From pdh at snapgear.com  Sat Jun  1 07:39:27 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Sat, 1 Jun 2002 21:39:27 +1000
Subject: [rt-users] AutoTake - where?
In-Reply-To: <Pine.LNX.4.44.0205312129190.25421-100000@x22.ripe.net>
References: <00f801c208a9$bcaa0730$0b16160a@Desktop> <Pine.LNX.4.44.0205312129190.25421-100000@x22.ripe.net>
Message-ID: <20020601113927.GK364@luggage>

Bruce Campbell wrote:
> There is a problem with AutoTake in that when it fires when the action was
> triggered from the WebUI, the WebUI resets the owner information back to
> what it was.  This problem does not occur from the mail interface, which
> is our primary usage of the ScripAction.

I posted a patch to webrt/Ticket/Update.pm to rt-devel on
April 25; I subsequently decided it was Too Damn Ugly and
rewrote it. See attached.

(This will make the WebUI default the owner to the current
user if said user has the right to own the ticket, and the
ticket was previously owned by Nobody.)
-------------- next part --------------
Index: Update.html
===================================================================
RCS file: /cvs/local/rt/webrt/Ticket/Update.html,v
retrieving revision 1.1.1.3
diff -u -r1.1.1.3 Update.html
--- Update.html	23 Jan 2002 00:47:58 -0000	1.1.1.3
+++ Update.html	1 Jun 2002 11:31:46 -0000
 <td>
 <& /Elements/SelectStatus, Name=>"Status", Default => $DefaultStatus &>
 Owner:  
-<& /Elements/SelectOwner, Name=>"Owner", Default => $Ticket->OwnerObj->Id(), QueueObj => $Ticket->QueueObj, TicketObj => $Ticket &>
+<& /Elements/SelectOwner, Name=>"Owner", Default => $DefaultOwner, QueueObj => $Ticket->QueueObj, TicketObj => $Ticket &>
 Worked: <input size=4 name="UpdateTimeWorked"> minutes</td></tr>
 <tr><td align=right>Update Type:</td>
 <td><select name="UpdateType">
@@ -73,6 +72,7 @@
 my $CanRespond = 0;
 my $CanComment = 0;
 my $title;
+my $DefaultOwner;
 
 my $Ticket = LoadTicket($id);
 
@@ -91,6 +91,16 @@
 my $ResponseDefault=$Action eq "Respond" ? "SELECTED" : "";
 
 $DefaultStatus = $Ticket->Status() unless ($DefaultStatus);
+
+if ($Ticket->OwnerObj->Id == $RT::Nobody->Id() &&
+	$session{'CurrentUser'}->HasQueueRight(Right => 'OwnTicket',
+						QueueObj => $Ticket->QueueObj,
+						TicketObj => $Ticket)) {
+	$DefaultOwner=$session{'CurrentUser'}->Id;
+} else {
+	$DefaultOwner=$Ticket->OwnerObj->Id();
+	
+}
 
 $CanRespond = 1 if ( $Ticket->CurrentUserHasRight('ReplyToTicket') or
                      $Ticket->CurrentUserHasRight('ModifyTicket') ); 

From pdh at snapgear.com  Sat Jun  1 07:47:55 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Sat, 1 Jun 2002 21:47:55 +1000
Subject: [rt-users] AutoTake - where?
In-Reply-To: <20020601113927.GK364@luggage>
References: <00f801c208a9$bcaa0730$0b16160a@Desktop> <Pine.LNX.4.44.0205312129190.25421-100000@x22.ripe.net> <20020601113927.GK364@luggage>
Message-ID: <20020601114755.GM364@luggage>

Phil Homewood wrote:
> I posted a patch to webrt/Ticket/Update.pm to rt-devel on
> April 25; I subsequently decided it was Too Damn Ugly and
> rewrote it. See attached.

Ack, and that patch got garbled, it seems. Try this one.

-------------- next part --------------
Index: Update.html
===================================================================
RCS file: /cvs/local/rt/webrt/Ticket/Update.html,v
retrieving revision 1.1.1.3
diff -u -r1.1.1.3 Update.html
--- Update.html	23 Jan 2002 00:47:58 -0000	1.1.1.3
+++ Update.html	1 Jun 2002 11:46:31 -0000
@@ -33,7 +32,7 @@
 <td>
 <& /Elements/SelectStatus, Name=>"Status", Default => $DefaultStatus &>
 Owner:  
-<& /Elements/SelectOwner, Name=>"Owner", Default => $Ticket->OwnerObj->Id(), QueueObj => $Ticket->QueueObj, TicketObj => $Ticket &>
+<& /Elements/SelectOwner, Name=>"Owner", Default => $DefaultOwner, QueueObj => $Ticket->QueueObj, TicketObj => $Ticket &>
 Worked: <input size=4 name="UpdateTimeWorked"> minutes</td></tr>
 <tr><td align=right>Update Type:</td>
 <td><select name="UpdateType">
@@ -73,6 +72,7 @@
 my $CanRespond = 0;
 my $CanComment = 0;
 my $title;
+my $DefaultOwner;
 
 my $Ticket = LoadTicket($id);
 
@@ -91,6 +91,15 @@
 my $ResponseDefault=$Action eq "Respond" ? "SELECTED" : "";
 
 $DefaultStatus = $Ticket->Status() unless ($DefaultStatus);
+if ($Ticket->OwnerObj->Id == $RT::Nobody->Id() &&
+	$session{'CurrentUser'}->HasQueueRight(Right => 'OwnTicket',
+						QueueObj => $Ticket->QueueObj,
+						TicketObj => $Ticket)) {
+	$DefaultOwner=$session{'CurrentUser'}->Id;
+} else {
+	$DefaultOwner=$Ticket->OwnerObj->Id();
+	
+}
 
 $CanRespond = 1 if ( $Ticket->CurrentUserHasRight('ReplyToTicket') or
                      $Ticket->CurrentUserHasRight('ModifyTicket') ); 

From list at opaia.de  Sun Jun  2 10:29:41 2002
From: list at opaia.de (Sascha Teifke)
Date: Sun, 02 Jun 2002 16:29:41 +0200
Subject: [rt-users] Problems during "make install"
In-Reply-To: <20020601091123.GA67607@ns2.wananchi.com>
Message-ID: <200206021427.g52ERpe24528@Apollo06.plusserver.de>

Here is the complete dump of what happens when I run "make install"
I run the script as root.

============ 8< ==============
testhost:~/tts # 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' 'rt' create
Now creating a database for RT.
Enter the mysql password for root:
Creating mysql database rt.
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!!'"topsecret"'g;\
                        s'!!DB_RT_HOST!!'"localhost"'g;\
                        s'!!DB_RT_USER!!'"rt"'g;\
                        s'!!DB_DATABASE!!'"rt"'g;" //opt/rt2/etc/acl.mysql
bin/initacls.mysql '/usr' 'localhost' '' 'root' 'topsecret' 'rt' '//opt/rt2/etc/acl.mysql'
make: execvp: bin/initacls.mysql: Permission denied
make: *** [acls] Error 127
testhost:~/tts #
============ 8< ==============

On Sat, 1 Jun 2002 12:11:23 +0300, Odhiambo Washington wrote:

>* Sascha Teifke <list at opaia.de> [20020530 23:50]: wrote:
>> Hello List,
>> 
>> strictly following the installation manual the following error occured after
>> "make install"
>> 
>> ========8<============ SNIP
>> make: execvp: bin/initacls.mysql: Permission denied
>> make: *** [acls] Error 127
>> ========8<============ SNAP
>
>
>Were you running as the 'root' user?
>
>
>-Wash
>
>-- 
>Odhiambo Washington  <wash at wananchi.com>    "The box said 'Requires
>Wananchi Online Ltd.  www.wananchi.com      Windows 95, NT, or better,'
>Tel: 254 2 313985-9   Fax: 254 2 313922     so I installed FreeBSD."   
>GSM: 254 72 743 223   GSM: 254 733 744 121  This sig is McQ!  :-)
>
>
>"We demand rigidly defined areas of doubt and uncertainty!"
>		-- Vroomfondel
>






From pdh at snapgear.com  Sun Jun  2 21:42:32 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 3 Jun 2002 11:42:32 +1000
Subject: [rt-users] Problems during "make install"
In-Reply-To: <200206021427.g52ERpe24528@Apollo06.plusserver.de>
References: <20020601091123.GA67607@ns2.wananchi.com> <200206021427.g52ERpe24528@Apollo06.plusserver.de>
Message-ID: <20020603014232.GP367@luggage>

Sascha Teifke wrote:
> make: execvp: bin/initacls.mysql: Permission denied

what does

ls -l bin/initacls.mysql

show? Are you using NFS at all?



From sebastian at flothow.de  Mon Jun  3 06:30:34 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Mon, 3 Jun 2002 12:30:34 +0200
Subject: [rt-users] RT doesn't decode attachment file names
Message-ID: <a05100313b920f4948672@[217.185.65.247]>

One of our transactions has an attachment with the name
"FS BIO =?iso-8859-1?Q?PR=C4SENTIERT2=2Edoc?=" - RT (or whatever 
module RT uses for MIME parsing) obviously forgot to decode this.

Is this caused by a problem in my installation, or is it a bug? If 
it's a bug, where/how do I report it?


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



From bruce_campbell at ripe.net  Mon Jun  3 09:09:31 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 3 Jun 2002 15:09:31 +0200 (CEST)
Subject: [rt-users] RT doesn't decode attachment file names
In-Reply-To: <a05100313b920f4948672@[217.185.65.247]>
Message-ID: <Pine.LNX.4.44.0206031450110.25421-100000@x22.ripe.net>

On Mon, 3 Jun 2002, Sebastian Flothow wrote:

> One of our transactions has an attachment with the name
> "FS BIO =?iso-8859-1?Q?PR=C4SENTIERT2=2Edoc?=" - RT (or whatever
> module RT uses for MIME parsing) obviously forgot to decode this.

Depends, are you running any mods to deal with non-us-ascii charsets (the
iso-8859-1 bit) ?  (which normally don't touch the apparent filename)

> Is this caused by a problem in my installation, or is it a bug? If
> it's a bug, where/how do I report it?

To report a bug in RT, you must first obtain two chickens, three brown
eggs, 12 black candles and a well thumbed copy of the MySQL reference
manual.  On page 666 of this document is a small footnote describing what
to do with two chickens and 3 eggs.  Some extra equipment may be required,
and your local kitchen supply store is the best bet for this.

Once you have enjoyed your repast (for it is written, do not attempt to
report a bug on an empty stomach), log onto your computer using the 12
candles arranged in a careful floral arrangement for illumination.
Depending on your $LOCALE, curious side effects may occur in an attempt to
distract you.  Do not let these edge daemons divert you from your
annointed task.

With great care and precision, that is, fully and carefully, describe in
full the problem to the best of your ability in an email to
'rt-2.0-bugs at fsck.com'.  Through the magic of RT itself, right before your
very eyes, a ticket number will be generated.

A horde of daemons will then try to replicate your bug (gene splicing on
these babies is a hard job, let me tell you!), and will eventually respond
with one of 'that sounds like bug #1234 or a varient thereof, try [complex
notation]' or 'hrm, thats a new one, try [complex notation]'.

Once you have received [complex notation], you will require further
Illumination.  Begin with Trimethylxanthine[1], then proceed up your
preferred stimulant chain until Illumination is thus achieved.

( or in other words, find out as much as you can about the bug, and dash
  it off to rt-2.0-bugs at fsck.com )

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

[1] Caffiene for those not keeping up with basic biochemistry.




From mgrubb at fifthvision.net  Mon Jun  3 12:46:27 2002
From: mgrubb at fifthvision.net (Michael Grubb)
Date: Mon, 3 Jun 2002 11:46:27 -0500
Subject: Fwd: [rt-users] Execute Arbitrary Perl Script on resolve
In-Reply-To: <Pine.LNX.4.44.0205310902470.29721-100000@tiger.gbdirect.co.uk>
References: <Pine.LNX.4.44.0205310902470.29721-100000@tiger.gbdirect.co.uk>
Message-ID: <200206031146.27595.mgrubb@fifthvision.net>

Yes, You could,
I had forgotten the do "function", it would be a better solution.
than the open, while, close, eval. method.
But as I said in my post,
I was in a rush and  I threw that solution together to help.


On Friday 31 May 2002 03:06, Smylers wrote:
> Yesterday Michael Grubb wrote:
> > Anyway if you *REALLY* want to just execute external perl code you
> > could do something like this:  <snip>
> >
> > # {{{ sub Prepare
> > sub Prepare  {
> >     my $self = shift;
> >     open(EXTPRG, "<" . $self->Argument()) or return 0;
> >     while(<EXTPRG>) { $prog_txt .= $_ }
> >     close(EXTPRG) or return 0;
> >     return 1;
> > }
> > # }}}
> >
> > sub Commit {
> >     my $self = shift;
> >     eval $prog_txt;
>
> Surely the above open, while, close, and eval can be simplified to:
>
>   do $self->Argument();
>
> Possibly you'd want to make sure the external script always returns true
> if it succeeds, so that the return code gets propagated properly.
>
> Smylers




From chris at slt.sel.sony.com  Mon Jun  3 18:24:48 2002
From: chris at slt.sel.sony.com (Christopher)
Date: Mon, 3 Jun 2002 15:24:48 -0700 (PDT)
Subject: [rt-users] Totaly at a loss!
Message-ID: <200206032224.g53MOmH17097@slt.sel.sony.com>

Hi Everybody, I am trying to get running RT 2.0.13, on Solaris 8 Sparc, perl 
5.60, and mysqladmin  Ver 8.23 Distrib 3.23.45, for sun-solaris2.8.

I seem to be having a problem I just can't seem to nail down (during initial 
install)


I managed to install Mysql, build the initial databases, and change the 
passwords for root at localhost, root at kiku (my server name) with no problem.

Next I configured my apachie server to recognise the /rt alias:

       Alias /rt "/usr/local/rt2/WebRT/html"
       PerlRequire /usr/local/rt2/bin/webmux.pl
       <Location /rt>
        SetHandler perl-script
         PerlHandler RT::Mason
       </Location>
  
Next I installed all of the dependencies for the RT system.

Last of all I modified the Makefile, and did the "make install" on the rt 
software.  All went well, with no errors or problems.  I shutdown my apache 
server and restarted it to pull in the new Alias. 

Now when I go to the /rt alias the login screen comes up.  I try logging into 
the web interface, with root, and the root password that I put in the config.pm, 
and Makefile when I built RT, well it doesn't accept it.  I gives no errors 
(either on the screen, in the apache error log), it just pops you right back to 
the login screen again.  I have spend the last 2 weeks, reinstalling everything 
several times, fudging around with the config.pm, dumping the databases, and 
recreating them, playing with the authentication, reinstalling mysql, rt, as 
well as ALL of perl, and the perl modules.  I still am getting the same thing.  
If someone could look at my config.pm, and above information and let me know if 
I am doing something really stupid, I would greatly Appreciate it! 


config.pm (user configuration area, I have cut off the rest of it For this 
email).  Please also note, I have changed the password fields. . . 

####################################
$rtname="slt.sel.sony.com";  

# You should set this to your organization's DNS domain. For example,
# fsck.com or asylum.arkham.ma.us. It's used by the linking interface to 
# guarantee that ticket URIs are unique and easy to construct.

$Organization = "slt.sel.sony.com.com";

# $user_passwd_min defines the minimum length for user passwords. Setting
# it to 0 disables this check
$MinimumPasswordLength = "5";

# $Timezone is used to convert times entered by users into GMT and back again
# It should be set to a timezone recognized by your local unix box.
$Timezone =  'US/Pacific'; 

# LogDir is where RT writes its logfiles.
# This directory should be writable by your rt group
$LogDir = "/tmp";

# }}}

# {{{ Database Configuration

# Database driver beeing used - i.e. MySQL.
$DatabaseType="mysql";

# The domain name of your database server
# If you're running mysql and it's on localhost,
# leave it blank for enhanced performance
$DatabaseHost="";

# The port that your database server is running on.  Ignored unless it's 
# a positive integer. It's usually safe to leave this blank
$DatabasePort="";


#The name of the database user (inside the database) 
$DatabaseUser='rt_user';

# Password the DatabaseUser should use to access the database
$DatabasePassword ='RT_USER_PASS';


# The name of the RT's database on your database server
$DatabaseName='rt2';

# If you're using Postgres and have compiled in SSL support, 
# set DatabaseRequireSSL to 1 to turn on SSL communication
# $DatabaseRequireSSL=undef;

# }}}

# {{{ Incoming mail gateway configuration


# OwnerEmail is the address of a human who manages RT. RT will send
# errors generated by the mail gateway to this address.  This address
# should _not_ be an address that's managed by your RT instance.

$OwnerEmail = 'sysadmin at slt.sel.sony.com';

# If $LoopsToRTOwner is defined, RT will send mail that it believes 
# might be a loop to $RT::OwnerEmail 

$LoopsToRTOwner = 1;

# If $StoreLoopss is defined, RT will record messages that it believes 
# to be part of mail loops.
# As it does this, it will try to be careful not to send mail to the 
# sender of these messages 

$StoreLoops = 0;


# $MaxAttachmentSize sets the maximum size (in bytes) of attachments stored
# in the database. 

# For mysql and oracle, we set this size at 10 megabytes.
# If you're running a postgres version earlier than 7.1, you will need
# to drop this to 8192. (8k)

$MaxAttachmentSize = 10000000;  

# $TruncateLongAttachments: if this is set to a non-undef value,
# RT will truncate attachments longer than MaxAttachmentLength. 

$TruncateLongAttachments = 0;


# $DropLongAttachments: if this is set to a non-undef value,
# RT will silently drop attachments longer than MaxAttachmentLength. 

$DropLongAttachments = 0;

# If $ParseNewMessageForTicketCcs is true, RT will attempt to divine
# Ticket 'Cc' watchers from the To and Cc lines of incoming messages
# Be forewarned that if you have _any_ addresses which forward mail to
# RT automatically and you enable this option without modifying 
# "IsRTAddress" below, you will get yourself into a heap of trouble.
# And well, this is free software, so there isn't a warrantee, but
# I disclaim all ability to help you if you do enable this without
# modifying IsRTAddress below.

$ParseNewMessageForTicketCcs = 0;

# IsRTAddress is used to make sure RT doesn't add itself as a ticket CC if
# the setting above is enabled.

sub IsRTAddress {
    my $address = shift;

    # Example: the following rule would tell RT not to Cc 
    #   "tickets at noc.example.com"
    # return(1) if ($address =~ /^tickets\@noc.example.com$/i);
    
    return(undef)
}

# CanonicalizeAddress converts email addresses into canonical form.
# it takes one email address in and returns the proper canonical
# form. You can dump whatever your proper local config is in here

sub CanonicalizeAddress {
    my $email = shift;
    # Example: the following rule would treat all email
    # coming from a subdomain as coming from second level domain
    # foo.com
    #$email =~ s/\@(.*).foo.com/\@foo.com/;
    return ($email)
}

# If $LookupSenderInExternalDatabase is defined, RT will attempt to
# verify the incoming message sender with a known source, using the 
# LookupExternalUserInfo routine below

$LookupSenderInExternalDatabase = 0;

# If $SenderMustExistInExternalDatabase is true, RT will refuse to
# create non-privileged accounts for unknown users if you are using 
# the "LookupSenderInExternalDatabase" option.
# Instead, an error message will be mailed and RT will forward the 
# message to $RTOwner.
#
# If you are not using $LookupSenderInExternalDatabase, this option
# has no effect.
#
# If you define an AutoRejectRequest template, RT will use this   
# template for the rejection message.

$SenderMustExistInExternalDatabase = 0;

# LookupExternalUserInfo is a site-definable method for synchronizing
# incoming users with an external data source. 
#
# This routine takes a tuple of EmailAddress and FriendlyName
#       EmailAddress is the user's email address, ususally taken from
#               an email message's From: header.
#       FriendlyName is a freeform string, ususally taken from the "comment" 
#               portion of an email message's From: header.
#
# It returns (FoundInExternalDatabase, ParamHash);
#
#   FoundInExternalDatabase must  be set to 1 before return if the user was
#   found in the external database.
#
#   ParamHash is a Perl parameter hash which can contain at least the following
#   fields. These fields are used to populate RT's users database when the user 
#   is created
#
#       EmailAddress is the email address that RT should use for this user.  
#       Name is the 'Name' attribute RT should use for this user. 
#            'Name' is used for things like access control and user lookups.
#       RealName is what RT should display as the user's name when displaying 
#            'friendly' names

sub LookupExternalUserInfo {
  my ($EmailAddress, $RealName) = @_;

  my $FoundInExternalDatabase = 1;
  my %params = {};
  
  #Name is the RT username you want to use for this user.
  $params{'sysadmin'} = $EmailAddress;
  $params{'sysadmin at slt.sel.sony.com'} = $EmailAddress;
  $params{'Systems Administrator'} = $RealName;

  # See RT's contributed code for examples.
  # http://www.fsck.com/pub/rt/contrib/
  return ($FoundInExternalDatabase, %params); 
}

# }}}

# {{{ Outgoing mail configuration

# RT is designed such that any mail which already has a ticket-id associated
# with it will get to the right place automatically.

# $CorrespondAddress and $CommentAddress are the default addresses 
# that will be listed in From: and Reply-To: headers of correspondence
# and comment mail tracked by RT, unless overridden by a queue-specific
# address. 

$CorrespondAddress='sysadmin at slt.sel.sony.com';

$CommentAddress='sysadmin at slt.sel.sony.com';


#Sendmail Configuration

# $MailCommand defines which method RT will use to try to send mail
# We know that 'sendmail' works fairly well.
# If 'sendmail' doesn't work well for you, try 'sendmailpipe' 
# But note that you have to configure $SendmailPath and add a -t 
# to $SendmailArguments

$MailCommand = 'sendmail';

# $SendmailArguments defines what flags to pass to $Sendmail
# assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand above.
# If you picked 'sendmailpipe', you MUST add a -t flag to $SendmailArguments

# These options are good for most sendmail wrappers and workalikes
$SendmailArguments="-oi";

# These arguments are good for sendmail brand sendmail 8 and newer
#$SendmailArguments="-oi -ODeliveryMode=b -OErrorMode=m";

# If you selected 'sendmailpipe' above, you MUST specify the path
# to your sendmail binary in $SendmailPath.  
# !! If you did not # select 'sendmailpipe' above, this has no effect!!
$SendmailPath = "/usr/sbin/sendmail";

# RT can optionally set a "Friendly" 'To:' header when sending messages to 
# Ccs or AdminCcs (rather than having a blank 'To:' header.

# This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL
# If you are using sendmail, rather than postfix, qmail, exim or some other MTA,
# you _must_ disable this option.

$UseFriendlyToLine = 0;


# }}}

# {{{ Logging

# Logging.  The default is to log anything except debugging
# information to a logfile.  Check the Log::Dispatch POD for
# information about how to get things by syslog, mail or anything
# else, get debugging info in the log, etc. 

#  It might generally make
# sense to send error and higher by email to some administrator. 
# If you do this, be careful that this email isn't sent to this RT instance.


# the minimum level error that will be logged to the specific device.
# levels from lowest to highest:  
#  debug info notice warning error critical alert emergency 


#  Mail loops will generate a critical log message.

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

# }}}

# {{{ Web interface configuration



# Define the directory name to be used for images in rt web
# documents.

# If you're putting the web ui somewhere other than at the root of
# your server
# $WebPath requires a leading / but no trailing /     

$WebPath = "/rt";

# This is the Scheme, server and port for constructing urls to webrt
# $WebBaseURL doesn't need a trailing /                                                                            

$WebBaseURL = "http://kiku.slt.sel.sony.com:80";

$WebURL = $WebBaseURL . $WebPath . "/";



# $WebImagesURL points to the base URL where RT can find its images.
# If you're running the FastCGI version of the RT web interface,
# you should make RT's WebRT/html/NoAuth/images directory available on 
# a static web server and supply that URL as $WebImagesURL.

$WebImagesURL = $WebURL."/NoAuth/images/";

# $RTLogoURL points to the URL of the RT logo displayed in the web UI

$LogoURL = $WebImagesURL."rt.jpg";

# If $WebExternalAuth is defined, RT will defer to the environment's
# REMOTE_USER variable.

#$WebExternalAuth = undef;

# $MasonComponentRoot is where your rt instance keeps its mason html files
# (this should be autoconfigured during 'make install' or 'make upgrade')

$MasonComponentRoot = "/usr/local/rt2/WebRT/html";

# $MasonLocalComponentRoot is where your rt instance keeps its site-local
# mason html files.
# (this should be autoconfigured during 'make install' or 'make upgrade')

$MasonLocalComponentRoot = "/usr/local/rt2/local/WebRT/html";

# $MasonDataDir Where mason keeps its datafiles
# (this should be autoconfigured during 'make install' or 'make upgrade')

$MasonDataDir = "/usr/local/rt2/WebRT/data";

# RT needs to put session data (for preserving state between connections
# via the web interface)
$MasonSessionDir = "/usr/local/rt2/WebRT/sessiondata";



#This is from tobias' prototype web search UI. it may stay and it may go.
%WebOptions=
    (
     # This is for putting in more user-actions at the Transaction
     # bar.  I will typically add "Enter bug in Bugzilla" here.:
     ExtraTransactionActions => sub { return ""; },

     # Here you can modify the list view.  Be aware that the web
     # interface might crash if TicketAttribute is wrongly set.
     
     QueueListingCols => 
      [
       { Header     => 'Id',
         TicketLink => 1,
         TicketAttribute => 'Id'
         },

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


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



       { Header => 'Told',
         TicketAttribute => 'ToldObj->AgeAsString'
         },

       { Header => 'Age',
         TicketAttribute => 'CreatedObj->AgeAsString'
         },

       { Header => 'Last',
         TicketAttribute => 'LastUpdatedObj->AgeAsString'
         },

       # TODO: It would be nice with a link here to the Owner and all
       # other request owned by this Owner.
       { Header => 'Owner',
         TicketAttribute => 'OwnerObj->Name'
       },
   
 
       { Header     => 'Take',
         TicketLink => 1,
         Constant   => 'Take',
         ExtraLinks => '&Action=Take'
         },

      ]
     );

# }}}

# {{{ RT Linking Interface

# $TicketBaseURI is the Base path of the URI for local tickets

# You shouldn't need to touch this. it's used to link tickets both locally
# and remotely

$TicketBaseURI = "fsck.com-rt://$Organization/$rtname/ticket/";

# A hash table of conversion subs to be used for transforming RT Link
# URIs to URLs in the web interface.  If you want to use RT towards
# locally installed databases, this is the right place to configure it.

%URI2HTTP=
    (
      'http' => sub {return @_;},
      'https' => sub {return @_;},
      'ftp' => sub {return @_;},
     'fsck.com-rt' => sub {warn "stub!";},
     'mozilla.org-bugzilla' => sub {warn "stub!"},
     'fsck.com-kb' => sub {warn "stub!"}
     );


# A hash table of subs for fetching content from an URI
%ContentFromURI=   
    (
     'fsck.com-rt' => sub {warn "stub!";},
     'mozilla.org-bugzilla' => sub {warn "stub!"},
     'fsck.com-kb' => sub {warn "stub!"}
     );

# }}}

# {{{ No User servicable parts inside 

##############################


Regards,

Christopher D. Frazee
Systems Administrator
Sony Electronics
(408) 955-4696





From phil at ipom.com  Mon Jun  3 18:28:17 2002
From: phil at ipom.com (Phil Dibowitz)
Date: Mon, 03 Jun 2002 15:28:17 -0700
Subject: [rt-users] Problems with logs and things breaking
Message-ID: <3CFBED81.8000809@ipom.com>

It seems if /var/log/rt2/ isn't owned by 'alias' then qmail can't pass mail to 
support at ourdomain.com.

It also seems that if /var/log/rt2/ isn't owned by 'nobody' the web interface 
doesn't work.

It can't be owned by both. I've tried alias:nobody with 2775 perms, but that 
still doesn't work. How do I get around this?

Phil
-- 
"They that can give up essential liberty to obtain a little temporary safety 
deserve neither liberty nor safety."
-Benjamin Franklin, 1759




From seph at commerceflow.com  Mon Jun  3 19:13:37 2002
From: seph at commerceflow.com (seph)
Date: 03 Jun 2002 16:13:37 -0700
Subject: [rt-users] Totaly at a loss!
In-Reply-To: Christopher's message of "Mon, 3 Jun 2002 15:24:48 -0700 (PDT)"
References: <200206032224.g53MOmH17097@slt.sel.sony.com>
Message-ID: <6y4rgkklb2.fsf@seph.commerceflow.com>

it sounds like you missed the critical step of changing the RT root
user's password from the install default to whatever you like. RT's
concept of users is very different that mysql's.

This has certainly been discussed on the mailing list several times,
and can be found in the Install guide at:
http://www.fsck.com/rtfm/article.html?id=2#9

seph

Christopher <chris at slt.sel.sony.com> writes:

> Hi Everybody, I am trying to get running RT 2.0.13, on Solaris 8 Sparc, perl 
> 5.60, and mysqladmin  Ver 8.23 Distrib 3.23.45, for sun-solaris2.8.
> 
> I seem to be having a problem I just can't seem to nail down (during initial 
> install)
> 
> 
> I managed to install Mysql, build the initial databases, and change the 
> passwords for root at localhost, root at kiku (my server name) with no problem.
> 
> Next I configured my apachie server to recognise the /rt alias:
> 
>        Alias /rt "/usr/local/rt2/WebRT/html"
>        PerlRequire /usr/local/rt2/bin/webmux.pl
>        <Location /rt>
>         SetHandler perl-script
>          PerlHandler RT::Mason
>        </Location>
>   
> Next I installed all of the dependencies for the RT system.
> 
> Last of all I modified the Makefile, and did the "make install" on the rt 
> software.  All went well, with no errors or problems.  I shutdown my apache 
> server and restarted it to pull in the new Alias. 
> 
> Now when I go to the /rt alias the login screen comes up.  I try logging into 
> the web interface, with root, and the root password that I put in the config.pm, 
> and Makefile when I built RT, well it doesn't accept it.  I gives no errors 
> (either on the screen, in the apache error log), it just pops you right back to 
> the login screen again.  I have spend the last 2 weeks, reinstalling everything 
> several times, fudging around with the config.pm, dumping the databases, and 
> recreating them, playing with the authentication, reinstalling mysql, rt, as 
> well as ALL of perl, and the perl modules.  I still am getting the same thing.  
> If someone could look at my config.pm, and above information and let me know if 
> I am doing something really stupid, I would greatly Appreciate it! 
> 
> 
> config.pm (user configuration area, I have cut off the rest of it For this 
> email).  Please also note, I have changed the password fields. . . 
> 
> ####################################
> $rtname="slt.sel.sony.com";  
> 
> # You should set this to your organization's DNS domain. For example,
> # fsck.com or asylum.arkham.ma.us. It's used by the linking interface to 
> # guarantee that ticket URIs are unique and easy to construct.
> 
> $Organization = "slt.sel.sony.com.com";
> 
> # $user_passwd_min defines the minimum length for user passwords. Setting
> # it to 0 disables this check
> $MinimumPasswordLength = "5";
> 
> # $Timezone is used to convert times entered by users into GMT and back again
> # It should be set to a timezone recognized by your local unix box.
> $Timezone =  'US/Pacific'; 
> 
> # LogDir is where RT writes its logfiles.
> # This directory should be writable by your rt group
> $LogDir = "/tmp";
> 
> # }}}
> 
> # {{{ Database Configuration
> 
> # Database driver beeing used - i.e. MySQL.
> $DatabaseType="mysql";
> 
> # The domain name of your database server
> # If you're running mysql and it's on localhost,
> # leave it blank for enhanced performance
> $DatabaseHost="";
> 
> # The port that your database server is running on.  Ignored unless it's 
> # a positive integer. It's usually safe to leave this blank
> $DatabasePort="";
> 
> 
> #The name of the database user (inside the database) 
> $DatabaseUser='rt_user';
> 
> # Password the DatabaseUser should use to access the database
> $DatabasePassword ='RT_USER_PASS';
> 
> 
> # The name of the RT's database on your database server
> $DatabaseName='rt2';
> 
> # If you're using Postgres and have compiled in SSL support, 
> # set DatabaseRequireSSL to 1 to turn on SSL communication
> # $DatabaseRequireSSL=undef;
> 
> # }}}
> 
> # {{{ Incoming mail gateway configuration
> 
> 
> # OwnerEmail is the address of a human who manages RT. RT will send
> # errors generated by the mail gateway to this address.  This address
> # should _not_ be an address that's managed by your RT instance.
> 
> $OwnerEmail = 'sysadmin at slt.sel.sony.com';
> 
> # If $LoopsToRTOwner is defined, RT will send mail that it believes 
> # might be a loop to $RT::OwnerEmail 
> 
> $LoopsToRTOwner = 1;
> 
> # If $StoreLoopss is defined, RT will record messages that it believes 
> # to be part of mail loops.
> # As it does this, it will try to be careful not to send mail to the 
> # sender of these messages 
> 
> $StoreLoops = 0;
> 
> 
> # $MaxAttachmentSize sets the maximum size (in bytes) of attachments stored
> # in the database. 
> 
> # For mysql and oracle, we set this size at 10 megabytes.
> # If you're running a postgres version earlier than 7.1, you will need
> # to drop this to 8192. (8k)
> 
> $MaxAttachmentSize = 10000000;  
> 
> # $TruncateLongAttachments: if this is set to a non-undef value,
> # RT will truncate attachments longer than MaxAttachmentLength. 
> 
> $TruncateLongAttachments = 0;
> 
> 
> # $DropLongAttachments: if this is set to a non-undef value,
> # RT will silently drop attachments longer than MaxAttachmentLength. 
> 
> $DropLongAttachments = 0;
> 
> # If $ParseNewMessageForTicketCcs is true, RT will attempt to divine
> # Ticket 'Cc' watchers from the To and Cc lines of incoming messages
> # Be forewarned that if you have _any_ addresses which forward mail to
> # RT automatically and you enable this option without modifying 
> # "IsRTAddress" below, you will get yourself into a heap of trouble.
> # And well, this is free software, so there isn't a warrantee, but
> # I disclaim all ability to help you if you do enable this without
> # modifying IsRTAddress below.
> 
> $ParseNewMessageForTicketCcs = 0;
> 
> # IsRTAddress is used to make sure RT doesn't add itself as a ticket CC if
> # the setting above is enabled.
> 
> sub IsRTAddress {
>     my $address = shift;
> 
>     # Example: the following rule would tell RT not to Cc 
>     #   "tickets at noc.example.com"
>     # return(1) if ($address =~ /^tickets\@noc.example.com$/i);
>     
>     return(undef)
> }
> 
> # CanonicalizeAddress converts email addresses into canonical form.
> # it takes one email address in and returns the proper canonical
> # form. You can dump whatever your proper local config is in here
> 
> sub CanonicalizeAddress {
>     my $email = shift;
>     # Example: the following rule would treat all email
>     # coming from a subdomain as coming from second level domain
>     # foo.com
>     #$email =~ s/\@(.*).foo.com/\@foo.com/;
>     return ($email)
> }
> 
> # If $LookupSenderInExternalDatabase is defined, RT will attempt to
> # verify the incoming message sender with a known source, using the 
> # LookupExternalUserInfo routine below
> 
> $LookupSenderInExternalDatabase = 0;
> 
> # If $SenderMustExistInExternalDatabase is true, RT will refuse to
> # create non-privileged accounts for unknown users if you are using 
> # the "LookupSenderInExternalDatabase" option.
> # Instead, an error message will be mailed and RT will forward the 
> # message to $RTOwner.
> #
> # If you are not using $LookupSenderInExternalDatabase, this option
> # has no effect.
> #
> # If you define an AutoRejectRequest template, RT will use this   
> # template for the rejection message.
> 
> $SenderMustExistInExternalDatabase = 0;
> 
> # LookupExternalUserInfo is a site-definable method for synchronizing
> # incoming users with an external data source. 
> #
> # This routine takes a tuple of EmailAddress and FriendlyName
> #       EmailAddress is the user's email address, ususally taken from
> #               an email message's From: header.
> #       FriendlyName is a freeform string, ususally taken from the "comment" 
> #               portion of an email message's From: header.
> #
> # It returns (FoundInExternalDatabase, ParamHash);
> #
> #   FoundInExternalDatabase must  be set to 1 before return if the user was
> #   found in the external database.
> #
> #   ParamHash is a Perl parameter hash which can contain at least the following
> #   fields. These fields are used to populate RT's users database when the user 
> #   is created
> #
> #       EmailAddress is the email address that RT should use for this user.  
> #       Name is the 'Name' attribute RT should use for this user. 
> #            'Name' is used for things like access control and user lookups.
> #       RealName is what RT should display as the user's name when displaying 
> #            'friendly' names
> 
> sub LookupExternalUserInfo {
>   my ($EmailAddress, $RealName) = @_;
> 
>   my $FoundInExternalDatabase = 1;
>   my %params = {};
>   
>   #Name is the RT username you want to use for this user.
>   $params{'sysadmin'} = $EmailAddress;
>   $params{'sysadmin at slt.sel.sony.com'} = $EmailAddress;
>   $params{'Systems Administrator'} = $RealName;
> 
>   # See RT's contributed code for examples.
>   # http://www.fsck.com/pub/rt/contrib/
>   return ($FoundInExternalDatabase, %params); 
> }
> 
> # }}}
> 
> # {{{ Outgoing mail configuration
> 
> # RT is designed such that any mail which already has a ticket-id associated
> # with it will get to the right place automatically.
> 
> # $CorrespondAddress and $CommentAddress are the default addresses 
> # that will be listed in From: and Reply-To: headers of correspondence
> # and comment mail tracked by RT, unless overridden by a queue-specific
> # address. 
> 
> $CorrespondAddress='sysadmin at slt.sel.sony.com';
> 
> $CommentAddress='sysadmin at slt.sel.sony.com';
> 
> 
> #Sendmail Configuration
> 
> # $MailCommand defines which method RT will use to try to send mail
> # We know that 'sendmail' works fairly well.
> # If 'sendmail' doesn't work well for you, try 'sendmailpipe' 
> # But note that you have to configure $SendmailPath and add a -t 
> # to $SendmailArguments
> 
> $MailCommand = 'sendmail';
> 
> # $SendmailArguments defines what flags to pass to $Sendmail
> # assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand above.
> # If you picked 'sendmailpipe', you MUST add a -t flag to $SendmailArguments
> 
> # These options are good for most sendmail wrappers and workalikes
> $SendmailArguments="-oi";
> 
> # These arguments are good for sendmail brand sendmail 8 and newer
> #$SendmailArguments="-oi -ODeliveryMode=b -OErrorMode=m";
> 
> # If you selected 'sendmailpipe' above, you MUST specify the path
> # to your sendmail binary in $SendmailPath.  
> # !! If you did not # select 'sendmailpipe' above, this has no effect!!
> $SendmailPath = "/usr/sbin/sendmail";
> 
> # RT can optionally set a "Friendly" 'To:' header when sending messages to 
> # Ccs or AdminCcs (rather than having a blank 'To:' header.
> 
> # This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL
> # If you are using sendmail, rather than postfix, qmail, exim or some other MTA,
> # you _must_ disable this option.
> 
> $UseFriendlyToLine = 0;
> 
> 
> # }}}
> 
> # {{{ Logging
> 
> # Logging.  The default is to log anything except debugging
> # information to a logfile.  Check the Log::Dispatch POD for
> # information about how to get things by syslog, mail or anything
> # else, get debugging info in the log, etc. 
> 
> #  It might generally make
> # sense to send error and higher by email to some administrator. 
> # If you do this, be careful that this email isn't sent to this RT instance.
> 
> 
> # the minimum level error that will be logged to the specific device.
> # levels from lowest to highest:  
> #  debug info notice warning error critical alert emergency 
> 
> 
> #  Mail loops will generate a critical log message.
> 
> $LogToScreen = 'debug';
> $LogToFile = 'debug';
> $LogToFileNamed = "$LogDir/rt.log.".$$.".".$<; #log to rt.log.<pid>.<user>
> 
> # }}}
> 
> # {{{ Web interface configuration
> 
> 
> 
> # Define the directory name to be used for images in rt web
> # documents.
> 
> # If you're putting the web ui somewhere other than at the root of
> # your server
> # $WebPath requires a leading / but no trailing /     
> 
> $WebPath = "/rt";
> 
> # This is the Scheme, server and port for constructing urls to webrt
> # $WebBaseURL doesn't need a trailing /                                                                            
> 
> $WebBaseURL = "http://kiku.slt.sel.sony.com:80";
> 
> $WebURL = $WebBaseURL . $WebPath . "/";
> 
> 
> 
> # $WebImagesURL points to the base URL where RT can find its images.
> # If you're running the FastCGI version of the RT web interface,
> # you should make RT's WebRT/html/NoAuth/images directory available on 
> # a static web server and supply that URL as $WebImagesURL.
> 
> $WebImagesURL = $WebURL."/NoAuth/images/";
> 
> # $RTLogoURL points to the URL of the RT logo displayed in the web UI
> 
> $LogoURL = $WebImagesURL."rt.jpg";
> 
> # If $WebExternalAuth is defined, RT will defer to the environment's
> # REMOTE_USER variable.
> 
> #$WebExternalAuth = undef;
> 
> # $MasonComponentRoot is where your rt instance keeps its mason html files
> # (this should be autoconfigured during 'make install' or 'make upgrade')
> 
> $MasonComponentRoot = "/usr/local/rt2/WebRT/html";
> 
> # $MasonLocalComponentRoot is where your rt instance keeps its site-local
> # mason html files.
> # (this should be autoconfigured during 'make install' or 'make upgrade')
> 
> $MasonLocalComponentRoot = "/usr/local/rt2/local/WebRT/html";
> 
> # $MasonDataDir Where mason keeps its datafiles
> # (this should be autoconfigured during 'make install' or 'make upgrade')
> 
> $MasonDataDir = "/usr/local/rt2/WebRT/data";
> 
> # RT needs to put session data (for preserving state between connections
> # via the web interface)
> $MasonSessionDir = "/usr/local/rt2/WebRT/sessiondata";
> 
> 
> 
> #This is from tobias' prototype web search UI. it may stay and it may go.
> %WebOptions=
>     (
>      # This is for putting in more user-actions at the Transaction
>      # bar.  I will typically add "Enter bug in Bugzilla" here.:
>      ExtraTransactionActions => sub { return ""; },
> 
>      # Here you can modify the list view.  Be aware that the web
>      # interface might crash if TicketAttribute is wrongly set.
>      
>      QueueListingCols => 
>       [
>        { Header     => 'Id',
>          TicketLink => 1,
>          TicketAttribute => 'Id'
>          },
> 
>       { Header     => 'Subject',
>          TicketAttribute => 'Subject'
>          },
>        { Header => 'Requestor(s)',
>          TicketAttribute => 'RequestorsAsString'
>          },
>        { Header => 'Status',
>          TicketAttribute => 'Status'
>          },
> 
> 
>        { Header => 'Queue',
>          TicketAttribute => 'QueueObj->Name'
>          },
> 
> 
> 
>        { Header => 'Told',
>          TicketAttribute => 'ToldObj->AgeAsString'
>          },
> 
>        { Header => 'Age',
>          TicketAttribute => 'CreatedObj->AgeAsString'
>          },
> 
>        { Header => 'Last',
>          TicketAttribute => 'LastUpdatedObj->AgeAsString'
>          },
> 
>        # TODO: It would be nice with a link here to the Owner and all
>        # other request owned by this Owner.
>        { Header => 'Owner',
>          TicketAttribute => 'OwnerObj->Name'
>        },
>    
>  
>        { Header     => 'Take',
>          TicketLink => 1,
>          Constant   => 'Take',
>          ExtraLinks => '&Action=Take'
>          },
> 
>       ]
>      );
> 
> # }}}
> 
> # {{{ RT Linking Interface
> 
> # $TicketBaseURI is the Base path of the URI for local tickets
> 
> # You shouldn't need to touch this. it's used to link tickets both locally
> # and remotely
> 
> $TicketBaseURI = "fsck.com-rt://$Organization/$rtname/ticket/";
> 
> # A hash table of conversion subs to be used for transforming RT Link
> # URIs to URLs in the web interface.  If you want to use RT towards
> # locally installed databases, this is the right place to configure it.
> 
> %URI2HTTP=
>     (
>       'http' => sub {return @_;},
>       'https' => sub {return @_;},
>       'ftp' => sub {return @_;},
>      'fsck.com-rt' => sub {warn "stub!";},
>      'mozilla.org-bugzilla' => sub {warn "stub!"},
>      'fsck.com-kb' => sub {warn "stub!"}
>      );
> 
> 
> # A hash table of subs for fetching content from an URI
> %ContentFromURI=   
>     (
>      'fsck.com-rt' => sub {warn "stub!";},
>      'mozilla.org-bugzilla' => sub {warn "stub!"},
>      'fsck.com-kb' => sub {warn "stub!"}
>      );
> 
> # }}}
> 
> # {{{ No User servicable parts inside 
> 
> ##############################
> 
> 
> Regards,
> 
> Christopher D. Frazee
> Systems Administrator
> Sony Electronics
> (408) 955-4696
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From seph at commerceflow.com  Mon Jun  3 19:21:56 2002
From: seph at commerceflow.com (seph)
Date: 03 Jun 2002 16:21:56 -0700
Subject: [rt-users] Problems with logs and things breaking
In-Reply-To: Phil Dibowitz's message of "Mon, 03 Jun 2002 15:28:17 -0700"
References: <3CFBED81.8000809@ipom.com>
Message-ID: <6yznycj6cr.fsf@seph.commerceflow.com>

generally the log directory is owned by group rt, is group writable,
and the users that your MTA and web server run as are in rt group. It
sounds like you didn't set up your unix groups right.

seph


Phil Dibowitz <phil at ipom.com> writes:

> It seems if /var/log/rt2/ isn't owned by 'alias' then qmail can't pass mail to 
> support at ourdomain.com.
> 
> It also seems that if /var/log/rt2/ isn't owned by 'nobody' the web interface 
> doesn't work.
> 
> It can't be owned by both. I've tried alias:nobody with 2775 perms, but that 
> still doesn't work. How do I get around this?
> 
> Phil
> -- 
> "They that can give up essential liberty to obtain a little temporary safety 
> deserve neither liberty nor safety."
> -Benjamin Franklin, 1759
> 
> 
> _______________________________________________
> 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 phil at ipom.com  Mon Jun  3 19:33:57 2002
From: phil at ipom.com (Phil Dibowitz)
Date: Mon, 03 Jun 2002 16:33:57 -0700
Subject: [rt-users] Problems with logs and things breaking
References: <3CFBED81.8000809@ipom.com> <6yznycj6cr.fsf@seph.commerceflow.com>
Message-ID: <3CFBFCE5.3020906@ipom.com>

seph wrote:

> generally the log directory is owned by group rt, is group writable,
> and the users that your MTA and web server run as are in rt group. It
> sounds like you didn't set up your unix groups right.
> 


Stupid me. Group rt!! Got it. Thanks. =)

Phil
-- 
"They that can give up essential liberty to obtain a little temporary safety 
deserve neither liberty nor safety."
-Benjamin Franklin, 1759




From frussell at msi.com.au  Mon Jun  3 20:40:59 2002
From: frussell at msi.com.au (Frances Russell)
Date: Tue, 4 Jun 2002 10:40:59 +1000
Subject: [rt-users] statistics package
Message-ID: <000a01c20b60$7fda15c0$1f01a8c0@adminpc31>

I found a lot of references in the archive to a statistics package written
by Simon Cozens. But the attachment (a file named stats.tar.gz) doesn't seem
to be included in the archive.

Can anyone direct me to where I can get this, or perhaps send it to me?

I am interested in any other reporting tools for RT that may be available as
well.

Thanks in advance

Frances




From jason at englanders.cc  Mon Jun  3 21:47:27 2002
From: jason at englanders.cc (Jason Englander)
Date: Mon, 3 Jun 2002 21:47:27 -0400 (EDT)
Subject: [rt-users] statistics package
In-Reply-To: <000a01c20b60$7fda15c0$1f01a8c0@adminpc31>
Message-ID: <Pine.LNX.4.44.0206032147020.19169-100000@mrhanky.englanders.cc>

On Tue, 4 Jun 2002, Frances Russell wrote:

> I found a lot of references in the archive to a statistics package written
> by Simon Cozens. But the attachment (a file named stats.tar.gz) doesn't seem
> to be included in the archive.
>
> Can anyone direct me to where I can get this, or perhaps send it to me?

http://users.ox.ac.uk/~simon/stats.tar.gz

-- 
Jason Englander
jason at englanders.cc






From bruce_campbell at ripe.net  Tue Jun  4 05:03:57 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 4 Jun 2002 11:03:57 +0200 (CEST)
Subject: [rt-users] RT doesn't decode attachment file names
In-Reply-To: <a05100313b920f4948672@[217.185.65.247]>
Message-ID: <Pine.LNX.4.44.0206041059510.25421-100000@x22.ripe.net>

On Mon, 3 Jun 2002, Sebastian Flothow wrote:

> One of our transactions has an attachment with the name
> "FS BIO =?iso-8859-1?Q?PR=C4SENTIERT2=2Edoc?=" - RT (or whatever
> module RT uses for MIME parsing) obviously forgot to decode this.
>
> Is this caused by a problem in my installation, or is it a bug? If
> it's a bug, where/how do I report it?

And on a serious note, a few flaws in MIME::Tools has just been reported
to Bugtraq (Florian probably knows this already ;) ), including:

	Problem 3: Incorrect concatenation of encoded MIME words.
	MIME::Tools does not remove the space from this example:

        	(=?ISO-8859-1?Q?a?= =?ISO-8859-1?Q?b?=)

	to yield (ab); instead, it yields "(a b)"  Some MUA's use encoded MIME
	words in the Content-Type or Content-Disposition fields.  Although
	this is specifically disallowed by RFC 2047, again, some Windoze mail
	clients may make the "obvious" interpretation and decode the words.

So, not a bug with RT, but the underlying module it depends on.

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







From ddm at skillsoft.com  Tue Jun  4 10:20:42 2002
From: ddm at skillsoft.com (Derek D. Martin)
Date: Tue, 4 Jun 2002 10:20:42 -0400
Subject: [rt-users] RT doesn't decode attachment file names
In-Reply-To: <Pine.LNX.4.44.0206041059510.25421-100000@x22.ripe.net>
References: <a05100313b920f4948672@[217.185.65.247]> <Pine.LNX.4.44.0206041059510.25421-100000@x22.ripe.net>
Message-ID: <20020604142042.GA5586@skillsoft.com>

On Tue, Jun 04, 2002 at 11:03:57AM +0200, Bruce Campbell wrote:
> On Mon, 3 Jun 2002, Sebastian Flothow wrote:
> 
> > One of our transactions has an attachment with the name
> > "FS BIO =?iso-8859-1?Q?PR=C4SENTIERT2=2Edoc?=" - RT (or whatever
> > module RT uses for MIME parsing) obviously forgot to decode this.
[SNIP]
> 	words in the Content-Type or Content-Disposition fields.  Although
> 	this is specifically disallowed by RFC 2047, again, some Windoze mail
> 	clients may make the "obvious" interpretation and decode the words.
> 
> So, not a bug with RT, but the underlying module it depends on.

Not even so much a bug with the module, as it is yet another failure
of Microsoft to comply with Internet standards...

-- 
Derek Martin
Lead Network Engineer
ddm at skillsoft.com
(603)324-3000 x516



From ddm at skillsoft.com  Tue Jun  4 11:25:59 2002
From: ddm at skillsoft.com (Derek D. Martin)
Date: Tue, 4 Jun 2002 11:25:59 -0400
Subject: [rt-users] Changing queues
Message-ID: <20020604152559.GB5586@skillsoft.com>

Is there a scrip condition associated specifically with a ticket
changing queues?  I'd like to have adminCCs notified when a ticket
comes into the queue from a different queue, but we don't want to
receive e-mail every time the status of the message changes.  

Thanks

-- 
Derek Martin
Lead Network Engineer
ddm at skillsoft.com
(603)324-3000 x516



From bruce_campbell at ripe.net  Tue Jun  4 11:45:05 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 4 Jun 2002 17:45:05 +0200 (CEST)
Subject: [rt-users] Changing queues
In-Reply-To: <20020604152559.GB5586@skillsoft.com>
Message-ID: <Pine.LNX.4.44.0206041744130.25421-100000@x22.ripe.net>

On Tue, 4 Jun 2002, Derek D. Martin wrote:

> Is there a scrip condition associated specifically with a ticket
> changing queues?  I'd like to have adminCCs notified when a ticket
> comes into the queue from a different queue, but we don't want to
> receive e-mail every time the status of the message changes.

Yes,

http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/ScripConditions/OnQueueChange/

(phew)

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




From davidchu at aol.net  Tue Jun  4 11:58:48 2002
From: davidchu at aol.net (David Chu)
Date: Tue, 4 Jun 2002 11:58:48 -0400
Subject: [rt-users] strange $RT::WebPath results
Message-ID: <000d01c20be0$b734b5e0$8918000a@PCSN716606>

I am making some modifications to ShowTransaction and it turned out that I
needed to add the $RT::WebPath to all instances of href links in
ShowTransaction.  This works fine for everything except sometimes a
mysterious "/%/" is appended to my $RT::Webpath.  Notably, this occurs on
the first transaction only.  So for example below, it would generate:
"/rt/%/" rather than just "/rt/".  However, on subsequent calls to
ShowTransaction, everything works fine.  Has anyone else experienced
something similar?

Below is code from ShowTransaction that I have modified.



# If the transaction has anything attached to it at all
if ($Transaction->Message->First && $ShowTitleBarCommands) {
 if ($Transaction->TicketObj->CurrentUserHasRight('ReplyToTicket')) {
  $titlebar_commands .=

######Below is the line that is funky
      "[<a href=\"" . <% $RT::WebPath %> . "/Ticket/Update.html?id=".


    $Transaction->Ticket . "&QuoteTransaction=".$Transaction->Id.
    "&Action=Respond\">Reply</a>]&nbsp;";
 }
 if ($Transaction->TicketObj->CurrentUserHasRight('CommentOnTicket')) {
      $titlebar_commands .=
      "[<a href=\"" . <% $RT::WebPath %> .
"/Ticket/Update.html?id=".$Transaction->Ticket.
      "&QuoteTransaction=".$Transaction->Id.
      "&Action=Comment\">Comment</a>]";
 }
}

</%INIT>

-david

-----------------------------------
David C. Chu
Network Tools Intern
America Online
-----------------------------------




From chris at slt.sel.sony.com  Tue Jun  4 12:40:08 2002
From: chris at slt.sel.sony.com (Christopher)
Date: Tue, 4 Jun 2002 09:40:08 -0700 (PDT)
Subject: [rt-users] Totaly at a loss!
Message-ID: <200206041640.g54Ge8H01013@slt.sel.sony.com>

I finally figured it out.  Just for kicks, I read through the instructions line 
by line, for the millionth time, and found something I did not see before:

Mod_Perl, needs to be installed with the EVERYTHING=1 switch.  Once I did this, 
it all ran fine.

Thanks for the feedback guys.

