From pdh at snapgear.com Sun Sep 1 21:58:39 2002 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 2 Sep 2002 11:58:39 +1000 Subject: [rt-users] AutoTake and OpenTicket In-Reply-To: <6F532DFDE4E2D6418E739E2494A3696735D881@mailman.chi.navtech.com> References: <6F532DFDE4E2D6418E739E2494A3696735D881@mailman.chi.navtech.com> Message-ID: <20020902015839.GH451@luggage> Ferguson, Kevin wrote: > However, after I installed this patch, I find that the status is now > cycling from new to open and back to new when I reply to a ticket from > the WebUI. This was not happening before. Has anyone seen this before? > Has anyone even tried this combination of scripts before? I could use > some pointers on where to start looking for this problem. Hmm. Looks like I made a similar patch to the one for the owner, and promptly forgot I'd done it. :-) (M B Norton might also be interested in this...) Replace the line in webrt/Ticket/Update.html $DefaultStatus = $Ticket->Status() unless ($DefaultStatus); with unless ($DefaultStatus) { $DefaultStatus = $Ticket->Status(); if ($DefaultStatus eq 'new') { $DefaultStatus= 'open'; } } -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From bent.terp at cgb.ki.se Tue Sep 3 06:29:59 2002 From: bent.terp at cgb.ki.se (Bent Terp) Date: 03 Sep 2002 10:29:59 +0000 Subject: [rt-users] confused about fastcgi, virtual host and subdir Message-ID: <1031048999.8708.31.camel@talisker> Hi! I'm trying to setup an RT site as a subfolder of a virtual host, using fastcgi rather than mod_perl. The main part of httpd.conf contains: LoadModule fastcgi_module /usr/lib/apache/mod_fastcgi.so AddModule mod_fastcgi.c And the section has AddHandler fastcgi-script .fcgi FastCgiServer /opt/rt2/bin/mason_handler.fcgi Alias /helpdesk/NoAuth/images/rt.jpg /opt/rt2/WebRT/html/NoAuth/images/rt.jpg ScriptAlias /helpdesk/ /opt/rt2/bin/mason_handler.fcgi/ But when I try to use it, nothing happens in the browser window, and error_log show the following: [Mon Sep 2 14:34:14 2002] [error] [client 130.237.127.250] FastCGI: comm with server "/opt/rt2/bin/mason_handler.fcgi" aborted: idle timeout Nothing gets written in rt.log Next, I tried using a separate virtual server, with / as the scriptalias instead of /helpdesk/ - same problem. Any ideas what I'm doing wrong? with kind regards, Bent Nagstrup Terp Systemadministrator Center for Genomics and Bioinformatics Karolinska Instituttet Berzelius V?g 35 171 77 Stockholm, Sweden From timwese at voicenet.com Tue Sep 3 16:45:32 2002 From: timwese at voicenet.com (timuel) Date: Tue, 3 Sep 2002 16:45:32 -0400 Subject: [rt-users] where is NotifyOtherRecipients Message-ID: <057c01c2538a$ddb95c60$de0167cf@voicenet.com> Anyone know where I can obtain the NotifyOtherRecipients scripaction? It apparently wasn`t in my normal 2.0.14 install and I can`t find it anywhere in the contrib section... I NEED the Cc: and Bcc: fields working properly in Update.html asap... thanks... -- timuel From pdxguy31 at yahoo.com Tue Sep 3 20:45:36 2002 From: pdxguy31 at yahoo.com (Scott) Date: Tue, 3 Sep 2002 17:45:36 -0700 (PDT) Subject: [rt-users] converting rt 1.0 mysql database SLOW Message-ID: <20020904004536.51166.qmail@web20809.mail.yahoo.com> Hello, We have been running rt 1.0 for a very long time. We have finally decided to make the switch to 2.0. The problem is, we have approx 65,000 records. When we run the import-1.0-to-2.0 script, everything seems fine for awhile.. until about 12,00 records or so. It starts getting really slow.. then really really slow.. at about 22,000 or so, its at a snails pace.. 5 days later we were at 31,000. This is the ONLY thing running on a p4 1.4 scsi FreeBSD system with 512 meg ram. I even tried this on a production server with 768 meg ram (Solaris platform) and had the same problem. I don't think I can wait weeks for this to convert our database. Is there any solution? I have searched the archives for this list and I have not seen any answers. We are using mySQL in case you missed that in the subject line. Thank you! Scott __________________________________________________ Do You Yahoo!? Yahoo! Finance - Get real-time stock quotes http://finance.yahoo.com From gregw-rt-users at greg.cex.ca Tue Sep 3 21:11:03 2002 From: gregw-rt-users at greg.cex.ca (Greg White) Date: Tue, 3 Sep 2002 18:11:03 -0700 Subject: [rt-users] converting rt 1.0 mysql database SLOW In-Reply-To: <20020904004536.51166.qmail@web20809.mail.yahoo.com>; from pdxguy31@yahoo.com on Tue, Sep 03, 2002 at 05:45:36PM -0700 References: <20020904004536.51166.qmail@web20809.mail.yahoo.com> Message-ID: <20020903181103.A68071@greg.cex.ca> On Tue Sep 09/03/02, 2002 at 05:45:36PM -0700, Scott wrote: > Hello, > > We have been running rt 1.0 for a very long time. We > have finally decided to make the switch to 2.0. The > problem is, we have approx 65,000 records. When we > run the import-1.0-to-2.0 script, everything seems > fine for awhile.. until about 12,00 records or so. It > starts getting really slow.. then really really slow.. > at about 22,000 or so, its at a snails pace.. 5 days > later we were at 31,000. This is the ONLY thing > running on a p4 1.4 scsi FreeBSD system with 512 meg > ram. Two suggestions: 1. Find out where it is blocking -- is it disk I/O, memory, network (may not be involved) or just MySQL? If, e.g., 'top' shows low CPU util. and free memory, and the network's not involved, try #2... 2. MySQL seems to me to be a likely culprit. The default configuration was never meant to be beat upon with a 64K record import -- search the archives for high-load MySQL configuration, or use good old Google. HTH, -- Greg White From pdh at snapgear.com Tue Sep 3 22:24:12 2002 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 4 Sep 2002 12:24:12 +1000 Subject: [rt-users] where is NotifyOtherRecipients In-Reply-To: <057c01c2538a$ddb95c60$de0167cf@voicenet.com> References: <057c01c2538a$ddb95c60$de0167cf@voicenet.com> Message-ID: <20020904022412.GA2408@luggage> timuel wrote: > Anyone know where I can obtain the NotifyOtherRecipients scripaction? It > apparently wasn`t in my normal 2.0.14 install and I can`t find it anywhere in > the contrib section... I NEED the Cc: and Bcc: fields working properly in > Update.html asap... Did you upgrade from an earlier release without running insertdata? -- 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 adrian at creative.net.au Wed Sep 4 03:00:38 2002 From: adrian at creative.net.au (Adrian Chadd) Date: Wed, 4 Sep 2002 15:00:38 +0800 Subject: [rt-users] Undefined subroutine CGI::upload, revisited Message-ID: <20020904070038.GA89782@ewok.creative.net.au> Hey, I'm suffering from the "Undefined subroutine CGI::upload" issue. I found http://lists.fsck.com/pipermail/rt-users/2001-November/005314.html, which indicates CGI.pm is too old. Whats "Too old" ? Nothing complained when doing a make testdeps.. adrian -- Adrian Chadd " i WAS a lesbian.....but now i love everyone :P" From rt at netthink.co.uk Wed Sep 4 04:20:35 2002 From: rt at netthink.co.uk (Simon Cozens) Date: Wed, 4 Sep 2002 09:20:35 +0100 Subject: [rt-users] Undefined subroutine CGI::upload, revisited In-Reply-To: <20020904070038.GA89782@ewok.creative.net.au> References: <20020904070038.GA89782@ewok.creative.net.au> Message-ID: <20020904082035.GA25845@netthink.co.uk> Adrian Chadd: > Hey, Hey Adrian, long time no mail, etc. > indicates CGI.pm is too old. Whats "Too old" ? Um, whatever it is that you're running. :) > Nothing complained when > doing a make testdeps.. I run 2.77 at work and 2.81 at home, and they both work fine. grepping CPAN suggests it was introduced in 2.45 Simon -- lathos: nothing can make up for the middle class dinner party couple sex ARSE of Sade From eichhorn at ponton-consulting.de Wed Sep 4 14:09:48 2002 From: eichhorn at ponton-consulting.de (=?ISO-8859-1?Q?J=F6rg_Eichhorn?=) Date: Wed, 04 Sep 2002 20:09:48 +0200 Subject: [rt-users] Change owner of a ticket from other users Message-ID: <3D764C6C.9020603@ponton-consulting.de> Hello, is it possible to give a user the right to change the owner of a ticket to someone else, when the user is not the current owner of the ticket ? Thanks for help. J?rg Eichhorn From B.Solarz-Niesluchowski at wsisiz.edu.pl Wed Sep 4 14:24:58 2002 From: B.Solarz-Niesluchowski at wsisiz.edu.pl (Bartlomiej Solarz-Niesluchowski) Date: Wed, 04 Sep 2002 20:24:58 +0200 Subject: [rt-users] Change owner of a ticket from other users In-Reply-To: <3D764C6C.9020603@ponton-consulting.de> Message-ID: <5.1.1.6.0.20020904202410.03218860@oceanic.wsisiz.edu.pl> At 20:09 2002-09-04, J?rg Eichhorn wrote: >Hello, > >is it possible to give a user the right to change the owner of a ticket to >someone else, when the user is not the current owner of the ticket ? You can make -> "steal" ticket and then reassing to somebody.... >Thanks for help. -- Bartlomiej Solarz-Niesluchowski, Administrator WSISiZ e-mail: B.Solarz-Niesluchowski at wsisiz.edu.pl From HGororo at chartercom.com Wed Sep 4 15:36:39 2002 From: HGororo at chartercom.com (Gororo, Hillary) Date: Wed, 4 Sep 2002 14:36:39 -0500 Subject: [rt-users] RE: RT2 Severe Speed and Performance Problems - HELP - Urgent Message-ID: <4092060A7FC62441998AD28465E707E1074F3234@STL02MEXC11.corp.chartercom.com> Hi Everyone, I have been running RT2 for some time but I am still pretty much a beginner. In the beginning it ran fine but over the last month it is very very slow, to non-responsive. Using the TOP utility I have been able to pinpoint serious memory leakage with my httpd processes. Some specifics I have apache 1.3.26 and mod_perl 1.26 installed. My MaxRequestsPerChild is set to 30. I am running on solaris 8 , 18GBHD and 512MB RAM Raw sql data access is fast. Commandline interface seems fine. I have no customized scripts running on this server yet. MySQL is a default install per RT2 install documentation. I have approx. 25,000 tickets in RT2. RT- mailgate also seems fine. Please help. MY httpd processes start creep from 20M to approx 160M Thank for all your help Hillary "The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from all computers." -------------- next part -------------- An HTML attachment was scrubbed... URL: From jorge.varela at aspix.com.br Wed Sep 4 17:33:42 2002 From: jorge.varela at aspix.com.br (Jorge Soares Varela - ASPIX) Date: Wed, 04 Sep 2002 18:33:42 -0300 Subject: [rt-users] Conditions Message-ID: <3D767C36.30605@aspix.com.br> Is there a condition like "OnOwnerChange" ? Thanks a lot . Jorge Varela From pdxguy31 at yahoo.com Wed Sep 4 17:51:27 2002 From: pdxguy31 at yahoo.com (Scott) Date: Wed, 4 Sep 2002 14:51:27 -0700 (PDT) Subject: [rt-users] converting rt 1.0 mysql database SLOW In-Reply-To: <20020903181103.A68071@greg.cex.ca> Message-ID: <20020904215127.812.qmail@web20806.mail.yahoo.com> Greg, Top shows that perl is using 97.6% CPU. Nothing else is even close. Any ideas? Thanks! --- Greg White wrote: > On Tue Sep 09/03/02, 2002 at 05:45:36PM -0700, Scott > wrote: > > Hello, > > > > We have been running rt 1.0 for a very long time. > We > > have finally decided to make the switch to 2.0. > The > > problem is, we have approx 65,000 records. When > we > > run the import-1.0-to-2.0 script, everything seems > > fine for awhile.. until about 12,00 records or so. > It > > starts getting really slow.. then really really > slow.. > > at about 22,000 or so, its at a snails pace.. 5 > days > > later we were at 31,000. This is the ONLY thing > > running on a p4 1.4 scsi FreeBSD system with 512 > meg > > ram. > > Two suggestions: > > 1. Find out where it is blocking -- is it disk I/O, > memory, network (may > not be involved) or just MySQL? If, e.g., 'top' > shows low CPU util. and > free memory, and the network's not involved, try > #2... > > 2. MySQL seems to me to be a likely culprit. The > default configuration > was never meant to be beat upon with a 64K record > import -- search the > archives for high-load MySQL configuration, or use > good old Google. > > HTH, > > -- > Greg White > _______________________________________________ > 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!? Yahoo! Finance - Get real-time stock quotes http://finance.yahoo.com From cgilmore at tivoli.com Wed Sep 4 17:59:26 2002 From: cgilmore at tivoli.com (Christian Gilmore) Date: Wed, 4 Sep 2002 16:59:26 -0500 Subject: [rt-users] Conditions In-Reply-To: <3D767C36.30605@aspix.com.br> Message-ID: <001501c2545e$56c33d50$69285492@tivoli.com> Yep. See the RT contrib section on the web site: http://www.fsck.com/pub/rt/contrib/2.0/OwnerChange/. Thanks, Christian ----------------- Christian Gilmore Technology Leader GeT WW Global Applications Development IBM Software Group > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jorge > Soares Varela - > ASPIX > Sent: Wednesday, September 04, 2002 4:34 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] Conditions > > > Is there a condition like "OnOwnerChange" ? > > Thanks a lot . > > > Jorge Varela > > > _______________________________________________ > 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 benb at theriver.com Wed Sep 4 18:02:04 2002 From: benb at theriver.com (Ben Browning) Date: Wed, 04 Sep 2002 15:02:04 -0700 Subject: [rt-users] Change owner of a ticket from other users In-Reply-To: <5.1.1.6.0.20020904202410.03218860@oceanic.wsisiz.edu.pl> References: <3D764C6C.9020603@ponton-consulting.de> Message-ID: <5.1.0.14.2.20020904145634.01e22770@mail.oz.net> At 11:24 AM 9/4/2002, Bartlomiej Solarz-Niesluchowski wrote: >At 20:09 2002-09-04, J?rg Eichhorn wrote: >>Hello, >> >>is it possible to give a user the right to change the owner of a ticket >>to someone else, when the user is not the current owner of the ticket ? > >You can make -> "steal" ticket and then reassing to somebody.... Alternately, on the search page one can select "Update all of these tickets at once", leave just the ticket in question checked, Change Owner and Force Change. This is much easier with my tiny RT hack... a "Some of these tickets" option. The condensed version of this hack is to copy the Bulk.html file to Some.html and then institute the following changes: [root at requests Search]# diff Some.html Bulk.html 37c37 < --- > [root at requests Search]# grep -n some Listing.html 55:Update [some/all] of these tickets at once HTH! ~Ben --- Ben Browning The River Internet Access Co. Network Operations 1-877-88-RIVER http://www.theriver.com From pdh at snapgear.com Wed Sep 4 18:29:17 2002 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 5 Sep 2002 08:29:17 +1000 Subject: [rt-users] converting rt 1.0 mysql database SLOW In-Reply-To: <20020904215127.812.qmail@web20806.mail.yahoo.com> References: <20020903181103.A68071@greg.cex.ca> <20020904215127.812.qmail@web20806.mail.yahoo.com> Message-ID: <20020904222917.GA462@luggage> Scott wrote: > Top shows that perl is using 97.6% CPU. Nothing else > is even close. Any ideas? Try throwing some debugging statements into the MigrateTickets function to see which code is running slowly. Repeat as needed for such things as MigrateTransactions. -- 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 mark.a.swayne at xo.com Wed Sep 4 19:44:35 2002 From: mark.a.swayne at xo.com (Swayne, Mark A) Date: Wed, 4 Sep 2002 18:44:35 -0500 Subject: [rt-users] RE: RT2 Severe Speed and Performance Problems - HE LP - Urgent Message-ID: <45EDA71CFF25D411A2E400508B6FC52A05E66507@orportexch1.internal.nextlink.net> What version of Mason are you using? Versions 1.10 and 1.11 have a memory leak bug that was fixed in 1.12. See the Mason FAQ section on memory leaks for more info: http://www.masonhq.com/docs/faq/ -----Original Message----- From: Gororo, Hillary [mailto:HGororo at chartercom.com] Sent: Wednesday, September 04, 2002 12:37 PM To: rt-users at lists.fsck.com Cc: 'Nathan Evans' Subject: [rt-users] RE: RT2 Severe Speed and Performance Problems - HELP - Urgent Importance: High Hi Everyone, I have been running RT2 for some time but I am still pretty much a beginner. In the beginning it ran fine but over the last month it is very very slow, to non-responsive. Using the TOP utility I have been able to pinpoint serious memory leakage with my httpd processes. Some specifics I have apache 1.3.26 and mod_perl 1.26 installed. My MaxRequestsPerChild is set to 30. I am running on solaris 8 , 18GBHD and 512MB RAM Raw sql data access is fast. Commandline interface seems fine. I have no customized scripts running on this server yet. MySQL is a default install per RT2 install documentation. I have approx. 25,000 tickets in RT2. RT- mailgate also seems fine. Please help. MY httpd processes start creep from 20M to approx 160M Thank for all your help Hillary "The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from all computers." -------------- next part -------------- An HTML attachment was scrubbed... URL: From adrian at creative.net.au Wed Sep 4 20:56:26 2002 From: adrian at creative.net.au (Adrian Chadd) Date: Thu, 5 Sep 2002 08:56:26 +0800 Subject: [rt-users] Undefined subroutine CGI::upload, revisited In-Reply-To: <20020904082035.GA25845@netthink.co.uk> References: <20020904070038.GA89782@ewok.creative.net.au> <20020904082035.GA25845@netthink.co.uk> Message-ID: <20020905005626.GD89782@ewok.creative.net.au> On Wed, Sep 04, 2002, Simon Cozens wrote: > Adrian Chadd: > > Hey, > > Hey Adrian, long time no mail, etc. Yeah, ask me about it privately. :) > > indicates CGI.pm is too old. Whats "Too old" ? > > Um, whatever it is that you're running. :) $CGI::VERSION='2.46'; > > Nothing complained when > > doing a make testdeps.. > > I run 2.77 at work and 2.81 at home, and they both work fine. > grepping CPAN suggests it was introduced in 2.45 Hm. Well, FreeBSD-4.6.1 is running 5.00503. I'm dead sure I've updated the CGI via CPAN.. oh .. Removing previously used /root/.cpan/build/CGI.pm-2.81 CPAN.pm: Going to build L/LD/LDS/CGI.pm-2.81.tar.gz Can't locate 5.60 in @INC (@INC contains: /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503 /usr/local/lib/perl5/site_perl/5.005/i386-freebsd /usr/local/lib/perl5/site_perl/5.005 .) at Makefile.PL line 2. Hmm. Any suggestions? Adrian -- Adrian Chadd " i WAS a lesbian.....but now i love everyone :P" From mmoorcroft at mail.arc.nasa.gov Wed Sep 4 21:24:20 2002 From: mmoorcroft at mail.arc.nasa.gov (Mark Moorcroft) Date: Wed, 4 Sep 2002 18:24:20 -0700 Subject: [rt-users] Change Log? Message-ID: Is there a document somewhere that details the major differences between the release build and the 2.1.x branch? Now that I finally got 2.0.x mostly working I looked at 2.1.33 today. At first glance it looks very similar except for being much harder to read. Of course I only looked at it with IE so far. Also, can anyone tell me how they have gone about integrating Jesse's report generation examples into their site? Linked off one of the existing areas? As provided I have not looked at what authentication is required and if it falls under one of the existing authorization categories. Even as simple as it is, it may suite our needs for manager reports in the short term :-) --MM -- Mark Moorcroft ELORET Corp. 650-604-4784 (32) mailto:mmoorcroft at mail.arc.nasa.gov From jesse at bestpractical.com Wed Sep 4 21:48:35 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 4 Sep 2002 21:48:35 -0400 Subject: [rt-users] Change Log? In-Reply-To: References: Message-ID: <20020905014835.GG8563@fsck.com> On Wed, Sep 04, 2002 at 06:24:20PM -0700, Mark Moorcroft wrote: > > Is there a document somewhere that details the major differences > between the release build and the 2.1.x branch? Now that I finally > got 2.0.x mostly working I looked at 2.1.33 today. At first glance it > looks very similar except for being much harder to read. Of course I > only looked at it with IE so far. A list of major changes will probably happen around beta 1, when things stop changing so much. Incidentally, what's harder to read about 2.1.x? (If possible, please follow up to rt-devel, instead of rt-users) Best, jesse -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From hwagener at hamburg.fcb.com Thu Sep 5 10:27:38 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Thu, 05 Sep 2002 10:27:38 -0400 Subject: [rt-users] Possible timing problem on ticket creation (Was: Re: [patch] [rt-users] SelfService interface probs) References: <20020812161818.A16993@homer.digitalwest.net> <1030024556.15583.51.camel@debian> Message-ID: <3D7769DA.6020503@hamburg.fcb.com> Robie Basak wrote: > On Tue, 2002-08-13 at 00:18, Josh Richards wrote: > [snip] > Please ignore everything else I've said on the subject; that was > speculation, now I delved into the code I fixed it :) > > It is a bug, and this fix is a bit of a hack; the RT interface should > really be able to deal with the fact that the user now does have > permission because the new ticket has him as a requestor. I seem to hit a similar problem when having a queue with the scrip OnCreate NotifyOwner with Transaction while creating the ticket using the WEB UI. This is with rt 2.0.13. Is it fixed in 2.0.14? Has anybody ever looked into this? Regards, Harald -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From robie at principle.co.uk Thu Sep 5 05:13:57 2002 From: robie at principle.co.uk (Robie Basak) Date: 05 Sep 2002 10:13:57 +0100 Subject: [rt-users] Possible timing problem on ticket creation (Was: Re: [patch] [rt-users] SelfService interface probs) In-Reply-To: <3D7769DA.6020503@hamburg.fcb.com> References: <20020812161818.A16993@homer.digitalwest.net> <1030024556.15583.51.camel@debian> <3D7769DA.6020503@hamburg.fcb.com> Message-ID: <1031217238.29281.37.camel@debian> On Thu, 2002-09-05 at 15:27, Harald Wagener wrote: > I seem to hit a similar problem when having a queue with the scrip > > OnCreate NotifyOwner with Transaction I don't quite see why this should affect anything; the ticket isn't being changed by the scrip at all. Have you tried removing the scrip to see if the problem still occurs? [...] Robie. From stefan.scherer at sealsystems.de Thu Sep 5 05:30:33 2002 From: stefan.scherer at sealsystems.de (Stefan Scherer) Date: Thu, 05 Sep 2002 11:30:33 +0200 Subject: [rt-users] patch to show keyword selection in two columns for new tickets Message-ID: <3D772439.FB312CD@sealsystems.de> For one queue we use five keywords. When creating a new ticket for this queue you always have to scroll down, because all keywords are shown in a table with one column. If've modified the Create.html to fill the keyword selection into two columns. Now our keyword lists fit into one screen. *** Create.html 2002/09/05 09:18:43 1.2 --- Create.html 2002/09/05 09:28:44 *************** Describe the issue below:
*** 117,125 **** --- 117,131 ---- title => "Keyword Selections", color => "#993300" &> + % my $i; % while ( my $KeywordSelect = $KeywordSelects->Next ) { + % $i++; % my $Descendents = $KeywordSelect->KeywordObj->Descendents; + % if ($i % 2) { + % } else { + % } + % } + % if ($i % 2) { + % }
+ % } else { + + % } <% $KeywordSelect->Name %> + % if ($i % 2) { +
 
