From Kris.Boulez at algonomics.com Fri Mar 1 03:42:12 2002 From: Kris.Boulez at algonomics.com (Kris Boulez) Date: Fri, 1 Mar 2002 09:42:12 +0100 Subject: [rt-users] Links and Tickets and Actions, Oh My! In-Reply-To: <45EDA71CFF25D411A2E400508B6FC52A05E661F3@orportexch1.internal.nextlink.net>; from mark.a.swayne@xo.com on Thu, Feb 28, 2002 at 03:54:21PM -0600 References: <45EDA71CFF25D411A2E400508B6FC52A05E661F3@orportexch1.internal.nextlink.net> Message-ID: <20020301094211.E28967@sienna.algonomics.com> Quoting Swayne, Mark A (mark.a.swayne at xo.com): > Can someone please help me get my head around how linking tickets in RT 2 > works. > > We appear to have kinds of links: > * Parent/Child > * Depends On/Depended On > * Related to > * Merge > > I wouldn't have included merge, if I hadn't read some old discussions on the > subject in the RT-Devel archives. > > What I would like to know about each link type is: > Does this link type cause a change in how a ticket acts (eg, do any special > constraints or side effects closing a ticket apply as a result of this link) > ? How? > > I got the impression that it is possible to tie Actions to link types. I'm > really fuzzy on how this would work. Is this how particular behaviours are > associated with a link type? > I've asked myself the same questions. These links look really cool, but I looked through the archives of this list (only a recent subscriber) and found some postings (sorry no URL's) that there was nothing more behind these links. A quick look through the code pointed in the same direction (i.e. code to manage all the links, but no actions coupled to it). P.S. I hope I'm very wrong on this and someone explains us all the magic :) behind these links. Kris, From maurits.bloos at readershouse-hearst.nl Fri Mar 1 03:44:49 2002 From: maurits.bloos at readershouse-hearst.nl (Maurits Bloos) Date: Fri, 1 Mar 2002 09:44:49 +0100 Subject: [rt-users] Postfix and RT2 Message-ID: <25F8F9A5DA285D41B2CF2D9F1182B3389A1300@wow01.Readershouse.nl> What do you have in your aliases file ? Also have a check what the first 16 lines of rt-mailgate say Something like : -- use lib "/some/dir/where/rt/resides/lib"; use lib "/some/dir/where/rt/resides/etc"; -- -----Original Message----- From: Bruce Pea [mailto:pea at andrewpea.com] Sent: vrijdag 1 maart 2002 0:28 To: Russ Johnson Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Postfix and RT2 I'm getting the exact same error too... bp Quoting Russ Johnson : > I'm getting the following error: > > Feb 28 15:15:55 help postfix/local[3810]: E2FA570005: > to=, relay=local, delay=1, > status=bounced (Command > died with status 2: "/local/rt2/bin/rt-mailgate --queue Network > --action > correspond". Command output: Can't locate config.pm in @INC (@INC > contains: From ian at assv.net Fri Mar 1 05:05:25 2002 From: ian at assv.net (Ian D) Date: 01 Mar 2002 11:05:25 +0100 Subject: [rt-users] Bounce mail? Message-ID: One of my users wonders the following: | I would like a "bounce mail" feature in RT. That way I could get a | ticket from RT, bounce it to my ordinary mail address and answer it | in my ordinary mail reader, including pretty reference headers. Has anybody else done this? -- /Ian D ian at assv.net From okrouhly at civ.zcu.cz Fri Mar 1 05:32:26 2002 From: okrouhly at civ.zcu.cz (Jan Okrouhly) Date: Fri, 1 Mar 2002 11:32:26 +0100 (MET) Subject: [rt-users] Postfix and RT2 In-Reply-To: <25F8F9A5DA285D41B2CF2D9F1182B3389A1300@wow01.Readershouse.nl> Message-ID: On Fri, 1 Mar 2002, Maurits Bloos wrote: > What do you have in your aliases file ? > It seems to me, you don't have perl-suid installed... > Also have a check what the first 16 lines of rt-mailgate say > > Something like : > -- > use lib "/some/dir/where/rt/resides/lib"; > > use lib "/some/dir/where/rt/resides/etc"; > -- > > -----Original Message----- > From: Bruce Pea [mailto:pea at andrewpea.com] > Sent: vrijdag 1 maart 2002 0:28 > To: Russ Johnson > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] Postfix and RT2 > > > > > > I'm getting the exact same error too... > > bp > > > Quoting Russ Johnson : > > > I'm getting the following error: > > > > Feb 28 15:15:55 help postfix/local[3810]: E2FA570005: > > to=, relay=local, delay=1, > > status=bounced (Command > > died with status 2: "/local/rt2/bin/rt-mailgate --queue Network > > --action > > correspond". Command output: Can't locate config.pm in @INC (@INC > > contains: > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > Jan Okrouhly ---------------------------------------\-\-\+\-\-\---okrouhly at civ.zcu.cz--- Laboratory for Computer Science | phone: (420 19) 7491588 University of West Bohemia | location: Univerzitni 22 Americka 42, 306 14 Pilsen, Czech Republic | room: UI404 ------------------------------------------73!-de-OK1INC at OK0PPL.#BOH.CZE.EU- From bruce_campbell at ripe.net Fri Mar 1 07:49:21 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Fri, 1 Mar 2002 13:49:21 +0100 (CET) Subject: [rt-users] Postfix and RT2 In-Reply-To: <5.1.0.14.0.20020228150943.00b3dc50@127.0.0.1> Message-ID: On Thu, 28 Feb 2002, Russ Johnson wrote: > I'm getting the following error: > > Feb 28 15:15:55 help postfix/local[3810]: E2FA570005: > to=, relay=local, delay=1, status=bounced (Command > died with status 2: "/local/rt2/bin/rt-mailgate --queue Network --action > correspond". Command output: Can't locate config.pm in @INC (@INC contains: > /local/rt2/etc /local/rt2/lib /usr/local/lib/perl5/5.6.1/i686-linux > What I'm reading here is "Can't locate config.pm in @INC (@INC contains: > /local/rt2/etc..." > > Well, I have news... config.pm is in /local/rt2/etc. The user that you are executing rt-mailgate does not have permission to access /local/rt2/etc/config.pm . Please check the ownership and permissions on this file, and the same on each directory back down to / to ensure that you are not getting blocked elsewhere. Please note that if you are depending on setuid perl in order for RT to work, that it does actually work. Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From Kendric.Beachey at garmin.com Fri Mar 1 10:00:32 2002 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Fri, 1 Mar 2002 09:00:32 -0600 Subject: [rt-users] RE: unpriv users... SelfService problems... Message-ID: <200203011500.JAA28152@dresden.garmin.com> Hooray! This works!! Thanks man, now I can finally show the SelfService thing to my users! (and yes, I did verify that RT still works for privileged users. :-) ) > -----Original Message----- > From: moreiras at agestado.com.br [mailto:moreiras at agestado.com.br] > Sent: Thursday, February 28, 2002 1:35 PM > To: rt-users at lists.fsck.com > Cc: rickford at ufl.edu; rm at codeon.de; Kendric.Beachey at garmin.com > Subject: unpriv users... SelfService problems... > > > Hi, > > I was experiencing the following problem: > > - a unprivileged user was able to login into the > system, but all the links at SelfService page seems > not working, reopening the same page, even > the Logout link... > > I was able to find similar problems in the list > but not a clue for a solution... Well, I think > that now I'm able to share with the list at least > a clue and a work around: > > I found that in the problematic system, the variable: > > $m->base_comp->path > > have one extra slash (/) in the begining of the > string... I don't know why... > > I first thought that was a bug in the version of the > Mason library, but that wasn't the case... I have > two instalations of RT 2.0.11 with the same version > of the Mason library and one operates > correctly and the other with the error... > > Well, to test if it is the case, one can add the > following lines to the begining of the <%INIT> section > of the autohandler: > > print STDERR "teste de base_comp "; > print STDERR $m->base_comp->path,"\n"; > > then view the result at apache error log: > (tail -f /var/log/httpd/error_log) > > My workaround was to modify two regular expressions > in the autohandler: > > (...) > > #if it's a noauth file, don't ask for auth. > if ($m->base_comp->path =~ '^//NoAuth/') { > $m->call_next(); > $m->abort(); > } > (...) > > # If the user isn\'t privileged, they can only see SelfService > if ((! $session{'CurrentUser'}->Privileged) and > ($m->base_comp->path !~ '^//SelfService/') ) { > $m->comp('/SelfService/index.html'); > $m->abort(); > > (...) > > -- > > > []'s > > Moreiras. > ---------------------------- > Laborat?rio - Ag?ncia Estado > -------------- next part -------------- An HTML attachment was scrubbed... URL: From Kendric.Beachey at garmin.com Fri Mar 1 11:13:03 2002 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Fri, 1 Mar 2002 10:13:03 -0600 Subject: [rt-users] Automatic password generation for autocreated users Message-ID: <200203011613.KAA18882@dresden.garmin.com> I was digging in my bushel basket of old RT mail and I found a note I had tucked away for later, but never got to revisit until now. It described how to make autocreated users get a default password. I went ahead and tried this myself, and I found that RT has evolved a bit since the original message, so the procedure to do this is slightly different now. Here's how I got it to work: In .../rt/lib/RT/Interface/Email.pm, find the section where the subroutine GetCurrentUser is defined. Near the bottom is the section where new users are autocreated. Currently it's about line 408, but that could change as RT evolves. You'll find a call like this: $NewUser->Create(Name => ($Username || $Address), EmailAddress => $Address, RealName => "$Name", Password => undef, Privileged => 0, Comments => 'Autocreated on ticket submission' ); Change that "undef" on the Password line to something else of your choosing--"welcome" or "password" or "kh43jh5445" or whatever. Or you can do what I did, which was to set it to "$Address", so that the user's password will be the same as their email address. Either way, if you grant "ModifySelf" permission to the "Everybody" group, they can change their password from the SelfService area of the web interface. -- Kendric Beachey From nobuo at lucent.com Fri Mar 1 12:50:52 2002 From: nobuo at lucent.com (Nobuo Matsushita) Date: Fri, 01 Mar 2002 10:50:52 -0700 Subject: [rt-users] Does not work anymore! Message-ID: <3C7FBF7C.ED137017@lucent.com> Hi, I am using RT version 2.09. It was working fine, but I needed to move mysql directory to other disk. After I did that, I made a soft link so that the logical location of mysql did not changed. After restarted the apache server and mysql, I can login using valid username and password, but I can not logout anymore. Also I can not see another pages but the start page! How do I fix the problem??? thanks in advance! nobuo From grega.milcinski at ijs.si Fri Mar 1 13:04:13 2002 From: grega.milcinski at ijs.si (Grega Milcinski) Date: 01 Mar 2002 19:04:13 +0100 Subject: [rt-users] enhanced mailgate Message-ID: <1015005853.27828.91.camel@dgi.ijs.si> I installed enhanced mailgate and used it without PGP. As I understood, I can do that, but pseudo-headers would only be applied for new tickets. And it works, but not perfectly. I noticed, that these settings does not work: started starts (due works) resolved priority final-prioritt in mail, I wrote these lines: rt-priority: 10 rt-final-priority: 20 RT-Starts: 02/12/2002 RT-Started: 13/12/2002 RT-resolved: 12/12/2002 Did I misspelled somewhere? I have some more questions: what exactly do I have to do, to add PGP (GPG)? Why time-worked and time-left are not implemented? Are these features different from all the others? Ragards Grega From rt2trouble at morben.ca Fri Mar 1 13:38:28 2002 From: rt2trouble at morben.ca (RT2 Troubles) Date: Fri, 1 Mar 2002 10:38:28 -0800 Subject: [rt-users] RT2 just stops working? Message-ID: <200203011838.g21Iclt07892@buffy.pacificcoast.net> We recently added a few queues to our RT2 install and suddenly correspondence is not getting delivered.. I looked for an error and didn't find one in maillog or messages.. I tried nuking rt2/local/templates, just incase that was a problem and still RT2 *thinks* it sent correspondence but none is sent. Is there a good spot to search for error logs or a method I can apply to tracking the problem? Anyone have experience with this sort of delivery failure? Thanks in advance.. From alexandj at fortrex.com Fri Mar 1 13:44:21 2002 From: alexandj at fortrex.com (Alexander, John) Date: Fri, 1 Mar 2002 13:44:21 -0500 Subject: [rt-users] enhanced mailgate Message-ID: <31AF5A186939D4119C6100104B23BF8523E2BB@tiger.fortrex.com> I too am using the enhanced mailgate without PGP and have noticed the same thing as Grega about certain pseudo-headers not working. John Alexander -----Original Message----- From: Grega Milcinski [mailto:grega.milcinski at ijs.si] Sent: Friday, March 01, 2002 1:04 PM To: rt-users at lists.fsck.com Subject: [rt-users] enhanced mailgate I installed enhanced mailgate and used it without PGP. As I understood, I can do that, but pseudo-headers would only be applied for new tickets. And it works, but not perfectly. I noticed, that these settings does not work: started starts (due works) resolved priority final-prioritt in mail, I wrote these lines: rt-priority: 10 rt-final-priority: 20 RT-Starts: 02/12/2002 RT-Started: 13/12/2002 RT-resolved: 12/12/2002 Did I misspelled somewhere? I have some more questions: what exactly do I have to do, to add PGP (GPG)? Why time-worked and time-left are not implemented? Are these features different from all the others? Ragards Grega _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From darrinw at nixc.net Fri Mar 1 13:49:20 2002 From: darrinw at nixc.net (Darrin Walton) Date: Fri, 1 Mar 2002 13:49:20 -0500 Subject: [rt-users] Does not work anymore! In-Reply-To: <3C7FBF7C.ED137017@lucent.com>; from nobuo@lucent.com on Fri, Mar 01, 2002 at 10:50:52AM -0700 References: <3C7FBF7C.ED137017@lucent.com> Message-ID: <20020301134920.G63148@nixc.net> |+ I am using RT version 2.09. It was working fine, but I needed to move |+ mysql directory to other disk. After I did that, I made a soft link so |+ that the logical location of mysql did not changed. What excatly did you move? The directory that contains the databases, or ? From pea at andrewpea.com Fri Mar 1 13:53:11 2002 From: pea at andrewpea.com (Bruce Pea) Date: Fri, 1 Mar 2002 12:53:11 -0600 Subject: [rt-users] Postfix and RT2 In-Reply-To: References: Message-ID: <1015008791.3c7fce17358ed@www.andrewpea.com> I just searched CPAN for 'perl-suid' and didn't find anything. Could you point me to the module or directions on how I install 'perl-suid'? Thanks - Bruce Quoting Jan Okrouhly : > On Fri, 1 Mar 2002, Maurits Bloos wrote: > > It seems to me, you don't have perl-suid installed... > From alexandj at fortrex.com Fri Mar 1 14:43:30 2002 From: alexandj at fortrex.com (Alexander, John) Date: Fri, 1 Mar 2002 14:43:30 -0500 Subject: [rt-users] Statistics package Message-ID: <31AF5A186939D4119C6100104B23BF8523E2C0@tiger.fortrex.com> The graphics are cool!! Getting there wasn't so cool. Takes preseverence and patience to wade throught the non-stop dependencies. Since I've managed this and am knowledgable in Solaris, I'll try to put together a how-to for dummies (being one). -------------------------------------------------------------------------- John Alexander alexandj at fortrex.com Network Security Operations Manager phone: 301-977-6966 Fortrex Technologies, Inc fax: 301-947-3539 Gaithersburg, MD http://www.fortrex.com Because Your Information is Your Business From nobuo at lucent.com Fri Mar 1 14:44:47 2002 From: nobuo at lucent.com (Nobuo Matsushita) Date: Fri, 01 Mar 2002 12:44:47 -0700 Subject: [rt-users] Does not work anymore! References: <3C7FBF7C.ED137017@lucent.com> <20020301134920.G63148@nixc.net> Message-ID: <3C7FDA2F.2837F79A@lucent.com> Darrin Walton wrote: > > |+ I am using RT version 2.09. It was working fine, but I needed to move > |+ mysql directory to other disk. After I did that, I made a soft link so > |+ that the logical location of mysql did not changed. > > What excatly did you move? The directory that contains the databases, or > ? Yes, mysql is the directory of the mysql database. -- Nobuo Matsushita Lucent Technologies Bell Labs (Formerly AT&T Bell Laboratories) From weirb at noc.air2web.com Fri Mar 1 14:55:07 2002 From: weirb at noc.air2web.com (Brian Weir) Date: Fri, 1 Mar 2002 14:55:07 -0500 (EST) Subject: [rt-users] RT Statistics Package Message-ID: Hi there! I was wondering where I could get information on the RT statistics package, and perhaps download it and see screenshots. If anyone has this information I would be most grateful. Regards, Brian Weir "Have some Pez. They're free!" Microsoft tip: F7 will open the spell checker in most Microsoft applications. From darrinw at nixc.net Fri Mar 1 15:18:06 2002 From: darrinw at nixc.net (Darrin Walton) Date: Fri, 1 Mar 2002 15:18:06 -0500 Subject: [rt-users] Postfix and RT2 In-Reply-To: <1015008791.3c7fce17358ed@www.andrewpea.com>; from pea@andrewpea.com on Fri, Mar 01, 2002 at 12:53:11PM -0600 References: <1015008791.3c7fce17358ed@www.andrewpea.com> Message-ID: <20020301151806.H63148@nixc.net> |+ I just searched CPAN for 'perl-suid' and didn't find anything. Could you point me to the module or directions on how I install 'perl-suid'? SUID Perl is not a CPAN Module. Check the RT FAQ for instrustions. From alexandj at fortrex.com Fri Mar 1 15:46:01 2002 From: alexandj at fortrex.com (Alexander, John) Date: Fri, 1 Mar 2002 15:46:01 -0500 Subject: [rt-users] RT pm's Message-ID: <31AF5A186939D4119C6100104B23BF8523E2C2@tiger.fortrex.com> How does one install the various pm's for RT -- such as PriorityExceeds.pm and Crontab.pm???? -------------------------------------------------------------------------- John Alexander alexandj at fortrex.com Network Security Operations Manager phone: 301-977-6966 Fortrex Technologies, Inc fax: 301-947-3539 Gaithersburg, MD http://www.fortrex.com Because Your Information is Your Business From johan.edstrom at sca.com Fri Mar 1 17:53:57 2002 From: johan.edstrom at sca.com (Edstrom Johan) Date: Fri, 1 Mar 2002 14:53:57 -0800 Subject: [rt-users] RT pm's In-Reply-To: <31AF5A186939D4119C6100104B23BF8523E2C2@tiger.fortrex.com> Message-ID: You can copy those into the rt-lib but you'll need the insertaction / insertcond scripts to activate them All of the above can be downloaded from the rt-addons. From rmillisl at fse.enel.ucalgary.ca Fri Mar 1 15:57:52 2002 From: rmillisl at fse.enel.ucalgary.ca (Randy Millis (Lists Acct.)) Date: Fri, 1 Mar 2002 13:57:52 -0700 Subject: [rt-users] Can't locate Apache/DBI.pm in @INC Message-ID: <001e01c1c163$c14237f0$18669f88@enel.ucalgary.ca> Startring apache I get the following error: /etc/init.d/httpd start Starting httpd: Syntax error on line 1465 of /etc/httpd/conf/httpd.conf: Can't locate Apache/DBI.pm in @INC (@INC contains: /usr/lib/perl5/5.6.0/i386-linux /usr/lib/perl5/5.6.0 /usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl . /etc/httpd/ /etc/httpd/lib/perl) at (eval 3) line 3. After adding the following to httpd.conf: DocumentRoot /opt/rt2/WebRT/html ServerName server.my.domain PerlModule Apache::DBI PerlFreshRestart On PerlRequire /opt/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason -------------- next part -------------- An HTML attachment was scrubbed... URL: From rmillisl at fse.enel.ucalgary.ca Fri Mar 1 16:24:46 2002 From: rmillisl at fse.enel.ucalgary.ca (Randy Millis (Lists Acct.)) Date: Fri, 1 Mar 2002 14:24:46 -0700 Subject: [rt-users] Can't locate Apache/DBI.pm in @INC References: <31AF5A186939D4119C6100104B23BF8523E2C7@tiger.fortrex.com> Message-ID: <016e01c1c167$82e7b4e0$18669f88@enel.ucalgary.ca> I did as you suggested: -cut- /usr/local/bin/perl -MCPAN -e 'install Apache::DBI' Going to read /root/.cpan/sources/authors/01mailrc.txt.gz Going to read /root/.cpan/sources/modules/02packages.details.txt.gz Database was generated on Fri, 01 Mar 2002 12:41:04 GMT HTTP::Date not available Going to read /root/.cpan/sources/modules/03modlist.data.gz Apache::DBI is up to date. -cut- And when I started again I got: /etc/init.d/httpd start Starting httpd: Syntax error on line 1465 of /etc/httpd/conf/httpd.conf: Can't locate Apache/DBI.pm in @INC (@INC contains: /usr/lib/perl5/5.6.0/i386-linux /usr/lib/perl5/5.6.0 /usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl . /etc/httpd/ /etc/httpd/lib/perl) at (eval 3) line 3. Any other ideas? ----- Original Message ----- From: Alexander, John To: 'Randy Millis (Lists Acct.)' Sent: Friday, March 01, 2002 2:11 PM Subject: RE: [rt-users] Can't locate Apache/DBI.pm in @INC /usr/local/bin/perl -MCPAN -e 'install Apache::DBI' should do it. Substitue your perl path... -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at netthink.co.uk Fri Mar 1 17:09:56 2002 From: rt at netthink.co.uk (Simon Cozens) Date: Fri, 1 Mar 2002 22:09:56 +0000 Subject: [rt-users] RT Statistics Package In-Reply-To: References: Message-ID: <20020301220956.GB14305@netthink.co.uk> Brian Weir: > I was wondering where I could get information on the RT statistics > package, and perhaps download it and see screenshots. If anyone has this > information I would be most grateful. Due to popular demand, I've put the tarball at http://users.ox.ac.uk/~simon/stats.tar.gz I haven't had time to produce much documentation or any updates yet, but hopefully soon. -- "The elder gods went to Suggoth and all I got was this lousy T-shirt." From rmillisl at fse.enel.ucalgary.ca Fri Mar 1 17:32:09 2002 From: rmillisl at fse.enel.ucalgary.ca (Randy Millis (Lists Acct.)) Date: Fri, 1 Mar 2002 15:32:09 -0700 Subject: [rt-users] Can't locate Apache/DBI.pm in @INC References: <31AF5A186939D4119C6100104B23BF8523E2CB@tiger.fortrex.com> Message-ID: <000801c1c170$ecd78610$18669f88@enel.ucalgary.ca> Thanks I'll try that. ----- Original Message ----- From: Alexander, John To: 'Randy Millis (Lists Acct.)' Sent: Friday, March 01, 2002 3:04 PM Subject: RE: [rt-users] Can't locate Apache/DBI.pm in @INC Randy, You can also get rid of that HTTP::Date thing by installing libwww perl -MCPAN -e 'install Bundle::LWP' If that fails, you can go here: http://search.cpan.org/search?dist=libwww-perl and get it and do the gunzip, tar, perl Makefile.PL, make, make test, make install John -----Original Message----- From: Randy Millis (Lists Acct.) [mailto:rmillisl at fse.enel.ucalgary.ca] Sent: Friday, March 01, 2002 4:25 PM To: Alexander, John Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Can't locate Apache/DBI.pm in @INC I did as you suggested: -cut- /usr/local/bin/perl -MCPAN -e 'install Apache::DBI' Going to read /root/.cpan/sources/authors/01mailrc.txt.gz Going to read /root/.cpan/sources/modules/02packages.details.txt.gz Database was generated on Fri, 01 Mar 2002 12:41:04 GMT HTTP::Date not available Going to read /root/.cpan/sources/modules/03modlist.data.gz Apache::DBI is up to date. -cut- And when I started again I got: /etc/init.d/httpd start Starting httpd: Syntax error on line 1465 of /etc/httpd/conf/httpd.conf: Can't locate Apache/DBI.pm in @INC (@INC contains: /usr/lib/perl5/5.6.0/i386-linux /usr/lib/perl5/5.6.0 /usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl . /etc/httpd/ /etc/httpd/lib/perl) at (eval 3) line 3. Any other ideas? ----- Original Message ----- From: Alexander, John To: 'Randy Millis (Lists Acct.)' Sent: Friday, March 01, 2002 2:11 PM Subject: RE: [rt-users] Can't locate Apache/DBI.pm in @INC /usr/local/bin/perl -MCPAN -e 'install Apache::DBI' should do it. Substitue your perl path... -------------- next part -------------- An HTML attachment was scrubbed... URL: From rmillisl at fse.enel.ucalgary.ca Fri Mar 1 17:36:22 2002 From: rmillisl at fse.enel.ucalgary.ca (Randy Millis (Lists Acct.)) Date: Fri, 1 Mar 2002 15:36:22 -0700 Subject: [rt-users] Can't locate Apache/DBI.pm in @INC References: <31AF5A186939D4119C6100104B23BF8523E2CB@tiger.fortrex.com> Message-ID: <001701c1c171$85e9ecd0$18669f88@enel.ucalgary.ca> What's that doing (or not in this case) for me? It appears installed though now:-) Writing /usr/lib/perl5/site_perl/5.6.0/i386-linux/auto/libwww-perl/.packlist Appending installation info to /usr/lib/perl5/5.6.0/i386-linux/perllocal.pod /usr/bin/make install -- OK ----- Original Message ----- From: Alexander, John To: 'Randy Millis (Lists Acct.)' Sent: Friday, March 01, 2002 3:04 PM Subject: RE: [rt-users] Can't locate Apache/DBI.pm in @INC Randy, You can also get rid of that HTTP::Date thing by installing libwww perl -MCPAN -e 'install Bundle::LWP' If that fails, you can go here: http://search.cpan.org/search?dist=libwww-perl and get it and do the gunzip, tar, perl Makefile.PL, make, make test, make install John -----Original Message----- From: Randy Millis (Lists Acct.) [mailto:rmillisl at fse.enel.ucalgary.ca] Sent: Friday, March 01, 2002 4:25 PM To: Alexander, John Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Can't locate Apache/DBI.pm in @INC I did as you suggested: -cut- /usr/local/bin/perl -MCPAN -e 'install Apache::DBI' Going to read /root/.cpan/sources/authors/01mailrc.txt.gz Going to read /root/.cpan/sources/modules/02packages.details.txt.gz Database was generated on Fri, 01 Mar 2002 12:41:04 GMT HTTP::Date not available Going to read /root/.cpan/sources/modules/03modlist.data.gz Apache::DBI is up to date. -cut- And when I started again I got: /etc/init.d/httpd start Starting httpd: Syntax error on line 1465 of /etc/httpd/conf/httpd.conf: Can't locate Apache/DBI.pm in @INC (@INC contains: /usr/lib/perl5/5.6.0/i386-linux /usr/lib/perl5/5.6.0 /usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl . /etc/httpd/ /etc/httpd/lib/perl) at (eval 3) line 3. Any other ideas? ----- Original Message ----- From: Alexander, John To: 'Randy Millis (Lists Acct.)' Sent: Friday, March 01, 2002 2:11 PM Subject: RE: [rt-users] Can't locate Apache/DBI.pm in @INC /usr/local/bin/perl -MCPAN -e 'install Apache::DBI' should do it. Substitue your perl path... -------------- next part -------------- An HTML attachment was scrubbed... URL: From rmillisl at fse.enel.ucalgary.ca Fri Mar 1 17:36:19 2002 From: rmillisl at fse.enel.ucalgary.ca (Randy Millis (Lists Acct.)) Date: Fri, 1 Mar 2002 15:36:19 -0700 Subject: [rt-users] Can't locate Apache/DBI.pm in @INC References: <31AF5A186939D4119C6100104B23BF8523E2CB@tiger.fortrex.com> Message-ID: <001601c1c171$85abf970$18669f88@enel.ucalgary.ca> What's that doing (or not in this case) for me? It appears installed though now:-) Writing /usr/lib/perl5/site_perl/5.6.0/i386-linux/auto/libwww-perl/.packlist Appending installation info to /usr/lib/perl5/5.6.0/i386-linux/perllocal.pod /usr/bin/make install -- OK ----- Original Message ----- From: Alexander, John To: 'Randy Millis (Lists Acct.)' Sent: Friday, March 01, 2002 3:04 PM Subject: RE: [rt-users] Can't locate Apache/DBI.pm in @INC Randy, You can also get rid of that HTTP::Date thing by installing libwww perl -MCPAN -e 'install Bundle::LWP' If that fails, you can go here: http://search.cpan.org/search?dist=libwww-perl and get it and do the gunzip, tar, perl Makefile.PL, make, make test, make install John -----Original Message----- From: Randy Millis (Lists Acct.) [mailto:rmillisl at fse.enel.ucalgary.ca] Sent: Friday, March 01, 2002 4:25 PM To: Alexander, John Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Can't locate Apache/DBI.pm in @INC I did as you suggested: -cut- /usr/local/bin/perl -MCPAN -e 'install Apache::DBI' Going to read /root/.cpan/sources/authors/01mailrc.txt.gz Going to read /root/.cpan/sources/modules/02packages.details.txt.gz Database was generated on Fri, 01 Mar 2002 12:41:04 GMT HTTP::Date not available Going to read /root/.cpan/sources/modules/03modlist.data.gz Apache::DBI is up to date. -cut- And when I started again I got: /etc/init.d/httpd start Starting httpd: Syntax error on line 1465 of /etc/httpd/conf/httpd.conf: Can't locate Apache/DBI.pm in @INC (@INC contains: /usr/lib/perl5/5.6.0/i386-linux /usr/lib/perl5/5.6.0 /usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl . /etc/httpd/ /etc/httpd/lib/perl) at (eval 3) line 3. Any other ideas? ----- Original Message ----- From: Alexander, John To: 'Randy Millis (Lists Acct.)' Sent: Friday, March 01, 2002 2:11 PM Subject: RE: [rt-users] Can't locate Apache/DBI.pm in @INC /usr/local/bin/perl -MCPAN -e 'install Apache::DBI' should do it. Substitue your perl path... -------------- next part -------------- An HTML attachment was scrubbed... URL: From russj at dimstar.net Fri Mar 1 18:01:11 2002 From: russj at dimstar.net (Russ Johnson) Date: Fri, 01 Mar 2002 15:01:11 -0800 Subject: [rt-users] Trying again Message-ID: <5.1.0.14.0.20020301145644.00b6b130@127.0.0.1> OK, after a false start, I'm trying again... However, now I'm having a different issue. We have one apache server that we're trying to put several things on. Here's the virtual hosts section: ServerName help.qa.tripwire.com DocumentRoot /var/www/html/dcl # #ServerName rt.qa.tripwire.com #ServerAlias helpfish.qa.tripwire.com #DocumentRoot /usr/local/rt2/WebRT/html #PerlModule Bundle::DBI #PerlRequire /usr/local/rt2/bin/webmux.pl # # SetHandler perl-script # PerlHandler RT::Mason # # I have php pages in /var/www/html/dcl that work fine when I leave the second virtual host (for RT) commented out. If I uncomment the RT section, it breaks DCL. The error log for apache reports the following when trying to access: [Fri Mar 1 15:01:00 2002] [error] [Mason] File does not exist: /usr/local/rt2/WebRT/html/dcl/index.php3 So, it looks like mason is being used for all the pages, even through it's only specified in the second virtual host. Ideas? Russ Johnson Stargate Online http://www.dimstar.net telnet://telnet.dimstar.net ICQ: 3739685 I feel like I'm diagonally parked in a parallel universe. From rt2trouble at morben.ca Fri Mar 1 19:16:11 2002 From: rt2trouble at morben.ca (RT2 Troubles) Date: Fri, 1 Mar 2002 16:16:11 -0800 Subject: [rt-users] Questions about CVS Message-ID: <200203020016.g220GUt13176@buffy.pacificcoast.net> Having never used CVS before I was wondering if there's some simple instructions for performing an RT2 upgrade under CVS. I understand there's nothing stable to upgrade to at the moment, but I'd like to be prepared for comming releases. Thanks! From cg at cdegroot.com Sat Mar 2 06:10:36 2002 From: cg at cdegroot.com (Cees de Groot) Date: 2 Mar 2002 12:10:36 +0100 Subject: [rt-users] FCGI and content type Message-ID: We have installed RT under FCGI (for starters, because two RT setups in two sections wouldn't work and as we plan to do managed RT hosting as a service to our customers, I need to have multiple RT installations on a single box; starting a separate webserver would be an option, but a rather heavyweight one b/c it'd need an IP address per installation), and it's all going fine except for the fact that attachments aren't spit out with the correct content-type. The RT installation docs allude to this problem in the FCGI section, because they tell you to move the RT images (logo, spacers) somewhere outside the FCGI realm. Is there something that can be done here? -- Cees de Groot http://www.cdegroot.com GnuPG 1024D/E0989E8B 0016 F679 F38D 5946 4ECD 1986 F303 937F E098 9E8B From rich+rt at lafferty.ca Sat Mar 2 12:41:34 2002 From: rich+rt at lafferty.ca (Rich Lafferty) Date: Sat, 2 Mar 2002 12:41:34 -0500 Subject: [rt-users] FCGI and content type In-Reply-To: ; from cg@cdegroot.com on Sat, Mar 02, 2002 at 12:10:36PM +0100 References: Message-ID: <20020302124134.A28606@lafferty.ca> On Sat, Mar 02, 2002 at 12:10:36PM +0100, Cees de Groot (cg at cdegroot.com) wrote: > We have installed RT under FCGI (for starters, because two RT setups in > two sections wouldn't work and as we plan to do managed > RT hosting as a service to our customers, I need to have multiple RT > installations on a single box; starting a separate webserver would be > an option, but a rather heavyweight one b/c it'd need an IP address > per installation), You can avoid that with one server ProxyPass-ing to all of the others, with all of the others listening to localhost on wacky ports. > and it's all going fine except for the fact that attachments aren't > spit out with the correct content-type. This is fixed in CVS; you can fix it yourself with the patch in http://lists.fsck.com/pipermail/rt-devel/2002-January/001938.html > The RT installation docs allude to this problem in the FCGI section, > because they tell you to move the RT images (logo, spacers) > somewhere outside the FCGI realm. That's a different problem. -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 m.cranston at cqu.edu.au Sat Mar 2 15:07:09 2002 From: m.cranston at cqu.edu.au (Mary Cranston) Date: Sun, 3 Mar 2002 06:07:09 +1000 Subject: [rt-users] 2 things: Customised AutoReply to a queue & Subject Content Message-ID: <406600590A99D511869600A0C9ED0C35072240@stargate> G'day, As a newbie to RT and this list, my apologies if I am able to search elsewhere for the answers to these questions. Duplicate AutoReply to a queue ------------------------------ I have created a customised AutoReply Template/Scrip to a new queue and now a requestor receives both the specific AutoReply and the Global AutoReply on the creation of a new ticket : Global Scrip: OnCreate AutoreplyToRequestors with template Autoreply Queue Scrip: OnCreate AutoreplyToRequestors with template Helpdesk template: Autoreply Question: How do I disable the global scrip for a queue? Subject of report to user ------------------------- Currently, the subject line of the global scrip for notifying the requestor of a transaction (Request # was acted upon), using the global scrips, returns the following : Subject: HASH(0x8e31a5c) Question: Where do I go to enable the Subject() to be inserted here? Pointers to the solution or documentation to read, will be very much appreciated. Many thanks, Mary. ======================================= _--_|\ Mary Cranston WebAdmin -/------*- Informatics & Communication \_.--._/ CQU Rockhampton Q Aust 4702 v Telephone: +61 7 4930 9029 Website: http://www.infocom.cqu.edu.au/ ======================================= From G.Clitheroe at gns.cri.nz Sun Mar 3 16:06:16 2002 From: G.Clitheroe at gns.cri.nz (Geoff Clitheroe) Date: Mon, 4 Mar 2002 10:06:16 +1300 Subject: [rt-users] sendmail and apache virtual hosts Message-ID: Hi I'm running RT on RedHat 7.2. I run RT under an apache virtual host, faults.geonet.org.nz on the host ultor.geonet.org.nz When auto replies are sent to tickets the reply to address resolves to things like dmc at ultor.geonet.org.nz instead of dmc at faults.geonet.org.nz, which is set in the queue email address (and is what I would like the Reply-to header set to). I think the translation is occuring during the cannoniacal lookup in sendmail. Any ways to fix this? Did I miss something really obvious? Cheers, Geoff From bje at apnic.net Sun Mar 3 18:13:09 2002 From: bje at apnic.net (Byron Ellacott) Date: 04 Mar 2002 09:13:09 +1000 Subject: [rt-users] importing a whack of old tickets into a week old install In-Reply-To: <20020228122449.27a077f4.speedr@datawave.ca> References: <20020228122449.27a077f4.speedr@datawave.ca> Message-ID: <1015197189.22797.3.camel@ping> On Fri, 2002-03-01 at 06:24, Ryan Speed wrote: > Is is safe for me to write a perl script that re-writes the ticket id's and inserts them into the live database? How will it effect RT if there are tickets with a higher ticket number but older timestamps? Yes, but no. I cannot see a reason why RT2 would object if you did this, but if someone replies to a ticket that's been renumbered, their reply will be lost, or added to the wrong ticket. Perhaps you can renumber only those that would conflict and hope that's far enough back in time that you won't get new correspondence on them? If you do renumber the tickets, be extra careful to ensure you've updated all references to the ticket id in other tables ;) -- bje From alexandj at fortrex.com Sun Mar 3 21:21:56 2002 From: alexandj at fortrex.com (Alexander, John) Date: Sun, 3 Mar 2002 21:21:56 -0500 Subject: [rt-users] RT Statistics Package Message-ID: <31AF5A186939D4119C6100104B23BF8523E2D9@tiger.fortrex.com> I'm hacking the Statistics package to get it to return total time worked by queue by day. Am I on the right track with this?? $tix -> LimitStatus(VALUE => "resolved"); my @tix=@{$tix=>ItemsArrayRef}; my $total; $total += ($_ -> TimeWorked) for @tix; <& TimeWorkedAsString, TimeWorked => $total &> I was working from the Stats "Resolved.html" file. TIA John Alexander From rt at simon-cozens.org Fri Mar 1 05:41:40 2002 From: rt at simon-cozens.org (Simon Cozens) Date: Fri, 1 Mar 2002 10:41:40 +0000 Subject: [rt-users] color of tickets based on priority In-Reply-To: <1014531213.28059.241.camel@biffhero-laptop> References: <1014531213.28059.241.camel@biffhero-laptop> Message-ID: <20020301104140.GA9016@netthink.co.uk> Rob Walker: > Does anyone out there have patches to color tickets based on priority? > I know that the flexibility of RT hurts us here, as with keystone (where > I am getting the idea from) the priorities are set for you, with 10 low > and 1 high. Here is a screenshot of what I am talking about. Here we use priorities from 1 to 100, with 90-100 as "urgent" and 95-100 as "critical". The patch is relatively self-explanatory, and it should be easy enough to work out how to change the scale and add more colours. ==== //systems/src/rt/webrt/Search/Listing.html#4 (xtext) ==== Index: src/rt/webrt/Search/Listing.html --- src/rt/webrt/Search/Listing.html.~1~ Fri Mar 1 10:33:44 2002 +++ src/rt/webrt/Search/Listing.html Fri Mar 1 10:33:44 2002 @@ -54,7 +54,13 @@ $session{'tickets'}->RedoSearch(); while (my $Ticket = $session{'tickets'}->Next) { $i++; - if ($i % 2) { + if ($Ticket->Priority >= 96) { + $bgcolor = "#ff2222"; + } + elsif ($Ticket->Priority >= 90) { + $bgcolor = "#ff7777"; + } + elsif ($i % 2) { $bgcolor = "#dddddd"; } else { End of Patch -- Skud's Law: The surreality of the universe tends toward a maximum. From johan.edstrom at sca.com Sun Mar 3 22:27:50 2002 From: johan.edstrom at sca.com (Johan Edstrom) Date: Sun, 03 Mar 2002 21:27:50 -0600 Subject: [rt-users] Thoughts to ponder Message-ID: <3C82E9B6.A17B96F7@sca.com> Hi! I'd like to get your input on trying to compile a repository of add-ons as well as "nifty" stuff found on the rt-users list. Having used RT for a while and done quite a few modifications I can see that there is a big demand for all of the nice add-ons made - like the great Stats package or all of Bruces's mods but - also following the lists, most people don't seem to want to base64 decode the mailing lists, and the same requests come up over and over again. I think we'd benefit from something like the Netsaint add-ons or the BigBrother add-on pages or even something Freshmeat similar? Being a very big fan of FreeBSD - I propose a BSD similar model - everything that goes in (As opposed to a linux model) will be "tried and verified" - For untried patches I would not mind adding a "Try it yourself area?" I think I can get space and some BW from my employer, and I was thinking maybe a simple Slash like system to get everything uploaded and somewhat documented? Or should it just simply all be put on sourceforge? /JE From dane at al.com.au Sun Mar 3 23:30:44 2002 From: dane at al.com.au (Dane Rapaport) Date: Mon, 4 Mar 2002 15:30:44 +1100 Subject: [rt-users] sendmail and apache virtual hosts References: Message-ID: <02Mar4.152842est.115354@gateway.al.com.au> Hi Geoff Try this: vi /path/to/rt2/etc/config.pm Search for CanonicalizeAddress ie. "/CanonicalizeAddress" Go from there :) Dane -- Dane Rapaport Systems Administrator and All Round Nice Guy Animal LOGIC, Fox Studios Australia www.animallogic.com p: +61 2 9383 4964 m: 0414 735 922 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Sun Mar 3 23:40:05 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 3 Mar 2002 23:40:05 -0500 Subject: [rt-users] Thoughts to ponder In-Reply-To: <3C82E9B6.A17B96F7@sca.com>; from johan.edstrom@sca.com on Sun, Mar 03, 2002 at 09:27:50PM -0600 References: <3C82E9B6.A17B96F7@sca.com> Message-ID: <20020303234005.G18469@fsck.com> Well, there already is http://fsck.com/pub/rt/contrib, which anyone is welcome to send me files to be included in. I only ask that you package your add-on as a tar file with a readme included both inside and outside the tarball. Additionally, if you're interested in enhancing the online documentation, perhaps with FAQ entries on common modifications, I'd recommend that you join the rt-doc-workers mailinglist and post your proposed new FAQ entries. Significant contributers to rt-doc-workers can even get a username and password to update the online documentation directly ;) -j On Sun, Mar 03, 2002 at 09:27:50PM -0600, Johan Edstrom wrote: > Hi! > > I'd like to get your input on trying to compile > a repository of add-ons as well as "nifty" stuff found on > the rt-users list. Having used RT for a while and done quite a few > modifications I can see that there is a big demand for all of the > nice add-ons made - like the great Stats package or all of Bruces's > mods > but - also following the lists, most people don't seem to want to > base64 decode the mailing lists, and the same requests come up > over and over again. > > I think we'd benefit from something like the Netsaint add-ons or > the BigBrother add-on pages or even something Freshmeat similar? > > Being a very big fan of FreeBSD - I propose a BSD similar model - > everything > that goes in (As opposed to a linux model) will be "tried and verified" > - For untried patches I would not mind adding a "Try it yourself area?" > > I think I can get space and some BW from my employer, and I was > thinking maybe a simple Slash like system to get everything uploaded and > somewhat documented? > > Or should it just simply all be put on sourceforge? > > > /JE > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- http://www.bestpractical.com/products/rt -- Trouble Ticketing. Free. From darren at dazza.org Mon Mar 4 00:21:54 2002 From: darren at dazza.org (Darren Nickerson) Date: Mon, 04 Mar 2002 00:21:54 -0500 Subject: [rt-users] two domains, one RT? In-Reply-To: Message from Rich West of "Wed, 27 Feb 2002 20:33:53 EST." <3C7D8901.9020205@wesmo.com> Message-ID: <20020304052159.C35655FA02@hewes.dazza.org> >>>>> On Wed, 27 Feb 2002, "Rich" == Rich West wrote: Rich> I can safely say that running multiple seperate instances of RT2 on a Rich> single machine with a single instance of Apache is definitely possible Rich> (and done so quite easily, I will add) with mod_fastcgi. Rich> I have been doing the very same thing for some time now.. Thanks for the recommendation! Seems I was not going to get very far with mod_perl. I finally had time to look at mod_fastcgi this weekend. Once I got past the problem with the broken images by placing them outside of the RT area and redefining $WebImagesURL, things seem to be working nicely. -Darren From che at debian.org Mon Mar 4 04:12:12 2002 From: che at debian.org (Ben Gertzfield) Date: Mon, 04 Mar 2002 18:12:12 +0900 Subject: [rt-users] [PATCH] Japanese support in RT 2.0.11 Message-ID: <87664cr91v.fsf@nausicaa.interq.or.jp> I have patched Request Tracker 2.0.11 to work with Japanese, and both email and web work correctly now. Outgoing emails and incoming emails are both supported in Japanese. This patch does not deal with any languages other than Japanese and English, and in fact will probably break if German/French/Russian/whatever messages are sent. This patch requires Jcode.pm from http://openlab.ring.gr.jp/Jcode/ to be installed. It stores all data in the DB in EUC-JP, and converts incoming emails from ISO-2022-JP to EUC-JP. The subject line is correctly MIME decoded/encoded with Base64 then converted, as well. You will want to tell your web server to serve all pages for RT as EUC-JP. In my apache httpd.conf, I used: AddDefaultCharset euc-jp The patch is available at: http://nausicaa.interq.or.jp/rt/rt-japanese.patch Patch follows, against Request Tracker version 2.0.11. diff -ruN rt-2-0-11.orig/lib/RT/Action/SendEmail.pm rt-2-0-11/lib/RT/Action/SendEmail.pm --- rt-2-0-11.orig/lib/RT/Action/SendEmail.pm Wed Nov 7 08:04:17 2001 +++ rt-2-0-11/lib/RT/Action/SendEmail.pm Mon Mar 4 17:25:25 2002 @@ -2,6 +2,8 @@ # Copyright 2000 Jesse Vincent and Tobias Brox # Released under the terms of the GNU Public License +use Jcode; + package RT::Action::SendEmail; require RT::Action::Generic; @@ -98,6 +100,19 @@ $MIMEObj->make_singlepart; + + if (Jcode::getcode($MIMEObj->as_string) ne 'ascii') { + $MIMEObj->head->set('content-type', 'text/plain; charset=iso-2022-jp'); + my $body_r = $MIMEObj->bodyhandle->open("r"); + my $body; + while (defined($_ = $body_r->getline)) { + $body .= Jcode->new($_)->iso_2022_jp; + } + $body_r->close; + my $body_w = $MIMEObj->bodyhandle->open("w"); + $body_w->print($body); + $body_w->close; + } #If we don't have any recipients to send to, don't send a message; @@ -292,6 +307,11 @@ unless ($self->TemplateObj->MIMEObj->head->get('From')) { my $friendly_name=$self->TransactionObj->CreatorObj->RealName; # TODO: this "via RT" should really be site-configurable. + # hack for Japanese - che at debian.org + if (Jcode::getcode($friendly_name) ne 'ascii') { + $friendly_name = Jcode->new($friendly_name)->mime_encode(); + } + $self->SetHeader('From', "$friendly_name via RT <$replyto>"); } @@ -396,7 +416,8 @@ sub SetSubject { my $self = shift; - unless ($self->TemplateObj->MIMEObj->head->get('Subject')) { + my $subj = $self->TemplateObj->MIMEObj->head->get('Subject'); + if (not $subj) { my $message=$self->TransactionObj->Message; my $ticket=$self->TicketObj->Id; @@ -423,11 +444,21 @@ $subject =~ s/(\r\n|\n|\s)/ /gi; + # hack for Japanese + if (Jcode::getcode($subject) ne 'ascii') { + $subject = Jcode->new($subject)->mime_encode(); + } + chomp $subject; $self->SetHeader('Subject',$subject); - - } - return($subject); + return $subject; + } elsif (Jcode::getcode($subj) ne 'ascii') { + my $newsubj = Jcode->new($subject)->mime_encode(); + $self->SetHeader('Subject', $newsubj); + return $newsubj; + } else { + return $subj; + } } # }}} diff -ruN rt-2-0-11.orig/lib/RT/Interface/Email.pm rt-2-0-11/lib/RT/Interface/Email.pm --- rt-2-0-11.orig/lib/RT/Interface/Email.pm Wed Nov 7 08:04:52 2001 +++ rt-2-0-11/lib/RT/Interface/Email.pm Mon Mar 4 17:33:58 2002 @@ -6,6 +6,7 @@ use strict; use Mail::Address; use MIME::Entity; +use Jcode; BEGIN { use Exporter (); @@ -244,8 +245,14 @@ # }}} (temporary directory) #Ok. now that we're set up, let's get the stdin. + + # Hack for Japanese. + my $body = ''; + while (defined(my $line = )) { + $body .= Jcode->new($line)->euc; + } my $entity; - unless ($entity = $parser->read(\*STDIN)) { + unless ($entity = $parser->parse_data($body)) { die "couldn't parse MIME stream"; } #Now we've got a parsed mime object. @@ -254,10 +261,15 @@ my $head = $entity->head; # TODO - information about the charset is lost here! - $head->decode; + #$head->decode; + foreach my $header (qw(Subject To From Cc)) { + if ($head->count($header)) { + $head->replace($header, + Jcode->new($head->get($header))->mime_decode->euc); + } + } return ($entity, $head); - } # }}} -- Brought to you by the letters M and Y and the number 19. "You should be glad you don't have diaper rash. Mah Jongg." Debian GNU/Linux maintainer of Gimp and Nethack -- http://www.debian.org/ From laborie at sbm.net.sa Mon Mar 4 04:35:31 2002 From: laborie at sbm.net.sa (Fabrice LABORIE) Date: Mon, 4 Mar 2002 12:35:31 +0300 Subject: [rt-users] web_create template equivalent for RT2.x ? Message-ID: <05b801c1c35f$edc27c60$ac202ed4@sbm.net.sa> Hi, I am not able to figure out how to have a default skeleton for a ticket in RT2.0.12pre4 created with WebRT. in RT1.x I was able to edit the web_create file... now in RT2 I believe that templates are used by the scrips. I created a template with the web interface. gave it a name web_create template. but when I create a new ticket this template is not used. I don't think any of the existing scrip can be used to do linked with this template . any idea on how to do it?? thanks fabrice. From okrouhly at civ.zcu.cz Mon Mar 4 04:49:19 2002 From: okrouhly at civ.zcu.cz (Jan Okrouhly) Date: Mon, 4 Mar 2002 10:49:19 +0100 (MET) Subject: [rt-users] web_create template equivalent for RT2.x ? In-Reply-To: <05b801c1c35f$edc27c60$ac202ed4@sbm.net.sa> Message-ID: On Mon, 4 Mar 2002, Fabrice LABORIE wrote: > Hi, > > I am not able to figure out how to have a default skeleton for a ticket in > RT2.0.12pre4 > created with WebRT. > > in RT1.x I was able to edit the web_create file... > > now in RT2 I believe that templates are used by the scrips. > I created a template with the web interface. gave it a name web_create > template. > but when I create a new ticket this template is not used. > I don't think any of the existing scrip can be used to do linked with this > template . > > any idea on how to do it?? I don't know how about 2.0.12, but 2.0.9 (I use) it has just internal structures prepared for that only. It is not implemented yet. Scrips weren't activated when it prepare the 'web_create' form. To program it it's not hard, but I don't suggest you to do it yourself due to next versions compatibility... > > thanks > > fabrice. > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > Jan Okrouhly ---------------------------------------\-\-\+\-\-\---okrouhly at civ.zcu.cz--- Laboratory for Computer Science | phone: (420 19) 7491588 University of West Bohemia | location: Univerzitni 22 Americka 42, 306 14 Pilsen, Czech Republic | room: UI404 ------------------------------------------73!-de-OK1INC at OK0PPL.#BOH.CZE.EU- From grega.milcinski at ijs.si Mon Mar 4 06:39:03 2002 From: grega.milcinski at ijs.si (Grega Milcinski) Date: 04 Mar 2002 12:39:03 +0100 Subject: [rt-users] enhanced mailgate Message-ID: <1015241943.17267.3.camel@sisde.ijs.si> What does the option permitReplyAttacks do? I turned it on, but I cannot see any difference - replied tickets are still not processed with enhanced mailgate. i do not have PGP Regards Grega From bruce_campbell at ripe.net Mon Mar 4 07:17:48 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Mon, 4 Mar 2002 13:17:48 +0100 (CET) Subject: [rt-users] 2 things: Customised AutoReply to a queue & Subject Content In-Reply-To: <406600590A99D511869600A0C9ED0C35072240@stargate> Message-ID: On Sun, 3 Mar 2002, Mary Cranston wrote: > Question: How do I disable the global scrip for a queue? If a global scrip is installed, it is applicable for each queue. You solution in this instance is to apply an autoreply scrip seperately on each of your queues before disabling the global scrip. (Configuration->Global->Scrips and the 'disable' checkbox beside each Scrip) > Currently, the subject line of the global scrip for notifying the > requestor of a transaction (Request # was acted upon), using the global > scrips, returns the following : > > Subject: HASH(0x8e31a5c) > > Question: Where do I go to enable the Subject() to be inserted here? Check the template for this Scrip. The install for rt-2-0-11 had an extra '}' in the Subject line, resulting in the argument being supplied incorrectly. Refer to: http://lists.fsck.com/pipermail/rt-users/2002-February/006955.html Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From bruce_campbell at ripe.net Mon Mar 4 07:30:43 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Mon, 4 Mar 2002 13:30:43 +0100 (CET) Subject: [rt-users] RT pm's In-Reply-To: <31AF5A186939D4119C6100104B23BF8523E2C2@tiger.fortrex.com> Message-ID: On Fri, 1 Mar 2002, Alexander, John wrote: > How does one install the various pm's for RT -- such as PriorityExceeds.pm > and Crontab.pm???? To install an addon for RT, first: Be aware of what you are adding. Is it a ScripCondition? A ScripAction? A tweak to the WebUI ? This information should be in the README for each addon. Know where to put it in the filesystem: ScripConditions are recognised by RT as a perl library 'RT::Condition::whatever'. This indicates that the 'whatever.pm' file would get copied into the 'lib/RT/Condition/' directory. ScripActions are 'RT::Action::whatever', and live in 'lib/RT/Action' Additions to the WebUI go beneath the WebRT/html tree as indicated by the README file. Telling RT about it: In the case of ScripConditions and ScripActions, RT references the SQL database to find a reference to a given ScripCondition or ScripAction. Most addons come with a perl script to add this reference to the SQL database, and should be named as 'insert_type_whatever.pl'. (eg, insert_condition_crontab.pm) You'll probably need to edit this file so it knows where the RT libraries live on your system (copy the 'use lib' lines from your rt-mailgate). Running the script will add the reference to your database. (obviously, look through the script first to make sure that its not doing anything else, and that the author has supplied the references correctly. Essential - the string in 'ExecModule' must exactly match the name of the file you copied (excluding the '.pm'), otherwise RT will not be able to find it) Additions to the WebUI usually only need to be copied into place, and will be recognised when you access them from your web browser. Some (indicated by their README) will require you to restart your web server (that is, stop it, then start it. 'apachectl restart' does not fully reload the perl libraries) Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From bruce_campbell at ripe.net Mon Mar 4 07:36:15 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Mon, 4 Mar 2002 13:36:15 +0100 (CET) Subject: [rt-users] importing a whack of old tickets into a week old install In-Reply-To: <1015197189.22797.3.camel@ping> Message-ID: On 4 Mar 2002, Byron Ellacott wrote: > On Fri, 2002-03-01 at 06:24, Ryan Speed wrote: > > > Is is safe for me to write a perl script that re-writes the ticket id's and inserts them into the live database? How will it effect RT if there are tickets with a higher ticket number but older timestamps? > > Yes, but no. I cannot see a reason why RT2 would object if you did > this, but if someone replies to a ticket that's been renumbered, their > reply will be lost, or added to the wrong ticket. Perhaps you can > renumber only those that would conflict and hope that's far enough back > in time that you won't get new correspondence on them? In any case, if you're ever in the instance of having a new installation as a temporary measure (or slow upgrade), put a fake row in the Tickets table with an id number above the highest number in the previous installation. This will insure that new tickets created will be numbered (thanks to auto_increment on the id column) in a way that doesn't conflict with your previous ticketing system. Not that Byron or I have any liking for keeping the same numbering system or anything ;) -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From bruce_campbell at ripe.net Mon Mar 4 14:56:37 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Mon, 4 Mar 2002 20:56:37 +0100 (CET) Subject: [rt-users] Trying again In-Reply-To: <5.1.0.14.0.20020301145644.00b6b130@127.0.0.1> Message-ID: On Fri, 1 Mar 2002, Russ Johnson wrote: > # > #ServerName rt.qa.tripwire.com > #PerlModule Bundle::DBI Try 'PerlModule Apache::DBI' instead. I'm not sure what the effect of referencing a CPAN module collection (the 'Bundle') would be under Apache, but I daresay that it cannot be good. Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From russj at dimstar.net Mon Mar 4 16:33:45 2002 From: russj at dimstar.net (Russ Johnson) Date: Mon, 04 Mar 2002 13:33:45 -0800 Subject: [rt-users] Trying again In-Reply-To: References: <5.1.0.14.0.20020301145644.00b6b130@127.0.0.1> Message-ID: <5.1.0.14.0.20020304132824.02b4d418@127.0.0.1> Hmm, I copied that directly out of my httpd.conf file on my working version of RT. And actually, RT is working on that box. Although, I changed that line, and suddenly, apache wouldn't run... come to find out that Apache::DBI wasn't installed... Weird... even with that not installed, RT seemed to be working. What would break if Apache::DBI isn't installed? At 08:56 PM 3/4/2002 +0100, you wrote: >On Fri, 1 Mar 2002, Russ Johnson wrote: > > > # > > #ServerName rt.qa.tripwire.com > > #PerlModule Bundle::DBI > >Try 'PerlModule Apache::DBI' instead. I'm not sure what the effect of >referencing a CPAN module collection (the 'Bundle') would be under Apache, >but I daresay that it cannot be good. Russ Johnson Stargate Online http://www.dimstar.net telnet://telnet.dimstar.net ICQ: 3739685 I feel like I'm diagonally parked in a parallel universe. From russj at dimstar.net Mon Mar 4 20:28:14 2002 From: russj at dimstar.net (Russ Johnson) Date: Mon, 04 Mar 2002 17:28:14 -0800 Subject: [rt-users] Send thread back to requester on resolution... Message-ID: <5.1.0.14.0.20020304172632.00b3e5d8@127.0.0.1> I would like to know if RT can be configured to send more details when a ticket is resolved. I am dealing with a specific complaint from some clients that when their tickets are closed they have no idea "what it was". Is it possible to send the entire RT thread on closure? A URL is not useful because it requires a login. Thanks! Russ Johnson Stargate Online http://www.dimstar.net telnet://telnet.dimstar.net ICQ: 3739685 I feel like I'm diagonally parked in a parallel universe. From darrinw at nixc.net Mon Mar 4 20:41:15 2002 From: darrinw at nixc.net (Darrin Walton) Date: Mon, 4 Mar 2002 20:41:15 -0500 Subject: [rt-users] Send thread back to requester on resolution... In-Reply-To: <5.1.0.14.0.20020304172632.00b3e5d8@127.0.0.1>; from russj@dimstar.net on Mon, Mar 04, 2002 at 05:28:14PM -0800 References: <5.1.0.14.0.20020304172632.00b3e5d8@127.0.0.1> Message-ID: <20020304204115.C206@nixc.net> |+ I would like to know if RT can be configured to send more details when a |+ ticket is resolved. I am dealing with a specific complaint from some |+ clients that when their tickets are closed they have no idea "what it was". |+ Is it possible to send the entire RT thread on closure? A URL is not useful |+ because it requires a login. Are you sure you want to send the entire thread of the ticket? Some of it (comments) are meant just to be for your internal use. -darrin From pdh at snapgear.com Mon Mar 4 20:49:43 2002 From: pdh at snapgear.com (Phil Homewood) Date: Tue, 5 Mar 2002 11:49:43 +1000 Subject: [rt-users] Send thread back to requester on resolution... In-Reply-To: <5.1.0.14.0.20020304172632.00b3e5d8@127.0.0.1> References: <5.1.0.14.0.20020304172632.00b3e5d8@127.0.0.1> Message-ID: <20020305014943.GJ8635@luggage> Russ Johnson wrote: > I would like to know if RT can be configured to send more details when a > ticket is resolved. I am dealing with a specific complaint from some > clients that when their tickets are closed they have no idea "what it was". > Is it possible to send the entire RT thread on closure? A URL is not useful > because it requires a login. The attached mini-patch simply makes the default action upon "resolve" be "correspond". This way the text accompanying your resolution will be sent to the requestor. Note, you probably want to kill any "OnResolve NotifyRequestors with template Resolved" scrips if you do this. :-) Not having the aforementioned scrip also has the nice side-effect of allowing you to set the status to "resolved" from the Basics menu without emailing the requestor -- useful if your requestors like to politely thank you for the resolution. ;) -------------- next part -------------- =================================================================== RCS file: /cvs/local/rt/webrt/Ticket/Elements/Tabs,v retrieving revision 1.1.1.1 retrieving revision 1.3 diff -u -p -r1.1.1.1 -r1.3 --- rt/webrt/Ticket/Elements/Tabs 2001/11/07 03:28:02 1.1.1.1 +++ rt/webrt/Ticket/Elements/Tabs 2001/11/12 04:35:21 1.3 @@ -72,7 +72,7 @@ if ($Ticket->CurrentUserHasRight('Modify $actions->{'Resolve'} = { - path => "Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=".$id, + path => "Ticket/Update.html?Action=Respond&DefaultStatus=resolved&id=".$id, title => 'Resolve' }; } From spedersen at cspeed.com Mon Mar 4 20:51:04 2002 From: spedersen at cspeed.com (Shannon Pedersen) Date: Mon, 4 Mar 2002 17:51:04 -0800 Subject: [rt-users] Send thread back to requester on resolution... Message-ID: We modified the "Ticket Resolved" template to include: Subject: {$Ticket->Subject()} Ticket No.: [{$rtname} #{$Ticket->id}] This stopped complaints from our users about not knowing what the resolution was for. -Shannon Pedersen -----Original Message----- From: Russ Johnson [mailto:russj at dimstar.net] Sent: Monday, March 04, 2002 5:28 PM To: rt-users at lists.fsck.com Subject: [rt-users] Send thread back to requester on resolution... I would like to know if RT can be configured to send more details when a ticket is resolved. I am dealing with a specific complaint from some clients that when their tickets are closed they have no idea "what it was". Is it possible to send the entire RT thread on closure? A URL is not useful because it requires a login. Thanks! Russ Johnson Stargate Online From alexandj at fortrex.com Mon Mar 4 21:06:57 2002 From: alexandj at fortrex.com (Alexander, John) Date: Mon, 4 Mar 2002 21:06:57 -0500 Subject: [rt-users] enhanced mailgate Message-ID: <31AF5A186939D4119C6100104B23BF8523E2FA@tiger.fortrex.com> I've got a couple of perl processes which generate e-mails to automatically create tickets for recurring tasks. I'm using the enhanced mailgate in RT to set things like priority and keywords. Has anyone gotten this to work with automatically generated emails from Net::SMTP? I can fire off an e-mail (Outlook) with the appropriate pseudo-headers and it works, but the automatically generated e-mails don't get the pseudo-headers read and set on the ticket. Ideas?? John Alexander From dane at al.com.au Mon Mar 4 21:20:36 2002 From: dane at al.com.au (Dane Rapaport) Date: Tue, 5 Mar 2002 13:20:36 +1100 Subject: [rt-users] Send thread back to requester on resolution... References: <5.1.0.14.0.20020304172632.00b3e5d8@127.0.0.1> <20020304204115.C206@nixc.net> Message-ID: <02Mar5.131914est.115263@gateway.al.com.au> A REALLY good idea would be to include the string of the ticket subject variable in the Resolved template. Ie. Our records indicate that your ticket regarding $subject has been resolved. This would mean that the users would actually know what the resolved ticket was regarding. Especially useful if they have lodged a number of ticket requests. Dane -- Dane Rapaport Systems Administrator and All Round Nice Guy Animal LOGIC, Fox Studios Australia www.animallogic.com p: +61 2 9383 4964 m: 0414 735 922 -------------- next part -------------- An HTML attachment was scrubbed... URL: From russj at dimstar.net Mon Mar 4 22:11:01 2002 From: russj at dimstar.net (Russ Johnson) Date: Mon, 04 Mar 2002 19:11:01 -0800 Subject: [rt-users] Send thread back to requester on resolution... In-Reply-To: <20020304204115.C206@nixc.net> References: <5.1.0.14.0.20020304172632.00b3e5d8@127.0.0.1> <5.1.0.14.0.20020304172632.00b3e5d8@127.0.0.1> Message-ID: <5.1.0.14.0.20020304190942.02602c90@mail.localnet.dimstar.net> Well, yes, you are correct. I'd only want it to send the correspondence. I'll see if sending the subject (as suggested elsewhere) will placate the users. Thanks! At 08:41 PM 3/4/2002 -0500, Darrin Walton wrote: > |+ I would like to know if RT can be configured to send more details > when a > |+ ticket is resolved. I am dealing with a specific complaint from some > |+ clients that when their tickets are closed they have no idea "what > it was". > |+ Is it possible to send the entire RT thread on closure? A URL is not > useful > |+ because it requires a login. > >Are you sure you want to send the entire thread of the ticket? Some of >it (comments) are meant just to be for your internal use. Russ Johnson Stargate Online http://www.dimstar.net telnet://telnet.dimstar.net ICQ: 3739685 It's impossible to sneeze with your eyes open From rob at myinternetplace.net Mon Mar 4 23:44:43 2002 From: rob at myinternetplace.net (Rob Walker) Date: 04 Mar 2002 20:44:43 -0800 Subject: [rt-users] Send thread back to requester on resolution... In-Reply-To: <20020304204115.C206@nixc.net> References: <5.1.0.14.0.20020304172632.00b3e5d8@127.0.0.1> <20020304204115.C206@nixc.net> Message-ID: <1015303483.30547.126.camel@biffhero-laptop> On Mon, 2002-03-04 at 17:41, Darrin Walton wrote: > |+ I would like to know if RT can be configured to send more details when a > |+ ticket is resolved. I am dealing with a specific complaint from some > |+ clients that when their tickets are closed they have no idea "what it was". > |+ Is it possible to send the entire RT thread on closure? A URL is not useful > |+ because it requires a login. > > Are you sure you want to send the entire thread of the ticket? Some of > it (comments) are meant just to be for your internal use. Good point. When I was in the TAC at ciscoSystems, the trouble ticket system had a separate text field for internal notes. This is where you put the sensitive comments. This was important because any customer could go to the web site and read all of the comments in their tickets (as well as add new comments), and follow bug links to the publicly available information on the bug-tracking system. This was a _wonderful_ way for busy customers to interact with us, since they could get to the Net at off hours, and watch the notes we put in to their ticket, or see what the developer had done with any bugs they were watching, things like that. I think that a better way would be to have a "private" checkbox on the RT forms, and then a private bit would be set, and the external people can not see that note. I guess the note about that note would be private, too, so the external user doesn't see "added private note". :-) Since RT is not (legacy) proprietary software, we know it will be much better than what ciscoSystems was trying to purchase with dollars. rob PS. Is there some other quality which cannot be purchased, but must be earned? Like what Bilbo had to be able to have The Ring. We could say that (legacy) proprietary software was missing that quality, but trying to purchase? From ericfei at intervideo.com Tue Mar 5 01:07:48 2002 From: ericfei at intervideo.com (Eric Fei) Date: Mon, 4 Mar 2002 22:07:48 -0800 Subject: [rt-users] created new user, cannot create ticket or see queue Message-ID: Hi, I have a fresh installation of RT 2.0.11. Everything works fine under user root. Created a new user called Eric. When logged in, Eric cannot see any queue.(Default "general" and newly created ones.) And when I try to create a ticket I get this error, "RT Error Queue could not be loaded." Checked rt logs: WebRT: Queue not found () and WebRT: No ticket specified () Any ideas? Thanks in advance, Eric From ian at assv.net Tue Mar 5 02:34:47 2002 From: ian at assv.net (Ian D) Date: 05 Mar 2002 08:34:47 +0100 Subject: [rt-users] created new user, cannot create ticket or see queue In-Reply-To: References: Message-ID: "Eric Fei" writes: > Any ideas? Have you set the ACLs so that your user actually has permissions to do this? -- /Ian D ian at assv.net From bruce_campbell at ripe.net Tue Mar 5 03:43:56 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Tue, 5 Mar 2002 09:43:56 +0100 (CET) Subject: [rt-users] Send thread back to requester on resolution... In-Reply-To: <1015303483.30547.126.camel@biffhero-laptop> Message-ID: On 4 Mar 2002, Rob Walker wrote: > watching, things like that. I think that a better way would be to have > a "private" checkbox on the RT forms, and then a private bit would be > set, and the external people can not see that note. I guess the note > about that note would be private, too, so the external user doesn't see > "added private note". :-) Currently the RT WebUI supports 'correspondence' (stuff which gets mailed to the requestors) and 'comments' (stuff which should stay within the company). There is a future indication of seperating out 'comments' into 'private' and 'public' (see RT::Interface::Web for instance), but there doesn't appear to have been a call for it. > PS. Is there some other quality which cannot be purchased, but must be > earned? Like what Bilbo had to be able to have The Ring. We could say > that (legacy) proprietary software was missing that quality, but trying > to purchase? 'Tenacity' is what I'd use for Hobbits, but it doesn't quite fit in the Open Software model. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From bruce_campbell at ripe.net Tue Mar 5 03:59:10 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Tue, 5 Mar 2002 09:59:10 +0100 (CET) Subject: [rt-users] Trying again In-Reply-To: <5.1.0.14.0.20020304132824.02b4d418@127.0.0.1> Message-ID: On Mon, 4 Mar 2002, Russ Johnson wrote: > Hmm, I copied that directly out of my httpd.conf file on my working version > of RT. > > And actually, RT is working on that box. Although, I changed that line, and > suddenly, apache wouldn't run... come to find out that Apache::DBI wasn't > installed... Weird... even with that not installed, RT seemed to be working. > > What would break if Apache::DBI isn't installed? 'RT' ? Apache::DBI is pretty streamlining chaff for processes running under Apache that use the perl DBI:: modules (eg, database connections). It maintains, per apache process, a connection to the db that is persistent across seperate pages. This means that on each page served, there is not a seperate connection ( plus associated overhead) made to the database. perldoc Apache::DBI will give you more gory details. If its not there, either RT will not work, or it will be much slower (open a seperate connection to the database on each page request). Tuning Apache to run properly under database applications is another ball game all together. Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From darrellb at hhcl.com Tue Mar 5 07:33:19 2002 From: darrellb at hhcl.com (Darrell) Date: Tue, 05 Mar 2002 12:33:19 +0000 Subject: [rt-users] resetting database to inital (clean) state Message-ID: <3C84BB0F.537A962A@hhcl.com> i've just cloned a machine running RT2.x thats been running fine for months as i want to install this for a different company, i just want to reset the database to its inital state -- no users, no tickets etc etc... i'm sure there's a nice enat way to do this? (my backend is mysql) thx for any help! From bruce_campbell at ripe.net Tue Mar 5 08:11:39 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Tue, 5 Mar 2002 14:11:39 +0100 (CET) Subject: [rt-users] resetting database to inital (clean) state In-Reply-To: <3C84BB0F.537A962A@hhcl.com> Message-ID: On Tue, 5 Mar 2002, Darrell wrote: > i've just cloned a machine running RT2.x thats been running fine for > months > > as i want to install this for a different company, i just want to reset > the database to its inital state -- no users, no tickets etc etc... > > i'm sure there's a nice enat way to do this? The original Makefile with RT has the nice targets 'dropdb' and 'initialize.mysql' which may be of assistance. