+ + + + + +

+<% $ticketcount %> result(s) found +

% }

From pdh at snapgear.com Sun Oct 6 22:16:29 2002 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 7 Oct 2002 12:16:29 +1000 Subject: [rt-users] number tickets returned by a search? In-Reply-To: <20021007014557.GH476@luggage> References: <20021004205717.GC886@pico.apple.com> <20021005023130.GA4191@pico.apple.com> <20021007014557.GH476@luggage> Message-ID: <20021007021629.GI476@luggage> Phil Homewood wrote: > Building on (and including) Grant's work, the attached patch > should also prevent the "Previous page" link on the first page, > and the "Next page" link on the last. Whee. And of course no sooner do I send it than I notice another bug. Unless I've busted something in my local customisations (which is quite possible), the "first page" link doesn't work at all. This patch (which is independent of the previous one) fixes that, and should allow the commented out "Goto Page" box on Search/Listing.html to work as well. Jesse:- There seems to be a bit of confusion in DBIx::SB (unless this has changed since 0.48) as to whether the first foo is number 0 or number 1 (for values of foo like "row" and "page".) I'm not sure whether making "-1" fudges in RT is ideal, or whether DBIx::SB should be whacked around the head and told to start counting from zero... the following feels wrong: FirstRow(1); # set the first row to 1 $r = FirstRow(); # oh, look. The first row is zero. -- 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 Sun Oct 6 22:21:51 2002 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 7 Oct 2002 12:21:51 +1000 Subject: [rt-users] number tickets returned by a search? In-Reply-To: <20021007021629.GI476@luggage> References: <20021004205717.GC886@pico.apple.com> <20021005023130.GA4191@pico.apple.com> <20021007014557.GH476@luggage> <20021007021629.GI476@luggage> Message-ID: <20021007022151.GJ476@luggage> Phil Homewood wrote: > This patch (which is independent of the previous one) fixes > that, and should allow the commented out "Goto Page" box on > Search/Listing.html to work as well. It's just not my day. Here's the forgotten patch. -------------- next part -------------- Index: lib/RT/Interface/Web.pm =================================================================== RCS file: /cvs/local/rt/lib/RT/Interface/Web.pm,v retrieving revision 1.1.1.4 diff -u -r1.1.1.4 Web.pm --- lib/RT/Interface/Web.pm 15 Jul 2002 01:25:46 -0000 1.1.1.4 +++ lib/RT/Interface/Web.pm 7 Oct 2002 01:53:15 -0000 @@ -485,6 +485,9 @@ elsif ( $args{ARGS}->{'GotoPage'} eq 'Prev' ) { $session{'tickets'}->PrevPage; } + elsif ( $args{ARGS}->{'GotoPage'} > 0 ) { + $session{'tickets'}->GotoPage( $args{ARGS}->{'GotoPage'} - 1 ); + } # }}} From atporter at gateway.primate.net Mon Oct 7 00:14:45 2002 From: atporter at gateway.primate.net (Aaron T Porter) Date: Sun, 6 Oct 2002 21:14:45 -0700 Subject: [rt-users] TemplateAnswers-0.3 Message-ID: <20021007041445.GC24029@gateway.primate.net> Just a quick announce for the new update of TemplateAnswers. This started as a fork off the StockAnswers package to use rt2.Templates instead of a seperate templating tree on the filesystem. I considered re-merging with the StockAnswers package, but they seem to be moving further and further away from my KISS philosophy. Tested on RT 2.0.11 and 2.0.15 using Linux & MySQL. Doesn't do anything non-RT standard, so it should run anywhere RT does. http://www.fsck.com/pub/rt/contrib/2.0/TemplateAnswers-0.3.tar.gz or http://primate.net/src/TemplateAnswers-0.3.tar.gz From freebsd at coal.sentex.ca Mon Oct 7 09:39:34 2002 From: freebsd at coal.sentex.ca (freebsd at coal.sentex.ca) Date: Mon, 7 Oct 2002 09:39:34 -0400 Subject: [rt-users] Quickly jumping to a queue In-Reply-To: References: Message-ID: <145309941672.20021007093934@sentex.net> Spake dphull at ku.edu on 04/10/2002, 21:59:56 -0500 (CDT): >> 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. > > In the version we have installed, don't have # handy, if I click on a > queue name, then click a ticket, I can return to the previous listing by > queue by clicking on the search link next to the home link. That works fine and dandy if you want to go back to the display of the queue you're in, but if you want to jump from ticket 10 in queue 1 to a general view of queue 2, that won't work. From freebsd at coal.sentex.ca Mon Oct 7 10:28:22 2002 From: freebsd at coal.sentex.ca (freebsd at coal.sentex.ca) Date: Mon, 7 Oct 2002 10:28:22 -0400 Subject: [rt-users] Quickly jumping to a queue Message-ID: <179312869873.20021007102822@sentex.net> On Sat, 5 Oct 2002 18:46:15 +0200, in sentex.lists.rt.users you wrote: >1. Put that code into WebRT/Elements/JumpToQueue (new file): > > > >2. Include it on the index.html page: > ><& /Elements/JumpToQueue &> Excellent! Thanks very much. Though since we'd like it on every page, we're sticking it in Elements/Tabs, not index.html As an aside, there /is/ a local directory for all your own modifications -- local/WebRT/html/Elements is where I stuck the JumpToQueue above, and copied Tabs into there as well. That way I don't get overwritten on an upgrade... :) From r at elhames.co.uk Mon Oct 7 11:27:46 2002 From: r at elhames.co.uk (R El -Hames) Date: Mon, 7 Oct 2002 16:27:46 +0100 Subject: [rt-users] Ticket Numbers Message-ID: <000b01c26e16$16637d70$8771840a@maximus> Hi there; Have anyone managed to implement different ticket number format; ie as per yyyymmdd-x ?? I'll be grateful for any help on that. Thanks; Roy From rt-users at rickbradley.com Mon Oct 7 11:43:46 2002 From: rt-users at rickbradley.com (Rick Bradley) Date: Mon, 7 Oct 2002 10:43:46 -0500 Subject: [rt-users] [bug report] intermittent login / sessioning problem In-Reply-To: <20020927133314.GE85484@negwo.eastcore.net> References: <20020926214809.GD74212@negwo.eastcore.net> <20020927133314.GE85484@negwo.eastcore.net> Message-ID: <20021007154346.GD70396@negwo.eastcore.net> * Rick Bradley (rt-users at rickbradley.com) [020927 08:38]: > > Bug Report Summary > > ------------------ > > Behavior Expected: Web interface should allow logins for known active > > users > > Behavior Observed: Periodically the web interface will deny logins > > for any valid user, returning a "Your username or > > password is incorrect" message. Once a sequence > > of steps is taken (described below) the problem > > disappears. The problem recurs periodically. > > Versions: RT-2.0.14 from source, Debian Linux (kernel SMP > > 2.4.19), Apache 1.3.26, MySQL 3.23.52 We were able to track down what appears to be the origin of this problem. Via the modperl list [0] (mostly off-list) we received some assistance which suggested that crypt() is indeed not reentrant, but that there is a common reentrant crypt() which some Perl's support. Following up further we found that we appear to have a reentrant crypt() that appears to be recognized by Perl but are still having the problem. Additional research turned up a problem in Linux's glibc implementation of crypt() which already has a workaround implemented for bleeding edge Perls. [1] With respect to RT I consider this issue resolved. [0] http://marc.theaimsgroup.com/?l=apache-modperl&m=103367209622204&w=2 [1] http://marc.theaimsgroup.com/?l=perl5-porters&m=103012185631309&w=2 Rick -- http://www.rickbradley.com MUPRN: 753 (59F/57F) | good little girl much random email haiku | less a sinner like you!). No | packing as of yet. From bryantac67 at yahoo.com Mon Oct 7 11:56:30 2002 From: bryantac67 at yahoo.com (Aaron Bryant) Date: Mon, 7 Oct 2002 08:56:30 -0700 (PDT) Subject: [rt-users] automatic ticket routing / assigning Message-ID: <20021007155630.49307.qmail@web21503.mail.yahoo.com> Hi all, I was just wondering if RT had a certain feature... Is it possible to have RT automatically route a ticket to a certain queue and/or owner? I know that you can setup aliases on the server with a different email address for each queue, but something else popped into my mind. Instead of having a different email address for each queue, can you just have one email address which the requestor sends to with the subject line being the name of the queue/owner? Then the tracking system reads the subject line and automatically submits the ticket to the correct queue/owner based on the subject line. Or something to this extent...has anyone done anything like this? Thanks in advance, Aaron __________________________________________________ Do you Yahoo!? Faith Hill - Exclusive Performances, Videos & More http://faith.yahoo.com From wash at wananchi.biz Mon Oct 7 12:12:23 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Mon, 7 Oct 2002 19:12:23 +0300 Subject: [rt-users] rt-2.0.15 upgrade problem Message-ID: <20021007161223.GA95815@ns2.wananchi.com> Ahoy, I have upgraded to 2.0.15 from 2.0.14 yesterday. One problem seems to come up though: When I reply to a ticket and change status to Resolved and then commit changes, the next window that comes seems to have the titles disappear, but this happens intermittently. So at some ocassion I don't see the links to Home|Search|Configuration after I resolve a ticket. One other question: After an upgrade, one has to do /opt/rt2/etc/insertdata When I upgrade from 2.0.14 to 2.0.15, is it correct understanding that I have to do ./insertdata 2.0.14 ???? 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 IPTunnel at cariaccess.com Mon Oct 7 12:28:39 2002 From: IPTunnel at cariaccess.com (IPTunnel) Date: Mon, 07 Oct 2002 12:28:39 -0400 Subject: [rt-users] auto reminder References: <20021007161223.GA95815@ns2.wananchi.com> Message-ID: <3DA1B637.5040306@cariaccess.com> hello all...i am pretty new to this..does anyone know how to make rt AutoRemind the owner when a ticket is sittign for a long time? From medawsonjr at yahoo.com Mon Oct 7 12:32:48 2002 From: medawsonjr at yahoo.com (Mark E. Dawson, Jr.) Date: Mon, 7 Oct 2002 09:32:48 -0700 (PDT) Subject: [rt-users] auto reminder In-Reply-To: <3DA1B637.5040306@cariaccess.com> Message-ID: <20021007163248.44002.qmail@web11205.mail.yahoo.com> I second that request. This is what we were missing on Siebel, and would be nice to add into RT if it is possible. --- IPTunnel wrote: > hello all...i am pretty new to this..does anyone > know how to make rt > AutoRemind the owner when a ticket is sittign for a > long time? > > _______________________________________________ > 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 __________________________________________________ Do you Yahoo!? Faith Hill - Exclusive Performances, Videos & More http://faith.yahoo.com From darren at boston.com Mon Oct 7 12:41:40 2002 From: darren at boston.com (darren chamberlain) Date: Mon, 7 Oct 2002 12:41:40 -0400 Subject: [rt-users] auto reminder In-Reply-To: <3DA1B637.5040306@cariaccess.com> References: <20021007161223.GA95815@ns2.wananchi.com> <3DA1B637.5040306@cariaccess.com> Message-ID: <20021007164140.GB10251@boston.com> * IPTunnel [2002-10-07 12:28]: > hello all...i am pretty new to this..does anyone know how to make rt > AutoRemind the owner when a ticket is sittign for a long time? Have you seen the nag script, in the RT contrib area at ? It's a good base from which to build -- set it up to search for what you're interested in, and set it to run from cron. (darren) -- There is no hell. There is only France. From russj at dimstar.net Mon Oct 7 12:47:13 2002 From: russj at dimstar.net (Russ Johnson) Date: Mon, 07 Oct 2002 09:47:13 -0700 Subject: [rt-users] Quickly jumping to a queue References: <145309941672.20021007093934@sentex.net> Message-ID: <3DA1BA91.1080608@dimstar.net> freebsd at coal.sentex.ca wrote: >That works fine and dandy if you want to go back to the display of the >queue you're in, but if you want to jump from ticket 10 in queue 1 to >a general view of queue 2, that won't work. > The "general view" as you call it, is just a search with the parameters of the Queue in question, status=open and status=new. The easiest way to get what you want is to open the list, click the "Bookmarkable URL for this list" link, and then save a bookmark in your faviorites list. You can have one for each of the queues if you want. -- -- Russ Johnson Dimension 7/Stargate Online http://www.dimstar.net Random thought #11 (Collect all 17) "Every year, back comes Spring, with nasty little birds yapping their fool heads off and the ground all mucked up with plants." - Dorothy Parker From fox-rt_users at vulpes.net Mon Oct 7 13:28:04 2002 From: fox-rt_users at vulpes.net (Jeremy Doran) Date: 07 Oct 2002 10:28:04 -0700 Subject: [rt-users] Using external databases ? Message-ID: <1034011763.24604.8.camel@pictus.engr.nominum.com> Hi there, I see on the 'Features' page for RT the following: Extensible linking system which allows you to tie tickets to each other and to external databases. (RT supports dependencies, parent-child relationships and generic relationships) However, I can't see anything in the documentation (unless I've completely missed it) on how actually to go about doing this? This particular feature has become something that we need to take advantage of, as we wish to link in another external database that will contain customer contract information to our RT database. Has anyone done this before or anything similar that could perhaps give me pointers? Thanks, -- Jeremy Doran fox at vulpes.net From bryantac67 at yahoo.com Mon Oct 7 16:54:14 2002 From: bryantac67 at yahoo.com (Aaron Bryant) Date: Mon, 7 Oct 2002 13:54:14 -0700 (PDT) Subject: [rt-users] external authentication Message-ID: <20021007205414.61820.qmail@web21510.mail.yahoo.com> Has anyone had any luck getting external authentication to work? I have a script that I want to try, and I know that you are supposed to use SetExternalAuth in config.pm. Am I supposed to define that to point to the script? When I do that, all RT says is 'Error -> You are not an authorized user.' I think a window is supposed to popup or something, and I have made changes to httpd.conf (AllowOverride AuthConfig) and .htaccess (require valid-user), but to no avail. Thanks, Aaron __________________________________________________ Do you Yahoo!? Faith Hill - Exclusive Performances, Videos & More http://faith.yahoo.com From kevinw at iserv.net Mon Oct 7 16:58:38 2002 From: kevinw at iserv.net (Kevin Welch) Date: Mon, 7 Oct 2002 16:58:38 -0400 Subject: [rt-users] auto reminder Message-ID: There is also a script that increases the priority of a ticket the closer it gets to its due date. You can use that to increment the tickets priority for the person on a daily basis, I use that as it is much less intrusive than a nagging email telling me a ticket is camped. -- Kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From grant at pico.apple.com Mon Oct 7 17:02:41 2002 From: grant at pico.apple.com (Grant Miller) Date: Mon, 7 Oct 2002 14:02:41 -0700 Subject: [rt-users] odd sorting behavior Message-ID: <20021007210241.GB8948@pico.apple.com> We're running RT 2.0.14 here and I've run across something strange going on when searching for tickets and sorting the listing by the owner. It seems to be not ordering the listing alphabetically, but rather by the numeric id of the user in the Users table. Is anyone else running into this? I searched the rt-users and rt-devel lists back to May and looked in the RT-Bugs queue on fsck.com for any mention of this, but nobody else has seen this. -Grant Miller grant at pico.apple.com Unix Systems Admin, Engineering Computer Services, Apple Computer From jsmith at structbio.vanderbilt.edu Mon Oct 7 17:10:31 2002 From: jsmith at structbio.vanderbilt.edu (Jarrod Smith) Date: Mon, 7 Oct 2002 16:10:31 -0500 (CDT) Subject: [rt-users] Problems installing with Pg In-Reply-To: Message-ID: On Fri, 4 Oct 2002, Jarrod Smith 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... I'm replying with the solution for the archives. A helpful individual sent me this info in private (Thanks Jose). The problem was apparently in the DBIx::SearchBuilder module. To fix, grab version 0.63 or later. As of this writing, these versions are not on CPAN. I installed version 0.73 from http://fsck.com/pub/rt/devel/ and now everything works as advertised. Jarrod Smith From eric.horne at std.teradyne.com Mon Oct 7 17:59:21 2002 From: eric.horne at std.teradyne.com (Eric Horne) Date: Mon, 07 Oct 2002 14:59:21 -0700 Subject: [rt-users] SelfService and Apache Authentication Message-ID: <3DA203B9.30304@std.teradyne.com> I just started using RT in a pilot mode for mangaging tasks in my group.. I'm also using it as a document review mechanism for a documentation project we're doing. Nice.. I enabled user authentication via the REMOTE_USER variable and it seems to work great for both priv and non-priv users. 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. Am I doing something wrong? Shouldn't RT strip off everything after the @? I tried manually updating the Users database so that the @ and all text after it was stripped from the Name field, and that seems to have done the trick. Are there any problems with stripping the @.* from the Name field as far as WebRT is concerned? Any idea where in the Code I should look to permanantly strip the @.* from the Name field only? Thanks for your help! -Eric From pdh at snapgear.com Mon Oct 7 19:52:58 2002 From: pdh at snapgear.com (Phil Homewood) Date: Tue, 8 Oct 2002 09:52:58 +1000 Subject: [rt-users] SelfService and Apache Authentication In-Reply-To: <3DA203B9.30304@std.teradyne.com> References: <3DA203B9.30304@std.teradyne.com> Message-ID: <20021007235258.GF462@luggage> Eric Horne wrote: > Am I doing something wrong? Shouldn't RT strip off everything after the > @? No. Otherwise it'd see eric at your.domain as the same guy as eric at some.unrelated.company. > Are there any problems with stripping the @.* from the Name field as far > as WebRT is concerned? Any idea where in the Code I should look to > permanantly strip the @.* from the Name field only? Do it the Right Way(tm): edit the CanonicalizeAddress routine in config.pm to munge *@dept.your.domain into *@your.domain. :-) -- 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 Oct 7 19:54:52 2002 From: pdh at snapgear.com (Phil Homewood) Date: Tue, 8 Oct 2002 09:54:52 +1000 Subject: [rt-users] external authentication In-Reply-To: <20021007205414.61820.qmail@web21510.mail.yahoo.com> References: <20021007205414.61820.qmail@web21510.mail.yahoo.com> Message-ID: <20021007235452.GG462@luggage> Aaron Bryant wrote: > Has anyone had any luck getting external > authentication to work? I have a script that I want > to try, and I know that you are supposed to use > SetExternalAuth in config.pm. Am I supposed to define > that to point to the script? When I do that, all RT > says is 'Error -> You are not an authorized user.' I > think a window is supposed to popup or something, and > I have made changes to httpd.conf (AllowOverride > AuthConfig) and .htaccess (require valid-user), but to > no avail. If you're requiring "valid-user" but not seeing Apache prompting you for username and password, your problem lies in your Apache config, not RT. $WebExternalAuth simply tells RT to let Apache handle the authentication. -- 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 Oct 7 19:56:26 2002 From: pdh at snapgear.com (Phil Homewood) Date: Tue, 8 Oct 2002 09:56:26 +1000 Subject: [rt-users] automatic ticket routing / assigning In-Reply-To: <20021007155630.49307.qmail@web21503.mail.yahoo.com> References: <20021007155630.49307.qmail@web21503.mail.yahoo.com> Message-ID: <20021007235626.GH462@luggage> Aaron Bryant wrote: > my mind. Instead of having a different email address > for each queue, can you just have one email address > which the requestor sends to with the subject line > being the name of the queue/owner? Then the tracking > system reads the subject line and automatically > submits the ticket to the correct queue/owner based on > the subject line. Or something to this extent...has > anyone done anything like this? Sounds like a job for procmail, with recipes delivering to rt-mailgate. Seek ye the procmail package. -- 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 eric.horne at std.teradyne.com Mon Oct 7 20:15:34 2002 From: eric.horne at std.teradyne.com (Eric Horne) Date: Mon, 07 Oct 2002 17:15:34 -0700 Subject: [rt-users] SelfService and Apache Authentication References: <3DA203B9.30304@std.teradyne.com> <20021007235258.GF462@luggage> Message-ID: <3DA223A6.9080503@std.teradyne.com> Well, Gee.. I wish I would have thought of that - the right way :) Thanks, Phil! This is exactly what I was looking for. -Eric Phil Homewood wrote: > Eric Horne wrote: > >>Am I doing something wrong? Shouldn't RT strip off everything after the >>@? > > > No. Otherwise it'd see eric at your.domain as the same guy as > eric at some.unrelated.company. > > >>Are there any problems with stripping the @.* from the Name field as far >>as WebRT is concerned? Any idea where in the Code I should look to >>permanantly strip the @.* from the Name field only? > > > Do it the Right Way(tm): edit the CanonicalizeAddress routine > in config.pm to munge *@dept.your.domain into *@your.domain. :-) From grant at pico.apple.com Mon Oct 7 23:28:54 2002 From: grant at pico.apple.com (Grant Miller) Date: Mon, 7 Oct 2002 20:28:54 -0700 Subject: [rt-users] [bug report] sorting on owner not working as expected Message-ID: <20021008032854.GA11723@pico.apple.com> Bug Report: ------------------------------ Behaivor Expected: sorting tickets by Owner should present a alphabetically ordered list. Behaivor Observed: when sorting tickets by Owner, they are sorted by the numeric id of that owner in the Users table. Versions: fresh install of RT 2.0.15, Apache 1.3.26, Perl 5.6.1, mod_perl 1.27, Debian 3.0, MySQL 3.23.49. Steps to reproduce problem: ---------------------------------- Fresh install of RT, Create 4 users in this order: george, karl, charles, mark. Set the users up with regular permissions to create and own tickets in the general queue. Log in to RT with each account (in non-alphabetical order) and create one ticket as each user. Go to the Search page, setup the search criteria with Queue = general and sort on Owner with order ascending. You should see the tickets ordered with george's ticket first, then karl's, then charles's, then mark's. Redo the search with the order descending and you'll see the list reversed. It is clearly ordering the list by the id of the owner, not the Name. mysql> select id,Name,RealName from Users; +----+-----------+----------------------+ | id | Name | RealName | +----+-----------+----------------------+ | 1 | RT_System | The RT System itself | | 2 | Nobody | Nobody in particular | | 3 | root | Enoch Root | | 4 | george | George Smith | | 5 | karl | Karl Smith | | 6 | charles | Charles Smith | | 7 | mark | Mark Smith | +----+-----------+----------------------+ I have also seen this behaivor observed on RT 2.0.14, Apache 1.3.26, Perl 5.6.1, mod_perl 1.27, Solaris 2.6, MySQL 3.32.52. -Grant Miller grant at pico.apple.com Unix Systems Admin, Engineering Computer Services, Apple Computer From jesse at bestpractical.com Mon Oct 7 23:36:14 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 7 Oct 2002 23:36:14 -0400 Subject: [rt-users] [bug report] sorting on owner not working as expected In-Reply-To: <20021008032854.GA11723@pico.apple.com> References: <20021008032854.GA11723@pico.apple.com> Message-ID: <20021008033614.GV26822@pallas.fsck.com> On Mon, Oct 07, 2002 at 08:28:54PM -0700, Grant Miller wrote: > > Bug Report: > ------------------------------ > > Behaivor Expected: sorting tickets by Owner should present a alphabetically > ordered list. > Behaivor Observed: when sorting tickets by Owner, they are sorted by the > numeric id of that owner in the Users table. > Versions: fresh install of RT 2.0.15, Apache 1.3.26, Perl 5.6.1, > mod_perl 1.27, Debian 3.0, MySQL 3.23.49. Known issue. Basically, doing anything different from what we do how would require fairly extensive retooling (RT's search system wasn't built to sort on attributes in other tables.) I'll gladly take a clean patch from someone who wants to work on this. -j -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From dmmooney at earthlink.net Tue Oct 8 10:30:37 2002 From: dmmooney at earthlink.net ( Drew Mooney) Date: Tue, 08 Oct 2002 07:30:37 -0700 Subject: [rt-users] AutoAssign plugin? Message-ID: Where does this script plug in? Do we need to customize queues, etc.? regards, Drew M. Mooney From grant at pico.apple.com Tue Oct 8 11:01:50 2002 From: grant at pico.apple.com (Grant Miller) Date: Tue, 8 Oct 2002 08:01:50 -0700 Subject: [rt-users] [bug report] sorting on owner not working as expected In-Reply-To: <20021008033614.GV26822@pallas.fsck.com> References: <20021008032854.GA11723@pico.apple.com> <20021008033614.GV26822@pallas.fsck.com> Message-ID: <20021008150150.GA15707@pico.apple.com> On Mon, Oct 07, 2002 at 11:36:14PM -0400, Jesse Vincent wrote: > > > > On Mon, Oct 07, 2002 at 08:28:54PM -0700, Grant Miller wrote: > > > > Bug Report: > > ------------------------------ > > > > Behaivor Expected: sorting tickets by Owner should present a alphabetically > > ordered list. > > Behaivor Observed: when sorting tickets by Owner, they are sorted by the > > numeric id of that owner in the Users table. > > Versions: fresh install of RT 2.0.15, Apache 1.3.26, Perl 5.6.1, > > mod_perl 1.27, Debian 3.0, MySQL 3.23.49. > > Known issue. Basically, doing anything different from what we do how > would require fairly extensive retooling (RT's search system wasn't > built to sort on attributes in other tables.) I'll gladly take a clean > patch from someone who wants to work on this. > I'd like to take a stab at it, but I don't have much time right now. Could this be something to include into RT 2.2, or is 2.1 far enough along that you wouldn't want to make this big of a change? -Grant Miller grant at pico.apple.com Unix Systems Admin, Engineering Computer Services, Apple Computer From schattev at biochem.mpg.de Tue Oct 8 11:52:57 2002 From: schattev at biochem.mpg.de (Ruben Schattevoy) Date: Tue, 08 Oct 2002 17:52:57 +0200 Subject: [rt-users] Missing Status for Tickets that cannot be resolved Message-ID: <3DA2FF59.3060302@biochem.mpg.de> which status should I asign to tickets that cannot be resolved. "Dead" seems to be reserved for garbage tickets which are ment to be deleted from the data base. Thanks From kirrily at transgaming.com Tue Oct 8 12:03:26 2002 From: kirrily at transgaming.com (Kirrily Robert) Date: Tue, 8 Oct 2002 12:03:26 -0400 Subject: [rt-users] Missing Status for Tickets that cannot be resolved In-Reply-To: <3DA2FF59.3060302@biochem.mpg.de> References: <3DA2FF59.3060302@biochem.mpg.de> Message-ID: <20021008160326.GA611@transgaming.com> On Tue, Oct 08, 2002 at 05:52:57PM +0200, Ruben Schattevoy wrote: > which status should I asign to tickets > that cannot be resolved. "Dead" seems > to be reserved for garbage tickets which > are ment to be deleted from the data base. Our installation has a keyword "Reason for closure" which contains such options as "done", "no longer required", "somebody else's problem", "can't reproduce", "insufficient resources", etc. K. From sean at zerolag.com Tue Oct 8 13:36:51 2002 From: sean at zerolag.com (Sean Byron) Date: Tue, 8 Oct 2002 10:36:51 -0700 (PDT) Subject: [rt-users] Re: Additional field in User details In-Reply-To: <20021008034002.17714.52679.Mailman@pallas.eruditorum.org> Message-ID: I think we're missing the point :) I'd like to know how to add an additional attribute to the Users table, in my case Employees, but it could as well be eye color or favorite food, and have it work. I understand that the "searchable" part is tricky - but that's not something I need right now. I just need to add an additional field that I can update via Modify.html. If anyone has any experience adding a field to the Users table, please let me know where I am going wrong. Thanks. This is repasted from my first post, but it describes what I've done so far: Hiya, I've run into a problem I can't seem to resolve. I would appreciate any help anyone can offer. I'm running RT 2.0.13. I'm looking to add an additional field to the Users table to keep track of the names of the employees that are using that username. It might sound obscure, but it's pretty important to the scheme I'm working with. --- So, I added a row for it in the database like this: mysql> alter table Users add Employees blob; mysql> insert into Users (Employees) VALUES(NULL); --- Next, I opened up User.pm and added a corresponding entry for "Employees": vi /usr/local/rt/lib/RT/User.pm my %Cols = ( # {{{ Core RT info Name => 'public/read/write/admin', Password => 'write', Comments => 'read/write/admin', Employees => 'read/write/admin', --- Next, I added this statement to Admin/Users/Modify.html to display the Employees field. and at the bottom: $Employees=> undef --- But I got the following error on that page: Mason error component stack: /Admin/Users/Modify.html [standard] /autohandler [standard] code stack: /usr/local/rt/WebRT/data/obj/STANDARD/Admin/Users/Modify.html:332 /usr/local/rt/WebRT/data/obj/STANDARD/autohandler:69 misc info: error while executing /Admin/Users/Modify.html [standard]: --- As a side note, I was able to replace the "Employees" with a previously created, but unused value. For instance - I replaced it with Creator (which was a valid field, but isn't usually displayed at all on Modify.html) and it worked fine. By the way, here's autohandler:69 68 else { 69 $m->call_next; 70 } --- I would appreciate any help on this issue. It has me greatly befuddled. Thanks. Sean Byron From mhershey at mhpcc.edu Tue Oct 8 14:42:07 2002 From: mhershey at mhpcc.edu (Michele Hershey) Date: Tue, 08 Oct 2002 08:42:07 -1000 Subject: [rt-users] Missing Status for Tickets that cannot be resolved References: <3DA2FF59.3060302@biochem.mpg.de> <20021008160326.GA611@transgaming.com> Message-ID: <3DA326FF.D4F2AE34@mhpcc.edu> The keyword is much different than the status. We have the same concern as Ruben with our installation. We have the similiar keywords at Kirrily. A status that doesn't display the tickets but allows searches to be performed on them. Kirrily Robert wrote: > On Tue, Oct 08, 2002 at 05:52:57PM +0200, Ruben Schattevoy wrote: > > which status should I asign to tickets > > that cannot be resolved. "Dead" seems > > to be reserved for garbage tickets which > > are ment to be deleted from the data base. > > Our installation has a keyword "Reason for closure" which contains such > options as "done", "no longer required", "somebody else's problem", > "can't reproduce", "insufficient resources", etc. > > K. > > _______________________________________________ > 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: mhershey.vcf Type: text/x-vcard Size: 237 bytes Desc: Card for Michele Hershey URL: From bryantac67 at yahoo.com Tue Oct 8 14:58:28 2002 From: bryantac67 at yahoo.com (Aaron Bryant) Date: Tue, 8 Oct 2002 11:58:28 -0700 (PDT) Subject: [rt-users] Cozens Statistics Package Message-ID: <20021008185828.8868.qmail@web21504.mail.yahoo.com> Hi, I am trying to get the stats package up and running, but I have run into a problem. I don't really understand all the specifics of Apache, and I am sure I am doing something wrong in the httpd.conf. There are instructions for installing the package online: http://fsck.com/rtfm/article.html?id=5#183 Are these instructions only for use with mod_perl? I tried to add the PerlHandler stuff but I get an error, I think because I am not using mod_perl. I am using fastcgi, and whenever I try to access the page, the scripts are printed out on screen instead of being processed and run. I guess the apache is not configured to recognize that stuff as perl, but I do not know how to configure this. Any help would be appreciated. Here is the relevant part of my conf file: ---- LoadModule fastcgi_module /usr/lib/apache/mod_fastcgi.so AddModule mod_fastcgi.c Alias /NoAuth/images/rt.jpg /heap/rt/WebRT/html/NoAuth/images/rt.jpg #Alias /rt2/stats /heap/rt/WebRT/stats AddHandler fastcgi-script fcgi FastCgiServer /heap/rt/bin/mason_handler.fcgi ScriptAlias /rt2 /heap/rt/bin/mason_handler.fcgi/ ---- I added that alias for stats in order to get apache to see it in the right place, but I don't know if that's the way to go. Thanks, Aaron __________________________________________________ Do you Yahoo!? Faith Hill - Exclusive Performances, Videos & More http://faith.yahoo.com From eric at rain.org Tue Oct 8 17:37:03 2002 From: eric at rain.org (Eric McDonald) Date: Tue, 8 Oct 2002 14:37:03 -0700 (PDT) Subject: [rt-users] Errors when creating a ticket Message-ID: Hi: I'm trying to create a test request in a queue and I'm getting the following errors in the log: [Tue Oct 8 21:32:24 2002] [err]: RT::Ticket=HASH(0x109114c) ->Create couldn't set EffectiveId: No value sent to _Set! [Tue Oct 8 21:32:24 2002] [error]: WebRT: () [Tue Oct 8 21:32:49 2002] [err]: RT::Ticket=HASH(0x113fe10) ->Create couldn't set EffectiveId: No value sent to _Set! Do you know would could cause this? I did import all of my old transactions from an RT 1.x installation. Eric McDonald Systems Admin, RAIN Network From dmmooney at earthlink.net Tue Oct 8 21:22:41 2002 From: dmmooney at earthlink.net (Drew Mooney) Date: Tue, 8 Oct 2002 20:22:41 -0500 Subject: [rt-users] AutoAssign? Message-ID: <000001c26f32$5da5cc70$0c0a0a0a@ftw.mot.com> Where should I install the AutoAssign plugin? Does anything other than queue list require customization? I tried invoking AutoAssign.pm from the command line to see what would happen, and it complained about not being able to find config.pm - do I need to replace the '!!RT_ETC_PATH!!' and '!!RC_LIB_PATH!!' with real pathnames? Drew M. Mooney -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Oct 8 22:43:36 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 8 Oct 2002 22:43:36 -0400 Subject: [rt-users] [bug report] sorting on owner not working as expected In-Reply-To: <20021008150150.GA15707@pico.apple.com> References: <20021008032854.GA11723@pico.apple.com> <20021008033614.GV26822@pallas.fsck.com> <20021008150150.GA15707@pico.apple.com> Message-ID: <20021009024336.GK26822@pallas.fsck.com> > > > Behaivor Expected: sorting tickets by Owner should present a alphabetically > > > ordered list. > > > > Known issue. Basically, doing anything different from what we do how > > would require fairly extensive retooling (RT's search system wasn't > > built to sort on attributes in other tables.) I'll gladly take a clean > > patch from someone who wants to work on this. > > > I'd like to take a stab at it, but I don't have much time right now. Could > this be something to include into RT 2.2, or is 2.1 far enough along that > you wouldn't want to make this big of a change? It depends on the exact nature of the patch, but it's something I'd definitely consider, especially if the patch doesn't seriously impact stability or performance of the system. [1] Best Jesse [1] Well,as ling as it doesn't negatively impact the stability or performance ;) -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From rehan at nha.co.za Wed Oct 9 05:51:39 2002 From: rehan at nha.co.za (Rehan van der Merwe) Date: Wed, 9 Oct 2002 11:51:39 +0200 Subject: [rt-users] RH 8.0 Message-ID: Hi, Has anyone upgraded or installed to RedHat 8.0? We are planning to in the next week or so, and I want to check if there are any known issues I should be aware of ... Rehan van der Merwe Neil Harvey & Associates (Pty) Ltd http://www.nha.co.za rehan at nha.co.za Tel: +27 21 6572358 Fax: +27 21 6572359 -------------- next part -------------- An HTML attachment was scrubbed... URL: From proftp_cj at kdd.de Wed Oct 9 07:05:22 2002 From: proftp_cj at kdd.de (christian janssen) Date: Wed, 09 Oct 2002 13:05:22 +0200 Subject: [rt-users] RH 8.0 In-Reply-To: Message-ID: <5.1.1.2.2.20021009120312.00a97a60@mail.kddnet.de> Hi, At the moment, IMHO, it's better not to use RH8 for Server Systems (e.g. Apache 2, PhP, ..). But I've no experience between RH8 and RT. Christian At 11:51 09.10.2002 +0200, Rehan van der Merwe wrote: >Hi, > >Has anyone upgraded or installed to RedHat 8.0? We are planning to in the >next week or so, and I want to check if there are any known issues I >should be aware of ... > >Rehan van der Merwe >Neil Harvey & Associates (Pty) Ltd >http://www.nha.co.za >rehan at nha.co.za >Tel: +27 21 6572358 >Fax: +27 21 6572359 From jdeberry at townnews.com Wed Oct 9 10:54:27 2002 From: jdeberry at townnews.com (John DeBerry) Date: Wed, 9 Oct 2002 09:54:27 -0500 Subject: [rt-users] RE: RT2 MySQL daemon CPU Load over 95% In-Reply-To: <4092060A7FC62441998AD28465E707E1074F3243@STL02MEXC11.corp.chartercom.com> Message-ID: Did anyone ever find a solution for this? We are suddenly experiencing similar problems as well. We are not using the same system setup, though (RedHat). Anyone have any ideas on where to look first? :) John DeBerry -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Gororo, Hillary Sent: Thursday, September 05, 2002 2:49 PM To: rt-users at lists.fsck.com Subject: [rt-users] RE: RT2 MySQL daemon CPU Load over 95% I am an RT2 beginner and more than often our mysqld shoots up to over 90% and does not come down at all. I am running on Solaris 8, 512M, 18GBHD with Mason v1.12 Apache 1.3.26 mod_perl 1.26 From grant at pico.apple.com Wed Oct 9 11:09:29 2002 From: grant at pico.apple.com (Grant Miller) Date: Wed, 9 Oct 2002 08:09:29 -0700 Subject: [rt-users] RE: RT2 MySQL daemon CPU Load over 95% In-Reply-To: References: <4092060A7FC62441998AD28465E707E1074F3243@STL02MEXC11.corp.chartercom.com> Message-ID: <20021009150929.GA150@pico.apple.com> On Wed, Oct 09, 2002 at 09:54:27AM -0500, John DeBerry wrote: > Did anyone ever find a solution for this? We are suddenly experiencing > similar problems as well. We are not using the same system setup, though > (RedHat). > > Anyone have any ideas on where to look first? :) > > John DeBerry Have you tried running mytop to see what MySQL is doing when it's eating up CPU time? http://public.yahoo.com/~jzawodn/mytop/ > -----Original Message----- > From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On > Behalf Of Gororo, Hillary > Sent: Thursday, September 05, 2002 2:49 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] RE: RT2 MySQL daemon CPU Load over 95% > > > I am an RT2 beginner and more than often our mysqld shoots up to over 90% > and does not come down at all. > I am running on Solaris 8, 512M, 18GBHD with > Mason v1.12 > Apache 1.3.26 > mod_perl 1.26 -Grant Miller grant at pico.apple.com Unix Systems Admin, Engineering Computer Services, Apple Computer From rt at onshore.com Wed Oct 9 11:27:19 2002 From: rt at onshore.com (Geno) Date: Wed, 9 Oct 2002 10:27:19 -0500 (CDT) Subject: [rt-users] Has anyone created reports from RT queues before? Message-ID: I sent a message earlier about this but did not get a response. Basically I need to create a monthly report showing all the tickets I have worked on so I can present it as proof that I have been doing my job. This month I ended up just printing each ticket's history to postscript, converting to pdf and then creating a cd with html on it that links to each pdf. There has to be a nicer way to do this. I am not that great with mysql besides getting it running and some minor admin'n. If I knew how to send strings to mysql I should just be able to write a script that could extract the info I need from the mysql database correct? Has anyone done this? Could someone point me in a good direction to get me coding? Thanks for your time. From j.green at ukerna.ac.uk Wed Oct 9 11:49:49 2002 From: j.green at ukerna.ac.uk (John Green) Date: Wed, 09 Oct 2002 16:49:49 +0100 Subject: [rt-users] postgres vs mysql Message-ID: <3DA4501D.6080503@ukerna.ac.uk> Hi, Various threads here, and on the website, mention that mysql is recommended as a database backend for RT rather than postgresql. Does anyone have any evidence showing why? I am particularly interested in any performance figures/anecdotes. Thanks in advance. John From bryantac67 at yahoo.com Wed Oct 9 11:57:19 2002 From: bryantac67 at yahoo.com (Aaron Bryant) Date: Wed, 9 Oct 2002 08:57:19 -0700 (PDT) Subject: [rt-users] auto add users not in db Message-ID: <20021009155719.46977.qmail@web21507.mail.yahoo.com> I have managed to configure apache to get the ExternalAuth to work, but it seems if a user is not already entered into the local db, then they login to RT anyway. Is there a hack out there that works with the ExternalAuth that checks if a user is in the local db and, if not, adds them so that they can access RT once they are authenticated? Thanks, Aaron __________________________________________________ Do you Yahoo!? Faith Hill - Exclusive Performances, Videos & More http://faith.yahoo.com From rt at netthink.co.uk Wed Oct 9 11:57:33 2002 From: rt at netthink.co.uk (Simon Cozens) Date: Wed, 9 Oct 2002 16:57:33 +0100 Subject: [rt-users] postgres vs mysql In-Reply-To: <3DA4501D.6080503@ukerna.ac.uk> References: <3DA4501D.6080503@ukerna.ac.uk> Message-ID: <20021009155733.GA14143@netthink.co.uk> John Green: > Various threads here, and on the website, mention that mysql is > recommended as a database backend for RT rather than postgresql. > > Does anyone have any evidence showing why? I am particularly interested > in any performance figures/anecdotes. Two major reasons: 1) Postgres is big, grand, and feature-complete. mysql is lightweight, fast and does just enough SQL for RT to be happy. 2) Postgres can't handle embedded nulls in binary objects, so RT has to muck about with base 64 encoding in some cases, which is slow. There's something else to do with case sensitivity but I can't remember it. -- If the code and the comments disagree, then both are probably wrong. -- Norm Schryer From bryantac67 at yahoo.com Wed Oct 9 12:02:18 2002 From: bryantac67 at yahoo.com (Aaron Bryant) Date: Wed, 9 Oct 2002 09:02:18 -0700 (PDT) Subject: [rt-users] Has anyone created reports from RT queues before? In-Reply-To: <1FFF1BA57EA8D511BE7700306E02EF28D4A7DD@ehope06.hew.us.ml.com> Message-ID: <20021009160218.48734.qmail@web21507.mail.yahoo.com> I think that is what the Cozens Statistics Package does. I have been trying to get it to work, but I have been having a problem configuring apache to work properly. http://www.fsck.com/rtfm/factoid.html?id=183 > I sent a message earlier about this but did not get > a response. > Basically I need to create a monthly report showing > all the tickets I have > worked on so I can present it as proof that I have > been doing my job. > This month I ended up just printing each ticket's > history to postscript, > converting to pdf and then creating a cd with html > on it that links to > each pdf. There has to be a nicer way to do this. > I am not that great > with mysql besides getting it running and some minor > admin'n. If I knew > how to send strings to mysql I should just be able > to write a script that > could extract the info I need from the mysql > database correct? Has anyone > done this? Could someone point me in a good > direction to get me coding? > Thanks for your time. > > _______________________________________________ > 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 > __________________________________________________ Do you Yahoo!? Faith Hill - Exclusive Performances, Videos & More http://faith.yahoo.com From hwagener at hamburg.fcb.com Wed Oct 9 12:02:49 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Wed, 9 Oct 2002 09:02:49 -0700 Subject: [rt-users] postgres vs mysql In-Reply-To: <3DA4501D.6080503@ukerna.ac.uk> Message-ID: <8F530B45-DBA0-11D6-A144-003065DC18B8@hamburg.fcb.com> Am Mittwoch, 09.10.02 um 08:49 Uhr schrieb John Green: > Hi, > > Various threads here, and on the website, mention that mysql is > recommended as a database backend for RT rather than postgresql. > > Does anyone have any evidence showing why? I am particularly > interested in any performance figures/anecdotes. > > Thanks in advance. > > John This has nothing to do with performance per se, IIRC. RT was/is traditionally designed with the MySQL backend, and thus it is in use for most installations. If You use postgres, You need to know what You are doing even more than when using MySQL, where others can give You specific advice on using it with RT. It might be the database schemas are not as well designed for postgres as for MySQL, which could lead to a performance hit. Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From jesse at bestpractical.com Wed Oct 9 12:07:41 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 9 Oct 2002 12:07:41 -0400 Subject: [rt-users] postgres vs mysql In-Reply-To: <20021009155733.GA14143@netthink.co.uk> References: <3DA4501D.6080503@ukerna.ac.uk> <20021009155733.GA14143@netthink.co.uk> Message-ID: <20021009160741.GW26822@pallas.fsck.com> > > Two major reasons: > 2) Postgres can't handle embedded nulls in binary objects, so RT has to > muck about with base 64 encoding in some cases, which is slow. Couldn't. Now that DBD::Pg supports bytea types properly, this is no longer the case. It should be changed for 3.0. > > There's something else to do with case sensitivity but I can't remember it. By default, mysql isn't case sensitive, postgresql is. > -- > If the code and the comments disagree, then both are probably wrong. > -- Norm Schryer > _______________________________________________ > 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 tknab2 at washcoll.edu Wed Oct 9 12:13:49 2002 From: tknab2 at washcoll.edu (Theodore J. Knab) Date: Wed, 9 Oct 2002 12:13:49 -0400 Subject: [rt-users] Evaluation of RT Message-ID: <20021009161349.GA19769@washcoll.edu> Today, we had presention of RT to our help-desk managers. Some of the questions we got during the presentation that I could not answer were: 1. Can we set mandatory fields that help desk people will have to enter ? Transation: We need to force our help desk people to enter information. Some manadatory fields might be phone numbers and the type of OS, or physical origin of the problem. Could all of these 'mandatory fields' be defined in a templet ? 2. How good does the automatic ticket email request work ? My boss said, that "many help desk programs talk about automatic features, but I have never seen one that worked". Translation: What types of problems does one get when users send email tickets to the queues ? Do the parsing scripts that process the new tickets need to be in a specific format ? 3. How are reports generated that I will need? Translation: I want pretty reports. Are there any good reporting tools that users from this list might recommend ? -- ********************************* *Theodore Knab * *Maryland, USA * * --------------------------- * ********************************* From rob at hooft.net Wed Oct 9 12:10:00 2002 From: rob at hooft.net (Rob Hooft) Date: Wed, 09 Oct 2002 18:10:00 +0200 Subject: [rt-users] Re: RedHat 8.0 Message-ID: <3DA454D8.1030403@hooft.net> I just completed an installation of RT2.0.15 on RH8.0. The fact that it had to be installed on a machine in our DMZ was more of a problem than the fact that it was RH8.0 (no dns, no ftp out, no ssh out,...) In fact what I did was install apache 1.3.27, but only listening on localhost:8000. And I instructed the default apache 2 server using the rewrite module to proxy the RT server to an SSL'ed name-virtual-host. Seems to work fine! Rob -- Rob W.W. Hooft || rob at hooft.net || http://www.hooft.net/people/rob/ From khera at kcilink.com Wed Oct 9 12:21:37 2002 From: khera at kcilink.com (Vivek Khera) Date: Wed, 9 Oct 2002 12:21:37 -0400 Subject: [rt-users] postgres vs mysql In-Reply-To: <20021009155733.GA14143@netthink.co.uk> References: <3DA4501D.6080503@ukerna.ac.uk> <20021009155733.GA14143@netthink.co.uk> Message-ID: <15780.22417.759519.711536@onceler.kciLink.com> >>>>> "SC" == Simon Cozens writes: SC> Two major reasons: SC> 1) Postgres is big, grand, and feature-complete. mysql is lightweight, SC> fast and does just enough SQL for RT to be happy. SC> 2) Postgres can't handle embedded nulls in binary objects, so RT has to SC> muck about with base 64 encoding in some cases, which is slow. If you've already got a postgres installation running, then use it. There's no reason to add mysql to your maintanance issues in that case. If you're starting from scratch, then either one will do, really. Personally, I use postgres since that is our standard database here. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= 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 hwagener at hamburg.fcb.com Wed Oct 9 12:32:26 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Wed, 9 Oct 2002 09:32:26 -0700 Subject: [rt-users] Evaluation of RT In-Reply-To: <20021009161349.GA19769@washcoll.edu> Message-ID: Am Mittwoch, 09.10.02 um 09:13 Uhr schrieb Theodore J. Knab: > Today, we had presention of RT to our help-desk managers. > > Some of the questions we got during the presentation that I could not > answer were: > > 1. Can we set mandatory fields that help desk people will have to > enter ? > With a little massaging of the web front end, this should be possible, I haven't done this before, but it's certainly possible. > Transation: We need to force our help desk people to enter information. > Some manadatory fields might be phone numbers and the type of OS, > or physical origin of the problem. Could all of these 'mandatory > fields' be > defined in a templet ? > os type and physical origin could be managed with key words, phone number is one field of the user/requestor data > 2. How good does the automatic ticket email request work ? > My boss said, that "many help desk programs talk about automatic > features, but I have never seen one that worked". It works without a flaw, but Your question is imprecise. Ticket creation by incoming email works. Email notification upon action on a ticket works, Lot's of stuff is possible. With the enhanced mail gateway You can even do some of the actions by email, but You'd probably need a pgp key for every one on the help desk team. (Jesse gives commercial support for the enhanced mail gateway, see www.bestpractical.com > Translation: What types of problems does one get when users send email > tickets to the queues ? Do the parsing scripts that process the new > tickets need to be in a specific format ? No, except if You use the enhanced mail gateway (which uses new pseudo headers to paerse actions - those are specific). > 3. How are reports generated that I will need? > > Translation: I want pretty reports. Are there any good > reporting tools that users from this list might recommend ? > There is the stats package, originally by simon cozens. There are some more bits and pieces in the contrib directory - one even exports parts of data to csv, so You cann feed it into excel and create manager-compatible graphs. For more details, You need to be more detailed (-; Regards, Harald -- Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg From r at elhames.co.uk Wed Oct 9 12:53:56 2002 From: r at elhames.co.uk (R El -Hames) Date: Wed, 9 Oct 2002 17:53:56 +0100 Subject: [rt-users] Non -privileged users view Message-ID: <004901c26fb4$74f0cdd0$8771840a@maximus> Is there any way of limiting the ticket details to display only create and Correspond (ie hide all comment; owner change; status and queue) from the non-privileged user view (/SelfService).... I've been playing with Ticket.pm as I feel the change need to happen there but with no success ??? Many Thanks; Roy From dupuy at sysd.com Wed Oct 9 13:37:28 2002 From: dupuy at sysd.com (Alexander Dupuy) Date: Wed, 09 Oct 2002 13:37:28 -0400 Subject: [rt-users] Missing Status for Tickets that cannot be resolved References: <20021009154001.29003.88801.Mailman@pallas.eruditorum.org> Message-ID: <3DA46958.6010007@sysd.com> Michele Hershey writes: > The keyword is [very] different [from] the status. We have the same > concern as Ruben with our installation. We have ... similar keywords > a[s] Kirrily. > A status that doesn't display the tickets but allows searches to be > performed on them. The "stalled" status generally doesn't display (unless you explicitly add it to your search). This is also true of "resolved". And of course it is possible to search on keywords. Perhaps you need to explain in more detail why using keywords to indicate whether a fix was found, or it was just decided that it wasn't worth the effort, or somebody else's bug, etc. isn't good enough? In our case, we are also using keywords to indicate that problems aren't fixed (even when the ticket is resolved), and I think the only quibble I have with this solution is that RT can't require a keyword (or use a default value) in the way it does for status. And perhaps, the ability to associate different default/allowed values of a keyword with each different status. @alex -- mailto:dupuy at sysd.com From dwarner at ctinetworks.com Wed Oct 9 16:36:14 2002 From: dwarner at ctinetworks.com (Douglas E. Warner) Date: Wed, 9 Oct 2002 16:36:14 -0400 Subject: [rt-users] StockAnswers Template Variables Message-ID: <200210091636.20550.dwarner@ctinetworks.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I'm having problems trying to figure out how to add variables like the StockAnswers module says I can to my templates. I'm not very good at Mason yet, so I appologize for not being able to read the code. The distribution says to look in README.templates for help, but I can't find that either (I'm using StockAnswers 1.0pre3). Specifically (for now), I'm trying to find variables for the requestor name and owner name. Maybe an example template for this could help as well. - -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 iD8DBQE9pJNEJV36su0A0xIRAljMAJ4wwxOlXnRHr9tM3Hp2wVjZvhCbaQCfQVOy PPpty40ufFknZSRv6JejMMA= =6LZD -----END PGP SIGNATURE----- From gonzalo at linuxaus.com Wed Oct 9 16:56:37 2002 From: gonzalo at linuxaus.com (Gonzalo Servat) Date: Thu, 10 Oct 2002 06:56:37 +1000 Subject: [rt-users] Ticket subject Message-ID: <20021009205637.GA8366@beamer.servat.com> Hi All My apologies if this has been asked before but I only just joined the list and didn't find anything in the archives. Is there any way to change the subject of tickets so that instead of showing "[domain.com #1] AutoReply ..." it shows "[queue-name #1]" (eg. [Support #1] or [Sales #1]) ?? Thanks in advance. Also, RT is awesome! I've tried many trouble-ticket systems but RT takes the prize :) Regards, Gonzalo. From rich+rt at lafferty.ca Wed Oct 9 22:32:24 2002 From: rich+rt at lafferty.ca (Rich Lafferty) Date: Wed, 9 Oct 2002 22:32:24 -0400 Subject: [rt-users] Ticket subject In-Reply-To: <20021009205637.GA8366@beamer.servat.com>; from gonzalo@linuxaus.com on Thu, Oct 10, 2002 at 06:56:37AM +1000 References: <20021009205637.GA8366@beamer.servat.com> Message-ID: <20021009223224.A20296@lafferty.ca> On Thu, Oct 10, 2002 at 06:56:37AM +1000, Gonzalo Servat wrote: > Hi All > > My apologies if this has been asked before but I only just joined the list > and didn't find anything in the archives. > > Is there any way to change the subject of tickets so that instead of > showing "[domain.com #1] AutoReply ..." it shows "[queue-name #1]" > (eg. [Support #1] or [Sales #1]) ?? That's not how RT is designed to work, and I strongly discourage changing it. The rtname in the ticket identifier is there so that your RT instance doesn't confuse other RT instances; while you may get mail from another RT that says [Support #1], you'll never get mail from them that says [linuxaus.com #1]. That said, you don't *need* to use your domain in there -- it just has to be (reasonably) unique to your site. It would take some work to have more than one per site, though. Cheers, -Rich -- Rich Lafferty --------------+----------------------------------------------- Ottawa, Ontario, Canada | Save the Pacific Northwest Tree Octopus! http://www.lafferty.ca/ | http://zapatopi.net/treeoctopus.html rich at lafferty.ca -----------+----------------------------------------------- From autrijus at autrijus.org Thu Oct 10 02:43:45 2002 From: autrijus at autrijus.org (Autrijus Tang) Date: Thu, 10 Oct 2002 14:43:45 +0800 Subject: [rt-users] Evaluation of RT In-Reply-To: <20021009161349.GA19769@washcoll.edu> References: <20021009161349.GA19769@washcoll.edu> Message-ID: <20021010064345.GB7785@not.autrijus.org> On Wed, Oct 09, 2002 at 12:13:49PM -0400, Theodore J. Knab wrote: > Today, we had presention of RT to our help-desk managers. Heya. I've been in the same situation before, and here's some possible answers... (Having never touched the 2.0.x branch, all answers are based on the experimental, 2.1.39 version of RT.) > 1. Can we set mandatory fields that help desk people will have to enter ? > Transation: We need to force our help desk people to enter information. > Some manadatory fields might be phone numbers and the type of OS, > or physical origin of the problem. Could all of these 'mandatory fields' be > defined in a templet ? Yes. This is well-defined with the per-Queue 'Custom Fields' settings, which can let you specify single-input, single-select, multiple-input and multiple-select data types are part of a ticket's data that has to be filled in. > 2. How good does the automatic ticket email request work ? > My boss said, that "many help desk programs talk about automatic > features, but I have never seen one that worked". By default, all mails that are sent to the receiving account are turned into a verbatim ticket, with all their attachment preserved. It is possible, using Scrips, to trigger different actions, assign owners, or log into some database using the UserDefined Scrip condition and action fields, which let you to utilize the full Perl language to process incoming tickets at different stage of its life. > 3. How are reports generated that I will need? See the Cozens stats package. Also because all transactions are logged in a database, anything that can generate reports based on SQL queries would be possible (and not very hard) to perform. Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From schattev at biochem.mpg.de Thu Oct 10 03:28:22 2002 From: schattev at biochem.mpg.de (Ruben Schattevoy) Date: Thu, 10 Oct 2002 09:28:22 +0200 Subject: [rt-users] Evaluation of RT References: <20021009161349.GA19769@washcoll.edu> <20021010064345.GB7785@not.autrijus.org> Message-ID: <3DA52C16.6050203@biochem.mpg.de> Autrijus Tang wrote: > >>1. Can we set mandatory fields that help desk people will have to enter ? >>Transation: We need to force our help desk people to enter information. >>Some manadatory fields might be phone numbers and the type of OS, >>or physical origin of the problem. Could all of these 'mandatory fields' be >>defined in a templet ? > > > Yes. This is well-defined with the per-Queue 'Custom Fields' settings, > which can let you specify single-input, single-select, multiple-input > and multiple-select data types are part of a ticket's data that has > to be filled in. > A related question: For my understanding, commenting a "new" ticket is quite some illogical. In almost all cases the editor will have simply forgotten do switch the ticket's status to "open". How would I configure RT to prevent editors from commenting on tickets that are still in the "new" status? From schattev at biochem.mpg.de Thu Oct 10 03:39:15 2002 From: schattev at biochem.mpg.de (Ruben Schattevoy) Date: Thu, 10 Oct 2002 09:39:15 +0200 Subject: [rt-users] Missing Status for Tickets that cannot be resolved References: <20021009154001.29003.88801.Mailman@pallas.eruditorum.org> <3DA46958.6010007@sysd.com> Message-ID: <3DA52EA3.8080207@biochem.mpg.de> Alexander Dupuy wrote: > Michele Hershey writes: > > The keyword is [very] different [from] the status. We have the same > > concern as Ruben with our installation. We have ... similar keywords > > a[s] Kirrily. > > A status that doesn't display the tickets but allows searches to be > > performed on them. > > In our case, we are also using keywords to indicate that problems aren't > fixed (even when the ticket is resolved), and I think the only quibble I > have with this solution is that RT can't require a keyword (or use a > default value) in the way it does for status. And perhaps, the ability > to associate different default/allowed values of a keyword with each > different status. > I understand that your solution works perfectly. Nevertheless I have problems in asigning the attribuite "resolved" to a ticket which is actually "dead" because it's somebody else's problem and still _not_ resolved. I would prefere a solution with one more status, say, "garbage". Then I could assign status "garbage" to tickets which where entered accidentally and assign "dead" to thouse which can't be fixed by us. Having an extra keyword indicating the reason for this ticket ending in status "dead" whould be nice, either! Ruben From schattev at biochem.mpg.de Thu Oct 10 04:48:30 2002 From: schattev at biochem.mpg.de (Ruben Schattevoy) Date: Thu, 10 Oct 2002 10:48:30 +0200 Subject: [rt-users] More an d more garbage files in ./rt2/WebRT/sessiondata Message-ID: <3DA53EDE.7030605@biochem.mpg.de> We have setup and running RT2 since about two months. Now we have discovered that about 500 files per day are created in the sessiondata directory. Aparently these files never get removed. The following output may give an idea of the kind of files which fill up the session- data directory: WebRT/sessiondata# ls -alF *adb669ef78e0b4566745e6adaebb2982* -rw------- 1 wwwrun nogroup 0 Aug 16 20:16 Apache-Session-adb669ef78e0b4566745e6adaebb2982.lock -rw------- 1 wwwrun nogroup 56 Aug 16 20:16 adb669ef78e0b4566745e6adaebb2982 Is this a bug, a failour with our local installation or is this a feature? Would it be safe to delete all these files? Thanks, Ruben From pdh at snapgear.com Thu Oct 10 05:01:11 2002 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 10 Oct 2002 19:01:11 +1000 Subject: [rt-users] Evaluation of RT In-Reply-To: <3DA52C16.6050203@biochem.mpg.de> References: <20021009161349.GA19769@washcoll.edu> <20021010064345.GB7785@not.autrijus.org> <3DA52C16.6050203@biochem.mpg.de> Message-ID: <20021010090111.GB467@luggage> Ruben Schattevoy wrote: > How would I configure RT to prevent editors from > commenting on tickets that are still in the "new" > status? Why not force the ticket into Open state when they do so? OnComment OpenTicket with template Blank OpenTicket can be found in the contrib download area. -- 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 andreas.kruthoff at softwired-inc.com Thu Oct 10 05:03:53 2002 From: andreas.kruthoff at softwired-inc.com (Andreas Kruthoff) Date: Thu, 10 Oct 2002 11:03:53 +0200 Subject: [rt-users] More an d more garbage files in ./rt2/WebRT/sessiondata In-Reply-To: <3DA53EDE.7030605@biochem.mpg.de> References: <3DA53EDE.7030605@biochem.mpg.de> Message-ID: <200210101103.53325.andreas.kruthoff@softwired-inc.com> It's documented in the README: Additionally, you should set up a cron job to remove stale session data. !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! WARNING: Don't install this cron job or run this find command if your MASON_SESSION_PATH (known in config.pm as $MasonSessionDir) points to a directory that could EVER contain any file that's not a Apache::Session datafile. !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! # Every hour, nuke session files and lockfiles that haven't been # touched in 10 hours 0 * * * * find /path/to/rt2/WebRT/sessiondata -type f -amin +600 -exec rm {} \; -andreas On Thursday 10 October 2002 10:48, Ruben Schattevoy wrote: > We have setup and running RT2 since about two > months. Now we have discovered that about 500 > files per day are created in the sessiondata > directory. Aparently these files never get > removed. The following output may give an idea > of the kind of files which fill up the session- > data directory: > > WebRT/sessiondata# ls -alF *adb669ef78e0b4566745e6adaebb2982* > -rw------- 1 wwwrun nogroup 0 Aug 16 20:16 > Apache-Session-adb669ef78e0b4566745e6adaebb2982.lock > -rw------- 1 wwwrun nogroup 56 Aug 16 20:16 > adb669ef78e0b4566745e6adaebb2982 > > Is this a bug, a failour with our local installation > or is this a feature? Would it be safe to delete > all these files? > > Thanks, > > Ruben > > _______________________________________________ > 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 alan at linerate.net Thu Oct 10 06:38:50 2002 From: alan at linerate.net (Alan Sawyer) Date: Thu, 10 Oct 2002 20:38:50 +1000 (EST) Subject: [rt-users] Users Guide? In-Reply-To: <200210101103.53325.andreas.kruthoff@softwired-inc.com> Message-ID: Hi All, Rather than reinvent the wheel does anyone know of a good users guide for RT already out there? Naturally it will have to be adapted to the situation but basically a beginners level user manual? Alan From rehan at nha.co.za Thu Oct 10 08:05:57 2002 From: rehan at nha.co.za (Rehan van der Merwe) Date: Thu, 10 Oct 2002 14:05:57 +0200 Subject: [rt-users] Users Guide? Message-ID: Hi Alan. I can forward you the one I compiled for our company. It is in Word format with screenshots etc. I adapted it from the RTFM pages and added and deleted some stuff. Let me know if you want me to send it to you. Its +/- 1.2MB in size Rehan van der Merwe > -----Original Message----- > From: Alan Sawyer [mailto:alan at linerate.net] > Sent: Thursday, October 10, 2002 12:39 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] Users Guide? > > > Hi All, > Rather than reinvent the wheel does anyone know of a good > users guide for RT already out there? Naturally it will have > to be adapted to the situation but basically a beginners > level user manual? > > Alan > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-> users > > Have you > read the FAQ? The RT FAQ Manager lives at > http://fsck.com/rtfm > From darren at boston.com Thu Oct 10 08:10:54 2002 From: darren at boston.com (darren chamberlain) Date: Thu, 10 Oct 2002 08:10:54 -0400 Subject: [rt-users] Ticket subject In-Reply-To: <20021009223224.A20296@lafferty.ca> References: <20021009205637.GA8366@beamer.servat.com> <20021009223224.A20296@lafferty.ca> Message-ID: <20021010121054.GA7616@boston.com> * Rich Lafferty [2002-10-09 22:33]: > That said, you don't *need* to use your domain in there -- it just > has to be (reasonably) unique to your site. It would take some work > to have more than one per site, though. If this is a requirement, you could use multiple, separate RT instances; each would have it's own numbering scheme and rtname. (darren) -- Unix is an operating system, OS/2 is half an operating system, Windows is a shell, and DOS is a boot partition virus. -- Peter H. Coffin From bthauvin at clearchannel.fr Thu Oct 10 08:18:35 2002 From: bthauvin at clearchannel.fr (THAUVIN Blaise (Dir. Informatique FRP)) Date: Thu, 10 Oct 2002 14:18:35 +0200 Subject: [rt-users] Users Guide? Message-ID: <870E25EC362DD6118A7400306E1260E2010D458F@33par_exchange.dauphin-affichage.com> Hi, Maybe you could send it to the list, or send a link to it. I have a small user guide too, but it is in French. Yours could be a starting point for a new, enhanced, guide blaise -----Message d'origine----- De : Rehan van der Merwe [mailto:rehan at nha.co.za] Envoy? : jeudi 10 octobre 2002 14:06 ? : rt-users at lists.fsck.com Objet : RE: [rt-users] Users Guide? Hi Alan. I can forward you the one I compiled for our company. It is in Word format with screenshots etc. I adapted it from the RTFM pages and added and deleted some stuff. Let me know if you want me to send it to you. Its +/- 1.2MB in size Rehan van der Merwe > -----Original Message----- > From: Alan Sawyer [mailto:alan at linerate.net] > Sent: Thursday, October 10, 2002 12:39 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] Users Guide? > > > Hi All, > Rather than reinvent the wheel does anyone know of a good > users guide for RT already out there? Naturally it will have > to be adapted to the situation but basically a beginners > level user manual? > > Alan > > > _______________________________________________ > 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From rehan at nha.co.za Thu Oct 10 08:32:30 2002 From: rehan at nha.co.za (Rehan van der Merwe) Date: Thu, 10 Oct 2002 14:32:30 +0200 Subject: [rt-users] Users Guide? Message-ID: Jesse, Can I send this to you for review to possibly post with the contribs?? I am afraid I dont have a spot to publish this. Rehan -----Original Message----- From: THAUVIN Blaise (Dir. Informatique FRP) [mailto:bthauvin at clearchannel.fr] Sent: Thursday, October 10, 2002 2:19 PM To: Rehan van der Merwe; rt-users at lists.fsck.com Subject: RE: [rt-users] Users Guide? Hi, Maybe you could send it to the list, or send a link to it. I have a small user guide too, but it is in French. Yours could be a starting point for a new, enhanced, guide blaise -----Message d'origine----- De : Rehan van der Merwe [mailto:rehan at nha.co.za] Envoy? : jeudi 10 octobre 2002 14:06 ? : rt-users at lists.fsck.com Objet : RE: [rt-users] Users Guide? Hi Alan. I can forward you the one I compiled for our company. It is in Word format with screenshots etc. I adapted it from the RTFM pages and added and deleted some stuff. Let me know if you want me to send it to you. Its +/- 1.2MB in size Rehan van der Merwe > -----Original Message----- > From: Alan Sawyer [mailto:alan at linerate.net] > Sent: Thursday, October 10, 2002 12:39 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] Users Guide? > > > Hi All, > Rather than reinvent the wheel does anyone know of a good > users guide for RT already out there? Naturally it will have > to be adapted to the situation but basically a beginners > level user manual? > > Alan > > > _______________________________________________ > 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From gonzalo at linuxaus.com Thu Oct 10 08:39:33 2002 From: gonzalo at linuxaus.com (Gonzalo Servat) Date: Thu, 10 Oct 2002 22:39:33 +1000 Subject: [rt-users] Users Guide? In-Reply-To: References: Message-ID: <20021010123933.GA9130@beamer.servat.com> Hi. If you can send me the document I'll put it up on a server and allow anyone to download it. Regards, Gonzalo. ++ 10/10/02 14:32 +0200 - Rehan van der Merwe: > Jesse, > > Can I send this to you for review to possibly post with the contribs?? > > I am afraid I dont have a spot to publish this. > > Rehan > > -----Original Message----- > From: THAUVIN Blaise (Dir. Informatique FRP) [mailto:bthauvin at clearchannel.fr] > Sent: Thursday, October 10, 2002 2:19 PM > To: Rehan van der Merwe; rt-users at lists.fsck.com > Subject: RE: [rt-users] Users Guide? > > > > Hi, > > Maybe you could send it to the list, or send a link to it. > I have a small user guide too, but it is in French. Yours could be a starting point for a new, enhanced, guide > > blaise > > -----Message d'origine----- > De : Rehan van der Merwe [mailto:rehan at nha.co.za] > Envoy? : jeudi 10 octobre 2002 14:06 > ? : rt-users at lists.fsck.com > Objet : RE: [rt-users] Users Guide? > > > Hi Alan. > > I can forward you the one I compiled for our company. It is in Word format with screenshots etc. > > I adapted it from the RTFM pages and added and deleted some stuff. > > Let me know if you want me to send it to you. Its +/- 1.2MB in size > > Rehan van der Merwe > > > -----Original Message----- > > From: Alan Sawyer [mailto:alan at linerate.net] > > Sent: Thursday, October 10, 2002 12:39 PM > > To: rt-users at lists.fsck.com > > Subject: [rt-users] Users Guide? > > > > > > Hi All, > > Rather than reinvent the wheel does anyone know of a good > > users guide for RT already out there? Naturally it will have > > to be adapted to the situation but basically a beginners > > level user manual? > > > > Alan > > > > > > _______________________________________________ > > 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 faide at alphacent.com Thu Oct 10 08:59:17 2002 From: faide at alphacent.com (Florent AIDE) Date: Thu, 10 Oct 2002 14:59:17 +0200 Subject: [rt-users] Users Guide? In-Reply-To: <870E25EC362DD6118A7400306E1260E2010D458F@33par_exchange.dauphin-affichage.com> References: <870E25EC362DD6118A7400306E1260E2010D458F@33par_exchange.dauphin-affichage.com> Message-ID: <200210101459.17965.faide@alphacent.com> Hello, I would also be greatly interested in the two documents you talked about (english and french) manuals. If you could put them somewhere on the www or send them directly to me I would be really grateful. Thanks in advance. AIDE Florent Alpha Centauri. Le Jeudi 10 Octobre 2002 14:18, THAUVIN Blaise (Dir. Informatique FRP) a ?crit : > Hi, > > Maybe you could send it to the list, or send a link to it. > I have a small user guide too, but it is in French. Yours could be a > starting point for a new, enhanced, guide > > blaise > > -----Message d'origine----- > De : Rehan van der Merwe [mailto:rehan at nha.co.za] > Envoy? : jeudi 10 octobre 2002 14:06 > ? : rt-users at lists.fsck.com > Objet : RE: [rt-users] Users Guide? > > > Hi Alan. > > I can forward you the one I compiled for our company. It is in Word format > with screenshots etc. > > I adapted it from the RTFM pages and added and deleted some stuff. > > Let me know if you want me to send it to you. Its +/- 1.2MB in size > > Rehan van der Merwe > > > -----Original Message----- > > From: Alan Sawyer [mailto:alan at linerate.net] > > Sent: Thursday, October 10, 2002 12:39 PM > > To: rt-users at lists.fsck.com > > Subject: [rt-users] Users Guide? > > > > > > Hi All, > > Rather than reinvent the wheel does anyone know of a good > > users guide for RT already out there? Naturally it will have > > to be adapted to the situation but basically a beginners > > level user manual? > > > > Alan > > > > > > _______________________________________________ > > 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 -- Since human beings themselves are not fully debugged yet, there will be bugs in your code no matter what you do. --Chris Mason, Zero-defects memo (quoted in Microsoft Secrets, Cusumano and Selby) From Andreas.Banze at Geodata.de Thu Oct 10 09:28:21 2002 From: Andreas.Banze at Geodata.de (Banze, Andreas) Date: Thu, 10 Oct 2002 15:28:21 +0200 Subject: [rt-users] updating RedHat 7.2 install Notes Message-ID: <1D9A340F01C29341A4C4DEDBED45B61E1905BF@srv000000002.geodata.net> > On my second try on RedHat 7.2 I finally got it to work! I added my > comments to this very useful document noted with: <>. just out of curiosity: I installed rt numerous times on redhat machines (7.2 and 7.3) and except for the perl 5.8 problem with rt3 I never needed to recompile apache or mod_perl (and even then adapting the spec-Files and using rpm -bb did the trick). Is there any specific reason why people insist that this is necessary or is this a long standing information resulting from problems with older redhats? I'm really interested in this question because the stock installation of redhat works flawless with rt2. MfG Andreas From gonzalo at linuxaus.com Thu Oct 10 09:48:21 2002 From: gonzalo at linuxaus.com (Gonzalo Servat) Date: Thu, 10 Oct 2002 23:48:21 +1000 Subject: [rt-users] How to send a resolved message but not a status changed message? Message-ID: <20021010134819.GF9130@beamer.servat.com> Hi all, again. Another quick question. Is there any way to make it so that rt2 will only send status messages when the status of a ticket changes EXCEPT when the ticket is resolved? It'd be nice if the rt2 could send just one email, the "resolved" one, not the status changed one as well. Thanks. -GS From gonzalo at linuxaus.com Thu Oct 10 10:04:10 2002 From: gonzalo at linuxaus.com (Gonzalo Servat) Date: Fri, 11 Oct 2002 00:04:10 +1000 Subject: [rt-users] Users Guide? In-Reply-To: References: Message-ID: <20021010140410.GA24929@moe.linuxaus.com> Thanks Rehan. They're now available here: http://www.linuxaus.com/WebRT%20Manual%20-%20Administration.doc (156K) http://www.linuxaus.com/WebRT%20Manual%20-%20Installation.doc (176K) http://www.linuxaus.com/WebRT%20Manual%20-%20User Guide share.doc (1.3M) Now we both feel like we've contributed to the rt2 project :-) Regards, Gonzalo. ++ 10/10/02 14:43 +0200 - Rehan van der Merwe: > Hi Gonzalo, > > I attached the Admin and Install docs too - they are pretty much mere copies of the RT/FM's, so I wouldn't really want to publish them, but maybe it is a good start for other to download and work on it some more. > > Thanks for publishing it (in advance) > > Rehan > > > -----Original Message----- > > From: Gonzalo Servat [mailto:gonzalo at linuxaus.com] > > Sent: Thursday, October 10, 2002 2:40 PM > > To: Rehan van der Merwe > > Cc: rt-users at lists.fsck.com; jesse at bestpractical.com > > Subject: Re: [rt-users] Users Guide? > > > > > > Hi. > > > > If you can send me the document I'll put it up on a server > > and allow anyone to download it. > > > > Regards, > > Gonzalo. > > > > > > ++ 10/10/02 14:32 +0200 - Rehan van der Merwe: > > > > > Jesse, > > > > > > Can I send this to you for review to possibly post with the > > contribs?? > > > > > > I am afraid I dont have a spot to publish this. > > > > > > Rehan > > > > > > -----Original Message----- > > > From: THAUVIN Blaise (Dir. Informatique FRP) > > [mailto:bthauvin at clearchannel.fr] > > > Sent: Thursday, October 10, 2002 2:19 PM > > > To: Rehan van der Merwe; rt-users at lists.fsck.com > > > Subject: RE: [rt-users] Users Guide? > > > > > > > > > > > > Hi, > > > > > > Maybe you could send it to the list, or send a link to it. > > > I have a small user guide too, but it is in French. > > Yours could be a > > > starting point for a new, enhanced, guide > > > > > > blaise > > > > > > -----Message d'origine----- > > > De : Rehan van der Merwe [mailto:rehan at nha.co.za] > > > Envoy? : jeudi 10 octobre 2002 14:06 > > > ? : rt-users at lists.fsck.com > > > Objet : RE: [rt-users] Users Guide? > > > > > > > > > Hi Alan. > > > > > > I can forward you the one I compiled for our company. > > It is in Word > > > format with screenshots etc. > > > > > > I adapted it from the RTFM pages and added and deleted > > some stuff. > > > > > > Let me know if you want me to send it to you. Its +/- > > 1.2MB in size > > > > > > Rehan van der Merwe > > > > > > > -----Original Message----- > > > > From: Alan Sawyer [mailto:alan at linerate.net] > > > > Sent: Thursday, October 10, 2002 12:39 PM > > > > To: rt-users at lists.fsck.com > > > > Subject: [rt-users] Users Guide? > > > > > > > > > > > > Hi All, > > > > Rather than reinvent the wheel does anyone know of a good > > > > users guide for RT already out there? Naturally it will have > > > > to be adapted to the situation but basically a beginners > > > > level user manual? > > > > > > > > Alan > > > > > > > > > > > > _______________________________________________ > > > > 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 Millard.Matt at principal.com Thu Oct 10 10:09:55 2002 From: Millard.Matt at principal.com (Millard, Matt) Date: Thu, 10 Oct 2002 09:09:55 -0500 Subject: [rt-users] Users Guide? Message-ID: <6201DF063335254BA0D6AA7053D10117017721FB@pfgdsmmbx006.principalusa.corp.principal.com> That last link should probably be: http://www.linuxaus.com/WebRT%20Manual%20-%20User%20Guide%20share.doc (1.3M) Matt -----Original Message----- From: Gonzalo Servat [mailto:gonzalo at linuxaus.com] Sent: Thursday, October 10, 2002 9:04 AM To: Rehan van der Merwe Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Users Guide? Thanks Rehan. They're now available here: http://www.linuxaus.com/WebRT%20Manual%20-%20Administration.doc (156K) http://www.linuxaus.com/WebRT%20Manual%20-%20Installation.doc (176K) http://www.linuxaus.com/WebRT%20Manual%20-%20User Guide share.doc (1.3M) Now we both feel like we've contributed to the rt2 project :-) Regards, Gonzalo. ++ 10/10/02 14:43 +0200 - Rehan van der Merwe: > Hi Gonzalo, > > I attached the Admin and Install docs too - they are pretty much mere copies of the RT/FM's, so I wouldn't really want to publish them, but maybe it is a good start for other to download and work on it some more. > > Thanks for publishing it (in advance) > > Rehan > > > -----Original Message----- > > From: Gonzalo Servat [mailto:gonzalo at linuxaus.com] > > Sent: Thursday, October 10, 2002 2:40 PM > > To: Rehan van der Merwe > > Cc: rt-users at lists.fsck.com; jesse at bestpractical.com > > Subject: Re: [rt-users] Users Guide? > > > > > > Hi. > > > > If you can send me the document I'll put it up on a server > > and allow anyone to download it. > > > > Regards, > > Gonzalo. > > > > > > ++ 10/10/02 14:32 +0200 - Rehan van der Merwe: > > > > > Jesse, > > > > > > Can I send this to you for review to possibly post with the > > contribs?? > > > > > > I am afraid I dont have a spot to publish this. > > > > > > Rehan > > > > > > -----Original Message----- > > > From: THAUVIN Blaise (Dir. Informatique FRP) > > [mailto:bthauvin at clearchannel.fr] > > > Sent: Thursday, October 10, 2002 2:19 PM > > > To: Rehan van der Merwe; rt-users at lists.fsck.com > > > Subject: RE: [rt-users] Users Guide? > > > > > > > > > > > > Hi, > > > > > > Maybe you could send it to the list, or send a link to it. > > > I have a small user guide too, but it is in French. > > Yours could be a > > > starting point for a new, enhanced, guide > > > > > > blaise > > > > > > -----Message d'origine----- > > > De : Rehan van der Merwe [mailto:rehan at nha.co.za] > > > Envoy? : jeudi 10 octobre 2002 14:06 > > > ? : rt-users at lists.fsck.com > > > Objet : RE: [rt-users] Users Guide? > > > > > > > > > Hi Alan. > > > > > > I can forward you the one I compiled for our company. > > It is in Word > > > format with screenshots etc. > > > > > > I adapted it from the RTFM pages and added and deleted > > some stuff. > > > > > > Let me know if you want me to send it to you. Its +/- > > 1.2MB in size > > > > > > Rehan van der Merwe > > > > > > > -----Original Message----- > > > > From: Alan Sawyer [mailto:alan at linerate.net] > > > > Sent: Thursday, October 10, 2002 12:39 PM > > > > To: rt-users at lists.fsck.com > > > > Subject: [rt-users] Users Guide? > > > > > > > > > > > > Hi All, > > > > Rather than reinvent the wheel does anyone know of a good > > > > users guide for RT already out there? Naturally it will have > > > > to be adapted to the situation but basically a beginners > > > > level user manual? > > > > > > > > Alan > > > > > > > > > > > > _______________________________________________ > > > > 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 proftp_cj at kdd.de Thu Oct 10 10:14:08 2002 From: proftp_cj at kdd.de (christian janssen) Date: Thu, 10 Oct 2002 16:14:08 +0200 Subject: [rt-users] Users Guide? In-Reply-To: <20021010140410.GA24929@moe.linuxaus.com> References: Message-ID: <5.1.1.2.2.20021010161142.00a9d4b0@mail.kddnet.de> Thanks, nice work :-) regards Chrstian At 00:04 11.10.2002 +1000, Gonzalo Servat wrote: >Thanks Rehan. > >They're now available here: > >http://www.linuxaus.com/WebRT%20Manual%20-%20Administration.doc (156K) >http://www.linuxaus.com/WebRT%20Manual%20-%20Installation.doc (176K) >http://www.linuxaus.com/WebRT%20Manual%20-%20User Guide share.doc (1.3M) > >Now we both feel like we've contributed to the rt2 project :-) > >Regards, >Gonzalo. > > >++ 10/10/02 14:43 +0200 - Rehan van der Merwe: > > > Hi Gonzalo, > > > > I attached the Admin and Install docs too - they are pretty much mere > copies of the RT/FM's, so I wouldn't really want to publish them, but > maybe it is a good start for other to download and work on it some more. > > > > Thanks for publishing it (in advance) > > > > Rehan > > > > > -----Original Message----- > > > From: Gonzalo Servat [mailto:gonzalo at linuxaus.com] > > > Sent: Thursday, October 10, 2002 2:40 PM > > > To: Rehan van der Merwe > > > Cc: rt-users at lists.fsck.com; jesse at bestpractical.com > > > Subject: Re: [rt-users] Users Guide? > > > > > > > > > Hi. > > > > > > If you can send me the document I'll put it up on a server > > > and allow anyone to download it. > > > > > > Regards, > > > Gonzalo. > > > > > > > > > ++ 10/10/02 14:32 +0200 - Rehan van der Merwe: > > > > > > > Jesse, > > > > > > > > Can I send this to you for review to possibly post with the > > > contribs?? > > > > > > > > I am afraid I dont have a spot to publish this. > > > > > > > > Rehan > > > > > > > > -----Original Message----- > > > > From: THAUVIN Blaise (Dir. Informatique FRP) > > > [mailto:bthauvin at clearchannel.fr] > > > > Sent: Thursday, October 10, 2002 2:19 PM > > > > To: Rehan van der Merwe; rt-users at lists.fsck.com > > > > Subject: RE: [rt-users] Users Guide? > > > > > > > > > > > > > > > > Hi, > > > > > > > > Maybe you could send it to the list, or send a link to it. > > > > I have a small user guide too, but it is in French. > > > Yours could be a > > > > starting point for a new, enhanced, guide > > > > > > > > blaise > > > > > > > > -----Message d'origine----- > > > > De : Rehan van der Merwe [mailto:rehan at nha.co.za] > > > > Envoy? : jeudi 10 octobre 2002 14:06 > > > > ? : rt-users at lists.fsck.com > > > > Objet : RE: [rt-users] Users Guide? > > > > > > > > > > > > Hi Alan. > > > > > > > > I can forward you the one I compiled for our company. > > > It is in Word > > > > format with screenshots etc. > > > > > > > > I adapted it from the RTFM pages and added and deleted > > > some stuff. > > > > > > > > Let me know if you want me to send it to you. Its +/- > > > 1.2MB in size > > > > > > > > Rehan van der Merwe > > > > > > > > > -----Original Message----- > > > > > From: Alan Sawyer [mailto:alan at linerate.net] > > > > > Sent: Thursday, October 10, 2002 12:39 PM > > > > > To: rt-users at lists.fsck.com > > > > > Subject: [rt-users] Users Guide? > > > > > > > > > > > > > > > Hi All, > > > > > Rather than reinvent the wheel does anyone know of a good > > > > > users guide for RT already out there? Naturally it will have > > > > > to be adapted to the situation but basically a beginners > > > > > level user manual? > > > > > > > > > > Alan > > > > > > > > > > > > > > > _______________________________________________ > > > > > 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 mgrubb at fifthvision.net Thu Oct 10 11:48:31 2002 From: mgrubb at fifthvision.net (Michael Grubb) Date: Thu, 10 Oct 2002 10:48:31 -0500 Subject: [rt-users] StockAnswers Template Variables In-Reply-To: <200210091636.20550.dwarner@ctinetworks.com> References: <200210091636.20550.dwarner@ctinetworks.com> Message-ID: <20021010104831.730c389a.mgrubb@fifthvision.net> Apologies, the README.templates file for some reason did not seem to make it into the tar ball (yep another goof, so sorry). However, I have an updated tarball that will probably make it to the fifthvision.net website this afternoon. At this time StockAnswers does not support Mason variable substitution. I do have plans to add this feature, however since we do not use it at my site it is low on my to do list. The variable substitution as it stands provides a way for you to define variables at the top of the stock answer templates and then use those variables in the body of the template. When you select a template that has variables defined, you will be prompted to enter the values, and then those values will be substituted into the template text. Both single and multiple(scalar and list) variables are supported. Here are a couple of examples. Example 1: This example shows list variable definition, and its use. *-NAMESERVERS-* The domain you are inquiring about has the following nameservers listed: *-NAMESERVERS-* __END EXAMPLE 1__ In this example we first define the variable *-NAMESERVERS-* Notice how the * in the definition appears in the first column, for now the regex will only pickup definitions that appear in the first column. Also notice how when we use *-NAMESERVERS-* that it is NOT in the first column, make sure of this as if you don't the template won't work as expected. (See Note 1) This template when chosen will cause the stockanswers module to display a form with a single field NAMESERVERS the field is a