Bye, Stefan -- Stefan Scherer SEAL Systems Tel. : +49 (0) 9195-926-128 Lohmuehlweg 4 Fax : +49 (0) 9195-1739 D-91341 Roettenbach MailTo:stefan.scherer at sealsystems.de Germany WWW : http://www.sealsystems.de From hwagener at hamburg.fcb.com Thu Sep 5 12:00:53 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Thu, 05 Sep 2002 12:00:53 -0400 Subject: [rt-users] Possible timing problem on ticket creation (Was: Re: [patch] [rt-users] SelfService interface probs) References: <20020812161818.A16993@homer.digitalwest.net> <1030024556.15583.51.camel@debian> <3D7769DA.6020503@hamburg.fcb.com> <1031217238.29281.37.camel@debian> Message-ID: <3D777FB5.6020608@hamburg.fcb.com> Robie Basak wrote: > On Thu, 2002-09-05 at 15:27, Harald Wagener wrote: > > >>I seem to hit a similar problem when having a queue with the scrip >> >>OnCreate NotifyOwner with Transaction > > > I don't quite see why this should affect anything; the ticket isn't > being changed by the scrip at all. > > Have you tried removing the scrip to see if the problem still occurs? Hello Robie, thanks for the quick answer - but my mail was incomplete (the dangers of writing more than one mail at a time....). Want I wanted to say is that the Owner doesn't get notified despite the script above. Anybody hit _that_ problem? Regards, Harald -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From IPTunnel at cariaccess.com Thu Sep 5 10:27:54 2002 From: IPTunnel at cariaccess.com (IPTunnel) Date: Thu, 05 Sep 2002 10:27:54 -0400 Subject: [rt-users] changing the rt name References: <20020812161818.A16993@homer.digitalwest.net> <1030024556.15583.51.camel@debian> <3D7769DA.6020503@hamburg.fcb.com> <1031217238.29281.37.camel@debian> <3D777FB5.6020608@hamburg.fcb.com> Message-ID: <3D7769EA.4090305@cariaccess.com> i have rt up and running with about 500 tickets in already ..however i would like to change the [XXXXXXXXXX #177] to [ yyyyyyyyyyyyy #177] for example ...so i changed the rtname in the config.pl file but it only uses the new name when tickets are created through email when tickets are created from the web interface it still shows the old name and when tickets are resolved it shows the old name ...does anyone have any ideas on how to fix this? From stefan.scherer at sealsystems.de Thu Sep 5 10:44:25 2002 From: stefan.scherer at sealsystems.de (Stefan Scherer) Date: Thu, 05 Sep 2002 16:44:25 +0200 Subject: [rt-users] changing the rt name References: <20020812161818.A16993@homer.digitalwest.net> <1030024556.15583.51.camel@debian> <3D7769DA.6020503@hamburg.fcb.com> <1031217238.29281.37.camel@debian> <3D777FB5.6020608@hamburg.fcb.com> <3D7769EA.4090305@cariaccess.com> Message-ID: <3D776DC9.73670588@sealsystems.de> I've also changed the rtname today and it worked fine. I've changed etc/config.pm -> rtname entry, then I stopped and restarted the apache web server. From purp at acm.org Thu Sep 5 10:49:09 2002 From: purp at acm.org (Jim Meyer) Date: 05 Sep 2002 07:49:09 -0700 Subject: [rt-users] changing the rt name In-Reply-To: <3D7769EA.4090305@cariaccess.com> References: <20020812161818.A16993@homer.digitalwest.net> <1030024556.15583.51.camel@deb ian> <3D7769DA.6020503@hamburg.fcb.com> <1031217238.29281.37.camel@debian> <3D777FB5.6020608@hamburg.fcb.com> <3D7769EA.4090305@cariaccess.com> Message-ID: <1031237350.8368.659.camel@wug.selequa.com> On Thu, 2002-09-05 at 07:27, IPTunnel wrote: > > i have rt up and running with about 500 tickets in already ..however i > would like to change the [XXXXXXXXXX #177] to [ yyyyyyyyyyyyy #177] for > example ...so i changed the rtname in the config.pl file but it only > uses the new name when tickets are created through email when tickets > are created from the web interface it still shows the old name and when > tickets are resolved it shows the old name ...does anyone have any ideas > on how to fix this? Restart your webserver. That'll reload the config file. =] Cheers! --j -- Jim Meyer, Geek At Large purp at acm.org From fox-rt_users at vulpes.net Thu Sep 5 13:48:37 2002 From: fox-rt_users at vulpes.net (Jeremy Doran) Date: 05 Sep 2002 10:48:37 -0700 Subject: [rt-users] 'Queue managers' assigning tickets to other people Message-ID: <1031248131.26282.9.camel@pictus.engr.nominum.com> We just ran into this problem. Some of the queues that we have are used for defect tracking and QA purposes. We have a manager that needs to take a ticket that someone else owns and assign it to a 'QA' pseudo-user (which we needed because of the present limitations with only the provided Status fields). However, when he tried to do this, even though he had AdminQueue rights, he got the message: You can only reassign tickets that you own or that are unowned I made a change in lib/RT/Ticket.pm that will allow this to happen if the user has AdminQueue rights, but I was wondering what the reason for this limitation was, or if it was known, and if there's a better way that we should go about this. I know that it would be possible for him to do it by 'Steal'ing the ticket from the user who currently owns it, then reassigning it, but that seems to be one step more than it should be. Regards, -- J Doran From HGororo at chartercom.com Thu Sep 5 15:48:54 2002 From: HGororo at chartercom.com (Gororo, Hillary) Date: Thu, 5 Sep 2002 14:48:54 -0500 Subject: [rt-users] RE: RT2 MySQL daemon CPU Load over 95% Message-ID: <4092060A7FC62441998AD28465E707E1074F3243@STL02MEXC11.corp.chartercom.com> 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 I have approx 25,000 tickets and 12 Queue's in total. recently we have also been experiencing memory leaks via httpd processes. I have MinSpareServers 5 MaxSpareServers 20 StartServers 5 MaxClients 150 MaxRequestsPerChild 30 I am using RT 2.0.13. Please help!!!! Thanks Hillary "The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from all computers." -------------- next part -------------- An HTML attachment was scrubbed... URL: From mhershey at mhpcc.edu Thu Sep 5 20:25:15 2002 From: mhershey at mhpcc.edu (Michele Hershey) Date: Thu, 05 Sep 2002 14:25:15 -1000 Subject: [rt-users] OnResolve Condition Message-ID: <3D77F5EA.B00A4810@mhpcc.edu> I would like to create an EXACT duplicate of this except with a different status value. I've looked and I've failed, mods are so easy when you have an example. Where is the OnResolve condition perl snippet kept? thx, Michele -------------- next part -------------- A non-text attachment was scrubbed... Name: mhershey.vcf Type: text/x-vcard Size: 237 bytes Desc: Card for Michele Hershey URL: From justin at internode.com.au Thu Sep 5 22:02:59 2002 From: justin at internode.com.au (Justin Hawkins) Date: 06 Sep 2002 11:32:59 +0930 Subject: [rt-users] Undefined subroutine CGI::upload, revisited In-Reply-To: <20020905005626.GD89782@ewok.creative.net.au> References: <20020904070038.GA89782@ewok.creative.net.au> <20020904082035.GA25845@netthink.co.uk> <20020905005626.GD89782@ewok.creative.net.au> Message-ID: <874rd3euy4.fsf@weasel.internode.com.au> Adrian Chadd writes: > Hm. Well, FreeBSD-4.6.1 is running 5.00503. I'm dead sure I've updated the > CGI via CPAN.. oh .. > > Removing previously used /root/.cpan/build/CGI.pm-2.81 > > CPAN.pm: Going to build L/LD/LDS/CGI.pm-2.81.tar.gz > > Can't locate 5.60 in @INC (@INC contains: /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503 /usr/local/lib/perl5/site_perl/5.005/i386-freebsd /usr/local/lib/perl5/site_perl/5.005 .) at Makefile.PL line 2. > > Hmm. Any suggestions? Yes. CGI is one of the few I had to upgrade manually on my FreeBSD system. When I say manually, I mean copying the CGI.pm from the latest distribution over the top of the system one. For reasons that I do not recall, doing a proper 'perl Makefile.PL && make && make install' did not work. Probably something very similar to what happened to you up there :-) The other option is to upgrade your system perl via the ports. See http://www.perlmonks.org/index.pl?node_id=192255 for a mass of useful information on that path. It is however a large step to do on a production machine. - Justin -- Justin Hawkins Internode Professional Access From mhershey at mhpcc.edu Thu Sep 5 22:55:30 2002 From: mhershey at mhpcc.edu (Michele Hershey) Date: Thu, 05 Sep 2002 16:55:30 -1000 Subject: [rt-users] SQL Reports - Keywords Message-ID: <3D781922.29E8DE05@mhpcc.edu> 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 -------------- 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 pdxguy31 at yahoo.com Fri Sep 6 01:56:59 2002 From: pdxguy31 at yahoo.com (Scott) Date: Thu, 5 Sep 2002 22:56:59 -0700 (PDT) Subject: [rt-users] converting rt 1.0 mysql database SLOW In-Reply-To: <20020904222917.GA462@luggage> Message-ID: <20020906055659.68763.qmail@web20802.mail.yahoo.com> Hi Phil, Thanks for the suggestion. The problem is that I am not a perl techie. We just need to import some records ;-). Has anyone else upgraded 1.0 to 2.0 with 60,000 or so records? I think the upgrade script is definetly the problem, but I don't know how to write a new one. Are there any other upgrade scripts? Thanks! --- Phil Homewood wrote: > Scott wrote: > > Top shows that perl is using 97.6% CPU. Nothing > else > > is even close. Any ideas? > > Try throwing some debugging statements into the > MigrateTickets > function to see which code is running slowly. Repeat > as needed > for such things as MigrateTransactions. > -- > 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!? Yahoo! Finance - Get real-time stock quotes http://finance.yahoo.com From smylers at gbdirect.co.uk Fri Sep 6 04:09:03 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Fri, 6 Sep 2002 09:09:03 +0100 (BST) Subject: [rt-users] OnResolve Condition Message-ID: Michele Hershey wrote: > I would like to create an EXACT duplicate of this except with a > different status value. I've looked and I've failed, mods are so easy > when you have an example. > > Where is the OnResolve condition perl snippet kept? In the ScripConditions table in the database: mysql> SELECT * FROM ScripConditions WHERE Name = 'OnResolve'\G *************************** 1. row *************************** id: 6 Name: OnResolve Description: Whenever a ticket is resolved. ExecModule: StatusChange Argument: resolved ApplicableTransTypes: Status Creator: 1 Created: 2002-02-15 10:59:04 LastUpdatedBy: 1 LastUpdated: 2002-02-15 10:59:04 The ExecModule field shows that it uses RT::Action::StatusChange. PS: Sorry for breaking threading; I inadvertently deleted Michele's message so copied and pasted it from the web archive. Smylers -- GBdirect http://www.gbdirect.co.uk/ From shussey at berklee.edu Fri Sep 6 11:31:10 2002 From: shussey at berklee.edu (Sean Hussey) Date: Fri, 6 Sep 2002 11:31:10 -0400 Subject: [rt-users] Post-installation run problems w/rt and Apache::Cookie Message-ID: Hi all, I'm having some installation issues and was wondering if any of y'all could lend a hand. I've got rt installed, but when I try to start Apache, I get these 2 errors: ------------------------------------------ [Fri Sep 6 11:23:27 2002] [error] Can't load '/usr/local/lib/perl5/site_perl/5.8.0/i686-linux/auto/Apache/Cookie/ Cookie.so' for module Apache::Cookie: libapreq.so.1: cannot open shared object file: No such file or directory at /usr/local/lib/perl5/5.8.0/i686-linux/DynaLoader.pm line 229. at /usr/local/lib/perl5/site_perl/5.8.0/i686-linux/mod_perl.pm line 14 Compilation failed in require at /opt/rt2/bin/webmux.pl line 80. BEGIN failed--compilation aborted at /opt/rt2/bin/webmux.pl line 80. Compilation failed in require at (eval 6) line 1. Syntax error on line 986 of /usr/local/apache/conf/httpd.conf: Can't load '/usr/local/lib/perl5/site_perl/5.8.0/i686-linux/auto/Apache/Cookie/ Cookie.so' for module Apache::Cookie: libapreq.so.1: cannot open shared object file: No such file or directory at /usr/local/lib/perl5/5.8.0/i686-linux/DynaLoader.pm line 229. at /usr/local/lib/perl5/site_perl/5.8.0/i686-linux/mod_perl.pm line 14 Compilation failed in require at /opt/rt2/bin/webmux.pl line 80. BEGIN failed--compilation aborted at /opt/rt2/bin/webmux.pl line 80. Compilation failed in require at (eval 6) line 1. /usr/local/apache/bin/apachectl start: httpd could not be started ------------------------------------------ During installation, all of the modules installed without a hitch. Everything is there, including Apache::Cookie: % ls -l /usr/local/lib/perl5/site_perl/5.8.0/i686-linux/auto/Apache/Cookie/ Cookie.so -r-xr-xr-x 1 root root 17058 Sep 5 15:40 /usr/local/lib/perl5/site_perl/5.8.0/i686-linux/auto/Apache/Cookie/ Cookie.so I'm not sure where to go from here. Reinstalling didn't do anything, mod_perl was compiled with everything, and Apache itself was recompiled and works fine without the rt directives. What could be causing this error? Thanks very much, Sean From Millard.Matt at principal.com Fri Sep 6 12:38:06 2002 From: Millard.Matt at principal.com (Millard, Matt) Date: Fri, 6 Sep 2002 11:38:06 -0500 Subject: [rt-users] web form for submitting tickets Message-ID: <6201DF063335254BA0D6AA7053D1011701772151@pfgdsmmbx006.principalusa.corp.principal.com> I'm sure this has been brought up in the past (I did search the mailing list, but didn't really come up with much), but I need to come up with a web form for submitting tickets. Does anyone who's done this before have any recommendations and examples that a newbie could look at. What is the best way to handle this? I am not going to be able to give each user a login to the website, so this is the next best solution I could come up with. I'm trying to get our RT2 installation ready to go live hear shortly and would appreciate any help or examples to look at. Matt Matt Millard Principal Financial Group Des Moines, IA IS Server Administration Team From spv at gospelcom.net Fri Sep 6 13:16:12 2002 From: spv at gospelcom.net (Sherrill (Pei-chih) Verbrugge) Date: Fri, 6 Sep 2002 13:16:12 -0400 (EDT) Subject: [rt-users] CC parsing Q? Message-ID: Hi, I enable CC parsing in config.pm. I notice that CC email addresses are parsed correctly only when the ticket is created. If during the email thread, new email address is used in the CC field using the email client when sending out the email, it will not be parsed and stored in the CC field under the People section at the web interface. Have you experienced the same thing? I use rt-2-0-14. Any ideas? Thanks. Sherrill ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Sherrill (Pei-chih) Verbrugge http://www.gospelcom.net http://bible.gospelcom.net ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ "The fear of the Lord is the beginning of knowledge" - Proverbs 1:7 From darren at boston.com Fri Sep 6 13:43:10 2002 From: darren at boston.com (darren chamberlain) Date: Fri, 6 Sep 2002 13:43:10 -0400 Subject: [rt-users] CC parsing Q? In-Reply-To: References: Message-ID: <20020906174310.GH11232@boston.com> * Sherrill (Pei-chih) Verbrugge [2002-09-06 13:18]: > I enable CC parsing in config.pm. I notice that CC email addresses are > parsed correctly only when the ticket is created. If during the email > thread, new email address is used in the CC field using the email client > when sending out the email, it will not be parsed and stored in the CC > field under the People section at the web interface. Not a bug, but how rt-mailgate is setup. The function ParseCcAddressesFromHead, which does the actual parsing of addresses from the header, is only called if rt-mailgate was unable to determine a ticket id. This patch might do it (untested, though); it adds another call to ParseCcAddressesFromHead, and calls AddWatcher for each thing it finds. Unfortunately, it had to be added twice, but hey, this is a 5 minute hack... (darren) $ diff -cdw rt-mailgate.orig rt-mailgate *** rt-mailgate.orig Fri Sep 6 13:35:56 2002 --- rt-mailgate Fri Sep 6 13:42:37 2002 *************** *** 300,305 **** --- 300,314 ---- MIMEObj => $entity ); } + + if ($RT::ParseNewMessageForTicketCcs) { + my @Cc = ParseCcAddressesFromHead(Head => $head, + CurrentUser => $CurrentUser, + QueueObj => $QueueObj ); + for my $Cc (@Cc) { + $Ticket->AddWatcher($Cc); + } + } } # If the message is correspondence, add it to the ticket *************** *** 318,323 **** --- 327,341 ---- MIMEObj => $entity ); } + + if ($RT::ParseNewMessageForTicketCcs) { + my @Cc = ParseCcAddressesFromHead(Head => $head, + CurrentUser => $CurrentUser, + QueueObj => $QueueObj ); + for my $Cc (@Cc) { + $Ticket->AddWatcher($Cc); + } + } } else { -- Don't be ashamed to say what you are not ashamed to think. From jesse at bestpractical.com Fri Sep 6 14:10:18 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 6 Sep 2002 14:10:18 -0400 Subject: [rt-users] CC parsing Q? In-Reply-To: <20020906174310.GH11232@boston.com> References: <20020906174310.GH11232@boston.com> Message-ID: <20020906181018.GV8563@fsck.com> On Fri, Sep 06, 2002 at 01:43:10PM -0400, darren chamberlain wrote: > * Sherrill (Pei-chih) Verbrugge [2002-09-06 13:18]: > > I enable CC parsing in config.pm. I notice that CC email addresses are > > parsed correctly only when the ticket is created. If during the email > > thread, new email address is used in the CC field using the email client > > when sending out the email, it will not be parsed and stored in the CC > > field under the People section at the web interface. > Not a bug, but how rt-mailgate is setup. As a word of warning, it's this way by design. If it were set up such that you could be added as a Cc just by ccing yourself on a ticket update, the system would be open to an attack which let random third parties grant themselves "Cc" role rights to a ticket. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From dmmooney at earthlink.net Fri Sep 6 14:52:36 2002 From: dmmooney at earthlink.net (dmmooney at earthlink.net) Date: Fri, 06 Sep 2002 11:52:36 -0700 Subject: [rt-users] can't connect to mysql.sock? Message-ID: Apache & Mysql both _appear_ to be running fine. However, whenever I attempt to connect to the webui, I get this message: DBI->connect(dbname=rt2;host=localhost) failed: Can't connect to local MySQL server through socket '/usr/local/mysql/var/mysql.sock' (13) at /usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 117 [Fri Sep 6 13:36:32 2002] [error] Connect Failed Can't connect to local MySQL server through socket '/usr/local/mysql/var/mysql.soc k' (13) at /opt/rt/rt2/lib/RT.pm line 27 [sorry if this comes in a bit scrambled - I'm on a webmail interface and it looks ugly] Any ideas? If more input [config files, file permissions, etc.] needed, please let me know! Best regards, Drew M. Mooney From dmmooney at earthlink.net Fri Sep 6 14:58:52 2002 From: dmmooney at earthlink.net ( Drew Mooney) Date: Fri, 06 Sep 2002 11:58:52 -0700 Subject: [rt-users] Re: can't connect to mysql.sock? Message-ID: Further to this - I AM able to connect to mysql via the command line as user 'rtadm' [the rt user and group name at my site]. Which 'user' is trying to connect to mysql via the apache DBI? On Fri, 06 Sep 2002 11:52:36 -0700 dmmooney at earthlink.net wrote: Apache & Mysql both _appear_ to be running fine. However, whenever I attempt to connect to the webui, I get this message: DBI->connect(dbname=rt2;host=localhost) failed: Can't connect to local MySQL server through socket '/usr/local/mysql/var/mysql.sock' (13) at /usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 117 [Fri Sep 6 13:36:32 2002] [error] Connect Failed Can't connect to local MySQL server through socket '/usr/local/mysql/var/mysql.soc k' (13) at /opt/rt/rt2/lib/RT.pm line 27 [sorry if this comes in a bit scrambled - I'm on a webmail interface and it looks ugly] Any ideas? If more input [config files, file permissions, etc.] needed, please let me know! Best regards, Drew M. Mooney From bill at daze.net Fri Sep 6 14:55:32 2002 From: bill at daze.net (bill at daze.net) Date: Fri, 6 Sep 2002 11:55:32 -0700 (PDT) Subject: [rt-users] can't connect to mysql.sock? In-Reply-To: Message-ID: > Apache & Mysql both _appear_ to be running fine. > > However, whenever I attempt to connect to the webui, I get this message: > > DBI->connect(dbname=rt2;host=localhost) failed: Can't connect to local MySQL > server through socket '/usr/local/mysql/var/mysql.sock' Usually means the mysql socket file has gone away... you can confirm this by trying a directory listing of /usr/local/mysql/var/mysql.sock Or try manually connecting to mysql via a socket at the shell prompt: % mysql The solution is to shutdown mysql and restart it, and verify the socket was created. From bill at daze.net Fri Sep 6 14:56:58 2002 From: bill at daze.net (bill at daze.net) Date: Fri, 6 Sep 2002 11:56:58 -0700 (PDT) Subject: [rt-users] Re: can't connect to mysql.sock? In-Reply-To: Message-ID: Is your web server on a different machine than mysql? On Fri, 6 Sep 2002, Drew Mooney wrote: > Further to this - I AM able to connect to mysql via the command line as user > 'rtadm' [the rt user and group name at my site]. Which 'user' is trying to > connect to mysql via the apache DBI? > > However, whenever I attempt to connect to the webui, I get this message: > DBI->connect(dbname=rt2;host=localhost) failed: Can't connect to local MySQL > server through socket '/usr/local/mysql/var/mysql.sock' From freebsd at coal.sentex.ca Fri Sep 6 16:35:00 2002 From: freebsd at coal.sentex.ca (freebsd at coal.sentex.ca) Date: Fri, 6 Sep 2002 16:35:00 -0400 Subject: [rt-users] $CurrentUser->Load() problems... Message-ID: <739573906.20020906163500@sentex.net> Not sure if this is more appropriate for -users or -devel... I'm trying to write a script that will go through a queue, and kill all tickets that are older than a given time, but am having troubles loading a CurrentUser object. My code is like this: my $CurrentUser = RT::CurrentUser->new(); $CurrentUser->Load(1); Which, from the perldoc, seems correct? But if I run it, I get this: Can't call method "CaseSensitive" on an undefined value at /usr/local/rt/public_html/lib//RT/Record.pm line 128. Anyone have any pointers? Or suggestions? All I'm doing is creating a new empty ticket, loading in the tickets that match the query search, and setting the status to dead... From HGororo at chartercom.com Fri Sep 6 16:45:30 2002 From: HGororo at chartercom.com (Gororo, Hillary) Date: Fri, 6 Sep 2002 15:45:30 -0500 Subject: [rt-users] RE: MySQL Message-ID: <4092060A7FC62441998AD28465E707E1074F3255@STL02MEXC11.corp.chartercom.com> Hi how do I restart mysql? "The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from all computers." -------------- next part -------------- An HTML attachment was scrubbed... URL: From roadmr at entropia.com.mx Fri Sep 6 16:46:34 2002 From: roadmr at entropia.com.mx (Ing. Daniel Manrique) Date: Fri, 6 Sep 2002 15:46:34 -0500 (CDT) Subject: [rt-users] web form for submitting tickets In-Reply-To: <6201DF063335254BA0D6AA7053D1011701772151@pfgdsmmbx006.principalusa.corp.principal.com> Message-ID: > I'm sure this has been brought up in the past (I did search the mailing > list, but didn't really come up with much), but I need to come up with a > web form for submitting tickets. Does anyone who's done this before > have any recommendations and examples that a newbie could look at. > What is the best way to handle this? I am not going to be able to give > each user a login to the website, so this is the next best solution I > could come up with. I'm trying to get our RT2 installation ready to go > live hear shortly and would appreciate any help or examples to look at. Um, there are several CGI apps meant for taking what a user inputs in a web form and then submitting that to a specific e-mail address. soupermail comes to mind, but there are others. You could use one of these and build a simple form that asks the user for his/her email address, subject, and description of his problem and then uses a CGI to mail this to your queue's address. You could even whip up one yourself; it'll only take a screenful of perl, php, hell even bash code. Hope this helps. http://soupermail.sourceforge.net/index.html From rajmen at olemiss.edu Fri Sep 6 17:09:45 2002 From: rajmen at olemiss.edu (Rajesh Menon) Date: Fri, 6 Sep 2002 16:09:45 -0500 Subject: [rt-users] Can't locate RT/Action/private.pm Message-ID: <000801c255e9$ba6afd70$2f814a82@Raj> I have RT 2.0.14 running on RedHat Linux 7.2. Noticed the following error lately in the RT log file (/tmp/rt.log0) when i reply or comment to an open call. There are no errors logged in the maillog. [Fri Sep 5 20:57:18 2002] [error]: Can't locate RT/Action/private.pm in @INC (@INC contains........) I don't see a private.pm in /lib/RT/Action folder. Is this module required? If so where can i find it? Any help / suggestion in this regard will be appreciated. /Raj From jgedeon at qualcomm.com Fri Sep 6 17:51:14 2002 From: jgedeon at qualcomm.com (John Gedeon) Date: Fri, 06 Sep 2002 14:51:14 -0700 Subject: [rt-users] Trouble Installing RT In-Reply-To: <20020824094949.GK75474@ns2.wananchi.com> References: <200208201943.g7KJh5ZA022375@mail1.qualcomm.com> <200208201943.g7KJh5ZA022375@mail1.qualcomm.com> Message-ID: <5.1.0.14.2.20020906142222.00ad24b8@mail1.qualcomm.com> I have been trying to install RT and all the modules for a while. When I run make install for RT i get the following error DBI->connect(dbname=kdqctdev;host=winchester) failed: Can't connect using this syntax without specifying a HOST and a SID at /local/mnt/workspace/jgedeon/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 117 Connect Failed Can't connect using this syntax without specifying a HOST and a SID at //local/mnt/workspace/jgedeon/local/rt2/etc/insertdata line 27 *** Error code 255 Can anyone help me? John <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on your own understanding;" From rick.rezinas at qsent.com Fri Sep 6 18:13:22 2002 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Fri, 6 Sep 2002 15:13:22 -0700 Subject: [rt-users] Trouble Installing RT In-Reply-To: <5.1.0.14.2.20020906142222.00ad24b8@mail1.qualcomm.com> References: <200208201943.g7KJh5ZA022375@mail1.qualcomm.com> <200208201943.g7KJh5ZA022375@mail1.qualcomm.com> <5.1.0.14.2.20020906142222.00ad24b8@mail1.qualcomm.com> Message-ID: <20020906221322.GZ1231@yeti.qsent.com> I had a fair amount of trouble getting the modules to install as well, I used interactive CPAN, but still a few (DBI, the one it looks like is troubling you and others) were reluctant. I went into the cpan repository and did make/make installs on them (skipping the make test, cuz it'd fail). Read the README's before doing that. But, it worked for me. If anyone has better suggestions (I'm sure they are out there), please share. rick On Fri, 06 Sep 2002, John Gedeon wrote: > I have been trying to install RT and all the modules for a while. When I > run make install for RT i get the following error > > DBI->connect(dbname=kdqctdev;host=winchester) failed: Can't connect using > this syntax without specifying a HOST and a SID at > /local/mnt/workspace/jgedeon/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm > line 117 > Connect Failed Can't connect using this syntax without specifying a HOST > and a SID > at //local/mnt/workspace/jgedeon/local/rt2/etc/insertdata line 27 > *** Error code 255 > > Can anyone help me? > > John > > <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on > your own understanding;" > > _______________________________________________ > 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 jgedeon at qualcomm.com Fri Sep 6 18:21:52 2002 From: jgedeon at qualcomm.com (John Gedeon) Date: Fri, 06 Sep 2002 15:21:52 -0700 Subject: [rt-users] Trouble Installing RT In-Reply-To: <20020906221322.GZ1231@yeti.qsent.com> References: <5.1.0.14.2.20020906142222.00ad24b8@mail1.qualcomm.com> <200208201943.g7KJh5ZA022375@mail1.qualcomm.com> <200208201943.g7KJh5ZA022375@mail1.qualcomm.com> <5.1.0.14.2.20020906142222.00ad24b8@mail1.qualcomm.com> Message-ID: <5.1.0.14.2.20020906151920.00ae3870@mail1.qualcomm.com> I did get the modules installed finally and i wrote a short script that could connect to the database using the version of perl i installed. but RT's installation program dies when it tries to connect. see error below At 03:13 PM 9/6/2002 -0700, Rick Rezinas wrote: >I had a fair amount of trouble getting the modules to install as well, I >used interactive CPAN, but still a few (DBI, the one it looks like is >troubling you and others) were reluctant. I went into the cpan >repository and did make/make installs on them (skipping the make test, >cuz it'd fail). Read the README's before doing that. But, it worked >for me. > >If anyone has better suggestions (I'm sure they are out there), please >share. > >rick > >On Fri, 06 Sep 2002, John Gedeon wrote: > > > I have been trying to install RT and all the modules for a while. When I > > run make install for RT i get the following error > > > > DBI->connect(dbname=kdqctdev;host=winchester) failed: Can't connect using > > this syntax without specifying a HOST and a SID at > > > /local/mnt/workspace/jgedeon/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm > > > line 117 > > Connect Failed Can't connect using this syntax without specifying a HOST > > and a SID > > at //local/mnt/workspace/jgedeon/local/rt2/etc/insertdata line 27 > > *** Error code 255 > > > > Can anyone help me? > > > > John > > > > <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on > > your own understanding;" > > > > _______________________________________________ > > 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 > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on your own understanding;" From iqbala at qwestip.net Fri Sep 6 21:37:30 2002 From: iqbala at qwestip.net (Asif Iqbal) Date: Fri, 6 Sep 2002 21:37:30 -0400 Subject: [rt-users] converting rt 1.0 mysql database SLOW References: <20020906055659.68763.qmail@web20802.mail.yahoo.com> Message-ID: <004401c2560f$3e4df5f0$faa36fd8@AR157369> I migrated ours from 1.0 to 2.0.13 and I had about 65,000 tickets It worked fine with the upgrade script ----- Original Message ----- From: "Scott" To: Sent: Friday, September 06, 2002 1:56 AM Subject: Re: [rt-users] converting rt 1.0 mysql database SLOW > Hi Phil, > > Thanks for the suggestion. The problem is that I am > not a perl techie. We just need to import some > records ;-). Has anyone else upgraded 1.0 to 2.0 with > 60,000 or so records? I think the upgrade script is > definetly the problem, but I don't know how to write a > new one. Are there any other upgrade scripts? > > Thanks! > > --- Phil Homewood wrote: > > Scott wrote: > > > Top shows that perl is using 97.6% CPU. Nothing > > else > > > is even close. Any ideas? > > > > Try throwing some debugging statements into the > > MigrateTickets > > function to see which code is running slowly. Repeat > > as needed > > for such things as MigrateTransactions. > > -- > > 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!? > Yahoo! Finance - Get real-time stock quotes > http://finance.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 pdxguy31 at yahoo.com Fri Sep 6 23:23:37 2002 From: pdxguy31 at yahoo.com (Scott) Date: Fri, 6 Sep 2002 20:23:37 -0700 (PDT) Subject: [rt-users] converting rt 1.0 mysql database SLOW In-Reply-To: <004401c2560f$3e4df5f0$faa36fd8@AR157369> Message-ID: <20020907032337.3266.qmail@web20802.mail.yahoo.com> Hello, What was your server config? Any special mySQL params or anything? Perl version? Because I have tried everything. Thanks! --- Asif Iqbal wrote: > I migrated ours from 1.0 to 2.0.13 and I had about > 65,000 tickets > > It worked fine with the upgrade script > > ----- Original Message ----- > From: "Scott" > To: > Sent: Friday, September 06, 2002 1:56 AM > Subject: Re: [rt-users] converting rt 1.0 mysql > database SLOW > > > > Hi Phil, > > > > Thanks for the suggestion. The problem is that I > am > > not a perl techie. We just need to import some > > records ;-). Has anyone else upgraded 1.0 to 2.0 > with > > 60,000 or so records? I think the upgrade script > is > > definetly the problem, but I don't know how to > write a > > new one. Are there any other upgrade scripts? > > > > Thanks! > > > > --- Phil Homewood wrote: > > > Scott wrote: > > > > Top shows that perl is using 97.6% CPU. > Nothing > > > else > > > > is even close. Any ideas? > > > > > > Try throwing some debugging statements into the > > > MigrateTickets > > > function to see which code is running slowly. > Repeat > > > as needed > > > for such things as MigrateTransactions. > > > -- > > > 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!? > > Yahoo! Finance - Get real-time stock quotes > > http://finance.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 > > > > _______________________________________________ > 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!? Yahoo! Finance - Get real-time stock quotes http://finance.yahoo.com From dmmooney at earthlink.net Mon Sep 9 02:29:56 2002 From: dmmooney at earthlink.net (Drew Mooney) Date: Mon, 09 Sep 2002 01:29:56 -0500 Subject: [rt-users] Re: can't connect to mysql.sock? References: Message-ID: <3D7C3FE4.3A4B7CDD@earthlink.net> Moses, You were probably right. Unforturnately I took a heavy-handed approach to fixing the problem BEFORE I read your reply. I was leaning towards a permissions thing - and after reading your reply, found that /usr/local/mysql/var was set to drwx------. Even with /urs/local/mysql/var/mysql.sock set to srwxrwxrwx, the parent directory probably locked out the apache-DBI user's attempts to connect. Thanks for your reply - The webUI is fine now - I'm just getting around to playing with solaris 8 sendmail and wishing I was still running RT on SuSE linux... :-) regards, Drew Moses Leslie wrote: > > Hi, > > marmoset at chupacabra:~$ perror 13 > Error code 13: Permission denied > marmoset at chupacabra:~$ > > Probably means that whatever UID the webserver is running as doesn't have > permission to write to the mysql.sock file (or perhaps the directory). > > Moses > > On Fri, 6 Sep 2002, Drew Mooney wrote: > > > Further to this - I AM able to connect to mysql via the command line as user > > 'rtadm' [the rt user and group name at my site]. Which 'user' is trying to > > connect to mysql via the apache DBI? > > > > On Fri, 06 Sep 2002 11:52:36 -0700 dmmooney at earthlink.net wrote: > > > > Apache & Mysql both _appear_ to be running fine. > > > > > > > > However, whenever I attempt to connect to the webui, I get this message: > > > > > > > > DBI->connect(dbname=rt2;host=localhost) failed: Can't connect to local MySQL > > server through socket '/usr/local/mysql/var/mysql.sock' > > > > (13) at /usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm > > line 117 > > > > [Fri Sep 6 13:36:32 2002] [error] Connect Failed Can't connect to local MySQL > > server through socket '/usr/local/mysql/var/mysql.soc > > > > k' (13) > > > > at /opt/rt/rt2/lib/RT.pm line 27 > > > > > > > > [sorry if this comes in a bit scrambled - I'm on a webmail interface and it > > looks ugly] > > > > > > > > Any ideas? If more input [config files, file permissions, etc.] needed, please > > let me know! > > > > > > > > Best regards, > > > > > > > > Drew M. Mooney > > > > _______________________________________________ > > 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 dmmooney at earthlink.net Mon Sep 9 02:36:41 2002 From: dmmooney at earthlink.net (Drew Mooney) Date: Mon, 09 Sep 2002 01:36:41 -0500 Subject: [rt-users] ticket numbers? Message-ID: <3D7C4179.A9E2A858@earthlink.net> Hey gang - this has probably been visited ad-nauseum on the lsit already - but I'm just entering enterprise trial with the RT box and I foresee a lot of hue and cry for more 'meaningful' ticket id numbers than a series starting with 1. Anything on 'contrib' or already built-in to the distribution that will allow something more akin to a date-time stamp and ticket serial number than the by-default 'start at 1 and increment each ticket by 1' scheme? regards, -drew- From medawsonjr at yahoo.com Sun Sep 8 11:33:47 2002 From: medawsonjr at yahoo.com (Mark E. Dawson, Jr.) Date: Sun, 8 Sep 2002 08:33:47 -0700 (PDT) Subject: [rt-users] Significance of $rtname Message-ID: <20020908153347.72889.qmail@web11201.mail.yahoo.com> The documentation is pretty scant on the significance of the $rtname variable in the config file. It recom- mends that it be set to the domain name of the company. However, I just saw a posting come across the list that indicated it's only significance is to add an identifier on each ticket. If this is true, then I can set $rtname to anything I want? Perhaps my company's name? Clarification on this would be greatly appreciated. __________________________________________________ Do You Yahoo!? Yahoo! Finance - Get real-time stock quotes http://finance.yahoo.com From medawsonjr at yahoo.com Sun Sep 8 11:40:08 2002 From: medawsonjr at yahoo.com (Mark E. Dawson, Jr.) Date: Sun, 8 Sep 2002 08:40:08 -0700 (PDT) Subject: [rt-users] Adding Users to RT2.0.14 Message-ID: <20020908154008.27590.qmail@web11207.mail.yahoo.com> My current ticketing system is Siebel, which we are going to replace one RT2.0.14 is fully tested and verified by my team. We have a list of 250 users currently in Siebel al- ready. We don't want to have to hand add all these users in RT, just so their email doesn't tag them with the 'Nobody' user. Are there any recommended or contributed ways of doing so? Does RT have a series of scripts whereby user info can be pulled from alternate sources, such as other databases or from Active Directory? Thanks in advance. __________________________________________________ Do You Yahoo!? Yahoo! Finance - Get real-time stock quotes http://finance.yahoo.com From ayan.kayal at yale.edu Sun Sep 8 11:46:34 2002 From: ayan.kayal at yale.edu (Ayan R. Kayal) Date: Sun, 8 Sep 2002 11:46:34 -0400 Subject: [rt-users] Significance of $rtname In-Reply-To: <20020908153347.72889.qmail@web11201.mail.yahoo.com> Message-ID: <000b01c2574e$e8bc10e0$64462480@arknew> Well, when you send a ticket to the system, and get an autoreply, you'll get an email with the subject [$rtname #ticketnumber]. If you reply to this email with that $rtname in the subject, it will add the email you wrote to the ticket. If you don't have the $rtname, it'll create a new ticket (all of this assuming permissions are set appropriately). None of this is actually stored in the database, but if you change the $rtname at some point and someone replies to an older email, a new ticket will get created. The recommendation to set it to the domain name is just so that the $rtname is unique. You could set it to your company's name if you wanted to, in theory. O- ~ARK > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Mark E. > Dawson, Jr. > Sent: Sunday, September 08, 2002 11:34 AM > To: rt-users at lists.fsck.com > Subject: [rt-users] Significance of $rtname > > > The documentation is pretty scant on the significance > of the $rtname variable in the config file. It recom- > mends that it be set to the domain name of the > company. > > However, I just saw a posting come across the list > that indicated it's only significance is to add an > identifier on each ticket. > > If this is true, then I can set $rtname to anything > I want? Perhaps my company's name? > > Clarification on this would be greatly appreciated. From dmmooney at earthlink.net Tue Sep 10 00:43:03 2002 From: dmmooney at earthlink.net (Drew Mooney) Date: Mon, 09 Sep 2002 23:43:03 -0500 Subject: [rt-users] Custom Ticket Id? Message-ID: <3D7D7857.B0BE09FD@earthlink.net> Has anyone implemented custom ticket ID's? Something along the lines of MMDDYYYY-nnnnnn instead of the default 1+ scheme... TIA, Drew M. Mooney From dmmooney at earthlink.net Tue Sep 10 08:54:53 2002 From: dmmooney at earthlink.net (Drew Mooney) Date: Tue, 10 Sep 2002 07:54:53 -0500 Subject: [rt-users] RT domain migration? Message-ID: <3D7DEB9D.95D391C7@earthlink.net> We're getting ready to swing our RT box from 'testbox' to 'production' - this requires a domain change from a 'private' edge network to something inside the corporate domain. I seem to remember precautions against ever changing the domain name in the Makefile and config.pm. Are we better off doing 'make dropdb' and starting fresh on the new domain, or is there a reasonable means of pulling this off? Many thanks, Drew M. Mooney Motorola Professional Services From smylers at gbdirect.co.uk Mon Sep 9 09:11:54 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Mon, 9 Sep 2002 14:11:54 +0100 (BST) Subject: [rt-users] RT domain migration? In-Reply-To: <3D7DEB9D.95D391C7@earthlink.net> Message-ID: Drew Mooney wrote: > We're getting ready to swing our RT box from 'testbox' to 'production' > - this requires a domain change from a 'private' edge network to > something inside the corporate domain. We did that here without a problem -- I installed and tested 'RT' on a test domain with my name in it. To go live I just copied and pasted the appropriate 'Apache' stanza, changed the URL settings in config.pm, and stop-started 'Apache. It just worked. Smylers -- GBdirect http://www.gbdirect.co.uk/ From masonc at masonc.com Mon Sep 9 09:24:11 2002 From: masonc at masonc.com (Chris Mason) Date: Mon, 9 Sep 2002 09:24:11 -0400 Subject: [rt-users] Install on redhat 7.3 Message-ID: <001101c25804$2f2c2190$7300a8c0@poseiden> I'd like to test and probably use RT on a small company Redhat 7.3 server I recently installed. I tried the RT installation but could not get the database to install as it refused the user (rt_user) password during make install. Is it possible to install on RH 7.3 without recompiling Apache as most of the docs seem to indicate I have to do? If I have to, is there a step by step that will work? Chris Mason masonc at masonc.com Box 340, The Valley, Anguilla, British West Indies Tel: 264 497 5670 Fax: 264 497 8463 Cell: 264 235 5670 http://www.anguillaguide.com/ The Anguilla Guide Talk to me in real time: Yahoo:netconcepts_anguilla US Fax and Voicemail: (815)301-9759 From garyo at genarts.com Mon Sep 9 12:49:47 2002 From: garyo at genarts.com (Gary Oberbrunner) Date: Mon, 09 Sep 2002 12:49:47 -0400 Subject: [rt-users] Upgrading rt to 2.0.14 problem Message-ID: <3D7CD12B.80608@genarts.com> I just upgraded RT to 2.0.14, got the latest versions of all the dependent perl modules, and so on. (Also using perl 5.8.0 now.) Now whenever I try to create or comment on a ticket in the web interface, I get an error: No ticket specified. The log file just says: Mon Sep 9 16:40:42 2002] [error]: WebRT: No ticket specified () The command line tools work OK. Any idea what I did wrong? What should I look at? -- . . . . . . . . . . . . . . . . . . . . . . . . . Gary Oberbrunner garyo at genarts.com GenArts, Inc. Tel: 617-492-2888 8 Clinton Street Fax: 617-492-2852 Cambridge, MA 02139 USA http://web.genarts.com From garyo at genarts.com Mon Sep 9 13:43:58 2002 From: garyo at genarts.com (Gary Oberbrunner) Date: Mon, 09 Sep 2002 13:43:58 -0400 Subject: [rt-users] More 2.0.14 woes Message-ID: <3D7CDDDE.8010005@genarts.com> It turns out my WebRT is more broken than I thought-- once I logged out and tried to log in again, it now doesn't let me in at all anymore. No error messages or anything, I just get the login screen again. Nothing in the log file. Help please! What should I check next? -- . . . . . . . . . . . . . . . . . . . . . . . . . Gary Oberbrunner garyo at genarts.com GenArts, Inc. Tel: 617-492-2888 8 Clinton Street Fax: 617-492-2852 Cambridge, MA 02139 USA http://web.genarts.com From Andreas.Banze at Geodata.de Mon Sep 9 13:48:06 2002 From: Andreas.Banze at Geodata.de (Banze, Andreas) Date: Mon, 9 Sep 2002 19:48:06 +0200 Subject: [rt-users] Install on redhat 7.3 Message-ID: <1D9A340F01C29341A4C4DEDBED45B61E190556@srv000000002.geodata.net> > I'd like to test and probably use RT on a small company Redhat 7.3 > server I recently installed. I tried the RT installation but could not > get the database to install as it refused the user (rt_user) password > during make install. > Is it possible to install on RH 7.3 without recompiling Apache as most > of the docs seem to indicate I have to do? If I have to, is > there a step > by step that will work? I don't have a step-by-step guide, but I installed rt (both 2.0.14 and 2.1.33) numerous times on a redhat 7.3 without recompiling. On a freh redhat-box the root-password for mysql is unset (rt Makefile doesn't like it - set the password using mysqladmin), afterwards the make install should work. From jgedeon at qualcomm.com Mon Sep 9 13:48:14 2002 From: jgedeon at qualcomm.com (John Gedeon) Date: Mon, 09 Sep 2002 10:48:14 -0700 Subject: [rt-users] (no subject) Message-ID: <5.1.0.14.2.20020909104801.00a78890@mail1.qualcomm.com> I did get the modules installed finally and i wrote a short script that could connect to the database using the version of perl i installed. but RT's installation program dies when it tries to connect. see error below At 03:13 PM 9/6/2002 -0700, Rick Rezinas wrote: I had a fair amount of trouble getting the modules to install as well, I used interactive CPAN, but still a few (DBI, the one it looks like is troubling you and others) were reluctant. I went into the cpan repository and did make/make installs on them (skipping the make test, cuz it'd fail). Read the README's before doing that. But, it worked for me. If anyone has better suggestions (I'm sure they are out there), please share. rick On Fri, 06 Sep 2002, John Gedeon wrote: > I have been trying to install RT and all the modules for a while. When I > run make install for RT i get the following error > > DBI->connect(dbname=kdqctdev;host=winchester) failed: Can't connect using > this syntax without specifying a HOST and a SID at > /local/mnt/workspace/jgedeon/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm > line 117 > Connect Failed Can't connect using this syntax without specifying a HOST > and a SID > at //local/mnt/workspace/jgedeon/local/rt2/etc/insertdata line 27 > *** Error code 255 > > Can anyone help me? > > John > > <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on > your own understanding;" > > _______________________________________________ > 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 _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on your own understanding;" From khera at kcilink.com Mon Sep 9 14:07:42 2002 From: khera at kcilink.com (Vivek Khera) Date: Mon, 9 Sep 2002 14:07:42 -0400 Subject: [rt-users] More 2.0.14 woes In-Reply-To: <3D7CDDDE.8010005@genarts.com> References: <3D7CDDDE.8010005@genarts.com> Message-ID: <15740.58222.629221.146265@onceler.kciLink.com> >>>>> "GO" == Gary Oberbrunner writes: GO> It turns out my WebRT is more broken than I thought-- once I logged out GO> and tried to log in again, it now doesn't let me in at all anymore. No GO> error messages or anything, I just get the login screen again. Nothing GO> in the log file. Make sure your web browser is not improperly caching pages. Opera tends to cache pages beyond their expire time, for example. From masonc at masonc.com Mon Sep 9 15:26:11 2002 From: masonc at masonc.com (Chris Mason) Date: Mon, 9 Sep 2002 15:26:11 -0400 Subject: [rt-users] Install on redhat 7.3 In-Reply-To: <001101c25804$2f2c2190$7300a8c0@poseiden> Message-ID: <000101c25836$c4549130$7300a8c0@poseiden> This is what I get when I try to run perl -MCPAN -e'install DBD::mysql::Install' PERL_DL_NONLAZY=1 /usr/bin/perl -I../blib/arch -I../blib/lib -I/usr/lib/perl5/5.6.1/i386-linux -I/usr/lib/perl5/5.6.1 -e 'use Test::Harness qw(&runtests $verbose); $verbose=0; runtests @ARGV;' t/*.t t/00base...........ok t/10dsnlist........ok t/20createdrop.....ok t/30insertfetch....ok t/40bindparam......ok t/40blobs..........ok t/40listfields.....ok t/40nulls..........ok t/40numrows........ok t/50chopblanks.....ok t/50commit.........ok t/60leaks..........skipped all skipped: no reason given t/ak-dbd...........ok t/akmisc...........FAILED test 44 Failed 1/351 tests, 99.72% okay t/dbdadmin.........ok t/mysql2...........ok t/mysql............FAILED test 23 Failed 1/68 tests, 98.53% okay Failed Test Stat Wstat Total Fail Failed List of Failed ------------------------------------------------------------------------ ------- t/akmisc.t 351 1 0.28% 44 t/mysql.t 68 1 1.47% 23 1 test skipped. Failed 2/17 test scripts, 88.24% okay. 2/746 subtests failed, 99.73% okay. make[1]: *** [test_dynamic] Error 11 make[1]: Leaving directory `/root/.cpan/build/Msql-Mysql-modules-1.2219/mysql' make: *** [test] Error 2 /usr/bin/make test -- NOT OK Running make install make test had returned bad status, won't install without force From garyo at genarts.com Mon Sep 9 15:42:06 2002 From: garyo at genarts.com (Gary Oberbrunner) Date: Mon, 09 Sep 2002 15:42:06 -0400 Subject: [rt-users] More on RT 2.0.14 WebRT woes Message-ID: <3D7CF98E.2010500@genarts.com> I'm trying to figure out why my WebRT does nothing when I press the Login button. It just puts up the Login screen again always, erasing any form data. I notice that there's no ACTION in the FORM in the Elements/Login window. Is that normal? What script is supposed to get passed this login info? I'd like to put some debugging printfs in that script. I admit I don't understand the internals of RT very much -- there's a lot to learn. MySql, Mason, RT itself, ... Any help would be appreciated. -- . . . . . . . . . . . . . . . . . . . . . . . . . Gary Oberbrunner garyo at genarts.com GenArts, Inc. Tel: 617-492-2888 8 Clinton Street Fax: 617-492-2852 Cambridge, MA 02139 USA http://web.genarts.com From masonc at masonc.com Mon Sep 9 16:09:08 2002 From: masonc at masonc.com (Chris Mason) Date: Mon, 9 Sep 2002 16:09:08 -0400 Subject: [rt-users] Install on redhat 7.3 In-Reply-To: <000101c25836$c4549130$7300a8c0@poseiden> Message-ID: <000001c2583c$c1cec1f0$7300a8c0@poseiden> And when I try to "make install" [root at loki rt]# make install mkdir -p //opt/rt2/bin mkdir -p //opt/rt2/WebRT/data mkdir -p //opt/rt2/WebRT/sessiondata mkdir -p //opt/rt2/etc mkdir -p //opt/rt2/lib mkdir -p //opt/rt2/WebRT/html mkdir -p //opt/rt2/local/WebRT/html /usr/bin/perl tools/initdb 'mysql' '/usr' 'localhost' '' 'root' 'rt2' create Now creating a database for RT. Enter the mysql password for root: Creating mysql database rt2. cp etc/acl.mysql '//opt/rt2/etc/acl.mysql' /usr/bin/perl -p -i -e " s'!!DB_TYPE!!'"mysql"'g;\ s'!!DB_HOST!!'"localhost"'g;\ s'!!DB_RT_PASS!!'"rt_pass"'g;\ s'!!DB_RT_HOST!!'"localhost"'g;\ s'!!DB_RT_USER!!'"rt_user"'g;\ s'!!DB_DATABASE!!'"rt2"'g;" //opt/rt2/etc/acl.mysql bin/initacls.mysql '/usr' 'localhost' '' 'root' '' 'rt2' '//opt/rt2/etc/acl.mysql' Enter the mysql administrator's database password to create a new user for RT Enter password: Enter the mysql administrator's database password to nondestructively reload the database Enter password: /usr/bin/perl tools/initdb 'mysql' '/usr' 'localhost' '' 'rt_user' 'rt2' insert Now populating database schema. Enter the mysql password for rt_user: Creating database schema. DBI->connect(dbname=rt2;host=localhost) failed: Access denied for user: 'rt_user at localhost' (Using password: YES) at tools/initdb line 144 Access denied for user: 'rt_user at localhost' (Using password: YES) at tools/initdb line 144, line 1. make: *** [initdb.rtuser] Error 255 From masonc at masonc.com Mon Sep 9 16:37:29 2002 From: masonc at masonc.com (Chris Mason) Date: Mon, 9 Sep 2002 16:37:29 -0400 Subject: [rt-users] Installing as non-virual server Message-ID: <000701c25840$b7570580$7300a8c0@poseiden> I'd like to install rt as a subfolder of main html server, rather than virtual, as I don't have any other need for virtual hosts. How hard is that? I don't see documentation on it, all the installation docs presume a virtual host. Chris Mason masonc at masonc.com Box 340, The Valley, Anguilla, British West Indies Tel: 264 