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From joseph85750 at yahoo.com Tue Mar 5 10:34:04 2002 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Tue, 5 Mar 2002 07:34:04 -0800 (PST) Subject: [rt-users] latency when creating/updating tickets Message-ID: <20020305153404.94352.qmail@web13101.mail.yahoo.com> When I first starting using RT last year, creating/updating tickets was quick. Now, when creating or updating an existing ticket, RT takes about a minute to complete the task. However, viewing/searching tickets is instant. I currently have about 100 tickets in my database, and this latency has slowly been getting worse. I'm using postgres, and it runs on the same system as RT. If I run 'top' during the latency, I see no processes taking any significant CPU. My system is a P500, 256M, RH6.2, kernel 2.2.12-20. PostgreSQL 7.1.3, rt.2.0.5_03 Any tips, tweeks, or patch updates that might fix? Thanks! __________________________________________________ Do You Yahoo!? Try FREE Yahoo! Mail - the world's greatest free email! http://mail.yahoo.com/ From russj at dimstar.net Tue Mar 5 12:49:08 2002 From: russj at dimstar.net (Russ Johnson) Date: Tue, 05 Mar 2002 09:49:08 -0800 Subject: [rt-users] Trying again In-Reply-To: References: <5.1.0.14.0.20020304132824.02b4d418@127.0.0.1> Message-ID: <5.1.0.14.0.20020305094448.0240d140@127.0.0.1> Well, it evidently doesn't break it, as I have a fully functional (at least, everything is working..) RT 2.0.7 installed with the following in my httpd.conf: ServerName helpfish.qa.tripwire.com ServerAlias helpfish DocumentRoot /local/rt2/WebRT/html PerlModule Bundle::DBI PerlRequire /local/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason I just checked, and that instance of the string "DBI" is the only instance in my entire conf file. Maybe my new installation (RT 2.0.11) will be faster, although we haven't noticed any performance issues. At 09:59 AM 3/5/2002 +0100, you wrote: >On Mon, 4 Mar 2002, Russ Johnson wrote: > > > Hmm, I copied that directly out of my httpd.conf file on my working version > > of RT. > > > > And actually, RT is working on that box. Although, I changed that line, and > > suddenly, apache wouldn't run... come to find out that Apache::DBI wasn't > > installed... Weird... even with that not installed, RT seemed to be > working. > > > > What would break if Apache::DBI isn't installed? > >'RT' ? > >Apache::DBI is pretty streamlining chaff for processes running under >Apache that use the perl DBI:: modules (eg, database connections). It >maintains, per apache process, a connection to the db that is persistent >across seperate pages. This means that on each page served, there is not >a seperate connection ( plus associated overhead) made to the database. > >perldoc Apache::DBI will give you more gory details. > >If its not there, either RT will not work, or it will be much slower (open >a seperate connection to the database on each page request). > >Tuning Apache to run properly under database applications is another ball >game all together. > >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 Russ Johnson Stargate Online http://www.dimstar.net telnet://telnet.dimstar.net ICQ: 3739685 I feel like I'm diagonally parked in a parallel universe. From johan.edstrom at sca.com Tue Mar 5 14:57:00 2002 From: johan.edstrom at sca.com (Edstrom Johan) Date: Tue, 5 Mar 2002 11:57:00 -0800 Subject: [rt-users] Trying again In-Reply-To: <5.1.0.14.0.20020305094448.0240d140@127.0.0.1> Message-ID: Hmm you most defenitely won't have persistent DB connections. And like it was pointed out before - it should be Apache::DBI This is the way we run it: ServerName helpdesk.na.sca.com DocumentRoot /usr/local/rt2/WebRT/html PerlModule Apache::DBI PerlFreshRestart On PerlRequire /usr/local/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler +Apache::GD::Graph ## These are optional (defaults shown) ## In days: #PerlSetVar Expires 30 # ## In megs: #PerlSetVar CacheSize 5242880 #PerlSetVar ImageType png #PerlSetVar JpegQuality 75 # 0 to 100 #PerlSetVar TTFFontPath /usr/ttfonts: #/var/ttfonts:/usr/X11R6/lib/X11/fonts/ttf/: #/usr/X11R6/lib/X11/fonts/truetype/: #/usr/share/fonts/truetype Unix is like a wigwam - no gates, no windows, apache inside ################################## Johan Edstrom, SCA IT Services johan.edstrom at sca.com Tel : +1 920 727 8821 Fax : +1 920 727 8810 Cell : +1 920 205 6472 ################################## From darren at boston.com Tue Mar 5 13:09:26 2002 From: darren at boston.com (darren chamberlain) Date: Tue, 5 Mar 2002 13:09:26 -0500 Subject: [rt-users] Trying again In-Reply-To: <5.1.0.14.0.20020305094448.0240d140@127.0.0.1> References: <5.1.0.14.0.20020304132824.02b4d418@127.0.0.1> <5.1.0.14.0.20020305094448.0240d140@127.0.0.1> Message-ID: <20020305180926.GD27724@boston.com> Quoting Russ Johnson [Mar 05, 2002 12:52]: > Well, it evidently doesn't break it, as I have a fully > functional (at least, everything is working..) RT 2.0.7 > installed with the following in my httpd.conf: > > > ServerName helpfish.qa.tripwire.com > ServerAlias helpfish > DocumentRoot /local/rt2/WebRT/html > PerlModule Bundle::DBI ^^^^^^^^^^^ This doesn't do anything; it should be Apache::DBI. Bundle::DBI is an empty module (i.e., devoid of Perl). > PerlRequire /local/rt2/bin/webmux.pl > > SetHandler perl-script > PerlHandler RT::Mason > > (darren) -- Absence is to love what wind is to fire. It extinguishes the small, it enkindles the great. From darrinw at nixc.net Tue Mar 5 13:22:33 2002 From: darrinw at nixc.net (Darrin Walton) Date: Tue, 5 Mar 2002 13:22:33 -0500 Subject: [rt-users] latency when creating/updating tickets In-Reply-To: <20020305153404.94352.qmail@web13101.mail.yahoo.com>; from joseph85750@yahoo.com on Tue, Mar 05, 2002 at 07:34:04AM -0800 References: <20020305153404.94352.qmail@web13101.mail.yahoo.com> Message-ID: <20020305132233.G206@nixc.net> |+ My system is a P500, 256M, RH6.2, kernel 2.2.12-20. |+ PostgreSQL 7.1.3, rt.2.0.5_03 |+ |+ Any tips, tweeks, or patch updates that might fix? You may want to try upgrading versions of RT. RT added postgres speed increases somewhere after I believe 2.0.9. If you upgrade, you'll probably want to recreate the databases with the new schema (with new indexes, etc). Make sure to backup your database before deleting it, and starting again :) -darrin From gary.stainburn at ringways.co.uk Tue Mar 5 13:33:47 2002 From: gary.stainburn at ringways.co.uk (Gary Stainburn) Date: Tue, 5 Mar 2002 18:33:47 +0000 Subject: [rt-users] external authentication In-Reply-To: <20020227162241.E19585@mail.boston.com> References: <1014843841.19921.518.camel@labyrinth.wildbrain.com> <20020227162241.E19585@mail.boston.com> Message-ID: On Wednesday 27 February 2002 9:22 pm, Shane Landrum wrote: > On Wed, Feb 27, 2002 at 01:04:01PM -0800, Jim Meyer (purp at wildbrain.com) wrote: > > We're aiming for the one user, one password paradigm, too; we're > > standardizing around the UNIX passwd file (as served via YP/NIS/NIS+). > > We've chosen to have RT sync itself from our NIS server's passwd map > > whenever the passwd map changes. It took a little scripting and some > > Makefile work, but it's proved effective. > > I'd love to see your code for this, if you'd be willing to share. > > srl Once I do it, I'll let everyone know, but I'm on holiday at the moment, so it won't be for a week or so. However, when I had a look at the comfig.pm, I couldn't see where I needed to put the code (I did only have a quick look) so if someone could point me to the appropriate section I'd appreciate it. -- Gary Stainburn This email does not contain private or confidential material as it may be snooped on by interested government parties for unknown and undisclosed purposes - Regulation of Investigatory Powers Act, 2000 From ericfei at intervideo.com Tue Mar 5 14:10:07 2002 From: ericfei at intervideo.com (Eric Fei) Date: Tue, 5 Mar 2002 11:10:07 -0800 Subject: [rt-users] created new user, cannot create ticket or see queue In-Reply-To: Message-ID: That was it. Thanks! Eric -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Ian D Sent: Monday, March 04, 2002 11:35 PM To: Eric Fei Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] created new user, cannot create ticket or see queue "Eric Fei" writes: > Any ideas? Have you set the ACLs so that your user actually has permissions to do this? -- /Ian D ian at assv.net _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From russj at dimstar.net Tue Mar 5 14:15:23 2002 From: russj at dimstar.net (Russ Johnson) Date: Tue, 05 Mar 2002 11:15:23 -0800 Subject: [rt-users] Trying again In-Reply-To: <20020305180926.GD27724@boston.com> References: <5.1.0.14.0.20020305094448.0240d140@127.0.0.1> <5.1.0.14.0.20020304132824.02b4d418@127.0.0.1> <5.1.0.14.0.20020305094448.0240d140@127.0.0.1> Message-ID: <5.1.0.14.0.20020305111344.00bc4dd8@127.0.0.1> At 01:09 PM 3/5/2002 -0500, you wrote: >Quoting Russ Johnson [Mar 05, 2002 12:52]: > > Well, it evidently doesn't break it, as I have a fully > > functional (at least, everything is working..) RT 2.0.7 > > installed with the following in my httpd.conf: > > > > > > ServerName helpfish.qa.tripwire.com > > ServerAlias helpfish > > DocumentRoot /local/rt2/WebRT/html > > PerlModule Bundle::DBI > ^^^^^^^^^^^ >This doesn't do anything; it should be Apache::DBI. Bundle::DBI >is an empty module (i.e., devoid of Perl). That was my point. Having that misconfigured on my server does not seem to be having any ill effects. Since I'm in the process of replacing that server, and the current one is presently working, I'm leaving it alone. Russ Johnson Stargate Online http://www.dimstar.net telnet://telnet.dimstar.net ICQ: 3739685 How many of you believe in telekinesis? If you do raise my hand... From darren at boston.com Tue Mar 5 16:00:59 2002 From: darren at boston.com (darren chamberlain) Date: Tue, 5 Mar 2002 16:00:59 -0500 Subject: [rt-users] Trying again In-Reply-To: <5.1.0.14.0.20020305111344.00bc4dd8@127.0.0.1> References: <5.1.0.14.0.20020305094448.0240d140@127.0.0.1> <5.1.0.14.0.20020304132824.02b4d418@127.0.0.1> <5.1.0.14.0.20020305094448.0240d140@127.0.0.1> <5.1.0.14.0.20020305111344.00bc4dd8@127.0.0.1> Message-ID: <20020305210059.GK27724@boston.com> Quoting Russ Johnson [Mar 05, 2002 14:26]: > At 01:09 PM 3/5/2002 -0500, you wrote: > >Quoting Russ Johnson [Mar 05, 2002 12:52]: > >> Well, it evidently doesn't break it, as I have a fully > >> functional (at least, everything is working..) RT 2.0.7 > >> installed with the following in my httpd.conf: > >> > >> > >> ServerName helpfish.qa.tripwire.com > >> ServerAlias helpfish > >> DocumentRoot /local/rt2/WebRT/html > >> PerlModule Bundle::DBI > > ^^^^^^^^^^^ > >This doesn't do anything; it should be Apache::DBI. Bundle::DBI > >is an empty module (i.e., devoid of Perl). > > That was my point. Having that misconfigured on my server does > not seem to be having any ill effects. Since I'm in the process > of replacing that server, and the current one is presently > working, I'm leaving it alone. Ah, I see. The thing is, Apache::DBI is *not* necessary; it never is. All it does is redefine a few DBI class methods, so that connections are persistant until a child exits (that's an over-simplification, but essentially true). It makes database access faster, because the connections to the database are already open, but removing it will not cause the database or the app to stop working (unless you are hitting a performance ceiling). The way Apache::DBI and DBI are set up, if you load DBI before Apache::DBI in your httpd.conf, Apache::DBI does not do anything (DBI checks for the existence of Apache::DBI and modifies itself accordingly, not the other way around). In fact, Apache::DBI can *cause* problems, if your database can't handle the number of persistant connections that you are trying to maintain. For example, a mod_perl server with a lot of independent modules, each with their own db to connect to (all running on the same database instance) will each have their own persistent DBI connection under Apache::DBI. With (for example) 10 different modules, and 16 Apache children, we now have 160 persistent connections to the database (keep in mind that Apache::DBI caches connections based on the variables used to connect initially; any change in the DBD string means a new persistent connection). If you are running that app on a web farm, say three machines, we've just jumped to 480 persistent connections to your database machine. If the box running your db is beefy enough, and well configured, this may not phase you; but then again, if your boxen are beefy enough, you may not need Apache::DBI. All that being said, if you are running a single app on a single httpd, accessing a single db server, then Apache::DBI can make a huge difference, especially on databases like Oracle on which connecting is expensive. (darren) -- Buying books would be a good thing if one could also buy the time to read them in: but as a rule the purchase of books is mistaken for the appropriation of their contents. -- Arthur Schopenhauer From pea at andrewpea.com Tue Mar 5 17:16:24 2002 From: pea at andrewpea.com (Bruce Pea) Date: Tue, 05 Mar 2002 16:16:24 -0600 Subject: [rt-users] proxypass problem Message-ID: <200203051616240900.01F52607@192.168.10.7> I have our main web server setup the following way in it's httpd.conf file: ProxyRequests On Order deny,allow Deny from all Allow from All ProxyVia Off CacheRoot "/usr/local/apache/proxy" CacheSize 25 ProxyVia Off CacheRoot "/usr/local/apache/proxy" CacheSize 25 CacheGcInterval 4 CacheMaxExpire 24 CacheLastModifiedFactor 0.1 CacheDefaultExpire 1 #NoCache * ProxyPass /rt http://192.168.10.7/rt2 ProxyPassReverse /rt http:192.168.10.7/rt2 On our RT server I have apache's httpd.conf file configured like this: Alias /rt2 /rt2/WebRT/html/ PerlRequire /rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Allow from All My problem is whenever I try to access RT I get a 'page not found error'. You can try it here: http://www.andrewpea.com/rt I checked the apache log and found the following: [Tue Mar 5 15:46:25 2002] [error] [client 63.255.228.33] File does not exist: /usr/local/apache/htdocs/rt2 The ProxyPass directive doesn't seem to be working. Does anyone have any ideas about what I've done wrong here? Thanks - Bruce -------------- next part -------------- An HTML attachment was scrubbed... URL: From pea at andrewpea.com Tue Mar 5 17:32:51 2002 From: pea at andrewpea.com (Bruce Pea) Date: Tue, 05 Mar 2002 16:32:51 -0600 Subject: [rt-users] Correction: proxypass problem References: <200203051616240900.01F52607@192.168.10.7> Message-ID: <200203051632510910.02043642@192.168.10.7> Correction, the httpd.conf file should read like this: ProxyRequests On Order deny,allow Deny from all Allow from All ProxyVia Off CacheRoot "/usr/local/apache/proxy" CacheSize 25 ProxyVia Off CacheRoot "/usr/local/apache/proxy" CacheSize 25 CacheGcInterval 4 CacheMaxExpire 24 CacheLastModifiedFactor 0.1 CacheDefaultExpire 1 #NoCache * ProxyPass /rt http://192.168.10.7/rt2 ProxyPassReverse /rt http://192.168.10.7/rt2 On our RT server I have apache's httpd.conf file configured like this: Alias /rt2 /rt2/WebRT/html/ PerlRequire /rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Allow from All My problem is whenever I try to access RT I get a 'page not found error'. You can try it here: http://www.andrewpea.com/rt I checked the apache log and found the following: [Tue Mar 5 15:46:25 2002] [error] [client 63.255.228.33] File does not exist: /usr/local/apache/htdocs/rt2 The ProxyPass directive doesn't seem to be working. Does anyone have any ideas about what I've done wrong here? Thanks again - Bruce -------------- next part -------------- An HTML attachment was scrubbed... URL: From darren at boston.com Tue Mar 5 17:37:08 2002 From: darren at boston.com (darren chamberlain) Date: Tue, 5 Mar 2002 17:37:08 -0500 Subject: [rt-users] proxypass problem In-Reply-To: <200203051616240900.01F52607@192.168.10.7> References: <200203051616240900.01F52607@192.168.10.7> Message-ID: <20020305223708.GM27724@boston.com> Quoting Bruce Pea [Mar 05, 2002 17:24]: > I have our main web server setup the following way in it's httpd.conf file: [-- snip --] > You can try it here: http://www.andrewpea.com/rt > > I checked the apache log and found the following: > > [Tue Mar 5 15:46:25 2002] [error] [client 63.255.228.33] File does not exist: /usr/local/apache/htdocs/rt2 Is that in the error log for the proxy or the proxied server? > The ProxyPass directive doesn't seem to be working. Does anyone > have any ideas about what I've done wrong here? What does httpd -l tell you? Do you have mod_proxy installed? If you do, I'd begin by making your 404 page (on both servers) a server-parsed page, putting in them, and see if you are seeing proxy-related environment variables. (darren) -- If only God would give me some clear sign! Like making a large deposit in my name in a Swiss bank. -- Woody Allen From serge at verisity.com Wed Mar 6 03:07:58 2002 From: serge at verisity.com (Sergey Kashirsky) Date: Wed, 06 Mar 2002 10:07:58 +0200 Subject: [rt-users] How can I delete the ticket ? Message-ID: <3C85CE5E.5040709@verisity.com> Hi all We are running RT 2.0.9 The tickets are autocreated on receiving e-mail to "rt" mail account Sometimes its just information or smthng sent by mistake How can I delete those tickets without sending anything to the requester, without marking it DEAD or resolved, just DELETE, and drop it from database ? Thanks, Sergey From linuxbala at yahoo.com Wed Mar 6 06:14:29 2002 From: linuxbala at yahoo.com (Bala) Date: Wed, 6 Mar 2002 03:14:29 -0800 (PST) Subject: [rt-users] how to send mail to email gateway Message-ID: <20020306111429.80009.qmail@web11901.mail.yahoo.com> Hi All, I have configured RT in my local machine (running mysql and sendmail ), now I want to explore(test) it out, I saw the docs, it saying that send mail to email gateway, it will create a token and Nonprivileged user, * which user I have to send mail, so that it will create a ticket and the user(Nonprivileged). * If the ticket is created is it visible to all privileged users or who will get tickets. * If Nonprivileged user created how they login who will assign password for them. * where can I find more info abt how it suppose to work. Sorry!, if the questions are too basic, I am new to this ticketing system. Thanks in advance, -bala- __________________________________________________ Do You Yahoo!? Try FREE Yahoo! Mail - the world's greatest free email! http://mail.yahoo.com/ From Tommy-Wagner at usma.edu Wed Mar 6 06:36:17 2002 From: Tommy-Wagner at usma.edu (Wagner, T. DR EECS) Date: Wed, 6 Mar 2002 06:36:17 -0500 Subject: [rt-users] external authentication Message-ID: I am brand new to RT, and am having a problem configuring external authentication. I am trying to set things up so that users can authenticate to RT using their Windows NT Domain credentials. (Don't say it. It is the environment we operate in and that's what I have to work with.) I have installed Apache::AuthenNTLM and it works. I have the cgi-bin directory set to require authentication through NT and it does just that. A good set of credentials allows access. A bad set does not. The REMOTE_USER environment variable is set to NTDomain\username as you would expect. To accomplish the same with RT I set $WebExternalAuth to "external" (or anything) and configure Apache to require NTLM authentication at the root of the rt2 directory. When I try to hit the RT page, as expected, I am prompted for credentials which I supply. I then get back a blank page. No error messages on the browser. In the apache error_log is the expected message that access failed because of a bad or missing authentication header. Immediately after that in the log is the RT generated HTML for the page I should see at the browser. If I save that HTML to a file and open it in a browser it is exactly what I would have expected at the browser. It shows that I am logged in with the NT domain credentials I supplied (NTDomain\usrname) and the content of the page is just what I should see. But, it's in the apache error_log and not being sent to the browser. I am not Mr. Mod_Perl so this may be something everyone knows the answer to except me. I would appreciate any pointers. Thanks Tommy Wagner Assoc Professor Director of Support Dept of EE&CS United States Military Academy From Dave.Ewart at cancer.org.uk Wed Mar 6 11:05:00 2002 From: Dave.Ewart at cancer.org.uk (Dave Ewart) Date: Wed, 6 Mar 2002 16:05:00 +0000 Subject: [rt-users] Sigs for REPLY, no sigs for COMMENT? Message-ID: <20020306160500.D25945@nemesis.ox.icnet.uk> Dear RT people, Anyone have a nice patch that stops signatures being added to comments? I'd like to only include the signature when doing a REPLY to the Requestor, and not have a signature when just writing a comment ... Dave. -- Dave Ewart Dave.Ewart at cancer.org.uk Computing Manager, Epidemiology Unit, Oxford Cancer Research UK PGP: CC70 1883 BD92 E665 B840 118B 6E94 2CFD 694D E370 From darren at boston.com Wed Mar 6 12:13:49 2002 From: darren at boston.com (darren chamberlain) Date: Wed, 6 Mar 2002 12:13:49 -0500 Subject: [rt-users] Sigs for REPLY, no sigs for COMMENT? In-Reply-To: <20020306160500.D25945@nemesis.ox.icnet.uk> References: <20020306160500.D25945@nemesis.ox.icnet.uk> Message-ID: <20020306171349.GG26088@boston.com> Dave, Quoting Dave Ewart [Mar 06, 2002 11:13]: > Anyone have a nice patch that stops signatures being added to > comments? I'd like to only include the signature when doing a > REPLY to the Requestor, and not have a signature when just > writing a comment ... I'm assuming that are referring to when mail comes into RT. If you are using procmail, you can add a recipe to strip signatures; see for an example. It would have to be modified to run under RT, of course. # Here is the original recipe: :0 * ^Subject: Whatever { :0 fbw | sed -e '/^-- /,$ d' :0: ${DEFAULT} } # Here's a modified version to pipe through rt-mailgate :0 * ^TO_rt@ { :0 fbh | sed -e '/^-- /,$ d' :0 | /path/to/rt2/bin/rt-mailgate --queue general --action correspond } (darren) -- Maybe this world is another planet's hell. -- Aldous Huxley From smylers at gbdirect.co.uk Wed Mar 6 12:21:50 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Wed, 6 Mar 2002 17:21:50 +0000 (GMT) Subject: [rt-users] Customization Advice Message-ID: I've been playing with RT for a couple of weeks now (in odd snatches of time that is, not continuously), I like it, and I want to get it set up and running for us here. I'm beginning to get the hang of which things are where and what it's possible to do, and I seem to have had reasonable success at merely guessing the Mason syntax. What I'm really after is some kind of sanity-check from people who've done this kind of thing before. Listed below are some of the things I'm considering doing. I'd appreciate any warnings people could offer if any of them sound like not a good idea for whatever reason (me misunderstanding how a feature's supposed to be used; thinking I want something that would actually make life harder; suggesting a solution that wouldn't work; whatever ...) Apologies for its length. Responses to only some of these points are still most welcome. * All the default scrip actions result in some sort of e-mail being sent. Presumably it's possible to have other sorts of actions? I was thinking of things like, when an e-mail response is sent to a new ticket it automatically becomes open and owned by the responder. * I've found the table in the database where scrip actions are listed. Presumably to add in new ones I just add a row here with the obvious fields? * The installation guide counsels against creating many queues, especially those for transient projects. I think I want to ignore this advice. One of the things we do is write and maintain various documents, and I'd like to use RT for tracking document issues and enhancements internally. If we use a single queue for all documents we could have a keyword identifying which document it is. But then it's hard to initiate an issue by e-mail for a particular document. Also, it seems to be more effort to have people just seeing requests relating to documents in which they are interested. That's why I think I want one queue per document (each with its own e-mail address). Please let me know if this is stupid. * For a given customer-facing queue, we'd like a new incoming request to be circulated to a bunch of people (since we don't know who'll be in that day, or who ought to deal with it). Once it's been assigned to somebody and they're dealing with it, in general others don't need to know about it. Since we have no need for the Cc/AdminCc distinction (all staff who are involved in something are allowed to change things) I was thinking of making everybody involved be a Cc for the queue (and nobody an AdminCc), then creating a NotifyCcs scrip and setting up: OnCreate NotifyCcs OnCorrespond NotifyRequestor OnCorrespond NotifyOwner OnCorrespond NotifyAdminCcs OnComment NotifyOwner OnComment NotifyAdminCcs That way, after the initial request has been sent to everybody, only the Owner and anybody designated an AdminCc for that ticket gets mailed. Is that sane? * There are some queues in which we'd like external users to be able to see what the state of their queue is. The self-service interface may not be quite good enough for this -- we'd like some users to be able to view all tickets in a particular queue, not just ones they requested. Creating a group for such external users and giving them just SeeQueue and ShowTicket rights. This seems to work. Such an external user doesn't seem to be able to do any damage (insufficient rights errors) but can peruse things such as the list of users and their rights. Should this be of concern? * I'm going to change the webpages quite a bit. At the moment there are seven tabs for a ticket. I think that we want: 1 The main tab similar to the current jumbo tab, that is with all the common information but in an editable format. 2 A history tab with all correspondence and comments on it. 3 A printer-friendly tab with just all the information, so that printing just that page gives a hard copy of absolutely everything known about that ticket. This should include contact information for all requestors (assuming that it is in the RT database). 4 Other tab(s) with anything else not covered by the above. Does anybody see a problem with that? * We currently have many contact details in a different database. It's possible that in time we may decide it's more convenient for RT to be our primary contact DB (especially since everybody who mails us gets added automatically), but I'm not going to be able to convince people of that before we've even started using the software. Initially we'll probably just have e-mail addresses in RT and leave other contact details elsewhere. All contacts at the comment have an ID, from which a URL on our intranet can be formed. To get links from RT to external contact details, we'll need to store this ID in RT. I pondered mis-using the zip code field, then I noticed ExternalContactInfoId in the DB, but can't see anywhere to set this in the gui. Can I create a textbox for setting this field, then form links out of it? * New faxes arrive as gifs on our intranet. It's possible to attach a fax to a ticket by saving the gif with a web-browser to the hard disk, then uploading the same gif back from the disk through the browser using the 'Attach' field of a new comment. I hope it's obvious that this isn't ideal. If I put an 'Attach to ticket number' thing in our fax interface, then directly inserted such faxes in the Attachments table from there, would that work? Would I also need to create a transaction for each new attachment? * For some tasks we have one person responsible for overseeing the task and ensuring it gets done, and somebody else charged with delivering the result to the client. The best way we've thought of arranging this is for the oversee-er to be the ticket Owner, and the deliverer be set with a keyword. This is slightly icky, in that in theory somebody could be assigned to deliver a task by a keyword but not actually have been added as an AdminCc and therefore know nothing about it! Can anybody think of a better way? * We'd prefer to have the ticket tag at the end of the subject line (less intrusive to requestors) and not have "via RT" in the addresses (it's the kind of thing that could puzzle a requestor; our users will be able to spot RT things anyway). To do this I could subclass RT::Action::SendEmail as RT::Action::SendEmailGBdirect and override SetSubjectToken() and SetReturnAddress(). Then I'd have to modify RT::Action::Notify (and ::Autoreply) to be ISA ::SendEmailGBdirect rather than ::SendEmail. It wouldn't be great just to copy ::Notify into the local/ tree and change that one @ISA line, since that means any future RT improvements to that file would be completely ignored as my local version is used instead. So would it work if I created RT::Action::NotifyGBdirect which ISA qw but has no other content? If I understand Perl multiple inheritance correctly, this would take SetSubjectToken() and SetReturnAddress() from ::SendEmailGBdirect and everything else from ::Notify, thereby doing what I want and not clobbering future upgrades. Thanks for wading through the above. Your guidance is appreciated. Smylers -- GBdirect http://www.gbdirect.co.uk/ From Dave.Ewart at cancer.org.uk Wed Mar 6 12:23:55 2002 From: Dave.Ewart at cancer.org.uk (Dave Ewart) Date: Wed, 6 Mar 2002 17:23:55 +0000 Subject: [rt-users] Re: Sigs for REPLY, no sigs for COMMENT? In-Reply-To: <20020306171349.GG26088@boston.com> References: <20020306160500.D25945@nemesis.ox.icnet.uk> <20020306171349.GG26088@boston.com> Message-ID: <20020306172355.I25945@nemesis.ox.icnet.uk> On Wednesday, 06.03.2002 at 12:13 -0500, darren chamberlain wrote: > Quoting Dave Ewart [Mar 06, 2002 11:13]: > > Anyone have a nice patch that stops signatures being added to > > comments? I'd like to only include the signature when doing a REPLY > > to the Requestor, and not have a signature when just writing a > > comment ... > > I'm assuming that are referring to when mail comes into RT ... ... Actually, no ... I'm referring to when you are using the Web interface - sorry if I did not make that clear. If you click on 'Comment', I'd like the signature to be supressed. I'd only like the signature there if it's a reply, and will actually get sent out via email. Any thoughts? Dave. -- Dave Ewart Dave.Ewart at cancer.org.uk Computing Manager, Epidemiology Unit, Oxford Cancer Research UK PGP: CC70 1883 BD92 E665 B840 118B 6E94 2CFD 694D E370 From pea at andrewpea.com Wed Mar 6 12:28:18 2002 From: pea at andrewpea.com (Bruce Pea) Date: Wed, 06 Mar 2002 11:28:18 -0600 Subject: [rt-users] Almost there... except for this References: <200203051616240900.01F52607@192.168.10.7> <200203051632510910.02043642@192.168.10.7> Message-ID: <200203061128180910.010E67A4@192.168.10.7> I have reinstalled RT and everything seemed to go well. When I try to get to RT through the web I get the following error. Can anyone tell me what this means? Thanks - Bruce DBI->connect(dbname=rt2;host=192.168.10.3) failed: FATAL 1: No pg_hba.conf entry for host 192.168.10.3, user rtdaemon, database rt2 at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 121 [Wed Mar 6 17:21:11 2002] [error] Connect Failed FATAL 1: No pg_hba.conf entry for host 192.168.10.3, user rtdaemon, database rt2 at /rt2/lib/RT.pm line 27 -------------- next part -------------- An HTML attachment was scrubbed... URL: From darren at boston.com Wed Mar 6 12:33:33 2002 From: darren at boston.com (darren chamberlain) Date: Wed, 6 Mar 2002 12:33:33 -0500 Subject: [rt-users] Customization Advice In-Reply-To: References: Message-ID: <20020306173333.GH26088@boston.com> Quoting Smylers [Mar 06, 2002 12:26]: > * All the default scrip actions result in some sort of e-mail being > sent. Presumably it's possible to have other sorts of actions? I > was thinking of things like, when an e-mail response is sent to a > new ticket it automatically becomes open and owned by the responder. Take a look at . > * The installation guide counsels against creating many queues, > especially those for transient projects. I think I want to ignore > this advice. > > One of the things we do is write and maintain various documents, and > I'd like to use RT for tracking document issues and enhancements > internally. If we use a single queue for all documents we could > have a keyword identifying which document it is. But then it's hard > to initiate an issue by e-mail for a particular document. Also, it > seems to be more effort to have people just seeing requests relating > to documents in which they are interested. If you do this, and use CVS to manage your documents, you should look into the CVS commit handler at . > * I'm going to change the webpages quite a bit. At the moment there > are seven tabs for a ticket. I think that we want: > > 3 A printer-friendly tab with just all the information, so that > printing just that page gives a hard copy of absolutely > everything known about that ticket. This should include contact > information for all requestors (assuming that it is in the RT > database). No comment other than that I like this idea a lot. It look like you have a lot of fun ahead. Good luck! (darren) -- Competition is a by-product of productive work, not its goal. A creative man is motivated by the desire to achieve, not by the desire to beat others. -- Ayn Rand From bruce_campbell at ripe.net Wed Mar 6 13:28:56 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Wed, 6 Mar 2002 19:28:56 +0100 (CET) Subject: [rt-users] Customization Advice In-Reply-To: Message-ID: On Wed, 6 Mar 2002, Smylers wrote: > What I'm really after is some kind of sanity-check from people who've > done this kind of thing before. Listed below are some of the things I'm > considering doing. You might like to read through http://www.fsck.com/rtfm/ , various files in http://www.fsck.com/pub/rt/contrib , and the Mailing lists linked from http://www.fsck.com/ . A lot of the ideas have been previously brought up, and some have been implemented ;) -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From Daniel.Schwager at dtnet.de Wed Mar 6 15:53:43 2002 From: Daniel.Schwager at dtnet.de (Daniel Schwager) Date: Wed, 06 Mar 2002 21:53:43 +0100 Subject: [rt-users] Bug in commandline tool "rt", 2.0.11 Message-ID: <3C8681D7.A1622283@dtnet.de> Hi, in the commandlinetool rt is a bug in function "ParseRange". The first argument should be "in" and not "self". regards Danny (diff against rt 2-0-11) [root at service /opt/rt2/bin]$ rcsdiff rt =================================================================== RCS file: RCS/rt,v retrieving revision 1.1 diff -r1.1 rt 1110d1109 < my $self = shift; -- ------------------------------------------------------------ DT Netsolution GmbH - Talaeckerstr. 30 - D-70437 Stuttgart Tel: +49-711-849910-32 Fax: +49-711-849910-932 WEB: http://www.dtnet.de/ email: schwager at dtnet.de From pea at andrewpea.com Wed Mar 6 17:40:07 2002 From: pea at andrewpea.com (Bruce Pea) Date: Wed, 06 Mar 2002 16:40:07 -0600 Subject: [rt-users] Please Help... References: <200203051616240900.01F52607@192.168.10.7> <200203051632510910.02043642@192.168.10.7> <200203061128180910.010E67A4@192.168.10.7> Message-ID: <200203061640070520.022BEAFF@192.168.10.7> I've almost got RT running but now I keep getting a Mason error with Record.pm. Does anyone know why this is happening?? Thanks - Bruce ++++++++++++++++++++++++++++++++++++++++++++++++++++ Mason Error error in file: /opt/rt2/lib/RT/Record.pm line 128: Can't call method "CaseSensitive" on an undefined value context: ... 124: my %hash = (@_); 125: 126: # If this database is case sensitive we need to uncase objects for 127: # explicit loading 128: if ($self->_Handle->CaseSensitive) { 129: my %newhash; 130: foreach my $key (keys %hash) { 131: # We don't need to explicitly downcase integers or an id. 132: if ($key =~ '^id$' || $hash{$key} =~/^\d+$/) { ... component stack: /autohandler code stack: /opt/rt2/lib/RT/Record.pm:128 /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:689 /opt/rt2/lib/RT/CurrentUser.pm:185 /opt/rt2/WebRT/data/obj/autohandler:43 -------------- next part -------------- An HTML attachment was scrubbed... URL: From darren at dazza.org Wed Mar 6 17:59:34 2002 From: darren at dazza.org (Darren Nickerson) Date: Wed, 06 Mar 2002 17:59:34 -0500 Subject: [rt-users] Attachments - should they be in emails? Message-ID: <20020306225940.43D0B5FA02@hewes.dazza.org> Folks, I've tried both of my installed RT 2.0.11 setups (mod perl & Mod_fastcgi) and in both cases the web interface "does the right thing"(tm) with attachments, but they're not appearing in email messages. For example, using the web interface I attach a test script for a customer while REPLYing to a ticket using the ATTACH_______(Browse) button/feature. It's attached to the ticket just fine, I can download the attachment from the web interface, but the e-mail which was sent to the customer does NOT contain the attachment. Is it supposed to? What is the purpose of this Attachment: feature otherwise? Internal tracking? For the customer to view via the SelfService interface? -Darren From pdh at snapgear.com Wed Mar 6 18:11:41 2002 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 7 Mar 2002 09:11:41 +1000 Subject: [rt-users] Attachments - should they be in emails? In-Reply-To: <20020306225940.43D0B5FA02@hewes.dazza.org> References: <20020306225940.43D0B5FA02@hewes.dazza.org> Message-ID: <20020306231141.GL363@luggage> Darren Nickerson wrote: > Is it supposed to? What is the purpose of this Attachment: feature > otherwise? Internal tracking? For the customer to view via the SelfService > interface? "Yes". Have a poke around the contrib area for NotifyWithAttachment. From jesse at bestpractical.com Wed Mar 6 18:17:03 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 6 Mar 2002 18:17:03 -0500 Subject: [rt-users] Bug in commandline tool "rt", 2.0.11 In-Reply-To: <3C8681D7.A1622283@dtnet.de>; from Daniel.Schwager@dtnet.de on Wed, Mar 06, 2002 at 09:53:43PM +0100 References: <3C8681D7.A1622283@dtnet.de> Message-ID: <20020306181703.B18469@fsck.com> Thanks, though this is already fixed in recent pre-releases of 2.0.12. In the future, patches should really, really go to rt-devel, where they're more likely to get discussion and get noticed ;) Thanks, Jesse On Wed, Mar 06, 2002 at 09:53:43PM +0100, Daniel Schwager wrote: > Hi, > > in the commandlinetool rt is a bug > in function "ParseRange". The first argument > should be "in" and not "self". > > regards > > Danny > > (diff against rt 2-0-11) > [root at service /opt/rt2/bin]$ rcsdiff rt > =================================================================== > RCS file: RCS/rt,v > retrieving revision 1.1 > diff -r1.1 rt > 1110d1109 > < my $self = shift; > > -- > ------------------------------------------------------------ > DT Netsolution GmbH - Talaeckerstr. 30 - D-70437 Stuttgart > Tel: +49-711-849910-32 Fax: +49-711-849910-932 > WEB: http://www.dtnet.de/ email: schwager at dtnet.de > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- http://www.bestpractical.com/products/rt -- Trouble Ticketing. Free. From pea at andrewpea.com Wed Mar 6 21:50:54 2002 From: pea at andrewpea.com (Bruce Pea) Date: Wed, 06 Mar 2002 20:50:54 -0600 Subject: [rt-users] 2nd Try, Please Help... References: <200203051616240900.01F52607@192.168.10.7> <200203051632510910.02043642@192.168.10.7> <200203061128180910.010E67A4@192.168.10.7> <200203061640070520.022BEAFF@192.168.10.7> Message-ID: <200203062050540030.03118B70@192.168.10.7> RT Users, I've almost got RT running but now I keep getting the following Mason error. I can get to the opening page of RT just fine. When I try to login using any userid or password Mason throws the error below. I havn't got a clue as to why. Thanks for your help - Bruce ++++++++++++++++++++++++++++++++++++++++++++++++++++ Mason Error error in file: /opt/rt2/lib/RT/Record.pm line 128: Can't call method "CaseSensitive" on an undefined value context: ... 124: my %hash = (@_); 125: 126: # If this database is case sensitive we need to uncase objects for 127: # explicit loading 128: if ($self->_Handle->CaseSensitive) { 129: my %newhash; 130: foreach my $key (keys %hash) { 131: # We don't need to explicitly downcase integers or an id. 132: if ($key =~ '^id$' || $hash{$key} =~/^\d+$/) { ... component stack: /autohandler code stack: /opt/rt2/lib/RT/Record.pm:128 /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:689 /opt/rt2/lib/RT/CurrentUser.pm:185 /opt/rt2/WebRT/data/obj/autohandler:43 -------------- next part -------------- An HTML attachment was scrubbed... URL: From mrz at intelenet.net Thu Mar 7 00:54:55 2002 From: mrz at intelenet.net (matthew zeier) Date: Wed, 6 Mar 2002 21:54:55 -0800 Subject: [rt-users] recommendd mysql indices? Message-ID: <013a01c1c59c$9c0ea4e0$0b16160a@Desktop> Are there suggested table indices other than what RT installs by default, that I may want to use? The NOC guys are telling me that it's getting "slower". Thanks. - mz -- matthew zeier - "In mathematics you don't understand things. You just get used to them." - Johann von Neumann From linuxbala at yahoo.com Thu Mar 7 05:56:11 2002 From: linuxbala at yahoo.com (Bala) Date: Thu, 7 Mar 2002 02:56:11 -0800 (PST) Subject: [rt-users] I am getting segmentation fault error!! Message-ID: <20020307105611.7697.qmail@web11901.mail.yahoo.com> Hi All, I installed RT and it seems to be working fine, but some times, the web browser is getting close suddenly, mostly when I press logout, the http and rt log says the following error message. It looks like sending mail in NotifyAsComment part, I am trying to find out, if anybody knows or faced this type of problem, can help me out to solve. Thnx, -bala- Error: ------ RT::Action::NotifyAsComment=HASH(0x9788ac4): Could not send mail for RT::Transaction=HASH(0x9762d98) RT::Action::NotifyAsComment=HASH(0x98c4ce8): Could not send mail for RT::Transaction=HASH(0x9762d98) RT::Action::Notify=HASH(0x9772974): Could not send mail for RT::Transaction=HASH(0x974bb30) [Wed Mar 6 22:21:47 2002] [notice] child pid 3794 exit signal Segmentation fault (11) [Wed Mar 6 23:04:51 2002] [notice] child pid 4083 exit signal Segmentation fault (11) [Wed Mar 6 23:06:28 2002] [notice] child pid 4080 exitsignal Segmentation fault (11) __________________________________________________ Do You Yahoo!? Try FREE Yahoo! Mail - the world's greatest free email! http://mail.yahoo.com/ From andreas.kruthoff at softwired-inc.com Thu Mar 7 08:15:05 2002 From: andreas.kruthoff at softwired-inc.com (Andreas Kruthoff) Date: Thu, 7 Mar 2002 14:15:05 +0100 Subject: [rt-users] RT Statistics Package In-Reply-To: <31AF5A186939D4119C6100104B23BF8523E2D9@tiger.fortrex.com> References: <31AF5A186939D4119C6100104B23BF8523E2D9@tiger.fortrex.com> Message-ID: <200203071315.g27DFA415237@pegasus.dmz.softwired.ch> Is is possible to scale the graph differently, for example for the 'CallsQueueDay' statistics? How would I have to do it? -andreas From alexandj at fortrex.com Thu Mar 7 08:49:29 2002 From: alexandj at fortrex.com (Alexander, John) Date: Thu, 7 Mar 2002 08:49:29 -0500 Subject: [rt-users] enhanced mailgate issues Message-ID: <31AF5A186939D4119C6100104B23BF8523E335@tiger.fortrex.com> I've got a couple of perl processes which generate e-mails to automatically create tickets for recurring tasks. I'm using the enhanced mailgate in RT to set things like priority and keywords. Has anyone gotten this to work with automatically generated emails from Net::SMTP? I can fire off an e-mail (Outlook) with the appropriate pseudo-headers and it works, but the automatically generated e-mails don't get the pseudo-headers read and set on the ticket. Ideas?? Exactly what is enhanced mailgate looking for in the message body? John Alexander From bruce_campbell at ripe.net Thu Mar 7 12:20:29 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Thu, 7 Mar 2002 18:20:29 +0100 (CET) Subject: [rt-users] Customization Advice In-Reply-To: Message-ID: On Wed, 6 Mar 2002, Smylers wrote: > * All the default scrip actions result in some sort of e-mail being > sent. Presumably it's possible to have other sorts of actions? I > was thinking of things like, when an e-mail response is sent to a > new ticket it automatically becomes open and owned by the responder. Quite literally, you can do anything in a ScripAction. You can do anything to merging tickets to commanding a coffee machine to brew a fresh pot when certain content is matched. You are limited in the RT objects that you can immediately access, but a little bit of poking around usually reveals the Right Way in which to do something. > * I've found the table in the database where scrip actions are listed. > Presumably to add in new ones I just add a row here with the obvious > fields? Most of the contributed ScripConditions/ScripActions are supplied with an 'insert' script, where running it will perform the background SQL magic for you. It is easier (and safer) for you to copy one of these and change as appropriate, than to be messing about with SQL INSERT statements. > * The installation guide counsels against creating many queues, > especially those for transient projects. I think I want to ignore > this advice. > > One of the things we do is write and maintain various documents, and > I'd like to use RT for tracking document issues and enhancements > internally. If we use a single queue for all documents we could > have a keyword identifying which document it is. But then it's hard > to initiate an issue by e-mail for a particular document. Also, it > seems to be more effort to have people just seeing requests relating > to documents in which they are interested. > > That's why I think I want one queue per document (each with its own > e-mail address). Please let me know if this is stupid. Yes, its a stupid idea and you should never be allowed out in public. So there. Actually, the main issue against multiple queues is the administration overhead involved in creating and maintaining the queues. Personally I think that a model of one queue per document is an administrative nightmare waiting to happen, however if you think that the overhead is worth it, by all means go ahead. I would suggest modifying the queue listing tabs in the web interface to cut down on the extra clutter though. > * For a given customer-facing queue, we'd like a new incoming request > to be circulated to a bunch of people (since we don't know who'll be > in that day, or who ought to deal with it). Once it's been assigned > to somebody and they're dealing with it, in general others don't > need to know about it. > > Since we have no need for the Cc/AdminCc distinction (all staff who > are involved in something are allowed to change things) I was > thinking of making everybody involved be a Cc for the queue (and > nobody an AdminCc), then creating a NotifyCcs scrip and setting up: > > OnCreate NotifyCcs > OnCorrespond NotifyRequestor > OnCorrespond NotifyOwner > OnCorrespond NotifyAdminCcs > OnComment NotifyOwner > OnComment NotifyAdminCcs > > That way, after the initial request has been sent to everybody, only > the Owner and anybody designated an AdminCc for that ticket gets > mailed. Is that sane? Caution: If a ticket comes in, and the 'owner' remains Nobody, then it is up to the AdminCcs (a possibly much smaller, and busy group of people) to notice this. I would suggest in addition: OnCorrespondOnUnOwned NotifyCcs OnCommentOnUnOwned NotifyCcs > * There are some queues in which we'd like external users to be able > to see what the state of their queue is. The self-service interface > may not be quite good enough for this -- we'd like some users to be > able to view all tickets in a particular queue, not just ones they > requested. > > Creating a group for such external users and giving them just > SeeQueue and ShowTicket rights. This seems to work. Such an > external user doesn't seem to be able to do any damage (insufficient > rights errors) but can peruse things such as the list of users and > their rights. Should this be of concern? You can change the web pages for this. See rt-users in January for details. ( You want to change the Admin tabs to check the $CurrentUser rights before letting them display pages in /Admin/ ) > * We currently have many contact details in a different database. > It's possible that in time we may decide it's more convenient for RT > to be our primary contact DB (especially since everybody who mails > us gets added automatically), but I'm not going to be able to > convince people of that before we've even started using the > software. > > Initially we'll probably just have e-mail addresses in RT and leave > other contact details elsewhere. All contacts at the comment have > an ID, from which a URL on our intranet can be formed. To get links > from RT to external contact details, we'll need to store this ID in > RT. I pondered mis-using the zip code field, then I noticed > ExternalContactInfoId in the DB, but can't see anywhere to set this > in the gui. Can I create a textbox for setting this field, then > form links out of it? Sure, you can do anything ;) > * New faxes arrive as gifs on our intranet. It's possible to attach a > fax to a ticket by saving the gif with a web-browser to the hard > disk, then uploading the same gif back from the disk through the > browser using the 'Attach' field of a new comment. > > I hope it's obvious that this isn't ideal. If I put an 'Attach to > ticket number' thing in our fax interface, then directly inserted > such faxes in the Attachments table from there, would that work? > Would I also need to create a transaction for each new attachment? urm? Possibly the best would be to have the fax interface submit the fax (MIME message) as a ticket comment (via email). Identifying which ticket the fax belows to is left as an exercise for the reader. Let RT's mailgate put the gif into the attachments table, don't reinvent the wheel ;) > * For some tasks we have one person responsible for overseeing the > task and ensuring it gets done, and somebody else charged with > delivering the result to the client. > > The best way we've thought of arranging this is for the oversee-er > to be the ticket Owner, and the deliverer be set with a keyword. > This is slightly icky, in that in theory somebody could be assigned > to deliver a task by a keyword but not actually have been added as > an AdminCc and therefore know nothing about it! Can anybody think > of a better way? Two solutions: a) Use ticket relationships to essentially have two tickets for each issue, one an 'overseer' and 'worker'. Creating these and maintaining it is your problem ;) or b) OnSetKeywordDeliverer AddPersonAsWatcher with template blank OnSetKeywordDeliverer NotifyPerson with template YourTicketNow > * We'd prefer to have the ticket tag at the end of the subject line > (less intrusive to requestors) and not have "via RT" in the > addresses (it's the kind of thing that could puzzle a requestor; our > users will be able to spot RT things anyway). > > So would it work if I created RT::Action::NotifyGBdirect which ISA > qw but has no > other content? If I understand Perl multiple inheritance correctly, > this would take SetSubjectToken() and SetReturnAddress() from > ::SendEmailGBdirect and everything else from ::Notify, thereby doing > what I want and not clobbering future upgrades. Paraphrasing Robert J. McCloskey, I know that you believe you understand what I think that you said, but I am not sure you realise that what you said is not what the rest of us understood. If you shifted the standard RT::Action::SendEmail elsewhere and created your own RT::Action::SendEmail to override SetSubject (etc), and then include RT::Action::SendEmail_Install, you'd be laughing. This means that there is no need to update any references pointing to RT::Action::SendEmail, and any future updates to RT::Action::SendEmail (as RT::Action::SendEmail_Install of course) with the exception of SetSubject (etc) are magically incorporated in your code. Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From benoit.panizzon at atrete.ch Thu Mar 7 12:28:25 2002 From: benoit.panizzon at atrete.ch (Benoit Panizzon) Date: Thu, 07 Mar 2002 18:28:25 +0100 Subject: [rt-users] Allowing Requestor to see the ticket without login Message-ID: <5.1.0.14.2.20020307182640.05d84f68@mailhost.atrete.ch> Hi Is it possible to allow a requestor of a ticket that was submitted by email and who has no login to see his ticket via the web-interface? ___________________________________________________________________ Benoit Panizzon System Administrator at rete ag mailto:benoit.panizzon at atrete.ch, http://www.atrete.ch mail: Oberdorfstrasse 2, P.O. Box 674, 8024 Zurich, Switzerland voice:+41-1-266 55 55, direct:+41-1-266 55 15, fax:+41-1-266 55 88 ____________________________________________________________________ PGP-Fingerprint of at rete Signing-Key: 7FF6 36EB 9687 40AC 1615 65E6 6F19 5423 0171 170B From lutz.oliver.beck at 100world.de Thu Mar 7 10:11:05 2002 From: lutz.oliver.beck at 100world.de (Lutz Oliver Beck) Date: Thu, 7 Mar 2002 16:11:05 +0100 Subject: [rt-users] Where can I find some instruction material about RT2? Message-ID: Hello, I'm looking for some instruction material for internal training purposes. Does anyone maybe have some kind of system and/or workflow documentation or got an idea, where I can find this informations? Many thanks in advance and best regards, Lutz-Oliver Beck IT Operations, 100world, Germany. From alexandj at fortrex.com Thu Mar 7 15:04:04 2002 From: alexandj at fortrex.com (Alexander, John) Date: Thu, 7 Mar 2002 15:04:04 -0500 Subject: [rt-users] enhanced mailgate Message-ID: <31AF5A186939D4119C6100104B23BF8523E344@tiger.fortrex.com> Exactly what is the enhanced mailgate looking for in a message body that tells it where the pseudo-headers start? I can get this to work from a mail client, but automatically generated e-mails from a perl process fail to get action taken on items in the pseudo-headers. -------------------------------------------------------------------------- John Alexander alexandj at fortrex.com Network Security Operations Manager phone: 301-977-6966 Fortrex Technologies, Inc fax: 301-947-3539 Gaithersburg, MD http://www.fortrex.com Because Your Information is Your Business From russj at dimstar.net Thu Mar 7 15:08:47 2002 From: russj at dimstar.net (Russ Johnson) Date: Thu, 07 Mar 2002 12:08:47 -0800 Subject: [rt-users] Where is $RT set? Message-ID: <5.1.0.14.0.20020307120404.023dd610@127.0.0.1> I have the web interface working, but the images are broken. I see in "Elements/TitleBoxStart", the following line: When this gets translated to the webpage, I get a file not found error on /spacer.gif. So it looks like the <%$RT::WebImagesURL%> isn't being translated to NoAuth/Images/. Where is this supposed to be set? Russ Johnson Stargate Online http://www.dimstar.net telnet://telnet.dimstar.net ICQ: 3739685 ... nobody expects the Spanish Inquisition From alexandj at fortrex.com Thu Mar 7 16:03:31 2002 From: alexandj at fortrex.com (Alexander, John) Date: Thu, 7 Mar 2002 16:03:31 -0500 Subject: [rt-users] enhanced mailgate Message-ID: <31AF5A186939D4119C6100104B23BF8523E346@tiger.fortrex.com> Well, it's almost something really simple and easy. For the edification of those who may be wondering about this problem, the issue is in the permissions for the requestor. I'm not really sure which one(s) govern the setting of the keywords, but I gave the requestor address for the automatic process permission to create, comment, modify, view queue, view ticket and this seems to work. John Alexander -----Original Message----- From: Alexander, John [mailto:alexandj at fortrex.com] Sent: Thursday, March 07, 2002 3:04 PM To: 'rt-users at lists.fsck.com' Subject: [rt-users] enhanced mailgate Exactly what is the enhanced mailgate looking for in a message body that tells it where the pseudo-headers start? I can get this to work from a mail client, but automatically generated e-mails from a perl process fail to get action taken on items in the pseudo-headers. -------------------------------------------------------------------------- John Alexander alexandj at fortrex.com Network Security Operations Manager phone: 301-977-6966 Fortrex Technologies, Inc fax: 301-947-3539 Gaithersburg, MD http://www.fortrex.com Because Your Information is Your Business _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From pdh at snapgear.com Thu Mar 7 17:21:05 2002 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 8 Mar 2002 08:21:05 +1000 Subject: [rt-users] Where is $RT set? In-Reply-To: <5.1.0.14.0.20020307120404.023dd610@127.0.0.1> References: <5.1.0.14.0.20020307120404.023dd610@127.0.0.1> Message-ID: <20020307222105.GB2775@luggage> Russ Johnson wrote: > So it looks like the <%$RT::WebImagesURL%> isn't being translated to > NoAuth/Images/. > > Where is this supposed to be set? config.pm: # $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/"; From ian at assv.net Thu Mar 7 17:27:40 2002 From: ian at assv.net (Ian D) Date: 07 Mar 2002 23:27:40 +0100 Subject: [rt-users] Where is $RT set? In-Reply-To: <5.1.0.14.0.20020307120404.023dd610@127.0.0.1> References: <5.1.0.14.0.20020307120404.023dd610@127.0.0.1> Message-ID: Russ Johnson writes: > I have the web interface working, but the images are broken. > > I see in "Elements/TitleBoxStart", the following line: > > height=1 ALT=""> > > > When this gets translated to the webpage, I get a file not found error > on /spacer.gif. > > > So it looks like the <%$RT::WebImagesURL%> isn't being translated to > NoAuth/Images/. > > > Where is this supposed to be set? config.pm -- /Ian D ian at assv.net From russj at dimstar.net Thu Mar 7 17:48:26 2002 From: russj at dimstar.net (Russ Johnson) Date: Thu, 07 Mar 2002 14:48:26 -0800 Subject: [rt-users] Where is $RT set? In-Reply-To: <20020307222105.GB2775@luggage> References: <5.1.0.14.0.20020307120404.023dd610@127.0.0.1> <5.1.0.14.0.20020307120404.023dd610@127.0.0.1> Message-ID: <5.1.0.14.0.20020307144813.023a4d30@127.0.0.1> Hmm, that variable doesn't exist in my config.pm. These are the only variable with $Web... in them. # {{{ Web interface configuration # Define the directory name to be used for images in rt web # documents. # If you're putting the web ui somewhere other than at the root of # your server # $WebPath requires a leading / but no trailing / $WebPath = ""; # This is the Scheme, server and port for constructing urls to webrt # $WebBaseURL doesn't need a trailing / $WebBaseURL = "http://help.qa.tripwire.com:80"; $WebURL = $WebBaseURL . $WebPath . "/"; # If $WebExternalAuth is defined, RT will defer to the environment's # REMOTE_USER variable. $WebExternalAuth = undef; At 08:21 AM 3/8/2002 +1000, Phil Homewood wrote: >Russ Johnson wrote: > > So it looks like the <%$RT::WebImagesURL%> isn't being translated to > > NoAuth/Images/. > > > > Where is this supposed to be set? > >config.pm: > ># $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/"; Russ Johnson Stargate Online http://www.dimstar.net telnet://telnet.dimstar.net ICQ: 3739685 ... nobody expects the Spanish Inquisition From pdh at snapgear.com Thu Mar 7 17:59:04 2002 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 8 Mar 2002 08:59:04 +1000 Subject: [rt-users] Where is $RT set? In-Reply-To: <5.1.0.14.0.20020307144813.023a4d30@127.0.0.1> References: <5.1.0.14.0.20020307120404.023dd610@127.0.0.1> <5.1.0.14.0.20020307120404.023dd610@127.0.0.1> <5.1.0.14.0.20020307144813.023a4d30@127.0.0.1> Message-ID: <20020307225904.GD2775@luggage> Russ Johnson wrote: > Hmm, that variable doesn't exist in my config.pm. You've somehow upgraded from an old version without installing a new config.pm, at a guess? From russj at dimstar.net Thu Mar 7 18:16:30 2002 From: russj at dimstar.net (Russ Johnson) Date: Thu, 07 Mar 2002 15:16:30 -0800 Subject: [rt-users] Where is $RT set? In-Reply-To: <20020307225904.GD2775@luggage> References: <5.1.0.14.0.20020307144813.023a4d30@127.0.0.1> <5.1.0.14.0.20020307120404.023dd610@127.0.0.1> <5.1.0.14.0.20020307120404.023dd610@127.0.0.1> <5.1.0.14.0.20020307144813.023a4d30@127.0.0.1> Message-ID: <5.1.0.14.0.20020307151534.02370940@127.0.0.1> Actually, close. I moved to a new machine, didn't look close enough at the new config.pm, and used my old config.pm... Thanks! At 08:59 AM 3/8/2002 +1000, you wrote: >Russ Johnson wrote: > > Hmm, that variable doesn't exist in my config.pm. > >You've somehow upgraded from an old version without installing >a new config.pm, at a guess? Russ Johnson Stargate Online http://www.dimstar.net telnet://telnet.dimstar.net ICQ: 3739685 ... nobody expects the Spanish Inquisition From Richard.E.Brown at DARTWARE.COM Fri Mar 8 11:08:21 2002 From: Richard.E.Brown at DARTWARE.COM (Richard E. Brown) Date: 08 Mar 2002 11:08:21 EST Subject: [rt-users] RT Backup procedures? Message-ID: <136228@blitz1.dartware.com> A non-text attachment was scrubbed... Name: not available Type: text/enriched Size: 706 bytes Desc: not available URL: From smylers at gbdirect.co.uk Fri Mar 8 11:36:58 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Fri, 8 Mar 2002 16:36:58 +0000 (GMT) Subject: [rt-users] RT Backup procedures? In-Reply-To: <136228@blitz1.dartware.com> Message-ID: Richard E. Brown wrote: > A while back, there was a thread in rt-users that mentioned there was > a backup procedure for RT at ftp://ftp.fsck.com/pub/rt/rt1-contrib I > can't get to that host now. Try this web URL instead: http://www.fsck.com/pub/rt/contrib/1.0/ rt-backup.sh appears to be in there (but I haven't ever looked at it personally). Smylers -- GBdirect http://www.gbdirect.co.uk/ From hwagener at hamburg.fcb.com Fri Mar 8 11:39:45 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 08 Mar 2002 17:39:45 +0100 Subject: [rt-users] RT Backup procedures? References: <136228@blitz1.dartware.com> Message-ID: <3C88E951.1E9E56A5@hamburg.fcb.com> "Richard E. Brown" wrote: > > Folks: > > A while back, there was a thread in rt-users that mentioned there was a backup procedure for RT at ftp://ftp.fsck.com/pub/rt/rt1-contrib I can't get to that host now. this might be off topic, but ftp service is not active anymore on fsck.com. You can get to the download section via http, though. regards, Harald [snip] -- Harald Wagener * An der Alster 42 * 20099 Hamburg * http://www.fcb-wilkens.com Mirrors should reflect a little before throwing back images. -- Jean Cocteau From darren at boston.com Fri Mar 8 11:40:25 2002 From: darren at boston.com (darren chamberlain) Date: Fri, 8 Mar 2002 11:40:25 -0500 Subject: [rt-users] RT Backup procedures? Message-ID: <20020308164025.GA8730@boston.com> Quoting Richard E. Brown [Mar 08, 2002 11:28]: > Folks: > > A while back, there was a thread in rt-users that mentioned there was a > backup procedure for RT at ftp://ftp.fsck.com/pub/rt/rt1-contrib I > can't get to that host now. > > What I really want is a recipe that: > > a) Backs up the mySQL database (it can dump all the tables - I > only have RT running) > b) Backs up all my RT source files (from all the places they might > have been placed during the installation process) > c) Backs up anything else that I might need > > and then > > d) Restores all this stuff. You could do this with a short shell script (Warning! This is untested! I just threw this together right now!): #!/bin/sh DATE=`date +"%Y-%m-%d"` RT_PATH=/path/to/rt MYSQL_OPTS="-urt_user -prt_password -h rt_host RT_DB_NAME" case $* in restore) shift RESTORE_DATE=$1 # # Restoe db mysql $MYSQL_OPTS < /backups/$RESTORE_DATE/database # Restore rt cd $RT_PATH gunzip -c /backups/$RESTORE_DATE/rt.tar.gz | tar xf - ;; save) # Assumes that /backups exists, of course if ! test -d /backups/$DATE; then mkdir /backups/$DATE; fi # Backup db and RT dir mysqldump $MYSQL_OPTS > /backups/$DATE/database tar cf /backups/$DATE/rt.tar $PATH gzip --best /backups/$DATE/rt.tar ;; *) echo "Usage: $0 (save|restore)" exit 1 ;; esac exit 0 Good luck. (darren) -- Mosher's Law of Software Engineering: Don't worry if it doesn't work right. If everything did, you'd be out of a job. From mrz at intelenet.net Sun Mar 10 02:32:25 2002 From: mrz at intelenet.net (matthew zeier) Date: Sat, 9 Mar 2002 23:32:25 -0800 Subject: [rt-users] tmp files, rt.log files Message-ID: <008601c1c805$ba0e5e20$1116160a@MRZTP> How do I turn off /tmp/rt.log.* all together? I get a lot of 0 byte files in /tmp. I also see a bunch of files that look like: /tmp/5RigCaWUCa /tmp/5lq1sRRMcT /tmp/5nCCMDgETI /tmp/5rirUUSPyf /tmp/5rluoutlAs These only appear on the hosts running rt - what's making those files? -- matthew zeier - "I think there is a world market for about five computers." - Thomas J. Watson of IBM (1943) From Weimer at CERT.Uni-Stuttgart.DE Sun Mar 10 10:16:07 2002 From: Weimer at CERT.Uni-Stuttgart.DE (Florian Weimer) Date: Sun, 10 Mar 2002 16:16:07 +0100 Subject: [rt-users] Opening tickets and notifying externals Message-ID: <873cz8lah4.fsf@CERT.Uni-Stuttgart.DE> Is it possible to open a ticket and (in a single step) send a message (with a manually written body specific to the ticket) to an external person? I added a NotifyCc ScripAction to the database using the following SQL statement: INSERT into scripactions (name, description, execmodule, argument) values ('NotifyCcs', 'Sends mail to the Ccs', 'Notify', 'Cc'); And there's a global Scrip "OnCreate NotifyCcs with template Correspondence". However, no mail is sent to the person listed under Cc: when I create a new ticket using the web interface. Any ideas? -- Florian Weimer Weimer at CERT.Uni-Stuttgart.DE University of Stuttgart http://CERT.Uni-Stuttgart.DE/people/fw/ RUS-CERT +49-711-685-5973/fax +49-711-685-5898 From mrz at intelenet.net Sun Mar 10 12:33:59 2002 From: mrz at intelenet.net (matthew zeier) Date: Sun, 10 Mar 2002 09:33:59 -0800 Subject: [rt-users] tmp files, rt.log files References: <008601c1c805$ba0e5e20$1116160a@MRZTP> <20020310092937.GA19080@dwarf.itd.uts.edu.au> Message-ID: <008001c1c859$c3de39d0$1116160a@MRZTP> > On Sat, Mar 09, 2002 at 11:32:25PM -0800, matthew zeier wrote: > > > > How do I turn off /tmp/rt.log.* all together? I get a lot of 0 byte files > > in /tmp. > > It's in ~rt/etc/config.pm It's not clear to me how to turn it off completely. I have: $LogDir = "/tmp"; $LogToScreen = 'emergency'; $LogToFile = 'emergency'; $LogToFileNamed = "$LogDir/rt.log.".$$.".".$<; #log to rt.log.. From naivedell at yahoo.com Sun Mar 10 19:53:07 2002 From: naivedell at yahoo.com (naive naive) Date: Sun, 10 Mar 2002 16:53:07 -0800 (PST) Subject: [rt-users] RT on Window platform Message-ID: <20020311005307.32361.qmail@web21307.mail.yahoo.com> Anyone tried using request tracker using window plaform?? I have problem installing two of the modules(using ppm).I have read thru the instruction guide at http://www.fsck.com/rtfm/ but still could not find any information abt using RT in window.Any help will be greatly appreciated! Naive __________________________________________________ Do You Yahoo!? Try FREE Yahoo! Mail - the world's greatest free email! http://mail.yahoo.com/ From sean at thirteen.net Sun Mar 10 19:58:25 2002 From: sean at thirteen.net (Sean Hussey) Date: Sun, 10 Mar 2002 19:58:25 -0500 Subject: [rt-users] Setting up non-priv'ed users to view queues Message-ID: <5.1.0.14.0.20020310194622.02a55850@thirteen.net> Hi everyone, I've got a client who wants to view her tickets through the Self-Service interface. Great. This isn't a problem when she either requests the ticket through this interface or (I'm guessing here--we haven't tested it yet) she emails in a ticket. They show up in the SelfService interface. But, when I initiate a ticket and assign it to that queue, it doesn't display on her page. She can type in the ticket number and bring it up, but that's no good. How can I get it to auto-assign to her? I've made her a Watcher on that queue, but that didn't make any difference. Thanks for your help, Sean From naivedell at yahoo.com Sun Mar 10 20:01:10 2002 From: naivedell at yahoo.com (naive naive) Date: Sun, 10 Mar 2002 17:01:10 -0800 (PST) Subject: [rt-users] RT using Window platform Message-ID: <20020311010110.33506.qmail@web21307.mail.yahoo.com> Anyone tried using request tracker using window plaform?? I have problem installing two of the modules(using ppm).I have read thru the instruction guide at http://www.fsck.com/rtfm/ but still could not find any information abt using RT in window.Any help will be greatly appreciated! Naive __________________________________________________ Do You Yahoo!? Try FREE Yahoo! Mail - the world's greatest free email! http://mail.yahoo.com/ From linuxbala at yahoo.com Sun Mar 10 20:33:17 2002 From: linuxbala at yahoo.com (Bala) Date: Sun, 10 Mar 2002 17:33:17 -0800 (PST) Subject: [rt-users] Segmentation fault!! Message-ID: <20020311013317.487.qmail@web11902.mail.yahoo.com> Hi All, I have installed RT2.0, I am testing the installation, it seems to be everything working ok, but when I check the http log it is giving the following error message. Is it from Apache Perl modules or from rt, is anybody knows(experienced) why this errors?? Any help to solve this problem is greatly appreciated, -bala- [Sun Mar 10 20:13:15 2002] [notice] Apache/1.3.19 (Unix) (Red-Hat/Linux) mod_ssl/2.8.1 OpenSSL/0.9.6 DAV/1.0.2 PHP/4.0.4pl1 mod_perl/1.24_01 configured -- resuming normal operations [Sun Mar 10 20:13:15 2002] [notice] suEXEC mechanism enabled (wrapper: /usr/sbin/suexec) [Sun Mar 10 20:14:10 2002] [notice] child pid 7079 exit signal Segmentation fault (11) [Sun Mar 10 20:14:38 2002] [notice] child pid 7080 exit signal Segmentation fault (11) [Sun Mar 10 20:26:24 2002] [notice] child pid 7083 exit signal Segmentation fault (11) [Sun Mar 10 20:28:30 2002] [notice] child pid 7081 exit signal Segmentation fault (11) [Sun Mar 10 20:31:34 2002] [notice] child pid 7076 exit signal Segmentation fault (11) __________________________________________________ Do You Yahoo!? Try FREE Yahoo! Mail - the world's greatest free email! http://mail.yahoo.com/ From pathway at nineinchnerds.myip.org Fri Mar 8 20:51:23 2002 From: pathway at nineinchnerds.myip.org (pathway at nineinchnerds.myip.org) Date: Fri, 8 Mar 2002 17:51:23 -0800 (PST) Subject: [rt-users] httpd.conf setup. Message-ID: <1608.216.7.45.2.1015638683.squirrel@nineinchnerds.org> Greetings. I am not currently suscribed to the list, so please CC me directly. I'm having a little trouble setting up my Request Tracker software. After fighting with Perl modules for a bit, I was able to get the install completed with no errors. Now I'm trying to setup the http.conf file so I can use the web interface. I'm running Mandrake 8.1 with other content. I put in the following into my /etc/httpd/conf/httpd.conf file: --SNIP-- ## Added for Request Tracker Alias /rt/ /usr/local/rt2/WebRT/html/ PerlRequire /usr/local/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason --SNIP-- I also changed the line in CONFIG.pm to point to the correct directory. Afterwards, I attempted to restart apache, when it failed complinging about the "PerlRequire" line. Also, I noticed that there is a commonhttpd.conf file, and a httpd- perl.conf file. Juggling the entries around a bit, I was able to get Apache to start up with the snipped portion pushed between httpd-perl.conf and commonhttpd.conf, but it would not start up. Is there a module I'm missing? Perhaps a diffrent file I've gotta use? Pathway From tdehesse at uts.edu.au Sun Mar 10 04:29:37 2002 From: tdehesse at uts.edu.au (Teo de Hesselle) Date: Sun, 10 Mar 2002 20:29:37 +1100 Subject: [rt-users] tmp files, rt.log files In-Reply-To: <008601c1c805$ba0e5e20$1116160a@MRZTP> References: <008601c1c805$ba0e5e20$1116160a@MRZTP> Message-ID: <20020310092937.GA19080@dwarf.itd.uts.edu.au> On Sat, Mar 09, 2002 at 11:32:25PM -0800, matthew zeier wrote: > > How do I turn off /tmp/rt.log.