control because 
NAMESERVERS was defined as a list variable, in this <TEXTAREA> control
you should put one value per line.  You can also see the template below,
showing where the values will be inserted, sans the variable definition lines.
Now the line that uses the *-NAMESERVERS-* variable will be substituted for the
values that were supplied by the user. So lets assume the user typed in:
ns1.somedomain.dom
ns2.somedomain.dom

The text inserted into the update box will be:

The domain you are inquiring about has the following nameservers listed:
 ns1.somedomain.dom
 ns2.somedomain.dom

__END__

One thing to note about list variable substitution is that when you use
the variable it will duplicate the entire line that the substitution is 
found on, and then substitute the value. Also you may only substitute
one *-VARIABLE-* per line. See below for a way to get around this.

Example 2: In this example we will show how to use a list variable to
substitute single values multiple times.

Given the Template:

*-PATHS-*

You may install software into the ?-PATHS-? directory,
but never the ?-PATHS-? directory.

__END TEMPLATE__

Here we define a list variable but use it as a scalar variable.
This has the effect of shifting the values off the top of the list to 
substitute the variables.  Given the user input:
/usr/local
/root

Gives the following substitution:

You may install software into the /usr/local directory,
but never the /root directory.

__END__

This gives us the ability to effectively substitute two list variables on one
line.  By defining two list variables and using one list type substitution and
one scalar type substitution it will substitute both lists on the same line.
Given the template:

*-FRUIT-*
*-COLORS-*

The *-FRUIT-* is the color ?-COLORS-?.

__END__

Given the input:
Fruit:
Apple
Orange
Watermellon

Colors:
Red
Orange
Green

You get the following output:

The Apple is the color Red.
The Orange is the color Orange.
The Watermellon is the color Green.

__END__

The thing to remember with this method is that there must be at least the
same number of values in the second list as the first list.
If this is not the case then you get ***NOVALUE*** inserted in place.

Example 3: In this example we substitute a scalar variable.

Given the template:

?-SALUTATION-?
?-NAME-?
?-TOPIC-?
?-CLOSING-?

Dear ?-SALUTATION-? ?-NAME-?,

In response to your support request regarding '?-TOPIC-?',
we would like to inform you that we are currently researching the
issue and will contact you as soon as we have more information.

Thanks for you patience and cooperation.

?-CLOSING-?,
 SomeCompany Support
 support at somecompany.dom

__END TEMPLATE__

We would be prompted for four scalar variable values (single text boxes)
Given the following input:

SALUTATION: Mr.
NAME: Somebody
TOPIC: My machine won't boot
CLOSING: Regards

Will give you the following output:

Dear Mr. Somebody,

In response to your support request regarding 'My machine won't boot',
we would like to inform you that we are currently researching the
issue and will contact you as soon as we have more information.

Thanks for you patience and cooperation.

Regards,
 SomeCompany Support
 support at somecompany.dom

__END__

Note 1:

This is a big annoyance and I plan on fixing this soon,
the people in my organization can't seem to remember this little rule,
So in the next release (Hopefully a 1.0) this will no longer be the case.
Also I'm thinking of changing the variable definition portion some,
although I will probably maintain backwards compatability or provide a script
to update the templates so no worries on this part.

Also any and all suggestions, comments, patches, are welcome.
The biggest thing holding me back from a 1.0 release is the drop down box
type interface, I would like to be able to add support for subdirectories to
it, but I really don't know how to go about it.  As I'm assuming the folks who
would want that are shying away from the javascript requirement.
Also I intend on making the popup interface a little nicer so that
the folders are a little more than just indentation.

Also the email is more or less the README.templates.
So don't sweat over not having it.  Although I will make sure that it is in the
next tarball.

Anyway let me know if I can help, or what you think,

-Micahel

On Wed, 9 Oct 2002 16:36:14 -0400
"Douglas E. Warner" <dwarner at ctinetworks.com> wrote:

> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> I'm having problems trying to figure out how to add variables like the 
> StockAnswers module says I can to my templates.  I'm not very good at Mason 
> yet, so I appologize for not being able to read the code.
> The distribution says to look in README.templates for help, but I can't find 
> that either (I'm using StockAnswers 1.0pre3).
> Specifically (for now), I'm trying to find variables for the requestor name 
> and owner name.
> Maybe an example template for this could help as well.
> 
> - -Doug
> 
> - -- 
> Douglas E. Warner    <dwarner at ctinetworks.com>     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
> 
> iD8DBQE9pJNEJV36su0A0xIRAljMAJ4wwxOlXnRHr9tM3Hp2wVjZvhCbaQCfQVOy
> PPpty40ufFknZSRv6JejMMA=
> =6LZD
> -----END PGP SIGNATURE-----
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 
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From dupuy at sysd.com  Thu Oct 10 13:02:09 2002
From: dupuy at sysd.com (Alexander Dupuy)
Date: Thu, 10 Oct 2002 13:02:09 -0400
Subject: [rt-users] Missing Status for Tickets that cannot be resolved
References: <20021010123502.27158.38587.Mailman@pallas.eruditorum.org>
Message-ID: <3DA5B291.8010709@sysd.com>

Ruben Schattevoy writes:
> I understand that your solution works perfectly. Nevertheless I
> have problems in assigning the attribute "resolved" to a ticket
> which is actually "dead" because it's somebody else's problem
> and still _not_ resolved. I would prefer a solution with one
> more status, say, "garbage". Then I could assign status "garbage"
> to tickets which where entered accidentally and assign "dead"
> to thouse which can't be fixed by us. Having an extra keyword
> indicating the reason for this ticket ending in status "dead"
> whould be nice, either!

These kinds of problems are one of the best reasons for 
internationalizing software, even if it is never localized into any 
language other than English.

It seems to me that replacing the string "resolved" in the Web and 
e-mail interfaces with "closed" would eliminate most of your objection; 
the only quibble would be that you would have to look at the keywords to 
determine if a closed ticket was closed because the problem was 
resolved, or because it couldn't be fixed by you.

If RT were internationalized, you could probably do this yourself. 
Heck, you could localize it into German, and then you would see 
"beendet" or something like that.

@alex
-- 
mailto:dupuy at sysd.com

From tzadikem at yahoo.com  Thu Oct 10 13:35:59 2002
From: tzadikem at yahoo.com (Travis Zadikem)
Date: Thu, 10 Oct 2002 10:35:59 -0700 (PDT)
Subject: [rt-users] change the order of the history
Message-ID: <20021010173559.68105.qmail@web14407.mail.yahoo.com>

I was wondering if anyone knows where I would change the order of the
history of the ticket so that all the new history is at the top of the
ticket instead of at the bottom of the ticket like it is now.

Thanks,
taz

=====
Your mind is like a parachute.  It must be open to be used effectively.

__________________________________________________
Do you Yahoo!?
Faith Hill - Exclusive Performances, Videos & More
http://faith.yahoo.com

From rt at fsckit.net  Thu Oct 10 14:56:25 2002
From: rt at fsckit.net (Tabor J. Wells)
Date: Thu, 10 Oct 2002 14:56:25 -0400
Subject: [rt-users] How to send a resolved message but not a status changed message?
In-Reply-To: <20021010134819.GF9130@beamer.servat.com>
References: <20021010134819.GF9130@beamer.servat.com>
Message-ID: <20021010185624.GD15166@fsckit.net>

On Thu, Oct 10, 2002 at 11:48:21PM +1000,
Gonzalo Servat <gonzalo at linuxaus.com> is thought to have said:

> Another quick question. Is there any way to make it so that rt2 will only
> send status messages when the status of a ticket changes EXCEPT when the
> ticket is resolved? It'd be nice if the rt2 could send just one email, the
> "resolved" one, not the status changed one as well.

You can do this with Scrips. Presumably you have one now which acts on the
OnStatus condition. If you use the OnResolve condition then you'll only get
mail sent when the status changes to resolved.

-- 
--------------------------------------------------------------------
Tabor J. Wells                                         rt at fsckit.net
Fsck It!                 Just another victim of the ambient morality

From darren at boston.com  Thu Oct 10 15:09:43 2002
From: darren at boston.com (darren chamberlain)
Date: Thu, 10 Oct 2002 15:09:43 -0400
Subject: [rt-users] change the order of the history
In-Reply-To: <20021010173559.68105.qmail@web14407.mail.yahoo.com>
References: <20021010173559.68105.qmail@web14407.mail.yahoo.com>
Message-ID: <20021010190943.GA24372@boston.com>

* Travis Zadikem <tzadikem at yahoo.com> [2002-10-10 13:38]:
> I was wondering if anyone knows where I would change the order of the
> history of the ticket so that all the new history is at the top of the
> ticket instead of at the bottom of the ticket like it is now.

Try the attached patch to WebRT/html/Tickets/Elements/ShowHistory
(against CVS).  This is untested.

(darren)

-- 
There are trivial truths and there are great Truths. The opposite of a
trival truth is obviously false. The opposite of a great Truth is also
true.
    -- Neils Bohr
-------------- next part --------------
Index: ShowHistory
===================================================================
RCS file: /raid/cvsroot/rt/webrt/Ticket/Elements/ShowHistory,v
retrieving revision 1.3
diff -c -w -d -w -u -p -r1.3 ShowHistory
--- ShowHistory	28 Jan 2002 06:01:46 -0000	1.3
+++ ShowHistory	10 Oct 2002 19:08:37 -0000
@@ -19,7 +19,8 @@
 </TABLE>
 
 <TABLE WIDTH=100% CELLSPACING=0 CELLPADDING=2 BORDER=0>
-% while (my $Transaction = $Transactions->Next) {
+% while (@Transactions) {
+% 	my $Transaction = shift @Transactions;   
 % $i++;
 %	if ($Transactions->IsLast) {
 	<a name="lasttrans"></a>
@@ -30,8 +31,11 @@
 <%INIT>
 
 my $Transactions = $Ticket->Transactions;
-my $i;
+my ($i, @Transactions);
 
+while (my $Transaction = $Transactions->Next) {
+    unshift @Transactions, $Transaction;
+}
 
 </%INIT>
 <%ARGS>

From bryantac67 at yahoo.com  Thu Oct 10 15:21:31 2002
From: bryantac67 at yahoo.com (Aaron Bryant)
Date: Thu, 10 Oct 2002 12:21:31 -0700 (PDT)
Subject: [rt-users] time/date not correct in db
Message-ID: <20021010192131.86967.qmail@web21507.mail.yahoo.com>

Hi,

I have RT installed on an s390 and when I create
tickets I noticed that none of the times are recorded
so that we can keep track of ticket times(LastUpdated,
etc).  I went into the database and I see that all of
the fields that should have the system times in them
are instead filled with garbage.  Very odd.  Any
ideas?

Thanks,
Aaron

__________________________________________________
Do you Yahoo!?
Faith Hill - Exclusive Performances, Videos & More
http://faith.yahoo.com

From eric at rain.org  Thu Oct 10 15:26:20 2002
From: eric at rain.org (Eric McDonald)
Date: Thu, 10 Oct 2002 12:26:20 -0700
Subject: [rt-users] Errors when creating a ticket
In-Reply-To: <Pine.GSO.4.44.0210081435040.9886-100000@coyote.rain.org>
Message-ID: <NGEHKBNEMFCMHFLOCNCBKEKIDOAA.eric@rain.org>

Hi:

Just FYI--when the import utility runs it also seems to assign the original
ID of the ticket to the key field set on auto_increment.  When the
auto_increment counter collides with one of these records this error is
generated.

I had to run an "alter table <table> auto_increment=<some # higher than the
amount of records>" in order to fix.

Eric

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Eric McDonald
Sent: Tuesday, October 08, 2002 2:37 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Errors when creating a ticket

Hi:

I'm trying to create a test request in a queue and I'm getting the
following errors in the log:

[Tue Oct  8 21:32:24 2002] [err]: RT::Ticket=HASH(0x109114c) ->Create
couldn't set EffectiveId: No value sent to _Set!

[Tue Oct  8 21:32:24 2002] [error]: WebRT:  ()
[Tue Oct  8 21:32:49 2002] [err]: RT::Ticket=HASH(0x113fe10) ->Create
couldn't set EffectiveId: No value sent to _Set!

Do you know would could cause this?  I did import all of my old
transactions from an RT 1.x installation.

Eric McDonald
Systems Admin, RAIN Network

_______________________________________________
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  Thu Oct 10 16:07:46 2002
From: HGororo at chartercom.com (Gororo, Hillary)
Date: Thu, 10 Oct 2002 15:07:46 -0500
Subject: [rt-users] SQL Reports - Keywords
Message-ID: <B0DF0180764CDC4888BACFD27C84125FB2FFE0@STL02MEXC11.corp.chartercom.com>

Hi Michele,
 
I am trying to write a query that will count the total number of tickets, in
a given queue that are OPEN/STALLED/RESOLVED and have a specific keyword.
 
I have the following query so far and the numbers are off.  The total count
I get for the query below does not tally up with the number I have on the
WebUI for that queue (e.g results for OPEN count below for this queue-does
not match what is on the WebUI as OPEN for that queue)  Any ideas:
 
SELECT COUNT(T.NewValue) FROM Transactions T, Queues Q WHERE Q.id='18' AND
T.NewValue='new';
 
Thanks for all the help
 
Hillary

-----Original Message-----
From: Michele Hershey [mailto:mhershey at mhpcc.edu]
Sent: Wednesday, October 09, 2002 8:42 PM
To: Gororo, Hillary
Subject: Re: [rt-users] SQL Reports - Keywords

Check this out...it may do it! 
=======

mysql> select * from ObjectKeywords where objectid =288; 
+-----+---------+---------------+------------+----------+ 
| id  | Keyword | KeywordSelect | ObjectType | ObjectId | 
+-----+---------+---------------+------------+----------+ 
| 568 |      15 |             4 | Ticket     |      288 | 
| 569 |      21 |             5 | Ticket     |      288 | 
| 570 |      47 |             6 | Ticket     |      288 | 
+-----+---------+---------------+------------+----------+ 
3 rows in set (0.00 sec)

mysql> select * from Keywords where id = 15; 
+----+---------+-------------+--------+----------+ 
| id | Name    | Description | Parent | Disabled | 
+----+---------+-------------+--------+----------+ 
| 15 | 0 - Low | NULL        |     14 |        0 | 
+----+---------+-------------+--------+----------+ 
1 row in set (0.00 sec)

mysql>

"Gororo, Hillary" wrote:

Michele,

Any luck on this.  I am trying to run a report that will count the total
number of tickets in a queue by Keyword name.  I can't seem to see the
connection btw tickets and keywords in mysql.  Do you have any ideas on
this.

Thanks 
Hillary

-----Original Message----- 
From: Michele Hershey [ mailto:mhershey at mhpcc.edu
<mailto:mhershey at mhpcc.edu> ] 
Sent: Thursday, September 05, 2002 9:56 PM 
To: RT 
Subject: [rt-users] SQL Reports - Keywords

I'm just starting to write SQL reports for an RT system that will become 
LIVE soon.

I'm stumped.  I know a query can be done on Keywords (it's available via 
the SEARCH function),but I'm failing to see the connection between the 
tickets and keywords to create a monthly report via SQL by reviewing the 
tables.

Please point me in the right direction of help or documenation.

Thanks, 
Michele

"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."

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From gonzalo at linuxaus.com  Thu Oct 10 17:55:21 2002
From: gonzalo at linuxaus.com (Gonzalo Servat)
Date: Fri, 11 Oct 2002 07:55:21 +1000
Subject: [rt-users] How to send a resolved message but not a status changed message?
In-Reply-To: <20021010185624.GD15166@fsckit.net>
Message-ID: <000001c270a7$bbef0b90$f301a8c0@apollo>

Tabor J. Wells wrote:
> You can do this with Scrips. Presumably you have one now 
> which acts on the OnStatus condition. If you use the 
> OnResolve condition then you'll only get mail sent when the 
> status changes to resolved.

Hi Tabor

Thanks for your reply.

This is how I have it setup right now and when the status changes to
resolved, the requestor gets sent 2 emails. One status changed email and
one resolved e-mail. If the status changes to open/stalled/etc, I would
like to send the normal status changed message but if the status is
resolved I'd like to send only the resolved email.

Any ideas?

-GS

From greg at dreamlabs.co.nz  Thu Oct 10 22:46:11 2002
From: greg at dreamlabs.co.nz (Greg Elisara)
Date: Fri, 11 Oct 2002 15:46:11 +1300
Subject: [rt-users] Changing Hostname on RT Host
Message-ID: <B9CCA2C3.19F3%greg@dreamlabs.co.nz>

I have RT installed a RH7.2 box. Since I installed RT, I have changed the
host/domain on that machine but the RT installation still refers to the old
host/domain ie. Originally installed when the machine was french.fries.com
but the host is now tossed.salad.com however when you go to log into RT, for
example, it still says "RT/french.fries.com Login:" on the login page.

Any ideas. Thx. Greg

From Daniel_Chace at emerson.edu  Thu Oct 10 22:56:27 2002
From: Daniel_Chace at emerson.edu (Daniel Chace)
Date: Thu, 10 Oct 2002 22:56:27 -0400
Subject: [rt-users] error on make install with insertdata on Mac OS X 10.2
Message-ID: <3C9EF6ED2D88F14E92C6D7E2D564818D018B5308@mail.emerson.edu>

Hey all,

I'm new to the list here. A co-worker pointed me over to this product and I
thought it might be useful for us. I'm trying to install this on a machine
that has Mac OS X 10.2 with perl 5.8.0. I'm running into trouble when I run
make install. Below is the output.

/usr/bin/perl -I//usr/local/rt2/etc -I//usr/local/rt2/lib
//usr/local/rt2/etc/insertdata
Global symbol "%Config" requires explicit package name at
/System/Library/Perl/darwin/lib.pm line 10.
Global symbol "%Config" requires explicit package name at
/System/Library/Perl/darwin/lib.pm line 11.
Global symbol "%Config" requires explicit package name at
/System/Library/Perl/darwin/lib.pm line 12.
Compilation failed in require at //usr/local/rt2/etc/insertdata line 10.
BEGIN failed--compilation aborted at //usr/local/rt2/etc/insertdata line 10.
make: *** [insert] Error 255

I checked the version of lib.pm to make sure it was up to date and it was. I
have tried going through the make install steps a couple of times, so I
might have some leftover data, but I'm not sure where to start.

Anyone have any ideas what my problem may be? If you haven't noticed, I'm
still sort of new to the whole compile-and-install process :-)

Thanks,

-Dan

From pdh at snapgear.com  Thu Oct 10 22:56:38 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 11 Oct 2002 12:56:38 +1000
Subject: [rt-users] Changing Hostname on RT Host
In-Reply-To: <B9CCA2C3.19F3%greg@dreamlabs.co.nz>
References: <B9CCA2C3.19F3%greg@dreamlabs.co.nz>
Message-ID: <20021011025638.GT465@luggage>

Greg Elisara wrote:
> I have RT installed a RH7.2 box. Since I installed RT, I have changed the
> host/domain on that machine but the RT installation still refers to the old
> host/domain ie. Originally installed when the machine was french.fries.com
> but the host is now tossed.salad.com however when you go to log into RT, for
> example, it still says "RT/french.fries.com Login:" on the login page.

That's $rtname from your config.pm. Note carefully the
warning in that file about changing this value.
-- 
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 tony at ics.com  Thu Oct 10 22:58:30 2002
From: tony at ics.com (Tony Aiuto)
Date: Thu, 10 Oct 2002 22:58:30 -0400
Subject: [rt-users] Changing Hostname on RT Host
Message-ID: <200210110258.WAA30101@frito>

>I have RT installed a RH7.2 box. Since I installed RT, I have changed the
>host/domain on that machine but the RT installation still refers to the old
>host/domain ie. Originally installed when the machine was french.fries.com
>but the host is now tossed.salad.com however when you go to log into RT, for
>example, it still says "RT/french.fries.com Login:" on the login page.

Sounds like you have to edit <PATH_TO_RT>/etc/config.pm
and change 2 lines

from
	$rtname ="french.fries.com";
	$Organization = "french.fries.com";
to
	$rtname ="tossed.salad.com";
	$Organization = "tossed.salad.com";

Tony Aiuto

From gonzalo at linuxaus.com  Thu Oct 10 22:58:37 2002
From: gonzalo at linuxaus.com (Gonzalo Servat)
Date: Fri, 11 Oct 2002 12:58:37 +1000
Subject: [rt-users] Changing Hostname on RT Host
In-Reply-To: <B9CCA2C3.19F3%greg@dreamlabs.co.nz>
Message-ID: <011e01c270d2$18d0dee0$2001a8c0@apollo>

Greg Elisara wrote:
> I have RT installed a RH7.2 box. Since I installed RT, I have 
> changed the host/domain on that machine but the RT 
> installation still refers to the old host/domain ie. 
> Originally installed when the machine was french.fries.com 
> but the host is now tossed.salad.com however when you go to 
> log into RT, for example, it still says "RT/french.fries.com 
> Login:" on the login page.
> 
> Any ideas. Thx. Greg

Have you edited $rtdir/etc/config.pm and changed the "rtname" ?

-GS

From greg at dreamlabs.co.nz  Thu Oct 10 23:33:26 2002
From: greg at dreamlabs.co.nz (Greg Elisara)
Date: Fri, 11 Oct 2002 16:33:26 +1300
Subject: [rt-users] Changing Hostname on RT Host
In-Reply-To: <200210110258.WAA30101@frito>
Message-ID: <B9CCADD6.19FD%greg@dreamlabs.co.nz>

I looked at that. But what I didn't do, but now has it going, was stop/start
the server. All better now.

on 11/10/02 3:58 PM, Tony Aiuto at tony at ics.com wrote:

> 
>> I have RT installed a RH7.2 box. Since I installed RT, I have changed the
>> host/domain on that machine but the RT installation still refers to the old
>> host/domain ie. Originally installed when the machine was french.fries.com
>> but the host is now tossed.salad.com however when you go to log into RT, for
>> example, it still says "RT/french.fries.com Login:" on the login page.
> 
> Sounds like you have to edit <PATH_TO_RT>/etc/config.pm
> and change 2 lines
> 
> from
> $rtname ="french.fries.com";
> $Organization = "french.fries.com";
> to
> $rtname ="tossed.salad.com";
> $Organization = "tossed.salad.com";
> 
> Tony Aiuto
> 
>

From dmmooney at earthlink.net  Thu Oct 10 23:37:22 2002
From: dmmooney at earthlink.net (Drew M. Mooney)
Date: Thu, 10 Oct 2002 22:37:22 -0500
Subject: [rt-users] Changing Hostname on RT Host
Message-ID: <002401c270d7$8818ee50$0c0a0a0a@ftw.mot.com>

Greg,

Make sure that you've changed $rtname [I'm now sure if there are any
uppercase letters in that variable - but it's one of the first things
you need to edit in /path/to/rt/etc/config.pm

The value that you set this to is what appears on the login screen just
after the 'RT/' & it's what every ticket id on your machine is
referenced to.

Email from your RT box will have [tossed.salad.com #523] in the subject
line once you've made this change AND stopped / started your apache
instance.

Recall from the README and the RTFM that changes to config.pm do NOT get
parsed until you STOP then START apache. A 'restart' or 'kill -HUP' is
not enough to trigger this action. On my box, I do this with:

# apachectl stop
	.
	.
	.
# apachectl start

HTH,

Drew M. Mooney
RT User since 12 September, 2002

Message: 9
Date: Fri, 11 Oct 2002 15:46:11 +1300
From: Greg Elisara <greg at dreamlabs.co.nz>
To: <rt-users at lists.fsck.com>
Subject: [rt-users] Changing Hostname on RT Host

I have RT installed a RH7.2 box. Since I installed RT, I have changed
the host/domain on that machine but the RT installation still refers to
the old host/domain ie. Originally installed when the machine was
french.fries.com but the host is now tossed.salad.com however when you
go to log into RT, for example, it still says "RT/french.fries.com
Login:" on the login page.

Any ideas. Thx. Greg

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From rt-id-45 at lists.lorens.org  Fri Oct 11 06:26:59 2002
From: rt-id-45 at lists.lorens.org (Lorens Kockum)
Date: Fri, 11 Oct 2002 12:26:59 +0200
Subject: [rt-users] error on make install with insertdata on Mac OS X 10.2
In-Reply-To: <3C9EF6ED2D88F14E92C6D7E2D564818D018B5308@mail.emerson.edu>
References: <3C9EF6ED2D88F14E92C6D7E2D564818D018B5308@mail.emerson.edu>
Message-ID: <20021011102659.GA23188@apex.lorens.com>

On Thu, Oct 10, 2002 at 10:56:27PM -0400, Daniel Chace wrote:
> 
> I'm new to the list here. A co-worker pointed me over to this product and I
> thought it might be useful for us. I'm trying to install this on a machine
> that has Mac OS X 10.2 with perl 5.8.0. I'm running into trouble when I run
> make install. Below is the output.

Dixit Jesse on rt-dev:

% Date: Thu, 19 Sep 2002 23:42:37 -0400
% 
% HFS+ is case preserving but not case sensitive. It'll work
% better on a UFS partition.

It seems it worked afterwards.

-- 
#include <std_disclaim.h>                          Lorens Kockum

From jim_keene63 at hotmail.com  Fri Oct 11 10:00:28 2002
From: jim_keene63 at hotmail.com (Jim Keene)
Date: Fri, 11 Oct 2002 09:00:28 -0500
Subject: [rt-users] Reply/Comment by a CC.....
Message-ID: <F99VvPdLFYxc9NUpuab00003c45@hotmail.com>

Hi,

I have read the rtfm several times now and I guess my brain is not working 
as it should this Friday.

However, I have a problem where people (not being requestors, or owners) not 
are able to respond on comments or replies that are CC:ed to them.

What addresses and ACL rights are needed for this to work ?

First I added

queue-comment:
    |"/install/rt/rt2_14/bin/rt-mailgate --queue support --action comment"

to my already existing

queue:
    |"/install/rt/rt2_14/bin/rt-mailgate --queue support --action 
correspond"

Then I added comment address under "Configuration->Queues->support->Comment 
Adress to queue-comment at myhost.com.

Then I also tried with adding global group rights for CC:s and Everybody so 
they got "CommentOnTicket and ReplyToTicket".

But I still got problems. When I recieve the CC:ed message and replies to it 
(it sets To: queue-comment at myhost.com). But I still recive a message saying:

Comment not recorded in the Subject line and the From adress is  
CorrespondAddress.not.set at dc.luth.se. I guess this is from the 
etc/config.pm/$CommentAddress=.

What should I set this to and how should I configure the system to be able 
to reply on CC:ed messages for people not having users in the RT system ? 
they don't really need to be able to add new tickets, bu I want them to be 
able to add their replies on CC:ed messages.

/Cheers,

Jim

_________________________________________________________________
Join the world?s largest e-mail service with MSN Hotmail. 
http://www.hotmail.com

From jim_keene63 at hotmail.com  Fri Oct 11 10:30:29 2002
From: jim_keene63 at hotmail.com (Jim Keene)
Date: Fri, 11 Oct 2002 09:30:29 -0500
Subject: [rt-users] Reply/Comment on a CC...
Message-ID: <F49SZqg807jR5UpsjYQ0000fd52@hotmail.com>

Hi again,

I am sorry but I thought I had set the ACL to allow "CommentOnTicket and 
ReplyToTicket" for everybody, but I had not. So now it is working. Sorry for 
that guys. But I still not get it why not the same setting for the 
pseudogroup CC not are enough ?

/Cheers,

Jim

_________________________________________________________________
Chat with friends online, try MSN Messenger: http://messenger.msn.com

From raanders at acm.org  Fri Oct 11 11:10:37 2002
From: raanders at acm.org (Roderick A. Anderson)
Date: Fri, 11 Oct 2002 08:10:37 -0700 (PDT)
Subject: [rt-users] Users Guide?
In-Reply-To: <20021010140410.GA24929@moe.linuxaus.com>
Message-ID: <Pine.LNX.4.33.0210110802420.14548-100000@main.cyber-office.net>

On Fri, 11 Oct 2002, Gonzalo Servat wrote:

> Thanks Rehan.
> 
> They're now available here:

And thanks to all for these.  I recommended and installed RT for a company
but only learned enough about it to get it working for them.  Now I've
gone to work for them (do you think they were so impressed with RT they
hired me? :-) and I'm going to have to, not only use RT, but probably
change/re-configure the setup some.  This will make it much easier.

Well the last three or four months worth of saved RT list messages will
help too so thanks to all on the list also.

Rod
-- 
  "Open Source Software - Sometimes you get more than you paid for..."

From gonzalo at linuxaus.com  Fri Oct 11 11:11:58 2002
From: gonzalo at linuxaus.com (Gonzalo Servat)
Date: Sat, 12 Oct 2002 01:11:58 +1000
Subject: [rt-users] Re: RT user guide in French
In-Reply-To: <870E25EC362DD6118A7400306E1260E2010D4596@33par_exchange.dauphin-affichage.com>
References: <870E25EC362DD6118A7400306E1260E2010D4596@33par_exchange.dauphin
 -affichage.com>
Message-ID: <7799004.1034385118@[192.168.1.243]>

On 10/10/2002 4:39 PM +0200 THAUVIN Blaise (Dir. Informatique FRP) wrote:

>
> Hi,
>
> Here is a French user guide. I am affraid it is only partially translated
> as I started to distribute it before I could finish the work and now
> everybody here knows how to use RT without any document (RT is easy to
> learn...). It is also quite company specific, but it can be a base for
> others to work on.
>
> RT3 is available in French, so I'll have to update the screenshots some
> day...
>
> You can add it to the site.

Hi Thauvin.

Thanks for that. It's now available at:

http://www.linuxaus.com/Manuel%20utilisateur%20RT.doc

-GS

From gashaw at asosa.org  Fri Oct 11 12:12:37 2002
From: gashaw at asosa.org (Gashaw Mengistu)
Date: Fri, 11 Oct 2002 12:12:37 -0400 (EDT)
Subject: [rt-users] problem creating ticket through e-mail
Message-ID: <59930.138.238.144.5.1034352757.squirrel@home.asosa.org>

Hello all,

Newbie to RT.

I have configured all the stuff but having difficulty with ticket creation
through e-mail. RT replies to my e-mail with the following:

Subject: [isas.howard.edu #17] AutoReply: Technical support

Greetings,
        This message has been automatically generated in response to the
creation of a trouble ticket regarding:
        "Technical support",
a summary of which appears below.

There is no need to reply to this message right now.  Your ticket has been
assigned an ID of [isas.howard.edu #17].