-Chris

>X-Authentication-Warning: fs.auctionflow.com: Host seph.auctionflow.com 
[10.0.0.21] claimed to be seph.commerceflow.com
>To: Christopher <chris at slt.sel.sony.com>
>Cc: rt-users at lists.fsck.com
>Subject: Re: [rt-users] Totaly at a loss!
>From: seph <seph at commerceflow.com>
>Date: 03 Jun 2002 16:13:37 -0700
>User-Agent: Gnus/5.0803 (Gnus v5.8.3) Emacs/20.7
>MIME-Version: 1.0
>
>it sounds like you missed the critical step of changing the RT root
>user's password from the install default to whatever you like. RT's
>concept of users is very different that mysql's.
>
>This has certainly been discussed on the mailing list several times,
>and can be found in the Install guide at:
>http://www.fsck.com/rtfm/article.html?id=2#9
>
>seph
>
>Christopher <chris at slt.sel.sony.com> writes:
>
>> Hi Everybody, I am trying to get running RT 2.0.13, on Solaris 8 Sparc, perl 
>> 5.60, and mysqladmin  Ver 8.23 Distrib 3.23.45, for sun-solaris2.8.
>> 
>> I seem to be having a problem I just can't seem to nail down (during initial 
>> install)
>> 
>> 
>> I managed to install Mysql, build the initial databases, and change the 
>> passwords for root at localhost, root at kiku (my server name) with no problem.
>> 
>> Next I configured my apachie server to recognise the /rt alias:
>> 
>>        Alias /rt "/usr/local/rt2/WebRT/html"
>>        PerlRequire /usr/local/rt2/bin/webmux.pl
>>        <Location /rt>
>>         SetHandler perl-script
>>          PerlHandler RT::Mason
>>        </Location>
>>   
>> Next I installed all of the dependencies for the RT system.
>> 
>> Last of all I modified the Makefile, and did the "make install" on the rt 
>> software.  All went well, with no errors or problems.  I shutdown my apache 
>> server and restarted it to pull in the new Alias. 
>> 
>> Now when I go to the /rt alias the login screen comes up.  I try logging into 
>> the web interface, with root, and the root password that I put in the 
config.pm, 
>> and Makefile when I built RT, well it doesn't accept it.  I gives no errors 
>> (either on the screen, in the apache error log), it just pops you right back 
to 
>> the login screen again.  I have spend the last 2 weeks, reinstalling 
everything 
>> several times, fudging around with the config.pm, dumping the databases, and 
>> recreating them, playing with the authentication, reinstalling mysql, rt, as 
>> well as ALL of perl, and the perl modules.  I still am getting the same 
thing.  
>> If someone could look at my config.pm, and above information and let me know 
if 
>> I am doing something really stupid, I would greatly Appreciate it! 
>> 
>> 
>> config.pm (user configuration area, I have cut off the rest of it For this 
>> email).  Please also note, I have changed the password fields. . . 
>> 
>> ####################################
>> $rtname="slt.sel.sony.com";  
>> 
>> # You should set this to your organization's DNS domain. For example,
>> # fsck.com or asylum.arkham.ma.us. It's used by the linking interface to 
>> # guarantee that ticket URIs are unique and easy to construct.
>> 
>> $Organization = "slt.sel.sony.com.com";
>> 
>> # $user_passwd_min defines the minimum length for user passwords. Setting
>> # it to 0 disables this check
>> $MinimumPasswordLength = "5";
>> 
>> # $Timezone is used to convert times entered by users into GMT and back again
>> # It should be set to a timezone recognized by your local unix box.
>> $Timezone =  'US/Pacific'; 
>> 
>> # LogDir is where RT writes its logfiles.
>> # This directory should be writable by your rt group
>> $LogDir = "/tmp";
>> 
>> # }}}
>> 
>> # {{{ Database Configuration
>> 
>> # Database driver beeing used - i.e. MySQL.
>> $DatabaseType="mysql";
>> 
>> # The domain name of your database server
>> # If you're running mysql and it's on localhost,
>> # leave it blank for enhanced performance
>> $DatabaseHost="";
>> 
>> # The port that your database server is running on.  Ignored unless it's 
>> # a positive integer. It's usually safe to leave this blank
>> $DatabasePort="";
>> 
>> 
>> #The name of the database user (inside the database) 
>> $DatabaseUser='rt_user';
>> 
>> # Password the DatabaseUser should use to access the database
>> $DatabasePassword ='RT_USER_PASS';
>> 
>> 
>> # The name of the RT's database on your database server
>> $DatabaseName='rt2';
>> 
>> # If you're using Postgres and have compiled in SSL support, 
>> # set DatabaseRequireSSL to 1 to turn on SSL communication
>> # $DatabaseRequireSSL=undef;
>> 
>> # }}}
>> 
>> # {{{ Incoming mail gateway configuration
>> 
>> 
>> # OwnerEmail is the address of a human who manages RT. RT will send
>> # errors generated by the mail gateway to this address.  This address
>> # should _not_ be an address that's managed by your RT instance.
>> 
>> $OwnerEmail = 'sysadmin at slt.sel.sony.com';
>> 
>> # If $LoopsToRTOwner is defined, RT will send mail that it believes 
>> # might be a loop to $RT::OwnerEmail 
>> 
>> $LoopsToRTOwner = 1;
>> 
>> # If $StoreLoopss is defined, RT will record messages that it believes 
>> # to be part of mail loops.
>> # As it does this, it will try to be careful not to send mail to the 
>> # sender of these messages 
>> 
>> $StoreLoops = 0;
>> 
>> 
>> # $MaxAttachmentSize sets the maximum size (in bytes) of attachments stored
>> # in the database. 
>> 
>> # For mysql and oracle, we set this size at 10 megabytes.
>> # If you're running a postgres version earlier than 7.1, you will need
>> # to drop this to 8192. (8k)
>> 
>> $MaxAttachmentSize = 10000000;  
>> 
>> # $TruncateLongAttachments: if this is set to a non-undef value,
>> # RT will truncate attachments longer than MaxAttachmentLength. 
>> 
>> $TruncateLongAttachments = 0;
>> 
>> 
>> # $DropLongAttachments: if this is set to a non-undef value,
>> # RT will silently drop attachments longer than MaxAttachmentLength. 
>> 
>> $DropLongAttachments = 0;
>> 
>> # If $ParseNewMessageForTicketCcs is true, RT will attempt to divine
>> # Ticket 'Cc' watchers from the To and Cc lines of incoming messages
>> # Be forewarned that if you have _any_ addresses which forward mail to
>> # RT automatically and you enable this option without modifying 
>> # "IsRTAddress" below, you will get yourself into a heap of trouble.
>> # And well, this is free software, so there isn't a warrantee, but
>> # I disclaim all ability to help you if you do enable this without
>> # modifying IsRTAddress below.
>> 
>> $ParseNewMessageForTicketCcs = 0;
>> 
>> # IsRTAddress is used to make sure RT doesn't add itself as a ticket CC if
>> # the setting above is enabled.
>> 
>> sub IsRTAddress {
>>     my $address = shift;
>> 
>>     # Example: the following rule would tell RT not to Cc 
>>     #   "tickets at noc.example.com"
>>     # return(1) if ($address =~ /^tickets\@noc.example.com$/i);
>>     
>>     return(undef)
>> }
>> 
>> # CanonicalizeAddress converts email addresses into canonical form.
>> # it takes one email address in and returns the proper canonical
>> # form. You can dump whatever your proper local config is in here
>> 
>> sub CanonicalizeAddress {
>>     my $email = shift;
>>     # Example: the following rule would treat all email
>>     # coming from a subdomain as coming from second level domain
>>     # foo.com
>>     #$email =~ s/\@(.*).foo.com/\@foo.com/;
>>     return ($email)
>> }
>> 
>> # If $LookupSenderInExternalDatabase is defined, RT will attempt to
>> # verify the incoming message sender with a known source, using the 
>> # LookupExternalUserInfo routine below
>> 
>> $LookupSenderInExternalDatabase = 0;
>> 
>> # If $SenderMustExistInExternalDatabase is true, RT will refuse to
>> # create non-privileged accounts for unknown users if you are using 
>> # the "LookupSenderInExternalDatabase" option.
>> # Instead, an error message will be mailed and RT will forward the 
>> # message to $RTOwner.
>> #
>> # If you are not using $LookupSenderInExternalDatabase, this option
>> # has no effect.
>> #
>> # If you define an AutoRejectRequest template, RT will use this   
>> # template for the rejection message.
>> 
>> $SenderMustExistInExternalDatabase = 0;
>> 
>> # LookupExternalUserInfo is a site-definable method for synchronizing
>> # incoming users with an external data source. 
>> #
>> # This routine takes a tuple of EmailAddress and FriendlyName
>> #       EmailAddress is the user's email address, ususally taken from
>> #               an email message's From: header.
>> #       FriendlyName is a freeform string, ususally taken from the "comment" 
>> #               portion of an email message's From: header.
>> #
>> # It returns (FoundInExternalDatabase, ParamHash);
>> #
>> #   FoundInExternalDatabase must  be set to 1 before return if the user was
>> #   found in the external database.
>> #
>> #   ParamHash is a Perl parameter hash which can contain at least the 
following
>> #   fields. These fields are used to populate RT's users database when the 
user 
>> #   is created
>> #
>> #       EmailAddress is the email address that RT should use for this user.  
>> #       Name is the 'Name' attribute RT should use for this user. 
>> #            'Name' is used for things like access control and user lookups.
>> #       RealName is what RT should display as the user's name when displaying 
>> #            'friendly' names
>> 
>> sub LookupExternalUserInfo {
>>   my ($EmailAddress, $RealName) = @_;
>> 
>>   my $FoundInExternalDatabase = 1;
>>   my %params = {};
>>   
>>   #Name is the RT username you want to use for this user.
>>   $params{'sysadmin'} = $EmailAddress;
>>   $params{'sysadmin at slt.sel.sony.com'} = $EmailAddress;
>>   $params{'Systems Administrator'} = $RealName;
>> 
>>   # See RT's contributed code for examples.
>>   # http://www.fsck.com/pub/rt/contrib/
>>   return ($FoundInExternalDatabase, %params); 
>> }
>> 
>> # }}}
>> 
>> # {{{ Outgoing mail configuration
>> 
>> # RT is designed such that any mail which already has a ticket-id associated
>> # with it will get to the right place automatically.
>> 
>> # $CorrespondAddress and $CommentAddress are the default addresses 
>> # that will be listed in From: and Reply-To: headers of correspondence
>> # and comment mail tracked by RT, unless overridden by a queue-specific
>> # address. 
>> 
>> $CorrespondAddress='sysadmin at slt.sel.sony.com';
>> 
>> $CommentAddress='sysadmin at slt.sel.sony.com';
>> 
>> 
>> #Sendmail Configuration
>> 
>> # $MailCommand defines which method RT will use to try to send mail
>> # We know that 'sendmail' works fairly well.
>> # If 'sendmail' doesn't work well for you, try 'sendmailpipe' 
>> # But note that you have to configure $SendmailPath and add a -t 
>> # to $SendmailArguments
>> 
>> $MailCommand = 'sendmail';
>> 
>> # $SendmailArguments defines what flags to pass to $Sendmail
>> # assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand above.
>> # If you picked 'sendmailpipe', you MUST add a -t flag to $SendmailArguments
>> 
>> # These options are good for most sendmail wrappers and workalikes
>> $SendmailArguments="-oi";
>> 
>> # These arguments are good for sendmail brand sendmail 8 and newer
>> #$SendmailArguments="-oi -ODeliveryMode=b -OErrorMode=m";
>> 
>> # If you selected 'sendmailpipe' above, you MUST specify the path
>> # to your sendmail binary in $SendmailPath.  
>> # !! If you did not # select 'sendmailpipe' above, this has no effect!!
>> $SendmailPath = "/usr/sbin/sendmail";
>> 
>> # RT can optionally set a "Friendly" 'To:' header when sending messages to 
>> # Ccs or AdminCcs (rather than having a blank 'To:' header.
>> 
>> # This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL
>> # If you are using sendmail, rather than postfix, qmail, exim or some other 
MTA,
>> # you _must_ disable this option.
>> 
>> $UseFriendlyToLine = 0;
>> 
>> 
>> # }}}
>> 
>> # {{{ Logging
>> 
>> # Logging.  The default is to log anything except debugging
>> # information to a logfile.  Check the Log::Dispatch POD for
>> # information about how to get things by syslog, mail or anything
>> # else, get debugging info in the log, etc. 
>> 
>> #  It might generally make
>> # sense to send error and higher by email to some administrator. 
>> # If you do this, be careful that this email isn't sent to this RT instance.
>> 
>> 
>> # the minimum level error that will be logged to the specific device.
>> # levels from lowest to highest:  
>> #  debug info notice warning error critical alert emergency 
>> 
>> 
>> #  Mail loops will generate a critical log message.
>> 
>> $LogToScreen = 'debug';
>> $LogToFile = 'debug';
>> $LogToFileNamed = "$LogDir/rt.log.".$$.".".$<; #log to rt.log.<pid>.<user>
>> 
>> # }}}
>> 
>> # {{{ Web interface configuration
>> 
>> 
>> 
>> # Define the directory name to be used for images in rt web
>> # documents.
>> 
>> # If you're putting the web ui somewhere other than at the root of
>> # your server
>> # $WebPath requires a leading / but no trailing /     
>> 
>> $WebPath = "/rt";
>> 
>> # This is the Scheme, server and port for constructing urls to webrt
>> # $WebBaseURL doesn't need a trailing /                                                                            
>> 
>> $WebBaseURL = "http://kiku.slt.sel.sony.com:80";
>> 
>> $WebURL = $WebBaseURL . $WebPath . "/";
>> 
>> 
>> 
>> # $WebImagesURL points to the base URL where RT can find its images.
>> # If you're running the FastCGI version of the RT web interface,
>> # you should make RT's WebRT/html/NoAuth/images directory available on 
>> # a static web server and supply that URL as $WebImagesURL.
>> 
>> $WebImagesURL = $WebURL."/NoAuth/images/";
>> 
>> # $RTLogoURL points to the URL of the RT logo displayed in the web UI
>> 
>> $LogoURL = $WebImagesURL."rt.jpg";
>> 
>> # If $WebExternalAuth is defined, RT will defer to the environment's
>> # REMOTE_USER variable.
>> 
>> #$WebExternalAuth = undef;
>> 
>> # $MasonComponentRoot is where your rt instance keeps its mason html files
>> # (this should be autoconfigured during 'make install' or 'make upgrade')
>> 
>> $MasonComponentRoot = "/usr/local/rt2/WebRT/html";
>> 
>> # $MasonLocalComponentRoot is where your rt instance keeps its site-local
>> # mason html files.
>> # (this should be autoconfigured during 'make install' or 'make upgrade')
>> 
>> $MasonLocalComponentRoot = "/usr/local/rt2/local/WebRT/html";
>> 
>> # $MasonDataDir Where mason keeps its datafiles
>> # (this should be autoconfigured during 'make install' or 'make upgrade')
>> 
>> $MasonDataDir = "/usr/local/rt2/WebRT/data";
>> 
>> # RT needs to put session data (for preserving state between connections
>> # via the web interface)
>> $MasonSessionDir = "/usr/local/rt2/WebRT/sessiondata";
>> 
>> 
>> 
>> #This is from tobias' prototype web search UI. it may stay and it may go.
>> %WebOptions=
>>     (
>>      # This is for putting in more user-actions at the Transaction
>>      # bar.  I will typically add "Enter bug in Bugzilla" here.:
>>      ExtraTransactionActions => sub { return ""; },
>> 
>>      # Here you can modify the list view.  Be aware that the web
>>      # interface might crash if TicketAttribute is wrongly set.
>>      
>>      QueueListingCols => 
>>       [
>>        { Header     => 'Id',
>>          TicketLink => 1,
>>          TicketAttribute => 'Id'
>>          },
>> 
>>       { Header     => 'Subject',
>>          TicketAttribute => 'Subject'
>>          },
>>        { Header => 'Requestor(s)',
>>          TicketAttribute => 'RequestorsAsString'
>>          },
>>        { Header => 'Status',
>>          TicketAttribute => 'Status'
>>          },
>> 
>> 
>>        { Header => 'Queue',
>>          TicketAttribute => 'QueueObj->Name'
>>          },
>> 
>> 
>> 
>>        { Header => 'Told',
>>          TicketAttribute => 'ToldObj->AgeAsString'
>>          },
>> 
>>        { Header => 'Age',
>>          TicketAttribute => 'CreatedObj->AgeAsString'
>>          },
>> 
>>        { Header => 'Last',
>>          TicketAttribute => 'LastUpdatedObj->AgeAsString'
>>          },
>> 
>>        # TODO: It would be nice with a link here to the Owner and all
>>        # other request owned by this Owner.
>>        { Header => 'Owner',
>>          TicketAttribute => 'OwnerObj->Name'
>>        },
>>    
>>  
>>        { Header     => 'Take',
>>          TicketLink => 1,
>>          Constant   => 'Take',
>>          ExtraLinks => '&Action=Take'
>>          },
>> 
>>       ]
>>      );
>> 
>> # }}}
>> 
>> # {{{ RT Linking Interface
>> 
>> # $TicketBaseURI is the Base path of the URI for local tickets
>> 
>> # You shouldn't need to touch this. it's used to link tickets both locally
>> # and remotely
>> 
>> $TicketBaseURI = "fsck.com-rt://$Organization/$rtname/ticket/";
>> 
>> # A hash table of conversion subs to be used for transforming RT Link
>> # URIs to URLs in the web interface.  If you want to use RT towards
>> # locally installed databases, this is the right place to configure it.
>> 
>> %URI2HTTP=
>>     (
>>       'http' => sub {return @_;},
>>       'https' => sub {return @_;},
>>       'ftp' => sub {return @_;},
>>      'fsck.com-rt' => sub {warn "stub!";},
>>      'mozilla.org-bugzilla' => sub {warn "stub!"},
>>      'fsck.com-kb' => sub {warn "stub!"}
>>      );
>> 
>> 
>> # A hash table of subs for fetching content from an URI
>> %ContentFromURI=   
>>     (
>>      'fsck.com-rt' => sub {warn "stub!";},
>>      'mozilla.org-bugzilla' => sub {warn "stub!"},
>>      'fsck.com-kb' => sub {warn "stub!"}
>>      );
>> 
>> # }}}
>> 
>> # {{{ No User servicable parts inside 
>> 
>> ##############################
>> 
>> 
>> Regards,
>> 
>> Christopher D. Frazee
>> Systems Administrator
>> Sony Electronics
>> (408) 955-4696
>> 
>> 
>> 
>> _______________________________________________
>> 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 morel.mosolff at gmx.net  Tue Jun  4 18:29:56 2002
From: morel.mosolff at gmx.net (Morel Mosolff)
Date: Wed, 5 Jun 2002 00:29:56 +0200
Subject: [rt-users] show queues for all users
Message-ID: <200206050029.56513.morel.mosolff@gmx.net>


dear rt-users,

is there a way that one use (better a user of a specific group)  can see all 
queues (in the startpage)?
Actually a user can see only his own queues.

for example : A dispatcher want to see all unresolved tickets in all queues...

thank's a lot for any information,
morel




From cgilmore at tivoli.com  Tue Jun  4 19:02:14 2002
From: cgilmore at tivoli.com (Christian Gilmore)
Date: Tue, 4 Jun 2002 18:02:14 -0500
Subject: [rt-users] show queues for all users
In-Reply-To: <200206050029.56513.morel.mosolff@gmx.net>
Message-ID: <001001c20c1b$dec79fb0$69285492@tivoli.com>

Sure. Give that user or group the global right to SeeQueue.

Regards,
Christian

-----------------
Christian Gilmore
Technology Leader
GeT WW Global Applications Development
IBM Software Group


> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Morel Mosolff
> Sent: Tuesday, June 04, 2002 5:30 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] show queues for all users
> 
> 
> 
> 
> dear rt-users,
> 
> is there a way that one use (better a user of a specific 
> group)  can see all 
> queues (in the startpage)?
> Actually a user can see only his own queues.
> 
> for example : A dispatcher want to see all unresolved tickets 
> in all queues...
> 
> thank's a lot for any information,
> morel
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at 
http://fsck.com/rtfm




From rehan at nha.co.za  Wed Jun  5 03:32:45 2002
From: rehan at nha.co.za (Rehan van der Merwe)
Date: Wed, 5 Jun 2002 09:32:45 +0200
Subject: [rt-users] Urgent: "permission denied" / "Correspondence (probably) not recorded"
Message-ID: <FD2EC577E876CA418D08460A64646FBD017321EC@titan.nha.co.za>

Help please anyone who can:

I get  "permission denied" email upon any transaction recorded and on correspondence RT replies with a "Correspondence (probably) not recorded" message.
Correspondence is not recorded at all.

It just started acting up this morning, without anything notable being done to RT in the last days.

Thanks in advance,

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




From rt at netthink.co.uk  Wed Jun  5 03:38:20 2002
From: rt at netthink.co.uk (Simon Cozens)
Date: Wed, 5 Jun 2002 08:38:20 +0100
Subject: [rt-users] Urgent: "permission denied" / "Correspondence (probably) not recorded"
In-Reply-To: <FD2EC577E876CA418D08460A64646FBD017321EC@titan.nha.co.za>
References: <FD2EC577E876CA418D08460A64646FBD017321EC@titan.nha.co.za>
Message-ID: <20020605073820.GA1636@netthink.co.uk>

Rehan van der Merwe:
> Help please anyone who can:

If it's that urgent, you might consider whether or not you need a support
contract from Best Practical...

> I get  "permission denied" email upon any transaction recorded and on correspondence RT replies with a "Correspondence (probably) not recorded" message.
 
Most likely you're trying to correspond on a ticket with a different email
address from the requestor, or you don't have the right ACLs to allow
"Everyone" to correspond on a ticket. Hard to say without further details.

-- 
<boojum> luckily, my toes have no trailing newline characters



From rehan at nha.co.za  Wed Jun  5 04:19:10 2002
From: rehan at nha.co.za (Rehan van der Merwe)
Date: Wed, 5 Jun 2002 10:19:10 +0200
Subject: [rt-users] Urgent: "permission denied" / "Correspondence (probably) not recorded"
Message-ID: <FD2EC577E876CA418D08460A64646FBD017321EE@titan.nha.co.za>

Thanks Simon,

All the users are experiencing this. That's why it seems so odd.  
I get some files in my log dir, e.g. rt.log.14712.0 containing lots of the following:

RT::Ticket=HASH(0x91a5710) couldn't init a transaction (Transaction Created)
RT::Attachment->Create couldn't, as you didn't specify a transaction
RT::Attachment->Create couldn't, as you didn't specify a transaction
RT::Attachment->Create couldn't, as you didn't specify a transaction
RT::Attachment->Create couldn't, as you didn't specify a transaction
RT::Ticket=HASH(0x91504ac) couldn't init a transaction (Transaction Created)
RT::Attachment->Create couldn't, as you didn't specify a transaction
RT::Ticket=HASH(0x91276c4) couldn't init a transaction (Transaction Created)
RT::Attachment->Create couldn't, as you didn't specify a transaction
RT::Ticket=HASH(0x910f4f8) couldn't init a transaction (Transaction Created)

Does that reveal anything to you?

I did not change any rt-configuration, and nothing was done on the server either ...

Any more suggestions?

REhan



From smylers at gbdirect.co.uk  Wed Jun  5 05:45:19 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Wed, 5 Jun 2002 10:45:19 +0100 (BST)
Subject: [rt-users] strange $RT::WebPath results
In-Reply-To: <000d01c20be0$b734b5e0$8918000a@PCSN716606>
Message-ID: <Pine.LNX.4.44.0206051041530.22218-100000@tiger.gbdirect.co.uk>

Yesterday David Chu wrote:

> Below is code from ShowTransaction that I have modified.

>       "[<a href=\"" . <% $RT::WebPath %> . "/Ticket/Update.html?id=".

The <% ... %> tags in HTML::Mason denote evaluating a Perl expression in
the middle of some HTML.  Since you are already in Perl code when the
above line is being executed, so you don't want them.

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




From darrinw at nixc.net  Wed Jun  5 08:17:56 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Wed, 5 Jun 2002 08:17:56 -0400
Subject: [rt-users] Urgent: "permission denied" / "Correspondence (probably) not recorded"
In-Reply-To: <FD2EC577E876CA418D08460A64646FBD017321EE@titan.nha.co.za>; from rehan@nha.co.za on Wed, Jun 05, 2002 at 10:19:10AM +0200
References: <FD2EC577E876CA418D08460A64646FBD017321EE@titan.nha.co.za>
Message-ID: <20020605081756.H1614@nixc.net>

  |+ Does that reveal anything to you?
  |+ 
  |+ I did not change any rt-configuration, and nothing was done on the server either ...
  |+ 
  |+ Any more suggestions?

Like Simon said, you may want to consider getting a support contract from
Best Practical.  That would surely entitle you to great support from the
author..





From Kendric.Beachey at garmin.com  Wed Jun  5 09:41:25 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Wed, 5 Jun 2002 08:41:25 -0500 
Subject: [rt-users] Urgent: "permission denied" / "Correspondence (pro
	bably) not recorded"
Message-ID: <3C167C6F2DAAA54B89DABE60D2461FFA5337A0@dallas.garmin.com>

> From: Rehan van der Merwe [mailto:rehan at nha.co.za]
> 
> Help please anyone who can:
> 
> I get  "permission denied" email upon any transaction 
> recorded and on correspondence RT replies with a 
> "Correspondence (probably) not recorded" message.
> Correspondence is not recorded at all.
> 
> It just started acting up this morning, without anything 
> notable being done to RT in the last days.

Hey, I'm getting the same thing here!  I have the same messages showing up
in the logs too.

If anyone figures out a fix, please post it to the list.  In the meantime, I
will work on it here.
--
Kendric Beachey
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From rehan at nha.co.za  Wed Jun  5 10:05:14 2002
From: rehan at nha.co.za (Rehan van der Merwe)
Date: Wed, 5 Jun 2002 16:05:14 +0200
Subject: [rt-users] Urgent: "permission denied" / "Correspondence (probably) not recorded"
Message-ID: <FD2EC577E876CA418D08460A64646FBD017754FF@titan.nha.co.za>

I found it was a database corruption.  I fixed it with "CHECK TABLE ..." & "REPAIR TABLE ..." from within MySQL.  You could also do the MySQL repairs with "myisamchk" from the command line.
 
I believe my problem to merely be inconsistent/corrupted indexes somewhere (sorry I cant be more specific - I was to overjoyed to find it working to concentrate on the cause of my problem)
 
Hope this helps.
 
Rehan van der Merwe

-----Original Message-----
From: Beachey, Kendric [mailto:Kendric.Beachey at garmin.com]
Sent: Wednesday, June 05, 2002 3:41 PM
To: Rt-Users (E-mail)
Subject: RE: [rt-users] Urgent: "permission denied" / "Correspondence (probably) not recorded"



> From: Rehan van der Merwe [ mailto:rehan at nha.co.za] 
> 
> Help please anyone who can: 
> 
> I get  "permission denied" email upon any transaction 
> recorded and on correspondence RT replies with a 
> "Correspondence (probably) not recorded" message. 
> Correspondence is not recorded at all. 
> 
> It just started acting up this morning, without anything 
> notable being done to RT in the last days. 

Hey, I'm getting the same thing here!  I have the same messages showing up in the logs too. 

If anyone figures out a fix, please post it to the list.  In the meantime, I will work on it here. 
-- 
Kendric Beachey 

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From rehan at nha.co.za  Wed Jun  5 10:10:37 2002
From: rehan at nha.co.za (Rehan van der Merwe)
Date: Wed, 5 Jun 2002 16:10:37 +0200
Subject: [rt-users] Urgent: "permission denied" / "Correspondence (probably) not recorded"
Message-ID: <FD2EC577E876CA418D08460A64646FBD017321F4@titan.nha.co.za>

I did a manual ticket content alteration to remove some confidential/sensitive data in a ticket yesterday - I believe that was the initial trigger to the corruption.  Why it happened I am not sure since I merely updated a field, but that was the only 'unnatural' thing I've done in RT.
 
Rehan

-----Original Message-----
From: Beachey, Kendric [mailto:Kendric.Beachey at garmin.com]
Sent: Wednesday, June 05, 2002 3:41 PM
To: Rt-Users (E-mail)
Subject: RE: [rt-users] Urgent: "permission denied" / "Correspondence (probably) not recorded"



> From: Rehan van der Merwe [ mailto:rehan at nha.co.za] 
> 
> Help please anyone who can: 
> 
> I get  "permission denied" email upon any transaction 
> recorded and on correspondence RT replies with a 
> "Correspondence (probably) not recorded" message. 
> Correspondence is not recorded at all. 
> 
> It just started acting up this morning, without anything 
> notable being done to RT in the last days. 

Hey, I'm getting the same thing here!  I have the same messages showing up in the logs too. 

If anyone figures out a fix, please post it to the list.  In the meantime, I will work on it here. 
-- 
Kendric Beachey 

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From Kendric.Beachey at garmin.com  Wed Jun  5 10:16:12 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Wed, 5 Jun 2002 09:16:12 -0500 
Subject: [rt-users] Urgent: "permission denied" / "Correspondence (pro
	bably) not recorded"
Message-ID: <3C167C6F2DAAA54B89DABE60D2461FFA5337A1@dallas.garmin.com>

This did indeed solve the problem for me too.  Hooray!

It was my Transactions table that had the problem.

How odd (and fortunate) that this problem cropped up for me just after it
did for Rehan.  I had never used (nor heard of) check/repair in MySQL
before.
--
Kendric Beachey


-----Original Message-----
From: Rehan van der Merwe [mailto:rehan at nha.co.za]
Sent: Wednesday, June 05, 2002 9:05 AM
To: Beachey, Kendric; Rt-Users (E-mail)
Subject: RE: [rt-users] Urgent: "permission denied" / "Correspondence
(probably) not recorded"


I found it was a database corruption.  I fixed it with "CHECK TABLE ..." &
"REPAIR TABLE ..." from within MySQL.  You could also do the MySQL repairs
with "myisamchk" from the command line.

I believe my problem to merely be inconsistent/corrupted indexes somewhere
(sorry I cant be more specific - I was to overjoyed to find it working to
concentrate on the cause of my problem)

Hope this helps.

Rehan van der Merwe
-----Original Message-----
From: Beachey, Kendric [mailto:Kendric.Beachey at garmin.com]
Sent: Wednesday, June 05, 2002 3:41 PM
To: Rt-Users (E-mail)
Subject: RE: [rt-users] Urgent: "permission denied" / "Correspondence
(probably) not recorded"


> From: Rehan van der Merwe [mailto:rehan at nha.co.za] 
> 
> Help please anyone who can: 
> 
> I get  "permission denied" email upon any transaction 
> recorded and on correspondence RT replies with a 
> "Correspondence (probably) not recorded" message. 
> Correspondence is not recorded at all. 
> 
> It just started acting up this morning, without anything 
> notable being done to RT in the last days. 
Hey, I'm getting the same thing here!  I have the same messages showing up
in the logs too. 
If anyone figures out a fix, please post it to the list.  In the meantime, I
will work on it here. 
-- 
Kendric Beachey 



From lists at allmopars.com  Wed Jun  5 10:28:17 2002
From: lists at allmopars.com (Dan Stilts)
Date: Wed, 5 Jun 2002 07:28:17 -0700 (PDT)
Subject: [rt-users] rt-2-0-13 problem after upgrade from RT1.x
Message-ID: <53411.209.247.149.2.1023287297.squirrel@webmail.allmopars.com>

Hello all. I've just upgraded everything from a 1x version of RT to
2.0.13. I am now recieving the following error when trying to create a new
ticket via email or from RT itself.
RT::Ticket=HASH(0xa2e438) ->Create couldn't set EffectiveId: No value sent
to _Set!Create failed:  /  /

Extra info:

OS: Solaris 8
Database: psql (PostgreSQL) 7.0.3
RT: 2.0.13

I followed the RT/FM on upgrading and all went perfect. Just I am now
having this issue.
Any help would be great.

Thanks,
Dan





From ManfredElezovski at notes.ny.cyberdialogue.com  Wed Jun  5 11:23:17 2002
From: ManfredElezovski at notes.ny.cyberdialogue.com (Manfred Elezovski)
Date: Wed, 5 Jun 2002 11:23:17 -0400
Subject: [rt-users] permission hierarchy--what permissions are more powerful than others?
Message-ID: <OF556E0BF4.7E1406D6-ON85256BCF.00544C37@ny.cyberdialogue.com>

Which permissions are the strongest..Permissions set in Queues?,,or
permissions that are global.  For example, If I don't grant a person global
permission to create a ticket, and I do grant the same person permission to
create a ticket in a certain queue,,will that person be able to create the
ticket in that queue?  I executed the above scenario, and the person wasn't
able to create it.

Manfred




From smylers at gbdirect.co.uk  Wed Jun  5 11:33:24 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Wed, 5 Jun 2002 16:33:24 +0100 (BST)
Subject: [rt-users] permission hierarchy--what permissions are more
 powerful than others?
In-Reply-To: <OF556E0BF4.7E1406D6-ON85256BCF.00544C37@ny.cyberdialogue.com>
Message-ID: <Pine.LNX.4.44.0206051627560.22218-100000@tiger.gbdirect.co.uk>

Manfred Elezovski wrote:

> Which permissions are the strongest..Permissions set in Queues?,,or
> permissions that are global.

Think 'additive' rather than 'strongest' -- at any given point in time
you have the union of all global permissions and all permissions on the
current queue that apply to you or to any group of which you are a
member.

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




From ManfredElezovski at notes.ny.cyberdialogue.com  Wed Jun  5 13:04:26 2002
From: ManfredElezovski at notes.ny.cyberdialogue.com (Manfred Elezovski)
Date: Wed, 5 Jun 2002 13:04:26 -0400
Subject: [rt-users] assigning keywords by email
Message-ID: <OF1BCD1AC6.28BB3FA4-ON85256BCF.005DB750@ny.cyberdialogue.com>

Is there a way to assign keywords by email, or can you only assign keywords
through the mail interface?

Manfred E




From ManfredElezovski at notes.ny.cyberdialogue.com  Wed Jun  5 13:38:30 2002
From: ManfredElezovski at notes.ny.cyberdialogue.com (Manfred Elezovski)
Date: Wed, 5 Jun 2002 13:38:30 -0400
Subject: [rt-users] enhanced mailgate-install procedure
Message-ID: <OF40E59468.A29708DF-ON85256BCF.0060C5CC@ny.cyberdialogue.com>

Can anyone help me out with a procedure to install the enhanced mailgate.
I downloaded the script and copied it into the rt-mailgate file, but when I
send mail it doesn't work.  Does anyone have any suggestions?

Manfred





From sean at techtarget.com  Wed Jun  5 15:29:49 2002
From: sean at techtarget.com (Sean Lutner)
Date: 05 Jun 2002 15:29:49 -0400
Subject: [rt-users] Search/Listing.html
Message-ID: <1023305392.2689.30.camel@animal>

Hello...
I've been doing some small additions to my RT2 installation. One of the
things I did was add the priority to the WebOptions in config.pm. It
worked as expected but I'm a little lost on how to accomplish my next
piece. I want to have the default search results for any queue to return
sorted via priority in descending order. Any help would be 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 phawley at ociweb.com  Wed Jun  5 16:47:18 2002
From: phawley at ociweb.com (Patrick Hawley)
Date: Wed, 5 Jun 2002 15:47:18 -0500 (CDT)
Subject: [rt-users] new correspondence not sending email to submittor or
 group
In-Reply-To: <Pine.LNX.4.33.0205311518250.9274-100000@merckx.ociweb.com>
Message-ID: <Pine.LNX.4.33.0206051543450.26069-100000@merckx.ociweb.com>

On Fri, 31 May 2002, Patrick Hawley wrote:

> Hello. We are using 2.0.11pre1 (using the NotifyWithAttachments.pm
> contrib'ed mod) and are noticing a few submissions are coming in to RT,
> but are _not_, in turn, sending email to the submittor or the RT group.

oops...I got that wrong...should have been NotifyWithAttachment.pm, not
NotifyWithAttachments.pm

> there are 3 other submissions not being sent out from RT, the
> errors for which are all the same:
>
>   can't have encoding base64 for message type message/rfc822! at
>   /PATH/TO/RT/lib/RT/Action/NotifyWithAttachment.pm line 50
>
> The only possibility I found in the RT archives was in:
>
> ...that "disposition" was misspelled.
>
> I'm hoping this will fix the problem, though I'm not sure.

Well, it doesn't seem to have fixed it.

Today I received another log file with the above error message, and the
email didn't get sent out to the RT group. Are there any other
NotifyWithAttachment.pm users seeing this error?

If I get to the bottom of it, I'll pass it along.

TIA,
Patrick




From list at opaia.de  Wed Jun  5 17:05:02 2002
From: list at opaia.de (Sascha Teifke)
Date: Wed, 05 Jun 2002 23:05:02 +0200
Subject: [rt-users] Howto: Condtion to Send Email onTake
Message-ID: <200206052102.g55L2kF27282@Apollo06.plusserver.de>

Hello everybody,

is there a way to notify the Requestors after Taking a Ticket.


I want to send a Mail with:
________

Hello Requestor,

your Ticket blabla hast been Taken by Mister Smith ...
________

To show the Contact to the Requestor.


Thanks
Sascha






From mgrubb at fifthvision.net  Wed Jun  5 17:13:02 2002
From: mgrubb at fifthvision.net (Michael Grubb)
Date: Wed, 5 Jun 2002 16:13:02 -0500
Subject: [rt-users] Howto: Condtion to Send Email onTake
In-Reply-To: <200206052102.g55L2kF27282@Apollo06.plusserver.de>
References: <200206052102.g55L2kF27282@Apollo06.plusserver.de>
Message-ID: <200206051613.02478.mgrubb@fifthvision.net>

I have written a OnTicketPickup ScripCondition.
Which matches when:
The ticket status is new and the owner is nobody.
I think it should be in the list archives, look for it there if you don't find 
it I will repackage it for you and send it to you.
But you should be able to use it with a Notify scrip action.

On Wednesday 05 June 2002 16:05, Sascha Teifke wrote:
> Hello everybody,
>
> is there a way to notify the Requestors after Taking a Ticket.
>
> I want to send a Mail with:
> ________
> Hello Requestor,
>
> your Ticket blabla hast been Taken by Mister Smith ...
> ________
>
> To show the Contact to the Requestor.
>
> Thanks
> Sascha
>
>
>
>
> _______________________________________________
> 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 morel.mosolff at gmx.net  Thu Jun  6 02:25:23 2002
From: morel.mosolff at gmx.net (Morel Mosolff)
Date: Thu, 6 Jun 2002 08:25:23 +0200
Subject: [rt-users] worked time
Message-ID: <200206060825.23407.morel.mosolff@gmx.net>


Dear RT-Users,

is there a possibility to summarize the "work-time" (for example totaly, for 
one month,...) for 

	a) one queue ?
	b) one queue for only one user ?
	c) all work time for one user ?

Thank you verrry much for any information,

morel





From andre at snyrre.de  Thu Jun  6 05:24:04 2002
From: andre at snyrre.de (Andre Esser)
Date: Thu, 6 Jun 2002 11:24:04 +0200
Subject: [rt-users] Priority changes with time?
Message-ID: <20020606112404.A47045@spielwiese.netcologne.net>

Hi,



I'm using RT 2.0.13 and want to use priority. 
Does the priority changes with time to the limit I specified?
The sentence in the queue-config says so:
Priority starts at:  0   Over time, priority moves toward:  10


So, when the ticket should be due in 2 days, my priority doesn't move
toward 10. It stays by 0.

Is there something else I have to do, so that my priority changes with time?



Thanks for help...


Andre
-- 
Andre Esser
andre at snyrre.de



From rt at netthink.co.uk  Thu Jun  6 05:42:33 2002
From: rt at netthink.co.uk (Simon Cozens)
Date: Thu, 6 Jun 2002 10:42:33 +0100
Subject: [rt-users] Priority changes with time?
In-Reply-To: <20020606112404.A47045@spielwiese.netcologne.net>
References: <20020606112404.A47045@spielwiese.netcologne.net>
Message-ID: <20020606094233.GA12107@netthink.co.uk>

Andre Esser:
> Is there something else I have to do, so that my priority changes with time?

Yes; you need to run the Escalator, which is in RT's contrib directory.

-- 
Sometimes when you fill a vacuum, it still sucks.   -Rob Pike



From andre at snyrre.de  Thu Jun  6 08:20:52 2002
From: andre at snyrre.de (Andre Esser)
Date: Thu, 6 Jun 2002 14:20:52 +0200
Subject: [rt-users] priority & enhanced-mailgate
Message-ID: <20020606142051.A47363@spielwiese.netcologne.net>

First thanks to Simon. I will take a look at that.
Now I have another question ;)
Seems like I'm not the only one...

The enhanced-mailgate is working fine, but I can't set
the priority and final-priority.
I've tried to set RT-Due and RT-Requestor with success.
But I can't touch the priorities.
This is what the body of the e-mail looks like:

##########################################
RT-Final-Priority: 60                                                           
RT-Priority: 20                                                                 
RT-Requestor: +requestor at snyrre.de                                                  
RT-Due: 6/7/2002                                                                
                                                                                
                                                                                
hahah, final prio --> 50                                                        
actual prio --> 20                          
blablabla
##########################################




I've seen this question before, but no answer.
Does anybody knows how to touch the priorities by ticketcreation
via e-mail?


Thanx for help

Andre
-- 
Andre Esser
andre at snyrre.de



From andre at snyrre.de  Thu Jun  6 08:47:22 2002
From: andre at snyrre.de (Andre Esser)
Date: Thu, 6 Jun 2002 14:47:22 +0200
Subject: [rt-users] enhanced mailgate-install procedure
In-Reply-To: <OF40E59468.A29708DF-ON85256BCF.0060C5CC@ny.cyberdialogue.com>; from ManfredElezovski@notes.ny.cyberdialogue.com on Wed, Jun 05, 2002 at 01:38:30PM -0400
References: <OF40E59468.A29708DF-ON85256BCF.0060C5CC@ny.cyberdialogue.com>
Message-ID: <20020606144722.B47363@spielwiese.netcologne.net>

Am 05.06.2002 um 13:38:30 schrieb Manfred Elezovski:
>Can anyone help me out with a procedure to install the enhanced mailgate.
>I downloaded the script and copied it into the rt-mailgate file, but when I
>send mail it doesn't work.  Does anyone have any suggestions?
>
>Manfred
>
>
>
>_______________________________________________
>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

Hi,


I've done it 3 hours ago...
You have to edit your /etc/aliases & install GnuPG and 2 perl modules
if you haven't already.
Set the script enhanced-mailgate in /etc/aliases for the queues you
want.


Andre
-- 
Andre Esser
andre at snyrre.de



From aking at gblx.net  Thu Jun  6 08:48:09 2002
From: aking at gblx.net (Aubrey King)
Date: Thu, 6 Jun 2002 08:48:09 -0400 (EDT)
Subject: [rt-users] tough question for me..
Message-ID: <Pine.LNX.4.44.0206060843430.5391-100000@endor.faceplate-27.com>

1st.. hello to all.  I have been an rt1 admin for our company for nearly 2 
years now and am trying to make the switch to rt2 asap.  It has taken me 
months so far and, even working with two senior engineers, we are having 
issues with mod_perl and mason.  When using strace, we see kernel 
semaphore errors, as well.  Also.. we have found that using recent 
versions of mod_perl does not work at all.  We have been forced to use 
1.27 (vs. current 1.99) why is this?  Help is appreciated in this.  I 
guess the best thing to know would be specific versions of software that 
are recommended.  That would help tremendously.

-- 

Aubrey King
Global Crossing, Ltd.
IP Systems Engineering
Systems Administrator




From wash at wananchi.biz  Thu Jun  6 09:11:47 2002
From: wash at wananchi.biz (Odhiambo Washington)
Date: Thu, 6 Jun 2002 16:11:47 +0300
Subject: [rt-users] tough question for me..
In-Reply-To: <Pine.LNX.4.44.0206060843430.5391-100000@endor.faceplate-27.com>
References: <Pine.LNX.4.44.0206060843430.5391-100000@endor.faceplate-27.com>
Message-ID: <20020606131147.GT80528@ns2.wananchi.com>

* Aubrey King <aking at gblx.net> [20020606 15:56]: wrote:
> 
> 1st.. hello to all.  I have been an rt1 admin for our company for nearly 2 
> years now and am trying to make the switch to rt2 asap.  It has taken me 
> months so far and, even working with two senior engineers, we are having 
> issues with mod_perl and mason.  When using strace, we see kernel 
> semaphore errors, as well.  Also.. we have found that using recent 
> versions of mod_perl does not work at all.  We have been forced to use 
> 1.27 (vs. current 1.99) why is this?  Help is appreciated in this.  I 
> guess the best thing to know would be specific versions of software that 
> are recommended.  That would help tremendously.

I started of at 2.0.11 and I had to install the modules listed below,
with mod_perl compiled from the (FreeBSD) ports - 1.26..


Apache-Session-1.53.tar.gz
ApacheDBI-0.88.tar.gz
CGI.pm-2.77.tar.gz
DBI-1.18.tar.gz
DBIx-DataSource-0.02.tar.gz
DBIx-SearchBuilder-0.48.tar.gz
Digest-MD5-2.14.tar.gz
Errno-1.09.tar.gz
File-Spec-0.8.tar.gz
File-Temp-0.12.tar.gz
FreezeThaw-0.41.tar.gz
Getopt-Long-2.24.tar.gz
HTML-Mason-1.02.tar.gz
HTML-Parser-3.25.tar.gz
HTML-Tagset-3.03.tar.gz
IO-stringy-1.220.tar.gz
Log-Dispatch-1.77.tar.gz
MD5-2.02.tar.gz
MIME-Base64-2.12.tar.gz
MIME-Types-0.16.tar.gz
MIME-tools-5.411a.tar.gz
MLDBM-2.00.tar.gz
MailTools-1.15.tar.gz
Msql-Mysql-modules-1.2216.tar.gz
Params-Validate-0.04.tar.gz
Storable-1.0.11.tar.gz
Text-Template-1.31.tar.gz
Text-Wrapper-1.000.tar.gz
Tie-IxHash-1.21.tar.gz
Time-HiRes-01.20.tar.gz
Time-modules-101.062101.tar.gz
TimeDate-1.10.tar.gz
libapreq-0.31.tar.gz
libnet-1.0703.tar.gz



-Wash

-- 
Odhiambo Washington  <wash at wananchi.com>    "The box said 'Requires
Wananchi Online Ltd.  www.wananchi.com      Windows 95, NT, or better,'
Tel: 254 2 313985-9   Fax: 254 2 313922     so I installed FreeBSD."   
GSM: 254 72 743 223   GSM: 254 733 744 121  This sig is McQ!  :-)


If you have a procedure with 10 parameters, you probably missed some.



From andre at snyrre.de  Thu Jun  6 09:49:05 2002
From: andre at snyrre.de (Andre Esser)
Date: Thu, 6 Jun 2002 15:49:05 +0200
Subject: [rt-users] enhanced mailgate-install procedure
In-Reply-To: <20020606131521.GU80528@ns2.wananchi.com>; from wash@wananchi.com on Thu, Jun 06, 2002 at 04:15:21PM +0300
References: <OF40E59468.A29708DF-ON85256BCF.0060C5CC@ny.cyberdialogue.com> <20020606144722.B47363@spielwiese.netcologne.net> <20020606131521.GU80528@ns2.wananchi.com>
Message-ID: <20020606154905.C47363@spielwiese.netcologne.net>

Am 06.06.2002 um 16:15:21 schrieb Odhiambo Washington:
>Andre,
>
>Which perl modules?
>Do you have a short HOWTO?
>
>Thank you very much in advanced.
>
>
>-Wash
>
>-- 
>Odhiambo Washington  <wash at wananchi.com>    "The box said 'Requires
>Wananchi Online Ltd.  www.wananchi.com      Windows 95, NT, or better,'
>Tel: 254 2 313985-9   Fax: 254 2 313922     so I installed FreeBSD."   
>GSM: 254 72 743 223   GSM: 254 733 744 121  This sig is McQ!  :-)
>
>
>Where humor is concerned there are no standards -- no one can say what
>is good or bad, although you can be sure that everyone will.
>		-- John Kenneth Galbraith


I had to install the GnuPG stuff from CPAN
1. http://www.cpan.org/authors/id/F/FL/FLUFFY/Class-MethodMaker-1.06.tar.gz
2. http://www.cpan.org/authors/id/F/FT/FTOBIN/GnuPG-Interface-0.31.tar.gz


You need the 1st module to install the 2nd. If you don't then the enhanced-mailgate
will complain about missing the modules ;)
If The Class-MethodMaker compains about the perl version, try an erlier version
of the module. That worked for me.

Of course you must have gpg installed. I think without the mailgate won't work
with the extra functionality. It works like the regular rt-mailgate.

Then place the pubring.gpg in the directory named in the README.
Place the script in /opt/rt2/bin. Set the modes / flags.
Than edit /etc/aliases for your needs. Seems like you can choose
which queue works with rt-mailgate or enhances-mailgate. 
Dont't forget to type newaliases ;)

After that it worked, I could set some values by ticketcreation.
But I can't set the priority or final-priority.
If you know something about this it would be wonderful if you let me know.



Andre
-- 
Andre Esser
andre at snyrre.de



From phil at ipom.com  Thu Jun  6 15:15:06 2002
From: phil at ipom.com (Phil Dibowitz)
Date: Thu, 06 Jun 2002 12:15:06 -0700
Subject: [rt-users] Home page summary discrepency
Message-ID: <3CFFB4BA.5000900@ipom.com>

Hey all,

On the "home" page it's saying there are "62" tickets in a queue, but when you 
click on that queue there are actually 69. The Home page is always below the 
actual number. Anyone have any idea why?

Phil
-- 
"They that can give up essential liberty to obtain a little temporary safety 
deserve neither liberty nor safety."
-Benjamin Franklin, 1759




From phil at ipom.com  Thu Jun  6 15:17:49 2002
From: phil at ipom.com (Phil Dibowitz)
Date: Thu, 06 Jun 2002 12:17:49 -0700
Subject: [rt-users] Deleting Tickets
Message-ID: <3CFFB55D.9080809@ipom.com>

One more question... (I didn't want to stick all my questions in one email, 
bad for threading and archives).

We have like 35 tickets from testing that are sitting in the queue. We would 
like to delete this, but I don't see any easy way. It seems to resolve them 
you have to send an email. For starters I don't want to fillin a resolve email 
for each one. Secondly, I don't want to receive 20 emails, and third, about 
half of them aren't real email addresses (before the box was configured with a 
mail server, people tested with fake emails).

Is there no way to just delete them?

Thanks,
Phil
-- 
"They that can give up essential liberty to obtain a little temporary safety 
deserve neither liberty nor safety."
-Benjamin Franklin, 1759




From rt-users at lists.netways.de  Thu Jun  6 16:01:54 2002
From: rt-users at lists.netways.de (rt-users)
Date: Thu, 6 Jun 2002 22:01:54 +0200
Subject: [rt-users] Deleting Tickets
Message-ID: <BCC3512209E05946985DFC040E858BF00C109D@net-mail.int.netways.de>

> Von: Phil Dibowitz [mailto:phil at ipom.com] 

> We have like 35 tickets from testing that are sitting in the 
> queue. 
[..}
> Is there no way to just delete them?

1. search for the tickets
2. click "update all these tickets at once"
3. deselect tickets you don't want to be deleted
4. select "Make status: dead"
5. click "Submit"

Tickets gone, no mail sent

Julian



From dwarner at ctinetworks.com  Thu Jun  6 16:39:14 2002
From: dwarner at ctinetworks.com (Douglas E. Warner)
Date: Thu, 6 Jun 2002 16:39:14 -0400
Subject: [rt-users] problem getting notificiations to execute
Message-ID: <200206061639.14745.dwarner@ctinetworks.com>

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

I wrote this perl script that handles notifications for me and takes the 
output and hostname and other things as variables; but for some reason the 
strings are getting all broken up (ie, some thing like "OK - 
Packet:loss:=:0%,:RTA:=:0.17:ms" is being broken up at every space).   I'll 
paste below relevant parts of config.


== misccommands.cfg ==
# 'notify-by-automated' command definition
define command {
	command_name	notify-by-automated
	command_line	/usr/local/nagios/bin/machineadmins -H $HOSTNAME$ -N 
$NOTIFICATIONTYPE$ -S $SERVICESTATE$ -A $HOSTADDRESS$ -O "$OUTPUT$" -D 
"$DATETIME$" -s "$SERVICEDESC$"
}


# 'host-notify-by-automated' command definition
define command {
	command_name	host-notify-by-automated
	command_line	/usr/local/nagios/bin/machineadmins -H $HOSTNAME$ -N 
$NOTIFICATIONTYPE$ -S $HOSTSTATE$ -A $HOSTADDRESS$ -O "$OUTPUT$" -D 
"$DATETIME$" -h
}

== join(":", @ARGV) inside perl script ==
- -H:billmax2.int.pa.net:-N:PROBLEM:-S:CRITICAL:-A:billmax2.int.pa.net:-O:'CRITICAL:-:Plugin:timed:out:after:10:seconds':-D:'Thu:Jun:6:16:26:49:EDT:2002':-s:'PING'
- -H:billmax2.int.pa.net:-N:RECOVERY:-S:OK:-A:billmax2.int.pa.net:-O:PING:OK:-:Packet:loss:=:0%,:RTA:=:0.17:ms:-D:Thu:Jun:6:16:29:48:EDT:2002:-s:PING

== usage() from perl script ==
== machineadmins 0.1.0 ==
usage:
  machineadmins -H <hostname> -N <notification_type> -S <state>
    -A <hostaddress> -O <output> -D <date_time> (-s <serviceproblem>|-h)


- -- 
Douglas E. Warner    <dwarner at ctinetworks.com>     Network Engineer
CTI/PAdotNET         http://www.pa.net             +1 717 975 9000
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.0.6 (GNU/Linux)
Comment: For info see http://www.gnupg.org

iD8DBQE8/8hyJV36su0A0xIRAjO5AKDygPg9IkJmmHsq4++OzIlAYqzjMwCfV/f8
Ut8LatXNZZ8ow5q8tLk24L8=
=rhU5
-----END PGP SIGNATURE-----




From phil at ipom.com  Thu Jun  6 16:54:51 2002
From: phil at ipom.com (Phil Dibowitz)
Date: Thu, 06 Jun 2002 13:54:51 -0700
Subject: [rt-users] Deleting Tickets
References: <BCC3512209E05946985DFC040E858BF00C109D@net-mail.int.netways.de>
Message-ID: <3CFFCC1B.7050203@ipom.com>

Oh nevermind. Ya'll were right. I appologize. I didn't realize some of them
had been deleted. Sorry.

Sorry Ale for sending the above to you directly... replied to the wrong 
address. ::sigh::

Just been one of those days....

Phil
-- 
"They that can give up essential liberty to obtain a little temporary safety 
deserve neither liberty nor safety."
-Benjamin Franklin, 1759




From phil at ipom.com  Thu Jun  6 16:58:37 2002
From: phil at ipom.com (Phil Dibowitz)
Date: Thu, 06 Jun 2002 13:58:37 -0700
Subject: [rt-users] It's not friday...(count discrepencies and deleting tickets)
Message-ID: <3CFFCCFD.7040708@ipom.com>

Sorry all, I'm really not doing very well today, it seems.

As to the ticket count on the main page being wrong... I replied to the wrong 
email. BUt you all were right

As to the deleting emails... that worked, thanks to all who replied on and off 
list.

And excuse my extreme patheticness today. Why can't it be friday?

Phil
-- 
"They that can give up essential liberty to obtain a little temporary safety 
deserve neither liberty nor safety."
-Benjamin Franklin, 1759




From morel.mosolff at gmx.net  Thu Jun  6 17:08:42 2002
From: morel.mosolff at gmx.net (Morel Mosolff)
Date: Thu, 6 Jun 2002 23:08:42 +0200
Subject: [rt-users] worked time
Message-ID: <200206062308.42032.morel.mosolff@gmx.net>


Dear RT-Users,

is there a possibility to summarize (to add) the "work-time" off any user in 
one queue?

ore to add the work time of all ticket in one queue?

Thank you verrry much for any information,

morel










From mgrubb at fifthvision.net  Thu Jun  6 22:38:51 2002
From: mgrubb at fifthvision.net (Michael Grubb)
Date: Thu, 6 Jun 2002 21:38:51 -0500
Subject: [rt-users] RT Contributions
Message-ID: <200206062138.51955.mgrubb@fifthvision.net>

Just so that everyone knows...if you care to know.

I just posted the scrip actions and conditions and the most recent release of 
stock answers on my website: http://www.fifthvision.net

The following are available:

Conditions:
	SentTo			Compares To: header to regexp in argument
	SubjectContains		Compares Subject line to regexp in argument
	TicketPickup		Intial Ticket pickup (Status is new and Owner is Nobody)

Actions:
	SetKeyword		Sets the Keyword for the keyword select in argument
	SetStatus			Sets the status found in the argument
	MoveToQueue		Moves tickets to a queue in the argument

And the latest release of Stock Answers (I'm getting ready to release a new 
version that will fix the combo box option and add support for sub 
directories for template organization.)

Well this is what I have so far.

Let me know what you think.


Michael Grubb
mgrubb at fifthvision.net



From andre at snyrre.de  Fri Jun  7 06:54:52 2002
From: andre at snyrre.de (Andre Esser)
Date: Fri, 7 Jun 2002 12:54:52 +0200
Subject: [rt-users] enhanced mailgate-install procedure
In-Reply-To: <OF547B44C2.F2BF687B-ON85256BD0.0058B31D@ny.cyberdialogue.com>; from ManfredElezovski@notes.ny.cyberdialogue.com on Thu, Jun 06, 2002 at 12:09:34PM -0400
References: <OF547B44C2.F2BF687B-ON85256BD0.0058B31D@ny.cyberdialogue.com>
Message-ID: <20020607125451.C52681@spielwiese.netcologne.net>

Am 06.06.2002 um 12:09:34 schrieb Manfred Elezovski:
>
>I also have another question, if you don't mind.  What does the following
>line mean:
>
>
>    Set the modes / flags.
>

The pubring.gpg goes where you want.
The path is specified in the script enhanced-mailgate

With modes / flags I meant the permissions.
I set them the same as rt-mailgate.


Andre
-- 
Andre Esser
andre at snyrre.de



From bradyn at maths.tcd.ie  Fri Jun  7 13:29:48 2002
From: bradyn at maths.tcd.ie (Niall Brady)
Date: Fri, 7 Jun 2002 18:29:48 +0100
Subject: Dealing with spam in RT (was Re: Fwd: [rt-users] Execute Arbitrary Perl Script on resolve)
In-Reply-To: <Pine.LNX.4.44.0205312210240.25421-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0205310902470.29721-100000@tiger.gbdirect.co.uk> <Pine.LNX.4.44.0205312210240.25421-100000@x22.ripe.net>
Message-ID: <20020607172948.GA75189@walton.maths.tcd.ie>

[this is a bit stream-of-conciousnessy, so bear with me ;-)]

On Fri, May 31, 2002 at 10:20:35PM +0200, Bruce Campbell wrote:
> 
> finish it as part of a ScripAction tutorial when I get spare time (and
> that'll probably be when I next get pissed off at spam in my queues and
> want SpamAssassin on it ;) )

:-)

I kinda had a think about that before, but I'm not sure about the best
way of dealing with spam.

Many sites have just one common request queue, where the email
address is commonly known, and hence a bit of a spam-trap.  It's
not really an option to go changing around your support addresses
to block spam ;-)

Filtering the spam by hand is simply unpractical in some sites, due to
the volume received.

The only (bad) way I could think of doing was something like...

	* Mail into a procmail script for the support address
	* Through SpamAssassin
	* If good, it goes into the normal queue
	* If bad...
		- Bounce back to sender, with a note
		  asking them to enter the ticket
		  number in some form (with an image
		  number on the page or the like that
		  they also have to enter, to avoid
		  bots defeating it).
		- Chuck the ticket into a *different*
		  queue, which contains suspected spam
	* If the user fills in the details required,
	  use RT to move the ticket back into the real
	  queue
	* Autokill tickets which aren't hit in that
	  queue after a week/month/whatever, through
	  a cron job.

It's bad because...

	* It would confirm that the account is active, for
	  harvesters... though as far as I can see, this is
	  unavoidable as...
	  	- we need to autoreply to requests
		- there's no way that I can think of to
		  differentiate between real spam, and
		  reports of spam!

	* A bit more awkward for the end users

	* The two queues thing probably isn't the best
	  idea design-wise... it might be better for it to be
	  integrated into RT, like

	  	- Call SpamAssassin from within RT(?!)
		- if SpamAssassin says it is spam, RT
		  replies with the appropriate note,
		  *doesn't* send the ticket to AdminCCs,
		  and tags it as dead.
		- If the webform stuff is done, then
		  re-open, and renotify the AdminCCs

	  (this approach would be better, as it could
	   be generically applied to any queue)

	* Reliant upon the external functionality of
	  SpamAssassin (or whatever) , and that remaining
	  constant.  That's probably not a big deal though...

Thoughts anyone?

-- 
	Niall



From darren at boston.com  Fri Jun  7 13:41:43 2002
From: darren at boston.com (darren chamberlain)
Date: Fri, 7 Jun 2002 13:41:43 -0400
Subject: [rt-users] tough question for me..
In-Reply-To: <Pine.LNX.4.44.0206060843430.5391-100000@endor.faceplate-27.com>
References: <Pine.LNX.4.44.0206060843430.5391-100000@endor.faceplate-27.com>
Message-ID: <20020607174143.GA21381@boston.com>

* Aubrey King <aking at gblx.net> [2002-06-06 08:54]:
> It has taken me months so far and, even working with two senior
> engineers, we are having issues with mod_perl and mason.  When using
> strace, we see kernel semaphore errors, as well.  Also.. we have found
> that using recent versions of mod_perl does not work at all.  We have
> been forced to use 1.27 (vs. current 1.99) why is this?  

mod_perl 1.99 is designed only to be used with Apache 2.0, which you
don't want to be using for this.  Go with Apache 1.3.24 and mod_perl
1.27, and you should be OK.  Also, what type of machine are you working
on, compiler, perl version, etc?  All of these things are relevant.

(darren)

-- 
"The first rule of magic is simple.  Don't waste your time waving
your hands and hoping when a rock or a club will do."
    -- McCloctnik the Lucid



From darren at boston.com  Fri Jun  7 13:47:01 2002
From: darren at boston.com (darren chamberlain)
Date: Fri, 7 Jun 2002 13:47:01 -0400
Subject: [rt-users] problem getting notificiations to execute
In-Reply-To: <200206061639.14745.dwarner@ctinetworks.com>
References: <200206061639.14745.dwarner@ctinetworks.com>
Message-ID: <20020607174701.GB21381@boston.com>

* Douglas E. Warner <dwarner at ctinetworks.com> [2002-06-06 16:44]:
> I wrote this perl script that handles notifications for me and takes the 
> output and hostname and other things as variables; but for some reason the 
> strings are getting all broken up (ie, some thing like "OK - 
> Packet:loss:=:0%,:RTA:=:0.17:ms" is being broken up at every space).   I'll 
> paste below relevant parts of config.

It looks like something is eating the quotes in the command_line
section, otherwise -O:CRITICAL:-:Plugin:timed:out:after:10:seconds''
would be -O:'CRITICAL - Plugin timed out after 10 seconds'.  Since you
are joining @ARGV on ":", it looks like the shell (or whatever it is)
that is populating argv is Doing The Wrong Thing.

Forgive me if this is obvious to everyone but me, but what is the
command for which the "define command { }" config files are relevant,
and how is it being invoked?

(darren)

-- 
Doubt isn't the opposite of faith; it is an element of faith.
    -- Paul Tillich, German theologian.



From johnson at nmr.mgh.harvard.edu  Fri Jun  7 13:49:38 2002
From: johnson at nmr.mgh.harvard.edu (Chris Johnson)
Date: Fri, 7 Jun 2002 13:49:38 -0400 (EDT)
Subject: [rt-users] Keywords, uses.
Message-ID: <Pine.LNX.4.44.0206071346120.4502-100000@maequeses.nmr.mgh.harvard.edu>

     Hi,

     Question about keywords.  I see where they can be used to give
finer grain classifications on problems for example, which OS, machine
type, etc.  What other uses have there been for them?  What does
everyone use them for?

     Thank you.

-------------------------------------------------------------------------------
Chris Johnson               |Internet: johnson at nmr.mgh.harvard.edu
Systems Administrator       |Web:      http://www.nmr.mgh.harvard.edu/~johnson
NMR Center                  |Voice:    617.726.0949
Mass. General Hospital      |FAX:      617.726.7422
149 (2301) 13th Street      |"The two most abundant things in the Universe
Charlestown, MA., 02129 USA | are hydrogen and stupidity."  Harlan Ellison
-------------------------------------------------------------------------------




From darren at boston.com  Fri Jun  7 13:51:05 2002
From: darren at boston.com (darren chamberlain)
Date: Fri, 7 Jun 2002 13:51:05 -0400
Subject: Dealing with spam in RT (was Re: Fwd: [rt-users] Execute Arbitrary Perl Script on resolve)
In-Reply-To: <20020607172948.GA75189@walton.maths.tcd.ie>
References: <Pine.LNX.4.44.0205310902470.29721-100000@tiger.gbdirect.co.uk> <Pine.LNX.4.44.0205312210240.25421-100000@x22.ripe.net> <20020607172948.GA75189@walton.maths.tcd.ie>
Message-ID: <20020607175105.GC21381@boston.com>

* Niall Brady <bradyn at maths.tcd.ie> [2002-06-07 13:29]:
> On Fri, May 31, 2002 at 10:20:35PM +0200, Bruce Campbell wrote:
> > finish it as part of a ScripAction tutorial when I get spare time
> > (and that'll probably be when I next get pissed off at spam in my
> > queues and want SpamAssassin on it ;) )
> 
> I kinda had a think about that before, but I'm not sure about the best
> way of dealing with spam.
> 
> Many sites have just one common request queue, where the email address
> is commonly known, and hence a bit of a spam-trap.  It's not really an
> option to go changing around your support addresses to block spam ;-)

If your rt address is not a publicly used one, you can use
whitelist-based filtering to determine which mail to accept.

(darren)

-- 
The knowledge that makes us cherish innocence makes innocence
unattainable.
    -- Irving Howe



From khera at kcilink.com  Fri Jun  7 13:57:56 2002
From: khera at kcilink.com (Vivek Khera)
Date: Fri, 7 Jun 2002 13:57:56 -0400
Subject: Dealing with spam in RT (was Re: Fwd: [rt-users] Execute Arbitrary Perl Script on resolve)
In-Reply-To: <20020607172948.GA75189@walton.maths.tcd.ie>
References: <Pine.LNX.4.44.0205310902470.29721-100000@tiger.gbdirect.co.uk>
	<Pine.LNX.4.44.0205312210240.25421-100000@x22.ripe.net>
	<20020607172948.GA75189@walton.maths.tcd.ie>
Message-ID: <15616.62500.824554.146127@onceler.kciLink.com>

>>>>> "NB" == Niall Brady <bradyn at maths.tcd.ie> writes:

NB> Filtering the spam by hand is simply unpractical in some sites, due to
NB> the volume received.