497 5670 Fax: 264 497 8463 Cell: 264 235 5670 http://www.anguillaguide.com/ The Anguilla Guide Talk to me in real time: Yahoo:netconcepts_anguilla US Fax and Voicemail: (815)301-9759 From andreas.banze at geodata.de Mon Sep 9 16:44:29 2002 From: andreas.banze at geodata.de (Andreas Banze) Date: Mon, 9 Sep 2002 22:44:29 +0200 Subject: [rt-users] Install on redhat 7.3 In-Reply-To: <000101c25836$c4549130$7300a8c0@poseiden> References: <000101c25836$c4549130$7300a8c0@poseiden> Message-ID: <1031604269.3d7d082d28eb0@mail.geodata.de> Zitat von Chris Mason : > This is what I get when I try to run perl -MCPAN -e'install > DBD::mysql::Install' > > PERL_DL_NONLAZY=1 /usr/bin/perl -I../blib/arch -I../blib/lib > -I/usr/lib/perl5/5.6.1/i386-linux -I/usr/lib/perl5/5.6.1 -e 'use > Test::Harness qw(&runtests $verbose); $verbose=0; runtests @ARGV;' t/*.t try "force install" or do it manually (I never managed to get the mysql cpan mods to install by CPAN because of the failing tests because of the missing password) check /root/.CPAN for the archive and do it the old fashioned "perl Makefile.pl; make; make install" way MfG Adnreas From JSatterfield at ciphergen.com Mon Sep 9 16:47:28 2002 From: JSatterfield at ciphergen.com (James Satterfield) Date: Mon, 9 Sep 2002 13:47:28 -0700 Subject: [rt-users] Understanding the $ParseNewMessageForTicketCcs warning Message-ID: I've read the warning several times and it's still not clear to me if my scenario would fall into the "don't do this" category. Our primary email server is Exchange 5.5 and so I have a "Custom Recipient" created who's address is itsupport at rt.ciphergen.com (where the mail is relayed to). I've also added a few other email addresses that Exchange will receive mail on to be relayed to rt, such as itsupport at ciphergen.com and it_support at ciphergen.com, etc. All my queues are setup this way. So in this situation, should I heed that warning and not enable $ParseNewMessageForTicketCcs? This brings me to another question about the Exchange <-> rt relationship which I suppose I'll kick off a new thread about. James Satterfield. From andreas.banze at geodata.de Mon Sep 9 16:56:23 2002 From: andreas.banze at geodata.de (Andreas Banze) Date: Mon, 9 Sep 2002 22:56:23 +0200 Subject: [rt-users] Installing as non-virual server In-Reply-To: <000701c25840$b7570580$7300a8c0@poseiden> References: <000701c25840$b7570580$7300a8c0@poseiden> Message-ID: <1031604983.3d7d0af7ec3b1@mail.geodata.de> Zitat von Chris Mason : > I'd like to install rt as a subfolder of main html server, rather than > virtual, as I don't have any other need for virtual hosts. How hard is > that? I don't see documentation on it, all the installation docs presume > a virtual host. Thanks to someone from this list I got a httpd.conf snippet allowing just that: unfortunately I can't access the server from here, so here's the link with the helpful mail (thanks Christian): http://lists.fsck.com/pipermail/rt-users/2002-July/009105.html MfG Andreas From darren at boston.com Mon Sep 9 16:58:34 2002 From: darren at boston.com (darren chamberlain) Date: Mon, 9 Sep 2002 16:58:34 -0400 Subject: [rt-users] Installing as non-virual server In-Reply-To: <000701c25840$b7570580$7300a8c0@poseiden> References: <000701c25840$b7570580$7300a8c0@poseiden> Message-ID: <20020909205834.GA10572@boston.com> * Chris Mason [2002-09-09 16:38]: > I'd like to install rt as a subfolder of main html server, rather than > virtual, as I don't have any other need for virtual hosts. How hard is > that? I don't see documentation on it, all the installation docs presume > a virtual host. Take all the VirtualHost specific info, and put them into a ... block. HTML::Mason, and therefore WebRT and all that it entails, is designed to work on a Location/Files/etc block, of which VirtualHost is merely a specialized version. (darren) -- Sigmund Freud is alleged to have said that in the last analysis the entire field of psychology may reduce to biological electrochemistry. From JSatterfield at ciphergen.com Mon Sep 9 17:08:19 2002 From: JSatterfield at ciphergen.com (James Satterfield) Date: Mon, 9 Sep 2002 14:08:19 -0700 Subject: [rt-users] The Exchange Server <-> RT relationship. Message-ID: I'm sure I'm not the only one... My primary email server here is Exchange 5.5. My rt machine lives at rt.ciphergen.com. So I've setup "Custom Recipients" on my exchange server for all my queues. This causes all internal mail sent to say ITSUPPORT to be redirected to itsupport at rt.ciphergen.com. This custom recipient also receives (and redirects to rt) mail to itsupport at ciphergen.com, it_support at ciphergen.com, etc. My ITSUPPORT queue is setup to send mail as From: it_support at ciphergen.com and it_support-commanets at ciphergen.com. The problem is in the email my internal users receive from RT. The message is sent back with a header of say "From: "Joe via RT" ". I really like that "Joe via RT" part, tho I think it should be "Joe via $QueueName" or some such thing rather then the shameless RT plug. =) Back to the problem. Outlook takes a look at the From: header and sees the email address of it_support at ciphergen.com. Outlook being such a smart mail client checks the Global Address List and finds this address associated with my ITSUPPORT custom recipient. So it then displays From: ITSUPPORT rather then From: Joe via RT. James Satterfield From MarkRoedel at letu.edu Mon Sep 9 17:26:17 2002 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Mon, 9 Sep 2002 16:26:17 -0500 Subject: [rt-users] Installing as non-virual server Message-ID: <58A16084984A4245B7F352632BA8A1E8150881@tifb2.letnet.net> Seems to be working in that sort of arrangement on our testbed server pretty well. (And *I* did it, so it can't have been to terribly hard.) The important bit, as I recall, was making sure that $WebPath got set correctly in /path-to-rt/etc/config.pm. --- Mark Roedel | "Blessed is he who has learned to laugh Systems Programmer | at himself, for he shall never cease LeTourneau University | to be entertained." Longview, Texas, USA | -- John Powell > -----Original Message----- > From: Chris Mason [mailto:masonc at masonc.com] > Sent: Monday, September 09, 2002 3:37 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] Installing as non-virual server > > > I'd like to install rt as a subfolder of main html server, rather than > virtual, as I don't have any other need for virtual hosts. How hard is > that? I don't see documentation on it, all the installation docs > presume a virtual host. From jgedeon at qualcomm.com Mon Sep 9 17:34:26 2002 From: jgedeon at qualcomm.com (John Gedeon) Date: Mon, 09 Sep 2002 14:34:26 -0700 Subject: [rt-users] Trouble installing RT 2.0.14 Message-ID: <5.1.0.14.2.20020909143145.00a65100@mail1.qualcomm.com> I installed perl and all the modules needed to connect to oracle as well as all the modules needed for RT. However rt's installation script dies when it tries to connect to the database which other perl scripts can do. I get the following error when running make install. > > DBI->connect(dbname=kdqctdev;host=winchester) failed: Can't connect using > > this syntax without specifying a HOST and a SID at > > > /local/mnt/workspace/jgedeon/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm > > > line 117 > > Connect Failed Can't connect using this syntax without specifying a HOST > > and a SID > > at //local/mnt/workspace/jgedeon/local/rt2/etc/insertdata line 27 > > *** Error code 255 > > Any one offer some tips? John <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on your own understanding;" From masonc at masonc.com Mon Sep 9 17:40:12 2002 From: masonc at masonc.com (Chris Mason) Date: Mon, 9 Sep 2002 17:40:12 -0400 Subject: [rt-users] Installing as non-virual server In-Reply-To: <58A16084984A4245B7F352632BA8A1E8150881@tifb2.letnet.net> Message-ID: <000001c25849$7ad6a760$7300a8c0@poseiden> That might be the problem. Is this correct? The server is http://loki.altamer.home and the URL for RT would be http://loki.altamer.home/rt2/ $WebPath = "/var/www/rt2"; # This is the Scheme, server and port for constructing urls to webrt # $WebBaseURL doesn't need a trailing / $WebBaseURL = "http://RT::loki.altamer.home:80"; $WebURL = $WebBaseURL . $WebPath . "/"; -----Original Message----- From: Roedel, Mark [mailto:MarkRoedel at letu.edu] Sent: Monday, September 09, 2002 5:26 PM To: Chris Mason Cc: rt-users at lists.fsck.com Subject: RE: [rt-users] Installing as non-virual server Seems to be working in that sort of arrangement on our testbed server pretty well. (And *I* did it, so it can't have been to terribly hard.) The important bit, as I recall, was making sure that $WebPath got set correctly in /path-to-rt/etc/config.pm. --- Mark Roedel | "Blessed is he who has learned to laugh Systems Programmer | at himself, for he shall never cease LeTourneau University | to be entertained." Longview, Texas, USA | -- John Powell > -----Original Message----- > From: Chris Mason [mailto:masonc at masonc.com] > Sent: Monday, September 09, 2002 3:37 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] Installing as non-virual server > > > I'd like to install rt as a subfolder of main html server, rather than > virtual, as I don't have any other need for virtual hosts. How hard is > that? I don't see documentation on it, all the installation docs > presume a virtual host. From MarkRoedel at letu.edu Mon Sep 9 17:44:43 2002 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Mon, 9 Sep 2002 16:44:43 -0500 Subject: [rt-users] Installing as non-virual server Message-ID: <58A16084984A4245B7F352632BA8A1E8A9DCF1@tifb2.letnet.net> > -----Original Message----- > From: Chris Mason [mailto:masonc at masonc.com] > Sent: Monday, September 09, 2002 4:40 PM > To: Roedel, Mark > Cc: rt-users at lists.fsck.com > Subject: RE: [rt-users] Installing as non-virual server > > > That might be the problem. Is this correct? > The server is http://loki.altamer.home and the URL for RT would be > http://loki.altamer.home/rt2/ > > [snip] > > $WebBaseURL = "http://RT::loki.altamer.home:80"; This looks funny to me (unless it's just a typo). Have you tried making it just $WebBaseURL = "http://loki.altamer.home:80"; ? Other than that, the snippet you posted substantially matches what I've got. --- 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 r at elhames.co.uk Mon Sep 9 18:23:41 2002 From: r at elhames.co.uk (R El - Hames) Date: Mon, 9 Sep 2002 23:23:41 +0100 Subject: [rt-users] Installing as non-virual server References: <000001c25849$7ad6a760$7300a8c0@poseiden> Message-ID: <003e01c2584f$8d4ed650$52c593c3@tiger> Chris; What you need to do first of all is to edit your httpd.conf and add the rt alias as per Andraeas mail to you earlier; and say you name the alias "rt2"(remember to restart httpd) in /path-to-rt2/etc/config.pm define the following as: $WebPath = "/rt2" $WebBaseURL = http://loki.altamer.home and thats it; from a browser you will see the rt login at http://loki.altamer.home/rt2/ Good Luck Roy > That might be the problem. Is this correct? > The server is http://loki.altamer.home and the URL for RT would be > http://loki.altamer.home/rt2/ > > > > $WebPath = "/var/www/rt2"; > > # This is the Scheme, server and port for constructing urls to webrt > # $WebBaseURL doesn't need a trailing / > > $WebBaseURL = "http://RT::loki.altamer.home:80"; > > $WebURL = $WebBaseURL . $WebPath . "/"; > > > > > > > > -----Original Message----- > From: Roedel, Mark [mailto:MarkRoedel at letu.edu] > Sent: Monday, September 09, 2002 5:26 PM > To: Chris Mason > Cc: rt-users at lists.fsck.com > Subject: RE: [rt-users] Installing as non-virual server > > > Seems to be working in that sort of arrangement on our testbed server > pretty well. (And *I* did it, so it can't have been to terribly hard.) > > The important bit, as I recall, was making sure that $WebPath got set > correctly in /path-to-rt/etc/config.pm. > > > --- > Mark Roedel | "Blessed is he who has learned to laugh > Systems Programmer | at himself, for he shall never cease > LeTourneau University | to be entertained." > Longview, Texas, USA | -- John Powell > > > > -----Original Message----- > > From: Chris Mason [mailto:masonc at masonc.com] > > Sent: Monday, September 09, 2002 3:37 PM > > To: rt-users at lists.fsck.com > > Subject: [rt-users] Installing as non-virual server > > > > > > I'd like to install rt as a subfolder of main html server, rather than > > virtual, as I don't have any other need for virtual hosts. How hard is > > that? I don't see documentation on it, all the installation docs > > presume a virtual host. > > _______________________________________________ > 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 masonc at masonc.com Mon Sep 9 18:27:49 2002 From: masonc at masonc.com (Chris Mason) Date: Mon, 9 Sep 2002 18:27:49 -0400 Subject: [rt-users] Installing as non-virual server In-Reply-To: <000001c25849$7ad6a760$7300a8c0@poseiden> Message-ID: <000101c25850$21c40e40$7300a8c0@poseiden> Now I have the following, but it still doesn't work, I get "Internal Server Error" when I access http://loki.altamer.home/rt2 /var/www/rt2/etc/config.pm $WebPath = "/rt2"; $WebBaseURL = "http://loki.altamer.home"; $WebURL = $WebBaseURL . $WebPath . "/"; and in Apache: Alias /perl/ /var/www/perl/ SetHandler perl-script PerlHandler Apache::Registry Options +ExecCGI PerlModule Apache::DBI PerlFreshRestart On PerlRequire /var/www/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Alias /rt2/ /var/www/rt2/WebRT/html/ -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Chris Mason Sent: Monday, September 09, 2002 5:40 PM To: 'Roedel, Mark' Cc: rt-users at lists.fsck.com Subject: RE: [rt-users] Installing as non-virual server That might be the problem. Is this correct? The server is http://loki.altamer.home and the URL for RT would be http://loki.altamer.home/rt2/ $WebPath = "/var/www/rt2"; # This is the Scheme, server and port for constructing urls to webrt # $WebBaseURL doesn't need a trailing / $WebBaseURL = "http://RT::loki.altamer.home:80"; $WebURL = $WebBaseURL . $WebPath . "/"; -----Original Message----- From: Roedel, Mark [mailto:MarkRoedel at letu.edu] Sent: Monday, September 09, 2002 5:26 PM To: Chris Mason Cc: rt-users at lists.fsck.com Subject: RE: [rt-users] Installing as non-virual server Seems to be working in that sort of arrangement on our testbed server pretty well. (And *I* did it, so it can't have been to terribly hard.) The important bit, as I recall, was making sure that $WebPath got set correctly in /path-to-rt/etc/config.pm. --- Mark Roedel | "Blessed is he who has learned to laugh Systems Programmer | at himself, for he shall never cease LeTourneau University | to be entertained." Longview, Texas, USA | -- John Powell > -----Original Message----- > From: Chris Mason [mailto:masonc at masonc.com] > Sent: Monday, September 09, 2002 3:37 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] Installing as non-virual server > > > I'd like to install rt as a subfolder of main html server, rather than > virtual, as I don't have any other need for virtual hosts. How hard is > that? I don't see documentation on it, all the installation docs > presume a virtual host. _______________________________________________ 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 r at elhames.co.uk Mon Sep 9 18:45:06 2002 From: r at elhames.co.uk (R El - Hames) Date: Mon, 9 Sep 2002 23:45:06 +0100 Subject: [rt-users] Installing as non-virual server References: <000101c25850$21c40e40$7300a8c0@poseiden> Message-ID: <004c01c25852$8b8f92c0$52c593c3@tiger> What happens when you try http://loki.altamer.home/rt2/ (note the trailing slash) Roy ----- Original Message ----- From: "Chris Mason" To: "'Chris Mason'" ; "'Roedel, Mark'" Cc: Sent: Monday, September 09, 2002 11:27 PM Subject: RE: [rt-users] Installing as non-virual server > Now I have the following, but it still doesn't work, I get "Internal > Server Error" when I access http://loki.altamer.home/rt2 > > /var/www/rt2/etc/config.pm > > $WebPath = "/rt2"; > > $WebBaseURL = "http://loki.altamer.home"; > > $WebURL = $WebBaseURL . $WebPath . "/"; > > and in Apache: > > > Alias /perl/ /var/www/perl/ > > SetHandler perl-script > PerlHandler Apache::Registry > Options +ExecCGI > > > PerlModule Apache::DBI > PerlFreshRestart On > PerlRequire /var/www/rt2/bin/webmux.pl > > SetHandler perl-script > PerlHandler RT::Mason > > > > > Alias /rt2/ /var/www/rt2/WebRT/html/ > > > > > > > > > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Chris Mason > Sent: Monday, September 09, 2002 5:40 PM > To: 'Roedel, Mark' > Cc: rt-users at lists.fsck.com > Subject: RE: [rt-users] Installing as non-virual server > > That might be the problem. Is this correct? > The server is http://loki.altamer.home and the URL for RT would be > http://loki.altamer.home/rt2/ > > > > $WebPath = "/var/www/rt2"; > > # This is the Scheme, server and port for constructing urls to webrt > # $WebBaseURL doesn't need a trailing / > > $WebBaseURL = "http://RT::loki.altamer.home:80"; > > $WebURL = $WebBaseURL . $WebPath . "/"; > > > > > > > > -----Original Message----- > From: Roedel, Mark [mailto:MarkRoedel at letu.edu] > Sent: Monday, September 09, 2002 5:26 PM > To: Chris Mason > Cc: rt-users at lists.fsck.com > Subject: RE: [rt-users] Installing as non-virual server > > > Seems to be working in that sort of arrangement on our testbed server > pretty well. (And *I* did it, so it can't have been to terribly hard.) > > The important bit, as I recall, was making sure that $WebPath got set > correctly in /path-to-rt/etc/config.pm. > > > --- > Mark Roedel | "Blessed is he who has learned to laugh > Systems Programmer | at himself, for he shall never cease > LeTourneau University | to be entertained." > Longview, Texas, USA | -- John Powell > > > > -----Original Message----- > > From: Chris Mason [mailto:masonc at masonc.com] > > Sent: Monday, September 09, 2002 3:37 PM > > To: rt-users at lists.fsck.com > > Subject: [rt-users] Installing as non-virual server > > > > > > I'd like to install rt as a subfolder of main html server, rather than > > virtual, as I don't have any other need for virtual hosts. How hard is > > that? I don't see documentation on it, all the installation docs > > presume a virtual host. > > _______________________________________________ > 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 dmmooney at earthlink.net Mon Sep 9 19:51:59 2002 From: dmmooney at earthlink.net ( Drew Mooney) Date: Mon, 09 Sep 2002 16:51:59 -0700 Subject: [rt-users] Significance of $rtname Message-ID: You might notice that the banner on RT's webUI says "RT/$rtname" - my users weren't content with having the domain/hostname in the banner of the page - they wanted something a bit more corporate-logo-ish - so I changed $rtname to "Our Company Name Helpdesk" - now everyone is clappy as a ham. It's a simple little customization, with staggeringly groovy results on calming the masses. regards, Drew Message: 2 Date: Sun, 8 Sep 2002 08:33:47 -0700 (PDT) From: "Mark E. Dawson, Jr." To: rt-users at lists.fsck.com Subject: [rt-users] Significance of $rtname The documentation is pretty scant on the significance of the $rtname variable in the config file. It recom- mends that it be set to the domain name of the company. However, I just saw a posting come across the list that indicated it's only significance is to add an identifier on each ticket. If this is true, then I can set $rtname to anything I want? Perhaps my company's name? Clarification on this would be greatly appreciated. __________________________________________________ Do You Yahoo!? Yahoo! Finance - Get real-time stock quotes http://finance.yahoo.com From francisv at dagupan.com Tue Sep 10 01:55:30 2002 From: francisv at dagupan.com (francisv at dagupan.com) Date: Tue, 10 Sep 2002 13:55:30 +0800 Subject: [rt-users] RT2 on Zeus web server Message-ID: <10F29E27A956D511B0940050DA8D86A985C654@mailserver.dagupan.com> Hi, I have a test Zeus web server running on FreeBSD 4.6-STABLE. Will RT2 run on this platform? I believe RT2 needs mod_perl to run but is it possible to run it without mod_perl? --- francis a. vidal [bitstop network services] | http://www.bitstop.ph streaming media + web hosting | http://www.keystone.ph v(02)330-2871,(02)330-2872; f(02)330-2873 | http://www.kuro.ph From sven.sternberger at desy.de Tue Sep 10 04:04:45 2002 From: sven.sternberger at desy.de (Sven Sternberger) Date: 10 Sep 2002 10:04:45 +0200 Subject: [rt-users] More on RT 2.0.14 WebRT woes In-Reply-To: <3D7CF98E.2010500@genarts.com> References: <3D7CF98E.2010500@genarts.com> Message-ID: <1031645088.13002.6.camel@zitpcx3298> Hi Gary! after updating I had the same effect, my failure was to remove the line in httpd.conf >>PerlFreshRestart On<< This line seems to have something to do with the login process, it is a little bit strange becaus the author of Mason said that it is no good idea to use it :-( hope it helps Am Mon, 2002-09-09 um 21.42 schrieb Gary Oberbrunner: > I'm trying to figure out why my WebRT does nothing when I press the > Login button. It just puts up the Login screen again always, erasing > any form data. > > I notice that there's no ACTION in the FORM in the Elements/Login > window. Is that normal? What script is supposed to get passed this > login info? I'd like to put some debugging printfs in that script. I > admit I don't understand the internals of RT very much -- there's a lot > to learn. MySql, Mason, RT itself, ... > > Any help would be appreciated. > > -- > . . . . . . . . . . . . . . . . . . . . . . . . . > Gary Oberbrunner garyo at genarts.com > GenArts, Inc. Tel: 617-492-2888 > 8 Clinton Street Fax: 617-492-2852 > Cambridge, MA 02139 USA http://web.genarts.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 -- Sven Sternberger Tel.: +49 (0) 40 8998 4397 Desy Email: sven.sternberger at desy.de Notkestr. 