From dane at al.com.au  Wed May  1 02:05:33 2002
From: dane at al.com.au (Dane Rapaport)
Date: Wed, 1 May 2002 16:05:33 +1000
Subject: [rt-users] Change initial status to "Open"
References: <1020085213.14014.1374.camel@brockrigg.onyx.net> <000a01c1efe8$237f4900$3e0a010a@cspeed.com> <02Apr30.193333est.115214@gateway.al.com.au> <200204301035.09586.mgrubb@fifthvision.net>
Message-ID: <02May1.155744est.115216@gateway.al.com.au>

I appreciate these possibilities. However the original email seemed to
suggest that he wanted this behaviour for all queues.

Without him specifying otherwise, one would logically have to assume
this.

You are also right in saying that it won't stick around after an
upgrade. However, after the upgrade all that is required is a
":cw open ESC :wq"  only about 16 characters :)
You'd have to upgrade 20 times for the times to start evening out, I'd
wager.

Perhaps a good idea would be some sort of mechanism which logs changes
one makes to RT, and after an upgrade, can reinsert these modifications.

Im sure there are plenty of other changes which one makes to RT which
don't really hang around after an upgrade.

Anyway, like i said, I do appreciate the alternative methods, but for a
quick effective bastardisation, I still maintain my method is preferable
(at least for me ;p)

Cheers
Dane




Michael Grubb wrote:
> 
> On Tuesday 30 April 2002 04:41 am, Dane Rapaport wrote:
> > Bah. All this ridiculous beating around the bush with scrips and
> > actions. It's just so silly.
> 
> That works just fine if you want that behaviour for ALL queues, but
> ScripConditions and Actions are the preferred solution when a behaviour may
> not need to be site wide.  And as Mr. Flothow pointed out, your method won't
> stick around after an upgrade.  Besides what's wrong with Scrips ???
> >
> > Look in /path/to/rt2/WebRT/html/Ticket
> > Theres a Create.html inside.
> >
> > Look for <TD>Status:
> > Change the line underneath it to:
> > <& /Elements/SelectStatus, Name => "Status", Default=> 'open' &>
> >
> > That should be all you need to do.
> >
> > If you only have a hammer, every problem looks like a nail.
> >
> > Dane

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



From pdh at snapgear.com  Wed May  1 02:18:11 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 1 May 2002 16:18:11 +1000
Subject: [rt-users] Change initial status to "Open"
In-Reply-To: <02May1.155744est.115216@gateway.al.com.au>
References: <1020085213.14014.1374.camel@brockrigg.onyx.net> <000a01c1efe8$237f4900$3e0a010a@cspeed.com> <02Apr30.193333est.115214@gateway.al.com.au> <200204301035.09586.mgrubb@fifthvision.net> <02May1.155744est.115216@gateway.al.com.au>
Message-ID: <20020501061811.GK1296@luggage>

Dane Rapaport wrote:
> Perhaps a good idea would be some sort of mechanism which logs changes
> one makes to RT, and after an upgrade, can reinsert these modifications.

http://www.cvshome.org/

> Anyway, like i said, I do appreciate the alternative methods, but for a
> quick effective bastardisation, I still maintain my method is preferable
> (at least for me ;p)

As long as you never create tickets by email, and as long as Jesse
doesn't change Create.html substantially, sure. If you must bastardise
the interface instead of using the provided method designed to allow
extensions just like this, however, I'd recommend using the Mason
"local" directory to override Create.html and leaving the real one
intact.

Of course, if you never really use the "new" status, why not instead
pretend "open" doesn't exist and treat all "new" tickets as though
they were open? RT doesn't discriminate, as far as I know...




From bruce_campbell at ripe.net  Wed May  1 06:24:15 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 1 May 2002 12:24:15 +0200 (CEST)
Subject: [rt-users] Change initial status to "Open"
In-Reply-To: <005101c1f069$50b55d20$3e0a010a@cspeed.com>
Message-ID: <Pine.LNX.4.44.0205011220210.22904-100000@x22.ripe.net>

On Tue, 30 Apr 2002, shannon pedersen wrote:

> > Look in /path/to/rt2/WebRT/html/Ticket
> > Theres a Create.html inside.
> >
> > Look for <TD>Status:
> > Change the line underneath it to:
> > <& /Elements/SelectStatus, Name => "Status", Default=> 'open' &>
>
> I tried this before posting to the list, but it didn't seem to solve the
> problem.

The catch with this approach (as has been mentioned) is that it only
applies when you create tickets through the Web Interface.  It does not
apply when tickets are created in other fashions (eg, via mailgate or via
the CLI).

As most of us assume that you wish this behaviour when 'tickets are
created', not when 'tickets are created through the web interface', then
take Phil's proposed solution with a Scrip which will catch all ticket
creates, irrespective of how they are created.

Regards,

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




From bruce_campbell at ripe.net  Wed May  1 07:43:30 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 1 May 2002 13:43:30 +0200 (CEST)
Subject: [rt-users] Children, dependencies, etc.
In-Reply-To: <566362456444D849AE48A7496DAF007802E648@hermes.iserv.net>
Message-ID: <Pine.LNX.4.44.0205011337040.22904-100000@x22.ripe.net>

On Tue, 30 Apr 2002, Kevin Welch wrote:

> I may be missing something, but lets say I want to create dependencies, and
> child tickets under a parent... Fairly simple task to do, but what I am
> wondering about is that I seem to be able to resolve a parent ticket while
> children are still open or even a ticket when it has open dependencies.  Is
> there a way (other than user training) to keep master tickets from being
> closed until all children are either closed or unlinked?

Currently, RT has the concept of such dependencies, but not all of the
functionality behind said dependencies as yet.

Regards,

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




From jwilliams at olchs.org  Wed May  1 14:53:13 2002
From: jwilliams at olchs.org (Williams, Jason)
Date: Wed, 1 May 2002 13:53:13 -0500 
Subject: [rt-users] RT, Apache, and Active Directory
Message-ID: <1BA1D26CC876D311A5FE00A0C9E4567070A256@email.olchs.org>

I'm attempting to get RT to authenticate users from Active Directory.  I'm
currently stuck on the Apache portion of the project.  I'm using
Apache::AuthenLDAP and here's the relevant portion of my httpd.conf:

<Directory /usr/local/rt2/WebRT/html>
  AuthName "RT Authentication"
  AuthType Basic
  PerlSetVar AuthenUidAttrType sAMAccountName
  PerlSetVar AuthenBaseDN DC=olchs,DC=org
  PerlSetVar AuthenLDAPServer ads.olchs.org
  PerlAuthenHandler Apache::AuthenLDAP
  require valid-user
</Directory>


I supply the username 'williams' (DN: CN=williams,OU=IT,DC=olchs,DC=org) and
my password, Apache always returns a Referral (which I realize comes from
the Active Directory server).  If I try changing the base DN to either "" or
"OU=IT,DC=olchs,DC=org" I generally just get a failure in the search portion
of the LDAP lookup and an error about the user not being found.  

I'm not sure why I get the referral, if the AD server pointed to by
AuthenLDAPServer doesn't know about an object, it won't exist.  Is there a
way, from Apache::AuthenLDAP that I can tell the AD Server to chase
referrals?


The following code using Net::LDAP works (it will also return a referral if
I get rid of the ou=IT from the basedn.  Although, the results are correct
if I just ignore the return status):

use Net::LDAP;

        $ldap = Net::LDAP->new('ads.olchs.org') or die "$@";

        $ldap->bind (dn => 'cn=williams,ou=IT,dc=olchs,dc=org',
                     password => 'xxxxxx');

        $mesg = $ldap->search (  # perform a search
                               base   => "ou=IT,dc=olchs,dc=org",
                               scope => "sub",
                               filter => "sAMAccountName=williams",
                               attrs  => "*"
                              );

        print $mesg->count;

print $mesg->code;
        $mesg->code && die $mesg->error;

        foreach $entry ($mesg->all_entries) { $entry->dump; }

        $ldap->unbind;   # take down session





From alesh at opensource-technologies.com  Wed May  1 16:01:43 2002
From: alesh at opensource-technologies.com (alesh at opensource-technologies.com)
Date: Wed, 1 May 2002 22:01:43 +0200 (CEST)
Subject: [rt-users] Problem re-installing RT
In-Reply-To: <DKEPICGGEGFEBGNMNBHPCEFBCEAA.rmitzel@peer1.net>
Message-ID: <Pine.LNX.4.44.0205012200480.28931-100000@pleiades.domenca.com>

Did you compile mod_perl as DSO? If so, don't, compile it into apache.

A.

On Tue, 30 Apr 2002, Rob Mitzel wrote:

> Date: Tue, 30 Apr 2002 14:59:15 -0700
> From: Rob Mitzel <rmitzel at peer1.net>
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Problem re-installing RT
>
> Hi gang,
>
> Okay, here's something that I'm sure is simple, but...basically, I'm setting
> up RT on a new machine, and I'll port the old database over afterwards.
> Everything's going fine (dependencies and all), except when I add the
> configuration to httpd.conf, and I even do a configtest, it coredumps.  Same
> with if I try and run it.  I comment out the line "PerlRequire
> /usr/local/rt2/bin/webmux.pl" (the file has the right permissions and
> everything), and apache is fine, except RT won't run, of course.
>
> I've tried just about everything.  I can't really compile apache statically
> because I need to use PHP support.  Any ideas?  It's FreeBSD 4.5, with
> Apache 1.3.something. :)
>
> Thanks!
>
> -Rob.
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>




From khera at kcilink.com  Wed May  1 16:09:32 2002
From: khera at kcilink.com (Vivek Khera)
Date: Wed, 1 May 2002 16:09:32 -0400
Subject: [rt-users] Problem re-installing RT
In-Reply-To: <Pine.LNX.4.44.0205012200480.28931-100000@pleiades.domenca.com>
References: <DKEPICGGEGFEBGNMNBHPCEFBCEAA.rmitzel@peer1.net>
	<Pine.LNX.4.44.0205012200480.28931-100000@pleiades.domenca.com>
Message-ID: <15568.19324.99826.347970@onceler.kciLink.com>

>>>>> "a" == alesh  <alesh at opensource-technologies.com> writes:

a> Did you compile mod_perl as DSO? If so, don't, compile it into apache.
a> A.

FreeBSD 4.5 with apache compiled from ports works just fine with
mod_perl as a DSO.  Only problem is massive memory leak on restart, so
just stop/start instead.

I build mod_perl from source rather than via the freebsd ports, so
perhaps it is a bug with that.

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



From colleen at darksideproductions.net  Wed May  1 16:23:24 2002
From: colleen at darksideproductions.net (Colleen)
Date: Wed, 1 May 2002 13:23:24 -0700
Subject: [rt-users] difference between comment and reply?
Message-ID: <12F63B1280D5E444930A872E98BF552D6E9C5A@darkside1.darksideproductions.net>

What's the difference between 'comment' and 'reply'?  If I'm disabling
all scrips (the users at my company want to make use RT as a completely
web based application) and all users are internal, is there a difference
at all?

Thanks!

Colleen Noonan




From rlpowell at digitalkingdom.org  Wed May  1 16:31:33 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Wed, 1 May 2002 13:31:33 -0700
Subject: [rt-users] difference between comment and reply?
In-Reply-To: <12F63B1280D5E444930A872E98BF552D6E9C5A@darkside1.darksideproductions.net>
References: <12F63B1280D5E444930A872E98BF552D6E9C5A@darkside1.darksideproductions.net>
Message-ID: <20020501203133.GC15359@digitalkingdom.org>

On Wed, May 01, 2002 at 01:23:24PM -0700, Colleen wrote:
> 
> What's the difference between 'comment' and 'reply'?  

The user who requested the ticket can see replies but not comments.

> If I'm disabling all scrips (the users at my company want to make use
> RT as a completely web based application)

What do these two things have to do with each other (web-based and
disabling scrips)?

-Robin

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



From colleen at darksideproductions.net  Wed May  1 16:44:38 2002
From: colleen at darksideproductions.net (Colleen)
Date: Wed, 1 May 2002 13:44:38 -0700
Subject: [rt-users] difference between comment and reply?
Message-ID: <12F63B1280D5E444930A872E98BF552D6E9C5B@darkside1.darksideproductions.net>


> -----Original Message-----
> From: Robin Lee Powell [mailto:rlpowell at digitalkingdom.org]
> Sent: Wednesday, May 01, 2002 12:32 PM
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] difference between comment and reply?
> 
> On Wed, May 01, 2002 at 01:23:24PM -0700, Colleen wrote:
> >
> > What's the difference between 'comment' and 'reply'?
> 
> The user who requested the ticket can see replies but not comments.

Thanks!

> > If I'm disabling all scrips (the users at my company want to make
use
> > RT as a completely web based application) and all users are
internal, is > >there a difference at all?
> 
> What do these two things have to do with each other (web-based and
> disabling scrips)?

All users are internal and mail is not being sent to any, so I was
wondering if there was any real difference between 'comment' and 'reply'
for these users.  

--Colleen



From mgrubb at fifthvision.net  Wed May  1 18:27:52 2002
From: mgrubb at fifthvision.net (Michael Grubb)
Date: Wed, 1 May 2002 17:27:52 -0500
Subject: [rt-users] Autoreply issues
Message-ID: <200205011727.52950.mgrubb@fifthvision.net>

Hello all,

I have a situation where I have several 3rd parties sending automated email 
into our ticket system, but it is addressed as though it is comming from the 
same address as the queue's correspond address.  The result being that the 
ticket is created, but the autoreply causes a RT Bounce: message to be sent 
to rt-admin.  I was under the impression that RT would not send mail to 
itself.  I have the offending address listed in the IsRtAddress in the 
config.pm file.  I always have the option of modifying the Autoresponse 
scripaction to look for such a condition but, that seems like a kludge to me.
Is there a more elegant way of fixing this that I'm not seeing or must I 
resort to the kludge?


Thanks to all,

-Michael



From pdh at snapgear.com  Wed May  1 20:34:59 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 2 May 2002 10:34:59 +1000
Subject: [rt-users] Autoreply issues
In-Reply-To: <200205011727.52950.mgrubb@fifthvision.net>
References: <200205011727.52950.mgrubb@fifthvision.net>
Message-ID: <20020502003459.GK362@luggage>

Michael Grubb wrote:
> I have a situation where I have several 3rd parties sending automated email 
> into our ticket system, but it is addressed as though it is comming from the 
> same address as the queue's correspond address.  The result being that the 
> ticket is created, but the autoreply causes a RT Bounce: message to be sent 
> to rt-admin.

Doctor, doctor, it hurts when I hit myself with this hammer!

> I was under the impression that RT would not send mail to 
> itself.  I have the offending address listed in the IsRtAddress in the 
> config.pm file.  I always have the option of modifying the Autoresponse 
> scripaction to look for such a condition but, that seems like a kludge to me.
> Is there a more elegant way of fixing this that I'm not seeing or must I 
> resort to the kludge?

IsRTAddress() isn't used by the scrips; it's used by the mailgate
logic which parses the headers for addresses to add as CCs. It isn't
consulted for the ticket requestor.

I don't know how RT would handle not having a requestor (the
RT::Action::SendEmail based scrips won't care, but the database
might...) but the AutoreplyToRequestor scrip will /always/ notify
the requestor. So the solution might be to modify the logic that
attaches the Requestor to the ticket and swap in a dummy (null?)
requestor if IsRTAddress().

This is something I'm mildly interested in fixing myself, as some
of my staff like to send mail "from" RT addresses. So far I haven't
been motivated enough to dick with anything, though. The /real/ fix
is to stop people pretending to be RT.




From vsra at lucent.com  Thu May  2 02:04:46 2002
From: vsra at lucent.com (V S R A, Prasad (Prasad))
Date: Thu, 2 May 2002 11:34:46 +0530 
Subject: [rt-users] Mail from RT
Message-ID: <B0BADCAFF5CDD211989700805F85E3F60AB15032@ii0015exch001u.iprc.lucent.com>

Hi,
	I have my RT's web interface working well. But the mail interface
doesn't seem to work. I tested the sendmail on the Unix box and it works
fine. I have my scrips as 

OnCreate AutoreplyToRequestors with template Autoreply
OnCreate NotifyAdminCcs with template Transaction 
OnCorrespond NotifyAllWatchers with template Correspondence 
OnComment NotifyAdminCcsAsComment with template AdminComment 
OnComment NotifyOtherRecipientsAsComment with template Correspondence 
OnCorrespond NotifyOtherRecipients with template Correspondence 
OnResolve NotifyRequestorsAndCcs with template Resolved 

Is there anything I missed? I have my variables in config.pm as 
	$MailCommand = 'sendmail';
	$SendmailArguments="-oi";
	$SendmailPath = "/usr/lib";

TIA,
> Best  Regards,
> Prasad V.S.R.A.
> 



From pdh at snapgear.com  Thu May  2 02:11:40 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 2 May 2002 16:11:40 +1000
Subject: [rt-users] Mail from RT
In-Reply-To: <B0BADCAFF5CDD211989700805F85E3F60AB15032@ii0015exch001u.iprc.lucent.com>
References: <B0BADCAFF5CDD211989700805F85E3F60AB15032@ii0015exch001u.iprc.lucent.com>
Message-ID: <20020502061140.GA362@luggage>

V S R A, Prasad (Prasad) wrote:
> Is there anything I missed? I have my variables in config.pm as 
> 	$MailCommand = 'sendmail';
> 	$SendmailArguments="-oi";
> 	$SendmailPath = "/usr/lib";

$SendmailPath should probably be "/usr/lib/sendmail". If that fails, try

$MailCommand = 'sendmailpipe';
$SendmailArguments="-oi -t';




From vsra at lucent.com  Thu May  2 02:19:36 2002
From: vsra at lucent.com (V S R A, Prasad (Prasad))
Date: Thu, 2 May 2002 11:49:36 +0530 
Subject: [rt-users] Mail from RT
Message-ID: <B0BADCAFF5CDD211989700805F85E3F60AB1505B@ii0015exch001u.iprc.lucent.com>


Hi,
	I have my RT's web interface working well. But the mail interface
doesn't seem to work. I tested the sendmail on the Unix box and it works
fine. I have my scrips as 

OnCreate AutoreplyToRequestors with template Autoreply
OnCreate NotifyAdminCcs with template Transaction 
OnCorrespond NotifyAllWatchers with template Correspondence 
OnComment NotifyAdminCcsAsComment with template AdminComment 
OnComment NotifyOtherRecipientsAsComment with template Correspondence 
OnCorrespond NotifyOtherRecipients with template Correspondence 
OnResolve NotifyRequestorsAndCcs with template Resolved 

Is there anything I missed? I have my variables in config.pm as 
	$MailCommand = 'sendmail';
	$SendmailArguments="-oi";
	$SendmailPath = "/usr/lib";

TIA,
> Best  Regards,
> Prasad V.S.R.A.
> 

This is what I get in my error_log_rt of specified in httpd.conf

syntax error at (eval 140) line 1, near "require Mail::Mailer::/usr/"
syntax error at (eval 143) line 1, near "require Mail::Mailer::/usr/"
syntax error at (eval 90) line 1, near "require Mail::Mailer::/usr/"
syntax error at (eval 104) line 1, near "require Mail::Mailer::/usr/"
syntax error at (eval 99) line 1, near "require Mail::Mailer::/usr/"
syntax error at (eval 105) line 1, near "require Mail::Mailer::/usr/"
syntax error at (eval 108) line 1, near "require Mail::Mailer::/usr/"
syntax error at (eval 103) line 1, near "require Mail::Mailer::/usr/"
syntax error at (eval 117) line 1, near "require Mail::Mailer::/usr/"
syntax error at (eval 158) line 1, near "require Mail::Mailer::/usr/"
syntax error at (eval 143) line 1, near "require Mail::Mailer::/usr/"
syntax error at (eval 149) line 1, near "require Mail::Mailer::/usr/"
syntax error at (eval 152) line 1, near "require Mail::Mailer::/usr/"

But I couldn't find where and how to fix this. Thanks for your ideas?

regards



From vsra at lucent.com  Thu May  2 02:26:40 2002
From: vsra at lucent.com (V S R A, Prasad (Prasad))
Date: Thu, 2 May 2002 11:56:40 +0530 
Subject: [rt-users] Mail from RT
Message-ID: <B0BADCAFF5CDD211989700805F85E3F60AB15062@ii0015exch001u.iprc.lucent.com>


-----Original Message-----
From: Phil Homewood [mailto:pdh at snapgear.com]
Sent: Thursday, May 02, 2002 11:42 AM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Mail from RT


V S R A, Prasad (Prasad) wrote:
> Is there anything I missed? I have my variables in config.pm as 
> 	$MailCommand = 'sendmail';
> 	$SendmailArguments="-oi";
> 	$SendmailPath = "/usr/lib";

$SendmailPath should probably be "/usr/lib/sendmail". If that fails, try

$MailCommand = 'sendmailpipe';
$SendmailArguments="-oi -t';

<SNIP>

But I dont find the command 'sendmailpipe' in my system.

regards




From bortzmeyer at netaktiv.com  Thu May  2 03:43:07 2002
From: bortzmeyer at netaktiv.com (Stephane Bortzmeyer)
Date: Thu, 2 May 2002 09:43:07 +0200
Subject: [rt-users] Children, dependencies, etc.
In-Reply-To: <Pine.LNX.4.44.0205011337040.22904-100000@x22.ripe.net>
References: <566362456444D849AE48A7496DAF007802E648@hermes.iserv.net> <Pine.LNX.4.44.0205011337040.22904-100000@x22.ripe.net>
Message-ID: <20020502074307.GA22063@staff.netaktiv.com>

On Wed, May 01, 2002 at 01:43:30PM +0200,
 Bruce Campbell <bruce_campbell at ripe.net> wrote 
 a message of 26 lines which said:

> > children are still open or even a ticket when it has open dependencies.  Is
> > there a way (other than user training) to keep master tickets from being
> > closed until all children are either closed or unlinked?
> 
> Currently, RT has the concept of such dependencies, but not all of the
> functionality behind said dependencies as yet.

I've noticed the same behavior than Kevin and the workaround I use is
a program run by cron to find out tickets closed ("base") while they
depend on open tickets ("targets"). You can even reopen them or raise
the priority of the target.

SELECT t_base.id,t_base.subject,l.type,t_target.id,t_target.subject 
   FROM links l,tickets t_target, tickets t_base 
   WHERE l.type = 'DependsOn' AND t_target.id = l.localtarget AND 
   t_base.status = 'resolved' AND t_base.id = l.localbase AND 
         (t_target.status = 'open' OR t_target.status = 'new');



From hwagener at hamburg.fcb.com  Thu May  2 03:44:46 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 02 May 2002 09:44:46 +0200
Subject: [rt-users] Mail from RT
References: <B0BADCAFF5CDD211989700805F85E3F60AB15062@ii0015exch001u.iprc.lucent.com>
Message-ID: <3CD0EE6E.E16475F6@hamburg.fcb.com>

"V S R A, Prasad (Prasad)" wrote:
> 
> -----Original Message-----
> From: Phil Homewood [mailto:pdh at snapgear.com]
> Sent: Thursday, May 02, 2002 11:42 AM
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Mail from RT
> 
> V S R A, Prasad (Prasad) wrote:
> > Is there anything I missed? I have my variables in config.pm as
> >       $MailCommand = 'sendmail';
> >       $SendmailArguments="-oi";
> >       $SendmailPath = "/usr/lib";
> 
> $SendmailPath should probably be "/usr/lib/sendmail". If that fails, try
> 
> $MailCommand = 'sendmailpipe';
> $SendmailArguments="-oi -t';
> 
> <SNIP>
> 
> But I dont find the command 'sendmailpipe' in my system.



'sendmailpipe' is not a program name, but a possible value of the $MailCommand
variable. Ahh, the wonders of perl (-: .

$MailCommand does not specify what programm to use, but how to use it. The
program used is specified by $SendmailPath. This is why You have to specify
$SendmailPath including the binary called.


Regards,
	Harald

-- 
Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com



From smylers at gbdirect.co.uk  Thu May  2 04:17:25 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Thu, 2 May 2002 09:17:25 +0100 (BST)
Subject: [rt-users] difference between comment and reply?
In-Reply-To: <12F63B1280D5E444930A872E98BF552D6E9C5B@darkside1.darksideproductions.net>
Message-ID: <Pine.LNX.4.44.0205020913230.25394-100000@tiger.gbdirect.co.uk>

Yesterday Colleen wrote:

> Robin Lee Powell wrote:
>
> > On Wed, May 01, 2002 at 01:23:24PM -0700, Colleen wrote:
> >
> > > What's the difference between 'comment' and 'reply'?
> >
> > The user who requested the ticket can see replies but not comments.
>
> Thanks!

There's two senses of "see" there:

  1 Scrips would typically be set up so that requestors are e-mailed
    replies but not comments.

  2 Permissions would typically be set up so that external requestors
    don't see comments in the web interface, but internal staff do.

> > > If I'm disabling all scrips (the users at my company want to make
> > > use RT as a completely web based application) and all users are
> > > internal, is there a difference at all?
> >
> > What do these two things have to do with each other (web-based and
> > disabling scrips)?
>
> All users are internal and mail is not being sent to any, so I was
> wondering if there was any real difference between 'comment' and 'reply'
> for these users.

I think there isn't a difference in your case:  no scrips means neither
comments nor replies are being sent to anybody, and no external users
means nobody doesn't see comments.

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




From stephen.gower at wolfson.oxford.ac.uk  Thu May  2 05:55:57 2002
From: stephen.gower at wolfson.oxford.ac.uk (Stephen Gower)
Date: Thu, 2 May 2002 10:55:57 +0100
Subject: [rt-users] Resolved Transaction
Message-ID: <20020502105557.D12466@calculus.wolf.ox.ac.uk>

  There may be a sensible reason for this. 
  
  When a ticket is created, the message body is put into 
  $Transaction->Content() and so can appear on the 
  Transaction template.  WHen a ticket is resolved, the 
  reply created is done as a seperate transaction, so two 
  scrips are fired (one for the reply, and one for the 
  resolve).  This means that when the Transaction 
  template is used for a resolving transaction it has no
  $Transaction->Content() body, and the AdminCCs get two 
  e-mails rather than one.  Why is this?
  
  Is it possible to have some $Transaction->Content() with
  a "resolve" transation?
  
  Stephen



From andre at snyrre.de  Thu May  2 06:57:53 2002
From: andre at snyrre.de (Andre Esser)
Date: Thu, 2 May 2002 12:57:53 +0200
Subject: [rt-users] upgrade: 2.0.8_02 --> 2.0.13
Message-ID: <20020502125752.B68307@spielwiese.netcologne.net>

Hi,


I'm upgrading RT from version 2.0.8_02 --> 2.0.13.
Seems like everything works fine during upgrade. But when I login and
want to enter a queue I get the following Mason error:


------------------------------------------------------------------------------------
error in file:    /usr/local/rt2/WebRT/data/obj/STANDARD/Search/Listing.html   
line 65:  Can't locate object method "SortFields" via package "RT::Tickets"
context:  
... 
61: 
62:  $_out->('
63: 
64:  ');
65:  if (grep (/^$attr$/i, $session{'tickets'}->SortFields)) {
66:  $_out->('<A
67:  ');
68:  if ($attr eq $session{'tickets_sort_by'}) {
69:  $_out->('class="currenttab"
... 
component stack:   /Search/Listing.html [standard]
/autohandler [standard]
code stack:   /usr/local/rt2/WebRT/data/obj/STANDARD/Search/Listing.html:65
/usr/local/rt2/WebRT/data/obj/STANDARD/autohandler:69
------------------------------------------------------------------------------------


Seems like something is missing. 
I've done "make upgrade" and after that "insertdata 2.0.8_02"
What else do I have to do? This is kind of urgent (I can't work anymore...)



Thanks for help.


Andre
-- 
Andre Esser
andre at snyrre.de



From harald.kollera at fun.de  Thu May  2 07:08:08 2002
From: harald.kollera at fun.de (Harald Kollera)
Date: Thu, 02 May 2002 13:08:08 +0200
Subject: [rt-users] separating users from different queues
References: <3CCF295B.8080005@epost.de>
Message-ID: <3CD11E18.242F8257@fun.de>

Hi Manfred,

Manfred Bathelt wrote:
> 
> Hi,
> 
> 1. I want to keep one single instance of rt for several different queues
> - that works well so far.
> But I need to keep users from one queue away from reading tickets in
> other queues, while
> I do not want to keep them from tickets in their own queue. I did not
> get this with playing
> around with rights at the pseudo-groups level. Then I created a
> "member"-group for each queue
> and gave "SeeQueue" and "Showticket" for the specific group and cleared
> all rights for
> pseudo-groups - but the ticket seach pages/home of priviledged users
> obviously does
> not care about these rights and always shows all queues and allows
> direct jump to tickets
> by entering ticket numbers.
> So I can not keep tickets related to one queue secret to users of
> another queue, which is a
> major problem to me in some cases.
> I'm not quite sure whether this is this a bug in the find/browse
> WebUI-Module or a feature to
> open rt contents to the world, but I would be really glad, if someone
> could give me a hint
> here how to fix this easily!
>

I'm working on a search function for my "underprivileged users" (see
2.),
where users only can search their queues, their tickets and the tickets
of
their external group. 
 
> 2. Privileged users with not much privileges (see 1.) get the full
> complexity of the
> administrators Web-UI - which is not neccessary.  Isn't there a simple
> way to give my usergroup
> members an easier view to let them search, browse and enter tickets as
> unprivileged users?
> 
may be a solution like the one I had described in
http://lists.fsck.com/pipermail/rt-users/2002-April/007922.html
may help you.

If you have a new user, you have to create him "privileged", put him
into a real group with access to a queue or two. Then take away the
privileged flag and if he has a X_-Nickname (as an external group), he
has only access to the queues he would be privileged for, but only in a
Web-UI like the SelfService.
And he can see only his tickets and the tickets others of his group have
requested. There are also things possible like:

User       :   cust A              cust B            (same X_ group)
Real Groups:   XXX,ZZZ             YYY,ZZZ            
Queue acces:   1 and 3             2 and 3
  

Searching is not implemented yet. But my collegues are forcing me to
make it real soon :) 

greetings
Harald
-- 
Dr. Harald Koll?ra
Professional Services
fun communications GmbH
Brauerstrasse 6   76135 Karlsruhe   Germany
Tel: +49 721 964480           Fax: +49 721 96448-299
email: harald.kollera at fun.de  http://www.fun.de/

I trust in http://www.keytrust.de



From andre at snyrre.de  Thu May  2 07:34:12 2002
From: andre at snyrre.de (Andre Esser)
Date: Thu, 2 May 2002 13:34:12 +0200
Subject: [rt-users] upgrade: 2.0.8_02 --> 2.0.13
In-Reply-To: <20020502125752.B68307@spielwiese.netcologne.net>; from andre@snyrre.de on Thu, May 02, 2002 at 12:57:53PM +0200
References: <20020502125752.B68307@spielwiese.netcologne.net>
Message-ID: <20020502133412.C68307@spielwiese.netcologne.net>

Jep.... ;D



fixed. Sorry. 
A "apachectl graceful" was not enough. I'd had to stop & restart the webserver...



Andre
-- 
Andre Esser
andre at snyrre.de



From briollet at arthouse.nl  Thu May  2 11:37:29 2002
From: briollet at arthouse.nl (Bruno Riollet)
Date: Thu, 2 May 2002 17:37:29 +0200
Subject: [rt-users] can't display users/tickets  under RT-2.0.9 (Oracle)
Message-ID: <3043FBBA9923FA4082B23251E0B3B29206E456@stan.arthouse.nl>

Hi,

I'm pretty new with request tracker and pretty much annoyed right now.

I installed RT 2.0.9 under Oracle 8i.
Now that it's running, I created a couple of users and a couple of queues
Then I created some entered new tickets in some of the queues.

The problem is that  seems that I can't list/display any users and any tickets at all.
The only things I can list are: groups, keywords and queues.

Did I miss something ?

Any ideas anyone ?

Cheers,

Bruno Riollet (Arthouse Multimedia BV)




From sebastian at flothow.de  Thu May  2 12:33:26 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Thu, 2 May 2002 18:33:26 +0200
Subject: [rt-users] RT misparsing From header
In-Reply-To:  <Pine.LNX.4.44.0204220919590.10641-100000@tiger.gbdirect.co.uk>
References: <Pine.LNX.4.44.0204220919590.10641-100000@tiger.gbdirect.co.uk>
Message-ID: <a05100300b8f715ca575f@[217.185.65.188]>

At 9:30 Uhr +0100 22.4.2002, Smylers wrote:
>This sounds like what I postulated as being a problem a few week's ago:
>
>   http://lists.fsck.com/pipermail/rt-users/2002-March/007455.html

Indeed.
I applied the modification proposed at the end of this post, which 
solves the problem (and doesn't cause any new problems as far as I 
can see).
Jesse: will this be included in a future version of RT?


>  > This is RT 2.0.13, sending mail via qmail.
>
>We're using 'Exim'; Phil Oester who had the problem last time uses
>'Sendmail'.  This could be significant.

Well, it supports the assumption that there's nothing wrong with the MTA.


>Can you look up the entry for Joe Random's user account in 'RT' and look
>to see what his real name is set to.  In particular, does it have quotes
>in it?

It's set to "Random, Joe", including the quotes. This shows that the 
 From header gets parsed correctly (unlike I assumed initially).


>It looks like quotes are being added in two places (one of them probably
>being when "via RT" is appended).

Not quite - RT adds quotes only once, when "via RT" is appended, 
which causes trouble if the name already has quotes.
Thus, another way of fixing this would be to strip quotes when users 
are auto-created on ticket creation.


>And you've probably got
>your MTA configured so that local e-mail addresses can consist of just
>the username part and have the domain added automatically.

Yes, qmail does this by default.



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



From sebastian at flothow.de  Thu May  2 12:48:11 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Thu, 2 May 2002 18:48:11 +0200
Subject: [rt-users] how to delete users
Message-ID: <a05100302b8f71dbc3585@[217.185.65.188]>

Is there a way to delete users? I didn't find anything in WebRT.
I'm aware I can disable users (deactivate the "let this user access 
RT" checkbox), but I want to delete the user entirely, so that RT 
doesn't recognize his email address.

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



From sebastian at flothow.de  Thu May  2 12:51:56 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Thu, 2 May 2002 18:51:56 +0200
Subject: [rt-users] Breakage on concurrent access?
In-Reply-To: <3CCCF6E3.CEEE8EBF@fun.de>
References: <20020427021544.GV28651@digitalkingdom.org>
 <Pine.LNX.4.44.0204270910500.343-100000@x22.ripe.net>
 <20020427084127.GD372@luggage> <3CCCF6E3.CEEE8EBF@fun.de>
Message-ID: <a05100301b8f71af88f2c@[217.185.65.188]>

At 9:31 Uhr +0200 29.4.2002, Harald Kollera wrote:
>Clearing the browser cache helped in both cases.

We had similar problems with browser caching.
IMHO, this is not the browser's fault, but RT's, since it doesn't add 
any HTTP headers to prevent caching.

I fixed it by adding this to the Apache config:

     <Directory /opt/rt2/bin>
         Header set Cache-Control no-cache,must-revalidate
         Header set Pragma no-cache
         Header set Expires "Mon, 26 Jul 1997 05:00:00 GMT"
     </Directory>

This combination of headers works with all browsers I know of. The 
first header is HTTP/1.1, the second HTTP/1.0, and the third is for 
some stupid browsers.


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



From rlpowell at digitalkingdom.org  Thu May  2 13:02:19 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Thu, 2 May 2002 10:02:19 -0700
Subject: [rt-users] how to delete users
In-Reply-To: <a05100302b8f71dbc3585@[217.185.65.188]>
References: <a05100302b8f71dbc3585@[217.185.65.188]>
Message-ID: <20020502170218.GF15359@digitalkingdom.org>

On Thu, May 02, 2002 at 06:48:11PM +0200, Sebastian Flothow wrote:
> Is there a way to delete users? I didn't find anything in WebRT. I'm
> aware I can disable users (deactivate the "let this user access RT"
> checkbox), but I want to delete the user entirely, so that RT doesn't
> recognize his email address.

About the only thing you can do is change their userid and e-mail
address to something else entirely.

-Robin

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



From khera at kcilink.com  Thu May  2 13:08:18 2002
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 2 May 2002 13:08:18 -0400
Subject: [rt-users] how to delete users
In-Reply-To: <a05100302b8f71dbc3585@[217.185.65.188]>
References: <a05100302b8f71dbc3585@[217.185.65.188]>
Message-ID: <15569.29314.559601.758919@onceler.kciLink.com>

>>>>> "SF" == Sebastian Flothow <sebastian at flothow.de> writes:

SF> Is there a way to delete users? I didn't find anything in WebRT.
SF> I'm aware I can disable users (deactivate the "let this user access 
SF> RT" checkbox), but I want to delete the user entirely, so that RT 
SF> doesn't recognize his email address.

So how are you going to keep reference to that user from anything he's
done to your database in the past?  Perhaps changing his email address
to some nonsense will do your trick.



From hwagener at hamburg.fcb.com  Thu May  2 13:27:56 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 02 May 2002 19:27:56 +0200
Subject: [rt-users] can't display users/tickets  under RT-2.0.9 (Oracle)
References: <3043FBBA9923FA4082B23251E0B3B29206E456@stan.arthouse.nl>
Message-ID: <3CD1771C.C4041792@hamburg.fcb.com>

Bruno Riollet wrote:
> 
> Hi,
> 
> I'm pretty new with request tracker and pretty much annoyed right now.
> 
> I installed RT 2.0.9 under Oracle 8i.
> Now that it's running, I created a couple of users and a couple of queues
> Then I created some entered new tickets in some of the queues.
> 
> The problem is that  seems that I can't list/display any users and any tickets at all.
> The only things I can list are: groups, keywords and queues.
> 
> Did I miss something ?
> 
> Any ideas anyone ?

Hello Bruno,
as far as I know, oracle is not officially supported (yet). First step would
be to upgrade to version 2.0.13, second step to ask jasse for (commercial
grade) support.

Regards,
	Harald
-- 
Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com



From Elmar.Knipp at knipp.de  Thu May  2 13:34:30 2002
From: Elmar.Knipp at knipp.de (Elmar Knipp)
Date: Thu, 2 May 2002 19:34:30 +0200 (METDST)
Subject: [rt-users] Reports
Message-ID: <Pine.HPX.4.43.0205021926150.17005-100000@hp9000.do.knipp.de>

Hi,

I am looking for a (Perl-) Script which reminds every user by email of his
open tickets. I know rt-reports from the contrib aerea, but I need a
script for RT2 based on DBI, because I am using Postgres.

Any hints?


Regards,
Elmar




From wozz+rt at wookie.net  Thu May  2 13:11:47 2002
From: wozz+rt at wookie.net (wozz+rt at wookie.net)
Date: Thu, 2 May 2002 11:11:47 -0600
Subject: [rt-users] Resolved Transaction
In-Reply-To: <20020502105557.D12466@calculus.wolf.ox.ac.uk>; from stephen.gower@wolfson.oxford.ac.uk on Thu, May 02, 2002 at 10:55:57AM +0100
References: <20020502105557.D12466@calculus.wolf.ox.ac.uk>
Message-ID: <20020502111147.A31929@bonch.org>

On Thu, May 02, 2002 at 10:55:57AM +0100, Stephen Gower wrote:
>   
>   Is it possible to have some $Transaction->Content() with
>   a "resolve" transation?
>   
>   Stephen
> 

I noticed this also and it doesn't make sense to me.  Jesse, is there some
reason for this behavior?

(i also cc'd this to the developers list, since it may be more appropriate
there)



From mgrubb at fifthvision.net  Thu May  2 14:05:51 2002
From: mgrubb at fifthvision.net (Michael Grubb)
Date: Thu, 2 May 2002 13:05:51 -0500
Subject: [rt-users] Autoreply Wars
Message-ID: <200205021305.51979.mgrubb@fifthvision.net>

Yet another question regarding Autoreply =]
I'm having some issues with autoreply loops.

Last night someone sent a message from an account that was being serviced by 
an autoresponder, (a notification of email-address change),  when rt sent the 
autoreply back to this address, the remote autoresponder sent another message 
(not a reply but a completely new message)  thus causing a never ending loop.
Has anyone else encountered anything similar if so how did you solve it?
If anyone has any suggestions I would love to hear them.

I'm hoping to solve this problem I won't have to disable the autoreply.


Also on another note but unrelated.
RT is setting the Return-Path: header to mydomain.com at mail.mydomain.com
Is there a reason for this? (is it setting it to an address it thinks should 
be nonexistant?)

Thanks to everyone in advance,

-Michael



From naoy at levillage.org  Thu May  2 20:51:16 2002
From: naoy at levillage.org (naoy at levillage.org)
Date: Thu, 2 May 2002 20:51:16 fr
Subject: [rt-users] is there a way to list dead TIckets?
Message-ID: <3cd18aa4.dec.0@meloo.com>

hello world

i 'pretty new whith RT and i can't list dead tickets, i can list new,
open , stailed, an resovle but when I chose dead: nothing, in the database
there are dead tickets
thanks


---
Ce mel a ?t? envoy? avec Meloo http://www.meloo.com




From Elmar.Knipp at knipp.de  Thu May  2 15:08:03 2002
From: Elmar.Knipp at knipp.de (Elmar Knipp)
Date: Thu, 2 May 2002 21:08:03 +0200 (METDST)
Subject: [rt-users] escalator
Message-ID: <Pine.HPX.4.44.0205022105360.19685-100000@hp9000.do.knipp.de>

Hi,

I want to run the Escalator Script, which is in the contrib/2.0 dir.
But it needs

   use RT::Action::EscalatePriority;

which I cannot find in my installation (2.0.11) and it seems not be in
the 2.0.13.

Any hints?


Elmar




From sebastian at flothow.de  Thu May  2 15:23:18 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Thu, 2 May 2002 21:23:18 +0200
Subject: [rt-users] Breakage on concurrent access?
In-Reply-To: <a05100301b8f71af88f2c@[217.185.65.188]>
References: <20020427021544.GV28651@digitalkingdom.org>
 <Pine.LNX.4.44.0204270910500.343-100000@x22.ripe.net>
 <20020427084127.GD372@luggage> <3CCCF6E3.CEEE8EBF@fun.de>
 <a05100301b8f71af88f2c@[217.185.65.188]>
Message-ID: <a05100300b8f7405355bd@[217.185.77.8]>

At 18:51 Uhr +0200 2.5.2002, Sebastian Flothow wrote:
>I fixed it by adding this to the Apache config:
>
>     <Directory /opt/rt2/bin>
>         Header set Cache-Control no-cache,must-revalidate
>         Header set Pragma no-cache
>         Header set Expires "Mon, 26 Jul 1997 05:00:00 GMT"
>     </Directory>

I forgot to mention that this is for the FCGI version. You may need 
something else instead of <Directory /opt/rt2/bin> when using 
mod_perl.

Also, it causes the browser to reload /NoAuth/webrt.css, 
/NoAuth/images/rt.jpg and /NoAuth/images/spacer.gif with every page, 
which wastes some bandwith, but I didn't have the time to fix this.


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



From sebastian at flothow.de  Thu May  2 15:32:34 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Thu, 2 May 2002 21:32:34 +0200
Subject: [rt-users] escalator
In-Reply-To: <Pine.HPX.4.44.0205022105360.19685-100000@hp9000.do.knipp.de>
References: <Pine.HPX.4.44.0205022105360.19685-100000@hp9000.do.knipp.de>
Message-ID: <a05100301b8f744bb5ecb@[217.185.77.18]>

At 21:08 Uhr +0200 2.5.2002, Elmar Knipp wrote:
>I want to run the Escalator Script, which is in the contrib/2.0 dir.
>But it needs
>
>    use RT::Action::EscalatePriority;
>
>which I cannot find in my installation (2.0.11) and it seems not be in
>the 2.0.13.

It's in contrib/2.0 as well.


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



From cwfox at fujitsu.com  Thu May  2 16:50:44 2002
From: cwfox at fujitsu.com (Camron W. Fox)
Date: Thu, 2 May 2002 10:50:44 -1000
Subject: [rt-users] Queue Watchers not shown in Comment, Reply or People
Message-ID: <KNEOICNGFPAFJMEMGEIBOEFFIAAA.cwfox@fujitsu.com>

Alle,

	I looked for an answer to this is the old mailing lists, but only found the
same question:

>[rt-users] Queue watchers no longer shown
>Bret Martin bam at miranda.org
>Thu, 28 Mar 2002 19:40:27 -0500

>    * Previous message: [rt-users] preferred db for rt ?
>    * Next message: [rt-users] Help! Installation Insanity
>    * Messages sorted by: [ date ] [ thread ] [ subject ] [ author ]

>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





>    * Previous message: [rt-users] preferred db for rt ?
>    * Next message: [rt-users] Help! Installation Insanity
>    * Messages sorted by: [ date ] [ thread ] [ subject ] [ author ]

	Does anyone know the answer to this, and/or how to fix it?

Best Regards,
Camron






From Manfred.Bathelt at epost.de  Thu May  2 21:12:38 2002
From: Manfred.Bathelt at epost.de (Manfred Bathelt)
Date: Fri, 03 May 2002 03:12:38 +0200
Subject: [rt-users] Autoreply Wars
References: <200205021305.51979.mgrubb@fifthvision.net>
Message-ID: <3CD1E406.6010104@epost.de>

Hi

I think the solution is easy on SMTP-level, but I have no idea how to 
fix it in RT codebase.
Autoresponders normally insert special MIME headers in their messages, 
just view them
in your example and subsequently filter mails with these headers.
Example: use "X-Mailer" and "Precedence"

The big problem might be, that not all autoresponders use the same 
signature of MIME-headers...

:-/


Manfred

Michael Grubb wrote:

>Yet another question regarding Autoreply =]
>I'm having some issues with autoreply loops.
>
>Last night someone sent a message from an account that was being serviced by 
>an autoresponder, (a notification of email-address change),  when rt sent the 
>autoreply back to this address, the remote autoresponder sent another message 
>(not a reply but a completely new message)  thus causing a never ending loop.
>Has anyone else encountered anything similar if so how did you solve it?
>If anyone has any suggestions I would love to hear them.
>
>I'm hoping to solve this problem I won't have to disable the autoreply.
>
>
>Also on another note but unrelated.
>RT is setting the Return-Path: header to mydomain.com at mail.mydomain.com
>Is there a reason for this? (is it setting it to an address it thinks should 
>be nonexistant?)
>
>Thanks to everyone in advance,
>
>-Michael
>
-- 
===============================================================================
EMail: Manfred.Bathelt at epost.de






From pdh at snapgear.com  Thu May  2 18:11:37 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 3 May 2002 08:11:37 +1000
Subject: [rt-users] Reports
In-Reply-To: <Pine.HPX.4.43.0205021926150.17005-100000@hp9000.do.knipp.de>
References: <Pine.HPX.4.43.0205021926150.17005-100000@hp9000.do.knipp.de>
Message-ID: <20020502221137.GG362@luggage>

Elmar Knipp wrote:
> I am looking for a (Perl-) Script which reminds every user by email of his
> open tickets. I know rt-reports from the contrib aerea, but I need a
> script for RT2 based on DBI, because I am using Postgres.

contrib/2.0/nag is probably what you seek.



From pdh at snapgear.com  Thu May  2 18:29:16 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 3 May 2002 08:29:16 +1000
Subject: [rt-users] Autoreply Wars
In-Reply-To: <200205021305.51979.mgrubb@fifthvision.net>
References: <200205021305.51979.mgrubb@fifthvision.net>
Message-ID: <20020502222915.GH362@luggage>

Michael Grubb wrote:
> Last night someone sent a message from an account that was being serviced by 
> an autoresponder, (a notification of email-address change),  when rt sent the 
> autoreply back to this address, the remote autoresponder sent another message 
> (not a reply but a completely new message)  thus causing a never ending loop.
> Has anyone else encountered anything similar if so how did you solve it?
> If anyone has any suggestions I would love to hear them.

http://www.fsck.com/pub/rt/contrib/2.0/UpdateSquelch/
http://www.amsterdamned.org/~bc/rt/AutoReplySquelch.tgz

(Jesse, AutoReplySquelch still seems to be absent from contrib/2.0)

> Also on another note but unrelated.
> RT is setting the Return-Path: header to mydomain.com at mail.mydomain.com
> Is there a reason for this? (is it setting it to an address it thinks should 
> be nonexistant?)

I'm guessing this is a local configuration issue, possibly either
the queue's email address (Configuration->Queues->queuename) or
CorrespondAddress (and/or CommentAddress) in your config.pm.



From pdh at snapgear.com  Thu May  2 18:30:28 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 3 May 2002 08:30:28 +1000
Subject: [rt-users] Autoreply Wars
In-Reply-To: <3CD1E406.6010104@epost.de>
References: <200205021305.51979.mgrubb@fifthvision.net> <3CD1E406.6010104@epost.de>
Message-ID: <20020502223028.GI362@luggage>

Manfred Bathelt wrote:
> The big problem might be, that not all autoresponders use the same 
> signature of MIME-headers...

It's nothing to do with MIME and everything to do with

Precedence: bulk

which waaay too many autoresponders neither set nor honour.




From cewatts at frontier.net  Thu May  2 19:54:23 2002
From: cewatts at frontier.net (Charlie Watts)
Date: Thu, 2 May 2002 17:54:23 -0600 (Mountain Daylight Time)
Subject: Avoiding Mailing Actors (was: Re: [rt-users] (no subject))
In-Reply-To: <20020429080009.GD2831@luggage>
Message-ID: <Pine.WNT.4.44.0205021753230.2928-100000@eggplant.frontier.net>

On Mon, 29 Apr 2002, Phil Homewood wrote:
> Please supply meaningful subjects when sending to this list.
>
> V S R A, Prasad (Prasad) wrote:
> > 	I am in the testing phase of RT. Here are the rules of my scrips,
> > but I donot get any mail to me as the Admin or the requestor. I can send a
> > mail from that unix system though. Any ideas where I could have missed.
>
> Your scrips look fine. Are you taking into account the fact that
> RT tries to never email the person performing the transaction?

I was thinking about adding a preference TO mail the person who modifies a
ticket - would anybody else find that useful, or has it already been done?

-- 
Charlie Watts
cewatts at frontier.net




From pdh at snapgear.com  Thu May  2 19:58:18 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 3 May 2002 09:58:18 +1000
Subject: Avoiding Mailing Actors (was: Re: [rt-users] (no subject))
In-Reply-To: <Pine.WNT.4.44.0205021753230.2928-100000@eggplant.frontier.net>
References: <20020429080009.GD2831@luggage> <Pine.WNT.4.44.0205021753230.2928-100000@eggplant.frontier.net>
Message-ID: <20020502235817.GM362@luggage>

Charlie Watts wrote:
> I was thinking about adding a preference TO mail the person who modifies a
> ticket - would anybody else find that useful, or has it already been done?

As far as I know it hasn't been done, and I suspect it would be a
popular move, judging by the fact that you're not the first to
seem to want it. :-)



From trosmus at nwnexus.net  Thu May  2 20:04:28 2002
From: trosmus at nwnexus.net (Tim Rosmus)
Date: Thu, 2 May 2002 17:04:28 -0700 (PDT)
Subject: [rt-users] NetBSD Alpha installations
Message-ID: <Pine.OSF.4.44.0205021702250.2859-100000@beaker.nwnexus.com>

We're happy enough that we want to move RT on to it's own dedicated
box.   Has anyone installed RT on an DEC Alpha NetBSD 1.5.2 box and
if so, any gotchas?
-- 
                Tim Rosmus <trosmus at nwnexus.net>
                   Postmaster / USENET / DNS
                      Northwest Nexus Inc.




From colleen at darksideproductions.net  Thu May  2 21:57:54 2002
From: colleen at darksideproductions.net (Colleen)
Date: Thu, 2 May 2002 18:57:54 -0700
Subject: [rt-users] group rights regarding resolving tickets
Message-ID: <12F63B1280D5E444930A872E98BF552D6E9C6F@darkside1.darksideproductions.net>

Hi,


I was wondering if it were possible to keep a "group" from resolving
tickets?

I have a group of people, "foo", who do some work and another group,
"bar" that checks to see if it is done.   Is there a "group right" or
"user right" regarding resolving tickets included in RT?



Thanks in advance,


Colleen




From cybert at frontiernet.net  Fri May  3 01:19:36 2002
From: cybert at frontiernet.net (CyberT)
Date: Fri, 03 May 2002 01:19:36 -0400
Subject: [rt-users] segmentation fault
Message-ID: <3CD21DE8.5070803@frontiernet.net>

***message originally sent from wrong email address***


Hi all.

I have just installed RT2 on my rh7.2 box and am getting the following 
error...

apachectl configtest
Syntax OK
/usr/sbin/apachectl: line 198:  1520 Segmentation fault      $HTTPD -t

line 198 reads "Group apache"

Any suggestions on how to fix this?

CyberT
cybert at frontiernet.net




From wash at wananchi.biz  Fri May  3 02:22:33 2002
From: wash at wananchi.biz (Odhiambo Washington)
Date: Fri, 3 May 2002 09:22:33 +0300
Subject: [rt-users] RT - Critical problem with mailgate
Message-ID: <20020503062233.GG93693@ns2.wananchi.com>

Hello everyone,

I've been happily using RT for some time but now I have a problem that has
caught me off-guard. The first thing I am suspecting is an update that I
did to my FreeBSD 4.5-STABLE yesterday. I get the error below when I send
mail to RT:

<cut>
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 cs --action correspond
    generated by cs at wananchi.com
    Child process of address_pipe transport returned 255 (could mean shell command ended by signal 127 (unrecognized signal number)) from command:
    /opt/rt2/bin/rt-mailgate

The following text was generated during the delivery attempt:

------ pipe to |/opt/rt2/bin/rt-mailgate --queue cs --action correspond
       generated by cs at wananchi.com ------

Can't do setuid
</cut>


It's important to point out that I have made no changes at all to config.pm


Thanks



-Wash

S y s t e m s   A d m i n i s t r a t o r
-- 

------=====================================------
Odhiambo Washington		Wananchi Online Ltd 
E: WASH at wananchi.com		www.wananchi.com 
P: (254)2 313 985-9		1st Floor Loita Hse 
F: (254)2 313 922		Loita St., NAIROBI 
------=====================================------
++
It is not enough to succeed.  Others must fail.
		-- Gore Vidal

----- End forwarded message -----


        cheers
       - wash 
----------------------------------+-----------------------------------------
 Odhiambo Washington, wash at wananchi.com	. WANANCHI ONLINE LTD (Nairobi, KE)
 http://ns2.wananchi.com/~wash/		. 1ere Etage, Loita Hse, Loita St.,
 GSM: (254) 722 743 223			. # 10286, 00100 NAIROBI
----------------------------------+-----------------------------------------
"Oh My God! They killed init! You Bastards!"  
						 --from a /. post



From justin at internode.com.au  Fri May  3 02:34:15 2002
From: justin at internode.com.au (Justin Hawkins)
Date: Fri, 3 May 2002 16:04:15 +0930 (CST)
Subject: [rt-users] RT - Critical problem with mailgate
In-Reply-To: <20020503062233.GG93693@ns2.wananchi.com>
Message-ID: <20020503160253.A62575-100000@weasel.internode.com.au>

On Fri, 3 May 2002, Odhiambo Washington wrote:

> Hello everyone,
>
> I've been happily using RT for some time but now I have a problem that has
> caught me off-guard. The first thing I am suspecting is an update that I
> did to my FreeBSD 4.5-STABLE yesterday. I get the error below when I send
> mail to RT:

chmod u+s `which suidperl`

Should do the trick.

FreeBSD suidperl doesn't have the +s bit set by default - and you probably
just installed a new version of it :-)

	- Justin

-- 
Justin Hawkins
Internode Professional Access




From frederic.gobin at mindmatics.de  Fri May  3 03:12:39 2002
From: frederic.gobin at mindmatics.de (Frederic Gobin)
Date: Fri, 03 May 2002 09:12:39 +0200
Subject: [rt-users] RT - Critical problem with mailgate
References: <20020503062233.GG93693@ns2.wananchi.com>
Message-ID: <3CD23867.4070805@mindmatics.de>

I had a similar problem with SuSE 7.0 ...

The main thing to do is in the FAQ :

	http://fsck.com/rtfm/article.html?id=5#61

Another thing is that SuSE keeps a list of SUID-programs
(I had to change the /etc/permissions.easy to correct it)

I don't know FreeBSD, but perhaps it is something similar ...

Frederic Gobin

Odhiambo Washington wrote:
> Hello everyone,
> 
> I've been happily using RT for some time but now I have a problem that has
> caught me off-guard. The first thing I am suspecting is an update that I
> did to my FreeBSD 4.5-STABLE yesterday. I get the error below when I send
> mail to RT:
> 
> <cut>
> 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 cs --action correspond
>     generated by cs at wananchi.com
>     Child process of address_pipe transport returned 255 (could mean shell command ended by signal 127 (unrecognized signal number)) from command:
>     /opt/rt2/bin/rt-mailgate
> 
> The following text was generated during the delivery attempt:
> 
> ------ pipe to |/opt/rt2/bin/rt-mailgate --queue cs --action correspond
>        generated by cs at wananchi.com ------
> 
> Can't do setuid
> </cut>
> 
> 
> It's important to point out that I have made no changes at all to config.pm
> 
> 
> Thanks
> 
> 
> 
> -Wash
> 
> S y s t e m s   A d m i n i s t r a t o r






From bruce_campbell at ripe.net  Fri May  3 05:11:06 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 3 May 2002 11:11:06 +0200 (CEST)
Subject: Avoiding Mailing Actors (was: Re: [rt-users] (no subject))
In-Reply-To: <20020502235817.GM362@luggage>
Message-ID: <Pine.LNX.4.44.0205031103450.22904-100000@x22.ripe.net>

On Fri, 3 May 2002, Phil Homewood wrote:

> Charlie Watts wrote:
> > I was thinking about adding a preference TO mail the person who modifies a
> > ticket - would anybody else find that useful, or has it already been done?
>
> As far as I know it hasn't been done, and I suspect it would be a
> popular move, judging by the fact that you're not the first to
> seem to want it. :-)

'Want to bet?' ;)

At http://www.amsterdamned.org/~bc/rt/BC_SendEmail.pm, you'll find my own
in-house version of SendEmail which does a few other interesting things.

The main thing that it gets used for is for semi-preserving the original
 From and To headers when remailing to the AdminCcs using the
NiceHeaders() function.  ( Yes, its yet another thing I need to clean up
and get put into contrib )

Regards,

-- 
                             Bruce Campbell                            RIPE
                        Currently @ RIPE 42                             NCC
                     Amsterdam, Netherlands                      Operations




From awahlfeldt at subshell.com  Fri May  3 05:24:48 2002
From: awahlfeldt at subshell.com (Andreas Wahlfeldt)
Date: Fri, 3 May 2002 11:24:48 +0200
Subject: [rt-users] enhanced mailgate + keywords ?
Message-ID: <003001c1f284$5edf4560$d7164fd4@bernoulli>

hi all,

it's me again, still playing around with keywords.............

i' ve installed the enhanced mailgate from the download-area onto my RT
2.0.11.

the "enhanced-mailgate.README.txt" instructed me to sent

"pseudo-headers in the message body to set parameters on new or existing
tickets. All pseudo-headers are prefixed with RT- and can be used to set
parameters on new or existing tickets."

so the mail i sent looked like the following :
______________________________________

RT-Owner: awahlfeldt
RT-Status: open
RT-Requestor: her at subshell.com
RT-AdminCc: que at subshell.com
RT-Final-Priority: 9
RT-Due: 12/24/2007
RT-KeywordSelects: Bereich
RT-Keywords +Bilder



textetxtetxt
_______________________________________

result : a new ticket is created :-)
ticket-owner, status , requestor, admincc and due-date are set accordingly
:-))
final-priority is not set :-(
keywords are not set :-(((

probably i've just misspelled / or misunderstood something (though i've
unsuccessfully tried any thinkable variation of the above).

so, anybody out there managed to set keywords with the enhanced mailgate ???

please share your knowledge / ideas / hints with me.

tia

andreas wahlfeldt
subshell GmbH
Weidenallee 1
20357 Hamburg








From smylers at gbdirect.co.uk  Fri May  3 05:29:15 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Fri, 3 May 2002 10:29:15 +0100 (BST)
Subject: [rt-users] RT misparsing From header
In-Reply-To: <a05100300b8f715ca575f@[217.185.65.188]>
Message-ID: <Pine.LNX.4.44.0205031018080.20744-100000@tiger.gbdirect.co.uk>

Yesterday Sebastian Flothow wrote:

> At 9:30 Uhr +0100 22.4.2002, Smylers wrote:
>
> >   http://lists.fsck.com/pipermail/rt-users/2002-March/007455.html
>
> I applied the modification proposed at the end of this post, which
> solves the problem (and doesn't cause any new problems as far as I can
> see).
>
> Jesse: will this be included in a future version of RT?
>
> > > This is RT 2.0.13, sending mail via qmail.
> >
> > We're using 'Exim'; Phil Oester who had the problem last time uses
> > 'Sendmail'.  This could be significant.
>
> Well, it supports the assumption that there's nothing wrong with the
> MTA.

Except that we _don't_ get the problem with 'Exim'.  My mail quoted
above was written theoretically, based on what I expected to happen, not
on me having experienced the problem.

Jesse asked me to test Simon Cozen's patch (referred to earlier in that
March thread) so I created a user with quote marks in their real name
and, but couldn't actually coax my system into failing in the way I'd
expected either with or without Simon's patch.

In other words, for me at least, the current 'RT' code works fine though
I don't understand why.  It could be that 'Exim' is doing something
funky to compensate for dodgy quotes, or it could be something entirely
different.

> > Can you look up the entry for Joe Random's user account in 'RT' and
> > look to see what his real name is set to.  In particular, does it
> > have quotes in it?
>
> It's set to "Random, Joe", including the quotes.

That's what I suspected, and is what I set up when trying and failing to
reproduce this behaviour.

> > It looks like quotes are being added in two places (one of them
> > probably being when "via RT" is appended).
>
> Not quite - RT adds quotes only once, when "via RT" is appended, which
> causes trouble if the name already has quotes.

Fair enough; what I meant is that the across the entire system there are
two places where quotes are being added.  The first quotes are
(correctly) added by the requestor's MUA; they are first added into 'RT'
when that user is created.

> Thus, another way of fixing this would be to strip quotes when users
> are auto-created on ticket creation.

Yes -- it's probably more sensible to ensure that no quotes end up in
that field in the first place, than to have to remove them every time a
mail is sent.  (Especially since typically each user created will
receive several mails.)

But I've just realized the disadvantage of that: stripping quotes on the
way in doesn't help with any users already in your database with quotes
in them.  You'd also need a script to iterate through the DB and remove
quotes from existing users, which is considerably more effort.

Cheers.

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




From rene.heimes at terratec.de  Fri May  3 05:50:21 2002
From: rene.heimes at terratec.de (Rene Heimes)
Date: Fri, 3 May 2002 11:50:21 +0200
Subject: [rt-users] rt on win32
Message-ID: <KCEEKINIAGJGEFLIFLCAGEKKCAAA.rene.heimes@terratec.de>

hello everyone!

has anyone tried to install rt on win32 yet?
are there any different requirements or other points to take notice of?

TIA

Ren?




From smylers at gbdirect.co.uk  Fri May  3 06:03:01 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Fri, 3 May 2002 11:03:01 +0100 (BST)
Subject: Avoiding Mailing Actors (was: Re: [rt-users] (no subject))
In-Reply-To: <20020502235817.GM362@luggage>
Message-ID: <Pine.LNX.4.44.0205031042000.20744-100000@tiger.gbdirect.co.uk>

Phil Homewood wrote:

> Charlie Watts wrote:
>
> > I was thinking about adding a preference TO mail the person who
> > modifies a ticket - would anybody else find that useful, or has it
> > already been done?
>
> As far as I know it hasn't been done, and I suspect it would be a
> popular move, judging by the fact that you're not the first to seem to
> want it. :-)

It's something I've been thinking about too; I've noted Bruce's mail,
but not looked at his code yet.

I do like that when I send a mail to an 'RT' address I don't end up
spamming myself a few minute's later (compared to say, mailing round
other internal 'group' addresses of which I'm a member); my mailer will
already have saved my copy in the appropriate folder.

But if, for whatever reason, I'm responding to a ticket through the web
interface, I _would_ like to be mailed a copy to store for future
reference with other mails I've sent.  (So that either way, I have
exactly one copy myself.)

This is mostly just thinking out loud here, cos I was planning to code
this at some point but it isn't my highest priority.  But if anybody
else is adding a 'yes/no' user preference for self-mailing, I'd
appreciate it if you did so in a way which made it possible later to
change this to 'yes/no/only from the web'!

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




From awahlfeldt at subshell.com  Fri May  3 06:16:07 2002
From: awahlfeldt at subshell.com (Andreas Wahlfeldt)
Date: Fri, 3 May 2002 12:16:07 +0200
Subject: [rt-users] RE : escalator
Message-ID: <003e01c1f28b$8a8bacb0$d7164fd4@bernoulli>

> Message: 4
> Date: Thu, 2 May 2002 21:08:03 +0200 (METDST)
> From: Elmar Knipp <Elmar.Knipp at knipp.de>
> To: rt-users at lists.fsck.com
> Subject: [rt-users] escalator
>
> Hi,
>
> I want to run the Escalator Script, which is in the contrib/2.0 dir.
> But it needs
>
>  use RT::Action::EscalatePriority;
>
> which I cannot find in my installation (2.0.11) and it seems not be in
> the 2.0.13.
>
> Any hints?
>
> Elmar
-----------------------------------------

hi elmar,

it's also in the addons section, but quite hidden.
take a look here :


http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/ScripActions/EscalatePriori
ty/EscalatePriority.pm

cu
andreas

andreas wahlfeldt
subshell GmbH
Weidenallee 1
20357 Hamburg





From bortzmeyer at netaktiv.com  Fri May  3 07:38:49 2002
From: bortzmeyer at netaktiv.com (Stephane Bortzmeyer)
Date: Fri, 3 May 2002 13:38:49 +0200
Subject: [rt-users] is there a way to list dead TIckets?
In-Reply-To: <3cd18aa4.dec.0@meloo.com>
References: <3cd18aa4.dec.0@meloo.com>
Message-ID: <20020503113849.GA28301@staff.netaktiv.com>

On Thu, May 02, 2002 at 08:51:16PM +0000,
 naoy at levillage.org <naoy at levillage.org> wrote 
 a message of 18 lines which said:

> i 'pretty new whith RT and i can't list dead tickets, i can list new,
> open , stailed, an resovle but when I chose dead: nothing, in the database

Funny, same problem for me. RT 2.0.11 (not updated to 2.0.13 yet,
bad).

rt2=# SELECT count(*) FROM tickets WHERE status = 'dead';
 count 
-------
     2

But RT's Search interface shows nothing (stalled tickets are displayed
fine).



From s.bennett at lancaster.ac.uk  Fri May  3 08:07:13 2002
From: s.bennett at lancaster.ac.uk (Bennett, Steve)
Date: Fri, 3 May 2002 13:07:13 +0100 
Subject: [rt-users] problem logging out of RT from Opera
Message-ID: <45EA1063C2F8D211915800204808343B024AB64E@exchange1.lancs.ac.uk>

Hi

I've only just started playing with RT (got my test install running today...),
so apologies if this is down to inexperience or bad configuration on my part...

I've found a problem when using WebRT from an Opera browser - it's very
difficult to log out - you hit the 'Logout' link, and it says "you've been
logged out", but then you immediately get logged back in again!
The problem does not occur on Mozilla.

My guess is that the browser is caching pages more than it ought to (I don't
think it should be caching at all)

I've found a fix which appears to work for me - I've added the following
(apologies if this gets mangled in the mail):

	<%INIT>
	# ask the browser not to cache our content
	$r->headers_out->add('Pragma' => 'no-cache'); # HTTP/1.0
	$r->headers_out->add('Cache-Control' => 'no-cache, must-revalidate'); #
HTTP/1.1
	</%INIT>

 to "local/WebRT/html/NoAuth/Logout.html", and something to the same effect in
"local/WebRT/html/Elements/Header" ,after having copied the files from the
non-local part of the tree.

--
Steve Bennett, Systems Support, Lancaster University




From naoy at levillage.org  Fri May  3 15:44:56 2002
From: naoy at levillage.org (naoy at levillage.org)
Date: Fri, 3 May 2002 15:44:56 fr
Subject: [rt-users] scrips to move ticket from one queue to another...
Message-ID: <3cd29458.4737.0@meloo.com>

hello world

I need a scrips which make when a Ticket is resovlve in queue 'homologation',
the Ticket appears as New in queue 'production'
anyone got hint?
thanks in advance

---
Ce mel a ?t? envoy? avec Meloo http://www.meloo.com




From frederic.gobin at mindmatics.de  Fri May  3 09:13:04 2002
From: frederic.gobin at mindmatics.de (Frederic Gobin)
Date: Fri, 03 May 2002 15:13:04 +0200
Subject: [rt-users] eMail problems
Message-ID: <3CD28CE0.1050805@mindmatics.de>

Each time I send an eMail, it gets also to a watcher.
He uses Outlook 2000 as an eMail-client and sees the eMails comming from

	"daemon user for apache"

or

	"daemon"

But the Requestor sees the correct address

	"support at ..."

How can I change it so that the watcher sees a correct eMail-address ...

... and where does that addresses come from ?

Frederic Gobin




From frederic.gobin at mindmatics.de  Fri May  3 10:43:10 2002
From: frederic.gobin at mindmatics.de (Frederic Gobin)
Date: Fri, 03 May 2002 16:43:10 +0200
Subject: [rt-users] eMail problems
References: <3CD28CE0.1050805@mindmatics.de>
Message-ID: <3CD2A1FE.5090900@mindmatics.de>

I found out that the problem lies in the eMail-header
The "From:"-field contains the correct value, but the "Sender:"-field 
contains "Daemon user for Apache <wwwrun at ...>"

It seems that Mozilla shows the "From:"-field as sender and Outlook 2000 
shows the "Sender:"-field as sender.

Where does the "Sender:"-field come from ?
It seems to me that it contains a wrong value, so it is possible to 
change this ?

Frederic Gobin

Frederic Gobin wrote:
> Each time I send an eMail, it gets also to a watcher.
> He uses Outlook 2000 as an eMail-client and sees the eMails comming from
> 
>     "daemon user for apache"
> 
> or
> 
>     "daemon"
> 
> But the Requestor sees the correct address
> 
>     "support at ..."
> 
> How can I change it so that the watcher sees a correct eMail-address ...
> 
> ... and where does that addresses come from ?
> 
> Frederic Gobin
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 
> 






From gregw-rt-users at greg.cex.ca  Fri May  3 10:47:24 2002
From: gregw-rt-users at greg.cex.ca (Greg White)
Date: Fri, 3 May 2002 07:47:24 -0700
Subject: [rt-users] RT - Critical problem with mailgate
In-Reply-To: <20020503160253.A62575-100000@weasel.internode.com.au>; from justin@internode.com.au on Fri, May 03, 2002 at 04:04:15PM +0930
References: <20020503062233.GG93693@ns2.wananchi.com> <20020503160253.A62575-100000@weasel.internode.com.au>
Message-ID: <20020503074724.D204@greg.cex.ca>

On Fri May 05/03/02, 2002 at 04:04:15PM +0930, Justin Hawkins wrote:
> On Fri, 3 May 2002, Odhiambo Washington wrote:
> 
> > Hello everyone,
> >
> > I've been happily using RT for some time but now I have a problem that has
> > caught me off-guard. The first thing I am suspecting is an update that I
> > did to my FreeBSD 4.5-STABLE yesterday. I get the error below when I send
> > mail to RT:
> 
> chmod u+s `which suidperl`
> 
> Should do the trick.
> 
> FreeBSD suidperl doesn't have the +s bit set by default - and you probably
> just installed a new version of it :-)


And don't forget to :

echo "ENABLE_SUIDPERL= true" >> /etc/make.conf

so you don't get burned again. ;)

-- 
Greg White



From darrinw at nixc.net  Fri May  3 10:43:53 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Fri, 3 May 2002 10:43:53 -0400
Subject: [rt-users] scrips to move ticket from one queue to another...
In-Reply-To: <3cd29458.4737.0@meloo.com>; from naoy@levillage.org on Fri, May 03, 2002 at 03:44:56PM +0000
References: <3cd29458.4737.0@meloo.com>
Message-ID: <20020503104353.C11026@nixc.net>

  |+ I need a scrips which make when a Ticket is resovlve in queue 'homologation',
  |+ the Ticket appears as New in queue 'production'
  |+ anyone got hint?
  |+ thanks in advance

Wouldn't that defeat the logic of 'resolving' a ticket?




From smylers at gbdirect.co.uk  Fri May  3 11:15:24 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Fri, 3 May 2002 16:15:24 +0100 (BST)
Subject: [rt-users] scrips to move ticket from one queue to another...
In-Reply-To: <20020503104353.C11026@nixc.net>
Message-ID: <Pine.LNX.4.44.0205031605330.27021-100000@tiger.gbdirect.co.uk>

Darrin Walton wrote:

> > I need a scrips which make when a Ticket is resovlve in queue
> > 'homologation', the Ticket appears as New in queue 'production'
> > anyone got hint?  thanks in advance
>
> Wouldn't that defeat the logic of 'resolving' a ticket?

If you have several stages of processing something, then you could have
a queue for each stage (and different people looking at each queue).

I didn't ask the original question above, but I had previously
considered something like this, creating a second queue for 'billing'.
Basically, when a job is finished in the main queue, it gets moved to
the billing queue.  That has the advantage that once a job is are
finished, people working on it don't still see its tickets lying around
the main queue.  But the finance department then have their own queue
for tracking jobs being invoiced and (hopefully) paid for.

The split makes sense because once a job is completed, the people
working on it don't care about it any more.  But _until_ a job is
completed, the accounts people don't care about it.  So resolving from
one queue into another fits.

Actually I haven't done the above; I've implemented this at the moment
with keywords.  But I don't think it should be rejected as an idea.

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




From khera at kcilink.com  Fri May  3 11:57:23 2002
From: khera at kcilink.com (Vivek Khera)
Date: Fri, 3 May 2002 11:57:23 -0400
Subject: [rt-users] Autoreply Wars
In-Reply-To: <3CD1E406.6010104@epost.de>
References: <200205021305.51979.mgrubb@fifthvision.net>
	<3CD1E406.6010104@epost.de>
Message-ID: <15570.45923.789485.273186@onceler.kciLink.com>

>>>>> "MB" == Manfred Bathelt <Manfred.Bathelt at epost.de> writes:

MB> I think the solution is easy on SMTP-level, but I have no idea how to 
MB> fix it in RT codebase.
MB> Autoresponders normally insert special MIME headers in their messages, 
MB> just view them

I've had my fair share of autoresponder wars from running various
services over the years.  The *only* way to block this is to have a
per-address database of responses sent during the last X days (or
hours or whatever) and *not* respond to any address in that list.
We usually build our autoresponders to scan this list and purge old
addresses prior to checking for the existence of the current target.

In RT, I could see this as a config variable (say
$autoRespondBlackoutTime) and a per-queue list of of addresses that
have gotten an autoresponse and the time they got it.  If they send
another message that triggers an autoresponder within
$autoRespondBlackoutTime amount of time to that queue, they don't get
the response.  I'd set that time at something like 30 minutes.




From michael.haro at ceres.ca.gov  Fri May  3 12:23:11 2002
From: michael.haro at ceres.ca.gov (Michael Haro)
Date: Fri, 3 May 2002 09:23:11 -0700
Subject: [rt-users] eMail problems
In-Reply-To: <3CD2A1FE.5090900@mindmatics.de>; from frederic.gobin@mindmatics.de on Fri, May 03, 2002 at 04:43:10PM +0200
References: <3CD28CE0.1050805@mindmatics.de> <3CD2A1FE.5090900@mindmatics.de>
Message-ID: <20020503092310.A6674@ceres.ca.gov>

I haven't checked, but possibly the Mail::Internet module which is used by
the MIME Tools package that RT::Action::SendEmail uses.  Somewhere in
Mail::Internet it sets From and Sender with the unix user if they were not
set to a value already.

Just a guess...

Michael

On Fri, May 03, 2002 at 04:43:10PM +0200, Frederic Gobin wrote:
> I found out that the problem lies in the eMail-header
> The "From:"-field contains the correct value, but the "Sender:"-field 
> contains "Daemon user for Apache <wwwrun at ...>"
> 
> It seems that Mozilla shows the "From:"-field as sender and Outlook 2000 
> shows the "Sender:"-field as sender.
> 
> Where does the "Sender:"-field come from ?
> It seems to me that it contains a wrong value, so it is possible to 
> change this ?
> 
> Frederic Gobin
> 
> Frederic Gobin wrote:
> > Each time I send an eMail, it gets also to a watcher.
> > He uses Outlook 2000 as an eMail-client and sees the eMails comming from
> > 
> >     "daemon user for apache"
> > 
> > or
> > 
> >     "daemon"
> > 
> > But the Requestor sees the correct address
> > 
> >     "support at ..."
> > 
> > How can I change it so that the watcher sees a correct eMail-address ...
> > 
> > ... and where does that addresses come from ?
> > 
> > Frederic Gobin
> > 
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> > 
> > 
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From rlpowell at digitalkingdom.org  Fri May  3 12:57:28 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Fri, 3 May 2002 09:57:28 -0700
Subject: [rt-users] group rights regarding resolving tickets
In-Reply-To: <12F63B1280D5E444930A872E98BF552D6E9C6F@darkside1.darksideproductions.net>
References: <12F63B1280D5E444930A872E98BF552D6E9C6F@darkside1.darksideproductions.net>
Message-ID: <20020503165728.GL15359@digitalkingdom.org>

On Thu, May 02, 2002 at 06:57:54PM -0700, Colleen wrote:
> Hi,
> 
> 
> I was wondering if it were possible to keep a "group" from resolving
> tickets?
> 
> I have a group of people, "foo", who do some work and another group,
> "bar" that checks to see if it is done.   Is there a "group right" or
> "user right" regarding resolving tickets included in RT?

As far as I can see, just "Modify Ticket".

-Robin

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



From bruce_campbell at ripe.net  Fri May  3 13:04:52 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 3 May 2002 19:04:52 +0200 (CEST)
Subject: [rt-users] problem logging out of RT from Opera
In-Reply-To: <45EA1063C2F8D211915800204808343B024AB64E@exchange1.lancs.ac.uk>
Message-ID: <Pine.LNX.4.44.0205031903350.22904-100000@x22.ripe.net>

On Fri, 3 May 2002, Bennett, Steve wrote:

> I've found a problem when using WebRT from an Opera browser - it's very
> difficult to log out - you hit the 'Logout' link, and it says "you've been
> logged out", but then you immediately get logged back in again!

Known problem (I got bit by it before).  The solution is in the
Preferences, Network, History and Cache, and making sure that it Always
checks to see whether a document has been modified.

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

And the FAQ has been updated with the Opera question.

Regards,

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




From mgrubb at fifthvision.net  Fri May  3 13:05:29 2002
From: mgrubb at fifthvision.net (Michael Grubb)
Date: Fri, 3 May 2002 12:05:29 -0500
Subject: [rt-users] scrips to move ticket from one queue to another...
In-Reply-To: <3cd29458.4737.0@meloo.com>
References: <3cd29458.4737.0@meloo.com>
Message-ID: <200205031205.29304.mgrubb@fifthvision.net>

Well, I've written a ScripAction MoveToQueue which will move a message to a 
given queue, you could easily modify to to also set the status when it is 
moved.

(I intend on getting this added to the contrib folder soon.)


On Friday 03 May 2002 10:44 am, naoy at levillage.org wrote:
> hello world
>
> I need a scrips which make when a Ticket is resovlve in queue
> 'homologation', the Ticket appears as New in queue 'production'
> anyone got hint?
> thanks in advance
>
> ---
> Ce mel a ?t? envoy? avec Meloo http://www.meloo.com
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
-------------- next part --------------
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From rlpowell at digitalkingdom.org  Fri May  3 13:14:22 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Fri, 3 May 2002 10:14:22 -0700
Subject: [rt-users] problem logging out of RT from Opera
In-Reply-To: <Pine.LNX.4.44.0205031903350.22904-100000@x22.ripe.net>
References: <45EA1063C2F8D211915800204808343B024AB64E@exchange1.lancs.ac.uk> <Pine.LNX.4.44.0205031903350.22904-100000@x22.ripe.net>
Message-ID: <20020503171422.GM15359@digitalkingdom.org>

On Fri, May 03, 2002 at 07:04:52PM +0200, Bruce Campbell wrote:
> On Fri, 3 May 2002, Bennett, Steve wrote:
> 
> > I've found a problem when using WebRT from an Opera browser - it's
> > very difficult to log out - you hit the 'Logout' link, and it says
> > "you've been logged out", but then you immediately get logged back
> > in again!
> 
> Known problem (I got bit by it before).  The solution is in the
> Preferences, Network, History and Cache, and making sure that it
> Always checks to see whether a document has been modified.

As opposed to having the page itself ask the browser not to cache?
That seems like a bad idea.  I'm not turning off all caching just for
one product.

-Robin

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



From rlpowell at digitalkingdom.org  Fri May  3 13:31:25 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Fri, 3 May 2002 10:31:25 -0700
Subject: [rt-users] problem logging out of RT from Opera
In-Reply-To: <5.1.0.14.0.20020503102510.01f568c8@localhost>
References: <Pine.LNX.4.44.0205031903350.22904-100000@x22.ripe.net> <45EA1063C2F8D211915800204808343B024AB64E@exchange1.lancs.ac.uk> <Pine.LNX.4.44.0205031903350.22904-100000@x22.ripe.net> <5.1.0.14.0.20020503102510.01f568c8@localhost>
Message-ID: <20020503173125.GN15359@digitalkingdom.org>

Ah.  My bad.

-Robin

On Fri, May 03, 2002 at 10:26:34AM -0700, Russ Johnson wrote:
> It's an Opera problem. Opera ignores "No Cache" directives in web pages.
> 
> There is a no cache in the RT webpages.
> 
> Here it is:
> 
> <HEAD>
> <TITLE>RT/tripwire_ticket: Start page</TITLE>
> <META HTTP-EQUIV="PRAGMA" CONTENT="NO-CACHE">
> 
> 
> <link rel="stylesheet" href="/NoAuth/webrt.css" type="text/css">
> </HEAD>
> 
> 
> At 10:14 AM 5/3/2002 -0700, you wrote:
> >As opposed to having the page itself ask the browser not to cache?
> >That seems like a bad idea.  I'm not turning off all caching just for
> >one product.
> 
> Russ Johnson
> http://www.dimstar.net
> 
> 
> Stewardesses is the longest word that is typed with only the left hand
> 
> 

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



From khera at kcilink.com  Fri May  3 13:53:45 2002
From: khera at kcilink.com (Vivek Khera)
Date: Fri, 3 May 2002 13:53:45 -0400
Subject: [rt-users] problem logging out of RT from Opera
In-Reply-To: <20020503171422.GM15359@digitalkingdom.org>
References: <45EA1063C2F8D211915800204808343B024AB64E@exchange1.lancs.ac.uk>
	<Pine.LNX.4.44.0205031903350.22904-100000@x22.ripe.net>
	<20020503171422.GM15359@digitalkingdom.org>
Message-ID: <15570.52905.85857.165993@onceler.kciLink.com>

>>>>> "RLP" == Robin Lee Powell <rlpowell at digitalkingdom.org> writes:

>> Known problem (I got bit by it before).  The solution is in the
>> Preferences, Network, History and Cache, and making sure that it
>> Always checks to see whether a document has been modified.

RLP> As opposed to having the page itself ask the browser not to cache?
RLP> That seems like a bad idea.  I'm not turning off all caching just for
RLP> one product.

No, it is a bug/feature in Opera.  It *ignores* the expires header a
page may send if it falls within the time it has configured for not to
check for modifications.



From colleen at darksideproductions.net  Fri May  3 14:11:00 2002
From: colleen at darksideproductions.net (Colleen)
Date: Fri, 3 May 2002 11:11:00 -0700
Subject: [rt-users] scrips to move ticket from one queue to another...
Message-ID: <12F63B1280D5E444930A872E98BF552D6E9C78@darkside1.darksideproductions.net>

This is what I'm trying to mimic with my question to the list yesterday,

"> I was wondering if it were possible to keep a "group" from resolving 
> tickets?
> 
> I have a group of people, "foo", who do some work and another group,
> "bar" that checks to see if it is done.   Is there a "group right" or
> "user right" regarding resolving tickets included in RT?"


I have some users belonging to group x, some belonging to y and some
belonging to z.  A request needs to go through all groups/queues, and
I've listed all these groups in the queue.  So when a user in a group is
done with the ticket they change the queue.  Thing is, I want to keep
users in certain groups from resolving a ticket (groups x and y) because
it hasn't gone through z yet.  Only z is allowed to resolve the ticket,
while others can only make changes on it.  I don't mind changing the
queue by hand, but keeping some users from resolving issues is pretty
important.

Is this possible at all?


Thanks!

Colleen 


> -----Original Message-----
> From: Michael Grubb [mailto:mgrubb at fifthvision.net]
> Sent: Friday, May 03, 2002 9:05 AM
> To: naoy at levillage.org; rt-users at lists.fsck.com
> Subject: Re: [rt-users] scrips to move ticket from one queue to
another...
> Importance: High
> 
> Well, I've written a ScripAction MoveToQueue which will move a message
to
> a
> given queue, you could easily modify to to also set the status when it
is
> moved.
> 
> (I intend on getting this added to the contrib folder soon.)
> 
> 
> On Friday 03 May 2002 10:44 am, naoy at levillage.org wrote:
> > hello world
> >
> > I need a scrips which make when a Ticket is resovlve in queue
> > 'homologation', the Ticket appears as New in queue 'production'
> > anyone got hint?
> > thanks in advance
> >
> > ---
> > Ce mel a ?t? envoy? avec Meloo http://www.meloo.com
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> > Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm



From gwarnagiris at babcockbrown.com  Fri May  3 14:59:08 2002
From: gwarnagiris at babcockbrown.com (George Warnagiris)
Date: Fri, 3 May 2002 14:59:08 -0400 
Subject: [rt-users] rt on win32
Message-ID: <D2C244AC3888D511AB120008C7864703012DA993@soho.ny.babcockbrown.com>

I didn't see a response to this question.  As far as I know it has never
been done.

See: http://lists.fsck.com/pipermail/rt-users/2001-November/005471.html

for more information.

Regards,
George

-----Original Message-----
From:	Rene Heimes [mailto:rene.heimes at terratec.de]
Sent:	Friday, May 03, 2002 5:50 AM
To:	rt-users at lists.fsck.com
Subject:	[rt-users] rt on win32

hello everyone!

has anyone tried to install rt on win32 yet?
are there any different requirements or other points to take notice of?

TIA

Ren?


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

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



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



From purp at wildbrain.com  Fri May  3 17:39:31 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 03 May 2002 14:39:31 -0700
Subject: [rt-users] CONTRIB: Add Search links to Search Listings
Message-ID: <1020461976.7997.158.camel@milagro.wildbrain.com>

Howdy!

May I again say that RT is one finely-architected piece of software?

While looking at another question asked on rt-devel, I stumbled over a
to-do in config.pm that wanted the ability to click the Owner's name in
a search listing and be transported to a search listing showing tickets
owned by that owner. That sounded really useful and, an hour or so
later, here we are. =]

Attached is a copy of the revised TicketCell which now understands how
to perform simple searches based on what felt like a reasonable
imitation of the TicketLink syntax. Here's an example from my current
config.pm %WebOptions:

       { Header => 'Requestor(s)',
         TicketAttribute => 'Requestors->First->OwnerObj->RealName',
         SearchLink => 1,
         SearchType => 'Requestor',
         SearchAttribute => 'Requestors->First->OwnerObj->EmailAddress',
         SearchOperator => 'LIKE',
         ExtraLinks => 
           '&StatusOp=%21%3D&ValueOfStatus=dead&ValueOfStatus=resolved'
         },

       # TODO: It would be nice with a link here to the Owner and all
       # other request owned by this Owner.
       { Header => 'Owner', 
         TicketAttribute => 'OwnerObj->RealName',
         SearchLink => 1,
         SearchType => 'Owner',
         SearchAttribute => 'OwnerObj->Name',
         SearchOperator => '%3D',
         ExtraLinks =>
           '&StatusOp=%21%3D&ValueOfStatus=dead&ValueOfStatus=resolved'
       },

BTW, note that TicketAttribute has been changed in both entries above to
show real name (not email or username). That's where this all started.
=]

TO INSTALL THIS: Copy it to
/path/to/rt/local/WebRT/html/Search/TicketCell. It should just work from
there. Remember that when you change your config.pm, you must restart
your webserver or the changes won't take effect.

Cheers!

--j
-- 
Jim Meyer, Geek At Large                              purp at wildbrain.com
-------------- next part --------------
%#$Header: /raid/cvsroot/rt/webrt/Search/TicketCell,v 1.2 2001/11/06 23:07:01 jesse Exp $
<% $link |n%><%$Column->{Constant} || eval("\$Ticket->$Column->{TicketAttribute}") || "-" %><% $endlink|n %>
<%INIT>

my $link = "";
my $endlink = "";
if ($Column->{TicketLink}) {
	$link = "<A HREF=\"";
	if ($Column->{TicketLink} == 1 ) {
		$link .= "../Ticket/Display.html?";
	} else {
		$link .= $Column->{TicketLink};
	}

	$link .= "id=".$Ticket->Id . $Column->{ExtraLinks};

	if ($session{NewWindowOption}) {
		$link .= "TARGET=\"TicketDisplay".$session{AlwaysNewWindowOption} && 
			(time() . rand(1024))."\" ";
	}
	$link .= "\">";
	$endlink = "</a>";
} elsif ($Column->{SearchLink}) {
	$link = "<A HREF=\"";
	if ($Column->{SearchLink} == 1 ) {
		$link .= "../Search/Listing.html?NewSearch=1&";
	} else {
		$link .= $Column->{SearchLink};
	}

	$Column->{SearchType} = ucfirst($Column->{SearchType});

	$link .= "ValueOf" .$Column->{SearchType}. "=" ;
	$link .= eval("\$Ticket->$Column->{SearchAttribute}") ;
	$link .= "&" . $Column->{SearchType} . "Op=" . $Column->{SearchOperator};
	$link .= $Column->{ExtraLinks};

	if ($session{NewWindowOption}) {
		$link .= "TARGET=\"TicketDisplay".$session{AlwaysNewWindowOption} && 
			(time() . rand(1024))."\" ";
	}
	$link .= "\">";
	$endlink = "</a>";
}
</%INIT>
<%ARGS>
$Ticket => undef
$Column => undef
</%ARGS>

From gwarnagiris at babcockbrown.com  Fri May  3 18:06:36 2002
From: gwarnagiris at babcockbrown.com (George Warnagiris)
Date: Fri, 3 May 2002 18:06:36 -0400 
Subject: [rt-users] segmentation fault
Message-ID: <D2C244AC3888D511AB120008C7864703012DA99C@soho.ny.babcockbrown.com>

My guess as to the cause of this problem is any modules that use DBI must be
loaded after Apache::DBI.  Be sure 'PerlModule Apache::DBI appears before
PerlModule Apache::Registry in your httpd.conf.

See this mod_perl thread for more information:
http://archive.davin.ottawa.on.ca/modperl/2001-09/msg00167.phtml

Take care,
George

-----Original Message-----
From:	CyberT [mailto:cybert at frontiernet.net]
Sent:	Friday, May 03, 2002 1:20 AM
To:	rt-users
Subject:	[rt-users] segmentation fault

***message originally sent from wrong email address***


Hi all.

I have just installed RT2 on my rh7.2 box and am getting the following 
error...

apachectl configtest
Syntax OK
/usr/sbin/apachectl: line 198:  1520 Segmentation fault      $HTTPD -t

line 198 reads "Group apache"

Any suggestions on how to fix this?

CyberT
cybert at frontiernet.net


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

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



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



From dp at ultrairc.net  Fri May  3 20:25:21 2002
From: dp at ultrairc.net (Dave Ellsworth)
Date: Fri, 3 May 2002 20:25:21 -0400
Subject: [rt-users] replying to tickets
Message-ID: <BEEFJHAECLHBIKGMKCHJKEOHCMAA.dp@ultrairc.net>

When I reply to tickets no email is sent to the requestor of the ticket, I
know outgoing mail works because autoreply on create works.




From dp at ultrairc.net  Fri May  3 20:37:40 2002
From: dp at ultrairc.net (Dave Ellsworth)
Date: Fri, 3 May 2002 20:37:40 -0400
Subject: [rt-users] replying to tickets
In-Reply-To: <BEEFJHAECLHBIKGMKCHJKEOHCMAA.dp@ultrairc.net>
Message-ID: <BEEFJHAECLHBIKGMKCHJCEOICMAA.dp@ultrairc.net>

whoops, I forgot mention I have QMAIL
$MailCommand = 'sendmailpipe';
$SendmailArguments="";
$SendmailPath = "/var/qmail/bin/qmail-inject";
is my setup

Also I watched the qmail log when I attempted to send email from the WebUI
in any way
@400000003cd32c6b390f8564 new msg 242203
@400000003cd32c6b390fa4a4 info msg 242203: bytes 813 from
<anonymous at ultrairc.net> qp 21143 uid 48
@400000003cd32c6b3ab6ec04 end msg 242203

thats all I saw in the log

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Dave Ellsworth
Sent: Friday, May 03, 2002 8:25 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] replying to tickets


When I reply to tickets no email is sent to the requestor of the ticket, I
know outgoing mail works because autoreply on create works.


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

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




From dan at tellurian.com.au  Fri May  3 21:33:58 2002
From: dan at tellurian.com.au (Dan Shearer)
Date: Sat, 4 May 2002 11:03:58 +0930 (CST)
Subject: [rt-users] Minor: fix for CVS/Aegis instructions
Message-ID: <Pine.LNX.4.21.0205041055260.13471-100000@calulu.shearer.org>

http://www.bestpractical.com/rt/cvs.html is very out of date. Where it
says: 

  RT 2.0 lives on a branch called "rt-2-0". Get your hot fresh source
  at: 
     cvs -d :pserver:anoncvs at cvs.fsck.com:/raid/cvsroot co -r rt-2-0 rt

  The current development sources live on the repository's HEAD 
     cvs -d :pserver:anoncvs at cvs.fsck.com:/raid/cvsroot co rt 
     cvs -d :pserver:anoncvs at cvs.fsck.com:/raid/cvsroot co DBIx

it should instead say something like:

  RT 2.0.x development is in the cvs HEAD branch. Get your hot fresh
  source at: 
     cvs -d :pserver:anoncvs at cvs.fsck.com:/raid/cvsroot co rt

  Actually, RT 2.0.x development is done in Aegis, but exported to cvs. 
  RT 2.1.x development is done only with Aegis, see 

     http://fsck.com/aegis/aegis.cgi?file at proj_menu+project@rt.2.1

  and work it out from there.

(and I'm not subscribed to this mailing list very often.)

Dan




From dp at ultrairc.net  Fri May  3 21:35:24 2002
From: dp at ultrairc.net (Dave Ellsworth)
Date: Fri, 3 May 2002 21:35:24 -0400
Subject: [rt-users] replying to tickets
In-Reply-To: <BEEFJHAECLHBIKGMKCHJCEOICMAA.dp@ultrairc.net>
Message-ID: <BEEFJHAECLHBIKGMKCHJMEOKCMAA.dp@ultrairc.net>

whoops, ok I forgot to reload apache after I changed my outgoing email
setup, it's fixed now except for one thing the return path puts:
Return-Path: <anonymous at ultrairc.net>
I need it to be support at speedyhosting.net
any idea how I can fix this?

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Dave Ellsworth
Sent: Friday, May 03, 2002 8:38 PM
To: rt-users at lists.fsck.com
Subject: RE: [rt-users] replying to tickets


whoops, I forgot mention I have QMAIL
$MailCommand = 'sendmailpipe';
$SendmailArguments="";
$SendmailPath = "/var/qmail/bin/qmail-inject";
is my setup

Also I watched the qmail log when I attempted to send email from the WebUI
in any way
@400000003cd32c6b390f8564 new msg 242203
@400000003cd32c6b390fa4a4 info msg 242203: bytes 813 from
<anonymous at ultrairc.net> qp 21143 uid 48
@400000003cd32c6b3ab6ec04 end msg 242203

thats all I saw in the log

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Dave Ellsworth
Sent: Friday, May 03, 2002 8:25 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] replying to tickets


When I reply to tickets no email is sent to the requestor of the ticket, I
know outgoing mail works because autoreply on create works.


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

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


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

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




From rlpowell at digitalkingdom.org  Sat May  4 01:38:51 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Fri, 3 May 2002 22:38:51 -0700
Subject: [rt-users] Minor: fix for CVS/Aegis instructions
In-Reply-To: <Pine.LNX.4.21.0205041055260.13471-100000@calulu.shearer.org>
References: <Pine.LNX.4.21.0205041055260.13471-100000@calulu.shearer.org>
Message-ID: <20020504053851.GV15359@digitalkingdom.org>

On Sat, May 04, 2002 at 11:03:58AM +0930, Dan Shearer wrote:
>   Actually, RT 2.0.x development is done in Aegis, but exported to cvs. 
>   RT 2.1.x development is done only with Aegis, see 
> 
>      http://fsck.com/aegis/aegis.cgi?file at proj_menu+project@rt.2.1
> 
>   and work it out from there.

Wow.  You guys just went up a notch in my book.

-Robin

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



From jesse at bestpractical.com  Sat May  4 02:13:23 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 4 May 2002 02:13:23 -0400
Subject: [rt-users] Minor: fix for CVS/Aegis instructions
In-Reply-To: <20020504053851.GV15359@digitalkingdom.org>; from rlpowell@digitalkingdom.org on Fri, May 03, 2002 at 10:38:51PM -0700
References: <Pine.LNX.4.21.0205041055260.13471-100000@calulu.shearer.org> <20020504053851.GV15359@digitalkingdom.org>
Message-ID: <20020504021323.L14342@fsck.com>



On Fri, May 03, 2002 at 10:38:51PM -0700, Robin Lee Powell wrote:
> On Sat, May 04, 2002 at 11:03:58AM +0930, Dan Shearer wrote:
> >   Actually, RT 2.0.x development is done in Aegis, but exported to cvs. 

Well, 2.0 development is done in CVS. 2.1 is being done in aegis.
The cvs export tools are still somewhat flaky, but they're getting there.
Thanks for the doc updates, Dan.

We're not yet using all the cool stuff that aegis lets us do (And some of
it, we may never use; aegis' testing methodology doesn't map well to
perl's Test::Inline, for instance) but overall, I'm quite happy.  I can
finally develop and checkin on my laptop, when I'm netless. and then I
can commit upstream and preserve the version history.   In the distant
future, I've got visions of a tight integration of aegis and RT. Imagine,
if you will, an "Apply Patch" button in RT. :)

	-jesse

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



From Peter_Losher at isc.org  Sun May  5 00:46:25 2002
From: Peter_Losher at isc.org (Peter Losher)
Date: Sat, 4 May 2002 21:46:25 -0700
Subject: [rt-users] Migrating from RT1/MySQL to RT2/PgSQL
Message-ID: <200205042146.25975.Peter_Losher@isc.org>

Hi,

At last it's time to move out of the ice age (RT1) and move into RT2-land.  
I currently have a RT1 setup (using MySQL) and I am planning to migrate it 
to another machine where it will run RT2 (w/ FastCGI) with a PostgreSQL 
backend.  Are there any tips/pointers out there for migrating a RT1 to a 
RT2 system with a pgSQL backend?  (I ask since most of the RT2 docs refer 
to MySQL mostly)  Any pitfalls to look out for, etc.