NB> The only (bad) way I could think of doing was something like...

Well, I hope you'd exempt your "email abuse" queue from such a
scheme...

I think it depends entirely on your user population.  For us, we
really can't do any aggressive blocking because the potential for
collateral damage (and harm to our repuation) is great.  For other
uses I have in mind, I'd have no problem putting spamassassin in front
of the inbound queue address at the mail server level, and have that
reject any suspected spam (probably at a higher than default
threshhold).

I'd hate to see RT bloat with spamassassin.  Let your mail server deal
with blocking the spam.



From rich+rt at lafferty.ca  Fri Jun  7 16:58:00 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Fri, 7 Jun 2002 16:58:00 -0400
Subject: [rt-users] Keywords, uses.
In-Reply-To: <Pine.LNX.4.44.0206071346120.4502-100000@maequeses.nmr.mgh.harvard.edu>; from johnson@nmr.mgh.harvard.edu on Fri, Jun 07, 2002 at 01:49:38PM -0400
References: <Pine.LNX.4.44.0206071346120.4502-100000@maequeses.nmr.mgh.harvard.edu>
Message-ID: <20020607165800.H19012@lafferty.ca>

On Fri, Jun 07, 2002 at 01:49:38PM -0400, Chris Johnson (johnson at nmr.mgh.harvard.edu) wrote:
>      Hi,
> 
>      Question about keywords.  I see where they can be used to give
> finer grain classifications on problems for example, which OS, machine
> type, etc.  What other uses have there been for them?  What does
> everyone use them for?

FWIW:

(root)
  global
  queue
    sysadmin
      closure reason
        Done
        Won't do
      ticket classification
         reactive
          System fault
          User problem
         planned
          New feature request
          Purchase - software
          Purchase - hardware
          MACS - user
          MACS - hardware
          MACS - software
        other
    support
      ticket classification
        bug
        PEBCAK - handholding
        documentation
        new feature request
        customization
        billing inquiry
        PartnerZone account
      closure reason
        Done
        No support
        Inappropriate
        Bug raised
        Timeout
      server-version
        5.5, 6000R2
        5.1.2
        5.1.1, 6000R1
        5.0
        4.1.2
        4.1 or prior
      taxonomy
        Server
          Hardware
          Internet connection
          DNS
          Installation - initial configuration
          Local networking
          Users - Groups - Directories
          Fileserver - I-Bays
          Mail
          Webserver
          Proxy
          Printing
          Backup
          Remote Access
          Security
          Customization
          Housekeeping
        ServiceLink
          Partner Zone
          Sync
          Guaranteed Email
          DNS Hosting
          Virus Protection
          VPN
        Blades
          Updates
          Mp3 Jukebox
      knowledge base
        Article Written
        Needs Article


That last one lets tier 2 support folks mark closed tickets as having
covered something useful for our KB -- then once a month or so someone
from Tier 3 goes through all of the tickets marked thus and writes the
KB entries.

  -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 rmillisl at enel.ucalgary.ca  Fri Jun  7 18:20:28 2002
From: rmillisl at enel.ucalgary.ca (Randy Millis)
Date: Fri, 7 Jun 2002 16:20:28 -0600 (MDT)
Subject: [rt-users] make fixdeps not working?
Message-ID: <3997.136.159.104.88.1023488428.squirrel@webmail.enel.ucalgary.ca>

If I try and make fixdeps I get errors like this:

-cut-
/usr/bin/perl ./tools/testdeps -fix mysql
Checking for Digest::MD5....Digest::MD5 not installed.Installing with
CPAN...LWP not available

  Please, install Net::FTP as soon as possible. CPAN.pm installs it for you
  if you just type
      install Bundle::libnet

Issuing "/usr/bin/ftp -n"
Local directory now /root/.cpan/sources/authors
authors: No such file or directory.
01mailrc.txt.gz: No such file or directory.
Bad luck... Still failed!
Can't access URL ftp://ftp.sunsite.ualberta.ca/authors/01mailrc.txt.gz.

Please check, if the URLs I found in your configuration file
(ftp://ftp.sunsite.ualberta.ca/) are valid. The urllist can be edited. E.g.
with 'o conf urllist push ftp://myurl/'

Could not fetch authors/01mailrc.txt.gz
LWP not available
Issuing "/usr/bin/ftp -n"
Local directory now /root/.cpan/sources/modules
modules: No such file or directory.
02packages.details.txt.gz: No such file or directory.
Bad luck... Still failed!
Can't access URL
ftp://ftp.sunsite.ualberta.ca/modules/02packages.details.txt.gz.
Please check, if the URLs I found in your configuration file
(ftp://ftp.sunsite.ualberta.ca/) are valid. The urllist can be edited. E.g.
with 'o conf urllist push ftp://myurl/'

Could not fetch modules/02packages.details.txt.gz
LWP not available

-cut-

etc.....

What is wrong? Di I make a mistake?:-)





From mgrubb at fifthvision.net  Fri Jun  7 18:30:17 2002
From: mgrubb at fifthvision.net (Michael Grubb)
Date: Fri, 7 Jun 2002 17:30:17 -0500
Subject: [rt-users] RT Contributions
In-Reply-To: <200206062138.51955.mgrubb@fifthvision.net>
References: <200206062138.51955.mgrubb@fifthvision.net>
Message-ID: <200206071730.17992.mgrubb@fifthvision.net>

Ok everyone who went and downloaded any of the scrips should do so again, 
(unless you've already discovered the bug in the install.sh script and 
manually installed it ) but the install.sh script should now work as 
anticipated.

Also please if you would like post comments, articles, downloads anything
I'd really like to grow the site into a nice RT resource.

On Thursday 06 June 2002 21:38, Michael Grubb wrote:
> Just so that everyone knows...if you care to know.
>
> I just posted the scrip actions and conditions and the most recent release
> of stock answers on my website: http://www.fifthvision.net
>
> The following are available:
>
> Conditions:
> 	SentTo			Compares To: header to regexp in argument
> 	SubjectContains		Compares Subject line to regexp in argument
> 	TicketPickup		Intial Ticket pickup (Status is new and Owner is Nobody)
>
> Actions:
> 	SetKeyword		Sets the Keyword for the keyword select in argument
> 	SetStatus			Sets the status found in the argument
> 	MoveToQueue		Moves tickets to a queue in the argument
>
> And the latest release of Stock Answers (I'm getting ready to release a new
> version that will fix the combo box option and add support for sub
> directories for template organization.)
>
> Well this is what I have so far.
>
> Let me know what you think.
>
>
> Michael Grubb
> mgrubb at fifthvision.net
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm




From aking at gblx.net  Fri Jun  7 18:27:23 2002
From: aking at gblx.net (Aubrey King)
Date: Fri, 7 Jun 2002 18:27:23 -0400 (EDT)
Subject: [rt-users] make fixdeps not working?
In-Reply-To: <3997.136.159.104.88.1023488428.squirrel@webmail.enel.ucalgary.ca>
Message-ID: <Pine.LNX.4.44.0206071825030.5391-100000@endor.faceplate-27.com>

I had the same error due to ACLs (I believe) on our network interfering 
with ftp.  When I tried it from a different (non-production) subnet, 
things worked out.   The way I got around it in the past was to manually 
install the modules.  I think that's your best bet.  Incidentally.. even 
if you get CPAN working for this, good luck with Apache::Cookie.  It just 
plain 'ol doesn't work.


On Fri, 7 Jun 2002, Randy Millis wrote:

> If I try and make fixdeps I get errors like this:
> 
> -cut-
> /usr/bin/perl ./tools/testdeps -fix mysql
> Checking for Digest::MD5....Digest::MD5 not installed.Installing with
> CPAN...LWP not available
> 
>   Please, install Net::FTP as soon as possible. CPAN.pm installs it for you
>   if you just type
>       install Bundle::libnet
> 
> Issuing "/usr/bin/ftp -n"
> Local directory now /root/.cpan/sources/authors
> authors: No such file or directory.
> 01mailrc.txt.gz: No such file or directory.
> Bad luck... Still failed!
> Can't access URL ftp://ftp.sunsite.ualberta.ca/authors/01mailrc.txt.gz.
> 
> Please check, if the URLs I found in your configuration file
> (ftp://ftp.sunsite.ualberta.ca/) are valid. The urllist can be edited. E.g.
> with 'o conf urllist push ftp://myurl/'
> 
> Could not fetch authors/01mailrc.txt.gz
> LWP not available
> Issuing "/usr/bin/ftp -n"
> Local directory now /root/.cpan/sources/modules
> modules: No such file or directory.
> 02packages.details.txt.gz: No such file or directory.
> Bad luck... Still failed!
> Can't access URL
> ftp://ftp.sunsite.ualberta.ca/modules/02packages.details.txt.gz.
> Please check, if the URLs I found in your configuration file
> (ftp://ftp.sunsite.ualberta.ca/) are valid. The urllist can be edited. E.g.
> with 'o conf urllist push ftp://myurl/'
> 
> Could not fetch modules/02packages.details.txt.gz
> LWP not available
> 
> -cut-
> 
> etc.....
> 
> What is wrong? Di I make a mistake?:-)
> 
> 
> 
> _______________________________________________
> 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
> 

-- 

Aubrey King
Global Crossing, Ltd.
IP Systems Engineering
Systems Administrator




From aking at gblx.net  Fri Jun  7 18:29:44 2002
From: aking at gblx.net (Aubrey King)
Date: Fri, 7 Jun 2002 18:29:44 -0400 (EDT)
Subject: [rt-users] import 1 --> 2 question
Message-ID: <Pine.LNX.4.44.0206071827440.5391-100000@endor.faceplate-27.com>

I have filled out the import script as directed in the faq as follows:


my $RT1USER = "root";
my $RT1PASSWORD = 'xxxxxx';
my $RT1DATABASE = "rt";
my $RT1HOST = "localhost";
my $RT1DATA = "/opt/rt/transactions";
my $EMAILDOMAIN = "gblx.net"; # user_id at EMAILDOMAIN for missing RT1 emails
my $DEFAULTQUEUE = 'rt-requests'; # Qeuue to put tickets from deleted 
queues in.


my result is this:


Importing tickets...

1....can't find queue id for 1
rt-requests is not a valid queue. something is seriously wrong


HOWEVER.. the 'not-valid' queue IS valid and I use it on a daily basis.  
It has tickets in there AND.. when I try other queues that are also used 
all the time, I get the same error. 

So.. what's the secret handshake?  How much more valid than used every day 
and populated does the valid queue need to be?

-- 

Aubrey King
Global Crossing, Ltd.
IP Systems Engineering
Systems Administrator





From arclight at jump.net  Fri Jun  7 18:41:47 2002
From: arclight at jump.net (Bob Apthorpe)
Date: Fri, 7 Jun 2002 17:41:47 -0500
Subject: [rt-users] make fixdeps not working?
In-Reply-To: <Pine.LNX.4.44.0206071825030.5391-100000@endor.faceplate-27.com>
References: <Pine.LNX.4.44.0206071825030.5391-100000@endor.faceplate-27.com>
Message-ID: <02060717414700.20398@soyokaze>

Install libnet manually and during the setup phase, make sure to say yes if 
perl asks if you want to update your configuration, and ensure libnet is set 
to always use passive FTP. Active FTP rarely works through firewalls; once 
you have libnet set to use passive FTP, a lot of problems go away. There are 
ways of manually editing config files to force passive FTP but it's often 
simpler to reconfigure libnet during the installation/upgrade process.

-- Bob

On Friday 07 June 2002 17:27, Aubrey King wrote:
> I had the same error due to ACLs (I believe) on our network interfering
> with ftp.  When I tried it from a different (non-production) subnet,
> things worked out.   The way I got around it in the past was to manually
> install the modules.  I think that's your best bet.  Incidentally.. even
> if you get CPAN working for this, good luck with Apache::Cookie.  It just
> plain 'ol doesn't work.
>
> On Fri, 7 Jun 2002, Randy Millis wrote:
> > If I try and make fixdeps I get errors like this:
> >
> > -cut-
> > /usr/bin/perl ./tools/testdeps -fix mysql
> > Checking for Digest::MD5....Digest::MD5 not installed.Installing with
> > CPAN...LWP not available
> >
> >   Please, install Net::FTP as soon as possible. CPAN.pm installs it for
> > you if you just type
> >       install Bundle::libnet
> >
> > Issuing "/usr/bin/ftp -n"
> > Local directory now /root/.cpan/sources/authors
> > authors: No such file or directory.
> > 01mailrc.txt.gz: No such file or directory.
> > Bad luck... Still failed!
> > Can't access URL ftp://ftp.sunsite.ualberta.ca/authors/01mailrc.txt.gz.
> >
> > Please check, if the URLs I found in your configuration file
> > (ftp://ftp.sunsite.ualberta.ca/) are valid. The urllist can be edited.
> > E.g. with 'o conf urllist push ftp://myurl/'
> >
> > Could not fetch authors/01mailrc.txt.gz
> > LWP not available
> > Issuing "/usr/bin/ftp -n"
> > Local directory now /root/.cpan/sources/modules
> > modules: No such file or directory.
> > 02packages.details.txt.gz: No such file or directory.
> > Bad luck... Still failed!
> > Can't access URL
> > ftp://ftp.sunsite.ualberta.ca/modules/02packages.details.txt.gz.
> > Please check, if the URLs I found in your configuration file
> > (ftp://ftp.sunsite.ualberta.ca/) are valid. The urllist can be edited.
> > E.g. with 'o conf urllist push ftp://myurl/'
> >
> > Could not fetch modules/02packages.details.txt.gz
> > LWP not available
> >
> > -cut-
> >
> > etc.....
> >
> > What is wrong? Di I make a mistake?:-)
> >
> >
> >
> > _______________________________________________
> > 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 rmillisl at enel.ucalgary.ca  Fri Jun  7 19:05:06 2002
From: rmillisl at enel.ucalgary.ca (Randy Millis)
Date: Fri, 7 Jun 2002 17:05:06 -0600 (MDT)
Subject: [rt-users] make fixdeps not working?
In-Reply-To: <3997.136.159.104.88.1023488428.squirrel@webmail.enel.ucalgary.ca>
References: <3997.136.159.104.88.1023488428.squirrel@webmail.enel.ucalgary.ca>
Message-ID: <4103.136.159.104.88.1023491106.squirrel@webmail.enel.ucalgary.ca>

> If I try and make fixdeps I get errors like this:
>
> -cut-
> /usr/bin/perl ./tools/testdeps -fix mysql
> Checking for Digest::MD5....Digest::MD5 not installed.Installing with
> CPAN...LWP not available
>
>  Please, install Net::FTP as soon as possible. CPAN.pm installs it for
>  you if you just type
> -cut-
>
> etc.....
>
> What is wrong? Di I make a mistake?:-)

Trying to do a minimal install for security, seems I forgot: unzip, lynx,
ncftp,wget. Its starting to work now.




From steve at comp.leeds.ac.uk  Sat Jun  8 04:02:30 2002
From: steve at comp.leeds.ac.uk (Steve Harris)
Date: Sat, 8 Jun 2002 09:02:30 +0100 (BST)
Subject: [rt-users] import 1 --> 2 question
In-Reply-To: <Pine.LNX.4.44.0206071827440.5391-100000@endor.faceplate-27.com>
Message-ID: <Pine.LNX.4.33.0206080859100.5143-100000@cslin000.leeds.ac.uk>

On Fri, 7 Jun 2002, Aubrey King wrote:

> I have filled out the import script as directed in the faq as follows:
>
> my $RT1USER = "root";
> my $RT1PASSWORD = 'xxxxxx';
> my $RT1DATABASE = "rt";
> my $RT1HOST = "localhost";
> my $RT1DATA = "/opt/rt/transactions";
> my $EMAILDOMAIN = "gblx.net"; # user_id at EMAILDOMAIN for missing RT1 emails
> my $DEFAULTQUEUE = 'rt-requests'; # Qeuue to put tickets from deleted
> queues in.
>
> my result is this:
>
> Importing tickets...
>
> 1....can't find queue id for 1
> rt-requests is not a valid queue. something is seriously wrong
>
> HOWEVER.. the 'not-valid' queue IS valid and I use it on a daily basis.
> It has tickets in there AND.. when I try other queues that are also used
> all the time, I get the same error.
>
> So.. what's the secret handshake?  How much more valid than used every day
> and populated does the valid queue need to be?

You need to create your specified default queue in RT2 before running
the script, it doesn't matter if a queue of that name exists in RT1 or
not.

Steve




From dwarner at ctinetworks.com  Sun Jun  9 09:45:04 2002
From: dwarner at ctinetworks.com (Douglas E. Warner)
Date: Sun, 9 Jun 2002 09:45:04 -0400
Subject: [rt-users] problem getting notificiations to execute
In-Reply-To: <20020607174701.GB21381@boston.com>
References: <200206061639.14745.dwarner@ctinetworks.com> <20020607174701.GB21381@boston.com>
Message-ID: <200206090945.04721.dwarner@ctinetworks.com>

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

> Forgive me if this is obvious to everyone but me, but what is the
> command for which the "define command { }" config files are relevant,
> and how is it being invoked?
>
> (darren)

Incredibly sorry; this was posted to the wrong mail list.  Bad KMail. BAD.

- -Doug

- -- 
Douglas E. Warner    <dwarner at ctinetworks.com>     Network Engineer
CTI/PAdotNET         http://www.pa.net             +1 717 975 9000
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Comment: For info see http://www.gnupg.org

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From aking at gblx.net  Sun Jun  9 14:05:45 2002
From: aking at gblx.net (Aubrey King)
Date: Sun, 9 Jun 2002 14:05:45 -0400 (EDT)
Subject: [rt-users] import 1 --> 2 question
In-Reply-To: <Pine.LNX.4.33.0206080859100.5143-100000@cslin000.leeds.ac.uk>
Message-ID: <Pine.LNX.4.44.0206091404350.5391-100000@endor.faceplate-27.com>

This is good info.  Oddly, it says on the http://fsck.com/rtfm that this 
script needs to be run on an 'untouched' install of rt2.  I took that 
literally.  I'll see what happens when the queue is created first.

> 
> You need to create your specified default queue in RT2 before running
> the script, it doesn't matter if a queue of that name exists in RT1 or
> not.
> 
> Steve
> 
> 

-- 

Aubrey King
Global Crossing, Ltd.
IP Systems Engineering
Systems Administrator




From bruce_campbell at ripe.net  Sun Jun  9 15:48:23 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Sun, 9 Jun 2002 21:48:23 +0200 (CEST)
Subject: Dealing with spam in RT (was Re: Fwd: [rt-users] Execute Arbitrary
 Perl Script on resolve)
In-Reply-To: <15616.62500.824554.146127@onceler.kciLink.com>
Message-ID: <Pine.LNX.4.44.0206092137070.25421-100000@x22.ripe.net>

On Fri, 7 Jun 2002, Vivek Khera wrote:

> >>>>> "NB" == Niall Brady <bradyn at maths.tcd.ie> writes:
>
> NB> Filtering the spam by hand is simply unpractical in some sites, due to
> NB> the volume received.
>
> NB> The only (bad) way I could think of doing was something like...
>
> Well, I hope you'd exempt your "email abuse" queue from such a
> scheme...

Actually, theres a very good argument _for_ filtering your network-abuse
queue using the split-queue method put forward by Niall; its an address
that has been made public, and thus, will receive spam.  You would make
the filter be rather loose in what it rejects of course.

( IMHO, sending complainers a seperate email if their message really
  looks like spam (excluding the idiots who use their mailer's bounce
  function to send a complaint) has the additional future behavioural
  benefit of getting them to properly format their complaint mails. )

> I think it depends entirely on your user population.  For us, we

Yes.  The case of the RIPE NCC's 'email abuse' queue is further
complicated, mainly by ignorant 'merkins. ;)

-- 
                             Bruce Campbell                            RIPE
                              Currently at:                             NCC
                 NANOG 25, Toronto, Canada.                      Operations




From alex.weide at diasemi.com  Mon Jun 10 10:07:56 2002
From: alex.weide at diasemi.com (Alex Weide)
Date: Mon, 10 Jun 2002 16:07:56 +0200
Subject: [rt-users] Modification of RT 2.0.13 at our site
Message-ID: <3D04B2BC.740A3E70@diasemi.com>


Hi all,


please find attached all customizations I've done for our site
running RT 2.0.13.

Hoping somebody would find this useful and that these would eventually 
propagate into future RT releases.

Best regards,
Alex Weide
Dialog Semiconductor GmbH

mailto:alex.weide at diasemi.com



1. Statistic page:

   These files will generate a statistics page for new, open and
   resolved tickets for all (non-pseudo) Resolver groups :

rt2.0.13/local/WebRT/html/ADDONS/New
rt2.0.13/local/WebRT/html/ADDONS/Open
rt2.0.13/local/WebRT/html/ADDONS/Open2
rt2.0.13/local/WebRT/html/ADDONS/Resolved
rt2.0.13/local/WebRT/html/ADDONS/Resolved2
rt2.0.13/local/WebRT/html/ADDONS/index.html

reference to ADDONS is done in this file : 
rt2.0.13/local/WebRT/html/Elements/Quicksearch



2. This file will also list the Users' Real Name :

rt2.0.13/local/WebRT/html/Admin/Users/index.html



3. These files will list 50 NEW tickets with owner Nobody and
   put this to the main home page. Purpose is to encourage resolvers
   to work on these tickets ...

rt2.0.13/local/WebRT/html/Ticket/Elements/MyNew
rt2.0.13/local/WebRT/html/index.html



4. Minor modification in layout on main Tabs. Before, a user could easily
   create a ticket in a wrong (default) queue

rt2.0.13/local/WebRT/html/Elements/Tabs
rt2.0.13/local/WebRT/html/Elements/GotoTicket



5. No special/additional watchers to be added in Modify_Ticket/People.
   We would like to just have the default watchers there, and use
   the functionality of rt2.0.13 with notifying special CCs and BCCs
   on a comment and/or reply

rt2.0.13/local/WebRT/html/Ticket/Elements/AddWatchers



6. Some more information posted on the main login screen :

rt2.0.13/local/WebRT/html/Elements/Login



7. Exchanged Oragnization in favour to City for searching Users :

rt2.0.13/local/WebRT/html/Elements/SelectUsers


8. Keywords. (Oh my goodness ! :-))

   We do want the user to fill out keywords upon creation of a ticket.
   
   The following prerequisite in entering global keywords must be met:

   Any leaf keyword would be entered with a 2 digit number, beginning
   with '00' and immediately followed by a '/' , e.g :

Location
Location 00/Any
Location 01/Headquarter


This mechanism will ease the modifications below :


8a. Enabling Keywords to be displayed in SelfService :

rt2.0.13/local/WebRT/html/SelfService/Display.html



8b. Enabling Keywords to be filled out by Resolvers :
 
rt2.0.13/local/WebRT/html/Elements/CreateTicket
rt2.0.13/local/WebRT/html/Ticket/Create.html



8c. Enabling Keywords to be filled out with SelfService :

rt2.0.13/local/WebRT/html/SelfService/Create.html



9. Default action we want to have respond instead of comment:

rt2.0.13/local/WebRT/html/Ticket/Elements/Tabs
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From rmillisl at enel.ucalgary.ca  Mon Jun 10 11:50:05 2002
From: rmillisl at enel.ucalgary.ca (Randy Millis)
Date: Mon, 10 Jun 2002 09:50:05 -0600 (MDT)
Subject: [rt-users] Apache::Cookie??
Message-ID: <4321.136.159.104.88.1023724205.squirrel@webmail.enel.ucalgary.ca>

I'm using RedHat 7.3 and the RPM versions of perl ( v5.6.1 built for
i386-Linux) and apache (Server version: Apache/1.3.23 (Unix)
(Red-Hat/Linux)Server built: Apr  9 2002 14:56:43).

Is this why I am having problems with Apache::Cookie?

What is the appropriate course of action to fuixc this?

Remove the RPM version of apache and build it from scratch?

Here is my output from make fixdeps:
Subject:
   Date:
        Mon, 10 Jun 2002 09:44:33 -0600
   From:
        root <root at rtserv.enel.ucalgary.ca>
     To:
        rmillis at enel.ucalgary.ca




Script started on Mon Jun 10 09:44:00 2002
]0;root at rtserv:~/rt-2-0-13[root at rtserv rt-2-0-13]# clear
]0;root at rtserv:~/rt-2-0-13[root at rtserv rt-2-0-13]# make fixdeps
/usr/bin/perl ./tools/testdeps -fix mysql
Checking for Digest::MD5...found
Checking for Storable...found
Checking for DBI 1.18 ...found
Checking for DBIx::DataSource 0.02 ...found
Checking for DBIx::SearchBuilder 0.48 ...found
Checking for HTML::Entities...found
Checking for MLDBM...found
Checking for Net::Domain...found
Checking for Net::SMTP...found
Checking for Params::Validate 0.02 ...found
Checking for HTML::Mason 1.02 ...found
Checking for CGI::Cookie 1.20 ...found
Checking for Apache::Cookie....Apache::Cookie not installed.Installing
with CPAN...Goingto read /root/.cpan/Metadata
  Database was generated on Mon, 10 Jun 2002 05:40:11 GMT
Running install for module Apache::Cookie
Running make for J/JI/JIMW/libapreq-1.0.tar.gz

  CPAN: MD5 security checks disabled because MD5 not installed.
  Please consider installing the MD5 module.

Scanning cache /root/.cpan/build for sizes
libapreq-1.0/
libapreq-1.0/.cvsignore
libapreq-1.0/CREDITS
libapreq-1.0/Changes
libapreq-1.0/INSTALL
libapreq-1.0/LICENSE
libapreq-1.0/MANIFEST
libapreq-1.0/Makefile.PL
libapreq-1.0/Makefile.am
libapreq-1.0/README
libapreq-1.0/ToDo
libapreq-1.0/acconfig.h
libapreq-1.0/acinclude.m4
libapreq-1.0/aclocal.m4
libapreq-1.0/config.guess
libapreq-1.0/config.sub
libapreq-1.0/configure.in
libapreq-1.0/install-sh
libapreq-1.0/libapreq.pod
libapreq-1.0/libtool
libapreq-1.0/ltconfig
libapreq-1.0/ltmain.sh
libapreq-1.0/mkinstalldirs
libapreq-1.0/typemap
libapreq-1.0/Cookie/
libapreq-1.0/Cookie/.cvsignore
libapreq-1.0/Cookie/Cookie.pm
libapreq-1.0/Cookie/Cookie.xs
libapreq-1.0/Cookie/Makefile.PL
libapreq-1.0/Request/
libapreq-1.0/Request/.cvsignore
libapreq-1.0/Request/Makefile.PL
libapreq-1.0/Request/Request.pm
libapreq-1.0/Request/Request.xs
libapreq-1.0/c/
libapreq-1.0/c/.cvsignore
libapreq-1.0/c/Makefile.PL
libapreq-1.0/c/Makefile.am
libapreq-1.0/c/Makefile.noperl
libapreq-1.0/c/apache_cookie.c
libapreq-1.0/c/apache_cookie.h
libapreq-1.0/c/apache_multipart_buffer.c
libapreq-1.0/c/apache_multipart_buffer.h
libapreq-1.0/c/apache_request.c
libapreq-1.0/c/apache_request.h
libapreq-1.0/c/libapreq_config.h.in
libapreq-1.0/c/stamp-h.in
libapreq-1.0/c/Makefile.in
libapreq-1.0/eg/
libapreq-1.0/eg/c/
libapreq-1.0/eg/c/testapreq/
libapreq-1.0/eg/c/testapreq/Makefile.apxs
libapreq-1.0/eg/c/testapreq/Makefile.tmpl
libapreq-1.0/eg/c/testapreq/mod_testapreq.c
libapreq-1.0/eg/c/testapreq/mod_testapreq.module
libapreq-1.0/eg/perl/
libapreq-1.0/eg/perl/cookie.pl
libapreq-1.0/eg/perl/file_upload.pl
libapreq-1.0/lib/
libapreq-1.0/lib/Apache/
libapreq-1.0/lib/Apache/libapreq.pm
libapreq-1.0/missing
libapreq-1.0/Makefile.in
libapreq-1.0/configure
Removing previously used /root/.cpan/build/libapreq-1.0

  CPAN.pm: Going to build J/JI/JIMW/libapreq-1.0.tar.gz

Checking if your kit is complete...
Looks good
Writing Makefile for libapreq
mkdir ../blib
mkdir ../blib/arch
mkdir ../blib/arch/auto
mkdir ../blib/arch/auto/libapreq
Warning: -L../blib/arch/auto/libapreq changed to
-L/root/.cpan/build/libapreq-1.0/Request/../blib/arch/auto/libapreq
Writing Makefile for Apache::Request
Warning: -L../blib/arch/auto/libapreq changed to
-L/root/.cpan/build/libapreq-1.0/Cookie/../blib/arch/auto/libapreq
Writing Makefile for Apache::Cookie
Writing Makefile for libapreq
make[1]: Entering directory `/root/.cpan/build/libapreq-1.0'
cp libapreq.pod blib/lib/libapreq.pod
cp lib/Apache/libapreq.pm blib/lib/Apache/libapreq.pm
make[2]: Entering directory `/root/.cpan/build/libapreq-1.0/c'
gcc -c -I/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/include
-I/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/include/modules/perl-fno-strict-aliasing -I/usr/local/include -O2 -march=i386 -mcpu=i686  
-DVERSION=\"0.10\"-DXS_VERSION=\"0.10\" -fPIC -I/usr/lib/perl5/5.6.1/i386-linux/CORE 
apache_request.cIn file included from apache_request.c:59:
apache_request.h:5:19: httpd.h: No such file or directory
apache_request.h:6:25: http_config.h: No such file or directory
apache_request.h:7:23: http_core.h: No such file or directory
apache_request.h:8:22: http_log.h: No such file or directory
apache_request.h:9:23: http_main.h: No such file or directory
apache_request.h:10:27: http_protocol.h: No such file or directory
apache_request.h:11:25: util_script.h: No such file or directory
make[2]: *** [apache_request.o] Error 1
make[2]: Leaving directory `/root/.cpan/build/libapreq-1.0/c'
make[1]: *** [subdirs] Error 2
make[1]: Leaving directory `/root/.cpan/build/libapreq-1.0'
  /usr/bin/make  -- NOT OK
Running make test
  Can't test without successful make
Running make install
  make had returned bad status, install seems impossible

Checking for Apache::Session 1.53 ...found
Checking for Date::Parse...found
Checking for Date::Format...found
Checking for MIME::Entity 5.108 ...found
Checking for Mail::Mailer 1.20 ...found
Checking for Getopt::Long 2.24 ...found
Checking for Tie::IxHash...found
Checking for Text::Wrapper...found
Checking for Text::Template...found
Checking for File::Spec 0.8 ...found
Checking for Errno...found
Checking for FreezeThaw...found
Checking for File::Temp...found
Checking for Log::Dispatch 1.6 ...found
Checking for DBD::mysql 2.0416 ...found
]0;root at rtserv:~/rt-2-0-13[root at rtserv rt-2-0-13]#
Script done on Mon Jun 10 09:44:16 2002







From michaelm at kw.com  Mon Jun 10 11:56:53 2002
From: michaelm at kw.com (Michael Marziani)
Date: Mon, 10 Jun 2002 11:56:53 -0400
Subject: [rt-users] Apache::Cookie??
Message-ID: <AFE0EF96DE9ADE4EB4A7BF95FDF6206803BFB93F@mi8nycmail05.mi8.com>

Just looks like you need the Apache header files.  Find and install the
apache-devel RPM and you should be set.

Personally I like building perl and apache from scratch because it's
easier to control and get exactly what you want.  RPM should be fine
though, just make sure you have mod_perl installed or RT will be very
slow.

-Michael

____________________________
Michael D. Marziani
Systems Administrator
Keller Williams Realty Int'l


-----Original Message-----
From: Randy Millis [mailto:rmillisl at enel.ucalgary.ca] 
Sent: Monday, June 10, 2002 10:50 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] Apache::Cookie??


I'm using RedHat 7.3 and the RPM versions of perl ( v5.6.1 built for
i386-Linux) and apache (Server version: Apache/1.3.23 (Unix)
(Red-Hat/Linux)Server built: Apr  9 2002 14:56:43).

Is this why I am having problems with Apache::Cookie?

What is the appropriate course of action to fuixc this?

Remove the RPM version of apache and build it from scratch?

Here is my output from make fixdeps:
Subject:
   Date:
        Mon, 10 Jun 2002 09:44:33 -0600
   From:
        root <root at rtserv.enel.ucalgary.ca>
     To:
        rmillis at enel.ucalgary.ca




Script started on Mon Jun 10 09:44:00 2002 ]0;root at rtserv:~/rt-2-0-13
[root at rtserv rt-2-0-13]# clear ]0;root at rtserv:~/rt-2-0-13
[root at rtserv rt-2-0-13]# make fixdeps /usr/bin/perl ./tools/testdeps
-fix mysql Checking for Digest::MD5...found Checking for
Storable...found Checking for DBI 1.18 ...found Checking for
DBIx::DataSource 0.02 ...found Checking for DBIx::SearchBuilder 0.48
...found Checking for HTML::Entities...found Checking for MLDBM...found
Checking for Net::Domain...found Checking for Net::SMTP...found Checking
for Params::Validate 0.02 ...found Checking for HTML::Mason 1.02
...found Checking for CGI::Cookie 1.20 ...found Checking for
Apache::Cookie....Apache::Cookie not installed.Installing with
CPAN...Goingto read /root/.cpan/Metadata
  Database was generated on Mon, 10 Jun 2002 05:40:11 GMT Running
install for module Apache::Cookie Running make for
J/JI/JIMW/libapreq-1.0.tar.gz

  CPAN: MD5 security checks disabled because MD5 not installed.
  Please consider installing the MD5 module.

Scanning cache /root/.cpan/build for sizes
libapreq-1.0/
libapreq-1.0/.cvsignore
libapreq-1.0/CREDITS
libapreq-1.0/Changes
libapreq-1.0/INSTALL
libapreq-1.0/LICENSE
libapreq-1.0/MANIFEST
libapreq-1.0/Makefile.PL
libapreq-1.0/Makefile.am
libapreq-1.0/README
libapreq-1.0/ToDo
libapreq-1.0/acconfig.h
libapreq-1.0/acinclude.m4
libapreq-1.0/aclocal.m4
libapreq-1.0/config.guess
libapreq-1.0/config.sub
libapreq-1.0/configure.in
libapreq-1.0/install-sh
libapreq-1.0/libapreq.pod
libapreq-1.0/libtool
libapreq-1.0/ltconfig
libapreq-1.0/ltmain.sh
libapreq-1.0/mkinstalldirs
libapreq-1.0/typemap
libapreq-1.0/Cookie/
libapreq-1.0/Cookie/.cvsignore
libapreq-1.0/Cookie/Cookie.pm
libapreq-1.0/Cookie/Cookie.xs
libapreq-1.0/Cookie/Makefile.PL
libapreq-1.0/Request/
libapreq-1.0/Request/.cvsignore libapreq-1.0/Request/Makefile.PL
libapreq-1.0/Request/Request.pm libapreq-1.0/Request/Request.xs
libapreq-1.0/c/ libapreq-1.0/c/.cvsignore libapreq-1.0/c/Makefile.PL
libapreq-1.0/c/Makefile.am libapreq-1.0/c/Makefile.noperl
libapreq-1.0/c/apache_cookie.c libapreq-1.0/c/apache_cookie.h
libapreq-1.0/c/apache_multipart_buffer.c
libapreq-1.0/c/apache_multipart_buffer.h
libapreq-1.0/c/apache_request.c
libapreq-1.0/c/apache_request.h libapreq-1.0/c/libapreq_config.h.in
libapreq-1.0/c/stamp-h.in
libapreq-1.0/c/Makefile.in
libapreq-1.0/eg/
libapreq-1.0/eg/c/
libapreq-1.0/eg/c/testapreq/ libapreq-1.0/eg/c/testapreq/Makefile.apxs
libapreq-1.0/eg/c/testapreq/Makefile.tmpl
libapreq-1.0/eg/c/testapreq/mod_testapreq.c
libapreq-1.0/eg/c/testapreq/mod_testapreq.module
libapreq-1.0/eg/perl/
libapreq-1.0/eg/perl/cookie.pl libapreq-1.0/eg/perl/file_upload.pl
libapreq-1.0/lib/
libapreq-1.0/lib/Apache/
libapreq-1.0/lib/Apache/libapreq.pm
libapreq-1.0/missing
libapreq-1.0/Makefile.in
libapreq-1.0/configure
Removing previously used /root/.cpan/build/libapreq-1.0

  CPAN.pm: Going to build J/JI/JIMW/libapreq-1.0.tar.gz

Checking if your kit is complete...
Looks good
Writing Makefile for libapreq
mkdir ../blib
mkdir ../blib/arch
mkdir ../blib/arch/auto
mkdir ../blib/arch/auto/libapreq
Warning: -L../blib/arch/auto/libapreq changed to
-L/root/.cpan/build/libapreq-1.0/Request/../blib/arch/auto/libapreq
Writing Makefile for Apache::Request
Warning: -L../blib/arch/auto/libapreq changed to
-L/root/.cpan/build/libapreq-1.0/Cookie/../blib/arch/auto/libapreq
Writing Makefile for Apache::Cookie
Writing Makefile for libapreq
make[1]: Entering directory `/root/.cpan/build/libapreq-1.0'
cp libapreq.pod blib/lib/libapreq.pod
cp lib/Apache/libapreq.pm blib/lib/Apache/libapreq.pm
make[2]: Entering directory `/root/.cpan/build/libapreq-1.0/c'
gcc -c -I/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/include
-I/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/include/module
s/perl-fno-strict-aliasing -I/usr/local/include -O2 -march=i386
-mcpu=i686  
-DVERSION=\"0.10\"-DXS_VERSION=\"0.10\" -fPIC
-I/usr/lib/perl5/5.6.1/i386-linux/CORE 
apache_request.cIn file included from apache_request.c:59:
apache_request.h:5:19: httpd.h: No such file or directory
apache_request.h:6:25: http_config.h: No such file or directory
apache_request.h:7:23: http_core.h: No such file or directory
apache_request.h:8:22: http_log.h: No such file or directory
apache_request.h:9:23: http_main.h: No such file or directory
apache_request.h:10:27: http_protocol.h: No such file or directory
apache_request.h:11:25: util_script.h: No such file or directory
make[2]: *** [apache_request.o] Error 1
make[2]: Leaving directory `/root/.cpan/build/libapreq-1.0/c'
make[1]: *** [subdirs] Error 2
make[1]: Leaving directory `/root/.cpan/build/libapreq-1.0'
  /usr/bin/make  -- NOT OK
Running make test
  Can't test without successful make
Running make install
  make had returned bad status, install seems impossible

Checking for Apache::Session 1.53 ...found
Checking for Date::Parse...found
Checking for Date::Format...found
Checking for MIME::Entity 5.108 ...found
Checking for Mail::Mailer 1.20 ...found
Checking for Getopt::Long 2.24 ...found
Checking for Tie::IxHash...found
Checking for Text::Wrapper...found
Checking for Text::Template...found
Checking for File::Spec 0.8 ...found
Checking for Errno...found
Checking for FreezeThaw...found
Checking for File::Temp...found
Checking for Log::Dispatch 1.6 ...found
Checking for DBD::mysql 2.0416 ...found ]0;root at rtserv:~/rt-2-0-13
[root at rtserv rt-2-0-13]# Script done on Mon Jun 10 09:44:16 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 rmillisl at enel.ucalgary.ca  Mon Jun 10 12:00:43 2002
From: rmillisl at enel.ucalgary.ca (Randy Millis)
Date: Mon, 10 Jun 2002 10:00:43 -0600 (MDT)
Subject: [rt-users] Apache::Cookie??
In-Reply-To: <4321.136.159.104.88.1023724205.squirrel@webmail.enel.ucalgary.ca>
References: <4321.136.159.104.88.1023724205.squirrel@webmail.enel.ucalgary.ca>
Message-ID: <4369.136.159.104.88.1023724843.squirrel@webmail.enel.ucalgary.ca>

I hate when you rack your brain, give up and ask for help, then you figure
it out.:-)
Adding apache-devel-1.3.23-11.i386.rpm seems to allow make fixdeps to work.

> I'm using RedHat 7.3 and the RPM versions of perl ( v5.6.1 built for
> i386-Linux) and apache (Server version: Apache/1.3.23 (Unix)
> (Red-Hat/Linux)Server built: Apr  9 2002 14:56:43).
>
> Is this why I am having problems with Apache::Cookie?
>
> What is the appropriate course of action to fuixc this?
>
> Remove the RPM version of apache and build it from scratch?
>
> Here is my output from make fixdeps:
> Subject:
>   Date:
>        Mon, 10 Jun 2002 09:44:33 -0600
>   From:
>        root <root at rtserv.enel.ucalgary.ca>
>     To:
>        rmillis at enel.ucalgary.ca
>
>
>
>
> Script started on Mon Jun 10 09:44:00 2002
> ]0;root at rtserv:~/rt-2-0-13[root at rtserv rt-2-0-13]# clear
> ]0;root at rtserv:~/rt-2-0-13[root at rtserv rt-2-0-13]# make
> fixdeps /usr/bin/perl ./tools/testdeps -fix mysql
> Checking for Digest::MD5...found
> Checking for Storable...found
> Checking for DBI 1.18 ...found
> Checking for DBIx::DataSource 0.02 ...found
> Checking for DBIx::SearchBuilder 0.48 ...found
> Checking for HTML::Entities...found
> Checking for MLDBM...found
> Checking for Net::Domain...found
> Checking for Net::SMTP...found
> Checking for Params::Validate 0.02 ...found
> Checking for HTML::Mason 1.02 ...found
> Checking for CGI::Cookie 1.20 ...found
> Checking for Apache::Cookie....Apache::Cookie not installed.Installing
> with CPAN...Goingto read /root/.cpan/Metadata
>  Database was generated on Mon, 10 Jun 2002 05:40:11 GMT
> Running install for module Apache::Cookie
> Running make for J/JI/JIMW/libapreq-1.0.tar.gz
>
>  CPAN: MD5 security checks disabled because MD5 not installed.
>  Please consider installing the MD5 module.
>
> Scanning cache /root/.cpan/build for sizes
> libapreq-1.0/
> libapreq-1.0/.cvsignore
> libapreq-1.0/CREDITS
> libapreq-1.0/Changes
> libapreq-1.0/INSTALL
> libapreq-1.0/LICENSE
> libapreq-1.0/MANIFEST
> libapreq-1.0/Makefile.PL
> libapreq-1.0/Makefile.am
> libapreq-1.0/README
> libapreq-1.0/ToDo
> libapreq-1.0/acconfig.h
> libapreq-1.0/acinclude.m4
> libapreq-1.0/aclocal.m4
> libapreq-1.0/config.guess
> libapreq-1.0/config.sub
> libapreq-1.0/configure.in
> libapreq-1.0/install-sh
> libapreq-1.0/libapreq.pod
> libapreq-1.0/libtool
> libapreq-1.0/ltconfig
> libapreq-1.0/ltmain.sh
> libapreq-1.0/mkinstalldirs
> libapreq-1.0/typemap
> libapreq-1.0/Cookie/
> libapreq-1.0/Cookie/.cvsignore
> libapreq-1.0/Cookie/Cookie.pm
> libapreq-1.0/Cookie/Cookie.xs
> libapreq-1.0/Cookie/Makefile.PL
> libapreq-1.0/Request/
> libapreq-1.0/Request/.cvsignore
> libapreq-1.0/Request/Makefile.PL
> libapreq-1.0/Request/Request.pm
> libapreq-1.0/Request/Request.xs
> libapreq-1.0/c/
> libapreq-1.0/c/.cvsignore
> libapreq-1.0/c/Makefile.PL
> libapreq-1.0/c/Makefile.am
> libapreq-1.0/c/Makefile.noperl
> libapreq-1.0/c/apache_cookie.c
> libapreq-1.0/c/apache_cookie.h
> libapreq-1.0/c/apache_multipart_buffer.c
> libapreq-1.0/c/apache_multipart_buffer.h
> libapreq-1.0/c/apache_request.c
> libapreq-1.0/c/apache_request.h
> libapreq-1.0/c/libapreq_config.h.in
> libapreq-1.0/c/stamp-h.in
> libapreq-1.0/c/Makefile.in
> libapreq-1.0/eg/
> libapreq-1.0/eg/c/
> libapreq-1.0/eg/c/testapreq/
> libapreq-1.0/eg/c/testapreq/Makefile.apxs
> libapreq-1.0/eg/c/testapreq/Makefile.tmpl
> libapreq-1.0/eg/c/testapreq/mod_testapreq.c
> libapreq-1.0/eg/c/testapreq/mod_testapreq.module
> libapreq-1.0/eg/perl/
> libapreq-1.0/eg/perl/cookie.pl
> libapreq-1.0/eg/perl/file_upload.pl
> libapreq-1.0/lib/
> libapreq-1.0/lib/Apache/
> libapreq-1.0/lib/Apache/libapreq.pm
> libapreq-1.0/missing
> libapreq-1.0/Makefile.in
> libapreq-1.0/configure
> Removing previously used /root/.cpan/build/libapreq-1.0
>
>  CPAN.pm: Going to build J/JI/JIMW/libapreq-1.0.tar.gz
>
> Checking if your kit is complete...
> Looks good
> Writing Makefile for libapreq
> mkdir ../blib
> mkdir ../blib/arch
> mkdir ../blib/arch/auto
> mkdir ../blib/arch/auto/libapreq
> Warning: -L../blib/arch/auto/libapreq changed to
> -L/root/.cpan/build/libapreq-1.0/Request/../blib/arch/auto/libapreq
> Writing Makefile for Apache::Request
> Warning: -L../blib/arch/auto/libapreq changed to
> -L/root/.cpan/build/libapreq-1.0/Cookie/../blib/arch/auto/libapreq
> Writing Makefile for Apache::Cookie
> Writing Makefile for libapreq
> make[1]: Entering directory `/root/.cpan/build/libapreq-1.0'
> cp libapreq.pod blib/lib/libapreq.pod
> cp lib/Apache/libapreq.pm blib/lib/Apache/libapreq.pm
> make[2]: Entering directory `/root/.cpan/build/libapreq-1.0/c'
> gcc -c
> -I/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/include
> -I/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/auto/Apache/include/modules/perl-fno-strict-aliasing> -I/usr/local/include -O2 -march=i386 -mcpu=i686
> -DVERSION=\"0.10\"-DXS_VERSION=\"0.10\" -fPIC
> -I/usr/lib/perl5/5.6.1/i386-linux/CORE  apache_request.cIn file
> included from apache_request.c:59:
> apache_request.h:5:19: httpd.h: No such file or directory
> apache_request.h:6:25: http_config.h: No such file or directory
> apache_request.h:7:23: http_core.h: No such file or directory
> apache_request.h:8:22: http_log.h: No such file or directory
> apache_request.h:9:23: http_main.h: No such file or directory
> apache_request.h:10:27: http_protocol.h: No such file or directory
> apache_request.h:11:25: util_script.h: No such file or directory
> make[2]: *** [apache_request.o] Error 1
> make[2]: Leaving directory `/root/.cpan/build/libapreq-1.0/c'
> make[1]: *** [subdirs] Error 2
> make[1]: Leaving directory `/root/.cpan/build/libapreq-1.0'
>  /usr/bin/make  -- NOT OK
> Running make test
>  Can't test without successful make
> Running make install
>  make had returned bad status, install seems impossible
>
> Checking for Apache::Session 1.53 ...found
> Checking for Date::Parse...found
> Checking for Date::Format...found
> Checking for MIME::Entity 5.108 ...found
> Checking for Mail::Mailer 1.20 ...found
> Checking for Getopt::Long 2.24 ...found
> Checking for Tie::IxHash...found
> Checking for Text::Wrapper...found
> Checking for Text::Template...found
> Checking for File::Spec 0.8 ...found
> Checking for Errno...found
> Checking for FreezeThaw...found
> Checking for File::Temp...found
> Checking for Log::Dispatch 1.6 ...found
> Checking for DBD::mysql 2.0416 ...found
> ]0;root at rtserv:~/rt-2-0-13[root at rtserv rt-2-0-13]#
> Script done on Mon Jun 10 09:44:16 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 phil at ipom.com  Mon Jun 10 13:41:25 2002
From: phil at ipom.com (Phil Dibowitz)
Date: Mon, 10 Jun 2002 10:41:25 -0700
Subject: [rt-users] Changing "From"
Message-ID: <3D04E4C5.7070502@ipom.com>

Hey all,

When someone replies to a ticket in RT, the "From" says "Name via RT" - can we 
change this to be "Name via domain.com"?

I thought this would be under Templates, but it only includes a subject and 
not the From line. I checked the manual, but was unable to find it. Any 
pointers would be much appreciated.

Thanks,
Phil
-- 
"They that can give up essential liberty to obtain a little temporary safety 
deserve neither liberty nor safety."
-Benjamin Franklin, 1759




From dwarner at ctinetworks.com  Mon Jun 10 13:47:33 2002
From: dwarner at ctinetworks.com (Douglas E. Warner)
Date: Mon, 10 Jun 2002 13:47:33 -0400
Subject: [rt-users] Changing "From"
In-Reply-To: <3D04E4C5.7070502@ipom.com>
References: <3D04E4C5.7070502@ipom.com>
Message-ID: <200206101347.33800.dwarner@ctinetworks.com>

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

On Monday 10 June 2002 13:41, Phil Dibowitz wrote:
> Hey all,
>
> When someone replies to a ticket in RT, the "From" says "Name via RT" - can
> we change this to be "Name via domain.com"?
>
> I thought this would be under Templates, but it only includes a subject and
> not the From line. I checked the manual, but was unable to find it. Any
> pointers would be much appreciated.
>
> Thanks,
> Phil

This isn't where you think it is.  You can find it in 
<your-rt-path>/lib/RT/Action/SendEmail.pm
There's even a nice Todo comment about this being site configurable ;-)
Make sure you stop and restart your web server after changing this file.

- -Doug

- -- 
Douglas E. Warner    <dwarner at ctinetworks.com>     Network Engineer
CTI/PAdotNET         http://www.pa.net             +1 717 975 9000
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From kpatton at pixim.com  Mon Jun 10 13:49:51 2002
From: kpatton at pixim.com (Kirk Patton x111)
Date: Mon, 10 Jun 2002 10:49:51 -0700
Subject: [rt-users] --limit-resolved CLI
Message-ID: <20020610104950.I7532@captain.pixim.com>

Hello,

I am tring to use the rt client app to generate a report on tickets resolved within
a specified date window.

I appear to be doing something wrong as I cannot get any output.

I have tried 
rt --limit-resolved="05/01/2002 06/01/2002" -summary.

I have tried various date combinations, but I can't get any output
other than the summary headed line.

Can someone point me in the right direction?

Thanks,
Kirk



-- 
Kirk Patton
Pixim Inc.
Sr. Systems Administrator
Phone 650 605-1111
Cell  650 224-0739
Fax   650 934-0560
e-mail kpatton at pixim.com



From rmillisl at enel.ucalgary.ca  Mon Jun 10 15:15:42 2002
From: rmillisl at enel.ucalgary.ca (Randy Millis)
Date: Mon, 10 Jun 2002 13:15:42 -0600 (MDT)
Subject: [rt-users] http://rt::WebBaseURL.not.configured
Message-ID: <4665.136.159.104.88.1023736542.squirrel@webmail.enel.ucalgary.ca>

My image path is (from my browser):

http://rt::WebBaseURL.not.configured:80/NoAuth/images/rt.jpg

But I have:

$WebBaseURL = "http://RT::rtserv.enel.ucalgary.ca:80";

$WebURL = $WebBaseURL . $WebPath . "/";







From juchem at uni-mannheim.de  Mon Jun 10 15:53:30 2002
From: juchem at uni-mannheim.de (Matthias Juchem)
Date: Mon, 10 Jun 2002 21:53:30 +0200
Subject: [rt-users] Englische Seite: Kundenlogin
Message-ID: <E17HVEJ-0002xh-00@gandalf.math.uni-mannheim.de>

Welcome to our customers' area. Please enter your customer ID into the field 
below. Please note that this ID is case sensitive, so enter 'D000123' for 
example and not 'd-000123'.

Your customer ID:

SSL - encrypted transmission

LOGIN



From KFerguso at chi.navtech.com  Mon Jun 10 15:41:32 2002
From: KFerguso at chi.navtech.com (Ferguson, Kevin)
Date: Mon, 10 Jun 2002 14:41:32 -0500
Subject: [rt-users] http://rt::WebBaseURL.not.configured
Message-ID: <91468650040FD411A51100104B63E23102E281A5@postman.chi.navtech.com>

> 
> My image path is (from my browser):
> 
> http://rt::WebBaseURL.not.configured:80/NoAuth/images/rt.jpg
> 
> But I have:
> 
> $WebBaseURL = "http://RT::rtserv.enel.ucalgary.ca:80";
> 
> $WebURL = $WebBaseURL . $WebPath . "/";
> 

Remove the "RT::" from your $WebBaseURL.

ttfn,
kevin



From juchem at uni-mannheim.de  Mon Jun 10 16:19:39 2002
From: juchem at uni-mannheim.de (Matthias Juchem)
Date: Mon, 10 Jun 2002 22:19:39 +0200
Subject: [rt-users] Englische Seite: Kundenlogin
In-Reply-To: <E17HVEJ-0002xh-00@gandalf.math.uni-mannheim.de>
References: <E17HVEJ-0002xh-00@gandalf.math.uni-mannheim.de>
Message-ID: <E17HVdc-00030v-00@gandalf.math.uni-mannheim.de>

On Monday, 10. June 2002 21:53, you wrote:
[..]

wrong list, sorry

 Matthias




From rmillisl at enel.ucalgary.ca  Mon Jun 10 16:57:27 2002
From: rmillisl at enel.ucalgary.ca (Randy Millis)
Date: Mon, 10 Jun 2002 14:57:27 -0600 (MDT)
Subject: [rt-users] Can't do setuid 554 5.3.0 unknown mailer error 2
Message-ID: <1151.136.159.104.88.1023742647.squirrel@webmail.enel.ucalgary.ca>

Subject:
        Returned mail: see transcript for details
   Date:
        Mon, 10 Jun 2002 13:21:28 -0600
   From:
        Mail Delivery Subsystem <MAILER-DAEMON at rtserv.enel.ucalgary.ca>
     To:
        root at rtserv.enel.ucalgary.ca
I get teh following bounced message if I send a ticket to my test rtserver:

-cut-
The original message was received at Mon, 10 Jun 2002 13:21:28 -0600
from root at localhost

   ----- The following addresses had permanent fatal errors -----
"|/opt/rt2/bin/rt-mailgate --queue general --action correspond"
    (reason: 2)
    (expanded from: rt)

   ----- Transcript of session follows -----
Can't do setuid
554 5.3.0 unknown mailer error 2

-cut-

The FAQ says to chmod u+s /usr/bin/suidperl but I dont seem to have this
binary under RedHat 7.3?







From aking at gblx.net  Mon Jun 10 17:16:55 2002
From: aking at gblx.net (Aubrey King)
Date: Mon, 10 Jun 2002 17:16:55 -0400 (EDT)
Subject: [rt-users] import 1 --> 2 question
In-Reply-To: <Pine.LNX.4.33.0206080859100.5143-100000@cslin000.leeds.ac.uk>
Message-ID: <Pine.LNX.4.44.0206101716170.5391-100000@endor.faceplate-27.com>

my default queue is 'general' and.. it appears that the queue 'general' is 
created by default in the rt2 install.

> 
> You need to create your specified default queue in RT2 before running
> the script, it doesn't matter if a queue of that name exists in RT1 or
> not.
> 
> Steve
> 
> 

-- 

Aubrey King
Global Crossing, Ltd.
IP Systems Engineering
Systems Administrator




From byron at agora.rdrop.com  Tue Jun 11 02:02:27 2002
From: byron at agora.rdrop.com (Byron OBrien)
Date: Mon, 10 Jun 2002 23:02:27 -0700 (PDT)
Subject: [rt-users] Help w/ RT 2.0.13 and Oracle
Message-ID: <20020610230100.M37068-100000@agora.rdrop.com>

Wondering if anyone has seen or has a solution to
this issue:

I'm running RT 2.0.13 on a Solaris box, using Apache 1.3.24
and Oracle 9i as the back end.  After some building of modules
and gnashing of teeth, I was able to get it up and running
with one curious exception: no ticket searches or user
searches yield any results.

I can create a user, no problem. But trying to grant rights to a
user never happens because they don't appear in the selection
list.  Likewise, the Configuration->Users search won't display
a user I've created.  (I know it's in there somewhere, because I
can't create another with the same name or e-mail address.)

Also, I'm having problems searching tickets.  Selecting the
'general' queue (where things are going right now) doesn't
list anything, and searching won't find it, but I am able to get the
ticket by explicitly supplying the ticket number (with the
'Goto ticket' button.)

One issue I found was that I was getting lots of 'ORACLE_HOME
not set' errors in Apache's logs.  I was able to get around this
by setting the appropriate $ENV{} in the webmux.pl script, but
I'm still having the same searching problems.

Anyone run into anything like this before?  Any help is appreciated.
I'm open to running mySQL as the back end, but would prefer
Oracle, since it's my organization's "official" database and is
backed up regularly.

Thanks!!

Byron O'Brien
byron at rdrop.com




From byron at agora.rdrop.com  Tue Jun 11 02:03:52 2002
From: byron at agora.rdrop.com (Byron OBrien)
Date: Mon, 10 Jun 2002 23:03:52 -0700 (PDT)
Subject: [rt-users] Help w/ RT 2.0.13 and Oracle
Message-ID: <20020610230307.B37335-100000@agora.rdrop.com>

Wondering if anyone has seen or has a solution to
this issue:

I'm running RT 2.0.13 on a Solaris box, using Apache 1.3.24
and Oracle 9i as the back end.  After some building of modules
and gnashing of teeth, I was able to get it up and running
with one curious exception: no ticket searches or user
searches yield any results.

I can create a user, no problem. But trying to grant rights to a
user never happens because they don't appear in the selection
list.  Likewise, the Configuration->Users search won't display
a user I've created.  (I know it's in there somewhere, because I
can't create another with the same name or e-mail address.)

Also, I'm having problems searching tickets.  Selecting the
'general' queue (where things are going right now) doesn't
list anything, and searching won't find it, but I am able to get the
ticket by explicitly supplying the ticket number (with the
'Goto ticket' button.)

One issue I found was that I was getting lots of 'ORACLE_HOME
not set' errors in Apache's logs.  I was able to get around this
by setting the appropriate $ENV{} in the webmux.pl script, but
I'm still having the same searching problems.

Anyone run into anything like this before?  Any help is appreciated.
I'm open to running mySQL as the back end, but would prefer
Oracle, since it's my organization's "official" database and is
backed up regularly.

Thanks!!

Byron O'Brien
byron at rdrop.com





From mberniz at iasoft.es  Tue Jun 11 04:27:33 2002
From: mberniz at iasoft.es (=?iso-8859-1?Q?Miguel_B=E9rniz?=)
Date: Tue, 11 Jun 2002 10:27:33 +0200
Subject: [rt-users] Can't do setuid 554 5.3.0 unknown mailer error 2
In-Reply-To: <1151.136.159.104.88.1023742647.squirrel@webmail.enel.ucalgary.ca>
Message-ID: <000801c21121$d5c1b530$64640a0a@mberniz>

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

Hi there,

It happened to me yesterday also with RedHat 7.3.

Just install the following package and it will run properly:

perl-suidperl-5.6.1-34.99.6.i386.rpm

Hope it helps..

Regards,

Miguel Angel B?rniz Mar?n
?rea de Producci?n
Gestor de Sistemas
 
iA Soft
tel.: +34 976 467 220
fax: +34 976 306 004
www.iasoft.es


- -----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Randy Millis
Sent: lunes, 10 de junio de 2002 22:57
To: rt-users at lists.fsck.com
Subject: [rt-users] Can't do setuid 554 5.3.0 unknown mailer error 2


Subject:
        Returned mail: see transcript for details
   Date:
        Mon, 10 Jun 2002 13:21:28 -0600
   From:
        Mail Delivery Subsystem
<MAILER-DAEMON at rtserv.enel.ucalgary.ca>
     To:
        root at rtserv.enel.ucalgary.ca
I get teh following bounced message if I send a ticket to my test
rtserver:

- -cut-
The original message was received at Mon, 10 Jun 2002 13:21:28 -0600
from root at localhost

   ----- The following addresses had permanent fatal errors -----
"|/opt/rt2/bin/rt-mailgate --queue general --action correspond"
    (reason: 2)
    (expanded from: rt)

   ----- Transcript of session follows -----
Can't do setuid
554 5.3.0 unknown mailer error 2

- -cut-

The FAQ says to chmod u+s /usr/bin/suidperl but I dont seem to have
this binary under RedHat 7.3?