* all together? I get a lot of 0 byte files > in /tmp. It's in ~rt/etc/config.pm -- T?o de Hesselle, "Everything should be made as simple Unix Systems Administrator as possible, but not simpler." -- Albert Einstein University of Technology, Sydney From bruce_campbell at ripe.net Mon Mar 11 04:24:55 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Mon, 11 Mar 2002 10:24:55 +0100 (CET) Subject: [rt-users] Segmentation fault!! In-Reply-To: <20020311013317.487.qmail@web11902.mail.yahoo.com> Message-ID: On Sun, 10 Mar 2002, Bala wrote: > Is it from Apache Perl modules or from rt, is > anybody knows(experienced) why this errors?? Asking Google for 'segmentation fault 11 apache' brings up many pages, most seeming to indicate that it is a mismatch between perl, mod_perl and apache. If you've upgraded perl between when you installed mod_perl and now, this may also be the problem (usually I get other errors, but not segmentation fault). -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From bruce_campbell at ripe.net Mon Mar 11 04:29:40 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Mon, 11 Mar 2002 10:29:40 +0100 (CET) Subject: [rt-users] httpd.conf setup. In-Reply-To: <1608.216.7.45.2.1015638683.squirrel@nineinchnerds.org> Message-ID: On Fri, 8 Mar 2002 pathway at nineinchnerds.myip.org wrote: > I'm running Mandrake 8.1 with other content. I put in the following into > my /etc/httpd/conf/httpd.conf file: > > --SNIP-- > ## Added for Request Tracker > Alias /rt/ /usr/local/rt2/WebRT/html/ > PerlRequire /usr/local/rt2/bin/webmux.pl > > SetHandler perl-script > PerlHandler RT::Mason > > --SNIP-- > > I also changed the line in CONFIG.pm to point to the correct directory. > > Afterwards, I attempted to restart apache, when it failed complinging about > the "PerlRequire" line. Without knowing what else you have on your system, versions of RT, perl and apache, a rough guess would be that the user you run apache as (normally a nobody user) cannot read /usr/local/rt2/bin/webmux.pl or a file use'd from there (eg, config.pm). You may have better luck initially by getting RT working in a seperate apache instance (eg, seperate httpd.conf) before bringing it into your normal configuration. Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From bruce_campbell at ripe.net Mon Mar 11 04:41:37 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Mon, 11 Mar 2002 10:41:37 +0100 (CET) Subject: [rt-users] Setting up non-priv'ed users to view queues In-Reply-To: <5.1.0.14.0.20020310194622.02a55850@thirteen.net> Message-ID: On Sun, 10 Mar 2002, Sean Hussey wrote: > But, when I initiate a ticket and assign it to that queue, it doesn't > display on her page. She can type in the ticket number and bring it up, > but that's no good. How can I get it to auto-assign to her? I've made her > a Watcher on that queue, but that didn't make any difference. The SelfService interface is limited to showing tickets 'requested' by that user. For each ticket that you assign to that queue that you wish her to see, you will need to add her as a requestor. Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From bruce_campbell at ripe.net Mon Mar 11 04:43:12 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Mon, 11 Mar 2002 10:43:12 +0100 (CET) Subject: [rt-users] tmp files, rt.log files In-Reply-To: <008001c1c859$c3de39d0$1116160a@MRZTP> Message-ID: On Sun, 10 Mar 2002, matthew zeier wrote: > > On Sat, Mar 09, 2002 at 11:32:25PM -0800, matthew zeier wrote: > > > > > > How do I turn off /tmp/rt.log.* all together? I get a lot of 0 byte > files > > > in /tmp. > > > > It's in ~rt/etc/config.pm > > It's not clear to me how to turn it off completely. > > $LogToFileNamed = "$LogDir/rt.log.".$$.".".$<; #log to rt.log.. $LogToFileNamed = "/dev/null"; I'd recommend stuffing the messages in a file you keep and rotate though. Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From smylers at gbdirect.co.uk Mon Mar 11 04:58:37 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Mon, 11 Mar 2002 09:58:37 +0000 (GMT) Subject: [rt-users] Setting up non-priv'ed users to view queues In-Reply-To: Message-ID: Bruce Campbell wrote: > On Sun, 10 Mar 2002, Sean Hussey wrote: > > > But, when I initiate a ticket and assign it to that queue, it > > doesn't display on her page. She can type in the ticket number and > > bring it up, but that's no good. ... I've made her a Watcher on that > > queue, but that didn't make any difference. > > The SelfService interface is limited to showing tickets 'requested' by > that user. For each ticket that you assign to that queue that you wish > her to see, you will need to add her as a requestor. That's what I would've expected. I got part-way through composing a reply along those lines when I thought I'd better test it, and I can't get it to work either. I have a ticket that I created with the web interface. I've added an external user as a Requestor. I've even removed me from being a Requestor on that ticket. When logged in as me and viewing that ticket, it appears with three others in the list of "This user's 25 highest priority tickets". But when I log in as that external user, the list "Your open requests" just contains the three tickets that were opened by e-mail, not the one I created through the web interface. (Then I aborted sending my reply, meaning to investigate where the self-service list comes from and seeing if I can make this work. But I haven't got round to that yet ...) Smylers -- GBdirect http://www.gbdirect.co.uk/ From Weimer at CERT.Uni-Stuttgart.DE Mon Mar 11 06:27:10 2002 From: Weimer at CERT.Uni-Stuttgart.DE (Florian Weimer) Date: Mon, 11 Mar 2002 12:27:10 +0100 Subject: [rt-users] Setting envelope from Message-ID: <87d6yb73ap.fsf@CERT.Uni-Stuttgart.DE> Currently, RT sends all messages (well, when using the Web frontend; I didn't check the CLI) with an envelope from "anonymous at HOST". This is rather strange and a bit unfortunate. Is it possible to make the envelope from equal to the email address of the person triggering the message (or, if it is an answer to an external request, some other special address)? I'm using the current CVS version, with mod_fastcgi on Apache. -- Florian Weimer Weimer at CERT.Uni-Stuttgart.DE University of Stuttgart http://CERT.Uni-Stuttgart.DE/people/fw/ RUS-CERT +49-711-685-5973/fax +49-711-685-5898 From clarsson at manu.com Mon Mar 11 09:37:59 2002 From: clarsson at manu.com (clarsson at manu.com) Date: Mon, 11 Mar 2002 09:37:59 -0500 Subject: [rt-users] Segmentation fault!! Message-ID: I get logs full of SEGV's also. The restart of apache gives a list of the modules and their versions. This is on a RH72 box. I did notice that I didn't get any SEGVs over the weekend, which is when the system was not used. But monday thru friday they pile up. The http access logs look fine. The http error logs are empty. There is nothing of note in the system messages file. Perhaps there is some incompatibility in the Apache/perl_mod config like Bruce mentioned. That's where I am going to look next. Any other suggestions are welcome. One thing to note.... it does not seem to effect the performance or usability of RT.... - Chris from rt2-error_log: ... [Fri Mar 8 04:02:10 2002] [notice] Apache/1.3.20 (Unix) (Red-Hat/Linux) mod_ssl/2.8.4 OpenSSL/0.9.6b DAV/1.0.2 PHP/4.0.6 mod_perl/1.24_01 configured -- resuming normal operations [Fri Mar 8 04:02:10 2002] [notice] suEXEC mechanism enabled (wrapper: /usr/sbin/suexec) [Fri Mar 8 09:08:57 2002] [notice] child pid 1844 exit signal Segmentation fault (11) [Fri Mar 8 09:16:36 2002] [notice] child pid 1843 exit signal Segmentation fault (11) [Fri Mar 8 09:18:40 2002] [notice] child pid 1841 exit signal Segmentation fault (11) [Fri Mar 8 09:20:43 2002] [notice] child pid 1838 exit signal Segmentation fault (11) .... Bruce Campbell Sent by: rt-users-admin at lists.fsck.com 03/11/2002 04:24 AM To: Bala cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Segmentation fault!! On Sun, 10 Mar 2002, Bala wrote: > Is it from Apache Perl modules or from rt, is > anybody knows(experienced) why this errors?? Asking Google for 'segmentation fault 11 apache' brings up many pages, most seeming to indicate that it is a mismatch between perl, mod_perl and apache. If you've upgraded perl between when you installed mod_perl and now, this may also be the problem (usually I get other errors, but not segmentation fault). -- 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Rehan at nha.co.za Mon Mar 11 09:40:47 2002 From: Rehan at nha.co.za (Rehan van der Merwe) Date: Mon, 11 Mar 2002 16:40:47 +0200 Subject: [rt-users] mod_perl compiled statically: how? Message-ID: The installation of static mod_perl as set out below works great, but how would I go about installing mod_perl statically, but keeping DSO support for other modules that I would wish to install later? Rehan -----Original Message----- From: Ashley Gould [mailto:ashley at aslab.com] Sent: Thursday, August 09, 2001 6:23 AM To: rt-users at lists.fsck.com Subject: Re: [rt-users] mod_perl compiled statically: how? I looked Apache-Toolbox over briefly. I tried it the hard way instead. Life story. I will give it a try next time. I did learn a lot though. I finally stummbled upon this good web site: http://theoryx5.uwinnipeg.ca/guide/install/index.html Which gives very great detail on installing mod_perl with this one final jewel: % tar xzvf apache_x.x.x.tar.gz % tar xzvf mod_perl-x.xx.tar.gz % cd mod_perl-x.xx % perl Makefile.PL APACHE_SRC=../apache_x.x.x/src \ DO_HTTPD=1 USE_APACI=1 EVERYTHING=1 % make && make test && make install % cd ../apache_x.x.x % make install This builds Apache statically with mod_perl, installs Apache under the default /usr/local/apache tree and mod_perl into the site_perl hierarchy of your existing Perl installation. All in one step. This really worked. I'm done . Good night. ashley On Wed, Aug 08, 2001 at 09:35:00AM +0200, Bernhard Schmalhofer wrote: > Ashley Gould wrote: > > > > I've seen on the list hints that Mason works better if Mod_perl is > > compiled statically into apache. I have read a good article on > > compiling it as DSO, but I don't understand what ./configure options I > > need to compile mod_perl statically. Can anyone show me the magic > > incantation? > > > > I am only now overcoming a childhood terror of Makefiles. > Hi, > > one possible answer to this is tool called Apache-Toolbox. > Have a look at www.apachetoolbox.com . > > CU, Bernhard > > > ashley > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > -- > ************************************************* > Bernhard Schmalhofer > Software Engineer > Biomax Informatics AG > Lochhamer Str. 11 > 82152 Martinsried, Germany > Tel: +49 89 89 55 74 - 39 > Fax: +49 89 89 55 74 - 25 > mailto:Bernhard.Schmalhofer at biomax.de > http://www.biomax.de > ************************************************* > _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From sean at thirteen.net Mon Mar 11 09:48:54 2002 From: sean at thirteen.net (Sean Hussey) Date: Mon, 11 Mar 2002 09:48:54 -0500 Subject: [rt-users] Setting up non-priv'ed users to view queues In-Reply-To: References: Message-ID: <5.1.0.14.0.20020311093826.00b53700@thirteen.net> > > The SelfService interface is limited to showing tickets 'requested' by > > that user. For each ticket that you assign to that queue that you wish > > her to see, you will need to add her as a requestor. > >That's what I would've expected. I got part-way through composing a >reply along those lines when I thought I'd better test it, and I can't >get it to work either. Ok, actually, I got Bruce's suggestion to work. As long as she was the requestor _and_ the ticket was in the queue she had permission to view, it came up in the SelfService interface. Now my issue is that when she logs into the SelfService area, she can't comment on any of the tickets. On the off chance she needed to be granted rights, I gave her the following ones: CommentOnTicket CreateTicket ModifyTicket ReplyToTicket SeeQueue ShowTicket ShowTicketComments Watch And then I revoked her rights. That seems counterintuitive, but it works. Thanks everyone! Sean From TGFurnish at herff-jones.com Mon Mar 11 09:51:00 2002 From: TGFurnish at herff-jones.com (Furnish, Trever G) Date: Mon, 11 Mar 2002 09:51:00 -0500 Subject: [rt-users] Segmentation fault!! Message-ID: <5D8D9455134FD211AE4900A0C9DED11E05EAD158@indy1ntm.herff-jones.com> I would attribute this to the problems with perl 5.6.0 and mod_perl. ...assuming of course that you haven't already updated to perl 5.6.1. Mine does this frequently too - sometimes you do something in RT and there's no response because that apache child process died (segfaulted), and you hit the back button and do it again and it works. I'm not sure whether this will impact RT in terms of data integrity, but it didn't seem to be causing problems so I just set a netsaint check to alert when the number of apache processes dropped below 1. Apparently enough people opened tickets in redhat's bugzilla that they finally released (just last week) an updated set of perl rpms for 7.2 bringing it to perl 5.6.1. Haven't got that installed yet, but it will be later today. HTH, Trever -----Original Message----- From: clarsson at manu.com [mailto:clarsson at manu.com] Sent: Monday, March 11, 2002 9:38 AM To: rt-users at lists.fsck.com Subject: Re: [rt-users] Segmentation fault!! I get logs full of SEGV's also. The restart of apache gives a list of the modules and their versions. This is on a RH72 box. I did notice that I didn't get any SEGVs over the weekend, which is when the system was not used. But monday thru friday they pile up. The http access logs look fine. The http error logs are empty. There is nothing of note in the system messages file. Perhaps there is some incompatibility in the Apache/perl_mod config like Bruce mentioned. That's where I am going to look next. Any other suggestions are welcome. One thing to note.... it does not seem to effect the performance or usability of RT.... - Chris from rt2-error_log: ... [Fri Mar 8 04:02:10 2002] [notice] Apache/1.3.20 (Unix) (Red-Hat/Linux) mod_ssl/2.8.4 OpenSSL/0.9.6b DAV/1.0.2 PHP/4.0.6 mod_perl/1.24_01 configured -- resuming normal operations [Fri Mar 8 04:02:10 2002] [notice] suEXEC mechanism enabled (wrapper: /usr/sbin/suexec) [Fri Mar 8 09:08:57 2002] [notice] child pid 1844 exit signal Segmentation fault (11) [Fri Mar 8 09:16:36 2002] [notice] child pid 1843 exit signal Segmentation fault (11) [Fri Mar 8 09:18:40 2002] [notice] child pid 1841 exit signal Segmentation fault (11) [Fri Mar 8 09:20:43 2002] [notice] child pid 1838 exit signal Segmentation fault (11) .... Bruce Campbell Sent by: rt-users-admin at lists.fsck.com 03/11/2002 04:24 AM To: Bala cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Segmentation fault!! On Sun, 10 Mar 2002, Bala wrote: > Is it from Apache Perl modules or from rt, is > anybody knows(experienced) why this errors?? Asking Google for 'segmentation fault 11 apache' brings up many pages, most seeming to indicate that it is a mismatch between perl, mod_perl and apache. If you've upgraded perl between when you installed mod_perl and now, this may also be the problem (usually I get other errors, but not segmentation fault). -- 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From smylers at gbdirect.co.uk Mon Mar 11 10:13:13 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Mon, 11 Mar 2002 15:13:13 +0000 (GMT) Subject: [rt-users] Setting up non-priv'ed users to view queues In-Reply-To: <5.1.0.14.0.20020311093826.00b53700@thirteen.net> Message-ID: Sean Hussey wrote: > [Smylers wrote:] > > > [Bruce Campbell wrote:] > > > > > The SelfService interface is limited to showing tickets > > > 'requested' by that user. For each ticket that you assign to that > > > queue that you wish her to see, you will need to add her as a > > > requestor. > > > > That's what I would've expected. I got part-way through composing a > > reply along those lines when I thought I'd better test it, and I > > can't get it to work either. > > Ok, actually, I got Bruce's suggestion to work. As long as she was > the requestor _and_ the ticket was in the queue she had permission to > view, D'oh. Obviously she needs permission to SeeQueue on the queue in question, but the ticket I randomly picked for playing with this morning wasn't in such a queue. Ooops. (Memo to self: Don't post to mailing lists on Monday mornings.) > Now my issue is that when she logs into the SelfService area, she can't > comment on any of the tickets. On the off chance she needed to be granted > rights, I gave her the following ones: > > CommentOnTicket > CreateTicket > ModifyTicket > ReplyToTicket > SeeQueue > ShowTicket > ShowTicketComments > Watch > > And then I revoked her rights. That seems counterintuitive, but it > works. Eh? You mean she can still comment once her rights have been revoked? I gave the external user these rights: CommentOnTicket ModifyTicket SeeQueue ShowTicket and everything seems to behave as you want. The ModifyTicket right sounded dangerous, but in practice the self-service interface doesn't (seem to) provide a way for modifying any part of a ticket except for adding comments, so that works fine -- the exernal user can add comments but not change anything else. Smylers -- GBdirect http://www.gbdirect.co.uk/ From darren at boston.com Mon Mar 11 10:20:25 2002 From: darren at boston.com (darren chamberlain) Date: Mon, 11 Mar 2002 10:20:25 -0500 Subject: [rt-users] mod_perl compiled statically: how? In-Reply-To: References: Message-ID: <20020311152025.GB3142@boston.com> Quoting Rehan van der Merwe [Mar 11, 2002 09:45]: > The installation of static mod_perl as set out below works > great, but how would I go about installing mod_perl statically, > but keeping DSO support for other modules that I would wish to > install later? None of the install docs cover this, but it's pretty simple. You know that you can pass arbitrary APACI args to the apache build process using APACI_ARGS, right? Add something like: APACI_ARGS='--enable-module=so' (Or add --enable-module=so to your existing APACI_ARGS argument to Makefile.PL). This will build mod_so into your httpd, which you can then use to load other modules. You can also add --enable-shared=modname to your APACI_ARGS; if you do --enable-shared=all be sure to also add a --disable-shared=perl. (darren) -- Westheimer's Discovery: A couple of months in the laboratory can save a couple of hours in the library. -- Frank H. Westheimer From sean at thirteen.net Mon Mar 11 10:32:24 2002 From: sean at thirteen.net (Sean Hussey) Date: Mon, 11 Mar 2002 10:32:24 -0500 Subject: [rt-users] Setting up non-priv'ed users to view queues In-Reply-To: References: <5.1.0.14.0.20020311093826.00b53700@thirteen.net> Message-ID: <5.1.0.14.0.20020311102953.029261f0@thirteen.net> >Eh? You mean she can still comment once her rights have been revoked? >I gave the external user these rights: Well, that's the only way I know to give her the SelfService interface. Am I missing something else? > CommentOnTicket > ModifyTicket > SeeQueue > ShowTicket > >and everything seems to behave as you want. The ModifyTicket right >sounded dangerous, but in practice the self-service interface doesn't >(seem to) provide a way for modifying any part of a ticket except for >adding comments, so that works fine -- the exernal user can add comments >but not change anything else. Yeah, that's more like it. I'll take care of that. Thank you! From sean at thirteen.net Mon Mar 11 10:32:24 2002 From: sean at thirteen.net (Sean Hussey) Date: Mon, 11 Mar 2002 10:32:24 -0500 Subject: [rt-users] Setting up non-priv'ed users to view queues In-Reply-To: References: <5.1.0.14.0.20020311093826.00b53700@thirteen.net> Message-ID: <5.1.0.14.0.20020311102953.029261f0@thirteen.net> >Eh? You mean she can still comment once her rights have been revoked? >I gave the external user these rights: Well, that's the only way I know to give her the SelfService interface. Am I missing something else? > CommentOnTicket > ModifyTicket > SeeQueue > ShowTicket > >and everything seems to behave as you want. The ModifyTicket right >sounded dangerous, but in practice the self-service interface doesn't >(seem to) provide a way for modifying any part of a ticket except for >adding comments, so that works fine -- the exernal user can add comments >but not change anything else. Yeah, that's more like it. I'll take care of that. Thank you! Sean From mrz at intelenet.net Mon Mar 11 11:37:10 2002 From: mrz at intelenet.net (matthew zeier) Date: Mon, 11 Mar 2002 08:37:10 -0800 Subject: [rt-users] tmp files, rt.log files References: Message-ID: <00fb01c1c91a$fe498bd0$0b16160a@Desktop> > On Sun, 10 Mar 2002, matthew zeier wrote: > > > > On Sat, Mar 09, 2002 at 11:32:25PM -0800, matthew zeier wrote: > > > > > > > > How do I turn off /tmp/rt.log.* all together? I get a lot of 0 byte > > files > > > > in /tmp. > > > > > > It's in ~rt/etc/config.pm > > > > It's not clear to me how to turn it off completely. > > > > $LogToFileNamed = "$LogDir/rt.log.".$$.".".$<; #log to rt.log.. > > $LogToFileNamed = "/dev/null"; I'll try that. > I'd recommend stuffing the messages in a file you keep and rotate though. I would, however the log files are all zero bytes. - mz From bruce_campbell at ripe.net Mon Mar 11 11:39:56 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Mon, 11 Mar 2002 17:39:56 +0100 (CET) Subject: [rt-users] tmp files, rt.log files In-Reply-To: <00fb01c1c91a$fe498bd0$0b16160a@Desktop> Message-ID: On Mon, 11 Mar 2002, matthew zeier wrote: > > On Sun, 10 Mar 2002, matthew zeier wrote: > > > > > > On Sat, Mar 09, 2002 at 11:32:25PM -0800, matthew zeier wrote: > > > > > > > > > > How do I turn off /tmp/rt.log.* all together? I get a lot of 0 byte > > > files > > > > > in /tmp. > > > I'd recommend stuffing the messages in a file you keep and rotate though. > > I would, however the log files are all zero bytes. Put one filename in there, without '$$' (current process id) or '$<' (current user id). The only reason you get multiple files is that $LogToFileNamed expands to a different filename each time RT is run (whether via mailgate, commandline or webUI). Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From Weimer at CERT.Uni-Stuttgart.DE Mon Mar 11 13:20:23 2002 From: Weimer at CERT.Uni-Stuttgart.DE (Florian Weimer) Date: Mon, 11 Mar 2002 19:20:23 +0100 Subject: [rt-users] Message ID generation Message-ID: <87u1rn0xw8.fsf@CERT.Uni-Stuttgart.DE> Excerpt from Action/SendEmail.pm: sub SetMessageID { my $self = shift; # TODO this one might be sort of broken. If we have several scrips +++ # sending several emails to several different persons, we need to # pull out different message-ids. I'd suggest message ids like # "rt-ticket#-transaction#-scrip#-receipient#" # TODO $RT::rtname should be replaced by $RT::hostname to form valid # message-ids (ref rfc822) $self->SetHeader ('Message-ID', "TicketObj->id(). "-". $self->TransactionObj->id()."." .rand(20) . "\@".$RT::rtname.">") unless $self->TemplateObj->MIMEObj->head->get('Message-ID'); } Is it safe to change $RT::rtname to something else in this context? In our case, $RT::rtname isn't a FQDN. :-/ -- Florian Weimer Weimer at CERT.Uni-Stuttgart.DE University of Stuttgart http://CERT.Uni-Stuttgart.DE/people/fw/ RUS-CERT +49-711-685-5973/fax +49-711-685-5898 From bruce_campbell at ripe.net Mon Mar 11 16:06:22 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Mon, 11 Mar 2002 22:06:22 +0100 (CET) Subject: [rt-users] Message ID generation In-Reply-To: <87u1rn0xw8.fsf@CERT.Uni-Stuttgart.DE> Message-ID: On Mon, 11 Mar 2002, Florian Weimer wrote: > sub SetMessageID { > > # TODO $RT::rtname should be replaced by $RT::hostname to form valid > # message-ids (ref rfc822) > > $self->SetHeader > ('Message-ID', "TicketObj->id(). > "-". > $self->TransactionObj->id()."." .rand(20) . "\@".$RT::rtname.">") > unless $self->TemplateObj->MIMEObj->head->get('Message-ID'); > } > > Is it safe to change $RT::rtname to something else in this context? > In our case, $RT::rtname isn't a FQDN. :-/ You could change it to $RT::hostname, and ensure you set $hostname in etc/config.pm to something that is a FQDN . Eric and I will cry though (we're doing seperate work regarding MessageId handling) ;) Seriously though, go right ahead. Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From Weimer at CERT.Uni-Stuttgart.DE Mon Mar 11 16:17:14 2002 From: Weimer at CERT.Uni-Stuttgart.DE (Florian Weimer) Date: Mon, 11 Mar 2002 22:17:14 +0100 Subject: [rt-users] Message ID generation In-Reply-To: (Bruce Campbell's message of "Mon, 11 Mar 2002 22:06:22 +0100 (CET)") References: Message-ID: <87it82249x.fsf@CERT.Uni-Stuttgart.DE> Bruce Campbell writes: > On Mon, 11 Mar 2002, Florian Weimer wrote: > >> sub SetMessageID { >> >> # TODO $RT::rtname should be replaced by $RT::hostname to form valid >> # message-ids (ref rfc822) >> >> $self->SetHeader >> ('Message-ID', "TicketObj->id(). >> "-". >> $self->TransactionObj->id()."." .rand(20) . "\@".$RT::rtname.">") >> unless $self->TemplateObj->MIMEObj->head->get('Message-ID'); >> } >> >> Is it safe to change $RT::rtname to something else in this context? >> In our case, $RT::rtname isn't a FQDN. :-/ > > You could change it to $RT::hostname, and ensure you set $hostname in > etc/config.pm to something that is a FQDN . Eric and I will cry though > (we're doing seperate work regarding MessageId handling) ;) > > Seriously though, go right ahead. Okay, here is a patch. Index: etc/config.pm =================================================================== RCS file: /raid/cvsroot/rt/etc/config.pm,v retrieving revision 1.17 diff -u -u -r1.17 config.pm --- etc/config.pm 2002/02/18 21:36:46 1.17 +++ etc/config.pm 2002/03/11 21:13:22 @@ -219,6 +219,11 @@ $CommentAddress='RT::CommentAddress.not.set'; +# $MessageIDDomain controls the domain of the Message-ID for outgoing +# messages (the part after the @ sign). The default assumes that +# $rtname is a fully qualified domain name. + +$MessageIDDomain = $rtname; #Sendmail Configuration Index: lib/RT/Action/SendEmail.pm =================================================================== RCS file: /raid/cvsroot/rt/lib/RT/Action/SendEmail.pm,v retrieving revision 1.3 diff -u -u -r1.3 SendEmail.pm --- lib/RT/Action/SendEmail.pm 2002/02/28 06:49:09 1.3 +++ lib/RT/Action/SendEmail.pm 2002/03/11 21:13:22 @@ -227,12 +227,9 @@ $self->SetHeader ('In-Reply-To', "TicketObj->id(). - "\@".$RT::rtname.">"); + "\@".$RT::MessageIDDomain.">"); - # TODO $RT::rtname should be replaced by $RT::hostname to form valid - # message-ids (ref rfc822) - # TODO We should always add References headers for all message-ids # of previous messages related to this ticket. } @@ -253,13 +250,10 @@ # pull out different message-ids. I'd suggest message ids like # "rt-ticket#-transaction#-scrip#-receipient#" - # TODO $RT::rtname should be replaced by $RT::hostname to form valid - # message-ids (ref rfc822) - $self->SetHeader ('Message-ID', "TicketObj->id(). "-". - $self->TransactionObj->id()."." .rand(20) . "\@".$RT::rtname.">") + $self->TransactionObj->id()."." .rand(20) . "\@".$RT::MessageIDDomain.">") unless $self->TemplateObj->MIMEObj->head->get('Message-ID'); } -- Florian Weimer Weimer at CERT.Uni-Stuttgart.DE University of Stuttgart http://CERT.Uni-Stuttgart.DE/people/fw/ RUS-CERT +49-711-685-5973/fax +49-711-685-5898 From bruce_campbell at ripe.net Mon Mar 11 16:21:26 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Mon, 11 Mar 2002 22:21:26 +0100 (CET) Subject: [rt-users] Message ID generation In-Reply-To: <87it82249x.fsf@CERT.Uni-Stuttgart.DE> Message-ID: On Mon, 11 Mar 2002, Florian Weimer wrote: > Okay, here is a patch. ack, patches to Jesse, rt-2.0-bugs at fsck.com or rt-devel at lists.fsck.com. Not just to rt-users ;) ( Note to peoples - I've started an 'RT Hackers Manual' on RT/FM - if you have suggestions for that or any other RT documentations, please refer to the rt-doc-workers list and contribute! http://www.fsck.com/rtfm/ ) -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From Chris.Shenton at hq.nasa.gov Mon Mar 11 18:21:59 2002 From: Chris.Shenton at hq.nasa.gov (Chris Shenton) Date: 11 Mar 2002 18:21:59 -0500 Subject: [rt-users] Mozilla connection to RT2 hangs on SUBMIT ticket? Message-ID: <866642itbc.fsf@Palimpsest.it.hq.nasa.gov> I'm running Mozilla (built last week) and RT2 on FreeBSD-4.5. I've got no problems talking to RT2 via Netscape, but when I CREATE a ticket to RT2 from Mozilla, it hangs. Anyone seen this? Guess I'll need to sniff the net but need to do it from another box with Mozilla since I can't see the packets (going to localhost). Thanks. From rob at myinternetplace.net Mon Mar 11 18:48:49 2002 From: rob at myinternetplace.net (Rob Walker) Date: 11 Mar 2002 15:48:49 -0800 Subject: [rt-users] Mozilla connection to RT2 hangs on SUBMIT ticket? In-Reply-To: <866642itbc.fsf@Palimpsest.it.hq.nasa.gov> References: <866642itbc.fsf@Palimpsest.it.hq.nasa.gov> Message-ID: <1015890529.1353.3.camel@biffhero-laptop> On Mon, 2002-03-11 at 15:21, Chris Shenton wrote: > I'm running Mozilla (built last week) and RT2 on FreeBSD-4.5. I've > got no problems talking to RT2 via Netscape, but when I CREATE a > ticket to RT2 from Mozilla, it hangs. Anyone seen this? if I recall, there was a problem with certain versions of Mozilla. Search the archives and see if the error wasn't with Mozilla version 0.9.7. are you using version 0.9.7 of Mozilla? Rob From Chris.Shenton at hq.nasa.gov Mon Mar 11 19:42:45 2002 From: Chris.Shenton at hq.nasa.gov (Chris Shenton) Date: 11 Mar 2002 19:42:45 -0500 Subject: [rt-users] Mozilla connection to RT2 hangs on SUBMIT ticket? In-Reply-To: <1015890529.1353.3.camel@biffhero-laptop> References: <866642itbc.fsf@Palimpsest.it.hq.nasa.gov> <1015890529.1353.3.camel@biffhero-laptop> Message-ID: <86wuwihb0a.fsf@Palimpsest.it.hq.nasa.gov> Rob Walker writes: > if I recall, there was a problem with certain versions of Mozilla. > Search the archives and see if the error wasn't with Mozilla version > 0.9.7. Doh! I didn't try a good enough query; I see it now. Sorry :-( > are you using version 0.9.7 of Mozilla? Dang, yes. I thought I had recently built from source, the 0.9.8 version. I'll try removing the old and try the newer. Thanks a bunch! From Chris.Shenton at hq.nasa.gov Mon Mar 11 19:48:18 2002 From: Chris.Shenton at hq.nasa.gov (Chris Shenton) Date: 11 Mar 2002 19:48:18 -0500 Subject: [rt-users] Mozilla connection to RT2 hangs on SUBMIT ticket? In-Reply-To: <1015890529.1353.3.camel@biffhero-laptop> References: <866642itbc.fsf@Palimpsest.it.hq.nasa.gov> <1015890529.1353.3.camel@biffhero-laptop> Message-ID: <86sn76har1.fsf@Palimpsest.it.hq.nasa.gov> Rob Walker writes: > are you using version 0.9.7 of Mozilla? Followup: yes, and it hung; just got 0.9.8 and it seems fine (so far). Thanks for giving me a clue. :-) From francisv at dagupan.com Mon Mar 11 21:46:35 2002 From: francisv at dagupan.com (francisv at dagupan.com) Date: Tue, 12 Mar 2002 10:46:35 +0800 Subject: [rt-users] error while executing /Ticket/Display.html [standard]: Message-ID: <10F29E27A956D511B0940050DA8D86A9340FEE@apmail.dagupan.com> error while executing /Ticket/Display.html [standard]: Undefined subroutine CGI::upload HTML::Mason::Interp::__ANON__('Undefined subroutine CGI::upload^J') called at /usr/libdata/perl/5.00503/CGI.pm line 646 CGI::_compile called at /usr/libdata/perl/5.00503/CGI.pm line 570 CGI::AUTOLOAD('CGI=HASH(0x8e6aa28)', 'UpdateAttachment') called at /usr/local/rt2/lib/RT/Interface/Web.pm line 291 HTML::Mason::Commands::MakeMIMEEntity('Subject', undef, 'Body', 'Ano ba naman itong customer na ito, testing lang ang alam isulat...', 'AttachmentFieldName', 'UpdateAttachment') called at /usr/local/rt2/lib/RT/Interface/Web.pm line 230 HTML::Mason::Commands::ProcessUpdateMessage('ARGSRef', 'HASH(0x8e809e0)', 'Actions', 'ARRAY(0x8e8daac)', 'TicketObj', 'RT::Ticket=HASH(0x8e8fcc0)') called at /usr/local/rt2/WebRT/data/obj/STANDARD/Ticket/Display.html line 126 HTML::Mason::Commands::__ANON__('UpdateSubject', 'testing', 'Status', 'resolved', 'UpdateType', 'private', 'Owner', 3, ...) called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Component.pm line 131 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8e7985 4)', 'UpdateSubject', 'testing', 'Status', 'resolved', 'UpdateType', 'private', 'Owner', ...) called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm line 653 eval {...} called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm line 653 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x8e82c 18)', 'HTML::Mason::Component::FileBased=HASH(0x8e79854)', 'UpdateSubject', 'testing', 'Status', 'resolved', 'UpdateType', 'private', ...) called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm line 316 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x 8e82c18)') called at /usr/local/rt2/WebRT/data/obj/STANDARD/autohandler line 69 HTML::Mason::Commands::__ANON__('UpdateSubject', 'testing', 'Status', 'resolved', 'UpdateType', 'private', 'Owner', 3, ...) called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Component.pm line 131 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8caf33 c)', 'UpdateSubject', 'testing', 'Status', 'resolved', 'UpdateType', 'private', 'Owner', ...) called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm line 653 eval {...} called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm line 653 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x8e82c 18)', 'HASH(0x8e86ef4)', 'HTML::Mason::Component::FileBased=HASH(0x8caf33c)', 'UpdateSubject', 'testing', 'Status', 'resolved', 'UpdateType', ...) called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm line 159 eval {...} called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm line 159 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x8e82c 18)', '/Ticket/Display.html', 'UpdateSubject', 'testing', 'Status', 'resolved', 'UpdateType', 'private', ...) called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/ApacheHandler.pm line 914 HTML::Mason::ApacheHandler::handle_request_1('HTML::Mason::ApacheHandler=HAS H(0x8c21c48)', 'Apache=SCALAR(0x8db66c4)', 'HTML::Mason::Request::ApacheHandler=HASH(0x8e82c18)', undef) called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/ApacheHandler.pm line 560 eval {...} called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/ApacheHandler.pm line 560 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0x8c21c48)', 'Apache=SCALAR(0x8db66c4)') called at /usr/local/rt2/bin/webmux.pl line 165 RT::Mason::handler('Apache=SCALAR(0x8db66c4)') called at /dev/null line 0 eval {...} called at /dev/null line 0 From marc.beyer at digitalbridges.com Tue Mar 12 05:21:31 2002 From: marc.beyer at digitalbridges.com (Marc Beyer) Date: 12 Mar 2002 10:21:31 +0000 Subject: [rt-users] Two problems In-Reply-To: <87u1rn0xw8.fsf@CERT.Uni-Stuttgart.DE> References: <87u1rn0xw8.fsf@CERT.Uni-Stuttgart.DE> Message-ID: <1015928491.1662.64.camel@localhost.localdomain> Hi, I've only just started using rt an am very impressed by the flexibility and power this offers, thanks a lot for creating this. I have run into two problems however and am wondering whether anybody here can help me: 1.) Tickets are not displayed in the web interface. I have created tickets in several queues ("general" and newly created ones). But they do not show up in the web interface, the queue summaries show 0 tickets and if I try a "rt --limit-queue= --summary" it prints the title bar but no tickets. If I go into mysql the tickets are in the Tickets table, and content is in the Attachments table. And I receive an acknowledgement email upon creation, so all this seems to work fine. I'm using Redhat 7.0 on that machine with perl 5.6.1, mod_perl 1.26 and apache 1.3.23. Neither the rt log nor the apache error log show anything untoward (BTW, is there an option to turn on a more verbose logging somewhere, I'd like to know a little more about what's going on :-). 2.) Sometimes I log into rt, click on an any option to move on to ("Search","Configuration", whatever) and it sends me right back to the logon screen) I log on again and am now on the screen I wanted to reach but when I click on anything else I get back to logon and the process repeats itself ad infinitum. I suspect this is a browser issue since it seems to happen with Mozilla (0.9.8 and 0.9.7) and Konqueror but hasn't happened with Opera so far. Or could this be related to me logging on as several different users from the same machine (using different browsers)? Any help would be muchly appreciated, thanks, Marc ________________________________________________________________________ E-mail is an informal method of communication and may be subject to data corruption, interception and unauthorised amendment for which Digital Bridges Ltd will accept no liability. Therefore, it will normally be inappropriate to rely on information contained on e-mail without obtaining written confirmation. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. ________________________________________________________________________ From marc.beyer at digitalbridges.com Tue Mar 12 06:09:21 2002 From: marc.beyer at digitalbridges.com (Marc Beyer) Date: 12 Mar 2002 11:09:21 +0000 Subject: [rt-users] Two problems In-Reply-To: <1015928491.1662.64.camel@localhost.localdomain> References: <87u1rn0xw8.fsf@CERT.Uni-Stuttgart.DE> <1015928491.1662.64.camel@localhost.localdomain> Message-ID: <1015931361.2823.78.camel@localhost.localdomain> One thing I forgot to mention: On Tue, 2002-03-12 at 10:21, Marc Beyer wrote: > 1.) Tickets are not displayed in the web interface. I have created > tickets in several queues ("general" and newly created ones). But they > do not show up in the web interface, the queue summaries show 0 tickets > and if I try a "rt --limit-queue= --summary" it prints the title > bar but no tickets. If I go into mysql the tickets are in the Tickets > table, and content is in the Attachments table. And I receive an > acknowledgement email upon creation, so all this seems to work fine. Entering the ticket number and clicking "Goto ticket" brings up the ticket for display. And I can edit it, close it, everything. It just refuses to appear in the summary. Thanks, regards, Marc ________________________________________________________________________ E-mail is an informal method of communication and may be subject to data corruption, interception and unauthorised amendment for which Digital Bridges Ltd will accept no liability. Therefore, it will normally be inappropriate to rely on information contained on e-mail without obtaining written confirmation. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. ________________________________________________________________________ From rt at netthink.co.uk Tue Mar 12 07:55:41 2002 From: rt at netthink.co.uk (Simon Cozens) Date: Tue, 12 Mar 2002 12:55:41 +0000 Subject: [rt-users] error while executing /Ticket/Display.html [standard]: In-Reply-To: <10F29E27A956D511B0940050DA8D86A9340FEE@apmail.dagupan.com> References: <10F29E27A956D511B0940050DA8D86A9340FEE@apmail.dagupan.com> Message-ID: <20020312125541.GB22722@netthink.co.uk> francisv at dagupan.com: > HTML::Mason::Interp::__ANON__('Undefined subroutine CGI::upload^J') called This means you have the wrong version of CGI.pm -- Just imagine we are meeting the aliens for the first time. Most people would just shoot them to see how many points they are worth. From stephen.gower at wolfson.oxford.ac.uk Tue Mar 12 12:20:34 2002 From: stephen.gower at wolfson.oxford.ac.uk (Stephen Gower) Date: Tue, 12 Mar 2002 17:20:34 +0000 Subject: [rt-users] "Comments about this user" in Template Message-ID: <20020312172034.B10684@calculus.wolf.ox.ac.uk> There is a field, normally labelled "Comments about this user" on the web interface. Is it possible to get this information about the requester of a ticket onto a template somehow? It would be useful to have (as an example) "librarian" appear somewhere on the e-mails that go out to IT staff here when the librarian submits a ticket. If this needs to be stored elsewhere for this to happen, then any suggestions gratefully received. Is there any list of what variables can be put into templates, or am I best to just keep guessing like I do at the moment? -- Stephen Gower IT Support Team Wolfson College From pburkett at callatg.com Tue Mar 12 18:17:02 2002 From: pburkett at callatg.com (Paul Burkett) Date: Tue, 12 Mar 2002 15:17:02 -0800 Subject: [rt-users] Create Tickets but no SeeQueue Message-ID: <20020312151702.5e6754af.pburkett@callatg.com> Ok, here's my new dilemma: The service I'm providing with your fine software requires my customers to NOT see the queue list on the right, but at the same time, I want them to have access to creating a ticket. So I revoke the priveledge "SeeQueue" but allow them to have the rights "ShowTicket" "CreateTicket" "CommentOnTicket" "ReplyToTicket" "ShowTicketComments" still nothing. I still cannot create a new ticket, what's the problem? Is there any other rights I should give them? -- Paul Burkett ATG Intern http://www.red-fusion.org/ From kosmos23 at polbox.com Wed Mar 13 04:33:24 2002 From: kosmos23 at polbox.com (kosmita) Date: Wed, 13 Mar 2002 10:33:24 +0100 Subject: [rt-users] Problems after migration rt1 to rt2 Message-ID: <011901c1ca72$1ffad7e0$9658010a@220Volt> Hello, I'm having problems with migration from rt1 to rt2. I installed and configured testing rt2 instance on new machine. Everything worked well (ticket creation, commenting, coresponding, sending to and fro rt2 system via www and mail gateway). After I tested it a little I decided to move tickets from the old instanceto new one. I instaled again fresh instance of rt2 and used import-1.0-to-2.0.pl script. It went OK, all tickets (about 1500) were moved. After this operation I'm unable to create any ticket. WWW and mailgate respods with: RT Error. Below is what I get in rt log file. What could be wrong ? DBD::Pg::st execute failed: ERROR: Cannot insert a duplicate key into unique index tickets_pkey at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 320, line 54. RT::Handle=HASH(0xc3bd80) couldn't execute the query 'INSERT INTO Tickets (Creator, Due, Status, LastUpdatedBy, Resolved, Type, TimeWorked, LastUpdated, Subject, FinalPriority, Queue, Created, TimeLeft, InitialPriority, Owner, Priority, Starts) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'ERROR: Cannot insert a duplicate key into unique index tickets_pkey RT::Ticket=HASH(0xe2f834) ->Create couldn't set EffectiveId: No value sent to _Set! RT::Transaction->Create couldn't, as you didn't specify a ticket idTicket couldn't be created: WebRT Any ideas ??? jacek PS. Config is: Linux Suse 7.3 (sparc), perl 5.6.1, rt-2-0-11, Apache/1.3.22 (Unix) mod_perl/1.26 configured; postgres 7.1.3 From jason at englanders.cc Wed Mar 13 09:11:38 2002 From: jason at englanders.cc (Jason Englander) Date: Wed, 13 Mar 2002 09:11:38 -0500 (EST) Subject: [rt-users] Resolve Message-ID: Can anyone save me some time and suggest how I would go about getting the 'Resolve' link to resolve the ticket without bringing up the comment page? I'm using RT 2.0.9 Jason From bgeraldo at sockeye.com Wed Mar 13 10:01:25 2002 From: bgeraldo at sockeye.com (Bolivar Geraldo) Date: Wed, 13 Mar 2002 10:01:25 -0500 Subject: [rt-users] Require a Requestor to change password Message-ID: <3C8F69C4.2BF9DDC7@sockeye.com> Is there a way to require that a Requestor change his/her password the first time that they access the web-ui in RT? Bolivar -- Bolivar Geraldo (Junior) NOC Analyst Ph: 617-559-4031 E-mail: bgeraldo at sockeye.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From kosmos23 at polbox.com Wed Mar 13 10:10:31 2002 From: kosmos23 at polbox.com (kosmita) Date: Wed, 13 Mar 2002 16:10:31 +0100 Subject: [rt-users] Problems after migration rt1 to rt2 Message-ID: <01bc01c1caa1$37b46840$9658010a@220Volt> supid me I didn't perform sugested postgresql configuration well. This solves out everything: "6. If you are importing to a postgres database, you will need to execute the following SQL statement from within your RT2 database. $ psql rt2 psql> SELECT setval('tickets_id_seq', (select max(id) from tickets));" From KFerguso at chi.navtech.com Wed Mar 13 10:24:42 2002 From: KFerguso at chi.navtech.com (Ferguson, Kevin) Date: Wed, 13 Mar 2002 09:24:42 -0600 Subject: [rt-users] HeadsUp dir location Message-ID: <91468650040FD411A51100104B63E23102E280FC@postman.chi.navtech.com> I'm having a minor problem with the HeadsUp add-on. I tried copying it to RT2 local html tree but all I received were '404 not found' errors. However, when I moved it to the main RT2 html directory, it worked just fine. I thought that the local directories were examined first for content and then the main dirs. I have a modified Tabs element file in the local tree that is detected over the mainline file. Any ideas on why the HeadsUp content is not detected in local? Yes, I performed the appropriate Apache stops and starts between tests. ttfn, kevin ferguson From matthew.disney at fedex.com Wed Mar 13 10:52:18 2002 From: matthew.disney at fedex.com (Matt Disney) Date: Wed, 13 Mar 2002 09:52:18 -0600 Subject: [rt-users] HeadsUp dir location In-Reply-To: <91468650040FD411A51100104B63E23102E280FC@postman.chi.navtech.com> References: <91468650040FD411A51100104B63E23102E280FC@postman.chi.navtech.com> Message-ID: <200203131551.g2DFpXN00616@nfsb.ecdev.fedex.com> I think there's been discussion about this before on this list... I believe I may have asked this same question. At any rate, my experience has been that if you create a new directory in your local component root ("new directory" = directory that doesn't exist in the main component root), you also need to go ahead and create an empty directory in the main component root as well as an index.html in that directory. So, let's say you're installed in /opt/rt2 and you want to install HeadsUp. You could put the HeadsUp content in /opt/rt2/local/WebRT/html. However, you'll still need to "mkdir /opt/rt2/WebRT/html/HeadsUp" and "touch /opt/rt2/WebRT/html/HeadsUp/index.html" before it will work. The local component path thing seems to be less of a "check here first" than it is a literal local override. Hope that's some help, and that I haven't misspoken any about HTML::Mason. Matt "Ferguson, Kevin" writes: > >I'm having a minor problem with the HeadsUp add-on. I tried copying >it to RT2 local html tree but all I received were '404 not found' errors. >However, when I moved it to the main RT2 html directory, it worked >just fine. I thought that the local directories were examined first >for content and then the main dirs. I have a modified Tabs element >file in the local tree that is detected over the mainline file. Any >ideas on why the HeadsUp content is not detected in local? > >Yes, I performed the appropriate Apache stops and starts >between tests. > >ttfn, >kevin ferguson > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > From KFerguso at chi.navtech.com Wed Mar 13 11:23:05 2002 From: KFerguso at chi.navtech.com (Ferguson, Kevin) Date: Wed, 13 Mar 2002 10:23:05 -0600 Subject: [rt-users] HeadsUp dir location Message-ID: <91468650040FD411A51100104B63E23102E280FD@postman.chi.navtech.com> Hi Matt, Thanks for the info; it solved my dilemma. If it was mentioned in the archives, I didn't find it. > -----Original Message----- > From: Matt Disney [mailto:matthew.disney at fedex.com] > Sent: Wednesday, March 13, 2002 9:52 AM > To: rt-users at lists.fsck.com > Subject: Re: [rt-users] HeadsUp dir location > > > I think there's been discussion about this before on this list... I > believe I may have asked this same question. > > At any rate, my experience has been that if you create a new directory > in your local component root ("new directory" = directory that doesn't > exist in the main component root), you also need to go ahead > and create > an empty directory in the main component root as well as an index.html > in that directory. > > So, let's say you're installed in /opt/rt2 and you want to install > HeadsUp. You could put the HeadsUp content in > /opt/rt2/local/WebRT/html. However, you'll still need to > "mkdir /opt/rt2/WebRT/html/HeadsUp" and > "touch /opt/rt2/WebRT/html/HeadsUp/index.html" before it will work. > > The local component path thing seems to be less of a "check > here first" > than it is a literal local override. > > Hope that's some help, and that I haven't misspoken any about > HTML::Mason. > > Matt > From bruce_campbell at ripe.net Wed Mar 13 11:59:03 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Wed, 13 Mar 2002 17:59:03 +0100 (CET) Subject: [rt-users] HeadsUp dir location In-Reply-To: <91468650040FD411A51100104B63E23102E280FD@postman.chi.navtech.com> Message-ID: On Wed, 13 Mar 2002, Ferguson, Kevin wrote: > Thanks for the info; it solved my dilemma. > If it was mentioned in the archives, I didn't find it. Well, its now in RT/FM so future searches will find it ;) -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From sw-lists at onyx.net Wed Mar 13 12:03:55 2002 From: sw-lists at onyx.net (Simon Woodward) Date: 13 Mar 2002 17:03:55 +0000 Subject: [rt-users] recommendd mysql indices? In-Reply-To: <013a01c1c59c$9c0ea4e0$0b16160a@Desktop> References: <013a01c1c59c$9c0ea4e0$0b16160a@Desktop> Message-ID: <1016039035.17154.4.camel@brockrigg.onyx.net> On Thu, 2002-03-07 at 05:54, matthew zeier wrote: > > Are there suggested table indices other than what RT installs by default, > that I may want to use? The NOC guys are telling me that it's getting > "slower". > > Thanks. Thats interesting because I have just started getting some similar reports from our helpdesk guys, (on occasion and still vary rare) ... I have so far just put it down to someone doing a long nasty complicated search ... but if there are any suggestions on this, would be keen to hear them. TIA Simon. From bruce_campbell at ripe.net Wed Mar 13 12:04:06 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Wed, 13 Mar 2002 18:04:06 +0100 (CET) Subject: [rt-users] Two problems In-Reply-To: <1015931361.2823.78.camel@localhost.localdomain> Message-ID: On 12 Mar 2002, Marc Beyer wrote: > Entering the ticket number and clicking "Goto ticket" brings up the > ticket for display. And I can edit it, close it, everything. It just > refuses to appear in the summary. You need to give each user the 'SeeQueue' Right. Note that applying 'SeeQueue' to any group that the user is in doesn't quite work ;) Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From seth at genome.wi.mit.edu Wed Mar 13 12:26:11 2002 From: seth at genome.wi.mit.edu (Seth Gordon) Date: Wed, 13 Mar 2002 12:26:11 -0500 Subject: [rt-users] migrating from RT 2.0.11/PostgreSQL to RT 2.0.11/MySQL? Message-ID: <3C8F8BB3.BF38CF0F@genome.wi.mit.edu> I have been running an RT server on a machine with PostgreSQL for a few months, and now I want to migrate all the ticket information to another installation, which runs MySQL. In PostgreSQL, the output of "pg_dump " appears to be the sequence of SQL commands that would be necessary to reconstruct the database. If I just dump the PostgreSQL RT database, and then use whatever MySQL's "execute all the SQL in this file" is to rebuild the database on the new server, will I have a problem? Do I have to massage the dump file in some way to make it conform to MySQL syntax or to match some configuration detail in the other system? The new installation has no tickets, queues, or users on it that I care about preserving. Both are running RT 2.0.11. -- "Any fool can write code that a computer can understand. Good programmers write code that humans can understand." --Martin Fowler // seth gordon // wi/mit ctr for genome research // // seth at genome.wi.mit.edu // standard disclaimer // From bruce_campbell at ripe.net Wed Mar 13 12:57:49 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Wed, 13 Mar 2002 18:57:49 +0100 (CET) Subject: [rt-users] migrating from RT 2.0.11/PostgreSQL to RT 2.0.11/MySQL? In-Reply-To: <3C8F8BB3.BF38CF0F@genome.wi.mit.edu> Message-ID: On Wed, 13 Mar 2002, Seth Gordon wrote: > problem? Do I have to massage the dump file in some way to make it > conform to MySQL syntax or to match some configuration detail in the > other system? General advice would be to not attempt to import the complete dump in one sitting. If the dump is indeed solely SQL commands, containing no psql-specific items, go for it. Unfortunately, neither MySQL nor PostgreSQL appear to have specific documentation regarding migrating PostgreSQL to MySQL. Documentation for the other way around exists in plenty. Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From seth at ttsg.com Wed Mar 13 14:04:22 2002 From: seth at ttsg.com (seth) Date: Wed, 13 Mar 2002 14:04:22 -0500 Subject: [rt-users] any one done this before? Message-ID: <3C8FA2B6.4010201@ttsg.com> hello, working with RT right now and tying to add some things to it. all our customers open tickets via email and not the web url. The problem I am having is a single customer might have 5-10 email addresses. All these need to be created under a single user so they can view stuff via the web page. What I have done so far is set up an exteranl lookup that just does matching. It says if it comes from email address Y then assign the $CurrentUser to X. This part works fine and the ticket gets inserted as user X. Well now they want it so that when the ticket is created the notify goes not only to the owner of the new ticket but CC's the first email address it was sent in under (before the extrenal lookup) . I am having a problem carrying the CC all the way through the ticket create. Has anyone done something simular to this? Thanks seth seth at ttsg.com From khera at kcilink.com Wed Mar 13 14:03:46 2002 From: khera at kcilink.com (Vivek Khera) Date: Wed, 13 Mar 2002 14:03:46 -0500 Subject: [rt-users] migrating from RT 2.0.11/PostgreSQL to RT 2.0.11/MySQL? In-Reply-To: References: <3C8F8BB3.BF38CF0F@genome.wi.mit.edu> Message-ID: <15503.41618.906507.314040@yertle.kciLink.com> >>>>> "BC" == Bruce Campbell writes: BC> On Wed, 13 Mar 2002, Seth Gordon wrote: >> problem? Do I have to massage the dump file in some way to make it >> conform to MySQL syntax or to match some configuration detail in the >> other system? BC> General advice would be to not attempt to import the complete dump in one BC> sitting. If the dump is indeed solely SQL commands, containing no BC> psql-specific items, go for it. I think if you use the mysql schema file from the source tree and then import the data you should be ok. Just make sure sequence numbers are set to work properly after the import. Usually, it makes more sense to add the indexes after the data, but that depends on your data set size. From gregs at Intellstat.com Wed Mar 13 14:28:44 2002 From: gregs at Intellstat.com (Greg Smythe) Date: Wed, 13 Mar 2002 11:28:44 -0800 Subject: [rt-users] Sending attachments to requestors Message-ID: <41257DB9CD3CD311BE92006008A52B2554FF77@maili.intellstat.com> When I attach a file to a response in a ticket, the response gets sent, but the file attachment doesn't (but the attachement shows up in the ticket details). Is there a way to do this? I didn't see anything in the FAQ about it... I'm using 2.0.9 Thanks, -=-=-=-=-=-=-=-=-=-=-=-=-=- Greg Smythe SysAdmin Intellstat Communications WA State Resident -------------- next part -------------- An HTML attachment was scrubbed... URL: From grega.milcinski at ijs.si Wed Mar 13 16:47:27 2002 From: grega.milcinski at ijs.si (Grega Milcinski) Date: Wed, 13 Mar 2002 22:47:27 +0100 Subject: [rt-users] New Ticket In... Message-ID: <013001c1cad8$bd8e4990$0101a8c0@WWWEED> In combo box New Ticket in... there are written just queues, where user (or group) has SeeQueue rights. I would like to write down all queues, where user (or group) has CreateTicket rights. Is is possible to achieve that and how? Regards Grega ----------------------------------------------- Grega Milcinski E-mail: grega.milcinski at s5.net From cgilmore at tivoli.com Wed Mar 13 16:54:15 2002 From: cgilmore at tivoli.com (Christian Gilmore) Date: Wed, 13 Mar 2002 15:54:15 -0600 Subject: [rt-users] any one done this before? In-Reply-To: <3C8FA2B6.4010201@ttsg.com> Message-ID: <000d01c1cad9$9ed66810$69285492@tivoli.com> Seth, Try the external-users contrib package. It contains a localuseradmin script that will do the mappings that you desire. Creating a ticket with the cc being the original e-mail address offers one clunky solution that you modify GetCurrentUser to pass back a modified head object that now has the old e-mail address in the CC field. Part of doing this would to have LookupExternalUserInfo return OriginalEmailAddress => $orig in the paramhash. Regards, Christian > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of seth > Sent: Wednesday, March 13, 2002 1:04 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] any one done this before? > > > hello, > > working with RT right now and tying to add some things to > it. all our > customers open tickets via email and not the web url. The > problem I am > having is a single customer might have 5-10 email addresses. > All these > need to be created under a single user so they can view stuff via the > web page. > > What I have done so far is set up an exteranl lookup that just does > matching. It says if it comes from email address Y then assign the > $CurrentUser to X. This part works fine and the ticket gets > inserted as > user X. > > Well now they want it so that when the ticket is created the > notify goes > not only to the owner of the new ticket but CC's the first > email address > it was sent in under (before the extrenal lookup) . I am having a > problem carrying the CC all the way through the ticket create. Has > anyone done something simular to this? > > Thanks > > seth > > seth at ttsg.com > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From mwatson at netspace.net.au Wed Mar 13 17:24:51 2002 From: mwatson at netspace.net.au (Mat) Date: Thu, 14 Mar 2002 09:24:51 +1100 Subject: [rt-users] recommendd mysql indices? In-Reply-To: <1016039035.17154.4.camel@brockrigg.onyx.net> Message-ID: > On Thu, 2002-03-07 at 05:54, matthew zeier wrote: > > > > Are there suggested table indices other than what RT installs > by default, > > that I may want to use? The NOC guys are telling me that it's getting > > "slower". > > > > Thanks. > > Thats interesting because I have just started getting some similar > reports from our helpdesk guys, (on occasion and still vary rare) ... I > have so far just put it down to someone doing a long nasty complicated > search ... but if there are any suggestions on this, would be keen to > hear them. > > TIA You are most likely correct there, i'm getting major slow downs (rt locked up for minutes) due mainly to locking issues with mysql. mysql locks on the table level, which is apparently faster, but can cause alot of issues. I've done a few quick tests and I'm currently of the opinion that pgsql is probably better for RT2 with a large database. Regards, Mat. > Simon. > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users From hwagener at hamburg.fcb.com Thu Mar 14 03:37:42 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Thu, 14 Mar 2002 09:37:42 +0100 Subject: [rt-users] Sending attachments to requestors References: <41257DB9CD3CD311BE92006008A52B2554FF77@maili.intellstat.com> Message-ID: <3C906156.E7F58EB6@hamburg.fcb.com> > Greg Smythe wrote: > > When I attach a file to a response in a ticket, the response gets sent, but > the file attachment doesn't (but the attachement shows up in the ticket > details). Is there a way to do this? I didn't see anything in the FAQ about > it... I'm using 2.0.9 > This is standard behaviour. There is an addon (NotifyWithAtachment or so) in the contribution driectory of the official download area, which will let things work as expected. Regards, H. -- Harald Wagener * An der Alster 42 * 20099 Hamburg * http://www.fcb-wilkens.com From denis at imsltd.com Thu Mar 14 08:16:40 2002 From: denis at imsltd.com (Denis Croombs) Date: Thu, 14 Mar 2002 13:16:40 -0000 Subject: [rt-users] RT on an existing RedHat 7.1 System Message-ID: <007e01c1cb5a$7ada8140$b41bcac2@denisy2k.imsltd.com> Hi All I am looking to install RT on an existing system, which already has Apache, MySQL, PHP4-MYSQL, PHP4 & Perl 5 installed and working for other systems, has anyone else started from this point and if so do you have any notes/short cuts save me following the full RT manual. Many thanks Denis Croombs From bruce_campbell at ripe.net Thu Mar 14 08:41:04 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Thu, 14 Mar 2002 14:41:04 +0100 (CET) Subject: [rt-users] RT on an existing RedHat 7.1 System In-Reply-To: <007e01c1cb5a$7ada8140$b41bcac2@denisy2k.imsltd.com> Message-ID: On Thu, 14 Mar 2002, Denis Croombs wrote: > I am looking to install RT on an existing system, which > already has Apache, MySQL, PHP4-MYSQL, PHP4 & Perl 5 > installed and working for other systems, has anyone else > started from this point and if so do you have any notes/short > cuts save me following the full RT manual. Following the manual or INSTALL quick guide will give you a greater understanding of RT. If you have problems with sections of that, rt-users can help ;) -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From bshafer at du.edu Thu Mar 14 09:10:22 2002 From: bshafer at du.edu (Bob Shafer) Date: Thu, 14 Mar 2002 07:10:22 -0700 (MST) Subject: [rt-users] AdminGroups Message-ID: I'm a newbie and I'm stumbling my way along the path. After a bunch of fiddling, reading the documentation and the mailing list archives I've got something that seems to be working. I'm far enough along now to experiment with how I would like to have things set up. But I've run into a problem and I'm wondering if I'm going about things correctly. If it works out, we'll bring RT2 up with at least a few queues. For things like our NOC, Help Desk and Secuity Desk, etc. I really don't want to have to manage all the queues, so I'm trying to set things up so the supervisors in those areas can do most of their own administration. To that end, I've set up a QAdmin group with a couple of permissions at the global level to allow them to manage users and groups. (AdminUsers and AdminGroups). Once I understood how to do that, it was easy. I set up the group, added myself as a user, logged out of root, and in as myself. And it all worked, I can do everything I expected to do, but add users to groups. I can create groups, which I'd just as soon not allow Qadmins, at least to begin with, but I can't add users to the groups, which I would like them to be able to do. So, what am I doing wrong? Do I need to allow other rights? Thanks, Bob Shafer University of Denver P.S. And thanks to Jesse and everyone else who has contributed to RT. It sure looks like something that will meet a big need at DU. From djsilva at refertelecom.pt Thu Mar 14 09:57:34 2002 From: djsilva at refertelecom.pt (Diogo Jeronimo da Silva) Date: Thu, 14 Mar 2002 14:57:34 -0000 Subject: [rt-users] AdminGroups References: Message-ID: <012c01c1cb68$93469bc0$f1c8a8c0@refertelecom> Hi, I'm a new user of RT2 version 2.0.11, and i'm having a Mason problem when i going to "Create a new queue". Sometimes i get this message, but not allways (in the other cases it gets the full html ok): ------ Mason error error in file: /usr/lib/perl5/5.6.0/Carp/Heavy.pm line 79: Bizarre copy of HASH in aassign context: ... 75: # them according to the format variables defined earlier in 76: # this file and join them onto the $sub sub-routine string 77: if ($hargs) 78: # we may trash some of the args so we take a copy 79: @a = @DB::args; # must get local copy of args 80: # don't print any more than $MaxArgNums 81: if ($MaxArgNums and @a > $MaxArgNums) 82: # cap the length of $#a and set the last element to '...' 83: $#a = $MaxArgNums; ... component stack: /Admin/Queues/Modify.html [standard] /autohandler [standard] code stack: /usr/lib/perl5/5.6.0/Carp/Heavy.pm:79 raw_error ------------------ 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 joseph85750 at yahoo.com Thu Mar 14 10:03:11 2002 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Thu, 14 Mar 2002 07:03:11 -0800 (PST) Subject: [rt-users] RT on an existing RedHat 7.1 System In-Reply-To: <007e01c1cb5a$7ada8140$b41bcac2@denisy2k.imsltd.com> Message-ID: <20020314150311.37130.qmail@web13101.mail.yahoo.com> I tried this, and fell off a cliff. One of the problems I had was the apache with mod_perl. I just reinstalled everything, and placed it all in a single 'rt' directory. In that directory, I have subdirectories: perl, postgres, etc. That way, backups are pretty easy too. --- Denis Croombs wrote: > Hi All > > I am looking to install RT on an existing system, > which > already has Apache, MySQL, PHP4-MYSQL, PHP4 & Perl 5 > > installed and working for other systems, has anyone > else > started from this point and if so do you have any > notes/short > cuts save me following the full RT manual. > > Many thanks > > Denis Croombs > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users __________________________________________________ Do You Yahoo!? Yahoo! Sports - live college hoops coverage http://sports.yahoo.com/ From michael.k.brown at alcatel.com Thu Mar 14 10:20:38 2002 From: michael.k.brown at alcatel.com (Michael K Brown) Date: Thu, 14 Mar 2002 10:20:38 -0500 Subject: [rt-users] LDAP and autohandler Message-ID: <000801c1cb6b$cc6513c0$9d37788a@ca.newbridge.com> Hi All! I'm trying to get our new RT installation (2.0.11) running with LDAP, and I could really use some help. My Unix knowledge is pretty good, but I'm definitely not a programmer! I'll get to my problems in a minute. Jesse, Having gone down the "Clarify" road (courtesy our IS department), and turned to RT2 instead, I really have to say that you have a wonderful product here. RT2 does more in my application (supporting an R&D environment of 500 users, with a support team of 6 lab techs) than "Clarify" could ever do. I'm really impressed with RT, and I haven't even got the mail gateway up yet (waiting on IS to point my e-mail addresses to my server). Lots of people seem to need or want LDAP authentication; I'm wondering if you could build it in to the base system, and if people need it, they could copy over the appropriate files much like nsswitch.conf. (i.e. cp autohandler.LDAP autohandler and cp config.LDAP config.pm). Just a thought... Now, on to my LDAP woes... If anyone has a working version of this that they'd like to post or e-mail me, your help would be greatly appreciated! I'm under the gun to get this running ASAP, because my 5 team members and I are just drowning in work! I've put in the LDAP mod for External Users into config.pm. I've also tried the autohandler mod shown in the following link (I have e-mailed the contributor off list, and I'm hoping he's still around to be able to answer). http://lists.fsck.com/pipermail/rt-users/2001-September/004423.html I would like to go with the autohandler route as opposed to just turning on the WebExternalAuth, as RT's login screen is much nicer, and the ability to 'logout' is a requirement in my lab environment, where many users share workstations. The problems I'm having with the autohandler mod is that root can't log-in (mason errors) and something's not quite right with our LDAP authentication... I keep getting Error Login failed: LDAP_NO_SUCH_OBJECT I think my LDAP problem may be in this line my $dn = "uid=" . $user . ",o=our company, c=ca"; but I can't see what's wrong with this. Here's the mason error for root logins: error in file: /usr/local/rt2/WebRT/data/obj/STANDARD/autohandler line 72: Can't call method "id" on an undefined value context: ... 68: } 69: 70: } else 71: 72: unless ($session{'CurrentUser'}->id() ) 73: delete $session{'CurrentUser'}; 74: $m->comp('/Elements/Login', %ARGS, Error=> 'Your username or password is incorrect'); 75: $m->abort(); 76: }; ... component stack: /autohandler [standard] code stack: /usr/local/rt2/WebRT/data/obj/STANDARD/autohandler:72 raw_error raw error: error while executing /autohandler [standard]: Can't call method "id" on an undefined value at /usr/local/rt2/WebRT/data/obj/STANDARD/autohandler line 72, line 1. HTML::Mason::Interp::__ANON__('Can\'t call method "id" on an undefined value at /usr/local/rt2/...') called at /usr/local/rt2/WebRT/data/obj/STANDARD/autohandler line 72 HTML::Mason::Commands::__ANON__('pass', 'labsup', 'user', 'root') called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 131 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x109eb7 c)', 'pass', 'labsup', 'user', 'root') called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 653 eval {...} called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 653 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x10859 b4)', 'HASH(0x108d7d4)', 'HTML::Mason::Component::FileBased=HASH(0x109eb7c)', 'pass', 'labsup', 'user', 'root') called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 159 eval {...} called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 159 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x10859 b4)', '/index.html', 'pass', 'labsup', 'user', 'root') called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 914 HTML::Mason::ApacheHandler::handle_request_1('HTML::Mason::ApacheHandler=HAS H(0xf369fc)', 'Apache=SCALAR(0xfb5678)', 'HTML::Mason::Request::ApacheHandler=HASH(0x10859b4)', undef) called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 560 eval {...