Thanks - Peter
-- 
Peter_Losher at isc.org - Internet Software Consortium - http://www.isc.org/




From dan at tellurian.com.au  Sun May  5 11:14:18 2002
From: dan at tellurian.com.au (Dan Shearer)
Date: Mon, 6 May 2002 00:44:18 +0930 (CST)
Subject: [rt-users] Updated installation docs
In-Reply-To: <Pine.LNX.4.21.0205042122010.13471-100000@calulu.shearer.org>
Message-ID: <Pine.LNX.4.21.0205050124310.13471-100000@calulu.shearer.org>

Following is a diff against the README in the current CVS for 2.0.x. It
should probably have gone into the docs at http://fsck.com/rtfm/ but I
don't know where their sources are. It needs some review but I think it
does clear up quite a lot of ambiguities, implied assumptions and errors.

If someone can point me to the sources for the proper docs I might (or
might not) produce some patches. There is a list called Rtfm-devel, but
I can't work out what it is for; presumably not RT docco.

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


--- ../rt/README	Mon Jan 28 16:16:47 2002
+++ README	Mon May  6 00:30:09 2002
@@ -1,6 +1,18 @@
 $Header: /raid/cvsroot/rt/README,v 1.40 2002/01/28 05:46:47 jesse Exp $
 RT is (c) 1996-2002 by Jesse Vincent <jesse at bestpractical.com>
 
+INTRODUCTION
+------------
+
+This README is for the RT request tracking system, see 
+http://www.bestpractical.com/rt. It covers the version 2.0.x series of
+releases. There is also a version 2.1.x series under heavy development, which
+will one day surface as version 2.2.x. You will learn nothing about 2.1.x
+from this file.
+
+LICENSING
+---------
+
 RT is licensed to you under the terms of version 2 of the GNU General 
 Public License. 
 
@@ -23,19 +35,46 @@
         RT's command line and mail gateway tools run setgid to the 'rt' group
 	to protect RT's database password.  You may need to install a special 
 	"suidperl" package or reconfigure your perl setup to support
-	 "setuid scripts".
+	 "setuid scripts". For example, in FreeBSD this package is called
+        "sperl", in Debian GNU/* it is called "perl-suid".
 
 o   A DB backend; MySQL is recommended ( http://www.mysql.com ) 
         Currently supported:    Mysql 3.23.38 or newer. 
 				 (Some older releases had crippling SQL bugs)
-				Postgres 7.1 or newer.
+				Postgres 7.1 or newer 
+                                 ( http://www.postgresql.org)
+
+    Because the Perl::DBI package needs to talk with the database via
+    a C calling interface you need to install the appropriate C header files
+    for your database. Many Unix distributions have two packages, the
+    database (eg mysql or postgresql) and the development libraries and
+    header files (eg mysql-dev or postgresql-dev). Both need to be installed.
+    If you are installing the database from pristine sources then you should
+    have no problem. If you are using some other packaging scheme such as the 
+    FreeBSD ports collection then please contribute your experiences here.
+
+    To summarise the previous paragraph: unless the C header files for the
+    database are present, the essential Perl::DBI module cannot be installed.
+
+    Don't forget to setup permissions for your database. For example, with
+    Postgresql, maybe you need to edit the pg_hba (Host Based Access) file
+    to allow connections from localhost using something less than encrypted
+    passwords for convenience (if that is what you want to do, which can 
+    frequently be a very bad idea!). 
 
 o   Apache + mod_perl -- ( http://perl.apache.org) 
-    or A webserver with FastCGI support (www.fastcgi.com)
+    (or a webserver with FastCGI support (www.fastcgi.com), but only
+    if you want to live on the bleeding edge.)
+
+    The Perl::Apache:Cookie module needs to interface to Apache via C
+    header files in a similar way to the database routines. For many 
+    Unixes this means you have to install the apache-dev package as well
+    as apache (and usually apache-perl too). If you are installing from 
+    pristine Apache sources then you should have no problem.
 
 	If you compile mod_perl as a DSO, you're on your own. It's known
 	to have massive stability problems. 
-        mod_perl must be build with EVERYTHING=1
+        mod_perl must be built with EVERYTHING=1
 
 o    Various and sundry perl modules
         RT takes care of the installation of most of these automatically
@@ -51,26 +90,53 @@
 
         	tar xzvf rt.tar.gz -C /tmp
 
+        another good place might be /usr/src, so you have a copy of the 
+        install files (and the ability to uninstall) somewhere more 
+        permanent than in /tmp.
+
 2   Check over /tmp/rt/Makefile
 
 	There are many variables you NEED to customize for your site.
 	Even if you are just upgrading, you must set ALL variables.
 
 3   Satisfy RT's myriad dependencies.  There's a perl script in rt/tools
-    called testdeps that uses CPAN to automate all of this.
+    called testdeps that uses CPAN to automate all of this, but you are
+    not expected to call it directly. Use it via the makefile as explained
+    below, because the results may well be different.
 
 3.1   Check for compliance:
 	make testdeps
 
 3.2   If there are unsatisfied dependencies, install them by hand or run
-	make fixdeps
-	
-       (You may need to install Apache::Session and Apache::DBI by hand.
+	make fixdeps.
+
+        make fixdeps must be run as a user with write privilege to various
+        bits of the Perl hierachy, usually root. 
 
-	You might need to install Msql-Mysql-Modules by hand.
-	perl -MCPAN -e'install DBD::mysql::Install' should do it for you.
-       )
+        If you are using Postgresql for your database then you will need
+        to set two environment variables something like the following 
+        before running make fixdeps:
 
+            export POSTGRES_LIB=/usr/lib/libpq.so.2
+            export POSTGRES_INCLUDE=/usr/include/postgresql
+	
+       Depending on how badly or well your operating system distributor has
+       put together Perl, CPAN and all the other bits required, you may need 
+       to install Apache::Session and Apache::DBI by hand. However at least
+       one Linux (Debian) has no need for this.
+
+       Similarly, you might need to install Msql-Mysql-Modules by hand.
+       perl -MCPAN -e'install DBD::mysql::Install' should do it for you.
+
+       If something went wrong (eg you suddenly realised that you hadn't
+       got the Postgresql header files, or weren't running as root) then
+       you can restart as many times as you like. A cache is kept under
+       the directory .cpan in the home directory of the user running 
+       make testdeps. Using a tool such as sudo to run make fixdeps
+       as root can help by keeping the CPAN cache in the home directory of
+       whoever is running sudo rather than spreading it across the 
+       root user's homedir as well.
+      
 3.3   Check to make sure everything was installed properly:
 	make testdeps
 
@@ -84,7 +150,7 @@
 
 	If the make fails, type:
 		make dropdb 
-	and start over from step 5a
+	and goto step 5a
 
 5b  FOR UPGRADING: (Within the RT 2.0.x series)
 
@@ -92,7 +158,7 @@
  
         As root, type: 
 		make upgrade     (replace "make" with the local name for 
-				  Make, if you need to)
+				  Make, if you need toi, such as Gmake)
 
 	This will build new binaries, config files and libraries without
 	overwriting your RT database. 
@@ -133,7 +199,8 @@
 	
 6   Edit etc/config.pm in your RT installation directory.  In many
     cases sensible defaults have been included. In others, you MUST
-    supply a value.
+    supply a value. Some values (such as the RT log directory) will come
+    from values you supplied in the Makefile.
 
 7   Configure the email and web gateways, as described below. 
 
@@ -152,11 +219,33 @@
 SETTING UP THE MAIL GATEWAY 
 ---------------------------
 
-An alias for the initial queue will need to be made in either your
-global mail aliases file (if you are using NIS) or locally on your
-machine.
- 
-Add the following lines to /etc/aliases (or your local equivalent) :
+Before doing anything else, make sure that rt-mailgate runs from the 
+commandline. You might have to point it specifically to your setuid perl
+package (using something like "#!/usr/bin/perl-suid") or your perl might
+do this automatically. If rt-mailgate can't find config.pm then check 
+the permissions - it should be setgid to the rt group as defined in the
+Makefile.
+
+You also need to give the Everyone pseudogroup the privilege "CreateTicket" 
+on all queues that rt-mailgate will be using, because mail requests are by 
+default unauthenticated. (There is a mechanism where %RT USER and %RT PASS are
+variables that can be set in email text, but if you are that desperate you
+will find out about it yourself.) If you also wish to allow comments to
+be added by email, as is usually the case, then you also need to grant the
+two privileges "CommentOnTicket" and "ReplyToTicket".
+
+Next, you need to review the (scanty) documentation on rt-mailgate. Understand
+the difference between the three kinds of actions, and be aware that only
+the "correspond" action can create queues.
+
+There are many ways of interfacing your mail transport agent (Exim, Postfix,
+qmail, Sendmail etc) to the RT mail program rt-mailgate. The general idea
+is that some amount of work is done by the aliases mechanism your MTA
+usually uses, and some amount in the configuration files of your MTA.
+
+If you want to just use /etc/aliases, and your MTA is happy with this,
+you might add some entries that look like this, one pair for every RT queue
+that you have: 
 
 rt:         "|/path/to/rt2/bin/rt-mailgate --queue general --action correspond"
 rt-comment: "|/path/to/rt2/bin/rt-mailgate --queue general --action comment"
@@ -166,7 +255,19 @@
                       <correspond or comment depending on whether   |
                       the mail should be resent to the requestor>---/
 
+However this doesn't scale very well, because you need to make changes every
+time you add a queue or even change its name. And besides, there is no
+reason why the mail alias that users know about should be tied in any way
+to the RT processing mechanism.
+
+So a smarter scheme is to configure the MTA so that it has a cue that 
+a particular message format belongs to RT, and then just pass all such
+messages to RT. For example, rt-queuename-comment and rt-queuename-correspond
+might be the mail alias names, but the MTA knows to strip off the "rt-" at
+the beginning, and to parse the "-action" bit at the end into a separate
+parameter for mailgate.
 
+There are some examples of this on the web, especially for Exim. 
 
 THE WEB UI
 ----------
@@ -193,6 +294,9 @@
  PerlHandler RT::Mason
 </Location>
 </VirtualHost>
+
+Many sites may not need the "PerlModule Apache:DBI" and PerlFreshRestart On"
+lines, in fact in many cases Apache:DBI will cause an error.
 
 Additionally, you should set up a cron job to remove stale session data.
 




From bruce_campbell at ripe.net  Sun May  5 14:25:04 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Sun, 5 May 2002 20:25:04 +0200 (CEST)
Subject: [rt-users] Updated installation docs
In-Reply-To: <Pine.LNX.4.21.0205050124310.13471-100000@calulu.shearer.org>
Message-ID: <Pine.LNX.4.44.0205052021280.22904-100000@x22.ripe.net>

On Mon, 6 May 2002, Dan Shearer wrote:

> Following is a diff against the README in the current CVS for 2.0.x. It
> should probably have gone into the docs at http://fsck.com/rtfm/ but I
> don't know where their sources are. It needs some review but I think it
> does clear up quite a lot of ambiguities, implied assumptions and errors.

rt-doc-workers be the list for various RT docs.  Various people with
access to RT/FM live on there (sometimes) under the benevolent eye of
Feargal ;)

Jesse has cvs commit for the docs within the distribution tarballs.

> +the difference between the three kinds of actions, and be aware that only
> +the "correspond" action can create queues.

create 'queues' ?  'Create tickets in queues' maybe?


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





From dan at tellurian.com.au  Sun May  5 18:29:33 2002
From: dan at tellurian.com.au (Dan Shearer)
Date: Mon, 6 May 2002 07:59:33 +0930 (CST)
Subject: [rt-users] Updated installation docs
In-Reply-To: <Pine.LNX.4.44.0205052021280.22904-100000@x22.ripe.net>
Message-ID: <Pine.LNX.4.21.0205060751470.12924-100000@calulu.shearer.org>

On Sun, 5 May 2002, Bruce Campbell wrote:

> rt-doc-workers be the list for various RT docs.  Various people with
> access to RT/FM live on there (sometimes) under the benevolent eye of
> Feargal ;)

Oh I see. There's the incomplete docs I found, plus lots of very handy
factoids. Those factoids are good, but extremely well hidden (if you don't
happen to try the search button or look at the web archive of the
rt-doc-workers list, they're invisible. At least neither I nor google
found anything else.)

> > +the difference between the three kinds of actions, and be aware that only
> > +the "correspond" action can create queues.
> 
> create 'queues' ?  'Create tickets in queues' maybe?

Woops :)

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





From michaelm at kw.com  Sun May  5 23:32:26 2002
From: michaelm at kw.com (Michael Marziani)
Date: Sun, 5 May 2002 23:32:26 -0400
Subject: [rt-users] Updated installation docs
Message-ID: <AFE0EF96DE9ADE4EB4A7BF95FDF62068013F9701@mi8nycmail05.mi8.com>

Just thought I'd give some positive feedback.  Great addition to the docs.  I just set up rt and was getting the error that rt-mailgate couldn't find config.pm which I thought was seriously fooked since the rt install sets all the directories and permissions up itself.  I'll look into the info in your docs.  I'd have figured it out sooner or later, but your doc details the fix.

-Michael


-----Original Message-----
From: Dan Shearer
To: rt-users at lists.fsck.com
Sent: 5/5/2002 11:14 AM
Subject: [rt-users] Updated installation docs

Following is a diff against the README in the current CVS for 2.0.x. It
should probably have gone into the docs at http://fsck.com/rtfm/ but I
don't know where their sources are. It needs some review but I think it
does clear up quite a lot of ambiguities, implied assumptions and
errors.

If someone can point me to the sources for the proper docs I might (or
might not) produce some patches. There is a list called Rtfm-devel, but
I can't work out what it is for; presumably not RT docco.

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

*snip*



From dan at tellurian.com.au  Mon May  6 00:05:56 2002
From: dan at tellurian.com.au (Dan Shearer)
Date: Mon, 6 May 2002 13:35:56 +0930 (CST)
Subject: [rt-users] RT and multiple perl/Mason applications
Message-ID: <Pine.LNX.4.21.0205061324080.26079-100000@calulu.shearer.org>

We have another Mason app on the same server (a small in-house one, not
another RT) and are getting connection dropouts.

I've been going over some old posts including
http://lists.fsck.com/pipermail/rt-users/2002-February/006966.html about
multiple RTs on one system from Bruce Campbell. Bruce - or anyone else -
in your fiddling with multiple Mason apps (and multiple RT instances, I'm
impressed!) have you even seen "connection was unexpectedly terminated"
type browser messages when there is no load whatever on any component of
the system?

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




From naoy at levillage.org  Mon May  6 10:17:37 2002
From: naoy at levillage.org (naoy at levillage.org)
Date: Mon, 6 May 2002 10:17:37 fr
Subject: [rt-users] What about mac?
Message-ID: <3cd63c21.64ad.0@meloo.com>


---
Ce mel a ?t? envoy? avec Meloo http://www.meloo.com




From hwagener at hamburg.fcb.com  Mon May  6 04:05:21 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Mon, 06 May 2002 10:05:21 +0200
Subject: [rt-users] It should be possible on MacOS X, but I didn't try
References: <3cd63c21.64ad.0@meloo.com>
Message-ID: <3CD63941.79B4072C@hamburg.fcb.com>

-- 
Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com



From bruce_campbell at ripe.net  Mon May  6 04:18:32 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 6 May 2002 10:18:32 +0200 (CEST)
Subject: [rt-users] RT and multiple perl/Mason applications
In-Reply-To: <Pine.LNX.4.21.0205061324080.26079-100000@calulu.shearer.org>
Message-ID: <Pine.LNX.4.44.0205061012280.22904-100000@x22.ripe.net>

On Mon, 6 May 2002, Dan Shearer wrote:

> We have another Mason app on the same server (a small in-house one, not
> another RT) and are getting connection dropouts.
>
> I've been going over some old posts including
> http://lists.fsck.com/pipermail/rt-users/2002-February/006966.html about
> multiple RTs on one system from Bruce Campbell. Bruce - or anyone else -
> in your fiddling with multiple Mason apps (and multiple RT instances, I'm
> impressed!) have you even seen "connection was unexpectedly terminated"
> type browser messages when there is no load whatever on any component of
> the system?

Nope.  The solution that I ended up doing was running them all as seperate
apache instances, and doing redirects to them.  I have more issues with
Squid than with Apache in that setup.

Its possible that some internal variable is being overwritten in an
'undefined fashion'.  Seperate out the applications, run proxypass on your
main apache, and you should be fine.

Regards,

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




From s.bennett at lancaster.ac.uk  Mon May  6 05:04:50 2002
From: s.bennett at lancaster.ac.uk (Bennett, Steve)
Date: Mon, 6 May 2002 10:04:50 +0100 
Subject: [rt-users] problem logging out of RT from Opera
Message-ID: <45EA1063C2F8D211915800204808343B024AB65A@exchange1.lancs.ac.uk>

> > There is a no cache in the RT webpages.
> > 
> > Here it is:
> >
> > <META HTTP-EQUIV="PRAGMA" CONTENT="NO-CACHE">

I'm not sure why this is being sent embedded in the HTML rather than as a real
HTTP header. I do know that the change I posted fixes a real problem for me, so
maybe some browsers don't honour embedded directives like this.

Maybe this is a good reason for using real headers instead of HTML 'META' tags.

--
Steve Bennett
Systems Support, Lancaster University



From dan at tellurian.com.au  Mon May  6 05:41:22 2002
From: dan at tellurian.com.au (Dan Shearer)
Date: Mon, 6 May 2002 19:11:22 +0930 (CST)
Subject: [rt-users] RT and multiple perl/Mason applications
In-Reply-To: <Pine.LNX.4.44.0205061012280.22904-100000@x22.ripe.net>
Message-ID: <Pine.LNX.4.21.0205061909000.26079-100000@calulu.shearer.org>

On Mon, 6 May 2002, Bruce Campbell wrote:

> Nope.  The solution that I ended up doing was running them all as seperate
> apache instances, and doing redirects to them.  I have more issues with
> Squid than with Apache in that setup.

Might be even easier to run multiple instances of User Mode Linux for not
that much more overhead. You can still share filesystems and databases
just as easily.

> Its possible that some internal variable is being overwritten in an
> 'undefined fashion'.  Seperate out the applications, run proxypass on your
> main apache, and you should be fine.

Worth looking at.

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




From naoy at levillage.org  Mon May  6 12:54:16 2002
From: naoy at levillage.org (naoy at levillage.org)
Date: Mon, 6 May 2002 12:54:16 fr
Subject: [rt-users] How to delete cleanly Custom scrips?
Message-ID: <3cd660d8.4312.0@meloo.com>

hello world

Maybe a silly question but i play whith scripactions and all my freaks
are still in my database, so i'd like do delete some scripActions i
installed, i could do a delete * from Scripaction where ....
but i wonder if there is a way cleaner??
thanksMy fish said me :
"Don't discount flying pigs before you have a good air defense."


---
Ce mel a ?t? envoy? avec Meloo http://www.meloo.com




From sven.sternberger at desy.de  Mon May  6 09:45:56 2002
From: sven.sternberger at desy.de (Sven Sternberger)
Date: 06 May 2002 15:45:56 +0200
Subject: [rt-users] ticket overview!
Message-ID: <1020692774.32070.14.camel@zitpcx3298>

Hello RT-User!

my question ist really simple but i don?t find the answer. I am
looking for a button to show the ticket actions of the last x days
(you can expect who wants the function). One idea is to use the
search interface, but then you have always to set manually the date 
range which you are interested in. The other way I see is to code some
stuff around the db. Does anybody have a suitable solution?

bye

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





From naoy at levillage.org  Mon May  6 17:01:05 2002
From: naoy at levillage.org (naoy at levillage.org)
Date: Mon, 6 May 2002 17:01:05 fr
Subject: [rt-users] What's wrong with my scripaction
Message-ID: <3cd69ab1.43b8.0@meloo.com>

hello world

i try to change a status to another in a scripaction but it doesn't
work here my code:

package RT::Action::ChangeStatusTo;
require RT::Action::Generic;
@ISA=qw(RT::Action::Generic);

#Do what we need to do and send it out.
our $VERSION = '1.0';
#What does this type of Action does
our $status = undef;

# {{{ sub Describe 
sub Describe  {
  my $self = shift;
  return (ref $self . " will set the ticket to the status given in
the argument.");
}
# }}}


# {{{ sub Prepare 
sub Prepare  {
	my $self = shift;
	return 1;
}
# }}}

sub Commit {
    my $self = shift;
	$status = new RT::Queue($self->TransactionObj->CurrentUser);
	$status->Load($self->Argument());
	my ($retval, $error) = $self->TicketObj->SetStatus($status->Id());

	$RT::Logger->debug("$error\n");
	return $retval;
}


# Applicability checked in Commit.

# {{{ sub IsApplicable 
sub IsApplicable  {
  my $self = shift;
  1;  
  return 1;
}
# }}}

1;


thanks to Michael Grubb for an original Scripaction.
thanks to he who answer me the first

---
Ce mel a ?t? envoy? avec Meloo http://www.meloo.com




From Ramon.Crespo at stis.com  Mon May  6 10:59:03 2002
From: Ramon.Crespo at stis.com (Crespo, Ramon)
Date: Mon, 6 May 2002 10:59:03 -0400 
Subject: [rt-users] Proper Server for RT
Message-ID: <EFF0DECB3849D4118E2C00508BCFD4E57D1CA7@FL-MIA01-M>

Hello Everyone,

I was wondering what everyone was running RT on. I'm looking to purchase a
new server to run RT on. The users here are complaining that its too slow. I
hear the drives churning loudly as well. I'm wondering if its a software
issue or an actual network issue. Currently I have it running on the
following.

- Digital PWS600au
- FreeBSD 4.5-RELEASE
- 256MB of RAM 
- 2 SCSI-2 HDD's 4GB (system) 8GB (backup)
- Apache 1.3.22
- mod_perl 1.2.6

Thanks to everyone for making RT an easier experience to work with. 

Kind Regards,
Ramon Crespo




From fletch+rt at phydeaux.org  Mon May  6 11:12:29 2002
From: fletch+rt at phydeaux.org (Fletch)
Date: 06 May 2002 11:12:29 -0400
Subject: [rt-users] Proper Server for RT
In-Reply-To: <EFF0DECB3849D4118E2C00508BCFD4E57D1CA7@FL-MIA01-M>
References: <EFF0DECB3849D4118E2C00508BCFD4E57D1CA7@FL-MIA01-M>
Message-ID: <m23cx5s42q.fsf@freebie.phydeaux.org>

        If you haven't already, take a look at the performance and
tuning sections of the mod_perl guide (http://perl.apache.org/guide/).
Stas also had several articles on apacheweek.com recently focusing on
tuning.

-- 
Fletch                | "If you find my answers frightening,       __`'/|
fletch at phydeaux.org   |  Vincent, you should cease askin'          \ o.O'
770 933-0600 x211(w)  |  scary questions." -- Jules                =(___)=
770 294-0820 (m)      |                                               U



From Kendric.Beachey at garmin.com  Mon May  6 11:38:42 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Mon, 6 May 2002 10:38:42 -0500 
Subject: [rt-users] Keyword display in (specialized) search listing?
Message-ID: <3C167C6F2DAAA54B89DABE60D2461FFA533646@dallas.garmin.com>

I've got one department that has several requests for changes in
Search/Listing.html.  I think I'm going to end up just making them their own
version of the Search facility.  :-)

One of the things they would like is a display of values for various
keywords.  Has anyone hacked up anything like this yet?

--
Kendric Beachey
 
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From Kendric.Beachey at garmin.com  Mon May  6 11:44:17 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Mon, 6 May 2002 10:44:17 -0500 
Subject: [rt-users] Keyword Search behavior for multi-value keywords
Message-ID: <3C167C6F2DAAA54B89DABE60D2461FFA533647@dallas.garmin.com>

I have some users that are using a keyword that can be set to multiple
values.  They are trying to do a search where the keyword is NOT set to some
particular value.

They're getting some hits that they "shouldn't" get, i.e., tickets that DO
have that value set in the keyword.  It seems the thing that's throwing a
wrench in the works is that there is also some other value set for the same
keyword.

Pedantically speaking, I guess "keyword != A" would be satisfied by a ticket
where the keyword is set to A+B.
(Because A+B != A alone.)

But in this case, these users don't care if B is set or not.  They just want
to see all the tickets that don't have A set in that keyword.  Is there a
tweak I can do somewhere to make this happen?

--
Kendric Beachey
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From mgrubb at fifthvision.net  Mon May  6 12:00:24 2002
From: mgrubb at fifthvision.net (Michael Grubb)
Date: Mon, 6 May 2002 11:00:24 -0500
Subject: [rt-users] What's wrong with my scripaction
In-Reply-To: <3cd69ab1.43b8.0@meloo.com>
References: <3cd69ab1.43b8.0@meloo.com>
Message-ID: <200205061100.24790.mgrubb@fifthvision.net>

Sorry, naoy,
I guess I didn't realize you were trying to set the status ( I can be thick 
sometimes =] )
I already have an action written to do this but in your code below replace the 
Commit method with:

sub Commit {
    my $self = shift;

    $self->TicketObj->SetStatus($self->Argument);
}


On Monday 06 May 2002 12:01 pm, naoy at levillage.org wrote:
> hello world
>
> i try to change a status to another in a scripaction but it doesn't
> work here my code:
>
> package RT::Action::ChangeStatusTo;
> require RT::Action::Generic;
> @ISA=qw(RT::Action::Generic);
>
> #Do what we need to do and send it out.
> our $VERSION = '1.0';
> #What does this type of Action does
> our $status = undef;
>
> # {{{ sub Describe
> sub Describe  {
>   my $self = shift;
>   return (ref $self . " will set the ticket to the status given in
> the argument.");
> }
> # }}}
>
>
> # {{{ sub Prepare
> sub Prepare  {
> 	my $self = shift;
> 	return 1;
> }
> # }}}
>
> sub Commit {
>     my $self = shift;
> 	$status = new RT::Queue($self->TransactionObj->CurrentUser);
> 	$status->Load($self->Argument());
> 	my ($retval, $error) = $self->TicketObj->SetStatus($status->Id());
>
> 	$RT::Logger->debug("$error\n");
> 	return $retval;
> }
>
>
> # Applicability checked in Commit.
>
> # {{{ sub IsApplicable
> sub IsApplicable  {
>   my $self = shift;
>   1;
>   return 1;
> }
> # }}}
>
> 1;
>
>
> thanks to Michael Grubb for an original Scripaction.
> thanks to he who answer me the first
>
> ---
> Ce mel a ?t? envoy? avec Meloo http://www.meloo.com
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm




From sheeri.kritzer at tufts.edu  Wed May  1 11:37:32 2002
From: sheeri.kritzer at tufts.edu (Sheeri Kritzer)
Date: Wed, 01 May 2002 11:37:32 -0400 (EDT)
Subject: [rt-users] Huge Attachments.MYD file
In-Reply-To: <IAECIBNIPGKFNINKNHNNAEDHCNAA.mwatson@netspace.net.au>
Message-ID: <Pine.LNX.4.44.0205011135220.15844-100000@prickpunch.usg.tufts.edu>

I would offer the following:

perhaps you do not have viruses, but you might have spam, or people with 
HTML mail, who automatically send a large image (like their vCard, 
business card, whatever) with every file.  I would spend maybe 15 minutes 
looking at tickets and see if there are any that have large attachments.  
I don't know if there's an easy way to search for this (there isn't in the 
web application, but maybe through your database there's an easy query).  
I'd be willing to bet that someone in your department is sending out 
images, or forwarded spam complaints or somethign have large attachments.

-- 
Sheeri Kritzer
Systems Administrator
University Systems Group
Tufts University
617-627-3925
sheeri.kritzer at tufts.edu





From n.marchal at linkbynet.fr  Mon May  6 04:32:38 2002
From: n.marchal at linkbynet.fr (Nicolas Marchal)
Date: Mon, 06 May 2002 10:32:38 +0200
Subject: [rt-users] User rights problems
Message-ID: <3CD63FA6.5010600@linkbynet.fr>

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From marc at cv.net  Mon May  6 11:18:38 2002
From: marc at cv.net (Marc Spitzer)
Date: Mon, 06 May 2002 11:18:38 -0400
Subject: [rt-users] Minor: fix for CVS/Aegis instructions
In-Reply-To: <Pine.LNX.4.21.0205041055260.13471-100000@calulu.shearer.org>
References: <Pine.LNX.4.21.0205041055260.13471-100000@calulu.shearer.org>
Message-ID: <20020506111838.611ec083.marc@cv.net>

On Sat, 04 May 2002 11:03:58 +0930 (CST)
Dan Shearer <dan at tellurian.com.au> wrote:

>   Actually, RT 2.0.x development is done in Aegis, but exported to cvs. 
>   RT 2.1.x development is done only with Aegis, see 
> 
>      http://fsck.com/aegis/aegis.cgi?file at proj_menu+project@rt.2.1
> 
>   and work it out from there.
> 
> (and I'm not subscribed to this mailing list very often.)
> 
> Dan

why did you use aegis instead of cvs?

Thanks

marc



From cbailiff at awayweb.com  Fri May  3 06:32:13 2002
From: cbailiff at awayweb.com (cbailiff at awayweb.com)
Date: Fri, 3 May 2002 20:32:13 +1000 (EST)
Subject: [rt-users] Improved nag script (contribution)
Message-ID: <Pine.LNX.4.33.0205032026360.19236-200000@shotwire.e-secure.com.au>

I made some changes to the nag script (contrib/rt2.0/nag) to make it a bit
more useful for our rt2 installation (as opposed to Jesses').

The script should be given a list of queues on the command line. For each
queue, each priviliged user will be mailed a list of open and new tickets,
listed in priority order (with due dates where set).

The script uses Mail::Send, so it should find a mailer OK on most systems,
otherwise you can modify the actual sending part quite easily.

Hope it's useful.

Cris

-------------- next part --------------
#!/usr/bin/perl -w

#
# $Id$
#
# $Log$

use strict;
use Carp;

use lib "/opt/rt2/lib";
use lib "/opt/rt2/etc";

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

use Mail::Send;


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

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

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

use RT::Date;
use RT::Queue;
use RT::Tickets;
use RT::Users;
use Data::Dumper;

foreach my $queue_name (@ARGV) {
    my $safe_queue_name=($queue_name=~tr/[a-zA-Z0-9\.-]//cd);

    my $queue = new RT::Queue($RT::SystemUser);


    $queue->Load($ARGV[0]);

    my $now = new RT::Date($RT::SystemUser);
    $now->SetToNow();

    # find users who might own tickets in this queue
    my $Users = new RT::Users($RT::SystemUser);

    # should work, but something wrong
    #$Users->HasQueueRight(  $queue->Id, Right=>'OwnTicket');

    # close enough
    $Users->LimitToPrivileged;

    while (my $Owner=$Users->Next) {
	my $tickets = new RT::Tickets($RT::SystemUser);
	$tickets->LimitStatus(VALUE => 'open');
	$tickets->LimitStatus(VALUE => 'new');
	$tickets->LimitQueue(VALUE => $queue->Id);
	$tickets->LimitOwner(VALUE => $Owner->Name);
	$tickets->OrderBy(FIELD => 'Priority', ORDER=>'DESC');
	
	my $body;
	my $count=0;
	while (my $Ticket = $tickets->Next) {
	    if (!defined($body)) { # 1st time through only
		$body.="New/Open tickets for ".$Owner->Name." for queue ".$queue->Name."\n\n";
		$body.="Id#   Pri Due Date                Subject\n";
	    }

	    $body.=sprintf "%-5d %3d %19.19s %-60s\n", $Ticket->Id, $Ticket->Priority,
		($Ticket->DueObj->Unix >0 ? $Ticket->DueObj->AsString : ''), $Ticket->Subject;
	    $count++;

	}
	if ($body && defined($Owner->EmailAddress)) {
	    my $msg = new Mail::Send Subject=>
		"RT: ".$queue->Name." - $count outstanding tickets for ".$Owner->Name,
		To=>$Owner->EmailAddress;

#               $msg->add("From",($RT::CommentAddress));

	    my $fh = $msg->open;
	    print $fh $body;
	    $fh->close;         # complete the message and send it
	}
    }

}

$RT::Handle->Disconnect();

From wash at wananchi.com  Fri May  3 02:58:53 2002
From: wash at wananchi.com (Odhiambo Washington)
Date: Fri, 3 May 2002 09:58:53 +0300
Subject: [rt-users] RT - Critical problem with mailgate
In-Reply-To: <20020503160253.A62575-100000@weasel.internode.com.au>
References: <20020503062233.GG93693@ns2.wananchi.com> <20020503160253.A62575-100000@weasel.internode.com.au>
Message-ID: <20020503065853.GB6807@ns2.wananchi.com>

* Justin Hawkins <justin at internode.com.au> [20020503 09:38]: wrote:
> On Fri, 3 May 2002, Odhiambo Washington wrote:
> 
> > Hello everyone,
> >
> > I've been happily using RT for some time but now I have a problem that has
> > caught me off-guard. The first thing I am suspecting is an update that I
> > did to my FreeBSD 4.5-STABLE yesterday. I get the error below when I send
> > mail to RT:
> 
> chmod u+s `which suidperl`
> 
> Should do the trick.
> 
> FreeBSD suidperl doesn't have the +s bit set by default - and you probably
> just installed a new version of it :-)

I remember I did this even the first time I installed RT. That's why I was
suspecting the update. Thank you for the quick response.


-Wash

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


Don't suspect your friends -- turn them in!
		-- "Brazil"



From gwarnagiris at babcockbrown.com  Mon May  6 12:46:48 2002
From: gwarnagiris at babcockbrown.com (George Warnagiris)
Date: Mon, 6 May 2002 12:46:48 -0400 
Subject: [rt-users] Minor: fix for CVS/Aegis instructions
Message-ID: <D2C244AC3888D511AB120008C7864703012DA9B6@soho.ny.babcockbrown.com>

This was discussed on rt-dev in February 2002.  See this thread for more
info: http://lists.fsck.com/pipermail/rt-devel/2002-February/002005.html .
Search the archive for the exact reasons:
http://lists.fsck.com/cgi-bin/htsearch  .  Quite an extensive discussion
took place on that list over the course of several weeks.

Regards,
George

-----Original Message-----
From:	Marc Spitzer [mailto:marc at cv.net]
Sent:	Monday, May 06, 2002 11:19 AM
To:	Dan Shearer
Cc:	rt-users at lists.fsck.com
Subject:	Re: [rt-users] Minor: fix for CVS/Aegis instructions

On Sat, 04 May 2002 11:03:58 +0930 (CST)
Dan Shearer <dan at tellurian.com.au> wrote:

>   Actually, RT 2.0.x development is done in Aegis, but exported to cvs. 
>   RT 2.1.x development is done only with Aegis, see 
> 
>      http://fsck.com/aegis/aegis.cgi?file at proj_menu+project@rt.2.1
> 
>   and work it out from there.
> 
> (and I'm not subscribed to this mailing list very often.)
> 
> Dan

why did you use aegis instead of cvs?

Thanks

marc

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

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



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



From dwaddle at charter.net  Mon May  6 12:46:58 2002
From: dwaddle at charter.net (Duane Waddle)
Date: Mon, 06 May 2002 11:46:58 -0500
Subject: [rt-users] Huge Attachments.MYD file
In-Reply-To: <Pine.LNX.4.44.0205011135220.15844-100000@prickpunch.usg.tu
 fts.edu>
References: <IAECIBNIPGKFNINKNHNNAEDHCNAA.mwatson@netspace.net.au>
Message-ID: <5.1.0.14.0.20020506113743.08df9c10@pop.charter.net>

At 5/1/2002 10:37 AM, you wrote:

>I don't know if there's an easy way to search for this (there isn't in the
>web application, but maybe through your database there's an easy query).

Using RT 2-0-13 w/ MySql.. try this query.  Should give you all attachments 
and the ticket # associated, sorted by attachment size.

select b.Ticket,a.Filename,length(a.Content) as attachsz from Attachments 
a, Transactions b where a.TransactionId=b.id and length(a.Content) is not 
null order by attachsz desc;


Now the kicker here is that you'll know where the pigs in your database are 
--   but is there a clean and easy way to delete them?  My present guess is 
there is not.  (Clean and easy here refer to a technique that RT would 
provide and Jesse wouldn't frown on.)

Hope this helps

--D




From bruce_campbell at ripe.net  Mon May  6 12:48:27 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 6 May 2002 18:48:27 +0200 (CEST)
Subject: [rt-users] Minor: fix for CVS/Aegis instructions
In-Reply-To: <20020506111838.611ec083.marc@cv.net>
Message-ID: <Pine.LNX.4.44.0205061847510.22904-100000@x22.ripe.net>

On Mon, 6 May 2002, Marc Spitzer wrote:

> On Sat, 04 May 2002 11:03:58 +0930 (CST)
> Dan Shearer <dan at tellurian.com.au> wrote:
>
> >   Actually, RT 2.0.x development is done in Aegis, but exported to cvs.
> >   RT 2.1.x development is done only with Aegis, see
> >
> >      http://fsck.com/aegis/aegis.cgi?file at proj_menu+project@rt.2.1
>
> why did you use aegis instead of cvs?

Jesse's reasons behind Aegis are given in the rt-devel archives.


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




From gwarnagiris at babcockbrown.com  Mon May  6 12:59:53 2002
From: gwarnagiris at babcockbrown.com (George Warnagiris)
Date: Mon, 6 May 2002 12:59:53 -0400 
Subject: [rt-users] RT fails when I send mail to -comment address.
Message-ID: <D2C244AC3888D511AB120008C7864703012DA9B7@soho.ny.babcockbrown.com>

I believe the system is looking for OwnerChange.pm in the path
/opt/rt2/lib/RT/Condition/OwnerChange.pm.  At least that's my interpretation
of the error.

Hope that helps,
George

-----Original Message-----
From:	Odhiambo Washington [mailto:wash at wananchi.com]
Sent:	Monday, April 29, 2002 5:45 AM
To:	RT-Users
Subject:	[rt-users] RT fails when I send mail to -comment address.


Hiya,

Does anyone have a clue why this happens? I thought it shouldn't ;-)
My rt addresses are setup correctly. However I see the error but I
just can't figure out what I missed while installing the
OwnerChange scrip.

How did I install it? Well, I just doenloaded the stuff into a
directory then ran the perl script, and it completed without an error.
I have also manually copied OwnerChange.pm /opt/rt2/lib/RT/ - What
is it that I missed?

<snip>
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 cs --action comment
    generated by cs-comment at wananchi.com

The following text was generated during the delivery attempt:

------ pipe to |/opt/rt2/bin/rt-mailgate --queue cs --action comment
       generated by cs-comment at wananchi.com ------

Can't locate RT/Condition/OwnerChange.pm in @INC (@INC contains:
/opt/rt2/etc /opt/rt2/lib /usr/libdata/perl/5.00503/mach
/usr/libdata/perl/5.00503 /usr/local/lib/perl5/site_perl/5.005/i386-freebsd
/usr/local/lib/perl5/site_perl/5.005) at (eval 40) line 3, <STDIN> chunk 24.
Require of RT::Condition::OwnerChange failed.
Can't locate RT/Condition/OwnerChange.pm in @INC (@INC contains:
/opt/rt2/etc /opt/rt2/lib /usr/libdata/perl/5.00503/mach
/usr/libdata/perl/5.00503 /usr/local/lib/perl5/site_perl/5.005/i386-freebsd
/usr/local/lib/perl5/site_perl/5.005) at (eval 40) line 3, <STDIN> chunk 24.
</snip>



-Wash

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


Artistic ventures highlighted.  Rob a museum.

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

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



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



From rlpowell at digitalkingdom.org  Mon May  6 13:21:34 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Mon, 6 May 2002 10:21:34 -0700
Subject: [rt-users] Huge Attachments.MYD file
In-Reply-To: <5.1.0.14.0.20020506113743.08df9c10@pop.charter.net>
References: <IAECIBNIPGKFNINKNHNNAEDHCNAA.mwatson@netspace.net.au> <5.1.0.14.0.20020506113743.08df9c10@pop.charter.net>
Message-ID: <20020506172134.GK9487@digitalkingdom.org>

On Mon, May 06, 2002 at 11:46:58AM -0500, Duane Waddle wrote:
> At 5/1/2002 10:37 AM, you wrote:
> 
> >I don't know if there's an easy way to search for this (there isn't
> >in the web application, but maybe through your database there's an
> >easy query).
> 
> Using RT 2-0-13 w/ MySql.. try this query.  Should give you all
> attachments and the ticket # associated, sorted by attachment size.
> 
> select b.Ticket,a.Filename,length(a.Content) as attachsz from
> Attachments a, Transactions b where a.TransactionId=b.id and
> length(a.Content) is not null order by attachsz desc;
> 
> 
> Now the kicker here is that you'll know where the pigs in your
> database are --   but is there a clean and easy way to delete them?
> My present guess is there is not.  (Clean and easy here refer to a
> technique that RT would provide and Jesse wouldn't frown on.)

Betcha could replace them with something of very small length (like the
string 'deleted').

-Robin

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



From dan at tellurian.com.au  Mon May  6 13:00:03 2002
From: dan at tellurian.com.au (Dan Shearer)
Date: Tue, 7 May 2002 02:30:03 +0930 (CST)
Subject: [rt-users] RT fails when I send mail to -comment address.
In-Reply-To: <20020429094458.GS72838@ns2.wananchi.com>
Message-ID: <Pine.LNX.4.21.0205070228070.2960-100000@calulu.shearer.org>

On Mon, 29 Apr 2002, Odhiambo Washington wrote:

> What is it that I missed?

Permissions problem maybe?

--
Dan Shearer
Open Source Manager
Tel: +61 8 8130 3100
dan at tellurian.com.au




From matthew.disney at fedex.com  Mon May  6 12:59:41 2002
From: matthew.disney at fedex.com (Matt Disney)
Date: Mon, 06 May 2002 11:59:41 -0500
Subject: [rt-users] RT fails when I send mail to -comment address. 
In-Reply-To: <20020429094458.GS72838@ns2.wananchi.com> 
References: <20020429094458.GS72838@ns2.wananchi.com>
Message-ID: <200205061659.g46GxfW28052@nfsa.ecdev.fedex.com>

Odhiambo Washington writes:
>How did I install it? Well, I just doenloaded the stuff into a
>directory then ran the perl script, and it completed without an error.
>I have also manually copied OwnerChange.pm /opt/rt2/lib/RT/ - What
>is it that I missed?

It should be installed in /opt/rt2/lib/RT/Condition/ 
as indicated in the following line of your errors:

>Can't locate RT/Condition/OwnerChange.pm in @INC (@INC contains: /opt/rt2/etc 
>/opt/rt2/lib /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503 /usr/loc
>al/lib/perl5/site_perl/5.005/i386-freebsd /usr/local/lib/perl5/site_perl/5.005
>) at (eval 40) line 3, <STDIN> chunk 24.
>Require of RT::Condition::OwnerChange failed.
>Can't locate RT/Condition/OwnerChange.pm in @INC (@INC contains: /opt/rt2/etc 
>/opt/rt2/lib /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503 /usr/loc
>al/lib/perl5/site_perl/5.005/i386-freebsd /usr/local/lib/perl5/site_perl/5.005
>) at (eval 40) line 3, <STDIN> chunk 24.

After you move it there, you'll probably be set to go.

Matt



From rlpowell at digitalkingdom.org  Mon May  6 13:03:44 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Mon, 6 May 2002 10:03:44 -0700
Subject: [rt-users] User rights problems
In-Reply-To: <3CD63FA6.5010600@linkbynet.fr>
References: <3CD63FA6.5010600@linkbynet.fr>
Message-ID: <20020506170344.GH9487@digitalkingdom.org>

Reposted in plain text as a public service.  Note that ecartis will fix
this on mailing lists internally. 8)  Note also that I have no idea what
the answer to the question is.


Hi,

I  have made  a Queue that's work pretty good but i 've got a user
rights problem...
The client need an access to the queue, so i've setup the user with the
following rights

[ ] ShowTicketComments
[ ] SeeQueue
[ ] ShowTicket
[ ] CreateTicket
[ ] ReplyToTicket
[ ] CommentOnTicket

My problem is that this user can see every mail address of all  the
other clients when he uses the "Find people whose ..." box in
the User menu of the Configuration menu.

As anyone an idea about how to deny the access to the feature for the
user ?

Thanx


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



From lists at adammorton.com  Mon May  6 13:01:18 2002
From: lists at adammorton.com (Adam Morton)
Date: Mon, 6 May 2002 13:01:18 -0400
Subject: [rt-users] Keyword display in (specialized) search listing?
References: <3C167C6F2DAAA54B89DABE60D2461FFA533646@dallas.garmin.com>
Message-ID: <00f101c1f51f$b675a880$820c3e12@adamlaptop>

I suggested a kludgy way to do this recently, check the archives.

-Adam

----- Original Message -----
From: "Beachey, Kendric" <Kendric.Beachey at garmin.com>
To: "Rt-Users (E-mail)" <rt-users at lists.fsck.com>
Sent: Monday, May 06, 2002 11:38 AM
Subject: [rt-users] Keyword display in (specialized) search listing?


> I've got one department that has several requests for changes in
> Search/Listing.html.  I think I'm going to end up just making them their
own
> version of the Search facility.  :-)
>
> One of the things they would like is a display of values for various
> keywords.  Has anyone hacked up anything like this yet?
>
> --
> Kendric Beachey




From rlpowell at digitalkingdom.org  Mon May  6 13:14:32 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Mon, 6 May 2002 10:14:32 -0700
Subject: [rt-users] ticket overview!
In-Reply-To: <1020692774.32070.14.camel@zitpcx3298>
References: <1020692774.32070.14.camel@zitpcx3298>
Message-ID: <20020506171432.GI9487@digitalkingdom.org>

On Mon, May 06, 2002 at 03:45:56PM +0200, Sven Sternberger wrote:
> Hello RT-User!
> 
> my question ist really simple but i don?t find the answer. I am
> looking for a button to show the ticket actions of the last x days
> (you can expect who wants the function). One idea is to use the search
> interface, but then you have always to set manually the date range
> which you are interested in. 

Ummm, how did you get the search interface to show ticket actions?
Please, please tell me!

The answer to solving the date range problem (a friend found this out by
accident) is to use +/-n as your date, where n will be interpreted as a
number of hours since midnight at the start of the current day *GMT*.
Note that it is in reverse; i.e. +72 is 3 days *ago*.

BTW, wizards, is there any way to fix the GMT thing?

-Robin

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



From khera at kcilink.com  Mon May  6 14:02:39 2002
From: khera at kcilink.com (Vivek Khera)
Date: Mon, 6 May 2002 14:02:39 -0400
Subject: [rt-users] RT - Critical problem with mailgate
In-Reply-To: <20020503065853.GB6807@ns2.wananchi.com>
References: <20020503062233.GG93693@ns2.wananchi.com>
	<20020503160253.A62575-100000@weasel.internode.com.au>
	<20020503065853.GB6807@ns2.wananchi.com>
Message-ID: <15574.50495.112489.317800@onceler.kciLink.com>

>>>>> "OW" == Odhiambo Washington <wash at wananchi.com> writes:

>> FreeBSD suidperl doesn't have the +s bit set by default - and you probably
>> just installed a new version of it :-)

OW> I remember I did this even the first time I installed RT. That's why I was
OW> suspecting the update. Thank you for the quick response.

Then add this line to your /etc/make.cof file, so you don't have to
remember next time you upgrade your FreeBSD from sources:

ENABLE_SUIDPERL=	true

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



From sebastian at flothow.de  Mon May  6 15:48:22 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Mon, 6 May 2002 21:48:22 +0200
Subject: [rt-users] Ticket URLs don't work when logged out
Message-ID: <a0510030ab8fc894beacf@[217.185.77.21]>

I'm having some trouble with the ticket URLs contained in the mail 
sent to queue watchers. They look like this:

http://hostname/Ticket/Display.html?id=42

They work fine when my browser is running and I'm already logged into RT.
When I'm not logged in, RT displays the log-in screen (obviously), 
but after logging in, RT says "No ticket specified".

I guess this is because the log-in form is sent as a POST request, like this:


POST /Ticket/Display.html?id=42 HTTP/1.1
[some header lines removed]
User-Agent: iCab/2.7.1 (Macintosh; I; PPC)
Content-Type: application/x-www-form-urlencoded
Content-Length: [removed to protect the password]

user=sflothow&pass=[removed]


So RT (or Mason, or whatever) ignores the "?id=42" part of the URL 
because it's a POST request, and the POST data doesn't contain the 
ticket ID.

I've verified this with iCab/2.7.1 on MacOS 8.6 and IE/6 on Win2K; RT 
is 2.0.13 (FCGI) on Apache 1.3.
Can someone reproduce this problem on their system?


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



From KFerguso at chi.navtech.com  Mon May  6 16:13:14 2002
From: KFerguso at chi.navtech.com (Ferguson, Kevin)
Date: Mon, 6 May 2002 15:13:14 -0500 
Subject: [rt-users] Ticket URLs don't work when logged out
Message-ID: <91468650040FD411A51100104B63E23102E28146@postman.chi.navtech.com>

This works fine for me.  The only difference I see is that I'm 
using mod-perl, not FCGI.

ttfn,
kevin

> -----Original Message-----
> From: Sebastian Flothow [mailto:sebastian at flothow.de]
> Sent: Monday, May 06, 2002 2:48 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Ticket URLs don't work when logged out
> 
> 
> I'm having some trouble with the ticket URLs contained in the mail 
> sent to queue watchers. They look like this:
> 
> http://hostname/Ticket/Display.html?id=42
> 
> They work fine when my browser is running and I'm already 
> logged into RT.
> When I'm not logged in, RT displays the log-in screen (obviously), 
> but after logging in, RT says "No ticket specified".
> 
> I guess this is because the log-in form is sent as a POST 
> request, like this:
> 
> 
> POST /Ticket/Display.html?id=42 HTTP/1.1
> [some header lines removed]
> User-Agent: iCab/2.7.1 (Macintosh; I; PPC)
> Content-Type: application/x-www-form-urlencoded
> Content-Length: [removed to protect the password]
> 
> user=sflothow&pass=[removed]
> 
> 
> So RT (or Mason, or whatever) ignores the "?id=42" part of the URL 
> because it's a POST request, and the POST data doesn't contain the 
> ticket ID.
> 
> I've verified this with iCab/2.7.1 on MacOS 8.6 and IE/6 on Win2K; RT 
> is 2.0.13 (FCGI) on Apache 1.3.
> Can someone reproduce this problem on their system?
> 


 



From pdh at snapgear.com  Mon May  6 17:40:26 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 7 May 2002 07:40:26 +1000
Subject: [rt-users] Autoreply Wars
In-Reply-To: <15570.45923.789485.273186@onceler.kciLink.com>
References: <200205021305.51979.mgrubb@fifthvision.net> <3CD1E406.6010104@epost.de> <15570.45923.789485.273186@onceler.kciLink.com>
Message-ID: <20020506214026.GA371@luggage>

Vivek Khera wrote:
> In RT, I could see this as a config variable (say
> $autoRespondBlackoutTime) and a per-queue list of of addresses that
> have gotten an autoresponse and the time they got it.  If they send
> another message that triggers an autoresponder within
> $autoRespondBlackoutTime amount of time to that queue, they don't get
> the response.  I'd set that time at something like 30 minutes.

Or you could use Bruce's excellent AutoReplySquelch/UpdateSquelch
scrip pair to accomplish the same thing. See contrib/2.0. :-)



From mwatson at netspace.net.au  Mon May  6 17:53:08 2002
From: mwatson at netspace.net.au (Mat)
Date: Tue, 7 May 2002 07:53:08 +1000
Subject: [rt-users] Proper Server for RT
In-Reply-To: <m23cx5s42q.fsf@freebie.phydeaux.org>
Message-ID: <IAECIBNIPGKFNINKNHNNAEOFCNAA.mwatson@netspace.net.au>

also look at turing your database, I found that to be abuot 60% of my
speed issues, the rest was/is bad database design,specifically the watchers
table (sorry jesse).

Mat.


> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Fletch
> Sent: Tuesday, 7 May 2002 1:12 AM
> To: Rt-Users (E-mail)
> Subject: Re: [rt-users] Proper Server for RT
>
>
>
>         If you haven't already, take a look at the performance and
> tuning sections of the mod_perl guide (http://perl.apache.org/guide/).
> Stas also had several articles on apacheweek.com recently focusing on
> tuning.
>
> --
> Fletch                | "If you find my answers frightening,       __`'/|
> fletch at phydeaux.org   |  Vincent, you should cease askin'          \ o.O'
> 770 933-0600 x211(w)  |  scary questions." -- Jules                =(___)=
> 770 294-0820 (m)      |                                               U
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm




From rlpowell at digitalkingdom.org  Mon May  6 17:59:10 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Mon, 6 May 2002 14:59:10 -0700
Subject: [rt-users] Proper Server for RT
In-Reply-To: <IAECIBNIPGKFNINKNHNNAEOFCNAA.mwatson@netspace.net.au>
References: <m23cx5s42q.fsf@freebie.phydeaux.org> <IAECIBNIPGKFNINKNHNNAEOFCNAA.mwatson@netspace.net.au>
Message-ID: <20020506215910.GT9487@digitalkingdom.org>

On Tue, May 07, 2002 at 07:53:08AM +1000, Mat wrote:
> also look at turing your database,

'turing'?

-Robin

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



From cwfox at fujitsu.com  Mon May  6 21:12:52 2002
From: cwfox at fujitsu.com (Camron W. Fox)
Date: Mon, 6 May 2002 15:12:52 -1000
Subject: [rt-users] Comments not sent to ALL of AdminCC
Message-ID: <KNEOICNGFPAFJMEMGEIBGEOMIBAA.cwfox@fujitsu.com>

Alle,

	Has anyone experienced the following:

Queue FOO has the following scrip action -

OnComment NotifyAdminCcsAsComment with template AdminComment

If the user making the comment is a member of AdminCcs, they receive no
email regarding the comment made to the ticket in FOO. All other AdminCcs
receive the copy of the comment properly.

Best Regards,
Camron







From pdh at snapgear.com  Mon May  6 21:24:25 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 7 May 2002 11:24:25 +1000
Subject: [rt-users] Comments not sent to ALL of AdminCC
In-Reply-To: <KNEOICNGFPAFJMEMGEIBGEOMIBAA.cwfox@fujitsu.com>
References: <KNEOICNGFPAFJMEMGEIBGEOMIBAA.cwfox@fujitsu.com>
Message-ID: <20020507012425.GW371@luggage>

Camron W. Fox wrote:
> 	Has anyone experienced the following:

http://fsck.com/rtfm/article.html?id=5#73



From mwatson at office.netspace.net.au  Mon May  6 21:53:15 2002
From: mwatson at office.netspace.net.au (Matthew Watson)
Date: Tue, 7 May 2002 11:53:15 +1000
Subject: [rt-users] Proper Server for RT
In-Reply-To: <20020506215910.GT9487@digitalkingdom.org>
Message-ID: <FCEEINDILJOBHBHAPOJPEELPCMAA.mwatson@office.netspace.net.au>

haha. tuning.


> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Robin Lee Powell
> Sent: Tuesday, 7 May 2002 7:59 AM
> To: rt-users at fsck.com
> Subject: Re: [rt-users] Proper Server for RT
> 
> 
> On Tue, May 07, 2002 at 07:53:08AM +1000, Mat wrote:
> > also look at turing your database,
> 
> 'turing'?
> 
> -Robin
> 
> -- 
> http://www.digitalkingdom.org/~rlpowell/ 	BTW, I'm male, honest.
> le datni cu djica le nu zifre .iku'i .oi le so'e datni cu to'e te pilno
> je xlali -- RLP 				http://www.lojban.org/
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From rlpowell at digitalkingdom.org  Tue May  7 00:59:15 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Mon, 6 May 2002 21:59:15 -0700
Subject: [rt-users] Proper Server for RT
In-Reply-To: <FCEEINDILJOBHBHAPOJPEELPCMAA.mwatson@office.netspace.net.au>
References: <20020506215910.GT9487@digitalkingdom.org> <FCEEINDILJOBHBHAPOJPEELPCMAA.mwatson@office.netspace.net.au>
Message-ID: <20020507045915.GD1993@digitalkingdom.org>

I actually *was* seriously asking the question, for the record.  Turing
did a lot of stuff; for all I knew that included database theory.  8)

-Robin

On Tue, May 07, 2002 at 11:53:15AM +1000, Matthew Watson wrote:
> haha. tuning.
> 
> 
> > -----Original Message-----
> > From: rt-users-admin at lists.fsck.com
> > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Robin Lee Powell
> > Sent: Tuesday, 7 May 2002 7:59 AM
> > To: rt-users at fsck.com
> > Subject: Re: [rt-users] Proper Server for RT
> > 
> > 
> > On Tue, May 07, 2002 at 07:53:08AM +1000, Mat wrote:
> > > also look at turing your database,
> > 
> > 'turing'?
> > 
> > -Robin

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



From sven.sternberger at desy.de  Tue May  7 02:45:40 2002
From: sven.sternberger at desy.de (Sven Sternberger)
Date: 07 May 2002 08:45:40 +0200
Subject: [rt-users] ticket overview!
In-Reply-To: <20020506171432.GI9487@digitalkingdom.org>
References: <1020692774.32070.14.camel@zitpcx3298> 
	<20020506171432.GI9487@digitalkingdom.org>
Message-ID: <1020753940.8855.11.camel@zitpcx3298>

Hi Robin!

thank you for the help.

> Ummm, how did you get the search interface to show ticket actions?
> Please, please tell me!
Okay, It is not the action it is the status, and maybe the "is Updated",
sorry :-(

> The answer to solving the date range problem (a friend found this out by
> accident) is to use +/-n as your date, where n will be interpreted as a
> number of hours since midnight at the start of the current day *GMT*.
> Note that it is in reverse; i.e. +72 is 3 days *ago*.
Okay this works, and my problem is solved BUT why is +72 3days ago and
+720 is 16:40 on the day before (I don?t if i really want to know the
answer ;-)

bye!

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





From naoy at levillage.org  Tue May  7 11:30:00 2002
From: naoy at levillage.org (naoy at levillage.org)
Date: Tue, 7 May 2002 11:30:00 fr
Subject: [rt-users] Debug Scrip???
Message-ID: <3cd79e98.5fa5.0@meloo.com>

Hello world, it's me again
Perl is so sweet that he never complain, but how to know where's a
error in a scrip?, Is there a way to learn How to do scrips?
PS: mine don't work anymore.
thanks to all, i'm sorry to post only questions, but it will change
when i'll be a RT guru ;-))
 

---
Ce mel a ?t? envoy? avec Meloo http://www.meloo.com




From frederic.gobin at mindmatics.de  Tue May  7 05:44:44 2002
From: frederic.gobin at mindmatics.de (frederic.gobin at mindmatics.de)
Date: Tue, 7 May 2002 11:44:44 +0200
Subject: [rt-users] Attachments to Requestors ?
Message-ID: <200205070944.g479iiN09172@falke.mindmatics.de>

How do I send attachments to requestors ?

I have tried the "NotifyWithAttachment"-thing, but the requestor gets only an eMail without attachment ...

Frederic Gobin



From avbidder at fortytwo.ch  Tue May  7 05:51:29 2002
From: avbidder at fortytwo.ch (Adrian 'Dagurashibanipal' von Bidder)
Date: 07 May 2002 11:51:29 +0200
Subject: [rt-users] OnOwnerChange NotifyOwner - Template problem
Message-ID: <1020765089.24631.23.camel@atlas>

[ho moderator! you may throw away this msg with the wrong From: mail
addr]

Yo!

I've just set up request tracker with the OnOwnerChange condition added.
I'm using it to notify the (new) owner that he's been assigned a ticket
with this template:

=======
Yo!

This is now your problem:

Transaction: {$Transaction->Description}
      Queue: {$Ticket->QueueObj->Name}
    Subject: {$Transaction->Subject || {$Ticket->Subject} || "(No
subject given)"}
      Owner: {$Ticket->OwnerObj->Name}
 Requestors: {$Ticket->Requestors->EmailsAsString()}
     Status: {$Ticket->Status}
Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >
-------------------------------------------------------------------------
{$Transaction->Content()}
========

Problem is that Transaction->Content and one of the Subject expressions
don't work. The area below the line, where I'd expect the content of the
ticket, is entirely empty, and the Subject: contains some value like:
Subject: HASH(0x8caa790)

I'd be glad if I don't have to dig into rt internals to solve this as
I'm not exactly a perl-lover... :-/

Oh, yes: rt 2.0.11


cheers
-- vbi

-- 
I sign e-mail using OpenPGP (rfc2440) compliant software.

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From smylers at gbdirect.co.uk  Tue May  7 06:09:33 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Tue, 7 May 2002 11:09:33 +0100 (BST)
Subject: [rt-users] Keyword Search behavior for multi-value keywords
In-Reply-To: <3C167C6F2DAAA54B89DABE60D2461FFA533647@dallas.garmin.com>
Message-ID: <Pine.LNX.4.44.0205071043370.15554-100000@tiger.gbdirect.co.uk>

Yesterday Beachey, Kendric wrote:

> Pedantically speaking, I guess "keyword != A" would be satisfied by a
> ticket where the keyword is set to A+B.  (Because A+B != A alone.)

Sounds plausible.  My guess is that "keyword is not A" is being
interpreted as "there exists a keyword with a value that is not B".

I was looking at this kind of thing a few week's ago when wanting to do
"keyword has a value which is either A or B" for a single-select
keyword, but my 'I don't understand this code, but let's plunge right
in, change a few things and see if I get lucky' approach didn't work.

At some point I'll put some effort into going through
DBIx::SearchBuilder properly to work out how this should be done.

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




From smylers at gbdirect.co.uk  Tue May  7 06:14:17 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Tue, 7 May 2002 11:14:17 +0100 (BST)
Subject: [rt-users] OnOwnerChange NotifyOwner - Template problem
In-Reply-To: <1020765089.24631.23.camel@atlas>
Message-ID: <Pine.LNX.4.44.0205071110440.15554-100000@tiger.gbdirect.co.uk>

Adrian 'Dagurashibanipal' von Bidder wrote:

> ... the Subject: contains some value like: Subject: HASH(0x8caa790)

I haven't encountered this myself, but remember reading about other
people experiencing it.  Searching the archives for "Subject" and "HASH"
would seem like a good idea.

> I'd be glad if I don't have to dig into rt internals to solve this as
> I'm not exactly a perl-lover... :-/
>
> Oh, yes: rt 2.0.11

Upgrade.  2.0.13 fixed a security issue.  Jesse has made upgrading
amazingly painless (compared to so many other products out there).  It's
also possible that the subject hash thing was fixed by then, in which
case you'd get a solution without even needing to know what the problem
was the first place.

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




From bduc at dyndaco.com  Tue May  7 06:39:51 2002
From: bduc at dyndaco.com (Bart Duchesne)
Date: 07 May 2002 12:39:51 +0200
Subject: [rt-users] Attachments to Requestors ?
In-Reply-To: <200205070944.g479iiN09172@falke.mindmatics.de>
References: <200205070944.g479iiN09172@falke.mindmatics.de>
Message-ID: <1020767991.9807.3.camel@bd>

On Tue, 2002-05-07 at 11:44, frederic.gobin at mindmatics.de wrote:
> How do I send attachments to requestors ?
> 
> I have tried the "NotifyWithAttachment"-thing, but the requestor gets only an eMail without attachment ...
> 
Have you reconfigured your scrip to use the new NotifyWithAttachment
instead of the normal Notify without attachments ?

> Frederic Gobin
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
-- 
DynDaCo BVBA
Gijmelbergstraat 19
B -  3201 BELGIUM

Tel + 32 16 57 25 79
Fax + 32 16 57 25 81
GSM + 32 477 25 32 12
http://www.dyndaco.com
mailto:bduc at dyndaco.com





From frederic.gobin at mindmatics.de  Tue May  7 06:57:28 2002
From: frederic.gobin at mindmatics.de (frederic.gobin at mindmatics.de)
Date: Tue, 7 May 2002 12:57:28 +0200
Subject: [rt-users] Attachments to Requestors ?
Message-ID: <200205071057.g47AvSN11961@falke.mindmatics.de>

I think that I have found the problem ...

The description of the OnCorrespond-Condition says
   "Whenever correspondence comes in"

I saw nothing like "When correspondence goes out" ...


On 07 May 2002 12:39:51 +0200, Bart Duchesne <bduc at dyndaco.com> wrote:
>
> On Tue, 2002-05-07 at 11:44, frederic.gobin at mindmatics.de wrote:
>> How do I send attachments to requestors ?
>> 
>> I have tried the "NotifyWithAttachment"-thing, but the requestor gets only an eMail without attachment ...
>> 
> Have you reconfigured your scrip to use the new NotifyWithAttachment
> instead of the normal Notify without attachments ?
>
>> Frederic Gobin
>> 
>> _______________________________________________
>> rt-users mailing list
>> rt-users at lists.fsck.com
>> http://lists.fsck.com/mailman/listinfo/rt-users
>> 
>> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> -- 
> DynDaCo BVBA
> Gijmelbergstraat 19
> B -  3201 BELGIUM
>
> Tel + 32 16 57 25 79
> Fax + 32 16 57 25 81
> GSM + 32 477 25 32 12
> http://www.dyndaco.com
> mailto:bduc at dyndaco.com
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>




From hwagener at hamburg.fcb.com  Tue May  7 07:25:59 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Tue, 07 May 2002 13:25:59 +0200
Subject: [rt-users] OnOwnerChange NotifyOwner - Template problem
References: <Pine.LNX.4.44.0205071110440.15554-100000@tiger.gbdirect.co.uk>
Message-ID: <3CD7B9C7.6C769816@hamburg.fcb.com>

Smylers wrote:
> 
> Adrian 'Dagurashibanipal' von Bidder wrote:
> 
> > ... the Subject: contains some value like: Subject: HASH(0x8caa790)
> 

I had this once, and the solution was simple. I don't know from the top of my
head, but I think You need to make sure that You have at least one blank line
at the beginning of Your template. Also, the default templates had an error
once. Bruce Campbell helped me at the time I encountered this, so it should be
easy to find in the archives (last half of 2001).

Regards,
	Harald
-- 
Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com



From kronen at step.polymtl.ca  Tue May  7 07:49:10 2002
From: kronen at step.polymtl.ca (=?iso-8859-1?Q?Mathieu_Dub=E9-Dallaire?=)
Date: Tue, 7 May 2002 07:49:10 -0400
Subject: [rt-users] OnOwnerChange NotifyOwner - Template problem
In-Reply-To: <1020765089.24631.23.camel@atlas>; from avbidder@fortytwo.ch on Tue, May 07, 2002 at 11:51:29AM +0200
References: <1020765089.24631.23.camel@atlas>
Message-ID: <20020507074910.A322@kenny.localdomain>

> I've just set up request tracker with the OnOwnerChange condition added.
> I'm using it to notify the (new) owner that he's been assigned a ticket
> with this template:
> ...
>
> Problem is that Transaction->Content and one of the Subject expressions
> don't work. The area below the line, where I'd expect the content of the

I think this is normal as the "Owner change" transaction doesn't have any
content. I don't know how you would get the contents of the original
message. Somebody asked this a while back, but I don't recall the answer (if
any).

> ticket, is entirely empty, and the Subject: contains some value like:
> Subject: HASH(0x8caa790)

I think that your subject line should be:
    Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject given)"}
instead of:
    Subject: {$Transaction->Subject || {$Ticket->Subject} || "(No subject given)"}

Mathieu
-- 
   ./ Mathieu Dub?-Dallaire \_______________________________________ 
   |   For maximum security, this message has been encrypted TWICE  |
   |   with the powerfull "rot13" algorithm.                        |
   |__ email: kronen at DIEstep.SPAMMERpolymtl.ca _____________________|



From darren at boston.com  Tue May  7 08:33:26 2002
From: darren at boston.com (darren chamberlain)
Date: Tue, 7 May 2002 08:33:26 -0400
Subject: [rt-users] Ticket URLs don't work when logged out
In-Reply-To: <a0510030ab8fc894beacf@[217.185.77.21]>
References: <a0510030ab8fc894beacf@[217.185.77.21]>
Message-ID: <20020507123326.GA15432@boston.com>

* Sebastian Flothow <sebastian at flothow.de> [2002-05-06 15:58]:
> I'm having some trouble with the ticket URLs contained in the mail
> sent to queue watchers. They look like this:

[-- snip --]

> So RT (or Mason, or whatever) ignores the "?id=42" part of the URL 
> because it's a POST request, and the POST data doesn't contain the 
> ticket ID.

By default, CGI.pm doesn't use both GET and POST parameters, and
RT's HTML::Mason setup uses CGI to parse parameters.  You can modify
CGI.pm to prevent this:


    442       if ($meth eq 'POST') {
    443           $self->read_from_client(\*STDIN,\$query_string,$content_length,0)
    444               if $content_length > 0;
    445           # Some people want to have their cake and eat it too!
    446           # Uncomment this line to have the contents of the query string
    447           # APPENDED to the POST data.
    448           # $query_string .= (length($query_string) ? '&' : '') . $ENV{'QUERY_STRING'} if defined $ENV{'QUERY_STRING'};
    449           last METHOD;
    450       }

(CGI.pm, version 2.752, which ships with Perl 5.6.1; you may need to
adjust the line numbers a bit, depending on the age of your Perl.)

The newest version of CGI.pm (2.81) also has this same commented-out
piece of code (line 458).

(darren)

-- 
How can I believe in God when just last week I got my tongue
caught in the roller of an electric typewriter?
    -- Woody Allen



From bruce_campbell at ripe.net  Tue May  7 10:35:42 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 7 May 2002 16:35:42 +0200 (CEST)
Subject: [rt-users] Debug Scrip???
In-Reply-To: <3cd79e98.5fa5.0@meloo.com>
Message-ID: <Pine.LNX.4.44.0205071633140.22904-100000@x22.ripe.net>

On Tue, 7 May 2002 naoy at levillage.org wrote:

> Hello world, it's me again
> Perl is so sweet that he never complain, but how to know where's a
> error in a scrip?, Is there a way to learn How to do scrips?

A tutorial on ScripConditions is available at
http://www.fsck.com/rtfm/factoid.html?id=138 .

I'm getting together one for ScripActions (and other stuff) but meetings
and moving huis is taking up my spare time.

If you find it useful/have comments etc, email me ;)


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




From ddm at skillsoft.com  Tue May  7 11:27:55 2002
From: ddm at skillsoft.com (Derek D. Martin)
Date: Tue, 7 May 2002 11:27:55 -0400
Subject: [rt-users] Proper Server for RT
In-Reply-To: <IAECIBNIPGKFNINKNHNNAEOFCNAA.mwatson@netspace.net.au>
References: <m23cx5s42q.fsf@freebie.phydeaux.org> <IAECIBNIPGKFNINKNHNNAEOFCNAA.mwatson@netspace.net.au>
Message-ID: <20020507152755.GD1698@skillsoft.com>

On Tue, May 07, 2002 at 07:53:08AM +1000, Mat wrote:
> also look at turing your database, I found that to be abuot 60% of my
> speed issues, the rest was/is bad database design,specifically the watchers
> table (sorry jesse).

Can you comment on what tuning you've done to improve your
performance?  Is it mainly indexing tables?  Does RT set up table
indexes?  If not, perhaps it should (I keep meaning to look at this,
but always get sidetracked before I get to it).

Perhaps you'd also care to comment on how the design of the database
might be improved, so that future releases can be improved (if someone
decides to look into it...)?


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



From gwarnagiris at babcockbrown.com  Tue May  7 12:06:24 2002
From: gwarnagiris at babcockbrown.com (George Warnagiris)
Date: Tue, 7 May 2002 12:06:24 -0400 
Subject: [rt-users] Proper Server for RT
Message-ID: <D2C244AC3888D511AB120008C7864703012DA9CE@soho.ny.babcockbrown.com>

Hello Derek,

I'm not sure about the specifics of the database schema, but the indexing
matter was discussed in detail during August 2001 and following.  Here are a
couple of links:

http://lists.fsck.com/pipermail/rt-users/2001-August/003758.html

http://lists.fsck.com/pipermail/rt-users/2002-January/006103.html (I think
this addresses the second portion of your questions)

George

-----Original Message-----
From:	Derek D. Martin [mailto:ddm at skillsoft.com]
Sent:	Tuesday, May 07, 2002 11:28 AM
To:	Mat
Cc:	Rt-Users (E-mail)
Subject:	Re: [rt-users] Proper Server for RT

On Tue, May 07, 2002 at 07:53:08AM +1000, Mat wrote:
> also look at turing your database, I found that to be abuot 60% of my
> speed issues, the rest was/is bad database design,specifically the
watchers
> table (sorry jesse).

Can you comment on what tuning you've done to improve your
performance?  Is it mainly indexing tables?  Does RT set up table
indexes?  If not, perhaps it should (I keep meaning to look at this,
but always get sidetracked before I get to it).

Perhaps you'd also care to comment on how the design of the database
might be improved, so that future releases can be improved (if someone
decides to look into it...)?


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

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

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



This email message may contain information that is confidential and
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From sebastian at flothow.de  Tue May  7 12:04:41 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Tue, 7 May 2002 18:04:41 +0200
Subject: [rt-users] Ticket URLs don't work when logged out
In-Reply-To: <20020507123326.GA15432@boston.com>
References: <a0510030ab8fc894beacf@[217.185.77.21]>
 <20020507123326.GA15432@boston.com>
Message-ID: <a05100301b8fdab123574@[217.185.77.30]>

At 8:33 Uhr -0400 7.5.2002, darren chamberlain wrote:
>By default, CGI.pm doesn't use both GET and POST parameters, and
>RT's HTML::Mason setup uses CGI to parse parameters.  You can modify
>CGI.pm to prevent this:
>
>[...]

Many thanks, that solves the problem.

I have a feeling the documentation people (whoever they are) should 
just copy a lot from this list - do they?


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



From rlpowell at digitalkingdom.org  Tue May  7 12:44:38 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Tue, 7 May 2002 09:44:38 -0700
Subject: [rt-users] ticket overview!
In-Reply-To: <1020753940.8855.11.camel@zitpcx3298>
References: <1020692774.32070.14.camel@zitpcx3298> <20020506171432.GI9487@digitalkingdom.org> <1020753940.8855.11.camel@zitpcx3298>
Message-ID: <20020507164438.GH1993@digitalkingdom.org>

On Tue, May 07, 2002 at 08:45:40AM +0200, Sven Sternberger wrote:
> > The answer to solving the date range problem (a friend found this
> > out by accident) is to use +/-n as your date, where n will be
> > interpreted as a number of hours since midnight at the start of the
> > current day *GMT*. Note that it is in reverse; i.e. +72 is 3 days
> > *ago*.
>
> Okay this works, and my problem is solved BUT why is +72 3days ago and
> +720 is 16:40 on the day before (I don?t if i really want to know the
> answer ;-)

I guess if there are 3 digits it takes the first as hours and the last 2
as minutes.

-Robin

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



From mwatson at netspace.net.au  Tue May  7 16:48:43 2002
From: mwatson at netspace.net.au (Mat)
Date: Wed, 8 May 2002 06:48:43 +1000
Subject: [rt-users] Proper Server for RT
In-Reply-To: <20020507152755.GD1698@skillsoft.com>
Message-ID: <IAECIBNIPGKFNINKNHNNIEANCOAA.mwatson@netspace.net.au>

> Can you comment on what tuning you've done to improve your
> performance?  Is it mainly indexing tables?  Does RT set up table
> indexes?  If not, perhaps it should (I keep meaning to look at this,
> but always get sidetracked before I get to it).

Main tuning is just making sure mysql has enough memory avaliable so that it
is not
swapping out large sort tables onto disk.
I found that when rt needs to resolve a requestor using the watchers table
that
it does not touch the indexes in place, i've also tried in vain to try
and create an index that gets used (even went to the mysql mailing list),
but
still, this query looks at every single row, creating a major bottle neck. I
believe the way the watchers table is set up that its not possible to
get mysql to use an index on it (I could be wrong, would have to go
back and have alook at the mysql docs)

> Perhaps you'd also care to comment on how the design of the database
> might be improved, so that future releases can be improved (if someone
> decides to look into it...)?

I believe jeese has totally redesigned how watchers (and therefor
requestors) work
with the latest development release of rt. Also he is using innodb tables
which
should make things much happier (as large queries shouldn't lock the entire
table, stopping everything behind them). Basically some schema that is
able to have an index against it will be good, but I ain't no dba,so what
exactly the best one would be has me stumped :)

Mat Watson
Netspace online systems.


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




From colleen at darksideproductions.net  Tue May  7 20:09:29 2002
From: colleen at darksideproductions.net (Colleen)
Date: Tue, 7 May 2002 17:09:29 -0700
Subject: [rt-users] Font issues
Message-ID: <12F63B1280D5E444930A872E98BF552D6E9C90@darkside1.darksideproductions.net>

Hi,


Has anyone else noticed the font changing between screens?  A user
notified me of this, but without particulars.


Thanks!

Colleen 



From doherty at onlinepolicy.org  Tue May  7 22:22:13 2002
From: doherty at onlinepolicy.org (Will Doherty)
Date: Tue, 07 May 2002 19:22:13 -0700
Subject: [rt-users] Creating Tasks from Web Forms Not in RT Hierarchy
In-Reply-To: <12F63B1280D5E444930A872E98BF552D6E9C90@darkside1.darksidep
 roductions.net>
Message-ID: <5.1.0.14.0.20020507191835.048a1ba0@pop.sfo.com>

Hey RT Users,

At the Online Policy Group, we have a variety of forms
on various websites that we'd like to use to create
RT tasks so that we can process all the user requests
within RT.

Is there documentation on how to do this?

Has anyone already done this and can provide examples?

Is it possible to create additional fields beyond those
defined as the default RT task fields in order to track
additional information from custom web forms that are not
in the RT hierarchy?

One Internet with Equal Access for All,

Will Doherty
Online Policy Group, Inc.
http://www.onlinepolicy.org
-------




From colleen at darksideproductions.net  Tue May  7 23:49:36 2002
From: colleen at darksideproductions.net (Colleen)
Date: Tue, 7 May 2002 20:49:36 -0700
Subject: [rt-users] Take and Open
Message-ID: <12F63B1280D5E444930A872E98BF552D5859B2@darkside1.darksideproductions.net>

There was an email about this in January that I'm adding to:


January Email:
http://lists.fsck.com/pipermail/rt-users/2002-January/006237.html


> On Tue, Jan 22, 2002 at 10:14:47PM +0000, Ian D wrote:
> > I tried adding a new subrouting to RT/Ticket.pm. We use Take, then
> > Open very often, and I thought it would be nice to have a quick
action
> > for it. This is the code:
> > 
> > sub TakeAndOpen {
> >     my $self = shift;
> >     my $ret = $self->Take();
> >     $ret .= $self->Open();
> >     return($ret);
> > }
> > 
> > Why isn't this working when I try to go to
> Ticket.html?id=42&Action=TakeAndOpen ?
> Why don't you just copy WebRT/html/Ticket/Elements/Tabs to
> local/WebRT/html/Ticket/Elements/Tabs and modify the path used to
> generate the URL for the Take link.
> Change this:
>       $actions->{'Take'} =    
>          { 
>           path => "Ticket/Display.html?Action=Take&id=".$id,
>           title => 'Take'
>          };
>
> to:
>
>
>        $actions->{'Take'} =    
>          { 
>           path =>
"Ticket/Display.html?Action=Take&Status=open&id=".$id,
>           title => 'Take'
>          };
>
> Travis


I just wanted to add that people who make this change should also make a
change to their config.pm where "Take" is also present.

In WebOptions there's:

       { Header     => 'Take',
         TicketLink => 1,
         Constant   => 'Take',
         ExtraLinks => '&Action=Take'
         },
change it to:
       { Header     => 'Take',
         TicketLink => 1,
         Constant   => 'Take',
         ExtraLinks => '&Action=Take&Status=open'
         },


--Colleen



From justin at internode.com.au  Tue May  7 23:56:09 2002
From: justin at internode.com.au (Justin Hawkins)
Date: Wed, 8 May 2002 13:26:09 +0930 (CST)
Subject: [rt-users] OnOwnerChange NotifyOwner - Template problem
In-Reply-To: <1020765089.24631.23.camel@atlas>
Message-ID: <20020508131955.G94455-100000@weasel.internode.com.au>

On 7 May 2002, Adrian 'Dagurashibanipal' von Bidder wrote:

> I've just set up request tracker with the OnOwnerChange condition added.
> I'm using it to notify the (new) owner that he's been assigned a ticket
> with this template:
>
> =======
> Yo!
>
> This is now your problem:
>
> Transaction: {$Transaction->Description}
>       Queue: {$Ticket->QueueObj->Name}
>     Subject: {$Transaction->Subject || {$Ticket->Subject} || "(No
> subject given)"}
>       Owner: {$Ticket->OwnerObj->Name}
>  Requestors: {$Ticket->Requestors->EmailsAsString()}
>      Status: {$Ticket->Status}
> Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >
> -------------------------------------------------------------------------
> {$Transaction->Content()}
> ========
>
> Problem is that Transaction->Content and one of the Subject expressions
> don't work. The area below the line, where I'd expect the content of the
> ticket, is entirely empty, and the Subject: contains some value like:
> Subject: HASH(0x8caa790)

This is what I use:

OnTicketPickup NotifyOwnerNoRestrictions with template FirstCorrespondence

Where the FirstCorrespondence looks like:

---

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

---

(Plus I put a header above that, to explain that the message can be
replied to, to correspond with the requestor)

OnTicketPickup was sent to me and the list by Michael Grubb, check the
archives for the subject 'Change initial status to "Open"'. If you can't
find it, I can send you a copy.

	- Justin

-- 
Justin Hawkins
Internode Professional Access





From frederic.gobin at mindmatics.de  Wed May  8 03:15:48 2002
From: frederic.gobin at mindmatics.de (frederic.gobin at mindmatics.de)
Date: Wed, 8 May 2002 09:15:48 +0200
Subject: [rt-users] Take and Open
Message-ID: <200205080715.g487FmY00698@falke.mindmatics.de>

We wanted the same thing : Changing the state from new to open when somebody takes a ticket ...

We use s scrip for this :
  The condition OwnerChange with the action OpenTicket. Note that the Scrip needs a template which is not used ...

One problem remains :
   Someone clicks on take, the owner changes and the ticket is displayed. But the state-change from new to open seems to be done AFTER displaying the ticket.

Frederic Gobin

On Tue, 7 May 2002 20:49:36 -0700, "Colleen" <colleen at darksideproductions.net> wrote:
>
> There was an email about this in January that I'm adding to:
>
>
> January Email:
> http://lists.fsck.com/pipermail/rt-users/2002-January/006237.html
>
>
>> On Tue, Jan 22, 2002 at 10:14:47PM +0000, Ian D wrote:
>> > I tried adding a new subrouting to RT/Ticket.pm. We use Take, then
>> > Open very often, and I thought it would be nice to have a quick
> action
>> > for it. This is the code:
>> > 
>> > sub TakeAndOpen {
>> >     my $self = shift;
>> >     my $ret = $self->Take();
>> >     $ret .= $self->Open();
>> >     return($ret);
>> > }
>> > 
>> > Why isn't this working when I try to go to
>> Ticket.html?id=42&Action=TakeAndOpen ?
>> Why don't you just copy WebRT/html/Ticket/Elements/Tabs to
>> local/WebRT/html/Ticket/Elements/Tabs and modify the path used to
>> generate the URL for the Take link.
>> Change this:
>>       $actions->{'Take'} =    
>>          { 
>>           path => "Ticket/Display.html?Action=Take&id=".$id,
>>           title => 'Take'
>>          };
>>
>> to:
>>
>>
>>        $actions->{'Take'} =    
>>          { 
>>           path =>
> "Ticket/Display.html?Action=Take&Status=open&id=".$id,
>>           title => 'Take'
>>          };
>>
>> Travis
>
>
> I just wanted to add that people who make this change should also make a
> change to their config.pm where "Take" is also present.
>
> In WebOptions there's:
>
>        { Header     => 'Take',
>          TicketLink => 1,
>          Constant   => 'Take',
>          ExtraLinks => '&Action=Take'
>          },
> change it to:
>        { Header     => 'Take',
>          TicketLink => 1,
>          Constant   => 'Take',
>          ExtraLinks => '&Action=Take&Status=open'
>          },
>
>
> --Colleen
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>




From bruce_campbell at ripe.net  Wed May  8 03:29:44 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 8 May 2002 09:29:44 +0200 (CEST)
Subject: [rt-users] Take and Open
In-Reply-To: <200205080715.g487FmY00698@falke.mindmatics.de>
Message-ID: <Pine.LNX.4.44.0205080926410.22904-100000@x22.ripe.net>

On Wed, 8 May 2002 frederic.gobin at mindmatics.de wrote:

> We wanted the same thing : Changing the state from new to open when
> somebody takes a ticket ...
>
> We use s scrip for this :
>   The condition OwnerChange with the action OpenTicket. Note that the Scrip needs a template which is not used ...
>
> One problem remains :
>    Someone clicks on take, the owner changes and the ticket is displayed. But the state-change from new to open seems to be done AFTER displaying the ticket.

This is a WebUI problem, which (in effect) runs all the Scrips for the
given transaction, then applies changes requested.  ( which includes
resetting the status back to what it was before, bad luck if your Scrip
changed status/ownership ) :(

I'd consider this a bug, and report it to rt-2.0-bugs at fsck.com .

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




From avbidder at fortytwo.ch  Wed May  8 03:36:23 2002
From: avbidder at fortytwo.ch (Adrian 'Dagurashibanipal' von Bidder)
Date: 08 May 2002 09:36:23 +0200
Subject: [rt-users] OnOwnerChange NotifyOwner - Template problem
In-Reply-To: <20020508131955.G94455-100000@weasel.internode.com.au>
References: <20020508131955.G94455-100000@weasel.internode.com.au>
Message-ID: <1020843383.8027.54.camel@atlas>

On Wed, 2002-05-08 at 05:56, Justin Hawkins wrote:
> On 7 May 2002, Adrian 'Dagurashibanipal' von Bidder wrote:

[..]

> This is what I use:
> 
> OnTicketPickup NotifyOwnerNoRestrictions with template FirstCorrespondence
> 
> Where the FirstCorrespondence looks like:
> 
> ---
> 
> {$Ticket->Transactions->Next->Content()}
> 
> ---

Sounds quite like what I want.

> OnTicketPickup was sent to me and the list by Michael Grubb, check the
> archives for the subject 'Change initial status to "Open"'. If you can't
> find it, I can send you a copy.

Is there a searchable list archive? Google doesn't have any hits on
OnTicketPickup. So I'd be glad if you could send it to me (please use
avbidder [at] acter.ch, thanks).

NotifyOwnerNoRestrictions? Is not in 2.0.11, what does it do? (Yes,
given time I will upgrade. But as the system will have to move to
another machine soon anyway, I'd rather change the setup only once.)

cheerio
-- vbi


-- 
I sign e-mail using OpenPGP (rfc2440) compliant software.

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From avbidder at fortytwo.ch  Wed May  8 04:46:23 2002
From: avbidder at fortytwo.ch (Adrian 'Dagurashibanipal' von Bidder)
Date: 08 May 2002 10:46:23 +0200
Subject: [rt-users] OnOwnerChange NotifyOwner - Template problem
In-Reply-To: <20020508131955.G94455-100000@weasel.internode.com.au>
References: <20020508131955.G94455-100000@weasel.internode.com.au>
Message-ID: <1020847583.8027.66.camel@atlas>

On Wed, 2002-05-08 at 05:56, Justin Hawkins wrote:
> 
> {$Ticket->Transactions->Next->Content()}

This works and solves the problem, thanks.


> OnTicketPickup was sent to me and the list by Michael Grubb, check the

Hmmm. Didn't fire here.

If I understand it correctly this should fire whenever the ticket owner
changes and the old owner was Nobody. Didn't fire here.

Scenario: 
 ticket is created
 ticket is given to somebody else by somebody with ModifyTicket access
right

??

cheers & thanks.
-- vbi
	

-- 
I sign e-mail using OpenPGP (rfc2440) compliant software.

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From feargal at thecia.ie  Wed May  8 05:02:18 2002
From: feargal at thecia.ie (Feargal Reilly)
Date: Wed, 08 May 2002 10:02:18 +0100
Subject: [rt-users] RT-devel years ahead ;-)
In-Reply-To: <20020430064550.GD66193@ns2.wananchi.com>
Message-ID: <5.1.0.14.0.20020508100008.00a35bb0@mail.thecia.ie>

That would be my fault.
My BSD box keeled over, and I had to grab temporoarily grab a win box with 
a screwed up date - it thought it was 2008.
It seems that mailman chooses to believe the date the sender gives it, 
rather than it's own local time.

At 07:45 30/04/02, Odhiambo Washington wrote:
>Someone talked about rt-devel list archives so I decided to poke my nose
>into others' business.
>
>Their current archive is dated "2008-January". Is that what it means to
>be 'years ahead of time, maybe'??
>
>What happened to time on the archive server?
>
>
>         cheers
>        - wash
>----------------------------------+-----------------------------------------
>  Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE)
>  http://ns2.wananchi.com/~wash/         . 1ere Etage, Loita Hse, Loita St.,
>  GSM: (254) 722 743 223                 . # 10286, 00100 NAIROBI
>----------------------------------+-----------------------------------------
>"Oh My God! They killed init! You Bastards!"
>                                                 --from a /. post
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Feargal Reilly,
Systems Administrator,
The CIA.




From rehan at nha.co.za  Wed May  8 05:32:12 2002
From: rehan at nha.co.za (Rehan van der Merwe)
Date: Wed, 8 May 2002 11:32:12 +0200
Subject: [rt-users] European date format
Message-ID: <FD2EC577E876CA418D08460A64646FBD017321C1@titan.nha.co.za>

Jesse, 

Has there been any development in this regard?

Is there a easy way in the meantime to NOT accept mm/dd/yyyy (to avoid confusion, since SA follows European time format), and thus only yyyy/mm/dd?

Regards,
Rehan

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com]
Sent: Wednesday, September 19, 2001 5:41 PM
To: Joel Smith
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] European date format


Not currently easy, as we use Date::Parse.  I'm looking
at switching to Time::ParseDate in a future release, which will make this
much easier.

	-j

On Wed, Sep 19, 2001 at 10:46:41AM +0100, Joel Smith wrote:
> Is there an easy way to set the default date handling to European 
> format (ie dd/mm/yy) rather than US (mm/dd/yy)? Although I realise 
> that the system can munge most date formats, the European/US formats 
> are ambiguous most of the time.
> 
> (4/3/01 is 4th March in Europe, and 3rd April in US).
> 
> Ideally it would take the format from the system locale, but it 
> doesn't seem to.
> 
> Cheers,
> 
> Joel
> -- 
> 
> Joel Smith
> 22 Springfield Way
> Pateley Bridge		Tel: +44 1423 711229	Mobile: +44 7768 803758
> N.Yorks HG3 5PA		Fax: +44 870 1617192
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 

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

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



From vsra at lucent.com  Wed May  8 06:26:25 2002
From: vsra at lucent.com (V S R A, Prasad (Prasad))
Date: Wed, 8 May 2002 15:56:25 +0530 
Subject: [rt-users] Mail interface
Message-ID: <B0BADCAFF5CDD211989700805F85E3F60AC1D09E@ii0015exch001u.iprc.lucent.com>

Hi,
	Is there a way the users can send a mail to some rt alias and a
ticket gets generated in the RT database?
Please let me know if any of you have done it before.

> Best  Regards,
> Prasad V.S.R.A.
> 



From fri at akumiitti.com  Wed May  8 07:35:59 2002
From: fri at akumiitti.com (Fabian Ritzmann)
Date: 08 May 2002 14:35:59 +0300
Subject: [rt-users] Font issues
Message-ID: <1020857759.22392.37.camel@fabiitti>

On Wed, 2002-05-08 at 03:09, Colleen wrote:

> Has anyone else noticed the font changing between screens?  A user
> notified me of this, but without particulars.

This could happen if you have some problem with the authentication and
the server does not let the user download the NoAuth/webrt.css style
sheet for certain pages. Or there is a misconfiguration or typo
somewhere that points to a non-existent style sheet.

Fabian





From michaelm at kw.com  Wed May  8 09:05:49 2002
From: michaelm at kw.com (Michael Marziani)
Date: Wed, 8 May 2002 09:05:49 -0400
Subject: [rt-users] Mail interface
Message-ID: <AFE0EF96DE9ADE4EB4A7BF95FDF62068013F9714@mi8nycmail05.mi8.com>

This is described in detail in the installation Docs.

-Michael


-----Original Message-----
From: V S R A, Prasad (Prasad)
To: rt-users at lists.fsck.com
Sent: 5/8/2002 6:26 AM
Subject: [rt-users] Mail interface

Hi,
	Is there a way the users can send a mail to some rt alias and a
ticket gets generated in the RT database?
Please let me know if any of you have done it before.

> Best  Regards,
> Prasad V.S.R.A.
> 

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

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



From Kendric.Beachey at garmin.com  Wed May  8 09:24:20 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Wed, 8 May 2002 08:24:20 -0500 
Subject: [rt-users] Creating Tasks from Web Forms Not in RT Hierarchy
Message-ID: <3C167C6F2DAAA54B89DABE60D2461FFA533669@dallas.garmin.com>

> Is there documentation on how to do this?

Not as such...

> Has anyone already done this and can provide examples?

Yes, I've done this.  Without pasting in my actual code, I can tell you that
I created an HTML form with fields for the desired information, and had the
form call a perl script which just turns around and sends e-mail to RT.

> Is it possible to create additional fields beyond those
> defined as the default RT task fields in order to track
> additional information from custom web forms that are not
> in the RT hierarchy?

Well, maybe, if you use the enhanced mailgate (which we don't), you could
seed some keyword selections.

For our purposes, it was deemed sufficient just to list all the information
in the body of the automatic e-mail.
--
Kendric Beachey
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From sebastian at flothow.de  Wed May  8 11:50:35 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Wed, 8 May 2002 17:50:35 +0200
Subject: [rt-users] Creating Tasks from Web Forms Not in RT Hierarchy
In-Reply-To: <5.1.0.14.0.20020507191835.048a1ba0@pop.sfo.com>
References: <5.1.0.14.0.20020507191835.048a1ba0@pop.sfo.com>
Message-ID: <a05100300b8fef86a67c6@[217.185.77.16]>

At 19:22 Uhr -0700 7.5.2002, Will Doherty wrote:
>At the Online Policy Group, we have a variety of forms
>on various websites that we'd like to use to create
>RT tasks so that we can process all the user requests
>within RT.

Our website forms simply send mail to RT. This is for historical 
reasons; the form processing CGI existed before we began using RT.
However, I'd probably go the same way now: Sending mail is trivial 
with any serious server-side scripting language, works across 
different servers, and the MTA takes care of queuing if the machine 
running RT isn't reachable.


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



From purp at wildbrain.com  Wed May  8 14:52:36 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 08 May 2002 11:52:36 -0700
Subject: [rt-users] Performance Tuning for PostgreSQL
Message-ID: <1020883956.13270.131.camel@milagro.wildbrain.com>

Howdy!

I'm embarking on adjusting our config and twiddling other bits to
maximize the DB's speed while running RT. I thought I'd share what I've
learned so far along with a few questions and an invitation of
suggestions.

What I've learned is fairly limited; I've read Bruce Momjian's article
in the August 2001 Linux Journal
(http://www.linuxjournal.com/article.php?sid=4791) which outlined a bit
of how to think about Shared Buffer Caches, Sort Memory Batch Size, and
Disk/Filesystem location. 

What I took from that was that optimally your buffer caches should be
large enough to contain the static tables from all DBs on the server as
well as the expected number of active rows in dynamic tables. I'm
currently coming up with what that size is by reading the table setups
in SQL and doing the math by hand; I'll post findings soon.

If anyone has a faster way to ask a PostgreSQL DB "How big is that table
in bytes?" and "What's the maximum size of a row in this table in
bytes?" I'd really love to know it. =]

Meanwhile, I found that we got an astounding speedup from doing
"vacuumdb -z -v -e" which executes the VACUUM ANALYZE command. I hadn't
done this sooner because of my misunderstanding of what the command
would do; I read its explanation as "Will remove deleted rows" and, as
RT never deletes rows, I didn't expect it to help. 

It helped. A LOT. It was taking ~12 seconds to show me the Home page;
immediately afterwards, that has cut down to 2-3 seconds. Can anyone
explain that one to me? I'd love to fully understand.

My suspicion is that the Analyze feature is helping considerably, too.
According to its man page, it's supposed to feed information to the
PostgreSQL Optimizer to help the DB better arrange itself for queries. I
suspect that it had never been run after setting up the schema, so the
DB was going with no hints. Can anyone confirm or deny this? If it turns
out that this is correct, I'd highly suggest that "VACUUM ANALYZE" be
run immediately after setting up a new PG schema.

Well, that's all I know so far. More as I'm able to learn it. =]

Cheers!

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




From khera at kcilink.com  Wed May  8 15:44:31 2002
From: khera at kcilink.com (Vivek Khera)
Date: Wed, 8 May 2002 15:44:31 -0400
Subject: [rt-users] Performance Tuning for PostgreSQL
In-Reply-To: <1020883956.13270.131.camel@milagro.wildbrain.com>
References: <1020883956.13270.131.camel@milagro.wildbrain.com>
Message-ID: <15577.32799.99354.49051@onceler.kciLink.com>

>>>>> "JM" == Jim Meyer <purp at wildbrain.com> writes:

JM> Meanwhile, I found that we got an astounding speedup from doing
JM> "vacuumdb -z -v -e" which executes the VACUUM ANALYZE command. I hadn't
JM> done this sooner because of my misunderstanding of what the command
JM> would do; I read its explanation as "Will remove deleted rows" and, as
JM> RT never deletes rows, I didn't expect it to help. 

In Postgres, "deleted" rows are also the rows left over after any kind
of update to a tuple.  This is part of the multi-version concurrency
feature (ie, two transactions can be running, and each sees exactly
what was there at the start of its transaction no matter what else is
changed).  Thus, you need to regularly vacuum your database to clear
out these dead rows, and allow them to be re-used.

Adding in the "analyze" is helpful if the distribution of your index
keys changes, but it is not expensive to throw it in as part of your
daily (or more frequent, depending on usage) vacuum.  Running it once
after creating the tables is of little use.  You need to analyze your
actual data.

For my usage, a daily vacuum of RT is sufficient.  For other
databases, there are some tables I vacuum every 6 hours and some every
4 hours.  This keeps the on-disk image from getting too big since the
dead rows are not used again until they've been vacuumed.