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

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

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From Andreas.Banze at Geodata.de  Tue Jun 11 06:22:06 2002
From: Andreas.Banze at Geodata.de (Banze, Andreas)
Date: Tue, 11 Jun 2002 12:22:06 +0200
Subject: [rt-users] Uhm... Install problem - error in SQL syntax
Message-ID: <1D9A340F01C29341A4C4DEDBED45B61E0D3AB1@srv000000002.geodata.net>

I've got an error message I don't understand (my knowledge of mysql is quite
basic).

Any hints where to look at?

[warning]: DBD::mysql::st execute failed: You have an error in your SQL
syntax near 'UNION SELECT ACL.id from ACL, Principals WHERE  (ACL.RightName
= 'AdminGroups' O' at line 7 at
/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 365.

[warning]: RT::Handle=HASH(0x878dce8) couldn't execute the query '
SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers  WHERE
   (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'AdminGroups') AND
Principals.Id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId =
'1' AND
    (   ACL.ObjectType = 'System'  ) AND
    (
        (  ACL.PrincipalId = Principals.Id and Principals.ObjectId =
Groups.Id AND ACL.PrincipalType = 'Group' AND (Groups.Domain =
'SystemInternal' OR Groups.Domain = 'UserDefined'))
            )  UNION SELECT ACL.id from ACL, Principals WHERE
(ACL.RightName = 'AdminGroups' OR ACL.RightName = 'SuperUser') AND
ACL.PrincipalType = 'User'  AND ( Principals.PrincipalType = 'User' AND
Principals.ObjectId = 1 AND ACL.PrincipalId = Principals.Id ) AND (
(ACL.ObjectType = 'System') )'You have an error in your SQL syntax near
'UNION SELECT ACL.id from ACL, Principals WHERE  (ACL.RightName =
'AdminGroups' O' at line 7

Can't call method "fetchrow" on an undefined value at
/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 400.
Creating Superuser  ACL...Creating groups...make: *** [insert-baseline-data]
Fehler 255


Thanks
Andreas



From Kendric.Beachey at garmin.com  Tue Jun 11 09:16:21 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Tue, 11 Jun 2002 08:16:21 -0500
Subject: [rt-users] MySQL version 4.x considered OK or bad?
Message-ID: <3C167C6F2DAAA54B89DABE60D2461FFA5337D8@dallas.garmin.com>

A guy here is installing RT, and he wants to install the latest version of
MySQL with it, that is, version 4.x rather than 3.x.

I seem to recall seeing here lately that this version won't work with RT,
but all attempts to find the message I have in mind have failed so far.  Can
someone confirm or deny that MySQL version 4.x works with RT?

--
Kendric Beachey
 
-------------- next part --------------
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From jesse at bestpractical.com  Tue Jun 11 09:21:51 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 11 Jun 2002 09:21:51 -0400
Subject: [rt-users] Uhm... Install problem - error in SQL syntax
In-Reply-To: <1D9A340F01C29341A4C4DEDBED45B61E0D3AB1@srv000000002.geodata.net>; from Andreas.Banze@Geodata.de on Tue, Jun 11, 2002 at 12:22:06PM +0200
References: <1D9A340F01C29341A4C4DEDBED45B61E0D3AB1@srv000000002.geodata.net>
Message-ID: <20020611092151.U13735@fsck.com>

You've attempted to install one of the development snapshots of RT 2.1
on mysql 3.23.x.  RT 2.1 requires mysql 4. And you REALLY don't want to 
be running RT 2.1 in production yet. Also, development releases are really
best discussed on rt-devel at lists.fsck.com.

	Best,
	Jesse

On Tue, Jun 11, 2002 at 12:22:06PM +0200, Banze, Andreas wrote:
> I've got an error message I don't understand (my knowledge of mysql is quite
> basic).
> 
> Any hints where to look at?
> 
> [warning]: DBD::mysql::st execute failed: You have an error in your SQL
> syntax near 'UNION SELECT ACL.id from ACL, Principals WHERE  (ACL.RightName
> = 'AdminGroups' O' at line 7 at
> /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 365.
> 
> [warning]: RT::Handle=HASH(0x878dce8) couldn't execute the query '
> SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers  WHERE
>    (ACL.RightName = 'SuperUser' OR  ACL.RightName = 'AdminGroups') AND
> Principals.Id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId =
> '1' AND
>     (   ACL.ObjectType = 'System'  ) AND
>     (
>         (  ACL.PrincipalId = Principals.Id and Principals.ObjectId =
> Groups.Id AND ACL.PrincipalType = 'Group' AND (Groups.Domain =
> 'SystemInternal' OR Groups.Domain = 'UserDefined'))
>             )  UNION SELECT ACL.id from ACL, Principals WHERE
> (ACL.RightName = 'AdminGroups' OR ACL.RightName = 'SuperUser') AND
> ACL.PrincipalType = 'User'  AND ( Principals.PrincipalType = 'User' AND
> Principals.ObjectId = 1 AND ACL.PrincipalId = Principals.Id ) AND (
> (ACL.ObjectType = 'System') )'You have an error in your SQL syntax near
> 'UNION SELECT ACL.id from ACL, Principals WHERE  (ACL.RightName =
> 'AdminGroups' O' at line 7
> 
> Can't call method "fetchrow" on an undefined value at
> /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 400.
> Creating Superuser  ACL...Creating groups...make: *** [insert-baseline-data]
> Fehler 255
> 
> 
> Thanks
> Andreas
> 
> _______________________________________________
> 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 binand at cysphere.com  Tue Jun 11 11:16:21 2002
From: binand at cysphere.com (Binand Raj S.)
Date: Tue, 11 Jun 2002 20:46:21 +0530
Subject: [rt-users] Apache doesn't start after installing RT
Message-ID: <20020611151621.GF5723@binand.cysphere.com>

Hi All,

Please help me with this one.

I installed RT on a system (RedHat Linux 7.2) with the
following software:

[root at internal rt-2-0-13]# rpm -q apache mod_perl sendmail mysql
apache-1.3.20-16
mod_perl-1.24_01-3
sendmail-8.11.6-3
mysql-3.23.41-1

I was following the directions given at
http://fsck.com/rtfm/article.html?id=2

RT version is 2.0.13, HTML-Mason version is 1.09_02.

Installation went fine, and I have a VirtualHost rt2.cysphere.com
with the following configuration:

<VirtualHost *>
    ServerAdmin binand at cysphere.com
    #DocumentRoot /path/to/rt2/WebRT/html
    DocumentRoot /var/www/vhosts/rt2.cysphere.com
    ServerName rt2.cysphere.com
    ErrorLog logs/rt2.cysphere.com-error_log
    CustomLog logs/rt2.cysphere.com-access_log common
    PerlModule Apache::DBI
    PerlFreshRestart On
    PerlRequire /usr/local/rt2/bin/webmux.pl
    <Directory /var/www/vhosts/rt2.cysphere.com>
        Options ExecCGI
        DirectoryIndex query.cgi
        AllowOverride None
    </Directory>
    <Location />
        SetHandler perl-script
        PerlHandler RT::Mason
    </Location>
</VirtualHost>

Now, when I restart apache, I get this error:

[root at internal rt-2-0-13]# service httpd start
Starting httpd: Variable "$m" is not imported at /usr/local/rt2/bin/webmux.pl
line 94.
[Tue Jun 11 20:41:28 2002] [error] Global symbol "$m" requires explicit package
name at /usr/local/rt2/bin/webmux.pl line 94.
Compilation failed in require at (eval 7) line 1.

Syntax error on line 67 of /etc/httpd/conf/vhosts.conf:
Global symbol "$m" requires explicit package name at
/usr/local/rt2/bin/webmux.pl line 94.
Compilation failed in require at (eval 7) line 1.
                                                           [FAILED]

Line 94 of webmux.pl is:

     93             sub CGIObject {
     94                 $m->cgi_object();
     95             }

What is happening here? It looks to me that the interface to HTML::Mason
has changed, and RT is not aware of that. I am thinking of downgrading
Mason to a version that works with RT. A google search of this error with
site:fsck.com didn't tell me anything.

TIA,

Binand




From binand at cysphere.com  Tue Jun 11 11:34:57 2002
From: binand at cysphere.com (Binand Raj S.)
Date: Tue, 11 Jun 2002 21:04:57 +0530
Subject: [rt-users] Apache doesn't start after installing RT
In-Reply-To: <20020611151621.GF5723@binand.cysphere.com>
References: <20020611151621.GF5723@binand.cysphere.com>
Message-ID: <20020611153457.GG5723@binand.cysphere.com>

On Tue, Jun 11, 2002 at 08:46:21PM +0530, Binand Raj S. wrote:
> has changed, and RT is not aware of that. I am thinking of downgrading
> Mason to a version that works with RT. A google search of this error with
> site:fsck.com didn't tell me anything.

Hmm... Sorry about that, I mispelt site:fsck.com on google as
something else, and didn't notice... :-) Please disregard.

Found a lot of hits when I tried again. One suggested downgrading
Mason to 1.02 helps.

Binand




From seph at commerceflow.com  Tue Jun 11 17:33:57 2002
From: seph at commerceflow.com (seph)
Date: 11 Jun 2002 14:33:57 -0700
Subject: [rt-users] Help w/ RT 2.0.13 and Oracle
In-Reply-To: Byron OBrien's message of "Mon, 10 Jun 2002 23:02:27 -0700 (PDT)"
References: <20020610230100.M37068-100000@agora.rdrop.com>
Message-ID: <6yadq1fqka.fsf@seph.commerceflow.com>

> Anyone run into anything like this before?  Any help is appreciated.
> I'm open to running mySQL as the back end, but would prefer
> Oracle, since it's my organization's "official" database and is
> backed up regularly.

I personally haven't used oracle with rt, but I didn't think it was
very stable or happy. There's a little bit of info in rtfm
(http://www.fsck.com/rtfm/factoid.html?id=94) and I know I've seen
mailing list traffic about it. If your heart's set on oracle, you
should probably think about paying Best Practical for it.

seph



From erichz at superhero.org  Tue Jun 11 17:47:46 2002
From: erichz at superhero.org (Erich Zigler)
Date: Tue, 11 Jun 2002 16:47:46 -0500
Subject: [rt-users] Problem pulling reports
Message-ID: <200206111647.46834.erichz@superhero.org>

Using RT 2.0.12 whenever we login and pull any of the standard Reports such 
as...

 Tickets opened in 'IT' within the past 7 days
 Tickets resolved in 'IT' within the past 7 days
 Tickets opened in 'IT' within the past 30 days
 Tickets resolved in 'IT' within the past 30 days

We get the following error.

 


error in file:  
/usr/local/rt/WebRT/data/obj/STANDARD/statusreport.html


 



line 45: 
Can't locate object method "LimitDate" via package "RT::Transactions"


context:  



... 



41: 



42: 
my $Transactions = new RT::Transactions($session{'CurrentUser'});


43: 
$Transactions->LimitQueue(VALUE=>$Queue->Id) if ($Queue->Id);


44: 



45: 
$Transactions->LimitDate(FIELD => $ARGS{'Field'},


46: 
 OPERATOR => '>=', VALUE => $StartDate->ISO);


47: 
$Transactions->LimitDate(FIELD => $ARGS{'Field'},


48: 
 OPERATOR => '<=', VALUE => $EndDate->ISO);


49: 



... 



component stack:  
/statusreport.html [standard]
/autohandler [standard]



code stack:  
/usr/local/rt/WebRT/data/obj/STANDARD/statusreport.html:45
/usr/local/rt/WebRT/data/obj/STANDARD/autohandler:80

Any help would be greatly appreciated. 

Thank you.



From michaelm at kw.com  Tue Jun 11 18:09:18 2002
From: michaelm at kw.com (Michael Marziani)
Date: Tue, 11 Jun 2002 18:09:18 -0400
Subject: [rt-users] statistics package invalid?
Message-ID: <AFE0EF96DE9ADE4EB4A7BF95FDF6206803BFB955@mi8nycmail05.mi8.com>

I downloaded the stats package but neither winzip, gzip, or unzip see it
as a valid archive.

file data:

-rw-r--r--    1 root     root        20480 Jun 11 11:57 stats.tar.gz

Thoughts?

-Michael

____________________________
Michael D. Marziani
Systems Administrator
Keller Williams Realty Int'l


-----Original Message-----
From: Jason Englander [mailto:jason at englanders.cc] 
Sent: Monday, June 03, 2002 8:47 PM
To: Frances Russell
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] statistics package


On Tue, 4 Jun 2002, Frances Russell wrote:

> I found a lot of references in the archive to a statistics package 
> written by Simon Cozens. But the attachment (a file named 
> stats.tar.gz) doesn't seem to be included in the archive.
>
> Can anyone direct me to where I can get this, or perhaps send it to 
> me?

http://users.ox.ac.uk/~simon/stats.tar.gz

-- 
Jason Englander
jason at englanders.cc




_______________________________________________
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 darrinw at nixc.net  Tue Jun 11 18:16:34 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Tue, 11 Jun 2002 18:16:34 -0400
Subject: [rt-users] statistics package invalid?
In-Reply-To: <AFE0EF96DE9ADE4EB4A7BF95FDF6206803BFB955@mi8nycmail05.mi8.com>; from michaelm@kw.com on Tue, Jun 11, 2002 at 06:09:18PM -0400
References: <AFE0EF96DE9ADE4EB4A7BF95FDF6206803BFB955@mi8nycmail05.mi8.com>
Message-ID: <20020611181634.E1614@nixc.net>

  |+ -rw-r--r--    1 root     root        20480 Jun 11 11:57 stats.tar.gz

You sure you downloaded it as a binary, as opposed to ASCII?

-darrin




From michaelm at kw.com  Tue Jun 11 18:19:43 2002
From: michaelm at kw.com (Michael Marziani)
Date: Tue, 11 Jun 2002 18:19:43 -0400
Subject: [rt-users] statistics package invalid?
Message-ID: <AFE0EF96DE9ADE4EB4A7BF95FDF6206803BFB956@mi8nycmail05.mi8.com>

Yup.

HTTP automatically negotiates that.  I've never had a problem
downloading any tar.gz over it before at least.

-Michael

-----Original Message-----
From: Darrin Walton [mailto:darrinw at nixc.net] 
Sent: Tuesday, June 11, 2002 5:17 PM
To: Michael Marziani
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] statistics package invalid?


  |+ -rw-r--r--    1 root     root        20480 Jun 11 11:57
stats.tar.gz

You sure you downloaded it as a binary, as opposed to ASCII?

-darrin




From rich+rt at lafferty.ca  Tue Jun 11 21:43:13 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Tue, 11 Jun 2002 21:43:13 -0400
Subject: [rt-users] statistics package invalid?
In-Reply-To: <AFE0EF96DE9ADE4EB4A7BF95FDF6206803BFB956@mi8nycmail05.mi8.com>; from michaelm@kw.com on Tue, Jun 11, 2002 at 06:19:43PM -0400
References: <AFE0EF96DE9ADE4EB4A7BF95FDF6206803BFB956@mi8nycmail05.mi8.com>
Message-ID: <20020611214312.A23445@lafferty.ca>

On Tue, Jun 11, 2002 at 06:19:43PM -0400, Michael Marziani (michaelm at kw.com) wrote:
> Yup.
> 
> HTTP automatically negotiates that.  I've never had a problem
> downloading any tar.gz over it before at least.

Your browser apparently unzips things for you too.

-rw-------    1 richl    richl        3226 Mar  1 17:05 stats.tar.gz
-rw-------    1 richl    richl       20480 Mar  1 17:05 stats.tar


From dennisb at tetaworx.de  Wed Jun 12 09:18:39 2002
From: dennisb at tetaworx.de (Dennis Breithaupt)
Date: Wed, 12 Jun 2002 15:18:39 +0200
Subject: [rt-users] Searching for tickets belonging to same company/customer
Message-ID: <5.1.0.14.2.20020612150546.00a77340@mail.pelion12.de>

Hi all,

we're using RT 2.0.11.

Our problem is, that we in most cases open tickets manuelly, while 
telephoning with the customer. By doing this, the requester field gets 
filled with our eMail-Adress and not with that of the customer. This is ok, 
because we do not want to send our remarks in the RT to the customer at 
this point.

The pointis now, that we have no fast possibility to get an overview, if 
there are more open tickets regarding this customer. To get this 
information we must do a fulltext search over the system to find tickets 
with the name of the organisation of the customer in it. But that is in no 
appropriate way possible while talking to our customer.

I'm searching for a possibility to enter a customer name or something befor 
or while generating a new ticket, so that I get all other open tickets 
displayed while talking and entering the information concerning the new 
problem into the ticketsystem. So, for example, I could jump to another 
existing ticket, which has something to do with the customer.

How do you handle things like that?

I probably will not extend the code manually, because I want the 
possibility to update the rt-system in the future.

Thank you very much in advance for your tips and comments,

Dennis Breithaupt
pelion XII AG
Hannover, Germany




From hak at club-internet.fr  Wed Jun 12 09:18:47 2002
From: hak at club-internet.fr (Alexandre CHERIF)
Date: Wed, 12 Jun 2002 15:18:47 +0200
Subject: [rt-users] login page
Message-ID: <20020612151847.3afa435c.hak@club-internet.fr>

Hi,

did someone notice that le login page is missing the Footer or is it just my
install that has something weird.

it just end with the GNU notice, and not end tag of HTML...i've add a little
line to that page for me, since i'm not sure that it is for everyone or just for me.

Version : 2.0.13

Regards


-- 
Alexandre
==
Don't try and use this release for anything useful. We have made every effort to ensure that all
bits in this package are either 0 or 1. However, these bits may not be in the correct order and proportion. 
==



From michaelm at kw.com  Wed Jun 12 10:53:56 2002
From: michaelm at kw.com (Michael Marziani)
Date: Wed, 12 Jun 2002 10:53:56 -0400
Subject: [rt-users] statistics package invalid?
Message-ID: <AFE0EF96DE9ADE4EB4A7BF95FDF6206803BFB95A@mi8nycmail05.mi8.com>

Quite a helpful response.  Thanks.  Although I've downloaded countless
gz's and never ever had this happen.  I had forgotten about the file
command.

-Michael

____________________________
Michael D. Marziani
Systems Administrator
Keller Williams Realty Int'l


-----Original Message-----
From: Rich Lafferty [mailto:rich+rt at lafferty.ca] 
Sent: Tuesday, June 11, 2002 8:43 PM
To: RT Users mailing list
Subject: Re: [rt-users] statistics package invalid?


On Tue, Jun 11, 2002 at 06:19:43PM -0400, Michael Marziani
(michaelm at kw.com) wrote:
> Yup.
> 
> HTTP automatically negotiates that.  I've never had a problem 
> downloading any tar.gz over it before at least.

Your browser apparently unzips things for you too.

-rw-------    1 richl    richl        3226 Mar  1 17:05 stats.tar.gz
-rw-------    1 richl    richl       20480 Mar  1 17:05 stats.tar


From rich+rt at lafferty.ca  Wed Jun 12 11:11:22 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Wed, 12 Jun 2002 11:11:22 -0400
Subject: [rt-users] Searching for tickets belonging to same company/customer
In-Reply-To: <5.1.0.14.2.20020612150546.00a77340@mail.pelion12.de>; from dennisb@tetaworx.de on Wed, Jun 12, 2002 at 03:18:39PM +0200
References: <5.1.0.14.2.20020612150546.00a77340@mail.pelion12.de>
Message-ID: <20020612111122.B23445@lafferty.ca>

On Wed, Jun 12, 2002 at 03:18:39PM +0200, Dennis Breithaupt (dennisb at tetaworx.de) wrote:
> Hi all,
> 
> we're using RT 2.0.11.
> 
> Our problem is, that we in most cases open tickets manuelly, while 
> telephoning with the customer. By doing this, the requester field gets 
> filled with our eMail-Adress and not with that of the customer. This is ok, 
> because we do not want to send our remarks in the RT to the customer at 
> this point.

Hrm. I'm inclined to think you're solving this wrong twice. :-) You
don't need to send remarks to the customer when a ticket is *created*
(just don't have an OnCreate scrip for that), so ignore that
justification.

With that ignored: I've got a very hackish patch which creates a "New
call" button beside "Create ticket". It prompts you to select an
existing user or choose a new one before taking you to the usual
create-ticket screen with the Requestor prefilled.

Let me know if you want it.

  -Rich

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



From michaelm at kw.com  Wed Jun 12 12:22:53 2002
From: michaelm at kw.com (Michael Marziani)
Date: Wed, 12 Jun 2002 12:22:53 -0400
Subject: [rt-users] RT2 Statistics Development
Message-ID: <AFE0EF96DE9ADE4EB4A7BF95FDF6206803BFB95B@mi8nycmail05.mi8.com>

Well I just finished installing the RT2 stats package and think it is
pretty cool, and has a lot of potential.  As far as creating reports for
bosses, this may or may not be adequate for most people, but I would
like to see a bit more functionality.

Specifically I would like to be able to generate stats for tickets
opened/closed based on keywords.

Now on to the purpose of this email:  I was wondering if anyone is
working on development for rt2 stats or has build in any more
functionality.  If not, I plan to revamp the current stats package with
this and other functionality (based on suggestions) and hopefully get it
in the contribs directory.  I just wanted to avoid any duplication of
effort, so please let me know if you are currently working on this.

-Michael

____________________________
Michael D. Marziani
Systems Administrator
Keller Williams Realty Int'l



From cwfox at fujitsu.com  Wed Jun 12 16:34:05 2002
From: cwfox at fujitsu.com (Camron W. Fox)
Date: Wed, 12 Jun 2002 10:34:05 -1000
Subject: [rt-users] Searching by Date
Message-ID: <KNEOICNGFPAFJMEMGEIBEEGAIJAA.cwfox@fujitsu.com>

Alle,

	When I search for tickets by date, e.g. "Created After 2002-06-06
00:01:00", the search time is filtered in GMT, so the previous filter
condition actually come back as "Created > 2002-06-06 10:01:00 GMT". Is this
normal? All other dates seems to be OK and show the local timezone
(US/Hawaii).
	I couldn't find anything in the archive lists except the overall GMT
display issue that was posted recently.

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 rt at netthink.co.uk  Wed Jun 12 17:51:34 2002
From: rt at netthink.co.uk (Simon Cozens)
Date: Wed, 12 Jun 2002 22:51:34 +0100
Subject: [rt-users] RT2 Statistics Development
In-Reply-To: <AFE0EF96DE9ADE4EB4A7BF95FDF6206803BFB95B@mi8nycmail05.mi8.com>
References: <AFE0EF96DE9ADE4EB4A7BF95FDF6206803BFB95B@mi8nycmail05.mi8.com>
Message-ID: <20020612215134.GD29298@netthink.co.uk>

Michael Marziani:
> Now on to the purpose of this email:  I was wondering if anyone is
> working on development for rt2 stats or has build in any more
> functionality.

I'm working out some specifications with Jesse about a reporting
add-on for RT. This may or may not involve the statistics package.
At any rate, I intend to give the statistics package a good revisiting
in the next few months.

-- 
10. The Earth quakes and the heavens rattle; the beasts of nature flock
together and the nations of men flock apart; volcanoes usher up heat
while elsewhere water becomes ice and melts; and then on other days it
just rains. - Prin. Dis.



From ramassa at ucdavis.edu  Wed Jun 12 20:39:37 2002
From: ramassa at ucdavis.edu (Richard Massa)
Date: Wed, 12 Jun 2002 17:39:37 -0700
Subject: [rt-users] Seeing double
Message-ID: <20020613003937.GA4845@atm99.ucdavis.edu>

I'm having problems with rt 2.0.13 sending duplicate mails with double headers.

Example:

Date: 13 Jun 2002 00:34:14 -0000                                                
Cc: recipient list not shown: ;                                                 
X-RT-Loop-Prevention: dept-lawr.ucdavis.edu                                     
X-RT-Loop-Prevention: dept-lawr.ucdavis.edu                                     
Subject: [dept-lawr.ucdavis.edu #56] [Comment] Hoagland Computer Lab            
Subject: [dept-lawr.ucdavis.edu #56] [Comment] Hoagland Computer Lab 
In-Reply-To: <rt-56 at dept-lawr.ucdavis.edu>
In-Reply-To: <rt-56 at dept-lawr.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: "Enoch Root via RT" <ithh-comment at lawr-rt.ucdavis.edu>
From: "Enoch Root via RT" <ithh-comment at lawr-rt.ucdavis.edu>
RT-Ticket: dept-lawr.ucdavis.edu #56
RT-Ticket: dept-lawr.ucdavis.edu #56
Reply-To: ithh-comment at lawr-rt.ucdavis.edu
Reply-To: ithh-comment at lawr-rt.ucdavis.edu
X-Mailer: Perl5 Mail::Internet v1.45
X-Mailer: Perl5 Mail::Internet v1.45
Precedence: bulk
Precedence: bulk
RT-Originator: 
RT-Originator: 

My mail system is qmail, and I am using sendmail pipe with "-oi -t" as my
arguments.  Does anyone have any suggestions as to what might be wrong?  Would
any other information be helpful in resolving the problem?

Thanks,
Richard
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From dank at bulletproof.net.au  Thu Jun 13 00:34:47 2002
From: dank at bulletproof.net.au (Daniel Koo)
Date: 13 Jun 2002 14:34:47 +1000
Subject: [rt-users] enhanced mailgate-install procedure
In-Reply-To: <20020606154905.C47363@spielwiese.netcologne.net>
References: <OF40E59468.A29708DF-ON85256BCF.0060C5CC@ny.cyberdialogue.com>
	<20020606144722.B47363@spielwiese.netcologne.net>
	<20020606131521.GU80528@ns2.wananchi.com> 
	<20020606154905.C47363@spielwiese.netcologne.net>
Message-ID: <1023942889.25259.39.camel@adelie2>

On Thu, 2002-06-06 at 23:49, Andre Esser wrote:
> After that it worked, I could set some values by ticketcreation.
> But I can't set the priority or final-priority.
> If you know something about this it would be wonderful if you let me know.

You just need to make this change to enhanced-mailgate (was going to
submit this as a patch but had started working on non-RT projects, and
forgot all about it. oops.).

--- enhanced-mailgate.old       Thu Jun 13 14:19:47 2002
+++ enhanced-mailgate   Thu Jun 13 14:30:35 2002
@@ -274,7 +274,7 @@
                            Owner => $values->{'owner'},
                            TimeWorked => $values->{'timeworked'},
                            TimeLeft => $values->{'timeleft'},
-                           Priority => $values->{'priority'},
+                           InitialPriority => $values->{'priority'},
                            FinalPriority => $values->{'finalpriority'},
                            Due => $values->{'due'},
                          );


Then you can use these pseudo-headers:
RT-Priority: 30
RT-FinalPriority: 90 

(note the lack of a '-', I'm guessing this is probably why the final
priority was not being set for you even though the original code works
fine)


 
-- 
--
Dan

Bulletproof Networks
http://www.bulletproof.net.au




From mariana.lopes at multicert.com  Thu Jun 13 07:38:48 2002
From: mariana.lopes at multicert.com (Mariana Martins Lopes)
Date: Thu, 13 Jun 2002 12:38:48 +0100
Subject: [rt-users] Mason error
Message-ID: <3D088448.9070407@multicert.com>

  Hello!
I'm starting to try RT.
So, when I try to respond to a ticket I'm getting an error wich I don't 
know how to solve:-(
It's the following:

*error in file: *  /usr/lib/perl5/site_perl/5.6.1/MIME/Entity.pm
 
*line 1913:*  Can't locate object method "new" via package "IO::Scalar" 
(perhaps you forgot to load "IO::Scalar"?)

*context: * 
*...* 
*1909:*  =cut
*1910:* 
*1911:*  sub stringify_body {
*1912:*  my $str = '';
*1913:*  shift->print_body(new IO::Scalar \$str);
*1914:*  $str;
*1915:*  }
*1916:*  sub body_as_string { shift->stringify_body }
*1917:* 
*...* 

*component stack: *  /Ticket/Display.html [standard]
/autohandler [standard]
*code stack: *  /usr/lib/perl5/site_perl/5.6.1/MIME/Entity.pm:1916
/opt/rt2/lib/RT/Interface/Web.pm:278
/opt/rt2/WebRT/data/obj/STANDARD/Ticket/Display.html:126
/opt/rt2/WebRT/data/obj/STANDARD/autohandler:69


*misc info: *  error while executing /Ticket/Display.html [standard]:


I already verified if I have installed IO::Scalar and I have.
Can you help me, please?
Thanks in advance,
        Mariana Lopes




From harrison at palisadesys.com  Thu Jun 13 09:00:43 2002
From: harrison at palisadesys.com (James L. Harrison)
Date: Thu, 13 Jun 2002 08:00:43 -0500
Subject: [rt-users] RT Install Problems on RedHat 7.2
Message-ID: <017601c212da$53c783b0$4ea2bcc0@pisces>

MessageOkay,

I am trying to install rt-2-0-13 on a RedHat 7.2 box... I pass the make testdeps no problem, but when i try make install this is what i get:
        Red Hat Linux release 7.2 (Enigma)
        Kernel 2.4.7-10 on an i686
        [root at localhost rt-2-0-13]# 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
        make: *** No rule to make target `initialize.Mysql', needed by `install'.  Stop.

So I thought I should try a make dropdb... then this happens:
        [root at localhost rt-2-0-13]# make dropdb
        /usr/bin/perl   tools/initdb 'Mysql' '/usr' 'localhost' '' 'root' 'rt2' drop
        Now dropping the RT2 database.
        Enter the Mysql password for root:
        About to drop Mysql database rt2.
        WARNING: This will erase all data in rt2.
        If you have an existing RT 2.x installation, this will destroy all your data.
        Proceed [y/N]:y
        Dropping Mysql database rt2.
        Can't locate DBIx/DataSource/Mysql.pm in @INC (@INC contains: /usr/lib/perl5/5.6
        .0/i386-linux /usr/lib/perl5/5.6.0 /usr/lib/perl5/site_perl/5.6.0/i386-linux /us
        r/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl .) at /usr/lib/perl5/site_p
        erl/5.6.0/DBIx/DataSource.pm line 71, <STDIN> line 2.
        make: *** [dropdb] Error 2

So I figured out that there was no Mysql.pm in /usr/lib/perl5/5.6.0/DBIx/DataSource/, but there was a mysql.pm... I copied it to Mysql.pm, then this happened when I ran make dropdb:

        [root at localhost rt-2-0-13]# make dropdb
        /usr/bin/perl   tools/initdb 'Mysql' '/usr' 'localhost' '' 'root' 'rt2' drop
        Now dropping the RT2 database.
        Enter the Mysql password for root:
        About to drop Mysql database rt2.
        WARNING: This will erase all data in rt2.
        If you have an existing RT 2.x installation, this will destroy all your data.
        Proceed [y/N]:y
        Dropping Mysql database rt2.
        Can't locate object method "drop_database" via package "DBIx::DataSource::Mysql"
         at (eval 1) line 1, <STDIN> line 2.
I have no idea what is going on... Like I said, i got through make testdeps no problem...

Does anyone have any ideas?
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From purp at wildbrain.com  Thu Jun 13 09:46:58 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 13 Jun 2002 06:46:58 -0700
Subject: [rt-users] RT Install Problems on RedHat 7.2
In-Reply-To: <017601c212da$53c783b0$4ea2bcc0@pisces>
References: <017601c212da$53c783b0$4ea2bcc0@pisces>
Message-ID: <1023976030.10246.3.camel@wug.selequa.com>

Howdy!

I would try downloading the source tarball of DBIx::DataSource from CPAN
and reinstalling it. It feels like your install of that package is
wonky. `make testdeps` will tell you if the package is installed;
reinstalling via the usual `perl Makefile.PL && make && make test &&
make install` will actually test your installation and be sure it's
functioning properly.

Cheers!

--j

On Thu, 2002-06-13 at 06:00, James L. Harrison wrote:
> MessageOkay,
> 
> I am trying to install rt-2-0-13 on a RedHat 7.2 box... I pass the make testdeps no problem, but when i try make install this is what i get:
>         Red Hat Linux release 7.2 (Enigma)
>         Kernel 2.4.7-10 on an i686
>         [root at localhost rt-2-0-13]# 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
>         make: *** No rule to make target `initialize.Mysql', needed by `install'.  Stop.
> 
> So I thought I should try a make dropdb... then this happens:
>         [root at localhost rt-2-0-13]# make dropdb
>         /usr/bin/perl   tools/initdb 'Mysql' '/usr' 'localhost' '' 'root' 'rt2' drop
>         Now dropping the RT2 database.
>         Enter the Mysql password for root:
>         About to drop Mysql database rt2.
>         WARNING: This will erase all data in rt2.
>         If you have an existing RT 2.x installation, this will destroy all your data.
>         Proceed [y/N]:y
>         Dropping Mysql database rt2.
>         Can't locate DBIx/DataSource/Mysql.pm in @INC (@INC contains: /usr/lib/perl5/5.6
>         .0/i386-linux /usr/lib/perl5/5.6.0 /usr/lib/perl5/site_perl/5.6.0/i386-linux /us
>         r/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl .) at /usr/lib/perl5/site_p
>         erl/5.6.0/DBIx/DataSource.pm line 71, <STDIN> line 2.
>         make: *** [dropdb] Error 2
> 
> So I figured out that there was no Mysql.pm in /usr/lib/perl5/5.6.0/DBIx/DataSource/, but there was a mysql.pm... I copied it to Mysql.pm, then this happened when I ran make dropdb:
> 
>         [root at localhost rt-2-0-13]# make dropdb
>         /usr/bin/perl   tools/initdb 'Mysql' '/usr' 'localhost' '' 'root' 'rt2' drop
>         Now dropping the RT2 database.
>         Enter the Mysql password for root:
>         About to drop Mysql database rt2.
>         WARNING: This will erase all data in rt2.
>         If you have an existing RT 2.x installation, this will destroy all your data.
>         Proceed [y/N]:y
>         Dropping Mysql database rt2.
>         Can't locate object method "drop_database" via package "DBIx::DataSource::Mysql"
>          at (eval 1) line 1, <STDIN> line 2.
> I have no idea what is going on... Like I said, i got through make testdeps no problem...
> 
> Does anyone have any ideas?
-- 
Jim Meyer, Geek At Large                              purp at wildbrain.com




From Lutz.Jaenicke at aet.TU-Cottbus.DE  Thu Jun 13 11:08:17 2002
From: Lutz.Jaenicke at aet.TU-Cottbus.DE (Lutz Jaenicke)
Date: Thu, 13 Jun 2002 17:08:17 +0200
Subject: [rt-users] How to change default in resolve from "comment" to"correspondanc e" ?
In-Reply-To: <3CECA504.1A176414@hamburg.fcb.com>
References: <39C962D95C62CE47813FAF5341E6C8710B23C1@sa-usa-sj-po.sanjose.siliconaccess.com> <3CEBDE85.8040505@sdl.usu.edu> <3CEBDFC9.6020001@sdl.usu.edu> <3CECA504.1A176414@hamburg.fcb.com>
Message-ID: <20020613150817.GA13603@serv01.aet.tu-cottbus.de>

On Thu, May 23, 2002 at 10:15:00AM +0200, Harald Wagener wrote:
> Not necessarily good. This breaks the clean line between comments and
> correspondence.
> 
> To change the Web Interface, simply copy
> /path/to/rt2/WebRT/html/Ticket/Elements/Tabs to
> /path/to/rt2/local/WebRT/html/Ticket/Elements/Tabs 
> and apply the following changes:
> 
> In line 75, change 
> path => "Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=".$id,
> to
> path => "Ticket/Update.html?Action=Reply&DefaultStatus=resolved&id=".$id,
> 
> and voila!, instant replies. Be sure to check this still works after an
> upgrade to a newer version, the original template may have changed, so You'd
> need to make this change again.

I just made the change. For everybody else trying to reproduce it:
Use "Respond", not "Reply" :-)

Best regards,
	Lutz
-- 
Lutz Jaenicke                             Lutz.Jaenicke at aet.TU-Cottbus.DE
http://www.aet.TU-Cottbus.DE/personen/jaenicke/
BTU Cottbus, Allgemeine Elektrotechnik
Universitaetsplatz 3-4, D-03044 Cottbus



From harrison at palisadesys.com  Thu Jun 13 11:42:39 2002
From: harrison at palisadesys.com (James L. Harrison)
Date: Thu, 13 Jun 2002 10:42:39 -0500
Subject: [rt-users] RT Install Problems on RedHat 7.2
References: <017601c212da$53c783b0$4ea2bcc0@pisces> <1023976030.10246.3.camel@wug.selequa.com>
Message-ID: <01d001c212f0$f3672770$4ea2bcc0@pisces>

Hello,

I tried reinstalling that package manually and got the same results... make
dropdb is needing there to be a Mysql.pm and their is only a mysql.pm...
When I copy mysql.pm to Mysql.pm I get an error that says:
    Can't locate object method "drop_database" via package
"DBIx::DataSource::Mysql at (eval 1) line 1, <STDIN> line 2.

I am not that well versed in mysql so I am having some trouble... should I
try and install Mysql from source?  Or is this problem unrelated?

Thanks,
Jamie

----- Original Message -----
From: "Jim Meyer" <purp at wildbrain.com>
To: "James L. Harrison" <harrison at palisadesys.com>
Cc: "Request Tracker Users Mailing List" <rt-users at lists.fsck.com>
Sent: Thursday, June 13, 2002 8:46 AM
Subject: Re: [rt-users] RT Install Problems on RedHat 7.2


> Howdy!
>
> I would try downloading the source tarball of DBIx::DataSource from CPAN
> and reinstalling it. It feels like your install of that package is
> wonky. `make testdeps` will tell you if the package is installed;
> reinstalling via the usual `perl Makefile.PL && make && make test &&
> make install` will actually test your installation and be sure it's
> functioning properly.
>
> Cheers!
>
> --j
>
> On Thu, 2002-06-13 at 06:00, James L. Harrison wrote:
> > MessageOkay,
> >
> > I am trying to install rt-2-0-13 on a RedHat 7.2 box... I pass the make
testdeps no problem, but when i try make install this is what i get:
> >         Red Hat Linux release 7.2 (Enigma)
> >         Kernel 2.4.7-10 on an i686
> >         [root at localhost rt-2-0-13]# 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
> >         make: *** No rule to make target `initialize.Mysql', needed by
`install'.  Stop.
> >
> > So I thought I should try a make dropdb... then this happens:
> >         [root at localhost rt-2-0-13]# make dropdb
> >         /usr/bin/perl   tools/initdb 'Mysql' '/usr' 'localhost' ''
'root' 'rt2' drop
> >         Now dropping the RT2 database.
> >         Enter the Mysql password for root:
> >         About to drop Mysql database rt2.
> >         WARNING: This will erase all data in rt2.
> >         If you have an existing RT 2.x installation, this will destroy
all your data.
> >         Proceed [y/N]:y
> >         Dropping Mysql database rt2.
> >         Can't locate DBIx/DataSource/Mysql.pm in @INC (@INC contains:
/usr/lib/perl5/5.6
> >         .0/i386-linux /usr/lib/perl5/5.6.0
/usr/lib/perl5/site_perl/5.6.0/i386-linux /us
> >         r/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl .) at
/usr/lib/perl5/site_p
> >         erl/5.6.0/DBIx/DataSource.pm line 71, <STDIN> line 2.
> >         make: *** [dropdb] Error 2
> >
> > So I figured out that there was no Mysql.pm in
/usr/lib/perl5/5.6.0/DBIx/DataSource/, but there was a mysql.pm... I copied
it to Mysql.pm, then this happened when I ran make dropdb:
> >
> >         [root at localhost rt-2-0-13]# make dropdb
> >         /usr/bin/perl   tools/initdb 'Mysql' '/usr' 'localhost' ''
'root' 'rt2' drop
> >         Now dropping the RT2 database.
> >         Enter the Mysql password for root:
> >         About to drop Mysql database rt2.
> >         WARNING: This will erase all data in rt2.
> >         If you have an existing RT 2.x installation, this will destroy
all your data.
> >         Proceed [y/N]:y
> >         Dropping Mysql database rt2.
> >         Can't locate object method "drop_database" via package
"DBIx::DataSource::Mysql"
> >          at (eval 1) line 1, <STDIN> line 2.
> > I have no idea what is going on... Like I said, i got through make
testdeps no problem...
> >
> > Does anyone have any ideas?
> --
> Jim Meyer, Geek At Large                              purp at wildbrain.com
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm




From rmillisl at enel.ucalgary.ca  Thu Jun 13 11:53:17 2002
From: rmillisl at enel.ucalgary.ca (Randy Millis)
Date: Thu, 13 Jun 2002 09:53:17 -0600 (MDT)
Subject: [rt-users] Web Access for users?
Message-ID: <1221.136.159.104.88.1023983597.squirrel@webmail.enel.ucalgary.ca>

I looked through the docs and did not find this answer.

With RT2 how do I give users access to enter and view their own tickets
via the web interface?
Must I create accounts / passwords for all users manually or is there a
way I can use an authentication service I have (NIS) or clone an existing
password file from my NIS host?




From rmillisl at enel.ucalgary.ca  Thu Jun 13 11:53:22 2002
From: rmillisl at enel.ucalgary.ca (Randy Millis)
Date: Thu, 13 Jun 2002 09:53:22 -0600 (MDT)
Subject: [rt-users] Web Access for users?
Message-ID: <1222.136.159.104.88.1023983602.squirrel@webmail.enel.ucalgary.ca>

I looked through the docs and did not find this answer.

With RT2 how do I give users access to enter and view their own tickets
via the web interface?
Must I create accounts / passwords for all users manually or is there a
way I can use an authentication service I have (NIS) or clone an existing
password file from my NIS host?




From rmillisl at enel.ucalgary.ca  Thu Jun 13 11:56:55 2002
From: rmillisl at enel.ucalgary.ca (Randy Millis)
Date: Thu, 13 Jun 2002 09:56:55 -0600 (MDT)
Subject: [rt-users] RT Over SSL?
Message-ID: <1238.136.159.104.88.1023983815.squirrel@webmail.enel.ucalgary.ca>

Anyone have a cookbook for:

Running RT over SSL on RedHat 7.3 with the RPM version of Apache 1.3.23?

Creating internal certificates?





From bradyn at maths.tcd.ie  Thu Jun 13 12:07:47 2002
From: bradyn at maths.tcd.ie (Niall Brady)
Date: Thu, 13 Jun 2002 17:07:47 +0100
Subject: [rt-users] RT Install Problems on RedHat 7.2 
In-Reply-To: Your message of "Thu, 13 Jun 2002 10:42:39 CDT."
             <01d001c212f0$f3672770$4ea2bcc0@pisces> 
Message-ID: <200206131707.aa66693@salmon.maths.tcd.ie>

On Thu, 13 Jun 2002 10:42:39 CDT, "James L. Harrison" said:
>
>I tried reinstalling that package manually and got the same results... make
>dropdb is needing there to be a Mysql.pm and their is only a mysql.pm...
>When I copy mysql.pm to Mysql.pm I get an error that says:
>    Can't locate object method "drop_database" via package
>"DBIx::DataSource::Mysql at (eval 1) line 1, <STDIN> line 2.
>
>I am not that well versed in mysql so I am having some trouble... should I
>try and install Mysql from source?  Or is this problem unrelated?

Last time I did an install on a RedHat server, 'twas something
approximating...

	$ rpm -qa | grep mysql
	mysql-devel-3.23.41-1
	mysql-3.23.41-1
	mysql-server-3.23.41-1
	mysqlclient9-3.23.22-6

for the mysql bits.  That said, the bit you're missing is...

	$ rpm -qf /usr/lib/perl5/site_perl/5.6.0/i386-linux/Mysql.pm
	perl-DBD-MySQL-1.2216-4

So ye probably want to check if you have the perl-DBD-MySQL rpm
installed... or else get it off CPAN.

so ye probably want bits like that...

Don't worry about installing from source if you're not familiar
with it... the RPMs work fine and dandy.

-- 
	Niall



From timo.hummel at isg.de  Thu Jun 13 12:09:30 2002
From: timo.hummel at isg.de (Timo Hummel)
Date: Thu, 13 Jun 2002 18:09:30 +0200
Subject: [rt-users] RT Over SSL?
References: <1238.136.159.104.88.1023983815.squirrel@webmail.enel.ucalgary.ca>
Message-ID: <3D08C3BA.3000204@isg.de>

Randy Millis wrote:
> Anyone have a cookbook for:
> Running RT over SSL on RedHat 7.3 with the RPM version of Apache 1.3.23?
> Creating internal certificates?

This is not an RT-specific issue. Just get mod_ssl and mod_perl, read 
the documentation inside of mod_perl (or was it mod_ssl? the file is 
called README.simple.mod_ssl), setup your certificates and you are ready 
to go.

Best regards,
Timo


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From darrinw at nixc.net  Thu Jun 13 12:19:26 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Thu, 13 Jun 2002 12:19:26 -0400
Subject: [rt-users] RT Over SSL?
In-Reply-To: <1238.136.159.104.88.1023983815.squirrel@webmail.enel.ucalgary.ca>; from rmillisl@enel.ucalgary.ca on Thu, Jun 13, 2002 at 09:56:55AM -0600
References: <1238.136.159.104.88.1023983815.squirrel@webmail.enel.ucalgary.ca>
Message-ID: <20020613121926.H44600@nixc.net>

  |+ Anyone have a cookbook for:
  |+ 
  |+ Running RT over SSL on RedHat 7.3 with the RPM version of Apache 1.3.23?
  |+ 
  |+ Creating internal certificates?

RT doesn't care if its run over SSL or not; you just have to configure
apache to do this.  You would create certificates the same way you would
for anything else.  



From purp at wildbrain.com  Thu Jun 13 12:44:39 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 13 Jun 2002 09:44:39 -0700
Subject: [rt-users] RT Install Problems on RedHat 7.2
In-Reply-To: <01d001c212f0$f3672770$4ea2bcc0@pisces>
References: <017601c212da$53c783b0$4ea2bcc0@pisces>
	<1023976030.10246.3.camel@wug.selequa.com> 
	<01d001c212f0$f3672770$4ea2bcc0@pisces>
Message-ID: <1023986679.21508.2.camel@milagro.wildbrain.com>

On Thu, 2002-06-13 at 08:42, James L. Harrison wrote:
> Hello,
> 
> I tried reinstalling that package manually and got the same results... make
> dropdb is needing there to be a Mysql.pm and their is only a mysql.pm...
> When I copy mysql.pm to Mysql.pm I get an error that says:
>     Can't locate object method "drop_database" via package
> "DBIx::DataSource::Mysql at (eval 1) line 1, <STDIN> line 2.
> 
> I am not that well versed in mysql so I am having some trouble... should I
> try and install Mysql from source?  Or is this problem unrelated?

This is where I say "Duh!" and smack my forehead:

In your /path/to/rt2/etc/config.pm, I'm guessing you've told it that:

  $DatabaseType="Mysql";

...when you should have told it:

  $DatabaseType="mysql";

--j, a bit slow this morning.
-- 
Jim Meyer, Geek At Large                              purp at wildbrain.com




From jficarra at crosscurrent.com  Thu Jun 13 13:25:47 2002
From: jficarra at crosscurrent.com (Jim Ficarra)
Date: Thu, 13 Jun 2002 13:25:47 -0400
Subject: [rt-users] RE: Searching for tickets belonging to same company/customer
Message-ID: <NEBBLFJBHAHCEPLBHMDDOEEHAGAB.jficarra@crosscurrent.com>


I am in the process of setting up RT 2.0.13 for production but had this
dilemma when evaluating 2.0.12.  Our solution was to setup a Queue for each
customer.  This way when you enter a ticket you have to choose the Queue
(customer) to create the ticket in.  When you do a search you can choose the
Queue (Customer) from one of the dropdown boxes.

Perhaps another way is to setup keywords with your customer name.  You would
need to add the keyword after the ticket is created, but it's another
option.  When you do searches, the keyword becomes an optional search
parameter.

Perhaps these aren't the best ways of doing this, especially since you have
already established your system, but it seems as if it will work for us.
This of course might make configuration a little more cumbersome depending
on your situation.

Hope this helps.

-Jim Ficarra

>Date: Wed, 12 Jun 2002 15:18:39 +0200
>To: rt-users at lists.fsck.com
>From: Dennis Breithaupt <dennisb at tetaworx.de>
>Subject: [rt-users] Searching for tickets belonging to same
company/customer
>
>Hi all,
>
>we're using RT 2.0.11.
>
>Our problem is, that we in most cases open tickets manuelly, while 
>telephoning with the customer. By doing this, the requester field gets 
>filled with our eMail-Adress and not with that of the customer. This is ok,

>because we do not want to send our remarks in the RT to the customer at 
>this point.
>
>The pointis now, that we have no fast possibility to get an overview, if 
>there are more open tickets regarding this customer. To get this 
>information we must do a fulltext search over the system to find tickets 
>with the name of the organisation of the customer in it. But that is in no 
>appropriate way possible while talking to our customer.
>
>I'm searching for a possibility to enter a customer name or something befor

>or while generating a new ticket, so that I get all other open tickets 
>displayed while talking and entering the information concerning the new 
>problem into the ticketsystem. So, for example, I could jump to another 
>existing ticket, which has something to do with the customer.
>
>How do you handle things like that?
>
>I probably will not extend the code manually, because I want the 
>possibility to update the rt-system in the future.
>
>Thank you very much in advance for your tips and comments,
>
>Dennis Breithaupt
>pelion XII AG
>Hannover, Germany

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From bradyn at maths.tcd.ie  Thu Jun 13 14:10:28 2002
From: bradyn at maths.tcd.ie (Niall Brady)
Date: Thu, 13 Jun 2002 19:10:28 +0100
Subject: Dealing with spam in RT (was Re: Fwd: [rt-users] Execute Arbitrary Perl Script on resolve)
In-Reply-To: <Pine.LNX.4.44.0206092137070.25421-100000@x22.ripe.net>
References: <15616.62500.824554.146127@onceler.kciLink.com> <Pine.LNX.4.44.0206092137070.25421-100000@x22.ripe.net>
Message-ID: <20020613181028.GA26422@walton.maths.tcd.ie>

On Sun, Jun 09, 2002 at 09:48:23PM +0200, Bruce Campbell wrote:
> 
> Actually, theres a very good argument _for_ filtering your network-abuse
> queue using the split-queue method put forward by Niall; its an address
> that has been made public, and thus, will receive spam.  You would make
> the filter be rather loose in what it rejects of course.

Yep, that's the point I was making... where I work, we combine
(root|time|news|abuse|whatever at maths.tcd.ie) to go to our request
queue.  The addresses are commonly known from computer info pages,
and we house a reasonably popular time server (hence email address
widely known), so we get a fair few spams to the queue each day.
At the moment, we sift it by hand, but it's a smelly job ;-)

I'm sure we're not the only site who combines all their system
addresses!

If I get something whacked together, I'll send it back to the list.

-- 
	Niall



From phil at ipom.com  Thu Jun 13 21:47:39 2002
From: phil at ipom.com (Phil Dibowitz)
Date: Thu, 13 Jun 2002 18:47:39 -0700
Subject: [rt-users] Don't want to CC ticket owners
Message-ID: <3D094B3B.3040004@ipom.com>

Everytime a customer replies to a ticket, the owner of that ticket get's a CC 
(it's not in the the headers, but RT issues a copy off to the owner). We don't 
want this in some cases... in most cases actually. While I see the usefulness 
of this feature, I'm sure there's a way to disable it. But I can't find it.

In the meantime I've removed the email address for our employees' user 
accounts that don't need this feature, and it's worked well, but I wonder if 
it's possibly to disable this per-queue and per-user (other than removing the 
email completely).

Thanks.

Phil
-- 
"They that can give up essential liberty to obtain a little temporary safety 
deserve neither liberty nor safety."
-Benjamin Franklin, 1759




From jkaufman at footlocker.com  Thu Jun 13 22:26:29 2002
From: jkaufman at footlocker.com (jkaufman at footlocker.com)
Date: Thu, 13 Jun 2002 21:26:29 -0500
Subject: [rt-users] Apache fails to load.
Message-ID: <20020614022854.90734C30D@pallas.eruditorum.org>

Hello all,
   I'm attempting to get Rt up and running on an Aix 4.3.3 box (and it's
not so easy).. Apache is giving me some problems at startup...
[root at mlwsap01]:[/sftw/apache/bin] > ./apachectl configtest
[Fri Jun 14 02:15:34 2002] [error] Can't load
'/usr/local/lib/perl5/site_perl/5.
6.1/aix-ld/auto/Apache/Cookie/Cookie.so' for module Apache::Cookie: dlopen:
/usr
/local/lib/perl5/site_perl/5.6.1/aix-ld/auto/Apache/Cookie/Cookie.so: 30
/usr/l
ocal/lib/perl5/site_perl/5.6.1/aix-ld/auto/Apache/Cookie/Cookie.so36
ap_day_snam
es 50 httpd36 ap_find_path_info 51 httpd36 ap_get_client_block 52 httpd36
ap_get
word 53 httpd36 ap_getword_conf 54 httpd36 ap_getword_nulls 55 httpd36
ap_hard_t
imeout 56 httpd36 ap_ind 57 httpd36 ap_kill_timeout 58 httpd36
ap_log_rerror 59
httpd36 ap_make_array 60 httpd36 ap_make_dirstr_parent 61 httpd36
ap_make_table
62 httpd36 ap_month_snames 63 httpd36 ap_null_cleanup 64 httpd36
ap_os_escape_pa
th 65 httpd36 ap_pcalloc 66 httpd36 ap_pfclose 67 httpd36 ap_pfdopen 68
httpd36
ap_popenf 69 httpd36 ap_psprintf 70 httpd36 ap_pstrcat 71 httpd36
ap_pstrdup 72
httpd36 ap_pstrndup 73 httpd36 ap_push_array 74 httpd36 ap_register_cleanup
75 h
ttpd36 ap_setup_client_block 76 httpd36 ap_should_client_block 77 httpd36
ap_tab
le_add 78 httpd36 ap_table_do 79 httpd36 ap_table_get 80 httpd36
ap_unescape_url
 81 httpd at /usr/local/lib/perl5/5.6.1/aix-ld/DynaLoader.pm line 206.
 at /usr/local/lib/perl5/site_perl/5.6.1/aix-ld/mod_perl.pm line 14
Compilation failed in require at /data/htdocs/base/rt/bin/webmux.pl line
80.
BEGIN failed--compilation aborted at /data/htdocs/base/rt/bin/webmux.pl
line 80.
Compilation failed in require at (eval 2) line 1.

Syntax error on line 286 of /sftw/apache/conf/httpd.conf:
Can't load
'/usr/local/lib/perl5/site_perl/5.6.1/aix-ld/auto/Apache/Cookie/Cooki
e.so' for module Apache::Cookie: dlopen:
/usr/local/lib/perl5/site_perl/5.6.1/ai
x-ld/auto/Apache/Cookie/Cookie.so: 30
/usr/local/lib/perl5/site_perl/5.6.1/aix-
ld/auto/Apache/Cookie/Cookie.so36 ap_day_snames 50 httpd36
ap_find_path_info 51
httpd36 ap_get_client_block 52 httpd36 ap_getword 53 httpd36
ap_getword_conf 54
httpd36 ap_getword_nulls 55 httpd36 ap_hard_timeout 56 httpd36 ap_ind 57
httpd36
 ap_kill_timeout 58 httpd36 ap_log_rerror 59 httpd36 ap_make_array 60
httpd36 ap
_make_dirstr_parent 61 httpd36 ap_make_table 62 httpd36 ap_month_snames 63
httpd
36 ap_null_cleanup 64 httpd36 ap_os_escape_path 65 httpd36 ap_pcalloc 66
httpd36
 ap_pfclose 67 httpd36 ap_pfdopen 68 httpd36 ap_popenf 69 httpd36
ap_psprintf 70
 httpd36 ap_pstrcat 71 httpd36 ap_pstrdup 72 httpd36 ap_pstrndup 73 httpd36
ap_p
ush_array 74 httpd36 ap_register_cleanup 75 httpd36 ap_setup_client_block
76 htt
pd36 ap_should_client_block 77 httpd36 ap_table_add 78 httpd36 ap_table_do
79 ht
tpd36 ap_table_get 80 httpd36 ap_unescape_url 81 httpd at
/usr/local/lib/perl5/5
.6.1/aix-ld/DynaLoader.pm line 206.
 at /usr/local/lib/perl5/site_perl/5.6.1/aix-ld/mod_perl.pm line 14
Compilation failed in require at /data/htdocs/base/rt/bin/webmux.pl line
80.
BEGIN failed--compilation aborted at /data/htdocs/base/rt/bin/webmux.pl
line 80.
Compilation failed in require at (eval 2) line 1.

Any ideas? mod_perl is staticly  compiled into Apache and there is no DSO
support...
Apache v1.3.24, Mod_perl 1.27, Perl 5.6.1

Thanks

Jonathan Kaufman

Apache::Cookie is installed
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - -
The information in this e-mail, and any attachment therein, is confidential
and for use by the addressee only.  If you are not the intended recipient,
please return the e-mail to the sender and delete it from your computer.
Although the Company attempts to sweep e-mail and attachments for viruses,
it does not guarantee that either are virus-free and accepts no liability
for any damage sustained as a result of viruses.




From sigl at mpe.mpg.de  Fri Jun 14 05:23:52 2002
From: sigl at mpe.mpg.de (Rainer Sigl)
Date: Fri, 14 Jun 2002 11:23:52 +0200
Subject: [rt-users] RT Error with Mail interface
Message-ID: <200206140925.LAA00987@mpehp1.mpe-garching.mpg.de>

Hi,
I have a problem  with my new RT installation on Debian and kernel 2.4.17
Sending a request to my alias
helpdesk: "|/usr/bin/rt-mailgate --queue general --action correspond"
helpdesk-comment: "|/usr/bin/rt-mailgate --queue general --action comment"

I get NO queue input but a reply with contents:

[MPE Helpdesk #] (_rt_system) RT Error: test auf helpdesk
Date: Fri, 14 Jun 2002 11:19:06 +0200
From: Rainer Sigl via RT <rt at mpe.mpg.de>
 To: sigl at rt.mpe-garching.mpg.de
Reply to: Rainer Sigl via RT <rt at mpe.mpg.de>

 There has been an error:
There has been an error with your request:


Your message is reproduced below:

fsdfsfsfsf


--- Headers Follow ---


From bogus@does.not.exist.com  Fri Jun 14 05:19:05 2002
From: bogus@does.not.exist.com ()
Date: Fri, 14 Jun 2002 09:19:05 -0000
Subject: No subject
Message-ID: <mailman.46.1665675564.23426.rt-users@lists.bestpractical.com>

id LAA00517
        for <helpdesk at rt>; Fri, 14 Jun 2002 11:20:39 +0200 (METDST)
Received: from sigl by localhost with local (Exim 3.35 #1 (Debian))
        id 17InE1-0004hF-00
        for <helpdesk at rt>; Fri, 14 Jun 2002 11:18:33 +0200
To: helpdesk at rt.mpe-garching.mpg.de
Subject: test auf helpdesk
Message-Id: <E17InE1-0004hF-00 at localhost>
From: Rainer Sigl <sigl at rt.mpe-garching.mpg.de>
Date: Fri, 14 Jun 2002 11:18:33 +0200



-------------------------------------------- Managed by Request Tracker




generating queue entries by commandline interface or web interface works
fine.
Please has anybody an idea, what's wrong?


Thanks
Rainer Sigl



From sigl at mpe.mpg.de  Fri Jun 14 06:00:32 2002
From: sigl at mpe.mpg.de (Rainer Sigl)
Date: Fri, 14 Jun 2002 12:00:32 +0200
Subject: [rt-users] RT Error with Mail interface
In-Reply-To: <20020614093628.GA11294@nic.fr>
References: <200206140925.LAA00987@mpehp1.mpe-garching.mpg.de> <20020614093628.GA11294@nic.fr>
Message-ID: <200206141002.MAA04782@mpehp1.mpe-garching.mpg.de>

On Friday 14 June 2002 11:36, you wrote:
> On Fri, Jun 14, 2002 at 11:23:52AM +0200,
>  Rainer Sigl <sigl at mpe.mpg.de> wrote
>
>  a message of 64 lines which said:
> > Sending a request to my alias
> > helpdesk: "|/usr/bin/rt-mailgate --queue general --action correspond"
> > helpdesk-comment: "|/usr/bin/rt-mailgate --queue general --action
> > comment"
> >
> > I get NO queue input but a reply with contents:
>
> Look the mail.log, there is often more detail (an example follows,
> showing a PostgreSQL athentication problem):
no, I'm using MySql and exim as mailer
in /var/log/exim/mainlog I see no hint about the failure:

2002-06-14 11:53:10 17InlW-0004n4-00 <= sigl at rt.mpe-garching.mpg.de U=sigl 
P=local S=334
2002-06-14 11:53:14 17InlW-0004n4-00 => helpdesk at mpe.mpg.de R=smarthost 
T=remote_smtp H=mpehp1.mpe-garching.mpg.de [130.183.70.10]
2002-06-14 11:53:14 17InlW-0004n4-00 Completed
2002-06-14 11:53:45 17Inm5-0004nH-00 <= sigl at rt.mpe-garching.mpg.de 
H=mpehp1.mpe-garching.mpg.de [130.183.70.10] P=esmtp S=758 
id=E17InlW-0004n4-00 at localhost
2002-06-14 11:53:49 17Inm9-0004nT-00 <= rt at rt.mpe-garching.mpg.de U=rt 
P=local S=1640
2002-06-14 11:53:49 17Inm5-0004nH-00 => |/usr/bin/rt-mailgate --queue general 
--action correspond <helpdesk at rt.mpe-garching.mpg.de> D=system_aliases 
T=address_pipe
2002-06-14 11:53:49 17Inm5-0004nH-00 Completed
2002-06-14 11:53:49 17Inm9-0004nT-00 => sigl <sigl at rt.mpe-garching.mpg.de> 
D=localuser T=local_delivery
2002-06-14 11:53:49 17Inm9-0004nT-00 Completed
>
> Jun 14 11:34:51 eve postfix/local[25472]: 4679722AEA5:
> to=<rt-tech at rt.eureg.org>, relay=local, delay=1, status=bounced (Command
> died with status 255: "/local/rt2/bin/rt-mailgate --queue Technical
> --action correspond". Command output: DBI->connect(dbname=rt2) failed:
> FATAL 1:  IDENT authentication failed for user "rt_user" at
> /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 121 Connect Failed FATAL
> 1:  IDENT authentication failed for user "rt_user"  at /local/rt2/lib/RT.pm
> line 27 )



From jkaufman at footlocker.com  Fri Jun 14 08:17:40 2002
From: jkaufman at footlocker.com (jkaufman at footlocker.com)
Date: Fri, 14 Jun 2002 07:17:40 -0500
Subject: [rt-users] Apache fails to load.
Message-ID: <20020614121917.401CCC422@pallas.eruditorum.org>


Apache::Cookie is there (however I did have to add
-bI:/sftw/apache/libexec/httpd.exp to the LD flags in the makefile to get
it to compile). So it is installed, but obviously something is still not
quite right with it....


cpan> install Apache::Cookie
CPAN: Storable loaded ok
Going to read /home/root/.cpan/Metadata
  Database was generated on Thu, 13 Jun 2002 08:40:21 GMT
Apache::Cookie is up to date.