} called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 560 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0xf369fc)', 'Apache=SCALAR(0xfb5678)') called at /usr/local/rt2/bin/webmux.pl line 165 RT::Mason::handler('Apache=SCALAR(0xfb5678)') called at /dev/null line 0 eval {...} called at /dev/null line 0 Any help would be greatly appreciated! Thanks for your time, and for wading through this huge e-mail! Michael K. Brown Lab Technician ATM Engineering Services - Lab Services Tel: (613) 784-4354 michael.k.brown at alcatel.com From johan.edstrom at sca.com Thu Mar 14 12:31:13 2002 From: johan.edstrom at sca.com (Edstrom Johan) Date: Thu, 14 Mar 2002 09:31:13 -0800 Subject: [rt-users] LDAP and autohandler In-Reply-To: <000801c1cb6b$cc6513c0$9d37788a@ca.newbridge.com> Message-ID: The line below tells you that Net::LDAP could not find any objects .... - I think you have the DN/and or base wrong. The build of the DN is important, if you do not have the exact structure of you schema, you might just want to connect first and do a search along the lines of (&(objectclass=inetorgperson)(uid=$uid)) Where the $uid should correspond to an existing $uid in the Directory. I put an "Offline" or batch oriented contrib up there in the contrib-2.0 director, it's called LDAPsynch.tar.gz or something like that, you could steal some code from there, I do a similar thing - just scan through all email addresses and copy data over from LDAP so all of our users have correct phone-numbers and addresses.... /JE > Login failed: LDAP_NO_SUCH_OBJECT > > I think my LDAP problem may be in this line > > my $dn = "uid=" . $user . ",o=our company, c=ca"; > > but I can't see what's wrong with this. > > > Here's the mason error for root logins: > > error in file: /usr/local/rt2/WebRT/data/obj/STANDARD/autohandler > line 72: Can't call method "id" on an undefined value > > context: ... > 68: } > 69: > 70: } else > > 71: > 72: unless ($session{'CurrentUser'}->id() ) > > 73: delete $session{'CurrentUser'}; > 74: $m->comp('/Elements/Login', %ARGS, Error=> 'Your username or password > is incorrect'); > 75: $m->abort(); > 76: }; > ... > > component stack: /autohandler [standard] > > code stack: /usr/local/rt2/WebRT/data/obj/STANDARD/autohandler:72 > > > > raw_error > > raw error: > > error while executing /autohandler [standard]: > Can't call method "id" on an undefined value at > /usr/local/rt2/WebRT/data/obj/STANDARD/autohandler line 72, line 1. > HTML::Mason::Interp::__ANON__('Can\'t call method "id" on an > undefined value > at /usr/local/rt2/...') called at > /usr/local/rt2/WebRT/data/obj/STANDARD/autohandler line 72 > HTML::Mason::Commands::__ANON__('pass', 'labsup', 'user', 'root') > called at > /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 131 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HAS > H(0x109eb7 > c)', 'pass', 'labsup', 'user', 'root') called at > /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 653 > eval {...} called at > /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 653 > HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HA > SH(0x10859 > b4)', 'HASH(0x108d7d4)', > 'HTML::Mason::Component::FileBased=HASH(0x109eb7c)', 'pass', 'labsup', > 'user', 'root') called at > /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 159 > eval {...} called at > /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 159 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HA > SH(0x10859 > b4)', '/index.html', 'pass', 'labsup', 'user', 'root') called at > /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 914 > HTML::Mason::ApacheHandler::handle_request_1('HTML::Mason::ApacheH andler=HAS > H(0xf369fc)', 'Apache=SCALAR(0xfb5678)', > 'HTML::Mason::Request::ApacheHandler=HASH(0x10859b4)', undef) called at > /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 560 > eval {...} called at > /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 560 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHan dler=HASH( > 0xf369fc)', 'Apache=SCALAR(0xfb5678)') called at > /usr/local/rt2/bin/webmux.pl line 165 > RT::Mason::handler('Apache=SCALAR(0xfb5678)') called at /dev/null line 0 > eval {...} called at /dev/null line 0 > > > Any help would be greatly appreciated! Thanks for your time, and > for wading > through this huge e-mail! > > Michael K. Brown > Lab Technician > ATM Engineering Services - Lab Services > Tel: (613) 784-4354 > michael.k.brown at alcatel.com > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From bshafer at du.edu Thu Mar 14 11:28:57 2002 From: bshafer at du.edu (Bob Shafer) Date: Thu, 14 Mar 2002 09:28:57 -0700 (MST) Subject: [rt-users] Re: AdminGroups In-Reply-To: Message-ID: Hmmm.... Definitely a newbie... I just needed to beat my head against it a bit more to understand how the software is intended to work. Now I see I don't have to take the approach I was trying to take. But I still wonder why a user granted AdminGroups privledges on my system can't add users to groups. BTW - it appears to happen. But when its done, the user doesn't show up as part of the group. It only works when I do it as root. On Thu, 14 Mar 2002, Bob Shafer wrote: > I'm a newbie and I'm stumbling my way along the path. After a bunch of > fiddling, reading the documentation and the mailing list archives I've > got something that seems to be working. I'm far enough along now to > experiment with how I would like to have things set up. But I've run into > a problem and I'm wondering if I'm going about things correctly. Bob Shafer From mark.a.swayne at xo.com Thu Mar 14 14:01:02 2002 From: mark.a.swayne at xo.com (Swayne, Mark A) Date: Thu, 14 Mar 2002 13:01:02 -0600 Subject: [rt-users] External Authorization and Windows Message-ID: <45EDA71CFF25D411A2E400508B6FC52A05E6622E@orportexch1.internal.nextlink.net> I am going to be adding the External Authorization module and will be using it to authenticate against a Windows NT Domain. I know that many people out there have this type of set up. If you maintian such an installation, what software do you use, and what sort of experience have you had with it? Recently, Tommy Wagner mentioned using Apache::AuthenNTLM, what else have people tried? From rgonza10 at cs.fiu.edu Thu Mar 14 14:16:16 2002 From: rgonza10 at cs.fiu.edu (roberto gonzalez) Date: Thu, 14 Mar 2002 14:16:16 -0500 (EST) Subject: [rt-users] Web Req to RT. Message-ID: Hello out there to the RT community! I just joined up on this mailing list because I could use a little help. I've been tasked by my manager to switch from using WebReq as our staff's request handler to RT. I'm not sure if anyone out there has used WebReq before, but it's a real mess compared to the sleekness of RT. It's simple enough to just switch the email aliases so that all new trouble tickets are funneled through RT instead of WebReq. However, the crux of the problem lies in migrating all the old WebReq info into the RT system. Anyone out there have any leads on any software or pieces of code already made to handle this type of migration? For the most part, WebReq basically keeps all its trouble tickets as seperate files in a handful of directories. Grabbing the files is no major issue. The problem lies in parsing the files. Since it's just a mass of emails appended on top of each other with a couple of headers to give extra info, the logic work is a bit tedious, since I'd have to stick the right information into the correct RT MYSQL tables. Any help would be appreciated, and I can be emailed directly at rgonza10 at cs.fiu.edu. Thanks, Roberto A. Gonzalez Dev group, ECS-212 "To business that we love we rise bedtime, and go to't with delight." -William Shakespeare From cgilmore at tivoli.com Thu Mar 14 16:03:11 2002 From: cgilmore at tivoli.com (Christian Gilmore) Date: Thu, 14 Mar 2002 15:03:11 -0600 Subject: [rt-users] CONTRIB: NotifyRealGroups Message-ID: <000001c1cb9b$a7990f80$69285492@tivoli.com> Jesse, Please review and add the attached ScripAction to notify members of real groups (vs. pseudo groups). Thanks! Regards, Christian ----------------- Christian Gilmore Technology Leader GeT WW Global Applications Development IBM Software Group -------------- next part -------------- A non-text attachment was scrubbed... Name: NotifyRealGroups.tar Type: application/x-tar Size: 20480 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: README Type: application/octet-stream Size: 1415 bytes Desc: not available URL: From pete at jbo.com.au Fri Mar 15 02:41:38 2002 From: pete at jbo.com.au (Peter Illmayer) Date: Fri, 15 Mar 2002 18:41:38 +1100 Subject: [rt-users] outgoing e-mail problem Message-ID: <00b001c1cbf4$daae9da0$1400a8c0@sandman> Hi ALL Have just installed rt2.0 on my machine and it looks great. I have a default queue called support and it is behaving itself.. By this I mean 1) email support at mybox 2) The job is logged in the support queue 3) The requestor gets an e-mail providing reference number I added a 2nd queue called installs. 1) email installs at mybox 2) The job is logged in the installs queue the sender NEVER gets confirmation with the job number. I added a 3rd queue exactly the same.. exact same problem. I can't see the difference between the default queue and any other one I put in.. All that is missing is the e-mail auto responder. I see in maillog that the e-mail is piped and the job then turns up in the queue.. The queue exists as it doesn't get bounced. I believe I set the permissions of the queue correctly.. Can anyone shed any light as I'm tearing my hair out :-) Thanks..Pete -------------- next part -------------- An HTML attachment was scrubbed... URL: From gorazd.bozic at arnes.si Fri Mar 15 04:02:20 2002 From: gorazd.bozic at arnes.si (Gorazd Bozic) Date: Fri, 15 Mar 2002 10:02:20 +0100 Subject: [rt-users] StockAnswers Addin, Abuse, and dead ticket purging. In-Reply-To: Your message of "Tue, 15 Jan 2002 07:51:20 PST." Message-ID: <20020315090220.6F4F742B1E@rzenik.arnes.si> "Rob Mitzel" wrote: > Hey gang, > > Just a quick question...anyone ever used the contributed StockAnswers addin? > I was just setting it up, and it's quite neat (as to why I'll explain in a > sec), but I was curious...any way to insert a blank line in them? I made up > some stock answers, and it seems to crap out as soon as it hits a blank > line. (Robert Spier? You here?) :) I had the same problems and solved it by a slight modification of StockAnswers.html. At the end of this file you have: for my $n (@templates) { open(IN,"<$n") or next; local $/ = ""; my $t = ; $n =~ s{^.+/(.+?)/(.+?)$}{$1:$2}; push @data, [$n,$t]; } which I modified to for my $n (@templates) { open(IN,"<$n") or next; local $/ = ""; my $t = join('', ); $t =~ s/\n/\\n/gs; $t =~ s/\'/\\\'/gs; $n =~ m{^.+/(.+?)/(.+?)$}; my ($dir,$name) = ($1,$2); if ($t =~ s/^\$title:\s*(.+?)\\n//) { $name = $1; } $n = "$dir:$name"; push @data, [$n,$t]; } Since I didn't like filenames as titles of answers, this patched version looks for a line of the form $title: title of this answer in sets the title of the answer accordingly. If there's no '$title:' line in the file, it still uses the name of the file in the list of available answers. Regards, Gorazd From bruce_campbell at ripe.net Fri Mar 15 05:08:54 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Fri, 15 Mar 2002 11:08:54 +0100 (CET) Subject: [rt-users] outgoing e-mail problem In-Reply-To: <00b001c1cbf4$daae9da0$1400a8c0@sandman> Message-ID: On Fri, 15 Mar 2002, Peter Illmayer wrote: > the sender NEVER gets confirmation with the job number. I added a 3rd > queue exactly the same.. exact same problem. I can't see the difference > between the default queue and any other one I put in.. All that is > missing is the e-mail auto responder. Most probably, you have neglected to apply all of the regular Scrips on the new Queues. These handle mailing autoreplies, notifying requestors etc. Have a look (as root on the WebUI) at the Scrip configuration for your working queue (Configuration -> Queues -> select working -> Scrips), and then create each one for your new queues. Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From lists at logicunited.com Fri Mar 15 07:15:24 2002 From: lists at logicunited.com (Dominik Westner) Date: Fri, 15 Mar 2002 13:15:24 +0100 Subject: [rt-users] Upgrade 2.0.12: Where have all my tickets gone? Message-ID: <540F4FB8-380E-11D6-A1C2-000393823B30@logicunited.com> HI all, I have upgraded from 2.0.8 to 2.0.12. I followed the instructions, did make upgrade, insertdata .... But when I restarted apache, I received the following error in the apache log: [Fri Mar 15 12:34:09 2002] [error] [Fri Mar 15 12:34:09 2002] null: Can't locate object method "CaseSensitive" via package "RT::Handle" at /opt/rt2/lib/RT/Record.pm line 128. Well it seems like the CaseSensitive method does not exist in RT::Handle Tried to upgrade several db related perl packages --- no success. As the CaseSensitive statement is used only once, I made the following changes in Record.pm (line 128): #if ($self->_Handle->CaseSensitive) { if (1) { ... which I think means from reading the code the db is supposed to be case insensitive. Then at least RT starts up again, without error. All my users are still there, all my queues are still there ... but all my tickets are gone!!! This is quite unfortunate as you can guess. Any hints? I haven't checked the db yet, but I am pretty sure, that they are still in the db. Thanks Dominik From pdh at snapgear.com Fri Mar 15 07:41:59 2002 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 15 Mar 2002 22:41:59 +1000 Subject: [rt-users] Upgrade 2.0.12: Where have all my tickets gone? In-Reply-To: <540F4FB8-380E-11D6-A1C2-000393823B30@logicunited.com> References: <540F4FB8-380E-11D6-A1C2-000393823B30@logicunited.com> Message-ID: <20020315124159.GA4132@luggage> Dominik Westner wrote: > I have upgraded from 2.0.8 to 2.0.12. > I followed the instructions, did make upgrade, insertdata .... testdeps? > But when I restarted apache, I received the following error in the > apache log: > > [Fri Mar 15 12:34:09 2002] [error] [Fri Mar 15 12:34:09 2002] null: > Can't locate object method "CaseSensitive" via package "RT::Handle" at > /opt/rt2/lib/RT/Record.pm line 128. > > Well it seems like the CaseSensitive method does not exist in RT::Handle But it seems to me that RT::Handle ISA DBIx::SearchBuilder::Handle::$RT::DatabaseType and for RT::DatabaseType being Oracle, Pg or mysql, that in turn ISA DBIx::SearchBuilder::Handle which indeed has such a method (it's overridden in the mysql code, too.) > As the CaseSensitive statement is used only once, I made the following > changes in Record.pm (line 128): > > #if ($self->_Handle->CaseSensitive) { > if (1) { > ... That'll work for Pg but not mysql, by my reading. My guess is that you either have a bogus DatabaseType in config.pm, or, more likely, that your DBIx::SearchBuilder is out of date. From lists at logicunited.com Fri Mar 15 08:38:43 2002 From: lists at logicunited.com (Dominik Westner) Date: Fri, 15 Mar 2002 14:38:43 +0100 Subject: [rt-users] Upgrade 2.0.12: Where have all my tickets gone? In-Reply-To: <20020315124159.GA4132@luggage> Message-ID: Hi Phil, well, here is what make testdeps reports: > Checking for DBI 1.18 ...found > Checking for DBIx::DataSource 0.02 ...found > Checking for DBIx::SearchBuilder 0.48 ...found and > brain:/opt/src/rt-2-0-12 # perl -MCPAN -e'install DBIx::SearchBuilder' > CPAN: Storable loaded ok > Going to read /var/cache/cpan/Metadata > Database was generated on Fri, 15 Mar 2002 08:39:30 GMT > DBIx::SearchBuilder is up to date. > brain:/opt/src/rt-2-0-12 # and greping for CaseSensitive results in this: > brain:/opt/src/rt-2-0-12 # fgrep CaseSensitive > /usr/lib/perl5/site_perl/5.6.0/DBIx/* > fgrep: /usr/lib/perl5/site_perl/5.6.0/DBIx/DataSource: Is a directory > fgrep: /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder: Is a directory > brain:/opt/src/rt-2-0-12 # fgrep CaseSensitive > /usr/lib/perl5/site_perl/5.6.0/DBIx/*/* > fgrep: /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Handle: Is a > directory > fgrep: /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Record: Is a > directory > brain:/opt/src/rt-2-0-12 # fgrep CaseSensitive > /usr/lib/perl5/site_perl/5.6.0/DBIx/*/*/* It seems that my SearchBuilder package is indeed out of date allthough perl cpan reports it different. I forced a reinstall of the package, but there's still no CaseSensitive method. This looks very fishy to me. Dominik On Freitag, M?rz 15, 2002, at 01:41 PM, Phil Homewood wrote: > Dominik Westner wrote: >> I have upgraded from 2.0.8 to 2.0.12. >> I followed the instructions, did make upgrade, insertdata .... > > testdeps? > >> But when I restarted apache, I received the following error in the >> apache log: >> >> [Fri Mar 15 12:34:09 2002] [error] [Fri Mar 15 12:34:09 2002] null: >> Can't locate object method "CaseSensitive" via package "RT::Handle" at >> /opt/rt2/lib/RT/Record.pm line 128. >> >> Well it seems like the CaseSensitive method does not exist in >> RT::Handle > > But it seems to me that RT::Handle ISA > DBIx::SearchBuilder::Handle::$RT::DatabaseType > > and for RT::DatabaseType being Oracle, Pg or mysql, that in turn ISA > DBIx::SearchBuilder::Handle > > which indeed has such a method (it's overridden in the mysql code, too.) > >> As the CaseSensitive statement is used only once, I made the following >> changes in Record.pm (line 128): >> >> #if ($self->_Handle->CaseSensitive) { >> if (1) { >> ... > > That'll work for Pg but not mysql, by my reading. > > My guess is that you either have a bogus DatabaseType in config.pm, > or, more likely, that your DBIx::SearchBuilder is out of date. From lists at logicunited.com Fri Mar 15 09:25:16 2002 From: lists at logicunited.com (Dominik Westner) Date: Fri, 15 Mar 2002 15:25:16 +0100 Subject: [rt-users] Solution: Upgrade 2.0.12: Where have all my tickets gone? In-Reply-To: <20020315124159.GA4132@luggage> Message-ID: <782EA9AC-3820-11D6-A1C2-000393823B30@logicunited.com> Ok, I think I have found the problem. It seems that I have a totally messed up perl installation on the machine. There's the SUSE perl 5.6.0 installed and additionally a perl 5.6.1 installation. CPAN uses 5.6.1 while mod_perl uses 5.6.0 I'll fix it and I am pretty sure that it will work then :-) Thanks for all your help. Dominik On Freitag, M?rz 15, 2002, at 01:41 PM, Phil Homewood wrote: > Dominik Westner wrote: >> I have upgraded from 2.0.8 to 2.0.12. >> I followed the instructions, did make upgrade, insertdata .... > > testdeps? > >> But when I restarted apache, I received the following error in the >> apache log: >> >> [Fri Mar 15 12:34:09 2002] [error] [Fri Mar 15 12:34:09 2002] null: >> Can't locate object method "CaseSensitive" via package "RT::Handle" at >> /opt/rt2/lib/RT/Record.pm line 128. >> >> Well it seems like the CaseSensitive method does not exist in >> RT::Handle > > But it seems to me that RT::Handle ISA > DBIx::SearchBuilder::Handle::$RT::DatabaseType > > and for RT::DatabaseType being Oracle, Pg or mysql, that in turn ISA > DBIx::SearchBuilder::Handle > > which indeed has such a method (it's overridden in the mysql code, too.) > >> As the CaseSensitive statement is used only once, I made the following >> changes in Record.pm (line 128): >> >> #if ($self->_Handle->CaseSensitive) { >> if (1) { >> ... > > That'll work for Pg but not mysql, by my reading. > > My guess is that you either have a bogus DatabaseType in config.pm, > or, more likely, that your DBIx::SearchBuilder is out of date. From cjlynce at twinsburg.lib.oh.us Fri Mar 15 09:36:37 2002 From: cjlynce at twinsburg.lib.oh.us (CJ Lynce) Date: Fri, 15 Mar 2002 09:36:37 -0500 Subject: [rt-users] (no subject) Message-ID: <200203151436.g2FEab005093@tpl.twinsburg.lib.oh.us> Hi there... I'm recently set up RT2... got all the aliases typed out... and tried to send a message to the mail gate... But it fails everytime. I'm looked up on the lists, and found out about smrsh... So i put a symlink to /usr/lib/sendmail.d/bin (where smrsh looks...) and still, nothing happens.. I'm running SuSE 7.3 w/2.4.17d (selfcompiled)... Can anyone help? This is the error mail I'm getting ------------- ----- The following addresses had permanent fatal errors ----- "|/usr/rt/bin/rt-mailgate --queue general --action correspond" (reason: 2) (expanded from: ) ----- Transcript of session follows ----- Can't locate config.pm in @INC (@INC contains: /usr/rt/etc /usr/rt/lib /usr/lib/perl5/5.6.1/i586-linux /usr/lib/perl5/5.6.1 /usr/lib/perl5/site_perl/5.6.1/i586-linux /usr/lib/perl5/site_perl/5.6.1 /usr/lib/perl5/site_perl .) at /usr/rt/lib/RT/Interface/Email.pm line 105. BEGIN failed--compilation aborted at /usr/rt/lib/RT/Interface/Email.pm line 105. Compilation failed in require at /usr/rt/bin/rt-mailgate line 30. BEGIN failed--compilation aborted at /usr/rt/bin/rt-mailgate line 30. 554 5.3.0 unknown mailer error 2 Reporting-MTA: dns; tpl005.twinsburg.org Received-From-MTA: DNS; tpl.twinsburg.lib.oh.us Arrival-Date: Fri, 15 Mar 2002 07:15:53 -0500 Final-Recipient: RFC822; rt at tpl005.twinsburg.org X-Actual-Recipient: X-Unix; |/usr/rt/bin/rt-mailgate --queue general --action correspond Action: failed Status: 5.0.0 Diagnostic-Code: X-Unix; 2 Last-Attempt-Date: Fri, 15 Mar 2002 07:15:54 -0500 ------------------- I WAS GETTING THIS... but then it stopped and started with the message above... ----------------------- ----- The following addresses had permanent fatal errors ----- /usr/rt/bin/rt-mailgate --queue technology --action correspond (reason: can't create (user) output file) (expanded from: ) ----- Transcript of session follows ----- 554 5.3.0 cannot open /usr/rt/bin/rt-mailgate.--queue.technology.--action.correspond: Permission denied 550 5.0.0 /usr/rt/bin/rt-mailgate --queue technology --action correspond... Can't create output Reporting-MTA: dns; tpl005.twinsburg.org Received-From-MTA: DNS; tpl.twinsburg.lib.oh.us Arrival-Date: Fri, 15 Mar 2002 05:15:09 -0500 Final-Recipient: RFC822; techbug at tpl005.twinsburg.org X-Actual-Recipient: X-Unix; /usr/rt/bin/rt-mailgate.--queue.technology.--action.correspond Action: failed Status: 5.3.0 Diagnostic-Code: X-Unix; 73 Last-Attempt-Date: Fri, 15 Mar 2002 05:15:09 -0500 -------------------- And this is what my smrsh directory looks like ------ drwxr-xr-x 2 root root 4096 Mar 15 07:34 ./ drwxr-xr-x 3 root root 4096 Mar 13 01:38 ../ lrwxrwxrwx 1 root root 13 Mar 13 01:38 mail -> /usr/bin/mail -r-x--x--x 1 root root 746860 Sep 23 23:25 mail.local* lrwxrwxrwx 1 root root 17 Mar 13 01:38 procmail -> /usr/bin/procmail* lrwxrwxrwx 1 root root 23 Mar 15 07:34 rt-mailgate -> /usr/rt/bin/rt-mailgate* -r-x--x--x 1 root root 6956 Sep 23 23:25 smrsh* lrwxrwxrwx 1 root root 17 Mar 13 01:38 vacation -> /usr/bin/vacation tpl005:/usr/lib/sendmail.d/bin # ----- And this is what my /usr/rt/bin Looks like ------------ drwxr-xr-x 2 root rt 4096 Mar 15 03:42 ./ drwxr-xr-x 8 root root 4096 Mar 15 02:58 ../ -rwxr-sr-x 1 root rt 5136 Mar 15 02:59 mason_handler.fcgi* -rwxr-sr-x 1 root rt 4631 Mar 15 02:59 mason_handler.scgi* -rwxr-sr-x 1 root rt 29979 Mar 15 02:59 rt* -rwxrwxr-x 1 root rt 8858 Mar 15 02:59 rt-mailgate* -rwxr-sr-x 1 root rt 23821 Mar 15 02:59 rtadmin* -rw-r--r-- 1 root root 3560 Mar 15 03:42 rtadminhelp -rwxr-xr-x 1 root rt 4459 Mar 15 02:59 webmux.pl* tpl005:/usr/rt/bin # ---------------- Sorry for all the junk... but maybe it will help you all.... --CJ -- #!~ CJ Lynce - Systems Specialist #!~ Twinsburg Public Library #!~ 330.425.4268x4 #!~ cjlynce at twinsburg.lib.oh.us -- From KFerguso at chi.navtech.com Fri Mar 15 10:03:42 2002 From: KFerguso at chi.navtech.com (Ferguson, Kevin) Date: Fri, 15 Mar 2002 09:03:42 -0600 Subject: [rt-users] (no subject) Message-ID: <91468650040FD411A51100104B63E23102E28100@postman.chi.navtech.com> The error states that RT's config.pm file cannot be found. It usually resides in rt/etc. Most likely this is a permissions problem. ttfn, kevin > -----Original Message----- > From: CJ Lynce [mailto:cjlynce at twinsburg.lib.oh.us] > Sent: Friday, March 15, 2002 8:37 AM > To: rt-users at lists.fsck.com > Subject: [rt-users] (no subject) > > > Hi there... I'm recently set up RT2... got all the aliases > typed out... > and tried to send a message to the mail gate... But it fails > everytime. > I'm looked up on the lists, and found out about smrsh... So i put a > symlink to /usr/lib/sendmail.d/bin (where smrsh looks...) and still, > nothing happens.. > > I'm running SuSE 7.3 w/2.4.17d (selfcompiled)... Can anyone help? > > This is the error mail I'm getting > > ------------- > ----- The following addresses had permanent fatal errors ----- > "|/usr/rt/bin/rt-mailgate --queue general --action correspond" > (reason: 2) > (expanded from: ) > > ----- Transcript of session follows ----- > Can't locate config.pm in @INC (@INC contains: /usr/rt/etc /usr/rt/lib > /usr/lib/perl5/5.6.1/i586-linux /usr/lib/perl5/5.6.1 > /usr/lib/perl5/site_perl/5.6.1/i586-linux > /usr/lib/perl5/site_perl/5.6.1 /usr/lib/perl5/site_perl .) at > /usr/rt/lib/RT/Interface/Email.pm > line 105. > BEGIN failed--compilation aborted at /usr/rt/lib/RT/Interface/Email.pm > line 105. > Compilation failed in require at /usr/rt/bin/rt-mailgate line 30. > BEGIN failed--compilation aborted at /usr/rt/bin/rt-mailgate line 30. > 554 5.3.0 unknown mailer error 2 > > > > > Reporting-MTA: dns; tpl005.twinsburg.org > Received-From-MTA: DNS; tpl.twinsburg.lib.oh.us > Arrival-Date: Fri, 15 Mar 2002 07:15:53 -0500 > > Final-Recipient: RFC822; rt at tpl005.twinsburg.org > X-Actual-Recipient: X-Unix; |/usr/rt/bin/rt-mailgate --queue general > --action correspond > Action: failed > Status: 5.0.0 > Diagnostic-Code: X-Unix; 2 > Last-Attempt-Date: Fri, 15 Mar 2002 07:15:54 -0500 > ------------------- > > I WAS GETTING THIS... but then it stopped and started with the message > above... > ----------------------- > ----- The following addresses had permanent fatal errors ----- > /usr/rt/bin/rt-mailgate --queue technology --action correspond > (reason: can't create (user) output file) > (expanded from: ) > > ----- Transcript of session follows ----- > 554 5.3.0 cannot open > /usr/rt/bin/rt-mailgate.--queue.technology.--action.correspond: > Permission > denied > 550 5.0.0 /usr/rt/bin/rt-mailgate --queue technology --action > correspond... Can't create output > > > > > Reporting-MTA: dns; tpl005.twinsburg.org > Received-From-MTA: DNS; tpl.twinsburg.lib.oh.us > Arrival-Date: Fri, 15 Mar 2002 05:15:09 -0500 > > Final-Recipient: RFC822; techbug at tpl005.twinsburg.org > X-Actual-Recipient: X-Unix; > /usr/rt/bin/rt-mailgate.--queue.technology.--action.correspond > Action: failed > Status: 5.3.0 > Diagnostic-Code: X-Unix; 73 > Last-Attempt-Date: Fri, 15 Mar 2002 05:15:09 -0500 > -------------------- > > And this is what my smrsh directory looks like > ------ > drwxr-xr-x 2 root root 4096 Mar 15 07:34 ./ > drwxr-xr-x 3 root root 4096 Mar 13 01:38 ../ > lrwxrwxrwx 1 root root 13 Mar 13 01:38 mail -> > /usr/bin/mail > -r-x--x--x 1 root root 746860 Sep 23 23:25 mail.local* > lrwxrwxrwx 1 root root 17 Mar 13 01:38 procmail -> > /usr/bin/procmail* > lrwxrwxrwx 1 root root 23 Mar 15 07:34 rt-mailgate -> > /usr/rt/bin/rt-mailgate* > -r-x--x--x 1 root root 6956 Sep 23 23:25 smrsh* > lrwxrwxrwx 1 root root 17 Mar 13 01:38 vacation -> > /usr/bin/vacation > tpl005:/usr/lib/sendmail.d/bin # > ----- > > And this is what my /usr/rt/bin Looks like > ------------ > drwxr-xr-x 2 root rt 4096 Mar 15 03:42 ./ > drwxr-xr-x 8 root root 4096 Mar 15 02:58 ../ > -rwxr-sr-x 1 root rt 5136 Mar 15 02:59 > mason_handler.fcgi* > -rwxr-sr-x 1 root rt 4631 Mar 15 02:59 > mason_handler.scgi* > -rwxr-sr-x 1 root rt 29979 Mar 15 02:59 rt* > -rwxrwxr-x 1 root rt 8858 Mar 15 02:59 rt-mailgate* > -rwxr-sr-x 1 root rt 23821 Mar 15 02:59 rtadmin* > -rw-r--r-- 1 root root 3560 Mar 15 03:42 rtadminhelp > -rwxr-xr-x 1 root rt 4459 Mar 15 02:59 webmux.pl* > tpl005:/usr/rt/bin # > ---------------- > > Sorry for all the junk... but maybe it will help you all.... > > --CJ > > > -- > #!~ CJ Lynce - Systems Specialist > #!~ Twinsburg Public Library > #!~ 330.425.4268x4 > #!~ cjlynce at twinsburg.lib.oh.us > -- > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From michael.k.brown at alcatel.com Fri Mar 15 13:41:10 2002 From: michael.k.brown at alcatel.com (Michael K Brown) Date: Fri, 15 Mar 2002 13:41:10 -0500 Subject: [rt-users] Anyone using DTRT? How does one install it? Message-ID: <006701c1cc50$fa3aebe0$9d37788a@ca.newbridge.com> Hi Folks! Just wondering if anyone is using DTRT, and wouldn't mind giving the list their opinion, and some ideas on how to install it. I'm interested in it since I've seen a few postings on the other lists about it's integration with RT. Thanks! Michael K. Brown Lab Technician ATM Engineering Services - Lab Services Tel: (613) 784-4354 michael.k.brown at alcatel.com From johan.edstrom at sca.com Fri Mar 15 15:56:54 2002 From: johan.edstrom at sca.com (Edstrom Johan) Date: Fri, 15 Mar 2002 12:56:54 -0800 Subject: [rt-users] Anyone using DTRT? How does one install it? In-Reply-To: <006701c1cc50$fa3aebe0$9d37788a@ca.newbridge.com> Message-ID: I whacked it into my existing RT installation, I've never really looked into to the scheduler though... - Where it's supposed to schedule tickets for available resources and then generate an overview / Gantt chart for all of them.. What I failed at was getting it to respect Starts date and to just shcedule tickets without a DUE date. I was gonna do that later........ I use it mainly from the Project view to Generate a Holding Ticket for alotta SubTasks.. From acravens at uen.org Fri Mar 15 14:16:35 2002 From: acravens at uen.org (Andy Cravens) Date: Fri, 15 Mar 2002 12:16:35 -0700 Subject: [rt-users] Can't locate object method "connect" via package "Apache::DBI" Message-ID: <3C924893.1E223B23@uen.org> Apache error_log reads: Can't locate object method "connect" via package "Apache::DBI" at /opt/gnu/perl5.005_03/lib/site_perl/5.005/sun4-solaris-thread/DBI.pm line 416. I'm troubleshooting this installation of RT that was done by another engineer. I did see several archived posts with users having similar problems. It sounds like the affected server has an improperly installed DBI or Apache::DBI module. Since this is a production server, I don't want to muck with it until I know where to look. Any suggestions? Andy Cravens acravens at uen.org From nevans at fedex.com Fri Mar 15 15:03:07 2002 From: nevans at fedex.com (Nathan Evans) Date: Fri, 15 Mar 2002 13:03:07 -0700 Subject: [rt-users] Can't locate object method "connect" via package "Apache::DBI" In-Reply-To: <3C924893.1E223B23@uen.org> Message-ID: I had a similar problem with a faulty install of a different perl module. Try reinstalling the perl module and make sure that it passes all of the tests. -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Andy Cravens Sent: Friday, March 15, 2002 12:17 PM To: rt-users at lists.fsck.com Subject: [rt-users] Can't locate object method "connect" via package "Apache::DBI" Apache error_log reads: Can't locate object method "connect" via package "Apache::DBI" at /opt/gnu/perl5.005_03/lib/site_perl/5.005/sun4-solaris-thread/DBI.pm line 416. I'm troubleshooting this installation of RT that was done by another engineer. I did see several archived posts with users having similar problems. It sounds like the affected server has an improperly installed DBI or Apache::DBI module. Since this is a production server, I don't want to muck with it until I know where to look. Any suggestions? Andy Cravens acravens at uen.org _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From wash at wananchi.biz Fri Mar 15 19:47:40 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Sat, 16 Mar 2002 03:47:40 +0300 Subject: [rt-users] Trouble New Install Message-ID: <20020316004740.GG50633@ns2.wananchi.com> Hello, Just installed RT but when I send mail to alias I get "No permission to create tickets in the queue 'general'." How do I rectify this? The list is not so easy to search although I am still trying ;-) Thanks -Wash -- Odhiambo Washington "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! :-) ++ Sodd's Second Law: Sooner or later, the worst possible set of circumstances is bound to occur. From wash at wananchi.biz Fri Mar 15 19:59:38 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Sat, 16 Mar 2002 03:59:38 +0300 Subject: [rt-users] More Trouble New Install In-Reply-To: <20020316004740.GG50633@ns2.wananchi.com> References: <20020316004740.GG50633@ns2.wananchi.com> Message-ID: <20020316005938.GA62685@ns2.wananchi.com> Someone using RT-2.0.x with Exim may be able to assist me .. The error I get is.. pipe to |/opt/rt2/bin/rt-mailgate --queue general --action correspond generated by rt at wananchi.com Child process of address_pipe transport returned 255 (could mean shell \ command ended by signal 127 (unrecognized signalnumber)) from command: /opt/rt2/bin/rt-mailgate The following text was generated during the delivery attempt: ------ pipe to |/opt/rt2/bin/rt-mailgate --queue general --action correspond generated by rt at wananchi.com ------ Bad name after sendmail' at /opt/rt2/etc/config.pm line 230. BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Interface/Email.pm line 105. BEGIN failed--compilation aborted at /opt/rt2/bin/rt-mailgate line 30. Thanks -Wash -- Odhiambo Washington "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! :-) ++ There is a certain impertinence in allowing oneself to be burned for an opinion. -- Anatole France From darrinw at nixc.net Fri Mar 15 20:07:28 2002 From: darrinw at nixc.net (Darrin Walton) Date: Fri, 15 Mar 2002 20:07:28 -0500 Subject: [rt-users] Trouble New Install In-Reply-To: <20020316004740.GG50633@ns2.wananchi.com>; from wash@wananchi.biz on Sat, Mar 16, 2002 at 03:47:40AM +0300 References: <20020316004740.GG50633@ns2.wananchi.com> Message-ID: <20020315200728.G76508@nixc.net> |+ Hello, |+ |+ Just installed RT but when I send mail to alias I get |+ |+ "No permission to create tickets in the queue 'general'." |+ |+ How do I rectify this? The list is not so easy to search although |+ I am still trying ;-) Its easy to search the documentation though. You need to fix your permissions. You need to grant CreateTicket rights to Requestor. Check out the documentation, and FAQ at http://www.fsck.com/rtfm From pdh at snapgear.com Fri Mar 15 21:37:11 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sat, 16 Mar 2002 12:37:11 +1000 Subject: [rt-users] More Trouble New Install In-Reply-To: <20020316005938.GA62685@ns2.wananchi.com> References: <20020316004740.GG50633@ns2.wananchi.com> <20020316005938.GA62685@ns2.wananchi.com> Message-ID: <20020316023711.GC4132@luggage> Odhiambo Washington wrote: > Bad name after sendmail' at /opt/rt2/etc/config.pm line 230. > BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Interface/Email.pm line 105. > BEGIN failed--compilation aborted at /opt/rt2/bin/rt-mailgate line 30. At a guess, there's a syntax on or around line 230 of your config.pm? From cjlynce at twinsburg.lib.oh.us Sat Mar 16 12:01:20 2002 From: cjlynce at twinsburg.lib.oh.us (CJ Lynce) Date: Sat, 16 Mar 2002 12:01:20 -0500 Subject: [rt-users] Sending notifications to Watchers Message-ID: <3C937A60.20520E0C@twinsburg.lib.oh.us> Hi there. I finnally got everything up and running, and I like it very much, but now I'm having problems. I have set up people to be AdminCC watchers on my queues. I want an email sent out to the watcher everytime someone sends a request in. (we dont get a whole lot of them, so we wont check the site every hour...) I have made a new template... ------ Subject: Ticket Added - {$Ticket->Subject} You have a new ticket, please login to bugs.twinsburg.org and check on it!! {$Ticket->QueueObj} -------- And set the script to "OnCreate - > NotifyAllWatchers - > Global template: Notify watcher" but nothing happens... I've tired all sorts of combos on the scrips... and still nothing. Can anyone help? Thanks (ps... using sendmail that came with SuSE 7.3... is that sendmail brand sendmail... or what?... thanks) -- #!~ CJ Lynce ~!# #!~ Twinsburg Public Library ~!# #!~ cjlynce at twinsburg.lib.oh.us ~!# From gregs at Intellstat.com Sat Mar 16 12:21:12 2002 From: gregs at Intellstat.com (Greg Smythe) Date: Sat, 16 Mar 2002 09:21:12 -0800 Subject: [rt-users] Sending attachments to requestors Message-ID: <41257DB9CD3CD311BE92006008A52B2554FFBD@maili.intellstat.com> I don't see anything in the contrib for 1.0 or 2.0 for such a thing... -=-=-=-=-=-=-=-=-=-=-=-=-=- Greg Smythe SysAdmin Intellstat Communications WA State Resident -----Original Message----- From: Harald Wagener [mailto:hwagener at hamburg.fcb.com] Sent: Thursday, March 14, 2002 12:38 AM To: Greg Smythe Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Sending attachments to requestors > Greg Smythe wrote: > > When I attach a file to a response in a ticket, the response gets sent, but > the file attachment doesn't (but the attachement shows up in the ticket > details). Is there a way to do this? I didn't see anything in the FAQ about > it... I'm using 2.0.9 > This is standard behaviour. There is an addon (NotifyWithAtachment or so) in the contribution driectory of the official download area, which will let things work as expected. Regards, H. -- Harald Wagener * An der Alster 42 * 20099 Hamburg * http://www.fcb-wilkens.com From jesse at bestpractical.com Sun Mar 17 01:14:04 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 17 Mar 2002 01:14:04 -0500 Subject: [rt-users] [rt-announce] RT 2.0.12 Message-ID: <20020317011404.H18469@fsck.com> I'm pleased to announce RT 2.0.12. This new release includes a number of small bug fixes any improvements as well as one "big" new feature. You can download the latest release of RT from: http://www.fsck.com/pub/rt/release/rt.tar.gz Highlights include: * RT now includes support for "Cc" and "Bcc" on ticket update (This support requires new Scrip actions, which will be automatically installed by running "insertdata " after "make upgrade" * In prior releases, RT would not always properly forward message content when sending notifications on certain MIME messages * In 2.0.11, when running on postgres, RT would deny certain actions that the user actually had rights for. * Starting with 2.0.12, RT will automatically install default recommended Scrips. Jesse A full changelog follows: 2002-03-06 18:57 jesse * lib/RT/Transaction.pm: Added an update that will make dates changed as parts of transaction updates show up in local time 2002-03-06 18:56 jesse * webrt/Admin/Queues/Modify.html: Added a note to the queue creation screen about defaults. 2002-03-01 01:41 jesse * webrt/Ticket/Elements/ShowTransaction: This patch fixes a small problem with printing a message.It checks if themessage is true, not if it has length, so a message containing 0 will notbe printed. From Blair Zajac 2002-03-01 01:39 jesse * bin/rt: RT-Ticket:438 Added brandon's patch to allow searching for tickets by keyword on the commandline 2002-02-28 02:03 jesse * bin/rt: RT-Ticket: 1258 Removed a line that make --limit-priority and --limit-final-priority not work 2002-02-28 01:49 jesse * lib/RT/Action/: Autoreply.pm, SendEmail.pm: RT-Ticket: 1196 2002-02-28 01:38 jesse * lib/RT/Interface/Web.pm: RT-Ticket: 1246 2002-02-28 01:38 jesse * tools/testdeps: Added a couple explicit dependencies to testdeps that should have been there forever ago. you'll only run into this if your cpan doesn't do recursive deps. 2002-02-20 20:45 jesse * Makefile, lib/RT/Interface/Web.pm, webrt/Admin/Users/index.html, webrt/Ticket/Update.html: Bumped the version to 2.0.12-pre5. Web: Fixed a typo in user administration that prevented user listing Web: fixed recieve to receive in ticket/update 2002-02-19 03:23 jesse * lib/RT/Scrips.pm: Fixed a typo. (Added a missing ;) 2002-02-18 18:35 jesse * lib/RT/Condition/Generic.pm: RT-Ticket: 1194 cleaned up a reference to "ApplicableTypes", a nonexistent parameter to Condition->new 2002-02-18 18:30 jesse * webrt/Elements/Login: RT-Ticket: 1226 Added an explicit reset of the content-type to 'text/html' when displaying hte login page 2002-02-18 18:25 jesse * webrt/Admin/Users/index.html: rt-ticket: 1190 Modified administrative userlist to make it easier to click on users who have no Name attribute defined 2002-02-18 18:18 jesse * webrt/: Elements/Header, SelfService/Elements/Header: rt-ticket: 1176 Applied tom's patch which hides the preferences link if the user doesn't have the right to "modify self" 2002-02-18 18:14 jesse * lib/RT/Interface/Email.pm: RT-Ticket: 1165 exporting the ParseAddressFromHeader subroutine so others can play with it 2002-02-18 18:06 jesse * webrt/Ticket/Update.html: RT-Ticket:1209 Removed a bogus font tag from the Ticket update screen 2002-02-18 18:00 jesse * lib/RT/Interface/Web.pm, webrt/Search/Listing.html: RT-Ticket: 1243 Switched the web frontend to use an in-core scalar for uploaded attachment content, rather than a tempfile which wasn't getting cleaned up properly 2002-02-18 16:53 jesse * webrt/Search/Listing.html: RT-Ticket: 1245 Rt-status: resolved Applied a patch to nuke duplicate restrictions in the webui. 2002-02-18 16:47 jesse * webrt/Admin/Groups/Members.html: RT-Ticket: 1421 RT-Status: resolved moved a label inside a loop to make the ui easier to understand 2002-02-18 16:36 jesse * etc/config.pm: Set Default for UseFriendlyToLines to 0 by default, to deal with users running redhat who have trouble configuring RT. 2002-02-18 16:31 jesse * Makefile, lib/RT/Scrip.pm, tools/insertdata: Edited insertdata to insert scrips by default, so that users don't need to go through the configuration task themselves. Change the Makefile's WEB_GROUP to www by default for redhat and OSX. Correced docs for lib/RT/Scrip new() method 2002-02-08 01:23 jesse * webrt/SelfService/Display.html: cleanup to "last trans" in SelfService 2002-02-08 00:53 jesse * lib/RT/Interface/Web.pm: Generalized "Abort" function to allow other non-html error messages with proper handlers 2002-02-08 00:49 jesse * etc/: schema.Pg, schema.mysql: removed duplicate indices 2002-02-07 16:41 jesse * etc/config.pm: Added some docs to the config file from Rich Lafferty 2002-02-04 12:37 jesse * lib/RT/Template.pm: Output template content to core rather than disk when parsing. 2002-01-28 00:59 jesse * webrt/Ticket/Elements/ShowHistory: Closing the #lasttrans anchor 2002-01-28 00:57 jesse * lib/RT/Record.pm: RT-Ticket: 1156 2002-01-28 00:47 jesse * bin/mason_handler.fcgi: Small fix to the fastcgi handler to make attachment display work better, thanks to rich lafferty. 2002-01-28 00:47 jesse * etc/config.pm: Removed some extraneous slashes from the config file. 2002-01-28 00:46 jesse * README: Clarified some readme stuff 2002-01-24 13:30 jesse * lib/RT/Transaction.pm: RT-Ticket: 1201 Better transaction display for "text" and "message" parts. 2002-01-24 13:00 jesse * webrt/Ticket/Elements/ShowTransaction: RT-Ticket: 1166 Implemented better URL regexp matching. 2002-01-24 10:39 jesse * bin/rt-mailgate: Fixed a typo in a debug message in rt-mailgate 2002-01-24 10:34 jesse * lib/RT/Template.pm: Switched from bogus mime parsing to using MIME::Parser like we should have from the get-go. 2002-01-24 10:28 jesse * lib/RT/Record.pm: Added a check to LoadByCols which causes postgres mode to not try to lookup lc(undef) 2002-01-24 10:23 jesse * webrt/NoAuth/webrt.css: Added a new style to the stylesheet to support some new reports 2002-01-24 10:21 jesse * lib/RT/Interface/Email.pm: mail gateway now unfolds long headers on parse. 2002-01-11 15:20 jesse * Makefile, lib/RT/Transaction.pm: RT-Ticket: 950 Aoolyed the recommended patch to make blank bodies not get mailed in lieu of the real message 2002-01-11 01:17 jesse * bin/rt-mailgate: Added a new flag to rt-mailgate to enable setting the owner of new tickets based on +extension 2002-01-11 01:13 jesse * webrt/Ticket/: Modify.html, ModifyAll.html: Adding a couple ACL checks to better deal with moving tickets to queues the user can't see 2002-01-11 01:11 jesse * webrt/Admin/Queues/index.html: Fixed typo in ACL check that resulted in "Create Queue" being more restrictive than it needed to be 2002-01-10 19:05 jesse * webrt/Ticket/Update.html: Cleaned up the Ticekt Update ui some 2002-01-10 19:02 jesse * lib/RT/: Attachment.pm, Action/Notify.pm, Condition/Generic.pm: Cleanups to make Also-Cc and Also-Bcc go 2002-01-10 18:34 jesse * lib/RT/Attachment.pm: Changes to attachment to provide the header frobbing necessary to send mail to ccs and bccs 2002-01-10 18:32 jesse * Makefile, README, lib/RT/Ticket.pm, tools/insertdata, webrt/Ticket/Update.html, lib/RT/Action/Notify.pm: Work on "Explicit Cc" and "Explicit Bcc" for a client 2002-01-10 18:27 jesse * webrt/Ticket/Elements/ShowTransaction: abstracting out a number to a named variable 2002-01-09 02:24 jesse * webrt/Admin/: Groups/index.html, Keywords/index.html: A couple tiny ui cleanups (removed some object ids from the UI where they were just being clutter -- http://www.bestpractical.com/products/rt -- Trouble Ticketing. Free. _______________________________________________ rt-announce mailing list rt-announce at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-announce From sebastian at flothow.de Sun Mar 17 12:51:33 2002 From: sebastian at flothow.de (Sebastian Flothow) Date: Sun, 17 Mar 2002 18:51:33 +0100 Subject: [rt-users] suppressing correspondence to requestor Message-ID: Hi, I need to set up two email aliases for an RT queue. Whether the requestor receives correspondence or not has to depend on which address he has written to. I configured the queue with these scrips: OnCreate AutoreplyToRequestors with template Autoreply OnCorrespond NotifyRequestors with template Correspondence So now I need a way to prevent these scrips from running when the requestor used the silent address, but I couldn't find anything in the RT docs. Has anyone done something similar? My approach would be to pipe incoming mail on the silent address through a perl script which replaces the requestor's address with a local one which redirects to /dev/null. -- Sebastian Flothow sebastian at flothow.de #include From Weimer at CERT.Uni-Stuttgart.DE Sun Mar 17 13:26:34 2002 From: Weimer at CERT.Uni-Stuttgart.DE (Florian Weimer) Date: Sun, 17 Mar 2002 19:26:34 +0100 Subject: [rt-users] suppressing correspondence to requestor In-Reply-To: (Sebastian Flothow's message of "Sun, 17 Mar 2002 18:51:33 +0100") References: Message-ID: <87n0x76of9.fsf@CERT.Uni-Stuttgart.DE> Sebastian Flothow writes: > Has anyone done something similar? Why can't you use comments instead of replies? -- Florian Weimer Weimer at CERT.Uni-Stuttgart.DE University of Stuttgart http://CERT.Uni-Stuttgart.DE/people/fw/ RUS-CERT +49-711-685-5973/fax +49-711-685-5898 From pdh at snapgear.com Sun Mar 17 17:36:15 2002 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 18 Mar 2002 08:36:15 +1000 Subject: [rt-users] Sending attachments to requestors In-Reply-To: <41257DB9CD3CD311BE92006008A52B2554FFBD@maili.intellstat.com> References: <41257DB9CD3CD311BE92006008A52B2554FFBD@maili.intellstat.com> Message-ID: <20020317223615.GA8646@luggage> Greg Smythe wrote: > I don't see anything in the contrib for 1.0 or 2.0 for such a thing... Hmm. Looks like it didn't make it there. It was posted to rt-users a while back; a search of the list dresges up http://lists.fsck.com/pipermail/rt-users/2001-October/004793.html Jesse: Should this be in the contrib/2.0 area? From jesse at bestpractical.com Sun Mar 17 17:56:42 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 17 Mar 2002 17:56:42 -0500 Subject: [rt-users] Sending attachments to requestors In-Reply-To: <20020317223615.GA8646@luggage>; from pdh@snapgear.com on Mon, Mar 18, 2002 at 08:36:15AM +1000 References: <41257DB9CD3CD311BE92006008A52B2554FFBD@maili.intellstat.com> <20020317223615.GA8646@luggage> Message-ID: <20020317175642.N18469@fsck.com> Indeed it should be. and now it is. Sorry 'bout that. Jesse On Mon, Mar 18, 2002 at 08:36:15AM +1000, Phil Homewood wrote: > Greg Smythe wrote: > > I don't see anything in the contrib for 1.0 or 2.0 for such a thing... > > Hmm. Looks like it didn't make it there. It was posted to > rt-users a while back; a search of the list dresges up > > http://lists.fsck.com/pipermail/rt-users/2001-October/004793.html > > Jesse: Should this be in the contrib/2.0 area? > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- http://www.bestpractical.com/products/rt -- Trouble Ticketing. Free. From justincl at u.washington.edu Mon Mar 18 01:29:59 2002 From: justincl at u.washington.edu (justin m. clayton) Date: Sun, 17 Mar 2002 22:29:59 -0800 (PST) Subject: [rt-users] Keyword concept confusion Message-ID: Hi all, I've just come up from the ranks of RT1 to RT2 and am a bit confused about the new Keywords stuff. It looks powerful, but unfortunately the docs are a bit sketchy at this point (or I don't get them). Can someone please explain it to me in the context of what I want to do? Basically, I want to mirror the selection of Areas a la RT1, only with some heirarchy. So, I want to tag a ticket as a bug, project, request, etc. I also optionally provide more specific info (software request vs configuration request or request for purchase of equipment), and still be able to search based on any level of heirarchy (so, search for Request/Software, or just for all Requests). I *thought* that I just defined this order in Configuration.Keywords, but I guess that's not how it's done. Where do Keyword Selections come in to play? I plan to apply these keyword sets to all queues at the moment, but would also like to know how to deal with the possibility of setting up alternates for a different queue at some point. Thanks in advance for all your help. RT2 is a great product! -- Justin Clayton VLSI Research System Administrator University of Washington Electrical Engineering Dept justincl at u.washington.edu 206/543.2523 EE/CSE 307F From Rafael.Corvalan at linkvest.com Mon Mar 18 06:02:23 2002 From: Rafael.Corvalan at linkvest.com (Rafael Corvalan) Date: Mon, 18 Mar 2002 12:02:23 +0100 Subject: [rt-users] Bad SMTP Headers? Seems to be a Template.pm bug Message-ID: Hello, I have had from a long time some errors like: Bad RFC822 field name ' Script And Config File' in the RT log file. As I've seen in the mailing list archives, I'm not alone. After some debugging, it appears that the file Template.pm seems not to be RFC822 compliant (correct me if I'm wrong) regarding the folding of the headers. In fact, the RFC822 (and also do so the RFC2822 that obsolets the 822) says, in chapter 3.1.1: ===================================== 3.1.1. LONG HEADER FIELDS Each header field can be viewed as a single, logical line of ASCII characters, comprising a field-name and a field-body. For convenience, the field-body portion of this conceptual entity can be split into a multiple-line representation; this is called "folding". The general rule is that wherever there may be linear-white-space (NOT simply LWSP-chars), a CRLF immediately followed by AT LEAST one LWSP-char may instead be inserted. Thus, the single line To: "Joe & J. Harvey" , JJV @ BBN can be represented as: To: "Joe & J. Harvey" , JJV at BBN ===================================== Note that the RFC 2822 is a little more clear. I made a very little change in Template.pm that corrected the problem (tested since 2 weeks). The diff is based on Template.pm v1.2 (as per what the file header says: # $Header: /raid/cvsroot/rt/lib/RT/Template.pm,v 1.2 2001/11/06 23:04:14 jesse Exp $). Here is the diff: [root at zorro RT]# diff -C 4 Template.pm.orig Template.pm *** Template.pm.orig Wed Mar 6 11:12:35 2002 --- Template.pm Mon Mar 18 11:31:10 2002 *************** *** 288,295 **** --- 288,296 ---- $self->{'MIMEObj'}->attach(Data => $body); if ($headers) { + $headers =~ s/\n[ \t]//mg; foreach $header (split(/\n/,$headers)) { (my $key, my $value) = (split(/: /,$header,2)); chomp $key; chomp $value; ============================ So, I just remove any carriage return followed by a tab or space. This is, from my point of view, RFC2822 compliant, which says about unfolding: The process of moving from this folded multiple-line representation of a header field to its single line representation is called "unfolding". Unfolding is accomplished by simply removing any CRLF that is immediately followed by WSP. Hope it helps, and sorry if I'm wrong, but I'm not an SMTP specialist... Rafael From sebastian at flothow.de Mon Mar 18 06:20:08 2002 From: sebastian at flothow.de (Sebastian Flothow) Date: Mon, 18 Mar 2002 12:20:08 +0100 Subject: [rt-users] suppressing correspondence to requestor In-Reply-To: <87n0x76of9.fsf@CERT.Uni-Stuttgart.DE> References: <87n0x76of9.fsf@CERT.Uni-Stuttgart.DE> Message-ID: At 19:26 Uhr +0100 17.3.2002, Florian Weimer wrote: >Why can't you use comments instead of replies? This is not sufficient, the autoreply on ticket creation needs to be suppressed as well. -- Sebastian Flothow sebastian at flothow.de #include From sebastian at flothow.de Mon Mar 18 07:01:56 2002 From: sebastian at flothow.de (Sebastian Flothow) Date: Mon, 18 Mar 2002 13:01:56 +0100 Subject: [rt-users] Keyword concept confusion In-Reply-To: References: Message-ID: Did you read the keywords howto at < http://www.fsck.com/pub/rt/contrib/2.0/Keywords-HOWTO.zip > ? -- Sebastian Flothow sebastian at flothow.de #include From andreas.kruthoff at softwired-inc.com Mon Mar 18 09:49:30 2002 From: andreas.kruthoff at softwired-inc.com (Andreas Kruthoff) Date: Mon, 18 Mar 2002 15:49:30 +0100 Subject: [rt-users] Trouble after upgrade Message-ID: <200203181449.g2IEnZY15494@pegasus.dmz.softwired.ch> Hi rt-users I upgraded 11 times before without any problem, but today, it was a pain to access RT after the upgrade. Everything worked well, except accessing the main page. See the apache error_log: [Mon Mar 18 13:42:35 2002] [warn] [Mason] Cannot resolve file to component: /var/lib/rt2/WebRT/html/index.html (is file outside component root?) What went wrong? I assume Mason cache data....? thanks for the support, -andreas linux, suse-7.3, rt-2-0-12. From rt at netthink.co.uk Mon Mar 18 09:51:25 2002 From: rt at netthink.co.uk (Simon Cozens) Date: Mon, 18 Mar 2002 14:51:25 +0000 Subject: [rt-users] "Forward" to 3rd party patch Message-ID: <20020318145125.GB13632@netthink.co.uk> Here are three patches (sorry, Perforce won't let me easily combine them into a single patch) which apply with -p2 to an RT source tree to add the "Forward" action to each transaction. This allows you to forward a transaction onto a third party. If the third party happens to have permission to correspond on the ticket, then they'll be able to reply straight back into RT. It also needs an entry in the scripconditions table and one in the scripactions table: scripactions name : ForwardToThirdParty description: Forward to a third party execmodule : SendToThirdParty scripconditions name : OnForward description : Forwarding to third party execmodule : AnyTransaction applicabletranstypes: Forward If you don't know how to do that, you probably don't want to be playing with this patch yet. :) -- CLUELESSNESS: There are No Stupid Questions, But There Are a LOT of Inquisitive Idiots http://www.despair.com -------------- next part -------------- Change 14965 by simon at simon-squash on 2002/03/18 13:05:58 I believe this gives us forward-to-third-party. Affected files ... ... //systems/src/rt/lib/RT/Action/SendToThirdParty.pm#1 add ... //systems/src/rt/lib/RT/Interface/Web.pm#3 edit ... //systems/src/rt/lib/RT/Ticket.pm#13 edit ... //systems/src/rt/lib/RT/Transaction.pm#3 edit ... //systems/src/rt/webrt/Elements/MessageBox#3 edit ... //systems/src/rt/webrt/Ticket/Elements/ShowTransaction#15 edit ... //systems/src/rt/webrt/Ticket/Update.html#3 edit Differences ... ==== //systems/src/rt/lib/RT/Interface/Web.pm#3 (text) ==== Index: src/rt/lib/RT/Interface/Web.pm --- src/rt/lib/RT/Interface/Web.pm.~1~ Mon Mar 18 14:07:51 2002 +++ src/rt/lib/RT/Interface/Web.pm Mon Mar 18 14:07:51 2002 @@ -249,8 +249,14 @@ MIMEObj => $Message, TimeTaken => $args{ARGSRef}->{'UpdateTimeWorked'}); push(@{$args{Actions}}, $Description); - } - else { + } elsif ($args{ARGSRef}->{'UpdateType'} eq 'forward') { + my ($Transaction, $Description) = $args{TicketObj}->Forward + ( ForwardTo => $args{ARGSRef}->{'ForwardTo'}, + BccMessageTo => $args{ARGSRef}->{'UpdateBcc'}, + MIMEObj => $Message, + TimeTaken => $args{ARGSRef}->{'UpdateTimeWorked'}); + push(@{$args{Actions}}, $Description); + } else { push(@{$args{'Actions'}}, "Update type was neither correspondence nor comment. Update not recorded"); } } ==== //systems/src/rt/lib/RT/Ticket.pm#13 (xtext) ==== Index: src/rt/lib/RT/Ticket.pm --- src/rt/lib/RT/Ticket.pm.~1~ Mon Mar 18 14:07:51 2002 +++ src/rt/lib/RT/Ticket.pm Mon Mar 18 14:07:51 2002 @@ -1758,6 +1758,48 @@ # }}} +# {{{ sub Forward + +=head2 Forward + +Forward this ticket onto a third party. +Takes a hashref with the follwoing attributes: + +MIMEObj, TimeTaken, ForwardTo + +=cut + +sub Forward { + my $self = shift; + + my %args = ( + + MIMEObj => undef, + ForwardTo => undef, + TimeTaken => 0, + @_ ); + + unless (($self->CurrentUserHasRight('ReplyToTicket')) or + ($self->CurrentUserHasRight('ModifyTicket'))) { + return (0, "Permission Denied"); + } + + unless ($args{ForwardTo}) { + return (0, "No Forwarding Address Given"); + } + + + #Record the correspondence (write the transaction) + my ($Trans, $Msg, $TransObj) = $self->_NewTransaction( Type => 'Forward', + Data =>$args{'ForwardTo'}, + TimeTaken => $args{'TimeTaken'}, + MIMEObj => $args{'MIMEObj'} + ); + + + return ($Trans, "Message Forwarded"); +} + # }}} # {{{ Routines dealing with Links and Relations between tickets ==== //systems/src/rt/lib/RT/Transaction.pm#3 (xtext) ==== Index: src/rt/lib/RT/Transaction.pm --- src/rt/lib/RT/Transaction.pm.~1~ Mon Mar 18 14:07:51 2002 +++ src/rt/lib/RT/Transaction.pm Mon Mar 18 14:07:51 2002 @@ -332,7 +332,7 @@ $content=$wrapper->wrap($content); } - $content =~ s/^/> /gm; + $content =~ s/^/> /gm unless $args{'Quote'} == 2; # Secondary quoting style $content = '[' . $self->CreatorObj->Name() . ' - ' . $self->CreatedAsString() . "]:\n\n" . $content . "\n\n"; ==== //systems/src/rt/webrt/Elements/MessageBox#3 (text) ==== Index: src/rt/webrt/Elements/MessageBox --- src/rt/webrt/Elements/MessageBox.~1~ Mon Mar 18 14:07:51 2002 +++ src/rt/webrt/Elements/MessageBox Mon Mar 18 14:07:51 2002 @@ -10,11 +10,11 @@ if ($QuoteTransaction) { my $transaction=RT::Transaction->new($session{'CurrentUser'}); $transaction->Load($QuoteTransaction); - $message=$transaction->Content(Quote => 1); + $message=$transaction->Content(Quote => $Style+1); } my $signature = ''; -if ($session{'CurrentUser'}->UserObj->Signature) { +if ($session{'CurrentUser'}->UserObj->Signature and $Style != 1) { $signature = "-- \n".$session{'CurrentUser'}->UserObj->Signature; } @@ -26,5 +26,6 @@ $DefaultURI => undef $Width => 72 $MessageURI => undef +$Style => 0 # Style 0 is ordinary replying, style 1 is forwarding ==== //systems/src/rt/webrt/Ticket/Elements/ShowTransaction#15 (xtext) ==== Index: src/rt/webrt/Ticket/Elements/ShowTransaction --- src/rt/webrt/Ticket/Elements/ShowTransaction.~1~ Mon Mar 18 14:07:51 2002 +++ src/rt/webrt/Ticket/Elements/ShowTransaction Mon Mar 18 14:07:51 2002 @@ -126,6 +126,10 @@ "[Ticket . "&DefaultStatus=resolved&QuoteTransaction=".$Transaction->Id. "&Action=Respond\">Resolve] "; + $titlebar_commands .= + "[Ticket . "&QuoteTransaction=".$Transaction->Id. + "&Action=Forward\">Forward] "; } } ==== //systems/src/rt/webrt/Ticket/Update.html#3 (xtext) ==== Index: src/rt/webrt/Ticket/Update.html --- src/rt/webrt/Ticket/Update.html.~1~ Mon Mar 18 14:07:51 2002 +++ src/rt/webrt/Ticket/Update.html Mon Mar 18 14:07:51 2002 @@ -34,8 +34,6 @@ - -
Update Type:
+% if ($Action eq "Forward") { +Forwarding address: +
+% } Status: <& /Elements/SelectStatus, Name=>"Status", Default => $DefaultStatus &> @@ -56,7 +59,7 @@ minutes
Subject:
Attach:
-<& /Elements/MessageBox, Name=>"UpdateContent", QuoteTransaction=>$ARGS{QuoteTransaction} &> +<& /Elements/MessageBox, Name=>"UpdateContent", QuoteTransaction=>$ARGS{QuoteTransaction}, Style => $Action eq "Forward" &>
@@ -79,6 +82,8 @@ if ($DefaultStatus eq 'resolved') { $title = "Resolve"; +} elsif ($Action eq 'Forward') { + $title = "Forward"; } else { $title = "Update"; } @@ -89,6 +94,7 @@ # for the convinience: my $CommentDefault=$Action eq "Comment" ? "SELECTED" : ""; my $ResponseDefault=$Action eq "Respond" ? "SELECTED" : ""; +my $ForwardDefault=$Action eq "Forward" ? "SELECTED" : ""; $DefaultStatus = $Ticket->Status() unless ($DefaultStatus); ==== //systems/src/rt/lib/RT/Action/SendToThirdParty.pm#1 (xtext) ==== Index: src/rt/lib/RT/Action/SendToThirdParty.pm --- src/rt/lib/RT/Action/SendToThirdParty.pm.~1~ Mon Mar 18 14:07:51 2002 +++ src/rt/lib/RT/Action/SendToThirdParty.pm Mon Mar 18 14:07:51 2002 @@ -0,0 +1,28 @@ +#$Header: /raid/cvsroot/rt/lib/RT/Action/Notify.pm,v 1.2 2001/11/06 23:04:17 jesse Exp $ + +package RT::Action::SendToThirdParty; +require RT::Action::SendEmail; + at ISA = qw(RT::Action::SendEmail); + + +# {{{ sub SetRecipients + +=head2 SetRecipients + +Sets the recipients of this message to the user specified in the +transaction. + +=cut + + +sub SetRecipients { + my $self=shift; + + $arg=$self->Argument; + @{$self->{'To'}} = @{$self->TransactionObj->Data}; + return(1); +} + +# }}} + +1; End of Patch. -------------- next part -------------- Change 14972 by simon at simon-squash on 2002/03/18 14:02:37 Amusing stupidity. Affected files ... ... //systems/src/rt/lib/RT/Action/SendToThirdParty.pm#2 edit Differences ... ==== //systems/src/rt/lib/RT/Action/SendToThirdParty.pm#2 (xtext) ==== Index: src/rt/lib/RT/Action/SendToThirdParty.pm --- src/rt/lib/RT/Action/SendToThirdParty.pm.~1~ Mon Mar 18 14:08:39 2002 +++ src/rt/lib/RT/Action/SendToThirdParty.pm Mon Mar 18 14:08:39 2002 @@ -19,7 +19,7 @@ my $self=shift; $arg=$self->Argument; - @{$self->{'To'}} = @{$self->TransactionObj->Data}; + @{$self->{'To'}} = $self->TransactionObj->Data; return(1); } End of Patch. -------------- next part -------------- Change 14973 by simon at simon-squash on 2002/03/18 14:07:06 Fix description bogosity. Affected files ... ... //systems/src/rt/lib/RT/Transaction.pm#4 edit Differences ... ==== //systems/src/rt/lib/RT/Transaction.pm#4 (xtext) ==== Index: src/rt/lib/RT/Transaction.pm --- src/rt/lib/RT/Transaction.pm.~1~ Mon Mar 18 14:08:44 2002 +++ src/rt/lib/RT/Transaction.pm Mon Mar 18 14:08:44 2002 @@ -561,6 +561,8 @@ elsif ($self->Type eq 'Comment') { return( "Comments added"); + } elsif ($self->Type eq 'Forward') { + return( "Forwarded to ".