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



From wozz+rt at wookie.net  Wed May  8 17:58:26 2002
From: wozz+rt at wookie.net (wozz+rt at wookie.net)
Date: Wed, 8 May 2002 15:58:26 -0600
Subject: [rt-users] CC fields in comment/reply form
Message-ID: <20020508155826.V19902@bonch.org>


From mdorman at debian.org  Wed May  8 19:11:25 2002
From: mdorman at debian.org (Michael Alan Dorman)
Date: 08 May 2002 19:11:25 -0400
Subject: [rt-users] Performance Tuning for PostgreSQL
In-Reply-To: <1020883956.13270.131.camel@milagro.wildbrain.com>
References: <1020883956.13270.131.camel@milagro.wildbrain.com>
Message-ID: <87vg9yqlpe.fsf@amanda.mallet-assembly.org>

Jim Meyer <purp at wildbrain.com> writes:

> I suspect that it had never been run after setting up the schema, so
> the DB was going with no hints. Can anyone confirm or deny this? If
> it turns out that this is correct, I'd highly suggest that "VACUUM
> ANALYZE" be run immediately after setting up a new PG schema.

No, you need to do periodic ANALYZEs to update statistics about the
tables.  It's no good when there's no data in the tables, you get
b0rken statistics.

Please consult the performance tuning documentation for PostgreSQL at
http://postgresql.org/users-lounge/docs/7.2/postgres/performance-tips.html,
which include a whole section about the planners statistics usage and
the care and feeding thereof.

Mike.



From cwfox at fujitsu.com  Wed May  8 20:14:36 2002
From: cwfox at fujitsu.com (Camron W. Fox)
Date: Wed, 8 May 2002 14:14:36 -1000
Subject: [rt-users] Cannot Steal or Reassign Tickets
Message-ID: <KNEOICNGFPAFJMEMGEIBMEIAICAA.cwfox@fujitsu.com>

Alle,

	Since upgrading to 2.X, we can no longer steal tickets (even though I have
full privileges) and, therefore, cannot reassign them. I've been looking in
the archives for something on this, but maybe I am the only one experiencing
it.

Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu America, INC.
E-mail:			cwfox at fujitsu.com
Phone:			(808) 934-4102
Pager:			(808) 934-1290
Cell:			(808) 937-5026






From shannon at dashdog.com  Wed May  8 20:32:01 2002
From: shannon at dashdog.com (shannon pedersen)
Date: Wed, 8 May 2002 17:32:01 -0700
Subject: [rt-users] Owner Correspondence Scrip
Message-ID: <00de01c1f6f0$f04c4a00$3e0a010a@cspeed.com>

We would like to setup our system so that the owner isn't notified of every
transaction, but is notified of any comments any Ccs make or any requestor
correspondence.

I've set the following scrips:
OnComment NotifyOwner with template AdminComment
OnCorrespond NotifyOwner with template AdminCorrespondence

I also have the same scrips set for NotifyAdminCcs, and those work just
fine.  However, ticket owners are not getting these emails when coming from
an AdminCc or Requestors (this isn't the issue of the person doing the
comment/correspondence in RT not getting an email about it).

I checked the mail log for this and it doesn't appear to be off (sendmail
sends it to our Exchange mailserver, so there could be something there, but
I can't imagine what since all other emails come through).

log example:

May  8 16:57:39 vid sendmail[17510]: g48NvdE17508: to=spedersen at company.com,
ctladdr=apache(48/48), delay=00:00:00, xdelay=00:00:00, mailer=esmtp,
pri=138641, relay=mailserver.company.com. [10.1.1.1], dsn=2.0.0, stat=Sent
( <rt-285-1550.12.9248290274241 at company> Queued mail for delivery)

Does anyone have any thoughts about what I'm missing here?

Thanks,
-shannon pedersen




From pdh at snapgear.com  Wed May  8 23:43:20 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 9 May 2002 13:43:20 +1000
Subject: [rt-users] CC fields in comment/reply form
In-Reply-To: <20020508155826.V19902@bonch.org>
References: <20020508155826.V19902@bonch.org>
Message-ID: <20020509034320.GC366@luggage>

wozz+rt at wookie.net wrote:
> From perusing the archives, it would appear that the CC and Bcc fields in the
> reply/comment form don't perform any function, and there are no built in
> scrips to handle this.  Is this correct?    If so, where would that data (the
> CC and Bcc field contents) be accessible in the transaction (so I could write
> my own scrip for it)

You want the NotifyOtherRecipients and NotifyOtherRecipientsAsComment
scrips.



From npf at eurotux.com  Thu May  9 06:07:10 2002
From: npf at eurotux.com (Nuno Miguel Pais Fernandes)
Date: 09 May 2002 11:07:10 +0100
Subject: [rt-users] Prevent requestor from receiving emails
Message-ID: <1020938830.3284.18.camel@xeon.office.eurotux.com>

Hello

Is there any way to prevent the requestor from receiving emails?
It's for something like this:

I'v created a queue where User1 and User2 have create_ticket rights and
where all users (including User1 and User2) are watchers.
When User1 creates a ticket he will receive a mail because he is a
watcher and because he is the requestor.
I can't remove him from the list of watchers because he need to receive
mails when User2 creates tickets.


Thanks
Nuno Fernandes

-- 
Nuno Pais Fernandes
Eurotux Inform?tica, SA
Tel: +351 253257395
Fax: +351 253257396
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From marc.beyer at digitalbridges.com  Thu May  9 06:11:36 2002
From: marc.beyer at digitalbridges.com (Marc Beyer)
Date: 09 May 2002 11:11:36 +0100
Subject: [rt-users] Timestamp logging
Message-ID: <1020939096.1682.66.camel@unitytest>

Hi,

how do I put a timestamp before each logging entry? I've tried adding it
to the callback subroutine in RT.pm like so:

  $Logger->add(Log::Dispatch::File->new
	( name=>'rtlog',
	 min_level=> $RT::LogToFile,
	 filename=> $filename,
	 mode=>'append',
	 callback => sub {my %p=@_; return sub {($_[0],$_[1],$_[2], $_[5]+1900,
$_[4]+1, $_[3])}->(localtime).": $p{message}\n"} ));

But that doesn't do anything to the logging output. In fact, modifying
this parameter (forex removing the $p{message} ) doesn't seem to affect
the logging output at all. This is using RT 2.0.11

Thanks in advance for any help,

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 jesse at bestpractical.com  Thu May  9 06:29:25 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 9 May 2002 06:29:25 -0400
Subject: [rt-users] Timestamp logging
In-Reply-To: <1020939096.1682.66.camel@unitytest>; from marc.beyer@digitalbridges.com on Thu, May 09, 2002 at 11:11:36AM +010
References: <1020939096.1682.66.camel@unitytest>
Message-ID: <20020509062925.O3435@fsck.com>

The following change to the logging behaviour is already targetted for 
2.0.14:

callbacks => sub {my %p=@_; return "[".gmtime(time)."] [".$p{level}.  "]: $p{message}\n"}


Note especially the critical 's' on callbacks.


	-j

On Thu, May 09, 2002 at 11:11:36AM +0100, Marc Beyer wrote:
> Hi,
> 
> how do I put a timestamp before each logging entry? I've tried adding it
> to the callback subroutine in RT.pm like so:
> 
>   $Logger->add(Log::Dispatch::File->new
> 	( name=>'rtlog',
> 	 min_level=> $RT::LogToFile,
> 	 filename=> $filename,
> 	 mode=>'append',
> 	 callback => sub {my %p=@_; return sub {($_[0],$_[1],$_[2], $_[5]+1900,
> $_[4]+1, $_[3])}->(localtime).": $p{message}\n"} ));
> 
> But that doesn't do anything to the logging output. In fact, modifying
> this parameter (forex removing the $p{message} ) doesn't seem to affect
> the logging output at all. This is using RT 2.0.11
> 
> Thanks in advance for any help,
> 
> 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.
> 
> ________________________________________________________________________
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

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



From marc.beyer at digitalbridges.com  Thu May  9 06:43:08 2002
From: marc.beyer at digitalbridges.com (Marc Beyer)
Date: 09 May 2002 11:43:08 +0100
Subject: [rt-users] Timestamp logging
In-Reply-To: <20020509062925.O3435@fsck.com>
References: <1020939096.1682.66.camel@unitytest> 
	<20020509062925.O3435@fsck.com>
Message-ID: <1020940988.3218.1.camel@unitytest>

And the 's' it was. Thanks a bunch, Jesse!

Marc

On Thu, 2002-05-09 at 11:29, Jesse Vincent wrote:
> The following change to the logging behaviour is already targetted for 
> 2.0.14:
> 
> callbacks => sub {my %p=@_; return "[".gmtime(time)."] [".$p{level}.  "]: $p{message}\n"}
> 
> 
> Note especially the critical 's' on callbacks.
> 
> 
> 	-j
> 
> On Thu, May 09, 2002 at 11:11:36AM +0100, Marc Beyer wrote:
> > Hi,
> > 
> > how do I put a timestamp before each logging entry? I've tried adding it
> > to the callback subroutine in RT.pm like so:
> > 
> >   $Logger->add(Log::Dispatch::File->new
> > 	( name=>'rtlog',
> > 	 min_level=> $RT::LogToFile,
> > 	 filename=> $filename,
> > 	 mode=>'append',
> > 	 callback => sub {my %p=@_; return sub {($_[0],$_[1],$_[2], $_[5]+1900,
> > $_[4]+1, $_[3])}->(localtime).": $p{message}\n"} ));
> > 
> > But that doesn't do anything to the logging output. In fact, modifying
> > this parameter (forex removing the $p{message} ) doesn't seem to affect
> > the logging output at all. This is using RT 2.0.11
> > 
> > Thanks in advance for any help,
> > 
> > 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.
> > 
> > ________________________________________________________________________
> > 
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> > 
> 
> -- 
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



________________________________________________________________________

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 dane at al.com.au  Thu May  9 09:15:58 2002
From: dane at al.com.au (Dane Rapaport)
Date: Thu, 9 May 2002 23:15:58 +1000
Subject: [rt-users] Changing the default login screen for a particular user
Message-ID: <02May9.231046est.115222@gateway.al.com.au>

Hi. I was wondering whether someone could suggest a course of action
for me.

I have a specific login for a group of users. I basically only want them
to be able to SeeQueue. I have given this user such access for a
specific queue.

The idea of this user is just to be generic so that they can see the
status of requests and the number of requests in this queue.

Any ideas about how I can make the Search-Queue screen the default for
that particular login?

IE. I want the default screen on Login to be just the same as if they
had clicked on the particular queue on the right.

(basically a search with Queue and status New and Open)

I hope I have made myself clear? ;)
Its incredibly late and months of 90 hour weeks aren't good for anyone. 
:(

Thanks in advance
Dane


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



From stephen.gower at wolfson.oxford.ac.uk  Thu May  9 11:06:49 2002
From: stephen.gower at wolfson.oxford.ac.uk (Stephen Gower)
Date: Thu, 9 May 2002 16:06:49 +0100
Subject: [rt-users] Comment from user with rights
Message-ID: <20020509160649.B9035@calculus.wolf.ox.ac.uk>

  I have a user who is not part of any group, but has User
  Rights for one queue and one queue only.  The rights he has are
   CreateTicket
   ModifyTicket
   OwnTicket
   ReplyToTicket
   SeeQueue
   ShowTicket
   
  He does not have CommentOnTicket, and yet, using the 
  web interface, he is able to (and often is) sending comments.
  
  Is this a bug, or does one of the other rights above allow him to
  comment on tickets in this queue?  How can I stop him?
-- 
  Stephen



From ddm at skillsoft.com  Thu May  9 11:38:17 2002
From: ddm at skillsoft.com (Derek D. Martin)
Date: Thu, 9 May 2002 11:38:17 -0400
Subject: [rt-users] Owner Correspondence Scrip
In-Reply-To: <00de01c1f6f0$f04c4a00$3e0a010a@cspeed.com>
References: <00de01c1f6f0$f04c4a00$3e0a010a@cspeed.com>
Message-ID: <20020509153817.GF2452@skillsoft.com>

On Wed, May 08, 2002 at 05:32:01PM -0700, shannon pedersen wrote:
> I also have the same scrips set for NotifyAdminCcs, and those work just
> fine.  However, ticket owners are not getting these emails when coming from
> an AdminCc or Requestors (this isn't the issue of the person doing the
> comment/correspondence in RT not getting an email about it).

I'm having a similar problem.  I have only the default global scrips
defined (I may have removed some), which are:

  OnCreate AutoreplyToRequestors with template Autoreply OnCreate
  NotifyAdminCcs with template Transaction OnCorrespond
  NotifyAllWatchers with template Correspondence OnComment
  NotifyAdminCcsAsComment with template AdminComment OnComment
  NotifyOtherRecipientsAsComment with template Correspondence
  OnCorrespond NotifyOtherRecipients with template Correspondence 

Whenever anyone updates the ticket, all of the AdminCC's get the
update, except the person who made the update doesn't.  It strikes me
that the "NotifyAdminCcs with template Transaction OnCorrespond"
should be notifying the person who updated the ticket (provided of
course they are a member of AdminCcs, which in my case is true).

Thoughts?

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



From Weimer at CERT.Uni-Stuttgart.DE  Thu May  9 11:55:33 2002
From: Weimer at CERT.Uni-Stuttgart.DE (Florian Weimer)
Date: Thu, 09 May 2002 17:55:33 +0200
Subject: [rt-users] Debian's mod_perl DSO
Message-ID: <87pu05co3u.fsf@CERT.Uni-Stuttgart.DE>

Is mod_perl as a DSO on Apache still that unstable?  What about the
Debian version?

-- 
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 mdorman at debian.org  Thu May  9 12:22:26 2002
From: mdorman at debian.org (Michael Alan Dorman)
Date: 09 May 2002 12:22:26 -0400
Subject: [rt-users] Debian's mod_perl DSO
In-Reply-To: <87pu05co3u.fsf@CERT.Uni-Stuttgart.DE>
References: <87pu05co3u.fsf@CERT.Uni-Stuttgart.DE>
Message-ID: <87r8klqojh.fsf@amanda.mallet-assembly.org>

Florian Weimer <Weimer at CERT.Uni-Stuttgart.DE> writes:
> Is mod_perl as a DSO on Apache still that unstable?  What about the
> Debian version?

I have actually had fine experiences with the DSO under Debian,
although, as a rule, I do run the statically compiled one.

Mike.



From rlpowell at digitalkingdom.org  Thu May  9 12:28:36 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Thu, 9 May 2002 09:28:36 -0700
Subject: [rt-users] Cannot Steal or Reassign Tickets
In-Reply-To: <KNEOICNGFPAFJMEMGEIBMEIAICAA.cwfox@fujitsu.com>
References: <KNEOICNGFPAFJMEMGEIBMEIAICAA.cwfox@fujitsu.com>
Message-ID: <20020509162836.GQ1993@digitalkingdom.org>

On Wed, May 08, 2002 at 02:14:36PM -1000, Camron W. Fox wrote:
> Since upgrading to 2.X, we can no longer steal tickets (even though I
> have full privileges) and, therefore, cannot reassign them. I've been
> looking in the archives for something on this, but maybe I am the only
> one experiencing it.

Works fine for me using a user that has global rights.

-Robin

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



From shannon at dashdog.com  Thu May  9 12:37:08 2002
From: shannon at dashdog.com (shannon pedersen)
Date: Thu, 9 May 2002 09:37:08 -0700
Subject: [rt-users] Owner Correspondence Scrip
References: <00de01c1f6f0$f04c4a00$3e0a010a@cspeed.com> <20020509153817.GF2452@skillsoft.com>
Message-ID: <003f01c1f777$c5a5a260$6401a8c0@cspeed.com>

> Whenever anyone updates the ticket, all of the AdminCC's get the
> update, except the person who made the update doesn't.  It strikes me
> that the "NotifyAdminCcs with template Transaction OnCorrespond"
> should be notifying the person who updated the ticket (provided of
> course they are a member of AdminCcs, which in my case is true).

Yours is working as intended - RT doesn't notify the person who made the
update by email, because the person doing the update should know that they
did it (and therefore doesn't need notification).

See http://fsck.com/rtfm/article.html?id=5#73

-shannon pedersen





From sebastian at flothow.de  Thu May  9 12:42:15 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Thu, 9 May 2002 18:42:15 +0200
Subject: [rt-users] Owner Correspondence Scrip
In-Reply-To: <20020509153817.GF2452@skillsoft.com>
References: <00de01c1f6f0$f04c4a00$3e0a010a@cspeed.com>
 <20020509153817.GF2452@skillsoft.com>
Message-ID: <a0510030cb90057295e26@[217.185.65.184]>

At 11:38 Uhr -0400 9.5.2002, Derek D. Martin wrote:
>Whenever anyone updates the ticket, all of the AdminCC's get the
>update, except the person who made the update doesn't.  It strikes me
>that the "NotifyAdminCcs with template Transaction OnCorrespond"
>should be notifying the person who updated the ticket (provided of
>course they are a member of AdminCcs, which in my case is true).

< http://fsck.com/rtfm/article.html?id=5#73 >


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



From rlpowell at digitalkingdom.org  Thu May  9 12:53:45 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Thu, 9 May 2002 09:53:45 -0700
Subject: [rt-users] Comment from user with rights
In-Reply-To: <20020509160649.B9035@calculus.wolf.ox.ac.uk>
References: <20020509160649.B9035@calculus.wolf.ox.ac.uk>
Message-ID: <20020509165345.GC4164@digitalkingdom.org>

On Thu, May 09, 2002 at 04:06:49PM +0100, Stephen Gower wrote:
>   I have a user who is not part of any group, but has User
>   Rights for one queue and one queue only.  The rights he has are
>    CreateTicket
>    ModifyTicket
>    OwnTicket
>    ReplyToTicket
>    SeeQueue
>    ShowTicket
>    
>   He does not have CommentOnTicket, and yet, using the web interface,
>   he is able to (and often is) sending comments.
>   
>   Is this a bug, or does one of the other rights above allow him to
>   comment on tickets in this queue?  How can I stop him?

My experience has been that while he can click on the comment button and
send a comment, it is actually registered as a Reply and is visible
accordingly.

-Robin

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



From rlpowell at digitalkingdom.org  Thu May  9 12:57:22 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Thu, 9 May 2002 09:57:22 -0700
Subject: [rt-users] Owner Correspondence Scrip
In-Reply-To: <00de01c1f6f0$f04c4a00$3e0a010a@cspeed.com>
References: <00de01c1f6f0$f04c4a00$3e0a010a@cspeed.com>
Message-ID: <20020509165722.GD4164@digitalkingdom.org>

On Wed, May 08, 2002 at 05:32:01PM -0700, shannon pedersen wrote:
> log example:
> 
> May  8 16:57:39 vid sendmail[17510]: g48NvdE17508: to=spedersen at company.com,
> ctladdr=apache(48/48), delay=00:00:00, xdelay=00:00:00, mailer=esmtp,
> pri=138641, relay=mailserver.company.com. [10.1.1.1], dsn=2.0.0, stat=Sent
> ( <rt-285-1550.12.9248290274241 at company> Queued mail for delivery)
					   ^^^^^^^^^^^^^^^^^^^^^^^^
> 
> Does anyone have any thoughts about what I'm missing here?

Betcha it's still in the queue.

-Robin

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



From shannon at dashdog.com  Thu May  9 14:11:11 2002
From: shannon at dashdog.com (shannon pedersen)
Date: Thu, 9 May 2002 11:11:11 -0700
Subject: [rt-users] Owner Correspondence Scrip
References: <00de01c1f6f0$f04c4a00$3e0a010a@cspeed.com> <20020509165722.GD4164@digitalkingdom.org>
Message-ID: <003c01c1f784$e6e733a0$3e0a010a@cspeed.com>

> Betcha it's still in the queue.
> 
> -Robin

You were right - it came through later on that evening.  

Thanks!
-shannon





From ddm at skillsoft.com  Thu May  9 14:37:01 2002
From: ddm at skillsoft.com (Derek D. Martin)
Date: Thu, 9 May 2002 14:37:01 -0400
Subject: [rt-users] Owner Correspondence Scrip
In-Reply-To: <a0510030cb90057295e26@[217.185.65.184]>
References: <00de01c1f6f0$f04c4a00$3e0a010a@cspeed.com> <20020509153817.GF2452@skillsoft.com> <a0510030cb90057295e26@[217.185.65.184]>
Message-ID: <20020509183701.GK2452@skillsoft.com>

On Thu, May 09, 2002 at 06:42:15PM +0200, Sebastian Flothow wrote:
> At 11:38 Uhr -0400 9.5.2002, Derek D. Martin wrote:
> >Whenever anyone updates the ticket, all of the AdminCC's get the
> >update, except the person who made the update doesn't.
>
> < http://fsck.com/rtfm/article.html?id=5#73 >

    Are you taking into account that RT should never
    mail the person performing the action? RT tries to
    be smart about this. 

Ok, but, I guess my point is I *want* to receive those e-mails.  So
who gets to decide what behavior is smart?  :-)

This is especially useful while trying to configure who gets notified
when, to verify that everything is working as expected.  As it stands
now, I have to keep tracking people down to ask if they are or are not
getting messages...  not very efficient.  It makes making adjustments
to notifications a very slow process.

Is there any way to configure RT to do this (preferably without
hacking the code)?  This strikes me as a good candidate for a
configuration setting, if one does not already exist...

While I'm on the topic, is there any plans to make anything
configurable, i.e.  controllable by user preferences (i.e. on a
user-by-user basis)?  It seems that currently the only thing that's in
preferences now is user's password and mail signature.  It would be
great to be able to specify a particular font, color scheme, feilds
that are shown in a search query (priority of a ticket is notably
absent from our queries), etc.

If the answer is no, I might be inclined to try to hack some of this
stuff together.  Unfortunately it wouldn't be for a while, as right
now I'm pretty well swamped with work to do.

Thanks for all your help thusfar!  


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



From colleen at darksideproductions.net  Thu May  9 15:16:02 2002
From: colleen at darksideproductions.net (Colleen)
Date: Thu, 9 May 2002 12:16:02 -0700
Subject: [rt-users] Download link in ShowTransactions
Message-ID: <12F63B1280D5E444930A872E98BF552D5859B5@darkside1.darksideproductions.net>

Hi,


I'm customizing RT to work for my company and I had some questions about
the purpose of 'Download' in ShowTransaction.

It seems that when a comment is made, there's a corresponding 'Download'
link and when an actual attachment is added, there's also a
corresponding 'Download' link.

Since I've customized RT to be totally web-based (no users will be
accessing RT through email or through commandline), the 'Download' link
for comments seems unnecessary-- since all the comments are on the
History screen AND that screen also includes all the transaction
history.  When I click on the Download link for a comment, it just
brings up the plain text of the message without even a date/timestamp.

Is it possible to have the Download link only appear when there actually
is something attached, instead of just for view plain comments?



Thanks!

Colleen  



From josh at pwebtech.com  Thu May  9 15:36:45 2002
From: josh at pwebtech.com (Joshua Mandelberger)
Date: Thu, 09 May 2002 15:36:45 -0400
Subject: [rt-users] RT2 and MySQL
In-Reply-To: <KNEOICNGFPAFJMEMGEIBMEIAICAA.cwfox@fujitsu.com>
Message-ID: <5.1.0.14.2.20020509152112.02c80be8@mail.pwebtech.com>

Hi, I've been on the list for quite some time now but up until now have 
been lurking and reading.  Lots of great information, a good deal of which 
as been valuable to myself and the admins who over see our RT2 installation.
I must also say its an awesome program, its improved the efficiency of our 
tech support more than I can possibly describe.

That having been said, we have been seeing some problems with our RT2 
database over the last week or two that is cause for some concern.

Every so often, and it is intermittent but this problem occurs at least 
once ever couple days, the MySQL thread for the RT2 database will spike up 
to 85-99% of the servers CPU power and just stay put there.  This causes 
all the sessions in Tracker to move very slowly naturally.

Is there anywhere to look for a way to pin down what is causing the 
problem, or some kind of tuning we can do on the database that might 
alleviate the problems we're having?

Here is the present configuration.

Dual P-III 800
768MB of Ram
RedHat Linux version 6.1
Running the 2.4.17 kernel
mysql version 3.23.39
RT version 2.0.13

There are also around 11000-12000 tickets in our database if that makes a 
difference.

If there is anything else I can provide that would help with information 
please let me know.  Also if this has come up before (I hadn't seen 
anything like it) and there is already messages covering this, let me know 
where in the archives to look.  I went through them and tried to find some 
answers but didn't see anything similar to what is happening.  But I could 
have missed them.

Thanks,

Joshua Mandelberger
Pegasus Web Technologies







From josh at pwebtech.com  Thu May  9 15:43:38 2002
From: josh at pwebtech.com (Joshua Mandelberger)
Date: Thu, 09 May 2002 15:43:38 -0400
Subject: [rt-users] RT2 and MySQL
Message-ID: <5.1.0.14.2.20020509154334.02c03290@mail.pwebtech.com>

Hi, I've been on the list for quite some time now but up until now have 
been lurking and reading.  Lots of great information, a good deal of which 
as been valuable to myself and the admins who over see our RT2 installation.
I must also say its an awesome program, its improved the efficiency of our 
tech support more than I can possibly describe.

That having been said, we have been seeing some problems with our RT2 
database over the last week or two that is cause for some concern.

Every so often, and it is intermittent but this problem occurs at least 
once ever couple days, the MySQL thread for the RT2 database will spike up 
to 85-99% of the servers CPU power and just stay put there.  This causes 
all the sessions in Tracker to move very slowly naturally.

Is there anywhere to look for a way to pin down what is causing the 
problem, or some kind of tuning we can do on the database that might 
alleviate the problems we're having?

Here is the present configuration.

Dual P-III 800
768MB of Ram
RedHat Linux version 6.1
Running the 2.4.17 kernel
mysql version 3.23.39
RT version 2.0.13

There are also around 11000-12000 tickets in our database if that makes a 
difference.

If there is anything else I can provide that would help with information 
please let me know.  Also if this has come up before (I hadn't seen 
anything like it) and there is already messages covering this, let me know 
where in the archives to look.  I went through them and tried to find some 
answers but didn't see anything similar to what is happening.  But I could 
have missed them.

Thanks,

Joshua Mandelberger
Pegasus Web Technologies






From lists at adammorton.com  Thu May  9 15:49:18 2002
From: lists at adammorton.com (Adam Morton)
Date: Thu, 9 May 2002 15:49:18 -0400
Subject: [rt-users] RT2 and MySQL
References: <5.1.0.14.2.20020509152112.02c80be8@mail.pwebtech.com>
Message-ID: <019101c1f792$ad7a3dc0$c80c3e12@adamlaptop>

What does 'show processlist' in mySQL look like when this is happening?

When you say 'just stay put there', do you mean forever, and you have to
restart mySQL or the server, or what?  Or does it stop by itself at some
point?

----- Original Message -----
From: "Joshua Mandelberger" <josh at pwebtech.com>
To: <rt-users at fsck.com>
Sent: Thursday, May 09, 2002 3:36 PM
Subject: [rt-users] RT2 and MySQL


> Hi, I've been on the list for quite some time now but up until now have
> been lurking and reading.  Lots of great information, a good deal of which
> as been valuable to myself and the admins who over see our RT2
installation.
> I must also say its an awesome program, its improved the efficiency of our
> tech support more than I can possibly describe.
>
> That having been said, we have been seeing some problems with our RT2
> database over the last week or two that is cause for some concern.
>
> Every so often, and it is intermittent but this problem occurs at least
> once ever couple days, the MySQL thread for the RT2 database will spike up
> to 85-99% of the servers CPU power and just stay put there.  This causes
> all the sessions in Tracker to move very slowly naturally.
>
> Is there anywhere to look for a way to pin down what is causing the
> problem, or some kind of tuning we can do on the database that might
> alleviate the problems we're having?
>
> Here is the present configuration.
>
> Dual P-III 800
> 768MB of Ram
> RedHat Linux version 6.1
> Running the 2.4.17 kernel
> mysql version 3.23.39
> RT version 2.0.13
>
> There are also around 11000-12000 tickets in our database if that makes a
> difference.
>
> If there is anything else I can provide that would help with information
> please let me know.  Also if this has come up before (I hadn't seen
> anything like it) and there is already messages covering this, let me know
> where in the archives to look.  I went through them and tried to find some
> answers but didn't see anything similar to what is happening.  But I could
> have missed them.
>
> Thanks,
>
> Joshua Mandelberger
> Pegasus Web Technologies
>
>
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>




From pdh at snapgear.com  Thu May  9 18:28:51 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 10 May 2002 08:28:51 +1000
Subject: [rt-users] Prevent requestor from receiving emails
In-Reply-To: <1020938830.3284.18.camel@xeon.office.eurotux.com>
References: <1020938830.3284.18.camel@xeon.office.eurotux.com>
Message-ID: <20020509222851.GI360@luggage>

Nuno Miguel Pais Fernandes wrote:
> When User1 creates a ticket he will receive a mail because he is a
> watcher and because he is the requestor.

Sounds like he's sending tickets from a different address than
his watcher address? RT should never mail the person making the
transaction (except for the AutoreplyToRequestors scripaction).




From merchant+rt at oceanwave.com  Thu May  9 20:52:30 2002
From: merchant+rt at oceanwave.com (merchant+rt at oceanwave.com)
Date: Thu, 9 May 2002 20:52:30 -0400
Subject: [rt-users] user creation/display oddity
Message-ID: <15579.6606.800325.332863@sekrit.office.oceanwave.com>

I've just set up a fresh install of RT 2.0.13 with a mysql backend.  I'm using
Mozilla 1.0RC1 as the client.  OS is FreeBSD 4.5-STABLE.  I've successfully
created two users and can see them if I look at the mysql database directly.
Here's one of them (info changed, obviously):

|  7 | user | password-deleted | NULL | NULL | user at oceanwave.com | NULL
| Oceanwave Consulting, Inc. | 1 | User's Name | NULL | NULL | NULL
| NULL | NULL | NULL | NULL | NULL | user | NULL | NULL | NULL | NULL
| 21 Old Town Rd. | NULL | Beverly | MA | 01915 | USA | 3 |
2002-05-10 00:25:28 | 3 | 2002-05-10 00:25:30 |	  0 |


When I try to add users to groups or search for users or assign tickets to
users, though, the list of users (with matching criteria) are never shown.
The search doesn't come back without any matches, since that results in the
text: "No users matching search criteria found."  Instead I get no error
message and no displayed users.

Oddly, the users can log in and take tickets just fine.  The only user that
anything can be given to, though, is Nobody:

| 2 | Nobody | *NO-PASSWORD* | Do not delete or modify this user. It is
integral to RT's internal data structures | NULL | NULL | NULL | NULL |
2 | Nobody in  particular | NULL | NULL | NULL | NULL | NULL | NULL | NULL
| NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL | NULL
| NULL | 1 | 2002-05-09 22:42:47 | 1 | 2002-05-09 22:42:47 | 0 |

Anyone have any clues why?




From stephen.gower at wolfson.oxford.ac.uk  Fri May 10 03:50:52 2002
From: stephen.gower at wolfson.oxford.ac.uk (Stephen Gower)
Date: Fri, 10 May 2002 08:50:52 +0100
Subject: [rt-users] Comment from user with rights
In-Reply-To: <20020509165345.GC4164@digitalkingdom.org>; from rlpowell@digitalkingdom.org on Thu, May 09, 2002 at 09:53:45AM -0700
References: <20020509160649.B9035@calculus.wolf.ox.ac.uk> <20020509165345.GC4164@digitalkingdom.org>
Message-ID: <20020510085052.D15275@calculus.wolf.ox.ac.uk>

On Thu, May 09, 2002 at 09:53:45AM -0700, Robin Lee Powell wrote:
> On Thu, May 09, 2002 at 04:06:49PM +0100, Stephen Gower wrote:
> >    
> >   He does not have CommentOnTicket, and yet, using the web interface,
> >   he is able to (and often is) sending comments.
>
> My experience has been that while he can click on the comment button and
> send a comment, it is actually registered as a Reply and is visible
> accordingly.

  That's not what I am seeing here.



From hwagener at hamburg.fcb.com  Fri May 10 03:52:22 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Fri, 10 May 2002 09:52:22 +0200
Subject: [rt-users] Debian's mod_perl DSO
References: <87pu05co3u.fsf@CERT.Uni-Stuttgart.DE> <87r8klqojh.fsf@amanda.mallet-assembly.org>
Message-ID: <3CDB7C36.C388A111@hamburg.fcb.com>

Michael Alan Dorman wrote:
> 
> Florian Weimer <Weimer at CERT.Uni-Stuttgart.DE> writes:
> > Is mod_perl as a DSO on Apache still that unstable?  What about the
> > Debian version?
> 
> I have actually had fine experiences with the DSO under Debian,
> although, as a rule, I do run the statically compiled one.
> 
> Mike.

I did not experience any hard problems with RedHat's version as well, but it
might be due to low loads on that machine (only used by about 200 people,
about ten to 20 tickets a day).

Regards,
	Harald


-- 
Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com



From rehan at nha.co.za  Fri May 10 05:33:10 2002
From: rehan at nha.co.za (Rehan van der Merwe)
Date: Fri, 10 May 2002 11:33:10 +0200
Subject: [rt-users] Keyword comments: suggestion
Message-ID: <FD2EC577E876CA418D08460A64646FBD017321CC@titan.nha.co.za>

Jesse,

A suggestion for functionality:  I would be useful if there were comments associated to keywords.  Often users are not quite sure how/where to classify the ticket and a quick comment regarding the keyword would go long way to solve this.

Regards,

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




From Mark.Hodge at csf.co.uk  Fri May 10 05:57:44 2002
From: Mark.Hodge at csf.co.uk (Mark Hodge)
Date: Fri, 10 May 2002 10:57:44 +0100
Subject: [rt-users] RT Migration
Message-ID: <0262A6086BFBD411959500508B69C5EA6465FC@LONDON_EXCH>

I am migrating a RT environment onto a more powerful machine, and taking the
opportunity to upgrade the OS and RT version.  Is there an may of moving the
historical data, queues, users etc.  It is an mysql database on both
servers.

	Thanx

		Mark


Mark J Hodge
mark.hodge at csf.co.uk 
SP Program Manager 						Tel: +44
(0)870 7499292
CSF Solutions Ltd. 						Fax: +44
(0)870 7499290



This e-mail including any attachments is confidential and may be 
legally privileged. If you have received it in error please advise the
sender immediately by return email and then delete it from your 
system. 
All electronic communications with the Company may be monitored
in accordance with the UK Regulation of Investigatory Powers Act,
Lawful Business Practice Regulations, 2000. 
If you do not consent to such monitoring, you should contact 
the sender of the e-mail.
The unauthorised use, distribution, copying or alteration of this 
email is strictly forbidden. If you need assistance please contact 
Head Office on (+44)(0)870 749 9000 between 9:00 am and 5:30 pm GMT



From smylers at gbdirect.co.uk  Fri May 10 06:45:51 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Fri, 10 May 2002 11:45:51 +0100 (BST)
Subject: [rt-users] RT Migration
In-Reply-To: <0262A6086BFBD411959500508B69C5EA6465FC@LONDON_EXCH>
Message-ID: <Pine.LNX.4.44.0205101141360.10191-100000@tiger.gbdirect.co.uk>

Mark Hodge wrote:

> I am migrating a RT environment onto a more powerful machine, and
> taking the opportunity to upgrade the OS and RT version.  Is there an
> may of moving the historical data, queues, users etc.  It is an mysql
> database on both servers.

I haven't tried this, but I'd probably go for:

  1 Install and configure version 2.0.13 on new server.

  2 Remove (or rename) the (almost-empty) database.

  3 Copy your existing database to the new server.  Do appropriate
    amounts of 'MySQL' flushing to get it recognized.

  4 Run rt/etc/insertdata to upgrade the database from your previous
    version to 2.0.13.

I can't see why that wouldn't work -- so far as insertdata is concerned,
you are doing an upgrade.

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




From Weimer at CERT.Uni-Stuttgart.DE  Fri May 10 07:45:15 2002
From: Weimer at CERT.Uni-Stuttgart.DE (Florian Weimer)
Date: Fri, 10 May 2002 13:45:15 +0200
Subject: [rt-users] Debian's mod_perl DSO
In-Reply-To: <3CDB7C36.C388A111@hamburg.fcb.com> (Harald Wagener's message
 of "Fri, 10 May 2002 09:52:22 +0200")
References: <87pu05co3u.fsf@CERT.Uni-Stuttgart.DE>
	<87r8klqojh.fsf@amanda.mallet-assembly.org>
	<3CDB7C36.C388A111@hamburg.fcb.com>
Message-ID: <87r8kk8bw4.fsf@CERT.Uni-Stuttgart.DE>

Harald Wagener <hwagener at hamburg.fcb.com> writes:

> Michael Alan Dorman wrote:
>> 
>> Florian Weimer <Weimer at CERT.Uni-Stuttgart.DE> writes:
>> > Is mod_perl as a DSO on Apache still that unstable?  What about the
>> > Debian version?
>> 
>> I have actually had fine experiences with the DSO under Debian,
>> although, as a rule, I do run the statically compiled one.
>> 
>> Mike.
>
> I did not experience any hard problems with RedHat's version as well, but it
> might be due to low loads on that machine (only used by about 200 people,
> about ten to 20 tickets a day).

Thanks for sharing this information.  I think I'll give the mod_perl
DSO a try.  Fortunately, our own RT isn't high-traffic either, except
when we mass-create tickets with vulnerability scan reports. ;-)

-- 
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 alesh at opensource-technologies.com  Fri May 10 07:54:19 2002
From: alesh at opensource-technologies.com (alesh at opensource-technologies.com)
Date: Fri, 10 May 2002 13:54:19 +0200 (CEST)
Subject: [rt-users] RT Migration
In-Reply-To: <0262A6086BFBD411959500508B69C5EA6465FC@LONDON_EXCH>
Message-ID: <Pine.LNX.4.44.0205101350480.22201-100000@pleiades.domenca.com>

A simple dump and import of the data will do:

/usr/local/mysql/bin/mysqldump -c -t -uroot -p<password> rt2 >
rt2.sqldump
/usr/local/mysql/bin/mysqldump -d -uroot -p<password> rt2 >
rt2.sqlschema

Replace the above path to mysqldump according to your path.

Then do:
mysql -uroot -p < rt2.sqldump

After you have installed RT!

Regards,
Ales
--
Ales Mustar
direktor
Opensource-Technologies
Ales Mustar s.p.


On Fri, 10 May 2002, Mark Hodge wrote:

> Date: Fri, 10 May 2002 10:57:44 +0100
> From: Mark Hodge <Mark.Hodge at csf.co.uk>
> To: "'rt-users at lists.fsck.com'" <rt-users at lists.fsck.com>
> Subject: [rt-users] RT Migration
>
> I am migrating a RT environment onto a more powerful machine, and taking the
> opportunity to upgrade the OS and RT version.  Is there an may of moving the
> historical data, queues, users etc.  It is an mysql database on both
> servers.
>
> 	Thanx
>
> 		Mark
>
>
> Mark J Hodge
> mark.hodge at csf.co.uk
> SP Program Manager 						Tel: +44
> (0)870 7499292
> CSF Solutions Ltd. 						Fax: +44
> (0)870 7499290
>
>
>
> This e-mail including any attachments is confidential and may be
> legally privileged. If you have received it in error please advise the
> sender immediately by return email and then delete it from your
> system.
> All electronic communications with the Company may be monitored
> in accordance with the UK Regulation of Investigatory Powers Act,
> Lawful Business Practice Regulations, 2000.
> If you do not consent to such monitoring, you should contact
> the sender of the e-mail.
> The unauthorised use, distribution, copying or alteration of this
> email is strictly forbidden. If you need assistance please contact
> Head Office on (+44)(0)870 749 9000 between 9:00 am and 5:30 pm GMT
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>




From stephen.gower at wolfson.oxford.ac.uk  Fri May 10 09:20:57 2002
From: stephen.gower at wolfson.oxford.ac.uk (Stephen Gower)
Date: Fri, 10 May 2002 14:20:57 +0100
Subject: [rt-users] RT Migration
In-Reply-To: <Pine.LNX.4.44.0205101350480.22201-100000@pleiades.domenca.com>; from alesh@opensource-technologies.com on Fri, May 10, 2002 at 01:54:19PM +0200
References: <0262A6086BFBD411959500508B69C5EA6465FC@LONDON_EXCH> <Pine.LNX.4.44.0205101350480.22201-100000@pleiades.domenca.com>
Message-ID: <20020510142057.F17242@calculus.wolf.ox.ac.uk>

On Fri, May 10, 2002 at 01:54:19PM +0200, alesh at opensource-technologies.com wrote:
> A simple dump and import of the data will do:
> 
> [snip]

  Make sure you run 
/path/to/rt/etc/insertdata <previous_rt_version>
  otherwise you'll miss some functionality -  I
  lost the NotifyOtherRecipients Scrip for a 
  couple of months that way
  
  s



From frederic.gobin at mindmatics.de  Fri May 10 09:26:03 2002
From: frederic.gobin at mindmatics.de (frederic.gobin at mindmatics.de)
Date: Fri, 10 May 2002 15:26:03 +0200 (CEST)
Subject: [rt-users] Apache configuration
Message-ID: <XFMail.020510152603.frederic.gobin@mindmatics.de>

Hi there,

we are currently running RT on several maschines, all with SuSE Linux 7.0. We
use the standard apache, adding only the lines in the httpd.conf that are
needed for RT.

Now for the great mistery :

   We tried to start the webserver (with rcapache start) and ... syntax error
...
   After several tries we can start the webserver without problems.

   Guess what has changed in the config file : Nothing

Can somebody explain this ?



From david at micro-prince.com  Fri May 10 10:19:20 2002
From: david at micro-prince.com (David Fletcher)
Date: Fri, 10 May 2002 10:19:20 -0400
Subject: [rt-users] Featureset question (evaluating upgrade need)
Message-ID: <005f01c1f82d$ad448450$0ac8a8c0@david>

Hi,
We're running RT 2.0.4 and would like to know what features have been added
since that release.  I have glanced at the ChangeLog, but that doesn't give
a very readable summary.  Any feedback would be appreciated.

Also, anything to look out for in upgrading 2.0.4 > 2.0.13 ?

Thanks,
David
__________________________________________

David Fletcher
Micro-Prince Computers
(904)721-0867
(904)721-1253 fax
http://www.micro-prince.com (business)
http://www.mahonri.org (personal)
__________________________________________




From hwagener at hamburg.fcb.com  Fri May 10 10:39:41 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Fri, 10 May 2002 16:39:41 +0200
Subject: [rt-users] Apache configuration
References: <XFMail.020510152603.frederic.gobin@mindmatics.de>
Message-ID: <3CDBDBAD.55E6D8D4@hamburg.fcb.com>

frederic.gobin at mindmatics.de wrote:
> 
> Hi there,
> 
> we are currently running RT on several maschines, all with SuSE Linux 7.0. We
> use the standard apache, adding only the lines in the httpd.conf that are
> needed for RT.
> 
> Now for the great mistery :
> 
>    We tried to start the webserver (with rcapache start) and ... syntax error
> ...
>    After several tries we can start the webserver without problems.
> 
>    Guess what has changed in the config file : Nothing
> 
> Can somebody explain this ?

Unfortunately, You did not provide us with enough data. Normally, more
information is found in the apache error log. Maybe You can post the changed
part of Your configuration, and any error messages You can find.

By the way: It would be best if You updated Your MySQL and apache
installations to more current versions SuSE 7.0 is a bit old nowadays.

Regards,
	Harald

-- 
Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com



From frederic.gobin at mindmatics.de  Fri May 10 10:46:39 2002
From: frederic.gobin at mindmatics.de (frederic.gobin at mindmatics.de)
Date: Fri, 10 May 2002 16:46:39 +0200
Subject: [rt-users] Apache configuration
Message-ID: <200205101446.g4AEkdM04432@falke.mindmatics.de>

Mysql was updated to the current version, apache not.
And there is nothing about the error in the error log ...

I can give another information :

   (I had to use "httpd -t" directly, because the apachectl-script is not there)
   "httpd -t" gives an error
"Invalid command 'PerlRequire', perhaps mis-spelled or defined by a module not included in the server configuration"

I think it is because SuSE uses some conditionals in their config file.
(Something like

   <IfDefine PERL>
   LoadModule perl_module /usr/lib/apache/libperl.so
   </IfDefine>
)

On Fri, 10 May 2002 16:39:41 +0200, Harald Wagener <hwagener at hamburg.fcb.com> wrote:
>
> frederic.gobin at mindmatics.de wrote:
>> 
>> Hi there,
>> 
>> we are currently running RT on several maschines, all with SuSE Linux 7.0. We
>> use the standard apache, adding only the lines in the httpd.conf that are
>> needed for RT.
>> 
>> Now for the great mistery :
>> 
>>    We tried to start the webserver (with rcapache start) and ... syntax error
>> ...
>>    After several tries we can start the webserver without problems.
>> 
>>    Guess what has changed in the config file : Nothing
>> 
>> Can somebody explain this ?
>
> Unfortunately, You did not provide us with enough data. Normally, more
> information is found in the apache error log. Maybe You can post the changed
> part of Your configuration, and any error messages You can find.
>
> By the way: It would be best if You updated Your MySQL and apache
> installations to more current versions SuSE 7.0 is a bit old nowadays.
>
> Regards,
> 	Harald
>
> -- 
> Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com
>




From darren at boston.com  Fri May 10 10:57:37 2002
From: darren at boston.com (darren chamberlain)
Date: Fri, 10 May 2002 10:57:37 -0400
Subject: [rt-users] Apache configuration
In-Reply-To: <200205101446.g4AEkdM04432@falke.mindmatics.de>
References: <200205101446.g4AEkdM04432@falke.mindmatics.de>
Message-ID: <20020510145737.GF13586@boston.com>

* frederic.gobin at mindmatics.de [2002-05-10 10:53]:
> I think it is because SuSE uses some conditionals in their config
> file.  (Something like
> 
>    <IfDefine PERL>
>    LoadModule perl_module /usr/lib/apache/libperl.so
>    </IfDefine>
> )

If this is the case, and you have libperl.so, start apache with -DPERL
to define it (so that the IfDefine PERL is true).

(darren)

-- 
What is truth, on the experiential level, but truthfulness?
    -- Raimundo Panikkar, "The Silence Of God"



From hwagener at hamburg.fcb.com  Fri May 10 11:07:58 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Fri, 10 May 2002 17:07:58 +0200
Subject: [rt-users] Apache configuration
References: <200205101446.g4AEkdM04432@falke.mindmatics.de>
Message-ID: <3CDBE24E.46118F56@hamburg.fcb.com>

frederic.gobin at mindmatics.de wrote:
> 
> Mysql was updated to the current version, apache not.
> And there is nothing about the error in the error log ...
> 
> I can give another information :
> 
>    (I had to use "httpd -t" directly, because the apachectl-script is not there)
>    "httpd -t" gives an error
> "Invalid command 'PerlRequire', perhaps mis-spelled or defined by a module not included in the server configuration"
> 
> I think it is because SuSE uses some conditionals in their config file.
> (Something like
> 
>    <IfDefine PERL>
>    LoadModule perl_module /usr/lib/apache/libperl.so
>    </IfDefine>
> )
> 

IIRC, the SuSE 7.0 configuration for mod_perl is faulty. I don't remember
anymore what it was or how to fix it, but at that time it was fairly difficult
to understand the chain of includes and defines in SuSE's setup. We switched
to another distribution shortly afterwards (for reasons completely unrelated).

And, returning to RT from this topic, it's always better to compile apache
with mod_perl built in to avoid these errors.

Regards,
	Harald

-- 
Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com



From mac at uncommongoods.com  Fri May 10 11:06:43 2002
From: mac at uncommongoods.com (Casey McCarthy)
Date: Fri, 10 May 2002 11:06:43 -0400
Subject: [rt-users] Incorrect Return-Path in Outgoing Email
Message-ID: <5.1.0.14.0.20020510110454.01f12d60@monk>

Hi all, first of all I would like to say that RT is a great product, we 
just upgraded from 1.0 to 2.0 and it works wonderfully. Thanks to all those 
that worked on it.

I have only one problem remaining. All of our e-mails go through a server 
named monk.int.uncommongoods.com and get forwarded to 
sandman.int.uncommongoods.com (the server that RT runs on). Both use Qmail 
as the MTA. The problem is that the email is sent out with a return-path of 
"sandman.int.uncommongoods.com" instead of "queuename at uncommongoods.com" 
where queuename is the actual queuename. This causes a lot of emails sent 
out to bounce, since other MTAs won't except messages with return-paths 
from the non-public domain (sandman.int.uncommongoods.com). How do i change 
that to a public domain (uncommongoods.com). Below is the bounced message 
(I xxx'd out the actual e-mail address).
Thanks so much in advance to whoever can help me!

Hi. This is the qmail-send program at sandman.int.uncommongoods.com.
I'm afraid I wasn't able to deliver your message to the following addresses.
This is a permanent error; I've given up. Sorry it didn't work out.
<xxx at xxx.com>:
Connected to 212.114.202.114 but sender was rejected.
Remote host said: 501 5.1.8 <root at sandman.int.uncommongoods.com>... Domain 
of sender address root at sandman.int.uncommongoods.com does not exist

--- Below this line is a copy of the message.

Return-Path: <root at sandman.int.uncommongoods.com>
Received: (qmail 12008 invoked by uid 99); 9 May 2002 15:36:47 -0000
Date: 9 May 2002 15:36:47 -0000
X-RT-Loop-Prevention: UCG
Message-Id: <rt-66241-144565.1.13590912109437 at UCG>
Subject: [UCG #66241] Re: shipping
In-Reply-To: <rt-66241 at UCG>
Managed-BY: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/)
From: "Trevor via RT" <help at uncommongoods.com>
RT-Ticket: UCG #66241
X-Mailer: Perl5 Mail::Internet v1.33
Reply-To: help at uncommongoods.com
Precedence: bulk
RT-Originator: trevor at uncommongoods.com
To: xxx at xxx.com
Sender: Nobody <Nobody at sandman.int.uncommongoods.com>





From rlpowell at digitalkingdom.org  Fri May 10 12:44:05 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Fri, 10 May 2002 09:44:05 -0700
Subject: [rt-users] Comment from user with rights
In-Reply-To: <20020510085052.D15275@calculus.wolf.ox.ac.uk>
References: <20020509160649.B9035@calculus.wolf.ox.ac.uk> <20020509165345.GC4164@digitalkingdom.org> <20020510085052.D15275@calculus.wolf.ox.ac.uk>
Message-ID: <20020510164405.GS4164@digitalkingdom.org>

On Fri, May 10, 2002 at 08:50:52AM +0100, Stephen Gower wrote:
> On Thu, May 09, 2002 at 09:53:45AM -0700, Robin Lee Powell wrote:
> > On Thu, May 09, 2002 at 04:06:49PM +0100, Stephen Gower wrote:
> > >    
> > >   He does not have CommentOnTicket, and yet, using the web interface,
> > >   he is able to (and often is) sending comments.
> >
> > My experience has been that while he can click on the comment button and
> > send a comment, it is actually registered as a Reply and is visible
> > accordingly.
> 
>   That's not what I am seeing here.

Can normal users, including the one who entered it, see the comments?
If not, I have no idea and can't help.

-Robin

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



From mgrubb at fifthvision.net  Fri May 10 15:21:44 2002
From: mgrubb at fifthvision.net (Michael Grubb)
Date: Fri, 10 May 2002 14:21:44 -0500
Subject: [rt-users] Keyword Search Problems
Message-ID: <200205101421.44528.mgrubb@fifthvision.net>

I'm having an issue with speed on keyword searches.
I can use a query like the following:

SELECT t.* FROM (tickets t LEFT JOIN objectkeywords k ON t.id=k.objectid)
WHERE 
k.keyword=10 AND k.keywordselect=3 AND k.objecttype='Ticket' AND t.queue=7;

(I'm assuming this is the query used by the search (or something similar)
This query runs in 2-3 seconds using psql, but the search using the webui 
takes at least a minute if not more, then combine that with the time it takes 
to move to the next page of results, and it gets very frustrating for the 
users.  They say that a search on subject content takes less time.
I was wondering if anyone else had noticed this or know how to fix it.

I'm running rt 2.0.13 and PostgreSQL 7.2.1, and Perl 5.6.1
on a box using RedHat 7.2 with 1Gb of RAM and 1.6 Ghz athlon.

Any help is greatly appreciated.

-Michael



From seph at commerceflow.com  Fri May 10 18:55:27 2002
From: seph at commerceflow.com (seph)
Date: 10 May 2002 15:55:27 -0700
Subject: [rt-users] eMail problems
In-Reply-To: Frederic Gobin's message of "Fri, 03 May 2002 16:43:10 +0200"
References: <3CD28CE0.1050805@mindmatics.de> <3CD2A1FE.5090900@mindmatics.de>
Message-ID: <6yr8kjk3z4.fsf@seph.commerceflow.com>

> I found out that the problem lies in the eMail-header
> The "From:"-field contains the correct value, but the "Sender:"-field 
> contains "Daemon user for Apache <wwwrun at ...>"
>
> Where does the "Sender:"-field come from ?
> It seems to me that it contains a wrong value, so it is possible to 
> change this ?

This is answered by RT/FM. You can either search for sender, or just
go to http://fsck.com/rtfm/article.html?id=105

seph



From gregw-rt-users at greg.cex.ca  Sat May 11 01:37:04 2002
From: gregw-rt-users at greg.cex.ca (Greg White)
Date: Fri, 10 May 2002 22:37:04 -0700
Subject: [rt-users] Incorrect Return-Path in Outgoing Email
In-Reply-To: <5.1.0.14.0.20020510110454.01f12d60@monk>; from mac@uncommongoods.com on Fri, May 10, 2002 at 11:06:43AM -0400
References: <5.1.0.14.0.20020510110454.01f12d60@monk>
Message-ID: <20020510223704.B50304@greg.cex.ca>

On Fri May 05/10/02, 2002 at 11:06:43AM -0400, Casey McCarthy wrote:
> Hi all, first of all I would like to say that RT is a great product, we 
> just upgraded from 1.0 to 2.0 and it works wonderfully. Thanks to all those 
> that worked on it.
> 
> I have only one problem remaining. All of our e-mails go through a server 
> named monk.int.uncommongoods.com and get forwarded to 
> sandman.int.uncommongoods.com (the server that RT runs on). Both use Qmail 
> as the MTA. The problem is that the email is sent out with a return-path of 
> "sandman.int.uncommongoods.com" instead of "queuename at uncommongoods.com" 
> where queuename is the actual queuename. This causes a lot of emails sent 
> out to bounce, since other MTAs won't except messages with return-paths 
> from the non-public domain (sandman.int.uncommongoods.com). How do i change 
> that to a public domain (uncommongoods.com). Below is the bounced message 
> (I xxx'd out the actual e-mail address).
> Thanks so much in advance to whoever can help me!
> 
> Hi. This is the qmail-send program at sandman.int.uncommongoods.com.
> I'm afraid I wasn't able to deliver your message to the following addresses.
> This is a permanent error; I've given up. Sorry it didn't work out.
> <xxx at xxx.com>:
> Connected to 212.114.202.114 but sender was rejected.
> Remote host said: 501 5.1.8 <root at sandman.int.uncommongoods.com>... Domain 
> of sender address root at sandman.int.uncommongoods.com does not exist

This is very much a qmail question, rather than an RT question, but
since I know qmail much better than I know RT internals, I'm happy to
try to help. ;)

Solution 1. Hax0r RT's config file to use '-f'. Untested as shown below,
but should function. 

$MailCommand = 'sendmailpipe';
$SendmailArguments="-f'thisaddress at thishost.example.com' -oi";
$SendmailPath = "/var/qmail/bin/sendmail";

Watch out for Perl re-interpreting the '@' -- you may need to escape it. 

Solution 2. Hax0r qmail so that outbound mail defaults to the host you
want. In most qmail installations, this simply requires a lie in
/var/qmail/control/me -- i.e., echo "thisisthevalidhost.example.com" >
/var/qmail/control/me". You could also do some serious trickery with the
qmail environment variables, but if you only use this host for RT, the
'me' hack is probably the cleanest.  

My opinion of mail hosts that reject email based on the resolvability of
the domain in MAIL FROM: is best left for another day. :)

-- 
Greg White



From rainer at ultra-secure.de  Sun May 12 11:50:22 2002
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Sun, 12 May 2002 15:50:22 +0000
Subject: [rt-users] Problem with RT and FreeBSD 4.5-STABLE
Message-ID: <20020512155022.6384.qmail@bsd.ultra-secure.de>

Hi, 

I've got some questions regarding the installation of RT on FreeBSD. 

I use a FreeBSD 4.5-STABLE and wanted to use the ports-system to install
the various perl-modules (and not to completely mess-up my system).
Do I absolutely have to have the same version numbers of the required 
perl-modules ? 

Upon running the test-script, I get: 

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 ....CGI::Cookie 1.20  not installed.
Checking for Apache::Cookie...found
Checking for Apache::Session 1.53 ...found
Checking for Date::Parse...found
Checking for Date::Format...found
Checking for MIME::Entity 5.108 ...found
Checking for Mail::Mailer 1.20 ...found
Checking for Getopt::Long 2.24 ....Getopt::Long 2.24  not installed.
Checking for Tie::IxHash...found
Checking for Text::Wrapper...found
Checking for Text::Template...found
Checking for File::Spec 0.8 ....File::Spec 0.8  not installed.
Checking for Errno...found
Checking for FreezeThaw...found
Checking for File::Temp....File::Temp not installed.
Checking for Log::Dispatch 1.6 ...found
Checking for DBD::mysql 2.0416 ...found 

I have installed the versions of these modules that were in the 
ports-collection. Some are a bit older, but e.g. Getopt::Long is already in 
the base-system (allthough a bit older version). 

No, rt installs (not without complaining about not finding certain modules), 
but when I try to change the rt-root password, I get: 

"config" is not defined in %Getopt::Long::EXPORT_TAGS at 
/usr/libdata/perl/5.00503/Exporter.pm line 67
       Exporter::export('Getopt::Long', 'main', ':config', 'pass_through') 
called at /usr/libdata/perl/5.00503/Exporter.pm line 182
       Exporter::import('Getopt::Long', ':config', 'pass_through') called at 
/usr/local/rt2/bin/rtadmin line 8
       main::BEGIN() called at /usr/libdata/perl/5.00503/Getopt/Long.pm line 
8
       eval {...} called at /usr/libdata/perl/5.00503/Getopt/Long.pm line 8
"pass_through" is not exported by the Getopt::Long module at 
/usr/local/rt2/bin/rtadmin line 8
Can't continue after import errors at /usr/local/rt2/bin/rtadmin line 8
BEGIN failed--compilation aborted at /usr/local/rt2/bin/rtadmin line 8. 

So, I assume it wants some new functionality - or what is this ? 

What's to do ? 


cheers,
Rainer
-- 
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Rainer Duffner                   Munich
rainer at ultra-secure.de          Germany
http://www.i-duffner.de        Freising
========================================
    When shall we three meet again
  In thunder, lightning, or in rain?
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~



From justin at internode.com.au  Sun May 12 23:24:34 2002
From: justin at internode.com.au (Justin Hawkins)
Date: Mon, 13 May 2002 12:54:34 +0930 (CST)
Subject: [rt-users] Problem with RT and FreeBSD 4.5-STABLE
In-Reply-To: <20020512155022.6384.qmail@bsd.ultra-secure.de>
Message-ID: <20020513124356.J27858-100000@weasel.internode.com.au>

On Sun, 12 May 2002, Rainer Duffner wrote:

> Hi,
>
> I've got some questions regarding the installation of RT on FreeBSD.
>
> I use a FreeBSD 4.5-STABLE and wanted to use the ports-system to install
> the various perl-modules (and not to completely mess-up my system).
> Do I absolutely have to have the same version numbers of the required
> perl-modules ?

I didn't have much choice but to manually install some modules. Even
worse, I had to manually (read copy) install the CGI.pm files because the
Makefile.pl wouldn't work.

On the upside, I wouldn't worry too much about having to use cpan to
install modules rather than the FreeBSD ports. The end result is the same,
the only thing you don't get is a pkg entry saying it's installed. But
there is never going to be a port for every module you need anyway.

	- Justin

-- 
Justin Hawkins
Internode Professional Access




From rainer at ultra-secure.de  Mon May 13 03:41:11 2002
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Mon, 13 May 2002 07:41:11 +0000
Subject: [rt-users] Re: Problem with RT and FreeBSD 4.5-STABLE
In-Reply-To: <20020513124356.J27858-100000@weasel.internode.com.au> 
References: <20020513124356.J27858-100000@weasel.internode.com.au>
Message-ID: <20020513074111.42773.qmail@bsd.ultra-secure.de>

Justin Hawkins writes: 

> I didn't have much choice but to manually install some modules. Even
> worse, I had to manually (read copy) install the CGI.pm files because the
> Makefile.pl wouldn't work.

If I install a newer Getopt::Long via CPAN - where does it get installed ?
If it is in /usr/local, does RT pick it up in favour to the one in /usr ? 


> On the upside, I wouldn't worry too much about having to use cpan to
> install modules rather than the FreeBSD ports. The end result is the 
> same, the only thing you don't get is a pkg entry saying it's installed. 
> But there is never going to be a port for every module you need anyway.

True, but at least for RT, they are all there.
Theoretically. 

 

cheers,
Rainer
-- 
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Rainer Duffner                   Munich
rainer at ultra-secure.de          Germany
http://www.i-duffner.de        Freising
========================================
    When shall we three meet again
  In thunder, lightning, or in rain?
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ 



From B.Toonk at zx.nl  Mon May 13 05:13:02 2002
From: B.Toonk at zx.nl (Bas Toonk)
Date: Mon, 13 May 2002 11:13:02 +0200
Subject: [rt-users] To many users slowing down the update.html page
Message-ID: <NNEHINDPEAPEGDDOOHKAIEALCDAA.B.Toonk@zx.nl>

Hi all,

I'am using rt 2.0.12.
When i reply or comment on a ticket you go the the update.html page.
On this page there is an pull down menu for owners.
This pull down menu is slowing down the page.

I think i need an index on the table users with Privileged users ?
Somebody know's what sql (postgresql) statement i can use best ?

Or has somebody has a better idea to speed this page up ?

Regards,

Bas Toonk
Medewerker beheer

ZXFactory - Solutions for streaming media, unified messaging and internet
services.

ZXFactory BV
Telefoonweg 44b
6712 GD Ede
The Netherlands
T +31 318 693 111
F +31 318 693 042
E B.Toonk at zx.nl
I www.zx.nl




From bruce_campbell at ripe.net  Mon May 13 05:48:25 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 13 May 2002 11:48:25 +0200 (CEST)
Subject: [rt-users] Changing the default login screen for a particular
 user
In-Reply-To: <02May9.231046est.115222@gateway.al.com.au>
Message-ID: <Pine.LNX.4.44.0205131135180.32617-100000@x22.ripe.net>

On Thu, 9 May 2002, Dane Rapaport wrote:

> The idea of this user is just to be generic so that they can see the
> status of requests and the number of requests in this queue.
>
> Any ideas about how I can make the Search-Queue screen the default for
> that particular login?

*Caution* - the following is a quick hack against my working RT
2.0.it-was-9-and-it-needs-a-fresh-install-by-now copy ;)

There are two ways that you can do this.  Both require changing the
WebRT/html/index.html file.  Of course, if they're following a direct link
into the RT system, this hack won't fire (which is the expected
behaviour).

Firstly, you can hard-code for a particular username (eg, 'guest').  Or,
you can hard-code for a particular type of user, in this case a user who
does not have the 'ModifyTicket' right.  We'll use the second method,
mainly because we also get the Queue identifier ;)

In the above-mentioned file, add the following lines in place of the
existing include of Elements/Header .

	% # Check to see whether this user only has SeeQueue enabled.
	% # Actually, check whether this user can ModifyTickets, and do something
	% # if they can't.
	% # Get a listing of Queues that this user can 'see'.
	% my $queues = new RT::Queues($session{'CurrentUser'});
	% $queues->UnLimit();
	% my $only_seeq = 1;
	% my $first_name = undef;
        % # Iterate through the list (probably only one)
	% while( my $this_queue = $queues->Next() ){
	%       # Set the flag if we can modify this queue
	%       $only_seeq = 0 if( $this_queue->CurrentUserHasRight('ModifyTicket') );
	%       # Grab the id of the first Queue we see.
	%       $first_name = $this_queue->Id unless( $this_queue->CurrentUserHasRight('ModifyTicket') || defined( $first_name ) );
	% }
	% if( $only_seeq > 0 && defined( $first_name ) ){
	%   # We cannot modify any tickets in the Queues we can see.
	%   # Refresh to the Search screen.
	%   # Note that Elements/Header will not accept a '0' second refresh.
	%   my $long_str = "1; Search/Listing.html?ValueOfStatus=open&ValueOfStatus=new&StatusOp=%3D&QueueOp=%3D&ValueOfQueue=" . $first_name . "&RowsPerPage=50&NewSearch=1";
	    <& /Elements/Header, Title=>"Refresh", Refresh => "$long_str" &>
	% }else{
            % # This is the original line.
	    <& /Elements/Header, Title=>"Start page", Refresh => $session{'home_refresh_interval'} &>
	% }

The effect of this is a 1 second refresh to the Listing page, when the
'Home' link is selected, or on entry to the RT system.  If this isn't
liked, a 0 second refresh can be obtained by editing Elements/Header.

Regards,

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




From khera at kcilink.com  Mon May 13 10:26:11 2002
From: khera at kcilink.com (Vivek Khera)
Date: Mon, 13 May 2002 10:26:11 -0400
Subject: [rt-users] Re: Problem with RT and FreeBSD 4.5-STABLE
In-Reply-To: <20020513074111.42773.qmail@bsd.ultra-secure.de>
References: <20020513124356.J27858-100000@weasel.internode.com.au>
	<20020513074111.42773.qmail@bsd.ultra-secure.de>
Message-ID: <15583.52483.533908.325482@onceler.kciLink.com>

>>>>> "RD" == Rainer Duffner <rainer at ultra-secure.de> writes:
RD> If I install a newer Getopt::Long via CPAN - where does it get installed ?
RD> If it is in /usr/local, does RT pick it up in favour to the one in /usr ? 


One of the options in CPAN (recent versions -- upgrade CPAN first) is
to pass the UNINST=1 flag to the install phase.  That will remove the
older Getopt::Long modules in the @INC path perl uses to find modules.

Anyhow, if you type "perl -V" it will show you the search path it uses
to find modules.  The first one found is the one used, so if
/usr/local is before /usr, you're good to go.

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



From MarkF at ciphergen.com  Mon May 13 13:20:49 2002
From: MarkF at ciphergen.com (Mark F)
Date: Mon, 13 May 2002 10:20:49 -0700
Subject: [rt-users] Help with Table Diagram and Fields
Message-ID: <A033C4B4B90ABC4B92D2A73ED3115651222E8D@EXCHANGER.ciphergen.com>

I am working on a Crystal Report to report weekly status on the system we
implemented.  I have a couple of items I could use help with.

Is there a table diagram available?  (This will probably be the most help in
creating reports.  I imagine that the weekly report is just the beginning.)

In the tickets table their is a resolution field.  I cannot find the field
on any of the pages for tickets.  The field appears to be blank on our
implementation, and looks like it would hold a resolution comment.  Is there
any way to verify that the field was intended for a resolution comment and
if it is how do I add the field to the ticket page?

Also in the ticket table their is an owner field.  But this field is
numeric.  What table/field translates the owners number to their name?

Thanks,

Mark

PS I will provide you with any reports I create so you can add them to the
product.




From sebastian at flothow.de  Mon May 13 14:25:02 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Mon, 13 May 2002 20:25:02 +0200
Subject: [rt-users] Forwarding to 3rd party
Message-ID: <a05100306b905b4740eca@[217.185.77.14]>

We need to be able to forward transactions to 3rd parties. Searching 
the archive, I found a set of patches posted by Simon Cozens on 
2002-03-18 - will these patches work with RT 2.0.13?
Also, it seems that some people had trouble with the patches. Are 
there any issues to watch out for when applying them?

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



From merchant+rt at oceanwave.com  Mon May 13 21:23:12 2002
From: merchant+rt at oceanwave.com (merchant+rt at oceanwave.com)
Date: Mon, 13 May 2002 21:23:12 -0400
Subject: [rt-users] Bad TMPDIR
Message-ID: <15584.26368.534447.255208@sekrit.office.oceanwave.com>

After turning on logging, I found out that this is why none of my searches are
working within the GUI (but work just find when I do them by hand with mysql):


DBD::mysql::st execute failed: Can't create/write to file '/usr/home/user/tmp/#sqle341_2212_1.MYI' (Errcode: 13) at /usr/local/lib/perl5/site_perl/5.005/DBIx/SearchBuilder.pm line 139, <GEN0> chunk 51.
DBIx::SearchBuilder error:Can't create/write to file '/usr/home/user/tmp/#sqle341_2212_1.MYI' (Errcode: 13)
        Query String is SELECT DISTINCT main.* FROM Users main   WHERE
((main.Disabled = '0')) AND ((main.Name LIKE '%user%'))  ORDER BY main.Name ASC
DBD::mysql::st fetchrow_hashref failed: fetch() without execute() at /usr/local/lib/perl5/site_perl/5.005/DBIx/SearchBuilder.pm line 157, <GEN0> chunk 51.

/usr/home/user/tmp is the TMPDIR ENV setting of the person who built all of
the modules (via the FreeBSD ports collection) and installed RT on the web
server.

Apache itself was started by root, who has no TMPDIR environment variable.
Running the printenv script that comes with apache doesn't list a TMPDIR ENV
variable, either.

Where is RT getting it's TMPDIR setting from?  How can I force it NOT to use a
user's personal tmp directory?




From naoy at levillage.org  Tue May 14 16:39:13 2002
From: naoy at levillage.org (naoy at levillage.org)
Date: Tue, 14 May 2002 16:39:13 fr
Subject: [rt-users] a silly question
Message-ID: <3ce12191.6743.0@meloo.com>

hello world

I'm wondering if the rt1 script run on rt2 despite of the database's
diferences


here is a script to clean a mysql database, i test it , it seems to
work, if anyone is interested tell me yours feeling about it

thanks to all

---
Ce mel a ?t? envoy? avec Meloo http://www.meloo.com

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From frederic.gobin at mindmatics.de  Tue May 14 11:29:59 2002
From: frederic.gobin at mindmatics.de (frederic.gobin at mindmatics.de)
Date: Tue, 14 May 2002 17:29:59 +0200 (CEST)
Subject: [rt-users] eMail-Problems
Message-ID: <XFMail.020514172959.frederic.gobin@mindmatics.de>

We have installed RT 2.0.13 and we have an problem (sorry about this ...)

The maschine worked without problems (including eMails)

System is SuSE 7.0 with sendmail ...

Now each time somebody sends an eMail using the web-interface of RT, the eMail
seems to come from wwwrun at localhost :

 < Received: from [195.30.16.77] (helo=zoo.mindmatics.de)
 < by mx04.web.de with esmtp (WEB.DE(Exim) 4.53 #1)
 < id 177dqJ-0000pe-00
 < for frederic.gobin at web.de; Tue, 14 May 2002 17:03:59 +0200
=> Received: (from wwwrun at localhost)
 < by zoo.mindmatics.de (8.10.2/8.10.2/SuSE Linux 8.10.0-0.3) id g4EF3wd18639;
 < Tue, 14 May 2002 17:03:58 +0200
 < Date: Tue, 14 May 2002 17:03:58 +0200
 < Subject: [Mindmatics #13] Test
 < In-Reply-To: <rt-13 at Mindmatics>
 < Sender: "Frederic Gobin" <support at mindmatics.de>
 < RT-Originator: frederic.gobin at mindmatics.de
 < To: frederic.gobin at web.de
 < From: "Frederic Gobin" <support at mindmatics.de>
 < Managed-BY: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/)
 < RT-Ticket: Mindmatics #13
 < X-RT-Loop-Prevention: Mindmatics
 < Reply-To: support at mindmatics.de
 < Precedence: bulk
 < Message-Id: <rt-13-52.17.9450564179569 at Mindmatics>
 < X-Mailer: Perl5 Mail::Internet v1.44

Is there a possibility to prevent this ?

Thanks ...



From rlpowell at digitalkingdom.org  Tue May 14 12:46:22 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Tue, 14 May 2002 09:46:22 -0700
Subject: [rt-users] eMail-Problems
In-Reply-To: <XFMail.020514172959.frederic.gobin@mindmatics.de>
References: <XFMail.020514172959.frederic.gobin@mindmatics.de>
Message-ID: <20020514164622.GF5812@digitalkingdom.org>

On Tue, May 14, 2002 at 05:29:59PM +0200, frederic.gobin at mindmatics.de wrote:
> We have installed RT 2.0.13 and we have an problem (sorry about this ...)
> 
> The maschine worked without problems (including eMails)
> 
> System is SuSE 7.0 with sendmail ...
> 
> Now each time somebody sends an eMail using the web-interface of RT, the eMail
> seems to come from wwwrun at localhost :
> 
[snip]
> => Received: (from wwwrun at localhost)
>  < by zoo.mindmatics.de (8.10.2/8.10.2/SuSE Linux 8.10.0-0.3) id g4EF3wd18639;
>  < Tue, 14 May 2002 17:03:58 +0200
>  < From: "Frederic Gobin" <support at mindmatics.de>
[snip]
> 
> Is there a possibility to prevent this ?

No reasonable e-mail client[1] cares, or should care, about Recieved
headers.  Why do you *want* to prevent this?

-Robin
[1]: OutLook is the big exeception I'm aware of.

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



From deon_george at hotmail.com  Tue May 14 13:38:02 2002
From: deon_george at hotmail.com (Deon George)
Date: Wed, 15 May 2002 03:38:02 +1000
Subject: [rt-users] Controlling email submissions
Message-ID: <F200eaQ2hFzW4380Dcw00008ce6@hotmail.com>

Hi,

I've done a quick look through the archives and did not find this, so I 
thought I would email the list directly...

Is there a way I can enforce email ticket correspondence so that:
* All ticket correspondence (either new ticket creations or additional 
correspondence to existing tickets) can only have a subject line of say 5 
chars to max 60 characters (I have some users who right an essay on the 
subject line, and no body in the mail),
* All ticket correspondence must have content in the body of the email (say 
a minimum of 5 characters and no enforced maximum).

I would like to do one of two things when correspondence doesnt match the 
above:

* Send rejection message back, saying the ticket has not created or the 
correspondence has not been accepted becuase (and the reason),

* truncate the subject line, and repeat it in full in the body of the 
message, (probably less harmful to users) and accept it, generating the 
normal replies/actions, using the truncated subject line, etc.

Would these be easy to patch into RT? I'm currently on 2.0.8, but planning 
on going to 2.0.13 when I get the chance to update it.

Thanks...

_________________________________________________________________
Chat with friends online, try MSN Messenger: http://messenger.msn.com




From bruce_campbell at ripe.net  Tue May 14 16:49:02 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 14 May 2002 22:49:02 +0200 (CEST)
Subject: [rt-users] Controlling email submissions
In-Reply-To: <F200eaQ2hFzW4380Dcw00008ce6@hotmail.com>
Message-ID: <Pine.LNX.4.44.0205142200240.22480-100000@x22.ripe.net>

On Wed, 15 May 2002, Deon George wrote:

> Is there a way I can enforce email ticket correspondence so that:

Right there you've got an easy solution.  You can run RT through a
pre-filter (procmail), to catch:

> * All ticket correspondence (either new ticket creations or additional
> correspondence to existing tickets) can only have a subject line of say 5
> chars to max 60 characters (I have some users who right an essay on the
> subject line, and no body in the mail),

non-good subject lines.  For instance, checking that you can quote a valid
membership name before it hits the ticketing system.

( And whilst on the subject of poor problem descriptions,
  http://chroniclesofgeorge.nanc.com/ )

> * All ticket correspondence must have content in the body of the email (say
> a minimum of 5 characters and no enforced maximum).

Oooh, now this is harder with procmail.  But, you can do it, with avid
reference to the procmailsc man page:

	# Match (hopefully) a subject line between 5 and 60 characters,
	# not including leading space, but including space afterwards.
	:0
	* ! ^Subject:\s+\S.{4,59}
	! autoresponder-invalid-subject at example.com

	# Decrease the score to -2, then add 1 each time we encounter
	# a line with 5 or more characters in it, but not quoting
	# characters ('>').
	# Run mailgate if our score is over 2 (3 valid lines).
	:0 Bh
	* -2^0
	* 1^1 ^\s*[^>]+\s*\S.{4,}
	| rt-mailgate

	# Still here?
	:0
	! autoresponder-nocontent at example.com

Note that I've treated this mail as an intellectual exercise, and haven't
tested the above.

> I would like to do one of two things when correspondence doesnt match the
> above:
>
> * Send rejection message back, saying the ticket has not created or the
> correspondence has not been accepted becuase (and the reason),

See procmailex man page on how to create autoresponders.

> * truncate the subject line, and repeat it in full in the body of the
> message, (probably less harmful to users) and accept it, generating the
> normal replies/actions, using the truncated subject line, etc.

Hrm.. Tricky.  Truncating the subject is not hard, eg:

	ORIGSUBJECT=`formail -xSubject:`
	SUBJECT=`formail -xSubject: | cut -c 1-60`

	# Trim the subject to 60 chars if its over 60 chars
	# Original subject gets left in header as Old-Subject:
	:0 fhw
	* ^Subject:\s+\S.{60,}
	| formail -i"Subject: $SUBJECT"

But inserting it into the body of the message is somewhat harder... in
fact (after a few minutes of actually reading the procmail/formail man
pages), you'd be better writing a perl snippet to do this for you instead:

	# Filter through a one-line perl snippet to trim the subject
	# line if its over 60 chars (we don't bother running if its not
	# over 60 chars), and to insert the subject in the body of the
	# message.
	:0 fhw
	* ^Subject:\s+\S.{60,}
	| perl -e '$inhead=1;prebod=undef; while(<>){ chomp; if(m/^$/){
$inhead=0; if(defined($prebod)){ print "\n\nOriginal Subject (>60 chars):
$prebod \n";} } if($inhead && m/^Subject:\s+(\S.{0,59})(.*)$/ ){ print
"Subject:  $1\n"; $prebod=$1 . $2; }else{ print "$_\n"; } }'

	# Apply other checks, run rt-mailgate

> Would these be easy to patch into RT? I'm currently on 2.0.8, but planning
> on going to 2.0.13 when I get the chance to update it.

In the RT 2.0.x series, I'd say that you wouldn't want to do this
pre-acceptance activity in RT itself.  In RT 2.1+, where Jesse is looking
at Scrips that run before assiging a ticket number (and thus rejecting a
message then would make sense), doing it in RT would be a sinch.

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





From bruce_campbell at ripe.net  Tue May 14 17:01:47 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 14 May 2002 23:01:47 +0200 (CEST)
Subject: [rt-users] a silly question
In-Reply-To: <3ce12191.6743.0@meloo.com>
Message-ID: <Pine.LNX.4.44.0205142252340.22480-100000@x22.ripe.net>

On Tue, 14 May 2002 naoy at levillage.org wrote:

> I'm wondering if the rt1 script run on rt2 despite of the database's
> diferences

Generally, you should not take rt1 scripts and run them on rt2 without
serious examanation of any schema assumptions that the script is doing.
Bad mysterious things happen (the docs mention kneecaps for some reason).

> here is a script to clean a mysql database, i test it , it seems to
> work, if anyone is interested tell me yours feeling about it

The script quoted would appear to work on the RT 2.0.x series, except that
you're leaving ticket Watchers hanging.  (delete from Watchers where Type
= 'Requestor' AND Scope = 'Ticket' AND Value = TicketId)

Regards

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




From bruce_campbell at ripe.net  Tue May 14 17:41:51 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 14 May 2002 23:41:51 +0200 (CEST)
Subject: [rt-users] Bad TMPDIR
In-Reply-To: <15584.26368.534447.255208@sekrit.office.oceanwave.com>
Message-ID: <Pine.LNX.4.44.0205142309520.22480-100000@x22.ripe.net>

On Mon, 13 May 2002 merchant+rt at oceanwave.com wrote:

> After turning on logging, I found out that this is why none of my
> searches are working within the GUI (but work just find when I do them
> by hand with mysql):
>
> DBD::mysql::st execute failed: Can't create/write to file
> '/usr/home/user/tmp/#sqle341_2212_1.MYI' (Errcode: 13) at
> /usr/local/lib/perl5/site_perl/5.005/DBIx/SearchBuilder.pm line 139,
> <GEN0> chunk 51.

> Where is RT getting it's TMPDIR setting from?  How can I force it NOT to
> use a user's personal tmp directory?

Hrm.  Its not set by RT itself (which could be a problem in overriding
nastys from the environment). RT::Interface::Web uses File::Temp, which in
the documentation mentions using the TMPDIR variable.  It is possible that
when installing the modules, the contents of this variable was hardcoded
into some libraries that RT depends on.

Setting the TMPDIR and reinstalling File::Temp on my FreeBSD testbox
does not result in this behaviour, so I'd suggest you do:

	find /usr/local/lib/perl5 -type f -print | xargs grep -lE "user\/tmp"

and see which file has it defined.


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




From sdaffner at taos.com  Tue May 14 18:35:45 2002
From: sdaffner at taos.com (Samuel Dries-Daffner)
Date: Tue, 14 May 2002 15:35:45 -0700
Subject: [rt-users] does RT port to NT/win2k?
Message-ID: <DB88ACB9AF7BC54F9BE7CF3BDDF0685110609E@ESPRESSO.taos.com>

I have started the process of installing RT on a win2K box in the cygwin
environment. Are there MAJOR hacks required to get it running under win2k? 

I am pretty close to getting the web server properly compiled as well as the
mysql implementation, but have some sneaking suspicions that there may be
issues with getting the mail notification pieces together. I'm wondering
whether there will be any issues working with Exchange. 

One additional thing I am working on is a more friendly install process for
meeting all the perl mod reqs etc. Maybe its fantasy but I would like to be
able to dump a tarball into the cygwin env and run minimal commands to get
things up and running. Overall the goal is to get the RT tool installed and
usable by our NT admins so that we can establish a unified
documentation/ticket tracking effort running in either UNIX/mixed or pure-M$
environments.

Any info on the viability of this effort would be greatly appreciated.
Likewise in my efforts I find something unique or useful, I will be sure to
share it back to the group. 

TIA,

Samuel

Samuel D. Daffner, Sr. Technical Consultant 
TAOS, The Sys Admin Company
415.652.4187 cellular
415.253.2350 pager
415.591.4405 office
 






From jesse at bestpractical.com  Tue May 14 18:49:07 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 14 May 2002 18:49:07 -0400
Subject: [rt-users] does RT port to NT/win2k?
In-Reply-To: <DB88ACB9AF7BC54F9BE7CF3BDDF0685110609E@ESPRESSO.taos.com>; from sdaffner@taos.com on Tue, May 14, 2002 at 03:35:45PM -0700
References: <DB88ACB9AF7BC54F9BE7CF3BDDF0685110609E@ESPRESSO.taos.com>
Message-ID: <20020514184907.C17365@fsck.com>

Sam,
	You should probably bring this up on rt-devel. That's the "right"
place to discussserious hacking on RT. Work is ongoing
to make the next major release of RT work out of the box on NT. RT 2.1.9
will include a FastCGI handler which runs as a windows service and works
with IIS. 

On Tue, May 14, 2002 at 03:35:45PM -0700, Samuel Dries-Daffner wrote:
> 
> I have started the process of installing RT on a win2K box in the cygwin
> environment. Are there MAJOR hacks required to get it running under win2k? 
> 
> I am pretty close to getting the web server properly compiled as well as the
> mysql implementation, but have some sneaking suspicions that there may be
> issues with getting the mail notification pieces together. I'm wondering
> whether there will be any issues working with Exchange. 
> 
> One additional thing I am working on is a more friendly install process for
> meeting all the perl mod reqs etc. Maybe its fantasy but I would like to be
> able to dump a tarball into the cygwin env and run minimal commands to get
> things up and running. Overall the goal is to get the RT tool installed and
> usable by our NT admins so that we can establish a unified
> documentation/ticket tracking effort running in either UNIX/mixed or pure-M$
> environments.
> 
> Any info on the viability of this effort would be greatly appreciated.
> Likewise in my efforts I find something unique or useful, I will be sure to
> share it back to the group. 
> 
> TIA,
> 
> Samuel
> 
> Samuel D. Daffner, Sr. Technical Consultant 
> TAOS, The Sys Admin Company
> 415.652.4187 cellular
> 415.253.2350 pager
> 415.591.4405 office
>  
> 
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

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



From Helpserviceer at email.com  Tue May 14 09:47:36 2002
From: Helpserviceer at email.com (Helpserviceer at email.com)
Date: Mon, 13 May 2002 18:47:36 -1900
Subject: [rt-users] GET PAID             13610
Message-ID: <000015e03d24$000057d0$00002c1f@mx2.mail.yahoo.com>

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From jesse at bestpractical.com  Tue May 14 21:28:06 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 14 May 2002 21:28:06 -0400
Subject: [rt-users] GET PAID             13610
In-Reply-To: <000015e03d24$000057d0$00002c1f@mx2.mail.yahoo.com>; from Helpserviceer@email.com on Mon, May 13, 2002 at 06:47:36PM -1900
References: <000015e03d24$000057d0$00002c1f@mx2.mail.yahoo.com>
Message-ID: <20020514212806.F17365@fsck.com>

Terribly sorry about that. I successfully deflect about 30 pieces of spam
a day from RT users, please forgive this one. My finger slipped in mailman's
approval UI.

	-j

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



From arclight at jump.net  Tue May 14 21:37:51 2002
From: arclight at jump.net (Bob Apthorpe)
Date: Tue, 14 May 2002 20:37:51 -0500
Subject: [rt-users] GET PAID 13610
In-Reply-To: <000015e03d24$000057d0$00002c1f@mx2.mail.yahoo.com>
References: <000015e03d24$000057d0$00002c1f@mx2.mail.yahoo.com>
Message-ID: <02051420375101.01053@soyokaze>

Hmm. I wonder if the tard responsible for this debris[1] or the 
differently-competent mail admins who own the offending open relay[2] realize 
how many abuse desks use RT for spammer tracking and whacking?...

Marginally topical point #1: Any thoughts on using Mail::Audit in rt-mailgate?

Marginally topical point #2: I've had pretty good results using SpamAssassin 
and Vipul's Razor to tag and bag spam. It's not quite as efficient as 
dropping connections but it manages to catch a lot with few false positives. 
It might be a reasonable defense to publically-exposed RT aliases; tag spam, 
send it to a holding queue (or simply pitch mail flagged by Razor), and 
periodically muck that queue out into appropriate queues.

-- Bob

[1] Injection point is (adsl-64-175-108-209.dsl.lsan03.pacbell.net 
[64.175.108.209]) by my reading of the headers.

[2] Open relay at ntserver.conseal.com [206.21.112.226]), listed by 
relays.osirusoft.com

On Tuesday 14 May 2002 08:47, some idiot wrote:
> SPAM: -------------------- Start SpamAssassin results
> ---------------------- SPAM: This mail is probably spam.  The original
> message has been altered SPAM: so you can recognise or block similar
> unwanted mail in future. SPAM: See http://spamassassin.org/tag/ for more
> details.
> SPAM:
> SPAM: Content analysis details:   (16.4 hits, 5 required)
> SPAM: Hit! (3.4 points)  Faked To "Undisclosed-Recipients"
> SPAM: Hit! (2.7 points)  Subject contains lots of white space
> SPAM: Hit! (2.1 points)  Invalid Date: header (timezone does not exist)
> SPAM: Hit! (0.6 points)  From: does not include a real name
> SPAM: Hit! (-0.5 points) BODY: Contains 'Dear Somebody'
> SPAM: Hit! (0.4 points)  BODY: Information on how to work at home (1)
> SPAM: Hit! (-1.1 points) BODY: No experience needed!
> SPAM: Hit! (0.1 points)  BODY: Uses words and phrases which indicate porn
> (10) SPAM: Hit! (2.0 points)  BODY: Information on how to work at home (2)
> SPAM: Hit! (-1.0 points) BODY: Gives information about an opportunity SPAM:
> Hit! (-0.8 points) BODY: Doesn't ask any questions
> SPAM: Hit! (1.9 points)  BODY: Contains word 'guarantee' in all-caps
> SPAM: Hit! (3.4 points)  BODY: Talk about a check or money order
> SPAM: Hit! (0.5 points)  BODY: A WHOLE LINE OF YELLING DETECTED
> SPAM: Hit! (0.6 points)  BODY: 2 WHOLE LINES OF YELLING DETECTED
> SPAM: Hit! (-1.5 points) BODY: 3 WHOLE LINES OF YELLING DETECTED
> SPAM: Hit! (-0.4 points) BODY: Contains a line >=199 characters long
> SPAM: Hit! (0.0 points)  BODY: Contains an ASCII-formatted form
> SPAM: Hit! (2.0 points)  Received via a relay in relays.osirusoft.com
> SPAM:                    [RBL check: found
> 226.112.21.206.relays.osirusoft.com.] SPAM: Hit! (2.0 points)  Subject
> contains a unique ID number
> SPAM:
> SPAM: -------------------- End of SpamAssassin results
> ---------------------
>
> Dear Prospective Independent Worker:
>
[blah, blah, blah]
>
> my initial goal is process (  ) 100   (  ) 250  (  ) 500  (  )
> 1000+envelopes per week.
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From merchant+rt at oceanwave.com  Tue May 14 22:08:41 2002
From: merchant+rt at oceanwave.com (merchant+rt at oceanwave.com)
Date: Tue, 14 May 2002 22:08:41 -0400
Subject: [rt-users] Bad TMPDIR
In-Reply-To: <Pine.LNX.4.44.0205142309520.22480-100000@x22.ripe.net>
References: <15584.26368.534447.255208@sekrit.office.oceanwave.com>
	<Pine.LNX.4.44.0205142309520.22480-100000@x22.ripe.net>
Message-ID: <15585.49961.366763.807375@sekrit.office.oceanwave.com>

bruce_campbell> Hrm.  Its not set by RT itself (which could be a problem in
bruce_campbell> overriding nastys from the environment). RT::Interface::Web
bruce_campbell> uses File::Temp, which in the documentation mentions using the
bruce_campbell> TMPDIR variable.  It is possible that when installing the
bruce_campbell> modules, the contents of this variable was hardcoded into some
bruce_campbell> libraries that RT depends on.

Well, the fix for this problem (and another issue where the httpd.conf
settings for rt were messing up the timezone for other apps running on the web
server) was to have rt use fastcgi instead of using mod_perl.



From rt at netthink.co.uk  Wed May 15 02:57:39 2002
From: rt at netthink.co.uk (Simon Cozens)
Date: Wed, 15 May 2002 07:57:39 +0100
Subject: [rt-users] GET PAID 13610
In-Reply-To: <02051420375101.01053@soyokaze>
References: <000015e03d24$000057d0$00002c1f@mx2.mail.yahoo.com> <02051420375101.01053@soyokaze>
Message-ID: <20020515065739.GA28321@netthink.co.uk>

Bob Apthorpe:
> Marginally topical point #1: Any thoughts on using Mail::Audit in rt-mailgate?

I have some patches which allow user-defined hooks which can pre- (raw mail)
or post- (MIME::Entity object) process incoming email for mailgate.

However, they're wildly untested so I'm not happy about distributing them
yet.

-- 
This process can check if this value is zero, and if it is, it does
something child-like.
		-- Forbes Burkowski, CS 454, University of Washington



From frederic.gobin at mindmatics.de  Wed May 15 03:14:24 2002
From: frederic.gobin at mindmatics.de (frederic.gobin at mindmatics.de)
Date: Wed, 15 May 2002 09:14:24 +0200 (CEST)
Subject: [rt-users] eMail-Problems
In-Reply-To: <20020514164622.GF5812@digitalkingdom.org>
Message-ID: <XFMail.020515091424.frederic.gobin@mindmatics.de>

Sorry, I picked up the wrong eMail ...
But in the eMails from sent by RT, there is a field that says that it was sent
by wwwrun at localhost.

I don't think that this is a sendmail-config-problem, because sendmail works
right.

I have read something about using "sendmailpipe" in config.pm and I think that
this could be a solution, but befor trying it, I want to know more about this.
The docs told me nearly nothing about this ...

Where can I get more information about the meaning of the "sendmailpipe"-value ?

On 14-May-02 Robin Lee Powell wrote:
> On Tue, May 14, 2002 at 05:29:59PM +0200, frederic.gobin at mindmatics.de wrote:
>> We have installed RT 2.0.13 and we have an problem (sorry about this ...)
>> 
>> The maschine worked without problems (including eMails)
>> 
>> System is SuSE 7.0 with sendmail ...
>> 
>> Now each time somebody sends an eMail using the web-interface of RT, the
>> eMail
>> seems to come from wwwrun at localhost :
>> 
> [snip]
>> => Received: (from wwwrun at localhost)
>>  < by zoo.mindmatics.de (8.10.2/8.10.2/SuSE Linux 8.10.0-0.3) id
>>  g4EF3wd18639;
>>  < Tue, 14 May 2002 17:03:58 +0200
>>  < From: "Frederic Gobin" <support at mindmatics.de>
> [snip]
>> 
>> Is there a possibility to prevent this ?
> 
> No reasonable e-mail client[1] cares, or should care, about Recieved
> headers.  Why do you *want* to prevent this?
> 
> -Robin
> [1]: OutLook is the big exeception I'm aware of.
> 
> -- 
> http://www.digitalkingdom.org/~rlpowell/      BTW, I'm male, honest.
> le datni cu djica le nu zifre .iku'i .oi le so'e datni cu to'e te pilno
> je xlali -- RLP                               http://www.lojban.org/
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

----------------------------------
E-Mail: frederic.gobin at mindmatics.de
Date: 15-May-02
Time: 09:09:55

This message was sent by XFMail
----------------------------------



From ray.miller at computing-services.oxford.ac.uk  Wed May 15 03:29:38 2002
From: ray.miller at computing-services.oxford.ac.uk (Ray Miller)
Date: Wed, 15 May 2002 08:29:38 +0100
Subject: [rt-users] GET PAID 13610
In-Reply-To: <20020515065739.GA28321@netthink.co.uk>
Message-ID: <20020515082938.A25548@bench.oucs.ox.ac.uk>

On Wed, May 15, 2002 at 07:57:39AM +0100, Simon Cozens wrote:
> 
> I have some patches which allow user-defined hooks which can pre- (raw mail)
> or post- (MIME::Entity object) process incoming email for mailgate.
> 
> However, they're wildly untested so I'm not happy about distributing them
> yet.

I wish you'd told me that: we've just applied them to our production
system.

-- 
Ray Miller, Systems Programmer & Team Leader
Unix Systems Group, Oxford University Computing Services




From naoy at levillage.org  Wed May 15 10:28:04 2002
From: naoy at levillage.org (naoy at levillage.org)
Date: Wed, 15 May 2002 10:28:04 fr
Subject: [rt-users] Is there a way to have stats whith RT2
Message-ID: <3ce21c14.7480.0@meloo.com>

hello world

If I can't use rtstats for rt1 whith rt2,how can i do stats? 
i don't see an equivalent in the rt2 contribs
Is there something anywhere?

i'll work to improve my script clean DB thanks to Bruce
thanks in advance, have a nice day

---
Ce mel a ?t? envoy? avec Meloo http://www.meloo.com




From j.albert at gom.com  Wed May 15 06:21:16 2002
From: j.albert at gom.com (Joern Albert)
Date: Wed, 15 May 2002 12:21:16 +0200
Subject: [rt-users] Problem with default Template
Message-ID: <3CE2369C.3CB5FC29@gom.com>

If I submit the default Global Transaction Template again I get 
Results	
Content: That is already the current value 
Queue: The new value has been set.

and all my queues are gone... how can I get them back and what causes
exactly the bug?

thx

Joern Albert



From naoy at levillage.org  Wed May 15 11:23:06 2002
From: naoy at levillage.org (naoy at levillage.org)
Date: Wed, 15 May 2002 11:23:06 fr
Subject: [rt-users] CleanDBv2.0
Message-ID: <3ce228fa.15bb.0@meloo.com>

a better script to clean a mysql DB thanks to bruce this one is alsoo
remove the  requestor watch on deleted Tickets



---
Ce mel a ?t? envoy? avec Meloo http://www.meloo.com

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From jmottishaw at voyus.com  Wed May 15 12:15:01 2002
From: jmottishaw at voyus.com (Jeff Mottishaw)
Date: Wed, 15 May 2002 09:15:01 -0700
Subject: [rt-users] Is there a way to have stats whith RT2
Message-ID: <22A8D10172BFD41195B700D0B765C3F002C17011@vcsvanntex0>

if you search the archives there is a link somewhere hidden in there for
stats.. i searched my stats package, but there is no documentation attached
to it... which means i don't have the download link.. sorry.. maybe whoever
wrote it could put it somewhere in the contrib area.

-----Original Message-----
From: naoy at levillage.org [mailto:naoy at levillage.org]
Sent: Wednesday, May 15, 2002 3:28 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] Is there a way to have stats whith RT2


hello world

If I can't use rtstats for rt1 whith rt2,how can i do stats? 
i don't see an equivalent in the rt2 contribs
Is there something anywhere?

i'll work to improve my script clean DB thanks to Bruce
thanks in advance, have a nice day

---
Ce mel a ?t? envoy? avec Meloo http://www.meloo.com


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

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
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From subscriptions at graphon.com  Wed May 15 15:21:17 2002
From: subscriptions at graphon.com (Nate Amsden)
Date: Wed, 15 May 2002 12:21:17 -0700
Subject: [rt-users] rt 2.09 / 2.0.13 performance  (& SQL schema)
Message-ID: <3CE2B52D.C0A35518@graphon.com>

hi

i remember reading a while back(many moons ago ..) there was a newer ver
of RT that had an updated sql schema that was supposed to improve performance
i was wondering if I already had this schema in 2.09 or got it in my 2.13
upgrade today.  I did do /usr/local/rt/etc/insertdata 2.0.9 and it inserted
some new things into the db ...

but the performance seems the same as 2.0.9. for new tickets it is fast but
for older tickets it can get pretty slow.  I have 2 configurations:

Main production config:
RT 2.0.9
MySQL 3.23.40 compiled with many performance options
apache-ssl+mod_perl (DSO module)
P3-650 w/1GB ram, Ultra2 (80MB/s) SCSI drives
Debian woody (3.0)

soon to be production config(hopefully) 2 servers:
RT 2.0.13
apache-ssl+mod_perl (DSO module)
P3-450 w/512MB ram and Ultrawide (40MB/s) drive
Debian woody(3.0)

SQL server (already in production with several other DBs):
Dual P3-600 1GB Ram, Ultra2 (80MB/s) SCSI drives
MySQL 3.23.42 with many performance options as described in mysql docs
Debian Potato(2.2r5)

RT server is on the same 100mbit switched lan and connected to the SQL server.
the users of RT say the performance is about the same whether or not the DB
is local, so it doesn't appear that stunnel has any negative effects on it that
are noticable. I did see cpu usage spike for mysql when loading a real old
ticket on the SQL server(rt 2.0.13). my MySQL server is quite fast, this
particular server i have tested using another web-app called PureSecure
(formarlly DEMARC), and it made extensive use of mysql, my databases could
run 500+MB and it would still be fast, by contrast my rt2 db is 24MB(in
text-dumped format) and it's much slower ..my Puresecure systems at times
logged up to 40,000 network alerts per hour, and the server didn't even
hiccup.

any performance tips?

thanks for the great work on rt, its a real useful app, I'm glad i found it
when I did.

sofar i think we have about 800 tickets. though I haven't used rt much I just
see ticket id#s up to #809, not sure if older ones can be deleted ..

nate


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



From ddm at skillsoft.com  Wed May 15 15:59:52 2002
From: ddm at skillsoft.com (Derek D. Martin)
Date: Wed, 15 May 2002 15:59:52 -0400
Subject: [rt-users] Chronicles of George (was: Controlling email submissions)
In-Reply-To: <Pine.LNX.4.44.0205142200240.22480-100000@x22.ripe.net>
References: <F200eaQ2hFzW4380Dcw00008ce6@hotmail.com> <Pine.LNX.4.44.0205142200240.22480-100000@x22.ripe.net>
Message-ID: <20020515195952.GD1672@skillsoft.com>

On Tue, May 14, 2002 at 10:49:02PM +0200, Bruce Campbell wrote:
> ( And whilst on the subject of poor problem descriptions,
>   http://chroniclesofgeorge.nanc.com/ )

I first came across this website about 6 months ago...  this is one of
my favorites!  Everyone who's ever done IT support of any kind should
see this site.  :)

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



From andrew at rwts.com.au  Wed May 15 23:50:51 2002
From: andrew at rwts.com.au (Andrew Yager)
Date: Thu, 16 May 2002 13:50:51 +1000
Subject: [rt-users] RT2 & OSX
Message-ID: <B90969BB.400F%andrew@rwts.com.au>

Hi,

dyld: /usr/sbin/httpd multiple definitions of symbol _ApacheRequest___parse
/Library/Perl/darwin/auto/Apache/Request/Request.bundle definition of
_ApacheRequest___parse
/Library/Perl/darwin/auto/Apache/Cookie/Cookie.bundle definition of
_ApacheRequest___parse

Is the bane of my existance at the moment. Testdeps runs fine, but apache
won?t load because of this error in the config. I?ve installed the latest
libaprereq from CPAN ? but it only sort of works when I move
Apache::Request, but then RT doesn?t behave properly.