Please include the string:

[isas.howard.edu #17]

in the subject line of all future correspondence about this issue. To do so,
you may reply to this message.

But no ticket gets created in the database because I do this to look it up:

mysql> select id from Tickets;
+----+
| id |
+----+
|  1 |
|  2 |
|  3 |
|  4 |
+----+
4 rows in set (0.00 sec)

And no ticket #17. What am I doing wrong?

TIA

From jesse at bestpractical.com  Fri Oct 11 12:30:16 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 11 Oct 2002 12:30:16 -0400
Subject: [rt-users] Users Guide?
In-Reply-To: <20021010140410.GA24929@moe.linuxaus.com>
References: <FD2EC577E876CA418D08460A64646FBD0177572C@titan.nha.co.za> <20021010140410.GA24929@moe.linuxaus.com>
Message-ID: <20021011163016.GP26822@pallas.fsck.com>

These three documents have been copied into

http://fsck.com/pub/rt/contrib/2.0/

It would be great to get the changes in these docs merged back into
fsck.com/rtfm/   If anyone is interested in working on that, please
subscribe to rt-doc-workers at lists.fsck.com and start chatting. We can
get folks who need it access to edit fsck.com/rtfm

-j

On Fri, Oct 11, 2002 at 12:04:10AM +1000, Gonzalo Servat wrote:
> Thanks Rehan.
> 
> They're now available here:
> 
> http://www.linuxaus.com/WebRT%20Manual%20-%20Administration.doc (156K)
> http://www.linuxaus.com/WebRT%20Manual%20-%20Installation.doc (176K)
> http://www.linuxaus.com/WebRT%20Manual%20-%20User Guide share.doc (1.3M)
> 
> Now we both feel like we've contributed to the rt2 project :-)
> 
> Regards,
> Gonzalo.
> 
> 
> ++ 10/10/02 14:43 +0200 - Rehan van der Merwe:
> 
> > Hi Gonzalo,
> > 
> > I attached the Admin and Install docs too - they are pretty much mere copies of the RT/FM's, so I wouldn't really want to publish them, but maybe it is a good start for other to download and work on it some more.
> > 
> > Thanks for publishing it (in advance)
> > 
> > Rehan
> > 
> > > -----Original Message-----
> > > From: Gonzalo Servat [mailto:gonzalo at linuxaus.com] 
> > > Sent: Thursday, October 10, 2002 2:40 PM
> > > To: Rehan van der Merwe
> > > Cc: rt-users at lists.fsck.com; jesse at bestpractical.com
> > > Subject: Re: [rt-users] Users Guide?
> > > 
> > > 
> > > Hi.
> > > 
> > > If you can send me the document I'll put it up on a server 
> > > and allow anyone to download it.
> > > 
> > > Regards,
> > > Gonzalo.
> > > 
> > > 
> > > ++ 10/10/02 14:32 +0200 - Rehan van der Merwe:
> > > 
> > > > Jesse,
> > > >  
> > > > Can I send this to you for review to possibly post with the 
> > > contribs??
> > > >  
> > > > I am afraid I dont have a spot to publish this.
> > > >  
> > > > Rehan
> > > > 
> > > > 	-----Original Message-----
> > > > 	From: THAUVIN Blaise (Dir. Informatique FRP) 
> > > [mailto:bthauvin at clearchannel.fr] 
> > > > 	Sent: Thursday, October 10, 2002 2:19 PM
> > > > 	To: Rehan van der Merwe; rt-users at lists.fsck.com
> > > > 	Subject: RE: [rt-users] Users Guide?
> > > > 	
> > > > 	
> > > > 
> > > > 	Hi,
> > > > 
> > > > 	Maybe you could send it to the list, or send a link to it. 
> > > > 	I have a small user guide too, but it is in French. 
> > > Yours could be a 
> > > > starting point for a new, enhanced, guide
> > > > 
> > > > 	blaise
> > > > 
> > > > 	-----Message d'origine----- 
> > > > 	De : Rehan van der Merwe [mailto:rehan at nha.co.za] 
> > > > 	Envoy? : jeudi 10 octobre 2002 14:06 
> > > > 	? : rt-users at lists.fsck.com 
> > > > 	Objet : RE: [rt-users] Users Guide?
> > > > 
> > > > 
> > > > 	Hi Alan.
> > > > 
> > > > 	I can forward you the one I compiled for our company.  
> > > It is in Word 
> > > > format with screenshots etc.
> > > > 
> > > > 	I adapted it from the RTFM pages and added and deleted 
> > > some stuff.
> > > > 
> > > > 	Let me know if you want me to send it to you.  Its +/- 
> > > 1.2MB in size
> > > > 
> > > > 	Rehan van der Merwe
> > > > 
> > > > 	> -----Original Message----- 
> > > > 	> From: Alan Sawyer [mailto:alan at linerate.net] 
> > > > 	> Sent: Thursday, October 10, 2002 12:39 PM 
> > > > 	> To: rt-users at lists.fsck.com 
> > > > 	> Subject: [rt-users] Users Guide? 
> > > > 	> 
> > > > 	> 
> > > > 	> Hi All, 
> > > > 	> Rather than reinvent the wheel does anyone know of a good 
> > > > 	> users guide for RT already out there? Naturally it will have 
> > > > 	> to be adapted to the situation but basically a beginners 
> > > > 	> level user manual? 
> > > > 	> 
> > > > 	> Alan 
> > > > 	> 
> > > > 	> 
> > > > 	> _______________________________________________ 
> > > > 	> 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

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

From jesse at bestpractical.com  Fri Oct 11 12:31:30 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 11 Oct 2002 12:31:30 -0400
Subject: [rt-users] Re: RT user guide in French
In-Reply-To: <7799004.1034385118@[192.168.1.243]>
References: <870E25EC362DD6118A7400306E1260E2010D4596@33par_exchange.dauphin-affichage.com> <7799004.1034385118@[192.168.1.243]>
Message-ID: <20021011163130.GQ26822@pallas.fsck.com>

On Sat, Oct 12, 2002 at 01:11:58AM +1000, Gonzalo Servat wrote:
> >
> >Here is a French user guide. I am affraid it is only partially translated
> >as I started to distribute it before I could finish the work and now
> >everybody here knows how to use RT without any document (RT is easy to
> >learn...). It is also quite company specific, but it can be a base for
> >others to work on.

This document is now available in fsck.com/pub/rt/contrib/2.0/

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

From gashaw at asosa.org  Fri Oct 11 13:32:24 2002
From: gashaw at asosa.org (Gashaw Mengistu)
Date: Fri, 11 Oct 2002 13:32:24 -0400 (EDT)
Subject: [rt-users] problem creating ticket through e-mail
In-Reply-To: <20021011161924.GD4713@ns2.wananchi.com>
References: <59930.138.238.144.5.1034352757.squirrel@home.asosa.org>
        <20021011161924.GD4713@ns2.wananchi.com>
Message-ID: <60521.138.238.144.5.1034357544.squirrel@home.asosa.org>

This is all of my log file content:

[Thu Oct 10 16:18:15 2002] [error]: WebRT: Could not load ticket 15 ()
[Thu Oct 10 16:27:27 2002] [error]: WebRT: Could not load ticket 15 ()
[Thu Oct 10 16:27:35 2002] [error]: WebRT: Could not load ticket #15 ()
[Thu Oct 10 16:27:38 2002] [error]: WebRT: Could not load ticket 15 ()
[Thu Oct 10 17:02:38 2002] [error]: WebRT: Could not load ticket 15 ()

And I am running this on Red Hat 7.3

Any more ideas?

> * Gashaw Mengistu <gashaw at asosa.org> [20021011 19:16]: wrote:
>>
>> mysql> select id from Tickets;
>> +----+
>> | id |
>> +----+
>> |  1 |
>> |  2 |
>> |  3 |
>> |  4 |
>> +----+
>> 4 rows in set (0.00 sec)
>>
>> And no ticket #17. What am I doing wrong?
>
>
>
> If you look at /path/to/rt2/etc/config.pm for the $LogDir and go in
> there, you will find some log files which may have a clue.
>
>
>
> -Wash
>
> --
> Odhiambo Washington   <wash at wananchi.com>  "The box said 'Requires
> Wananchi Online Ltd.  www.wananchi.com      Windows 95, NT, or better,'
> Tel: +254 2 313985-9  +254 2 313922         so I installed FreeBSD."
> GSM: +254 72 743223   +254 733 744121       This sig is McQ!  :-)
>
>
> "It took me fifteen years to discover that I had no talent for writing,
> but I couldn't give up because by that time I was too famous."
> 		-- Robert Benchly

From niranjanalt at yahoo.com  Fri Oct 11 15:12:47 2002
From: niranjanalt at yahoo.com (Niranjan Patel)
Date: Fri, 11 Oct 2002 12:12:47 -0700 (PDT)
Subject: [rt-users] Re: RedHat 8.0
In-Reply-To: <3DA454D8.1030403@hooft.net>
Message-ID: <20021011191247.26709.qmail@web12906.mail.yahoo.com>

Hey I would like to know one thing 
Does the Redhat 8.0 have a mod_perl installed.
Or we need to reinstall the apache like 7.2
I am about to install RT on Redhat8.0

THanks
NIranjan

--- Rob Hooft <rob at hooft.net> wrote:
> I just completed an installation of RT2.0.15 on
> RH8.0. The fact that it 
> had to be installed on a machine in our DMZ was more
> of a problem than 
> the fact that it was RH8.0 (no dns, no ftp out, no
> ssh out,...)
> 
> In fact what I did was install apache 1.3.27, but
> only listening on 
> localhost:8000. And I instructed the default apache
> 2 server using the
> rewrite module to proxy the RT server to an SSL'ed
> name-virtual-host.
> 
> Seems to work fine!
> 
> Rob
> 
> -- 
> Rob W.W. Hooft  ||  rob at hooft.net  || 
> http://www.hooft.net/people/rob/
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm

__________________________________________________
Do you Yahoo!?
Faith Hill - Exclusive Performances, Videos & More
http://faith.yahoo.com

From rob at hooft.net  Fri Oct 11 15:18:09 2002
From: rob at hooft.net (Rob Hooft)
Date: Fri, 11 Oct 2002 21:18:09 +0200
Subject: [rt-users] Re: RedHat 8.0
References: <20021011191247.26709.qmail@web12906.mail.yahoo.com>
Message-ID: <3DA723F1.8090106@hooft.net>

Niranjan Patel wrote:
> Hey I would like to know one thing 
> Does the Redhat 8.0 have a mod_perl installed.
> Or we need to reinstall the apache like 7.2
> I am about to install RT on Redhat8.0

It's worse: RH8 has apache 2.0.40, so you need to install 1.3.27 for RT. 
OTOH, I find that mod_perl is very helpful with this.

Rob

-- 
Rob W.W. Hooft  ||  rob at hooft.net  ||  http://www.hooft.net/people/rob/

From niranjanalt at yahoo.com  Fri Oct 11 16:49:54 2002
From: niranjanalt at yahoo.com (Niranjan Patel)
Date: Fri, 11 Oct 2002 13:49:54 -0700 (PDT)
Subject: [rt-users] Re: RedHat 8.0
In-Reply-To: <3DA723F1.8090106@hooft.net>
Message-ID: <20021011204954.65958.qmail@web12903.mail.yahoo.com>

you mean RT doesn't run with Apache 2.0.40
Thanks
Niranjan

--- Rob Hooft <rob at hooft.net> wrote:
> Niranjan Patel wrote:
> > Hey I would like to know one thing 
> > Does the Redhat 8.0 have a mod_perl installed.
> > Or we need to reinstall the apache like 7.2
> > I am about to install RT on Redhat8.0
> 
> It's worse: RH8 has apache 2.0.40, so you need to
> install 1.3.27 for RT. 
> OTOH, I find that mod_perl is very helpful with
> this.
> 
> Rob
> 
> -- 
> Rob W.W. Hooft  ||  rob at hooft.net  || 
> http://www.hooft.net/people/rob/
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm

__________________________________________________
Do you Yahoo!?
Faith Hill - Exclusive Performances, Videos & More
http://faith.yahoo.com

From hadad at brturbo.com  Fri Oct 11 18:39:04 2002
From: hadad at brturbo.com (Hadad)
Date: Fri, 11 Oct 2002 19:39:04 -0300
Subject: [rt-users] Change date format
Message-ID: <16493495629.20021011193904@brturbo.com>

Hi all!

I need change the result date format --> {$Ticket->Created()}

Actually is: 2002-10-11 22:06:33

I need change to:  11-10-2002 22:06:33

How can I do this?

Thanks for any help!
--
Hadad                          mailto:hadad at brturbo.com

From pdh at snapgear.com  Sat Oct 12 00:12:58 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Sat, 12 Oct 2002 14:12:58 +1000
Subject: [rt-users] Reply/Comment on a CC...
In-Reply-To: <F49SZqg807jR5UpsjYQ0000fd52@hotmail.com>
References: <F49SZqg807jR5UpsjYQ0000fd52@hotmail.com>
Message-ID: <20021012041258.GA470@luggage>

Jim Keene wrote:
> I am sorry but I thought I had set the ACL to allow "CommentOnTicket and 
> ReplyToTicket" for everybody, but I had not. So now it is working. Sorry 
> for that guys. But I still not get it why not the same setting for the 
> pseudogroup CC not are enough ?

Because someone who is CCed on an update is not (necessarily)
a ticket CC. Unless they were one of the original CCs and you
enabled $ParseNewMessageForTicketCCs in config.pm, that is.
-- 
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 gashaw at asosa.org  Sat Oct 12 08:27:42 2002
From: gashaw at asosa.org (Gashaw Mengistu)
Date: Sat, 12 Oct 2002 08:27:42 -0400 (EDT)
Subject: [rt-users] Increased Logging
Message-ID: <36412.192.168.1.10.1034425662.squirrel@home.asosa.org>

Hey all,

I am trying to figure out why rt tells me it has created a ticket but
really didn't create it in the database. How do I make it log more so that
I can see what is really happening?

Thanks

From hadad at brturbo.com  Sat Oct 12 23:14:54 2002
From: hadad at brturbo.com (Hadad)
Date: Sun, 13 Oct 2002 00:14:54 -0300
Subject: [rt-users] GotoTicket bug ???
Message-ID: <8418055842.20021013001454@brturbo.com>

I have a user with this privileges:

- SeeQueue
- ShowTicket

When this user use the SelfService interface, he can view your owns
tickets: "Open requests" and "Closed requests"

He can create new tickets too (New request).

Until this point, all is perfect.

"But", I have a big trouble: when this user inform some ticket number
in "Goto Ticket" field, he view this ticket, doesn't matter if this
ticket is or not your!

It's a bug?
Or I forget some step?

--
Hadad                          mailto:hadad at brturbo.com

From rob at hooft.net  Sun Oct 13 00:54:16 2002
From: rob at hooft.net (Rob Hooft)
Date: Sun, 13 Oct 2002 06:54:16 +0200
Subject: [rt-users] GotoTicket bug ???
References: <8418055842.20021013001454@brturbo.com>
Message-ID: <3DA8FC78.2020508@hooft.net>

Hadad wrote:
> I have a user with this privileges:
> 
> - SeeQueue
> - ShowTicket
> 
[...]

> 
> "But", I have a big trouble: when this user inform some ticket number
> in "Goto Ticket" field, he view this ticket, doesn't matter if this
> ticket is or not your!

You granted this user "ShowTicket", so he can see all tickets.

Rob

-- 
Rob W.W. Hooft  ||  rob at hooft.net  ||  http://www.hooft.net/people/rob/

From hadad at brturbo.com  Sun Oct 13 01:46:41 2002
From: hadad at brturbo.com (Hadad)
Date: Sun, 13 Oct 2002 02:46:41 -0300
Subject: [rt-users] GotoTicket bug ???
In-Reply-To: <3DA8FC78.2020508@hooft.net>
References: <8418055842.20021013001454@brturbo.com> <3DA8FC78.2020508@hooft.net>
Message-ID: <19827163118.20021013024641@brturbo.com>

Hello Rob,

Sunday, October 13, 2002, 1:54:16 AM, you wrote:

RH> Hadad wrote:
>> I have a user with this privileges:
>> 
>> - SeeQueue
>> - ShowTicket
>> 
RH> [...]

>> 
>> "But", I have a big trouble: when this user inform some ticket number
>> in "Goto Ticket" field, he view this ticket, doesn't matter if this
>> ticket is or not your!

RH> You granted this user "ShowTicket", so he can see all tickets.

RH> Rob

If I not grant "ShowTicket" permission to this user, he cannot
see your own tickets.

I'm wrong ?

-- 
Hadad                            mailto:hadad at brturbo.com

From pdh at snapgear.com  Sun Oct 13 02:13:03 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Sun, 13 Oct 2002 16:13:03 +1000
Subject: [rt-users] GotoTicket bug ???
In-Reply-To: <19827163118.20021013024641@brturbo.com>
References: <8418055842.20021013001454@brturbo.com> <3DA8FC78.2020508@hooft.net> <19827163118.20021013024641@brturbo.com>
Message-ID: <20021013061303.GC470@luggage>

Hadad wrote:
> If I not grant "ShowTicket" permission to this user, he cannot
> see your own tickets.

Grant "ShowTicket" to the "Requestor" group, instead of to
the 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 r at elhames.co.uk  Sun Oct 13 09:23:01 2002
From: r at elhames.co.uk (R El -Hames)
Date: Sun, 13 Oct 2002 14:23:01 +0100
Subject: [rt-users] GotoTicket bug ???
References: <8418055842.20021013001454@brturbo.com> <3DA8FC78.2020508@hooft.net> <19827163118.20021013024641@brturbo.com>
Message-ID: <002401c272bb$a80c1490$54c593c3@maximus>

> Hello Rob,
> 
> Sunday, October 13, 2002, 1:54:16 AM, you wrote:
> 
> RH> Hadad wrote:
> >> I have a user with this privileges:
> >> 
> >> - SeeQueue
> >> - ShowTicket
> >> 
> RH> [...]
> 
> >> 
> >> "But", I have a big trouble: when this user inform some ticket number
> >> in "Goto Ticket" field, he view this ticket, doesn't matter if this
> >> ticket is or not your!
> 
> RH> You granted this user "ShowTicket", so he can see all tickets.
> 
> RH> Rob
> 
> If I not grant "ShowTicket" permission to this user, he cannot
> see your own tickets.
> 
> I'm wrong ?
You are not wrong here (I think:) ; you problem maybe is to do with Everyone group permissions; what are they set to??

Roy

> 
> -- 
> Hadad                            mailto:hadad at brturbo.com
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>

From hadad at brturbo.com  Sun Oct 13 10:50:21 2002
From: hadad at brturbo.com (Hadad)
Date: Sun, 13 Oct 2002 11:50:21 -0300
Subject: [rt-users] GotoTicket bug ???
In-Reply-To: <002401c272bb$a80c1490$54c593c3@maximus>
References: <8418055842.20021013001454@brturbo.com>
 <3DA8FC78.2020508@hooft.net> <19827163118.20021013024641@brturbo.com>
 <002401c272bb$a80c1490$54c593c3@maximus>
Message-ID: <11459783103.20021013115021@brturbo.com>

Hello R,

Sunday, October 13, 2002, 10:23:01 AM, you wrote:

>> Hello Rob,
>> 
>> Sunday, October 13, 2002, 1:54:16 AM, you wrote:
>> 
>> RH> Hadad wrote:
>> >> I have a user with this privileges:
>> >> 
>> >> - SeeQueue
>> >> - ShowTicket
>> >> 
>> RH> [...]
>> 
>> >> 
>> >> "But", I have a big trouble: when this user inform some ticket number
>> >> in "Goto Ticket" field, he view this ticket, doesn't matter if this
>> >> ticket is or not your!
>> 
>> RH> You granted this user "ShowTicket", so he can see all tickets.
>> 
>> RH> Rob
>> 
>> If I not grant "ShowTicket" permission to this user, he cannot
>> see your own tickets.
>> 
>> I'm wrong ?
REH> You are not wrong here (I think:) ; you problem maybe is to do with Everyone group permissions; what are they set to??

REH> Roy

Ok, my Everyone group have this permissions:

- CreateTicket
- ReplyToTicket

Thanks!
-- 
Hadad                            mailto:hadad at brturbo.com

From denis at imsltd.com  Mon Oct 14 07:29:19 2002
From: denis at imsltd.com (Denis Croombs)
Date: Mon, 14 Oct 2002 12:29:19 +0100
Subject: [rt-users] RT & Sendmail error
Message-ID: <00ef01c27374$f1c252c0$ae19bd3e@denisy2k.imsltd.com>

I am running RT 2.0.15 with RedHat 7.3, with Mysql & Sendmail, but am getting the following error when I try and send a email to the queue, every thing else works OK (so far)

----- The following addresses had permanent fatal errors -----
"|/opt/rt2/bin/rt-mailgate --queue bugs --action correspond"
    (reason: 2)
    (expanded from: bugs at support.imsltd.com)

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

Any clues

Thanks Denis Croombs

---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.384 / Virus Database: 216 - Release Date: 21/08/2002

-------------- next part --------------
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From john at frumious.unidec.co.uk  Mon Oct 14 07:36:48 2002
From: john at frumious.unidec.co.uk (dr john halewood)
Date: Mon, 14 Oct 2002 12:36:48 +0100
Subject: [rt-users] RT & Sendmail error
In-Reply-To: <00ef01c27374$f1c252c0$ae19bd3e@denisy2k.imsltd.com>
References: <00ef01c27374$f1c252c0$ae19bd3e@denisy2k.imsltd.com>
Message-ID: <200210141136.g9EBamiG020268@frumious.unidec.co.uk>

On Monday 14 October 2002 12:29 pm, Denis Croombs wrote:
>    ----- Transcript of session follows -----
> Can't do setuid
> 554 5.3.0 unknown mailer error 2

Either:
1) you haven't got suidperl install or
2) It's not setuid.

cheers
john

From fstanley at netburner.com  Mon Oct 14 12:55:21 2002
From: fstanley at netburner.com (Forrest Stanley)
Date: Mon, 14 Oct 2002 09:55:21 -0700
Subject: [rt-users] notifyOwner not working
Message-ID: <5.1.0.14.2.20021014094114.00b68128@mail.netburner.com>

I upgraded from 2-0-14 to 2-0-15 over the weekend. I also added the 
NotifyOwner script from the contrib section. (Put OwnerChange.pm file in 
/opt/rt2/lib/RT/Condition  and ran perl insert_condition.pl from 
/opt/rt2/  )While the new version seems to work great, i have run into one 
major problem. All the email that is supposed to be sent to Owner has 
stopped working. When I upgraded, i just tared my rt2 sql directory and 
untared it after the install, so I would not lost my database. My scrips 
look like this:

OnOwnerChange NotifyOwner with template Transaction ( not working )
OnComment NotifyOwnerAsComment with template AdminComment ( not working )
OnComment NotifyRequestorsAndCcs with template Transaction ( working )
OnCorrespond NotifyRequestors with template Correspondence ( working )
OnCorrespond NotifyOwner with template AdminCorrespondence ( not working )
OnCreate AutoreplyToRequestors with template Autoreply ( working )

All of the emails sent to the other users go through without a problem. I 
have tried creating new users that are owners and emailing to them, with 
the same problem. Any one have any possible solutions?
thanks,
Forrest Stanley

From fstanley at netburner.com  Mon Oct 14 13:59:20 2002
From: fstanley at netburner.com (Forrest Stanley)
Date: Mon, 14 Oct 2002 10:59:20 -0700
Subject: [rt-users] notifyOwner not working
In-Reply-To: <5.1.0.14.2.20021014094114.00b68128@mail.netburner.com>
Message-ID: <5.1.0.14.2.20021014105435.00b67758@mail.netburner.com>

Alright, i think i figured out my error. Is it true that if the owner 
changes (via web) it to himself, then rt2 will not send the email? I would 
like the program set up so that when support comes in, it can be taken by 
any queue watcher. This watcher should then start getting all 
correspondence through email. This included notification that he/she 
claimed it from the website. Is this possible without heavy mods to RT?

At 09:55 AM 10/14/2002 -0700, Forrest Stanley wrote:
>         I upgraded from 2-0-14 to 2-0-15 over the weekend. I also added 
> the NotifyOwner script from the contrib section. (Put OwnerChange.pm file 
> in /opt/rt2/lib/RT/Condition  and ran perl insert_condition.pl from 
> /opt/rt2/  )While the new version seems to work great, i have run into 
> one major problem. All the email that is supposed to be sent to Owner has 
> stopped working. When I upgraded, i just tared my rt2 sql directory and 
> untared it after the install, so I would not lost my database. My scrips 
> look like this:
>
>OnOwnerChange NotifyOwner with template Transaction ( not working )
>OnComment NotifyOwnerAsComment with template AdminComment ( not working )
>OnComment NotifyRequestorsAndCcs with template Transaction ( working )
>OnCorrespond NotifyRequestors with template Correspondence ( working )
>OnCorrespond NotifyOwner with template AdminCorrespondence ( not working )
>OnCreate AutoreplyToRequestors with template Autoreply ( working )
>
>All of the emails sent to the other users go through without a problem. I 
>have tried creating new users that are owners and emailing to them, with 
>the same problem. Any one have any possible solutions?
>thanks,
>Forrest Stanley
>
>_______________________________________________
>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 tzadikem at yahoo.com  Mon Oct 14 15:25:54 2002
From: tzadikem at yahoo.com (Travis Zadikem)
Date: Mon, 14 Oct 2002 12:25:54 -0700 (PDT)
Subject: [rt-users] Correspond script causing error
Message-ID: <20021014192554.50006.qmail@web14408.mail.yahoo.com>

I have put the following in a correspond template and now receive an
error in both the rt.log and also in sendmail.  Any ideas?

Greetings, 
An update has been made to the issue that you sent to support.
Your support issue will be updated to reflect the following:

{$Transaction->Content()}

Here is the error in the rt.log:

[Mon Oct 14 19:21:07 2002] [error]: error:    couldn't parse head;
error near:
Greetings,
An update has been made to the issue that you sent to support.
Your support issue will be updated to reflect the following:

and in my sendmail debug script:19178 >>>
19178 <<< error:    couldn't parse head; error near:
19178 <<< Greetings,
19178 <<< An update has been made to the issue that you sent to
support.
19178 <<< Your support issue will be updated to reflect the following:
19178 <<<
19178 <<< error:    couldn't parse head; error near:

=====
Your mind is like a parachute.  It must be open to be used effectively.

__________________________________________________
Do you Yahoo!?
Faith Hill - Exclusive Performances, Videos & More
http://faith.yahoo.com

From HGororo at chartercom.com  Mon Oct 14 15:31:55 2002
From: HGororo at chartercom.com (Gororo, Hillary)
Date: Mon, 14 Oct 2002 14:31:55 -0500
Subject: [rt-users] RE: MySQL and RT2 - URGENT!!!
Message-ID: <B0DF0180764CDC4888BACFD27C84125FB2FFF3@STL02MEXC11.corp.chartercom.com>

Hello,

I am trying to run a report that will give the total number of tickets in a
given queue that are 'stalled' and that have a specific keyword assigned to
them.

I have the following two queries

SELECT COUNT(*) FROM ObjectKeywords WHERE Keyword='18';

and,

SELECT COUNT(*) FROM Tickets WHERE Queue='16' AND Status='Stalled';

My task is to combine these two queries so that the result is that I can
count the number of Tickets in Queue='16' which are Stalled and have the
Keyword='18' assigned to them.

Any help will be greatly appreciated.

Thank you

Henry

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From niranjanalt at yahoo.com  Mon Oct 14 16:36:01 2002
From: niranjanalt at yahoo.com (Niranjan Patel)
Date: Mon, 14 Oct 2002 13:36:01 -0700 (PDT)
Subject: [rt-users] Error on logon
Message-ID: <20021014203601.92117.qmail@web12903.mail.yahoo.com>

Hello ererybody

I am getting the following error while login.
Any idea what is this. I have installed rt2.0.15 on
redhat 8.0. ON the brower it says internal server
error.

Niranjan

[Mon Oct 14 16:32:57 2002] [error] Can't call method
"handle_request" on an undefined value at
/usr/local/rt/bin/webmux.pl line 170.

__________________________________________________
Do you Yahoo!?
Faith Hill - Exclusive Performances, Videos & More
http://faith.yahoo.com

From pdh at snapgear.com  Mon Oct 14 19:21:38 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 15 Oct 2002 09:21:38 +1000
Subject: [rt-users] Correspond script causing error
In-Reply-To: <20021014192554.50006.qmail@web14408.mail.yahoo.com>
References: <20021014192554.50006.qmail@web14408.mail.yahoo.com>
Message-ID: <20021014232138.GC475@luggage>

Travis Zadikem wrote:
> [Mon Oct 14 19:21:07 2002] [error]: error:    couldn't parse head;
> error near:
> Greetings,

Make sure you start your template with a blank line.
-- 
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 Oct 14 19:24:00 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 15 Oct 2002 09:24:00 +1000
Subject: [rt-users] notifyOwner not working
In-Reply-To: <5.1.0.14.2.20021014105435.00b67758@mail.netburner.com>
References: <5.1.0.14.2.20021014094114.00b68128@mail.netburner.com> <5.1.0.14.2.20021014105435.00b67758@mail.netburner.com>
Message-ID: <20021014232400.GD475@luggage>

Forrest Stanley wrote:
> Alright, i think i figured out my error. Is it true that if the owner
> changes (via web) it to himself, then rt2 will not send the email?

http://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 dwindura at commverge.com  Mon Oct 14 21:58:39 2002
From: dwindura at commverge.com (Daniel Windura)
Date: Tue, 15 Oct 2002 09:58:39 +0800
Subject: [rt-users] RT & Sendmail error
References: <00ef01c27374$f1c252c0$ae19bd3e@denisy2k.imsltd.com>
Message-ID: <3DAB764F.1010903@commverge.com>

Hi,

Is the sendmail using the smrsh shell to run the rt-mailgate (i.e. you 
make a softlink of /opt/rt2/bin/rt-mailgate into /etc/smrsh dir)?  If 
yes, the error is caused by smrsh won't run a setsuid program.

I did encounter this issue before. What I did to overcome the problem is 
to remove the setuid from the rt-mailgate and put the sendmail user in 
the rt group so the rt-mailgate will be able to write into rt files.

So the steps are:

1. Remove the setuid from rt-mailgate:
    # chmod 755 /opt/rt2/bin/rt-mailgate

2. Add the sendmail user into rt group (in my case is "mail" and "rt")
    # cat /etc/group | grep rt
    rt:x:4001:mail

Hope this help.

List, any eassier solutions????

Regards,

Daniel

Denis Croombs wrote:

> I am running RT 2.0.15 with RedHat 7.3, with Mysql & Sendmail, but am 
> getting the following error when I try and send a email to the queue, 
> every thing else works OK (so far)
>
>    ----- The following addresses had permanent fatal errors -----
> "|/opt/rt2/bin/rt-mailgate --queue bugs --action correspond"
>     (reason: 2)
>     (expanded from: bugs at support.imsltd.com)
>
>    ----- Transcript of session follows -----
> Can't do setuid
> 554 5.3.0 unknown mailer error 2
>  
> Any clues
>  
> Thanks Denis Croombs
>  
>
> ---
> Outgoing mail is certified Virus Free.
> Checked by AVG anti-virus system (http://www.grisoft.com).
> Version: 6.0.384 / Virus Database: 216 - Release Date: 21/08/2002

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From tzadikem at yahoo.com  Mon Oct 14 23:00:46 2002
From: tzadikem at yahoo.com (Travis Zadikem)
Date: Mon, 14 Oct 2002 20:00:46 -0700 (PDT)
Subject: [rt-users] Correspond script causing error
In-Reply-To: <20021014232138.GC475@luggage>
Message-ID: <20021015030046.76970.qmail@web14401.mail.yahoo.com>

That worked wonderfully.  Thanks!  
--- Phil Homewood <pdh at snapgear.com> wrote:
> Travis Zadikem wrote:
> > [Mon Oct 14 19:21:07 2002] [error]: error:    couldn't parse head;
> > error near:
> > Greetings,
> 
> Make sure you start your template with a blank line.
> -- 
> 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

=====
Your mind is like a parachute.  It must be open to be used effectively.

__________________________________________________
Do you Yahoo!?
Faith Hill - Exclusive Performances, Videos & More
http://faith.yahoo.com

From tzadikem at yahoo.com  Mon Oct 14 23:37:45 2002
From: tzadikem at yahoo.com (Travis Zadikem)
Date: Mon, 14 Oct 2002 20:37:45 -0700 (PDT)
Subject: [rt-users] Knowledge Base
Message-ID: <20021015033745.10475.qmail@web14407.mail.yahoo.com>

I know that rt can use keywords and such, but I want to know if it or
anyone has it setup with a knowledge base or even a so called FAQ for
end-users.

Thanks,
Travis

=====
Your mind is like a parachute.  It must be open to be used effectively.

__________________________________________________
Do you Yahoo!?
Faith Hill - Exclusive Performances, Videos & More
http://faith.yahoo.com

From denis at imsltd.com  Tue Oct 15 03:19:39 2002
From: denis at imsltd.com (Denis Croombs)
Date: Tue, 15 Oct 2002 08:19:39 +0100
Subject: [rt-users] RT & Sendmail error
References: <00ef01c27374$f1c252c0$ae19bd3e@denisy2k.imsltd.com> <200210141136.g9EBamiG020268@frumious.unidec.co.uk>
Message-ID: <002d01c2741b$775c1e60$ae19bd3e@denisy2k.imsltd.com>

Thanks to everyone who answered my cry for help, I did not have the suidperl
module installed, it is now installed and the problem is resolved.

Again many thanks

Denis Croombs

---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.384 / Virus Database: 216 - Release Date: 21/08/2002

From peter at proserve.nl  Tue Oct 15 09:07:06 2002
From: peter at proserve.nl (ProServe - Peter Batenburg)
Date: Tue, 15 Oct 2002 15:07:06 +0200 (CEST)
Subject: [rt-users] Autoreply sending empty message, but gives unexpected end of header
 error.
Message-ID: <20021015150006.S44975-100000@sunrise.proserve.nl>

Hi,

I am running rt 2.0.14 on FreeBSD 4.7-STABLE with sendmail 8.12.6 with
submission.
After a make world to upgrade the box from 4.6-STABLE to 4.7, rt stopped
working with setuid errors. This was solved with chmod u+s suidperl.
Now when someone creates a new ticket, the autoreply message that normally
is sent to the requestor, is empty. If I look into /home/rt2/log/rt.log26
I see the following loglines being created after a new email:
[Tue Oct 15 11:11:12 2002] [error]: error:    unexpected end of header

[Tue Oct 15 12:37:54 2002] [error]: error:    unexpected end of header

This is the only information that is given.
The webinterface works nicely, and the ticket is created. Replying also
works like a charm, but only the autoreply is broken.
Does anyone have any clue about whats happening, or how I can debug the
problem?

-- 
 /-    Met vriendelijke groet/With kind regards,    -\
<- Peter Batenburg - ProServe B.V. - www.proserve.nl ->
 \-    tel: +31-184-423815 - fax: +31-184-417160    -/

From booyo at comarch.pl  Tue Oct 15 10:34:58 2002
From: booyo at comarch.pl (booyo)
Date: Tue, 15 Oct 2002 16:34:58 +0200
Subject: [rt-users] problem with changing ticket status
Message-ID: <200210151634.58311.booyo@comarch.pl>

Hallo everyone!

I upgraded RT to 2-0-15 (from 2-0-14)
I did 
make upgrade
insertdata

rt works, but is not possible to change ticket status. (and queue name, times)

access to database is possible (i can change ticket status by update Tickets 
set Status="resolved" where Id=xxx from commandline as rt database user)

Can someone tell me whats wrong ?

Marcin

From bpinksto at centenary.edu  Tue Oct 15 11:12:47 2002
From: bpinksto at centenary.edu (Brad Pinkston)
Date: Tue, 15 Oct 2002 10:12:47 -0500
Subject: [rt-users] Email Reply Problem
Message-ID: <003401c2745d$522badd0$8d5ac4cc@gents.centenary.edu>

Has anyone had any trouble with response to requestors email?  I'm running
WebRT 2.0.14 on a Redhat 7.1 server with Apache.  Email to watchers works
fine, but Email comments as Response to Requestors doesn't work.  I don't
even see the attempt in my sendmail logs.  Has anyone else experienced this?

Brad Pinkston
Centenary College of LA
Firewall/Network Administrator
IT Department
(318) 869-5003
bpinksto at centenary.edu

From rt at cmh.parliant.com  Tue Oct 15 11:15:27 2002
From: rt at cmh.parliant.com (Colin Henein)
Date: Tue, 15 Oct 2002 11:15:27 -0400 (EDT)
Subject: [rt-users] RT-Originator
Message-ID: <20021015151527.42673.qmail@mail.parliant.com>

Hi there RT folks.

We'd like to hide the RT-Originator header that gets generated when we
reply to tickets by email.

I've found the line:

$self->SetHeader('RT-Originator', $self->TransactionObj->CreatorObj->EmailAddress);

in Action/SendEmail.pm, and I'd like to know if it's safe to comment
it out. Obviously commenting it out will remove the header, but I was
wondering if that header is used internally by RT (on bounces, or
future replies, or whatever).

Thanks for your help!
Colin Henein

From khera at kcilink.com  Tue Oct 15 11:45:28 2002
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 15 Oct 2002 11:45:28 -0400
Subject: [rt-users] RT-Originator
In-Reply-To: <20021015151527.42673.qmail@mail.parliant.com>
References: <20021015151527.42673.qmail@mail.parliant.com>
Message-ID: <15788.14360.203024.21044@onceler.kciLink.com>

>>>>> "CH" == Colin Henein <rt at cmh.parliant.com> writes:

CH> Hi there RT folks.
CH> We'd like to hide the RT-Originator header that gets generated when we
CH> reply to tickets by email.

CH> I've found the line:

CH>     $self->SetHeader('RT-Originator', $self->TransactionObj->CreatorObj->EmailAddress);

CH> in Action/SendEmail.pm, and I'd like to know if it's safe to comment
CH> it out. Obviously commenting it out will remove the header, but I was
CH> wondering if that header is used internally by RT (on bounces, or
CH> future replies, or whatever).

Personally, I don't think it should be there at all in a human
readable format.  We've had some people dig through the messages and
reply to that address rather than just reply to the message.  We don't
want to leak our internal staff's email addresses, either.  People
like to bypass formal systems when they know they can reach a person
directly.

From smylers at gbdirect.co.uk  Tue Oct 15 11:46:58 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Tue, 15 Oct 2002 16:46:58 +0100 (BST)
Subject: [rt-users] Making Attachments Use Valid MIME (and Work in 'Pine')
Message-ID: <Pine.LNX.4.44.0210151641150.16156-100000@tiger.gbdirect.co.uk>

Hi there.  We're using RT::Action::NotifyWithAttachment (from contrib)
and noticed that messages with attachments sent by 'RT' weren't working
in 'Pine' -- the undecoded message was being displayed.

We tracked this down to the lack of a MIME-Version: header, which is
supposed to be there (but it seems some mailers can infer its presence
if it isn't).

My colleague Qef fixed this with the following patch (which adds a
MIME-Version: header if there wasn't one already and the message looks
like it's using mime):

--- NotifyWithAttachment.pm     8 Oct 2002 09:50:11 -0000       1.1
+++ NotifyWithAttachment.pm     15 Oct 2002 15:18:48 -0000      1.2
@@ -56,6 +56,10 @@

}

+  my $head = $self->TemplateObj->MIMEObj->head;
+  $head->replace('MIME-Version' => '1.0')
+    if $head->count('Content-Type') && !$head->count('MIME-Version');
+
   return 1;
 }

Thought we share this in case anybody else has encountered problems
(there may be mailers other than 'Pine' affected by this).

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

From wcooley at nakedape.cc  Tue Oct 15 13:12:36 2002
From: wcooley at nakedape.cc (Wil Cooley)
Date: 15 Oct 2002 10:12:36 -0700
Subject: [rt-users] Question about upcoming 3.0 and "templates"
Message-ID: <1034701956.2512.227.camel@rheingold>

I know in 2.0 there are "templates", but I think these are different
from what I want.  In RT1 you could embed a default bit of text into a
new ticket (and I got the impression even then I was misusing the
template feature).  This, at the very least, let me provide a few
default fields that I wanted the reporter to fill in.  I haven't quite
been able to even figure out how to do that much in RT2.0, because the
templates seem to be tied only to responses to tickets.

Even the RT1 behaviour was less than desirable, since it meant you
needed a separate queue for every sort of request.  I guess to do it the
"right" way you'd need some sort of sub-queue and to get really crazy
some sort of minimal mark-up language to create actual HTML form
elements (although just being able to embed default text to make a
simplistic form, a la the old Network Solutions domain change template,
would be a good start).

I've looked at both TemplateAnswers and StockAnswers and neither seems
to be just what I'm looking for, unless I misunderstand the READMEs.

Am I not being clear in what I want?  Let me give an example.  As an
ISP, I have two common sorts of tasks (2 for this example): add/remove a
user and add/remove a domain/vhost.  For each type of task, I'd want to
make sure my front line support/sales people got me all the information
I need, so with some pre-populated text in the "Describe the issue
below" text field would be like:

(A)dd/(R)emove/(M)odify User:
Username:
First name:
Surname:
etc.

and:

(A)dd/(R)emove/(M)odify Virtual Host:
Domain:
Customer name:
etc.

But I haven't figured out how to do this with RT2 at all.  Obviously, in
an ideal world, it would be something like this, which gets translated
to actual HTML forms in the webUI and text in other places:

=1:selection:Add,Remove,Modify:Add
=2:text:Username:
=3:text:Firstname:
=4:text:Surname:

and so on.  At some point, I thought I read that this was going to go
into 2.1/3.0, but I don't recall where I saw that, nor am I able to find
out if this is in 2.1 based on browsing the archives and source.

Wil
-- 
Wil Cooley                                 wcooley at nakedape.cc
Naked Ape Consulting                        http://nakedape.cc
* * * * Linux, UNIX, Networking and Security Solutions * * * *
QCSNet                                     http://www.qcsn.com
* * * * T1, Frame Relay, DSL, Dial-up, and Web Hosting * * * *

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From bpinksto at centenary.edu  Tue Oct 15 14:47:04 2002
From: bpinksto at centenary.edu (Brad Pinkston)
Date: Tue, 15 Oct 2002 13:47:04 -0500
Subject: [rt-users] Mail Correspondence Permissions
Message-ID: <004401c2747b$41ab9b00$8d5ac4cc@gents.centenary.edu>

Please help, I'm begging!  I can't send email correspondence through WebRT,
and I have given my group all permissions.  Root can send through the web ui
though.  Any suggestions?  Please Help!!

Brad Pinkston
Centenary College of LA
Firewall/Network Administrator
IT Department
(318) 869-5003
bpinksto at centenary.edu

From louie at chikka.com  Tue Oct 15 16:34:08 2002
From: louie at chikka.com (louie miranda)
Date: Wed, 16 Oct 2002 04:34:08 +0800
Subject: [rt-users] Can't login (NO AUTHENTICATION - NOT MOVING)
Message-ID: <00c901c2748a$3665b820$0b00000a@nocpc3>

When i enter the root user and password, It just goes back
on the first login window and just stays there.

<-- snip ---->
xxx.xxx.xx.108 - - [15/Oct/2002:16:06:33 -0400] "POST / HTTP/1.1" 200 2213
xxx.xxx.xx.108 - - [15/Oct/2002:16:06:33 -0400] "GET /NoAuth/webrt.css
HTTP/1.1" 200 1533
-- apache access_logs on error logs it does not contain any error msgs --

My perl module are complete.
appshost2:~/louie/rt-2-0-14/tools# ./testdeps -warn mysql
Checking for Digest::MD5...found
Checking for Storable...found
Checking for DBI 1.18 ...found
Checking for DBIx::DataSource 0.02 ...found
Checking for DBIx::SearchBuilder 0.48 ...found
Checking for HTML::Entities...found
Checking for MLDBM...found
Checking for Net::Domain...found
Checking for Net::SMTP...found
Checking for Params::Validate 0.02 ...found
Checking for HTML::Mason 1.02 ...found
Checking for CGI::Cookie 1.20 ...found
Checking for Apache::Cookie....Apache::Cookie not installed.
Checking for Apache::Session 1.53 ....Apache::Session 1.53  not installed.
Checking for Date::Parse...found
Checking for Date::Format...found
Checking for MIME::Entity 5.108 ...found
Checking for Mail::Mailer 1.20 ...found
Checking for Getopt::Long 2.24 ...found
Checking for Tie::IxHash...found
Checking for Text::Wrapper...found
Checking for Text::Template...found
Checking for File::Spec 0.8 ...found
Checking for Errno...found
Checking for FreezeThaw...found
Checking for File::Temp...found
Checking for Log::Dispatch 1.6 ...found
Checking for DBD::mysql 2.0416 ...found

Now im wondering why does Apache::Session can't be seen on and
Apache::Cookie
I even download them on cpan.org

http://search.cpan.org/CPAN/authors/id/J/JI/JIMW/libapreq-1.0.tar.gz -
Apache::Cookie
http://search.cpan.org/CPAN/authors/id/J/JB/JBAKER/Apache-Session-1.54.tar.g
z - Apache::Session

And did
perl Makefile.PL
make; make test; make install

BTW, this apache session and cookie are being seen on "perl -MCPAN -eshell"
console.

And still does not work, Is this problem related on my login problems??
Thanks

--
thanks,
louie miranda
chikka asia, inc.
noc +63-2(7535000-511)

"The secret to creativity is knowing how to hide your sources."
     --Albert Einstein

From grant at pico.apple.com  Tue Oct 15 18:48:43 2002
From: grant at pico.apple.com (Grant Miller)
Date: Tue, 15 Oct 2002 15:48:43 -0700
Subject: [rt-users] MySQL performance
Message-ID: <20021015224843.GK652@pico.apple.com>

I'm running RT 2.0.14 with Perl 5.6.1, MySQL 3.32.52 on a Solaris 2.6 box.  I
have 13800 tickets in my RT database and it's a little slow at times (15 
seconds to bring up a ticket in the web UI).

I noticed that the notes for MySQL in the RT FAQ are somewhat sparse.

Is there anyone getting good performance out of RT running on Solaris?

In the [mysqld] section, I have these variables set:
skip-locking
set-variable    = key_buffer=384M
set-variable    = max_allowed_packet=1M
set-variable    = table_cache=512
set-variable    = sort_buffer=8M
set-variable    = record_buffer=2M
set-variable    = thread_cache=8
set-variable    = thread_concurrency=4
set-variable    = myisam_sort_buffer_size=64M
log-bin

-Grant Miller    grant at pico.apple.com

Unix Systems Admin, Engineering Computer Services, Apple Computer

From rt at cmh.parliant.com  Tue Oct 15 19:09:38 2002
From: rt at cmh.parliant.com (Colin Henein)
Date: Tue, 15 Oct 2002 19:09:38 -0400 (EDT)
Subject: [rt-users] strange search behaviour
Message-ID: <20021015230938.43914.qmail@mail.parliant.com>

I am experiencing a very strange problem on our RT search page.

If, on a clean new search, I use full-text search terms (like "subject
contains digit" or "ticket content matches Chris") I get null search
results back.

Needless to say, I have tickets that match these terms.

The weird thing is that if I click on the [Search] button at the top
left (which returns you to your previous search) the results are
there.

So to be clear, I click "new search". Then I fill in "subject contains
digit". Then I click "Show results" and get a search screen back with
an empty result set (yes, the terms "Subject LIKE digit" show up at the
left). Then I click on [Search] at the top, and get exactly the same
page back, except for my two results that show up (and should have
shown up in the first place).

I've racked my brains on this, and I can't figure out how this could
be happening. Any ideas?

Colin

From autrijus at autrijus.org  Tue Oct 15 19:15:08 2002
From: autrijus at autrijus.org (Autrijus Tang)
Date: Wed, 16 Oct 2002 07:15:08 +0800
Subject: [rt-users] Question about upcoming 3.0 and "templates"
In-Reply-To: <1034701956.2512.227.camel@rheingold>
References: <1034701956.2512.227.camel@rheingold>
Message-ID: <20021015231508.GA9009@not.autrijus.org>

On Tue, Oct 15, 2002 at 10:12:36AM -0700, Wil Cooley wrote:
> But I haven't figured out how to do this with RT2 at all.  Obviously, in
> an ideal world, it would be something like this, which gets translated
> to actual HTML forms in the webUI and text in other places:
> 
> =1:selection:Add,Remove,Modify:Add
> =2:text:Username:
> =3:text:Firstname:
> =4:text:Surname:

You're in luck on this one.  The 'ideal world' solution you mentioned
has been implemented as per-queue 'Custom Fields' in 2.1.x series,
which you may utilize to have a SingleSelect 'selection' filed,
a SingleInput 'Username' field, etc, and search on them.  I have
recently added a reordering UI (table-based multi-entry UI is under
works), but it hadn't yet been merged back.

The ticket creation screen has been approriately hacked to prompt
the user to enter custom fields, too.

Thanks,
/Autrijus/
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From wcooley at nakedape.cc  Tue Oct 15 19:22:10 2002
From: wcooley at nakedape.cc (Wil Cooley)
Date: 15 Oct 2002 16:22:10 -0700
Subject: [rt-users] Question about upcoming 3.0 and "templates"
In-Reply-To: <20021015231508.GA9009@not.autrijus.org>
References: <1034701956.2512.227.camel@rheingold> 
	<20021015231508.GA9009@not.autrijus.org>
Message-ID: <1034724131.12378.16.camel@rheingold>

On Tue, 2002-10-15 at 16:15, Autrijus Tang wrote:
> On Tue, Oct 15, 2002 at 10:12:36AM -0700, Wil Cooley wrote:
> > But I haven't figured out how to do this with RT2 at all.  Obviously, in
> > an ideal world, it would be something like this, which gets translated
> > to actual HTML forms in the webUI and text in other places:
> > 
> > =1:selection:Add,Remove,Modify:Add
> > =2:text:Username:
> > =3:text:Firstname:
> > =4:text:Surname:
> 
> You're in luck on this one.  The 'ideal world' solution you mentioned
> has been implemented as per-queue 'Custom Fields' in 2.1.x series,
> which you may utilize to have a SingleSelect 'selection' filed,
> a SingleInput 'Username' field, etc, and search on them.  I have
> recently added a reordering UI (table-based multi-entry UI is under
> works), but it hadn't yet been merged back.
> 
> The ticket creation screen has been approriately hacked to prompt
> the user to enter custom fields, too.

Excellent!  Thanks a lot!  I look forward to the ultimate 2.1/3.0
release.

From pdh at snapgear.com  Tue Oct 15 19:39:50 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 16 Oct 2002 09:39:50 +1000
Subject: [rt-users] RT-Originator
In-Reply-To: <15788.14360.203024.21044@onceler.kciLink.com>
References: <20021015151527.42673.qmail@mail.parliant.com> <15788.14360.203024.21044@onceler.kciLink.com>
Message-ID: <20021015233950.GC465@luggage>

Vivek Khera wrote:
> CH>     $self->SetHeader('RT-Originator', $self->TransactionObj->CreatorObj->E
mailAddress);
>
> CH> in Action/SendEmail.pm, and I'd like to know if it's safe to comment
> CH> it out. Obviously commenting it out will remove the header, but I was
> CH> wondering if that header is used internally by RT (on bounces, or
> CH> future replies, or whatever).

RT never looks at this header, only sets it. It should be safe to delete.

> Personally, I don't think it should be there at all in a human
> readable format.

What about replacing "EmailAddress" with "Id" ?
-- 
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 jesse at bestpractical.com  Tue Oct 15 19:42:36 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 Oct 2002 19:42:36 -0400
Subject: [rt-users] RT-Originator
In-Reply-To: <20021015233950.GC465@luggage>
References: <20021015151527.42673.qmail@mail.parliant.com> <15788.14360.203024.21044@onceler.kciLink.com> <20021015233950.GC465@luggage>
Message-ID: <20021015234236.GP26822@pallas.fsck.com>

As part of the 3.0 release, I've been pondering moving most of the
metadata headers (though not the RT version string) into the templates,
so they can be more easily massaged by local sites. How would folks feel
about that?

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

From r at elhames.co.uk  Tue Oct 15 20:09:20 2002
From: r at elhames.co.uk (R El - Hames)
Date: Wed, 16 Oct 2002 01:09:20 +0100
Subject: [rt-users] RT-Originator
References: <20021015151527.42673.qmail@mail.parliant.com> <15788.14360.203024.21044@onceler.kciLink.com> <20021015233950.GC465@luggage> <20021015234236.GP26822@pallas.fsck.com>
Message-ID: <003e01c274a8$467cb1a0$52c593c3@tiger>

I think its a good idea; it allows for more control; particularly for
companies like the one I work for which changes names every few months....

Roy
----- Original Message -----
From: "Jesse Vincent" <jesse at bestpractical.com>
To: <rt-users at lists.fsck.com>
Sent: Wednesday, October 16, 2002 12:42 AM
Subject: Re: [rt-users] RT-Originator

--
?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

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

From pdh at snapgear.com  Tue Oct 15 20:52:25 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 16 Oct 2002 10:52:25 +1000
Subject: [rt-users] Mail Correspondence Permissions
In-Reply-To: <004401c2747b$41ab9b00$8d5ac4cc@gents.centenary.edu>
References: <004401c2747b$41ab9b00$8d5ac4cc@gents.centenary.edu>
Message-ID: <20021016005225.GG465@luggage>

Brad Pinkston wrote:
> Please help, I'm begging!  I can't send email correspondence through WebRT,
> and I have given my group all permissions.  Root can send through the web ui
> though.  Any suggestions?  Please Help!!

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 pdh at snapgear.com  Tue Oct 15 20:55:34 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 16 Oct 2002 10:55:34 +1000
Subject: [rt-users] RT-Originator
In-Reply-To: <20021015234236.GP26822@pallas.fsck.com>
References: <20021015151527.42673.qmail@mail.parliant.com> <15788.14360.203024.21044@onceler.kciLink.com> <20021015233950.GC465@luggage> <20021015234236.GP26822@pallas.fsck.com>
Message-ID: <20021016005534.GH465@luggage>

Jesse Vincent wrote:
> As part of the 3.0 release, I've been pondering moving most of the
> metadata headers (though not the RT version string) into the templates,
> so they can be more easily massaged by local sites. How would folks feel
> about that?

Most of those headers are pretty mandatory, aren't they?
Sounds nice in theory, but I can see some foot-shooting
occurring as loop prevention headers (for example) get
fluffed....
-- 
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 jesse at bestpractical.com  Tue Oct 15 21:06:25 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 Oct 2002 21:06:25 -0400
Subject: [rt-users] RT-Originator
In-Reply-To: <20021016005534.GH465@luggage>
References: <20021015151527.42673.qmail@mail.parliant.com> <15788.14360.203024.21044@onceler.kciLink.com> <20021015233950.GC465@luggage> <20021015234236.GP26822@pallas.fsck.com> <20021016005534.GH465@luggage>
Message-ID: <20021016010625.GS26822@pallas.fsck.com>

> 
> Most of those headers are pretty mandatory, aren't they?
> Sounds nice in theory, but I can see some foot-shooting
> occurring as loop prevention headers (for example) get
> fluffed....

I wasn't planning on moving out anything that programmatic tools depend
on ;)

> -- 
> 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

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

From pdh at snapgear.com  Tue Oct 15 21:13:41 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 16 Oct 2002 11:13:41 +1000
Subject: [rt-users] Can't login (NO AUTHENTICATION - NOT MOVING)
In-Reply-To: <00c901c2748a$3665b820$0b00000a@nocpc3>
References: <00c901c2748a$3665b820$0b00000a@nocpc3>
Message-ID: <20021016011341.GI465@luggage>

louie miranda wrote:
> Checking for Apache::Cookie....Apache::Cookie not installed.
> Checking for Apache::Session 1.53 ....Apache::Session 1.53  not installed.
>
> Now im wondering why does Apache::Session can't be seen on and
> Apache::Cookie
> I even download them on cpan.org
>
> BTW, this apache session and cookie are being seen on "perl -MCPAN -eshell"
> console.

Do you have multiple perl versions installed?

> And still does not work, Is this problem related on my login problems??

Possibly.
-- 
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  Tue Oct 15 21:12:11 2002
From: plasmaball at pchome.com.tw (plasma)
Date: Wed, 16 Oct 2002 09:12:11 +0800
Subject: [rt-users] Autoreply sending empty message, but gives unexpected end of header error.
In-Reply-To: <20021015150006.S44975-100000@sunrise.proserve.nl>
References: <20021015150006.S44975-100000@sunrise.proserve.nl>
Message-ID: <20021016011211.GA1320@plasmanb.plasma.idv.tw>

On Tue, Oct 15, 2002 at 03:07:06PM +0200, ProServe - Peter Batenburg wrote:
> Hi,
> 
> I am running rt 2.0.14 on FreeBSD 4.7-STABLE with sendmail 8.12.6 with
> submission.
> After a make world to upgrade the box from 4.6-STABLE to 4.7, rt stopped
> working with setuid errors. This was solved with chmod u+s suidperl.
> Now when someone creates a new ticket, the autoreply message that normally
> is sent to the requestor, is empty. If I look into /home/rt2/log/rt.log26
> I see the following loglines being created after a new email:
> [Tue Oct 15 11:11:12 2002] [error]: error:    unexpected end of header
> 
> 
> [Tue Oct 15 12:37:54 2002] [error]: error:    unexpected end of header
> 
> This is the only information that is given.
> The webinterface works nicely, and the ticket is created. Replying also
> works like a charm, but only the autoreply is broken.
> Does anyone have any clue about whats happening, or how I can debug the
> problem?

I saw this before.  Is your autoreply template different from the
default one?  Maybe some commands you added will die with an error
message, and the template refused to being parsed.  Try to delete some
commands you embed in the template and see if it works.