$self->Data); } elsif ($self->Type eq 'Keyword') { End of Patch. From jesse at bestpractical.com Mon Mar 18 10:28:20 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 18 Mar 2002 10:28:20 -0500 Subject: [rt-users] Re: Bad SMTP Headers? Seems to be a Template.pm bug In-Reply-To: ; from Rafael.Corvalan@linkvest.com on Mon, Mar 18, 2002 at 12:02:23PM +0100 References: Message-ID: <20020318102820.O18469@fsck.com> You might want to look at RT 2.0.12, which solved this problem in the "right" way, by moving over to using the MIME parser we use elsewhere, rather than the broken code that was there before. -j On Mon, Mar 18, 2002 at 12:02:23PM +0100, Rafael Corvalan wrote: > Hello, > > I have had from a long time some errors like: > Bad RFC822 field name ' Script And Config File' > in the RT log file. As I've seen in the mailing list archives, I'm not > alone. > > After some debugging, it appears that the file Template.pm seems not to > be RFC822 compliant (correct me if I'm wrong) regarding the folding of > the headers. > In fact, the RFC822 (and also do so the RFC2822 that obsolets the 822) > says, in chapter 3.1.1: > > ===================================== > 3.1.1. LONG HEADER FIELDS > > Each header field can be viewed as a single, logical line of > ASCII characters, comprising a field-name and a field-body. > For convenience, the field-body portion of this conceptual > entity can be split into a multiple-line representation; this > is called "folding". The general rule is that wherever there > may be linear-white-space (NOT simply LWSP-chars), a CRLF > immediately followed by AT LEAST one LWSP-char may instead be > inserted. Thus, the single line > > To: "Joe & J. Harvey" , JJV @ BBN > > can be represented as: > > To: "Joe & J. Harvey" , > JJV at BBN > ===================================== > > Note that the RFC 2822 is a little more clear. > > > I made a very little change in Template.pm that corrected the problem > (tested since 2 weeks). The diff is based on Template.pm v1.2 (as per > what the file header says: > # $Header: /raid/cvsroot/rt/lib/RT/Template.pm,v 1.2 2001/11/06 23:04:14 > jesse Exp $). > > Here is the diff: > > [root at zorro RT]# diff -C 4 Template.pm.orig Template.pm > *** Template.pm.orig Wed Mar 6 11:12:35 2002 > --- Template.pm Mon Mar 18 11:31:10 2002 > *************** > *** 288,295 **** > --- 288,296 ---- > > $self->{'MIMEObj'}->attach(Data => $body); > > if ($headers) { > + $headers =~ s/\n[ \t]//mg; > foreach $header (split(/\n/,$headers)) { > (my $key, my $value) = (split(/: /,$header,2)); > chomp $key; > chomp $value; > > ============================ > > So, I just remove any carriage return followed by a tab or space. This > is, from my point of view, RFC2822 compliant, which says about > unfolding: > > The process of moving from this folded multiple-line representation > of a header field to its single line representation is called > "unfolding". Unfolding is accomplished by simply removing any CRLF > that is immediately followed by WSP. > > > Hope it helps, and sorry if I'm wrong, but I'm not an SMTP specialist... > > Rafael > -- http://www.bestpractical.com/products/rt -- Trouble Ticketing. Free. From jdeberry at townnews.com Mon Mar 18 10:34:15 2002 From: jdeberry at townnews.com (John DeBerry) Date: Mon, 18 Mar 2002 09:34:15 -0600 Subject: [rt-users] 2.0.12? In-Reply-To: <20020318102820.O18469@fsck.com> Message-ID: Has 2.0.12 been officially released? I didn't see any announcement on this list, so I'm just making sure. Thanks, John DeBerry From jdeberry at townnews.com Mon Mar 18 11:23:45 2002 From: jdeberry at townnews.com (John DeBerry) Date: Mon, 18 Mar 2002 10:23:45 -0600 Subject: [rt-users] 2.0.12? In-Reply-To: Message-ID: Thanks for the responses. Hmm. I didn't get the announcement at all! How odd. :) > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of John DeBerry > Sent: Monday, March 18, 2002 9:34 AM > To: rt-users at lists.fsck.com > Subject: [rt-users] 2.0.12? > > > Has 2.0.12 been officially released? I didn't see any announcement on this > list, so I'm just making sure. > > Thanks, > > John DeBerry From justincl at u.washington.edu Mon Mar 18 15:39:39 2002 From: justincl at u.washington.edu (justin m. clayton) Date: Mon, 18 Mar 2002 12:39:39 -0800 (PST) Subject: [rt-users] Keyword concept confusion In-Reply-To: Message-ID: Thanks to Marc for the excellent Keyword tutorial howto. Maybe that should be online rather than in a .zip file... I still have a question as to whether or not my original plan can be executed. I have two meta-keywords, Bug and Request (both listed under Classification organization as per Marc's howto), and then other keywords contained inside those two (Bug/Software or Request/Purchase). I want to be able to add a search value for Request/* or Bug/*. It looks like this isn't possible unless I explicitly include search values for every keyword. Just searching for Bug isn't enough. Is this a feature request, or an ignorant user? On Sun, 17 Mar 2002, justin m. clayton wrote: > Date: Sun, 17 Mar 2002 22:29:59 -0800 (PST) > From: justin m. clayton > To: RT Users Mailing List > Subject: [rt-users] Keyword concept confusion > > Hi all, > > I've just come up from the ranks of RT1 to RT2 and am a bit confused about > the new Keywords stuff. It looks powerful, but unfortunately the docs are > a bit sketchy at this point (or I don't get them). Can someone please > explain it to me in the context of what I want to do? > > Basically, I want to mirror the selection of Areas a la RT1, only with > some heirarchy. So, I want to tag a ticket as a bug, project, request, > etc. I also optionally provide more specific info (software request vs > configuration request or request for purchase of equipment), and still be > able to search based on any level of heirarchy (so, search for > Request/Software, or just for all Requests). > > I *thought* that I just defined this order in Configuration.Keywords, but > I guess that's not how it's done. Where do Keyword Selections come in to > play? I plan to apply these keyword sets to all queues at the moment, but > would also like to know how to deal with the possibility of setting up > alternates for a different queue at some point. > > Thanks in advance for all your help. RT2 is a great product! > > -- Justin Clayton VLSI Research System Administrator University of Washington Electrical Engineering Dept justincl at u.washington.edu 206/543.2523 EE/CSE 307F From marc at precipice.org Mon Mar 18 15:52:04 2002 From: marc at precipice.org (Marc Hedlund) Date: Mon, 18 Mar 2002 12:52:04 -0800 (PST) Subject: [rt-users] Keyword concept confusion In-Reply-To: Message-ID: Yes, my fault that it's not yet online -- I haven't learned the rt/fm system yet. I believe your question falls under feature requests -- I believe keyword searching is per-item, not recursive. Marc Hedlund e: marc at precipice dot org On Mon, 18 Mar 2002, justin m. clayton wrote: > Thanks to Marc for the excellent Keyword tutorial howto. Maybe that should > be online rather than in a .zip file... > > I still have a question as to whether or not my original plan can be > executed. I have two meta-keywords, Bug and Request (both listed under > Classification organization as per Marc's howto), and then other > keywords contained inside those two (Bug/Software or Request/Purchase). I > want to be able to add a search value for Request/* or Bug/*. It looks > like this isn't possible unless I explicitly include search values for > every keyword. Just searching for Bug isn't enough. > > Is this a feature request, or an ignorant user? > > On Sun, 17 Mar 2002, justin m. clayton wrote: > > > Date: Sun, 17 Mar 2002 22:29:59 -0800 (PST) > > From: justin m. clayton > > To: RT Users Mailing List > > Subject: [rt-users] Keyword concept confusion > > > > Hi all, > > > > I've just come up from the ranks of RT1 to RT2 and am a bit confused about > > the new Keywords stuff. It looks powerful, but unfortunately the docs are > > a bit sketchy at this point (or I don't get them). Can someone please > > explain it to me in the context of what I want to do? > > > > Basically, I want to mirror the selection of Areas a la RT1, only with > > some heirarchy. So, I want to tag a ticket as a bug, project, request, > > etc. I also optionally provide more specific info (software request vs > > configuration request or request for purchase of equipment), and still be > > able to search based on any level of heirarchy (so, search for > > Request/Software, or just for all Requests). > > > > I *thought* that I just defined this order in Configuration.Keywords, but > > I guess that's not how it's done. Where do Keyword Selections come in to > > play? I plan to apply these keyword sets to all queues at the moment, but > > would also like to know how to deal with the possibility of setting up > > alternates for a different queue at some point. > > > > Thanks in advance for all your help. RT2 is a great product! > > > > > > -- > Justin Clayton > VLSI Research System Administrator > University of Washington > Electrical Engineering Dept > justincl at u.washington.edu > 206/543.2523 EE/CSE 307F > > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From sanity at fretzel.net Mon Mar 18 15:48:55 2002 From: sanity at fretzel.net (Sanity) Date: Mon, 18 Mar 2002 14:48:55 -0600 (CST) Subject: [rt-users] DTRT? Message-ID: Can anyone provide some insight on how to install the DTRT addon? I looked in the archives and don't see any info on how to install it. Thanks in advance. From justincl at u.washington.edu Mon Mar 18 16:06:35 2002 From: justincl at u.washington.edu (justin m. clayton) Date: Mon, 18 Mar 2002 13:06:35 -0800 (PST) Subject: [rt-users] RT Statistics Package Message-ID: Could someone send me or point me to Simon Cozens' stats.tar.gz? -- Justin Clayton VLSI Research System Administrator University of Washington Electrical Engineering Dept justincl at u.washington.edu 206/543.2523 EE/CSE 307F From rt at netthink.co.uk Mon Mar 18 16:30:17 2002 From: rt at netthink.co.uk (Simon Cozens) Date: Mon, 18 Mar 2002 21:30:17 +0000 Subject: [rt-users] RT Statistics Package In-Reply-To: References: Message-ID: <20020318213017.GA24728@netthink.co.uk> justin m. clayton: > Could someone send me or point me to Simon Cozens' stats.tar.gz? http://users.ox.ac.uk/~simon/stats.tar.gz should be it. -- "In matters of principle, stand like a rock; in matters of taste, swim with the current." -- Thomas Jefferson From wozz+rt at wookie.net Mon Mar 18 16:26:10 2002 From: wozz+rt at wookie.net (wozz+rt at wookie.net) Date: Mon, 18 Mar 2002 14:26:10 -0700 Subject: [rt-users] Keyword concept confusion In-Reply-To: ; from marc@precipice.org on Mon, Mar 18, 2002 at 12:52:04PM -0800 References: Message-ID: <20020318142610.A5920@bonch.org> On Mon, Mar 18, 2002 at 12:52:04PM -0800, Marc Hedlund wrote: > > Yes, my fault that it's not yet online -- I haven't learned the rt/fm > system yet. I believe your question falls under feature requests -- I > believe keyword searching is per-item, not recursive. > > Marc Hedlund > e: marc at precipice dot org > This would definately be a useful feature. Any idea how much work it would involve? I'm going to be doing some RT hacking in the coming weeks (making some scrips to resolve dependent tickets, and a few other items) and maybe I could add this to the list. Another nice thing to be able to search on would be relationships, for example, show me all the children of request #100 (which could then be acted on all at once). From ian at assv.net Mon Mar 18 17:18:04 2002 From: ian at assv.net (Ian D) Date: 18 Mar 2002 23:18:04 +0100 Subject: [rt-users] RT Statistics Package In-Reply-To: <20020318213017.GA24728@netthink.co.uk> References: <20020318213017.GA24728@netthink.co.uk> Message-ID: Simon Cozens writes: > justin m. clayton: > > Could someone send me or point me to Simon Cozens' stats.tar.gz? > > http://users.ox.ac.uk/~simon/stats.tar.gz should be it. Ooh, shiny! How's the Apache::GD::Graph supposed to work? What do the graphs look like? (no, i'm not about to install gd and other extensions on my production box) And what's the format of the data being passed to /chart? -- /Ian D ian at assv.net From steve at pipenetworks.com Mon Mar 18 18:53:03 2002 From: steve at pipenetworks.com (steve at pipenetworks.com) Date: Tue, 19 Mar 2002 09:53:03 +1000 (EST) Subject: [rt-users] Runaway MySQL and RT Message-ID: Hello, I have just installed RT (rt-2-0-9) on a RedHat 7.1 box and am seeing some strange behaviour. It seems that the MySQL processes are accumulating ! After just a few clicks I have 42 mysqld processes running, this will keep going until it reaches 105 and then the system dies. I think there may be an issue with the way that Apache/DBD/DBI talks to the MySQL server. I installed as per the instructions but chose to install all of the required perl modules by hand instead of letting 'fixdeps' do it for me as that has failed on a number of occasions. I could not get the same version numbers that the RT testdeps was looking for but it still seemed happy with the ones I installed. RT seems to work OK except that you need to issue a restart to the database every now and again. The MYSQL version is : mysqladmin Ver 8.18 Distrib 3.23.36, for redhat-linux-gnu on i386 Copyright (C) 2000 MySQL AB & MySQL Finland AB & TCX DataKonsult AB This software comes with ABSOLUTELY NO WARRANTY. This is free software, and you are welcome to modify and redistribute it under the GPL license Server version 3.23.36 Protocol version 10 Connection Localhost via UNIX socket UNIX socket /var/lib/mysql/mysql.sock Uptime: 7 min 32 sec Threads: 37 Questions: 399 Slow queries: 0 Opens: 46 Flush tables: 1 Open tables: 17 Queries per second avg: 0.883 If it helps I have the following othe rmodules and programs installed : apache_1.3.23 ApacheDBI-0.71 Apache-Filter-1.019 Apache-Session-1.54 Attribute-Handlers-0.76 AxKit-1.5 CGI.pm-2.80 Data-Dumper-2.101 Data-ShowTable-3.3 DBD-mysql-2.1011 DBI-1.21 DBIx-DataSource-0.02 DBIx-SearchBuilder-0.48 Digest-MD5-2.16 File-Spec-0.82 File-Temp-0.12 FreezeThaw-0.41 Getopt-Long-2.29 HTML-Mason-0.896 HTML-Parser-3.25 HTML-Tagset-3.03 IO-stringy-2.108 libnet-1.10 libwww-perl-5.64 Log-Dispatch-1.80 MailTools-1.43 MIME-Base64-2.12 MIME-tools-5.411 MLDBM-2.00 mod_perl-1.26 Msql-Mysql-modules-1.2219 Params-Validate-0.07 Storable-1.0.14 Text-Template-1.42 Text-Wrapper-1.000 Tie-IxHash-1.21 TimeDate-1.11 URI-1.18 XML-Grove-0.05 XML-Parser-2.30 Any help greatly appreciated :-) -- Stephen Baxter Pipe Networks phone : +61 417 818 695 fax : +61 7 3207 3713 From gregs at Intellstat.com Mon Mar 18 23:43:32 2002 From: gregs at Intellstat.com (Greg Smythe) Date: Mon, 18 Mar 2002 20:43:32 -0800 Subject: [rt-users] Sending attachments to requestors Message-ID: <41257DB9CD3CD311BE92006008A52B2554FFD6@maili.intellstat.com> Yay it works! Thanks guys.. :) -=-=-=-=-=-=-=-=-=-=-=-=-=- Greg Smythe SysAdmin Intellstat Communications WA State Resident -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Sunday, March 17, 2002 2:57 PM To: Phil Homewood Cc: Greg Smythe; rt-users at lists.fsck.com Subject: Re: [rt-users] Sending attachments to requestors Indeed it should be. and now it is. Sorry 'bout that. Jesse On Mon, Mar 18, 2002 at 08:36:15AM +1000, Phil Homewood wrote: > Greg Smythe wrote: > > I don't see anything in the contrib for 1.0 or 2.0 for such a thing... > > Hmm. Looks like it didn't make it there. It was posted to > rt-users a while back; a search of the list dresges up > > http://lists.fsck.com/pipermail/rt-users/2001-October/004793.html > > Jesse: Should this be in the contrib/2.0 area? > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- http://www.bestpractical.com/products/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Tue Mar 19 02:26:06 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 19 Mar 2002 02:26:06 -0500 Subject: [rt-users] Keyword concept confusion In-Reply-To: <20020318142610.A5920@bonch.org>; from wozz+rt@wookie.net on Mon, Mar 18, 2002 at 02:26:10PM -0700 References: <20020318142610.A5920@bonch.org> Message-ID: <20020319022606.V18469@fsck.com> This is probably really best off on rt-devel ;) Adding search-by-recursive-keyword is annoyingly difficult with the current sysytem. (It would require enumerating all the children of a keyword and searching on those identifiers) The system we'll have with custom fields in 2.2 will make this a _trivial_ operation (that will be built in from the get-go ;) Adding a relationships search to the main search UI would definitely be a welcome addition. -j On Mon, Mar 18, 2002 at 02:26:10PM -0700, wozz+rt at wookie.net wrote: > On Mon, Mar 18, 2002 at 12:52:04PM -0800, Marc Hedlund wrote: > > > > Yes, my fault that it's not yet online -- I haven't learned the rt/fm > > system yet. I believe your question falls under feature requests -- I > > believe keyword searching is per-item, not recursive. > > > > Marc Hedlund > > e: marc at precipice dot org > > > > This would definately be a useful feature. Any idea how much work it would > involve? I'm going to be doing some RT hacking in the coming weeks (making > some scrips to resolve dependent tickets, and a few other items) and maybe > I could add this to the list. Another nice thing to be able to search on > would be relationships, for example, show me all the children of request > #100 (which could then be acted on all at once). > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- http://www.bestpractical.com/products/rt -- Trouble Ticketing. Free. From avaccaro at mbigroup.it Tue Mar 19 03:06:58 2002 From: avaccaro at mbigroup.it (Attilio Vaccaro) Date: Tue, 19 Mar 2002 09:06:58 +0100 Subject: [rt-users] Info about attachments Message-ID: <3C96F1A2.7030407@mbigroup.it> Hi, I'd like to know if in the latest versions of RT the problems with the attachments have been fixed. I tried to find information on this item looking at the buglist, but what I found is that this issue seems to belong to the to do list for release 2.2 (ticket 554) and is also in the items not filed (1268). I'm currently running a 2.0.6 version that is not able to send attachments to the requestor but stores them as comment in the DB. Thanks, Attilio From rt at netthink.co.uk Tue Mar 19 06:50:54 2002 From: rt at netthink.co.uk (Simon Cozens) Date: Tue, 19 Mar 2002 11:50:54 +0000 Subject: [rt-users] RT Statistics Package In-Reply-To: References: <20020318213017.GA24728@netthink.co.uk> Message-ID: <20020319115054.GA27918@netthink.co.uk> Ian D: > How's the Apache::GD::Graph supposed to work? What do the graphs look > like? I'm not sure what you're asking here. They look like graphs. I'm sure you've seen graphs before. -- The trouble with computers is that they do what you tell them, not what you want. -- D. Cohen From ian at assv.net Tue Mar 19 07:14:56 2002 From: ian at assv.net (Ian D) Date: 19 Mar 2002 13:14:56 +0100 Subject: [rt-users] RT Statistics Package In-Reply-To: <20020319115054.GA27918@netthink.co.uk> References: <20020318213017.GA24728@netthink.co.uk> <20020319115054.GA27918@netthink.co.uk> Message-ID: Simon Cozens writes: > Ian D: > > How's the Apache::GD::Graph supposed to work? What do the graphs look > > like? > > I'm not sure what you're asking here. They look like graphs. I'm > sure you've seen graphs before. I meant more like screenshots, and how aesthetically pleasing the gd graphs are (my previous encounters with gd has lead me to believe that they don't look as good as other packages) -- /Ian D ian at assv.net From shorev at shoreview.com Tue Mar 19 07:55:45 2002 From: shorev at shoreview.com (Shoreview Consulting Inc.) Date: Tue, 19 Mar 2002 07:55:45 -0500 Subject: [rt-users] External Ids Message-ID: <3.0.6.32.20020319075545.00d76590@mail.shoreview.com> Hi I'd like to be able to report on external ids, such as those generated by a separate tracking system, then sort/report on them. The only way I can think of doing this is to put the id in some standard format in the subject line. e.g. for a new request make Subj: CUSTOMER_TRACKING_NUMBER=2387 {problem issue} Then the new RT ticket number will be generated and I can sort on subject to get a list by the customer tracking number. In general I can't see any extra data entry/sort fields for stuff like this, which could include Oracle TARs or other tracking numbers. Any suggestions as to the best way to implement this, short of a development project? Chris From ray at lctn.k12.mn.us Tue Mar 19 09:54:23 2002 From: ray at lctn.k12.mn.us (Raymond Norton) Date: Tue, 19 Mar 2002 08:54:23 -0600 Subject: [rt-users] scrips are set/requesters do not get mail Message-ID: <002b01c1cf55$f5e4d8f0$020a0a0a@VAIO> I can create tickets via email, but the requestor does not receive anything back on open or on comment. I have added the proper info in smrsh, and in /etc/aliases. This is what my send mail says: Mar 19 08:52:47 support sendmail[12249]: NOQUEUE: support.lctn.k12.mn.us [127.0.0.1] did not issue MAIL/EXPN/VRFY/ETRN during connection to Daemon0 Mar 19 08:52:47 support sendmail[12250]: g2JEqlI12250: from=apache, size=805, class=0, nrcpts=0, msgid=, relay=apache at localhost On a side note sendmail works fine for everything else. Thanks in advance for your help Raymond -------------- next part -------------- An HTML attachment was scrubbed... URL: From marc.beyer at digitalbridges.com Tue Mar 19 11:43:13 2002 From: marc.beyer at digitalbridges.com (Marc Beyer) Date: 19 Mar 2002 16:43:13 +0000 Subject: [rt-users] No recipients found. Not sending. Message-ID: <1016556193.2688.81.camel@unitytest> Hi, I've got rt 2.0.11 up and running, it is accepting emails, creating tickets and responding to ticket creation via email (as configured). But after the initial confirmation to the requestor it will not send out any more emails either to Cc's or requestors. I've tried both responding manually (via the web interface) and having it automatically respond to an event via a scrip, neither works. The error log shows: RT::Transaction=HASH(0x8f81a20): Checking condition OnResolve... RT::Transaction=HASH(0x8f81a20): Matches condition OnResolve... now requiring RT::Action::Notify RT::Transaction=HASH(0x8f81a20): Prepared NotifyRequestors RT::Action::Notify=HASH(0x8d5c390): No recipients found. Not sending. RT::Transaction=HASH(0x8f81a20): Committed NotifyRequestors So it appears that everything is working correctly except somewhere in RT::Action::Notify it is not handed a valid recipient adress. I've taken a glance at the code but not been able to find a good reason for this behaviour. Any ideas? Thanks, Marc ________________________________________________________________________ E-mail is an informal method of communication and may be subject to data corruption, interception and unauthorised amendment for which Digital Bridges Ltd will accept no liability. Therefore, it will normally be inappropriate to rely on information contained on e-mail without obtaining written confirmation. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. ________________________________________________________________________ From bruce_campbell at ripe.net Tue Mar 19 12:07:50 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Tue, 19 Mar 2002 18:07:50 +0100 (CET) Subject: [rt-users] No recipients found. Not sending. In-Reply-To: <1016556193.2688.81.camel@unitytest> Message-ID: On 19 Mar 2002, Marc Beyer wrote: > I've got rt 2.0.11 up and running, it is accepting emails, creating > tickets and responding to ticket creation via email (as configured). But > after the initial confirmation to the requestor it will not send out any > more emails either to Cc's or requestors. I've tried both responding > manually (via the web interface) and having it automatically respond to > an event via a scrip, neither works. The error log shows: You need to apply Watchers to the Queues, otherwise no-one is listed as receiving the 'regular' mails to the queue. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations From jmottishaw at voyus.com Tue Mar 19 14:23:38 2002 From: jmottishaw at voyus.com (Jeff Mottishaw) Date: Tue, 19 Mar 2002 11:23:38 -0800 Subject: [rt-users] stats Message-ID: <22A8D10172BFD41195B700D0B765C3F002C16CDE@vcsvanntex0> I just upgraded from RT to RT2 and am wondering if there are any stats programs out there.. I used to use a script called rtstats but I can't find anything for RT2.. I am looking for things like average time to resolve a ticket, tickets resolved per week, tickets opened per week, open tickets, etc.. all on pretty png graphs.. that I can print out and show to executive types.. I'm hoping these tools are out there, I just don't know where to look? -------------- next part -------------- An HTML attachment was scrubbed... URL: From gregs at Intellstat.com Tue Mar 19 14:57:14 2002 From: gregs at Intellstat.com (Greg Smythe) Date: Tue, 19 Mar 2002 11:57:14 -0800 Subject: [rt-users] Info about attachments Message-ID: <41257DB9CD3CD311BE92006008A52B2554FFDD@maili.intellstat.com> I just asked this question a few days ago. Look in the contrib directory http://www.fsck.com/pub/rt/contrib/2.0/ and get the NotifyWithAttachment addon... -=-=-=-=-=-=-=-=-=-=-=-=-=- Greg Smythe SysAdmin Intellstat Communications WA State Resident -----Original Message----- From: Attilio Vaccaro [mailto:avaccaro at mbigroup.it] Sent: Tuesday, March 19, 2002 12:07 AM To: rt-users at lists.fsck.com Subject: [rt-users] Info about attachments Hi, I'd like to know if in the latest versions of RT the problems with the attachments have been fixed. I tried to find information on this item looking at the buglist, but what I found is that this issue seems to belong to the to do list for release 2.2 (ticket 554) and is also in the items not filed (1268). I'm currently running a 2.0.6 version that is not able to send attachments to the requestor but stores them as comment in the DB. Thanks, Attilio _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From gregs at Intellstat.com Tue Mar 19 14:59:33 2002 From: gregs at Intellstat.com (Greg Smythe) Date: Tue, 19 Mar 2002 11:59:33 -0800 Subject: [rt-users] stats Message-ID: <41257DB9CD3CD311BE92006008A52B2554FFDE@maili.intellstat.com> get it here: http://users.ox.ac.uk/~simon/stats.tar.gz -=-=-=-=-=-=-=-=-=-=-=-=-=- Greg Smythe SysAdmin Intellstat Communications WA State Resident -----Original Message----- From: Jeff Mottishaw [mailto:jmottishaw at voyus.com] Sent: Tuesday, March 19, 2002 11:24 AM To: 'rt-users at lists.fsck.com' Subject: [rt-users] stats I just upgraded from RT to RT2 and am wondering if there are any stats programs out there.. I used to use a script called rtstats but I can't find anything for RT2.. I am looking for things like average time to resolve a ticket, tickets resolved per week, tickets opened per week, open tickets, etc.. all on pretty png graphs.. that I can print out and show to executive types.. I'm hoping these tools are out there, I just don't know where to look? From jmottishaw at voyus.com Tue Mar 19 15:06:32 2002 From: jmottishaw at voyus.com (Jeff Mottishaw) Date: Tue, 19 Mar 2002 12:06:32 -0800 Subject: [rt-users] stats Message-ID: <22A8D10172BFD41195B700D0B765C3F002C16CDF@vcsvanntex0> sorry about that.. found it right after i posted.. configuring Apache::GD::Graph right now :) -----Original Message----- From: Greg Smythe [mailto:gregs at Intellstat.com] Sent: Tuesday, March 19, 2002 12:00 PM To: 'rt-users at lists.fsck.com' Subject: RE: [rt-users] stats get it here: http://users.ox.ac.uk/~simon/stats.tar.gz -=-=-=-=-=-=-=-=-=-=-=-=-=- Greg Smythe SysAdmin Intellstat Communications WA State Resident -----Original Message----- From: Jeff Mottishaw [mailto:jmottishaw at voyus.com] Sent: Tuesday, March 19, 2002 11:24 AM To: 'rt-users at lists.fsck.com' Subject: [rt-users] stats I just upgraded from RT to RT2 and am wondering if there are any stats programs out there.. I used to use a script called rtstats but I can't find anything for RT2.. I am looking for things like average time to resolve a ticket, tickets resolved per week, tickets opened per week, open tickets, etc.. all on pretty png graphs.. that I can print out and show to executive types.. I'm hoping these tools are out there, I just don't know where to look? _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users -------------- next part -------------- An HTML attachment was scrubbed... URL: From m.cranston at cqu.edu.au Tue Mar 19 18:01:36 2002 From: m.cranston at cqu.edu.au (Mary Cranston) Date: Wed, 20 Mar 2002 09:01:36 +1000 Subject: [rt-users] RE: Problem with duplicate emails to requestors plus ... Message-ID: <406600590A99D511869600A0C9ED0C35072377@stargate> Hi again, Since posting the message below, I've found the attached response to a similar problem on this list. HTH someone else. Regards, Mary. > -----Original Message----- > I am setting up a queue (I'm a new user to RT) and find: > > - The requester is receiving ALL notifications, even when for > instance 'Comments not to Requestor' is selected, also > transactions that should not be going to them, etc. > > - The requester is receiving duplicate copies of all emails. > > I did look quickly at the archives but not comprehensively. > Any pointers will be appreciated. > > Regards, > Mary. > > ======================================= > _--_|\ Mary Cranston WebAdmin > -/------*- Informatics & Communication > \_.--._/ CQU Rockhampton Q Aust 4702 > v Telephone: +61 7 4930 9029 > Website: http://www.infocom.cqu.edu.au/ > ======================================= > > > > -------------- next part -------------- An embedded message was scrubbed... From: Adam Lins Subject: Re: [rt-users] Duplicate emails on comment, resolve Date: Sat, 26 Jan 2002 11:21:38 +1000 Size: 1249 URL: From seth at ttsg.com Tue Mar 19 18:12:55 2002 From: seth at ttsg.com (seth) Date: Tue, 19 Mar 2002 18:12:55 -0500 Subject: [rt-users] CC cant modify tickets References: <22A8D10172BFD41195B700D0B765C3F002C16CDE@vcsvanntex0> Message-ID: <3C97C5F7.6070805@ttsg.com> Hello, I am having an issue where if there are multi-Cc's in the email that opens a ticket the other CC's cant modify the ticket. The permission denied comes from line 1720 of the Tickets.pm. Currently under queue/group permissions I have CC set to DeleteTicket,ModifyTicket,OwnTicket,ReplyToTicket,SeeQueue,ShowTicket,WAtch,CommentOnTicket,CreateTicket. I actually set every permission to on at one point to test and was still getting that permission denied. any ideas? thanks seth seth at ttsg.com From pdh at snapgear.com Tue Mar 19 18:23:04 2002 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 20 Mar 2002 09:23:04 +1000 Subject: [rt-users] CC cant modify tickets In-Reply-To: <3C97C5F7.6070805@ttsg.com> References: <22A8D10172BFD41195B700D0B765C3F002C16CDE@vcsvanntex0> <3C97C5F7.6070805@ttsg.com> Message-ID: <20020319232304.GG8646@luggage> seth wrote: > I am having an issue where if there are multi-Cc's in the email that > opens a ticket the other CC's cant modify the ticket. The permission > denied comes from line 1720 of the Tickets.pm. A CC on ticket submission does not a ticket-CC make. Ticket CCs are just watchers added to the ticket after creation. Whether this behaviour should be changed or not is IMO debatable... without having thought too much about it, it does /seem/ like a reasonable thing to have, or at least be config.pm'able... From pdh at snapgear.com Tue Mar 19 18:33:08 2002 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 20 Mar 2002 09:33:08 +1000 Subject: [rt-users] CC cant modify tickets In-Reply-To: <20020319232304.GG8646@luggage> References: <22A8D10172BFD41195B700D0B765C3F002C16CDE@vcsvanntex0> <3C97C5F7.6070805@ttsg.com> <20020319232304.GG8646@luggage> Message-ID: <20020319233308.GA12104@luggage> Phil Homewood wrote: > A CC on ticket submission does not a ticket-CC make. > Ticket CCs are just watchers added to the ticket after creation. > > Whether this behaviour should be changed or not is IMO debatable... > without having thought too much about it, it does /seem/ like a > reasonable thing to have, or at least be config.pm'able... As has just been pointed out to me.... # If $ParseNewMessageForTicketCcs is true, RT will attempt to divine # Ticket 'Cc' watchers from the To and Cc lines of incoming messages # Be forewarned that if you have _any_ addresses which forward mail to # RT automatically and you enable this option without modifying # "IsRTAddress" below, you will get yourself into a heap of trouble. # And well, this is free software, so there isn't a warrantee, but # I disclaim all ability to help you if you do enable this without # modifying IsRTAddress below. $ParseNewMessageForTicketCcs = undef; From marc.beyer at digitalbridges.com Wed Mar 20 04:37:40 2002 From: marc.beyer at digitalbridges.com (Marc Beyer) Date: 20 Mar 2002 09:37:40 +0000 Subject: [rt-users] No recipients found. Not sending. In-Reply-To: References: Message-ID: <1016617060.1964.1.camel@unitytest> Hi Bruce, Thanks for your help, I've got a watcher assigned to the queue, both as Cc and AdminCc. Still nothing coming through. Marc On Tue, 2002-03-19 at 17:07, Bruce Campbell wrote: > On 19 Mar 2002, Marc Beyer wrote: > > > I've got rt 2.0.11 up and running, it is accepting emails, creating > > tickets and responding to ticket creation via email (as configured). But > > after the initial confirmation to the requestor it will not send out any > > more emails either to Cc's or requestors. I've tried both responding > > manually (via the web interface) and having it automatically respond to > > an event via a scrip, neither works. The error log shows: > > You need to apply Watchers to the Queues, otherwise no-one is listed as > receiving the 'regular' mails to the queue. > > > -- > 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 ________________________________________________________________________ E-mail is an informal method of communication and may be subject to data corruption, interception and unauthorised amendment for which Digital Bridges Ltd will accept no liability. Therefore, it will normally be inappropriate to rely on information contained on e-mail without obtaining written confirmation. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. ________________________________________________________________________ From Rehan at nha.co.za Wed Mar 20 06:05:30 2002 From: Rehan at nha.co.za (Rehan van der Merwe) Date: Wed, 20 Mar 2002 13:05:30 +0200 Subject: [rt-users] text not included with correspondence Message-ID: When I correspond to some messages, sometimes only limited text from the previous message is included, and other times it includes the full text. Is this supposed to be like this when corresponding to longer messages, or is this a bug? Rehan van der Merwe Neil Harvey & Associates (Pty) Ltd http://www.nha.co.za rehan at nha.co.za Tel: +27 21 6709237 Fax: +27 21 6709337 From timo.hummel at isg.de Wed Mar 20 06:18:27 2002 From: timo.hummel at isg.de (Timo A. Hummel) Date: Wed, 20 Mar 2002 12:18:27 +0100 Subject: [rt-users] Re: text not included with correspondence References: <3C986F75.58792E40@isg.de> Message-ID: <3C987003.A185383C@isg.de> > When I correspond to some messages, sometimes only limited text from the > previous message is included, and other times it includes the full text. If you click on Reply located in the upper right corner, it quotes the full text, if you click reply on some item in the History, it includes only that transaction. Regards Timo -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 1667 bytes Desc: S/MIME Cryptographic Signature URL: From Rehan at nha.co.za Wed Mar 20 06:27:35 2002 From: Rehan at nha.co.za (Rehan van der Merwe) Date: Wed, 20 Mar 2002 13:27:35 +0200 Subject: [rt-users] Re: text not included with correspondence Message-ID: If the specific transaction's text is farely long, it does not get included though - merely the name of the user who added the correspondence to which I am replying/commenting. -----Original Message----- From: Timo A. Hummel [mailto:timo.hummel at isg.de] Sent: Wednesday, March 20, 2002 1:18 PM To: rt-users at lists.fsck.com Subject: [rt-users] Re: text not included with correspondence > When I correspond to some messages, sometimes only limited text from the > previous message is included, and other times it includes the full text. If you click on Reply located in the upper right corner, it quotes the full text, if you click reply on some item in the History, it includes only that transaction. Regards Timo From andreas.kruthoff at softwired-inc.com Wed Mar 20 07:16:21 2002 From: andreas.kruthoff at softwired-inc.com (Andreas Kruthoff) Date: Wed, 20 Mar 2002 13:16:21 +0100 Subject: [rt-users] CONTRIB: MyQueues In-Reply-To: <1013113796.23150.42.camel@labyrinth.wildbrain.com> References: <1013113796.23150.42.camel@labyrinth.wildbrain.com> Message-ID: <200203201216.g2KCGQY05183@pegasus.dmz.softwired.ch> Hia Another nice modification to show the 'Age' of a ticket in the MyQueues panel. Your queue watchers will like it. Add the following to WebRT/html/Elements/MyQueues ... Queue Status Age   <%$Ticket->QueueObj->Name%> <%$Ticket->Status%> <%$Ticket->CreatedObj->AgeAsString%> ... -andreas From wash at wananchi.biz Wed Mar 20 09:51:35 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Wed, 20 Mar 2002 17:51:35 +0300 Subject: [rt-users] CONTRIB: MyQueues In-Reply-To: <200203201216.g2KCGQY05183@pegasus.dmz.softwired.ch> References: <1013113796.23150.42.camel@labyrinth.wildbrain.com> <200203201216.g2KCGQY05183@pegasus.dmz.softwired.ch> Message-ID: <20020320145135.GK14038@ns2.wananchi.com> * Andreas Kruthoff [20020320 15:26]: wrote: > Hia > > Another nice modification to show the 'Age' of a ticket in the MyQueues > panel. Your queue watchers will like it. Add the following to > WebRT/html/Elements/MyQueues > > ... > Queue > Status > Age >   > > > > <%$Ticket->QueueObj->Name%> > > <%$Ticket->Status%> > > <%$Ticket->CreatedObj->AgeAsString%> > > > ... > > -andreas Hello Andreas, Is this also applicable to the latest version? I did not find MyQueues in there ;-) Well, I am thouroughly an RT newbie!! [root at ns2]#pwd /opt/rt2/WebRT/html/Elements [root at ns2]#ls -al My* -rwxr-xr-x 1 root bin 1104 Nov 7 02:06 MyRequests -rwxr-xr-x 1 root bin 1030 Nov 7 02:06 MyTickets [root at ns2]# thanks -Wash -- Odhiambo Washington "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! :-) ++ President Reagan has noted that there are too many economic pundits and forecasters and has decided on an excess prophets tax. From wash at wananchi.biz Wed Mar 20 09:54:40 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Wed, 20 Mar 2002 17:54:40 +0300 Subject: [rt-users] Stats Package Installation Message-ID: <20020320145440.GL14038@ns2.wananchi.com> RT Newbie: I installed RT 3 days ago and it seems to work so far, basically. I see there is a stats package by one nice guy here but I can't find a HOWTO on integrating it into my installation. http://users.ox.ac.uk/~simon/stats.tar.gz Kindly point me to a how to. Much thanks -Wash -- Odhiambo Washington "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! :-) ++ November, n.: The eleventh twelfth of a weariness. -- Ambrose Bierce, "The Devil's Dictionary" From seth at ttsg.com Wed Mar 20 10:08:52 2002 From: seth at ttsg.com (seth) Date: Wed, 20 Mar 2002 10:08:52 -0500 Subject: [rt-users] CC cant modify tickets References: <22A8D10172BFD41195B700D0B765C3F002C16CDE@vcsvanntex0> <3C97C5F7.6070805@ttsg.com> <20020319232304.GG8646@luggage> <20020319233308.GA12104@luggage> Message-ID: <3C98A604.9020306@ttsg.com> Phil Thanks for your reply. I do have the $ParseNewMessageForTicketCcs = 1; this is setting them as watchers on the queue and they see the updates being made to the ticket they just cant add them. I guess this is working as designed. Does anyone know of anything in contrib (looked but didn't see anything) that will allow watchers to modify tickets or set people CC'ed on a ticket in the TicketCC group? thanks seth Phil Homewood wrote: >Phil Homewood wrote: > >>A CC on ticket submission does not a ticket-CC make. >>Ticket CCs are just watchers added to the ticket after creation. >> >>Whether this behaviour should be changed or not is IMO debatable... >>without having thought too much about it, it does /seem/ like a >>reasonable thing to have, or at least be config.pm'able... >> > >As has just been pointed out to me.... > ># If $ParseNewMessageForTicketCcs is true, RT will attempt to divine ># Ticket 'Cc' watchers from the To and Cc lines of incoming messages ># Be forewarned that if you have _any_ addresses which forward mail to ># RT automatically and you enable this option without modifying ># "IsRTAddress" below, you will get yourself into a heap of trouble. ># And well, this is free software, so there isn't a warrantee, but ># I disclaim all ability to help you if you do enable this without ># modifying IsRTAddress below. > >$ParseNewMessageForTicketCcs = undef; > > > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > > From andreas.kruthoff at softwired-inc.com Wed Mar 20 10:20:04 2002 From: andreas.kruthoff at softwired-inc.com (Andreas Kruthoff) Date: Wed, 20 Mar 2002 16:20:04 +0100 Subject: [rt-users] CONTRIB: MyQueues In-Reply-To: <20020320145135.GK14038@ns2.wananchi.com> References: <1013113796.23150.42.camel@labyrinth.wildbrain.com> <200203201216.g2KCGQY05183@pegasus.dmz.softwired.ch> <20020320145135.GK14038@ns2.wananchi.com> Message-ID: <200203201520.g2KFK9Y15892@pegasus.dmz.softwired.ch> Odhiambo Search the archives, it was hacked by Jim Meyer, February: http://lists.fsck.com/pipermail/rt-users/2002-February/006571.html Perhaps Jesse can put it to the contributed stuff... -andreas > Hello Andreas, > > Is this also applicable to the latest version? I did not find MyQueues in > there ;-) Well, I am thouroughly an RT newbie!! > > > [root at ns2]#pwd > /opt/rt2/WebRT/html/Elements > [root at ns2]#ls -al My* > -rwxr-xr-x 1 root bin 1104 Nov 7 02:06 MyRequests > -rwxr-xr-x 1 root bin 1030 Nov 7 02:06 MyTickets > [root at ns2]# > > > thanks > > > -Wash From ian at internationalsportsagency.com Tue Mar 19 09:15:29 2002 From: ian at internationalsportsagency.com (Ian) Date: Tue, 19 Mar 2002 06:15:29 -0800 Subject: [rt-users] Modifying RT for Telco Use? Message-ID: <00c801c1cf50$86ea9b60$0100a8c0@ian> Hi Folks; I've been playing around with RT for a few months now, and I really like it. Having some 911 problems on the campus the other day (Shhhh...don't tell anyone), I saw the layout for a Telco Phone Ticket, and I'm in love with the layout and information that it contains. My general questions are: 1.) How easy/hard would it be to modify RT to store additional information? I can already see at the very minimum three additional tables going into the schema: phnumber (containing the telephone number, TEC [type of equipment class], SFC [service feature class], RSC [Restricted Service Class], a critical circuit flag, an ID for the person who last modified the record, and notes about the number), equipment (Type of equipment/Cable runs, how many pairs it can handle, location of equipment, and an ID for the person who last modified the record), and Circuit (Circuit ID, Extension, Equipment, Location on Equipment [e.g., cable pair of feeder or RDF], Critical Circuits, Data Circuits, Accounting Information, Memo about Number, and the Last Person who Modified the record. 2.) What type of "perl-hacking' skills am I going to need to do this? I'm a junior in CS here at the university; I know C and C++, and my perl experience is limited to a "Perl for Dummies" and "Teach yourself Perl in 24 hours" type of knowledge. Obviously, this doesn't qualify me as a perlmonk, but I'd like to know how much more learning I'm going to have to do before I do this. 3.) Is there an interface to plot the information in a tool (such as RRDTool?) I'd like to be able to see which techs have how many tickets and what the average resoloution time per tech is. Also, is there any interest for this? I'm going to release my modifications (if/when it compiles correctly) under the GPL, but if you've got perlmonk status and don't mind dealing with a wet-behind-the-ears-work-my-butt-off kind of guy helping with coding, I'd love to hear from you. Thanks; Ian --- Ian Wilson Communications Services Technician, Ohio Northern University Network Dude, International Sports Agency - A Division of Remani International From paul at red-fusion.org Fri Mar 15 21:09:43 2002 From: paul at red-fusion.org (Paul Burkett) Date: Fri, 15 Mar 2002 18:09:43 -0800 Subject: [rt-users] Queue Question Message-ID: Hey, whenever I try to disable SeeQueue from the ACL users can no longer submit new tickets. Is there a way for them to create new tickets but not see the Queue list? -- Paul Burkett From cjlynce at twinsburg.lib.oh.us Thu Mar 14 20:18:43 2002 From: cjlynce at twinsburg.lib.oh.us (CJ Lynce) Date: Thu, 14 Mar 2002 20:18:43 -0500 Subject: [rt-users] Mail Gate Problem - Aliases Message-ID: <3C914BF3.23630DE8@twinsburg.lib.oh.us> Hi there... I'm recently set up RT2... got all the aliases typed out... and tried to send a message to the mail gate... But it fails everytime. I'm looked up on the lists, and found out about smrsh... So i put a symlink to /usr/lib/sendmail.d/bin (where smrsh looks...) and still, nothing happens.. I'm running SuSE 7.3 w/2.4.17d (selfcompiled)... Can anyone help? This is the error mail I'm getting ------------- ----- The following addresses had permanent fatal errors ----- "|/usr/rt/bin/rt-mailgate --queue general --action correspond" (reason: 2) (expanded from: ) ----- Transcript of session follows ----- Can't locate config.pm in @INC (@INC contains: /usr/rt/etc /usr/rt/lib /usr/lib/perl5/5.6.1/i586-linux /usr/lib/perl5/5.6.1 /usr/lib/perl5/site_perl/5.6.1/i586-linux /usr/lib/perl5/site_perl/5.6.1 /usr/lib/perl5/site_perl .) at /usr/rt/lib/RT/Interface/Email.pm line 105. BEGIN failed--compilation aborted at /usr/rt/lib/RT/Interface/Email.pm line 105. Compilation failed in require at /usr/rt/bin/rt-mailgate line 30. BEGIN failed--compilation aborted at /usr/rt/bin/rt-mailgate line 30. 554 5.3.0 unknown mailer error 2 Reporting-MTA: dns; tpl005.twinsburg.org Received-From-MTA: DNS; tpl.twinsburg.lib.oh.us Arrival-Date: Fri, 15 Mar 2002 07:15:53 -0500 Final-Recipient: RFC822; rt at tpl005.twinsburg.org X-Actual-Recipient: X-Unix; |/usr/rt/bin/rt-mailgate --queue general --action correspond Action: failed Status: 5.0.0 Diagnostic-Code: X-Unix; 2 Last-Attempt-Date: Fri, 15 Mar 2002 07:15:54 -0500 ------------------- I WAS GETTING THIS... but then it stopped and started with the message above... ----------------------- ----- The following addresses had permanent fatal errors ----- /usr/rt/bin/rt-mailgate --queue technology --action correspond (reason: can't create (user) output file) (expanded from: ) ----- Transcript of session follows ----- 554 5.3.0 cannot open /usr/rt/bin/rt-mailgate.--queue.technology.--action.correspond: Permission denied 550 5.0.0 /usr/rt/bin/rt-mailgate --queue technology --action correspond... Can't create output Reporting-MTA: dns; tpl005.twinsburg.org Received-From-MTA: DNS; tpl.twinsburg.lib.oh.us Arrival-Date: Fri, 15 Mar 2002 05:15:09 -0500 Final-Recipient: RFC822; techbug at tpl005.twinsburg.org X-Actual-Recipient: X-Unix; /usr/rt/bin/rt-mailgate.--queue.technology.--action.correspond Action: failed Status: 5.3.0 Diagnostic-Code: X-Unix; 73 Last-Attempt-Date: Fri, 15 Mar 2002 05:15:09 -0500 -------------------- And this is what my smrsh directory looks like ------ drwxr-xr-x 2 root root 4096 Mar 15 07:34 ./ drwxr-xr-x 3 root root 4096 Mar 13 01:38 ../ lrwxrwxrwx 1 root root 13 Mar 13 01:38 mail -> /usr/bin/mail -r-x--x--x 1 root root 746860 Sep 23 23:25 mail.local* lrwxrwxrwx 1 root root 17 Mar 13 01:38 procmail -> /usr/bin/procmail* lrwxrwxrwx 1 root root 23 Mar 15 07:34 rt-mailgate -> /usr/rt/bin/rt-mailgate* -r-x--x--x 1 root root 6956 Sep 23 23:25 smrsh* lrwxrwxrwx 1 root root 17 Mar 13 01:38 vacation -> /usr/bin/vacation tpl005:/usr/lib/sendmail.d/bin # ----- And this is what my /usr/rt/bin Looks like ------------ drwxr-xr-x 2 root rt 4096 Mar 15 03:42 ./ drwxr-xr-x 8 root root 4096 Mar 15 02:58 ../ -rwxr-sr-x 1 root rt 5136 Mar 15 02:59 mason_handler.fcgi* -rwxr-sr-x 1 root rt 4631 Mar 15 02:59 mason_handler.scgi* -rwxr-sr-x 1 root rt 29979 Mar 15 02:59 rt* -rwxrwxr-x 1 root rt 8858 Mar 15 02:59 rt-mailgate* -rwxr-sr-x 1 root rt 23821 Mar 15 02:59 rtadmin* -rw-r--r-- 1 root root 3560 Mar 15 03:42 rtadminhelp -rwxr-xr-x 1 root rt 4459 Mar 15 02:59 webmux.pl* tpl005:/usr/rt/bin # ---------------- Sorry for all the junk... but maybe it will help you all.... --CJ -- #!~ CJ Lynce ~!# #!~ Twinsburg Public Library ~!# #!~ cjlynce at twinsburg.lib.oh.us ~!# From tom at ee.ucl.ac.uk Thu Mar 14 07:23:26 2002 From: tom at ee.ucl.ac.uk (Tom Crummey) Date: Thu, 14 Mar 2002 12:23:26 +0000 (GMT) Subject: [rt-users] RT2 and Oracle Message-ID: <200203141223.g2ECNQD02822@lister.ee.ucl.ac.uk> Hello, Has anyone got RT working with Oracle as the DB? We are having some problems with the searches returning mothing. Tom. ---------------------------------------------------------------------------- Tom Crummey, Systems and Network Manager, EMAIL: tom at ee.ucl.ac.uk Department of Electronic and Electrical Engineering, University College London, TEL: +44 (0)20 7679 3898 Torrington Place, FAX: +44 (0)20 7388 9325 London, UK, WC1E 7JE. ---------------------------------------------------------------------------- From awfief at usg.tufts.edu Wed Mar 20 10:33:05 2002 From: awfief at usg.tufts.edu (Sheeri Kritzer) Date: Wed, 20 Mar 2002 10:33:05 -0500 (EST) Subject: [rt-users] changing ownership when you're not the owner Message-ID: My boss just came to me with an issue, that I remember seeing on the list. We had someone leave, and thus his rt account was disabled. But he still had tickets assigned to him. My boss wanted to reassign tickets and came to me saying, "Why don't I have the permisison to reassign tickets?". I explained to him what had come up on the list before, and he was OK with it. But then I went through and did the following: enable the user search for all tickets owned by the user that are unresolved do "update all these tickets at once" used the "Make Owner" field to change the owner to "Nobody", and clicked the "force change" button, and submitted. and it worked! So now my boss can go to the tickets owned by "nobody" which he does (or should do) periodically anyway, and delegate those tickets. I mention it here because I remember it came up a short while ago, and the resolution was "it can't be done". Alhtough I just upgraded to rt2, so perhaps it's a new feature? At any rate, thought people should know. -- Sheeri Kritzer Systems Administrator University Systems Group Tufts University 617-627-3925 sheeri.kritzer at tufts.edu From Michael.Thompson at s3group.com Wed Mar 20 11:25:19 2002 From: Michael.Thompson at s3group.com (Michael Thompson) Date: Wed, 20 Mar 2002 16:25:19 +0000 Subject: [rt-users] Mail Gate Problem - Aliases References: <3C914BF3.23630DE8@twinsburg.lib.oh.us> Message-ID: <3C98B7EF.8010305@s3group.com> probably incorrect permissions on config.pm CJ Lynce wrote: > Hi there... I'm recently set up RT2... got all the aliases typed out... > and tried to send a message to the mail gate... But it fails everytime. > I'm looked up on the lists, and found out about smrsh... So i put a > symlink to /usr/lib/sendmail.d/bin (where smrsh looks...) and still, > nothing happens.. > > I'm running SuSE 7.3 w/2.4.17d (selfcompiled)... Can anyone help? > > This is the error mail I'm getting > > ------------- > ----- The following addresses had permanent fatal errors ----- > "|/usr/rt/bin/rt-mailgate --queue general --action correspond" > (reason: 2) > (expanded from: ) > > ----- Transcript of session follows ----- > Can't locate config.pm in @INC (@INC contains: /usr/rt/etc /usr/rt/lib > /usr/lib/perl5/5.6.1/i586-linux /usr/lib/perl5/5.6.1 > /usr/lib/perl5/site_perl/5.6.1/i586-linux > /usr/lib/perl5/site_perl/5.6.1 /usr/lib/perl5/site_perl .) at > /usr/rt/lib/RT/Interface/Email.pm > line 105. > BEGIN failed--compilation aborted at /usr/rt/lib/RT/Interface/Email.pm > line 105. > Compilation failed in require at /usr/rt/bin/rt-mailgate line 30. > BEGIN failed--compilation aborted at /usr/rt/bin/rt-mailgate line 30. > 554 5.3.0 unknown mailer error 2 > > > > > Reporting-MTA: dns; tpl005.twinsburg.org > Received-From-MTA: DNS; tpl.twinsburg.lib.oh.us > Arrival-Date: Fri, 15 Mar 2002 07:15:53 -0500 > > Final-Recipient: RFC822; rt at tpl005.twinsburg.org > X-Actual-Recipient: X-Unix; |/usr/rt/bin/rt-mailgate --queue general > --action correspond > Action: failed > Status: 5.0.0 > Diagnostic-Code: X-Unix; 2 > Last-Attempt-Date: Fri, 15 Mar 2002 07:15:54 -0500 > ------------------- > > I WAS GETTING THIS... but then it stopped and started with the message > above... > ----------------------- > ----- The following addresses had permanent fatal errors ----- > /usr/rt/bin/rt-mailgate --queue technology --action correspond > (reason: can't create (user) output file) > (expanded from: ) > > ----- Transcript of session follows ----- > 554 5.3.0 cannot open > /usr/rt/bin/rt-mailgate.--queue.technology.--action.correspond: > Permission > denied > 550 5.0.0 /usr/rt/bin/rt-mailgate --queue technology --action > correspond... Can't create output > > > > > Reporting-MTA: dns; tpl005.twinsburg.org > Received-From-MTA: DNS; tpl.twinsburg.lib.oh.us > Arrival-Date: Fri, 15 Mar 2002 05:15:09 -0500 > > Final-Recipient: RFC822; techbug at tpl005.twinsburg.org > X-Actual-Recipient: X-Unix; > /usr/rt/bin/rt-mailgate.--queue.technology.--action.correspond > Action: failed > Status: 5.3.0 > Diagnostic-Code: X-Unix; 73 > Last-Attempt-Date: Fri, 15 Mar 2002 05:15:09 -0500 > -------------------- > > And this is what my smrsh directory looks like > ------ > drwxr-xr-x 2 root root 4096 Mar 15 07:34 ./ > drwxr-xr-x 3 root root 4096 Mar 13 01:38 ../ > lrwxrwxrwx 1 root root 13 Mar 13 01:38 mail -> > /usr/bin/mail > -r-x--x--x 1 root root 746860 Sep 23 23:25 mail.local* > lrwxrwxrwx 1 root root 17 Mar 13 01:38 procmail -> > /usr/bin/procmail* > lrwxrwxrwx 1 root root 23 Mar 15 07:34 rt-mailgate -> > /usr/rt/bin/rt-mailgate* > -r-x--x--x 1 root root 6956 Sep 23 23:25 smrsh* > lrwxrwxrwx 1 root root 17 Mar 13 01:38 vacation -> > /usr/bin/vacation > tpl005:/usr/lib/sendmail.d/bin # > ----- > > And this is what my /usr/rt/bin Looks like > ------------ > drwxr-xr-x 2 root rt 4096 Mar 15 03:42 ./ > drwxr-xr-x 8 root root 4096 Mar 15 02:58 ../ > -rwxr-sr-x 1 root rt 5136 Mar 15 02:59 > mason_handler.fcgi* > -rwxr-sr-x 1 root rt 4631 Mar 15 02:59 > mason_handler.scgi* > -rwxr-sr-x 1 root rt 29979 Mar 15 02:59 rt* > -rwxrwxr-x 1 root rt 8858 Mar 15 02:59 rt-mailgate* > -rwxr-sr-x 1 root rt 23821 Mar 15 02:59 rtadmin* > -rw-r--r-- 1 root root 3560 Mar 15 03:42 rtadminhelp > -rwxr-xr-x 1 root rt 4459 Mar 15 02:59 webmux.pl* > tpl005:/usr/rt/bin # > ---------------- > > Sorry for all the junk... but maybe it will help you all.... > > --CJ > > > > -- > #!~ CJ Lynce ~!# > #!~ Twinsburg Public Library ~!# > #!~ cjlynce at twinsburg.lib.oh.us ~!# > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- Michael Thompson +353 1 291 1710 RF IC Design Engineer +353 1 676 3199 Silicon & Software Systems From nengel at netways.de Wed Mar 20 03:21:55 2002 From: nengel at netways.de (Nik Engel) Date: Wed, 20 Mar 2002 09:21:55 +0100 Subject: [rt-users] RT Performance Problems Message-ID: Hi ! We have got a performance Problem concerning the creation of tickets: We are running RT 2.0.7 and postfix. Everytime we create a ticket, the systems takes ages to finnish the job. Analysis of the logfiles has shown the the mysqld process takes about 90 % CPU time during the creation. Unfortunatly the system wait until the mail ist processed. Is there a way to prevent the system from waiting for postfix. Thanks __________________________________________________________ Nik Engel NETWAYS GmbH Senior Systems Engineer Deutschherrnstr. 47a Fon.0911/92885-13 D-90429 N?rnberg Fax.0911/92885-33 nengel at netways.de www.netways.de From mike.zhang at quantiva.com Tue Mar 19 18:06:50 2002 From: mike.zhang at quantiva.com (Mike Zhang) Date: Tue, 19 Mar 2002 18:06:50 -0500 Subject: [rt-users] Error with uninitialized value Message-ID: <000701c1cf9a$c0b2a190$2001020a@ithaca> Hi! Each time I tried to do a "make install" or "make dropdb" I get the below error. I looked through the user threads and havn't found anything pertaining to this. Any help would be much appreciated. Creating Pg database rt2. Use of uninitialized value at tools/initdb line 203, chunk 1. Died at tools/initdb line 203, chunk 1. make: *** [createdb] Error 2 Thanks, ~Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From crobins at proexam.org Tue Mar 19 13:43:36 2002 From: crobins at proexam.org (Charles E. Robinson III) Date: Tue, 19 Mar 2002 13:43:36 -0500 Subject: [rt-users] FW: [fsck.com #1331] Can't Load Cpan Mod's!! Message-ID: <200203191846.NAA11750@fw-nyc-01.proexam.org> > Hopefully this is the right place to ask this question if not my apologies. > > Does anyone know why I would be getting this error: > I'm trying to load the CPAN mod ParseDate. > > Running Mkbootstrap for ParseDate () > chmod 644 ParseDate.bs > rm -f blib/arch/auto/ParseDate/ParseDate.so > LD_RUN_PATH="" gcc -G -L/usr/local/lib ParseDate.o -o > blib/arch/auto/ParseDate/ParseDate.so > gcc: ParseDate.o: No such file or directory > gcc: No input files > make: *** [blib/arch/auto/ParseDate/ParseDate.so] Error 1 > /usr/local/bin/make -- NOT OK > Running make test > Can't test without successful make > Running make install > make had returned bad status, install seems impossible > > To me the automake seems to remove the .so then look for it again. > Is this a problem with the makefile or gcc? Make seems fine. > Should I just get the tar and do it manually (the auto would be helpful)? > > Thanks in advance. > CRob From purp at wildbrain.com Wed Mar 20 11:10:11 2002 From: purp at wildbrain.com (Jim Meyer) Date: 20 Mar 2002 08:10:11 -0800 Subject: [rt-users] CONTRIB: MyQueues In-Reply-To: <200203201520.g2KFK9Y15892@pegasus.dmz.softwired.ch> References: <1013113796.23150.42.camel@labyrinth.wildbrain.com> <200203201216.g2KCGQY05183@pegasus.dmz.softwired.ch> <20020320145135.GK14038@ns2.wananchi.com> <200203201520.g2KFK9Y15892@pegasus.dmz.softwired.ch> Message-ID: <1016640618.9488.150.camel@wug.selequa.com> Hello! On Wed, 2002-03-20 at 07:20, Andreas Kruthoff wrote: > Search the archives, it was hacked by Jim Meyer, February: > http://lists.fsck.com/pipermail/rt-users/2002-February/006571.html > Perhaps Jesse can put it to the contributed stuff... That's my bad, actually. I need to bundle it into a tarball with a README and forward it to Jesse. It's on my list of things to do, but I'm swamped at present and haven't made time for it. Hopefully I can nail it down this week or next. Cheers! --j -- Jim Meyer, Geek At Large purp at wildbrain.com From mapopa at reea.net Wed Mar 20 18:26:28 2002 From: mapopa at reea.net (marius popa) Date: Wed, 20 Mar 2002 18:26:28 -0500 Subject: [rt-users] Mail Gate Problem - Aliases In-Reply-To: <3C914BF3.23630DE8@twinsburg.lib.oh.us> References: <3C914BF3.23630DE8@twinsburg.lib.oh.us> Message-ID: <20020320182628.5fa1ca0f.mapopa@reea.net> well chmod 644 on confing.pm from /mon/etc should work On Thu, 14 Mar 2002 20:18:43 -0500 CJ Lynce wrote: > Hi there... I'm recently set up RT2... got all the aliases typed out... > and tried to send a message to the mail gate... But it fails everytime. > I'm looked up on the lists, and found out about smrsh... So i put a > symlink to /usr/lib/sendmail.d/bin (where smrsh looks...) and still, > nothing happens.. > > I'm running SuSE 7.3 w/2.4.17d (selfcompiled)... Can anyone help? > > This is the error mail I'm getting > > ------------- > ----- The following addresses had permanent fatal errors ----- > "|/usr/rt/bin/rt-mailgate --queue general --action correspond" > (reason: 2) > (expanded from: ) > > ----- Transcript of session follows ----- > Can't locate config.pm in @INC (@INC contains: /usr/rt/etc /usr/rt/lib > /usr/lib/perl5/5.6.1/i586-linux /usr/lib/perl5/5.6.1 > /usr/lib/perl5/site_perl/5.6.1/i586-linux > /usr/lib/perl5/site_perl/5.6.1 /usr/lib/perl5/site_perl .) at > /usr/rt/lib/RT/Interface/Email.pm > line 105. > BEGIN failed--compilation aborted at /usr/rt/lib/RT/Interface/Email.pm > line 105. > Compilation failed in require at /usr/rt/bin/rt-mailgate line 30. > BEGIN failed--compilation aborted at /usr/rt/bin/rt-mailgate line 30. > 554 5.3.0 unknown mailer error 2 > > > > > Reporting-MTA: dns; tpl005.twinsburg.org > Received-From-MTA: DNS; tpl.twinsburg.lib.oh.us > Arrival-Date: Fri, 15 Mar 2002 07:15:53 -0500 > > Final-Recipient: RFC822; rt at tpl005.twinsburg.org > X-Actual-Recipient: X-Unix; |/usr/rt/bin/rt-mailgate --queue general > --action correspond > Action: failed > Status: 5.0.0 > Diagnostic-Code: X-Unix; 2 > Last-Attempt-Date: Fri, 15 Mar 2002 07:15:54 -0500 > ------------------- > > I WAS GETTING THIS... but then it stopped and started with the message > above... > ----------------------- > ----- The following addresses had permanent fatal errors ----- > /usr/rt/bin/rt-mailgate --queue technology --action correspond > (reason: can't create (user) output file) > (expanded from: ) > > ----- Transcript of session follows ----- > 554 5.3.0 cannot open > /usr/rt/bin/rt-mailgate.--queue.technology.--action.correspond: > Permission > denied > 550 5.0.0 /usr/rt/bin/rt-mailgate --queue technology --action > correspond... Can't create output > > > > > Reporting-MTA: dns; tpl005.twinsburg.org > Received-From-MTA: DNS; tpl.twinsburg.lib.oh.us > Arrival-Date: Fri, 15 Mar 2002 05:15:09 -0500 > > Final-Recipient: RFC822; techbug at tpl005.twinsburg.org > X-Actual-Recipient: X-Unix; > /usr/rt/bin/rt-mailgate.--queue.technology.--action.correspond > Action: failed > Status: 5.3.0 > Diagnostic-Code: X-Unix; 73 > Last-Attempt-Date: Fri, 15 Mar 2002 05:15:09 -0500 > -------------------- > > And this is what my smrsh directory looks like > ------ > drwxr-xr-x 2 root root 4096 Mar 15 07:34 ./ > drwxr-xr-x 3 root root 4096 Mar 13 01:38 ../ > lrwxrwxrwx 1 root root 13 Mar 13 01:38 mail -> > /usr/bin/mail > -r-x--x--x 1 root root 746860 Sep 23 23:25 mail.local* > lrwxrwxrwx 1 root root 17 Mar 13 01:38 procmail -> > /usr/bin/procmail* > lrwxrwxrwx 1 root root 23 Mar 15 07:34 rt-mailgate -> > /usr/rt/bin/rt-mailgate* > -r-x--x--x 1 root root 6956 Sep 23 23:25 smrsh* > lrwxrwxrwx 1 root root 17 Mar 13 01:38 vacation -> > /usr/bin/vacation > tpl005:/usr/lib/sendmail.d/bin # > ----- > > And this is what my /usr/rt/bin Looks like > ------------ > drwxr-xr-x 2 root rt 4096 Mar 15 03:42 ./ > drwxr-xr-x 8 root root 4096 Mar 15 02:58 ../ > -rwxr-sr-x 1 root rt 5136 Mar 15 02:59 > mason_handler.fcgi* > -rwxr-sr-x 1 root rt 4631 Mar 15 02:59 > mason_handler.scgi* > -rwxr-sr-x 1 root rt 29979 Mar 15 02:59 rt* > -rwxrwxr-x 1 root rt 8858 Mar 15 02:59 rt-mailgate* > -rwxr-sr-x 1 root rt 23821 Mar 15 02:59 rtadmin* > -rw-r--r-- 1 root root 3560 Mar 15 03:42 rtadminhelp > -rwxr-xr-x 1 root rt 4459 Mar 15 02:59 webmux.pl* > tpl005:/usr/rt/bin # > ---------------- > > Sorry for all the junk... but maybe it will help you all.... > > --CJ > > > > -- > #!~ CJ Lynce ~!# > #!~ Twinsburg Public Library ~!# > #!~ cjlynce at twinsburg.lib.oh.us ~!# > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users From Michael.Blk at freezone.co.uk Wed Mar 20 11:56:23 2002 From: Michael.Blk at freezone.co.uk (Michael Bielicki) Date: 20 Mar 2002 16:56:23 +0000 Subject: [rt-users] CONTRIB: MyQueues In-Reply-To: <1016640618.9488.150.camel@wug.selequa.com> References: <1013113796.23150.42.camel@labyrinth.wildbrain.com> <200203201216.g2KCGQY05183@pegasus.dmz.softwired.ch> <20020320145135.GK14038@ns2.wananchi.com> <200203201520.g2KFK9Y15892@pegasus.dmz.softwired.ch> <1016640618.9488.150.camel@wug.selequa.com> Message-ID: <1016643386.27411.32.camel@misio> will that stuff work also if u run rt with fastcgi ? mod_perl does not really work with our ibm httpdserver but the httpdserver is much faaster than stock apache ... On Wed, 2002-03-20 at 16:10, Jim Meyer wrote: > Hello! > > On Wed, 2002-03-20 at 07:20, Andreas Kruthoff wrote: > > Search the archives, it was hacked by Jim Meyer, February: > > http://lists.fsck.com/pipermail/rt-users/2002-February/006571.html > > Perhaps Jesse can put it to the contributed stuff... > > That's my bad, actually. I need to bundle it into a tarball with a > README and forward it to Jesse. It's on my list of things to do, but I'm > swamped at present and haven't made time for it. > > Hopefully I can nail it down this week or next. > > Cheers! > > --j > -- > Jim Meyer, Geek At Large purp at wildbrain.com > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 232 bytes Desc: This is a digitally signed message part URL: From purp at wildbrain.com Wed Mar 20 12:16:35 2002 From: purp at wildbrain.com (Jim Meyer) Date: 20 Mar 2002 09:16:35 -0800 Subject: [rt-users] CONTRIB: MyQueues In-Reply-To: <1016643386.27411.32.camel@misio> References: <1013113796.23150.42.camel@labyrinth.wildbrain.com> <200203201216.g2KCGQY05183@pegasus.dmz.softwired.ch> <20020320145135.GK14038@ns2.wananchi.com> <200203201520.g2KFK9Y15892@pegasus.dmz.softwired.ch> <1016640618.9488.150.camel@wug.selequa.com> <1016643386.27411.32.camel@misio> Message-ID: <1016644602.9470.231.camel@wug.selequa.com> On Wed, 2002-03-20 at 08:56, Michael Bielicki wrote: > will that stuff work also if u run rt with fastcgi ? mod_perl does not > really work with our ibm httpdserver but the httpdserver is much faaster > than stock apache ... Honestly, I don't know as I've never had IBM's httpdserver to play with. The best I can tell you is that if the stock RT start page works, this should work, too. Cheers! --j > On Wed, 2002-03-20 at 16:10, Jim Meyer wrote: > > Hello! > > > > On Wed, 2002-03-20 at 07:20, Andreas Kruthoff wrote: > > > Search the archives, it was hacked by Jim Meyer, February: > > > http://lists.fsck.com/pipermail/rt-users/2002-February/006571.html > > > Perhaps Jesse can put it to the contributed stuff... > > > > That's my bad, actually. I need to bundle it into a tarball with a > > README and forward it to Jesse. It's on my list of things to do, but I'm > > swamped at present and haven't made time for it. > > > > Hopefully I can nail it down this week or next. > > > > Cheers! > > > > --j > > -- > > Jim Meyer, Geek At Large purp at wildbrain.com > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > -- Jim Meyer, Geek At Large purp at wildbrain.com From arclight at jump.net Wed Mar 20 12:33:16 2002 From: arclight at jump.net (Bob Apthorpe) Date: Wed, 20 Mar 2002 11:33:16 -0600 Subject: [rt-users] RT Performance Problems In-Reply-To: References: Message-ID: <02032011331602.04198@soyokaze> On Wednesday 20 March 2002 02:21, you wrote: > Hi ! > We have got a performance Problem concerning the creation of tickets: > > We are running RT 2.0.7 > and postfix. Upgrade to RT 2.0.11 or later. These versions have better indexing on the MySQL tables which dramatically increases database performance. You can probably apply these db changes without upgrading but this will require some manual SQL queries. It may be easier just to upgrade rather than find and apply the new indexing queries directly. -- Bob From b.boksa at sidebysite.de Wed Mar 20 12:57:44 2002 From: b.boksa at sidebysite.de (Benjamin Boksa) Date: Wed, 20 Mar 2002 18:57:44 +0100 Subject: [rt-users] Mail Gate Problem - Aliases In-Reply-To: <20020320182628.5fa1ca0f.mapopa@reea.net> Message-ID: > well chmod 644 on confing.pm from /mon/etc > should work ... and give everybody read-access to the password of the database. I remember some articel about it in the archive, but I am not sure wether it was http://lists.fsck.com/pipermail/rt-users/2001-December/005542.html or something else, that shows how to fix the problem. Regards, Benne > On Thu, 14 Mar 2002 20:18:43 -0500 > CJ Lynce wrote: > >> Hi there... I'm recently set up RT2... got all the aliases typed out... >> and tried to send a message to the mail gate... But it fails everytime. >> I'm looked up on the lists, and found out about smrsh... So i put a >> symlink to /usr/lib/sendmail.d/bin (where smrsh looks...) and still, >> nothing happens.. >> >> I'm running SuSE 7.3 w/2.4.17d (selfcompiled)... Can anyone help? >> >> This is the error mail I'm getting >> >> ------------- >> ----- The following addresses had permanent fatal errors ----- >> "|/usr/rt/bin/rt-mailgate --queue general --action correspond" >> (reason: 2) >> (expanded from: ) >> >> ----- Transcript of session follows ----- >> Can't locate config.pm in @INC (@INC contains: /usr/rt/etc /usr/rt/lib >> /usr/lib/perl5/5.6.1/i586-linux /usr/lib/perl5/5.6.1 >> /usr/lib/perl5/site_perl/5.6.1/i586-linux >> /usr/lib/perl5/site_perl/5.6.1 /usr/lib/perl5/site_perl .) at >> /usr/rt/lib/RT/Interface/Email.pm >> line 105. >> BEGIN failed--compilation aborted at /usr/rt/lib/RT/Interface/Email.pm >> line 105. >> Compilation failed in require at /usr/rt/bin/rt-mailgate line 30. >> BEGIN failed--compilation aborted at /usr/rt/bin/rt-mailgate line 30. >> 554 5.3.0 unknown mailer error 2 >> >> >> >> >> Reporting-MTA: dns; tpl005.twinsburg.org >> Received-From-MTA: DNS; tpl.twinsburg.lib.oh.us >> Arrival-Date: Fri, 15 Mar 2002 07:15:53 -0500 >> >> Final-Recipient: RFC822; rt at tpl005.twinsburg.org >> X-Actual-Recipient: X-Unix; |/usr/rt/bin/rt-mailgate --queue general >> --action correspond >> Action: failed >> Status: 5.0.0 >> Diagnostic-Code: X-Unix; 2 >> Last-Attempt-Date: Fri, 15 Mar 2002 07:15:54 -0500 >> ------------------- >> >> I WAS GETTING THIS... but then it stopped and started with the message >> above... >> ----------------------- >> ----- The following addresses had permanent fatal errors ----- >> /usr/rt/bin/rt-mailgate --queue technology --action correspond >> (reason: can't create (user) output file) >> (expanded from: ) >> >> ----- Transcript of session follows ----- >> 554 5.3.0 cannot open >> /usr/rt/bin/rt-mailgate.--queue.technology.--action.correspond: >> Permission >> denied >> 550 5.0.0 /usr/rt/bin/rt-mailgate --queue technology --action >> correspond... Can't create output >> >> >> >> >> Reporting-MTA: dns; tpl005.twinsburg.org >> Received-From-MTA: DNS; tpl.twinsburg.lib.oh.us >> Arrival-Date: Fri, 15 Mar 2002 05:15:09 -0500 >> >> Final-Recipient: RFC822; techbug at tpl005.twinsburg.org >> X-Actual-Recipient: X-Unix; >> /usr/rt/bin/rt-mailgate.--queue.technology.--action.correspond >> Action: failed >> Status: 5.3.0 >> Diagnostic-Code: X-Unix; 73 >> Last-Attempt-Date: Fri, 15 Mar 2002 05:15:09 -0500 >> -------------------- >> >> And this is what my smrsh directory looks like >> ------ >> drwxr-xr-x 2 root root 4096 Mar 15 07:34 ./ >> drwxr-xr-x 3 root root 4096 Mar 13 01:38 ../ >> lrwxrwxrwx 1 root root 13 Mar 13 01:38 mail -> >> /usr/bin/mail >> -r-x--x--x 1 root root 746860 Sep 23 23:25 mail.local* >> lrwxrwxrwx 1 root root 17 Mar 13 01:38 procmail -> >> /usr/bin/procmail* >> lrwxrwxrwx 1 root root 23 Mar 15 07:34 rt-mailgate -> >> /usr/rt/bin/rt-mailgate* >> -r-x--x--x 1 root root 6956 Sep 23 23:25 smrsh* >> lrwxrwxrwx 1 root root 17 Mar 13 01:38 vacation -> >> /usr/bin/vacation >> tpl005:/usr/lib/sendmail.d/bin # >> ----- >> >> And this is what my /usr/rt/bin Looks like >> ------------ >> drwxr-xr-x 2 root rt 4096 Mar 15 03:42 ./ >> drwxr-xr-x 8 root root 4096 Mar 15 02:58 ../ >> -rwxr-sr-x 1 root rt 5136 Mar 15 02:59 >> mason_handler.fcgi* >> -rwxr-sr-x 1 root rt 4631 Mar 15 02:59 >> mason_handler.scgi* >> -rwxr-sr-x 1 root rt 29979 Mar 15 02:59 rt* >> -rwxrwxr-x 1 root rt 8858 Mar 15 02:59 rt-mailgate* >> -rwxr-sr-x 1 root rt 23821 Mar 15 02:59 rtadmin* >> -rw-r--r-- 1 root root 3560 Mar 15 03:42 rtadminhelp >> -rwxr-xr-x 1 root rt 4459 Mar 15 02:59 webmux.pl* >> tpl005:/usr/rt/bin # >> ---------------- >> >> Sorry for all the junk... but maybe it will help you all.... >> >> --CJ >> >> >> >> -- >> #!~ CJ Lynce ~!# >> #!~ Twinsburg Public Library ~!# >> #!~ cjlynce at twinsburg.lib.oh.us ~!