Please help...

Thanks,
Andrew


___________________
Andrew Yager
Real World Technology Solutions
Real People, Real SolUtions (tm)
ph: (02) 9945 2567 fax: (02) 9945 2566
mob: 0405 15 2568
http://www.rwts.com.au/
_________________________

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From mrcpu at internetcds.com  Thu May 16 00:39:59 2002
From: mrcpu at internetcds.com (Jaye Mathisen)
Date: Wed, 15 May 2002 21:39:59 -0700
Subject: [rt-users] 404 on the mason dhandler for /Ticket/Attachment
Message-ID: <20020515213959.C4023@backmaster.cdsnet.net>


My RT install is working pretty well, with a couple small exceptions.

One is that I can't download any attachments.

If I click any attachment link, I get a 404 error.

If I go to the Ticket/Attachment dir, and copy dhandler to xxx.html
and then call /Ticket/Attachment/xxx.html, I get the
expected "Corrupted Attachment URL, but at least I know xxx.html
is getting executed.

It's like the dhandler isn't getting called at all.

Any ideas?  I'm not even sure were to start, or if there's
some setting I can set in Mason that would do a better
job of reporting what may be wrong.

Thanks.



From jesse at bestpractical.com  Thu May 16 01:52:51 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 16 May 2002 01:52:51 -0400
Subject: [rt-users] RT2 & OSX
In-Reply-To: <B90969BB.400F%andrew@rwts.com.au>; from andrew@rwts.com.au on Thu, May 16, 2002 at 01:50:51PM +1000
References: <B90969BB.400F%andrew@rwts.com.au>
Message-ID: <20020516015251.Z17365@fsck.com>

Could someone with RT/FM commit access add notes about MacOSX's default
apache shipping with a dynamic mod_perl? Dynamic mod_perl just doesn't
work about 20-40% of the time on a number of platforms, including Mac OS X.

I do lots of RT development on Mac OS X using FastCGI and it works pretty 
damn well.

	-j


On Thu, May 16, 2002 at 01:50:51PM +1000, Andrew Yager wrote:
> Hi,
> 
> dyld: /usr/sbin/httpd multiple definitions of symbol _ApacheRequest___parse
> /Library/Perl/darwin/auto/Apache/Request/Request.bundle definition of
> _ApacheRequest___parse
> /Library/Perl/darwin/auto/Apache/Cookie/Cookie.bundle definition of
> _ApacheRequest___parse
> 
> Is the bane of my existance at the moment. Testdeps runs fine, but apache
> won?t load because of this error in the config. I?ve installed the latest
> libaprereq from CPAN ? but it only sort of works when I move
> Apache::Request, but then RT doesn?t behave properly.
> 
> Please help...
> 
> Thanks,
> Andrew
> 
> 
> ___________________
> Andrew Yager
> Real World Technology Solutions
> Real People, Real SolUtions (tm)
> ph: (02) 9945 2567 fax: (02) 9945 2566
> mob: 0405 15 2568
> http://www.rwts.com.au/
> _________________________
> 

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



From simon at netthink.co.uk  Tue May 14 02:59:42 2002
From: simon at netthink.co.uk (Simon Cozens)
Date: Tue, 14 May 2002 07:59:42 +0100
Subject: [rt-users] Forwarding to 3rd party
In-Reply-To: <a05100306b905b4740eca@[217.185.77.14]>
References: <a05100306b905b4740eca@[217.185.77.14]>
Message-ID: <20020514065942.GA21009@netthink.co.uk>

Sebastian Flothow:
> We need to be able to forward transactions to 3rd parties. Searching 
> the archive, I found a set of patches posted by Simon Cozens on 
> 2002-03-18 - will these patches work with RT 2.0.13?

Should do.

> Also, it seems that some people had trouble with the patches. Are 
> there any issues to watch out for when applying them?

I didn't have any problems. But then, I wrote them.

-- 
"Even had to open up the case and gaze upon the hallowed peace that 
graced the helpdesk that day." -- Megahal (trained on asr), 1998-11-06



From npf at eurotux.com  Thu May  9 05:36:24 2002
From: npf at eurotux.com (Nuno Miguel Pais Fernandes)
Date: 09 May 2002 10:36:24 +0100
Subject: [rt-users] Prevent requestor from receiving emails
Message-ID: <1020936984.3312.6.camel@xeon.office.eurotux.com>

Hello

Is there any way to prevent the requestor from receiving emails?
It's for something like this:

I'v created a queue where User1 and User2 have create_ticket rights and
where all users (including User1 and User2) are watchers.
When User1 creates a ticket he will receive a mail because he is a
watcher and because he is the requestor.
I can't remove him from the list of watchers because he need to receive
mails when User2 creates tickets.


Thanks
Nuno Fernandes

-- 
Nuno Pais Fernandes
Eurotux Inform?tica, SA
Tel: +351 253257395
Fax: +351 253257396




From boris at infoplease.com  Wed May 15 16:04:09 2002
From: boris at infoplease.com (Goldowsky, Boris)
Date: Wed, 15 May 2002 16:04:09 -0400
Subject: [rt-users] Generating views & reports
Message-ID: <C55883A8130FD41194BC00104B9CDD3B02E1544E@OLDTMS018>

Related to the current thread on stats in rt2 --
 
We're starting to put more sorts of projects, as well as just bugs, into
RT2.
 
It's easy to imagine (but not so easy to implement) other views that would
be useful in addition to the standard listing of tickets -- for instance, a
chart that showed projects in a hierarchical fashion, based on a keyword
hierarchy.  Or a calendar type of view based on dates associated with each
ticket.
 
Are there any such things, or examples or skeletons, that I could work from
in pulling together reports for our organization?
 
Thanks,
Bng
 


****************************************************************************

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for security and customer service purposes, but this e-mail is
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From tdinkins at tramcologistics.com  Tue May  7 14:59:57 2002
From: tdinkins at tramcologistics.com (Tim Dinkins)
Date: Tue, 7 May 2002 11:59:57 -0700
Subject: [rt-users] attachments won't send
In-Reply-To: <20020430015925.93F7E5EA8@pallas.eruditorum.org>
Message-ID: <LOEALOGMGKNFAOPAOCGNGEIICAAA.tdinkins@tramcologistics.com>

I can't seem to send an attachment with RT.  The attachments on a ticket
come across OK but I can't send one back.
Example
I respond to a ticket and attach a file in the response to be sent to the
requestor.
The response sends fine but no attachment and no error.
Help please!

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of
rt-users-request at lists.fsck.com
Sent: Monday, April 29, 2002 6:59 PM
To: rt-users at lists.fsck.com
Subject: rt-users digest, Vol 1 #669 - 16 msgs


Send rt-users mailing list submissions to
	rt-users at lists.fsck.com

To subscribe or unsubscribe via the World Wide Web, visit
	http://lists.fsck.com/mailman/listinfo/rt-users
or, via email, send a message with subject or body 'help' to
	rt-users-request at lists.fsck.com

You can reach the person managing the list at
	rt-users-admin at lists.fsck.com

When replying, please edit your Subject line so it is more specific
than "Re: Contents of rt-users digest..."


Today's Topics:

  1. Newbie trouble: keywords don't work (Joe Baldwin)
  2. Re: Newbie trouble: keywords don't work (Marc Hedlund)
  3. Re: Newbie trouble: keywords don't work (Joe Baldwin)
  4. Re: Newbie trouble: keywords don't work (Marc Hedlund)
  5. Re: Newbie trouble: keywords don't work (Joe Baldwin)
  6. Anyone modify StockAnswers for use in the SelfService page? (Michael K
Brown)
  7. Re: Anyone modify StockAnswers for use in the SelfService page? (Aaron
T Porter)
  8. RE: Anyone modify StockAnswers for use in the SelfServ
 ice page? (Kevin Welch)
  9. RE: Anyone modify StockAnswers for use in the SelfService page?
(Michael K Brown)
  10. Re: Anyone modify StockAnswers for use in the SelfService page?
(Michael Grubb)
  11. RE: Huge Attachments.MYD file (Matthew Watson)
  12. Re: Modify Ticket (Phil Homewood)
  13. Trying to fix my problems, anyone can help me (RT2 Troubles)
  14. Re: Trying to fix my problems, anyone can help me (Michael Grubb)
  15. Change initial status to "Open" (shannon pedersen)

--__--__--

Message: 1
Date: Mon, 29 Apr 2002 14:47:10 -0500
From: Joe Baldwin <joe at JoeBaldwin.com>
To: rt-users at lists.fsck.com
Subject: [rt-users] Newbie trouble: keywords don't work

I am trying to make a test rt install for my company's internal helpdesk
usage and have one problem left of which I can find no other mention:
the keywords feature does not seem to work.

I add keywords as I understand how to do them; for example:

OS/
OS/Linux
OS/Windows
OS/Mac OS X

Then I attach keyword selections to a queue or globally; for example:

Platform - multiple - children of OS/ up to 1 levels deep

The result? Empty select boxes on the keywords page. I can get the
select boxes to kind of work by changing the children of to "-" after
initial creation, but this obviously won't do the job and it breaks as
soon as I change it back to the correct parent.

I am at a complete loss and any help would be greatly appreciated. The
[hopefully] relevant details for my install are:

RedHat 7.2 server with 2.4.18 kernel
Request Tracker 2.0.13
Perl 5.6.1 built from source
PostgreSQL 7.2.1 database installed from official RPMs

Joe.



--__--__--

Message: 2
Date: Mon, 29 Apr 2002 12:54:15 -0700 (PDT)
From: Marc Hedlund <marc at precipice.org>
To: Joe Baldwin <joe at JoeBaldwin.com>
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Newbie trouble: keywords don't work


Try "up to 0 levels deep" (where 0 means "as many children as possible).

Marc Hedlund
e: marc at precipice dot org

On Mon, 29 Apr 2002, Joe Baldwin wrote:

> I am trying to make a test rt install for my company's internal helpdesk
> usage and have one problem left of which I can find no other mention:
> the keywords feature does not seem to work.
>
> I add keywords as I understand how to do them; for example:
>
> OS/
> OS/Linux
> OS/Windows
> OS/Mac OS X
>
> Then I attach keyword selections to a queue or globally; for example:
>
> Platform - multiple - children of OS/ up to 1 levels deep
>
> The result? Empty select boxes on the keywords page. I can get the
> select boxes to kind of work by changing the children of to "-" after
> initial creation, but this obviously won't do the job and it breaks as
> soon as I change it back to the correct parent.
>
> I am at a complete loss and any help would be greatly appreciated. The
> [hopefully] relevant details for my install are:
>
> RedHat 7.2 server with 2.4.18 kernel
> Request Tracker 2.0.13
> Perl 5.6.1 built from source
> PostgreSQL 7.2.1 database installed from official RPMs
>
> Joe.
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>



--__--__--

Message: 3
Date: Mon, 29 Apr 2002 15:01:30 -0500
Subject: Re: [rt-users] Newbie trouble: keywords don't work
Cc: rt-users at lists.fsck.com
To: Marc Hedlund <marc at precipice.org>
From: Joe Baldwin <joe at JoeBaldwin.com>

Just tried setting levels deep to 0; no luck unfortunately.

Any other suggestions would be welcome.

Joe.


On Monday, April 29, 2002, at 02:54 PM, Marc Hedlund wrote:

>
> Try "up to 0 levels deep" (where 0 means "as many children as possible).
>
> Marc Hedlund
> e: marc at precipice dot org
>
> On Mon, 29 Apr 2002, Joe Baldwin wrote:
>
>> I am trying to make a test rt install for my company's internal
>> helpdesk
>> usage and have one problem left of which I can find no other mention:
>> the keywords feature does not seem to work.
>>
>> I add keywords as I understand how to do them; for example:
>>
>> OS/
>> OS/Linux
>> OS/Windows
>> OS/Mac OS X
>>
>> Then I attach keyword selections to a queue or globally; for example:
>>
>> Platform - multiple - children of OS/ up to 1 levels deep
>>
>> The result? Empty select boxes on the keywords page. I can get the
>> select boxes to kind of work by changing the children of to "-" after
>> initial creation, but this obviously won't do the job and it breaks as
>> soon as I change it back to the correct parent.
>>
>> I am at a complete loss and any help would be greatly appreciated. The
>> [hopefully] relevant details for my install are:
>>
>> RedHat 7.2 server with 2.4.18 kernel
>> Request Tracker 2.0.13
>> Perl 5.6.1 built from source
>> PostgreSQL 7.2.1 database installed from official RPMs

Joe.
>>
>>
>> _______________________________________________
>> rt-users mailing list
>> rt-users at lists.fsck.com
>> http://lists.fsck.com/mailman/listinfo/rt-users
>>
>> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>>
>
>



--__--__--

Message: 4
Date: Mon, 29 Apr 2002 13:04:20 -0700 (PDT)
From: Marc Hedlund <marc at precipice.org>
To: Joe Baldwin <joe at JoeBaldwin.com>
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Newbie trouble: keywords don't work


Are you typing in the '/' after 'OS' manually?  If so, instead you should
type "OS" as a keyword, hit the "Add" button, then click on the word
"OS" (which is a link now), then add "Linux", etc.


Marc Hedlund
e: marc at precipice dot org

On Mon, 29 Apr 2002, Joe Baldwin wrote:

> Just tried setting levels deep to 0; no luck unfortunately.
>
> Any other suggestions would be welcome.
>
> Joe.
>
>
> On Monday, April 29, 2002, at 02:54 PM, Marc Hedlund wrote:
>
> >
> > Try "up to 0 levels deep" (where 0 means "as many children as possible).
> >
> > Marc Hedlund
> > e: marc at precipice dot org
> >
> > On Mon, 29 Apr 2002, Joe Baldwin wrote:
> >
> >> I am trying to make a test rt install for my company's internal
> >> helpdesk
> >> usage and have one problem left of which I can find no other mention:
> >> the keywords feature does not seem to work.
> >>
> >> I add keywords as I understand how to do them; for example:
> >>
> >> OS/
> >> OS/Linux
> >> OS/Windows
> >> OS/Mac OS X
> >>
> >> Then I attach keyword selections to a queue or globally; for example:
> >>
> >> Platform - multiple - children of OS/ up to 1 levels deep
> >>
> >> The result? Empty select boxes on the keywords page. I can get the
> >> select boxes to kind of work by changing the children of to "-" after
> >> initial creation, but this obviously won't do the job and it breaks as
> >> soon as I change it back to the correct parent.
> >>
> >> I am at a complete loss and any help would be greatly appreciated. The
> >> [hopefully] relevant details for my install are:
> >>
> >> RedHat 7.2 server with 2.4.18 kernel
> >> Request Tracker 2.0.13
> >> Perl 5.6.1 built from source
> >> PostgreSQL 7.2.1 database installed from official RPMs
>
> Joe.
> >>
> >>
> >> _______________________________________________
> >> rt-users mailing list
> >> rt-users at lists.fsck.com
> >> http://lists.fsck.com/mailman/listinfo/rt-users
> >>
> >> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> >>
> >
> >
>



--__--__--

Message: 5
Date: Mon, 29 Apr 2002 15:20:18 -0500
Subject: Re: [rt-users] Newbie trouble: keywords don't work
Cc: rt-users at lists.fsck.com
To: Marc Hedlund <marc at precipice.org>
From: Joe Baldwin <joe at JoeBaldwin.com>

That was the problem -- it works perfectly now. It's amazing how
difficult a problem can seem to be, then how obvious it becomes once you
learn one simple detail.

Thanks a bunch!

Joe.


On Monday, April 29, 2002, at 03:04 PM, Marc Hedlund wrote:

>
> Are you typing in the '/' after 'OS' manually?  If so, instead you
> should
> type "OS" as a keyword, hit the "Add" button, then click on the word
> "OS" (which is a link now), then add "Linux", etc.
>
>
> Marc Hedlund
> e: marc at precipice dot org
>
> On Mon, 29 Apr 2002, Joe Baldwin wrote:
>
>> Just tried setting levels deep to 0; no luck unfortunately.
>>
>> Any other suggestions would be welcome.

Joe.
>>
>>
>> On Monday, April 29, 2002, at 02:54 PM, Marc Hedlund wrote:
>>
>>>
>>> Try "up to 0 levels deep" (where 0 means "as many children as
>>> possible).
>>>
>>> Marc Hedlund
>>> e: marc at precipice dot org
>>>
>>> On Mon, 29 Apr 2002, Joe Baldwin wrote:
>>>
>>>> I am trying to make a test rt install for my company's internal
>>>> helpdesk
>>>> usage and have one problem left of which I can find no other mention:
>>>> the keywords feature does not seem to work.
>>>>
>>>> I add keywords as I understand how to do them; for example:
>>>>
>>>> OS/
>>>> OS/Linux
>>>> OS/Windows
>>>> OS/Mac OS X
>>>>
>>>> Then I attach keyword selections to a queue or globally; for example:
>>>>
>>>> Platform - multiple - children of OS/ up to 1 levels deep
>>>>
>>>> The result? Empty select boxes on the keywords page. I can get the
>>>> select boxes to kind of work by changing the children of to "-" after
>>>> initial creation, but this obviously won't do the job and it breaks
>>>> as
>>>> soon as I change it back to the correct parent.
>>>>
>>>> I am at a complete loss and any help would be greatly appreciated.
>>>> The
>>>> [hopefully] relevant details for my install are:
>>>>
>>>> RedHat 7.2 server with 2.4.18 kernel
>>>> Request Tracker 2.0.13
>>>> Perl 5.6.1 built from source
>>>> PostgreSQL 7.2.1 database installed from official RPMs
>>
>> Joe.
>>>>
>>>>
>>>> _______________________________________________
>>>> rt-users mailing list
>>>> rt-users at lists.fsck.com
>>>> http://lists.fsck.com/mailman/listinfo/rt-users
>>>>
>>>> Have you read the FAQ? The RT FAQ Manager lives at
>>>> http://fsck.com/rtfm
>>>>
>>>
>>>
>>
>
>



--__--__--

Message: 6
Date: 29 Apr 2002 16:49:15 -0400
From: "Michael K Brown" <michael.k.brown at alcatel.com>
To: rt-users at lists.fsck.com
charset="iso-8859-1"
Subject: [rt-users] Anyone modify StockAnswers for use in the SelfService
page?

Hi All!

I'm trying to modify the Stock Answers contrib to make a "Stock Requests"; a
way for users creating tickets to enter pre-formatted text.  I'm not having
much luck so far... I can't seem to get it working.  I'm just wondering if
anyone else has done this yet?  Am I breaking new ground that makes the
hairpulling worth while?  ;-)

Thanks for your time!

Mike


Michael K. Brown
Lab Technician
ATM Engineering Services - Lab Services
Tel: (613) 784-4354
michael.k.brown at alcatel.com



--__--__--

Message: 7
Date: Mon, 29 Apr 2002 14:04:04 -0700
From: Aaron T Porter <atporter at primate.net>
To: Michael K Brown <michael.k.brown at alcatel.com>
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Anyone modify StockAnswers for use in the
SelfService page?

On Mon, Apr 29, 2002 at 04:49:15PM -0400, Michael K Brown wrote:

> I'm trying to modify the Stock Answers contrib to make a "Stock Requests";
a
> way for users creating tickets to enter pre-formatted text.  I'm not
having
> much luck so far... I can't seem to get it working.  I'm just wondering if
> anyone else has done this yet?  Am I breaking new ground that makes the
> hairpulling worth while?  ;-)

	Michael, could you tell us specifically which URL you're trying to
insert the questions into? From there it should be quite simple to insert
the text.


--__--__--

Message: 8
From: Kevin Welch <kevinw at iserv.net>
To: "'rt-users at lists.fsck.com'" <rt-users at lists.fsck.com>
Subject: RE: [rt-users] Anyone modify StockAnswers for use in the SelfServ
ice page?
Date: Mon, 29 Apr 2002 17:15:14 -0400
boundary="----_=_NextPart_001_01C1EFC2.F408DD00"

This message is in MIME format. Since your mail reader does not understand
this format, some or all of this message may not be legible.

------_=_NextPart_001_01C1EFC2.F408DD00
Content-Type: text/plain

I would also like to see something with stock requests and/or required
information fields... I havent been playing with RT long, but this would be
handy for me.  Is this built in, or has anyone done any work on this?

-- Kevin

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Aaron T Porter
Sent: Monday, April 29, 2002 5:04 PM
To: Michael K Brown
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Anyone modify StockAnswers for use in the
SelfService page?


On Mon, Apr 29, 2002 at 04:49:15PM -0400, Michael K Brown wrote:

> I'm trying to modify the Stock Answers contrib to make a "Stock Requests";
a
> way for users creating tickets to enter pre-formatted text.  I'm not
having
> much luck so far... I can't seem to get it working.  I'm just wondering if
> anyone else has done this yet?  Am I breaking new ground that makes the
> hairpulling worth while?  ;-)

	Michael, could you tell us specifically which URL you're trying to
insert the questions into? From there it should be quite simple to insert
the text.

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

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

------_=_NextPart_001_01C1EFC2.F408DD00
Content-Type: text/html
Content-Transfer-Encoding: quoted-printable

<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 3.2//EN">
<HTML>
<HEAD>
<META HTTP-EQUIV=3D"Content-Type" CONTENT=3D"text/html; =
charset=3Dus-ascii">
<META NAME=3D"Generator" CONTENT=3D"MS Exchange Server version =
5.5.2655.61">
<TITLE>RE: [rt-users] Anyone modify StockAnswers for use in the =
SelfService page?</TITLE>
</HEAD>
<BODY>

<P><FONT SIZE=3D2>I would also like to see something with stock =
requests and/or required information fields... I havent been playing =
with RT long, but this would be handy for me.&nbsp; Is this built in, =
or has anyone done any work on this?</FONT></P>

<P><FONT SIZE=3D2>-- Kevin</FONT>
</P>

<P><FONT SIZE=3D2>-----Original Message-----</FONT>
<BR><FONT SIZE=3D2>From: rt-users-admin at lists.fsck.com</FONT>
<BR><FONT SIZE=3D2>[<A =
HREF=3D"mailto:rt-users-admin at lists.fsck.com">mailto:rt-users-admin at list=
s.fsck.com</A>]On Behalf Of Aaron T Porter</FONT>
<BR><FONT SIZE=3D2>Sent: Monday, April 29, 2002 5:04 PM</FONT>
<BR><FONT SIZE=3D2>To: Michael K Brown</FONT>
<BR><FONT SIZE=3D2>Cc: rt-users at lists.fsck.com</FONT>
<BR><FONT SIZE=3D2>Subject: Re: [rt-users] Anyone modify StockAnswers =
for use in the</FONT>
<BR><FONT SIZE=3D2>SelfService page?</FONT>
</P>
<BR>

<P><FONT SIZE=3D2>On Mon, Apr 29, 2002 at 04:49:15PM -0400, Michael K =
Brown wrote:</FONT>
<BR><FONT SIZE=3D2>&nbsp;</FONT>
<BR><FONT SIZE=3D2>&gt; I'm trying to modify the Stock Answers contrib =
to make a &quot;Stock Requests&quot;; a</FONT>
<BR><FONT SIZE=3D2>&gt; way for users creating tickets to enter =
pre-formatted text.&nbsp; I'm not having</FONT>
<BR><FONT SIZE=3D2>&gt; much luck so far... I can't seem to get it =
working.&nbsp; I'm just wondering if</FONT>
<BR><FONT SIZE=3D2>&gt; anyone else has done this yet?&nbsp; Am I =
breaking new ground that makes the</FONT>
<BR><FONT SIZE=3D2>&gt; hairpulling worth while?&nbsp; ;-)</FONT>
</P>

<P>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; <FONT SIZE=3D2>Michael, =
could you tell us specifically which URL you're trying to</FONT>
<BR><FONT SIZE=3D2>insert the questions into? From there it should be =
quite simple to insert</FONT>
<BR><FONT SIZE=3D2>the text.</FONT>
</P>

<P><FONT =
SIZE=3D2>_______________________________________________</FONT>
<BR><FONT SIZE=3D2>rt-users mailing list</FONT>
<BR><FONT SIZE=3D2>rt-users at lists.fsck.com</FONT>
<BR><FONT SIZE=3D2><A =
HREF=3D"http://lists.fsck.com/mailman/listinfo/rt-users" =
TARGET=3D"_blank">http://lists.fsck.com/mailman/listinfo/rt-users</A></F=
ONT>
</P>

<P><FONT SIZE=3D2>Have you read the FAQ? The RT FAQ Manager lives at <A =
HREF=3D"http://fsck.com/rtfm" =
TARGET=3D"_blank">http://fsck.com/rtfm</A></FONT>
</P>

</BODY>
</HTML>
------_=_NextPart_001_01C1EFC2.F408DD00--


--__--__--

Message: 9
Date: 29 Apr 2002 17:17:40 -0400
From: "Michael K Brown" <michael.k.brown at alcatel.com>
To: "Aaron T Porter" <atporter at primate.net>
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] Anyone modify StockAnswers for use in the
SelfService page?
charset="iso-8859-1"

Hi Aaron!

I've put

<& Elements/ShowStock/Requests &>
<& /Elements/MessageBox, Name=> "Content" &>

into an otherwise unmodified Create.html copied to
/usr/local/rt2/local/WebRT/html/SelfService/

I've modified StockAnswers0.2 to create StockRequests in
/usr/local/rt2/local/WebRT/html/SelfService/Elements/

I'll include the modified StockAnswers below.  My problem is that I don't
get anything into the drop down list.  I'm not a programmer, so I'd
appreciate any advise you can give me!

Thanks!

Mike

<%doc>
  $Id: ShowStockRequests,v 1.0 2002/04/29 15:52:33 mkbrown Exp $
</%doc>
<%args>
 $Queue => ""
</%args>

<SCRIPT LANGUAGE='JavaScript'>
<!--

var dat = new Array(<% scalar @data %>);
% my $i=0;
% for (@data) {
% my ($n,$t) = @$_;
% $t =~ s/'/\\'/g;
% $t =~ s/\n/\\n/g;
% $m->out("dat[$i] = '$t';\n"); $i++;
% }
dat[<% $i %>] = '';

function insertData( x )
{
    // insert the data indexed by 'x' at the head of the textarea
    var n = dat[x];
    var old = document.Content.value;
    document.Content.value = n + old;
}

function doStockRequest()
{
    var x = document.StockRequests.selectedIndex;
    insertData(document.StockRequests.options[x].value);
}

// -->
</SCRIPT>
<select name="StockRequests" onChange="javascript:doStockRequest()">
<OPTION VALUE="<% $#data + 1 %>">Stock Requests...</OPTION>
% $i = 0;
% for (@data) {
% my ($n,$t) = @$_;
<OPTION VALUE="<% $i++ %>"><% $n %></OPTION>
%}
</select>

<%init>

my
$templateDir="$RT::MasonLocalComponentRoot/../../templates/StockRequests";
my @templates = ();
my @data;
push (@templates, glob( $templateDir . $Queue . "/*" ))
  if ($Queue && -d $templateDir . $Queue );
# special case for the global directory
push (@templates, glob( $templateDir . "global/*" ))
  if (-d $templateDir . "global");
@templates = grep { !/(?:\/|,v|~)$/ } @templates;

for my $n (@templates) {
 open(IN,"<$n") or next;
 local $/ = "";
 my $t = join('', <IN>); $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];
}

</%init>



-----Original Message-----
From: Aaron T Porter [mailto:atporter at primate.net]
Sent: April 29, 2002 17:04
To: Michael K Brown
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Anyone modify StockAnswers for use in the
SelfService page?


On Mon, Apr 29, 2002 at 04:49:15PM -0400, Michael K Brown wrote:

> I'm trying to modify the Stock Answers contrib to make a "Stock Requests";
a
> way for users creating tickets to enter pre-formatted text.  I'm not
having
> much luck so far... I can't seem to get it working.  I'm just wondering if
> anyone else has done this yet?  Am I breaking new ground that makes the
> hairpulling worth while?  ;-)

	Michael, could you tell us specifically which URL you're trying to
insert the questions into? From there it should be quite simple to insert
the text.



--__--__--

Message: 10
charset="iso-8859-1"
From: Michael Grubb <mgrubb at fifthvision.net>
To: "Michael K Brown" <michael.k.brown at alcatel.com>,
rt-users at lists.fsck.com
Subject: Re: [rt-users] Anyone modify StockAnswers for use in the
SelfService page?
Date: Mon, 29 Apr 2002 15:36:44 -0600

Well, I'm the new maintainer of the StockAnswers project.  I am working o=
n a=20
release of more or less a complete rewrite.  I know how StockAnswers work=
s,=20
(and used to work).  Basically you need to follow the same basic instruct=
ions=20
as for the Stock Answers except using Ticket/Create.html.  You'll also ne=
ed=20
to add a Name=3D"TicketCreate" to the form element of Create.html,
And in the javascript code the lines with:=20
"window.opener.document.TicketUpdate
you need to change the TicketUpdate to TicketCreate
and the UpdateContent to Content.
This should get you in the right direction.
Also make sure that your responses don't have CR in them. The current cod=
e=20
does not handle this well.  The new code will handle both CRLF and LF lin=
e=20
endings ok.  Also the new code supports variable substitution.
I will be posting a new release of the code in the next day or so.

Let me know if you need further assistance,


Michael Grubb
System Administrator
R & K, Inc. (000domains.com
mgrubb at fifthvision.net
=20

On Monday 29 April 2002 03:49 pm, Michael K Brown wrote:
> Hi All!
>
> I'm trying to modify the Stock Answers contrib to make a "Stock Request=
s";
> a way for users creating tickets to enter pre-formatted text.  I'm not
> having much luck so far... I can't seem to get it working.  I'm just
> wondering if anyone else has done this yet?  Am I breaking new ground t=
hat
> makes the hairpulling worth while?  ;-)
>
> Thanks for your time!
>
> Mike
>
>
> 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
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



--__--__--

Message: 11
From: "Matthew Watson" <mwatson at office.netspace.net.au>
To: "Rob Mitzel" <rmitzel at peer1.net>, <rt-users at lists.fsck.com>
Subject: RE: [rt-users] Huge Attachments.MYD file
Date: Tue, 30 Apr 2002 08:14:07 +1000
charset="iso-8859-1"

delete tickets that contain viruses.

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Rob Mitzel
> Sent: Tuesday, 30 April 2002 3:26 AM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Huge Attachments.MYD file
>
>
> Hey everyone,
>
> Just curious...my attachements.myd file in my mysql database is getting to
> be rather huge...any ideas on pruning it to make it smaller?
>
> Thanks!
>
> -Rob.
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



--__--__--

Message: 12
Date: Tue, 30 Apr 2002 08:35:53 +1000
From: Phil Homewood <pdh at snapgear.com>
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Modify Ticket

Simon Woodward wrote:
> I assume the overall kludge for this is to allow everyone to modify any
> ticket ... which I am not overly keen on ... but is there any way to:

Nope, grant Everyone the right to ReplyToTicket.


--__--__--

Message: 13
charset="iso-8859-15"
From: RT2 Troubles <rt2trouble at morben.ca>
To: rt-users at lists.fsck.com
Date: Mon, 29 Apr 2002 16:29:56 -0700
Subject: [rt-users] Trying to fix my problems, anyone can help me

I will probably end up installing a fresh copy of RT on a spare machine to
get this answer, but I felt I'd try the mailing list one more time.

I need to know dates/times/sizes (ls -al) of the files in the following RT
2.0.13 directory:

/usr/local/rt2/lib/RT

I need this from someone who has made no modifications to RT..

(Yes I am still trying to fix my scrips that I have been asking about for
the
last 2 months without a single reply.)

T.I.A...

-- RT2 Troubles


--__--__--

Message: 14
charset="iso-8859-15"
From: Michael Grubb <mgrubb at fifthvision.net>
To: RT2 Troubles <rt2trouble at morben.ca>, rt-users at lists.fsck.com
Subject: Re: [rt-users] Trying to fix my problems, anyone can help me
Date: Mon, 29 Apr 2002 17:40:55 -0600

I'm somewhat new to the list, but not to RT,
I'm sorry you haven't recieved the response you were looking for.
If you would like you may ask your questions of me and I can see what I c=
an=20
do.
As far as dates/times/sizes of files in the rt2/lib/RT directory, what ma=
kes=20
you ask about this? (Just trying to get some background)


Regards,

-Michael

On Monday 29 April 2002 06:29 pm, RT2 Troubles wrote:
> I will probably end up installing a fresh copy of RT on a spare machine=
 to
> get this answer, but I felt I'd try the mailing list one more time.
>
> I need to know dates/times/sizes (ls -al) of the files in the following=
 RT
> 2.0.13 directory:
>
> /usr/local/rt2/lib/RT
>
> I need this from someone who has made no modifications to RT..
>
> (Yes I am still trying to fix my scrips that I have been asking about f=
or
> the last 2 months without a single reply.)
>
> T.I.A...
>
> -- RT2 Troubles
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



--__--__--

Message: 15
From: "shannon pedersen" <shannon at dashdog.com>
To: <rt-users at lists.fsck.com>
Date: Mon, 29 Apr 2002 18:41:24 -0700
charset="iso-8859-1"
Subject: [rt-users] Change initial status to "Open"

Is there a way within RT2 to change the default initial status from "New" to
"Open"?  We only have a few users and it is one more step for us to have to
change the ticket to "Open" that we'd rather not have to do.  I've looked
through several modules but am not sure where I should be looking.
Alternatively, if I create a default value in the database itself will this
be reflected in RT?

Thanks,
-shannon pedersen




--__--__--

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


End of rt-users Digest_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

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




From npf at eurotux.com  Tue May  7 12:27:45 2002
From: npf at eurotux.com (Nuno Miguel Pais Fernandes)
Date: 07 May 2002 17:27:45 +0100
Subject: [rt-users] Prevent Requestor from receiving mail
Message-ID: <1020788866.3026.168.camel@xeon.office.eurotux.com>

Hello

Is there any way to prevent the requestor from receiving emails?
It's for something like this:

I'v created a queue where User1 and User2 have create_ticket rights and
where all users (including User1 and User2) are watchers.
When User1 creates a ticket he will receive a mail because he is a
watcher and because he is the requestor.
I can't remove him from the list of watchers because he need to receive
mails when User2 creates tickets.

Any solution??

Thankz
Nuno Fernandes


-- 
Nuno Pais Fernandes
Eurotux Inform?tica, SA
Tel: +351 253257395
Fax: +351 253257396
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From bd at bm.keyware.com  Tue May  7 06:03:40 2002
From: bd at bm.keyware.com (Bart Duchesne)
Date: 07 May 2002 12:03:40 +0200
Subject: [rt-users] Attachments to Requestors ?
In-Reply-To: <200205070944.g479iiN09172@falke.mindmatics.de>
References: <200205070944.g479iiN09172@falke.mindmatics.de>
Message-ID: <1020765821.9807.0.camel@bd>

On Tue, 2002-05-07 at 11:44, frederic.gobin at mindmatics.de wrote:
> How do I send attachments to requestors ?
> 
> I have tried the "NotifyWithAttachment"-thing, but the requestor gets only an eMail without attachment ...

Have you changed your scrip on the queue to use the module ?

> 
> Frederic Gobin
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
-- 
Bart Duchesne
-----------------------------------------------------------
Keyware -- Computerworld's Emerging Company to Watch 2002
"Identifying the World"

Leuvensesteenweg 282, 3190 Boortmeerbeek, Belgium
Tel: +32 (0)15 50.44.00 Fax: +32 (0)15 50.44.09

Excelsiorlaan 32-34, 1930 Zaventem, Belgium
Phone: +32 (2) 704.44.00 - Fax: +32 (2) 721.69.49

mailto:bduchesne at keyware.com
support: support.axsguard at keyware.com
http://www.keyware.com and http://www.axsguard.com




From wash at wananchi.com  Tue May  7 04:52:01 2002
From: wash at wananchi.com (Odhiambo Washington)
Date: Tue, 7 May 2002 11:52:01 +0300
Subject: [rt-users] Proper Server for RT
In-Reply-To: <EFF0DECB3849D4118E2C00508BCFD4E57D1CA7@FL-MIA01-M>
References: <EFF0DECB3849D4118E2C00508BCFD4E57D1CA7@FL-MIA01-M>
Message-ID: <20020507085201.GH33850@ns2.wananchi.com>

* Crespo, Ramon <Ramon.Crespo at stis.com> [20020506 18:06]: wrote:
> Hello Everyone,
> 
> I was wondering what everyone was running RT on. I'm looking to purchase a
> new server to run RT on. The users here are complaining that its too slow. I
> hear the drives churning loudly as well. I'm wondering if its a software
> issue or an actual network issue. Currently I have it running on the
> following.
> 
> - Digital PWS600au
> - FreeBSD 4.5-RELEASE
> - 256MB of RAM 
> - 2 SCSI-2 HDD's 4GB (system) 8GB (backup)
> - Apache 1.3.22
> - mod_perl 1.2.6
> 

Mine is Intel Server:
CPU: Pentium III/Pentium III Xeon/Celeron (447.69-MHz 686-class CPU)
FreeBSD 4.5-STABLE
256MB RAM
2 SCSI-2 HDD 17GB Each
Apache 1.3.24
mod_perl 1.2.6

Other than this it runs Exim, tpop3d, MySQL, Imap... everything.
Noone has said it's slow, even myself ;-)
Everything opens okay.




        cheers
       - wash 
----------------------------------+-----------------------------------------
 Odhiambo Washington, wash at wananchi.com	. WANANCHI ONLINE LTD (Nairobi, KE)
 http://ns2.wananchi.com/~wash/		. 1ere Etage, Loita Hse, Loita St.,
 GSM: (254) 722 743 223			. # 10286, 00100 NAIROBI
----------------------------------+-----------------------------------------
"Oh My God! They killed init! You Bastards!"  
						 --from a /. post

++
``That Ariel Sharon. Boy, he sure is controversial.
  Most Western countries would have to have a military coup
  before they enjoyed a leader of that caliber.'' (Sydney Webb)



From hossein at parsonline.net  Wed May  8 21:35:18 2002
From: hossein at parsonline.net (Hossein Lotfi)
Date: Thu,  9 May 2002 05:05:18 +0330
Subject: [rt-users] problem with web interface
Message-ID: <200205090505.AA57737508@parsonline.net>

Hi there , 
Sorry about this mail but I really confused about configuring RT's 
web interface , after doing any thing ( Not sure but hopefully! ) 
I got this error :

Starting httpd: Variable "$m" is not imported 
at /opt/rt2/bin/webmux.pl line 94.
[Wed May  8 17:26:36 2002] [error] Global symbol "$m" requires 
explicit package
name at /opt/rt2/bin/webmux.pl line 94.

can any one help me ?
thanks in advance 

__________________________________________
Sent via the Pars Online WebMail system at 
http://www.parsonline.net .


 
                   



From dupuy at sysd.com  Wed May  8 11:18:18 2002
From: dupuy at sysd.com (Alexander Dupuy)
Date: Wed, 08 May 2002 11:18:18 -0400
Subject: [rt-users] Font issues
Message-ID: <3CD941BA.7070409@sysd.com>

Yes, I have seen this.  The problem seems to be that certain browsers 
lose the stylesheet formatting, and revert to default fonts.  Running RT 
2.0.13 seems to help a bit, but doesn't eliminate it.  Some browsers are 
more sensitive to this.  I never see this problem with the latest 
Mozilla browser; Netscape 4.5 (Unix) gets it a lot; Konqueror (KDE) 
browser gets it only after hitting the reload button, but it goes away 
if you wait a bit and hit reload again (maybe more than once).

@alex
-- 
mailto:dupuy at systemdetection.com




From Fabian.Ritzmann at akumiitti.com  Wed May  8 07:26:12 2002
From: Fabian.Ritzmann at akumiitti.com (Fabian Ritzmann)
Date: 08 May 2002 14:26:12 +0300
Subject: [rt-users] Font issues
In-Reply-To: 	<12F63B1280D5E444930A872E98BF552D6E9C90@darkside1.darksideproductions.net>
References: 	<12F63B1280D5E444930A872E98BF552D6E9C90@darkside1.darksideproductions.net>
Message-ID: <1020857172.22390.30.camel@fabiitti>

On Wed, 2002-05-08 at 03:09, Colleen wrote:

> Has anyone else noticed the font changing between screens?  A user
> notified me of this, but without particulars.

This could happen if you have some problem with the authentication and
the server does not let the user download the NoAuth/webrt.css style
sheet for certain pages. Or there is a misconfiguration or typo
somewhere that points to a non-existent style sheet.

Fabian

-- 
Well, the handwriting is on the floor.
		-- Joe E. Lewis
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From dcharb at xceligent.com  Wed May 15 08:26:10 2002
From: dcharb at xceligent.com (Daniel J. Charboneau)
Date: Wed, 15 May 2002 07:26:10 -0500
Subject: [rt-users] RT Help, RT Broke after upgrading
Message-ID: <E0CAE55EFDF85641A4C56673337C4D9852A636@XPMAIL01.xceligent.org>

I recently try to upgrade From RT 2.0.11 to 2.0.13.  After this upgrade
RT stopped being able to accept mail?  This is the error I now get from
the sendmail log:
 
to="|/usr/rt2/bin/rt-mailgate --queue support --action correspond",
ctladdr=
May 15 06:14:31 services sendmail[99805]: g4F6EK599748: g4F6EV599805:
DSN: unknown mailer error 2
 
Does anyone know how to fix this... or even what this means.
 
Thanks in advance for anyone's help.
 
Daniel Charboneau
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From bruce_campbell at ripe.net  Thu May 16 04:02:01 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 16 May 2002 10:02:01 +0200 (CEST)
Subject: [rt-users] RT2 & OSX
In-Reply-To: <20020516015251.Z17365@fsck.com>
Message-ID: <Pine.LNX.4.44.0205161000000.17055-100000@x22.ripe.net>

On Thu, 16 May 2002, Jesse Vincent wrote:

> Could someone with RT/FM commit access add notes about MacOSX's default
> apache shipping with a dynamic mod_perl? Dynamic mod_perl just doesn't
> work about 20-40% of the time on a number of platforms, including Mac OS X.

Done, including error message.  Andrew, could you recompile Apache to have
mod_perl as a static and see how you go, or use FastCGI ?

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




From naoy at levillage.org  Thu May 16 11:51:26 2002
From: naoy at levillage.org (naoy at levillage.org)
Date: Thu, 16 May 2002 11:51:26 fr
Subject: [rt-users] rt2stats again
Message-ID: <3ce3811e.7c8f.0@meloo.com>

hello world

I spend the morning looking for a rt2 stats module, I finaly found
one that i could download, from simon, it contain CallsMultiqueue.html

CallsQueueDay.html
DayOfWeek.html
DurationAsString
index.html
Resolution.html
TimeToResolve.html

but unfortunely no readme or other kind of instructions, does anyone
knows how can I use all this stuff?
thanks in advance
_______________________________________________________________
my gnome fish said me:good girls go to heaven, bad girls go everywhere.

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

---
Ce mel a ?t? envoy? avec Meloo http://www.meloo.com




From dan at tellurian.com.au  Thu May 16 05:36:31 2002
From: dan at tellurian.com.au (Dan Shearer)
Date: Thu, 16 May 2002 19:06:31 +0930 (CST)
Subject: [rt-users] Proper Server for RT
In-Reply-To: <20020507085201.GH33850@ns2.wananchi.com>
Message-ID: <Pine.LNX.4.21.0205161847480.26079-100000@calulu.shearer.org>

On Tue, 7 May 2002, Odhiambo Washington wrote:

* Crespo, Ramon <Ramon.Crespo at stis.com> [20020506 18:06]: wrote:
> 
> I was wondering what everyone was running RT on. I'm looking to purchase a
> new server to run RT on. The users here are complaining that its too slow. I
> hear the drives churning loudly as well. I'm wondering if its a software
> issue or an actual network issue. Currently I have it running on the
> following.
> 
> - Digital PWS600au
> - FreeBSD 4.5-RELEASE
> - 256MB of RAM 
> - 2 SCSI-2 HDD's 4GB (system) 8GB (backup)
> - Apache 1.3.22
> - mod_perl 1.2.6

Ramon, that is almost exactly one of my configurations, except I'm using
Linux and the Alpha has less memory. I use the Apache and Psql
optimisations that people here keep suggesting (and I keep meaning to add
to the docs.) However, my load is almost exclusively artificially
generated, and not very well at that :-)

If you compare with Odhiambo's hardware, I'd say what you have is probably
faster, except the hard drives may have a bit slower spin rate. 

--
Dan Shearer
Open Source Manager
dan at tellurian.com.au




From alesh at opensource-technologies.com  Thu May 16 06:24:42 2002
From: alesh at opensource-technologies.com (=?iso-8859-2?Q?Ale=B9_Mustar?=)
Date: Thu, 16 May 2002 12:24:42 +0200
Subject: [rt-users] Prevent requestor from receiving emails
In-Reply-To: <1020936984.3312.6.camel@xeon.office.eurotux.com>
Message-ID: <005101c1fcc3$e505a820$0c16fad5@asus>

How did you configure your scripts?

Copy & paste them.

Your problem lies there.

-- 
Ale? Mustar
direktor
Opensource-Technologies
Ale? Mustar s.p.



-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Nuno Miguel Pais
Fernandes
Sent: Thursday, May 09, 2002 11:36 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] Prevent requestor from receiving emails


Hello

Is there any way to prevent the requestor from receiving emails? It's
for something like this:

I'v created a queue where User1 and User2 have create_ticket rights and
where all users (including User1 and User2) are watchers. When User1
creates a ticket he will receive a mail because he is a watcher and
because he is the requestor. I can't remove him from the list of
watchers because he need to receive mails when User2 creates tickets.


Thanks
Nuno Fernandes

-- 
Nuno Pais Fernandes
Eurotux Inform?tica, SA
Tel: +351 253257395
Fax: +351 253257396


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

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






From alesh at opensource-technologies.com  Thu May 16 06:30:05 2002
From: alesh at opensource-technologies.com (=?iso-8859-2?Q?Ale=B9_Mustar?=)
Date: Thu, 16 May 2002 12:30:05 +0200
Subject: [rt-users] RT Help, RT Broke after upgrading
In-Reply-To: <E0CAE55EFDF85641A4C56673337C4D9852A636@XPMAIL01.xceligent.org>
Message-ID: <005501c1fcc4$a55846a0$0c16fad5@asus>

Did you comment out the UserFriendly line from config.pm?

A.


-- 
Ale? Mustar
direktor
Opensource-Technologies
Ale? Mustar s.p.
-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Daniel J. Charboneau
Sent: Wednesday, May 15, 2002 2:26 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] RT Help, RT Broke after upgrading


I recently try to upgrade From RT 2.0.11 to 2.0.13.  After this upgrade
RT stopped being able to accept mail?  This is the error I now get from
the sendmail log:
 
to="|/usr/rt2/bin/rt-mailgate --queue support --action correspond",
ctladdr=
May 15 06:14:31 services sendmail[99805]: g4F6EK599748: g4F6EV599805:
DSN: unknown mailer error 2
 
Does anyone know how to fix this. or even what this means.
 
Thanks in advance for anyone's help.
 
Daniel Charboneau





From yetish at mailandnews.com  Thu May 16 06:53:55 2002
From: yetish at mailandnews.com (Yetish Joshi)
Date: Thu, 16 May 2002 06:53:55 -0400
Subject: [rt-users] Please could you help me configure the Web UI in RT
Message-ID: <3CE3C027@mailandnews.com>

Hi,

This is all new to me so please could you go easy on me.

My setup is a Linux Mankrade 8.2 (with KDE interface) for i386 with Apache 
1.3.23., MySQL and RT2.

I've managed to install most of modules for Apache, Apache itself & MySQL as 
binaries by you using the Mandrake Discs.

This meant that if I typed localhost in Web Browser I would get nice page my 
Mandrake telling me that Apache is running correctly.

Now my problem is that when I apply the 5 lines to the script for FastCGI and 
rt to be setup in (see Apache with fastcgi in the RT/FM Installation 
guide), the next time I start the web server I get 'Forbidden 403  You don't 
have permission to access / on this server.'

If I comment the lines out the Apache lets me in and I can see the 
Apache-Mandrake welcome page.

If you guys require more information please let me know.

I was problems with starting up Apache if I used the mod_perl method and so I 
decided to use the FastCGI method.

Thanks in advance


Yetish

P.S Is there a way to view other postings apart from viewing the archives?




From wash at wananchi.biz  Thu May 16 07:15:28 2002
From: wash at wananchi.biz (Odhiambo Washington)
Date: Thu, 16 May 2002 14:15:28 +0300
Subject: [rt-users] Prevent Requestor from receiving mail
In-Reply-To: <1020788866.3026.168.camel@xeon.office.eurotux.com>
References: <1020788866.3026.168.camel@xeon.office.eurotux.com>
Message-ID: <20020516111528.GK43291@ns2.wananchi.com>

* Nuno Miguel Pais Fernandes <npf at eurotux.com> [20020516 10:04]: wrote:
> Hello
> 
> Is there any way to prevent the requestor from receiving emails?
> It's for something like this:
> 
> I'v created a queue where User1 and User2 have create_ticket rights and
> where all users (including User1 and User2) are watchers.
> When User1 creates a ticket he will receive a mail because he is a
> watcher and because he is the requestor.
> I can't remove him from the list of watchers because he need to receive
> mails when User2 creates tickets.
> 
> Any solution??



There is a Scrip condition

OnCreate NotifyRequestor ...... I guess you need to check that.




        cheers
       - wash 
----------------------------------+-----------------------------------------
 Odhiambo Washington, wash at wananchi.com	. WANANCHI ONLINE LTD (Nairobi, KE)
 http://ns2.wananchi.com/~wash/		. 1ere Etage, Loita Hse, Loita St.,
 GSM: (254) 722 743 223			. # 10286, 00100 NAIROBI
----------------------------------+-----------------------------------------
"Oh My God! They killed init! You Bastards!"  
						 --from a /. post

++
``That Ariel Sharon. Boy, he sure is controversial.
  Most Western countries would have to have a military coup
  before they enjoyed a leader of that caliber.'' (Sydney Webb)




From purp at wildbrain.com  Thu May 16 09:45:29 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 16 May 2002 06:45:29 -0700
Subject: [rt-users] Prevent requestor from receiving emails
In-Reply-To: <1020936984.3312.6.camel@xeon.office.eurotux.com>
References: <1020936984.3312.6.camel@xeon.office.eurotux.com>
Message-ID: <1021556740.27697.2.camel@wug.selequa.com>

On Thu, 2002-05-09 at 02:36, Nuno Miguel Pais Fernandes wrote:
> Hello
> 
> Is there any way to prevent the requestor from receiving emails?
> It's for something like this:
> 
> I'v created a queue where User1 and User2 have create_ticket rights and
> where all users (including User1 and User2) are watchers.
> When User1 creates a ticket he will receive a mail because he is a
> watcher and because he is the requestor.
> I can't remove him from the list of watchers because he need to receive
> mails when User2 creates tickets.

If all users are watchers on that queue, it would seem redundant to
Autoreply to the requestor when their ticket is created, no?

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




From purp at wildbrain.com  Thu May 16 09:56:12 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 16 May 2002 06:56:12 -0700
Subject: [rt-users] rt2stats again
In-Reply-To: <3ce3811e.7c8f.0@meloo.com>
References: <3ce3811e.7c8f.0@meloo.com>
Message-ID: <1021557380.27697.10.camel@wug.selequa.com>

On Thu, 2002-05-16 at 04:51, naoy at levillage.org wrote:
> hello world
> 
> I spend the morning looking for a rt2 stats module, I finaly found
> one that i could download, from simon, it contain CallsMultiqueue.html
> 
> CallsQueueDay.html
> DayOfWeek.html
> DurationAsString
> index.html
> Resolution.html
> TimeToResolve.html
> 
> but unfortunely no readme or other kind of instructions, does anyone
> knows how can I use all this stuff?

There's a very long discussion of installing it in the list archives for
February of 2002; you can search the list archives at
http://lists.fsck.com/search.html or just go to the February 2002 posts
by following the links that mailman appends to every post on this list:

> http://lists.fsck.com/mailman/listinfo/rt-users

Cheers!

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




From gwarnagiris at babcockbrown.com  Thu May 16 10:48:29 2002
From: gwarnagiris at babcockbrown.com (George Warnagiris)
Date: Thu, 16 May 2002 10:48:29 -0400
Subject: [rt-users] RT Help, RT Broke after upgrading
Message-ID: <D2C244AC3888D511AB120008C7864703012DAAAF@soho.ny.babcockbrown.com>

Daniel,
 
It looks like the sendmail error is trunkated.  Is there more to the error
message?  I read this log entry as sendmail complaining that rt-mailgate is
failing with an unknown error code.  Does rt-mailgate exist in the path
specified: /usr/rt2/bin ?  What are the permissions on the rt-mailgate file?
Mine shows as -rwxr-sr-x
 
George
 
-----Original Message-----
From: Daniel J. Charboneau [mailto:dcharb at xceligent.com]
Sent: Wednesday, May 15, 2002 8:26 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] RT Help, RT Broke after upgrading



I recently try to upgrade From RT 2.0.11 to 2.0.13.  After this upgrade RT
stopped being able to accept mail?  This is the error I now get from the
sendmail log:

 

to="|/usr/rt2/bin/rt-mailgate --queue support --action correspond", ctladdr=

May 15 06:14:31 services sendmail[99805]: g4F6EK599748: g4F6EV599805: DSN:
unknown mailer error 2

 

Does anyone know how to fix this... or even what this means.

 

Thanks in advance for anyone's help.

 

Daniel Charboneau




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



From sebastian at flothow.de  Thu May 16 11:10:08 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Thu, 16 May 2002 17:10:08 +0200
Subject: [rt-users] Please could you help me configure the Web UI in RT
In-Reply-To: <3CE3C027@mailandnews.com>
References: <3CE3C027@mailandnews.com>
Message-ID: <a05100300b9097bc39005@[217.185.65.178]>

At 6:53 Uhr -0400 16.5.2002, Yetish Joshi wrote:
>Now my problem is that when I apply the 5 lines to the script for FastCGI and
>rt to be setup in (see Apache with fastcgi in the RT/FM Installation
>guide), the next time I start the web server I get 'Forbidden 403  You don't
>have permission to access / on this server.'

My guess is that the user Apache runs as doens't have permission to 
execute RT (it's called mason_handler.fcgi, if I recall correctly, 
and lives in /foo/rt2/bin).


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



From gwaldram at amdgroup.plc.uk  Thu May 16 11:31:12 2002
From: gwaldram at amdgroup.plc.uk (Grant Waldram)
Date: Thu, 16 May 2002 16:31:12 +0100
Subject: [rt-users] Search terms giving inconsistent results
References: <3ce3811e.7c8f.0@meloo.com> <1021557380.27697.10.camel@wug.selequa.com>
Message-ID: <016f01c1fcee$b5e69c90$4901fe0a@amdgroup.plc.uk>

Greetings all...

I'm VERY new to RT, and have only been involved with it as a user up to this
point. However, I'm going to have to take on a more adminstrative and
systems-type role as my Linux skill level increases and the support we have
from a sister company (who helped us set it up) is gradually withdrawn.

ANYWAY...

I've noticed one unusual piece of behaviour, which has led us to start
working with RT in a rather brain-dead way. If I attempt to search for , say
Owner = gwaldram [delete] and Status != resolved [delete] I would expect to
get all my unresolved jobs.

But I dont. I get a completely emty list. Until, that is, I click on the
'Search' link at the top of the search results page. Then the expected list
of jobs leaps into view, with exactly the same search rules shown at the
bottom. It seems to happen with any terms combined with the "Status !=
resolved" term. I belive we have RT 2.0.8 (does that make sense)? Is this a
known problem?

Sorry to be asking such a newbie question...

Thanks in advance,

Grant




From purp at wildbrain.com  Thu May 16 12:09:53 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 16 May 2002 09:09:53 -0700
Subject: [rt-users] Search terms giving inconsistent results
In-Reply-To: <016f01c1fcee$b5e69c90$4901fe0a@amdgroup.plc.uk>
References: <3ce3811e.7c8f.0@meloo.com>
	<1021557380.27697.10.camel@wug.selequa.com> 
	<016f01c1fcee$b5e69c90$4901fe0a@amdgroup.plc.uk>
Message-ID: <1021565393.1635.6.camel@milagro.wildbrain.com>

On Thu, 2002-05-16 at 08:31, Grant Waldram wrote:
> Greetings all...
> 
> I'm VERY new to RT, and have only been involved with it as a user up to this
> point. However, I'm going to have to take on a more adminstrative and
> systems-type role as my Linux skill level increases and the support we have
> from a sister company (who helped us set it up) is gradually withdrawn.
> 
> ANYWAY...
> 
> I've noticed one unusual piece of behaviour, which has led us to start
> working with RT in a rather brain-dead way. If I attempt to search for , say
> Owner = gwaldram [delete] and Status != resolved [delete] I would expect to
> get all my unresolved jobs.
> 
> But I dont. I get a completely emty list. Until, that is, I click on the
> 'Search' link at the top of the search results page. Then the expected list
> of jobs leaps into view, with exactly the same search rules shown at the
> bottom. It seems to happen with any terms combined with the "Status !=
> resolved" term. I belive we have RT 2.0.8 (does that make sense)? Is this a
> known problem?

This may be the difference between "Refine" and "Show Results." Refine
lets you add search terms quickly without executing the actual search;
"Show Results" executes the search and, well, shows the results. =]

Cheers!

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




From matthew.disney at fedex.com  Thu May 16 13:05:09 2002
From: matthew.disney at fedex.com (Matt Disney)
Date: Thu, 16 May 2002 12:05:09 -0500
Subject: [rt-users] Apache2.0 for RT?
Message-ID: <200205161705.g4GH59W10919@nfsa.ecdev.fedex.com>

Is it possible to use apache/mod_perl 2.0 with RT? I think mod_perl 2.0
is actually at version 1.99 right now, so I'm not sure that's a
"stable" release. And there are certainly a number of other potential
issues that come into play with the Apache perl modules and such. Has
anyone tried it?

I'm moving our RT installation over to a new server, so it's a good 
time to upgrade anything that needs upgrading. :-)

Thanks,
Matt



From mgrubb at fifthvision.net  Thu May 16 13:42:22 2002
From: mgrubb at fifthvision.net (Michael Grubb)
Date: Thu, 16 May 2002 12:42:22 -0500
Subject: [rt-users] Slow Keywords
Message-ID: <200205161242.22371.mgrubb@fifthvision.net>

Well, I posted this several days ago and got no hits, so I'll try one more 
time.

I'm having an issue with speed on keyword searches.
I can use a query like the following:

SELECT t.* FROM (tickets t LEFT JOIN objectkeywords k ON t.id=k.objectid)
WHERE 
k.keyword=10 AND k.keywordselect=3 AND k.objecttype='Ticket' AND t.queue=7;

(I'm assuming this is the query used by the search (or something similar)
This query runs in 2-3 seconds using psql, but the search using the webui 
takes at least a minute if not more, then combine that with the time it takes 
to move to the next page of results, and it gets very frustrating for the 
users.  They say that a search on subject content takes less time.
I was wondering if anyone else had noticed this or know how to fix it.

I'm running rt 2.0.13 and PostgreSQL 7.2.1, and Perl 5.6.1
on a box using RedHat 7.2 with 1Gb of RAM and 1.6 Ghz athlon.

Any help is greatly appreciated.

-Michael





From khera at kcilink.com  Thu May 16 14:04:15 2002
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 16 May 2002 14:04:15 -0400
Subject: [rt-users] Apache2.0 for RT?
In-Reply-To: <200205161705.g4GH59W10919@nfsa.ecdev.fedex.com>
References: <200205161705.g4GH59W10919@nfsa.ecdev.fedex.com>
Message-ID: <15587.62623.963674.15622@onceler.kciLink.com>

>>>>> "MD" == Matt Disney <matthew.disney at fedex.com> writes:

MD> Is it possible to use apache/mod_perl 2.0 with RT? I think mod_perl 2.0
MD> is actually at version 1.99 right now, so I'm not sure that's a
MD> "stable" release. And there are certainly a number of other potential

mod_perl 2.0 is not released yet. you're welcome to try it, but it
changes rapidly.  if you do try it, please do sign up for the modperl
developers list.  and you *definitely* want to use the latest CVS
version of modperl 2.0.



From gwarnagiris at babcockbrown.com  Thu May 16 14:06:31 2002
From: gwarnagiris at babcockbrown.com (George Warnagiris)
Date: Thu, 16 May 2002 14:06:31 -0400
Subject: [rt-users] Slow Keywords
Message-ID: <D2C244AC3888D511AB120008C7864703012DAAD6@soho.ny.babcockbrown.com>

Michael,

A common solution to slow performance is indexing.  Have you applied them?
I realize direct querying is a few orders of magnitude faster, but it will
not hurt.  A few other suggestions I've seen with positive results are to
turn down the logging level and make sure SearchBuilder is up to date.  Have
you tried this?

George

-----Original Message-----
From:	Michael Grubb [mailto:mgrubb at fifthvision.net]
Sent:	Thursday, May 16, 2002 1:42 PM
To:	rt-users at lists.fsck.com
Subject:	[rt-users] Slow Keywords

Well, I posted this several days ago and got no hits, so I'll try one more 
time.

I'm having an issue with speed on keyword searches.
I can use a query like the following:

SELECT t.* FROM (tickets t LEFT JOIN objectkeywords k ON t.id=k.objectid)
WHERE 
k.keyword=10 AND k.keywordselect=3 AND k.objecttype='Ticket' AND t.queue=7;

(I'm assuming this is the query used by the search (or something similar)
This query runs in 2-3 seconds using psql, but the search using the webui 
takes at least a minute if not more, then combine that with the time it
takes 
to move to the next page of results, and it gets very frustrating for the 
users.  They say that a search on subject content takes less time.
I was wondering if anyone else had noticed this or know how to fix it.

I'm running rt 2.0.13 and PostgreSQL 7.2.1, and Perl 5.6.1
on a box using RedHat 7.2 with 1Gb of RAM and 1.6 Ghz athlon.

Any help is greatly appreciated.

-Michael



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

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



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



From subscriptions at graphon.com  Thu May 16 15:32:07 2002
From: subscriptions at graphon.com (Nate Amsden)
Date: Thu, 16 May 2002 12:32:07 -0700
Subject: [rt-users] rt 2.09 / 2.0.13 performance  (& SQL schema)
References: <3CE2B52D.C0A35518@graphon.com>
Message-ID: <3CE40937.739BFC65@graphon.com>

Nate Amsden wrote:
> 

> any performance tips?

couple more things ..

i searched through the archives and jesse said at one point to someone to
upgrade DBI::SearchBuilder to 0.46-test1 which helped that person's performance
a lot. my system is currently running DBI::SearchBuilder 0.48-1(Debian package).

there is usually 1 person at a time using the system, i would guess that
maybe 5 people total use it. so load is light, new tickets come up very
fast(within
a second or so), old tickets can take sometimes 35-45 seconds. i tried searching
the contrib stuff for any kind of cleanup script that may clean up the db
of old data, but couldn't find anything.

another post mentioned using a caching proxy infront of the webserver to
reduce load, but since my load is so light anyways i don't think it would help.
the users are connected to the server over 100baseT lan. on the main
production server i also run another system - ezPublish which uses mod_php
and mysql, it too is very fast, but it also doesn't get much traffic, maybe
30 hits a day(most are from me). the new system is rt-only, but the performance
is the same on both.

as for mysql config:

I am using these runtime options with mysql:
 --skip-locking -O key_buffer=128M -O table_cache=1024 -O sort_buffer=8M -O
record_buffer=5M

I used these performance-related compile time options with mysql:
--with-client-ldflags=-all-static --enable-assembler
--with-mysqld-ldflags=-all-static


i've seen posts here(been lurking here since maybe july/august 2001) about
people
having tens of thousands of tickets, some having dozens of concurrent users ..so
I
am uncertain what is different about my situation, maybe rt magically gets
faster
with more load ? :/ again our db has less then 900 tickets generated. running
rt 2.0.13(on a test system with the same db data), and rt 2.0.9 on the main
production system. OS is debian gnu/linux 3.0


i can't find much more tuning suggestions via the list archives ...the FAQ
mentions
a couple things but doesn't say how to go about checking the SQL schema or
upgrading
it(if i was not already running the current schema ...)

thanks again.

nate

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



From mgrubb at fifthvision.net  Thu May 16 15:50:25 2002
From: mgrubb at fifthvision.net (Michael Grubb)
Date: Thu, 16 May 2002 14:50:25 -0500
Subject: [rt-users] Slow Keywords
In-Reply-To: <D2C244AC3888D511AB120008C7864703012DAAD6@soho.ny.babcockbrown.com>
References: <D2C244AC3888D511AB120008C7864703012DAAD6@soho.ny.babcockbrown.com>
Message-ID: <200205161450.25016.mgrubb@fifthvision.net>

I have looked at the indexes, and added a couple that were suggested in the 
list archives (most were already present)
The current indexes on the objectkeywords table are:
(objectid, objecttype), (keyword), 
unique(objectid,objecttype,keywordselect,keyword),
and of course the primary key (id).
As for the logging level, no I haven't turned this down (Thank you for the 
suggestion) 
I just now upgraded the SearchBuilder module, so we'll see how that fares.

Thanks for your suggestions, I'll let you know.

-Michael

On Thursday 16 May 2002 01:06 pm, George Warnagiris wrote:
> Michael,
>
> A common solution to slow performance is indexing.  Have you applied them?
> I realize direct querying is a few orders of magnitude faster, but it will
> not hurt.  A few other suggestions I've seen with positive results are to
> turn down the logging level and make sure SearchBuilder is up to date. 
> Have you tried this?
>
> George
>
> -----Original Message-----
> From:	Michael Grubb [mailto:mgrubb at fifthvision.net]
> Sent:	Thursday, May 16, 2002 1:42 PM
> To:	rt-users at lists.fsck.com
> Subject:	[rt-users] Slow Keywords
>
> Well, I posted this several days ago and got no hits, so I'll try one more
> time.
>
> I'm having an issue with speed on keyword searches.
> I can use a query like the following:
>
> SELECT t.* FROM (tickets t LEFT JOIN objectkeywords k ON t.id=k.objectid)
> WHERE
> k.keyword=10 AND k.keywordselect=3 AND k.objecttype='Ticket' AND t.queue=7;
>
> (I'm assuming this is the query used by the search (or something similar)
> This query runs in 2-3 seconds using psql, but the search using the webui
> takes at least a minute if not more, then combine that with the time it
> takes
> to move to the next page of results, and it gets very frustrating for the
> users.  They say that a search on subject content takes less time.
> I was wondering if anyone else had noticed this or know how to fix it.
>
> I'm running rt 2.0.13 and PostgreSQL 7.2.1, and Perl 5.6.1
> on a box using RedHat 7.2 with 1Gb of RAM and 1.6 Ghz athlon.
>
> Any help is greatly appreciated.
>
> -Michael
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
>
>
> This email message may contain information that is confidential and
> proprietary to Babcock & Brown or a third party.  If you are not the
> intended recipient, please contact the sender and destroy the original and
> any copies of the original message.  Babcock & Brown takes measures to
> protect the content of its communications.  However, Babcock & Brown cannot
> guarantee that email messages will not be intercepted by third parties or
> that email messages will be free of errors or viruses.
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm




From breu at cfu.net  Thu May 16 22:15:11 2002
From: breu at cfu.net (Joe Breu)
Date: Thu, 16 May 2002 21:15:11 -0500 (CDT)
Subject: [rt-users] Changing ticket status on correspondance...
Message-ID: <Pine.LNX.4.44.0205162105560.28478-100000@breu.cfu.net>

I have the desire to change the ticket status on correspondance.  What I 
want to do is change it to stalled when a correspondance has been added by 
a user that is not the requester and then change it back to open with the 
requester adds a correspondance.

I want to do this to make it easier for my support team to handle tickets 
through the web interface.

I am using a scrip action for changing the ticket status to stalled on 
correspondance.  The problem is that rt sets the ticket status to open 
right afterwards.

Is there a way to accomplish this?

-- 

Thanks,

---------------------------------------------------------
Joseph W. Breu, CCNA             fax : +1.319.266.8158
Senior Network Administrator     url : http://www.cfu.net
Cedar Falls Utilities

                question = ( to ) ? be : ! be;
		              -- Wm. Shakespeare




From pdh at snapgear.com  Thu May 16 23:10:25 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 17 May 2002 13:10:25 +1000
Subject: [rt-users] Changing ticket status on correspondance...
In-Reply-To: <Pine.LNX.4.44.0205162105560.28478-100000@breu.cfu.net>
References: <Pine.LNX.4.44.0205162105560.28478-100000@breu.cfu.net>
Message-ID: <20020517031025.GE361@luggage>

Joe Breu wrote:
> I am using a scrip action for changing the ticket status to stalled on 
> correspondance.  The problem is that rt sets the ticket status to open 
> right afterwards.
> 
> Is there a way to accomplish this?

You'll want to look around line 1750 of lib/RT/Ticket.pm for the
code that handles "Ticket auto-opened on incoming correspondence".

    if (
        ($TicketAsSystem->Status ne 'open') and
        ($TicketAsSystem->Status ne 'new')
       ) {

becomes


    if (
        ($TicketAsSystem->Status ne 'open') and
        ($TicketAsSystem->Status ne 'new') and
        ($TicketAsSystem->Status ne 'stalled')
       ) {

or possibly just

    if ($TicketAsSystem->Status eq 'resolved') {



From graeme at hosking-online.com  Fri May 17 07:09:09 2002
From: graeme at hosking-online.com (Graeme J Hosking)
Date: Fri, 17 May 2002 12:09:09 +0100
Subject: [rt-users] Global Keyword Selections
Message-ID: <KNELIIBPCGPKMIAOGLMMGENNCBAA.graeme@hosking-online.com>

Hi,

I've just configured my first RT production system and I've noticed that all
my global keyword selections completely ignore the level depth settings.
This is only happening on global keywords - queue specific keyword
selections would seem to honour the depth setting.

I've searched the list archives and bugs page for mention of this but found
nothing (apologies if I've simply missed it). Has anybody encountered this
before?

I'm running RT 2.0.13 with PERL 5.6.1 and MySQL 3.23.47 on kernel 2.4.18.

Thanks,

Graeme J Hosking
graeme at hosking-online.com

www.hosking-online.com





From naoy at levillage.org  Fri May 17 15:46:49 2002
From: naoy at levillage.org (naoy at levillage.org)
Date: Fri, 17 May 2002 15:46:49 fr
Subject: [rt-users] ExternalContactInfoId...
Message-ID: <3ce509c9.18c.0@meloo.com>

Hello world
is anyone know how to use the ExternalContactInfoId to link our customer
DB with RT??

---
Ce mel a ?t? envoy? avec Meloo http://www.meloo.com




From sebastian at flothow.de  Fri May 17 10:47:40 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Fri, 17 May 2002 16:47:40 +0200
Subject: [rt-users] Changing ticket status on correspondance...
In-Reply-To: <20020517031025.GE361@luggage>
References: <Pine.LNX.4.44.0205162105560.28478-100000@breu.cfu.net>
 <20020517031025.GE361@luggage>
Message-ID: <a05100302b90ac7f752da@[217.185.77.12]>

At 13:10 Uhr +1000 17.5.2002, Phil Homewood wrote:
>     if (
>         ($TicketAsSystem->Status ne 'open') and
>         ($TicketAsSystem->Status ne 'new') and
>         ($TicketAsSystem->Status ne 'stalled')
>        ) {

It seems to me that this would prevent the ticket from getting 
auto-opened when the requestor replies.


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



From sebastian at flothow.de  Fri May 17 10:54:59 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Fri, 17 May 2002 16:54:59 +0200
Subject: [rt-users] "Due" field in ticket creation form doesn't work
Message-ID: <a05100303b90ac8997900@[217.185.77.12]>

Tickets created via WebRT always get the due date set to the time of 
ticket creation, ie. RT honors neither the content of the "Due" form 
field nor the queue configuration (which says tickets should be due 7 
days after creation).
When creating tickets via mail, this 7 day interval works fine.

Any suggestions?
I'd rather not have to run after my users fixing due dates and 
priorities (which, in consequence, get messed up by escalator).


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



From ddm at skillsoft.com  Fri May 17 11:29:59 2002
From: ddm at skillsoft.com (Derek D. Martin)
Date: Fri, 17 May 2002 11:29:59 -0400
Subject: [rt-users] Owner Correspondence Scrip
In-Reply-To: <20020509183701.GK2452@skillsoft.com>
References: <00de01c1f6f0$f04c4a00$3e0a010a@cspeed.com> <20020509153817.GF2452@skillsoft.com> <a0510030cb90057295e26@[217.185.65.184]> <20020509183701.GK2452@skillsoft.com>
Message-ID: <20020517152959.GA2208@skillsoft.com>

On Thu, May 09, 2002 at 02:37:01PM -0400, Derek D. Martin wrote:
> On Thu, May 09, 2002 at 06:42:15PM +0200, Sebastian Flothow wrote:
> >
> > < http://fsck.com/rtfm/article.html?id=5#73 >
> 
>     Are you taking into account that RT should never
>     mail the person performing the action? RT tries to
>     be smart about this. 
> 
> Ok, but, I guess my point is I *want* to receive those e-mails.  So
> who gets to decide what behavior is smart?  :-)
> 
> This is especially useful while trying to configure who gets notified
> when, to verify that everything is working as expected.

Also, we don't let the users use the web interface.  Another reason
allowing senders to receive their own updates is useful is so the
requestor knows their updates got into the system.  If they don't
receive a copy of the update, and the tech assigned to the problem
drops the ball, they really have no way of knowing whether or not
their update even made it into the system.

Am I the only one that cares about this?

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



From sebastian at flothow.de  Fri May 17 11:53:32 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Fri, 17 May 2002 17:53:32 +0200
Subject: [rt-users] Global Keyword Selections
In-Reply-To: <KNELIIBPCGPKMIAOGLMMGENNCBAA.graeme@hosking-online.com>
References: <KNELIIBPCGPKMIAOGLMMGENNCBAA.graeme@hosking-online.com>
Message-ID: <a05100306b90ad751ee90@[217.185.77.16]>

At 12:09 Uhr +0100 17.5.2002, Graeme J Hosking wrote:
>I've just configured my first RT production system and I've noticed that all
>my global keyword selections completely ignore the level depth settings.
>This is only happening on global keywords - queue specific keyword
>selections would seem to honour the depth setting.

The most popular mistake is to create keywords called "foo", 
"foo/bar", "foo/bazola" etc. instead of creating "foo", and then 
"bar", "bazola" etc. below it.
I'm not aware of any actual bugs in the keywords.


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



From rlpowell at digitalkingdom.org  Fri May 17 13:07:49 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Fri, 17 May 2002 10:07:49 -0700
Subject: [rt-users] Owner Correspondence Scrip
In-Reply-To: <20020517152959.GA2208@skillsoft.com>
References: <00de01c1f6f0$f04c4a00$3e0a010a@cspeed.com> <20020509153817.GF2452@skillsoft.com> <a0510030cb90057295e26@[217.185.65.184]> <20020509183701.GK2452@skillsoft.com> <20020517152959.GA2208@skillsoft.com>
Message-ID: <20020517170749.GE5812@digitalkingdom.org>

On Fri, May 17, 2002 at 11:29:59AM -0400, Derek D. Martin wrote:
> On Thu, May 09, 2002 at 02:37:01PM -0400, Derek D. Martin wrote:
> > On Thu, May 09, 2002 at 06:42:15PM +0200, Sebastian Flothow wrote:
> > >
> > > < http://fsck.com/rtfm/article.html?id=5#73 >
> > 
> >     Are you taking into account that RT should never
> >     mail the person performing the action? RT tries to
> >     be smart about this. 
> > 
> > Ok, but, I guess my point is I *want* to receive those e-mails.  So
> > who gets to decide what behavior is smart?  :-)
> > 
> > This is especially useful while trying to configure who gets notified
> > when, to verify that everything is working as expected.
> 
> Also, we don't let the users use the web interface.  Another reason
> allowing senders to receive their own updates is useful is so the
> requestor knows their updates got into the system.  If they don't
> receive a copy of the update, and the tech assigned to the problem
> drops the ball, they really have no way of knowing whether or not
> their update even made it into the system.
> 
> Am I the only one that cares about this?

No, but I think you're the only one who cares as much as you do.

I think you're gonna have to go into the code.

Sorry.

-Robin

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



From rlpowell at digitalkingdom.org  Fri May 17 13:08:20 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Fri, 17 May 2002 10:08:20 -0700
Subject: [rt-users] ExternalContactInfoId...
In-Reply-To: <3ce509c9.18c.0@meloo.com>
References: <3ce509c9.18c.0@meloo.com>
Message-ID: <20020517170820.GF5812@digitalkingdom.org>

On Fri, May 17, 2002 at 03:46:49PM +0000, naoy at levillage.org wrote:
> Hello world
> is anyone know how to use the ExternalContactInfoId to link our
> customer DB with RT??

It might be easier to answer that question if you told us what your
customer DB is.

-Robin

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



From sheeri.kritzer at tufts.edu  Fri May 17 14:32:15 2002
From: sheeri.kritzer at tufts.edu (sheeri.kritzer at tufts.edu)
Date: Fri, 17 May 2002 14:32:15 -0400 (EDT)
Subject: [rt-users] auto-open tickets only for new tickets?
Message-ID: <1021660335.3ce54cafa1bf2@granite.tufts.edu>

One of the complaints I've been getting about RT is that if you comment on a closed ticket, it re-opens it, when all you may be doing is adding information that should really be there.

Would the below "fix" work?  Basically we still want to be able to auto-create tickets via e-mail submission, and talk to RT via e-mail, but if we add information to a resolved ticket (via web or e-mail) we want the ticket to stay resolved.

-Sheeri Kritzer

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

You'll want to look around line 1750 of lib/RT/Ticket.pm for the
code that handles "Ticket auto-opened on incoming correspondence".
     if (
        ($TicketAsSystem->Status ne 'open') and
        ($TicketAsSystem->Status ne 'new')
       ) {

 becomes 

    if (
        ($TicketAsSystem->Status ne 'open') and
        ($TicketAsSystem->Status ne 'new') and
        ($TicketAsSystem->Status ne 'stalled')
       ) { 
or possibly just
     if ($TicketAsSystem->Status eq 'resolved') {



From sheeri.kritzer at tufts.edu  Fri May 17 15:10:17 2002
From: sheeri.kritzer at tufts.edu (sheeri.kritzer at tufts.edu)
Date: Fri, 17 May 2002 15:10:17 -0400 (EDT)
Subject: [rt-users] Fwd: Re: RT
Message-ID: <1021662617.3ce555993c4e1@granite.tufts.edu>

Hey guys, my boss' boss wants to know if there are issues with Mozilla 1.0RC2 with regards to cookies, and RT2.  He's getting requests to login every time he tries to do something.  (RT2 works fine for other people, and worked fine on his old setup).

thanx!

-Sheeri


Saul Tannenbaum wrote:

>
> I should. But I'm doing Mozilla 1.0RC2 and it's getting weird and
> flaky on me.

Ok, I've turned on "ask me about cookies". It asks, I say yes,
I then have to log myself in again.

Could someone ask on the RT list if there are known issues with
Mozilla?

	- Saul




From ddm at skillsoft.com  Fri May 17 15:28:41 2002
From: ddm at skillsoft.com (Derek D. Martin)
Date: Fri, 17 May 2002 15:28:41 -0400
Subject: [rt-users] Fwd: Re: RT
In-Reply-To: <1021662617.3ce555993c4e1@granite.tufts.edu>
References: <1021662617.3ce555993c4e1@granite.tufts.edu>
Message-ID: <20020517192841.GC2208@skillsoft.com>

On Fri, May 17, 2002 at 03:10:17PM -0400, sheeri.kritzer at tufts.edu wrote:
> Hey guys, my boss' boss wants to know if there are issues with
> Mozilla 1.0RC2 with regards to cookies, and RT2.  He's getting
> requests to login every time he tries to do something.  (RT2 works
> fine for other people, and worked fine on his old setup).

Eh, no... I'm using Moz 1.0 rc2 (on Linux) and have had no problems.

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



From ddm at skillsoft.com  Fri May 17 15:30:37 2002
From: ddm at skillsoft.com (Derek D. Martin)
Date: Fri, 17 May 2002 15:30:37 -0400
Subject: [rt-users] Owner Correspondence Scrip
In-Reply-To: <20020517170749.GE5812@digitalkingdom.org>
References: <00de01c1f6f0$f04c4a00$3e0a010a@cspeed.com> <20020509153817.GF2452@skillsoft.com> <a0510030cb90057295e26@[217.185.65.184]> <20020509183701.GK2452@skillsoft.com> <20020517152959.GA2208@skillsoft.com> <20020517170749.GE5812@digitalkingdom.org>
Message-ID: <20020517193037.GD2208@skillsoft.com>

On Fri, May 17, 2002 at 10:07:49AM -0700, Robin Lee Powell wrote:
> > Am I the only one that cares about this?
> 
> No, but I think you're the only one who cares as much as you do.
> 
> I think you're gonna have to go into the code.

Ucky.  It's not that I mind digging in the code. I just don't have
the time.  :(

Oh well...  

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



From josh at saratoga.lib.ny.us  Fri May 17 18:36:47 2002
From: josh at saratoga.lib.ny.us (josh)
Date: Fri, 17 May 2002 18:36:47 -0400
Subject: [rt-users] usable databases
Message-ID: <20020517183622.A15037@saratoga.lib.ny.us>

I am working with a Sun Cobalt RaQ XTR server. It has many features
that I like but uses it's own package mechanism. It also relies very
heavily on Perl and PostgresQL internally for much of its operation.

Currently the RT Manual says that I can use either MySQL v3.23.28 or
higher or PostgreSQL v7.1.1. or higher. Currently available
prepackaged for a Cobalt RaQ server are MySQL v3.23.27 and inexorably
tied to the OS PostgreSQL 7.0.2. I have downloaded RT v2.0.13 and
would like to build it. My RT system has been stopped since I started
up this new server and I'd like to get rt moved over.

I looked at the various announcements and changelog. I've no idea what
is my best choice. I couldn't find what would make MySQL v3.23.28
succeed where v3.23.27 would fail, not if it is something I care
about. What I would like most is to use PostgreSQL since I prefer it
to my other database choices. [ I believe that if Sun is sincere about
their recent pro-linux pronouncements it will be upgraded soon
enough. ]

Can anyone tell me why I shouldn't use the older version of either
MySQL or PostgreSQL? 


-- 
Josh Kuperman                       
josh at saratoga.lib.ny.us




From cwfox at fujitsu.com  Fri May 17 19:07:11 2002
From: cwfox at fujitsu.com (Camron W. Fox)
Date: Fri, 17 May 2002 13:07:11 -1000
Subject: [rt-users] Fwd: Re: RT
In-Reply-To: <1021662617.3ce555993c4e1@granite.tufts.edu>
Message-ID: <KNEOICNGFPAFJMEMGEIBAEJBIEAA.cwfox@fujitsu.com>

Sheeri,

	We're using V1.0RC2 on Linux (Red Hat and Debian), Solaris 8 and WIN2K with
no problems.

Best Regards,
Camron

Camron W. Fox
Director, Systems Engineering
Hilo Office
High Performance Computing Group
Fujitsu America, INC.
E-mail:			cwfox at fujitsu.com
Phone:			(808) 934-4102
Pager:			(808) 934-1290
Cell:				(808) 937-5026



-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of
sheeri.kritzer at tufts.edu
Sent: Friday, May 17, 2002 09:10
To: rt-users at fsck.com
Subject: [rt-users] Fwd: Re: RT


Hey guys, my boss' boss wants to know if there are issues with Mozilla
1.0RC2 with regards to cookies, and RT2.  He's getting requests to login
every time he tries to do something.  (RT2 works fine for other people, and
worked fine on his old setup).

thanx!

-Sheeri


Saul Tannenbaum wrote:

>
> I should. But I'm doing Mozilla 1.0RC2 and it's getting weird and
> flaky on me.

Ok, I've turned on "ask me about cookies". It asks, I say yes,
I then have to log myself in again.

Could someone ask on the RT list if there are known issues with
Mozilla?

	- Saul


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

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




From colleen at darksideproductions.net  Fri May 17 21:38:35 2002
From: colleen at darksideproductions.net (Colleen)
Date: Fri, 17 May 2002 18:38:35 -0700
Subject: [rt-users] default queue
Message-ID: <12F63B1280D5E444930A872E98BF552D6E9CF3@darkside1.darksideproductions.net>

How do you set a queue to default?


Thanks in advance!


Colleen





From shannon at dashdog.com  Fri May 17 22:47:52 2002
From: shannon at dashdog.com (shannon pedersen)
Date: Fri, 17 May 2002 19:47:52 -0700
Subject: [rt-users] Same scrip for different queue not working
References: <12F63B1280D5E444930A872E98BF552D6E9CF3@darkside1.darksideproductions.net>
Message-ID: <001101c1fe16$67f10970$3e0a010a@cspeed.com>

I've created a new queue, set the aliases, and set a couple of the same
scrips that I use for my first queue.

I cannot get "OnCreate NotifyAllWatchers with Template Transaction" to work.
The watchers have permission to be watchers for that queue.  The ticket is
created properly in the database.

I checked my maillog and I am getting two different messages for the two
queues.

The one that works says:
May 17 19:29:49 vid sendmail[2972]: g4I2Tnu02970:
to=watcher1 at company.com,watcher2 at company.com,watcher3 at company.com,
ctladdr=mail (8/12), delay=00:00:00, xdelay=00:00:00, mailer=esmtp,
pri=199008, relay=mailserver.company.com. [10.1.10.201], dsn=2.0.0,
stat=Sent ( <rt-353-1900.13.9737256148778 at company> Queued mail for delivery)
<-- And yes, this does get sent.

The one that doesn't says:
May 17 19:39:11 vid sendmail[2986]: g4I2dAG02985:
to="|/user/local/rt2/bin/rt-mailgate --queue shipping --action correspond",
ctladdr=<rt at rt.company.com> (8/0), delay=00:00:01, xdelay=00:00:01,
mailer=prog, pri=30171, dsn=2.0.0, stat=Sent

So, as you can see, it isn't even placing the correct "To" information, mail
information, or getting the relay at all.  I'm rather stumped because the
aliases for the two queues are identical except for the email addresses and
the name of the queue itself.

Any insight anyone might have would be greatly appreciated.

Thanks,
shannon pedersen





From shannon at dashdog.com  Fri May 17 23:00:33 2002
From: shannon at dashdog.com (shannon pedersen)
Date: Fri, 17 May 2002 20:00:33 -0700
Subject: [rt-users] Same scrip for different queue not working
References: <12F63B1280D5E444930A872E98BF552D6E9CF3@darkside1.darksideproductions.net> <001101c1fe16$67f10970$3e0a010a@cspeed.com>
Message-ID: <001a01c1fe18$2d709e30$3e0a010a@cspeed.com>

Sorry to reply to my own message, but I wanted to clarify...

The second log message I note appears right before the first log message as
well (but for that queue)...the second queue never gets to the "send to
actual people" log.

Thanks,
-shannon

----- Original Message -----
> The one that works says:
> May 17 19:29:49 vid sendmail[2972]: g4I2Tnu02970:
> to=watcher1 at company.com,watcher2 at company.com,watcher3 at company.com,
> ctladdr=mail (8/12), delay=00:00:00, xdelay=00:00:00, mailer=esmtp,
> pri=199008, relay=mailserver.company.com. [10.1.10.201], dsn=2.0.0,
> stat=Sent ( <rt-353-1900.13.9737256148778 at company> Queued mail for
delivery)
> <-- And yes, this does get sent.
>
> The one that doesn't says:
> May 17 19:39:11 vid sendmail[2986]: g4I2dAG02985:
> to="|/user/local/rt2/bin/rt-mailgate --queue shipping --action
correspond",
> ctladdr=<rt at rt.company.com> (8/0), delay=00:00:01, xdelay=00:00:01,
> mailer=prog, pri=30171, dsn=2.0.0, stat=Sent





From shannon at dashdog.com  Fri May 17 23:13:04 2002
From: shannon at dashdog.com (shannon pedersen)
Date: Fri, 17 May 2002 20:13:04 -0700
Subject: [rt-users] Same scrip for different queue not working
References: <12F63B1280D5E444930A872E98BF552D6E9CF3@darkside1.darksideproductions.net> <001101c1fe16$67f10970$3e0a010a@cspeed.com> <001a01c1fe18$2d709e30$3e0a010a@cspeed.com>
Message-ID: <000701c1fe19$ed7d1680$3e0a010a@cspeed.com>

Clearly, I should be shot for sending three emails for one thing...

But now it works.

The only difference is that I closed my instance of RT after deleting and
recreating the scrips (for the 50th time).  Then, when the email was sent to
RT, RT sent an email to the watchers.

I'd still be curious to know if anyone has experienced this behavior before.

Thanks,
-shannon pedersen




From cwfox at fujitsu.com  Fri May 17 23:49:44 2002
From: cwfox at fujitsu.com (Camron W. Fox)
Date: Fri, 17 May 2002 17:49:44 -1000
Subject: [rt-users] Template Tokens
Message-ID: <KNEOICNGFPAFJMEMGEIBAEJGIEAA.cwfox@fujitsu.com>

Is there a tutorial or some docs on how to build and modify templates?

Best Regards,
Camron

Camron W. Fox 
Hilo Office 
High Performance Computing Group 
Fujitsu America, INC. 
E-mail:			cwfox at fujitsu.com 
Phone:			(808) 934-4102 
Pager:			(808) 934-1290
Cell:			(808) 937-5026  






From sebastian at flothow.de  Sat May 18 12:19:57 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Sat, 18 May 2002 18:19:57 +0200
Subject: [rt-users] Owner Correspondence Scrip
In-Reply-To: <20020517152959.GA2208@skillsoft.com>
References: <00de01c1f6f0$f04c4a00$3e0a010a@cspeed.com>
 <20020509153817.GF2452@skillsoft.com>
 <a0510030cb90057295e26@[217.185.65.184]>
 <20020509183701.GK2452@skillsoft.com>
 <20020517152959.GA2208@skillsoft.com>
Message-ID: <a05100306b90c2efc224d@[217.185.65.185]>

At 11:29 Uhr -0400 17.5.2002, Derek D. Martin wrote:
>If they don't
>receive a copy of the update, and the tech assigned to the problem
>drops the ball, they really have no way of knowing whether or not
>their update even made it into the system.

I think it's reasonable to assume that the update made it into the 
system unless one receives a failure notification - that's the way 
e-mail works (and paper mail too).
Personally, I'd be rather annoyed if I received an auto-response for 
each update.


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



From sebastian at flothow.de  Sat May 18 15:25:47 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Sat, 18 May 2002 21:25:47 +0200
Subject: [rt-users] What is AdminCc?
Message-ID: <a05100314b90c5a6a573b@[217.185.65.185]>

What does AdminCc mean, and how does it differ from Cc?
I'm just curious - my RT installation does what I want it to, but I'd 
like to know *why*.
(Yes, I did RTFM, but couldn't find anything.)

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



From rich+rt at lafferty.ca  Sat May 18 17:52:24 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Sat, 18 May 2002 17:52:24 -0400
Subject: [rt-users] What is AdminCc?
In-Reply-To: <a05100314b90c5a6a573b@[217.185.65.185]>; from sebastian@flothow.de on Sat, May 18, 2002 at 09:25:47PM +0200
References: <a05100314b90c5a6a573b@[217.185.65.185]>
Message-ID: <20020518175223.N29427@lafferty.ca>

On Sat, May 18, 2002 at 09:25:47PM +0200, Sebastian Flothow (sebastian at flothow.de) wrote:
> What does AdminCc mean, and how does it differ from Cc?
> I'm just curious - my RT installation does what I want it to, but I'd 
> like to know *why*.

Well, it all depends on the scrips you set up. With these scrips,

  OnCreate AutoreplyToRequestors with template Autoreply
  OnCreate NotifyAdminCcs with template Transaction 
  OnCorrespond NotifyAllWatchers with template Correspondence 
  OnCorrespond NotifyOtherRecipients with template Correspondence 
  OnComment NotifyAdminCcsAsComment with template AdminComment 
  OnComment NotifyOtherRecipientsAsComment with template Correspondence 

then AdminCcs get comments, but Ccs only get correspondance. We're
using it locally so that you've got the following types of watchers:

   Requestor: The person that opened the ticket, or the person that
       should have but had someone else do it for them. (Always
       a customer, in other words.)

   Cc: Other people who have some interest in seeing what the 
       requestor sees; maybe their VAR, maybe a coworker at their
       site, or maybe the requestor said "Please reply to these two
       addresses". (Almost always a customer.)

   AdminCc: *Our* employees who want to see not only what the
       requestor sees, but the internal stuff too -- transactions
       and comments-not-sent-to-requestor and so forth. (Never
       a customer.) Read "Admin" as "Internal" if it helps.

But really you can use them for anything you want if you set up scrips
to do what you desire -- I think the above captures the intent, though.

Oh, I just found what I wrote when someone within our organization
asked that. I said,

-------- cut here --------

Watchers are (essentially) people that get email about tickets.
Watchers can be added globally (all queues), per-queue, or per-ticket.
Right now, watchers can only be individual users, not groups. I expect
this to change.

There are three sorts of watchers:

  1. Requestors: People making the request to support/sysadmin/whoever.
     Requestors traditionally see only correspondence.

  2. CCs: People that aren't the Requestor but who should see the public
     part of the ticket by mail. Coworkers of partners, partners who
     ask for replies to home and work addresses, etc.

  3. AdminCCs: People inside the organization that should see the public
     and private parts of the ticket (and in some queues every
     transaction.)

-------- cut here --------

Anyone have any quibbles with that bit between "cut here"s? If not,
I'll add to it a bit and stick it in the manual.
  
Hope this helps,

  -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 bshelton-rtuser at online-isp.com  Sun May 19 18:24:18 2002
From: bshelton-rtuser at online-isp.com (Brad Shelton)
Date: Sun, 19 May 2002 18:24:18 -0400
Subject: [rt-users] What is AdminCc?
Message-ID: <20020519182418.A29972@ole.net>

I'm still running an old rt 1.07 and want to convert it to 2.x.

Forgot the password.

Anybody know how to help me off the hook?

I don't want to lose the database of the old config.


Thanks in advance.

-- 
Brad Shelton  On Line Exchange  http://www.ole.net
Phone: 313-961-7100		Fax: 313-961-7101



From pdh at snapgear.com  Sun May 19 20:07:13 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 20 May 2002 10:07:13 +1000
Subject: [rt-users] Changing ticket status on correspondance...
In-Reply-To: <a05100302b90ac7f752da@[217.185.77.12]>
References: <Pine.LNX.4.44.0205162105560.28478-100000@breu.cfu.net> <20020517031025.GE361@luggage> <a05100302b90ac7f752da@[217.185.77.12]>
Message-ID: <20020520000713.GQ362@luggage>

Sebastian Flothow wrote:
> At 13:10 Uhr +1000 17.5.2002, Phil Homewood wrote:
> >    if (
> >        ($TicketAsSystem->Status ne 'open') and
> >        ($TicketAsSystem->Status ne 'new') and
> >        ($TicketAsSystem->Status ne 'stalled')
> >       ) {
> 
> It seems to me that this would prevent the ticket from getting 
> auto-opened when the requestor replies.

I understood this to be what the original author required.
However, re-reading his request, it's a little ambiguous.

If only requestor-originated correspondence causes a
stalled->open transition, logic needs to be added to
work out what kind of watcher (if any) is making the
correspondence before it changes the status.



From pdh at snapgear.com  Sun May 19 20:14:17 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 20 May 2002 10:14:17 +1000
Subject: [rt-users] auto-open tickets only for new tickets?
In-Reply-To: <1021660335.3ce54cafa1bf2@granite.tufts.edu>
References: <1021660335.3ce54cafa1bf2@granite.tufts.edu>
Message-ID: <20020520001417.GR362@luggage>

sheeri.kritzer at tufts.edu wrote:
> Would the below "fix" work?  Basically we still want to be able to
> auto-create tickets via e-mail submission, and talk to RT via e-mail,
> but if we add information to a resolved ticket (via web or e-mail)
> we want the ticket to stay resolved.

If you want it to never auto-open, just comment out that code
entirely. If you still want stalled tickets to auto-open, 

     if ($TicketAsSystem->Status eq 'stalled') {

should do the trick.

This really should be scrip-able. But I'd be quite
surprised if that wasn't the plan for 2.2 :-)

Actually, you could pretty much scrip it now. Comment out
the code in question, and add some ScripActions... something
like

OnCorrespond OpenTicketIfResolved with template Blank
OnCorrespond OpenTicketIfStalled with template Blank
OnCorrespond OpenTicketIfStalled with template Blank

and maybe even a new ScripCondition for the original problem,

OnRequestorMail OpenTicket with template Blank




From rich+rt at lafferty.ca  Sun May 19 20:21:52 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Sun, 19 May 2002 20:21:52 -0400
Subject: [rt-users] What is AdminCc?
In-Reply-To: <20020519182418.A29972@ole.net>; from bshelton-rtuser@online-isp.com on Sun, May 19, 2002 at 06:24:18PM -0400
References: <20020519182418.A29972@ole.net>
Message-ID: <20020519202151.O29427@lafferty.ca>

On Sun, May 19, 2002 at 06:24:18PM -0400, Brad Shelton (bshelton-rtuser at online-isp.com) wrote:
> I'm still running an old rt 1.07 and want to convert it to 2.x.
> 
> Forgot the password.
> 
> Anybody know how to help me off the hook?
> 
> I don't want to lose the database of the old config.