Any other ideas? I've had alot of problems with this on Aix (Linux is a
different matter, but I have to use Aix here)


Jonathan Kaufman




Odhiambo Washington <wash at wananchi.com> on 06/14/2002 12:59:19 AM

To:   jkaufman at footlocker.com
cc:
Subject:  Re: [rt-users] Apache fails to load.

* jkaufman at footlocker.com <jkaufman at footlocker.com> [20020614 07:10]:
wrote:
>
> Hello all,
>    I'm attempting to get Rt up and running on an Aix 4.3.3 box (and it's
> not so easy).. Apache is giving me some problems at startup...
> [root at mlwsap01]:[/sftw/apache/bin] > ./apachectl configtest
> [Fri Jun 14 02:15:34 2002] [error] Can't load
> '/usr/local/lib/perl5/site_perl/5.
> 6.1/aix-ld/auto/Apache/Cookie/Cookie.so' for module Apache::Cookie:
dlopen:
> /usr
> /local/lib/perl5/site_perl/5.6.1/aix-ld/auto/Apache/Cookie/Cookie.so: 30


perl -MCPAN -e shell
install Apache::Cookie



-Wash

--
Odhiambo Washington  <wash at wananchi.com>    "The box said 'Requires
Wananchi Online Ltd.  www.wananchi.com      Windows 95, NT, or better,'
Tel: 254 2 313985-9   Fax: 254 2 313922     so I installed FreeBSD."
GSM: 254 72 743 223   GSM: 254 733 744 121  This sig is McQ!  :-)


All I ask is a chance to prove that money can't make me happy.




- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - -
The information in this e-mail, and any attachment therein, is confidential
and for use by the addressee only.  If you are not the intended recipient,
please return the e-mail to the sender and delete it from your computer.
Although the Company attempts to sweep e-mail and attachments for viruses,
it does not guarantee that either are virus-free and accepts no liability
for any damage sustained as a result of viruses.




From harrison at palisadesys.com  Fri Jun 14 10:38:47 2002
From: harrison at palisadesys.com (James L. Harrison)
Date: Fri, 14 Jun 2002 09:38:47 -0500
Subject: [rt-users] Trying to change the Correspond Template...
Message-ID: <007101c213b1$33170140$4ea2bcc0@pisces>

Hi,

I am trying to change the default correspondence template so that it references the $Ticket->Subject(), and the $Ticket->id()... 

Here is the template:
    Subject: Automated Response

    This message has been automatically generated in response to the correspondence that you added to the 
    trouble ticket: "{Ticket->Subject()}", a summary of the correspondence appears below.

    Palisade Systems Technical Support will be contacting you soon.

    Once again, to provide additional information, please include the string: [{$rtname} #{Ticket->id}] in the subject     line of all future correspondence about this issue.

                                          Thank you,
                                          Palisade Systems Support Team
    -------------------------------------------------------------------------------
    {$Transaction->Content()}

This is what i get when i add correspondence:

This message has been automatically generated in response to the correspondence that you added to the trouble ticket: "Program fragment delivered error ``Can't locate object method "Subject" via package "Ticket" at template line 3, <STDIN> line 22.''", a summary of the correspondence appears below.

Palisade Systems Technical Support will be contacting you soon.

Once again, to provide additional information, please include the string: [Palisade Systems Support #Program fragment delivered error ``Can't locate object method "id" via package "Ticket" at template line 7, <STDIN> line 22.''] in the subject line of all future correspondence about this issue.

                                          Thank you,
                                          Palisade Systems Support Team
-------------------------------------------------------------------------------

Adding more correspondence...


So... Can I not use these references in the Correspond template... I can use these in the autoreply...

Thanks,
Jamie
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From KFerguso at chi.navtech.com  Fri Jun 14 11:13:20 2002
From: KFerguso at chi.navtech.com (Ferguson, Kevin)
Date: Fri, 14 Jun 2002 10:13:20 -0500
Subject: [rt-users] Trying to change the Correspond Template...
Message-ID: <91468650040FD411A51100104B63E23102E281B6@postman.chi.navtech.com>

James,
 
You forgot the '$' on Ticket->Subject() and Ticket->id() in your template,
although you 
typed them in correctly in your intro.
 
kevin
 

-----Original Message-----
From: James L. Harrison [mailto:harrison at palisadesys.com]
Sent: Friday, June 14, 2002 9:39 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] Trying to change the Correspond Template...


Hi,
 
I am trying to change the default correspondence template so that it
references the $Ticket->Subject(), and the $Ticket->id()... 
 
Here is the template:
    Subject: Automated Response
 
    This message has been automatically generated in response to the
correspondence that you added to the 
    trouble ticket: "{Ticket->Subject()}", a summary of the correspondence
appears below.
 
    Palisade Systems Technical Support will be contacting you soon.
 
    Once again, to provide additional information, please include the
string: [{$rtname} #{Ticket->id}] in the subject     line of all future
correspondence about this issue.
 
                                          Thank you,
                                          Palisade Systems Support Team
 
----------------------------------------------------------------------------
---
    {$Transaction->Content()}
 
This is what i get when i add correspondence:
 
This message has been automatically generated in response to the
correspondence that you added to the trouble ticket: "Program fragment
delivered error ``Can't locate object method "Subject" via package "Ticket"
at template line 3, <STDIN> line 22.''", a summary of the correspondence
appears below.

Palisade Systems Technical Support will be contacting you soon.

Once again, to provide additional information, please include the string:
[Palisade Systems Support #Program fragment delivered error ``Can't locate
object method "id" via package "Ticket" at template line 7, <STDIN> line
22.''] in the subject line of all future correspondence about this issue.

                                          Thank you,
                                          Palisade Systems Support Team
----------------------------------------------------------------------------
---

Adding more correspondence...

 
So... Can I not use these references in the Correspond template... I can use
these in the autoreply...
 
Thanks,
Jamie




From rlpowell at digitalkingdom.org  Fri Jun 14 13:02:30 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Fri, 14 Jun 2002 10:02:30 -0700
Subject: [rt-users] Don't want to CC ticket owners
In-Reply-To: <3D094B3B.3040004@ipom.com>
References: <3D094B3B.3040004@ipom.com>
Message-ID: <20020614170230.GA653@chain.digitalkingdom.org>

On Thu, Jun 13, 2002 at 06:47:39PM -0700, Phil Dibowitz wrote:
> Everytime a customer replies to a ticket, the owner of that ticket
> get's a CC (it's not in the the headers, but RT issues a copy off to
> the owner). We don't want this in some cases... in most cases
> actually. While I see the usefulness of this feature, I'm sure there's
> a way to disable it. But I can't find it.

Change:

OnCorrespond NotifyAllWatchers with template Correspondence
OnCorrespond NotifyOtherRecipients with template Correspondence

(I'm not sure which one).

Alternatively, set the owner to 'Nobody'.

-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 harrison at palisadesys.com  Fri Jun 14 13:24:20 2002
From: harrison at palisadesys.com (James L. Harrison)
Date: Fri, 14 Jun 2002 12:24:20 -0500
Subject: [rt-users] Corresponding with requesters...
Message-ID: <013801c213c8$52087c70$4ea2bcc0@pisces>

Okay,

Currently, if a requestor responds to a ticket, the correspondence is added to the current ticket and a response is sent to the requestor saying that the correspondence was added...  That's perfect... This is the scrip:
        OnCorrespond AutoreplyToRequestors with template Correspondence 

Now, when an rt-user makes correspondence with the requestor the same template is used.  Is there a way to differentiate so that a different template is used when an rt-user "reply's to requestor."  I would rather that the content of the message be a little different.

Thanks,
Jamie
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From rich+rt at lafferty.ca  Fri Jun 14 14:18:38 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Fri, 14 Jun 2002 14:18:38 -0400
Subject: [rt-users] Don't want to CC ticket owners
In-Reply-To: <20020614170230.GA653@chain.digitalkingdom.org>; from rlpowell@digitalkingdom.org on Fri, Jun 14, 2002 at 10:02:30AM -0700
References: <3D094B3B.3040004@ipom.com> <20020614170230.GA653@chain.digitalkingdom.org>
Message-ID: <20020614141838.D6910@lafferty.ca>

On Fri, Jun 14, 2002 at 10:02:30AM -0700, Robin Lee Powell (rlpowell at digitalkingdom.org) wrote:
> On Thu, Jun 13, 2002 at 06:47:39PM -0700, Phil Dibowitz wrote:
> > Everytime a customer replies to a ticket, the owner of that ticket
> > get's a CC (it's not in the the headers, but RT issues a copy off to
> > the owner). We don't want this in some cases... in most cases
> > actually. While I see the usefulness of this feature, I'm sure there's
> > a way to disable it. But I can't find it.
> 
> Change:
> 
> OnCorrespond NotifyAllWatchers with template Correspondence
> OnCorrespond NotifyOtherRecipients with template Correspondence
> 
> (I'm not sure which one).

NotifyAllWatchers will send to all of the people who are Watchers on
the ticket or Watchers on the queue. (That's the one Phil wants.)

NotifyOtherRecipients will send to the people listed in the Cc and
Bcc fields in the message-composition screen (who usually *aren't*
watchers and are just receving this one message).

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 aking at gblx.net  Fri Jun 14 14:30:52 2002
From: aking at gblx.net (Aubrey King)
Date: Fri, 14 Jun 2002 14:30:52 -0400 (EDT)
Subject: [rt-users] rt 1 --> 2 conversion part 2.
Message-ID: <Pine.LNX.4.44.0206141420210.5391-100000@endor.faceplate-27.com>

This script still fails when run.  I can't not run it, as we have almost 2 
years worth of rt tickets.. some 40,000 tickets.. that can't be lost.  I 
was getting an error of invalid queue 'general' when I run it, so i did 
this in the script:

#    $RT::Handle->SimpleQuery("DELETE FROM Queues where Name = 
'general'");

The script was wiping out the very queue I was trying to use as soon as it 
was run, essentially.  Now, it will import the queues and doesn't bitch 
about 'general' being an invalid queue.  However.. I get this error now:

Importing tickets...

1....can't find queue id for 1
'' is an invalid value for status
        main::MigrateTickets() called at ./import-1.0-to-2.0 line 72


Any help with this?  Please?  I'm SO close to done with this and it's 
killin' me.  :)  Thanks, in advance.


-- 

Aubrey King
Global Crossing, Ltd.
IP Systems Engineering
Systems Administrator




From rainer at ultra-secure.de  Fri Jun 14 17:38:52 2002
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Fri, 14 Jun 2002 21:38:52 +0000
Subject: [rt-users] Problem with PERL-Modules & Suse 7.2
Message-ID: <20020614213852.32815.qmail@bsd.ultra-secure.de>

Hi, 

I've got problems installing the modules for RT2.
When I run testdeps -fix mysql, it tries to install perl 5.6.1.
So I stop it and try a perl -MCPAN -e 'install CPAN' - but that seems to 
rely in File::Spec and Test::More and tries to install these, too.
(It tries to install Test-Simple-0.44 and Test-Harness-2.24).
But it fails with lots of "Oops, make had returned bad status" 

What should I do ? 


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?
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ 

-------------- next part --------------
Going to read /root/.cpan/sources/authors/01mailrc.txt.gz
Going to read /root/.cpan/sources/modules/02packages.details.txt.gz
Scanning cache /root/.cpan/build for sizes
Going to read /root/.cpan/sources/modules/03modlist.data.gz
Running make for A/AN/ANDK/CPAN-1.61.tar.gz
CPAN: MD5 loaded ok
Checksum for /root/.cpan/sources/authors/id/A/AN/ANDK/CPAN-1.61.tar.gz ok
CPAN-1.61/
CPAN-1.61/t/
CPAN-1.61/t/vcmp.t
CPAN-1.61/t/loadme.t
CPAN-1.61/t/Nox.t
CPAN-1.61/lib/
CPAN-1.61/lib/CPAN.pm
CPAN-1.61/lib/CPAN/
CPAN-1.61/lib/CPAN/Admin.pm
CPAN-1.61/lib/CPAN/Nox.pm
CPAN-1.61/lib/CPAN/FirstTime.pm
CPAN-1.61/lib/Bundle/
CPAN-1.61/lib/Bundle/CPAN.pm
CPAN-1.61/MANIFEST
CPAN-1.61/ChangeLog
CPAN-1.61/cpan
CPAN-1.61/Changes.old
CPAN-1.61/Todo
CPAN-1.61/Makefile.PL
CPAN-1.61/README
Removing previously used /root/.cpan/build/CPAN-1.61

  CPAN.pm: Going to build A/AN/ANDK/CPAN-1.61.tar.gz

Checking if your kit is complete...
Looks good
Writing Makefile for CPAN
---- Dependencies detected during [A/AN/ANDK/CPAN-1.61.tar.gz] -----
    File::Spec
    Test::More
Running make test
  Make had some problems, maybe interrupted? Won't test
Running make install
  Make had some problems, maybe interrupted? Won't install
Running make for R/RB/RBS/File-Spec-0.82.tar.gz
Checksum for /root/.cpan/sources/authors/id/R/RB/RBS/File-Spec-0.82.tar.gz ok
File-Spec-0.82/
File-Spec-0.82/README
File-Spec-0.82/Spec/
File-Spec-0.82/Spec/OS2.pm
File-Spec-0.82/Spec/Mac.pm
File-Spec-0.82/Spec/VMS.pm
File-Spec-0.82/Spec/Functions.pm
File-Spec-0.82/Spec/Unix.pm
File-Spec-0.82/Spec/Win32.pm
File-Spec-0.82/CHANGES
File-Spec-0.82/MANIFEST
File-Spec-0.82/Spec.pm
File-Spec-0.82/MANIFEST.SKIP
File-Spec-0.82/t/
File-Spec-0.82/t/filefunc.t
File-Spec-0.82/t/filespec.t
File-Spec-0.82/Makefile.PL
Removing previously used /root/.cpan/build/File-Spec-0.82

  CPAN.pm: Going to build R/RB/RBS/File-Spec-0.82.tar.gz

Checking if your kit is complete...
Looks good
Writing Makefile for File::Spec
    -- NOT OK
Running make test
  Oops, make had returned bad status
Running make install
  Oops, make had returned bad status
Running make for M/MS/MSCHWERN/Test-Simple-0.44.tar.gz
Checksum for /root/.cpan/sources/authors/id/M/MS/MSCHWERN/Test-Simple-0.44.tar.gz ok
Test-Simple-0.44/
Test-Simple-0.44/t/
Test-Simple-0.44/t/use_ok.t
Test-Simple-0.44/t/lib/
Test-Simple-0.44/t/lib/Test/
Test-Simple-0.44/t/lib/Test/Simple/
Test-Simple-0.44/t/lib/Test/Simple/sample_tests/
Test-Simple-0.44/t/lib/Test/Simple/sample_tests/success.plx
Test-Simple-0.44/t/lib/Test/Simple/sample_tests/death_in_eval.plx
Test-Simple-0.44/t/lib/Test/Simple/sample_tests/one_fail.plx
Test-Simple-0.44/t/lib/Test/Simple/sample_tests/extras.plx
Test-Simple-0.44/t/lib/Test/Simple/sample_tests/five_fail.plx
Test-Simple-0.44/t/lib/Test/Simple/sample_tests/too_few.plx
Test-Simple-0.44/t/lib/Test/Simple/sample_tests/last_minute_death.plx
Test-Simple-0.44/t/lib/Test/Simple/sample_tests/two_fail.plx
Test-Simple-0.44/t/lib/Test/Simple/sample_tests/require.plx
Test-Simple-0.44/t/lib/Test/Simple/sample_tests/death.plx
Test-Simple-0.44/t/lib/Test/Simple/Catch.pm
Test-Simple-0.44/t/lib/TieOut.pm
Test-Simple-0.44/t/output.t
Test-Simple-0.44/t/Builder.t
Test-Simple-0.44/t/exit.t
Test-Simple-0.44/t/curr_test.t
Test-Simple-0.44/t/buffer.t
Test-Simple-0.44/t/skip.t
Test-Simple-0.44/t/todo.t
Test-Simple-0.44/t/simple.t
Test-Simple-0.44/t/is_deeply.t
Test-Simple-0.44/t/fail-like.t
Test-Simple-0.44/t/plan_skip_all.t
Test-Simple-0.44/t/plan_is_noplan.t
Test-Simple-0.44/t/undef.t
Test-Simple-0.44/t/maybe_regex.t
Test-Simple-0.44/t/More.t
Test-Simple-0.44/t/fail.t
Test-Simple-0.44/t/useing.t
Test-Simple-0.44/t/diag.t
Test-Simple-0.44/t/import.t
Test-Simple-0.44/t/missing.t
Test-Simple-0.44/t/no_ending.t
Test-Simple-0.44/t/plan_no_plan.t
Test-Simple-0.44/t/fail-more.t
Test-Simple-0.44/t/extra.t
Test-Simple-0.44/t/plan.t
Test-Simple-0.44/t/no_plan.t
Test-Simple-0.44/t/no_header.t
Test-Simple-0.44/t/skipall.t
Test-Simple-0.44/t/filehandles.t
Test-Simple-0.44/lib/
Test-Simple-0.44/lib/Test/
Test-Simple-0.44/lib/Test/Tutorial.pod
Test-Simple-0.44/lib/Test/Builder.pm
Test-Simple-0.44/lib/Test/Simple.pm
Test-Simple-0.44/lib/Test/More.pm
Test-Simple-0.44/MANIFEST
Test-Simple-0.44/Changes
Test-Simple-0.44/README
Test-Simple-0.44/Makefile.PL
Test-Simple-0.44/TODO
Removing previously used /root/.cpan/build/Test-Simple-0.44

  CPAN.pm: Going to build M/MS/MSCHWERN/Test-Simple-0.44.tar.gz

Checking if your kit is complete...
Looks good
Writing Makefile for Test::Simple
---- Dependencies detected during [M/MS/MSCHWERN/Test-Simple-0.44.tar.gz] -----
    File::Spec
    Test::Harness
Running make test
  Make had some problems, maybe interrupted? Won't test
Running make install
  Make had some problems, maybe interrupted? Won't install
Running make for R/RB/RBS/File-Spec-0.82.tar.gz
  Unwrapped into directory /root/.cpan/build/File-Spec-0.82
  Has already been processed within this session
Running make test
  Oops, make had returned bad status
Running make install
  Oops, make had returned bad status
Running make for M/MS/MSCHWERN/Test-Harness-2.24.tar.gz
Checksum for /root/.cpan/sources/authors/id/M/MS/MSCHWERN/Test-Harness-2.24.tar.gz ok
Test-Harness-2.24/
Test-Harness-2.24/t/
Test-Harness-2.24/t/sample-tests/
Test-Harness-2.24/t/sample-tests/simple_fail
Test-Harness-2.24/t/sample-tests/taint
Test-Harness-2.24/t/sample-tests/out_of_order
Test-Harness-2.24/t/sample-tests/simple
Test-Harness-2.24/t/sample-tests/skip
Test-Harness-2.24/t/sample-tests/todo_inline
Test-Harness-2.24/t/sample-tests/lone_not_bug
Test-Harness-2.24/t/sample-tests/skip_nomsg
Test-Harness-2.24/t/sample-tests/vms_nit
Test-Harness-2.24/t/sample-tests/head_end
Test-Harness-2.24/t/sample-tests/bignum
Test-Harness-2.24/t/sample-tests/die
Test-Harness-2.24/t/sample-tests/combined
Test-Harness-2.24/t/sample-tests/todo
Test-Harness-2.24/t/sample-tests/with_comments
Test-Harness-2.24/t/sample-tests/head_fail
Test-Harness-2.24/t/sample-tests/shbang_misparse
Test-Harness-2.24/t/sample-tests/die_head_end
Test-Harness-2.24/t/sample-tests/skipall_nomsg
Test-Harness-2.24/t/sample-tests/die_last_minute
Test-Harness-2.24/t/sample-tests/skipall
Test-Harness-2.24/t/sample-tests/no_nums
Test-Harness-2.24/t/sample-tests/bailout
Test-Harness-2.24/t/sample-tests/descriptive
Test-Harness-2.24/t/sample-tests/duplicates
Test-Harness-2.24/t/lib/
Test-Harness-2.24/t/lib/Test/
Test-Harness-2.24/t/lib/Test/Builder.pm
Test-Harness-2.24/t/lib/Test/More.pm
Test-Harness-2.24/t/lib/Test/Simple.pm
Test-Harness-2.24/t/lib/if.pm
Test-Harness-2.24/t/strap.t
Test-Harness-2.24/t/assert.t
Test-Harness-2.24/t/ok.t
Test-Harness-2.24/t/strap-analyze.t
Test-Harness-2.24/t/callback.t
Test-Harness-2.24/t/nonumbers.t
Test-Harness-2.24/t/00compile.t
Test-Harness-2.24/t/base.t
Test-Harness-2.24/t/test-harness.t
Test-Harness-2.24/MANIFEST
Test-Harness-2.24/NOTES
Test-Harness-2.24/Changes
Test-Harness-2.24/lib/
Test-Harness-2.24/lib/Test/
Test-Harness-2.24/lib/Test/Harness/
Test-Harness-2.24/lib/Test/Harness/Straps.pm
Test-Harness-2.24/lib/Test/Harness/Iterator.pm
Test-Harness-2.24/lib/Test/Harness/Assert.pm
Test-Harness-2.24/lib/Test/Harness.pm
Test-Harness-2.24/examples/
Test-Harness-2.24/examples/mini_harness.plx
Test-Harness-2.24/Makefile.PL
Test-Harness-2.24/TODO
Removing previously used /root/.cpan/build/Test-Harness-2.24

  CPAN.pm: Going to build M/MS/MSCHWERN/Test-Harness-2.24.tar.gz

Checking if your kit is complete...
Looks good
Writing Makefile for Test::Harness
    -- NOT OK
Running make test
  Oops, make had returned bad status
Running make install
  Oops, make had returned bad status
Running make for M/MS/MSCHWERN/Test-Simple-0.44.tar.gz
  Unwrapped into directory /root/.cpan/build/Test-Simple-0.44

  CPAN.pm: Going to build M/MS/MSCHWERN/Test-Simple-0.44.tar.gz

    -- NOT OK
Running make test
  Oops, make had returned bad status
Running make install
  Oops, make had returned bad status
Running make for A/AN/ANDK/CPAN-1.61.tar.gz
  Unwrapped into directory /root/.cpan/build/CPAN-1.61

  CPAN.pm: Going to build A/AN/ANDK/CPAN-1.61.tar.gz

    -- NOT OK
Running make test
  Oops, make had returned bad status
Running make install
  Oops, make had returned bad status

From francisv at dagupan.com  Fri Jun 14 21:49:38 2002
From: francisv at dagupan.com (francisv at dagupan.com)
Date: Sat, 15 Jun 2002 09:49:38 +0800
Subject: [rt-users] Error with StockAnswers add-on
Message-ID: <10F29E27A956D511B0940050DA8D86A985C308@mailserver.dagupan.com>

Hi,

I've setup my RT (2.0.13) with StockAnswers. When I click "Stock Answers",
it gives me the following error:

error in file:
/usr/local/rt2/WebRT/data/obj/LOCAL/Ticket/StockAnswers.html 
  line 15:  Global symbol "$queue" requires explicit package name 
 
context:   ...   
11:  my $_out = $m->current_sink; 
12:  $m->debug_hook($m->current_comp->path) if (%DB::); 
13:   
14:   
15:  my $formatted_queue = $queue ? "- $queue" : ""; 
16:   
17:  # where your stock answers live. Note trailing / 
18:  #my $templateDir = "/home/bugs/rt2/local/templates/"; 
19:  my $templateDir = "$RT::MasonLocalComponentRoot/../../templates/"; 
...   
 
code stack:
/usr/local/rt2/WebRT/data/obj/LOCAL/Ticket/StockAnswers.html:15
/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Interp.pm:381
/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm:116
  

---
 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 sigl at mpe.mpg.de  Mon Jun 17 05:25:05 2002
From: sigl at mpe.mpg.de (Rainer Sigl)
Date: Mon, 17 Jun 2002 11:25:05 +0200
Subject: [rt-users] RT Error with Mail interface
In-Reply-To: <200206140925.LAA00987@mpehp1.mpe-garching.mpg.de>
References: <200206140925.LAA00987@mpehp1.mpe-garching.mpg.de>
Message-ID: <200206170927.LAA05777@mpehp1.mpe-garching.mpg.de>

On Friday 14 June 2002 11:23, Rainer Sigl wrote:
Hi,

I have a problem  with my new RT installation on Debian and kernel 2.4.17
Sending a request to my alias
helpdesk: "|/usr/bin/rt-mailgate --queue general --action correspond"
helpdesk-comment: "|/usr/bin/rt-mailgate --queue general --action comment"
I get NO queue input but a reply with contents:

[MPE Helpdesk #] (_rt_system) RT Error: test auf helpdesk
Date: Fri, 14 Jun 2002 11:19:06 +0200
From: Rainer Sigl via RT <rt at mpe.mpg.de>
To: sigl at rt.mpe-garching.mpg.de
Reply to: Rainer Sigl via RT <rt at mpe.mpg.de>

  There has been an error:
 There has been an error with your request:


 Your message is reproduced below:

 fsdfsfsfsf


 --- Headers Follow ---

 From sigl at rt.mpe-garching.mpg.de Fri Jun 14 11:19:05 2002
 Received: from mpehp1.mpe-garching.mpg.de ([130.183.70.10])
         by localhost with esmtp (Exim 3.35 #1 (Debian))
         id 17InEW-0004hS-00
         for <helpdesk at rt.mpe-garching.mpg.de>; Fri, 14 Jun 2002 11:19:05
 +0200 Received: from localhost (mail at rt.mpe-garching.mpg.de
 [130.183.137.41]) by mpehp1.mpe-garching.mpg.de (8.8.6 (PHNE_17135)/8.8.6)
 with ESMTP id LAA00517
         for <helpdesk at rt>; Fri, 14 Jun 2002 11:20:39 +0200 (METDST)
 Received: from sigl by localhost with local (Exim 3.35 #1 (Debian))
         id 17InE1-0004hF-00
         for <helpdesk at rt>; Fri, 14 Jun 2002 11:18:33 +0200
 To: helpdesk at rt.mpe-garching.mpg.de
 Subject: test auf helpdesk
 Message-Id: <E17InE1-0004hF-00 at localhost>
 From: Rainer Sigl <sigl at rt.mpe-garching.mpg.de>
 Date: Fri, 14 Jun 2002 11:18:33 +0200



 -------------------------------------------- Managed by Request Tracker


 generating queue entries by commandline interface or web interface works
 fine.

I'm using MySql and exim as mailer

in /var/log/exim/mainlog I see no hint about the failure:

2002-06-14 11:53:10 17InlW-0004n4-00 <= sigl at rt.mpe-garching.mpg.de U=sigl 
P=local S=334
2002-06-14 11:53:14 17InlW-0004n4-00 => helpdesk at mpe.mpg.de R=smarthost 
T=remote_smtp H=mpehp1.mpe-garching.mpg.de [130.183.70.10]
2002-06-14 11:53:14 17InlW-0004n4-00 Completed
2002-06-14 11:53:45 17Inm5-0004nH-00 <= sigl at rt.mpe-garching.mpg.de 
H=mpehp1.mpe-garching.mpg.de [130.183.70.10] P=esmtp S=758 
id=E17InlW-0004n4-00 at localhost
2002-06-14 11:53:49 17Inm9-0004nT-00 <= rt at rt.mpe-garching.mpg.de U=rt 
P=local S=1640
2002-06-14 11:53:49 17Inm5-0004nH-00 => |/usr/bin/rt-mailgate --queue general 
--action correspond <helpdesk at rt.mpe-garching.mpg.de> D=system_aliases 
T=address_pipe
2002-06-14 11:53:49 17Inm5-0004nH-00 Completed
2002-06-14 11:53:49 17Inm9-0004nT-00 => sigl <sigl at rt.mpe-garching.mpg.de> 
D=localuser T=local_delivery
2002-06-14 11:53:49 17Inm9-0004nT-00 Completed

 Please has anybody an idea, what's wrong?


 Thanks
 Rainer Sigl



From robin.ericsson at profecta.se  Mon Jun 17 06:42:05 2002
From: robin.ericsson at profecta.se (Robin Ericsson)
Date: 17 Jun 2002 12:42:05 +0200
Subject: [rt-users] escalator
Message-ID: <1024310528.10149.118.camel@julia>

Hi,

I'm sorry to bother the list with my newbie perl questions, but I can't
get escalator to work.

I've changed the path's to my RT installation, but I still be this when
I run it.

(And yes, I've installed EscalatePriority.pm)

./escalator 
use: Command not found.
use: Command not found.
use: Command not found.
use: Command not found.
Too many ('s.

My perl is "version 5.005_03 built for i386-freebsd"


best regards
Robin





From bortzmeyer at nic.fr  Mon Jun 17 08:03:02 2002
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Mon, 17 Jun 2002 14:03:02 +0200
Subject: [rt-users] escalator
In-Reply-To: <1024310528.10149.118.camel@julia>
References: <1024310528.10149.118.camel@julia>
Message-ID: <20020617120302.GA4125@nic.fr>

On Mon, Jun 17, 2002 at 12:42:05PM +0200,
 Robin Ericsson <robin.ericsson at profecta.se> wrote 
 a message of 31 lines which said:

> ./escalator 
> use: Command not found.

It really looks like Perl was not invoked at all. Try:

perl ./escalator

and if it works, it means I was right and then check the first line of
./escalator, its shebang is probably wrong.





From pdh at snapgear.com  Mon Jun 17 08:04:18 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 17 Jun 2002 22:04:18 +1000
Subject: [rt-users] escalator
In-Reply-To: <1024310528.10149.118.camel@julia>; from robin.ericsson@profecta.se on Mon, Jun 17, 2002 at 12:42:05PM +0200
References: <1024310528.10149.118.camel@julia>
Message-ID: <20020617220418.A33008@dorfl.internal.moreton.com.au>

Robin Ericsson wrote:
> ./escalator 
> use: Command not found.
> use: Command not found.
> use: Command not found.
> use: Command not found.
> Too many ('s.

What does

head -1 escalator

say? (It should start with "#!/usr/bin/perl".)




From sebastian at flothow.de  Mon Jun 17 08:07:03 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Mon, 17 Jun 2002 14:07:03 +0200
Subject: [rt-users] escalator
In-Reply-To: <1024310528.10149.118.camel@julia>
Message-ID: <BC504DB8-81EA-11D6-9389-000393B2BB20@flothow.de>

> ./escalator
> use: Command not found.
> use: Command not found.
> use: Command not found.
> use: Command not found.
> Too many ('s.

It looks like you're trying to run it with a shell instead of perl. 
Check the #! line at the beginning of escalator, or try running it as 
"perl ./escalator".


Sebastian

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




From robin.ericsson at profecta.se  Mon Jun 17 08:17:35 2002
From: robin.ericsson at profecta.se (Robin Ericsson)
Date: 17 Jun 2002 14:17:35 +0200
Subject: [rt-users] escalator
In-Reply-To: <1024310528.10149.118.camel@julia>
References: <1024310528.10149.118.camel@julia>
Message-ID: <1024316256.10149.136.camel@julia>

On Mon, 2002-06-17 at 12:42, Robin Ericsson wrote:

> ./escalator 
> use: Command not found.
> use: Command not found.
> use: Command not found.
> use: Command not found.
> Too many ('s.

Silly me, it was me missing the ! in #!, it was so obvious I didn't see
it.

Thanks to anyone that answered to me.



best regards
Robin




From vince at confidentialconnections.com  Mon Jun 17 09:53:05 2002
From: vince at confidentialconnections.com (vince)
Date: Mon, 17 Jun 2002 16:53:05 +0300
Subject: [rt-users] RT after installing don't work
Message-ID: <002701c21606$51de4050$0417a8c0@vince>

I installed last version of RT but when I'm trying to start apache I have such error:

--------------------------- cut here -----------------------
Variable "$m" is not imported at /var/web/rt/bin/webmux.pl line 94.
Global symbol "$m" requires explicit package name at /var/web/rt/bin/webmux.pl line 94.
[Mon Jun 17 13:32:10 2002] [error] Compilation failed in require at (eval 5) line 1.

Syntax error on line 969 of /home/roma/apache/conf/httpd.conf:
Compilation failed in require at (eval 5) line 1.
--------------------------- cut here -----------------------

Can anybody help me?

Thanks, Vince.
-------------- next part --------------
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From mgrubb at fifthvision.net  Mon Jun 17 11:50:41 2002
From: mgrubb at fifthvision.net (Michael Grubb)
Date: Mon, 17 Jun 2002 10:50:41 -0500
Subject: [rt-users] Error with StockAnswers add-on
In-Reply-To: <10F29E27A956D511B0940050DA8D86A985C308@mailserver.dagupan.com>
References: <10F29E27A956D511B0940050DA8D86A985C308@mailserver.dagupan.com>
Message-ID: <200206171050.41965.mgrubb@fifthvision.net>

Which version of StockAnswers are you using?

On Friday 14 June 2002 20:49, francisv at dagupan.com wrote:
> Hi,
>
> I've setup my RT (2.0.13) with StockAnswers. When I click "Stock Answers",
> it gives me the following error:
>
> error in file:
> /usr/local/rt2/WebRT/data/obj/LOCAL/Ticket/StockAnswers.html
>   line 15:  Global symbol "$queue" requires explicit package name
>
> context:   ...
> 11:  my $_out = $m->current_sink;
> 12:  $m->debug_hook($m->current_comp->path) if (%DB::);
> 13:
> 14:
> 15:  my $formatted_queue = $queue ? "- $queue" : "";
> 16:
> 17:  # where your stock answers live. Note trailing /
> 18:  #my $templateDir = "/home/bugs/rt2/local/templates/";
> 19:  my $templateDir = "$RT::MasonLocalComponentRoot/../../templates/";
> ...
>
> code stack:
> /usr/local/rt2/WebRT/data/obj/LOCAL/Ticket/StockAnswers.html:15
> /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Interp.pm:381
> /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm:116
>
>
> ---
>  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
>
>
> _______________________________________________
> 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  Mon Jun 17 03:15:24 2002
From: savage at savage.za.org (Chris Knipe)
Date: Mon, 17 Jun 2002 09:15:24 +0200
Subject: [rt-users] Interfacing with RT via PHP
Message-ID: <009401c21623$015ca370$0101a8c0@megalan.co.za>

Hi all,

Are there anything available that's written already to interface with RT's
tickets via PHP?

I'd like to have a type of system where I can inject a html form as a ticket
into various RT queues.  For example, I may have a support form on a html
page, where the user provides his / her email address, and  a detailed
description of the problem.

I'd like to then take the form data, inject it into RT, and provide the user
with the ticket number over the web.

Is this at all possible?  Anything written for it already?

Kind Regards,

Chris Knipe
MegaLAN Corporate Networking Services
Tel: +27 21 854 7064
Cell: +27 72 434 7582




From matthew.disney at fedex.com  Mon Jun 17 13:27:49 2002
From: matthew.disney at fedex.com (Matt Disney)
Date: Mon, 17 Jun 2002 12:27:49 -0500
Subject: [rt-users] Interfacing with RT via PHP 
In-Reply-To: <009401c21623$015ca370$0101a8c0@megalan.co.za> 
References: <009401c21623$015ca370$0101a8c0@megalan.co.za>
Message-ID: <200206171727.g5HHRnn23141@nfsb.ecdev.fedex.com>

What are your motivations for using PHP rather than HTML::Mason?

A while back, since I wasn't comfortable with the state of RT's
unauthorized user interfaces, I created a PHP interface to simply email
a ticket in and then I linked to a NoAuth list of tickets in that
queue. I ditched it before we moved RT to production, though, in favor
of HTML::Mason stuff that is much better because it sits on top of the
RT API.

I'll gladly provide the stuff I've done with HTML::Mason, but I'm
afraid there's not much I can help you with as far as PHP interfaces.

Matt

Chris Knipe writes:
>Hi all,
>
>Are there anything available that's written already to interface with RT's
>tickets via PHP?
>
>I'd like to have a type of system where I can inject a html form as a ticket
>into various RT queues.  For example, I may have a support form on a html
>page, where the user provides his / her email address, and  a detailed
>description of the problem.
>
>I'd like to then take the form data, inject it into RT, and provide the user
>with the ticket number over the web.
>
>Is this at all possible?  Anything written for it already?
>
>Kind Regards,
>
>Chris Knipe
>MegaLAN Corporate Networking Services
>Tel: +27 21 854 7064
>Cell: +27 72 434 7582
>
>
>_______________________________________________
>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 darren at boston.com  Mon Jun 17 13:45:24 2002
From: darren at boston.com (darren chamberlain)
Date: Mon, 17 Jun 2002 13:45:24 -0400
Subject: [rt-users] Interfacing with RT via PHP
In-Reply-To: <009401c21623$015ca370$0101a8c0@megalan.co.za>
References: <009401c21623$015ca370$0101a8c0@megalan.co.za>
Message-ID: <20020617174524.GB27244@boston.com>

* Chris Knipe <savage at savage.za.org> [2002-06-17 13:19]:
> Are there anything available that's written already to interface with
> RT's tickets via PHP?

One thing I'm interested in doing, if only I had the time, is an XML-RPC
interface to RT (XML-RT ?).  Once that is in place, you could interface
with RT from any client or programming language.  Every popular language
that I can think of has XML-RPC bindings (including PHP, of course), so
there would be no need to limit WebRT to being implemented using
HTML::Mason; the current WebRT could be rewritten to use XML::RPC as the
underlying API, rather than the Perl modules.

The best part of this would be that Jesse would be free to concentrate
on improving the base of RT.  After all, the main reasons to use RT are
the complex database it contains; the well-defined, yet still
extensible, relationships between tickets, users, and queues; the Scrips
and other automatic actions for which RT allows; and so on.  The various
interfaces are secondary to the data that the libraries provide access
to.  In fact, all the current interfaces, plus some new ones, would
probably be easier to write and maintain if they were presentation-level
wrappers around XML-RPC calls.

This is a long way off, of course.  But it would be practially ideal.

To answer your question, however, the easiest thing to do would be to
have the PHP script fire off an email to the email gateway, and ensure
that there is an OnCreate scrip to respond to the user.

(darren)

-- 
Usenet is like a herd of performing elephants with diarrhea;
massive, difficult to redirect, awe-inspiring, entertaining, and a
source of mind-boggling amounts of excrement when you least expect
it.
    -- Eugene Spafford.



From dave at toad.net  Mon Jun 17 13:52:58 2002
From: dave at toad.net (David C. Troy)
Date: Mon, 17 Jun 2002 13:52:58 -0400 (EDT)
Subject: [rt-users] Interfacing with RT via PHP
In-Reply-To: <20020617174524.GB27244@boston.com>
Message-ID: <Pine.LNX.4.43.0206171351160.30509-100000@beast.toad.net>

I built a really crummy ad-hoc XML interface to RT, based on the Perl RT
API, and it works OK.  I'd be a little embarassed to release it to the
world with any sort of presumption that it's complete, correct, or even
close to following standards that it should follow.  But, I would consider
posting it to the list for folks to gawk at and (even better) spend some
time making it buzzword-compliant.

Let me know if there is interest...

Dave

=====================================================================
David C. Troy   [dave at toad.net]                   410-544-6193 Sales
ToadNet - Want to go fast?                        410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925  www.toad.net

On Mon, 17 Jun 2002, darren chamberlain wrote:

> * Chris Knipe <savage at savage.za.org> [2002-06-17 13:19]:
> > Are there anything available that's written already to interface with
> > RT's tickets via PHP?
>
> One thing I'm interested in doing, if only I had the time, is an XML-RPC
> interface to RT (XML-RT ?).  Once that is in place, you could interface
> with RT from any client or programming language.  Every popular language
> that I can think of has XML-RPC bindings (including PHP, of course), so
> there would be no need to limit WebRT to being implemented using
> HTML::Mason; the current WebRT could be rewritten to use XML::RPC as the
> underlying API, rather than the Perl modules.
>
> The best part of this would be that Jesse would be free to concentrate
> on improving the base of RT.  After all, the main reasons to use RT are
> the complex database it contains; the well-defined, yet still
> extensible, relationships between tickets, users, and queues; the Scrips
> and other automatic actions for which RT allows; and so on.  The various
> interfaces are secondary to the data that the libraries provide access
> to.  In fact, all the current interfaces, plus some new ones, would
> probably be easier to write and maintain if they were presentation-level
> wrappers around XML-RPC calls.
>
> This is a long way off, of course.  But it would be practially ideal.
>
> To answer your question, however, the easiest thing to do would be to
> have the PHP script fire off an email to the email gateway, and ensure
> that there is an OnCreate scrip to respond to the user.
>
> (darren)
>
> --
> Usenet is like a herd of performing elephants with diarrhea;
> massive, difficult to redirect, awe-inspiring, entertaining, and a
> source of mind-boggling amounts of excrement when you least expect
> it.
>     -- Eugene Spafford.
>
> _______________________________________________
> 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  Mon Jun 17 14:51:09 2002
From: savage at savage.za.org (Chris Knipe)
Date: Mon, 17 Jun 2002 20:51:09 +0200
Subject: [rt-users] Interfacing with RT via PHP 
References: <009401c21623$015ca370$0101a8c0@megalan.co.za> <200206171727.g5HHRnn23141@nfsb.ecdev.fedex.com>
Message-ID: <03b801c21630$985e18a0$0101a8c0@megalan.co.za>

Lo there,

1) It's a PHP based application.  I'm not going to rewrite over 3 million
lines of code on a web application to allow me to insert data into a
database via mod_perl.  That just morally isn't right, and doesn't make any
sense to me what so ever.  Needless to say, it will be over a year's worth
of work that I need to re-do....
2) Databases are universal, and they are accessible through various
programming languages and APIs, which also motivates point 1 a bit more I
think.
3) I'd like to steer away from mod_perl on a production level (this is a
personal opinion, and I have my right to express them).  While on non
critical systems, I'm more than willing to use it.  From past experiences
I've had with RT and mod_perl, I don't like the idea of having those high
system loads when a RT web sites becomes very busy.  On our development
system, while receiving +- 30 emails per minute, our system's 15 minute load
average went up over 5.4.  I've also noticed this with load scenario with
other mod_perl based applications I wanted to run, all of them resulted in
the same, which tells me its a mod_perl issue, and not RT, so flames and
wars here will kindly go to /dev/null.  The fact of the matter, is that I
don't like mod_perl, and there is no way that I am putting this on a
production system.
4) mod_perl is also Unix specific, which may become a problem.  With a
universal way of accessing the data, I can even integrate ASP (Win32) based
sites, as well as C++ / Delphi programs to interface with RT.  This will
also become a big problem at a later date, seeing that our company's
internal management systems will be in Delphi / C++, and not web based.  So
either way, this is going to become a problem for me over the next few
months, seeing that PHP and Perl is not the only languages I need to give
access to RT's data.
5) I can't simply email the ticket, because the ticket will be send back to
the sender of the ticket itself.
5.1) If this is sent to the user who submitted the form, I can't reference
the ticket number on the site
5.2) If it's sent back to the web server's user, there may be long delays
until I am able to pop the mail from a mailbox to retrieve the ticket
number, which can cause timeouts on the site (mail may be delayed in SMTP
queues for example).  Neither of which, is a decent way of implementing
this.
6) Perl apps via CGI, I don't want to use either... If I change the layout
or something of my site, I merely change one global function.  A CGI in this
case, would need to be recoded completely, which limits me in regards to the
functionality of the web applications I want to use...

Shall I go on ?  Let me just go eat some dinner first... :-)

If there's a simple DB API available somewhere, or, if someone can simply
provide some MySQL database logs of where RT data is inserted and retrieved
from the database, the query is in there.  All you need to insert a ticket
and get a ticket number to my understanding, is two simple database
queries..... Or.. Am I mistaken?


Kind Regards,

Chris Knipe
MegaLAN Corporate Networking Services
Tel: +27 21 854 7064
Cell: +27 72 434 7582

----- Original Message -----
From: "Matt Disney" <matthew.disney at fedex.com>
To: <rt-users at lists.fsck.com>
Sent: Monday, June 17, 2002 7:27 PM
Subject: Re: [rt-users] Interfacing with RT via PHP


> What are your motivations for using PHP rather than HTML::Mason?
>
> A while back, since I wasn't comfortable with the state of RT's
> unauthorized user interfaces, I created a PHP interface to simply email
> a ticket in and then I linked to a NoAuth list of tickets in that
> queue. I ditched it before we moved RT to production, though, in favor
> of HTML::Mason stuff that is much better because it sits on top of the
> RT API.
>
> I'll gladly provide the stuff I've done with HTML::Mason, but I'm
> afraid there's not much I can help you with as far as PHP interfaces.
>
> Matt
>
> Chris Knipe writes:
> >Hi all,
> >
> >Are there anything available that's written already to interface with
RT's
> >tickets via PHP?
> >
> >I'd like to have a type of system where I can inject a html form as a
ticket
> >into various RT queues.  For example, I may have a support form on a html
> >page, where the user provides his / her email address, and  a detailed
> >description of the problem.
> >
> >I'd like to then take the form data, inject it into RT, and provide the
user
> >with the ticket number over the web.
> >
> >Is this at all possible?  Anything written for it already?
> >
> >Kind Regards,
> >
> >Chris Knipe
> >MegaLAN Corporate Networking Services
> >Tel: +27 21 854 7064
> >Cell: +27 72 434 7582
> >
> >
> >_______________________________________________
> >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 matthew.disney at fedex.com  Mon Jun 17 15:26:08 2002
From: matthew.disney at fedex.com (Matt Disney)
Date: Mon, 17 Jun 2002 14:26:08 -0500
Subject: [rt-users] Interfacing with RT via PHP 
In-Reply-To: <03b801c21630$985e18a0$0101a8c0@megalan.co.za> 
References: <009401c21623$015ca370$0101a8c0@megalan.co.za> <200206171727.g5HHRnn23141@nfsb.ecdev.fedex.com> <03b801c21630$985e18a0$0101a8c0@megalan.co.za>
Message-ID: <200206171926.g5HJQ8W29103@nfsa.ecdev.fedex.com>

AFAIK, Chris, you're more or less out of luck. It's not that somebody
else hasn't done this already (I don't know, maybe they have), but I
think a lot of people give up on PHP after they get more insight to
HTML::Mason and the design of RT. 

Also, I've replied some more throughout the text of your message:

Chris Knipe writes:
>1) It's a PHP based application.  I'm not going to rewrite over 3 million
>lines of code on a web application to allow me to insert data into a
>database via mod_perl.  That just morally isn't right, and doesn't make any
>sense to me what so ever.  Needless to say, it will be over a year's worth
>of work that I need to re-do....

That's a very good justification. However, you could still reference
an HTML page, couldn't you? Rewriting a year's worth of work sounds
bad, but I don't know why you'd need to rewrite it all, couldn't you
just link over to the HTML::Mason page?

But it appears you have other concerns listed below. And, of course,
you add complexity to the maintenance of your webserver by installing
RT and all its dependencies on there.

>2) Databases are universal, and they are accessible through various
>programming languages and APIs, which also motivates point 1 a bit more I
>think.

Yeah, but RT's API solves a lot of problems with accessing the database
directly. For example, good luck trying to query the database to find
out which ticket id you just inserted. Using RT's modules, when you
create the ticket, you have a return value that tells you that info.
I'm not sure there's a pretty way of doing it, but I'm not an expert,
either.

>3) I'd like to steer away from mod_perl on a production level (this is a
>personal opinion, and I have my right to express them).  While on non
>critical systems, I'm more than willing to use it.  From past experiences
>I've had with RT and mod_perl, I don't like the idea of having those high
>system loads when a RT web sites becomes very busy.  On our development
>system, while receiving +- 30 emails per minute, our system's 15 minute load
>average went up over 5.4.  I've also noticed this with load scenario with
>other mod_perl based applications I wanted to run, all of them resulted in
>the same, which tells me its a mod_perl issue, and not RT, so flames and
>wars here will kindly go to /dev/null.  The fact of the matter, is that I
>don't like mod_perl, and there is no way that I am putting this on a
>production system.

I don't know that anyone on this list will flame you for expressing
frustrations with mod_perl. :-) That's understandable. Mod_perl is
stinky, IMHO as well. I like fastcgi a lot better.  It improved
performance at my site significantly, though I'm still not using
fastcgi in production because the rt mason handler for fastcgi doesn't
do what I'd like it to do with cookies (and what the mod_perl mason
handler currently does, methinks).

You should consider giving fastcgi a try.

>4) mod_perl is also Unix specific, which may become a problem.  With a
>universal way of accessing the data, I can even integrate ASP (Win32) based
>sites, as well as C++ / Delphi programs to interface with RT.  This will
>also become a big problem at a later date, seeing that our company's
>internal management systems will be in Delphi / C++, and not web based.  So
>either way, this is going to become a problem for me over the next few
>months, seeing that PHP and Perl is not the only languages I need to give
>access to RT's data.

Don't know whether fastcgi is UNIX specific or not. I'm guessing it is.

>5) I can't simply email the ticket, because the ticket will be send back to
>the sender of the ticket itself.
>5.1) If this is sent to the user who submitted the form, I can't reference
>the ticket number on the site
>5.2) If it's sent back to the web server's user, there may be long delays
>until I am able to pop the mail from a mailbox to retrieve the ticket
>number, which can cause timeouts on the site (mail may be delayed in SMTP
>queues for example).  Neither of which, is a decent way of implementing
>this.

Yeah, emailing the ticket from the web is crappy, IMHO. I agree.

>6) Perl apps via CGI, I don't want to use either... If I change the layout
>or something of my site, I merely change one global function.  A CGI in this
>case, would need to be recoded completely, which limits me in regards to the
>functionality of the web applications I want to use...

Not sure what you mean here. I guess you're doing some kind of
site-wide include stuff for your pages. But it doesn't really matter
whether or not I understand, I think, since your other justifications
for using PHP are pretty substantial anyway.

>If there's a simple DB API available somewhere, or, if someone can simply
>provide some MySQL database logs of where RT data is inserted and retrieved
>from the database, the query is in there.  All you need to insert a ticket
>and get a ticket number to my understanding, is two simple database
>queries..... Or.. Am I mistaken?

You may want to look in $RTPREFIX/lib/RT/ for some of the code (if you
haven't already), but I spent about five minutes looking for it and
couldn't find the database insert stuff in there. And there are more
clueful individuals about than myself.

Anyway, I'd still encourage you to look at using fastcgi as opposed to
mod_perl because fastcgi's performed much better for me. But, if PHP's
a better fit for you, best of luck with it.

Matt

>Kind Regards,
>
>Chris Knipe
>MegaLAN Corporate Networking Services
>Tel: +27 21 854 7064
>Cell: +27 72 434 7582
>
>----- Original Message -----
>From: "Matt Disney" <matthew.disney at fedex.com>
>To: <rt-users at lists.fsck.com>
>Sent: Monday, June 17, 2002 7:27 PM
>Subject: Re: [rt-users] Interfacing with RT via PHP
>
>
>> What are your motivations for using PHP rather than HTML::Mason?
>>
>> A while back, since I wasn't comfortable with the state of RT's
>> unauthorized user interfaces, I created a PHP interface to simply email
>> a ticket in and then I linked to a NoAuth list of tickets in that
>> queue. I ditched it before we moved RT to production, though, in favor
>> of HTML::Mason stuff that is much better because it sits on top of the
>> RT API.
>>
>> I'll gladly provide the stuff I've done with HTML::Mason, but I'm
>> afraid there's not much I can help you with as far as PHP interfaces.
>>
>> Matt
>>
>> Chris Knipe writes:
>> >Hi all,
>> >
>> >Are there anything available that's written already to interface with
>RT's
>> >tickets via PHP?
>> >
>> >I'd like to have a type of system where I can inject a html form as a
>ticket
>> >into various RT queues.  For example, I may have a support form on a html
>> >page, where the user provides his / her email address, and  a detailed
>> >description of the problem.
>> >
>> >I'd like to then take the form data, inject it into RT, and provide the
>user
>> >with the ticket number over the web.
>> >
>> >Is this at all possible?  Anything written for it already?
>> >
>> >Kind Regards,
>> >
>> >Chris Knipe
>> >MegaLAN Corporate Networking Services
>> >Tel: +27 21 854 7064
>> >Cell: +27 72 434 7582
>> >
>> >
>> >_______________________________________________
>> >rt-users mailing list
>> >rt-users at lists.fsck.com
>> >http://lists.fsck.com/mailman/listinfo/rt-users
>> >
>> >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>> >
>>
>> _______________________________________________
>> rt-users mailing list
>> rt-users at lists.fsck.com
>> http://lists.fsck.com/mailman/listinfo/rt-users
>>
>> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>>
>

>_______________________________________________
rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>



From rt at netthink.co.uk  Mon Jun 17 15:52:01 2002
From: rt at netthink.co.uk (Simon Cozens)
Date: Mon, 17 Jun 2002 20:52:01 +0100
Subject: [rt-users] Interfacing with RT via PHP
In-Reply-To: <200206171926.g5HJQ8W29103@nfsa.ecdev.fedex.com>
References: <009401c21623$015ca370$0101a8c0@megalan.co.za> <200206171727.g5HHRnn23141@nfsb.ecdev.fedex.com> <03b801c21630$985e18a0$0101a8c0@megalan.co.za> <200206171926.g5HJQ8W29103@nfsa.ecdev.fedex.com>
Message-ID: <20020617195201.GB16743@netthink.co.uk>

Matt Disney:
> You may want to look in $RTPREFIX/lib/RT/ for some of the code (if you
> haven't already), but I spent about five minutes looking for it and
> couldn't find the database insert stuff in there. And there are more
> clueful individuals about than myself.

That's because it's in DBIx::SearchBuilder rather than in the RT stuff
itself.

Also, can I just say: referential integrity. Grubbing around in the database
is just fine, so long as you're *sure* you're going to implement it in a way
that's not going to break things.

On a general note, it seems to me that expecting to simply be able to build an
RT-based application while switching from Perl to PHP is quite like expecting
to simply be able to build a house while switching from bricks to foam rubber.

But still, people want to do crazy things, which is why SOAP was invented.
A SOAP interface to RT is being worked on; I'm sure the original poster will
be in touch with Jesse to volunteer to help its development.

-- 
Testing can show the presense of bugs, but not their absence.
		-- Dijkstra



From savage at savage.za.org  Mon Jun 17 15:55:57 2002
From: savage at savage.za.org (Chris Knipe)
Date: Mon, 17 Jun 2002 21:55:57 +0200
Subject: [rt-users] Interfacing with RT via PHP 
References: <009401c21623$015ca370$0101a8c0@megalan.co.za> <200206171727.g5HHRnn23141@nfsb.ecdev.fedex.com> <03b801c21630$985e18a0$0101a8c0@megalan.co.za> <200206171926.g5HJQ8W29103@nfsa.ecdev.fedex.com>
Message-ID: <047001c21639$05871140$0101a8c0@megalan.co.za>

> >1) It's a PHP based application.  I'm not going to rewrite over 3 million
>
> That's a very good justification. However, you could still reference
> an HTML page, couldn't you? Rewriting a year's worth of work sounds
> bad, but I don't know why you'd need to rewrite it all, couldn't you
> just link over to the HTML::Mason page?

Yes, I could.  But HTML is static, the moment I make a change which would
affect the web site on a global manner, I'm faced with the odd single html
file to change here, or the odd cgi file to change there.  At the end of the
day, all of this adds up and I'll be back at sitting with 10ths of houndreds
of files that I need to change manually to reflect the changes in the file.

A good EXAMPLE (I don't do this, it's silly), is for example when you change
the background of your web site on every single page that is part of your
web server, via the use of a global PHP function.  It's very in depeth with
PHP, but I may have a global_prepend file, which is pre pended to every
single PHP file on my web server, which defines various "global" functions
used throughout my web site (this is what I am doing).

The global functions has various functions used throughout the site, writing
the templates for the pages.  The moment I feel like changing a template, or
inserting a new image to a template, or even using changing data (like
weather information for example), I merely change it in one place, in the
global function.

So at the end of the day, I write a complete web page, in less than 10
lines...

<?  WritePageStart("page title", "page description", "keywords"); ?>
my content for the page
<? WritePageEnd(); ?>

As you can well imagine, this saves me a TREMENIOUS ammount of time.  Even
more than simply copying and pasting, because when and if I should ever
change something, I change it in one single location - no where else.

> >3) I'd like to steer away from mod_perl on a production level (this is a
> >personal opinion, and I have my right to express them).  While on non
>
> I don't know that anyone on this list will flame you for expressing
> frustrations with mod_perl. :-) That's understandable. Mod_perl is
> stinky, IMHO as well. I like fastcgi a lot better.  It improved
> performance at my site significantly, though I'm still not using
> fastcgi in production because the rt mason handler for fastcgi doesn't
> do what I'd like it to do with cookies (and what the mod_perl mason
> handler currently does, methinks).

And you don't really come up here to defend mod_perl either.  Which just
prooves my point that the module is somewhat silly and awkward.  I must
admit though, my complaints regarding the module, can hardly be put as
frustration.  I don't allow myself to reach that stage, because I have way
more than enough stress in my life as it is.  I gave the module a try, I ran
it over a period of 14 days, and a pretty stable FreeBSD server slowed down
to a crawl, similar to running Windows 2000 Advance Server on a 166MMX with
128MB RAM <-- would be a accurate comparison.  Furthermore, the server
CRASHED twice during the 14 days, when the server previously had uptime of
way over 60 days.  That alone, was more than enough for me to have VERY
serious doubts about mod_perl, and hence my whole issue against running the
module.

I haven't looked at FastCGI yet as you said.  I do know that some mod_perl
stuff runs under it, but I didn't have the time to play arround with it yet,
no.  I'll definately do so in the near future.

> >6) Perl apps via CGI, I don't want to use either... If I change the
layout
>
> Not sure what you mean here. I guess you're doing some kind of
> site-wide include stuff for your pages. But it doesn't really matter
> whether or not I understand, I think, since your other justifications
> for using PHP are pretty substantial anyway.

Yeah, I've explained it at the begining... prepend_file and append_file is
two very nice features of PHP when you have dedicated servers for web
sites.... :-)

> You may want to look in $RTPREFIX/lib/RT/ for some of the code (if you
> haven't already), but I spent about five minutes looking for it and
> couldn't find the database insert stuff in there. And there are more
> clueful individuals about than myself.

I saw some references to insert_ticket or something like that.  They should
be defined somewhere in one of the perl modules that came with RT.  I
haven't looked yet though, I thought I'd ask first before going in to much
details to do it myself.  There's no use in re-inventing the wheel is there?
As to what you said earlier regarding getting the ticket number out of the
database....  It's probably the easiest thing to do.  Both in perl and
mysql.  The ticket number is stored in a auto_increment column in MySQL,
perl and PHP has built-in functions that allows you to retrieve the
auto_increment value on anydata that you insert...  i.e....

$sql = mysql_query("insert into table (column) values ('1')")
$autoid = mysql_id("$sql);

I can't remember of the tip of my head what the function's called in mysql,
but the code looks something similar to that.  I'm doing it with quite a few
other areas of my web application with great success.

