyst.nstc.com>

On Mon, 29 Jul 2002, RT2 Troubles wrote:

> I understand the idea of this discussion group attempting to get everyone to 
> buy support before offering assistance. 

Uh, no; you're wrong, you're completely off-base, and did I mention that
your assumption is incorrect?

I *think*, and correct me if I'm wrong, Phil, but I think the point was
not that people here aren't willing to help even though they don't get 
paid to answer list mail; it's more along the lines of "if you pay Jesse,
he'll be able to focus on you" - people who read this list, for the most
part, *do* have paying jobs that they have to attend to and reading this
list is usually just a sideline...

I'll look through the archives and see if I can offer some help, since I
came into this thread in the middle...

-- 
Steve Sobol, CTO  JustThe.net LLC, Mentor On The Lake, OH





From sjsobol at JustThe.net  Tue Jul 30 10:58:43 2002
From: sjsobol at JustThe.net (Steven J. Sobol)
Date: Tue, 30 Jul 2002 10:58:43 -0400 (EDT)
Subject: [rt-users] RT not multitasking well
In-Reply-To: <20020730093834.C56830-100000@weasel.internode.com.au>
Message-ID: <Pine.LNX.4.41.0207301058100.5749-100000@amethyst.nstc.com>

On Tue, 30 Jul 2002, Justin Hawkins wrote:
 
> Have you vacuumed the tables in the RT database lately? Ever?

Vacuumed? <g>

Is there a script (script, not scrip :) available to clean up old stuff
out of the database?

-- 
Steve Sobol, CTO  JustThe.net LLC, Mentor On The Lake, OH
Temporary Office Phone: 786.666.5357 (Due to incompetence on the part
of XO Communications, my local phone line is down, and therefore, my
tollfree numbers don't work either.)





From rich+rt at lafferty.ca  Tue Jul 30 12:13:58 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Tue, 30 Jul 2002 12:13:58 -0400
Subject: [rt-users] RT not multitasking well
In-Reply-To: <Pine.LNX.4.41.0207301058100.5749-100000@amethyst.nstc.com>; from sjsobol@JustThe.net on Tue, Jul 30, 2002 at 10:58:43AM -0400
References: <20020730093834.C56830-100000@weasel.internode.com.au> <Pine.LNX.4.41.0207301058100.5749-100000@amethyst.nstc.com>
Message-ID: <20020730121358.B19455@lafferty.ca>

On Tue, Jul 30, 2002 at 10:58:43AM -0400, Steven J. Sobol <sjsobol at JustThe.net> wrote:
> On Tue, 30 Jul 2002, Justin Hawkins wrote:
>  
> > Have you vacuumed the tables in the RT database lately? Ever?
> 
> Vacuumed? <g>
> 
> Is there a script (script, not scrip :) available to clean up old stuff
> out of the database?

VACUUM is a Postgres command that cleans old Postgres stuff out of the
database -- fills up holes and so forth. It's not RT-specific. (What
sort of "old stuff" were you hoping to remove? There's always that
problem of referential integrity..)
 
  -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 Jul 30 12:17:42 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Tue, 30 Jul 2002 12:17:42 -0400
Subject: [rt-users] changing domain
In-Reply-To: <3D46A5FF.3A97117D@hamburg.fcb.com>; from hwagener@hamburg.fcb.com on Tue, Jul 30, 2002 at 10:43:11AM -0400
References: <20020729231045.GI17245@yeti.qsent.com> <5.1.0.14.0.20020729163404.01aef138@localhost> <20020729234336.GM17245@yeti.qsent.com> <3D46A5FF.3A97117D@hamburg.fcb.com>
Message-ID: <20020730121742.C19455@lafferty.ca>

On Tue, Jul 30, 2002 at 10:43:11AM -0400, Harald Wagener <hwagener at hamburg.fcb.com> wrote:
> Rick Rezinas wrote:
> 
> > yeah, caught that.  Not my call on this one, just wondering if anyone
> > has experience with this, and what in particular to watch out for.  The
> > boss is already aware of the probably existing tickets problem, and has
> > deemed it acceptable loss (most of which will probably be my time ;)
> 
> In the long run, it won't be much of a hassle. We changed our
> $rtname after a few hundred tickets, and since we did not get back
> to the old tickets, nothing strage popped up.

When we changed ticketing systems outright, the format of the
ticket-id in the Subject: line changed, making it roughly equivalent
to changing $rtname. We just modified rt-mailgate to tweak the
old-style ticket-id to look like the new one, and things Just Worked.

(No-one uses the old-style ticket-id anymore but the code is still there
simply because there's really no point in removing it.)

You ought to be able to do the same thing in rt-mailgate or in a
preprocessing hook using Simon's mail-hooks contrib.

> I would not recommend switching $rtname more than once without flushing the
> ticket database (maybe thatis an option?).

I don't believe it's a database issue; the rtname is never stored in
the database. The problem is that RT uses $rtname to decide if a
ticket is one of its own tickets, or if it's a ticket from someone
else's instance of RT. 

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 howard.jones at network-i.net  Tue Jul 30 12:44:44 2002
From: howard.jones at network-i.net (Howard Jones)
Date: Tue, 30 Jul 2002 17:44:44 +0100
Subject: [rt-users] New install: "WebRT: No ticket specified"?
Message-ID: <001d01c237e8$68a6d6e0$0a01010a@SLOUGH>

Hi folks,

I just installed a local copy of RT 2.0.14 on my desktop FreeBSD system to
look at it as a replacement for our Keystone system. It all installed OK,
and most functionality (e.g. login, configuration of queues etc) seems to
work. When I try and add a new ticket I get this message in the Apache
errorlog:
   "WebRT: No ticket specified ()"
and the web browser never returns a page. The httpd process doesn't seem to
be doing anything useful, and the database doesn't show the new ticket.

Is this a common problem? I couldn't find a mention of it on google (except
for one other person on this list, who didn't get a reply).

Thanks in advance for any pointers,

Howard
(looking forward to playing - it looks nicer than Keystone!)