Forgot *which* password? (Database? 'root'? Your user?)

  -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 bshelton-rtuser at online-isp.com  Sun May 19 20:30:55 2002
From: bshelton-rtuser at online-isp.com (Brad Shelton)
Date: Sun, 19 May 2002 20:30:55 -0400
Subject: [rt-users] What is AdminCc?
In-Reply-To: <20020519202151.O29427@lafferty.ca>
References: <20020519182418.A29972@ole.net> <20020519202151.O29427@lafferty.ca>
Message-ID: <20020519203055.B28034@ole.net>

On Sun, May 19, 2002 at 08:21:52PM -0400, Rich Lafferty wrote:
> On Sun, May 19, 2002 at 06:24:18PM -0400, Brad Shelton (bshelton-rtuser at online-isp.com) wrote:
> > I'm still running an old rt 1.07 and want to convert it to 2.x.
> > 
> > Forgot the password.
> > 
> > Anybody know how to help me off the hook?
> > 
> > I don't want to lose the database of the old config.
> 
> Forgot *which* password? (Database? 'root'? Your user?)

RT user for access to the databases.


-- 
Brad Shelton  On Line Exchange  http://www.ole.net
Phone: 313-961-7100		Fax: 313-961-7101



From dani at intelideas.com  Sun May 19 20:39:27 2002
From: dani at intelideas.com (Daniel Concepcion)
Date: Mon, 20 May 2002 02:39:27 +0200 (CEST)
Subject: [rt-users] What is AdminCc?
In-Reply-To: <20020519203055.B28034@ole.net>
Message-ID: <Pine.LNX.4.33.0205200237330.27734-100000@s1.claudio-coello.intelideas.com>


On Sun, 19 May 2002, Brad Shelton wrote:

> On Sun, May 19, 2002 at 08:21:52PM -0400, Rich Lafferty wrote:
> > On Sun, May 19, 2002 at 06:24:18PM -0400, Brad Shelton (bshelton-rtuser at online-isp.com) wrote:
> > > I'm still running an old rt 1.07 and want to convert it to 2.x.
> > >
> > > Forgot the password.
> > >
> > > Anybody know how to help me off the hook?
> > >
> > > I don't want to lose the database of the old config.
> >
> > Forgot *which* password? (Database? 'root'? Your user?)
>
> RT user for access to the database

Try talk with you database admin, He could change your rt password.
Other option is read the database manual.


Regards,

Daniel
Intelideas





From sheeri.kritzer at tufts.edu  Sun May 19 20:54:25 2002
From: sheeri.kritzer at tufts.edu (sheeri.kritzer at tufts.edu)
Date: Sun, 19 May 2002 20:54:25 -0400 (EDT)
Subject: [rt-users] auto-open tickets only for new tickets?
In-Reply-To: <20020520001417.GR362@luggage>
References: <1021660335.3ce54cafa1bf2@granite.tufts.edu>
 <20020520001417.GR362@luggage>
Message-ID: <1021856065.3ce84941364e5@granite.tufts.edu>

Quoting Phil Homewood <pdh at snapgear.com>:


> If you want it to never auto-open, just comment out that code
> entirely. If you still want stalled tickets to auto-open, 
> 
>      if ($TicketAsSystem->Status eq 'stalled') {
> 
> should do the trick.

Hrm.  It might be implicit in your answer, but what I want to know is:

If I code out the auto-opening functionality, will it still create new tickets
when it is e-mailed (without the [hostname.com #<number>] subject line)?

Sheeri Kritzer



From pdh at snapgear.com  Sun May 19 21:04:34 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 20 May 2002 11:04:34 +1000
Subject: [rt-users] auto-open tickets only for new tickets?
In-Reply-To: <1021856065.3ce84941364e5@granite.tufts.edu>
References: <1021660335.3ce54cafa1bf2@granite.tufts.edu> <20020520001417.GR362@luggage> <1021856065.3ce84941364e5@granite.tufts.edu>
Message-ID: <20020520010434.GV362@luggage>

sheeri.kritzer at tufts.edu wrote:
> Hrm.  It might be implicit in your answer, but what I want to know is:
> 
> If I code out the auto-opening functionality, will it still create new tickets
> when it is e-mailed (without the [hostname.com #<number>] subject line)?

Yes. The auto-open code is just for status changes to open; it
doesn't affect creation of tickets.



From vsra at lucent.com  Mon May 20 01:33:54 2002
From: vsra at lucent.com (V S R A, Prasad (Prasad))
Date: Mon, 20 May 2002 11:03:54 +0530
Subject: [rt-users] What is AdminCc?
Message-ID: <B0BADCAFF5CDD211989700805F85E3F60ADD49FA@ii0015exch001u.iprc.lucent.com>

Doesn't this work?
/path/to/rt2/bin/rtadmin --user=root --password="<newpassword>" 

regards

-----Original Message-----
From: Brad Shelton [mailto:bshelton-rtuser at online-isp.com]
Sent: Monday, May 20, 2002 6:01 AM
To: RT Users mailing list
Subject: Re: [rt-users] What is AdminCc?


On Sun, May 19, 2002 at 08:21:52PM -0400, Rich Lafferty wrote:
> On Sun, May 19, 2002 at 06:24:18PM -0400, Brad Shelton
(bshelton-rtuser at online-isp.com) wrote:
> > I'm still running an old rt 1.07 and want to convert it to 2.x.
> > 
> > Forgot the password.
> > 
> > Anybody know how to help me off the hook?
> > 
> > I don't want to lose the database of the old config.
> 
> Forgot *which* password? (Database? 'root'? Your user?)

RT user for access to the databases.


-- 
Brad Shelton  On Line Exchange  http://www.ole.net
Phone: 313-961-7100		Fax: 313-961-7101

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

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



From wash at wananchi.biz  Mon May 20 07:13:44 2002
From: wash at wananchi.biz (Odhiambo Washington)
Date: Mon, 20 May 2002 14:13:44 +0300
Subject: [rt-users] ExternalContactInfoId...
In-Reply-To: <20020517170820.GF5812@digitalkingdom.org>
References: <3ce509c9.18c.0@meloo.com> <20020517170820.GF5812@digitalkingdom.org>
Message-ID: <20020520111344.GC15370@ns2.wananchi.com>

* Robin Lee Powell <rlpowell at digitalkingdom.org> [20020517 20:15]: wrote:
> On Fri, May 17, 2002 at 03:46:49PM +0000, naoy at levillage.org wrote:
> > Hello world
> > is anyone know how to use the ExternalContactInfoId to link our
> > customer DB with RT??
> 
> It might be easier to answer that question if you told us what your
> customer DB is.


Hello Robin,

I am also interested in this thread, and my customers are in an Oracle
DB ;)




        cheers
       - wash 
----------------------------------+-----------------------------------------
 Odhiambo Washington, wash at wananchi.com	. WANANCHI ONLINE LTD (Nairobi, KE)
 http://ns2.wananchi.com/~wash/		. 1ere Etage, Loita Hse, Loita St.,
 GSM: (254) 722 743 223			. # 10286, 00100 NAIROBI
----------------------------------+-----------------------------------------
"Oh My God! They killed init! You Bastards!"  
						 --from a /. post

++
``That Ariel Sharon. Boy, he sure is controversial.
  Most Western countries would have to have a military coup
  before they enjoyed a leader of that caliber.'' (Sydney Webb)




From ddm at skillsoft.com  Mon May 20 10:54:55 2002
From: ddm at skillsoft.com (Derek D. Martin)
Date: Mon, 20 May 2002 10:54:55 -0400
Subject: [rt-users] Owner Correspondence Scrip
In-Reply-To: <a05100306b90c2efc224d@[217.185.65.185]>
References: <00de01c1f6f0$f04c4a00$3e0a010a@cspeed.com> <20020509153817.GF2452@skillsoft.com> <a0510030cb90057295e26@[217.185.65.184]> <20020509183701.GK2452@skillsoft.com> <20020517152959.GA2208@skillsoft.com> <a05100306b90c2efc224d@[217.185.65.185]>
Message-ID: <20020520145455.GA2178@skillsoft.com>

On Sat, May 18, 2002 at 06:19:57PM +0200, Sebastian Flothow wrote:
> At 11:29 Uhr -0400 17.5.2002, Derek D. Martin wrote:
> >If they don't
> >receive a copy of the update, and the tech assigned to the problem
> >drops the ball, they really have no way of knowing whether or not
> >their update even made it into the system.
> 
> I think it's reasonable to assume that the update made it into the 
> system unless one receives a failure notification - that's the way 
> e-mail works (and paper mail too).

One has to wonder if you've ever managed e-mail for a large company...
Misconfigurations often cause mail to vanish into thin air.  Mail
spools filling up could cause this also.  People make mistakes; these
things happen.  Additionally, if there were a problem with the
mailgate program, but that problem did not cause the mailgate program
to exit with a non-zero exit status, you would not receive a failure
notification.

There are lots of reasons why mail might not make it into the system,
but no failure notification gets generated.  Your assumption is
definitely not reasonable.  It would only be reasonable if the mail
system you're using could be 100% guaranteed not to ever fail, and the
mail-gate program was guaranteed to be 100% flawless.  Obviously,
assuming either of these conditions would be foolish.

> Personally, I'd be rather annoyed if I received an auto-response for 
> each update.

Which is very much why I suggested a configurable option.

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



From ddm at skillsoft.com  Mon May 20 11:05:55 2002
From: ddm at skillsoft.com (Derek D. Martin)
Date: Mon, 20 May 2002 11:05:55 -0400
Subject: [rt-users] Owner Correspondence Scrip
In-Reply-To: <20020520145455.GA2178@skillsoft.com>
References: <00de01c1f6f0$f04c4a00$3e0a010a@cspeed.com> <20020509153817.GF2452@skillsoft.com> <a0510030cb90057295e26@[217.185.65.184]> <20020509183701.GK2452@skillsoft.com> <20020517152959.GA2208@skillsoft.com> <a05100306b90c2efc224d@[217.185.65.185]> <20020520145455.GA2178@skillsoft.com>
Message-ID: <20020520150555.GB2178@skillsoft.com>

On Mon, May 20, 2002 at 10:54:55AM -0400, Derek D. Martin wrote:
> > Personally, I'd be rather annoyed if I received an auto-response for 
> > each update.
> 
> Which is very much why I suggested a configurable option.

Ideally, what I'd like to see is an option to configure this on a
per-user basis; i.e. each user could set this option in their
preferences or somewhere.  A coworker (the manager of our equivalent
of a helpdesk) was also looking for this option, while we were getting
things set up.  Ordinarily, he's fine with not receiving such mail;
but as the person responsible for the RT system, I still want to get
them all the time, so that if I'm NOT receiving them, I know there's a
problem.  Most users probably won't want to get them, ordinarily.

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



From sebastian at flothow.de  Mon May 20 13:52:40 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Mon, 20 May 2002 19:52:40 +0200
Subject: [rt-users] What is AdminCc?
In-Reply-To: <20020519203055.B28034@ole.net>
References: <20020519182418.A29972@ole.net>
 <20020519202151.O29427@lafferty.ca> <20020519203055.B28034@ole.net>
Message-ID: <a05100300b90ee833bd8e@[217.185.77.6]>

At 20:30 Uhr -0400 19.5.2002, Brad Shelton wrote:
>  > Forgot *which* password? (Database? 'root'? Your user?)
>
>RT user for access to the databases.

Shouldn't that be in config.pm?


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



From rlpowell at digitalkingdom.org  Mon May 20 14:13:15 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Mon, 20 May 2002 11:13:15 -0700
Subject: [rt-users] What is AdminCc?
In-Reply-To: <20020518175223.N29427@lafferty.ca>
References: <a05100314b90c5a6a573b@[217.185.65.185]> <20020518175223.N29427@lafferty.ca>
Message-ID: <20020520181315.GH11400@digitalkingdom.org>

On Sat, May 18, 2002 at 05:52:24PM -0400, Rich Lafferty wrote:
> -------- cut here --------
> 
> Watchers are (essentially) people that get email about tickets.
> Watchers can be added globally (all queues), per-queue, or per-ticket.
> Right now, watchers can only be individual users, not groups. I expect
> this to change.
> 
> There are three sorts of watchers:
> 
>   1. Requestors: People making the request to support/sysadmin/whoever.
>      Requestors traditionally see only correspondence.
> 
>   2. CCs: People that aren't the Requestor but who should see the public
>      part of the ticket by mail. Coworkers of partners, partners who
>      ask for replies to home and work addresses, etc.
> 
>   3. AdminCCs: People inside the organization that should see the public
>      and private parts of the ticket (and in some queues every
>      transaction.)
> 
> -------- cut here --------
> 
> Anyone have any quibbles with that bit between "cut here"s? If not,
> I'll add to it a bit and stick it in the manual.

Well, since you asked for quibbles, the use of the word 'partners' is
probably rather specific to your organization.

-Robin

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



From colleen at darksideproductions.net  Mon May 20 14:36:24 2002
From: colleen at darksideproductions.net (Colleen)
Date: Mon, 20 May 2002 11:36:24 -0700
Subject: FW: [rt-users] group rights regarding resolving tickets
Message-ID: <12F63B1280D5E444930A872E98BF552D6E9CFC@darkside1.darksideproductions.net>

> -----Original Message-----
> From: Robin Lee Powell [mailto:rlpowell at digitalkingdom.org]
> Sent: Friday, May 03, 2002 8:57 AM
> On Thu, May 02, 2002 at 06:57:54PM -0700, Colleen wrote:
> > Hi,
> >
> >
> > I was wondering if it were possible to keep a "group" from resolving
> > tickets?
> >
> > I have a group of people, "foo", who do some work and another group,
> > "bar" that checks to see if it is done.   Is there a "group right"
or
> > "user right" regarding resolving tickets included in RT?
>
> As far as I can see, just "Modify Ticket".

Modify Ticket == Own a ticket / Comment on a ticket
 
But if a user can "Own a ticket" and "comment on a ticket", they are
probably still able to resolve it, right?
 
Is there absolutely no way to keep someone from resolving?
 
 
Thanks!

Colleen



From Richard.E.Brown at DARTWARE.COM  Mon May 20 14:57:04 2002
From: Richard.E.Brown at DARTWARE.COM (Richard E. Brown)
Date: 20 May 2002 14:57:04 EDT
Subject: [rt-users] Perl version mismatch (5.6.0 vs 5.6.1)
Message-ID: <159444@blitz1.dartware.com>

An embedded and charset-unspecified text was scrubbed...
Name: not available
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20020520/076f1c7f/attachment.ksh>

From khera at kcilink.com  Mon May 20 15:03:41 2002
From: khera at kcilink.com (Vivek Khera)
Date: Mon, 20 May 2002 15:03:41 -0400
Subject: [rt-users] Perl version mismatch (5.6.0 vs 5.6.1)
In-Reply-To: <159444@blitz1.dartware.com>
References: <159444@blitz1.dartware.com>
Message-ID: <15593.18573.71189.471812@onceler.kciLink.com>

>>>>> "REB" == Richard E Brown <Richard.E.Brown at DARTWARE.COM> writes:

REB> [root at blitz1 i386-linux]# /usr/local/apache/bin/apachectl start
REB> [Mon May 20 14:43:27 2002] [error] Perl lib version (v5.6.1) doesn't match
REB> executable version (v5.6.0) at /usr/lib/perl5/5.6.0/Config.pm line 21.
REB> .... blah blah blah...

REB> My guess is that up2date has updated my perl to 5.6.1, but since I'd never
REB> restarted, the old (5.6.0) perl was running happliy.

mod_perl embeds perl into your apache.  If you upgrade perl around it,
you need to re-build mod_perl to use the upgraded perl stuff (ie, you
have to update the embedded perl bits within apache).

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



From Gilles-Eric.Descamps at SiliconAccess.com  Mon May 20 15:51:11 2002
From: Gilles-Eric.Descamps at SiliconAccess.com (Gilles-Eric Descamps)
Date: Mon, 20 May 2002 12:51:11 -0700
Subject: [rt-users] rt 2.0.13/RedHat 7.1: Can't get ticket submission by mail to work
 .
Message-ID: <39C962D95C62CE47813FAF5341E6C8710B23A8@sa-usa-sj-po.sanjose.siliconaccess.com>

 
Hi,
 
I've just "upgraded" my rt 1.0.7 to rt 2.0.13.
 
However, I cannot manage to get the mail interface to work:
I'm using RedHat 7.1 with sendmail and /etc/smrsh/rt-mailgate
 
Mails are returned with:
----- The following addresses had permanent fatal errors -----

|"/u/rt/rt2i/bin/rt2i-mailgate --queue sanjose --action correspond"

(reason: 2)

(expanded from: <help-sjc at engapp1.sanjose.siliconaccess.com>)

----- Transcript of session follows -----

Can't locate config.pm in @INC (@INC contains: /u/rt/rt2i/etc /u/rt/rt2i/lib
/usr/lib/perl5/5.6.1/i686-linux /usr/lib/perl5/5.6.1
/usr/lib/perl5/site_perl/5.6.1/i686-linux /usr/lib/perl5/site_perl/5.6.1
/usr/lib/perl5/site_perl /usr/lib/perl5/5.6.0 /usr/lib/perl5/site_perl/5.6.0
/usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/local/lib/perl5/5.00503
/usr/local/lib/perl5/site_perl/5.005 .) at
/u/rt/rt2i/lib/RT/Interface/Email.pm line 107.

BEGIN failed--compilation aborted at /u/rt/rt2i/lib/RT/Interface/Email.pm
line 107.

Compilation failed in require at /etc/smrsh/rt2i-mailgate line 30.

BEGIN failed--compilation aborted at /etc/smrsh/rt2i-mailgate line 30.

554 5.3.0 |"/u/rt/rt2i/bin/rt2i-mailgate --queue sanjose --action
correspond"... unknown mailer error 2

 

One way to solve this is to give read permissions to everybody

to /u/rt/rt2i/etc/config.pm

 

Then rt works, but then, I have a security hole :-(

 

What did I miss ?

 

Thanks,

 

--
Gilles-Eric DESCAMPS, SILICON ACCESS NETWORKS
<        Enabling the Future Internet       >
211 River Oaks Parkway  - San Jose, CA, 95134
mailto:Gilles-Eric.Descamps at SiliconAccess.com
"Sed quis custodiet ipsos custodes ?"

 



From cboyd at goal.apogeetelecom.com  Mon May 20 16:22:29 2002
From: cboyd at goal.apogeetelecom.com (Chris Boyd)
Date: Mon, 20 May 2002 15:22:29 -0500 (CDT)
Subject: [rt-users] Installing RT on FreeBSD 4.5?
Message-ID: <200205202022.g4KKMTE15560@goal.apogeetelecom.com>

OK, I've finally satisfied all the dependencies, but now I'm getting an
"Internal Server Error" from the web server.

When I start Apache, I get this message:
Unquoted string "true" may clash with future reserved word at
/usr/local/rt/rt2/ etc/config.pm line 118.

I have Apache 1.3.22
mod_perl 1.26
Perl 5.6.1

I have been following the installation guidelines from the RT doc, fwiw.
Any hints appreciated.



From khera at kcilink.com  Mon May 20 16:23:22 2002
From: khera at kcilink.com (Vivek Khera)
Date: Mon, 20 May 2002 16:23:22 -0400
Subject: [rt-users] Installing RT on FreeBSD 4.5?
In-Reply-To: <200205202022.g4KKMTE15560@goal.apogeetelecom.com>
References: <200205202022.g4KKMTE15560@goal.apogeetelecom.com>
Message-ID: <15593.23354.509138.826018@onceler.kciLink.com>

>>>>> "CB" == Chris Boyd <cboyd at goal.apogeetelecom.com> writes:

CB> I have Apache 1.3.22
CB> mod_perl 1.26
CB> Perl 5.6.1


RT works great on FreeBSD 4.x

Be sure that you have the latest apache 1.3.  Then, make sure your
mod_perl is built and linked against perl5.6.1 (not the system perl).

Then make sure that your modules are all up to date:

perl -MCPAN -e shell

make sure your CPAN is the newest "install Bundle::CPAN" and then
"reload CPAN".

then type "r" to see the outdated modules, then "install XXX" for each
outdated module.

Also, make sure the dependency script that comes with RT reports
nothing outdated.



From seth at ttsg.com  Mon May 20 16:38:18 2002
From: seth at ttsg.com (seth)
Date: Mon, 20 May 2002 16:38:18 -0400
Subject: [rt-users] Installing RT on FreeBSD 4.5?
References: <200205202022.g4KKMTE15560@goal.apogeetelecom.com>
Message-ID: <3CE95EB9.90201@ttsg.com>

Chris Boyd wrote:

>
>
>When I start Apache, I get this message:
>Unquoted string "true" may clash with future reserved word at
>/usr/local/rt/rt2/ etc/config.pm line 118.
>

 Looks like its a syntax error in your config.pm on line 118

make sure your setting stuff like

$ParseNewMessageForTicketCcs = undef;
to
$ParseNewMessageForTicketCcs = 1;

instead of the word true.

-seth




From breu at cfu.net  Mon May 20 16:48:09 2002
From: breu at cfu.net (Joe Breu)
Date: Mon, 20 May 2002 15:48:09 -0500 (CDT)
Subject: [rt-users] merging problem...
Message-ID: <Pine.LNX.4.44.0205201547200.5781-100000@breu.cfu.net>

I have 2 tickets, #410 and #411.  I set the parent of 410 to 411 and then 
merged 410 into 411.  The children tree for 411 shows 411 as a child, over 
and over and over.  Is this a known bug?


-- 

Thanks,

---------------------------------------------------------
Joseph W. Breu, CCNA             fax : +1.319.266.8158
Senior Network Administrator     url : http://www.cfu.net
Cedar Falls Utilities

                question = ( to ) ? be : ! be;
		              -- Wm. Shakespeare




From y2kill at boldfish.com  Mon May 20 20:32:14 2002
From: y2kill at boldfish.com (Dave Young)
Date: 20 May 2002 17:32:14 -0700
Subject: [rt-users] tar.gz attachment strangeness -- rt-2-0-13
Message-ID: <1021941139.23778.73.camel@hat-trick.boldfish.com>

Hi, I cannot seem to figure this out, basically I can send almost any
attachment, except for certain tar.gz that contain text, well, sorta, I
can't seem to correlate it to one thing (content type, filename,
extension, etc.) let me try to explain:

the alias is simple:

iij-project-admin: "|/var/www/rt2/bin/rt-mailgate --queue iij-project
--action correspond", test

test is appended just to test the attachment problem, he does get all
the attachments.

in test's mailbox I see:

Content-Disposition: attachment; filename=delpart.exe
Content-Type: application/x-ms-dos-executable; name=delpart.exe

the above makes it into RT

Content-Disposition: attachment; filename=putty.zip
Content-Type: application/zip; name=putty.zip

also makes it

Content-Disposition: attachment; filename=iij-patch.21828.tar.gz
Content-Type: application/x-gzip; name=iij-patch.21828.tar.gz

DOES NOT MAKE IT!!!!  it just isn't there..

this file contains a tar file, which then contains a few text files and
some jar files...

I've changed the file name, zipped it, still nothing, ie:

Content-Disposition: attachment; filename=iij-patch-21828.tar.gz.zip
Content-Type: application/zip; name=iij-patch-21828.tar.gz.zip

still does not make it into RT!

Content-Disposition: attachment; filename=rsync.bat.tar.gz
Content-Type: application/x-gzip; name=rsync.bat.tar.gz

this DOES make it into RT, it's another text file, that's tarred and
gzipped....



If anyone could shed some light on this, it would be greatly appreciated


Thanks!


--Dave












From pdh at snapgear.com  Mon May 20 20:40:39 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 21 May 2002 10:40:39 +1000
Subject: [rt-users] tar.gz attachment strangeness -- rt-2-0-13
In-Reply-To: <1021941139.23778.73.camel@hat-trick.boldfish.com>
References: <1021941139.23778.73.camel@hat-trick.boldfish.com>
Message-ID: <20020521004039.GU371@luggage>

Dave Young wrote:
> Hi, I cannot seem to figure this out, basically I can send almost any
> attachment, except for certain tar.gz that contain text, well, sorta, I
> can't seem to correlate it to one thing (content type, filename,
> extension, etc.) let me try to explain:

How about size? Check your config.pm for $MaxAttachmentSize, as well
as mysql's "max_allowed_packet" (assuming you do use mysql).



From y2kill at boldfish.com  Mon May 20 21:08:34 2002
From: y2kill at boldfish.com (Dave Young)
Date: 20 May 2002 18:08:34 -0700
Subject: [rt-users] tar.gz attachment strangeness -- rt-2-0-13
In-Reply-To: <20020521004039.GU371@luggage>
References: <1021941139.23778.73.camel@hat-trick.boldfish.com> 
	<20020521004039.GU371@luggage>
Message-ID: <1021943314.26120.103.camel@hat-trick.boldfish.com>

On Mon, 2002-05-20 at 17:40, Phil Homewood wrote:

 > How about size? Check your config.pm for $MaxAttachmentSize, as well
> as mysql's "max_allowed_packet" (assuming you do use mysql).
> 

It can't possibly be that simple, look at all the work I put into
narrowing down the problem!!!!


oh wait, it is that simple


I had:

[mysqldump]

set-variable    = max_allowed_packet=16M


instead of:

[mysqld]


ummm, duh. 


sorry list.....


Thanks Phil!!!!!


--Dave











From pdh at snapgear.com  Mon May 20 22:47:55 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 21 May 2002 12:47:55 +1000
Subject: [rt-users] rt 2.0.13/RedHat 7.1: Can't get ticket submission by mail to work .
In-Reply-To: <39C962D95C62CE47813FAF5341E6C8710B23A8@sa-usa-sj-po.sanjose.siliconaccess.com>
References: <39C962D95C62CE47813FAF5341E6C8710B23A8@sa-usa-sj-po.sanjose.siliconaccess.com>
Message-ID: <20020521024755.GD371@luggage>

Gilles-Eric Descamps wrote:
> Can't locate config.pm in @INC (@INC contains: /u/rt/rt2i/etc /u/rt/rt2i/lib
> 
> One way to solve this is to give read permissions to everybody
> to /u/rt/rt2i/etc/config.pm

Check that: 

 * rt-mailgate is setgid to your RT group
 * your config.pm has that group ownership and is group-readable
 * your suidperl is setuid to root



From bret_martin at hms.harvard.edu  Mon May 20 23:10:00 2002
From: bret_martin at hms.harvard.edu (Bret Martin)
Date: Mon, 20 May 2002 23:10:00 -0400
Subject: [rt-users] Transaction-local CC lists truncated
Message-ID: <20020521031000.13616.qmail@iris.miranda.org>

Hi,

We've noticed that the transaction-local CC lists (added sometime
between 2.0.9 and 2.0.13, I'm not sure exactly when) seem to get
silently truncated if they're long (say > 60 chars).  For example, a
user might put

	joseph_smith at foobar.example.com, jane_doe at foobar.example.com,
		joe_blow at foobar.example.com

in the CC list and end up with only the first two addresses, or with 
the first two and part of the third, like

	joseph_smith at foobar.example.com, jane_doe at foobar.example.com,

or

	joseph_smith at foobar.example.com, jane_doe at foobar.example.com,
		joe_blow at foob

I was surprised to find that the truncation doesn't seem to be to the
same length each time, but maybe RT drops strings that don't look like
valid e-mail addresses (so if an address gets chopped before the @ it
gets dropped).

Is anyone else having this problem?  I didn't see anything obvious in 
the list archives.

--Bret

-- 
Bret Andrew Martin              Harvard Medical School
bret_martin at hms.harvard.edu     West Quad Computing Group
                                http://wqcg.med.harvard.edu





From pdh at snapgear.com  Mon May 20 23:26:09 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 21 May 2002 13:26:09 +1000
Subject: [rt-users] Transaction-local CC lists truncated
In-Reply-To: <20020521031000.13616.qmail@iris.miranda.org>
References: <20020521031000.13616.qmail@iris.miranda.org>
Message-ID: <20020521032608.GF371@luggage>

Bret Martin wrote:
> We've noticed that the transaction-local CC lists (added sometime
> between 2.0.9 and 2.0.13, I'm not sure exactly when) seem to get
> silently truncated if they're long (say > 60 chars).  For example, a

This might be caused by the fact that the inputs are set to
60 characters wide. :-)

<tr><td align=right>Cc:</td><td> <input name="UpdateCc" size=60><BR>



From hwagener at hamburg.fcb.com  Tue May 21 05:01:35 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Tue, 21 May 2002 11:01:35 +0200
Subject: [rt-users] What is AdminCc?
References: <B0BADCAFF5CDD211989700805F85E3F60ADD49FA@ii0015exch001u.iprc.lucent.com>
Message-ID: <3CEA0CEF.42F0F9D6@hamburg.fcb.com>

"V S R A, Prasad (Prasad)" wrote:
> 
> Doesn't this work?
> /path/to/rt2/bin/rtadmin --user=root --password="<newpassword>"
> 
> regards
> 

No. This changes the root user's password within the RT system. But not the
database user's password within the database system. 

Depending on Your database, there are various ways of recovery. For MySQL it
can be found in the manual (or ask google).

Regards,
	Harald

-- 
Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com



From vsra at lucent.com  Tue May 21 05:36:22 2002
From: vsra at lucent.com (V S R A, Prasad (Prasad))
Date: Tue, 21 May 2002 15:06:22 +0530
Subject: [rt-users] What is AdminCc?
Message-ID: <B0BADCAFF5CDD211989700805F85E3F60AED2053@ii0015exch001u.iprc.lucent.com>

Oops!
Should have read that carefully.
Here's the one for mysql from mysql manual.

shell> mysql -u root mysql
mysql> UPDATE user SET Password=PASSWORD('new_password')
    ->             WHERE user='root';
mysql> FLUSH PRIVILEGES;

This is for user=root.
regards
-Prasad


-----Original Message-----
From: Harald Wagener [mailto:hwagener at hamburg.fcb.com]
Sent: Tuesday, May 21, 2002 2:32 PM
To: V S R A Prasad (Prasad)
Cc: Brad Shelton; RT Users mailing list
Subject: Re: [rt-users] What is AdminCc?


"V S R A, Prasad (Prasad)" wrote:
> 
> Doesn't this work?
> /path/to/rt2/bin/rtadmin --user=root --password="<newpassword>"
> 
> regards
> 

No. This changes the root user's password within the RT system. But not the
database user's password within the database system. 

Depending on Your database, there are various ways of recovery. For MySQL it
can be found in the manual (or ask google).

Regards,
	Harald

-- 
Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com



From vsra at lucent.com  Tue May 21 05:37:23 2002
From: vsra at lucent.com (V S R A, Prasad (Prasad))
Date: Tue, 21 May 2002 15:07:23 +0530
Subject: Recall: [rt-users] What is AdminCc?
Message-ID: <B0BADCAFF5CDD211989700805F85E3F60AED2055@ii0015exch001u.iprc.lucent.com>

V S R A, Prasad (Prasad) would like to recall the message, "[rt-users] What
is AdminCc?".



From sheeri.kritzer at tufts.edu  Tue May 21 07:46:40 2002
From: sheeri.kritzer at tufts.edu (sheeri.kritzer at tufts.edu)
Date: Tue, 21 May 2002 07:46:40 -0400 (EDT)
Subject: [rt-users] merging problem...
In-Reply-To: <Pine.LNX.4.44.0205201547200.5781-100000@breu.cfu.net>
References: <Pine.LNX.4.44.0205201547200.5781-100000@breu.cfu.net>
Message-ID: <1021981600.3cea33a030d70@granite.tufts.edu>

Joe, 

I recently had this problem as well.  Basically what happened was probably that
410 and 411 were merged, and then you set one as the parent of another, so now
RT is confused.  This is a bug that Jesse knows about (RT shouldn't let you
merge a parent and child and/or shouldn't let you create a parent/child
relationships among merged tickets).  When I had the problem, Jesse walked me
through it.

(it may be that a ticket that was merged into 411 was merged into 410 as well --
that's what happened with me).

-Sheeri Kritzer
Systems Administrator
University Systems Group
Tufts University

Quoting Joe Breu <breu at cfu.net>:

> 
> I have 2 tickets, #410 and #411.  I set the parent of 410 to 411 and
> then 
> merged 410 into 411.  The children tree for 411 shows 411 as a child,
> over 
> and over and over.  Is this a known bug?
> 
> 
> -- 
> 
> Thanks,
> 
> ---------------------------------------------------------
> Joseph W. Breu, CCNA             fax : +1.319.266.8158
> Senior Network Administrator     url : http://www.cfu.net
> Cedar Falls Utilities
> 
>                 question = ( to ) ? be : ! be;
> 		              -- Wm. Shakespeare
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at
> http://fsck.com/rtfm
> 



From bruce_campbell at ripe.net  Tue May 21 08:21:42 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 21 May 2002 14:21:42 +0200 (CEST)
Subject: [rt-users] Owner Correspondence Scrip
In-Reply-To: <20020517193037.GD2208@skillsoft.com>
Message-ID: <Pine.LNX.4.44.0205211417580.625-100000@x22.ripe.net>

On Fri, 17 May 2002, Derek D. Martin wrote:

> On Fri, May 17, 2002 at 10:07:49AM -0700, Robin Lee Powell wrote:
> > > Am I the only one that cares about this?
> >
> > No, but I think you're the only one who cares as much as you do.
> >
> > I think you're gonna have to go into the code.
>
> Ucky.  It's not that I mind digging in the code. I just don't have
> the time.  :(

http://www.amsterdamned.org/~bc/rt/BC_SendEmail.pm

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




From bret_martin at hms.harvard.edu  Tue May 21 10:13:50 2002
From: bret_martin at hms.harvard.edu (Bret Martin)
Date: Tue, 21 May 2002 10:13:50 -0400
Subject: [rt-users] Transaction-local CC lists truncated 
In-Reply-To: Message from Phil Homewood <pdh@snapgear.com> 
             of "Tue, 21 May 2002 13:26:09 +1000."
             <20020521032608.GF371@luggage> 
Message-ID: <20020521141350.1936.qmail@iris.miranda.org>

On Tue, 21 May 2002 13:26:09 +1000 Phil Homewood wrote:
> This might be caused by the fact that the inputs are set to
> 60 characters wide. :-)
> 
> <tr><td align=right>Cc:</td><td> <input name="UpdateCc" size=60><BR>

Er, doesn't that only tell the browser how large to make the field
visually, and not limit the size of the submitted data?

--Bret

-- 
Bret Andrew Martin              Harvard Medical School
bret_martin at hms.harvard.edu     West Quad Computing Group
                                http://wqcg.med.harvard.edu





From sean at techtarget.com  Tue May 21 11:39:57 2002
From: sean at techtarget.com (Sean Lutner)
Date: 21 May 2002 11:39:57 -0400
Subject: [rt-users] Include Ticket Content upon resolution
Message-ID: <1021995601.2416.18.camel@animal>

I've been asked to include the contents of a ticket in the e-mail that
gets sent upon said ticket being resolved. More specifically the
original request. What I'd like to do is edit the global resolved
template to include the original request much like the default
autoreponse template does. I tried putting {$Transaction->Content()} in
the resolved template as a test, but it didn't work. Anyone have any
ideas?

-- 
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 josh at saratoga.lib.ny.us  Tue May 21 11:46:04 2002
From: josh at saratoga.lib.ny.us (josh)
Date: Tue, 21 May 2002 11:46:04 -0400
Subject: [rt-users] Installation on Cobalt RaQ XTR
Message-ID: <20020521114604.A13865@saratoga.lib.ny.us>

I have been trying to get an installation going on a Cobalt RaQ XTR
with quite a few problems. Among them some FAQs which I would have
noticed if I read through the documentation. [ Why is CPAN making me
upgrade to 5.6.1? -- of course a note on how to downgrade back if you
just were saying yes to everything on a monday morning, would be nice
too.]

The machines are designed for ISPs who do web hosting and I'm trying
to get it up using the http://rt.domain.com where rt is running on
virtual server. 

Should I create an rt virtual user first? Basically, using a server
appliance adds a lot of possiblities but in this case is forcing me
into older versions of database software and perl than I'd like. I
don't believe mod_perl or FastCGI is possible, but I'm not sure. So if
anyone has dealt with these devices I'd appreciate heaing back.

-- 
Josh Kuperman                       
josh at saratoga.lib.ny.us




From neal.barney at sdl.usu.edu  Tue May 21 12:04:32 2002
From: neal.barney at sdl.usu.edu (Neal Barney)
Date: Tue, 21 May 2002 10:04:32 -0600
Subject: [rt-users] Restricting non-auth user tickets
Message-ID: <3CEA7010.5050500@sdl.usu.edu>

Hello rt-users,

I've been given the task of finding a replacement for our aging and 
underpowered task management software.  Initially I looked at DCL 
(Double Choco Latte).  While I was very impressed with it's feature set 
and capabilites, it didn't really fit what we need.  After reading about 
RT, it seemed the logical alternative.  So far, I think I was right.  ;)

I installed RT (2.0.13) for the first time yesterday (it only took me 11 
hours to get it installed and working! :)  Firstly, I must say that I'm 
incredibly impressed with this piece of software.  Way to go Jesse and 
all others who've contributed.  It looks like it will fit the way we 
operate here much better than DCL could have.  I have a couple of 
questions about it's capability.  I've looked at the installation guide, 
the admin guide, and browsed through the e-mail archive, but I have yet 
to find the answer to my question.  I hope someone on the list can help.

One of the requirements that was given to me in finding a replacement 
for our current software, was that the new software must allow the 
problem requesters (which I'll subsequently call 'users' from here on 
out) to track their own tickets.  So far, so good.  RT supports this. 
 However, the users must not be able to view any problem requests but 
their own.  The reason being that here at my work, we must support many 
different users working on many different projects.  We may have 
employees working on projects for the Navy, the Air Force, NASA, Los 
Alamos National Laboratories, etc.  Some of them are classified, others 
may have intellectual property they are developing and not want 
non-project members to know specific details, or the request may be 
embarrasing to the end user (i.e. One person sent a request saying that 
porn was on their computer, they didn't put it there, and they wanted it 
removed).  Can one setup RT to support this?  Is this native 
functionality already built into RT?  If so, how do I configure RT to 
act this way?  If not, how difficult would it be to implement?

Thanks.

-- 
Neal J. Barney
USU/Space Dynamics Lab.
*------------------------------------------------------------------*
"Let every nation know, whether it wishes us well or ill, that we
shall pay any price, bear any burden, meet any hardship, support any
friend, oppose any foe, to assure the survival and success of
liberty."  --John F. Kennedy





From sdaffner at taos.com  Tue May 21 12:36:53 2002
From: sdaffner at taos.com (Samuel Dries-Daffner)
Date: Tue, 21 May 2002 09:36:53 -0700
Subject: [rt-users] custom field in Create.html
Message-ID: <DB88ACB9AF7BC54F9BE7CF3BDDF068511060FB@ESPRESSO.taos.com>

I am trying to add some custom fields into the RT system so that I can
associate tickets with actual machines. So far I have:

1. modified the DB and added the coulumn in the Tickets table.

2. edited the Create.html so that there is an input field. 

3. modified Ticket.pm and give a default value to be written to my new DB
field 

The results are thus: 

When I submit a ticket, the default value from Ticket.pm is written to the
DB (good) but no data is getting from the input form to the DB (not good).

How are CGI posted data processed? I looked in lib/RT/Interface/Web.pm but
haven't found the relevant pieces...any ideas on how I can get it to input
my customized form data?

TIA,

Samuel



From rlpowell at digitalkingdom.org  Tue May 21 12:50:51 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Tue, 21 May 2002 09:50:51 -0700
Subject: [rt-users] merging problem...
In-Reply-To: <1021981600.3cea33a030d70@granite.tufts.edu>
References: <Pine.LNX.4.44.0205201547200.5781-100000@breu.cfu.net> <1021981600.3cea33a030d70@granite.tufts.edu>
Message-ID: <20020521165051.GF5201@digitalkingdom.org>

On Tue, May 21, 2002 at 07:46:40AM -0400, sheeri.kritzer at tufts.edu wrote:
> Joe, 
> 
> I recently had this problem as well.  Basically what happened was
> probably that 410 and 411 were merged, and then you set one as the
> parent of another, so now RT is confused.  This is a bug that Jesse
> knows about (RT shouldn't let you merge a parent and child and/or
> shouldn't let you create a parent/child relationships among merged
> tickets).

<blink, blink>

I hadn't noticed merge before.  Thanks!  8)

-Robin

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



From sebastian at flothow.de  Tue May 21 12:52:00 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Tue, 21 May 2002 18:52:00 +0200
Subject: [rt-users] Transaction-local CC lists truncated
In-Reply-To: <20020521141350.1936.qmail@iris.miranda.org>
References: <20020521141350.1936.qmail@iris.miranda.org>
Message-ID: <a05100300b9102b3eaf62@[217.185.77.9]>

At 10:13 Uhr -0400 21.5.2002, Bret Martin wrote:
>  > <tr><td align=right>Cc:</td><td> <input name="UpdateCc" size=60><BR>
>
>Er, doesn't that only tell the browser how large to make the field
>visually, and not limit the size of the submitted data?

Exactly. From the HTML 4.0 spec:


size = cdata [CN]
This attribute tells the user agent the initial width of the control. 
The width is given in pixels except when type attribute has the value 
"text" or "password". In that case, its value refers to the (integer) 
number of characters.

maxlength = number [CN]
When the type attribute has the value "text" or "password", this 
attribute specifies the maximum number of characters the user may 
enter. This number may exceed the specified size, in which case the 
user agent should offer a scrolling mechanism. The default value for 
this attribute is an unlimited number.


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



From rlpowell at digitalkingdom.org  Tue May 21 12:55:56 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Tue, 21 May 2002 09:55:56 -0700
Subject: [rt-users] Restricting non-auth user tickets
In-Reply-To: <3CEA7010.5050500@sdl.usu.edu>
References: <3CEA7010.5050500@sdl.usu.edu>
Message-ID: <20020521165556.GG5201@digitalkingdom.org>

On Tue, May 21, 2002 at 10:04:32AM -0600, Neal Barney wrote:
> One of the requirements that was given to me in finding a replacement 
> for our current software, was that the new software must allow the 
> problem requesters (which I'll subsequently call 'users' from here on 
> out) to track their own tickets.  So far, so good.  RT supports this. 
> However, the users must not be able to view any problem requests but 
> their own.

Do you have a central authority that assigns tickets to people?  If so,
deny ShowTicket (and probably SeeQueue) to the Everyone psuedo-group
(under Configuration->Global->Group Rights, or
Configuration->Queues...->Group Rights), but give them to the Owner
pseudo-group.  Give pretty much everything to the central authority.

That should do it.  RT's permission system is incredibly impressive.

If you don't have a central authority, I don't know how you expect
people to take ownership of tickets they can't see.  8)

-Robin

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



From mgrubb at fifthvision.net  Tue May 21 13:18:20 2002
From: mgrubb at fifthvision.net (Michael Grubb)
Date: Tue, 21 May 2002 12:18:20 -0500
Subject: [rt-users] Yet Another permission question.
Message-ID: <200205211218.20538.mgrubb@fifthvision.net>

Well, actually two I suppose.

What I need to accomplish is to allow the SupportTechnicians to do most 
everything with the tickets except the Admin rights, but I only want the 
current owner to be able to reply to tickets.  So all the techs should be 
able to move the tickets from queue to queue, and set links, etc. but I only
want the reply permission to be granted to the current owner.
But if I give the ModifyTicket permission then it overrides that setting.
The real reason this is an issue is that at the end of the day, the next 
support shift picks up the unresolved tickets and works them.  I can't rely
on the fact that the techs will set the owner to Nobody at the end of the day.
The only other way I know to combat this situation is to make some code 
changes so that when they log out the system will rob them of all their 
tickets.  But then I can't make sure they will hit the logout link either.
Anyone have some ideas on this?

Also I would like the users to be able to change contact information and 
comments on users but not access rights.  
(i.e. Support Techs should be able to update the phone, address, and comments 
field without access to change the auth information.)

Any help is greatly appreciated.



From mgrubb at fifthvision.net  Tue May 21 13:32:49 2002
From: mgrubb at fifthvision.net (Michael Grubb)
Date: Tue, 21 May 2002 12:32:49 -0500
Subject: [rt-users] Yet Another permission question.
In-Reply-To: <20020521172905.GH5201@digitalkingdom.org>
References: <200205211218.20538.mgrubb@fifthvision.net> <20020521172905.GH5201@digitalkingdom.org>
Message-ID: <200205211232.49929.mgrubb@fifthvision.net>

Well,
I don't see how this solves my problem.

As I do want the techs to own the tickets that they are working on, 
and  I also want the to be able to steal tickets from others where the ticket 
was either resolved and responded to or just left hanging at the end of the 
day.

On Tuesday 21 May 2002 12:29 pm, Robin Lee Powell wrote:
> jn Tue, May 21, 2002 at 12:18:20PM -0500, Michael Grubb wrote:
> > The real reason this is an issue is that at the end of the day, the
> > next support shift picks up the unresolved tickets and works them.  I
> > can't rely on the fact that the techs will set the owner to Nobody at
> > the end of the day.
>
> So don't give them Own Ticket?
>
> -Robin




From sdaffner at taos.com  Tue May 21 13:51:47 2002
From: sdaffner at taos.com (Samuel Dries-Daffner)
Date: Tue, 21 May 2002 10:51:47 -0700
Subject: [rt-users] RE: [rt-devel] custom field in Create.html
Message-ID: <DB88ACB9AF7BC54F9BE7CF3BDDF06851106100@ESPRESSO.taos.com>

The solution was in Display.html, by adding into the following hash:

my %create_args = ( 
                       Queue=>$ARGS{Queue},
                       Owner=>$ARGS{ValueOfOwner},
                       InitialPriority=> $ARGS{InitialPriority},
                       FinalPriority=> $ARGS{FinalPriority},
                       TimeLeft => $ARGS{TimeLeft},
                       TimeWorked => $ARGS{TimeWorked},
                       Requestor=> \@Requestors,
                       Cc => \@Cc,
                       AdminCc => \@AdminCc,
                       Subject=>$ARGS{Subject},
                       Status=>$ARGS{Status},
                       Due => $due->ISO,
                       Starts => $starts->ISO,
                       MIMEObj => $MIMEObj        
                      );         

-----Original Message-----
From: Samuel Dries-Daffner [mailto:sdaffner at taos.com]
Sent: Tuesday, May 21, 2002 9:37 AM
To: 'rt-users at lists.fsck.com'
Cc: 'rt-devel at lists.fsck.com'
Subject: [rt-devel] custom field in Create.html



I am trying to add some custom fields into the RT system so that I can
associate tickets with actual machines. So far I have:

1. modified the DB and added the coulumn in the Tickets table.

2. edited the Create.html so that there is an input field. 

3. modified Ticket.pm and give a default value to be written to my new DB
field 

The results are thus: 

When I submit a ticket, the default value from Ticket.pm is written to the
DB (good) but no data is getting from the input form to the DB (not good).

How are CGI posted data processed? I looked in lib/RT/Interface/Web.pm but
haven't found the relevant pieces...any ideas on how I can get it to input
my customized form data?

TIA,

Samuel

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



From michaelm at kw.com  Tue May 21 15:24:50 2002
From: michaelm at kw.com (Michael Marziani)
Date: Tue, 21 May 2002 15:24:50 -0400
Subject: [rt-users] History in reverse?
Message-ID: <AFE0EF96DE9ADE4EB4A7BF95FDF6206803BFB8DC@mi8nycmail05.mi8.com>

Is there a simple way to reverse the order of the history list so that
the newest events are at the top?  Thanks for any help.

-Michael



From bruce_campbell at ripe.net  Tue May 21 15:36:09 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 21 May 2002 21:36:09 +0200 (CEST)
Subject: [rt-users] History in reverse?
In-Reply-To: <AFE0EF96DE9ADE4EB4A7BF95FDF6206803BFB8DC@mi8nycmail05.mi8.com>
Message-ID: <Pine.LNX.4.44.0205212135420.625-100000@x22.ripe.net>

On Tue, 21 May 2002, Michael Marziani wrote:

> Is there a simple way to reverse the order of the history list so that
> the newest events are at the top?  Thanks for any help.

http://lists.fsck.com/pipermail/rt-users/2002-February/006722.html


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

*now I'm going home ;)*




From michaelm at kw.com  Tue May 21 15:40:40 2002
From: michaelm at kw.com (Michael Marziani)
Date: Tue, 21 May 2002 15:40:40 -0400
Subject: [rt-users] History in reverse?
Message-ID: <AFE0EF96DE9ADE4EB4A7BF95FDF6206803BFB8DD@mi8nycmail05.mi8.com>

I feel pretty stupid but thanks for sparing me the flame I richly
deserved.  I had poked around a bit in the config files and install
docs, but hadn't searched the list archives.  I'll RT/FM a little more
next time.  Thanks again!

-Michael


-----Original Message-----
From: Bruce Campbell [mailto:bruce_campbell at ripe.net] 
Sent: Tuesday, May 21, 2002 2:36 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] History in reverse?


On Tue, 21 May 2002, Michael Marziani wrote:

> Is there a simple way to reverse the order of the history list so that

> the newest events are at the top?  Thanks for any help.

http://lists.fsck.com/pipermail/rt-users/2002-February/006722.html


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

*now I'm going home ;)*


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

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



From purp at wildbrain.com  Tue May 21 16:09:00 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 21 May 2002 13:09:00 -0700
Subject: [rt-users] Ticket Cloning?
Message-ID: <1022011741.29905.84.camel@milagro.wildbrain.com>

Howdy!

We have users who like to submit three or five actual issues in a single
ticket (no, really, we do! ;) but we much prefer tracking one issue per
ticket. Has anyone written a "clone this ticket" widget for RT?

If not, it goes on my list of things to do. =]

Thanks!

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




From doherty at onlinepolicy.org  Tue May 21 17:06:05 2002
From: doherty at onlinepolicy.org (Will Doherty)
Date: Tue, 21 May 2002 14:06:05 -0700
Subject: [rt-users] Ticket Cloning?
In-Reply-To: <1022011741.29905.84.camel@milagro.wildbrain.com>
Message-ID: <5.1.0.14.0.20020521140517.05c9b008@pop.sfo.com>

Along these lines, is there a way to transfer a task
from one queue to another? (Sorry if the answer is
really obvious... I'm still trying to get up to speed
on the system.)

One Internet with Equal Access for All,

Will Doherty
Online Policy Group, Inc.
-------


At 01:09 PM 5/21/2002 -0700, Jim Meyer wrote:
>Howdy!
>
>We have users who like to submit three or five actual issues in a single
>ticket (no, really, we do! ;) but we much prefer tracking one issue per
>ticket. Has anyone written a "clone this ticket" widget for RT?
>
>If not, it goes on my list of things to do. =]
>
>Thanks!
>
>--j
>--
>Jim Meyer, Geek At Large                              purp at wildbrain.com




From rich+rt at lafferty.ca  Tue May 21 17:17:47 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Tue, 21 May 2002 17:17:47 -0400
Subject: [rt-users] Ticket Cloning?
In-Reply-To: <5.1.0.14.0.20020521140517.05c9b008@pop.sfo.com>; from doherty@onlinepolicy.org on Tue, May 21, 2002 at 02:06:05PM -0700
References: <1022011741.29905.84.camel@milagro.wildbrain.com> <5.1.0.14.0.20020521140517.05c9b008@pop.sfo.com>
Message-ID: <20020521171746.V29427@lafferty.ca>

On Tue, May 21, 2002 at 02:06:05PM -0700, Will Doherty (doherty at onlinepolicy.org) wrote:
> Along these lines, is there a way to transfer a task
> from one queue to another? (Sorry if the answer is
> really obvious... I'm still trying to get up to speed
> on the system.)

Open the ticket, click "The Basics", change queue, save changes.

  -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 shannon at dashdog.com  Tue May 21 17:33:21 2002
From: shannon at dashdog.com (shannon pedersen)
Date: Tue, 21 May 2002 14:33:21 -0700
Subject: [rt-users] Ticket Cloning?
References: <1022011741.29905.84.camel@milagro.wildbrain.com> <5.1.0.14.0.20020521140517.05c9b008@pop.sfo.com> <20020521171746.V29427@lafferty.ca>
Message-ID: <001001c2010f$2e70b230$3e0a010a@cspeed.com>

> > Along these lines, is there a way to transfer a task
> > from one queue to another? (Sorry if the answer is
>
> Open the ticket, click "The Basics", change queue, save changes.

A question about that - if you change the queue after creation (and the
requestor got an autoemail about it), and the requestor tries to reply to
the ticket using the original email, will RT still be able to find the
ticket?  (Since you have to have a different email alias for each queue.)
Or do you need to send another email to the user notifying them of the
queue, and therefore email, change?

-shannon pedersen




From purp at wildbrain.com  Tue May 21 17:34:22 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 21 May 2002 14:34:22 -0700
Subject: [rt-users] Moving tickets from one queue to another [WAS: Re: [rt-users]
 Ticket Cloning?]
In-Reply-To: <5.1.0.14.0.20020521140517.05c9b008@pop.sfo.com>
References: <5.1.0.14.0.20020521140517.05c9b008@pop.sfo.com>
Message-ID: <1022016862.790.5.camel@milagro.wildbrain.com>

On Tue, 2002-05-21 at 14:06, Will Doherty wrote:
> Along these lines, is there a way to transfer a task
> from one queue to another? (Sorry if the answer is
> really obvious... I'm still trying to get up to speed
> on the system.)

It is pretty obvious, and not terribly related to my question, so I'll
answer it to keep the distraction factor down. ;]

If you click the "Basics" tab at the top of the displayed ticket, you'll
find that one of the changable bits that's listed is "Queue" with a
popup menu of valid queues to select from.

If you know you've got a particular queue and don't see it there, double
check that the queue does exist and, if it does, check that the user
you're logged in as can see that queue.

That should get you through.

Welcome to RT! =]

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




From mark.a.swayne at xo.com  Tue May 21 17:36:07 2002
From: mark.a.swayne at xo.com (Swayne, Mark A)
Date: Tue, 21 May 2002 16:36:07 -0500
Subject: [rt-users] Installation on Cobalt RaQ XTR
Message-ID: <45EDA71CFF25D411A2E400508B6FC52A05E663AB@orportexch1.internal.nextlink.net>

I can't say anything about how to downgrade back to a previous Perl version.
But to avoid this problem, decline to update perl, and update the CPAN
module itself.  Newer versions do not attempt to shove a perl upgrade down
your throat.

If you can, I would recommend using the latest perl with mason--especially
if you are currently using 5.6.0.  

Some people (especially linux users) are reporting success using Mason with
the latest mod_perl and perl 5.6.1 compiled as a DSO.  You could try this
config.

Another option, if you have a support contract, is to harass Sun about your
problems with the RAQ.  They should really make current software support
available for server appliance users.


Good luck.

-Mark
-----Original Message-----
From: josh [mailto:josh at saratoga.lib.ny.us]
Sent: Tuesday, May 21, 2002 8:46 AM
To: rt-users
Subject: [rt-users] Installation on Cobalt RaQ XTR


I have been trying to get an installation going on a Cobalt RaQ XTR
with quite a few problems. Among them some FAQs which I would have
noticed if I read through the documentation. [ Why is CPAN making me
upgrade to 5.6.1? -- of course a note on how to downgrade back if you
just were saying yes to everything on a monday morning, would be nice
too.]

The machines are designed for ISPs who do web hosting and I'm trying
to get it up using the http://rt.domain.com where rt is running on
virtual server. 

Should I create an rt virtual user first? Basically, using a server
appliance adds a lot of possiblities but in this case is forcing me
into older versions of database software and perl than I'd like. I
don't believe mod_perl or FastCGI is possible, but I'm not sure. So if
anyone has dealt with these devices I'd appreciate heaing back.

-- 
Josh Kuperman                       
josh at saratoga.lib.ny.us


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

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



From mark.a.swayne at xo.com  Tue May 21 20:16:45 2002
From: mark.a.swayne at xo.com (Swayne, Mark A)
Date: Tue, 21 May 2002 19:16:45 -0500
Subject: [rt-users] History in reverse?
Message-ID: <45EDA71CFF25D411A2E400508B6FC52A05E663AE@orportexch1.internal.nextlink.net>

You may also want to make the same change in
WebRT/html/SelfService/Display.html

Cheers,
-Mark

-----Original Message-----
From: Michael Marziani [mailto:michaelm at kw.com]
Sent: Tuesday, May 21, 2002 12:41 PM
To: Bruce Campbell; rt-users at lists.fsck.com
Subject: RE: [rt-users] History in reverse?


I feel pretty stupid but thanks for sparing me the flame I richly
deserved.  I had poked around a bit in the config files and install
docs, but hadn't searched the list archives.  I'll RT/FM a little more
next time.  Thanks again!

-Michael


-----Original Message-----
From: Bruce Campbell [mailto:bruce_campbell at ripe.net] 
Sent: Tuesday, May 21, 2002 2:36 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] History in reverse?


On Tue, 21 May 2002, Michael Marziani wrote:

> Is there a simple way to reverse the order of the history list so that

> the newest events are at the top?  Thanks for any help.

http://lists.fsck.com/pipermail/rt-users/2002-February/006722.html


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

*now I'm going home ;)*


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

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

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

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



From rich+rt at lafferty.ca  Tue May 21 21:15:34 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Tue, 21 May 2002 21:15:34 -0400
Subject: [rt-users] Ticket Cloning?
In-Reply-To: <001001c2010f$2e70b230$3e0a010a@cspeed.com>; from shannon@dashdog.com on Tue, May 21, 2002 at 02:33:21PM -0700
References: <1022011741.29905.84.camel@milagro.wildbrain.com> <5.1.0.14.0.20020521140517.05c9b008@pop.sfo.com> <20020521171746.V29427@lafferty.ca> <001001c2010f$2e70b230$3e0a010a@cspeed.com>
Message-ID: <20020521211533.W29427@lafferty.ca>

On Tue, May 21, 2002 at 02:33:21PM -0700, shannon pedersen (shannon at dashdog.com) wrote:
> > > Along these lines, is there a way to transfer a task
> > > from one queue to another? (Sorry if the answer is
> >
> > Open the ticket, click "The Basics", change queue, save changes.
> 
> A question about that - if you change the queue after creation (and the
> requestor got an autoemail about it), and the requestor tries to reply to
> the ticket using the original email, will RT still be able to find the
> ticket?  (Since you have to have a different email alias for each
> queue.)

Yep. A ticket number takes priority over all.

  -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 jim.toga at edial.com  Tue May 21 22:19:13 2002
From: jim.toga at edial.com (Jim Toga)
Date: Tue, 21 May 2002 22:19:13 -0400
Subject: [rt-users] Search listing in Descending order?
In-Reply-To: <45EDA71CFF25D411A2E400508B6FC52A05E663AE@orportexch1.inter
 nal.nextlink.net>
Message-ID: <5.1.0.14.2.20020521221213.0156db20@mail.edial.com>

Hi,

I'm relatively new to RT... did some poking around in the archives and 
haven't found any hints change the default sorting order on the 'Search' 
screen (WebUI).

I made the mods mentioned here to change the default order (Descending 
rather than ascending) of entries within a ticket - works fine.

I set the default in Elements/SelectSortOder to DESC with no effect.  It 
looks like things are set in the "$session" and are used as defaults from 
there...

Any clue as to what I should do so that the default is descending (by ID)?

Thanks in Advance.
jimt.


At 08:16 PM 5/21/2002, Swayne, Mark A wrote:
>You may also want to make the same change in
>WebRT/html/SelfService/Display.html
>
>Cheers,
>-Mark
>
>-----Original Message-----
>From: Michael Marziani [mailto:michaelm at kw.com]
>Sent: Tuesday, May 21, 2002 12:41 PM
>To: Bruce Campbell; rt-users at lists.fsck.com
>Subject: RE: [rt-users] History in reverse?
>
>
>I feel pretty stupid but thanks for sparing me the flame I richly
>deserved.  I had poked around a bit in the config files and install
>docs, but hadn't searched the list archives.  I'll RT/FM a little more
>next time.  Thanks again!
>
>-Michael
>
>
>-----Original Message-----
>From: Bruce Campbell [mailto:bruce_campbell at ripe.net]
>Sent: Tuesday, May 21, 2002 2:36 PM
>To: rt-users at lists.fsck.com
>Subject: Re: [rt-users] History in reverse?
>
>
>On Tue, 21 May 2002, Michael Marziani wrote:
>
> > Is there a simple way to reverse the order of the history list so that
>
> > the newest events are at the top?  Thanks for any help.
>
>http://lists.fsck.com/pipermail/rt-users/2002-February/006722.html
>
>
>--
>                              Bruce Campbell
>RIPE
>                    Systems/Network Engineer
>NCC
>                  www.ripe.net - PGP562C8B1B
>Operations
>
>*now I'm going home ;)*
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm




From bgeraldo at sockeye.com  Wed May 22 08:14:05 2002
From: bgeraldo at sockeye.com (Bolivar Geraldo)
Date: Wed, 22 May 2002 08:14:05 -0400
Subject: [rt-users] Comments and Resolved tickets
Message-ID: <3CEB8B8C.25B9E8F1@sockeye.com>

Hello,

I am running RT 2.0.13.  At my site we have RT setup so that Requestors
do not have permission to see Ticket Comments.  This way our employees
can add things to tickets that they may not want the Requestor to see.
We also have a Scrip which says, On Resolve send Requestors mail with
the last Transaction made to the ticket.  We use the following:

{$Transaction->Content()}

This way when we resolve a ticket, we just add some closing information
and the Requestor recieves them.  The problem is that when you
"Resolve" a ticket, the information is recorded as a Comment, which the
requestor has to permission to see.  Is there any way around this?

--
Bolivar Geraldo (Junior)
NOC Analyst


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From ddm at skillsoft.com  Wed May 22 10:16:26 2002
From: ddm at skillsoft.com (Derek D. Martin)
Date: Wed, 22 May 2002 10:16:26 -0400
Subject: [rt-users] Comments and Resolved tickets
In-Reply-To: <3CEB8B8C.25B9E8F1@sockeye.com>
References: <3CEB8B8C.25B9E8F1@sockeye.com>
Message-ID: <20020522141626.GA1708@skillsoft.com>

On Wed, May 22, 2002 at 08:14:05AM -0400, Bolivar Geraldo wrote:
> This way when we resolve a ticket, we just add some closing information
> and the Requestor recieves them.  The problem is that when you
> "Resolve" a ticket, the information is recorded as a Comment, which the
> requestor has to permission to see.  Is there any way around this?

There are at least three ways around this, two of which don't involve
modifying code.

1. rather than click resolve, click reply, and change the status to
resolved in the reply form.

2. when clicking resolve, change the "update type" from comments to
"reply to requestors"

3.  Dig into code to change the default.  YMMV.

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



From naoy at levillage.org  Wed May 22 17:49:17 2002
From: naoy at levillage.org (naoy at levillage.org)
Date: Wed, 22 May 2002 17:49:17 fr
Subject: [rt-users] make watchers to stop watching ticket
Message-ID: <3cebbdfd.5887.0@meloo.com>

Hello world

I want a group to watch a queue.
when a member of this group take a Ticket, i want him to be the only
watcher on this ticket, but I still want the other wath the other Ticket.

someone understand what i mean??
is it possible?
is it hard to do?
did someone already do this?
how could i do that?
thank you
computers are not intelligent. they only think they are

---
Ce mel a ?t? envoy? avec Meloo http://www.meloo.com




From naoy at levillage.org  Wed May 22 18:56:41 2002
From: naoy at levillage.org (naoy at levillage.org)
Date: Wed, 22 May 2002 18:56:41 fr
Subject: [rt-users] Graphs n' stats
Message-ID: <3cebcdc9.39e.0@meloo.com>

i'm sorry to past again about stats, but i spend a lot of tiime in the
archives (the february and march ones) and i still cant figure how
to see these graphs (i heard they are beautifulls but i understood
that few people saw them)
i paste this code in httpd.conf
<Location /chart>
   Set Handler perl-script
   PerlHandler +Apache::GD::Graph
</Location>
I 've no error but still no graphs
anyone know why??
thanks
computers are not intelligent. they only think they are

---
Ce mel a ?t? envoy? avec Meloo http://www.meloo.com




From josh at pwebtech.com  Wed May 22 13:36:26 2002
From: josh at pwebtech.com (Joshua Mandelberger)
Date: Wed, 22 May 2002 13:36:26 -0400
Subject: [rt-users] RT2 and MySQL
In-Reply-To: <019101c1f792$ad7a3dc0$c80c3e12@adamlaptop>
References: <5.1.0.14.2.20020509152112.02c80be8@mail.pwebtech.com>
Message-ID: <5.1.0.14.2.20020522132614.02c5cd00@mail.pwebtech.com>

This is what it looks like.
+---------+---------+-----------+----------+---------+------+----------------------+------------------------------------------------------------------------------------------------------+
| Id      | User    | Host      | db       | Command | Time | 
State                | 
Info 
|
+---------+---------+-----------+----------+---------+------+----------------------+------------------------------------------------------------------------------------------------------+
| 4253090 | rt_user | localhost | rt2      | Sleep   | 1095 
|                      | 
NULL 
|
| 4253105 | rt_user | localhost | rt2      | Query   | 188  | 
Locked               | SELECT DISTINCT main.* FROM Tickets main   WHERE 
((main.Status = 'open')OR(main.Status = 'new')) AND |
| 4253135 | rt_user | localhost | rt2      | Query   | 1026 | 
Locked               | SELECT DISTINCT main.* FROM Tickets main   WHERE 
((main.Status = 'open')OR(main.Status = 'new')) AND |
| 4253260 | rt_user | localhost | rt2      | Query   | 928  | 
Locked               | SELECT DISTINCT main.* FROM Tickets main   WHERE 
((main.Status = 'open')OR(main.Status = 'new')) AND |
| 4253385 | rt_user | localhost | rt2      | Query   | 495  | 
Locked               | SELECT DISTINCT main.* FROM Tickets main   WHERE 
((main.Status = 'new')OR(main.Status = 'open')) AND |
| 4253393 | rt_user | localhost | rt2      | Query   | 921  | 
Locked               | SELECT DISTINCT main.* FROM Tickets main   WHERE 
((main.Status = 'open')OR(main.Status = 'new')) AND |
| 4253417 | rt_user | localhost | rt2      | Query   | 1096 | 
Locked               | SELECT DISTINCT main.* FROM Tickets main, Watchers 
Watchers_1  LEFT JOIN Users as Users_2  ON  Watch |
| 4253428 | rt_user | localhost | rt2      | Query   | 1096 | 
Locked               | SELECT DISTINCT main.* FROM Tickets main, Watchers 
Watchers_1  LEFT JOIN Users as Users_2  ON  Watch |
| 4253989 | rt_user | localhost | rt2      | Query   | 1199 | Copying to 
tmp table | SELECT DISTINCT main.* FROM Tickets main, Watchers Watchers_1, 
Watchers Watchers_3  LEFT JOIN Users  |
| 4273904 | rt_user | localhost | rt2      | Query   | 718  | 
Locked               | SELECT DISTINCT main.* FROM Tickets main   WHERE 
((main.Status = 'open')OR(main.Status = 'new')) AND |
| 4331604 | rt_user | localhost | rt2      | Query   | 1096 | 
Locked               | UPDATE Tickets SET LastUpdatedBy='4366' WHERE 
id='12598'                                             |
| 4332533 | rt_user | localhost | rt2      | Query   | 1084 | 
Locked               | INSERT INTO Tickets (Creator, Due, Status, 
LastUpdatedBy, Resolved, Type, TimeWorked, LastUpdated, S |
| 4335019 | rt_user | localhost | rt2      | Query   | 719  | 
Locked               | SELECT  * FROM Tickets WHERE id = 
'12556'                                                            |
| 4336413 | rt_user | localhost | rt2      | Query   | 511  | 
Locked               | INSERT INTO Tickets (Creator, Due, Status, 
LastUpdatedBy, Resolved, Type, TimeWorked, LastUpdated, S |
| 4337214 | rt_user | localhost | rt2      | Query   | 397  | 
Locked               | INSERT INTO Tickets (Creator, Due, Status, 
LastUpdatedBy, Resolved, Type, TimeWorked, LastUpdated, S |
| 4339696 | root    | localhost | NULL     | Query   | 0    | 
NULL                 | show 
processlist 
|
| 4339886 | root    | localhost | vpopmail | Sleep   | 
0    |                      | 
NULL 
|
| 4339887 | root    | localhost | vpopmail | Sleep   | 
0    |                      | NULL


when I say just stays put there, I mean it continually takes 99.9% of the 
CPU power of the box, or at least as much of it as it can get.

To stop it we have to restart the mysql server.

Sorry about the delayed response, the problem didn't occur again until now.

Josh

At 03:49 PM 5/9/2002, Adam Morton wrote:
>What does 'show processlist' in mySQL look like when this is happening?
>
>When you say 'just stay put there', do you mean forever, and you have to
>restart mySQL or the server, or what?  Or does it stop by itself at some
>point?
>
>----- Original Message -----
>From: "Joshua Mandelberger" <josh at pwebtech.com>
>To: <rt-users at fsck.com>
>Sent: Thursday, May 09, 2002 3:36 PM
>Subject: [rt-users] RT2 and MySQL
>
>
> > Hi, I've been on the list for quite some time now but up until now have
> > been lurking and reading.  Lots of great information, a good deal of which
> > as been valuable to myself and the admins who over see our RT2
>installation.
> > I must also say its an awesome program, its improved the efficiency of our
> > tech support more than I can possibly describe.
> >
> > That having been said, we have been seeing some problems with our RT2
> > database over the last week or two that is cause for some concern.
> >
> > Every so often, and it is intermittent but this problem occurs at least
> > once ever couple days, the MySQL thread for the RT2 database will spike up
> > to 85-99% of the servers CPU power and just stay put there.  This causes
> > all the sessions in Tracker to move very slowly naturally.
> >
> > Is there anywhere to look for a way to pin down what is causing the
> > problem, or some kind of tuning we can do on the database that might
> > alleviate the problems we're having?
> >
> > Here is the present configuration.
> >
> > Dual P-III 800
> > 768MB of Ram
> > RedHat Linux version 6.1
> > Running the 2.4.17 kernel
> > mysql version 3.23.39
> > RT version 2.0.13
> >
> > There are also around 11000-12000 tickets in our database if that makes a
> > difference.
> >
> > If there is anything else I can provide that would help with information
> > please let me know.  Also if this has come up before (I hadn't seen
> > anything like it) and there is already messages covering this, let me know
> > where in the archives to look.  I went through them and tried to find some
> > answers but didn't see anything similar to what is happening.  But I could
> > have missed them.
> >
> > Thanks,
> >
> > Joshua Mandelberger
> > Pegasus Web Technologies
> >
> >
> >
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> >
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm




From Gilles-Eric.Descamps at SiliconAccess.com  Wed May 22 13:52:48 2002
From: Gilles-Eric.Descamps at SiliconAccess.com (Gilles-Eric Descamps)
Date: Wed, 22 May 2002 10:52:48 -0700
Subject: [rt-users] How to change default in resolve from "comment" to "correspondanc
 e" ?
Message-ID: <39C962D95C62CE47813FAF5341E6C8710B23C1@sa-usa-sj-po.sanjose.siliconaccess.com>

Hi,
 
By default, when choosing "Resolve" on a ticket,
the transaction is of type "comment".
 
How can I change this default to be "correspondance",
so that the requestor is informed of the resolution ?
 
thanks,
 

--
Gilles-Eric DESCAMPS, SILICON ACCESS NETWORKS
<        Enabling the Future Internet       >
211 River Oaks Parkway  - San Jose, CA, 95134
mailto:Gilles-Eric.Descamps at SiliconAccess.com
"Sed quis custodiet ipsos custodes ?"

 



From neal.barney at sdl.usu.edu  Wed May 22 14:08:05 2002
From: neal.barney at sdl.usu.edu (Neal Barney)
Date: Wed, 22 May 2002 12:08:05 -0600
Subject: [rt-users] How to change default in resolve from "comment" to
 "correspondanc e" ?
References: <39C962D95C62CE47813FAF5341E6C8710B23C1@sa-usa-sj-po.sanjose.siliconaccess.com>
Message-ID: <3CEBDE85.8040505@sdl.usu.edu>

Gilles-Eric Descamps wrote:

>Hi,
> 
>By default, when choosing "Resolve" on a ticket,
>the transaction is of type "comment".
> 
>How can I change this default to be "correspondance",
>so that the requestor is informed of the resolution ?
> 
>thanks,
>

It would be easier (and perhaps better) to just create a 'scrip' to do 
it.  You could set this up by queue or have it as a global setting.
As root (or someone with the proper priveledges) click on 
"Configuration" -> "Global" -> "Scrips" (if you want to make it global).

Then do: "OnResolve NotifyRequestors with Template Correspondence".

-- 
Neal J. Barney
USU/Space Dynamics Lab.
*------------------------------------------------------------------*
"Let every nation know, whether it wishes us well or ill, that we
shall pay any price, bear any burden, meet any hardship, support any
friend, oppose any foe, to assure the survival and success of
liberty."  --John F. Kennedy






From neal.barney at sdl.usu.edu  Wed May 22 14:13:29 2002
From: neal.barney at sdl.usu.edu (Neal Barney)
Date: Wed, 22 May 2002 12:13:29 -0600
Subject: [rt-users] How to change default in resolve from "comment" to
 "correspondanc e" ?
References: <39C962D95C62CE47813FAF5341E6C8710B23C1@sa-usa-sj-po.sanjose.siliconaccess.com> <3CEBDE85.8040505@sdl.usu.edu>
Message-ID: <3CEBDFC9.6020001@sdl.usu.edu>

Neal Barney wrote:

> It would be easier (and perhaps better) to just create a 'scrip' to do 
> it.  You could set this up by queue or have it as a global setting.
> As root (or someone with the proper priveledges) click on 
> "Configuration" -> "Global" -> "Scrips" (if you want to make it global).
>
> Then do: "OnResolve NotifyRequestors with Template Correspondence". 


Whoops.  That should have been "with Template Resolved".


-- 
Neal J. Barney
USU/Space Dynamics Lab.
*------------------------------------------------------------------*
"Let every nation know, whether it wishes us well or ill, that we
shall pay any price, bear any burden, meet any hardship, support any
friend, oppose any foe, to assure the survival and success of
liberty."  --John F. Kennedy






From lists at adammorton.com  Wed May 22 14:17:35 2002
From: lists at adammorton.com (Adam Morton)
Date: Wed, 22 May 2002 14:17:35 -0400
Subject: [rt-users] RT2 and MySQL
References: <5.1.0.14.2.20020509152112.02c80be8@mail.pwebtech.com> <5.1.0.14.2.20020522132614.02c5cd00@mail.pwebtech.com>
Message-ID: <004801c201bd$0506be90$650c3e12@adamlaptop>

Here's the bad query, which has at least 1 more join than the others in the
list and is swapping to disk and locking up all the incoming ones.

> | 4253989 | rt_user | localhost | rt2      | Query   | 1199 | Copying to
> tmp table | SELECT DISTINCT main.* FROM Tickets main, Watchers Watchers_1,
> Watchers Watchers_3  LEFT JOIN Users

Workaround:  Whatever you did that generates that query with the extra join
(20 minutes prior to running this processlist), don't do it.

A fix would involve figuring out how to do whatever is being done here more
efficiently, or tweaking MySQL so that it can handle this query without
swapping out to the tmp table (check tmp_table_size), or so that locking is
less of a problem (look at http://www.mysql.com/doc/T/a/Table_locking.html).
A 'show full processlist' will list the complete SQL statement which may
help you pin down what it is a little better.  Or, you could turn on query
logging or slow query logging.


----- Original Message -----
From: "Joshua Mandelberger" <josh at pwebtech.com>
To: "Adam Morton" <lists at adammorton.com>; <rt-users at fsck.com>
Sent: Wednesday, May 22, 2002 1:36 PM
Subject: Re: [rt-users] RT2 and MySQL


> This is what it looks like.
>
+---------+---------+-----------+----------+---------+------+---------------
-------+--------------------------------------------------------------------
----------------------------------+
> | Id      | User    | Host      | db       | Command | Time |
> State                |
> Info
> |
>
+---------+---------+-----------+----------+---------+------+---------------
-------+--------------------------------------------------------------------
----------------------------------+
> | 4253090 | rt_user | localhost | rt2      | Sleep   | 1095
> |                      |
> NULL
> |
> | 4253105 | rt_user | localhost | rt2      | Query   | 188  |
> Locked               | SELECT DISTINCT main.* FROM Tickets main   WHERE
> ((main.Status = 'open')OR(main.Status = 'new')) AND |
> | 4253135 | rt_user | localhost | rt2      | Query   | 1026 |
> Locked               | SELECT DISTINCT main.* FROM Tickets main   WHERE
> ((main.Status = 'open')OR(main.Status = 'new')) AND |
> | 4253260 | rt_user | localhost | rt2      | Query   | 928  |
> Locked               | SELECT DISTINCT main.* FROM Tickets main   WHERE
> ((main.Status = 'open')OR(main.Status = 'new')) AND |
> | 4253385 | rt_user | localhost | rt2      | Query   | 495  |
> Locked               | SELECT DISTINCT main.* FROM Tickets main   WHERE
> ((main.Status = 'new')OR(main.Status = 'open')) AND |
> | 4253393 | rt_user | localhost | rt2      | Query   | 921  |
> Locked               | SELECT DISTINCT main.* FROM Tickets main   WHERE
> ((main.Status = 'open')OR(main.Status = 'new')) AND |
> | 4253417 | rt_user | localhost | rt2      | Query   | 1096 |
> Locked               | SELECT DISTINCT main.* FROM Tickets main, Watchers
> Watchers_1  LEFT JOIN Users as Users_2  ON  Watch |
> | 4253428 | rt_user | localhost | rt2      | Query   | 1096 |
> Locked               | SELECT DISTINCT main.* FROM Tickets main, Watchers
> Watchers_1  LEFT JOIN Users as Users_2  ON  Watch |
> | 4253989 | rt_user | localhost | rt2      | Query   | 1199 | Copying to
> tmp table | SELECT DISTINCT main.* FROM Tickets main, Watchers Watchers_1,
> Watchers Watchers_3  LEFT JOIN Users  |
> | 4273904 | rt_user | localhost | rt2      | Query   | 718  |
> Locked               | SELECT DISTINCT main.* FROM Tickets main   WHERE
> ((main.Status = 'open')OR(main.Status = 'new')) AND |
> | 4331604 | rt_user | localhost | rt2      | Query   | 1096 |
> Locked               | UPDATE Tickets SET LastUpdatedBy='4366' WHERE
> id='12598'                                             |
> | 4332533 | rt_user | localhost | rt2      | Query   | 1084 |
> Locked               | INSERT INTO Tickets (Creator, Due, Status,
> LastUpdatedBy, Resolved, Type, TimeWorked, LastUpdated, S |
> | 4335019 | rt_user | localhost | rt2      | Query   | 719  |
> Locked               | SELECT  * FROM Tickets WHERE id =
> '12556'                                                            |
> | 4336413 | rt_user | localhost | rt2      | Query   | 511  |
> Locked               | INSERT INTO Tickets (Creator, Due, Status,
> LastUpdatedBy, Resolved, Type, TimeWorked, LastUpdated, S |
> | 4337214 | rt_user | localhost | rt2      | Query   | 397  |
> Locked               | INSERT INTO Tickets (Creator, Due, Status,
> LastUpdatedBy, Resolved, Type, TimeWorked, LastUpdated, S |
> | 4339696 | root    | localhost | NULL     | Query   | 0    |
> NULL                 | show
> processlist
> |
> | 4339886 | root    | localhost | vpopmail | Sleep   |
> 0    |                      |
> NULL
> |
> | 4339887 | root    | localhost | vpopmail | Sleep   |
> 0    |                      | NULL
>
>
> when I say just stays put there, I mean it continually takes 99.9% of the
> CPU power of the box, or at least as much of it as it can get.
>
> To stop it we have to restart the mysql server.
>
> Sorry about the delayed response, the problem didn't occur again until
now.
>
> Josh
>
> At 03:49 PM 5/9/2002, Adam Morton wrote:
> >What does 'show processlist' in mySQL look like when this is happening?
> >
> >When you say 'just stay put there', do you mean forever, and you have to
> >restart mySQL or the server, or what?  Or does it stop by itself at some
> >point?
> >
> >----- Original Message -----
> >From: "Joshua Mandelberger" <josh at pwebtech.com>
> >To: <rt-users at fsck.com>
> >Sent: Thursday, May 09, 2002 3:36 PM
> >Subject: [rt-users] RT2 and MySQL
> >
> >
> > > Hi, I've been on the list for quite some time now but up until now
have
> > > been lurking and reading.  Lots of great information, a good deal of
which
> > > as been valuable to myself and the admins who over see our RT2
> >installation.
> > > I must also say its an awesome program, its improved the efficiency of
our
> > > tech support more than I can possibly describe.
> > >
> > > That having been said, we have been seeing some problems with our RT2
> > > database over the last week or two that is cause for some concern.
> > >
> > > Every so often, and it is intermittent but this problem occurs at
least
> > > once ever couple days, the MySQL thread for the RT2 database will
spike up
> > > to 85-99% of the servers CPU power and just stay put there.  This
causes
> > > all the sessions in Tracker to move very slowly naturally.
> > >
> > > Is there anywhere to look for a way to pin down what is causing the
> > > problem, or some kind of tuning we can do on the database that might
> > > alleviate the problems we're having?
> > >
> > > Here is the present configuration.
> > >
> > > Dual P-III 800
> > > 768MB of Ram
> > > RedHat Linux version 6.1
> > > Running the 2.4.17 kernel
> > > mysql version 3.23.39
> > > RT version 2.0.13
> > >
> > > There are also around 11000-12000 tickets in our database if that
makes a
> > > difference.
> > >
> > > If there is anything else I can provide that would help with
information
> > > please let me know.  Also if this has come up before (I hadn't seen
> > > anything like it) and there is already messages covering this, let me
know
> > > where in the archives to look.  I went through them and tried to find
some
> > > answers but didn't see anything similar to what is happening.  But I
could
> > > have missed them.
> > >
> > > Thanks,
> > >
> > > Joshua Mandelberger
> > > Pegasus Web Technologies
> > >
> > >
> > >
> > >
> > >
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.fsck.com
> > > http://lists.fsck.com/mailman/listinfo/rt-users
> > >
> > > Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm
> > >
> >
> >
> >_______________________________________________
> >rt-users mailing list
> >rt-users at lists.fsck.com
> >http://lists.fsck.com/mailman/listinfo/rt-users
> >
> >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>




From sebastian at flothow.de  Wed May 22 15:01:00 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Wed, 22 May 2002 21:01:00 +0200
Subject: [rt-users] RT2 and MySQL
In-Reply-To: <5.1.0.14.2.20020522132614.02c5cd00@mail.pwebtech.com>
References: <5.1.0.14.2.20020509152112.02c80be8@mail.pwebtech.com>
 <5.1.0.14.2.20020522132614.02c5cd00@mail.pwebtech.com>
Message-ID: <a05100306b9119ad17697@[217.185.65.254]>

At 13:36 Uhr -0400 22.5.2002, Joshua Mandelberger wrote:
>This is what it looks like.
>+---------+---------+-----------+----------+---------+------+----------------------+------------------------------------------------------------------------------------------------------+
>| Id      | User    | Host      | db       | Command | Time | State 
>| Info |
>+---------+---------+-----------+----------+---------+------+----------------------+------------------------------------------------------------------------------------------------------+
>| 4253090 | rt_user | localhost | rt2      | Sleep   | 1095 | 
>| NULL |
>[...]

This is quite ugly. If you need to post such MySQL output again, 
please use \G instead of ; at the end of the query (eg., show 
processlist\G).


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



From josh at pwebtech.com  Wed May 22 15:54:26 2002
From: josh at pwebtech.com (Joshua Mandelberger)
Date: Wed, 22 May 2002 15:54:26 -0400
Subject: [rt-users] RT2 and MySQL
In-Reply-To: <a05100306b9119ad17697@[217.185.65.254]>
References: <5.1.0.14.2.20020522132614.02c5cd00@mail.pwebtech.com>
 <5.1.0.14.2.20020509152112.02c80be8@mail.pwebtech.com>
 <5.1.0.14.2.20020522132614.02c5cd00@mail.pwebtech.com>
Message-ID: <5.1.0.14.2.20020522155320.02c50348@mail.pwebtech.com>

Sorry about that, it was the first time I had done such a thing, I'll make 
sure to use the other method if I have to do so again.

Josh

At 03:01 PM 5/22/2002, Sebastian Flothow wrote:
>At 13:36 Uhr -0400 22.5.2002, Joshua Mandelberger wrote:
>>This is what it looks like.
>>+---------+---------+-----------+----------+---------+------+----------------------+------------------------------------------------------------------------------------------------------+
>>| Id      | User    | Host      | db       | Command | Time | State | Info |
>>+---------+---------+-----------+----------+---------+------+----------------------+------------------------------------------------------------------------------------------------------+
>>| 4253090 | rt_user | localhost | rt2      | Sleep   | 1095 | | NULL |
>>[...]
>
>This is quite ugly. If you need to post such MySQL output again, please 
>use \G instead of ; at the end of the query (eg., show processlist\G).
>
>
>--
>Sebastian Flothow
>sebastian at flothow.de
>#include <stddisclaimer.h>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm




From wozz+rt at wookie.net  Wed May 22 16:54:55 2002
From: wozz+rt at wookie.net (wozz+rt at wookie.net)
Date: Wed, 22 May 2002 14:54:55 -0600
Subject: [rt-users] Setting user in scripaction
Message-ID: <20020522145455.J6121@bonch.org>

Greetings,

  I have a scripaction which resolves dependent tickets when the depended on
ticket is resolved.  The problem I'm running into is the dependent tickets
show as having been resolved by 'RT System' rather than the user who resolved
the depended on ticket.  Is there a way to set the user a scripaction runs
as?  I'd like to grab the user from the transaction, and perform all the
dependent actions as that user.  Any ideas?

Thanks!




From andrew at rwts.com.au  Wed May 22 21:48:01 2002
From: andrew at rwts.com.au (Andrew Yager)
Date: Thu, 23 May 2002 11:48:01 +1000
Subject: [rt-users] Installation on Cobalt RaQ XTR
In-Reply-To: <45EDA71CFF25D411A2E400508B6FC52A05E663AB@orportexch1.internal.nextlink.net>
Message-ID: <B9128771.42A7%andrew@rwts.com.au>

DO NOT UPGRADE PERL!!!!

Nothing will work!!!! It is VERRY VERRRY VERRRY bad on a cobalt!!!!

If u send me a list of the problems you are having, I regularly configure &
install rt on cobalts - I may be able to help.

Andrew

On 22/5/02 7:36 AM, "Swayne, Mark A" <mark.a.swayne at xo.com> wrote:

> I can't say anything about how to downgrade back to a previous Perl version.
> But to avoid this problem, decline to update perl, and update the CPAN
> module itself.  Newer versions do not attempt to shove a perl upgrade down
> your throat.
> 
> If you can, I would recommend using the latest perl with mason--especially
> if you are currently using 5.6.0.
> 
> Some people (especially linux users) are reporting success using Mason with
> the latest mod_perl and perl 5.6.1 compiled as a DSO.  You could try this
> config.
> 
> Another option, if you have a support contract, is to harass Sun about your
> problems with the RAQ.  They should really make current software support
> available for server appliance users.
> 
> 
> Good luck.
> 
> -Mark
> -----Original Message-----
> From: josh [mailto:josh at saratoga.lib.ny.us]
> Sent: Tuesday, May 21, 2002 8:46 AM
> To: rt-users
> Subject: [rt-users] Installation on Cobalt RaQ XTR
> 
> 
> I have been trying to get an installation going on a Cobalt RaQ XTR
> with quite a few problems. Among them some FAQs which I would have
> noticed if I read through the documentation. [ Why is CPAN making me
> upgrade to 5.6.1? -- of course a note on how to downgrade back if you
> just were saying yes to everything on a monday morning, would be nice
> too.]
> 
> The machines are designed for ISPs who do web hosting and I'm trying
> to get it up using the http://rt.domain.com where rt is running on
> virtual server. 
> 
> Should I create an rt virtual user first? Basically, using a server
> appliance adds a lot of possiblities but in this case is forcing me
> into older versions of database software and perl than I'd like. I
> don't believe mod_perl or FastCGI is possible, but I'm not sure. So if
> anyone has dealt with these devices I'd appreciate heaing back.

___________________
Andrew Yager
Real World Technology Solutions
Real People, Real SolUtions (tm)
ph: (02) 9945 2567 fax: (02) 9945 2566
mob: 0405 15 2568
http://www.rwts.com.au/
_________________________




From gordon at morenet.net.nz  Wed May 22 22:22:00 2002
From: gordon at morenet.net.nz (Gordon Smith)
Date: 23 May 2002 14:22:00 +1200
Subject: [rt-users] Block correspondence to web form address
Message-ID: <1022120521.24758.20.camel@gordonlaptop>

Hi,

I've been searching the docs & list for an answer, but to no avail  :-)

We have a form on one of our sites where users can submit a message
which is then forwarded to our helpdesk. What I'm trying to do is
migrate them onto RT, but I've been unable to find out how I stp RT from
sending a reply to the web server...

Closest I've seen is the blacklist patch in the archives.
It's only the web forms I need to block - "real" users should still be
sent an auto reply when a ticket is created.

Any suggestions would be appreciated.

Cheers,
Gordon







From arclight at jump.net  Wed May 22 23:04:04 2002
From: arclight at jump.net (Bob Apthorpe)
Date: Wed, 22 May 2002 22:04:04 -0500
Subject: [rt-users] Installation on Cobalt RaQ XTR
In-Reply-To: <B9128771.42A7%andrew@rwts.com.au>
References: <B9128771.42A7%andrew@rwts.com.au>
Message-ID: <02052222040400.21554@soyokaze>

Also, a point to remember: regardless of platform, if you are upgrading a 
version of CPAN prior to 1.5x, ALWAYS UPGRADE MANUALLY.

If you've never used CPAN, go to 
http://search.cpan.org/search?mode=module&query=CPAN
download the tarball and install and configure it.
 
If your version of CPAN is already configured but is older than (say) 1.52, 
either install the tarball (as above) or have CPAN grab it for you via:

    perl -MCPAN -e 'get "CPAN";'

and install it manually.

If you're curious, I can explain why CPAN appears to go berserk sometimes, 
attempting to 'helpfully' upgrade core perl when installing otherwise 
innocuous modules (like CPAN...) The solution is to manually upgrade CPAN 
beyond version 1.48. I believe this problem plagues perl versions earlier 
than 5.6.1 or 5.7.x. though realistically, with packaged software you often 
have little idea what version your idiot vendor has stuck you with. The 
current version of CPAN is 1.61 and I haven't had any trouble with it.

Back to the subject of Cobalts - how angry do they get if you install a 
second, less broken perl alongside (rather than in place of) the vendor's 
distribution? You'd need to change the prefix and the library directory at a 
minimum.

-- Bob
P.S: On a completely unrelated note, if you need help convincing Sun's stock 
perl on Solaris to use gcc instead of Sun's 'compiler advertisement' 
(/usr/ccs/bin/cc) so you can install additional modules, use CPAN, etc., drop 
me a line. It's pretty easy but involves a little deft maneuvering with a 
coat hanger (metaphorically speaking). I've done it on many Solaris boxes 
ranging from v5.5.1 to v8.

On Wednesday 22 May 2002 20:48, Andrew Yager wrote:
> DO NOT UPGRADE PERL!!!!
>
> Nothing will work!!!! It is VERRY VERRRY VERRRY bad on a cobalt!!!!
>
> If u send me a list of the problems you are having, I regularly configure &
> install rt on cobalts - I may be able to help.
>
> Andrew
>
> On 22/5/02 7:36 AM, "Swayne, Mark A" <mark.a.swayne at xo.com> wrote:
> > I can't say anything about how to downgrade back to a previous Perl
> > version. But to avoid this problem, decline to update perl, and update
> > the CPAN module itself.  Newer versions do not attempt to shove a perl
> > upgrade down your throat.
> >
> > If you can, I would recommend using the latest perl with
> > mason--especially if you are currently using 5.6.0.
> >
> > Some people (especially linux users) are reporting success using Mason
> > with the latest mod_perl and perl 5.6.1 compiled as a DSO.  You could try
> > this config.
> >
> > Another option, if you have a support contract, is to harass Sun about
> > your problems with the RAQ.  They should really make current software
> > support available for server appliance users.
> >
> >
> > Good luck.
> >
> > -Mark
> > -----Original Message-----
> > From: josh [mailto:josh at saratoga.lib.ny.us]
> > Sent: Tuesday, May 21, 2002 8:46 AM
> > To: rt-users
> > Subject: [rt-users] Installation on Cobalt RaQ XTR
> >
> >
> > I have been trying to get an installation going on a Cobalt RaQ XTR
> > with quite a few problems. Among them some FAQs which I would have
> > noticed if I read through the documentation. [ Why is CPAN making me
> > upgrade to 5.6.1? -- of course a note on how to downgrade back if you
> > just were saying yes to everything on a monday morning, would be nice
> > too.]
> >
> > The machines are designed for ISPs who do web hosting and I'm trying
> > to get it up using the http://rt.domain.com where rt is running on
> > virtual server.
> >
> > Should I create an rt virtual user first? Basically, using a server
> > appliance adds a lot of possiblities but in this case is forcing me
> > into older versions of database software and perl than I'd like. I
> > don't believe mod_perl or FastCGI is possible, but I'm not sure. So if
> > anyone has dealt with these devices I'd appreciate heaing back.
>
> ___________________
> Andrew Yager
> Real World Technology Solutions
> Real People, Real SolUtions (tm)
> ph: (02) 9945 2567 fax: (02) 9945 2566
> mob: 0405 15 2568
> http://www.rwts.com.au/
> _________________________
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From jesse at bestpractical.com  Wed May 22 23:07:52 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 22 May 2002 23:07:52 -0400
Subject: [rt-users] Installation on Cobalt RaQ XTR
In-Reply-To: <02052222040400.21554@soyokaze>; from arclight@jump.net on Wed, May 22, 2002 at 10:04:04PM -0500
References: <B9128771.42A7%andrew@rwts.com.au> <02052222040400.21554@soyokaze>
Message-ID: <20020522230752.U31879@fsck.com>

As a minor aside,  RT 2.0.14's testdeps script will make sure that CPAN.pm
is of a new enough vintage to not have this perl change beat you up anymore.
(And it will fix it if it finds that it's too old)

	-j

On Wed, May 22, 2002 at 10:04:04PM -0500, Bob Apthorpe wrote:
> 
> Also, a point to remember: regardless of platform, if you are upgrading a 
> version of CPAN prior to 1.5x, ALWAYS UPGRADE MANUALLY.
> 
> If you've never used CPAN, go to 
> http://search.cpan.org/search?mode=module&query=CPAN
> download the tarball and install and configure it.
>  
> If your version of CPAN is already configured but is older than (say) 1.52, 
> either install the tarball (as above) or have CPAN grab it for you via:
> 
>     perl -MCPAN -e 'get "CPAN";'
> 
> and install it manually.
> 
> If you're curious, I can explain why CPAN appears to go berserk sometimes, 
> attempting to 'helpfully' upgrade core perl when installing otherwise 
> innocuous modules (like CPAN...) The solution is to manually upgrade CPAN 
> beyond version 1.48. I believe this problem plagues perl versions earlier 
> than 5.6.1 or 5.7.x. though realistically, with packaged software you often 
> have little idea what version your idiot vendor has stuck you with. The 
> current version of CPAN is 1.61 and I haven't had any trouble with it.
> 
> Back to the subject of Cobalts - how angry do they get if you install a 
> second, less broken perl alongside (rather than in place of) the vendor's 
> distribution? You'd need to change the prefix and the library directory at a 
> minimum.
> 
> -- Bob
> P.S: On a completely unrelated note, if you need help convincing Sun's stock 
> perl on Solaris to use gcc instead of Sun's 'compiler advertisement' 
> (/usr/ccs/bin/cc) so you can install additional modules, use CPAN, etc., drop 
> me a line. It's pretty easy but involves a little deft maneuvering with a 
> coat hanger (metaphorically speaking). I've done it on many Solaris boxes 
> ranging from v5.5.1 to v8.
> 
> On Wednesday 22 May 2002 20:48, Andrew Yager wrote:
> > DO NOT UPGRADE PERL!!!!
> >
> > Nothing will work!!!! It is VERRY VERRRY VERRRY bad on a cobalt!!!!
> >
> > If u send me a list of the problems you are having, I regularly configure &
> > install rt on cobalts - I may be able to help.
> >
> > Andrew
> >
> > On 22/5/02 7:36 AM, "Swayne, Mark A" <mark.a.swayne at xo.com> wrote:
> > > I can't say anything about how to downgrade back to a previous Perl
> > > version. But to avoid this problem, decline to update perl, and update
> > > the CPAN module itself.  Newer versions do not attempt to shove a perl
> > > upgrade down your throat.
> > >
> > > If you can, I would recommend using the latest perl with
> > > mason--especially if you are currently using 5.6.0.
> > >
> > > Some people (especially linux users) are reporting success using Mason
> > > with the latest mod_perl and perl 5.6.1 compiled as a DSO.  You could try
> > > this config.
> > >
> > > Another option, if you have a support contract, is to harass Sun about
> > > your problems with the RAQ.  They should really make current software
> > > support available for server appliance users.
> > >
> > >
> > > Good luck.
> > >
> > > -Mark
> > > -----Original Message-----
> > > From: josh [mailto:josh at saratoga.lib.ny.us]
> > > Sent: Tuesday, May 21, 2002 8:46 AM
> > > To: rt-users
> > > Subject: [rt-users] Installation on Cobalt RaQ XTR
> > >
> > >
> > > I have been trying to get an installation going on a Cobalt RaQ XTR
> > > with quite a few problems. Among them some FAQs which I would have
> > > noticed if I read through the documentation. [ Why is CPAN making me
> > > upgrade to 5.6.1? -- of course a note on how to downgrade back if you
> > > just were saying yes to everything on a monday morning, would be nice
> > > too.]
> > >
> > > The machines are designed for ISPs who do web hosting and I'm trying
> > > to get it up using the http://rt.domain.com where rt is running on
> > > virtual server.
> > >
> > > Should I create an rt virtual user first? Basically, using a server
> > > appliance adds a lot of possiblities but in this case is forcing me
> > > into older versions of database software and perl than I'd like. I
> > > don't believe mod_perl or FastCGI is possible, but I'm not sure. So if
> > > anyone has dealt with these devices I'd appreciate heaing back.
> >
> > ___________________
> > Andrew Yager
> > Real World Technology Solutions
> > Real People, Real SolUtions (tm)
> > ph: (02) 9945 2567 fax: (02) 9945 2566
> > mob: 0405 15 2568
> > http://www.rwts.com.au/
> > _________________________
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

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



From andrew at rwts.com.au  Wed May 22 23:20:29 2002
From: andrew at rwts.com.au (Andrew Yager)
Date: Thu, 23 May 2002 13:20:29 +1000
Subject: [rt-users] Installation on Cobalt RaQ XTR
In-Reply-To: <20020522230752.U31879@fsck.com>
Message-ID: <B9129D1D.42B9%andrew@rwts.com.au>

You could probably, and quite happily install a second version of Perl (of a
later vintage).