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 vbhatia at lbl.gov  Wed Oct 16 01:28:20 2002
From: vbhatia at lbl.gov (Vik Bhatia)
Date: Tue, 15 Oct 2002 22:28:20 -0700
Subject: [rt-users] [Fwd: Installing rt 2.0.15 on Oracle]
Message-ID: <3DACF8F4.4040808@lbl.gov>

Hello Friends,
I have been trying to install RT 2.0.15 on oracle and my installation
croaks as soon as I kick it of. This is what I get:

vortex:vbhatia $ make install
mkdir -p //home/iss2/vbhatia/perl/apps/rt/bin
mkdir -p //home/iss2/vbhatia/perl/apps/rt/WebRT/data
mkdir -p //home/iss2/vbhatia/perl/apps/rt/WebRT/sessiondata
mkdir -p //home/iss2/vbhatia/perl/apps/rt/etc
mkdir -p //home/iss2/vbhatia/perl/apps/rt/lib
mkdir -p //home/iss2/vbhatia/perl/apps/rt/WebRT/html
mkdir -p //home/iss2/vbhatia/perl/apps/rt/local/WebRT/html
cp etc/acl.oracle '//home/iss2/vbhatia/perl/apps/rt/etc/acl.oracle'
cp: cannot access etc/acl.oracle
*** Error code 2
make: Fatal error: Command failed for target `acls'

I do not see a etc/acl.oracle file in the distribution. Is that normal?

Thanks for your help.

-Vik

From pdh at snapgear.com  Wed Oct 16 01:33:58 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 16 Oct 2002 15:33:58 +1000
Subject: [rt-users] [Fwd: Installing rt 2.0.15 on Oracle]
In-Reply-To: <3DACF8F4.4040808@lbl.gov>
References: <3DACF8F4.4040808@lbl.gov>
Message-ID: <20021016053358.GT465@luggage>

Vik Bhatia wrote:
> I have been trying to install RT 2.0.15 on oracle and my installation
> croaks as soon as I kick it of. This is what I get:

Be warned that Oracle isn't really supported....

> cp etc/acl.oracle '//home/iss2/vbhatia/perl/apps/rt/etc/acl.oracle'
> cp: cannot access etc/acl.oracle
> *** Error code 2
> make: Fatal error: Command failed for target `acls'
> 
> I do not see a etc/acl.oracle file in the distribution. Is that normal?

DB_TYPE (in Makefile) is case sensitive. You want "Oracle", not "oracle".
-- 
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 genov at sun-fish.com  Wed Oct 16 06:42:00 2002
From: genov at sun-fish.com (Stoyan Genov)
Date: Wed, 16 Oct 2002 12:42:00 +0200
Subject: [rt-users] rt 2-0-15 and oracle
Message-ID: <20021016124200.2cf20a1c.genov@sun-fish.com>

Hi all,

This is my first posting here, so excuse me and correct me
if I violate the netiquette or some unwritten rules of the community :-)

I have blatantly patched DBIx/SearchBuilder/Handle/Oracle.pm in a rush
to make rt run with oracle; the change is trivial, and near the beginning,
DBIx/SearchBuilder/Handle/Oracle.pm looks like this:

my %args = @_;

%args = ( Driver => $args{'Driver'}, Database => $args{'Database'}, User => $args{'User'}, Password => $args{'Password'}, SID => $args{'Database'}, Host => $args{'Host'});

So, $conn = DBI->connect('dbi:Oracle:host=my.oracle.host;SID=MYSID','user','password')
works like a charm;

I have not tested the installation procedure, but created an oracle database
by hand and ported data from a live running 2-0-9 there;

RT generally runs with oracle, however when retrieving a ticket,
a query like this:
SELECT DISTINCT main.* FROM Attachments main WHERE ((main.Parent = '0')) AND ((main.TransactionId = '17125'));
fails because there are CLOB-type fields, on which you can't make distinct
selects (this is what our oracle guru says, please correct me if I'm wrong).

Did someone solve this problem? Any ideas will be greatly appretiated.

Regards,
Stoyan Genov

From khera at kcilink.com  Wed Oct 16 09:45:17 2002
From: khera at kcilink.com (Vivek Khera)
Date: Wed, 16 Oct 2002 09:45:17 -0400
Subject: [rt-users] RT-Originator
In-Reply-To: <20021015233950.GC465@luggage>
References: <20021015151527.42673.qmail@mail.parliant.com>
	<15788.14360.203024.21044@onceler.kciLink.com>
	<20021015233950.GC465@luggage>
Message-ID: <15789.28013.478008.101004@onceler.kciLink.com>

>>>>> "PH" == Phil Homewood <pdh at snapgear.com> writes:

>> Personally, I don't think it should be there at all in a human
>> readable format.

PH> What about replacing "EmailAddress" with "Id" ?

That might be sufficient, or it may leak half the info you need to log
into RT, which could be bad too.  Perhaps some internal numerical ID
number or an MD5 sum of email.  Just not anything usable.

-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
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 sheeri.kritzer at tufts.edu  Wed Oct 16 10:37:36 2002
From: sheeri.kritzer at tufts.edu (Sheeri Kritzer)
Date: Wed, 16 Oct 2002 10:37:36 -0400
Subject: [rt-users] strange search behaviour
In-Reply-To: <20021015230938.43914.qmail@mail.parliant.com>
References: <20021015230938.43914.qmail@mail.parliant.com>
Message-ID: <1034779056.3dad79b04b907@webmail.tufts.edu>

Colin,

It sounds like you're hitting "refine" instead of "Show Results". Note that hitting enter while in the search form, it will go to refine instead of show results.

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

Quoting Colin Henein <rt at cmh.parliant.com>:

> I am experiencing a very strange problem on our RT search page.
> 
> If, on a clean new search, I use full-text search terms (like "subject
> contains digit" or "ticket content matches Chris") I get null search
> results back.
> 
> Needless to say, I have tickets that match these terms.
> 
> The weird thing is that if I click on the [Search] button at the top
> left (which returns you to your previous search) the results are
> there.
> 
> So to be clear, I click "new search". Then I fill in "subject contains
> digit". Then I click "Show results" and get a search screen back with
> an empty result set (yes, the terms "Subject LIKE digit" show up at the
> left). Then I click on [Search] at the top, and get exactly the same
> page back, except for my two results that show up (and should have
> shown up in the first place).
> 
> I've racked my brains on this, and I can't figure out how this could
> be happening. Any ideas?
> 
> Colin
> _______________________________________________
> 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 niranjanalt at yahoo.com  Wed Oct 16 12:52:51 2002
From: niranjanalt at yahoo.com (Niranjan Patel)
Date: Wed, 16 Oct 2002 09:52:51 -0700 (PDT)
Subject: [rt-users] Configure with postfix
Message-ID: <20021016165251.77694.qmail@web12902.mail.yahoo.com>

What goes in the config file for rt to run with
postfix.
Can somebody point me this parameters.

$MailCommand = 'sendmailpipe';

$SendmailArguments="-oi -t";

$SendmailPath = "/usr/sbin/sendmail";

Thanks
Niranjan

__________________________________________________
Do you Yahoo!?
Faith Hill - Exclusive Performances, Videos & More
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From khera at kcilink.com  Wed Oct 16 13:06:45 2002
From: khera at kcilink.com (Vivek Khera)
Date: Wed, 16 Oct 2002 13:06:45 -0400
Subject: [rt-users] Configure with postfix
In-Reply-To: <20021016165251.77694.qmail@web12902.mail.yahoo.com>
References: <20021016165251.77694.qmail@web12902.mail.yahoo.com>
Message-ID: <15789.40101.660385.972610@onceler.kciLink.com>

>>>>> "NP" == Niranjan Patel <niranjanalt at yahoo.com> writes:

NP> What goes in the config file for rt to run with
NP> postfix.

it works with postfix out of the box.

see your config.pm file.

From niranjanalt at yahoo.com  Wed Oct 16 13:38:08 2002
From: niranjanalt at yahoo.com (Niranjan Patel)
Date: Wed, 16 Oct 2002 10:38:08 -0700 (PDT)
Subject: [rt-users] Configure with postfix
In-Reply-To: <15789.40101.660385.972610@onceler.kciLink.com>
Message-ID: <20021016173808.89333.qmail@web12902.mail.yahoo.com>

Thanks
It works I was not sure.

--- Vivek Khera <khera at kcilink.com> wrote:
> >>>>> "NP" == Niranjan Patel <niranjanalt at yahoo.com>
> writes:
> 
> NP> What goes in the config file for rt to run with
> NP> postfix.
> 
> it works with postfix out of the box.
> 
> see your config.pm file.
> _______________________________________________
> 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

__________________________________________________
Do you Yahoo!?
Faith Hill - Exclusive Performances, Videos & More
http://faith.yahoo.com

From garyo at genarts.com  Wed Oct 16 14:01:31 2002
From: garyo at genarts.com (Gary Oberbrunner)
Date: Wed, 16 Oct 2002 14:01:31 -0400
Subject: [rt-users] Automatically assign tickets in certain queue?
Message-ID: <3DADA97B.4000809@genarts.com>

I'd like to have a scrip automatically assign new tickets in a given 
queue to a certain owner.  I can use OnCreate for the condition, but 
then I need SetOwner -- is there such a thing?  And how would I pass it 
arguments, e.g. the owner name?  I'd like that to be different per queue.

thanks,

-- Gary

From fstanley at netburner.com  Wed Oct 16 18:54:08 2002
From: fstanley at netburner.com (Forrest Stanley)
Date: Wed, 16 Oct 2002 15:54:08 -0700
Subject: [rt-users] notifyOwner not working
In-Reply-To: <20021014232400.GD475@luggage>
References: <5.1.0.14.2.20021014105435.00b67758@mail.netburner.com>
 <5.1.0.14.2.20021014094114.00b68128@mail.netburner.com>
 <5.1.0.14.2.20021014105435.00b67758@mail.netburner.com>
Message-ID: <5.1.0.14.2.20021016155356.00bc2460@mail.netburner.com>

Is there any way to implement this? I have been combing the source all day 
hoping to stumble across the code that disallows outgoing mail to the user 
using the web ui.

At 09:24 AM 10/15/2002 +1000, Phil Homewood wrote:
>Forrest Stanley wrote:
> > Alright, i think i figured out my error. Is it true that if the owner
> > changes (via web) it to himself, then rt2 will not send the email?
>
>http://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
>_______________________________________________
>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  Wed Oct 16 20:26:23 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 17 Oct 2002 10:26:23 +1000
Subject: [rt-users] notifyOwner not working
In-Reply-To: <5.1.0.14.2.20021016155356.00bc2460@mail.netburner.com>
References: <5.1.0.14.2.20021014105435.00b67758@mail.netburner.com> <5.1.0.14.2.20021014094114.00b68128@mail.netburner.com> <5.1.0.14.2.20021014105435.00b67758@mail.netburner.com> <5.1.0.14.2.20021016155356.00bc2460@mail.netburner.com>
Message-ID: <20021017002623.GJ465@luggage>

Forrest Stanley wrote:
> Is there any way to implement this? I have been combing the source all day 
> hoping to stumble across the code that disallows outgoing mail to the user 
> using the web ui.

Look in lib/RT/Action/Notify.pm for the following lines:

@{ $self->{'To'} }  = grep ( !/^$creator$/, @To );
    @{ $self->{'Cc'} }  = grep ( !/^$creator$/, @Cc );
    @{ $self->{'Bcc'} } = grep ( !/^$creator$/, @Bcc );

-- 
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 ericm at real.com  Wed Oct 16 20:30:29 2002
From: ericm at real.com (Eric Magnuson)
Date: Wed, 16 Oct 2002 17:30:29 -0700
Subject: [rt-users] Can't create ticket: using 2.1.41
Message-ID: <5.1.0.14.2.20021016170640.0309b0c0@mail.real.com>

Hi,

I'm a recent convert to RT.  Thanks for the great product.  I was really 
excited to try out the latest custom ticket field feature so I installed 
2.1.41 but I'm running into a problem.  When I try to create a ticket I get 
the following:

error: RT::User::HasQueueRight Unimplemented in HTML::Mason::Commands. 
(/mnt/choice/tools/rt/html/Elements/SelectOwner line 29)
context:
...
449: else {
450: my ($package, $filename, $line);
451: ($package, $filename, $line) = caller;
452:
453: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n";
454: }
455:
456: }
457:
...
code stack: 
/usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm:453
/mnt/choice/tools/rt/html/Elements/SelectOwner:29
/mnt/choice/tools/rt/html/Ticket/Create.html:52
/mnt/choice/tools/rt/html/autohandler:151

Anyone know why I'm getting this?

thanks
-e

Eric S. Magnuson
Technical Services Manager, RealImpact

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From jesse at bestpractical.com  Wed Oct 16 20:33:09 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 16 Oct 2002 20:33:09 -0400
Subject: [rt-users] Can't create ticket: using 2.1.41
In-Reply-To: <5.1.0.14.2.20021016170640.0309b0c0@mail.real.com>
References: <5.1.0.14.2.20021016170640.0309b0c0@mail.real.com>
Message-ID: <20021017003309.GJ26822@pallas.fsck.com>

On Wed, Oct 16, 2002 at 05:30:29PM -0700, Eric Magnuson wrote:
> Hi,
> 
> I'm a recent convert to RT.  Thanks for the great product.  I was really 
> excited to try out the latest custom ticket field feature so I installed 
> 2.1.41 but I'm running into a problem.  When I try to create a ticket I get 
> the following:

Known issue, but you really want to be talking about rt 2.1.x on
rt-devel, not rt-users. I expect that this will be fixed in 2.1.42,
which should be out sometime in the next 72 hours.

-j

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

From pdh at snapgear.com  Wed Oct 16 20:48:00 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 17 Oct 2002 10:48:00 +1000
Subject: [rt-users] Automatically assign tickets in certain queue?
In-Reply-To: <3DADA97B.4000809@genarts.com>
References: <3DADA97B.4000809@genarts.com>
Message-ID: <20021017004800.GL465@luggage>

Gary Oberbrunner wrote:
> I'd like to have a scrip automatically assign new tickets in a given 
> queue to a certain owner.  I can use OnCreate for the condition, but 
> then I need SetOwner -- is there such a thing?  And how would I pass it 
> arguments, e.g. the owner name?  I'd like that to be different per queue.

You probably want to modify the AutoAssign scripaction from
the "contrib" download area.
-- 
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 jesse at bestpractical.com  Thu Oct 17 01:53:53 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 17 Oct 2002 01:53:53 -0400
Subject: [rt-users] Dinner in Amsterdam, 10/243/2002
In-Reply-To: <Pine.LNX.4.44.0210141803370.32145-100000@x22.ripe.net>
References: <B9D0B2EB.41D5%scott@xs4all.net> <Pine.LNX.4.44.0210141803370.32145-100000@x22.ripe.net>
Message-ID: <20021017055353.GM26822@pallas.fsck.com>

Now that I've actually got tickets and travel dates and all those 
other good things, I wanted to send out an update about my upcoming trip to
the Netherlands.  Folks are invited to join me for dinner between 6 and
6:30 on Thursday, October 24, 2002. We'll be meeting outside of RIPE
NCC's offices.  (http://www.ripe.net/ripencc/about/location.html)

Please RSVP to Bruce Campbell <bruce_campbell at ripe.net> if you can make
it.

Best,
	Jesse

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

From toni.willberg at atbusiness.com  Thu Oct 17 01:56:47 2002
From: toni.willberg at atbusiness.com (Toni Willberg)
Date: 17 Oct 2002 08:56:47 +0300
Subject: [rt-users] Escalator modifying 'updated by'
Message-ID: <1034834207.25573.3.camel@toniw.in.atbusiness.com>

Hi.

I'm running escalator script to update priorities of tasks.

Currently escalator modifies 'updated by' -field of tickets also. Has
anyone made a hack that prevets escalator to touch that field, and
possibly also 'last updated'?

Now it's annoying that our support staff does not see who actually was
the last person touching the ticket if the escalator updated priority.

Also some pointers to the escalator script would be helpful. I did not
want to start experiment on my own yet...

- Toni

From JoopvandeWege at mococo.nl  Thu Oct 17 03:08:18 2002
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Thu, 17 Oct 2002 09:08:18 +0200
Subject: Subject: [rt-users] rt 2-0-15 and oracle
In-Reply-To: <20021017060003.5490.64118.Mailman@pallas.eruditorum.org>
References: <20021017060003.5490.64118.Mailman@pallas.eruditorum.org>
Message-ID: <20021017083525.C556.JOOPVANDEWEGE@mococo.nl>

> RT generally runs with oracle, however when retrieving a ticket,
> a query like this:
> SELECT DISTINCT main.* FROM Attachments main WHERE ((main.Parent = '0')) AND ((main.TransactionId = '17125'));
> fails because there are CLOB-type fields, on which you can't make distinct
> selects (this is what our oracle guru says, please correct me if I'm wrong).
> 
> Did someone solve this problem? Any ideas will be greatly appretiated.
Yes, just delete the DISTINCT because the select is unique even without
the distinct. The ID column is autogenerated and included because of the
main.*. Just ask your Oracle guru.

Next problem you're going to run into is that CLOB's don't take binary
data very well. Either you convert to BLOB format or you undef
BinarySafeBLOBs like for PostgresSql. (Just did that myself and works OK.
Our site gets a binary once in a while so it is a minor performance hit
because they are now stored as Base64 data in the CLOB column)
Add this to: SearchBuilder/Handle/Oracle.pm

# {{{ BinarySafeBLOBs

=head2 BinarySafeBLOBs

Return undef, as workaround for CLOB/BLOB conversion

=cut

sub BinarySafeBLOBs {
    my $self = shift;
    return(undef);
}

Next problem and a lot bigger than the previous one is how Left Joins
are constructed. Turn on debugging and have a look at your Apache error
log to see how they look or have a look at the mysql manual. Oracle uses
a different syntax altogether so what I have done is to let
SearchBuilder make the left join, test if there is one and if so break
it apart and reconstruct it in the Oracle way. Works like a charm as far
as I can tell (tickets show up on my Home link where previously they
didn't)..

Another small problem is the LIMIT clause which Oracle doesn't know
about. Simple, drop that. All that you loose is the ability to show n
items on a page, you'll always get the full listing.
I do have a query which implements something like LIMIT but I think it
will kill performance (select from a select minus the same thing).
select * from (select tickets.*, row_number() over ( order by id asc ) x from tickets) where x <6 and x>3

I just thought of another SMALL problem, you can't search on email body
content anymore as soon as you switch to CLOB (I used VARCHAR2(4000)
instead for a while and disallowed attachements so had no problems.)
Ofcourse you can seach CLOB columns using Intermedia but here you have
the same problem as with Left Joins you'll need to rewrite the where
condition of the query to use Intermedia syntax for example:
This is what we need:
select content from attachments where contains(content,'%blablabla%')>0
and this is what is constructed reformatted:
SELECT   main.*
FROM     tickets main, transactions transactions_1, attachments attachments_2
WHERE    ((LOWER (attachments_2.content) LIKE '%blablabla%'))
AND      ((main.effectiveid = main.id))
AND      attachments_2.transactionid = transactions_1.id
AND      main.id = transactions_1.ticket
ORDER BY main.id ASC

If time permitting I might do that today since that is a question asked
in the department.

I'm still using 2.0.13 because I don't have problems with it. I can
donate my changes is there's enough interest.

Joop

From sven.sternberger at desy.de  Thu Oct 17 04:51:05 2002
From: sven.sternberger at desy.de (Sven Sternberger)
Date: 17 Oct 2002 10:51:05 +0200
Subject: [rt-users] The good old purge script!
Message-ID: <1034844665.26859.7.camel@zitpcx3298>

Hi!

I know you think this one of the old RTFM questions, but
I can?t find the purge script to delete old tickets anywhere.
In the ML archiv it is often mentioned but the only link I found
seems to be dead.

Who can send me a link or the script to purge "dead" tickets.

bye

Sven

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

From alan at linerate.net  Thu Oct 17 04:57:06 2002
From: alan at linerate.net (Alan Sawyer)
Date: Thu, 17 Oct 2002 18:57:06 +1000 (EST)
Subject: [rt-users] Users Guide?
In-Reply-To: <20021011163016.GP26822@pallas.fsck.com>
Message-ID: <Pine.LNX.4.33.0210171856460.628-100000@web.satlink.com.au>

Quick thanks to all the contributed and replied to my request,
see some of you on rt-doc-workers ;)

Alan

On Fri, 11 Oct 2002, Jesse Vincent wrote:

> These three documents have been copied into
>
> 	http://fsck.com/pub/rt/contrib/2.0/
>
> It would be great to get the changes in these docs merged back into
> fsck.com/rtfm/   If anyone is interested in working on that, please
> subscribe to rt-doc-workers at lists.fsck.com and start chatting. We can
> get folks who need it access to edit fsck.com/rtfm
>
> 	-j
>
> On Fri, Oct 11, 2002 at 12:04:10AM +1000, Gonzalo Servat wrote:
> > Thanks Rehan.
> >
> > They're now available here:
> >
> > http://www.linuxaus.com/WebRT%20Manual%20-%20Administration.doc (156K)
> > http://www.linuxaus.com/WebRT%20Manual%20-%20Installation.doc (176K)
> > http://www.linuxaus.com/WebRT%20Manual%20-%20User Guide share.doc (1.3M)
> >
> > Now we both feel like we've contributed to the rt2 project :-)
> >
> > Regards,
> > Gonzalo.
> >
> >
> > ++ 10/10/02 14:43 +0200 - Rehan van der Merwe:
> >
> > > Hi Gonzalo,
> > >
> > > I attached the Admin and Install docs too - they are pretty much mere copies of the RT/FM's, so I wouldn't really want to publish them, but maybe it is a good start for other to download and work on it some more.
> > >
> > > Thanks for publishing it (in advance)
> > >
> > > Rehan
> > >
> > > > -----Original Message-----
> > > > From: Gonzalo Servat [mailto:gonzalo at linuxaus.com]
> > > > Sent: Thursday, October 10, 2002 2:40 PM
> > > > To: Rehan van der Merwe
> > > > Cc: rt-users at lists.fsck.com; jesse at bestpractical.com
> > > > Subject: Re: [rt-users] Users Guide?
> > > >
> > > >
> > > > Hi.
> > > >
> > > > If you can send me the document I'll put it up on a server
> > > > and allow anyone to download it.
> > > >
> > > > Regards,
> > > > Gonzalo.
> > > >
> > > >
> > > > ++ 10/10/02 14:32 +0200 - Rehan van der Merwe:
> > > >
> > > > > Jesse,
> > > > >
> > > > > Can I send this to you for review to possibly post with the
> > > > contribs??
> > > > >
> > > > > I am afraid I dont have a spot to publish this.
> > > > >
> > > > > Rehan
> > > > >
> > > > > 	-----Original Message-----
> > > > > 	From: THAUVIN Blaise (Dir. Informatique FRP)
> > > > [mailto:bthauvin at clearchannel.fr]
> > > > > 	Sent: Thursday, October 10, 2002 2:19 PM
> > > > > 	To: Rehan van der Merwe; rt-users at lists.fsck.com
> > > > > 	Subject: RE: [rt-users] Users Guide?
> > > > >
> > > > >
> > > > >
> > > > > 	Hi,
> > > > >
> > > > > 	Maybe you could send it to the list, or send a link to it.
> > > > > 	I have a small user guide too, but it is in French.
> > > > Yours could be a
> > > > > starting point for a new, enhanced, guide
> > > > >
> > > > > 	blaise
> > > > >
> > > > > 	-----Message d'origine-----
> > > > > 	De : Rehan van der Merwe [mailto:rehan at nha.co.za]
> > > > > 	Envoy? : jeudi 10 octobre 2002 14:06
> > > > > 	? : rt-users at lists.fsck.com
> > > > > 	Objet : RE: [rt-users] Users Guide?
> > > > >
> > > > >
> > > > > 	Hi Alan.
> > > > >
> > > > > 	I can forward you the one I compiled for our company.
> > > > It is in Word
> > > > > format with screenshots etc.
> > > > >
> > > > > 	I adapted it from the RTFM pages and added and deleted
> > > > some stuff.
> > > > >
> > > > > 	Let me know if you want me to send it to you.  Its +/-
> > > > 1.2MB in size
> > > > >
> > > > > 	Rehan van der Merwe
> > > > >
> > > > > 	> -----Original Message-----
> > > > > 	> From: Alan Sawyer [mailto:alan at linerate.net]
> > > > > 	> Sent: Thursday, October 10, 2002 12:39 PM
> > > > > 	> To: rt-users at lists.fsck.com
> > > > > 	> Subject: [rt-users] Users Guide?
> > > > > 	>
> > > > > 	>
> > > > > 	> Hi All,
> > > > > 	> Rather than reinvent the wheel does anyone know of a good
> > > > > 	> users guide for RT already out there? Naturally it will have
> > > > > 	> to be adapted to the situation but basically a beginners
> > > > > 	> level user manual?
> > > > > 	>
> > > > > 	> Alan
> > > > > 	>
> > > > > 	>
> > > > > 	> _______________________________________________
> > > > > 	> 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 JoopvandeWege at mococo.nl  Thu Oct 17 07:45:53 2002
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Thu, 17 Oct 2002 13:45:53 +0200
Subject: Subject: [rt-users] rt 2-0-15 and oracle
In-Reply-To: <20021017060003.5490.64118.Mailman@pallas.eruditorum.org>
References: <20021017060003.5490.64118.Mailman@pallas.eruditorum.org>
Message-ID: <20021017133628.C57F.JOOPVANDEWEGE@mococo.nl>

> I just thought of another SMALL problem, you can't search on email body
> content anymore as soon as you switch to CLOB (I used VARCHAR2(4000)
> instead for a while and disallowed attachements so had no problems.)
> Ofcourse you can seach CLOB columns using Intermedia but here you have
> the same problem as with Left Joins you'll need to rewrite the where
> condition of the query to use Intermedia syntax for example:
> This is what we need:
> select content from attachments where contains(content,'%blablabla%')>0
> and this is what is constructed reformatted:
> SELECT   main.*
> FROM     tickets main, transactions transactions_1, attachments attachments_2
> WHERE    ((LOWER (attachments_2.content) LIKE '%blablabla%'))
> AND      ((main.effectiveid = main.id))
> AND      attachments_2.transactionid = transactions_1.id
> AND      main.id = transactions_1.ticket
> ORDER BY main.id ASC
> 
> If time permitting I might do that today since that is a question asked
> in the department.

I have just completed this and seems to work quite nice.
One thing that strikes me is that if I do a search on ticket content
that doesn't match 'test' and belongs to owner 'Dick' that I get a
result set which contains duplicate entries. The reason for this is that
there are normally more than one transaction per ticket which don't
contain the search string.
Is this normal behaviour?
The problem I have with this is that it leads to quite a big result set
if there are a lot of transactions per ticket which makes picking the
right ticket quite a problem.

Joop

From genov at sun-fish.com  Thu Oct 17 08:04:41 2002
From: genov at sun-fish.com (Stoyan Genov)
Date: Thu, 17 Oct 2002 14:04:41 +0200
Subject: Subject: [rt-users] rt 2-0-15 and oracle
In-Reply-To: <20021017133628.C57F.JOOPVANDEWEGE@mococo.nl>
References: <20021017060003.5490.64118.Mailman@pallas.eruditorum.org>
	<20021017133628.C57F.JOOPVANDEWEGE@mococo.nl>
Message-ID: <20021017140441.1748f7e8.genov@sun-fish.com>

The problem goes further -- the SearchBuilder module
is not adopted to make queries that oracle understands.
It has problems with the join clause, the limit/offset clause,
the distinct selections over CLOB type of fields, and others.

A colleague of mine did a preliminary version of SearchBuilder
which runs for oracle and _does not_ run for mysql/pgsql. When
we have time, we will most probably rearrange the SearchBuilder
module entirely, so it is complaint with mysql/pgsql/oracle and
will post this to the community. However, we're overloaded with work
and this might take days to finish.

Also, the schema for oracle has to be patched as well to keep
relational integrity of foreign keys in the database.

What is the official way to submit patches for rt?

--sdg

---- Joop van de Wege said: ----
> I have just completed this and seems to work quite nice.
> One thing that strikes me is that if I do a search on ticket content
> that doesn't match 'test' and belongs to owner 'Dick' that I get a
> result set which contains duplicate entries. The reason for this is that
> there are normally more than one transaction per ticket which don't
> contain the search string.
> Is this normal behaviour?
> The problem I have with this is that it leads to quite a big result set
> if there are a lot of transactions per ticket which makes picking the
> right ticket quite a problem.
> 
> Joop
> 
> 
> _______________________________________________
> 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 Chunyen.Liu at garmin.com  Thu Oct 17 11:43:08 2002
From: Chunyen.Liu at garmin.com (Liu, Chunyen)
Date: Thu, 17 Oct 2002 10:43:08 -0500
Subject: [rt-users] sendmail won't run rt-mailgate
Message-ID: <6899B5417148F34AA929F2950FEFB3FD78E91C@dallas.garmin.com>

I did check the FAQ and make sure I have the symbolic
link for rt-mailagte as follows:
   ln -s /usr/local/rt2/bin/rt-mailgate /etc/smrsh/rt-mailgate

I also check to make sure we did set up correctly in /etc/aliases
and "newaliases" but the mail message still got returned with the 
following error:

----- The following addresses had permanent fatal errors -----
> "|/usr/local/rt2/bin/rt-mailgate --queue temp --action correspond"
>     (reason: service unavailable)
>     (expanded from: <temp at geneva.garmin.com>)
> 
>    ----- Transcript of session follows -----
> smrsh: rt-mailgate not available for sendmail programs
> 554 5.0.0 Service unavailable <<ATT1037486.TXT>> <<test mail>>

Here are some notes:
(1) RT server used to be able to handle mail before.   
     Then a couple of days ago, RT server had trouble rebooting
     itself, so we did a hard reboot. (reset the mahine by pressing the
     button)      The hard reboot failed a few times at system 
     initialization.   We then found out the file "/etc/rc.d/rc.sysinit"
     had been set to read-only.     After changing the access mode,
     it thus rebooted successfully.
(2) What is weird is - it waited for almost an hour to return the
     error "Service unavailable".      In the past, if we mistyped 
     the queue's correspondence address, it got returned
     almost immediately.

Anyone has had similar experience or solutions?

Thanks.
- Chunyen

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From henning at schlund.de  Thu Oct 17 12:01:09 2002
From: henning at schlund.de (Henning Wackernagel)
Date: Thu, 17 Oct 2002 18:01:09 +0200
Subject: [rt-users] Keywords in Template
Message-ID: <3DAEDEC5.6020106@schlund.de>

hiho,

I want the selected keywords displayd in a Template.
Is this posible and when yes, how?

Thanks in advance,

Henning Wackernagel

From jesse at bestpractical.com  Thu Oct 17 16:58:32 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 17 Oct 2002 16:58:32 -0400
Subject: Subject: [rt-users] rt 2-0-15 and oracle
In-Reply-To: <20021017140441.1748f7e8.genov@sun-fish.com>
References: <20021017060003.5490.64118.Mailman@pallas.eruditorum.org> <20021017133628.C57F.JOOPVANDEWEGE@mococo.nl> <20021017140441.1748f7e8.genov@sun-fish.com>
Message-ID: <20021017205832.GA26822@pallas.fsck.com>

On Thu, Oct 17, 2002 at 02:04:41PM +0200, Stoyan Genov wrote:
> The problem goes further -- the SearchBuilder module
> is not adopted to make queries that oracle understands.
> It has problems with the join clause, the limit/offset clause,
> the distinct selections over CLOB type of fields, and others.

I've currently got someone who's working on a port of RT 3 to oracle,
though I'm sure that if someone else wanted to work on it as well, he'd
be thrilled. I'd strongly prefer that we target Oracle 9, rather than 
Oracle 8. As of 9, Oracle has introduced join syntax that works the
same as the rest of the world and deprecated their old join syntax.
While I actually _like_ oracle's syntax better, there is value to a
standard approach.

WRT clobs, I'm told that as of 9, oracle finally bundles Oracle Text
with the base product, which should make life much easier.

Limit/Offset: I'm given to understand that newer DBIs actually have 
a database-independent way of grabbing a subset of records returned,
which may be a better fit for searchbuilder.

> 
> A colleague of mine did a preliminary version of SearchBuilder
> which runs for oracle and _does not_ run for mysql/pgsql.

I'd love to see it.

> When we have time, we will most probably rearrange the SearchBuilder
> module entirely, so it is complaint with mysql/pgsql/oracle and
> will post this to the community. However, we're overloaded with work
> and this might take days to finish.

Please coordinate with me before you rip searchbuilder apart. That will 
make it much more likely that I'll be able to integrate it into the
standard "core".

> Also, the schema for oracle has to be patched as well to keep
> relational integrity of foreign keys in the database.

Has to or should?

> 
> What is the official way to submit patches for rt?

For RT, send patches to rt-devel at lists.fsck.com.
For searchbuilder, send patches to bug-dbix-searchbuilder at rt.cpan.org.

From here on in, this discussion should probably move to
rt-devel at lists.fsck.com

Thanks,
	Jesse

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

From drew.mooney at motorola.com  Thu Oct 17 17:25:24 2002
From: drew.mooney at motorola.com (Mooney Drew-DMOONEY1)
Date: Thu, 17 Oct 2002 16:25:24 -0500
Subject: [rt-users] Trouble installing development release...
Message-ID: <EFB813091B18D511BD3600508B644F8204353455@tx14exm06.ftw.mot.com>

I feel silly posting this - but I'm sure someone will know. I'm trying to
install a development release on the same box as our production release -
only in a different path, and with different database names of course.
Hopefully, installing the required perl mods for 2.1.41 won't break
2.0.15...

Anyway, I built our RT box on an unprotected network segment for easy access
to CPAN; then moved it to a network segment behind our proxy/firewall. <I
know - that was really silly> Now attempts to pull down perl mods from the
CPAN fail of course.

How can I re-configure CPAN to use our proxy? And / Or - since one of the
modes CPAN can kick into is to use lynx from the command line, where is the
lynx config file that allows one to specify a proxy? I played with lynx a
bit and had no luck.

TIA,

Drew M. Mooney	Motorola Professional Services
817-245-7489 desk	5555 North Beach Street - Mailstop 6a
817-245-7522 fax	Fort Worth, TX 76137
940-595-4761 mobile	<mailto:dmooney1 at email.mot.com
<mailto:dmooney1 at email.mot.com> >
888-809-9678 pager	<mailto:8888099678 at skytel.com
<mailto:8888099678 at skytel.com> >

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From freebsd at coal.sentex.ca  Thu Oct 17 18:05:20 2002
From: freebsd at coal.sentex.ca (freebsd at coal.sentex.ca)
Date: Thu, 17 Oct 2002 18:05:20 -0400
Subject: [rt-users] PostgreSQL and RT
Message-ID: <1901204287964.20021017180520@sentex.net>

We've got an RT instance that is starting to grow, and is getting
harder and harder on the system.  We've seen PostgreSQL use 20-25% of
CPU, with multiple instances running.

I guess a first question: does RT support connection pooling, or can
it use Unix-style sockets (instead of TCP/IP sockets) with PostgreSQL?
It looks like it can with MySQL, though I may be mistaken.

Secondly, does anyone have any pointers to postgres tuning?  I think
I've got it pretty well configured, just looking for someone to
compare configurations to.  The most I can think of is to up our
SHMMAXPGS (we're running FreeBSD), but I'm afraid of locking down too
much RAM.

The current system is a PIII-1GHz, with 756MB RAM.  When busy, the
load can easly hit 2.00, but usually sits around 0.30.  We
continuously see processes blocking (but that may be something else
going on), and there is little to no paging at all.

TIA.

From pdh at snapgear.com  Thu Oct 17 19:05:33 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 18 Oct 2002 09:05:33 +1000
Subject: [rt-users] The good old purge script!
In-Reply-To: <1034844665.26859.7.camel@zitpcx3298>
References: <1034844665.26859.7.camel@zitpcx3298>
Message-ID: <20021017230533.GA472@luggage>

Sven Sternberger wrote:
> Who can send me a link or the script to purge "dead" tickets.

http://lists.fsck.com/pipermail/rt-users/2002-August/009595.html
-- 
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 genov at sun-fish.com  Thu Oct 17 19:21:40 2002
From: genov at sun-fish.com (Stoyan Genov)
Date: Fri, 18 Oct 2002 01:21:40 +0200
Subject: Subject: [rt-users] rt 2-0-15 and oracle
In-Reply-To: <20021017205832.GA26822@pallas.fsck.com>
References: <20021017060003.5490.64118.Mailman@pallas.eruditorum.org>
	<20021017133628.C57F.JOOPVANDEWEGE@mococo.nl>
	<20021017140441.1748f7e8.genov@sun-fish.com>
	<20021017205832.GA26822@pallas.fsck.com>
Message-ID: <20021018012140.368141fd.genov@sun-fish.com>

---- Jesse Vincent said: ----

> I've currently got someone who's working on a port of RT 3 to oracle,
> though I'm sure that if someone else wanted to work on it as well, he'd
> be thrilled. I'd strongly prefer that we target Oracle 9, rather than 
> Oracle 8. As of 9, Oracle has introduced join syntax that works the
> same as the rest of the world and deprecated their old join syntax.
> While I actually _like_ oracle's syntax better, there is value to a
> standard approach.
> [...]
> WRT clobs, I'm told that as of 9, oracle finally bundles Oracle Text
> with the base product, which should make life much easier.

Sure there is a value in standard approach, only I'm not sure
whether my company will move to oracle 9; IMO a twisted solution
which takes into consideration the database engine and its version
is needed.

> Limit/Offset: I'm given to understand that newer DBIs actually have 
> a database-independent way of grabbing a subset of records returned,
> which may be a better fit for searchbuilder.

Sure, but I'm aware only of the $max_rows parameter to fetchall_arrayref()
which gives us the limit, but not the offset.
 
> > 
> > A colleague of mine did a preliminary version of SearchBuilder
> > which runs for oracle and _does not_ run for mysql/pgsql. 
> 
> I'd love to see it.
> [...]
> Please coordinate with me before you rip searchbuilder apart. That will 
> make it much more likely that I'll be able to integrate it into the
> standard "core".

I'll talk with him tomorrow and if he has no considerations,
I'll post it. Surely, we'll coordinate efforts in keeping SearchBuilder
consistent.

> > Also, the schema for oracle has to be patched as well to keep
> > relational integrity of foreign keys in the database.
> 
> Has to or should?

Has to, in order to get mysql's auto_increment extra for id fields.
However, haven't looked at rt's code -- just created the triggers
when ported the database.

create or replace trigger TABLE_autoinc before insert on TABLE
	for each row when (new.id is null)
	begin
		select TABLE_seq.nextval into :new.id from dual;
	end TABLE_autoinc;

> > 
> > What is the official way to submit patches for rt?
> 
> For RT, send patches to rt-devel at lists.fsck.com.
> For searchbuilder, send patches to bug-dbix-searchbuilder at rt.cpan.org.

Thanks. Will post there when there is something deserving a post.

> >From here on in, this discussion should probably move to
> rt-devel at lists.fsck.com

OK, moving to rt-devel, with a cross-posting against all the rules,
just to keep the rt-users archive consistent.

> 
> Thanks,
> 	Jesse

You're welcome,
--sdg

From mwatson at netspace.net.au  Thu Oct 17 22:11:00 2002
From: mwatson at netspace.net.au (Matthew Watson)
Date: Fri, 18 Oct 2002 12:11:00 +1000
Subject: [rt-users] Slow ticket creation with postgres?
Message-ID: <FCEEINDILJOBHBHAPOJPKEFFEIAA.mwatson@netspace.net.au>

Hi,

Details.
 postgres 7.2.3
 RT. 2.0.11

In an attempt to speed things up a bit on our RT2 system, I'm playing with
converting the database from
mysql to postgres. I'm finding postgres to be somewhat slower in general,
but expect it to hold up
better in a multi user environment that mysql. However, when I go to create
a new ticket
via the WebUI, it takes about 40 seconds to bring up the ticket creation
window, this doesn't take anywhere
near that long in mysql?

I've put postgres into debug_level 2, and it seems that it is doing ALOT of
queries to workout who has the rights to own tickets in
the queue i'm creating the ticket in. I'm using the standard indexes that
ship with rt2.0.11

Any hints as to how to speed this up?
----------------------------------------------
Matthew Watson
Development, Netspace Online Systems
mwatson at netspace.net.au
---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.394 / Virus Database: 224 - Release Date: 3/10/2002

From mwatson at netspace.net.au  Thu Oct 17 22:59:20 2002
From: mwatson at netspace.net.au (Matthew Watson)
Date: Fri, 18 Oct 2002 12:59:20 +1000
Subject: [rt-users] RT2 issuing a commit?
Message-ID: <FCEEINDILJOBHBHAPOJPIEFIEIAA.mwatson@netspace.net.au>

Heya.

Anyone know when RT issues a comment? From looking at the sql's being
dumped from
postgres, its wrapping every sql statement in a transaction, which would
surely slow
it down somewhat? I assume autocommit is set to on by default, anyone know
off hand
if there would be issues with me turning autocommit off?

Regards

----------------------------------------------
Matthew Watson
Development, Netspace Online Systems
mwatson at netspace.net.au
---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.394 / Virus Database: 224 - Release Date: 3/10/2002

From Andreas.Banze at Geodata.de  Fri Oct 18 02:08:15 2002
From: Andreas.Banze at Geodata.de (Banze, Andreas)
Date: Fri, 18 Oct 2002 08:08:15 +0200
Subject: [rt-users] Trouble installing development release...
Message-ID: <1D9A340F01C29341A4C4DEDBED45B61E1905D3@srv000000002.geodata.net>

How can I re-configure CPAN to use our proxy?

perl -MCPAN -e shell;

o conf http_proxy your_proxy:port

And / Or - since one of the modes CPAN can kick into is to use lynx from
the command line, where is the lynx config file that allows one to specify a
proxy? I played with lynx a bit and had no luck.

/etc/lynx.cfg

look for http_proxy

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From khera at kcilink.com  Fri Oct 18 09:51:14 2002
From: khera at kcilink.com (Vivek Khera)
Date: Fri, 18 Oct 2002 09:51:14 -0400
Subject: [rt-users] Slow ticket creation with postgres?
In-Reply-To: <FCEEINDILJOBHBHAPOJPKEFFEIAA.mwatson@netspace.net.au>
References: <FCEEINDILJOBHBHAPOJPKEFFEIAA.mwatson@netspace.net.au>
Message-ID: <15792.4562.677463.920619@yertle.kciLink.com>

>>>>> "MW" == Matthew Watson <mwatson at netspace.net.au> writes:

MW>  Any hints as to how to speed this up?

How big is your DB?  How much SHM did you allow Postgres to use?  Did
you "vacuum analyze" your tables recently (or frequently)?

It is plenty fast for us.

I just need to get around to purging the dead tickets... laziness
keeps me from doing it.

From khera at kcilink.com  Fri Oct 18 10:04:47 2002
From: khera at kcilink.com (Vivek Khera)
Date: Fri, 18 Oct 2002 14:04:47 -0000
Subject: [rt-users] PostgreSQL and RT
In-Reply-To: <1901204287964.20021017180520@sentex.net>
References: <1901204287964.20021017180520@sentex.net>
Message-ID: <mailman.55.1665675570.23426.rt-users@lists.bestpractical.com>

>>>>> "f" == freebsd  <freebsd at coal.sentex.ca> writes:

f> compare configurations to.  The most I can think of is to up our
f> SHMMAXPGS (we're running FreeBSD), but I'm afraid of locking down too
f> much RAM.

You also need to bump up the SHM that postgres uses.  The defaults are
pretty bad for any large database.  Try with 25% of your RAM for SHM,
and tell freebsd to use SHM directly -- not thru the VM system.
There's a sysctl for that.

Also, you need to ensure that you "vacuum analyze" your tables
regularly.  I do my RT tables nightly.

From niranjanalt at yahoo.com  Fri Oct 18 10:26:59 2002
From: niranjanalt at yahoo.com (Niranjan Patel)
Date: Fri, 18 Oct 2002 07:26:59 -0700 (PDT)
Subject: [rt-users] User Loading Script
Message-ID: <20021018142659.14139.qmail@web12904.mail.yahoo.com>

Hello,

Did any one try loading users using script
I am using rt2.0.15 with mysql db.
I am going to try this and was wondering if anyone did
this.
Password field is always different even if I use same
ascii password.

Thanks
Niranjan

__________________________________________________
Do you Yahoo!?
Faith Hill - Exclusive Performances, Videos & More
http://faith.yahoo.com

From niranjanalt at yahoo.com  Fri Oct 18 11:10:12 2002
From: niranjanalt at yahoo.com (Niranjan Patel)
Date: Fri, 18 Oct 2002 08:10:12 -0700 (PDT)
Subject: [rt-users] Loading Users using Script
Message-ID: <20021018151012.29055.qmail@web12908.mail.yahoo.com>

Hello,

Has anyone try to load users for RT from a test file.
Or tried to write a script to load users.
I am tring to do that, one issue was the use of crypt
package for password cryption.

Thanks,
Niranjan

__________________________________________________
Do you Yahoo!?
Faith Hill - Exclusive Performances, Videos & More
http://faith.yahoo.com

From dphull at ku.edu  Fri Oct 18 15:01:55 2002
From: dphull at ku.edu (dphull at ku.edu)
Date: Fri, 18 Oct 2002 14:01:55 -0500 (CDT)
Subject: [rt-users] Altering queue order
Message-ID: <Pine.LNX.4.44.0210181359460.11509-100000@insipid.cc.ukans.edu>

We recently started throwing all tickets into the "general" queue and 
letting our customer service manager reassign the tickets to different 
queues as she see's fit.

We'd like to have the "general" queue be at the top of the "New ticket in" 
drop down list. Is there an easy way to do this?

Thanks.

-- 
Dave Hull
Senior Information Technology Analyst
The University of Kansas
voice: (785) 864-0403 || fax: (785) 864-0485

From johan.edstrom at sca.com  Fri Oct 18 15:07:25 2002
From: johan.edstrom at sca.com (Edstrom Johan)
Date: Fri, 18 Oct 2002 14:07:25 -0500
Subject: [rt-users] Altering queue order
References: <Pine.LNX.4.44.0210181359460.11509-100000@insipid.cc.ukans.edu>
Message-ID: <3DB05BED.9030301@sca.com>

A very simple way - Name the Queue -General (Dash General)

From seph at commerceflow.com  Sat Oct 12 14:30:09 2002
From: seph at commerceflow.com (seph)
Date: 12 Oct 2002 11:30:09 -0700
Subject: [rt-users] auto add users not in db
In-Reply-To: <20021009155719.46977.qmail@web21507.mail.yahoo.com>
References: <20021009155719.46977.qmail@web21507.mail.yahoo.com>
Message-ID: <87u1jrzf0u.fsf@commerceflow.com>

Aaron Bryant <bryantac67 at yahoo.com> writes:

> I have managed to configure apache to get the
> ExternalAuth to work, but it seems if a user is not
> already entered into the local db, then they login to
> RT anyway.  Is there a hack out there that works with
> the ExternalAuth that checks if a user is in the local
> db and, if not, adds them so that they can access RT
> once they are authenticated?

yup, it's easy. I sent a patch to do this awhile ago:
http://lists.fsck.com/pipermail/rt-devel/2002-May/002357.html

seph

From seph at commerceflow.com  Thu Oct 17 14:52:41 2002
From: seph at commerceflow.com (seph)
Date: 17 Oct 2002 11:52:41 -0700
Subject: [rt-users] MySQL performance
In-Reply-To: <20021015224843.GK652@pico.apple.com>
References: <20021015224843.GK652@pico.apple.com>
Message-ID: <874rbk99ty.fsf@commerceflow.com>

> I'm running RT 2.0.14 with Perl 5.6.1, MySQL 3.32.52 on a Solaris 2.6 box.  I
> have 13800 tickets in my RT database and it's a little slow at times (15 
> seconds to bring up a ticket in the web UI).

One of my RT installs is very slow (over 15 seconds) to bring up an
update ticket screen (like comment on ticket or reply to ticket). I'm
pretty sure it's slow because the update ticket screen does an acl
check for each user to construct the change owner menu.

Are you seeing slowness on every ticket display, or the modify ticket
pages? How many users do you have?

seph

From khera at kcilink.com  Fri Oct 18 15:44:54 2002
From: khera at kcilink.com (Vivek Khera)
Date: Fri, 18 Oct 2002 15:44:54 -0400
Subject: [rt-users] MySQL performance
In-Reply-To: <874rbk99ty.fsf@commerceflow.com>
References: <20021015224843.GK652@pico.apple.com>
	<874rbk99ty.fsf@commerceflow.com>
Message-ID: <15792.25782.789314.298678@onceler.kciLink.com>

>>>>> "s" == seph  <seph at commerceflow.com> writes:

s> One of my RT installs is very slow (over 15 seconds) to bring up an
s> update ticket screen (like comment on ticket or reply to ticket). I'm
s> pretty sure it's slow because the update ticket screen does an acl
s> check for each user to construct the change owner menu.

I just noticed that an RT upgraded from an earlier 2.0.x line to the
current is lacking some primary key indexes.  This may make pulling
up a ticket based on ticket ID slow, since there is no direct index on
ticket ID.

I did the following in Postgres (just about 20 minutes ago):

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);

I also added some referential integrity to make deleting dead tickets
and all associated data easier.  You may or may not want to do this.

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;

From TGFurnish at herff-jones.com  Fri Oct 18 16:57:35 2002
From: TGFurnish at herff-jones.com (Furnish, Trever G)
Date: Fri, 18 Oct 2002 15:57:35 -0500
Subject: [rt-users] Something between normal auth and external auth?
Message-ID: <5D8D9455134FD211AE4900A0C9DED11E0773FA8E@indy1ntm.herff-jones.com>

Forgive me if this is a poorly researched question - I've set up rt a few
times (pre 1.0 and 2.0 branches) and spent the last several hours going
through the last few months of email archives for related stuff but I'm not
finding what I was hoping for...

I understand that RT has two methods of handling authentication:
	1. Everything internal to RT and its database.
	2. Everything external to RT except the username, with whatever the
web server sets as REMOTE_USER used for identifying the user but
authentication happening externally.

...and further that using #2 means no logout functionality is available
because of http's stateless nature.

I'd appreciate thoughts, warnings, pointers to starting places on an
middle-ground approach: Having RT call an external script for authentication
directly, then managing the session as though it had done normal internal
authentication, keeping the logout functionality available and requiring no
additional support in the web server process.

For everyone the benefit would be having the ability to a let a user 'log
out' while still using external authentication.  For my specific case, there
would be additional benefits, not the least of which is not needing to
maintain a manually compiled Apache install to support RT.

Without having looked at the RT code at all, I'm assuming that when RT isn't
using external authentication, it does a process similar to:
	1. If there's no valid session cookie, then request user
credentials.
	2. Check user credentials against database.
	3. Assuming the creds were ok, set a session cookie and permit
access.

And that the code performing step 2 is what would need to be expanded.

Has someone already done that?  Am I missing something as to why it wouldn't
work?

--
Trever

From chuck at vianet.ca  Fri Oct 18 17:14:16 2002
From: chuck at vianet.ca (Chuck Pitre)
Date: Fri, 18 Oct 2002 17:14:16 -0400
Subject: [rt-users] Authentication troubles
Message-ID: <3DB079A8.7010800@vianet.ca>

*System information at the end of the email.

Problem:
When the "Login" page loads, I always get the following error when 
attempting to authenticate "Your username or password is incorrect"

What I've tried so far:
I've reset the password by using the rtadmin command.

spliff:/opt/rt2/bin# ./rtadmin --user=root --password="password"

User root Password: The new value has been set.
spliff:/opt/rt2/bin#

I know its modifying the password field because the hash changes in 
MySQL database.

During the installation I followed the README file that came with the 
src as well as the Debian installation notes found at
http://fsck.com/rtfm/article.html?id=1#156

So far I've tried stabbing a clear text password by using the "update" 
command :> update Users set password="password" where id="3";
id 3 happens to be root.

mysql>

I've dropped the db and re-ran make install twice so far (make testdeps 
finds everything BTW) to no avail.  So I know its installing right and 
it has to be something with my configuration.

The last time I played with Request Tracker was in its ealier versions, 
the configs don't even look the same anymore....

I was hoping someone has run into this problem before - 'cause quite 
frankly I'm lost...

I can't confirm 100% that the scipts are talking to the mysql server 
(nothing gets generated in the rt.log file.....)
$LogToScreen = 'error';
$LogToFile = 'debug';
However I think its fair to assume that it is because when I stop the 
mysql daemon and attempt to login, Apache gives me an internal 
configuration error.

Does anyone ahve any ideas?  My guess is that its something stupid and 
simple that I've overlooked.

Thank you

--- system information --
Linux spliff 2.2.20 #1 Sat Apr 20 11:45:28 EST 2002 i686 Celeron 
(Mendocino) GenuineIntel GNU/Linux

ServerName spliff.vianet.ca

DocumentRoot /opt/rt2/WebRT/html

PerlModule Apache::DBI
PerlFreshRestart On
PerlRequire /opt/rt2/bin/webmux.pl
<Location />
  Sethandler perl-script
  PerlHandler RT::Mason
</Location>

<Directory />
     Options SymLinksIfOwnerMatch
     AllowOverride None
</Directory>

*NOTE*
This machine is using a RFC1918 ip address
In the hosts file, the following has been added:
192.168.100.3   spliff  spliff.vianet.ca
*END NOTE*

Apache/1.3.26 Server at spliff.vianet.ca Port 80

ii  mysql-server   3.23.52-2      mysql database server binaries
ii  mysql-client   3.23.52-2      mysql database client binaries
ii  mysql-common   3.23.52-2      mysql database common files

From drew.mooney at motorola.com  Fri Oct 18 18:07:12 2002
From: drew.mooney at motorola.com (Mooney Drew-DMOONEY1)
Date: Fri, 18 Oct 2002 17:07:12 -0500
Subject: [rt-users] Trouble installing development release...
Message-ID: <EFB813091B18D511BD3600508B644F82043534C4@tx14exm06.ftw.mot.com>

Many thanks Andreas.

-----Original Message-----
From: Banze, Andreas [mailto:Andreas.Banze at Geodata.de] 
Sent: Friday, October 18, 2002 1:08 AM
To: 'rt-users at lists.fsck.com'
Subject: RE: [rt-users] Trouble installing development release...

How can I re-configure CPAN to use our proxy?

perl -MCPAN -e shell;

o conf http_proxy your_proxy:port

And / Or - since one of the modes CPAN can kick into is to use lynx from
the command line, where is the lynx config file that allows one to specify a
proxy? I played with lynx a bit and had no luck.

/etc/lynx.cfg

look for http_proxy

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From drew.mooney at motorola.com  Fri Oct 18 18:46:05 2002
From: drew.mooney at motorola.com (Mooney Drew-DMOONEY1)
Date: Fri, 18 Oct 2002 17:46:05 -0500
Subject: [rt-users] Altering queue order
Message-ID: <EFB813091B18D511BD3600508B644F82043534C6@tx14exm06.ftw.mot.com>

Or you could preface each queue name with a number 1_general, 2_helpdesk,
etc. in the event you want to order more than just the first queue.

This might present a problem if you don't get the order of them right first
time around - but nothing a bit of SQL stuff wouldn't fix...

-drew-

-----Original Message-----
From: Edstrom Johan [mailto:johan.edstrom at sca.com] 
Sent: Friday, October 18, 2002 2:07 PM
To: dphull at ku.edu
Cc: rt-users
Subject: Re: [rt-users] Altering queue order

A very simple way - Name the Queue -General (Dash General)

From drew.mooney at motorola.com  Fri Oct 18 18:55:51 2002
From: drew.mooney at motorola.com (Mooney Drew-DMOONEY1)
Date: Fri, 18 Oct 2002 17:55:51 -0500
Subject: [rt-users] Sessiondata crontab on Solaris....
Message-ID: <EFB813091B18D511BD3600508B644F82043534C7@tx14exm06.ftw.mot.com>

Heads up for anyone NOT running RT on a Linux box:

This good advice from the RT/FM works great on Linux variants - since the
Linux 'find' understands '-amin +600' to mean anything that hasn't been
accessed in the last ten hours.

WARNING: Do not install this cron job or run this find command if your
MASON_SESSION_PATH (known in config.pm as $MasonSessionDir) points to a
directory that could EVER contain any file that's not a Apache::Session
datafile. 
If you're running RT on it's own, this should not be an issue. Add these
lines to /etc/crontab: 
# Every hour, delete session files and lockfiles that haven't
# been touched in 10 hours

0 * * * * find /path/to/rt2/WebRT/sessiondata -type f -amin +600 -exec rm
'{}' \;

Solaris 'find' is a little less granular - you have to change the '-amin
+600' to '-atime +1' - which means that anything that hasn't been touched in
the last day [24 hours] gets deleted.

I'm guessing that if you're handy enough to get RT running on Solaris, you
probably either already knew this or had the wherewithal to figure it out
for yourself.

For me it was one of those low-priority fixes that I just got around to
doing when I noticed that 'sessiondata' had some month-old files in it. If
you don't have a very large WebRT partition on your box, this could
eventually be a problem. So. If you use Solaris, change your crontab to this
instead:

# Every hour, delete session files and lockfiles that haven't
# been touched in 10 hours
#
0 * * * * find /path/to/rt2/WebRT/sessiondata -type f -atime +1 -exec rm
'{}' \;
#

Oh - and if you didn't know this, cron isn't very happy when a crontab file
contains blank lines. If you want to 'doublespace' your cron entries for
readability, start each 'empty' line with a #

Drew M. Mooney	Motorola Professional Services
817-245-7489 desk	5555 North Beach Street - Mailstop 6a
817-245-7522 fax	Fort Worth, TX 76137
940-595-4761 mobile	<mailto:dmooney1 at email.mot.com
<mailto:dmooney1 at email.mot.com> >
888-809-9678 pager	<mailto:8888099678 at skytel.com
<mailto:8888099678 at skytel.com> >

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From mwatson at netspace.net.au  Fri Oct 18 20:03:22 2002
From: mwatson at netspace.net.au (Mat)
Date: Sat, 19 Oct 2002 10:03:22 +1000
Subject: [rt-users] Slow ticket creation with postgres?
In-Reply-To: <15792.4562.677463.920619@yertle.kciLink.com>
Message-ID: <IAECIBNIPGKFNINKNHNNMEHIEHAA.mwatson@netspace.net.au>

the database is about 400,000 tickets (which works out to be a little under
4 million rows across all tables)

Yep vacuum analyzed it, (its a new import, shouldn't be alot for it to do.)

my memory setups are as follows

shared_buffers = 30400
max_fsm_relations = 500
max_fsm_pages = 10000
sort_mem = 32168
fsync = false

for most pages is it comparable to mysql, however for the create new ticket
page, its about 10 times slower. I've checked the indexing, and it _seems_
fine.

