From mlists at dzn.no-ip.org Tue Nov 26 11:49:02 2002 From: mlists at dzn.no-ip.org (Jamie Crookes) Date: Tue, 26 Nov 2002 16:49:02 -0000 Subject: [rt-users] Web Interface displays as code Message-ID: <000801c2956b$b9426250$0400a8c0@swiss> Hi There, Can anyone help with this little problem. I am sure it is something simple, maybe permissions problem, but, when I go to the RT url it displays the page below as code. I have compiled in mod_perl to apache 1.3.26 and all went well, all module deps were also met with make fixdeps and make testdeps reports nothing out of place. See Beow:---- <& /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'}; } Advice greatly appreciated. Jamie Crookes -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt-users at mjch.net Fri Nov 1 00:56:54 2002 From: rt-users at mjch.net (Malcolm Herbert) Date: Fri, 1 Nov 2002 16:56:54 +1100 Subject: [rt-users] NetBSD 1.5.2 install of rt2 In-Reply-To: References: <20021029051711.GF11948@fastmail.fm> Message-ID: <20021101055653.GA20337@fastmail.fm> On Tue, Oct 29, 2002 at 07:38:54PM +0100, Bruce Campbell wrote: |On Tue, 29 Oct 2002, Malcolm Herbert wrote: |> hmmm ... I tried it and got the following: |> |> | Creating system user...done. | |Looks like it partially completed, so then you have oddities your perl |libraries in. | |> |Database handle destroyed without explicit disconnect at /usr/pkg/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 222. | |You might want to confirm that you have the latest and greatest |SearchBuilder installed (and perl mysql libs), but also whether the Users |rows for SystemUser and Nobody have been created in SQL as per the |suggested data in the etc directory. (or you could insert them yourself). OK, I seem to have gotten insertdata running and the web interface is up too. I had difficulty in creating a new user for myself, but managed to hack that from the SQL backend (I like being able to do that) however I don't seem to be able to see any queues in the web interface - I can see the general queue using rtadmin --list-queues, however it doesn't appear in the queue drop-down for some reason ... any ideas? -- Malcolm Herbert This brain intentionally mjch at mjch.net left blank From rt-users at mjch.net Fri Nov 1 01:11:30 2002 From: rt-users at mjch.net (Malcolm Herbert) Date: Fri, 1 Nov 2002 17:11:30 +1100 Subject: [rt-users] NetBSD 1.5.2 install of rt2 In-Reply-To: <20021101055653.GA20337@fastmail.fm> References: <20021029051711.GF11948@fastmail.fm> <20021101055653.GA20337@fastmail.fm> Message-ID: <20021101061129.GB20337@fastmail.fm> On Fri, Nov 01, 2002 at 04:56:54PM +1100, Malcolm Herbert wrote: |OK, I seem to have gotten insertdata running and the web interface is |up too. I had difficulty in creating a new user for myself, but managed |to hack that from the SQL backend (I like being able to do that) however |I don't seem to be able to see any queues in the web interface - I can |see the general queue using rtadmin --list-queues, however it doesn't |appear in the queue drop-down for some reason ... any ideas? with a bit of tweaking I answered my own question ... thanks anyway ... -- Malcolm Herbert This brain intentionally mjch at mjch.net left blank From pape-rt at inf.fu-berlin.de Fri Nov 1 03:04:04 2002 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Fri, 01 Nov 2002 09:04:04 +0100 Subject: [rt-users] Split Ticket In-Reply-To: <200210291455.JAA11893@frito> References: <200210291455.JAA11893@frito> Message-ID: <2147483647.1036141443@[10.0.255.35]> Hello, --On Dienstag, 29. Oktober 2002 9:55 Uhr -0500 Tony Aiuto wrote: > > I need a feature that will let me split a ticket into N > tickets. We often get bug reports that are 2 or more > separate issues. What I would like to do is copy > all the data from the original ticket into the new > tickets. Then the support staffer doing the split > can edit the subject and content on each to divide > the problems. Ideally, if you ask to split into > 3 tickets, you should get 3 popup dialogs which > present the subject and text of the original > so that you can edit them down as a single process. I would like to follow up with an extended szenario of this I have in mind: It would be nice, if you not only can split a ticket but "fork" it in the following way: For a given ticket, have a button (or sth. equivalent) to create a number n of child tickets on which the original ticket depends. This child tickets might start wih the same data of the original ticket, but that should be extendable. The original ticket will be set to stalled and the created tickets to new. If all of the created tickets are resolved, the original ticket's status should automatically change to "open" again and so reappear in the list of the owner, who can then decide whether it is resolved now or not. If some correspondance is added to one of the resolved child tickets not only the child ticket should be reopened but also the original parent ticket. As Stucki (stucki at math.fu-berlin.de) has written in another followup in this thread, we could spend some time here to contribute to this issue, if there were some hints, in which directions to go. My scenario do not only affect data-representation or -presentation but buisiness logic, so I am not sure how to find the correct hooks for patching. Any tips? Best Regards, Dirk. -- Dr. Dirk Pape (Leiter des Rechnerbetriebs) FB Mathematik und Informatik der FU-Berlin Takustr. 9, 14195 Berlin Tel. +49 (30) 838 75143, Fax. +49 (30) 838 75190 From pape-rt at inf.fu-berlin.de Fri Nov 1 03:15:42 2002 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Fri, 01 Nov 2002 09:15:42 +0100 Subject: [rt-users] Making RT invisible - changing subject lines In-Reply-To: <20021101000505.GM32095@pallas.fsck.com> References: <200210312047.PAA25478@frito> <20021101000505.GM32095@pallas.fsck.com> Message-ID: <2147483647.1036142142@[10.0.255.35]> --On Donnerstag, 31. Oktober 2002 19:05 Uhr -0500 Jesse Vincent wrote: > I've actually pondered this in the past. I even almost implemented it. > But I've become more and more convinced that it will result in the > wrong thing happening often enough to become a major pain in the ass. > >> There could be many problems. For example, a customer >> who never actually creates a new message when submitting a >> ticket, but rather replies to an old, dead ticket and replaces >> the subject. That works in RT as designed, but would break >> with the In-Reply-To parsing. > > Also, don't forget all those mail clients which don't include > refers-to or in-reply-to headers, like /bin/mail and SMS gateways. Yes, Exchange for instance does not use In-Reply-To and Reference headers. And also don't forget that some users are not aware of any threading feature. They just reuse an answer from RT, reply-to it, and change the subject to issue a new request. In this case you have to unmerge a ticket in RT to identifie the new request, which seems to be extremely complicated. Regards, Dirk. -- Dr. Dirk Pape (Leiter des Rechnerbetriebs) FB Mathematik und Informatik der FU-Berlin Takustr. 9, 14195 Berlin Tel. +49 (30) 838 75143, Fax. +49 (30) 838 75190 From smylers at gbdirect.co.uk Fri Nov 1 04:46:10 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Fri, 1 Nov 2002 09:46:10 +0000 (GMT) Subject: [rt-users] Making RT invisible - changing subject lines In-Reply-To: <1036096947.3dc195b3389cb@webmail.tufts.edu> Message-ID: Yesterday Sheeri Kritzer wrote: > If the subject line is that offensive, I'd suggest changing the order > of the subject line, so instead of > > [RT tag] subject > > you have > > subject [RT tag] > > and then that's nicer to read. That's one of the first changes I made here. I don't think recipients are too perplexed by having something extra at the end of the subject line. It seems to work quite well, but some mailers break long subject lines. Sometimes this can be at the space character that immediately precedes the # in the tag. (There's a fix for this that involves tweaking a regexp somewhere, but I can't remember it right now.) If you're interested in how to do this, I posted details to this list in approximately March this year. Smylers -- GBdirect http://www.gbdirect.co.uk/ From smylers at gbdirect.co.uk Fri Nov 1 07:01:06 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Fri, 1 Nov 2002 12:01:06 +0000 (GMT) Subject: [rt-users] Merging and Replies In-Reply-To: <20021029045301.B3199@rosies-dumplings.co.uk> Message-ID: On Tuesday Geoff Richards wrote: > On Mon, Oct 28, 2002 at 09:21:37PM -0700, Sera wrote: > > > Example, our news server crashes and we get 5 email asking why they > > can't reach it. I want to merge them all into one message so that I > > can send a reply as to the damage, and later a reply saying it's > > back up. > > > > If I merge them now, send out the explanation, and a user replies, it goes > > to all users. I don't want this to become a mailing list for many > > reasons.. > > > > So I want the reply to just come to our email address, and not go to > > others. However, if I remove them as requestors, I lose the ability > > to send out the Mass reply when it's back up. > > > > Is there a way to create a setup that allows this usage? Thanks in > > advance. > > I don't think there's a way to do exactly what you want, It could be done with some scrips cooked up for just that purpose. Firstly you need to make sure that you never give out requestors' addresses to each other. Currently RT::Action::Notify will put all requestors in the To: header, anybody could choose the 'reply to all' function in her/his mailer and spam the other people. This couldn't happen if the addresses were put in the Bcc: header. There are circumstances at the moment where RT::Action::Notify uses Bcc: for some people -- not requestors, but it'd be a simple change to make. The second problem comes from a scrip such as: OnCorrespond Notify Requestors If one of your requestors replies to the ticket, all the other requestors will get mailed. (And if you don't have such a scrip, you won't be able to mail them in the first place.) So you need to be able to distinguish you sending correspondence from requestors doing so. You could have a scrip that looked to see whether a message's author is internal (has a particular format of e-mail address, or has particular 'RT' permissions), or it's possible that just distinguishing how the message was sent would be sufficient (web interface: distribute to everybody; e-mail: don't propagate to requestors). Look in contrib for scrips that'll help you make this distinction. > but the way we address a similar issue is to have a 'parent' ticket > with all the individual ones as children. Having said that what Sera wants is possible, Qef's advice is still probably saner. Since these are separate requests, it makes sense to keep them as separate tickets, but operate on them together. > You can do a search for the children and reply to all of them at once The bulk 'update all these tickets at once' feature will also allow you to make other changes, such as resolving them all together too. > Of course, this is a lot of work to manage The bulk update link is available for processing tickets listed in search results, but there isn't an easy way of searching for tickets by relationships. To deal with this I'm thinking of adding a 'child bulk update' link to the display of parent tickets. Basically if a ticket has children then as well as listing them it provides a link which will go to the bulk update screen with the child tickets as the ones to be bulk-updated. If I get round to this, I'll post to the list. Smylers -- GBdirect http://www.gbdirect.co.uk/ From tony at ics.com Fri Nov 1 09:51:22 2002 From: tony at ics.com (Tony Aiuto) Date: Fri, 1 Nov 2002 09:51:22 -0500 Subject: [rt-users] Split Ticket Message-ID: <200211011451.JAA28064@frito> On 01 Nov 2002 09:04:04 +0100, Dirk Pape wrote: >--On Dienstag, 29. Oktober 2002 9:55 Uhr Tony Aiuto wrote: >>I need a feature that will let me split a ticket into >>N tickets. ... copy all the data from the original ticket >>into the new tickets. Then ... edit the subject and content >>on each to divide the problems. Ideally, if you ask to split >>into 3 tickets, you should get 3 popup dialogs which present >>the subject and text of the original so that you can edit them >>down as a single process. >[dirk] >I would like to follow up with an extended szenario of this I have in mind: >It would be nice, if you not only can split a ticket but "fork" it in the >following way: >For a given ticket, have a button (or sth. equivalent) to create a number n >of child tickets on which the original ticket depends. This child tickets >might start wih the same data of the original ticket, but that should be >extendable. > >The original ticket will be set to stalled and the created tickets to new. Yes. I think that's useful as well. Sometimes it's simply independent requests in one ticket, and it's a split. Other times it's a few related things that all must be completed before the requestor is happy. >If all of the created tickets are resolved, the original ticket's status >should automatically change to "open" again and so reappear in the list of >the owner, who can then decide whether it is resolved now or not. > >If some correspondance is added to one of the resolved child tickets not >only the child ticket should be reopened but also the original parent >ticket. That sounds like it would work. >As Stucki (stucki at math.fu-berlin.de) has written in another followup in >this thread, we could spend some time here to contribute to this issue, if >there were some hints, in which directions to go. >My scenario do not only affect data-representation or -presentation but >buisiness logic, so I am not sure how to find the correct hooks for >patching. As my original post said, I need this feature. Some intial replies pointed me at a Clone feature posted in the list last year some time. Thank you for that pointer, but it did not really do what I needed, so I've been implementing it myself. Here's where I am in the design/implementation I've added an OnSplit condition. This is important for me because I want to send an email saying. "We split your request into several parts. This is the Ticket # for this new part...". This has deep interactions with the transaction history. - we don't want a split to trigger an OnCreate condition. That would send the wrong mail in most cases. - I want the newly created tickets to have a create event in the history, otherwise all the places in the code which check for Create events have to check for Create or Split. That ripple would be bad. - I would like the original ticket to have a transaction record which says 'Split into ticket M' and the new ticket to have one which says 'Split from ticket N". The OnSplit event should only be fired from the context of the new ticket. I'm playing with several ways to do this, none of which I'm particularly happy with yet. What I'm about to try is adding new transaction types for Split & Fork, mostly so that there are good markers in the history. The question now is if there should be two distinct conditions for Split/Fork, or if one suffices. Either way, there is probably something special about the condition, because a split will cause a transaction in both the original and new ticket histories. I only want on condition to be triggered. I welcome philosophical input on this issue. Rather than popup-dialogs (as I said in my first post), I'm building a Split.html page. It will display the ticket subject and the content of the creation transaction. Below that it displays them again, as editable fields, but labeled to indicate that they belong to the new ticket. You change the subject and content as appropriate and press submit. You get the page again, but with the addition of the split out ticket (non-editable) and the links to the original or split ticket. This should make it fairly easy to to a bunch of splits in a row. I think I could incorporate Dirk's suggestion on the same page. Instead of 'Submit' there would be separate buttons for 'Split' and 'Fork'. Any other ideas and suggestions would be welcome. -tony From JSatterfield at ciphergen.com Fri Nov 1 13:05:53 2002 From: JSatterfield at ciphergen.com (James Satterfield) Date: Fri, 1 Nov 2002 10:05:53 -0800 Subject: [rt-users] NotifyWithAttach and CCs Message-ID: How do I create a scrip action like NotifyAllWatchersWithAttach that will send attachments to addresses added on the CC line? James. From rob at hooft.net Fri Nov 1 15:32:41 2002 From: rob at hooft.net (Rob Hooft) Date: Fri, 01 Nov 2002 21:32:41 +0100 Subject: [rt-users] Merging and Replies References: Message-ID: <3DC2E4E9.3080505@hooft.net> Smylers wrote: > The second problem comes from a scrip such as: > > OnCorrespond Notify Requestors > > If one of your requestors replies to the ticket, all the other > requestors will get mailed. (And if you don't have such a scrip, you > won't be able to mail them in the first place.) So you need to be able > to distinguish you sending correspondence from requestors doing so. How about making the "From" address for a correspondence the "-comment" address for the queue? That way the replies don't get out to any other requestors. Rob -- Rob W.W. Hooft || rob at hooft.net || http://www.hooft.net/people/rob/ From vbhatia at lbl.gov Fri Nov 1 17:10:14 2002 From: vbhatia at lbl.gov (Vik Bhatia) Date: Fri, 01 Nov 2002 14:10:14 -0800 Subject: [rt-users] Threading In Tickets Message-ID: <3DC2FBC6.7030206@lbl.gov> When someone replies to an email, the original sender's response is included with it and winds up in the ticket Here's an example, On Fri, Aug 16, 2002 at 01:22:32PM +1000, Edwin Groothuis wrote: > On Thu, Aug 15, 2002 at 10:12:40PM -0500, Will Andrews wrote: > > On Thu, Aug 15, 2002 at 08:43:24PM -0400, Paul Pathiakis wrote: > > > will it be possible for ports to support a bug tracking > > > system? I have a lot of my linux friends that are starting > > > to move more and more of their commercial bug tracking systems > > > to Request Tracker: > > > > > > http://www.bestpractical.com/rt > > > > > > All of them are swearing by it and I'm hoping ports will adopt it....main > > > reason is that I'm trying to open a company in the next 6 months and plan to > > > use it...on FreeBSD of course. > > > > That'll only happen if there is a way to migrate the GNATS > > database to RT. If that's possible for a given bug tracking > > system, then FreeBSD will most likely consider it seriously. > > Otherwise, it's too much trouble to bother. > > No no, what he is asking for is a port of Request Tracker in the > FreeBSD ports collection. Is there a way to parse the email such that *only* the new content that someone added to the email gets recorded as a transaction in RT? Thannks for your help! From map at eecs.berkeley.edu Fri Nov 1 17:25:39 2002 From: map at eecs.berkeley.edu (Mike Patterson) Date: Fri, 01 Nov 2002 14:25:39 -0800 Subject: [rt-users] Re: How to make rt invisible Message-ID: <3DC2FF63.6050302@eecs.berkeley.edu> A summary of how I made RT "invisible" or at least my version of it in case someone would like to use this. (Attempts to make my language RT jargon correct in response to a A.H. I mean AU member ;-) ) _What I want_: no AutoreplyToRequestors OnCreate (don't automatically send email) or stamp tickets #'s on email from WebRT correspondence. _Why_: I want to start using the system now, but not have everyone who answers our mail buy into the system yet. People are used to doing it their own way and resistent to change. _Disadvantages_: While "reply" from WebRT interface will appropriately insert an update to the ticket, email replies to already open tickets will create new tickets instead of updating existing ones (since they don't know what ticket to update). Some discussion of workarounds for this have been discussed on this thread. _How To_ 1) First turn off AutoReply: From WebRT choose Configuration->Global->Scrips and check to delete " OnCreate AutoreplyToRequestors with template Autoreply" 2) Modify /path/to/rt/lib/RT/Action/SendEmail.pm Changed SendEmail.pm not to remove "via RT" in the From Header lines 296-278 # TODO: this "via RT" should really be site-configurable. # $self->SetHeader('From', "\"$friendly_name via RT\" <$replyto>"); $self->SetHeader('From', "\"$friendly_name\" <$replyto>"); Changed SendEmail.pm to not stamp Ticketing info (by changing value of $tag) lines 447-450 sub SetSubjectToken { my $self=shift; # my $tag = "[$RT::rtname #".$self->TicketObj->id."]"; my $tag = "RE: "; Then I restarted the apache server. From grant at wolfram.com Fri Nov 1 18:00:00 2002 From: grant at wolfram.com (Grant DeGraw) Date: Fri, 1 Nov 2002 17:00:00 -0600 (CST) Subject: [rt-users] 'MergedInto' rows in Links table Message-ID: In the mysql database for my 2.0.11 install, I've got 439 rows in the Links table where Type is 'MergedInto'. For all but 8 rows, Target is the same as Base and LocalTarget is the same as LocalBase. Since merging works correctly, I assume these rows are completely ignored. So why are they there in the first place? It's also odd that 8 rows somehow were set correctly, but all the rest weren't... -Grant From seph at commerceflow.com Sat Nov 2 01:53:58 2002 From: seph at commerceflow.com (seph) Date: 01 Nov 2002 22:53:58 -0800 Subject: [rt-users] samba and rt? In-Reply-To: <20021030220449.GX6595@yeti.qsent.com> References: <20021030220449.GX6595@yeti.qsent.com> Message-ID: > I have been asked to get our RT2 installation to use samba for > authentication. I couldn't find anything in the places I know where to > look...google and bestpractical. Is doing such a thing preposterous? Well, it's easy, and at least passably documented. You set RT's $WebExternalAuth, and you use one many ways to get apache to auth against smb. You can even autocreate users, though it takes a bit of code. if you don't want to much about writing code, look for my code snippet. it creates the function WebExternalAutoInfo seph From dwarner at ctinetworks.com Sat Nov 2 14:35:48 2002 From: dwarner at ctinetworks.com (Douglas E. Warner) Date: Sat, 2 Nov 2002 15:35:48 -0400 Subject: [rt-users] Promblems using URI2HTTP Message-ID: <200211021435.48738.dwarner@ctinetworks.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 So, I've read about this wonderful variable named 'URI2HTTP' that will allow me to link to far-away websites and do magic things; but I can't make it work. Besides http, https, and ftp which were aleady in config.pm, I can't get any of the others to work (or see them fail, for that matter). I'm trying to add a 'wiki' link currently, but plan to move on to add 'cktid' (circuit id) and others. Here is my current URI2HTTP: %URI2HTTP= ( 'http' => sub {return @_;}, 'https' => sub {return @_;}, 'ftp' => sub {return @_;}, 'wiki' => sub { return @_; }, # 'wiki' => sub { @_ =~ |wiki://(\S+)|i; return "http://url.to.wiki.com/wiki/index.cgi?$1"; }, 'fsck.com-rt' => sub {warn "stub!";}, 'mozilla.org-bugzilla' => sub {warn "stub!"}, 'fsck.com-kb' => sub {warn "stub!"} ); As you can see, I've commented out the 'real' wiki link until I figure it out, and was using a 'fake' wiki link similar to ftp and http - but even this one fails (to create a link, that is - no error in my logs). Even linking to a false protocol doesn't create a warning as it should (in RT::Link.pm->AsHREF()) and putting 'fsck.com-rt://stuff' in my ticket won't make a 'stub!' warning either. Thanks for any help or examples on the 'correct' way to get this work. I'm using rt 2.0.13, in case it matters - and I am restart-ing (not reload or graceful) httpd to get config changes to take - if this is wrong, let me know. - -Doug - -- Douglas E. Warner Network Engineer CTI/PAdotNET http://ctinetworks.com +1 717 975 9000 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.0.6 (GNU/Linux) Comment: For info see http://www.gnupg.org iD8DBQE9xCkUJV36su0A0xIRAsrpAKCGvsktI6/62NCVJZ07IWoh9+ernQCffDom dpqqNc0Bjd/2MV8Grh3w2h4= =4Bpn -----END PGP SIGNATURE----- From dpuryear at usa.net Sun Nov 3 00:24:19 2002 From: dpuryear at usa.net (Dustin Puryear) Date: Sat, 02 Nov 2002 23:24:19 -0600 Subject: [rt-users] Using RT to track system changes.. Message-ID: <5.1.0.14.0.20021102231642.01db3268@mail.puryear-it.com> We are looking at RT for use in both tracking client and internal technical issues as well as tracking changes that we make to systems. The first use is obviously what RT was designed to do. As for tracking system changes, that is another matter altogether. Essentially, we would like to have a standardized system whereby when we make a change to a server, be it UNIX or Windows, we can either send an email or submit a change entry via the web to a database. I'm thinking that we can RT for just this. Has anyone done anything like this? How did this work out for you? Have you used any other software to do something like this? If so, what? Right now we use a combination of high-level management logs (ie., installed LDAP service for...) in a spreadsheet for each client down to system-level change logs (ie., chmod xxx to file xyz so that..) via a local script on each machine that dumps to a text file. This works, but isn't scaling very well. I'd like something that is searchable, allows comments, file uploads, and so forth. RT does all this, but isn't really designed for it. So, there may be issues I'm thinking. One thing I would like to see is a way for one of us to send an email through rt-mailgate that creates a closed ticket item. Say, a tech. sends mail to clientname-change at example.com and then rt adds this item to the queue clientname-changes as a closed ticket. (Alternatively, we could just periodically go through all tickets for queue clientname-changes and resolve them.) Does this sound viable? I'm thinking we would then have a nice, searchable database of changes made to systems that can be added to via a webpage or email. Any further ideas or suggestions on this idea? I doubt this is too original, so if anyone else has done this, please step forward! Regards, Dustin --- Dustin Puryear Puryear Information Technology Windows, UNIX, and IT Consulting http://www.puryear-it.com From ges+lists at wingfoot.org Sun Nov 3 13:30:52 2002 From: ges+lists at wingfoot.org (Glenn Sieb) Date: Sun, 03 Nov 2002 13:30:52 -0500 Subject: [rt-users] Using RT to track system changes.. In-Reply-To: <5.1.0.14.0.20021102231642.01db3268@mail.puryear-it.com> Message-ID: <5.1.1.6.0.20021103131257.0333ee90@mail.wingfoot.org> At 11:24 PM 11/2/2002 -0600, Dustin Puryear wrote: >We are looking at RT for use in both tracking client and internal >technical issues as well as tracking changes that we make to systems. The >first use is obviously what RT was designed to do. As for tracking system >changes, that is another matter altogether. Essentially, we would like to >have a standardized system whereby when we make a change to a server, be >it UNIX or Windows, we can either send an email or submit a change entry >via the web to a database. I'm thinking that we can RT for just this. Hi Dustin, This is what we do at Lumeta: My mentor and co-worker, Tom Limoncelli, set up our systems to use Makefiles a lot. So we make changes to files like named.conf-master and dhcpd.conf and such, and do a make which then (if necessary) builds the actual live conf files or such, and checks things into RCS. I don't see why you couldn't do things like send an email to an RT queue with a copy of the file you just edited, or even something more advanced by tagging along the "diff" version of the RCS checked-in code, or what-have-you.... We run FreeBSD, so RCS is built-in--nothing says that CVS wouldnt' work! :) One of the big things I've learned from Tom--Automate! Automate! Automate! If you have to do it once, it's a pain. If you have to do it twice, it's worth writing a script for! :) Here's an example Makefile I use on my own personal server (remembering that tabs are necessary in Makefiles...): $ cat /etc/Makefile all: postfixstuff dnsstuff postfixstuff: /etc/postfix/transport.db /etc/postfix/aliases.db /etc/postfix/relocated.db /usr/local/mailman/aliases/aliases.mailman.db /etc/postfix/aliases.db: /etc/postfix/aliases ci -q -l -mAliases\ update /etc/postfix/aliases newaliases /usr/local/mailman/aliases/aliases.mailman.db: /usr/local/mailman/aliases/aliases.mailman ci -q -l -mMailman\ Aliases\ Update /usr/local/mailman/aliases/aliases.mailman newaliases /etc/postfix/transport.db: /etc/postfix/transport ci -q -l -mPostfix\ Transport\ Update /etc/postfix/transport postmap /etc/postfix/transport /etc/postfix/relocated.db: /etc/postfix/relocated ci -q -l -mPostfix\ Relocated\ Update /etc/postfix/relocated postmap /etc/postfix/relocated dnsstuff: (cd /chroot/named/etc/namedb && make ) You can always add something along these lines to each of the above: mail -s "Postfix Aliases updated" help at yourdomain.tld < /etc/postfix/aliases Hope this helps, Glenn --- The original portions of this message are the copyright of the author (c)1998-2002 Glenn E. Sieb. ICQ UIN: 300395 IRC Nick: Rainbear "Religion is for those who do what they are told regardless of what is right. Spirituality is for those who do what is right regardless of what they are told." -- unattributed From dpuryear at usa.net Sun Nov 3 14:54:37 2002 From: dpuryear at usa.net (Dustin Puryear) Date: Sun, 03 Nov 2002 13:54:37 -0600 Subject: [rt-users] Using RT to track system changes.. Message-ID: <5.1.0.14.0.20021103135433.01e17e08@pop.netaddress.com> At 01:30 PM 11/3/2002 -0500, you wrote: >At 11:24 PM 11/2/2002 -0600, Dustin Puryear wrote: >>We are looking at RT for use in both tracking client and internal >>technical issues as well as tracking changes that we make to systems. The >>first use is obviously what RT was designed to do. As for tracking system >>changes, that is another matter altogether. Essentially, we would like to >>have a standardized system whereby when we make a change to a server, be >>it UNIX or Windows, we can either send an email or submit a change entry >>via the web to a database. I'm thinking that we can RT for just this. > >Hi Dustin, > >This is what we do at Lumeta: > >My mentor and co-worker, Tom Limoncelli, set up our systems to use >Makefiles a lot. So we make changes to files like named.conf-master and >dhcpd.conf and such, and do a make which then (if necessary) builds the >actual live conf files or such, and checks things into RCS. I don't see >why you couldn't do things like send an email to an RT queue with a copy >of the file you just edited, or even something more advanced by tagging >along the "diff" version of the RCS checked-in code, or what-have-you.... >We run FreeBSD, so RCS is built-in--nothing says that CVS wouldnt' work! :) Glenn, we do indeed use RCS quite a bit already on the UNIX systems that we manage. However, you forget that we mentioned more than UNIX systems, so this style of managing configuration changes can only be applied to some of the systems we manage. (Unless RCS now works with the Windows Registry? :) We wanted a system that works with everything, so we decided to see what RT could do for us. We will continue to use RCS on UNIX systems, and have in fact considered sending rcsdiff output to RT whenever a change is made with comments. Thanks for the quick reply! Regards, Dustin --- Dustin Puryear Puryear Information Technology Windows, UNIX, and IT Consulting http://www.puryear-it.com From sheeri.kritzer at tufts.edu Sun Nov 3 16:10:20 2002 From: sheeri.kritzer at tufts.edu (Sheeri Kritzer) Date: Sun, 03 Nov 2002 16:10:20 -0500 Subject: [rt-users] Split Ticket In-Reply-To: <20021031235503.GA18729@petzval.math.fu-berlin.de> References: <200210291455.JAA11893@frito> <20021031235503.GA18729@petzval.math.fu-berlin.de> Message-ID: <1036357820.3dc590bc8a46f@webmail.tufts.edu> I'd suggest a different way of thinking about it. We have an idea for the concept of "birthing" tickets -- that is, taking a parent ticket and "birthing" a child ticket which already has some info in it (ie, who is the parent). I can imagine that some of the default info might be the same, like "subject" and maybe even text. Basically, I can imagine that happening by combining the features of "comment"ing on a message and creating a new ticket -- you click a "birth a new ticket" button from one of the parts of a ticket (links?), and you get the "create a new ticket" screen, where the queue, initial body, subject, parent and requestor are already filled in for you (which you can modify). My imagination is much better than my perl skills, unfortunately. The people who've actually developed for RT can illuminate whether or not my idea is pure fantasy or a good framework. -Sheeri Kritzer Systems Administrator University Systems Group Tufts University 617-627-3925 sheeri.kritzer at tufts.edu Quoting "Chr. von Stuckrad" : > On Tue, Oct 29, 2002 at 09:55:22AM -0500, Tony Aiuto wrote: > > I need a feature that will let me split a ticket into N > > tickets. We often get bug reports that are 2 or more > > separate issues. What I would like to do is copy > > all the data from the original ticket into the new > > tickets. > > 'Funny coincidence', we (staff at math...) were talking > about nearly the same Idea a few days ago, but so far > only about 'copying the currently viewed ticket into a > new one'. So the 'staffer' would have to do this a few > more times in cases of 'more multi multi-issue'-tickets. > > My *Idea* (no realisation yet) was so far just to > duplicate the workings of the button for 'new ticket' > and I did hope it will be possible to get/insert > all the necessary parts into the new ticket.. > (And than hit 'back' often enough, and do it again). > > Can somebody knowledeable give me hint whether this > is a good direction to start (and by this also start > top learn how adapt RT to our local needs :-) > > Stucki > > > -- > Christoph von Stuckrad * * |nickname |\ > Freie Universitaet Berlin |/_*|'stucki' |Tel(days):+49 30 838-75 459| > Fachbereich Mathematik, EDV|\ *|if online|Tel(else):+49 30 77 39 6600| > Arnimallee 2-6/14195 Berlin* * |on IRCnet|Fax(alle):+49 30 838-75454/ > _______________________________________________ > 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 Sun Nov 3 19:03:35 2002 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 4 Nov 2002 10:03:35 +1000 Subject: [rt-users] NotifyWithAttach and CCs In-Reply-To: References: Message-ID: <20021104000335.GL445@luggage.internal.moreton.com.au> James Satterfield wrote: > How do I create a scrip action like NotifyAllWatchersWithAttach that will > send attachments to addresses added on the CC line? Something like the attached script should create a suitable ScripAction for you. (Untested, use at own risk, etc.) -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances -------------- next part -------------- A non-text attachment was scrubbed... Name: insert_action_NotifyOtherRecipientsWithAttach.pl Type: application/x-perl Size: 1465 bytes Desc: not available URL: From pdh at snapgear.com Sun Nov 3 19:06:04 2002 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 4 Nov 2002 10:06:04 +1000 Subject: [rt-users] Threading In Tickets In-Reply-To: <3DC2FBC6.7030206@lbl.gov> References: <3DC2FBC6.7030206@lbl.gov> Message-ID: <20021104000604.GM445@luggage.internal.moreton.com.au> Vik Bhatia wrote: > Is there a way to parse the email such that *only* the new content that > someone added to the email gets recorded as a transaction in RT? That could be really ugly if someone intersperses their reply with quoted text. Having said that, this would be best done outside of RT using some kind of filter invoked between your MTA and rt-mailgate. -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From plasmaball at pchome.com.tw Sun Nov 3 10:30:46 2002 From: plasmaball at pchome.com.tw (plasma) Date: Sun, 3 Nov 2002 23:30:46 +0800 Subject: [rt-users] Split Ticket In-Reply-To: <200210291455.JAA11893@frito> References: <200210291455.JAA11893@frito> Message-ID: <20021103153046.GA1976@plasmanb.plasma.idv.tw> On Tue, Oct 29, 2002 at 09:55:22AM -0500, Tony Aiuto wrote: > I need a feature that will let me split a ticket into N > tickets. We often get bug reports that are 2 or more > separate issues. What I would like to do is copy > all the data from the original ticket into the new > tickets. Then the support staffer doing the split > can edit the subject and content on each to divide > the problems. Ideally, if you ask to split into > 3 tickets, you should get 3 popup dialogs which > present the subject and text of the original > so that you can edit them down as a single process. Why not just create N tickets, and each of them just says what should be done, and have original ticket depends on those N tickets? The link feature of RT is good enough. Once you've done this, it's just one click away to see the original ticket from children tickets, and vice versa. plasma ========================================================== PC home ?q?l?H?c?A????????: http://www.pchome.com.tw PC home Online ?????a?x?G?|?????@?A?x?W???j???J?f???? ========================================================== From rt-users at mjch.net Sun Nov 3 20:45:10 2002 From: rt-users at mjch.net (Malcolm Herbert) Date: Mon, 4 Nov 2002 12:45:10 +1100 Subject: [rt-users] other ways of getting to ticket history/mail Message-ID: <20021104014509.GC27983@fastmail.fm> ... does an IMAP interface exist? Would it be useful? I'm thinking that the ability to get at attachments and reply to mail might be easier done from an existing mail client rather than via a webform ... given that all the mail appears to be in the database already (from what little I've seen of it so far), then writing a read-only (or perhaps read/write) IMAP interface into it would be very very handy. thoughts? -- Malcolm Herbert This brain intentionally mjch at mjch.net left blank -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 186 bytes Desc: not available URL: From randy at psg.com Sun Nov 3 21:10:35 2002 From: randy at psg.com (Randy Bush) Date: Sun, 03 Nov 2002 18:10:35 -0800 Subject: [rt-users] startup user: web doubles url Message-ID: i can't get the admin interface. i believe a simple sympton to shoot is when i click logout, i get https://my.dom.ain/usr/local/rt2/WebRT/html/NoAuth/Logout.html and then Not Found The requested URL /usr/local/rt2/WebRT/html/NoAuth/Logout.html was \ not found on this server. if i use my browser to hack it down to https://my.dom.ain/NoAuth/Logout.html it works and logs me out (but then the next url is nuts). randy --- # $Header: /raid/cvsroot/rt/etc/config.pm,v 1.18 2002/07/13 04:00:53 jesse Exp $ package RT; # {{{ Base Configuration # $rtname the string that RT will look for in mail messages to # figure out what ticket a new piece of mail belongs to # Your domain name is recommended, so as not to pollute the namespace. # once you start using a given tag, you should probably never change it. # (otherwise, mail for existing tickets won't get put in the right place $rtname="rt.my.dom.ain"; # You should set this to your organization's DNS domain. For example, # fsck.com or asylum.arkham.ma.us. It's used by the linking interface to # guarantee that ticket URIs are unique and easy to construct. $Organization = "my.dom.ain"; # $user_passwd_min defines the minimum length for user passwords. Setting # it to 0 disables this check $MinimumPasswordLength = "5"; # $Timezone is used to convert times entered by users into GMT and back again # It should be set to a timezone recognized by your local unix box. $Timezone = 'US/Eastern'; # LogDir is where RT writes its logfiles. # This directory should be writable by your rt group $LogDir = "/usr/local/rt2/logs"; # }}} # {{{ Database Configuration # Database driver beeing used - i.e. MySQL. $DatabaseType="mysql"; # The domain name of your database server # If you're running mysql and it's on localhost, # leave it blank for enhanced performance $DatabaseHost="localhost"; # The port that your database server is running on. Ignored unless it's # a positive integer. It's usually safe to leave this blank $DatabasePort=""; #The name of the database user (inside the database) $DatabaseUser='rt_user'; # Password the DatabaseUser should use to access the database $DatabasePassword='i am not a complete idiot'; # The name of the RT's database on your database server $DatabaseName='rt'; # If you're using Postgres and have compiled in SSL support, # set DatabaseRequireSSL to 1 to turn on SSL communication $DatabaseRequireSSL=undef; # }}} # {{{ Incoming mail gateway configuration # OwnerEmail is the address of a human who manages RT. RT will send # errors generated by the mail gateway to this address. This address # should _not_ be an address that's managed by your RT instance. $OwnerEmail = 'root'; # If $LoopsToRTOwner is defined, RT will send mail that it believes # might be a loop to $RT::OwnerEmail $LoopsToRTOwner = 1; # If $StoreLoopss is defined, RT will record messages that it believes # to be part of mail loops. # As it does this, it will try to be careful not to send mail to the # sender of these messages $StoreLoops = undef; # $MaxAttachmentSize sets the maximum size (in bytes) of attachments stored # in the database. # For mysql and oracle, we set this size at 10 megabytes. # If you're running a postgres version earlier than 7.1, you will need # to drop this to 8192. (8k) $MaxAttachmentSize = 10000000; # $TruncateLongAttachments: if this is set to a non-undef value, # RT will truncate attachments longer than MaxAttachmentLength. $TruncateLongAttachments = undef; # $DropLongAttachments: if this is set to a non-undef value, # RT will silently drop attachments longer than MaxAttachmentLength. $DropLongAttachments = undef; # If $ParseNewMessageForTicketCcs is true, RT will attempt to divine # Ticket 'Cc' watchers from the To and Cc lines of incoming messages # Be forewarned that if you have _any_ addresses which forward mail to # RT automatically and you enable this option without modifying # "IsRTAddress" below, you will get yourself into a heap of trouble. # And well, this is free software, so there isn't a warrantee, but # I disclaim all ability to help you if you do enable this without # modifying IsRTAddress below. $ParseNewMessageForTicketCcs = undef; # IsRTAddress is used to make sure RT doesn't add itself as a ticket CC if # the setting above is enabled. sub IsRTAddress { my $address = shift; # Example: the following rule would tell RT not to Cc # "tickets at noc.example.com" # return(1) if ($address =~ /^tickets\@noc.example.com$/i); return(undef) } # CanonicalizeAddress converts email addresses into canonical form. # it takes one email address in and returns the proper canonical # form. You can dump whatever your proper local config is in here sub CanonicalizeAddress { my $email = shift; # Example: the following rule would treat all email # coming from a subdomain as coming from second level domain # foo.com #$email =~ s/\@(.*).foo.com/\@foo.com/; return ($email) } # If $LookupSenderInExternalDatabase is defined, RT will attempt to # verify the incoming message sender with a known source, using the # LookupExternalUserInfo routine below $LookupSenderInExternalDatabase = undef; # If $SenderMustExistInExternalDatabase is true, RT will refuse to # create non-privileged accounts for unknown users if you are using # the "LookupSenderInExternalDatabase" option. # Instead, an error message will be mailed and RT will forward the # message to $RTOwner. # # If you are not using $LookupSenderInExternalDatabase, this option # has no effect. # # If you define an AutoRejectRequest template, RT will use this # template for the rejection message. $SenderMustExistInExternalDatabase = undef; # LookupExternalUserInfo is a site-definable method for synchronizing # incoming users with an external data source. # # This routine takes a tuple of EmailAddress and FriendlyName # EmailAddress is the user's email address, ususally taken from # an email message's From: header. # FriendlyName is a freeform string, ususally taken from the "comment" # portion of an email message's From: header. # # It returns (FoundInExternalDatabase, ParamHash); # # FoundInExternalDatabase must be set to 1 before return if the user was # found in the external database. # # ParamHash is a Perl parameter hash which can contain at least the following # fields. These fields are used to populate RT's users database when the user # is created # # EmailAddress is the email address that RT should use for this user. # Name is the 'Name' attribute RT should use for this user. # 'Name' is used for things like access control and user lookups. # RealName is what RT should display as the user's name when displaying # 'friendly' names sub LookupExternalUserInfo { my ($EmailAddress, $RealName) = @_; my $FoundInExternalDatabase = 1; my %params = {}; #Name is the RT username you want to use for this user. $params{'Name'} = $EmailAddress; $params{'EmailAddress'} = $EmailAddress; $params{'RealName'} = $RealName; # See RT's contributed code for examples. # http://www.fsck.com/pub/rt/contrib/ return ($FoundInExternalDatabase, %params); } # }}} # {{{ Outgoing mail configuration # RT is designed such that any mail which already has a ticket-id associated # with it will get to the right place automatically. # $CorrespondAddress and $CommentAddress are the default addresses # that will be listed in From: and Reply-To: headers of correspondence # and comment mail tracked by RT, unless overridden by a queue-specific # address. $CorrespondAddress='RT::CorrespondAddress.not.set'; $CommentAddress='RT::CommentAddress.not.set'; #Sendmail Configuration # $MailCommand defines which method RT will use to try to send mail # We know that 'sendmailpipe' works fairly well. # If 'sendmailpipe' doesn't work well for you, try 'sendmail' # # Note that you should remove the '-t' from $SendmailArguments # if you use 'sendmail rather than 'sendmailpipe' $MailCommand = 'sendmail'; # $SendmailArguments defines what flags to pass to $Sendmail # assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand above. # If you picked 'sendmailpipe', you MUST add a -t flag to $SendmailArguments # These options are good for most sendmail wrappers and workalikes $SendmailArguments="-oi"; # These arguments are good for sendmail brand sendmail 8 and newer #$SendmailArguments="-oi -t -ODeliveryMode=b -OErrorMode=m"; # If you selected 'sendmailpipe' above, you MUST specify the path # to your sendmail binary in $SendmailPath. # !! If you did not # select 'sendmailpipe' above, this has no effect!! $SendmailPath = "/usr/sbin/sendmail"; # RT can optionally set a "Friendly" 'To:' header when sending messages to # Ccs or AdminCcs (rather than having a blank 'To:' header. # This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL # If you are using sendmail, rather than postfix, qmail, exim or some other MTA, # you _must_ disable this option. $UseFriendlyToLine = 0; # }}} # {{{ Logging # Logging. The default is to log anything except debugging # information to a logfile. Check the Log::Dispatch POD for # information about how to get things by syslog, mail or anything # else, get debugging info in the log, etc. # It might generally make # sense to send error and higher by email to some administrator. # If you do this, be careful that this email isn't sent to this RT instance. # the minimum level error that will be logged to the specific device. # levels from lowest to highest: # debug info notice warning error critical alert emergency # Mail loops will generate a critical log message. $LogToScreen = 'error'; $LogToFile = 'error'; #$LogToFileNamed = "$LogDir/rt.log.".$$.".".$<; #log to rt.log.. $LogToFileNamed = "$LogDir/rt.log".$<; #log to rt.log.user; # }}} # {{{ Web interface configuration # Define the directory name to be used for images in rt web # documents. # If you're putting the web ui somewhere other than at the root of # your server # $WebPath requires a leading / but no trailing / $WebPath = "/usr/local/rt2/WebRT/html"; # This is the Scheme, server and port for constructing urls to webrt # $WebBaseURL doesn't need a trailing / $WebBaseURL = "https://RT::WebBaseURL.not.configured:443"; $WebURL = $WebBaseURL . $WebPath . "/"; # $WebImagesURL points to the base URL where RT can find its images. # If you're running the FastCGI version of the RT web interface, # you should make RT's WebRT/html/NoAuth/images directory available on # a static web server and supply that URL as $WebImagesURL. $WebImagesURL = $WebURL."NoAuth/images/"; # $RTLogoURL points to the URL of the RT logo displayed in the web UI $LogoURL = $WebImagesURL."rt.jpg"; # If $WebExternalAuth is defined, RT will defer to the environment's # REMOTE_USER variable. $WebExternalAuth = undef; # $MasonComponentRoot is where your rt instance keeps its mason html files # (this should be autoconfigured during 'make install' or 'make upgrade') $MasonComponentRoot = "/usr/local/rt2/WebRT/html"; # $MasonLocalComponentRoot is where your rt instance keeps its site-local # mason html files. # (this should be autoconfigured during 'make install' or 'make upgrade') $MasonLocalComponentRoot = "/usr/local/rt2/local/WebRT/html"; # $MasonDataDir Where mason keeps its datafiles # (this should be autoconfigured during 'make install' or 'make upgrade') $MasonDataDir = "/usr/local/rt2/WebRT/data"; # RT needs to put session data (for preserving state between connections # via the web interface) $MasonSessionDir = "/usr/local/rt2/WebRT/sessiondata"; #This is from tobias' prototype web search UI. it may stay and it may go. %WebOptions= ( # This is for putting in more user-actions at the Transaction # bar. I will typically add "Enter bug in Bugzilla" here.: ExtraTransactionActions => sub { return ""; }, # Here you can modify the list view. Be aware that the web # interface might crash if TicketAttribute is wrongly set. QueueListingCols => [ { Header => 'Id', TicketLink => 1, TicketAttribute => 'Id' }, { Header => 'Subject', TicketAttribute => 'Subject' }, { Header => 'Requestor(s)', TicketAttribute => 'RequestorsAsString' }, { Header => 'Status', TicketAttribute => 'Status' }, { Header => 'Queue', TicketAttribute => 'QueueObj->Name' }, { Header => 'Told', TicketAttribute => 'ToldObj->AgeAsString' }, { Header => 'Age', TicketAttribute => 'CreatedObj->AgeAsString' }, { Header => 'Last', TicketAttribute => 'LastUpdatedObj->AgeAsString' }, # TODO: It would be nice with a link here to the Owner and all # other request owned by this Owner. { Header => 'Owner', TicketAttribute => 'OwnerObj->Name' }, { Header => 'Take', TicketLink => 1, Constant => 'Take', ExtraLinks => '&Action=Take' }, ] ); # }}} # {{{ RT Linking Interface # $TicketBaseURI is the Base path of the URI for local tickets # You shouldn't need to touch this. it's used to link tickets both locally # and remotely $TicketBaseURI = "fsck.com-rt://$Organization/$rtname/ticket/"; # A hash table of conversion subs to be used for transforming RT Link # URIs to URLs in the web interface. If you want to use RT towards # locally installed databases, this is the right place to configure it. %URI2HTTP= ( 'http' => sub {return @_;}, 'https' => sub {return @_;}, 'ftp' => sub {return @_;}, 'fsck.com-rt' => sub {warn "stub!";}, 'mozilla.org-bugzilla' => sub {warn "stub!"}, 'fsck.com-kb' => sub {warn "stub!"} ); # A hash table of subs for fetching content from an URI %ContentFromURI= ( 'fsck.com-rt' => sub {warn "stub!";}, 'mozilla.org-bugzilla' => sub {warn "stub!"}, 'fsck.com-kb' => sub {warn "stub!"} ); # }}} # {{{ No User servicable parts inside ############################################ ############################################ ############################################ # # Don't edit anything below this line unless you really know # what you're doing # # ############################################ ############################################ # TODO: get this stuff out of the config file and into RT.pm #Set up us the timezone $ENV{'TZ'} = $Timezone; #TODO: Bogus hack to deal with Date::Manip whining # Configure sendmail if we're using Entity->send('sendmail') if ($MailCommand eq 'sendmail') { $MailParams = $SendmailArguments; } # }}} 1; From pdh at snapgear.com Sun Nov 3 21:29:35 2002 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 4 Nov 2002 12:29:35 +1000 Subject: [rt-users] startup user: web doubles url In-Reply-To: References: Message-ID: <20021104022935.GN445@luggage.internal.moreton.com.au> Randy Bush wrote: > The requested URL /usr/local/rt2/WebRT/html/NoAuth/Logout.html was \ > not found on this server. This bit: > # If you're putting the web ui somewhere other than at the root of > # your server > # $WebPath requires a leading / but no trailing / > > $WebPath = "/usr/local/rt2/WebRT/html"; should be the path within the URL, not in the filesystem. I suspect you want $WebPath = "". -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From les at futuresource.com Mon Nov 4 02:27:23 2002 From: les at futuresource.com (Les Mikesell) Date: Mon, 4 Nov 2002 01:27:23 -0600 Subject: [rt-users] web search engine vs. RT? Message-ID: <005e01c283d3$ebe09fa0$6501a8c0@mntp1.il.home.com> I'd like to use an in-house web search engine like htdig to combine everything in rt and an assortment of other repositories into a big knowledge base. Has anyone tried this, and is there any trick to giving the search engine read-only permission so it won't screw anything up as it tries to traverse all the links? --- Les Mikesell les at futuresource.com From bruce_campbell at ripe.net Mon Nov 4 04:39:52 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Mon, 4 Nov 2002 10:39:52 +0100 (CET) Subject: [rt-users] web search engine vs. RT? In-Reply-To: <005e01c283d3$ebe09fa0$6501a8c0@mntp1.il.home.com> Message-ID: On Mon, 4 Nov 2002, Les Mikesell wrote: > I'd like to use an in-house web search engine like htdig > to combine everything in rt and an assortment of other > repositories into a big knowledge base. Has anyone You might want to look at www.mnogosearch.com , which is a) faster than htdig and b) can slurp through mysql databases, rather than putting load on your web server (and following bad links) > tried this, and is there any trick to giving the search engine > read-only permission so it won't screw anything up as > it tries to traverse all the links? If you go the htdig way, create a specific user which has permission to view tickets, but not update or modify tickets. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From tony at ics.com Mon Nov 4 11:14:50 2002 From: tony at ics.com (Tony Aiuto) Date: Mon, 4 Nov 2002 11:14:50 -0500 Subject: [rt-users] Split Ticket Message-ID: <200211041614.LAA27018@frito> >Sheeri Kritzer wrote: >I'd suggest a different way of thinking about it. We have an idea for >the concept of "birthing" tickets -- that is, taking a parent ticket and >"birthing" a child ticket which already has some info in it (ie, who is >the parent). I can imagine that some of the default info might be the >same, like "subject" and maybe even text. That's about what my implementation is evolving towards. When you split/fork a ticket you get a clone of the first ticket but with a potentially new subject and text of the creation transaction. The original ticket is a parent of the copy. There is also a "split" transaction type, which shows up in the parent to mark that this happened. From darren at boston.com Mon Nov 4 11:29:21 2002 From: darren at boston.com (darren chamberlain) Date: Mon, 4 Nov 2002 11:29:21 -0500 Subject: [rt-users] Using RT to track system changes.. In-Reply-To: <5.1.0.14.0.20021102231642.01db3268@mail.puryear-it.com> References: <5.1.0.14.0.20021102231642.01db3268@mail.puryear-it.com> Message-ID: <20021104162921.GA19065@boston.com> * Dustin Puryear [2002-11-03 00:28]: > One thing I would like to see is a way for one of us to send an email > through rt-mailgate that creates a closed ticket item. Say, a tech. sends > mail to clientname-change at example.com and then rt adds this item to the > queue clientname-changes as a closed ticket. (Alternatively, we could just > periodically go through all tickets for queue clientname-changes and > resolve them.) Does this sound viable? I'm thinking we would then have a > nice, searchable database of changes made to systems that can be added to > via a webpage or email. The enhanced mailgate (look at ) allows you to do things like modify the status of tickets. I've often considered creating function-specific mail aliases, like you allude to above, that perform certain actions, i.e., mail to rt-1234-status=closed at foo.com would change the status of ticket 1234 to closed (after checking that the user sending the message has the right to do so, of course), with the body of the message as a comment. This would be pretty simple to do with procmail: :0 * ^RT-Ticket: | /opt/rt2/bin/do-stuff.pl Where do-stuff.pl does something like: #!/usr/bin/perl use Mail::Internet; my $mail = Mail::Internet->new(\*STDIN); # validate_user does RT authentication # This doesn't yet exist, of course validate_user($mail->head->get("From")); my $to = $mail->head->get("To"); my ($ticket, $action, $value) = $to =~ /rt-(\d+)-(\w+)=(.+)@/; # Now perform $action with argument $value to ticket $ticket And so on. -- I have discovered that all human evil comes from this, man's being unable to sit still in a room. -- Blaise Pascal From JSatterfield at ciphergen.com Mon Nov 4 12:09:59 2002 From: JSatterfield at ciphergen.com (James Satterfield) Date: Mon, 4 Nov 2002 09:09:59 -0800 Subject: [rt-users] Adding a status. Message-ID: Is it possible to add another status type? I've got a group of users that would like another status type to use for marking tickets of interest. They mainly want to build a knowledge base. I haven't had an opportunity to look at the TemplateAnswers (Looks like that's what everyone suggests for KB) in contrib yet. They're pretty intent on just having another status type. James. From randy at psg.com Mon Nov 4 12:36:51 2002 From: randy at psg.com (Randy Bush) Date: Mon, 04 Nov 2002 09:36:51 -0800 Subject: [rt-users] install bug Message-ID: i installed happily on one system. but went to another and # make install mkdir -p //usr/local/rt2/bin mkdir -p //usr/local/rt2/WebRT/data mkdir -p //usr/local/rt2/WebRT/sessiondata mkdir -p //usr/local/rt2/etc mkdir -p //usr/local/rt2/lib mkdir -p //usr/local/rt2/WebRT/html mkdir -p //usr/local/rt2/local/WebRT/html /usr/bin/perl tools/initdb 'mysql' '/usr/local' 'localhost' '' 'root' 'rt' create Now creating a database for RT. Enter the mysql password for root: Creating mysql database rt. 