# >> >> >> >> _______________________________________________ >> rt-users mailing list >> rt-users at lists.fsck.com >> http://lists.fsck.com/mailman/listinfo/rt-users > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From t.amsler at jnetsystems.com Wed Mar 20 13:06:09 2002 From: t.amsler at jnetsystems.com (Thomas Amsler) Date: Wed, 20 Mar 2002 19:06:09 +0100 Subject: [rt-users] Keywords in Search List Message-ID: <90CBC4536ECFD047AF77392752A3F4590233F8@jnet-nt01.jnetsystems.com> We've successfully changed the layout of the search list in the config.pm file. How can I include a certain keyword selection? - Say it's a global single selection keyword (1:1 relation). Thanks a alot! Thomas From khera at kcilink.com Wed Mar 20 13:06:39 2002 From: khera at kcilink.com (Vivek Khera) Date: Wed, 20 Mar 2002 13:06:39 -0500 Subject: [rt-users] Re: text not included with correspondence In-Reply-To: <3C987003.A185383C@isg.de> References: <3C986F75.58792E40@isg.de> <3C987003.A185383C@isg.de> Message-ID: <15512.53167.95209.566286@onceler.kciLink.com> >>>>> "TAH" == Timo A Hummel writes: >> When I correspond to some messages, sometimes only limited text from the >> previous message is included, and other times it includes the full text. TAH> If you click on Reply located in the upper right corner, it quotes the TAH> full When I do that, I get no included text. TAH> text, if you click reply on some item in the History, it includes only TAH> that TAH> transaction. I get this too. I have not seen any way to include the entire ticket history in a single reply. From darrinw at nixc.net Wed Mar 20 13:10:55 2002 From: darrinw at nixc.net (Darrin Walton) Date: Wed, 20 Mar 2002 13:10:55 -0500 Subject: [rt-users] Queue Question In-Reply-To: ; from paul@red-fusion.org on Fri, Mar 15, 2002 at 06:09:43PM -0800 References: Message-ID: <20020320131055.M76508@nixc.net> |+ Hey, whenever I try to disable SeeQueue from the ACL users can no longer |+ submit new tickets. Is there a way for them to create new tickets but not |+ see the Queue list? |+ Do the queues have 'CreateTicket' set? From KFerguso at chi.navtech.com Wed Mar 20 14:05:06 2002 From: KFerguso at chi.navtech.com (Ferguson, Kevin) Date: Wed, 20 Mar 2002 13:05:06 -0600 Subject: [rt-users] Mail Gate Problem - Aliases Message-ID: <91468650040FD411A51100104B63E23102E28105@postman.chi.navtech.com> change the group for config.pm to rt (or whatever group RT is in) and chmod 640. > > well chmod 644 on confing.pm from /mon/etc > > should work > > ... and give everybody read-access to the password of the database. > > I remember some articel about it in the archive, but I am not > sure wether it > was > > http://lists.fsck.com/pipermail/rt-users/2001-December/005542.html > > or something else, that shows how to fix the problem. > > Regards, > > Benne > > > > On Thu, 14 Mar 2002 20:18:43 -0500 > > CJ Lynce wrote: > > > >> Hi there... I'm recently set up RT2... got all the aliases > typed out... > >> and tried to send a message to the mail gate... But it > fails everytime. > >> I'm looked up on the lists, and found out about smrsh... > So i put a > >> symlink to /usr/lib/sendmail.d/bin (where smrsh looks...) > and still, > >> nothing happens.. > >> > >> I'm running SuSE 7.3 w/2.4.17d (selfcompiled)... Can anyone help? > >> > >> This is the error mail I'm getting > >> > >> ------------- > >> ----- The following addresses had permanent fatal errors ----- > >> "|/usr/rt/bin/rt-mailgate --queue general --action correspond" > >> (reason: 2) > >> (expanded from: ) > >> > >> ----- Transcript of session follows ----- > >> Can't locate config.pm in @INC (@INC contains: /usr/rt/etc > /usr/rt/lib > >> /usr/lib/perl5/5.6.1/i586-linux /usr/lib/perl5/5.6.1 > >> /usr/lib/perl5/site_perl/5.6.1/i586-linux > >> /usr/lib/perl5/site_perl/5.6.1 /usr/lib/perl5/site_perl .) at > >> /usr/rt/lib/RT/Interface/Email.pm > >> line 105. > >> BEGIN failed--compilation aborted at > /usr/rt/lib/RT/Interface/Email.pm > >> line 105. > >> Compilation failed in require at /usr/rt/bin/rt-mailgate line 30. > >> BEGIN failed--compilation aborted at > /usr/rt/bin/rt-mailgate line 30. > >> 554 5.3.0 unknown mailer error 2 > >> From mwatson at netspace.net.au Wed Mar 20 15:04:21 2002 From: mwatson at netspace.net.au (Mat) Date: Thu, 21 Mar 2002 07:04:21 +1100 Subject: [rt-users] RT Performance Problems In-Reply-To: <02032011331602.04198@soyokaze> Message-ID: Also you might want to make sure you have mysql optimised for your system, while a ticket is being created try having a look at what mysql is actually doing by typing "show processlist" into the mysql command line, if you see any queries with the status of "writing to disk" that will most likely be the issue, mysql needs to be allocated more memory.. there are quite a few other little things you can tweak with mysql. Regards, Mat. > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Bob Apthorpe > Sent: Thursday, 21 March 2002 4:33 AM > To: rt-users at lists.fsck.com > Subject: Re: [rt-users] RT Performance Problems > > > On Wednesday 20 March 2002 02:21, you wrote: > > Hi ! > > We have got a performance Problem concerning the creation of tickets: > > > > We are running RT 2.0.7 > > and postfix. > > Upgrade to RT 2.0.11 or later. These versions have better indexing on the > MySQL tables which dramatically increases database performance. You can > probably apply these db changes without upgrading but this will > require some > manual SQL queries. It may be easier just to upgrade rather than find and > apply the new indexing queries directly. > > -- Bob > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users From dupuy at systemdetection.com Wed Mar 20 16:52:24 2002 From: dupuy at systemdetection.com (Alexander Dupuy) Date: Wed, 20 Mar 2002 16:52:24 -0500 Subject: [rt-users] RT Web interface sometimes loses style References: <20020319231554.51FEC25D2@pallas.eruditorum.org> Message-ID: <3C990498.7183E701@sysdetect.com> We installed RT 2.0.11, and after working out some version conflict glitches between apache and perl everything seems to be working, except that sometimes the stylesheet doesn't seem to "take" and the styles of links etc. revert to defaults. A few hits of the reload button usually cures this, but not permanently. We see this with both Netscape 4.77 and Konqueror 2.1.1 so I don't think this is a browser problem per se. This is a pretty minor cosmetic flaw, but I'm wondering if anyone else has seen anything like it, and if there might be a fix. We have been very pleased with the RT software otherwise; it's really quite good. @alex From pdh at snapgear.com Wed Mar 20 17:43:26 2002 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 21 Mar 2002 08:43:26 +1000 Subject: [rt-users] No recipients found. Not sending. In-Reply-To: <1016617060.1964.1.camel@unitytest> References: <1016617060.1964.1.camel@unitytest> Message-ID: <20020320224326.GM8646@luggage> Marc Beyer wrote: > Thanks for your help, I've got a watcher assigned to the queue, both as > Cc and AdminCc. Still nothing coming through. Is the watcher the guy making the transactions? http://fsck.com/rtfm/article.html?id=5 From mark.a.swayne at xo.com Wed Mar 20 18:58:27 2002 From: mark.a.swayne at xo.com (Swayne, Mark A) Date: Wed, 20 Mar 2002 17:58:27 -0600 Subject: [rt-users] RT Web interface sometimes loses style Message-ID: <45EDA71CFF25D411A2E400508B6FC52A05E66253@orportexch1.internal.nextlink.net> Are you using Mozilla? I have had problems with Mozilla .9.6 - .9.9 not seeing some images and stylesheets properly, if I did not *COMPLETELY* remove the previous version before installing the update. Most recently, moving from .9.8 to .9.9, I had to remove the (I use NT) mozilla directory from the application data directory in my profile (that's an NT profile, mind you). Now that I have I nuked both the Mozilla directory in Program Files and the App Data directory, everything is working as expected. In previous upgrades, I was able to keep the Aplication Data directory without ill effect. Good luck! --Mark -----Original Message----- From: Alexander Dupuy [mailto:dupuy at systemdetection.com] Sent: Wednesday, March 20, 2002 1:52 PM To: rt-users at lists.fsck.com Subject: [rt-users] RT Web interface sometimes loses style We installed RT 2.0.11, and after working out some version conflict glitches between apache and perl everything seems to be working, except that sometimes the stylesheet doesn't seem to "take" and the styles of links etc. revert to defaults. A few hits of the reload button usually cures this, but not permanently. We see this with both Netscape 4.77 and Konqueror 2.1.1 so I don't think this is a browser problem per se. This is a pretty minor cosmetic flaw, but I'm wondering if anyone else has seen anything like it, and if there might be a fix. We have been very pleased with the RT software otherwise; it's really quite good. @alex _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From cpacheco at planninggroup.com Wed Mar 20 19:02:45 2002 From: cpacheco at planninggroup.com (Christen R. Pacheco) Date: Wed, 20 Mar 2002 19:02:45 -0500 Subject: [rt-users] top 25 Tickctets opened.... Message-ID: <8BBF48E7E5112145872F07ABE8CA78362657C4@pgiexch1.HEADQUARTERS.PLANNINGGROUP.NET> Could someone please forward me the add on componets to view the top 25 tickets open... I had it up on my old box and completely forgot that the system was running those add ons and now the box is nolonger around i have seached though my archives and cant find it Thanks chris -------------- next part -------------- An HTML attachment was scrubbed... URL: From wash at wananchi.biz Thu Mar 21 02:02:19 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Thu, 21 Mar 2002 10:02:19 +0300 Subject: [rt-users] top 25 Tickctets opened.... In-Reply-To: <8BBF48E7E5112145872F07ABE8CA78362657C4@pgiexch1.HEADQUARTERS.PLANNINGGROUP.NET> References: <8BBF48E7E5112145872F07ABE8CA78362657C4@pgiexch1.HEADQUARTERS.PLANNINGGROUP.NET> Message-ID: <20020321070219.GA50789@ns2.wananchi.com> * Christen R. Pacheco [20020321 03:15]: wrote: > Could someone please forward me the add on componets to view the top 25 tickets open... > I had it up on my old box and completely forgot that the system was running those add > ons and now the box is nolonger around i have seached though my archives and cant find it > Thanks > chris Hello Chris, Is upgrading an option to you? I run the latest version of RT and I did not have to do anything to see that option. It's just the default. -Wash -- Odhiambo Washington "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 want divine justice, die. -- Nick Seldon From wash at wananchi.biz Thu Mar 21 02:04:37 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Thu, 21 Mar 2002 10:04:37 +0300 Subject: [rt-users] RT Web interface sometimes loses style In-Reply-To: <3C990498.7183E701@sysdetect.com> References: <20020319231554.51FEC25D2@pallas.eruditorum.org> <3C990498.7183E701@sysdetect.com> Message-ID: <20020321070437.GB50789@ns2.wananchi.com> * Alexander Dupuy [20020321 01:06]: wrote: > We installed RT 2.0.11, and after working out some version conflict > glitches between apache and perl everything seems to be working, except > that sometimes the stylesheet doesn't seem to "take" and the styles of > links etc. revert to defaults. A few hits of the reload button usually > cures this, but not permanently. We see this with both Netscape 4.77 and > Konqueror 2.1.1 so I don't think this is a browser problem per se. > > This is a pretty minor cosmetic flaw, but I'm wondering if anyone else > has seen anything like it, and if there might be a fix. We have been > very pleased with the RT software otherwise; it's really quite good. > I haven't run those two apps but I can report that Mozilla-0.9.8 had issues when you submit a resolve. I upgraded to 0.9.9 and the issue is gone. Try Mozilla ;) -Wash -- Odhiambo Washington "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! :-) ++ Advice to young men: Be ascetic, and if you can't be ascetic, then at least be asceptic. From denis at imsltd.com Thu Mar 21 05:35:23 2002 From: denis at imsltd.com (Denis Croombs) Date: Thu, 21 Mar 2002 10:35:23 -0000 Subject: [rt-users] Problems installing on a RedHat 7.2 system, Message-ID: <004101c1d0c4$1c0101c0$b41bcac2@denisy2k.imsltd.com> Hi, I have been trying to get Request Tracker installed on a number of 7.2 systems over the last few weeks. I have got much further after installing Apache & mod-perl (this Apache now works OK) from scratch as per the RT manual, but when I try to install the perl modules by hand the following will not install:- Apache-Session-1.53.tar.gz Getopt-Long-2.24.tar.gz MLDBM-2.00.tar.gz HTML-Maso-1.02.tar.gz I have the full error messages but do not want to make this posting, a book so can send them to anyone who may be able to assist. I have also tried using the make fixdeps, but again that fails, I also have these errors, but if you can assist, please let me know what info you want from me I will send it (on or off list) Many thanks Denis Croombs From Michael.Blk at freezone.co.uk Thu Mar 21 07:22:54 2002 From: Michael.Blk at freezone.co.uk (Michael Bielicki) Date: 21 Mar 2002 12:22:54 +0000 Subject: [rt-users] CONTRIB: MyQueues In-Reply-To: <1016644602.9470.231.camel@wug.selequa.com> References: <1013113796.23150.42.camel@labyrinth.wildbrain.com> <200203201216.g2KCGQY05183@pegasus.dmz.softwired.ch> <20020320145135.GK14038@ns2.wananchi.com> <200203201520.g2KFK9Y15892@pegasus.dmz.softwired.ch> <1016640618.9488.150.camel@wug.selequa.com> <1016643386.27411.32.camel@misio> <1016644602.9470.231.camel@wug.selequa.com> Message-ID: <1016713374.687.3.camel@misio> It does :) and fast BTW, to all postgresql users on the list: use postgresql 7.2 bump up ur shared memory to at least 512MB run vaccum analyze full every 15 - 20 minutes (sic!) and you will see an extreme speed increase btw ... fastcgi is faster on my site than modperl by a factor of 3 ... On Wed, 2002-03-20 at 17:16, Jim Meyer wrote: > On Wed, 2002-03-20 at 08:56, Michael Bielicki wrote: > > will that stuff work also if u run rt with fastcgi ? mod_perl does not > > really work with our ibm httpdserver but the httpdserver is much faaster > > than stock apache ... > > Honestly, I don't know as I've never had IBM's httpdserver to play with. > The best I can tell you is that if the stock RT start page works, this > should work, too. > > Cheers! > > --j > > > On Wed, 2002-03-20 at 16:10, Jim Meyer wrote: > > > Hello! > > > > > > On Wed, 2002-03-20 at 07:20, Andreas Kruthoff wrote: > > > > Search the archives, it was hacked by Jim Meyer, February: > > > > http://lists.fsck.com/pipermail/rt-users/2002-February/006571.html > > > > Perhaps Jesse can put it to the contributed stuff... > > > > > > That's my bad, actually. I need to bundle it into a tarball with a > > > README and forward it to Jesse. It's on my list of things to do, but I'm > > > swamped at present and haven't made time for it. > > > > > > Hopefully I can nail it down this week or next. > > > > > > Cheers! > > > > > > --j > > > -- > > > Jim Meyer, Geek At Large purp at wildbrain.com > > > > > > > > > _______________________________________________ > > > rt-users mailing list > > > rt-users at lists.fsck.com > > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > > > -- > Jim Meyer, Geek At Large purp at wildbrain.com > > -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 232 bytes Desc: This is a digitally signed message part URL: From mapopa at reea.net Thu Mar 21 16:46:09 2002 From: mapopa at reea.net (marius popa) Date: Thu, 21 Mar 2002 16:46:09 -0500 Subject: [rt-users] All ok but ... Message-ID: <20020321164609.4483ad26.mapopa@reea.net> when i try to create a ticket from email interface i have the next error: No permission to create tickets in the queue ''. The web interface is working,the CLI also only the email is the problem :( From bortzmeyer at netaktiv.com Thu Mar 21 10:06:15 2002 From: bortzmeyer at netaktiv.com (Stephane Bortzmeyer) Date: Thu, 21 Mar 2002 16:06:15 +0100 Subject: [rt-users] Stats Package Installation In-Reply-To: <20020320145440.GL14038@ns2.wananchi.com> References: <20020320145440.GL14038@ns2.wananchi.com> Message-ID: <20020321150615.GA7092@staff.netaktiv.com> On Wed, Mar 20, 2002 at 05:54:40PM +0300, Odhiambo Washington wrote a message of 33 lines which said: > I see there is a stats package by one nice guy here but I can't find > a HOWTO on integrating it into my installation. > > http://users.ox.ac.uk/~simon/stats.tar.gz Copying the Statistics directory to ${RT}/WebRT/html where RT is where you installed RT should be sufficient. Although you're right that an HOWTO could be useful (for things like graphics which does not work here). From mikael.gunnarsson at ports.se Thu Mar 21 10:25:44 2002 From: mikael.gunnarsson at ports.se (Mikael Gunnarsson) Date: Thu, 21 Mar 2002 16:25:44 +0100 Subject: [rt-users] All ok but ... In-Reply-To: <20020321164609.4483ad26.mapopa@reea.net> Message-ID: That's simply because an anonymous requestor doesn't have permission to create tickets. I'm not sure if there's a better way to do it, but I simply gave 'Everyone' CreateTicket permission on the queue.. M > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of marius popa > Sent: Thursday, March 21, 2002 10:46 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] All ok but ... > > > when i try to create a ticket from email interface i have > the next error: > > No permission to create tickets in the queue ''. > > The web interface is working,the CLI also > only the email is the problem :( > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From khera at kcilink.com Thu Mar 21 10:54:41 2002 From: khera at kcilink.com (Vivek Khera) Date: Thu, 21 Mar 2002 10:54:41 -0500 Subject: [rt-users] RT Web interface sometimes loses style In-Reply-To: <3C990498.7183E701@sysdetect.com> References: <20020319231554.51FEC25D2@pallas.eruditorum.org> <3C990498.7183E701@sysdetect.com> Message-ID: <15514.577.96028.219185@onceler.kciLink.com> >>>>> "AD" == Alexander Dupuy writes: AD> We installed RT 2.0.11, and after working out some version conflict AD> glitches between apache and perl everything seems to be working, except AD> that sometimes the stylesheet doesn't seem to "take" and the styles of Check for core dumps or other errors in your apache log file when this happens. From mapopa at reea.net Thu Mar 21 17:53:38 2002 From: mapopa at reea.net (marius popa) Date: Thu, 21 Mar 2002 17:53:38 -0500 Subject: [rt-users] All ok but ... In-Reply-To: References: <20020321164609.4483ad26.mapopa@reea.net> Message-ID: <20020321175338.3111f559.mapopa@reea.net> i did this but how to write the subject part (queue name ).What is the format/tag ? On Thu, 21 Mar 2002 16:25:44 +0100 "Mikael Gunnarsson" wrote: > > That's simply because an anonymous requestor doesn't have permission to > create tickets. I'm not sure if there's a better way to do it, but I simply > gave 'Everyone' CreateTicket permission on the queue.. > > M > > > -----Original Message----- > > From: rt-users-admin at lists.fsck.com > > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of marius popa > > Sent: Thursday, March 21, 2002 10:46 PM > > To: rt-users at lists.fsck.com > > Subject: [rt-users] All ok but ... > > > > > > when i try to create a ticket from email interface i have > > the next error: > > > > No permission to create tickets in the queue ''. > > > > The web interface is working,the CLI also > > only the email is the problem :( > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users From smylers at gbdirect.co.uk Thu Mar 21 11:08:25 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Thu, 21 Mar 2002 16:08:25 +0000 (GMT) Subject: [rt-users] All ok but ... In-Reply-To: <20020321175338.3111f559.mapopa@reea.net> Message-ID: marius popa wrote: > i did this but how to write the subject part (queue name ).What is the > format/tag ? Have a separate e-mail alias for each queue, then the mail for that address gets piped into rt-mailgate with the queue specified with --queue. It doesn't matter what the subject is (other than that it shouldn't have your ticket identifier tag in there if you're trying to create a new ticket). Smylers -- GBdirect http://www.gbdirect.co.uk/ From sebastian at flothow.de Thu Mar 21 11:05:24 2002 From: sebastian at flothow.de (Sebastian Flothow) Date: Thu, 21 Mar 2002 17:05:24 +0100 Subject: [rt-users] Problems installing on a RedHat 7.2 system, In-Reply-To: <004101c1d0c4$1c0101c0$b41bcac2@denisy2k.imsltd.com> References: <004101c1d0c4$1c0101c0$b41bcac2@denisy2k.imsltd.com> Message-ID: At 10:35 Uhr +0000 21.3.2002, Denis Croombs wrote: >[...] when I try to install the perl modules by hand the following >will not install:- >Apache-Session-1.53.tar.gz >Getopt-Long-2.24.tar.gz >MLDBM-2.00.tar.gz >HTML-Maso-1.02.tar.gz I had trouble installing some modules as well, but I don't remember which ones. Anyway, on my box the reason were failing tests so the CPAN module wouldn't install them. When I found no reasons for the tests to fail, I just did "force install " in the CPAN shell and it works fine since, so you might just try that as well. -- Sebastian Flothow sebastian at flothow.de #include From khera at kcilink.com Thu Mar 21 11:33:42 2002 From: khera at kcilink.com (Vivek Khera) Date: Thu, 21 Mar 2002 11:33:42 -0500 Subject: [rt-users] CONTRIB: MyQueues In-Reply-To: <1016713374.687.3.camel@misio> References: <1013113796.23150.42.camel@labyrinth.wildbrain.com> <200203201216.g2KCGQY05183@pegasus.dmz.softwired.ch> <20020320145135.GK14038@ns2.wananchi.com> <200203201520.g2KFK9Y15892@pegasus.dmz.softwired.ch> <1016640618.9488.150.camel@wug.selequa.com> <1016643386.27411.32.camel@misio> <1016644602.9470.231.camel@wug.selequa.com> <1016713374.687.3.camel@misio> Message-ID: <15514.2918.516468.12145@onceler.kciLink.com> >>>>> "MB" == Michael Bielicki writes: MB> BTW, to all postgresql users on the list: MB> use postgresql 7.2 Definitely. MB> bump up ur shared memory to at least 512MB Depends on how much RAM you have. If you're swapping your SHM segments, it makes little sense -- just let postgres fetch the data from the disk itself. If you can, tell your OS to make the SHM segments hard-wired physical pages to eliminate the virtual memory overhead (FreeBSD can do this). MB> run vaccum analyze full every 15 - 20 minutes (sic!) No need for "full" vacuum anymore. RT never deletes rows, so you don't need to compact your tables to recover space from the deleted rows. Any spaces left by updated rows will be reused after a plain vacuum. Once your DB is big enough, you don't even need to run analyze more than once per day or so. The statistics are just used by the query planner to decide how to use indexes. MB> and you will see an extreme speed increase MB> btw ... fastcgi is faster on my site than modperl by a factor of 3 ... Maybe because you're sucking all of your RAM for your database... or you're running too many apps lumped into your apache. I have a dedicated instance of apache for RT and it is incredibly fast, even running under SSL. With FastCGI, you just isolate the memory usage for RT to those processes anyway, so the effect is the same as a seperate mod_perl-apache instance. From mapopa at reea.net Thu Mar 21 18:41:50 2002 From: mapopa at reea.net (marius popa) Date: Thu, 21 Mar 2002 18:41:50 -0500 Subject: [rt-users] All ok but ... In-Reply-To: References: <20020321175338.3111f559.mapopa@reea.net> Message-ID: <20020321184150.6645d31c.mapopa@reea.net> It Works thanks :) in the aliases was a wrong queue ("support"- not created) On Thu, 21 Mar 2002 16:08:25 +0000 (GMT) Smylers wrote: > marius popa wrote: > > > i did this but how to write the subject part (queue name ).What is the > > format/tag ? > > Have a separate e-mail alias for each queue, then the mail for that > address gets piped into rt-mailgate with the queue specified with --queue. > > It doesn't matter what the subject is (other than that it shouldn't have > your ticket identifier tag in there if you're trying to create a new > ticket). > > Smylers > -- > GBdirect > http://www.gbdirect.co.uk/ > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users From jason at englanders.cc Thu Mar 21 12:17:26 2002 From: jason at englanders.cc (Jason Englander) Date: Thu, 21 Mar 2002 12:17:26 -0500 (EST) Subject: [rt-users] Stats Package Installation In-Reply-To: <20020321150615.GA7092@staff.netaktiv.com> Message-ID: On Thu, 21 Mar 2002, Stephane Bortzmeyer wrote: > Copying the Statistics directory to ${RT}/WebRT/html where RT is where > you installed RT should be sufficient. Although you're right that an > HOWTO could be useful (for things like graphics which does not work > here). Simon, What/where is 'chart', referenced by $url? CallsMultiqueue.html:% my $url = 'https://rt.oucs.ox.ac.uk/chart?type=lines&x_labels=['; CallsQueueDay.html:% my $url = $RT::WebURL.'/chart?type=lines&x_labels=['; DayOfWeek.html:% my $url = $RT::WebURL.'/chart?type=bars&x_labels=['; Resolution.html:% my $url = $RT::WebURL.'/chart?type=lines&x_labels=['; TimeToResolve.html:% my $url = $RT::WebURL.'/chart?type=points&x_labels=['; #1 returns a 0x0 image. There was no 'chart' in the tarball, so of course the rest don't do anything. Jason From rt at netthink.co.uk Thu Mar 21 12:29:34 2002 From: rt at netthink.co.uk (Simon Cozens) Date: Thu, 21 Mar 2002 17:29:34 +0000 Subject: [rt-users] Stats Package Installation In-Reply-To: References: <20020321150615.GA7092@staff.netaktiv.com> Message-ID: <20020321172934.GA20779@netthink.co.uk> Jason Englander: > What/where is 'chart', referenced by $url? It's the handler you install when you install Apache::GD::Graph. I've had a load of email asking me how to install Apache::GD::Graph, which is really depressing since this is a third-party module that I didn't write, don't maintain, and has nothing to do with the statistics package other than the fact that the statistics thing makes use of it. -- "There is no statute of limitations on stupidity." -- Randomly produced by a computer program called Markov3. From Michael.Thompson at s3group.com Thu Mar 21 12:39:27 2002 From: Michael.Thompson at s3group.com (Michael Thompson) Date: Thu, 21 Mar 2002 17:39:27 +0000 Subject: [rt-users] Stats Package Installation References: <20020321150615.GA7092@staff.netaktiv.com> <20020321172934.GA20779@netthink.co.uk> Message-ID: <3C9A1ACF.1070801@s3group.com> You need somethin like this in your httpd.conf so urls that point to /chart will be handled by Apache::GD::Graph PerlFreshRestart On PerlModule Apache::DBI PerlRequire /usr/local/rt/2.0.11/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler +Apache::GD::Graph Simon Cozens wrote: > Jason Englander: > >>What/where is 'chart', referenced by $url? > > > It's the handler you install when you install Apache::GD::Graph. I've > had a load of email asking me how to install Apache::GD::Graph, which > is really depressing since this is a third-party module that I didn't > write, don't maintain, and has nothing to do with the statistics package > other than the fact that the statistics thing makes use of it. > -- Michael Thompson +353 1 291 1710 RF IC Design Engineer +353 1 676 3199 Silicon & Software Systems From marc at precipice.org Thu Mar 21 13:19:10 2002 From: marc at precipice.org (Marc Hedlund) Date: Thu, 21 Mar 2002 10:19:10 -0800 (PST) Subject: [rt-users] Stats Package Installation In-Reply-To: <3C9A1ACF.1070801@s3group.com> Message-ID: And I believe (though someone please correct me if I'm wrong) that you'll need to be using mod_perl (rather than fastcgi) to use Apache::GD::Graph (or most/any of the Apache::* modules, right?). Marc Hedlund e: marc at precipice dot org On Thu, 21 Mar 2002, Michael Thompson wrote: > You need somethin like this in your httpd.conf so urls that point to > /chart will be handled by Apache::GD::Graph > > PerlFreshRestart On > > PerlModule Apache::DBI > PerlRequire /usr/local/rt/2.0.11/bin/webmux.pl > SetHandler perl-script > PerlHandler RT::Mason > > > SetHandler perl-script > PerlHandler +Apache::GD::Graph > > > > Simon Cozens wrote: > > Jason Englander: > > > >>What/where is 'chart', referenced by $url? > > > > > > It's the handler you install when you install Apache::GD::Graph. I've > > had a load of email asking me how to install Apache::GD::Graph, which > > is really depressing since this is a third-party module that I didn't > > write, don't maintain, and has nothing to do with the statistics package > > other than the fact that the statistics thing makes use of it. > > > > > -- > Michael Thompson +353 1 291 1710 > RF IC Design Engineer +353 1 676 3199 > Silicon & Software Systems > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From rspier at pobox.com Thu Mar 21 13:21:41 2002 From: rspier at pobox.com (Robert Spier) Date: Thu, 21 Mar 2002 10:21:41 -0800 Subject: [rt-users] ANNOUNCE: StockAnswers 0.2 for RT2 Message-ID: <15514.9397.81430.789237@rls.cx> Announcing StockAnswers 0.2 StockAnswers for RT is a very simple way to allow your users to insert "Stock Answers" (or templates, or canned responses, or prewritten verbiage) into their correspondence. This might be useful for a helpdesk type RequestTracker setup where you have common questions and answers, and don't feel like typing them, or cutting and pasting. It requires JavaScript to function. The stock answers are by default just text files, but it's easy to extend this so the answers can come from anywhere. You can download it at... http://www.fsck.com/pub/rt/contrib/2.0/RT-StockAnswers-0.2.tar.gz.README http://www.fsck.com/pub/rt/contrib/2.0/RT-StockAnswers-0.2.tar.gz Changes from 0.1 include a few bug fixes and a select box/pulldown instead of the popup page to select tickets. (thanks to Byron Ellacott) From jesse at bestpractical.com Thu Mar 21 13:28:43 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 21 Mar 2002 13:28:43 -0500 Subject: [rt-users] [rt-announce] ANNOUNCE: StockAnswers 0.2 for RT2 In-Reply-To: <15514.9397.81430.789237@rls.cx>; from rspier@pobox.com on Thu, Mar 21, 2002 at 10:21:41AM -0800 References: <15514.9397.81430.789237@rls.cx> Message-ID: <20020321132843.M18469@fsck.com> On Thu, Mar 21, 2002 at 10:21:41AM -0800, Robert Spier wrote: > > Announcing StockAnswers 0.2 > > StockAnswers for RT is a very simple way to allow your users to insert > "Stock Answers" (or templates, or canned responses, or prewritten > verbiage) into their correspondence. This might be useful for a > helpdesk type RequestTracker setup where you have common questions and > answers, and don't feel like typing them, or cutting and pasting. > > It requires JavaScript to function. > > The stock answers are by default just text files, but it's easy to > extend this so the answers can come from anywhere. > > You can download it at... > http://www.fsck.com/pub/rt/contrib/2.0/RT-StockAnswers-0.2.tar.gz.README > http://www.fsck.com/pub/rt/contrib/2.0/RT-StockAnswers-0.2.tar.gz > > Changes from 0.1 include a few bug fixes and a select box/pulldown > instead of the popup page to select tickets. (thanks to Byron > Ellacott) -- http://www.bestpractical.com/products/rt -- Trouble Ticketing. Free. _______________________________________________ rt-announce mailing list rt-announce at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-announce From jason at englanders.cc Thu Mar 21 13:32:56 2002 From: jason at englanders.cc (Jason Englander) Date: Thu, 21 Mar 2002 13:32:56 -0500 (EST) Subject: [rt-users] Stats Package Installation In-Reply-To: <20020321172934.GA20779@netthink.co.uk> Message-ID: On Thu, 21 Mar 2002, Simon Cozens wrote: > It's the handler you install when you install Apache::GD::Graph. I've Sorry for the bother. I did it the lazy CPAN way and didn't RTFM. Thanks, Jason From jmottishaw at voyus.com Thu Mar 21 12:59:10 2002 From: jmottishaw at voyus.com (Jeff Mottishaw) Date: Thu, 21 Mar 2002 09:59:10 -0800 Subject: [rt-users] Stats Package Installation Message-ID: <22A8D10172BFD41195B700D0B765C3F002C16CEE@vcsvanntex0> Still tho in the howto (or lack of howto) it doesnt mention that you have to install Apache::GD::Graph.. it just referenced /chart which doesnt mean a heck of a lot to a lot of people, and they (me included) wonder why their charts are just broken images. basically you can just install it (from cpan for instance) then use perldoc Apache::GD::Graph to read the configuration to add to your httpd.conf just a note tho.. in all the html files (contained in stats.tar.gz) you may have to edit the line from % my $url = $RT::WebURL.'/chart?type=points&x_labels=['; to be % my $url = '/chart?type=points&x_labels=['; if you dont modify the config that you get from perldoc Apache::GD::Graph -----Original Message----- From: Simon Cozens [mailto:rt at netthink.co.uk] Sent: Thursday, March 21, 2002 9:30 AM To: rt-users at lists.fsck.com Subject: Re: [rt-users] Stats Package Installation Jason Englander: > What/where is 'chart', referenced by $url? It's the handler you install when you install Apache::GD::Graph. I've had a load of email asking me how to install Apache::GD::Graph, which is really depressing since this is a third-party module that I didn't write, don't maintain, and has nothing to do with the statistics package other than the fact that the statistics thing makes use of it. -- "There is no statute of limitations on stupidity." -- Randomly produced by a computer program called Markov3. _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users -------------- next part -------------- An HTML attachment was scrubbed... URL: From KFerguso at chi.navtech.com Thu Mar 21 14:44:46 2002 From: KFerguso at chi.navtech.com (Ferguson, Kevin) Date: Thu, 21 Mar 2002 13:44:46 -0600 Subject: [rt-users] Stats Package Installation Message-ID: <91468650040FD411A51100104B63E23102E28108@postman.chi.navtech.com> The original announcement, http://lists.fsck.com/pipermail/rt-users/2002-February/006825.html and the majority of the original thread mentioned the requirement for Apache::GD::Graph and attendent problems/workarounds/solutions. -----Original Message----- From: Jeff Mottishaw [mailto:jmottishaw at voyus.com] Sent: Thursday, March 21, 2002 11:59 AM To: 'Simon Cozens'; rt-users at lists.fsck.com Subject: RE: [rt-users] Stats Package Installation Still tho in the howto (or lack of howto) it doesnt mention that you have to install Apache::GD::Graph.. it just referenced /chart which doesnt mean a heck of a lot to a lot of people, and they (me included) wonder why their charts are just broken images. basically you can just install it (from cpan for instance) then use perldoc Apache::GD::Graph to read the configuration to add to your httpd.conf just a note tho.. in all the html files (contained in stats.tar.gz) you may have to edit the line from % my $url = $RT::WebURL.'/chart?type=points&x_labels=['; to be % my $url = '/chart?type=points&x_labels=['; if you dont modify the config that you get from perldoc Apache::GD::Graph -----Original Message----- From: Simon Cozens [ mailto:rt at netthink.co.uk ] Sent: Thursday, March 21, 2002 9:30 AM To: rt-users at lists.fsck.com Subject: Re: [rt-users] Stats Package Installation Jason Englander: > What/where is 'chart', referenced by $url? It's the handler you install when you install Apache::GD::Graph. I've had a load of email asking me how to install Apache::GD::Graph, which is really depressing since this is a third-party module that I didn't write, don't maintain, and has nothing to do with the statistics package other than the fact that the statistics thing makes use of it. -- "There is no statute of limitations on stupidity." -- Randomly produced by a computer program called Markov3. _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From oli at isnic.is Thu Mar 21 14:52:25 2002 From: oli at isnic.is (Olafur Osvaldsson) Date: Thu, 21 Mar 2002 19:52:25 +0000 Subject: [rt-users] Stats Package Installation In-Reply-To: <22A8D10172BFD41195B700D0B765C3F002C16CEE@vcsvanntex0>; from jmottishaw@voyus.com on Thu, Mar 21, 2002 at 09:59:10AM -0800 References: <22A8D10172BFD41195B700D0B765C3F002C16CEE@vcsvanntex0> Message-ID: <20020321195225.G25866@isnic.is> FYI. There is a hardcoded url in Statistics/CallsMultiqueue.html wich gets its graph from https://rt.oucs.ox.ac.uk/chart /Oli On Thu, 21 Mar 2002, Jeff Mottishaw wrote: > Still tho in the howto (or lack of howto) it doesnt mention that you have to > install Apache::GD::Graph.. it just referenced /chart which doesnt mean a > heck of a lot to a lot of people, and they (me included) wonder why their > charts are just broken images. basically you can just install it (from cpan > for instance) then use perldoc Apache::GD::Graph to read the configuration > to add to your httpd.conf > > just a note tho.. in all the html files (contained in stats.tar.gz) you may > have to edit the > line from > > % my $url = $RT::WebURL.'/chart?type=points&x_labels=['; > > to be > > % my $url = '/chart?type=points&x_labels=['; > > if you dont modify the config that you get from perldoc Apache::GD::Graph > > -----Original Message----- > From: Simon Cozens [mailto:rt at netthink.co.uk] > Sent: Thursday, March 21, 2002 9:30 AM > To: rt-users at lists.fsck.com > Subject: Re: [rt-users] Stats Package Installation > > > Jason Englander: > > What/where is 'chart', referenced by $url? > > It's the handler you install when you install Apache::GD::Graph. I've > had a load of email asking me how to install Apache::GD::Graph, which > is really depressing since this is a third-party module that I didn't > write, don't maintain, and has nothing to do with the statistics package > other than the fact that the statistics thing makes use of it. > > -- > "There is no statute of limitations on stupidity." > -- Randomly produced by a computer program called Markov3. > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -- Olafur Osvaldsson Systems Administrator Internet a Islandi hf. Tel: +354 525-5291 Email: oli at isnic.is From derek-lists at foreshore.net Thu Mar 21 16:14:21 2002 From: derek-lists at foreshore.net (Derek Fage (lists account)) Date: Thu, 21 Mar 2002 21:14:21 +0000 Subject: [rt-users] Search fields in Web UI In-Reply-To: <013a01c1c59c$9c0ea4e0$0b16160a@Desktop> Message-ID: <21142112301876@mx1.foreshore.net> Hi there, I'm running RT 2.0.7 and want to know if it's possible to search for tickets based on the "Worked" field (minutes worked) using the standard Web UI (or if it's in a later release). Thanks, Derek... From darren at ieworks.net Thu Mar 21 16:44:54 2002 From: darren at ieworks.net (Darren Ellis) Date: 21 Mar 2002 16:44:54 -0500 Subject: [rt-users] Newbie Help Message-ID: <1016747094.1261.14.camel@camelot.ieworks.net> Hi. I've installed RT 2.0.12 on a RedHat 7.2 system with QMail. I have created queue called "api" It's addresses are api and api-comment. Whenever I send a request to api at myserver.com, I get: corespond aliases require a TicketId to work on Test #15 The Everyone group has Create, Reply, Command and See permissions on the api queue. I have somewhere missed something in the documentation as I have everything else in RT working as expected. Could some kind person send me a clue? Thanks in advance. Darren Ellis From pdh at snapgear.com Thu Mar 21 17:03:17 2002 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 22 Mar 2002 08:03:17 +1000 Subject: [rt-users] Newbie Help In-Reply-To: <1016747094.1261.14.camel@camelot.ieworks.net> References: <1016747094.1261.14.camel@camelot.ieworks.net> Message-ID: <20020321220317.GI16905@luggage> Darren Ellis wrote: > I've installed RT 2.0.12 on a RedHat 7.2 system with QMail. I have > created queue called "api" It's addresses are api and api-comment. > Whenever I send a request to api at myserver.com, I get: > > corespond aliases require a TicketId to work on You've pointed the "api" alias at an "--action comment" command instead of "--action correspond". From matt at iseek.com.au Thu Mar 21 18:24:49 2002 From: matt at iseek.com.au (matt carter) Date: Fri, 22 Mar 2002 09:24:49 +1000 (EST) Subject: [rt-users] Stats Package Installation In-Reply-To: <20020321150615.GA7092@staff.netaktiv.com> Message-ID: did any screenshots ever come out of these discussions? if anyone has any, or has the stats package installed and can take a few, i (and others) would be muchly appreciative. --matt From wash at wananchi.biz Fri Mar 22 02:30:17 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Fri, 22 Mar 2002 10:30:17 +0300 Subject: [rt-users] Stats Package Installation In-Reply-To: <91468650040FD411A51100104B63E23102E28108@postman.chi.navtech.com> References: <91468650040FD411A51100104B63E23102E28108@postman.chi.navtech.com> Message-ID: <20020322073017.GC84094@ns2.wananchi.com> * Ferguson, Kevin [20020321 22:56]: wrote: > The original announcement, > > http://lists.fsck.com/pipermail/rt-users/2002-February/006825.html > > > and the majority of the original thread mentioned the requirement > for Apache::GD::Graph and attendent problems/workarounds/solutions. I can't get this Apache::GD::Graph to install on FreeBSD-4.5. Do you have any ideas (known issues) with it currently?? -Wash -- Odhiambo Washington "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! :-) ++ "I don't have any solution but I certainly admire the problem." -- Ashleigh Brilliant From Rehan at nha.co.za Fri Mar 22 02:51:28 2002 From: Rehan at nha.co.za (Rehan van der Merwe) Date: Fri, 22 Mar 2002 09:51:28 +0200 Subject: [rt-users] mailer error Message-ID: Hi, Just upgraded to rt-2.0.12. I get the following returned mail when logging a call - can someone please shed some light on this. The upgrade seemed seamless, and sometimes the tickets create correctly, but mostly not. <-- snip --> "|/opt/rt2/bin/rt-mailgate --queue support --action correspond" (reason: 2) (expanded from: ) ----- Transcript of session follows ----- Can't locate config.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib /usr/local/lib/perl5/5.6.1/i686-linux /usr/local/lib/perl5/5.6.1 /usr/local/lib/perl5/site_perl/5.6.1/i686-linux /usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl .) at /opt/rt2/lib/RT/Interface/Email.pm line 107. BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Interface/Email.pm line 107. Compilation failed in require at /etc/smrsh/rt-mailgate line 30. BEGIN failed--compilation aborted at /etc/smrsh/rt-mailgate line 30. 554 5.3.0 "|/opt/rt2/bin/rt-mailgate --queue support --action correspond"... unknown mailer error 2 <-- /snip --> Thanks, Rehan van der Merwe Neil Harvey & Associates (Pty) Ltd http://www.nha.co.za rehan at nha.co.za Tel: +27 21 6709237 Fax: +27 21 6709337 From t.amsler at jnetsystems.com Fri Mar 22 03:02:59 2002 From: t.amsler at jnetsystems.com (Thomas Amsler) Date: Fri, 22 Mar 2002 09:02:59 +0100 Subject: [rt-users] Searching Criterias OR/AND joined? Message-ID: <90CBC4536ECFD047AF77392752A3F4590233FB@jnet-nt01.jnetsystems.com> Is there a way to specify whether my refined search criterias are "AND", "OR", "OUTER" "INNER" etc. joined? I've found out that withing standard parameters it is "OR", but withing keywords it's "AND". Different queues are "OR" but narrowing 2 queues with one of their local keywords is "INNER JOINED" (somehow) which never brings any result. Is there a way to add an "Join" parameter in the search dialog? Can I change it somewhere in the code? Thomas From Rehan at nha.co.za Fri Mar 22 03:03:08 2002 From: Rehan at nha.co.za (Rehan van der Merwe) Date: Fri, 22 Mar 2002 10:03:08 +0200 Subject: [rt-users] mailer error Message-ID: Please ignore my previous mail. Sorry - did not check previous mails in the list before posting - This seems to be solved in the "[rt-users] Mail Gate Problem - Aliases" thread. Thanks, Rehan -----Original Message----- From: Rehan van der Merwe [mailto:Rehan at nha.co.za] Sent: Friday, March 22, 2002 9:51 AM To: Rt-Users (E-mail) Subject: [rt-users] mailer error Hi, Just upgraded to rt-2.0.12. I get the following returned mail when logging a call - can someone please shed some light on this. The upgrade seemed seamless, and sometimes the tickets create correctly, but mostly not. <-- snip --> "|/opt/rt2/bin/rt-mailgate --queue support --action correspond" (reason: 2) (expanded from: ) ----- Transcript of session follows ----- Can't locate config.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib /usr/local/lib/perl5/5.6.1/i686-linux /usr/local/lib/perl5/5.6.1 /usr/local/lib/perl5/site_perl/5.6.1/i686-linux /usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl .) at /opt/rt2/lib/RT/Interface/Email.pm line 107. BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Interface/Email.pm line 107. Compilation failed in require at /etc/smrsh/rt-mailgate line 30. BEGIN failed--compilation aborted at /etc/smrsh/rt-mailgate line 30. 554 5.3.0 "|/opt/rt2/bin/rt-mailgate --queue support --action correspond"... unknown mailer error 2 <-- /snip --> Thanks, Rehan van der Merwe Neil Harvey & Associates (Pty) Ltd http://www.nha.co.za rehan at nha.co.za Tel: +27 21 6709237 Fax: +27 21 6709337 _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From smylers at gbdirect.co.uk Fri Mar 22 05:01:46 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Fri, 22 Mar 2002 10:01:46 +0000 (GMT) Subject: [rt-users] Customization Advice In-Reply-To: <20020306173333.GH26088@boston.com> Message-ID: Apologies for the delay in responding to the advice offered a few weeks' ago -- for some reason my boss seems to prefer me going out and earning money rather than configuring our internal systems, and I've only just got round to looking at this again. On Mar 6 darren chamberlain wrote: > Quoting Smylers [Mar 06, 2002 12:26]: > > > * ... when an e-mail response is sent to a new ticket it > > automatically becomes open and owned by the responder. > > Take a look at . Ta. That's looks like something I could use as basis for what I suspect we want. > > One of the things we do is write and maintain various documents, and > > I'd like to use RT for tracking document issues and enhancements > > internally. > > If you do this, and use CVS to manage your documents, you should > look into the CVS commit handler at > . Yeah, that looks nice. I fear that we won't actually be disciplined to make use of it. I think with that and my 'auto-own' idea above, we'll initially run without them. Then we'll see which repetative tasks are irritating people and automate those. > > 3 A printer-friendly tab with just all the information, so that > > printing just that page gives a hard copy of absolutely > > everything known about that ticket. This should include contact > > information for all requestors > > No comment other than that I like this idea a lot. If I get something that works and doesn't appear to be of use only to us, I'll make it available somewhere. > It look like you have a lot of fun ahead. Good luck! Cheers. Smylers -- GBdirect http://www.gbdirect.co.uk/ From oli at isnic.is Fri Mar 22 05:02:58 2002 From: oli at isnic.is (Olafur Osvaldsson) Date: Fri, 22 Mar 2002 10:02:58 +0000 Subject: [rt-users] Stats Package Installation In-Reply-To: <20020322073017.GC84094@ns2.wananchi.com>; from wash@wananchi.biz on Fri, Mar 22, 2002 at 10:30:17AM +0300 References: <91468650040FD411A51100104B63E23102E28108@postman.chi.navtech.com> <20020322073017.GC84094@ns2.wananchi.com> Message-ID: <20020322100258.G20936@isnic.is> Hi, I installed what was in the ports first: /usr/ports/graphics/p5-GD /usr/ports/graphics/p5-GD-Graph /usr/ports/graphics/p5-GD-TextUtil /usr/ports/graphics/p5-File-Cache And after that the Apache::GD::Graph compiled and installed fine on my 4.5 box. /Oli On Fri, 22 Mar 2002, Odhiambo Washington wrote: > * Ferguson, Kevin [20020321 22:56]: wrote: > > The original announcement, > > > > http://lists.fsck.com/pipermail/rt-users/2002-February/006825.html > > > > > > and the majority of the original thread mentioned the requirement > > for Apache::GD::Graph and attendent problems/workarounds/solutions. > > > I can't get this Apache::GD::Graph to install on FreeBSD-4.5. Do you have > any ideas (known issues) with it currently?? > > > -Wash > > -- > Odhiambo Washington "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! :-) > > ++ > "I don't have any solution but I certainly admire the problem." > -- Ashleigh Brilliant > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -- Olafur Osvaldsson Systems Administrator Internet a Islandi hf. Tel: +354 525-5291 Email: oli at isnic.is From bortzmeyer at netaktiv.com Fri Mar 22 05:18:05 2002 From: bortzmeyer at netaktiv.com (Stephane Bortzmeyer) Date: Fri, 22 Mar 2002 11:18:05 +0100 Subject: [rt-users] Writing my program to access RT: directly query the DBMS? Message-ID: <20020322101805.GB26263@staff.netaktiv.com> I'm trying to write programs which access the RT database (such as a daily program to mail staff members "Hi, this is the RT reminder, here are the most important tickets you own for today:") I can easily write a Python script which will issue SQL requests such as: SELECT Tickets.id,Tickets.subject,Tickets.created,Tickets.priority FROM Tickets,Users WHERE Users.Name = 'USERNAME' AND Users.id=Tickets.owner AND (status='open' or status='new') ORDER BY priority DESC, Tickets.created ASC LIMIT 10; But I wonder if it is the better way and if I should not instead, use RT packages (to get the DBMS config, get DBMS independance, etc). But I do not find, in a way to do so (I do not want to write a Scrip, my program will run outside of RT). From smylers at gbdirect.co.uk Fri Mar 22 05:33:16 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Fri, 22 Mar 2002 10:33:16 +0000 (GMT) Subject: [rt-users] Customization Advice In-Reply-To: Message-ID: On Mar 7 Bruce Campbell wrote: > On Wed, 6 Mar 2002, Smylers wrote: > > > * All the default scrip actions result in some sort of e-mail being > > sent. Presumably it's possible to have other sorts of actions? > > Quite literally, you can do anything in a ScripAction. You can do > anything to merging tickets to commanding a coffee machine to brew a fresh > pot when certain content is matched. Excellent. We often have a problem with coffee-making round here -- maybe we should implement something which automatically assigns coffee-making to the member of staff with the fewest other tickets pending or something, repeated a few times a day ... > > * I've found the table in the database where scrip actions are listed. > > Presumably to add in new ones I just add a row here with the obvious > > fields? > > Most of the contributed ScripConditions/ScripActions are supplied with an > 'insert' script, where running it will perform the background SQL magic > for you. It is easier (and safer) for you to copy one of these and change > as appropriate, than to be messing about with SQL INSERT statements. I'd had a look at these but found them very scary. For example, AutoAssign.pm.insertdata appears to run in package RT (as used by RT.pm), then looks to be creating users and groups (that I'd expect already to exist), then creates ScripActions (but all of them, the existing ones plus the new ones), and the same for ScripConditions. Is that right? To add a new ScripAction does my .insertdata script have to have a list of all the existing ScripActions? I've seen that the 'RT Hackers Guide' has appeared since my original question. I'll read through that before trying anything. > > * The installation guide counsels against creating many queues, > > especially those for transient projects. I think I want to ignore > > this advice. > > Actually, the main issue against multiple queues is the administration > overhead involved in creating and maintaining the queues. I think I can cope with that. It'll only be a dozen or two queues in total. > I would suggest modifying the queue listing tabs in the web interface to > cut down on the extra clutter though. Yes. In particular I'm aiming for something where each queue has its own 'homepage'. (I'll probably do something with mod_rewrite as well to give each queue homepage a nice URL.) When viewing a ticket there'll be a link back to the list of all tickets in that queue. Anywhere in a queue there'll be a direct link to the config for that queue, and one back from queue config to that queue. > > ... after the initial request has been sent to everybody, only > > the Owner and anybody designated an AdminCc for that ticket gets > > mailed. Is that sane? > > Caution: If a ticket comes in, and the 'owner' remains Nobody, then it is > up to the AdminCcs (a possibly much smaller, and busy group of people) to > notice this. I would suggest in addition: > > OnCorrespondOnUnOwned NotifyCcs > OnCommentOnUnOwned NotifyCcs That's a good idea. > > an external user doesn't seem to be able to do any damage > > (insufficient rights errors) but can peruse things such as the > > list of users and their rights. Should this be of concern? > > You can change the web pages for this. See rt-users in January for > details. ( You want to change the Admin tabs to check the $CurrentUser > rights before letting them display pages in /Admin/ ) Thanks. > > ExternalContactInfoId in the DB, but can't see anywhere to set this > > in the gui. Can I create a textbox for setting this field, then > > form links out of it? > > Sure, you can do anything ;) Well, obviously I _could_ do that! I was asking to check that it's sane, that is that 'RT' isn't internally using that field for something that I'd break (and/or that there's some simpler way of doing this that I've missed). > > * New faxes arrive as gifs on our intranet. ... If I put an > > 'Attach to ticket number' thing in our fax interface, then > > directly inserted such faxes in the Attachments table from there, > > would that work? Would I also need to create a transaction for > > each new attachment? > > Possibly the best would be to have the fax interface submit the fax (MIME > message) as a ticket comment (via email). Identifying which ticket the > fax belows to is left as an exercise for the reader. Let RT's mailgate > put the gif into the attachments table, don't reinvent the wheel ;) I'd initially dismissed that as being excessive, since it would involve our intranet server sending an e-mail from the fax system, which would go via our mail server, back to the intranet server, and be fed into another program on the same server it started on. But considering what you said, that doesn't really matter -- a few extra network packets is nothing compared to the effort in re-inventing wheels! I've now realized there's something somewhere between those two -- having the fax software pipe the mail directly into rt-mailgate. > > * For some tasks we have one person responsible for overseeing the > > task and ensuring it gets done, and somebody else charged with > > delivering the result to the client. > > Two solutions: > > a) Use ticket relationships to essentially have two tickets for > each issue, one an 'overseer' and 'worker'. Creating these and > maintaining it is your problem ;) That sounds like it's going to get out of control. > b) OnSetKeywordDeliverer AddPersonAsWatcher with template blank > OnSetKeywordDeliverer NotifyPerson with template YourTicketNow That's a good solution -- I hadn't considered having ScripConditions that rely on particularly-named keywords. > > So would it work if I created RT::Action::NotifyGBdirect which ISA > > qw but has no > > other content? If I understand Perl multiple inheritance correctly, > > this would take SetSubjectToken() and SetReturnAddress() from > > ::SendEmailGBdirect and everything else from ::Notify, thereby doing > > what I want and not clobbering future upgrades. > > Paraphrasing Robert J. McCloskey, I know that you believe you understand > what I think that you said, but I am not sure you realise that what you > said is not what the rest of us understood. What makes you think I could understand that? I think a diagram might help. > If you shifted the standard RT::Action::SendEmail elsewhere and created > your own RT::Action::SendEmail to override SetSubject (etc), and then > include RT::Action::SendEmail_Install, you'd be laughing. > > This means that there is no need to update any references pointing to > RT::Action::SendEmail, and any future updates to RT::Action::SendEmail (as > RT::Action::SendEmail_Install of course) with the exception of SetSubject > (etc) are magically incorporated in your code. That involves having to rename SendEmail.pm as SendEmail_Install.pm every time we do an upgrade. There are too many other packages round here which either require a list of GBdirect mods on upgrading or which we simply don't upgrade any more. I'm really impressed with the way 'RT' uses the /local/ directory to make local mods easy (and the use of separate Elements and the like, to enable small independent mods). I know that that's only renaming one file, but it only takes a few more things like that and suddenly it's a chore. I still reckon that my way avoids this completely. I'll give it a go. If I can get it to work, then I'll draw a diagram and post back here. If I can't, then I'll quietly forget I ever made this claim in the first place ... Cheers. Smylers -- GBdirect http://www.gbdirect.co.uk/ From marcus.ramberg at songsolutions.no Fri Mar 22 06:20:34 2002 From: marcus.ramberg at songsolutions.no (Marcus Ramberg) Date: Fri, 22 Mar 2002 12:20:34 +0100 Subject: [rt-users] Remedy integration. Message-ID: Hi. We are a small daughter company of a teleco operating in the nordic region of europe. We use rt to handle our support email. Our parent company uses Remedy, and wants us to integrate our trouble ticketing system into theirs. Has anyone on the list attempted any form of remedy integration, and if so, do you have any tips for us on how to do this? With regards Marcus Ramberg -- This e-mail has been protected by Song Networks' virus-scan service: http://www.securemail.no From fri at akumiitti.com Fri Mar 22 07:30:18 2002 From: fri at akumiitti.com (Fabian Ritzmann) Date: 22 Mar 2002 14:30:18 +0200 Subject: [rt-users] RT Web interface sometimes loses style In-Reply-To: <3C990498.7183E701@sysdetect.com> References: <20020319231554.51FEC25D2@pallas.eruditorum.org> <3C990498.7183E701@sysdetect.com> Message-ID: <1016800218.23534.35.camel@fabiitti> On Wed, 2002-03-20 at 23:52, Alexander Dupuy wrote: > We installed RT 2.0.11, and after working out some version conflict > glitches between apache and perl everything seems to be working, except > that sometimes the stylesheet doesn't seem to "take" and the styles of > links etc. revert to defaults. A few hits of the reload button usually > cures this, but not permanently. We see this with both Netscape 4.77 and > Konqueror 2.1.1 so I don't think this is a browser problem per se. My installation displays similar problems. We are using Apache, RT's "external" authentication and authenticate against a Kerberos server. The Apache error log will show you what's going on. For us, this happens because the stylesheet and the RT logo image that are included in every web page are retrieved and authenticated separately for every request. Since the Kerberos server sees these requests in a very short time, it occasionally rejects some of them because it suspects a replay attack. > This is a pretty minor cosmetic flaw, but I'm wondering if anyone else > has seen anything like it, and if there might be a fix. We have been > very pleased with the RT software otherwise; it's really quite good. I haven't found a way of telling Apache not to authenticate the stuff in the NoAuth section except taking an approach similar to the recommended fastcgi setup. You would set up two virtual hosts where one serves the NoAuth data. Unfortunately, that requires to replace all references to NoAuth in the RT source code by a configurable URL. It's probably just a couple of minutes of work, but I haven't found the time to do that and submit a patch. Here's how the Apache setup could look like: AddModule mod_fastcgi.c Listen 443 NameVirtualHost vv.ww.xx.yy:443 SSLEnable ServerName rt.yadda.com DocumentRoot /rt2/WebRT/html AddHandler fastcgi-script fcgi ScriptAlias / /rt2/bin/mason_handler.fcgi/ FastCgiServer /rt2/bin/mason_handler.fcgi Listen 442 NameVirtualHost vv.ww.xx.yy:442 SSLDisable ServerName rt.yadda.com DocumentRoot /rt2/WebRT/html/NoAuth Fabian -- Our business in life is not to succeed but to continue to fail in high spirits. -- Robert Louis Stevenson From spv at gospelcom.net Fri Mar 22 07:46:22 2002 From: spv at gospelcom.net (Sherrill (Pei-chih) Verbrugge) Date: Fri, 22 Mar 2002 07:46:22 -0500 (EST) Subject: [rt-users] RT Web interface sometimes loses style In-Reply-To: <3C990498.7183E701@sysdetect.com> Message-ID: I have the similar problem with 2.0.11. Upgrade to 2.0.12 fixes the problem. Sherrill ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Sherrill (Pei-chih) Verbrugge http://www.gospelcom.net http://bible.gospelcom.net ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ From smylers at gbdirect.co.uk Fri Mar 22 08:02:40 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Fri, 22 Mar 2002 13:02:40 +0000 (GMT) Subject: [rt-users] Local Images Message-ID: I'm trying to get an image to appear on an RT page. It works if I put the image in this directory: /usr/local/rt/WebRT/html/NoAuth/images/ but not in this one: /usr/local/rt/local/WebRT/html/NoAuth/images/ However a custom CSS file gets picked up from either of those directories (yes, I know it doesn't make sense to have CSS in a directory called "images"; it was just to try this out). I'm guessing that this is because HTML::Mason bothers to parse CSS files (in case I put any Perl in there?) but not images, which sounds reasonable. Is there something I can do to make Mason look in multiple comp_root for images? I've had a look at HTML::Mason::Interp, where comp_root is explained, but couldn't find anything about which file extensions are affected. Alternatively, would it be better to put a block in the 'Apache' conf which points directly at my local images directory, bypassing Mason entirely? Or should I just stick local images in the non-local /images/ directory and be done with it? Cheers. Smylers -- GBdirect http://www.gbdirect.co.uk/ From ian at assv.net Fri Mar 22 08:41:39 2002 From: ian at assv.net (Ian D) Date: 22 Mar 2002 14:41:39 +0100 Subject: [rt-users] Writing my program to access RT: directly query the DBMS? In-Reply-To: <20020322101805.GB26263@staff.netaktiv.com> References: <20020322101805.GB26263@staff.netaktiv.com> Message-ID: Stephane Bortzmeyer writes: > I'm trying to write programs which access the RT database (such as a > daily program to mail staff members "Hi, this is the RT reminder, here > are the most important tickets you own for today:") > > I can easily write a Python script which will issue SQL requests such > as: > > SELECT Tickets.id,Tickets.subject,Tickets.created,Tickets.priority > FROM Tickets,Users WHERE Users.Name = 'USERNAME' AND Users.id=Tickets.owner > AND (status='open' or status='new') > ORDER BY priority DESC, Tickets.created ASC LIMIT 10; > > But I wonder if it is the better way and if I should not instead, use > RT packages (to get the DBMS config, get DBMS independance, etc). But > I do not find, in a way > to do so (I do not want to write a Scrip, my program will run outside > of RT). I've got a perl script that deos stuff like that. I think you'll find the man pages for the different modules good reading, plus the source code for bin/rt and the various modules also. Happy hacking -- /Ian D ian at assv.net From mtindor at operations.1st.net Fri Mar 22 09:20:03 2002 From: mtindor at operations.1st.net (Mike Tindor) Date: Fri, 22 Mar 2002 09:20:03 -0500 (EST) Subject: [rt-users] FROM: information in mail sent by RT autoresponders Message-ID: I have set up a couple queues using RT-2.0.12. These queues have simple names, like 'hosting at infectious.net'. I have it set up so that anybody can email a particular address and then an autoresponder will respond to them from hosting at infectious.net (no, this is fictitious - so sending an email to it wont get you anything). The problem is that when the requestor receives the autoreply, I want them to see that the autoreply came from "Mike's Hosting Service HelpDesk" instead of it just saying 'hosting' (and if you view the message headers it says hosting at infectious.net. I guess my question is why it is only showing up as 'hosting' when in the description for the queue I actdually have Mike's Hosting Service HelpDesk. Where would I go to actually change it so that it shows something more descriptive in the FROM (like a person's full name, or a Departmental description" rather than just the first part of the email address? Thanks, Mike From gary.stainburn at ringways.co.uk Fri Mar 22 09:33:53 2002 From: gary.stainburn at ringways.co.uk (Gary Stainburn) Date: Fri, 22 Mar 2002 14:33:53 +0000 Subject: [rt-users] no outgoing mail. Message-ID: Hi all, I've just upgraded from 2.0.11 to 2.0.12 and though it was about time I looked at getting the email side working. I've got a bog standard RH7.2 system (with updates) running apache/RT2. I've got the exim RPM's installed which creates the symlink /usr/sbin/sendmail so that it can emulate sendmail. It's correctly configured and I can send emails from the machine from a ssh session using the normal mail command. I've updated the /opt/rt2/etc/config.pm as shown below for the email stuff, but when I try to 'reply' to a ticket nothing happens. I am right in thinking 'comment' only records it inside RT but reply sends an email? There is absolutely nothing in the exim log which seams to think that it's not even being called. __BEGIN__ # {{{ 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='rt at ringways.co.uk'; $CommentAddress='rt at ringways.co.uk'; #Sendmail Configuration # $MailCommand defines which method RT will use to try to send mail # We know that 'sendmail' works fairly well. # If 'sendmail' doesn't work well for you, try 'sendmailpipe' # But note that you have to configure $SendmailPath and add a -t # to $SendmailArguments $MailCommand = 'sendmailpipe'; # $SendmailArguments defines what flags to pass to $Sendmail # assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand above. # If you picked 'sendmailpipe', you MUST add a -t flag to $SendmailArguments # These options are good for most sendmail wrappers and workalikes $SendmailArguments="-oi"; # These arguments are good for sendmail brand sendmail 8 and newer #$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; # have tried the above as 1 and 0 # }}} __END__ -- Gary Stainburn This email does not contain private or confidential material as it may be snooped on by interested government parties for unknown and undisclosed purposes - Regulation of Investigatory Powers Act, 2000 From smylers at gbdirect.co.uk Fri Mar 22 09:49:15 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Fri, 22 Mar 2002 14:49:15 +0000 (GMT) Subject: [rt-users] no outgoing mail. In-Reply-To: Message-ID: Gary Stainburn wrote: > I am right in thinking 'comment' only records it inside RT but reply > sends an email? Not really. The idea is that reply is for mailing responses to the Requestor (and CCing your staff as well), and that comment just mails your staff for discussing stuff internally that you don't want the Requestor to know about. Whether it actually works like that depends on how you've set your scrips up, but in general both should send mail. (You could set up your scrips so that comment never mails, if that's what you want.) Note that if you add a comment or reply on the website, you won't mail yourself. Therefore if you are the only watcher on a ticket, 'Exim' won't be called. (I've found a webmail account to be handy for testing this kind of stuff out, so you can mail yourself without 'RT' spotting it!) Smylers -- GBdirect http://www.gbdirect.co.uk/ From darrinw at nixc.net Fri Mar 22 09:51:00 2002 From: darrinw at nixc.net (Darrin Walton) Date: Fri, 22 Mar 2002 09:51:00 -0500 Subject: [rt-users] no outgoing mail. In-Reply-To: ; from gary.stainburn@ringways.co.uk on Fri, Mar 22, 2002 at 02:33:53PM +0000 References: Message-ID: <20020322095100.U76508@nixc.net> |+ $MailCommand = 'sendmailpipe'; |+ |+ # $SendmailArguments defines what flags to pass to $Sendmail |+ # assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand above. |+ # If you picked 'sendmailpipe', you MUST add a -t flag to $SendmailArguments |+ |+ # These options are good for most sendmail wrappers and workalikes |+ $SendmailArguments="-oi"; |+ |+ # These arguments are good for sendmail brand sendmail 8 and newer |+ #$SendmailArguments="-oi -ODeliveryMode=b -OErrorMode=m"; I don't know if you read the entire config file. Above, it says: " If you picked 'sendmailpipe', you MUST add a -t flag to $SendmailArguments". Your $SendmailArguments does not contain this. Also. If you're running sendmail 8 and newer, you have to use the second SendmailArguements included. You should read over the entire config.pm. -darrin From gary.stainburn at ringways.co.uk Fri Mar 22 10:23:16 2002 From: gary.stainburn at ringways.co.uk (Gary Stainburn) Date: Fri, 22 Mar 2002 15:23:16 +0000 Subject: [rt-users] no outgoing mail. In-Reply-To: <20020322095100.U76508@nixc.net> References: <20020322095100.U76508@nixc.net> Message-ID: On Friday 22 March 2002 2:51 pm, Darrin Walton wrote: > |+ $MailCommand = 'sendmailpipe'; > |+ > |+ # $SendmailArguments defines what flags to pass to $Sendmail > |+ # assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand > | above. + # If you picked 'sendmailpipe', you MUST add a -t flag to > | $SendmailArguments + > |+ # These options are good for most sendmail wrappers and workalikes > |+ $SendmailArguments="-oi"; > |+ > |+ # These arguments are good for sendmail brand sendmail 8 and newer > |+ #$SendmailArguments="-oi -ODeliveryMode=b -OErrorMode=m"; > > I don't know if you read the entire config file. Above, it says: > > " If you picked 'sendmailpipe', you MUST add a -t flag to > $SendmailArguments". Your $SendmailArguments does not contain this. Sorry, the sendmail pipe was an error. I tried this to see if it made any difference - it didn't, even after adding the -t > > Also. If you're running sendmail 8 and newer, you have to use the second > SendmailArguements included. I don't know which version of sendmail emulates, but I tried both of the example values for Sendmail Arguments and neither worked (with and without the -t) > > You should read over the entire config.pm. I have read the entire config.pm, and apart from the bits regarding checking incoming emails (which I'm none too clear about) I can't see anything I've missed There is absolutely nothing in the exim logs to say that it's even trying to send an email. As a test, I su'd to apache which is the user that runs the web server and called exim as I thought RT would and everything worked fine, with the exim log showing the transaction. The mail actually failed once it got to our mail server as the sender - apache at ringways.co.uk - doesn't exist) Has anyone got any other ideas of what I can try? > > -darrin > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -- Gary Stainburn This email does not contain private or confidential material as it may be snooped on by interested government parties for unknown and undisclosed purposes - Regulation of Investigatory Powers Act, 2000 From michael.k.brown at alcatel.com Fri Mar 22 11:17:02 2002 From: michael.k.brown at alcatel.com (Michael K Brown) Date: Fri, 22 Mar 2002 11:17:02 -0500 Subject: [rt-users] Site-specific customization of RT, and DTRT Message-ID: <00c301c1d1bd$0212dfa0$9d37788a@ca.newbridge.com> Hi Folks! I've been following some traffic on the list, and I'm wondering about how to best customize RT to meet the needs. I've seen some traffic lately about the rt/local/ directory, and I'm wondering how it fits into the greater scheme of things. This is a bit long, so I hope you bear with me! What I've done with my site (which is relatively new) is use a modified autohandler for LDAP and use the LDAPsync script (Big Thanks go out to Mike Quintero and Johan Edstrom for all their help with that.) I've modified the rt/WebRT/html/Elements/Headers and I've modified the rt/WebRT/html/Elements/Self/Service/Elements/Headers to remove the prefs link (since I don't want users thinking they can change their passwd, and sigs aren't essential). I've modified the rt/WebRT/html/Elements/Tabs to put in [Help] (which I have yet to write), [Reports], and the [Quick Ticket] (LDAP search). I'm looking at putting in stuff like the StockAnswers, and DTRT (once I figure out how to install it - what goes where???). I like the idea behind DTRT, but I haven't had time to install it, and I'm reluctant to experiment too much on what is now a production system. What I'm asking is: Is what I've currently done the best way to do it? I'm thinking down the lines when it comes time to upgrade... and upgrade... and upgrade... I don't want my customizations to get wiped out at some point in the future, requiring a lot of work to fix it. The rt2.0.11 -> rt2.0.12 was fairly painless, in that none of my tweaks got destroyed. Am I going about things the right way, or is there a better way to do it? Thanks in advance! Michael K. Brown Lab Technician ATM Engineering Services - Lab Services Tel: (613) 784-4354 michael.k.brown at alcatel.com From michael.k.brown at alcatel.com Fri Mar 22 11:34:30 2002 From: michael.k.brown at alcatel.com (Michael K Brown) Date: Fri, 22 Mar 2002 11:34:30 -0500 Subject: [rt-users] RT Statistics package on Solaris (GD problems) Message-ID: <00c401c1d1bf$72965ca0$9d37788a@ca.newbridge.com> Hi Folks! Has anyone had success in getting Apache::GD::Graph working on Solaris? I don't see much on the web about it (google search), but a couple of people had said they had just done a force install, and it worked for them. I did that, but still no luck on getting the stats package to work for RT. I don't get errors... I just get a broken link image. The stats show up in the tables... I think those numbers are fine, but they don't change colours... Here's the output from force install Apache::GD::Graph (now that it's already installed... there were some dependencies - all GD ones - that had issues too, but I can't get the output from those. Any GD for Solaris tips & tricks out there? Thanks! Output from CPAN Shell: PERL_DL_NONLAZY=1 /usr/bin/perl -Iblib/arch -Iblib/lib -I/usr/local/lib/perl5/5.6.1/sun4-solar is -I/usr/local/lib/perl5/5.6.1 -e 'use Test::Harness qw(&runtests $verbose); $verbose=0; runtests @ARGV;' t/*.t t/simple_request....Can't load '/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/GD/GD.so' for module GD: ld.so.1: /usr/bin/perl: fatal: relocation error: file /usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/GD/GD.so: symbol gdImageStringFT: referenced symbol not found at /usr/local/lib/perl5/5.6.1/sun4-solaris/DynaLoader.pm line 206. at blib/lib/Apache/GD/Graph.pm line 364 Compilation failed in require at blib/lib/Apache/GD/Graph.pm line 364. BEGIN failed--compilation aborted at blib/lib/Apache/GD/Graph.pm line 364. Compilation failed in require at t/simple_request.t line 6. BEGIN failed--compilation aborted at t/simple_request.t line 6. t/simple_request....dubious Test returned status 255 (wstat 65280, 0xff00) FAILED--1 test script could be run, alas--no output ever seen make: *** [test_dynamic] Error 2 /usr/local/bin/make test -- NOT OK Michael K. Brown Lab Technician ATM Engineering Services - Lab Services Tel: (613) 784-4354 michael.k.brown at alcatel.com From smylers at gbdirect.co.uk Fri Mar 22 11:34:06 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Fri, 22 Mar 2002 16:34:06 +0000 (GMT) Subject: [rt-users] Site-specific customization of RT In-Reply-To: <00c301c1d1bd$0212dfa0$9d37788a@ca.newbridge.com> Message-ID: Michael K Brown wrote: > I've seen some traffic lately about the rt/local/ directory, and I'm > wondering how it fits into the greater scheme of things. 'RT' has files stored under these directories: rt/WebRT/html/ rt/lib/ Stuff under those directories will change on upgrades. You can put things under these directories: rt/local/WebRT/html/ rt/local/lib/ If a file of the same name exists in the local and non-local directories, the local one will be used. So for example I wanted single-value keyword selects to be drop-down lists (rather than the big scrolling list thingies they are by default). So I copied this file: rt/WebRT/html/Ticket/Elements/EditKeywordSelects into this one: rt/local/WebRT/html/Ticket/Elements/EditKeywordSelects then edited that one. 