From pdh at snapgear.com  Tue Jul 30 18:27:05 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 31 Jul 2002 08:27:05 +1000
Subject: [rt-users] New install: "WebRT: No ticket specified"?
In-Reply-To: <001d01c237e8$68a6d6e0$0a01010a@SLOUGH>
References: <001d01c237e8$68a6d6e0$0a01010a@SLOUGH>
Message-ID: <20020730222705.GD481@luggage>

Howard Jones wrote:
> work. When I try and add a new ticket I get this message in the Apache
> errorlog:
>    "WebRT: No ticket specified ()"
> and the web browser never returns a page. The httpd process doesn't seem to
> be doing anything useful, and the database doesn't show the new ticket.

Have you tried using a different browser? Your permissions are
all set up to allow the user in question to CreateTicket in the
queue?



From howard.jones at network-i.net  Wed Jul 31 07:46:13 2002
From: howard.jones at network-i.net (Howard Jones)
Date: Wed, 31 Jul 2002 12:46:13 +0100
Subject: [rt-users] New install: "WebRT: No ticket specified"?
References: <001d01c237e8$68a6d6e0$0a01010a@SLOUGH> <20020730130126.2548418b.seth@ttsg.com>
Message-ID: <005f01c23887$df505740$0a01010a@SLOUGH>

From: "Seth" <seth at ttsg.com>
>  Are you using mozilla version 0.97 by any chance? This was the exact
error I got using that version of the browser. The reason is there is a bug
in mozilla 0.97 that any form with a "file" option hangs it.
>
> easy test is to try another web browser to submit the ticket.

Aha - that seems to be it. I use Galeon, and kind of forget that it's really
Mozilla underneath :) Thanks!

Howie




From atossava at cc.helsinki.fi  Wed Jul 31 07:48:52 2002
From: atossava at cc.helsinki.fi (Atro Tossavainen)
Date: Wed, 31 Jul 2002 14:48:52 +0300 (EEST)
Subject: [rt-users] Two different queues; admins see only one
Message-ID: <200207311148.g6VBmqI09401@kruuna.Helsinki.FI>

Hello,

This is on RT 2.0.6.

I've created two queues, "bio-helpdesk" and "mm-helpdesk". The queues
are enabled.

I've created a bunch of users, some of whom I've added to the group
"bio-admin" and some to "mm-admin".

I've given the ModifyTicket, OwnTicket, ShowTicket, ShowTicketComments,
Watch, and WatchAsAdminCc permissions to the queues to their relevant
admin groups.

I've included the people in both "-admin" groups as Watchers for the
relevant queues.

Users in the bio-admin group have no problems, but when users in the
mm-admin group log in, they see the bio-helpdesk queue only, can't view
any tickets in it though (as the mm-admin group only has rights to
mm-helpdesk) and they can't access stuff for the mm-helpdesk queue
at all.  They can't even create a new ticket in it from the web
interface even though it's allowed for Everyone.

I've stopped and started Apache, though it shouldn't matter as this
is purely a rights issue, not at all related to httpd.conf. No effect,
of course.

Anybody got any ideas?

-- 
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 harrison at palisadesys.com  Wed Jul 31 10:07:57 2002
From: harrison at palisadesys.com (James L. Harrison)
Date: Wed, 31 Jul 2002 09:07:57 -0500
Subject: [rt-users] Have been running IncomingEmail.pm...
Message-ID: <JBEDKKNFEHFMLEDGHNFOIEFLCAAA.harrison@palisadesys.com>

Hi All,

I have been running with the IncomingEmail.pm from contrib for a few weeks,
and my scrips are working properly, but after combing the logs I found this:

WebRT: No ticket specified ()Can't call method "Headers" on an undefined
value at /opt/rt2/lib/RT/Condition/IncomingEmail.pm line 30, <GEN58>
line 126.
Can't call method "Headers" on an undefined value at
/opt/rt2/lib/RT/Condition/IncomingEmail.pm line 30, <GEN58> line 138.
Can't call method "Headers" on an undefined value at
/opt/rt2/lib/RT/Condition/IncomingEmail.pm line 30, <GEN14> line 251.
Can't call method "Headers" on an undefined value at
/opt/rt2/lib/RT/Condition/IncomingEmail.pm line 30, <GEN26> line 251.

Like I said everything appears to be working, but I just wanted to know if
anyone else has seen this.

Thanks,
Jamie
---
James L. Harrison
harrison at palisadesys.com
Technical Support Engineer
Palisade Systems




From JSatterfield at ciphergen.com  Wed Jul 31 12:05:59 2002
From: JSatterfield at ciphergen.com (James Satterfield)
Date: Wed, 31 Jul 2002 09:05:59 -0700
Subject: [rt-users] New install: "WebRT: No ticket specified"?
Message-ID: <A033C4B4B90ABC4B92D2A73ED311565113032D@EXCHANGER.ciphergen.com>

Galeon works quite well for me and 2.0.13.
And mozilla is only used in galeon to render AFAIK.
James.

-----Original Message-----
From: Howard Jones [mailto:howard.jones at network-i.net] 
Sent: Wednesday, July 31, 2002 4:46 AM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] New install: "WebRT: No ticket specified"?


From: "Seth" <seth at ttsg.com>
>  Are you using mozilla version 0.97 by any chance? This was the exact
error I got using that version of the browser. The reason is there is a bug
in mozilla 0.97 that any form with a "file" option hangs it.
>
> easy test is to try another web browser to submit the ticket.

Aha - that seems to be it. I use Galeon, and kind of forget that it's really
Mozilla underneath :) Thanks!

Howie


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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From ges at lumeta.com  Wed Jul 31 13:18:15 2002
From: ges at lumeta.com (Glenn Sieb)
Date: Wed, 31 Jul 2002 13:18:15 -0400
Subject: [rt-users] Is there a way to get RT not to reply to certain addresses?
Message-ID: <5.1.1.6.0.20020731131701.01212690@mail.corp.lumeta.com>

For instance, if I set up my backup system to email an RT queue, I don't 
want RT to send that email address anything. Same for users like root, and 
such...

If this is an RTFM, I apologize, but I haven't run across this before...