85 D-22607 Hamburg From rt-users at lists.netways.de Tue Sep 10 09:13:59 2002 From: rt-users at lists.netways.de (rt-users) Date: Tue, 10 Sep 2002 15:13:59 +0200 Subject: AW: [rt-users] The Exchange Server <-> RT relationship. Message-ID: <3626546DC152134382A0A029C29365C603E6A6@net-mail.int.netways.de> Hi, >Von: James Satterfield [mailto:JSatterfield at ciphergen.com] >Bereitgestellt: Montag, 9. September 2002 23:08 > > >I'm sure I'm not the only one... > >My primary email server here is Exchange 5.5. My rt machine >lives at rt.ciphergen.com. So I've setup "Custom Recipients" >on my exchange server for all my queues. This causes all >internal mail sent to say ITSUPPORT to be redirected to >itsupport at rt.ciphergen.com. >Outlook takes a look at the From: header and sees >the email address of it_support at ciphergen.com. Outlook being >such a smart mail client checks the Global Address List and >finds this address associated with my ITSUPPORT custom >recipient. So it then displays From: ITSUPPORT rather then >From: Joe via RT. You could try to hide your custom recipient in the exchange address book. Just a guess, Julian From neil.bingham at pace.co.uk Tue Sep 10 09:37:07 2002 From: neil.bingham at pace.co.uk (Neil Bingham) Date: Tue, 10 Sep 2002 14:37:07 +0100 Subject: [rt-users] The Exchange Server <-> RT relationship. Message-ID: <54045BFDAD47D5118A850002A5095CC30127A854@exchange1.cam.pace.co.uk> rt-users wrote: > Hi, > >> Von: James Satterfield [mailto:JSatterfield at ciphergen.com] >> Bereitgestellt: Montag, 9. September 2002 23:08 >> >> >> I'm sure I'm not the only one... >> >> My primary email server here is Exchange 5.5. My rt machine >> lives at rt.ciphergen.com. So I've setup "Custom Recipients" >> on my exchange server for all my queues. This causes all >> internal mail sent to say ITSUPPORT to be redirected to >> itsupport at rt.ciphergen.com. Outlook takes a look at the From: header >> and sees the email address of it_support at ciphergen.com. Outlook being >> such a smart mail client checks the Global Address List and >> finds this address associated with my ITSUPPORT custom >> recipient. So it then displays From: ITSUPPORT rather then >> From: Joe via RT. > > You could try to hide your custom recipient in the exchange address > book. Just a guess, We had exactly the same problem, but it was provoked differently. All worked happily for us for some time until our IT Dept upgraded our Trend From neil.bingham at pace.co.uk Tue Sep 10 09:39:55 2002 From: neil.bingham at pace.co.uk (Neil Bingham) Date: Tue, 10 Sep 2002 14:39:55 +0100 Subject: [rt-users] The Exchange Server <-> RT relationship. Message-ID: <54045BFDAD47D5118A850002A5095CC30127A855@exchange1.cam.pace.co.uk> rt-users wrote: > Hi, > >> Von: James Satterfield [mailto:JSatterfield at ciphergen.com] >> Bereitgestellt: Montag, 9. September 2002 23:08 >> >> >> I'm sure I'm not the only one... >> >> My primary email server here is Exchange 5.5. My rt machine >> lives at rt.ciphergen.com. So I've setup "Custom Recipients" >> on my exchange server for all my queues. This causes all >> internal mail sent to say ITSUPPORT to be redirected to >> itsupport at rt.ciphergen.com. Outlook takes a look at the From: header >> and sees the email address of it_support at ciphergen.com. Outlook being >> such a smart mail client checks the Global Address List and >> finds this address associated with my ITSUPPORT custom >> recipient. So it then displays From: ITSUPPORT rather then >> From: Joe via RT. > > You could try to hide your custom recipient in the exchange address > book. Just a guess, We had exactly the same problem, but it was provoked differently. All worked happily for us for some time until our IT Dept upgraded our Trend Scan Mail virus scanner and then our 'via RT' FROM stuff stopped working, and it all came from the "real" from address. After much prodding Trend produced the following registry key change which their software upgrade apparently reset: HKEY_LOCAL_MACHINE\system\Current Control Set\Services\ MSExchangeIMC\Parameters : Reroute ViaStore key altered from 1 to 0 This may not work for you, but you could try it. Reboot required. Neil. From garyo at genarts.com Tue Sep 10 09:40:25 2002 From: garyo at genarts.com (Gary Oberbrunner) Date: Tue, 10 Sep 2002 09:40:25 -0400 Subject: [rt-users] More on RT 2.0.14 WebRT woes References: <3D7CF98E.2010500@genarts.com> <1031645088.13002.6.camel@zitpcx3298> Message-ID: <3D7DF649.40607@genarts.com> Sven Sternberger wrote: > after updating I had the same effect, my failure was to remove > the line in httpd.conf >>>PerlFreshRestart On<< Thanks, Sven. Unfortunately I've now tried it with and without this line, with no difference. After tracing the internals a bit I've discovered that $user and $pass are not getting passed through from the form to webmux.pl, so it doesn't even try to authenticate. It seems in fact that *no* form posting data is getting through to any Mason component. I'm using the latest Mason, 1.13. I guess the next thing is to turn on Mason debugging; anyone know how to do that? Just for the benefit of other newbies on the list, I've discovered that HTML gets handled in the following order: Request for HTML page from browser comes in to apache httpd.conf says to use RT::Mason to handle it RT::Mason is defined in webmux.pl RT::Mason creates handler via RT::Interface::Web::NewMasonApacheHandler which calls HTML::Mason::ApacheHandler to do the work. ... then some stuff I don't understand yet... then Mason passes the HTML request to $RT/WebRT/html/autohandler. It does whatever it does, then eventually calls $m->call_next, which normally (I think) calls RT::Mason::handler, in webmux.pl. But in my case autohandler, which handles authentication, is not getting $user and $pass (or any other form data). And I guess those are set in the part that I don't understand yet. Any hints? From rehan at nha.co.za Tue Sep 10 09:46:56 2002 From: rehan at nha.co.za (Rehan van der Merwe) Date: Tue, 10 Sep 2002 15:46:56 +0200 Subject: [rt-users] Segmentation Fault revisited Message-ID: Hi, The Segmentation Fault seems to be fixed on RH7.3 ... I experienced the much documented Segmentation Fault and fixed it on my Red Hat 7.1 & 7.2 installations by installing Apache from source with static mod_perl. I just did a clean installation of Red Hat 7.3 with the dynamic mod_perl & apache from the RPMs and have not noticed any segmentation faults. I also did my Perl Module installation with "make fixdeps" and failing that, "perl -MCPAN ..." (if that could make any difference re. dependencies etc.) Before reverting to standard RPM-apache on my live system I just want to verify on the list: Has anyone else had problems on Red Hat 7.3, or is this problem actually fixed? 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 masonc at masonc.com Tue Sep 10 10:04:56 2002 From: masonc at masonc.com (Chris Mason) Date: Tue, 10 Sep 2002 10:04:56 -0400 Subject: [rt-users] Up and running - a workflow question Message-ID: <000801c258d3$0b4e74b0$7300a8c0@poseiden> I did get running, and RT is impressive, if complex. As I stumble around and occasionally RTFM, I have one question. I'd like to implement a CRM type application as well as the ticket system, using RT if possible. The workflow would be this: Potential Customer submits request for information etc from a form on a website (no login required) Email becomes ticket in system, different forms submit to different queues Ticket is assigned to staff member or taken by staff member Ticket is answered by staff member All replies by staff member and responses from customer are available through the history of the ticket. Staff have template replies available to them when replying. I'd love to have input from experienced users of RT on implementing this type of system. Chris Mason masonc at masonc.com Box 340, The Valley, Anguilla, British West Indies Tel: 264 497 5670 Fax: 264 497 8463 Cell: 264 235 5670 http://www.anguillaguide.com/ The Anguilla Guide Talk to me in real time: Yahoo:netconcepts_anguilla US Fax and Voicemail: (815)301-9759 From masonc at masonc.com Tue Sep 10 10:18:15 2002 From: masonc at masonc.com (Chris Mason) Date: Tue, 10 Sep 2002 10:18:15 -0400 Subject: [rt-users] Cannot configure mail aliases delivery Message-ID: <000f01c258d4$e782b850$7300a8c0@poseiden> I followed the instruction in the FAQ as best I could for Sendmail. cd /etc/smrsh/ ln -s /var/www/rt2/bin/rt-mailgate rt-mailgate but when a user replies to the emails, the amil is returned with: Can't do setuid What do I need to do? Chris Mason masonc at masonc.com Box 340, The Valley, Anguilla, British West Indies Tel: 264 497 5670 Fax: 264 497 8463 Cell: 264 235 5670 http://www.anguillaguide.com/ The Anguilla Guide Talk to me in real time: Yahoo:netconcepts_anguilla US Fax and Voicemail: (815)301-9759 From rt at netthink.co.uk Tue Sep 10 10:59:10 2002 From: rt at netthink.co.uk (Simon Cozens) Date: Tue, 10 Sep 2002 15:59:10 +0100 Subject: [rt-users] Up and running - a workflow question In-Reply-To: <000801c258d3$0b4e74b0$7300a8c0@poseiden> References: <000801c258d3$0b4e74b0$7300a8c0@poseiden> Message-ID: <20020910145910.GA31984@netthink.co.uk> Chris Mason: > I'd love to have input from experienced users of RT on implementing this > type of system. I say go for it. What, specifically, was your question? -- "Though spring is here, to me it's still September, That September, in the rain" - Dinah Washington, The USENET Anthem. From hwagener at hamburg.fcb.com Tue Sep 10 16:59:52 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 10 Sep 2002 16:59:52 -0400 Subject: [rt-users] Segmentation Fault revisited References: Message-ID: <3D7E5D48.80104@hamburg.fcb.com> Rehan van der Merwe wrote: > Hi, > > The Segmentation Fault seems to be fixed on RH7.3 ... > > I experienced the much documented Segmentation Fault and fixed it on my > Red Hat 7.1 & 7.2 installations by installing Apache from source with > static mod_perl. > > I just did a clean installation of Red Hat 7.3 with the dynamic mod_perl > & apache from the RPMs and have not noticed any segmentation faults. > > I also did my Perl Module installation with "make fixdeps" and failing > that, "perl -MCPAN ?" (if that could make any difference re. > dependencies etc.) > > Before reverting to standard RPM-apache on my live system I just want to > verify on the list: > > Has anyone else had problems on Red Hat 7.3, or is this problem actually > fixed? We use RT on RH 7.3 and didn't experience any problems so far. But our installation is _very_ low volume (less than 10 tickets a day). Regards, Harald -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From hwagener at hamburg.fcb.com Tue Sep 10 17:01:25 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 10 Sep 2002 17:01:25 -0400 Subject: [rt-users] Cannot configure mail aliases delivery References: <000f01c258d4$e782b850$7300a8c0@poseiden> Message-ID: <3D7E5DA5.7060308@hamburg.fcb.com> Chris Mason wrote: > I followed the instruction in the FAQ as best I could for Sendmail. > > cd /etc/smrsh/ > ln -s /var/www/rt2/bin/rt-mailgate rt-mailgate > > but when a user replies to the emails, the amil is returned with: > > Can't do setuid > You have to check if setuid perl is installed on Your machine. This is dependent on OS and Distribution, so we'd need that info to be of more help. Regards, Harald -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From shussey at berklee.edu Tue Sep 10 12:25:39 2002 From: shussey at berklee.edu (Sean Hussey) Date: Tue, 10 Sep 2002 12:25:39 -0400 Subject: [rt-users] Post-installation run problems w/rt and Apache::Cookie In-Reply-To: Message-ID: I was hoping to get a pointer or two on this one. Has nobody else had this problem before? Thanks, Sean On Friday, September 6, 2002, at 11:31 AM, Sean Hussey wrote: > Hi all, > > I'm having some installation issues and was wondering if any of y'all > could lend a hand. > > I've got rt installed, but when I try to start Apache, I get these 2 > errors: > > ------------------------------------------ > [Fri Sep 6 11:23:27 2002] [error] Can't load > '/usr/local/lib/perl5/site_perl/5.8.0/i686-linux/auto/Apache/Cookie/ > Cookie.so' for module Apache::Cookie: libapreq.so.1: cannot open > shared object file: No such file or directory at > /usr/local/lib/perl5/5.8.0/i686-linux/DynaLoader.pm line 229. > at /usr/local/lib/perl5/site_perl/5.8.0/i686-linux/mod_perl.pm line 14 > Compilation failed in require at /opt/rt2/bin/webmux.pl line 80. > BEGIN failed--compilation aborted at /opt/rt2/bin/webmux.pl line 80. > Compilation failed in require at (eval 6) line 1. > > Syntax error on line 986 of /usr/local/apache/conf/httpd.conf: > Can't load > '/usr/local/lib/perl5/site_perl/5.8.0/i686-linux/auto/Apache/Cookie/ > Cookie.so' for module Apache::Cookie: libapreq.so.1: cannot open > shared object file: No such file or directory at > /usr/local/lib/perl5/5.8.0/i686-linux/DynaLoader.pm line 229. > at /usr/local/lib/perl5/site_perl/5.8.0/i686-linux/mod_perl.pm line 14 > Compilation failed in require at /opt/rt2/bin/webmux.pl line 80. > BEGIN failed--compilation aborted at /opt/rt2/bin/webmux.pl line 80. > Compilation failed in require at (eval 6) line 1. > > /usr/local/apache/bin/apachectl start: httpd could not be started > ------------------------------------------ > > During installation, all of the modules installed without a hitch. > Everything is there, including Apache::Cookie: > > % ls -l > /usr/local/lib/perl5/site_perl/5.8.0/i686-linux/auto/Apache/Cookie/ > Cookie.so > -r-xr-xr-x 1 root root 17058 Sep 5 15:40 > /usr/local/lib/perl5/site_perl/5.8.0/i686-linux/auto/Apache/Cookie/ > Cookie.so > > I'm not sure where to go from here. Reinstalling didn't do anything, > mod_perl was compiled with everything, and Apache itself was > recompiled and works fine without the rt directives. What could be > causing this error? > > Thanks very much, > > Sean > > _______________________________________________ > 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 garyo at genarts.com Tue Sep 10 13:05:19 2002 From: garyo at genarts.com (Gary Oberbrunner) Date: Tue, 10 Sep 2002 13:05:19 -0400 Subject: [rt-users] Post-installation run problems w/rt and Apache::Cookie References: Message-ID: <3D7E264F.6020509@genarts.com> I'd check where your libapreq.so.1 is located. If it's in /usr/local/lib or some unusual place, maybe you need to add /usr/local/lib to /etc/ld.so.conf. Also maybe you need to get the latest version of libapreq? Couldn't hurt... Sean Hussey wrote: > I was hoping to get a pointer or two on this one. Has nobody else had > this problem before? -- Gary O From masonc at masonc.com Tue Sep 10 13:29:27 2002 From: masonc at masonc.com (Chris Mason) Date: Tue, 10 Sep 2002 13:29:27 -0400 Subject: [rt-users] Cannot configure mail aliases delivery In-Reply-To: <3D7E5DA5.7060308@hamburg.fcb.com> Message-ID: <000701c258ef$9e6ac2a0$7300a8c0@poseiden> Brand new Redhat 7.3 server installation. -----Original Message----- From: Harald Wagener [mailto:hwagener at hamburg.fcb.com] Sent: Tuesday, September 10, 2002 5:01 PM To: Chris Mason; rt-users at fsck.com Subject: Re: [rt-users] Cannot configure mail aliases delivery Chris Mason wrote: > I followed the instruction in the FAQ as best I could for Sendmail. > > cd /etc/smrsh/ > ln -s /var/www/rt2/bin/rt-mailgate rt-mailgate > > but when a user replies to the emails, the amil is returned with: > > Can't do setuid > You have to check if setuid perl is installed on Your machine. This is dependent on OS and Distribution, so we'd need that info to be of more help. Regards, Harald -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From masonc at masonc.com Tue Sep 10 13:35:31 2002 From: masonc at masonc.com (Chris Mason) Date: Tue, 10 Sep 2002 13:35:31 -0400 Subject: [rt-users] Cannot configure mail aliases delivery In-Reply-To: <3D7E5DA5.7060308@hamburg.fcb.com> Message-ID: <000e01c258f0$7685c9f0$7300a8c0@poseiden> Fixed with: up2date -i perl-suidperl -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Harald Wagener Sent: Tuesday, September 10, 2002 5:01 PM To: Chris Mason; rt-users at fsck.com Subject: Re: [rt-users] Cannot configure mail aliases delivery Chris Mason wrote: > I followed the instruction in the FAQ as best I could for Sendmail. > > cd /etc/smrsh/ > ln -s /var/www/rt2/bin/rt-mailgate rt-mailgate > > but when a user replies to the emails, the amil is returned with: > > Can't do setuid > You have to check if setuid perl is installed on Your machine. This is dependent on OS and Distribution, so we'd need that info to be of more help. Regards, Harald -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.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 JSatterfield at ciphergen.com Tue Sep 10 14:28:23 2002 From: JSatterfield at ciphergen.com (James Satterfield) Date: Tue, 10 Sep 2002 11:28:23 -0700 Subject: [rt-users] The Exchange Server <-> RT relationship. Message-ID: Neil, Thanks for the suggestion. I'll give this a shot, but I'm a little wary of the consequences it might bring. This registry setting allows incoming internet mail to bypass the MTA. As most (if not all) exchange server virus scanning agents scan at the MTA and not really at the IMC, this could cause your anti-virus software to be useless when it comes to real time internet mail scanning. I can see how this may solve my From: problem, but perhaps at too great a cost. I'll do a bit of research and testing to see how my virus scanning theory pans out. Thanks for the idea. This registry setting hadn't crossed my mind. James. -----Original Message----- From: Neil Bingham [mailto:neil.bingham at pace.co.uk] Sent: Tuesday, September 10, 2002 6:40 AM To: rt-users at lists.fsck.com Subject: RE: [rt-users] The Exchange Server <-> RT relationship. rt-users wrote: > Hi, > >> Von: James Satterfield [mailto:JSatterfield at ciphergen.com] >> Bereitgestellt: Montag, 9. September 2002 23:08 >> >> >> I'm sure I'm not the only one... >> >> My primary email server here is Exchange 5.5. My rt machine lives at >> rt.ciphergen.com. So I've setup "Custom Recipients" on my exchange >> server for all my queues. This causes all internal mail sent to say >> ITSUPPORT to be redirected to itsupport at rt.ciphergen.com. Outlook >> takes a look at the From: header and sees the email address of >> it_support at ciphergen.com. Outlook being such a smart mail client >> checks the Global Address List and finds this address associated with >> my ITSUPPORT custom recipient. So it then displays From: ITSUPPORT >> rather then >> From: Joe via RT. > > You could try to hide your custom recipient in the exchange address > book. Just a guess, We had exactly the same problem, but it was provoked differently. All worked happily for us for some time until our IT Dept upgraded our Trend Scan Mail virus scanner and then our 'via RT' FROM stuff stopped working, and it all came from the "real" from address. After much prodding Trend produced the following registry key change which their software upgrade apparently reset: HKEY_LOCAL_MACHINE\system\Current Control Set\Services\ MSExchangeIMC\Parameters : Reroute ViaStore key altered from 1 to 0 This may not work for you, but you could try it. Reboot required. Neil. _______________________________________________ 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 jgedeon at qualcomm.com Tue Sep 10 14:36:56 2002 From: jgedeon at qualcomm.com (John Gedeon) Date: Tue, 10 Sep 2002 11:36:56 -0700 Subject: [rt-users] Can anyone Offer some advice?? In-Reply-To: <000e01c258f0$7685c9f0$7300a8c0@poseiden> References: <3D7E5DA5.7060308@hamburg.fcb.com> Message-ID: <5.1.0.14.2.20020910113543.00a72958@mail1.qualcomm.com> I installed perl and all the modules needed to connect to oracle as well as all the modules needed for RT. However rt's installation script dies when it tries to connect to the database which other perl scripts can do. I get the following error when running make install. > DBI->connect(dbname=kdqctdev;host=winchester) failed: Can't connect using > this syntax without specifying a HOST and a SID at > /local/mnt/workspace/jgedeon/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm > line 117 > Connect Failed Can't connect using this syntax without specifying a HOST > and a SID > at //local/mnt/workspace/jgedeon/local/rt2/etc/insertdata line 27 > *** Error code 255 Any one offer some tips? John <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on your own understanding;" From darren at boston.com Tue Sep 10 14:41:47 2002 From: darren at boston.com (darren chamberlain) Date: Tue, 10 Sep 2002 14:41:47 -0400 Subject: [rt-users] Can anyone Offer some advice?? In-Reply-To: <5.1.0.14.2.20020910113543.00a72958@mail1.qualcomm.com> References: <3D7E5DA5.7060308@hamburg.fcb.com> <5.1.0.14.2.20020910113543.00a72958@mail1.qualcomm.com> Message-ID: <20020910184147.GF3299@boston.com> * John Gedeon [2002-09-10 14:38]: > I installed perl and all the modules needed to connect to oracle as > well as all the modules needed for RT. However rt's installation > script dies when it tries to connect to the database which other perl > scripts can do. I believe that the Oracle DBD requires several environment variables to be set, including SID. Ensure that they are set and exported in your environment, and ensure that the startup scripts for mod_perl (if you're using mod_perl) have the environment variables set as well. (darren) -- Let face facts, shall we? There is a very real possibility that this could also be the *last* day of the rest of your life. -- Dave Henry From EstebanC at medikredit.co.za Tue Sep 10 15:03:50 2002 From: EstebanC at medikredit.co.za (Esteban Cabero) Date: Tue, 10 Sep 2002 21:03:50 +0200 Subject: [rt-users] Remove Message-ID: <6EF383DE19D0324DA32C9A6AEE7089A4E4AF2F@medimail01.medikredit.co.za> Hello. Could I please be removed off this forum. Many Thanks Esteban Cabero -------------- next part -------------- An HTML attachment was scrubbed... URL: From shussey at berklee.edu Tue Sep 10 15:08:01 2002 From: shussey at berklee.edu (Sean Hussey) Date: Tue, 10 Sep 2002 15:08:01 -0400 Subject: [rt-users] Post-installation run problems w/rt and Apache::Cookie In-Reply-To: <3D7E264F.6020509@genarts.com> Message-ID: It is, in fact, in /usr/local/lib, but /usr/local/lib is also in /etc/ld.so.conf. Unless there's a version of libapreq that was released this weekend, I've got the latest one from CPAN. Any other possibilities? Thanks, Sean On Tuesday, September 10, 2002, at 01:05 PM, Gary Oberbrunner wrote: > I'd check where your libapreq.so.1 is located. If it's in > /usr/local/lib or some unusual place, maybe you need to add > /usr/local/lib to /etc/ld.so.conf. > > Also maybe you need to get the latest version of libapreq? Couldn't > hurt... > > Sean Hussey wrote: >> I was hoping to get a pointer or two on this one. Has nobody else >> had this problem before? > > -- Gary O > > _______________________________________________ > 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 Peter_Losher at isc.org Tue Sep 10 15:27:37 2002 From: Peter_Losher at isc.org (Peter Losher) Date: Tue, 10 Sep 2002 12:27:37 -0700 Subject: [rt-users] Installing RT w/o mod_perl. Message-ID: <200209101227.38393@tardis.isc.org> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I am installing rt-2.0.14 w/ pgsql support, and I am encountering a problem with Apache::Cookie. it requires libareq, which requires mod_perl. The intent was to use FastCGI instead of mod_perl (since my understanding is that mod_perl as a DSO is still flaky) Do I still have to install mod_perl even if I am planning to use FastCGI to display the web interface? If not, how do I get around this dependency issue? (or if anyone is running mod_perl w/ RT as a DSO, that would be great to hear as well) :) Thanks - Peter - -- Peter_Losher at isc.org - Internet Software Consortium - OpenPGP E8048D08 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.0.7 (FreeBSD) iD8DBQE9fkeqPtVx9OgEjQgRAliCAJ43mJkN2dpIMDoe5iXiBtdBa85dawCgqwM4 PNfHgaZZW8R8fUmZZ907vG8= =yqWu -----END PGP SIGNATURE----- From masonc at masonc.com Tue Sep 10 15:32:12 2002 From: masonc at masonc.com (Chris Mason) Date: Tue, 10 Sep 2002 15:32:12 -0400 Subject: [rt-users] Cannot configure mail aliases delivery In-Reply-To: <3D7E5DA5.7060308@hamburg.fcb.com> Message-ID: <000001c25900$c2f56790$7300a8c0@poseiden> I'm still not working 100% yet. A user can send in a request to a queue. The root user can take it He can reply The user gets the reply When he replies, he gets "Correspondence not recorded" from a different address. Any idea what I have done wrong? -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Harald Wagener Sent: Tuesday, September 10, 2002 5:01 PM To: Chris Mason; rt-users at fsck.com Subject: Re: [rt-users] Cannot configure mail aliases delivery Chris Mason wrote: > I followed the instruction in the FAQ as best I could for Sendmail. > > cd /etc/smrsh/ > ln -s /var/www/rt2/bin/rt-mailgate rt-mailgate > > but when a user replies to the emails, the amil is returned with: > > Can't do setuid > You have to check if setuid perl is installed on Your machine. This is dependent on OS and Distribution, so we'd need that info to be of more help. Regards, Harald -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.