Just make sure that you leave the original Perl intact.

However, it is possible to get everything working without upgrading Perl.

As far as the Cpan debate - I'm using 1.5.something and I still have it want
to upgrade me to version 5.6.1 of perl... Which is fine except it's a real
no-no on a cobalt, and I can't seem to get a Makefile for perl on OS X
(nothing ever appears after the configure script runs, and it seems as
though it should work for me...)

But I've found that just control-c ing the perl install seems to work, and
then, if things refuse to install, install them manually. There was one
module for RT 2.1.13 that apparently required perl 5.6.1, but I modified the
source for one of the scripts to let it accept 5.0.1, and now RT is running
very nicely on the server.

Andrew

On 23/5/02 1:07 PM, "Jesse Vincent" <jesse at bestpractical.com> wrote:

> As a minor aside,  RT 2.0.14's testdeps script will make sure that CPAN.pm
> is of a new enough vintage to not have this perl change beat you up anymore.
> (And it will fix it if it finds that it's too old)
> 
> -j
> 
> On Wed, May 22, 2002 at 10:04:04PM -0500, Bob Apthorpe wrote:
>> 
>> Also, a point to remember: regardless of platform, if you are upgrading a
>> version of CPAN prior to 1.5x, ALWAYS UPGRADE MANUALLY.
>> 
>> If you've never used CPAN, go to
>> http://search.cpan.org/search?mode=module&query=CPAN
>> download the tarball and install and configure it.
>>  
>> If your version of CPAN is already configured but is older than (say) 1.52,
>> either install the tarball (as above) or have CPAN grab it for you via:
>> 
>>     perl -MCPAN -e 'get "CPAN";'
>> 
>> and install it manually.
>> 
>> If you're curious, I can explain why CPAN appears to go berserk sometimes,
>> attempting to 'helpfully' upgrade core perl when installing otherwise
>> innocuous modules (like CPAN...) The solution is to manually upgrade CPAN
>> beyond version 1.48. I believe this problem plagues perl versions earlier
>> than 5.6.1 or 5.7.x. though realistically, with packaged software you often
>> have little idea what version your idiot vendor has stuck you with. The
>> current version of CPAN is 1.61 and I haven't had any trouble with it.
>> 
>> Back to the subject of Cobalts - how angry do they get if you install a
>> second, less broken perl alongside (rather than in place of) the vendor's
>> distribution? You'd need to change the prefix and the library directory at a
>> minimum.
>> 
>> -- Bob
>> P.S: On a completely unrelated note, if you need help convincing Sun's stock
>> perl on Solaris to use gcc instead of Sun's 'compiler advertisement'
>> (/usr/ccs/bin/cc) so you can install additional modules, use CPAN, etc., drop
>> me a line. It's pretty easy but involves a little deft maneuvering with a
>> coat hanger (metaphorically speaking). I've done it on many Solaris boxes
>> ranging from v5.5.1 to v8.
>> 
>> On Wednesday 22 May 2002 20:48, Andrew Yager wrote:
>>> DO NOT UPGRADE PERL!!!!
>>> 
>>> Nothing will work!!!! It is VERRY VERRRY VERRRY bad on a cobalt!!!!
>>> 
>>> If u send me a list of the problems you are having, I regularly configure &
>>> install rt on cobalts - I may be able to help.
>>> 
>>> Andrew
>>> 
>>> On 22/5/02 7:36 AM, "Swayne, Mark A" <mark.a.swayne at xo.com> wrote:
>>>> I can't say anything about how to downgrade back to a previous Perl
>>>> version. But to avoid this problem, decline to update perl, and update
>>>> the CPAN module itself.  Newer versions do not attempt to shove a perl
>>>> upgrade down your throat.
>>>> 
>>>> If you can, I would recommend using the latest perl with
>>>> mason--especially if you are currently using 5.6.0.
>>>> 
>>>> Some people (especially linux users) are reporting success using Mason
>>>> with the latest mod_perl and perl 5.6.1 compiled as a DSO.  You could try
>>>> this config.
>>>> 
>>>> Another option, if you have a support contract, is to harass Sun about
>>>> your problems with the RAQ.  They should really make current software
>>>> support available for server appliance users.
>>>> 
>>>> 
>>>> Good luck.
>>>> 
>>>> -Mark
>>>> -----Original Message-----
>>>> From: josh [mailto:josh at saratoga.lib.ny.us]
>>>> Sent: Tuesday, May 21, 2002 8:46 AM
>>>> To: rt-users
>>>> Subject: [rt-users] Installation on Cobalt RaQ XTR
>>>> 
>>>> 
>>>> I have been trying to get an installation going on a Cobalt RaQ XTR
>>>> with quite a few problems. Among them some FAQs which I would have
>>>> noticed if I read through the documentation. [ Why is CPAN making me
>>>> upgrade to 5.6.1? -- of course a note on how to downgrade back if you
>>>> just were saying yes to everything on a monday morning, would be nice
>>>> too.]
>>>> 
>>>> The machines are designed for ISPs who do web hosting and I'm trying
>>>> to get it up using the http://rt.domain.com where rt is running on
>>>> virtual server.
>>>> 
>>>> Should I create an rt virtual user first? Basically, using a server
>>>> appliance adds a lot of possiblities but in this case is forcing me
>>>> into older versions of database software and perl than I'd like. I
>>>> don't believe mod_perl or FastCGI is possible, but I'm not sure. So if
>>>> anyone has dealt with these devices I'd appreciate heaing back.
>>> 
>>> ___________________
>>> Andrew Yager
>>> Real World Technology Solutions
>>> Real People, Real SolUtions (tm)
>>> ph: (02) 9945 2567 fax: (02) 9945 2566
>>> mob: 0405 15 2568
>>> http://www.rwts.com.au/
>>> _________________________
>>> 
>>> 
>>> _______________________________________________
>>> rt-users mailing list
>>> rt-users at lists.fsck.com
>>> http://lists.fsck.com/mailman/listinfo/rt-users
>>> 
>>> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>> 
>> _______________________________________________
>> rt-users mailing list
>> rt-users at lists.fsck.com
>> http://lists.fsck.com/mailman/listinfo/rt-users
>> 
>> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>> 

___________________
Andrew Yager
Real World Technology Solutions
Real People, Real SolUtions (tm)
ph: (02) 9945 2567 fax: (02) 9945 2566
mob: 0405 15 2568
http://www.rwts.com.au/
_________________________




From arclight at jump.net  Thu May 23 01:32:42 2002
From: arclight at jump.net (Bob Apthorpe)
Date: Thu, 23 May 2002 00:32:42 -0500
Subject: [rt-users] Installation on Cobalt RaQ XTR
In-Reply-To: <B9129D1D.42B9%andrew@rwts.com.au>
References: <B9129D1D.42B9%andrew@rwts.com.au>
Message-ID: <02052300324202.21554@soyokaze>

On Wednesday 22 May 2002 22:20, Andrew Yager wrote:

> As far as the Cpan debate - I'm using 1.5.something and I still have it
> want to upgrade me to version 5.6.1 of perl... Which is fine except it's a
> real no-no on a cobalt, and I can't seem to get a Makefile for perl on OS X
> (nothing ever appears after the configure script runs, and it seems as
> though it should work for me...)

Hmm. I thought 1.58 or 1.59 was safe (maybe as far back as 1.52); I know 1.48 
was unsafe. The trick is manually installing all the modules that have been 
folded into the current core perl distribution that were not distributed with 
your version of perl before upgrading CPAN and setting it to ask (not follow) 
prerequisites. The problem is that it's not a simple matter to tell what's 
new in core perl since your perl was installed so it's not safe to use 
older versions of CPAN because you never know which modules will trigger 
CPAN's "differently-helpful" behavior.

My old notes on configuring perl at Excite are at 
http://www.cynistar.net/~apthorpe/xcit/doclets/configuring_cpan.html. Some of 
the notes are site-specific (directories, local CPAN mirror, nasty comments 
about ncftp, etc.) Note that CPAN's original behavior does make a bit of 
sense, just not in an environment with a shred of configuration management. 
There are some really cool things you can do with CPAN::Site, a private 
repository, and a local mirror of the public repository but that discussion 
is way, way off-topic.

Can't help with OS/X though...

-- Bob



From bje at apnic.net  Thu May 23 02:25:10 2002
From: bje at apnic.net (Byron Ellacott)
Date: 23 May 2002 16:25:10 +1000
Subject: [rt-users] RT2 and MySQL
In-Reply-To: <5.1.0.14.2.20020522132614.02c5cd00@mail.pwebtech.com>
References: <5.1.0.14.2.20020509152112.02c80be8@mail.pwebtech.com> 
	<5.1.0.14.2.20020522132614.02c5cd00@mail.pwebtech.com>
Message-ID: <1022135110.9516.15.camel@ping>

On Thu, 2002-05-23 at 03:36, Joshua Mandelberger wrote:
> tmp table | SELECT DISTINCT main.* FROM Tickets main, Watchers Watchers_1, 
> Watchers Watchers_3  LEFT JOIN Users  |

Adam, this is caused by the Search facility.

Due to the design of the Watchers and Users tables, a join must be done
across them to select an email address.  One table or the other has an
apparently unused email address column that would solve the issue, but I
don't recall which now, and never investigated why it's unused...

But that aside, what you'll find is happening will be a user who is
searching for two email addresses, most likely because they don't
understand how the RT Search works and are adding a search by email
address twice.  This causes DBIx to produce the above ugly query, which
in turn causes MySQL to lock up tight.  The same problem occurs if you
attempt to search ticket content, for much the same reason.

I don't know offhand if this is a problem with the queries being
generated by DBIx, or an insurmountable problem caused by the table
design, or a problem with the way MySQL is handling the problem; instead
I hacked around it to prevent users from querying email address or
content more than once per search.  Attached is a patch to
.../lib/RT/Interface/Web.pm which will solve your immediate problem.

-- 
bje
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From mwatson at office.netspace.net.au  Thu May 23 02:34:04 2002
From: mwatson at office.netspace.net.au (Matthew Watson)
Date: Thu, 23 May 2002 16:34:04 +1000
Subject: [rt-users] RT2 and MySQL
In-Reply-To: <1022135110.9516.15.camel@ping>
Message-ID: <FCEEINDILJOBHBHAPOJPEEALCPAA.mwatson@office.netspace.net.au>

haha. so I'm not the only person to be bitten by this one.. RT2 is REALLY
slow
at searching for tickets by requestor.. and i've had no luck in indexing
this
query at all...and it just goes into a downward spiral if you let
staff try and search on more than one requestor..


> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Byron Ellacott
> Sent: Thursday, 23 May 2002 4:25 PM
> To: Joshua Mandelberger
> Cc: rt-users at fsck.com
> Subject: Re: [rt-users] RT2 and MySQL
>
>
> On Thu, 2002-05-23 at 03:36, Joshua Mandelberger wrote:
> > tmp table | SELECT DISTINCT main.* FROM Tickets main, Watchers
> Watchers_1,
> > Watchers Watchers_3  LEFT JOIN Users  |
>
> Adam, this is caused by the Search facility.
>
> Due to the design of the Watchers and Users tables, a join must be done
> across them to select an email address.  One table or the other has an
> apparently unused email address column that would solve the issue, but I
> don't recall which now, and never investigated why it's unused...
>
> But that aside, what you'll find is happening will be a user who is
> searching for two email addresses, most likely because they don't
> understand how the RT Search works and are adding a search by email
> address twice.  This causes DBIx to produce the above ugly query, which
> in turn causes MySQL to lock up tight.  The same problem occurs if you
> attempt to search ticket content, for much the same reason.
>
> I don't know offhand if this is a problem with the queries being
> generated by DBIx, or an insurmountable problem caused by the table
> design, or a problem with the way MySQL is handling the problem; instead
> I hacked around it to prevent users from querying email address or
> content more than once per search.  Attached is a patch to
> .../lib/RT/Interface/Web.pm which will solve your immediate problem.
>
> --
> bje
>




From hwagener at hamburg.fcb.com  Thu May 23 04:15:00 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 23 May 2002 10:15:00 +0200
Subject: [rt-users] How to change default in resolve from "comment" 
 to"correspondanc e" ?
References: <39C962D95C62CE47813FAF5341E6C8710B23C1@sa-usa-sj-po.sanjose.siliconaccess.com> <3CEBDE85.8040505@sdl.usu.edu> <3CEBDFC9.6020001@sdl.usu.edu>
Message-ID: <3CECA504.1A176414@hamburg.fcb.com>

Neal Barney wrote:
> 
> Neal Barney wrote:
> 
> > It would be easier (and perhaps better) to just create a 'scrip' to do
> > it.  You could set this up by queue or have it as a global setting.
> > As root (or someone with the proper priveledges) click on
> > "Configuration" -> "Global" -> "Scrips" (if you want to make it global).
> >
> > Then do: "OnResolve NotifyRequestors with Template Correspondence".
> 
> Whoops.  That should have been "with Template Resolved".

Not necessarily good. This breaks the clean line between comments and
correspondence.

To change the Web Interface, simply copy
/path/to/rt2/WebRT/html/Ticket/Elements/Tabs to
/path/to/rt2/local/WebRT/html/Ticket/Elements/Tabs 
and apply the following changes:

In line 75, change 
path => "Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=".$id,
to
path => "Ticket/Update.html?Action=Reply&DefaultStatus=resolved&id=".$id,

and voila!, instant replies. Be sure to check this still works after an
upgrade to a newer version, the original template may have changed, so You'd
need to make this change again.

Regards,
	Harald
-- 
Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com



From sebastian at flothow.de  Wed May 22 17:01:40 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Wed, 22 May 2002 23:01:40 +0200
Subject: [rt-users] link to sorted search
Message-ID: <a05100307b911b6cf0a3b@[217.185.65.254]>

I've configured RT to show priorities in the search output. Now I'd 
like to change the queue links in the upper right of the home page so 
that the search results are sorted by priority, descending.
How do I do that?


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



From sebastian at flothow.de  Thu May 23 07:20:32 2002
From: sebastian at flothow.de (Sebastian Flothow)
Date: Thu, 23 May 2002 13:20:32 +0200
Subject: [rt-users] Block correspondence to web form address
In-Reply-To: <1022120521.24758.20.camel@gordonlaptop>
References: <1022120521.24758.20.camel@gordonlaptop>
Message-ID: <a05100302b912800b2fbe@[217.185.65.187]>

At 14:22 Uhr +1200 23.5.2002, Gordon Smith wrote:
>We have a form on one of our sites where users can submit a message
>which is then forwarded to our helpdesk. What I'm trying to do is
>migrate them onto RT, but I've been unable to find out how I stp RT from
>sending a reply to the web server...

Create an alias which forwards mail to /dev/null, then have the web 
form use this as sender address. You should create this alias on the 
machine running RT, so that the autoreplies don't travel across the 
network.

Or, have the users enter their address in the form und use this as 
the sender. That way, they will receive the autoreply, and replying 
via RT is actually useful.


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



From josh at saratoga.lib.ny.us  Thu May 23 08:40:24 2002
From: josh at saratoga.lib.ny.us (josh)
Date: Thu, 23 May 2002 08:40:24 -0400
Subject: [rt-users] Installation on Cobalt RaQ XTR
In-Reply-To: <B9128771.42A7%andrew@rwts.com.au>; from andrew@rwts.com.au on Thu, May 23, 2002 at 11:48:01AM +1000
References: <45EDA71CFF25D411A2E400508B6FC52A05E663AB@orportexch1.internal.nextlink.net> <B9128771.42A7%andrew@rwts.com.au>
Message-ID: <20020523084024.A3465@saratoga.lib.ny.us>

On Thu, May 23, 2002 at 11:48:01AM +1000, Andrew Yager wrote:
> DO NOT UPGRADE PERL!!!!
> 
> Nothing will work!!!! It is VERRY VERRRY VERRRY bad on a cobalt!!!!

This is quite true. Oh, and so everyone nows the version of Perl that
comes with them is current enough according to the install
notes. Cobalts are (at least my RaQ XTR is ) Intel processor machines
(some older ones were MIPS) that are using RedHat with a customized
driven by an apache server, a postgresql database, and a lot of perl
scripts. If you see a similarity to say, 'rt', you'll realize where
the trouble is because I would, ideally like to use the same apache
server, database server, and perl for rt.

As it is an appliance it seems to rightly appeal to people who just
want something they can mount in a rack, and not have to mess
with. While I'd like that too, I was expecting to have to customize
more anyhow since I'm adapting it to serve my business, which is a
public library, not an ISP.

> 
> If u send me a list of the problems you are having, I regularly configure &
> install rt on cobalts - I may be able to help.
> 

Well most of it seems related to the Perl. The two things that are
still confusing are which database to use. There is a MySQL package,
which I installed and looks like it would work, though Postgres is
also installed and I would like to user that eventually. The MySQL is
only one release too old according to the doc.

The biggest problem for me is figuring out how to create the users and
locate the web site. These are web appliances so if I create an RT
user through the web interface, I'd wind up with a ~rt web site - that
I don't want. I'd like to create a support.mydomain.org web site as a
home for the rt system. The Cobalts, designed for web hosting, can
create multipble web site almost by accident. Virtual domains are
easily supported, but there is a maze of symlinks. Do I try to get RT
to install in place of the site for the domain. 

> Andrew
> 
> On 22/5/02 7:36 AM, "Swayne, Mark A" <mark.a.swayne at xo.com> wrote:
> 
> > I can't say anything about how to downgrade back to a previous Perl version.
> > But to avoid this problem, decline to update perl, and update the CPAN
> > module itself.  Newer versions do not attempt to shove a perl upgrade down
> > your throat.

This is really a FAQ. The instructions to install a new CPAN module to
avoid the problem were in the Installation Guide that I downloaded,
more toward back than I would've liked. I think everyone should note,
that at least earlier in this week, the CPAN upgrade does not wipe out
the old version. After upgrading there were three perl binaries in
/usr/bin/; perl, perl5.6.1, and perl5.00503. The 'perl' was an exact
copy of perl5.6.1. I simply copied perl5.00503 to perl. [ Keeping old
and new versions with either a copy or a symlink to the system default
name used to be a very common way of upgrading programs at unix
sites. When I was working at a university you had to keep all the old
versions of everything for professors who needed to keep using the old
versions for classes while converting to the new version.]

> > 
> > If you can, I would recommend using the latest perl with mason--especially
> > if you are currently using 5.6.0.
> > 
> > Some people (especially linux users) are reporting success using Mason with
> > the latest mod_perl and perl 5.6.1 compiled as a DSO.  You could try this
> > config.
> > 
> > Another option, if you have a support contract, is to harass Sun about your
> > problems with the RAQ.  They should really make current software support
> > available for server appliance users.

Support? I am the support. Which is to say, yes Sun should keep it
more current, but I believe it is current enough anyhow.

> > -Mark
> ___________________
> Andrew Yager

-- 
Josh Kuperman                       
josh at saratoga.lib.ny.us




From andrew at rwts.com.au  Thu May 23 09:16:14 2002
From: andrew at rwts.com.au (Andrew Yager)
Date: Thu, 23 May 2002 23:16:14 +1000
Subject: [rt-users] Installation on Cobalt RaQ XTR
In-Reply-To: <20020523084024.A3465@saratoga.lib.ny.us>
Message-ID: <B91328BE.42F5%andrew@rwts.com.au>

As an aside [to start], if you ever do come across a spare cobalt, do
upgrade perl on it. It's interesting to watch the machine systematically
fail to start up anything remotely human :-)... First with apache... But
it's all down hill from there. Don't do it on a production server as the
only way to recover (according to Sun - and we know because we paid a large
sum of money to find this out) is with a full system recovery.

On 23/5/02 10:40 PM, "josh" <josh at saratoga.lib.ny.us> wrote:

>> 
>> If u send me a list of the problems you are having, I regularly configure &
>> install rt on cobalts - I may be able to help.
>> 
> 
> Well most of it seems related to the Perl. The two things that are
> still confusing are which database to use. There is a MySQL package,
> which I installed and looks like it would work, though Postgres is
> also installed and I would like to user that eventually. The MySQL is
> only one release too old according to the doc.
> 

If you want to use MySQL (which, incidently there is nothing wrong with)
grab a copy of it from Package master

http://www.pkgmaster.com/ - this is the new URL for the old unsupported
distribution of sun packages. There is a late MySQL up there for you to
grab. This should help with that... I've never set it up on Postgres so I
can't quite help with that...

> The biggest problem for me is figuring out how to create the users and
> locate the web site. These are web appliances so if I create an RT
> user through the web interface, I'd wind up with a ~rt web site - that
> I don't want. I'd like to create a support.mydomain.org web site as a
> home for the rt system. The Cobalts, designed for web hosting, can
> create multipble web site almost by accident. Virtual domains are
> easily supported, but there is a maze of symlinks. Do I try to get RT
> to install in place of the site for the domain.
> 

A couple of options...

1) Create a user over the command line using useradd (can't remember if it's
in the redhat distribution cobalt uses) or modifying the appropriate system
file (/etc/passwd) to add a user.
The down side of this is that backups fail and restores don't work for the
entire server because of this. It's bizzare - but a pain. The same is not
true of the e-mail aliases you set up and the web domains you set up.

2) Create a user using the web interface on some site that you have (dosen't
even have to really exist - for example you may create a new site called
mynothingsite.somewhere.com ) called rt. It doesn't need to have anything.
This will allow backups/restores to still function. The user doesn't really
have to do anything.

If you want, you can actually remove the user's web folder
(/home/sites/sitename/users/rt/web)

Usernames are global - so an rt user on one site exists everywhere.
This should allow the rt user to work. Take your pick which method to use -
but I strongly suggest that you use the web interface to make the user.

Step 1 completed, you need to move to step 2.

You should be able to get the packages to install from testdeps/fixdeps...
This requires a few long hours of fiddling, but I always seem to get it. One
day I'll actually document it and put up a how-to somewhere. In past the
Msql/MySQL package has been the hardest, but it seems to have gotten better
(perhaps I just go smarter???) If you have the latest version of MySQL
available from pkgmaster you should be fine.

Step 3 is install - this is straight forward. I recommend you install to
/usr/local/rt2/

Step 4 - modify httpd config.

Open your httpd.conf file (/etc/httpd/conf/httpd.conf ) using your favourite
text editor and edit as per instructions. There is no great tricks to
this... Just stick the appropriate lines for you. If you are setting rt up
as a virtual site (which I believe you are...) just add it in the virtual
sites area down the bottom. This site will not show up on the web interface
for the cobalt, but will still work.

You will need to enable rt-mailgate to be used by smrsh (if you get stuck
type man smrsh).

To make your mail aliases work (this was the hardest bit as I didn't notice
any documentation on this) - modify the aliases file (/etc/mail/aliases)
with some rt aliases (eg support-queue: /usr/local/rt2/bin/rt-mailgate ...)
and then modify the virtusertable to include users that point to this alias
- eg:
support at somewhere.com : support-queue
support at www.somewhere.com : support-queue

There is a point in this file where it says add your changes below here -
that is the best place to stick these users.

I'm not sure if the cobalt processes the virtusertable file when you issue
the newaliases command, so the easiest thing is to open the web interface,
and modify a user (add another alias or something to their e-mail address).
This will cause this file to be processed, and everything will be dandy.
[hopefully]

Hopefull this will help you a bit, and perhaps even some other poor
struggling cobalt users out there as well.

Yours,
Andrew

>> Andrew
>> 
>> On 22/5/02 7:36 AM, "Swayne, Mark A" <mark.a.swayne at xo.com> wrote:
>> 
>>> I can't say anything about how to downgrade back to a previous Perl version.
>>> But to avoid this problem, decline to update perl, and update the CPAN
>>> module itself.  Newer versions do not attempt to shove a perl upgrade down
>>> your throat.
> 
> This is really a FAQ. The instructions to install a new CPAN module to
> avoid the problem were in the Installation Guide that I downloaded,
> more toward back than I would've liked. I think everyone should note,
> that at least earlier in this week, the CPAN upgrade does not wipe out
> the old version. After upgrading there were three perl binaries in
> /usr/bin/; perl, perl5.6.1, and perl5.00503. The 'perl' was an exact
> copy of perl5.6.1. I simply copied perl5.00503 to perl. [ Keeping old
> and new versions with either a copy or a symlink to the system default
> name used to be a very common way of upgrading programs at unix
> sites. When I was working at a university you had to keep all the old
> versions of everything for professors who needed to keep using the old
> versions for classes while converting to the new version.]
> 
>>> 
>>> If you can, I would recommend using the latest perl with mason--especially
>>> if you are currently using 5.6.0.
>>> 
>>> Some people (especially linux users) are reporting success using Mason with
>>> the latest mod_perl and perl 5.6.1 compiled as a DSO.  You could try this
>>> config.
>>> 
>>> Another option, if you have a support contract, is to harass Sun about your
>>> problems with the RAQ.  They should really make current software support
>>> available for server appliance users.
> 
> Support? I am the support. Which is to say, yes Sun should keep it
> more current, but I believe it is current enough anyhow.
> 
>>> -Mark
>> ___________________
>> Andrew Yager

___________________
Andrew Yager
Real World Technology Solutions
Real People, Real SolUtions (tm)
ph: (02) 9945 2567 fax: (02) 9945 2566
mob: 0405 15 2568
http://www.rwts.com.au/
_________________________




From naoy at levillage.org  Thu May 23 16:16:43 2002
From: naoy at levillage.org (naoy at levillage.org)
Date: Thu, 23 May 2002 16:16:43 fr
Subject: [rt-users] keyword pb
Message-ID: <3cecf9cb.2a4f.0@meloo.com>

i tried the keyword tutorial which is in RT/Doc
all work fine until the last step:

"Once you have entered some keyword selections, go to the search form
and search for the queue 'jobs'. At the bottom of your results page,
you will see that the 'Progress' keyword is now included as a search
restriction, so you can use the progress step as a term in searches.


i don't see anything at the bottom of my result page.

thanks in advance
_______________________________________________________

computers are not intelligent. they only think they are

---
Ce mel a ?t? envoy? avec Meloo http://www.meloo.com




From mark.a.swayne at xo.com  Thu May 23 13:59:31 2002
From: mark.a.swayne at xo.com (Swayne, Mark A)
Date: Thu, 23 May 2002 12:59:31 -0500
Subject: [rt-users] Installation on Cobalt RaQ XTR
Message-ID: <45EDA71CFF25D411A2E400508B6FC52A05E663B4@orportexch1.internal.nextlink.net>

Sounds like a good reason not to use a Cobalt.

Just spent a few minutes searching the knowledge base, and the only hint of
catastrophe was in this article:

Question   
How do I determine which version of perl is insatlled?   
Answer    
SUN COBALT PRODUCTS ARE SERVER APPLIANCES AND ARE DESIGNED TO PROVIDE
SERVICES SUCH AS WEB HOSTING, E-MAIL, AND FILE SHARING, WHICH ARE ACCESSED
VIA A WEB-BASED USER INTERFACE. DIRECT ACCESS OR MODIFICATION OF THE
UNDERLYING SOFTWARE OR HARDWARE OF THE SUN COBALT PRODUCT IS NOT SUPPORTED
BY SUN COBALT AND WILL VOID YOUR PRODUCT WARRANTY. THE INFORMATION BELOW IS
PROVIDED "AS IS," FOR INFORMATIONAL PURPOSES ONLY. SUN COBALT WILL NOT BE
LIABLE FOR ANY LOSSES OR DAMAGES SUFFERED AS A RESULT OF YOUR USE OF THIS
INFORMATION. PHONE AND WEB-BASED SUPPORT WILL NOT BE AVAILABLE FOR SYSTEM
ISSUES ARISING OUT OF THE USE OF THIS INFORMATION.
Log into the server using a telnet application, and enter the following at
the command line:

[admin admin]$ perl -v

http://cobalt-knowledge.sun.com/cgi-bin/kbase.cfg/php/enduser/std_adp.php?p_
sid=TQALIRfg&p_lva=&p_refno=010608-002524&p_created=992013163&p_sp=cF9ncmlkc
29ydD0mcF9yb3dfY250PTMyJnBfc2VhcmNoX3RleHQ9cGVybCZwX3NlYXJjaF90eXBlPTMmcF9wc
m9kX2x2bDE9fmFueX4mcF9wcm9kX2x2bDI9fmFueX4mcF9jYXRfbHZsMT1_YW55fiZwX2NhdF9sd
mwyPX5hbnl_JnBfc29ydF9ieT1kZmx0JnBfcGFnZT0x&p_li=

Nice of them to give fair warning.  I'll think I'll stick with real RedHat
systems.


-----Original Message-----
From: Andrew Yager [mailto:andrew at rwts.com.au]
Sent: Thursday, May 23, 2002 6:16 AM
To: rt-users
Subject: Re: [rt-users] Installation on Cobalt RaQ XTR


As an aside [to start], if you ever do come across a spare cobalt, do
upgrade perl on it. It's interesting to watch the machine systematically
fail to start up anything remotely human :-)... First with apache... But
it's all down hill from there. Don't do it on a production server as the
only way to recover (according to Sun - and we know because we paid a large
sum of money to find this out) is with a full system recovery.


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



From frank.hoffsummer at svt.se  Wed May 22 13:39:01 2002
From: frank.hoffsummer at svt.se (Frank Hoffsummer)
Date: Wed, 22 May 2002 19:39:01 +0200
Subject: [rt-users] RT2: requestor-mode Web Interface
Message-ID: <003401c201b7$8f2a9250$cd551986@terminator20>

Hello,
I managed to install RT2 and am now trying to figure out how to best use
it for our purposes.
Since the email configuration is quite complex and not so well
documented (and would include a lot of departments around here) I aim to
have a pure Web-based access to RT for all users, i.e. also the
requestors.

How to best set RT2 up for that? Anybody else uses RT in such a pure
web-based environment?

I read the available documentation and stumbled across the following
(http://fsck.com/rtfm/article.html?id=2#80):

<< If you intend to let ticket requestors use the requestor-mode web
interface, you should grant "Requestor" the right to "ShowTicket" >>


What is this "requestor-mode web interface"? How do I access it? Any
further documentation?


Thanks a lot for any insight you might have
-frank




From wash at wananchi.com  Wed May 22 10:09:54 2002
From: wash at wananchi.com (Odhiambo Washington)
Date: Wed, 22 May 2002 17:09:54 +0300
Subject: [rt-users] Ticket Cloning?
In-Reply-To: <5.1.0.14.0.20020521140517.05c9b008@pop.sfo.com>
References: <1022011741.29905.84.camel@milagro.wildbrain.com> <5.1.0.14.0.20020521140517.05c9b008@pop.sfo.com>
Message-ID: <20020522140954.GP65688@ns2.wananchi.com>

* Will Doherty <doherty at onlinepolicy.org> [20020522 00:16]: wrote:
> Along these lines, is there a way to transfer a task
> from one queue to another? (Sorry if the answer is
> really obvious... I'm still trying to get up to speed
> on the system.)
> 


Open the ticket -> Click on the Basics, at the far end there is queue name,
just select the other queue name and save changes....


-Wash

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


$100 invested at 7% interest for 100 years will become $100,000, at
which time it will be worth absolutely nothing.
		-- Lazarus Long, "Time Enough for Love"




From tblich at easylink.com  Wed May 22 11:39:55 2002
From: tblich at easylink.com (Thomas F. Blich)
Date: Wed, 22 May 2002 11:39:55 -0400
Subject: [rt-users] OT: Open Source Asset Tracking
Message-ID: <NEBBLBGEBMFMLOHAEHLNAECHEHAA.tblich@easylink.com>

Off Topic: Does anyone know of an open source fixed asset tracking software.

Thanks,


Thomas F. Blich
UNIX Systems Administrator
EasyLink Services Corporation
(V) 973-331-4646
(F) 973-461-4391
http://www.easylink.com

This message, together with any attachments, may contain information that is
confidential or legally privileged. If you are not the intended recipient,
you are not permitted to disseminate, distribute, or copy this message or
any attachment. If you have received this message in error, please notify
the original sender by return e-mail and delete this message, along with any
attachments from your computer. Thank you.





From sheeri.kritzer at tufts.edu  Fri May 17 11:32:15 2002
From: sheeri.kritzer at tufts.edu (sheeri.kritzer at tufts.edu)
Date: Fri, 17 May 2002 11:32:15 -0400 (EDT)
Subject: [rt-users] Changing ticket status on correspondance...
In-Reply-To: <a05100302b90ac7f752da@[217.185.77.12]>
References: <Pine.LNX.4.44.0205162105560.28478-100000@breu.cfu.net>
 <20020517031025.GE361@luggage> <a05100302b90ac7f752da@[217.185.77.12]>
Message-ID: <1021649535.3ce5227f44cc6@granite.tufts.edu>

> At 13:10 Uhr +1000 17.5.2002, Phil Homewood wrote:
> >     if (
> >         ($TicketAsSystem->Status ne 'open') and
> >         ($TicketAsSystem->Status ne 'new') and
> >         ($TicketAsSystem->Status ne 'stalled')
> >        ) {

Hrm.

People have complained to me that RT re-opens a resolved ticket when they comment on it.  Would this be a fix for that?

My other concern is: would that break automagically creating a ticket?  ie, if an e-mail comes in without the subject line, and I have that fix in place to not re-open a ticket once it's resolved, will it still auto-create a ticket?

-Sheeri Kritzer



From dupuy at sysd.com  Thu May 16 12:54:37 2002
From: dupuy at sysd.com (Alexander Dupuy)
Date: Thu, 16 May 2002 12:54:37 -0400
Subject: [rt-users] Newbie trouble: keywords don't work
Message-ID: <3CE3E44D.7030101@sysd.com>

Given that it seems like every single user who tries to set up keywords 
has this problem (I had it myself, but managed to figure it out without 
inflicting another request for explanation to the list), just having the 
Keywords tutorial doesn't seem like enough.

Is there any reason the following patch (untested) or something much 
like it, shouldn't be used to prevent newbies from making this classic 
mistake?

--- old/usr/local/rt2/lib/RT/Keyword.pm    Fri Dec 14 14:03:08 2001
+++ /usr/local/rt2/lib/RT/Keyword.pm    Thu May 16 12:49:27 2002
@@ -107,6 +107,11 @@
         $RT::Logger->err( "can't yet specify parents by name, sorry: ". 
$args{'Parent'});
         return(0,'Parent must be specified by id');
      }
+
+    if ( $args{'Name'} =~ m|/| ) {
+       $RT::Logger->err( "keyword names cannot contain '/', sorry: ". 
$args{'Name'});
+       return(0,'Keyword names cannot contain /');
+    }

      my $val = $self->SUPER::Create(Name => $args{'Name'},
                                    Description => $args{'Description'},

@alex
-- 
mailto:dupuy at sysd.com




From Gilles-Eric.Descamps at SiliconAccess.com  Mon May 20 15:46:23 2002
From: Gilles-Eric.Descamps at SiliconAccess.com (Gilles-Eric Descamps)
Date: Mon, 20 May 2002 12:46:23 -0700
Subject: [rt-users] rt 2.0.13/RedHat 7.1: Can't get ticket submission by mail to work
 .
Message-ID: <39C962D95C62CE47813FAF5341E6C8710B23A6@sa-usa-sj-po.sanjose.siliconaccess.com>

 
Hi,
 
I've just "upgraded" my rt 1.0.7 to rt 2.0.13.
 
However, I cannot manage to get the mail interface to work:
I'm using RedHat 7.1 with sendmail and /etc/smrsh/rt-mailgate
 
Mails are returned with:
----- The following addresses had permanent fatal errors -----

|"/u/rt/rt2i/bin/rt2i-mailgate --queue sanjose --action correspond"

(reason: 2)

(expanded from: <help-sjc at engapp1.sanjose.siliconaccess.com>)

----- Transcript of session follows -----

Can't locate config.pm in @INC (@INC contains: /u/rt/rt2i/etc /u/rt/rt2i/lib
/usr/lib/perl5/5.6.1/i686-linux /usr/lib/perl5/5.6.1
/usr/lib/perl5/site_perl/5.6.1/i686-linux /usr/lib/perl5/site_perl/5.6.1
/usr/lib/perl5/site_perl /usr/lib/perl5/5.6.0 /usr/lib/perl5/site_perl/5.6.0
/usr/lib/perl5/site_perl/5.6.0/i386-linux /usr/local/lib/perl5/5.00503
/usr/local/lib/perl5/site_perl/5.005 .) at
/u/rt/rt2i/lib/RT/Interface/Email.pm line 107.

BEGIN failed--compilation aborted at /u/rt/rt2i/lib/RT/Interface/Email.pm
line 107.

Compilation failed in require at /etc/smrsh/rt2i-mailgate line 30.

BEGIN failed--compilation aborted at /etc/smrsh/rt2i-mailgate line 30.

554 5.3.0 |"/u/rt/rt2i/bin/rt2i-mailgate --queue sanjose --action
correspond"... unknown mailer error 2

 

One way to solve this is to give read permissions to everybody

to /u/rt/rt2i/etc/config.pm

 

Then rt works, but then, I have a security hole :-(

 

What did I miss ?

 

Thanks,

 

--
Gilles-Eric DESCAMPS, SILICON ACCESS NETWORKS
<        Enabling the Future Internet       >
211 River Oaks Parkway  - San Jose, CA, 95134
mailto:Gilles-Eric.Descamps at SiliconAccess.com
"Sed quis custodiet ipsos custodes ?"

 



From bruce_campbell at ripe.net  Tue May 21 15:30:44 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 21 May 2002 21:30:44 +0200 (CEST)
Subject: [rt-users] Owner Correspondence Scrip
In-Reply-To: <Pine.LNX.4.44.0205211417580.625-100000@x22.ripe.net>
Message-ID: <Pine.LNX.4.44.0205212106590.625-400000@x22.ripe.net>

On Tue, 21 May 2002, Bruce Campbell wrote:

> On Fri, 17 May 2002, Derek D. Martin wrote:
>
> > On Fri, May 17, 2002 at 10:07:49AM -0700, Robin Lee Powell wrote:
> > > > Am I the only one that cares about this?
> > >
> > > No, but I think you're the only one who cares as much as you do.
> > >
> > > I think you're gonna have to go into the code.
> >
> > Ucky.  It's not that I mind digging in the code. I just don't have
> > the time.  :(
>
> http://www.amsterdamned.org/~bc/rt/BC_SendEmail.pm

And as Derek has pointed out in private mail, I'm being unnecessarily
obscure ;)

Attached is BC_SendEmail, BC_Notify.pm and a script to insert a new
ScripAction into the database called 'BC_NotifyAdminCcs'.  Note that I can
only warrent that BC_SendEmail works with sendmailpipe as the MailCommand
in config.pm .

BC_Notify checks for a config.pm frob named 'SendBackToOriginator', where
a value of '0' gives the RT default behaviour, and a value of '1' gives
the requested behaviour (if you use BC_NotifyAdminCcs below).

To use, copy BC_SendEmail.pm and BC_Notify.pm into your lib/RT/Action
directory.  Change the 'use lib' lines in BC_NotifyAdminCcs.pl to reflect
your own installation and run it to add a ScripAction to your database
named 'BC_NotifyAdminCcs'.

( what, you ran it without checking it?  sheesh )

Then, you can go through the WebUI and replace the Scrip for your queue
reading:

	OnCorrespond NotifyAdminCcs with Template Correspondence
and
	OnCreate NotifyAdminCcs with Template Correspondence

with

	OnCorrespond BC_NotifyAdminCcs with template OrigCorrespondence
and
	OnCreate BC_NotifyAdminCcs with template OrigCorrespondence

Note that you will need to create the template named 'OrigCorrespondence'
first.  Mine reads somewhat like:

--
{ $Transaction->Message->First->NiceHeaders() }

{ $Transaction->Content() }
{ my $have_first = 0; my $retval= undef; my $Attachments =
$Transaction->Attachments; while( my $Attachment = $Attachments->Next ){
next if( $Attachment->id == $Transaction->Message->First->id); if(
$Attachment->Content eq $Transaction->Content ){ $have_first = 1 if(
$have_first == 0 ); next if( $have_first <= 1 ); } $retval = "\nURLs to
Attached parts:\n" if( ! defined( $retval ) ); $retval .=  " " .
$RT::WebURL . "Ticket/Attachment/" . $Transaction->id . "/" .
$Attachment->id . "\n"; } $retval; }
--

This results in mails like:

	Date: Tue, 21 May 2002 21:24:10 +0200 (CEST)
	From: Bruce Campbell <bruce_campbell at ripe.net>
	Reply-To: myqueue at ripe.net
	To: myqueue at ripe.net
	Subject: [ripe.net #46104] testing attachments

	some text

	URLs to Attached parts:
	   http://rt2.ripe.net/Ticket/Attachment/176966/131187

( The last two lines only appear if an attachment was present )

Even if I send it to the queue (wait, I just did ;) ), I get it back as
part of being an AdminCc on that queue.  Other aspects is that I see the
original email address

If you like, you could change the insert script to be other than a
replacement for NotifyAdminCcs, however I personally haven't done that (we
present a certain interface to the outside, and easily exposing our direct
email addresses isn't included), but it should work.

Hopefully all of the above helps, and I'm heading home ;)


-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B                      Operations
-------------- next part --------------
#$Header: /home/rt2/lib/RT/Action/RCS/BC_Notify.pm,v 1.1 2002/02/18 17:33:36 rt2 Exp rt2 $

package RT::Action::BC_Notify;
require RT::Action::BC_SendEmail;
@ISA = qw(RT::Action::BC_SendEmail);


# {{{ sub SetRecipients

=head2 SetRecipients

Sets the recipients of this message to Owner, Requestor, AdminCc, Cc or All. 
Checks the value of $RT::SendBackToOriginator to see whether we should
notify the AdminCc Originator of the message (do you want your correspondence
mail back or not).

=cut


sub SetRecipients {
    my $self=shift;

    $arg=$self->Argument;

    $arg =~ s/\bAll\b/Owner,Requestor,AdminCc,Cc/;
    
    my (@To, @PseudoTo, @Cc, @Bcc);

    if ($arg =~ /\bRequestor\b/) {
	push(@To, @{$self->TicketObj->Requestors->Emails});
    }
        
    if ($arg =~ /\bCc\b/) {
	#If we have a To, make the Ccs, Ccs, otherwise, promote them to To
	if (@To) {
	    push(@Cc, @{$self->TicketObj->Cc->Emails});
	    push(@Cc, @{$self->TicketObj->QueueObj->Cc->Emails});
	} else {
	    push(@Cc, @{$self->TicketObj->CcAsString});
	    push(@To, @{$self->TicketObj->QueueObj->Cc->Emails});
	}
    }
    
    if ( ($arg =~ /\bOwner\b/) && 
	 ($self->TicketObj->OwnerObj->id != $RT::Nobody->id) ) {
	# If we're not sending to Ccs or requestors, 
	# then the Owner can be the To.
	if (@To) {
	    push(@Bcc, $self->TicketObj->OwnerObj->EmailAddress);
	}
	else {
	    push(@To, $self->TicketObj->OwnerObj->EmailAddress);
	}
	
    }
    
    if ($arg =~ /\bAdminCc\b/) {
        push(@Bcc, @{$self->TicketObj->AdminCc->Emails});
	push(@Bcc, @{$self->TicketObj->QueueObj->AdminCc->Emails});
    }

    if ($RT::UseFriendlyToLine) {    
    	unless (@To) {
	    push (@PseudoTo,  "'$arg of $RT::rtname Ticket #".$self->TicketObj->id."':;");
	}
    } 
    
    my $creator = $self->TransactionObj->CreatorObj->EmailAddress();
      
    #Strip the sender out of the To, Cc and AdminCc and set the 
    # recipients fields used to build the message by the superclass.
    my $striporiginator = 1;
    if( defined( $RT::SendBackToOriginator ) ){
        if( $RT::SendBackToOriginator == 1 ){
            $striporiginator = 0;
        }
    }

    # Assign the variables.
    @{$self->{'To'}} = @To;
    @{$self->{'Cc'}} = @Cc;
    @{$self->{'Bcc'}} = @Bcc;
    if( $striporiginator == 1 ){
	$RT::Logger->debug("$self: Stripping Originator from To, Cc and Bcc" );
        @{$self->{'To'}} = grep (!/^$creator$/, @To);
        @{$self->{'Cc'}} = grep (!/^$creator$/, @Cc);
        @{$self->{'Bcc'}} = grep (!/^$creator$/, @Bcc);
    }
    @{$self->{'PseudoTo'}} = @PseudoTo;    
    return(1);

}

# }}}

1;
-------------- next part --------------
# $Header: /home/rt2/lib/RT/Action/RCS/BC_SendEmail.pm,v 1.1 2002/02/18 17:33:36 rt2 Exp rt2 $
# Copyright 2000  Jesse Vincent <jesse at fsck.com> and Tobias Brox <tobix at cpan.org>
# Released under the terms of the GNU Public License

package RT::Action::BC_SendEmail;
require RT::Action::Generic;

@ISA = qw(RT::Action::Generic);


=head1 NAME

  RT::Action::BC_SendEmail - An Action which users can use to send mail 
  or can subclassed for more specialized mail sending behavior. 
  RT::Action::AutoReply is a good example subclass.


=head1 SYNOPSIS

  require RT::Action::BC_SendEmail;
  @ISA  = qw(RT::Action::BC_SendEmail);


=head1 DESCRIPTION

Basically, you create another module RT::Action::YourAction which ISA
RT::Action::BC_SendEmail.

If you want to set the recipients of the mail to something other than
the addresses mentioned in the To, Cc, Bcc and headers in
the template, you should subclass RT::Action::BC_SendEmail and override
either the SetRecipients method or the SetTo, SetCc, etc methods (see
the comments for the SetRecipients sub).


=begin testing

ok (require RT::TestHarness);
ok (require RT::Action::BC_SendEmail);

=end testing


=head1 AUTHOR

Jesse Vincent <jesse at fsck.com> and Tobias Brox <tobix at cpan.org>

=head1 SEE ALSO

perl(1).

=cut

# {{{ Scrip methods (_Init, Commit, Prepare, IsApplicable)

# {{{ sub _Init 
# We use _Init from RT::Action
# }}}

# {{{ sub Generate_Mail 
# Generate the mail, don't send it.
# This function gets used by Preview and Commit.
sub Generate_Mail  {
    my $self = shift;
    #generate the email
    
    # If there are no recipients, don't try to send the message.
    # If the transaction has content and has the header RT-Squelch-Replies-To
    
    if (defined $self->TransactionObj->Message->First()) { 
	my $headers = $self->TransactionObj->Message->First->Headers();

	my $strippeople = 1;

	if( defined( $RT::SendBackToOriginator ) ){
	    if( $RT::SendBackToOriginator == 1 ){
		$strippeople = 0;
		$RT::Logger->debug("$self: Will include Originator in Receipients if required.\n");
	    }
	}

	if ( ($headers =~ /^RT-Squelch-Replies-To: (.*?)$/si ) && ( $strippeople == 1 ) ) {
	    my @blacklist = split(/,/,$1);
	    
	    # Cycle through the people we're sending to and pull out anyone on the
	    # system blacklist
	    
	    foreach my $person_to_yank (@blacklist) {
		$person_to_yank =~ s/\s//g;
		$RT::Logger->debug("$self: Removing $person_to_yank from Receipients (Transaction Originator?).\n");
		@{$self->{'To'}} = grep (!/^$person_to_yank$/, @{$self->{'To'}}) if( defined( $self->{'To'} ) );
		@{$self->{'Cc'}} = grep (!/^$person_to_yank$/, @{$self->{'Cc'}}) if( defined( $self->{'Cc'} ) );
		@{$self->{'Bcc'}} = grep (!/^$person_to_yank$/, @{$self->{'Bcc'}}) if( defined( $self->{'Bcc'} ) );
		@{$self->{'Envelope-To'}} = grep (!/^$person_to_yank$/, @{$self->{'Envelope-To'}}) if( defined( $self->{'Envelope-To'} ) );
	    }
	}
    }
    
    # Go add all the Tos, Ccs and Bccs that we need to to the message to 
    # make it happy, but only if we actually have values in those arrays.

    # Build the Envelope-To header, but only if this header is not already
    # defined.
   
    my $build_env_to = 1;
    $build_env_to = undef if( defined( $self->{'Envelope-To'} ) ); 

    if ( defined( @{$self->{'To'}} ) ){
        $self->SetHeader('To', join(',', @{$self->{'To'}}));
        splice( @{$self->{'Envelope-To'}}, @{$self->{'Envelope-To'}}, 0, @{$self->{'To'}} ) if( $build_env_to );
    }
    if ( defined( @{$self->{'Cc'}} ) ){
        $self->SetHeader('Cc', join(',' , @{$self->{'Cc'}}));
        splice( @{$self->{'Envelope-To'}}, @{$self->{'Envelope-To'}}, 0, @{$self->{'Cc'}} ) if( $build_env_to );
    }
    if ( defined( @{$self->{'Bcc'}} ) ){
        $self->SetHeader('Bcc', join(',', @{$self->{'Bcc'}}));
        splice( @{$self->{'Envelope-To'}}, @{$self->{'Envelope-To'}}, 0, @{$self->{'Bcc'}} ) if( $build_env_to );
    }

    # Set up the Envelope-To header (by now its defined)
    if ( defined( @{$self->{'Envelope-To'}} ) ){
        $self->SetHeader('Envelope-To', join(',', @{$self->{'Envelope-To'}})) 
    }

    my $MIMEObj = $self->TemplateObj->MIMEObj;
    

    $MIMEObj->make_singlepart;
    
    
    #If we don't have any recipients to send to, don't send a message;
    unless ($MIMEObj->head->get('To') ||
	    $MIMEObj->head->get('Cc') || 
	    $MIMEObj->head->get('Bcc') || 
	    $MIMEObj->head->get('Envelope-To') ){
	$RT::Logger->debug("$self: No recipients found. Not sending.\n");
	return(1);
    }

    # PseudoTo	(fake to headers) shouldn't get matched for message recipients.
    # If we don't have any 'To' header, drop in the pseudo-to header.

    $self->SetHeader('To', join(',', @{$self->{'PseudoTo'}}))
      if ( (@{$self->{'PseudoTo'}}) and (! $MIMEObj->head->get('To')));


    return(1, $MIMEObj );
} 
# }}}

# {{{ sub Preview
# Call Generate_Mail and then return what we'd pass to sendmail.
sub Preview {

    my $self = shift;

    my ( $retval, $MIMEObj ) = $self->Generate_Mail( @_ );

    if( $retval && $MIMEObj ){

        return( $retval, $MIMEObj->as_string );

    }else{

        return( 0, "Generate_Mail returned nothing" );

    }
}
# }}}
    

# {{{ sub Commit
# Call Generate_Mail and then send the Email.
sub Commit {

    my $self = shift;

    my ( $retval, $MIMEObj ) = $self->Generate_Mail( @_ );

    if( $retval && $MIMEObj ){

	# Pull the Envelope-To header for who gets it.
	my @receipients_raw = ();
	@receipients_raw = $MIMEObj->head->get_all('Envelope-To');
	if( (scalar @receipients_raw ) <= 0 || ( ( scalar @receipients_raw ) == 1 && $receipients_raw[0] =~ /^\s*$/ ) ){
	    foreach my $this_header( 'To', 'Cc', 'Bcc' ){
		# Add this_header to the list of receipients
		my @tmp_result = $MIMEObj->head->get_all($this_header);
		foreach my $poppy( @tmp_result ){
		    $RT::Logger->debug("$self: Found X $poppy X in $this_header\n");
		    push @receipients_raw, $poppy;
		}
	    }
	    # splice( @receipients_raw, @receipients_raw, 0, @{$MIMEObj->head->get_all('To')} );
	    # splice( @receipients_raw, @receipients_raw, 0, @{$MIMEObj->head->get_all('Cc')} );
	    # splice( @receipients_raw, @receipients_raw, 0, @{$MIMEObj->head->get_all('Bcc')} );
	}else{
	    $RT::Logger->debug("$self: Envelope-To was defined as " . $MIMEObj->head->get('Envelope-To') . "\n" );
	}

	my @receipients = ();
	if( (scalar @receipients_raw) > 0 ){
	    # Delete the Envelope-To header - it doesn't go out.
	    # ( purely used as a mechanism for having the 'To', 'Cc' headers
	    #   different from who we're actually sending it to. )
	    $MIMEObj->head->delete('Envelope-To');

	    # For each record in @receipients_raw, use Mail::Address to get
	    # the actual address.  Don't want to be messing with fancy names.
	    use Mail::Address;

	    # Only put each address in once.
	    my %tmp_uniq_cache = ();

	    foreach my $rec ( @receipients_raw ){
		$RT::Logger->debug("$self: value from receipients_raw is $rec\n");
	        my @tmp_addrs = Mail::Address->parse( $rec );
	        foreach my $tmp_addr ( @tmp_addrs ){
		    my $tmp_result = $tmp_addr->address;
		    chomp $tmp_result;
		    $tmp_result =~ s/^\s*//g;
		    $tmp_result =~ s/\s*$//g;
		    $tmp_uniq_cache{"$tmp_result"}++;
		    if( $tmp_uniq_cache{"$tmp_result"} == 1 ){
 		        push @receipients, $tmp_result;
		    }else{
			$RT::Logger->debug("$self: Will not add $tmp_result to receipient list multiple times\n");
		    }
		}
	    }
	} 

	if( (scalar @receipients) <= 0 ){
	    # This bit of code should never be executed.
	    $RT::Logger->debug("$self: No recipients found in Commit(). Not sending.\n");
	    return(0);
	}   # We don't need to uniq the list, as we've done that previously.
	 else{
	    foreach my $val ( @receipients ){
		$RT::Logger->debug("$self: Will attempt to send to $val\n");
	    }
	}

	$RT::Logger->debug("$self: About to send.  Message will be:\n" . $MIMEObj->as_string . "\n--END OF MESSAGE\n");

	# if ($RT::MailCommand eq 'smtp' || 1 == 1 ){
	if ($RT::MailCommand eq 'smtp' ){
	    $RT::Logger->debug("$self: Attempting sending via smtp\n");

	    # This is overly complex because I'm trying to catch too many
	    # possible error conditions.  Should put this in a seperate
	    # subroutine.

	    my @done_so_far = ();

	    # How many addresses should we try to send at once?
	    my $max_in_one_try = ${$RT::SMTPOptions{"max_rcpt_to"}};

	    my $retries_so_far = 0;

	    my $max_retries = ${$RT::SMTPOptions{"retries"}};
	    $RT::Logger->debug("$self: max_retries is $max_retries\n");

	    while( ( ( scalar @done_so_far ) <= ( scalar @receipients ) ) && ( ( scalar @receipients ) > 0 ) && ( $retries_so_far < $max_retries ) ){

		$RT::Logger->debug("$self: On Retry $retries_so_far\n") if( $retries_so_far > 0 );
		my @these_servers = split( /,\s+/, ${$RT::SMTPOptions{"serverlist"}} );

		# Ramp down the max_in_one_try in case thats a problem.
		$max_in_one_try = int( $max_in_one_try / 2 ) if( $retries_so_far > 1 );

		$max_in_one_try = 1 if( $max_in_one_try < 1 || $retries_so_far > 2 );

		$RT::Logger->debug("$self: Going to send to $max_in_one_try receipients\n");
		$RT::Logger->crit("$self: Going to send to $max_in_one_try receipient.  Check MTA\n") if( $max_in_one_try == 1 );

		foreach my $this_host ( @these_servers ){
	   
		    # build an acceptable list of receipients from whats left.
		    my $loop = 0;
		    my @these_receipients = ();
		    while( ( $loop < $max_in_one_try ) && ( $loop < ( scalar @receipients ) ) ){
			$these_receipients[$loop] = $receipients[$loop];
		        $RT::Logger->debug("$self: Queuing for $these_receipients[$loop] via $this_host\n");
			$loop++;
		    }

		    my $this_host_ok = 1;
		    while( $this_host_ok > 0 && ( scalar @these_receipients ) > 0 ){

	    		my @sent_to = $MIMEObj->smtpsend(   'Host' => $this_host ,
						'Hello' => $RT::rtname,
						'To' => @these_receipients );

			# Work out who got 'em.
			foreach my $this_addr( @sent_to ){
			    $RT::Logger->debug("$self: Sent to $this_addr via $this_host\n");
			    next if( ! defined( $this_addr ) );
			    next if( $this_addr =~ /^\s*$/ );
			    # Find this address in the original receipients
			    # then remove it from @receipients, then add it
			    # to @done_so_far.
			    push @done_so_far, $this_addr;
			    my $this_loop = 0;
			    while( $this_loop < scalar @these_receipients ){
				if( lc( $this_addr ) eq lc( $these_receipients[$this_loop] ) ){
				    splice( @these_receipients, $this_loop, 1 );
				    last;
				}else{
				    $this_loop++;
				}
			    }
			    $this_loop = 0;
			    while( $this_loop < scalar @receipients ){
				if( lc( $this_addr ) eq lc( $receipients[$this_loop] ) ){
				    splice( @these_receipients, $this_loop, 1 );
				    last;
				}else{
				    $this_loop++;
				}
			    }
			}

			# We keep trying this host until we get an empty string
			# back. 
			if( ( scalar @sent_to ) == 0 ){
			    $this_host_ok=0;
			}
		    }
		}
		# If we didn't send to all of them on this run.
		if( ( scalar @receipients ) > 0 ){
		    # We need to try again.
		    $retries_so_far++;
		}
	    }
	    # Now what?
	    if( ( scalar @receipients ) > 0 ){
		# Oh dear.
		$RT::Logger->crit("$self: Sending via smtp completed with " . scalar @receipients . " receipients still to go.  This is bad.\n" );
		# XXXX - About here we invoke ScripPending.
	    }else{
		$RT::Logger->debug("$self: Sending via smtp completed successfully, sent to " . scalar @done_so_far . " receipients.\n" );
	    }
        }elsif ($RT::MailCommand eq 'sendmailpipe' ) {
	    # Build a command up with all of the real receipients.
	    my $cmd = $RT::SendmailPath . " " . $RT::SendmailArguments . " " . join(' ', @receipients );
	    if( $cmd =~ m/-t/ ){
		$RT::Logger->debug("$self: -t in RT::SendmailArguments removed.\n");
	        $cmd =~ s/\-t//g;
	    }
	    $RT::Logger->debug("$self: Attempting to send via $RT::MailCommand and $cmd\n");
	    # open (MAIL, "|$RT::SendmailPath $RT::SendmailArguments") || return(0);
	    open (MAIL, "|$cmd") || return(0);
	    print MAIL $MIMEObj->as_string;
	    close(MAIL);
        }elsif ($RT::MailCommand eq 'sendmail') {
	    my $mailparams = $RT::MailParams . " " . join(' ', @receipients);
	    if( $mailparams =~ m/-t/ ){
		$RT::Logger->debug("$self: -t in RT::MailParams removed.\n");
	        $mailparams =~ s/\-t//g;
            }
	    if( ! defined( $ENV{PERL_MAILERS} ) && defined( $RT::PrivateSendmail ) && defined( $RT::SendmailPath ) ){
		# Set up the environment - see Mail::Mailers.
		$ENV{PERL_MAILERS} = "sendmail:" . $RT::PrivateSendmail . ";" . $RT::SendmailPath . ":";
		$RT::Logger->debug("$self: Setting ENV PERL_MAILERS to be " . $ENV{"PERL_MAILERS"} . "\n" );
	    }
	    # unless ($MIMEObj->send($RT::MailCommand, $RT::MailParams)) {
	    $RT::Logger->debug("$self: Attempting to send via $RT::MailCommand and $mailparams\n");
	    unless ($MIMEObj->send($RT::MailCommand, $mailparams)) {
	        $RT::Logger->crit("$self: Could not send mail for ".
			          $self->TransactionObj . "\n");
	        return(0);
	    }
        }else{
	    $RT::Logger->crit("$self: RT::MailCommand has nonsense in it.  Should be one of smtp, sendmailpipe or sendmail (cases-sensitive).  This message not sent.\n");
	    return(0);
	}
        return (1);
    }else{
        return (0);
    }
    
}
# }}}

# {{{ sub Prepare 

sub Prepare  {
  my $self = shift;
  
  # This actually populates the MIME::Entity fields in the Template Object
  
  unless ($self->TemplateObj) {
    $RT::Logger->warning("No template object handed to $self\n");
  }
  
  unless ($self->TransactionObj) {
    $RT::Logger->warning("No transaction object handed to $self\n");
    
  }
  
  unless ($self->TicketObj) {
    $RT::Logger->warning("No ticket object handed to $self\n");
      
  }
  
  
  $self->TemplateObj->Parse(Argument => $self->Argument,
			    TicketObj => $self->TicketObj, 
			    TransactionObj => $self->TransactionObj);
  
  # Header
  
  $self->SetSubject();
  
  $self->SetSubjectToken();
  
  $self->SetRecipients();  
  
  $self->SetReturnAddress();

  $self->SetRTSpecialHeaders();
  
  return 1;
  
}

# }}}

# }}}

# {{{ Deal with message headers (Set* subs, designed for  easy overriding)

# {{{ sub SetRTSpecialHeaders

# This routine adds all the random headers that RT wants in a mail message
# that don't matter much to anybody else.

sub SetRTSpecialHeaders {
    my $self = shift;
    
    $self->SetReferences();

    $self->SetMessageID();
    
    $self->SetPrecedence();

    $self->SetHeader('X-RT-Loop-Prevention', $RT::rtname); 
    $self->SetHeader('RT-Ticket', $RT::rtname. " #".$self->TicketObj->id());
    $self->SetHeader
      ('Managed-by',"Request Tracker $RT::VERSION (http://www.fsck.com/projects/rt/)");
   
    # We shouldn't give out people's personal email addresses.
    # If they're priv'd, give their User number. 
    # if( $self->TransactionObj->CreatorObj->IsPrivileged ){
    if( $self->TransactionObj->CreatorObj->Privileged > 0 ){
        $self->SetHeader('RT-Originator', "RT::User " . $self->TransactionObj->CreatorObj->id );
    }else{
        $self->SetHeader('RT-Originator', $self->TransactionObj->CreatorObj->EmailAddress);
    }
    return();
    
}



# {{{ sub SetReferences

=head2 SetReferences 
  
  # This routine will set the References: and In-Reply-To headers,
# autopopulating it with all the correspondence on this ticket so
# far. This should make RT responses threadable.

=cut

sub SetReferences {
  my $self = shift;
  
  # TODO: this one is broken.  What is this email really a reply to?
  # If it's a reply to an incoming message, we'll need to use the
  # actual message-id from the appropriate Attachment object.  For
  # incoming mails, we would like to preserve the In-Reply-To and/or
  # References.

  $self->SetHeader
    ('In-Reply-To', "<rt-".$self->TicketObj->id().
     "\@".$RT::rtname.">");


  # 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.
}

# }}}

# {{{ sub SetMessageID

# Without this one, threading won't work very nice in email agents.
# Anyway, I'm not really sure it's that healthy if we need to send
# several separate/different emails about the same transaction.

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)
  
  $self->SetHeader
    ('Message-ID', "<rt-".$self->TicketObj->id().
     "-".
     $self->TransactionObj->id()."." .rand(20) . "\@".$RT::rtname.">")
      unless $self->TemplateObj->MIMEObj->head->get('Message-ID');
}


# }}}

# }}}

# {{{ sub SetReturnAddress 

sub SetReturnAddress {

  my $self = shift;
  my %args = ( is_comment => 0,
	       @_ );

  # From and Reply-To
  # $args{is_comment} should be set if the comment address is to be used.
  my $replyto;

  if ($args{'is_comment'}) { 
      $replyto = $self->TicketObj->QueueObj->CommentAddress || 
		  $RT::CommentAddress;
  }
  else {
      $replyto = $self->TicketObj->QueueObj->CorrespondAddress ||
		  $RT::CorrespondAddress;
  }
    
  unless ($self->TemplateObj->MIMEObj->head->get('From')) {
      my $friendly_name=$self->TransactionObj->CreatorObj->RealName;
      # TODO: this "via RT" should really be site-configurable.
      $self->SetHeader('From', "$friendly_name via RT <$replyto>");
  }
  
  unless ($self->TemplateObj->MIMEObj->head->get('Reply-To')) {
      $self->SetHeader('Reply-To', "$replyto");
  }
  
}

# }}}

# {{{ sub SetHeader

sub SetHeader {
  my $self = shift;
  my $field = shift;
  my $val = shift;

  chomp $val;                                                                  
  chomp $field;                                                                
  $self->TemplateObj->MIMEObj->head->fold_length($field,10000);     
  $self->TemplateObj->MIMEObj->head->add($field, $val);
  return $self->TemplateObj->MIMEObj->head->get($field);
}

# }}}

# {{{ sub SetRecipients

=head2 SetRecipients

Dummy method to be overriden by subclasses which want to set the recipients.

=cut

sub SetRecipients {
    my $self = shift;
    return();
}

# }}}

# {{{ sub SetTo

sub SetTo {
    my $self=shift;
    my $addresses = shift;
    return $self->SetHeader('To',$addresses);
}
# }}}

# {{{ sub SetCc
=head2 SetCc

Takes a string that is the addresses you want to Cc

=cut

sub SetCc {
    my $self=shift;
    my $addresses = shift;

    return $self->SetHeader('Cc', $addresses);
}
# }}}

# {{{ sub SetBcc

=head2 SetBcc

Takes a string that is the addresses you want to Bcc

=cut
sub SetBcc {
    my $self=shift;
    my $addresses = shift;

    return $self->SetHeader('Bcc', $addresses);
}

# }}}

# {{{ sub SetPrecedence 

sub SetPrecedence {
  my $self = shift;

  $self->SetHeader('Precedence', "bulk");
}

# }}}

# {{{ sub SetSubject

=head2 SetSubject

This routine sets the subject. it does not add the rt tag. that gets done elsewhere
If $self->{'Subject'} is already defined, it uses that. otherwise, it tries to get
the transaction's subject.

=cut 

sub SetSubject {
  my $self = shift;
  unless ($self->TemplateObj->MIMEObj->head->get('Subject')) {
    my $message=$self->TransactionObj->Message;
    my $ticket=$self->TicketObj->Id;
    
    my $subject;
    
    if ($self->{'Subject'}) {
      $subject = $self->{'Subject'};
    }
    elsif (($message->First()) &&
	   ($message->First->Headers)) {
      $header = $message->First->Headers();
      $header =~ s/\n\s+/ /g; 
      if ( $header =~ /^Subject: (.*?)$/m ) {
	$subject = $1;
      }
      else {
	$subject = $self->TicketObj->Subject();
      }
      
    }
    else {
      $subject = $self->TicketObj->Subject();
    }
    
    $subject =~ s/(\r\n|\n|\s)/ /gi;

    # Should we de-re this here?
    if( $subject =~ /re:/i ){
        $subject =~ s/re:\s*//gi;
        $subject =~ s/^/Re: /g;
    }

    chomp $subject;
    $self->SetHeader('Subject',$subject);
    
    }
  return($subject);
}
# }}}

# {{{ sub SetSubjectToken

=head2 SetSubjectToken

 This routine fixes the RT tag in the subject. It's unlikely that you want to overwrite this.

=cut

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;
    $sub = $tag . " " . $sub;
    if( $subject =~ /re:/i ){
        $subject =~ s/re:\s*//gi;
        $subject =~ s/^/Re: /g;
    }
    $self->TemplateObj->MIMEObj->head->replace('Subject', "$sub");
  }
}

# }}}

# }}}

__END__

# {{{ POD

# }}}

1;

-------------- next part --------------
#!/usr/bin/perl -w
#

package RT;
use strict;
use vars qw($VERSION $Handle $Nobody $SystemUser $item);

use lib "/home/rt2/lib";
use lib "/home/rt2/etc";

#This drags in  RT's config.pm
use config;
use Carp;

use RT::Handle;
use RT::User;
use RT::CurrentUser;

#connect to the db
$RT::Handle = new RT::Handle($RT::DatabaseType);
$RT::Handle->Connect();


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


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

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

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

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

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


$CurrentUser->LoadByName('RT_System');

# {{{ ScripActions

my @ScripActions = (
		       {
			Name => 'BC_NotifyAdminCcs',
			Description =>  'BCs version of Sends mail to the administrative Ccs',
			ExecModule => 'BC_Notify',
			Argument =>  'AdminCc',
		       },
		       
		       
		      );

# }}}
print "Creating ScripActions...";

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

print "done.\n";

$RT::Handle->Disconnect();


1;


From dave at boldfish.com  Mon May 20 20:59:10 2002
From: dave at boldfish.com (Dave Young)
Date: 20 May 2002 17:59:10 -0700
Subject: [rt-users] tar.gz attachment strangeness -- rt-2-0-13
In-Reply-To: <20020521004039.GU371@luggage>
References: <1021941139.23778.73.camel@hat-trick.boldfish.com> 
	<20020521004039.GU371@luggage>
Message-ID: <1021942750.23854.89.camel@hat-trick.boldfish.com>

On Mon, 2002-05-20 at 17:40, Phil Homewood wrote:

 > How about size? Check your config.pm for $MaxAttachmentSize, as well
> as mysql's "max_allowed_packet" (assuming you do use mysql).
> 

It can't possibly be that simple, look at all the work I put into
narrowing down the problem!!!!


oh wait, it is that simple


I had:

[mysqldump]

set-variable    = max_allowed_packet=16M


instead of:

[mysqld]


ummm, duh. 


sorry list.....


Thanks Phil!!!!!


--Dave










From rich at lafferty.ca  Tue May 21 12:58:04 2002
From: rich at lafferty.ca (Rich Lafferty)
Date: Tue, 21 May 2002 12:58:04 -0400
Subject: [rt-users] What is AdminCc?
In-Reply-To: <20020519203055.B28034@ole.net>; from bshelton-rtuser@online-isp.com on Sun, May 19, 2002 at 08:30:55PM -0400
References: <20020519182418.A29972@ole.net> <20020519202151.O29427@lafferty.ca> <20020519203055.B28034@ole.net>
Message-ID: <20020521125803.P29427@lafferty.ca>

On Sun, May 19, 2002 at 08:30:55PM -0400, Brad Shelton (bshelton-rtuser at online-isp.com) wrote:
> On Sun, May 19, 2002 at 08:21:52PM -0400, Rich Lafferty wrote:
> > On Sun, May 19, 2002 at 06:24:18PM -0400, Brad Shelton (bshelton-rtuser at online-isp.com) wrote:
> > > I'm still running an old rt 1.07 and want to convert it to 2.x.
> > > 
> > > Forgot the password.
> > > 
> > > Anybody know how to help me off the hook?
> > > 
> > > I don't want to lose the database of the old config.
> > 
> > Forgot *which* password? (Database? 'root'? Your user?)
> 
> RT user for access to the databases.

Since you're *still running* the old rt, I suspect the username and
password are stored in its configuration file. (I didn't run 1.x,
so I'm not sure of the file's name.)

  -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 marc at precipice.org  Thu May 23 16:58:28 2002
From: marc at precipice.org (Marc Hedlund)
Date: Thu, 23 May 2002 13:58:28 -0700 (PDT)
Subject: [rt-users] Newbie trouble: keywords don't work
In-Reply-To: <3CE3E44D.7030101@sysd.com>
Message-ID: <Pine.LNX.4.21.0205231358240.17943-100000@crankshaft.bitmechanic.com>

+1!

Marc Hedlund 
e: marc at precipice dot org

On Thu, 16 May 2002, Alexander Dupuy wrote:

> Given that it seems like every single user who tries to set up keywords 
> has this problem (I had it myself, but managed to figure it out without 
> inflicting another request for explanation to the list), just having the 
> Keywords tutorial doesn't seem like enough.
> 
> Is there any reason the following patch (untested) or something much 
> like it, shouldn't be used to prevent newbies from making this classic 
> mistake?
> 
> --- old/usr/local/rt2/lib/RT/Keyword.pm    Fri Dec 14 14:03:08 2001
> +++ /usr/local/rt2/lib/RT/Keyword.pm    Thu May 16 12:49:27 2002
> @@ -107,6 +107,11 @@
>          $RT::Logger->err( "can't yet specify parents by name, sorry: ". 
> $args{'Parent'});
>          return(0,'Parent must be specified by id');
>       }
> +
> +    if ( $args{'Name'} =~ m|/| ) {
> +       $RT::Logger->err( "keyword names cannot contain '/', sorry: ". 
> $args{'Name'});
> +       return(0,'Keyword names cannot contain /');
> +    }
> 
>       my $val = $self->SUPER::Create(Name => $args{'Name'},
>                                     Description => $args{'Description'},
> 
> @alex
> -- 
> mailto:dupuy at sysd.com
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 




From rich+rt at lafferty.ca  Thu May 23 17:19:18 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Thu, 23 May 2002 17:19:18 -0400
Subject: [rt-users] Newbie trouble: keywords don't work
In-Reply-To: <3CE3E44D.7030101@sysd.com>; from dupuy@sysd.com on Thu, May 16, 2002 at 12:54:37PM -0400
References: <3CE3E44D.7030101@sysd.com>
Message-ID: <20020523171918.E29427@lafferty.ca>

On Thu, May 16, 2002 at 12:54:37PM -0400, Alexander Dupuy (dupuy at sysd.com) wrote:
> Given that it seems like every single user who tries to set up keywords 
> has this problem (I had it myself, but managed to figure it out without 
> inflicting another request for explanation to the list), just having the 
> Keywords tutorial doesn't seem like enough.
> 
> Is there any reason the following patch (untested) or something much 
> like it, shouldn't be used to prevent newbies from making this classic 
> mistake?

Because you're a newbie for a couple weeks, and an experienced user
for years. :-)

You might have, say,

   Shirts
      Size
        M
        L
      Color
        Solid black
        Red/blue stripe

and have a keyword select rooted at "Shirts/Size" one level deep,
and one rooted at "Shirts/Color" one level deep. So you want
your keyword boxes to look like

  Size [ M   ]    Color [ Solid black     ]
       [ L   ]          [ Red/blue stripe ]
 
Since *RT* doesn't have to be protected from slashes in keywords, the
user doesn't need to be protected from it either; slashes in keywords
should work just fine. Of course, if they don't actually work, that's
a real bug. :-)

  -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 mark.a.swayne at xo.com  Thu May 23 17:49:33 2002
From: mark.a.swayne at xo.com (Swayne, Mark A)
Date: Thu, 23 May 2002 16:49:33 -0500
Subject: [rt-users] OT: Open Source Asset Tracking
Message-ID: <45EDA71CFF25D411A2E400508B6FC52A05E663B7@orportexch1.internal.nextlink.net>

You know I was just looking into this the other day.

There seem to be about 3000 nascent projects on source forge, all
implemented in PHP, with a status of Alpha or less.

There are some usable PHP solutions, but IRM seemed most interesting.
http://irm.schoenefeld.org/index.phtml

Since I'm not wild about platform proliferation, I restricted my search to
Perl implementations.  Tech Tracker seems to be about the only thing going.
http://www.tt.isnmg.com/

TT uses a perl library called ONETABLE to do most of its DB interaction.
This started me thinking.  What could be abstracted from RT to create a
basic app server, that RT is hosted on.   RT does a lot of what an appserver
needs to do user management, session tracking, database abstraction.  Of
course I'm probably about a thousand years away from actually being able
(time and ability-wise) to design and implement something like this.  So I'm
just dreaming.

Let me know if you find something else that's good.



-----Original Message-----
From: Thomas F. Blich [mailto:tblich at easylink.com]
Sent: Wednesday, May 22, 2002 8:40 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] OT: Open Source Asset Tracking


Off Topic: Does anyone know of an open source fixed asset tracking software.

Thanks,


Thomas F. Blich
UNIX Systems Administrator
EasyLink Services Corporation
(V) 973-331-4646
(F) 973-461-4391
http://www.easylink.com

This message, together with any attachments, may contain information that is
confidential or legally privileged. If you are not the intended recipient,
you are not permitted to disseminate, distribute, or copy this message or
any attachment. If you have received this message in error, please notify
the original sender by return e-mail and delete this message, along with any
attachments from your computer. Thank you.



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

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



From mhershey at mhpcc.edu  Thu May 23 17:59:06 2002
From: mhershey at mhpcc.edu (Michele E Hershey)
Date: Thu, 23 May 2002 11:59:06 -1000
Subject: [rt-users] Customer/Client DB backend
Message-ID: <3CED662A.E8B3F34F@mhpcc.edu>

QUESTION:  We will be configuring RT soon, as I have not read anywhere
that a customer/client DB backend it a module of RT.  It would be
helpful in our situation to have platform, OS level,  software version,
etc. per client to expedite resolutions.

Did I miss this in the documentation?

-michele
-------------- next part --------------
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From jesse at bestpractical.com  Thu May 23 18:11:43 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 23 May 2002 18:11:43 -0400
Subject: [rt-users] OT: Open Source Asset Tracking
In-Reply-To: <45EDA71CFF25D411A2E400508B6FC52A05E663B7@orportexch1.internal.nextlink.net>; from mark.a.swayne@xo.com on Thu, May 23, 2002 at 04:49:33PM -0500
References: <45EDA71CFF25D411A2E400508B6FC52A05E663B7@orportexch1.internal.nextlink.net>
Message-ID: <20020523181143.O31879@fsck.com>

> This started me thinking.  What could be abstracted from RT to create a
> basic app server, that RT is hosted on.   RT does a lot of what an appserver
> needs to do user management, session tracking, database abstraction.  Of
> course I'm probably about a thousand years away from actually being able
> (time and ability-wise) to design and implement something like this.  So I'm
> just dreaming.

Yes. I've put some energy in along this front. The ticketing system won't 
be abstracted from the session managment and database managment in the
next release, nor in the release after that, but that does capture the 
direction that a lot of this is heading in.  I started doing the initial
work for something like that when I built the first prototypes of RT/FM,
RT's companion documentation manager.  The RT app toolkit isn't there yet,
but it is something I have my eye on.

	Best,
	Jesse

PS  An seet tracking tightly integrated into RT  is definitely something 
that I'd be thrilled to make happen. If anyone has budget earmarked
for such a thing, they should definitely ping me off-list or, better yet,
send some mail to sales at bestpractical.com

	

> Let me know if you find something else that's good.

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



From darren at dazza.org  Thu May 23 18:17:14 2002
From: darren at dazza.org (Darren Nickerson)
Date: Thu, 23 May 2002 18:17:14 -0400
Subject: [rt-users] Customer/Client DB backend 
In-Reply-To: Message from Michele E Hershey <mhershey@mhpcc.edu> 
   of "Thu, 23 May 2002 11:59:06 -1000." <3CED662A.E8B3F34F@mhpcc.edu> 
Message-ID: <20020523221719.207705FA0B@hewes.dazza.org>

>>>>> On Thu, 23 May 2002, "Michele" == Michele E Hershey wrote:

  Michele> QUESTION:  We will be configuring RT soon, as I have not read
  Michele> anywhere that a customer/client DB backend it a module of RT.  It
  Michele> would be helpful in our situation to have platform, OS level,
  Michele> software version, etc. per client to expedite resolutions.

That would be soooooo incredibly useful! We'd love to see support contract
details in there as well.

I suppose that's what all the external auth hooks are for, so that you can plug
into an existing database . . . you may well find the veteral RTers telling you
to "roll your own".

-Darren





From Peter_Losher at isc.org  Thu May 23 21:16:29 2002
From: Peter_Losher at isc.org (Peter Losher)
Date: Thu, 23 May 2002 18:16:29 -0700
Subject: [rt-users] Trying to install RT-2.0.13 w/ FastCGI...
Message-ID: <200205231816.29286@tardis.isc.org>

And I am encountering a problem in making sure the testdep script is happy.  
The idea is to bring RT online under FastCGI and not mod_perl, so I am 
perplexed to see one of the dependencies seemingly looking for mod_perl.pm.  

Is there a way to get around this dependency, or do I still have to install 
mod_perl to satisfy the dependancy and just not use it? (I looked in the 
RT/FM Installation Guide, but there was no answer there)

Thanks - Peter 

-=-
[...]
Running install for module Apache::Cookie
Running make for J/JI/JIMW/libapreq-1.0.tar.gz

Scanning cache /tmp/.cpan/build for sizes
blocksize = 256
x libapreq-1.0/
x libapreq-1.0/.cvsignore, 102 bytes, 1 tape blocks
x libapreq-1.0/CREDITS, 994 bytes, 2 tape blocks
x libapreq-1.0/Changes, 4655 bytes, 10 tape blocks
x libapreq-1.0/INSTALL, 416 bytes, 1 tape blocks
x libapreq-1.0/LICENSE, 2826 bytes, 6 tape blocks
x libapreq-1.0/MANIFEST, 771 bytes, 2 tape blocks
x libapreq-1.0/Makefile.PL, 2073 bytes, 5 tape blocks
x libapreq-1.0/Makefile.am, 65 bytes, 1 tape blocks
x libapreq-1.0/README, 2027 bytes, 4 tape blocks
x libapreq-1.0/ToDo, 653 bytes, 2 tape blocks
x libapreq-1.0/acconfig.h, 30 bytes, 1 tape blocks
x libapreq-1.0/acinclude.m4, 270 bytes, 1 tape blocks
x libapreq-1.0/aclocal.m4, 18293 bytes, 36 tape blocks
x libapreq-1.0/config.guess, 31326 bytes, 62 tape blocks
x libapreq-1.0/config.sub, 24212 bytes, 48 tape blocks
x libapreq-1.0/configure.in, 435 bytes, 1 tape blocks
x libapreq-1.0/install-sh, 5598 bytes, 11 tape blocks
x libapreq-1.0/libapreq.pod, 8920 bytes, 18 tape blocks
x libapreq-1.0/libtool, 117539 bytes, 230 tape blocks
x libapreq-1.0/ltconfig, 94197 bytes, 184 tape blocks
x libapreq-1.0/ltmain.sh, 109395 bytes, 214 tape blocks
x libapreq-1.0/mkinstalldirs, 723 bytes, 2 tape blocks
x libapreq-1.0/typemap, 870 bytes, 2 tape blocks
x libapreq-1.0/Cookie/
x libapreq-1.0/Cookie/.cvsignore, 28 bytes, 1 tape blocks
x libapreq-1.0/Cookie/Cookie.pm, 2991 bytes, 6 tape blocks
x libapreq-1.0/Cookie/Cookie.xs, 5052 bytes, 10 tape blocks
x libapreq-1.0/Cookie/Makefile.PL, 1206 bytes, 3 tape blocks
x libapreq-1.0/Request/
x libapreq-1.0/Request/.cvsignore, 28 bytes, 1 tape blocks
x libapreq-1.0/Request/Makefile.PL, 1206 bytes, 3 tape blocks
x libapreq-1.0/Request/Request.pm, 8826 bytes, 18 tape blocks
x libapreq-1.0/Request/Request.xs, 11638 bytes, 23 tape blocks
x libapreq-1.0/c/
x libapreq-1.0/c/.cvsignore, 77 bytes, 1 tape blocks
x libapreq-1.0/c/Makefile.PL, 2087 bytes, 5 tape blocks
x libapreq-1.0/c/Makefile.am, 268 bytes, 1 tape blocks
x libapreq-1.0/c/Makefile.noperl, 740 bytes, 2 tape blocks
x libapreq-1.0/c/apache_cookie.c, 7363 bytes, 15 tape blocks
x libapreq-1.0/c/apache_cookie.h, 1384 bytes, 3 tape blocks
x libapreq-1.0/c/apache_multipart_buffer.c, 10005 bytes, 20 tape blocks
x libapreq-1.0/c/apache_multipart_buffer.h, 928 bytes, 2 tape blocks
x libapreq-1.0/c/apache_request.c, 15112 bytes, 30 tape blocks
x libapreq-1.0/c/apache_request.h, 3406 bytes, 7 tape blocks
x libapreq-1.0/c/libapreq_config.h.in, 176 bytes, 1 tape blocks
x libapreq-1.0/c/stamp-h.in, 10 bytes, 1 tape blocks
x libapreq-1.0/c/Makefile.in, 11105 bytes, 22 tape blocks
x libapreq-1.0/eg/
x libapreq-1.0/eg/c/
x libapreq-1.0/eg/c/testapreq/
x libapreq-1.0/eg/c/testapreq/Makefile.apxs, 225 bytes, 1 tape blocks
x libapreq-1.0/eg/c/testapreq/Makefile.tmpl, 7 bytes, 1 tape blocks
x libapreq-1.0/eg/c/testapreq/mod_testapreq.c, 6283 bytes, 13 tape blocks
x libapreq-1.0/eg/c/testapreq/mod_testapreq.module, 229 bytes, 1 tape blocks
x libapreq-1.0/eg/perl/
x libapreq-1.0/eg/perl/cookie.pl, 1867 bytes, 4 tape blocks
x libapreq-1.0/eg/perl/file_upload.pl, 1708 bytes, 4 tape blocks
x libapreq-1.0/lib/
x libapreq-1.0/lib/Apache/
x libapreq-1.0/lib/Apache/libapreq.pm, 1182 bytes, 3 tape blocks
x libapreq-1.0/missing, 6283 bytes, 13 tape blocks
x libapreq-1.0/Makefile.in, 10250 bytes, 21 tape blocks
x libapreq-1.0/configure, 64229 bytes, 126 tape blocks
Removing previously used /tmp/.cpan/build/libapreq-1.0

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

Can't locate mod_perl.pm in @INC (@INC contains: /usr/local/lib/perl5/5.6.1 
/usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl .) at 
Makefile.PL line 12.

BEGIN failed--compilation aborted at Makefile.PL line 12.

Running make test
  Make had some problems, maybe interrupted? Won't test
Running make install
  Make had some problems, maybe interrupted? Won't install

Checking for Apache::Session 1.53 ...found
[...]
-=-

-- 
Peter_Losher at isc.org - Internet Software Consortium - http://www.isc.org/




From pdh at snapgear.com  Thu May 23 21:24:52 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 24 May 2002 11:24:52 +1000
Subject: [rt-users] Trying to install RT-2.0.13 w/ FastCGI...
In-Reply-To: <200205231816.29286@tardis.isc.org>
References: <200205231816.29286@tardis.isc.org>
Message-ID: <20020524012452.GC412@luggage>

Peter Losher wrote:
> Is there a way to get around this dependency, or do I still have to install 
> mod_perl to satisfy the dependancy and just not use it? (I looked in the 
> RT/FM Installation Guide, but there was no answer there)

You _should_ just be able to ignore testdeps' complaint about mod_perl,
as long as everything else passes, I'd imagine.



From wash at wananchi.biz  Fri May 24 03:32:01 2002
From: wash at wananchi.biz (Odhiambo Washington)
Date: Fri, 24 May 2002 10:32:01 +0300
Subject: [rt-users] ExternalContactInfoId / Procmail
Message-ID: <20020524073201.GA1216@ns2.wananchi.com>

Hello RT users,

I'm happily running rt2 but would be a lot happier if someone could point
out THREE aspects to me:

1. How to setup rt to use ExternalContactInfoId
2. Real life scenario using rt with procmail to block out spam..
3. I want to restrict requesters to my domain only. If the requester
   e-mail address is not @wananchi.com then this should be rejected.



Thanking you in advance.


        cheers
       - wash 
----------------------------------+-----------------------------------------
 Odhiambo Washington, wash at wananchi.com	. WANANCHI ONLINE LTD (Nairobi, KE)
 http://ns2.wananchi.com/~wash/		. 1ere Etage, Loita Hse, Loita St.,
 GSM: (254) 722 743 223			. # 10286, 00100 NAIROBI
----------------------------------+-----------------------------------------
"Oh My God! They killed init! You Bastards!"  
						 --from a /. post



From hwagener at hamburg.fcb.com  Fri May 24 05:00:56 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Fri, 24 May 2002 11:00:56 +0200
Subject: [rt-users] Customer/Client DB backend
References: <20020523221719.207705FA0B@hewes.dazza.org>
Message-ID: <3CEE0148.AEA37B41@hamburg.fcb.com>

Darren Nickerson wrote:
> 
> >>>>> On Thu, 23 May 2002, "Michele" == Michele E Hershey wrote:
> 
>   Michele> QUESTION:  We will be configuring RT soon, as I have not read
>   Michele> anywhere that a customer/client DB backend it a module of RT.  It
>   Michele> would be helpful in our situation to have platform, OS level,
>   Michele> software version, etc. per client to expedite resolutions.
> 
> That would be soooooo incredibly useful! We'd love to see support contract
> details in there as well.
> 
> I suppose that's what all the external auth hooks are for, so that you can plug
> into an existing database . . . you may well find the veteral RTers telling you
> to "roll your own".
> 

Basically, You'd not use the external auth hooks. But I think You meant the RT
Linking Interface mentioned at the end of the config.pm. I am not a veteran,
but still: Have a look at that, and the 'roll Your own'. If You've succeeded,
a small how to and success story would be welcome (^:

Regards,
	Harald

-- 
Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com



From ckolar at imsa.edu  Fri May 24 10:24:32 2002
From: ckolar at imsa.edu (Christopher Kolar)
Date: Fri, 24 May 2002 09:24:32 -0500
Subject: [rt-users] advice on making rt customer friendly?
Message-ID: <5.1.0.14.2.20020524091528.00a04528@staffmail.imsa.edu>

Hi everyone.  I have been using RT (1/2) for about two years now.  For the 
most part we have used it internally for project management, software 
development, and work flow, only about 10% of the traffic has been 
traditional help desk work.

That is about to change, and we are going to have to start using RT to 
support lots of people who will be more like traditional "customers" as 
opposed to working partners.  I have two questions for the group.

1.  What is the least painful way to allow people to check on their ticket 
via the web?  These will be people who are not in the system as users, but 
who will almost always have an auto-created ticket.  I know that they get 
the URL in the auto-response, but how can I get them past the login 
screen?  I am interested in a workable solution that does not allow 
everyone to see all of the tickets, but that would let a person get a 
reasonable idea of where this issue is on the web.

2.  Any general advice that people have would also be appreciated.  There 
is a small amount of "best practices" information in the web docs, but 
pearls of wisdom would be appreciated.  Our team has figured out how to use 
it quite well for our own purposes, but I am sure that there are a lot of 
considerations that we can't really imagine once we start using it as a 
point of contact for end users.

Thanks in advance.

--chris



/////\\\\\/////\\\\\
Christopher G. Kolar
    Coordinator of Information Technology Integration
    Illinois Mathematics and Science Academy
  ckolar at imsa.edu  --  www.imsa.edu/~ckolar --  PGP Public Key ID: 0xC6492C72
         Information literacy news, tools, and programs: 
<mailto:infoliteracy-subscribe at iti.cnsnet.imsa.edu>infoliteracy-subscribe at iti.cnsnet.imsa.<mailto:infoliteracy-subscribe at iti.cnsnet.imsa.edu>edu
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From ges at lumeta.com  Fri May 24 13:28:51 2002
From: ges at lumeta.com (Glenn Sieb)
Date: Fri, 24 May 2002 13:28:51 -0400
Subject: [rt-users] PostgreSQL & RT2...
Message-ID: <5.1.0.14.0.20020524132628.0321f508@mail.corp.lumeta.com>

Hi guys... I'm building a box with PostgreSQL and want to run RT on it.. (I 
have succesfully made & upgraded RT on a MySQL platform, so I figured my 
life didn't have enough drama, and I'd like to see how Postgres worked ;))

Anywho.. I've installed postgresql, I have a user called "postgres" both in 
my /etc/passwd and in the pg_passwd table "passwords" which is in use in 
the pg_hba.conf file.

I make a testdeps, and everything says "Yay--you have it all!"

So when I do a make install:

su-2.05a$ make install
mkdir -p //sw/rt/bin
mkdir -p //sw/rt/WebRT/data
mkdir -p //sw/rt/WebRT/sessiondata
mkdir -p //sw/rt/etc
mkdir -p //sw/rt/lib
mkdir -p //sw/rt/WebRT/html
mkdir -p //sw/rt/local/WebRT/html
/usr/bin/perl   tools/initdb 'Pg' '/usr' 'localhost' '' 'postgres' 'rt2' create
Now creating a database for RT.
Enter the Pg password for postgres:
Creating Pg database rt2.
DBI->connect(dbname=template1;host=localhost) failed: FATAL 1:  user 
"postgres" does not exist at 
/usr/local/lib/perl5/site_perl/5.005/DBIx/DataSource/Driver.pm line 74
FATAL 1:  user "postgres" does not exist at 
/usr/local/lib/perl5/site_perl/5.005/DBIx/DataSource/Driver.pm line 74, 
<STDIN> line 1.
*** Error code 255

I've searched the web, and the archives, to no avail. Is anyone else here 
running postgres who can give me a hint as to what I'm doing wrong here? :(

Thanks,
Glenn

---
Glenn E. Sieb           See us at NetSec! June 18-19
System Administrator    Hyatt Embarcadero, San Francisco
Lumeta Corporation      http://www.lumeta.com/Events/events.html
+1 732 357-3514 (V)
+1 732 564-0731 (Fax)




From ges at lumeta.com  Fri May 24 14:04:49 2002
From: ges at lumeta.com (Glenn Sieb)
Date: Fri, 24 May 2002 14:04:49 -0400
Subject: [rt-users] PostgreSQL & RT2...
In-Reply-To: <3CEE7C0E.1040302@ttsg.com>
References: <5.1.0.14.0.20020524132628.0321f508@mail.corp.lumeta.com>
Message-ID: <5.1.0.14.0.20020524135924.0324e680@mail.corp.lumeta.com>

On 01:44 PM 5/24/2002 -0400, seth wrote:
>>postgres" does not exist at 
>>/usr/local/lib/perl5/site_perl/5.005/DBIx/DataSource/Driver.pm line 74
>>FATAL 1:  user "postgres" does not exist at 
>>/usr/local/lib/perl5/site_perl/5.005/DBIx/DataSource/Driver.pm line 74, 
>><STDIN> line 1.
>>*** Error code 255
>>
>>I've searched the web, and the archives, to no avail. Is anyone else here 
>>running postgres who can give me a hint as to what I'm doing wrong here? :(
>
>
>Wild guess here but it seems its trying to log into your DB as the user 
>postgress. It needs to login as the root user (what ever postgress uses 
>for that account) in order to create the rt2 user and DB's.

D'oh! My bad. Thanks for the pointer--I had the user created, and it 
*should* have been able to do everything, but changing the user to the 
postgres default user worked.

Thanks! :)
Glenn


---
Glenn E. Sieb           See us at NetSec! June 18-19
System Administrator    Hyatt Embarcadero, San Francisco
Lumeta Corporation      http://www.lumeta.com/Events/events.html
+1 732 357-3514 (V)
+1 732 564-0731 (Fax)




From darrinw at nixc.net  Fri May 24 14:00:42 2002
From: darrinw at nixc.net (Darrin Walton)
Date: Fri, 24 May 2002 14:00:42 -0400
Subject: [rt-users] PostgreSQL & RT2...
In-Reply-To: <5.1.0.14.0.20020524132628.0321f508@mail.corp.lumeta.com>; from ges@lumeta.com on Fri, May 24, 2002 at 01:28:51PM -0400
References: <5.1.0.14.0.20020524132628.0321f508@mail.corp.lumeta.com>
Message-ID: <20020524140042.E9576@nixc.net>

  |+ I've searched the web, and the archives, to no avail. Is anyone else here 
  |+ running postgres who can give me a hint as to what I'm doing wrong here? :(

What happens when you just trying doing psql -U postgres 

-darrin




From dupuy at sysd.com  Fri May 24 14:08:57 2002
From: dupuy at sysd.com (Alexander Dupuy)
Date: Fri, 24 May 2002 14:08:57 -0400
Subject: [rt-users] Newbie trouble: keywords don't work
References: <20020524173502.6C6449644@pallas.eruditorum.org>
Message-ID: <3CEE81B9.6060607@sysd.com>

Rich lafferty writes:
> Because you're a newbie for a couple weeks, and an experienced user
> for years. :-)

On the other hand, the number of newbies who run into this problem >>> 
the number of experienced users who need '/' characters in their 
keywords.  On most systems, you can't have '/' characters in your 
filenames either, but I haven't heard people complain too much about that.

> and have a keyword select rooted at "Shirts/Size" one level deep,
> and one rooted at "Shirts/Color" one level deep. So you want
> your keyword boxes to look like
> 
>   Size [ M   ]    Color [ Solid black     ]
>        [ L   ]          [ Red/blue stripe ]
>  
> Since *RT* doesn't have to be protected from slashes in keywords, the
> user doesn't need to be protected from it either; slashes in keywords
> should work just fine. Of course, if they don't actually work, that's
> a real bug. :-)

You can always use "Red&blue stripe" or "Red-blue stripe" etc.  And an 
experienced user can always search the perl code for the error message 
they receive and disable the check; this is a lot harder for a newbie 
(especially since the error message you get in that case is far removed 
from the source of the problem).

@alex
-- 
mailto:dupuy at sysd.com




From Kendric.Beachey at garmin.com  Fri May 24 14:40:56 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Fri, 24 May 2002 13:40:56 -0500
Subject: [rt-users] advice on making rt customer friendly?
Message-ID: <3C167C6F2DAAA54B89DABE60D2461FFA533747@dallas.garmin.com>

-----Original Message-----
1.  What is the least painful way to allow people to check on their ticket
via the web?  These will be people who are not in the system as users, but
who will almost always have an auto-created ticket.  I know that they get
the URL in the auto-response, but how can I get them past the login screen?
I am interested in a workable solution that does not allow everyone to see
all of the tickets, but that would let a person get a reasonable idea of
where this issue is on the web.
--------------------------

You're looking for the "Self-Service" interface.  Any user that doesn't have
"Let this user be granted rights" checked in their profile will default to
the self-service interface.

They will still have to go through the login screen, but you can finagle the
system to automatically set their password to "hello" or their e-mail
address or whatever when it first creates their account.
--
Kendric Beachey



From rich+rt at lafferty.ca  Fri May 24 15:17:11 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Fri, 24 May 2002 15:17:11 -0400
Subject: [rt-users] Newbie trouble: keywords don't work
In-Reply-To: <3CEE81B9.6060607@sysd.com>; from dupuy@sysd.com on Fri, May 24, 2002 at 02:08:57PM -0400
References: <20020524173502.6C6449644@pallas.eruditorum.org> <3CEE81B9.6060607@sysd.com>
Message-ID: <20020524151711.A19590@lafferty.ca>

On Fri, May 24, 2002 at 02:08:57PM -0400, Alexander Dupuy (dupuy at sysd.com) wrote:
> Rich lafferty writes:
> > Because you're a newbie for a couple weeks, and an experienced user
> > for years. :-)
> 
> On the other hand, the number of newbies who run into this problem >>> 
> the number of experienced users who need '/' characters in their 
> keywords.  On most systems, you can't have '/' characters in your 
> filenames either, but I haven't heard people complain too much about that.

I haven't heard people complain too much about *this*.

  -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 purp at wildbrain.com  Fri May 24 15:16:43 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 24 May 2002 12:16:43 -0700
Subject: [rt-users] Newbie trouble: keywords don't work
In-Reply-To: <3CEE81B9.6060607@sysd.com>
References: <20020524173502.6C6449644@pallas.eruditorum.org> 
	<3CEE81B9.6060607@sysd.com>
Message-ID: <1022267806.11814.5.camel@milagro.wildbrain.com>

On Fri, 2002-05-24 at 11:08, Alexander Dupuy wrote:
> Rich lafferty writes:
> > Because you're a newbie for a couple weeks, and an experienced user
> > for years. :-)
> 
> On the other hand, the number of newbies who run into this problem >>> 
> the number of experienced users who need '/' characters in their 
> keywords.  On most systems, you can't have '/' characters in your 
> filenames either, but I haven't heard people complain too much about that.