Thanks in advance,
Glenn

---
Glenn E. Sieb
System Administrator
Lumeta Corporation
+1 732 357-3514 (V)
+1 732 564-0731 (Fax)




From rick.rezinas at qsent.com  Wed Jul 31 13:27:24 2002
From: rick.rezinas at qsent.com (Rick Rezinas)
Date: Wed, 31 Jul 2002 10:27:24 -0700
Subject: [rt-users] Is there a way to get RT not to reply to certain addresses?
In-Reply-To: <5.1.1.6.0.20020731131701.01212690@mail.corp.lumeta.com>
References: <5.1.1.6.0.20020731131701.01212690@mail.corp.lumeta.com>
Message-ID: <20020731172724.GG18256@yeti.qsent.com>

you could easily setup a queue to not reply to requestors/watchers.
That would work if the queue it's emailing is just for that purpose
(sounds like tracking notifications).   Go and modify the scrips for
that queue.  Otherwise I'm not sure, it depends on your need for the
queue.  You may be able to tweak your mailserver also, but that's never
any fun ;)

rick

On Wed, 31 Jul 2002, Glenn Sieb wrote:

> For instance, if I set up my backup system to email an RT queue, I don't 
> want RT to send that email address anything. Same for users like root, and 
> such...
> 
> If this is an RTFM, I apologize, but I haven't run across this before...
> 
> Thanks in advance,
> Glenn
> 
> ---
> Glenn E. Sieb
> System Administrator
> Lumeta Corporation
> +1 732 357-3514 (V)
> +1 732 564-0731 (Fax)
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

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


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




From wash at wananchi.biz  Wed Jul 31 13:36:06 2002
From: wash at wananchi.biz (Odhiambo Washington)
Date: Wed, 31 Jul 2002 20:36:06 +0300
Subject: [rt-users] Allowing requestor login to RT
Message-ID: <20020731173606.GB9365@ns2.wananchi.com>

Hi,

This may have been discussed before. I guess I have seen some posts almost
touching on it, but I'd appreciate more advise on this issue.

We run rt-2.0.14 (just upgraded). We have our staff members interacting
directly with rt because they have accounts and I have given them the access.

We are planning on letting non-staff members (say our clients) access RT for
the purpose of following up on their requests, just in case there is a delay.

Is there anyone doing something like this?

If so,

1. How did you implement it, given there are so many different requestors?
2. What level of access did you give them?

Thanking you in advance.


        cheers
       - wash 
----------------------------------+-----------------------------------------
 Odhiambo Washington, wash at wananchi.com	. WANANCHI ONLINE LTD (Nairobi, KE)
 http://ns2.wananchi.com/~wash/		. 1ere Etage, Loita Hse, Loita St.,
 GSM: (254) 722 743 223			. # 10286, 00100 NAIROBI
----------------------------------+-----------------------------------------
"Oh My God! They killed init! You Bastards!"  
						 --from a /. post

The Boss: What makes you think my mother is a moron?
Dilbert: She fed you.
(Scott Adams)



From bradford.leak at flamenconetworks.com  Wed Jul 31 15:50:50 2002
From: bradford.leak at flamenconetworks.com (Brad Leak)
Date: Wed, 31 Jul 2002 12:50:50 -0700
Subject: [rt-users] Initial Login
Message-ID: <55BAE1F3AB0DD41198B600508BA241B005239FA4@ehost002.intermedia.net>

I have installed Request Tracker 2.0.14 seemingly successfully except for
one thing: I can't login to the web interface!  As far as I can tell, I have
the user permissions setup correctly in MySQL but for the life of me can't
figure out why I can't login.  Is there a default administrator login to the
web interface?  I looked through the docs and the only thing I could find
was how to create users and queues, but shouldn't I be able to login to be
able to create users in the first place?  BTW, I tried logging in with the
$DatabaseUser and its password as defined in config.pm.
Thanks in advance!
Brad




From bruce_campbell at ripe.net  Wed Jul 31 15:58:56 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 31 Jul 2002 21:58:56 +0200 (CEST)
Subject: [rt-users] Have been running IncomingEmail.pm...
In-Reply-To: <JBEDKKNFEHFMLEDGHNFOIEFLCAAA.harrison@palisadesys.com>
Message-ID: <Pine.LNX.4.44.0207312157000.16268-100000@x22.ripe.net>

On Wed, 31 Jul 2002, James L. Harrison wrote:

> I have been running with the IncomingEmail.pm from contrib for a few weeks,
> and my scrips are working properly, but after combing the logs I found this:
>
> WebRT: No ticket specified ()Can't call method "Headers" on an undefined
> value at /opt/rt2/lib/RT/Condition/IncomingEmail.pm line 30, <GEN58>
> line 126.

In RT::Condition::IncomingEmail, I'm checking for Headers() being defined.
Unfortunately, this doesn't work as expected on Transactions which have no
Headers (eg, created via the Web).

> Like I said everything appears to be working, but I just wanted to know if
> anyone else has seen this.

I know about it, but haven't looked at fixing it ;)

Regards,

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




From iypoon at mail.com  Wed Jul 31 17:00:44 2002
From: iypoon at mail.com (Crazy Diamond)
Date: Wed, 31 Jul 2002 16:00:44 -0500
Subject: [rt-users] Problems installing Request Tracker using Debian Linux
Message-ID: <20020731210044.26385.qmail@mail.com>

Hello,

  This is my first time installing request tracker.  Anyway, i have Debian version 2.2 (stable version... not the newest stable version that came out a few days ago).  I'm also using postgres 7.1.3.

  Anyway, i've gone through the RT/FM RT Manual, and i've gotten to the point of "make install".  However, when i do that, i get the following error messages:

mkdir -p //usr/local/rt2/bin
mkdir -p //usr/local/rt2/WebRT/data
mkdir -p //usr/local/rt2/WebRT/sessiondata
mkdir -p //usr/local/rt2/etc
mkdir -p //usr/local/rt2/lib
mkdir -p //usr/local/rt2/WebRT/html
mkdir -p //usr/local/rt2/local/WebRT/html
make: *** No rule to make target `initialize.PG', needed by `install'.  Stop.

Also, i don't know if this is a problem or not, but when i installed all the perl modules (first using CPAN, then realizing i could do it with apt-get install), i get the following when checking dependancies using 'make fixdeps':

Checking for DBD::Pg  ....DBD::Pg   not installed.Installing with CPAN...Going to read /root/.cpan/Metadata
DBD::Pg is up to date.

This is the only package that i get this with and everytime i do 'make fixdeps', it still gives me that one message (all other modules installed correctly).  Is it ok? It says it's accessing CPAN to get it every single time, but i don't know if it actually is.

Any help would be greatly appreciated, thanks.