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!!'"fooledya"'g; s'!!DB_RT_HOST!!'"localhost"'g; s'!!DB_RT_USER!!'"rt_user"'g; s'!!DB_DATABASE!!'"rt"'g;" //usr/local/rt2/etc/acl.mysql bin/initacls.mysql '/usr/local' 'localhost' '' 'root' 'again' 'rt' '//usr/local/rt2/etc/acl.mysql' Enter the mysql administrator's database password to create a new user for RT ERROR 1175 at line 2: You are using safe update mode and you tried to update a table without a WHERE that uses a KEY column randy From andy at bribed.net Mon Nov 4 12:53:33 2002 From: andy at bribed.net (Andy Coates) Date: Mon, 4 Nov 2002 17:53:33 -0000 Subject: [rt-users] install bug In-Reply-To: Message-ID: <000601c2842b$177fb220$163c98d5@DARLA> > i installed happily on one system. but went to another and > > # make install > mkdir -p //usr/local/rt2/bin > mkdir -p //usr/local/rt2/WebRT/data > mkdir -p //usr/local/rt2/WebRT/sessiondata > mkdir -p //usr/local/rt2/etc > mkdir -p //usr/local/rt2/lib > mkdir -p //usr/local/rt2/WebRT/html > mkdir -p //usr/local/rt2/local/WebRT/html > /usr/bin/perl tools/initdb 'mysql' '/usr/local' 'localhost' > '' 'root' 'rt' create > Now creating a database for RT. > Enter the mysql password for root: > Creating mysql database rt. > 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!!'"fooledya"'g; > s'!!DB_RT_HOST!!'"localhost"'g; s'!!DB_RT_USER!!'"rt_user"'g; > s'!!DB_DATABASE!!'"rt"'g;" //usr/local/rt2/etc/acl.mysql > bin/initacls.mysql '/usr/local' 'localhost' '' 'root' 'again' > 'rt' '//usr/local/rt2/etc/acl.mysql' > Enter the mysql administrator's database password to create a > new user for RT > ERROR 1175 at line 2: You are using safe update mode and you > tried to update a table without a WHERE that uses a KEY column Not sure what versions of what you're using there, but a temp solution would be to disable safe-updates. I believe the option is read from /etc/my.cnf - as in (mine for example): [mysql] no-auto-rehash # Remove the next comment character if you are not familiar with SQL #safe-updates So just comment out your entry (which should be uncommented if its enabled). I don't know much about the rt install script to comment on whether it is actually unsafe, but in this case it looks fine :) Andy. From jgoerzen at complete.org Mon Nov 4 13:01:47 2002 From: jgoerzen at complete.org (John Goerzen) Date: Mon, 4 Nov 2002 12:01:47 -0600 Subject: [rt-users] Comments disappearing Message-ID: <20021104180147.GB2049@complete.org> Hi, I have a weird problem on one of my RT2 installations. When I make a COMMENT on a ticket, I got a message back saying it's been recorded, and yet it's nowhere to be found. A reply or correspondence does exactly what it's supposed to do. Any ideas? From js138 at eng.cam.ac.uk Mon Nov 4 13:05:33 2002 From: js138 at eng.cam.ac.uk (J. Sloan) Date: Mon, 4 Nov 2002 18:05:33 +0000 (GMT) Subject: [rt-users] Unable to login. Message-ID: I have two systems. On one I can install and login to the web interface no problem, and on the latter I cannot. The one which works is perl 5.6.1 with HTML::Mason 1.05 The one which does not is 5.8.0 with HTML::Mason 1.15. There may be other minor difference between the system as well, but I suspect they aren't relevant. I did read somewhere that versions of rt less than 2.0.14 didn't like newer Masons, but I've now installed 2.0.15 and still no joy. The symtoms involve a stubborn refusal to accept any username/password via the web interface, and an apologetic warning (and nothing more) in the rt log - even with logging set to 'debug' in config.pm. [Mon Nov 4 17:45:49 2002] [warning]: Database handle destroyed without explicit disconnect at /opt/web-world/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 267. Oh - and perl isn't in the standard place on the non-working machine, but I've not yet caused the command line to complain in any obvious way so I don't think that's an issue. I'm at a bit of a less as to where to go next, to be honest. The only references to this problem I could find dated to a year ago and seemed to be muttering abound mod_perl versions being old (1.2.26 on working, 1.2.27 on non-working machines, so should be ok no?) but the reference given: http://fsck.com/rt2/Ticket/Display.html?id=3D633 seems no longer to exist. Help? Thanks. John From fstanley at netburner.com Mon Nov 4 13:10:23 2002 From: fstanley at netburner.com (Forrest Stanley) Date: Mon, 04 Nov 2002 10:10:23 -0800 Subject: [rt-users] Comments disappearing In-Reply-To: <20021104180147.GB2049@complete.org> Message-ID: <5.1.0.14.2.20021104100818.00b87da0@mail.netburner.com> At 12:01 PM 11/4/2002 -0600, John Goerzen wrote: >Hi, > >I have a weird problem on one of my RT2 installations. > >When I make a COMMENT on a ticket, I got a message back saying it's been >recorded, and yet it's nowhere to be found. > >A reply or correspondence does exactly what it's supposed to do. > >Any ideas? Log in as root and check your permissions. Be sure the group that your in has the permission ShowTicketComments. (If you use individual permissions, then just check your own rights) >_______________________________________________ >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 dwarner at ctinetworks.com Mon Nov 4 13:11:17 2002 From: dwarner at ctinetworks.com (Douglas E. Warner) Date: Mon, 4 Nov 2002 14:11:17 -0400 Subject: [rt-users] Promblems using URI2HTTP In-Reply-To: <200211021435.48738.dwarner@ctinetworks.com> References: <200211021435.48738.dwarner@ctinetworks.com> Message-ID: <200211041311.17453.dwarner@ctinetworks.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 So, I did some mucking around and noticed that URI2HTTP is only used in the 'Relationships' box (Refers To was where I got it to work). Also while I was mucking around, I found that the reason http, https, and ftp worked in my tickets (ticket history, to be precise) was because those were hard coded to produce links. My new question is this: would it be possible to port the URI2HTTP stuff into the ticket body (history)? If not, would the correct way for me to change this be to copy the 'WebRT/html/Ticket/Elements/ShowTransaction' to 'local/WebRT/html/Ticket/Elements/ShowTransaction' and add the appropriate regexps there? - -Doug - -- Douglas E. Warner Network Engineer CTI/PAdotNET http://ctinetworks.com +1 717 975 9000 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.0.6 (GNU/Linux) Comment: For info see http://www.gnupg.org iD8DBQE9xrhFJV36su0A0xIRAhXjAKDVo/pZ6/vwa7icJXQOZe0d71srdQCcCupK Iaf/Srx8RV1AUqkMFXJJa2Y= =3CcC -----END PGP SIGNATURE----- From bruce_campbell at ripe.net Mon Nov 4 13:23:08 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Mon, 4 Nov 2002 19:23:08 +0100 (CET) Subject: [rt-users] Comments disappearing In-Reply-To: <20021104180147.GB2049@complete.org> Message-ID: On Mon, 4 Nov 2002, John Goerzen wrote: > I have a weird problem on one of my RT2 installations. > > When I make a COMMENT on a ticket, I got a message back saying it's been > recorded, and yet it's nowhere to be found. Unfortunately, the RT API doesn't have a specific method for looking under the sofa... By 'nowhere to be found', are you meaning that you cannot retrieve the comment through the RT CLI or web interface? (rather odd) Or, are you meaning that when you make a comment, it doesn't send any mail to anyone? (relevant Scrips not set up) -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From fstanley at netburner.com Mon Nov 4 13:25:23 2002 From: fstanley at netburner.com (Forrest Stanley) Date: Mon, 04 Nov 2002 10:25:23 -0800 Subject: [rt-users] Unable to login. In-Reply-To: Message-ID: <5.1.0.14.2.20021104101933.00bc3958@mail.netburner.com> At 06:05 PM 11/4/2002 +0000, J. Sloan wrote: >I have two systems. On one I can install and login to the web interface >no problem, and on the latter I cannot. > >The one which does not is 5.8.0 with HTML::Mason 1.15. Mason 1.15 is your problem. Downgrade to 1.05 to fix the problem. >The symtoms involve a stubborn refusal to accept any username/password via >the web interface, and an apologetic warning (and nothing more) in the rt >log - even with logging set to 'debug' in config.pm. I had the same problem with both rt2-0-14 and rt2-0-15. There is a solution to get mason 1.15 working, but you have to comment out a lot of RT code. This solution also breaks the ability to upload files via the web. If you require mason 1.15, and dont mind losing web uploads, check this thread: http://lists.fsck.com/pipermail/rt-users/2002-September/010055.html and the solution threads: http://lists.fsck.com/pipermail/rt-users/2002-September/010055.html http://lists.fsck.com/pipermail/rt-users/2002-September/010067.html If I were you, I'd just use Mason 1.05, as this solution is less of a hack, and doesnt remove any functionality of RT. -Forrest From randy at psg.com Mon Nov 4 13:31:43 2002 From: randy at psg.com (Randy Bush) Date: Mon, 04 Nov 2002 10:31:43 -0800 Subject: [rt-users] startup user: web doubles url References: <20021104022935.GN445@luggage.internal.moreton.com.au> Message-ID: >> # If you're putting the web ui somewhere other than at the root of >> # your server >> # $WebPath requires a leading / but no trailing / >> >> $WebPath = "/usr/local/rt2/WebRT/html"; > > should be the path within the URL, not in the filesystem. I suspect > you want $WebPath = "". bingo! thanks randy From hadad at brturbo.com Mon Nov 4 15:24:35 2002 From: hadad at brturbo.com (Hadad) Date: Mon, 4 Nov 2002 17:24:35 -0300 Subject: [rt-users] Deleting templates Message-ID: <3712012012.20021104172435@brturbo.com> Hi! How can I do for delete templates? -- Hadad mailto:hadad at brturbo.com From sheeri.kritzer at tufts.edu Mon Nov 4 14:49:48 2002 From: sheeri.kritzer at tufts.edu (Sheeri Kritzer) Date: Mon, 04 Nov 2002 14:49:48 -0500 Subject: [rt-users] Split Ticket In-Reply-To: <20021103153046.GA1976@plasmanb.plasma.idv.tw> References: <200210291455.JAA11893@frito> <20021103153046.GA1976@plasmanb.plasma.idv.tw> Message-ID: <1036439388.3dc6cf5c33c3f@webmail.tufts.edu> plasma, I've done that. However, it's a pain in the ass when someone makes a ticket with 5 items in it to create 4 other tickets, pare things down, and change the parent ticket. It's the same # of clicks if you "birth" a ticket, but the information would be passed down already so you don't have to copy/paste and remember the parent ticket #, change the owner, click the queue, etc. -Sheeri Kritzer Systems Administrator University Systems Group Tufts University 617-627-3925 sheeri.kritzer at tufts.edu Quoting plasma : > Why not just create N tickets, and each of them just says what should > be done, and have original ticket depends on those N tickets? The > link feature of RT is good enough. Once you've done this, it's just > one click away to see the original ticket from children tickets, and > vice versa. > > plasma From bpinksto at centenary.edu Mon Nov 4 15:06:06 2002 From: bpinksto at centenary.edu (Brad Pinkston) Date: Mon, 4 Nov 2002 14:06:06 -0600 Subject: [rt-users] SQL transfer Message-ID: <005a01c2843d$9c1887c0$8d5ac4cc@gents.centenary.edu> I'm transfering my WebRT service to a new server. I know everything should be seamless with the web, but what is the best way to go about backing up the database and restoring it on the new server. I'm a novice SQL user. Thanks for any advice. Brad Pinkston Centenary College of LA Firewall/Network Administrator IT Department (318) 869-5003 bpinksto at centenary.edu From russj at dimstar.net Mon Nov 4 15:16:38 2002 From: russj at dimstar.net (Russ Johnson) Date: Mon, 4 Nov 2002 12:16:38 -0800 Subject: [rt-users] SQL transfer In-Reply-To: <005a01c2843d$9c1887c0$8d5ac4cc@gents.centenary.edu> References: <005a01c2843d$9c1887c0$8d5ac4cc@gents.centenary.edu> Message-ID: <20021104201638.GB10509@sthelens.dimstar.net> * Brad Pinkston [2002-11-04 12:10]: > I'm transfering my WebRT service to a new server. I know everything should > be seamless with the web, but what is the best way to go about backing up > the database and restoring it on the new server. I'm a novice SQL user. > Thanks for any advice. Use the instructions here: http://www.theprojects.org/tutorials/mysqldump.php -- Russ Johnson Dimension 7/Stargate Online http://www.dimstar.net Random thought #16 (Collect all 18) "It is often easier to fight for principles than to live up to them." - Adlai Stevenson From darren at boston.com Mon Nov 4 15:36:55 2002 From: darren at boston.com (darren chamberlain) Date: Mon, 4 Nov 2002 15:36:55 -0500 Subject: [rt-users] SQL transfer In-Reply-To: <005a01c2843d$9c1887c0$8d5ac4cc@gents.centenary.edu> References: <005a01c2843d$9c1887c0$8d5ac4cc@gents.centenary.edu> Message-ID: <20021104203655.GI19065@boston.com> * Brad Pinkston [2002-11-04 15:08]: > I'm transfering my WebRT service to a new server. I know everything > should be seamless with the web, but what is the best way to go about > backing up the database and restoring it on the new server. Is there any reason you can't continue to use the current server the database is on? All modern RDBMs (all certainly all the ones RT supports) can be used over a network. (darren) -- You are what you see. From Ralexander at musiciansfriend.com Mon Nov 4 15:52:53 2002 From: Ralexander at musiciansfriend.com (Ron Alexander) Date: Mon, 04 Nov 2002 12:52:53 -0800 Subject: [rt-users] Update to FAQ documentation - Is this the right place? Message-ID: <3DC6DE25.7060808@musiciansfriend.com> http://www.fsck.com/rtfm/article.html?id=5#72 reads: ------------------------------ How do I list the due date in the home page or queue listing? Take a look at etc/config.pm it has a hash which describes what the generic queue looks like. Add $Ticket->DueAsString to that. -------------------------------- This solution does not work for my particular RT installation. I am running RH7.3, mysql 3.23.51, apache 1.3.2.11, and RT 2.0.15. What worked for me was: ------------------------------ TicketAttribute => 'DueObj->AgeAsString' -------------------------------- Is there somewhere I can send this that is more appropriate? Thanks, Ron Alexander From lists at flothow.de Mon Nov 4 14:25:27 2002 From: lists at flothow.de (Sebastian Flothow) Date: Mon, 4 Nov 2002 20:25:27 +0100 Subject: [rt-users] "via RT" suffix in From: headers Message-ID: <2C4B801E-F02B-11D6-B0AC-000393B2BB20@flothow.de> I've changed the string "via RT" to our organisation's name in our RT installation (2.0.13), which is useful in outgoing mail (so requestors can see it's mail from us), but somewhat misleading for our internal users, who tend to think that every requestor is a member of our organisation due to the suffix. Is there an easy way to append this suffix only if the transaction was comitted by an internal user? Sebastian -- Sebastian Flothow sebastian at flothow.de #include From JSatterfield at ciphergen.com Mon Nov 4 16:47:07 2002 From: JSatterfield at ciphergen.com (James Satterfield) Date: Mon, 4 Nov 2002 13:47:07 -0800 Subject: [rt-users] "via RT" suffix in From: headers Message-ID: I've always wanted that to say "via $QUEUE" Doesn't matter much for me cause Exchange rips it off anyhow. Rambling, James. -----Original Message----- From: Sebastian Flothow [mailto:lists at flothow.de] Sent: Monday, November 04, 2002 11:25 AM To: rt-users at lists.fsck.com Subject: [rt-users] "via RT" suffix in From: headers I've changed the string "via RT" to our organisation's name in our RT installation (2.0.13), which is useful in outgoing mail (so requestors can see it's mail from us), but somewhat misleading for our internal users, who tend to think that every requestor is a member of our organisation due to the suffix. Is there an easy way to append this suffix only if the transaction was comitted by an internal user? Sebastian -- Sebastian Flothow sebastian at flothow.de #include _______________________________________________ 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 Mon Nov 4 18:13:14 2002 From: pdh at snapgear.com (Phil Homewood) Date: Tue, 5 Nov 2002 09:13:14 +1000 Subject: [rt-users] Deleting templates In-Reply-To: <3712012012.20021104172435@brturbo.com> References: <3712012012.20021104172435@brturbo.com> Message-ID: <20021104231314.GA463@luggage.internal.moreton.com.au> Hadad wrote: > Hi! How can I do for delete templates? rtadmin --system --delete-template=[|] rtadmin --queue queuename --delete-template=[|] or just reuse it for the next template you create -- you can change both the name and contents of the template. -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From Ralexander at musiciansfriend.com Mon Nov 4 18:38:54 2002 From: Ralexander at musiciansfriend.com (Ron Alexander) Date: Mon, 04 Nov 2002 15:38:54 -0800 Subject: [rt-users] Modifications to the Search Listing. Message-ID: <3DC7050E.9070207@musiciansfriend.com> When I sort a search by Owner the results are coming back sorted by Users.id. I would like the results to be sorted by Users.Name or Users.Email. I am not quite JAPH and am having a little difficulty finding where/what I need to modify. When I look at Tickets.pm, the type for Owner is 'ENUM'. I don't really understand this datatype. Can I just change the datatype for Owner to string in Tickets.pm(line 42)? Is there corresponding SQL that would need to be changed? Assuming that I get this going is there anything I need to do to let the change take place (like restart apache)? WebRT -- rt-2.0.15 OS - RH7.3 DB - mysql 3.23.51 Thanks, Ron Alexander From pdh at snapgear.com Mon Nov 4 18:47:05 2002 From: pdh at snapgear.com (Phil Homewood) Date: Tue, 5 Nov 2002 09:47:05 +1000 Subject: [rt-users] Update to FAQ documentation - Is this the right place? In-Reply-To: <3DC6DE25.7060808@musiciansfriend.com> References: <3DC6DE25.7060808@musiciansfriend.com> Message-ID: <20021104234705.GB463@luggage.internal.moreton.com.au> Ron Alexander wrote: > http://www.fsck.com/rtfm/article.html?id=5#72 > > This solution does not work for my particular RT installation. I am > running RH7.3, mysql 3.23.51, apache 1.3.2.11, and RT 2.0.15. > What worked for me was: > > ------------------------------ > TicketAttribute => 'DueObj->AgeAsString' > -------------------------------- You're (mostly[1]) correct, and the doco was wrong. I've fixed (and slightly enhanced) that answer. > Is there somewhere I can send this that is more appropriate? Doco updates generally should go to rt-doc-workers at lists.fsck.com. We'll generally catch stuff sent to rt-users, though. Thanks for the update. :-) [1] "time until due" isn't technically the same as "due date." :-) -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From pdh at snapgear.com Mon Nov 4 18:50:24 2002 From: pdh at snapgear.com (Phil Homewood) Date: Tue, 5 Nov 2002 09:50:24 +1000 Subject: [rt-users] Modifications to the Search Listing. In-Reply-To: <3DC7050E.9070207@musiciansfriend.com> References: <3DC7050E.9070207@musiciansfriend.com> Message-ID: <20021104235024.GC463@luggage.internal.moreton.com.au> Ron Alexander wrote: > When I sort a search by Owner the results are coming back sorted by > Users.id. I would like the results to be sorted by Users.Name or > Users.Email. http://lists.fsck.com/pipermail/rt-users/2002-October/010274.html Basically, you're up against some fairly hefty hackery. -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From jgedeon at qualcomm.com Mon Nov 4 19:05:23 2002 From: jgedeon at qualcomm.com (John Gedeon) Date: Mon, 04 Nov 2002 16:05:23 -0800 Subject: [rt-users] Database Reset Message-ID: <5.1.0.14.2.20021104160401.055efab8@mail1.qualcomm.com> I have been testing rt and was wondering if there was a way to have it delete and reset the database so that I have a clean slate for use in a real environment (with out having to reinstall the whole thing.) any help <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on your own understanding;" From tony at ics.com Mon Nov 4 21:57:06 2002 From: tony at ics.com (Tony Aiuto) Date: Mon, 4 Nov 2002 21:57:06 -0500 Subject: [rt-users] Database Reset Message-ID: <200211050257.VAA29658@frito> >I have been testing rt and was wondering if there was a way to have it >delete and reset the database so that I have a clean slate for use in a >real environment (with out having to reinstall the whole thing.) An internals expert might correct me, but it seems like you could just fire up mysql and do delete * from Attachments delete * from Links delete * Tickets delete * Transactions delete * Watchers That *should* remove all the data, while preserving all the groups and users you meticulously set up. Tony Aiuto From HGororo at chartercom.com Tue Nov 5 11:26:30 2002 From: HGororo at chartercom.com (Gororo, Hillary) Date: Tue, 5 Nov 2002 10:26:30 -0600 Subject: [rt-users] RE: Fatal Error on RT2 installation Message-ID: Hi Guys, I am a perl beginner and have been trying to get RT2 installed on a Solaris 8 machine, running Apache 1.3.27, mod_ssl and mod_perl. My make testdeps reports no errors. When I run make install I get the following error: >Can't write to '/usr/local/rt2/tmp/rt.log0': No such file or directory at /usr/local/lib/perl5/site_perl/5.8.0/Log/Dispatch/File.pm line 72. >*** Error code 2 >make: Fatal error: Command failed for target `insert' On my machine,perl5 is located in /usr/local/lib/. I notice that I do not have Dispatch.pm (File.pm). What do I need to reinstall and where? Any help will be greatly appreciated!! Here is my "make install" mkdir -p //usr/local/rt2/bin mkdir -p //usr/local/rt2/WebRT/data mkdir -p //usr/local/rt2/WebRT/sessiondata mkdir -p //usr/local/rt2/etc mkdir -p //usr/local/rt2/lib mkdir -p //usr/local/rt2/WebRT/html mkdir -p //usr/local/rt2/local/WebRT/html /usr/local/bin/perl tools/initdb 'mysql' '/usr/local/mysql' 'localhost' '' 'root' 'rt2' create Now creating a database for RT. Enter the mysql password for root: Creating mysql database rt2. cp etc/acl.mysql '//usr/local/rt2/etc/acl.mysql' /usr/local/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\ s'!!DB_HOST!!'"localhost"'g;\ s'!!DB_RT_PASS!!'"rt_pass"'g;\ s'!!DB_RT_HOST!!'"localhost"'g;\ s'!!DB_RT_USER!!'"rt_user"'g;\ s'!!DB_DATABASE!!'"rt2"'g;" //usr/local/rt2/etc/acl.mysql bin/initacls.mysql '/usr/local/mysql' 'localhost' '' 'root' '' 'rt2' '//usr/local/rt2/etc/acl.mysql' Enter the mysql administrator's database password to create a new user for RT Enter password: Enter the mysql administrator's database password to nondestructively reload the database Enter password: /usr/local/bin/perl tools/initdb 'mysql' '/usr/local/mysql' 'localhost' '' 'rt_user' 'rt2' insert Now populating database schema. Enter the mysql password for rt_user: Creating database schema. schema sucessfully inserted [ -f //usr/local/rt2/etc/config.pm ] && \ mv //usr/local/rt2/etc/config.pm //usr/local/rt2/etc/config.pm.old && \ chmod 000 //usr/local/rt2/etc/config.pm.old cp -rp ./etc/config.pm //usr/local/rt2/etc/config.pm /usr/local/bin/perl -p -i -e "\ s'!!DB_TYPE!!'"mysql"'g;\ s'!!DB_HOST!!'"localhost"'g;\ s'!!DB_PORT!!'""'g;\ s'!!DB_RT_PASS!!'"rt_pass"'g;\ s'!!DB_RT_USER!!'"rt_user"'g;\ s'!!DB_DATABASE!!'"rt2"'g;\ s'!!MASON_HTML_PATH!!'"/usr/local/rt2/WebRT/html"'g;\ s'!!MASON_LOCAL_HTML_PATH!!'"/usr/local/rt2/local/WebRT/html"'g;\ s'!!MASON_SESSION_PATH!!'"/usr/local/rt2/WebRT/sessiondata"'g;\ s'!!MASON_DATA_PATH!!'"/usr/local/rt2/WebRT/data"'g;\ s'!!RT_LOG_PATH!!'"/usr/local/rt2/tmp"'g;\ s'!!RT_VERSION!!'"2.0.14"'g;\ " //usr/local/rt2/etc/config.pm cp -rp ./tools/insertdata \ //usr/local/rt2/etc /usr/local/bin/perl -p -i -e " s'!!RT_ETC_PATH!!'/usr/local/rt2/etc'g;\ s'!!RT_LIB_PATH!!'/usr/local/rt2/lib'g;"\ //usr/local/rt2/etc/insertdata [ -d //usr/local/rt2/lib ] || mkdir //usr/local/rt2/lib chown -R root //usr/local/rt2/lib chgrp -R bin //usr/local/rt2/lib chmod -R 0755 //usr/local/rt2/lib ( cd ./lib; \ /usr/local/bin/perl Makefile.PL INSTALLSITELIB=//usr/local/rt2/lib \ INSTALLMAN1DIR=//usr/local/rt2/man/man1 \ INSTALLMAN3DIR=//usr/local/rt2/man/man3 \ && make \ && make test \ && /usr/local/bin/perl -p -i -e " s'!!RT_VERSION!!'2.0.14'g;" blib/lib/RT.pm ;\ make install \ INSTALLSITEMAN1DIR=//usr/local/rt2/man/man1 \ INSTALLSITEMAN3DIR=//usr/local/rt2/man/man3 \ ) Writing Makefile for RT Manifying blib/man3/RT::GroupMember.3 Manifying blib/man3/RT::Attachments.3 Manifying blib/man3/RT::ScripCondition.3 Manifying blib/man3/RT::Interface::Email.3 Manifying blib/man3/RT::Action::SendEmail.3 Manifying blib/man3/RT::ScripActions.3 Manifying blib/man3/RT::ScripAction.3 Manifying blib/man3/RT::Templates.3 Manifying blib/man3/RT::ScripConditions.3 Manifying blib/man3/RT::Action::Generic.3 Manifying blib/man3/RT::Groups.3 Manifying blib/man3/RT::Handle.3 Manifying blib/man3/RT::Interface::CLI.3 Manifying blib/man3/RT::Group.3 Manifying blib/man3/RT::Users.3 Manifying blib/man3/RT::Ticket.3 Manifying blib/man3/RT::ACE.3 Manifying blib/man3/RT::CurrentUser.3 Manifying blib/man3/RT::Watchers.3 Manifying blib/man3/RT::Tickets.3 Manifying blib/man3/RT::Transaction.3 Manifying blib/man3/RT::Action::SendPasswordEmail.3 Manifying blib/man3/RT::Date.3 Manifying blib/man3/RT::Transactions.3 Manifying blib/man3/RT::Links.3 Manifying blib/man3/RT::Scrips.3 Manifying blib/man3/RT::ObjectKeyword.3 Manifying blib/man3/RT::Template.3 Manifying blib/man3/RT::User.3 Manifying blib/man3/RT::Condition::Generic.3 Manifying blib/man3/RT::KeywordSelect.3 Manifying blib/man3/RT::Queues.3 Manifying blib/man3/RT::Scrip.3 Manifying blib/man3/RT::Attachment.3 Manifying blib/man3/RT::EasySearch.3 Manifying blib/man3/RT::ObjectKeywords.3 Manifying blib/man3/RT::ACL.3 Manifying blib/man3/RT::GroupMembers.3 Manifying blib/man3/RT::Record.3 Manifying blib/man3/RT::Queue.3 Manifying blib/man3/RT::Watcher.3 Manifying blib/man3/RT::Link.3 Manifying blib/man3/RT::Keywords.3 Manifying blib/man3/RT::Keyword.3 Manifying blib/man3/RT.3 PERL_DL_NONLAZY=1 /usr/local/bin/perl "-Iblib/lib" "-Iblib/arch" test.pl 1..1 ok 1 Writing //usr/local/rt2/lib/auto/RT/.packlist Appending installation info to /usr/local/lib/perl5/5.8.0/sun4-solaris/perllocal.pod cp -rp ./webrt/* //usr/local/rt2/WebRT/html cp -p ./bin/webmux.pl //usr/local/rt2/bin/webmux.pl cp -p ./bin/rt-mailgate //usr/local/rt2/bin/rt-mailgate cp -p ./bin/rtadmin //usr/local/rt2/bin/rtadmin cp -p ./bin/rt //usr/local/rt2/bin/rt cp -p ./bin/mason_handler.fcgi //usr/local/rt2/bin/mason_handler.fcgi cp -p ./bin/mason_handler.scgi //usr/local/rt2/bin/mason_handler.scgi /usr/local/bin/perl -p -i -e "s'!!RT_PATH!!'"/usr/local/rt2"'g;\ s'!!PERL!!'"/usr/local/bin/perl"'g;\ s'!!RT_VERSION!!'"2.0.14"'g;\ s'!!RT_ETC_PATH!!'"/usr/local/rt2/etc"'g;\ s'!!RT_LIB_PATH!!'"/usr/local/rt2/lib"'g;"\ //usr/local/rt2/bin/webmux.pl \ //usr/local/rt2/bin/mason_handler.fcgi \ //usr/local/rt2/bin/mason_handler.scgi \ //usr/local/rt2/bin/rt \ //usr/local/rt2/bin/rtadmin \ //usr/local/rt2/bin/rt-mailgate # Make the libraries readable chmod -R 0755 //usr/local/rt2 chown -R root //usr/local/rt2/lib chgrp -R bin //usr/local/rt2/lib chown -R root //usr/local/rt2/bin chgrp -R rt //usr/local/rt2/bin chmod 0755 //usr/local/rt2/bin chmod 0755 //usr/local/rt2/bin chmod 0755 //usr/local/rt2/etc chmod 0500 //usr/local/rt2/etc/* #TODO: the config file should probably be able to have its # owner set seperately from the binaries. chown -R root //usr/local/rt2/etc chgrp -R rt //usr/local/rt2/etc chmod 0550 //usr/local/rt2/etc/config.pm # Make the interfaces executable and setgid rt chown root //usr/local/rt2/bin/rt-mailgate \ //usr/local/rt2/bin/mason_handler.fcgi \ //usr/local/rt2/bin/mason_handler.scgi \ //usr/local/rt2/bin/rt \ //usr/local/rt2/bin/rtadmin chgrp rt //usr/local/rt2/bin/rt-mailgate \ //usr/local/rt2/bin/mason_handler.fcgi \ //usr/local/rt2/bin/mason_handler.scgi \ //usr/local/rt2/bin/rt \ //usr/local/rt2/bin/rtadmin chmod 0755 //usr/local/rt2/bin/rt-mailgate \ //usr/local/rt2/bin/mason_handler.fcgi \ //usr/local/rt2/bin/mason_handler.scgi \ //usr/local/rt2/bin/rt \ //usr/local/rt2/bin/rtadmin chmod g+s //usr/local/rt2/bin/rt-mailgate \ //usr/local/rt2/bin/mason_handler.fcgi \ //usr/local/rt2/bin/mason_handler.scgi \ //usr/local/rt2/bin/rt \ //usr/local/rt2/bin/rtadmin # Make the web ui readable by all. chmod -R u+rwX,go-w,go+rX //usr/local/rt2/WebRT/html \ //usr/local/rt2/local/WebRT/html chown -R root //usr/local/rt2/WebRT/html \ //usr/local/rt2/local/WebRT/html chgrp -R bin //usr/local/rt2/WebRT/html \ //usr/local/rt2/local/WebRT/html # Make the web ui's data dir writable chmod 0770 //usr/local/rt2/WebRT/data \ //usr/local/rt2/WebRT/sessiondata chown -R rt //usr/local/rt2/WebRT/data \ //usr/local/rt2/WebRT/sessiondata chgrp -R rt //usr/local/rt2/WebRT/data \ //usr/local/rt2/WebRT/sessiondata Congratulations. RT has been upgraded. You should now check-over /usr/local/rt2/etc/config.pm for any necessary site customization. Additionally, you should update RT's system database objects by running /usr/local/rt2/etc/insertdata where is the version of RT you're upgrading from. /usr/local/bin/perl -I//usr/local/rt2/etc -I//usr/local/rt2/lib //usr/local/rt2/etc/insertdata Checking for existing system user...not found. This appears to be a new installationCreating system user...done. Can't write to '/usr/local/rt2/tmp/rt.log0': No such file or directory at /usr/local/lib/perl5/site_perl/5.8.0/Log/Dispatch/File.pm line 72. *** Error code 2 make: Fatal error: Command failed for target `insert' Thank you Henry "The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from all computers." -------------- next part -------------- An HTML attachment was scrubbed... URL: From darren at boston.com Tue Nov 5 12:36:14 2002 From: darren at boston.com (darren chamberlain) Date: Tue, 5 Nov 2002 12:36:14 -0500 Subject: [rt-users] RE: Fatal Error on RT2 installation In-Reply-To: References: Message-ID: <20021105173614.GR3310@boston.com> * Gororo, Hillary [2002-11-05 11:28]: > I am a perl beginner and have been trying to get RT2 installed on a > Solaris 8 machine, running Apache 1.3.27, mod_ssl and mod_perl. My > make testdeps reports no errors. When I run make install I get the > following error: > > >Can't write to '/usr/local/rt2/tmp/rt.log0': No such file or > >directory at > /usr/local/lib/perl5/site_perl/5.8.0/Log/Dispatch/File.pm line 72. > >*** Error code 2 make: Fatal error: Command failed for target > >`insert' Ensure that the directory /usr/local/rt2/tmp exists. (darren) -- What a strange illusion it is to suppose that beauty is goodness. -- Leo Tolstoy From JSatterfield at ciphergen.com Tue Nov 5 13:28:58 2002 From: JSatterfield at ciphergen.com (James Satterfield) Date: Tue, 5 Nov 2002 10:28:58 -0800 Subject: [rt-users] RT <-> Knowledge Base Message-ID: I've just installed TemplateAnswers-0.4 and I'm very frequently getting this when I try to get to the update page. rt2.0.13 Mason 1.05 James. Mason error error in file: /usr/local/rt2/WebRT/data/obj/LOCAL/Ticket/Elements/TemplateList line 33: Global symbol "$signature" requires explicit package name context: ... 29: $message =~ s/\r//g; 30: $message =~ s/\n/\\n/g; 31: } 32: if ($session{'CurrentUser'}->UserObj->Signature) { 33: $signature = "-- \n".$session{'CurrentUser'}->UserObj->Signature; 34: $signature =~ s/\r\n/\n/g; 35: $signature =~ s/'/\\'/g; 36: $signature =~ s/\n/\\n/g; 37: } ... component stack: /Ticket/Update.html [local] /autohandler [standard] code stack: /usr/local/rt2/WebRT/data/obj/LOCAL/Ticket/Elements/TemplateList:33 /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Interp.pm:382 /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm:468 /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm:597 /usr/local/rt2/WebRT/data/obj/LOCAL/Ticket/Update.html:92 /usr/local/rt2/WebRT/data/obj/STANDARD/autohandler:69 raw_error raw error: error while executing /Ticket/Update.html [local]: Error during compilation of /usr/local/rt2/local/WebRT/html/Ticket/Elements/TemplateList: Global symbol "$signature" requires explicit package name at /usr/local/rt2/WebRT/data/obj/LOCAL/Ticket/Elements/TemplateList line 33, chunk 559. HTML::Mason::Interp::__ANON__('Error during compilation of /usr/local/rt2/local/WebRT/html/Tick...') called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Interp.pm line 419 HTML::Mason::Interp::_compilation_error('HTML::Mason::Interp=HASH(0x8d92fb4) ', '/usr/local/rt2/local/WebRT/html/Ticket/Elements/TemplateList', 'Global symbol "$signature" requires explicit package name at /us...') called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Interp.pm line 382 HTML::Mason::Interp::load('HTML::Mason::Interp=HASH(0x8d92fb4)', '/Ticket/Elements/TemplateList') called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm line 468 HTML::Mason::Request::fetch_comp('HTML::Mason::Request::ApacheHandler=HASH(0 x901ff48)', '/Ticket/Elements/TemplateList') called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm line 597 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x901ff 48)', '/Ticket/Elements/TemplateList', 'id', 1, 'QuoteTransaction', undef, 'Source', 'Update') called at /usr/local/rt2/WebRT/data/obj/LOCAL/Ticket/Update.html line 92 HTML::Mason::Commands::__ANON__('id', 1024, 'Action', 'Respond') called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Component.pm line 131 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x901783 c)', 'id', 1024, 'Action', 'Respond') called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm line 654 eval {...} called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm line 654 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x901ff 48)', 'HTML::Mason::Component::FileBased=HASH(0x901783c)', 'id', 1024, 'Action', 'Respond') called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm line 317 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x 901ff48)') called at /usr/local/rt2/WebRT/data/obj/STANDARD/autohandler line 69 HTML::Mason::Commands::__ANON__('id', 1024, 'Action', 'Respond') called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Component.pm line 131 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x848c62 4)', 'id', 1024, 'Action', 'Respond') called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm line 654 eval {...} called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm line 654 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x901ff 48)', 'HASH(0x900e6dc)', 'HTML::Mason::Component::FileBased=HASH(0x848c624)', 'id', 1024, 'Action', 'Respond') called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm line 160 eval {...} called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm line 160 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x901ff 48)', '/Ticket/Update.html', 'id', 1024, 'Action', 'Respond') called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/ApacheHandler.pm line 914 HTML::Mason::ApacheHandler::handle_request_1('HTML::Mason::ApacheHandler=HAS H(0x8d92e04)', 'Apache=SCALAR(0x810292c)', 'HTML::Mason::Request::ApacheHandler=HASH(0x901ff48)', undef) called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/ApacheHandler.pm line 560 eval {...} called at /usr/local/lib/perl5/site_perl/5.005/HTML/Mason/ApacheHandler.pm line 560 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0x8d92e04)', 'Apache=SCALAR(0x810292c)') called at /usr/local/rt2/bin/webmux.pl line 165 RT::Mason::handler('Apache=SCALAR(0x810292c)') called at /dev/null line 0 eval {...} called at /dev/null line 0 -----Original Message----- From: Aaron T Porter [mailto:atporter at gateway.primate.net] Sent: Thursday, October 24, 2002 6:20 PM To: Bruce Campbell Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] RT <-> Knowledge Base On Fri, Oct 25, 2002 at 12:53:53AM +0200, Bruce Campbell wrote: > To be honest, I haven't tried it (well, completely missed the > announcement as was catching up with mail after Greece). Looking at > it (cue download and inspection), you've still got the caveat of the > text of all of the Queue's Templates being loaded into the HTML page > and then being jiggled around with javascript. > I think something like this could go into TemplateAnswers 0.4 (Aaron?) Actually, TemplateAnswers 0.4 didn't make it into contrib yet (fixes some dumb JavaScript errors dealing with \r's). I'll look into these changes -- I actually cut something like that *out* of the old StockAnswers. The in-html ugliness was mandated by our workflow requirements. http://primate.net/src/TemplateAnswers-0.4.tar.gz _______________________________________________ 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 jeff.hoover at infotechfl.com Tue Nov 5 14:01:12 2002 From: jeff.hoover at infotechfl.com (Jeff Hoover) Date: Tue, 05 Nov 2002 14:01:12 -0500 Subject: [rt-users] RT <-> Knowledge Base In-Reply-To: Message-ID: <5.1.0.14.0.20021105135857.028d0028@mail.infotechfl.com> Add $signature to the my array ~ line 51 to fix it (in TemplateList). -- Jeff At 01:28 PM 11/5/2002, James Satterfield wrote: >I've just installed TemplateAnswers-0.4 and I'm very frequently getting this >when I try to get to the update page. >rt2.0.13 >Mason 1.05 > >James. > > >Mason error > >error in file: >/usr/local/rt2/WebRT/data/obj/LOCAL/Ticket/Elements/TemplateList > line 33: Global symbol "$signature" requires explicit package name > >context: ... >29: $message =~ s/\r//g; >30: $message =~ s/\n/\\n/g; >31: } >32: if ($session{'CurrentUser'}->UserObj->Signature) { >33: $signature = "-- \n".$session{'CurrentUser'}->UserObj->Signature; >34: $signature =~ s/\r\n/\n/g; >35: $signature =~ s/'/\\'/g; >36: $signature =~ s/\n/\\n/g; >37: } >... > >component stack: /Ticket/Update.html [local] >/autohandler [standard] > >code stack: >/usr/local/rt2/WebRT/data/obj/LOCAL/Ticket/Elements/TemplateList:33 >/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Interp.pm:382 >/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm:468 >/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm:597 >/usr/local/rt2/WebRT/data/obj/LOCAL/Ticket/Update.html:92 >/usr/local/rt2/WebRT/data/obj/STANDARD/autohandler:69 > >raw_error >raw error: > >error while executing /Ticket/Update.html [local]: >Error during compilation of >/usr/local/rt2/local/WebRT/html/Ticket/Elements/TemplateList: >Global symbol "$signature" requires explicit package name at >/usr/local/rt2/WebRT/data/obj/LOCAL/Ticket/Elements/TemplateList line 33, >chunk 559. > >HTML::Mason::Interp::__ANON__('Error during compilation of >/usr/local/rt2/local/WebRT/html/Tick...') called at >/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Interp.pm line 419 >HTML::Mason::Interp::_compilation_error('HTML::Mason::Interp=HASH(0x8d92fb4) >', '/usr/local/rt2/local/WebRT/html/Ticket/Elements/TemplateList', 'Global >symbol "$signature" requires explicit package name at /us...') called at >/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Interp.pm line 382 >HTML::Mason::Interp::load('HTML::Mason::Interp=HASH(0x8d92fb4)', >'/Ticket/Elements/TemplateList') called at >/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm line 468 >HTML::Mason::Request::fetch_comp('HTML::Mason::Request::ApacheHandler=HASH(0 >x901ff48)', '/Ticket/Elements/TemplateList') called at >/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm line 597 >HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x901ff >48)', '/Ticket/Elements/TemplateList', 'id', 1, 'QuoteTransaction', undef, >'Source', 'Update') called at >/usr/local/rt2/WebRT/data/obj/LOCAL/Ticket/Update.html line 92 >HTML::Mason::Commands::__ANON__('id', 1024, 'Action', 'Respond') called at >/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Component.pm line 131 >HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x901783 >c)', 'id', 1024, 'Action', 'Respond') called at >/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm line 654 >eval {...} called at >/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm line 654 >HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x901ff >48)', 'HTML::Mason::Component::FileBased=HASH(0x901783c)', 'id', 1024, >'Action', 'Respond') called at >/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm line 317 >HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x >901ff48)') called at /usr/local/rt2/WebRT/data/obj/STANDARD/autohandler line >69 >HTML::Mason::Commands::__ANON__('id', 1024, 'Action', 'Respond') called at >/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Component.pm line 131 >HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x848c62 >4)', 'id', 1024, 'Action', 'Respond') called at >/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm line 654 >eval {...} called at >/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm line 654 >HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x901ff >48)', 'HASH(0x900e6dc)', >'HTML::Mason::Component::FileBased=HASH(0x848c624)', 'id', 1024, 'Action', >'Respond') called at >/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm line 160 >eval {...} called at >/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm line 160 >HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x901ff >48)', '/Ticket/Update.html', 'id', 1024, 'Action', 'Respond') called at >/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/ApacheHandler.pm line 914 >HTML::Mason::ApacheHandler::handle_request_1('HTML::Mason::ApacheHandler=HAS >H(0x8d92e04)', 'Apache=SCALAR(0x810292c)', >'HTML::Mason::Request::ApacheHandler=HASH(0x901ff48)', undef) called at >/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/ApacheHandler.pm line 560 >eval {...} called at >/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/ApacheHandler.pm line 560 >HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( >0x8d92e04)', 'Apache=SCALAR(0x810292c)') called at >/usr/local/rt2/bin/webmux.pl line 165 >RT::Mason::handler('Apache=SCALAR(0x810292c)') called at /dev/null line 0 >eval {...} called at /dev/null line 0 > > > >-----Original Message----- >From: Aaron T Porter [mailto:atporter at gateway.primate.net] >Sent: Thursday, October 24, 2002 6:20 PM >To: Bruce Campbell >Cc: rt-users at lists.fsck.com >Subject: Re: [rt-users] RT <-> Knowledge Base > > >On Fri, Oct 25, 2002 at 12:53:53AM +0200, Bruce Campbell wrote: > > To be honest, I haven't tried it (well, completely missed the > > announcement as was catching up with mail after Greece). Looking at > > it (cue download and inspection), you've still got the caveat of the > > text of all of the Queue's Templates being loaded into the HTML page > > and then being jiggled around with javascript. > > > I think something like this could go into TemplateAnswers 0.4 (Aaron?) > > Actually, TemplateAnswers 0.4 didn't make it into contrib yet (fixes >some dumb JavaScript errors dealing with \r's). I'll look into these changes >-- I actually cut something like that *out* of the old StockAnswers. The >in-html ugliness was mandated by our workflow requirements. > >http://primate.net/src/TemplateAnswers-0.4.tar.gz >_______________________________________________ >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 -- Jeff Hoover Web Programmer, Info Tech, Inc. 5700 SW 34th Street, Suite 1235 phone: (352) 381-4400 Gainesville, FL 32608 fax: (352) 381-4444 From HGororo at chartercom.com Tue Nov 5 14:58:05 2002 From: HGororo at chartercom.com (Gororo, Hillary) Date: Tue, 5 Nov 2002 13:58:05 -0600 Subject: [rt-users] RE: Fatal Error on RT2 installation Message-ID: Hi Darren, Thanks for your quick response. I created directory (tmp)and RT installed successfully. I have configured my config.pm file correctly and restarted apache. However on trying to access the WebUI. I am not getting the Logon. Instead I am getting a 500 Internal Server Error. My RT log at /usr/local/rt2/tmp has 1 file in it rtlog.0 that has nothing in it. My apache logs at /usr/local/www/logs/error_log shows the following error: [Tue Nov 5 14:46:43 2002] [error] Can't write to '/usr/local/rt2/tmp/rt.log.20341.0': Permission denied at /usr/local/lib/perl5/site_perl/5.8.0/Log/Dispatch/File.pm line 72. Line 72 in File.pm reads: open $fh, "$mode$self->{filename}" or die "Can't write to '$self->{filename}': $!"; I reckon I have somewhat of a permissions problem? and also this error seems to relate to logging. Will this necessarily lead to the WebUI not coming up? Thanks Henry -----Original Message----- From: darren chamberlain [mailto:darren at boston.com] Sent: Tuesday, November 05, 2002 11:36 AM To: rt-users at lists.fsck.com Subject: Re: [rt-users] RE: Fatal Error on RT2 installation * Gororo, Hillary [2002-11-05 11:28]: > I am a perl beginner and have been trying to get RT2 installed on a > Solaris 8 machine, running Apache 1.3.27, mod_ssl and mod_perl. My > make testdeps reports no errors. When I run make install I get the > following error: > > >Can't write to '/usr/local/rt2/tmp/rt.log0': No such file or > >directory at > /usr/local/lib/perl5/site_perl/5.8.0/Log/Dispatch/File.pm line 72. > >*** Error code 2 make: Fatal error: Command failed for target > >`insert' Ensure that the directory /usr/local/rt2/tmp exists. (darren) -- What a strange illusion it is to suppose that beauty is goodness. -- Leo Tolstoy _______________________________________________ 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 "The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from all computers." -------------- next part -------------- An HTML attachment was scrubbed... URL: From darren at boston.com Tue Nov 5 15:07:59 2002 From: darren at boston.com (darren chamberlain) Date: Tue, 5 Nov 2002 15:07:59 -0500 Subject: [rt-users] RE: Fatal Error on RT2 installation In-Reply-To: References: Message-ID: <20021105200759.GD17783@boston.com> * Gororo, Hillary [2002-11-05 14:58]: > I created directory (tmp)and RT installed successfully. I have > configured my config.pm file correctly and restarted apache. However > on trying to access the WebUI. I am not getting the Logon. Instead I > am getting a 500 Internal Server Error. My RT log at > /usr/local/rt2/tmp has 1 file in it rtlog.0 that has nothing in it. My experience has been that there is never anything in the logs. :( > My apache logs at /usr/local/www/logs/error_log shows the following > error: > > [Tue Nov 5 14:46:43 2002] [error] Can't write to > '/usr/local/rt2/tmp/rt.log.20341.0': Permission denied at > /usr/local/lib/perl5/site_perl/5.8.0/Log/Dispatch/File.pm line 72. > > Line 72 in File.pm reads: > > open $fh, "$mode$self->{filename}" > or die "Can't write to '$self->{filename}': $!"; > > I reckon I have somewhat of a permissions problem? and also this error > seems to relate to logging. Yes -- you can chmod 777 /usr/local/rt2/tmp to test it out. > Will this necessarily lead to the WebUI not coming up? Yes -- the die will run your day, every time. But, of course, the die is a symptom of the permissions problem. I would think that you can rm /usr/local/rt2/tmp/* and then restart the server, and All Would Be Well. You could also add, in webmux.pl: chown (Apache->server->uid, Apache->server->gid, $RT::LogDir); Which will chown the logdir to the apache process. (darren) -- Nothing worse could happen to one than to be completely understood. -- Carl Gustav Jung From HGororo at chartercom.com Tue Nov 5 15:37:59 2002 From: HGororo at chartercom.com (Gororo, Hillary) Date: Tue, 5 Nov 2002 14:37:59 -0600 Subject: [rt-users] RE: Fatal Error on RT2 installation Message-ID: Hi Darren, >Yes -- you can chmod 777 /usr/local/rt2/tmp to test it out. >I would think that you can rm /usr/local/rt2/tmp/* and then restart the >server, and All Would Be Well. >You could also add, in webmux.pl: >chown (Apache->server->uid, Apache->server->gid, $RT::LogDir); >Which will chown the logdir to the apache process. Done all of the above abnd restarted apache. On trying to access the url, I now get an HTTP 404 error(Page cannot be displayed). I am running mod_ssl on this server. My apache log (/usr/local/www/logs/error_log) now shows the following: [Tue Nov 5 15:31:11 2002] [warn] [Mason] Cannot resolve file to component: /usr/local/rt/WebRT/html/index.html (is file outside component root?) Any ideas????? Thanks iginal Message----- From: darren chamberlain [mailto:darren at boston.com] Sent: Tuesday, November 05, 2002 2:08 PM To: rt-users at lists.fsck.com Subject: Re: [rt-users] RE: Fatal Error on RT2 installation * Gororo, Hillary [2002-11-05 14:58]: > I created directory (tmp)and RT installed successfully. I have > configured my config.pm file correctly and restarted apache. However > on trying to access the WebUI. I am not getting the Logon. Instead I > am getting a 500 Internal Server Error. My RT log at > /usr/local/rt2/tmp has 1 file in it rtlog.0 that has nothing in it. My experience has been that there is never anything in the logs. :( > My apache logs at /usr/local/www/logs/error_log shows the following > error: > > [Tue Nov 5 14:46:43 2002] [error] Can't write to > '/usr/local/rt2/tmp/rt.log.20341.0': Permission denied at > /usr/local/lib/perl5/site_perl/5.8.0/Log/Dispatch/File.pm line 72. > > Line 72 in File.pm reads: > > open $fh, "$mode$self->{filename}" > or die "Can't write to '$self->{filename}': $!"; > > I reckon I have somewhat of a permissions problem? and also this error > seems to relate to logging. Yes -- you can chmod 777 /usr/local/rt2/tmp to test it out. > Will this necessarily lead to the WebUI not coming up? Yes -- the die will run your day, every time. But, of course, the die is a symptom of the permissions problem. I would think that you can rm /usr/local/rt2/tmp/* and then restart the server, and All Would Be Well. You could also add, in webmux.pl: chown (Apache->server->uid, Apache->server->gid, $RT::LogDir); Which will chown the logdir to the apache process. (darren) -- Nothing worse could happen to one than to be completely understood. -- Carl Gustav Jung _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm "The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from all computers." -------------- next part -------------- An HTML attachment was scrubbed... URL: From mda at embratel.net.br Tue Nov 5 15:39:54 2002 From: mda at embratel.net.br (Marco A. P. D'Andrade) Date: Tue, 05 Nov 2002 18:39:54 -0200 Subject: [rt-users] RT <-> Knowledge Base - TemplateAnswer Message-ID: <3DC82C9A.10904@embratel.net.br> Hello, I'm see the list, and changing StockAnswer to include undo feature and need to use Templates. TemplateAnswers called my attention, but I don't have the file "TemplateAnswers" !! Where is it ? [mda at supsv06 tmp]$ tar ztvf TemplateAnswers-0.4.tar.gz drwxr-xr-x ... 0 2002-10-11 02:33:54 TemplateAnswers-0.4/ -rwxr-xr-x ... 4139 2002-10-11 02:33:54 TemplateAnswers-0.4/TemplateAnswers.README -rwxr-xr-x ... 1885 2002-10-11 02:29:10 TemplateAnswers-0.4/TemplateList -rw-r--r-- ... 474 2002-10-06 23:59:46 TemplateAnswers-0.4/Create.html.patch Thank's Marco Antonio From jeff.hoover at infotechfl.com Tue Nov 5 15:49:55 2002 From: jeff.hoover at infotechfl.com (Jeff Hoover) Date: Tue, 05 Nov 2002 15:49:55 -0500 Subject: [rt-users] Adding Custom Fields? Message-ID: <5.1.0.14.0.20021105151711.02962910@mail.infotechfl.com> The pc techs where I work would like to have a field in RT for computer serial numbers. This way they can keep track of work done on each pc. Has anyone done this hack before or something similar? What would be the easiest way to do this with RT 2-0-15? The ideal solution would be for RT to have the ability to add fields on the fly that would automatically show up everywhere (search, create ticket, ticket details, etc.). It would be very similar to keywords, but it would be a text field, not a select box. Without hacking the code, I was thinking we could have a keyword like 'PC Maintenance' with options of 'yes' or 'no' or even specific things like 'software upgrade', 'hardware upgrade', etc. The pc tech would be required to select the keyword and put the serial # in the comments so we could search for it. All ideas welcome! Thanks, Jeff From darren at boston.com Tue Nov 5 15:52:26 2002 From: darren at boston.com (darren chamberlain) Date: Tue, 5 Nov 2002 15:52:26 -0500 Subject: [rt-users] RE: Fatal Error on RT2 installation In-Reply-To: References: Message-ID: <20021105205226.GG17783@boston.com> * Gororo, Hillary [2002-11-05 15:38]: > Hi Darren, Hi! > Done all of the above abnd restarted apache. On trying to access the > url, I now get an HTTP 404 error(Page cannot be displayed). I am > running mod_ssl on this server. > > My apache log (/usr/local/www/logs/error_log) now shows the following: > > [Tue Nov 5 15:31:11 2002] [warn] [Mason] Cannot resolve file to component: > /usr/local/rt/WebRT/html/index.html (is file outside component root?) > > Any ideas????? Is your component root /usr/local/rt or /usr/local/rt2? The former appears in the error_log snippet, whilst the latter appears in our previous discussion of $RT::LogDir (hint hint). (darren) -- I respect faith, but doubt is what gives you an education. -- Wilson Mizner From jeff.hoover at infotechfl.com Tue Nov 5 15:59:51 2002 From: jeff.hoover at infotechfl.com (Jeff Hoover) Date: Tue, 05 Nov 2002 15:59:51 -0500 Subject: [rt-users] RT <-> Knowledge Base - TemplateAnswer In-Reply-To: <3DC82C9A.10904@embratel.net.br> Message-ID: <5.1.0.14.0.20021105155850.028d0580@mail.infotechfl.com> It is a typo. Should be TemplateList. -- Jeff At 03:39 PM 11/5/2002, Marco A. P. D'Andrade wrote: >Hello, > >I'm see the list, and changing StockAnswer to include undo feature and >need to use Templates. > >TemplateAnswers called my attention, but I don't have the file >"TemplateAnswers" !! > >Where is it ? > >[mda at supsv06 tmp]$ tar ztvf TemplateAnswers-0.4.tar.gz >drwxr-xr-x ... 0 2002-10-11 02:33:54 TemplateAnswers-0.4/ >-rwxr-xr-x ... 4139 2002-10-11 02:33:54 >TemplateAnswers-0.4/TemplateAnswers.README >-rwxr-xr-x ... 1885 2002-10-11 02:29:10 TemplateAnswers-0.4/TemplateList >-rw-r--r-- ... 474 2002-10-06 23:59:46 TemplateAnswers-0.4/Create.html.patch > > >Thank's >Marco Antonio > >_______________________________________________ >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 -- Jeff Hoover Web Programmer, Info Tech, Inc. 5700 SW 34th Street, Suite 1235 phone: (352) 381-4400 Gainesville, FL 32608 fax: (352) 381-4444 From sheeri.kritzer at tufts.edu Tue Nov 5 16:14:10 2002 From: sheeri.kritzer at tufts.edu (Sheeri Kritzer) Date: Tue, 05 Nov 2002 16:14:10 -0500 Subject: [rt-users] Search results "template"? Message-ID: <1036530850.3dc834a2747d3@webmail.tufts.edu> Hey all, Before I embark on doing this myself, does anyone have any tips/ideas/warnings to just wait until the next version of RT/whatever for the following? I have users that want to see different results when they search. For instance, sometimes they just want to see ticket #, subject, owner, queue or ticket #, subject, child(ren), status everything in the current search plus who last updated the ticket (not just "Last" time, but who) Also, what's the reasoning behind not allowing sort in a search by requestor(s)? is that because there may be many requestors? Basically, I can do this myself, by making an alternative search page for those users that want special displays for their searches -- like the search page, but you'd have something like "sort results by / display using template " where is a popdown menu of the "search results templates". It's not as simple as making one change to the search page, because the same users want different displays depending on what they want from the search. Is it in the works for a later version of RT? Should I hold my horses, or are the developers not touching that one with a 10-foot pole? It's not simple, however, there are great benefits (and I'd love to submit a patch if the answer is "do it yourself, let us know how it turns out"). -Sheeri Kritzer Systems Administrator University Systems Group Tufts University 617-627-3925 sheeri.kritzer at tufts.edu From HGororo at chartercom.com Tue Nov 5 17:04:34 2002 From: HGororo at chartercom.com (Gororo, Hillary) Date: Tue, 5 Nov 2002 16:04:34 -0600 Subject: [rt-users] RE: Fatal Error on RT2 installation Message-ID: Darren, According to the archives http://lists.fsck.com/pipermail/rt-users/2001-August/003462.html, Mason will not work over a symlink. I have /usr/local symlinked to /opt. Is there a way I can get Mason to work over my symlink?????? Thank you Hillary -----Original Message----- From: darren chamberlain [mailto:darren at boston.com] Sent: Tuesday, November 05, 2002 2:52 PM To: rt-users at lists.fsck.com Subject: Re: [rt-users] RE: Fatal Error on RT2 installation * Gororo, Hillary [2002-11-05 15:38]: > Hi Darren, Hi! > Done all of the above abnd restarted apache. On trying to access the > url, I now get an HTTP 404 error(Page cannot be displayed). I am > running mod_ssl on this server. > > My apache log (/usr/local/www/logs/error_log) now shows the following: > > [Tue Nov 5 15:31:11 2002] [warn] [Mason] Cannot resolve file to component: > /usr/local/rt/WebRT/html/index.html (is file outside component root?) > > Any ideas????? Is your component root /usr/local/rt or /usr/local/rt2? The former appears in the error_log snippet, whilst the latter appears in our previous discussion of $RT::LogDir (hint hint). (darren) -- I respect faith, but doubt is what gives you an education. -- Wilson Mizner _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm "The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from all computers." -------------- next part -------------- An HTML attachment was scrubbed... URL: From cliao at stanford.edu Wed Nov 6 03:57:35 2002 From: cliao at stanford.edu (Catherine Liao) Date: Wed, 6 Nov 2002 00:57:35 -0800 Subject: [rt-users] seeking installation help Message-ID: <20021106085735.GA14127@med.stanford.edu> Hi there, I am installing RT2 for the first time and I'm running into some install problem. The environment is as follows: Solaris 9 mod_perl 1.27 apache 1.3.27 perl 5.8 rt 2.0.15 RT compiled and installed fine, where I am running into problems is when I try to go to the web UI: http://localhost/rt2/ I get the following error: error: Component path given to Interp->load must be absolute (was given index.html) context: ... 175: if (!ref($request_comp)) { 176: $request_comp =~ s{/+}{/}g; 177: $self->{top_path} = $path = $request_comp; 178: 179: search: { 180: $request_comp = $self->interp->load($path); 181: 182: # If path was not found, check for dhandler. 