'RT' automatically uses the localized one, which is left alone by any upgrades. Smylers -- GBdirect http://www.gbdirect.co.uk/ From ges at lumeta.com Fri Mar 22 15:06:53 2002 From: ges at lumeta.com (Glenn Sieb) Date: Fri, 22 Mar 2002 15:06:53 -0500 Subject: [rt-users] Importing rt1 databases to rt2 on a new machine... Message-ID: <5.1.0.14.0.20020322150617.02a6b008@mail.corp.lumeta.com> Has anyone had any experience doing this? I'd appreciate any tips people might have :) Thanks! Glenn --- Glenn E. Sieb, System Administrator Lumeta Corp. mailto:ges at lumeta.com +1 732 357-3514 (V) +1 732 564-0731 (Fax) From sc2 at gmx.at Fri Mar 22 16:19:17 2002 From: sc2 at gmx.at (sc2 at gmx.at) Date: Fri, 22 Mar 2002 22:19:17 +0100 Subject: [rt-users] (no subject) Message-ID: <000701c1d1e7$39bc5920$e492633e@anonymous> il use version rt-2-0-12-pre5 since today i the "watchers" and autoreplys doesnt work he dont send ccs etc.. normal mails works fine mail log says option RunAsUser: unknown user smmsp: No such file or directory and so the permissions for mqueue doesnt work. the user smmsp is aviable...i am just wondering why the failure is not coming for normal mails only for mails aliasing to a tracker... he recives the mails fine.. if you have any ideas please let me know..thank you.. From cgilmore at tivoli.com Fri Mar 22 16:58:45 2002 From: cgilmore at tivoli.com (Christian Gilmore) Date: Fri, 22 Mar 2002 15:58:45 -0600 Subject: [rt-users] RT Statistics package on Solaris (GD problems) In-Reply-To: <00c401c1d1bf$72965ca0$9d37788a@ca.newbridge.com> Message-ID: <000801c1d1ec$bd782820$69285492@tivoli.com> Have you installed gd itself and the supporting libpng, xpm, and/or freetype packages? Regards, Christian > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Michael K Brown > Sent: Friday, March 22, 2002 10:35 AM > To: RT Users > Subject: [rt-users] RT Statistics package on Solaris (GD problems) > > > Hi Folks! > > Has anyone had success in getting Apache::GD::Graph working > on Solaris? I > don't see much on the web about it (google search), but a > couple of people > had said they had just done a force install, and it worked > for them. I did > that, but still no luck on getting the stats package to work > for RT. I > don't get errors... I just get a broken link image. The > stats show up in > the tables... I think those numbers are fine, but they don't change > colours... > > Here's the output from force install Apache::GD::Graph (now that it's > already installed... there were some dependencies - all GD > ones - that had > issues too, but I can't get the output from those. > > Any GD for Solaris tips & tricks out there? > > Thanks! > > Output from CPAN Shell: > > PERL_DL_NONLAZY=1 > /usr/bin/perl -Iblib/arch -Iblib/lib > -I/usr/local/lib/perl5/5.6.1/sun4-solar > is -I/usr/local/lib/perl5/5.6.1 -e 'use Test::Harness qw(&runtests > $verbose); $verbose=0; runtests @ARGV;' t/*.t > t/simple_request....Can't load > '/usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/GD/GD. > so' for module > GD: ld.so.1: /usr/bin/perl: fatal: relocation error: file > /usr/local/lib/perl5/site_perl/5.6.1/sun4-solaris/auto/GD/GD.s > o: symbol > gdImageStringFT: referenced symbol not found at > /usr/local/lib/perl5/5.6.1/sun4-solaris/DynaLoader.pm line 206. > at blib/lib/Apache/GD/Graph.pm line 364 > Compilation failed in require at blib/lib/Apache/GD/Graph.pm line 364. > BEGIN failed--compilation aborted at > blib/lib/Apache/GD/Graph.pm line 364. > Compilation failed in require at t/simple_request.t line 6. > BEGIN failed--compilation aborted at t/simple_request.t line 6. > t/simple_request....dubious > Test returned status 255 (wstat 65280, 0xff00) > FAILED--1 test script could be run, alas--no output ever seen > make: *** [test_dynamic] Error 2 > /usr/local/bin/make test -- NOT OK > > > > > Michael K. Brown > Lab Technician > ATM Engineering Services - Lab Services > Tel: (613) 784-4354 > michael.k.brown at alcatel.com > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From sc2 at gmx.at Sat Mar 23 07:17:41 2002 From: sc2 at gmx.at (sc2 at gmx.at) Date: Sat, 23 Mar 2002 13:17:41 +0100 Subject: [rt-users] Could not send mail for RT::Transaction=HASH(0x88d6e44) Message-ID: <000501c1d264$bb6add70$e492633e@anonymous> Could not send mail for RT::Transaction=HASH(0x88d6e44) what does this mean? see last mail from me, autoreply/ccs/replys doesnt work. From greg at space.cfi.co.ug Sat Mar 23 18:51:54 2002 From: greg at space.cfi.co.ug (greg at space.cfi.co.ug) Date: Sat, 23 Mar 2002 15:51:54 -0800 (PST) Subject: [rt-users] RT keeps "dying" Message-ID: Hi all! I am running RT2.0.9. Lately I've noticed that RT has been "dying" at least once in twenty four hours. My logs reveal the following just before the "death": --------------- [Sat Mar 23 11:10:36 2002] [error] install_driver(mysql) failed: Can't load '/usr/local/lib/perl5/site_perl/5.005/i386-freebsd/auto/DBD/mysql/mysql.so' for module DBD::mysql: Shared object "libmysqlclient.so.10" not found at /usr/libdata/perl/5.00503/DynaLoader.pm line 169. --------------- I've got DBD::Mysql installed, what could the problem be? Often, I am able to "resurrect" RT upon restarting Apache.... ---- Greg, CFI(U) ,,, /'^'\ ( o o ) oOOO--(_)--OOOo---------------------- "...Aspire to Inspire before you Expire..." From alesh at opensource-technologies.com Sat Mar 23 17:36:06 2002 From: alesh at opensource-technologies.com (alesh at opensource-technologies.com) Date: Sat, 23 Mar 2002 23:36:06 +0100 (CET) Subject: [rt-users] (no subject) In-Reply-To: <000701c1d1e7$39bc5920$e492633e@anonymous> Message-ID: You have a badly configured sendmail. Start there.... set your mqueue permissions (chown smmsp:smmsp mqueue -R) correctly! You screwed up something while upgrading sendmail. A. On Fri, 22 Mar 2002 sc2 at gmx.at wrote: > Date: Fri, 22 Mar 2002 22:19:17 +0100 > From: sc2 at gmx.at > To: rt-users at lists.fsck.com > Subject: [rt-users] (no subject) > > il use version rt-2-0-12-pre5 > since today i the "watchers" and autoreplys doesnt work > he dont send ccs etc.. > > normal mails works fine > > mail log says > option RunAsUser: unknown user smmsp: No such file or directory > > and so the permissions for mqueue doesnt work. > the user smmsp is aviable...i am just wondering why the failure is not > coming for normal mails only for mails aliasing to a tracker... > he recives the mails fine.. > > if you have any ideas please let me know..thank you.. > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From pdh at snapgear.com Sun Mar 24 18:15:44 2002 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 25 Mar 2002 09:15:44 +1000 Subject: [rt-users] FROM: information in mail sent by RT autoresponders In-Reply-To: References: Message-ID: <20020324231544.GF452@luggage> Mike Tindor wrote: > I guess my question is why it is only showing up as 'hosting' when in the > description for the queue I actdually have Mike's Hosting Service > HelpDesk. Where would I go to actually change it so that it shows > something more descriptive in the FROM (like a person's full name, or a > Departmental description" rather than just the first part of the email > address? See attached patch. I like the idea. -------------- next part -------------- Index: Autoreply.pm =================================================================== RCS file: /cvs/local/rt/lib/RT/Action/Autoreply.pm,v retrieving revision 1.1.1.2 diff -u -r1.1.1.2 Autoreply.pm --- Autoreply.pm 22 Jan 2002 23:47:44 -0000 1.1.1.2 +++ Autoreply.pm 24 Mar 2002 23:06:55 -0000 @@ -49,7 +49,8 @@ } unless ($self->TemplateObj->MIMEObj->head->get('From')) { - my $friendly_name=$self->TicketObj->QueueObj->Name; + my $friendly_name = $self->TicketObj->QueueObj->Description || + $self->TicketObj->QueueObj->Name; $self->SetHeader('From', "$friendly_name <$replyto>"); } From pdh at snapgear.com Sun Mar 24 18:23:32 2002 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 25 Mar 2002 09:23:32 +1000 Subject: [rt-users] Site-specific customization of RT, and DTRT In-Reply-To: <00c301c1d1bd$0212dfa0$9d37788a@ca.newbridge.com> References: <00c301c1d1bd$0212dfa0$9d37788a@ca.newbridge.com> Message-ID: <20020324232332.GG452@luggage> Michael K Brown wrote: > What I'm asking is: Is what I've currently done the best way to do it? I'm > thinking down the lines when it comes time to upgrade... and upgrade... and > upgrade... I don't want my customizations to get wiped out at some point in > the future, requiring a lot of work to fix it. The rt2.0.11 -> rt2.0.12 was > fairly painless, in that none of my tweaks got destroyed. Am I going about > things the right way, or is there a better way to do it? My way takes a bit of setup, but it's been worth it. :-) I keep a local CVS repository, including my changes, and periodically import later versions from Jesse's tarballs. A simple merge and all my changes are incorporated into the new version. Using the Mason "local" directories is fine, but when you end up duplicating more than a couple of files, it becomes less fun; you still need to ensure your "local" files don't become stale. CVS helps take care of this for you. From sven.sternberger at desy.de Mon Mar 25 04:26:10 2002 From: sven.sternberger at desy.de (Sven Sternberger) Date: 25 Mar 2002 10:26:10 +0100 Subject: [rt-users] What is about all the relationsship! Message-ID: <1017048370.665.17.camel@zitpcx3298> Hello! I wonder what all these different kinds of relationsship are about, and i don?t find a single line in the docs. Can anybody give me a reasonable example how too use them. Or a link where i can "rtfm" bye -- ---------------------------------------------------------------------------- Sven Sternberger Tel.: +49 (0) 40 8998 4397 Desy Email: sven.sternberger at desy.de Notkestr. 85 D-22607 Hamburg From smylers at gbdirect.co.uk Mon Mar 25 04:45:16 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Mon, 25 Mar 2002 09:45:16 +0000 (GMT) Subject: [rt-users] What is about all the relationsship! In-Reply-To: <1017048370.665.17.camel@zitpcx3298> Message-ID: > I wonder what all these different kinds of relationsship are about, > and i don?t find a single line in the docs. Jim Meyer's suggestions of exactly a month ago sound pretty reasonable: http://lists.fsck.com/pipermail/rt-users/2002-February/006977.html Smylers -- GBdirect http://www.gbdirect.co.uk/ From bortzmeyer at netaktiv.com Mon Mar 25 06:11:06 2002 From: bortzmeyer at netaktiv.com (Stephane Bortzmeyer) Date: Mon, 25 Mar 2002 12:11:06 +0100 Subject: [rt-users] [netaktiv.com #100] RT email and the ISO-8859-1 characters Message-ID: <20020325111106.GA32071@staff.netaktiv.com> When RT mails us, it does not add headers such as: Content-Type: text/plain; charset=iso-8859-1 Content-Transfer-Encoding: 8bit and therefore, composed characters (Latin-1 charset) are garbled. What is the proper way to add such headers: 1) read the documentation, it is already explained, 2) copy the Scrip Action/Notify to Action/Notify-international and hack it. From bortzmeyer at netaktiv.com Mon Mar 25 06:31:08 2002 From: bortzmeyer at netaktiv.com (Stephane Bortzmeyer) Date: Mon, 25 Mar 2002 12:31:08 +0100 Subject: [rt-users] [netaktiv.com #22] Getting users outside of RT database Message-ID: <20020325113108.GA1182@staff.netaktiv.com> Hello, I'm trying to simplify the life of the staff people: they should be able to use the same password for RT than for something else. And also to simplify my life: when a new employee comes in, I just want to create her an account once, including for RT. I don't find an easy way to do so. is empty. external-users in contrib seems to be something different. From gary.stainburn at ringways.co.uk Mon Mar 25 06:44:46 2002 From: gary.stainburn at ringways.co.uk (Gary Stainburn) Date: Mon, 25 Mar 2002 11:44:46 +0000 Subject: [rt-users] no outgoing mail. In-Reply-To: References: Message-ID: On Friday 22 March 2002 2:49 pm, Smylers wrote: > Gary Stainburn wrote: > > I am right in thinking 'comment' only records it inside RT but reply > > sends an email? > > Not really. The idea is that reply is for mailing responses to the > Requestor (and CCing your staff as well), and that comment just mails > your staff for discussing stuff internally that you don't want the > Requestor to know about. > > Whether it actually works like that depends on how you've set your > scrips up, but in general both should send mail. (You could set up your > scrips so that comment never mails, if that's what you want.) > > Note that if you add a comment or reply on the website, you won't mail > yourself. Therefore if you are the only watcher on a ticket, 'Exim' > won't be called. (I've found a webmail account to be handy for testing > this kind of stuff out, so you can mail yourself without 'RT' spotting > it!) > > Smylers This is really getting weard now. Based on your description above, if I create a ticket as 'tanveer', and reply as 'gary', it should generate an email - it did't. Nor did it generate an error message anywhere to show that it tried and failed. The global scrips I've got are (presumably defaulted): OnComment NotifyOtherRecipientsAsComment with template Correspondence OnCorrespond NotifyOtherRecipients with template Correspondence which looks like how you described the actions above Smylers. To me, this suggests that somewhere there is a problem telling RT to not carry out the above actions, or that in carrying them out, something fails quite early on - i.e. before getting to the sendmail stage. However, when I added the following scrip to one of my queues, it successfully managed to send emails to all watchers when I resolved a test ticket. OnResolve NotifyAllWatchers with template Resolved This therefore means that the mechanics of sending the emails works, and therefore the problem is with the trigger mechanism. The ticket I'm working on has tanveer as requestor, gary as owner, and the queue has tanveer, gary, and peter as watchers. who *should* get a response if 'root' comments, reply's or resolves to this ticket? (Sorry for waffling) -- Gary Stainburn This email does not contain private or confidential material as it may be snooped on by interested government parties for unknown and undisclosed purposes - Regulation of Investigatory Powers Act, 2000 From smylers at gbdirect.co.uk Mon Mar 25 07:00:00 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Mon, 25 Mar 2002 12:00:00 +0000 (GMT) Subject: [rt-users] no outgoing mail. In-Reply-To: Message-ID: Gary Stainburn wrote: > On Friday 22 March 2002 2:49 pm, Smylers wrote: > > > Gary Stainburn wrote: > > > > > I am right in thinking 'comment' only records it inside RT but reply > > > sends an email? > > > > Not really. The idea is that reply is for mailing responses to the > > Requestor (and CCing your staff as well), and that comment just mails > > your staff for discussing stuff internally that you don't want the > > Requestor to know about. > > This is really getting weard now. > > Based on your description above, if I create a ticket as 'tanveer', and reply > as 'gary', it should generate an email - it did't. Nor did it generate an > error message anywhere to show that it tried and failed. > > The global scrips I've got are (presumably defaulted): > OnComment NotifyOtherRecipientsAsComment with template Correspondence > OnCorrespond NotifyOtherRecipients with template Correspondence If you look up those ScripActions in the database, you'll see that they involve NotifyAsComment and Notify (respectively) with an argument of "OtherRecipients". I think OtherRecipients are new in version 2.0.12. They are other non-'RT' recipients of the original message (so if the Requestor mailed your 'RT' system and CCed the message to a third party, that third party would be the OtherRecipients). > which looks like how you described the actions above Smylers. What you need is something that notifies Requestors. > To me, this suggests that somewhere there is a problem telling RT to not > carry out the above actions, or that in carrying them out, something fails > quite early on - i.e. before getting to the sendmail stage. Yes-ish. > However, when I added the following scrip to one of my queues, it > successfully managed to send emails to all watchers when I resolved a test > ticket. > > OnResolve NotifyAllWatchers with template Resolved Cos that one is mailing all Watchers. You probably want something like OnCorrespond NotifyAllWatchers with template Correspondence That'll let everybody know when something happens. For OnComment you probably don't want Requestors to be informed (that would defeat the purpose of the OnCorrespond/OnComment distinction), so you'd use something like: OnComment NotifyOwner with template AdminComment OnComment NotifyAdminCcsAsComment with template AdminComment Smylers -- GBdirect http://www.gbdirect.co.uk/ From gary.stainburn at ringways.co.uk Mon Mar 25 07:02:36 2002 From: gary.stainburn at ringways.co.uk (Gary Stainburn) Date: Mon, 25 Mar 2002 12:02:36 +0000 Subject: [rt-users] [netaktiv.com #22] Getting users outside of RT database In-Reply-To: <20020325113108.GA1182@staff.netaktiv.com> References: <20020325113108.GA1182@staff.netaktiv.com> Message-ID: On Monday 25 March 2002 11:31 am, Stephane Bortzmeyer wrote: > Hello, > > I'm trying to simplify the life of the staff people: they should be > able to use the same password for RT than for something else. And also > to simplify my life: when a new employee comes in, I just want to > create her an account once, including for RT. I also failed to understand/get working the external authentication system, however I have got a reasonable workaround. When I create a new user, I always do it from our main server, using an in-house script that calls AIX's commands to create the user locally. It then ssh's to various other machines running similar scripts on those boxes, thus creating an RT user, an email mailbox/alias etc. The next step will be to write a script that will run daily to syncronize the password on the users table inside RT to that on the AIX box (they both use the standard crypt library). This way, everyone uses the same username/password for RT as they do for everything else. (AIX forces a password change every 30 days) > > I don't find an easy way to do > so. is > empty. external-users in contrib seems to be something different. > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -- Gary Stainburn This email does not contain private or confidential material as it may be snooped on by interested government parties for unknown and undisclosed purposes - Regulation of Investigatory Powers Act, 2000 From ian at assv.net Mon Mar 25 07:12:52 2002 From: ian at assv.net (Ian D) Date: 25 Mar 2002 13:12:52 +0100 Subject: [rt-users] [netaktiv.com #22] Getting users outside of RT database In-Reply-To: <20020325113108.GA1182@staff.netaktiv.com> References: <20020325113108.GA1182@staff.netaktiv.com> Message-ID: Stephane Bortzmeyer writes: > Hello, > > I'm trying to simplify the life of the staff people: they should be > able to use the same password for RT than for something else. And also > to simplify my life: when a new employee comes in, I just want to > create her an account once, including for RT. > > I don't find an easy way to do > so. is > empty. external-users in contrib seems to be something different. From bortzmeyer at netaktiv.com Mon Mar 25 09:46:08 2002 From: bortzmeyer at netaktiv.com (Stephane Bortzmeyer) Date: Mon, 25 Mar 2002 15:46:08 +0100 Subject: [rt-users] [netaktiv.com #100] RT email and the ISO-8859-1 characters In-Reply-To: <20020325111106.GA32071@staff.netaktiv.com> References: <20020325111106.GA32071@staff.netaktiv.com> Message-ID: <20020325144608.GA18940@staff.netaktiv.com> On Mon, Mar 25, 2002 at 12:11:06PM +0100, Stephane Bortzmeyer wrote a message of 19 lines which said: > When RT mails us, it does not add headers such as: > > Content-Type: text/plain; charset=iso-8859-1 > Content-Transfer-Encoding: 8bit > > and therefore, composed characters (Latin-1 charset) are garbled. > > What is the proper way to add such headers: I forgot to say that adding the MIME headers to the template does not work since RT messes with MIME headers (to handle multipart mail, I presume). From ian at assv.net Mon Mar 25 10:23:42 2002 From: ian at assv.net (Ian D) Date: 25 Mar 2002 16:23:42 +0100 Subject: [rt-users] Stop status changing Message-ID: We've hacked in a couple of new status codes in our system. Problem is, RT changes the status to Open when email is sent to these. What's the relevant module to look in to quell this behaviour? -- /Ian D ian at assv.net From alexandj at fortrex.com Mon Mar 25 12:02:53 2002 From: alexandj at fortrex.com (Alexander, John) Date: Mon, 25 Mar 2002 12:02:53 -0500 Subject: [rt-users] Stats Help Message-ID: <31AF5A186939D4119C6100104B23BF8523E445@tiger.fortrex.com> I'm trying to hack one of the stats pages (Resolution.html) to give me the time worked by queue by day. Can someone help me with this? How do I reference TimeWorked. I'm only interested in time worked on Resolved tickets. Thanks much ---------------------------------------------------------------------------- ------------ John Alexander john.alexander at fortrex.com Network Security Operations phone: 301-977-6966 Fortrex Technologies, Inc fax: 301-947-3539 Gaithersburg, MD http://www.fortrex.com Because Your Information is Your Business From nevans at fedex.com Mon Mar 25 18:38:35 2002 From: nevans at fedex.com (Nathan Evans) Date: Mon, 25 Mar 2002 16:38:35 -0700 Subject: [rt-users] RT_SUMMARY_FORMAT Message-ID: Is there any documentation on the summary string format when executing rt from the command line? shell>./rt --id=100 --summary "What_Is_The_Syntax?" ./rt -h --summary [format-string] show a listing-style summary of the tickets found. If format string is ommitted, uses $RT_SUMMARY_FORMAT or an internal default From che at debian.org Mon Mar 25 19:27:13 2002 From: che at debian.org (Ben Gertzfield) Date: Tue, 26 Mar 2002 09:27:13 +0900 Subject: [rt-users] [netaktiv.com #100] RT email and the ISO-8859-1 characters In-Reply-To: <20020325111106.GA32071@staff.netaktiv.com> (Stephane Bortzmeyer's message of "Mon, 25 Mar 2002 12:11:06 +0100") References: <20020325111106.GA32071@staff.netaktiv.com> Message-ID: <874rj441i5.fsf@nausicaa.interq.or.jp> >>>>> "Stephane" == Stephane Bortzmeyer writes: Stephane> When RT mails us, it does not add headers such as: Stephane> Content-Type: text/plain; charset=iso-8859-1 Stephane> Content-Transfer-Encoding: 8bit Stephane> and therefore, composed characters (Latin-1 charset) are Stephane> garbled. You might want to look at my patch for Japanese support in the contrib directory; you can use something similar to how I add Content-Type and Content-Transfer-Encoding headers. Also, you will want to consider properly encoding the body and headers with Quoted-Printable and QP encoding. The MIME:: modules should do this easily. Ben -- Brought to you by the letters L and B and the number 15. "He's like.. some sort of.. non-giving up.. school guy!" Debian GNU/Linux maintainer of Gimp and Nethack -- http://www.debian.org/ From damian at sentex.net Mon Mar 25 22:02:01 2002 From: damian at sentex.net (Damian Gerow) Date: Mon, 25 Mar 2002 22:02:01 -0500 Subject: [rt-users] sendmail problem Message-ID: <5.1.0.14.2.20020325215623.11287b90@marble.sentex.ca> We're trying to upgrade the physical box that RT sits on, and in doing so, we're switching from postfix to sendmail. Everything works fine on the sending side, but when trying to create tickets (upon e-mail reception), sendmail hangs, and logs the following: Mar 25 21:49:01 obsidian sendmail[384]: g2Q2l0200383: timeout waiting for input from local during Draining Input The first ticket gets created just fine, and all the notifications are sent out, but subsequent tickets don't work. When trying to submit a ticket manually ("cat | ~rt/bin/rt-mailgate --queue test --action correspond"), it just hangs and sits there. Anyone know what's going on? A quick Google search didn't turn anything up, and I didn't see anything in the archives. From bortzmeyer at netaktiv.com Tue Mar 26 03:36:01 2002 From: bortzmeyer at netaktiv.com (Stephane Bortzmeyer) Date: Tue, 26 Mar 2002 09:36:01 +0100 Subject: [rt-users] [netaktiv.com #100] RT email and the ISO-8859-1 characters In-Reply-To: <874rj441i5.fsf@nausicaa.interq.or.jp> References: <20020325111106.GA32071@staff.netaktiv.com> <874rj441i5.fsf@nausicaa.interq.or.jp> Message-ID: <20020326083601.GC27183@staff.netaktiv.com> On Tue, Mar 26, 2002 at 09:27:13AM +0900, Ben Gertzfield wrote a message of 23 lines which said: > You might want to look at my patch for Japanese support in the contrib > directory; you can use something similar to how I add Content-Type and > Content-Transfer-Encoding headers. Thanks for the tip. Do you think we may see an internationalized (I don't ask for a French localization, I could do it myself) version of RT soon? Or should I tinker in my backyard only? > Also, you will want to consider properly encoding the body and headers > with Quoted-Printable and QP encoding. Never. I never use QP. Nobody does it in Latin-1-speaking countries. From sven.sternberger at desy.de Tue Mar 26 03:43:20 2002 From: sven.sternberger at desy.de (Sven Sternberger) Date: 26 Mar 2002 09:43:20 +0100 Subject: [rt-users] =?ISO-8859-1?Q?Couldn=B4t?= create new =?ISO-8859-1?Q?queue=B4s?= Message-ID: <1017132200.4182.27.camel@zitpcx3298> Hello! I have the problem that everything works fine, but i have problems to create a new queue. My first idea was that it is a browser problem, but now I know it just works sometime. Most of the time when I try to create the new queue I get the following lines>> System error while serving xxxxx.yyyy.de /Admin/Queues/Modify.html error while executing /Admin/Queues/Modify.html [standard]: Bizarre copy of CODE in aassign at /usr/lib/perl5/5.6.0/Carp/Heavy.pm line 79, line 47. backtrace: /Admin/Queues/Modify.html [standard] <= /autohandler [standard] << Any idea??? bye -- ---------------------------------------------------------------------------- Sven Sternberger Tel.: +49 (0) 40 8998 4397 Desy Email: sven.sternberger at desy.de Notkestr. 85 D-22607 Hamburg From che at debian.org Tue Mar 26 03:57:13 2002 From: che at debian.org (Ben Gertzfield) Date: Tue, 26 Mar 2002 17:57:13 +0900 Subject: [rt-users] [netaktiv.com #100] RT email and the ISO-8859-1 characters In-Reply-To: <20020326083601.GC27183@staff.netaktiv.com> (Stephane Bortzmeyer's message of "Tue, 26 Mar 2002 09:36:01 +0100") References: <20020325111106.GA32071@staff.netaktiv.com> <874rj441i5.fsf@nausicaa.interq.or.jp> <20020326083601.GC27183@staff.netaktiv.com> Message-ID: <87wuvzu2om.fsf@nausicaa.interq.or.jp> >>>>> "Stephane" == Stephane Bortzmeyer writes: Stephane> Thanks for the tip. Do you think we may see an Stephane> internationalized (I don't ask for a French Stephane> localization, I could do it myself) version of RT soon? Stephane> Or should I tinker in my backyard only? The problem is that Mason is not yet internationalized, so we would have to invent our own framework. Ben> Also, you will want to consider properly encoding the body Ben> and headers with Quoted-Printable and QP encoding. Stephane> Never. I never use QP. Nobody does it in Stephane> Latin-1-speaking countries. If you do not send your 8-bit email encoded either in Quoted-Printable or Base64, then you're violating RFC 2822 and will run into trouble with email gateways: http://www.faqs.org/rfcs/rfc2822.html 2.1. General Description At the most basic level, a message is a series of characters. A message that is conformant with this standard is comprised of characters with values in the range 1 through 127 and interpreted as US-ASCII characters [ASCII]. For brevity, this document sometimes refers to this range of characters as simply "US-ASCII characters". [snip] I highly doubt that "nobody does it"; I receive email transparently encoded in quoted-printable every day with the proper headers, and my MUA converts it to the correct 8-bit Latin-1 for me automatically. What makes you say that "nobody does it"? Ben -- Brought to you by the letters B and C and the number 15. "I'm with insurance." Debian GNU/Linux maintainer of Gimp and Nethack -- http://www.debian.org/ From mapopa at reea.net Tue Mar 26 11:18:54 2002 From: mapopa at reea.net (marius popa) Date: Tue, 26 Mar 2002 11:18:54 -0500 Subject: [rt-users] problems with sending email commands Message-ID: <20020326111854.186528c0.mapopa@reea.net> I have the list of the email commands but when send for example %RT HELP without subject this creates a new ticket How can i send commands ? From simon.g at claycrossbs.co.uk Tue Mar 26 04:27:19 2002 From: simon.g at claycrossbs.co.uk (Simon Griffiths) Date: Tue, 26 Mar 2002 09:27:19 -0000 Subject: [rt-users] (no subject) Message-ID: Please could you unsubscribe me from your mailing list Regards -- Shaun Newbold Systems Administrator - Clay Cross Building Society Tel:+44(0)1246 862120 - Fax: +44(0)1246 250397 -- From smylers at gbdirect.co.uk Tue Mar 26 04:24:06 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Tue, 26 Mar 2002 09:24:06 +0000 (GMT) Subject: [rt-users] RT_SUMMARY_FORMAT In-Reply-To: Message-ID: Yesterday Nathan Evans wrote: > Is there any documentation on the summary string format when executing > rt from the command line? > > shell>./rt --id=100 --summary "What_Is_The_Syntax?" I don't know if there's any documentation, but a quick grep yields the internal default: %id4%status4%queue7%subject40%requestor16 Looks like it's: * percent sign * name of field * field width Smylers -- GBdirect http://www.gbdirect.co.uk/ From bortzmeyer at netaktiv.com Tue Mar 26 04:44:14 2002 From: bortzmeyer at netaktiv.com (Stephane Bortzmeyer) Date: Tue, 26 Mar 2002 10:44:14 +0100 Subject: [rt-users] [netaktiv.com #100] RT email and the ISO-8859-1 characters In-Reply-To: <87wuvzu2om.fsf@nausicaa.interq.or.jp> References: <20020325111106.GA32071@staff.netaktiv.com> <874rj441i5.fsf@nausicaa.interq.or.jp> <20020326083601.GC27183@staff.netaktiv.com> <87wuvzu2om.fsf@nausicaa.interq.or.jp> Message-ID: <20020326094414.GA3845@staff.netaktiv.com> On Tue, Mar 26, 2002 at 05:57:13PM +0900, Ben Gertzfield wrote a message of 44 lines which said: > If you do not send your 8-bit email encoded either in Quoted-Printable > or Base64, then you're violating RFC 2822 and will run into trouble > with email gateways: Almost all the SMTP servers are now 8-bits clean. Nobody still runs sendmail 5 :-) > What makes you say that "nobody does it"? On a typical french-speaking mailing list: aragon:~/Mail/debian % grep -i 'content-transfer-encoding: *quoted-printable' french |wc -l 436 aragon:~/Mail/debian % grep -i 'content-transfer-encoding: *8bit' french |wc -l 1276 From che at debian.org Tue Mar 26 05:02:27 2002 From: che at debian.org (Ben Gertzfield) Date: Tue, 26 Mar 2002 19:02:27 +0900 Subject: [rt-users] [netaktiv.com #100] RT email and the ISO-8859-1 characters In-Reply-To: <20020326094414.GA3845@staff.netaktiv.com> (Stephane Bortzmeyer's message of "Tue, 26 Mar 2002 10:44:14 +0100") References: <20020325111106.GA32071@staff.netaktiv.com> <874rj441i5.fsf@nausicaa.interq.or.jp> <20020326083601.GC27183@staff.netaktiv.com> <87wuvzu2om.fsf@nausicaa.interq.or.jp> <20020326094414.GA3845@staff.netaktiv.com> Message-ID: <87sn6ntznw.fsf@nausicaa.interq.or.jp> >>>>> "Stephane" == Stephane Bortzmeyer writes: Stephane> Almost all the SMTP servers are now 8-bits clean. Nobody Stephane> still runs sendmail 5 :-) This is not true. SMTP gateways to non-IP networks often depend on 7-bit email, and treat 8-bit email in extremely special ways. >> What makes you say that "nobody does it"? Stephane> On a typical french-speaking mailing list: Stephane> aragon:~/Mail/debian % grep -i Stephane> 'content-transfer-encoding: *quoted-printable' french Stephane> |wc -l 436 aragon:~/Mail/debian % grep -i Stephane> 'content-transfer-encoding: *8bit' french |wc -l 1276 That's hardly nobody, and don't forget that many people will have the quoted-printable automatically converted to 8-bit by their ISP. It's still not at all difficult to use quoted-printable encoding to safely follow standards. Ben -- Brought to you by the letters L and C and the number 6. "A beldam is an old lady." Debian GNU/Linux maintainer of Gimp and Nethack -- http://www.debian.org/ From joerg.eichhorn at ponton-consulting.de Tue Mar 26 05:10:34 2002 From: joerg.eichhorn at ponton-consulting.de (Joerg Eichhorn) Date: Tue, 26 Mar 2002 11:10:34 +0100 Subject: [rt-users] Permission denied when receiving email with attachments. Message-ID: <000b01c1d4ae$787b2960$4dc8a8c0@PONTON.PRV> Hello, i am using RT 2.0.12 and the requestor get the reply 'Permission denied' when an email with attachments is sent to rt. The attachment size is smaller than the MaxAttachmentSize in config.pm. Any ideas what could be the problem ? Thanks. Joerg Eichhorn From smylers at gbdirect.co.uk Tue Mar 26 05:10:43 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Tue, 26 Mar 2002 10:10:43 +0000 (GMT) Subject: [rt-users] [netaktiv.com #100] RT email and the ISO-8859-1 characters In-Reply-To: <20020326094414.GA3845@staff.netaktiv.com> Message-ID: Stephane Bortzmeyer wrote: > On Tue, Mar 26, 2002 at 05:57:13PM +0900, > Ben Gertzfield wrote > a message of 44 lines which said: > > > If you do not send your 8-bit email encoded either in Quoted-Printable > > or Base64, then you're violating RFC 2822 and will run into trouble > > with email gateways: > > Almost all the SMTP servers are now 8-bits clean. Nobody still runs > sendmail 5 :-) Quite possibly, but the purpose of standards is for people to follow them! If individual's make their own decisions, that defeats the reason for having standards. It's simply wrong to send out mail with top-bit-set characters. > > What makes you say that "nobody does it"? > > On a typical french-speaking mailing list: > > aragon:~/Mail/debian % grep -i 'content-transfer-encoding: *quoted-printable' french |wc -l > 436 > aragon:~/Mail/debian % grep -i 'content-transfer-encoding: *8bit' french |wc -l > 1276 You can't prove correctness by counting votes! Anyway, by your numbers a third as many people are using QP as 8-bit. For what it's worth, here are my numbers: $ find ~/mail -type f -print0 | xargs -0 grep -ih '^Content-Transfer-Encoding:' | sort -f | uniq -ic | sort -nr 1228 Content-transfer-encoding: 7bit 485 Content-transfer-encoding: base64 449 Content-transfer-encoding: quoted-printable 280 Content-transfer-encoding: 8bit 5 Content-Transfer-Encoding: 7bit 2 Content-Transfer-Encoding: x-uuencode 2 Content-Transfer-Encoding: binary 2 Content-Transfer-Encoding:7bit I'm in the UK, so many mails are fine in Ascii, but need Latin1 for things like pound signs or foreign-derived words. It looks like I've got over three times as many mails base 64 or QP encoded as 8-bit. So I don't think you can generalize about Latin1 countries anyway. Smylers -- GBdirect http://www.gbdirect.co.uk/ From joerg.eichhorn at ponton-consulting.de Tue Mar 26 06:04:46 2002 From: joerg.eichhorn at ponton-consulting.de (Joerg Eichhorn) Date: Tue, 26 Mar 2002 12:04:46 +0100 Subject: [rt-users] Permission denied when receiving email with attachments. In-Reply-To: <000b01c1d4ae$787b2960$4dc8a8c0@PONTON.PRV> Message-ID: <001801c1d4b6$0b041d80$4dc8a8c0@PONTON.PRV> Hi, now i fixed the problem with the 'Permission Denied' reply, but there is still another problem. Here is the system configuration: - RT 2.0.12 on linux - MySQL 3.23.49 - perl 5.6.1 In the config.pm: $MaxAttachmentSize = 10000000; $TruncateLongAttachments = undef; $DropLongAttachments = undef; An attachment with the size 1.581.627 bytes is dropped by RT. I tried to set the MaxAttachmentSize variable to a higher value, but the attachment is still dropped. Any ideas ? Joerg Eichhorn From gary.stainburn at ringways.co.uk Tue Mar 26 06:26:14 2002 From: gary.stainburn at ringways.co.uk (Gary Stainburn) Date: Tue, 26 Mar 2002 11:26:14 +0000 Subject: [rt-users] Inbound email permissions problem Message-ID: Hi all, Thanks to everyone (smylers) for the help getting outbound emails to work. However, below is what happened when I tried to respond to the message I got from RT. I'm assuming that it's something to do with exim running with the euid of 'mail' and not 'rtowner', but the permissions for rt-mailgate show [root at larry root]# ll /opt/rt2/bin/rt-mailgate -rwxr-sr-x 1 root rt 9116 Mar 21 16:43 /opt/rt2/bin/rt-mailgate[root at larry root]# I've tried chmod u+s, and then changing the owner to rtowner, and apache but it's not made any difference (apache is the user that apache runs under, rtowner is the owner of the database). Gary ---------- Forwarded Message ---------- Subject: Mail delivery failed: returning message to sender Date: Tue, 26 Mar 2002 10:06:17 +0000 From: Mail Delivery System To: gary.stainburn at ringways.co.uk This message was created automatically by mail delivery software (Exim). A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed: pipe to |/opt/rt2/bin/rt-mailgate --queue group --action correspond generated by rt at larry.ringways.co.uk The following text was generated during the delivery attempt: ------ pipe to |/opt/rt2/bin/rt-mailgate --queue group --action correspond generated by rt at larry.ringways.co.uk ------ Permission Denied ------ This is a copy of the message, including all the headers. ------ Return-path: Received: from localhost.localdomain ([127.0.0.1] helo=localhost) by larry.ringways.co.uk with esmtp (Exim 3.22 #1) id 16pnqE-00076c-00 for rt at larry.ringways.co.uk; Tue, 26 Mar 2002 10:06:10 +0000 Received: from mail.ringways.co.uk by localhost with POP3 (fetchmail-5.9.0) for rt at larry.ringways.co.uk (multi-drop); Tue, 26 Mar 2002 10:06:10 +0000 (GMT) Received: from gary.ringways.co.uk ([10.1.1.2] helo=there) by stan.ringways.co.uk with smtp (Exim 3.33 #2) id 16pSRQ-0001RE-00 for rt at ringways.co.uk; Mon, 25 Mar 2002 11:15:08 +0000 Content-Type: text/plain; charset="iso-8859-1" From: Gary Stainburn Organization: Ringways Garages Ltd To: rt at ringways.co.uk Subject: Re: [ringways.co.uk #1] Ticket Resolved Date: Mon, 25 Mar 2002 11:15:31 +0000 X-Mailer: KMail [version 1.3.2] References: In-Reply-To: MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Message-Id: Status: RO On Monday 25 March 2002 11:17 am, you wrote: > According to our records, your request has been resolved. If you have any > further questions or concerns, please respond to this message. test response to email -- Gary Stainburn This email does not contain private or confidential material as it may be snooped on by interested government parties for unknown and undisclosed purposes - Regulation of Investigatory Powers Act, 2000 ------------------------------------------------------- -- Gary Stainburn This email does not contain private or confidential material as it may be snooped on by interested government parties for unknown and undisclosed purposes - Regulation of Investigatory Powers Act, 2000 From smylers at gbdirect.co.uk Tue Mar 26 06:42:48 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Tue, 26 Mar 2002 11:42:48 +0000 (GMT) Subject: [rt-users] Inbound email permissions problem In-Reply-To: Message-ID: Gary Stainburn wrote: > However, below is what happened when I tried to respond to the message > I got from RT. > > I'm assuming that it's something to do with exim running with the euid > of 'mail' and not 'rtowner', but the permissions for rt-mailgate show When I first tried 'RT' we had some 'Exim' error that I can't remember the exact details of. However, I can remember what fixed it. In the 'DIRECTORS CONFIGURATION' section there's this: # This director handles aliasing using a traditional /etc/aliases file. # If any of your aliases expand to pipes or files, you will need to set # up a user and a group for these deliveries to run under. You can do # this by uncommenting the "user" option below (changing the user name # as appropriate) and adding a "group" option if necessary. system_aliases: driver = aliasfile file_transport = address_file pipe_transport = address_pipe file = /etc/aliases search_type = lsearch # user = list I tried adding this: user = nobody It then started working, so I didn't bother investigating it any further! Smylers -- GBdirect http://www.gbdirect.co.uk/ From joerg.eichhorn at ponton-consulting.de Tue Mar 26 07:09:26 2002 From: joerg.eichhorn at ponton-consulting.de (Joerg Eichhorn) Date: Tue, 26 Mar 2002 13:09:26 +0100 Subject: [rt-users] Permission denied when receiving email with attachments. In-Reply-To: Message-ID: <001b01c1d4bf$13859c50$4dc8a8c0@PONTON.PRV> Hello, i found out what the problem was. In the mysql configruration my.cnf the value below was set to 1M. With the value 16M attachment up to 16 MB should work. set-variable = max_allowed_packet=16M J?rg Eichhorn From smylers at gbdirect.co.uk Tue Mar 26 07:51:13 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Tue, 26 Mar 2002 12:51:13 +0000 (GMT) Subject: [rt-users] Inbound email permissions problem In-Reply-To: Message-ID: Earlier I wrote: > system_aliases: > driver = aliasfile > file_transport = address_file > pipe_transport = address_pipe > file = /etc/aliases > search_type = lsearch > # user = list > > I tried adding this: > > user = nobody I meant: user = nobody group = rt Ooops. > It then started working, so I didn't bother investigating it any > further! Smylers -- GBdirect http://www.gbdirect.co.uk/ From smylers at gbdirect.co.uk Tue Mar 26 09:43:12 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Tue, 26 Mar 2002 14:43:12 +0000 (GMT) Subject: [rt-users] Putting Tags at the End of Subjects In-Reply-To: Message-ID: Earlier in the month I asked about putting tags at the end of subjects, as I reckoned people would find them less intrusive there than at the beginning, and attempted to outline how I thought this could work (which led to Bruce Campbell's Robert J McCloskey paraphrase ...). I wanted to achieve this in a way such that 'RT' can be upgraded and provide a new version of RT::Action::SendEmail and I'll automatically get all the new features, without having to patch each upgrade separately. Anyway, I've now done this and got it working. It could actually be done slightly more simply than my previous suggestion (and more correctly too, in the general case). In case anybody else is interested in this -- or in overriding particular methods of RT::Action::SendEmail for some other purpose -- here's the steps: First create a new module in lib/RT/Action/TagAtEnd.pm consisting of just these lines: package RT::Action::TagAtEnd; sub SetSubjectToken { my $self=shift; my $tag = "[$RT::rtname #".$self->TicketObj->id."]"; my $sub = $self->TemplateObj->MIMEObj->head->get('Subject'); unless ($sub =~ /\Q$tag\E/) { $sub =~ s/(\r\n|\n|\s)/ /gi; chomp $sub; $self->TemplateObj->MIMEObj->head->replace('Subject', "$sub $tag"); } } 1; Note that that sub is taken in its entirety from RT::Action::SendEmail, but "$tag $sub" have been swapped. (That's the bit that puts the tag in the subject.) Then create another new module in lib/RT/Action/NotifyTagAtEnd. This one is just three lines long: package RT::Action::NotifyTagAtEnd; use base qw(RT::Action::TagAtEnd RT::Action::Notify); 1; What that's saying is to base RT::Action::NotifyTagAtEnd on RT::Action::TagAtEnd _and_ RT::Action::Notify. Because of the way Perl's multiple inheritence rules work, that basically means that whenever a method gets called on an RT::Action::NotifyTagAtEnd object, Perl will search in this order: 1 the module itself -- there aren't any methods here, so this'll always fail 2 RT::Action::TagAtEnd -- the only method there is SetSubjectToken() 3 RT::Action::Notify -- all of the original methods that actually do useful things (this module inherits from RT::Action::SendEmail, which provides the original SetSubjectToken(), which won't now be invoked). So from nearly all points of view this new class is the same as RT::Action::Notify, but one method has been overridden. This works -- even though RT::Action::TagAtEnd isn't really a class (it doesn't provide a constructor or anything), it can still have methods inherited from it in this way. You'll want lib/RT/Action/NotifyAsCommentTagAtEnd.pm as well: package RT::Action::NotifyAsCommentTagAtEnd; use base qw(RT::Action::TagAtEnd RT::Action::NotifyAsComment); 1; Finally you need to make RT use these new modules instead of your own. This SQL did it for me with 'MySQL' (concatenation may be different with other DBMSes): UPDATE ScripActions SET ExecModule = Concat(ExecModule, 'TagAtEnd') WHERE ExecModule like 'Noitfy%' (I'm sure this would be better with a .insert script, but I haven't yet got the hang of those. And anyway that worked.) That took longer to explain than it did to do. Cheers. Smylers -- GBdirect http://www.gbdirect.co.uk/ From KFerguso at chi.navtech.com Tue Mar 26 09:48:48 2002 From: KFerguso at chi.navtech.com (Ferguson, Kevin) Date: Tue, 26 Mar 2002 08:48:48 -0600 Subject: [rt-users] RT_SUMMARY_FORMAT Message-ID: <91468650040FD411A51100104B63E23102E2810D@postman.chi.navtech.com> this is from the RT Users Guide. --summary [format-string] - Show a listing-style summary of the tickets found. format-string is used to display particular information about a ticket. It is made up of object specifiers whose format is % object may be one of: id queue subject priority final-priority time-worked time-left status owner requestor created updated due told width sets the column width of each object. Thus %subject20 will display the first 20 characters of the subject line. If format string is ommitted, rt will use the environment variable $RT_SUMMARY_FORMAT if it is set, or an internal default. The default as of RT version 2.0.9 is: %id4%status4%queue7%subject40%requestor16 RT also inserts two blank spaces between each column. > -----Original Message----- > From: Smylers [mailto:smylers at gbdirect.co.uk] > Sent: Tuesday, March 26, 2002 3:24 AM > To: rt-users at lists.fsck.com > Subject: Re: [rt-users] RT_SUMMARY_FORMAT > > > Yesterday Nathan Evans wrote: > > > Is there any documentation on the summary string format > when executing > > rt from the command line? > > > > shell>./rt --id=100 --summary "What_Is_The_Syntax?" > > I don't know if there's any documentation, but a quick grep yields the > internal default: > > %id4%status4%queue7%subject40%requestor16 > > Looks like it's: > > * percent sign > > * name of field > > * field width > > Smylers > -- > GBdirect > http://www.gbdirect.co.uk/ > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From smylers at gbdirect.co.uk Tue Mar 26 10:06:49 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Tue, 26 Mar 2002 15:06:49 +0000 (GMT) Subject: [rt-users] Site-specific customization of RT In-Reply-To: Message-ID: On Friday I wrote: > You can put things under these directories: > > rt/local/WebRT/html/ > rt/local/lib/ > > If a file of the same name exists in the local and non-local > directories, the local one will be used. That was my understanding of the purpose of rt/local/, but appears not to be the case. It works for html/, but not lib/. I've easily made it work for lib by editing each of the files in rt/bin from having these two lines: use lib "/usr/local/rt/lib"; use lib "/usr/local/rt/etc"; to these three: use lib "/usr/local/rt/lib"; use lib "/usr/local/rt/local/lib"; use lib "/usr/local/rt/etc"; That's fine. But the fact that I had to do this hacking means that it isn't how things are supposed to be done, and suggests that I've greatly misunderstood the purpose of rt/local/. * Should I just be putting customized modules under rt/lib/RT, along with the standard ones? * What should be in rt/local/ then? If rt/local/lib/ isn't the done thing then the only content of that directory is rt/local/WebRT/, and the only content of _that_ directory is rt/local/WebRT/html/, and I don't see the point of having two extra levels of hierarchy that don't contain anything. What am I missing here? Smylers -- GBdirect http://www.gbdirect.co.uk/ From wash at wananchi.biz Tue Mar 26 10:42:26 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Tue, 26 Mar 2002 18:42:26 +0300 Subject: [rt-users] Stats Package Installation In-Reply-To: References: <20020321150615.GA7092@staff.netaktiv.com> Message-ID: <20020326154226.GV26333@ns2.wananchi.com> * matt carter [20020322 02:25]: wrote: > did any screenshots ever come out of these discussions? http://rt.wananchi.com/chart?type=lines&data1=[10,50,20]&dclrs=[red,yellow,pink] http://rt.wananchi.com/chart?type=pie&data1=[10,50,20]&title_fon=(arialdb.ttf,20) http://rt.wananchi.com/chart?type=pie&data1=[10,50,20]&dclrs=[orange,purple,red] I am not sure anyone will access that without a username/passwd but I _must_ say so far those images are meaningless to me bacause they show me no legends. I'm still digging to see how I can get charts relevant to the queues that I have. > if anyone has any, or has the stats package installed and can take a few, > i (and others) would be muchly appreciative. I'd wish to be helped also ;-) -Wash -- Odhiambo Washington "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 God didn't mean for us to juggle, tennis balls wouldn't come three to a can. From darren at boston.com Tue Mar 26 11:12:12 2002 From: darren at boston.com (darren chamberlain) Date: Tue, 26 Mar 2002 11:12:12 -0500 Subject: [rt-users] Site-specific customization of RT In-Reply-To: References: Message-ID: <20020326161212.GA24796@boston.com> Hi folks. I hope I can be helpful here; it took me a long time to figure out how Mason does things, and where/when the local component root is used. Granted, it's been a few years since I've seriously looked at the internals of HTML::Mason, but this should all still be fairly accurate. Quoting Smylers [Mar 26, 2002 10:12]: > On Friday I wrote: > > You can put things under these directories: > > > > rt/local/WebRT/html/ > > rt/local/lib/ > > > > If a file of the same name exists in the local and non-local > > directories, the local one will be used. > > That was my understanding of the purpose of rt/local/, but > appears not to be the case. It works for html/, but not lib/. That's because the local thing is for HTML::Mason's component root only, and has nothing to do with perl. See below for a more detailed explanation. > I've easily made it work for lib by editing each of the files > in rt/bin from having these two lines: > > use lib "/usr/local/rt/lib"; > use lib "/usr/local/rt/etc"; > > to these three: > > use lib "/usr/local/rt/lib"; > use lib "/usr/local/rt/local/lib"; > use lib "/usr/local/rt/etc"; This will work, although for completely different reasons than the reasons that local works for html files and Mason components. > * What should be in rt/local/ then? If rt/local/lib/ isn't the done > thing then the only content of that directory is rt/local/WebRT/, > and the only content of _that_ directory is rt/local/WebRT/html/, > and I don't see the point of having two extra levels of hierarchy > that don't contain anything. Note that the way HTML::Mason works is that components will be looked for in local, not HTML files called by Apache. (A component in Mason-speak is anything that is invoked using the <& &> syntax.) Here's an abbreviated look at how HTML pages are served through HTML::Mason: The browser requests a URI, Apache turns it into a path on the system, and then Apache passes control to HTML::Mason (in the form of the RT::Mason package, which is defined in your webmux.pl script), which parses/executes that file. During the execution of that file, HTML::Mason quite often has to look in other places on the filesystem for components; this is where local comes in. HTML::Mason will look in the local hierarchy for things it includes. There are some fudges in there; HTML::Mason has things called autohandlers and dhandlers, which can take over at various spots in the parsing/execution stage, and which are HTML::Mason specific. So why does the second "use lib" line above work? Because it's telling perl, not HTML::Mason, where to look for perl modules. If you have a Mason component that loads My::RT::Module, perl's lib path is searched, not Mason's component root. Clear? Not clear enough? (darren) -- Doubt isn't the opposite of faith; it is an element of faith. -- Paul Tillich, German theologian. From sean at techtarget.com Tue Mar 26 11:13:56 2002 From: sean at techtarget.com (Sean Lutner) Date: 26 Mar 2002 11:13:56 -0500 Subject: [rt-users] Apache setup woes Message-ID: <1017159236.26513.35.camel@pulse.rentul.net> I'm currently in the middle of installing/configuring a rt2 setup. I'm trying to get apache setup. I'm using apache 1.3.24 with mod_perl 1.26 on a solaris 7 machine. Database is mysql, mta is postfix 1.1.5. $RT_PATH is /apps/rt and I have the following in my apache config (taken from the docs on fsck.com) DocumentRoot /apps/rt/WebRT/html ServerName rt.mydomain.com PerlModule Apache::DBI PerlFreshRestart On PerlRequire /apps/rt/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason After setting up my httpd.conf, I ran an apachectl configtest, and I'm getting the following error [/apps/apache/conf] ../bin/apachectl configtest [Tue Mar 26 11:02:23 2002] [error] mkdir /apps/rt/WebRT/data/obj: Permission denied at /usr/local/lib/perl5/site_perl/5.6.0/HTML/Mason/Interp.pm line 180 Compilation failed in require at (eval 5) line 1. Syntax error on line 31 of /apps/apache/conf/httpd.conf: mkdir /apps/rt/WebRT/data/obj: Permission denied at /usr/local/lib/perl5/site_perl/5.6.0/HTML/Mason/Interp.pm line 180 Compilation failed in require at (eval 5) line 1. The permissions on /apps/rt/WebRT/data are [/apps/rt/WebRT/data] ls -ld drwxrwxr-x 2 nobody rt 96 Mar 23 13:55 . Line 31 on httpd.conf is the PerlRequire /apps/rt/bin/webmux.pl I'm about stuck at this point, any help anyone can offer would be greatly appreciated. Thanks Sean -- Sean Lutner Senior Systems & Network Administrator TechTarget, Inc. 117 Kendrick St, Suite 800 Needham, MA 02494 P: 781-657-1337 F: 781-657-1100 E: sean at techtarget.com W: http://www.techtarget.com "Imagination is more important than knowledge." -- Albert Einstein From wash at wananchi.biz Tue Mar 26 11:30:24 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Tue, 26 Mar 2002 19:30:24 +0300 Subject: [rt-users] Apache setup woes In-Reply-To: <1017159236.26513.35.camel@pulse.rentul.net> References: <1017159236.26513.35.camel@pulse.rentul.net> Message-ID: <20020326163024.GY26333@ns2.wananchi.com> * Sean Lutner [20020326 19:23]: wrote: Sean, in the install docs, there are a couple of tips about what you need to do when you change the default install location. I went around this by maintaining consisteny for the location. In your case, I would do cd /apps mkdir opt cd / ln -s /var/opt opt then install RT to /opt/rt2 Try this and see if the perms issues persist. I am also a newbie to RT but from the install docs, this is my first guess. If not then cd /apps chown -R webserver_user:webserver_group rt/ I don't use slowlaris so it may differe, but I guess you get the point, yes?? > I'm currently in the middle of installing/configuring a rt2 setup. I'm > trying to get apache setup. I'm using apache 1.3.24 with mod_perl 1.26 > on a solaris 7 machine. Database is mysql, mta is postfix 1.1.5. > > $RT_PATH is /apps/rt and I have the following in my apache config (taken > from the docs on fsck.com) > > DocumentRoot /apps/rt/WebRT/html > ServerName rt.mydomain.com > PerlModule Apache::DBI > PerlFreshRestart On > PerlRequire /apps/rt/bin/webmux.pl > > SetHandler perl-script > PerlHandler RT::Mason > > > After setting up my httpd.conf, I ran an apachectl configtest, and I'm > getting the following error > > [/apps/apache/conf] ../bin/apachectl configtest > [Tue Mar 26 11:02:23 2002] [error] mkdir /apps/rt/WebRT/data/obj: > Permission denied at > /usr/local/lib/perl5/site_perl/5.6.0/HTML/Mason/Interp.pm line 180 > Compilation failed in require at (eval 5) line 1. > > Syntax error on line 31 of /apps/apache/conf/httpd.conf: > mkdir /apps/rt/WebRT/data/obj: Permission denied at > /usr/local/lib/perl5/site_perl/5.6.0/HTML/Mason/Interp.pm line 180 > Compilation failed in require at (eval 5) line 1. > > The permissions on /apps/rt/WebRT/data are > [/apps/rt/WebRT/data] ls -ld > drwxrwxr-x 2 nobody rt 96 Mar 23 13:55 . > > Line 31 on httpd.conf is the PerlRequire /apps/rt/bin/webmux.pl > > I'm about stuck at this point, any help anyone can offer would be > greatly appreciated. > > Thanks > Sean > > -- > Sean Lutner > Senior Systems & Network Administrator > TechTarget, Inc. > 117 Kendrick St, Suite 800 > Needham, MA 02494 > P: 781-657-1337 > F: 781-657-1100 > E: sean at techtarget.com W: http://www.techtarget.com > > "Imagination is more important than knowledge." -- Albert Einstein > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users -Wash -- Odhiambo Washington "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! :-) ++ "I can't decide whether to commit suicide or go bowling." -- Florence Henderson From smylers at gbdirect.co.uk Tue Mar 26 11:34:44 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Tue, 26 Mar 2002 16:34:44 +0000 (GMT) Subject: [rt-users] Site-specific customization of RT In-Reply-To: <20020326161212.GA24796@boston.com> Message-ID: darren chamberlain wrote: > I hope I can be helpful here; Ta. > Quoting Smylers [Mar 26, 2002 10:12]: > > > > > That was my understanding of the purpose of rt/local/, but > > appears not to be the case. It works for html/, but not lib/. > > That's because the local thing is for HTML::Mason's component root > only, and has nothing to do with perl. perldoc HTML::Mason::Interp suggests that HTML::Mason can take multiple alternative component roots. The fact that it's called "local" is an 'RT' thing rather than being hardcoded into Mason. > > use lib "/usr/local/rt/lib"; > > use lib "/usr/local/rt/local/lib"; > > use lib "/usr/local/rt/etc"; > > This will work, although for completely different reasons than > the reasons that local works for html files and Mason components. Yeah. > > * What should be in rt/local/ then? If rt/local/lib/ isn't the done > > thing then the only content of that directory is rt/local/WebRT/, > > and the only content of _that_ directory is rt/local/WebRT/html/, > > and I don't see the point of having two extra levels of hierarchy > > that don't contain anything. > > Note that the way HTML::Mason works is that components will be > looked for in local, not HTML files called by Apache. Yup. But since Mason doesn't do this by itself, it means somebody specifically designed 'RT' with the rt/local/ in mind. I'm trying to work out _what_ they had in mind. config.pm has these two settings: $MasonComponentRoot = "/usr/local/rt/WebRT/html"; $MasonLocalComponentRoot = "/usr/local/rt/local/WebRT/html"; Why did somebody decide to make that second one what it is, and not, say: $MasonLocalComponentRoot = "/usr/local/rt/local"; The logical conclusion is that there's something else which can go under rt/local/ other than rt/local/local/WebRT/html/. That's why I then tried putting libraries there, since it made sense. > Here's an abbreviated look at how HTML pages are served through > HTML::Mason: The browser requests a URI, Apache turns it into a > path on the system, and then Apache passes control to > HTML::Mason ... That's what I was assuming. Although there's something going on which makes Mason only do this for some types of files -- do you know how to make it try to grab images locally as well: http://lists.fsck.com/pipermail/rt-users/2002-March/007373.html > So why does the second "use lib" line above work? Because it's > telling perl, not HTML::Mason, where to look for perl modules. > If you have a Mason component that loads My::RT::Module, perl's > lib path is searched, not Mason's component root. I follow _why_ it works. It seemed to me to be nicely symmetrical to make the two different paths work like that, which is how I initially mis-interpreted 'RT' as being. When I saw that it wasn't, it was trivial to make it so. My mis-understanding is conceptual rather than technical -- why is rt/local/ like it is, and how does 'RT' envisage that it should be used? Thanks very much for your time on this. Smylers -- GBdirect http://www.gbdirect.co.uk/ From anton at taiga.org Tue Mar 26 12:29:18 2002 From: anton at taiga.org (Anton Andreasson) Date: Tue, 26 Mar 2002 18:29:18 +0100 Subject: [rt-users] ? Can I install RT2 on my ISP w/o being root? Message-ID: (I realize I wasn't too smart sending this mail directly to jesse, so here it is to the list instead) Is there anyway I can install RT on my internet service provider? I have an account called "goteborg" (in group "users") and I'm able to set up new MySql db's using the namespace "goteborg_X" (where X is any character or number). I also have access to sendmail and the perl tests ran just fine. Am I still lost or is there a way for me too..? TIA /Anton, sweden -- Anton Andreasson, anton at taiga.org, PGPid: 0xC6CADDC3 From wash at wananchi.biz Tue Mar 26 12:44:18 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Tue, 26 Mar 2002 20:44:18 +0300 Subject: [rt-users] ? Can I install RT2 on my ISP w/o being root? In-Reply-To: References: Message-ID: <20020326174418.GA1433@ns2.wananchi.com> * Anton Andreasson [20020326 20:35]: wrote: > (I realize I wasn't too smart sending this mail directly to jesse, so > here it is to the list instead) > > Is there anyway I can install RT on my internet service provider? I > have an account called "goteborg" (in group "users") and I'm able to > set up new MySql db's using the namespace "goteborg_X" (where X is > any character or number). I also have access to sendmail and the perl > tests ran just fine. > > Am I still lost or is there a way for me too..? Ask your ISP to create /opt and then give you all the permissions to it. Secondly, you will need to install so many perl modules into the base system - yikes!! Then you will have to be able to modify httpd.conf.. oops.. Of course you have access to MySQL so that will be smooth. ciao -Wash -- Odhiambo Washington "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! :-) ++ Just because you're paranoid doesn't mean they AREN'T after you. From joseph85750 at yahoo.com Tue Mar 26 13:04:32 2002 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Tue, 26 Mar 2002 10:04:32 -0800 (PST) Subject: [rt-users] ? Can I install RT2 on my ISP w/o being root? In-Reply-To: <20020326174418.GA1433@ns2.wananchi.com> Message-ID: <20020326180432.66225.qmail@web13102.mail.yahoo.com> Actually, there's no reason you couldn't start up your own web server (on high port), and have your own perl install, all in your home directory. --- Odhiambo Washington wrote: > * Anton Andreasson [20020326 > 20:35]: wrote: > > (I realize I wasn't too smart sending this mail > directly to jesse, so > > here it is to the list instead) > > > > Is there anyway I can install RT on my internet > service provider? I > > have an account called "goteborg" (in group > "users") and I'm able to > > set up new MySql db's using the namespace > "goteborg_X" (where X is > > any character or number). I also have access to > sendmail and the perl > > tests ran just fine. > > > > Am I still lost or is there a way for me too..? > > > Ask your ISP to create /opt and then give you all > the permissions to it. > Secondly, you will need to install so many perl > modules into the base > system - yikes!! > Then you will have to be able to modify httpd.conf.. > oops.. > Of course you have access to MySQL so that will be > smooth. > > ciao > > > -Wash > > -- > Odhiambo Washington "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! :-) > > ++ > Just because you're paranoid doesn't mean they > AREN'T after you. > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users __________________________________________________ Do You Yahoo!? Yahoo! Movies - coverage of the 74th Academy Awards? http://movies.yahoo.com/ From seth at ttsg.com Tue Mar 26 13:34:02 2002 From: seth at ttsg.com (seth) Date: Tue, 26 Mar 2002 13:34:02 -0500 Subject: [rt-users] permission denied after creating a ticket Message-ID: <3CA0BF1A.1000700@ttsg.com> Hello, weird error. When a user creates a ticket via the web interface (mail works fine) they submit the ticket and get the message "Permission denied to view ticket". The ticket was created fine. If then then click on the "view my open tickets" link they can see the ticket fine. These are unprivliaged users. requestors have the following permissions on the queue... CreateTicket DeleteTicket,ModifyTicket,OwnTicket,ReplyToTicket,SeeQueue,ShowTicket,Watch everyone has permission to SeeQueue and Create Ticket. I have not given permission for them to add./see comments because we are looking to use these for internal remarks and dont wont customers seeing them. Would this cause this error? thanks seth From kpatton at pixim.com Tue Mar 26 14:04:34 2002 From: kpatton at pixim.com (Kirk Patton x111) Date: Tue, 26 Mar 2002 11:04:34 -0800 Subject: [rt-users] CLI problem Message-ID: <20020326110434.L14434@captain.pixim.com> Hello, I recently installed RT 2.0.6 and had a question reguarding the console client "rt". When I try... rt --create --queue=general I get... 'AdminCc of pixim.com Ticket #57':;... List:; syntax illegal for recipient addresses RT::Action::Notify=HASH(0x88e3160): Could not send mail for RT::Transaction=HASH(0x883edb8) Ticket 57 created in queue 'general'. I am thinking I did not seting something I was supposed to in the config file or perhaps I am not specifing a required option on the command line. If anyone has any suggestions on what I may be doing wrong, I could use a clue. :-) P.S. Are the e-mail archives searchable? I tried to find help there first, but there were few posts reguarding the console client. 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 jmottishaw at voyus.com Tue Mar 26 14:50:15 2002 From: jmottishaw at voyus.com (Jeff Mottishaw) Date: Tue, 26 Mar 2002 11:50:15 -0800 Subject: [rt-users] stats Message-ID: <22A8D10172BFD41195B700D0B765C3F002C16D1B@vcsvanntex0> I can't remember who it was that was asking about labels for the axis (on the stats package) its really simple to do.. example in the DayofWeek.html, just above % chop $url; paste this code % $url .= "title=Title%20here%20followed%20by%20a%20space%20"; % $url .= "&y_label=y%20label"; % $url .= "&x_label=x%20label&"; I am a perl rookie, but the graph works for me.. and has a title, and labels on the axis.. hope this helps.. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmottishaw at voyus.com Tue Mar 26 15:11:34 2002 From: jmottishaw at voyus.com (Jeff Mottishaw) Date: Tue, 26 Mar 2002 12:11:34 -0800 Subject: [rt-users] stats Message-ID: <22A8D10172BFD41195B700D0B765C3F002C16D1D@vcsvanntex0> Just another note (sorry for not including this in my original email) % $url .= "&width=750"; % $url .= "&height=400&"; (or whatever numbers you may like) can be added as well to override the default graph size of 400x300 -----Original Message----- From: Jeff Mottishaw Sent: Tuesday, March 26, 2002 11:50 AM To: rt-users at lists.fsck.com Subject: [rt-users] stats I can't remember who it was that was asking about labels for the axis (on the stats package) its really simple to do.. example in the DayofWeek.html, just above % chop $url; paste this code % $url .= "title=Title%20here%20followed%20by%20a%20space%20"; % $url .= "&y_label=y%20label"; % $url .= "&x_label=x%20label&"; I am a perl rookie, but the graph works for me.. and has a title, and labels on the axis.. hope this helps.. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Mar 26 15:16:17 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 26 Mar 2002 15:16:17 -0500 Subject: [rt-users] Site-specific customization of RT In-Reply-To: ; from smylers@gbdirect.co.uk on Tue, Mar 26, 2002 at 03:06:49PM +0000 References: Message-ID: <20020326151617.G18469@fsck.com> Short version: the design of rt/local anticipates future functionality. Where yes, it'll be easy to drop your own modules in rt/local/lib/RT. (And I've got a couple tricks up my sleeve that will make that even easier and more powerful) -j On Tue, Mar 26, 2002 at 03:06:49PM +0000, Smylers wrote: > On Friday I wrote: > > > You can put things under these directories: > > > > rt/local/WebRT/html/ > > rt/local/lib/ > > > > If a file of the same name exists in the local and non-local > > directories, the local one will be used. > > That was my understanding of the purpose of rt/local/, but appears not > to be the case. It works for html/, but not lib/. > > I've easily made it work for lib by editing each of the files in rt/bin > from having these two lines: > > use lib "/usr/local/rt/lib"; > use lib "/usr/local/rt/etc"; > > to these three: > > use lib "/usr/local/rt/lib"; > use lib "/usr/local/rt/local/lib"; > use lib "/usr/local/rt/etc"; > > That's fine. But the fact that I had to do this hacking means that it > isn't how things are supposed to be done, and suggests that I've greatly > misunderstood the purpose of rt/local/. > > * Should I just be putting customized modules under rt/lib/RT, along > with the standard ones? > > * What should be in rt/local/ then? If rt/local/lib/ isn't the done > thing then the only content of that directory is rt/local/WebRT/, > and the only content of _that_ directory is rt/local/WebRT/html/, > and I don't see the point of having two extra levels of hierarchy > that don't contain anything. > > What am I missing here? > > Smylers > -- > GBdirect > http://www.gbdirect.co.uk/ > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > -- http://www.bestpractical.com/products/rt -- Trouble Ticketing. Free. From Kendric.Beachey at garmin.com Tue Mar 26 16:58:45 2002 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Tue, 26 Mar 2002 15:58:45 -0600 Subject: [rt-users] Showing number of hits in Search/Listing.html Message-ID: <3C167C6F2DAAA54B89DABE60D2461FFA53347D@dallas.garmin.com> A user asked if they could have a line added to the Search listing that shows how many rows were returned. I found quickly how to add something to show how many tickets are visible "right now", i.e. on this page, i.e. maybe not the total number of tickets that satisfy the search criteria. This is how I did that: <%$session{'tickets'}->Count()%> tickets shown here. So the next thing I want to do (in case you can't tell) is to show how many hits there are altogether, so it can say something like "50 of 135 total results shown here". I poked around in the code, but I didn't find anything that led me in that direction. How would this be done? -- Kendric Beachey From ges at lumeta.com Tue Mar 26 17:04:32 2002 From: ges at lumeta.com (Glenn Sieb) Date: Tue, 26 Mar 2002 17:04:32 -0500 Subject: [rt-users] RT receives email, but doesn't even try to send... :( Message-ID: <5.1.0.14.0.20020326164713.0300f7f0@mail.corp.lumeta.com> Hi everyone, We have RT 2.0.11 running, on Apache 1.3.23, with mod_ssl and mod_perl. We run postfix 20010228 here... the relevant section of our config.pm follows. Any idea why RT won't even try to email? (I mean it's not even calling the $MailCommand at all.. we replaced sendmail with a script to capture the data for review, and it's not even being called...) Thanks in advance, Glenn #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 = "/usr/sbin/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 $SendmailArguments="-oi -t"; # These arguments are good for sendmail brand sendmail 8 and newer #$SendmailArguments="-oi -ODeliveryMode=b -OErrorMode=m"; # If you selected 'sendmailpipe' above, you MUST specify the path # to your sendmail binary in $SendmailPath. # !! If you did not # select 'sendmailpipe' above, this has no effect!! #$SendmailPath = "/usr/sbin/sendmail"; $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; --- Glenn E. Sieb, System Administrator Lumeta Corp. mailto:ges at lumeta.com +1 732 357-3514 (V) +1 732 564-0731 (Fax) From pdh at snapgear.com Tue Mar 26 17:36:09 2002 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 27 Mar 2002 08:36:09 +1000 Subject: [rt-users] CLI problem In-Reply-To: <20020326110434.L14434@captain.pixim.com> References: <20020326110434.L14434@captain.pixim.com> Message-ID: <20020326223609.GC355@luggage> Kirk Patton x111 wrote: > 'AdminCc of pixim.com Ticket #57':;... List:; syntax illegal for recipient addresses This should probably be in the FAQ, however it is assumed that the installer has followed the instructions in config.pm: # RT can optionally set a "Friendly" 'To:' header when sending messages to # Ccs or AdminCcs (rather than having a blank 'To:' header. # This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL # If you are using sendmail, rather than postfix, qmail, exim or some other MTA, # you _must_ disable this option. $UseFriendlyToLine = undef; From pdh at snapgear.com Tue Mar 26 17:39:42 2002 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 27 Mar 2002 08:39:42 +1000 Subject: [rt-users] RT receives email, but doesn't even try to send... :( In-Reply-To: <5.1.0.14.0.20020326164713.0300f7f0@mail.corp.lumeta.com> References: <5.1.0.14.0.20020326164713.0300f7f0@mail.corp.lumeta.com> Message-ID: <20020326223942.GD355@luggage> Glenn Sieb wrote: > We run postfix 20010228 here... the relevant section of our config.pm > follows. Any idea why RT won't even try to email? (I mean it's not even > calling the $MailCommand at all.. we replaced sendmail with a script to > capture the data for review, and it's not even being called...) This is a FAQ: http://fsck.com/rtfm/article.html?id=5#70 however I suspect you possibly haven't configured any scrips as per http://fsck.com/rtfm/article.html?id=2#50 . From kernel at theoesters.com Tue Mar 26 19:21:29 2002 From: kernel at theoesters.com (Phil Oester) Date: Tue, 26 Mar 2002 16:21:29 -0800 Subject: [rt-users] Bug in 'From' processing in 2.0.12? Message-ID: <001401c1d525$56d65d80$6400a8c0@philxp> In version 2.0.11, line 294 of SendEmail.pm reads: $self->SetHeader('From', "$friendly_name via RT <$replyto>"); In version 2.0.12, it now reads: $self->SetHeader('From', "\"$friendly_name via RT\" <$replyto>"); Users which were autocreated on ticket submission show a 'Real Name' field of: "Last, First" Comments sent from these users now arrive with the following 'From' header: From: ""Last at rthost.mydomain.com, First" via RT" Any ideas why??? -Phil From okrouhly at civ.zcu.cz Wed Mar 27 02:47:11 2002 From: okrouhly at civ.zcu.cz (Jan Okrouhly) Date: Wed, 27 Mar 2002 08:47:11 +0100 (MET) Subject: [rt-users] Bug in 'From' processing in 2.0.12? In-Reply-To: <001401c1d525$56d65d80$6400a8c0@philxp> Message-ID: I'm sure there is the bug (somewhere on RealName handling). I use 2.0.9 and results are similar (RT sometimes generates wrong From column as desc. bellow. The reason is that is sometimes stores Real Name into its database with " characters (I suppose derived from e-mail headers becaus I've seen/successfuly fixed the same bug on RT1). On Tue, 26 Mar 2002, Phil Oester wrote: > In version 2.0.11, line 294 of SendEmail.pm reads: > > $self->SetHeader('From', "$friendly_name via RT <$replyto>"); > > In version 2.0.12, it now reads: > > $self->SetHeader('From', "\"$friendly_name via RT\" <$replyto>"); > > Users which were autocreated on ticket submission show a 'Real Name' > field of: > > "Last, First" > > Comments sent from these users now arrive with the following 'From' > header: > > From: ""Last at rthost.mydomain.com, First" via RT" > > > Any ideas why??? > > -Phil > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > Jan Okrouhly ---------------------------------------\-\-\+\-\-\---okrouhly at civ.zcu.cz--- Laboratory for Computer Science | phone: (420 19) 7491588 University of West Bohemia | location: Univerzitni 22 Americka 42, 306 14 Pilsen, Czech Republic | room: UI404 ------------------------------------------73!