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

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




From pdh at snapgear.com  Wed Jul 31 18:55:53 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 1 Aug 2002 08:55:53 +1000
Subject: [rt-users] Problems installing Request Tracker using Debian Linux
In-Reply-To: <20020731210044.26385.qmail@mail.com>
References: <20020731210044.26385.qmail@mail.com>
Message-ID: <20020731225553.GB457@luggage>

Crazy Diamond wrote:
> make: *** No rule to make target `initialize.PG', needed by `install'.  Stop.

Sounds like you've set

DB_TYPE = PG

instead of

DB_TYPE = Pg

in your Makefile. Case is important.



From pdh at snapgear.com  Wed Jul 31 18:59:48 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 1 Aug 2002 08:59:48 +1000
Subject: [rt-users] Initial Login
In-Reply-To: <55BAE1F3AB0DD41198B600508BA241B005239FA4@ehost002.intermedia.net>
References: <55BAE1F3AB0DD41198B600508BA241B005239FA4@ehost002.intermedia.net>
Message-ID: <20020731225948.GD457@luggage>

Brad Leak wrote:
> I have installed Request Tracker 2.0.14 seemingly successfully except for
> one thing: I can't login to the web interface!  As far as I can tell, I have
> the user permissions setup correctly in MySQL but for the life of me can't
> figure out why I can't login.  Is there a default administrator login to the
> web interface?  I looked through the docs and the only thing I could find
> was how to create users and queues, but shouldn't I be able to login to be
> able to create users in the first place?  BTW, I tried logging in with the
> $DatabaseUser and its password as defined in config.pm.


From pdh at snapgear.com  Wed Jul 31 19:03:04 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 1 Aug 2002 09:03:04 +1000
Subject: [rt-users] Is there a way to get RT not to reply to certain addresses?
In-Reply-To: <5.1.1.6.0.20020731131701.01212690@mail.corp.lumeta.com>
References: <5.1.1.6.0.20020731131701.01212690@mail.corp.lumeta.com>
Message-ID: <20020731230304.GE457@luggage>

Glenn Sieb wrote:
> For instance, if I set up my backup system to email an RT queue, I don't 
> want RT to send that email address anything. Same for users like root, and 
> such...

Either submit to a different queue with no autoresponder,
possibly with an OnCreate scrip (of your own making) to change
the queue, or pick up Bruce Campbell's AutoReplySquelch code
from the contrib area and insert the appropriate voodoo comment
in the RT user's comment field.



From mda at discerning.com  Wed Jul 31 19:33:54 2002
From: mda at discerning.com (Mark D. Anderson)
Date: Wed, 31 Jul 2002 16:33:54 -0700
Subject: [rt-users] no user can login after 1.0 to 2.0 import script
Message-ID: <09a101c238ea$bc9e9f50$0b01a8c0@mdaxke>

I successfully installed 2.0 (the web ui comes up), and i successfully ran the 1.0 import
script (at least, it didn't complain).

However, no user can log in.
I ran the admin command to reset the rt root user, and then i could log in to the webrt ui.
i could see all the requests, all the users, and so on.
Basically, it looks like the import script worked great.
But for some reason, those user passwords weren't imported, or maybe the users
weren't given appropriate access, or something, but nobody can log in.

I set the min password length to 0, so that shouldn't be an issue.

There is no sign of any problems in the rt log file.

Any other ideas?

If none, I'll have to manually set new passwords for each user....

-mda




From marchuk at ee.washington.edu  Wed Jul 31 20:13:59 2002
From: marchuk at ee.washington.edu (Walter Marchuk)
Date: Wed, 31 Jul 2002 17:13:59 -0700 (PDT)
Subject: [rt-users] EffectiveId
Message-ID: <Pine.LNX.4.33.0207311713000.16009-100000@nova.ee.washington.edu>

I keep getting the following error, would someone please tell me what it 
means.

Thanks,
Walter.

   ----- The following addresses had permanent fatal errors -----
|"/home/rt2/bin/rt-mailgate --queue helpdesk --action correspond"
    (reason: 255)
    (expanded from: rt at babylon)

   ----- Transcript of session follows -----
RT::Ticket=HASH(0x87fc6bc) ->Create couldn't set EffectiveId: No value 
sent to _Set!

The 'message' parameter to Log::Dispatch::Output::log was an 'undef', 
which is not one of the
allowed types: scalar
        Params::Validate::__ANON__('The \'message\' parameter to 
Log::Dispatch::Output::log was an
\...') called at /usr/lib/perl5/site_perl/5.6.1/Params/Validate.pm line 
379
        Params::Validate::_validate_one_param(undef, 'HASH(0x87e1fd0)', 
'The \'message\' parameter')
called at /usr/lib/perl5/site_perl/5.6.1/Params/Validate.pm line 289
        Params::Validate::validate('ARRAY(0x84f8d3c)', 'HASH(0x87fca64)') 
called at
/usr/lib/perl5/site_perl/5.6.1/Log/Dispatch/Output.pm line 32
        Log::Dispatch::Output::log(undef, 'level', 'crit', 'message', 
undef, 'name', 'screen')
called at /usr/lib/perl5/site_perl/5.6.1/Log/Dispatch.pm line 97
        Log::Dispatch::_log_to('Log::Dispatch=HASH(0x87dc9bc)', 'level', 
'crit', 'message', undef,
'name', 'screen') called at /usr/lib/perl5/site_perl/5.6.1/Log/Dispatch.pm 
line 74
        Log::Dispatch::log('Log::Dispatch=HASH(0x87dc9bc)', 'level', 
'crit', 'message', undef)
called at /home/rt2/lib/RT/Interface/Email.pm line 299
        RT::Interface::Email::MailError('To', 
'root at babylon.ee.washington.edu', 'Subject', 'Ticket
creation failed', 'Explanation', undef, 'MIMEObj', 
'MIME::Entity=HASH(0x87e148c)') called at
/etc/smrsh/rt-mailgate line 249
554 5.3.0 unknown mailer error 255

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




From jhs at ece.utexas.edu  Tue Jul  9 14:25:39 2002
From: jhs at ece.utexas.edu (Jason Smith)
Date: Tue, 9 Jul 2002 13:25:39 -0500
Subject: [rt-users] Login page after every action for server cluster
Message-ID: <20020709132539.A28387@jhs.ece.utexas.edu>

Hello.