Mat

> -----Original Message-----
> From: Vivek Khera [mailto:khera at kcilink.com]
> Sent: Friday, 18 October 2002 11:51 PM
> To: Matthew Watson
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Slow ticket creation with postgres?
>
>
> >>>>> "MW" == Matthew Watson <mwatson at netspace.net.au> writes:
>
>
> MW>  Any hints as to how to speed this up?
>
> How big is your DB?  How much SHM did you allow Postgres to use?  Did
> you "vacuum analyze" your tables recently (or frequently)?
>
> It is plenty fast for us.
>
> I just need to get around to purging the dead tickets... laziness
> keeps me from doing it.
>
> ---
>
> Checked by AVG anti-virus system (http://www.grisoft.com).
> Version: 6.0.394 / Virus Database: 224 - Release Date: 3/10/2002
>
---

Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.394 / Virus Database: 224 - Release Date: 3/10/2002

From vbhatia at lbl.gov  Sat Oct 19 21:32:12 2002
From: vbhatia at lbl.gov (Vik Bhatia)
Date: Sat, 19 Oct 2002 18:32:12 -0700
Subject: [rt-users] Custom Fields in RT 2.0.15
Message-ID: <3DB2079C.8080308@lbl.gov>

All,
I am an RT newbie. I have successfully installed RT 2.0.15 with Apache 
1.3.26, mod_perl and perl 5.6.1. I am currently looking into the 
configuration aspect of it and have a general question.

Is there custom field support in RT? I have a few fields that I would 
like to add to the "Ticket form" in order to capture essential 
information about the requestor. From all the docs I have read, it seems 
like custom fields is something thats going to be made available in the 
future. My needs are sort of immediate. Has anyone gotten around this 
issue somehow? I have read that 2.1.39 has the custom field feature. Any 
word on whether it is stable to use ??

Thanks in advance,

-Vik

From vbhatia at lbl.gov  Sun Oct 20 00:37:28 2002
From: vbhatia at lbl.gov (Vik Bhatia)
Date: Sat, 19 Oct 2002 21:37:28 -0700
Subject: [rt-users] Search Users: RT-2.0.15
Message-ID: <3DB23308.306@lbl.gov>

Folks,
I am using RT-2.0.15 and Oracle 8.1.7. I recently installed RT on my 
solaris box and am aware to some extent of the SearchBuilder issues and 
Oracle. I have received valuable suggestions from the list and that has 
got me this far. Thank you to all who responded.

I have created a few users through the web UI while logged in as root. 
The problem is, I cannot use the search feature under 
Configuration-->Search to pull up a list of existing users. I suspect we 
are generating incorrect SQL for oracle, but don't know where to find 
it. I am able to log in as the user I created. Has anyone run into this 
issue? I would appreciate any help/ideas.

Thanks,

-Vik

From louie at chikka.com  Sun Oct 20 02:11:53 2002
From: louie at chikka.com (louie miranda)
Date: Sun, 20 Oct 2002 14:11:53 +0800
Subject: [rt-users] Can't login (NO AUTHENTICATION - NOT MOVING)
References: <00c901c2748a$3665b820$0b00000a@nocpc3> <20021016011341.GI465@luggage>
Message-ID: <028d01c277ff$95e05cb0$0b00000a@nocpc3>

> Do you have multiple perl versions installed?

No i dont.

--
thanks
louie miranda

----- Original Message -----
From: "Phil Homewood" <pdh at snapgear.com>
To: <rt-users at lists.fsck.com>
Sent: Wednesday, October 16, 2002 9:13 AM
Subject: Re: [rt-users] Can't login (NO AUTHENTICATION - NOT MOVING)

> louie miranda wrote:
> > Checking for Apache::Cookie....Apache::Cookie not installed.
> > Checking for Apache::Session 1.53 ....Apache::Session 1.53  not
installed.
> >
> > Now im wondering why does Apache::Session can't be seen on and
> > Apache::Cookie
> > I even download them on cpan.org
> >
> > BTW, this apache session and cookie are being seen on
"perl -MCPAN -eshell"
> > console.
>
> Do you have multiple perl versions installed?
>
> > And still does not work, Is this problem related on my login problems??
>
> Possibly.
> --
> 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 autrijus at autrijus.org  Sun Oct 20 11:12:11 2002
From: autrijus at autrijus.org (Autrijus Tang)
Date: Sun, 20 Oct 2002 23:12:11 +0800
Subject: [rt-users] Custom Fields in RT 2.0.15
In-Reply-To: <3DB2079C.8080308@lbl.gov>
References: <3DB2079C.8080308@lbl.gov>
Message-ID: <20021020151211.GA8668@not.autrijus.org>

On Sat, Oct 19, 2002 at 06:32:12PM -0700, Vik Bhatia wrote:
> My needs are sort of immediate. Has anyone gotten around this 
> issue somehow? I have read that 2.1.39 has the custom field feature. Any 
> word on whether it is stable to use ??

The Oracle's schema iirc hadn't been ported.  Otherwise I dareway
that the custom field support is pretty stable.

If you need to let the user to enter multiple entries of the same
columns (i.e. a entry table), I have a patch here that does it, too.

(but this thread really belongs to rt-devel.)

From chuck at vianet.ca  Sun Oct 20 15:42:47 2002
From: chuck at vianet.ca (Chuck Pitre)
Date: Sun, 20 Oct 2002 15:42:47 -0400
Subject: [rt-users] Segmentation Fault (11)
Message-ID: <3DB30737.5090406@vianet.ca>

My httpd child processes are segfaulting when I attempt to reach 
http://noc.vianet.ca/rt2

My browser (Mozilla) opens a window saying "Document Contains No Data [...]"

I've attached the output of an strace I ran on one of the child processes

Here's my apache virthost config:

<VirtualHost *>
   ServerAdmin noc at vianet.ca
   DocumentRoot /export/webroot/www/noc.vianet.ca
   ServerName noc.vianet.ca
   AddHandler cgi-script .pl
   AddHandler cgi-script .cgi
   AddType application/x-httpd-php .php

# Added by Chuck Oct20/02
   PerlModule Apache::DBI
   PerlFreshRestart On
   #
   <Directory /export/webroot/www/noc.vianet.ca>
         Options -Indexes FollowSymLinks Includes ExecCGI
         AllowOverride AuthConfig
   </Directory>

# Added by Chuck Oct20/02
   <Directory /export/webroot/www/rt.vianet.ca>
     Options -All
     AllowOverride None
   </Directory>
   Alias /rt2/ /export/webroot/www/rt.vianet.ca/rt2/WebRT/html/
  PerlRequire /export/webroot/www/rt.vianet.ca/rt2/bin/webmux.pl
   <Location /rt2>
         SetHandler perl-script
         PerlHandler RT::Mason
   </Location>
   #

<Location /admin/server-status>
         SetHandler server-status
   </Location>
   <Location /admin/server-info>
         SetHandler server-info
   </Location>
   <LocationMatch ^/?(index.cgi|/images/vianet.gif)?$>
         Allow from ALL
         Satisfy Any
   </LocationMatch>
   ErrorLog /export/webroot/weblogs/noc.vianet.ca-error.log
   CustomLog /export/webroot/weblogs/noc.vianet.ca-access.log combined
</VirtualHost>

noc:/etc/httpd# uname -a
Linux noc 2.4.18 #4 Fri Jun 28 09:38:03 EDT 2002 i686 unknown
noc:/etc/httpd#

noc:/etc/httpd# dpkg -l perl\* |grep ii
ii  perl           5.6.1-7        Larry Wall's Practical Extraction and 
Report
ii  perl-base      5.6.1-7        The Pathologically Eclectic Rubbish 
Lister.
ii  perl-doc       5.6.1-7        Perl documentation.
ii  perl-modules   5.6.1-7        Core Perl modules.
noc:/etc/httpd#

any ideas?
--

Chuck Pitre
ViaNet Internet Solutions Inc.
Network Operations
(705) 675-0400 tel ex 231
(705) 675-0404 fax

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From chuck at vianet.ca  Sun Oct 20 16:24:26 2002
From: chuck at vianet.ca (Chuck Pitre)
Date: Sun, 20 Oct 2002 16:24:26 -0400
Subject: [rt-users] Segmentation Fault - update
Message-ID: <3DB310FA.2050008@vianet.ca>

Here's the output of my latest strace:
accept(19, {sin_family=AF_INET, sin_port=htons(2214), 
sin_addr=inet_addr("209.91.128.27")}}, [16]) = 3
rt_sigaction(SIGUSR1, {SIG_IGN}, {0x8080124, [], 
SA_INTERRUPT|0x4000000}, 8) = 0
getsockname(3, {sin_family=AF_INET, sin_port=htons(80), 
sin_addr=inet_addr("209.91.157.205")}}, [16]) = 0
setsockopt(3, SOL_TCP, TCP_NODELAY, [1], 4) = 0
brk(0x8c3e000)                          = 0x8c3e000
brk(0x8c41000)                          = 0x8c41000
brk(0x8c44000)                          = 0x8c44000
read(3, "GET / HTTP/1.1\r\nHost: rt.vianet."..., 4096) = 425
rt_sigaction(SIGUSR1, {SIG_IGN}, {SIG_IGN}, 8) = 0
time(NULL)                              = 1035145000
gettimeofday({1035145000, 424668}, NULL) = 0
stat64("/export/webroot/www/rt.vianet.ca/rt2/WebRT/html", 
{st_mode=S_IFDIR|0755, st_size=4096, ...}) = 0
--- SIGSEGV (Segmentation fault) ---

After re-reading my original strace (should have done that first before 
mailling the list I guess) I noticed that it was my alias command that 
wasn't working (though apachectl configtest or apachectl restart never 
spewed out any errors to my console.)

So I circumvented the problem by making it a VirtualHost (which I should 
have done in the first place I guess)

-- httpd.conf --
<VirtualHost *>
   ServerAdmin chuck at vianet.ca
   DocumentRoot /export/webroot/www/rt.vianet.ca/rt2/WebRT/html
   ServerName rt.vianet.ca
   PerlModule Apache::DBI
   PerlFreshRestart On
   PerlRequire /export/webroot/www/rt.vianet.ca/rt2/bin/webmux.pl
   <Location />
     SetHandler perl-script
     PerlHandler RT::Mason
   </Location>

# This is me getting desperate Oct20/02
   <Directory /export/webroot/www/rt.vianet.ca>
         Options -All
         AllowOverride None
   </Directory>
   #

ErrorLog /export/webroot/weblogs/rt.vianet.ca-error.log
</VirtualHost>

any ideas?
thanks.

Chuck Pitre
ViaNet Internet Solutions Inc.
Network Operations
(705) 675-0400 tel ex 231
(705) 675-0404 fax

From patrick at pwhsnet.com  Mon Oct 21 02:20:54 2002
From: patrick at pwhsnet.com (Patrick O. Fish)
Date: Sun, 20 Oct 2002 23:20:54 -0700
Subject: [rt-users] make install problems
Message-ID: <006901c278ca$0328d610$1401a8c0@pwhsnet.com>

I went though the manual, and searched the archives, but nothing helped.

# make install
<snip>
Enter the mysql administrator's database password to create a new user for RT
Enter the mysql administrator's database password to nondestructively reload the database
/usr/bin/perl   tools/initdb 'mysql' '/usr/local' 'localhost' '' 'rt_user' 'rt2' insert
Now populating database schema.
Enter the mysql password for rt_user:
Creating database schema.
DBI->connect(dbname=rt2;host=localhost) failed: Access denied for user: 'rt_user at localhost' (Using password: YES) at tools/initdb line 144
Access denied for user: 'rt_user at localhost' (Using password: YES) at tools/initdb line 144, <STDIN> chunk 1.
*** Error code 255

Stop in /root/rt-2-0-15.
#

# Set DB_DBA to the name of a DB user with permission to create new databases
# Set DB_DBA_PASSWORD to that user's password (if you don't, you'll be prompted
# later)

# For mysql, you probably want 'root'
# For Pg, you probably want 'postgres'
# For oracle, you want 'system'

DB_DBA                  =       root
DB_DBA_PASSWORD         =       <myrootmysqlpassword>

Any ideas?

-p
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From pdh at snapgear.com  Mon Oct 21 03:00:58 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 21 Oct 2002 17:00:58 +1000
Subject: [rt-users] make install problems
In-Reply-To: <006901c278ca$0328d610$1401a8c0@pwhsnet.com>
References: <006901c278ca$0328d610$1401a8c0@pwhsnet.com>
Message-ID: <20021021070058.GD969@luggage.internal.moreton.com.au>

Patrick O. Fish wrote:
> Access denied for user: 'rt_user at localhost' (Using password: YES) at tools/initdb line 144, <STDIN> chunk 1.
> *** Error code 255
> 
> DB_DBA                  =       root
> DB_DBA_PASSWORD         =       <myrootmysqlpassword>

# Set this to the name of the rt database user

DB_RT_USER              =       rt_user

# Set this to the password used by the rt database user
# *** Change This Before Installation***
 
DB_RT_PASS              =      <yourrt_usermysqlpassword>

:-)

-- 
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 fstanley at netburner.com  Mon Oct 21 13:19:10 2002
From: fstanley at netburner.com (Forrest Stanley)
Date: Mon, 21 Oct 2002 10:19:10 -0700
Subject: [rt-users] whats wrong with my new Condition...
Message-ID: <5.1.0.14.2.20021021100959.00bcb550@mail.netburner.com>

This condition is supposed to return true when the owner has responded to a 
request. The scrip changes the status to resolved when the condition is 
true. I ran perl insert_condition_OwnerCorrespond.pl and it ran fine. But 
when I tested the scrip, nothing happend. I am learning php, so my mistake 
might be easy to spot. I used the RT/FM hackers guide as an example to 
create this.

----------------------------------------------------------OwnerCorrespond.pm

# ScripCondition: OwnerCorrespond.pm
# IsApplicable returns true if correspondence is
#   completed by the ticket owner

# Created by Forrest Stanley

package RT::Condition::OwnerCorrespond;
require RT::Condition::Generic;
@ISA = qw(RT::Condition::Generic);

sub IsApplicable {
     my $self = shift;

my $creator = $self->TransactionObj->CreatorObj->EmailAddress;

return($self->TransactionObj->Type eq 'Correspond' && $creator =~ 
$self->TicketObj->OwnerObj->EmailAddress );
}
1;

--------------------------------------------------------insert_condition_OwnerCorrespond.pl

#! /usr/local/bin/perl -w

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

use config;
use Carp;

use RT::Handle;
use RT::User;
use RT::CurrentUser;

$RT::Handle = new RT::Handle( $RT::DatabaseType );
$RT::Handle->Connect;

my $CurrentUser = new RT::CurrentUser();

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

CleanEnv();
LoadConfig();
DBConnect();

$CurrentUser->LoadByName('RT_System');

my @ScripConditions = (
                          {
                           Name => 'OnOwnerRespond',
                           Description => 'When Owner responds or comments',
                           Argument => 'null',
                           ExecModule => 'OwnerCorrespond',
                          },
                         );

print "Creating ScripConditions...";

use RT::ScripConditions;
for $item (@ScripConditions) {
     my $new_entry = new RT::ScripCondition($CurrentUser);
     my $return = $new_entry->Create(%$item);
     print $return.".";
}

print "done.\n";

$RT::Handle->Disconnect();

From sheeri.kritzer at tufts.edu  Mon Oct 21 13:57:51 2002
From: sheeri.kritzer at tufts.edu (Sheeri Kritzer)
Date: Mon, 21 Oct 2002 13:57:51 -0400
Subject: [rt-users] reply vs. comment documented?
Message-ID: <1035223071.3db4401fcbcb8@webmail-test.tufts.edu>

Hey all,

We have problems with numerous users forgetting to check whether they're hitting "reply" or "comment" and then complaining that RT is broken because it never sent their mail.
  This gets especially annoying when they insist that they cc'd people, therefore it should go out.

Is there a way that RT can store (and display) whether or not a user actually sent mail out?  Ie, instead of "correspondence added" in the history, could it say "comment added" or "reply added" or some other indication that would let me as an RT admin point to it and say, "this says you commented, not replied, and therefore you lose.  Please remember to read the next time."

Or something.  :)  thanx!

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

From khera at kcilink.com  Mon Oct 21 14:06:38 2002
From: khera at kcilink.com (Vivek Khera)
Date: Mon, 21 Oct 2002 14:06:38 -0400
Subject: [rt-users] reply vs. comment documented?
In-Reply-To: <1035223071.3db4401fcbcb8@webmail-test.tufts.edu>
References: <1035223071.3db4401fcbcb8@webmail-test.tufts.edu>
Message-ID: <15796.16942.193331.903215@onceler.kciLink.com>

>>>>> "SK" == Sheeri Kritzer <sheeri.kritzer at tufts.edu> writes:

SK> Is there a way that RT can store (and display) whether or not a
SK> user actually sent mail out?  Ie, instead of "correspondence
SK> added" in the history, could it say "comment added" or "reply
SK> added" or some other indication that would let me as an RT admin

You mean like it already does?

From patrick at pwhsnet.com  Mon Oct 21 14:41:25 2002
From: patrick at pwhsnet.com (Patrick O. Fish)
Date: Mon, 21 Oct 2002 11:41:25 -0700
Subject: [rt-users] Can't do setuid
Message-ID: <01dc01c27931$75c35850$1401a8c0@pwhsnet.com>

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 /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
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From fstanley at netburner.com  Mon Oct 21 14:55:00 2002
From: fstanley at netburner.com (Forrest Stanley)
Date: Mon, 21 Oct 2002 11:55:00 -0700
Subject: [rt-users] Can't do setuid
In-Reply-To: <01dc01c27931$75c35850$1401a8c0@pwhsnet.com>
Message-ID: <5.1.0.14.2.20021021115442.03423a78@mail.netburner.com>

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: <<mailto:support at pwhsnet.com>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

From sheeri.kritzer at tufts.edu  Mon Oct 21 16:49:21 2002
From: sheeri.kritzer at tufts.edu (Sheeri Kritzer)
Date: Mon, 21 Oct 2002 16:49:21 -0400
Subject: [rt-users] reply vs. comment documented?
In-Reply-To: <15796.16942.193331.903215@onceler.kciLink.com>
References: <1035223071.3db4401fcbcb8@webmail-test.tufts.edu>
 <15796.16942.193331.903215@onceler.kciLink.com>
Message-ID: <1035233361.3db468513baac@webmail-test.tufts.edu>

Fair, but I obviously don't know where to look (it's probably right in front of my face and I don't see it -- wanna help me out?)

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

Quoting Vivek Khera <khera at kcilink.com>:

> >>>>> "SK" == Sheeri Kritzer <sheeri.kritzer at tufts.edu> writes:
> 
> SK> Is there a way that RT can store (and display) whether or not a
> SK> user actually sent mail out?  Ie, instead of "correspondence
> SK> added" in the history, could it say "comment added" or "reply
> SK> added" or some other indication that would let me as an RT admin
> 
> You mean like it already does?
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>

From khera at kcilink.com  Mon Oct 21 16:54:55 2002
From: khera at kcilink.com (Vivek Khera)
Date: Mon, 21 Oct 2002 16:54:55 -0400
Subject: [rt-users] reply vs. comment documented?
In-Reply-To: <1035233361.3db468513baac@webmail-test.tufts.edu>
References: <1035223071.3db4401fcbcb8@webmail-test.tufts.edu>
	<15796.16942.193331.903215@onceler.kciLink.com>
	<1035233361.3db468513baac@webmail-test.tufts.edu>
Message-ID: <15796.27039.928214.556024@onceler.kciLink.com>

>>>>> "SK" == Sheeri Kritzer <sheeri.kritzer at tufts.edu> writes:

SK> Fair, but I obviously don't know where to look (it's probably
SK> right in front of my face and I don't see it -- wanna help me
SK> out?)

Create a ticket.  Add a correspondence, then add a comment.  Then go
to the ticket and see the difference.  One says "Correspondence added"
and the other says "Comments added" right at the top of each section
of the history.

From patrick at pwhsnet.com  Mon Oct 21 19:15:21 2002
From: patrick at pwhsnet.com (Patrick O. Fish)
Date: Mon, 21 Oct 2002 16:15:21 -0700
Subject: [rt-users] Can't do setuid
Message-ID: <00b301c27957$baa44a80$1401a8c0@pwhsnet.com>

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"...

-p

----- Original Message -----
> From: "Forrest Stanley" <fstanley at netburner.com>
> To: <rt-users at lists.fsck.com>
> 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: <<mailto:support at pwhsnet.com>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
> >
> >
>

From dan at tellurian.com.au  Mon Oct 21 19:23:37 2002
From: dan at tellurian.com.au (Dan Shearer)
Date: Tue, 22 Oct 2002 08:53:37 +0930 (CST)
Subject: [rt-users] Can't do setuid
In-Reply-To: <00b301c27957$baa44a80$1401a8c0@pwhsnet.com>
Message-ID: <Pine.LNX.4.21.0210220852210.30231-100000@calulu.shearer.org>

On Mon, 21 Oct 2002, Patrick O. 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"...
    :
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

I'm pretty sure I included this in the RT docs, including the FreeBSD
case. Would you mind checking with RTFM to see if I've missed anything
that you had to fix?

Thanks,

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

From feidhlim at gaugeknitwear.com  Mon Oct 21 20:12:27 2002
From: feidhlim at gaugeknitwear.com (feidhlim o neill)
Date: Mon, 21 Oct 2002 20:12:27 -0400 (EDT)
Subject: [rt-users] RT1 to RT2 Import Very Slow (import-1.0-to-2.0)
Message-ID: <20021022001227.DB24D65DDB@neston.gaugeknitwear.com>

> 
> 
> The import-1.0-to-2.0 runs very slowly and eventually stops.
> I remember seeing something about this before on a post but cannot 
seem 
> to find an answer.
> Perhaps some incompatible perl module!
> The import-1.0-to-2.0 takes about 20 minutes to create 5 or so queues 
> and 20 or so users.
> It then take about 10minutes to import a single ticket.
> 
> Running strace on the process I see...
> 
> read(3, "\1\0\0$", 4)                   = 4
> read(3, "\376", 1)                      = 1
> brk(0x887d000)                          = 0x887d000
> read(3, "\313\0\0%", 4)                 = 4
> read(3, "\0011\tRT_System\r*NO-PASSWORD*VDo no"..., 203) = 203
> brk(0x887f000)                          = 0x887f000
> read(3, "\1\0\0&", 4)                   = 4
> read(3, "\376", 1)                      = 1
> time(NULL)                              = 1034952934
> time(NULL)                              = 1034952934
> fcntl64(3, F_SETFL, O_RDWR|O_NONBLOCK)  = 0
> read(3, 0x8871b28, 8192)                = -1 EAGAIN (Resource 
> temporarily
> unavailable)
> fcntl64(3, F_SETFL, O_RDWR)             = 0
> write(3, "+\0\0\0\3SELECT  * FROM Users WHERE "..., 47) = 47
> read(3, "\1\0\0\1", 4)                  = 4
> read(3, "\"", 1)                        = 1
> read(3, "\23\0\0\2", 4)                 = 4
> read(3, "\5Users\2id\3\v\0\0\1\3\3\vB\0", 19) = 19
> read(3, "\25\0\0\3", 4)                 = 4
> read(3, "\5Users\4Name\3x\0\0\1\375\3\5@\0", 21) = 21
> read(3, "\31\0\0\4", 4)
> 
> And lots of time(NULL) messages.
> 
> The servers is mandrake 9.0 with mysql 3.23.38 , RT is 2-0-15
> 
> make testdeps returns ...
> 
> [root at test 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 ...found
> Checking for DBIx::DataSource 0.02 ...found
> Checking for DBIx::SearchBuilder 0.48 ...found
> Checking for HTML::Entities...found
> Checking for MLDBM...found
> Checking for Net::Domain...found
> Checking for Net::SMTP...found
> Checking for Params::Validate 0.02 ...found
> Checking for HTML::Mason 1.02 ...found
> Checking for CGI::Cookie 1.20 ...found
> Checking for Apache::Cookie...found
> Checking for Apache::Session 1.53 ...found
> Checking for Date::Parse...found
> Checking for Date::Format...found
> Checking for MIME::Entity 5.108 ...found
> Checking for Mail::Mailer 1.20 ...found
> Checking for Getopt::Long 2.24 ...found
> Checking for Tie::IxHash...found
> Checking for Text::Wrapper...found
> Checking for Text::Template...found
> Checking for File::Spec 0.8 ...found
> Checking for Errno...found
> Checking for FreezeThaw...found
> Checking for File::Temp...found
> Checking for Log::Dispatch 1.6 ...found
> Checking for DBD::mysql 2.0416 ...found
> 
> Maybe a better example is
> 
> fcntl64(3, F_SETFL, O_RDWR|O_NONBLOCK)  = 0
> read(3, 0x8f03e50, 53248)               = -1 EAGAIN (Resource 
> temporarily
> unavailable)
> fcntl64(3, F_SETFL, O_RDWR)             = 0
> write(3, ")\0\0\0\3SELECT  * FROM Watchers WHE"..., 45) = 45
> read(3, "\1\0\0\1", 4)                  = 4
> read(3, "\v", 1)                        = 1
> read(3, "\26\0\0\2", 4)                 = 4
> read(3, "\10Watchers\2id\3\v\0\0\1\3\3\3B\0", 22) = 22
> read(3, "\30\0\0\3", 4)                 = 4
> read(3, "\10Watchers\4Type\3\20\0\0\1\375\3\0@\0", 24) = 24
> read(3, "\31\0\0\4", 4)                 = 4
> read(3, "\10Watchers\5Scope\3\20\0\0\1\375\3\10@\0", 25) = 25
> read(3, "\31\0\0\5", 4)                 = 4
> read(3, "\10Watchers\5Value\3\v\0\0\1\3\3\0@\0", 25) = 25
> read(3, "\31\0\0\6", 4)                 = 4
> read(3, "\10Watchers\5Email\3\377\0\0\1\375\3\0\0\0", 25) = 25
> read(3, "\31\0\0\7", 4)                 = 4
> read(3, "\10Watchers\5Quiet\3\v\0\0\1\3\3\0\0\0", 25) = 25
> read(3, "\31\0\0\10", 4)                = 4
> read(3, "\10Watchers\5Owner\3\v\0\0\1\3\3\0@\0", 25) = 25
> read(3, "\33\0\0\t", 4)                 = 4
> read(3, "\10Watchers\7Creator\3\v\0\0\1\3\3\0\0\0", 27) = 27
> read(3, "\33\0\0\n", 4)                 = 4
> read(3, "\10Watchers\7Created\3\23\0\0\1\f\3\0\0\0", 27) = 27
> read(3, "!\0\0\v", 4)                   = 4
> read(3, "\10Watchers\rLastUpdatedBy\3\v\0\0\1\3\3\0\0"..., 33) = 33
> read(3, "\37\0\0\f", 4)                 = 4
> read(3, "\10Watchers\vLastUpdated\3\23\0\0\1\f\3\0\0\0", 31) = 31
> read(3, "\1\0\0\r", 4)                  = 4
> read(3, "\376", 1)                      = 1
> read(3, "L\0\0\16", 4)                  = 4
> read(3, "\003778\tRequestor\6Ticket\003346\373\0010\003109"..., 76) = 
76
> read(3, "\1\0\0\17", 4)                 = 4
> read(3, "\376", 1)                      = 1
> time(NULL)                              = 1034958707
> time(NULL)                              = 1034958707
> time(NULL)                              = 1034958707
> time(NULL)                              = 1034958707
> time(NULL)                              = 1034958707
> time(NULL)                              = 1034958707
> time(NULL)                              = 1034958707
> time(NULL)                              = 1034958707
> time(NULL)                              = 1034958707
> time(NULL)                              = 1034958707
> time(NULL)                              = 1034958707
> time(NULL)                              = 1034958707
> time(NULL)                              = 1034958707
> time(NULL)                              = 1034958707
> time(NULL)                              = 1034958707
> time(NULL)                              = 1034958707
> time(NULL)                              = 1034958707
> time(NULL)                              = 1034958707
> 
> 
> Any ideas?
> 
> Thanks

From andy at bribed.net  Tue Oct 22 11:27:41 2002
From: andy at bribed.net (Andy Coates)
Date: Tue, 22 Oct 2002 16:27:41 +0100
Subject: [rt-users] Winmail.dat attachments
Message-ID: <000d01c279df$8fe59190$876bfd50@buffy>

Hey,

Does anyone know why certain attachments (only seeing this from Outlook
users) show up as "winmail.dat" through RT?

If you download it, it does have the attachment in there, but its also
full of MS "crap", which I presume is some sort of extensions Outlook
adds to the attachment which RT doesn't understand.

Outlook Express doesn't seem to be able to see it either, so I'm not
blaming RT, but for example Yahoo! Mail can read the attachment.

Any ideas what can be done?  RT seems to be doing the right thing, and
the raw message does show winmail.dat is the attachment - but we can't
exactly tell a customer to stop using Outlook.

Even if someone just says its Outlook doing it I'll be happy, since
they're blaming us at the moment.

Cheers,
Andy.

From niranjanalt at yahoo.com  Tue Oct 22 11:28:25 2002
From: niranjanalt at yahoo.com (Niranjan Patel)
Date: Tue, 22 Oct 2002 08:28:25 -0700 (PDT)
Subject: [rt-users] Action List
Message-ID: <20021022152825.16490.qmail@web12907.mail.yahoo.com>

What is the Actiopn NotifyOtherRecipients in the
Action List. Can I specify a group of people.
I want to send an email on events to all owners of the
queue, Is there a way to do that. Can I specify custom
list

Thanks
Niranjan

__________________________________________________
Do you Yahoo!?
Y! Web Hosting - Let the expert host your web site
http://webhosting.yahoo.com/

From VerlinHenderson at onlineinfoservices.com  Tue Oct 22 11:46:02 2002
From: VerlinHenderson at onlineinfoservices.com (Verlin Henderson)
Date: Tue, 22 Oct 2002 11:46:02 -0400
Subject: [rt-users] Winmail.dat attachments
In-Reply-To: <000d01c279df$8fe59190$876bfd50@buffy>
Message-ID: <NGBBKBIFMMBGJIHINIPEAECLCCAA.VerlinHenderson@onlineinfoservices.com>

Outlook *is* doing it - you need to change the way Outlook
sends mail from Microsoft Outlook Rich Text to plain text
or HTML. You can do this from Tools menu by clicking on 
Options, then clicking on the Mail Format tab.

Good Luck!

Verlin Henderson
ONLINE Information Services

From paul at goracke.org  Tue Oct 22 12:19:37 2002
From: paul at goracke.org (Paul Goracke)
Date: Tue, 22 Oct 2002 09:19:37 -0700
Subject: [rt-users] Winmail.dat attachments
References: <000d01c279df$8fe59190$876bfd50@buffy>
Message-ID: <3DB57A99.30302@goracke.org>

Andy Coates wrote:

> Does anyone know why certain attachments (only seeing this from Outlook
> users) show up as "winmail.dat" through RT?

It's an Outlook attachment containing formatting info for the 
message--you can safely ignore it.

http://support.microsoft.com/default.aspx?scid=KB;EN-US;Q241538&

From jwilzig at wirelesscorp.com  Tue Oct 22 14:48:20 2002
From: jwilzig at wirelesscorp.com (Jonathan Wilzig)
Date: Tue, 22 Oct 2002 11:48:20 -0700
Subject: [rt-users] First time login help
Message-ID: <HLEPLAKIGPHALHCPHFCAKENIDMAA.jwilzig@wirelesscorp.com>

Running RT 2.0.15 on RH 7.2. It took a while but I got everything installed
and running. However, I am unable to login using any of the user/pass
combo's I provided in the installation process.

In (MySQL) rt2.Users I see 3 users. RT_System, Nobody and root. I do not see
the rt user 'rt' specified in the installation. I have tried using root and
it fails as well.

/var/log/rt.log0 is empty. and my apache error log for this Virtual Server
is empty as well.

Thanks in advance for your help.

----------
Jonathan Wilzig
Wireless Services Corp.
jwilzig at wirelesscorp.com

From TGFurnish at herff-jones.com  Tue Oct 22 16:00:07 2002
From: TGFurnish at herff-jones.com (Furnish, Trever G)
Date: Tue, 22 Oct 2002 15:00:07 -0500
Subject: [rt-users] auth with smb?
Message-ID: <5D8D9455134FD211AE4900A0C9DED11E0773FAA5@indy1ntm.herff-jones.com>

Is anyone using RT with their users stored in either a Windows domain or
Active Directory?  Would you be willing to share what you've had to do to
get it working, perhaps off-list?

I'm particularly interested in authenticating via smb WITHOUT having
equivalent users in /etc/passwd.

-t.

From drew.mooney at motorola.com  Tue Oct 22 16:48:36 2002
From: drew.mooney at motorola.com (Mooney Drew-DMOONEY1)
Date: Tue, 22 Oct 2002 15:48:36 -0500
Subject: [rt-users] Strange AutoReply Behavior - treatment of <mailto:blah@blahblah.c
 om? In sigFile?
Message-ID: <EFB813091B18D511BD3600508B644F82043535DF@tx14exm06.ftw.mot.com>

I send an email to our helpdesk queue. My sigFile looks like this:

Drew M. Mooney	Motorola Professional Services
817-245-7489 desk	5555 North Beach Street - Mailstop 6a
817-245-7522 fax	Fort Worth, TX 76137
940-595-4761 mobile	<mailto:dmooney1 at email.mot.com
<mailto:dmooney1 at email.mot.com> >
888-809-9678 pager	<mailto:8888099678 at skytel.com
<mailto:8888099678 at skytel.com> >

I get an AutoReply from RT. And at the bottom of the 'history', my inline
sigFile text now looks like this:

Drew M. Mooney	Motorola Professional Services
817-245-7489 desk	5555 North Beach Street - Mailstop 6a
817-245-7522 fax	Fort Worth, TX 76137
940-595-4761 mobile	<mailto:dmooney1 at email.mot.com
<mailto:dmooney1 at email.mot.com> 
<mailto:dmooney1 at email.mot.com <mailto:dmooney1 at email.mot.com> > >
888-809-9678 pager	<mailto:8888099678 at skytel.com
<mailto:8888099678 at skytel.com> 
<mailto:8888099678 at skytel.com <mailto:8888099678 at skytel.com> > >

What gives? Why is it duplicating the mailto: stuff? 
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From eeisenhart at santarosa.edu  Tue Oct 22 17:34:03 2002
From: eeisenhart at santarosa.edu (Eric Eisenhart)
Date: 22 Oct 2002 14:34:03 -0700
Subject: [rt-users] Strange AutoReply Behavior - treatment of
	<mailto:blah@blahblah.c om? In sigFile?
In-Reply-To: 	<EFB813091B18D511BD3600508B644F82043535DF@tx14exm06.ftw.mot.com>
References: <EFB813091B18D511BD3600508B644F82043535DF@tx14exm06.ftw.mot.com>
Message-ID: <1035322446.11107.49.camel@jool.santarosa.edu>

On Tue, 2002-10-22 at 13:48, Mooney Drew-DMOONEY1 wrote:
> I send an email to our helpdesk queue. My sigFile looks like this: 
> 
> Drew M. Mooney  Motorola Professional Services 
> 817-245-7489 desk       5555 North Beach Street - Mailstop 6a 
> 817-245-7522 fax        Fort Worth, TX 76137 
> 940-595-4761 mobile     <  <mailto:dmooney1 at email.mot.com>
> mailto:dmooney1 at email.mot.com> 
> 888-809-9678 pager      <  <mailto:8888099678 at skytel.com>
> mailto:8888099678 at skytel.com>

Looking at the raw source for your email, I see what you're talking
about.

Your mail program (Outlook on an Exchange Server?) is sending both plain
text and HTML (multipart/alternative); the plaintext version looks like
what you're complaining about and the HTML version looks like what you
think it should look like.

I'll bet in RT there's a semi-mysterious "Download (untitled)" on your
messages that holds a version of your email that looks like you think it
should.

How to avoid this is, basically, an Outlook/Exchange question that I'm
not sure of the exact answer to, but I think you might be able to set it
so that the specific recipient that is RT doesn't get
multipart/alternative and only gets plain text...  Or maybe you can set
up both a plain-text and an HTML signature and get it to look right that
way; I'm not sure.

-- 
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

From MarkRoedel at letu.edu  Tue Oct 22 18:39:38 2002
From: MarkRoedel at letu.edu (Roedel, Mark)
Date: Tue, 22 Oct 2002 17:39:38 -0500
Subject: [rt-users] auth with smb?
Message-ID: <8E6F289F94373940BAFB5F6C90A79B2E0AC97A@rachael.letnet.net>

> -----Original Message-----
> From: Furnish, Trever G [mailto:TGFurnish at herff-jones.com] 
> Sent: Tuesday, October 22, 2002 3:00 PM
> To: Rt-Users List (E-mail)
> Subject: [rt-users] auth with smb?
> 
> 
> Is anyone using RT with their users stored in either a 
> Windows domain or Active Directory?  Would you be willing
> to share what you've had to do to get it working, perhaps
> off-list?
> 
> I'm particularly interested in authenticating via smb WITHOUT
> having equivalent users in /etc/passwd.

I've got that sort of scenario working pretty well, using Apache's
mod_auth_ldap to authenticate against our Active Directory server, with
a couple of code snippets from the mailing list archives to auto-create
entries in RT's user database as necessary.

Do feel free to drop me a note directly if you'd like.  I'll be glad to
share whatever help I can.

---
Mark Roedel           | "The most overlooked advantage to owning a
Systems Programmer    |  computer is that if they foul up there's no
LeTourneau University |  law against whacking them around a little."
Longview, Texas  USA  |                        -- Owen Porterfield

From pdh at snapgear.com  Tue Oct 22 18:43:12 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 23 Oct 2002 08:43:12 +1000
Subject: [rt-users] Winmail.dat attachments
In-Reply-To: <NGBBKBIFMMBGJIHINIPEAECLCCAA.VerlinHenderson@onlineinfoservices.com>
References: <000d01c279df$8fe59190$876bfd50@buffy> <NGBBKBIFMMBGJIHINIPEAECLCCAA.VerlinHenderson@onlineinfoservices.com>
Message-ID: <20021022224312.GA490@luggage.internal.moreton.com.au>

Verlin Henderson wrote:
> Outlook *is* doing it - you need to change the way Outlook
> sends mail from Microsoft Outlook Rich Text to plain text
> or HTML. You can do this from Tools menu by clicking on 
> Options, then clicking on the Mail Format tab.

Correct.

Paul Goracke said:
> It's an Outlook attachment containing formatting info for the
> message--you can safely ignore it.

Not quite. If a message containing an attachment is sent in
Microsoft Rich Text (*spit*) format, it'll also be embedded in
the winmail.dat file. Yuk.

There exist Unix tools to parse these stupid attachments. A
command line one is "tnef", and there's also a Perl module,
Convert::TNEF (Debian package libconvert-tnef-perl, FreeBSD
port converters/p4-Convert-TNEF), which might be able to be
shoehorned into rt-mailgate.

> http://support.microsoft.com/default.aspx?scid=KB;EN-US;Q241538&

Note in particular the following text from that page:-

: In addition to the information listed above, the path to your personal
: folders file (PST) file and your logon name are embedded in the
: winmail.dat file. Although this data is not explicitly exposed to the
: recipient, if the recipient opens the winmail.dat file for editing in
: a binary or text editor, he can see the path and logon name.

Nice, huh?
-- 
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  Tue Oct 22 18:46:06 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 23 Oct 2002 08:46:06 +1000
Subject: [rt-users] First time login help
In-Reply-To: <HLEPLAKIGPHALHCPHFCAKENIDMAA.jwilzig@wirelesscorp.com>
References: <HLEPLAKIGPHALHCPHFCAKENIDMAA.jwilzig@wirelesscorp.com>
Message-ID: <20021022224606.GB490@luggage.internal.moreton.com.au>

Jonathan Wilzig wrote:
> Running RT 2.0.15 on RH 7.2. It took a while but I got everything installed
> and running. However, I am unable to login using any of the user/pass
> combo's I provided in the installation process.

From jwilzig at wirelesscorp.com  Tue Oct 22 19:15:07 2002
From: jwilzig at wirelesscorp.com (Jonathan Wilzig)
Date: Tue, 22 Oct 2002 16:15:07 -0700
Subject: [rt-users] First time login help
In-Reply-To: <20021022224606.GB490@luggage.internal.moreton.com.au>
Message-ID: <HLEPLAKIGPHALHCPHFCAIEOEDMAA.jwilzig@wirelesscorp.com>

Thanks! Should have RTFM.

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Phil Homewood
Sent: Tuesday, October 22, 2002 3:46 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] First time login help

Jonathan Wilzig wrote:
> Running RT 2.0.15 on RH 7.2. It took a while but I got everything
installed
> and running. However, I am unable to login using any of the user/pass
> combo's I provided in the installation process.

From pdh at snapgear.com  Tue Oct 22 20:20:36 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 23 Oct 2002 10:20:36 +1000
Subject: [rt-users] Action List
In-Reply-To: <20021022152825.16490.qmail@web12907.mail.yahoo.com>
References: <20021022152825.16490.qmail@web12907.mail.yahoo.com>
Message-ID: <20021023002036.GM490@luggage.internal.moreton.com.au>

Niranjan Patel wrote:
> What is the Actiopn NotifyOtherRecipients in the
> Action List. Can I specify a group of people.

It notifies the addresses in the "Cc" and "Bcc" boxes
on the "Update Ticket" screen.

> I want to send an email on events to all owners of the
> queue, Is there a way to do that. Can I specify custom
> list

What do you mean by "owners of the queue" ?
-- 
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 denis at imsltd.com  Wed Oct 23 06:42:28 2002
From: denis at imsltd.com (Denis Croombs)
Date: Wed, 23 Oct 2002 11:42:28 +0100
Subject: [rt-users] ROOT Login Password
Message-ID: <054401c27a80$e2410630$ae19bd3e@denisy2k.imsltd.com>

Hi All

I have a new install of RT on RedHat 7.3, BUT I jsut cannot login as ROOT to create extra users.
Any idea on how I re-set the password.

Thanks

Denis Croombs

---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.404 / Virus Database: 228 - Release Date: 20/10/2002
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From denis at imsltd.com  Wed Oct 23 09:16:41 2002
From: denis at imsltd.com (Denis Croombs)
Date: Wed, 23 Oct 2002 14:16:41 +0100
Subject: [rt-users] Phone module for RT
Message-ID: <061601c27a96$90bd8de0$ae19bd3e@denisy2k.imsltd.com>

Some time ago there was talk of a phone module for RT, where can I find details of this, I have searched the archive but cannot find it.

Thanks

Denis Croombs

From emile at exinet.co.za  Wed Oct 23 09:55:52 2002
From: emile at exinet.co.za (Emile Coetzee)
Date: Wed, 23 Oct 2002 15:55:52 +0200
Subject: [rt-users] Auto reply Reply Address
Message-ID: <005601c27a9b$e7216440$c80110ac@exinet.co.za>

RT Version 2.0.14 running on Redhat 7.3 with
Sendmail

I dug through the archives and the docs and did
find some reference to this, but nothing that
could fix my problem.

My RT is up and running with email to queues and
the web interface is working.

The one problem I have at the moment is the reply
address for the rt queues. I'd like to change it
manually but I can't find a reference to change it
and somehow RT always pulls out the sub domain.
(Yes I know using sub domains is not preferred,
but this is the way I want to do it :)

What I want is if I send mail to
rt at rt.mydomain.org the auto reply should reply
with the reply address rt at rt.mydomain.org. At the
moment RT is ripping out the rt. (sub domain) bit.
The reply address I want, which I setup on the web
interface, is attached at the bottom of the
message body, but it doesn't affect the actual
reply address.

Any pointers in the right direction would be nice
(I've only been playing with RT for 3 days now,
but it's been fun ;)

Regards
Emile
---------------------------------------
Emile Coetzee
System Administrator
ExiNet/Eduflex
Tel: +27 21 448 4678
Fax: +27 21 448 4620
Cell: 082 3312160

From cgilmore at tivoli.com  Wed Oct 23 10:00:24 2002
From: cgilmore at tivoli.com (Christian Gilmore)
Date: Wed, 23 Oct 2002 09:00:24 -0500
Subject: [rt-users] merge right
Message-ID: <000501c27a9c$88a29b40$69285492@tivoli.com>

Which right contains the merge feature (in the RT 2.0.x series)? Does the
user need this right need on both the merging and merged-into tickets or
just one of the two?

Thanks,
Christian

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

From drew.mooney at motorola.com  Wed Oct 23 10:49:22 2002
From: drew.mooney at motorola.com (Mooney Drew-DMOONEY1)
Date: Wed, 23 Oct 2002 09:49:22 -0500
Subject: [rt-users] Strange AutoReply Behavior - treatment of <mailto:
	blah@blahblah.com? In sigFile?
Message-ID: <EFB813091B18D511BD3600508B644F820435362B@tx14exm06.ftw.mot.com>

Eric,

Thanks for the feedback. You were spot on:

Outlook on Exchange server is correct.

Outgoing Mail Format was set to Rich Text. [default]

Internet Mail [I assume this means to a recipient NOT on our exchange
server?] was set to Convert Rich Text to HTML.

I changed Outgoing Mail Format to Plain Text and now everything's jake.

Regards,

Drew

-----Original Message-----
From: Eric Eisenhart [mailto:eeisenhart at santarosa.edu] 
Sent: Tuesday, October 22, 2002 4:34 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Strange AutoReply Behavior - treatment of
<mailto:blah at blahblah.c om? In sigFile?

On Tue, 2002-10-22 at 13:48, Mooney Drew-DMOONEY1 wrote:
> I send an email to our helpdesk queue. My sigFile looks like this:
> 
> Drew M. Mooney  Motorola Professional Services 
> 817-245-7489 desk       5555 North Beach Street - Mailstop 6a 
> 817-245-7522 fax        Fort Worth, TX 76137 
> 940-595-4761 mobile     <  <mailto:dmooney1 at email.mot.com>
> mailto:dmooney1 at email.mot.com> 
> 888-809-9678 pager      <  <mailto:8888099678 at skytel.com>
> mailto:8888099678 at skytel.com>

Looking at the raw source for your email, I see what you're talking about.

Your mail program (Outlook on an Exchange Server?) is sending both plain
text and HTML (multipart/alternative); the plaintext version looks like what
you're complaining about and the HTML version looks like what you think it
should look like.

I'll bet in RT there's a semi-mysterious "Download (untitled)" on your
messages that holds a version of your email that looks like you think it
should.

How to avoid this is, basically, an Outlook/Exchange question that I'm not
sure of the exact answer to, but I think you might be able to set it so that
the specific recipient that is RT doesn't get multipart/alternative and only
gets plain text...  Or maybe you can set up both a plain-text and an HTML
signature and get it to look right that way; I'm not sure.

From rt-for-chris at db.lm.com  Wed Oct 23 11:14:41 2002
From: rt-for-chris at db.lm.com (rt-for-chris at db.lm.com)
Date: Wed, 23 Oct 2002 11:14:41 -0400 (EDT)
Subject: [rt-users] Using RT from the Compaq iPAQ
Message-ID: <20021023101909.D69754-100000@zaxxon.telerama.com>

Hi there,

I was wondering if anyone has ever tweaked the way RT displays pages
for the iPAQ's web browser?

Also, what is the easiest way to make one RT setup have different HTML
pages for different devices?  I'd like to have RT display the stock
HTML pages to non-handheld devices, and display the customized HTML to
the iPAQs.

Will I have to have two /rt2 directories that both access the same
database?  I'm not really sure what the best way to approach this is
in RT...

Any clues would be most appreciated.  Thanks!

-Chris

--
Chris Tracy <chris at telerama.com>
Telerama Public Access Internet
Senior Network Engineer
http://www.telerama.com

From tony at ics.com  Wed Oct 23 11:43:11 2002
From: tony at ics.com (Tony Aiuto)
Date: Wed, 23 Oct 2002 11:43:11 -0400
Subject: [rt-users] Using RT from the Compaq iPAQ
Message-ID: <200210231543.LAA01506@frito>

>I was wondering if anyone has ever tweaked the way RT displays pages
>for the iPAQ's web browser?

Is it a WAP device, or does it try to do HTML?   If it needs WML,
then there is a lot of work to be done.

>Also, what is the easiest way to make one RT setup have different HTML
>pages for different devices?  I'd like to have RT display the stock
>HTML pages to non-handheld devices, and display the customized HTML to
>the iPAQs.

I do things like that with mod_rewrite rules in apache.  Something
like this may help

RewriteEngine   on
	# Catch most WAP browsers
	RewriteCond %{HTTP_ACCEPT} text/vnd\.wap\.wml [OR]
	# WinWAP, WAPjag
	RewriteCond %{HTTP_USER_AGENT} wap [OR]
	# Nokia emulators (sdk)
	RewriteCond %{HTTP_USER_AGENT} 7110
	# Rewrite!!
	RewriteRule  ^[\./](.*)$           /wml/index.wml        [L]

You could also switch on the user agent, if your browsers are HTML
but with constrained screens.

>Will I have to have two /rt2 directories that both access the same
>database?

With the above example, yes.  There would be a 'wml' directory with WML
versions of all the scripts located inside INSTALLDIR/WebRT/html A better
solution would have 'html' and 'wml' as siblings.

My favorite solution (from an elegance point of view) is to rewrite all
the pages to produce XML rather than HTML, and provide XSL style sheets
for each to convert from the XML to the HTML page.  You would specify
different style sheets depending on the browser.  The down side
is that you often have to do the XSL translation on the server side
rather than letting the client do it.  This eats CPU.

From rich+rt at lafferty.ca  Wed Oct 23 12:10:01 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Wed, 23 Oct 2002 12:10:01 -0400
Subject: [rt-users] Using RT from the Compaq iPAQ
In-Reply-To: <200210231543.LAA01506@frito>; from tony@ics.com on Wed, Oct 23, 2002 at 11:43:11AM -0400
References: <200210231543.LAA01506@frito>
Message-ID: <20021023121001.A5925@lafferty.ca>

On Wed, Oct 23, 2002 at 11:43:11AM -0400, Tony Aiuto <tony at ics.com> wrote:
> 
> >I was wondering if anyone has ever tweaked the way RT displays pages
> >for the iPAQ's web browser?
> 
> Is it a WAP device, or does it try to do HTML?   If it needs WML,
> then there is a lot of work to be done.

The "lot of work" is:

- Read http://fsck.com/pub/rt/devel/waprt-preview-1.README
  - Download http://fsck.com/pub/rt/devel/waprt-preview-1.tar
  - Install

:-)

That said, I use WebRT from my Blackberry, and it works great, so I
suspect the iPaq browser will work fine too.
 
  -Rich

From tony at ics.com  Wed Oct 23 12:37:31 2002
From: tony at ics.com (Tony Aiuto)
Date: Wed, 23 Oct 2002 12:37:31 -0400
Subject: [rt-users] Using RT from the Compaq iPAQ
Message-ID: <200210231637.MAA01767@frito>

>The "lot of work" is:
>
>  - Read http://fsck.com/pub/rt/devel/waprt-preview-1.README
>  - Download http://fsck.com/pub/rt/devel/waprt-preview-1.tar
>  - Install
>
>:-)

I stand corrected, maybe it's not that much work (except
for the guys to put it together :-) )

From rt-users at lists.netways.de  Wed Oct 23 13:26:24 2002
From: rt-users at lists.netways.de (rt-users)
Date: Wed, 23 Oct 2002 19:26:24 +0200
Subject: AW: [rt-users] Winmail.dat attachments
Message-ID: <3626546DC152134382A0A029C29365C603EB6A@net-mail.int.netways.de>

>Von: Phil Homewood [mailto:pdh at snapgear.com] 
>Mittwoch, 23. Oktober 2002 00:43

>Verlin Henderson wrote:
>> Outlook *is* doing it - you need to change the way Outlook
>> sends mail from Microsoft Outlook Rich Text to plain text
>> or HTML. You can do this from Tools menu by clicking on 
>> Options, then clicking on the Mail Format tab.
>
>Correct.

If you are using an Exchange Server, you can configure it, to convert
everything to plain text. If it is Exchange 2000: Global->Internet
Message Format->Default->Properties (or alike, cause I only have a
german version here)

Julian

-- 
Yes, we do both :-)

From rt-users at lists.netways.de  Wed Oct 23 13:55:05 2002
From: rt-users at lists.netways.de (rt-users)
Date: Wed, 23 Oct 2002 19:55:05 +0200
Subject: AW: [rt-users] Knowledge Base
Message-ID: <3626546DC152134382A0A029C29365C603EB6C@net-mail.int.netways.de>

>Von: Travis Zadikem [mailto:tzadikem at yahoo.com] 
>Dienstag, 15. Oktober 2002 05:38
>Betreff: [rt-users] Knowledge Base

>I know that rt can use keywords and such, but I want to know if it or
>anyone has it setup with a knowledge base or even a so called FAQ for
>end-users.

I'm currently working on a system, that basicaly does what you might
want:

I doubled all the stuff for queues, tickets, transactions and
attachments to KB-categories, articles, versions and attachments, that
allows you to post stuff. Basically it is a second RT in the same
installation, that displays only the last transaction.

If anybody could use my hacked-together code, i can post it in the devel
list.

Julian

From darren at boston.com  Wed Oct 23 14:05:50 2002
From: darren at boston.com (darren chamberlain)
Date: Wed, 23 Oct 2002 14:05:50 -0400
Subject: [rt-users] Knowledge Base
In-Reply-To: <3626546DC152134382A0A029C29365C603EB6C@net-mail.int.netways.de>
References: <3626546DC152134382A0A029C29365C603EB6C@net-mail.int.netways.de>
Message-ID: <20021023180550.GA3446@boston.com>

* Julian-users <rt-users at lists.netways.de> [2002-10-23 13:58]:
> If anybody could use my hacked-together code, i can post it in the
> devel list.

Post it!

(darren)

-- 
Responsible behavior is the result of a socialization process.

From linuxclassic at yahoo.co.in  Wed Oct 23 14:08:58 2002
From: linuxclassic at yahoo.co.in (=?iso-8859-1?q?Viswan=20Munish?=)
Date: Wed, 23 Oct 2002 19:08:58 +0100 (BST)
Subject: [rt-users] [NewBie Question/ Installation problem with Mysql]
Message-ID: <20021023180858.18786.qmail@web8103.mail.in.yahoo.com>

Dear Friends

I have compiled all the perl modules manually and went
ahead with /"make testdeps/" command and my output was
as below;

when i type make install, i get the following sequence
of errors..

[root at rtnature 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
Now creating a database for RT.
Enter the mysql password for root:
Creating mysql database rt2.
cp etc/acl.mysql '//opt/rt2/etc/acl.mysql'
/usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\
                       s'!!DB_HOST!!'"localhost"'g;\
                       s'!!DB_RT_PASS!!'"rt_pass"'g;\
                      
s'!!DB_RT_HOST!!'"localhost"'g;\
                       s'!!DB_RT_USER!!'"rt_user"'g;\
                       s'!!DB_DATABASE!!'"rt2"'g;"
//opt/rt2/etc/acl.mysql
bin/initacls.mysql '/usr' 'localhost' '' 'root' ''
'rt2' '//opt/rt2/etc/acl.mysql'
Enter the mysql administrator's database password to
create a new user for RT
Enter password:
Enter the mysql administrator's database password to
nondestructively reload the database
Enter password:
/usr/bin/perl   tools/initdb 'mysql' '/usr'
'localhost' '' 'rt_user' 'rt2' insert
Now populating database schema.
Enter the mysql password for rt_user:
*Creating database schema.
DBI->connect(dbname=rt2;host=localhost) failed: Access
denied for user: 'rt_user at localhost' (Using password:
NO) at tools/initdb line 144
Access denied for user: 'rt_user at localhost' (Using
password: NO) at tools/initdb line 144, <STDIN> line
1.
make: *** [initdb.rtuser] Error 255     *

What do i need to input at rt_user's password?

Kindly let me know

TIA
Vibhav

________________________________________________________________________
Missed your favourite TV serial last night? Try the new, Yahoo! TV.
       visit http://in.tv.yahoo.com

From fstanley at netburner.com  Wed Oct 23 14:26:22 2002
From: fstanley at netburner.com (Forrest Stanley)
Date: Wed, 23 Oct 2002 11:26:22 -0700
Subject: [rt-users] RT_System - Status changed from resolved to open
Message-ID: <5.1.0.14.2.20021023111959.02980980@mail.netburner.com>

I created a condition and action which become a scrip. This scrip 
automagically modified a ticket's status to resolved whenever the ticket 
owner replied. (most of our tickets are resolved in one response) The scrip 
works fine, but in the ticket history, it shows up like this:

Wed Oct 23 11:15:05 2002 RT_System - Status changed from new to resolved
Wed Oct 23 11:15:05 2002 adminuser - Correspondence added [Reply] [Comment]

// correspondence

Wed Oct 23 11:15:05 2002 RT_System - Status changed from resolved to open

I recognize that the problem is that RT automatically re-opens a resolved 
ticket on any response. Now, is there any way to force my scrip to wait a 
second or two so that when it resolves the ticket, RT_System won't re-open 
it right away?

From ramassa at ucdavis.edu  Wed Oct 23 16:30:09 2002
From: ramassa at ucdavis.edu (Richard Massa)
Date: Wed, 23 Oct 2002 13:30:09 -0700
Subject: [rt-users] Auto reply Reply Address
In-Reply-To: <005601c27a9b$e7216440$c80110ac@exinet.co.za>; from emile@exinet.co.za on Wed, Oct 23, 2002 at 03:55:52PM +0200
References: <005601c27a9b$e7216440$c80110ac@exinet.co.za>
Message-ID: <20021023133009.Q25554@tictactoe.unixboxen.net>

I think what you are looking for is the correspondence address in the queue
setup menu.