--
me


> Matt
>
> >Kind Regards,
> >
> >Chris Knipe
> >MegaLAN Corporate Networking Services
> >Tel: +27 21 854 7064
> >Cell: +27 72 434 7582
> >
> >----- Original Message -----
> >From: "Matt Disney" <matthew.disney at fedex.com>
> >To: <rt-users at lists.fsck.com>
> >Sent: Monday, June 17, 2002 7:27 PM
> >Subject: Re: [rt-users] Interfacing with RT via PHP
> >
> >
> >> What are your motivations for using PHP rather than HTML::Mason?
> >>
> >> A while back, since I wasn't comfortable with the state of RT's
> >> unauthorized user interfaces, I created a PHP interface to simply email
> >> a ticket in and then I linked to a NoAuth list of tickets in that
> >> queue. I ditched it before we moved RT to production, though, in favor
> >> of HTML::Mason stuff that is much better because it sits on top of the
> >> RT API.
> >>
> >> I'll gladly provide the stuff I've done with HTML::Mason, but I'm
> >> afraid there's not much I can help you with as far as PHP interfaces.
> >>
> >> Matt
> >>
> >> Chris Knipe writes:
> >> >Hi all,
> >> >
> >> >Are there anything available that's written already to interface with
> >RT's
> >> >tickets via PHP?
> >> >
> >> >I'd like to have a type of system where I can inject a html form as a
> >ticket
> >> >into various RT queues.  For example, I may have a support form on a
html
> >> >page, where the user provides his / her email address, and  a detailed
> >> >description of the problem.
> >> >
> >> >I'd like to then take the form data, inject it into RT, and provide
the
> >user
> >> >with the ticket number over the web.
> >> >
> >> >Is this at all possible?  Anything written for it already?
> >> >
> >> >Kind Regards,
> >> >
> >> >Chris Knipe
> >> >MegaLAN Corporate Networking Services
> >> >Tel: +27 21 854 7064
> >> >Cell: +27 72 434 7582
> >> >
> >> >
> >> >_______________________________________________
> >> >rt-users mailing list
> >> >rt-users at lists.fsck.com
> >> >http://lists.fsck.com/mailman/listinfo/rt-users
> >> >
> >> >Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm
> >> >
> >>
> >> _______________________________________________
> >> rt-users mailing list
> >> rt-users at lists.fsck.com
> >> http://lists.fsck.com/mailman/listinfo/rt-users
> >>
> >> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> >>
> >
>
> >_______________________________________________
> rt-users mailing list
> >rt-users at lists.fsck.com
> >http://lists.fsck.com/mailman/listinfo/rt-users
> >
> >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> >
>
> _______________________________________________
> 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  Mon Jun 17 16:01:23 2002
From: savage at savage.za.org (Chris Knipe)
Date: Mon, 17 Jun 2002 22:01:23 +0200
Subject: [rt-users] Interfacing with RT via PHP
References: <009401c21623$015ca370$0101a8c0@megalan.co.za> <200206171727.g5HHRnn23141@nfsb.ecdev.fedex.com> <03b801c21630$985e18a0$0101a8c0@megalan.co.za> <200206171926.g5HJQ8W29103@nfsa.ecdev.fedex.com> <20020617195201.GB16743@netthink.co.uk>
Message-ID: <04a201c21639$c433ef00$0101a8c0@megalan.co.za>

> That's because it's in DBIx::SearchBuilder rather than in the RT stuff
> itself.

I've have a look at this as well then :-)


> Also, can I just say: referential integrity. Grubbing around in the
database
> is just fine, so long as you're *sure* you're going to implement it in a
way
> that's not going to break things.

Which, is exactly *why* I thought I'd mail the mailing list, and ask about
it first before I just dig in and "break" things.  This is also, why you
have development systems, and production systems...  As I said previously,
if there was allready something for this (which is what I was hoping on),
why do anyone need to go and reinvent the wheel?

Maybe, if I do manage to pull this off, I'll integrate it into a nice little
php class and contribute it to RT... I'm sure allot of people can use
something like this...

--
me





From rt at netthink.co.uk  Mon Jun 17 16:05:45 2002
From: rt at netthink.co.uk (Simon Cozens)
Date: Mon, 17 Jun 2002 21:05:45 +0100
Subject: [rt-users] Interfacing with RT via PHP
In-Reply-To: <04a201c21639$c433ef00$0101a8c0@megalan.co.za>
References: <009401c21623$015ca370$0101a8c0@megalan.co.za> <200206171727.g5HHRnn23141@nfsb.ecdev.fedex.com> <03b801c21630$985e18a0$0101a8c0@megalan.co.za> <200206171926.g5HJQ8W29103@nfsa.ecdev.fedex.com> <20020617195201.GB16743@netthink.co.uk> <04a201c21639$c433ef00$0101a8c0@megalan.co.za>
Message-ID: <20020617200545.GA17428@netthink.co.uk>

Chris Knipe:
> I'm sure allot of people can use something like this...

Good grief - did your search of the archives turn up *that* many people
crying out in need for a PHP interface to a Perl system?

-- 
fga is frequently given answers... the best are "Date::Calc", "use a hash",
and "yes, it's in CPAN" or Data::Dumper or mySQL or "check your permissions"
or NO Fmh THAT'S WRONG or "You can't. crypt is one-way" or "yes, i'm single"
or "I think that's a faq." or substr! or "use split" or "man perlre" - #perl



From alexandj at fortrex.com  Mon Jun 17 16:09:14 2002
From: alexandj at fortrex.com (Alexander, John)
Date: Mon, 17 Jun 2002 16:09:14 -0400
Subject: [rt-users] e-mail to RT
Message-ID: <31AF5A186939D4119C6100104B23BF8558A7CC@tiger.fortrex.com>

How do you change how RT parses the subject line in e-mails sent to RT for
adding comments to an existing ticket?

for example:

from  [helpdesk.foo.com #456]
to      [helpdesk #456]

Thanks much

----------------------------------------------------------------------------
------------
John Alexander                          john.alexander at fortrex.com





From rt at netthink.co.uk  Mon Jun 17 16:10:57 2002
From: rt at netthink.co.uk (Simon Cozens)
Date: Mon, 17 Jun 2002 21:10:57 +0100
Subject: [rt-users] Interfacing with RT via PHP
In-Reply-To: <047001c21639$05871140$0101a8c0@megalan.co.za>
References: <009401c21623$015ca370$0101a8c0@megalan.co.za> <200206171727.g5HHRnn23141@nfsb.ecdev.fedex.com> <03b801c21630$985e18a0$0101a8c0@megalan.co.za> <200206171926.g5HJQ8W29103@nfsa.ecdev.fedex.com> <047001c21639$05871140$0101a8c0@megalan.co.za>
Message-ID: <20020617201057.GA17514@netthink.co.uk>

Chris Knipe:
> So at the end of the day, I write a complete web page, in less than 10
> lines...
> 
> <?  WritePageStart("page title", "page description", "keywords"); ?>
> my content for the page
> <? WritePageEnd(); ?>

Hi.

You've just demonstrated to a large bunch of people in no uncertain terms
that you have no idea what HTML::Mason is or what it does, nor have you even
*looked* at any of the Mason pages that make up the RT interface that you're
attempting to replicate. 

Have a nice day,
Simon

-- 
There's no cinnamon and no lemon or orange involved. If there were, it was a 
heretic who mixed it up and the mixer should be impaled on a stake and buggered
by the Shrike for two hours, then taken down and forced to rub the wounds with 
the mix until death sets in. - Ingvar Mattsson *cares* about cocktails.



From savage at savage.za.org  Mon Jun 17 16:18:49 2002
From: savage at savage.za.org (Chris Knipe)
Date: Mon, 17 Jun 2002 22:18:49 +0200
Subject: [rt-users] Interfacing with RT via PHP
References: <009401c21623$015ca370$0101a8c0@megalan.co.za> <200206171727.g5HHRnn23141@nfsb.ecdev.fedex.com> <03b801c21630$985e18a0$0101a8c0@megalan.co.za> <200206171926.g5HJQ8W29103@nfsa.ecdev.fedex.com> <047001c21639$05871140$0101a8c0@megalan.co.za> <20020617201057.GA17514@netthink.co.uk>
Message-ID: <04f401c2163c$3b8c8970$0101a8c0@megalan.co.za>

> Hi.
>
> You've just demonstrated to a large bunch of people in no uncertain terms
> that you have no idea what HTML::Mason is or what it does, nor have you
even
> *looked* at any of the Mason pages that make up the RT interface that
you're
> attempting to replicate.

No, you're absolutely right.  I haven't.

As I said now, on multiple occasions in my previous posts, I mailed the
mailing list to find out if someone did this ALLREADY.  i.e. if someone has
code allready written in PHP that can do this, so that I may not
neccessarily need to rewrite something, that has allready been written.

After mailing the list, and with the response I got from Matt, it seems that
I have to write my own application because there is no PHP interface
available currently.  Fine, I have no problem with that, and I will most
definately attempt to do it.  If I break RT, I reinstall it.  If I can't
manage to get the PHP working, hey - at least I gave it a try, insteading of
giving lame ass sarcastic unhelpfull comments - which happens to be more
than what I can say about you.

You happen to like HTML::Mason, that's your right to like it, and I respect
it.  I happen to like PHP, please be so decent to just try and respect it.
If you can't, please keep your sarcastic comments to yourself as I've asked
in a private email to you as well now.  If you don't have anything usefull
to say, don't say it at all please.

My suggestions to contribute to back to RT, was made in the light that
someone MAY a few months or years from now, need to do something similar.
They won't need to go through the battle I have facing me if I contribute my
work, because something for PHP would be written allready and be available
in the open source community.  It was just a gesture of trying to be
helpfull and giving back to the RT community.  If they don't want to use it,
it's their right.  If some do, I'll be glad knowing that they'll be
utilising things that I've coded and contributed.

*shrugs*





From kilmarac at phreaker.net  Mon Jun 17 17:39:27 2002
From: kilmarac at phreaker.net (DragonWolf)
Date: Mon, 17 Jun 2002 17:39:27 -0400
Subject: [rt-users] Email reply
References: <009401c21623$015ca370$0101a8c0@megalan.co.za> <200206171727.g5HHRnn23141@nfsb.ecdev.fedex.com> <03b801c21630$985e18a0$0101a8c0@megalan.co.za> <200206171926.g5HJQ8W29103@nfsa.ecdev.fedex.com> <047001c21639$05871140$0101a8c0@megalan.co.za> <20020617201057.GA17514@netthink.co.uk> <04f401c2163c$3b8c8970$0101a8c0@megalan.co.za>
Message-ID: <008201c21647$7aaafaf0$d265c40a@ryoko>

Greetings,

My problem (compared to some Ive seen) is prolly a simple one that Im over
looking.   I have RT installed, and using qmail.

Just today I FINALLY figured out where to give the "Everyone group" the
rights to make new tickets after hunting through all the pages :-)
However, not that an email is is finally creating tickets, Im left with a
new problem.

The system is not notifying the members of the group the ticket came to, the
sytem is not replying to the author with a ticket number, and it is not
sending out email of resolve.

Essentially, its just not sending email.

I am using Qmail,  and /usr/sbin/sendmail links back over to
/var/qmail/bin/sendmail

Im not sure where, if anywhere, I made a mistake that nothing is being
mailed.  Any ideas.






From pdh at snapgear.com  Mon Jun 17 18:45:25 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 18 Jun 2002 08:45:25 +1000
Subject: [rt-users] RT after installing don't work
In-Reply-To: <002701c21606$51de4050$0417a8c0@vince>
References: <002701c21606$51de4050$0417a8c0@vince>
Message-ID: <20020617224525.GC362@luggage>

vince wrote:
> Variable "$m" is not imported at /var/web/rt/bin/webmux.pl line 94.
> Global symbol "$m" requires explicit package name at /var/web/rt/bin/webmux.pl line 94.
> [Mon Jun 17 13:32:10 2002] [error] Compilation failed in require at (eval 5) line 1.

This should probably be a FAQ...

http://lists.fsck.com/pipermail/rt-users/2002-April/007829.html





From ramassa at ucdavis.edu  Mon Jun 17 18:59:58 2002
From: ramassa at ucdavis.edu (Richard Massa)
Date: Mon, 17 Jun 2002 15:59:58 -0700
Subject: [rt-users] Duplicate mail problem
Message-ID: <20020617225958.GB15449@odinseye.ucdavis.edu>

It seems that tickets/correspondence generated in the WebRT interface are
emailing more than one copy, yet there is only one copy in the database.  My
email system is qmail, and I have sendmailpipe, sendmailpath, and sendmailargs
set correctly.  Does anyone know what might be happening?

Thanks,
Richard



From flo at fxb.de  Mon Jun 17 18:57:26 2002
From: flo at fxb.de (Florian Bischof)
Date: 18 Jun 2002 00:57:26 +0200
Subject: [rt-users] e-mail to RT
In-Reply-To: <31AF5A186939D4119C6100104B23BF8558A7CC@tiger.fortrex.com>
References: <31AF5A186939D4119C6100104B23BF8558A7CC@tiger.fortrex.com>
Message-ID: <1024354646.19767.248.camel@schiri>

Am Mon, 2002-06-17 um 22.09 schrieb Alexander, John:
> How do you change how RT parses the subject line in e-mails sent to RT for
> adding comments to an existing ticket?
> 
> for example:
> 
> from  [helpdesk.foo.com #456]
> to      [helpdesk #456]

Just set $rtname="helpdesk" in etc/RT_Config.pm.
Note that if you change $rtname mails with the old name
("helpdesk.foo.com") will not be handled anymore.

Florian



From francisv at dagupan.com  Mon Jun 17 20:18:38 2002
From: francisv at dagupan.com (francisv at dagupan.com)
Date: Tue, 18 Jun 2002 08:18:38 +0800
Subject: [rt-users] Error with StockAnswers add-on
Message-ID: <10F29E27A956D511B0940050DA8D86A985C312@mailserver.dagupan.com>

I'm using StockAnswers-1.0pre1

-----Original Message-----
From: Michael Grubb [mailto:mgrubb at fifthvision.net] 
Sent: Monday, June 17, 2002 11:51 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Error with StockAnswers add-on

Which version of StockAnswers are you using?

On Friday 14 June 2002 20:49, francisv at dagupan.com wrote:
> Hi,
>
> I've setup my RT (2.0.13) with StockAnswers. When I click "Stock Answers",
> it gives me the following error:
>
> error in file:
> /usr/local/rt2/WebRT/data/obj/LOCAL/Ticket/StockAnswers.html
>   line 15:  Global symbol "$queue" requires explicit package name
>
> context:   ...
> 11:  my $_out = $m->current_sink;
> 12:  $m->debug_hook($m->current_comp->path) if (%DB::);
> 13:
> 14:
> 15:  my $formatted_queue = $queue ? "- $queue" : "";
> 16:
> 17:  # where your stock answers live. Note trailing /
> 18:  #my $templateDir = "/home/bugs/rt2/local/templates/";
> 19:  my $templateDir = "$RT::MasonLocalComponentRoot/../../templates/";
> ...
>
> code stack:
> /usr/local/rt2/WebRT/data/obj/LOCAL/Ticket/StockAnswers.html:15
> /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Interp.pm:381
> /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm:116
>
>
> ---
>  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
>
>
> _______________________________________________
> 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 rt at netthink.co.uk  Tue Jun 18 03:58:51 2002
From: rt at netthink.co.uk (Simon Cozens)
Date: Tue, 18 Jun 2002 08:58:51 +0100
Subject: [rt-users] Duplicate mail problem
In-Reply-To: <20020617225958.GB15449@odinseye.ucdavis.edu>
References: <20020617225958.GB15449@odinseye.ucdavis.edu>
Message-ID: <20020618075851.GA22752@netthink.co.uk>

Richard Massa:
> It seems that tickets/correspondence generated in the WebRT interface are
> emailing more than one copy, yet there is only one copy in the database.  My
> email system is qmail, and I have sendmailpipe, sendmailpath, and sendmailargs
> set correctly.  Does anyone know what might be happening?

What scrips do you have?

-- 
I think of AI as the study of programming situations where either don't
know what you want, or don't know how to get it.
    - Sean Burke



From michael.thompson at s3group.com  Tue Jun 18 04:44:41 2002
From: michael.thompson at s3group.com (Michael Thompson)
Date: Tue, 18 Jun 2002 09:44:41 +0100
Subject: [rt-users] Interfacing with RT via PHP
In-Reply-To: <04f401c2163c$3b8c8970$0101a8c0@megalan.co.za>
References: <009401c21623$015ca370$0101a8c0@megalan.co.za>
 <200206171727.g5HHRnn23141@nfsb.ecdev.fedex.com>
 <03b801c21630$985e18a0$0101a8c0@megalan.co.za>
 <200206171926.g5HJQ8W29103@nfsa.ecdev.fedex.com>
 <047001c21639$05871140$0101a8c0@megalan.co.za>
 <20020617201057.GA17514@netthink.co.uk>
 <04f401c2163c$3b8c8970$0101a8c0@megalan.co.za>
Message-ID: <1024389881.18389.13.camel@arne>

I have contemplated trying to integrate RT into our local sourceforge to
replace the php based bug tracking tool. I was thinking about running RT
in a frame but wanted to integrate the login with sourceforge and use
php code to display a list of open tickets for each user.

Michael
-- 
Michael Thompson       	+353 1 291 1710
RF IC Design Engineer  	
Silicon & Software Systems




From sven.sternberger at desy.de  Tue Jun 18 08:33:00 2002
From: sven.sternberger at desy.de (Sven Sternberger)
Date: 18 Jun 2002 14:33:00 +0200
Subject: [rt-users] Ticket through email with mult. requestors and
 =?ISO-8859-1?Q?cc=B4s?=
Message-ID: <1024403580.28450.5.camel@zitpcx3298>

Hello!

I think that I may overlook the solution, when a ticket
is created through the email gateway, in the ticket
there is never a cc set. I look for a way to
set the cc field to all persons who receive the original email.
I looked at the enhanced email gateway, but i dont see a
easy solution with this tool.

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





From jgaughan-rt at irish-times.com  Tue Jun 18 10:40:14 2002
From: jgaughan-rt at irish-times.com (John Gaughan)
Date: Tue, 18 Jun 2002 15:40:14 +0100
Subject: [rt-users] Ticket =?iso-8859-1?Q?throu?=
	=?iso-8859-1?Q?gh_email_with_mult=2E_requestors_and_cc=B4s?=
In-Reply-To: <1024403580.28450.5.camel@zitpcx3298>
References: <1024403580.28450.5.camel@zitpcx3298>
Message-ID: <20020618144010.GA10322@irish-times.com>

Hi Sven,

On Tue, 18 Jun 2002, Sven Sternberger wrote:
> Hello!
> 
> I think that I may overlook the solution, when a ticket
> is created through the email gateway, in the ticket
> there is never a cc set. I look for a way to
> set the cc field to all persons who receive the original email.
> I looked at the enhanced email gateway, but i dont see a
> easy solution with this tool.

The ability to add CCs to a ticket is built into the default rt-mailgate
script, but is disabled by default.  In RT's config.pm you'll find a
variable $ParseNewMessageForTicketCcs and subroutine IsRTAddress.

Setting $ParseNewMessageForTicketCcs to 1 will enable parsing of
incoming e-mails for addresses to add as CCs.  The IsRTAddress
subroutine is used to make sure that addresses that are used by RT
aren't added as CCs, so you will need to modify this as well otherwise
mail loops could occur.  

John.

-- 
John Gaughan, Systems Administrator
Irish Times New Media - http://www.ireland.com/



From ramassa at ucdavis.edu  Tue Jun 18 12:33:56 2002
From: ramassa at ucdavis.edu (Richard Massa)
Date: Tue, 18 Jun 2002 09:33:56 -0700
Subject: [rt-users] Duplicate mail problem
In-Reply-To: <20020618075851.GA22752@netthink.co.uk>
References: <20020617225958.GB15449@odinseye.ucdavis.edu> <20020618075851.GA22752@netthink.co.uk>
Message-ID: <20020618163356.GE15449@odinseye.ucdavis.edu>

I don't think I have configured any scrips, so its just the ones that come
with RT:

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 

On Tue, Jun 18, 2002 at 08:58:51AM +0100, Simon Cozens wrote:
> Richard Massa:
> > It seems that tickets/correspondence generated in the WebRT interface are
> > emailing more than one copy, yet there is only one copy in the database.  My
> > email system is qmail, and I have sendmailpipe, sendmailpath, and sendmailargs
> > set correctly.  Does anyone know what might be happening?
> 
> What scrips do you have?
> 
> -- 
> I think of AI as the study of programming situations where either don't
> know what you want, or don't know how to get it.
>     - Sean Burke
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
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From rmillisl at enel.ucalgary.ca  Tue Jun 18 14:14:32 2002
From: rmillisl at enel.ucalgary.ca (Randy Millis)
Date: Tue, 18 Jun 2002 12:14:32 -0600 (MDT)
Subject: [rt-users] Web Access for users?
Message-ID: <1383.136.159.104.88.1024424072.squirrel@webmail.enel.ucalgary.ca>

> On Thu, Jun 13, 2002 at 09:53:22AM -0600, Randy Millis wrote:
>> I looked through the docs and did not find this answer.
>>
>> With RT2 how do I give users access to enter and view their own
>> tickets via the web interface?
>> Must I create accounts / passwords for all users manually or is there
>> a way I can use an authentication service I have (NIS) or clone an
>> existing password file from my NIS host?
>
> I believe this *is* discussed in the docs, but I'm not sure.  It's
> certainly in the list archives.

Appreciate the reply.

There does not seem to be much in the docs on this.

> Regardless, accounts with no password are automatically created when a
> person submits a ticket.  To give them a default password you have to
> hack one of the files.  This has been discussed here about a billion
> times; check the archives.

So the uses is supposed to be able to enter just their e-mail address in
the Web UI login, leave the password field blank and be able to login?
This is not working here.
Assuming they get logged in, can they then change their password?






From rmillisl at enel.ucalgary.ca  Tue Jun 18 14:22:06 2002
From: rmillisl at enel.ucalgary.ca (Randy Millis)
Date: Tue, 18 Jun 2002 12:22:06 -0600 (MDT)
Subject: [rt-users] RT Over SSL?
In-Reply-To: <20020613121926.H44600@nixc.net>
References: <1238.136.159.104.88.1023983815.squirrel@webmail.enel.ucalgary.ca>
        <20020613121926.H44600@nixc.net>
Message-ID: <1409.136.159.104.88.1024424526.squirrel@webmail.enel.ucalgary.ca>

>  |+ Anyone have a cookbook for:
>  |+
>  |+ Running RT over SSL on RedHat 7.3 with the RPM version of Apache
>  1.3.23? |+
>  |+ Creating internal certificates?
>
> RT doesn't care if its run over SSL or not; you just have to configure
> apache to do this.  You would create certificates the same way you
> would for anything else.

Appreciate the reply.

I had never done this before and was looking for some direction.

I did however find this article which helped me get going. I'm submitting
it here in hopes that it may assist other new RedHat OpenSSL users:
http://www.sunsite.ualberta.ca/Linux/LDP/HOWTO/SSL-RedHat-HOWTO.html





From rmillisl at enel.ucalgary.ca  Tue Jun 18 15:29:12 2002
From: rmillisl at enel.ucalgary.ca (Randy Millis)
Date: Tue, 18 Jun 2002 13:29:12 -0600 (MDT)
Subject: [Fwd: Re: [rt-users] Web Access for users?]
Message-ID: <1788.136.159.104.88.1024428552.squirrel@webmail.enel.ucalgary.ca>

-------- Original Message --------
Subject: Re: [rt-users] Web Access for users?
From: Randy Millis <rmillisl at enel.ucalgary.ca>
Date: Tue, June 18, 2002 12:36 pm
To: <rlpowell at digitalkingdom.org>

> On Tue, Jun 18, 2002 at 12:14:32PM -0600, Randy Millis wrote:

>> > Regardless, accounts with no password are automatically created when
>> > a person submits a ticket.  To give them a default password you have
>> > to hack one of the files

>> So the uses is supposed to be able to enter just their e-mail address
>> in the Web UI login, leave the password field blank and be able to
>> login?
>
> Normally the account is created by sending e-mail to RT for a ticket.
> If that's not feasible, I think you need to create the accounts by
> hand.

The accounts are created automatically. That works. If I set their
password once created they can log in. I have 850 users though. :-) I'm
sure I can hack the appropriate .pl file to set a default password. I
think someone sent me a message on where to find this.
How hard would it be to generate a random password and e-mail it to the
user? Anyone have any thoughts on how to do this?
There does not seem to be a way for them to change their password in the
web UI one they logged in. Is this the case? Any thoughts on how can I
deal with this?






From matthew.disney at fedex.com  Tue Jun 18 17:39:54 2002
From: matthew.disney at fedex.com (Matt Disney)
Date: Tue, 18 Jun 2002 16:39:54 -0500
Subject: [Fwd: Re: [rt-users] Web Access for users?] 
In-Reply-To: <1788.136.159.104.88.1024428552.squirrel@webmail.enel.ucalgary.ca> 
References: <1788.136.159.104.88.1024428552.squirrel@webmail.enel.ucalgary.ca>
Message-ID: <200206182139.g5ILdsn09678@nfsb.ecdev.fedex.com>

I opted for the "not everyone gets an account" approach. I use a guest
account from a custom web form for users to create tickets. When a user
goes to the form, if they aren't already logged in, they get logged in
as guest. And guest isn't privileged, but can access all the forms I've
created for ticket submissions.

I'm not sure what your needs are, but that may be an alternative that's
interesting to you. It's not necessarily less work than creating the
passwords, but for my site it was better for the users.

Also, they should be able to login and click on Preferences to change
their password, unless I've missed something.

Matt

Randy Millis writes:
>-------- Original Message --------
>Subject: Re: [rt-users] Web Access for users?
>From: Randy Millis <rmillisl at enel.ucalgary.ca>
>Date: Tue, June 18, 2002 12:36 pm
>To: <rlpowell at digitalkingdom.org>
>
>> On Tue, Jun 18, 2002 at 12:14:32PM -0600, Randy Millis wrote:
>
>>> > Regardless, accounts with no password are automatically created when
>>> > a person submits a ticket.  To give them a default password you have
>>> > to hack one of the files
>
>>> So the uses is supposed to be able to enter just their e-mail address
>>> in the Web UI login, leave the password field blank and be able to
>>> login?
>>
>> Normally the account is created by sending e-mail to RT for a ticket.
>> If that's not feasible, I think you need to create the accounts by
>> hand.
>
>The accounts are created automatically. That works. If I set their
>password once created they can log in. I have 850 users though. :-) I'm
>sure I can hack the appropriate .pl file to set a default password. I
>think someone sent me a message on where to find this.
>How hard would it be to generate a random password and e-mail it to the
>user? Anyone have any thoughts on how to do this?
>There does not seem to be a way for them to change their password in the
>web UI one they logged in. Is this the case? Any thoughts on how can I
>deal with this?
>
>
>
>
>_______________________________________________
>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 phil at ipom.com  Tue Jun 18 18:02:16 2002
From: phil at ipom.com (Phil Dibowitz)
Date: Tue, 18 Jun 2002 15:02:16 -0700
Subject: [Fwd: Re: [rt-users] Web Access for users?]
References: <1788.136.159.104.88.1024428552.squirrel@webmail.enel.ucalgary.ca> <200206182139.g5ILdsn09678@nfsb.ecdev.fedex.com>
Message-ID: <3D0FADE8.3000805@ipom.com>

Matt Disney wrote:

> I opted for the "not everyone gets an account" approach. I use a guest
> account from a custom web form for users to create tickets. When a user
> goes to the form, if they aren't already logged in, they get logged in
> as guest. And guest isn't privileged, but can access all the forms I've
> created for ticket submissions.
> 
> I'm not sure what your needs are, but that may be an alternative that's
> interesting to you. It's not necessarily less work than creating the
> passwords, but for my site it was better for the users.
> 
> Also, they should be able to login and click on Preferences to change
> their password, unless I've missed something.
> 
> Matt


Hmmm. Maybe I'm misusing something. I wrote a simple form/cgi outside of RT 
that simply sends a mail from the email address of the user (form submitted) 
to the appropriate email address for the queue they are submitting to.

Phil
-- 
"They that can give up essential liberty to obtain a little temporary safety 
deserve neither liberty nor safety."
-Benjamin Franklin, 1759




From matthew.disney at fedex.com  Tue Jun 18 18:05:29 2002
From: matthew.disney at fedex.com (Matt Disney)
Date: Tue, 18 Jun 2002 17:05:29 -0500
Subject: [Fwd: Re: [rt-users] Web Access for users?] 
In-Reply-To: <3D0FADE8.3000805@ipom.com> 
References: <1788.136.159.104.88.1024428552.squirrel@webmail.enel.ucalgary.ca> <200206182139.g5ILdsn09678@nfsb.ecdev.fedex.com> <3D0FADE8.3000805@ipom.com>
Message-ID: <200206182205.g5IM5Tn11302@nfsb.ecdev.fedex.com>

Yeah, I was going to do that, too, but I wanted to take the user
straight to the ticket after ticket creation. So I ended up copying a
lot of stuff out of the Ticket/Create.html page, making sure the user
gets logged in as guest automatically, and then I put that in the
NoAuth hierarchy. Oh, and I also wanted to be able to acces keywords
from that ticket creation form.

The trusty email form is the simplest way to solve the problem, but it
doesn't give you the flexibility of setting specific ticket fields (due
date, keywords, etc...).

Matt

Phil Dibowitz writes:
>Matt Disney wrote:
>
>> I opted for the "not everyone gets an account" approach. I use a guest
>> account from a custom web form for users to create tickets. When a user
>> goes to the form, if they aren't already logged in, they get logged in
>> as guest. And guest isn't privileged, but can access all the forms I've
>> created for ticket submissions.
>> 
>> I'm not sure what your needs are, but that may be an alternative that's
>> interesting to you. It's not necessarily less work than creating the
>> passwords, but for my site it was better for the users.
>> 
>> Also, they should be able to login and click on Preferences to change
>> their password, unless I've missed something.
>> 
>> Matt
>
>
>Hmmm. Maybe I'm misusing something. I wrote a simple form/cgi outside of RT 
>that simply sends a mail from the email address of the user (form submitted) 
>to the appropriate email address for the queue they are submitting to.
>
>Phil
>-- 
>"They that can give up essential liberty to obtain a little temporary safety 
>deserve neither liberty nor safety."
>-Benjamin Franklin, 1759
>
>
>_______________________________________________
>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 d.frencham at qut.edu.au  Tue Jun 18 23:59:57 2002
From: d.frencham at qut.edu.au (Daniel Frencham)
Date: Wed, 19 Jun 2002 13:59:57 +1000
Subject: [rt-users] using rtadmin to set queue rights
Message-ID: <5.1.0.14.2.20020619135359.01f5d958@pop.qut.edu.au>

I'm trying to use rtadmin to grant rights on a queue.

I have tried the following (running the commands as root, from the console):

# /usr/local/rt/bin/rtadmin --queue test19 --grant-right testuser CreateTicket
# /usr/local/rt/bin/rtadmin --queue test19 --grant-right CreateTicket testuser

Does anyone know the correct syntax?

Does anyone have any doco for rtadmin?

Regards,

Daniel Frencham
Systems Administrator Trainee
Central Systems Services, ITS, QUT
d.frencham at qut.edu.au




From arclight at jump.net  Wed Jun 19 00:30:09 2002
From: arclight at jump.net (Bob Apthorpe)
Date: Tue, 18 Jun 2002 23:30:09 -0500
Subject: [rt-users] Interfacing with RT via PHP
In-Reply-To: <1024389881.18389.13.camel@arne>
References: <009401c21623$015ca370$0101a8c0@megalan.co.za> <04f401c2163c$3b8c8970$0101a8c0@megalan.co.za> <1024389881.18389.13.camel@arne>
Message-ID: <02061823300901.09399@soyokaze>

On Tuesday 18 June 2002 03:44, Michael Thompson wrote:
> I have contemplated trying to integrate RT into our local sourceforge to
> replace the php based bug tracking tool. I was thinking about running RT
> in a frame but wanted to integrate the login with sourceforge and use
> php code to display a list of open tickets for each user.

I think it would be healthy to eventually separate RT's UI from the 
underlying engine (business logic), both to make the system more scalable and 
to accomodate those that [prefer|are shackled to] a dynamic content 
generation system other than HTML::Mason. I think perl is the neatest thing 
since microwave ovens and mexican wrestlers, but I've had a lot of success 
installing PHP apps. Mason can be cranky and it requires a bit more fiddling 
with a coathanger to get running whereas most of my PHP app installations 
didn't require an opposable thumb.

Having said that, I believe the development resources (i.e. Jesse) are best 
directed at 2.1 and 3.0; I don't think a PHP-based UI is a Bad Thing but 
those that want it shouldn't wait for someone else to build it.

-- Bob



From proftp_cj at kdd.de  Wed Jun 19 02:53:44 2002
From: proftp_cj at kdd.de (Christian)
Date: Wed, 19 Jun 2002 08:53:44 +0200
Subject: [rt-users] RT Over SSL?
In-Reply-To: <1409.136.159.104.88.1024424526.squirrel@webmail.enel.ucalg
 ary.ca>
References: <20020613121926.H44600@nixc.net>
 <1238.136.159.104.88.1023983815.squirrel@webmail.enel.ucalgary.ca>
 <20020613121926.H44600@nixc.net>
Message-ID: <5.1.1.2.2.20020619085228.026c6370@mail.kddnet.de>

At 12:22 18.06.2002 -0600, you wrote:
 >  |+ Anyone have a cookbook for:
...
I had never done this before and was looking for some direction.

I did however find this article which helped me get going. I'm submitting
it here in hopes that it may assist other new RedHat OpenSSL users:
http://www.sunsite.ualberta.ca/Linux/LDP/HOWTO/SSL-RedHat-HOWTO.html

Pls. also check out:
http://www.redhat.com/docs/manuals/linux/RHL-7.3-Manual/custom-guide/
http://www.redhat.com/docs/manuals/linux/RHL-7.3-Manual/custom-guide/ch-apache-secure-server.html

Christian 




From Celston at PICsolutions.com  Wed Jun 19 04:47:31 2002
From: Celston at PICsolutions.com (Craig Elston)
Date: Wed, 19 Jun 2002 10:47:31 +0200
Subject: [rt-users] Mail errors into RT2
Message-ID: <13EF5166E39CD311A42F0000E8913768645F6D@ROCKERFELLA>

Hi there

I am trying to install rt2 following the Full Install Notes for REDHAT 7.2
written by Gary Leong.

I am able to access the web interface with no problems, but when I try to
mail the general queue I get the following message.

Does anyone recognise this error?

I have built it to use Pg as the database.

Any help appreciated (as always).

Craige 

	  ----- The following addresses had permanent fatal errors -----
	/usr/local/rt2/bin/rt-mailgate --queue general --action correspond
    	(reason: can't create (user) output file)
    	(expanded from: <general at thor.picsolutions.com>)

   	----- Transcript of session follows -----
	554 5.3.0
/usr/local/rt2/bin/rt-mailgate.--queue.general.--action.correspond... cannot
open 	/usr/local/rt2/bin/rt-mailgate.--queue.general.--action.correspond:
Permission denied
	550 5.0.0 /usr/local/rt2/bin/rt-mailgate --queue general --action
correspond... Can't create output




Craig Elston
Systems Specialist

PIC Solutions
P.O. Box 2455, Cape Town 8000, South Africa 

Tel:	+27 (0)21 680-6008
Fax:	+27 (0)21 680-6003
Email:	CElston at PICSolutions.com
Web:	www.PICSolutions.com


---
Arial;Courier New;Arial;PIC has expanded our South African presence - check
out our latest office on www.PICSolutions.com


Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.370 / Virus Database: 205 - Release Date: 6/5/02
 
PIC Solutions cannot ensure that the integrity of this communication has
been maintained, or that it is free of errors, computer viruses,
interference or interception. If you are not the authorised recipient of
this mail, please notify us immediately at Info at PICSolutions.com and delete
the original from your system. 



From pdh at snapgear.com  Wed Jun 19 05:59:23 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 19 Jun 2002 19:59:23 +1000
Subject: [rt-users] Mail errors into RT2
In-Reply-To: <13EF5166E39CD311A42F0000E8913768645F6D@ROCKERFELLA>
References: <13EF5166E39CD311A42F0000E8913768645F6D@ROCKERFELLA>
Message-ID: <20020619095923.GA3558@luggage>

Craig Elston wrote:
> 	  ----- The following addresses had permanent fatal errors -----
> 	/usr/local/rt2/bin/rt-mailgate --queue general --action correspond
>     	(reason: can't create (user) output file)
>     	(expanded from: <general at thor.picsolutions.com>)

You're missing a pipe in your alias. It should read

general: "|/usr/local/rt2/bin/rt-mailgate --queue general --action correspond"

(including the quotes).



From bortzmeyer at nic.fr  Wed Jun 19 07:41:26 2002
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Wed, 19 Jun 2002 13:41:26 +0200
Subject: [rt-users] Interfacing with RT via PHP
In-Reply-To: <20020617195201.GB16743@netthink.co.uk>
References: <009401c21623$015ca370$0101a8c0@megalan.co.za> <200206171727.g5HHRnn23141@nfsb.ecdev.fedex.com> <03b801c21630$985e18a0$0101a8c0@megalan.co.za> <200206171926.g5HJQ8W29103@nfsa.ecdev.fedex.com> <20020617195201.GB16743@netthink.co.uk>
Message-ID: <20020619114126.GA26647@nic.fr>

On Mon, Jun 17, 2002 at 08:52:01PM +0100,
 Simon Cozens <rt at netthink.co.uk> wrote 
 a message of 31 lines which said:

> Also, can I just say: referential integrity. Grubbing around in the database
> is just fine, so long as you're *sure* you're going to implement it in a way
> that's not going to break things.

Yes, RT's schema should implement referential integrity. That way,
people could develop applications in whatever language they choose,
confident that the DBMS will prevent them from breaking things.

I assume that, if it is not done, it is because of MySQL's weaknesses?

> On a general note, it seems to me that expecting to simply be able to build an
> RT-based application while switching from Perl to PHP is quite like expecting
> to simply be able to build a house while switching from bricks to foam rubber.

It is very common in the real world to have complicated systems
centered on a DBMS with referential integrity and applications written
in various languages.

The MySQL way to have all applications built around the same library
(to implement constraints), which means they all have to use the same
language, is incredibly outdated.
 
> But still, people want to do crazy things, which is why SOAP was invented.
> A SOAP interface to RT is being worked on; I'm sure the original poster will
> be in touch with Jesse to volunteer to help its development.

<positive>
Excellent idea, that's what Web Services are for.
</positive>

<troll>
Why SOAP and not the simpler XML-RPC?
</troll>




From rt at netthink.co.uk  Wed Jun 19 07:51:16 2002
From: rt at netthink.co.uk (Simon Cozens)
Date: Wed, 19 Jun 2002 12:51:16 +0100
Subject: [rt-users] Interfacing with RT via PHP
In-Reply-To: <20020619114126.GA26647@nic.fr>
References: <009401c21623$015ca370$0101a8c0@megalan.co.za> <200206171727.g5HHRnn23141@nfsb.ecdev.fedex.com> <03b801c21630$985e18a0$0101a8c0@megalan.co.za> <200206171926.g5HJQ8W29103@nfsa.ecdev.fedex.com> <20020617195201.GB16743@netthink.co.uk> <20020619114126.GA26647@nic.fr>
Message-ID: <20020619115116.GB32082@netthink.co.uk>

Stephane Bortzmeyer:
> I assume that, if it is not done, it is because of MySQL's weaknesses?

The problem is that RT *isn't* primarily based on an SQL database with
an access library on top. No. RT is based on an object persistence
framework (DBIx::SearchBuilder) which just happens to use an SQL
database for the serialization backend. Similarly, MySQL just happens to
be a relatively good backend because it's lightweight and fast.

So saying "Oh, we can just grub around in the SQL database" is missing
the point.

> <troll>
> Why SOAP and not the simpler XML-RPC?
> </troll>

Simpler != better. :)

-- 
"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 bruce_campbell at ripe.net  Wed Jun 19 12:08:52 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 19 Jun 2002 18:08:52 +0200 (CEST)
Subject: [rt-users] errors during creating ticket
In-Reply-To: <3CE7E731.35215466@naturesoft.net>
Message-ID: <Pine.LNX.4.44.0206191806530.12240-100000@x22.ripe.net>

On Sun, 19 May 2002, maniezhilan wrote:

> Date: Sun, 19 May 2002 23:26:01 +0530
                ^^^

Can we advance one more month please?

> Iam Getting the following error when trying to send mail to a queue.
>
> No permission to create tickets in the queue ''.

The queue name given in the argument to '--queue' in your rt-mailgate call
does not exist in your system.

> RT::CorrespondAddress.not.set at rt.naturesoft.com

This comes from your config.pm, in $CorrespondAddress


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




From mgrubb at fifthvision.net  Wed Jun 19 18:57:41 2002
From: mgrubb at fifthvision.net (Michael Grubb)
Date: Wed, 19 Jun 2002 17:57:41 -0500
Subject: [rt-users] New StockAnswers distribution
Message-ID: <200206191757.41780.mgrubb@fifthvision.net>

There is a new version of StockAnswers available for download at 
www.fifthvision.net.

This version in addition to supporting simple substitution adds the ability to 
organize your templates in subdirectories.  The depth is arbitrary.

Also to all that had tried to register or wanted to but could not because the 
login was broken it is fixed now.

Thanks,
-Michael




From bruce_campbell at ripe.net  Thu Jun 20 03:39:43 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 20 Jun 2002 09:39:43 +0200 (CEST)
Subject: [rt-users] errors during creating ticket (fwd)
Message-ID: <Pine.LNX.4.44.0206200939230.12240-100000@x22.ripe.net>

---------- Forwarded message ----------
Date: Thu, 20 Jun 2002 11:39:09 +0530
From: maniezhilan <maniezhilan at naturesoft.net>
To: Bruce Campbell <bruce_campbell at ripe.net>
Subject: Re: [rt-users] errors during creating ticket

Bruce Campbell wrote:

> On Sun, 19 May 2002, maniezhilan wrote:
>
> > Date: Sun, 19 May 2002 23:26:01 +0530
>                 ^^^
>
> Can we advance one more month please?
>
> > Iam Getting the following error when trying to send mail to a queue.
> >
> > No permission to create tickets in the queue ''.
>
> The queue name given in the argument to '--queue' in your rt-mailgate call
> does not exist in your system.
>
> > RT::CorrespondAddress.not.set at rt.naturesoft.com
>
> This comes from your config.pm, in $CorrespondAddress
>
> --
>                              Bruce Campbell                            RIPE
>                    Systems/Network Engineer                             NCC
>                  www.ripe.net - PGP562C8B1B                      Operations
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Thanks.. I am able to solve my problem....

Second thing, how to delete a group, queue and user.

Thanks in Advance.


J.Mani Ezhilan





From misk at g-zone.at  Thu Jun 20 11:24:38 2002
From: misk at g-zone.at (Michael Polivanov)
Date: Thu, 20 Jun 2002 17:24:38 +0200 (CEST)
Subject: [rt-users] mod_perl problem?
Message-ID: <46039.193.164.224.209.1024586678.squirrel@s2s.dyndns.org>


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

regards,
--michael





-- 
~~~~~~~~~~~~~~~~~~~~~~~~~
home   http://www.rus.at/
mail   misk at rus.at
~~~~~~~~~~~~~~~~~~~~~~~~~





From darren at boston.com  Thu Jun 20 11:55:43 2002
From: darren at boston.com (darren chamberlain)
Date: Thu, 20 Jun 2002 11:55:43 -0400
Subject: [rt-users] mod_perl problem?
In-Reply-To: <46039.193.164.224.209.1024586678.squirrel@s2s.dyndns.org>
References: <46039.193.164.224.209.1024586678.squirrel@s2s.dyndns.org>
Message-ID: <20020620155543.GM12221@boston.com>

* Michael Polivanov <misk at g-zone.at> [2002-06-20 11:29]:
> I tried to install Request Tracker 2.0 on my Debian machine today: i
> used only available DEB packages. After i configured the config.pm and
> modified my apache configuration, i tried to restart the apache.
> Nothing. The process was killed, but did not came back up.Nothing was
> logged, also no error messages on console.  After some hours of playing
> with configuration i figured out that after removing "PerlRequire
> /usr/..../webmux.pl" the apache worked again, but, of course, RT not.
> Any ideas? I would like to track down the problem but i do not know how
> i can do it.

Does httpd -l show mod_perl.c, or are you loading the DSO?  Also, you
might want to consider building the whole thing from source; that way
you can be assured that you have the required parts.  If you go in this
direction, build a new Perl, a new Apache, and all new modules.

(darren)

-- 
Great minds discuss ideas.
Average minds discuss events.
Small minds discuss people.
    -- Admiral Hyman G. Rickover



From bortzmeyer at nic.fr  Thu Jun 20 12:45:30 2002
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Thu, 20 Jun 2002 18:45:30 +0200
Subject: [rt-users] mod_perl problem?
In-Reply-To: <20020620155543.GM12221@boston.com>
References: <46039.193.164.224.209.1024586678.squirrel@s2s.dyndns.org> <20020620155543.GM12221@boston.com>
Message-ID: <20020620164530.GA14007@nic.fr>

On Thu, Jun 20, 2002 at 11:55:43AM -0400,
 darren chamberlain <darren at boston.com> wrote 
 a message of 30 lines which said:

> Does httpd -l show mod_perl.c, or are you loading the DSO?  Also, you
> might want to consider building the whole thing from source; that way
> you can be assured that you have the required parts.  If you go in this
> direction, build a new Perl, a new Apache, and all new modules.

Completely useless on Debian, RT works fine on several Debian machines
I manage with just the standard packages (except RT
itself). <flame>This is not RedHat</flame>.





From Chunyen.Liu at garmin.com  Thu Jun 20 12:53:09 2002
From: Chunyen.Liu at garmin.com (Liu, Chunyen)
Date: Thu, 20 Jun 2002 11:53:09 -0500
Subject: [rt-users] A question about LIKE
Message-ID: <3C167C6F2DAAA54B89DABE60D2461FFA76215B@dallas.garmin.com>

I have a need of obtaining results from a query similar to this:
   select * from Tickets where Subject like '%car%' or Subject like
'%color%'

When I browse through the routines ProcessSearchQuery in Web.pm and
_ProcessRestrictions in Tickets.pm, I assume that to get the desired
results,
it is as simple as changing ENTRYAGGREGATOR from AND to OR when 
the restriction OPERATOR equals 'LIKE'.     That did not happen.

Did anyone have experience coping with issue?

By the way, I found some possible code issues as follows:
(1) in Tickets.pm, the definition of the associate array %TYPES,
     'Type' should not appear twice
(2) in the same declaration, it seems 'Status' should be 'STRING' instead
     of 'ENUM'

Thanks.

Chunyen Liu
chunyen.liu at garmin.com
(913) 3978448 ext 1594

______________________________________________________
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From darren at boston.com  Thu Jun 20 12:58:14 2002
From: darren at boston.com (darren chamberlain)
Date: Thu, 20 Jun 2002 12:58:14 -0400
Subject: [rt-users] mod_perl problem?
In-Reply-To: <20020620164530.GA14007@nic.fr>
References: <46039.193.164.224.209.1024586678.squirrel@s2s.dyndns.org> <20020620155543.GM12221@boston.com> <20020620164530.GA14007@nic.fr>
Message-ID: <20020620165814.GS12221@boston.com>

* Stephane Bortzmeyer <bortzmeyer at nic.fr> [2002-06-20 12:49]:
> On Thu, Jun 20, 2002 at 11:55:43AM -0400,
>  darren chamberlain <darren at boston.com> wrote 
>  a message of 30 lines which said:
> 
> > Does httpd -l show mod_perl.c, or are you loading the DSO?  Also, you
> > might want to consider building the whole thing from source; that way
> > you can be assured that you have the required parts.  If you go in this
> > direction, build a new Perl, a new Apache, and all new modules.
> 
> Completely useless on Debian, RT works fine on several Debian machines
> I manage with just the standard packages (except RT
> itself). <flame>This is not RedHat</flame>.

No, very much *not* useless.  He didn't specify which version of Debian
was was using, and therefore which version of Perl, or Apache, or any of
the modules.  Rather than get into a potential "upgrade your OS"
discussion, I opted to suggest a fresh build.

This is a good idea anyway.  With a complex application such as RT, with
a lot of dependencies, it is almost always easiest (especially in the
short run) to set up a sandboxed copy of all the appropriate software,
to ensure that there are no unforeseen interactions.

(darren)

-- 
There is no expedient to which a man will not go to
avoid the real labour of thinking.



From bruce_campbell at ripe.net  Thu Jun 20 13:12:27 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 20 Jun 2002 19:12:27 +0200 (CEST)
Subject: [rt-users] A question about LIKE
In-Reply-To: <3C167C6F2DAAA54B89DABE60D2461FFA76215B@dallas.garmin.com>
Message-ID: <Pine.LNX.4.44.0206201909150.12240-100000@x22.ripe.net>

On Thu, 20 Jun 2002, Liu, Chunyen wrote:

> I have a need of obtaining results from a query similar to this:
>    select * from Tickets where Subject like '%car%' or Subject like
> '%color%'
>
> When I browse through the routines ProcessSearchQuery in Web.pm and
> _ProcessRestrictions in Tickets.pm, I assume that to get the desired
> results,
> it is as simple as changing ENTRYAGGREGATOR from AND to OR when
> the restriction OPERATOR equals 'LIKE'.     That did not happen.

What would be useful is an examination of the query as presented to the
SQL server (see the SQL server logs).  Quite likely, another
ENTRYAGGREGATOR is being inserted making the query effectively
nonsensical.

> chunyen.liu at garmin.com

Your products work btw, except they take an awful long time to resync
after having crossed the atlantic ocean.

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




From jficarra at crosscurrent.com  Thu Jun 20 13:15:17 2002
From: jficarra at crosscurrent.com (Jim Ficarra)
Date: Thu, 20 Jun 2002 13:15:17 -0400
Subject: [rt-users] RE: Ticket Creation Error
Message-ID: <NEBBLFJBHAHCEPLBHMDDCEKDAGAB.jficarra@crosscurrent.com>

Give the pseudo group EVERYONE permissions to create tickets in the
queue(s).
You might want to set a real e-mail address for the $CorrespondAddress and
$CommentAddress as well in your RT config.pm.  Otherwise, there won't be an
address to comment/correspond with.

This is all on the online docs...you should go through them to ensure all
the important settings are configured.

http://fsck.com/rtfm/factoid.html?id=46

Hope this helps.


-Jim



>Date: Sun, 19 May 2002 21:42:04 +0530
>From: maniezhilan <maniezhilan at naturesoft.net>
>Reply-To: maniezhilan at naturesoft.net
>Organization: Naturesoft Software Solutions
>To: rt-users at lists.fsck.com
>Subject: [rt-users] Ticket Creation Error
>
>Dear All,
>
>Iam Getting the following error when trying to send mail to a queue.
>
>
>No permission to create tickets in the queue ''.
>
>
>RT::CorrespondAddress.not.set at rt.naturesoft.com
>
>
>Can some one help me out..?





From rlpowell at digitalkingdom.org  Thu Jun 20 13:42:33 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Thu, 20 Jun 2002 10:42:33 -0700
Subject: [rt-users] mod_perl problem?
In-Reply-To: <20020620165814.GS12221@boston.com>
References: <46039.193.164.224.209.1024586678.squirrel@s2s.dyndns.org> <20020620155543.GM12221@boston.com> <20020620164530.GA14007@nic.fr> <20020620165814.GS12221@boston.com>
Message-ID: <20020620174233.GD11517@chain.digitalkingdom.org>

On Thu, Jun 20, 2002 at 12:58:14PM -0400, darren chamberlain wrote:
> * Stephane Bortzmeyer <bortzmeyer at nic.fr> [2002-06-20 12:49]:
> > On Thu, Jun 20, 2002 at 11:55:43AM -0400,
> >  darren chamberlain <darren at boston.com> wrote 
> >  a message of 30 lines which said:
> > 
> > > Does httpd -l show mod_perl.c, or are you loading the DSO?  Also, you
> > > might want to consider building the whole thing from source; that way
> > > you can be assured that you have the required parts.  If you go in this
> > > direction, build a new Perl, a new Apache, and all new modules.
> > 
> > Completely useless on Debian, RT works fine on several Debian machines
> > I manage with just the standard packages (except RT
> > itself). <flame>This is not RedHat</flame>.
> 
> No, very much *not* useless.  He didn't specify which version of Debian
> was was using, and therefore which version of Perl, or Apache, or any of
> the modules.  Rather than get into a potential "upgrade your OS"
> discussion, I opted to suggest a fresh build.

I think the point is that if you have to *build* things on Debian,
you're doing something *very* wrong.  Assuming that by 'build' you mean
'compile from source'.

-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 misk at g-zone.at  Thu Jun 20 15:07:31 2002
From: misk at g-zone.at (Michael Polivanov)
Date: Thu, 20 Jun 2002 21:07:31 +0200
Subject: [rt-users] mod_perl problem?
References: <46039.193.164.224.209.1024586678.squirrel@s2s.dyndns.org> <20020620155543.GM12221@boston.com> <20020620164530.GA14007@nic.fr>
Message-ID: <3D1227F3.70405@g-zone.at>

Stephane Bortzmeyer wrote:

>>Does httpd -l show mod_perl.c, or are you loading the DSO?  Also, you
>>might want to consider building the whole thing from source; that way
>>you can be assured that you have the required parts.  If you go in this
>>direction, build a new Perl, a new Apache, and all new modules.
> 
> 
> Completely useless on Debian, RT works fine on several Debian machines
> I manage with just the standard packages (except RT
> itself). <flame>This is not RedHat</flame>.
> 

i'm using apache modules (so DSO). and i am using debian, because i like 
a stable system, building packages means often problems.

i tried different versions: testing, unstable, combinations of them. 
same problem occured every time: apache did not start after adding a 
line with webmux.pl. of course, it is possible to do a clean build from 
sources (i mean rt now), but i would like to use a deb package instead.

so my question was: how can i track down (debug?) this problem?

best,
michael






From seph at commerceflow.com  Thu Jun 20 15:37:07 2002
From: seph at commerceflow.com (seph)
Date: 20 Jun 2002 12:37:07 -0700
Subject: [rt-users] mod_perl problem?
In-Reply-To: Michael Polivanov's message of "Thu, 20 Jun 2002 21:07:31 +0200"
References: <46039.193.164.224.209.1024586678.squirrel@s2s.dyndns.org> <20020620155543.GM12221@boston.com> <20020620164530.GA14007@nic.fr> <3D1227F3.70405@g-zone.at>
Message-ID: <6y3cvh68t8.fsf@seph.commerceflow.com>

> i tried different versions: testing, unstable, combinations of them. 
> same problem occured every time: apache did not start after adding a 
> line with webmux.pl. of course, it is possible to do a clean build from 
> sources (i mean rt now), but i would like to use a deb package instead.

I'm running rt in several places, on several debian systems (mostly
testing/woody) with no problems. Do you have all the packages RT
needs? testdeps won't catch everything, but there are rtfm entries about
debian.

I think I managed to do something like this awhile ago, but having a
bad httpd.conf. What does your's look like? The relevent bits of mine
are:

<VirtualHost rt2.commerceflow.com>
  ServerName rt2.commerceflow.com
  ServerAlias rt.commerceflow.com
  ServerAlias rt2
  ServerAlias rt
  DocumentRoot /local/rt2/WebRT/html

  PerlModule Apache::DBI
  PerlFreshRestart On
  PerlRequire /local/rt2/bin/webmux.pl
  SetHandler perl-script
  PerlHandler RT::Mason
</VirtualHost>


seph



From misk at g-zone.at  Thu Jun 20 16:19:37 2002
From: misk at g-zone.at (Michael Polivanov)
Date: Thu, 20 Jun 2002 22:19:37 +0200
Subject: [rt-users] mod_perl problem?
References: <46039.193.164.224.209.1024586678.squirrel@s2s.dyndns.org> <20020620155543.GM12221@boston.com> <20020620164530.GA14007@nic.fr> <3D1227F3.70405@g-zone.at> <6y3cvh68t8.fsf@seph.commerceflow.com>
Message-ID: <3D1238D9.6010507@g-zone.at>

i finaly got it working, but only with fastcgi.

about your question: my apache config statemets look exactly like yours.


seph wrote:

> I'm running rt in several places, on several debian systems (mostly
> testing/woody) with no problems. Do you have all the packages RT
> needs? testdeps won't catch everything, but there are rtfm entries about
> debian.
> 
> I think I managed to do something like this awhile ago, but having a
> bad httpd.conf. What does your's look like? The relevent bits of mine
> are:
> 
> <VirtualHost rt2.commerceflow.com>
>   ServerName rt2.commerceflow.com
>   ServerAlias rt.commerceflow.com
>   ServerAlias rt2
>   ServerAlias rt
>   DocumentRoot /local/rt2/WebRT/html
> 
>   PerlModule Apache::DBI
>   PerlFreshRestart On
>   PerlRequire /local/rt2/bin/webmux.pl
>   SetHandler perl-script
>   PerlHandler RT::Mason
> </VirtualHost>
> 
> 
> seph
> 
> 






From rich+rt at lafferty.ca  Thu Jun 20 16:21:02 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Thu, 20 Jun 2002 16:21:02 -0400
Subject: [rt-users] errors during creating ticket (fwd)
In-Reply-To: <Pine.LNX.4.44.0206200939230.12240-100000@x22.ripe.net>; from bruce_campbell@ripe.net on Thu, Jun 20, 2002 at 09:39:43AM +0200
References: <Pine.LNX.4.44.0206200939230.12240-100000@x22.ripe.net>
Message-ID: <20020620162102.A27243@lafferty.ca>

On Thu, Jun 20, 2002 at 09:39:43AM +0200, Bruce Campbell (bruce_campbell at ripe.net) wrote:
> 
> Thanks.. I am able to solve my problem....
> 
> Second thing, how to delete a group, queue and user.

You can't -- you can only disable them. (It's functionally equivalent
to deleting them, except it makes sure that anything that referred
to them still refers to them, to maintain 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 rmitzel at peer1.net  Thu Jun 20 17:02:24 2002
From: rmitzel at peer1.net (Rob Mitzel)
Date: Thu, 20 Jun 2002 14:02:24 -0700
Subject: [rt-users] Weird problem with exim and rt with double headers
Message-ID: <001901c2189d$c741b720$9d5f4f18@shaw.ca>

Hi gang,

I just noticed something really odd on our RT system.  Whenever it sends
out an email, in the headers, it shows every header twice.  It doesn't
do this from exim alone, only RT does this.

Anyone have any quick ideas off the top of their heads?  It's rt-2.0.13,
freebsd 4.5, exim 3.36.

Thanks in advance.

-Rob.





From ramassa at ucdavis.edu  Thu Jun 20 17:16:39 2002
From: ramassa at ucdavis.edu (Richard Massa)
Date: Thu, 20 Jun 2002 14:16:39 -0700
Subject: [rt-users] Weird problem with exim and rt with double headers
In-Reply-To: <001901c2189d$c741b720$9d5f4f18@shaw.ca>
References: <001901c2189d$c741b720$9d5f4f18@shaw.ca>
Message-ID: <20020620211639.GA26439@odinseye.ucdavis.edu>

I'm having the same problem, but my mail system is qmail.

Thanks,
Richard

On Thu, Jun 20, 2002 at 02:02:24PM -0700, Rob Mitzel wrote:
> Hi gang,
> 
> I just noticed something really odd on our RT system.  Whenever it sends
> out an email, in the headers, it shows every header twice.  It doesn't
> do this from exim alone, only RT does this.
> 
> Anyone have any quick ideas off the top of their heads?  It's rt-2.0.13,
> freebsd 4.5, exim 3.36.
> 
> Thanks in advance.
> 
> -Rob.
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
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From seph at commerceflow.com  Thu Jun 20 18:23:37 2002
From: seph at commerceflow.com (seph)
Date: 20 Jun 2002 15:23:37 -0700
Subject: [rt-users] mod_perl problem?
In-Reply-To: Michael Polivanov's message of "Thu, 20 Jun 2002 22:19:37 +0200"
References: <46039.193.164.224.209.1024586678.squirrel@s2s.dyndns.org> <20020620155543.GM12221@boston.com> <20020620164530.GA14007@nic.fr> <3D1227F3.70405@g-zone.at> <6y3cvh68t8.fsf@seph.commerceflow.com> <3D1238D9.6010507@g-zone.at>
Message-ID: <6yy9d94mja.fsf@seph.commerceflow.com>

I'm glad to hear you got it working, at least. Though you didn't
answer whether or not you checked your package list against what's in
rtfm. Specifically, I'm wondering about package libapache-dbi-perl.

seph

Michael Polivanov <misk at g-zone.at> writes:

> i finaly got it working, but only with fastcgi.
> 
> about your question: my apache config statemets look exactly like yours.
> 
> 
> seph wrote:
> 
> > I'm running rt in several places, on several debian systems (mostly
> > testing/woody) with no problems. Do you have all the packages RT
> > needs? testdeps won't catch everything, but there are rtfm entries about
> > debian.
> > 
> > I think I managed to do something like this awhile ago, but having a
> > bad httpd.conf. What does your's look like? The relevent bits of mine
> > are:
> > 
> > <VirtualHost rt2.commerceflow.com>
> >   ServerName rt2.commerceflow.com
> >   ServerAlias rt.commerceflow.com
> >   ServerAlias rt2
> >   ServerAlias rt
> >   DocumentRoot /local/rt2/WebRT/html
> > 
> >   PerlModule Apache::DBI
> >   PerlFreshRestart On
> >   PerlRequire /local/rt2/bin/webmux.pl
> >   SetHandler perl-script
> >   PerlHandler RT::Mason
> > </VirtualHost>
> > 
> > 
> > seph
> > 
> > 
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From pdh at snapgear.com  Fri Jun 21 02:16:09 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 21 Jun 2002 16:16:09 +1000
Subject: [rt-users] HOWTO: protect RT queues with SpamAssassin
Message-ID: <20020621061609.GA362@luggage>

Well, this proved trivial enough to do, but is such a neat
arrangement that I thought I'd summarise it for the list.