183: unless ($request_comp) { ... code stack: /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:179 /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:143 /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:57 /usr/local/lib/perl5/site_perl/5.8.0/Class/Container.pm:216 /usr/local/lib/perl5/site_perl/5.8.0/Class/Container.pm:279 /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:192 /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:825 /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:761 /opt/rt2/bin/webmux.pl:170 /dev/null:0 Can anyone suggest on how I should go about to debug this? Any help is greatly appreciated. =) --Catherine -- cliao at stanford.edu Sr. Systems Administrator IRT, SoM, Stanford University From pwagland at allshare.nl Wed Nov 6 04:42:42 2002 From: pwagland at allshare.nl (Paul Wagland) Date: Wed, 6 Nov 2002 10:42:42 +0100 Subject: [rt-users] Adding Custom Fields? In-Reply-To: <5.1.0.14.0.20021105151711.02962910@mail.infotechfl.com> Message-ID: <001f01c28578$da856460$80eda8c0@dhcp.allshare.nl> > The pc techs where I work would like to have a field in RT for computer > serial numbers. This way they can keep track of work done on >{...} > The ideal solution would be for RT to have the ability to add > fields on the > fly that would automatically show up everywhere (search, create ticket, > ticket details, etc.). It would be very similar to keywords, but > it would > be a text field, not a select box. The RT 2.1.x (future RT3) has this solution implemented. However, there a couple of problems with them at the moment: a) As of 4.1.41 it still had the same options as normal fields. i.e. there are no "like" or "contains" options. b) All custom fields are now per-queue, there are no longer "global" keywords, this is not so much a hassle, as keyword setup only needs to be done rarely. Of course, the other problem with the 2.1.x series is that it is still the development branch... Mind you, that didn't stop us :-) > All ideas welcome! Not so much an idea, but you are welcome :-) mvg, Paul From sigl at mpe.mpg.de Wed Nov 6 10:06:09 2002 From: sigl at mpe.mpg.de (Rainer Sigl) Date: Wed, 6 Nov 2002 17:06:09 +0200 Subject: [rt-users] Additional Columns in Table Tickets Message-ID: <200211061512.QAA04507@mpehp1.mpe-garching.mpg.de> Hi LIst, I would like to have a additional Column in Tickets which should be possible to be filled out by the owner of Ticket. This field should be usable for further database queries. Exactly I want to include a number or string to describe for what Operating System (W2000, Linux ....) the Request belongs. The best thing would be a chooser or switch button :-) Are there any templates or possibilietes to make this simply? Thanks in advance Rainer Sigl -- --------------------------------------------------------------- Rainer Sigl Max-Planck-Institut fuer extraterrestrische Physik Postfach 1312, D-85741 Garching, Germany Phone :(Country Code 49) 89 30000-3557 e-mail: sigl at mpe.mpg.de (Fax: 89/30000-3569) From nils.ketelsen at kuehne-nagel.com Wed Nov 6 10:36:01 2002 From: nils.ketelsen at kuehne-nagel.com (Nils Ketelsen) Date: Wed, 06 Nov 2002 16:36:01 +0100 Subject: [rt-users] Additional Columns in Table Tickets In-Reply-To: <200211061512.QAA04507@mpehp1.mpe-garching.mpg.de> Message-ID: <5.1.0.14.0.20021106163521.00b1b570@194.151.203.161> At 17:06 06.11.2002 +0200, Rainer Sigl wrote: >I would like to have a additional Column in Tickets which should be possible >to be filled out by the owner of Ticket. >This field should be usable for further database queries. >Exactly I want to include a number or string to describe for what Operating >System (W2000, Linux ....) the Request belongs. >The best thing would be a chooser or switch button :-) > >Are there any templates or possibilietes to make this simply? Take a look at keywords. They are exactly what you are looking for, I guess. Nils From jeff.hoover at infotechfl.com Wed Nov 6 10:48:34 2002 From: jeff.hoover at infotechfl.com (Jeff Hoover) Date: Wed, 06 Nov 2002 10:48:34 -0500 Subject: [rt-users] Additional Columns in Table Tickets In-Reply-To: <200211061512.QAA04507@mpehp1.mpe-garching.mpg.de> Message-ID: <5.1.0.14.0.20021106104600.028cf898@mail.infotechfl.com> Sounds like the Keywords would be best for this type of addition (dropdown box). Read about the keywords in the administration guide. http://fsck.com/rtfm/article.html?id=4#149 -- Jeff At 10:06 AM 11/6/2002, Rainer Sigl wrote: >Hi LIst, >I would like to have a additional Column in Tickets which should be possible >to be filled out by the owner of Ticket. >This field should be usable for further database queries. >Exactly I want to include a number or string to describe for what Operating >System (W2000, Linux ....) the Request belongs. >The best thing would be a chooser or switch button :-) > >Are there any templates or possibilietes to make this simply? > >Thanks in advance > >Rainer Sigl > > >-- > >--------------------------------------------------------------- >Rainer Sigl Max-Planck-Institut fuer extraterrestrische Physik > Postfach 1312, D-85741 Garching, Germany > Phone :(Country Code 49) 89 30000-3557 > e-mail: sigl at mpe.mpg.de (Fax: 89/30000-3569) > >_______________________________________________ >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 bpinksto at centenary.edu Wed Nov 6 10:58:26 2002 From: bpinksto at centenary.edu (Brad Pinkston) Date: Wed, 6 Nov 2002 09:58:26 -0600 Subject: [rt-users] Split Tickets Message-ID: <000b01c285ad$57646970$8d5ac4cc@gents.centenary.edu> Has there been anymore suggestions on the Split Ticket possibility mentioned about a weeek ago? Brad Pinkston Centenary College of LA Firewall/Network Administrator IT Department (318) 869-5003 bpinksto at centenary.edu From mda at embratel.net.br Wed Nov 6 11:01:51 2002 From: mda at embratel.net.br (Marco A. P. D'Andrade) Date: Wed, 06 Nov 2002 14:01:51 -0200 Subject: [rt-users] RT <-> Knowledge Base - TemplateAnswer In-Reply-To: <5.1.0.14.0.20021105155850.028d0580@mail.infotechfl.com> References: <5.1.0.14.0.20021105155850.028d0580@mail.infotechfl.com> Message-ID: <3DC93CEF.7080408@embratel.net.br> Ok... rtfm and think ... On readme has " Copy TemplateAnswers into ", Thank's Marco Antonio Jeff Hoover wrote: > It is a typo. Should be TemplateList. > > -- Jeff > > At 03:39 PM 11/5/2002, Marco A. P. D'Andrade wrote: > >> Hello, >> >> I'm see the list, and changing StockAnswer to include undo feature >> and need to use Templates. >> >> TemplateAnswers called my attention, but I don't have the file >> "TemplateAnswers" !! >> >> Where is it ? >> >> [mda at supsv06 tmp]$ tar ztvf TemplateAnswers-0.4.tar.gz >> drwxr-xr-x ... 0 2002-10-11 02:33:54 TemplateAnswers-0.4/ >> -rwxr-xr-x ... 4139 2002-10-11 02:33:54 >> TemplateAnswers-0.4/TemplateAnswers.README >> -rwxr-xr-x ... 1885 2002-10-11 02:29:10 TemplateAnswers-0.4/TemplateList >> -rw-r--r-- ... 474 2002-10-06 23:59:46 >> TemplateAnswers-0.4/Create.html.patch >> >> >> Thank's >> Marco Antonio >> >> _______________________________________________ >> 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 > > > -- > Jeff Hoover > Web Programmer, Info Tech, Inc. > 5700 SW 34th Street, Suite 1235 phone: (352) 381-4400 > Gainesville, FL 32608 fax: (352) 381-4444 > > _______________________________________________ > 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 HGororo at chartercom.com Wed Nov 6 11:31:35 2002 From: HGororo at chartercom.com (Gororo, Hillary) Date: Wed, 6 Nov 2002 10:31:35 -0600 Subject: [rt-users] RE: Moving RT2.0.13 from 1 server to another Message-ID: Hi, What I actually want to run is RT 2.0.14 on the new server. My current production server is running RT 2.0.13. I am looking for a way to migrate the mysql database from my production server (RT 2.0.13) to my new server (RT 2.0.14). And I am looking for a way to migrate (upgrade) my current RT2 directory from the RT2.0.13 server to the RT 2.0.14 server. That way I do not have to redo my config's on the new server. Is there an easy way of doing this????? Thanks Hillary -----Original Message----- From: Odhiambo Washington [mailto:wash at wananchi.biz] Sent: Friday, August 30, 2002 3:48 AM To: Gororo, Hillary Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] RE: Moving RT2.0.13 from 1 server to another * Gororo, Hillary [20020830 01:20]: wrote: > Hi Everyone, > I am new to the list, we just recently purchased a new server and so I am > preparing to move RT2 from one server to another. What steps do I need to > perform?. I understand from scanning through the archives that I will need > to backup my current RT and load it on the new server. Do I need a fresh > install on the new server? and also which directories/files do I need to > backup, How do I backup these files and how do I load the files onto the new > server. > From tony at ics.com Wed Nov 6 12:13:36 2002 From: tony at ics.com (Tony Aiuto) Date: Wed, 6 Nov 2002 12:13:36 -0500 Subject: [rt-users] Split Ticket Message-ID: <200211061713.MAA03254@frito> Here is my version 1 hack for doing a split ticket like I asked about a few week ago. Some people seemed interested in such a feature so I'm making it available. I'm not totally happy with the implementation yet, but I think it's stable enough for people to use. If someone can't deal with the uuencoded file, I can email it to them. -Tony Aiuto begin 664 split.tar M0`````````````````` M```````````````````````````````````````````````````````````` M```````````````````````````````````````````````````````````` M```````````````````````````````````````````````````````````` M```````````````````````````````````````````````````````````` M``````````````````````!S<&QI="]214%$344M0````````````````````````````````````!T M;VYY```````````````````````````````````````````````````````` M```````````````````````````````````````````````````````````` M```````````````````````````````````````````````````````````` M```````````````````````````````````````````````````````````` M``````````````````````````````````````````````I3<&QI="!4:6-K M970*"E=E9"!.;W8@(#8@,3$Z,#4Z,3`@15-4(#(P,#(*"E1O;GD at 06EU=&\* M=&]N>4!I8W,N8V]M"@H*1&5S8W)I<'1I;VX*"E1H:7,@:7, at 82!S970@;V8@ M;6]D:69I8V%T:6]N0IT;R!F;W)K(&]F9B!A(&-H:6QD(&]F(&$@=&EC:V5T('=H:6-H(&-O 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24-3(%1E8VAN M:6-A;"!3=7!P;W)T(%1E86T*"DUER14```````````````````````````````````````` ` end From tony at ics.com Wed Nov 6 13:11:52 2002 From: tony at ics.com (Tony Aiuto) Date: Wed, 06 Nov 2002 13:11:52 EST Subject: [rt-users] The good old purge script! Message-ID: <200211061814.NAA03693@frito> There was a link to a purge dead tickets script posted last month. It didn't deal with the Links record (as I found out the hard way). Attached is a corrected one. Remeber to edit the paths and the email address to fit your installation) -Tony Aiuto -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: purgedead URL: From seph at commerceflow.com Wed Nov 6 14:12:58 2002 From: seph at commerceflow.com (seph) Date: 06 Nov 2002 11:12:58 -0800 Subject: [rt-users] SelfService and Apache Authentication In-Reply-To: <3D9E0293.2000506@std.teradyne.com> References: <3D9E0293.2000506@std.teradyne.com> Message-ID: > Except... that when I submit a request from another site (same > company, different mail domain), the name of the user sending in the > request is recorded in the Users table as the mail > address. Unfortunately, I can't authenticate the user by e-mail > address (there are too many possiblities per user), so now the user > can't login. I'm having a hard time understanding your question. but perhaps you want to look at the CanonicalizeAddress in the config file. If that's not what you mean, could you re-phrase it? seph From dupuy at sysd.com Wed Nov 6 14:19:51 2002 From: dupuy at sysd.com (Alexander Dupuy) Date: Wed, 06 Nov 2002 14:19:51 -0500 Subject: [rt-users] global vs. per-queue keyword selections References: <20021106160502.7785.36854.Mailman@pallas.eruditorum.org> Message-ID: <3DC96B57.300@sysd.com> "Paul Wagland" wrote: > b) All custom fields are now per-queue, there are no longer "global" > keywords, this is not so much a hassle, as keyword setup only needs to be > done rarely. With the current RT 2, if you use per-queue keyword selections, the keywords are lost when a ticket is moved from one queue to another (we do this quite a bit). As a result, I set up all of our keyword selections as global. I don't mind having the keyword selections be per-queue, but it would be a real shame if there was no way to keep them from being lost. And I assume that the keywords themselves (as opposed to the keyword selections) will still be global? @alex -- mailto:dupuy at sysd.com From tony at ics.com Wed Nov 6 14:28:13 2002 From: tony at ics.com (Tony Aiuto) Date: Wed, 6 Nov 2002 14:28:13 -0500 Subject: [rt-users] global vs. per-queue keyword selections Message-ID: <200211061928.OAA04006@frito> >With the current RT 2, if you use per-queue keyword selections, the >keywords are lost when a ticket is moved from one queue to another (we >do this quite a bit). As a result, I set up all of our keyword >selections as global. I don't mind having the keyword selections be >per-queue, but it would be a real shame if there was no way to keep them >from being lost. Oh yes. That would be a bad thing for us. All our tickets go into a "support" queue first, where our first line support people tag it with the product and platform. Then they assign it to a second tier support work queue. If the tagging got lost on that transfer it would be totally useless to us. From khera at kcilink.com Wed Nov 6 14:34:51 2002 From: khera at kcilink.com (Vivek Khera) Date: Wed, 6 Nov 2002 14:34:51 -0500 Subject: [rt-users] The good old purge script! In-Reply-To: <200211061814.NAA03693@frito> References: <200211061814.NAA03693@frito> Message-ID: <15817.28379.410666.959479@onceler.kciLink.com> >>>>> "TA" == Tony Aiuto writes: TA> There was a link to a purge dead tickets script posted last TA> month. It didn't deal with the Links record (as I found TA> out the hard way). Attached is a corrected one. Remeber TA> to edit the paths and the email address to fit your installation) Wow... good catch! For anyone who's already purged old tickets and needs to find links that reference those purged tickets, give this a try: select id from links left join tickets on links.localtarget=tickets.id where tickets.id is null; and select id from links left join tickets on links.localbase=tickets.id where tickets.id is null; then delete the id's returned from the links table. I had exactly one, luckily enough for me... Anyhow, I just added these referential constraints so it won't happen again: ALTER TABLE Links ADD CONSTRAINT linksfk1 FOREIGN KEY (LocalTarget) REFERENCES Tickets(id) MATCH FULL ON DELETE CASCADE; ALTER TABLE Links ADD CONSTRAINT linksfk2 FOREIGN KEY (LocalBase) REFERENCES Tickets(id) MATCH FULL ON DELETE CASCADE; I guess now we know why it is good to have referential constraints in your database... less bugs in your programs! ;-) From jgedeon at qualcomm.com Wed Nov 6 16:21:38 2002 From: jgedeon at qualcomm.com (John Gedeon) Date: Wed, 06 Nov 2002 13:21:38 -0800 Subject: [rt-users] RT everyone see their ticket Message-ID: <5.1.0.14.2.20021106131836.05f6aec8@mail1.qualcomm.com> I have rt setup to allow all the support people to see their tickets and the tickets they are attempting to work on. I also have a guest account so that all can see all the tickets. However is it possible to allow users who just submit tickets in to have accounts to view the open queues as well as see a list of their tickets? Thanks for the help John <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on your own understanding;" From ayali at ayali.com Wed Nov 6 17:45:22 2002 From: ayali at ayali.com (Ayal Itzkovitz) Date: Thu, 7 Nov 2002 00:45:22 +0200 (IST) Subject: [rt-users] Install fails on Linux (SuSe) Message-ID: <200211062245.AAA14994@ayali.com> We've been struggling with the installation process for some time, and it seems as we are (still) lacking many of the packages, needed to for the installation of rt2. "make testdeps" shows a list of "non installed" packages. HOWEVER: "make fixdeps" does not fetch any more packages(!), and "make install" fails because of non existing packages. Note that we used "make fixdeps" to fetch many CPAN packages, and to build perl, but it would not longer bring more files.. Can anyone help, or hint? I have attached below the result of "make testdeps". Would appreciate your help on this matter. Ayal. -- The results of "make testdeps" =============================== ayal at access:/tmp/rt-2-0-15 > make testdeps /usr/bin/perl ./tools/testdeps -warn mysql Checking for Digest::MD5...found Checking for Storable...found Checking for DBI 1.18 ....DBI 1.18 not installed. Checking for DBIx::DataSource 0.02 ....DBIx::DataSource 0.02 not installed. Checking for DBIx::SearchBuilder 0.48 ....DBIx::SearchBuilder 0.48 not installe d. Checking for HTML::Entities...found Checking for MLDBM....MLDBM not installed. Checking for Net::Domain...found Checking for Net::SMTP...found Checking for Params::Validate 0.02 ....Params::Validate 0.02 not installed. Checking for HTML::Mason 1.02 ....HTML::Mason 1.02 not installed. Checking for CGI::Cookie 1.20 ....CGI::Cookie 1.20 not installed. Checking for Apache::Cookie....Apache::Cookie not installed. Checking for Apache::Session 1.53 ....Apache::Session 1.53 not installed. Checking for Date::Parse....Date::Parse not installed. Checking for Date::Format....Date::Format not installed. Checking for MIME::Entity 5.108 ....MIME::Entity 5.108 not installed. Checking for Mail::Mailer 1.20 ....Mail::Mailer 1.20 not installed. Checking for Getopt::Long 2.24 ....Getopt::Long 2.24 not installed. Checking for Tie::IxHash....Tie::IxHash not installed. Checking for Text::Wrapper....Text::Wrapper not installed. Checking for Text::Template....Text::Template not installed. Checking for File::Spec 0.8 ...found Checking for Errno...found Checking for FreezeThaw....FreezeThaw not installed. Checking for File::Temp....File::Temp not installed. Checking for Log::Dispatch 1.6 ....Log::Dispatch 1.6 not installed. Checking for DBD::mysql 2.0416 ....DBD::mysql 2.0416 not installed. From ayali at ayali.com Wed Nov 6 18:18:34 2002 From: ayali at ayali.com (Ayal Itzkovitz) Date: Thu, 7 Nov 2002 01:18:34 +0200 (IST) Subject: [rt-users] RT for non-professional users Message-ID: <200211062318.BAA16470@ayali.com> Hi, I am new to RT. Looking at the mailing list archive I wonder if RT can be used by non professional users who simply want to install and use this tool as is. Going over the rt-users mailing list, it sometimes feels like we need a unix specialits to maintain this tool. I would like to know if, as an average usix user, I can use this tool daily (RT looks as if it fits to our requrements at full). Any comment will be welcome, Thanks, Ayal. -- From nils.ketelsen at kuehne-nagel.com Thu Nov 7 03:22:52 2002 From: nils.ketelsen at kuehne-nagel.com (Nils Ketelsen) Date: Thu, 07 Nov 2002 09:22:52 +0100 Subject: [rt-users] RT for non-professional users In-Reply-To: <200211062318.BAA16470@ayali.com> Message-ID: <5.1.0.14.0.20021107091937.00aae108@194.151.203.161> At 01:18 07.11.2002 +0200, you wrote: >I am new to RT. Looking at the mailing list archive I wonder if RT can be >used by non professional users who simply want to install and use this >tool as is. I'd say no. You will have to invest some time in the installation and the initial setup of the system. >Going over the rt-users mailing list, it sometimes feels like we need a >unix specialits to maintain this tool. The unix-side is not so much a problem. If you use unix-machines you need this guy anyway. For the setup, though, its very helpful having someone with apache know-how. And for RT itself someone should invest the work in understanding the rights concepts etc. >I would like to know if, as an average usix user, I can use this tool >daily (RT looks as if it fits to our requrements at full). Yes, you will be able to use. But if you want to administrate it, you should be willing to do some work in advance. Best regards, Nils From bam at intrinsic.com Thu Nov 7 03:58:52 2002 From: bam at intrinsic.com (Brian McClendon) Date: Thu, 7 Nov 2002 00:58:52 -0800 Subject: [rt-users] Autoreply by nobody [Solution] In-Reply-To: <1032171274.5148.13.camel@ulysse>; from Nicolas.Mailhot@one2team.com on Mon, Sep 16, 2002 at 12:14:34PM +0200 References: <1031918489.21842.22.camel@ulysse> <20020913121410.GP973@fugu> <1031923896.22272.13.camel@ulysse> <20020913134716.GA12225@fugu> <1031926654.23121.8.camel@ulysse> <20020913143151.GC12225@fugu> <1031928422.23121.43.camel@ulysse> <5.1.0.14.0.20020913173205.02277be8@194.151.203.161> <1032162734.5147.3.camel@ulysse> <1032171274.5148.13.camel@ulysse> Message-ID: <20021107005852.A8835@intrinsic.com> This thread helped be finally solve the spam-filtering problem a customer reported because the original From line was different from the RT inserted one. Two comments: On 0, Nicolas Mailhot wrote: > > if ($RT::MailCommand eq 'sendmailpipe') > { open (MAIL, "|$RT::SendmailPath -f $RT::OwnerEmail $RT::SendmailArguments") || return(0); print MAIL $MIMEObj->as_string; close(MAIL); } else { unless ($MIMEObj->send($RT::MailCommand, $RT::MailParams, "-f $RT::OwnerEmail")) { $RT::Logger->crit("$self: Could not send mail for ". $self->TransactionObj . "\n"); return(0); } } Instead of $RT::OwnerEmail, I had to do $RT::CorrespondAddress because OwnerEmail was a human (me) as recommended by config.pm comments. After changing that in both .pm files and making sure that both "mail" and "nobody" (or whatever httpd was running as) were in my /etc/mail/trusted-users file, everything worked fine. -- -------------------------------------------------------- Brian McClendon bam at intrinsic.com 650-966-6804 -------------------------------------------------------- From ayali at ayali.com Thu Nov 7 04:19:48 2002 From: ayali at ayali.com (Ayal Itzkovitz) Date: Thu, 7 Nov 2002 11:19:48 +0200 Subject: [rt-users] Install fails on Linux (SuSe) -- MORE INFO Message-ID: (some more info to my earlier post) This is the output of the "make install" command. Anybody knows how I can make it work?? thanks, Ayal. -- ayal at access:/tmp/rt-2-0-15 > make install mkdir -p //opt/rt2/bin mkdir -p //opt/rt2/WebRT/data mkdir -p //opt/rt2/WebRT/sessiondata mkdir -p //opt/rt2/etc mkdir -p //opt/rt2/lib mkdir -p //opt/rt2/WebRT/html mkdir -p //opt/rt2/local/WebRT/html /usr/bin/perl tools/initdb 'mysql' '/usr' 'localhost' '' 'root' 'rt2' create Can't locate DBIx/DataSource.pm in @INC (@INC contains: /usr/lib/perl5/5.6.0/i586-linux /usr/lib/perl5/5.6.0 /usr/lib/perl5/site_perl/5.6.0/i586-linux /usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl .) at tools/initdb line 10. BEGIN failed--compilation aborted at tools/initdb line 10. make: *** [createdb] Error 2 From greg at dreamlabs.co.nz Thu Nov 7 05:14:59 2002 From: greg at dreamlabs.co.nz (Greg Elisara) Date: Thu, 07 Nov 2002 23:14:59 +1300 Subject: [rt-users] Install Help - RT2 + Apache 2 + RH8.0 Message-ID: Hi, If you're thinking I must be a sadomasochist for trying this, about now I'm thinking you're right. I've built a new install of Redhat 8.0 without any webserver/httpd stuff. Built and installed Apache 2 and mod_perl - all seems to be working well. Now to install RT2, do a testdeps -fix and all goes well except Apache::Cookie. It goes to do the install using CPAN, runs the install for libapreq-1.0 then fails with "Can't locate mod_perl.pm in @INC" etc, etc Do a "find" and mod_perl.pm is sitting in /usr/lib/perl5/.../Apache2/ So I edit the Makefile for libapreq to look in this location (by adding "use lib qw(/usr/lib/.../Apache2);") Ok. Try to install from the build directory created by CPAN and this time cannot locate Apache/MyConfig.pm This time "find" cannot find this file anywhere. My questions: anyone got RT2 to install on RH8.0? If so, how did you do it? Anyone using RT2 with Apache2? Any help or valium welcome. Greg. From IPTunnel at cariaccess.com Thu Nov 7 08:37:10 2002 From: IPTunnel at cariaccess.com (IPTunnel) Date: Thu, 07 Nov 2002 09:37:10 -0400 Subject: [rt-users] HTML::Mason error References: <1031918489.21842.22.camel@ulysse> <20020913121410.GP973@fugu> <1031923896.22272.13.camel@ulysse> <20020913134716.GA12225@fugu> <1031926654.23121.8.camel@ulysse> <20020913143151.GC12225@fugu> <1031928422.23121.43.camel@ulysse> <5.1.0.14.0.20020913173205.02277be8@194.151.203.161> <1032162734.5147.3.camel@ulysse> <1032171274.5148.13.camel@ulysse> <20021107005852.A8835@intrinsic.com> Message-ID: <3DCA6C86.8050007@cariaccess.com> when i try to access the web UI i keep getting a server error "[Thu Nov 07 09:16:29 2002] [error] failed to resolve handler `HTML::Mason'" Does Anyone have any ideas ..everything seems to be installed properly From wash at wananchi.biz Thu Nov 7 08:45:28 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Thu, 7 Nov 2002 16:45:28 +0300 Subject: [rt-users] RT for non-professional users In-Reply-To: <200211062318.BAA16470@ayali.com> References: <200211062318.BAA16470@ayali.com> Message-ID: <20021107134528.GC91763@ns2.wananchi.com> * Ayal Itzkovitz [20021107 02:20]: wrote: > > Hi, > > I am new to RT. Looking at the mailing list archive I wonder if RT can be > used by non professional users who simply want to install and use this > tool as is. > > Going over the rt-users mailing list, it sometimes feels like we need a > unix specialits to maintain this tool. > > I would like to know if, as an average usix user, I can use this tool > daily (RT looks as if it fits to our requrements at full). > > Any comment will be welcome, If by "non-professional" you mean someone without (or with minimal) Unix knowledge, then I must be honest and say it will be difficult for you to use it. Installation will require some knowledge of a few applications. Once installed, you'll use it but soon enough you'll realize that there is some "feature" you wish it could provide... That calls for administering it. See.. you are advancing to another level? Actually, you don't need to know so much to use RT is you are not familiar with Unix Systems. RT is such a cool product and one, Jesse Vincent[1] will be more than willing to do _everything_ for you if you can sign a contract with him to give you the functionality of RT. I am sure you can avail your box and he will set it up also. 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 jgoerzen at complete.org Thu Nov 7 09:51:50 2002 From: jgoerzen at complete.org (John Goerzen) Date: Thu, 7 Nov 2002 09:51:50 -0500 Subject: [rt-users] Install Help - RT2 + Apache 2 + RH8.0 In-Reply-To: References: Message-ID: <20021107145150.GA1027@gesundheit.complete.org> I had lots of trouble making it work with Apache 2.0. Apparently mod_perl has changed a lot for that, or something. Could not make it go. I had to install Apache 1.3 and used 2.0's reverse proxy service to make it look seamless. -- John On Thu, Nov 07, 2002 at 11:14:59PM +1300, Greg Elisara wrote: > Hi, > > If you're thinking I must be a sadomasochist for trying this, about now I'm > thinking you're right. I've built a new install of Redhat 8.0 without any > webserver/httpd stuff. Built and installed Apache 2 and mod_perl - all seems > to be working well. > > Now to install RT2, do a testdeps -fix and all goes well except > Apache::Cookie. It goes to do the install using CPAN, runs the install for > libapreq-1.0 then fails with > > "Can't locate mod_perl.pm in @INC" etc, etc > > Do a "find" and mod_perl.pm is sitting in /usr/lib/perl5/.../Apache2/ > > So I edit the Makefile for libapreq to look in this location (by adding "use > lib qw(/usr/lib/.../Apache2);") > > Ok. Try to install from the build directory created by CPAN and this time > cannot locate Apache/MyConfig.pm > > This time "find" cannot find this file anywhere. > > My questions: anyone got RT2 to install on RH8.0? If so, how did you do it? > Anyone using RT2 with Apache2? > > Any help or valium welcome. > > Greg. > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- John Goerzen www.complete.org From brian at westhost.com Thu Nov 7 14:16:19 2002 From: brian at westhost.com (Brian Shellabarger) Date: Thu, 7 Nov 2002 12:16:19 -0700 Subject: [rt-users] Solution for User Password + Viewing ticket status Message-ID: <0E3EDD01CECD1041AF86313AEA07279B95F9@wh01.westhost.com> Greetings, First-time contributor to the list, but I've been browsing the archives extensively, hopefully I don't go off-topic here. I have several issues to present to the list, I'll do each of them in their own email as to keep the threads tidy. I also know just enough perl to be dangerous, and not nearly enough to be an expert.. Here goes: I wanted the ability for my ticket requestors to view the status of their tickets using the /SelfService section of RT. However, I wanted the auto-reply and login process to be automated. Obviously, RT doesn't have a way to randomly generate passwords, so I edited lib/RT/User.pm and changed "$args{'Password'} = '*NO-PASSWORD*';" to $args{'Password'} = crypt($args{'Name'}, $salt); --- This effectively makes the password the same as their email address and it's working perfectly. When I send them the auto-reply template, I include the following URL: http://mysite.com/SelfService/Display.html?id={$Ticket->id()}&user={$Ticket->CreatorObj->Name}&pass={$Ticket->CreatorObj->Name} It works *PERFECTLY* OBviously my only concern here is security. Once my customers realize that their password is the same as their email address, I may have a few get curious and decide to browse other tickets. I need to prevent this. I'm proposing the following and I'd like pointers on the best way to implement this: ** Since there's no way for the method that sets the password in the database to talk to my template and tell it what password it chose, I'd like to base the password on the email address, but run it through some sort of non-secure encryption on both sides (something cheesy like shifting all the characters up 10 is the general idea.. just something both sides can agree upon, and the result will be the same). I realize this is security by obscurity (banking on the customer not being able to figure out what algorythm you used to generate their password) but it's MUCH better than what I've got now. So I would set the password using $password = myencrypt(email_address) -- but how do I tie this in on the template side? All help is appreciated. :) Brian From brian at westhost.com Thu Nov 7 14:23:09 2002 From: brian at westhost.com (Brian Shellabarger) Date: Thu, 7 Nov 2002 12:23:09 -0700 Subject: [rt-users] Handling RT responses via email Message-ID: <0E3EDD01CECD1041AF86313AEA07279B95FA@wh01.westhost.com> I'm currently migrating to RT from another system that does everything via email (no web-based submissions). I would like to continue to make sure this method is an option for our support department (even though we will allow them to use the web interface if they like). I've run into a bit of a snag with this implementation I'm using the following scrips to make sure agents are notified when they get a reply from a customer, and to make sure customers get a reply when the agent responds via email: OCorrespond NotifyOwner with template Correspondence OnCorrespond NotifyRequestors with template Correspondence This works great except for the following scenario: -- Agent gets email in his inbox from RT w/ customers request -- Agent presses "reply" and responds and the messages goes back to RT -- RT sends reply to customer -- RT sends reply to agent The problem is that in any scenario I can think of, the agent will get a copy of his own reply sent back to him. While the customer never notices anything, this is terribly annoying for the agent. Any thoughts on a work around would be appreciated. Brian From brian at westhost.com Thu Nov 7 14:26:48 2002 From: brian at westhost.com (Brian Shellabarger) Date: Thu, 7 Nov 2002 12:26:48 -0700 Subject: [rt-users] RT Spell Check Message-ID: <0E3EDD01CECD1041AF86313AEA07279B1A02@wh01.westhost.com> In getting ready to deploy RT, the boss was reviewing the system, liked the customizations we'd make to "soften" it down a little (we've got sales and accounting people using this system too and we all agreed that the default UI was WAY too confusing to be usable by anyone but a tech) He had one request.. "The web mail thing needs a spell checker. I hate it when I get email and it's loaded with spelling errors" Aside from copy/pasting the messages in from another program, does anyone have any thoughts on how to go about plugging a spell checker into this thing? Brian From cgilmore at tivoli.com Thu Nov 7 15:01:34 2002 From: cgilmore at tivoli.com (Christian Gilmore) Date: Thu, 7 Nov 2002 14:01:34 -0600 Subject: [rt-users] RT Spell Check In-Reply-To: <0E3EDD01CECD1041AF86313AEA07279B1A02@wh01.westhost.com> Message-ID: <000801c28698$79939020$69285492@tivoli.com> Without doing something client-side (like a java applet that came with a pre-loaded speller/editor), anything you do will be clunky. You could insert an interface to ispell within RT's correspondence method or doing one of a few other possibilities, but in the end you'd accept a correspondence, spell check it, then respond with an error about all of the misspellings for the user to then hunt around. I believe that your best, easiest course would be to ask users to write their messages in an external application and then paste in the result. Thanks, Christian ----------------- Christian Gilmore Technology Leader GeT WW Global Applications Development IBM Software Group > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Brian Shellabarger > Sent: Thursday, November 07, 2002 1:27 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] RT Spell Check > > > > In getting ready to deploy RT, the boss was reviewing the > system, liked the customizations we'd make to "soften" it > down a little (we've got sales and accounting people using > this system too and we all agreed that the default UI was WAY > too confusing to be usable by anyone but a tech) > He had one request.. "The web mail thing needs a spell > checker. I hate it when I get email and it's loaded with > spelling errors" > > Aside from copy/pasting the messages in from another program, > does anyone have any thoughts on how to go about plugging a > spell checker into this thing? > > Brian > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -------------- next part -------------- A non-text attachment was scrubbed... Name: winmail.dat Type: application/ms-tnef Size: 2732 bytes Desc: not available URL: From cgilmore at tivoli.com Thu Nov 7 14:56:59 2002 From: cgilmore at tivoli.com (Christian Gilmore) Date: Thu, 7 Nov 2002 13:56:59 -0600 Subject: [rt-users] Solution for User Password + Viewing ticket status In-Reply-To: <0E3EDD01CECD1041AF86313AEA07279B95F9@wh01.westhost.com> Message-ID: <000401c28697$d6427b20$69285492@tivoli.com> Can you instead use external authentication to an existing system? That way, you could care less about RT's version of passwords (very good from a security perspective, since there's no real password management in RT [nor should there be since RT's mission in life really shouldn't include significant user management minutae]) and users as of their first use would be able to access self service. Thanks, Christian ----------------- Christian Gilmore Technology Leader GeT WW Global Applications Development IBM Software Group > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Brian Shellabarger > Sent: Thursday, November 07, 2002 1:16 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] Solution for User Password + Viewing ticket status > > > > Greetings, > > First-time contributor to the list, but I've been browsing > the archives extensively, hopefully I don't go off-topic > here. I have several issues to present to the list, I'll do > each of them in their own email as to keep the threads tidy. > I also know just enough perl to be dangerous, and not nearly > enough to be an expert.. Here goes: > > I wanted the ability for my ticket requestors to view the > status of their tickets using the /SelfService section of RT. > However, I wanted the auto-reply and login process to be > automated. Obviously, RT doesn't have a way to randomly > generate passwords, so I edited lib/RT/User.pm and changed > "$args{'Password'} = '*NO-PASSWORD*';" to $args{'Password'} = > crypt($args{'Name'}, $salt); --- This effectively makes the > password the same as their email address and it's working > perfectly. When I send them the auto-reply template, I > include the following URL: > http://mysite.com/SelfService/Display.html?id={$Ticket->id()}& user={$Ticket->CreatorObj->Name}&pass={$Ticket->CreatorObj->Name} It works *PERFECTLY* OBviously my only concern here is security. Once my customers realize that their password is the same as their email address, I may have a few get curious and decide to browse other tickets. I need to prevent this. I'm proposing the following and I'd like pointers on the best way to implement this: ** Since there's no way for the method that sets the password in the database to talk to my template and tell it what password it chose, I'd like to base the password on the email address, but run it through some sort of non-secure encryption on both sides (something cheesy like shifting all the characters up 10 is the general idea.. just something both sides can agree upon, and the result will be the same). I realize this is security by obscurity (banking on the customer not being able to figure out what algorythm you used to generate their password) but it's MUCH better than what I've got now. So I would set the password using $password = myencrypt(email_address) -- but how do I tie this in on the template side? All help is appreciated. :) Brian _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -------------- next part -------------- A non-text attachment was scrubbed... Name: winmail.dat Type: application/ms-tnef Size: 3596 bytes Desc: not available URL: From rt-users at rickbradley.com Thu Nov 7 15:35:06 2002 From: rt-users at rickbradley.com (Rick Bradley) Date: Thu, 7 Nov 2002 14:35:06 -0600 Subject: [rt-users] RT Spell Check In-Reply-To: <000801c28698$79939020$69285492@tivoli.com> References: <0E3EDD01CECD1041AF86313AEA07279B1A02@wh01.westhost.com> <000801c28698$79939020$69285492@tivoli.com> Message-ID: <20021107203506.GA1575@negwo.eastcore.net> * Christian Gilmore (cgilmore at tivoli.com) [021107 14:12]: > Without doing something client-side (like a java applet that came with a > pre-loaded speller/editor), anything you do will be clunky. You could insert > an interface to ispell within RT's correspondence method or doing one of a > few other possibilities, but in the end you'd accept a correspondence, spell > check it, then respond with an error about all of the misspellings for the > user to then hunt around. I believe that your best, easiest course would be > to ask users to write their messages in an external application and then > paste in the result. In a former life I wrote a spellchecker into a CMS that used an HTML-only interface. The back-end was ispell with Debian's HTML syntax patch (invoked by a Perl script called by the form submission handler (PHP)). The handler would pull back the results from ispell and generate a new
with pulldowns (values were ispell suggestions) and entry boxes for misspelled words. The second submit would be considered authoritative (i.e., if it's still misspelled just trust the user). Frankly, having implemented and deployed this I can guarantee it's overkill (did I mention that CMS also hooked into GIMP for logo generation?). These days my advice is to simply get users who can spell -- it's more cost-effective, and in this economy one can afford to be picky ;-) Rick -- http://www.rickbradley.com MUPRN: 461 (60F/60F) | I'll try to figure random email haiku | it out attach things under | a different file. From pdh at snapgear.com Thu Nov 7 15:40:18 2002 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 8 Nov 2002 06:40:18 +1000 Subject: [rt-users] Handling RT responses via email In-Reply-To: <0E3EDD01CECD1041AF86313AEA07279B95FA@wh01.westhost.com> References: <0E3EDD01CECD1041AF86313AEA07279B95FA@wh01.westhost.com> Message-ID: <20021107204018.GA443@luggage.apana.org.au> Brian Shellabarger wrote: > -- Agent gets email in his inbox from RT w/ customers request > -- Agent presses "reply" and responds and the messages goes back to RT > -- RT sends reply to customer > -- RT sends reply to agent > > The problem is that in any scenario I can think of, the agent will > get a copy of his own reply sent back to him. While the customer never > notices anything, this is terribly annoying for the agent. Are you *sure* ? http://www.fsck.com/rtfm/article.html?id=5#73 -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From mgrubb at fifthvision.net Thu Nov 7 15:52:08 2002 From: mgrubb at fifthvision.net (Michael Grubb) Date: Thu, 07 Nov 2002 14:52:08 -0600 Subject: [rt-users] RT Spell Check References: <000801c28698$79939020$69285492@tivoli.com> Message-ID: <3DCAD278.80901@fifthvision.net> Well, I disagree. Writing a spell checker for RT has been on my todo list for sometime, (Albeit low on said list =] ), I think that there is room for an elegant server side solution. I was thinking of something very similar to Rick Bradley's solution. Except that I had planned on putting a seperate button for spell check, and then just replacing the contents of the update box once the check was complete. My plan is to offer suggestions in a drop down box, with a couple of other options in addition. Having an `Add' and `Custom' option in each. The `Add' option would add the word to the user's dictionary. The `Custom' option would mark the word and prompt the user for a suitable replacement. I was planning on adding another text box field to the user preferences to manage the user dictionary. My first scratch was not planning on implementing the custom dictionary. I was planning on using Aspell as the spell checker. I think that it can be done very elegantly with no clunk at all. After all I think that the StockAnswers module (packaging problems aside) was a fairly elegant solution. That's just my opinion, I could be wrong. -Michael Christian Gilmore wrote: > Without doing something client-side (like a java applet that came with a > pre-loaded speller/editor), anything you do will be clunky. You could insert > an interface to ispell within RT's correspondence method or doing one of a > few other possibilities, but in the end you'd accept a correspondence, spell > check it, then respond with an error about all of the misspellings for the > user to then hunt around. I believe that your best, easiest course would be > to ask users to write their messages in an external application and then > paste in the result. > > Thanks, > Christian > > ----------------- > Christian Gilmore > Technology Leader > GeT WW Global Applications Development > IBM Software Group > > > >>-----Original Message----- >>From: rt-users-admin at lists.fsck.com >>[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Brian Shellabarger >>Sent: Thursday, November 07, 2002 1:27 PM >>To: rt-users at lists.fsck.com >>Subject: [rt-users] RT Spell Check >> >> >> >>In getting ready to deploy RT, the boss was reviewing the >>system, liked the customizations we'd make to "soften" it >>down a little (we've got sales and accounting people using >>this system too and we all agreed that the default UI was WAY >>too confusing to be usable by anyone but a tech) >>He had one request.. "The web mail thing needs a spell >>checker. I hate it when I get email and it's loaded with >>spelling errors" >> >>Aside from copy/pasting the messages in from another program, >>does anyone have any thoughts on how to go about plugging a >>spell checker into this thing? >> >>Brian >> >>_______________________________________________ >>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 Thu Nov 7 22:33:04 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 7 Nov 2002 22:33:04 -0500 Subject: [rt-users] Solution for User Password + Viewing ticket status In-Reply-To: <0E3EDD01CECD1041AF86313AEA07279B95F9@wh01.westhost.com> References: <0E3EDD01CECD1041AF86313AEA07279B95F9@wh01.westhost.com> Message-ID: <20021108033304.GM24368@fsck.com> The following template will send users an autogenerated random pronouncable password based if inserted into an autoreply template Users who have previously submitted tickets but not yet had a password assigned will have a password assigned and sent on submission of their first new ticket. (All previous tickets will still show up in the web ui) Best, Jesse =============== CUT HERE ===================== { *RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar; if (($Transaction->CreatorObj->id != $RT::Nobody->id) && (!$Transaction->CreatorObj->Privileged) && ($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*') ) { my $user = RT::User->new($RT::SystemUser); $user->Load($Transaction->CreatorObj->Id); my ($stat, $pass) = $user->SetRandomPassword(); if (!$stat) { $OUT .= "An internal error has occurred. RT was not able to set a password for you. Please contact your local RT administrator for assistance."; } $out .= " You can check the current status and history of your requests at: ".$RT::WebURL." When prompted, enter the following username and password: Username: ".$user->Name." Password: ".$pass." "; } } ================ CUT HERE =================== -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From dpuryear at usa.net Fri Nov 8 00:43:17 2002 From: dpuryear at usa.net (Dustin Puryear) Date: Thu, 07 Nov 2002 23:43:17 -0600 Subject: [rt-users] RT under Cygwin? Message-ID: <5.1.0.14.0.20021107234215.020c70f8@mail.puryear-it.com> Has anyone successfully installed RT under Cygwin? I am VERY close, but I recently found out that there may be problems with running mod_perl under Apache? Anyway, if anyone has even tried recently then let me know, thanks! --- Dustin Puryear Puryear Information Technology Windows, UNIX, and IT Consulting http://www.puryear-it.com From schattev at biochem.mpg.de Fri Nov 8 08:13:58 2002 From: schattev at biochem.mpg.de (Ruben Schattevoy) Date: Fri, 08 Nov 2002 14:13:58 +0100 Subject: [rt-users] 25 highest priority tickets I _created_? Message-ID: <3DCBB896.7070500@biochem.mpg.de> To my understanding the requestor and the creator of a ticket not neccessariy need to be identically. Would it be possible to include also a table "tickets I _created_" in the main windows? Thanks Ruben From HGororo at chartercom.com Fri Nov 8 09:41:16 2002 From: HGororo at chartercom.com (Gororo, Hillary) Date: Fri, 8 Nov 2002 08:41:16 -0600 Subject: [rt-users] RE: Moving RT2.0.13 from 1 server to another Message-ID: The rt directory has been copied over from the production server. The following error shows up when I try to restart apache on my new server: Variable "$m" is not imported at /usr/local/rt/bin/webmux.pl line 94. [Thu Nov 7 22:08:33 2002] [error] Global symbol "$m" requires explicit package name at /usr/local/rt/bin/webmux.pl line 94. Compilation failed in require at (eval 6) line 1. Syntax error on line 1077 of /usr/local/www/conf/httpd.conf: Global symbol "$m" requires explicit package name at /usr/local/rt/bin/webmux.pl line 94. Compilation failed in require at (eval 6) line 1. Any ideas???? Thanks -----Original Message----- From: Gororo, Hillary Sent: Wednesday, November 06, 2002 10:32 AM To: 'Odhiambo Washington' Cc: rt-users at lists.fsck.com Subject: RE: [rt-users] RE: Moving RT2.0.13 from 1 server to another Hi, What I actually want to run is RT 2.0.14 on the new server. My current production server is running RT 2.0.13. I am looking for a way to migrate the mysql database from my production server (RT 2.0.13) to my new server (RT 2.0.14). And I am looking for a way to migrate (upgrade) my current RT2 directory from the RT2.0.13 server to the RT 2.0.14 server. That way I do not have to redo my config's on the new server. Is there an easy way of doing this????? Thanks Hillary -----Original Message----- From: Odhiambo Washington [mailto:wash at wananchi.biz] Sent: Friday, August 30, 2002 3:48 AM To: Gororo, Hillary Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] RE: Moving RT2.0.13 from 1 server to another * Gororo, Hillary [20020830 01:20]: wrote: > Hi Everyone, > I am new to the list, we just recently purchased a new server and so I am > preparing to move RT2 from one server to another. What steps do I need to > perform?. I understand from scanning through the archives that I will need > to backup my current RT and load it on the new server. Do I need a fresh > install on the new server? and also which directories/files do I need to > backup, How do I backup these files and how do I load the files onto the new > server. > From jgedeon at qualcomm.com Fri Nov 8 11:28:52 2002 From: jgedeon at qualcomm.com (John Gedeon) Date: Fri, 08 Nov 2002 08:28:52 -0800 Subject: [rt-users] Password Encryption Used By RT Message-ID: <5.1.0.14.2.20021108082521.00b13008@mail1.qualcomm.com> I am evaluating the RT system and noticed that the passwords stored in the database are encrypted (good job i wasn't expecting that :) ) but I was wondering what algorithm was used. I hope its the same as unix based passwords I am hoping to be able to add the functionality that all users in RT that get greated by them sending in a request will have their unix password (and id which is usually their email address as well) be their rt pass. the easyiest way would ofcourse be cut encrypted pass from passfile and paste into rt user table, but I wanted to make sure the encryption was the same.... Thanks for any hints :) John <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on your own understanding;" From rt-users at rickbradley.com Fri Nov 8 11:41:39 2002 From: rt-users at rickbradley.com (Rick Bradley) Date: Fri, 8 Nov 2002 10:41:39 -0600 Subject: [rt-users] Password Encryption Used By RT In-Reply-To: <5.1.0.14.2.20021108082521.00b13008@mail1.qualcomm.com> References: <5.1.0.14.2.20021108082521.00b13008@mail1.qualcomm.com> Message-ID: <20021108164139.GA87916@negwo.eastcore.net> * John Gedeon (jgedeon at qualcomm.com) [021108 10:32]: > I am evaluating the RT system and noticed that the passwords stored in the > database are encrypted (good job i wasn't expecting that :) ) but I was > wondering what algorithm was used. I hope its the same as unix based > passwords I am hoping to be able to add the functionality that all users in > RT that get greated by them sending in a request will have their unix > password (and id which is usually their email address as well) be their rt > pass. the easyiest way would ofcourse be cut encrypted pass from passfile > and paste into rt user table, but I wanted to make sure the encryption was > the same.... The passwords are encrypted with crypt(). This is common for Unix passwords, but not necessarily identical with what a particular system uses. Many newer systems will use md5 login passwords which look a bit different, function similarly, and use a completely different hashing algorithm than crypt. It is straightforward to mix and match crypt() and md5() password within the same password file/database where supported, but I'm not aware that RT has this capability (yet). In short, if your system uses crypt() passwords then you should be able to cut and paste from the passwd file, otherwise no. Rick -- http://www.rickbradley.com MUPRN: 60 (59F/56F) | mean if anyone random email haiku | knew me that well I'd have to | fall in love with them. From jgoerzen at complete.org Fri Nov 8 11:44:19 2002 From: jgoerzen at complete.org (John Goerzen) Date: Fri, 8 Nov 2002 10:44:19 -0600 Subject: [rt-users] Apache restart: can't login Message-ID: <20021108164419.GA10395@wile.excelhustler.com> Hi, I've been having this problem off and on for some time now. I'm using RT 2.0.14. Sometimes, when I restart apache, nobody can log in to RT anymore. This also happens when I reload apache. Killing and restarting the server *usually* fixes this problem, but not always. There is nothing instructive in any log files, even with maximum debugging, to show what is going on. Ideas would be very welcome! -- John From cpacheco at planninggroup.com Fri Nov 8 11:45:16 2002 From: cpacheco at planninggroup.com (Christen R. Pacheco) Date: Fri, 8 Nov 2002 11:45:16 -0500 Subject: [rt-users] displaying history in resloved auto-response Message-ID: Hello, I have tried numerous ways of getting the history to display in the resloved auto-response template can any one assist? -------------- next part -------------- An HTML attachment was scrubbed... URL: From eeisenhart at santarosa.edu Fri Nov 8 11:51:53 2002 From: eeisenhart at santarosa.edu (Eric Eisenhart) Date: 08 Nov 2002 08:51:53 -0800 Subject: [rt-users] 25 highest priority tickets I _created_? In-Reply-To: <3DCBB896.7070500@biochem.mpg.de> References: <3DCBB896.7070500@biochem.mpg.de> Message-ID: <1036774313.30858.86.camel@jool.santarosa.edu> On Fri, 2002-11-08 at 05:13, Ruben Schattevoy wrote: > To my understanding the requestor and the creator > of a ticket not neccessariy need to be identically. > > Would it be possible to include also a table > "tickets I _created_" in the main windows? I'd suggest that if you've created a ticket and you're no longer the owner or a requestor, you should be a CC or an AdminCC. I mean, don't you ever create a ticket that at some point is so totally handed off to somebody else that you don't care what goes on with it anymore? Wouldn't you want to automatically be Cc:ed on any responses sent to the requestor for these tickets? I think the "Creator" like you want is in the Ticket info, but the API ($RTDIR/lib/RT/Tickets.pm) doesn't look to me like it exposes any kind of interface that could be used for searching or fetching based on that information. Drop the attached file in $RDTIR/local/WebRT/html/Elements/ and add "<& /Elements/MyCCs &>" just like the MyRequests to your index.html, and you get a list of the tickets you're CCed on. I've been using it locally and was probably gonna figure out how to send it off to the contrib directory sometime soon. -- Eric Eisenhart - Internet Services Specialist Computing Services, Santa Rosa Junior College 1501 Mendocino Ave, Santa Rosa, CA 95401-4395 707.521.7952 FAX: 707.569.8421 AIM: ericeisenhart ICQ: 156218985 eeisenhart at santarosa.edu www.santarosa.edu -------------- next part -------------- <& /Elements/TitleBoxStart, title => "25 highest priority tickets I am watching..." &> % while (my $Ticket = $MyTickets->Next) { % }
# Subject Queue Status Owner  
<%$Ticket->Id%> <%$Ticket->Subject || '[no subject]'%> <%$Ticket->QueueObj->Name%> <%$Ticket->Status%> <%$Ticket->OwnerObj->Name%> [Display]