Thanks,
Richard

On Wed, Oct 23, 2002 at 03:55:52PM +0200, Emile Coetzee wrote:
> RT Version 2.0.14 running on Redhat 7.3 with
> Sendmail
> 
> I dug through the archives and the docs and did
> find some reference to this, but nothing that
> could fix my problem.
> 
> My RT is up and running with email to queues and
> the web interface is working.
> 
> The one problem I have at the moment is the reply
> address for the rt queues. I'd like to change it
> manually but I can't find a reference to change it
> and somehow RT always pulls out the sub domain.
> (Yes I know using sub domains is not preferred,
> but this is the way I want to do it :)
> 
> What I want is if I send mail to
> rt at rt.mydomain.org the auto reply should reply
> with the reply address rt at rt.mydomain.org. At the
> moment RT is ripping out the rt. (sub domain) bit.
> The reply address I want, which I setup on the web
> interface, is attached at the bottom of the
> message body, but it doesn't affect the actual
> reply address.
> 
> Any pointers in the right direction would be nice
> (I've only been playing with RT for 3 days now,
> but it's been fun ;)
> 
> Regards
> Emile
> ---------------------------------------
> Emile Coetzee
> System Administrator
> ExiNet/Eduflex
> Tel: +27 21 448 4678
> Fax: +27 21 448 4620
> Cell: 082 3312160
> 
> 
> _______________________________________________
> 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
>

-- 
THERE IS ALMOST NO LEGAL, HIGH QUALITY CONTENT AVAILABLE ON THE INTERNET. 
                                                 -Sen. Ernest Hollings D-S.C.

From graham at farwestern.com  Wed Oct 23 18:28:29 2002
From: graham at farwestern.com (Graham Freeman)
Date: Wed, 23 Oct 2002 15:28:29 -0700 (PDT)
Subject: [rt-users] Auto reply Reply Address
In-Reply-To: <005601c27a9b$e7216440$c80110ac@exinet.co.za>
Message-ID: <Pine.LNX.4.44.0210231520120.30455-100000@archimedes.farwestern.com>

On Wed, 23 Oct 2002, Emile Coetzee wrote:

> RT Version 2.0.14 running on Redhat 7.3 with
> Sendmail
> 
> I dug through the archives and the docs and did
> find some reference to this, but nothing that
> could fix my problem.
> 
> My RT is up and running with email to queues and
> the web interface is working.
> 
> The one problem I have at the moment is the reply
> address for the rt queues. I'd like to change it
> manually but I can't find a reference to change it
> and somehow RT always pulls out the sub domain.
> (Yes I know using sub domains is not preferred,
> but this is the way I want to do it :)
> 
> What I want is if I send mail to
> rt at rt.mydomain.org the auto reply should reply
> with the reply address rt at rt.mydomain.org. At the
> moment RT is ripping out the rt. (sub domain) bit.
> The reply address I want, which I setup on the web
> interface, is attached at the bottom of the
> message body, but it doesn't affect the actual
> reply address.
> 
> Any pointers in the right direction would be nice
> (I've only been playing with RT for 3 days now,
> but it's been fun ;)
> 
> Regards
> Emile

This works for me:

Our RT installation is 'rt.farwestern.com'.  It's on a Red Hat
7.3/sendmail system whose /etc/mail/sendmail.mc includes this line:

Cwfarwestern.com

Don't forget to run this as root after editing sendmail.mc:

/usr/bin/mc m4 /etc/mail/sendmail.mc > /etc/sendmail.cf

In DNS, 'rt.farwestern.com' is an A record pointing to the public IP
address of the RH 7.3 system.  I'm not 100% sure this is necessary (maybe
it's OK if it's a CNAME to the actual hostname?), but that's what works
for me.

And, of course, RT itself is configured appropriately.

With this setup, outgoing mail from RT is sent from
'queuename at rt.farwestern.com', even though the actual hostname is
different.

Another option might have been to use Sendmail's 'generics-domains' and
'genericstables' features, but I couldn't get those to work.

Good luck

-- 
Graham Freeman
Manager of Information Technology
Far Western Anthropological Research Group, Inc.
+1 530 756 3941
graham at farwestern.com

From graham at farwestern.com  Wed Oct 23 19:37:18 2002
From: graham at farwestern.com (Graham Freeman)
Date: Wed, 23 Oct 2002 16:37:18 -0700 (PDT)
Subject: [rt-users] Auto reply Reply Address
In-Reply-To:  <Pine.LNX.4.44.0210231520120.30455-100000@archimedes.farwestern.com>
Message-ID: <Pine.LNX.4.44.0210231636060.30455-100000@archimedes.farwestern.com>

On Wed, 23 Oct 2002, Graham Freeman wrote:

> Don't forget to run this as root after editing sendmail.mc:
> 
> /usr/bin/mc m4 /etc/mail/sendmail.mc > /etc/sendmail.cf

Whoops.  That should read:

/usr/bin/m4 /etc/mail/sendmail.mc > /etc/sendmail.cf

Also, don't forget to run '/sbin/service sendmail restart' to make the new 
config take effect.

-- 
Graham Freeman
Manager of Information Technology
Far Western Anthropological Research Group, Inc.
+1 530 756 3941
graham at farwestern.com

From emile at exinet.co.za  Thu Oct 24 02:35:37 2002
From: emile at exinet.co.za (Emile Coetzee)
Date: Thu, 24 Oct 2002 08:35:37 +0200
Subject: [rt-users] [NewBie Question/ Installation problem with Mysql]
In-Reply-To: <20021023180858.18786.qmail@web8103.mail.in.yahoo.com>
Message-ID: <005d01c27b27$91288cd0$c80110ac@exinet.co.za>

I think i know this one :)

In the src dir for RT you need to edit the
Makefile before you make install. The password you
specify here is used for the mysql user.

DB_RT_USER		=	rt_user
DB_RT_PASS		=	password

Cheers
Emile

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of
Viswan Munish
Sent: Wednesday, October 23, 2002 8:09 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] [NewBie Question/ Installation
problem with Mysql]

Dear Friends

I have compiled all the perl modules manually and
went
ahead with /"make testdeps/" command and my output
was
as below;

when i type make install, i get the following
sequence
of errors..

s'!!DB_HOST!!'"localhost"'g;\

s'!!DB_RT_PASS!!'"rt_pass"'g;\

s'!!DB_RT_HOST!!'"localhost"'g;\

s'!!DB_RT_USER!!'"rt_user"'g;\
                       s'!!DB_DATABASE!!'"rt2"'g;"
//opt/rt2/etc/acl.mysql
bin/initacls.mysql '/usr' 'localhost' '' 'root' ''
'rt2' '//opt/rt2/etc/acl.mysql'
Enter the mysql administrator's database password
to
create a new user for RT
Enter password:
Enter the mysql administrator's database password
to
nondestructively reload the database
Enter password:
/usr/bin/perl   tools/initdb 'mysql' '/usr'
'localhost' '' 'rt_user' 'rt2' insert
Now populating database schema.
Enter the mysql password for rt_user:
*Creating database schema.
DBI->connect(dbname=rt2;host=localhost) failed:
Access
denied for user: 'rt_user at localhost' (Using
password:
NO) at tools/initdb line 144
Access denied for user: 'rt_user at localhost' (Using
password: NO) at tools/initdb line 144, <STDIN>
line
1.
make: *** [initdb.rtuser] Error 255     *

What do i need to input at rt_user's password?

Kindly let me know

TIA
Vibhav

__________________________________________________
______________________
Missed your favourite TV serial last night? Try
the new, Yahoo! TV.
       visit http://in.tv.yahoo.com
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

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

From len at primaat.com  Thu Oct 24 02:54:09 2002
From: len at primaat.com (Len Kranendonk)
Date: Thu, 24 Oct 2002 08:54:09 +0200
Subject: [rt-users] RT <-> Knowledge Base
Message-ID: <00f401c27b2a$2af2bff0$b3dda8c0@palntwlen>

At this moment our support team use a kind of form in exchange to register and dispatch calls. 
However at this moment this system doesn't fulfill their needs anymore.

I've read a lot of positive sounds about RT and I'm considering to use RT as our new internal call registration system.

We also have the need for a Knowledge Base to save solutions, patches, screenshots, etc. 
Ideally, this Knowledge Base and the ticketing system are integrated.

My questions: 
- Does RT has a kind of "Knowledge Base" function, so that solutions and technical information can be stored without logging a new call ? 
- If no, is it difficult to add this functionality to the RT framework ?
- Are there already addons for RT that provide this functionality ?

Len Kranendonk
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From bthauvin at clearchannel.fr  Thu Oct 24 09:10:19 2002
From: bthauvin at clearchannel.fr (bthauvin)
Date: Thu,24 Oct 2002 09:10:19 PM
Subject: [rt-users] Fw:   !
Message-ID: <20021024071640.19731112BF@pallas.eruditorum.org>

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From emile at exinet.co.za  Thu Oct 24 04:01:20 2002
From: emile at exinet.co.za (Emile Coetzee)
Date: Thu, 24 Oct 2002 10:01:20 +0200
Subject: [rt-users] Auto reply Reply Address
In-Reply-To: <Pine.LNX.4.44.0210231636060.30455-100000@archimedes.farwestern.com>
Message-ID: <006c01c27b33$8a482e50$c80110ac@exinet.co.za>

That broke my sendmail :(

I can still send mail to RT but i get no
autoreply's

I've set the email addys for the queues, but they
only appear at the bottom of the auto reply (see
below). They don't affect the reply addy used by
the automailer.
What would be nice if either RT used the addy
specified in the queue or there was an additional
setting to set that (HINT-HINT, NUDGE-NUDGE :)

-- Sample From RT Autoreply --
Greetings,

This message has been automatically generated
[SNIP]
in the subject line of all future correspondence
about this issue. To do so,
you may reply to this message.

Thank you,
                        rt at rt.myhosts.org

Regards
Emile

From graham at farwestern.com  Thu Oct 24 04:38:00 2002
From: graham at farwestern.com (Graham Freeman)
Date: Thu, 24 Oct 2002 01:38:00 -0700 (PDT)
Subject: [rt-users] Auto reply Reply Address
In-Reply-To: <006c01c27b33$8a482e50$c80110ac@exinet.co.za>
Message-ID: <Pine.LNX.4.44.0210240133550.2338-100000@archimedes.farwestern.com>

On Thu, 24 Oct 2002, Emile Coetzee wrote:

> That broke my sendmail :(
> 
> I can still send mail to RT but i get no
> autoreply's
> 
> I've set the email addys for the queues, but they
> only appear at the bottom of the auto reply (see
> below). They don't affect the reply addy used by
> the automailer.
> What would be nice if either RT used the addy
> specified in the queue or there was an additional
> setting to set that (HINT-HINT, NUDGE-NUDGE :)
> 
> -- Sample From RT Autoreply --
> Greetings,
> 
> This message has been automatically generated
> [SNIP]
> in the subject line of all future correspondence
> about this issue. To do so,
> you may reply to this message.
> 
>                         Thank you,
>                         rt at rt.myhosts.org
> 
> 
> Regards
> Emile

Have you checked your '/etc/mail/local-host-names' file and the
'/etc/mail/relay-domains' files?

Also, what does /var/log/maillog say?  Do you see evidence of RT trying to
mail you autoresponses?

If you'll tar the contents of /etc/mail and e-mail it to me offlist, I'll
examine your config and tell you what I think is wrong.  I'll post a
generalized (non-site-specific) summary of this to the list for public
benefit.

Command to run: '/bin/tar -cvf /var/tmp/etc_mail_to_graham.tar /etc/mail'

-- 
Graham Freeman
Manager of Information Technology
Far Western Anthropological Research Group, Inc.
+1 530 756 3941
graham at farwestern.com

From bthauvin at clearchannel.fr  Thu Oct 24 10:31:17 2002
From: bthauvin at clearchannel.fr (bthauvin)
Date: Thu,24 Oct 2002 10:31:17 PM
Subject: [rt-users] GhostLog
Message-ID: <20021024083739.88FAB112C8@pallas.eruditorum.org>

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From bthauvin at clearchannel.fr  Thu Oct 24 11:27:05 2002
From: bthauvin at clearchannel.fr (bthauvin)
Date: Thu,24 Oct 2002 11:27:05 PM
Subject: [rt-users] GhostLog
Message-ID: <20021024093328.8DE5E112D2@pallas.eruditorum.org>

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From carlo.montanari at t-systems.it  Thu Oct 24 06:38:56 2002
From: carlo.montanari at t-systems.it (carlo.montanari at t-systems.it)
Date: Thu, 24 Oct 2002 12:38:56 +0200
Subject: [rt-users] How to archive old, closed tickets
Message-ID: <OF3026D8C7.81059C16-ON41256C5C.003583B7@T-Systems.it>

As in the subject :-)

We need to clean our database (mysql) from tickets which has been closed
since some time ago, saving them in some kind of external storage (maybe
plain text files).
We need some automatic procedure doing that.
And we want to set different retention times, depending on factors like
which queue the ticket belongs to.
Or maybe the user who closed, or opened, the ticket.
Or the age of the uncle of the person named in the third word of the
subject :-)

Ok, I can understand it doesn't exist yet, I'm ready to write something:
but I need suggestions from the list.
Can anybody help me?

TIA, Carlo

From bthauvin at clearchannel.fr  Thu Oct 24 12:14:14 2002
From: bthauvin at clearchannel.fr (bthauvin)
Date: Thu,24 Oct 2002 12:14:14 PM
Subject: [rt-users] Fw: GhostLog
Message-ID: <20021024102035.E09C1112D2@pallas.eruditorum.org>

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From rurban at inode.at  Thu Oct 24 07:22:35 2002
From: rurban at inode.at (Reini Urban)
Date: Thu, 24 Oct 2002 13:22:35 +0200
Subject: [rt-users] Winmail.dat attachments
References: <000d01c279df$8fe59190$876bfd50@buffy> <3DB57A99.30302@goracke.org>
Message-ID: <3DB7D7FB.6010800@inode.at>

We are still using rt 1 (for performance reasons,
we have > 300000 tickets) with stripmime
and we strip winmail.dat and smime.p7s attachments from the body.

this is our regex to handle the attachments in the body:
lib/ui/web/support.pm:

print "<pre>";
     $body = convert_html($body);
     # fix spaces in stripmime urls
     $body =~ s{\n(http://rt\.\S+/stripmime/[^ ]*) ([^ ]*)\n}
	       {\n$1%20$2\n}g;
     # ignore smime.p7s and winmail.dat
     $body =~ s{(http://rt\.\S+/stripmime/.*/winmail.dat)}
               {<font color="grey">$1</font>}g;
     $body =~ s{(http://rt\.\S+/stripmime/.*/smime.p7s)}
               {<font color="grey">$1</font>}g;
     $body =~ s{(http|https|ftp)(://\S+)}
               {<a target="_new" href="$1$2">$1$2</a>}gs;
     $body =~ s{(mailto:\S+)} {<a href="$1">$1</a>}gs;
     print $body;
     print "</pre>";

Paul Goracke schrieb:
> Andy Coates wrote:
> 
>> Does anyone know why certain attachments (only seeing this from Outlook
>> users) show up as "winmail.dat" through RT?
> 
> 
> It's an Outlook attachment containing formatting info for the 
> message--you can safely ignore it.
> 
> http://support.microsoft.com/default.aspx?scid=KB;EN-US;Q241538&
> 
> pg
> 
> _______________________________________________
> 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
> 
>

-- 
Reini Urban - Programmer - http://inode.at

From linuxclassic at yahoo.co.in  Thu Oct 24 09:01:17 2002
From: linuxclassic at yahoo.co.in (=?iso-8859-1?q?Viswan=20Munish?=)
Date: Thu, 24 Oct 2002 14:01:17 +0100 (BST)
Subject: [rt-users] {Error whole Running APache
Message-ID: <20021024130117.40871.qmail@web8103.mail.in.yahoo.com>

Dear All

Please help to solve the below error while starting
apache for RT
-----------------------------------------------------------
/usr/local/apache/bin/apachectl start
[Thu Oct 24 14:23:22 2002] [error] Can't locate MD5.pm
in @INC (@INC contains: /usr/rt2/etc /usr/rt2/lib
/usr/lib/perl5/5.6.1/i386-linux /usr/lib/perl5/5.6.1
/usr/lib/perl5/site_perl/5.6.1/i386-linux
/usr/lib/perl5/site_perl/5.6.1
/usr/lib/perl5/site_perl/5.6.0
/usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.6.1/i386-linux
/usr/lib/perl5/vendor_perl/5.6.1
/usr/lib/perl5/vendor_perl . /usr/local/apache/
/usr/local/apache/lib/perl) at
/usr/lib/perl5/site_perl/5.6.1/Apache/Session/Generate/MD5.pm
line 14.
BEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/5.6.1/Apache/Session/Generate/MD5.pm
line 14.
Compilation failed in require at
/usr/lib/perl5/site_perl/5.6.1/Apache/Session/File.pm
line 21.
BEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/5.6.1/Apache/Session/File.pm
line 21.
Compilation failed in require at
/usr/rt2/bin/webmux.pl line 85.
BEGIN failed--compilation aborted at
/usr/rt2/bin/webmux.pl line 85.
Compilation failed in require at (eval 5) line 1.

Syntax error on line 997 of
/usr/local/apache/conf/httpd.conf:
Can't locate MD5.pm in @INC (@INC contains:
/usr/rt2/etc /usr/rt2/lib
/usr/lib/perl5/5.6.1/i386-linux /usr/lib/perl5/5.6.1
/usr/lib/perl5/site_perl/5.6.1/i386-linux
/usr/lib/perl5/site_perl/5.6.1
/usr/lib/perl5/site_perl/5.6.0
/usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.6.1/i386-linux
/usr/lib/perl5/vendor_perl/5.6.1
/usr/lib/perl5/vendor_perl . /usr/local/apache/
/usr/local/apache/lib/perl) at
/usr/lib/perl5/site_perl/5.6.1/Apache/Session/Generate/MD5.pm
line 14.
BEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/5.6.1/Apache/Session/Generate/MD5.pm
line 14.
Compilation failed in require at
/usr/lib/perl5/site_perl/5.6.1/Apache/Session/File.pm
line 21.
BEGIN failed--compilation aborted at
/usr/lib/perl5/site_perl/5.6.1/Apache/Session/File.pm
line 21.
Compilation failed in require at
/usr/rt2/bin/webmux.pl line 85.
BEGIN failed--compilation aborted at
/usr/rt2/bin/webmux.pl line 85.
Compilation failed in require at (eval 5) line 1.     
                          
-----------------------------------------------------------

Kindly let me know the solution for this..
Regards
Ghh

________________________________________________________________________
Missed your favourite TV serial last night? Try the new, Yahoo! TV.
       visit http://in.tv.yahoo.com

From nils.ketelsen at kuehne-nagel.com  Thu Oct 24 09:12:20 2002
From: nils.ketelsen at kuehne-nagel.com (Nils Ketelsen)
Date: Thu, 24 Oct 2002 15:12:20 +0200
Subject: [rt-users] {Error whole Running APache
In-Reply-To: <20021024130117.40871.qmail@web8103.mail.in.yahoo.com>
Message-ID: <5.1.0.14.0.20021024151035.00aad488@194.151.203.161>

At 14:01 24.10.2002 +0100, Viswan Munish wrote:
>Dear All
>
>Please help to solve the below error while starting
>apache for RT
>-----------------------------------------------------------
>/usr/local/apache/bin/apachectl start
>[Thu Oct 24 14:23:22 2002] [error] Can't locate MD5.pm
[...]
>Kindly let me know the solution for this..

The Solution for a messing MD5.pm mostly is installing MD5.pm. You can find 
that on CPAN in the Module Digest::MD5.

Nils

From dphull at ku.edu  Thu Oct 24 10:19:24 2002
From: dphull at ku.edu (dphull at ku.edu)
Date: Thu, 24 Oct 2002 09:19:24 -0500 (CDT)
Subject: [rt-users] RT <-> Knowledge Base
In-Reply-To: <00f401c27b2a$2af2bff0$b3dda8c0@palntwlen>
Message-ID: <Pine.LNX.4.44.0210240906400.3858-100000@insipid.cc.ukans.edu>

On Thu, 24 Oct 2002, Len Kranendonk wrote:

> We also have the need for a Knowledge Base to save solutions, patches, 
> screenshots, etc. Ideally, this Knowledge Base and the ticketing system 
> are integrated.
> 
> My questions: 
> - Does RT has a kind of "Knowledge Base" function, so that solutions 
> and technical information can be stored without logging a new call ? 
> - If no, is it difficult to add this functionality to the RT framework ?
> - Are there already addons for RT that provide this functionality ?

In my view, and this is reflected in the way we're trying to use RT at our 
site, RT is the construction tool for the knowledgebase and it is 
currently the only method we have of extracting information from the 
knowledgebase.

In other words, as problems and projects are entered into RT, we try and 
keep a very detailed log of what steps have been taken to fix a problem. 
Ideally, every problem entered into RT eventually has a solution posted 
into RT as well.

Months down the road as the same problem crops up elsewhere, we are able 
to do a search in RT on words or phrases related to the problem and pull 
up tickets from previous instances of the problem where we can then find 
how we solved the problem in the past.

I've personally used the system in this way many times and am slowly but 
surely convincing my fellow staff members to use the system in this same 
way. Their are some problems, however, for instance the other day we had a 
machine that had been hacked in the same manner as a different computer on 
our network a few months earlier.

I knew we had a ticket on this hack and how we cleaned the machine up, but 
I could not find the ticket using words that I was sure would be in the 
ticket. My coworker logged into the same RT database with the same 
permissions as myself entered the same words in her search and was able to 
pull up the ticket.

I tried the search again, but it still did not work for me. By mistake I 
hit the search button a second time, lo and behold, the ticket came up. 
It's little problems like this that have my superiors questioning the 
value of using RT. However, I still see some value in using the system, we 
were able to locate the ticket and implement the same solution without too 
much trouble, though it would be nice to have the system working 
consistently.

For what it's worth, we're running version 2.0.13.

If someone has a "knowledgebase" interface they are using to access 
solutions from RT, I'd love to hear about it, but so far the built in 
functionality has worked adequately for our needs.

--
Dave Hull
Senior Information Technology Analyst
The University of Kansas
voice: (785) 864-0403 || fax: (785) 864-0485

From steveg at lsli.com  Thu Oct 24 10:41:01 2002
From: steveg at lsli.com (Steve Greenland)
Date: Thu, 24 Oct 2002 09:41:01 -0500
Subject: [rt-users] RT <-> Knowledge Base
In-Reply-To: <Pine.LNX.4.44.0210240906400.3858-100000@insipid.cc.ukans.edu>
References: <00f401c27b2a$2af2bff0$b3dda8c0@palntwlen> <Pine.LNX.4.44.0210240906400.3858-100000@insipid.cc.ukans.edu>
Message-ID: <20021024144101.GB28357@lsli.com>

On Thu, Oct 24, 2002 at 09:19:24AM -0500, dphull at ku.edu wrote:
> On Thu, 24 Oct 2002, Len Kranendonk wrote:
> 
> > We also have the need for a Knowledge Base to save solutions, patches, 
> > screenshots, etc. Ideally, this Knowledge Base and the ticketing system 
> > are integrated.
> 
> If someone has a "knowledgebase" interface they are using to access 
> solutions from RT, I'd love to hear about it, but so far the built in 
> functionality has worked adequately for our needs.

Isn't this what the StockAnswers addon is for? Check

http://www.fsck.com/pub/rt/contrib/2.0/

and search the mailling list archives.

(Not used it, but that's my impression of its purpose...)

Steve

-- 
"Outlook not so good." That magic 8-ball knows everything! I'll ask
about Exchange Server next.
                           -- (Stolen from the net)

From bruce_campbell at ripe.net  Thu Oct 24 11:03:33 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Thu, 24 Oct 2002 17:03:33 +0200 (CEST)
Subject: [rt-users] RT <-> Knowledge Base
In-Reply-To: <00f401c27b2a$2af2bff0$b3dda8c0@palntwlen>
Message-ID: <Pine.LNX.4.44.0210241647130.5911-100000@x22.ripe.net>

On Thu, 24 Oct 2002, Len Kranendonk wrote:

> We also have the need for a Knowledge Base to save solutions, patches, screenshots, etc.
> Ideally, this Knowledge Base and the ticketing system are integrated.
>
> My questions:

> - Does RT has a kind of "Knowledge Base" function, so that solutions and
> technical information can be stored without logging a new call ?

At the moment, the StockAnswers in the contrib is the closest to what you
are looking for.  Note the 'at the moment'.

Something that may be interesting is that the RIPE NCC has contracted
Jesse to implement something 'Knowledge Base'ish to our specifications,
with it to be released under GPLv2 at the successful completion of this
project.  This will require RT 3.0, and most probably will not be
back-portable to RT 2.0.x .

At the current rate of progress, Jesse[1] expects a beta release sometime
around Christmas.  This year, right Jesse [1] ?

> - If no, is it difficult to add this functionality to the RT framework ?

For us, we signed a bit of paper.[2]

> - Are there already addons for RT that provide this functionality ?

Yes, see StockAnswers.

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

[1] Currently tied to a chair in the NCC HQ.
[2] Not in Blood, our Finance people wouldn't permit that.

From jesse at bestpractical.com  Thu Oct 24 11:21:24 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 24 Oct 2002 11:21:24 -0400
Subject: [rt-users] RT <-> Knowledge Base
In-Reply-To: <Pine.LNX.4.44.0210241647130.5911-100000@x22.ripe.net>
References: <00f401c27b2a$2af2bff0$b3dda8c0@palntwlen> <Pine.LNX.4.44.0210241647130.5911-100000@x22.ripe.net>
Message-ID: <20021024152124.GH26822@pallas.fsck.com>

On Thu, Oct 24, 2002 at 05:03:33PM +0200, Bruce Campbell wrote:
> 
> At the current rate of progress, Jesse[1] expects a beta release sometime
> around Christmas.  This year, right Jesse [1] ?
>

Yes. [2]

> [1] Currently tied to a chair in the NCC HQ. [4]

Jesse

[2] Well, this Christmas, anyway. But I'm not going to let Bruce pin
down _which_ Christmas I'm talking about.[3]

[3] I was originally just going to comment on Orthodox Christmas,
but I've just been informed that the Netherlands celebrates the visit
of Sinter Klaas on December 5.

[4] Bruce was kind enough to untie my hands, so that I could reply. 
-- 
?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.

From khera at kcilink.com  Thu Oct 24 11:39:45 2002
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 24 Oct 2002 11:39:45 -0400
Subject: [rt-users] RT <-> Knowledge Base
In-Reply-To: <Pine.LNX.4.44.0210241647130.5911-100000@x22.ripe.net>
References: <00f401c27b2a$2af2bff0$b3dda8c0@palntwlen>
	<Pine.LNX.4.44.0210241647130.5911-100000@x22.ripe.net>
Message-ID: <15800.5185.568442.448944@onceler.kciLink.com>

>>>>> "BC" == Bruce Campbell <bruce_campbell at ripe.net> writes:

BC> At the moment, the StockAnswers in the contrib is the closest to what you
BC> are looking for.  Note the 'at the moment'.

What about these, announced recently?  I couldn't deal with every one
of my possible 100+ canned responses being loaded into my page every
time as with StockAnswers...  I haven't tried this one, yet, though.

http://www.fsck.com/pub/rt/contrib/2.0/TemplateAnswers-0.3.tar.gz
or
http://primate.net/src/TemplateAnswers-0.3.tar.gz

I'm glad you're sponsoring the project to have such a feature in RT.
I tried to get a group together to pay for it last year, but got no
serious commitments other than my own.  Thanks!

From niranjanalt at yahoo.com  Thu Oct 24 15:54:52 2002
From: niranjanalt at yahoo.com (Niranjan Patel)
Date: Thu, 24 Oct 2002 12:54:52 -0700 (PDT)
Subject: [rt-users] Action List
In-Reply-To: <20021023002036.GM490@luggage.internal.moreton.com.au>
Message-ID: <20021024195452.82349.qmail@web12905.mail.yahoo.com>

By owner of the queue I meant persons who can own
tickets in that queue.
I got a way out I add them as admincc and create a
script on transaction notify admincc with template..

--- Phil Homewood <pdh at snapgear.com> wrote:
> Niranjan Patel wrote:
> > What is the Actiopn NotifyOtherRecipients in the
> > Action List. Can I specify a group of people.
> 
> It notifies the addresses in the "Cc" and "Bcc"
> boxes
> on the "Update Ticket" screen.
> 
> > I want to send an email on events to all owners of
> the
> > queue, Is there a way to do that. Can I specify
> custom
> > list
> 
> What do you mean by "owners of the queue" ?
> -- 
> 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

__________________________________________________
Do you Yahoo!?
Y! Web Hosting - Let the expert host your web site
http://webhosting.yahoo.com/

From niranjanalt at yahoo.com  Thu Oct 24 16:01:11 2002
From: niranjanalt at yahoo.com (Niranjan Patel)
Date: Thu, 24 Oct 2002 13:01:11 -0700 (PDT)
Subject: [rt-users] Bug or understanding problem
Message-ID: <20021024200111.11423.qmail@web12902.mail.yahoo.com>

Hello,

RT 2.0.15
On creation a user can specify multiple requestors and
multiple cc address.
I want all of them (requestors and CC) to get a
notification via email

If I say on Create Autoreply to requestors it send to
all requestors not CC.
If I say on Create NotifyRequestorsandCC it sends only
to all CC but it doesnt send to first requestor I
added.
If I say on Create NotifyOtherRecipients it doen't
send to CC

Somehow I am not able to send notification to all
address entered both CC and requestors

Thanks
Niranjan

__________________________________________________
Do you Yahoo!?
Y! Web Hosting - Let the expert host your web site
http://webhosting.yahoo.com/

From rt at cmh.parliant.com  Thu Oct 24 16:38:34 2002
From: rt at cmh.parliant.com (Colin Henein)
Date: Thu, 24 Oct 2002 16:38:34 -0400 (EDT)
Subject: [rt-users] Duplicate emails sent
Message-ID: <20021024203834.71455.qmail@mail.parliant.com>

Greetings RT folk.

I'm having problems with duplicate emails being sent by RT. I've
consulted the list archives, and although there were some solutions
posted, none of them seem to apply to my case.

You've been very helpful with previous questions, so I thought I'd
throw this one out.

I am an admincc watcher on a queue.

If I create a ticket in that queue by emailing to the public queue
address, then a ticket is successfully created (there is no autoreply
on this queue).

A second AdminCC on that queue replies (correspondence) to the ticket
(either through the web interface or by email), and the correspondence
is logged in RT. The problem is that I get TWO identical copies of his
reply via email. Not one.

If the second AdminCC comments (not corresponds) on the ticket, I only
get one email copy of the comment.

If I set myself as the owner of the ticket, I get three copies of
correspondence email from the other AdminCC, rather than just two.

Now, previous posters on the list had problems with their scrips, but
mine seem to match previous advice. In fact, I've further simplified
them by removing the OtherRecipients since we're not using Cc and Bcc
on this queue anyway. I have three scrips:
- OnCreate NotifyAdminCcs with template Transaction 
- OnCorrespond NotifyAllWatchers with template Correspondence 
- OnComment NotifyAdminCcsAsComment with template AdminComment 
(these are global scrips, with no per-queue scrips defined)

My theory is that RT is generating email to me as the requestor, and
also to me as an AdminCC, which explains why I only get the duplicates
with correspondence. (If I'm the owner I get a third message from
correspondence.)

Now, I'm running qmail here, and I've looked at the qmail logfile, and
it's revealing. It lists *one* message being generated by rt, but
delivering that message to me two or three times.

As I recall from my (bad old) sendmail days, sendmail will
automatically remove duplicate email addresses in To, CC and Bcc lines
when doing local deliveries. I believe this is a sendmail feature
which isn't shared by qmail.

Is it possible that RT is depending on this sendmail feature to prevent
multiple deliveries? Are other qmail users out there seeing the same
thing? Am I just crazy and I've misconfigured something?

Thanks!
Colin

From tzadikem at yahoo.com  Thu Oct 24 18:24:42 2002
From: tzadikem at yahoo.com (Travis Zadikem)
Date: Thu, 24 Oct 2002 15:24:42 -0700 (PDT)
Subject: [rt-users] Changing the order when resolving a ticket a such to reply...
Message-ID: <20021024222442.69701.qmail@web14409.mail.yahoo.com>

I would like to change all the orders in RT from comments to reply if possible.  For example, when you click on resolve it shows to comment the ticket instead of correspond back to the requestors.   I would like to change this functionality to always be correspond instead of comment in all places, if possible.   People forget to change it and then the user complains that they never got the update.

Thanks,

Travis

Your mind is like a parachute.  It must be open to be used effectively.

---------------------------------
Do you Yahoo!?
Y! Web Hosting - Let the expert host your web site
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From tzadikem at yahoo.com  Thu Oct 24 18:27:21 2002
From: tzadikem at yahoo.com (Travis Zadikem)
Date: Thu, 24 Oct 2002 15:27:21 -0700 (PDT)
Subject: [rt-users] Knowledge Base
In-Reply-To: <20021015033745.10475.qmail@web14407.mail.yahoo.com>
Message-ID: <20021024222721.85106.qmail@web14405.mail.yahoo.com>

I guess we will all wait for the next release of RT and hope for the best on an upgrade.  In the meantime, I will try stockanswers and see what it holds.  
Thanks
 Travis Zadikem <tzadikem at yahoo.com> wrote:I know that rt can use keywords and such, but I want to know if it or
anyone has it setup with a knowledge base or even a so called FAQ for
end-users.

Thanks,
Travis

=====
Your mind is like a parachute. It must be open to be used effectively.

__________________________________________________
Do you Yahoo!?
Faith Hill - Exclusive Performances, Videos & More
http://faith.yahoo.com
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

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

Your mind is like a parachute.  It must be open to be used effectively.

From bruce_campbell at ripe.net  Thu Oct 24 18:53:53 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 25 Oct 2002 00:53:53 +0200 (CEST)
Subject: [rt-users] RT <-> Knowledge Base
In-Reply-To: <15800.5185.568442.448944@onceler.kciLink.com>
Message-ID: <Pine.LNX.4.44.0210250029050.19025-100000@x22.ripe.net>

On Thu, 24 Oct 2002, Vivek Khera wrote:

> >>>>> "BC" == Bruce Campbell <bruce_campbell at ripe.net> writes:
>
> BC> At the moment, the StockAnswers in the contrib is the closest to what you
> BC> are looking for.  Note the 'at the moment'.
>
> What about these, announced recently?  I couldn't deal with every one
> of my possible 100+ canned responses being loaded into my page every
> time as with StockAnswers...  I haven't tried this one, yet, though.
>
> http://www.fsck.com/pub/rt/contrib/2.0/TemplateAnswers-0.3.tar.gz

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.

Hrm.. I'm not keen myself on having all of my queue's templates being
visible in the HTML (ie, I use a number of per-Queue templates for mail
templates etc), so I'd suggest adding the following line (+) in
TemplateAnswers-0.3/TemplateList to limit the possible Templates returned.

% while (my $TemplateObj = $Templates->Next ){
 +	%	next unless( $TemplateObj->Name =~ /^\s*QuickAnswer:/ );
	%	push @data, [$TemplateObj->Name, $TemplateObj->Content];
	% }

Obviously, tag the Templates that you're using as QuickAnswers as
'QuickAnswer:' to begin the Name.

If your aim is to reduce the size of the answer page, another method that
you could use is to create /Ticket/Elements/TemplateFetch , and then have
the javascript in /Ticket/Elements/TemplateList merely supply a list of
possible templates (% push @data, [$TemplateObj->Name, $TemplateObj->id];)
, and retrieve /Ticket/Elements/TemplateFetch?id=numberselected .  That
should cut down on the size of the page passed to the WebUI user.

TemplateFetch would read (warning, untested coconut margarita code):

% if( defined( $Template ) ){
	%	if( $Template->Name =~ /^\s*QuickAnswer:/ ){
	%		$Template->Content();
	%	}else{
			You do not have permission to view template { $id }.
	%	}
	% }else{
		Template specified does not seem to exist
	% }
	<%INIT>
	my $Template = new RT::Template( $session{'CurrentUser'} );
	$Template->Load( $id );
	</%INIT>
	<%ARGS>
	id => undef
	</%ARGS>

I think something like this could go into TemplateAnswers 0.4 (Aaron?)

From pdh at snapgear.com  Thu Oct 24 20:19:37 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 25 Oct 2002 10:19:37 +1000
Subject: [rt-users] Bug or understanding problem
In-Reply-To: <20021024200111.11423.qmail@web12902.mail.yahoo.com>
References: <20021024200111.11423.qmail@web12902.mail.yahoo.com>
Message-ID: <20021025001937.GA460@luggage.internal.moreton.com.au>

Niranjan Patel wrote:
> If I say on Create Autoreply to requestors it send to
> all requestors not CC.

That's what AutoreplyToRequestors means.

> If I say on Create NotifyRequestorsandCC it sends only
> to all CC but it doesnt send to first requestor I
> added.

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

> If I say on Create NotifyOtherRecipients it doen't
> send to CC

That's not what NotifyOtherRecipients is for. Its only
purpose is to send mail to "one-off" CC and BCC addresses
entered on the ticket update page.

> Somehow I am not able to send notification to all
> address entered both CC and requestors

OnCreate AutoreplyToRequestors with template Foo
OnCreate NotifyRequestorsandCCs with template Foo

If you have multiple requestors they'll get two copies.
If this is a problem, you probably want to hack
lib/RT/Action/Autoreply.pm to also add the CCs, and
forget about the second scrip above.

The following untested patch might do what you want.
Either modify Autoreply.pm, or make your own scrip
that ISA RT::Action::Autoreply and override the
SetReturnAddress method.

RCS file: /cvs/local/rt/lib/RT/Action/Autoreply.pm,v
retrieving revision 1.3
diff -u -r1.3 Autoreply.pm
--- Autoreply.pm        15 Jul 2002 01:30:27 -0000      1.3
+++ Autoreply.pm        25 Oct 2002 00:17:09 -0000
@@ -18,6 +18,7 @@
     my $self=shift;
 
     push(@{$self->{'To'}}, @{$self->TicketObj->Requestors->Emails});
+    push(@{$self->{'Cc'}}, @{$self->TicketObj->CC->Emails});
     
     return(1);
 }

-- 
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 dang at planetmirror.com  Thu Oct 24 20:58:06 2002
From: dang at planetmirror.com (Dan Goodes)
Date: Fri, 25 Oct 2002 10:58:06 +1000 (EST)
Subject: [rt-users] Problems installing/setting up WebRT
Message-ID: <Pine.LNX.4.44.0210251051540.7933-100000@silk.planetmirror.com>

Hi all,

I'm attempting to install and set up RT2. Having gone through the charming 
installation process, installing miriads of Perl CPAN modules and so on, 
I've finally got it installed - I believe.

I tried to fire up the WebRT interface, having configured apache exactly 
as per the docs. RT2 has its own virtual host. Initially I was having 
"Can't write to '/tmp/rt.log0': Permission denied..." errors, which I 
quickly resolved. However, now whenever I try to access the site, I get 
just a blank page in my browser, and 
"[25/Oct/2002:10:37:39 +1000] "\x80F\x01\x03" 200 0"
in my access_log. RT2 is not writing anything in the RT_LOG_PATH location 
at all.

Any help from people who've solved this sort of problem before would be 
apprecitated.

Cheers,
-Dan

From atporter at gateway.primate.net  Thu Oct 24 21:20:03 2002
From: atporter at gateway.primate.net (Aaron T Porter)
Date: Thu, 24 Oct 2002 18:20:03 -0700
Subject: [rt-users] RT <-> Knowledge Base
In-Reply-To: <Pine.LNX.4.44.0210250029050.19025-100000@x22.ripe.net>
References: <15800.5185.568442.448944@onceler.kciLink.com> <Pine.LNX.4.44.0210250029050.19025-100000@x22.ripe.net>
Message-ID: <20021025012003.GA20746@gateway.primate.net>

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

From ramassa at ucdavis.edu  Thu Oct 24 21:30:59 2002
From: ramassa at ucdavis.edu (Richard Massa)
Date: Thu, 24 Oct 2002 18:30:59 -0700
Subject: [rt-users] Duplicate emails sent
In-Reply-To: <20021024203834.71455.qmail@mail.parliant.com>; from rt@cmh.parliant.com on Thu, Oct 24, 2002 at 04:38:34PM -0400
References: <20021024203834.71455.qmail@mail.parliant.com>
Message-ID: <20021024183059.D8376@tictactoe.unixboxen.net>

I've been seeing that exact same problem, but you've explained it far better...

On Thu, Oct 24, 2002 at 04:38:34PM -0400, Colin Henein wrote:
> Greetings RT folk.
> 
> I'm having problems with duplicate emails being sent by RT. I've
> consulted the list archives, and although there were some solutions
> posted, none of them seem to apply to my case.
> 
> You've been very helpful with previous questions, so I thought I'd
> throw this one out.
> 
> I am an admincc watcher on a queue.
> 
> If I create a ticket in that queue by emailing to the public queue
> address, then a ticket is successfully created (there is no autoreply
> on this queue).
> 
> A second AdminCC on that queue replies (correspondence) to the ticket
> (either through the web interface or by email), and the correspondence
> is logged in RT. The problem is that I get TWO identical copies of his
> reply via email. Not one. 
> 
> If the second AdminCC comments (not corresponds) on the ticket, I only
> get one email copy of the comment.
> 
> If I set myself as the owner of the ticket, I get three copies of
> correspondence email from the other AdminCC, rather than just two.
> 
> Now, previous posters on the list had problems with their scrips, but
> mine seem to match previous advice. In fact, I've further simplified
> them by removing the OtherRecipients since we're not using Cc and Bcc
> on this queue anyway. I have three scrips:
> - OnCreate NotifyAdminCcs with template Transaction 
> - OnCorrespond NotifyAllWatchers with template Correspondence 
> - OnComment NotifyAdminCcsAsComment with template AdminComment 
> (these are global scrips, with no per-queue scrips defined)
> 
> My theory is that RT is generating email to me as the requestor, and
> also to me as an AdminCC, which explains why I only get the duplicates
> with correspondence. (If I'm the owner I get a third message from
> correspondence.)
> 
> Now, I'm running qmail here, and I've looked at the qmail logfile, and
> it's revealing. It lists *one* message being generated by rt, but
> delivering that message to me two or three times.
> 
> As I recall from my (bad old) sendmail days, sendmail will
> automatically remove duplicate email addresses in To, CC and Bcc lines
> when doing local deliveries. I believe this is a sendmail feature
> which isn't shared by qmail.
> 
> Is it possible that RT is depending on this sendmail feature to prevent
> multiple deliveries? Are other qmail users out there seeing the same
> thing? Am I just crazy and I've misconfigured something?
> 
> Thanks!
> Colin
> _______________________________________________
> 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
>

-- 
THERE IS ALMOST NO LEGAL, HIGH QUALITY CONTENT AVAILABLE ON THE INTERNET. 
                                                 -Sen. Ernest Hollings D-S.C.

From dmmooney at earthlink.net  Thu Oct 24 21:53:30 2002
From: dmmooney at earthlink.net (Drew M. Mooney)
Date: Thu, 24 Oct 2002 20:53:30 -0500
Subject: [rt-users] Changing the order when resolving a ticket a such to reply...
In-Reply-To: <20021024223007.2694.89708.Mailman@pallas.eruditorum.org>
Message-ID: <002501c27bc9$51c3e1f0$0c0a0a0a@ftw.mot.com>

Travis - it seems to me that RT wisely defaults to comment to prevent
those Embarrassing Moments in Customer Service during which one of your
support folks 'verbally' shreds a requestor for asking a Really Stupid
Question.

Better a user gets NO update than a potentially damaging one!

YMMV of course. I don't know how to reverse the default, but I would not
opt to do so at my site.

-drew-
Travis wrote:

I would like to change all the orders in RT from comments to reply if
possible.  For example, when you click on resolve it shows to comment
the ticket instead of correspond back to the requestors.   I would like
to change this functionality to always be correspond instead of comment
in all places, if possible.   People forget to change it and then the
user complains that they never got the update.

From adrian at creative.net.au  Thu Oct 24 22:42:52 2002
From: adrian at creative.net.au (Adrian Chadd)
Date: Fri, 25 Oct 2002 12:42:52 +1000
Subject: [rt-users] Changing the order when resolving a ticket a such to reply...
In-Reply-To: <002501c27bc9$51c3e1f0$0c0a0a0a@ftw.mot.com>
Message-ID: <7509EA5C-E7C3-11D6-B703-003065FB20B2@creative.net.au>

On Friday, October 25, 2002, at 11:53  AM, Drew M. Mooney wrote:

> Travis - it seems to me that RT wisely defaults to comment to prevent
> those Embarrassing Moments in Customer Service during which one of your
> support folks 'verbally' shreds a requestor for asking a Really Stupid
> Question.
>
> Better a user gets NO update than a potentially damaging one!
>

How about, instead, changing the "Commit" button at the bottom of the 
screen
to a pair of buttons - Commit/Comment and Commit/Reply?

Adrian

From stefan.scherer at sealsystems.de  Fri Oct 25 05:30:50 2002
From: stefan.scherer at sealsystems.de (Stefan Scherer)
Date: Fri, 25 Oct 2002 11:30:50 +0200
Subject: [rt-users] different columns shown in Search
Message-ID: <3DB90F4A.6B2FD35D@sealsystems.de>

I'm thinking of how the Search mask of RT could be more
flexible to show different columns for different searches.

Now you have to configure the visible columns on the 
server side. Then the shown columns are fixed.

What about making this configurable in the search mask,
just like the "Refine Search" box. You then can add
or remove some columns to see more or less informations.
Adding columns to show some of the keywords of the
tickets in a queue would also be very interesting.

Are there any plans?

Bye,

Stefan

From smylers at gbdirect.co.uk  Fri Oct 25 06:17:55 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Fri, 25 Oct 2002 11:17:55 +0100 (BST)
Subject: [rt-users] Changing the order when resolving a ticket a such to
 reply...
In-Reply-To: <20021024222442.69701.qmail@web14409.mail.yahoo.com>
Message-ID: <Pine.LNX.4.44.0210250919520.4461-100000@tiger.gbdirect.co.uk>

Yesterday Travis Zadikem wrote:

> I would like to change all the orders in RT from comments to reply if
> possible.

There's two separate issues here.

> For example, when you click on resolve it shows to comment the ticket
> instead of correspond back to the requestors.   I would like to change
> this functionality to always be correspond instead of comment in all
> places, if possible.   People forget to change it and then the user
> complains that they never got the update.

You don't need to know much about 'RT' to be able to change this.  As a
starting point, note that the URL for the 'Resolve' link ends in
something like this:

/Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id=123

That's fairly readable -- update the ticket with ID 123 with a comment
action with the status defaulting to resolved.  So we just want to
change that Action parameter to being something that'll denote
correspondence instead of a comment.

What value should it have to do that?  Go to the message history bit and
waft your mouse over the 'Reply' and 'Comment' links, observing the
URLs:

/Ticket/Update.html?id=1604&QuoteTransaction=123&Action=Respond
  /Ticket/Update.html?id=1604&QuoteTransaction=123&Action=Comment

So we can see the difference between comments and correspondence.  I
haven't tried it, but I'm fairly sure that if you change the Action
parameter in the 'Resolve' link's URL you'll get what you want.

See 'RTFM' for how to make this change in a local branch if you haven't
done this before.

That's the solution for places with explicit links to sending one type
of message.  In our place we have the same problem (people thinking
they've mailed clients when they've just sent internal comments) with
the add message box at the bottom of the 'Jumbo' page[*0].

Since that form is just passively there -- it hasn't been specifically
summoned up -- it just stays on the default value of 'comment'.  I'd
expect it to be trivial to change the default in the HTML.

We haven't done this because of the problem that Drew highlighted: the
potential to send internal information to a client.  We have a plan to
make it so that if JavaScript is enabled the default is neither and the
user can't submit the form until one of them has been chosen.  (But we
haven't got round to it yet.)

Good luck.

*0  Except that we've copied it to be at the bottom of the main display
page as well, making it the typical way people ad comments and
correspondence on the web interface.  People who've left this alone
probably don't suffer this problem.

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

From bryantac67 at yahoo.com  Fri Oct 25 11:26:21 2002
From: bryantac67 at yahoo.com (Aaron Bryant)
Date: Fri, 25 Oct 2002 08:26:21 -0700 (PDT)
Subject: [rt-users] Statistics
Message-ID: <20021025152621.14430.qmail@web21510.mail.yahoo.com>

I have installed the Cozens Statistics Package. 
Whenever I click on the link for 'Average Time to
Resolution, by queue,' I get the error:

Error during compilation of
/heap/rt/WebRT/html/stats/Resolution.html:
syntax error at
/heap/rt/WebRT/html/stats/Resolution.html line 62,
near "= ."
  (Might be a runaway multi-line '' string starting on
line 56)

Stack:
 
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:588]
 
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:269]
 
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:174]
 
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:138]
 
[/usr/local/lib/perl5/site_perl/5.6.1/Class/Container.pm:216]
 
[/usr/local/lib/perl5/site_perl/5.6.1/Class/Container.pm:279]
 
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:168]
 
[/usr/local/lib/perl5/site_perl/5.6.1/HTML/Mason/Interp.pm:162]
  [/heap/rt/bin/mason_handler.fcgi:208]

Has anyone else run into this?  Are there any other
packages for statistics?

Many Thanks,
Aaron

__________________________________________________
Do you Yahoo!?
Y! Web Hosting - Let the expert host your web site
http://webhosting.yahoo.com/

From bruce_campbell at ripe.net  Sat Oct 26 14:11:59 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Sat, 26 Oct 2002 20:11:59 +0200 (CEST)
Subject: [rt-users] Problems installing/setting up WebRT
In-Reply-To: <Pine.LNX.4.44.0210251051540.7933-100000@silk.planetmirror.com>
Message-ID: <Pine.LNX.4.44.0210262006560.5269-100000@x22.ripe.net>

On Fri, 25 Oct 2002, Dan Goodes wrote:

> I tried to fire up the WebRT interface, having configured apache exactly
> as per the docs. RT2 has its own virtual host. Initially I was having
> "Can't write to '/tmp/rt.log0': Permission denied..." errors, which I
> quickly resolved. However, now whenever I try to access the site, I get
> just a blank page in my browser, and
> "[25/Oct/2002:10:37:39 +1000] "\x80F\x01\x03" 200 0"
> in my access_log. RT2 is not writing anything in the RT_LOG_PATH location
> at all.

Assuming that it is \x80F etc, and not \x47\x45\x54, you have something
very wrong with your apache.  If you edit etc/config.pm to have $LogToFile
= 'debug'; , you'll get possible some more informative stuff in the log
directory.

-- 
                             Bruce Campbell                            RIPE
                   Systems/Network Engineer                             NCC
                 www.ripe.net - PGP562C8B1B             Operations/Security
      Now live from Eugene, Oregon, US of A

From hellhound at geek.be  Sat Oct 26 19:23:37 2002
From: hellhound at geek.be (hellhound at geek.be)
Date: Sun, 27 Oct 2002 01:23:37 +0200
Subject: [rt-users] Login problems
Message-ID: <20021026232337.GB13763@geek.be>

Hi,

Just installed RT 2.0.15, all perl modules installed, but when
  I try to login to RT, gives a 'Your username or password is
  incorrect' (trying root/password).
  Tried changing the password with
     rtadmin --user root --password somepass
  didn't help either.
  Tried reinstalling with a clean database, same problem.

Anyone know this problem ? Some perl module misbehaving ?
  There isn't anything in the RT or Apache logs either.

All help appreciated.

thanks

From iqbala at qwestip.net  Sun Oct 27 17:00:39 2002
From: iqbala at qwestip.net (Asif Iqbal)
Date: Sun, 27 Oct 2002 17:00:39 -0500
Subject: [rt-users] rt_user password
References: <EFB813091B18D511BD3600508B644F82043534C7@tx14exm06.ftw.mot.com>
Message-ID: <059701c27e04$592f5b80$6601a8c0@AR157369>

Sessiondata crontab on Solaris....Hi All

Is there a way I can change the default password of rt_user after the RT2 installation without breaking it :-) ?

Thanks
Asif Iqbal

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From kazu at kmn.co.jp  Sun Oct 27 20:17:49 2002
From: kazu at kmn.co.jp (Kazu Kimura)
Date: Mon, 28 Oct 2002 10:17:49 +0900
Subject: [rt-users] rt_user password
References: <EFB813091B18D511BD3600508B644F82043534C7@tx14exm06.ftw.mot.com> <059701c27e04$592f5b80$6601a8c0@AR157369>
Message-ID: <008f01c27e1f$d7b9d000$2f0aa8c0@Office>

Sessiondata crontab on Solaris....Asif,

Please modify /opt/rt2/etc/config.pm.

Regards,
Kazu
  ----- Original Message -----
  From: Asif Iqbal
  To: rt-users at lists.fsck.com
  Sent: Monday, October 28, 2002 7:00 AM
  Subject: [rt-users] rt_user password

Hi All

Is there a way I can change the default password of rt_user after the RT2
installation without breaking it :-) ?

Thanks
  Asif Iqbal

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From pyu at pobox.com  Mon Oct 28 00:07:46 2002
From: pyu at pobox.com (Patrick YU)
Date: Mon, 28 Oct 2002 13:07:46 +0800
Subject: [rt-users] 2.1.42 woes:  undefined $ah in webmux.pl
Message-ID: <326E047B-EA33-11D6-9185-000A27A904D6@pobox.com>

Hello all.

I'm trying to set up version 2.1.42 and the initial to the web UI caused 
the following Apache log:

Constant subroutine CGI::XHTML_DTD redefined at 
/Library/Perl/constant.pm line 108.
[Sun Oct 27 11:49:19 2002] [notice] Apache/1.3.26 (Darwin) mod_perl/1.27 
configured -- resuming normal operations
[Sun Oct 27 11:49:19 2002] [notice] Accept mutex: flock (Default: flock)
[Sun Oct 27 11:49:33 2002] [error] Can't call method "handle_request" on 
an undefined value at /usr/local/rt3/bin/webmux.pl line 88.

Any advise on how to proceed ?  I've determined that the $ah handler 
wasn't created / defined in webmux.pl.  The RT log file doesn't have 
anything after changing log level to 'debug'.

Configuration:
Mac OS X 10.1.5
Mason 1.10
mod_perl 1.27

thanks in advance,

Patrick

From kazu at kmn.co.jp  Mon Oct 28 00:44:50 2002
From: kazu at kmn.co.jp (Kazu Kimura)
Date: Mon, 28 Oct 2002 14:44:50 +0900
Subject: similar problem(was Re: [rt-users] 2.1.42 woes:  undefined $ah in webmux.pl
References: <326E047B-EA33-11D6-9185-000A27A904D6@pobox.com>
Message-ID: <012901c27e45$251791a0$2f0aa8c0@Office>

I have been experiencing very similar symptom with FreeBSD4.6, RT-2-0-5 and
perl 5.00503 for a long time.

[Mon Oct 28 05:29:55 2002] [notice] Apache/1.3.27 (Unix) mod_perl/1.27
configured -- resuming normal operations
[Mon Oct 28 05:29:55 2002] [notice] Accept mutex: flock (Default: flock)
[Mon Oct 28 05:41:21 2002] [error] Can't call method "handle_request" on an
undefined value at /opt/rt2/bin/webmux.pl line 170.

Any clue to solve this?

Regards,
Kazu
----- Original Message -----
From: "Patrick YU" <pyu at pobox.com>
To: <rt-users at lists.fsck.com>
Sent: Monday, October 28, 2002 2:07 PM
Subject: [rt-users] 2.1.42 woes: undefined $ah in webmux.pl

> Hello all.
>
> I'm trying to set up version 2.1.42 and the initial to the web UI caused
> the following Apache log:
>
> Constant subroutine CGI::XHTML_DTD redefined at
> /Library/Perl/constant.pm line 108.
> [Sun Oct 27 11:49:19 2002] [notice] Apache/1.3.26 (Darwin) mod_perl/1.27
> configured -- resuming normal operations
> [Sun Oct 27 11:49:19 2002] [notice] Accept mutex: flock (Default: flock)
> [Sun Oct 27 11:49:33 2002] [error] Can't call method "handle_request" on
> an undefined value at /usr/local/rt3/bin/webmux.pl line 88.
>
> Any advise on how to proceed ?  I've determined that the $ah handler
> wasn't created / defined in webmux.pl.  The RT log file doesn't have
> anything after changing log level to 'debug'.
>
> Configuration:
> Mac OS X 10.1.5
> Mason 1.10
> mod_perl 1.27
>
> thanks in advance,
>
> Patrick
>
> _______________________________________________
> 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 rob at myinternetplace.net  Mon Oct 28 02:57:22 2002
From: rob at myinternetplace.net (Rob Walker)
Date: 27 Oct 2002 23:57:22 -0800
Subject: [rt-users] Missing Status for Tickets that cannot be resolved
In-Reply-To: <3DA52EA3.8080207@biochem.mpg.de>
References: <20021009154001.29003.88801.Mailman@pallas.eruditorum.org>
	<3DA46958.6010007@sysd.com>  <3DA52EA3.8080207@biochem.mpg.de>
Message-ID: <1035791843.19636.88.camel@tp600x>

On Thu, 2002-10-10 at 00:39, Ruben Schattevoy wrote:
> 
> I understand that your solution works perfectly. Nevertheless I
> have problems in asigning the attribuite "resolved" to a ticket
> which is actually "dead" because it's somebody else's problem
> and still _not_ resolved. I would prefere a solution with one
> more status, say, "garbage". Then I could assign status "garbage"
> to tickets which where entered accidentally and assign "dead"
> to thouse which can't be fixed by us. Having an extra keyword
> indicating the reason for this ticket ending in status "dead"
> whould be nice, either!

I don't see it as "dead" if it is a problem that someone has brought to
me to take care of.  I mean, if my customer has come to me to fix it,
and it is on a third party's plate, I still want the ticket to be open,
but "waiting on somebody else".  That way, when they get to it, and fix
their problem, I can move it out of "waiting on somebody else" and back
to "waiting on me".