I'm with Rich on this: placing an artificial limitation on a system to
protect new users from the power of that system is just wrong. It'd be
like putting a 10MPH governor on a Ferrari because a new driver might
have an accident if they go faster.

Perhaps the more proper solution is to improve the documentation?

Cheers!

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




From dupuy at sysd.com  Fri May 24 15:35:55 2002
From: dupuy at sysd.com (Alexander Dupuy)
Date: Fri, 24 May 2002 15:35:55 -0400
Subject: [rt-users] Newbie trouble: keywords don't work
References: <20020524173502.6C6449644@pallas.eruditorum.org> 	<3CEE81B9.6060607@sysd.com> <1022267806.11814.5.camel@milagro.wildbrain.com>
Message-ID: <3CEE961B.3020702@sysd.com>

Jim Meyer wrote:
> I'm with Rich on this: placing an artificial limitation on a system to
> protect new users from the power of that system is just wrong. It'd be
> like putting a 10MPH governor on a Ferrari because a new driver might
> have an accident if they go faster.
> 
> Perhaps the more proper solution is to improve the documentation?

Improving the documentation assumes that people actually read it first. 
  And it does nothing to address the fact that the user interface uses 
'/' as a separator between nested levels of keywords in it's display, 
leading users to believe that it works like filenames (which disallow 
'/' except as a separator).  If you really think '/' in keyword names is 
important, the more proper solution is to rework the user interface so 
that '/' isn't used to indicate keyword nesting (it would be ambiguous 
in any case).

And your analogy with a 10MPH governor is overblown; it's just a 
fripping '/', for cripes sakes!  A somewhat better (though still flawed) 
analogy would be having an interlock on your gearshift that requires you 
to depress the brake before you shift out of park.  This might be a 
minor annoyance to some experienced drivers, but it will also prevent 
other drivers from crashing the car into a wall.  And serious racers 
will replace the automatic transmission with a manual transmission 
(without 'park') anyhow.

@alex
-- 
mailto:dupuy at sysd.com




From rich+rt at lafferty.ca  Fri May 24 15:40:05 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Fri, 24 May 2002 15:40:05 -0400
Subject: [rt-users] Newbie trouble: keywords don't work
In-Reply-To: <3CEE961B.3020702@sysd.com>; from dupuy@sysd.com on Fri, May 24, 2002 at 03:35:55PM -0400
References: <20020524173502.6C6449644@pallas.eruditorum.org> <3CEE81B9.6060607@sysd.com> <1022267806.11814.5.camel@milagro.wildbrain.com> <3CEE961B.3020702@sysd.com>
Message-ID: <20020524154005.B19590@lafferty.ca>

On Fri, May 24, 2002 at 03:35:55PM -0400, Alexander Dupuy (dupuy at sysd.com) wrote:
> 
> And your analogy with a 10MPH governor is overblown; it's just a 
> fripping '/', for cripes sakes!

Yep! That's why it's still there. I'm glad you agree it doesn't
matter.

  -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 purp at wildbrain.com  Fri May 24 16:37:16 2002
From: purp at wildbrain.com (Jim Meyer)
Date: 24 May 2002 13:37:16 -0700
Subject: [rt-users] Newbie trouble: keywords don't work
In-Reply-To: <3CEE961B.3020702@sysd.com>
References: <20020524173502.6C6449644@pallas.eruditorum.org>
		<3CEE81B9.6060607@sysd.com>
	<1022267806.11814.5.camel@milagro.wildbrain.com> 
	<3CEE961B.3020702@sysd.com>
Message-ID: <1022272636.11816.93.camel@milagro.wildbrain.com>

On Fri, 2002-05-24 at 12:35, Alexander Dupuy wrote:
> Jim Meyer wrote:
> > Perhaps the more proper solution is to improve the documentation?
> 
> Improving the documentation assumes that people actually read it first.

This is where it reduces to philosophy: you don't want new users to have
to read the instructions before you start setting RT up for production.
I think that reading those instructions is the measure of a responsible
technologist. I wouldn't hire an irresponsible one; you spend too much
time cleaning up problems of poor implementation or, worse, poor
preliminary evaluation.
 
>   And it does nothing to address the fact that the user interface uses 
> '/' as a separator between nested levels of keywords in it's display, [...]

I don't see that using a / separator is a problem which needs to be
addressed. Again, I think it's a matter of philosophy.

> And your analogy with a 10MPH governor is overblown; [...]

Analogy is always flawed; it's an attempt to model a problem in more
familiar terms and fewer words than required to precisely describe the
entire system at hand. If you find you're having to explain your
analogy, you know it's not a good one.

To be precise, your solution means that any new user is protected
against this one flaw (and lulled into thinking he understands the
system, a side issue to this discussion); any programmer can remove the
limitation once s/he has hunted it down; and any other user (e.g.
experienced non-programmers) is stuck with it. That is unacceptably and
artificially dumbing-down the system to no worthy purpose.

I think we must agree to disagree. Luckily, we are neither of us the
arbiter of this. =]

Cheers!

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




From matthew.disney at fedex.com  Fri May 24 17:12:41 2002
From: matthew.disney at fedex.com (Matt Disney)
Date: Fri, 24 May 2002 16:12:41 -0500
Subject: [rt-users] Trying to install RT-2.0.13 w/ FastCGI... 
In-Reply-To: <20020524012452.GC412@luggage> 
References: <200205231816.29286@tardis.isc.org> <20020524012452.GC412@luggage>
Message-ID: <200205242112.g4OLCfW00915@nfsa.ecdev.fedex.com>

I was also experiencing this problem and it doesn't stop at testdeps. It
essentially fubars mason_handler.fcgi as well. Here's a snippet of my
apache errors_log:

SNIPSNIPSNIP
[Fri May 24 15:45:20 2002] [warn] FastCGI: server "/opt/rt/rt/bin/mason_handler.fcgi" restarted (pid 11004)
Can't locate mod_perl.pm in @INC (@INC contains: /opt/perl-5.6.1/lib/5.6.1/sun4-solaris /opt/perl-5.6.1/lib/5.6.1 /opt/perl-5.6.1/lib/site_perl/5.6.1/sun4-solaris /opt/perl-5.6.1/lib/site_perl/5.6.1 /opt/perl-5.6.1/lib/site_perl) at /opt/perl-5.6.1/lib/site_perl/5.6.1/HTML/Mason/FakeApache.pm line 8.
BEGIN failed--compilation aborted at /opt/perl-5.6.1/lib/site_perl/5.6.1/HTML/Mason/FakeApache.pm line 8.
Compilation failed in require at /opt/perl-5.6.1/lib/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 84.
BEGIN failed--compilation aborted at /opt/perl-5.6.1/lib/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 84.
Compilation failed in require at /dev/fd/3 line 21.
BEGIN failed--compilation aborted at /dev/fd/3 line 21.
[Fri May 24 15:45:20 2002] [warn] FastCGI: server "/opt/rt/rt/bin/mason_handler.fcgi" (pid 11004) terminated by calling exit with status '2'
SNIPSNIPSNIP

It appears that there are still Mason dependencies on modperl. 

Based on information in the mason-devel list archives for this week, I
think that true fastcgi support is not in the current release.

So, the answer is to install only perl side of mod_perl: 
o	Download and unpack mod_perl from http://perl.apache.org
o	perl Makefile.PL NO_HTTPD=1
o	make
o	make test 
o	make install

That worked for me. Let me know if you see anything I've missed.

Matt

Phil Homewood writes:
>Peter Losher wrote:
>> Is there a way to get around this dependency, or do I still have to install 
>> mod_perl to satisfy the dependancy and just not use it? (I looked in the 
>> RT/FM Installation Guide, but there was no answer there)
>
>You _should_ just be able to ignore testdeps' complaint about mod_perl,
>as long as everything else passes, I'd imagine.
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>



From Fred.Purdue at Pobox.com  Fri May 24 19:28:59 2002
From: Fred.Purdue at Pobox.com (Fred Purdue)
Date: 24 May 2002 19:28:59 -0400
Subject: [rt-users] rt/fastcgi
Message-ID: <1022282939.31799.24.camel@mars.deadlycheese.com>

Hi all,

First off, RT kicks.  It kicks so much I have several customers who are
clamering to have it installed at their sites.

I've gotten a couple of installations up and running but I'm having a
dickens of a problem with one site.

Redhat 7.3
Linux 2.4.18-3
Apache/1.3.23
Perl 5.6.1
FastCgi 2.2.12

I tried using mod_perl to run but when I './K15http start' DBI.pm shoots
out a 100 lines of text and then httpd seg faults.  So I switched over
to FastCGI (which I've had better luck to date with) and I'm getting a
problem I've never seen before:  as soon as I start httpd my
/var/log/httpd/error_log starts filling up with 

Can't do setuid
[warn] FastCGI: server "/usr/local/rt2/bin/mason_handler.fcgi terminated
by calling exit with status '2'
[notice] caught SIGTERM, shutting down

Did I miss something?  Help would be greatly appreciated (especially
since I've been working for 10 days straight and I can't leave until I
get this working)


-- 
------=====================================------
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
------=====================================------
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From pdh at snapgear.com  Fri May 24 20:17:06 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Sat, 25 May 2002 10:17:06 +1000
Subject: [rt-users] rt/fastcgi
In-Reply-To: <1022282939.31799.24.camel@mars.deadlycheese.com>
References: <1022282939.31799.24.camel@mars.deadlycheese.com>
Message-ID: <20020525001706.GJ362@luggage>

Fred Purdue wrote:
> Can't do setuid

Your suidperl wasn't built with setuid ability (or has lost
its setuid bit perhaps).



From matthew.disney at fedex.com  Fri May 24 21:06:15 2002
From: matthew.disney at fedex.com (Matt Disney)
Date: Fri, 24 May 2002 20:06:15 -0500
Subject: [rt-users] FastCGI, Trailing Slashes
Message-ID: <200205250106.g4P16G601138@nfsb.ecdev.fedex.com>

I just installed rt-2.0.13 with fastcgi (whatever was stable last
week). It's quite good, but I'm noticing some behavior that wasn't
there with mod_perl. 

I've put a number of new non-standard directories in my local 
mason component root. I use these to provide a mnemonic URL via
which the admins of various queues can access their custom queue
listings. So, accordingly, I create the directories and touch 
the index.html files in the standard component root. 

So, I can go to http://rt.wherever.com/myqueue/ and that works 
great. However, if I remove the trailing slash, I have a problem.
Instead of the page I'm suspecting, I simply get a text message
error:

"could not find component for initial path '/myqueue'"

This didn't happen with my installation of mod_perl and rt-2.0.9.
It Just Worked.


I've looked around the RT and apache configs, searched masonhq.com,
as well as searched newsgroups and various mailing lists (including
this one). But I haven't found any clues. 

Does anyone have experience with this problem? Ideally, you would
tell me I've simply incorrectly configured one variable... as 
opposed to telling me it won't work at all. :-)

Thanks,
Matt




From rich+rt at lafferty.ca  Fri May 24 23:24:21 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Fri, 24 May 2002 23:24:21 -0400
Subject: [rt-users] FastCGI, Trailing Slashes
In-Reply-To: <200205250106.g4P16G601138@nfsb.ecdev.fedex.com>; from matthew.disney@fedex.com on Fri, May 24, 2002 at 08:06:15PM -0500
References: <200205250106.g4P16G601138@nfsb.ecdev.fedex.com>
Message-ID: <20020524232421.C19590@lafferty.ca>

On Fri, May 24, 2002 at 08:06:15PM -0500, Matt Disney (matthew.disney at fedex.com) wrote:
>
> So, I can go to http://rt.wherever.com/myqueue/ and that works 
> great. However, if I remove the trailing slash, I have a problem.
> Instead of the page I'm suspecting, I simply get a text message
> error:
> 
> "could not find component for initial path '/myqueue'"

I'm not sure how the myqueue/ part is implemented, but I had this
problem with http://www.wherever.com/rt not working, but /rt/ working.

I had:

ScriptAlias /rt /opt/rt2/bin/mason_handler.fcgi

I wanted:

ScriptAlias /rt /opt/rt2/bin/mason_handler.fcgi/

This required:

--- rt-orig/webrt/autohandler  Wed May  1 11:19:39 2002
+++ rt-esmith/webrt/autohandler      Wed May  1 11:59:57 2002
@@ -6,7 +6,7 @@
 $m->{'rt_base_time'} = time;
 
 #if it's a noauth file, don't ask for auth.
-if ($m->base_comp->path =~ '^/NoAuth/') {
+if ($m->base_comp->path =~ '^/+NoAuth/') {
         $m->call_next();
        $m->abort();
 }

Hope that helps,

  -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 matthew.disney at fedex.com  Fri May 24 23:55:25 2002
From: matthew.disney at fedex.com (Matt Disney)
Date: Fri, 24 May 2002 22:55:25 -0500
Subject: [rt-users] FastCGI, Trailing Slashes 
In-Reply-To: <20020524232421.C19590@lafferty.ca> 
References: <200205250106.g4P16G601138@nfsb.ecdev.fedex.com> <20020524232421.C19590@lafferty.ca>
Message-ID: <200205250355.g4P3tP611428@nfsb.ecdev.fedex.com>

Yes, that's very much along the same lines, but I've been unable to
make the connection from the ScriptAlias line over to myqueue/. 

Also, what is the effect your autohandler patch?

Thanks,
Matt

Rich Lafferty writes:
>I'm not sure how the myqueue/ part is implemented, but I had this
>problem with http://www.wherever.com/rt not working, but /rt/ working.
>
>I had:
>
>ScriptAlias /rt /opt/rt2/bin/mason_handler.fcgi
>
>I wanted:
>
>ScriptAlias /rt /opt/rt2/bin/mason_handler.fcgi/
>
>This required:
>
>--- rt-orig/webrt/autohandler  Wed May  1 11:19:39 2002
>+++ rt-esmith/webrt/autohandler      Wed May  1 11:59:57 2002
>@@ -6,7 +6,7 @@
> $m->{'rt_base_time'} = time;
> 
> #if it's a noauth file, don't ask for auth.
>-if ($m->base_comp->path =~ '^/NoAuth/') {
>+if ($m->base_comp->path =~ '^/+NoAuth/') {
>         $m->call_next();
>        $m->abort();
> }
>
>Hope that helps,
>
>  -Rich
>
>-- 
>Rich Lafferty --------------+-----------------------------------------------
> Ottawa, Ontario, Canada    |  Save the Pacific Northwest Tree Octopus!
> http://www.lafferty.ca/    |    http://zapatopi.net/treeoctopus.html
>rich at lafferty.ca -----------+-----------------------------------------------
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>



From rich+rt at lafferty.ca  Sat May 25 01:39:44 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Sat, 25 May 2002 01:39:44 -0400
Subject: [rt-users] FastCGI, Trailing Slashes
In-Reply-To: <200205250355.g4P3tP611428@nfsb.ecdev.fedex.com>; from matthew.disney@fedex.com on Fri, May 24, 2002 at 10:55:25PM -0500
References: <200205250106.g4P16G601138@nfsb.ecdev.fedex.com> <20020524232421.C19590@lafferty.ca> <200205250355.g4P3tP611428@nfsb.ecdev.fedex.com>
Message-ID: <20020525013944.D19590@lafferty.ca>

On Fri, May 24, 2002 at 10:55:25PM -0500, Matt Disney (matthew.disney at fedex.com) wrote:
> Yes, that's very much along the same lines, but I've been unable to
> make the connection from the ScriptAlias line over to myqueue/. 

Unless there are people lurking with the secret of myqueue/ that know
the answer to this but are waiting some unspecified time to come out
with it, you'll need to tell me where myqueue/ is coming from. :-)
 
> Also, what is the effect your autohandler patch?

If you have

   ScriptAlias /rt /opt/rt2/bin/mason_handler.fcgi/
 
then

   http://www/rt -> /opt/rt2/bin/mason_handler.fcgi/

which is good, but

   http://www/rt/ -> /opt/rt2/bin/mason_handler.fcgi//

which is indifferent and

   http://www/rt/NoAuth/default.css -> 
                           /opt/rt2/bin/mason_handler.fcgi//NoAuth/default.css

at which point $m->base_comp->path is "//NoAuth/default.css", which
doesn't match '^/NoAuth/', but does match '^//NoAuth/'. It's already
in 2.0.14, I believe.

  -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 ole.schelde at a-aarhus.dk  Sat May 25 04:11:43 2002
From: ole.schelde at a-aarhus.dk (Ole Schelde)
Date: Sat, 25 May 2002 10:11:43 +0200
Subject: [rt-users] Setting password on creation of account
Message-ID: <0c1e3f6921b9a2fd46b8bf5b5418de153cef4603@mail.a-aarhus.dk>

Where do I have to change the code to automatically set a users password
when the system creates theire account?

--
Ole

-----Oprindelig meddelelse-----
Fra: Beachey, Kendric [mailto:Kendric.Beachey at garmin.com] 
Sendt: 24. maj 2002 20:41
Til: rt-users at lists.fsck.com
Emne: RE: [rt-users] advice on making rt customer friendly?


-----Original Message-----
1.  What is the least painful way to allow people to check on their
ticket via the web?  These will be people who are not in the system as
users, but who will almost always have an auto-created ticket.  I know
that they get the URL in the auto-response, but how can I get them past
the login screen? I am interested in a workable solution that does not
allow everyone to see all of the tickets, but that would let a person
get a reasonable idea of where this issue is on the web.
--------------------------

You're looking for the "Self-Service" interface.  Any user that doesn't
have "Let this user be granted rights" checked in their profile will
default to the self-service interface.

They will still have to go through the login screen, but you can finagle
the system to automatically set their password to "hello" or their
e-mail address or whatever when it first creates their account.
--
Kendric Beachey

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

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



From matthew.disney at fedex.com  Sat May 25 11:38:01 2002
From: matthew.disney at fedex.com (Matt Disney)
Date: Sat, 25 May 2002 10:38:01 -0500
Subject: [rt-users] FastCGI, Trailing Slashes 
In-Reply-To: <20020525013944.D19590@lafferty.ca> 
References: <200205250106.g4P16G601138@nfsb.ecdev.fedex.com> <20020524232421.C19590@lafferty.ca> <200205250355.g4P3tP611428@nfsb.ecdev.fedex.com> <20020525013944.D19590@lafferty.ca>
Message-ID: <200205251538.g4PFc1W11768@nfsa.ecdev.fedex.com>

Rich Lafferty writes:
>Unless there are people lurking with the secret of myqueue/ that know
>the answer to this but are waiting some unspecified time to come out
>with it, you'll need to tell me where myqueue/ is coming from. :-)

Ok, sorry it wasn't clearer earlier.

A number of groups use the RT installation at my site in very different
ways. For example, my group uses one queue for work requests and
another queue for knowledge-base/project-status-tracking, while another
group uses theirs only for process enforcement, and another group uses
theirs for both process enforcement (approvals to requests) and the
requests themselves. Why this matters to this discussion is that they
all want to see different information when they go to view their
queue.  Therefore, using Search/Listing.html and the WebOptions from
config.pm is insufficient because that is site-wide.

The relatively easy alternative was to give each queue (i.e. QueueX,
QueueY, QueueZ) their own queue listing file. This resulted in
http://rt.mysite.com/QueueX/ and http://rt.mysite.com/QueueY/ .  The
index.html files in these directories include the HTML and component
calls to display the queues for QueueX and QueueY, respectively, with
the queue-specific ticket information they want to see.

To try and stay organized and sane, I am attempting to keep all HTML
localizations in my local component root. If I do this and have
/opt/rt2/local/WebRT/html/QueueX/, I must also create
/opt/rt2/WebRT/html/QueueX/ and /opt/rt2/WebRT/html/QueueX/index.html.

Under my previous installation (using apache, mod_perl, and rt-2.0.9),
I was able to successfully reference either http://rt.mysite.com/QueueX
or http://rt.mysite.com/QueueX/ . Under my new installation (using
apache, fastcgi, and rt-2.0.13), this isn't working. I always have to
have the trailing slash.

That may be more info than you care about (sorry!), but I hope that
makes more sense.

Thanks,
Matt




From matthew.disney at fedex.com  Sat May 25 15:20:41 2002
From: matthew.disney at fedex.com (Matt Disney)
Date: Sat, 25 May 2002 14:20:41 -0500
Subject: [rt-users] FastCGI, Trailing Slashes 
In-Reply-To: <200205251538.g4PFc1W11768@nfsa.ecdev.fedex.com> 
References: <200205250106.g4P16G601138@nfsb.ecdev.fedex.com> <20020524232421.C19590@lafferty.ca> <200205250355.g4P3tP611428@nfsb.ecdev.fedex.com> <20020525013944.D19590@lafferty.ca> <200205251538.g4PFc1W11768@nfsa.ecdev.fedex.com>
Message-ID: <200205251920.g4PJKfW13986@nfsa.ecdev.fedex.com>

Just some additional information for the record...

It's kind of still not fixed, though I have a workaround.

I don't think I had done enough searching in regards to apache in 
this. I mostly paying attention to mason coupled with fastcgi. 

Upon searching more for apache-related solutions, I found some
suggestions about turning off UseCanonicalName or correctly
setting the ServerName directives. But, neither of these things
were helpful. I learned a little about mod_dir. 

My eventual workaround solution was to use mod_alias to redirect
to the trailing slash path, like so:

RedirectMatch ^/myqueue$ /myqueue/

This is crappy because I have to add a line to httpd.conf and then hup
apache each time I add a new directory. It's kind of my fault for 
using a static architecture, but it's frustrating because it works in
my previous installation. 

If I find out what's going on otherwise, I'll follow-up.

Thanks,
Matt


Matt Disney writes:
>
>Rich Lafferty writes:
>>Unless there are people lurking with the secret of myqueue/ that know
>>the answer to this but are waiting some unspecified time to come out
>>with it, you'll need to tell me where myqueue/ is coming from. :-)
>
>Ok, sorry it wasn't clearer earlier.
>
>A number of groups use the RT installation at my site in very different
>ways. For example, my group uses one queue for work requests and
>another queue for knowledge-base/project-status-tracking, while another
>group uses theirs only for process enforcement, and another group uses
>theirs for both process enforcement (approvals to requests) and the
>requests themselves. Why this matters to this discussion is that they
>all want to see different information when they go to view their
>queue.  Therefore, using Search/Listing.html and the WebOptions from
>config.pm is insufficient because that is site-wide.
>
>The relatively easy alternative was to give each queue (i.e. QueueX,
>QueueY, QueueZ) their own queue listing file. This resulted in
>http://rt.mysite.com/QueueX/ and http://rt.mysite.com/QueueY/ .  The
>index.html files in these directories include the HTML and component
>calls to display the queues for QueueX and QueueY, respectively, with
>the queue-specific ticket information they want to see.
>
>To try and stay organized and sane, I am attempting to keep all HTML
>localizations in my local component root. If I do this and have
>/opt/rt2/local/WebRT/html/QueueX/, I must also create
>/opt/rt2/WebRT/html/QueueX/ and /opt/rt2/WebRT/html/QueueX/index.html.
>
>Under my previous installation (using apache, mod_perl, and rt-2.0.9),
>I was able to successfully reference either http://rt.mysite.com/QueueX
>or http://rt.mysite.com/QueueX/ . Under my new installation (using
>apache, fastcgi, and rt-2.0.13), this isn't working. I always have to
>have the trailing slash.
>
>That may be more info than you care about (sorry!), but I hope that
>makes more sense.
>
>Thanks,
>Matt
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>



From kurth at usaexpress.net  Sun May 26 17:48:49 2002
From: kurth at usaexpress.net (Kurth Bemis)
Date: Sun, 26 May 2002 17:48:49 -0400
Subject: [rt-users] problems with q-mail and rt2
Message-ID: <4.3.1.2.20020526174653.00b86480@mail.usaexpress.net>

just installed rt2 and everything is working great.  However,  when i send 
mail to support at dozer.usaexpress.net (temp address)  i get this in my qmail 
logs.

@400000003cf156c3398d8734 starting delivery 20: msg 15706 to local 
support at dozer.usaexpress.net
@400000003cf156c3398ddd24 status: local 1/10 remote 0/20
@400000003cf156c33a6f9a34 delivery 20: deferral: 
/opt/rt2/bin/rt-mailgate:_line_1:_syntax_error_near_unexpected_token_`<kurth at dozer.usaexpress.net>'//opt/rt2/bin/rt-mailgate:_line_1:_`Return-Path:_<kurth at dozer.usaexpress.net>'/
@400000003cf156c33a700f64 status: local 0/10 remote 0/20

this is my ~alias/.qmail-support

dozer:/opt/rt2/etc# cat ~alias/.qmail-support
|/opt/rt2/bin/rt-mailgate --queue general --action correspond
dozer:/opt/rt2/etc#

any ideas?

Kurth Bemis - Network/Systems Administrator, USAExpress.net/Ozone Computer

"Jedi business, Go back to your drinks" - Anakin Skywalker, AOTC

kurth at usaexpress.net | http://kurth.hardcrypto.com
PGP key available - http://kurth.hardcrypto.com/pgp





From kurth at usaexpress.net  Sun May 26 18:11:30 2002
From: kurth at usaexpress.net (Kurth Bemis)
Date: Sun, 26 May 2002 18:11:30 -0400
Subject: [rt-users] problems with q-mail and rt2
In-Reply-To: <5.1.0.14.2.20020526175829.042e0360@mx1.design.ohio-state.e
 du>
References: <4.3.1.2.20020526174653.00b86480@mail.usaexpress.net>
Message-ID: <4.3.1.2.20020526181121.00b86480@mail.usaexpress.net>

At 06:00 PM 5/26/2002 -0400, David Miller wrote:

still no luck

from the log
@400000003cf15c3312cbdde4 new msg 15698
@400000003cf15c3312cc7a24 info msg 15698: bytes 991 from 
<kurth at usaexpress.net> qp 27447 uid 71
@400000003cf15c33133b60c4 starting delivery 9: msg 15698 to local 
support at dozer.usaexpress.net
@400000003cf15c33133c108c status: local 1/10 remote 0/20
@400000003cf15c33147776bc delivery 9: deferral: 
/opt/rt2/bin/rt-mailgate:_line_1:_syntax_error_near_unexpected_token_`<kurth at dozer.usaexpress.net>'//opt/rt2/bin/rt-mailgate:_line_1:_`Return-Path:_<kurth at dozer.usaexpress.net>'/
@400000003cf15c3314780b2c status: local 0/10 remote 0/20

and now my NEW .qmail file is
| /var/qmail/bin/preline /opt/rt2/bin/rt-mailgate --queue general --action 
correspond

it seems to be an error in rt-mailgate.  I'm not a perl hacker.....

~kurth

>At 05:48 PM 5/26/2002 -0400, you wrote:
>>this is my ~alias/.qmail-support
>>
>>dozer:/opt/rt2/etc# cat ~alias/.qmail-support
>>|/opt/rt2/bin/rt-mailgate --queue general --action correspond
>
>Try running the mail through preline first.  Should be in 
>/var/qmail/bin.  See the docs here:
>
>http://fsck.com/rtfm/article.html?id=2#48
>
>Also may be worth throwing a space in between the pipe and the command.
>
>
>David Miller
>Systems Administrator
>Department of Design
>Department of Art
>The Ohio State University
>
>ph: 614.688.5907
>fx:  614.292.0217
>


Kurth Bemis - Network/Systems Administrator, USAExpress.net/Ozone Computer

"Jedi business, Go back to your drinks" - Anakin Skywalker, AOTC

kurth at usaexpress.net | http://kurth.hardcrypto.com
PGP key available - http://kurth.hardcrypto.com/pgp





From b.boksa at sidebysite.de  Mon May 27 05:34:17 2002
From: b.boksa at sidebysite.de (Benjamin Boksa)
Date: Mon, 27 May 2002 11:34:17 +0200
Subject: [rt-users] Documentation
Message-ID: <B917CA39.6FAD%b.boksa@sidebysite.de>

Hi!

Is there any further documentation, than what can be found on the RT
Website?

If yes, please tell me where I can find it.

Regards,

Benne 

-- 

Benjamin Boksa
b.boksa at sidebysite.de

side by site GmbH & Co. KG
Druckgestaltung & Webdesign

Barbarastr. 3-9 (Block 6)
D-50735 Koeln

Fon: +49 221 2790964
Fax: +49 221 2790965

http://www.sidebysite.de/




From bruce_campbell at ripe.net  Mon May 27 05:43:09 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 27 May 2002 11:43:09 +0200 (CEST)
Subject: [rt-users] Documentation
In-Reply-To: <B917CA39.6FAD%b.boksa@sidebysite.de>
Message-ID: <Pine.LNX.4.44.0205271141410.27164-100000@x22.ripe.net>

On Mon, 27 May 2002, Benjamin Boksa wrote:

> Is there any further documentation, than what can be found on the RT
> Website?

You mean RT/FM, (http://www.fsck.com/rtfm/), yes?

Other than that, there is the mailing list archives, and the documentation
included with RT itself.  If there are other issues not answered by these
resources, ask away, and you might get an answer ;)

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




From b.boksa at sidebysite.de  Mon May 27 05:54:17 2002
From: b.boksa at sidebysite.de (Benjamin Boksa)
Date: Mon, 27 May 2002 11:54:17 +0200
Subject: [rt-users] Documentation
In-Reply-To: <Pine.LNX.4.44.0205271141410.27164-100000@x22.ripe.net>
Message-ID: <B917CEE9.6FB3%b.boksa@sidebysite.de>

First of all: Thanks for the quick answer, Bruce.

What I am looking for is a graphical schema of the DB and it's tables, for
some programming purposes.

The other thing is a user documentation, which describes the Web- and
Emailinterface from the viewpoint of a user.

So if anything like that is available, I would be glad to hear about it, if
not I hope my boss will give me the time to do some documentation work.

Regards,

Benne



Am 27.05.2002 11:43 Uhr schrieb "Bruce Campbell" unter
<bruce_campbell at ripe.net>:

> On Mon, 27 May 2002, Benjamin Boksa wrote:
> 
>> Is there any further documentation, than what can be found on the RT
>> Website?
> 
> You mean RT/FM, (http://www.fsck.com/rtfm/), yes?
> 
> Other than that, there is the mailing list archives, and the documentation
> included with RT itself.  If there are other issues not answered by these
> resources, ask away, and you might get an answer ;)

-- 

Benjamin Boksa
b.boksa at sidebysite.de

side by site GmbH & Co. KG
Druckgestaltung & Webdesign

Barbarastr. 3-9 (Block 6)
D-50735 Koeln

Fon: +49 221 2790964
Fax: +49 221 2790965

http://www.sidebysite.de/




From smylers at gbdirect.co.uk  Mon May 27 06:37:42 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Mon, 27 May 2002 11:37:42 +0100 (BST)
Subject: [rt-users] Newbie trouble: keywords don't work
In-Reply-To: <1022272636.11816.93.camel@milagro.wildbrain.com>
Message-ID: <Pine.LNX.4.44.0205271113170.18408-100000@tiger.gbdirect.co.uk>

On Friday Jim Meyer wrote:

> On Fri, 2002-05-24 at 12:35, Alexander Dupuy wrote:
>
> > Jim Meyer wrote:
> >
> > > Perhaps the more proper solution is to improve the documentation?
> >
> > Improving the documentation assumes that people actually read it
> > first.
>
> This is where it reduces to philosophy: you don't want new users to
> have to read the instructions before you start setting RT up for
> production.  I think that reading those instructions is the measure of
> a responsible technologist.

I agree with both of you!  I reckon it's responsible to read through the
instructions before deploying a new system for real.

But also before making a decision to deploy new software, it's
responsible to evaluate it.  Given how awful most software is, it seems
responsible, at least initially, to minimise the time spent testing a
particular program.  Often just by playing around with some software
it's possible to get a feel for it (or at least enough to know it isn't
worth bothering with!).

I'd expect a competent techie to have enough background, experience,
nouse, and curiosity to be able to make a stab at an initial evaluation
without spending lots of time ploughing through all the available docs.

> >  And it does nothing to address the fact that the user interface
> >  uses '/' as a separator between nested levels of keywords in it's
> >  display, [...]
>
> I don't see that using a / separator is a problem which needs to be
> addressed. Again, I think it's a matter of philosophy.

For what it's worth, I also initially tried creating hierarchies by
typing slashes in keyword names, but I worked out the 'correct' way
within half an hour or so.  I did look at the documentation -- it was
the 'RT/FM Installation Guide' that caused me to try typing slashes in
the first place.  (I hadn't read the Keywords-Howto by that stage.)

So an explicit warning in the installation guide would seem a good idea.
(Many beginners appear to have fallen for this, and that won't irritate
experienced users since the latter won't be reading the installation
guide.)

> To be precise, your solution means that any new user is protected
> against this one flaw (and lulled into thinking he understands the
> system, a side issue to this discussion); any programmer can remove
> the limitation once s/he has hunted it down; and any other user (e.g.
> experienced non-programmers) is stuck with it. That is unacceptably
> and artificially dumbing-down the system to no worthy purpose.

I agree with that; removing this functionality would be bad.

However, as a compromise, what about not refusing to add keywords with
slashes but still displaying a warning message?  That way any beginner
who's got this wrong gets told about it, but on the odd occasions
experienced users want slashes they still can.

The warning could even be restricted to only being displayed when
generating a keyword called "Left/Right" when there already is a keyword
simply called "Left"; that would catch all the beginners making this
mistake and affect hardly anybody genuinely wanting slashes.

Note that the above is merely by conjecture: there is almost no chance
of me being bothered to write code to do this -- yes I did make the
mistake, but having made it once I'm not going to make it again, and
there's many more things I want in 'RT' for my own use that I'm much
more likely to code.

Cheers.

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




From smylers at gbdirect.co.uk  Mon May 27 06:51:40 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Mon, 27 May 2002 11:51:40 +0100 (BST)
Subject: [rt-users] link to sorted search
In-Reply-To: <a05100307b911b6cf0a3b@[217.185.65.254]>
Message-ID: <Pine.LNX.4.44.0205271145470.18408-100000@tiger.gbdirect.co.uk>

On Wednesday Sebastian Flothow wrote:

> ... I'd like to change the queue links in the upper right of the home
> page so that the search results are sorted by priority, descending.
> How do I do that?

In Elements/Quicksearch find the URL which ends like this:

  &RowsPerPage=50&NewSearch=1

and add a couple of extra arguments so that it ends something like this:

  &RowsPerPage=50&NewSearch=1&TicketsSortBy=Priority&TicketsSortOrder=DESC

Disclaimer:  Because I've redesigned our homepage so much (and have
per-queue links going through 'Apache' mod_rewrite) I've actually
achieved the same result myself by populating %ARGS on in the <%INIT%>
of Search/Listing.html, so the above is untested but I reckon ought to
work.

Good luck!

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




From smylers at gbdirect.co.uk  Mon May 27 07:46:57 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Mon, 27 May 2002 12:46:57 +0100 (BST)
Subject: [rt-users] What is AdminCc?
In-Reply-To: <20020518175223.N29427@lafferty.ca>
Message-ID: <Pine.LNX.4.44.0205271210510.18408-100000@tiger.gbdirect.co.uk>

On May 18 Rich Lafferty wrote:

> On Sat, May 18, 2002 at 09:25:47PM +0200, Sebastian Flothow
> (sebastian at flothow.de) wrote:
>
> > What does AdminCc mean, and how does it differ from Cc?
>
> Well, it all depends on the scrips you set up.

Definitely.  I think that should be emphasized in the docs -- that
basically you can distinguish two groups of people and it's up to you
in what distinction is useful to your organization.

> We're using it locally so that you've got the following types of
> watchers:
>
>    Cc: Other people who have some interest in seeing what the
>        requestor sees; maybe their VAR, maybe a coworker at their
>        site, or maybe the requestor said "Please reply to these two
>        addresses". (Almost always a customer.)

For the latter case I just add the "these two addresses" as further
requestors, since from our point of view they don't need distinguishing
from the first requestor and it ensures they get sent exactly the right
stuff.

> Oh, I just found what I wrote when someone within our organization
> asked that. I said,
>
> -------- cut here --------
>
> There are three sorts of watchers:
>
>   2. CCs: People that aren't the Requestor but who should see the
>      public part of the ticket by mail. Coworkers of partners,
>      partners who ask for replies to home and work addresses, etc.
>
>   3. AdminCCs: People inside the organization that should see the
>      public and private parts of the ticket (and in some queues every
>      transaction.)
>
> -------- cut here --------
>
> Anyone have any quibbles with that bit between "cut here"s?

Yes: I disagree with the public/private distinction being made in
general.  I don't disagree with the fact that you've made that
distinction in your case -- it obviously works for you and no doubt will
for others -- but I think it's being overly prescriptive by suggesting
that the this is the purpose of the CC/AdminCC split.

When first browsing docs for investigating 'RT' several monthgs ago, I
got the impression that the 'intention' of the split was that all CCs
and AdminCCs are internal staff, and that they all receive copies of
both the public and private parts of tickets.  The difference is that
that's all CCs get (CCed stuff and can read it) and that only AdminCCs
can admin a ticket (make changes and the like).  So the difference is on
permissions, not what who receives.

I suppose the above split would be useful in an organization where
managers or whoever feel the need to be kept informed of every thing
their team gets up to but shouldn't actually have permission to change
things.

We here use a different distinction again: for a public-facing queue we
have an entire team as CCs for the queue and only one person as AdminCC.
Our scrips are configured so that all CCs and AdminCCs get newly-created
tickets, but mail on existing tickets only goes to AdminCCs.

Basically this is so that we all get to see new enquiries (which since
we don't know yet what they're about, could be of interest to anybody)
but once a ticket is being dealt with, it only goes to interested
parties; if somebody other than the owner and the queue AdminCC needs to
know about a particular ticket, then he/she is added as an AdminCC of
that ticket.

(This means that being a CC of a ticket in our set-up is pointless; it
would never cause somebody to receive mail.  Also we can't use the
CC/AdminCC distinction for actually distinguishing people.  But
fortunately we're small enough for that not to matter.  Possibly we
should achieve our current behaviour in some other way, but it works
well enough.)

I'm not trying to say that our way of doing things is right (or even
good), nor that my interpretation of the read-only/admin permission
difference is better than yours.  Just that there are several ways of
using the difference, and that many of them don't involve CCs not
getting internal-only mail, so I don't think it's helpful to describe
the distinction in that way.

Or at least, your wording may be a good way of describing an _example_
of a _possible_ distinction but in a way that sounds less like it's the
way that it's 'supposed' to be done!

Hope that makes sense and I haven't caused offence.

Cheers.

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




From bruce_campbell at ripe.net  Mon May 27 10:23:08 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 27 May 2002 16:23:08 +0200 (CEST)
Subject: [rt-users] Problem: How to avoid being too helpful, Discuss.
Message-ID: <Pine.LNX.4.44.0205271608510.27164-100000@x22.ripe.net>

Actually, the situation is more one of:

	Helpdesk
		Helper Foo
		Helper Bar

	Ticket comes in.  Helpers respond via Email

		Helper Foo responds.
		Helper Bar responds, not yet seeing Helper Foo's response.

	Requestor receives:

		Foo: Hi, whats the specifics of the problem?
		Bar: Looks like X, whats the specifics?

Just a little bit awkward for the Helpdesk. ;)

So, what do people think should happen at this juncture to avoid the
situation?

What I'm wanting to happen is:

		Helper Foo responds.
		Helper Bar responds, not yet seeing Helper Foo's response.

		RT_System: Bar, Foo has already responded within the
		timeframe set for delaying responses.  Your response
		will not be sent until time X.  It can be revoked, or
		sent immediately, by using this URL.

I have a few ideas on how to do it, but I'd like to see comments on what
Would Be A Better Way before I implement something ;)

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




From bruce_campbell at ripe.net  Mon May 27 10:54:10 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 27 May 2002 16:54:10 +0200 (CEST)
Subject: [rt-users] Problem: How to avoid being too helpful, Discuss.
In-Reply-To: <Pine.LNX.4.44.0205271608510.27164-100000@x22.ripe.net>
Message-ID: <Pine.LNX.4.44.0205271651180.27164-100000@x22.ripe.net>

On Mon, 27 May 2002, Bruce Campbell wrote:

> So, what do people think should happen at this juncture to avoid the
> situation?

Also, to clarify the situation, most of the Helpdesk's work is done via
email, not the WebUI.  We do have policies indicating that Foo and Bar
should take the ticket before responding and to check for conflicts,
however long, ingrained habit prohibits this (ref AutoTake).

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




From juchem at uni-mannheim.de  Mon May 27 11:28:58 2002
From: juchem at uni-mannheim.de (Matthias Juchem)
Date: Mon, 27 May 2002 17:28:58 +0200
Subject: [rt-users] RT sends double e-mails
Message-ID: <E17CMQd-0008LP-00@gandalf.math.uni-mannheim.de>

Hi.

I've just installed RT with qmail and PostgreSQL. Everything seems to work 
fine, but everyone who gets an e-mail (e.g. the 
OnCreate-AutoreplyToRequestors mail) from RT gets this mail two times, one of 
which is a CC or a BCC.

I did not change any Scrib.

I don't know where to look to solve this problem. Can you give me a hint?

TIA

Greetings,
 Matthias



From smylers at gbdirect.co.uk  Mon May 27 11:25:41 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Mon, 27 May 2002 16:25:41 +0100 (BST)
Subject: [rt-users] Problem: How to avoid being too helpful, Discuss.
In-Reply-To: <Pine.LNX.4.44.0205271651180.27164-100000@x22.ripe.net>
Message-ID: <Pine.LNX.4.44.0205271605400.18408-100000@tiger.gbdirect.co.uk>

Bruce Campbell wrote:

> Also, to clarify the situation, most of the Helpdesk's work is done
> via email, not the WebUI.  We do have policies indicating that Foo and
> Bar should take the ticket before responding and to check for
> conflicts, however long, ingrained habit prohibits this (ref
> AutoTake).

Your original suggestion sounded OK to me, but your saying the above
prompted another idea:

  1 Foo responds to a ticket.

  2 AutoTake changes the owner of the ticket to Foo.

  3 Bar responds to the ticket.

  4 RT notices that the owner of the ticket has changed since Bar wrote
    his response, so then does the quarantine cancel/send thing that you
    previously suggested.

So, how to do step 4?  It seems reasonable to assume that if Bar had
seen Foo's response and Bar was intentionally adding her/his own message
then Bar would've replied to Bar's message rather than the requestor's.

Bar's MUA will include an In-Reply-To: header with the message ID of the
mail to which Bar responded.  From a brief look at how RT forms message
IDs, the transaction number is in there.  So find that, then look to see
if there have been any transactions since then on that ticket which
change the owner[*0].  If so, then do your quarantine thing with URL for
cancelling or forcing the mail to go.

It seems 'cleaner' to check for a (possibly) conflicting event actually
to have occurred rather than to have some threshold guessing that it
might have done.  (Of course, parsing message IDs in this way is far
from clean ... you win some, you lose some.)

The trouble with a threshold, as I'm sure you've realized, is that
setting it too low means the problem is still there -- personally I
don't check for new mail while in the middle of composing a mail.  If
somebody interrupts me right now, it could be half an hour between when
I started writing this and next see my inbox -- and setting it too high
just gets annoying -- often I read mail within seconds of its arrival,
so if I think somebody else's mail needs clarification I might send out
a follow-up within a couple of minutes.  I can't think of what interval
would be appropriate.

[*0]  Or change the status.  Or possibly just any transactions at all.
or any transactions which do anything other than adding a comment.  Or
...

Good luck, with whatever you decide upon.

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




From steve at comp.leeds.ac.uk  Mon May 27 10:56:04 2002
From: steve at comp.leeds.ac.uk (Steve Harris)
Date: Mon, 27 May 2002 15:56:04 +0100 (BST)
Subject: [rt-users] Problem: How to avoid being too helpful, Discuss.
In-Reply-To: <Pine.LNX.4.44.0205271608510.27164-100000@x22.ripe.net>
Message-ID: <Pine.LNX.4.33.0205271545460.1079-100000@cslin000.leeds.ac.uk>

On Mon, 27 May 2002, Bruce Campbell wrote:

> Actually, the situation is more one of:
>
> 	Helpdesk
> 		Helper Foo
> 		Helper Bar
>
> 	Ticket comes in.  Helpers respond via Email
>
> 		Helper Foo responds.
> 		Helper Bar responds, not yet seeing Helper Foo's response.
>
> 	Requestor receives:
>
> 		Foo: Hi, whats the specifics of the problem?
> 		Bar: Looks like X, whats the specifics?
>
> Just a little bit awkward for the Helpdesk. ;)
>
> So, what do people think should happen at this juncture to avoid the
> situation?
>
> What I'm wanting to happen is:
>
> 		Helper Foo responds.
> 		Helper Bar responds, not yet seeing Helper Foo's response.
>
> 		RT_System: Bar, Foo has already responded within the
> 		timeframe set for delaying responses.  Your response
> 		will not be sent until time X.  It can be revoked, or
> 		sent immediately, by using this URL.
>
> I have a few ideas on how to do it, but I'd like to see comments on what
> Would Be A Better Way before I implement something ;)

We use pine and have a handful of scripts that you can 'pipe' the email
through to take ownership etc. The script barfs if someelse already
has ownership. Provided people have the discipline to always take ownership
and all helper use a mail client capable of do this (gripe !) it works a
treat.

It has reduced these clashes by 95+ %.

Steve

-- 
Steve Harris
Senior Computer Officer
School Of Computing, The University Of Leeds







From bruce_campbell at ripe.net  Mon May 27 13:45:18 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 27 May 2002 19:45:18 +0200 (CEST)
Subject: [rt-users] RT sends double e-mails
In-Reply-To: <E17CMQd-0008LP-00@gandalf.math.uni-mannheim.de>
Message-ID: <Pine.LNX.4.44.0205271944420.27164-100000@x22.ripe.net>

On Mon, 27 May 2002, Matthias Juchem wrote:

> I've just installed RT with qmail and PostgreSQL. Everything seems to work
> fine, but everyone who gets an e-mail (e.g. the
> OnCreate-AutoreplyToRequestors mail) from RT gets this mail two times, one of
> which is a CC or a BCC.
>
> I did not change any Scrib.
>
> I don't know where to look to solve this problem. Can you give me a hint?

Can you list the Scrips that you have active both on the Queue, and any
global Scrips that you may have?

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




From bruce_campbell at ripe.net  Mon May 27 13:48:00 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Mon, 27 May 2002 19:48:00 +0200 (CEST)
Subject: [rt-users] Documentation
In-Reply-To: <B917CEE9.6FB3%b.boksa@sidebysite.de>
Message-ID: <Pine.LNX.4.44.0205271946160.27164-100000@x22.ripe.net>

On Mon, 27 May 2002, Benjamin Boksa wrote:

> What I am looking for is a graphical schema of the DB and it's tables, for
> some programming purposes.

There is a partial schema in RT/FM that I really should clean up at some
point.

> The other thing is a user documentation, which describes the Web- and
> Emailinterface from the viewpoint of a user.

This isn't covered to your satisfaction in RT/FM?  Can you expand on what
should be there?

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




From juchem at uni-mannheim.de  Mon May 27 14:58:29 2002
From: juchem at uni-mannheim.de (Matthias Juchem)
Date: Mon, 27 May 2002 20:58:29 +0200
Subject: [rt-users] RT sends double e-mails
In-Reply-To: <Pine.LNX.4.44.0205271944420.27164-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0205271944420.27164-100000@x22.ripe.net>
Message-ID: <E17CPhN-0008UI-00@gandalf.math.uni-mannheim.de>

On Monday, 27. May 2002 19:45, Bruce Campbell wrote:
> Can you list the Scrips that you have active both on the Queue, and any
> global Scrips that you may have?

Sure.

Global Scrips:

OnCreate AutoreplyToRequestors with template Autoreply
OnCorrespond NotifyAllWatchers with template Correspondence
OnComment NotifyAdminCcsAsComment with template AdminComment
OnComment NotifyOtherRecipientsAsComment with template Correspondence
OnCorrespond NotifyOtherRecipients with template Correspondence
OnCreate NotifyAdminCcs with template InitialNotify 

No queue specific scrips.

These scrips are the default scrips of version 2.0.13. I have only changed 
the template for OnCreate-NotifyAdminCcs.

Regards,
 Matthias



From patrick at pwhsnet.com  Mon May 27 21:57:51 2002
From: patrick at pwhsnet.com (Patrick O. Fish)
Date: Mon, 27 May 2002 18:57:51 -0700
Subject: [rt-users] RT Reinstall: Apache core dump
Message-ID: <018101c205eb$12d55720$0300a8c0@zeus>

I installed RT, after reformatting my freebsd 4.5 machine....

The install went well, I installed all the moudles via cpan, however, I add
this to the httpd:


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

and I try to start apache and I get:

apollo# ./apachectl start
Segmentation fault - core dumped
./apachectl start: httpd could not be started
apollo#


Heres some information:

RT 2 {current version}
Server Version: Apache/1.3.24 (Unix) mod_perl/1.26 PHP/4.2.0
FreeBSD 4.5-RELEASE


I'm also using my old MySQL databases !






From iqbala at qwestip.net  Tue May 28 00:22:30 2002
From: iqbala at qwestip.net (Asif Iqbal)
Date: Tue, 28 May 2002 00:22:30 -0400
Subject: [rt-users] purge tickets
Message-ID: <002e01c205ff$766512d0$7b3d3244@rustyangel>

Hi

I have over 117977 Transactions for 59847 Tickets. Out of which 34816
Tickets are dead. Is there anyway I can purge those dead tickets ?

Thanks
Asif

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From Weimer at CERT.Uni-Stuttgart.DE  Tue May 28 01:01:11 2002
From: Weimer at CERT.Uni-Stuttgart.DE (Florian Weimer)
Date: Tue, 28 May 2002 07:01:11 +0200
Subject: [rt-users] Non-consecutive ticket numbers
Message-ID: <87d6vguaqw.fsf@CERT.Uni-Stuttgart.DE>

Should ticket numbers be consecutive?  Or doesn't it matter at all?

Some people requested the date of creation as part of the ticket
number, and I wonder if I can increase the sequence number to YYMMDD00
every night (or even YYMMDD000).

-- 
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 rich+rt at lafferty.ca  Tue May 28 01:14:45 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Tue, 28 May 2002 01:14:45 -0400
Subject: [rt-users] Non-consecutive ticket numbers
In-Reply-To: <87d6vguaqw.fsf@CERT.Uni-Stuttgart.DE>; from Weimer@CERT.Uni-Stuttgart.DE on Tue, May 28, 2002 at 07:01:11AM +0200
References: <87d6vguaqw.fsf@CERT.Uni-Stuttgart.DE>
Message-ID: <20020528011445.B5343@lafferty.ca>

On Tue, May 28, 2002 at 07:01:11AM +0200, Florian Weimer (Weimer at CERT.Uni-Stuttgart.DE) wrote:
> Should ticket numbers be consecutive?  Or doesn't it matter at all?

Doesn't matter at all, except that RT::Ticket::Create expects the
database to do the right thing. 
 
> Some people requested the date of creation as part of the ticket
> number, and I wonder if I can increase the sequence number to YYMMDD00
> every night (or even YYMMDD000).

We use YYYYMMDDnnn, which required changing a bunch of fields from
integer to bigint. You should be able to get around that with just
YYMMDD000 (which I'd recommend; one barrage of spam or mail problem
and you've got 100 tickets easy.)

For MySQL, all you should need to do is run this at midnight:

TICKET=$(date +%y%m%d000)
mysql --user=rt_user --pass=PASSWORD rt2 \
      -e "ALTER TABLE Tickets AUTO_INCREMENT = ${TICKET};"

Oh, wait, you'll hit a problem there. RT (well, MySQL) *does* expect
tickets to be integers, not strings, so with YYMMDDnnn, you'll
get a current ticket number of "20528001", not "020528001". There's
something to be said for YYYY -- if you want, I'll send an updated
schema for the bigint ticket numbers. (I *think* I've caught them
all.) The four-digit year is %Y instead of %y in the date command in
the bit above.

Hope this helps,

  -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 kurth at usaexpress.net  Tue May 28 10:00:19 2002
From: kurth at usaexpress.net (Kurth Bemis)
Date: Tue, 28 May 2002 10:00:19 -0400
Subject: [rt-users] problems with q-mail and rt2
Message-ID: <4.3.1.2.20020528095954.021c2608@mail.usaexpress.net>

At 06:00 PM 5/26/2002 -0400, David Miller wrote:

still no luck

from the log
@400000003cf15c3312cbdde4 new msg 15698
@400000003cf15c3312cc7a24 info msg 15698: bytes 991 from 
<kurth at usaexpress.net> qp 27447 uid 71
@400000003cf15c33133b60c4 starting delivery 9: msg 15698 to local 
support at dozer.usaexpress.net
@400000003cf15c33133c108c status: local 1/10 remote 0/20
@400000003cf15c33147776bc delivery 9: deferral: 
/opt/rt2/bin/rt-mailgate:_line_1:_syntax_error_near_unexpected_token_`<kurth at dozer.usaexpress.net>'//opt/rt2/bin/rt-mailgate:_line_1:_`Return-Path:_<kurth at dozer.usaexpress.net>'/
@400000003cf15c3314780b2c status: local 0/10 remote 0/20

and now my NEW .qmail file is
| /var/qmail/bin/preline /opt/rt2/bin/rt-mailgate --queue general --action 
correspond

it seems to be an error in rt-mailgate.  I'm not a perl hacker.....

~kurth

>At 05:48 PM 5/26/2002 -0400, you wrote:
>>this is my ~alias/.qmail-support
>>
>>dozer:/opt/rt2/etc# cat ~alias/.qmail-support
>>|/opt/rt2/bin/rt-mailgate --queue general --action correspond
>
>Try running the mail through preline first.  Should be in 
>/var/qmail/bin.  See the docs here:
>
>http://fsck.com/rtfm/article.html?id=2#48
>
>Also may be worth throwing a space in between the pipe and the command.
>
>
>David Miller
>Systems Administrator
>Department of Design
>Department of Art
>The Ohio State University
>
>ph: 614.688.5907
>fx:  614.292.0217


Kurth Bemis - Network/Systems Administrator, USAExpress.net/Ozone Computer

"Jedi business, Go back to your drinks" - Anakin Skywalker, AOTC

kurth at usaexpress.net | http://kurth.hardcrypto.com
PGP key available - http://kurth.hardcrypto.com/pgp





From alesh at opensource-technologies.com  Tue May 28 09:57:11 2002
From: alesh at opensource-technologies.com (=?iso-8859-2?Q?Ale=B9_Mustar?=)
Date: Tue, 28 May 2002 15:57:11 +0200
Subject: [rt-users] RT Reinstall: Apache core dump
In-Reply-To: <018101c205eb$12d55720$0300a8c0@zeus>
Message-ID: <001f01c2064f$912db4f0$2801a8c0@asus>

I had this same thing when I upgraded my apache server.
A make clean and/or make distclean in mod_perl, apache and php and a
reconfigure, make of everything helped.
Ofcourse the backup before make install, saved my ass.

Ale?

-- 
Ale? Mustar
direktor
Opensource-Technologies
Ale? Mustar s.p.



-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Patrick O. Fish
Sent: Tuesday, May 28, 2002 3:58 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] RT Reinstall: Apache core dump


I installed RT, after reformatting my freebsd 4.5 machine....

The install went well, I installed all the moudles via cpan, however, I
add this to the httpd:


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

and I try to start apache and I get:

apollo# ./apachectl start
Segmentation fault - core dumped
./apachectl start: httpd could not be started
apollo#


Heres some information:

RT 2 {current version}
Server Version: Apache/1.3.24 (Unix) mod_perl/1.26 PHP/4.2.0 FreeBSD
4.5-RELEASE


I'm also using my old MySQL databases !




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

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






From kurth at usaexpress.net  Tue May 28 10:28:09 2002
From: kurth at usaexpress.net (Kurth Bemis)
Date: Tue, 28 May 2002 10:28:09 -0400
Subject: [rt-users] i'm a bit closer!
Message-ID: <4.3.1.2.20020528102623.021d5698@mail.usaexpress.net>

ok I have poked around and hacked a bit and have move a bit farther....now 
I get this in my qmail error logs.

@400000003cf392802174626c starting delivery 38: msg 15712 to local 
support at dozer.usaexpress.net
@400000003cf3928021760464 status: local 1/10 remote 0/20
@400000003cf392810551f61c delivery 38: deferral: 
Can't_locate_config.pm_in_ at 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_/opt/rt2/bin/rt-mailgate_line_30./BEGIN_failed--compilation_aborted_at_/opt/rt2/bin/rt-mailgate_line_30./
@400000003cf392810554018c status: local 0/10 remote 0/20

config.pm exists in /opt/rt2/etc with the following perms

drwxr-xr-x    8 root     root         4096 May  7 15:45 ..
-r-x------    1 root     rt            183 May  7 15:54 acl.mysql
-r-x------    1 root     rt          14213 May 26 16:35 config.pm.old
-r-x------    1 root     rt          16564 May 28 09:13 insertdata
drwxr-xr-x    2 root     rt           4096 May 28 09:13 .
-r-xr-x---    1 root     rt          14221 May 28 09:16 config.pm

any ideas?

~kurth

Kurth Bemis - Network/Systems Administrator, USAExpress.net/Ozone Computer

"Jedi business, Go back to your drinks" - Anakin Skywalker, AOTC

kurth at usaexpress.net | http://kurth.hardcrypto.com
PGP key available - http://kurth.hardcrypto.com/pgp





From josh at saratoga.lib.ny.us  Tue May 28 10:26:22 2002
From: josh at saratoga.lib.ny.us (josh)
Date: Tue, 28 May 2002 10:26:22 -0400
Subject: [rt-users] How to fix "Can't do setuid"? Reinstall Perl modules?
Message-ID: <20020528102622.A7851@saratoga.lib.ny.us>

I seem to be getting the "Can't do setuid" problem, but I can't quite
figure out why. The only thing that has occured to me is either my
Perl installation is still messed up someplace from an aborted,
accidental upgrade to 5.6.1. Or that I need someone to uninstall and
reinstall either the Perl or RT programs in order to get them to use
the right versions. That is I need to reinstall the perl modules that
were updated by the 'make fixdeps' commands with my perl5.00503. 

I can't find a make clean command or a force to force the 'make
fixdeps' to rebuild the modules.

It is also possible that I just don't have the permissions set
right. There are a few other things that are confusing to me.

-rws--x--x   1 root     root       530972 Aug 23  2000 /usr/bin/sperl5.00503
-rws--x--x   2 root     root       530972 May 24 17:39 /usr/bin/sperl5.6.1
-rws--x--x   2 root     root       530972 May 24 17:39 /usr/bin/suidperl

All three of those program are identical at least according to the
diff command and have the setuid bit on.

I can easily remove and reinstall RT and MySQL, but Perl is of course
another matter. So how do I fix my setuid problem?

-- 
Josh Kuperman                       
josh at saratoga.lib.ny.us




From bruce_campbell at ripe.net  Tue May 28 11:30:21 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 28 May 2002 17:30:21 +0200 (CEST)
Subject: [rt-users] How to fix "Can't do setuid"? Reinstall Perl modules?
In-Reply-To: <20020528102622.A7851@saratoga.lib.ny.us>
Message-ID: <Pine.LNX.4.44.0205281727560.27164-100000@x22.ripe.net>

On Tue, 28 May 2002, josh wrote:

> I seem to be getting the "Can't do setuid" problem, but I can't quite
>
> -rws--x--x   1 root     root       530972 Aug 23  2000 /usr/bin/sperl5.00503
> -rws--x--x   2 root     root       530972 May 24 17:39 /usr/bin/sperl5.6.1
> -rws--x--x   2 root     root       530972 May 24 17:39 /usr/bin/suidperl
>
> All three of those program are identical at least according to the
> diff command and have the setuid bit on.

And for all instances of '#!/some/path/perl' within RT, are you calling
one of the setuid perls as above?

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




From bruce_campbell at ripe.net  Tue May 28 11:33:39 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 28 May 2002 17:33:39 +0200 (CEST)
Subject: [rt-users] i'm a bit closer!
In-Reply-To: <4.3.1.2.20020528102623.021d5698@mail.usaexpress.net>
Message-ID: <Pine.LNX.4.44.0205281730300.27164-100000@x22.ripe.net>

On Tue, 28 May 2002, Kurth Bemis wrote:

> ok I have poked around and hacked a bit and have move a bit farther....now
> I get this in my qmail error logs.
>
> @400000003cf392802174626c starting delivery 38: msg 15712 to local
> support at dozer.usaexpress.net
> @400000003cf3928021760464 status: local 1/10 remote 0/20
> @400000003cf392810551f61c delivery 38: deferral:
> Can't_locate_config.pm_in_ at 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_/opt/rt2/bin/rt-mailgate_line_30./BEGIN_failed--compilation_aborted_at_/opt/rt2/bin/rt-mailgate_line_30./
> @400000003cf392810554018c status: local 0/10 remote 0/20
>
> config.pm exists in /opt/rt2/etc with the following perms
>
> drwxr-xr-x    8 root     root         4096 May  7 15:45 ..
> -r-xr-x---    1 root     rt          14221 May 28 09:16 config.pm

Is the user that you are running rt-mailgate as, 'root' (ugh), or a member
of the 'rt' group, *and*, are the permissions on /opt, /opt/rt2,
/opt/rt2/etc suitable for that user to get there?

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




From bruce_campbell at ripe.net  Tue May 28 11:36:33 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 28 May 2002 17:36:33 +0200 (CEST)
Subject: [rt-users] purge tickets
In-Reply-To: <002e01c205ff$766512d0$7b3d3244@rustyangel>
Message-ID: <Pine.LNX.4.44.0205281734520.27164-100000@x22.ripe.net>

On Tue, 28 May 2002, Asif Iqbal wrote:

> I have over 117977 Transactions for 59847 Tickets. Out of which 34816
> Tickets are dead. Is there anyway I can purge those dead tickets ?

'Yes'.

You need to remove all attachments, transactions and tickets where the
status is 'dead'.  Various, _unsupported_, scripts to do this have been
posted to rt-users previously.

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




From bruce_campbell at ripe.net  Tue May 28 11:47:45 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 28 May 2002 17:47:45 +0200 (CEST)
Subject: [rt-users] RT sends double e-mails
In-Reply-To: <E17CPhN-0008UI-00@gandalf.math.uni-mannheim.de>
Message-ID: <Pine.LNX.4.44.0205281737210.27164-100000@x22.ripe.net>

On Mon, 27 May 2002, Matthias Juchem wrote:

> On Monday, 27. May 2002 19:45, Bruce Campbell wrote:
> > Can you list the Scrips that you have active both on the Queue, and any
> > global Scrips that you may have?
>
> Sure.
>
> These scrips are the default scrips of version 2.0.13. I have only changed
> the template for OnCreate-NotifyAdminCcs.

Thats odd.  Possibly you've run into an oddity with invoking the mailer.
Your next step would be to look at how RT is invoking postfix (config.pm,
$MailCommand) and trying the other varient (either 'sendmail' or
'sendmailpipe'), and ensuring that the $SendmailArguments are correct.

Could anyone with a working postfix installation share their
configurations?

( sorry, I don't have a postfix installation at present )

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




From gwleong at lbl.gov  Thu May 23 19:16:59 2002
From: gwleong at lbl.gov (Gary Leong)
Date: Thu, 23 May 2002 16:16:59 -0700
Subject: [rt-users] RH 7.2 step by step
Message-ID: <3CED786B.59C06A31@lbl.gov>

Here are the step by step instructions I promised way back when.  I
didn't get a chance to write it up until now.  It's off the top of my
head, so I do apologize if I neglected a step or two.  Please let me
know of any mistakes, so I can update the instructions on
documenations..  Thanks.

I also attached the file.

Gary


1)Install Redhat 7.2

2)Remove apache in distributed Redhat 7.2
To a get a list, run this command:

  rpm -qa | grep apache

apacheconf-0.8.1-1
apache-manual-1.3.22-2
apache-devel-1.3.22-2
apache-1.3.22-2

then run

  rpm -e apacheconf-0.8.1-1
  rpm -e apache-manual-1.3.22-2
  rpm -e apache-devel-1.3.22-2
  rpm -e apache-1.3.22-2

3)Download mod_perl and apache source.  I put the source in /temp. Unzip
and untar the source.

  gunzip -c apache_1.13.9.tar.gz | tar xvf -
  gunzip -c mod_perl-1.26.tar.gz | tar xvf -

4)To install Apache with mod_perl statically compiled.

cd into the mod_perl directory and run the following commands to
configure mod_perl for apache install:

      cd /temp/mod_perl-1.26
            perl Makefile.PL \
             APACHE_SRC=../apache_1.13.9/src \
              NO_HTTPD=1 \
              USE_APACI=1 \
              PREP_HTTPD=1 \
               EVERYTHING=1 \
               make
               make install

cd into apache source directory.  To install apache, run the following
commands:
         cd /temp/apache_1.3.19/
         ./configure --prefix=/usr/local/apache \
             --activate-module=src/modules/perl/libperl.a \

5) Download and install CPAN
unzip and untar source and cd into CPAN source directory.
follow these commands to install:

  gunzip -c CPAN-1.59.tar.gz | tar xvf -
  cd /temp/CPAN*
  perl Makefile.PL
  make
  make install

6) Install Mason manually as CPAN doesn't seem to download and install
it automatically.
unzip and untar source and cd into Mason directory.

  gunzip -c HTML-Mason-1.04.tar.gz | tar xvf -
   cd /temp/HTML-*
  perl Makefile.PL
  make
  make install

7) Download and unpackage RT.

  gunzip -c rt.tar.gz | tar xvf -

8) Get dependent modules.
  cd /temp/rt-2-0-9/
  make testdeps
  make fixdeps

9) Configure preliminarily apache.

 a)In http.conf, change the following lines.  They are in this order,
but not juxtaposed vertically.  Do a search
     make the changes.


  ServerType stand
  ServerRoot "/usr/local/apache"
  MinSpareServers 5
  MaxSpareServers 20
  StartServers 8
  MaxClients 150
  MaxRequestsPerChild 100
  Listen 80
  Port 80
  User apache
  Group apache
  ErrorLog /var/log/httpd/error.log
  CustomLog /var/log/httpd/access_log combined

 b)Make log directories.
  mkdir -p /var/log/httpd/error.log /var/log/httpd/access_log
  chown -R apache:apache /var/log/httpd/error.log
/var/log/httpd/access_log

10) Create user rt.

groupadd -g 35 rt
useradd -m -d /home/rt -u 4040 -g 35 rt

11) Set root password for MySQL database.

e.g.

username: root
password: 123456

The syntax is as follows:

/mysql/admin -u root password '123456'

12) Install RT

 a) Make changes to Makefile
  cd /tmp/rt-2-0-9
  vi Makefile
   for these entries

   RT_PATH = /opt/rt2
   RT_LOG_PATH = /var/log/rt2
                        DB_TYPE = Mysql
   DB_HOME = /usr/bin/mysql
   DB_DBA = root
   DB_DBA_PASSWORD = "123456"
   DB_RT_USER = rt
   WEB_USER  = apache
   WEB_GROUP = apache
 c) mkdir -p /var/log/rt2
    chown -R root:rt /var/log/rt2
    chmod 755 /var/log/rt2

 b) Install rt: build database and install rt files.

  make install

13) Set up Sendmail
 a) configure Sendmail to receive connections outside of localhost.
Sendmail from Redhat
           by default doesn't allow outside email.
  change the mc file

   vi /etc/mail/sendmail.mc
    DAEMON_OPTIONS(`Port=smtp,Addr=127.0.0.1, Name=MTA')
<-------------dnl this entry
    run the command

   m4 /etc/mail/sendmail.mc > /etc/sendmail.cf

   vi /etc/aliases
    rt-comment: "|/opt/rt2/bin/rt-mailgate --queue general --action
comment"    <----------add the following entry
    rt: "|/opt/rt2/bin/rt-mailgate --queue general --action
correspond"         <----------add the following entry
14) Configure config.pm file for rt
  Let's say our domain is wheats.com.

 a) Change the following in the file, accordingly.
  e.g.
  $rtname="wheats.com";
  $rtname="wheats.com";
  $DatabaseUser='rt';
  $DatabasePassword='123456';
  $CorrespondAddress='rt';
  $CommentAddress='rt';

15) Make sure user rt can access and manipulate database.

e.g.
username: root
password: 123456

  mysql -u root -p
  GRANT ALL ON rt2.db.* To rt at localhost Identified By "123456"
  quit
16) Setup rt to access by Apache.
 e.g.
 IP address of rt machine: 128.5.3.11
 Only machines in wheats.com domain will allow be accessed.

 In the httpd.conf file in /usr/local/apache/conf


 a) Add the following entries, accordingly.


  #NameVirtualHost *

  <VirtualHost 128.5.3.11>
  DocumentRoot /opt/rt2/WebRT/html
  ServerName dummy.wheats.com
  PerlModule Apache::DBI
  PerlFreshRestart On
  PerlRequire /opt/rt2/bin/webmux.pl
  <Location />
  SetHandler perl-script
  PerlHandler RT::Mason
  Order allow,deny
  Allow from *.wheats.lbl.gov
  </Location>
  </VirtualHost>


17) Add apache to run scripts.
  cp /usr/local/apache/bin/apachect1 /etc/init.d/
  ln -s /etc/init.d/apachect1 /etc/rc3.d/S99httpd

18) Reboot the machine. I hope everything works.  Please, please let me
know if things don't go right or how
I can make things clearer.


-------------- next part --------------
1)Install Redhat 7.2 

2)Remove apache in distributed Redhat 7.2
To a get a list, run this command:

		rpm -qa | grep apache 

apacheconf-0.8.1-1
apache-manual-1.3.22-2
apache-devel-1.3.22-2
apache-1.3.22-2

then run 

		rpm -e apacheconf-0.8.1-1
		rpm -e apache-manual-1.3.22-2
		rpm -e apache-devel-1.3.22-2
		rpm -e apache-1.3.22-2

3)Download mod_perl and apache source.  I put the source in /temp. Unzip and untar the source.

		gunzip -c apache_1.13.9.tar.gz | tar xvf -
		gunzip -c mod_perl-1.26.tar.gz | tar xvf -

4)To install Apache with mod_perl statically compiled.

cd into the mod_perl directory and run the following commands to configure mod_perl for apache install:

 	   	cd /temp/mod_perl-1.26
           	perl Makefile.PL \ 
            	APACHE_SRC=../apache_1.13.9/src \ 
             	NO_HTTPD=1 \ 
             	USE_APACI=1 \ 
             	PREP_HTTPD=1 \ 
              	EVERYTHING=1 \ 
              	make 
              	make install 

cd into apache source directory.  To install apache, run the following commands:
	        cd /temp/apache_1.3.19/
        	./configure --prefix=/usr/local/apache \ 
            	--activate-module=src/modules/perl/libperl.a \ 

5) Download and install CPAN
unzip and untar source and cd into CPAN source directory.
follow these commands to install:

		gunzip -c CPAN-1.59.tar.gz | tar xvf -
		cd /temp/CPAN*
		perl Makefile.PL
		make
		make install

6) Install Mason manually as CPAN doesn't seem to download and install it automatically.
unzip and untar source and cd into Mason directory.

		gunzip -c HTML-Mason-1.04.tar.gz | tar xvf -
 		cd /temp/HTML-*
		perl Makefile.PL
		make
		make install

7) Download and unpackage RT.

		gunzip -c rt.tar.gz | tar xvf -

8) Get dependent modules.
		cd /temp/rt-2-0-9/
		make testdeps
		make fixdeps

9) Configure preliminarily apache.  

	a)In http.conf, change the following lines.  They are in this order, but not juxtaposed vertically.  Do a search 
  	  make the changes.	


		ServerType stand
		ServerRoot "/usr/local/apache"
		MinSpareServers 5
		MaxSpareServers 20
		StartServers 8
		MaxClients 150
		MaxRequestsPerChild 100
		Listen 80
		Port 80
		User apache
		Group apache
		ErrorLog /var/log/httpd/error.log 
		CustomLog /var/log/httpd/access_log combined

	b)Make log directories.
		mkdir -p /var/log/httpd/error.log /var/log/httpd/access_log
		chown -R apache:apache /var/log/httpd/error.log /var/log/httpd/access_log

10) Create user rt.

groupadd -g 35 rt
useradd -m -d /home/rt -u 4040 -g 35 rt

11) Set root password for MySQL database.

e.g.

username: root
password: 123456

The syntax is as follows:

/mysql/admin -u root password '123456'

12) Install RT

	a) Make changes to Makefile
		cd /tmp/rt-2-0-9
		vi Makefile
			for these entries

			RT_PATH = /opt/rt2
			RT_LOG_PATH = /var/log/rt2
                        DB_TYPE = Mysql
			DB_HOME = /usr/bin/mysql
			DB_DBA = root
			DB_DBA_PASSWORD = "123456"
			DB_RT_USER = rt
			WEB_USER  = apache
			WEB_GROUP = apache
	c) mkdir -p /var/log/rt2
	   chown -R root:rt /var/log/rt2
	   chmod 755 /var/log/rt2

	b) Install rt: build database and install rt files.

		make install

13) Set up Sendmail
	a) configure Sendmail to receive connections outside of localhost.  Sendmail from Redhat 
           by default doesn't allow outside email.
		change the mc file

			vi /etc/mail/sendmail.mc 
				DAEMON_OPTIONS(`Port=smtp,Addr=127.0.0.1, Name=MTA')      <-------------dnl this entry
	   run the command

			m4 /etc/mail/sendmail.mc > /etc/sendmail.cf
			
			vi /etc/aliases
				rt-comment: "|/opt/rt2/bin/rt-mailgate --queue general --action comment"    <----------add the following entry
				rt: "|/opt/rt2/bin/rt-mailgate --queue general --action correspond"         <----------add the following entry   
14) Configure config.pm file for rt
 	Let's say our domain is wheats.com.	
	
	a) Change the following in the file, accordingly.
		e.g.		
		$rtname="wheats.com";
		$rtname="wheats.com";
		$DatabaseUser='rt';
		$DatabasePassword='123456';
		$CorrespondAddress='rt';
		$CommentAddress='rt';

15) Make sure user rt can access and manipulate database.

e.g.
username: root
password: 123456

		mysql -u root -p 
		GRANT ALL ON rt2.db.* To rt at localhost Identified By "123456"
		quit
16) Setup rt to access by Apache.
	e.g. 
	IP address of rt machine: 128.5.3.11
	Only machines in wheats.com domain will allow be accessed.

	In the httpd.conf file in /usr/local/apache/conf


	a) Add the following entries, accordingly.


		#NameVirtualHost *
 
		<VirtualHost 128.5.3.11>
		DocumentRoot /opt/rt2/WebRT/html
		ServerName dummy.wheats.com
		PerlModule Apache::DBI
		PerlFreshRestart On
		PerlRequire /opt/rt2/bin/webmux.pl
		<Location />
		SetHandler perl-script
		PerlHandler RT::Mason
		Order allow,deny
		Allow from *.wheats.lbl.gov
		</Location>
		</VirtualHost>


17) Add apache to run scripts.
		cp /usr/local/apache/bin/apachect1 /etc/init.d/
		ln -s /etc/init.d/apachect1 /etc/rc3.d/S99httpd

18) Reboot the machine. I hope everything works.  Please, please let me know if things don't go right or how 
I can make things clearer.


From ManfredElezovski at notes.ny.cyberdialogue.com  Tue May 28 11:52:10 2002
From: ManfredElezovski at notes.ny.cyberdialogue.com (Manfred Elezovski)
Date: Tue, 28 May 2002 11:52:10 -0400
Subject: [rt-users] (no subject)
Message-ID: <OF34DACACF.2BCE8BAA-ON85256BC7.00569F6F@ny.cyberdialogue.com>

Linux 2.4.8-26mdk
perl5 revision 5.0 version 6 subversion 1
apache 1.3.23

I need help in figuring out how to create tickets via e-mail.  My main
email server is running Lotus Notes Domino, and it is external to RT.  Has
anyone got an idea for this type of configuration.  Thank You

Munchy




From espenhw at empolis.no  Mon May 27 05:00:29 2002
From: espenhw at empolis.no (Espen Wiborg)
Date: 27 May 2002 11:00:29 +0200
Subject: [rt-users] Setting password on creation of account
In-Reply-To: <0c1e3f6921b9a2fd46b8bf5b5418de153cef4603@mail.a-aarhus.dk>
References: <0c1e3f6921b9a2fd46b8bf5b5418de153cef4603@mail.a-aarhus.dk>
Message-ID: <ubsb2othu.fsf@empolis.no>

"Ole Schelde" <ole.schelde at a-aarhus.dk> writes:
> Where do I have to change the code to automatically set a users
> password when the system creates theire account?

For users created by mail, you'll want to hack at
<rtpath>/lib/RT/Interface/Email.pm, starting at line 412 or so.

-- 
Espen Wiborg <espenhw at empolis.no>
In most advertisements, the time displayed on a watch is 10:10.




From iqbala at qwestip.net  Tue May 28 15:25:48 2002
From: iqbala at qwestip.net (Asif Iqbal)
Date: Tue, 28 May 2002 15:25:48 -0400
Subject: [rt-users] Fw: rt2 is very slow
Message-ID: <027801c2067d$78bd0f50$a6002fd0@meteor>

----- Original Message -----
From: "Asif Iqbal" <iqbala at qwestip.net>
To: <rt-users-request at lists.fsck.com>
Sent: Tuesday, May 28, 2002 3:12 PM
Subject: rt2 is very slow


> After migrating rt2 from rt1 its very slow
>
> Any idea how to fix it ?
>
> I have DBIx-SearchBuilder-0.48, Apache::DBI (it is working I guess, since
I
> cans till work on the tickets through the web)
>
> I have not done any indexing. No purge feature yet :-(
>
> Thanks
> Asif
>
>




From josh at saratoga.lib.ny.us  Tue May 28 15:47:51 2002
From: josh at saratoga.lib.ny.us (josh)
Date: Tue, 28 May 2002 15:47:51 -0400
Subject: [rt-users] How to fix "Can't do setuid"? Reinstall Perl modules?
In-Reply-To: <Pine.LNX.4.44.0205281727560.27164-100000@x22.ripe.net>; from bruce_campbell@ripe.net on Tue, May 28, 2002 at 05:30:21PM +0200
References: <20020528102622.A7851@saratoga.lib.ny.us> <Pine.LNX.4.44.0205281727560.27164-100000@x22.ripe.net>
Message-ID: <20020528154751.A21331@saratoga.lib.ny.us>

On Tue, May 28, 2002 at 05:30:21PM +0200, Bruce Campbell wrote:
> On Tue, 28 May 2002, josh wrote:
> 
> > I seem to be getting the "Can't do setuid" problem, but I can't quite
> And for all instances of '#!/some/path/perl' within RT, are you calling
> one of the setuid perls as above?

As far as I can tell my path is fine. Is there a good way to check?
Judging from @INC I've got it right. Is there an easy way to check
that I have setuid capability? Before I sent this I created a perl
"hello world" to test. I wrote it as root. It executes fine without
the suid bit turned on, but fails with the "Can't do setuid" message
once I make it suid. 

One one level this has nothing to do with RT, except that RT requires
the suid programs to works. It may have something to do with how RaQ
XTRs are configured or how I may have damaged my perl installation. In
any case the instructions from the FAQ are not enough for me to fix
what is happening. I'll ask on the Cobalt lists as well, but it still
mystifies me.

-- 
Josh Kuperman                       
josh at saratoga.lib.ny.us




From seph at commerceflow.com  Tue May 28 16:14:44 2002
From: seph at commerceflow.com (seph)
Date: 28 May 2002 13:14:44 -0700
Subject: [rt-users] Problem: How to avoid being too helpful, Discuss.
In-Reply-To: Smylers's message of "Mon, 27 May 2002 16:25:41 +0100 (BST)"
References: <Pine.LNX.4.44.0205271605400.18408-100000@tiger.gbdirect.co.uk>
Message-ID: <6yn0ukqbbf.fsf@seph.commerceflow.com>

> > Also, to clarify the situation, most of the Helpdesk's work is done
> > via email, not the WebUI.  We do have policies indicating that Foo and
> > Bar should take the ticket before responding and to check for
> > conflicts, however long, ingrained habit prohibits this (ref
> > AutoTake).
> 
> Your original suggestion sounded OK to me, but your saying the above
> prompted another idea:
> 
>   1 Foo responds to a ticket.
> 
>   2 AutoTake changes the owner of the ticket to Foo.
> 
>   3 Bar responds to the ticket.
> 
>   4 RT notices that the owner of the ticket has changed since Bar wrote
>     his response, so then does the quarantine cancel/send thing that you
>     previously suggested.

step 4 could be greatly simplified by saying either only allowing the
ticket owner and the requester to correspond on the ticket; or only
allowing them to correspond without the quarantine period.

seph



From rich+rt at lafferty.ca  Tue May 28 16:33:55 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Tue, 28 May 2002 16:33:55 -0400
Subject: [rt-users] Re: [rt-devel] Outage info patches for RT
In-Reply-To: <5.1.0.14.0.20020528123418.00af7df8@pop.charter.net>; from dwaddle@charter.net on Tue, May 28, 2002 at 01:41:16PM -0500
References: <5.1.0.14.0.20020528123418.00af7df8@pop.charter.net>
Message-ID: <20020528163355.A4518@lafferty.ca>

On Tue, May 28, 2002 at 01:41:16PM -0500, Duane Waddle (dwaddle at charter.net) wrote:
> Hi all,
> 
> I'm starting to look at patching outage tracking functionality onto RT 
> 2.0.13.  I thought I'd ask if anyone else had done any work on this before 
> I get knee deep in source.

Ankles, maybe.. :-)
 
> Basically, the idea I'm running from is to have a section in WebRT where 
> one could select a 'system', 

Keyword!

> an optional 'application' (both being fed from keywords),

Keyw.. yeah, what HE said. :-)

> a start date+time,

"Started"!

> an end date+time, 

"Due"!. Maybe you would relabel the field for convenience; that's the
ankles-deep part. :-)

> and a boolean flag for whether or not the outage was SLA impacting.

Keyword!

> Given this data, you could do a SQL query for each reporting period to be 
> able to compute outage information.

I'd recommend an RT query -- that's what published APIs are for :-)

> As I begin on this -- has anyone started any effort on something 
> similar?  If not, any advice/ideas on what else this should include?

It sounds like you're done. :-)

  -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 juchem at uni-mannheim.de  Tue May 28 17:33:10 2002
From: juchem at uni-mannheim.de (Matthias Juchem)
Date: Tue, 28 May 2002 23:33:10 +0200
Subject: [rt-users] RT sends double e-mails
In-Reply-To: <Pine.LNX.4.44.0205281737210.27164-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0205281737210.27164-100000@x22.ripe.net>
Message-ID: <E17Coac-0001Kb-00@gandalf.math.uni-mannheim.de>

On Tuesday, 28. May 2002 17:47, you wrote:
> On Mon, 27 May 2002, Matthias Juchem wrote:
> > On Monday, 27. May 2002 19:45, Bruce Campbell wrote:
> > > Can you list the Scrips that you have active both on the Queue, and any
> > > global Scrips that you may have?
> >
> > Sure.
> >
> > These scrips are the default scrips of version 2.0.13. I have only
> > changed the template for OnCreate-NotifyAdminCcs.
>
> Thats odd.  Possibly you've run into an oddity with invoking the mailer.
> Your next step would be to look at how RT is invoking postfix (config.pm,
> $MailCommand) and trying the other varient (either 'sendmail' or
> 'sendmailpipe'), and ensuring that the $SendmailArguments are correct.

Well, actually it is qmail, as I wrote in my first e-mail :)

Here is the configuration for incoming and outgoing mail:

(/usr/sbin/sendmail is the one that comes with qmail)

outgoing mail configuration variables
========================================
$CorrespondAddress='general at domain.com';
$CommentAddress='general-comment at domain.com';
$MailCommand = 'sendmail';
$SendmailArguments="-oi";
$SendmailPath = "/usr/sbin/sendmail";
$UseFriendlyToLine = 1;
=========================================

This means that mail is sent this way: 
$MIMEObj->send("sendmail", "-oi")

For testing purposes, I have used sendmailpipe with logger as command, so the whole mail went to syslog.
(syslog did _not_ get duplicate mails)

Here's the header of the mail:

>>>  Subject: [domain.com #11] AutoReply: test nummer 2 
>>>  From: "general" <general-correspond at domain.com>
>>>  Reply-To: general-correspond at domain.com
>>>  In-Reply-To: <rt-11 at domain.com>
>>>  Message-ID: <rt-11-37.16.0156184717524 at domain.com>
>>>  Precedence: bulk
>>>  X-RT-Loop-Prevention: domain.com
>>>  RT-Ticket: domain.com #11
>>>  Managed-by: Request Tracker 2.0.13 (http://www.fsck.com/projects/rt/)
>>>  RT-Originator: requestor at req.com
>>>  To: requestor at req.com

Here's what qmail says in such situations:

May 28 23:05:18 host qmail: 1022619918.155583 info msg 88994: bytes 1937 from <rt at domain.com> qp 17908 uid 666
May 28 23:05:18 host qmail: 1022619918.183402 starting delivery 21386: msg 88994 to remote requestor at req.com
May 28 23:05:18 host qmail: 1022619918.183500 status: local 1/10 remote 1/20
May 28 23:05:18 host qmail: 1022619918.183523 starting delivery 21387: msg 88994 to remote requestor at req.com
May 28 23:05:18 host qmail: 1022619918.183543 status: local 1/10 remote 2/20

The message ID 88994 in both deliveries shows that RT send _one_ mail.


You wanna more information? I'll give you :)

Best regards,
 Matthias




From rich+rt at lafferty.ca  Tue May 28 17:27:20 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Tue, 28 May 2002 17:27:20 -0400
Subject: [rt-users] RT sends double e-mails
In-Reply-To: <E17Coac-0001Kb-00@gandalf.math.uni-mannheim.de>; from juchem@uni-mannheim.de on Tue, May 28, 2002 at 11:33:10PM +0200
References: <Pine.LNX.4.44.0205281737210.27164-100000@x22.ripe.net> <E17Coac-0001Kb-00@gandalf.math.uni-mannheim.de>
Message-ID: <20020528172719.B4518@lafferty.ca>

On Tue, May 28, 2002 at 11:33:10PM +0200, Matthias Juchem (juchem at uni-mannheim.de) wrote:
> 
> Here is the configuration for incoming and outgoing mail:
> 
> (/usr/sbin/sendmail is the one that comes with qmail)
> 
> outgoing mail configuration variables
> ========================================
> $CorrespondAddress='general at domain.com';
> $CommentAddress='general-comment at domain.com';
> $MailCommand = 'sendmail';

You want "sendmailpipe" here, not "sendmail". "Sendmail" uses
Mail::Mailer qw(sendmail); it's of questionable reliability, probably
makes Sendmail[tm]-specific assumptions, and is entirely unnecessary.

(Our RT is working fine with qmail, but would not work at *all* with
Mail::Mailer.)

  -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 juchem at uni-mannheim.de  Tue May 28 18:24:42 2002
From: juchem at uni-mannheim.de (Matthias Juchem)
Date: Wed, 29 May 2002 00:24:42 +0200
Subject: [rt-users] RT sends double e-mails
In-Reply-To: <20020528172719.B4518@lafferty.ca>
References: <Pine.LNX.4.44.0205281737210.27164-100000@x22.ripe.net> <E17Coac-0001Kb-00@gandalf.math.uni-mannheim.de> <20020528172719.B4518@lafferty.ca>
Message-ID: <E17CpOW-0001NS-00@gandalf.math.uni-mannheim.de>

On Tuesday, 28. May 2002 23:27, you wrote:
> 
> You want "sendmailpipe" here, not "sendmail". "Sendmail" uses
> Mail::Mailer qw(sendmail); it's of questionable reliability, probably
> makes Sendmail[tm]-specific assumptions, and is entirely unnecessary.
>
> (Our RT is working fine with qmail, but would not work at *all* with
> Mail::Mailer.)

Fine. It is working now. Thank you for your help.

I somehow did not want to change to 'sendmailpipe', maybe because of this 
comment in config.pm:

# We know that 'sendmail' works fairly well.

That sounded good enough for me :)

Regards,
 Matthias



From pdh at snapgear.com  Tue May 28 18:19:09 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 29 May 2002 08:19:09 +1000
Subject: [rt-users] How to fix "Can't do setuid"? Reinstall Perl modules?
In-Reply-To: <20020528154751.A21331@saratoga.lib.ny.us>
References: <20020528102622.A7851@saratoga.lib.ny.us> <Pine.LNX.4.44.0205281727560.27164-100000@x22.ripe.net> <20020528154751.A21331@saratoga.lib.ny.us>
Message-ID: <20020528221909.GB363@luggage>

josh wrote:
> Judging from @INC I've got it right. Is there an easy way to check
> that I have setuid capability? Before I sent this I created a perl
> "hello world" to test. I wrote it as root. It executes fine without
> the suid bit turned on, but fails with the "Can't do setuid" message
> once I make it suid. 

Your suidperl wasn't built with suid capability. This functionality
has to be enabled at compile time (I forget the exact options, but
a search of this list and/or general perl installation resources
should tell you how to do it.)




From pdh at snapgear.com  Tue May 28 18:21:01 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 29 May 2002 08:21:01 +1000
Subject: [rt-users] Problem: How to avoid being too helpful, Discuss.
In-Reply-To: <6yn0ukqbbf.fsf@seph.commerceflow.com>
References: <Pine.LNX.4.44.0205271605400.18408-100000@tiger.gbdirect.co.uk> <6yn0ukqbbf.fsf@seph.commerceflow.com>
Message-ID: <20020528222101.GC363@luggage>

seph wrote:
> >   4 RT notices that the owner of the ticket has changed since Bar wrote
> >     his response, so then does the quarantine cancel/send thing that you
> >     previously suggested.
> 
> step 4 could be greatly simplified by saying either only allowing the
> ticket owner and the requester to correspond on the ticket; or only
> allowing them to correspond without the quarantine period.

It still needs logic to allow anyone to reply if the ticket has no
owner, otherwise you need to "take" the ticket from the web UI first,
which is a pain if you predominantly correspond via email.




From seph at commerceflow.com  Tue May 28 19:02:49 2002
From: seph at commerceflow.com (seph)
Date: 28 May 2002 16:02:49 -0700
Subject: [rt-users] Problem: How to avoid being too helpful, Discuss.
In-Reply-To: Phil Homewood's message of "Wed, 29 May 2002 08:21:01 +1000"
References: <Pine.LNX.4.44.0205271605400.18408-100000@tiger.gbdirect.co.uk> <6yn0ukqbbf.fsf@seph.commerceflow.com> <20020528222101.GC363@luggage>
Message-ID: <6yofezho4m.fsf@seph.commerceflow.com>

I agree. that was implicite in step 2

   1) Foo responds to a ticket.
   2) AutoTake changes the owner of the ticket to Foo.


Phil Homewood <pdh at snapgear.com> writes:

> seph wrote:
> > >   4 RT notices that the owner of the ticket has changed since Bar wrote
> > >     his response, so then does the quarantine cancel/send thing that you
> > >     previously suggested.
> > 
> > step 4 could be greatly simplified by saying either only allowing the
> > ticket owner and the requester to correspond on the ticket; or only
> > allowing them to correspond without the quarantine period.
> 
> It still needs logic to allow anyone to reply if the ticket has no
> owner, otherwise you need to "take" the ticket from the web UI first,
> which is a pain if you predominantly correspond via email.
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From juchem at uni-mannheim.de  Tue May 28 19:51:02 2002
From: juchem at uni-mannheim.de (Matthias Juchem)
Date: Wed, 29 May 2002 01:51:02 +0200
Subject: [rt-users] A little script for using qmail with rt
Message-ID: <E17Cqk5-0001Ru-00@gandalf.math.uni-mannheim.de>

Hi.

I am lazy. I do not want to update an mail alias file when I add a new queue 
to rt.

That is why I have written this little script, i at the end.

I guess it might be quite useful for other people too, so, have fun.

Best regards,
 Matthias



#!/usr/bin/perl

use strict;

#############
#
# qmail2rt v0.2
#
# (c) 2002 by Matthias Juchem <matthias at konfido.net>
#
# May be distributed freely, but I do not take responsibility for damage.
#
# Feedback is welcome.
#
#############
# This script is used for piping mails delivered by qmail to rt-mailgate.
#
# Setup:
# a) one virtual domains for rt with one user ($receiver) who receives all
#    mail for this domain (e.g. all mail for support.acme.com goes to user
#    rt).
# b) ~$receiver/.qmail-default says:
#      | /var/qmail/bin/preline /home/$receiver/qmail2rt.pl
#      (e.g. "| /var/qmail/bin/preline /home/rt/qmail2rt.pl") 
# c) mail address for queues are built like this:
#     $queue-$action at virtualdomain
#   ( e.g. accounting-correspond at support.acme.com )
#    That means that LOCAL will contain rt-accounting-correspond.
# d) In the file $queuelistfile you can list all valid queues. Furthermore,
#    you can decide whether qmail2rt insists on having this file. But if the
#    file is present, qmail2rt will only accept mail for queus listed in this
#    file.
# e) @names contains some mail aliases. Mails to those addresses will be
#    forwarded to $rtowner. (e.g. if @names contains 'postmaster', mail
#    to postmaster at support.acme.com is forwarded to $rtowner.)
############

# Configuration variables - Change these for your site if necessary.

# mail address of the rt admin (do quote the "@"!)
my $rtowner       = "rtowner\@gigashells.net";

# full path to the queue list file
my $queuelistfile = "/home/rt/queuelist";

# set to 1 if $queuelistfile is mandatory, 0 if it optional
my $qlfmandatory  = 1;

# full path to the rt-mailgate programme
my $mailgate      = "/usr/local/lib/rt2/bin/rt-mailgate";

# full path to qmail-inject
my $qmailinject   = "/var/qmail/bin/qmail-inject";

# $receiver is the local user that receives all mail for our rt-subdomain.
my $receiver      = "rt";

# @names contains an array of mail aliases that should go to $rtowner 
# directly
my @names         = ( "root", "postmaster", "mailer-daemon",
                      "rtowner", "owner", "admin", "hostmaster" );

# set to 1 qmail2rt should not send any hard errors, 0 else
my $noharderrors  = 0;

# set to 1 if user and group IDs should be sent with bounces. might be
# a problem wrt to security, but is useful while installing rt
my $sendugids     = 0;

###################################################################
# nothing should be changes below, i guess
###################################################################

my $debug = 0; # internal use
my $qrtversion = "0.2";

sub bounce($$); # forward declaration of bounce(), useful for sending errors
sub hbounce($); # wrapper for bounce() for hard errors
sub sbounce($); # wrapper for bounce() for soft errors
sub debug($);   # internal use

if(! defined($ENV{"LOCAL"}) ) {
    # qmail sets the LOCAL environment variable to the left-hand part of the
    # final email address that receives the mail
    hbounce("LOCAL not set.");
}

my $local = lc($ENV{"LOCAL"});
$local =~ s/^$receiver-(.*)$/$1/; # strip the rt- at the beginning

debug "local is set to $local now";

# check if the mail went to one of the alias mentioned in @names
foreach my $name (@names) {
    if( $name eq $local ) {
	if( system( $qmailinject, $rtowner) != 0 ) {
	    hbounce("Unable to execute qmail-inject. ($?)");
	}
	exit 0;
    }
}

my $action=undef;
my $queue=$local;

# determine what to do with the mail
if( $local =~ m/^\w+-correspond$/ ) {
    $action = "correspond";
    $queue =~ s/^(\w+)-correspond$/$1/;
} elsif( $local =~ m/^\w+-comment$/ ) {
    $action = "comment";
    $queue =~ s/^(\w+)-comment$/$1/;
} elsif ( $local =~ m/^\w+$/ ) {
    # correspond is our default action
    $action = "correspond";
} else {
    $queue =~ s/^(\w+)-\w+$/$1/;
}

# check $queuelistfile for $queue
my $found = 0;
if(open QLIST, "<$queuelistfile") {
    foreach my $entry (<QLIST>) {
	chomp $entry;
	if($entry eq $queue) {
	    $found=1;
	    last;
	}
    }
    close QLIST;
} else {
    # if we do not bounce here then rt will complain if the queue is not 
    # known
    sbounce("Unable to open queue list file.") if($qlfmandatory);
    $found=1;
}

if($found==1){
    if(defined($action)) {
	if( system( $mailgate, '--queue', $queue, '--action', $action) !=0) {
	    hbounce("Unable to execute rt-mailgate. ($?)");
	}
	exit 0;
    } else {
	sbounce("No suitable action found.");
    }
} else {
    sbounce("Queue $queue not known.");
}

############## subroutines ##################################################

sub bounce($$) { # parameters: return code for qmail-send, short bounce msg.
    my $error = shift;
    my $text  = shift;
    
    # REUG stands for: Real Effective User Groups:
    # [REUG: real user, effective user, real groups, effective groups]
    # LAQ: similar ($local, $action and $queue)

    $action="" unless defined($action);
    $queue="" unless defined($queue);
    $local="" unless defined($local);

    my $message = "\nqmail2rt $qrtversion has detected the following ".
	"error:\n\n$text\n\n".
	"Please notify $rtowner if this problem persists. The line(s) ".
	"lines below will help him to fix the problem.\n\n".
	"[LAQ: \'$local\', \'$action\', \'$queue\']\n";
    if($sendugids) {
	$message = $message."[REUG: $<,$>,$(,$)]\n\n";
    } else {
	$message = $message."\n";
    }
    
    print STDERR $message;
    exit $error;
}

sub hbounce($) { # parameter: short bounce message
    if($noharderrors) {
	sbounce(shift);
    } else {
	bounce(100, shift);
    }
}

sub sbounce($) { # parameter: short bounce message
    bounce(111, shift);
}

sub debug($) { # parameter: debug message
    return unless $debug;
    my $text = shift;
    
    print STDERR "DEBUG: ", $text,"\n";
}



From rstark at silcon.silcon.com  Tue May 28 22:02:39 2002
From: rstark at silcon.silcon.com (Ryan Stark)
Date: Tue, 28 May 2002 19:02:39 -0700 (PDT)
Subject: [rt-users] Execute Arbitrary Perl Script on resolve
Message-ID: <Pine.LNX.4.05.10205281901001.16550-100000@silcon.silcon.com>

Hi all, 
I was wondering what the best way to execute an arbitrary perl
script on resolution of ticket is.

That is all,
Ryan




From wash at wananchi.biz  Wed May 29 04:12:30 2002
From: wash at wananchi.biz (Odhiambo Washington)
Date: Wed, 29 May 2002 11:12:30 +0300
Subject: [rt-users] RT sends out CCs - Pls help!
Message-ID: <20020529081230.GC21540@ns2.wananchi.com>

Hello RT gurus,

This is an emergency on my part!

I've observed that when someone sends mail which has other addresses in
the CC field, rt sends out a response, retaining the Cc headers in place.

I see this as being dangerous suppose the Cc are invalid. I had this
problem yesterday where someone sent out an e-mail to hundreds of e-mail
addresses. rt responded to this 'requestor' but also sent out mail to
those addresses listed in Cc. Many of those addresses were invalid and
responses started coming into rt with the ticket number in the subject
line.

The rest, you can imagine - I've had to find a way to deal with this
but I am lost!!