I installed RT for our site on a series of webservers that sit behind an
LVS cluster.  (LVS, Linux Virtual Server, is IP-level load-balancing
system.  Basically it transparently redirects requests to a cluster of
servers, for scalability and high-availability.)

Previously, this was fine.  There was one central database for each
server to use, and everything worked.  But today, after some reloading
and re-imaging the web servers (configuring mail stuff), now after most
actions, the login page shows up.  It's as if each server now needs its
own unique cookie, incompatible from the others (just my guess -- I'm
still learning RT).

Also, does this have anything to do with ticket #1380?  It is not slated
as broken in 2.0.14, but I see no mention of it in the Changelog in
2.0.14-pre.  But this ticket mentions cookies and transparent proxying.

Thanks much for any insight.

-- 
Jason Smith
Linux and Unix
University of Texas ECE-LRC, Austin
lynx -source http://www.ece.utexas.edu/~jhs/public_key.gpg | gpg --import
-------------- 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/20020709/5a6c173c/attachment.sig>

From robin.ericsson at noname4us.com  Wed Jul 10 15:55:42 2002
From: robin.ericsson at noname4us.com (Robin Ericsson)
Date: 10 Jul 2002 21:55:42 +0200
Subject: [rt-users] extending rt
Message-ID: <1026330943.1146.9.camel@pulver>

Hi,


I'm pretty new to RT what it concerns Scrips.

What I want is, when a ticket changes owner, send a mail to the new
owner general information about the ticket (as due-date and such)

So, I found OnOwnerChange, which I think will do the trick, so something
like this:

OnOwnerChange NotifyOwnerAsComment with template MyOwnTemplate
eate "MyOwnTemplate"?

So, my questions are:

1) Am I on the right track

2) Where can I find documentation about what I can use for variables in
"MyOwnTemplate", such as $Ticket->Subject()



--
Med v?nlig h?lsning / Best regards,
Robin






From dave at boldfish.com  Wed Jul 10 17:20:48 2002
From: dave at boldfish.com (Dave Young)
Date: 10 Jul 2002 14:20:48 -0700
Subject: [rt-users] Sendmail Help Needed
In-Reply-To: <00de01c22851$ec35b540$fd01a8c0@ieworks.net>
References: <00de01c22851$ec35b540$fd01a8c0@ieworks.net>
Message-ID: <1026336049.11693.62.camel@hat-trick.boldfish.com>

this is part of sendwhale's UCE checks <check_mail>. Your *destination*
mail server (which obviously, from the error, is sendmail> basically
doesn't know about the host:

mgt.airolink.net


so either add an A or MX record for that host into the airolink.net zone

or add it to /etc/hosts and make sure /etc/nsswitch.conf is

hosts:      files dns


ON the mail server that's rejecting the message 


or change your masquerade as in sendmail.cf to airolink.net


there's a few ways to fix it, but one of the three is the easiest...


hope that helps...



--Dave



>    ----- The following addresses had permanent fatal errors -----
> mkinsman at airolink.net 
>     (reason: 501 5.1.8 <mkinsman at airolink.net>... Domain of sender address apache at mgt.airolink.net does not exist)
> 
> >>> RCPT To:<mkinsman at airolink.net>
> <<< 501 5.1.8 <mkinsman at airolink.net>... Domain of sender address apache at mgt.airolink.net does not exist
> 554 5.0.0 Service unavailable
> 
> ---
> 
> Can someone send me a clue?  I've made RT work very will with QMail, but I'm hoping to just use sendmail for this installation.
> 
> Thanks much!
> 
> Darren Ellis







From bzammit at systemsaligned.com  Wed Jul 10 18:19:15 2002
From: bzammit at systemsaligned.com (Brian Zammit)
Date: Wed, 10 Jul 2002 18:19:15 -0400
Subject: [rt-users] $m import problems after install.
Message-ID: <CGEHIBLDLGHGNJACFJPLAEIBCFAA.bzammit@systemsaligned.com>

Anyone know where or why $m is not imported?

---
Error message:

Starting httpd: Variable "$m" is not imported at
/data/www/support.systemsaligned.com/bin/webmux.pl line 94.
[Thu Jun 27 21:18:09 2002] [error] Global symbol "$m" requires explicit
package name at /data/www/support.systemsaligned.com/bin/webmux.pl line 94.
Compilation failed in require at (eval 6) line 1.

Syntax error on line 728 of /etc/httpd/conf/httpd.conf:
Global symbol "$m" requires explicit package name at
/data/www/support.systemsaligned.com/bin/webmux.pl line 94.
Compilation failed in require at (eval 6) line 1.

---

webmux.pl lines around 94:
            sub CGIObject {
                $m->cgi_object();
            }

---




From savage at netsonic.megalan.co.za  Wed Jul 10 23:26:29 2002
From: savage at netsonic.megalan.co.za (Chris Knipe)
Date: Thu, 11 Jul 2002 05:26:29 +0200
Subject: [rt-users] screwey?
Message-ID: <20020711032629.GA22869@netsonic.megalan.co.za>

Hi all,

What can be causing this error?

root at netsonic:~# apachectl configtest
Scalar::Util not detected - container() method not available
Variable "$m" is not imported at /usr/local/rt/bin/webmux.pl line 94.
Global symbol "$m" requires explicit package name at /usr/local/rt/bin/webmux.pl
 line 94.
[Thu Jul 11 02:07:48 2002] [error] Compilation failed in require at (eval 5) lin
e 1.
Syntax error on line 221 of /usr/local/etc/apache/httpd.conf:
Compilation failed in require at (eval 5) line 1.


I've checked, double checked, and verified.  All required perl modules are
installed.  RT's testdeps script reports all the required modules to be
installed and now I'm starting to become rather clueless as to what is causing
these errors.

This is RT2.0.9 - stock standard installation... 