At one point, ciscoSystems TAC had the idea of "CE-pending",
"DE-pending", "Cust-pending", which were all valid states for an Open
ticket.  As a CE, we didn't get it counted against us as much for
Cust-pending tickets as much as for CE-pending.  Of course, grouping by
each option was done as needed, so that we knew if we needed to ping the
customer, ping the developer, or get something done ourselves.

Maybe another queue is in order, to hold all of these things which other
people need to get done for you?

rob

From michael.fernandez at dms.at  Mon Oct 28 06:40:55 2002
From: michael.fernandez at dms.at (Michael Fernandez)
Date: 28 Oct 2002 12:40:55 +0100
Subject: [rt-users] Scrips when user changed
Message-ID: <1035805256.3755.14.camel@i3s15.sophia.dms.at>

Hello,

How can I do a scrip that send an e-mail to the new owner ticket when
the owner of a ticket is changed ?

Thanks,

Michael.

From fstanley at netburner.com  Mon Oct 28 12:03:22 2002
From: fstanley at netburner.com (Forrest Stanley)
Date: Mon, 28 Oct 2002 09:03:22 -0800
Subject: [rt-users] Scrips when user changed
In-Reply-To: <1035805256.3755.14.camel@i3s15.sophia.dms.at>
Message-ID: <5.1.0.14.2.20021028090247.027e6668@mail.netburner.com>

This one has been done before.. Just download and install this mod. Then 
set up a scrip with it
http://www.fsck.com/pub/rt/contrib/2.0/OwnerChange/

-Forrest

At 12:40 PM 10/28/2002 +0100, Michael Fernandez wrote:
>Hello,
>
>How can I do a scrip that send an e-mail to the new owner ticket when
>the owner of a ticket is changed ?
>
>Thanks,
>
>Michael.
>
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

From raanders at acm.org  Mon Oct 28 17:47:29 2002
From: raanders at acm.org (Roderick A. Anderson)
Date: Mon, 28 Oct 2002 14:47:29 -0800 (PST)
Subject: [rt-users] RT and other apache stuff
Message-ID: <Pine.LNX.4.33.0210281437001.13351-100000@main.cyber-office.net>

Boy is that obtuse or what?  Anyway, I've searched the archives but never 
found a usable solution so I'm willing to take suggestions.  It's a live 
site I don't want to bugger up too bad.

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.

I tried enclosing the RT stuff in <VirtualHost> </VirtualHost> blocks and 
the 'main' server in and out of VirtualHost block but I kept getting only 
one page of the other.  Upon reflection I might have forgot to actually 
refresh the page but I'd sure like some confirmation if this will work.

RHL 7.3, Apache 1.3.23, PostgreSQL 7.2.1, and whatever was the latest
version of mod_perl, Mason, and RT four-five months ago.

Any and all appreciated,
Rod
-- 
  "Open Source Software - Sometimes you get more than you paid for..."

From rcassily at DENOVIS.COM  Mon Oct 28 18:11:50 2002
From: rcassily at DENOVIS.COM (Cassily, Ryan)
Date: Mon, 28 Oct 2002 18:11:50 -0500
Subject: [rt-users] deleted users
Message-ID: <B5A4987C50B02D4B8DB479C57963462433714A@exchsrvr-1.eHealthDirect.com>

Newbie question:

I have recently deleted a user that no longer needed to have access to the queues.  He now gets rejected when he sends a normal email for support saying:

No permission to create tickets in the queue 'support'.

How do I delete users from the config but still allow them to send email to the support queue?  Thanks in advance.

From pdh at snapgear.com  Mon Oct 28 18:19:43 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 29 Oct 2002 09:19:43 +1000
Subject: [rt-users] deleted users
In-Reply-To: <B5A4987C50B02D4B8DB479C57963462433714A@exchsrvr-1.eHealthDirect.com>
References: <B5A4987C50B02D4B8DB479C57963462433714A@exchsrvr-1.eHealthDirect.com>
Message-ID: <20021028231943.GH421@luggage.internal.moreton.com.au>

Cassily, Ryan wrote:
> How do I delete users from the config but still allow them to send
> email to the support queue?  Thanks in advance.

Check the "Let this user access RT" box and uncheck the
"Let this user be granted rights" box in their user config.
-- 
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 bryan at aotea.co.nz  Mon Oct 28 18:48:52 2002
From: bryan at aotea.co.nz (Bryan Roberts)
Date: Tue, 29 Oct 2002 12:48:52 +1300
Subject: [rt-users] Installation on RH8
Message-ID: <OGEOLIAMMLELIDOHIFOLOEJJCCAA.bryan@aotea.co.nz>

I've been reading through the lists to try and sort out installation on RH
8.0

I'm running Apache/2.0.40 and Postgres 7.2.3

I get the following when attempting to make fixdeps and I can't make cpan
install Apache::Cookie either.

Has anyone got any ideas?

Checking for Digest::MD5...found
Checking for Storable...found
Checking for DBI 1.18 ...found
Checking for DBIx::DataSource 0.02 ...found
Checking for DBIx::SearchBuilder 0.48 ...found
Checking for HTML::Entities...found
Checking for MLDBM...found
Checking for Net::Domain...found
Checking for Net::SMTP...found
Checking for Params::Validate 0.02 ...found
Checking for HTML::Mason 1.02 ...found
Checking for CGI::Cookie 1.20 ...found
Checking for Apache::Cookie....Apache::Cookie not installed.Installing with
CPAN...Going to read /root/.cpan/Metadata
  Database was generated on Mon, 28 Oct 2002 14:53:05 GMT
Running install for module Apache::Cookie
Running make for J/JI/JIMW/libapreq-1.0.tar.gz
Checksum for /root/.cpan/sources/authors/id/J/JI/JIMW/libapreq-1.0.tar.gz ok
Scanning cache /root/.cpan/build for sizes
libapreq-1.0/
libapreq-1.0/.cvsignore
libapreq-1.0/CREDITS
libapreq-1.0/Changes
libapreq-1.0/INSTALL
libapreq-1.0/LICENSE
libapreq-1.0/MANIFEST
libapreq-1.0/Makefile.PL
libapreq-1.0/Makefile.am
libapreq-1.0/README
libapreq-1.0/ToDo
libapreq-1.0/acconfig.h
libapreq-1.0/acinclude.m4
libapreq-1.0/aclocal.m4
libapreq-1.0/config.guess
libapreq-1.0/config.sub
libapreq-1.0/configure.in
libapreq-1.0/install-sh
libapreq-1.0/libapreq.pod
libapreq-1.0/libtool
libapreq-1.0/ltconfig
libapreq-1.0/ltmain.sh
libapreq-1.0/mkinstalldirs
libapreq-1.0/typemap
libapreq-1.0/Cookie/
libapreq-1.0/Cookie/.cvsignore
libapreq-1.0/Cookie/Cookie.pm
libapreq-1.0/Cookie/Cookie.xs
libapreq-1.0/Cookie/Makefile.PL
libapreq-1.0/Request/
libapreq-1.0/Request/.cvsignore
libapreq-1.0/Request/Makefile.PL
libapreq-1.0/Request/Request.pm
libapreq-1.0/Request/Request.xs
libapreq-1.0/c/
libapreq-1.0/c/.cvsignore
libapreq-1.0/c/Makefile.PL
libapreq-1.0/c/Makefile.am
libapreq-1.0/c/Makefile.noperl
libapreq-1.0/c/apache_cookie.c
libapreq-1.0/c/apache_cookie.h
libapreq-1.0/c/apache_multipart_buffer.c
libapreq-1.0/c/apache_multipart_buffer.h
libapreq-1.0/c/apache_request.c
libapreq-1.0/c/apache_request.h
libapreq-1.0/c/libapreq_config.h.in
libapreq-1.0/c/stamp-h.in
libapreq-1.0/c/Makefile.in
libapreq-1.0/eg/
libapreq-1.0/eg/c/
libapreq-1.0/eg/c/testapreq/
libapreq-1.0/eg/c/testapreq/Makefile.apxs
libapreq-1.0/eg/c/testapreq/Makefile.tmpl
libapreq-1.0/eg/c/testapreq/mod_testapreq.c
libapreq-1.0/eg/c/testapreq/mod_testapreq.module
libapreq-1.0/eg/perl/
libapreq-1.0/eg/perl/cookie.pl
libapreq-1.0/eg/perl/file_upload.pl
libapreq-1.0/lib/
libapreq-1.0/lib/Apache/
libapreq-1.0/lib/Apache/libapreq.pm
libapreq-1.0/missing
libapreq-1.0/Makefile.in
libapreq-1.0/configure
Removing previously used /root/.cpan/build/libapreq-1.0

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

Can't locate Apache/MyConfig.pm in @INC (@INC contains:
/usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0
/usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at
Makefile.PL line 27.
BEGIN failed--compilation aborted at Makefile.PL line 27.
Running make test
  Make had some problems, maybe interrupted? Won't test
Running make install
  Make had some problems, maybe interrupted? Won't install

Checking for Apache::Session 1.53 ...found
Checking for Date::Parse...found
Checking for Date::Format...found
Checking for MIME::Entity 5.108 ...found
Checking for Mail::Mailer 1.20 ...found
Checking for Getopt::Long 2.24 ...found
Checking for Tie::IxHash...found
Checking for Text::Wrapper...found
Checking for Text::Template...found
Checking for File::Spec 0.8 ...found
Checking for Errno...found
Checking for FreezeThaw...found
Checking for File::Temp...found
Checking for Log::Dispatch 1.6 ...found
Checking for DBD::Pg  ...found

From russj at dimstar.net  Mon Oct 28 19:28:21 2002
From: russj at dimstar.net (Russ Johnson)
Date: Mon, 28 Oct 2002 16:28:21 -0800
Subject: [rt-users] RT and other apache stuff
In-Reply-To: <Pine.LNX.4.33.0210281437001.13351-100000@main.cyber-office.net>
References: <Pine.LNX.4.33.0210281437001.13351-100000@main.cyber-office.net>
Message-ID: <20021029002821.GC21144@sthelens.dimstar.net>

* Roderick A. Anderson <raanders at acm.org> [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:

<VirtualHost 10.69.1.14>
 ServerName help.xxx.com
 DocumentRoot /var/www/html/
</VirtualHost>

<VirtualHost 10.69.1.14>
 ServerName rt.xxx.com
 ServerAlias helpfish.xxx.com
 DocumentRoot /usr/local/rt2/WebRT/html
 PerlModule Apache::DBI
 PerlRequire /usr/local/rt2/bin/webmux.pl
 <Location />
  SetHandler perl-script
  PerlHandler RT::Mason
 </Location>
 <Location /chart>
  SetHandler perl-script
  PerlHandler +Apache::GD::Graph
 </Location>
</VirtualHost>

<VirtualHost 10.69.1.14>
 ServerName bb2.xxx.com
 DocumentRoot /home/bb/bb/www/
 ServerAlias bb.xxx.com
</VirtualHost>

Also, remember to use this line:

NameVirtualHost 10.69.1.14

For further help, I suggest the apache mailing lists.

-- 
Russ Johnson
Dimension 7/Stargate Online
http://www.dimstar.net

Random thought #4 (Collect all 17)
"Life does not have to be perfect to be wonderful." - Annette Funicello

From rick.rezinas at qsent.com  Mon Oct 28 19:55:11 2002
From: rick.rezinas at qsent.com (Rick Rezinas)
Date: Mon, 28 Oct 2002 16:55:11 -0800
Subject: [rt-users] RT and other apache stuff
In-Reply-To: <Pine.LNX.4.33.0210281437001.13351-100000@main.cyber-office.net>
References: <Pine.LNX.4.33.0210281437001.13351-100000@main.cyber-office.net>
Message-ID: <20021029005511.GD6438@yeti.qsent.com>

I'm running RT as a virtual.  name-based.  If you have troubles, you can
setup another ip address too, and have it do an ip virt.

On Mon, 28 Oct 2002, Roderick A. Anderson wrote:

> Boy is that obtuse or what?  Anyway, I've searched the archives but never 
> found a usable solution so I'm willing to take suggestions.  It's a live 
> site I don't want to bugger up too bad.
> 
> 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.
> 
> I tried enclosing the RT stuff in <VirtualHost> </VirtualHost> blocks and 
> the 'main' server in and out of VirtualHost block but I kept getting only 
> one page of the other.  Upon reflection I might have forgot to actually 
> refresh the page but I'd sure like some confirmation if this will work.
> 
> RHL 7.3, Apache 1.3.23, PostgreSQL 7.2.1, and whatever was the latest
> version of mod_perl, Mason, and RT four-five months ago.
> 
> 
> Any and all appreciated,
> Rod
> -- 
>   "Open Source Software - Sometimes you get more than you paid for..."
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

--
Rick Rezinas  503-889-7091
Unix Systems Administrator
Qsent, Inc.

When Gladstone was British Prime Minister he visited Michael Faraday's
laboratory and asked if some esoteric substance called `Electricity'
would ever have practical significance.
"One day, sir, you will tax it," was the answer.
					        	-- Science, 1994

From HGororo at chartercom.com  Mon Oct 28 22:02:08 2002
From: HGororo at chartercom.com (Gororo, Hillary)
Date: Mon, 28 Oct 2002 21:02:08 -0600
Subject: [rt-users] RE: Serious Problem - RT can't load Ticket
Message-ID: <B0DF0180764CDC4888BACFD27C84125FB30097@STL02MEXC11.corp.chartercom.com>

Hi Guys,

I have a serious problem with my Rt application.  RT will not load any
tickets.  If you try to pull up a ticket e.g type 4000 in GoToTicket, RT
does not display the ticket details in the "History" section.  All it
displays is when the ticket was created.

Has anyone encountered this problem

Thank you
Hillary

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From vbhatia at lbl.gov  Mon Oct 28 23:10:48 2002
From: vbhatia at lbl.gov (Vik Bhatia)
Date: Mon, 28 Oct 2002 20:10:48 -0800
Subject: [rt-users] RT:2.0.15 New Install - Listing tickets
Message-ID: <3DBE0A48.6080701@lbl.gov>

I just installed RT 2.0.15 with mysql (Oracle was not working out....). 
I successfully configured the email bit and am able to create tickets 
when I send mail to the "queue". That works pretty well! I am however, 
unable to see a list of tickets when I log in(root). In the "Home" page 
(after I log in) I see "25 highest priority tickets I own..." and "25 
highest priority tickets I requested...". Both show up nothing. The 
"Find new/open tickets" summary box on the home page shows that I have 2 
new tickets (resulting from the two emails I sent). I however do not see 
the tickets anywhere.

I click on the queue name and that takes me into the search page for 
that queue. After entering the search criteria, I still fail to bring up 
the list of tickets... what's going on? Is there a permissions issue? I 
am in as root.

Is there a log file where I can see what's going on or any error 
messages that were encountered?

Thanks in advance!

-Vik

From sera at xmission.com  Mon Oct 28 23:21:37 2002
From: sera at xmission.com (Sera)
Date: Mon, 28 Oct 2002 21:21:37 -0700
Subject: [rt-users] Merging and Replies
In-Reply-To: <20021029034502.9981.17061.Mailman@pallas.eruditorum.org>
References: <20021029034502.9981.17061.Mailman@pallas.eruditorum.org>
Message-ID: <20021029042137.GC11614@xmission.com>

We are using 2.0.14, and overall quite pleased.  I started messing with the
Merge option but found that it has some functionality that makes it useless
for us, unless I can figure out a way to modify it.  I've tried several
things but nothing works as we need yet.

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.. one the potential for abuse, two I don't want to flood users
mailboxes with "Thanks for the help" from other users, etc...

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.

From rt-users at mjch.net  Mon Oct 28 23:28:26 2002
From: rt-users at mjch.net (Malcolm Herbert)
Date: Tue, 29 Oct 2002 15:28:26 +1100
Subject: [rt-users] NetBSD 1.5.2 install of rt2
Message-ID: <20021029042825.GA11948@fastmail.fm>

Hi all ... I've been attempting to get something happening from the
NetBSD pkgsrc tree (/usr/pkgsrc/devel/rt-pgsql for those on NetBSD) and
am having some problems ...

The installation doesn't seem to be particularly coherent at this point
- all I managed to get were the binaries and that was about it. No
database backend prep at all, so most of this I've done manually by
hunting through the Makefile and trying it out as I go along ... gets me
better experienced with rt anyway ... :)

right now I'm stuck trying to get rtadmin to function - I've managed
to create the PostgreSQL schema and created the rt user and given it
all the appropriate rights, however when I run rtadmin all I get is the
following:

|tethys[~] 13v>: rtadmin
|No RT user found. Please consult your RT administrator.

... presumably this means I can't create queues or anything like that
until I get this sorted ...

Unfortunately because I'm doing things manually the FAQ doesn't really
help since most of this stuff is already handled with 'make install'

... where should I be looking for the cause of this problem?
/var/pkg/rt/log only contains blank files ...

-- 
Malcolm Herbert                                This brain intentionally
mjch at mjch.net                                                left blank

From pdh at snapgear.com  Mon Oct 28 23:42:42 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 29 Oct 2002 14:42:42 +1000
Subject: [rt-users] NetBSD 1.5.2 install of rt2
In-Reply-To: <20021029042825.GA11948@fastmail.fm>
References: <20021029042825.GA11948@fastmail.fm>
Message-ID: <20021029044242.GU421@luggage.internal.moreton.com.au>

Malcolm Herbert wrote:
> |tethys[~] 13v>: rtadmin
> |No RT user found. Please consult your RT administrator.

Sounds like the package installer didn't run the "insertdata" script.
-- 
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 rt-users at mjch.net  Mon Oct 28 23:40:55 2002
From: rt-users at mjch.net (Malcolm Herbert)
Date: Tue, 29 Oct 2002 15:40:55 +1100
Subject: [rt-users] NetBSD 1.5.2 install of rt2
In-Reply-To: <20021029044242.GU421@luggage.internal.moreton.com.au>
References: <20021029042825.GA11948@fastmail.fm> <20021029044242.GU421@luggage.internal.moreton.com.au>
Message-ID: <20021029044053.GC11948@fastmail.fm>

cool - I'll look into that ... thanks

-- 
Malcolm Herbert                                This brain intentionally
mjch at mjch.net                                                left blank

From rt-users at mjch.net  Tue Oct 29 00:17:12 2002
From: rt-users at mjch.net (Malcolm Herbert)
Date: Tue, 29 Oct 2002 16:17:12 +1100
Subject: [rt-users] NetBSD 1.5.2 install of rt2
In-Reply-To: <20021029044242.GU421@luggage.internal.moreton.com.au>
References: <20021029042825.GA11948@fastmail.fm> <20021029044242.GU421@luggage.internal.moreton.com.au>
Message-ID: <20021029051711.GF11948@fastmail.fm>

hmmm ... I tried it and got the following:

|tethys[...rt-pgsql/work.i386/rt-2-0-13] 64v#: /usr/pkg/bin/perl /usr/pkg/rt/etc/insertdata
|Checking for existing system user...not found.  This appears to be a new installationCreating system user...done.
|Database handle destroyed without explicit disconnect at /usr/pkg/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 222.
|Creating ACL...16.17.18.done.
|Couldn't load from the users database.
|Can't call method "fetchrow" on an undefined value at /usr/pkg/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 355.

-- 
Malcolm Herbert                                This brain intentionally
mjch at mjch.net                                                left blank

From raanders at acm.org  Tue Oct 29 01:25:15 2002
From: raanders at acm.org (Roderick A. Anderson)
Date: Mon, 28 Oct 2002 22:25:15 -0800 (PST)
Subject: [rt-users] RT and other apache stuff
In-Reply-To: <20021029002821.GC21144@sthelens.dimstar.net>
Message-ID: <Pine.LNX.4.33.0210282220360.18311-100000@main.cyber-office.net>

Russ Johnson, Rick Rezinas and others, thanks.  Richard Massa sent me his 
httpd.conf which enlightened me greatly.  I was just trying to make it too 
complicated (and probably skipped some steps, some times.)

Again thanks for the input.

Rod
-- 
  "Open Source Software - Sometimes you get more than you paid for..."

From emile at exinet.co.za  Tue Oct 29 03:06:49 2002
From: emile at exinet.co.za (Emile Coetzee)
Date: Tue, 29 Oct 2002 10:06:49 +0200
Subject: [rt-users] Reply to header - resolved
Message-ID: <007501c27f22$22690a00$c80110ac@exinet.co.za>

I've been stuck with this problem ever since
installing rt (about a week). Where the hostname
disappears and the reply address is wrong. While
plonking through sendmail and contemplating
setting up a smarthost I pinged the mail server by
name and found that the nameserver hadn't been
configured. I modified my resolv.conf and now my
reply address is working the way I want it :) The
mail reply speed from RT has also increased (it
kinda makes sense now :)

Below is a sample of what I was getting.

Received: (from mail at localhost)
	by rt.myhost.org (8.11.6/8.11.6) id g9T7dnH15223;
	Tue, 29 Oct 2002 09:39:49 +0200
Date: Tue, 29 Oct 2002 09:39:49 +0200
X-RT-Loop-Prevention: rt.myhost.org
Message-Id:
<rt-29-70.1.40638344953537 at rt.myhost.org>
Subject: [rt.myhost.org #29] AutoReply: Test 4
In-Reply-To: <rt-29 at rt.myhost.org>
Managed-BY: RT 2.0.14
(http://bestpractical.com/rt/)
From: "general" <rt at myhost.org>
RT-Ticket: rt.myhost.org #29
X-Mailer: Perl5 Mail::Internet v1.48
<--things go funny from here--->
Reply-To: rt at myhost.org
Precedence: bulk
RT-Originator: emile at myhost.org
To: emile at myhost.org
Sender: mail <mail at myhost.org>

Regards
Emile
---------------------------------------
Emile Coetzee
System Administrator
ExiNet/Eduflex
Tel: +27 21 448 4678
Fax: +27 21 448 4620
Cell: 082 3312160

From welch at ntt.co.uk  Tue Oct 29 04:36:26 2002
From: welch at ntt.co.uk (Welch, Tim)
Date: Tue, 29 Oct 2002 09:36:26 -0000
Subject: [rt-users] Double quoting From: header
Message-ID: <BBB906F6B973D3118BF80008C79FDA48015D4DBB@clotho.ntt.co.uk>

Hi.

I'm running RT 2.0.13 and exim 3.35-1 on a Debian 3.0 box.  
I have noticed a problem where RT quotes the double-quotation character 
surrounding the From: field, where they exist, of an email sent to a queue.

e.g.

From: "User, Random" <user at foo.com>

RT adds another double-quotation without quoting the exisiting ones 
i.e.

From: ""User, Random" via RT" <queue at foo.com>

The first "" is recognised as one token and so becomes

From: "", User

which causes exim to barf.

Now, I think this is prolly because some of our users' Outlook clients have
been configured with quotes surrounding the email username.  Unfortunately, 
all these PCs are administrated by our internal IT guys who have a standard
PC build.

Is this a recognised problem?  I'm guessing that it could be solved 
by modifying some portion of rt-mailgate to check if the double-quotes 
exist, and then strip them out.  I'm not an exim user, so I am unsure if
this is an exim problem.

TIA,

Tim
This e-mail (and any attachments) contains information, which is
confidential and intended solely for the attention and use of the named
addressee(s). If you are not the intended recipient you must not copy,
distribute or use it for any purpose or disclose the contents to any person.
If you have received this e-mail in error, please notify us immediately at
it at ntt.co.uk. The information contained in this e-mail (and any attachments)
is supplied in good faith, but the sender shall not be under any liability
in damages or otherwise for any reliance that may be placed upon it by the
recipient. Any comments or opinions expressed are those of the originator
not of NTT Europe Ltd unless otherwise expressly stated.

From qef at rosies-dumplings.co.uk  Tue Oct 29 04:42:45 2002
From: qef at rosies-dumplings.co.uk (Geoff Richards)
Date: Tue, 29 Oct 2002 04:42:45 -0500
Subject: [rt-users] RT and other apache stuff
In-Reply-To: <20021029002821.GC21144@sthelens.dimstar.net>; from russj@dimstar.net on Mon, Oct 28, 2002 at 04:28:21PM -0800
References: <Pine.LNX.4.33.0210281437001.13351-100000@main.cyber-office.net> <20021029002821.GC21144@sthelens.dimstar.net>
Message-ID: <20021029044245.A3199@rosies-dumplings.co.uk>

On Mon, Oct 28, 2002 at 04:28:21PM -0800, Russ Johnson wrote:
> * Roderick A. Anderson <raanders at acm.org> [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.

You don't need the IP address to be given in newer versions of Apache
(1.3.13 or better).  If you've got a new enough version you can do this:

NameVirtualHost *

<VirtualHost *>
  ServerName rt.gbdirect.co.uk
  ServerAlias rt
  Options All
  ServerAdmin rt-owner at gbdirect.co.uk
  ...

</VirtualHost>

--- Geoff Richards -------><------- www.rosies-dumplings.co.uk/qef ---
"I tried to fling my shadow at the moon,
 The while my blood leapt with a wordless song."  --  Theodore Roethke

From qef at rosies-dumplings.co.uk  Tue Oct 29 04:53:01 2002
From: qef at rosies-dumplings.co.uk (Geoff Richards)
Date: Tue, 29 Oct 2002 04:53:01 -0500
Subject: [rt-users] Merging and Replies
In-Reply-To: <20021029042137.GC11614@xmission.com>; from sera@xmission.com on Mon, Oct 28, 2002 at 09:21:37PM -0700
References: <20021029034502.9981.17061.Mailman@pallas.eruditorum.org> <20021029042137.GC11614@xmission.com>
Message-ID: <20021029045301.B3199@rosies-dumplings.co.uk>

On Mon, Oct 28, 2002 at 09:21:37PM -0700, Sera wrote:
> We are using 2.0.14, and overall quite pleased.  I started messing with the
> Merge option but found that it has some functionality that makes it useless
> for us, unless I can figure out a way to modify it.  I've tried several
> things but nothing works as we need yet.
> 
> 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.. one the potential for abuse, two I don't want to flood users
> mailboxes with "Thanks for the help" from other users, etc...
> 
> 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, but the way
we address a similar issue is to have a 'parent' ticket with all the
individual ones as children.  You can do a search for the children
and reply to all of them at once, or just an individual one.

Of course, this is a lot of work to manage, so it might be more efficient
to deal with the tickets individually.

Qef

--- Geoff Richards -------><------- www.rosies-dumplings.co.uk/qef ---
"I tried to fling my shadow at the moon,
 The while my blood leapt with a wordless song."  --  Theodore Roethke

From jesse at bestpractical.com  Tue Oct 29 05:30:32 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 29 Oct 2002 05:30:32 -0500
Subject: [rt-users] Double quoting From: header
In-Reply-To: <BBB906F6B973D3118BF80008C79FDA48015D4DBB@clotho.ntt.co.uk>
References: <BBB906F6B973D3118BF80008C79FDA48015D4DBB@clotho.ntt.co.uk>
Message-ID: <20021029103032.GJ26822@pallas.fsck.com>

On Tue, Oct 29, 2002 at 09:36:26AM -0000, Welch, Tim wrote:
> Hi.
> 
> I'm running RT 2.0.13 and exim 3.35-1 on a Debian 3.0 box.  
> I have noticed a problem where RT quotes the double-quotation character 
> surrounding the From: field, where they exist, of an email sent to a queue.
 
This definitely changed in 2.0.15. I'm not convinced it's _fixed_, but
it would be good to hear if 2.0.15 solves this problem for you.

Best,
	Jesse

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

From welch at ntt.co.uk  Tue Oct 29 06:02:15 2002
From: welch at ntt.co.uk (Welch, Tim)
Date: Tue, 29 Oct 2002 11:02:15 -0000
Subject: [rt-users] Double quoting From: header
Message-ID: <BBB906F6B973D3118BF80008C79FDA48015D4DBC@clotho.ntt.co.uk>

Thanks Jesse; I've been procrastinating upgrading RT ;)
I'll let you know if it resolves the problem.

Regards,

Tim

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com]
Sent: 29 October 2002 10:31
To: Welch, Tim
Cc: 'rt-users at lists.fsck.com'
Subject: Re: [rt-users] Double quoting From: header

On Tue, Oct 29, 2002 at 09:36:26AM -0000, Welch, Tim wrote:
> Hi.
> 
> I'm running RT 2.0.13 and exim 3.35-1 on a Debian 3.0 box.  
> I have noticed a problem where RT quotes the double-quotation character 
> surrounding the From: field, where they exist, of an email sent to a
queue.
 
This definitely changed in 2.0.15. I'm not convinced it's _fixed_, but
it would be good to hear if 2.0.15 solves this problem for you.

Best,
	Jesse

-- 
?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
This e-mail (and any attachments) contains information, which is
confidential and intended solely for the attention and use of the named
addressee(s). If you are not the intended recipient you must not copy,
distribute or use it for any purpose or disclose the contents to any person.
If you have received this e-mail in error, please notify us immediately at
it at ntt.co.uk. The information contained in this e-mail (and any attachments)
is supplied in good faith, but the sender shall not be under any liability
in damages or otherwise for any reliance that may be placed upon it by the
recipient. Any comments or opinions expressed are those of the originator
not of NTT Europe Ltd unless otherwise expressly stated.

From tony at ics.com  Tue Oct 29 09:55:22 2002
From: tony at ics.com (Tony Aiuto)
Date: Tue, 29 Oct 2002 09:55:22 -0500
Subject: [rt-users] Split Ticket
Message-ID: <200210291455.JAA11893@frito>

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.

Does anyone have a hack for that?

Does anyone have thoughts about the ideal version of
that feature?

Thanks in advance,

Tony Aiuto

From khera at kcilink.com  Tue Oct 29 09:57:47 2002
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 29 Oct 2002 09:57:47 -0500
Subject: [rt-users] Double quoting From: header
In-Reply-To: <BBB906F6B973D3118BF80008C79FDA48015D4DBB@clotho.ntt.co.uk>
References: <BBB906F6B973D3118BF80008C79FDA48015D4DBB@clotho.ntt.co.uk>
Message-ID: <15806.41451.612323.387482@onceler.kciLink.com>

>>>>> "TW" == Tim Welch <Welch> writes:

TW> I'm running RT 2.0.13 and exim 3.35-1 on a Debian 3.0 box.

If you run 2.0.15 you won't have this problem.

From tony at ics.com  Tue Oct 29 09:57:56 2002
From: tony at ics.com (Tony Aiuto)
Date: Tue, 29 Oct 2002 09:57:56 -0500
Subject: [rt-users] customizable front page
Message-ID: <200210291457.JAA11897@frito>

Does anyone have any hacks for customizing the home page?

In particular, I want users to be able set, from their
preferences page, a list of queues to show on their home
page.

-tony

From len at primaat.com  Tue Oct 29 11:27:12 2002
From: len at primaat.com (Len Kranendonk)
Date: Tue, 29 Oct 2002 17:27:12 +0100
Subject: [rt-users] Requestors RealName ?
Message-ID: <008b01c27f68$0d1ee4d0$b3dda8c0@palntwlen>

Maybe a newbee question, but does anybody know which variable contains the Requestors RealName ?

{$Ticket->Requestors->EmailsAsString()}  gives the email address

{$Transaction->CreatorObj->RealName()} is not what I want because that one doesn't work after a
ticket is resolved.

Thanks,

Len Kranendonk - www.primaat.com

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From bam at intrinsic.com  Tue Oct 29 11:37:42 2002
From: bam at intrinsic.com (Brian McClendon)
Date: Tue, 29 Oct 2002 08:37:42 -0800
Subject: [rt-users] upgrading 2.0.7 to 2.0.15, fixdeps, and good stuff
Message-ID: <20021029083742.A1616@intrinsic.com>

After a year of running vanilla 2.0.7, I upgraded
last night to 2.0.15.  The CPAN stuff, as usual,
was the biggest headache.

"make fixdeps" got everything except HTML::Mason
and that led thru a thread of issues:

(using perl 5.6.0, RH7.1)
- Exception::Class not found
- perl -MCPAN -e 'install Exception::Class' failed due to
- Class::Container not found (although the msg wasn't obviious)
- perl -MCPAN -e 'install Class::Container' failed to install
  due to a test failure.
- perl -MCPAN -e 'force install Class::Container' failed, saying "force" needed (?!)
- cpan<CR>  "force install Class::Container"<CR> works
- cpan<CR> "force install Exception::Class"<CR> is needed
- cpan<CR> "force install HTML::Mason"<CR> is needed

updating the database took 1 second.  Updating the config file (carefully)
took 5 minutes.  Everything seems to be working.

We had a report of spam-blockers not liking the "Sender:" line
that differs from the From:. Thanks to the rt-users, using sendmailpipe 
instead of sendmail got rid of the line.

The main reason for installing 2.0.15 was to fix a couple of mail loops
provoked by incoming spam masquerading as coming from an alias of the RT
managed email.  2.0.7 seems to spin forever generating longer and longer
email until the alias is broken for a moment.

Hand testing 2.0.15, the loop detection works great!

Tonight I'll try NotifyWithAttachment.

If anyone can tell me if I'm hosed because of the cpan forced
install, I'd appreciate it.

OTOH, I'm really just posting this in case it helps anyone else, thanks for
the great product and great support group.

From smylers at gbdirect.co.uk  Tue Oct 29 11:40:17 2002
From: smylers at gbdirect.co.uk (Smylers)
Date: Tue, 29 Oct 2002 16:40:17 +0000 (GMT)
Subject: [rt-users] Requestors RealName ?
In-Reply-To: <008b01c27f68$0d1ee4d0$b3dda8c0@palntwlen>
Message-ID: <Pine.LNX.4.44.0210291635140.25604-100000@tiger.gbdirect.co.uk>

Len Kranendonk wrote:

> Maybe a newbee question, but does anybody know which variable contains
> the Requestors RealName ?
>
> {$Ticket->Requestors->EmailsAsString()}  gives the email address

Note the plural in the above, giving potentially _many_ e-mail addresses
in a single string.  That's because a ticket can have more than one
requestor (though only one owner, which is why OwnerObj had the method
you found).

Since it doesn't really make sense to have a string containing many
names, there isn't a function to do this; you have to grab the name of
each requestor individually.

To see how this works, have a look at the nice diagram that Bruce drew.
Go to the list archive:

http://lists.fsck.com/cgi-bin/htsearch

and search for "human female"; currently it's the only mail on the list
containing that term.  (Though of course once I've sent this mail, that
-- plus any follow-ups -- will also be in the archive containing that
string.)

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

From bruce_campbell at ripe.net  Tue Oct 29 12:58:13 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 29 Oct 2002 18:58:13 +0100 (CET)
Subject: [rt-users] RT and other apache stuff
In-Reply-To: <20021029005511.GD6438@yeti.qsent.com>
Message-ID: <Pine.LNX.4.44.0210291853300.5082-100000@x22.ripe.net>

On Mon, 28 Oct 2002, Rick Rezinas wrote:

> I'm running RT as a virtual.  name-based.  If you have troubles, you can
> setup another ip address too, and have it do an ip virt.

Well, if I was reviewing your application for more IP addresses, having
that as justification for usage wouldn't sit well with me ;)

A 'better' way of presenting RT and other applications on one apache
server (where one or more of the applications interfere with each other),
is to put a RT-dedicated copy of Apache running on a different port, and
utilise mod_proxy on the main Apache instance to ensure that your RT users
don't notice any difference.

From bruce_campbell at ripe.net  Tue Oct 29 13:31:39 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 29 Oct 2002 19:31:39 +0100 (CET)
Subject: [rt-users] Split Ticket
In-Reply-To: <200210291455.JAA11893@frito>
Message-ID: <Pine.LNX.4.44.0210291907320.5082-100000@x22.ripe.net>

On Tue, 29 Oct 2002, 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.

...

Thats a fairly nifty and possibly damn useful suggestion.

> 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.

Personally I'm not that keen on popups, and I'd ensure that the original
ticket was listed as a parent for the newly-created tickets, but, its
workable.

> Does anyone have a hack for that?

Not yet, but theres a few presentations coming up that I've already seen,
so I think its hackable in a few minutes.

> Does anyone have thoughts about the ideal version of
> that feature?

From bruce_campbell at ripe.net  Tue Oct 29 13:38:54 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 29 Oct 2002 19:38:54 +0100 (CET)
Subject: [rt-users] NetBSD 1.5.2 install of rt2
In-Reply-To: <20021029051711.GF11948@fastmail.fm>
Message-ID: <Pine.LNX.4.44.0210291935400.5082-100000@x22.ripe.net>

On Tue, 29 Oct 2002, Malcolm Herbert wrote:

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).

> |Can't call method "fetchrow" on an undefined value at /usr/pkg/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 355.

From bruce_campbell at ripe.net  Tue Oct 29 13:46:55 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 29 Oct 2002 19:46:55 +0100 (CET)
Subject: [rt-users] Requestors RealName ?
In-Reply-To: <Pine.LNX.4.44.0210291635140.25604-100000@tiger.gbdirect.co.uk>
Message-ID: <Pine.LNX.4.44.0210291939290.5082-100000@x22.ripe.net>

On Tue, 29 Oct 2002, Smylers wrote:

> and search for "human female"; currently it's the only mail on the list
> containing that term.  (Though of course once I've sent this mail, that
> -- plus any follow-ups -- will also be in the archive containing that
> string.)

And I still don't have an adequate behavioural schema for
God->Image->Man->Female , or Evolution->HomoSapien->Female . *sigh*

->Man->Male->Nationality( 'US' ) is mostly wrapped up, but
->Man->Male->Nationality( 'NL' ) is proving interesting at times.

From jeff.hoover at infotechfl.com  Tue Oct 29 14:50:57 2002
From: jeff.hoover at infotechfl.com (Jeff Hoover)
Date: Tue, 29 Oct 2002 14:50:57 -0500
Subject: [rt-users] SenderMustExistInExternalDatabase
Message-ID: <5.1.0.14.0.20021029143347.028e14d8@mail.infotechfl.com>

I am using 2-0-15 on RedHat 7.3 with LDAP.  I have the following set in 
config.pm:

$LookupSenderInExternalDatabase = 1;
$SenderMustExistInExternalDatabase = 1;
$WebExternalAuth = 1;

and set up the LookupExternalUserInfo subroutine.

I tested by sending a message and got a bounce saying 'RT couldn't find 
requestor via its external database lookup'.  However my user account was 
automatically created and I can log in fine.  I thought this was strange 
and did some checking. bin/rt-mailgate says:

if ($RT::LookupSenderInExternalDatabase &&
     $RT::SenderMustExistInExternalDatabase )  {

MailError(To => $RT::OwnerEmail,
               Subject => "RT Bounce: $Subject",
               Explanation => "RT couldn't find requestor via its external 
database lookup",
               MIMEObj => $entity);

}

This means I will get the bounce every time regardless of whether or not I 
was found (if both variables are set to 1).  I fixed this by changing the 
if statement to:

if ($RT::LookupSenderInExternalDatabase &&
     $RT::SenderMustExistInExternalDatabase &&
     !$RT::Interface::Email::FoundInExternalDatabase )  {

and added the following to lib/RT/Interfaces/Email.pm after line 361 (in 
sub GetCurrentUser):

$RT::Interface::Email::FoundInExternalDatabase = 
$UserFoundInExternalDatabase;

I also added $FoundInExternalDatabase to @EXPORT_OK in Email.pm and to use 
RT::Interface::Email qw() in rt-mailgate.

There may be a better way to do this, but this fix worked for me so I 
thought I would share it.  I probably won't hang out long on the list 
because of the traffic, but will check the archives.

Thanks,
Jeff Hoover

From jwilzig at wirelesscorp.com  Tue Oct 29 16:27:56 2002
From: jwilzig at wirelesscorp.com (Jonathan Wilzig)
Date: Tue, 29 Oct 2002 13:27:56 -0800
Subject: [rt-users] rt-mailgate path help
Message-ID: <HLEPLAKIGPHALHCPHFCAEEKFDNAA.jwilzig@wirelesscorp.com>

rt-mailgate seems to be unable to find config.pm although it specifies it's
path in the error message on bounced email. I'm guessing I have a stupid
little problem. Anyone have any clues? Below is the bounce message...

config.pm exists at /home/html/rt2/etc/config.pm

Thanks,
Jonathan

---------

----- Transcript of session follows -----
Can't locate config.pm in @INC (@INC contains: /home/html/rt2/etc
/home/html/rt2/lib /usr/local/lib/perl5/5.8.0/i686-linux
/usr/local/lib/perl5/5.8.0 /usr/local/lib/perl5/site_perl/5.8.0/i686-linux
/usr/local/lib/perl5/site_perl/5.8.0 /usr/local/lib/perl5/site_perl .) at
/home/html/rt2/lib/RT/Interface/Email.pm line 107.
BEGIN failed--compilation aborted at
/home/html/rt2/lib/RT/Interface/Email.pm line 107.
Compilation failed in require at /etc/smrsh/rt-mailgate line 18.
BEGIN failed--compilation aborted at /etc/smrsh/rt-mailgate line 30.
554 5.3.0 unknown mailer error 2

From ascottm at cs.iastate.edu  Tue Oct 29 16:37:27 2002
From: ascottm at cs.iastate.edu (Arren Mund)
Date: Tue, 29 Oct 2002 15:37:27 -0600
Subject: [rt-users] email help
Message-ID: <009401c27f93$608cde80$03a8a8c0@differential>

I setup rt for a class and they would like to be able to use the e-mail
features of it, such as adding messages to a queue, adding users,
changing their passwords, etc,etc..  Is there any documentation on this
anywhere?  In the manual on the webpage
(http://www.bestpractical.com/rt) there is a section called "Email" that
is completely blank.
 
Thanks
 
---Arren Mund
There are 10 types of people in this world.  
Those who understand binary, and those who don't.
---
 
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From paul at goracke.org  Tue Oct 29 17:25:43 2002
From: paul at goracke.org (Paul Goracke)
Date: Tue, 29 Oct 2002 14:25:43 -0800
Subject: [rt-users] rt-mailgate path help
In-Reply-To: <HLEPLAKIGPHALHCPHFCAEEKFDNAA.jwilzig@wirelesscorp.com>
Message-ID: <5D17B466-EB8D-11D6-A787-000393D708F0@goracke.org>

Jonathan Wilzig wrote:

> rt-mailgate seems to be unable to find config.pm although it specifies 
> it's
> path in the error message on bounced email. I'm guessing I have a 
> stupid
> little problem. Anyone have any clues? Below is the bounce message...
>
> config.pm exists at /home/html/rt2/etc/config.pm
>
> Thanks,
> Jonathan
>
> ---------
>
>    ----- Transcript of session follows -----
> Can't locate config.pm in @INC (@INC contains: /home/html/rt2/etc
> /home/html/rt2/lib

Check your permissions: config.pm is (usually) installed as readable 
only by root. If you're operating rt-mailgate as a different user, you 
will get this error.

From mgoh at lle.rochester.edu  Tue Oct 29 17:32:56 2002
From: mgoh at lle.rochester.edu (Matt Goheen)
Date: Tue, 29 Oct 2002 17:32:56 -0500
Subject: [rt-users] Search results with large gaps between matches....
Message-ID: <5.1.0.14.2.20021029172721.029bddb0@mail.lle.rochester.edu>

I noticed that when I search for all tickets that != resolved, I end up with a blank
page when I hit the "Next page>" tag.

I found that we have a large gap of dead tickets (an email loop problem) that seem
to be counted as matches, but then aren't displayed.  I have to hit "Next page>"
a couple of times to see anything.

I looked at the code a bit, but haven't really stumbled upon where this code is
(I believe it's actually in the SearchBuilder module).

Has anyone else seen this?  Any ideas on how to fix it?

This is 2.0.14, on RedHat 7.3.

Thanks,
Matt Goheen

From map at eecs.berkeley.edu  Tue Oct 29 17:35:13 2002
From: map at eecs.berkeley.edu (Mike Patterson)
Date: Tue, 29 Oct 2002 14:35:13 -0800
Subject: [rt-users] Keeping tickets current
Message-ID: <3DBF0D21.2080303@eecs.berkeley.edu>

How do I maintain ticket number sequences between two mysql databases?

We currenlty use a webform (PHP/mysql) submissions for workrequests, 
which get sequential job numbers 1029, 1030, 1031, etc...  We'd like to 
add RT to handle the email management and issue tickets that go within 
our sequence.  So if our original database issues jobID# 1032, than 
someone submits an email request it gets #1033 from RT, then someone 
else uses our original database to submit a new ticket they get #1034 
and so on so that the tickets are sequential.

I'm using RT 2.0.14 on a FreeBSD server: mysql has 2 databases: 
workrequest (original system) and rt2.  We need to transition new system 
in, we can't entirely replace old system with RT.

Also is it possible to have separate queues use their own numbering 
sequence?  (e.g. help@ queue gets different #'s then web@ )

Thanks in advance for ideas.

-Mike

From bam at intrinsic.com  Tue Oct 29 19:18:28 2002
From: bam at intrinsic.com (Brian McClendon)
Date: Tue, 29 Oct 2002 16:18:28 -0800
Subject: [rt-users] upgrading 2.0.7 to 2.0.15, fixdeps, and good stuff
In-Reply-To: <20021029083742.A1616@intrinsic.com>; from bam@intrinsic.com on Tue, Oct 29, 2002 at 08:37:42AM -0800
References: <20021029083742.A1616@intrinsic.com>
Message-ID: <20021029161828.A7153@intrinsic.com>

Replying to myself with two issues discovered.

> 
> We had a report of spam-blockers not liking the "Sender:" line
> that differs from the From:. Thanks to the rt-users, using sendmailpipe 
> instead of sendmail got rid of the line.

The Sender: line is gone, but our customer is complaining that the

From pdh at snapgear.com  Tue Oct 29 23:25:40 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 30 Oct 2002 14:25:40 +1000
Subject: [rt-users] email help
In-Reply-To: <009401c27f93$608cde80$03a8a8c0@differential>
References: <009401c27f93$608cde80$03a8a8c0@differential>
Message-ID: <20021030042539.GK451@luggage.internal.moreton.com.au>

Arren Mund wrote:
> I setup rt for a class and they would like to be able to use the e-mail
> features of it, such as adding messages to a queue, adding users,
> changing their passwords, etc,etc..  Is there any documentation on this

You want to look at the enhanced-mailgate in the contrib downloads
area.
-- 
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 harrison at palisadesys.com  Wed Oct 30 09:29:35 2002
From: harrison at palisadesys.com (James L. Harrison)
Date: Wed, 30 Oct 2002 08:29:35 -0600
Subject: [rt-users] Help restoring an RT instance....
Message-ID: <JBEDKKNFEHFMLEDGHNFOAEEPCBAA.harrison@palisadesys.com>

Okay, so I lost my box that had rt last night.  However... I do have a
backup of the db.  I reinstalled the box, got everything working, installed
rt 2.0.15 and when I go into the webui everything looks ok, except I don't
see my privileged users, and I have no templates.  The users are there and
they have "granted rights" checked, but they don't show.  Also the user
search doesn't work... As far as I can tell everything else is working.

Can someone help me out.  I am thinking I need to do something to the
database info I replaced but what that is I don't know!

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

From sven.sternberger at desy.de  Wed Oct 30 09:49:30 2002
From: sven.sternberger at desy.de (Sven Sternberger)
Date: 30 Oct 2002 15:49:30 +0100
Subject: [rt-users] Possible bug in the link management!
Message-ID: <1035989370.20293.10.camel@zitpcx3298>

Hello!

I detected today a behavior in the link management which seems to
be not okay.

The following scenario:

I create three tickets named A,B, C
Now I will create two "links"
1. A dependsOn B
2. B merge in C

Now if I look at "A" i see the "depend on" but when i follow
the link on the other site in Ticket "C" the "Depended on by" is 
missing.

Any ideas! Maybe I don't understand the concept fully
and the problem is not a bug it is a feature ;-)

bye

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

From fstanley at netburner.com  Wed Oct 30 12:16:46 2002
From: fstanley at netburner.com (Forrest Stanley)
Date: Wed, 30 Oct 2002 09:16:46 -0800
Subject: [rt-users] upgrading 2.0.7 to 2.0.15, fixdeps, and good
  stuff
In-Reply-To: <20021029161828.A7153@intrinsic.com>
References: <20021029083742.A1616@intrinsic.com>
 <20021029083742.A1616@intrinsic.com>
Message-ID: <5.1.0.14.2.20021030091419.00b9b060@mail.netburner.com>

As far as mason go's, be sure you are running Mason 1.05. I was running 
1.1+ in my first installation of RT. I was getting several errors, 
sometimes fixable with hacks, sometimes not. Upon scouring this list, I 
learned that Mason 1.05 seems to be the optimal version of mason with any 
RT version. Since you hacked the RT Makefile to download Mason via CPAN, 
I'm guessing that you have the 1.1+ series of Mason installed.

-Forrest

At 04:18 PM 10/29/2002 -0800, you wrote:
>Replying to myself with two issues discovered.
>
> >
> > We had a report of spam-blockers not liking the "Sender:" line
> > that differs from the From:. Thanks to the rt-users, using sendmailpipe
> > instead of sendmail got rid of the line.
>
>The Sender: line is gone, but our customer is complaining that the
> >From line at the top of the header is different from the From: line
>that RT adds (causing the customer's spam filter to kick in).
>(The first one is the username of the httpd process)
>
>Is there any way with sendmail/sendmailpipe to get these two From
>lines to agree?
>
> > If anyone can tell me if I'm hosed because of the cpan forced
> > install, I'd appreciate it.
>
>I'm getting some spurious failures in HTML::Mason.  Only one user
>can reproduce it, the rest saw it once after the upgrade.  No meaningful
>error in rt.log. or apache's logs.  Anyone seen this before?  Google
>seems to reference perl 5.6.0 and/or some modules as guilty parties.
>It looks like Mason is already dying for some reason and then chokes
>on the die command.
>
>----
>
>System error
>
>error:  Bizarre copy of ARRAY in aassign at 
>/usr/lib/perl5/site_perl/5.6.0/Devel/StackTrace.pm line 67, line 2.
>
>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
>
>
>
>--
>--------------------------------------------------------
>Brian McClendon     bam at intrinsic.com       650-966-6804
>--------------------------------------------------------
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

From JSatterfield at ciphergen.com  Wed Oct 30 13:27:31 2002
From: JSatterfield at ciphergen.com (James Satterfield)
Date: Wed, 30 Oct 2002 10:27:31 -0800
Subject: [rt-users] NotifyWithAttach and CCs?
Message-ID: <A033C4B4B90ABC4B92D2A73ED311565113047E@EXCHANGER.ciphergen.com>

When someone replies to a ticket and adds some "one-time" CCs, should they
also receive the attachment? The scrip action is
"NotifyAllWatchersWithAttach", so are "one-time" CCs included?

It would appear in my case that it doesn't work this way. Is there any way
to make this happen? i.e a NotifyOtherRecipientsWithAttach action?

Thanks.
James.

From fstanley at netburner.com  Wed Oct 30 13:51:10 2002
From: fstanley at netburner.com (Forrest Stanley)
Date: Wed, 30 Oct 2002 10:51:10 -0800
Subject: [rt-users] upgrading 2.0.7 to 2.0.15, fixdeps, and good
  stuff
In-Reply-To: <5.1.0.14.2.20021030091419.00b9b060@mail.netburner.com>
References: <20021029161828.A7153@intrinsic.com>
 <20021029083742.A1616@intrinsic.com>
 <20021029083742.A1616@intrinsic.com>
Message-ID: <5.1.0.14.2.20021030104948.00b80480@mail.netburner.com>

At 09:16 AM 10/30/2002 -0800, Forrest Stanley wrote:
>As far as mason go's, be sure you are running Mason 1.05. I was running 
>1.1+ in my first installation of RT. I was getting several errors, 
>sometimes fixable with hacks, sometimes not. Upon scouring this list, I 
>learned that Mason 1.05 seems to be the optimal version of mason with any 
>RT version. Since you hacked the RT Makefile to download Mason via CPAN, 
>I'm guessing that you have the 1.1+ series of Mason installed.
>
>-Forrest

Furthermore, here is part of my own (working) installation procedure:

- Install prereqs for HTML mason
         perl -MCPAN -e shell
         install Params::Validate
         install Exception::Class
         install Class::Container
         install Scalar::Util
         install File::Spec

- Download and Install HTML-Mason 1.05 (must be 1.05, do not d/l via CPAN)
         gunzip -c HTML-Mason-1.05.tar.gz | tar xvf -
         cd HTML-Mason-1.05
         perl Makefile.PL
         make
         make install

>At 04:18 PM 10/29/2002 -0800, you wrote:
>>Replying to myself with two issues discovered.
>>
>> >
>> > We had a report of spam-blockers not liking the "Sender:" line
>> > that differs from the From:. Thanks to the rt-users, using sendmailpipe
>> > instead of sendmail got rid of the line.
>>
>>The Sender: line is gone, but our customer is complaining that the
>> >From line at the top of the header is different from the From: line
>>that RT adds (causing the customer's spam filter to kick in).
>>(The first one is the username of the httpd process)
>>
>>Is there any way with sendmail/sendmailpipe to get these two From
>>lines to agree?
>>
>> > If anyone can tell me if I'm hosed because of the cpan forced
>> > install, I'd appreciate it.
>>
>>I'm getting some spurious failures in HTML::Mason.  Only one user
>>can reproduce it, the rest saw it once after the upgrade.  No meaningful
>>error in rt.log. or apache's logs.  Anyone seen this before?  Google
>>seems to reference perl 5.6.0 and/or some modules as guilty parties.
>>It looks like Mason is already dying for some reason and then chokes
>>on the die command.
>>
>>----
>>
>>System error
>>
>>error:  Bizarre copy of ARRAY in aassign at 
>>/usr/lib/perl5/site_perl/5.6.0/Devel/StackTrace.pm line 67, line 2.
>>
>>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
>>
>>
>>
>>--
>>--------------------------------------------------------
>>Brian McClendon     bam at intrinsic.com       650-966-6804
>>--------------------------------------------------------
>>_______________________________________________
>>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 eeisenhart at santarosa.edu  Wed Oct 30 16:26:50 2002
From: eeisenhart at santarosa.edu (Eric Eisenhart)
Date: 30 Oct 2002 13:26:50 -0800
Subject: [rt-users] upgrading 2.0.7 to 2.0.15, fixdeps, and good stuff
In-Reply-To: <20021029161828.A7153@intrinsic.com>
References: <20021029083742.A1616@intrinsic.com> 
	<20021029161828.A7153@intrinsic.com>
Message-ID: <1036013211.12914.8.camel@jool.santarosa.edu>

On Tue, 2002-10-29 at 16:18, Brian McClendon wrote:
> The Sender: line is gone, but our customer is complaining that the
> From line at the top of the header is different from the From: line
> that RT adds (causing the customer's spam filter to kick in).
> (The first one is the username of the httpd process)
> 
> Is there any way with sendmail/sendmailpipe to get these two From
> lines to agree?

Depending on your sendmail configuration, try putting the web user into
/etc/mail/trusted-users, /etc/sendmail.ct or into whatever file is after
"Ft" in your /etc/sendmail.cf file.  Or an actual "Tapache" type entry
in sendmail.cf right around that section.

(In other words, configure sendmail to trust that user; maybe add the rt
user and mail in there, too)
-- 
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

From rick.rezinas at qsent.com  Wed Oct 30 17:04:49 2002
From: rick.rezinas at qsent.com (Rick Rezinas)
Date: Wed, 30 Oct 2002 14:04:49 -0800
Subject: [rt-users] samba and rt?
Message-ID: <20021030220449.GX6595@yeti.qsent.com>

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?

I haven't looked into this at all yet, but it seems tricky.  Like the
best way would be to

user logs in  - authenticate against NT via samba
RT sees if user exists:
 true, update passwd in mysql user table
 false, create user
RT sets user session

It doesn't seem like there's any feasible way to move away from mysql
for the user data.

thanks
rick

--
Rick Rezinas  503-889-7091
Unix Systems Administrator
Qsent, Inc.

From jwilzig at wirelesscorp.com  Wed Oct 30 18:07:55 2002
From: jwilzig at wirelesscorp.com (Jonathan Wilzig)
Date: Wed, 30 Oct 2002 15:07:55 -0800
Subject: [rt-users] Permissions/user help
Message-ID: <HLEPLAKIGPHALHCPHFCAKEMFDNAA.jwilzig@wirelesscorp.com>

Initially rt-mailgate was unable to find config.pm. I had tried giving rx to
rt, root and even nobody(apache) and none worked. I set it to 555 and it got
a bit further along (I don't plan on keeping this as is). Then, rt-mailgate
complained that it was unable to write to /var/log/rt2/rt.log8. All that
existed in /var/log/rt was rt.log0 with permissions to nobody and it is a 0
byte file. I changed permissions on /var/log/rt2 to rt:rt thinking that
might help, but then apache blew up because it was unable to open rt.log0
even though it's not writing anything to it. So I did a touch rt.log8, chown
rt:rt rt.log, chown nobody:nobody rt.log0 and they are both now working
(apache and rt-mailgate are working fine) but nothing is getting written to
either of these files.

In any case, now that I've probably either irritated or confused you all,
can anyone provide me some direction how this is all supposed to be laid out
before I do something even dumber than I have?

This is a rather generic RH7.2 system running rt-2.0.15

Thanks in advance for you help (read:patience),

Jonathan

From pdh at snapgear.com  Wed Oct 30 18:25:28 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 31 Oct 2002 09:25:28 +1000
Subject: [rt-users] Permissions/user help
In-Reply-To: <HLEPLAKIGPHALHCPHFCAKEMFDNAA.jwilzig@wirelesscorp.com>
References: <HLEPLAKIGPHALHCPHFCAKEMFDNAA.jwilzig@wirelesscorp.com>
Message-ID: <20021030232528.GJ432@luggage.internal.moreton.com.au>

Jonathan Wilzig wrote:
> can anyone provide me some direction how this is all supposed to be laid out
> before I do something even dumber than I have?

"make fixperms". Your permissions are all shot. See also:
http://www.fsck.com/rtfm/article.html?id=5#61

as it sounds like your suidperl may be broken.