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 khera at kcilink.com Tue Sep 10 15:35:38 2002 From: khera at kcilink.com (Vivek Khera) Date: Tue, 10 Sep 2002 15:35:38 -0400 Subject: [rt-users] Installing RT w/o mod_perl. In-Reply-To: <200209101227.38393@tardis.isc.org> References: <200209101227.38393@tardis.isc.org> Message-ID: <15742.18826.577849.830640@onceler.kciLink.com> >>>>> "PL" == Peter Losher writes: PL> how do I get around this dependency issue? (or if anyone is PL> running mod_perl w/ RT as a DSO, that would be great to hear as PL> well) :) mod_perl runs just fine as a DSO. the only issue i have is a massive memory leak on restart, so I never do that -- I just stop/start the server. From jgedeon at qualcomm.com Tue Sep 10 16:39:32 2002 From: jgedeon at qualcomm.com (John Gedeon) Date: Tue, 10 Sep 2002 13:39:32 -0700 Subject: [rt-users] Can anyone Offer some advice?? In-Reply-To: <20020910184147.GF3299@boston.com> References: <5.1.0.14.2.20020910113543.00a72958@mail1.qualcomm.com> <3D7E5DA5.7060308@hamburg.fcb.com> <5.1.0.14.2.20020910113543.00a72958@mail1.qualcomm.com> Message-ID: <5.1.0.14.2.20020910133757.00a73348@mail1.qualcomm.com> by exported what do you mean? and what variables does mod_perl need... and that doesn't explain why other scripts can connect to the same database using the same install of perl and dbd? John At 02:41 PM 9/10/2002 -0400, darren chamberlain wrote: >* John Gedeon [2002-09-10 14:38]: > > I installed perl and all the modules needed to connect to oracle as > > well as all the modules needed for RT. However rt's installation > > script dies when it tries to connect to the database which other perl > > scripts can do. > >I believe that the Oracle DBD requires several environment variables to >be set, including SID. Ensure that they are set and exported in your >environment, and ensure that the startup scripts for mod_perl (if you're >using mod_perl) have the environment variables set as well. > >(darren) > >-- >Let face facts, shall we? There is a very real possibility >that this could also be the *last* day of the rest of your life. > -- Dave Henry >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on your own understanding;" From Peter_Losher at isc.org Tue Sep 10 16:59:56 2002 From: Peter_Losher at isc.org (Peter Losher) Date: Tue, 10 Sep 2002 13:59:56 -0700 Subject: [rt-users] Installing RT w/o mod_perl. In-Reply-To: <15742.18826.577849.830640@onceler.kciLink.com> References: <200209101227.38393@tardis.isc.org> <15742.18826.577849.830640@onceler.kciLink.com> Message-ID: <200209101359.56869@tardis.isc.org> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Tuesday 10 September 2002 12:35 pm, Vivek Khera wrote: > mod_perl runs just fine as a DSO. the only issue i have is a massive > memory leak on restart, so I never do that -- I just stop/start the > server. Unfortunately mod_perl has issues w/ anything above perl 5.005 (this box is using 5.8) on the platform I am installing from (OSF/Alpha), so this may not be an option now. How have those using FastCGI dealt with this issue... In any case, this shouldn't affect using the CLI interface for now while I figure out how to get webRT running. Thanks - - -- Peter_Losher at isc.org - Internet Software Consortium - OpenPGP E8048D08 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.0.7 (FreeBSD) iD8DBQE9fl1MPtVx9OgEjQgRAsoAAJ4meh/2IqzFxn0ch1gIiw0uAz6bPACgslzI N4mGYkchxkB09cpY+HG4BDE= =Jbb2 -----END PGP SIGNATURE----- From sheeri.kritzer at tufts.edu Tue Sep 10 17:56:34 2002 From: sheeri.kritzer at tufts.edu (Sheeri Kritzer) Date: Tue, 10 Sep 2002 17:56:34 -0400 Subject: [rt-users] weird Loop problem Message-ID: <1031694994.3d7e6a92998dd@webmail.tufts.edu> OK, here's a challenge for us all: I have a user, over whose shoulder I have stood, even though he's very competent. He created a ticket in the web interface of RT. He then goes into pine and shoots off an e-mail, cc'ing an alias that we have for RT (it contains a - but no other special characters, and other aliases have a - and we've had no problems, and there's nothing been done new that I know of to RT nor sendmail), putting in the appropriate tag in the subject line. It gets into the ticket, and then the ticket sends the message to the alias again, which bounces. Any ideas why RT would send an e-mail to an alias to itself, when the original e-mail went through just fine? Both the correspondance and comment address are set to the alias, OnCreate NotifyAllWatchers with template Autoreply OnCorrespond NotifyAllWatchers with template Correspondence are the ONLY scrips on the queue (they're our only global scrips and there are no other scrips on the queue). the queue cc and the queue admin cc are the same person, and they go to a working e-mail address. They happen to go to the same person that sent the message, although the From and Reply-To address are different from the e-mail address that the queue cc and queue admin cc are. Any ideas? syslog is showing that the mail was in fact sent, and resent. -Sheeri Kritzer Systems Administrator University Systems Group Tufts University 617-627-3925 sheeri.kritzer at tufts.edu From kazu at kmn.co.jp Tue Sep 10 22:34:27 2002 From: kazu at kmn.co.jp (Kazu Kimura) Date: Wed, 11 Sep 2002 11:34:27 +0900 Subject: [rt-users] Web interface issue Message-ID: <076201c2593b$c2a12b40$3e0aa8c0@Office> Hello, I am installing rt2 with FreeBSD4.6.2/MySQL 3.23.52. Now I have finished installation of rt successfully. As the first step, I am configuring to activate the web interface but it fails as follows. localhost# apachectl configtest Syntax error on line 356 of /usr/local/etc/apache/httpd.conf: Invalid command 'PerlModule', perhaps mis-spelled or defined by a module not included in the server configuration I followed the configuration for Document root after RT/FM installation guide. It is very strange to me because I believe I followed Perlmodule installation and they are all successful. Do you have any suggestion on this issue? Regards, Kazu From mark.a.swayne at xo.com Tue Sep 10 20:39:27 2002 From: mark.a.swayne at xo.com (Swayne, Mark A) Date: Tue, 10 Sep 2002 19:39:27 -0500 Subject: [rt-users] RT2 on Zeus web server Message-ID: <45EDA71CFF25D411A2E400508B6FC52A05E66521@orportexch1.internal.nextlink.net> Can you use FastCGI with Zeus? If so you should be in good shape. If not, read on: RT requires mason. Mason is generally used with mod_perl. However it is possible to use Mason in other environments. I have Mason working on a low traffic site running as a pure CGI. Mason needs to have various objects configured loaded into memory which is achieved in one of two ways. The most common way is to use Apache configuration directives. The other way is to create a 'handler.pl' file (which doesn't really need to be named handler.pl). This file is a perl script that initializes the mason objects (and can do anything else that you would do in a perl script). RT uses a handler.pl file to load Mason. The mod_perl file is called web_mux.pl, I don't recall what the fcgi handler.pl is called. If you can't use FCGI with zeus, you should be able to modify the handler.pl to work. You might try asking for help on the Mason users list. Go to www.masonhq.com for more info. Good luck, Mark -----Original Message----- From: francisv at dagupan.com [mailto:francisv at dagupan.com] Sent: Monday, September 09, 2002 10:56 PM To: rt-users at lists.fsck.com Subject: [rt-users] RT2 on Zeus web server Hi, I have a test Zeus web server running on FreeBSD 4.6-STABLE. Will RT2 run on this platform? I believe RT2 needs mod_perl to run but is it possible to run it without mod_perl? --- francis a. vidal [bitstop network services] | http://www.bitstop.ph streaming media + web hosting | http://www.keystone.ph v(02)330-2871,(02)330-2872; f(02)330-2873 | http://www.kuro.ph _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From jesse at bestpractical.com Wed Sep 11 00:04:09 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 11 Sep 2002 00:04:09 -0400 Subject: [rt-users] RT2 on Zeus web server In-Reply-To: <45EDA71CFF25D411A2E400508B6FC52A05E66521@orportexch1.internal.nextlink.net> References: <45EDA71CFF25D411A2E400508B6FC52A05E66521@orportexch1.internal.nextlink.net> Message-ID: <20020911040409.GP8563@fsck.com> On Tue, Sep 10, 2002 at 07:39:27PM -0500, Swayne, Mark A wrote: > Can you use FastCGI with Zeus? If so you should be in good shape. If not, > read on: > > RT requires mason. Mason is generally used with mod_perl. However it is > possible to use Mason in other environments. I have Mason working on a low > traffic site running as a pure CGI. And actually RT ships with a native fastcgi handler called mason_handler.fcgi. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From francisv at dagupan.com Wed Sep 11 01:10:31 2002 From: francisv at dagupan.com (francisv at dagupan.com) Date: Wed, 11 Sep 2002 13:10:31 +0800 Subject: [rt-users] RT2 on Zeus web server Message-ID: <10F29E27A956D511B0940050DA8D86A985C664@mailserver.dagupan.com> I have PHP running under FastCGI on Zeus. I can probably do it with Mason. Thanks for the info guys! -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Wednesday, September 11, 2002 12:04 PM To: Swayne, Mark A Cc: 'francisv at dagupan.com'; rt-users at lists.fsck.com Subject: Re: [rt-users] RT2 on Zeus web server On Tue, Sep 10, 2002 at 07:39:27PM -0500, Swayne, Mark A wrote: > Can you use FastCGI with Zeus? If so you should be in good shape. If not, > read on: > > RT requires mason. Mason is generally used with mod_perl. However it is > possible to use Mason in other environments. I have Mason working on a low > traffic site running as a pure CGI. And actually RT ships with a native fastcgi handler called mason_handler.fcgi. From francisv at dagupan.com Wed Sep 11 03:00:54 2002 From: francisv at dagupan.com (francisv at dagupan.com) Date: Wed, 11 Sep 2002 15:00:54 +0800 Subject: [rt-users] Running RT2 via FastCGI on Zeus Message-ID: <10F29E27A956D511B0940050DA8D86A985C667@mailserver.dagupan.com> Hi, I was able to make RT2 run on Zeus using FastCGI -- I setup a remote FastCGI responder listening on a certain port and then running a copy of the mason_handler using Zeus' fcgirunner script (copied the procedure on running PHP as FastCGI). I think I need to run RT2 over a new virtual server so that I can map all *.html requests over to the mason_handler process. --- francis a. vidal [bitstop network services] | http://www.bitstop.ph streaming media + web hosting | http://www.keystone.ph v(02)330-2871,(02)330-2872; f(02)330-2873 | http://www.kuro.ph From EstebanC at medikredit.co.za Wed Sep 11 03:48:48 2002 From: EstebanC at medikredit.co.za (Esteban Cabero) Date: Wed, 11 Sep 2002 09:48:48 +0200 Subject: [rt-users] Remove Message-ID: <6EF383DE19D0324DA32C9A6AEE7089A4E4AF31@medimail01.medikredit.co.za> Hello. Could I please be removed off this forum. Many Thanks Esteban Cabero -------------- next part -------------- An HTML attachment was scrubbed... URL: From darren at boston.com Wed Sep 11 08:15:14 2002 From: darren at boston.com (darren chamberlain) Date: Wed, 11 Sep 2002 08:15:14 -0400 Subject: [rt-users] Can anyone Offer some advice?? In-Reply-To: <5.1.0.14.2.20020910133757.00a73348@mail1.qualcomm.com> References: <5.1.0.14.2.20020910113543.00a72958@mail1.qualcomm.com> <3D7E5DA5.7060308@hamburg.fcb.com> <5.1.0.14.2.20020910113543.00a72958@mail1.qualcomm.com> <5.1.0.14.2.20020910133757.00a73348@mail1.qualcomm.com> Message-ID: <20020911121514.GB3925@boston.com> * John Gedeon [2002-09-10 16:38]: > > * John Gedeon [2002-09-10 14:38]: > > > I installed perl and all the modules needed to connect to oracle > > > as well as all the modules needed for RT. However rt's > > > installation script dies when it tries to connect to the database > > > which other perl scripts can do. > > > > I believe that the Oracle DBD requires several environment variables > > to be set, including SID. Ensure that they are set and exported in > > your environment, and ensure that the startup scripts for mod_perl > > (if you're using mod_perl) have the environment variables set as > > well. > > by exported what do you mean? and what variables does mod_perl need... > and that doesn't explain why other scripts can connect to the same > database using the same install of perl and dbd? The difference between: $ FOO=bar and $ FOO=bar; export FOO is that in the first case, subprocesses (i.e., scripts and such launched by your shell) cannot access $FOO, while in the second case they can -- export marks the variable as propogatable (is that a word?). I was attempting to imply that, perhaps, the enviroment under which you are running the programs does have the appropriate Oracle environment variables defined and properly exported in your startup files, while the environment under which you are running the installer (root?) does not. Note that if you are not using a sh-alike (sh, bash, ksh?), this is not an issue, but, again, if you are running the install script as root, the shell is most likely sh (does any *nix ship with root's shell as something else?) As far as what environment variables Oracle uses, that I cannot help you with; I'm not an Oracle user, but this has come up on the mod_perl list enough that I'm starting to recognize the symptoms. :) A search of the mod_perl guide for Oracle () comes up with some helpful information, e.g.: Good luck. (darren) -- There is not enough love in the world to squander it on anything by human beings. From darren at boston.com Wed Sep 11 08:18:06 2002 From: darren at boston.com (darren chamberlain) Date: Wed, 11 Sep 2002 08:18:06 -0400 Subject: [rt-users] Web interface issue In-Reply-To: <076201c2593b$c2a12b40$3e0aa8c0@Office> References: <076201c2593b$c2a12b40$3e0aa8c0@Office> Message-ID: <20020911121806.GC3925@boston.com> * Kazu Kimura [2002-09-10 22:33]: > localhost# apachectl configtest > Syntax error on line 356 of /usr/local/etc/apache/httpd.conf: > Invalid command 'PerlModule', perhaps mis-spelled or defined by a module not > included in the server configuration > > I followed the configuration for Document root after RT/FM > installation guide. > > It is very strange to me because I believe I followed Perlmodule > installation and they are all successful. Make sure that the apachectl you are invoking (which apachectl will tell you) is pointing to your new httpd with mod_perl installed. (darren) -- Unix is like a toll road on which you have to stop every 50 feet to pay another nickel. But hey! You only feel 5 cents poorer each time. -- Larry Wall From medawsonjr at yahoo.com Wed Sep 11 09:40:43 2002 From: medawsonjr at yahoo.com (Mark E. Dawson, Jr.) Date: Wed, 11 Sep 2002 06:40:43 -0700 (PDT) Subject: [rt-users] RT2.0.14, keywords, and email interface Message-ID: <20020911134043.56398.qmail@web11203.mail.yahoo.com> First of all, let me state that you guys have been very helpful up to now in my evaluation of RT as a replacement for our Siebel environment. I got a test system set up yesterday to demonstrate before the IT Director and a few other managerial types. They loved it. HOWEVER, they did feel that the web interface for creating tickets displayed a little too much to the user. For instance, there were drop down menus on that page for selecting the state of the ticket, for assigning the ticket to a specific person, etc. All these options on this interface could confuse an end-user, or even create havoc with them assigning their own tickets to people they want (all of user X's tickets always seems to get assigned to me). Therefore, management likes the idea of the users using the email correspondence. However, there is no facility for users to specify keywords in their email that will get populated in the keyword section of the ticket creation. This capability *is* pro- vided from the web interface for ticket creation, though. Is there a way for a standard email ticket to specify keywords you've created that will automatically get recognized by RT and populated in the ticket? Alternatively, if we took our current Keywords, such as "Applications", and turned them into queues instead is there a way for RT to prune the email looking for such tag words in the subject or body and have it automatically assign to a given queue? Thanks in advance. __________________________________________________ Yahoo! - We Remember 9-11: A tribute to the more than 3,000 lives lost http://dir.remember.yahoo.com/tribute From darren at boston.com Wed Sep 11 10:15:15 2002 From: darren at boston.com (darren chamberlain) Date: Wed, 11 Sep 2002 10:15:15 -0400 Subject: [rt-users] RT2.0.14, keywords, and email interface In-Reply-To: <20020911134043.56398.qmail@web11203.mail.yahoo.com> References: <20020911134043.56398.qmail@web11203.mail.yahoo.com> Message-ID: <20020911141515.GG3925@boston.com> * Mark E. Dawson, Jr. [2002-09-11 09:43]: > Is there a way for a standard email ticket to specify > keywords you've created that will automatically get > recognized by RT and populated in the ticket? Look at the enhanced-mailgate, at . enhanced-mailgate lets you specify parameters for a ticket, as in the example from the readme: In the message body, before any other text, you want to include pseudo-headers like this: RT-Ticket: 4321 RT-Owner: adam RT-Status: resolved RT-Requestor: -richo at upromise.com RT-AdminCc: +richo at upromise.com RT-Priority: 90 RT-Due: 6/21/2002 and then a pair of newlines. Out of the box, enhanced-mailgate requires that users sign their messages with PGP or GPG, so that the pseudo-headers can't be arbitrarily set by anyone (i.e., it tries to verify that the user sending the mail is the owner of the message before it lets the mail modify things like status). This might be an issue for you. (darren) -- Unix was not designed to stop you from doing stupid things, because that would also stop you from doing clever things. -- Doug Gwyn From fstanley at netburner.com Wed Sep 11 14:20:46 2002 From: fstanley at netburner.com (Forrest Stanley) Date: Wed, 11 Sep 2002 11:20:46 -0700 Subject: [rt-users] installation deps Message-ID: <5.1.0.14.2.20020911111800.00b6df60@mail.netburner.com> I have been going through trying to get all my deps in order. I have narrowed it down to 5 remaining. I am running red hat 7.1 on RT2-0-14. All these deps say that they are up to date when I run CPAN, yet the make testdeps will not recognize them.. Here is a typical install, followed by a testdeps: # perl -MCPAN -e 'install Params::Validate' CPAN: Storable loaded ok Going to read /root/.cpan/Metadata Database was generated on Mon, 26 Aug 2002 09:52:17 GMT Running install for module Params::Validate Running make for D/DR/DROLSKY/Params-Validate-0.24.tar.gz CPAN: Digest::MD5 loaded ok Checksum for /root/.cpan/sources/authors/id/D/DR/DROLSKY/Params-Validate-0.24.tar.gz ok Scanning cache /root/.cpan/build for sizes Params-Validate-0.24/ Params-Validate-0.24/t/ Params-Validate-0.24/t/tests.pl Params-Validate-0.24/t/with.pl Params-Validate-0.24/t/08-noop_with.t Params-Validate-0.24/t/05-noop_default.t Params-Validate-0.24/t/04-defaults.t Params-Validate-0.24/t/03-attribute.t Params-Validate-0.24/t/defaults.pl Params-Validate-0.24/t/02-noop.t Params-Validate-0.24/t/01-validate.t Params-Validate-0.24/t/07-with.t Params-Validate-0.24/t/06-options.t Params-Validate-0.24/Changes Params-Validate-0.24/MANIFEST Params-Validate-0.24/lib/ Params-Validate-0.24/lib/Attribute/ Params-Validate-0.24/lib/Attribute/Params/ Params-Validate-0.24/lib/Attribute/Params/Validate.pm Params-Validate-0.24/lib/Params/ Params-Validate-0.24/lib/Params/Validate.pm Params-Validate-0.24/README Params-Validate-0.24/Makefile.PL Removing previously used /root/.cpan/build/Params-Validate-0.24 CPAN.pm: Going to build D/DR/DROLSKY/Params-Validate-0.24.tar.gz *** NOTE *** You can safely ignore the warnings below about 'Too late to run CHECK/INIT blocks'. ************* Checking if your kit is complete... Looks good Writing Makefile for Params::Validate cp lib/Attribute/Params/Validate.pm blib/lib/Attribute/Params/Validate.pm cp lib/Params/Validate.pm blib/lib/Params/Validate.pm Manifying blib/man3/Attribute::Params::Validate.3 Manifying blib/man3/Params::Validate.3 /usr/bin/make -- OK Running make test PERL_DL_NONLAZY=1 /usr/local/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'blib/lib', 'blib/arch')" t/*.t t/01-validate........ok t/02-noop............ok t/03-attribute.......ok t/04-defaults........ok t/05-noop_default....ok t/06-options.........ok t/07-with............ok t/08-noop_with.......ok All tests successful. Files=8, Tests=239, 2 wallclock secs ( 1.28 cusr + 0.18 csys = 1.46 CPU) /usr/bin/make test -- OK Running make install Installing /usr/local/lib/perl5/site_perl/5.8.0/Attribute/Params/Validate.pm Installing /usr/local/lib/perl5/site_perl/5.8.0/Params/Validate.pm Installing /usr/local/man/man3/Attribute::Params::Validate.3 Installing /usr/local/man/man3/Params::Validate.3 Writing /usr/local/lib/perl5/site_perl/5.8.0/i586-linux/auto/Params/Validate/.packlist Appending installation info to /usr/local/lib/perl5/5.8.0/i586-linux/perllocal.pod /usr/bin/make install -- OK # 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 ....Params::Validate 0.02 not installed. <----- still not found Checking for HTML::Mason 1.02 ....HTML::Mason 1.02 not installed. Checking for CGI::Cookie 1.20 ...found Checking for Apache::Cookie....Apache::Cookie not installed. 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....Log::Dispatch not installed. Checking for DBD::mysql 2.0416 ...found Any ideas what could be causing this? thanks, Forrest From joseph85750 at yahoo.com Wed Sep 11 14:23:24 2002 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Wed, 11 Sep 2002 11:23:24 -0700 (PDT) Subject: [rt-users] location of scrips and keywords? Message-ID: <20020911182324.64865.qmail@web13108.mail.yahoo.com> When configuring scrips and keywords in RT, are those configurations stored in the database (postgres, mysql, etc) or are they stored in some other RT data config file? I'm going to transplant an older test RT to a new faster system (clean database, etc.) and was curious if I had to re-do all the configuring. thanks in advance! __________________________________________________ Yahoo! - We Remember 9-11: A tribute to the more than 3,000 lives lost http://dir.remember.yahoo.com/tribute From khera at kcilink.com Wed Sep 11 15:06:58 2002 From: khera at kcilink.com (Vivek Khera) Date: Wed, 11 Sep 2002 15:06:58 -0400 Subject: [rt-users] installation deps In-Reply-To: <5.1.0.14.2.20020911111800.00b6df60@mail.netburner.com> References: <5.1.0.14.2.20020911111800.00b6df60@mail.netburner.com> Message-ID: <15743.37970.252068.785410@onceler.kciLink.com> >>>>> "FS" == Forrest Stanley writes: FS> Any ideas what could be causing this? FS> thanks, FS> Forrest The only explanation is that "perl" when run from root's path, is different from "/usr/bin/perl". What does "perl -V" say when run as root, and what does "/usr/bin/perl -V" say? From garyo at genarts.com Wed Sep 11 15:18:29 2002 From: garyo at genarts.com (Gary Oberbrunner) Date: Wed, 11 Sep 2002 15:18:29 -0400 Subject: [rt-users] More on RT 2.0.14 WebRT woes References: <3D7CF98E.2010500@genarts.com> <1031645088.13002.6.camel@zitpcx3298> <3D7DF649.40607@genarts.com> Message-ID: <3D7F9705.80800@genarts.com> Problem solved. I switched the args_method in NewMason11ApacheHandler (in /usr/local/rt2/lib/RT/Interface/Web.pm) from 'CGI' to 'mod_perl' and now WebRT works perfectly again! (PerlFreshRestart is on in my config.) -- Gary Oberbrunner I wrote: > Sven Sternberger wrote: > >> after updating I had the same effect, my failure was to remove >> the line in httpd.conf >> >>>> PerlFreshRestart On<< >>> > > Thanks, Sven. > > Unfortunately I've now tried it with and without this line, with no > difference. After tracing the internals a bit I've discovered that > $user and $pass are not getting passed through from the form to > webmux.pl, so it doesn't even try to authenticate. It seems in fact > that *no* form posting data is getting through to any Mason component. > I'm using the latest Mason, 1.13. > > I guess the next thing is to turn on Mason debugging; anyone know how to > do that? > > Just for the benefit of other newbies on the list, I've discovered that > HTML gets handled in the following order: > > Request for HTML page from browser comes in to apache > httpd.conf says to use RT::Mason to handle it > RT::Mason is defined in webmux.pl > RT::Mason creates handler via RT::Interface::Web::NewMasonApacheHandler > which calls HTML::Mason::ApacheHandler to do the work. > ... then some stuff I don't understand yet... > then Mason passes the HTML request to $RT/WebRT/html/autohandler. It > does whatever it does, then eventually calls $m->call_next, which > normally (I think) calls RT::Mason::handler, in webmux.pl. > > But in my case autohandler, which handles authentication, is not getting > $user and $pass (or any other form data). And I guess those are set in > the part that I don't understand yet. > > Any hints? From jgedeon at qualcomm.com Wed Sep 11 17:13:15 2002 From: jgedeon at qualcomm.com (John Gedeon) Date: Wed, 11 Sep 2002 14:13:15 -0700 Subject: [rt-users] Wierd error upon installation Message-ID: <5.1.0.14.2.20020911140536.00a9e520@mail1.qualcomm.com> Hi, I have mysql and perl and all the modules for rt installed. I run make install for rt and it ends in the error below. If any one can tell me what is wrong and/or how to fix it I would be much apreaciative. the make file creates the database and all the tables. i can connect with a short script as the rtuser and select from the tables . /local/mnt/workspace/jgedeon/local/bin/perl -I//local/mnt/workspace/jgedeon/local/rt2/etc -I//local/mnt/workspace/jgedeon/local/rt2/lib //local/mnt/workspace/jgedeon/local/rt2/etc/insertdata RT::Handle=HASH(0x11058c) couldn't prepare the query 'SELECT * FROM Users WHERE Name = ?'ORA-03115: unsupported network datatype or representation (DBD: odescr failed) Can't call method "fetchrow_hashref" on an undefined value at /local/mnt/workspace/jgedeon/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm line 794. RT::Handle=HASH(0x11058c) couldn't execute the query 'INSERT INTO Users (Comments, LastUpdatedBy, Password, Privileged, Created, RealName, LastUpdated, Name, Creator) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)'ORA-01861: literal does not match format string (DBD: oexec error) Checking for existing system user...not found. This appears to be a new installationCreating system user...Could not create user *** Error code 1 make: Fatal error: Command failed for target `insert' John <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on your own understanding;" From jorge.varela at aspix.com.br Wed Sep 11 18:17:18 2002 From: jorge.varela at aspix.com.br (Jorge Soares Varela - ASPIX) Date: Wed, 11 Sep 2002 19:17:18 -0300 Subject: [rt-users] RT Action Message-ID: <3D7FC0EE.5040801@aspix.com.br> Hi All..... Is it possible to create a script with a condition OnCreate and an action like "NotifyCcAsComment" ? Thanks a lot Jorge From pdh at snapgear.com Wed Sep 11 19:50:53 2002 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 12 Sep 2002 09:50:53 +1000 Subject: [rt-users] RT2.0.14, keywords, and email interface In-Reply-To: <20020911134043.56398.qmail@web11203.mail.yahoo.com> References: <20020911134043.56398.qmail@web11203.mail.yahoo.com> Message-ID: <20020911235053.GB464@luggage> Mark E. Dawson, Jr. wrote: > HOWEVER, they did feel that the web interface for > creating tickets displayed a little too much to the > user. For instance, there were drop down menus on > that page for selecting the state of the ticket, for > assigning the ticket to a specific person, etc. All > these options on this interface could confuse an > end-user, or even create havoc with them assigning > their own tickets to people they want (all of user > X's tickets always seems to get assigned to me). So, make a copy of /path/to/rt2/WebRT/html/Ticket/Create.html containing only the Elements that you want. Put it in /path/to/rt2/local/WebRT/html/Ticket/Create.html. Or use the SelfService interface at http://your.rt.server/SelfService/ to allow users to submit tickets. > Is there a way for a standard email ticket to specify > keywords you've created that will automatically get > recognized by RT and populated in the ticket? As Darren said, if you want to go down this path, you want to look at the enhanced-mailgate. -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From kazu at kmn.co.jp Wed Sep 11 21:01:57 2002 From: kazu at kmn.co.jp (Kazu Kimura) Date: Thu, 12 Sep 2002 10:01:57 +0900 Subject: [rt-users] Web interface issue References: <076201c2593b$c2a12b40$3e0aa8c0@Office> <20020911121806.GC3925@boston.com> Message-ID: <0bf101c259f8$01c9d080$3e0aa8c0@Office> Darren and Jesse, Yes, I confirmed there are two apchectl commands and I tried with correct one. It works. But I found another problem in /usr/local/apache/logs/error_log. So, I cannot open the web interface. [Thu Sep 12 00:55:21 2002] [error] Can't call method "handle_request" on an undefined value at /opt/rt2/bin/webmux.pl line 170, line 2. Any suggestion? Regards, Kazu ----- Original Message ----- From: "darren chamberlain" To: Sent: Wednesday, September 11, 2002 9:18 PM Subject: Re: [rt-users] Web interface issue > * Kazu Kimura [2002-09-10 22:33]: > > localhost# apachectl configtest > > Syntax error on line 356 of /usr/local/etc/apache/httpd.conf: > > Invalid command 'PerlModule', perhaps mis-spelled or defined by a module not > > included in the server configuration > > > > I followed the configuration for Document root after RT/FM > > installation guide. > > > > It is very strange to me because I believe I followed Perlmodule > > installation and they are all successful. > > Make sure that the apachectl you are invoking (which apachectl will tell > you) is pointing to your new httpd with mod_perl installed. > > (darren) > > -- > Unix is like a toll road on which you have to stop every 50 feet > to pay another nickel. But hey! You only feel 5 cents poorer > each time. > -- Larry Wall > _______________________________________________ > 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 medawsonjr at yahoo.com Wed Sep 11 21:06:49 2002 From: medawsonjr at yahoo.com (Mark E. Dawson, Jr.) Date: Wed, 11 Sep 2002 18:06:49 -0700 (PDT) Subject: [rt-users] RT2.0.14, keywords, and email interface In-Reply-To: <20020911235053.GB464@luggage> Message-ID: <20020912010649.18620.qmail@web11207.mail.yahoo.com> > Or use the SelfService interface at > > http://your.rt.server/SelfService/ > > to allow users to submit tickets. Interesting that you should mention that. The only time we were able to get that page for a user is if we took away all his privs. Of course, he got this SelfService page, but was unable to do anything on it. Do you, or anyone else, know what the minimum required provs are to get a user at the SelfService page, and still be able to create tickets? I'd hate to have to go through trial and error with every priv if someone already knows the answer to this. Thanks in advance. __________________________________________________ Yahoo! - We Remember 9-11: A tribute to the more than 3,000 lives lost http://dir.remember.yahoo.com/tribute From pdh at snapgear.com Wed Sep 11 21:08:16 2002 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 12 Sep 2002 11:08:16 +1000 Subject: [rt-users] RT2.0.14, keywords, and email interface In-Reply-To: <20020912010649.18620.qmail@web11207.mail.yahoo.com> References: <20020911235053.GB464@luggage> <20020912010649.18620.qmail@web11207.mail.yahoo.com> Message-ID: <20020912010816.GD464@luggage> Mark E. Dawson, Jr. wrote: > Do you, or anyone else, know what the minimum required > provs are to get a user at the SelfService page, and > still be able to create tickets? I've never used it, but.... try making the user unprivileged and allowing "Everyone" the right to "Create Ticket" in 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 plasmaball at pchome.com.tw Tue Sep 10 23:10:47 2002 From: plasmaball at pchome.com.tw (plasma) Date: Wed, 11 Sep 2002 11:10:47 +0800 Subject: [rt-users] Web interface issue In-Reply-To: <076201c2593b$c2a12b40$3e0aa8c0@Office> References: <076201c2593b$c2a12b40$3e0aa8c0@Office> Message-ID: <20020911031047.GA16416@plasmanb.plasma.idv.tw> On Wed, Sep 11, 2002 at 11:34:27AM +0900, Kazu Kimura wrote: > localhost# apachectl configtest > Syntax error on line 356 of /usr/local/etc/apache/httpd.conf: > Invalid command 'PerlModule', perhaps mis-spelled or defined by a module not > included in the server configuration Seems you does not install mod_perl. Please check that. 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 atossava at cc.helsinki.fi Thu Sep 12 05:54:26 2002 From: atossava at cc.helsinki.fi (Atro Tossavainen) Date: Thu, 12 Sep 2002 12:54:26 +0300 (EEST) Subject: [rt-users] (Repost) Two different queues; admins see only one Message-ID: <200209120954.g8C9sQ218507@kruuna.Helsinki.FI> Sorry for remailing this. The original was on July 31. --- This is on RT 2.0.6. I've created two queues, "bio-helpdesk" and "mm-helpdesk". The queues are enabled. I've created a bunch of users, some of whom I've added to the group "bio-admin" and some to "mm-admin". I've given the ModifyTicket, OwnTicket, ShowTicket, ShowTicketComments, Watch, and WatchAsAdminCc permissions to the queues to their relevant admin groups. I've included the people in both "-admin" groups as Watchers for the relevant queues. Users in the bio-admin group have no problems, but when users in the mm-admin group log in, they see the bio-helpdesk queue only, can't view any tickets in it though (as the mm-admin group only has rights to mm-helpdesk) and they can't access stuff for the mm-helpdesk queue at all. They can't even create a new ticket in it from the web interface even though it's allowed for Everyone. I've stopped and started Apache, though it shouldn't matter as this is purely a rights issue, not at all related to httpd.conf. No effect, of course. Anybody got any ideas? -- Atro Tossavainen (Mr.) / The Institute of Biotechnology at Systems Analyst, Techno-Amish & / the University of Helsinki, Finland, +358-9-19158939 UNIX Dinosaur / employs me, but my opinions are my own. < URL : http : / / www . iki . fi / atro . tossavainen / > File attachments NOT welcome unless agreed to beforehand. From nils.ketelsen at kuehne-nagel.com Thu Sep 12 06:44:39 2002 From: nils.ketelsen at kuehne-nagel.com (Nils Ketelsen) Date: Thu, 12 Sep 2002 12:44:39 +0200 Subject: [rt-users] (Repost) Two different queues; admins see only one In-Reply-To: <200209120954.g8C9sQ218507@kruuna.Helsinki.FI> Message-ID: <5.1.0.14.0.20020912124216.00a9d330@194.151.203.161> At 12:54 12.09.2002 +0300, Atro Tossavainen wrote: >I've stopped and started Apache, though it shouldn't matter as this >is purely a rights issue, not at all related to httpd.conf. No effect, >of course. Who has what "SeeQueue" right? Nils From davide.manzoni at wseurope.com Thu Sep 12 06:42:38 2002 From: davide.manzoni at wseurope.com (Davide Manzoni) Date: 12 Sep 2002 12:42:38 +0200 Subject: [rt-users] Problem saving attachments on db mysql Message-ID: <1031827358.6557.49.camel@kenny.wired> Hi all, my name is Davide Manzoni, I work ad a System Specialist in an Italian ireless Company. This is my first post to this mailing list. We have used RT for months, without problem, upgrading it a couple of times. Now we found a problem with attachments. Some attachments are not being saved by the DBD:mysql module called by RT. The logs say: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.6.0/DBIx/SearchBuilder/H andle.pm line 320, line 25657. RT::Handle=HASH(0x80fda30) couldn't execute the query 'INSERT INTO Attachments (Creator, ContentEncoding, Filena me, TransactionId, Headers, ContentType, Subject, Content, Created, Parent) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ? )'MySQL server has gone away This problem arises only for attachment over a certain dimension (1Mb is ok, but 1.2Mb always gives such problems). Two attachments of 1Mb are saved correctly (with two INSERT I suppose). Could anyone help me to solve this problem, please ? Thanks, Davide Manzoni From nils.ketelsen at kuehne-nagel.com Thu Sep 12 08:54:08 2002 From: nils.ketelsen at kuehne-nagel.com (Nils Ketelsen) Date: Thu, 12 Sep 2002 14:54:08 +0200 Subject: [rt-users] Bug: Mails with Attachements Message-ID: <5.1.0.14.0.20020912145044.00a9d560@194.151.203.161> Hi! When I send an E-Mail with Attachement to my RT and the Filename of the Attachement contains a whitespace this whitespace is not encoded in the link showing up in the Ticket. An example Link looks like this: http://ticket.int.kn/Ticket/Attachment/2016/1251/7 Sekunden.jpg But is should be more like this: http://ticket.int.kn/Ticket/Attachment/2016/1251/7%20Sekunden.jpg Otherwise you will just receive an Errormessage from the Webserver. I guess it will be the same with Special-Characters in the filename. I guess its a bug, but it might as well be a local problem of my own. Best regards, Nils From j.albert at gom.com Thu Sep 12 09:32:29 2002 From: j.albert at gom.com (Joern Albert) Date: Thu, 12 Sep 2002 15:32:29 +0200 Subject: [rt-users] on single comment send mail to cc Message-ID: <3D80976D.1040204@gom.com> Hello The cc field at the comment page does not funktion. There is no email send to any mail adress I enter there. If I make a script then a mail is send to all ppl marked cc in the people field of the ticket. But I thought the cc field on the comment page should be a one time notice field directly for this single comment. And this is exactly what I need. Is there a bug or has this to be elsewhere configured? I use rt 2.0.13 and the mail is working. see you J?rn Albert From atossava at cc.helsinki.fi Thu Sep 12 10:10:53 2002 From: atossava at cc.helsinki.fi (Atro Tossavainen) Date: Thu, 12 Sep 2002 17:10:53 +0300 (EEST) Subject: [rt-users] (Repost) Two different queues; admins see only one In-Reply-To: <5.1.0.14.0.20020912124216.00a9d330@194.151.203.161> from Nils Ketelsen at "Sep 12, 2002 12:44:39 pm" Message-ID: <200209121410.g8CEArs13218@kruuna.Helsinki.FI> > Who has what "SeeQueue" right? Jeezus, I ought to be shot. For some reason, Everyone had ShowTicket instead of SeeQueue in the problem queue. Of course, the two aren't even close in the list of rights (if they were, that would go a little way towards explaining why I had got it wrong). Thank you! -- Atro Tossavainen (Mr.) / The Institute of Biotechnology at Systems Analyst, Techno-Amish & / the University of Helsinki, Finland, +358-9-19158939 UNIX Dinosaur / employs me, but my opinions are my own. < URL : http : / / www . iki . fi / atro . tossavainen / > File attachments NOT welcome unless agreed to beforehand. From KFerguso at chi.navtech.com Thu Sep 12 10:40:20 2002 From: KFerguso at chi.navtech.com (Ferguson, Kevin) Date: Thu, 12 Sep 2002 09:40:20 -0500 Subject: [rt-users] on single comment send mail to cc Message-ID: <6F532DFDE4E2D6418E739E2494A3696735D89D@mailman.chi.navtech.com> To enable the CC/BCC fields in the Reply and Comment screens, you need to set up the additional scrips using the NotifyOtherRecipients actions. Here are the additional scrips on my machine. OnComment NotifyOtherRecipientsAsComment with template Correspondence OnCorrespond NotifyOtherRecipients with template Correspondence ttfn, kevin -----Original Message----- From: Joern Albert [mailto:j.albert at gom.com] Sent: Thursday, September 12, 2002 8:32 AM To: rt-users at lists.fsck.com Subject: [rt-users] on single comment send mail to cc Hello The cc field at the comment page does not funktion. There is no email send to any mail adress I enter there. If I make a script then a mail is send to all ppl marked cc in the people field of the ticket. But I thought the cc field on the comment page should be a one time notice field directly for this single comment. And this is exactly what I need. Is there a bug or has this to be elsewhere configured? I use rt 2.0.13 and the mail is working. see you J?rn Albert _______________________________________________ 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 Thu Sep 12 10:56:50 2002 From: niranjanalt at yahoo.com (Niranjan Patel) Date: Thu, 12 Sep 2002 07:56:50 -0700 (PDT) Subject: [rt-users] Error on Testdeps Message-ID: <20020912145650.38939.qmail@web12901.mail.yahoo.com> Hello everybody I am getting the following error while running testdeps. Thanks ------------------------------------------- sun51 niranjan /homes/woprf/n/niranjan/tmpfiles/rt-2-0-14 302 > make testdeps /homes/woprf/n/niranjan/Perl ./tools/testdeps -warn mysql make: execvp: /homes/woprf/n/niranjan/Perl: Permission denied make: *** [testdeps] Error 127 ------------------------------------------- __________________________________________________ Do you Yahoo!? Yahoo! News - Today's headlines http://news.yahoo.com From niranjanalt at yahoo.com Thu Sep 12 11:14:53 2002 From: niranjanalt at yahoo.com (Niranjan Patel) Date: Thu, 12 Sep 2002 08:14:53 -0700 (PDT) Subject: [rt-users] Error on Testdeps In-Reply-To: <20020912145650.38939.qmail@web12901.mail.yahoo.com> Message-ID: <20020912151453.47447.qmail@web12901.mail.yahoo.com> I got it I had to chnage perl path in Makefile Thanks --- Niranjan Patel wrote: > Hello everybody > > I am getting the following error while running > testdeps. > > Thanks > ------------------------------------------- > sun51 niranjan > /homes/woprf/n/niranjan/tmpfiles/rt-2-0-14 302 > > make > testdeps > /homes/woprf/n/niranjan/Perl ./tools/testdeps -warn > mysql > make: execvp: /homes/woprf/n/niranjan/Perl: > Permission > denied > make: *** [testdeps] Error 127 > ------------------------------------------- > > > > __________________________________________________ > Do you Yahoo!? > Yahoo! News - Today's headlines > http://news.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!? Yahoo! News - Today's headlines http://news.yahoo.com From schamane at fam.tuwien.ac.at Thu Sep 12 11:23:51 2002 From: schamane at fam.tuwien.ac.at (Andreas Schamanek) Date: Thu, 12 Sep 2002 17:23:51 +0200 (MEST) Subject: [rt-users] OnComment NotifyAdminCcs does not work Message-ID: Hi fellow RT friends, I am using RT 2.0.14 and I am pretty happy with it. For some reason one of my scrips does not work. I have set admin at myhost.at as AdminCC for the queue and I have set the global scrip OnComment NotifyAdminCcsAsComment with template AdminComment But when a comment is made admin at myhost.at does get nothing. Any idea how this comes? -- -- Andreas From dmmooney at earthlink.net Fri Sep 13 11:26:50 2002 From: dmmooney at earthlink.net (Drew Mooney) Date: Fri, 13 Sep 2002 10:26:50 -0500 Subject: Subject: Re: [rt-users] installation deps Message-ID: <3D8203BA.42AF3E2B@earthlink.net> I had a similar problem. Most likely thing that's happened is that CPAN has installed perl5.8.0 for you in /usr/local/bin - and your RT Makefile still references old-perl in /usr/bin. Change the line near the top of the Makefile to /usr/local/bin/perl and everything should go smoothly. Good luck, Drew M. Mooney From schamane at fam.tuwien.ac.at Thu Sep 12 11:44:40 2002 From: schamane at fam.tuwien.ac.at (Andreas Schamanek) Date: Thu, 12 Sep 2002 17:44:40 +0200 (MEST) Subject: [rt-users] OnComment NotifyAdminCcs does not work In-Reply-To: Message-ID: On Thu, 12 Sep 2002, Andreas Schamanek wrote: > admin at myhost.at as AdminCC for the queue > > and I have set the global scrip > > OnComment NotifyAdminCcsAsComment with template AdminComment > > But when a comment is made admin at myhost.at does get nothing. Ooops. Sorry for this. I found the answer myself (at least, I hope so): I was testing it as user admin at myhost.at. Seems like RT is too clever for me :) cause comments are apparently not sent to the user who made the coment. When I logged in as another user and made a comment, this comment was sent to the AdminCc as expected. Thanks for this great program, -- -- Andreas From james at elefire.com Thu Sep 12 12:14:00 2002 From: james at elefire.com (James Maddison) Date: Thu, 12 Sep 2002 16:14:00 -0000 (BST) Subject: [rt-users] notifying all users Message-ID: <40191.217.169.31.101.1031847240.squirrel@dona.bm.elefire.com> Hi, I am using an RT setup where I want every single transaction/change of ownership.. basically everything.. to be notified to an RT user's e-mail address. I wondered if it was possible to make RT do this, or if not is there an addon which provides this kind of functionality. Basically a NotifyUser notify option where users of a particular group where notified when this Scrip was hit would do the trick. Something like that. Thanks in advance, Regards, James james at elefire.com From jgedeon at qualcomm.com Thu Sep 12 12:25:15 2002 From: jgedeon at qualcomm.com (John Gedeon) Date: Thu, 12 Sep 2002 09:25:15 -0700 Subject: [rt-users] Wierd error upon installation (Can Any One Help?) In-Reply-To: <5.1.0.14.2.20020911140536.00a9e520@mail1.qualcomm.com> Message-ID: <5.1.0.14.2.20020912092431.00a66818@mail1.qualcomm.com> Hi, I have mysql and perl and all the modules for rt installed. I run make install for rt and it ends in the error below. If any one can tell me what is wrong and/or how to fix it I would be much apreaciative. the make file creates the database and all the tables. i can connect with a short script as the rtuser and select from the tables . /local/mnt/workspace/jgedeon/local/bin/perl -I//local/mnt/workspace/jgedeon/local/rt2/etc -I//local/mnt/workspace/jgedeon/local/rt2/lib //local/mnt/workspace/jgedeon/local/rt2/etc/insertdata RT::Handle=HASH(0x11058c) couldn't prepare the query 'SELECT * FROM Users WHERE Name = ?'ORA-03115: unsupported network datatype or representation (DBD: odescr failed) Can't call method "fetchrow_hashref" on an undefined value at /local/mnt/workspace/jgedeon/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm line 794. RT::Handle=HASH(0x11058c) couldn't execute the query 'INSERT INTO Users (Comments, LastUpdatedBy, Password, Privileged, Created, RealName, LastUpdated, Name, Creator) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)'ORA-01861: literal does not match format string (DBD: oexec error) Checking for existing system user...not found. This appears to be a new installationCreating system user...Could not create user *** Error code 1 make: Fatal error: Command failed for target `insert' John <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on your own understanding;" From jgedeon at qualcomm.com Thu Sep 12 12:52:04 2002 From: jgedeon at qualcomm.com (John Gedeon) Date: Thu, 12 Sep 2002 09:52:04 -0700 Subject: [rt-users] Wierd error upon installation (Can Any One Help?) In-Reply-To: <20020912164633.GD10827@fsck.com> References: <5.1.0.14.2.20020912092431.00a66818@mail1.qualcomm.com> <5.1.0.14.2.20020911140536.00a9e520@mail1.qualcomm.com> <5.1.0.14.2.20020912092431.00a66818@mail1.qualcomm.com> Message-ID: <5.1.0.14.2.20020912095109.00adc700@mail1.qualcomm.com> But I put in the makefile that i am using mysql... infact rt connects to the mysql db and creates the tables and database for its self and the user? At 12:46 PM 9/12/2002 -0400, you wrote: >That looks rather like an oracle error... > > >On Thu, Sep 12, 2002 at 09:25:15AM -0700, John Gedeon wrote: > > Hi, > > I have mysql and perl and all the modules for rt installed. I run make > > install for rt and it ends in the error below. > > If any one can tell me what is wrong and/or how to fix it I would be much > > apreaciative. > > the make file creates the database and all the tables. i can connect > with a > > short script as the rtuser and select from the tables . > > /local/mnt/workspace/jgedeon/local/bin/perl > > -I//local/mnt/workspace/jgedeon/local/rt2/etc > > -I//local/mnt/workspace/jgedeon/local/rt2/lib > > //local/mnt/workspace/jgedeon/local/rt2/etc/insertdata > > RT::Handle=HASH(0x11058c) couldn't prepare the query 'SELECT * FROM Users > > WHERE Name = ?'ORA-03115: unsupported network datatype or representation > > (DBD: odescr failed) > > Can't call method "fetchrow_hashref" on an undefined value at > > > /local/mnt/workspace/jgedeon/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm > > > line 794. > > RT::Handle=HASH(0x11058c) couldn't execute the query 'INSERT INTO Users > > (Comments, LastUpdatedBy, Password, Privileged, Created, RealName, > > LastUpdated, Name, Creator) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)'ORA-01861: > > literal does not match format string (DBD: oexec error) > > Checking for existing system user...not found. This appears to be a new > > installationCreating system user...Could not create user > > *** Error code 1 > > make: Fatal error: Command failed for target `insert' > > John > > > > <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on > > your own understanding;" > > > > _______________________________________________ > > 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. <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on your own understanding;" From jgedeon at qualcomm.com Thu Sep 12 13:18:39 2002 From: jgedeon at qualcomm.com (John Gedeon) Date: Thu, 12 Sep 2002 10:18:39 -0700 Subject: [rt-users] Wierd error upon installation (Can Any One Help?) In-Reply-To: <20020912165312.GE10827@fsck.com> References: <5.1.0.14.2.20020912095109.00adc700@mail1.qualcomm.com> <5.1.0.14.2.20020912092431.00a66818@mail1.qualcomm.com> <5.1.0.14.2.20020911140536.00a9e520@mail1.qualcomm.com> <5.1.0.14.2.20020912092431.00a66818@mail1.qualcomm.com> <5.1.0.14.2.20020912095109.00adc700@mail1.qualcomm.com> Message-ID: <5.1.0.14.2.20020912101514.00b08d68@mail1.qualcomm.com> Then where is it coming from I am really lost.... I know oracle is installed on a differnet machine and that i have the perl dbd for it install but I put in the make file that i wanted to use mysql and that the host was on the local host. What am I setting wrong? Thanks for your time :) John At 12:53 PM 9/12/2002 -0400, you wrote: > >> RT::Handle=HASH(0x11058c) couldn't prepare the query 'SELECT * FROM > >> Users > >> WHERE Name = ?'ORA-03115: unsupported network datatype or > >> representation > >> (DBD: odescr failed) > > >That's not a mysql error. > > >On Thu, Sep 12, 2002 at 09:52:04AM -0700, John Gedeon wrote: > > But I put in the makefile that i am using mysql... infact rt connects to > > the mysql db and creates the tables and database for its self and the user? > > > > At 12:46 PM 9/12/2002 -0400, you wrote: > > >That looks rather like an oracle error... > > > > > > > > >On Thu, Sep 12, 2002 at 09:25:15AM -0700, John Gedeon wrote: > > >> Hi, > > >> I have mysql and perl and all the modules for rt installed. I run make > > >> install for rt and it ends in the error below. > > >> If any one can tell me what is wrong and/or how to fix it I would be > much > > >> apreaciative. > > >> the make file creates the database and all the tables. i can connect > > >with a > > >> short script as the rtuser and select from the tables . > > >> /local/mnt/workspace/jgedeon/local/bin/perl > > >> -I//local/mnt/workspace/jgedeon/local/rt2/etc > > >> -I//local/mnt/workspace/jgedeon/local/rt2/lib > > >> //local/mnt/workspace/jgedeon/local/rt2/etc/insertdata > > >> RT::Handle=HASH(0x11058c) couldn't prepare the query 'SELECT * FROM > Users > > >> WHERE Name = ?'ORA-03115: unsupported network datatype or representation > > >> (DBD: odescr failed) > > >> Can't call method "fetchrow_hashref" on an undefined value at > > >> > > >/local/mnt/workspace/jgedeon/local/lib/perl5/site_perl/5.8.0/DBIx/Searc > hBuilder/Record.pm > > > > > >> line 794. > > >> RT::Handle=HASH(0x11058c) couldn't execute the query 'INSERT INTO Users > > >> (Comments, LastUpdatedBy, Password, Privileged, Created, RealName, > > >> LastUpdated, Name, Creator) VALUES (?, ?, ?, ?, ?, ?, ?, ?, > ?)'ORA-01861: > > >> literal does not match format string (DBD: oexec error) > > >> Checking for existing system user...not found. This appears to be a new > > >> installationCreating system user...Could not create user > > >> *** Error code 1 > > >> make: Fatal error: Command failed for target `insert' > > >> John > > >> > > >> <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on > > >> your own understanding;" > > >> > > >> _______________________________________________ > > >> 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. > > > > <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on > > your own understanding;" > > > >-- >?