--
me




From brw at brw.net  Mon Jul 15 08:57:17 2002
From: brw at brw.net (Branden R. Williams)
Date: Mon, 15 Jul 2002 07:57:17 -0500 (CDT)
Subject: [rt-users] Yes, the same session problem
In-Reply-To: <Pine.LNX.4.44.0207130806320.26973-100000@altair.kickinit.net>
Message-ID: <Pine.LNX.4.44.0207150756130.26973-100000@altair.kickinit.net>

On Sat, 13 Jul 2002, Branden R. Williams wrote:

> On Sat, 13 Jul 2002, Phil Homewood wrote:
> 
> > Branden R. Williams wrote:
> > > [Fri Jul 12 08:46:08 2002] [error] RT Couldn't write to session directory 
> > > '/usr/local/rt2/WebRT/sessiondata'. Check that this directory's 
> > > permissions are correct. at /usr/local/rt2/bin/webmux.pl line 152.
> > 
> > Assuming it's nothing silly like a full filesystem, try a "chmod 777"
> > on that dir as a test. If it succeeds, look in there and see if any
> > files have been created by somebody who is not nobody.
> 
> I tried that and even put the session dir in /tmp and it gave me the same 
> error.  There are always those files written and owned by nobody/nobody. 

The problem ended up being some perl modules were not readable by world.  
RT Developers, note that your script will throw this exception if it 
cannot read a perl module in this section.  You might want to distinguish 
between the two.

Note to moderator: Please post this to list for archival purposes!

Fair Winds and Following Seas,

Branden R. Williams, CISSP <brw at brw.net>
http://www.brw.net/
"My mind flows like the wind, my soul becomes the rain,
 My imagination the storm."
--
Public Key ID: 0x34AE58E0 | PGP Keyserver: pgp.mit.edu
Public Key Fingerprint: 5C0B 2526 7519 6C2E F844  DF26 8793 594B 34AE 58E0




From mjones at infomg.com  Mon Jul 15 11:40:52 2002
From: mjones at infomg.com (Mike Jones)
Date: Mon, 15 Jul 2002 11:40:52 -0400
Subject: [rt-users] LDAP authentication
Message-ID: <3D32ED04.9090807@infomg.com>

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

    Mike Jones




From tdehesse at uts.edu.au  Mon Jul 15 22:46:49 2002
From: tdehesse at uts.edu.au (Teo de Hesselle)
Date: Tue, 16 Jul 2002 12:46:49 +1000
Subject: [rt-users] Database size limit
In-Reply-To: <Pine.LNX.4.21.0207151832180.22256-100000@calulu.shearer.org>
References: <20020715082929.GM1400@dwarf.itd.uts.edu.au> <Pine.LNX.4.21.0207151832180.22256-100000@calulu.shearer.org>
Message-ID: <20020716024649.GA5998@dwarf.itd.uts.edu.au>

On Mon, Jul 15, 2002 at 06:33:18PM +0930, Dan Shearer wrote:
> On Mon, 15 Jul 2002, Teo de Hesselle wrote:
> 
> > Okay... I've hit the 4gb size limit... any recommendations?
> > 
> > We're running Solaris 8/Sparc, so it's not a filesystem thing...
> 
> What database? How many tickets?

MySQL.

Basically what happened is that I reached the mySQL 4gb database size limit,
and had to execute

	ALTER TABLE Attachments MAX_ROWS=500000 AVG_ROW_LENGTH=40000

You can check your own table health by doing:

	show table status from rt2 like 'Attachments';

Relevant Section now shows:

Avg_row_length | Data_length | Max_data_length
         28319 |  4261361424 |   1099511627775

(And yes, that's a bloody big number).


-- 
Teo de Hesselle          | Microsoft has a new version out, Windows XP, which
PGP Key: 18C35A2E Print: | according to everybody is the ``most reliable Windows
443C C43F 57C4 18C3 5A2E | ever.'' To me, this is like saying that asparagus is
5F8D 8A54 ECDF 74B6 990C | ``the most articulate vegetable ever.'' --Dave Barry



From A.Lakehsar at science-computing.de  Tue Jul 16 01:26:29 2002
From: A.Lakehsar at science-computing.de (Asif Rashid Lakehsar)
Date: Tue, 16 Jul 2002 07:26:29 +0200
Subject: [rt-users] creating new tickets (RT2)
Message-ID: <02071607262909.02062@weissnix>


I've just upgraded from RT-1.0 to RT-2-0-13.
I am using the most recent perl mods I could find.  back end is postgres
7.1.3.  perl is 5.6.1.

Everything seems to work until i try to submit a ticket. In the rt logfile I
get the following Error

WebRT:  ()RT::Ticket=HASH(0x8eb3638) ->Create couldn't set EffectiveId: No
value sent to _Set!

Any Ideas?

----
Asif Lakehsar,s+c ag; +49-(0)89-356386-33
mailto:A.Lakehsar at science-computing.de
http://www.science-computing.de

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




From boris at infoplease.com  Tue Jul 16 09:32:04 2002
From: boris at infoplease.com (Goldowsky, Boris)
Date: Tue, 16 Jul 2002 09:32:04 -0400
Subject: [rt-users] Multiple email addresses
Message-ID: <C55883A8130FD41194BC00104B9CDD3B02E1560D@OLDTMS018>

Is there any way to give a user more than one email address?  Some people
send in requests from two different email accounts, and it would be nice to
be able to group the requests together as a single requestor.

Alternatively, is there a place I could hook in a script to rewrite email
addresses as they come in, to render them into a canonical form?  Any
examples of such a function?

Thanks,
Bng


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

Our network may monitor outgoing and incoming e-mail messages
for security and customer service purposes, but this e-mail is
confidential.

Please notify the sender immediately if you receive it in error,
and then delete it.

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





From simon at netthink.co.uk  Thu Jul 18 04:38:13 2002
From: simon at netthink.co.uk (Simon Cozens)
Date: Thu, 18 Jul 2002 09:38:13 +0100
Subject: [rt-users] rt2stats
In-Reply-To: <49F78F5E3F07D511818200508B5C78510664EDBC@BALNTEX001.qwest.net>
References: <49F78F5E3F07D511818200508B5C78510664EDBC@BALNTEX001.qwest.net>
Message-ID: <20020718083813.GB6180@netthink.co.uk>

Hall, Christian N:
> 	I am looking for the rt2stats package. If anyone has a link or of a
> known site that would be great.

http://users.ox.ac.uk/~simon/stats.tar.gz

No instructions, no support, have fun! 