-- 
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 jwilzig at wirelesscorp.com  Wed Oct 30 18:44:09 2002
From: jwilzig at wirelesscorp.com (Jonathan Wilzig)
Date: Wed, 30 Oct 2002 15:44:09 -0800
Subject: [rt-users] Permissions/user help
In-Reply-To: <20021030232528.GJ432@luggage.internal.moreton.com.au>
Message-ID: <HLEPLAKIGPHALHCPHFCAAEMIDNAA.jwilzig@wirelesscorp.com>

Thanks Phil. I think all this did though was get me back into the initial
state I started at. I did just notice that suidperl might be bad (v5.6.0
with perl v5.8.0). I'll get this sorted out. Thanks for the help.

Jonathan

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Phil Homewood
Sent: Wednesday, October 30, 2002 3:25 PM
To: Rt-Users
Subject: Re: [rt-users] Permissions/user help

Jonathan Wilzig wrote:
> can anyone provide me some direction how this is all supposed to be laid
out
> before I do something even dumber than I have?

"make fixperms". Your permissions are all shot. See also:
http://www.fsck.com/rtfm/article.html?id=5#61

as it sounds like your suidperl may be broken.

--
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 pdh at snapgear.com  Wed Oct 30 21:54:24 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 31 Oct 2002 12:54:24 +1000
Subject: [rt-users] Help restoring an RT instance....
In-Reply-To: <JBEDKKNFEHFMLEDGHNFOAEEPCBAA.harrison@palisadesys.com>
References: <JBEDKKNFEHFMLEDGHNFOAEEPCBAA.harrison@palisadesys.com>
Message-ID: <20021031025424.GD1547@luggage.internal.moreton.com.au>

James L. Harrison wrote:
> Okay, so I lost my box that had rt last night.  However... I do have a
> backup of the db.

Expand "backup of the db" ? Did you use mysqldump (or the equivalent
for your backend), or do you just mean the raw database files?

From harrison at palisadesys.com  Wed Oct 30 23:46:02 2002
From: harrison at palisadesys.com (James L. Harrison)
Date: Wed, 30 Oct 2002 22:46:02 -0600
Subject: [rt-users] Help restoring an RT instance....
In-Reply-To: <20021031025424.GD1547@luggage.internal.moreton.com.au>
Message-ID: <000401c28098$6c018b20$e305d80c@dozer>

Yeah,

The backup was via mysqlhotcopy... After several reinstall attempts
somehow everything started to work.

My only problem now is that I reinstalled my custom scrip actions and I
have duplicates.

Does anyone know how to remove the duplicate scrips?

Mysqlcheck is well taken... I will run that!

-Jamie

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Phil Homewood
Sent: Wednesday, October 30, 2002 8:54 PM
To: Rt-Users (E-mail)
Subject: Re: [rt-users] Help restoring an RT instance....

James L. Harrison wrote:
> Okay, so I lost my box that had rt last night.  However... I do have a

> backup of the db.

Expand "backup of the db" ? Did you use mysqldump (or the equivalent for
your backend), or do you just mean the raw database files?

If the latter, you'll probably need to run mysqlcheck (or equivalent)
over your database, as it's probably not quite consistant.
-- 
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 steve at focb.iconz.co.nz  Thu Oct 31 00:03:13 2002
From: steve at focb.iconz.co.nz (Steve Phillips)
Date: Thu, 31 Oct 2002 18:03:13 +1300
Subject: [rt-users] Clearing out old messages from the database
Message-ID: <5.1.1.6.0.20021031175752.02671238@mail.nz.asiaonline.net>

Hey there :-)

we have an issue with RT running rather slowly when pulling up jobs and the 
like and after some investigation have come to the conclusion that we have 
a rather overloaded database if nothing else.

After 10 months of operation we have an Attachment table that is a little 
over a gig in size and are up to ticket ID 120,000+, I had just upgraded 
the machine the tracking system was running on which didn't help much (its 
now a quad xeon 550 with 4gig of ram) and have been looking about for a 
tool that would pull off all the tickets older than XX date and 
archive/delete them yet cant seem to find anything.

Either that or are there some database optimisations I can do to speed 
things up ? we are running mysql and rt-2.0.15 on a redhat 7.3 box.

I currently have mysql using the my-huge.cnf configuration file.

Any help would be appreciated :-)

From richardh at wsonline.net  Thu Oct 31 00:16:07 2002
From: richardh at wsonline.net (RichardH)
Date: Wed, 30 Oct 2002 22:16:07 -0700
Subject: [rt-users] Clearing out old messages from the database
In-Reply-To: <5.1.1.6.0.20021031175752.02671238@mail.nz.asiaonline.net>
Message-ID: <5.1.0.14.0.20021030221507.00afb8c8@mail.richardh.wsonline.net>

At 10:03 PM 10/30/2002, Steve Phillips wrote:
>Hey there :-)
>
>we have an issue with RT running rather slowly when pulling up jobs and 
>the like and after some investigation have come to the conclusion that we 
>have a rather overloaded database if nothing else.
>
>After 10 months of operation we have an Attachment table that is a little 
>over a gig in size and are up to ticket ID 120,000+, I had just upgraded 
>the machine the tracking system was running on which didn't help much (its 
>now a quad xeon 550 with 4gig of ram) and have been looking about for a 
>tool that would pull off all the tickets older than XX date and 
>archive/delete them yet cant seem to find anything.
>
>Either that or are there some database optimisations I can do to speed 
>things up ? we are running mysql and rt-2.0.15 on a redhat 7.3 box.
>
>I currently have mysql using the my-huge.cnf configuration file.
>
>Any help would be appreciated :-)
>
>
>_______________________________________________
>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 came up recently :
Sven Sternberger wrote:
 > Who can send me a link or the script to purge "dead" tickets.
http://lists.fsck.com/pipermail/rt-users/2002-August/009595.html
-- 
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

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From nils.ketelsen at kuehne-nagel.com  Thu Oct 31 05:27:19 2002
From: nils.ketelsen at kuehne-nagel.com (Nils Ketelsen)
Date: Thu, 31 Oct 2002 11:27:19 +0100
Subject: [rt-users] Users in different timezones
Message-ID: <5.1.0.14.0.20021031112133.00b06820@194.151.203.161>

Hi All!

We are currently using RT for our IT-Staff in Germany. Now more and more of 
our international departments start to use it, so I configured the timezone 
of the System to run on GMT.

What I believe would be a great feature is a field "Timezone" in the 
userconfiguration to set the time the user lives in. Then all timestamps in 
the history should be displayed in the timezone the user has choosen.

I guess this would save a lot of confusion for many users: So, has anybody 
already implemented this? Or is it maybe already planned for a future version?

Best regards,
    Nils

From mixo at beth.uniforum.org.za  Thu Oct 31 06:11:46 2002
From: mixo at beth.uniforum.org.za (mixo)
Date: Thu, 31 Oct 2002 13:11:46 +0200
Subject: [rt-users] Users in different timezones
References: <5.1.0.14.0.20021031112133.00b06820@194.151.203.161>
Message-ID: <3DC10FF2.50007@beth.uniforum.org.za>

Have you tried changing ' $Timezone = "US/Eastern"; '  in 
'/path/to/rt2/etc/config.pm'
to a desired one.

Nils Ketelsen wrote:

> Hi All!
>
> We are currently using RT for our IT-Staff in Germany. Now more and 
> more of our international departments start to use it, so I configured 
> the timezone of the System to run on GMT.
>
> What I believe would be a great feature is a field "Timezone" in the 
> userconfiguration to set the time the user lives in. Then all 
> timestamps in the history should be displayed in the timezone the user 
> has choosen.
>
> I guess this would save a lot of confusion for many users: So, has 
> anybody already implemented this? Or is it maybe already planned for a 
> future version?
>
>
> Best regards,
>    Nils
>
> _______________________________________________
> 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 nils.ketelsen at kuehne-nagel.com  Thu Oct 31 06:41:05 2002
From: nils.ketelsen at kuehne-nagel.com (Nils Ketelsen)
Date: Thu, 31 Oct 2002 12:41:05 +0100
Subject: [rt-users] Users in different timezones
In-Reply-To: <3DC10FF2.50007@beth.uniforum.org.za>
References: <5.1.0.14.0.20021031112133.00b06820@194.151.203.161>
Message-ID: <5.1.0.14.0.20021031124013.022a7538@194.151.203.161>

At 13:11 31.10.2002 +0200, mixo wrote:
>Have you tried changing ' $Timezone = "US/Eastern"; '  in 
>'/path/to/rt2/etc/config.pm'
>to a desired one.

That won't help: What I want is different timezones for different users, 
not one timezone for all users.

Nils

From jim_keene63 at hotmail.com  Thu Oct 31 09:55:19 2002
From: jim_keene63 at hotmail.com (Jim Keene)
Date: Thu, 31 Oct 2002 08:55:19 -0600
Subject: [rt-users] Respond as default for UpdateType when I resolve a ticket ?
Message-ID: <F2165lVEDqUgHRkF8iK0000594d@hotmail.com>

Hi,

I am trying to a thing that I thought was simple. I would like the Update 
Field to show "Response to requestor" as default when I am resolving a 
ticket. The resolve link on Ticket/Display.html links to 
Ticket/Update.html?Action=Comment, but If I manage to change this link into 
Ticket/Update.html?Action=Respond I should be done. But in this Perl-jungle 
I am not able to find this. I guess it is hidden by some funktions/Hashes 
with the values. Please give me a hint where to add the changes ?

/Jim

_________________________________________________________________
Choose an Internet access plan right for you -- try MSN! 
http://resourcecenter.msn.com/access/plans/default.asp

From mandellpaul at yahoo.co.uk  Thu Oct 31 10:46:56 2002
From: mandellpaul at yahoo.co.uk (=?iso-8859-1?q?Paul=20Mandell?=)
Date: Thu, 31 Oct 2002 15:46:56 +0000 (GMT)
Subject: [rt-users] rt 2.0.14 - problem with cli keywords on create (works with update)
Message-ID: <20021031154656.43920.qmail@web21004.mail.yahoo.com>

I saw this problem mentioned with 2.0.8 in the list
archives, but I still get problems when trying to set
keywords from the command line using --create. Works
fine when updating existing tickets with --id=.

I've set output to screen to debug in config.pm and
see the following - the ticket gets created but no
keywords are set.

bash-2.05a$  /usr/local/rt2/bin/rt --create --noedit
--queue="UK Apps Development" --keywords="+bvm/58"
Creating a new ticketUse of uninitialized value in
concatenation (.) or string at
/usr/local/rt2/lib/RT/Ticket.pm line 285.
RT::Ticket=HASH(0x810e424) ->Create called with an
unknown datatype for Owner: . Defaulting to Nobody.
now requiring RT::Condition::AnyTransaction
RT::Transaction=HASH(0x882b980): Checking condition
OnCreate...
RT::Transaction=HASH(0x882b980): Matches condition
OnCreate...
now requiring RT::Action::Notify
Use of uninitialized value in substitution (s///) at
/usr/local/rt2/lib/RT/Action/SendEmail.pm line 428.
Use of uninitialized value in scalar chomp at
/usr/local/rt2/lib/RT/Action/SendEmail.pm line 430.
Use of uninitialized value in scalar chomp at
/usr/local/rt2/lib/RT/Action/SendEmail.pm line 315.
Use of uninitialized value in pattern match (m//) at
/usr/local/lib/perl5/site_perl/5.6.1/Mail/Header.pm
line 214.
Use of uninitialized value in substitution (s///) at
/usr/local/lib/perl5/site_perl/5.6.1/Mail/Header.pm
line 218.
Use of uninitialized value in substitution (s///) at
/usr/local/lib/perl5/site_perl/5.6.1/Mail/Header.pm
line 218.
RT::Action::Notify=HASH(0x8856760): To is
RT::Action::Notify=HASH(0x8856760): Cc is
RT::Action::Notify=HASH(0x8856760): Bcc is
RT::Transaction=HASH(0x882b980): Prepared
NotifyAdminCcs
RT::Action::Notify=HASH(0x8856760): No recipients
found. Not sending.
RT::Transaction=HASH(0x882b980): Committed
NotifyAdminCcs
now requiring RT::Condition::OwnerChange
RT::Transaction=HASH(0x882b980): Checking condition
OnOwnerChange...
Use of uninitialized value in string eq at
/usr/local/rt2/lib/RT/Condition/OwnerChange.pm line
20.
RT::Transaction=HASH(0x882b980): Doesn't match
condition OnOwnerChange...
now requiring RT::Condition::OwnerChange
RT::Transaction=HASH(0x882b980): Checking condition
OnOwnerChange...
Use of uninitialized value in string eq at
/usr/local/rt2/lib/RT/Condition/OwnerChange.pm line
20.
RT::Transaction=HASH(0x882b980): Doesn't match
condition OnOwnerChange...
now requiring RT::Condition::AnyTransaction
RT::Transaction=HASH(0x882b980): Checking condition
OnCreate...
RT::Transaction=HASH(0x882b980): Matches condition
OnCreate...
now requiring RT::Action::Autoreply
RT::Transaction=HASH(0x882b980): Prepared
AutoreplyToRequestors
Use of uninitialized value in array dereference at
/usr/local/rt2/lib/RT/Action/SendEmail.pm line 94.
Use of uninitialized value in array dereference at
/usr/local/rt2/lib/RT/Action/SendEmail.pm line 96.
RT::Action::Autoreply=HASH(0x895aea0): No recipients
found. Not sending.
RT::Transaction=HASH(0x882b980): Committed
AutoreplyToRequestors
Ticket 3292 created in queue 'UK Apps Development'.
+bvm/58Ticket 3292 created in queue 'UK Apps
Development'.

A simple update afterwards sets the keywords no
problem.

bash-2.05a$  /usr/local/rt2/bin/rt --id=3292
--keywords="+bvm/58"
Now working on ticket 3292Looking at admin ccsLooking
at keywordsLooking at --keyword=+bvm/58Going to +
Keyword bvm / 58bvm is select Raised By is foundbvm is
select Project is foundbvm is select State is foundbvm
is select Broken ver is foundbvm is select bvm is
foundFound a match for bvm
Now comparing 58 with --
Now comparing 58 with 00
Now comparing 58 with 01
Now comparing 58 with 02
Now comparing 58 with 03
Now comparing 58 with 04
Now comparing 58 with 05
Now comparing 58 with 06
Now comparing 58 with 07
Now comparing 58 with 09
Now comparing 58 with 10
Now comparing 58 with 40
Now comparing 58 with 50
Now comparing 58 with 55
Now comparing 58 with 56
Now comparing 58 with 57
Now comparing 58 with 58
Going to + bvm / 58 (58)Use of uninitialized value in
numeric eq (==) at
/usr/local/rt2/lib/RT/ObjectKeywords.pm line 188.
now requiring RT::Condition::OwnerChange
RT::Transaction=HASH(0x86481a4): Checking condition
OnOwnerChange...
RT::Transaction=HASH(0x86481a4): Doesn't match
condition OnOwnerChange...
now requiring RT::Condition::OwnerChange
RT::Transaction=HASH(0x86481a4): Checking condition
OnOwnerChange...
RT::Transaction=HASH(0x86481a4): Doesn't match
condition OnOwnerChange...
Now comparing 58 with 70
bvm is select bva is foundbvm is select Fixed ver is
foundbvm is select fvm is foundbvm is select fva is
found+bvm/58

Is there still a problem with this in 2.0.14 or am I
doing something really stoopid?

__________________________________________________
Do You Yahoo!?
Everything you'll ever need on one web page
from News and Sport to Email and Music Charts
http://uk.my.yahoo.com

From jeff.hoover at infotechfl.com  Thu Oct 31 11:18:43 2002
From: jeff.hoover at infotechfl.com (Jeff Hoover)
Date: Thu, 31 Oct 2002 11:18:43 -0500
Subject: [rt-users] Ticket List Colors
Message-ID: <5.1.0.14.0.20021031111243.028d2bd0@mail.infotechfl.com>

I saw an email in the archive that said to do the following to 
Search/Listing.html to get a color coded ticket list:

41a42,51
 > 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" );
49a60,66
 >  }
 >  my $status = eval("\$Ticket->Status");
 >  my $prio = eval("\$Ticket->Priority");
 >  if ($status eq "new" || $status eq "open") {
 >     $bgcolor = $todo_colors[$prio];
 >  } else {
 >     $bgcolor = $done_colors[$prio];

This works well if you are using 1 digit priorities.  If you use 0-99, then 
you could change the my $prio line to:

my $prio = substr(sprintf("%02d",eval("\$Ticket->Priority")),0,1);

Anything from 0-9 = 0, 10-19 = 1, 20-29 = 2, etc. for the colors 
array.  Just thought I would share.  Sorry if you consider this a wob.

-- Jeff

From stefan.scherer at sealsystems.de  Thu Oct 31 11:26:43 2002
From: stefan.scherer at sealsystems.de (Stefan Scherer)
Date: Thu, 31 Oct 2002 17:26:43 +0100
Subject: [rt-users] Ticket List Colors
References: <5.1.0.14.0.20021031111243.028d2bd0@mail.infotechfl.com>
Message-ID: <3DC159C3.C2D5E8CB@sealsystems.de>

Thanks Jeff, I also thought of this. But we only
use priorities 0-9, so I was too lazy to fix this.

Stefan

From jeff.hoover at infotechfl.com  Thu Oct 31 11:49:08 2002
From: jeff.hoover at infotechfl.com (Jeff Hoover)
Date: Thu, 31 Oct 2002 11:49:08 -0500
Subject: [rt-users] Newbie Question
Message-ID: <5.1.0.14.0.20021031114353.029a4ea8@mail.infotechfl.com>

I have a newbie question, as I'm trying to understand mod-perl/mason/rt so 
I can customize it more.

The question:  For things I want to edit, should I always make a copy from 
the /rtpath/WebRT/path to /rtpath/local/WebRT/path and then edit the 
local/WebRT file?

Example: copy /usr/local/rt2/WebRT/html/Elements/MyTickets to 
/usr/local/rt2/local/WebRT/html/Elements/MyTickets

I guess this leaves the original source code as a backup?

Thanks,
Jeff

From map at eecs.berkeley.edu  Thu Oct 31 12:42:42 2002
From: map at eecs.berkeley.edu (Mike Patterson)
Date: Thu, 31 Oct 2002 09:42:42 -0800
Subject: [rt-users] Making RT invisible - changing subject lines
Message-ID: <3DC16B92.9040608@eecs.berkeley.edu>

I'm trying to ease some of our support aliases (and the people who read 
them) into RT before it puts it's ticket number stamp onto the subject 
line of our correspondence (I realize these #'s are useful, but want to 
turn it off until I get people used to using RT)

I'd like RT to be working (accepting mail, allowing status updates, 
allow us to respond from the web interface).

1) So I deleted Autoreply to new messages globaly 
(configuration->global->scrips "OnCreate AutoreplyToRequestors with 
template Autoreply").  For the queue that I wanted to keep Autoreply - I 
added that scrip (Queues -> select queue -> scrips -> add scrip etc..)

2) Now when I respond from the web interface if a user email subject 
line says: "help with netscape" and we respond from the web interface I 
want the subject line to say "RE: help with netscape" instead of this 
subject line "[EECS Helpdesk #40] help with netscape"

Any tips on how to do that would be appreciated.  Thanks.

-------------------------------
Mike Patterson - UC Berkeley
Computer User Support Group
EECS Computing Helpdesk Manager
-------------------------------

From rich+rt at lafferty.ca  Thu Oct 31 13:17:44 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Thu, 31 Oct 2002 13:17:44 -0500
Subject: [rt-users] Making RT invisible - changing subject lines
In-Reply-To: <3DC16B92.9040608@eecs.berkeley.edu>; from map@eecs.berkeley.edu on Thu, Oct 31, 2002 at 09:42:42AM -0800
References: <3DC16B92.9040608@eecs.berkeley.edu>
Message-ID: <20021031131744.C7330@lafferty.ca>

On Thu, Oct 31, 2002 at 09:42:42AM -0800, Mike Patterson <map at eecs.berkeley.edu> wrote:
> 
> 2) Now when I respond from the web interface if a user email subject 
> line says: "help with netscape" and we respond from the web interface I 
> want the subject line to say "RE: help with netscape" instead of this 
> subject line "[EECS Helpdesk #40] help with netscape"
> 
> Any tips on how to do that would be appreciated.  Thanks.

If you do that, RT is going to create a new ticket for every message
it gets, even when they're a reply to one of your support techs'
replies. Are you sure that's what you want?

-Rich

From ges at lumeta.com  Thu Oct 31 13:53:11 2002
From: ges at lumeta.com (Glenn Sieb)
Date: Thu, 31 Oct 2002 13:53:11 -0500
Subject: [rt-users] Making RT invisible - changing subject lines
In-Reply-To: <20021031131744.C7330@lafferty.ca>
References: <3DC16B92.9040608@eecs.berkeley.edu>
 <3DC16B92.9040608@eecs.berkeley.edu>
Message-ID: <5.1.1.6.0.20021031135225.03d79008@mail.corp.lumeta.com>

On 01:17 PM 10/31/2002 -0500, Rich Lafferty wrote:
> > 2) Now when I respond from the web interface if a user email subject
> > line says: "help with netscape" and we respond from the web interface I
> > want the subject line to say "RE: help with netscape" instead of this
> > subject line "[EECS Helpdesk #40] help with netscape"
> >
> > Any tips on how to do that would be appreciated.  Thanks.
>
>If you do that, RT is going to create a new ticket for every message
>it gets, even when they're a reply to one of your support techs'
>replies. Are you sure that's what you want?

Hmm.. I dunno.. might be nifty to have the ticket # in an X-Header.. like 
X-RT-Ticket: or something along those lines.. :)

Just a thought,
G.

---
Glenn E. Sieb
System Administrator
Lumeta Corporation
+1 732 357-3514 (V)
+1 732 564-0731 (Fax)

From rich+rt at lafferty.ca  Thu Oct 31 14:10:09 2002
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Thu, 31 Oct 2002 14:10:09 -0500
Subject: [rt-users] Making RT invisible - changing subject lines
In-Reply-To: <5.1.1.6.0.20021031135225.03d79008@mail.corp.lumeta.com>; from ges@lumeta.com on Thu, Oct 31, 2002 at 01:53:11PM -0500
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>
Message-ID: <20021031141009.D7330@lafferty.ca>

On Thu, Oct 31, 2002 at 01:53:11PM -0500, Glenn Sieb <ges at lumeta.com> wrote:
> On 01:17 PM 10/31/2002 -0500, Rich Lafferty wrote:
> > > 2) Now when I respond from the web interface if a user email subject
> > > line says: "help with netscape" and we respond from the web interface I
> > > want the subject line to say "RE: help with netscape" instead of this
> > > subject line "[EECS Helpdesk #40] help with netscape"
> >
> >If you do that, RT is going to create a new ticket for every message
> >it gets, even when they're a reply to one of your support techs'
> >replies. Are you sure that's what you want?
> 
> 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.

You could put it in the email address -- and rt-mailgate already
accepts that with some MTAs with --ticket-id-from-extension -- but I
still suspect that the original poster hadn't thought through his
request.

-Rich

From ges at lumeta.com  Thu Oct 31 14:40:19 2002
From: ges at lumeta.com (Glenn Sieb)
Date: Thu, 31 Oct 2002 14:40:19 -0500
Subject: [rt-users] Making RT invisible - changing subject lines
In-Reply-To: <20021031141009.D7330@lafferty.ca>
References: <5.1.1.6.0.20021031135225.03d79008@mail.corp.lumeta.com>
 <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>
Message-ID: <5.1.1.6.0.20021031144001.03cfc978@mail.corp.lumeta.com>

On 02:10 PM 10/31/2002 -0500, Rich Lafferty wrote:
>No, the ticket number has to come back *from* the user. RT can't set
>custom headers in some guy's Outlook.

Ah.. good pernt. :-/

---
Glenn E. Sieb
System Administrator
Lumeta Corporation
+1 732 357-3514 (V)
+1 732 564-0731 (Fax)

From map at eecs.berkeley.edu  Thu Oct 31 14:56:03 2002
From: map at eecs.berkeley.edu (Mike Patterson)
Date: Thu, 31 Oct 2002 11:56:03 -0800
Subject: [rt-users] Making RT invisible - changing subject lines
References: <20021031191502.27353.70799.Mailman@pallas.eruditorum.org>
Message-ID: <3DC18AD3.2000207@eecs.berkeley.edu>

Thanks for the ideas.

At this point, as I'm easing our group into the system I willing to live 
with a users reply to a techs comments create a new queue (yes I thought 
about that).  Even with that limitation RT has a lot of great features 
(e.g. central repository of information) that are worthwhile to start 
using now.  Once people start to see the beauty of RT and use it 
regularly (and I resolve another database numbering scheme), they'll be 
ready use the full set of features.

But I'm unclear on how replies sent from the web interface get inserted 
into the database.  Does it simply do an insert or does it actually 
email itself and make rt-mailgate insert it?  As far as tech replies 
sent from the web interface, I definately want them connected to the 
original ticket.  If it mails itself for an insert I can see that I need 
the ticket number included in the email (at least for the 
self-referential copy of the email).

My MTA is a fairly recent build of sendmail on FreeBSD and anyone can 
suggest tricks to get it to  insert itself (without modifying the 
subject line to the user) would be greatly appreciated.

Thanks,
Mike

Message: 11
Date: Thu, 31 Oct 2002 09:42:42 -0800
From: Mike Patterson <map at eecs.berkeley.edu>
To: rt-users at lists.fsck.com
Subject: [rt-users] Making RT invisible - changing subject lines

I'm trying to ease some of our support aliases (and the people who read
them) into RT before it puts it's ticket number stamp onto the subject
line of our correspondence (I realize these #'s are useful, but want to
turn it off until I get people used to using RT)

I'd like RT to be working (accepting mail, allowing status updates,
allow us to respond from the web interface).

1) So I deleted Autoreply to new messages globaly
(configuration->global->scrips "OnCreate AutoreplyToRequestors with
template Autoreply").  For the queue that I wanted to keep Autoreply - I
added that scrip (Queues -> select queue -> scrips -> add scrip etc..)

2) Now when I respond from the web interface if a user email subject
line says: "help with netscape" and we respond from the web interface I
want the subject line to say "RE: help with netscape" instead of this
subject line "[EECS Helpdesk #40] help with netscape"

Any tips on how to do that would be appreciated.  Thanks.

-------------------------------
Mike Patterson - UC Berkeley
Computer User Support Group
EECS Computing Helpdesk Manager
-------------------------------

--__--__--

Message: 12
Date: Thu, 31 Oct 2002 13:17:44 -0500
From: Rich Lafferty <rich+rt at lafferty.ca>
To: RT Users mailing list <rt-users at lists.fsck.com>
Subject: Re: [rt-users] Making RT invisible - changing subject lines

On Thu, Oct 31, 2002 at 09:42:42AM -0800, Mike Patterson 
<map at eecs.berkeley.edu> wrote:

>
 > 2) Now when I respond from the web interface if a user email subject
 > line says: "help with netscape" and we respond from the web interface I
 > want the subject line to say "RE: help with netscape" instead of this
 > subject line "[EECS Helpdesk #40] help with netscape"
 >
 > Any tips on how to do that would be appreciated.  Thanks.

If you do that, RT is going to create a new ticket for every message
it gets, even when they're a reply to one of your support techs'
replies. Are you sure that's what you want?

-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 
-----------+----------------------------------------------- --__--__-- 
Message: 13 Date: Thu, 31 Oct 2002 13:53:11 -0500 To: RT-Users 
<rt-users at lists.fsck.com> From: Glenn Sieb <ges at lumeta.com> Subject: Re: 
[rt-users] Making RT invisible - changing subject lines On 01:17 PM 
10/31/2002 -0500, Rich Lafferty wrote:

> > 2) Now when I respond from the web interface if a user email subject
 > > line says: "help with netscape" and we respond from the web interface I
 > > want the subject line to say "RE: help with netscape" instead of this
 > > subject line "[EECS Helpdesk #40] help with netscape"
 > >
 > > Any tips on how to do that would be appreciated.  Thanks.

>
 >If you do that, RT is going to create a new ticket for every message
 >it gets, even when they're a reply to one of your support techs'
 >replies. Are you sure that's what you want?

Hmm.. I dunno.. might be nifty to have the ticket # in an X-Header.. like
X-RT-Ticket: or something along those lines.. :)

Just a thought,
G.

---
Glenn E. Sieb
System Administrator
Lumeta Corporation
+1 732 357-3514 (V)
+1 732 564-0731 (Fax)

--__--__--

Message: 14
Date: Thu, 31 Oct 2002 14:10:09 -0500
From: Rich Lafferty <rich+rt at lafferty.ca>
To: RT Users mailing list <rt-users at lists.fsck.com>
Subject: Re: [rt-users] Making RT invisible - changing subject lines

On Thu, Oct 31, 2002 at 01:53:11PM -0500, Glenn Sieb <ges at lumeta.com> wrote:

> On 01:17 PM 10/31/2002 -0500, Rich Lafferty wrote:

> > > 2) Now when I respond from the web interface if a user email subject
 > > > line says: "help with netscape" and we respond from the web 
interface I
 > > > want the subject line to say "RE: help with netscape" instead of this
 > > > subject line "[EECS Helpdesk #40] help with netscape"

> >
 > >If you do that, RT is going to create a new ticket for every message
 > >it gets, even when they're a reply to one of your support techs'
 > >replies. Are you sure that's what you want?

>
 > 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.

-Rich

From sheeri.kritzer at tufts.edu  Thu Oct 31 15:42:27 2002
From: sheeri.kritzer at tufts.edu (Sheeri Kritzer)
Date: Thu, 31 Oct 2002 15:42:27 -0500
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: <1036096947.3dc195b3389cb@webmail.tufts.edu>

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.

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

Quoting Rich Lafferty <rich+rt at lafferty.ca>:

> On Thu, Oct 31, 2002 at 01:53:11PM -0500, Glenn Sieb <ges at lumeta.com> wrote:
> > On 01:17 PM 10/31/2002 -0500, Rich Lafferty wrote:
> > > > 2) Now when I respond from the web interface if a user email subject
> > > > line says: "help with netscape" and we respond from the web interface
> I
> > > > want the subject line to say "RE: help with netscape" instead of this
> > > > subject line "[EECS Helpdesk #40] help with netscape"
>

From tony at ics.com  Thu Oct 31 15:47:54 2002
From: tony at ics.com (Tony Aiuto)
Date: Thu, 31 Oct 2002 15:47:54 -0500
Subject: [rt-users] Making RT invisible - changing subject lines
Message-ID: <200210312047.PAA25478@frito>

>Mike Patterson <map at eecs.berkeley.edu> writes:

>But I'm unclear on how replies sent from the web interface get inserted 
>into the database.  Does it simply do an insert or does it actually 
>email itself and make rt-mailgate insert it?  As far as tech replies 
>sent from the web interface, I definately want them connected to the 
>original ticket.  If it mails itself for an insert I can see that I need 
>the ticket number included in the email (at least for the 
>self-referential copy of the email).

>My MTA is a fairly recent build of sendmail on FreeBSD and anyone can 
>suggest tricks to get it to  insert itself (without modifying the 
>subject line to the user) would be greatly appreciated.

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.   Most decent
MUAs should preserve enough info to work

For example
	In-Reply-To: <rt-60 at ICS>
	Message-ID: <rt-60-233.8.7083512469593 at ics.com>

Either of these patterns pretty clearly matches ticket 60.

I tried out the basic concept and it *seems* to work.
Certainly, enhancing rt-mailgate should be mostly harmless.

[The info below is NOT valid patch format.  Do the work by hand]

First, patch lib/RT/Interfaces/Email.pm

*** orig/Email.pm       Fri May  3 01:30:23 2002
--- ./Email.pm  Thu Oct 31 15:25:05 2002
***************
*** 28,33 ****
--- 28,34 ----
                      &CheckForAutoGenerated 
                      &ParseMIMEEntityFromSTDIN
                      &ParseTicketId 
+                     &ParseInReplyTo 
                      &MailError 
                      &ParseCcAddressesFromHead
                      &ParseSenderAddressFromHead 
***************
*** 281,286 ****
--- 283,305 ----
      else {
        return(undef);
      }
  }
  # }}}
+ 
+ # {{{ sub ParseInReplyTo 
+ 
+ sub ParseInReplyTo {
+     my $InReplyTo = shift;
+     my ($Id);
+     
+     if ($InReplyTo =~ s/<support-(\d+)[-@]//i) {
+       $Id = $1;
+       $RT::Logger->debug("Found a ticket ID. It's $Id");
+       return($Id);
+     }
+     else {
+       return(undef);
+     }
+ }
+ # }}}

Next patch rt-mailgate

*** rt-mailgate 2002/10/31 20:16:42     1.1
--- rt-mailgate 2002/10/31 20:18:28
***************
*** 24,27 ****
--- 24,28 ----
                             ParseMIMEEntityFromSTDIN
                             ParseTicketId 
+                            ParseInReplyTo
                             MailError 
                             ParseCcAddressesFromHead
***************
*** 116,119 ****
--- 117,121 ----
  my $MessageId = $head->get('Message-Id') || 
    "<no-message-id-".time.rand(2000)."\@.$RT::Organization>";
+ my $InReplyTo = $head->get('In-Reply-To');
  
  #Pull apart the subject line
***************
*** 123,126 ****
--- 125,129 ----
  # Get the ticket ID unless it's already set
  $TicketId = ParseTicketId($Subject) unless ($TicketId);
+ $TicketId = ParseInReplyTo($InReplyTo) unless ($TicketId);
  
  #Set up a queue object

Now, of course, you have to whack at SendEmail.pm so it leaves
off the [$RT::Organization #<ticket>].  I don't have the guts
to try this part out yet.   I'm certainly not going to be the
one to try it on my production system. :-)

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.

What does Jesse think?

-Tony Aiuto

From map at eecs.berkeley.edu  Thu Oct 31 18:04:22 2002
From: map at eecs.berkeley.edu (Mike Patterson)
Date: Thu, 31 Oct 2002 15:04:22 -0800
Subject: [rt-users] Making RT invisible - changing subject lines
References: <200210312047.PAA25478@frito>
Message-ID: <3DC1B6F6.3060001@eecs.berkeley.edu>

Thanks for the suggestion.

In my case I want replies and comments from the web interface to update 
the ticket and I'm willing to live with additional user replies to the 
tech opening a new ticket.

I think this might work, but I need a better understanding of how 
replies and comments go in.  Do replies and comments from the web 
interface use the "comment" action as opposed to correspond action?  If 
so I can copy and modify rt-mailgate and rename it 
"rt-mailgate-InReplyTo" which uses Tony's "ParseInReplyTo" functions for 
rt-comment.

rt-comment: "|/opt/rt2/bin/rt-mailgate-InReplyTo --queue general 
--action comment"
rt: "|/opt/rt2/bin/rt-mailgate --queue general --action correspond"

With this kind of setup I don't have to worry about some of the 
potential bugs: e.g. users trying to create a new ticket by replying to 
an old email with new subject line updating a dead ticket instead of 
creating a new one.

Does it work that way?  If not, how can I make replies and comments from 
  web interface use a different alias?

Thanks,
Mike

Tony Aiuto wrote:
>>Mike Patterson <map at eecs.berkeley.edu> writes:
> 
> 
>>But I'm unclear on how replies sent from the web interface get inserted 
>>into the database.  Does it simply do an insert or does it actually 
>>email itself and make rt-mailgate insert it?  As far as tech replies 
>>sent from the web interface, I definately want them connected to the 
>>original ticket.  If it mails itself for an insert I can see that I need 
>>the ticket number included in the email (at least for the 
>>self-referential copy of the email).
> 
> 
>>My MTA is a fairly recent build of sendmail on FreeBSD and anyone can 
>>suggest tricks to get it to  insert itself (without modifying the 
>>subject line to the user) would be greatly appreciated.
> 
> 
> 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.   Most decent
> MUAs should preserve enough info to work
> 
> For example
> 	In-Reply-To: <rt-60 at ICS>
> 	Message-ID: <rt-60-233.8.7083512469593 at ics.com>
> 
> Either of these patterns pretty clearly matches ticket 60.
> 
> I tried out the basic concept and it *seems* to work.
> Certainly, enhancing rt-mailgate should be mostly harmless.
> 
> [The info below is NOT valid patch format.  Do the work by hand]
> 
> First, patch lib/RT/Interfaces/Email.pm
> 
> *** orig/Email.pm       Fri May  3 01:30:23 2002
> --- ./Email.pm  Thu Oct 31 15:25:05 2002
> ***************
> *** 28,33 ****
> --- 28,34 ----
>                       &CheckForAutoGenerated 
>                       &ParseMIMEEntityFromSTDIN
>                       &ParseTicketId 
> +                     &ParseInReplyTo 
>                       &MailError 
>                       &ParseCcAddressesFromHead
>                       &ParseSenderAddressFromHead 
> ***************
> *** 281,286 ****
> --- 283,305 ----
>       else {
>         return(undef);
>       }
>   }
>   # }}}
> + 
> + # {{{ sub ParseInReplyTo 
> + 
> + sub ParseInReplyTo {
> +     my $InReplyTo = shift;
> +     my ($Id);
> +     
> +     if ($InReplyTo =~ s/<support-(\d+)[-@]//i) {
> +       $Id = $1;
> +       $RT::Logger->debug("Found a ticket ID. It's $Id");
> +       return($Id);
> +     }
> +     else {
> +       return(undef);
> +     }
> + }
> + # }}}
>   
> 
> 
> Next patch rt-mailgate
> 
> *** rt-mailgate 2002/10/31 20:16:42     1.1
> --- rt-mailgate 2002/10/31 20:18:28
> ***************
> *** 24,27 ****
> --- 24,28 ----
>                              ParseMIMEEntityFromSTDIN
>                              ParseTicketId 
> +                            ParseInReplyTo
>                              MailError 
>                              ParseCcAddressesFromHead
> ***************
> *** 116,119 ****
> --- 117,121 ----
>   my $MessageId = $head->get('Message-Id') || 
>     "<no-message-id-".time.rand(2000)."\@.$RT::Organization>";
> + my $InReplyTo = $head->get('In-Reply-To');
>   
>   #Pull apart the subject line
> ***************
> *** 123,126 ****
> --- 125,129 ----
>   # Get the ticket ID unless it's already set
>   $TicketId = ParseTicketId($Subject) unless ($TicketId);
> + $TicketId = ParseInReplyTo($InReplyTo) unless ($TicketId);
>   
>   #Set up a queue object
> 
> 
> Now, of course, you have to whack at SendEmail.pm so it leaves
> off the [$RT::Organization #<ticket>].  I don't have the guts
> to try this part out yet.   I'm certainly not going to be the
> one to try it on my production system. :-)
> 
> 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.
> 
> What does Jesse think?
> 
> 
> -Tony Aiuto
>

-- 
-------------------------------
Mike Patterson - UC Berkeley
Computer User Support Group
EECS Computing Helpdesk Manager
-------------------------------

From pdh at snapgear.com  Thu Oct 31 18:22:15 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 1 Nov 2002 09:22:15 +1000
Subject: [rt-users] Respond as default for UpdateType when I resolve a ticket ?
In-Reply-To: <F2165lVEDqUgHRkF8iK0000594d@hotmail.com>
References: <F2165lVEDqUgHRkF8iK0000594d@hotmail.com>
Message-ID: <20021031232215.GI450@luggage.internal.moreton.com.au>

Jim Keene wrote:
> I am trying to a thing that I thought was simple. I would like the Update 
> Field to show "Response to requestor" as default when I am resolving a 
> ticket. The resolve link on Ticket/Display.html links to 
> Ticket/Update.html?Action=Comment, but If I manage to change this link into 
> Ticket/Update.html?Action=Respond I should be done. But in this Perl-jungle 
> I am not able to find this. I guess it is hidden by some funktions/Hashes 
> with the values. Please give me a hint where to add the changes ?

webrt/Ticket/Elements/Tabs (aka $RT_PATH/WebRT/html/Ticket/Elements/Tabs)

-- 
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 bruce_campbell at ripe.net  Thu Oct 31 18:28:35 2002
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Fri, 1 Nov 2002 00:28:35 +0100 (CET)
Subject: [rt-users] Making RT invisible - changing subject lines
In-Reply-To: <3DC18AD3.2000207@eecs.berkeley.edu>
Message-ID: <Pine.LNX.4.44.0211010000300.20013-100000@x22.ripe.net>

On Thu, 31 Oct 2002, Mike Patterson wrote:

> At this point, as I'm easing our group into the system I willing to live
> with a users reply to a techs comments create a new queue (yes I thought

A lot of the time the contributing inhabitants of the rt-users list are
able to work out what questions people are asking by utilising a mixture
method of personal experience, memory recall and in some cases,
non-intrusive telepathy.

However, all of this assumes that the question has been phrased in a
manner conductive to the above methods.  So, usage of appropriate
terminology is very much appreciated, as people generally don't like
having to ask what seems like basic questions in order to assist others.
Plus using intrusive telepathy on people I don't know gives me a splitting
headache.

So far in your thread, you've asked the following paraphrased questions:

Where can I find out about the terminology of RT, so I don't
	confuse 'ticket' with 'queue', or a 'User' with a 'Scrip', or
	something else?

http://www.fsck.com/rtfm/

Can emails from my tech guys to the ticket requestors be sent
	without the [$rtname #$ticket_number] tags?

Yes, they can.  The code which sends outgoing email and
		edits the subject can be found in
		[rtlibdir]/RT/Action/SendEmail.pm .  Changing this
		behaviour should be easy, although not recommended,
		assuming a basic knowledge of perl.

How does RT communicate updates from my tech guys using the web
	interface?

The Web interface communicates directly with the database
		(well, the RT server does, not the tech-guys web
		browsers).  Email is sent according to the Scrips defined,
		and is not an essential part of RT's operation.

What are updates from the web considered as?  Comments or
	Correspondence?

RT defines Comments as 'text entered by your tech guys
		which assists other techs in understanding the problem or
		the customer'.  Comments should never be sent to the
		customer.  Correspondence is defined as being 'text
		entered by either your tech guys or your customer which is
		sent to all parties involved'.  Correspondence gets sent
		to your customers.

Your tech guys can enter either type of update from the
		Web interface.

Can I ask questions in a manner which doesn't make people wonder
	what I'm on?

Certainly.  Most of a usable Users Guide, and RT
		Administrators guide exist within RT/FM:

http://www.fsck.com/rtfm/

The rt-users community is more of for questions that are
		not immediately answered by RT/FM (above).  Asking
		questions which are interesting and are not in RT/FM
		serves to keep people's interest in rt-users alive, as we
		all like an intellectual challenge every now and then.

Another thing that we deeply appreciate is appropriate
		quoting of your mails.  When replying to mails, try to
		avoid top-posting and insert your comments at the
		appropriate place in the mail.  Items which you are not
		directly addressing can be trimmed off to make for a
		shorter, more concise email.

Are some people making fun of me on the mailing list?  I can't
	tell when some of them are being serious or not.

Anyone with an address ending in .au is probably an
		Australian, although there are some others scattered
		around without .au addresses.  These people speak a
		different language and you can never tell if they're
		being serious or not.  We^WThey sometimes put in a ';)'
		symbol as a hint.

Kind regards,

;)

From stucki-rt-users at math.fu-berlin.de  Thu Oct 31 18:55:03 2002
From: stucki-rt-users at math.fu-berlin.de (Chr. von Stuckrad)
Date: Fri, 1 Nov 2002 00:55:03 +0100
Subject: [rt-users] Split Ticket
In-Reply-To: <200210291455.JAA11893@frito>
References: <200210291455.JAA11893@frito>
Message-ID: <20021031235503.GA18729@petzval.math.fu-berlin.de>

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

From jesse at bestpractical.com  Thu Oct 31 19:05:05 2002
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 31 Oct 2002 19:05:05 -0500
Subject: [rt-users] Making RT invisible - changing subject lines
In-Reply-To: <200210312047.PAA25478@frito>
References: <200210312047.PAA25478@frito>
Message-ID: <20021101000505.GM32095@pallas.fsck.com>

On Thu, Oct 31, 2002 at 03:47:54PM -0500, Tony Aiuto wrote:
> 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.   Most decent
> MUAs should preserve enough info to work

"Most" "decent"

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.

> What does Jesse think?
 
Jesse thinks that transparent solutions are a good thing, but that
this particular idea is going to hurt a lot more than it's going to
help.

One thing that _can_ work is to make RT generate From: and Reply-To:
addresses of the form rt+<ticketid> or rt-<ticketid> and use
the mail gateway's --ticket-id-from-extension feature to figure things
out.

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

From andy at bribed.net  Thu Oct 31 19:08:26 2002
From: andy at bribed.net (Andy Coates)
Date: Fri, 1 Nov 2002 00:08:26 -0000
Subject: [rt-users] Split Ticket
In-Reply-To: <20021031235503.GA18729@petzval.math.fu-berlin.de>
Message-ID: <000301c2813a$cd0b6ec0$163c98d5@DARLA>

> 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 :-)

How much can one do with backend manipulation, instead of using the
frontend?

Seems a lot of info is stored within the SQL tables, but is everything
there to actually insert data via other methods, yet still allow the
frontend to read the new data/modifications?

I know I'd rather code SQL queries than try and break RT :-)

Andy.

From pdh at snapgear.com  Thu Oct 31 19:15:46 2002
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 1 Nov 2002 10:15:46 +1000
Subject: [rt-users] Newbie Question
In-Reply-To: <5.1.0.14.0.20021031114353.029a4ea8@mail.infotechfl.com>
References: <5.1.0.14.0.20021031114353.029a4ea8@mail.infotechfl.com>
Message-ID: <20021101001546.GN450@luggage.internal.moreton.com.au>

Jeff Hoover wrote:
> The question:  For things I want to edit, should I always make a copy from 
> the /rtpath/WebRT/path to /rtpath/local/WebRT/path and then edit the 
> local/WebRT file?

Yes.

> I guess this leaves the original source code as a backup?

As well as preventing "make upgrade" from clobbering your local changes.
-- 
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 tony at ics.com  Thu Oct 31 22:50:07 2002
From: tony at ics.com (Tony Aiuto)
Date: Thu, 31 Oct 2002 22:50:07 -0500
Subject: [rt-users] Making RT invisible - changing subject lines
Message-ID: <200211010350.WAA26514@frito>

>Jesse Vincent writes:

>On Thu, Oct 31, 2002 at 03:47:54PM -0500, Tony Aiuto wrote:
>> 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.   Most decent
>> MUAs should preserve enough info to work
>
>"Most" "decent"

Well, in truth, I can't vouch for a lot of mailers.  I still
use /bin/mail.

>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.

True as well.   That's why it has to be a fallback to parsing
the subject, not the preferred method.

>> What does Jesse think?
> 
>Jesse thinks that transparent solutions are a good thing, but that
>this particular idea is going to hurt a lot more than it's going to
>help.

Quite Possibly.  As I said in earlier mail, I'm not taking
the ticket id out of the subject line.  I think, however, I'm
going to leave the fallback to In-Reply-To hack in my system
and see how it goes.  Eventually I'll find out if it works or
not (at least for my customer base - YMMV :-) ).

From sean at zerolag.com  Wed Oct  2 20:12:42 2002
From: sean at zerolag.com (Sean Byron)
Date: Wed, 2 Oct 2002 17:12:42 -0700 (PDT)
Subject: [rt-users] Additional field in User details
Message-ID: <Pine.LNX.4.21.0210021704190.11863-100000@mail.zerolag.com>

Hiya,

I've run into a problem I can't seem to resolve. I would appreciate any
help anyone can offer. I'm running RT 2.0.13.

I'm looking to add an additional field to the Users table to keep track of
the names of the employees that are using that username. It might sound
obscure, but it's pretty important to the scheme I'm working with.

---

So, I added a row for it in the database like this:

mysql> alter table Users add Employees blob;
mysql> insert into Users (Employees) VALUES(NULL);

---

Next, I opened up User.pm and added a corresponding entry for "Employees": 
vi /usr/local/rt/lib/RT/User.pm

my %Cols = (
              # {{{ Core RT info
              Name => 'public/read/write/admin',
              Password => 'write',
              Comments => 'read/write/admin',
              Employees => 'read/write/admin',
---

Next, I added this statement to Admin/Users/Modify.html to display the
Employees field.

<TEXTAREA name="Employees" COLS=80 ROWS=5
WRAP=VIRTUAL><%$UserObj->Employees%>

and at the bottom: $Employees=> undef --- But I got the following error on that page: Mason error component stack: /Admin/Users/Modify.html [standard] /autohandler [standard] code stack: /usr/local/rt/WebRT/data/obj/STANDARD/Admin/Users/Modify.html:332 /usr/local/rt/WebRT/data/obj/STANDARD/autohandler:69 misc info: error while executing /Admin/Users/Modify.html [standard]: --- As a side note, I was able to replace the "Employees" with a previously created, but unused value. For instance - I replaced it with Creator (which was a valid field, but isn't usually displayed at all on Modify.html) and it worked fine. By the way, here's autohandler:69 68 else { 69 $m->call_next; 70 } --- I would appreciate any help on this issue. It has me greatly befuddled. Thanks. Sean Byron From eric.horne at std.teradyne.com Fri Oct 4 17:05:23 2002 From: eric.horne at std.teradyne.com (Eric Horne) Date: Fri, 04 Oct 2002 14:05:23 -0700 Subject: [rt-users] SelfService and Apache Authentication Message-ID: <3D9E0293.2000506@std.teradyne.com> I just started using RT in a pilot mode for mangaging tasks in my group.. I enabled user authentication via the REMOTE_USER variable and it seems to work great for both priv and non-priv users. 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. Am I doing something wrong? Shouldn't RT strip off everything after the @? I tried manually updating the Users database so that the @ and all text after it was stripped from the Name field, and that seems to have done the trick. Are there any problems with stripping the @.* from the Name field as far as WebRT is concerned? Any idea where in the Code I should look to permanantly strip the @.* from the Name field only? Thanks for your help! -Eric From damian at sentex.net Fri Oct 4 10:56:59 2002 From: damian at sentex.net (Damian Gerow) Date: Fri, 4 Oct 2002 10:56:59 -0400 Subject: [rt-users] GotoQueue dropdown menu? Message-ID: <455387452.20021004105659@sentex.net> 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? From jsmith at structbio.vanderbilt.edu Fri Oct 4 17:44:21 2002 From: jsmith at structbio.vanderbilt.edu (Jarrod Smith) Date: Fri, 4 Oct 2002 16:44:21 -0500 (CDT) Subject: [rt-users] Problems installing with Pg Message-ID: 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. Thanks in advance for any advice! -- Jarrod A. Smith, Ph.D. Asst. Director, Center for Structural Biology Research Asst. Professor, Biochemistry Vanderbilt University 189 processes: 130 sleeping, 59 running From toni.willberg at atbusiness.com Thu Oct 10 03:03:00 2002 From: toni.willberg at atbusiness.com (Toni Willberg) Date: 10 Oct 2002 10:03:00 +0300 Subject: [rt-users] Escalator modifying 'Last updated by' Message-ID: <1034233380.23693.20.camel@toniw.in.atbusiness.com> Hello. I use Escalator script to increase priority over time. However it disturbs that it changes also 'Last update by' -field ( "Updated: Thu Oct 10 05:15:05 2002 by RT_System"). Has anyone hacked the script to leave that field alone? If not, I'll try to hack it myself and post a patch. - Toni From purp at wildbrain.com Thu Oct 10 04:24:38 2002 From: purp at wildbrain.com (Jim Meyer) Date: 10 Oct 2002 01:24:38 -0700 Subject: [rt-users] Evaluation of RT In-Reply-To: <3DA52C16.6050203@biochem.mpg.de> References: <20021009161349.GA19769@washcoll.edu> <20021010064345.GB7785@not.autrijus.org> <3DA52C16.6050203@biochem.mpg.de> Message-ID: <1034238278.31524.3.camel@wug.selequa.com> On Thu, 2002-10-10 at 00:28, Ruben Schattevoy wrote: > A related question: For my understanding, commenting > a "new" ticket is quite some illogical. In almost all > cases the editor will have simply forgotten do switch > the ticket's status to "open". Actually, we comment on "new" tickets all the time; usually this is done when someone in the group wants to offer advice on the problem but won't be doing the actual work. We "open" a ticket when the actual work begins. YMMV. --j From rich+ at lafferty.ca Thu Oct 10 10:21:08 2002 From: rich+ at lafferty.ca (Rich Lafferty) Date: Thu, 10 Oct 2002 10:21:08 -0400 Subject: [rt-users] Missing Status for Tickets that cannot be resolved In-Reply-To: <3DA52EA3.8080207@biochem.mpg.de>; from schattev@biochem.mpg.de on Thu, Oct 10, 2002 at 09:39:15AM +0200 References: <20021009154001.29003.88801.Mailman@pallas.eruditorum.org> <3DA46958.6010007@sysd.com> <3DA52EA3.8080207@biochem.mpg.de> Message-ID: <20021010102107.A25678@lafferty.ca> On Thu, Oct 10, 2002 at 09:39:15AM +0200, Ruben Schattevoy wrote: > > I understand that your solution works perfectly. Nevertheless I > have problems in asigning the attribuite "resolved" to a ticket > which is actually "dead" because it's somebody else's problem > and still _not_ resolved. Then you'll have to write a patch that does that, because that's Not How It Works. -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 jtilly at yahoo.com Fri Oct 11 17:03:50 2002 From: jtilly at yahoo.com (Jesse E Tilly) Date: Fri, 11 Oct 2002 14:03:50 -0700 (PDT) Subject: [rt-users] Re: RedHat 8.0 In-Reply-To: <20021011204954.65958.qmail@web12903.mail.yahoo.com> Message-ID: <20021011210350.97149.qmail@web20417.mail.yahoo.com> Nope. The Apache 2.0 included in RH8 embeds an incompatible version of mod_perl by default. RT isn't the only project suffering from mod incompatibilities with Apache 2.0. I think RedHat's move to 2.0 was premature. Jesse --- Niranjan Patel wrote: > you mean RT doesn't run with Apache 2.0.40 > Thanks > Niranjan > > --- Rob Hooft wrote: > > Niranjan Patel wrote: > > > Hey I would like to know one thing > > > Does the Redhat 8.0 have a mod_perl installed. > > > Or we need to reinstall the apache like 7.2 > > > I am about to install RT on Redhat8.0 > > > > It's worse: RH8 has apache 2.0.40, so you need to > > install 1.3.27 for RT. > > OTOH, I find that mod_perl is very helpful with > > this. > > > > Rob > > > > -- > > Rob W.W. Hooft || rob at hooft.net || > > http://www.hooft.net/people/rob/ > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.fsck.com > > http://lists.fsck.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at > http://fsck.com/rtfm > > > __________________________________________________ > Do you Yahoo!? > Faith Hill - Exclusive Performances, Videos & More > http://faith.yahoo.com > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at > http://fsck.com/rtfm > > __________________________________________________ Do you Yahoo!? Faith Hill - Exclusive Performances, Videos & More http://faith.yahoo.com From hellhound at geek.be Mon Oct 21 16:00:00 2002 From: hellhound at geek.be (hellhound at geek.be) Date: Mon, 21 Oct 2002 22:00:00 +0200 Subject: [rt-users] IsPassword problem Message-ID: <20021021200000.GD28099@geek.be> I just installed the debian package request-tracker 2.0.14-1 (testing). The problem is that I can't login with the default 'password' password. Although it's set in the database. The curious thing of all, is that, when I add a print "."; before (lib/RT/User.pm, line 581) if ( ($self->__Value('Password') eq '') || ($self->__Value('Password') eq undef) ) { return(undef); } if ($self->__Value('Password') eq crypt($value, $self->__Value('Password'))) { return (1); } ... it works! It logs in, and all.. I get part of the headers, but that's obvious. So on my quest to 'debug' the problem, I couldn't debug, because it works when I'm trying to print some stuff. Can someone explain this to me? Did someone else have the same problem? Or am I just overlooking something.. Apache 1.3.26-1.1 libapache-mod-perl 1.27-2 Perl 5.8.0-13 request-tracker 2.0.14-1 greets From patrickf at linkline.com Mon Oct 21 19:12:09 2002 From: patrickf at linkline.com (Patrick Fish) Date: Mon, 21 Oct 2002 16:12:09 -0700 Subject: [rt-users] Can't do setuid References: <5.1.0.14.2.20021021115442.03423a78@mail.netburner.com> Message-ID: <00ab01c27957$47f242d0$1401a8c0@pwhsnet.com> 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"... -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 > > From pape at inf.fu-berlin.de Tue Oct 29 11:13:22 2002 From: pape at inf.fu-berlin.de (Dirk Pape) Date: Tue, 29 Oct 2002 17:13:22 +0100 Subject: [rt-users] Split Ticket In-Reply-To: <200210291455.JAA11893@frito> References: <200210291455.JAA11893@frito> Message-ID: <2147483647.1035911602@[10.0.255.35]> Hello, I liek to follow-up on this: --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. 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. 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. afterwards, if one of the resolved child ticket's status change again, the parent tickets status should change to open again. How could that be achieved? If anybody has an outline, which is consistent with RT's development, I might have some ressources to contribute. Regards, Dirk From stucki at math.fu-berlin.de Thu Oct 31 12:20:12 2002 From: stucki at math.fu-berlin.de (Chr. v. Stuckrad) Date: Thu, 31 Oct 2002 18:20:12 +0100 Subject: [rt-users] Ticket List Colors In-Reply-To: <5.1.0.14.0.20021031111243.028d2bd0@mail.infotechfl.com> References: <5.1.0.14.0.20021031111243.028d2bd0@mail.infotechfl.com> Message-ID: <20021031172012.GB29152@leibniz.math.fu-berlin.de> On Thu, Oct 31, 2002 at 11:18:43AM -0500, Jeff Hoover wrote: > my $prio = substr(sprintf("%02d",eval("\$Ticket->Priority")),0,1); I do consider this *interesting* (not a wob), but wouldn't it be easier to make a formula space the (any number of) colors equally along the (range of) priorites along the lines of # you'll have t6o find out about these: $m= ; $n= ; $p= ; # and you use this formula: $colorindex=int($p/(($m+1)/$n)) } Just an Idea... 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/