<& /Elements/TitleBoxEnd &> <%INIT> my $MyTickets; $MyTickets = new RT::Tickets ($session{'CurrentUser'}); $MyTickets->LimitCc(VALUE => $session{'CurrentUser'}->EmailAddress); $MyTickets->LimitAdminCc(VALUE => $session{'CurrentUser'}->EmailAddress); #$MyTickets->LimitRequestor(VALUE => $session{'CurrentUser'}->EmailAddress, OPERATOR => '!='); #$MyTickets->LimitOwner(VALUE => $session{'CurrentUser'}->Id, OPERATOR => '!='); $MyTickets->LimitStatus(VALUE => "open"); $MyTickets->LimitStatus(VALUE => "new"); $MyTickets->OrderBy(FIELD => 'Priority', ORDER => 'DESC'); $MyTickets->RowsPerPage(25); From Dave.Ewart at cancer.org.uk Fri Nov 8 11:52:08 2002 From: Dave.Ewart at cancer.org.uk (Dave Ewart) Date: Fri, 8 Nov 2002 16:52:08 +0000 Subject: [rt-users] Re: Password Encryption Used By RT In-Reply-To: <20021108164139.GA87916@negwo.eastcore.net> References: <5.1.0.14.2.20021108082521.00b13008@mail1.qualcomm.com> <20021108164139.GA87916@negwo.eastcore.net> Message-ID: <20021108165208.GE2869@nemesis.ox.icnet.uk> On Friday, 08.11.2002 at 10:41 -0600, Rick Bradley wrote: > In short, if your system uses crypt() passwords then you should be > able to cut and paste from the passwd file, otherwise no. Or, you could set RT to use "external" authentication, which means that the authenticated user passed by Apache is accepted and used by RT. You can then create a password file, for use by Apache, containing the MD5 passwords from elsewhere. If you'd like more details, let me know. Dave. -- Dave Ewart Dave.Ewart at cancer.org.uk Computing Manager, Epidemiology Unit, Oxford Cancer Research UK PGP: CC70 1883 BD92 E665 B840 118B 6E94 2CFD 694D E370 From rt-users at rickbradley.com Fri Nov 8 12:43:24 2002 From: rt-users at rickbradley.com (Rick Bradley) Date: Fri, 8 Nov 2002 11:43:24 -0600 Subject: [rt-users] Apache restart: can't login In-Reply-To: <20021108164419.GA10395@wile.excelhustler.com> References: <20021108164419.GA10395@wile.excelhustler.com> Message-ID: <20021108174324.GB87916@negwo.eastcore.net> * John Goerzen (jgoerzen at complete.org) [021108 10:48]: > I'm using RT 2.0.14. Sometimes, when I restart apache, nobody can log in to > RT anymore. This also happens when I reload apache. > > Killing and restarting the server *usually* fixes this problem, but not > always. > > There is nothing instructive in any log files, even with maximum debugging, > to show what is going on. If it's a Linux system it could be a problem with a faulty crypt() in glibc. Check the archives for more info. Rick -- http://www.rickbradley.com MUPRN: 824 (62F/62F) | the Earth you know is random email haiku | not all alike when it comes | to hardware prices. From jgoerzen at complete.org Fri Nov 8 12:49:28 2002 From: jgoerzen at complete.org (John Goerzen) Date: Fri, 8 Nov 2002 11:49:28 -0600 Subject: [rt-users] Apache restart: can't login In-Reply-To: <20021108174324.GB87916@negwo.eastcore.net> References: <20021108164419.GA10395@wile.excelhustler.com> <20021108174324.GB87916@negwo.eastcore.net> Message-ID: <20021108174928.GB11665@wile.excelhustler.com> On Fri, Nov 08, 2002 at 11:43:24AM -0600, Rick Bradley wrote: > > There is nothing instructive in any log files, even with maximum debugging, > > to show what is going on. > > If it's a Linux system it could be a problem with a faulty crypt() in > glibc. Check the archives for more info. Hmm, that could make sense; however, despite repeated googling, I wasn't able to find any relevant info in the archives. Search term suggestions would be welcome :-) Thanks! -- John > > Rick > -- > http://www.rickbradley.com MUPRN: 824 (62F/62F) > | the Earth you know is > random email haiku | not all alike when it comes > | to hardware prices. From jgedeon at qualcomm.com Fri Nov 8 12:51:39 2002 From: jgedeon at qualcomm.com (John Gedeon) Date: Fri, 08 Nov 2002 09:51:39 -0800 Subject: [rt-users] Re: Password Encryption Used By RT In-Reply-To: <20021108165208.GE2869@nemesis.ox.icnet.uk> References: <20021108164139.GA87916@negwo.eastcore.net> <5.1.0.14.2.20021108082521.00b13008@mail1.qualcomm.com> <20021108164139.GA87916@negwo.eastcore.net> Message-ID: <5.1.0.14.2.20021108095039.05f1feb0@mail1.qualcomm.com> Dave, Yeah could you go into more detail? Thanks for the info John At 08:52 AM 11/8/2002, Dave Ewart wrote: >On Friday, 08.11.2002 at 10:41 -0600, Rick Bradley wrote: > > > In short, if your system uses crypt() passwords then you should be > > able to cut and paste from the passwd file, otherwise no. > >Or, you could set RT to use "external" authentication, which means that >the authenticated user passed by Apache is accepted and used by RT. You >can then create a password file, for use by Apache, containing the MD5 >passwords from elsewhere. If you'd like more details, let me know. > >Dave. >-- >Dave Ewart >Dave.Ewart at cancer.org.uk >Computing Manager, Epidemiology Unit, Oxford >Cancer Research UK >PGP: CC70 1883 BD92 E665 B840 118B 6E94 2CFD 694D E370 > >_______________________________________________ >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 <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on your own understanding;" From jgedeon at qualcomm.com Fri Nov 8 12:53:10 2002 From: jgedeon at qualcomm.com (John Gedeon) Date: Fri, 08 Nov 2002 09:53:10 -0800 Subject: [rt-users] Password Encryption Used By RT In-Reply-To: <20021108164139.GA87916@negwo.eastcore.net> References: <5.1.0.14.2.20021108082521.00b13008@mail1.qualcomm.com> <5.1.0.14.2.20021108082521.00b13008@mail1.qualcomm.com> Message-ID: <5.1.0.14.2.20021108095301.05e7ea98@mail1.qualcomm.com> Rick if our passwords used md5 (i am not sure if they do) would it be possible to hack rt to use the same thing or is there no md5 function for perl? John At 08:41 AM 11/8/2002, Rick Bradley wrote: >* John Gedeon (jgedeon at qualcomm.com) [021108 10:32]: > > I am evaluating the RT system and noticed that the passwords stored in the > > database are encrypted (good job i wasn't expecting that :) ) but I was > > wondering what algorithm was used. I hope its the same as unix based > > passwords I am hoping to be able to add the functionality that all > users in > > RT that get greated by them sending in a request will have their unix > > password (and id which is usually their email address as well) be their rt > > pass. the easyiest way would ofcourse be cut encrypted pass from passfile > > and paste into rt user table, but I wanted to make sure the encryption was > > the same.... > >The passwords are encrypted with crypt(). This is common for Unix >passwords, but not necessarily identical with what a particular system >uses. Many newer systems will use md5 login passwords which look a bit >different, function similarly, and use a completely different hashing >algorithm than crypt. > >It is straightforward to mix and match crypt() and md5() password within >the same password file/database where supported, but I'm not aware that >RT has this capability (yet). > >In short, if your system uses crypt() passwords then you should be able >to cut and paste from the passwd file, otherwise no. > >Rick >-- > http://www.rickbradley.com MUPRN: 60 (59F/56F) > | mean if anyone > random email haiku | knew me that well I'd have to > | fall in love with them. >_______________________________________________ >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 <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on your own understanding;" From rt-users at rickbradley.com Fri Nov 8 12:53:47 2002 From: rt-users at rickbradley.com (Rick Bradley) Date: Fri, 8 Nov 2002 11:53:47 -0600 Subject: [rt-users] Apache restart: can't login In-Reply-To: <20021108174928.GB11665@wile.excelhustler.com> References: <20021108164419.GA10395@wile.excelhustler.com> <20021108174324.GB87916@negwo.eastcore.net> <20021108174928.GB11665@wile.excelhustler.com> Message-ID: <20021108175347.GW88029@negwo.eastcore.net> * John Goerzen (jgoerzen at complete.org) [021108 11:52]: > > If it's a Linux system it could be a problem with a faulty crypt() in > > glibc. Check the archives for more info. > > Hmm, that could make sense; however, despite repeated googling, I wasn't > able to find any relevant info in the archives. Search term suggestions > would be welcome :-) Try these links: http://lists.fsck.com/pipermail/rt-users/2002-September/010117.html http://lists.fsck.com/pipermail/rt-users/2002-October/010256.html Rick -- http://www.rickbradley.com MUPRN: 67 (62F/62F) | big of a deal. There's random email haiku | a lot of useless bullshit | in the protocol. From rich+rt at lafferty.ca Fri Nov 8 13:21:35 2002 From: rich+rt at lafferty.ca (Rich Lafferty) Date: Fri, 8 Nov 2002 13:21:35 -0500 Subject: [rt-users] Password Encryption Used By RT In-Reply-To: <20021108164139.GA87916@negwo.eastcore.net>; from rt-users@rickbradley.com on Fri, Nov 08, 2002 at 10:41:39AM -0600 References: <5.1.0.14.2.20021108082521.00b13008@mail1.qualcomm.com> <20021108164139.GA87916@negwo.eastcore.net> Message-ID: <20021108132135.B26747@lafferty.ca> On Fri, Nov 08, 2002 at 10:41:39AM -0600, Rick Bradley wrote: > * John Gedeon (jgedeon at qualcomm.com) [021108 10:32]: > > I am evaluating the RT system and noticed that the passwords stored in the > > database are encrypted (good job i wasn't expecting that :) ) but I was > > wondering what algorithm was used. I hope its the same as unix based > > passwords I am hoping to be able to add the functionality that all users in > > RT that get greated by them sending in a request will have their unix > > password (and id which is usually their email address as well) be their rt > > pass. the easyiest way would ofcourse be cut encrypted pass from passfile > > and paste into rt user table, but I wanted to make sure the encryption was > > the same.... > > The passwords are encrypted with crypt(). This is common for Unix > passwords, but not necessarily identical with what a particular system > uses. Many newer systems will use md5 login passwords which look a bit > different, function similarly, and use a completely different hashing > algorithm than crypt. No, crypt() uses more than one algorithm on most systems that support MD5 passwords, and figures out which to use by the hash. In my experience, anything that works in your passwd file works in RT. -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 seph at commerceflow.com Fri Nov 8 13:31:54 2002 From: seph at commerceflow.com (seph) Date: 08 Nov 2002 10:31:54 -0800 Subject: [rt-users] RE: Moving RT2.0.13 from 1 server to another In-Reply-To: References: Message-ID: > Variable "$m" is not imported at /usr/local/rt/bin/webmux.pl line 94. > [Thu Nov 7 22:08:33 2002] [error] Global symbol "$m" requires explicit > package name at /usr/local/rt/bin/webmux.pl line 94. > Compilation failed in require at (eval 6) line 1. > Any ideas???? that's in rtfm (www.fsck.com/rtfm/), and it should be in the mailing lists archives somewhere around 50 times. seph From rich+rt at lafferty.ca Fri Nov 8 13:47:11 2002 From: rich+rt at lafferty.ca (Rich Lafferty) Date: Fri, 8 Nov 2002 13:47:11 -0500 Subject: [rt-users] Password Encryption Used By RT In-Reply-To: <20021108132135.B26747@lafferty.ca>; from rich+rt@lafferty.ca on Fri, Nov 08, 2002 at 01:21:35PM -0500 References: <5.1.0.14.2.20021108082521.00b13008@mail1.qualcomm.com> <20021108164139.GA87916@negwo.eastcore.net> <20021108132135.B26747@lafferty.ca> Message-ID: <20021108134711.D26747@lafferty.ca> On Fri, Nov 08, 2002 at 01:21:35PM -0500, Rich Lafferty wrote: > On Fri, Nov 08, 2002 at 10:41:39AM -0600, Rick Bradley wrote: > > * John Gedeon (jgedeon at qualcomm.com) [021108 10:32]: > > > I am evaluating the RT system and noticed that the passwords stored in the > > > database are encrypted (good job i wasn't expecting that :) ) but I was > > > wondering what algorithm was used. I hope its the same as unix based > > > passwords I am hoping to be able to add the functionality that all users in > > > RT that get greated by them sending in a request will have their unix > > > password (and id which is usually their email address as well) be their rt > > > pass. the easyiest way would ofcourse be cut encrypted pass from passfile > > > and paste into rt user table, but I wanted to make sure the encryption was > > > the same.... > > > > The passwords are encrypted with crypt(). This is common for Unix > > passwords, but not necessarily identical with what a particular system > > uses. Many newer systems will use md5 login passwords which look a bit > > different, function similarly, and use a completely different hashing > > algorithm than crypt. > > No, crypt() uses more than one algorithm on most systems that support > MD5 passwords, and figures out which to use by the hash. Gnar. By the salt, of course. $ perl -le 'print crypt("foo",q($1$abcdefgh))' $1$abcdefgh$XxzGe9Muun7wTYbZO4sdr0 -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 rt-users at rickbradley.com Fri Nov 8 14:04:12 2002 From: rt-users at rickbradley.com (Rick Bradley) Date: Fri, 8 Nov 2002 13:04:12 -0600 Subject: [rt-users] Password Encryption Used By RT In-Reply-To: <20021108132135.B26747@lafferty.ca> References: <5.1.0.14.2.20021108082521.00b13008@mail1.qualcomm.com> <20021108164139.GA87916@negwo.eastcore.net> <20021108132135.B26747@lafferty.ca> Message-ID: <20021108190412.GC87916@negwo.eastcore.net> * Rich Lafferty (rich+rt at lafferty.ca) [021108 12:28]: > No, crypt() uses more than one algorithm on most systems that support > MD5 passwords, and figures out which to use by the hash. In my > experience, anything that works in your passwd file works in RT. Agreed. A problem arises when the server system has an old crypt() which doesn't understand md5, but users/admins say "just use may /etc/passwd password from ". Then again, that sounds a lot like a call for external auth to me. ;-) Rick -- http://www.rickbradley.com MUPRN: 51 (65F/65F) | RO Hey beautiful, random email haiku | I think I just missed you on | the CS dept. system. From rt-users at rickbradley.com Fri Nov 8 14:05:44 2002 From: rt-users at rickbradley.com (Rick Bradley) Date: Fri, 8 Nov 2002 13:05:44 -0600 Subject: [rt-users] Password Encryption Used By RT In-Reply-To: <5.1.0.14.2.20021108095301.05e7ea98@mail1.qualcomm.com> References: <5.1.0.14.2.20021108082521.00b13008@mail1.qualcomm.com> <5.1.0.14.2.20021108082521.00b13008@mail1.qualcomm.com> <5.1.0.14.2.20021108095301.05e7ea98@mail1.qualcomm.com> Message-ID: <20021108190544.GX88029@negwo.eastcore.net> * John Gedeon (jgedeon at qualcomm.com) [021108 11:56]: > Rick > if our passwords used md5 (i am not sure if they do) would it be possible > to hack rt to use the same thing or is there no md5 function for perl? > John Certainly (or see about using external auth as suggested by another poster). Look at Digest::MD5, and/or Crypt::PasswdMD5. IIRC correctly the encrypted md5 passwords are stored in base64 format with "$1$salt$" prepended. A search on "md5 salt perl" should turn up some useful information as well. I see this, which looks like it's on the right track: http://nntp.x.perl.org/group/perl.crypto/45 Essentially you need to generate the correct format for storing the encrypted md5 password, and then, on lookup during authentication use the right encryption (md5 vs. des) based on the format of the stored password. I haven't needed to do the full trick in Perl, but a friend [0] and I did it in PHP for some projects and donated a version to PHPAuth [1] if you want a free working example. There are probably more concise examples, and definitely some in Perl, available to the diligent Google surfer. [0] http://www.michaelchaney.com/ [1] http://www.phpauth.com/ Rick -- http://www.rickbradley.com MUPRN: 950 (65F/65F) | I've used the system random email haiku | at all hours...), I don't see | how that could be true. From stucki-rt-users at math.fu-berlin.de Fri Nov 8 14:07:31 2002 From: stucki-rt-users at math.fu-berlin.de (Chr. von Stuckrad) Date: Fri, 8 Nov 2002 20:07:31 +0100 Subject: [rt-users] Password Encryption Used By RT In-Reply-To: <20021108134711.D26747@lafferty.ca> References: <5.1.0.14.2.20021108082521.00b13008@mail1.qualcomm.com> <20021108164139.GA87916@negwo.eastcore.net> <20021108132135.B26747@lafferty.ca> <20021108134711.D26747@lafferty.ca> Message-ID: <20021108190731.GA3365@leibniz.math.fu-berlin.de> On Fri, Nov 08, 2002 at 01:47:11PM -0500, Rich Lafferty wrote: > > No, crypt() uses more than one algorithm on most systems that support > > MD5 passwords, and figures out which to use by the hash. > > Gnar. By the salt, of course. > > $ perl -le 'print crypt("foo",q($1$abcdefgh))' > $1$abcdefgh$XxzGe9Muun7wTYbZO4sdr0 This seems to be system-dependent! My perl(s) on LINUX and Solaris *both* give me: $ perl -le 'print crypt("foo",q($1$abcdefgh))' $1BYKQTeiLcrU Stucki -- Christoph von Stuckrad * * |nickname |\ Freie Universitaet Berlin |/_*|'stucki' |Tel(days):+49 30 838-75 459| Fachbereich Mathematik, EDV|\ *|if online|Tel(else):+49 30 77 39 6600| Arnimallee 2-6/14195 Berlin* * |on IRCnet|Fax(alle):+49 30 838-75454/ From mr at gavincowie.com Fri Nov 8 14:27:02 2002 From: mr at gavincowie.com (Gavin BS Cowie) Date: Fri, 08 Nov 2002 11:27:02 -0800 Subject: [rt-users] [Installation] RH7.3 tried mod_perl, tried FastCGI - no love. Message-ID: <3DCC1006.9080400@gavincowie.com> Oh woe is me... Yesterday I began the installation attempt. Did multiple iterations of cpan fixdeps, installed the apache-devel, and zlib-devel, and mysql-devel and eventually got the dependencies satisfied and was feeling pretty smug. Briefly. It seems that apache and mod_perl don't get along as is. Since whenever I have : PerlRequire /opt/rt2/bin/webmux.pl in my list of apache directives, apache won't start, and instead "dies" taking the "subsys" with it, leading to the horrid : httpd dead but *subsys* *locked* when I comment that line out, apache is happy. Of course, RT won't work without it. So I move on to trying FastCGI instead. I put in all the appropriate directives, but when I try and go to the RT site, in the apache error log I receive : [Thu Nov 7 17:52:16 2002] [error] [client 10.11.0.60] FastCGI: comm with server "/opt/rt2/bin/mason_handler.fcgi" aborted: idle timeout (30 sec) No debugable info there, just a timeout, how can I troubleshoot that? I see someone (but only one!) has had these issues before : http://lists.fsck.com/pipermail/rt-users/2002-January/005991.html that poor schmoe got no love back in January... anyone got any input now? Cheers, G ps. specs : RH7.3 apache-1.3.23-11 apache-devel-1.3.23-11 mod_perl-1.26-5 mod_fastcgi-2.2.12 rt-2-0-15 mysql-3.23.49-3 mysql-devel-3.23.49-3 From jesse at bestpractical.com Fri Nov 8 14:36:12 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 8 Nov 2002 14:36:12 -0500 Subject: IBM DeveloperWorks installation tutorial WAS: Re: [rt-users] [Installation] RH7.3 tried mod_perl, tried FastCGI - no love. In-Reply-To: <3DCC1006.9080400@gavincowie.com> References: <3DCC1006.9080400@gavincowie.com> Message-ID: <20021108193612.GT24368@fsck.com> This is probably a good time for me to mention Jesse Tilly's excellent new RT installation tutorial for IBM DeveloperWorks. Jesse walks you through RT installation on RedHat 7.3, complete with clearly written instructions, pretty screenshots and hand-drawn kanji characters. It's currently the top article at http://www.ibm.com/developerworks/. Jesse tells me that he'd love to hear feedback from experienced RT users. Best, Jesse -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From vbhatia at lbl.gov Fri Nov 8 14:45:42 2002 From: vbhatia at lbl.gov (Vik Bhatia) Date: Fri, 08 Nov 2002 11:45:42 -0800 Subject: [rt-users] Re: Password Encryption Used By RT References: <5.1.0.14.2.20021108082521.00b13008@mail1.qualcomm.com> <20021108164139.GA87916@negwo.eastcore.net> <20021108165208.GE2869@nemesis.ox.icnet.uk> Message-ID: <3DCC1466.4010403@lbl.gov> I am interested in knowing how to set up RT to use external auth. I use a perl program to run a LDAP authentication for certain web pages and would like to do the same with RT. in a nutshell what I do with my other apps that run through apache is: 1. Specify the auth type as "basic" the httpd.conf file and the auth handler as a perl module which runs a LDAP search during the authorization phase of the http request loop. It returns OK if the password and username are valid at the LDAP server. The question I have is, can I use the same mechanism with RT somehow? Thanks for your help! -Vik Dave Ewart wrote: > On Friday, 08.11.2002 at 10:41 -0600, Rick Bradley wrote: > > >>In short, if your system uses crypt() passwords then you should be >>able to cut and paste from the passwd file, otherwise no. > > > Or, you could set RT to use "external" authentication, which means that > the authenticated user passed by Apache is accepted and used by RT. You > can then create a password file, for use by Apache, containing the MD5 > passwords from elsewhere. If you'd like more details, let me know. > > Dave. From rich+rt at lafferty.ca Fri Nov 8 15:18:55 2002 From: rich+rt at lafferty.ca (Rich Lafferty) Date: Fri, 8 Nov 2002 15:18:55 -0500 Subject: [rt-users] Password Encryption Used By RT In-Reply-To: <20021108190731.GA3365@leibniz.math.fu-berlin.de>; from stucki-rt-users@math.fu-berlin.de on Fri, Nov 08, 2002 at 08:07:31PM +0100 References: <5.1.0.14.2.20021108082521.00b13008@mail1.qualcomm.com> <20021108164139.GA87916@negwo.eastcore.net> <20021108132135.B26747@lafferty.ca> <20021108134711.D26747@lafferty.ca> <20021108190731.GA3365@leibniz.math.fu-berlin.de> Message-ID: <20021108151855.E26747@lafferty.ca> On Fri, Nov 08, 2002 at 08:07:31PM +0100, Chr. von Stuckrad wrote: > > This seems to be system-dependent! For obvious reasons, crypt() is libc-dependent. -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 mhershey at mhpcc.edu Fri Nov 8 15:29:37 2002 From: mhershey at mhpcc.edu (Michele Hershey) Date: Fri, 08 Nov 2002 10:29:37 -1000 Subject: [rt-users] Keeping dead tickets in Display Message-ID: <3DCC1EB1.301BCE3F@mhpcc.edu> I would like to allow DEAD tickets to display, in both the main display on searches and "More about requestor". Has anyone accomplished this and would it be difficult to complete? Thanks, Michele -------------- next part -------------- A non-text attachment was scrubbed... Name: mhershey.vcf Type: text/x-vcard Size: 237 bytes Desc: Card for Michele Hershey URL: From les at futuresource.com Fri Nov 8 17:55:15 2002 From: les at futuresource.com (Les Mikesell) Date: Fri, 8 Nov 2002 16:55:15 -0600 Subject: [rt-users] [Installation] RH7.3 tried mod_perl, tried FastCGI - no love. In-Reply-To: <3DCC1006.9080400@gavincowie.com> Message-ID: From: Gavin BS Cowie > It seems that apache and mod_perl don't get along as is. Since whenever > I have : > PerlRequire /opt/rt2/bin/webmux.pl > > in my list of apache directives, apache won't start, and instead "dies" > taking the "subsys" with it, leading to the horrid : > httpd dead but *subsys* *locked* What does /var/log/httpd/error_log say is missing? I have it working (not well tested, but working...) with RH 7.3 and the stock apache with mod_perl as a DSO. You have to use the RH init script that starts it with -DHAVE_PERL (among other modules) on the command line. I made a DNS CNAME for rt so I could use a named vhost and not tie the URL's to any physical machine or path: NameVirtualHost * ServerAdmin les+rt at futuresource.com DocumentRoot /opt/rt2/WebRT/html ServerName rt.futuresource.com ServerAlias rt www.rt.futuresource.com PerlModule Apache::DBI PerlRequire /opt/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Hmmm, I think I had to use CPAN to install Apache::DBI in addition to all the stuff the fixdeps script got. ---- Les Mikesell les at futuresource.com From HGororo at chartercom.com Sat Nov 9 13:29:44 2002 From: HGororo at chartercom.com (Gororo, Hillary) Date: Sat, 9 Nov 2002 12:29:44 -0600 Subject: [rt-users] RE: RT2 Database Restore Fails Message-ID: Hi Guys, On trying to do a full restore my RT2 database I get the following error: ERROR 2006 at line 86: MySQL server has gone away The mysqld shows that it did not crash and my wait timeout is set to 28800. My RT2 application is located on a UNIX box and is on the same machine as the mysql db I then tried restoring the database one table at a time. I was successful in restoring all the tables except the Attachments table which is approx 800M in size. My db is approx 1.1G in size. Does anyone have any idea what may be causing this error and how to fix it? Thank you Hillary "The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from all computers." -------------- next part -------------- An HTML attachment was scrubbed... URL: From svigano at boothcreek.com Sat Nov 9 15:49:53 2002 From: svigano at boothcreek.com (Steffan Vigano) Date: Sat, 09 Nov 2002 12:49:53 -0800 Subject: [rt-users] dealing with replies with quoted text via an email link Message-ID: <3DCD74F1.8070703@boothcreek.com> First off.... thanks for a great tool. It's helped us out tremendously. OK... here we go. In an effort to keep all the quoted text in replies out of our DB and keep the tickets a bit more readable, I've been playing with adding a link to comments that would allow a single click to create a new, empty, email back to the queue with the correct subject so it gets added to the correct ticket. I've come close, but am having issues getting it to work in a variety of email clients. Seems not all email clients parse "%20" correctly, or continue to parse where a variable has been inserted. Is there another way I can get the complete TicketID with the system name intact? For example, [BCSH #100], versus just the TicketID of 100 with a combination of "%20"'s. Here's what I have so far... they work to limited success. Any ideas would be greatly appreciated! "mailto:support at domain.com?subject=[BCSH%20#{$Ticket->id}]%20Regarding {$Transaction->Subject || $Ticket->Subject || "(No subject given)"}" or since most email clients auto-hyperlink email addresses anyway: "{$Ticket->QueueObj->CorrespondAddress()}?subject=[BCSH%20#{$Ticket->id}]" One other issue is that, if you don't include some other text in the subject along with the TicketID string, like that second example, you get a blank subject back on all the other outbound tickets, versus the original ticket subject. Anyway, to force the subject of all outbound emails to use the original ticket subject versus whatever the subject of the email was that was sent in? Thanks again, Steffan -- Steffan Vigano Booth Creek Ski Holdings Information Technologies http://www.boothcreek.com From ayali at ayali.com Sun Nov 10 13:40:55 2002 From: ayali at ayali.com (Ayal Itzkovitz) Date: Sun, 10 Nov 2002 20:40:55 +0200 Subject: [rt-users] Problem with email FROM/SENDER fields Message-ID: Hi All. We're using QMAIL as our mail server. In all emails generated by the RT system we receive the following fields: From: "Support" RT-Ticket: My TroubleTicket #43 X-Mailer: Perl5 Mail::Internet v1.33 Reply-To: support at mysite.com Precedence: bulk RT-Originator: ayali at ayali.com To: ayali at ayali.com Sender: nobody Note that there is a "Sender:" field set to be nobody (our apache server runs in "nobody" user). When receiving this automatically generated email, the user sees in the From: field, a text like: "nobody [nobody at access.mysite.com] on behalf of Support [support at mysite.com]" This is very annoying! We would prefer to see the From field only and ommit the "Sender" field at all! Can anyone suggest/help?? Thank you, Ayal. -- ayali at ayali.com From seph at commerceflow.com Sun Nov 10 18:49:18 2002 From: seph at commerceflow.com (seph) Date: 10 Nov 2002 15:49:18 -0800 Subject: [rt-users] Problem with email FROM/SENDER fields In-Reply-To: References: Message-ID: > We would prefer to see the From field only and ommit the "Sender" field at > all! > > Can anyone suggest/help?? This is *such* a common question, that it's answered in the FAQ and mailing list archives. Why don't you take a look there? http://www.fsck.com/rtfm/article.html?id=105 seph From andy at bribed.net Sun Nov 10 18:57:52 2002 From: andy at bribed.net (Andy Coates) Date: Sun, 10 Nov 2002 23:57:52 -0000 Subject: [rt-users] Problem with email FROM/SENDER fields In-Reply-To: Message-ID: <000001c28914$fb35e640$163c98d5@DARLA> > > We would prefer to see the From field only and ommit the > "Sender" field at > > all! > > > > Can anyone suggest/help?? > > This is *such* a common question, that it's answered in the FAQ and > mailing list archives. Why don't you take a look there? > > http://www.fsck.com/rtfm/article.html?id=105 It doesn't really help if you're using Qmail and don't have sendmailpipe anywhere. I sometimes see addresses like queue.domain.com at domain.com, or the common nobody at domain.com Can't find any info on the former email address, probably qmail setup related. If anyone has seen it and knows how to set it up properly, please let me know. TIA, Andy. From pdh at snapgear.com Sun Nov 10 19:19:15 2002 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 11 Nov 2002 10:19:15 +1000 Subject: [rt-users] RE: RT2 Database Restore Fails In-Reply-To: References: Message-ID: <20021111001915.GU457@luggage.internal.moreton.com.au> Gororo, Hillary wrote: > ERROR 2006 at line 86: MySQL server has gone away > The mysqld shows that it did not crash and my wait timeout is set to 28800. > My RT2 application is located on a UNIX box and is on the same machine as > the mysql db I then tried restoring the database one table at a time. I was > successful in restoring all the tables except the Attachments table which is > approx 800M in size. My db is approx 1.1G in size. > Does anyone have any idea what may be causing this error and how to fix it? You may have an old buggy version of mysql, and/or you're trying to insert objects into the database that exceed the server's max_allowed_packet size. -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From rurban at inode.at Mon Nov 11 03:45:35 2002 From: rurban at inode.at (Reini Urban) Date: Mon, 11 Nov 2002 09:45:35 +0100 Subject: [rt-users] RT under Cygwin? References: <5.1.0.14.0.20021107234215.020c70f8@mail.puryear-it.com> Message-ID: <3DCF6E2F.9030002@inode.at> Dustin Puryear schrieb: > Has anyone successfully installed RT under Cygwin? I am VERY close, but > I recently found out that there may be problems with running mod_perl > under Apache? Anyway, if anyone has even tried recently then let me > know, thanks! Yes, but just for development and testing purposes. The standard windows apache with mod_perl distros work fine. The cygwin apache with mysql not so. my cygwin problem was mysql, not mod_perl. Anyway, cygwin apache is too slow, the msvc apaches do work fine. I was trying to improve the rt2 performance, but mason is just too slow. So we still are stuck with rt1. I was almost finished with converting rt1 to mod_perl, but then I had other things to do. (current ticket id: 317989) -- Reini Urban - Programmer - http://inode.at From Dave.Ewart at cancer.org.uk Mon Nov 11 04:13:01 2002 From: Dave.Ewart at cancer.org.uk (Dave Ewart) Date: Mon, 11 Nov 2002 09:13:01 +0000 Subject: [rt-users] Re: Password Encryption Used By RT In-Reply-To: <5.1.0.14.2.20021108095039.05f1feb0@mail1.qualcomm.com> References: <20021108164139.GA87916@negwo.eastcore.net> <5.1.0.14.2.20021108082521.00b13008@mail1.qualcomm.com> <20021108164139.GA87916@negwo.eastcore.net> <5.1.0.14.2.20021108095039.05f1feb0@mail1.qualcomm.com> Message-ID: <20021111091301.GG2869@nemesis.ox.icnet.uk> On Friday, 08.11.2002 at 09:51 -0800, John Gedeon wrote: > At 08:52 AM 11/8/2002, Dave Ewart wrote: > >On Friday, 08.11.2002 at 10:41 -0600, Rick Bradley wrote: > > > > > In short, if your system uses crypt() passwords then you should be > > > able to cut and paste from the passwd file, otherwise no. > > > > Or, you could set RT to use "external" authentication, which means that > > the authenticated user passed by Apache is accepted and used by RT. You > > can then create a password file, for use by Apache, containing the MD5 > > passwords from elsewhere. If you'd like more details, let me know. > > Yeah could you go into more detail? > Thanks for the info A couple of people have asked about this so ... try the following: Set $WebExternalAuth = 'on'; in etc/config.pm This will make Apache responsible for providing RT with an authenticated username - "external" means external to RT, not necessarily on another server, for example, as I understand. in httpd.conf: Alias /rt2/ /opt/rt2/WebRT/html/ PerlRequire /opt/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason AuthType Basic AuthUserFile /usr/local/apache/conf/htpasswd.users AuthName "Use normal password" require valid-user Note the "AuthUserFile" - this is a file which is only used by RT and I populate it and keep it up-to-date by using 'scp' to pull across the shadow password file from our main central server (RT is installed on a different box). I have the following script run every 15 minutes or so, which updates the file htpasswd.users from the shadow password file on the other box: # ---------------------------------------------------------------------- #!/bin/bash # # Copy /etc/shadow and build password file for RT access HERE=/usr/local/apache/conf SCP=/usr/local/bin/scp SHADOW_TARGET=root at centralserver.blah.com:/etc/shadow SHADOW_LOCAL=$HERE/shadow.tmp PASSWD_FILE=$HERE/htpasswd.users $SCP -q $SHADOW_TARGET $SHADOW_LOCAL cat $SHADOW_LOCAL | cut -f1-2 -d ':' | grep '\$1\$' > $PASSWD_FILE rm $SHADOW_LOCAL # ---------------------------------------------------------------------- Note that only the username and shadow password are required, hence the 'cut' - the 'grep' filters out only those password that are valid - they all start '$1$' on my system, at least. Hope that helps someone. Don't forget, stop and then restart Apache etc. Dave. -- Dave Ewart Dave.Ewart at cancer.org.uk Computing Manager, Epidemiology Unit, Oxford Cancer Research UK PGP: CC70 1883 BD92 E665 B840 118B 6E94 2CFD 694D E370 From seph at commerceflow.com Mon Nov 11 05:02:49 2002 From: seph at commerceflow.com (seph) Date: 11 Nov 2002 02:02:49 -0800 Subject: [rt-users] Problem with email FROM/SENDER fields In-Reply-To: <000001c28914$fb35e640$163c98d5@DARLA> References: <000001c28914$fb35e640$163c98d5@DARLA> Message-ID: > > http://www.fsck.com/rtfm/article.html?id=105 > > It doesn't really help if you're using Qmail and don't have sendmailpipe > anywhere. I thought this was in the docs, but my quick search doesn't find it. I guess it's only been made clear on the mailing list. sendmailpipe isn't a command, it's a value for RT's $MailCommand variable. RT pipes mail directly to $SendmailPath and the right thing happens more often. read the comment, and make sure $SendmailPath and $SendmailArguments are set correctly. and as for qmail, the reason the Sender entry in the faq doesn't address qmail specifically, is cause qmail doesn't insert sender headers. seph PS: I updated the Sender header FAQ entries. From andy at bribed.net Mon Nov 11 05:15:03 2002 From: andy at bribed.net (Andy Coates) Date: Mon, 11 Nov 2002 10:15:03 -0000 Subject: [rt-users] Problem with email FROM/SENDER fields In-Reply-To: Message-ID: <001801c2896b$33cf12f0$876bfd50@buffy> > > > http://www.fsck.com/rtfm/article.html?id=105 > > > > It doesn't really help if you're using Qmail and don't have > sendmailpipe > > anywhere. > > I thought this was in the docs, but my quick search doesn't find it. I > guess it's only been made clear on the mailing list. sendmailpipe > isn't a command, it's a value for RT's $MailCommand variable. RT pipes > mail directly to $SendmailPath and the right thing happens more > often. read the comment, and make sure $SendmailPath and > $SendmailArguments are set correctly. > > and as for qmail, the reason the Sender entry in the faq doesn't > address qmail specifically, is cause qmail doesn't insert sender > headers. Thanks a lot for the clarification on sendmailpipe - it does indeed remove the Sender: header with Qmail (which also confirms your second paragraph). Cheers, Andy. From bruce_campbell at ripe.net Mon Nov 11 05:52:35 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Mon, 11 Nov 2002 11:52:35 +0100 (CET) Subject: [rt-users] Keeping dead tickets in Display In-Reply-To: <3DCC1EB1.301BCE3F@mhpcc.edu> Message-ID: On Fri, 8 Nov 2002, Michele Hershey wrote: > I would like to allow DEAD tickets to display, in both the main display > on searches and "More about requestor". Has anyone accomplished this > and would it be difficult to complete? In RT::Tickets->Next(), there is a special case for tickets with a status of 'dead' (to the effect of 'NEVER show dead tickets'). Commenting out this special case will produce what you are after, however this may have other effects. Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From b.boksa at sidebysite.de Mon Nov 11 06:04:36 2002 From: b.boksa at sidebysite.de (Benjamin Boksa) Date: Mon, 11 Nov 2002 12:04:36 +0100 Subject: [rt-users] TimeWorked Message-ID: <5D8AAD2C-F565-11D6-8A75-00039310C34C@sidebysite.de> I hope it is OK to cross-post this message on rt-users and rt-devel: My boss wants me to do some reporting about the time worked on different Tickets in different Queues. Is it right if I assume that Tickets.TimeWorked is the sum of Transactions.TimeTaken for the given ticket, if Tickets.TimeWorked is not changed manually? What I plan to do is to generate a XML-Document with a basic overview of the tickets and the time worked on them in a given time-interval. Any suggestions are welcome. 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 mariana.lopes at multicert.com Mon Nov 11 06:16:25 2002 From: mariana.lopes at multicert.com (Mariana Martins Lopes) Date: 11 Nov 2002 11:16:25 +0000 Subject: [rt-users] Problems on replying Message-ID: <1037013386.2219.25.camel@mlopes> Hello! I dont' undestand what's happening with RT. when I reply to a ticket, on the web interface, it doesn't send an email to the requestor. I know that my RT is sending emails, because I have the "autoReply" turned on and it works. Also I have the following permissions: *Configuration-Queues-Group rights-AdminCc ReplyTo Ticket (I'm replying with an AdminCc user) *Configuration-Global-Everyone ReplyTo Ticket Can you help me? Thanks, Mariana From ayali at ayali.com Mon Nov 11 07:35:39 2002 From: ayali at ayali.com (Ayal Itzkovitz) Date: Mon, 11 Nov 2002 14:35:39 +0200 Subject: [rt-users] Problem with email FROM/SENDER fields Message-ID: Andy: It still doesn't work for me with qmail. Which $SendmailArguments are you using ?? It seems that my qmail does not add "Sender:" field when I send directly, but it *does* add it when sent through the RT system. my config.pm: $MailCommand = 'sendmailpipe'; $SendmailArguments="-oi -t"; $SendmailPath = "/usr/sbin/sendmail"; (/usr/sbin/sendmail -> /var/qmail/bin/sendmail) thanks, Ayal. -- ------------------- Andy Coates andy at bribed.net Mon, 11 Nov 2002 10:15:03 -0000 Previous message: [rt-users] Problem with email FROM/SENDER fields Next message: [rt-users] TimeWorked Messages sorted by: [ date ] [ thread ] [ subject ] [ author ] ---------------------------------------------------------------------------- ---- > > > http://www.fsck.com/rtfm/article.html?id=105 > > > > It doesn't really help if you're using Qmail and don't have > sendmailpipe > > anywhere. > > I thought this was in the docs, but my quick search doesn't find it. I > guess it's only been made clear on the mailing list. sendmailpipe > isn't a command, it's a value for RT's $MailCommand variable. RT pipes > mail directly to $SendmailPath and the right thing happens more > often. read the comment, and make sure $SendmailPath and > $SendmailArguments are set correctly. > > and as for qmail, the reason the Sender entry in the faq doesn't > address qmail specifically, is cause qmail doesn't insert sender > headers. Thanks a lot for the clarification on sendmailpipe - it does indeed remove the Sender: header with Qmail (which also confirms your second paragraph). Cheers, Andy. ----- Message: 13 From: "Andy Coates" To: "'seph'" Cc: Subject: RE: [rt-users] Problem with email FROM/SENDER fields Date: Sun, 10 Nov 2002 23:57:52 -0000 > > We would prefer to see the From field only and ommit the > "Sender" field at > > all! > > > > Can anyone suggest/help?? > > This is *such* a common question, that it's answered in the FAQ and > mailing list archives. Why don't you take a look there? > > http://www.fsck.com/rtfm/article.html?id=105 It doesn't really help if you're using Qmail and don't have sendmailpipe anywhere. I sometimes see addresses like queue.domain.com at domain.com, or the common nobody at domain.com Can't find any info on the former email address, probably qmail setup related. If anyone has seen it and knows how to set it up properly, please let me know. TIA, Andy. From andy at bribed.net Mon Nov 11 07:43:35 2002 From: andy at bribed.net (Andy Coates) Date: Mon, 11 Nov 2002 12:43:35 -0000 Subject: [rt-users] Problem with email FROM/SENDER fields In-Reply-To: Message-ID: <002101c2897f$f3886790$876bfd50@buffy> > Andy: > > It still doesn't work for me with qmail. Which > $SendmailArguments are you > using ?? The same as you state below (except my -t is before -oi, but I doubt that matters). > It seems that my qmail does not add "Sender:" field when I > send directly, > but it *does* add it when sent through the RT system. I'm not sure what you mean by "directly" and "through" the RT system, can you explain more? If you mean just sending an email from a shell, then my Qmail never added them either. So it sounds like your changes haven't had an effect... I tested by sending an email to the queue mail address, and waited for the autoreply to come back (which before had the Sender: but not after using sendmailpipe). I doubt it makes a difference, but I did restart RT (had made some WebRT code changes earlier, unrelated). Andy. > my config.pm: > $MailCommand = 'sendmailpipe'; > $SendmailArguments="-oi -t"; > $SendmailPath = "/usr/sbin/sendmail"; (/usr/sbin/sendmail -> > /var/qmail/bin/sendmail) > > thanks, > Ayal. > -- > > ------------------- > > > Andy Coates andy at bribed.net > Mon, 11 Nov 2002 10:15:03 -0000 > > Previous message: [rt-users] Problem with email FROM/SENDER fields > Next message: [rt-users] TimeWorked > Messages sorted by: [ date ] [ thread ] [ subject ] [ author ] > > -------------------------------------------------------------- > -------------- > ---- > > > > > http://www.fsck.com/rtfm/article.html?id=105 > > > > > > It doesn't really help if you're using Qmail and don't have > > sendmailpipe > > > anywhere. > > > > I thought this was in the docs, but my quick search doesn't > find it. I > > guess it's only been made clear on the mailing list. sendmailpipe > > isn't a command, it's a value for RT's $MailCommand > variable. RT pipes > > mail directly to $SendmailPath and the right thing happens more > > often. read the comment, and make sure $SendmailPath and > > $SendmailArguments are set correctly. > > > > and as for qmail, the reason the Sender entry in the faq doesn't > > address qmail specifically, is cause qmail doesn't insert sender > > headers. > > Thanks a lot for the clarification on sendmailpipe - it does indeed > remove the Sender: header with Qmail (which also confirms your second > paragraph). > > Cheers, > Andy. > > ----- > > Message: 13 > From: "Andy Coates" > To: "'seph'" > Cc: > Subject: RE: [rt-users] Problem with email FROM/SENDER fields > Date: Sun, 10 Nov 2002 23:57:52 -0000 > > > > We would prefer to see the From field only and ommit the > > "Sender" field at > > > all! > > > > > > Can anyone suggest/help?? > > > > This is *such* a common question, that it's answered in the FAQ and > > mailing list archives. Why don't you take a look there? > > > > http://www.fsck.com/rtfm/article.html?id=105 > > It doesn't really help if you're using Qmail and don't have > sendmailpipe > anywhere. > > I sometimes see addresses like queue.domain.com at domain.com, or the > common nobody at domain.com > > Can't find any info on the former email address, probably qmail setup > related. If anyone has seen it and knows how to set it up properly, > please let me know. > > TIA, > Andy. > > From rsoubyran at paysystems.com Mon Nov 11 09:46:43 2002 From: rsoubyran at paysystems.com (Richard Soubyran) Date: Mon, 11 Nov 2002 09:46:43 -0500 Subject: [rt-users] Preventing users to 'resolve' tikets Message-ID: <002501c28991$27b03dc0$1401a8c0@internal.paysystems.com> Hello, Is there a way to prevent users to 'resolve' tickets? In so many words, only a helpdesk master would be able to close tickaets after validating the work with the assigned technician. thanks, richard From khera at kcilink.com Mon Nov 11 14:59:07 2002 From: khera at kcilink.com (Vivek Khera) Date: Mon, 11 Nov 2002 14:59:07 -0500 Subject: [rt-users] rt-mailgate losing messages on failures Message-ID: <15824.3083.952664.102113@onceler.kciLink.com> Last week, I got a blank message from RT as a queue watcher/admin. Today I got another as a response to an open ticket I'm handling. RT's logs had this to say: [Mon Nov 11 19:34:20 2002] [crit]: RT::Attachment->Create couldn't, as you didn't specify a transaction [Mon Nov 11 19:34:21 2002] [err]: RT::Ticket=HASH(0x87f2e28) couldn't init a transaction (Transaction Created) I checked the mail server logs, and I see that there was a message coming in at the time: Nov 11 14:34:20 w01 postfix/nqmgr[5816]: AC2AA3628E: from=, size=2219, nrcpt=1 (queue active) Nov 11 14:34:21 w01 postfix/local[43703]: AC2AA3628E: to=, relay=local, delay=2, status=sent ("|/var/rt2/bin/rt-mailgate --queue abuse --action correspond") The blank message had the right subject line on it and ticket number info, but the From had a " via RT" (note the blank). Also, there's no record of this in the ticket, or anywhere else within RT that I can find. Shouldn't rt-mailgate fail-safe to just forward the message intact to the list admin and/or ticket owner? I have no clue as to the content of this message that would cause such an issue, and I'm probably gonna look like an idoit for not responding to that message... From rt-id-45 at lists.lorens.org Mon Nov 11 15:26:52 2002 From: rt-id-45 at lists.lorens.org (Lorens Kockum) Date: Mon, 11 Nov 2002 21:26:52 +0100 Subject: [rt-users] Problem with email FROM/SENDER fields In-Reply-To: References: Message-ID: <20021111202652.GA11929@apex.lorens.com> On Mon, Nov 11, 2002 at 02:35:39PM +0200, Ayal Itzkovitz wrote: > > It still doesn't work for me with qmail. Which $SendmailArguments are you > using ?? > > It seems that my qmail does not add "Sender:" field when I send directly, > but it *does* add it when sent through the RT system. > > my config.pm: > $MailCommand = 'sendmailpipe'; > $SendmailArguments="-oi -t"; > $SendmailPath = "/usr/sbin/sendmail"; (/usr/sbin/sendmail -> > /var/qmail/bin/sendmail) You, ummm, are not using qmail. Maybe you have a qmail server on the machine, but you also have a sendmail binary, which is setting Sender:. You need to consult the FAQ on how to tell RT to use qmail (I suppose there is one). -- #include Lorens Kockum From jgoss1074 at yahoo.com Mon Nov 11 16:01:15 2002 From: jgoss1074 at yahoo.com (James Goss) Date: Mon, 11 Nov 2002 15:01:15 -0600 Subject: [rt-users] Change Ticket Attrib via Email Message-ID: I checked the FAQ and it suggests looking at enhanced-mailgate, which I did. But the datestamp puts it a year old and I'm wondering if it is safe to use with 2.0.15 and if anyone is using it? Also, does anyone have any more detailed instructions for configuring gpg to work with it? http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/ Thanks, Jim Goss Manager, Systems Integration & Test Transat Technologies +1-817-481-4412 From jgoss1074 at yahoo.com Mon Nov 11 16:15:56 2002 From: jgoss1074 at yahoo.com (James Goss) Date: Mon, 11 Nov 2002 15:15:56 -0600 Subject: [rt-users] "Grouping" of unprivileged users Message-ID: Hello all, I don't imagine that this is an uncommon problem, but I've poked through the documentation, FAQ and archives and didn't see anything that addressed this issue... I've got some customers who have 'user' accounts in RT (2.0.15) so that they can review tickets they've submitted in the past and see status, etc. The complaint that I get from them is that they can see only their own tickets and not those of their co-workers. That is, if customers X and Y work for company A then it is a reasonable request for them to ask for the ability for customer X to see the tickets requested by customer Y and vice-versa. Unfortunately, I see no way to implement this in RT, except to manually add customer Y as a requestor for customer X's tickets and vice-versa. So my question is: * Is there a way to 'group' users so they can see each other's tickets without granting them privileges? I've looked into doing this by granting them privileges, but it seems even privileged users with few privileges can still _see_ a lot of the configuration, even if they can't change it. This is not acceptable for our application. * Is there a way that I can automatically add customer Y as a requestor to tickets coming from customer X? Thanks, Jim From seph at commerceflow.com Mon Nov 11 16:23:03 2002 From: seph at commerceflow.com (seph) Date: 11 Nov 2002 13:23:03 -0800 Subject: [rt-users] Problem with email FROM/SENDER fields In-Reply-To: <20021111202652.GA11929@apex.lorens.com> References: <20021111202652.GA11929@apex.lorens.com> Message-ID: > > my config.pm: > > $MailCommand = 'sendmailpipe'; > > $SendmailArguments="-oi -t"; > > $SendmailPath = "/usr/sbin/sendmail"; (/usr/sbin/sendmail -> > > /var/qmail/bin/sendmail) > > You, ummm, are not using qmail. why do you say that? most MTA (certainly true for qmail, postfix, and exim) have binaries named "sendmail" to allow things to send mail using them. those configs look fine, I'm not sure where your sender header is coming from. It's probably worth restarting rt, but I'm not convinced that would help. seph From pdh at snapgear.com Mon Nov 11 16:56:51 2002 From: pdh at snapgear.com (Phil Homewood) Date: Tue, 12 Nov 2002 07:56:51 +1000 Subject: [rt-users] Problems on replying In-Reply-To: <1037013386.2219.25.camel@mlopes> References: <1037013386.2219.25.camel@mlopes> Message-ID: <20021111215651.GB457@luggage.internal.moreton.com.au> Mariana Martins Lopes wrote: > when I reply to a ticket, on the web interface, it doesn't send an email > to the requestor. http://www.fsck.com/rtfm/article.html?id=5#73 -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From flo at fxb.de Tue Nov 12 00:52:24 2002 From: flo at fxb.de (Florian Bischof) Date: 12 Nov 2002 06:52:24 +0100 Subject: [rt-users] RT Spell Check In-Reply-To: <3DCAD278.80901@fifthvision.net> References: <000801c28698$79939020$69285492@tivoli.com> <3DCAD278.80901@fifthvision.net> Message-ID: <1037080344.4287.6779.camel@schiri> I really don't like server side spell checkers. I don't like the idea to use ten different spell checking systems, one for each web application. Different features, dictionaries, usage, user dictionaries. Spell checking is a task the client should do. I suggest "ieSpell" to my clients. It is a free Internet Explorer browser extension that spell checks text input boxes on a web page (see http://www.iespell.com/). Unfortunately there is no such tool for Netscape up to now. Maybe you wanna help the Mozilla-Developers implementing this: http://bugzilla.mozilla.org/show_bug.cgi?id=16409 -- Florian Am Don, 2002-11-07 um 21.52 schrieb Michael Grubb: > Well, I disagree. > > Writing a spell checker for RT has been on my todo list for sometime, > (Albeit low on said list =] ), I think that there is room for an > elegant server side solution. > > I was thinking of something very similar to Rick Bradley's solution. > Except that I had planned on putting a seperate button for spell check, > and then just replacing the contents of the update box once the check > was complete. My plan is to offer suggestions in a drop down box, with > a couple of other options in addition. Having an `Add' and `Custom' > option in each. The `Add' option would add the word to the user's > dictionary. The `Custom' option would mark the word and prompt the user > for a suitable replacement. I was planning on adding another text box > field to the user preferences to manage the user dictionary. > My first scratch was not planning on implementing the custom dictionary. > I was planning on using Aspell as the spell checker. > I think that it can be done very elegantly with no clunk at all. > After all I think that the StockAnswers module (packaging problems > aside) was a fairly elegant solution. > > That's just my opinion, I could be wrong. > > -Michael > > Christian Gilmore wrote: > > Without doing something client-side (like a java applet that came with a > > pre-loaded speller/editor), anything you do will be clunky. You could insert > > an interface to ispell within RT's correspondence method or doing one of a > > few other possibilities, but in the end you'd accept a correspondence, spell > > check it, then respond with an error about all of the misspellings for the > > user to then hunt around. I believe that your best, easiest course would be > > to ask users to write their messages in an external application and then > > paste in the result. > > > > Thanks, > > Christian > > > > ----------------- > > Christian Gilmore > > Technology Leader > > GeT WW Global Applications Development > > IBM Software Group From JoopvandeWege at mococo.nl Tue Nov 12 03:50:34 2002 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Tue, 12 Nov 2002 09:50:34 +0100 Subject: [rt-users] Split Ticket In-Reply-To: <20021106173525.10299.1979.Mailman@pallas.eruditorum.org> References: <20021106173525.10299.1979.Mailman@pallas.eruditorum.org> Message-ID: <20021112094347.62D2.JOOPVANDEWEGE@mococo.nl> > Date: Wed, 6 Nov 2002 12:13:36 -0500 > From: Tony Aiuto > To: rt-users at lists.fsck.com > Subject: Re: [rt-users] Split Ticket > > > Here is my version 1 hack for doing a split ticket like I asked > about a few week ago. Some people seemed interested in such > a feature so I'm making it available. > > I'm not totally happy with the implementation yet, but I think > it's stable enough for people to use. Tthanks Tony for this addon. I have edited Split.html to look more RT'ish. Only problem I have is that I don't like the rowspan=20 in the following piece: Problem is that one doesn't know in advance into how many parts the ticket is going to be split but more than 20 seems unlikely and I haven't seen any side effects sofar. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bruce_campbell at ripe.net Tue Nov 12 04:19:47 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Tue, 12 Nov 2002 10:19:47 +0100 (CET) Subject: [rt-users] rt-mailgate losing messages on failures In-Reply-To: <15824.3083.952664.102113@onceler.kciLink.com> Message-ID: On Mon, 11 Nov 2002, Vivek Khera wrote: > Last week, I got a blank message from RT as a queue watcher/admin. > Today I got another as a response to an open ticket I'm handling. > > RT's logs had this to say: > > [Mon Nov 11 19:34:20 2002] [crit]: RT::Attachment->Create couldn't, as > you didn't specify a transaction The only time I've seen this has been when we've received a message with a blank body. rt-mailgate attempts to create the ticket, but borks on doing the attachment, leaving you with a ticket in an indeterminate, but usually blank, state. > Shouldn't rt-mailgate fail-safe to just forward the message intact to > the list admin and/or ticket owner? It should. I suspect that because the MTA indicated a complete message being passed, rt-mailgate is assuming that it has a body. > I have no clue as to the content of this message that would cause such > an issue, and I'm probably gonna look like an idoit for not responding > to that message... We're a tad paranoid, and dump all the incoming mails into an archival mechanism before passing it to RT (which is how we found it), so if you've got rt-mailgate configured to retry in case of failure, you end up with 1 + ( number_of_minutes_until_someone_notices / mail_retry_period ) blank tickets in RT. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From pathar at dc.luth.se Tue Nov 12 05:04:44 2002 From: pathar at dc.luth.se (Patrick Harlin) Date: Tue, 12 Nov 2002 11:04:44 +0100 Subject: [rt-users] Howto change default owner of new tickets... Message-ID: <200211121004.gACA4inG029517@samson.dc.luth.se> Hi, I have managed to change the name for the default user "nobody" into "_". This makes it more easy to see which cases that not are taken yet. I made this by a small hack for rt 2.0.14 (see below): /install/rt2_14/bin/mason_handler.scgi -> $RT::Nobody->LoadByName('_'); <- # $RT::Nobody->LoadByName('Nobody'); /install/rt2_14/etc/insertdata, @users = ( { -> Name => '_', <- # Name => 'Nobody', RealName => 'Nobody in particular', /install/rt2_14/lib/RT.pm (2 places). #RT's "nobody user" is a genuine database user. its ID lives here. $Nobody = new RT::CurrentUser(); -> $Nobody->LoadByName('_'); <- # $Nobody->LoadByName('Nobody'); AND ok (require RT::TestHarness); -> ok ($RT::Nobody->Name() eq '_', "Nobody is nobody"); <- # ok ($RT::Nobody->Name() eq 'Nobody', "Nobody is nobody"); And I issued this command in mysql: UPDATE users set name = '_' where name = 'Nobody'; Now I have moved my installtion to another (faster machine) by installing rt 2.0.15 on it, then I used mysqldump to move the database. Everything seems to be working perfect..... /Cheers, --------------------------------- Patrick Harlin, SysAdm Lulea University of Technology Sweden --------------------------------- From michael.fernandez at dms.at Tue Nov 12 09:55:41 2002 From: michael.fernandez at dms.at (Michael Fernandez) Date: 12 Nov 2002 15:55:41 +0100 Subject: [rt-users] Steal ticket rigth Message-ID: <1037112942.29094.229.camel@i3s15.sophia.dms.at> Hi all, Is this possible for a user to have the right to take a ticket assigned to nobody ? In fact, I want my users to be able to take a ticket assigned to nobody, but they must not be able to modify other tickets. Thanks, Micha?l. From pjw at rhyme.com.au Tue Nov 12 10:29:25 2002 From: pjw at rhyme.com.au (Philip Warner) Date: Wed, 13 Nov 2002 02:29:25 +1100 Subject: [rt-users] Public and Private queues? Message-ID: <5.1.0.14.0.20021113022654.06c09178@mail.rhyme.com.au> I am trying to set up a system that mirrors the features of our in-house request tracking system, specifically, we have something like queues which can be either public or private. The idea being that a public queue can be viewied or reported to by the 'Everyone' group, but a private queue has to have access granted explicitly. Is this possible? ---------------------------------------------------------------- Philip Warner | __---_____ Albatross Consulting Pty. Ltd. |----/ - \ (A.B.N. 75 008 659 498) | /(@) ______---_ Tel: (+61) 0500 83 82 81 | _________ \ Fax: (+61) 03 5330 3172 | ___________ | Http://www.rhyme.com.au | / \| | --________-- PGP key available upon request, | / and from pgp5.ai.mit.edu:11371 |/ From khera at kcilink.com Tue Nov 12 10:33:21 2002 From: khera at kcilink.com (Vivek Khera) Date: Tue, 12 Nov 2002 10:33:21 -0500 Subject: [rt-users] rt-mailgate losing messages on failures In-Reply-To: References: <15824.3083.952664.102113@onceler.kciLink.com> Message-ID: <15825.8001.94032.597570@onceler.kciLink.com> >>>>> "BC" == Bruce Campbell writes: BC> The only time I've seen this has been when we've received a message with a BC> blank body. rt-mailgate attempts to create the ticket, but borks on doing BC> the attachment, leaving you with a ticket in an indeterminate, but usually BC> blank, state. Yeah, I'd have thought so too, but the mail log showed the incoming message was over 2k bytes long. I think I'm gonna have the alias that calls mailgate also save to another file, which will get rotated like a log file daily. From pjw at rhyme.com.au Tue Nov 12 10:45:52 2002 From: pjw at rhyme.com.au (Philip Warner) Date: Wed, 13 Nov 2002 02:45:52 +1100 Subject: [rt-users] rt-mailgate losing messages on failures In-Reply-To: <15825.8001.94032.597570@onceler.kciLink.com> References: <15824.3083.952664.102113@onceler.kciLink.com> Message-ID: <5.1.0.14.0.20021113024357.05239b70@mail.rhyme.com.au> At 10:33 AM 12/11/2002 -0500, Vivek Khera wrote: >I think I'm gonna have the alias that calls mailgate also save to >another file, which will get rotated like a log file daily. One thing I would really like to see is the ability to define a queue to receive all messages that would otherwise fail privilege tests. We have a requirement to log all contacts from registered users; even if they send the mail to the wrong queue. ---------------------------------------------------------------- Philip Warner | __---_____ Albatross Consulting Pty. Ltd. |----/ - \ (A.B.N. 75 008 659 498) | /(@) ______---_ Tel: (+61) 0500 83 82 81 | _________ \ Fax: (+61) 03 5330 3172 | ___________ | Http://www.rhyme.com.au | / \| | --________-- PGP key available upon request, | / and from pgp5.ai.mit.edu:11371 |/ From mccallum at nemsys.com Tue Nov 12 10:52:35 2002 From: mccallum at nemsys.com (Donald A. McCallum) Date: Tue, 12 Nov 2002 10:52:35 -0500 Subject: [rt-users] FW: RT 2.0 Reply email problem Message-ID: <00DA87AEF9493F4287FF6EB4FF1A75CDA8FC@nem.nemsys.com> Sorry if this is a duplicate, I sent this prior to actually being subscribed... ---- Hello all, I'm a new user to RT but after many, many long nights have managed to have it up and running almost perfectly. :-) My primary email server is Exchange 2000 running on NT 2000 Server. I have 2 email boxes setup to forward to my RT box. support at nemsys.com & comments at nemsys.com Both of these work find and generate a ticket. The problem is that the ticket that is generated comes back with the following headers: Microsoft Mail Internet Headers Version 2.0 Received: from nemsys.com ([192.168.2.1]) by nem.nemsys.com with Microsoft SMTPSVC(5.0.2195.5329); Mon, 11 Nov 2002 09:29:58 -0500 X-MessageWall-Score: 0 (nemsys.com) Received: from [192.168.2.7] by nemsys.com (MessageWall 1.0.7) with SMTP; 11 Nov 2002 14:29:58 -0000 Received: (from apache at localhost) by apps.nemsys.com (8.11.2/8.11.2) id gABETvA09719; Mon, 11 Nov 2002 09:29:57 -0500 Date: Mon, 11 Nov 2002 09:29:57 -0500 Subject: [nemsys.com #30] Davids House - ISDN line ties up. From: "general" Reply-To: rt at apps.nemsys.com In-Reply-To: Message-ID: Precedence: bulk X-RT-Loop-Prevention: nemsys.com RT-Ticket: nemsys.com #30 Managed-by: RT 2.0.14 (http://bestpractical.com/rt/) RT-Originator: mccallum at nemsys.com To: mccallum at nemsys.com Return-Path: apache at apps.nemsys.com X-OriginalArrivalTime: 11 Nov 2002 14:29:58.0196 (UTC) FILETIME=[CFA69F40:01C2898E] These messages can not be replied to as the return emails do not exist. @apps.nemsys.com is the internal name of the machine, this should simply be @nemsys.com I have been looking through the docs and examine my scripts and checking the news groups, However I can not find where this is pulling from? I am guessing that the return address should be the same support at nemsys.com. Any hints would be appreciated! TIA Don McCallum Nemsys Consulting mccallum at nemsys.com 419-243-3606 -------------- next part -------------- An HTML attachment was scrubbed... URL: From dphull at ku.edu Tue Nov 12 11:00:15 2002 From: dphull at ku.edu (dphull at ku.edu) Date: Tue, 12 Nov 2002 10:00:15 -0600 (CST) Subject: [rt-users] Public and Private queues? In-Reply-To: <5.1.0.14.0.20021113022654.06c09178@mail.rhyme.com.au> Message-ID: On Wed, 13 Nov 2002, Philip Warner wrote: > The idea being that a public queue can be viewied or reported to by the > 'Everyone' group, but a private queue has to have access granted explicitly. > > Is this possible? We have two distinct departments using our system and I have created groups for the two departments. There are several queues for each department and I grant access to the queues based on group membership. If your not a member of group A, you don't see any of group A's queues, etc. So yes, it's possible. You just need to dig into the permissions and adjust accordingly. You can even set things up so that one group can see all queues (that's how our RT administrators group is set up). Every time you add a new queue you'll have to grant permissions on that queue to the groups you want to have access. Good luck. -- Dave Hull Senior Information Technology Analyst The University of Kansas voice: (785) 864-0403 || fax: (785) 864-0485 From gcastro at efemco.com Tue Nov 12 11:26:33 2002 From: gcastro at efemco.com (Castro Escareno Guillermo) Date: Tue, 12 Nov 2002 10:26:33 -0600 Subject: [rt-users] Users can't login Message-ID: <2033A73E87BAD511865400D0B7C858FF064307@SRVEFEMCO> Hi, I recently upgraded the development server to Redhat 8.0, which comes with apache 2.0, and many perl modules don''t work for 2.0 so I recompiled apache 1.3 and mod_perl 1.26 frm rh 7.3 src rpms in order to have RT. The problem is that although everything seems to be installed ok, everytime I try to login (with any user), I get the ''Your username or password is incorrect'' Error. I''ve tried changing the password with the ''rtadmin'' tool, unsetting password, etc. but still RT doesn''t let anyone login. The environment is: Linux 2.4.18-14 running Redhat 8.0 Apache 1.3.23 Perl 5.8.0 mod_perl 1.26.5 HTML::Mason 1.15 Has anyone fixed this problem? I already changed ''webmux.pl'' and ''Web.pm'' with the recommendations found in the archives (from CGI to mod_perl). Is there something else I need to do? We really need to get this system working, as we use it for our everyday bug tracking. Thanks! Guillermo Castro IT EFEMCO +52(818)173-3124 From pjw at rhyme.com.au Tue Nov 12 11:23:46 2002 From: pjw at rhyme.com.au (Philip Warner) Date: Wed, 13 Nov 2002 03:23:46 +1100 Subject: [rt-users] Public and Private queues? In-Reply-To: References: <5.1.0.14.0.20021113022654.06c09178@mail.rhyme.com.au> Message-ID: <5.1.0.14.0.20021113032146.05cd1c78@mail.rhyme.com.au> At 10:00 AM 12/11/2002 -0600, dphull at ku.edu wrote: >Every time you add a new >queue you'll have to grant permissions on that queue to the groups you >want to >have access. That's the problem - they are effectively all private queues. Which means that a new user can not submit an issue to any of them via email (which auto-adds the user). AFAICT, all groups must be public, or all groups must be private - there is no ACL semantics to *deny* access - just grant. ---------------------------------------------------------------- Philip Warner | __---_____ Albatross Consulting Pty. Ltd. |----/ - \ (A.B.N. 75 008 659 498) | /(@) ______---_ Tel: (+61) 0500 83 82 81 | _________ \ Fax: (+61) 03 5330 3172 | ___________ | Http://www.rhyme.com.au | / \| | --________-- PGP key available upon request, | / and from pgp5.ai.mit.edu:11371 |/ From travis.campbell at amd.com Tue Nov 12 11:39:31 2002 From: travis.campbell at amd.com (Travis Campbell) Date: Tue, 12 Nov 2002 10:39:31 -0600 Subject: [rt-users] Public and Private queues? In-Reply-To: <5.1.0.14.0.20021113032146.05cd1c78@mail.rhyme.com.au> References: <5.1.0.14.0.20021113022654.06c09178@mail.rhyme.com.au> <5.1.0.14.0.20021113032146.05cd1c78@mail.rhyme.com.au> Message-ID: <20021112163931.GE14478@mpdtxmail.amd.com> On Wed, Nov 13, 2002 at 03:23:46AM +1100, Philip Warner wrote: > At 10:00 AM 12/11/2002 -0600, dphull at ku.edu wrote: > >Every time you add a new > >queue you'll have to grant permissions on that queue to the groups you > >want to > >have access. > > That's the problem - they are effectively all private queues. Which means > that a new user can not submit an issue to any of them via email (which > auto-adds the user). > > AFAICT, all groups must be public, or all groups must be private - there is > no ACL semantics to *deny* access - just grant. We got around this by having a select set of queues that allowed Everyone to create tickets in. Those queues were monitored by human eyes and tickets were parceled out to the private queues as needed. You have to make sure you're doing this at the queue-level ACL management interface. If you're only doing global ACL's, yes, the queues are one way or the other. I agree that it would be nice to have ACLs to deny access, but in the grand scheme of things, it works well enough to work the other direction. Jesse may be working on this in later revisions; I don't know, I haven't been tracking the changes. I bet he'd welcome diffs to add in the ACLs you're looking for, though. :-) Travis -- Travis Campbell - Unix Systems Administrator = travis at mpdtxmail.amd.com 5900 E. Ben White Blvd, Austin, TX 78741 = travis.campbell at amd.com TEL: (512) 602-1888 PAG: (512) 604-0341 = webmaster at mpdtxmail.amd.com ============================================================================= "Does anything work as expected?" Yes. An axe through the CPU. From mccallum at nemsys.com Tue Nov 12 14:17:11 2002 From: mccallum at nemsys.com (Donald A. McCallum) Date: Tue, 12 Nov 2002 14:17:11 -0500 Subject: [rt-users] RT 2.0 Create Queue Problem Message-ID: <00DA87AEF9493F4287FF6EB4FF1A75CD0A8F95@nem.nemsys.com> Hello again, Were running RT2.0 on Redhat 7.1 When we try to create a new queue we receive the following error: error: Bizarre copy of HASH in aassign at /usr/lib/perl5/site_perl/5.6.0/Devel/StackTrace.pm line 67, line 434. context: ... 314: } else { 315: eval {$self->comp({base_comp=>$request_comp}, $first_comp, @request_args)}; 316: } 317: select $old; 318: die $@ if $@; 319: } 320: }; 321: 322: # Handle errors. ... code stack: /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm:318 Any hints would be appreciated. Thanks -Don McCallum -------------- next part -------------- An HTML attachment was scrubbed... URL: From rich+rt at lafferty.ca Tue Nov 12 15:39:42 2002 From: rich+rt at lafferty.ca (Rich Lafferty) Date: Tue, 12 Nov 2002 15:39:42 -0500 Subject: [rt-users] rt-mailgate losing messages on failures In-Reply-To: <5.1.0.14.0.20021113024357.05239b70@mail.rhyme.com.au>; from pjw@rhyme.com.au on Wed, Nov 13, 2002 at 02:45:52AM +1100 References: <15824.3083.952664.102113@onceler.kciLink.com> <15825.8001.94032.597570@onceler.kciLink.com> <5.1.0.14.0.20021113024357.05239b70@mail.rhyme.com.au> Message-ID: <20021112153942.B15101@lafferty.ca> On Wed, Nov 13, 2002 at 02:45:52AM +1100, Philip Warner wrote: > At 10:33 AM 12/11/2002 -0500, Vivek Khera wrote: > >I think I'm gonna have the alias that calls mailgate also save to > >another file, which will get rotated like a log file daily. > > One thing I would really like to see is the ability to define a queue to > receive all messages that would otherwise fail privilege tests. > > We have a requirement to log all contacts from registered users; even if > they send the mail to the wrong queue. I have the same requirement: $ cat ~alias/.qmail-support &archive-support |/var/qmail/bin/preline /opt/rt2/bin/rt-mailgate [...] :-) ("&" is "forward to".) -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 pierre at global-village.net Tue Nov 12 16:37:23 2002 From: pierre at global-village.net (Pierre Carette) Date: Tue, 12 Nov 2002 13:37:23 -0800 (PST) Subject: [rt-users] Apache error messages with FastCGI Message-ID: I have Apache configured to run RT using FastCGI and I keep getting the following errors at the Apache startup. RT 2.0.11 is installed on a Xserve OSX 10.2 with Apache 1.3.27 Can somebody help ? Thanks in advance, Pierre Nov 12 11:24:00 2002] [notice] FastCGI: process manager initialized (pid 12538) [Tue Nov 12 11:24:00 2002] [warn] FastCGI: server "/opt/rt2/bin/mason_handler.fcgi" started (pid 12539) [Tue Nov 12 11:24:00 2002] [notice] Apache/1.3.27 (Darwin) mod_fastcgi/2.2.12 mod_ssl/2.8.12 OpenSSL/0.9.6g configured -- res\ uming normal operations [Tue Nov 12 11:24:00 2002] [info] Server built: 11/08/02 14:04:31 [Tue Nov 12 11:24:00 2002] [notice] Accept mutex: flock (Default: flock) YOU HAVEN'T DISABLED SET-ID SCRIPTS IN THE KERNEL YET! FIX YOUR KERNEL, PUT A C WRAPPER AROUND THIS SCRIPT, OR USE -u AND UNDUMP! [Tue Nov 12 11:24:00 2002] [warn] FastCGI: server "/opt/rt2/bin/mason_handler.fcgi" (pid 12539) terminated by calling exit wi\ th status '255' [Tue Nov 12 11:24:05 2002] [warn] FastCGI: server "/opt/rt2/bin/mason_handler.fcgi" restarted (pid 12541) YOU HAVEN'T DISABLED SET-ID SCRIPTS IN THE KERNEL YET! FIX YOUR KERNEL, PUT A C WRAPPER AROUND THIS SCRIPT, OR USE -u AND UNDUMP! [Tue Nov 12 11:24:05 2002] [warn] FastCGI: server "/opt/rt2/bin/mason_handler.fcgi" (pid 12541) terminated by calling exit wi\ th status '255' [Tue Nov 12 11:24:10 2002] [warn] FastCGI: server "/opt/rt2/bin/mason_handler.fcgi" restarted (pid 12544) YOU HAVEN'T DISABLED SET-ID SCRIPTS IN THE KERNEL YET! FIX YOUR KERNEL, PUT A C WRAPPER AROUND THIS SCRIPT, OR USE -u AND UNDUMP! [Tue Nov 12 11:24:10 2002] [warn] FastCGI: server "/opt/rt2/bin/mason_handler.fcgi" (pid 12544) terminated by calling exit wi\ th status '255' From map at eecs.berkeley.edu Tue Nov 12 17:37:45 2002 From: map at eecs.berkeley.edu (Mike Patterson) Date: Tue, 12 Nov 2002 14:37:45 -0800 Subject: [rt-users] Adding columns, changing variable names for rt2 table Message-ID: <3DD182B9.9030008@eecs.berkeley.edu> 1) I would like to add several columns to the "rt2.Ticket" table. I assume that the mysql statements used (inserts, selects, etc) are written based on variable name rather than order the columns are in (because if they're not adding columns would be problematic). Am I correct in assuming that column order doesn't matter? 2) I would like to change the name of the variable "id" to "job_num" and fix all references to "id" to use "job_num" instead as well as references to "Ticket" table to use "jobreq" table instead. Is there one central configuration file I use can change to do that? If not which files would I need to modify? 3) Also what is the difference between "id" and "EffectiveID"? Why am I doing this you ask? I am adding RT to our existing custom "job request" (mysql PHP) system. I would like the numbering to be consistent and allow RT to update "Tickets" on our original system and allow our original system to update RT. The only way I can think to do that is to add the RT tables to our "job request" database and make it use one shared column for numbering (e.g. if we get "job request" to original system it gets assigned Ticket #1013, another request to RT gets #1014, etc..). Help regarding locations of these files or better yet a better way to do that are appreciated (e.g. can I do the equivalent of symlinking/aliasing tables and column names from mysql itself rather than changing DB structure and perl scripts that reference it?) snippet of rt2.Tickets table pasted below: =========================================== mysql> desc Tickets; +------------+--------------+------+-----+--------------+------------+ | Field | Type | Null | Key | Default | Extra +------------+--------------+------+-----+--------------+------------+ | id | int(11) | | PRI | NULL | auto_increment | EffectiveId| int(11) | YES | MUL | NULL | =========================================== From seph at commerceflow.com Tue Nov 12 18:21:51 2002 From: seph at commerceflow.com (seph) Date: 12 Nov 2002 15:21:51 -0800 Subject: [rt-users] Apache error messages with FastCGI In-Reply-To: References: Message-ID: > I have Apache configured to run RT using FastCGI and I keep getting > the following errors at the Apache startup. RT 2.0.11 is installed on a > Xserve OSX 10.2 with Apache 1.3.27 > > Can somebody help ? > YOU HAVEN'T DISABLED SET-ID SCRIPTS IN THE KERNEL YET! > FIX YOUR KERNEL, PUT A C WRAPPER AROUND THIS SCRIPT, OR USE -u AND UNDUMP! This is a perl issue, not an RT one. Searching the net using google.com get's plenty of information about it. seph From pierre at global-village.net Tue Nov 12 18:41:18 2002 From: pierre at global-village.net (Pierre Carette) Date: Tue, 12 Nov 2002 15:41:18 -0800 (PST) Subject: [rt-users] Apache error messages with FastCGI In-Reply-To: Message-ID: Thanks for the information, I modified the mason_handler.fcgi file and added the "-u" option: #!/usr/sbin/perl -u Now I have a "terminated due to uncaught signal '6' (Abort)" error message. I couldn't find any reference on the net for that one. Any idea? Thanks, Pierre [Tue Nov 12 11:36:40 2002] [warn] FastCGI: server "/opt/rt2/bin/mason_handler.fcgi" (pid 12700) terminated by calling exit with status '255' [Tue Nov 12 11:36:43 2002] [info] removed PID file /private/var/run/httpd.pid (pid=12537) [Tue Nov 12 11:36:43 2002] [notice] caught SIGTERM, shutting down [Tue Nov 12 15:37:35 2002] [notice] Apache/1.3.27 (Darwin) mod_fastcgi/2.2.12 mod_ssl/2.8.12 OpenSSL/0.9.6g configured -- res\ uming normal operations [Tue Nov 12 15:37:35 2002] [info] Server built: 11/08/02 14:04:31 [Tue Nov 12 15:37:35 2002] [notice] Accept mutex: flock (Default: flock) [Tue Nov 12 15:37:35 2002] [notice] FastCGI: process manager initialized (pid 12784) [Tue Nov 12 15:37:35 2002] [warn] FastCGI: server "/opt/rt2/bin/mason_handler.fcgi" started (pid 12786) [Tue Nov 12 15:37:37 2002] [warn] FastCGI: server "/opt/rt2/bin/mason_handler.fcgi" (pid 12786) terminated due to uncaught signal '6' (Abort) [Tue Nov 12 15:37:40 2002] [warn] FastCGI: server "/opt/rt2/bin/mason_handler.fcgi" restarted (pid 12787) [Tue Nov 12 15:37:40 2002] [warn] FastCGI: server "/opt/rt2/bin/mason_handler.fcgi" (pid 12787) terminated due to uncaught signal '6' (Abort) On 12 Nov 2002, seph wrote: > > I have Apache configured to run RT using FastCGI and I keep getting > > the following errors at the Apache startup. RT 2.0.11 is installed on a > > Xserve OSX 10.2 with Apache 1.3.27 > > > > Can somebody help ? > > > YOU HAVEN'T DISABLED SET-ID SCRIPTS IN THE KERNEL YET! > > FIX YOUR KERNEL, PUT A C WRAPPER AROUND THIS SCRIPT, OR USE -u AND UNDUMP! > > This is a perl issue, not an RT one. Searching the net using > google.com get's plenty of information about it. > > seph > From pjw at rhyme.com.au Tue Nov 12 19:07:07 2002 From: pjw at rhyme.com.au (Philip Warner) Date: Wed, 13 Nov 2002 11:07:07 +1100 Subject: [rt-users] Public and Private queues? In-Reply-To: <20021112163931.GE14478@mpdtxmail.amd.com> References: <5.1.0.14.0.20021113032146.05cd1c78@mail.rhyme.com.au> <5.1.0.14.0.20021113022654.06c09178@mail.rhyme.com.au> <5.1.0.14.0.20021113032146.05cd1c78@mail.rhyme.com.au> Message-ID: <5.1.0.14.0.20021113110549.02c2dd60@mail.rhyme.com.au> At 10:39 AM 12/11/2002 -0600, Travis Campbell wrote: >I agree that it would be nice to have ACLs to deny access, but in the grand >scheme of things, it works well enough to work the other direction. >... >I bet he'd welcome diffs to add in the ACLs you're looking for, though. :-) Thanks for the info; for the moment I'll work with existing ACLs and see how it goes. ---------------------------------------------------------------- Philip Warner | __---_____ Albatross Consulting Pty. Ltd. |----/ - \ (A.B.N. 75 008 659 498) | /(@) ______---_ Tel: (+61) 0500 83 82 81 | _________ \ Fax: (+61) 03 5330 3172 | ___________ | Http://www.rhyme.com.au | / \| | --________-- PGP key available upon request, | / and from pgp5.ai.mit.edu:11371 |/ From pdh at snapgear.com Tue Nov 12 21:35:41 2002 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 13 Nov 2002 12:35:41 +1000 Subject: [rt-users] RT 2.0 Create Queue Problem In-Reply-To: <00DA87AEF9493F4287FF6EB4FF1A75CD0A8F95@nem.nemsys.com> References: <00DA87AEF9493F4287FF6EB4FF1A75CD0A8F95@nem.nemsys.com> Message-ID: <20021113023541.GK733@luggage.internal.moreton.com.au> Donald A. McCallum wrote: > error: > Bizarre copy of HASH in aassign at > /usr/lib/perl5/site_perl/5.6.0/Devel/StackTrace.pm line 67, line 434. This has come up quite often on the mailing list, but wasn't in the FAQ. It is now. :-) http://www.fsck.com/rtfm/article.html?id=5#220 Cheers.. -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From dlbrett at zoominternet.net Tue Nov 12 21:39:27 2002 From: dlbrett at zoominternet.net (Don Brett) Date: Tue, 12 Nov 2002 21:39:27 -0500 Subject: [rt-users] Simple installation question (I hope) Message-ID: <3DD1BB5F.10BD4A47@zoominternet.net> Hi, I'm installing RT on a Slackware box and ran into something funny. Slackware - 8.1 Apache, Mysql, Perl all installed from pkgtool. These are currently "stock" installs without much setup (other than mysql root admin) 1. Ran rt installation: make testdeps - errors make fixdeps - cpan ran and installed lots of things make testdeps - all ok make install - all worked, got congratulations message 2. Configured config.pm 3. Configured httpd.conf with: DocumentRoot /opt/rt2/WebRT/html ServerName 192.168.0.1 PerlModule Apache::DBI PerlFreshRestart On PerlRequire /opt/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason 4. Ran /usr/sbin/apachectl start and got: Syntax error on line 1011 of /etc/apache/httpd.conf: Can't locate Apache/DBI.pm in @INC (@INC contains: /us..... 5. I solved this by copying DBI.pm from: /usr/lib/perl5/site_perl/i386-linux to: /usr/lib/perl5/site_perl/i386-linux/Apache/ 6. Now the server starts but gives me lots of "redefined" statements. Example: (one of many) Subroutine DBI::st::fetchrow redefined at /usr/lib/perl5/site_perl/i386-linux/DB I.pm line 405. Now the simple(??) question. Is this OK, or did I break some rules big-time? Do I have some path issues messed up or is this fairly typical? Thanks for suggestions, Don From pdh at snapgear.com Tue Nov 12 21:56:24 2002 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 13 Nov 2002 12:56:24 +1000 Subject: [rt-users] Simple installation question (I hope) In-Reply-To: <3DD1BB5F.10BD4A47@zoominternet.net> References: <3DD1BB5F.10BD4A47@zoominternet.net> Message-ID: <20021113025624.GL733@luggage.internal.moreton.com.au> Don Brett wrote: > 4. Ran /usr/sbin/apachectl start and got: > Syntax error on line 1011 of /etc/apache/httpd.conf: > Can't locate Apache/DBI.pm in @INC (@INC contains: /us..... Apache::DBI is not installed. The README mentions that "You may need to install Apache::Session and Apache::DBI by hand." $ perl -MCPAN -e 'install Apache::DBI' should fix you. > 5. I solved this by copying DBI.pm from: > /usr/lib/perl5/site_perl/i386-linux > to: > /usr/lib/perl5/site_perl/i386-linux/Apache/ What makes people want to do this??? Don't. Don't. DON'T do this. -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From darren at boston.com Tue Nov 12 23:04:08 2002 From: darren at boston.com (darren chamberlain) Date: Tue, 12 Nov 2002 23:04:08 -0500 Subject: [rt-users] Adding columns, changing variable names for rt2 table In-Reply-To: <3DD182B9.9030008@eecs.berkeley.edu> References: <3DD182B9.9030008@eecs.berkeley.edu> Message-ID: <20021112-61d617831a79402e10a41a7ed0c14d5a@mail.boston.com> * Mike Patterson [2002-11-12 17:38]: > 2) I would like to change the name of the variable "id" to "job_num" > and fix all references to "id" to use "job_num" instead as well as > references to "Ticket" table to use "jobreq" table instead. Is there > one central configuration file I use can change to do that? If not > which files would I need to modify? DBIx::SearchBuilder requires that the primary key in a table be named 'id', so you're out of luck here (unless you are willing to hack on DBIx::searchBuilder). > 3) Also what is the difference between "id" and "EffectiveID"? I believe that EffectiveId is for when you merge tickets together -- the "effective" id of the ticket you are merging becomes that of the ticket merged into. (darren) -- All extreme positions are wrong. -- Erann Gat From pdh at snapgear.com Wed Nov 13 00:44:05 2002 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 13 Nov 2002 15:44:05 +1000 Subject: [rt-users] FW: RT 2.0 Reply email problem In-Reply-To: <00DA87AEF9493F4287FF6EB4FF1A75CDA8FC@nem.nemsys.com> References: <00DA87AEF9493F4287FF6EB4FF1A75CDA8FC@nem.nemsys.com> Message-ID: <20021113054405.GT733@luggage.internal.moreton.com.au> Donald A. McCallum wrote: > The problem is that the ticket that is generated comes back with the > following headers: > > From: "general" > Reply-To: rt at apps.nemsys.com Configuration->Queues->queuename->Correspondence Address Comment Address -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From pdh at snapgear.com Wed Nov 13 00:51:36 2002 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 13 Nov 2002 15:51:36 +1000 Subject: [rt-users] Preventing users to 'resolve' tikets In-Reply-To: <002501c28991$27b03dc0$1401a8c0@internal.paysystems.com> References: <002501c28991$27b03dc0$1401a8c0@internal.paysystems.com> Message-ID: <20021113055136.GU733@luggage.internal.moreton.com.au> Richard Soubyran wrote: > Is there a way to prevent users to 'resolve' tickets? Don't give them ModifyTicket. Of course, that will prevent them from doing other things, which may or may not be a problem for you :-) -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From mccallum at nemsys.com Wed Nov 13 00:53:45 2002 From: mccallum at nemsys.com (Donald A. McCallum) Date: Wed, 13 Nov 2002 00:53:45 -0500 Subject: [rt-users] FW: RT 2.0 Reply email problem Message-ID: <00DA87AEF9493F4287FF6EB4FF1A75CD0A8FA0@nem.nemsys.com> Phil, Thank you, that works perfectly. :) Dang, I hate when I ask an easy question. :( Again thanks though. -Don -----Original Message----- From: Phil Homewood [mailto:pdh at snapgear.com] Sent: Wednesday, November 13, 2002 12:44 AM To: rt-users at lists.fsck.com Subject: Re: [rt-users] FW: RT 2.0 Reply email problem Donald A. McCallum wrote: > The problem is that the ticket that is generated comes back with the > following headers: > > From: "general" > Reply-To: rt at apps.nemsys.com Configuration->Queues->queuename->Correspondence Address Comment Address -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances _______________________________________________ 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 lynoure at otaverkko.fi Wed Nov 13 03:59:58 2002 From: lynoure at otaverkko.fi (Lynoure =?ISO-8859-1?Q?Rajam=E4ki?=) Date: 13 Nov 2002 10:59:58 +0200 Subject: [rt-users] Links display weirdly in 2.0.14 Message-ID: <1037177998.14773.56.camel@isis> When I add a ticket number to Depends on or Depended on by, I get e.g. "Ticket 3 DependsOn ticket 2" which is fine, but both Links and Jumbo just display the link as " : () []" Is it caused by the RT installation having a name with a space in it or maybe by me entering the information in the wrong format (I couldn't find the documentation for this)? Is the problems fixed in a later version? Generally, what would be the recommended version to use, aside from the latest release? -- Lynoure Rajam?ki lynoure at otaverkko.fi From harald.kollera at fun.de Wed Nov 13 04:57:33 2002 From: harald.kollera at fun.de (Harald Kollera) Date: Wed, 13 Nov 2002 10:57:33 +0100 Subject: [rt-users] "Grouping" of unprivileged users References: Message-ID: <3DD2220D.AE8D4CB0@fun.de> hello James, James Goss wrote: > > Hello all, > So my question is: > > * Is there a way to 'group' users so they can see each other's tickets > without granting them privileges? I've looked into doing this by granting > them privileges, but it seems even privileged users with few privileges can > still _see_ a lot of the configuration, even if they can't change it. This > is not acceptable for our application. > We had a similar problem and so I made an addon for grouping unprivileged users. It is called groupservice, because the functionality is mostly like selfservice. Perhaps it will solve your problems too. (hi Jesse, could you please replace the package on the contrib server with the appended one. It now has the long missing search functionality.) To hide the configuration-link for the normal user, I have changed the Tabs file. Now only user with the rights superuser or groupadmin will see this link. This is really easy to make. Just add the following lines: % foreach $tab (sort keys %{$toptabs}) { % if (($tab eq 'D') && $notPrivileged) { next; } <-- this one ... <%INIT> my ($tab, $action); my $notPrivileged = 1; <-- this one ... <-- and these if ($session{'CurrentUser'}->HasSystemRight('SuperUser')|| $session{'CurrentUser'}->HasSystemRight('AdminGroups')) { $notPrivileged = 0; } ... Cheers, 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/ -------------- next part -------------- A non-text attachment was scrubbed... Name: groupservice.tar.gz Type: application/x-gzip Size: 12910 bytes Desc: not available URL: -------------- next part -------------- GroupService ------------ Author: Harald Kollera Date: 2002-11-11 What is it? Our customers are competitors and they don't want that others see their problems and we don't want our customers see our internal tickets. But all tickets are about the same product, so it is impossible to handle a lot of different queues. The solution was to create a new kind of user between unprivileged and privileged, so called underprivileged users or unprivileged groups. All the users of a group share a nickname beginning with X_ and they are unprivileged. When logging in they get a new interface with a button "show group tickets". So they can see all their own tickets as well as the tickets their X_ group has requested, but nothing else. This works also in the modified search interface. But using the normal groups and privileges for groups it is possible to manage also sub-groups within the X_ groups. To handle this I added a new interface GroupService (copied from SelfService) and changed the autohandler a little bit. How to handle the rights? ------------------------- 1. Create a user WITH privileges and a nickname beginning with X_. 2. Create a group for this user and his friends. Now you can do the following with the rights to queues: User Group 1 Group 2 A X B YZ C X YZ User A has access to queue X and sees the tickets of C, but not of B. User C has access to queue X, Y and Z and sees all tickets of his fri?nds. But all share the same nickname. 3. Give the user the right to login and take his privileges away. Now the privileges of his real group take effect. If you want to change the real group of such a user, you have to give him back privileges. Otherwise he is not in the choice list. But after the grouping you have to take away the privileges again. All takes effect in the local tree. The files in the WebRT tree seem to be necessary, because RT needs a dummy. How to install? --------------- 1. Patch the autohandler file. 2. Copy the dummy files to the WebRT tree. 3. Copy the local files to the appropriate place. From KFerguso at chi.navtech.com Wed Nov 13 10:40:17 2002 From: KFerguso at chi.navtech.com (Ferguson, Kevin) Date: Wed, 13 Nov 2002 09:40:17 -0600 Subject: [rt-users] Simple installation question (I hope) Message-ID: <6F532DFDE4E2D6418E739E2494A3696735D8FC@mailman.chi.navtech.com> > -----Original Message----- > From: Don Brett [mailto:dlbrett at zoominternet.net] > Sent: Tuesday, November 12, 2002 8:39 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] Simple installation question (I hope) > > > Hi, I'm installing RT on a Slackware box and ran into something funny. > > Slackware - 8.1 > Apache, Mysql, Perl all installed from pkgtool. These are currently > "stock" installs without much setup (other than mysql root admin) > A couple of things to watch out for: Slackware Apache is built with all modules as DSOs. I've run into problems with mod_perl in this configuration. I ended up compiling Apache with static mod_perl. Does Slack 8.1 fix the broken suidperl builds of previous versions? This entry from the archives highlights the problem and a workaround. http://lists.fsck.com/pipermail/rt-users/2001-July/003094.html The caveat here is that I haven't installed Slack 8.1 yet. My experiences relate to Slack 7.1 and 8.0. ttfn, kevin From cpacheco at planninggroup.com Wed Nov 13 11:24:40 2002 From: cpacheco at planninggroup.com (Christen R. Pacheco) Date: Wed, 13 Nov 2002 11:24:40 -0500 Subject: [rt-users] displaying history in resloved auto-response Message-ID: Is anyone doing this?? The boss has asked me and I am trying but don't know if it is possible to call the history to be displayed inside the resolved scrips template? -----Original Message----- From: Odhiambo Washington [mailto:wash at wananchi.com] Sent: Saturday, November 09, 2002 3:10 AM To: Christen R. Pacheco Subject: Re: [rt-users] displaying history in resloved auto-response * Christen R. Pacheco [20021108 19:53]: wrote: > Hello, > > I have tried numerous ways of getting the history to display in the > resloved auto-response template can any one assist? I have this working but not as you mean it. I do not send the whole history. I only send the "last correspondence". I was assisted by some expert in the rt-users list to achieve it. You don't want to send the whole history, including comments, do you? -Wash -- Odhiambo Washington "The box said 'Requires Wananchi Online Ltd. www.wananchi.com Windows 95, NT, or better,' Tel: +254 2 313985-9 +254 2 313922 so I installed FreeBSD." GSM: +254 72 743223 +254 733 744121 This sig is McQ! :-) If you can't be good, be careful. If you can't be careful, give me a call. From brian at westhost.com Wed Nov 13 11:42:47 2002 From: brian at westhost.com (Brian Shellabarger) Date: Wed, 13 Nov 2002 09:42:47 -0700 Subject: [rt-users] De-assigning tickets on agent logout Message-ID: <0E3EDD01CECD1041AF86313AEA07279B1A1D@wh01.westhost.com> We'd like to make it so that if an agent clicks the "logout" button, all of the tickets assigned to that agent are automatically assigned back to "nobody". In effect, we want to eliminate ticket ownership and make sure agents are given the mindset that all tickets belong to everyone. We are a 24x7 support operation and when the night-shift guys come in, they needs to be able to work on the same tickets the day-shift guys did without feeling like they're working on "Bob's Ticket".. However, to prevent more than one agent from working on a ticket at the same time, we need to make sure they can still claim ownership of a ticket for a time. Can I edit the URL for the Logout button to somehow de-assign all of the issues a particular agent owns as he logs out? Brian From omehegan at perseus.com Wed Nov 13 12:31:17 2002 From: omehegan at perseus.com (Owen B. Mehegan) Date: Wed, 13 Nov 2002 12:31:17 -0500 Subject: [rt-users] /usr/lib/rt stuff Message-ID: I installed RT on a new Debian system using apt, and the .deb put the webrt.cgi and other files in the default Apache location; /usr/lib/cgi-bin I moved these files to my actual Apache docroot, as well as the webrt directory with the various gifs. RT seems to work fine now; I can create and manage tickets, I receive email updates as an issue is processed, etc. However, there are some files in /usr/lib/rt that I'm not sure if I need to move. Can anyone tell me what the purpose of these files is and if I should locate them somewhere that is accessible to the webrt.cgi and admin-webrt.cgi scripts? Thanks in advance. root at athena /usr/lib/rt) ls -lR .: total 8 drwxr-xr-x 2 root root 4096 Nov 12 10:11 bin drwxr-xr-x 5 root root 4096 Nov 12 10:11 lib ./bin: total 12 -rwxr-xr-x 1 root root 2088 Mar 11 2002 rtmux.pl -rwsr-xr-x 3 www-data www-data 4920 Mar 11 2002 suid_wrapper ./lib: total 12 drwxr-xr-x 2 root root 4096 Nov 12 10:11 generic_templates drwxr-xr-x 2 root root 4096 Nov 12 10:11 images drwxr-xr-x 5 root root 4096 Nov 12 10:11 rt ./lib/generic_templates: total 32 -rw-r--r-- 1 root root 620 Dec 23 1999 autoreply -rw-r--r-- 1 root root 230 Dec 23 1999 comment -rw-r--r-- 1 root root 16 Dec 9 1997 correspondence -rw-r--r-- 1 root root 10 Dec 9 1997 error -rw-r--r-- 1 root root 94 Dec 23 1999 give -rw-r--r-- 1 root root 17 Dec 9 1997 respond -rw-r--r-- 1 root root 96 Dec 23 1999 steal -rw-r--r-- 1 root root 362 Jan 27 1998 transaction -rw-r--r-- 1 root root 0 Dec 9 1997 web_create ./lib/images: total 60 -rw-r--r-- 1 root root 988 Apr 19 1998 comment.gif -rw-r--r-- 1 root root 891 Apr 19 1998 down.gif -rw-r--r-- 1 root root 977 Apr 1 1998 endcap.gif -rw-r--r-- 1 root root 511 Dec 9 1997 give.gif -rw-r--r-- 1 root root 35 Apr 8 1999 pixel_black.gif -rw-r--r-- 1 root root 574 Dec 9 1997 resolve.gif -rw-r--r-- 1 root root 974 Apr 19 1998 respond.gif -rw-r--r-- 1 root root 7575 Apr 8 1999 rt.jpeg -rw-r--r-- 1 root root 153 Apr 17 1998 sbc.gif -rw-r--r-- 1 root root 149 Apr 17 1998 sbs.gif -rw-r--r-- 1 root root 138 Apr 17 1998 slc.gif -rw-r--r-- 1 root root 147 Apr 17 1998 srs.gif -rw-r--r-- 1 root root 448 Dec 9 1997 take.gif -rw-r--r-- 1 root root 889 Apr 19 1998 up.gif ./lib/rt: total 32 drwxr-xr-x 2 root root 4096 Nov 12 10:11 database -rw-r--r-- 1 root root 18184 Sep 30 1999 database.pm drwxr-xr-x 2 root root 4096 Nov 12 10:11 support drwxr-xr-x 5 root root 4096 Nov 12 10:11 ui ./lib/rt/database: total 52 -rw-r--r-- 1 root root 15729 Jul 7 1999 admin.pm -rw-r--r-- 1 root root 4726 Jul 8 1999 config.pm -rw-r--r-- 1 root root 2528 Sep 30 1999 content.pm -rw-r--r-- 1 root root 21774 Nov 6 2000 manipulate.pm ./lib/rt/support: total 20 -rw-r--r-- 1 root root 4277 Nov 8 2000 mail.pm -rw-r--r-- 1 root root 8860 Nov 14 2000 utils.pm ./lib/rt/ui: total 12 drwxr-xr-x 2 root root 4096 Nov 12 10:11 cli drwxr-xr-x 2 root root 4096 Nov 12 10:11 mail drwxr-xr-x 2 root root 4096 Nov 12 10:11 web ./lib/rt/ui/cli: total 44 -rw-r--r-- 1 root root 10669 Jun 1 2000 admin.pm -rw-r--r-- 1 root root 11345 Oct 9 2000 manipulate.pm -rw-r--r-- 1 root root 13282 Feb 28 2000 query.pm -rw-r--r-- 1 root root 1395 Jan 2 1998 support.pm ./lib/rt/ui/mail: total 20 -rw-r--r-- 1 root root 19120 Jan 18 2001 manipulate.pm ./lib/rt/ui/web: total 88 -rw-r--r-- 1 root root 16858 Feb 28 2000 admin.pm -rw-r--r-- 1 root root 7205 Jun 29 1999 auth.pm -rw-r--r-- 1 root root 17912 Jun 1 2000 forms.pm -rw-r--r-- 1 root root 29316 Jan 8 2001 manipulate.pm -rw-r--r-- 1 root root 6912 Dec 1 2000 support.pm Best regards, Owen B. Mehegan MIS Manager, Perseus Development Corp. Landline: (781) 848-8100 x263 Mobile: (617) 285-1701 SurveySolutions for the Web: Winner of the PC Magazine Editors' Choice Award From bruce_campbell at ripe.net Wed Nov 13 12:38:37 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Wed, 13 Nov 2002 18:38:37 +0100 (CET) Subject: [rt-users] displaying history in resloved auto-response In-Reply-To: Message-ID: On Wed, 13 Nov 2002, Christen R. Pacheco wrote: > Is anyone doing this?? The boss has asked me and I am trying but don't > know if it is possible to call the history to be displayed inside the > resolved scrips template? You want something like the following in your template, in addition to the normal guff: -- Hi. My name is 'An Example Template'. You probably know me from such famous movies such as.. such as.. well, they're not important right now. What is important is the bits between the '{' and '}' symbols, which is executed as perl with a few predefined variables. { my $have_last=0; my $retval = undef; my $diag = undef; my $newtrans=$Ticket->Transactions; # Use DESC if you want it in reverse order # Use ASC if you want it in arrived order $newtrans->OrderBy( FIELD => 'id', ORDER => 'DESC' ); # Loop until we run out. while( (my $thistrans = $newtrans->Next) && ($have_last == 0) ){ $diag .= "TransId: " . $thistrans->id . " Type: " . $thistrans->Type(); # extra line as we word-wrapped $diag .= "\n"; # Only dump out correspondence. next unless( $thistrans->Type() eq 'Correspond' ); # Have this if you only want the last one, comment out if you # want all of them. $have_last++; # If you want a seperator between messages $retval .= "-------------------------------------------------------"; # Add the content. $retval .=$thistrans->Content; } # If you want to print the diag. # $retval = $retval . "\nDIAG: \n" . $diag; return( $retval ); } Hi, you're still in the Template. -- This code does work (as given) with Odhiambo, and should work with the changes suggested if you wish to show all the history. For further detail, see the /Ticket/Elements/ShowHistory and /Ticket/Elements/ShowTransaction . Regards, -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From smylers at gbdirect.co.uk Wed Nov 13 12:39:26 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Wed, 13 Nov 2002 17:39:26 +0000 (GMT) Subject: [rt-users] /usr/lib/rt stuff In-Reply-To: Message-ID: Owen B. Mehegan wrote: > I installed RT on a new Debian system using apt, and the .deb put the > webrt.cgi and other files in the default Apache location; > /usr/lib/cgi-bin > > However, there are some files in /usr/lib/rt Which version of the 'RT' package did you use (and what is its name). There have at times been (I think) webrt, request-tracker, and request-tracker2 packages. The msot recent one is simply called request-tracker and is maintained by Jesse Vincent himself. There is no script called webrt.cgi in that package, and no /usr/lib/rt/ directory is used. (/usr/share/request-tracker/ is where most of the stuff goes. A recent version also used /usr/lib/request-tracker/, but that's gone now.) I'd strongly recommend using this latest version: Package: request-tracker Priority: optional Section: main Maintainer: Jesse Vincent Version: 2.0.15-pre1-1 Smylers -- GBdirect http://www.gbdirect.co.uk/ From VerlinHenderson at onlineinfoservices.com Wed Nov 13 15:33:16 2002 From: VerlinHenderson at onlineinfoservices.com (Verlin Henderson) Date: Wed, 13 Nov 2002 15:33:16 -0500 Subject: [rt-users] Length of Email Address in rt? Message-ID: Howdy gang! I'm using rt and loving it, but I've run into a seeming inconsistency that's got me wondering if my eyes are playing tricks on me. According to http://fsck.com/rtfm/article.html?id=158#163 , the EmailAddress of the user is a varchar up to 120 characters long. When I try to use much shorter email addresses, such as oh, say, VerlinHenderson at onlineinfoservices.com (48 characters), I get: EmailAddress: Illegal value for EmailAddress in the Results. Is the schema in the documentation incorrect, or is there something more nefarious about? I'm using RT 2.0.14 on Red Hat 7.2. Sincerely, Verlin Henderson Technology Department Manager ONLINE Information Services (252)757-2107 From raanders at acm.org Wed Nov 13 17:33:52 2002 From: raanders at acm.org (Roderick A. Anderson) Date: Wed, 13 Nov 2002 14:33:52 -0800 (PST) Subject: [rt-users] RT and other apache stuff In-Reply-To: <20021029002821.GC21144@sthelens.dimstar.net> Message-ID: I wanted to follow up on this as it proved to be a very simple(ton) problem. I was so close but kept forgetting that the server was on the back side of a a NATing firewall so it's IP address was different from the public IP. Go figure eh? When the entry is for the external IP and apache sees the internal things go south quickly. After getting it working I looked at the new(er) method of using a wildcard '*' and it still worked. Feel good day today! Thanks to all that offered suggestions and support. Rod -- On Mon, 28 Oct 2002, Russ Johnson wrote: > * Roderick A. Anderson [2002-10-28 14:50]: > > I'd like to run some other web server based applications along side RT but > > the install I did was for an RT only install. I'd prefer to use Apache > > VirtualHosts so I can refer to the sites as rt.mycompany.com, > > otherstuff.mycompany.com, etc. > > Yes, it will work. I have several virtual servers running on one apache > installation, rt being one of the above. > > I suggest doing hostname based virtual servers, and having a default > server specified too. > > Here's the relevant section of my httpd.conf: > > > ServerName help.xxx.com > DocumentRoot /var/www/html/ > > > > ServerName rt.xxx.com > ServerAlias helpfish.xxx.com > DocumentRoot /usr/local/rt2/WebRT/html > PerlModule Apache::DBI > PerlRequire /usr/local/rt2/bin/webmux.pl > > SetHandler perl-script > PerlHandler RT::Mason > > > SetHandler perl-script > PerlHandler +Apache::GD::Graph > > > > > ServerName bb2.xxx.com > DocumentRoot /home/bb/bb/www/ > ServerAlias bb.xxx.com > > > > Also, remember to use this line: > > NameVirtualHost 10.69.1.14 > > For further help, I suggest the apache mailing lists. > > -- "Open Source Software - Sometimes you get more than you paid for..." From pdh at snapgear.com Wed Nov 13 18:04:55 2002 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 14 Nov 2002 09:04:55 +1000 Subject: [rt-users] /usr/lib/rt stuff In-Reply-To: References: Message-ID: <20021113230455.GB462@luggage.internal.moreton.com.au> Owen B. Mehegan wrote: > ./bin: > total 12 > -rwxr-xr-x 1 root root 2088 Mar 11 2002 rtmux.pl > -rwsr-xr-x 3 www-data www-data 4920 Mar 11 2002 suid_wrapper As Smylers might have suspected, you've managed to install RT 1.x. Make it go away and install Jesse's package. You'll be much happier. -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From Vladimir.Jirasek at t-mobile.cz Wed Nov 13 18:39:59 2002 From: Vladimir.Jirasek at t-mobile.cz (=?iso-8859-2?Q?Jir=E1sek_Vladim=EDr?=) Date: Thu, 14 Nov 2002 00:39:59 +0100 Subject: [rt-users] RT and postfix rights problem Message-ID: <6D2F48AA9477864682B4078EFF1BEAF10225CD25@radiomobil.cz> Hello, I have installed RT with postfix and I have this problem: Extract from mail.log: /services/rt2/bin/rt-mailgate --queue itsec-request --action correspond". Command output: Can't locate config.pm in @INC (@INC contains: /services/rt2/etc /services/rt2/lib /usr/local/lib/perl/5.6.1 /usr/l ocal/share/perl/5.6.1 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.6.1 /usr /share/perl/5.6.1 /usr/local/lib/site_perl .) at /services/rt2/lib/RT/Interface/Email.pm line 107. BEGIN failed-- compilation aborted at /services/rt2/lib/RT/Interface/Email.pm line 107. Compilation failed in require at /services/rt2/bin/rt-mailgate line 30. BEGIN failed--compilation aborted at /services/rt2/bin/rt-mailgate line 30.> It seems like not enought rights for user postfix under Postfix is running but config.pm is: -rwxr-x--- 1 root rt 14311 Jul 8 23:31 config.pm And rt group contains user postfix. Thank you for any help. Vladimir Jirasek -------------- next part -------------- A non-text attachment was scrubbed... Name: Vladim?r Jir?sek (vladimir.jirasek at t-mobile.cz).vcf Type: text/x-vcard Size: 533 bytes Desc: Vladim?r Jir?sek (vladimir.jirasek at t-mobile.cz).vcf URL: From pdh at snapgear.com Wed Nov 13 18:58:51 2002 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 14 Nov 2002 09:58:51 +1000 Subject: [rt-users] Length of Email Address in rt? In-Reply-To: References: Message-ID: <20021113235851.GL462@luggage.internal.moreton.com.au> Verlin Henderson wrote: > http://fsck.com/rtfm/article.html?id=158#163 , the EmailAddress of the user > is a varchar up to 120 characters long. When I try to use much shorter email > addresses, such as oh, say, VerlinHenderson at onlineinfoservices.com (48 > characters), I get: EmailAddress: Illegal value for EmailAddress in the > Results. Where are you trying to "use" such an address? I suspect the length is not the problem. Perhaps you're trying to create a user with the same email address as an existing user? -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From pdh at snapgear.com Wed Nov 13 19:04:18 2002 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 14 Nov 2002 10:04:18 +1000 Subject: [rt-users] RT and postfix rights problem In-Reply-To: <6D2F48AA9477864682B4078EFF1BEAF10225CD25@radiomobil.cz> References: <6D2F48AA9477864682B4078EFF1BEAF10225CD25@radiomobil.cz> Message-ID: <20021114000418.GM462@luggage.internal.moreton.com.au> Jir?sek Vladim?r wrote: > It seems like not enought rights for user postfix under Postfix is running but config.pm is: > -rwxr-x--- 1 root rt 14311 Jul 8 23:31 config.pm Is your rt-mailgate setgid rt as it should be? Does your suidperl work? -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From pdh at snapgear.com Wed Nov 13 20:41:21 2002 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 14 Nov 2002 11:41:21 +1000 Subject: [rt-users] Re: [rt-devel] RT Question In-Reply-To: References: Message-ID: <20021114014121.GR462@luggage.internal.moreton.com.au> Michael T. Cronin wrote: > Is it possible to modify the email templates that are sent? We'd like > to customize them a little so they are a little bit more user friendly > for the end users who receive the messages. I this possible? Configuration->Global->Templates (this question belongs on rt-users, not -devel.) -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From clark at ruminary.org Wed Nov 13 22:24:31 2002 From: clark at ruminary.org (clark shishido) Date: Wed, 13 Nov 2002 19:24:31 -0800 Subject: [rt-users] RT and postfix rights problem In-Reply-To: <6D2F48AA9477864682B4078EFF1BEAF10225CD25@radiomobil.cz> References: <6D2F48AA9477864682B4078EFF1BEAF10225CD25@radiomobil.cz> Message-ID: <20021114032431.GA96306@ruminary.org> On Thu, Nov 14, 2002 at 12:39:59AM +0100, Jir?sek Vladim?r wrote: > Hello, > > I have installed RT with postfix and I have this problem: > > Extract from mail.log: > /services/rt2/bin/rt-mailgate --queue itsec-request --action correspond". > Command output: Can't locate config.pm in @INC (@INC > contains: /services/rt2/etc /services/rt2/lib /usr/local/lib/perl/5.6.1 /usr/l ocal/share/perl/5.6.1 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.6.1 /usr /share/perl/5.6.1 /usr/local/lib/site_perl .) which OS are you using? do you have more than one version of perl in your system (base vs a port?) If yes, you may need to change all system defaults to use 5.6.1 in /usr/local before anything else. I'm a regular FreeBSD user but for heavy perl dependent servers I sometimes switch to Slackware. --clark From dlbrett at zoominternet.net Wed Nov 13 22:56:15 2002 From: dlbrett at zoominternet.net (Don Brett) Date: Wed, 13 Nov 2002 22:56:15 -0500 Subject: [rt-users] Re: Simple installation question (I hope) Message-ID: <3DD31EDF.8202E21B@zoominternet.net> Phil, Thanks for the suggestion about installing Apache::DBI and Apache::Session manually, but it didn't make any difference (I had great hopes for it!). I also rebuilt Perl, mod_perl, cpan, all from scratch. It still puts DBI.pm in the wrong(?) place. Any other suggestions? Thanks. Kevin, I looked the get-around over. I'm confused, where do I put the switches: "Kernel can't do setuid scripts safely", and "Let perl emulate setuid scripts" Is this during configure, or put it into the makefile, or ??? Thanks for the help, Don ps - I'm new to mailing lists. How do I reply to your posts in the same thread? From frussell at msi.com.au Thu Nov 14 00:45:09 2002 From: frussell at msi.com.au (Frances Russell) Date: Thu, 14 Nov 2002 16:45:09 +1100 Subject: [rt-users] Delete tickets Message-ID: <000001c28ba0$fdfcda30$1f01a8c0@FRUSSELLPC> I need to completely delete tickets from one of our queues. This queue deals with HR issues so there are privacy legislation considerations: We cannot store the data even as "dead" tickets. Is there a way to safely remove tickets from the MySQL DB? I am using RT 2.13 on Redhat 7.2 Thanks in advance Fran From Xavier.Sudre at vigilante.com Thu Nov 14 06:02:48 2002 From: Xavier.Sudre at vigilante.com (Xavier Sudre) Date: Thu, 14 Nov 2002 12:02:48 +0100 Subject: [rt-users] RT do not CC and Bcc Message-ID: <51D8345EBEF9A1418D9992A3AB28036907F9B6@par-exch.internal.vigilante.com> Hi, I am using RT freshly installed from CVS (version 2.0.15). I have RT working but I get troubles when I put CC or Bcc addresses into the web interface: in fact nothing is send to these addresses. I am using sendmailpipe with -oi and -t options. My smtp daemon is postfix and I am on RedHat 7.3. All softs are uptodate. Also on an other computer runnig rt 2.0.14 I had the same problem and the daemon was qmail. Can someone help me to find out where the problem is ? -- Xavier From bruce_campbell at ripe.net Thu Nov 14 07:13:38 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Thu, 14 Nov 2002 13:13:38 +0100 (CET) Subject: [rt-users] RT do not CC and Bcc In-Reply-To: <51D8345EBEF9A1418D9992A3AB28036907F9B6@par-exch.internal.vigilante.com> Message-ID: On Thu, 14 Nov 2002, Xavier Sudre wrote: > I am using RT freshly installed from CVS (version 2.0.15). > I have RT working but I get troubles when I put CC or Bcc addresses > into the web interface: in fact nothing is send to these addresses. To confirm, this when creating a ticket through the web interface? > Can someone help me to find out where the problem is ? I've stumbled over this problem yesterday, but haven't had time yet to track it down (apparently my various minions have known about it for a while, but haven't brought it to my attention). I suspect that the 'Cc' is being bundled up with the body of the message, and not being put in the headers like it should be. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From bobb+rt-users at redbrick.dcu.ie Thu Nov 14 08:58:51 2002 From: bobb+rt-users at redbrick.dcu.ie (Robert bobb Crosbie) Date: Thu, 14 Nov 2002 13:58:51 +0000 Subject: [rt-users] Re: Handling RT responses via email In-Reply-To: <20021107204018.GA443@luggage.apana.org.au> References: <20021114134502.31765.60673.Mailman@pallas.eruditorum.org> Message-ID: <20021114135851.GC50415@lummux.tchpc.tcd.ie> Phil Homewood hath declared on Fri, 8 Nov 2002 06:40:18 +1000 :-: > > -- RT sends reply to customer > > -- RT sends reply to agent > Are you *sure* ? > > http://www.fsck.com/rtfm/article.html?id=5#73 As it happens I disagree with this behaviour, I would rather get an email when I reply or comment to a ticket. Unfortunately my perl-fu is weak and I cant figure out where the email of the person performing the action is removed from the recipients. Could someone kindly point me to the relavent peice of code ? Cheers. - bobb From bruce_campbell at ripe.net Thu Nov 14 09:12:25 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Thu, 14 Nov 2002 15:12:25 +0100 (CET) Subject: [rt-users] Re: Handling RT responses via email In-Reply-To: <20021114135851.GC50415@lummux.tchpc.tcd.ie> Message-ID: On Thu, 14 Nov 2002, Robert bobb Crosbie wrote: > Phil Homewood hath declared on Fri, 8 Nov 2002 06:40:18 +1000 :-: > > http://www.fsck.com/rtfm/article.html?id=5#73 > > As it happens I disagree with this behaviour, > I would rather get an email when I reply or comment to a ticket. > > Could someone kindly point me to the relavent peice of code ? RT::Action::Notify (lib/RT/Action/Notify.pm), at the end of the file. All you'll need to do is to comment out the grep lines. As always when changing code that mod_perl might have cached, you'll need to do a proper stop and start before the WebUI will acknowledge this change.[1] -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security [1] Actually I don't think mod_perl caches RT::Condition::Foo or RT::Action::Bar due to the evals, but I'm not sure. From wash at wananchi.biz Thu Nov 14 09:43:24 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Thu, 14 Nov 2002 17:43:24 +0300 Subject: [rt-users] Delete tickets In-Reply-To: <000001c28ba0$fdfcda30$1f01a8c0@FRUSSELLPC> References: <000001c28ba0$fdfcda30$1f01a8c0@FRUSSELLPC> Message-ID: <20021114144324.GA748@ns2.wananchi.com> * Frances Russell [20021114 08:50]: wrote: > I need to completely delete tickets from one of our queues. This queue deals > with HR issues so there are privacy legislation considerations: We cannot > store the data even as "dead" tickets. > > Is there a way to safely remove tickets from the MySQL DB? > > I am using RT 2.13 on Redhat 7.2 > > Thanks in advance You can do: select id from Queues where Name='hr'; # Assuming the hr queue is called "hr" select * from Tickets where Queue='11'; # Assuming the first query gave 11 Actually, in the second query, you can use DELETE instead of select. I accept no responsibility for any damage!! :-) cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From khera at kcilink.com Thu Nov 14 10:18:00 2002 From: khera at kcilink.com (Vivek Khera) Date: Thu, 14 Nov 2002 10:18:00 -0500 Subject: [rt-users] Delete tickets In-Reply-To: <000001c28ba0$fdfcda30$1f01a8c0@FRUSSELLPC> References: <000001c28ba0$fdfcda30$1f01a8c0@FRUSSELLPC> Message-ID: <15827.48808.201154.829360@yertle.kciLink.com> >>>>> "FR" == Frances Russell writes: FR> I need to completely delete tickets from one of our queues. This FR> queue deals with HR issues so there are privacy legislation FR> considerations: We cannot store the data even as "dead" tickets. Mark them as dead, then use the delete dead tickets script. Be sure to use the updated one posted last week. If you use Postgres, you can add the foreign keys I posted a couple of weeks ago and then just do a delete from tickets for dead tickets and it will cascade down to the other tables. From kirrily at transgaming.com Thu Nov 14 11:02:43 2002 From: kirrily at transgaming.com (Kirrily Robert) Date: Thu, 14 Nov 2002 11:02:43 -0500 Subject: [rt-users] Re: [rt-devel] TimeWorked In-Reply-To: References: Message-ID: <20021114160243.GA1729@transgaming.com> On Mon, Nov 11, 2002 at 12:01:01PM +0100, Benjamin Boksa wrote: > I hope it is OK to cross-post this message on rt-users and rt-devel: > > My boss wants me to do some reporting about the time worked on > different Tickets in different Queues. > > Is it right if I assume that Tickets.TimeWorked is the sum of > Transactions.TimeTaken for the given ticket, if Tickets.TimeWorked is > not changed manually? > > What I plan to do is to generate a XML-Document with a basic overview > of the tickets and the time worked on them in a given time-interval. > Any suggestions are welcome. I'm working on something similar (or at least I'm meant to be, I've hardly touched it yet), so I'll let you know if I come up with anything that might be of interest. In our case, I need to generate a report of each person in a certain group, and how much time they've spent on tickets assigned to various queues. This is to show percentages of developers' time spent on actual R&D tasks, for funding and tax credit purposes. K. From omehegan at perseus.com Thu Nov 14 12:45:30 2002 From: omehegan at perseus.com (Owen B. Mehegan) Date: Thu, 14 Nov 2002 12:45:30 -0500 Subject: [rt-users] Internal server error Message-ID: I've installed RT 2 using apt on my new Debian system. My Apache setup has mod_perl configured, and I added this to my httpd.conf per the README: Alias /request-tracker /usr/share/request-tracker/WebRT/html PerlModule Apache::DBI PerlFreshRestart On PerlRequire /usr/share/request-tracker/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason However, when I try to access RT, I get an error 500, with the following output to my error.log: [Thu Nov 14 12:22:45 2002] [error] Can't locate object method "new" via package "RT::Handle" at /usr/share/request-tracker/lib/RT.pm line 26. Any ideas what I might be doing wrong? Best regards, Owen B. Mehegan MIS Manager, Perseus Development Corp. Landline: (781) 848-8100 x263 Mobile: (617) 285-1701 SurveySolutions for the Web: Winner of the PC Magazine Editors' Choice Award From Ralexander at musiciansfriend.com Thu Nov 14 14:07:54 2002 From: Ralexander at musiciansfriend.com (Ron Alexander) Date: Thu, 14 Nov 2002 11:07:54 -0800 Subject: [rt-users] De-assigning tickets on agent logout Message-ID: <3DD3F48A.6000808@musiciansfriend.com> >Message: 3 >Date: Wed, 13 Nov 2002 09:42:47 -0700 >From: "Brian Shellabarger" >To: >Subject: [rt-users] De-assigning tickets on agent logout > > >Can I edit the URL for the Logout button to somehow de-assign all of the = >issues a particular agent owns as he logs out? > >Brian Brian, I just glanced at the code and am by no means an rt wizard(not even like a lesser one), but I think you would want to go into ../html/Ticket/Display.html and cut out this chunk (and obviously make some changes): ----------------- if ($ARGS{'Action'} =~ /^(Steal|Kill|Take|SetTold)$/) { my $action = $1; my ($res, $msg)=$Ticket->$action(); push(@Actions, $msg); } $ARGS{'UpdateContent'} =~ s/\r\n/\n/g; if ($ARGS{'UpdateContent'} && $ARGS{'UpdateContent'} ne '' && $ARGS{'UpdateContent'} ne "-- \n" . $session{'CurrentUser'}->UserObj->Signature ) { ProcessUpdateMessage(ARGSRef=>\%ARGS, Actions=>\@Actions, TicketObj=>$Ticket); } -------------- and then you would probably want to wrap it into a loop of: ---------------------- while (my $Ticket = $MyTickets->Next) { ----------------- and then once you get this working to your satisfaction you would want to put it into here (../html/NoAuth/Logout.html: -------------- RT: Logout

You have been logged out of RT.