-de-OK1INC at OK0PPL.#BOH.CZE.EU- From smylers at gbdirect.co.uk Wed Mar 27 03:53:33 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Wed, 27 Mar 2002 08:53:33 +0000 (GMT) Subject: [rt-users] CLI problem In-Reply-To: <20020326110434.L14434@captain.pixim.com> Message-ID: Yesterday Kirk Patton x111 wrote: > P.S. > Are the e-mail archives searchable? Yes: http://lists.fsck.com/search.html Smylers -- GBdirect http://www.gbdirect.co.uk/ From smylers at gbdirect.co.uk Wed Mar 27 04:31:12 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Wed, 27 Mar 2002 09:31:12 +0000 (GMT) Subject: [rt-users] Site-specific customization of RT In-Reply-To: <20020326151617.G18469@fsck.com> Message-ID: Yesterday Jesse Vincent wrote: > Short version: the design of rt/local anticipates future > functionality. Excellent -- anticipating future functionality is one of my favourite hobbies! > Where yes, it'll be easy to drop your own modules in rt/local/lib/RT. That sounds good. To get this to work, I only had to add an extra use lib in rt/bin/*. To make this work for people in general I reckon the only place needing changing is the Makefile. A quick test of replacing the two occurrences of: s'!!RT_LIB_PATH!!'$(RT_LIB_PATH)'g;"\ with: s'!!RT_LIB_PATH!!'$(RT_PATH)/local/lib\", \"$(RT_LIB_PATH)'g;"\ seems to work for me. Something using another Makefile variable or two to do that less hackily wouldn't be too much more work. > (And I've got a couple tricks up my sleeve that will make that even > easier and more powerful) I was going to offer to do the above properly and submit a patch to rt-devel, if you'd like. But if you've already got a Cunning Plan and would rather I just waited, then I'll stop interfering .. Smylers -- GBdirect http://www.gbdirect.co.uk/ From sven.sternberger at desy.de Wed Mar 27 04:41:09 2002 From: sven.sternberger at desy.de (Sven Sternberger) Date: 27 Mar 2002 10:41:09 +0100 Subject: [rt-users] The old bcc stuff! Message-ID: <1017222069.4182.79.camel@zitpcx3298> Hi! I try to find a way to send "Admin-Bcc". For our organisation and for the success of our RT project it is important to hide the address of the admin staff. But after searchin through the mailing list and the code I only found bcc in the ticket update section. Is it still impossible to define a admin-bcc for a queue? bye! sven -- ---------------------------------------------------------------------------- Sven Sternberger Tel.: +49 (0) 40 8998 4397 Desy Email: sven.sternberger at desy.de Notkestr. 85 D-22607 Hamburg From jesse at bestpractical.com Wed Mar 27 06:24:04 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 27 Mar 2002 06:24:04 -0500 Subject: [rt-devel] Re: [rt-users] Bug in 'From' processing in 2.0.12? In-Reply-To: ; from okrouhly@civ.zcu.cz on Wed, Mar 27, 2002 at 08:47:11AM +0100 References: <001401c1d525$56d65d80$6400a8c0@philxp> Message-ID: <20020327062404.H18469@fsck.com> Simon Cozens submitted the following patch: http://fsck.com/rt2/Ticket/Display.html?id=1348 (login as guest/guest) Does this make things better? On Wed, Mar 27, 2002 at 08:47:11AM +0100, Jan Okrouhly wrote: > I'm sure there is the bug (somewhere on RealName handling). > I use 2.0.9 and results are similar (RT sometimes generates wrong From > column as desc. bellow. The reason is that is sometimes stores Real Name > into its database with " characters (I suppose derived from e-mail > headers becaus I've seen/successfuly fixed the same bug on RT1). > > On Tue, 26 Mar 2002, Phil Oester wrote: > > > In version 2.0.11, line 294 of SendEmail.pm reads: > > > > $self->SetHeader('From', "$friendly_name via RT <$replyto>"); > > > > In version 2.0.12, it now reads: > > > > $self->SetHeader('From', "\"$friendly_name via RT\" <$replyto>"); > > > > Users which were autocreated on ticket submission show a 'Real Name' > > field of: > > > > "Last, First" > > > > Comments sent from these users now arrive with the following 'From' > > header: > > > > From: ""Last at rthost.mydomain.com, First" via RT" > > > > > > Any ideas why??? > > > > -Phil > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > > Jan Okrouhly > ---------------------------------------\-\-\+\-\-\---okrouhly at civ.zcu.cz--- > Laboratory for Computer Science | phone: (420 19) 7491588 > University of West Bohemia | location: Univerzitni 22 > Americka 42, 306 14 Pilsen, Czech Republic | room: UI404 > ------------------------------------------73!-de-OK1INC at OK0PPL.#BOH.CZE.EU- > > > _______________________________________________ > rt-devel mailing list > rt-devel at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-devel > -- http://www.bestpractical.com/products/rt -- Trouble Ticketing. Free. From wash at wananchi.biz Wed Mar 27 11:33:47 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Wed, 27 Mar 2002 19:33:47 +0300 Subject: [rt-users] Installation of NotifyWithAttachment Message-ID: <20020327163347.GA49300@ns2.wananchi.com> This could be fairly trivial thing to do but being a newbie, and trying to walk before crawling long enough, I am in need of this functionality but even after reading the .README from the contrib, I still cannot figure out what goes where. Now I think I need to be hand-held in order to stand up ;-) Anyone willing to give a 1-2-3 of using that contributed module?? Thanking you in advance. -Wash -- Odhiambo Washington "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! :-) ++ A banker is a fellow who lends you his umbrella when the sun is shining and wants it back the minute it begins to rain. -- Mark Twain From johnstong at westmancom.com Wed Mar 27 11:39:31 2002 From: johnstong at westmancom.com (Graham Johnston) Date: Wed, 27 Mar 2002 10:39:31 -0600 Subject: [rt-users] expanding the Tickets table Message-ID: I want to add a single field to the tickets table in order to reference tickets based on a field from another DB. I was guessing that I needed to add some to the affect of "" to the Create.html page. Followed by modifications to Display.html and probably the Ticket.pm file. But I just don't know exactly (Perl is not my forte). Any help would be appreciated Graham Johnston Network Consultant Westman Business a division of Westman Communications Group 204.725.4300 ext 382 johnstong at westmancom.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From joerg.eichhorn at ponton-consulting.de Wed Mar 27 13:10:17 2002 From: joerg.eichhorn at ponton-consulting.de (Joerg Eichhorn) Date: Wed, 27 Mar 2002 19:10:17 +0100 Subject: [rt-users] Reply to an message with binary attachments Message-ID: <000801c1d5ba$a74f25e0$4dc8a8c0@PONTON.PRV> Hi, when i reply to a ticket with attachments, the message text is not quoted. With message without any attachement is works fine. When there are text attachments in the message, the text attachment is quoted, but the message text itself not. Any ideas ? Cheers, Joerg Eichhorn From ges at lumeta.com Wed Mar 27 13:34:51 2002 From: ges at lumeta.com (Glenn Sieb) Date: Wed, 27 Mar 2002 13:34:51 -0500 Subject: [rt-users] RT receives email, but doesn't even try to send... :( Message-ID: <5.1.0.14.0.20020327133447.025cc4a8@mail.corp.lumeta.com> On 08:39 AM 3/27/2002 +1000, Phil Homewood wrote: >This is a FAQ: > >http://fsck.com/rtfm/article.html?id=5#70 Thanks for the pointer to the FAQ. I hadn't seen it elsewhere. :) However, we have the following scrips set: OnCreate AutoreplyToRequestors with template Autoreply OnCorrespond NotifyAllWatchers with template Correspondence OnComment NotifyAdminCcsAsComment with template AdminComment OnTransaction NotifyRequestorsAndCcsAsComment with template Transaction OnResolve NotifyRequestors with template Resolved OnCreate NotifyAdminCcs with template Transaction Any ideas? Thanks, Glenn --- Glenn E. Sieb, System Administrator Lumeta Corp. mailto:ges at lumeta.com +1 732 357-3514 (V) +1 732 564-0731 (Fax) From KFerguso at chi.navtech.com Wed Mar 27 13:42:55 2002 From: KFerguso at chi.navtech.com (Ferguson, Kevin) Date: Wed, 27 Mar 2002 12:42:55 -0600 Subject: [rt-users] Installation of NotifyWithAttachment Message-ID: <91468650040FD411A51100104B63E23102E28110@postman.chi.navtech.com> Wash, I just installed this myself recently. Grab the tarball and unpack it. You will see three files, the README, the perl module (.pm) and the insert action database script (.pl) Read the README Copy the perl module to rt2/lib/RT/Action/ (since this is a ScripAction) execute the insert database script - this adds NotifyWithAttachment to the list of known ScripActions. Then, use this action in a scrip or your choosing. I modified the OnCorrespond script to use this action instead of NotifyAllWatchers. NOTE: I found a misspelled hash key in my copy of NotifyWithAttachment.pm Around line 54, change "Disposisiton" to "Disposition" hth, kevin > -----Original Message----- > From: Odhiambo Washington [mailto:wash at wananchi.biz] > Sent: Wednesday, March 27, 2002 10:34 AM > To: Request Tracker Help > Subject: [rt-users] Installation of NotifyWithAttachment > > > This could be fairly trivial thing to do but being a newbie, > and trying to walk > before crawling long enough, I am in need of this > functionality but even after > reading the .README from the contrib, I still cannot figure > out what goes where. > > Now I think I need to be hand-held in order to stand up ;-) > Anyone willing to > give a 1-2-3 of using that contributed module?? > > Thanking you in advance. > > > > -Wash > > -- > Odhiambo Washington "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! :-) > > ++ > A banker is a fellow who lends you his umbrella when the sun > is shining > and wants it back the minute it begins to rain. > -- Mark Twain > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From mrz at intelenet.net Wed Mar 27 14:24:51 2002 From: mrz at intelenet.net (matthew zeier) Date: Wed, 27 Mar 2002 11:24:51 -0800 Subject: [rt-users] multiple users, one "login" view ? Message-ID: <011001c1d5c5$11902ee0$7a180a0a@MRZTP> Is there away I can group multiple user logins (customers) under the same group so when they login they see all open tickets for their group (company) ? - mz -- matthew zeier - "In mathematics you don't understand things. You just get used to them." - John von Newmann From kernel at theoesters.com Wed Mar 27 17:43:40 2002 From: kernel at theoesters.com (Phil Oester) Date: Wed, 27 Mar 2002 14:43:40 -0800 Subject: [rt-devel] Re: [rt-users] Bug in 'From' processing in 2.0.12? In-Reply-To: <20020327062404.H18469@fsck.com> Message-ID: <005001c1d5e0$d775b290$6400a8c0@philxp> That doesn't help, as it appears to just fixup 'Real Name' fields which have email addresses in them. The problem here (I believe) is caused by Sendmail mangling the 'From' field if it has quotes. It adds the name of the host. So, as shown earlier, a real name of: "Last, First" Gets converted by SendEmail.pm to: From: ""Last, First" via RT" Then, once Sendmail gets ahold of it, it mangles it thusly: From: ""Last at rthost.mydomain.com, First" via RT" So - aside from trying to fix sendmail (hopeless), I think the following snippet will work : --- po.pm Wed Mar 27 12:01:49 2002 +++ SendEmail.pm Wed Mar 27 17:42:18 2002 @@ -291,8 +291,11 @@ unless ($self->TemplateObj->MIMEObj->head->get('From')) { my $friendly_name=$self->TransactionObj->CreatorObj->RealName; + if ($friendly_name =~ /^\".*\"$/) { # Real Name is in quotes + $friendly_name =~ s/"//g; + } # TODO: this "via RT" should really be site-configurable. - $self->SetHeader('From', "\"$friendly_name via RT\" <$replyto>"); + $self->SetHeader('From', "$friendly_name via RT <$replyto>"); } unless ($self->TemplateObj->MIMEObj->head->get('Reply-To')) { -Phil -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Jesse Vincent Sent: Wednesday, March 27, 2002 3:24 AM To: Jan Okrouhly Cc: Phil Oester; rt-users at lists.fsck.com; rt-devel at lists.fsck.com Subject: Re: [rt-devel] Re: [rt-users] Bug in 'From' processing in 2.0.12? Simon Cozens submitted the following patch: http://fsck.com/rt2/Ticket/Display.html?id=1348 (login as guest/guest) Does this make things better? On Wed, Mar 27, 2002 at 08:47:11AM +0100, Jan Okrouhly wrote: > I'm sure there is the bug (somewhere on RealName handling). > I use 2.0.9 and results are similar (RT sometimes generates wrong From > column as desc. bellow. The reason is that is sometimes stores Real Name > into its database with " characters (I suppose derived from e-mail > headers becaus I've seen/successfuly fixed the same bug on RT1). > > On Tue, 26 Mar 2002, Phil Oester wrote: > > > In version 2.0.11, line 294 of SendEmail.pm reads: > > > > $self->SetHeader('From', "$friendly_name via RT <$replyto>"); > > > > In version 2.0.12, it now reads: > > > > $self->SetHeader('From', "\"$friendly_name via RT\" <$replyto>"); > > > > Users which were autocreated on ticket submission show a 'Real Name' > > field of: > > > > "Last, First" > > > > Comments sent from these users now arrive with the following 'From' > > header: > > > > From: ""Last at rthost.mydomain.com, First" via RT" > > > > > > Any ideas why??? > > > > -Phil > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > > Jan Okrouhly > ---------------------------------------\-\-\+\-\-\---okrouhly at civ.zcu.cz --- > Laboratory for Computer Science | phone: (420 19) 7491588 > University of West Bohemia | location: Univerzitni 22 > Americka 42, 306 14 Pilsen, Czech Republic | room: UI404 > ------------------------------------------73!-de-OK1INC at OK0PPL.#BOH.CZE. EU- > > > _______________________________________________ > rt-devel mailing list > rt-devel at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-devel > -- http://www.bestpractical.com/products/rt -- Trouble Ticketing. Free. _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users From jesse at bestpractical.com Wed Mar 27 23:16:35 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 27 Mar 2002 23:16:35 -0500 Subject: [rt-users] [rt-announce] RT 2.0.13 - CRITICAL FIX FOR REMOTE EXPLOIT Message-ID: <20020327231635.A20019@fsck.com> 45 minutes ago, I was informed of a remotely exploitable bug in RT 2.0's password verification routine that can allow remote users who have HTTP access to an RT instance's web interface to gain administrative permissions. This bug affects ALL releases of RT 2.0 prior to 2.0.13. RT 2.0.13, which resolves this issue, is immediately available from: http://fsck.com/pub/rt/release/rt-2-0-13.tar.gz Aside from the security fix, this release is identical to RT 2.0.12. If you can not immediately upgrade your RT instance, you MUST execute the following SQL statement to protect your RT instance from exploitation: update Users set Password = '*LOCK*' where Password is null; This SQL statement does not need to be executed if you upgrade to RT 2.0.13. Jesse Vincent Best Practical Solutions, LLC -- http://www.bestpractical.com/products/rt -- Trouble Ticketing. Free. _______________________________________________ rt-announce mailing list rt-announce at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-announce From che at debian.org Thu Mar 28 01:04:47 2002 From: che at debian.org (Ben Gertzfield) Date: Thu, 28 Mar 2002 15:04:47 +0900 Subject: [rt-users] [PATCH] Japanese support in RT 2.0.13 In-Reply-To: <87664cr91v.fsf@nausicaa.interq.or.jp> (Ben Gertzfield's message of "Mon, 04 Mar 2002 18:12:12 +0900") References: <87664cr91v.fsf@nausicaa.interq.or.jp> Message-ID: <87sn6ltegw.fsf@nausicaa.interq.or.jp> Here's an updated version of the Japanese patch for the latest RT release, 2.0.13. (A few changes were needed to get it to work with 2.0.12, and I didn't get to mail the 2.0.12 patch before 2.0.13 came out.) This patch will likely not work with any other languages besides English and Japanese, and will in fact break if you use other languages in email or web. Ben diff -ruN rt-2-0-13.orig/lib/RT/Action/SendEmail.pm rt-2-0-13/lib/RT/Action/SendEmail.pm --- rt-2-0-13.orig/lib/RT/Action/SendEmail.pm Thu Feb 28 15:49:09 2002 +++ rt-2-0-13/lib/RT/Action/SendEmail.pm Thu Mar 28 15:03:35 2002 @@ -2,6 +2,8 @@ # Copyright 2000 Jesse Vincent and Tobias Brox # Released under the terms of the GNU Public License +use Jcode; + package RT::Action::SendEmail; require RT::Action::Generic; @@ -98,6 +100,21 @@ $MIMEObj->make_singlepart; + + if (Jcode::getcode($MIMEObj->as_string) ne 'ascii') { + $MIMEObj->head->set('content-type', 'text/plain; charset=iso-2022-jp'); + $MIMEObj->head->set('content-transfer-encoding', '7bit'); + $MIMEObj->head->set('mime-version', '1.0'); + my $body_r = $MIMEObj->bodyhandle->open("r"); + my $body; + while (defined($_ = $body_r->getline)) { + $body .= Jcode->new($_)->iso_2022_jp; + } + $body_r->close; + my $body_w = $MIMEObj->bodyhandle->open("w"); + $body_w->print($body); + $body_w->close; + } #If we don't have any recipients to send to, don't send a message; @@ -113,7 +130,7 @@ $self->SetHeader('To', join(',', @{$self->{'PseudoTo'}})) if ( (@{$self->{'PseudoTo'}}) and (! $MIMEObj->head->get('To'))); - + if ($RT::MailCommand eq 'sendmailpipe') { open (MAIL, "|$RT::SendmailPath $RT::SendmailArguments") || return(0); print MAIL $MIMEObj->as_string; @@ -292,6 +309,10 @@ unless ($self->TemplateObj->MIMEObj->head->get('From')) { my $friendly_name=$self->TransactionObj->CreatorObj->RealName; # TODO: this "via RT" should really be site-configurable. + # hack for Japanese - che at debian.org + if (Jcode::getcode($friendly_name) ne 'ascii') { + $friendly_name = Jcode->new($friendly_name)->mime_encode(); + } $self->SetHeader('From', "\"$friendly_name via RT\" <$replyto>"); } @@ -396,7 +417,8 @@ sub SetSubject { my $self = shift; - unless ($self->TemplateObj->MIMEObj->head->get('Subject')) { + my $subj = $self->TemplateObj->MIMEObj->head->get('Subject'); + if (not $subj) { my $message=$self->TransactionObj->Message; my $ticket=$self->TicketObj->Id; @@ -423,11 +445,21 @@ $subject =~ s/(\r\n|\n|\s)/ /gi; + # hack for Japanese + if (Jcode::getcode($subject) ne 'ascii') { + $subject = Jcode->new($subject)->mime_encode(); + } + chomp $subject; $self->SetHeader('Subject',$subject); - - } - return($subject); + return $subject; + } elsif (Jcode::getcode($subj) ne 'ascii') { + my $newsubj = Jcode->new($subject)->mime_encode(); + $self->SetHeader('Subject', $newsubj); + return $newsubj; + } else { + return $subj; + } } # }}} diff -ruN rt-2-0-13.orig/lib/RT/Interface/Email.pm rt-2-0-13/lib/RT/Interface/Email.pm --- rt-2-0-13.orig/lib/RT/Interface/Email.pm Tue Feb 19 08:14:35 2002 +++ rt-2-0-13/lib/RT/Interface/Email.pm Thu Mar 28 15:00:20 2002 @@ -6,6 +6,7 @@ use strict; use Mail::Address; use MIME::Entity; +use Jcode; BEGIN { use Exporter (); @@ -246,8 +247,14 @@ # }}} (temporary directory) #Ok. now that we're set up, let's get the stdin. + + # Hack for Japanese. + my $body = ''; + while (defined(my $line = )) { + $body .= Jcode->new($line)->euc; + } my $entity; - unless ($entity = $parser->read(\*STDIN)) { + unless ($entity = $parser->parse_data($body)) { die "couldn't parse MIME stream"; } #Now we've got a parsed mime object. @@ -260,10 +267,15 @@ $head->unfold; # TODO - information about the charset is lost here! - $head->decode; + #$head->decode; + foreach my $header (qw(Subject To From Cc)) { + if ($head->count($header)) { + $head->replace($header, + Jcode->new($head->get($header))->mime_decode->euc); + } + } return ($entity, $head); - } # }}} -- Brought to you by the letters Z and M and the number 13. "You forgot Uranus." "Goooooooooodnight everybody!" Debian GNU/Linux maintainer of Gimp and Nethack -- http://www.debian.org/ From smylers at gbdirect.co.uk Thu Mar 28 04:47:08 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Thu, 28 Mar 2002 09:47:08 +0000 (GMT) Subject: [rt-devel] Re: [rt-users] Bug in 'From' processing in 2.0.12? In-Reply-To: <005001c1d5e0$d775b290$6400a8c0@philxp> Message-ID: Yesterday Phil Oester wrote: > That doesn't help, as it appears to just fixup 'Real Name' fields which > have email addresses in them. > > The problem here (I believe) is caused by Sendmail mangling the 'From' > field if it has quotes. 'Sendmail' isn't mangling the field; the field is actually broken according to RFC 2822. > ... a real name of: > > "Last, First" > > Gets converted by SendEmail.pm to: > > From: ""Last, First" via RT" If certain punctuation characters appear in the display name portion of an e-mail address, then the entire display name must be quoted. So this is allowed: $friendly_name = 'Homer Simpson'; Homer Simpson But the dot here requires the quote marks: $friendly_name = 'Homer J. Simpson'; "Homer J. Simpson" 'RT' is quoting the display name after it's added " via RT". This should never do any harm -- quoting display names that don't have any punctuation characters in them, so either of these are fine: "Homer Simpson via RT" "Homer J. Simpson via RT" Trouble is if $friendly_name has a quote mark in it already: $friendly_name = '"Homer J. Simpson"'; 'RT' is then mangling this into: ""Homer J. Simpson" via RT" Ooops. Now we have an empty comment at the beginning "" then we have Homer unquoted, which 'Sendmail' will treat as a local address and turn into Homer at localhost. That isn't a 'Sendmail' but -- unquoted single-words are _supposed_ to be local addresses! > So - aside from trying to fix sendmail (hopeless), I think the following > snippet will work : > > - $self->SetHeader('From', "\"$friendly_name via RT\" <$replyto>"); > + $self->SetHeader('From', "$friendly_name via RT <$replyto>"); That still won't work. A string with a dot but no quotes: $friendly_name = 'Homer J. Simpson'; Homer J. Simpson via RT That unquoted dot isn't permitted in the address. But even in the case where $friendly_name already had quotes in it: $friendly_name = '"Homer J. Simpson"'; "Homer J. Simpson" via RT That isn't permitted, because only part of the display name is quoted -- either all or none of it should be. So SendMail.pm _should_ be adding quote marks round the entire display name. The problem is with $friendly_name already having quote marks in it. I'd've thought that keeping the original line is more appropriate, just removing internal quotes first: $friendly_name =~ tr/"//d; $self->SetHeader('From', "\"$friendly_name via RT\" <$replyto>"); Smylers -- GBdirect http://www.gbdirect.co.uk/ From wash at wananchi.biz Thu Mar 28 05:54:19 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Thu, 28 Mar 2002 13:54:19 +0300 Subject: [rt-users] Notification sent when a ticket is open Message-ID: <20020328105419.GI24820@ns2.wananchi.com> Hello gang, I have just two questions nefore you head out for Easter. 1. I have installed the contrib modules NotifyAsCommentWithAttachment.pm NotifyWithAttachment.pm However I am not sure as to what the next step is. Do I have to configure something else in order for this to work? I did a test by sending an attachment but the attachment doesn't go with the e-mail. However a link is sent to the requestor but when they hit it, it prompts them to login. They do not have login access. How do I go about this? 2. This is possibly a FAQ but I don't seem to find where it. When I change the status from "new" to "open" an e-mail is sent to the requestor that the status changed to open. This is not good because I consider that _internal_ , but how to I rectify this. I only want the ticket sent initially, then after resolve the final e-mail is sent. Thanks for advise. H A P P Y E A S T E R T O A L L. -Wash -- Odhiambo Washington "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! :-) ++ UFO's are for real: the Air Force doesn't exist. From smylers at gbdirect.co.uk Thu Mar 28 06:12:47 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Thu, 28 Mar 2002 11:12:47 +0000 (GMT) Subject: [rt-users] Notification sent when a ticket is open In-Reply-To: <20020328105419.GI24820@ns2.wananchi.com> Message-ID: Odhiambo Washington wrote: > 1. I have installed the contrib modules > > NotifyAsCommentWithAttachment.pm > NotifyWithAttachment.pm > > However I am not sure as to what the next step is. Do I have to > configure something else in order for this to work? Those (presumably; I haven't tried using attachments yet) add scrip actions to your system. Do you have any scrips using them? > 2. When I change the status from "new" to "open" an e-mail is sent to > the requestor that the status changed to open. This is not good > because I consider that _internal_ , but how to I rectify this. I only > want the ticket sent initially, then after resolve the final e-mail is > sent. There's a scrip condition OnStatus, which triggers when a ticket's status changes. There's also OnTransaction, which triggers when _anything_ happens. You've got a scrip with one of those conditions which is notifying the requestor. It sounds like you only want to notify the requestor OnCorrespond, or possibly OnResolve as well. Smylers -- GBdirect http://www.gbdirect.co.uk/ From y.fitterer at ram.ac.uk Thu Mar 28 07:51:35 2002 From: y.fitterer at ram.ac.uk (Yan Fitterer) Date: Thu, 28 Mar 2002 12:51:35 -0000 Subject: [rt-users] RT 2.0.13 upgrade on Redhat 7.2 Message-ID: <3CA311F1.11648.CC7F4A@localhost> Hi, Has anybody managed to get RT working on a Redhat 7.2 install? Had 2.0.4 working like a charm for a while, then upgraded Redhat to 7.2. No problems. Then upgraded RT to 2.0.13 - and Apache dies on startup. No messages in any of the logs (rt, Apache, or the system log). make testdeps is happy, and I have as well upgraded manually all required packages by hand. Any ideas? Bit lost at what to do, with no errors to follow anywhere! Thanks Yan -- Yan Fitterer IT Manager, Royal Academy of Music E-mail : y.fitterer at ram.ac.uk Marylebone Rd, London, NW1 5HT Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364 From alexandj at fortrex.com Thu Mar 28 08:21:44 2002 From: alexandj at fortrex.com (Alexander, John) Date: Thu, 28 Mar 2002 08:21:44 -0500 Subject: [rt-users] SQL fix Message-ID: <31AF5A186939D4119C6100104B23BF8523E48F@tiger.fortrex.com> For those of us who aren't that conversant in issuing SQL statements to MySQL, could someone lay out the steps to apply the SQL fix that Jesse has published. I'm running RT 2.0.11 and cannot upgrade for some time. ---------------------------------------------------------------------------- ------------ John Alexander john.alexander at fortrex.com Network Security Operations phone: 301-977-6966 Fortrex Technologies, Inc fax: 301-947-3539 Gaithersburg, MD http://www.fortrex.com Because Your Information is Your Business From matthew.disney at fedex.com Thu Mar 28 08:55:37 2002 From: matthew.disney at fedex.com (Matt Disney) Date: Thu, 28 Mar 2002 07:55:37 -0600 Subject: [rt-users] SQL fix In-Reply-To: <31AF5A186939D4119C6100104B23BF8523E48F@tiger.fortrex.com> References: <31AF5A186939D4119C6100104B23BF8523E48F@tiger.fortrex.com> Message-ID: <200203281354.g2SDshN13526@nfsb.ecdev.fedex.com> I would recommend becoming familiar with mysql usage and routine maintenance (indexes, dumps, etc...) if you are running RT. But that doesn't help you much right now, so below I'll try and list out the steps you can take to run the update. Let's say you have mysql installed in the prefix /usr/local/mysql. You would run: /usr/local/mysql/bin/mysql -u rt_db_user -p rt_db_name ... where "rt_db_user" is your RT database username and "rt_db_name" is the database name for RT (I believe the default on that is rt2). After you run this command, you'll be prompted for a password. You want to enter the RT database password. You can look in your RT's config.pm for these options. You may also need to pass the "-h" flag along with the hostname of your mysql server. I guess I should just say that depending on your setup, you may need additional command line parameters to get into mysql. After you get logged into mysql, you'll be dropped into an interactive mysql shell. That's where you type the update statement Jesse sent out: update Users set Password = '*LOCK*' where Password is null; Type exit to quit mysql and that should do it. Hope that helps and that I haven't mislead you at all! (I feel pretty confident about the info above, but follow at your own risk! ;-) Matt "Alexander, John" writes: >For those of us who aren't that conversant in issuing SQL statements to >MySQL, could someone lay out the steps to apply the SQL fix that Jesse has >published. I'm running RT 2.0.11 and cannot upgrade for some time. > > >---------------------------------------------------------------------------- >------------ >John Alexander john.alexander at fortrex.com >Network Security Operations phone: 301-977-6966 >Fortrex Technologies, Inc fax: 301-947-3539 >Gaithersburg, MD >http://www.fortrex.com > >Because Your Information is Your Business > > > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > From Kendric.Beachey at garmin.com Thu Mar 28 09:30:17 2002 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Thu, 28 Mar 2002 08:30:17 -0600 Subject: [rt-users] SQL fix Message-ID: <3C167C6F2DAAA54B89DABE60D2461FFA53349F@dallas.garmin.com> > -----Original Message----- > From: Matt Disney [mailto:matthew.disney at fedex.com] > Sent: Thursday, March 28, 2002 7:56 AM > To: rt-users at lists.fsck.com > Subject: Re: [rt-users] SQL fix > > After you get logged into mysql, you'll be dropped into an > interactive mysql shell. That's where you type the update statement > Jesse sent out: > > update Users set Password = '*LOCK*' where Password is null; > > Type exit to quit mysql and that should do it. If your mysql setup is like mine, you'll have to do "use rt2;" first before you can do that update statement. Otherwise it won't know which database you're talking about. -- Kendric Beachey -------------- next part -------------- An HTML attachment was scrubbed... URL: From smylers at gbdirect.co.uk Thu Mar 28 09:55:38 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Thu, 28 Mar 2002 14:55:38 +0000 (GMT) Subject: [rt-users] SQL fix In-Reply-To: <3C167C6F2DAAA54B89DABE60D2461FFA53349F@dallas.garmin.com> Message-ID: Beachey, Kendric wrote: > > From: Matt Disney [mailto:matthew.disney at fedex.com] > > > > After you get logged into mysql, you'll be dropped into an > > interactive mysql shell. That's where you type the update statement > > Jesse sent out: > > > > update Users set Password = '*LOCK*' where Password is null; > > If your mysql setup is like mine, you'll have to do "use rt2;" first > before you can do that update statement. Otherwise it won't know > which database you're talking about. Ah, but part of Matt's instructions that you snipped include: /usr/local/mysql/bin/mysql -u rt_db_user -p rt_db_name ... where "rt_db_user" is your RT database username and "rt_db_name" is the database name for RT (I believe the default on that is rt2). Because "rt2" was specified at the end of the command line, 'MySQL' will use that database. Smylers -- GBdirect http://www.gbdirect.co.uk/ From shauwn at relay.boerde.de Thu Mar 28 11:11:42 2002 From: shauwn at relay.boerde.de (Frank Reppin) Date: Thu, 28 Mar 2002 17:11:42 +0100 (CET) Subject: [rt-users] RT 2.0.13 upgrade on Redhat 7.2 In-Reply-To: <3CA311F1.11648.CC7F4A@localhost> Message-ID: On Thu, 28 Mar 2002, Yan Fitterer wrote: > Hi, Hello, > > Has anybody managed to get RT working on a Redhat 7.2 install? > Yes, I tested this with success. > Had 2.0.4 working like a charm for a while, then upgraded Redhat > to 7.2. No problems. > > Then upgraded RT to 2.0.13 - and Apache dies on startup. No > messages in any of the logs (rt, Apache, or the system log). > I had exactly the same problem. Solution : compiling mod_perl *into* apache sources solved it (as mentioned in the FAQ too) solved my problems and since then it works great. > make testdeps is happy, and I have as well upgraded manually all > required packages by hand. > > Any ideas? Bit lost at what to do, with no errors to follow anywhere! > I hope this helps you > Thanks > Yan friendly regards, Frank Reppin -- Heidestr. 15 39112 Magdeburg Germany > -- > Yan Fitterer > IT Manager, Royal Academy of Music > E-mail : y.fitterer at ram.ac.uk > Marylebone Rd, London, NW1 5HT > Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364 > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > From wash at wananchi.biz Thu Mar 28 11:37:17 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Thu, 28 Mar 2002 19:37:17 +0300 Subject: [rt-users] Installation of NotifyWithAttachment In-Reply-To: <91468650040FD411A51100104B63E23102E28112@postman.chi.navtech.com> References: <91468650040FD411A51100104B63E23102E28112@postman.chi.navtech.com> Message-ID: <20020328163717.GB43980@ns2.wananchi.com> * Ferguson, Kevin [20020328 18:42]: wrote: > > > > -----Original Message----- > > From: Odhiambo Washington [mailto:wash at wananchi.biz] > > Sent: Thursday, March 28, 2002 5:05 AM > > To: Ferguson, Kevin > > Subject: Re: [rt-users] Installation of NotifyWithAttachment > > > > > > * Ferguson, Kevin [20020327 21:42]: wrote: > > > > > > Then, use this action in a scrip or your choosing. I modified the > > > OnCorrespond script to use this action instead of NotifyAllWatchers. > > > > here is where I have issues: Does your scrip read like mine below? > > > > OnCorrespond Notify-CORRESP/ATTACH-Requestor,Cc with template > Correspondence > > I don't know where your action names came from. I see these action names in the perl script that is used to install the perl modules!! Did you use it? I've attached it - installer.pl > My original action was > > OnCorrespond NotifyAllWatchers with template Correspondence > > I changed this to > > OnCorrespond NotifyWithAttachment with template Correspondence > > NotifyWithAttachment is the same as NotifyAllWatchers but with attachments. > > > > > The other question that I've posted (unfortunately I hadn't > > read your e-mail) > > regards notifications. Why are my requestors getting notified > > when a ticket > > status changes to 'open'?? > > Do you have a OnTransaction scrip setup? No I don't.... -Wash -- Odhiambo Washington "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! :-) ++ Take it easy, we're in a hurry. -------------- next part -------------- A non-text attachment was scrubbed... Name: installer.pl Type: application/x-perl Size: 2006 bytes Desc: not available URL: From y.fitterer at ram.ac.uk Thu Mar 28 13:00:31 2002 From: y.fitterer at ram.ac.uk (Yan Fitterer) Date: Thu, 28 Mar 2002 18:00:31 -0000 Subject: [rt-users] Re: RT 2.0.13 upgrade on Redhat 7.2 In-Reply-To: Message-ID: <3CA35A81.18145.1E7F42E@localhost> Thanks Paul, I've now fixed it by compiling Apache manually (as opposed to the RH rpms) and built mod_perl within Apache (as recommended in the FAQ ...). I'm now off to figure out how to enable SSL in all this. Good luck with your, Yan ---- On 28 Mar 2002, at 15:05, Paul.Taylor at equifax.com wrote: ---- > Yan, > > Going through the same 'pain' myself at the moment but > with 2.0.12. Now I've just read the security alert it will be 2.0.13. > I'll drop a note to the list once I get it resolved. > > My current issue is that mod_perl seems to be compiled up with > perl 5.6.0, but make fixdeps upgraded perl to 5.6.1. > > The strategy I was about to pursue was to subscribe to the RedHat > Network, get RH7.2 upgraded (hopefully including perl / Apache) and > progress from there. > > Regards > > Paul Taylor > Technical Consultant > Equifax > > > > ================== > > Message: 11 > From: "Yan Fitterer" > Organization: Royal Academy of Music > To: rt-users at lists.fsck.com > Date: Thu, 28 Mar 2002 12:51:35 -0000 > Subject: [rt-users] RT 2.0.13 upgrade on Redhat 7.2 > > Hi, > > Has anybody managed to get RT working on a Redhat 7.2 install? > > Had 2.0.4 working like a charm for a while, then upgraded Redhat > to 7.2. No problems. > > Then upgraded RT to 2.0.13 - and Apache dies on startup. No > messages in any of the logs (rt, Apache, or the system log). > > make testdeps is happy, and I have as well upgraded manually all > required packages by hand. > > Any ideas? Bit lost at what to do, with no errors to follow anywhere! > > Thanks > Yan > -- > Yan Fitterer > IT Manager, Royal Academy of Music > E-mail : y.fitterer at ram.ac.uk > Marylebone Rd, London, NW1 5HT > Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364 > > > > Protect yourself against identity theft with Equifax Credit Watch. > Visit http://www.creditalert.equifax.com. > > This message contains information from Equifax Inc. which may be > confidential and privileged. If you are not an intended recipient, > please refrain from any disclosure, copying, distribution or use of > this information and note that such actions are prohibited. If you > have received this transmission in error, please notify by e-mail > postmaster at equifax.com. > -- Yan Fitterer IT Manager, Royal Academy of Music E-mail : y.fitterer at ram.ac.uk Marylebone Rd, London, NW1 5HT Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364 From graham at calteg.org Thu Mar 28 15:00:05 2002 From: graham at calteg.org (Graham Freeman) Date: Thu, 28 Mar 2002 12:00:05 -0800 (PST) Subject: [rt-users] Re: RT 2.0.13 upgrade on Redhat 7.2 In-Reply-To: <3CA35A81.18145.1E7F42E@localhost> Message-ID: On Thu, 28 Mar 2002, Yan Fitterer wrote: > Thanks Paul, > > I've now fixed it by compiling Apache manually (as opposed to the > RH rpms) and built mod_perl within Apache (as recommended in > the FAQ ...). FWIW, it works fine for me on RH 7.2 with the default Red Hat apache & mod_perl packages. The only thing I needed to compile was RT itself. Then again, my installation wasn't an upgrade - this particular machine started its current incarnation as a Red Hat 7.2 box. -- Graham Freeman Executive Director, CalTEG tel: +1 831 466 0853 http://www.calteg.org/ From alexandj at fortrex.com Thu Mar 28 16:12:24 2002 From: alexandj at fortrex.com (Alexander, John) Date: Thu, 28 Mar 2002 16:12:24 -0500 Subject: [rt-users] Extracting time worked Message-ID: <31AF5A186939D4119C6100104B23BF8523E49E@tiger.fortrex.com> I'm trying to extract time worked in a Stats report. It seems to me that to add up the time worked on resolved tickets in a given queue, the line from the Resolution.html % $total += ($_->ResolvedObj->Unix - $_->CreatedObj->Unix) for @tix; would should be changed to add up all the time worked. What is it that I need to access to obtain this information? Is it TimeWorked??? ---------------------------------------------------------------------------- ------------ John Alexander john.alexander at fortrex.com Network Security Operations phone: 301-977-6966 Fortrex Technologies, Inc fax: 301-947-3539 Gaithersburg, MD http://www.fortrex.com Because Your Information is Your Business From mrz at intelenet.net Thu Mar 28 16:48:18 2002 From: mrz at intelenet.net (matthew zeier) Date: Thu, 28 Mar 2002 13:48:18 -0800 Subject: [rt-users] preferred db for rt ? Message-ID: <019b01c1d6a2$461cc0a0$7a180a0a@MRZTP> My NOC guys are complaining about performance with rt (mysql backend). I migrated everything to faster hardware but I'm still getting "complaints" on searches and ticket content draws. Is postgres any better than rt? Has anyone ported this over to Oracle or Sybase? Are they any tweaks I can make the the db or the rt config ? -- matthew zeier - "In mathematics you don't understand things. You just get used to them." - John von Newmann From darrinw at nixc.net Thu Mar 28 16:58:33 2002 From: darrinw at nixc.net (Darrin Walton) Date: Thu, 28 Mar 2002 16:58:33 -0500 Subject: [rt-users] preferred db for rt ? In-Reply-To: <019b01c1d6a2$461cc0a0$7a180a0a@MRZTP>; from mrz@intelenet.net on Thu, Mar 28, 2002 at 01:48:18PM -0800 References: <019b01c1d6a2$461cc0a0$7a180a0a@MRZTP> Message-ID: <20020328165833.B47650@nixc.net> |+ Is postgres any better than rt? Has anyone ported this over to Oracle or |+ Sybase? The Oracle port is still in development stages. The README warns that you shouldn't use Oracle in a production enviornment. |+ Are they any tweaks I can make the the db or the rt config ? There are various database tweaks you can do. You should check the mailing list archives for this. Also, you may want to consider dumping your database data, dropping the database, and loading the new schema. It has some new indexes, etc which also helps. Search the mailing list archive. It explains some tweaks you can make to your my.cnf for better performance. -darrin From cg at cdegroot.com Thu Mar 28 17:02:01 2002 From: cg at cdegroot.com (Cees de Groot) Date: 28 Mar 2002 23:02:01 +0100 Subject: [rt-users] preferred db for rt ? References: <019b01c1d6a2$461cc0a0$7a180a0a@MRZTP> Message-ID: matthew zeier said: >My NOC guys are complaining about performance with rt (mysql backend). I >migrated everything to faster hardware but I'm still getting "complaints" on >searches and ticket content draws. > Are you sure mySQL is the bottleneck? I don't like the database, but I cannot say it's slow. I had similar issues - turned out that the FCGI process is single threaded, so if you have an FCGI configuration a long attachment download will block access to RT for others. Adding '-processes 5' to the FastCgiServer configuration line solved that. Something along that line may be your problem, maybe? -- Cees de Groot http://www.cdegroot.com GnuPG 1024D/E0989E8B 0016 F679 F38D 5946 4ECD 1986 F303 937F E098 9E8B From mrz at intelenet.net Thu Mar 28 17:09:56 2002 From: mrz at intelenet.net (matthew zeier) Date: Thu, 28 Mar 2002 14:09:56 -0800 Subject: [rt-users] preferred db for rt ? References: <019b01c1d6a2$461cc0a0$7a180a0a@MRZTP> Message-ID: <020301c1d6a5$4b455f30$7a180a0a@MRZTP> > matthew zeier said: > >My NOC guys are complaining about performance with rt (mysql backend). I > >migrated everything to faster hardware but I'm still getting "complaints" on > >searches and ticket content draws. > > > Are you sure mySQL is the bottleneck? I don't like the database, but I cannot > say it's slow. No, I guess I don't know for certain it's a db issue. I moved from a Sun Netra T1 105 360Mhz 512MB to Redhat 7.2 4GB RAM, 4x550Mhz Xeon. Both running mysql and Apache+mod_perl+mod_ssl. - mz From sfeher at bluesystem.hu Fri Mar 29 11:49:38 2002 From: sfeher at bluesystem.hu (Feher Sandor) Date: Fri, 29 Mar 2002 17:49:38 +0100 Subject: [rt-users] [rt-devel] problems with Apache::Session and Cookies Message-ID: <3CA49B22.E354B686@bluesystem.hu> Hi folks, First of all sorry for the crossposting... I would like to install the latest rt (2.0.12) but I have the same problem when I attented to do it before. /usr/bin/perl ./tools/testdeps -warn Pg 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. Checking for Apache::Session 1.54 ....Apache::Session 1.54 not installed. Checking for Date::Parse...found Checking for Date::Format...found Checking for MIME::Entity 5.108 ...found Checking for Mail::Mailer 1.20 ...found Checking for Getopt::Long 2.24 ...found Checking for Tie::IxHash...found Checking for Text::Wrapper...found Checking for Text::Template...found Checking for File::Spec 0.8 ...found Checking for Errno...found Checking for FreezeThaw...found Checking for File::Temp...found Checking for Log::Dispatch 1.6 ...found Checking for DBD::Pg ...found First of all why is testdeps looking for the Apache::Session 1.53 against the make fixdeps which dowload the newest 1.54 ? I've corrected this without any success. Apache::Cookie has been installed successfuly too. Actually I want to try rt on an Oracle database but I could accept anything if it would work at last. I think the "magically" make fixdeps is not working as properly as I though. I use the following config: Red Hat 7.1 with 2.4.7 with perl v5.6.1, mod_perl-1.26, apache 1.3.19, any suggestion would be appreciated. tia and bye.,Sanya _______________________________________________ rt-devel mailing list rt-devel at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-devel From admin at support.lctn.k12.mn.us Thu Mar 21 11:12:46 2002 From: admin at support.lctn.k12.mn.us (Raymond Norton) Date: Thu, 21 Mar 2002 10:12:46 -0600 (CST) Subject: [rt-users] argh!! still can't get email notices to work properly Message-ID: <1101.204.220.56.2.1016727166.squirrel@support.lctn.k12.mn.us> I had RT working perfect on another server using RedHat 7.1. Unfortunately, it got hacked, and we had to bring it down. I have set up 2.11 on another server using RedHat7.1 again. Sendmail works perfectly for everything but RT, and RT works perfectly except for auto reply and comments sent to requester. You can open tickets up via email, but that's where it stops. I have had another RT user look things over, but we cannot find what is wrong. This is what I have in Aliases: support: "|/opt/rt2/bin/rt-mailgate --queue support --action correspond" support-comment: "|/opt/rt2/bin/rt-mailgate --queue support --action comment" Sendmail log generated from opening a new ticket: Mar 21 10:04:15 support sendmail[18195]: g2LG4Fk18195: from=, size=1309, class=0, nrcpts=1, msgid=<000801c1d0f0 $d8f2be00$020a0a0a at VAIO>, proto=ESMTP, daemon=Daemon0, relay=[204.220.56.3] Mar 21 10:04:50 support sendmail[18206]: NOQUEUE: support.lctn.k12.mn.us [127.0.0.1] did not issue MAIL/EXPN/VRFY/ETRN during connection to Daemon0 Mar 21 10:04:50 support sendmail[18207]: g2LG4oc18207: from=mail, size=1361, class=0, nrcpts=0, msgid=, relay=mail at localhost Mar 21 10:04:50 support sendmail[18209]: g2LG4ox18209: from=mail, size=1360, class=0, nrcpts=0, msgid=, relay=mail at localhost Mar 21 10:04:50 support sendmail[18202]: g2LG4Fk18195: to="|/opt/rt2/bin/rt- mailgate --queue support --action correspond", ctladdr= (8/0), delay=00:00:35, xdelay=00:00:05, mailer=prog, pri=121309, dsn=2.0.0, stat=Sent Thanks for your help in advance! -- Raymond Norton Little Crow Telemedia Network 2 Centry Av Hutchinson, MN. 320-234-0270 From nengel at netways.de Thu Mar 21 02:48:46 2002 From: nengel at netways.de (Nik Engel) Date: Thu, 21 Mar 2002 08:48:46 +0100 Subject: AW: [rt-users] RT Performance Problems Message-ID: > Also you might want to make sure you have mysql optimised for > your system, while a ticket is being created try having a > look at what mysql is actually doing by typing "show > processlist" into the mysql command line, if you see any > queries with the status of "writing to disk" that will most > likely be the issue, mysql needs to be allocated more > memory.. there are quite a few other little things you can > tweak with mysql. Actually i thought there ist a possibility, to give the mails directly to postfix, i heard something like sendmailpipe.... Won?t this help ? I encounter performance problems only when creating tickets and sending as a result of this mails. All other jobs are working with very good performance. I seems that mysql is realy wainting for postfix to send the mail. The machine is a dedicated one with 512MB Ram and a PIII 900 CPU. With an average of 10- 30 Tickets a day only. Seems not too much work for a linux system. > > Regards, > Mat. > > > -----Original Message----- > > From: rt-users-admin at lists.fsck.com > > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Bob Apthorpe > > Sent: Thursday, 21 March 2002 4:33 AM > > To: rt-users at lists.fsck.com > > Subject: Re: [rt-users] RT Performance Problems > > > > > > On Wednesday 20 March 2002 02:21, you wrote: > > > Hi ! > > > We have got a performance Problem concerning the creation of > > > tickets: > > > > > > We are running RT 2.0.7 > > > and postfix. > > > > Upgrade to RT 2.0.11 or later. These versions have better > indexing on > > the MySQL tables which dramatically increases database performance. > > You can probably apply these db changes without upgrading but this > > will require some manual SQL queries. It may be easier just > to upgrade > > rather than find and apply the new indexing queries directly. > > > > -- Bob > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-> users > From bam at snoopy.apana.org.au Thu Mar 21 22:06:01 2002 From: bam at snoopy.apana.org.au (Brian May) Date: Fri, 22 Mar 2002 14:06:01 +1100 Subject: [rt-users] Re: watchers In-Reply-To: <20020322023428.GD29848@snoopy.apana.org.au> References: <20020322023428.GD29848@snoopy.apana.org.au> Message-ID: <20020322030601.GE29848@snoopy.apana.org.au> oops, sorry about my reply to my question... On Fri, Mar 22, 2002 at 01:34:28PM +1100, Brian May wrote: > Under Configuration -> Queues -> Watchers, you can configure Cc and > Adminstrative CC watchers. The user in question has both Watcher and > WatcherAsAdminCC privs. > > However, I cannot seem to make any changes here take affect. > If I look at a ticket, it has no CCs or AdminCCs listed, nor they I think this is normal. > receive any comments. My scripts are setup using the defaults: Strange. This seems to be working now... > Also, I am trying to work out what the scripts do. Most of them > seem to be obvious, but ones like "NotifyOtherRecipientsAsComment" > aren't. What is an "Other Recipient"? How does this defer > from "NotifyOtherRecipients?". This question still stands. > Oh, can you please send CCs to me, so I dont accidently miss > any replies. Thanks. -- Brian May From bam at snoopy.apana.org.au Thu Mar 21 21:34:28 2002 From: bam at snoopy.apana.org.au (Brian May) Date: Fri, 22 Mar 2002 13:34:28 +1100 Subject: [rt-users] watchers Message-ID: <20020322023428.GD29848@snoopy.apana.org.au> Hello, I have been testing RT, and have a small question. Under Configuration -> Queues -> Watchers, you can configure Cc and Adminstrative CC watchers. The user in question has both Watcher and WatcherAsAdminCC privs. However, I cannot seem to make any changes here take affect. If I look at a ticket, it has no CCs or AdminCCs listed, nor they receive any comments. My scripts are setup using the defaults: OnCreate AutoreplyToRequestors with template Autoreply OnCreate NotifyAdminCcs with template Transaction OnComment NotifyAdminCcsAsComment with template AdminComment OnComment NotifyOtherRecipientsAsComment with template Correspondence OnCorrespond NotifyAllWatchers with template Correspondence OnCorrespond NotifyOtherRecipients with template Correspondence When do changes take affect? Is it: - immediately for all new and old tickets when updating this screen. - or when a new ticket is created? currently, neither seems to be the case. Is there something else I need to do that I might have missed? Also, I am trying to work out what the scripts do. Most of them seem to be obvious, but ones like "NotifyOtherRecipientsAsComment" aren't. What is an "Other Recipient"? How does this defer from "NotifyOtherRecipients?". Oh, can you please send CCs to me, so I dont accidently miss any replies. Thanks. Thanks again. -- Brian May From bam at miranda.org Thu Mar 28 19:40:27 2002 From: bam at miranda.org (Bret Martin) Date: Thu, 28 Mar 2002 19:40:27 -0500 Subject: [rt-users] Queue watchers no longer shown Message-ID: <20020329004027.22649.qmail@iris.miranda.org> Sometime between RT 2.0.8_02 and 2.0.13, the display of queue watchers on the Reply and Comment forms was dropped. I know I can probably go and add this back in, but does anyone know why it was removed? It was very nice to have a clear indication of who would receive notifications. --Bret From micah at heliosolutions.com Thu Mar 28 20:58:16 2002 From: micah at heliosolutions.com (Micah Wyenn) Date: Thu, 28 Mar 2002 17:58:16 -0800 Subject: [rt-users] Help! Installation Insanity Message-ID: Hello all, Please god help me. :) Hi all, I'm having some trouble getting rt to install. Solaris 8, e250, plenty of disk/memory, Apache and mysql. I went through the make testdeps, and everything seemed great. Editted my conf file (yea verrily put I did read the manual), got that all setup to go. Ran the make install and got the following when it tried to create the rt2 db: [root at sys02 rt-2-0-12]# make install mkdir -p //usr/local/rt2/bin mkdir -p //usr/local/rt2/WebRT/data mkdir -p //usr/local/rt2/WebRT/sessiondata mkdir -p //usr/local/rt2/etc mkdir -p //usr/local/rt2/lib mkdir -p //usr/local/rt2/WebRT/html mkdir -p //usr/local/rt2/local/WebRT/html /usr/local/bin/perl tools/initdb 'mysql' '/usr/local/mysql' 'sys02.helio-int.com' '' 'root' 'rt2' create Now creating a database for RT. Enter the mysql password for root: Creating mysql database rt2. DBI->connect(dbname=;host=sys02.helio-int.com) failed: Can't connect to MySQL server on 'sys02.helio-int.com' (145) at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/DataSour ce/Driver.pm line 74 Can't connect to MySQL server on 'sys02.helio-int.com' (145) at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/DataSour ce/Driver.pm line 74, line 1. make: *** [createdb] Error 255 I've debugged the perl code, and even hard set the parse_dns sub to return a dbname=rt2 (after issuing an sqladmin create rt2), still no joy. I'm kinda at the end of my rope on this one. Clues anybody? I'd be much appreciative. micah helio Solutions -------------- next part -------------- An HTML attachment was scrubbed... URL: From fred at gtgcorp.com Fri Mar 29 11:37:39 2002 From: fred at gtgcorp.com (Fred Purdue) Date: Fri, 29 Mar 2002 11:37:39 -0500 Subject: [rt-users] problem with mod_fastcgi Message-ID: <06820E36FB31D4479F59A573C738576F011E2A@nt-01.gtgcorp.com> I'm having a problem with mod_fastcgi I have the following in my httpd.conf: ----------------------8<--------------- #added under LoadModule LoadModule fastcgi_module modules/mod_fastcgi.so #added under ClearModuleList AddModule mod_fastcgi.c ----------------------8<--------------- I have the following in my commonhttpd.conf: ----------------------8<--------------- ServerAdmin root at helpdesk.corp.newoppinc.org ServerName helpdesk.corp.newoppinc.org DocumentRoot /usr/local/rt/WebRT/html # I added this stuff and I have no idea if i did it right :) # start mod Options FollowSymLinks AllowOverride None #added following 1 line AddHandler fastcgi-script fcgi #Added both below for FCGI support FastCgiServer /usr/local/rt/bin/mason_handler.fcgi ScriptAlias / /usr/local/rt/bin/mason_handle.fcgi/ ----------------------8<--------------- If I leave FastCgiServer & ScriptAlias uncommented I get : ----------------------8<--------------- [root at helpdesk rc5.d]# ./S85httpd start Starting httpd-perl: Syntax error on line 52 of /etc/httpd/conf/commonhttpd.conf: Invalid command 'FastCgiServer', perhaps mis-spelled or defined by a module not included in the server configuration [FAILED] Starting httpd: [ OK ] Syntax error on line 52 of /etc/httpd/conf/commonhttpd.conf: Invalid command 'FastCgiServer', perhaps mis-spelled or defined by a module not included in the server configuration [FAILED] Syntax error on line 52 of /etc/httpd/conf/commonhttpd.conf: Invalid command 'FastCgiServer', perhaps mis-spelled or defined by a module not included in the server configuration [FAILED] ----------------------8<--------------- If I leave them commented (I know it slows it down) I get the following when I visit the webpage: ----------------------8<--------------- <& /Elements/Header, Title=>"Start page", Refresh => $session{'home_refresh_interval'} &> <& /Elements/Tabs, current_toptab => '' &> <& /Elements/CustomHomepageHeader, %ARGS &> <& /Elements/MyTickets &> <& /Elements/MyRequests &> <& /Elements/Quicksearch &> <& /Elements/Refresh, Name => 'HomeRefreshInterval', Default => $session {'home_refresh_interval'} &> <%init> if ($ARGS{'HomeRefreshInterval'}) { $session{'home_refresh_interval'} = $ARGS{'HomeRefreshInterval'}; } ----------------------8<--------------- What did I screw up this time???? ------=====================================------ Fred Purdue General Technology Group E: Fred at GTGCorp.com www.gtgcorp.com P: (203) 235-7175 164 Scott St - Suite 1 C: (203) 605-6853 Meriden, CT 06450 ------=====================================------ From dennis at summitdesign.net Fri Mar 29 14:21:46 2002 From: dennis at summitdesign.net (Dennis L. Cumro) Date: Fri, 29 Mar 2002 12:21:46 -0700 Subject: [rt-users] "Can't call cgi_object method unless CGI.pm was used to handle incoming arguments" error when I try to create a new ticket Message-ID: <098301c1d756$fb0bfa30$6701a8c0@SCDDENNIS> Hi Rt users, I'm new to rt having just installed it yesterday. I am having problems adding tickets. When I fill out the form and press "create" button I get a mason error: component stack: /Ticket/Display.html [standard] /autohandler [standard] code stack: /usr/local/rt2/bin/webmux.pl:100 /usr/local/rt2/lib/RT/Interface/Web.pm:369 /usr/local/rt2/WebRT/data/obj/STANDARD/Ticket/Display.html:50 /usr/local/rt2/WebRT/data/obj/STANDARD/autohandler:69 error while executing /Ticket/Display.html [standard]: Can't call cgi_object method unless CGI.pm was used to handle incoming arguments. HTML::Mason::Interp::__ANON__('Can\'t call cgi_object method unless CGI.pm was used to handle i...') called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 55 HTML::Mason::Request::ApacheHandler::cgi_object('HTML::Mason::Request::ApacheHandler=HASH(0x9083190)') called at /usr/local/rt2/bin/webmux.pl line 100 HTML::Mason::Commands::CGIObject() called at /usr/local/rt2/lib/RT/Interface/Web.pm line 369 HTML::Mason::Commands::MakeMIMEEntity('Subject', '', 'From', undef, 'Cc', '', 'Body', 'dsfdfasdf', ...) called at /usr/local/rt2/WebRT/data/obj/STANDARD/Ticket/Display.html line 50 HTML::Mason::Commands::__ANON__('Due', '', 'Status', 'new', 'new-RefersTo', '', 'MemberOf-new', '', ...) called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 131 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9095d3c)', 'Due', '', 'Status', 'new', 'new-RefersTo', '', 'MemberOf-new', ...) called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 653 eval {...} called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 653 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x9083190)', 'HTML::Mason::Component::FileBased=HASH(0x9095d3c)', 'Due', '', 'Status', 'new', 'new-RefersTo', '', ...) called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 316 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x9083190)') called at /usr/local/rt2/WebRT/data/obj/STANDARD/autohandler line 69 HTML::Mason::Commands::__ANON__('Due', '', 'Status', 'new', 'new-RefersTo', '', 'MemberOf-new', '', ...) called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 131 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9094cbc)', 'Due', '', 'Status', 'new', 'new-RefersTo', '', 'MemberOf-new', ...) called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 653 eval {...} called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 653 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x9083190)', 'HASH(0x9081560)', 'HTML::Mason::Component::FileBased=HASH(0x9094cbc)', 'Due', '', 'Status', 'new', 'new-RefersTo', ...) called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 159 eval {...} called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 159 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9083190)', '/Ticket/Display.html', 'Due', '', 'Status', 'new', 'new-RefersTo', '', ...) called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 914 HTML::Mason::ApacheHandler::handle_request_1('HTML::Mason::ApacheHandler=HASH(0x889e56c)', 'Apache=SCALAR(0x90a278c)', 'HTML::Mason::Request::ApacheHandler=HASH(0x9083190)', undef) called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 560 eval {...} called at /usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 560 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x889e56c)', 'Apache=SCALAR(0x90a278c)') called at /usr/local/rt2/bin/webmux.pl line 172 RT::Mason::handler('Apache=SCALAR(0x90a278c)') called at /dev/null line 0 eval {...} called at /dev/null line 0 It seems that I have problems on pages with forms but not pages with links. I tried replacing: use HTML::Mason::ApacheHandler (args_method => 'CGI'); withuse HTML::Mason::ApacheHandler (args_method=>'mod_perl') in webmux.pl but that didn't help. I am using rt2-0-13. Thanks in advance for any help. Dennis Cumro ____________________________________________ Summit Communication Design 6065 S. Quebec St. Suite 202 Englewood, CO 80111 Phone: 303-290-1898 FAX: 303-265-9379 http://www.SummitDesign.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From timuel-sunlist at voicenet.com Sun Mar 24 17:23:14 2002 From: timuel-sunlist at voicenet.com (timuel-sunlist at voicenet.com) Date: Sun, 24 Mar 2002 16:23:14 -0600 Subject: [rt-users] Direcly forwarding mail outside of RT Message-ID: <003501c1d382$81017490$ba6567cf@timuel> Is anyone aware of any modifications which will enable any user to (easily) forward mail from within an RT queue to non-RT addresses? Thank You. -- timuel From khera at kcilink.com Fri Mar 29 16:45:43 2002 From: khera at kcilink.com (Vivek Khera) Date: Fri, 29 Mar 2002 16:45:43 -0500 Subject: [rt-users] problem with mod_fastcgi In-Reply-To: <06820E36FB31D4479F59A573C738576F011E2A@nt-01.gtgcorp.com> References: <06820E36FB31D4479F59A573C738576F011E2A@nt-01.gtgcorp.com> Message-ID: <15524.57479.296870.875174@onceler.kciLink.com> >>>>> "FP" == Fred Purdue writes: FP> [root at helpdesk rc5.d]# ./S85httpd start FP> Starting httpd-perl: Syntax error on line 52 of FP> /etc/httpd/conf/commonhttpd.conf: FP> Invalid command 'FastCgiServer', perhaps mis-spelled or defined FP> by a module not included in the server configuration Does this startup script pass "-DHAVE_FCGI" to httpd? From p_vo29 at hotmail.com Fri Mar 29 22:14:03 2002 From: p_vo29 at hotmail.com (phong vo) Date: Fri, 29 Mar 2002 22:14:03 Subject: [rt-users] Original email message doesn't show up after migrate to a new server. Message-ID: Hi, I am reinstalling the RT server to a new server. After install the OS (Redhat 7.2) with RT 1.05 and migrated the database over, everything seems to work fine but there is still a problem when I view the content of the ticket. It shows all comments but not the original email message from the requester. Therefore, we don?t know what the initial problem was. Is there a way that I can migrate it over to the new server? Thanks for your help in advance, Phong Vo Network Administrator VQ OrthoCARE pvo at vqorthocare.com 949-794-3573 _________________________________________________________________ Join the world?s largest e-mail service with MSN Hotmail. http://www.hotmail.com From jim.doyle at marim-inc.com Fri Mar 29 22:17:50 2002 From: jim.doyle at marim-inc.com (Jim Doyle) Date: Fri, 29 Mar 2002 22:17:50 -0500 Subject: [rt-users] RT 2.0.11 is not saving attachments from the web interface or email... Message-ID: Hi there, RT2 has worked for quite a long time. Now it has suddenly stopped working. In my /tmp directory (RT2 log directory) I can see the attachments saved as some strange alphnumeric name. They are owner by the user that Apache runs under. So, it appears that rt2 gets the attachment then something breaks. The ticket records do not show any attachments. The files used as attachments range in size from 80KB to 9.8MB. In the RT2 logs I found this "Insecure dependency in eval while running with -T switch at /usr/lib/perl5/site_perl/5.6.0/Text/Template.pm line 289, line 33731." Any ideas? Thanks, Jim From fran at echoit.com.au Sat Mar 30 02:33:31 2002 From: fran at echoit.com.au (Frances Russell) Date: Sat, 30 Mar 2002 18:33:31 +1100 Subject: [rt-users] Mail timeout - Postfix Message-ID: <3CA604FC.691.6A64C3@localhost> I am running RT 2.0.11 on RH 6.2 with Postfix and Procmail. When I send an email to any rt queue, 2 things happen: 1. A ticket is correctly created in RT. 2. The message sits in the postfix mail queue until it times out, then a postfix timeout message bounces back to me. The error in the maillog is: Mar 30 18:43:25 x-web postfix/smtpd[22290]: timeout after CONNECT from localhost [127.0.0.1] The error in the Postfix bounce message is: : Command time limit exceeded: " /var/www/rt2/bin/rt-mailgate --queue general --action correspond" Is this related to Postfix permissions? If so, can anyone tell me what permissions and ownerships I need to set? Thanks Frances From fran at echoit.com.au Sat Mar 30 18:39:41 2002 From: fran at echoit.com.au (Frances Russell) Date: Sun, 31 Mar 2002 09:39:41 +1000 Subject: [rt-users] Mail timeout - Postfix In-Reply-To: <3CA604FC.691.6A64C3@localhost> Message-ID: <3CA6D960.17290.3DF1EC9@localhost> Fixed it. Sorry for burdening the list. I think these were the problems: * Moved the RT aliases to a separate alias_map file owned by the RT user (so its not processed by user "nobody" because /etc/postfix/aliases is owned by root). * Also used 'sendmailpipe' for the $MailCommand (with -t in the arguments). Frances On 30 Mar 2002 at 18:33, Frances Russell wrote: > I am running RT 2.0.11 on RH 6.2 with Postfix and Procmail. > > When I send an email to any rt queue, 2 things happen: > > 1. A ticket is correctly created in RT. > > 2. The message sits in the postfix mail queue until it times out, then a postfix timeout > message bounces back to me. > > The error in the maillog is: > > Mar 30 18:43:25 x-web postfix/smtpd[22290]: timeout after CONNECT from localhost > [127.0.0.1] > > The error in the Postfix bounce message is: > > : Command time limit exceeded: " > /var/www/rt2/bin/rt-mailgate --queue general --action correspond" > > Is this related to Postfix permissions? If so, can anyone tell me what permissions and > ownerships I need to set? > > Thanks > > Frances > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users From mwatson at netspace.net.au Sat Mar 30 21:02:41 2002 From: mwatson at netspace.net.au (Mat) Date: Sun, 31 Mar 2002 12:02:41 +1000 Subject: [rt-users] preferred db for rt ? In-Reply-To: <020301c1d6a5$4b455f30$7a180a0a@MRZTP> Message-ID: Is it always slow? or just slow when alot of users are using it? Eg, If you do a search at 3am in the morning when there are no other users on does it seem fast. Is everything slow or just certain searches? I found that mysql runs into problem with locking, due to the fact the mysql's default table type uses table level locking, which causes major issues when there are lots of people using RT2. postgres uses row level which seems to work better. I haven't moved over to postgres yet, however my initial testing seems to indicate that searchs are in general a little slower on postgres when there is only one user, however you don't end up with everyone waiting for a table to unlock so their query can run, so it runs better overall when there are lots of users. mysql certainly seems faster when 99% of the queries are selects, but throw a few updates in there and it soon locks up. Also... how have you configured mysql, at first I got bitten not knowing that you actually have to tell mysql how much ram it can use, which resulted in mysql continuely having to write searches out to disk, drematically slowing down the queries. Regards, Mat. > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of matthew zeier > Sent: Friday, 29 March 2002 9:10 AM > To: rt-users at lists.fsck.com > Subject: Re: [rt-users] preferred db for rt ? > > > > matthew zeier said: > > >My NOC guys are complaining about performance with rt (mysql > backend). I > > >migrated everything to faster hardware but I'm still getting > "complaints" > on > > >searches and ticket content draws. > > > > > Are you sure mySQL is the bottleneck? I don't like the database, but I > cannot > > say it's slow. > > No, I guess I don't know for certain it's a db issue. > > I moved from a Sun Netra T1 105 360Mhz 512MB to Redhat 7.2 4GB > RAM, 4x550Mhz > Xeon. Both running mysql and Apache+mod_perl+mod_ssl. > > > > - mz > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users