Thanks for all clues.



        cheers
       - wash 
----------------------------------+-----------------------------------------
 Odhiambo Washington, wash at wananchi.com	. WANANCHI ONLINE LTD (Nairobi, KE)
 http://ns2.wananchi.com/~wash/		. 1ere Etage, Loita Hse, Loita St.,
 GSM: (254) 722 743 223			. # 10286, 00100 NAIROBI
----------------------------------+-----------------------------------------
"Oh My God! They killed init! You Bastards!"  
						 --from a /. post

++
``That Ariel Sharon. Boy, he sure is controversial.
  Most Western countries would have to have a military coup
  before they enjoyed a leader of that caliber.'' (Sydney Webb)



From hwagener at hamburg.fcb.com  Wed May 29 04:46:27 2002
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Wed, 29 May 2002 10:46:27 +0200
Subject: [rt-users] (no subject)
References: <OF34DACACF.2BCE8BAA-ON85256BC7.00569F6F@ny.cyberdialogue.com>
Message-ID: <3CF49563.AEF85AAE@hamburg.fcb.com>

Manfred Elezovski wrote:
> 
> Linux 2.4.8-26mdk
> perl5 revision 5.0 version 6 subversion 1
> apache 1.3.23
> 
> I need help in figuring out how to create tickets via e-mail.  My main
> email server is running Lotus Notes Domino, and it is external to RT.  Has
> anyone got an idea for this type of configuration.  Thank You
> 
> Munchy

You save Yourself alot of trouble by installing a mailserver on the RT box,
and forwarding email from the external server to the RT one. As well, just
configure the RT mail server to be a smarthost for the external one. This
keeps both systems as separated as possible.

Regards,
	Harald

-- 
Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com



From gorazd.bozic at arnes.si  Wed May 29 04:46:49 2002
From: gorazd.bozic at arnes.si (Gorazd Bozic)
Date: Wed, 29 May 2002 10:46:49 +0200
Subject: [rt-users] Forwarding to 3rd party 
In-Reply-To: Your message of "Tue, 14 May 2002 07:59:42 BST."
             <20020514065942.GA21009@netthink.co.uk> 
Message-ID: <20020529084649.CB30C42B1E@rzenik.arnes.si>

Simon, thanks for providing this patch! However, if I use a template
with {$Transaction->Content}, only the text/plain part of the message
is forwarded (without the attachments). Is it possible to forward
the whole mail, including all the attachments?

TIA,
Gorazd




From naoy at levillage.org  Wed May 29 11:48:51 2002
From: naoy at levillage.org (naoy at levillage.org)
Date: Wed, 29 May 2002 11:48:51 fr
Subject: [rt-users] Problem: How to avoid being too helpful, Discuss.
Message-ID: <3cf4a403.7332.0@meloo.com>


>>It still needs logic to allow anyone to reply if the ticket has no
owner, otherwise you need to "take" the ticket from the web UI first,which
is a pain if you predominantly correspond via email.

you could use the enhanced mail gate which is in contrib
it allow you to use commands via e mail
_______________________________________________________

computers are not intelligent. they only think they are

---
Ce mel a ?t? envoy? avec Meloo http://www.meloo.com




From sfeher at bluesystem.hu  Wed May 29 06:14:23 2002
From: sfeher at bluesystem.hu (Sandor Feher)
Date: Wed, 29 May 2002 11:14:23 +0100
Subject: [rt-users] phone number again
Message-ID: <3CF4A9FF.6040406@bluesystem.hu>

Hi folks,

I was hunting a solution for the $subj. in the last couple of hours with 
not much success. I need a very simple additional functionality. I'm 
wondering if anybody hacked the phone number handling  into the RT2. I 
think about only to store the phone numbers and displaying them on the 
ticket display page. That's all.

tia and bye.,Sanya




From francisv at dagupan.com  Wed May 29 05:27:59 2002
From: francisv at dagupan.com (francisv at dagupan.com)
Date: Wed, 29 May 2002 17:27:59 +0800
Subject: [rt-users] Using RT in help desk mode
Message-ID: <10F29E27A956D511B0940050DA8D86A985C27C@mailserver.dagupan.com>

Hi,

I was thinking of using RT for our phone-in customer support. How would a
typical RT installation be for this kind of scenario?

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




From atossava at cc.helsinki.fi  Wed May 29 05:56:52 2002
From: atossava at cc.helsinki.fi (Atro Tossavainen)
Date: Wed, 29 May 2002 12:56:52 +0300 (EEST)
Subject: [rt-users] Unlinking tickets
Message-ID: <200205290956.g4T9uqD21701@kruuna.Helsinki.FI>

Hello,

I managed to link two unrelated tickets and would like to unlink them,
but haven't found anything in the web ui that would allow this to be
done.  Is there a way or do I just have to live with it?

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

File attachments NOT welcome unless agreed to beforehand.



From rt at netthink.co.uk  Wed May 29 05:59:15 2002
From: rt at netthink.co.uk (Simon Cozens)
Date: Wed, 29 May 2002 10:59:15 +0100
Subject: [rt-users] Using RT in help desk mode
In-Reply-To: <10F29E27A956D511B0940050DA8D86A985C27C@mailserver.dagupan.com>
References: <10F29E27A956D511B0940050DA8D86A985C27C@mailserver.dagupan.com>
Message-ID: <20020529095915.GA10080@netthink.co.uk>

francisv at dagupan.com:
> I was thinking of using RT for our phone-in customer support. How would a
> typical RT installation be for this kind of scenario?

Great. We use it for this, and it's working fine so far without too
much customization. But then, we can be reasonably strict about getting
a user's University card number and entering that into the system, so
it's easy enough for us to provide an email address for the users. There's
no reason, of course, why RT shouldn't work just fine with just the users'
names instead of email addresses, so long as i) you can uniquely identify the
user, and ii) you don't try setting up scrips which will attempt to send them
email... 

One thing we're considering doing is adding a dummy "Unknown" user and a
checkbox on the "New ticket" page so that if someone rings up with a really
quick query which we still want to log, and we don't get their name or
barcode, helpdesk staff can click "unknown" and it allocates it to the dummy
user. 

Feel free to mail me (or the list, of course) if you have any more questions
about how we run RT or its suitability as a phone-in helpdesk utility.


-- 
So what if I have a fertile brain?  Fertilizer happens.
             -- Larry Wall in <200002121919.LAA27974 at kiev.wall.org>



From smylers at gbdirect.co.uk  Wed May 29 07:08:55 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Wed, 29 May 2002 12:08:55 +0100 (BST)
Subject: [rt-users] phone number again
In-Reply-To: <3CF4A9FF.6040406@bluesystem.hu>
Message-ID: <Pine.LNX.4.44.0205291207140.17204-100000@tiger.gbdirect.co.uk>

Sandor Feher wrote:

> I'm wondering if anybody hacked the phone number handling  into the
> RT2. I think about only to store the phone numbers and displaying them
> on the ticket display page. That's all.

I haven't got round to it yet, but it's on my todo list.  Comments about
the requestor are already displayed, so it should take very little
hacking to put the phone number in there as well.  The file you want is:

  WebRT/html/Ticket/Elements/ShowRequestor

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




From smylers at gbdirect.co.uk  Wed May 29 07:11:14 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Wed, 29 May 2002 12:11:14 +0100 (BST)
Subject: [rt-users] Unlinking tickets
In-Reply-To: <200205290956.g4T9uqD21701@kruuna.Helsinki.FI>
Message-ID: <Pine.LNX.4.44.0205291210180.17204-100000@tiger.gbdirect.co.uk>

Atro Tossavainen wrote:

> I managed to link two unrelated tickets and would like to unlink them,
> but haven't found anything in the web ui that would allow this to be
> done.  Is there a way or do I just have to live with it?

If you've merged them, then you have to live with it.

If you've got one referring to the other, then the 'Relationships' page
has a checkbox you can use to remove the link.

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




From John.C.Hayward at wheaton.edu  Wed May 29 09:03:13 2002
From: John.C.Hayward at wheaton.edu (John Hayward)
Date: Wed, 29 May 2002 08:03:13 -0500 (CDT)
Subject: [rt-users] Non privilaged users seeing queues
Message-ID: <Pine.NEB.4.44.0205290741400.18898-100000@csserver2.wheaton.edu>

Dear rt-users,

In our situation (ResNet and Employees at a College) allowing clients to
see the workload of the support staff is useful in that patience during
the start of the semester when we typically get overloaded makes life
easier for all involved.

It appears that if everyone has permission to show a queue but a user does
not have "Let this user be granted rights" checked that the interface they
see only allows them to see there own requests unless they know the ticket
number of a request in which case they can enter that number and see the
ticket.

Is there a way to configure things so that everyone could see a form
between the privileged user form sees with configuration etc and what
the non privileged user sees - ie to the queues which are viewable by
everyone in the Find new/open tickets summary (which gives the users the
summary of how many tickets are in process) as well as the ability to
see the tickets in the queues which are viewable?

johnh...




From rich+rt at lafferty.ca  Wed May 29 09:25:17 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Wed, 29 May 2002 09:25:17 -0400
Subject: [rt-users] Using RT in help desk mode
In-Reply-To: <10F29E27A956D511B0940050DA8D86A985C27C@mailserver.dagupan.com>; from francisv@dagupan.com on Wed, May 29, 2002 at 05:27:59PM +0800
References: <10F29E27A956D511B0940050DA8D86A985C27C@mailserver.dagupan.com>
Message-ID: <20020529092517.D4518@lafferty.ca>

On Wed, May 29, 2002 at 05:27:59PM +0800, francisv at dagupan.com (francisv at dagupan.com) wrote:
> Hi,
> 
> I was thinking of using RT for our phone-in customer support. How would a
> typical RT installation be for this kind of scenario?

We found that the sticking point was creating new users; RT is
sort of expecting that users already exist, and that you'll just refer
to them as requestor when you create a new ticket.

I've modified our local copy to add a new button, "New voice call", in
the tabs section. That takes a user to Configuration->Users, lets them
create/modify/find the requestor, and then a new button in that panel
takes them to the create-ticket screen with Requestor prefilled.

It's a messy hack, but if you want it, lemme know.

  -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 Kendric.Beachey at garmin.com  Wed May 29 09:48:17 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Wed, 29 May 2002 08:48:17 -0500
Subject: [rt-users] Setting password on creation of account
Message-ID: <3C167C6F2DAAA54B89DABE60D2461FFA533755@dallas.garmin.com>

> From: Ole Schelde [mailto:ole.schelde at a-aarhus.dk]
> 
> Where do I have to change the code to automatically set a 
> users password
> when the system creates theire account?

I think there are several ways to do it.  One is to edit your copy of
/path/to/rt/lib/RT/Interface/Email.pm and find the lines where it's
autocreating a user because it's received e-mail from someone it doesn't
recognize.  (Just do a search on "Autocreated" and you'll get there.)

Find the call to NewUser->Create() and add a piece that's something like

Password => ($Username || $Address),

in the middle of the parameter area.  In this example, it will use the
username as the password, or, if the username doesn't seem to be defined, it
will use the e-mail address as the password.
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From michael.k.brown at alcatel.com  Wed May 29 10:01:13 2002
From: michael.k.brown at alcatel.com (Michael K. Brown)
Date: 29 May 2002 10:01:13 -0400
Subject: [rt-users] Where should the autohandler live?
Message-ID: <00bc01c20719$4ae51860$9d37788a@ca.newbridge.com>

Hi All!

I'm wondering where the autohandler should live.  I've got mine modified for
LDAP authentication, and I'm trying to clean up my modifications so I can
import everything into CVS to manage customizations and RT upgrades.
Currently, my autohandler is in

 /usr/local/rt2/WebRT/html  Is it safe to move that to
/usr/local/rt2/local/WebRT/html ?

RT is running beautifully, and I'm trying to avoid breaking it!

Thanks!

Mike

Michael K. Brown
Lab Technician
ATM Engineering Services - Lab Services
Tel: (613) 784-4354
michael.k.brown at alcatel.com




From khera at kcilink.com  Wed May 29 10:09:50 2002
From: khera at kcilink.com (Vivek Khera)
Date: Wed, 29 May 2002 10:09:50 -0400
Subject: [rt-users] RT sends double e-mails
In-Reply-To: <20020528172719.B4518@lafferty.ca>
References: <Pine.LNX.4.44.0205281737210.27164-100000@x22.ripe.net>
	<E17Coac-0001Kb-00@gandalf.math.uni-mannheim.de>
	<20020528172719.B4518@lafferty.ca>
Message-ID: <15604.57646.886376.472192@onceler.kciLink.com>

>>>>> "RL" == Rich Lafferty <rich+rt at lafferty.ca> writes:

RL> (Our RT is working fine with qmail, but would not work at *all* with
RL> Mail::Mailer.)

Even with $MailCommand='qmail'?





From mrz at intelenet.net  Wed May 29 10:10:39 2002
From: mrz at intelenet.net (matthew zeier)
Date: Wed, 29 May 2002 07:10:39 -0700
Subject: [rt-users] AutoTake - where?
Message-ID: <00e801c2071a$9d9188e0$0b16160a@Desktop>

I recall some talk about an AutoTake action but can't locate it in the
contrib directory.  Can someone point me at it?


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




From juchem at uni-mannheim.de  Wed May 29 10:34:33 2002
From: juchem at uni-mannheim.de (Matthias Juchem)
Date: Wed, 29 May 2002 16:34:33 +0200
Subject: [rt-users] RT sends double e-mails
In-Reply-To: <15604.57646.886376.472192@onceler.kciLink.com>
References: <Pine.LNX.4.44.0205281737210.27164-100000@x22.ripe.net> <20020528172719.B4518@lafferty.ca> <15604.57646.886376.472192@onceler.kciLink.com>
Message-ID: <E17D4X5-0002AN-00@gandalf.math.uni-mannheim.de>

On Wednesday, 29. May 2002 16:09, you wrote:
> >>>>> "RL" == Rich Lafferty <rich+rt at lafferty.ca> writes:
>
> RL> (Our RT is working fine with qmail, but would not work at *all* with
> RL> Mail::Mailer.)
>
> Even with $MailCommand='qmail'?

Do you mean 'qmail-inject'? I haven't tried it, have you?
Anyway, sendmailpipe works fine for me with qmail.

 Matthias



From jim.toga at edial.com  Wed May 29 10:30:38 2002
From: jim.toga at edial.com (Jim Toga)
Date: Wed, 29 May 2002 10:30:38 -0400
Subject: [rt-users] newbie hacking question...
Message-ID: <5.1.0.14.2.20020529102621.016992d8@mail.edial.com>

Fairly naive, but trying to make some minor changes in my (happily) working 
RT system (2.0.13 - using postgress/Linux)

Where is the $session stuff set up?  I'm trying to play with some of the 
defaults that are set in any new sessions that are created during web 
interactions - does this live somewhere (hidden) in RT or an outside 
module.  The variables obviously map mostly into real RT values but are 
there others I should be able to get to also?

Any pointers appreciated.

jimt.




From rich+rt at lafferty.ca  Wed May 29 10:44:50 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Wed, 29 May 2002 10:44:50 -0400
Subject: [rt-users] RT sends double e-mails
In-Reply-To: <E17D4X5-0002AN-00@gandalf.math.uni-mannheim.de>; from juchem@uni-mannheim.de on Wed, May 29, 2002 at 04:34:33PM +0200
References: <Pine.LNX.4.44.0205281737210.27164-100000@x22.ripe.net> <20020528172719.B4518@lafferty.ca> <15604.57646.886376.472192@onceler.kciLink.com> <E17D4X5-0002AN-00@gandalf.math.uni-mannheim.de>
Message-ID: <20020529104450.E4518@lafferty.ca>

On Wed, May 29, 2002 at 04:34:33PM +0200, Matthias Juchem (juchem at uni-mannheim.de) wrote:
> On Wednesday, 29. May 2002 16:09, you wrote:
> > >>>>> "RL" == Rich Lafferty <rich+rt at lafferty.ca> writes:
> >
> > RL> (Our RT is working fine with qmail, but would not work at *all* with
> > RL> Mail::Mailer.)
> >
> > Even with $MailCommand='qmail'?
> 
> Do you mean 'qmail-inject'? I haven't tried it, have you?

That's not what that *is*. $MailCommand is either "sendmailpipe" or
an argument for Mail::Mailer.

  -Rich

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



From khera at kcilink.com  Wed May 29 10:55:43 2002
From: khera at kcilink.com (Vivek Khera)
Date: Wed, 29 May 2002 10:55:43 -0400
Subject: [rt-users] RT sends double e-mails
In-Reply-To: <E17D4X5-0002AN-00@gandalf.math.uni-mannheim.de>
References: <Pine.LNX.4.44.0205281737210.27164-100000@x22.ripe.net>
	<20020528172719.B4518@lafferty.ca>
	<15604.57646.886376.472192@onceler.kciLink.com>
	<E17D4X5-0002AN-00@gandalf.math.uni-mannheim.de>
Message-ID: <15604.60399.527329.167866@onceler.kciLink.com>

>>>>> "MJ" == Matthias Juchem <juchem at uni-mannheim.de> writes:

MJ> On Wednesday, 29. May 2002 16:09, you wrote:
>> >>>>> "RL" == Rich Lafferty <rich+rt at lafferty.ca> writes:
>> 
RL> (Our RT is working fine with qmail, but would not work at *all* with
RL> Mail::Mailer.)
>> 
>> Even with $MailCommand='qmail'?

MJ> Do you mean 'qmail-inject'? I haven't tried it, have you?
MJ> Anyway, sendmailpipe works fine for me with qmail.

No. $MailCommand sets the type of mailer used by Mail::Mailer, not the
program name.  The special case is sendmailpipe which causes RT to use
the sendmail program directly, rather than via the Mail::Mailer
module.  That is, sendmialpipe and sendmail *should* be identical in
functionality.

Read the Mail::Mailer man page to see what other values you can set.



From davidchu at aol.net  Wed May 29 11:33:19 2002
From: davidchu at aol.net (David Chu)
Date: Wed, 29 May 2002 11:33:19 -0400
Subject: [rt-users] AutoTake - where?
Message-ID: <009401c20726$29072140$8918000a@PCSN716606>

I converted it from MIME format from the archives.  I have attached it in
this email.  They work pretty well, although I have the following problems:

1. I have setup: OnCreate AutoTake with template Blank.  It works great with
tickets created through the web interace.  However, this event does not seem
to work on events created from emailed tickets

2. What is the smart way to debug, esp when working with scrips?  I thought
of writing debug text to the description field of a ticket but this sure
seems roundabout.  Any suggetsions welcome.

-david

-----------------------------------
David C. Chu
Network Tools Intern
America Online
-----------------------------------
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From bruce_campbell at ripe.net  Wed May 29 11:52:55 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 29 May 2002 17:52:55 +0200 (CEST)
Subject: [rt-users] AutoTake - where?
In-Reply-To: <009401c20726$29072140$8918000a@PCSN716606>
Message-ID: <Pine.LNX.4.44.0205291748460.27164-100000@x22.ripe.net>

On Wed, 29 May 2002, David Chu wrote:

> I converted it from MIME format from the archives.  I have attached it in
> this email.  They work pretty well, although I have the following problems:

Aiieeee, the version from the archives mentions 'AutoAssign', not
'AutoTake' - be sure to change everything first.  ( my error when
initially posting).

Some of my RT stuff is available from http://www.amsterdamned.org/~bc/rt/
if your mailer cannot grok the archives.

To quickly answer your questions (I'm about to be absent for a few weeks,
so apologies for being rushed):

> 1. I have setup: OnCreate AutoTake with template Blank.  It works great with
> tickets created through the web interace.  However, this event does not seem
> to work on events created from emailed tickets

Your Privileged Users have no email address associated with them; RT will
have autocreated additional users for them based on email address.

> 2. What is the smart way to debug, esp when working with scrips?  I thought
> of writing debug text to the description field of a ticket but this sure
> seems roundabout.  Any suggetsions welcome.

Grep for RT::Logger throughout the RT code, and find the logging mentions
in config.pm

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




From rich+rt at lafferty.ca  Wed May 29 11:59:41 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Wed, 29 May 2002 11:59:41 -0400
Subject: [rt-users] RT sends double e-mails
In-Reply-To: <15604.60399.527329.167866@onceler.kciLink.com>; from khera@kcilink.com on Wed, May 29, 2002 at 10:55:43AM -0400
References: <Pine.LNX.4.44.0205281737210.27164-100000@x22.ripe.net> <20020528172719.B4518@lafferty.ca> <15604.57646.886376.472192@onceler.kciLink.com> <E17D4X5-0002AN-00@gandalf.math.uni-mannheim.de> <15604.60399.527329.167866@onceler.kciLink.com>
Message-ID: <20020529115940.F4518@lafferty.ca>

On Wed, May 29, 2002 at 10:55:43AM -0400, Vivek Khera (khera at kcilink.com) wrote:
> 
> No. $MailCommand sets the type of mailer used by Mail::Mailer, not the
> program name.  The special case is sendmailpipe which causes RT to use
> the sendmail program directly, rather than via the Mail::Mailer
> module.

(Yep.)

>  That is, sendmialpipe and sendmail *should* be identical in
> functionality.

Only if you explicitly make it so. Mail::Mailer qw(sendmail) will try
/usr/lib/sendmail, then /usr/sbin/sendmail, then /usr/ucblib/sendmail
(help! flashbacks!), and will always call it with the "right"
arguments, for its own idea of "right" (which should be correct with
things that implement the sendmail API accurately.)

But the point of sendmailpipe is to let you specify the location of
the program to run and the arguments it is called with, so that you
don't *have* to use Mail::Mailer's guess. In other words,
sendmailpipe's purpose is to *not* be identical in functionality. :-)


  -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 davidchu at aol.net  Wed May 29 12:15:09 2002
From: davidchu at aol.net (David Chu)
Date: Wed, 29 May 2002 12:15:09 -0400
Subject: [rt-users] AutoTake - where?
References: <Pine.LNX.4.44.0205291748460.27164-100000@x22.ripe.net>
Message-ID: <00cc01c2072c$018abc20$8918000a@PCSN716606>

>
> To quickly answer your questions (I'm about to be absent for a few weeks,
> so apologies for being rushed):
>
> > 1. I have setup: OnCreate AutoTake with template Blank.  It works great
with
> > tickets created through the web interace.  However, this event does not
seem
> > to work on events created from emailed tickets
>
> Your Privileged Users have no email address associated with them; RT will
> have autocreated additional users for them based on email address.
>

Thanks for the help Bruce.  For testing purposes, I have the sender of the
email as a SuperUser.  This still does not seem to automatically make them
the owner of the ticket the requestor when done via email.  I realize you
are rushed Bruce, so could someone else knowledgable about RT maybe help
clarify?  Thanks!

-david

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




From bruce_campbell at ripe.net  Wed May 29 12:29:05 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 29 May 2002 18:29:05 +0200 (CEST)
Subject: [rt-users] AutoTake - where?
In-Reply-To: <00cc01c2072c$018abc20$8918000a@PCSN716606>
Message-ID: <Pine.LNX.4.44.0205291825240.27164-100000@x22.ripe.net>

On Wed, 29 May 2002, David Chu wrote:

> > Your Privileged Users have no email address associated with them; RT will
> > have autocreated additional users for them based on email address.
>
> Thanks for the help Bruce.  For testing purposes, I have the sender of the
> email as a SuperUser.  This still does not seem to automatically make them
> the owner of the ticket the requestor when done via email.  I realize you
> are rushed Bruce, so could someone else knowledgable about RT maybe help
> clarify?  Thanks!

AutoTake makes sure that the User can own tickets in the current queue. If
they're not able to OwnTickets (see User Rights in Configuration) in that
queue, AutoTake won't assign tickets to them.  Merely being SuperUser
won't cut it (my code expects more than a fancy coloured pair of
underpants to be impressed ;) ).

Have a look through the AutoTake code for what is expected.

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




From johnson at nmr.mgh.harvard.edu  Wed May 29 13:04:24 2002
From: johnson at nmr.mgh.harvard.edu (Chris Johnson)
Date: Wed, 29 May 2002 13:04:24 -0400 (EDT)
Subject: [rt-users] ticket reassinging, 3rd party.
Message-ID: <Pine.LNX.4.44.0205291256250.2016-100000@maequeses.nmr.mgh.harvard.edu>

     Hi all,

     New to RT (2.0..13) and this list.

     This may have been previously answered or I may have missed
something somewhere (I hope).  

     Can tickets be reassigned by a 3rd party?

     This comes up when ticket owners get sick, take vacation, or
leave.  I can't find a way to do this.  It seems and obvious flaw if
it can't be done.  I hate to compare anything to REMEDY (YUCK) but
REMEDY does allow this.  And it makes sense to be able to do it.  

     Thanks much.

-------------------------------------------------------------------------------
Chris Johnson               |Internet: johnson at nmr.mgh.harvard.edu
Systems Administrator       |Web:      http://www.nmr.mgh.harvard.edu/~johnson
NMR Center                  |Voice:    617.726.0949
Mass. General Hospital      |FAX:      617.726.7422
149 (2301) 13th Street      |Life n, something from which nobody escapes
Charlestown, MA., 02129 USA |alive.  Me
-------------------------------------------------------------------------------




From KFerguso at chi.navtech.com  Wed May 29 13:31:37 2002
From: KFerguso at chi.navtech.com (Ferguson, Kevin)
Date: Wed, 29 May 2002 12:31:37 -0500
Subject: [rt-users] ticket reassinging, 3rd party.
Message-ID: <91468650040FD411A51100104B63E23102E28187@postman.chi.navtech.com>

Any privileged user can reassign a ticket.  Just display the
ticket, click on the "People" and change the owner.

-k


> -----Original Message-----
> From: Chris Johnson [mailto:johnson at nmr.mgh.harvard.edu]
> Sent: Wednesday, May 29, 2002 12:04 PM
> To: rt-users at lists.fsck.com
> Cc: Chris Johnson
> Subject: [rt-users] ticket reassinging, 3rd party.
> 
> 
>      Hi all,
> 
>      New to RT (2.0..13) and this list.
> 
>      This may have been previously answered or I may have missed
> something somewhere (I hope).  
> 
>      Can tickets be reassigned by a 3rd party?
> 
>      This comes up when ticket owners get sick, take vacation, or
> leave.  I can't find a way to do this.  It seems and obvious flaw if
> it can't be done.  I hate to compare anything to REMEDY (YUCK) but
> REMEDY does allow this.  And it makes sense to be able to do it.  
> 
>      Thanks much.
> 
> --------------------------------------------------------------
> -----------------
> Chris Johnson               |Internet: johnson at nmr.mgh.harvard.edu
> Systems Administrator       |Web:      
http://www.nmr.mgh.harvard.edu/~johnson
NMR Center                  |Voice:    617.726.0949
Mass. General Hospital      |FAX:      617.726.7422
149 (2301) 13th Street      |Life n, something from which nobody escapes
Charlestown, MA., 02129 USA |alive.  Me
----------------------------------------------------------------------------
---


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



From johnson at nmr.mgh.harvard.edu  Wed May 29 14:11:12 2002
From: johnson at nmr.mgh.harvard.edu (Chris Johnson)
Date: Wed, 29 May 2002 14:11:12 -0400 (EDT)
Subject: [rt-users] ticket reassinging, 3rd party.
In-Reply-To: <91468650040FD411A51100104B63E23102E28187@postman.chi.navtech.com>
Message-ID: <Pine.LNX.4.44.0205291408510.2016-100000@maequeses.nmr.mgh.harvard.edu>

On Wed, 29 May 2002, Ferguson, Kevin wrote:

> 
> Any privileged user can reassign a ticket.  Just display the
> ticket, click on the "People" and change the owner.
> 
> -k
> 
> 

     I was able, as the ticket owner, to do this.  But as a 3rdf party
it claimed I could only do it as the owner or if nobody owned the
ticket.  What privilege(s) do you need?

-------------------------------------------------------------------------------
Chris Johnson               |Internet: johnson at nmr.mgh.harvard.edu
Systems Administrator       |Web:      http://www.nmr.mgh.harvard.edu/~johnson
NMR Center                  |Voice:    617.726.0949
Mass. General Hospital      |FAX:      617.726.7422
149 (2301) 13th Street      |Life stinks.  If you're very lucky, sometimes
Charlestown, MA., 02129 USA |it stinks a little less.  Me
-------------------------------------------------------------------------------




From seph at commerceflow.com  Wed May 29 14:21:15 2002
From: seph at commerceflow.com (seph)
Date: 29 May 2002 11:21:15 -0700
Subject: [rt-users] RT sends out CCs - Pls help!
In-Reply-To: Odhiambo Washington's message of "Wed, 29 May 2002 11:12:30 +0300"
References: <20020529081230.GC21540@ns2.wananchi.com>
Message-ID: <6ysn4ag6hw.fsf@seph.commerceflow.com>

> This is an emergency on my part!
> 
> I've observed that when someone sends mail which has other addresses in
> the CC field, rt sends out a response, retaining the Cc headers in place.

Well, I'd guess that you have $ParseNewMessageForTicketCcs set in your
config file, and your scrips are set to mail the watchers. The comment
from the config file:

  # 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.

seph



From KFerguso at chi.navtech.com  Wed May 29 15:05:10 2002
From: KFerguso at chi.navtech.com (Ferguson, Kevin)
Date: Wed, 29 May 2002 14:05:10 -0500
Subject: [rt-users] ticket reassinging, 3rd party.
Message-ID: <91468650040FD411A51100104B63E23102E28188@postman.chi.navtech.com>


Aarrgh. temporary brain freeze... sorry about that.

You can assume the ownership of a previously owned ticket by
displaying the ticket and clicking on "Steal" in the upper
right-hand corner under "GoTo".  

-k


> -----Original Message-----
> From: Chris Johnson [mailto:johnson at nmr.mgh.harvard.edu]
> Sent: Wednesday, May 29, 2002 1:11 PM
> To: Ferguson, Kevin
> Cc: rt-users at lists.fsck.com; Chris Johnson
> Subject: RE: [rt-users] ticket reassinging, 3rd party.
> 
> 
> On Wed, 29 May 2002, Ferguson, Kevin wrote:
> 
> > 
> > Any privileged user can reassign a ticket.  Just display the
> > ticket, click on the "People" and change the owner.
> > 
> > -k
> > 
> > 
> 
>      I was able, as the ticket owner, to do this.  But as a 3rdf party
> it claimed I could only do it as the owner or if nobody owned the
> ticket.  What privilege(s) do you need?
> 
> --------------------------------------------------------------
> -----------------
> Chris Johnson               |Internet: johnson at nmr.mgh.harvard.edu
> Systems Administrator       |Web:      
http://www.nmr.mgh.harvard.edu/~johnson
NMR Center                  |Voice:    617.726.0949
Mass. General Hospital      |FAX:      617.726.7422
149 (2301) 13th Street      |Life stinks.  If you're very lucky, sometimes
Charlestown, MA., 02129 USA |it stinks a little less.  Me
----------------------------------------------------------------------------
---



From KFerguso at chi.navtech.com  Wed May 29 15:10:37 2002
From: KFerguso at chi.navtech.com (Ferguson, Kevin)
Date: Wed, 29 May 2002 14:10:37 -0500
Subject: [rt-users] another Cc question
Message-ID: <91468650040FD411A51100104B63E23102E28189@postman.chi.navtech.com>

If $ParseNewMessageForTicketCcs is set true and a message comes in 
with a Cc of a non-RT user, will a new RT user be created for the Cc name?

ttfn,
kevin



From davidchu at aol.net  Wed May 29 15:32:23 2002
From: davidchu at aol.net (David Chu)
Date: Wed, 29 May 2002 15:32:23 -0400
Subject: [rt-users] include path for email tickets vs. web tickets
Message-ID: <010901c20747$8f2a4620$8918000a@PCSN716606>

I am trying to run a Scrip with condition OnCreate which works fine for web
created tickets but fails for email created tickets.  My log file complains
with the following:

----------------------------------------------------------------------------
-
Can't locate RT/Action/AutoTake.pm in @INC (@INC contains: /opt/rt2/etc
/opt/rt2
/lib /usr/lib/perl5/5.6.1/PA-RISC2.0 /usr/lib/perl5/5.6.1
/usr/lib/perl5/site_pe
rl/5.6.1/PA-RISC2.0 /usr/lib/perl5/site_perl/5.6.1 /usr/lib/perl5/site_perl)
at
(eval 32) line 3, <STDIN> line 21.

Require of RT::Action::AutoTake failed.

Can't locate RT/Action/AutoTake.pm in @INC (@INC contains: /opt/rt2/etc
/opt/rt2
/lib /usr/lib/perl5/5.6.1/PA-RISC2.0 /usr/lib/perl5/5.6.1
/usr/lib/perl5/site_pe
rl/5.6.1/PA-RISC2.0 /usr/lib/perl5/site_perl/5.6.1 /usr/lib/perl5/site_perl)
at
(eval 32) line 3, <STDIN> line 21.

----------------------------------------------------------------------------
Is there a reason the path RT/Action/AutoTake is no good hear although @INC
clearly includes the rt2/lib/ directory?  Is the creation sequence of an
email ticket different from a web ticket that might somehow affect this?
Thanks!

-david

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




From bruce_campbell at ripe.net  Wed May 29 16:20:26 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Wed, 29 May 2002 22:20:26 +0200 (CEST)
Subject: [rt-users] include path for email tickets vs. web tickets
In-Reply-To: <010901c20747$8f2a4620$8918000a@PCSN716606>
Message-ID: <Pine.LNX.4.44.0205292216401.27164-100000@x22.ripe.net>

On Wed, 29 May 2002, David Chu wrote:

> I am trying to run a Scrip with condition OnCreate which works fine for web
> created tickets but fails for email created tickets.  My log file complains

(betcha it doesn't)

> with the following:
>
> ----------------------------------------------------------------------------
> -
> Can't locate RT/Action/AutoTake.pm in @INC (@INC contains: /opt/rt2/etc
> /opt/rt2/lib

You did put AutoTake.pm in the /opt/rt2/lib/RT/Action/ directory , and it
is readable by the user that executes rt-mailgate ?

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





From rlpowell at digitalkingdom.org  Wed May 29 16:28:06 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Wed, 29 May 2002 13:28:06 -0700
Subject: [rt-users] Non privilaged users seeing queues
In-Reply-To: <Pine.NEB.4.44.0205290741400.18898-100000@csserver2.wheaton.edu>
References: <Pine.NEB.4.44.0205290741400.18898-100000@csserver2.wheaton.edu>
Message-ID: <20020529202806.GH24936@digitalkingdom.org>

On Wed, May 29, 2002 at 08:03:13AM -0500, John Hayward wrote:
> It appears that if everyone has permission to show a queue but a user
> does not have "Let this user be granted rights" checked that the
> interface they see only allows them to see there own requests unless
> they know the ticket number of a request in which case they can enter
> that number and see the ticket.

What rights does Everyone have?

-Robin

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



From josh at saratoga.lib.ny.us  Wed May 29 17:02:29 2002
From: josh at saratoga.lib.ny.us (josh)
Date: Wed, 29 May 2002 17:02:29 -0400
Subject: [rt-users] Permissions and FastCGI
Message-ID: <20020529170229.A28489@saratoga.lib.ny.us>

I am asking for help with FastCGI permissions and what is needed to
restart the server cleanly. I read the FAQ and I can't seem to see
what the right settings are. The webserver runs with user httpd, and
group httpd. uid fro httpd is 15, gid for httpd is 11. gid for rt is
500 and uid is 156.

I'm still trying to get RT to work on a Sun Cobalt RaQ XTR. Frankly it
has become an interesting challenge. I was not able to get suidperl to
behave quite as expected. I did notice that a prepared package for the
server installed a wrapsuid.pl which I borrowed. This made is so that
I could execute a test program with the suidbit turned on.

I tried to test with just the command line interface but that was just
too difficult, at least given my familiarity with it. I am able to
creat a user and list a user. I tried to create a queue and send a
test email message but I configured the server so a message in error
with a recipient will come my way anyhow, so I would have to create
fake test users. This is another reason to simply get the webface
working.

I am not sure if I have mod_perl, an altered mod_perl, or no
mod_perl. I suspect I have a somewhat modified mod_perl. It looks like
FastCGI may be a better choice. (Then again I may be making a big
mistake). I would include even more data, but I will wait and see if I
get sent to a FastCGI FAQ first.

In any case I suspect I simply have some permission problems or some
typos in my httpd.conf or config.pm or maybe even in the
Makefile. Since the RaQ XTR is designed to support multiple sites for
multiple users with multiple domains it makes the mix interesting.

As soon as I try to use FastCGI the error log start spewing:

[Wed May 29 14:50:31 2002] [crit] (13)Permission denied: FastCGI: can't create s
erver "/home/opt/rt2/bin/mason_handler.fcgi": bind() failed [/tmp/fcgi/9132a2593
ef52fdcdb75f4288a4a6f1e]

every few seconds.

-- 
Josh Kuperman                       
josh at saratoga.lib.ny.us


Some output from my httpd's error log:
====================================================================
[Wed May 29 14:50:22 2002] [notice] caught SIGTERM, shutting down
[Wed May 29 14:50:25 2002] [error] (2)No such file or directory: FastCGI: access
 for server (uid 15, gid 0) failed: read not allowed by group
[Wed May 29 14:50:25 2002] [error] (2)No such file or directory: FastCGI: can't
create dynamic directory "/tmp/fcgi/dynamic": access for server (uid 15, gid 0)
failed: read not allowed by group
Site home has invalid certificate: 4999 Certificate files do not exist.
Site site1 has invalid certificate: 4999 Certificate files do not exist.
Site site2 has invalid certificate: 4999 Certificate files do not exist.
Site site3 has invalid certificate: 4999 Certificate files do not exist.
[Wed May 29 14:50:26 2002] [error] (2)No such file or directory: FastCGI: access
 for server (uid 15, gid 0) failed: read not allowed by group
[Wed May 29 14:50:26 2002] [error] (2)No such file or directory: FastCGI: can't
create dynamic directory "/tmp/fcgi/dynamic": access for server (uid 15, gid 0)
failed: read not allowed by group
[Wed May 29 14:50:26 2002] [notice] Apache/1.3.20 Sun Cobalt (Unix) mod_ssl/2.8.
4 OpenSSL/0.9.6b PHP/4.0.6 mod_auth_pam_external/0.1 mod_fastcgi/2.2.8 FrontPage
/4.0.4.3 mod_perl/1.25 configured -- resuming normal operations
[Wed May 29 14:50:26 2002] [notice] FastCGI: process manager initialized (pid 21
786)
[Wed May 29 14:50:26 2002] [crit] (13)Permission denied: FastCGI: can't create s
erver "/home/opt/rt2/bin/mason_handler.fcgi": bind() failed [/tmp/fcgi/9132a2593
ef52fdcdb75f4288a4a6f1e]



From dwarner at ctinetworks.com  Wed May 29 17:23:11 2002
From: dwarner at ctinetworks.com (Douglas E. Warner)
Date: Wed, 29 May 2002 17:23:11 -0400
Subject: [rt-users] Emails with To header of 'undisclosed recipients'
Message-ID: <200205291723.12133.dwarner@ctinetworks.com>

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

I just installed RT, and while we really like it, our spam filter really hates 
'undisclosed recipients.'
I'm using a postfix mail server, and I have the option for UseFriendlyToLine = 
0.  From what I saw in the Notify.pm action, if this is set to 0, and the To 
line is empty, the PseudoTo should be put in the To: header.  Is this the 
intended behavior, or am I missing something.
Thanks for everyone's time.

- -Doug

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

iD8DBQE89Ua/JV36su0A0xIRAn5HAKDk/e8vwnSJGs16rEx0Z8lURSTFdgCg9Zp1
Cbxx/bpAHCguuXu1H6W+VSE=
=p4Hn
-----END PGP SIGNATURE-----




From pdh at snapgear.com  Wed May 29 18:25:39 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 30 May 2002 08:25:39 +1000
Subject: [rt-users] Where should the autohandler live?
In-Reply-To: <00bc01c20719$4ae51860$9d37788a@ca.newbridge.com>
References: <00bc01c20719$4ae51860$9d37788a@ca.newbridge.com>
Message-ID: <20020529222539.GF364@luggage>

Michael K. Brown wrote:
> I'm wondering where the autohandler should live.  I've got mine modified for
> LDAP authentication, and I'm trying to clean up my modifications so I can
> import everything into CVS to manage customizations and RT upgrades.

Good man. :-)

> Currently, my autohandler is in
> 
>  /usr/local/rt2/WebRT/html  Is it safe to move that to
> /usr/local/rt2/local/WebRT/html ?

What I'd do (hmm, actually, what I /do/ do :-) :

* import the fsck.com sources unmodified into your repository
* commit your local hacks to the SAME files (not local/*)
* check the whole lot out to /usr/local/rt2

Then when you grab the latest RT sources, import them untouched
onto the vendor branch, and do any required merging back to your
local branch. This will preserve your changes ready for you to
check out again. :-)

CVS is magic for stuff like this.



From pdh at snapgear.com  Wed May 29 18:28:34 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 30 May 2002 08:28:34 +1000
Subject: [rt-users] Emails with To header of 'undisclosed recipients'
In-Reply-To: <200205291723.12133.dwarner@ctinetworks.com>
References: <200205291723.12133.dwarner@ctinetworks.com>
Message-ID: <20020529222834.GG364@luggage>

Douglas E. Warner wrote:
> I just installed RT, and while we really like it, our spam filter really hates
> 'undisclosed recipients.'
> I'm using a postfix mail server, and I have the option for UseFriendlyToLine =
> 0.  From what I saw in the Notify.pm action, if this is set to 0, and the To 
> line is empty, the PseudoTo should be put in the To: header.  Is this the 
> intended behavior, or am I missing something.

I haven't looked too closely at this, but for reference, the same
thing happens using $MailCommand = 'sendmailpipe' talking to
Sendmail-brand sendmail. It's on my list of annoyances so minor
that I'll look at them when I get /really/ bored. :-)



From pdh at snapgear.com  Wed May 29 18:33:10 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 30 May 2002 08:33:10 +1000
Subject: [rt-users] Re: [rt-devel] Time
In-Reply-To: <11E4319AE238B648B5909A882E51BFD20EB5C7@exchange-back>
References: <11E4319AE238B648B5909A882E51BFD20EB5C7@exchange-back>
Message-ID: <20020529223310.GH364@luggage>

(This should probably go to rt-users, not -devel. Re-aiming.)

Tyler Baker wrote:
>   This is going to seem like an asinine question.... But, here goes.  I
> am running RT 2 on FreeBSD 4.5 (stable).  I can't get the time to post
> correctly for the life of me!  I have tried setting just about
> everything in config.pm, $Timezone =  'US/Pacific';
>  Etc etc.  The problem, as I understand it, is FreeBSD doesn't recognize
> the conventional use of Time Zone naming conventions.  Or perhaps I
> don't understand the problem at all.  In any case, has anyone tackled
> this already?  Or perhaps have something else I can try?

Timezone is documented as:

# It should be set to a timezone recognized by your local unix box.

You need to pick a timezone from under /usr/share/zoneinfo.



From mwatson at office.netspace.net.au  Thu May 30 01:29:50 2002
From: mwatson at office.netspace.net.au (Matthew Watson)
Date: Thu, 30 May 2002 15:29:50 +1000
Subject: [rt-users] Staff pressing refresh
Message-ID: <FCEEINDILJOBHBHAPOJPIENPCPAA.mwatson@office.netspace.net.au>

Heya.

 Just wondering if anyone has come across this problem and come up with a
solution..

 Big database makes for slow RT2 , unfortunately I don't have the spare time
to fix this at the moment,
and I don't have the spare cash to pay jesse to fix it (although, i'm sure
in future releases it will be fixed, wink wink)

 Slow RT2 makes staff go crazy and decide that things will speed up if they
click refresh half a dozen times, which means
we end up with 6 identicial queries running in the database.. Anyone have
solutions for fixing this, and yelling a the
staff isn't a solution, i've tried it, it doesn't work..

 Is there anyway to get mysql to cancel query when the staff member hits
cancel?

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




From johnson at nmr.mgh.harvard.edu  Thu May 30 07:36:11 2002
From: johnson at nmr.mgh.harvard.edu (Chris Johnson)
Date: Thu, 30 May 2002 07:36:11 -0400 (EDT)
Subject: [rt-users] ticket reassinging, 3rd party.
In-Reply-To: <91468650040FD411A51100104B63E23102E28188@postman.chi.navtech.com>
Message-ID: <Pine.LNX.4.44.0205300732180.2016-100000@maequeses.nmr.mgh.harvard.edu>

On Wed, 29 May 2002, Ferguson, Kevin wrote:

> 
> 
> Aarrgh. temporary brain freeze... sorry about that.
> 
> You can assume the ownership of a previously owned ticket by
> displaying the ticket and clicking on "Steal" in the upper
> right-hand corner under "GoTo".  
> 
> -k
> 

     Man, talk about the fine print.  I never saw that.  And how
wonderfully undocumented.  At least I can't find it.  I searched the
user guide, the admin guide, and the FAQ.  Seems to work though.
Thank you.  

--------------------------------------------------------------------------------
Chris Johnson               |Internet: johnson at nmr.mgh.harvard.edu
Systems Administrator       |Web:      http://www.nmr.mgh.harvard.edu/~johnson
NMR Center                  |Voice:    617.726.0949
Mass. General Hospital      |FAX:      617.726.7422
149 (2301) 13th Street      |God must love stupid people.  She keeps making them
Charlestown, MA., 02129 USA |in such horrifyingly large numbers.  Me
--------------------------------------------------------------------------------




From Weimer at CERT.Uni-Stuttgart.DE  Thu May 30 07:52:21 2002
From: Weimer at CERT.Uni-Stuttgart.DE (Florian Weimer)
Date: Thu, 30 May 2002 13:52:21 +0200
Subject: [rt-users] Staff pressing refresh
In-Reply-To: <FCEEINDILJOBHBHAPOJPIENPCPAA.mwatson@office.netspace.net.au> ("Matthew
 Watson"'s message of "Thu, 30 May 2002 15:29:50 +1000")
References: <FCEEINDILJOBHBHAPOJPIENPCPAA.mwatson@office.netspace.net.au>
Message-ID: <87r8jthmyy.fsf@CERT.Uni-Stuttgart.DE>

"Matthew Watson" <mwatson at office.netspace.net.au> writes:

>  Slow RT2 makes staff go crazy and decide that things will speed up if they
> click refresh half a dozen times, which means
> we end up with 6 identicial queries running in the database.. Anyone have
> solutions for fixing this, and yelling a the
> staff isn't a solution, i've tried it, it doesn't work..

You could try to enforce that people run RT in a browser window
without these buttons (requires some JavaScript code).

-- 
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 k.habighorst at pelion12.de  Thu May 30 08:44:51 2002
From: k.habighorst at pelion12.de (Kai Habighorst)
Date: Thu, 30 May 2002 14:44:51 +0200
Subject: [rt-users] Sending attachments to a requestor
Message-ID: <20020530144450.A15628@calvin.hannover.sgh-net.de>

Hallo all,

i've got a question, that couldn't be answered by reading the manual.

It happens that we have to send attachments to a requestor, but it does
not work, when we use the webinterface. So we tried to send it by mail
into the system, but it doesn't work either. Where is the mistake?

Regards,
-- 
Kai Habighorst
Support
pelion XII AG
Pelikanstr. 7, 30177 Hannover
Fon: [0511] 64 64 47 0
Fax: [0511] 39 13 07
email: k.habighorst at pelion12.de



From wash at wananchi.biz  Thu May 30 09:54:24 2002
From: wash at wananchi.biz (Odhiambo Washington)
Date: Thu, 30 May 2002 16:54:24 +0300
Subject: [rt-users] Sending attachments to a requestor
In-Reply-To: <20020530144450.A15628@calvin.hannover.sgh-net.de>
References: <20020530144450.A15628@calvin.hannover.sgh-net.de>
Message-ID: <20020530135424.GA49994@ns2.wananchi.com>

* Kai Habighorst <k.habighorst at pelion12.de> [20020530 15:45]: wrote:
> Hallo all,
> 
> i've got a question, that couldn't be answered by reading the manual.
> 
> It happens that we have to send attachments to a requestor, but it does
> not work, when we use the webinterface. So we tried to send it by mail
> into the system, but it doesn't work either. Where is the mistake?


Take a look at http://www.fsck.com/pub/

There is a contrib module for that...


        cheers
       - wash 
----------------------------------+-----------------------------------------
 Odhiambo Washington, wash at wananchi.com	. WANANCHI ONLINE LTD (Nairobi, KE)
 http://ns2.wananchi.com/~wash/		. 1ere Etage, Loita Hse, Loita St.,
 GSM: (254) 722 743 223			. # 10286, 00100 NAIROBI
----------------------------------+-----------------------------------------
"Oh My God! They killed init! You Bastards!"  
						 --from a /. post

++
``That Ariel Sharon. Boy, he sure is controversial.
  Most Western countries would have to have a military coup
  before they enjoyed a leader of that caliber.'' (Sydney Webb)



From Kendric.Beachey at garmin.com  Thu May 30 09:59:07 2002
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Thu, 30 May 2002 08:59:07 -0500
Subject: [rt-users] Yet another RT LDAP authentication hack
Message-ID: <3C167C6F2DAAA54B89DABE60D2461FFA533769@dallas.garmin.com>

Hi all,

In setting up our RT to authenticate against LDAP, I learned that having a
lot of examples to choose from and imitate is helpful.  So, for the benefit
of anyone trying to do this now, here are my LDAP authentication hacks.

Our LDAP is provided by Novell Directory Services, version 5.something I
believe.  Not all of our sites are running the latest and greatest NDS yet,
though, so the old faithful code to authenticate against RT's user database
is still in there.

This is actually two hacks:
1) use NDS to authenticate people logging into WebRT
2) use NDS data to populate RT user database when receiving e-mail from an
unknown party

These hacks were made against RT 2.0.11pre (I really do mean to upgrade
soon!) so if you are on a later version of RT, you may need to get out your
merging hat.  In any case, you will need to install the Net::LDAP family of
Perl modules.

On with the hacks...


=================================================
Hack 1:   NDS Authentication on web login
File:     /path/to/rt2/lib/RT/User.pm
Function: IsPassword()
Comments: pseudo-diff made by hand and edited slightly

-------8<-----snip here----------8<------------------
sub IsPassword {
    my $self = shift;
    my $value = shift;

+    # !!!!!!!!!!!! DO NOT ACTUALLY USE THIS AFTER DEBUGGING IS
DONE!!!!!!!!!!
+    #$RT::Logger->error ($self->Name . " is trying to login with password
$value\n");

    #TODO there isn't any apparent way to legitimately ACL this

    # RT does not allow null passwords
    if ((!defined ($value)) or ($value eq '')) {
        return(undef);
    }
    if ($self->Disabled) {
        $RT::Logger->info("Disabled user ".$self->Name." tried to log in");
        return(undef);
    }

    # Try to authenticate against RT's built-in user database
    if ($self->__Value('Password') eq crypt($value,
$self->__Value('Password'))) {
        #$RT::Logger->error ("RT password checks out, you may proceed\n");
        return (1);
    }

+    # Try to authenticate to NDS LDAP as the given user with the given
password.
+    # We will do this a couple of ways for different sites.
+    #
+    # 1) Olathe
+    #
+    #$RT::Logger->error ("Trying to LDAP our way in\n");
+    use Net::LDAP;
+    use Net::LDAP::Constant qw(LDAP_SUCCESS);
+    my $ldap = Net::LDAP->new('my.ldap.server', port => '389');
+    #$RT::Logger->error ("connected to LDAP\n");
+    # step 1: search for the user's dn given their cn (username)
+    my $filter = "cn=" . $self->Name;
+    #$RT::Logger->error ("filter = $filter\n");
+    $mesg = $ldap->search ( base    => 'o=olathe',
+                            filter  => $filter);
+    #$RT::Logger->error ("did the search, got " . $mesg->count . "
results\n");
+    if ($mesg->code == LDAP_SUCCESS)
+    {
+        if ($mesg->count == 1)
+        {
+                #$RT::Logger->error ("the search didn't bomb out\n");
+
+                # as_struct returns a reference to a hash of results
+                # keys are dn's of the results; values are themselves
hashes
+                # where keys are attribute names and values are attribute
values.
+                #
+                # All I really want is the DN so I can bind against it.
+                #
+                # I have to do it this way because the ou in the dn may not
be
+                # the same as the actual ou attribute.
+                my $bind_dn = "";
+                my $results = $mesg->as_struct();
+                my @dn_list = keys %$results;
+                my $bind_dn = $dn_list[0];
+                #$RT::Logger->error ("bind_dn = $bind_dn\n");
+                #$RT::Logger->error ("password = $value\n"); # !!!!! DO NOT
REALLY USE THIS !!!!!
+                # step 2: try to bind with the dn we found and the password
the user gave us
+                my $mesg = $ldap->bind($bind_dn, password => $value);
+                if ($mesg->code == LDAP_SUCCESS)
+                {
+                        #$RT::Logger->error ("binding worked!  you may
proceed\n");
+                        $ldap->unbind;
+                        return (1);
+                }
+                #$RT::Logger->error ("couldn't bind\n");
+        } # end if search turned up ==1 result
+    } # end if search succeeded
+
+    # 2) Romsey
+    #
+    #$RT::Logger->error ("Trying to LDAP our way in\n");
+    use Net::LDAP;
+    use Net::LDAP::Constant qw(LDAP_SUCCESS);
+    my $ldap = Net::LDAP->new('my.ldap.server', port => '389');
+    #$RT::Logger->error ("connected to LDAP\n");
+    # step 1: search for the user's dn given their cn (username)
+    my $filter = "cn=" . $self->Name;
+    #$RT::Logger->error ("filter = $filter\n");
+    $mesg = $ldap->search ( base    => 'o=romsey',
+                            filter  => $filter);
+    #$RT::Logger->error ("did the search, got " . $mesg->count . "
results\n");
+    if ($mesg->code == LDAP_SUCCESS)
+    {
+        if ($mesg->count == 1)
+        {
+                #$RT::Logger->error ("the search didn't bomb out\n");
+
+                # as_struct returns a reference to a hash of results
+                # keys are dn's of the results; values are themselves
hashes
+                # where keys are attribute names and values are attribute
values.
+                # All I really want is the DN so I can bind against it.
+                # I have to do it this way because the ou in the dn may not
be
+                # the same as the actual ou attribute.
+                my $bind_dn = "";
+                my $results = $mesg->as_struct();
+                my @dn_list = keys %$results;
+                my $bind_dn = $dn_list[0];
+                #$RT::Logger->error ("bind_dn = $bind_dn\n");
+                #$RT::Logger->error ("password = $value\n"); # !!!!! DO NOT
REALLY USE THIS !!!!!
+                # step 2: try to bind with the dn we found and the password
the user gave us
+                my $mesg = $ldap->bind($bind_dn, password => $value);
+                if ($mesg->code == LDAP_SUCCESS)
+                {
+                        #$RT::Logger->error ("binding worked!  you may
proceed\n");
+                        $ldap->unbind;
+                        return (1);
+                }
+                #$RT::Logger->error ("couldn't bind\n");
+        } # end if search turned up ==1 result
+    } # end if search succeeded

+    # If we get this far, it means we couldn't authenticate you.
+    #$RT::Logger->error ("RT password is wrong.  No RT for you!\n");
-    else {
    return (undef);
-    }
}
-------8<-----snip here----------8<------------------


=================================================
Hack 2:   NDS data used in user creation when
          receiving e-mail from unknown party
File:     /path/to/rt2/etc/config.pm
Function: LookupExternalUserInfo()
Comments: Chances are good nobody else will need
          the exact authorization gyrations we
          need here, but this should be a good
          example of how to accommodate your
          own needs.
          Slightly above this section, I have set
          $LookupSenderInExternalDatabase = 1;
          but I kept
          $SenderMustExistInExternalDatabase = undef;
          because, as mentioned before, some of our
          users can't be found in LDAP due to the fact
          that they're not running NDS 5.x yet.

-------8<-----snip here----------8<------------------
# {{{ Kendric is adding a few extra snippets of code for convenience
$ldap_ok = 1;

sub CrapOut
{
        my $message = shift;
        $RT::Logger->critical ("LookupExternalUserInfo: " . $message);
        $ldap_ok = 0;
} # end sub CrapOut

sub LogIt
{
        my $message = shift;
        $RT::Logger->debug ("LookupExternalUserInfo: " . $message);
} # end sub LogIt

# }}}

sub LookupExternalUserInfo
{
        my %UserInfo = {};
        $UserInfo{'EmailAddress'} = shift;
        $UserInfo{'RealName'} = shift;
        $UserInfo{'RealName'} =~ s/\"//g;
        $UserInfo{'RealName'} =~ s/\(//g;
        $UserInfo{'RealName'} =~ s/\)//g;
        my ($FoundUser);

        # {{{ load up ldap modules

        use Net::LDAP;
        use Net::LDAP::Constant qw(LDAP_SUCCESS);

        # }}}

        # {{{ defined constants we're going to need

        use constant LDAP      => q(my.ldap.server);
        use constant LDAP_PORT => q(389);
        use constant LDAP_BASE => q(o=olathe);

        # If you're using a server that doesn't require you to
        # bind with a password, set LDAP_BIND and LDAP_BINDPASS to q();

        #use constant LDAP_BIND => q(uid=root, cn=Recipients,
ou=ENGINEERING, etc.);
        #use constant LDAP_BINDPASS => q(your_password_here);

        use constant LDAP_BIND => q();
        use constant LDAP_BINDPASS => q();

        # }}}

        # {{{ connect to the ldap server
        my $ldap = Net::LDAP->new(LDAP, port => LDAP_PORT ) || CrapOut
("Cannot connect to LDAP", %UserInfo);

        # CrapOut() would set $ldap_ok to 0...
        if ($ldap_ok == 0)
        {
                return (0, %UserInfo);
        }

        # If we're running against a server that makes you bind, do it
now...
        if (LDAP_BIND)
        {
                my $mesg = $ldap->bind(LDAP_BIND, password => LDAP_BINDPASS
);
                if ($mesg->code != LDAP_SUCCESS)
                {
                        CrapOut ("Cannot bind to LDAP: " . $mesg->code);
                        return (0, %UserInfo);
                }
        } # end if we gotta bind

        # }}}

        # {{{ search for this user by email address

        my $filter = "mail=".$UserInfo{'EmailAddress'};
        LogIt ("First Olathe search filter '$filter'\n");
        $mesg = $ldap->search(  base   => LDAP_BASE,
                                filter => $filter,
                                attrs  => ['mail', 'cn', 'ou', 'uid',
'fullName', 'telephoneNumber']);
        if ($mesg->code != LDAP_SUCCESS)
        {
                CrapOut ("Could not search for $filter: " . $mesg->code);
                return (0, %UserInfo);
        }

        LogIt ("First Olathe search produced " . $mesg->count . "
results\n");

        # }}}

        # {{{ if the E-mail search failed, try searching by person's name
        unless ($mesg->count == 1)
        {
                $filter = "fullName=".$UserInfo{'RealName'};
                LogIt ("Second Olathe search filter '$filter'\n");
                $mesg = $ldap->search(  base   => LDAP_BASE,
                                        filter => $filter,
                                        attrs  => ['mail', 'cn', 'ou',
'uid', 'fullName', 'telephoneNumber']);

                if ($mesg->code != LDAP_SUCCESS)
                {
                        CrapOut ("Could not search for $filter: ".
$mesg->code);
                        return (0, %UserInfo);
                }
        } # end unless

        LogIt ("Second Olathe search produced " . $mesg->count . " results
with filter $filter\n");

        # }}}

        # {{{ if still no hits, maybe this is a Romsey user
        unless ($mesg->count == 1)
        {
                $filter = "mail=".$UserInfo{'EmailAddress'};
                LogIt ("First Romsey search filter '$filter'\n");
                $mesg = $ldap->search(  base   => 'o=romsey',
                                        filter => $filter,
                                        attrs  => ['mail', 'cn', 'ou',
'uid', 'fullName', 'telephoneNumber']);
                if ($mesg->code != LDAP_SUCCESS)
                {
                        CrapOut ("Could not search for $filter: " .
$mesg->code);
                        return (0, %UserInfo);
                }

                LogIt ("First Romsey search produced " . $mesg->count . "
results\n");
        } # end unless

        # }}}

        # {{{ if the E-mail search failed, try searching by person's name
        unless ($mesg->count == 1)
        {
                $filter = "fullName=".$UserInfo{'RealName'};
                LogIt ("Second Romsey search filter '$filter'\n");
                $mesg = $ldap->search(  base   => 'o=romsey',
                                        filter => $filter,
                                        attrs  => ['mail', 'cn', 'ou',
'uid', 'fullName', 'telephoneNumber']);

                if ($mesg->code != LDAP_SUCCESS)
                {
                        CrapOut ("Could not search for $filter: ".
$mesg->code);
                        return (0, %UserInfo);
                }
        } # end unless

        LogIt ("Second Romsey search produced " . $mesg->count . " results
with filter $filter\n");

        # }}}


        # One of the four searches will hopefully succeed with just one
match
        if ($mesg->count == 1)
        {
                $UserInfo{'EmailAddress'} =
($mesg->first_entry->get_value('mail'))[0];
                $UserInfo{'RealName'} =
($mesg->first_entry->get_value('fullName'))[0];
                $UserInfo{'Name'} =
($mesg->first_entry->get_value('uid'))[0];
                $UserInfo{'Organization'} =
($mesg->first_entry->get_value('OU'))[0];
                $UserInfo{'WorkPhone'} =
($mesg->first_entry->get_value('telephoneNumber'))[0];
                $FoundUser = 1;
        }

        # {{{ close down the ldap connection
        $mesg = $ldap->unbind();
        if ($mesg->code != LDAP_SUCCESS)
        {
                CrapOut ("Could not unbind from LDAP: " . $mesg->code);
        }
        # }}}

        return ($FoundUser, %UserInfo);

} # end sub LookupExternalUserInfo
-------8<-----snip here----------8<------------------



--
Kendric Beachey
 



From tbaker at swiftcomm.com  Thu May 30 10:59:36 2002
From: tbaker at swiftcomm.com (Tyler Baker)
Date: Thu, 30 May 2002 07:59:36 -0700
Subject: [rt-users] RE: [rt-devel] Time
Message-ID: <11E4319AE238B648B5909A882E51BFD20EB5D8@exchange-back>

Thanks Phil.

  Is there anything special I have to do to re-read config.pm?  I have
modified it to a recognized zone (i.e. Pacific) in config.pm, and
unfortunately it has made no difference.  I restarted apache for good
measure, but alas, I'm still on Eastern time.  

- Tyler

-----Original Message-----
From: Phil Homewood [mailto:pdh at snapgear.com] 
Sent: Wednesday, May 29, 2002 3:33 PM
To: rt-devel at lists.fsck.com
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-devel] Time

(This should probably go to rt-users, not -devel. Re-aiming.)

Tyler Baker wrote:
>   This is going to seem like an asinine question.... But, here goes.
I
> am running RT 2 on FreeBSD 4.5 (stable).  I can't get the time to post
> correctly for the life of me!  I have tried setting just about
> everything in config.pm, $Timezone =  'US/Pacific';
>  Etc etc.  The problem, as I understand it, is FreeBSD doesn't
recognize
> the conventional use of Time Zone naming conventions.  Or perhaps I
> don't understand the problem at all.  In any case, has anyone tackled
> this already?  Or perhaps have something else I can try?

Timezone is documented as:

# It should be set to a timezone recognized by your local unix box.

You need to pick a timezone from under /usr/share/zoneinfo.

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



From doherty at onlinepolicy.org  Thu May 30 12:27:38 2002
From: doherty at onlinepolicy.org (Will Doherty)
Date: Thu, 30 May 2002 09:27:38 -0700
Subject: Fwd: [rt-users] Execute Arbitrary Perl Script on resolve
Message-ID: <5.1.0.14.0.20020530092639.02995a70@pop.sfo.com>

I was surprised to see no answer to this question below.

We really need to be able to execute perl scripts upon
resolution of tasks in various queues... isn't there
some way to do this?

One Internet with Equal Access for All,

Will Doherty
Online Policy Group, Inc.
http://www.onlinepolicy.org
-------

>Delivered-To: rt-users at pallas.eruditorum.org
>Date: Tue, 28 May 2002 19:02:39 -0700 (PDT)
>From: Ryan Stark <rstark at silcon.silcon.com>
>To: rt-users at lists.fsck.com
>Subject: [rt-users] Execute Arbitrary Perl Script on resolve
>Sender: rt-users-admin at lists.fsck.com
>X-BeenThere: rt-users at lists.fsck.com
>X-Mailman-Version: 2.0beta5
>List-Id: For users of RT: Request Tracker <rt-users.lists.fsck.com>
>
>Hi all,
>I was wondering what the best way to execute an arbitrary perl
>script on resolution of ticket is.
>
>That is all,
>Ryan
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm




From josh at saratoga.lib.ny.us  Thu May 30 12:32:26 2002
From: josh at saratoga.lib.ny.us (josh)
Date: Thu, 30 May 2002 12:32:26 -0400
Subject: [rt-users] Using old perls and what depends on what
Message-ID: <20020530123226.G3835@saratoga.lib.ny.us>

While I have been having a wide assortment of problems, this may be of
general interest to anyone working on developmet.

When I was attempting to use perl5.00503 and ran the fix deps, it
would seem to try to install newer versions of modules that required
5.6.

I am still a little confused about what I can get away with. I wish
that I could select fastcgi or mod_perl in the make file, so I
wouldn't have to worry about dependencies that would be irrelevant to
my installation.

-- 
Josh Kuperman                       
josh at saratoga.lib.ny.us




From mgrubb at fifthvision.net  Thu May 30 12:38:16 2002
From: mgrubb at fifthvision.net (Michael Grubb)
Date: Thu, 30 May 2002 11:38:16 -0500
Subject: Fwd: [rt-users] Execute Arbitrary Perl Script on resolve
In-Reply-To: <5.1.0.14.0.20020530092639.02995a70@pop.sfo.com>
References: <5.1.0.14.0.20020530092639.02995a70@pop.sfo.com>
Message-ID: <200205301138.16599.mgrubb@fifthvision.net>

Yes, Sir there is.
There is probably a reason you recieved no response.
The answer to the question you asked is easily found in the documentation.
If you had looked on the website, in the docs section you would have found
A tutorial on how to write a Scrip, which is RT's built-in extension method.
In Short, it allows you to write conditions and actions to be checked and 
fired when the condition criteria is met.  Since there is already a OnResolve 
scrip condition written (Packaged with RT) all You need to write is the 
action for said condition.
In the future please don't get snippy with the list.
I saw your first post yesterday,  I hardly think that you should be expecting
a 24 hour response from free support.

Having said that, if there is a Specific question that you have after reading 
All the docs, I or others I'm sure will be happy to respond.
But just as some advice for future incidents, please read All available 
documentation AND search the list archives before posting to the list,
especially on a topic as broad as yours.

Thank you and have a wonderful day,

MG

On Thursday 30 May 2002 11:27 am, Will Doherty wrote:
> I was surprised to see no answer to this question below.
>
> We really need to be able to execute perl scripts upon
> resolution of tasks in various queues... isn't there
> some way to do this?
>
> One Internet with Equal Access for All,
>
> Will Doherty
> Online Policy Group, Inc.
> http://www.onlinepolicy.org
> -------
>
> >Delivered-To: rt-users at pallas.eruditorum.org
> >Date: Tue, 28 May 2002 19:02:39 -0700 (PDT)
>
> From: Ryan Stark <rstark at silcon.silcon.com>
>
> >To: rt-users at lists.fsck.com
> >Subject: [rt-users] Execute Arbitrary Perl Script on resolve
> >Sender: rt-users-admin at lists.fsck.com
> >X-BeenThere: rt-users at lists.fsck.com
> >X-Mailman-Version: 2.0beta5
> >List-Id: For users of RT: Request Tracker <rt-users.lists.fsck.com>
> >
> >Hi all,
> >I was wondering what the best way to execute an arbitrary perl
> >script on resolution of ticket is.
> >
> >That is all,
> >Ryan
> >
> >
> >_______________________________________________
> >rt-users mailing list
> >rt-users at lists.fsck.com
> >http://lists.fsck.com/mailman/listinfo/rt-users
> >
> >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm




From russj at dimstar.net  Thu May 30 12:39:03 2002
From: russj at dimstar.net (Russ Johnson)
Date: Thu, 30 May 2002 09:39:03 -0700
Subject: [rt-users] RE: [rt-devel] Time
In-Reply-To: <11E4319AE238B648B5909A882E51BFD20EB5D8@exchange-back>
Message-ID: <5.1.0.14.0.20020530093839.0202b3b0@localhost>

Did you stop and then start apache? Restart won't cut it.

At 07:59 AM 5/30/2002 -0700, Tyler Baker wrote:
>   Is there anything special I have to do to re-read config.pm?  I have
>modified it to a recognized zone (i.e. Pacific) in config.pm, and
>unfortunately it has made no difference.  I restarted apache for good
>measure, but alas, I'm still on Eastern time.

Russ Johnson
http://www.dimstar.net


Judge a man by his questions rather than his answers.
         - Voltaire





From doherty at onlinepolicy.org  Thu May 30 12:43:54 2002
From: doherty at onlinepolicy.org (Will Doherty)
Date: Thu, 30 May 2002 09:43:54 -0700
Subject: Fwd: [rt-users] Execute Arbitrary Perl Script on resolve
In-Reply-To: <200205301138.16599.mgrubb@fifthvision.net>
References: <5.1.0.14.0.20020530092639.02995a70@pop.sfo.com>
 <5.1.0.14.0.20020530092639.02995a70@pop.sfo.com>
Message-ID: <5.1.0.14.0.20020530094126.0697fd68@pop.sfo.com>

Dear Michael,

I didn't mean to come across as snippy, more like surprised!
I have posted a question before a couple of weeks ago and I
got several replies within a couple days of the posting.

We have read the documentation.

Anyway, there seem to be a lot of actions pre-defined... we
are trying to figure out which one would be best to simply
execute an external Perl script.

Any advice would be much appreciated!

And so far RT rocks! Thanks very much, especially to Jesse
and the other developers.

One Internet with Equal Access for All,

Will Doherty
Online Policy Group, Inc.
http://www.onlinepolicy.org
-------


At 11:38 AM 5/30/2002 -0500, Michael Grubb wrote:
>Yes, Sir there is.
>There is probably a reason you recieved no response.
>The answer to the question you asked is easily found in the documentation.
>If you had looked on the website, in the docs section you would have found
>A tutorial on how to write a Scrip, which is RT's built-in extension method.
>In Short, it allows you to write conditions and actions to be checked and
>fired when the condition criteria is met.  Since there is already a OnResolve
>scrip condition written (Packaged with RT) all You need to write is the
>action for said condition.
>In the future please don't get snippy with the list.
>I saw your first post yesterday,  I hardly think that you should be expecting
>a 24 hour response from free support.
>
>Having said that, if there is a Specific question that you have after reading
>All the docs, I or others I'm sure will be happy to respond.
>But just as some advice for future incidents, please read All available
>documentation AND search the list archives before posting to the list,
>especially on a topic as broad as yours.
>
>Thank you and have a wonderful day,
>
>MG
>
>On Thursday 30 May 2002 11:27 am, Will Doherty wrote:
> > I was surprised to see no answer to this question below.
> >
> > We really need to be able to execute perl scripts upon
> > resolution of tasks in various queues... isn't there
> > some way to do this?
> >
> > One Internet with Equal Access for All,
> >
> > Will Doherty
> > Online Policy Group, Inc.
> > http://www.onlinepolicy.org
> > -------
> >
> > >Delivered-To: rt-users at pallas.eruditorum.org
> > >Date: Tue, 28 May 2002 19:02:39 -0700 (PDT)
> >
> > From: Ryan Stark <rstark at silcon.silcon.com>
> >
> > >To: rt-users at lists.fsck.com
> > >Subject: [rt-users] Execute Arbitrary Perl Script on resolve
> > >Sender: rt-users-admin at lists.fsck.com
> > >X-BeenThere: rt-users at lists.fsck.com
> > >X-Mailman-Version: 2.0beta5
> > >List-Id: For users of RT: Request Tracker <rt-users.lists.fsck.com>
> > >
> > >Hi all,
> > >I was wondering what the best way to execute an arbitrary perl
> > >script on resolution of ticket is.
> > >
> > >That is all,
> > >Ryan
> > >
> > >
> > >_______________________________________________
> > >rt-users mailing list
> > >rt-users at lists.fsck.com
> > >http://lists.fsck.com/mailman/listinfo/rt-users
> > >
> > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm




From rlpowell at digitalkingdom.org  Thu May 30 13:17:24 2002
From: rlpowell at digitalkingdom.org (Robin Lee Powell)
Date: Thu, 30 May 2002 10:17:24 -0700
Subject: Fwd: [rt-users] Execute Arbitrary Perl Script on resolve
In-Reply-To: <5.1.0.14.0.20020530094126.0697fd68@pop.sfo.com>
References: <5.1.0.14.0.20020530092639.02995a70@pop.sfo.com> <5.1.0.14.0.20020530092639.02995a70@pop.sfo.com> <5.1.0.14.0.20020530094126.0697fd68@pop.sfo.com>
Message-ID: <20020530171724.GP24936@digitalkingdom.org>

On Thu, May 30, 2002 at 09:43:54AM -0700, Will Doherty wrote:
> Anyway, there seem to be a lot of actions pre-defined... we are trying
> to figure out which one would be best to simply execute an external
> Perl script.

You seem to be missing the point:

A ScripAction *IS* an arbitrary perl script.

Make a new one.

-Robin

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



From rich+rt at lafferty.ca  Thu May 30 13:18:32 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Thu, 30 May 2002 13:18:32 -0400
Subject: [rt-users] Re: [rt-devel] BUG: Merged tickets don't carry time into effective ticket.
In-Reply-To: <1022775749.21667.20.camel@milagro.wildbrain.com>; from purp@wildbrain.com on Thu, May 30, 2002 at 09:22:29AM -0700
References: <1022681315.14929.2.camel@wug.selequa.com> <20020529102927.W20040@fsck.com> <1022775749.21667.20.camel@milagro.wildbrain.com>
Message-ID: <20020530131832.J4518@lafferty.ca>

On Thu, May 30, 2002 at 09:22:29AM -0700, Jim Meyer (purp at wildbrain.com) wrote:
> On Wed, 2002-05-29 at 07:29, Jesse Vincent wrote:
> > I don't remember writing special-case code for that. Sounds like a bug to me.
> 
> Excellent. Now if only I could figure out how to report it properly. In
> my currently ignorant state, I've tried:
> 
> * Browsing http://www.fsck.com/rt2 (for which I have no login)
> * Searching http://fsck.com/rtfm/ which says either post to this
>   list or points me at http://www.fsck.com/rt2/
> 
> Someone enlighten me? I'm sure I've missed something incredibly
> obvious...

Send mail to <rt-2.0-bugs at fsck.com>.

Cheers,

  -Rich

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



From mgrubb at fifthvision.net  Thu May 30 15:23:13 2002
From: mgrubb at fifthvision.net (Michael Grubb)
Date: Thu, 30 May 2002 14:23:13 -0500
Subject: Fwd: [rt-users] Execute Arbitrary Perl Script on resolve
In-Reply-To: <20020530171724.GP24936@digitalkingdom.org>
References: <5.1.0.14.0.20020530092639.02995a70@pop.sfo.com> <5.1.0.14.0.20020530094126.0697fd68@pop.sfo.com> <20020530171724.GP24936@digitalkingdom.org>
Message-ID: <200205301423.13316.mgrubb@fifthvision.net>

Well Put.

Anyway if you *REALLY* want to just execute external perl code you could do 
something like this:

***WARNING****
This is untested code.
I just slapped it together. 
I know that the principals behind it work because I've done this before but as 
for making sure that RT does it properly is anybody's guess =]
Sure you could use the system function to execute a new perl interpreter but I 
liked this solution a little better.
Also I don't know how well this will scale so if you have lots of tickets in a 
short amount of time that this will act on I don't know how this will do.
Any way. As it is... Merry Christmas.

-M

package RT::Action::ExecExternal;
require RT::Action::Generic;
@ISA=qw(RT::Action::Generic);

#Do what we need to do and send it out.

#What does this type of Action does
our $queue = undef;
our $prog_txt = undef;

# {{{ sub Describe
sub Describe  {
  my $self = shift;
  return (ref $self . " will execute arbritrary perl code\n");
}
# }}}


# {{{ sub Prepare
sub Prepare  {
    my $self = shift;
    open(EXTPRG, "<" . $self->Argument()) or return 0;
    while(<EXTPRG>) { $prog_txt .= $_ }
    close(EXTPRG) or return 0;
    return 1;
}
# }}}

sub Commit {
    my $self = shift;
    eval $prog_txt;
    $RT::Logger->debug($@ ? $@ : "Executed External App:\n$prog_txt\n");
    return !$@;
}


# Applicability checked in Commit.

# {{{ sub IsApplicable
sub IsApplicable  {
  my $self = shift;
  1;
  return 1;
}
# }}}

1;


On Thursday 30 May 2002 12:17, Robin Lee Powell wrote:
> On Thu, May 30, 2002 at 09:43:54AM -0700, Will Doherty wrote:
> > Anyway, there seem to be a lot of actions pre-defined... we are trying
> > to figure out which one would be best to simply execute an external
> > Perl script.
>
> You seem to be missing the point:
>
> A ScripAction *IS* an arbitrary perl script.
>
> Make a new one.
>
> -Robin




From christian.hall at qwest.com  Thu May 30 16:20:50 2002
From: christian.hall at qwest.com (Hall, Christian N)
Date: Thu, 30 May 2002 16:20:50 -0400
Subject: [rt-users] needing rt2stats package
Message-ID: <49F78F5E3F07D511818200508B5C78510664EDBE@BALNTEX001.qwest.net>

All, 


I was curious if there was and area to download rt2stats package or point me
to a link
or website. TIA

-Chris




From list at opaia.de  Thu May 30 16:47:01 2002
From: list at opaia.de (Sascha Teifke)
Date: Thu, 30 May 2002 22:47:01 +0200
Subject: [rt-users] Problems during "make install"
Message-ID: <200205302044.g4UKiMe25179@Apollo06.plusserver.de>

Hello List,

strictly following the installation manual the following error occured after
"make install"

========8<============ SNIP
make: execvp: bin/initacls.mysql: Permission denied
make: *** [acls] Error 127
========8<============ SNAP

Thank you in advance
Sascha






From cwfox at fujitsu.com  Thu May 30 17:01:54 2002
From: cwfox at fujitsu.com (Camron W. Fox)
Date: Thu, 30 May 2002 11:01:54 -1000
Subject: [rt-users] Deleting Comments - HOWTO?
Message-ID: <KNEOICNGFPAFJMEMGEIBKEJOIHAA.cwfox@fujitsu.com>

Alle,

	Is there any way to (safely) delete a comment? Example: NUG uses "Comment"
vice "Reply" to a respond to a requestor and then realizes he/she has to use
"Reply", thus causing duplicate information in the ticket, a Comment meant
as a Reply and the actual Reply to the requestor.
	If not, this might be a useful addition to the Web interface in the future.
	All I have found in the archives are the scripts to delete dead tickets.

Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu America, INC.
E-mail:		cwfox at fujitsu.com
Phone:		(808) 934-4102
Pager:		(808) 934-1290
Cell:			(808) 937-5026






From phil at ipom.com  Thu May 30 17:33:52 2002
From: phil at ipom.com (Phil Dibowitz)
Date: Thu, 30 May 2002 14:33:52 -0700
Subject: [rt-users] Install Probs
Message-ID: <3CF69AC0.7010906@ipom.com>

I got past make testdeps, and did a make install and got:

Creating mysql database rt2.
cp etc/acl.mysql '//usr/local/rt2/etc/acl.mysql'
/usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
                         s'!!DB_HOST!!'"localhost"'g;\
                         s'!!DB_RT_PASS!!'"MySecurePassword"'g;\
                         s'!!DB_RT_HOST!!'"localhost"'g;\
                         s'!!DB_RT_USER!!'"rt_user"'g;\
                         s'!!DB_DATABASE!!'"rt2"'g;" //usr/local/rt2/etc/acl.mysq
l
Substitution replacement not terminated at -e line 1.
make: *** [acls] Error 255


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




From phil at ipom.com  Thu May 30 18:07:40 2002
From: phil at ipom.com (Phil Dibowitz)
Date: Thu, 30 May 2002 15:07:40 -0700
Subject: [rt-users] Install Probs
References: <3CF69AC0.7010906@ipom.com>
Message-ID: <3CF6A2AC.10407@ipom.com>

Phil Dibowitz wrote:

> I got past make testdeps, and did a make install and got:
> 
> Creating mysql database rt2.
> cp etc/acl.mysql '//usr/local/rt2/etc/acl.mysql'
> /usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
>                         s'!!DB_HOST!!'"localhost"'g;\
>                         s'!!DB_RT_PASS!!'"MySecurePassword"'g;\
>                         s'!!DB_RT_HOST!!'"localhost"'g;\
>                         s'!!DB_RT_USER!!'"rt_user"'g;\
>                         s'!!DB_DATABASE!!'"rt2"'g;" 
> //usr/local/rt2/etc/acl.mysq


Nevermind... I found it. If you have a space after the password in the 
Makefile, it'll fail..

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




From pdh at snapgear.com  Thu May 30 19:15:06 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 31 May 2002 09:15:06 +1000
Subject: [rt-users] RE: [rt-devel] Time
In-Reply-To: <11E4319AE238B648B5909A882E51BFD20EB5D8@exchange-back>
References: <11E4319AE238B648B5909A882E51BFD20EB5D8@exchange-back>
Message-ID: <20020530231506.GI363@luggage>

Tyler Baker wrote:
>   Is there anything special I have to do to re-read config.pm?  I have
> modified it to a recognized zone (i.e. Pacific) in config.pm, and

"Pacific" isn't a recognised timezone, either. It's a directory.
So "Pacific/Auckland" would be valid, or "Pacific/Tahiti", but
not "Pacific".

(No, I don't know US timezones enough to point you at the right one.
But it's probably not under Pacific.)

> unfortunately it has made no difference.  I restarted apache for good
> measure, but alas, I'm still on Eastern time.  

Russ Johnson's comment also stands:
> Did you stop and then start apache? Restart won't cut it.




From khera at kcilink.com  Thu May 30 21:30:10 2002
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 30 May 2002 21:30:10 -0400
Subject: [rt-users] Install Probs
In-Reply-To: <3CF69AC0.7010906@ipom.com>
References: <3CF69AC0.7010906@ipom.com>
Message-ID: <15606.53794.718783.946775@yertle.kciLink.com>

>>>>> "PD" == Phil Dibowitz <phil at ipom.com> writes:

PD> Substitution replacement not terminated at -e line 1.
PD> make: *** [acls] Error 255


PD> Any ideas?

probably you have some punctuation in your secret password, but since
you had to edit that part out, we don't know.

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



From smylers at gbdirect.co.uk  Fri May 31 04:06:34 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Fri, 31 May 2002 09:06:34 +0100 (BST)
Subject: Fwd: [rt-users] Execute Arbitrary Perl Script on resolve
In-Reply-To: <200205301423.13316.mgrubb@fifthvision.net>
Message-ID: <Pine.LNX.4.44.0205310902470.29721-100000@tiger.gbdirect.co.uk>

Yesterday Michael Grubb wrote:

> Anyway if you *REALLY* want to just execute external perl code you
> could do something like this:  <snip>
>
> # {{{ sub Prepare
> sub Prepare  {
>     my $self = shift;
>     open(EXTPRG, "<" . $self->Argument()) or return 0;
>     while(<EXTPRG>) { $prog_txt .= $_ }
>     close(EXTPRG) or return 0;
>     return 1;
> }
> # }}}
>
> sub Commit {
>     my $self = shift;
>     eval $prog_txt;

Surely the above open, while, close, and eval can be simplified to:

  do $self->Argument();

Possibly you'd want to make sure the external script always returns true
if it succeeds, so that the return code gets propagated properly.

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




From mrz at intelenet.net  Fri May 31 09:47:42 2002
From: mrz at intelenet.net (matthew zeier)
Date: Fri, 31 May 2002 06:47:42 -0700
Subject: [rt-users] AutoTake - where?
References: <Pine.LNX.4.44.0205291748460.27164-100000@x22.ripe.net>
Message-ID: <00f801c208a9$bcaa0730$0b16160a@Desktop>

I just installed this and was trying to get it to work.  As a global scrip,
I have:


OnCorrespond AutoTake with template Blank

However, when I reply/correspond with the ticket, RT assigns it to me and
"I" promptly give it back to nobody.

Fri May 31 06:36:01 2002  RT_System - Given to mrz
Fri May 31 06:36:04 2002  mrz - Given to Nobody


Is there a conflict with one of the existing scrips (below)?  How do I debug
this?

OnTransaction NotifyOwner with template Transaction
OnCreate NotifyAdminCcs with template Transaction
OnCorrespond NotifyAllWatchers with template Correspondence
OnComment NotifyAdminCcsAsComment with template AdminComment
OnStatus NotifyOwnerAsComment with template StatusChange
OnOwnerChange NotifyOwnerAsComment with template Give
OnOwnerChange NotifyOldOwner with template Steal
OnQueueChange NotifyAllWatchers with template QueueChange
OnResolve NotifyRequestors with template ResolvedPlus
OnComment NotifyOtherRecipientsAsComment with template Correspondence
OnCorrespond NotifyOtherRecipients with template Correspondence

OnCreate AutoreplyToRequestors with template Autoreply
OnCreate NotifyDispatcher with template AdminCorrespondence




----- Original Message -----
From: "Bruce Campbell" <bruce_campbell at ripe.net>
To: "David Chu" <davidchu at aol.net>
Cc: "matthew zeier" <mrz at intelenet.net>; "Ferguson, Kevin"
<KFerguso at chi.navtech.com>; <rt-users at fsck.com>
Sent: Wednesday, May 29, 2002 8:52 AM
Subject: Re: [rt-users] AutoTake - where?


> On Wed, 29 May 2002, David Chu wrote:
>
> > I converted it from MIME format from the archives.  I have attached it
in
> > this email.  They work pretty well, although I have the following
problems:
>
> Aiieeee, the version from the archives mentions 'AutoAssign', not
> 'AutoTake' - be sure to change everything first.  ( my error when
> initially posting).
>
> Some of my RT stuff is available from http://www.amsterdamned.org/~bc/rt/
> if your mailer cannot grok the archives.
>
> To quickly answer your questions (I'm about to be absent for a few weeks,
> so apologies for being rushed):
>
> > 1. I have setup: OnCreate AutoTake with template Blank.  It works great
with
> > tickets created through the web interace.  However, this event does not
seem
> > to work on events created from emailed tickets
>
> Your Privileged Users have no email address associated with them; RT will
> have autocreated additional users for them based on email address.
>
> > 2. What is the smart way to debug, esp when working with scrips?  I
thought
> > of writing debug text to the description field of a ticket but this sure
> > seems roundabout.  Any suggetsions welcome.
>
> Grep for RT::Logger throughout the RT code, and find the logging mentions
> in config.pm
>
> --
>                              Bruce Campbell
RIPE
>                    Systems/Network Engineer
NCC
>                  www.ripe.net - PGP562C8B1B
Operations
>
>




From phil at ipom.com  Fri May 31 13:10:46 2002
From: phil at ipom.com (Phil Dibowitz)
Date: Fri, 31 May 2002 10:10:46 -0700
Subject: [rt-users] Install Problems
Message-ID: <3CF7AE96.1000806@ipom.com>

Hey all,

I think I'm having problems with some Perl module or something. make testdeps 
shows everything is found, then I installed. I setup our main apache like so:

ProxyPass /rt2/ http://our.ip.addy.here:8024/rt2/


Then in the modperl apache that runs on 8024 (or something like that), I setup:

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


However, when I go to http://our.ip.addy.here/rt2/ I get:

<& /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'}; }

That stuff isn't being interpreted. Anyone know know why? This is assumably a 
module problem, here's make testdeps though:

# make testdeps
/usr/bin/perl ./tools/testdeps -warn mysql
Checking for Digest::MD5...found
Checking for Storable...found
Checking for DBI 1.18 ...found
Checking for DBIx::DataSource 0.02 ...found
Checking for DBIx::SearchBuilder 0.48 ...found
Checking for HTML::Entities...found
Checking for MLDBM...found
Checking for Net::Domain...found
Checking for Net::SMTP...found
Checking for Params::Validate 0.02 ...found
Checking for HTML::Mason 1.02 ...found
Checking for CGI::Cookie 1.20 ...found
Checking for Apache::Cookie...found
Checking for Apache::Session 1.53 ...found
Checking for Date::Parse...found
Checking for Date::Format...found
Checking for MIME::Entity 5.108 ...found
Checking for Mail::Mailer 1.20 ...found
Checking for Getopt::Long 2.24 ...found
Checking for Tie::IxHash...found
Checking for Text::Wrapper...found
Checking for Text::Template...found
Checking for File::Spec 0.8 ...found
Checking for Errno...found
Checking for FreezeThaw...found
Checking for File::Temp...found
Checking for Log::Dispatch 1.6 ...found
Checking for DBD::mysql 2.0416 ...found


System is Linux 2.4.9
Main Apache is 1.3.24
Mod_perl Apache is 1.3.20
RT is 2.0.13

Any help would be greatly appreciated.

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




From juchem at uni-mannheim.de  Fri May 31 14:25:42 2002
From: juchem at uni-mannheim.de (Matthias Juchem)
Date: Fri, 31 May 2002 20:25:42 +0200
Subject: [rt-users] Permission denied when replying to a ticket via mail
Message-ID: <E17Dr5r-0003wR-00@gandalf.math.uni-mannheim.de>

Hi.

Yesterday I have removed some Group Rights. Today, I've got the following 
error when replying to an existing ticket via mail:

=====
Permission Denied

<Subject of my e-mail>
=====

I have to give one group the right 'ReplyToTicket', haven't I?

If yes, which group?
If no, what else?

Thank you for your help.

Best regards,
 Matthias



From juchem at uni-mannheim.de  Fri May 31 15:14:05 2002
From: juchem at uni-mannheim.de (Matthias Juchem)
Date: Fri, 31 May 2002 21:14:05 +0200
Subject: [rt-users] Re: Permission denied when replying to a ticket via mail
Message-ID: <E17Drqg-0003zb-00@gandalf.math.uni-mannheim.de>

> Yesterday I have removed some Group Rights. Today, I've got the following 
> error when replying to an existing ticket via mail:
[..]

Ok, I'm stupid.

I've read the FAQ two times, then I sent the mail. Reading the FAQ a third 
time, the answer was suddenly there :)

Matthias



From bruce_campbell at ripe.net  Fri May 31 15:30:46 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 31 May 2002 21:30:46 +0200 (CEST)
Subject: [rt-users] AutoTake - where?
In-Reply-To: <00f801c208a9$bcaa0730$0b16160a@Desktop>
Message-ID: <Pine.LNX.4.44.0205312129190.25421-100000@x22.ripe.net>

On Fri, 31 May 2002, matthew zeier wrote:

> I just installed this and was trying to get it to work.  As a global scrip,
> I have:
>
> OnCorrespond AutoTake with template Blank
>
> However, when I reply/correspond with the ticket, RT assigns it to me and
> "I" promptly give it back to nobody.
>
> Fri May 31 06:36:01 2002  RT_System - Given to mrz
> Fri May 31 06:36:04 2002  mrz - Given to Nobody

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

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




From bruce_campbell at ripe.net  Fri May 31 16:20:35 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 31 May 2002 22:20:35 +0200 (CEST)
Subject: Fwd: [rt-users] Execute Arbitrary Perl Script on resolve
In-Reply-To: <Pine.LNX.4.44.0205310902470.29721-100000@tiger.gbdirect.co.uk>
Message-ID: <Pine.LNX.4.44.0205312210240.25421-100000@x22.ripe.net>

On Fri, 31 May 2002, Smylers wrote:

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

Actually, if you want some perl code that will allow you to pipe something
(the current transaction) to an arbitary command _and_ reading the output,
_and_ being able to kill the command after an arbitary timeout, try:

	http://www.fsck.com/rtfm/factoid.html?id=153

The above is part of a ScripAction that I'm wanting to finish that does
essentially 'execute arbitary perl code' ($self->Argument, although
checking to make sure one can execute it ;) ), although I'm intending to
finish it as part of a ScripAction tutorial when I get spare time (and
that'll probably be when I next get pissed off at spam in my queues and
want SpamAssassin on it ;) )

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

'What would be the killer app assuming serious sized bandwidth?'
'Obvious.  More bits per boob.'
	-- Q&A from SANE2002 inSANE quiz.




From phawley at ociweb.com  Fri May 31 16:42:06 2002
From: phawley at ociweb.com (Patrick Hawley)
Date: Fri, 31 May 2002 15:42:06 -0500 (CDT)
Subject: [rt-users] new correspondence not sending email to submittor or group
Message-ID: <Pine.LNX.4.33.0205311518250.9274-100000@merckx.ociweb.com>

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

In the RT archives, I located the error in one of the rt.log. files:

  Insecure dependency in eval while running with -T switch at
  /usr/lib/perl5/site_perl/5.6.0/Text/Template.pm line 319, <STDIN> line
  40195.
  Insecure dependency in eval while running with -T switch at
  /usr/lib/perl5/site_perl/5.6.0/Text/Template.pm line 319, <STDIN> line
  40195.

as pertaining to the MySQL set-variable=max_allowed_packet=16M issue

However, there are 3 other submissions not being sent out from RT, the
errors for which are all the same:

  can't have encoding base64 for message type message/rfc822! at
  /PATH/TO/RT/lib/RT/Action/NotifyWithAttachment.pm line 50

The only possibility I found in the RT archives was in:

  http://lists.fsck.com/pipermail/rt-users/2002-March/007450.html

at line 54:

50  $self->TemplateObj->MIMEObj->attach(Data => $message->Content,
51                                      Type => $message->ContentType,
52                                      Encoding => "base64",
53                                      Description => $fname,
54                                      Disposition => "attachment",
55                                      Filename => $fname);

...that "disposition" was misspelled.

I'm hoping this will fix the problem, though I'm not sure.

I'm sending out this email either in hopes that someone else may have had
some experience with this and can share some knowledge, or else that this
may help someone else having similar problems (assuming that this actually
fixes the two problems! ;)

Patrick




From maniezhilan at naturesoft.net  Sun May 19 12:12:04 2002
From: maniezhilan at naturesoft.net (maniezhilan)
Date: Sun, 19 May 2002 21:42:04 +0530
Subject: [rt-users] Ticket Creation Error
Message-ID: <3CE7CED4.F17DA79B@naturesoft.net>



Dear All,

Iam Getting the following error when trying to send mail to a queue.

No permission to create tickets in the queue ''.


RT::CorrespondAddress.not.set at rt.naturesoft.com


Can some one help me out..?




From maniezhilan at naturesoft.net  Sun May 19 13:56:01 2002
From: maniezhilan at naturesoft.net (maniezhilan)
Date: Sun, 19 May 2002 23:26:01 +0530
Subject: [rt-users] errors during creating ticket
Message-ID: <3CE7E731.35215466@naturesoft.net>

Dear All,

Iam Getting the following error when trying to send mail to a queue.

No permission to create tickets in the queue ''.


RT::CorrespondAddress.not.set at rt.naturesoft.com


Can some one help me out..?







From juchem at uni-mannheim.de  Sun May 26 15:21:29 2002
From: juchem at uni-mannheim.de (Matthias Juchem)
Date: Sun, 26 May 2002 21:21:29 +0200
Subject: [rt-users] RT sending each e-mail two times or
Message-ID: <E17C3a5-0007sf-00@gandalf.math.uni-mannheim.de>

Hi.

I've just installed RT with qmail and PostgreSQL. Everything seems to work 
fine, but everyone who gets an e-mail (e.g. the 
OnCreate-AutoreplyToRequestors mail) from RT gets this mail two times, one of 
which is a CC or a BCC.

I did not change any Scrib.

I don't know where to look to solve this problem. Can you give me a hint?

TIA

Greetings,
 Matthias



From ManfredElezovski at notes.ny.cyberdialogue.com  Tue May 28 12:32:01 2002
From: ManfredElezovski at notes.ny.cyberdialogue.com (Manfred Elezovski)
Date: Tue, 28 May 2002 12:32:01 -0400
Subject: [rt-users] External email server--configuring email-gateway, for external email server
 to forward email to rt in internal network
Message-ID: <OF06314D7B.311C4B38-ON85256BC7.005AA798@ny.cyberdialogue.com>

I'm sending this again because I didn't include a subject last time.  If
possible, can you please repost, so all RT users can view the subject.
Thank YOu

Linux 2.4.8-26mdk
perl5 revision 5.0 version 6 subversion 1
apache 1.3.23

I need help in figuring out how to create tickets via e-mail.  My main
email server is running Lotus Notes Domino, and it is external to RT.  Has
anyone got an idea for this type of configuration.  Thank You

Munchy




From ManfredElezovski at notes.ny.cyberdialogue.com  Tue May 28 13:51:28 2002
From: ManfredElezovski at notes.ny.cyberdialogue.com (Manfred Elezovski)
Date: Tue, 28 May 2002 13:51:28 -0400
Subject: [rt-users] email gateway configuration when main email server is outside of firewall
Message-ID: <OF9A9F020D.5FAF61DB-ON85256BC7.0061BBD8@ny.cyberdialogue.com>

Linux 2.4.8-26mdk
perl5 revision 5.0 version 6 subversion 1
apache 1.3.23

Does anyone have there main email server outside of the firewall.   I am
having trouble configuring a way to create tickets via email.   My RT is on
a machine within the firewall, and I have been trying to figure out how to
have email forwarded from the outside email server, through the firewall,
and into RT.  Does anyone have this configuration, or any suggestions?



Munchy




From tdehesse at uts.edu.au  Wed May 29 22:12:40 2002
From: tdehesse at uts.edu.au (Teo de Hesselle)
Date: Thu, 30 May 2002 12:12:40 +1000
Subject: [rt-users] Numeric Login Names
Message-ID: <20020530021240.GC32356@dwarf.itd.uts.edu.au>

Hello All. 

We use enterprise wide LDAP authentication here. Recently, management has
said that all new staff are to use their staff number (e.g. 992348) as
their login names for all systems.

Unfortunately, this doesnt work for unix systems, so various kludges have
been devloped. 

It seems that RT also doesn't like numeric usernames either. 

Currently we're running a slightly hacked 2.0.8 (I added LDAP authentication
using a whole lot of our own perl infrastructure, and changed the UI
to work better with our workflow).

Has this been fixed in a more recent version? Has anyone got any great
ideas? I now have three users that can't use LDAP authentication (and I've
disabled the internal RT authentication)... 

Please help. 

  Regards,
 
  Teo.

-- 
Teo de Hesselle,                           "Do you think there's a God?"

Unix Systems Administrator,                "Well, SOMEbody's out to get me!"
University of Technology, Sydney.                      -- Calvin and Hobbs



From christian.hall at qwest.com  Thu May 30 16:13:50 2002
From: christian.hall at qwest.com (Hall, Christian N)
Date: Thu, 30 May 2002 16:13:50 -0400
Subject: [rt-users] rt2stats
Message-ID: <49F78F5E3F07D511818200508B5C78510664EDBC@BALNTEX001.qwest.net>


All:

	I am looking for the rt2stats package. If anyone has a link or of a
known site that would be great.
	TIA for all your help