SpamAssassin (www.spamassassin.org) is a mail filter to identify
spam. 

We, like many others no doubt, receive a lot of spam to RT
queues. And we don't like it. (I know Bruce has also mentioned
this kind of thing before.)

Since we've been trialling SpamAssassin for end-user delivery
on (conveniently) the same host that RT runs on, I decided to
put RT behind SpamAssassin as well.

Rather than reject or lose any detected spam, I chose to shunt
it into its own queue for review and disposal. Of course others
may choose differently; this is very simple to change.

The procedure (under FreeBSD, using Sendmail at least) is very
simple:

* procmail must be installed.

* spamassassin must be installed (duh!), spamc/spamd installed,
  and spamd running. (If you don't want to use spamc/spamd,
  replace the "spamc" command with the appropriate "spamassassin"
  command in the attached procmailrc.)

* The user running spamassassin (I chose the MTA's "mailnull"
  user) must have (or have permission to create) a .spamassassin
  directory under his home dir. This was the only roadblock I
  hit (as spamassasin's "spamc" silently does nothing if this is
  not the case.)

  Under FreeBSD:
	mkdir ~mailnull/.spamassassin
	chown mailnull ~mailnull/.spamassassin

  (other OSs will be similar.)

* Create a "spam" queue in RT, make sure "everyone" has the right
  to "create ticket" and season other rights to taste.

* Drop the attached procmailrc into /usr/local/etc/procmailrcs/rt
  and correct any paths for your local installation. Change the
  ownership of this file to your chosen user ("mailnull" in the
  example above.)

* Change the alias for each queue you wish to protect. For example,
  assuming I have a queue called "test", with correspond address
  "test at example.com" and comment address "test-c at example.com", I'd
  use the following:

test:"|/usr/local/bin/procmail -m /usr/local/etc/procmailrcs/rt test correspond"
test-c:"|/usr/local/bin/procmail -m /usr/local/etc/procmailrcs/rt test comment"

That's it! Told you it was simple. :-)

Variations to the procmailrc:

* Change "spamc" to "spamassassin -P" if you don't use spamd.
* Change the "X-Spam-Status: Yes" delivery rule to bounce, or
  blackhole, or deliver to mailbox, or whatever, if you don't
  want a "spam" queue. The choice is yours!

Enjoy :)

-P.



From pdh at snapgear.com  Fri Jun 21 02:22:39 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 21 Jun 2002 16:22:39 +1000
Subject: [rt-users] HOWTO: protect RT queues with SpamAssassin
In-Reply-To: <20020621061609.GA362@luggage>
References: <20020621061609.GA362@luggage>
Message-ID: <20020621062239.GB362@luggage>

Phil Homewood wrote:
> * Drop the attached procmailrc into /usr/local/etc/procmailrcs/rt
>   and correct any paths for your local installation. Change the
>   ownership of this file to your chosen user ("mailnull" in the
>   example above.)

Stupid me. Got distracted by a developer and forgot to attach the file.
:-(

Here it is :-)

-------------- next part --------------
:0fw
| /usr/local/bin/spamc

:0w
* ^X-Spam-Status: Yes
| /usr/local/rt2/bin/rt-mailgate --queue spam --action $2

:0w
| /usr/local/rt2/bin/rt-mailgate --queue $1 --action $2

From arclight at jump.net  Fri Jun 21 03:06:44 2002
From: arclight at jump.net (Bob Apthorpe)
Date: Fri, 21 Jun 2002 02:06:44 -0500
Subject: [rt-users] HOWTO: protect RT queues with SpamAssassin
In-Reply-To: <20020621061609.GA362@luggage>
References: <20020621061609.GA362@luggage>
Message-ID: <02062102064401.30304@soyokaze>

On Friday 21 June 2002 01:16, you wrote:
...
> Variations to the procmailrc:
>
> * Change "spamc" to "spamassassin -P" if you don't use spamd.
> * Change the "X-Spam-Status: Yes" delivery rule to bounce, or
>   blackhole, or deliver to mailbox, or whatever, if you don't
>   want a "spam" queue. The choice is yours!

A few more points

Vipul's Razor ( http://razor.sourceforge.net/ ) has hit v2.09 and has better, 
fuzzier signatures and a (better) trust system to strengthen the system's 
bozo resistance. It's easy to install and configure and support for Razor is 
already built into SpamAssassin; SpamAssassin will use Razor if it can find 
it.

Also, a related project is the Distributed Checksum Clearinghouse ( 
http://www.rhyolite.com/anti-spam/dcc/ ). Read the SpamAssassin docs and then 
install and configure dccproc. SpamAssassin also has hooks to DCC and will 
use it if it finds it.

I upgraded all of these this morning (I'm running SuSE 7.2 with Postfix and 
procmail, not that it matters) and I'm already seeing a bit more aggressive 
tagging.

If you're really, really bored you could dump the list of existing 
requestors' email addresses from RT and massage it into a whitelist for 
SpamAssassin which should help allay fears of tagging legitimate mail.

-- Bob



From Weimer at CERT.Uni-Stuttgart.DE  Fri Jun 21 16:35:13 2002
From: Weimer at CERT.Uni-Stuttgart.DE (Florian Weimer)
Date: Fri, 21 Jun 2002 22:35:13 +0200
Subject: [rt-users] Unmerge
Message-ID: <87r8j0s73y.fsf@CERT.Uni-Stuttgart.DE>

Oh dear, the unspeakable has happend: I've merged two unrelated tickets.

It is possible to revert part of the effect, for example, that future
corresponce for the two tickets are separated again?

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



From Weimer at CERT.Uni-Stuttgart.DE  Sat Jun 22 05:24:05 2002
From: Weimer at CERT.Uni-Stuttgart.DE (Florian Weimer)
Date: Sat, 22 Jun 2002 11:24:05 +0200
Subject: [rt-users] mod_perl problem?
In-Reply-To: <3D1227F3.70405@g-zone.at> (Michael Polivanov's message of
 "Thu, 20 Jun 2002 21:07:31 +0200")
References: <46039.193.164.224.209.1024586678.squirrel@s2s.dyndns.org>
	<20020620155543.GM12221@boston.com> <20020620164530.GA14007@nic.fr>
	<3D1227F3.70405@g-zone.at>
Message-ID: <87k7oru0ne.fsf@CERT.Uni-Stuttgart.DE>

Michael Polivanov <misk at g-zone.at> writes:

> i tried different versions: testing, unstable, combinations of
> them. same problem occured every time: apache did not start after
> adding a line with webmux.pl.

AFAIK, the version of HTML::Mason which ships with Debian/unstable is
too new (see FAQ).

-- 
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 dmk at sych.org  Sat Jun 22 06:51:18 2002
From: dmk at sych.org (Daniel K)
Date: Sat, 22 Jun 2002 20:51:18 +1000
Subject: [rt-users] RT Performance, Hardware
Message-ID: <011601c219da$bde101c0$fe02a8c0@daniel>

Hi all,

I'm trialling R/T on a spare machine at the moment - but one problem I have
with it is that it's really slow.

I'm running it on Postgres. I haven't used mod_perl or Mason before, and I
haven't done any performance customisation with Postrgres (apart from
running vaccuum nightly), so this is a stock-standard install.

I'm also running it on some pretty modest hardware - a P100 with 128MB RAM,
running FreeBSD 4.5. I've scaled back Apache's start servers and spare
servers settings a little.

So given that I haven't done anything to tweak the performance, and it's
probably running on an underpowered machine - I'm not expecting brilliant
performance.

However, it takes >40 seconds just to display a ticket with a single
comment!

What sort of hardware are people running R/T on? Is Postgres likely to be
very much slower than MySQL? What sort of hardware should I expect to have
to use for reasonable performance? Are there any performance tweaks people
can suggest?


Thanks in advance,

 - Daniel.




From misk at g-zone.at  Sat Jun 22 12:42:58 2002
From: misk at g-zone.at (Michael Polivanov)
Date: Sat, 22 Jun 2002 18:42:58 +0200
Subject: [rt-users] mod_perl problem?
References: <46039.193.164.224.209.1024586678.squirrel@s2s.dyndns.org> <20020620155543.GM12221@boston.com> <20020620164530.GA14007@nic.fr> <3D1227F3.70405@g-zone.at> <6y3cvh68t8.fsf@seph.commerceflow.com> <3D1238D9.6010507@g-zone.at> <6yy9d94mja.fsf@seph.commerceflow.com>
Message-ID: <3D14A912.5020709@g-zone.at>

seph wrote:
> I'm glad to hear you got it working, at least. Though you didn't
> answer whether or not you checked your package list against what's in
> rtfm. Specifically, I'm wondering about package libapache-dbi-perl.

i searched in all mail archives, read the whole docu and tried to find a 
solution through web - no success. maybe the mason lib is too new....


best,
michael







From jficarra at crosscurrent.com  Sat Jun 22 14:02:02 2002
From: jficarra at crosscurrent.com (Jim Ficarra)
Date: Sat, 22 Jun 2002 14:02:02 -0400
Subject: [rt-users] RE: mod_perl problems
Message-ID: <NEBBLFJBHAHCEPLBHMDDKELEAGAB.jficarra@crosscurrent.com>

I had the exact same problem on Redhat 7.2 and 7.3. Jump to the solution
below if you don't want to read the background:

Background:
I had previously installed a working RT 2.0.12 & RT 2.0.13 on RH 7.2 w/ perl
5.6.0.  Apache and mod_perl were the RPMS from the Redhad CD.  I downloaded
Redhat's RPMS to update mod_perl to 1.26 and perl to 5.6.1, as well as the
other requird modules.  Once I restarted apache after the upgrade, the
process was killed, nothing in the error log, no messages on the console,
etc.  I too commented out the PerlRequire line loading the webmux.pl and
apache started.

I then went through and inserted print statements through the webmux.pl and
the httpd.conf with embedded <perl> tags to see if it was bombing out a a
particular point.  It made it all the way to the bottom, but still bombed
out.  Interestingly enough there was a difference between commenting out the
webmux.pl....the print statements were executed twice implying that the
httpd.conf was processed twice?  Maybe this is an apache thing that I"m not
aware of? Anyway, with the webmux.pl in the print statements were only
executed once.

I tried the same with a fresh install of redhat 7.3 (comes with mod_perl
1.26 and perl 5.6.1)..I figured the upgrade clobbered something so I would
start off fresh. Same thing.  Running httpd -l, telneting to port 80 &
executing a get command, as well as successful starts of apache w/ webmux.pl
commented out showed that mod_perl was running.  It was running as a DSO.

Solution:
I ended up ditching the RPMs and compiling mod_perl 1.26 statically in
apache 1.3.24.  Everything works just fine now.  I read a lot on the web
that indicated that mod_perl as a DSO can be unstable (apologies if my lack
of Apache/Perl/Unix experience is showing through). I was going to try
FASTCGI but other things I read on the RT site said that RT works best with
mod_perl.

-Jim


>Michael Polivanov wrote:
>
>Message: 15
>Date: Thu, 20 Jun 2002 17:24:38 +0200 (CEST)
>From: "Michael Polivanov" <misk at g-zone.at>
>To: <rt-users at lists.fsck.com>
>Subject: [rt-users] mod_perl problem?
>
>
>
>I tried to install Request Tracker 2.0 on my Debian machine today: i
>used only available DEB packages. After i configured the config.pm and
>modified my apache configuration, i tried to restart the apache.
>Nothing. The process was killed, but did not came back up.Nothing was
>logged, also no error messages on console.  After some hours of playing
>with configuration i figured out that after removing "PerlRequire
>/usr/..../webmux.pl" the apache worked again, but, of course, RT not.
>Any ideas? I would like to track down the problem but i do not know how
>i can do it.
>
>regards,
>--michael





From rainer at ultra-secure.de  Sun Jun 23 12:41:40 2002
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Sun, 23 Jun 2002 16:41:40 +0000
Subject: [rt-users] Help: Login-problem: GET vs. POST
Message-ID: <20020623164140.24881.qmail@bsd.ultra-secure.de>

Hi, 

I've just finished installing rt-2.0.13 in a test-installation (inside a 
vmware with SuSE 7.2) and I found I cannot login. 

I searched the archives et.al. and somebody said (last year or so) that 
changing POST to GET in WebRT/HTML/Elements/Login did the trick.
This is also worked for me, but I now see that I cannot create
users or modify groups or whatever. 

Is this a browser issue ?
(NN 4.7x inside the SuSE-VMware) 

BTW: SuSE-7.2 required installing a totally new Perl 5.6.1 because the 
installed 5.6.0 resisted all attempts to install modules with -fixdeps and 
CPAN ! 

 

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 bkpmohan at yahoo.com  Sun Jun 23 13:40:34 2002
From: bkpmohan at yahoo.com (Mohan Reddy)
Date: Sun, 23 Jun 2002 10:40:34 -0700 (PDT)
Subject: [rt-users] RT with Incoming mail
In-Reply-To: <20020619095923.GA3558@luggage>
Message-ID: <20020623174034.69144.qmail@web21302.mail.yahoo.com>

Hi ,

  I am using RT latest version on Redhat Linux 6.2 
for my company . 
Additional to that I want to enhance the RT usage by
adding some mail services to RT .
My requirement as follows :

I am maintaining Local Mail server in the same system
where RT is installed . If I sent any messges to
rt at localhost.localdoamin I want to RT to create a
ticket in RT Queue (ex General Queue ) .Like RT has to
take the input from rt at localhost.localdomain and save
it as a Ticket in RT Database. 
IS this possible ? If so can anybody pl help me
regarding this .

You can chat with me if you have any doughts .
My chat id is : mohan_p_m at yahoo.com

Thanks in Advance
Mohan 



__________________________________________________
Do You Yahoo!?
Yahoo! - Official partner of 2002 FIFA World Cup
http://fifaworldcup.yahoo.com



From harald.kollera at fun.de  Mon Jun 24 04:04:28 2002
From: harald.kollera at fun.de (Harald Kollera)
Date: Mon, 24 Jun 2002 10:04:28 +0200
Subject: [rt-users] RT Performance, Hardware
References: <011601c219da$bde101c0$fe02a8c0@daniel>
Message-ID: <3D16D28C.DDF7A27A@fun.de>

Hi,

Daniel K wrote:
> So given that I haven't done anything to tweak the performance, and it's
> probably running on an underpowered machine - I'm not expecting brilliant
> performance.
> 
> However, it takes >40 seconds just to display a ticket with a single
> comment!
> 
> What sort of hardware are people running R/T on? Is Postgres likely to be
> very much slower than MySQL? What sort of hardware should I expect to have
> to use for reasonable performance? Are there any performance tweaks people
> can suggest?

we run it on a linux box (woody-debian, Pentium III with 1 processor
750MHz, 256MB Ram) with postgres. And it seems sufficient. But from my
experience RT is slow as a snail if the mailing system is not well
configured.

Harald

-- 
Dr. Harald Koll?ra
Professional Services
fun communications GmbH
Brauerstrasse 6   76135 Karlsruhe   Germany
Tel: +49 721 964480           Fax: +49 721 96448-299
email: harald.kollera at fun.de  http://www.fun.de/

I trust in http://www.keytrust.de



From timo.hummel at isg.de  Mon Jun 24 04:14:49 2002
From: timo.hummel at isg.de (Timo Hummel)
Date: Mon, 24 Jun 2002 10:14:49 +0200
Subject: [rt-users] RT Performance, Hardware
References: <011601c219da$bde101c0$fe02a8c0@daniel> <3D16D28C.DDF7A27A@fun.de>
Message-ID: <3D16D4F9.60906@isg.de>

> we run it on a linux box (woody-debian, Pentium III with 1 processor
> 750MHz, 256MB Ram) with postgres. And it seems sufficient. But from my
> experience RT is slow as a snail if the mailing system is not well
> configured.

The performance of RT also strongly depends on how many queues and 
tickets are in the system. We run an RT system with >50 queues, and the 
Quicksearch element (which shows the amount of new/open and resolved 
tickets) takes almost 4 seconds, while as other elements go trough 
pretty quick.

Regards,
Timo





From manfred at outblaze.com  Mon Jun 24 04:46:48 2002
From: manfred at outblaze.com (Manfred Hui)
Date: Mon, 24 Jun 2002 16:46:48 +0800
Subject: [rt-users] RT Performance, Hardware
References: <011601c219da$bde101c0$fe02a8c0@daniel> <3D16D28C.DDF7A27A@fun.de>
Message-ID: <005201c21b5b$ad8343b0$4d02a8c0@manfredtest>

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.

Upgrading to the latest version may also offer speed improvements, as I
discovered (from 2.0.8 to 2.0.13)

Manfred.

----- Original Message -----
From: "Harald Kollera" <harald.kollera at fun.de>
To: "Daniel K" <dmk at sych.org>
Cc: <rt-users at lists.fsck.com>
Sent: Monday, June 24, 2002 4:04 PM
Subject: Re: [rt-users] RT Performance, Hardware


> Hi,
>
> Daniel K wrote:
> > So given that I haven't done anything to tweak the performance, and it's
> > probably running on an underpowered machine - I'm not expecting
brilliant
> > performance.
> >
> > However, it takes >40 seconds just to display a ticket with a single
> > comment!
> >
> > What sort of hardware are people running R/T on? Is Postgres likely to
be
> > very much slower than MySQL? What sort of hardware should I expect to
have
> > to use for reasonable performance? Are there any performance tweaks
people
> > can suggest?
>
> we run it on a linux box (woody-debian, Pentium III with 1 processor
> 750MHz, 256MB Ram) with postgres. And it seems sufficient. But from my
> experience RT is slow as a snail if the mailing system is not well
> configured.
>
> Harald
>
> --
> Dr. Harald Koll?ra
> Professional Services
> fun communications GmbH
> Brauerstrasse 6   76135 Karlsruhe   Germany
> Tel: +49 721 964480           Fax: +49 721 96448-299
> email: harald.kollera at fun.de  http://www.fun.de/
>
> I trust in http://www.keytrust.de
>
> _______________________________________________
> 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 fri at akumiitti.com  Mon Jun 24 05:43:41 2002
From: fri at akumiitti.com (Fabian Ritzmann)
Date: Mon, 24 Jun 2002 12:43:41 +0300
Subject: [rt-users] Weird problem with exim and rt with double headers
In-Reply-To: <001901c2189d$c741b720$9d5f4f18@shaw.ca>
References: <001901c2189d$c741b720$9d5f4f18@shaw.ca>
Message-ID: <20020624124341.1b9d552a.fri@akumiitti.com>

On Thu, 20 Jun 2002 14:02:24 -0700
"Rob Mitzel" <rmitzel at peer1.net> wrote:

> I just noticed something really odd on our RT system.  Whenever it sends
> out an email, in the headers, it shows every header twice.  It doesn't
> do this from exim alone, only RT does this.
> 
> Anyone have any quick ideas off the top of their heads?  It's rt-2.0.13,
> freebsd 4.5, exim 3.36.

How does your etc/config.pm look like? These settings work for me with exim:

$MailCommand = 'sendmail';
# These options are good for most sendmail wrappers and workalikes
$SendmailArguments="-oi";
# If you selected 'sendmailpipe' above, you MUST specify the path
# to your sendmail binary in $SendmailPath.  
# !! If you did not # select 'sendmailpipe' above, this has no effect!!
$SendmailPath = "/usr/sbin/sendmail";

Fabian

-- 
Perl is designed to give you several ways to do anything, so
consider picking the most readable one.
             -- Larry Wall in the perl man page

***
Akumiitti Ltd has automatically scanned this message for viruses.
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From KFerguso at chi.navtech.com  Mon Jun 24 09:22:52 2002
From: KFerguso at chi.navtech.com (Ferguson, Kevin)
Date: Mon, 24 Jun 2002 08:22:52 -0500
Subject: [rt-users] Help: Login-problem: GET vs. POST
Message-ID: <91468650040FD411A51100104B63E23102E281CE@postman.chi.navtech.com>

I have a similar test setup: rt 2.0.13 in a VMware VM running
Slackware 8.0.  I haven't had any problems with either NN 4.77,
Konqueror 2.1.1, or Mozilla 1.1a.


> -----Original Message-----
> From: Rainer Duffner [mailto:rainer at ultra-secure.de]
> Sent: Sunday, June 23, 2002 11:42 AM
> To: RTUsers Mailing List
> Subject: [rt-users] Help: Login-problem: GET vs. POST
> 
> 
> Hi, 
> 
> I've just finished installing rt-2.0.13 in a 
> test-installation (inside a 
> vmware with SuSE 7.2) and I found I cannot login. 
> 
> I searched the archives et.al. and somebody said (last year 
> or so) that 
> changing POST to GET in WebRT/HTML/Elements/Login did the trick.
> This is also worked for me, but I now see that I cannot create
> users or modify groups or whatever. 
> 
> Is this a browser issue ?
> (NN 4.7x inside the SuSE-VMware) 
> 
> BTW: SuSE-7.2 required installing a totally new Perl 5.6.1 
> because the 
> installed 5.6.0 resisted all attempts to install modules with 
> -fixdeps and 
> CPAN ! 
> 
>  
> 
> 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?
> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at 
http://fsck.com/rtfm



From purp at wildbrain.com  Mon Jun 24 10:06:35 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 24 Jun 2002 07:06:35 -0700
Subject: [rt-users] RT Performance, Hardware
In-Reply-To: <005201c21b5b$ad8343b0$4d02a8c0@manfredtest>
References: <011601c219da$bde101c0$fe02a8c0@daniel>
	<3D16D28C.DDF7A27A@fun.de>  <005201c21b5b$ad8343b0$4d02a8c0@manfredtest>
Message-ID: <1024927603.2945.11.camel@wug.selequa.com>

On Mon, 2002-06-24 at 01:46, 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.
> 
> Upgrading to the latest version may also offer speed improvements, as I
> discovered (from 2.0.8 to 2.0.13)

When we were having such speed issues, it turned out that we didn't know
enough about maintaining and optimizing databases (PostgreSQL in our
case). Here's a few things I'd look at:

* Logging: we put our database server in full verbose mode as we were
testing RT before rollout ... and forgot to decrease the logging level.
That hurt quite a lot, causing an average four separate disk writes per
interface click.

* Vacuuming and Analysis: we knew that vacuuming the database would
remove deleted rows, but reasoned that we didn't need to do that as we
were never deleting any rows. Well, it turns out that the way postgresql
implements transactions is very much like a delete. Our ticket display
times were on the order ~20 seconds; after a VACUUM ANALYZE command,
they're now happily around 2-3 seconds. We now vacuum daily.

* Optimization: it seems that a good rule of thumb is to be sure that
there are enough buffers allocated to your server to contain all of your
more static tables (keywords, scripactions, etc.) and some reasonable
number of rows from your dynamic tables (tickets, attachments,
transactions, etc.). We've found that for our volume of tickets, one
week's worth of dynamic table rows seems to serve us well.

* Specialization: if the above still doesn't get you there, it could be
that your server is too underpowered to handle both a database and a
webserver. Separating the two should allow you to tune each machine
separately, which can help performance.

Good luck!

--j

p.s. There's good info in the list archives; search for "postgres" and
"speed"
-- 
Jim Meyer, Geek At Large                              purp at wildbrain.com




From bruce_campbell at ripe.net  Mon Jun 24 10:23:56 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 24 Jun 2002 16:23:56 +0200 (CEST)
Subject: [rt-users] RT Performance, Hardware
In-Reply-To: <3D16D4F9.60906@isg.de>
Message-ID: <Pine.LNX.4.44.0206241617510.12240-100000@x22.ripe.net>

On Mon, 24 Jun 2002, Timo Hummel wrote:

> > we run it on a linux box (woody-debian, Pentium III with 1 processor
> > 750MHz, 256MB Ram) with postgres. And it seems sufficient. But from my
> > experience RT is slow as a snail if the mailing system is not well
> > configured.
>
> The performance of RT also strongly depends on how many queues and
> tickets are in the system. We run an RT system with >50 queues, and the
> Quicksearch element (which shows the amount of new/open and resolved
> tickets) takes almost 4 seconds, while as other elements go trough
> pretty quick.

Hrm.  This is a wee bit on the bad side.  This could be fixed by caching
the number of queues per ticket status every [regular time interval], and
having simple Scrip-base {in,de}crements on any status change.

You lose absolute reliability of this output when lots of updates occur
inside [regular time interval], but gain 4 seconds per load of the home
page, which if you've got 50 queues visible to most people, is a lot.

Regards,

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




From jesse at bestpractical.com  Mon Jun 24 10:27:48 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 24 Jun 2002 10:27:48 -0400
Subject: [rt-users] RT Performance, Hardware
In-Reply-To: <Pine.LNX.4.44.0206241617510.12240-100000@x22.ripe.net>; from bruce_campbell@ripe.net on Mon, Jun 24, 2002 at 04:23:56PM +0200
References: <3D16D4F9.60906@isg.de> <Pine.LNX.4.44.0206241617510.12240-100000@x22.ripe.net>
Message-ID: <20020624102748.T14043@fsck.com>

Enhancements to the ACL system coming in the next major release should
significantly improve this. Soon, we'll have API calls for all the primitives
an ACL system should have.

	J


On Mon, Jun 24, 2002 at 04:23:56PM +0200, Bruce Campbell wrote:
> On Mon, 24 Jun 2002, Timo Hummel wrote:
> > The performance of RT also strongly depends on how many queues and
> > tickets are in the system. We run an RT system with >50 queues, and the
> > Quicksearch element (which shows the amount of new/open and resolved
> > tickets) takes almost 4 seconds, while as other elements go trough
> > pretty quick.
> 
> Hrm.  This is a wee bit on the bad side.  This could be fixed by caching
> the number of queues per ticket status every [regular time interval], and
> having simple Scrip-base {in,de}crements on any status change.
> 
> You lose absolute reliability of this output when lots of updates occur
> inside [regular time interval], but gain 4 seconds per load of the home
> page, which if you've got 50 queues visible to most people, is a lot.
> 
> Regards,
> 
> -- 
>                              Bruce Campbell                            RIPE
>                    Systems/Network Engineer                             NCC
>                  www.ripe.net - PGP562C8B1B                      Operations
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> 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 seph at commerceflow.com  Mon Jun 24 16:12:07 2002
From: seph at commerceflow.com (seph)
Date: 24 Jun 2002 13:12:07 -0700
Subject: [rt-users] RT with Incoming mail
In-Reply-To: Mohan Reddy's message of "Sun, 23 Jun 2002 10:40:34 -0700 (PDT)"
References: <20020623174034.69144.qmail@web21302.mail.yahoo.com>
Message-ID: <6ywusoigh4.fsf@seph.commerceflow.com>

> If I sent any messges to
> rt at localhost.localdoamin I want to RT to create a
> ticket in RT Queue (ex General Queue ) .Like RT has to
> take the input from rt at localhost.localdomain and save
> it as a Ticket in RT Database. 
> IS this possible ? If so can anybody pl help me
> regarding this .

This is part of normal operation for RT. In addition to being
discussed on the mailing lists, it's documented in several places of
rtfm. http://www.fsck.com/rtfm/

seph



From jesse at bestpractical.com  Tue Jun 25 02:39:08 2002
From: jesse at bestpractical.com (Jesse)
Date: Tue, 25 Jun 2002 02:39:08 -0400
Subject: [rt-users] [fwd] [Mason] ANNOUNCE: Mason 1.10 released (from: autarch@urth.org)
Message-ID: <20020625063908.GP7951@pallas.fsck.com>

As a heads up, RT 2.0.x doesn't currently work with HTML::Mason 1.10
They've changed some APIs and it'll be a bit of work to get a version
that works with both mason 1.0.5 and 1.10. For now, please be
careful to install mason 1.05 with RT 2.0.x.

(The RT 2.1.x development series uses Mason 1.10 natively)

----- Forwarded message from Dave Rolsky <autarch at urth.org> -----

From: Dave Rolsky <autarch at urth.org>
To: Mason-Users <mason-users at lists.sourceforge.net>,
	<mason-announce at lists.sourceforge.net>,
	<mason-devel at lists.sourceforge.net>
Subject: [Mason] ANNOUNCE: Mason 1.10 released
List-Help: <mailto:mason-users-request at lists.sourceforge.net?subject=help>
List-Post: <mailto:mason-users at lists.sourceforge.net>
List-Subscribe: <https://lists.sourceforge.net/lists/listinfo/mason-users>,
	<mailto:mason-users-request at lists.sourceforge.net?subject=subscribe>
List-Id: Main user's list for Mason <mason-users.lists.sourceforge.net>
List-Unsubscribe: <https://lists.sourceforge.net/lists/listinfo/mason-users>,
	<mailto:mason-users-request at lists.sourceforge.net?subject=unsubscribe>
List-Archive: <http://www.geocrawler.com/redir-sf.php3?list=mason-users>
Date: Tue, 25 Jun 2002 00:39:04 -0500 (CDT)
X-Spam-Status: No, hits=1.1 required=5.0 tests=TO_LOCALPART_EQ_REAL,LINES_OF_YELLING version=2.20
X-Spam-Level: *

This is the announcement of Mason 1.10, a release approximately two years
or so in the month (give or take a few months).

As you might notice from the changelog below, there are a _lot_ of
changes.

Among the highlights are:

- Line numbers reported in errors are now from the component source file,
not the compiled object file.  This makes for _much_ easier debugging.

- New subrequest feature which allows a component to make a component call
that goes through the autohandler and dhandler lookup process again.

- New "components call with content" feature that allows you to pass Mason
source to a component call, like this:

  <& translate, current_lang => $lang &>
   <en>Hi there</en>
   <zh>Ni3 hao3</zh>
   <fr>Bonjour</fr>
  </&>

- Almost every class in Mason in easily replaceable with a customized
subclass.

Check out the new HTML::Mason::Request::WithApacheSession module on CPAN
to see this in action.  It integrates an Apache::Session object into the
Request object ($m->session) and is configurable via a handler.pl or the
httpd.conf file.

- New CGIHandler module to make using Mason as easy with CGI as it is with
mod_perl.

- A new $m->redirect method available when using the ApacheHandler or
CGIHandler modules.


While we've done a lot of testing, and have fixed all the reported bugs
from our two betas, we encourage you to consider this a ".0" release, and
to test it before putting it into production.

Also, please note that there are quite a number of backwards
incompatibilities in this release.  Read the UPGRADE document to see a
list of such imcompatibilities, as well as guidelines for handling them.

Enjoy!


The Mason Team


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

Changes

1.10

This is a big release and there are a number of backwards
incompatibilities with version 1.05 and earlier.  Please make sure to
read the UPGRADE document, which covers these in more detail.

[ ENHANCEMENTS ]

- Mason can always detect when an object file was compiled with an
incompatible compiler/lexer, even if the object file contains syntax
errors.
- Method and subcomponent blocks with no name (<%method>) were caught
as an error, but the error message was very confusing.  This has been
fixed.
- Added HTML::Mason::Subclassing, documentation on subclassing Mason
objects.
- Added documentation on the interaction between <%once> sections and
preloading components.
- Mason automatically calls $m->clear_buffer when $m->decline is
called.

[ BUG FIXES ]

- Fixed a bug in the lexer that made it think it had found a Perl-line
where none existed.
- Fixed a bug related to handling of parameters in httpd.conf files.
This was only noticeable if you attempted to provide a subclass of one
of Mason's classes (like your own Request class) that took its own
parameters.  Mason was not recognizing those additional parameters as
valid.
- Improved line number reporting from earlier releases.  Line numbers
are now reported properly for errors in any type of block.

1.09_02  June 4, 2002

[ INCOMPATIBLE CHANGES ]

- ** The Component class's create_time method has been renamed as
load_time.
- ** Relative component paths in the $interp->exec() method are no
longer resolved.  All component paths must be absolute.  Relative path
resolution was added in 1.09_01 so this change is unlikely to affect
most users.
- ** Removed option to expire a component from the Apache::Status
page.  This option made little sense since components are cached
per-process, and there's no guarantee that any particular process has
cached a given component.  Again, this is a feature added in 1.09_01
so this change should not cause most people any problems.
- ** Renamed CGIHandler's handle_cgi method to handle_comp.
- ** Removed the dev_dirs feature from CGIHandler.
- ** The default component root when not using ApacheHandler or
CGIHandler is now the current working directory at the time the
HTML::Mason::Resolver::File class is loaded.

[ ENHANCEMENTS ]

- All the modules included with Mason are now documented.
- Various pieces of existing documentation have been tweaked and
modified.
- Added handle_cgi_object method to CGIHandler.
- Mason works with the CVS version of mod_perl 2.0 when mod_perl 2.0's
backwards compatibility layer is used.  AFAICT, the CVS version is
close enough to what will be released as 2.0 that few, if any, changes
should be required once 2.0 is out.
- When running Mason with the ApacheHandler or CGIHandler modules, the
Mason request object ($m) now has a "redirect" method, which can be
used to send an HTTP redirect to the client.  L{Request/redirect}

[ BUG FIXES ]

- $m->flush_buffer was sending out '' to the buffer, even if no output
existed.  This caused ApacheHandler to send headers, which broke
redirects, for example.
- Fix broken Apache::Status page  (reported by Thomas A. Lowery).
- The lexing code now handles some weird edge case errors in a better
way.  One of these involved a component starting with a invalid block
name like <%foo>.
- A component that compiles into Perl code that causes syntax errors
seems to trigger a Perl bug when Mason attempts to eval it.  The
symptom is that Mason simply hangs when it tries to eval the
component's object file.  This bug is present in Perls before 5.7.3,
but appears to be fixed in the development branch.  Mason will use
alarm, if supported by the system, to work around this.
- Output from subrequests was appearing _before_ other component
output.  The new default is that this output appears "inline" in the
calling component, which we think is most DWIM-ish.  Alternate
behavior can be achieved by explicitly setting the subrequest's
out_method parameter.
- The $r object provided by CGIHandler.pm was not passing header
values to CGI.pm in a way that CGI.pm liked.  Now we add a '-' to the
front of the header name if necessary, and all headers are canonized
to lower case in order to avoid having duplicates.
- Mason only requires Apache::Request if you have mod_perl installed
already.

1.09_01  April 4, 2002

[ INCOMPATIBLE CHANGES ]

- ** Errors now report line numbers from the component source file.
- ** The Parser class has been removed entirely.  Its functionality
has been split between the Lexer and Compiler objects.  L{Compiler}
- ** The debug file feature has been removed.
- ** The previewer has been removed.
- ** The Interp use_reload_files parameter has been removed.  The new
static_source parameter provides a useful, and conceptually simpler,
replacement.  L{Interp/static_source}
- ** Mason's built in caching now uses Cache::Cache to do all the
heavy lifting.  This means that parameters for both the $m->cache and
$m->cache_self methods have changed.
- ** The ApacheHandler's top_level_predicate parameter has been
removed.
- ** The mc_* commands have been removed entirely.
- ** The Interp's taint_check parameter has been removed.  Mason now
simply determines whether or not it is running in taint mode and acts
appropriately without user intervention.
- ** Mason now uses Apache::Request as its default argument processing
module.  You can explicitly use CGI.pm if you prefer.
- ** The ApacheHandler module no longers accepts parameters when
imported.  Instead, you specify this parameter via the ApacheHandler
constructor.
- ** The ApacheHandler module now requires a minimum of mod_perl 1.22.
- ** The Component's run_count() and first_time() methods have been
removed.
- ** The HTML::Mason::Config module is no longer needed, and is no
longer generated during the installation process.
- ** The Interp's autohandler_name and dhandler_name params no longer take
undef as a valid value.
- ** The Interp's use_autohandlers, use_dhandlers, and
allow_recursive_autohandlers parameters have all been removed.
- ** The $m->top_args and $m->top_comp methods have been renamed to
$m->request_args and $m->request_comp.  The old methods are deprecated
but will work until the 1.20 release.
- ** Passing an Interp object to the ApacheHandler constructor (as in
a handler.pl file) will no longer work unless you set the Interp's
resolver_class parameter to
'HTML::Mason::Resolver::File::ApacheHandler'.  However, you can now
pass Interp constructor params directly to the ApacheHandler
constructor, which will create the interp object internally.
- ** The MasonMultipleConfig httpd.conf parameter has been removed.
Mason can now figure this out by itself.
- ** The HTML::Mason::Interp time() method has gone away.

[ ENHANCEMENTS AND NEW FEATURES ]

- It is now possible to pass chunks of component content as part of a
component call.  L{Devel/Component Calls with Content}
- Mason now supports subrequests via the new $m->subexec and
$m->make_subrequest methods.  L{Devel/Subrequests}
- Mason no longer requires you to specify a component root or data
directory.  The component root now defaults to your document root in a
web context, or your filesystem root in a standalone context.  The
data directory will be a subdirectory of your server root under
mod_perl, and Mason can work without any data directory at all in
other contexts.
- The Resolver class API has been redesigned and is documented for the
first time.
- The installation process will offer to help you setup Mason for use
with mod_perl if it can find your Apache configuration file and it
cannot find an existing Mason configuration.
- The HTML::Mason::Request->instance method is now the officially
supported way of getting at the current request object outside of a
Mason component (suggested by John Siracusa).
- The HTML::Mason::Interp->comp_exists method now checks for a
component's existence without loading the component (suggested by
Randal Schwartz).
- Mason now includes a module called HTML::Mason::CGIHandler, which
greatly simplifies the use of Mason via CGI scripts.
- Mason now uses File::Spec for all filesystem operations.
- All the .pod files have been merged into their corresponding .pm
files, where appropriate.
- Added the Component attr_if_exists method (suggested by Joe
Frisbie).
- We now use the HTML::Entities module's encode function for the 'h'
substitution escape flag.  This module escapes high-ascii characters
properly.
- Calling a method via $m->comp('comp:method') works just like
$comp->call_method('method').  Previously, ???
- When an object contains other objects then the containing object's
constructor accepts parameters intended for the contained objects.
For example, the Interp object contains a Resolver object and Request
objects.  The Interp's new method will accept constructor parameter
for both the Resolver and Request objects.
- The ApacheHandler args_method is now a per-object parameter.
- Mason is now much smarter about recompiling components.  In general,
it can detect if compiler options for a compiled component are
different from the current options, and will recompile the component
if necessary.  The exception to this is that with compiler parameters
which take callbacks (such as preprocess), Mason can only tell if such
a parameter is present, not whether the actual callback has changed.

[ BUG FIXES ]

- The <%args> section can now contain comments which contain the
string '=>' (reported by Chris Hutchinson).
- Fixed the longstanding bug that using print() or $r->print() causes
output/headers to appear out of order.  You can now safely use these,
though we still recommend that you use Mason to send output.
- Filtered output now does appear when $m->abort() used.  However, an
abort inside a component called via $m->scomp() still cause the output
generated by that component to disappear.

[ INTERNALS ]

- Output buffering and filtering is handled by the new
HTML::Mason::Buffer class.
- All fatal errors thrown during component execution are exception
objects in the HTML::Mason::Exception class hierarchy.
- The CGI GET/POST argument processing code has been simplified
(submitted by Ilmari Karonen).
- ApacheHandler now uses a special Resolver subclass to translate URIs
to component paths.
- Parameters passed to "set" accessors are now validated in the same
way as constructor parameters.
- The component requested and the arguments it was passed are now
properties of the Request object.





-------------------------------------------------------
Sponsored by:
ThinkGeek at http://www.ThinkGeek.com/
_______________________________________________
Mason-users mailing list



From garyo at genarts.com  Tue Jun 25 09:40:09 2002
From: garyo at genarts.com (Gary Oberbrunner)
Date: Tue, 25 Jun 2002 09:40:09 -0400
Subject: [rt-users] Opening ticket with specific originator, state, etc. via email
References: <20020625064503.897D0DDD4@pallas.eruditorum.org>
Message-ID: <3D1872B9.9000706@genarts.com>

We're using RT 2.0.13 here on Linux, and it's working great.  We want to 
use RT in a mode where we send all the emails into RT, not the customers 
directly.  I'd like a way, if it's possible, to send an email into RT 
with some special tags in the body (or maybe headers, but that's harder 
to do with most MUAs) that indicate which queue to go into, what the 
initial state should be, and especially who the originator should be. 
Currently I have to edit every single ticket after I send it in to 
change the originator to the person who sent the email to me, and fill 
in the state, keywords, and so on.

Is there a way to do this?

Thanks,

-- Gary Oberbrunner




From vince at confidentialconnections.com  Tue Jun 25 09:49:57 2002
From: vince at confidentialconnections.com (vince)
Date: Tue, 25 Jun 2002 16:49:57 +0300
Subject: [rt-users] Can't setuid error!
Message-ID: <02ad01c21c4f$33ae99f0$0417a8c0@vince>

Hi All,

Can anybody help me. I installed rt by instructions on site. I use sendmail and made pipe in alias. But when I send mail to this address server return to me such message.
----------------------------- cut here --------------------------------

The original message was received at Tue, 25 Jun 2002 09:46:21 -0400 (EDT)
from cc11.kh-online.kharkov.org [217.12.193.156]

   ----- The following addresses had permanent fatal errors -----
"|/var/web/rt/bin/rt-mailgate --queue support --action correspond"
    (reason: 255)
    (expanded from: <support at confidentialconnections.com>)

   ----- Transcript of session follows -----
Can't do setuid
554 5.3.0 "|/var/web/rt/bin/rt-mailgate --queue support --action correspond"... unknown mailer error 255


----------------------------- cut here --------------------------------

Thanks for help!

----------------------------------------------------------------
Best regards, vince
Web Control
www.confidentialconnections.com 
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From bruce_campbell at ripe.net  Tue Jun 25 10:40:42 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 25 Jun 2002 16:40:42 +0200 (CEST)
Subject: [rt-users] Can't setuid error!
In-Reply-To: <02ad01c21c4f$33ae99f0$0417a8c0@vince>
Message-ID: <Pine.LNX.4.44.0206251639480.12240-100000@x22.ripe.net>

On Tue, 25 Jun 2002, vince wrote:

> Can anybody help me. I installed rt by instructions on site. I use

>    ----- Transcript of session follows -----
> Can't do setuid
> 554 5.3.0 "|/var/web/rt/bin/rt-mailgate --queue support --action correspond"... unknown mailer error 255

RT/FM gives the following:

	http://www.fsck.com/rtfm/factoid.html?id=46

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




From dan at tellurian.com.au  Tue Jun 25 11:17:29 2002
From: dan at tellurian.com.au (Dan Shearer)
Date: Wed, 26 Jun 2002 00:47:29 +0930 (CST)
Subject: [rt-users] Can't setuid error!
In-Reply-To: <Pine.LNX.4.44.0206251639480.12240-100000@x22.ripe.net>
Message-ID: <Pine.LNX.4.21.0206260046060.1086-100000@calulu.shearer.org>

On Tue, 25 Jun 2002, Bruce Campbell wrote:

> On Tue, 25 Jun 2002, vince wrote:
> 
> > Can anybody help me. I installed rt by instructions on site. I use
> 
> >    ----- Transcript of session follows -----
> > Can't do setuid
> > 554 5.3.0 "|/var/web/rt/bin/rt-mailgate --queue support --action correspond"... unknown mailer error 255
> 
> RT/FM gives the following:
> 
> 	http://www.fsck.com/rtfm/factoid.html?id=46

That article is about where RT looks for the setuid version of perl. You
might not have this package, in which case see
http://www.fsck.com/rtfm/article.html?id=1#92 .

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




From michaelm at kw.com  Tue Jun 25 12:46:41 2002
From: michaelm at kw.com (Michael Marziani)
Date: Tue, 25 Jun 2002 12:46:41 -0400
Subject: [rt-users] RT Stats error?
Message-ID: <AFE0EF96DE9ADE4EB4A7BF95FDF6206803BFB986@mi8nycmail05.mi8.com>

RT Statistics seems a little buggy especially when dealing with days
that have no data..  If I display the previous 6 days (without
weekeneds) I get this:

Number of Tickets Handled in helpdesk Per Day 
Dates  resolved  created  killed  
Mon 17  4  10  0  
Tue 18  4  6  0  
Wed 19  12  5  0  
Thu 20  13  15  1  
Fri 21  10  9  0  
Mon 24  3  3  0  

Now if I do the same thing (with weekends):

Number of Tickets Handled in helpdesk Per Day 
Dates  resolved  created  killed  
Wed 19  12  5  0  
Thu 20  13  15  1  
Fri 21  0  0  0  
Sat 22  0  0  0  
Sun 23  10  9  0  
Mon 24  3  3  0  

Any ideas why these numbers don't line up starting on Friday?

-Michael

____________________________
Michael D. Marziani
Sr. Systems Administrator
Keller Williams Realty Int'l



From ramassa at ucdavis.edu  Tue Jun 25 14:16:44 2002
From: ramassa at ucdavis.edu (Richard Massa)
Date: Tue, 25 Jun 2002 11:16:44 -0700
Subject: [rt-users] Opening ticket with specific originator, state, etc. via email
In-Reply-To: <3D1872B9.9000706@genarts.com>
References: <20020625064503.897D0DDD4@pallas.eruditorum.org> <3D1872B9.9000706@genarts.com>
Message-ID: <20020625181644.GC22883@odinseye.ucdavis.edu>

I do this all of the time.  I use the "bounce" feature of mutt (my MUA) to 
forward the email to the respective queue.  You could always write a simple 
script that will take the email and change the to: header to queuename at address.
Make sure to ignore all the cc headers as well or you might accidentally spam a
bunch of people. (I've done that)

Thanks
Richard

On Tue, Jun 25, 2002 at 09:40:09AM -0400, Gary Oberbrunner wrote:
> We're using RT 2.0.13 here on Linux, and it's working great.  We want to 
> use RT in a mode where we send all the emails into RT, not the customers 
> directly.  I'd like a way, if it's possible, to send an email into RT 
> with some special tags in the body (or maybe headers, but that's harder 
> to do with most MUAs) that indicate which queue to go into, what the 
> initial state should be, and especially who the originator should be. 
> Currently I have to edit every single ticket after I send it in to 
> change the originator to the person who sent the email to me, and fill 
> in the state, keywords, and so on.
> 
> Is there a way to do this?
> 
> Thanks,
> 
> -- Gary Oberbrunner
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
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From rt at fsckit.net  Tue Jun 25 15:18:25 2002
From: rt at fsckit.net (Tabor J. Wells)
Date: Tue, 25 Jun 2002 15:18:25 -0400
Subject: [rt-users] RT, Stats, Graphs, and FastCGI
Message-ID: <20020625191824.GA20430@fsckit.net>

So I just installed the stats add on on my 2.0.13 system running with
FastCGI. After some tweaking I got it up and running, however the graphs
won't display. That's fine, I realize I need to get Apache::GD::Graph
working with FastCGI. However I haven't been able to find any examples of
how to do this. The various hits I've seen in the archives all refer to
doing this with <Location /rt/chart> or wherever and using PerlHandler.

Has anyone gotten the graphics to display properly using FastCGI? Any
suggestions or snippets of conf files to point me in the right direction
would be greatly appreciated.

Thanks,

Tabor
-- 
--------------------------------------------------------------------
Tabor J. Wells                                         rt at fsckit.net
Fsck It!                 Just another victim of the ambient morality



From subscriptions at graphon.com  Tue Jun 25 17:12:30 2002
From: subscriptions at graphon.com (Nate Amsden)
Date: Tue, 25 Jun 2002 14:12:30 -0700
Subject: [rt-users] RT Performance, Hardware
References: <011601c219da$bde101c0$fe02a8c0@daniel> <3D16D28C.DDF7A27A@fun.de> <005201c21b5b$ad8343b0$4d02a8c0@manfredtest>
Message-ID: <3D18DCBE.22ECB185@graphon.com>

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



From rmitzel at peer1.net  Tue Jun 25 19:12:09 2002
From: rmitzel at peer1.net (Rob Mitzel)
Date: Tue, 25 Jun 2002 16:12:09 -0700
Subject: [rt-users] Weird problem with exim and rt with double headers
In-Reply-To: <5.1.0.14.2.20020621191341.046daa40@pop.qut.edu.au>
Message-ID: <DKEPICGGEGFEBGNMNBHPOENOCEAA.rmitzel@peer1.net>

Hi Tony,

Wow!  That totally did the trick!  Thanks for your help! :)

(I cc'd this to the list so that everyone could see the absolutely correct
answer.)

-Rob.


> -----Original Message-----
> From: Tony Smith [mailto:a.smith at qut.edu.au]
> Sent: June 21, 2002 2:15 AM
> To: Rob Mitzel
> Subject: Re: [rt-users] Weird problem with exim and rt with double
> headers
>
>
> After having a look at some recent emails on double emails we gave the
> sendmailpipe aspect a shot and it worked!!
>
> We set the $Mailcommand variable in config.pm to sendmailpipe rather than
> sendmail and the double headers stopped.
>
> I read somewhere something about RFC headers and sendmail headers and I
> thought that maybe we were getting both(???). Sorry I have looked for the
> reference again for our own staff and I can't find it!!
>
> Anyway hope this is of some small help!!
>
> TonyS
>
> At 02:02 PM 20/06/2002 -0700, you wrote:
> >Hi gang,
> >
> >I just noticed something really odd on our RT system.  Whenever it sends
> >out an email, in the headers, it shows every header twice.  It doesn't
> >do this from exim alone, only RT does this.
> >
> >Anyone have any quick ideas off the top of their heads?  It's rt-2.0.13,
> >freebsd 4.5, exim 3.36.
> >
> >Thanks in advance.
> >
> >-Rob.
> >
> >
> >
> >_______________________________________________
> >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 EstebanC at medikredit.co.za  Wed Jun 26 03:52:20 2002
From: EstebanC at medikredit.co.za (Esteban Cabero)
Date: Wed, 26 Jun 2002 09:52:20 +0200
Subject: [rt-users] RT, Stats, Graphs, and FastCGI
Message-ID: <6EF383DE19D0324DA32C9A6AEE7089A421828E@medimail01.medikredit.co.za>

Hello Tabor.

I wonder if you could please point me to the FAQ or RTFM of the said subject,
as this would be marvellous to wield.
We are using/running:
R.T. Version 2.0.13
Dual P-II 350
128MB of Ram
RedHat Linux version 7.2
Running the 2.4.7-10smp(symmetric multiprocessing) Kernel
MySQL version - 3.23.48

Thanks in advance for any help!

Best Regards
Esteban Cabero




From rt at fsckit.net  Wed Jun 26 12:11:11 2002
From: rt at fsckit.net (Tabor J. Wells)
Date: Wed, 26 Jun 2002 12:11:11 -0400
Subject: [rt-users] RT, Stats, Graphs, and FastCGI
In-Reply-To: <6EF383DE19D0324DA32C9A6AEE7089A421828E@medimail01.medikredit.co.za>
References: <6EF383DE19D0324DA32C9A6AEE7089A421828E@medimail01.medikredit.co.za>
Message-ID: <20020626161110.GC29129@fsckit.net>

On Wed, Jun 26, 2002 at 09:52:20AM +0200,
Esteban Cabero <EstebanC at medikredit.co.za> is thought to have said:

> I wonder if you could please point me to the FAQ or RTFM of the said subject,
> as this would be marvellous to wield.
> We are using/running:
> R.T. Version 2.0.13
> Dual P-II 350
> 128MB of Ram
> RedHat Linux version 7.2
> Running the 2.4.7-10smp(symmetric multiprocessing) Kernel
> MySQL version - 3.23.48
> 
> Thanks in advance for any help!

Umm, I'm not sure I understand what you're asking. If I knew the answer to 
my original question, I wouldn't have posted asking for help.

-- 
--------------------------------------------------------------------
Tabor J. Wells                                         rt at fsckit.net
Fsck It!                 Just another victim of the ambient morality



From stephan.pietzko at uni-konstanz.de  Wed Jun 26 13:08:22 2002
From: stephan.pietzko at uni-konstanz.de (Stephan Pietzko)
Date: Wed, 26 Jun 2002 19:08:22 +0200
Subject: [rt-users] Mail Encoding Problem
Message-ID: <52039BE8-8927-11D6-BD29-003065C7E1B0@uni-konstanz.de>

Hi all,

we are using rt-2.0.13 on a OpenBSD machine with sendmail.

Till now we are satisfied with this TT-System, except with the mail
encoding in outgoing mails. We are in germany and we have some special
characters (i.e. ???? <html>&auml;&ouml;&uuml;&szlig;</html>). And 
any
text send via mail to RT or typed in in the webinterface gets corrupt
when mailed from RT.

I think the problem is the "Content-Type:"-line in the mailheader.
RT uses only "Content-Type: TEXT/PLAIN"
but it should be
"Content-Type: text/plain; charset=iso-8859-1"

Is it possible to add this charset to outgoing mails?

tnx Pitz




From rlpowell at digitalkingdom.org  Wed Jun 26 13:19:14 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Wed, 26 Jun 2002 10:19:14 -0700
Subject: [rt-users] RT Performance, Hardware
In-Reply-To: <3D18DCBE.22ECB185@graphon.com>
References: <011601c219da$bde101c0$fe02a8c0@daniel> <3D16D28C.DDF7A27A@fun.de> <005201c21b5b$ad8343b0$4d02a8c0@manfredtest> <3D18DCBE.22ECB185@graphon.com>
Message-ID: <20020626171914.GC9591@chain.digitalkingdom.org>

On Tue, Jun 25, 2002 at 02:12:30PM -0700, Nate Amsden wrote:
> 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 ?

That seems unlikely.

-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 cwfox at fujitsu.com  Wed Jun 26 13:50:33 2002
From: cwfox at fujitsu.com (Camron W. Fox)
Date: Wed, 26 Jun 2002 07:50:33 -1000
Subject: [rt-users] Cannot Grasp Template Language...
Message-ID: <KNEOICNGFPAFJMEMGEIBEEPEIMAA.cwfox@fujitsu.com>

Alle,

	I have been trying to create a template for changing Queues but obviously I
have missed the point. Can someone edumacate me on what I am doing wrong?

Template follows:

Subject: Queue Changed to: {$Transaction->Queue}


{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

{$Transaction->Content()}

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 amogh at hyd.hellosoft.com  Thu Jun 27 12:06:39 2002
From: amogh at hyd.hellosoft.com (amogh joglekar)
Date: Thu, 27 Jun 2002 09:06:39 -0700
Subject: [rt-users] (no subject)
Message-ID: <002301c21df4$a24f31c0$3f02a8c0@amogh>


``When the code and the comments disagree, both are probably wrong.'' -- Norm Schryer
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From pdh at snapgear.com  Thu Jun 27 02:36:38 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 27 Jun 2002 16:36:38 +1000
Subject: [rt-users] Re: [rt-devel] webmux error on Httpd start
In-Reply-To: <F73B91BED37FD5119F970008C7CF50FC0B5545C7@skylark.mail.ukans.edu>
References: <F73B91BED37FD5119F970008C7CF50FC0B5545C7@skylark.mail.ukans.edu>
Message-ID: <20020627063638.GI387@luggage>

[This is off-topic for rt-devel; further discussion to rt-users please...]

Perry, Jeff wrote:
> Starting httpd: Variable "$m" is not imported at
> /usr/local/rt2/bin/webmux.pl line 94.
> [Wed Jun 26 14:00:35 2002] [error] Global symbol "$m" requires explicit
> package name at /usr/local/rt2/bin/webmux.pl line 94.
> Compilation failed in require at (eval 5) line 1.

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



From rainer at ultra-secure.de  Thu Jun 27 07:00:45 2002
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Thu, 27 Jun 2002 11:00:45 +0000
Subject: [rt-users] Cannot create users (or groups)
Message-ID: <20020627110045.56660.qmail@bsd.ultra-secure.de>

Hi, 

when I try to create a user or a group (or change anything in their 
priviledges, settings), I get an error-message like this in /tmp/rt.log:
WebRT: Couldn't load queue '' ()WebRT: Could not load group ()WebRT: Could 
not load group ()WebRT: Couldn't load user '' ()WebRT: Couldn't load user '' 
()
(This is from me trying multiple times). 

I also had trouble logging in, but I solved that by changing "POST" to GET 
in WebRT/HTML/Elements/Login. 

I'm using 2.0.13 on a heavily modified SuSE 7.2 (perl 5.6.1 et.al). 

What is the preferred platform for RT anyway ? 

I normally use FreeBSD, but RT would need heavy modifications in the 
integrated PERL, so I decided to wait until 5.0 is out and PERL is moved out 
of the base-system... 


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 sebastian at flothow.de  Thu Jun 27 07:11:37 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Thu, 27 Jun 2002 13:11:37 +0200
Subject: [rt-users] Mail Encoding Problem
In-Reply-To: <52039BE8-8927-11D6-BD29-003065C7E1B0@uni-konstanz.de>
Message-ID: <A5BA97FC-89BE-11D6-B0E5-000393B2BB20@flothow.de>

> I think the problem is the "Content-Type:"-line in the mailheader.
> RT uses only "Content-Type: TEXT/PLAIN"
> but it should be
> "Content-Type: text/plain; charset=iso-8859-1"
>
> Is it possible to add this charset to outgoing mails?

Just put

Content-Type: text/plain; charset="iso-8859-1"

at the beginning of your templates.


Sebastian

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




From bradyn at maths.tcd.ie  Thu Jun 27 07:41:14 2002
From: bradyn at maths.tcd.ie (Niall Brady)
Date: Thu, 27 Jun 2002 12:41:14 +0100
Subject: [rt-users] Cannot create users (or groups) 
In-Reply-To: Your message of "Thu, 27 Jun 2002 11:00:45 -0000."
             <20020627110045.56660.qmail@bsd.ultra-secure.de> 
Message-ID: <200206271241.aa57982@salmon.maths.tcd.ie>

On Thu, 27 Jun 2002 11:00:45 -0000, Rainer Duffner said:
>
>I normally use FreeBSD, but RT would need heavy modifications in the 
>integrated PERL, so I decided to wait until 5.0 is out and PERL is moved out 
>of the base-system... 

Not sure where you're getting that idea from, but I've had it working
fine since 4.4-STABLE!  No changes will be necessary...

-- 
	Niall



From djsilva at refertelecom.pt  Thu Jun 27 08:41:38 2002
From: djsilva at refertelecom.pt (=?iso-8859-1?Q?=22SILVA=2C_Diogo_Jer=F3nimo=22?=)
Date: Thu, 27 Jun 2002 13:41:38 +0100
Subject: [rt-users] (no subject)
Message-ID: <980DA8B6DD351B43B03F93B6193CDCA06A82A6@rtsvr1.refertelecom.pt>

I'm a newbie at rt2 and i'm having a problem with the timezone of my tt's.
My system timezone is correct (WEST) but my web interface returns another
timezone with 5 hours earlyer. How or where can i change it?

Can anyone help me?

thanks in advance,
--
Diogo Jer?nimo da Silva
Refer Telecom, SA - Rede de Dados
mailto: djsilva at refertelecom.pt Telm + 351 91 8912053




From matt at winweb.net  Thu Jun 27 09:03:27 2002
From: matt at winweb.net (Matthew 'Chewy' Trewhella)
Date: Thu, 27 Jun 2002 14:03:27 +0100
Subject: [rt-users] Dates
Message-ID: <061701c21ddb$07c06d90$0b00000a@goose>

Date::Parse is a little weak at recognising European dates:

I include this code in lib/Date.pm and it seems to work ok:

    elsif ($args{'Format'} =~ /^unknown$/i) {
        require Date::Parse;
        require POSIX;
        #Convert it to an ISO format string

        my $date = Date::Parse::str2time($args{'Value'});

#### New from here
        # Major bug in that it doesn't recognise European Dates. Perhaps a
new version of Date::Parse works better? Slow connection, so no time to find
out.
        # if date is still undef, assume format mm/dd/yy[yy]
        if($date eq undef) {
          my ($chewy_d, $chewy_m, $chewy_y);
          ($chewy_d, $chewy_m, $chewy_y) = split(/\//, $args{'Value'});
          $chewy_y = int($chewy_y);
          $chewy_m = int($chewy_m);
          $chewy_d = int($chewy_d);
          if($chewy_y > 2000) { $chewy_y -= 1900; }
          elsif($chewy_y < 100) { $chewy_y += 100 };
          $date = POSIX::mktime(0, 0, 17, $chewy_d, ($chewy_m - 1),
$chewy_y);
          $RT::Logger->debug("RT::Date used Chewy's mechanism to make
($chewy_d, $chewy_m, $chewy_y) ". $args{'Value'} . " $date\n");
        }
#### To here

        #This date has now been set to a date in the _local_ timezone.
        #since ISO dates are known to be in GMT (for RT's purposes);

        $RT::Logger->debug("RT::Date used date::parse to make
".$args{'Value'} . " $date\n");

______________
Ecce Potestas Casei




From hwagener at hamburg.fcb.com  Thu Jun 27 15:04:41 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 27 Jun 2002 21:04:41 +0200
Subject: [rt-users] (no subject)
References: <980DA8B6DD351B43B03F93B6193CDCA06A82A6@rtsvr1.refertelecom.pt>
Message-ID: <3D1B61C9.5030009@hamburg.fcb.com>

SILVA, Diogo Jer?nimo wrote:
> I'm a newbie at rt2 and i'm having a problem with the timezone of my tt's.
> My system timezone is correct (WEST) but my web interface returns another
> timezone with 5 hours earlyer. How or where can i change it?
> 
> Can anyone help me?