-- 
Complete the following sentence: People *ought* to weigh bricks, cats
and cinnamon in the same units because... - Ian Johnston



From Bradford1/UK/Equifax at equifax.com  Thu Jul 18 07:41:39 2002
From: Bradford1/UK/Equifax at equifax.com (Bradford1/UK/Equifax at equifax.com)
Date: Thu, 18 Jul 2002 12:41:39 +0100
Subject: [rt-users] Report to Recipient(s)
Message-ID: <OFC2C39AA7.3C3CE804-ON80256BFA.00403D1E@equifax.com>

Incident Information:-

Originator:    rt-users-admin at lists.fsck.com
Recipients:    rt-users at lists.fsck.com
Subject:  rt-users digest, Vol 1 #738 - 16 msgs

Message from rt-users-admin at lists.fsck.com was quarantined because it
contained banned content.



This message contains information from Equifax, Inc. which may be
confidential and privileged.  If you are not an intended recipient, please
refrain from any disclosure, copying, distribution or use of this
information and note that such actions are prohibited.  If you have
received this transmission in error, please notify by e:mail
postmaster at equifax.com.




From maniezhilan at naturesoft.net  Thu Jul 18 09:32:18 2002
From: maniezhilan at naturesoft.net (maniezhilan)
Date: Thu, 18 Jul 2002 19:02:18 +0530
Subject: [rt-users] Date Configuration...?
Message-ID: <3D36C362.C271744D@naturesoft.net>

Hi all,

I have a problem, may be silly...can any one help me out?

1.  Can I set the starts, started, due date for a Queue or it has to be
done manually for each ticket by the Queue Admin?

2. How to set it for a ticket?

3. Will this date specification will be informed to the Requestor via
RT?

Thanks and Regards,

J.Mani Ezhilan.




From jgoerzen at complete.org  Fri Jul 19 09:55:55 2002
From: jgoerzen at complete.org (John Goerzen)
Date: Fri, 19 Jul 2002 08:55:55 -0500
Subject: [rt-users] Creating users?
Message-ID: <20020719135555.GL21514@complete.org>

Hello,

I am looking at setting up RT2 for some Free Software projects.  It looks
great in every respect excecpt one: I cannot figure out how to allow people
to create accounts for themselves on the website.  I want this capability,
similar to what bugzilla provides, so that anyone can participate in the
discussions.

How can I do this with RT2?

Thanks,
John Goerzen

Note: please CC me on replies as I'm not subscribed to this list.

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



From alex at conostix.com  Fri Jul 19 16:59:15 2002
From: alex at conostix.com (Alexandre Dulaunoy)
Date: Fri, 19 Jul 2002 22:59:15 +0200 (CEST)
Subject: [rt-users] Strange Install Problem
In-Reply-To: <OF8858E4AB.FB3C13DD-ON88256BFB.0071FCD6@arccores.com>
Message-ID: <Pine.LNX.4.44.0207192257020.7618-100000@gilmore.ael.be>

	I got the same issue. It was the version of HTML::Mason, you 
should have an old version like 1.0.5. (check www.masonhq.com)

	I hope that rt will can use the new version of HTML::Mason soon.

	Any date ? 

	adulau

On Fri, 19 Jul 2002 Bryant.Taylor at arc.com wrote:

> RT Guru's,
>      I have been using RT for the last 3 years, and have upgraded with flaw...
> Now, for some reason or another I seem to be having a very strange problem. I
> have RTFM, and it didn't give me any clues so that's why I'm emailing the
> list..
> 
> Please help..
> 
> Here's the issue.
> I'm running RH 7.3 box with a custom perl install 5.6.1 with suid script set
> to yes. I installed apache 1.3.26 with mod_perl.. all went great and installed
> just fine.
> I then got the most current version of RT from fsck and it installed without a
> glitch.
> 
> The problem however is this.
> 
> I get
> [user at helpdesk]#> ./apachectl configtest
> Variable "$m" is not imported at /usr/local/rt2/bin/webmux.pl line 94.
> [Fri Jul 19 17:49:34 2002] [error] Global symbol "$m" requires explicit
> package name at /usr/local/rt2/bin/webmux.pl line 94.
> Compilation failed in require at (eval 6) line 1.
> 
> What;s going on? I'm lost...
> 
> Thanks for all your help, in advance... :)
> 
> 
> Bryant
> 
> 
> Unless otherwise expressly stated, this message does not create or vary any
> contractual relationship between you and ARC International.  The contents of
> this e-mail may be confidential and if you have received it in error, please
> delete it from your system, destroy any hard copies and telephone the above
> number.  Incoming e-mails to ARC may be subject to monitoring other than by
> the addressee.
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 




From IPTunnel at cariaccess.com  Tue Jul 23 11:59:04 2002
From: IPTunnel at cariaccess.com (IPTunnel)
Date: Tue, 23 Jul 2002 11:59:04 -0400
Subject: [rt-users] problems running rt-mailgate
Message-ID: <3D3D7D48.7030907@cariaccess.com>

hello i am running

RT 2.0.13
linux  2.4.18-3
perl, v5.6.1

rt-mailgate does not run from the command line i keep getting this error

readline() on unopened filehandle DATA at 
/usr/lib/perl5/site_perl/5.6.1/MIME/WordDecoder.pm line 579.


can anyone offer any suggestions?

thanks
maj




From gauthier at tiscali.net  Wed Jul 24 10:12:03 2002
From: gauthier at tiscali.net (Damien Gauthier)
Date: Wed, 24 Jul 2002 16:12:03 +0200
Subject: [rt-users] help on template in RT
Message-ID: <C13E64F5D13FD511825A00E018CAA4775D8122@nets01>

Dear sir,

I'm making template and i need to include the last comment of the ticket and
a keyword. How can i do that ?

I need also to change the automatic search criteria when i click on a queue.

Thanks for your answer

Regards

Damien Gauthier



From kirk.shi at net-infinity.net  Wed Jul 24 21:51:39 2002
From: kirk.shi at net-infinity.net (kirk.shi)
Date: Thu, 25 Jul 2002 09:51:39 +0800
Subject: [rt-users] How can I install rt2?
Message-ID: <002e01c2337d$eb738420$e600000a@nioffice.netinfinity.net>

Evevy time I install a new server(rd72). Some pkgs needed by rt were
automaticly installed in the server. Oh so good!!
But other pkgs  couldn't be install in the server from CPAN.The 
propmts always are :
((
Looks good
.........
Running make test
  Make had some problems, maybe interrupted? Won't test
Running make install
  Make had some problems, maybe interrupted? Won't install 
))

WHY !!!???
Help me !