You're welcome to login again <%PERL> if (defined %session) { #### #### #### YOUR CODE WOULD GO HERE #### #### #### %session = undef; } $m->abort(); ------------------------------ Hope this MAY be a starting point, Ron Alexander ralexander at musiciansfriend.com From dphull at ku.edu Thu Nov 14 15:31:08 2002 From: dphull at ku.edu (dphull at ku.edu) Date: Thu, 14 Nov 2002 14:31:08 -0600 (CST) Subject: [rt-users] Time in contrib reports Message-ID: I've been playing around with the reports available for download and though the time every where else is recorded correctly in WebRT, the time on these reports is off by 6 hours, we're -6 GMT here, iirc. Anyone know off hand how to adjust this? Thanks. -- Dave Hull Senior Information Technology Analyst The University of Kansas voice: (785) 864-0403 || fax: (785) 864-0485 From deejoe at iastate.edu Thu Nov 14 15:49:34 2002 From: deejoe at iastate.edu (deejoe at iastate.edu) Date: Thu, 14 Nov 2002 14:49:34 -0600 Subject: [rt-users] Re: Apache authentication, then RT authentication? In-Reply-To: References: <20020812223946.GB491@iastate.edu> Message-ID: <20021114204934.GM27107@iastate.edu> On Tue, Aug 13, 2002 at 12:10:27PM -0700, Gretchen K. Wagner wrote: > On Mon, 12 Aug 2002 deejoe at iastate.edu wrote: > > > (Apologies if this belabors the point. Corrections, as always, welcome.) > > Quite excellent summary of Things As They Are with regards to this situation > :) FWIW, yes, all accounts are configured, all accounts have passwords, and > I've tried various combinations of same/different passwords for the > krb/unix/rt accounts (all same username). > > > Another caveat: Cookies are used for RT's built-in authentication. When > > external authentication is configured, no cookies are generated. Therefore > > it effectively becomes impossible to log out without closing the browser > > session and wiping the cache since http basic authentication can never be > > canceled or expired otherwise. This behavior (no cookies from RT) may have > > changed with more recent RT versions, I don't know. > > I think this may be the sticking point. RT2 appears to accept the external > authentication, but it doesn't proceed beyond that initial page. Perhaps RT2 > still wants cookies, but they're not being generated as part of the Apache > basic auth. Hrm... Am wondering if anyone ever solved this problem. I'm still running v1 RT installation. Now that I've migrated it to new hardware twice, I'm finally feeling like I might be up to upgrading to RT2 at some point. Hearing that the problem described above has been solved would be further encouragement towards that. Regards, --Joe From dphull at ku.edu Thu Nov 14 16:40:03 2002 From: dphull at ku.edu (dphull at ku.edu) Date: Thu, 14 Nov 2002 15:40:03 -0600 (CST) Subject: [rt-users] Time in contrib reports In-Reply-To: Message-ID: On Thu, 14 Nov 2002 dphull at KU.EDU wrote: > I've been playing around with the reports available for download and though > the time every where else is recorded correctly in WebRT, the time on these > reports is off by 6 hours, we're -6 GMT here, iirc. Anyone know off hand how > to adjust this? I figured out the fix for this and am sending along some diffs for anyone interested. Sorry if this is not the right way to submit patches, I don't claim to know what I'm doing. ;) [flismflap at kohi html]# diff statusreport.html patch/statusreport.html 63c63 < <& /Elements/SelectDate, Name => 'Ending', Default => $EndDate->ISO &> --- > <& /Elements/SelectDate, Name => 'Ending', Default => $EndDate->AsString &> [flismflap at kohi html]# diff weekly.html patch/weekly.html 8,9c8,9 < <<Previous week < Next week>> --- > <<Previous week > Next week>> 59,60c59,60 < Start report on
< End report on
--- > Start report on
> End report on
[flismflap at kohi html]# -- Dave Hull Senior Information Technology Analyst The University of Kansas voice: (785) 864-0403 || fax: (785) 864-0485 From bruce_campbell at ripe.net Thu Nov 14 18:59:40 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Fri, 15 Nov 2002 00:59:40 +0100 (CET) Subject: [rt-users] De-assigning tickets on agent logout In-Reply-To: <3DD3F48A.6000808@musiciansfriend.com> Message-ID: On Thu, 14 Nov 2002, Ron Alexander wrote: > <%PERL> > if (defined %session) { > #### > #### > #### > YOUR CODE WOULD GO HERE To make things easier for you should this suddenly turn out to be not what you want, use the HTML::Mason <& include &> directives to put the code to remove all current issues for a user in a separate file. -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From dane at al.com.au Fri Nov 15 00:39:49 2002 From: dane at al.com.au (Dane Rapaport) Date: Fri, 15 Nov 2002 16:39:49 +1100 Subject: [rt-users] stats package again (sorry) Message-ID: <02Nov15.173849est.119080@gateway.al.com.au> Hi Im looking at getting Simon Cozens stats package running on my rt system.. I remember having seen a few updates of this in the list archives... Is the most current version the one that exists at: http://users.ox.ac.uk/~simon/stats.tar.gz. ? Do any patches need to be applied to this one? Is the best doco the one by Dan Shearer? Dan's doco includes: --- Install libgd-graph-perl libgd-perl, which may also install some > dependencies (these packages may be called something similar but different > for your Unix.) --- Does anyone know what these dependencies are? OK I think thats it :) Thanks in advance Dane -- Dane Rapaport Unix Systems Administrator and All Round Nice Guy Animal LOGIC, Fox Studios Australia www.animallogic.com p: +61 2 9383 4652 m: 0414 735 922 From dan at tellurian.com.au Fri Nov 15 01:45:22 2002 From: dan at tellurian.com.au (Dan Shearer) Date: Fri, 15 Nov 2002 17:15:22 +1030 (CST) Subject: [rt-users] stats package again (sorry) In-Reply-To: <02Nov15.173849est.119080@gateway.al.com.au> Message-ID: On Fri, 15 Nov 2002, Dane Rapaport wrote: > Is the most current version the one that exists at: > http://users.ox.ac.uk/~simon/stats.tar.gz. ? I'd be glad to know of any others. > Do any patches need to be applied to this one? I don't believe so. > Dan's doco includes: > --- > Install libgd-graph-perl libgd-perl, which may also install some > > dependencies (these packages may be called something similar but > different > > for your Unix.) > --- > > Does anyone know what these dependencies are? Well it just depends on how your Unix is put together. Some maintainers split the perl packages up in different ways (for example see the suid perl in the RT docco, where I gave slightly different details for each of Debian, Slackware and FreeBSD as I recall.) What are you using? -- Dan Shearer Open Source Manager Mob: +61 411 49 1800 Tel: +61 8 8130 3104 dan at tellurian.com.au From lynoure at otaverkko.fi Fri Nov 15 07:07:12 2002 From: lynoure at otaverkko.fi (Lynoure =?ISO-8859-1?Q?Rajam=E4ki?=) Date: 15 Nov 2002 14:07:12 +0200 Subject: [rt-users] Links display weirdly in 2.0.14 In-Reply-To: <1037177998.14773.56.camel@isis> References: <1037177998.14773.56.camel@isis> Message-ID: <1037362032.18396.12.camel@isis> On Wed, 2002-11-13 at 10:59, Lynoure Rajam?ki wrote: > When I add a ticket number to Depends on or Depended on by, I get > e.g. "Ticket 3 DependsOn ticket 2" which is fine, but both Links and > Jumbo just display the link as " : () []" > > Is it caused by the RT installation having a name with a space in it or > maybe by me entering the information in the wrong format (I couldn't > find the documentation for this)? Is the problems fixed in a later > version? It seems that it is caused by the space or parenthesis, as with 'Company (test)' there was a problem also in 2.0.15, though not with 'Company-test'. -- Lynoure Rajam?ki lynoure at otaverkko.fi From schattev at biochem.mpg.de Fri Nov 15 07:55:33 2002 From: schattev at biochem.mpg.de (Ruben Schattevoy) Date: Fri, 15 Nov 2002 13:55:33 +0100 Subject: [rt-users] Scrip-Action / Notify Queue-Owner Message-ID: <3DD4EEC5.4090909@biochem.mpg.de> Would it be easy to add a new action "Notify Queue-Owner"? Each queue comes along with the e-mail address of the "Correspondence Address", which could be used here. Thanks Ruben From nils.ketelsen at kuehne-nagel.com Fri Nov 15 08:57:54 2002 From: nils.ketelsen at kuehne-nagel.com (Nils Ketelsen) Date: Fri, 15 Nov 2002 14:57:54 +0100 Subject: [rt-users] problems with commandline tool Message-ID: <5.1.0.14.0.20021115145732.00b1cbc0@194.151.203.161> Hi! When I try to do a commandline search I get the following error (RT 2.0.13): [nils at cassandra nils]$ /usr/local/rt2/bin/rt --limit-body=Hallo Can't locate object method "LimitBody" via package "RT::Tickets" (perhaps you forgot to load "RT::Tickets"?) at /usr/local/rt2/bin/rt line 569. Looking at the RT::Tickets module I saw, that the Method LimitBody is not defined. Any Ideas, where I can get it? Nils From harald.zielstorff at oekostadt.de Fri Nov 15 09:48:54 2002 From: harald.zielstorff at oekostadt.de (Harald Zielstorff) Date: Fri, 15 Nov 2002 15:48:54 +0100 Subject: [rt-users] 2.1.46 for productive use? In-Reply-To: <5.1.0.14.0.20021115145732.00b1cbc0@194.151.203.161> Message-ID: <009c01c28cb6$365e6e50$1701000a@D43H570J> Hello, How stable is 2.1.46? I'm very interested in the new features for my workgroup. Is an upgrade from 2.0.15 easy? Harald Zielstorff From tony at ics.com Fri Nov 15 09:58:28 2002 From: tony at ics.com (Tony Aiuto) Date: Fri, 15 Nov 2002 09:58:28 -0500 Subject: [rt-users] Scrip-Action / Notify Queue-Owner Message-ID: <200211151458.JAA25075@frito> >Ruben Schattevoy writes >Would it be easy to add a new action "Notify Queue-Owner"? Each >queue comes along with the e-mail address of the "Correspondence >Address", which could be used here. That doesn't sound like the place to hold it. "Correspondence Address" is the address people should send to to add tickets by email. RT sets the Reply-To of outgoing mail to this address. You can't have that be the address of the person who should manage the queue, or bad things will happen. What are you trying to do? Would adding a person as the AdministrativeCC for a queue and using the existing "NotifyAdminCCs" action suffice? -tony From ramassa at ucdavis.edu Fri Nov 15 12:26:35 2002 From: ramassa at ucdavis.edu (Richard Massa) Date: Fri, 15 Nov 2002 09:26:35 -0800 Subject: [rt-users] Perl::Mailtools vulnerability Message-ID: <20021115092635.C27308@tictactoe.unixboxen.net> Question: Does the recent Perl::MailTools vulnerability (http://online.securityfocus.com/advisories/4631) affect RT? Should it be fine to upgrade to the latest version 1.51? Thanks, Richard -- THERE IS ALMOST NO LEGAL, HIGH QUALITY CONTENT AVAILABLE ON THE INTERNET. -Sen. Ernest Hollings D-S.C. From KFerguso at chi.navtech.com Fri Nov 15 12:43:56 2002 From: KFerguso at chi.navtech.com (Ferguson, Kevin) Date: Fri, 15 Nov 2002 11:43:56 -0600 Subject: [rt-users] Re: Simple installation question (I hope) Message-ID: <6F532DFDE4E2D6418E739E2494A3696735D900@mailman.chi.navtech.com> > > Kevin, > I looked the get-around over. I'm confused, where do I put the > switches: > "Kernel can't do setuid scripts safely", and > "Let perl emulate setuid scripts" > > Is this during configure, or put it into the makefile, or ??? Thanks > for the help, > Don > Don, If you run perl's configure script without the '-d' switch, it asks dozens of questions regarding desired capabilities. These are just two of the questions asked. The default for the first question, "Kernel can't do setuid scripts safely", is 'no', the desired answer. However, the default for the second, "Let perl emulate setuid scripts", is also no, which disables any perl suid capability. Originally, when I ran the Configure script, I accepted all defaults with this exception and this perl worked fine. ARRGH!! After I wrote this, I took a look at the perl.build script in the Slackware 8.1 perl source tree. It looks like it has changed the default for letting perl do suid scripts. So, after reading the previous exposition, you should be able to ignore all of it. It appears that the Slackware 8.1 perl should be able to emulate the setuid scripts after all and you shouldn't have to compile it on your own. This is what I get for trying to relate my previous experiences without trying to see if the underlying reasons have changed recently. ttfn, kevin From pdh at snapgear.com Fri Nov 15 19:31:21 2002 From: pdh at snapgear.com (Phil Homewood) Date: Sat, 16 Nov 2002 10:31:21 +1000 Subject: [rt-users] Perl::Mailtools vulnerability In-Reply-To: <20021115092635.C27308@tictactoe.unixboxen.net> References: <20021115092635.C27308@tictactoe.unixboxen.net> Message-ID: <20021116003121.GA2985@luggage.apana.org.au> Richard Massa wrote: > Does the recent Perl::MailTools vulnerability > (http://online.securityfocus.com/advisories/4631) affect RT? Should it > be fine to upgrade to the latest version 1.51? Upgrading should not affect RT. The vulnerability is in Mail::Mailer; RT does not use Mail::Mailer itself as far as I can see. (In fact, it appears that the only part of the MailTools suite it uses is Mail::Address, which does not use Mail::Mailer.) Some contrib scripts (eg, "nag") might be affected, however I suspect an exploit via "nag" at least would be rather difficult. -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From jerry at intervideo.com Fri Nov 15 21:21:55 2002 From: jerry at intervideo.com (Jerry Hsieh) Date: Fri, 15 Nov 2002 18:21:55 -0800 Subject: [rt-users] ERROR 1045: Access denied for user: 'root@localhost' (Using password: YES) Message-ID: Hi, I experienced the following error and I had try to reinstall mysql (some one make the error goes away after reinstall, but not to me), and search the message archive from the list but did not get any luck. On top of that, I also have some questions: - I run mysqladmin -u root -p it works - in mysqladmin help, it says "Default options are read from the following files in the given order: /etc/my.cnf /usr/local/mysql/var/my.cnf ~/.my.cnf" but I never find any of those files. What should I do to make the error go away? Your help is highly appreciated, thanks. # make install mkdir -p //opt/rt2/bin mkdir -p //opt/rt2/WebRT/data mkdir -p //opt/rt2/WebRT/sessiondata mkdir -p //opt/rt2/etc mkdir -p //opt/rt2/lib mkdir -p //opt/rt2/WebRT/html mkdir -p //opt/rt2/local/WebRT/html /usr/bin/perl tools/initdb 'mysql' '/usr/local/mysql' 'localhost' '' 'root' 'rt2' create Now creating a database for RT. Enter the mysql password for root: Creating mysql database rt2. cp etc/acl.mysql '//opt/rt2/etc/acl.mysql' /usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\ s'!!DB_HOST!!'"localhost"'g;\ s'!!DB_RT_PASS!!'""'g;\ s'!!DB_RT_HOST!!'"localhost"'g;\ s'!!DB_RT_USER!!'"rt"'g;\ s'!!DB_DATABASE!!'"rt2"'g;" //opt/rt2/etc/acl.mysql bin/initacls.mysql '/usr/local/mysql' 'localhost' '' 'root' '"123456" ' 'rt2' '//opt/rt2/etc/acl.mysql' Enter the mysql administrator's database password to create a new user for RT ERROR 1045: Access denied for user: 'root at localhost' (Using password: YES) Enter the mysql administrator's database password to nondestructively reload the database /usr/local/mysql/bin/mysqladmin: connect to server at 'localhost' failed error: 'Access denied for user: 'root at localhost' (Using password: YES)' make: *** [acls] Error 1 -jerry From eagle at aurora-solutions.co.uk Sat Nov 16 07:03:08 2002 From: eagle at aurora-solutions.co.uk (Stuart O'Reilly) Date: Sat, 16 Nov 2002 12:03:08 -0000 (GMT) Subject: [rt-users] ERROR 1045: Access denied for user: 'root@localhost' (Using password: YES) Message-ID: <1253.217.155.123.106.1037448188.squirrel@webmail.aurora-solutions.co.uk> > Hi, > > I experienced the following error and I had try to reinstall mysql (some > one make the error goes away after reinstall, but not to me), and search > the message archive from the list but did not get any luck. On top of > that, I also have some questions: > > - I run mysqladmin -u root -p it works > - in mysqladmin help, it says "Default options are read from the > following files in the given order: /etc/my.cnf > /usr/local/mysql/var/my.cnf ~/.my.cnf" but I never find any of those > files. > > What should I do to make the error go away? Your help is highly > appreciated, thanks. > > # make install > mkdir -p //opt/rt2/bin > mkdir -p //opt/rt2/WebRT/data > mkdir -p //opt/rt2/WebRT/sessiondata > mkdir -p //opt/rt2/etc > mkdir -p //opt/rt2/lib > mkdir -p //opt/rt2/WebRT/html > mkdir -p //opt/rt2/local/WebRT/html > /usr/bin/perl tools/initdb 'mysql' '/usr/local/mysql' 'localhost' '' > 'root' 'rt2' create > Now creating a database for RT. > Enter the mysql password for root: > Creating mysql database rt2. > cp etc/acl.mysql '//opt/rt2/etc/acl.mysql' > /usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\ > s'!!DB_HOST!!'"localhost"'g;\ > s'!!DB_RT_PASS!!'""'g;\ > s'!!DB_RT_HOST!!'"localhost"'g;\ > s'!!DB_RT_USER!!'"rt"'g;\ > s'!!DB_DATABASE!!'"rt2"'g;" > //opt/rt2/etc/acl.mysql > bin/initacls.mysql '/usr/local/mysql' 'localhost' '' 'root' '"123456" > ' 'rt2' '//opt/rt2/etc/acl.mysql' > Enter the mysql administrator's database password to create a new user > for RT > ERROR 1045: Access denied for user: 'root at localhost' (Using password: > YES) Enter the mysql administrator's database password to > nondestructively reload the database > /usr/local/mysql/bin/mysqladmin: connect to server at 'localhost' failed > error: 'Access denied for user: 'root at localhost' (Using password: YES)' > make: *** [acls] Error 1 > > -jerry > > _______________________________________________ > 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 derek-lists at foreshore.net Sat Nov 16 07:18:00 2002 From: derek-lists at foreshore.net (Derek Fage (lists account)) Date: Sat, 16 Nov 2002 12:18:00 +0000 Subject: [rt-users] Adding Custom Fields? In-Reply-To: <001f01c28578$da856460$80eda8c0@dhcp.allshare.nl> References: <5.1.0.14.0.20021105151711.02962910@mail.infotechfl.com> Message-ID: <12180056500343@mx1.foreshore.net> Paul, We use global keyworkds a lot. One example is that we have a global keyword (ClientID) for each customer that is based on their account number and shows their account name. We then have a global keyword selection that includes ClientID. All queues then have the global keyword selection of ClientID (as well as a few others), and moving tickets between queues retains these. Are you saying that this functionality goes away in 2.1.x (and then 3.x)? Regards, Derek... ---- Message from "Paul Wagland" at 10:42:42 2002-11-06 ------ >> The pc techs where I work would like to have a field in RT for computer >> serial numbers. This way they can keep track of work done on >>{...} >> The ideal solution would be for RT to have the ability to add >> fields on the >> fly that would automatically show up everywhere (search, create ticket, >> ticket details, etc.). It would be very similar to keywords, but >> it would >> be a text field, not a select box. > >The RT 2.1.x (future RT3) has this solution implemented. However, there a >couple of problems with them at the moment: >a) As of 4.1.41 it still had the same options as normal fields. i.e. there >are no "like" or "contains" options. >b) All custom fields are now per-queue, there are no longer "global" >keywords, this is not so much a hassle, as keyword setup only needs to be >done rarely. > >Of course, the other problem with the 2.1.x series is that it is still the >development branch... Mind you, that didn't stop us :-) > >> All ideas welcome! > >Not so much an idea, but you are welcome :-) > >mvg, >Paul > > >_______________________________________________ >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 has been scanned for all viruses by the MessageLabs SkyScan >service. For more information on a proactive anti-virus service working >around the clock, around the globe, visit http://www.messagelabs.com >________________________________________________________________________ -------------- next part -------------- A non-text attachment was scrubbed... Name: Derek Fage (lists account).vcf Type: text/directory Size: 169 bytes Desc: not available URL: From jesse at bestpractical.com Sat Nov 16 15:22:45 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 16 Nov 2002 15:22:45 -0500 Subject: [rt-users] Adding Custom Fields? In-Reply-To: <12180056500343@mx1.foreshore.net> References: <5.1.0.14.0.20021105151711.02962910@mail.infotechfl.com> <12180056500343@mx1.foreshore.net> Message-ID: <20021116202245.GV17710@pallas.fsck.com> > ---- Message from "Paul Wagland" at 10:42:42 2002-11-06 ------ > >The RT 2.1.x (future RT3) has this solution implemented. However, there a > >couple of problems with them at the moment: > >a) As of 4.1.41 it still had the same options as normal fields. i.e. there > >are no "like" or "contains" options. That should be a pretty trivial fix. Not sure if we'll see it before 3.0.0, but it'll be easy to slipstream in when it happens. > >b) All custom fields are now per-queue, there are no longer "global" > >keywords, this is not so much a hassle, as keyword setup only needs to be > >done rarely. That's actually a UI oversight, not a core functionality issue. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From bruce_campbell at ripe.net Sat Nov 16 16:14:10 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Sat, 16 Nov 2002 22:14:10 +0100 (CET) Subject: [rt-users] [rt-announce] RT/FM Needs You! Message-ID: To make RT even better, we're asking for even more contributions to RT/FM, the RT online manual ( http://www.fsck.com/rtfm/ ) about almost anything to do with RT. If you've found a solution to a problem, or a nifty way to do something with RT (even a funky template), send a quick mail to rt-doc-workers at fsck.com where our team can put it into RT/FM. Even if we've already got that information, it might help us to state it better. Likewise, if you've found that RT/FM has helped you, or could help you better, we'd also like to hear from you. Kind regards, -- Bruce Campbell _______________________________________________ rt-announce mailing list rt-announce at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-announce From wash at wananchi.biz Sun Nov 17 02:33:54 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Sun, 17 Nov 2002 10:33:54 +0300 Subject: [rt-users] ERROR 1045: Access denied for user: 'root@localhost' (Using password: YES) In-Reply-To: References: Message-ID: <20021117073354.GG50267@ns2.wananchi.com> * Jerry Hsieh [20021116 05:25]: wrote: > Hi, > > I experienced the following error and I had try to reinstall mysql (some one > make the error goes away after reinstall, but not to me), and search the > message archive from the list but did not get any luck. On top of that, I > also have some questions: That error should not make you reinstall mysql. What you normally should do when you forget the root password for mysql is to follow the instructions below: http://www.mysql.com/doc/en/Resetting_permissions.html > > - I run mysqladmin -u root -p it works > - in mysqladmin help, it says "Default options are read from the following > files in the given order: /etc/my.cnf /usr/local/mysql/var/my.cnf ~/.my.cnf" > but I never find any of those files. You can find samples of the files by doing: find /usr/local/ -type f -name "my-*" On a FreeBSD system with MySQL installed from the ports, the files would be found in /usr/local/share/mysql. You need to look at the sample files and decide which one best decsribes your site requirements and then copy it to /etc/my.cnf, then edit the values that your requirements dictate that you change. > What should I do to make the error go away? Your help is highly appreciated, > thanks. > > s'!!DB_DATABASE!!'"rt2"'g;" //opt/rt2/etc/acl.mysql > bin/initacls.mysql '/usr/local/mysql' 'localhost' '' 'root' '"123456" ' > 'rt2' '//opt/rt2/etc/acl.mysql' > Enter the mysql administrator's database password to create a new user for > RT > ERROR 1045: Access denied for user: 'root at localhost' (Using password: YES) > Enter the mysql administrator's database password to nondestructively reload > the database > /usr/local/mysql/bin/mysqladmin: connect to server at 'localhost' failed > error: 'Access denied for user: 'root at localhost' (Using password: YES)' > make: *** [acls] Error 1 Well, follow the instructions above, set the correct password for root in /etc/my.cnf and also in the Makefile for rt2 and you'll mostly succeed. 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 jesse at bestpractical.com Sun Nov 17 13:29:02 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 17 Nov 2002 13:29:02 -0500 Subject: [rt-users] Adding Custom Fields? In-Reply-To: <20021116203558.GA18987@shekinah.ip.tiscali.net> References: <5.1.0.14.0.20021105151711.02962910@mail.infotechfl.com> <12180056500343@mx1.foreshore.net> <20021116202245.GV17710@pallas.fsck.com> <20021116203558.GA18987@shekinah.ip.tiscali.net> Message-ID: <20021117182902.GD17710@pallas.fsck.com> On Sat, Nov 16, 2002 at 09:35:58PM +0100, Alexander Koch wrote: > Hi Jesse, > > as you are mentioning RT 2.1 (or rather: 3.0) can you give a > rough timeframe when one coul expect it being released? This > would give us an idea of whether or not we upgrade or wait > some more weeks or months, etc. RT 3.0 will be released when it is feature complete and stable. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at snapgear.com Sun Nov 17 17:46:03 2002 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 18 Nov 2002 08:46:03 +1000 Subject: [rt-users] problems with commandline tool In-Reply-To: <5.1.0.14.0.20021115145732.00b1cbc0@194.151.203.161> References: <5.1.0.14.0.20021115145732.00b1cbc0@194.151.203.161> Message-ID: <20021117224603.GF447@luggage.internal.moreton.com.au> Nils Ketelsen wrote: > [nils at cassandra nils]$ /usr/local/rt2/bin/rt --limit-body=Hallo > Can't locate object method "LimitBody" via package "RT::Tickets" (perhaps > you forgot to load "RT::Tickets"?) at /usr/local/rt2/bin/rt line 569. Bug in the "rt" command. The attached patch fixes this. -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances -------------- next part -------------- Index: bin/rt =================================================================== RCS file: /cvs/local/rt/bin/rt,v retrieving revision 1.4 diff -u -r1.4 rt --- bin/rt 20 Jul 2002 08:04:11 -0000 1.4 +++ bin/rt 17 Nov 2002 22:41:08 -0000 @@ -570,7 +570,7 @@ $op = ParseLikeOp($op); - $Tickets->LimitBody(VALUE => $val, + $Tickets->LimitContent(VALUE => $val, OPERATOR => $op ); } From pdh at snapgear.com Sun Nov 17 17:58:45 2002 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 18 Nov 2002 08:58:45 +1000 Subject: [rt-users] Links display weirdly in 2.0.14 In-Reply-To: <1037362032.18396.12.camel@isis> References: <1037177998.14773.56.camel@isis> <1037362032.18396.12.camel@isis> Message-ID: <20021117225845.GG447@luggage.internal.moreton.com.au> Lynoure Rajam?ki wrote: > It seems that it is caused by the space or parenthesis, as with 'Company > (test)' there was a problem also in 2.0.15, though not with > 'Company-test'. Can you do a "view source" on an affected page, and see what's there? -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From atporter at lenin.primate.net Fri Nov 1 15:01:38 2002 From: atporter at lenin.primate.net (Aaron T Porter) Date: Fri, 1 Nov 2002 12:01:38 -0800 Subject: [rt-users] Making RT invisible - changing subject lines In-Reply-To: <20021031141009.D7330@lafferty.ca> References: <3DC16B92.9040608@eecs.berkeley.edu> <3DC16B92.9040608@eecs.berkeley.edu> <20021031131744.C7330@lafferty.ca> <5.1.1.6.0.20021031135225.03d79008@mail.corp.lumeta.com> <20021031141009.D7330@lafferty.ca> Message-ID: <20021101200138.GE4950@lenin.primate.net> On Thu, Oct 31, 2002 at 02:10:09PM -0500, Rich Lafferty wrote: > > Hmm.. I dunno.. might be nifty to have the ticket # in an X-Header.. like > > X-RT-Ticket: or something along those lines.. :) > > No, the ticket number has to come back *from* the user. RT can't set > custom headers in some guy's Outlook. Probably be better off hacking Message-ID and then parsing References. No sane MUA will be mucking with those (so I'm still not sure it'd work with Outlook). From DRohan at anl.gov Wed Nov 6 16:06:01 2002 From: DRohan at anl.gov (Rohan, Daniel G.) Date: Wed, 06 Nov 2002 15:06:01 -0600 Subject: [rt-users] Modifying Subject lines in AutoReply templates Message-ID: <3DC98439.6050105@anl.gov> An HTML attachment was scrubbed... URL: From colleen at darksideproductions.net Thu Nov 7 19:24:01 2002 From: colleen at darksideproductions.net (Colleen) Date: Thu, 7 Nov 2002 16:24:01 -0800 Subject: [rt-users] removing keywords Message-ID: <12F63B1280D5E444930A872E98BF552DAF02BB@darkside1.darksideproductions.net> I'm trying to remove Keywords from my Create Ticket/Show Ticket/Display Ticket web interface to RT and, while I have disabled it from the Configuration->Keywords page, it still shows up on Tickets. How can I fix this? Thanks in advance, -- Colleen Noonan Software Engineer From celkins at pace.co.uk Mon Nov 11 14:17:54 2002 From: celkins at pace.co.uk (Carl Elkins) Date: Mon, 11 Nov 2002 19:17:54 +0000 Subject: [rt-users] Suppression of incoming mail CC to RT queue Message-ID: Folks, couldn't find anything on this topic, so here goes (sorry if I've missed something, any pointers gratefully received)... Some of our users (non-technical staff - everyone else seems capable of following simple instructions ;-)) seem to insist on including the RT queue address in the CC list of some emails; this is primarily a problem if they reply to a mail which has a valid ticket ID in Subject: field (the route by which they get this is unimportant to this discussion), since they don't expect that RT will generate a reply to the original requestor, since they didn't send the mail to him/her... I'm sure you can see where this is leading. I can see a number of approaches to solving this, unfortunately, it appears that training the users isn't one of them :-( One approach would be to use, say ProcMail, to suppress messages destined for the RT queue where the RT address is in the CC list, not the To: list. Another would be to generate suitable Scrip conditions to carry out a similar check for ticket creation/update. Another would be to create Scrip actions for creation/update which check for the CCing in the Prepare() method, though this doesn't strike me as the 'right' place to be doing this kind of thing. Yet another would be to modify the rt-mailgate to check for this condition, which seems logically where it should live, given that checking for suspicious senders, external users etc. is done here, though obviously picking up a condition from config.pm is the right way to do this kind of thing. I'd be grateful for comments on the merits of the various approaches, based on the accumulated wisdom of those present, or indeed for any other suggestions to solving my problem. Thanks. -- Carl Elkins, Team Leader, Technical Support, IPTV Division Pace Micro Technology plc, Tel: +44 (0) 1223 518 586 645 Newmarket Road, Fax: +44 (0) 1223 518 526 Cambridge. CB5 8PB WWW: http://www.pace.co.uk/ From jgoss at transat-tech.com Mon Nov 11 16:11:50 2002 From: jgoss at transat-tech.com (James Goss) Date: Mon, 11 Nov 2002 15:11:50 -0600 Subject: [rt-users] "Grouping" of unprivileged users Message-ID: Hello all, I don't imagine that this is an uncommon problem, but I've poked through the documentation, FAQ and archives and didn't see anything that addressed this issue... I've got some customers who have 'user' accounts in RT (2.0.15) so that they can review tickets they've submitted in the past and see status, etc. The complaint that I get from them is that they can see only their own tickets and not those of their co-workers. That is, if customers X and Y work for company A then it is a reasonable request for them to ask for the ability for customer X to see the tickets requested by customer Y and vice-versa. Unfortunately, I see no way to implement this in RT, except to manually add customer Y as a requestor for customer X's tickets and vice-versa. So my question is: * Is there a way to 'group' users so they can see each other's tickets without granting them privileges? I've looked into doing this by granting them privileges, but it seems even privileged users with few privileges can still _see_ a lot of the configuration, even if they can't change it. This is not acceptable for our application. * Is there a way that I can automatically add customer Y as a requestor to tickets coming from customer X? Thanks, Jim From javageek at sdf.lonestar.org Mon Nov 11 16:37:59 2002 From: javageek at sdf.lonestar.org (Guillermo Castro) Date: Mon, 11 Nov 2002 15:37:59 -0600 (CST) Subject: [rt-users] Users can't login Message-ID: <48339.148.244.254.11.1037050679.squirrel@otaku.freeshell.org> Hi, I recently upgraded the development server to Redhat 8.0, which comes with apache 2.0, and many perl modules don't work for 2.0 so I recompiled apache 1.3 and mod_perl 1.26 frm rh 7.3 src rpms in order to have RT. The problem is that although everything seems to be installed ok, everytime I try to login (with any user), I get the 'Your username or password is incorrect' Error. I've tried changing the password with the 'rtadmin' tool, unsetting password, etc. but still RT doesn't let anyone login. The environment is: Linux 2.4.18-14 running Redhat 8.0 Apache 1.3.23 Perl 5.8.0 mod_perl 1.26.5 HTML::Mason 1.15 Has anyone fixed this problem? I already changed 'webmux.pl' and 'Web.pm' with the recommendations found in the archives (from CGI to mod_perl). Is there something else I need to do? We really need to get this system working, as we use it for our everyday bug tracking. Thanks! -- javageek at freeshell.org pgp id: 0x7FB1DE2E From mccallum at nemsys.com Tue Nov 12 09:30:24 2002 From: mccallum at nemsys.com (Donald A. McCallum) Date: Tue, 12 Nov 2002 09:30:24 -0500 Subject: [rt-users] RT 2.0 Reply email problem Message-ID: <00DA87AEF9493F4287FF6EB4FF1A75CDA8F9@nem.nemsys.com> Hello all, I'm a new user to RT but after many, many long nights have managed to have it up and running almost perfectly. :-) My primary email server is Exchange 2000 running on NT 2000 Server. I have 2 email boxes setup to forward to my RT box. support at nemsys.com & comments at nemsys.com Both of these work find and generate a ticket. The problem is that the ticket that is generated comes back with the following headers: Microsoft Mail Internet Headers Version 2.0 Received: from nemsys.com ([192.168.2.1]) by nem.nemsys.com with Microsoft SMTPSVC(5.0.2195.5329); Mon, 11 Nov 2002 09:29:58 -0500 X-MessageWall-Score: 0 (nemsys.com) Received: from [192.168.2.7] by nemsys.com (MessageWall 1.0.7) with SMTP; 11 Nov 2002 14:29:58 -0000 Received: (from apache at localhost) by apps.nemsys.com (8.11.2/8.11.2) id gABETvA09719; Mon, 11 Nov 2002 09:29:57 -0500 Date: Mon, 11 Nov 2002 09:29:57 -0500 Subject: [nemsys.com #30] Davids House - ISDN line ties up. From: "general" Reply-To: rt at apps.nemsys.com In-Reply-To: Message-ID: Precedence: bulk X-RT-Loop-Prevention: nemsys.com RT-Ticket: nemsys.com #30 Managed-by: RT 2.0.14 (http://bestpractical.com/rt/) RT-Originator: mccallum at nemsys.com To: mccallum at nemsys.com Return-Path: apache at apps.nemsys.com X-OriginalArrivalTime: 11 Nov 2002 14:29:58.0196 (UTC) FILETIME=[CFA69F40:01C2898E] These messages can not be replied to as the return emails do not exist. @apps.nemsys.com is the internal name of the machine, this should simply be @nemsys.com I have been looking through the docs and examine my scripts and checking the news groups, However I can not find where this is pulling from? I am guessing that the return address should be the same support at nemsys.com. Any hints would be appreciated! TIA Don McCallum Nemsys Consulting mccallum at nemsys.com 419-243-3606 -------------- next part -------------- An HTML attachment was scrubbed... URL: From eagle at aurora-solutions.co.uk Wed Nov 13 15:44:37 2002 From: eagle at aurora-solutions.co.uk (eagle at aurora-solutions.co.uk) Date: Wed, 13 Nov 2002 20:44:37 -0000 (GMT) Subject: [rt-users] Simple installation question (I hope) In-Reply-To: <6F532DFDE4E2D6418E739E2494A3696735D8FC@mailman.chi.navtech.com> References: <6F532DFDE4E2D6418E739E2494A3696735D8FC@mailman.chi.navtech.com> Message-ID: <39737.153.2.247.12.1037220277.squirrel@webmail.aurora-solutions.co.uk> > >> -----Original Message----- >> From: Don Brett [mailto:dlbrett at zoominternet.net] >> Sent: Tuesday, November 12, 2002 8:39 PM >> To: rt-users at lists.fsck.com >> Subject: [rt-users] Simple installation question (I hope) >> >> >> Hi, I'm installing RT on a Slackware box and ran into something funny. >> >> Slackware - 8.1 >> Apache, Mysql, Perl all installed from pkgtool. These are currently >> "stock" installs without much setup (other than mysql root admin) >> > > A couple of things to watch out for: > > Slackware Apache is built with all modules as DSOs. I've run into > problems with mod_perl in this configuration. I ended up compiling > Apache with static mod_perl. > > Does Slack 8.1 fix the broken suidperl builds of previous versions? This > entry from the archives highlights the problem and a workaround. > > http://lists.fsck.com/pipermail/rt-users/2001-July/003094.html > > The caveat here is that I haven't installed Slack 8.1 yet. My > experiences relate to Slack 7.1 and 8.0. > > ttfn, > kevin > _______________________________________________ > 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 Kevin, I am currently running Slackware 8.1 and there are problems with RT2 and Slack 8.1. You need to remove the perl package and recompile a version from perl.com. I am currently running Apache 1.3.27, PHP 4.23 and MySQL 3.23.53. I have downloaded but not compiled the mod_perl module for Apache. I am using Apache, MySQL and PHP straight from the Slack install. Stuart. From jyotisarin at hotmail.com Wed Nov 13 21:36:38 2002 From: jyotisarin at hotmail.com (Jyoti Sarin) Date: Wed, 13 Nov 2002 20:36:38 -0600 Subject: [rt-users] Issues with RT Installation--Urgent Message-ID: An HTML attachment was scrubbed... URL: From FPurdue at newopportunitiesinc.org Thu Nov 14 13:08:30 2002 From: FPurdue at newopportunitiesinc.org (Fred Purdue) Date: Thu, 14 Nov 2002 13:08:30 -0500 Subject: [rt-users] billing/invoicing out of RT Message-ID: Ladies & Gents, One of my customers is currently using RT and loving it, but they are running into a problem and are looking for a better way to handle a process: They currently keep each division in it's own queue and then they use an internal billing policy to 'charge back' the costs of IT on a per ticket basis. Right now they do this by opening each resolved ticket in a time period and writing down the division name, the time spent on the ticket by each helpdesk staff member (different rates), and the resolved date. This is obviously pretty time consuming... Is there a better way to do this? What is the best way to get RT to give out a report that looks like this. Please keep in mind I while I have a good conceptual idea of what RT is doing under the hood and I have done *some* customization of it, answers that involve "write a perl script to do this" will be met with a blank stare... Ideas? Fred --=-- Fred Purdue New Opportunities, Inc. 232 N. Elm St Waterbury, CT 06702 - FPurdue at NewOpportunitiesInc.org P: 203.575.9799 x259 C: 203.887.5150 --=-- -------------- next part -------------- An HTML attachment was scrubbed... URL: From wash at wananchi.biz Mon Nov 18 03:53:12 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Mon, 18 Nov 2002 11:53:12 +0300 Subject: [rt-users] Problems installing with Pg In-Reply-To: References: Message-ID: <20021118085312.GO50267@ns2.wananchi.com> * Jarrod Smith [20021118 11:40]: wrote: > It seems that there is a problem with Pg in 2.0.14? > > I'm trying to do a 'make install' but having problems connecting to a > postgres server on localhost. I've seen similar posts here before but > nothing exactly like this... > > Any time there is a DBI->connect(dbname=rt2;host=localhost), the connect > fails. I can define DB_HOST and DB_RT_HOST to be null in the Makefile and > things get farther (the rt2 database gets built), but then towards the > end of the install: > > /usr/bin/perl -I//usr/local/rt2/etc -I//usr/local/rt2/lib > //usr/local/rt2/etc/insertdata > DBI->connect(dbname=rt2;host=) failed: connectDBStart() -- unknown > hostname: user=rt_user at > /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/Handle.pm line 117 > Connect Failed connectDBStart() -- unknown hostname: user=rt_user > at //usr/local/rt2/etc/insertdata line 27 > make: *** [insert] Error 255 > > So in this phase, the "host=" argument is hardwired into the DBI->connect > even if I leave it null. If I modify config.pm to put localhost back, I > get the same error connecting that I did before. I did not try to go > modify the code to remove the 'host=' argument completely. I thought I > had better ask here first. > Hello Doc, All you need to do it take a good at the Makefile (the one in the rt2 distro), make the the changes required in there and the build will succeed. If you did modify it, then there must be a mistake you made. Take a keen look at the following values: # DB_TYPE defines what sort of database RT trys to talk to DB_TYPE = DB_HOME = DB_DBA = DB_DBA_PASSWORD = DB_HOST = DB_PORT = DB_RT_HOST = DB_DATABASE = DB_RT_USER = DB_RT_PASS = Rgds 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 wash at wananchi.biz Mon Nov 18 03:43:09 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Mon, 18 Nov 2002 11:43:09 +0300 Subject: [rt-users] GotoQueue dropdown menu? In-Reply-To: <455387452.20021004105659@sentex.net> References: <455387452.20021004105659@sentex.net> Message-ID: <20021118084309.GN50267@ns2.wananchi.com> * Damian Gerow [20021118 11:35]: wrote: > One of the biggest complaints amongst our users of RT is that if you > want to go back to a queue's listing when looking at a ticket, you > have to go 'Home' and then click on the queue. > > I'm trying to get a dropdown menu working a la "New ticket in" > functionality, except jump to a queue listing, with the same search > restrictions as are provided in the Quicksearch box, when Home. > > Before I venture too far, has anyone else done this? Yes, it was posted to the list sometimes back. The keyword, if you are going to search is "JumpToQueue" 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 binand at gmx.net Mon Nov 18 03:25:19 2002 From: binand at gmx.net (Binand Raj S.) Date: Mon, 18 Nov 2002 13:55:19 +0530 Subject: [rt-users] Images being sent as text/html Message-ID: <20021118082519.GB10169@binand.cysphere.com> Hi All, My RT installation is sending rt.jpg (and spacer.gif, I haven't checked other files) as text/html instead of image/jpg or whatever. If I copy the file to another virtualhost running on the same server, the content type is set properly. How do I fix this? binand at binand[~]:(7) nc myserver.mydomain.com http HEAD /NoAuth/images/rt.jpg HTTP/1.1 Host: rt2.mydomain.com HTTP/1.1 200 OK Date: Mon, 18 Nov 2002 08:11:09 GMT Server: Apache Set-Cookie: AF_SID=5c385ab492bad981afbd856d108dbd96; path=/ Content-Type: text/html binand at binand[~]:(8) nc myserver.mydomain.com http HEAD /rt.jpg HTTP/1.1 Host: anothervhost.mydomain.com HTTP/1.1 200 OK Date: Mon, 18 Nov 2002 08:11:57 GMT Server: Apache Last-Modified: Mon, 18 Nov 2002 08:06:32 GMT ETag: "c0602-395-3dd89f88" Accept-Ranges: bytes Content-Length: 917 Content-Type: image/jpeg I am running RT 2.0.13, Apache 1.3.22-6 (Latest redhat update for 7.2), mod_fastcgi 2.2.12, perl-5.6.1-26.72.3. Any help will be appreciated. Please let me know if additional details are required. TIA, Binand From nils.ketelsen at kuehne-nagel.com Mon Nov 18 04:18:12 2002 From: nils.ketelsen at kuehne-nagel.com (Nils Ketelsen) Date: Mon, 18 Nov 2002 10:18:12 +0100 Subject: [rt-users] Modifying Subject lines in AutoReply templates In-Reply-To: <3DC98439.6050105@anl.gov> Message-ID: <5.1.0.14.0.20021118101626.00aa9e70@194.151.203.161> At 15:06 06.11.2002 -0600, Rohan, Daniel G. wrote: >Hi, > >I am trying to get RT working in a fashion that is suitable for our >environment and I >was wondering if any of you would know how to change the subject line >which currently >only displays >[anl.gov >#51]. I would like it to display [anl.gov / Security_Queue #51 ] > >or something similar. Any help would be greatly appreciated. I believe this would not make too much sense. When the Queue is changed the user has to change the subject line. This is not very transparent. With the subject not containing the queue-name the requestor can always use his "reply" function and the reply is automatically assigned to the right ticket. Best regards, Nils From Lutz.Jaenicke at aet.TU-Cottbus.DE Mon Nov 18 04:32:47 2002 From: Lutz.Jaenicke at aet.TU-Cottbus.DE (Lutz Jaenicke) Date: Mon, 18 Nov 2002 10:32:47 +0100 Subject: [rt-users] Tickets and Mail Threads Message-ID: <20021118093247.GA2655@serv01.aet.tu-cottbus.de> Hi! I am operating RT2 for openssl.org. This means, that discussion about is public and mailings are forwarded to the openssl-dev mailing list. Unfortunately, the In-Reply-To: header is not kept when a mailing is replied to, so that mailers, e.g. mutt, cannot recompose the discussion thread. Is there a way to enable mail-threading? Best regards, Lutz -- Lutz Jaenicke Lutz.Jaenicke at aet.TU-Cottbus.DE http://www.aet.TU-Cottbus.DE/personen/jaenicke/ BTU Cottbus, Allgemeine Elektrotechnik Universitaetsplatz 3-4, D-03044 Cottbus From nils.ketelsen at kuehne-nagel.com Mon Nov 18 04:50:41 2002 From: nils.ketelsen at kuehne-nagel.com (Nils Ketelsen) Date: Mon, 18 Nov 2002 10:50:41 +0100 Subject: [rt-users] Making RT invisible - changing subject lines In-Reply-To: <20021101200138.GE4950@lenin.primate.net> References: <20021031141009.D7330@lafferty.ca> <3DC16B92.9040608@eecs.berkeley.edu> <3DC16B92.9040608@eecs.berkeley.edu> <20021031131744.C7330@lafferty.ca> <5.1.1.6.0.20021031135225.03d79008@mail.corp.lumeta.com> <20021031141009.D7330@lafferty.ca> Message-ID: <5.1.0.14.0.20021118104917.00ab2c50@194.151.203.161> At 12:01 01.11.2002 -0800, you wrote: >On Thu, Oct 31, 2002 at 02:10:09PM -0500, Rich Lafferty wrote: > > > Hmm.. I dunno.. might be nifty to have the ticket # in an X-Header.. > like > > > X-RT-Ticket: or something along those lines.. :) > > No, the ticket number has to come back *from* the user. RT can't set > > custom headers in some guy's Outlook. > Probably be better off hacking Message-ID and then parsing >References. No sane MUA will be mucking with those (so I'm still not sure >it'd work with Outlook). Not the MTA, but the user: Many people mix up "reply" and "forward" buttons. I see it all the time. People who are not IT (and many people within IT) don't give a thought about such things. Nils From adrian at creative.net.au Mon Nov 18 05:42:34 2002 From: adrian at creative.net.au (Adrian Chadd) Date: Mon, 18 Nov 2002 21:42:34 +1100 Subject: [rt-users] billing/invoicing out of RT In-Reply-To: Message-ID: <7275D68F-FAE2-11D6-92EB-003065FB20B2@creative.net.au> On Friday, November 15, 2002, at 05:08 AM, Fred Purdue wrote: > Ladies & Gents, > ? > One of my customers is currently using RT and loving it, but they are > running into a problem and are looking for a better way to handle a > process: > ? > They currently keep each division in it's own queue and then they use > an internal billing policy to 'charge back' the costs of IT on a per > ticket basis.? Right now they do this by opening each resolved ticket > in a time period and writing down the division name, the time spent on > the ticket by each helpdesk staff member (different rates), and the > resolved date.? This is obviously pretty time consuming...? Is there a > better way to do this?? What is the best way to get RT to give out a > report that looks like this. Have you looked at RT's schema? You might have some luck building a few SQL queries to generate these types of totals rather than messing with RT too much. Adrian From nils.ketelsen at kuehne-nagel.com Mon Nov 18 05:43:21 2002 From: nils.ketelsen at kuehne-nagel.com (Nils Ketelsen) Date: Mon, 18 Nov 2002 11:43:21 +0100 Subject: [rt-users] problems with commandline tool In-Reply-To: <5.1.0.14.0.20021115145732.00b1cbc0@194.151.203.161> Message-ID: <5.1.0.14.0.20021118114212.024de5b8@194.151.203.161> At 14:57 15.11.2002 +0100, Nils Ketelsen wrote: >Looking at the RT::Tickets module I saw, that the Method LimitBody is not >defined. Any Ideas, where I can get it? Solved. Thanks to Florian Weimer, who also sent the patch to rt-2.0-bugs at fsck.com The Method is names LimitContent within the perl Module, not LimitBody. Nils From Weimer at CERT.Uni-Stuttgart.DE Mon Nov 18 05:46:10 2002 From: Weimer at CERT.Uni-Stuttgart.DE (Florian Weimer) Date: Mon, 18 Nov 2002 11:46:10 +0100 Subject: [rt-users] Making RT invisible - changing subject lines In-Reply-To: <200210312047.PAA25478@frito> (Tony Aiuto's message of "Thu, 31 Oct 2002 15:47:54 -0500") References: <200210312047.PAA25478@frito> Message-ID: <87r8dji2a5.fsf@Login.CERT.Uni-Stuttgart.DE> Tony Aiuto writes: > My guess is that rt-mailgate could be beefed up to look at > the 'In-Reply-To' (and maybe Message-ID) headers when it can't > parse the ticket id off the subject line. Or use email addresses which contain the ticket number... -- Florian Weimer Weimer at CERT.Uni-Stuttgart.DE University of Stuttgart http://CERT.Uni-Stuttgart.DE/people/fw/ RUS-CERT fax +49-711-685-5898 From Weimer at CERT.Uni-Stuttgart.DE Mon Nov 18 05:48:08 2002 From: Weimer at CERT.Uni-Stuttgart.DE (Florian Weimer) Date: Mon, 18 Nov 2002 11:48:08 +0100 Subject: [rt-users] Tickets and Mail Threads In-Reply-To: <20021118093247.GA2655@serv01.aet.tu-cottbus.de> (Lutz Jaenicke's message of "Mon, 18 Nov 2002 10:32:47 +0100") References: <20021118093247.GA2655@serv01.aet.tu-cottbus.de> Message-ID: <87of8ni26v.fsf@Login.CERT.Uni-Stuttgart.DE> Lutz Jaenicke writes: > Unfortunately, the In-Reply-To: header is not kept when a mailing is > replied to, so that mailers, e.g. mutt, cannot recompose the discussion > thread. Is there a way to enable mail-threading? We are in the process of implementing In-Reply-To: and References: support. References: support already works, In-Reply-To: is just a matter of a few additional lines. -- Florian Weimer Weimer at CERT.Uni-Stuttgart.DE University of Stuttgart http://CERT.Uni-Stuttgart.DE/people/fw/ RUS-CERT fax +49-711-685-5898 From adrian at creative.net.au Mon Nov 18 05:49:41 2002 From: adrian at creative.net.au (Adrian Chadd) Date: Mon, 18 Nov 2002 21:49:41 +1100 Subject: [rt-users] Can't do setuid In-Reply-To: <00ab01c27957$47f242d0$1401a8c0@pwhsnet.com> Message-ID: <711D9599-FAE3-11D6-92EB-003065FB20B2@creative.net.au> On Tuesday, October 22, 2002, at 09:12 AM, Patrick Fish wrote: > I got my permissions fixed, but I'm using FreeBSD, and theres no > perl-suidperl (or perl-suid, etc) package. However, there is > "/usr/local/bin/suidperl"... > > Under FreeBSD the default system suidperl is without the suid bit. adrian at ewok:~> ls -l /usr/bin/suidperl -r-x--x--x 3 root wheel 50784 Nov 16 08:00 /usr/bin/suidperl So, I'm guessing its the same for the port. Are you using the system perl or the port perl? (There's a magic program that you can run to symlink /usr/bin/perl|suidperl to /usr/local/bin/, making stuff work without too much fudging. Installing the port will tell you what it is.) chmod 4711 /usr/bin/suidperl or /usr/local/bin/suidperl might do what you want. Adrian > -p > > ----- Original Message ----- > From: "Forrest Stanley" > To: > Sent: Monday, October 21, 2002 11:55 AM > Subject: Re: [rt-users] Can't do setuid > > >> At 11:41 AM 10/21/2002 -0700, Patrick O. Fish wrote: >>> Finally finished the install and got it set up, the Web UI works >>> fine, I >>> just have one more problem... >>> >>> >>> ----- The following addresses had permanent fatal errors ----- >>> "|/usr/local/rt2/bin/rt-mailgate --queue support --action correspond" >>> (reason: 255) >>> (expanded from: >>> <support at pwhsnet.com>) >>> >>> ----- Transcript of session follows ----- >>> Can't do setuid >>> 554 5.3.0 unknown mailer error 255 >>> >>> >>> -rw-r-xr-x 1 root rt 9134 Oct 21 01:48 >>> /usr/local/rt2/bin/rt-mailgate >>> -rwxr-xr-x 1 root rt 4748 Oct 21 01:48 >>> /usr/local/rt2/bin/webmux.pl >>> >> >> >> My rt-mailgate has same permissions as everything else in that folder: >> -rwxr-sr-x 1 root rt 5551 Oct 11 10:24 >> mason_handler.fcgi >> -rwxr-sr-x 1 root rt 4639 Oct 11 10:24 >> mason_handler.scgi >> -rwxr-sr-x 1 root rt 31398 Oct 11 10:24 rt >> -rwxr-sr-x 1 root rt 23829 Oct 11 10:24 rtadmin >> -rwxr-sr-x 1 root rt 9128 Oct 11 10:24 rt-mailgate >> -rwxr-xr-x 1 root rt 4736 Oct 11 10:24 webmux.pl >> >> Also check here: >> >> http://lists.fsck.com/pipermail/rt-users/2002-June/008641.html >> >> >> >> >>> My /etc/aliases is: >>> support: "|/usr/local/rt2/bin/rt-mailgate --queue support --action > correspond" >>> support-comment: "|/usr/local/rt2/bin/rt-mailgate --queue > support --action >>> comment" >>> >>> >>> Thanks, >>> Patrick Fish >> >> _______________________________________________ >> 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 b.boksa at sidebysite.de Mon Nov 18 06:16:22 2002 From: b.boksa at sidebysite.de (Benjamin Boksa) Date: Mon, 18 Nov 2002 12:16:22 +0100 Subject: [rt-users] TimeWorked-Report Message-ID: <2B645D7A-FAE7-11D6-82E2-00039310C34C@sidebysite.de> Hi List! The attached page (which is based on the existing rt-addon statusreport.html, Thanks to Jesse) allows to report the TimeWorked on a set of resolved Tickets in a Queue in a given time interval. I know it is nothing big, it is just some quick work for some small reports. Feel free to send me comments, suggestions, patches. Regards, Benne -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- -- 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 Lutz.Jaenicke at aet.TU-Cottbus.DE Mon Nov 18 06:57:48 2002 From: Lutz.Jaenicke at aet.TU-Cottbus.DE (Lutz Jaenicke) Date: Mon, 18 Nov 2002 12:57:48 +0100 Subject: [rt-users] Tickets and Mail Threads In-Reply-To: <87of8ni26v.fsf@Login.CERT.Uni-Stuttgart.DE> References: <20021118093247.GA2655@serv01.aet.tu-cottbus.de> <87of8ni26v.fsf@Login.CERT.Uni-Stuttgart.DE> Message-ID: <20021118115747.GA5940@serv01.aet.tu-cottbus.de> On Mon, Nov 18, 2002 at 11:48:08AM +0100, Florian Weimer wrote: > Lutz Jaenicke writes: > > > Unfortunately, the In-Reply-To: header is not kept when a mailing is > > replied to, so that mailers, e.g. mutt, cannot recompose the discussion > > thread. Is there a way to enable mail-threading? > > We are in the process of implementing In-Reply-To: and References: > support. References: support already works, In-Reply-To: is just a > matter of a few additional lines. Thanks. I will stay tuned. Best regards, Lutz -- Lutz Jaenicke Lutz.Jaenicke at aet.TU-Cottbus.DE http://www.aet.TU-Cottbus.DE/personen/jaenicke/ BTU Cottbus, Allgemeine Elektrotechnik Universitaetsplatz 3-4, D-03044 Cottbus From b.boksa at sidebysite.de Mon Nov 18 07:15:04 2002 From: b.boksa at sidebysite.de (Benjamin Boksa) Date: Mon, 18 Nov 2002 13:15:04 +0100 Subject: [rt-users] TimeWorked-Report In-Reply-To: <2B645D7A-FAE7-11D6-82E2-00039310C34C@sidebysite.de> Message-ID: <5EBBA830-FAEF-11D6-83FE-00039310C34C@sidebysite.de> Sorry, the last file contained an error (I forgot to change the ACTION-Attribute of the FORM after changing the filename). Regards, Benne -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: text/enriched Size: 144 bytes Desc: not available URL: -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- Am Montag, 18.11.02, um 12:16 Uhr (Europe/Berlin) schrieb Benjamin Boksa: > Hi List! > > The attached page (which is based on the existing rt-addon > statusreport.html, Thanks to Jesse) allows to report the TimeWorked on > a set of resolved Tickets in a Queue in a given time interval. > > I know it is nothing big, it is just some quick work for some small > reports. Feel free to send me comments, suggestions, patches. > > 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/ -- 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/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: text/enriched Size: 944 bytes Desc: not available URL: From smylers at gbdirect.co.uk Mon Nov 18 07:21:28 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Mon, 18 Nov 2002 12:21:28 +0000 (GMT) Subject: [rt-users] Suppression of incoming mail CC to RT queue In-Reply-To: Message-ID: On Nov 11 Carl Elkins wrote: > Some of our users ... seem to insist on including the RT queue address > in the CC list of some emails; this is primarily a problem if they > reply to a mail which has a valid ticket ID in Subject: field (the > route by which they get this is unimportant to this discussion), Thinking differently about your situation, _how_ unimportant is that? > since they don't expect that RT will generate a reply to the original > requestor, ... [terrible consequences snipped] The thing I'd try first -- as by far the least hassle from a techinical point of view -- would be to change the templates used so that people don't have these expectations. Correspondence sent to owners, CCs, and admin-CCs can have a block like this at the top of them: ## This mail is managed by RT. Ticket #123 ## Ticket Subject: Very Urgent Problem! ## Intranet ticket page: http://rt/Ticket/Display.html?id=123 ## Replying to or forwarding this message will go to ALL these people: ## D Duck, Acme Inc ## B Bunny, Acme Inc ## E Fudd, Acme Inc ## It doesn't mattern how you address the message: RT will send it to ## all those people. ## ## Please delete this block from your replies. You just need a loop in the middle of the template to get the RealName and Organization for each of the requestors of the ticket. And make sure that you use different template for mailing requestors so that they don't see the above. (So you have to have separate correspondence scrips for sending internal and external.) Smylers -- GBdirect http://www.gbdirect.co.uk/ From darren at boston.com Mon Nov 18 10:13:23 2002 From: darren at boston.com (darren chamberlain) Date: Mon, 18 Nov 2002 10:13:23 -0500 Subject: [rt-users] Suppression of incoming mail CC to RT queue In-Reply-To: References: Message-ID: <20021118-8bba9041412309010e8394b6f2ec6695@mail.boston.com> * Smylers [2002-11-18 07:27]: > The thing I'd try first -- as by far the least hassle from a > techinical point of view -- would be to change the templates used so > that people don't have these expectations. [-- snip --] > You just need a loop in the middle of the template to get the RealName > and Organization for each of the requestors of the ticket. We do something like this with our install; every autogenerated message has a number of lines at the top, one of which is the watchers for the ticket in question, which we generate with: join ", ", do { my @watchers; my %uniq; my $Watchers = $Ticket->Watchers; my $Requestors = $Ticket->Requestors; my $QueueWatchers = $Ticket->QueueObj->Watchers; while (my $requestor = $Requestors->Next) { my $email = $requestor->OwnerObj->EmailAddress; push @watchers, $email if length $email; } while (my $watcher = $Watchers->Next) { my $email = $watcher->OwnerObj->EmailAddress; push @watchers, $email if length $email; } while (my $queue_watcher = $QueueWatchers->Next) { my $email = $queue_watcher->OwnerObj->EmailAddress; push @watchers, $email if length $email; } grep { ++$uniq{$_} == 1 } @watchers; } This generates a string of addresses that looks like: user1 at addr.ess, user2 at addr.ess, user3 at addr.ess We stick this list in the header, which comes at the top every message so people will be sure to see it (in theory, at least). (darren) -- The great artist and thinker are the simplifiers. From tony at ics.com Mon Nov 18 10:21:42 2002 From: tony at ics.com (Tony Aiuto) Date: Mon, 18 Nov 2002 10:21:42 -0500 Subject: [rt-users] Split Ticket Message-ID: <200211181521.KAA11570@frito> >on Nov 18 05:01:02 2002 Dirk Pape wrote: >>--On 29. Oktober 2002 9:55 Uhr -0500 Tony Aiuto wrote: >> I need a feature that will let me split a ticket into N >> tickets. We often get bug reports that are 2 or more >> separate issues. What I would like to do is copy >> all the data from the original ticket into the new >> tickets. Then the support staffer doing the split >> can edit the subject and content on each to divide >> the problems. Ideally, if you ask to split into >> 3 tickets, you should get 3 popup dialogs which >> present the subject and text of the original >> so that you can edit them down as a single process. >it would be a dream if the following scenario would be supported on >splitting: > >a simple way to create n tickets out of one ticket so that the former >ticket depends on the n newly created ones, the former ticket can then be >set to stalled, the new ones to new. The split ticket patch I sent around a week or two ago copies status of the original parent. I think making them 'new' might be a good idea as well. I guess I can make that tunable through config.pm. As far as making the parent stalled. I wonder about that. Is it *really* stalled, or is it just a function over the child statuses. That is, if all the children are 'new', then it is 'new'. If at least one is open, then it's open. If one is stalled, then it is stalled. Is there a "right" answer to this question, or even a "good enough" answer, or should it be a site tunable parameter? >If it happens that all of the child tickets are resolved, the former >ticket's status should change automatically to open and can be manually >resolved. Hmm, where to put this functionality? Should that be a Scrip Action fired by "OnStatus" of the child or should it be code within Ticket.pm itself? It is really sort of a global Condition. I change state, but that causes a condition my parent cares about to be true, so my parent wants a Scrip to trigger. >afterwards, if one of the resolved child ticket's status change again, the >parent tickets status should change to open again. I would do this with Scrips. We could easily make an Action for "OpenParentTicket". You would fire that on whatever condition you think is right. I would only open the parent if the status changes to open or new from not open or new, but some people might want it on any status change, or perhaps on a queue change. >How could that be achieved? If anybody has an outline, which is consistent >with RT's development, I might have some ressources to contribute. >Dirk Have you tried my split ticket patch? I would be happy to make parts of it tuneable. Would you like to investigate and work on how to change parent status to open when the children get resolved? Especially w.r.t what features RT 3 has that might help. -tony From bpinksto at centenary.edu Mon Nov 18 10:23:05 2002 From: bpinksto at centenary.edu (Brad Pinkston) Date: Mon, 18 Nov 2002 09:23:05 -0600 Subject: [rt-users] Mailgate Setuid Error Message-ID: <00db01c28f16$64b2ff20$8d5ac4cc@gents.centenary.edu> When mail comes into rt I am receiving a setuid error. I am using sendmail for incoming mail on a RedHat 7.3 server. Sendmail is running as root and not nobody. Apache is also not running as nobody, but apache. Has anyone run into this problem? Brad Pinkston Centenary College of LA Firewall/Network Administrator IT Department (318) 869-5003 bpinksto at centenary.edu From khera at kcilink.com Mon Nov 18 10:28:10 2002 From: khera at kcilink.com (Vivek Khera) Date: Mon, 18 Nov 2002 10:28:10 -0500 Subject: [rt-users] little help w/ fastcgi please... In-Reply-To: <200209281600.30242.ken@teamcool.net> References: <200209281600.30242.ken@teamcool.net> Message-ID: <15833.1802.265550.104985@onceler.kciLink.com> >>>>> "KG" == Ken Gunderson writes: KG> howdy folks: KG> i wanted to test out rt2 with vhosts and fstcgi. box is FreeBSD and has KG> suid perl enabled. perl, version 5.005_03. when i try to access the KG> web ui i get the following: KG> Insecure dependency in mkdir while running setgid at KG> /usr/libdata/perl/5.00503/File/Path.pm line 137, chunk 1. For some reason, I see this on occasion when I start apache in some arbitrary directory. If I run it from root's home directory, everything works fine. No idea why. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Vivek Khera, Ph.D. Khera Communications, Inc. Internet: khera at kciLink.com Rockville, MD +1-240-453-8497 AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/ From khera at kcilink.com Mon Nov 18 10:31:16 2002 From: khera at kcilink.com (Vivek Khera) Date: Mon, 18 Nov 2002 10:31:16 -0500 Subject: [rt-users] Can't do setuid In-Reply-To: <00ab01c27957$47f242d0$1401a8c0@pwhsnet.com> References: <5.1.0.14.2.20021021115442.03423a78@mail.netburner.com> <00ab01c27957$47f242d0$1401a8c0@pwhsnet.com> Message-ID: <15833.1988.791706.502168@onceler.kciLink.com> >>>>> "PF" == Patrick Fish writes: PF> I got my permissions fixed, but I'm using FreeBSD, and theres no PF> perl-suidperl (or perl-suid, etc) package. However, there is PF> "/usr/local/bin/suidperl"... By default, suidperl is installed, but without the setuid permissions assigned to it. But it seems you're using a non-default perl, as it is in /usr/local/bin not /usr/bin, so you should be 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 tony at ics.com Mon Nov 18 10:32:40 2002 From: tony at ics.com (Tony Aiuto) Date: Mon, 18 Nov 2002 10:32:40 -0500 Subject: [rt-users] Making RT invisible - changing subject lines Message-ID: <200211181532.KAA11678@frito> >>Tony Aiuto writes: >> My guess is that rt-mailgate could be beefed up to look at >> the 'In-Reply-To' (and maybe Message-ID) headers when it can't >> parse the ticket id off the subject line. > Weimer at CERT.Uni-Stuttgart.DE writes >Or use email addresses which contain the ticket number... Interesting idea. Is what you are proposing to have outgoing mail from RT have a sender address of rt-###@mysite.org? What happens when the inevitable strikes and the user replies to that address, but changes the subject to a different ticket #? I think the subject should have precedence. -tony From Weimer at CERT.Uni-Stuttgart.DE Mon Nov 18 10:35:34 2002 From: Weimer at CERT.Uni-Stuttgart.DE (Florian Weimer) Date: Mon, 18 Nov 2002 16:35:34 +0100 Subject: [rt-users] Making RT invisible - changing subject lines In-Reply-To: <200211181532.KAA11678@frito> (Tony Aiuto's message of "Mon, 18 Nov 2002 10:32:40 -0500") References: <200211181532.KAA11678@frito> Message-ID: <87isyuhovt.fsf@Login.CERT.Uni-Stuttgart.DE> Tony Aiuto writes: > Interesting idea. Is what you are proposing to > have outgoing mail from RT have a sender address of > rt-###@mysite.org? We use . We've published the mail gateway, but I haven't change SendMail.om and friends yet. > What happens when the inevitable strikes and the user > replies to that address, but changes the subject to a > different ticket #? I think the subject should have > precedence. The address has precende. Otherwise we wouldn't be able to bounce messages to another ticket. -- Florian Weimer Weimer at CERT.Uni-Stuttgart.DE University of Stuttgart http://CERT.Uni-Stuttgart.DE/people/fw/ RUS-CERT fax +49-711-685-5898 From dphull at ku.edu Mon Nov 18 10:36:18 2002 From: dphull at ku.edu (dphull at ku.edu) Date: Mon, 18 Nov 2002 09:36:18 -0600 (CST) Subject: [rt-users] TimeWorked-Report In-Reply-To: <5EBBA830-FAEF-11D6-83FE-00039310C34C@sidebysite.de> Message-ID: On Mon, 18 Nov 2002, Benjamin Boksa wrote: > Sorry, the last file contained an error (I forgot to change the > ACTION-Attribute of the FORM after changing the filename). Thanks for passing this along. I like it. I did change one thing on this one and the other reports in contrib, I copied the ... bits to the top of the page as well as the bottom. Sometimes I'm too lazy to scroll through all of the results to run a slightly different query. Nice work. -- Dave Hull Senior Information Technology Analyst The University of Kansas voice: (785) 864-0403 || fax: (785) 864-0485 From les at futuresource.com Mon Nov 18 10:53:48 2002 From: les at futuresource.com (Les Mikesell) Date: Mon, 18 Nov 2002 09:53:48 -0600 Subject: [rt-users] Making RT invisible - changing subject lines In-Reply-To: <200211181532.KAA11678@frito> Message-ID: > From: Tony Aiuto > >Or use email addresses which contain the ticket number... > > Interesting idea. Is what you are proposing to > have outgoing mail from RT have a sender address of > rt-###@mysite.org? Wouldn't this be mailer-specific? Qmail would want -something and sendmail would accept +something and the two authors are unlikely to ever agree. > What happens when the inevitable strikes and the user > replies to that address, but changes the subject to a > different ticket #? I think the subject should have > precedence. If you are going to trust the end users to do the right thing you can ask them to change the destination address also if they want to refer to another ticket. Les Mikesell les at futuresource.com From Weimer at CERT.Uni-Stuttgart.DE Mon Nov 18 10:53:15 2002 From: Weimer at CERT.Uni-Stuttgart.DE (Florian Weimer) Date: Mon, 18 Nov 2002 16:53:15 +0100 Subject: [rt-users] Making RT invisible - changing subject lines In-Reply-To: ("Les Mikesell"'s message of "Mon, 18 Nov 2002 09:53:48 -0600") References: Message-ID: <877kfaho2c.fsf@Login.CERT.Uni-Stuttgart.DE> "Les Mikesell" writes: >> Interesting idea. Is what you are proposing to >> have outgoing mail from RT have a sender address of >> rt-###@mysite.org? > > Wouldn't this be mailer-specific? Qmail would want -something > and sendmail would accept +something and the two authors are > unlikely to ever agree. With decent mail software, this shouldn't be a problem, especially if you use a seperate domain (which I highly recommend!). -- Florian Weimer Weimer at CERT.Uni-Stuttgart.DE University of Stuttgart http://CERT.Uni-Stuttgart.DE/people/fw/ RUS-CERT fax +49-711-685-5898 From rich+rt at lafferty.ca Mon Nov 18 10:59:58 2002 From: rich+rt at lafferty.ca (Rich Lafferty) Date: Mon, 18 Nov 2002 10:59:58 -0500 Subject: [rt-users] billing/invoicing out of RT In-Reply-To: ; from FPurdue@newopportunitiesinc.org on Thu, Nov 14, 2002 at 01:08:30PM -0500 References: Message-ID: <20021118105958.A19559@lafferty.ca> On Thu, Nov 14, 2002 at 01:08:30PM -0500, Fred Purdue wrote: > > Please keep in mind I while I have a good conceptual idea of what RT is > doing under the hood and I have done *some* customization of it, answers > that involve "write a perl script to do this" will be met with a blank > stare... Considering the amount of money you're probably losing in wages while people write this out by hand, "contract with Best Practical for this" might be a worthwhile idea. -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 erik.wasser at iquer.net Mon Nov 18 11:18:01 2002 From: erik.wasser at iquer.net (Erik Wasser) Date: Mon, 18 Nov 2002 17:18:01 +0100 (CET) Subject: [rt-users] Can't login/Parameter are Message-ID: <50209.131.234.81.193.1037636281.squirrel@sv0.iquer.net> Hi. I got a strange login bug. First I must say, that I got RT2 to run on a linux box with RH 7.3. But now I play with a real box and solaris, so the configuration was... aeh... different. But finally it works, I got the login screen, but after entering the right username/pw I got back to the login screen. No(!) error message at all. So I changed the mason source html file "/opt/rt2/WebRT/html/Elements". In this file you found the FORM elements and I replaced the word POST with GET, so all form parameter are transfered via the URI. After restarting apache the login was successfull. Is this a known bug/feature? Is there a solution for this? I'm using - apache 1.3.26 - mod_perl 1.27 - Solaris 8 - Perl 5.6.1 -- So long... Erik Wasser From HGororo at chartercom.com Mon Nov 18 11:40:32 2002 From: HGororo at chartercom.com (Gororo, Hillary) Date: Mon, 18 Nov 2002 10:40:32 -0600 Subject: [rt-users] RE: Attachments Table Size Message-ID: Hi Guys, Anyone know how I can increase the size of the Attachments table? I have almost reached the maximum table size of 4GB and need to increase this to 8GB. I am running Solaris 8 Thanks Hillary "The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from all computers." -------------- next part -------------- An HTML attachment was scrubbed... URL: From rurban at inode.at Mon Nov 18 12:01:48 2002 From: rurban at inode.at (Reini Urban) Date: Mon, 18 Nov 2002 18:01:48 +0100 Subject: [rt-users] /usr/lib/rt stuff References: <20021113230455.GB462@luggage.internal.moreton.com.au> Message-ID: <3DD91CFC.5010708@inode.at> Phil Homewood schrieb: > Owen B. Mehegan wrote: > >>./bin: >>total 12 >>-rwxr-xr-x 1 root root 2088 Mar 11 2002 rtmux.pl >>-rwsr-xr-x 3 www-data www-data 4920 Mar 11 2002 suid_wrapper > > > As Smylers might have suspected, you've managed to install RT 1.x. > Make it go away and install Jesse's package. You'll be much happier. Phil, Only if you have a tiny number of tickets. With more tickets (> 100000) the 1.x version has acceptable performance, rt2 not. Owen, why move? there was a reason for this change. under the apache docroot rt1 is completely insecure. -- Reini Urban - Programmer - http://inode.at From benb at theriver.com Mon Nov 18 12:08:28 2002 From: benb at theriver.com (Ben Browning) Date: Mon, 18 Nov 2002 09:08:28 -0800 Subject: [rt-users] Lost tickets? Purging old tickets? Does anyone have an answer? In-Reply-To: <009c01c28cb6$365e6e50$1701000a@D43H570J> References: <5.1.0.14.0.20021115145732.00b1cbc0@194.151.203.161> Message-ID: <5.1.0.14.2.20021118085949.035fce18@127.0.0.1> Greetings all, I have recently run into two big issues with RT in our organization, and I was thinking some of you may have the answers I seek. Number one is lost tickets. I have some tickets that I can trace all the way into RT (via Sendmail logs) but they never show up in queues. Using the $ticketcount hack someone (I have no idea who) cooked up, I see "10 results found" when I search on the Requestor, but I do not see the tickets. The search, FWIW, is "Requestor: partofhisemail" Number two is the size of the database. The database on our install has mushroomed out of control, and I need to know if any of you have any experience vetting it. It's up to 4.1G and we are beginning to see performance problems. Thanks in advance for any enlightenment you can shed on this problem. ~Ben --- Ben Browning The River Internet Access Co. Network Operations 1-877-88-RIVER http://www.theriver.com From russj at dimstar.net Mon Nov 18 12:12:58 2002 From: russj at dimstar.net (Russ Johnson) Date: Mon, 18 Nov 2002 09:12:58 -0800 Subject: [rt-users] recipient address changed to local domain In-Reply-To: <1032970307.26851.23.camel@ltsp1> References: <1032970307.26851.23.camel@ltsp1> Message-ID: <20021118171258.GA16500@sthelens.dimstar.net> * TimDinkins [2002-11-18 00:20]: > Sometimes (not all of the time) when users send replies to ticket > requestors the reply is sent out with the domain portion changed to rt's > local domain. This local domain is replacing the valid domain ex. > hotmail.com. > Anyone seen this before? If they reply "to the ticket", then this is the normal and expected behavior. Otherwise, replying would go direct to the user, and not to the ticket system, so the correspondance wouldn't be recorded. -- Russ Johnson Stargate Online http://www.dimstar.net Love is a hole in the heart -- Murphy's Laws on Sex n?29 From bruce_campbell at ripe.net Mon Nov 18 12:39:57 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Mon, 18 Nov 2002 18:39:57 +0100 (CET) Subject: [rt-users] /usr/lib/rt stuff In-Reply-To: <3DD91CFC.5010708@inode.at> Message-ID: On Mon, 18 Nov 2002, Reini Urban wrote: > Phil Homewood schrieb: > > As Smylers might have suspected, you've managed to install RT 1.x. > > Make it go away and install Jesse's package. You'll be much happier. > > Phil, > Only if you have a tiny number of tickets. > With more tickets (> 100000) the 1.x version has acceptable performance, > rt2 not. How so? (as in, various changes have been made to make rt2 faster, and some have made it into the official release, so I don't think the old adage about rt2 being much slower is still completely true) -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From Fred.Purdue at Pobox.com Mon Nov 18 14:26:58 2002 From: Fred.Purdue at Pobox.com (Fred.Purdue) Date: 18 Nov 2002 14:26:58 -0500 Subject: [rt-users] MySql 'not allowed to connect to host...' Message-ID: <1037647617.2320.19.camel@mars.deadlycheese.com> Hi, I recently posted a question to the group about reporting out of RT. The answer I got was that it would probably be best to pull my reports directly out of the SQL tables and go around the interface. Alright, sounds like a plan. Unfortunately I seem to have encountered another problem; shell> mysql -h helpdesk.corp.newoppinc.org -u root ERROR 1130: Host 'helpdesk.corp.newoppinc.org' is not allowed to connect to this MySQL server But wait, you say! That's easy to fix, you need to allow the other host to connect to the database! -- Ah, but alas, I have done that. Allowed hosts is set to % and allowed db's is also set to %. MySQL Documentation suggests that perhaps I am using a binary based mysql distribution that was build with a different glibc that the one I am currently using. It also suggests that I either upgrade my glibc or recompile MySQL. Since this is a production server naturally I'm hesistent to screw around with it. Ideas/Suggestions/Pain Killers? Fred -- Fred.Purdue Patient #345788532 Nova Scotia Government Mental Facility "You're not crazy, you're just tired of using Windows(tm)" -------------- next part -------------- An HTML attachment was scrubbed... URL: From darren at boston.com Mon Nov 18 13:38:37 2002 From: darren at boston.com (darren chamberlain) Date: Mon, 18 Nov 2002 13:38:37 -0500 Subject: [rt-users] MySql 'not allowed to connect to host...' In-Reply-To: <1037647617.2320.19.camel@mars.deadlycheese.com> References: <1037647617.2320.19.camel@mars.deadlycheese.com> Message-ID: <20021118-84fffcbcb50691eee716297ccdfbea4b@mail.boston.com> * Fred.Purdue [2002-11-18 13:34]: > Unfortunately I seem to have encountered another problem; > > shell> mysql -h helpdesk.corp.newoppinc.org -u root > ERROR 1130: Host 'helpdesk.corp.newoppinc.org' is not allowed to > connect to this MySQL server No password? > But wait, you say! That's easy to fix, you need to allow the other > host to connect to the database! -- Ah, but alas, I have done that. > Allowed hosts is set to % and allowed db's is also set to %. If you modified the grant tables with "UPDATE users SET ..." then you also need to FLUSH PRIVILEGES. (darren) -- We must respect the other fellow's religion, but only in the sense and to the extent that we respect his theory that his wife is beautiful and his children smart. -- H.L.Mencken From dphull at ku.edu Mon Nov 18 14:28:43 2002 From: dphull at ku.edu (dphull at ku.edu) Date: Mon, 18 Nov 2002 13:28:43 -0600 (CST) Subject: [rt-users] MySql 'not allowed to connect to host...' In-Reply-To: <1037647617.2320.19.camel@mars.deadlycheese.com> Message-ID: On Mon, 18 Nov 2002, Fred.Purdue wrote: [snip] > Unfortunately I seem to have encountered another problem; > > shell> mysql -h helpdesk.corp.newoppinc.org -u root > ERROR 1130: Host 'helpdesk.corp.newoppinc.org' is not allowed to connect > to this MySQL server Are you able to telnet to the port mysql is listening on (usu. 3306, iirc). Is there a firewall that you need to poke a hole in? $.02. -- Dave Hull Senior Information Technology Analyst The University of Kansas voice: (785) 864-0403 || fax: (785) 864-0485 From omehegan at perseus.com Mon Nov 18 15:13:07 2002 From: omehegan at perseus.com (Owen B. Mehegan) Date: Mon, 18 Nov 2002 15:13:07 -0500 Subject: [rt-users] /usr/lib/rt stuff In-Reply-To: <3DD91CFC.5010708@inode.at> Message-ID: I won't have many tickets in my system I don't think. I'm hoping to set it up as a way for my 30-some users to send up requests for upgrades, installs, and troubleshooting, because I'm incapable of managing my own time :) I tried installing the RT2 Debian package and had zero success. I also tried installing from source and met with the same fate. I gave up in disgust last week with plans to try again this week. Hopefully I'll have time later today. If anyone knows of any pitfalls or can direct me to some "after you install the package you'll need to follow these steps to make it work" instructions, that would be helpful. Best regards, Owen B. Mehegan MIS Manager, Perseus Development Corp. Landline: (781) 848-8100 x263 Mobile: (617) 285-1701 SurveySolutions for the Web: Winner of the PC Magazine Editors' Choice Award -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Reini Urban Sent: Monday, November 18, 2002 12:02 PM To: rt-users at lists.fsck.com Subject: Re: [rt-users] /usr/lib/rt stuff Phil Homewood schrieb: > Owen B. Mehegan wrote: > >>./bin: >>total 12 >>-rwxr-xr-x 1 root root 2088 Mar 11 2002 rtmux.pl >>-rwsr-xr-x 3 www-data www-data 4920 Mar 11 2002 suid_wrapper > > > As Smylers might have suspected, you've managed to install RT 1.x. > Make it go away and install Jesse's package. You'll be much happier. Phil, Only if you have a tiny number of tickets. With more tickets (> 100000) the 1.x version has acceptable performance, rt2 not. Owen, why move? there was a reason for this change. under the apache docroot rt1 is completely insecure. -- Reini Urban - Programmer - http://inode.at _______________________________________________ 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 Mon Nov 18 16:33:45 2002 From: Fred.Purdue at Pobox.com (Fred.Purdue) Date: 18 Nov 2002 16:33:45 -0500 Subject: [rt-users] Re: rt-users digest, Vol 1 #883 - 15 msgs Message-ID: <1037655225.3000.20.camel@mars.deadlycheese.com> Darren, If it was a password error I would be either be getting asked for a password or I would get a bad password response. I not only flushed the privileges but I also restarted mysql. On Mon, 2002-11-18 at 14:30, rt-users-request at lists.fsck.com wrote: > From: darren chamberlain > To: rt-users at lists.fsck.com > Subject: Re: [rt-users] MySql 'not allowed to connect to host...' > Date: 18 Nov 2002 13:38:37 -0500 > > * Fred.Purdue [2002-11-18 13:34]: > > Unfortunately I seem to have encountered another problem; > > > > shell> mysql -h helpdesk.corp.newoppinc.org -u root > > ERROR 1130: Host 'helpdesk.corp.newoppinc.org' is not allowed to > > connect to this MySQL server > > No password? > > > But wait, you say! That's easy to fix, you need to allow the other > > host to connect to the database! -- Ah, but alas, I have done that. > > Allowed hosts is set to % and allowed db's is also set to %. > > If you modified the grant tables with "UPDATE users SET ..." then you > also need to FLUSH PRIVILEGES. > > (darren) -- Fred.Purdue Post proelium, praemium -------------- next part -------------- An HTML attachment was scrubbed... URL: From omehegan at perseus.com Mon Nov 18 16:31:25 2002 From: omehegan at perseus.com (Owen B. Mehegan) Date: Mon, 18 Nov 2002 16:31:25 -0500 Subject: [rt-users] /usr/lib/rt stuff In-Reply-To: Message-ID: OK, I've gone back to attempting to use the request-tracker (version 2) Debian package, and I'm still having no luck. Having read the README.Debian file, I decided to go with a Postgresql database instead of MySQL as I had been before, since that's what the instructions seem most specific about. I'm still having no luck though. Postgresql is installed, and I created a www-data user for it and an rt database. I'm trying to use the initdb script, and it keeps failing. I've tried all manner of options with it, but it always spits back this error: Use of uninitialized value in concatenation (.) or string at ./tools/initdb line 29. Use of uninitialized value in string eq at ./tools/initdb line 42. Use of uninitialized value in string eq at ./tools/initdb line 42. Use of uninitialized value in string eq at ./tools/initdb line 42. Use of uninitialized value in string eq at ./tools/initdb line 42. Use of uninitialized value in concatenation (.) or string at ./tools/initdb line 66. $ACTION unspecified. Makefile error. It was No idea why it cuts off the "It was" part. What am I doing wrong? This is driving me crazy! Best regards, Owen B. Mehegan MIS Manager, Perseus Development Corp. Landline: (781) 848-8100 x263 Mobile: (617) 285-1701 SurveySolutions for the Web: Winner of the PC Magazine Editors' Choice Award -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Owen B. Mehegan Sent: Monday, November 18, 2002 3:13 PM To: rt-users at lists.fsck.com Subject: RE: [rt-users] /usr/lib/rt stuff I won't have many tickets in my system I don't think. I'm hoping to set it up as a way for my 30-some users to send up requests for upgrades, installs, and troubleshooting, because I'm incapable of managing my own time :) I tried installing the RT2 Debian package and had zero success. I also tried installing from source and met with the same fate. I gave up in disgust last week with plans to try again this week. Hopefully I'll have time later today. If anyone knows of any pitfalls or can direct me to some "after you install the package you'll need to follow these steps to make it work" instructions, that would be helpful. Best regards, Owen B. Mehegan MIS Manager, Perseus Development Corp. Landline: (781) 848-8100 x263 Mobile: (617) 285-1701 SurveySolutions for the Web: Winner of the PC Magazine Editors' Choice Award -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Reini Urban Sent: Monday, November 18, 2002 12:02 PM To: rt-users at lists.fsck.com Subject: Re: [rt-users] /usr/lib/rt stuff Phil Homewood schrieb: > Owen B. Mehegan wrote: > >>./bin: >>total 12 >>-rwxr-xr-x 1 root root 2088 Mar 11 2002 rtmux.pl >>-rwsr-xr-x 3 www-data www-data 4920 Mar 11 2002 suid_wrapper > > > As Smylers might have suspected, you've managed to install RT 1.x. > Make it go away and install Jesse's package. You'll be much happier. Phil, Only if you have a tiny number of tickets. With more tickets (> 100000) the 1.x version has acceptable performance, rt2 not. Owen, why move? there was a reason for this change. under the apache docroot rt1 is completely insecure. -- Reini Urban - Programmer - http://inode.at _______________________________________________ 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 seph at commerceflow.com Mon Nov 18 17:06:53 2002 From: seph at commerceflow.com (seph) Date: 18 Nov 2002 14:06:53 -0800 Subject: [rt-users] Images being sent as text/html In-Reply-To: <20021118082519.GB10169@binand.cysphere.com> References: <20021118082519.GB10169@binand.cysphere.com> Message-ID: > My RT installation is sending rt.jpg > > [snip] > > I am running RT 2.0.13, Apache 1.3.22-6 (Latest redhat update for 7.2), > mod_fastcgi 2.2.12, perl-5.6.1-26.72.3. yes, this is because of the way you have fastcgi set up. The order of the Alias directives effects whether or not apache passes the images off to fastcgi, you don't want it to. I've got: FastCgiServer /usr/local/rt2/bin/mason_handler.fcgi Alias /NoAuth/images/ /usr/local/rt2/WebRT/html/NoAuth/images/ ScriptAlias / /usr/local/rt2/bin/mason_handler.fcgi/ seph From omehegan at perseus.com Mon Nov 18 17:18:49 2002 From: omehegan at perseus.com (Owen B. Mehegan) Date: Mon, 18 Nov 2002 17:18:49 -0500 Subject: [rt-users] /usr/lib/rt stuff In-Reply-To: Message-ID: I made some more progress on this; I got initdb create and insert to work (the syntax is a little weird...), but now I can't get insertdata to work. It keeps giving me this error: DBI->connect(dbname=rt;host=localhost) failed: FATAL 1: IDENT authentication failed for user "www-data" at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 117 Connect Failed FATAL 1: IDENT authentication failed for user "www-data" at tools/insertdata line 27 I don't get prompted for a password for www-data, and I can't figure out what it's set to by default; null doesn't work... Best regards, Owen B. Mehegan MIS Manager, Perseus Development Corp. Landline: (781) 848-8100 x263 Mobile: (617) 285-1701 SurveySolutions for the Web: Winner of the PC Magazine Editors' Choice Award -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Owen B. Mehegan Sent: Monday, November 18, 2002 4:31 PM To: rt-users at lists.fsck.com Subject: RE: [rt-users] /usr/lib/rt stuff OK, I've gone back to attempting to use the request-tracker (version 2) Debian package, and I'm still having no luck. Having read the README.Debian file, I decided to go with a Postgresql database instead of MySQL as I had been before, since that's what the instructions seem most specific about. I'm still having no luck though. Postgresql is installed, and I created a www-data user for it and an rt database. I'm trying to use the initdb script, and it keeps failing. I've tried all manner of options with it, but it always spits back this error: Use of uninitialized value in concatenation (.) or string at ./tools/initdb line 29. Use of uninitialized value in string eq at ./tools/initdb line 42. Use of uninitialized value in string eq at ./tools/initdb line 42. Use of uninitialized value in string eq at ./tools/initdb line 42. Use of uninitialized value in string eq at ./tools/initdb line 42. Use of uninitialized value in concatenation (.) or string at ./tools/initdb line 66. $ACTION unspecified. Makefile error. It was No idea why it cuts off the "It was" part. What am I doing wrong? This is driving me crazy! Best regards, Owen B. Mehegan MIS Manager, Perseus Development Corp. Landline: (781) 848-8100 x263 Mobile: (617) 285-1701 SurveySolutions for the Web: Winner of the PC Magazine Editors' Choice Award -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Owen B. Mehegan Sent: Monday, November 18, 2002 3:13 PM To: rt-users at lists.fsck.com Subject: RE: [rt-users] /usr/lib/rt stuff I won't have many tickets in my system I don't think. I'm hoping to set it up as a way for my 30-some users to send up requests for upgrades, installs, and troubleshooting, because I'm incapable of managing my own time :) I tried installing the RT2 Debian package and had zero success. I also tried installing from source and met with the same fate. I gave up in disgust last week with plans to try again this week. Hopefully I'll have time later today. If anyone knows of any pitfalls or can direct me to some "after you install the package you'll need to follow these steps to make it work" instructions, that would be helpful. Best regards, Owen B. Mehegan MIS Manager, Perseus Development Corp. Landline: (781) 848-8100 x263 Mobile: (617) 285-1701 SurveySolutions for the Web: Winner of the PC Magazine Editors' Choice Award -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Reini Urban Sent: Monday, November 18, 2002 12:02 PM To: rt-users at lists.fsck.com Subject: Re: [rt-users] /usr/lib/rt stuff Phil Homewood schrieb: > Owen B. Mehegan wrote: > >>./bin: >>total 12 >>-rwxr-xr-x 1 root root 2088 Mar 11 2002 rtmux.pl >>-rwsr-xr-x 3 www-data www-data 4920 Mar 11 2002 suid_wrapper > > > As Smylers might have suspected, you've managed to install RT 1.x. > Make it go away and install Jesse's package. You'll be much happier. Phil, Only if you have a tiny number of tickets. With more tickets (> 100000) the 1.x version has acceptable performance, rt2 not. Owen, why move? there was a reason for this change. under the apache docroot rt1 is completely insecure. -- Reini Urban - Programmer - http://inode.at _______________________________________________ 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 rthompson at interpublic.com Mon Nov 18 17:37:54 2002 From: rthompson at interpublic.com (Ray Thompson) Date: Mon, 18 Nov 2002 16:37:54 -0600 Subject: [rt-users] canonicalising auto created user ids Message-ID: <3DD96BC2.7070903@interpublic.com> Hello, I'm using RT 2.1.14 and 2.1.15. WebExternalAuth = 1 (Apache and LDAP) How can I change the auto creation behavior? Using the email address for the username is fine by itself but when a user successfully authenticates via LDAP using just "rthompson" RT will complain that the user is not authorized. I've found the following from the archives but they and the directions were written for 2.1.13 and I think the specified files have changed for 2.1.1[45]. http://lists.fsck.com/pipermail/rt-users/2002-October/010431.html http://lists.fsck.com/pipermail/rt-devel/2002-May/002357.html Where is the auto creation handled? I might be able to hack a solution from there. Thanks, Ray Thompson IPG Shared Services From seph at commerceflow.com Mon Nov 18 18:05:09 2002 From: seph at commerceflow.com (seph) Date: 18 Nov 2002 15:05:09 -0800 Subject: [rt-users] canonicalising auto created user ids In-Reply-To: <3DD96BC2.7070903@interpublic.com> References: <3DD96BC2.7070903@interpublic.com> Message-ID: > I've found the following from the archives but they and the directions > were written for 2.1.13 and I think the specified files have changed > for 2.1.1[45]. > http://lists.fsck.com/pipermail/rt-users/2002-October/010431.html > http://lists.fsck.com/pipermail/rt-devel/2002-May/002357.html The code snippet you refer to is for 2.0.x, the current stable branch of rt. 2.1.x is the development branch, also known as 3.0. I believe everyhting in 2.0.x should be the same (muck with the autohandler), 3.0.x should do it on it's own, but I don't know the details. > Where is the auto creation handled? I might be able to hack a > solution from there. by default RT 2.0.x doesn't have anything that will do autocreation for web users. The code snippets you refer to add it to autohandler, which is the right place for it. RT 3.0.x does it in autohandler. seph From rthompson at interpublic.com Mon Nov 18 18:16:05 2002 From: rthompson at interpublic.com (Ray Thompson) Date: Mon, 18 Nov 2002 17:16:05 -0600 Subject: [rt-users] canonicalising auto created user ids References: <3DD96BC2.7070903@interpublic.com> Message-ID: <3DD974B5.8090704@interpublic.com> seph wrote: > by default RT 2.0.x doesn't have anything that will do autocreation > for web users. Not an issue. We'll be using e-mail most of the time. >The code snippets you refer to add it to autohandler, > which is the right place for it. I looked through it but didn't see where users would be auto created. I'll look again. Maybe I won't be able to hack it after all. :-( Although I am pretty stubborn. :-) Thanks Seph. From pdh at snapgear.com Mon Nov 18 19:43:41 2002 From: pdh at snapgear.com (Phil Homewood) Date: Tue, 19 Nov 2002 10:43:41 +1000 Subject: [rt-users] /usr/lib/rt stuff In-Reply-To: References: <3DD91CFC.5010708@inode.at> Message-ID: <20021119004341.GC437@luggage.internal.moreton.com.au> Owen B. Mehegan wrote: > If anyone knows of any pitfalls or can direct me to some "after you install > the package you'll need to follow these steps to make it work" instructions, > that would be helpful. http://fsck.com/rtfm/ -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From seph at commerceflow.com Mon Nov 18 21:06:46 2002 From: seph at commerceflow.com (seph) Date: 18 Nov 2002 18:06:46 -0800 Subject: [rt-users] canonicalising auto created user ids In-Reply-To: <3DD974B5.8090704@interpublic.com> References: <3DD96BC2.7070903@interpublic.com> <3DD974B5.8090704@interpublic.com> Message-ID: I'm confused about what you're asking. I'm going to make a guess, and ask various questions. What version of RT are you asking about? You're original mail said you were using WebExternalAuth, but that users created via email auto create couldn't log in? This is because the autocreated users's username includes the domain portion. so the user is "rthompson at interpublic.com" and when apache hands RT "rthompson" it doesn't match. There are 2 ways to fix that. You can set the email autocreation to no append domain for interpublic.com users (and only those, not appending domains for all users would be baaaad). Or you can get the get RT to append interpublic.com to all webauthenticated things. When I had to solve this, I went the latter route, and you can find my method (for rt 2.0.x) at http://lists.fsck.com/pipermail/rt-devel/2002-May/002349.html If you want to frob the email auto create, I believe you can find it by tracing rt-mailgate. autohandler is a web thing. seph From jesse at bestpractical.com Mon Nov 18 22:27:09 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 18 Nov 2002 22:27:09 -0500 Subject: [rt-users] [rt-announce] RT 3.0 alpha 1 Message-ID: <20021119032709.GQ17710@pallas.fsck.com> I'm pleased to announce the first "alpha" test release of RT 3.0, RT 2.1.48. This release contains the complete new isntallation system complete with autoconf support and rewritten testdeps and database setup tools. This release is NOT ready for production use (hence the "alpha" designation.) Do not deploy this system for mission critical data. We can not guarantee that things won't change incompatibly before 3.0.0, though at this point, the schema and API are largely frozen. RT 3.0 is a major new release of RT which adds too many new features to list here. A few hilights include: * Completely redesigned ACL system that's faster and more flexible * Rights granted to a user can be redelegated to another user * The "scrips" system is a good deal more flexible * Groups can now contain other groups, in addition to containing users * RT now speaks: Traditional Chinese, German, French, Spanish, Portuguese, Czech, Russian and Finnish in addition to English. (Simplified Chinese was not included in this release, due to a last minute error.) We know that not everything is done yet. Particularly: * The new CLI isn't yet complete. * The new mail gateway isn't yet complete. * The commandline admin tool hasn't yet been updated for all of 3.0's new features. * Some edges are still rough * Not all bug fixes from the 2.0 branch have been "pulled up" into the RT 3.0 branch yet. You can pick up the release from: http://fsck.com/pub/rt/devel/rt-3-0-alpha-1.tar.gz As you work with RT 3.0 alpha 1, we'd like to ask that you send questions, comments and issues to rt-devel at lists.fsck.com. If you've isolated a specific bug, please send mail to rt-3.0-bugs at fsck.com containing as detailed a report as you can manage, along with any resolution you're aware of. (We like diff -u) Best, Jesse -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. _______________________________________________ rt-announce mailing list rt-announce at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-announce From bruce_campbell at ripe.net Mon Nov 18 23:08:38 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Tue, 19 Nov 2002 05:08:38 +0100 (CET) Subject: [rt-users] MySql 'not allowed to connect to host...' In-Reply-To: <1037655225.3000.20.camel@mars.deadlycheese.com> Message-ID: [ Firstly, if you're getting the list in digest form, please make sure that you change the subject line to be relevant, and not that of the digest number. This helps people following archives and doing subject-based sorting ] On 18 Nov 2002, Fred.Purdue wrote: > > From: darren chamberlain > > * Fred.Purdue [2002-11-18 13:34]: > > > shell> mysql -h helpdesk.corp.newoppinc.org -u root > > > ERROR 1130: Host 'helpdesk.corp.newoppinc.org' is not allowed to > > > connect to this MySQL server > > > > No password? > > If it was a password error I would be either be getting asked for a > password or I would get a bad password response. Depending on which varient of the mysql client you have, you should get either 'blah blah is not allowed' or 'Access is denied for blah (using password: NO)'. Try snarfing the rt mysql username and password out of the config.pm file and specifying them directly, eg: $ mysql -u rt_user -p rt_pass -h db.host rt2 ( 'rt_pass' can be absent, and MySQL will prompt you ) The MySQL access controls also limit by database requested, although if you are connecting as the mysql root user (and failing), then you probably have more serious problems. You could also try connecting to 'localhost' instead of 'helpdesk.blah'. > I not only flushed the privileges but I also restarted mysql. Then you have mysql root (admin) access. -- Bruce Campbell RIPE @ Systems/Network Engineer NCC IETF55 - Atlanta, GA, Some 1st World Country Operations/Security From francisv at dagupan.com Mon Nov 18 23:38:47 2002 From: francisv at dagupan.com (francisv at dagupan.com) Date: Tue, 19 Nov 2002 12:38:47 +0800 Subject: [rt-users] [rt-announce] RT 3.0 alpha 1 Message-ID: <10F29E27A956D511B0940050DA8D86A908470D@mailserver.dagupan.com> Hi Jessie, Thanks for the new release! How about user/group management? :) Can we now delete users/groups instead of just leaving it blank or putting a placeholder? -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Tuesday, November 19, 2002 11:27 AM To: rt-announce at fsck.com Subject: [rt-users] [rt-announce] RT 3.0 alpha 1 [snipped] * Groups can now contain other groups, in addition to containing users From frussell at msi.com.au Tue Nov 19 01:04:08 2002 From: frussell at msi.com.au (Frances Russell) Date: Tue, 19 Nov 2002 17:04:08 +1100 Subject: [rt-users] Delete tickets In-Reply-To: <15827.48808.201154.829360@yertle.kciLink.com> Message-ID: <000101c28f91$79ed7430$1f01a8c0@FRUSSELLPC> > >>>>> "FR" == Frances Russell writes: > > FR> I need to completely delete tickets from one of our queues. This > FR> queue deals with HR issues so there are privacy legislation > FR> considerations: We cannot store the data even as "dead" tickets. > > Mark them as dead, then use the delete dead tickets script. Be sure > to use the updated one posted last week. > > If you use Postgres, you can add the foreign keys I posted a couple of > weeks ago and then just do a delete from tickets for dead tickets and > it will cascade down to the other tables. Can you point me to where I might find the postings you mention? Sorry if this is a dumb request. Frances From greg at dreamlabs.co.nz Tue Nov 19 01:57:29 2002 From: greg at dreamlabs.co.nz (Greg Elisara) Date: Tue, 19 Nov 2002 19:57:29 +1300 Subject: [rt-users] Mailgate Setuid Error In-Reply-To: <20021118153502.21731.88182.Mailman@pallas.eruditorum.org> Message-ID: Yes, I have. I've just installed RT2 on RH8 and experiencing the same problem. I haven't been able to get it to work, so I too would appreciate any help with this problem. I've tried to find suid under /usr without any luck - the perl install is the one installed by the RH8 install. Thx. Greg. on 19/11/02 4:35 AM, rt-users-request at lists.fsck.com at rt-users-request at lists.fsck.com wrote: > Subject: [rt-users] Mailgate Setuid Error > > When mail comes into rt I am receiving a setuid error. I am using sendmail > for incoming mail on a RedHat 7.3 server. Sendmail is running as root and > not nobody. Apache is also not running as nobody, but apache. Has anyone > run into this problem? > > Brad Pinkston > Centenary College of LA > Firewall/Network Administrator > IT Department > (318) 869-5003 > bpinksto at centenary.edu From rt-id-45 at lists.lorens.org Tue Nov 19 10:13:39 2002 From: rt-id-45 at lists.lorens.org (Lorens Kockum) Date: Tue, 19 Nov 2002 16:13:39 +0100 Subject: [rt-users] Split Ticket In-Reply-To: <200211181521.KAA11570@frito> References: <200211181521.KAA11570@frito> Message-ID: <20021119151338.GA11387@apex.lorens.com> On Mon, Nov 18, 2002 at 10:21:42AM -0500, Tony Aiuto wrote: > As far as making the parent stalled. I wonder about that. > Is it *really* stalled, or is it just a function over the > child statuses. That is, if all the children are 'new', then > it is 'new'. One or all new making parent new might be discussed. I'm not sure parent should be new since you have taken it and done something with it ! Option 1 : Isn't there (couldn't one create) a status "pending on child"? It corresponds to my view of "stalled", so I'd use that; the ticket is in effect stalled pending resolution of children. From that point of view, the algorithm is simple: stalled as long as all children are not resolved, then either resolved or *open* again depending on whether one need to take an action. That would, I think, either be an option when you split up the ticket, or just "open" again, so it can be closed. Option 2 : From another point of view, the "representative of global state": > If at least one is open, then it's open. Seems right. > If one is stalled, then it is stalled. That depends on what you mean by stalled (and it conflicts with the line above). I would say "if all are stalled then parent is stalled". Example : one ticket stalled pending resolution of a sibling ticket . . . I say the parent is open. This point of view could be summarized as : if all children identical, then parent same status if all children (X or resolved or dead), parent = X if one child open, than parent open. Are there more than "stalled" remaining ? Anyway, I prefer Option 1. I have implemented something like this in RT1. I did not make a "split ticket" with a parameter, as suggested earlier IIRC, but a single "new ticket from this one", which clones the ticket date the way I want it to and then shows the parent text, letting me copy-n-paste a chosen part into the windown below to become the text of the new ticket. I think that is better than trimming down the same text n times, each time leaving a different part, but YMMV. -- #include Lorens Kockum From khera at kcilink.com Tue Nov 19 10:47:17 2002 From: khera at kcilink.com (Vivek Khera) Date: Tue, 19 Nov 2002 10:47:17 -0500 Subject: [rt-users] Delete tickets In-Reply-To: <000101c28f91$79ed7430$1f01a8c0@FRUSSELLPC> References: <15827.48808.201154.829360@yertle.kciLink.com> <000101c28f91$79ed7430$1f01a8c0@FRUSSELLPC> Message-ID: <15834.23813.171460.881792@onceler.kciLink.com> >>>>> "FR" == Frances Russell writes: >> If you use Postgres, you can add the foreign keys I posted a couple of >> weeks ago and then just do a delete from tickets for dead tickets and >> it will cascade down to the other tables. FR> Can you point me to where I might find the postings you mention? Here's the full set of indexes I had to add. Somewhere along the line the primary keys were not added to my DB during the various upgrades, so if you already have them, you don't need to recreate them. The foreign keys, though, are useful for making ticket deletion easy. My main wish is that a complete set of foreign keys be added to the schema so that we can clearly see what all the relations are, and ensure that they are valid at all times. ALTER TABLE KeywordSelects ADD PRIMARY KEY (id); ALTER TABLE Attachments ADD PRIMARY KEY (id); ALTER TABLE Queues ADD PRIMARY KEY (id); ALTER TABLE Links ADD PRIMARY KEY (id); ALTER TABLE Groups ADD PRIMARY KEY (id); ALTER TABLE Watchers ADD PRIMARY KEY (id); ALTER TABLE ScripConditions ADD PRIMARY KEY (id); ALTER TABLE Transactions ADD PRIMARY KEY (id); ALTER TABLE Scrips ADD PRIMARY KEY (id); ALTER TABLE ACL ADD PRIMARY KEY (id); ALTER TABLE GroupMembers ADD PRIMARY KEY (id); ALTER TABLE ObjectKeywords ADD PRIMARY KEY (id); ALTER TABLE Keywords ADD PRIMARY KEY (id); ALTER TABLE Users ADD PRIMARY KEY (id); ALTER TABLE Tickets ADD PRIMARY KEY (id); ALTER TABLE ScripActions ADD PRIMARY KEY (id); ALTER TABLE Templates ADD PRIMARY KEY (id); ALTER TABLE Transactions ADD CONSTRAINT transfk1 FOREIGN KEY (Ticket) REFERENCES Tickets(id) MATCH FULL ON DELETE CASCADE; ALTER TABLE Attachments ADD CONSTRAINT attachfk1 FOREIGN KEY (TransactionID) REFERENCES Transactions(id) MATCH FULL ON DELETE CASCADE; ALTER TABLE Watchers ADD CONSTRAINT watchfk1 FOREIGN KEY (Value) REFERENCES Tickets(id) MATCH FULL ON DELETE CASCADE; ALTER TABLE ObjectKeywords ADD CONSTRAINT objectfk1 FOREIGN KEY (ObjectId) REFERENCES Tickets(id) MATCH FULL ON DELETE CASCADE; ALTER TABLE Links ADD CONSTRAINT linksfk1 FOREIGN KEY (LocalTarget) REFERENCES Tickets(id) MATCH FULL ON DELETE CASCADE; ALTER TABLE Links ADD CONSTRAINT linksfk2 FOREIGN KEY (LocalBase) REFERENCES Tickets(id) MATCH FULL ON DELETE CASCADE; From omehegan at perseus.com Tue Nov 19 11:01:51 2002 From: omehegan at perseus.com (Owen B. Mehegan) Date: Tue, 19 Nov 2002 11:01:51 -0500 Subject: [rt-users] /usr/lib/rt stuff In-Reply-To: <20021119004341.GC437@luggage.internal.moreton.com.au> Message-ID: Those were the instructions I tried to follow previously, specifically the ones that refer to installing on Debian, but I seemed to get nowhere on that front. I think I'm pretty close to getting RT working by using the Debian package, if I can just resolve this error with "insertdata:" DBI->connect(dbname=rt;host=localhost) failed: FATAL 1: IDENT authentication failed for user "www-data" at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 117 Connect Failed FATAL 1: IDENT authentication failed for user "www-data" at tools/insertdata line 27 Best regards, Owen B. Mehegan MIS Manager, Perseus Development Corp. Landline: (781) 848-8100 x263 Mobile: (617) 285-1701 SurveySolutions for the Web: Winner of the PC Magazine Editors' Choice Award -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Phil Homewood Sent: Monday, November 18, 2002 7:44 PM To: rt-users at lists.fsck.com Subject: Re: [rt-users] /usr/lib/rt stuff Owen B. Mehegan wrote: > If anyone knows of any pitfalls or can direct me to some "after you install > the package you'll need to follow these steps to make it work" instructions, > that would be helpful. http://fsck.com/rtfm/ -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances _______________________________________________ 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 Nov 19 11:02:45 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 19 Nov 2002 17:02:45 +0100 Subject: Fwd: [rt-users] canonicalising auto created user ids Message-ID: <57A59892-FBD8-11D6-8881-003065DC18B8@hamburg.fcb.com> Hello list Just for the record, here is another solution. Regards, Harald > > Hi Ray, > >>> Where is the auto creation handled? I might be able to hack a >>> solution from there. >>> > > Have a look at lib/RT/Interface/Email.pm: > > # Username is the 'Name' attribute of the user that RT uses for > things > # like authentication > my $Username = undef; > > if ($RT::LookupSenderInExternalDatabase) { > ($UserFoundInExternalDatabase, %UserInfo) = > RT::LookupExternalUserInfo($Address, $Name); > $Address = $UserInfo{'EmailAddress'}; > $Username = $UserInfo{'Name'}; > } > > This means that you'll have to look at LookupExternalUserInfo(), which > is in etc/config.pm: > > I just added the line marked with *: > > #Name is the RT username you want to use for this user. > $Name = $EmailAddress; > * $Name =~ s/\@.*$//; > $params{'Name'} = $Name; > > As Steph correctly stated, this is 'baaad'. But in our environment > where only users from specific domains are allowed to send email to > the queue (and their user part is unique), it's acceptable. > > Regards, > Torsten > > -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From Kendric.Beachey at garmin.com Tue Nov 19 11:59:36 2002 From: Kendric.Beachey at garmin.com (Beachey, Kendric) Date: Tue, 19 Nov 2002 10:59:36 -0600 Subject: [rt-users] [rt-announce] RT 3.0 alpha 1 Message-ID: <6899B5417148F34AA929F2950FEFB3FD612D9D@dallas.garmin.com> > From: Jesse Vincent [mailto:jesse at bestpractical.com] > I'm pleased to announce the first "alpha" test release of RT > 3.0, RT 2.1.48. I must confess I haven't kept up with RT's leading edge, and I haven't even upgraded in a while. We are currently on 2.0.11pre (identical to 2.0.12 except for its name). Can anyone speak to the relative ease of upgrading an RT of that vintage to 3.0? (or 2.1.48?) I have made some tweaks to our RT, including adding LDAP authentication and the formerly-Cozens stats package, and also some formatting changes to the search results. IIRC, there is a right way to do this, by using the "local" directory, but I have done this in the actual guts of RT. Bad developer! The good news is I have our RT in cvs. Does anyone have tips to offer on how I should proceed? From edk at grandvirtual.com Tue Nov 19 12:10:21 2002 From: edk at grandvirtual.com (Ed Kershenbaum) Date: Tue, 19 Nov 2002 12:10:21 -0500 Subject: [rt-users] multiple language support Message-ID: <7C2AE1DF94B0D1438F2EBF4822304886E9F925@user146.grandvirtual.com> Can RT support multiple languages simultaneously? Specifically, I need to display web forms in end-users' native languages, and accept their native language input. E-mail response will need to be generated in native language. I need to provide simultaneous support for Chinese, Japanese, Korean, Hebrew, Arabic, Greek, and all major Western European languages. Can the current RT provide this capability? Any known OS, perl, mason or DB limitations? Thx Ed -------------- next part -------------- An HTML attachment was scrubbed... URL: From clovis at agr.unicamp.br Tue Nov 19 12:30:44 2002 From: clovis at agr.unicamp.br (Clovis Tristao) Date: Tue, 19 Nov 2002 15:30:44 -0200 Subject: [rt-users] Perl + RT Message-ID: <3DDA7544.3040503@agr.unicamp.br> Hi Folks, I am trying to install the Request Tracker in a GNU/Linux Conectiva 7, with Perl 5.6.0. They had recommended to me to bring up to date to version 5.8.0, I had access the site of the CPAN using command Perl - MCAPM -e shell the system immediately asked for to bring up to date the version, but of the error saying that it does not obtain to have access the site of the CPAN. What I make, How I use the commands of the MCPAN? Somebody could help? Clovis -- Clovis Tristao - UNICAMP/Faculdade de Engenharia Agricola E-mail: mailto:clovis at agr.unicamp.br http://www.agr.unicamp.br Fone(0xx19) 37881031-37881038 ou FAX(55xx19) 37881010 _|_|_|_| _| _| _|_| _|_|_| _|_|_| _| _|_| (o- _|_|_| _|_|_|_| _| _| _| _| _|_| _| //\ _| _| _| _| _| _| _| _| V_/_ _| _|_|_| _|_|_| _|_|_| _| _| _| From darren at boston.com Tue Nov 19 12:29:49 2002 From: darren at boston.com (darren chamberlain) Date: Tue, 19 Nov 2002 12:29:49 -0500 Subject: [rt-users] MySql 'not allowed to connect to host...' In-Reply-To: References: <1037655225.3000.20.camel@mars.deadlycheese.com> Message-ID: <20021119-6555c163a3738dbb2a412efbf8309eb4@mail.boston.com> * Bruce Campbell [2002-11-18 23:08]: > On 18 Nov 2002, Fred.Purdue wrote: > > > From: darren chamberlain > > > * Fred.Purdue [2002-11-18 13:34]: > > > > shell> mysql -h helpdesk.corp.newoppinc.org -u root > > > > ERROR 1130: Host 'helpdesk.corp.newoppinc.org' is not allowed to > > > > connect to this MySQL server > > > > > > No password? > > > > If it was a password error I would be either be getting asked for a > > password or I would get a bad password response. > > Depending on which varient of the mysql client you have, you should get > either 'blah blah is not allowed' or 'Access is denied for blah (using > password: NO)'. I was questioning the wisdom of an empty password, not suggesting that might be the problem. That bit was commentary, not help. :) (darren) -- The language Unix is vastly more inconsistent than the language Perl. And guaranteed to remain that way, forever and ever, amen. -- Larry Wall From jgedeon at qualcomm.com Tue Nov 19 12:31:42 2002 From: jgedeon at qualcomm.com (John Gedeon) Date: Tue, 19 Nov 2002 09:31:42 -0800 Subject: [rt-users] Getting an internal server error Message-ID: <5.1.0.14.2.20021119092948.05771e90@mail1.qualcomm.com> I recently reinstalled rt2 (under the specific user that I had created for it) and i get apache and mysql started and when I try to go to the rt page i get an internal server error. I know that this error is very general but I was wondering what the best way to debug it is. ( i installed rt the same way I did before and it worked fine before.) any tips would be nice thanks :) John -- <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on your own understanding;" From jesse at bestpractical.com Tue Nov 19 12:35:24 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 19 Nov 2002 12:35:24 -0500 Subject: [rt-users] /usr/lib/rt stuff In-Reply-To: References: <20021119004341.GC437@luggage.internal.moreton.com.au> Message-ID: <20021119173524.GX17710@pallas.fsck.com> On Tue, Nov 19, 2002 at 11:01:51AM -0500, Owen B. Mehegan wrote: > Those were the instructions I tried to follow previously, specifically the > ones that refer to installing on Debian, but I seemed to get nowhere on that > front. I think I'm pretty close to getting RT working by using the Debian > package, if I can just resolve this error with "insertdata:" Debian's postgres is configured to use "ident" authentication by default, instead of password authentication. It won't work without manual reconfiguration. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From darren at boston.com Tue Nov 19 12:34:10 2002 From: darren at boston.com (darren chamberlain) Date: Tue, 19 Nov 2002 12:34:10 -0500 Subject: [rt-users] /usr/lib/rt stuff In-Reply-To: References: <20021119004341.GC437@luggage.internal.moreton.com.au> Message-ID: <20021119173410.GA5226@boston.com> Hi, Owen. * Owen B. Mehegan [2002-11-19 11:01]: > DBI->connect(dbname=rt;host=localhost) failed: FATAL 1: IDENT > authentication failed for user "www-data" at > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 117 > Connect Failed FATAL 1: IDENT authentication failed for user "www-data" > at tools/insertdata line 27 Oh, crazy identd. Turn that off, first of all, and make sure you can connect to the database, using the username and password you set up using the Makefile. Also pay attention to the hostname; connecting to localhost is not (necessarily) the same as connecting to the same machine using another DNS name. (darren) -- Reisner's Rule of Conceptual Inertia: If you think big enough, you'll never have to do it. From jesse at bestpractical.com Tue Nov 19 12:54:57 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 19 Nov 2002 12:54:57 -0500 Subject: [rt-users] [rt-announce] RT 3.0 alpha 1 In-Reply-To: <6899B5417148F34AA929F2950FEFB3FD612D9D@dallas.garmin.com> References: <6899B5417148F34AA929F2950FEFB3FD612D9D@dallas.garmin.com> Message-ID: <20021119175457.GZ17710@pallas.fsck.com> On Tue, Nov 19, 2002 at 10:59:36AM -0600, Beachey, Kendric wrote: > > From: Jesse Vincent [mailto:jesse at bestpractical.com] > > I'm pleased to announce the first "alpha" test release of RT > > 3.0, RT 2.1.48. > > I must confess I haven't kept up with RT's leading edge, and I haven't even > upgraded in a while. We are currently on 2.0.11pre (identical to 2.0.12 > except for its name). > > Can anyone speak to the relative ease of upgrading an RT of that vintage to > 3.0? (or 2.1.48?) 3.0 is not out yet. This is just a "preview" release for people to play with. It's not ready for prime-time. When 3.0 comes out, there will be an upgrade tool. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Tue Nov 19 13:18:55 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 19 Nov 2002 13:18:55 -0500 Subject: [rt-users] multiple language support In-Reply-To: <7C2AE1DF94B0D1438F2EBF4822304886E9F925@user146.grandvirtual.com> References: <7C2AE1DF94B0D1438F2EBF4822304886E9F925@user146.grandvirtual.com> Message-ID: <20021119181855.GA17710@pallas.fsck.com> On Tue, Nov 19, 2002 at 12:10:21PM -0500, Ed Kershenbaum wrote: > Can RT support multiple languages simultaneously? The current release of RT can not, though the version of RT in development speaks a number of languages natively. > I need to provide simultaneous support for Chinese, Japanese, Korean, > Hebrew, Arabic, Greek, and all major Western European languages. RT already speaks many of the major Western languages as well as Chinese and Japanese. Translations to other left-to-right languages are fairly easy to do, though making rt bi-di safe would take a fair amount of work. It's something we (BestPractical) could do if you're interested in having to done, but it's unlikely to get done on its own. Best, Jesse -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From omehegan at perseus.com Tue Nov 19 13:28:12 2002 From: omehegan at perseus.com (Owen B. Mehegan) Date: Tue, 19 Nov 2002 13:28:12 -0500 Subject: [rt-users] /usr/lib/rt stuff In-Reply-To: <20021119173410.GA5226@boston.com> Message-ID: Ugh. Now I just get this error: DBI->connect(dbname=rt;host=localhost) failed: FATAL 1: Password authentication failed for user "www-data" at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 117 Connect Failed FATAL 1: Password authentication failed for user "www-data" at tools/insertdata line 27 Kill me. Best regards, Owen B. Mehegan MIS Manager, Perseus Development Corp. Landline: (781) 848-8100 x263 Mobile: (617) 285-1701 SurveySolutions for the Web: Winner of the PC Magazine Editors' Choice Award -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of darren chamberlain Sent: Tuesday, November 19, 2002 12:34 PM To: rt-users at lists.fsck.com Subject: Re: [rt-users] /usr/lib/rt stuff Hi, Owen. * Owen B. Mehegan [2002-11-19 11:01]: > DBI->connect(dbname=rt;host=localhost) failed: FATAL 1: IDENT > authentication failed for user "www-data" at > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 117 > Connect Failed FATAL 1: IDENT authentication failed for user "www-data" > at tools/insertdata line 27 Oh, crazy identd. Turn that off, first of all, and make sure you can connect to the database, using the username and password you set up using the Makefile. Also pay attention to the hostname; connecting to localhost is not (necessarily) the same as connecting to the same machine using another DNS name. (darren) -- Reisner's Rule of Conceptual Inertia: If you think big enough, you'll never have to do it. _______________________________________________ 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 Ralexander at musiciansfriend.com Tue Nov 19 13:25:51 2002 From: Ralexander at musiciansfriend.com (Ron Alexander) Date: Tue, 19 Nov 2002 10:25:51 -0800 Subject: [rt-users] RE: /usr/lib/rt stuff (Owen B. Mehegan) References: <20021119173512.552.10562.Mailman@pallas.eruditorum.org> Message-ID: <3DDA822F.6090804@musiciansfriend.com> >Message: 7 >From: "Owen B. Mehegan" >To: >Subject: RE: [rt-users] /usr/lib/rt stuff >Date: Tue, 19 Nov 2002 11:01:51 -0500 > >Those were the instructions I tried to follow previously, specifically the >ones that refer to installing on Debian, but I seemed to get nowhere on that >front. I think I'm pretty close to getting RT working by using the Debian >package, if I can just resolve this error with "insertdata:" > >DBI->connect(dbname=rt;host=localhost) failed: FATAL 1: IDENT >authentication failed for user "www-data" at >/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 117 >Connect Failed FATAL 1: IDENT authentication failed for user "www-data" > at tools/insertdata line 27 Owen, what setup are you now using? Are you still on mysql or are you pgsql? What version(If I missed this in an earlier mail, sorry)? Does your user have privileges? Are you sure? If you are still on mysql can I recommend www.mysql.com/doc/EN? If pg try http://techdocs.postgresql.org. Ron Alexander ralexander at musiciansfriend.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From brian at westhost.com Tue Nov 19 13:27:54 2002 From: brian at westhost.com (Brian Shellabarger) Date: Tue, 19 Nov 2002 11:27:54 -0700 Subject: [rt-users] [rt-announce] RT 3.0 alpha 1 Message-ID: <0E3EDD01CECD1041AF86313AEA07279B1A3E@wh01.westhost.com> Is there somewhere we can see a list of the features we can expect in 3.0 ? Brian -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Tuesday, November 19, 2002 10:55 AM To: Beachey, Kendric Cc: Rt-Users (E-mail) Subject: Re: [rt-users] [rt-announce] RT 3.0 alpha 1 On Tue, Nov 19, 2002 at 10:59:36AM -0600, Beachey, Kendric wrote: > > From: Jesse Vincent [mailto:jesse at bestpractical.com] > > I'm pleased to announce the first "alpha" test release of RT > > 3.0, RT 2.1.48. > > I must confess I haven't kept up with RT's leading edge, and I haven't > even upgraded in a while. We are currently on 2.0.11pre (identical to > 2.0.12 except for its name). > > Can anyone speak to the relative ease of upgrading an RT of that > vintage to 3.0? (or 2.1.48?) 3.0 is not out yet. This is just a "preview" release for people to play with. It's not ready for prime-time. When 3.0 comes out, there will be an upgrade tool. From rainer at ultra-secure.de Tue Nov 19 13:29:22 2002 From: rainer at ultra-secure.de (Rainer Duffner) Date: Tue, 19 Nov 2002 19:29:22 +0100 Subject: [rt-users] Re: Getting an internal server error In-Reply-To: <5.1.0.14.2.20021119092948.05771e90@mail1.qualcomm.com> References: <5.1.0.14.2.20021119092948.05771e90@mail1.qualcomm.com> Message-ID: <20021119182922.80922.qmail@bsd.ultra-secure.de> John Gedeon writes: > I recently reinstalled rt2 (under the specific user that I had created > for it) and i get apache and mysql started and when I try to go to the > rt page i get an internal server error. I know that this error is very > general but indeed... ;-) > I was wondering what the best way to debug it is. ( i installed rt the > same way I did before and it worked fine before.) > any tips would be nice thanks :) does the apache error-log contain anything useful ? "500 internal server error" normaly just means that the script didn't send the expected headers but instead generated an error-message. This error-message is sent to the error-logfile of the webserver. 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 omehegan at perseus.com Tue Nov 19 13:48:50 2002 From: omehegan at perseus.com (Owen B. Mehegan) Date: Tue, 19 Nov 2002 13:48:50 -0500 Subject: [rt-users] RE: /usr/lib/rt stuff (Owen B. Mehegan) In-Reply-To: <3DDA822F.6090804@musiciansfriend.com> Message-ID: I am currently trying to get RT working using the request-tracker, postgresql, and apache packages from Debian. Following the instructions from the README.Debian file leads me to the error I listed below. Jesse has suggested that I change PG to use password instead of ident for authentication, so I changed my pg_hba.conf to show: local all password sameuser host all 127.0.0.1 255.0.0.0 password sameuser host all 0.0.0.0 0.0.0.0 reject And then I restarted PG. Now if I try to add or drop a user in PG, it prompts me for a password, and I have no idea what that should be; I've been using one password across the board on this system, and neither that or null will work in this prompt. If I run the insertdata script, it gives me this: DBI->connect(dbname=rt;host=localhost) failed: FATAL 1: Password authentication failed for user "www-data" at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 117 Connect Failed FATAL 1: Password authentication failed for user "www-data" at tools/insertdata line 27 Best regards, Owen B. Mehegan MIS Manager, Perseus Development Corp. Landline: (781) 848-8100 x263 Mobile: (617) 285-1701 SurveySolutions for the Web: Winner of the PC Magazine Editors' Choice Award -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Ron Alexander Sent: Tuesday, November 19, 2002 1:26 PM To: rt-users at lists.fsck.com Subject: [rt-users] RE: /usr/lib/rt stuff (Owen B. Mehegan) >Message: 7 >From: "Owen B. Mehegan" >To: >Subject: RE: [rt-users] /usr/lib/rt stuff >Date: Tue, 19 Nov 2002 11:01:51 -0500 > >Those were the instructions I tried to follow previously, specifically the >ones that refer to installing on Debian, but I seemed to get nowhere on that >front. I think I'm pretty close to getting RT working by using the Debian >package, if I can just resolve this error with "insertdata:" > >DBI->connect(dbname=rt;host=localhost) failed: FATAL 1: IDENT >authentication failed for user "www-data" at >/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 117 >Connect Failed FATAL 1: IDENT authentication failed for user "www-data" > at tools/insertdata line 27 Owen, what setup are you now using? Are you still on mysql or are you pgsql? What version(If I missed this in an earlier mail, sorry)? Does your user have privileges? Are you sure? If you are still on mysql can I recommend www.mysql.com/doc/EN? If pg try http://techdocs.postgresql.org. Ron Alexander ralexander at musiciansfriend.