You have to set the TZ in Your config.pm as well. don't forget to stop and 
start apache afterwards (a restart won't suffice).

Regards,
	Harald


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




From sigl at mpe.mpg.de  Thu Jun 27 09:04:02 2002
From: sigl at mpe.mpg.de (Rainer Sigl)
Date: Thu, 27 Jun 2002 15:04:02 +0200
Subject: [rt-users] * User could not be created: Email address in use
Message-ID: <200206271307.PAA02301@mpehp1.mpe-garching.mpg.de>

HI,
on my rt 2.0.14 I let the user create a ticket with his email address. The
ticket ist already resolved and now I want make a userid for this person
as a stuff member. Then I get the error message "     * User could not be 
created: Email address in use"
Has anybody an idea solve the problem?
Regars
Rainer



From matt at winweb.net  Thu Jun 27 09:10:10 2002
From: matt at winweb.net (Matthew 'Chewy' Trewhella)
Date: Thu, 27 Jun 2002 14:10:10 +0100
Subject: [rt-users] Digest.
Message-ID: <062701c21ddb$f878b9e0$0b00000a@goose>

I'm trying to make RT mail out a digest to list watchers every evening,
rather than dump a load of email on them.
It's pretty easy to do, assuming I create and maintain a list of who is
AdminCC on which list.
As far as I can tell, the rt command line tool doesn't have a way of
querying this in the summary.
You can update it, but can't actually query it as far as I can tell.
Therefore I ask one of two things.
1) Is there an existing digest module that I can, uhhh, liberate ;)
2) Is there a way of querying queue watchers from the command line?

Ta

______________
Ecce Potestas Casei




From sebastian at flothow.de  Thu Jun 27 08:41:48 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Thu, 27 Jun 2002 14:41:48 +0200
Subject: [rt-users] Cannot create users (or groups)
In-Reply-To: <20020627110045.56660.qmail@bsd.ultra-secure.de>
Message-ID: <3F216AD2-89CB-11D6-B182-000393B2BB20@flothow.de>

> I also had trouble logging in, but I solved that by changing "POST" to 
> GET in WebRT/HTML/Elements/Login.

This is probably a bad idea since it makes the username and password 
part of the URL, so it will appear in the browser screen (-> 'shoulder 
surfing'), the server log and, unless you use HTTPS, the logs of any 
proxies.


Sebastian

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




From bruce_campbell at ripe.net  Thu Jun 27 09:26:14 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 27 Jun 2002 15:26:14 +0200 (CEST)
Subject: [rt-users] * User could not be created: Email address in use
In-Reply-To: <200206271307.PAA02301@mpehp1.mpe-garching.mpg.de>
Message-ID: <Pine.LNX.4.44.0206271523310.15400-100000@x22.ripe.net>

On Thu, 27 Jun 2002, Rainer Sigl wrote:

> on my rt 2.0.14 I let the user create a ticket with his email address. The
> ticket ist already resolved and now I want make a userid for this person
> as a stuff member. Then I get the error message "     * User could not be
> created: Email address in use"
> Has anybody an idea solve the problem?

In Configuration -> Users, first search for their existing user by email
address, then apply your changes to that user.  No need to create the
user, just modify the existing one.

( Hooray, my vehicle is *finally* legal, only 6 months after it arrived
  here; now to find some hills in this country )

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




From rainer at ultra-secure.de  Thu Jun 27 09:55:21 2002
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Thu, 27 Jun 2002 13:55:21 +0000
Subject: [rt-users] Re: Cannot create users (or groups)
In-Reply-To: <200206271241.aa57982@salmon.maths.tcd.ie> 
References: <200206271241.aa57982@salmon.maths.tcd.ie>
Message-ID: <20020627135521.57723.qmail@bsd.ultra-secure.de>

Niall Brady writes: 

> On Thu, 27 Jun 2002 11:00:45 -0000, Rainer Duffner said:
>>
>>I normally use FreeBSD, but RT would need heavy modifications in the 
>>integrated PERL, so I decided to wait until 5.0 is out and PERL is moved 
>>out of the base-system... 
> 
> Not sure where you're getting that idea from, but I've had it working
> fine since 4.4-STABLE!  No changes will be necessary...

I tried it and some of the PERL-modules in the base-system were too old. 

What do you do ? Overwrite the base-system or install the perl 5.6 port ?
(Incidentially, this is also what I had to do on SuSE in the end...) 

I fear that when I overwrite the base-system, the next make world will 
totally hose RT.
And I've never dealt with the PERL 5.6-port. 

 

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 rainer at ultra-secure.de  Thu Jun 27 10:01:38 2002
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Thu, 27 Jun 2002 14:01:38 +0000
Subject: [rt-users] Re: Cannot create users (or groups)
In-Reply-To: <3F216AD2-89CB-11D6-B182-000393B2BB20@flothow.de> 
References: <3F216AD2-89CB-11D6-B182-000393B2BB20@flothow.de>
Message-ID: <20020627140138.57776.qmail@bsd.ultra-secure.de>

Sebastian Flothow writes: 

> 
>> I also had trouble logging in, but I solved that by changing "POST" to 
>> GET in WebRT/HTML/Elements/Login.
> 
> This is probably a bad idea since it makes the username and password part 
> of the URL, so it will appear in the browser screen (-> 'shoulder 
> surfing'), the server log and, unless you use HTTPS, the logs of any 
> proxies.
 

Yes.
I know.
All agreed. Currently it only runs in a VMware anyway. 

But that hardly answers my original question ;-) 


Is there a way to generate more debug-information ? 

 

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 matt at winweb.net  Thu Jun 27 10:07:30 2002
From: matt at winweb.net (Matthew 'Chewy' Trewhella)
Date: Thu, 27 Jun 2002 15:07:30 +0100
Subject: [rt-users] Re: Cannot create users (or groups)
References: <3F216AD2-89CB-11D6-B182-000393B2BB20@flothow.de> <20020627140138.57776.qmail@bsd.ultra-secure.de>
Message-ID: <073a01c21de3$fa752c80$0b00000a@goose>

> Is there a way to generate more debug-information ?

Change the log line in config.pm to read 'debug' rather than error.
Either to logfile, or to screen, depending on what stage of development
you're at.
Don't forget to kickstart apache afterwards.





From darren at boston.com  Thu Jun 27 10:33:41 2002
From: darren at boston.com (darren chamberlain)
Date: Thu, 27 Jun 2002 10:33:41 -0400
Subject: [rt-users] Re: Cannot create users (or groups)
In-Reply-To: <20020627135521.57723.qmail@bsd.ultra-secure.de>
References: <200206271241.aa57982@salmon.maths.tcd.ie> <20020627135521.57723.qmail@bsd.ultra-secure.de>
Message-ID: <20020627143341.GG17867@boston.com>

* Rainer Duffner <rainer at ultra-secure.de> [2002-06-27 09:59]:
> Niall Brady writes: 
> >On Thu, 27 Jun 2002 11:00:45 -0000, Rainer Duffner said:
> > > I normally use FreeBSD, but RT would need heavy modifications in
> > > the integrated PERL, so I decided to wait until 5.0 is out and
> > > PERL is moved out of the base-system... 
> >
> > Not sure where you're getting that idea from, but I've had it
> > working fine since 4.4-STABLE!  No changes will be necessary...
> 
> I tried it and some of the PERL-modules in the base-system were too
> old. 
> 
> What do you do ? Overwrite the base-system or install the perl 5.6
> port ?  (Incidentially, this is also what I had to do on SuSE in the
> end...) 

Install the new perl in a different place, rather than clobber the perl
that comes with the system.

(darren)

-- 
If you think you know what the hell is going on you're probably
full of shit.
    -- Robert Anton Wilson



From CCapone at consultdove.com  Thu Jun 27 11:30:19 2002
From: CCapone at consultdove.com (Cory Capone)
Date: Thu, 27 Jun 2002 11:30:19 -0400
Subject: [rt-users] Mail setup problems
Message-ID: <6044748DB501154CA7821B832E2238B91BE9A2@mail.doveassoc.com>

I have the web interface up and running without (too many) problems.
However, I am getting stuck on the mail setup, as I see many users have before me (after scouring the mailing list).
I have followed the directions as best I can for the Red Hat Setup, yet I still am having issues.

The machine's name is "it-dove.com"
and I can send mail to root at it-dove.com just fine.
the queue name is HelpDesk
and my aliases are set up as follows:

support: "|/opt/rt2/bin/rt-mailgate --queue HelpDesk --action correspond"
support-comment: "|/opt/rt2/bin/rt-mailgate --queue HelpDesk --action comment"

After trying to send an email to support at it-dove.com, nothing happens and I get the following in the sendmail log:
Jun 27 10:03:57 it-dove sendmail[2339]: g5RE3vr02339: from=<CCapone at consultdove.com>, size=633, class=0, nrcpts=1, msgid=<6044748DB501154CA7821B832E2238B94A8289 at mail.doveassoc.com>, proto=ESMTP, daemon=Daemon0, relay=mail.doveassoc.com [10.1.0.222] 
Jun 27 10:03:59 it-dove sendmail[2340]: g5RE3vr02339: to="|/opt/rt2/bin/rt-mailgate --queue HelpDesk --action correspond", ctladdr=<support at it-dove.com> (8/0), delay=00:00:02, xdelay=00:00:02, mailer=prog, pri=30105, dsn=5.3.0, stat=unknown mailer error 2 
Jun 27 10:03:59 it-dove sendmail[2340]: g5RE3vr02339: g5RE3xr02340: DSN: unknown mailer error 2 
Jun 27 10:03:59 it-dove sendmail[2340]: g5RE3xr02340: to=<CCapone at consultdove.com>, delay=00:00:00, xdelay=00:00:00, mailer=esmtp, pri=30205, relay=jeeves.doveassoc.com. [10.1.0.216], dsn=2.0.0, stat=Sent ( <200206271403.g5RE3xr02340 at it-dove.com> Queued mail for delivery)

(mail.doveassoc.com is our mail server, jeeves.doveassoc.com is another server, I'm not sure why anything is/isn't going there)
So it seems like the mail gets to the Linux box okay (from a windows machine), but that sendmail gets messed up with the incoming message.
I am not an expert in Linux by any means, and I did read all the of the FAQ and install stuff.  Restarting the webserver, sendmail, and the whole machine haven't seemed to help.
Any help would be greatly appreciated!

<Cory Capone>
Dove Consulting - IT
ccapone at consultdove.com
(617)753-9259




From sjsobol at JustThe.net  Thu Jun 27 12:27:51 2002
From: sjsobol at JustThe.net (Steven J. Sobol)
Date: Thu, 27 Jun 2002 12:27:51 -0400 (EDT)
Subject: [rt-users] RT 2.0.13 bug? Anyone can *update* a ticket
Message-ID: <Pine.LNX.4.41.0206271224480.6507-100000@amethyst.nstc.com>

Hello,

I'm using 2.0.13. I have one of my queues gatewayed to an e-mail address.
I have group rights set as follows: Everyone - CreateTicket, Requestor -
CommentOnTIcket, ReplyToTicket, ShowTicket, Watch.

I created a ticket via e-mail and then sent and update in from an e-mail
address that belongs neither to the requestor nor any of the watchers. It
got posted. Should that be happening? (In my opinion, if you didn't 
request a ticket and you're not a watcher/adminCC/CC, you shouldn't be
able to reply to it.)

Thanks :)

-- 
Steve Sobol, CTO  JustThe.net LLC, Mentor On The Lake, OH  888.480.4NET
- I do my best work with one of my cockatiels sitting on each shoulder -
6/4/02:A USA TODAY poll found that 80% of Catholics advocated a zero-tolerance 
stance towards abusive priests. The fact that 20% didn't, scares me...





From khera at kcilink.com  Thu Jun 27 12:33:08 2002
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 27 Jun 2002 12:33:08 -0400
Subject: [rt-users] RT 2.0.13 bug? Anyone can *update* a ticket
In-Reply-To: <Pine.LNX.4.41.0206271224480.6507-100000@amethyst.nstc.com>
References: <Pine.LNX.4.41.0206271224480.6507-100000@amethyst.nstc.com>
Message-ID: <15643.15940.408302.918935@onceler.kciLink.com>

>>>>> "SJS" == Steven J Sobol <sjsobol at JustThe.net> writes:

SJS> I have group rights set as follows: Everyone - CreateTicket, Requestor -
SJS> CommentOnTIcket, ReplyToTicket, ShowTicket, Watch.

SJS> I created a ticket via e-mail and then sent and update in from an e-mail
SJS> address that belongs neither to the requestor nor any of the watchers. It
SJS> got posted. Should that be happening? (In my opinion, if you didn't 
SJS> request a ticket and you're not a watcher/adminCC/CC, you shouldn't be
SJS> able to reply to it.)

Then don't give "everyone" the right to reply to a ticket.  Give it
only to the requestor and admins/owners.



From sjsobol at JustThe.net  Thu Jun 27 12:42:15 2002
From: sjsobol at JustThe.net (Steven J. Sobol)
Date: Thu, 27 Jun 2002 12:42:15 -0400 (EDT)
Subject: [rt-users] RT 2.0.13 bug? Anyone can *update* a ticket
In-Reply-To: <15643.15940.408302.918935@onceler.kciLink.com>
Message-ID: <Pine.LNX.4.41.0206271241160.7797-100000@amethyst.nstc.com>

On Thu, 27 Jun 2002, Vivek Khera wrote:

> Then don't give "everyone" the right to reply to a ticket.  Give it
> only to the requestor and admins/owners.

"Everyone" only has the right to *create* a ticket.

And sjsobol at nacs.net, the e-mail account that sent the reply, doesn't have 
a user account in this particular copy of RT, and even if it did, I don't 
assign per-user rights anyhow, just group rights.

-- 
Steve Sobol, CTO  JustThe.net LLC, Mentor On The Lake, OH  888.480.4NET
- I do my best work with one of my cockatiels sitting on each shoulder -
6/4/02:A USA TODAY poll found that 80% of Catholics advocated a zero-tolerance 
stance towards abusive priests. The fact that 20% didn't, scares me...





From bgeraldo at sockeye.com  Thu Jun 27 13:13:50 2002
From: bgeraldo at sockeye.com (Bolivar Geraldo)
Date: Thu, 27 Jun 2002 13:13:50 -0400
Subject: [rt-users] My RT acting up
Message-ID: <3D1B47CE.F768FECC@sockeye.com>

I'm running RT 2.0.13.  All of a sudden I cannot see any of the Comments
associated with ANY tickets.  I also can't access any user information
when I go to the "Configuration" section.  There have been no
configuration changes.  I have restarted apache and mysql several times
already to no avail.  Anyone ever seen this behavior?

Bolivar

--
Bolivar Geraldo (Junior)
NOC Analyst


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From matt at winweb.net  Thu Jun 27 13:37:44 2002
From: matt at winweb.net (Matthew 'Chewy' Trewhella)
Date: Thu, 27 Jun 2002 18:37:44 +0100
Subject: [rt-users] Mail setup problems
References: <6044748DB501154CA7821B832E2238B91BE9A2@mail.doveassoc.com>
Message-ID: <078701c21e01$593cc2b0$0b00000a@goose>

> The machine's name is "it-dove.com"
> and I can send mail to root at it-dove.com just fine.
> the queue name is HelpDesk
> and my aliases are set up as follows:
>
> support: "|/opt/rt2/bin/rt-mailgate --queue HelpDesk --action correspond"
> support-comment: "|/opt/rt2/bin/rt-mailgate --queue HelpDesk --action
comment"
>
> After trying to send an email to support at it-dove.com, nothing happens and
I get the following in the sendmail log:
> Jun 27 10:03:57 it-dove sendmail[2339]: g5RE3vr02339:
from=<CCapone at consultdove.com>, size=633, class=0, nrcpts=1,
msgid=<6044748DB501154CA7821B832E2238B94A8289 at mail.doveassoc.com>,
proto=ESMTP, daemon=Daemon0, relay=mail.doveassoc.com [10.1.0.222]
> Jun 27 10:03:59 it-dove sendmail[2340]: g5RE3vr02339:
to="|/opt/rt2/bin/rt-mailgate --queue HelpDesk --action correspond",
ctladdr=<support at it-dove.com> (8/0), delay=00:00:02, xdelay=00:00:02,
mailer=prog, pri=30105, dsn=5.3.0, stat=unknown mailer error 2
> Jun 27 10:03:59 it-dove sendmail[2340]: g5RE3vr02339: g5RE3xr02340: DSN:
unknown mailer error 2
> Jun 27 10:03:59 it-dove sendmail[2340]: g5RE3xr02340:
to=<CCapone at consultdove.com>, delay=00:00:00, xdelay=00:00:00, mailer=esmtp,
pri=30205, relay=jeeves.doveassoc.com. [10.1.0.216], dsn=2.0.0, stat=Sent
( <200206271403.g5RE3xr02340 at it-dove.com> Queued mail for delivery)

Just a quick thought, but have you enabled the rt-mailgate program
permission to allow sendmail to execute it?
Hang on...
Mine lives here:

lrwxrwxrwx   1 root     root           25 Jun 12 02:57
/usr/adm/sm.bin/rt-mailgate -> /home/rt2/bin/rt-mailgate

The permissions might be wrong, but that's the general idea.
I don't know if this is a cobalt thing, or a sendmail thing, since it's been
a while since I used sendmail. Qmail much nicer, but I got it working.
Does it bounce mail back to you with any errors?

It looks like it's sendind something back to jeeves for you, perhaps?
Cool name, by the way.
Let me know, I might have some other ideas.





From Kendric.Beachey at garmin.com  Thu Jun 27 13:38:51 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Thu, 27 Jun 2002 12:38:51 -0500
Subject: [rt-users] My RT acting up
Message-ID: <3C167C6F2DAAA54B89DABE60D2461FFA533880@dallas.garmin.com>

-----Original Message-----
I'm running RT 2.0.13.  All of a sudden I cannot see any of the Comments
associated with ANY tickets.  I also can't access any user information when
I go to the "Configuration" section.  There have been no configuration
changes.  I have restarted apache and mysql several times already to no
avail.  Anyone ever seen this behavior? 
Bolivar 
--------------------------

Hmmm.  Check for database corruption, perhaps.  Search the mailing list
archives for a thread from the first part of June 2002 with the subject line
"Urgent: "permission denied" / "Correspondence (probably) not recorded"".
Good luck!
--
Kendric Beachey
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From matt at winweb.net  Thu Jun 27 13:52:34 2002
From: matt at winweb.net (Matthew 'Chewy' Trewhella)
Date: Thu, 27 Jun 2002 18:52:34 +0100
Subject: [rt-users] Permissions on creating ticket
Message-ID: <07aa01c21e03$6b43b610$0b00000a@goose>

I'm sure this might be a newbie error, but I can't seem to crack it:

When I create a new ticket as a user, I get:

No permission to view newly created ticket #59.

However, when I click on home, then click ticket 59, I can see it just fine.
Has anyone had this, and do you know how to fix it?
Ta

______________
Ecce Potestas Casei




From CCapone at consultdove.com  Thu Jun 27 13:59:00 2002
From: CCapone at consultdove.com (Cory Capone)
Date: Thu, 27 Jun 2002 13:59:00 -0400
Subject: [rt-users] Mail setup problems
Message-ID: <6044748DB501154CA7821B832E2238B91BE9A4@mail.doveassoc.com>

I did run the following command:
ln -s /path/to/rt2/bin/rt-mailgate /etc/smrsh/rt-mailgate
I assume that's what you mean by "you enabled the rt-mailgate program
permission to allow sendmail to execute it?"

Mail doesn't bounce back with any errors, unfortunately - I think it'd be easier if it did!

One thing that may be of use (or not):
I tried "running" rt-mailgate and it just seems to hang.  The reason for the quotes is that all I did
was type "./rt-mailgate".  I wasn't sure if that was the proper way to do it or not, so I also tried "perl rt-mailgate".
Both just seem to hang.  I tried "perl -c rt-mailgate" and it said the syntax was fine.

Anyways, that probably isn't of use, but I dunno.

Thanks again for helping!
Cory

> The machine's name is "it-dove.com"
> and I can send mail to root at it-dove.com just fine.
> the queue name is HelpDesk
> and my aliases are set up as follows:
>
> support: "|/opt/rt2/bin/rt-mailgate --queue HelpDesk --action correspond"
> support-comment: "|/opt/rt2/bin/rt-mailgate --queue HelpDesk --action
comment"
>
> After trying to send an email to support at it-dove.com, nothing happens and
I get the following in the sendmail log:
> Jun 27 10:03:57 it-dove sendmail[2339]: g5RE3vr02339:
from=<CCapone at consultdove.com>, size=633, class=0, nrcpts=1,
msgid=<6044748DB501154CA7821B832E2238B94A8289 at mail.doveassoc.com>,
proto=ESMTP, daemon=Daemon0, relay=mail.doveassoc.com [10.1.0.222]
> Jun 27 10:03:59 it-dove sendmail[2340]: g5RE3vr02339:
to="|/opt/rt2/bin/rt-mailgate --queue HelpDesk --action correspond",
ctladdr=<support at it-dove.com> (8/0), delay=00:00:02, xdelay=00:00:02,
mailer=prog, pri=30105, dsn=5.3.0, stat=unknown mailer error 2
> Jun 27 10:03:59 it-dove sendmail[2340]: g5RE3vr02339: g5RE3xr02340: DSN:
unknown mailer error 2
> Jun 27 10:03:59 it-dove sendmail[2340]: g5RE3xr02340:
to=<CCapone at consultdove.com>, delay=00:00:00, xdelay=00:00:00, mailer=esmtp,
pri=30205, relay=jeeves.doveassoc.com. [10.1.0.216], dsn=2.0.0, stat=Sent
( <200206271403.g5RE3xr02340 at it-dove.com> Queued mail for delivery)

Just a quick thought, but have you enabled the rt-mailgate program
permission to allow sendmail to execute it?
Hang on...
Mine lives here:

lrwxrwxrwx   1 root     root           25 Jun 12 02:57
/usr/adm/sm.bin/rt-mailgate -> /home/rt2/bin/rt-mailgate

The permissions might be wrong, but that's the general idea.
I don't know if this is a cobalt thing, or a sendmail thing, since it's been
a while since I used sendmail. Qmail much nicer, but I got it working.
Does it bounce mail back to you with any errors?

It looks like it's sendind something back to jeeves for you, perhaps?
Cool name, by the way.
Let me know, I might have some other ideas.





From greg at oreilly.com  Thu Jun 27 14:01:48 2002
From: greg at oreilly.com (Greg Dickerson)
Date: Thu, 27 Jun 2002 11:01:48 -0700
Subject: [rt-users] My RT acting up
References: <3C167C6F2DAAA54B89DABE60D2461FFA533880@dallas.garmin.com>
Message-ID: <005201c21e04$b5346ed0$0c1418ac@otter>

RE: [rt-users] My RT acting upI had this issue just the other day. In my case I didn't check my DB backups and they ran my disk out of space. Check your free disk space "df -h". In my case after freeing the disk space RT was fine. 

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: Beachey, Kendric 
  To: rt-users at fsck.com 
  Sent: Thursday, June 27, 2002 10:38 AM
  Subject: RE: [rt-users] My RT acting up


  -----Original Message----- 
  I'm running RT 2.0.13.  All of a sudden I cannot see any of the Comments associated with ANY tickets.  I also can't access any user information when I go to the "Configuration" section.  There have been no configuration changes.  I have restarted apache and mysql several times already to no avail.  Anyone ever seen this behavior? 

  Bolivar 
  -------------------------- 

  Hmmm.  Check for database corruption, perhaps.  Search the mailing list archives for a thread from the first part of June 2002 with the subject line "Urgent: "permission denied" / "Correspondence (probably) not recorded"".  Good luck!

  -- 
  Kendric Beachey 

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From matt at winweb.net  Thu Jun 27 14:32:02 2002
From: matt at winweb.net (Matthew 'Chewy' Trewhella)
Date: Thu, 27 Jun 2002 19:32:02 +0100
Subject: [rt-users] Mail setup problems
References: <6044748DB501154CA7821B832E2238B91BE9A4@mail.doveassoc.com>
Message-ID: <07fe01c21e08$ef4f04a0$0b00000a@goose>

> I did run the following command:
> ln -s /path/to/rt2/bin/rt-mailgate /etc/smrsh/rt-mailgate
> I assume that's what you mean by "you enabled the rt-mailgate program
> permission to allow sendmail to execute it?"
Yup, that's what I meant.

> Mail doesn't bounce back with any errors, unfortunately - I think it'd be
easier if it did!
Yuck.

> > Jun 27 10:03:59 it-dove sendmail[2340]: g5RE3xr02340:
> to=<CCapone at consultdove.com>, delay=00:00:00, xdelay=00:00:00,
mailer=esmtp,
> pri=30205, relay=jeeves.doveassoc.com. [10.1.0.216], dsn=2.0.0, stat=Sent
> ( <200206271403.g5RE3xr02340 at it-dove.com> Queued mail for delivery)
The strange thing is that this bit makes it look like it sending a message
back.


> One thing that may be of use (or not):
> I tried "running" rt-mailgate and it just seems to hang.  The reason for
the quotes is that all I did
> was type "./rt-mailgate".  I wasn't sure if that was the proper way to do
it or not, so I also tried "perl rt-mailgate".
> Both just seem to hang.  I tried "perl -c rt-mailgate" and it said the
syntax was fine.
yup, that's pretty standard, too

Other than that I can't help. Sorry.
>
> > The machine's name is "it-dove.com"
> > and I can send mail to root at it-dove.com just fine.
> > the queue name is HelpDesk
> > and my aliases are set up as follows:
> >
> > support: "|/opt/rt2/bin/rt-mailgate --queue HelpDesk --action
correspond"
> > support-comment: "|/opt/rt2/bin/rt-mailgate --queue HelpDesk --action
> comment"
> >
> > After trying to send an email to support at it-dove.com, nothing happens
and
> I get the following in the sendmail log:
> > Jun 27 10:03:57 it-dove sendmail[2339]: g5RE3vr02339:
> from=<CCapone at consultdove.com>, size=633, class=0, nrcpts=1,
> msgid=<6044748DB501154CA7821B832E2238B94A8289 at mail.doveassoc.com>,
> proto=ESMTP, daemon=Daemon0, relay=mail.doveassoc.com [10.1.0.222]
> > Jun 27 10:03:59 it-dove sendmail[2340]: g5RE3vr02339:
> to="|/opt/rt2/bin/rt-mailgate --queue HelpDesk --action correspond",
> ctladdr=<support at it-dove.com> (8/0), delay=00:00:02, xdelay=00:00:02,
> mailer=prog, pri=30105, dsn=5.3.0, stat=unknown mailer error 2
> > Jun 27 10:03:59 it-dove sendmail[2340]: g5RE3vr02339: g5RE3xr02340: DSN:
> unknown mailer error 2
> > Jun 27 10:03:59 it-dove sendmail[2340]: g5RE3xr02340:
> to=<CCapone at consultdove.com>, delay=00:00:00, xdelay=00:00:00,
mailer=esmtp,
> pri=30205, relay=jeeves.doveassoc.com. [10.1.0.216], dsn=2.0.0, stat=Sent
> ( <200206271403.g5RE3xr02340 at it-dove.com> Queued mail for delivery)
>
> Just a quick thought, but have you enabled the rt-mailgate program
> permission to allow sendmail to execute it?
> Hang on...
> Mine lives here:
>
> lrwxrwxrwx   1 root     root           25 Jun 12 02:57
> /usr/adm/sm.bin/rt-mailgate -> /home/rt2/bin/rt-mailgate
>
> The permissions might be wrong, but that's the general idea.
> I don't know if this is a cobalt thing, or a sendmail thing, since it's
been
> a while since I used sendmail. Qmail much nicer, but I got it working.
> Does it bounce mail back to you with any errors?
>
> It looks like it's sendind something back to jeeves for you, perhaps?
> Cool name, by the way.
> Let me know, I might have some other ideas.
>
>




From sebastian at flothow.de  Thu Jun 27 15:27:45 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Thu, 27 Jun 2002 21:27:45 +0200
Subject: [rt-users] Mail setup problems
In-Reply-To: <6044748DB501154CA7821B832E2238B91BE9A2@mail.doveassoc.com>
Message-ID: <F4FBAF65-8A03-11D6-921A-000393B2BB20@flothow.de>

> Jun 27 10:03:57 it-dove sendmail[2339]: g5RE3vr02339: 
> from=<CCapone at consultdove.com>, size=633, class=0, nrcpts=1, 
> msgid=<6044748DB501154CA7821B832E2238B94A8289 at mail.doveassoc.com>, 
> proto=ESMTP, daemon=Daemon0, relay=mail.doveassoc.com [10.1.0.222]
> Jun 27 10:03:59 it-dove sendmail[2340]: g5RE3vr02339: 
> to="|/opt/rt2/bin/rt-mailgate --queue HelpDesk --action correspond", 
> ctladdr=<support at it-dove.com> (8/0), delay=00:00:02, xdelay=00:00:02, 
> mailer=prog, pri=30105, dsn=5.3.0, stat=unknown mailer error 2
> Jun 27 10:03:59 it-dove sendmail[2340]: g5RE3vr02339: g5RE3xr02340: 
> DSN: unknown mailer error 2
> Jun 27 10:03:59 it-dove sendmail[2340]: g5RE3xr02340: 
> to=<CCapone at consultdove.com>, delay=00:00:00, xdelay=00:00:00, 
> mailer=esmtp, pri=30205, relay=jeeves.doveassoc.com. [10.1.0.216], 
> dsn=2.0.0, stat=Sent ( <200206271403.g5RE3xr02340 at it-dove.com> Queued 
> mail for delivery)
>
> (mail.doveassoc.com is our mail server, jeeves.doveassoc.com is another 
> server, I'm not sure why anything is/isn't going there)

rt-mailgate fails with exit code 2, and sendmail sends a delivery state 
notification to CCapone at consultdove.com via jeeves.doveassoc.com. Try to 
get hold of this DSN, it should contain the error message from 
rt-mailgate.


Sebastian

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




From sebastian at flothow.de  Thu Jun 27 17:33:10 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Thu, 27 Jun 2002 23:33:10 +0200
Subject: [rt-users] Mail setup problems
In-Reply-To: <6044748DB501154CA7821B832E2238B91BE9A4@mail.doveassoc.com>
Message-ID: <7A29E7D4-8A15-11D6-99F9-000393B2BB20@flothow.de>

> I tried "running" rt-mailgate and it just seems to hang.  The reason 
> for the quotes is that all I did
> was type "./rt-mailgate".  I wasn't sure if that was the proper way to 
> do it or not, so I also tried "perl rt-mailgate".
> Both just seem to hang.

It's not exactly hanging, but trying to read a message from stdin. If 
you've got one in a file (including the sendmail-style From line), try 
running "./rt-mailgate < message.txt" and look for error messages.

However, you should probably investigate why sendmail sends the error 
message to jeeves (or what jeeves does with it) anyway.


Sebastian

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




From pdh at snapgear.com  Thu Jun 27 18:40:42 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 28 Jun 2002 08:40:42 +1000
Subject: [rt-users] Re: Cannot create users (or groups)
In-Reply-To: <20020627135521.57723.qmail@bsd.ultra-secure.de>
References: <200206271241.aa57982@salmon.maths.tcd.ie> <20020627135521.57723.qmail@bsd.ultra-secure.de>
Message-ID: <20020627224042.GD413@luggage>

Rainer Duffner wrote:
> I tried it and some of the PERL-modules in the base-system were too old. 

Yep.

Install p5-CGI.pm-2.77 (I believe the version 2.753 in the ports
is not useful. Someone please correct me if I'm wrong.)

Any other modules that are too old can be brought up to date
from ports.

> I fear that when I overwrite the base-system, the next make world will 
> totally hose RT.

Yes, you need to go back and reinstall any of the modules you had
to install from ports, using UNINST=1 (from memory). I think there
were a couple but don't have my notes handy at the moment...



From hwagener at hamburg.fcb.com  Fri Jun 28 10:38:03 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Fri, 28 Jun 2002 10:38:03 -0400
Subject: [rt-users] My RT acting up
References: <3C167C6F2DAAA54B89DABE60D2461FFA533880@dallas.garmin.com> <005201c21e04$b5346ed0$0c1418ac@otter>
Message-ID: <3D1C74CB.1030403@hamburg.fcb.com>

>>> I'm running RT 2.0.13.  All of a sudden I cannot see any of the
>>> Comments associated with ANY tickets.  I also can't access any user
>>> information when I go to the "Configuration" section.  There have
>>> been no configuration changes.  I have restarted apache and mysql
>>> several times already to no avail.  Anyone ever seen this behavior?
>> 
>> Hmmm.  Check for database corruption, perhaps.  Search the mailing
>> list archives for a thread from the first part of June 2002 with the
>> subject line "Urgent: "permission denied" / "Correspondence
>> (probably) not recorded"".  Good luck!
 > I had this issue just the other day. In my case I didn't check my DB
 > backups and they ran my disk out of space. Check your free disk space
 > "df -h". In my case after freeing the disk space RT was fine.
 >
 > Greg

Also, just look if RT has write permissions to it's log files. These may get 
lost when using a badly configured tmpwatch or similar.

Regards,
	Harald

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




From bortzmeyer at nic.fr  Fri Jun 28 07:50:57 2002
From: bortzmeyer at nic.fr (Stephane Bortzmeyer)
Date: Fri, 28 Jun 2002 13:50:57 +0200
Subject: [rt-users] "Correspondence added" but no message content
Message-ID: <20020628115057.GA30335@nic.fr>

At a newly-installed RT 2.0.13 site:

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.

Here is a copy and paste: sometimes, the message body is missing,
sometimes not and I'm completely clueless.


Fri Jun 28 13:20:33 2002 
bortzmeyer - Correspondence added 
 
 


  
  
Fri Jun 28 13:23:19 2002 
bortzmeyer - Correspondence added 
 
 


  
  
Fri Jun 28 13:29:25 2002 
bortzmeyer - Correspondence added 
 
 


  
  
Fri Jun 28 13:33:13 2002 
bortzmeyer - Correspondence added 
 
 [Reply] [Comment]


  
  


From: bortzmeyer at nic.fr
Subject: TEST [EUreg #37]
RT-Send-Cc: 

Test only




Download (untitled) 11b 


  
  
Fri Jun 28 13:37:31 2002 
bortzmeyer - Correspondence added 
 
 [Reply] [Comment]


  
  


Date: Fri, 28 Jun 2002 13:37:29 +0200
From: Stephane Bortzmeyer <bortzmeyer at nic.fr>
To: rt-tech at rt.eureg.org
Subject: TEST mail [EUreg #37]
RT-Send-Cc: 

Test only



Download (untitled) 10b 


  
  
Fri Jun 28 13:38:57 2002 
bortzmeyer - Correspondence added 
 
 


  
  
Fri Jun 28 13:39:42 2002 
bortzmeyer - Correspondence added 














From maniezhilan at naturesoft.net  Fri Jun 28 11:14:49 2002
From: maniezhilan at naturesoft.net (maniezhilan)
Date: Fri, 28 Jun 2002 20:44:49 +0530
Subject: [rt-users] RT:Problem in Configuration.
Message-ID: <3D1C7D68.D27EECD1@naturesoft.net>

Dear all,

When, a requestor sends a request, apart from Autoreply, Correspondance
status etc, addtional email messages is send to the
requestor like the one below mentioned.

  From:
       "Enoch Root via RT" <rt at example.net>
    To:
       maniezhilan at example.net
    CC:
       reqtrack at example.net

Can any one help me out in solving this problem?

Second Problem:  How to delete a newly created group?

I searched in http://fsck.com/rtfm, yet Iam unable to get the answer.


Thanks is Advance,

J.Mani Ezhilan.





From matt at winweb.net  Fri Jun 28 08:54:12 2002
From: matt at winweb.net (Matthew 'Chewy' Trewhella)
Date: Fri, 28 Jun 2002 13:54:12 +0100
Subject: [rt-users] RT:Problem in Configuration.
References: <3D1C7D68.D27EECD1@naturesoft.net>
Message-ID: <092301c21ea3$0b022e30$0b00000a@goose>

1) Have a look in the scrips set up. It's in there.
Delete the ones you don't want

2) Go to global, groups, and delete there.

----- Original Message ----- 
From: "maniezhilan" <maniezhilan at naturesoft.net>
To: <rt-users at lists.fsck.com>
Sent: Friday, June 28, 2002 4:14 PM
Subject: [rt-users] RT:Problem in Configuration.


> Dear all,
> 
> When, a requestor sends a request, apart from Autoreply, Correspondance
> status etc, addtional email messages is send to the
> requestor like the one below mentioned.
> 
>   From:
>        "Enoch Root via RT" <rt at example.net>
>     To:
>        maniezhilan at example.net
>     CC:
>        reqtrack at example.net
> 
> Can any one help me out in solving this problem?
> 
> Second Problem:  How to delete a newly created group?
> 
> I searched in http://fsck.com/rtfm, yet Iam unable to get the answer.
> 
> 
> Thanks is Advance,
> 
> J.Mani Ezhilan.
> 
> 
> 
> _______________________________________________
> 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 yetish at mailandnews.com  Fri Jun 28 09:32:12 2002
From: yetish at mailandnews.com (Yetish Joshi)
Date: Fri, 28 Jun 2002 09:32:12 -0400
Subject: [rt-users] Sending Attachments with RT to correspondent
Message-ID: <3D1CADFF@mailandnews.com>

Sending Attachments with RT to correspondent

I?ve successfully managed to send attachments to my email web email with Pine 
via SendMail, however when I attach a file when replying to a ticket in RT, 
the file does not get sent with the email.

RT will receive submitted emails with attachments via SendMail, and RT will 
successfully store the attachment that was suppose to be sent so other users 
have access to the file, then why does it not send the attachment but what 
why.

What could be wrong?

Thanks in advance,


Yetish




From rich+rt at lafferty.ca  Fri Jun 28 09:47:47 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Fri, 28 Jun 2002 09:47:47 -0400
Subject: [rt-users] Sending Attachments with RT to correspondent
In-Reply-To: <3D1CADFF@mailandnews.com>; from yetish@mailandnews.com on Fri, Jun 28, 2002 at 09:32:12AM -0400
References: <3D1CADFF@mailandnews.com>
Message-ID: <20020628094747.H22225@lafferty.ca>

On Fri, Jun 28, 2002 at 09:32:12AM -0400, Yetish Joshi (yetish at mailandnews.com) wrote:
>
> RT will receive submitted emails with attachments via SendMail, and RT will 
> successfully store the attachment that was suppose to be sent so other users 
> have access to the file, then why does it not send the attachment but what 
> why.
> 
> What could be wrong?

Well, the only thing *wrong* is that you don't like how RT handles
attachments. :-) What you describe is the way it's supposed to work.
It's a problem in the situation you describe, but it's really nice
when someone sends in a 50MB logfile and it isn't sent to all the
queue's watchers. :-)

There's a contrib that passes attachments through; it was discussed on
rt-users relatively recently, so poke at the archives.

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 rehan at nha.co.za  Fri Jun 28 09:57:04 2002
From: rehan at nha.co.za (Rehan van der Merwe)
Date: Fri, 28 Jun 2002 15:57:04 +0200
Subject: [rt-users] Feature query/suggestion : estimated time
Message-ID: <FD2EC577E876CA418D08460A64646FBD01732215@titan.nha.co.za>

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




From mcox at latte.harvard.edu  Fri Jun 28 10:11:48 2002
From: mcox at latte.harvard.edu (Matthew P. Cox)
Date: 28 Jun 2002 10:11:48 -0400
Subject: [rt-users] Requesters Viewing Submitted Tickets
Message-ID: <1025273509.9017.7.camel@vassago>

When RT creates user names on ticket submittal the "Let this user access
RT" option defaults to true. What does this actually imply for their
access to RT? 

I would like anyone who submits a ticket to be able to view their own
tickets. Is there an easy way to do this? Does every requester need to
be given rights?

Just looking to be pointed in the right direction.

TIA,
Matt





From matt at winweb.net  Fri Jun 28 10:28:30 2002
From: matt at winweb.net (Matthew 'Chewy' Trewhella)
Date: Fri, 28 Jun 2002 15:28:30 +0100
Subject: [rt-users] Requesters Viewing Submitted Tickets
References: <1025273509.9017.7.camel@vassago>
Message-ID: <099e01c21eb0$140d5290$0b00000a@goose>

In global group setup, allow requestors to see ticket.

----- Original Message ----- 
From: "Matthew P. Cox" <mcox at latte.harvard.edu>
To: <rt-users at lists.fsck.com>
Sent: Friday, June 28, 2002 3:11 PM
Subject: [rt-users] Requesters Viewing Submitted Tickets


> When RT creates user names on ticket submittal the "Let this user access
> RT" option defaults to true. What does this actually imply for their
> access to RT? 
> 
> I would like anyone who submits a ticket to be able to view their own
> tickets. Is there an easy way to do this? Does every requester need to
> be given rights?
> 
> Just looking to be pointed in the right direction.
> 
> TIA,
> Matt
> 
> 
> 
> _______________________________________________
> 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 mcox at latte.harvard.edu  Fri Jun 28 10:38:22 2002
From: mcox at latte.harvard.edu (Matthew P. Cox)
Date: 28 Jun 2002 10:38:22 -0400
Subject: [rt-users] Requesters Viewing Submitted Tickets
In-Reply-To: <099e01c21eb0$140d5290$0b00000a@goose>
References: <1025273509.9017.7.camel@vassago> 
	<099e01c21eb0$140d5290$0b00000a@goose>
Message-ID: <1025275103.5726.14.camel@vassago>

I came to that conclusion as well and that is already set. How do they
login though?

Using a requester's email address as the user name: they can't login.

Looking in the the mysql.rt2.Users database shows that requesters have
an entry similar to the following:

| id | Name            | Password      | Comments
|  5 | requester at x.com | *NO-PASSWORD* | Autocreated on ticket
submission

I've tried setting passwords to: NULL and "", but RT does not allow
users access without a valid crypt'ed password.

Any other ideas?

Matt

On Fri, 2002-06-28 at 10:28, Matthew 'Chewy' Trewhella wrote:
> In global group setup, allow requestors to see ticket.
> 
> ----- Original Message ----- 
> From: "Matthew P. Cox" <mcox at latte.harvard.edu>
> To: <rt-users at lists.fsck.com>
> Sent: Friday, June 28, 2002 3:11 PM
> Subject: [rt-users] Requesters Viewing Submitted Tickets
> 
> 
> > When RT creates user names on ticket submittal the "Let this user access
> > RT" option defaults to true. What does this actually imply for their
> > access to RT? 
> > 
> > I would like anyone who submits a ticket to be able to view their own
> > tickets. Is there an easy way to do this? Does every requester need to
> > be given rights?
> > 
> > Just looking to be pointed in the right direction.





From KFerguso at chi.navtech.com  Fri Jun 28 10:47:31 2002
From: KFerguso at chi.navtech.com (Ferguson, Kevin)
Date: Fri, 28 Jun 2002 09:47:31 -0500
Subject: [rt-users] Requesters Viewing Submitted Tickets
Message-ID: <91468650040FD411A51100104B63E23102E281DD@postman.chi.navtech.com>

If you want the requestor to be able to do more that just see
their tickets, you will have to give them rights and set the 
appropriate ACLs.

By default, a requestor without rights will be able to see their
own tickets through the SelfService interface.  All you will have 
to do is assign a password to the user in order for them to login.

-kevin


> -----Original Message-----
> From: Matthew 'Chewy' Trewhella [mailto:matt at winweb.net]
> Sent: Friday, June 28, 2002 9:29 AM
> To: Matthew P. Cox; rt-users at lists.fsck.com
> Subject: Re: [rt-users] Requesters Viewing Submitted Tickets
> 
> 
> In global group setup, allow requestors to see ticket.
> 
> ----- Original Message ----- 
> From: "Matthew P. Cox" <mcox at latte.harvard.edu>
> To: <rt-users at lists.fsck.com>
> Sent: Friday, June 28, 2002 3:11 PM
> Subject: [rt-users] Requesters Viewing Submitted Tickets
> 
> 
> > When RT creates user names on ticket submittal the "Let 
> this user access
> > RT" option defaults to true. What does this actually imply for their
> > access to RT? 
> > 
> > I would like anyone who submits a ticket to be able to view 
> their own
> > tickets. Is there an easy way to do this? Does every 
> requester need to
> > be given rights?
> > 
> > Just looking to be pointed in the right direction.
> > 
> > TIA,
> > Matt
> > 
> > 
> > 
> > _______________________________________________
> > 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 pdh at snapgear.com  Sat Jun 29 02:06:03 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Sat, 29 Jun 2002 16:06:03 +1000
Subject: [rt-users] CONTRIB: MoveTicketToOriginalQueue
Message-ID: <20020629060603.GB97338@dorfl.internal.moreton.com.au>

This ScripAction will move a ticket into the queue it was originally
destined for. This could potentially be used to "restart" a ticket's
journey through a succession of queues; the original requirement was
for an incoming ticket to be able to be placed into a "quarantine"
queue and moved back to where it was originally intended if the
quarantine conditions were met.

This action has an external dependency. You will need to configure
your MTA/MDA to add an "X-RT-Queue: foo" header to the message once
it determines that the message was intended for queue "foo".
Without this, the scrip cannot (easily and reliably) determine the
original queue (and will refuse to do anything in that case). The
author uses procmail and formail to accomplish this; there are other
ways.

Phil Homewood <pdh at snapgear.com> 20020626
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From pdh at snapgear.com  Sat Jun 29 02:12:57 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Sat, 29 Jun 2002 16:12:57 +1000
Subject: [rt-users] HOWTO v2: protect RT queues with SpamAssassin
Message-ID: <20020629061257.GA98534@dorfl.internal.moreton.com.au>

My previous RT/SpamAssassin HOWTO seems to have been quite 
enthiusiastically received. Thanks to those who offered
feedback.

After discussing some improvements with Niall (who gets
partial credit for the ideas herein :-) I've improved the
system somewhat.

Using the attached procmailrc (which supersedes the previous
one) and the MoveTicketToOriginalQueue scrip (posted a short
while ago to rt-users, and hopefully in the contrib area
soon), you can allow users to confirm their request is
genuine and have it move to the originally intended queue.

Basically: the "spam" queue will autoreply, asking the requestor
to reply to the autoack to confirm his request is legit. Once
the reply comes in, the ticket goes to the right queue.

This procmailrc also differs slightly in that SpamAssassin
reports and headers are no longer added to the ticket history,
nor are they sent back to the requestor. (If you do happen to
want the SpamAssassin fingerprints in the transaction, it's
a pretty obvious marriage of the first recipe from this rc
together with my original rc.

OK, here we go....

* procmail must be installed, together with formail.

* The MoveTicketToOriginalQueue ScripAction must be installed.

* spamassassin must be installed (duh!), spamc/spamd installed,
  and spamd running. (If you don't want to use spamc/spamd,
  replace the "spamc" command with the appropriate "spamassassin"
  command in the attached procmailrc.)

* The user running spamassassin (I chose the MTA's "mailnull"
  user) must have (or have permission to create) a .spamassassin
  directory under his home dir. This was the only roadblock I
  hit (as spamassasin's "spamc" silently does nothing if this is
  not the case.)

  Under FreeBSD:
	mkdir -p ~mailnull/.spamassassin
	chown mailnull ~mailnull/.spamassassin

  (other OSs will be similar.)

* Create a "spam" queue in RT, make sure "everyone" has the right
  to "CreateTicket" and "ReplyToTicket", and season other rights
  to taste.

* Create a SpamReply template, which asks the requestor to reply
  to confirm his request. Some tact may be required to avoid
  accusing him of being a spammer. :-)

* If you use ParseNewMessageForTicketCcs, ensure the IsRTAddress()
  function in your config.pm lists any queue addresses that are
  subject to SpamAssassin. Else you'll end up with a few "RT Bounce"
  messages. (No big deal, just annoying.)

* Set up the scrips for the spam queue. I suggest:

  OnCreate AutoreplyToRequestors with template SpamReply 
  OnCorrespond MoveTicketToOriginalQueue with template Blank 
  OnCorrespond AutoreplyToRequestors with template AutoReply

* Drop the attached procmailrc into /usr/local/etc/procmailrcs/rt
  and correct any paths for your local installation. Change the
  ownership of this file to your chosen user ("mailnull" in the
  example above.)

* Change the alias for each queue you wish to protect. For example,
  assuming I have a queue called "test", with correspond address
  "test at example.com" and comment address "test-c at example.com", I'd
  use the following:

test:"|/usr/local/bin/procmail -m /usr/local/etc/procmailrcs/rt test correspond"
test-c:"|/usr/local/bin/procmail -m /usr/local/etc/procmailrcs/rt test comment"

And bingo! RT, without the spam.

Possible enhancement: Create a cron job to purge tickets older than
N days from the spam queue. Implementation is left as an exercise
for the reader. (Translation: I haven't bothered, yet. :-)

Enjoy :) Feedback always welcome....

-P.
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:0fw
| /usr/local/bin/formail -i "X-RT-Queue: $1"

:0cw
| /usr/local/bin/spamc -c

:0aw
| /usr/local/rt2/bin/rt-mailgate --queue $1 --action $2

:0w
| /usr/local/rt2/bin/rt-mailgate --queue spam --action $2

From bruce_campbell at ripe.net  Sat Jun 29 08:43:53 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Sat, 29 Jun 2002 14:43:53 +0200 (CEST)
Subject: [rt-users] CONTRIB: MoveTicketToOriginalQueue
In-Reply-To: <20020629060603.GB97338@dorfl.internal.moreton.com.au>
Message-ID: <Pine.LNX.4.44.0206291442110.31450-100000@x22.ripe.net>

On Sat, 29 Jun 2002, Phil Homewood wrote:

> This action has an external dependency. You will need to configure
> your MTA/MDA to add an "X-RT-Queue: foo" header to the message once
> it determines that the message was intended for queue "foo".

Or you could change rt-mailgate to add the header to the MIME object
before doing the Create(), based on the --queue argument.

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




From pdh at snapgear.com  Sat Jun 29 08:59:45 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Sat, 29 Jun 2002 22:59:45 +1000
Subject: [rt-users] CONTRIB: MoveTicketToOriginalQueue
In-Reply-To: <Pine.LNX.4.44.0206291442110.31450-100000@x22.ripe.net>
References: <20020629060603.GB97338@dorfl.internal.moreton.com.au> <Pine.LNX.4.44.0206291442110.31450-100000@x22.ripe.net>
Message-ID: <20020629125945.GA7097@dorfl.internal.moreton.com.au>

Bruce Campbell wrote:
> > This action has an external dependency. You will need to configure
> > your MTA/MDA to add an "X-RT-Queue: foo" header to the message once
> > it determines that the message was intended for queue "foo".
> 
> Or you could change rt-mailgate to add the header to the MIME object
> before doing the Create(), based on the --queue argument.

No, it's too late by the time rt-mailgate gets hold of it.
(At least for the spam control/quarantine application.) You
need to set the header to the queue the message was sent to,
not the one it ended up in. :-)




From ManfredElezovski at notes.ny.cyberdialogue.com  Tue Jun  4 12:09:42 2002
From: ManfredElezovski at notes.ny.cyberdialogue.com (Manfred Elezovski)
Date: Tue, 4 Jun 2002 12:09:42 -0400
Subject: [rt-users] fetchmail-rt-mailgate integration "correspondence not recorded" "permission
 denied"
Message-ID: <OF7B56EB26.00CA6C47-ON85256BCE.00587BCA@ny.cyberdialogue.com>

I'm using fetchmail to "fetch" email from my main mail server which is
external to the firewall.  I have created a test user, named rt.  I have
also created a fetchmailrc file in its directory.  I have added the aliases
to the aliases file as well.  When I create a ticket, I have it set up to
email me, but when I respond, I get a returned email with a subject line
"correspondence not recorded", and the body "permission denied".  Does
anyone have any suggestion to what might be wrong with my configuration
thus far.  Thank YOu

Manfred Elezovski




From boris at infoplease.com  Thu Jun  6 12:46:11 2002
From: boris at infoplease.com (Goldowsky, Boris)
Date: Thu, 06 Jun 2002 12:46:11 -0400
Subject: [rt-users] RT and Projects
Message-ID: <C55883A8130FD41194BC00104B9CDD3B02E15516@OLDTMS018>

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.

One could imagine using RT to track projects, since you could assign
keywords for lifecycle stages, use the parent-child relationships to track
subtasks, etc.  But it seems like fairly extensive work would need to be
done to make it usable, for instance:
	- a view showing only top-level tasks (those without a parent),
which are the projects
	- the abilty to operate on a project and its subtasks as a unit
	- ability to have multiple keywords as part of the queue listing
	- multiple views of queue, with different columns
has anyone taken a path like this?  It seems overly ambitious for me right
now.

Another tack would be to have a separate piece of software to track
projects, and maybe get some hooks in so that RT tasks can be "related to"
or "children of" projects.  There are hundreds of project management
software titles available - any recommendations of ones that are similar in
spirit to RT? By that I mean something relatively simple (not trying to
redesign your enterprise for a million-dollar licensing fee), somewhat
customizable, and open in structure so that one could imagine integrating
them into an existing structure???

thanks for any ideas --

Bng


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

Our network may monitor outgoing and incoming e-mail messages
for security and customer service purposes, but this e-mail is
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From nicole at cxri.net  Mon Jun 10 13:51:57 2002
From: nicole at cxri.net (Nicole Hampton)
Date: Mon, 10 Jun 2002 13:51:57 -0400
Subject: [rt-users] Intergration Questions
Message-ID: <NEBBLEKNILBPKMGKAAJOCEKNCNAA.nicole@cxri.net>

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 

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From mariana.lopes at multicert.com  Wed Jun 12 12:43:50 2002
From: mariana.lopes at multicert.com (Mariana Martins Lopes)
Date: Wed, 12 Jun 2002 17:43:50 +0100
Subject: [rt-users] Mason error
Message-ID: <3D077A46.10506@multicert.com>

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From jlharris at fimble.com  Wed Jun 12 21:51:24 2002
From: jlharris at fimble.com (James L. Harrison)
Date: Wed, 12 Jun 2002 20:51:24 -0500
Subject: [rt-users] RT Install Problems on RedHat 7.2
Message-ID: <001f01c2127c$d6deb740$fd00a8c0@tank>

Okay,
 
I am trying to install rt-2-0-13 on a RedHat 7.2 box... I pass the make
testdeps no problem, but when i try make install this is what i get:
        Red Hat Linux release 7.2 (Enigma)
        Kernel 2.4.7-10 on an i686
        [root at localhost rt-2-0-13]# 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
        make: *** No rule to make target `initialize.Mysql', needed by
`install'.  Stop.

So I thought I should try a make dropdb... then this happens:
        [root at localhost rt-2-0-13]# make dropdb
        /usr/bin/perl   tools/initdb 'Mysql' '/usr' 'localhost' ''
'root' 'rt2' drop
        Now dropping the RT2 database.
        Enter the Mysql password for root:
        About to drop Mysql database rt2.
        WARNING: This will erase all data in rt2.
        If you have an existing RT 2.x installation, this will destroy
all your data.
        Proceed [y/N]:y
        Dropping Mysql database rt2.
        Can't locate DBIx/DataSource/Mysql.pm in @INC (@INC contains:
/usr/lib/perl5/5.6
        .0/i386-linux /usr/lib/perl5/5.6.0
/usr/lib/perl5/site_perl/5.6.0/i386-linux /us
        r/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl .) at
/usr/lib/perl5/site_p
        erl/5.6.0/DBIx/DataSource.pm line 71, <STDIN> line 2.
        make: *** [dropdb] Error 2
 
So I figured out that there was no Mysql.pm in
/usr/lib/perl5/5.6.0/DBIx/DataSource/, but there was a mysql.pm... I
copied it to Mysql.pm, then this happened when I ran make dropdb:

        [root at localhost rt-2-0-13]# make dropdb
        /usr/bin/perl   tools/initdb 'Mysql' '/usr' 'localhost' ''
'root' 'rt2' drop
        Now dropping the RT2 database.
        Enter the Mysql password for root:
        About to drop Mysql database rt2.
        WARNING: This will erase all data in rt2.
        If you have an existing RT 2.x installation, this will destroy
all your data.
        Proceed [y/N]:y
        Dropping Mysql database rt2.
        Can't locate object method "drop_database" via package
"DBIx::DataSource::Mysql"
         at (eval 1) line 1, <STDIN> line 2.
I have no idea what is going on... Like I said, i got through make
testdeps no problem...
 
Does anyone have any ideas?
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From Vladimir.Jirasek at t-mobile.cz  Thu Jun 13 10:35:10 2002
From: Vladimir.Jirasek at t-mobile.cz (=?iso-8859-2?Q?Jir=E1sek_Vladim=EDr?=)
Date: Thu, 13 Jun 2002 16:35:10 +0200
Subject: [rt-users] Attachments downloading in WWW interface
Message-ID: <0406DF4D22E26C44AF801374141F00CD094E6B2C@radiomobil.cz>

Hi,

I have RT 2.0.13 running well. However when I send any attachment to the syst?m via email it cannot be downloaded from WWW interface. 
For example URL: https://netmon.rdm.cz/rt/Ticket/Attachment/101/70/ does not exists. There is no numeric directory in Attchments directory on the syst?m.

Thank  you

Ing. Vladim?r Jir?sek
Head of IT Security administration team
RadioMobil a.s
+420-603-402718
PGP key 0xDF2672EF fingerprint: 5348 42AC 7BF1 5BC8 7C3F  90F6 0803 93E2 DF26 72EF



From pandora at wam.umd.edu  Thu Jun 13 15:15:20 2002
From: pandora at wam.umd.edu (Yang Liu)
Date: Thu, 13 Jun 2002 15:15:20 -0400 (EDT)
Subject: [rt-users] Make changes to SrcipAction
Message-ID: <Pine.GSO.4.21.0206131507510.4939-100000@rac1.wam.umd.edu>

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


love,

Cat.

http://wam.umd.edu/~pandora




From misk at g-zone.at  Mon Jun 17 18:08:47 2002
From: misk at g-zone.at (Michael Polivanov)
Date: Tue, 18 Jun 2002 00:08:47 +0200
Subject: [rt-users] RT 2.0 on Debian - mod_perl Problem?
Message-ID: <3D0E5DEF.2050304@g-zone.at>

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

regards,
--michael





From pitz at adenin.rz.uni-konstanz.de  Tue Jun 25 14:02:08 2002
From: pitz at adenin.rz.uni-konstanz.de ('Pitz' Stephan Pietzko)
Date: Tue, 25 Jun 2002 20:02:08 +0200
Subject: [rt-users] Mail Encoding Problem
Message-ID: <20020625200208.A2528@adenin.rz.uni-konstanz.de>

Hi all,

we are using rt-2.0.13 on a OpenBSD machine with sendmail.

Till now we are satisfied with this TT-System, except with the mail
encoding in outgoing mails. We are in germany and we have some special
characters (i.e. ???? <html>&auml;&ouml;&uuml;&szlig;</html>). And any
text send via mail to RT or typed in in the webinterface gets corrupt
when mailed from RT.

I think the problem is the "Content-Type:"-line in the mailheader.
RT uses only "Content-Type: TEXT/PLAIN"
but it should be
"Content-Type: text/plain; charset=iso-8859-1"

Is it possible to add this charset to outgoing mails?

tnx Pitz
-- 
The ultimate metric that I would like to propose for user friendliness
is quite simple:
if this system was a person, how long would it take before you
punched it in the nose?                           -- Tom Carey 



From bpinksto at centenary.edu  Wed Jun 26 15:47:25 2002
From: bpinksto at centenary.edu (bpinksto)
Date: Wed, 26 Jun 2002 14:47:25 -0500
Subject: [rt-users] Watchers
Message-ID: <3CDED359@webmail.centenary.edu>

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

Thanks for any help
Brad Pinkston
Centenary College of LA
IT Department
bpinksto at centenary.edu

bpinksto at centenary.edu




From bpinksto at centenary.edu  Thu Jun 27 12:19:24 2002
From: bpinksto at centenary.edu (Brad Pinkston)
Date: Thu, 27 Jun 2002 11:19:24 -0500
Subject: [rt-users] Template Tokens Docs
Message-ID: <3D1B3B0C.7090904@centenary.edu>

Is there any documentation on template tokens?  I want a scrip to send 
an email to owner when a transaction happens, but I want the entire 
history in every email.  Is there a token for all the transactions on a 
ticket instead of just the most recent?

Thanks,
Brad Pinkston
Centenary College of LA
IT Dept.
bpinksto at centenary.edu