Best regards,

Kirk Shi

From kirk.shi at net-infinity.net  Wed Jul 24 21:59:49 2002
From: kirk.shi at net-infinity.net (kirk.shi)
Date: Thu, 25 Jul 2002 09:59:49 +0800
Subject: [rt-users] Why?
Message-ID: <003801c2337f$0e1c15e0$e600000a@nioffice.netinfinity.net>

Every time I install modules for rt,blow discriptions will always come out

/usr/bin/perl Makefile.PL 
Checking if your kit is complete...
Looks good
Writing Makefile for CPAN
==> Your Makefile has been rebuilt. <==
==> Please rerun the make command.  <==
false


Best regards,

Kirk Shi

From azeezsv at hotmail.com  Sun Jul 28 01:55:09 2002
From: azeezsv at hotmail.com (Azeez Seerae)
Date: Sun, 28 Jul 2002 00:55:09 -0500
Subject: [rt-users] RT Installation Problem
Message-ID: <LAW2-F61Qgni0H2BTx30001f75b@hotmail.com>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020728/076811aa/attachment.htm>

From ryanm at pacificcoast.net  Mon Jul 29 16:07:03 2002
From: ryanm at pacificcoast.net (Ryan Morben)
Date: Mon, 29 Jul 2002 13:07:03 -0700
Subject: [rt-users] Trying to fix a broken install of RT2.0.13
In-Reply-To: <20020729152400.B24186@lafferty.ca>
References: <200207261504.49958.rt2trouble@morben.ca> <200207290936.09343.rt2trouble@morben.ca> <20020729152400.B24186@lafferty.ca>
Message-ID: <200207291307.03433.ryanm@pacificcoast.net>

On July 29, 2002 12:24 pm, Rich Lafferty wrote:
> On Mon, Jul 29, 2002 at 09:36:09AM -0700, RT2 Troubles 
<rt2trouble at morben.ca> wrote:
> > I understand the idea of this discussion group attempting to get everyone
> > to buy support before offering assistance.
>
> That's not the idea of this list at all. This is a bunch of volunteers
> doing things that they find interesting. Generally, "I've screwed
> things up, could someone please bail me out?" isn't something very
> interesting to work on, so there's no reason to /expect/ anything of
> this list. The *only* way you can expect support is to pay for it, and
> now you need to figure out what your time is worth to you.

Wow.. people "expect" things from a mailing list? Lets get some rope and when 
we find someone that "expects" something we'll hang 'em real good! I'm with 
you there, don't know who isn't, and I'm curious why you mentioned it? 
Perhaps I confused you or didn't word my queries properly. Sorry if that's 
the case.

> In other words, it's not "before offering assistance". If no-one
> offers assistance, it's because they don't want to, or
> can't. Suggesting that you buy support is orthogonal to that --
> suggesting that *since* you're not getting the help you need here,
> thre's an alternative. That you haven't bought support has nothing
> at all to do with whether or not people here will help.

Suggesting that I buy support is "like a matrix whose transpose equals its 
inverse" ?  Hmm.. Perhaps to you.. But to me it just seems like the option of 
pay support is very obvious, and someone who has made it this far is likely 
to be well aware of the option. To reply with "you could buy help for this", 
is fine, as I said, but not only am I aware of the option, I've gone as far 
as to have private discussions with Jesse about it. I'm simply letting all 
the long-term list readers know that I've considered that option. 

> For instance, you wrote
>
> > > > Anyone want to mock my process and perhaps suggest a better method of
> > > > getting RT to resume sending mail when I reply to a message?
>
> That would mean that someone would have to either set up an entirely
> new RT instance just to help you solve your problem -- and even then
> would have to count on making the same error you made that broke
> everything -- or to put their production or development RT instance at
> risk by doing things that are known to break it.  There's really no
> incentive for anyone to do that, so you have to create an incentive,
> and one tends to create that sort of incentive by paying someone else
> to do it.

I may be misunderstanding this, but have you ever fixed a problem by calling 
on the experience of others? If I thought the only way to fix my problem, 
with a commonly used piece of software, on an even more comonly used OS, was 
to re-create the problem, I wouldn't of even posted. Again, I don't know 
where you derive your line of thought, but I actually find it weird that a 
wise man would only assume one method of fixing a problem exists. I want 
feedback from people with experience, even if it's just hints like, "Oh I had 
something like that happen, it was a bug with...blah..blah..".. 

> (Were I you, though, I'd just start over.)
>
>   -Rich

As I said, and I believe it's an understatement, we really don't think a lot 
alike. Thanks for your suggestion on restarting from scratch, I've actually 
considered that, but I'll add your vote to my thought process.

- Ryan



From Nicolas.Mailhot at laposte.net  Wed Jul 31 04:07:29 2002
From: Nicolas.Mailhot at laposte.net (Nicolas Mailhot)
Date: 31 Jul 2002 10:07:29 +0200
Subject: [rt-users] rt-2-0-14, Red Hat 7.3 and CGI::Cookie 1.20 requirement
Message-ID: <1028102851.9011.1.camel@ulysse>

[Re-send since the first one didn't seem to make it to the list]

Hi,

	I'm currently trying to build a clean set of rpms for rt install on RH
7.3 (I would be happy to contribute the resulting rpms/srpms/spec files
once it's done btw).

	Clean means no repackaging of modules that are provided by the base
distro, some attempt at correct inter-rpm dependencies, etc.

	Now I've run into the following problem : CGI::Cookie is provided by
the perl-CGI core Red Hat rpm, and is strongly linked to the perl
version, so upgrading it would mean major trashing of the perl install.
I have no wish to do so, I can build a limbo/rawhide/highly instable
server as well as anyone else but I'd like to install rt on an existing
production server without breaking everything else.

	Red Hat 7.3 packages perl 5.6.1, which provides CGI::Cookie 1.18. Given
Red Hat's history of .0 releases it will be on production servers for a
*long* time. Is there any known problem with this version of CGI::Cookie
and rt, or was 1.20 just the latest CGI::Cookie version tested ?

	(please CC me as I'm not subscribed to the list)

	Regards,

-- 
Nicolas Mailhot
-------------- next part --------------
A non-text attachment was scrubbed...
Name: signature.asc
Type: application/pgp-signature
Size: 189 bytes
Desc: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020731/92f7697f/attachment.sig>