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From edk at grandvirtual.com Tue Nov 19 13:59:17 2002 From: edk at grandvirtual.com (Ed Kershenbaum) Date: Tue, 19 Nov 2002 13:59:17 -0500 Subject: [rt-users] multiple language support Message-ID: <7C2AE1DF94B0D1438F2EBF4822304886E9F92B@user146.grandvirtual.com> Jesse - I don't understand the difference between your two answer below. Could you clarify? Specifically, can RT display a different UI for each language, all sharing the same DB? Basically, I need an end-user support request input form for German, French, Japanese, Chinese, etc. When you below that RT _already_ speaks a number of languages, how is this different from 3.x? When do you anticipate a production release date for 3.0? Thx, Ed -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Tuesday, November 19, 2002 1:19 PM To: Ed Kershenbaum Cc: 'rt-users at lists.fsck.com' Subject: Re: [rt-users] multiple language support On Tue, Nov 19, 2002 at 12:10:21PM -0500, Ed Kershenbaum wrote: > Can RT support multiple languages simultaneously? The current release of RT can not, though the version of RT in development speaks a number of languages natively. > I need to provide simultaneous support for Chinese, Japanese, Korean, > Hebrew, Arabic, Greek, and all major Western European languages. RT already speaks many of the major Western languages as well as Chinese and Japanese. Translations to other left-to-right languages are fairly easy to do, though making rt bi-di safe would take a fair amount of work. It's something we (BestPractical) could do if you're interested in having to done, but it's unlikely to get done on its own. Best, Jesse -- >|< http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Tue Nov 19 14:11:39 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 19 Nov 2002 14:11:39 -0500 Subject: [rt-users] multiple language support In-Reply-To: <7C2AE1DF94B0D1438F2EBF4822304886E9F92B@user146.grandvirtual.com> References: <7C2AE1DF94B0D1438F2EBF4822304886E9F92B@user146.grandvirtual.com> Message-ID: <20021119191139.GB17710@pallas.fsck.com> On Tue, Nov 19, 2002 at 01:59:17PM -0500, Ed Kershenbaum wrote: > Jesse - > > I don't understand the difference between your two answer below. Could you > clarify? > > Specifically, can RT display a different UI for each language, all sharing > the same DB? Basically, I need an end-user support request input form for > German, French, Japanese, Chinese, etc. Sorry, yes. RT 3.0, which is currently in development can speak a number of languages with a common backend. RT 2.0 speaks only English. RT 3.0 will be done when it's done. We've stabilized snapshot releases of rt 2.1.x for customers with special requirements in the past and it's something we could do again if you folks need it. Best, Jesse -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From duncan at mcs.vuw.ac.nz Tue Nov 19 15:27:01 2002 From: duncan at mcs.vuw.ac.nz (Duncan McEwan) Date: Wed, 20 Nov 2002 09:27:01 +1300 Subject: [rt-users] [rt-announce] RT 3.0 alpha 1 In-Reply-To: Your message of "Tue, 19 Nov 2002 12:54:57 CDT." <20021119175457.GZ17710@pallas.fsck.com> Message-ID: <200211192027.gAJKR1318391@shed11.mcs.vuw.ac.nz> > From: Jesse Vincent > Date: Tue, 19 Nov 2002 12:54:57 -0500 > ... > When 3.0 comes out, there will be an upgrade tool. Can you say whether the upgrade tool will allow upgrading directly from RT version 1 ...? Yes, I know, I shouldn't still be running something that old, but it's been doing the job pretty well for us for quite a few years now! And when I've finally found the time to look at upgrading it seems like 3.0 is going to be out "soon". So I was thinking it might be useful to look at it rather than RT 2 unless there won't be an easy database upgrade directly from 1 to 3... Thanks, Duncan From jgedeon at qualcomm.com Tue Nov 19 15:40:41 2002 From: jgedeon at qualcomm.com (John Gedeon) Date: Tue, 19 Nov 2002 12:40:41 -0800 Subject: [rt-users] Re: Getting an internal server error In-Reply-To: <20021119182922.80922.qmail@bsd.ultra-secure.de> References: <5.1.0.14.2.20021119092948.05771e90@mail1.qualcomm.com> <5.1.0.14.2.20021119092948.05771e90@mail1.qualcomm.com> Message-ID: <5.1.0.14.2.20021119123755.056a1e50@mail1.qualcomm.com> The error msg is as follows. I figure some permissions are wrong but I cant figure out where. any suggestions. [Tue Nov 19 12:36:04 2002] [crit] (13)Permission denied: FastCGI: can't create server "/local/mnt/workspace/rt/rt2/bin/mason_handler.fcgi": bind() failed [/tmp/fcgi/a3924eb951d3d76506f71e8f0015751f] At 10:29 AM 11/19/2002, Rainer Duffner wrote: >John Gedeon writes: >>I recently reinstalled rt2 (under the specific user that I had created >>for it) and i get apache and mysql started and when I try to go to the rt >>page i get an internal server error. I know that this error is very >>general but > >indeed... ;-) >>I was wondering what the best way to debug it is. ( i installed rt the >>same way I did before and it worked fine before.) >>any tips would be nice thanks :) > >does the apache error-log contain anything useful ? >"500 internal server error" normaly just means that the script didn't send >the expected headers but instead generated an error-message. >This error-message is sent to the error-logfile of the webserver. > >cheers, >Rainer > >-- >~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ >Rainer Duffner Munich >rainer at ultra-secure.de Germany >http://www.i-duffner.de Freising >======================================== > When shall we three meet again > In thunder, lightning, or in rain? >~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on your own understanding;" From jerry at intervideo.com Tue Nov 19 16:11:26 2002 From: jerry at intervideo.com (Jerry Hsieh) Date: Tue, 19 Nov 2002 13:11:26 -0800 Subject: [rt-users] Can not login via web interface Message-ID: Hi all, After complete the installation, I just can't login via the web interface. I view the pahe source from browser and I realized that the form method is "post" and there is no "action". Is this correct? I found an article http://lists.fsck.com/pipermail/rt-users/2002-September/010117.html and follow the instruction step by step but still can't make it work. Anyone who has the same experience before? Thanks for your time. Jerry From Fred.Purdue at Pobox.com Tue Nov 19 18:19:30 2002 From: Fred.Purdue at Pobox.com (Fred.Purdue) Date: 19 Nov 2002 18:19:30 -0500 Subject: [Fwd: Re: [rt-users] MySql 'not allowed to connect to host...'] Message-ID: <1037747969.2499.15.camel@mars.deadlycheese.com> On Mon, 2002-11-18 at 23:08, Bruce Campbell wrote: > [ Firstly, if you're getting the list in digest form, please make sure > that you change the subject line to be relevant, and not that of the > digest number. This helps people following archives and doing > subject-based sorting ] Sorry - I normally do but I was in a hurry and forgot to change the subject back. :-[ > On 18 Nov 2002, Fred.Purdue wrote: > > > > From: darren chamberlain > > > * Fred.Purdue [2002-11-18 13:34]: > > > > shell> mysql -h helpdesk.corp.newoppinc.org -u root > > > > ERROR 1130: Host 'helpdesk.corp.newoppinc.org' is not allowed to > > > > connect to this MySQL server > > > > > > No password? > > > > If it was a password error I would be either be getting asked for a > > password or I would get a bad password response. > > Depending on which varient of the mysql client you have, you should get > either 'blah blah is not allowed' or 'Access is denied for blah (using > password: NO)'. > > Try snarfing the rt mysql username and password out of the config.pm file > and specifying them directly, eg: > > $ mysql -u rt_user -p rt_pass -h db.host rt2 > > ( 'rt_pass' can be absent, and MySQL will prompt you ) > > The MySQL access controls also limit by database requested, although if > you are connecting as the mysql root user (and failing), then you probably > have more serious problems. > > You could also try connecting to 'localhost' instead of 'helpdesk.blah'. > > > I not only flushed the privileges but I also restarted mysql. > > Then you have mysql root (admin) access. > [root at helpdesk fpurdue]# mysql -u rt_user -h helpdesk rt2 -ppassword ERROR 1130: Host 'helpdesk.corp.newoppinc.org' is not allowed to connect to this MySQL server [root at helpdesk fpurdue]# mysql -u rt_user -h localhost rt2 -ppassword Reading table information for completion of table and column names You can turn off this feature to get a quicker startup with -A Welcome to the MySQL monitor. Commands end with ; or \g. [...etc] The problem isn't being able to connect to mysql from the localhost, the problem is connecting over the network... -- Fred.Purdue Consultants Calling: Remember - If you're not part of the solution, there's money to made in prolonging the problem -------------- next part -------------- An HTML attachment was scrubbed... URL: From b.boksa at sidebysite.de Tue Nov 19 17:33:20 2002 From: b.boksa at sidebysite.de (Benjamin Boksa) Date: Tue, 19 Nov 2002 23:33:20 +0100 Subject: [rt-users] RT 3.0 alpha 1 on Mac OS X Message-ID: Hi! I just installed RT 3.0 alpha 1 on Mac OS X and I can access the Web-Interface. Here is what I did (most of it is mentioned in the README). I don't know if this is useful, but I just wanted to share my experiences: chmod a+x configure sudo niutil -create / /groups/rt sudo niutil -createprop / /groups/rt gid 401 ./configure sudo make install sudo make initialize-database # doesn't seem to work for me sudo /opt/rt3/sbin/initdb --action init --dba root --dba-password root-pass # worked fine rt.local # add rt.local as a local domain using NetInfo Manager install Apache::DBI (not found by make testdeps) How I Compiled Apache: setenv SSL_BASE /usr/local/src/openssl-0.9.6g sudo ./configure \ --with-layout=Darwin \ --enable-module=most \ --enable-shared=max \ --activate-module=src/modules/perl/libperl.a \ --enable-module=perl \ --enable-module=ssl \ --disable-shared=perl \ --disable-shared=ssl \ --disable-rule=EXPAT sudo make sudo make install How I changed /etc/httpd/httpd.conf: Added: NameVirtualHost 127.0.0.1 DocumentRoot /opt/rt3/html ServerName rt.local PerlModule Apache::DBI PerlFreshRestart On PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Please let me know what you think about it. As soon as I have the time to configure the mail gateway and find out anything interesting I will let you know. 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 mccallum at nemsys.com Tue Nov 19 17:35:10 2002 From: mccallum at nemsys.com (Donald A. McCallum) Date: Tue, 19 Nov 2002 17:35:10 -0500 Subject: [rt-users] RT2.0 Invalid Return-path for MX records on auto-reply generated mail. Message-ID: <00DA87AEF9493F4287FF6EB4FF1A75CDA906@nem.nemsys.com> Hello, Does anybody know how to change the default return email address of a queue? I have the General queue set to rt at nemsys.com and commencts at nemsys.com When a user attempts to reply to the autoreply, their locale MX records deny it due to an invalid return path. On examining the headers, The Return-path below is incorrect. We are using RT 2.0 on Redhat 7.1 Our mail exchanger is Microsoft Exchange 2000 with a auto-forward rule for support at nemsys.com to apps.nemsys.com. If anybody has any suggestions on where I can change this Return-path, I think that might solve my problem. Thanks in advance, -Don Microsoft Mail Internet Headers Version 2.0 Received: from nemsys.com ([192.168.2.1]) by nem.nemsys.com with Microsoft SMTPSVC(5.0.2195.5329); Tue, 19 Nov 2002 17:29:24 -0500 X-MessageWall-Score: 0 (nemsys.com) Received: from [192.168.2.7] by nemsys.com (MessageWall 1.0.7) with SMTP; 19 Nov 2002 22:29:25 -0000 Received: (from mail at localhost) by apps.nemsys.com (8.11.2/8.11.2) id gAJNTT601383; Tue, 19 Nov 2002 18:29:29 -0500 Date: Tue, 19 Nov 2002 18:29:29 -0500 Subject: [nemsys.com #75] AutoReply: test From: "general" Reply-To: support at nemsys.com In-Reply-To: Message-ID: Precedence: bulk X-RT-Loop-Prevention: nemsys.com RT-Ticket: nemsys.com #75 Managed-by: RT 2.0.14 (http://bestpractical.com/rt/) RT-Originator: mccallum at nemsys.com To: mccallum at nemsys.com Return-Path: mail at apps.nemsys.com X-OriginalArrivalTime: 19 Nov 2002 22:29:24.0715 (UTC) FILETIME=[1D2313B0:01C2901B] From dane at al.com.au Tue Nov 19 22:24:25 2002 From: dane at al.com.au (Dane Rapaport) Date: Wed, 20 Nov 2002 14:24:25 +1100 Subject: [rt-users] colors on the main "Home" page Message-ID: <02Nov20.152231est.119081@gateway.al.com.au> On looking through the archives I have seen the colour coding modifications for the Search/Listing.html section of RT and I have set them up. What I would LIKE to do, is add some sort of colour coding to the main page. Has anyone attempted or done this before? Its a bit different from the Search/Listing which is separated into html'ised tables Thanks in advance Dane -- Dane Rapaport Unix Systems Administrator and All Round Nice Guy Animal LOGIC, Fox Studios Australia www.animallogic.com p: +61 2 9383 4652 m: 0414 735 922 From dane at al.com.au Tue Nov 19 22:31:05 2002 From: dane at al.com.au (Dane Rapaport) Date: Wed, 20 Nov 2002 14:31:05 +1100 Subject: [rt-users] statistics per tech/engineer Message-ID: <02Nov20.152906est.119106@gateway.al.com.au> While on a mission to save myself from re-inventing the wheel, I was wondering whether anyone had added to Simon Cozens stats package, the ability to garner statistics per engineer? It doesn't appear to have this ability "as-is". Any help saving extra effort will be greatly appreciated. :) Thanks in advance Dane -- Dane Rapaport Unix Systems Administrator and All Round Nice Guy Animal LOGIC, Fox Studios Australia www.animallogic.com p: +61 2 9383 4652 m: 0414 735 922 From bear at amberorder.com Wed Nov 20 00:00:05 2002 From: bear at amberorder.com (John C. Stroud) Date: Tue, 19 Nov 2002 21:00:05 -0800 Subject: [rt-users] Mailgate Setuid Error In-Reply-To: Message-ID: <001e01c29051$b14735e0$4100a8c0@amberorder.com> I assume you're both running perl as installed from the RH distribution... To the best of my knowledge, suidperl is not installed in the RH packages by default, but by a separate RPM available in the RH distro's as suidperl-someversion-somearch.rpm To get suidperl to work with RT, you'll need to make sure the rt2/bin/* files are setgid with the rt-group listed in the Makefile when you installed RT. If the install went well, this was already done. John Stroud From jesse at bestpractical.com Wed Nov 20 01:36:43 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 20 Nov 2002 01:36:43 -0500 Subject: [rt-users] RT 3.0 alpha 1 on Mac OS X In-Reply-To: References: Message-ID: <20021120063643.GD17710@pallas.fsck.com> On Tue, Nov 19, 2002 at 11:33:20PM +0100, Benjamin Boksa wrote: > Hi! > > I just installed RT 3.0 alpha 1 on Mac OS X and I can access the > Web-Interface. Here is what I did (most of it is mentioned in the > README). I don't know if this is useful, but I just wanted to share my > experiences. It's definitely useful, though it would be good if folks could keep talk about RT 3.0 to rt-devel for now. Thanks for the writeup. > Please let me know what you think about it. As soon as I have the time > to configure the mail gateway and find out anything interesting I will > let you know. Don't put energy into it yet. The brand new client-server mail gateway isn't in there yet ;) Best, Jesse -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From Peter_Losher at isc.org Wed Nov 20 03:44:26 2002 From: Peter_Losher at isc.org (Peter Losher) Date: Wed, 20 Nov 2002 00:44:26 -0800 Subject: [rt-users] Converting rt1db to rt2 w/ just a MySQL dump? Message-ID: <200211200044.27181.Peter_Losher@isc.org> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, Is there any way to convert a RT1 to RT2 db with just a db dump, and w/o the conversion script wanting to connect to the MySQL daemon to get the data? Thanks - Peter - -- Peter_Losher at isc.org - Internet Software Consortium - OpenPGP E8048D08 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.1 (FreeBSD) iD8DBQE920trPtVx9OgEjQgRAlZ1AKDSGgOmbfB2Od9LEParMfS4RnK4KACdHInr 2AWMQFaQUMLSK4ZE/LcdDeU= =u0Gy -----END PGP SIGNATURE----- From greg at dreamlabs.co.nz Wed Nov 20 05:26:33 2002 From: greg at dreamlabs.co.nz (Greg Elisara) Date: Wed, 20 Nov 2002 23:26:33 +1300 Subject: [rt-users] Changing From Address - "via RT" bit Message-ID: Sorry if this is been done to death before. Currently replies to tickets done in RT have a from address set to: "Greg via RT" How do I change the "via RT" to be something like "- My Company" so that the from address reads something like: "Greg - The DreamLab" Thx. Greg. From jeff.hoover at infotechfl.com Wed Nov 20 09:05:10 2002 From: jeff.hoover at infotechfl.com (Jeff Hoover) Date: Wed, 20 Nov 2002 09:05:10 -0500 Subject: [rt-users] colors on the main "Home" page In-Reply-To: <02Nov20.152231est.119081@gateway.al.com.au> Message-ID: <5.1.0.14.0.20021120090238.028d1ab0@mail.infotechfl.com> Pretty much the same thing, just edit WebRT/html/Elements/MyTickets & WebRT/html/Elements/MyRequests. The beginning of my files, which isn't necessarily the best way, look like (MyRequests): <& /Elements/TitleBoxStart, title => "25 highest priority tickets I requested..$ % while (my $Ticket = $MyTickets->Next) { %my $bgcolor; %my @todo_colors = ( "#dadada", "#dad0d0", % "#dacaca", "#dac0c0", % "#dababa", "#dab0b0", % "#daaaaa", "#da9090", % "#da8a8a", "#da7070" ); %my @done_colors = ( "#dadada", "#d0dad0", % "#cadaca", "#c0dac0", % "#badaba", "#b0dab0", % "#aadaaa", "#90da90", % "#8ada8a", "#70da70" ); %my $status = eval("\$Ticket->Status"); %my $prio = substr(sprintf("%02d",eval("\$Ticket->Priority")),0,1); % if ($status eq "new" || $status eq "open") { % $bgcolor = $todo_colors[$prio]; % } else { % $bgcolor = $done_colors[$prio]; % } -- Jeff At 10:24 PM 11/19/2002, Dane Rapaport wrote: >On looking through the archives I have seen the colour coding >modifications for the Search/Listing.html section of RT and I have set them up. > >What I would LIKE to do, is add some sort of colour coding to the main page. >Has anyone attempted or done this before? > >Its a bit different from the Search/Listing which is separated into >html'ised tables > >Thanks in advance > >Dane > >-- >Dane Rapaport >Unix Systems Administrator and All Round Nice Guy >Animal LOGIC, Fox Studios Australia >www.animallogic.com >p: +61 2 9383 4652 >m: 0414 735 922 > >_______________________________________________ >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 -- Jeff Hoover Web Programmer, Info Tech, Inc. 5700 SW 34th Street, Suite 1235 phone: (352) 381-4400 Gainesville, FL 32608 fax: (352) 381-4444 From okrouhly at civ.zcu.cz Wed Nov 20 09:21:04 2002 From: okrouhly at civ.zcu.cz (Jan Okrouhly) Date: Wed, 20 Nov 2002 15:21:04 +0100 (CET) Subject: [rt-users] Showing Keywords/Area at the Search page In-Reply-To: <5.1.0.14.0.20021120090238.028d1ab0@mail.infotechfl.com> Message-ID: I've been asked to show Areas at the Search page (Listing.html/RT 2.0.15). I hope that I haven't been doing a duplicit work to sb other already done. The solution consist of modification of the TicketCell component and of course config.pm, where is extended 'syntax' of %WebOptions such a way: { Header => 'Miles', # Header Keyword => 'Milestone', # Displayed KeywordSelections (Names) } I suppose that it is ready to go into RT 2.0 contrib part. Any corrections are welcome. Greets Jan Okrouhly ---------------------------------------\-\-\+\-\-\---okrouhly at civ.zcu.cz--- Laboratory for Computer Science | phone: +420 377491 588 University of West Bohemia | location: Univerzitni 22 Americka 42, 306 14 Pilsen, Czech Republic | room: UI404 ------------------------------------------73!-de-OK1INC at OK0PPL.#BOH.CZE.EU- -------------- next part -------------- A non-text attachment was scrubbed... Name: display_keywordselections_in_search.tgz Type: application/x-gtar Size: 1229 bytes Desc: URL: From tony at ics.com Wed Nov 20 10:09:09 2002 From: tony at ics.com (Tony Aiuto) Date: Wed, 20 Nov 2002 10:09:09 -0500 Subject: [rt-users] Changing From Address - "via RT" bit Message-ID: <200211201509.KAA22120@frito> >Sorry if this is been done to death before. Currently replies to tickets >done in RT have a from address set to: > "Greg via RT" >How do I change the "via RT" to be something like "- My Company" ... Edit lib/RT/Action/SendEmail.pm Around line 296 there is a block which looks like # TODO: this "via RT" should really be site-configurable. $self->SetHeader('From', "\"$friendly_name via RT\" <$replyto>"); chande the SetHeader command as appropriate e.g. $self->SetHeader('From', "\"$friendly_name via ICS support\" <$replyto>"); But really, it's an admission of defeat to ask this sort of thing without even trying to figure it out. Here's what I did when I wanted to change it. % cd % find . -type f | xargs grep via.RT ./lib/RT/Action/SendEmail.pm: # TODO: this "via RT" should really be site-configurable. ./lib/RT/Action/SendEmail.pm: $self->SetHeader('From', "\"$friendly_name via RT\" <$replyto>"); Hmmm, it's obviously text in SendEmail.pm. Total elapsed time to fix - 60 seconds. I couldn't have looked it up in a manual faster than that. -tony From steveg at lsli.com Wed Nov 20 11:04:52 2002 From: steveg at lsli.com (Steve Greenland) Date: Wed, 20 Nov 2002 10:04:52 -0600 Subject: [rt-users] /usr/lib/rt stuff In-Reply-To: References: <20021119173410.GA5226@boston.com> Message-ID: <20021120160452.GA22637@lsli.com> On Tue, Nov 19, 2002 at 01:28:12PM -0500, Owen B. Mehegan wrote: > Ugh. Now I just get this error: > > DBI->connect(dbname=rt;host=localhost) failed: FATAL 1: Password > authentication failed for user "www-data" at > /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 117 > Connect Failed FATAL 1: Password authentication failed for user "www-data" > at tools/insertdata line 27 Just to make life *extremely* interesting, the password it's looking for is not the one associated with the www-data unix user, but the www-data postgresql user. If you can get into psql as the admin user (typically "postgres") do this: select * from pg_user; and see if you have actually created a www-data user. If so, try setting the password back to something you know (see the postgres manual for how to do this.) If you *can't* get in, put this in your pg_hba.conf: local all trust run 'psql -U postgres template1', fix your passwords in the db, and then take the above major security hole back out of your pg_hba.conf. > Kill me. DB user management is invariably complicated and poorly documented. Or maybe I'm just too dumb to deal with it. Steve -- "Outlook not so good." That magic 8-ball knows everything! I'll ask about Exchange Server next. -- (Stolen from the net) From randy at mercury.com Wed Nov 20 11:34:17 2002 From: randy at mercury.com (Randy Rodriguez) Date: 20 Nov 2002 11:34:17 -0500 Subject: [rt-users] Config error Message-ID: <1037810056.27984.30.camel@set> Hey all. So I've gone through the RT install procedure, smoothed over the bumps along the way and things are looking fine...that is, until I try to access the webpage for the first time. Apache returns a "500 Internal Server Error" and this is what the error log shows: [Wed Nov 20 10:50:36 2002] [error] Can't locate object method "connect" via package "Apache::DBI::connect" at /usr/lib/perl5/site_perl/5.6.1/i386-linux/DBI.pm line 471. The offending section of DBI.pm is: my $drh = $DBI::installed_drh{$driver} || $class->install_driver($driver) or die "panic: $class->install_driver($driver) failed"; ($user, $pass) = $drh->default_user($user, $pass, $attr) if !(defined $user && defined $pass); 471--> unless ($dbh = $drh->$connect_meth($dsn, $user, $pass, $attr)) { my $msg = "$class->connect($dsn) failed: ".$drh->errstr; if (%attr) { # XXX add $attr{HandleError} logic here? Carp::croak($msg) if $attr->{RaiseError}; Carp::carp ($msg) if $attr->{PrintError}; } Environment is RedHat 7.3, RT 2.0.15, perl 5.6.1, Apache 1.3.23. Any ideas? -- Randy Rodriguez Network Architect Mercury Technologies, Inc. 212.483.0300 x239 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From Ralexander at musiciansfriend.com Wed Nov 20 13:11:06 2002 From: Ralexander at musiciansfriend.com (Ron Alexander) Date: Wed, 20 Nov 2002 10:11:06 -0800 Subject: [rt-users] Re: Getting an internal server error References: <20021120140502.29120.40267.Mailman@pallas.eruditorum.org> Message-ID: <3DDBD03A.70003@musiciansfriend.com> > > >Message: 3 >Date: Tue, 19 Nov 2002 12:40:41 -0800 >To: rt-users at fsck.com >From: John Gedeon >Subject: Re: [rt-users] Re: Getting an internal server error > >The error msg is as follows. > I figure some permissions are wrong but I cant figure out where. any >suggestions. > >[Tue Nov 19 12:36:04 2002] [crit] (13)Permission denied: FastCGI: can't >create server "/local/mnt/workspace/rt/rt2/bin/mason_handler.fcgi": bind() >failed [/tmp/fcgi/a3924eb951d3d76506f71e8f0015751f] > > > I am pretty sure you can fix this by giving your user(apache?) rwx privileges to the /tmp directories(recursive). So a chmod 777 might do the trick, but I think that should basically be what your permissions are set to anyways on /tmp. What are your current permissions on /tmp? From Ralexander at musiciansfriend.com Wed Nov 20 13:16:41 2002 From: Ralexander at musiciansfriend.com (Ron Alexander) Date: Wed, 20 Nov 2002 10:16:41 -0800 Subject: [rt-users] MySql 'not allowed to connect to host...'] References: <20021120140502.29120.40267.Mailman@pallas.eruditorum.org> Message-ID: <3DDBD189.9070804@musiciansfriend.com> mysql.com/doc/en has pretty thorough docu for most problems. Just search on what you think, like 'user privileges'. You will be amazed!! -------------------------------------- http://www.mysql.com/doc/en/Adding_users.html You can add new users by issuing |GRANT| statements: shell> mysql --user=root mysql mysql> GRANT ALL PRIVILEGES ON *.* TO monty at localhost -> IDENTIFIED BY 'some_pass' WITH GRANT OPTION; mysql> GRANT ALL PRIVILEGES ON *.* TO monty@"%" -> IDENTIFIED BY 'some_pass' WITH GRANT OPTION; mysql> GRANT RELOAD,PROCESS ON *.* TO admin at localhost; mysql> GRANT USAGE ON *.* TO dummy at localhost; These |GRANT| statements set up three new users: |monty| A full superuser who can connect to the server from anywhere, but who must use a password |'some_pass'| to do so. Note that we must issue|GRANT| statements for both |monty at localhost| and|monty@"%"|. If we don't add the entry with |localhost|, the anonymous user entry for |localhost| that is created by|mysql_install_db| will take precedence when we connect from the local host, because it has a more specific |Host| field value and thus comes earlier in the |user| table sort order. |admin| A user who can connect from |localhost| without a password and who is granted the |RELOAD| and |PROCESS| administrative privileges. This allows the user to execute the |mysqladmin reload|, |mysqladmin refresh|, and |mysqladmin flush-*| commands, as well as|mysqladmin processlist| . No database-related privileges are granted. (They can be granted later by issuing additional |GRANT| statements.) |dummy| A user who can connect without a password, but only from the local host. The global privileges are all set to |'N'|?the |USAGE| privilege type allows you to create a user with no privileges. It is assumed that you will grant database-specific privileges later. You can also add the same user access information directly by issuing |INSERT| statements and then telling the server to reload the grant tables: -------------------------------------------------------------------------- > > > [root at helpdesk fpurdue]# mysql -u rt_user -h helpdesk rt2 > -ppassword > > ERROR 1130: Host 'helpdesk.corp.newoppinc.org' is not allowed to > connect to this MySQL server > > [root at helpdesk fpurdue]# mysql -u rt_user -h localhost rt2 > -ppassword > > Reading table information for completion of table and column > names > You can turn off this feature to get a quicker startup with -A > > Welcome to the MySQL monitor. Commands end with ; or \g. > [...etc] > >The problem isn't being able to connect to mysql from the localhost, the >problem is connecting over the network... > > > > -- Fred.Purdue > From greg at dreamlabs.co.nz Wed Nov 20 14:10:54 2002 From: greg at dreamlabs.co.nz (Greg Elisara) Date: Thu, 21 Nov 2002 08:10:54 +1300 Subject: [rt-users] Mailgate Setuid Error In-Reply-To: <20021120140502.29120.40267.Mailman@pallas.eruditorum.org> Message-ID: Yup, that fixed it for me. Package perl-suidperl.rpm needed to be manually installed. Thx. Greg. > > I assume you're both running perl as installed from the RH > distribution... > > To the best of my knowledge, suidperl is not installed in the RH > packages by default, but by a separate RPM available in the RH distro's > as suidperl-someversion-somearch.rpm > > To get suidperl to work with RT, you'll need to make sure the rt2/bin/* > files are setgid with the rt-group listed in the Makefile when you > installed RT. If the install went well, this was already done. > > John Stroud From greg at dreamlabs.co.nz Wed Nov 20 14:19:16 2002 From: greg at dreamlabs.co.nz (Greg Elisara) Date: Thu, 21 Nov 2002 08:19:16 +1300 Subject: [rt-users] Re: Changing From Address - "via RT" bit In-Reply-To: <200211201509.KAA22120@frito> Message-ID: Hi Tony, I did a bit of digging - actually done a hell of a lot of digging to even get this puppy going. But I done did it and we're now in action. I actually did fix it 10 minutes after sending off the help email - did a grep -R -n "via RT" *, opened up the file, made the mod, sent a test, all honkydory. 60 seconds - true. Thanks for the help though. But don't be too hard on us newbies, RT is a bit cryptic for some (including me) - it was midnight and I wanted to get home and I'd been working on this all day. Poor me. Thanks again. Greg. on 21/11/02 4:09 AM, Tony Aiuto at tony at ics.com wrote: > >> Sorry if this is been done to death before. Currently replies to tickets >> done in RT have a from address set to: >> "Greg via RT" >> How do I change the "via RT" to be something like "- My Company" ... > > Edit lib/RT/Action/SendEmail.pm > > Around line 296 there is a block which looks like > > # TODO: this "via RT" should really be site-configurable. > $self->SetHeader('From', "\"$friendly_name via RT\" <$replyto>"); > > chande the SetHeader command as appropriate e.g. > > $self->SetHeader('From', "\"$friendly_name via ICS support\" <$replyto>"); > > But really, it's an admission of defeat to ask this sort of thing > without even trying to figure it out. Here's what I did when I > wanted to change it. > > % cd > % find . -type f | xargs grep via.RT > ./lib/RT/Action/SendEmail.pm: # TODO: this "via RT" should really be > site-configurable. > ./lib/RT/Action/SendEmail.pm: $self->SetHeader('From', "\"$friendly_name > via RT\" <$replyto>"); > > Hmmm, it's obviously text in SendEmail.pm. Total elapsed time to > fix - 60 seconds. I couldn't have looked it up in a manual faster > than that. > > -tony From bruce_campbell at ripe.net Wed Nov 20 14:49:40 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Wed, 20 Nov 2002 20:49:40 +0100 (CET) Subject: [rt-users] Converting rt1db to rt2 w/ just a MySQL dump? In-Reply-To: <200211200044.27181.Peter_Losher@isc.org> Message-ID: On Wed, 20 Nov 2002, Peter Losher wrote: > Is there any way to convert a RT1 to RT2 db with just a db dump, and w/o > the conversion script wanting to connect to the MySQL daemon to get the > data? No. ( but if you've got a dump, you could run it up somewhere else for long enough for a convert script to get the meta-data out ) -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From ylsul at bitpipe.com Wed Nov 20 15:04:31 2002 From: ylsul at bitpipe.com (Young Sul) Date: Wed, 20 Nov 2002 15:04:31 -0500 Subject: [rt-users] merging 2 queues? Message-ID: Hi, Is there a way to merge 2 queues in rt2? I didn't see any mention of it in the docs. tia, -y From randy at mercury.com Wed Nov 20 15:36:55 2002 From: randy at mercury.com (Randy Rodriguez) Date: 20 Nov 2002 15:36:55 -0500 Subject: [rt-users] Config error In-Reply-To: <1037810056.27984.30.camel@set> References: <1037810056.27984.30.camel@set> Message-ID: <1037824614.27979.56.camel@set> Dang, I guess I was too quick on the Send button. I dug around some more (OK, a LOT more) and figured out how to fix it. For any and all that may benefit from my mistakes, be SURE to correctly install Apache::DBI and Apache::Session! :) I'm off to final config and then to setting up users...woot! Randy On Wed, 2002-11-20 at 11:34, Randy Rodriguez wrote: > Hey all. So I've gone through the RT install procedure, smoothed over > the bumps along the way and things are looking fine...that is, until I > try to access the webpage for the first time. Apache returns a "500 > Internal Server Error" and this is what the error log shows: > > [Wed Nov 20 10:50:36 2002] [error] Can't locate object method "connect" > via package "Apache::DBI::connect" at > /usr/lib/perl5/site_perl/5.6.1/i386-linux/DBI.pm line 471. > > The offending section of DBI.pm is: > > my $drh = $DBI::installed_drh{$driver} || > $class->install_driver($driver) > or die "panic: $class->install_driver($driver) failed"; > > ($user, $pass) = $drh->default_user($user, $pass, $attr) > if !(defined $user && defined $pass); > > 471--> unless ($dbh = $drh->$connect_meth($dsn, $user, $pass, $attr)) { > my $msg = "$class->connect($dsn) failed: ".$drh->errstr; > if (%attr) { > # XXX add $attr{HandleError} logic here? > Carp::croak($msg) if $attr->{RaiseError}; > Carp::carp ($msg) if $attr->{PrintError}; > } > > > Environment is RedHat 7.3, RT 2.0.15, perl 5.6.1, Apache 1.3.23. Any > ideas? -- Randy Rodriguez Network Architect Mercury Technologies, Inc. 212.483.0300 x239 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From map at eecs.berkeley.edu Wed Nov 20 16:59:47 2002 From: map at eecs.berkeley.edu (Mike Patterson) Date: Wed, 20 Nov 2002 13:59:47 -0800 Subject: [rt-users] RT staying with orginal thread Message-ID: <3DDC05D3.5060508@eecs.berkeley.edu> Any ideas on how to make Autoreplies from RT to thread properly with the orginal message? The scenario: Someone sends email to our mailing list (RT-mailgate as well as several techs subscribe directly to this list). We all get a copy of the orginal message as well as RT's Autoreply message. However the autoreply message does not thread with the orginal message (because it has diff subject line, header info etc...). It's a pet peave of mine when someone forwards a copy of the message rather than replying to the original which screws up threaded views in our mail clients (mostly Mozilla & Outlook). RT's autoreply acts like this. If RT's autoreply threaded properly on mail clients, it would be easier for clients and techs to reply to RT's autoreply (rather than have to read the original, then track down the autoreply, in order to respond). One work around would be to make it so that the techs don't get the original message, only RT's autoreply and future correspondence. However not everyone is ready to put all of their eggs in the RT basket, yet. If someone knows how to keep RT functional, yet have the autoreply and future correspondence stay in the same thread (of their local mail client). I would appreciate it. BTW: thanks for putting up the schema: http://fsck.com/rtfm/article.html?id=158 I found it very helpful for understanding the mysql table relationships. From tony at ics.com Wed Nov 20 17:50:31 2002 From: tony at ics.com (Tony Aiuto) Date: Wed, 20 Nov 2002 17:50:31 -0500 Subject: [rt-users] RT staying with orginal thread Message-ID: <200211202250.RAA24575@frito> Mike Patterson wrote: > ... snip ... >If someone knows how to keep RT functional, yet have the autoreply and >future correspondence stay in the same thread (of their local mail >client). I would appreciate it. > ... snip ... It is an interesting problem. What I think might be the right path is to capture the message-id from the initial email and save it with the ticket. This might require adding a column to the table and making trivial changes to a bunch of perl modules. It's not a terrible thing, but certainly scary for some. Each outgoing email would set the In-Reply-To header based on this. Does anyone know if that would suffice for most mailers? I still use /bin/mail, so I'm not a good judge of character. From Weimer at CERT.Uni-Stuttgart.DE Wed Nov 20 18:21:13 2002 From: Weimer at CERT.Uni-Stuttgart.DE (Florian Weimer) Date: Thu, 21 Nov 2002 00:21:13 +0100 Subject: [rt-users] merging 2 queues? In-Reply-To: ("Young Sul"'s message of "Wed, 20 Nov 2002 15:04:31 -0500") References: Message-ID: <878yznx1xy.fsf@Login.CERT.Uni-Stuttgart.DE> "Young Sul" writes: > Is there a way to merge 2 queues in rt2? I didn't see any mention of it in > the docs. You can use "update all tickets at once" (on the search page) to move the tickets in the second queue to the first. -- Florian Weimer Weimer at CERT.Uni-Stuttgart.DE University of Stuttgart http://CERT.Uni-Stuttgart.DE/people/fw/ RUS-CERT fax +49-711-685-5898 From justincl at u.washington.edu Wed Nov 20 19:49:05 2002 From: justincl at u.washington.edu (justin m. clayton) Date: Wed, 20 Nov 2002 16:49:05 -0800 (PST) Subject: [rt-users] LDAP + Kerberos + RT Message-ID: I'm using RT 2.0.11 and would like to take advantage of the Requestor web interface, but have no desire to maintain a seperate user/passwd list from our otherwise single-sign on system (using openldap+kerberos). I think I can handle setting up mod-auth-kerb on apache to to the authentication bit (though any pointers would be helpful), but there's this other nagging problem: anytime a user in RT is autocreated due to ticket submission, the email address gets used as the username. This obviously doesn't match the kerberos principal namespace, but is fixable by an admin going in and changing the username to match. However, I'd like a cleaner solution. I assume that the as-yet undocumented (in RT/FM, anyway) pluggable user metadata features don't fix this, right? Any ideas? Any way to bypass the RT db completely and just use LDAP as the user db, with kerberos as the auth system? Thanks, Justin Clayton VLSI Research System Administrator University of Washington Electrical Engineering Dept justincl at u.washington.edu 206/543.2523 EE/CSE 307E From rthompson at interpublic.com Wed Nov 20 20:49:06 2002 From: rthompson at interpublic.com (Ray Thompson) Date: Wed, 20 Nov 2002 19:49:06 -0600 Subject: [rt-users] LDAP + Kerberos + RT Message-ID: I just happen to ask about this a couple of days ago :-) Seph and Harald have a couple of options. I've tried the first one from the replies listed below without success but that could just be me. I've e-mailed the author off list for additional help. I'll post any findings. My original post: http://lists.fsck.com/pipermail/rt-users/2002-November/010897.html Replies and related posts: http://lists.fsck.com/pipermail/rt-users/2002-November/010910.html http://lists.fsck.com/pipermail/rt-users/2002-November/010901.html http://lists.fsck.com/pipermail/rt-devel/2002-May/002349.html --Ray -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of justin m. clayton Sent: Wednesday, November 20, 2002 6:49 PM To: RT Users Mailing List Subject: [rt-users] LDAP + Kerberos + RT I'm using RT 2.0.11 and would like to take advantage of the Requestor web interface, but have no desire to maintain a seperate user/passwd list from our otherwise single-sign on system (using openldap+kerberos). I think I can handle setting up mod-auth-kerb on apache to to the authentication bit (though any pointers would be helpful), but there's this other nagging problem: anytime a user in RT is autocreated due to ticket submission, the email address gets used as the username. This obviously doesn't match the kerberos principal namespace, but is fixable by an admin going in and changing the username to match. However, I'd like a cleaner solution. I assume that the as-yet undocumented (in RT/FM, anyway) pluggable user metadata features don't fix this, right? Any ideas? Any way to bypass the RT db completely and just use LDAP as the user db, with kerberos as the auth system? Thanks, Justin Clayton VLSI Research System Administrator University of Washington Electrical Engineering Dept justincl at u.washington.edu 206/543.2523 EE/CSE 307E _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From rehan at nha.co.za Thu Nov 21 03:43:21 2002 From: rehan at nha.co.za (Rehan van der Merwe) Date: 21 Nov 2002 10:43:21 +0200 Subject: [rt-users] Start Page: sorting on multiple fields Message-ID: <1037868201.1311.41.camel@localhost.localdomain> Hi everyone, How would I go around sorting on multiple fields in my "Tickets Owned" frame? Here's what I want to achieve: 1. Tickets should be sorted on Priority (as is the case) 2. All tickets with the same priority should be sorted chronologically (at the moment is seems random) Any suggestions would help. Regards, Rehan van der Merwe NHA From Rich.West at wesmo.com Thu Nov 21 11:13:05 2002 From: Rich.West at wesmo.com (Rich West) Date: Thu, 21 Nov 2002 11:13:05 -0500 Subject: [rt-users] root unable to login? Message-ID: <1037895185.3ddd061159621@www.wesmo.com> This has to be a stupid one on my part. I just did a fresh installation for a RT 2-0-x and everything installed quite nicely. Unfortunately, via the WebUI, I cannot log in as root in order to configure things via the web interface. I was hoping to get things ready for a demo here to my boss today, but I must have rushed passed something rather obvious here. Yes, I do know that the default password is 'password', and I even used the rtadmin command to set it to "password" just for the heck of it. Any ideas as to where else to look? I put some debug code in to the autohandler script in the WebRT directory, and it is definitely getting the right ID, but it sees the password as being incorrect... Grrr.. -Rich From valipir at sunyit.edu Thu Nov 21 12:35:52 2002 From: valipir at sunyit.edu (Raghurami Valipireddy) Date: Thu, 21 Nov 2002 12:35:52 -0500 (EST) Subject: [rt-users] error_mode Message-ID: Hi All, Did anyone encounter Mason spitting out source code out to the browser ? I came across in Mason docs that setting error_mode variable to 'fatal' instead of 'html' avoids that. But i'm not sure where i have to change this variable. I tried doing in ApacheHandler.pm and ApacheHandler.pod but this didn't works . I have modified autohandler to autheticate against ldap server and if ldap goes down it shows the source code ( i.e ldap configuaration ) on the browser . Thanks in advance! Ragu From Rich.West at wesmo.com Thu Nov 21 13:09:22 2002 From: Rich.West at wesmo.com (Rich West) Date: Thu, 21 Nov 2002 13:09:22 -0500 Subject: [rt-users] (no subject) Message-ID: <1037902162.3ddd21527d75b@www.wesmo.com> Bah.. nevermind.. It turns out that, because of *something* (I have no idea what), it wanted the "WebPath" environment variable in the config.pm file set to what the WebURL was set to... I'll have to dig further to find out why... -Rich From john at frumious.unidec.co.uk Thu Nov 21 13:11:32 2002 From: john at frumious.unidec.co.uk (dr john halewood) Date: Thu, 21 Nov 2002 18:11:32 +0000 Subject: [rt-users] RT3.0 alpha1 compile problem Message-ID: <200211211811.gALIBWHD027127@frumious.unidec.co.uk> this seems a bit strange, trying to build the rt 3.0 alpha release on a machine that runs rt2 quite happily $./configure --with-www-user=nobody --with-www-group=nobody $ make testdeps /usr/bin/perl ./sbin/testdeps --with-mysql I18N-COMPAT dependencies: Can't use an undefined value as an ARRAY reference at ./sbin/testdeps line 167. make: *** [testdeps] Error 255 I can't see anything in ./sbin/testdeps to cause the problem. It looks like $deps{'I18N_COMPAT'} = [ _( << '.') ]; Text::Iconv Encode::compat 0.04 . foreach my $type (keys %args) { next unless ($type =~ /^with-(.*?)$/); my $type = $1; print "$type dependencies:\n"; my @deps = (@{$deps{$type}}); ...which is where it falls over Any ideas? perl is 5.6.1, make 3.79 (although I doubt this has anything to do with it as I get the same result issuing the command line equivalent perl script). System is x86 linux, running a much upgraded/customised redhat 6.2 install. cheers john From rt at adamspiers.org Thu Nov 21 13:31:57 2002 From: rt at adamspiers.org (Adam Spiers) Date: Thu, 21 Nov 2002 18:31:57 +0000 Subject: [rt-users] make install fails - using postgresql for db. In-Reply-To: <45EDA71CFF25D411A2E400508B6FC52A05E661AB@orportexch1.internal.nextlink.net> References: <45EDA71CFF25D411A2E400508B6FC52A05E661AB@orportexch1.internal.nextlink.net> Message-ID: <20021121183157.GA63953@riffraff.plig.net> Way back in February, Swayne, Mark A (mark.a.swayne at xo.com) wrote this regarding getting RT to work with PostgreSQL connections via UNIX domain sockets: > Deleting the host name from the Makefile fixed my problem. > > DB_HOST = > > Please update the install docs to indicate that this might be a good idea. > It would have saved me HOURS. Please listen to your users! :-( I started installing RT 2.0.15 with PostgreSQL this morning, and if you had updated the docs as Mark suggested, you would have saved me hours too :-( It's somewhat dampened my enthusiasm for finally getting round to trying out what I already know by reputation to be a great product. Sorry to delurk on a negative note, but it really does make a big difference when sticking points like this are well-documented. I suspect this is not the only PostgreSQL-related issue. I could well be wrong, because it's the first time I've used PostgreSQL too, but here's my take on things: The comment in Makefile regarding DB_DBA: # For Pg, you probably want 'postgres' is correct, I think. However, it's not at all clear what the corresponding DB_DBA_PASSWORD should be. Admittedly this is more of a PostgreSQL issue. Anyone know the default password, if there even is one? If not, the following is even more relevant: initdb calls prompt_for_dba_password() regardless of whether DB_DBA_PASSWORD is set in the Makefile or not. Furthermore, I don't believe it caters for the possibility that you might not actually want to use passwords - for instance if you are making use of SO_PEERCRED for UNIX domain sockets, where just having the relevant euid is considered sufficient authentication. So I've ended up configuring PostgreSQL for md5 password-based authentication, even though I'd much rather use SO_PEERCRED in this instance, which avoids the need for passwords lying around in text files. Thoughts? -- ## Adam Spiers ## musician & hacker ## me at adamspiers.org ## http://tigerpig.org $@=>$_=q^*{$Just =bless{},'$another ';"\$Perl \::$hacker,"}=sub{print$%[$.++];$ },eval join+v45.62,(q)$q ))x v54^,s.(?<=\$)\w*[\s,].f if+push@%,$&.sixmegs,eval From rt-users at lists.netways.de Thu Nov 21 13:41:01 2002 From: rt-users at lists.netways.de (rt-users) Date: Thu, 21 Nov 2002 19:41:01 +0100 Subject: AW: [rt-users] billing/invoicing out of RT Message-ID: <3626546DC152134382A0A029C29365C603EDF3@net-mail.int.netways.de> Hi, you could use keywords, to set the division worked for. Then you can report on keywords in a given time frame. This is a very rough keyword report, you could use. Things may not work as expected!! Julian REPORT: %if ($type ne "excel") { <& /Elements/Header, Title => 'Reports/Keywords/Keywords Ticketstatus' &> <& /Reports/Elements/KeywordTabs &>
<& /Elements/TitleBoxStart, title=>'Report options' &> <& /Reports/Elements/SelectDates, BeginDate=>$Begin_Date, EndDate=>$End_Date &> <& /Elements/TitleBoxEnd &>
<& /Elements/TitleBoxStart, title=> "tickets from ".$BeginDate->ISO." until ".$EndDate->ISO &> % }
# Subject Queue Status Owner  
% while ( my $Queue = $Queues->Next) { % my $KeywordSelects = $Queue->KeywordSelects(); % while (my $KeywordSelect = $KeywordSelects->Next) { % my $Descendents = $KeywordSelect->KeywordObj->Descendents; % if ( $KeywordSelect->Single) { % $Descendents->{null} = "no Keyword"; % } % foreach my $kid ( keys %{$Descendents} ) { % for my $Status (@Stati) { % my $numberof = 0; % my $Tickets = new RT::Tickets($session{'CurrentUser'}); % $Tickets->LimitQueue(VALUE=>$Queue->id); % my $quote="1"; % my $oper="="; % if ($kid eq "null") { % $quote="0"; % $oper="IS"; % } % $Tickets->LimitKeyword(KEYWORDSELECT=>$KeywordSelect->id, OPERATOR=>$oper, QUOTEVALUE=>$quote, KEYWORD=>$kid); % if ($Status eq "new") { % $Tickets->LimitStatus(VALUE=>"new"); % $Tickets->LimitLastUpdated(VALUE => $BeginDate->ISO, OPERATOR => ">="); % $Tickets->LimitLastUpdated(VALUE => $EndDate->ISO, OPERATOR => "<="); % $numberof = $Tickets->Count(); % } % if ($Status eq "open") { % $Tickets->LimitStatus(VALUE=>"open"); % $Tickets->LimitLastUpdated(VALUE => $BeginDate->ISO, OPERATOR => ">="); % $Tickets->LimitLastUpdated(VALUE => $EndDate->ISO, OPERATOR => "<="); % $numberof = $Tickets->Count(); % } % if ($Status eq "stalled") { % $Tickets->LimitStatus(VALUE=>"stalled"); % $Tickets->LimitLastUpdated(VALUE => $BeginDate->ISO, OPERATOR => ">="); % $Tickets->LimitLastUpdated(VALUE => $EndDate->ISO, OPERATOR => "<="); % $numberof = $Tickets->Count(); % } % if ($Status eq "resolved") { % $Tickets->LimitStatus(VALUE=>"resolved"); % $Tickets->LimitLastUpdated(VALUE => $BeginDate->ISO, OPERATOR => ">="); % $Tickets->LimitLastUpdated(VALUE => $EndDate->ISO, OPERATOR => "<="); % $numberof = $Tickets->Count(); % } % } % } % } % }
Queue Select Keyword new open stalled resolved
<% $Queue->Name %>
 <% $KeywordSelect->Name %>
 <% $Descendents->{$kid} %><% ($numberof || "0") %>
% if ($type ne "excel") { <& /Elements/TitleBoxEnd &> % } <%ARGS> $Begin_Date => undef $End_Date => undef $type => undef <%INIT> # Select the dates my $BeginDate = new RT::Date ($session{'Current_User'}); my $EndDate = new RT::Date ($session{'Current_User'}); $BeginDate->Set(Value => $Begin_Date, Format => 'unknown' ); $EndDate->Set(Value => $End_Date, Format => 'unknown' ); # If no dates are given, suppose a week if (!$End_Date) { $EndDate->SetToNow(); } if (!$Begin_Date) { $BeginDate->SetToNow; $BeginDate->AddDays (-7); } $BeginDate->SetToMidnight(); $BeginDate->AddDays (+1); $EndDate->SetToMidnight(); $EndDate->AddDays(+1); # A queue object my $Queues = new RT::Queues($session{'CurrentUser'}); $Queues->UnLimit(); # This is what we want to see my @Stati = qw (new open stalled resolved); if ($type eq "excel") { $r->content_type('application/vnd.ms-excel'); } SelectDate:
Begin date: <& /Elements/SelectDate, menu_prefix => 'Begin', Default=>$BeginDate, current => 0 &> Export to excel
End date: <& /Elements/SelectDate, menu_prefix => 'End', Default=>$EndDate, current => 0 &>
<%ARGS> $BeginDate => undef $EndDate => undef -----Urspr?ngliche Nachricht----- Von: Fred Purdue [mailto:FPurdue at newopportunitiesinc.org] Bereitgestellt: Donnerstag, 14. November 2002 19:09 Bereitgestellt in: rt-users Unterhaltung: [rt-users] billing/invoicing out of RT Betreff: [rt-users] billing/invoicing out of RT Ladies & Gents, One of my customers is currently using RT and loving it, but they are running into a problem and are looking for a better way to handle a process: They currently keep each division in it's own queue and then they use an internal billing policy to 'charge back' the costs of IT on a per ticket basis. Right now they do this by opening each resolved ticket in a time period and writing down the division name, the time spent on the ticket by each helpdesk staff member (different rates), and the resolved date. This is obviously pretty time consuming... Is there a better way to do this? What is the best way to get RT to give out a report that looks like this. Please keep in mind I while I have a good conceptual idea of what RT is doing under the hood and I have done *some* customization of it, answers that involve "write a perl script to do this" will be met with a blank stare... Ideas? Fred --=-- Fred Purdue New Opportunities, Inc. 232 N. Elm St Waterbury, CT 06702 - FPurdue at NewOpportunitiesInc.org P: 203.575.9799 x259 C: 203.887.5150 --=-- From rt-users at lists.netways.de Thu Nov 21 13:54:38 2002 From: rt-users at lists.netways.de (rt-users) Date: Thu, 21 Nov 2002 19:54:38 +0100 Subject: AW: [rt-users] statistics per tech/engineer Message-ID: <3626546DC152134382A0A029C29365C603EDF4@net-mail.int.netways.de> Hi, >While on a mission to save myself from re-inventing the wheel, I was >wondering whether anyone had added to Simon Cozens stats package, the >ability to garner statistics per engineer? It will take you not much longer than an hour, to do it yourself: - copy all reports - change almost everything that says "queue" or "queues" to user - debug :-) cu, Julian From de5-list-rt-users at sws5.ornl.gov Thu Nov 21 13:55:54 2002 From: de5-list-rt-users at sws5.ornl.gov (Dave Sill) Date: Thu, 21 Nov 2002 13:55:54 -0500 Subject: [rt-users] could not find component for initial path '/rt2/index.html' Message-ID: <15837.11322.216218.959584@sws5.ctd.ornl.gov> [RT 2.0.15, fastcgi 2.2.12, Red Hat 7.2, MySQL 3.23.41, Apache 1.3.22 (Red Hat's build)] I'm a complete RT newbie. I installed RT and fastcgi according to the directions on fsck.com. I added: LoadModule fastcgi_module modules/mod_fastcgi.so AddModule mod_fastcgi.c AddHandler fastcgi-script fcgi FastCgiServer /usr/local/rt2/bin/mason_handler.fcgi Alias /NoAuth/images/ /usr/local/rt2/WebRT/html/NoAuth/images/ ScriptAlias / /usr/local/rt2/bin/mason_handler.fcgi/ Alias /rt2/ /usr/local/rt2/WebRT/html/ to /etc/httpd/conf/httpd.conf and restarted Apache. Then I tried to go to http://sws1.ornl.gov/rt2/, but got: could not find component for initial path '/rt2/index.html' Stack: [/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:143] [/usr/lib/perl5/site_perl/5.6.1/Class/Container.pm:216] [/usr/lib/perl5/site_perl/5.6.1/Class/Container.pm:279] [/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:192] [/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:186] [/usr/local/rt2/bin/mason_handler.fcgi:208] Apache didn't log any errors. Any ideas what's wrong? -Dave From seph at commerceflow.com Thu Nov 21 16:40:44 2002 From: seph at commerceflow.com (seph) Date: 21 Nov 2002 13:40:44 -0800 Subject: [rt-users] could not find component for initial path '/rt2/index.html' In-Reply-To: <15837.11322.216218.959584@sws5.ctd.ornl.gov> References: <15837.11322.216218.959584@sws5.ctd.ornl.gov> Message-ID: I'm not sure if it's the cause of your problem or not, but I think your fastcgi directives are wrong. You'd like to run rt as /rt2 on your server, right? Instead of: > FastCgiServer /usr/local/rt2/bin/mason_handler.fcgi > Alias /NoAuth/images/ /usr/local/rt2/WebRT/html/NoAuth/images/ > ScriptAlias / /usr/local/rt2/bin/mason_handler.fcgi/ > Alias /rt2/ /usr/local/rt2/WebRT/html/ Try: FastCgiServer /usr/local/rt2/bin/mason_handler.fcgi Alias /NoAuth/images/ /usr/local/rt2/WebRT/html/NoAuth/images/ ScriptAlias /rt2/ /usr/local/rt2/bin/mason_handler.fcgi/ seph From Fred.Purdue at Pobox.com Thu Nov 21 17:49:41 2002 From: Fred.Purdue at Pobox.com (Fred.Purdue) Date: 21 Nov 2002 17:49:41 -0500 Subject: [rt-users] MySql 'not allowed to connect to host...'] In-Reply-To: <3DDBD189.9070804@musiciansfriend.com> References: <20021120140502.29120.40267.Mailman@pallas.eruditorum.org> <3DDBD189.9070804@musiciansfriend.com> Message-ID: <1037918980.1701.14.camel@mars.deadlycheese.com> Actually Ron you're pretty close. I did set it up to allow other hosts to connect to it, but I didn't notice that you need to setup different USERS to be allowed to connect from different hosts. Once I fixed that it worked like a breeze. Fred On Wed, 2002-11-20 at 13:16, Ron Alexander wrote: > mysql.com/doc/en has pretty thorough docu for most problems. Just search > on what you think, like 'user privileges'. You will be amazed!! > -------------------------------------- > http://www.mysql.com/doc/en/Adding_users.html > > You can add new users by issuing |GRANT| statements: > > shell> mysql --user=root mysql > mysql> GRANT ALL PRIVILEGES ON *.* TO monty at localhost > -> IDENTIFIED BY 'some_pass' WITH GRANT OPTION; > mysql> GRANT ALL PRIVILEGES ON *.* TO monty@"%" > -> IDENTIFIED BY 'some_pass' WITH GRANT OPTION; > mysql> GRANT RELOAD,PROCESS ON *.* TO admin at localhost; > mysql> GRANT USAGE ON *.* TO dummy at localhost; > > These |GRANT| statements set up three new users: > > |monty| > A full superuser who can connect to the server from anywhere, but > who must use a password |'some_pass'| to do so. Note that we must > issue|GRANT| statements for both |monty at localhost| and|monty@"%"|. > If we don't add the entry with |localhost|, the anonymous user entry > for |localhost| that is created by|mysql_install_db| will take > precedence when we connect from the local host, because it has a > more specific |Host| field value and thus comes earlier in the > |user| table sort order. |admin| > A user who can connect from |localhost| without a password and who > is granted the |RELOAD| and |PROCESS| administrative privileges. > This allows the user to execute the |mysqladmin reload|, |mysqladmin > refresh|, and |mysqladmin flush-*| commands, as well as|mysqladmin > processlist| . No database-related privileges are granted. (They can > be granted later by issuing additional |GRANT| statements.) |dummy| > A user who can connect without a password, but only from the local > host. The global privileges are all set to |'N'|?the |USAGE| > privilege type allows you to create a user with no privileges. It is > assumed that you will grant database-specific privileges later. > > You can also add the same user access information directly by issuing > |INSERT| statements and then telling the server to reload the grant tables: > > -------------------------------------------------------------------------- > > > > > > > [root at helpdesk fpurdue]# mysql -u rt_user -h helpdesk rt2 > > -ppassword > > > > ERROR 1130: Host 'helpdesk.corp.newoppinc.org' is not allowed to > > connect to this MySQL server > > > > [root at helpdesk fpurdue]# mysql -u rt_user -h localhost rt2 > > -ppassword > > > > Reading table information for completion of table and column > > names > > You can turn off this feature to get a quicker startup with -A > > > > Welcome to the MySQL monitor. Commands end with ; or \g. > > [...etc] > > > >The problem isn't being able to connect to mysql from the localhost, the > >problem is connecting over the network... > > > > > > > > -- Fred.Purdue > > -- Fred.Purdue -------------- next part -------------- An HTML attachment was scrubbed... URL: From info at debian.homeunix.net Thu Nov 21 17:18:14 2002 From: info at debian.homeunix.net (Stefan Fischer) Date: Thu, 21 Nov 2002 23:18:14 +0100 (CET) Subject: [rt-users] RT3.0 alpha1 compile problem In-Reply-To: <200211211811.gALIBWHD027127@frumious.unidec.co.uk> References: <200211211811.gALIBWHD027127@frumious.unidec.co.uk> Message-ID: <21286.192.168.220.20.1037917094.squirrel@debian.homeunix.net> I have the same problem on my Debian current stable distribution on i686. Perl: 5.61 Make: 3.79.1 Kernel: 2.4.18 greetings stefan > this seems a bit strange, > trying to build the rt 3.0 alpha release on a machine that runs rt2 > quite happily > $./configure --with-www-user=nobody --with-www-group=nobody > $ make testdeps > /usr/bin/perl ./sbin/testdeps --with-mysql > I18N-COMPAT dependencies: > Can't use an undefined value as an ARRAY reference at ./sbin/testdeps line > 167. > make: *** [testdeps] Error 255 > > I can't see anything in ./sbin/testdeps to cause the problem. It looks > like > $deps{'I18N_COMPAT'} = [ _( << '.') ]; > Text::Iconv > Encode::compat 0.04 > . > > foreach my $type (keys %args) { > next unless ($type =~ /^with-(.*?)$/); > my $type = $1; > print "$type dependencies:\n"; > my @deps = (@{$deps{$type}}); > > ...which is where it falls over Any ideas? > perl is 5.6.1, make 3.79 (although I doubt this has anything to do with > it as I get > the same result issuing the command line equivalent perl script). System > is > x86 linux, running a much upgraded/customised redhat 6.2 install. > > cheers > john > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From jesse at bestpractical.com Thu Nov 21 17:12:01 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 21 Nov 2002 17:12:01 -0500 Subject: [rt-users] RT3.0 alpha1 compile problem In-Reply-To: <21286.192.168.220.20.1037917094.squirrel@debian.homeunix.net> References: <200211211811.gALIBWHD027127@frumious.unidec.co.uk> <21286.192.168.220.20.1037917094.squirrel@debian.homeunix.net> Message-ID: <20021121221201.GW17710@pallas.fsck.com> There's a typo. it will be fixed in the next release. On Thu, Nov 21, 2002 at 11:18:14PM +0100, Stefan Fischer wrote: > I have the same problem on my Debian current stable distribution on i686. > Perl: 5.61 > Make: 3.79.1 > Kernel: 2.4.18 > > greetings > stefan > > > this seems a bit strange, > > trying to build the rt 3.0 alpha release on a machine that runs rt2 > > quite happily > > $./configure --with-www-user=nobody --with-www-group=nobody > > $ make testdeps > > /usr/bin/perl ./sbin/testdeps --with-mysql > > I18N-COMPAT dependencies: > > Can't use an undefined value as an ARRAY reference at ./sbin/testdeps line > > 167. > > make: *** [testdeps] Error 255 > > > > I can't see anything in ./sbin/testdeps to cause the problem. It looks > > like > > $deps{'I18N_COMPAT'} = [ _( << '.') ]; > > Text::Iconv > > Encode::compat 0.04 > > . > > > > foreach my $type (keys %args) { > > next unless ($type =~ /^with-(.*?)$/); > > my $type = $1; > > print "$type dependencies:\n"; > > my @deps = (@{$deps{$type}}); > > > > ...which is where it falls over Any ideas? > > perl is 5.6.1, make 3.79 (although I doubt this has anything to do with > > it as I get > > the same result issuing the command line equivalent perl script). System > > is > > x86 linux, running a much upgraded/customised redhat 6.2 install. > > > > cheers > > john > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jgedeon at qualcomm.com Thu Nov 21 20:08:46 2002 From: jgedeon at qualcomm.com (John Gedeon) Date: Thu, 21 Nov 2002 17:08:46 -0800 Subject: [rt-users] Admin watchers dont get emails Message-ID: <5.1.0.14.2.20021121170724.00a8d1d8@mail1.qualcomm.com> When someone sends in an email to create a new ticket the admincc list doesnt get an email.... why is that? -- <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on your own understanding;" From shauwn at relay.boerde.de Thu Nov 21 20:24:02 2002 From: shauwn at relay.boerde.de (Frank Reppin) Date: Fri, 22 Nov 2002 02:24:02 +0100 (MET) Subject: [rt-users] Admin watchers dont get emails In-Reply-To: <5.1.0.14.2.20021121170724.00a8d1d8@mail1.qualcomm.com> Message-ID: On Thu, 21 Nov 2002, John Gedeon wrote: Hi, > When someone sends in an email to create a new ticket the admincc list > doesnt get an email.... why is that? > Do you have a working scrip for this action? ie. 'OnCreate NotifyAdminCcs with template