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. <>< Proverbs 3:5 "Trust in the Lord with all your heart and lean not on your own understanding;" From medawsonjr at yahoo.com Thu Sep 12 13:48:49 2002 From: medawsonjr at yahoo.com (Mark E. Dawson, Jr.) Date: Thu, 12 Sep 2002 10:48:49 -0700 (PDT) Subject: [rt-users] Deleting Users and Groups Message-ID: <20020912174849.67941.qmail@web11204.mail.yahoo.com> Ok, this seems like a pretty straightforward thing to ask. How in the world do I delete users and groups after I've created them? I see no option for this. __________________________________________________ Do you Yahoo!? Yahoo! News - Today's headlines http://news.yahoo.com From KFerguso at chi.navtech.com Thu Sep 12 13:59:55 2002 From: KFerguso at chi.navtech.com (Ferguson, Kevin) Date: Thu, 12 Sep 2002 12:59:55 -0500 Subject: [rt-users] Deleting Users and Groups Message-ID: <6F532DFDE4E2D6418E739E2494A3696735D89F@mailman.chi.navtech.com> The inability to delete groups was an oversight in the UI according to Jesse. The inability to delete users is by design as it could play havoc with the referential integrity of your database. ttfn, -kevin -----Original Message----- From: Mark E. Dawson, Jr. [mailto:medawsonjr at yahoo.com] Sent: Thursday, September 12, 2002 12:49 PM To: rt-users at lists.fsck.com Subject: [rt-users] Deleting Users and Groups Ok, this seems like a pretty straightforward thing to ask. How in the world do I delete users and groups after I've created them? I see no option for this. __________________________________________________ Do you Yahoo!? Yahoo! News - Today's headlines http://news.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 ccoy at ssww.com Thu Sep 12 14:04:04 2002 From: ccoy at ssww.com (CARRIE COY) Date: Thu, 12 Sep 2002 14:04:04 -0400 Subject: [rt-users] why can't I bookmark this particular search? Message-ID: <3D80D714.3090202@ssww.com> I'm bookmarking a series of searches, one, in particular, doesn't work -- "All tickets resolved AFTER 9/1/02" The URL works as long as I stay in RequestTracker. As soon as I exit, the bookmark doesn't work. RequestTracker doesn't see any search criteria at all. "All tickets resolved ON 9/1/02" bookmarks fine. Does anybody else have this problem? -- Carrie Coy From medawsonjr at yahoo.com Thu Sep 12 14:19:11 2002 From: medawsonjr at yahoo.com (Mark E. Dawson, Jr.) Date: Thu, 12 Sep 2002 11:19:11 -0700 (PDT) Subject: [rt-users] Deleting Users and Groups In-Reply-To: <6F532DFDE4E2D6418E739E2494A3696735D89F@mailman.chi.navtech.com> Message-ID: <20020912181911.16122.qmail@web11203.mail.yahoo.com> Well, I deleted the Group via delete from sql in the database. Oh well. --- "Ferguson, Kevin" wrote: > > The inability to delete groups was an oversight in > the UI according > to Jesse. The inability to delete users is by > design as it could > play havoc with the referential integrity of your > database. > > ttfn, > -kevin > > -----Original Message----- > From: Mark E. Dawson, Jr. > [mailto:medawsonjr at yahoo.com] > Sent: Thursday, September 12, 2002 12:49 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] Deleting Users and Groups > > > Ok, this seems like a pretty straightforward thing > to ask. > > How in the world do I delete users and groups after > I've created them? I see no option for this. > > __________________________________________________ > Do you Yahoo!? > Yahoo! News - Today's headlines > http://news.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!? Yahoo! News - Today's headlines http://news.yahoo.com From medawsonjr at yahoo.com Thu Sep 12 14:23:28 2002 From: medawsonjr at yahoo.com (Mark E. Dawson, Jr.) Date: Thu, 12 Sep 2002 11:23:28 -0700 (PDT) Subject: [rt-users] Users sending correspondence via email Message-ID: <20020912182328.9317.qmail@web11202.mail.yahoo.com> I've simulated an enduser sending in a ticket via email. I, as the queue member, take ownership of the ticket and send a comment to the enduser, which she receives via email and gets placed into the history. However, her replies never get placed in the History at all. The Reply-To is correctly set in all the email to go to the *correspond* counterpart of the aliases duo (e.g., I have a "unix" queue, with alias "unix" for --action correspond, and "unix-comment" for --action comment). Is this the way its supposed to behave, or am I missing something? __________________________________________________ Do you Yahoo!? Yahoo! News - Today's headlines http://news.yahoo.com From JSatterfield at ciphergen.com Thu Sep 12 14:38:15 2002 From: JSatterfield at ciphergen.com (James Satterfield) Date: Thu, 12 Sep 2002 11:38:15 -0700 Subject: [rt-users] Users sending correspondence via email Message-ID: Have you checked your maillog to see if you're actually receiving that unix-comment email? And if you're receiving it, are there any errors with mailgate? James. -----Original Message----- From: Mark E. Dawson, Jr. [mailto:medawsonjr at yahoo.com] Sent: Thursday, September 12, 2002 11:23 AM To: rt-users at lists.fsck.com Subject: [rt-users] Users sending correspondence via email I've simulated an enduser sending in a ticket via email. I, as the queue member, take ownership of the ticket and send a comment to the enduser, which she receives via email and gets placed into the history. However, her replies never get placed in the History at all. The Reply-To is correctly set in all the email to go to the *correspond* counterpart of the aliases duo (e.g., I have a "unix" queue, with alias "unix" for --action correspond, and "unix-comment" for --action comment). Is this the way its supposed to behave, or am I missing something? __________________________________________________ Do you Yahoo!? Yahoo! News - Today's headlines http://news.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 resomcio at KnowNow.com Thu Sep 12 14:54:48 2002 From: resomcio at KnowNow.com (Remon Somcio) Date: Thu, 12 Sep 2002 11:54:48 -0700 Subject: [rt-users] sending mail to a queue Message-ID: Hello, I've just installed rt-2.0.14 on Redhat 7.3. I followed the installation instructions and I ran into this problem: Sep 12 10:25:17 sapo sendmail[2742]: g8CHPHg02742: from=root, size=26, class=0, nrcpts=1, msgid=<200209121725.g8CHPHg02742 at sapo.knownow.com>, relay=root at localhost Sep 12 10:25:17 sapo sendmail[2745]: g8CHPHg02742: to="|/usr/local/rt2/bin/rt-mailgate --queue support --action correspond", ctladdr=support (8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30026, dsn=5.3.0, stat=unknown mailer error 2 Sep 12 10:25:17 sapo sendmail[2745]: g8CHPHg02742: g8CHPHf02745: DSN: unknown mailer error 2 Sep 12 10:25:17 sapo sendmail[2745]: g8CHPHf02745: to=root, delay=00:00:00, xdelay=00:00:00, mailer=local, pri=30126, dsn=2.0.0, stat=Sent This is after I created a symlink from /usr/local/rt2/bin/rt-mailgate to /etc/smrsh. --Ray From niranjanalt at yahoo.com Thu Sep 12 15:12:05 2002 From: niranjanalt at yahoo.com (Niranjan Patel) Date: Thu, 12 Sep 2002 12:12:05 -0700 (PDT) Subject: [rt-users] Error on fixdeps Message-ID: <20020912191205.80688.qmail@web12905.mail.yahoo.com> Hello everybody This is the error I get on fixdeps can somebody help I am sending last few lines Thanks Niranjan Perl/lib/perl5/site_perl/5.8.0/LWP/Protocol.pm line 87. LWP failed with code[501] message[Protocol scheme '' is not supported] Trying with "/soft/net/lynx -source" to get http://www.cpan.org/authors/01mailrc.txt.gz System call "/soft/net/lynx -source "http://www.cpan.org/authors/01mailrc.txt.gz" > /homes/woprf/n/niranjan/.cpan/sources/authors/01mailrc.txt" returned status 0 (wstat 0) Warning: expected file [/homes/woprf/n/niranjan/.cpan/sources/authors/01mailrc.txt.gz] doesn't exist Please check, if the URLs I found in your configuration file (http://www.cpan.org/) are valid. The urllist can be edited. E.g. with 'o conf urllist push ftp://myurl/' Could not fetch authors/01mailrc.txt.gz Going to read /homes/woprf/n/niranjan/.cpan/sources/modules/02packages.details.txt.gz Database was generated on Thu, 12 Sep 2002 17:22:46 GMT Going to read /homes/woprf/n/niranjan/.cpan/sources/modules/03modlist.data.gz Going to write /homes/woprf/n/niranjan/.cpan/Metadata Running install for module DBI Running make for T/TI/TIMB/DBI-1.30.tar.gz Fetching with LWP: http://www.cpan.org/authors/id/T/TI/TIMB/DBI-1.30.tar.gz Use of uninitialized value in pattern match (m//) at /homes/woprf/n/niranjan/Perl/lib/perl5/site_perl/5.8.0/LWP/Protocol.pm line 114. Use of uninitialized value in concatenation (.) or string at /homes/woprf/n/niranjan/Perl/lib/perl5/site_perl/5.8.0/LWP/Protocol.pm line 87. LWP failed with code[501] message[Protocol scheme '' is not supported] Trying with "/soft/net/lynx -source" to get http://www.cpan.org/authors/id/T/TI/TIMB/DBI-1.30.tar.gz System call "/soft/net/lynx -source "http://www.cpan.org/authors/id/T/TI/TIMB/DBI-1.30.tar.gz" > /homes/woprf/n/niranjan/.cpan/sources/authors/id/T/TI/TIMB/DBI-1.30.tar" returned status 0 (wstat 0) Warning: expected file [/homes/woprf/n/niranjan/.cpan/sources/authors/id/T/TI/TIMB/DBI-1.30.tar.gz] doesn't exist Please check, if the URLs I found in your configuration file (http://www.cpan.org/) are valid. The urllist can be edited. E.g. with 'o conf urllist push ftp://myurl/' Could not fetch authors/id/T/TI/TIMB/DBI-1.30.tar.gz Giving up on '/homes/woprf/n/niranjan/.cpan/sources/authors/id/T/TI/TIMB/DBI-1.30.tar.gz' Note: Current database in memory was generated on Thu, 12 Sep 2002 17:22:46 GMT make: *** [fixdeps] Error 4 __________________________________________________ Do you Yahoo!? Yahoo! News - Today's headlines http://news.yahoo.com From cwfox at fujitsu.com Thu Sep 12 16:18:49 2002 From: cwfox at fujitsu.com (Camron W. Fox) Date: Thu, 12 Sep 2002 10:18:49 -1000 Subject: [rt-users] on single comment send mail to cc In-Reply-To: <6F532DFDE4E2D6418E739E2494A3696735D89D@mailman.chi.navtech.com> Message-ID: Kevin, Has this actually been added to contrib yet? I don't see it and I seem to remember a stern warning that went with doing it by hand for those not really familiar with MySQL. Best Regards, Camron Camron W. Fox Hilo Office High Performance Computing Group Fujitsu America, INC. E-mail: cwfox at fujitsu.com Phone: (808) 934-4102 Pager: (808) 934-1290 Cell: (808) 937-5026 -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Ferguson, Kevin Sent: Thursday, September 12, 2002 04:40 To: 'Joern Albert' Cc: rt-users at lists.fsck.com Subject: RE: [rt-users] on single comment send mail to cc To enable the CC/BCC fields in the Reply and Comment screens, you need to set up the additional scrips using the NotifyOtherRecipients actions. Here are the additional scrips on my machine. OnComment NotifyOtherRecipientsAsComment with template Correspondence OnCorrespond NotifyOtherRecipients with template Correspondence ttfn, kevin -----Original Message----- From: Joern Albert [mailto:j.albert at gom.com] Sent: Thursday, September 12, 2002 8:32 AM To: rt-users at lists.fsck.com Subject: [rt-users] on single comment send mail to cc Hello The cc field at the comment page does not funktion. There is no email send to any mail adress I enter there. If I make a script then a mail is send to all ppl marked cc in the people field of the ticket. But I thought the cc field on the comment page should be a one time notice field directly for this single comment. And this is exactly what I need. Is there a bug or has this to be elsewhere configured? I use rt 2.0.13 and the mail is working. see you J?rn Albert _______________________________________________ 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 jgoerzen at complete.org Thu Sep 12 16:53:16 2002 From: jgoerzen at complete.org (John Goerzen) Date: Thu, 12 Sep 2002 15:53:16 -0500 Subject: [rt-users] Can't log in to new installation Message-ID: <20020912205316.GA11474@complete.org> Hi, I have a brand-new installation of RT2 2.0.13. I cannot log in to it. I tried root/password as mentioned in the docs -- no go. I tried using rtadmin to set the password to something else, and that did not help. I tried generating a crypted password manually, storing it in Postgres, and connecting with that -- still no go. No errors are being logged anywhere (even with log level debug). There is no indication that anything is amiss. I have checked and followed the advice in the FAQ to no avail. I've tried different browsers and made sure cookies are OK. All I get is "Invalid user name or password." Any suggestions? -- John From schamane at fam.tuwien.ac.at Thu Sep 12 17:42:54 2002 From: schamane at fam.tuwien.ac.at (Andreas Schamanek) Date: Thu, 12 Sep 2002 23:42:54 +0200 (MEST) Subject: [rt-users] Users sending correspondence via email In-Reply-To: Message-ID: On Thu, 12 Sep 2002, James Satterfield wrote: > Have you checked your maillog to see if you're actually receiving > that unix-comment email? And if you're receiving it, are there any > errors with mailgate? as i understand it the reason could be that permissions (ACLs, group and user rights) do not permit the user to do ReplyToTicket or comment (but i am pretty new to RT :) anyway, i guess you should check the mail logs (as suggested by James) and the RT logs. hth, -- -- andreas > -----Original Message----- > From: Mark E. Dawson, Jr. [mailto:medawsonjr at yahoo.com] (...) > I've simulated an enduser sending in a ticket via > email. I, as the queue member, take ownership of > the ticket and send a comment to the enduser, which > she receives via email and gets placed into the > history. > > However, her replies never get placed in the History > at all. From schamane at fam.tuwien.ac.at Thu Sep 12 17:50:35 2002 From: schamane at fam.tuwien.ac.at (Andreas Schamanek) Date: Thu, 12 Sep 2002 23:50:35 +0200 (MEST) Subject: [rt-users] Error on fixdeps In-Reply-To: <20020912191205.80688.qmail@web12905.mail.yahoo.com> Message-ID: phew! looks like you got a problem with perl (and not with RT). warning: i am no perl expert. On Thu, 12 Sep 2002, Niranjan Patel wrote: > This is the error I get on fixdeps can somebody help (...) > Perl/lib/perl5/site_perl/5.8.0/LWP/Protocol.pm line 87. > is not supported] > > Trying with "/soft/net/lynx -source" to get > http://www.cpan.org/authors/01mailrc.txt.gz > > System call "/soft/net/lynx -source > "http://www.cpan.org/authors/01mailrc.txt.gz" > > /homes/woprf/n/niranjan/.cpan/sources/authors/01mailrc.txt" > returned status 0 (wstat 0) > Warning: expected file > [/homes/woprf/n/niranjan/.cpan/sources/authors/01mailrc.txt.gz] > doesn't exist the URI http://www.cpan.org/authors/01mailrc.txt.gz is OK. so, i guess, either you had a temporary problem and you should just try again, or the path /homes/woprf/n/niranjan/.cpan/sources/authors/ is for some reason invalid (maybe it exists but permissions do not allow the current user to write a file to .../authors/). can't say more on this, sorry. hth, -- -- andreas From nicolas.pettiaux at openbe.org Thu Sep 12 18:11:19 2002 From: nicolas.pettiaux at openbe.org (Nicolas Pettiaux) Date: Fri, 13 Sep 2002 00:11:19 +0200 Subject: [rt-users] RT with a french interface Message-ID: RT looks very interesting to me but I can only consider to install it in my company in Belgium (French speaking part) if the interface exists in French. Does a translatio of the RT interface in French exists already ? If not, how much work is it to translate it and how to do it ? THank you very much, Nicolas -- From pdh at snapgear.com Thu Sep 12 18:11:48 2002 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 13 Sep 2002 08:11:48 +1000 Subject: [rt-users] Problem saving attachments on db mysql In-Reply-To: <1031827358.6557.49.camel@kenny.wired> References: <1031827358.6557.49.camel@kenny.wired> Message-ID: <20020912221148.GA472@luggage> Davide Manzoni wrote: > This problem arises only for attachment over a certain dimension (1Mb is > ok, but 1.2Mb always gives such problems). Two attachments of 1Mb are > saved correctly (with two INSERT I suppose). Check your mysql config; you're hitting the max_allowed_packet size. set-variable = max_allowed_packet=10M in your my.cnf should help you. -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances From pdh at snapgear.com Thu Sep 12 18:28:59 2002 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 13 Sep 2002 08:28:59 +1000 Subject: [rt-users] sending mail to a queue In-Reply-To: References: Message-ID: <20020912222859.GB472@luggage> Remon Somcio wrote: > Sep 12 10:25:17 sapo sendmail[2745]: g8CHPHg02742: to="|/usr/local/rt2/bin/rt-mailgate --queue support --action correspond", ctladdr=support (8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30026, dsn=5.3.0, stat=unknown mailer error 2 What happens when you run the rt-mailgate interactively? -- 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 Thu Sep 12 18:44:18 2002 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 13 Sep 2002 08:44:18 +1000 Subject: [rt-users] on single comment send mail to cc In-Reply-To: References: <6F532DFDE4E2D6418E739E2494A3696735D89D@mailman.chi.navtech.com> Message-ID: <20020912224418.GB952@luggage> Camron W. Fox wrote: > Has this actually been added to contrib yet? I don't see it and I seem to > remember a stern warning that went with doing it by hand for those not > really familiar with MySQL. > > OnComment NotifyOtherRecipientsAsComment with template Correspondence > OnCorrespond NotifyOtherRecipients with template Correspondence It's in the standard RT distribution since 2.0.12. -- 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 Thu Sep 12 18:50:46 2002 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 13 Sep 2002 08:50:46 +1000 Subject: [rt-users] notifying all users In-Reply-To: <40191.217.169.31.101.1031847240.squirrel@dona.bm.elefire.com> References: <40191.217.169.31.101.1031847240.squirrel@dona.bm.elefire.com> Message-ID: <20020912225046.GC952@luggage> James Maddison wrote: > I am using an RT setup where I want every single transaction/change of > ownership.. basically everything.. to be notified to an RT user's e-mail > address. OnTransaction > Basically a NotifyUser notify option where users of a particular group > where notified when this Scrip was hit would do the trick. Something like > that. NotifyAdminCCs (Unless you're already using the AdminCC role for other things, in which case you probably could use a custom scrip along the lines of NotifyAdminCCs which notified another address or named group....) -- 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 bkuhn at fsf.org Thu Sep 12 19:08:31 2002 From: bkuhn at fsf.org (Bradley M. Kuhn) Date: Thu, 12 Sep 2002 19:08:31 -0400 Subject: [rt-users] grab whole correspondence/comments on ticket into one mbox-formatted file Message-ID: <20020912230831.GN19990@ebb.org> We have begun actively using RT to track most everything that the employees do here at FSF, and everyone is quite happy with it. (Thanks to Jesse and Best Practical for their assistance in getting it running and developing great new Debian packages for RT.) One feature that I would like is the ability to quickly grab the entire correspondence and comments on a given ticket into one, single mbox file that I could then use with an MUA to browse. It seems that scripting such a thing should be quite easy, but before I hacked it up, I wanted to check to see if such a script already existed before I go off writing it. Thanks for your time. -- bkuhn -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From pdh at snapgear.com Thu Sep 12 20:43:58 2002 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 13 Sep 2002 10:43:58 +1000 Subject: [rt-users] Bug: Mails with Attachements In-Reply-To: <5.1.0.14.0.20020912145044.00a9d560@194.151.203.161> References: <5.1.0.14.0.20020912145044.00a9d560@194.151.203.161> Message-ID: <20020913004358.GM952@luggage> Nils Ketelsen wrote: > When I send an E-Mail with Attachement to my RT and the Filename of the > Attachement contains a whitespace this whitespace is not encoded in the > link showing up in the Ticket. > > Otherwise you will just receive an Errormessage from the Webserver. I guess > it will be the same with Special-Characters in the filename. I guess its a > bug, but it might as well be a local problem of my own. Confirmed bug. Most browsers seem to compensate, it seems. The attached hack will work around it for spaces only; feel free to improve it to deal with any other special chars. (Something like URI::Escape might be the way to go...) -- Phil Homewood, Systems Janitor, www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - Custom Embedded Solutions and Security Appliances -------------- next part -------------- Index: ShowTransaction =================================================================== RCS file: /cvs/local/rt/webrt/Ticket/Elements/ShowTransaction,v retrieving revision 1.1.1.4 diff -u -r1.1.1.4 ShowTransaction --- ShowTransaction 15 Jul 2002 01:25:48 -0000 1.1.1.4 +++ ShowTransaction 13 Sep 2002 00:17:43 -0000 @@ -66,6 +66,7 @@ % } <%PERL> my $size = length($message->Content()); +my $fname = $message->Filename; if ($size) { if ($size > 1024) { @@ -74,8 +75,9 @@ else { $size = $size ."b"; } +$fname =~ s/ /%20/g; -Download <%$message->Filename|| '(untitled)'%> <% $size %> +Download <%$message->Filename|| '(untitled)'%> <% $size %> % } From rt-users at develop-help.com Thu Sep 12 21:08:15 2002 From: rt-users at develop-help.com (Tony Cook) Date: Fri, 13 Sep 2002 11:08:15 +1000 (EST) Subject: [rt-users] Bug: Mails with Attachements In-Reply-To: <20020913004358.GM952@luggage> Message-ID: On Fri, 13 Sep 2002, Phil Homewood wrote: > Confirmed bug. Most browsers seem to compensate, it seems. > > The attached hack will work around it for spaces only; feel free > to improve it to deal with any other special chars. (Something > like URI::Escape might be the way to go...) My Mason is kind of rusty, but you should be able to do: Download <%$message->Filename|| '(untitled)'%> <% $size %> (note the "|u") Tony From plasmaball at pchome.com.tw Thu Sep 12 21:15:58 2002 From: plasmaball at pchome.com.tw (plasma) Date: Fri, 13 Sep 2002 09:15:58 +0800 Subject: [rt-users] RT with a french interface In-Reply-To: References: Message-ID: <20020913011531.GA20442@plasmanb.plasma.idv.tw> On Fri, Sep 13, 2002 at 12:11:19AM +0200, Nicolas Pettiaux wrote: > > RT looks very interesting to me but I can only consider to install it in my > company in Belgium (French speaking part) if the interface exists in French. > > Does a translatio of the RT interface in French exists already ? If not, how > much work is it to translate it and how to do it ? The development version of rt has integrated I18N functions, and it can change its language on the fly based on the language preference of your browser. It uses a facility like GNU po files, and it's easy to add l10n support. And as we all know, deveopment version means you have to be able to help yourself because it's still developing... plasma ========================================================== PC home ?q?l?H?c?A????????: http://www.pchome.com.tw PC home Online ?????a?x?G?|?????@?A?x?W???j???J?f???? ========================================================== From pdh at snapgear.com Thu Sep 12 21:34:48 2002 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 13 Sep 2002 11:34:48 +1000 Subject: [rt-users] Bug: Mails with Attachements In-Reply-To: References: <20020913004358.GM952@luggage> Message-ID: <20020913013448.GO952@luggage> Tony Cook wrote: > HREF="Attachment/<%$Transaction->Id%>/<%$message->Id%>/<%$message->Filename > |u %>">Download <%$message->Filename|| '(untitled)'%> <% $size > %> > > (note the "|u") Ooh, shiny. That does indeed work, and it's much nicer than my way. Note to self: Learn more Mason tricks. -- 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 Sep 12 23:19:59 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 12 Sep 2002 23:19:59 -0400 Subject: [rt-users] RT with a french interface In-Reply-To: References: Message-ID: <20020913031959.GP10827@fsck.com> RT 2.1 is currently being internationalized. At last count, RT's .po file had about 700 strings. As yet, I haven't recieved a french translation. I'll forward the translation instructions to you off list, if you're interested. Best, Jesse On Fri, Sep 13, 2002 at 12:11:19AM +0200, Nicolas Pettiaux wrote: > > RT looks very interesting to me but I can only consider to install it in my > company in Belgium (French speaking part) if the interface exists in French. > > Does a translatio of the RT interface in French exists already ? If not, how > much work is it to translate it and how to do it ? > > THank you very much, > > Nicolas > -- > _______________________________________________ > 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 Thu Sep 12 23:21:15 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 12 Sep 2002 23:21:15 -0400 Subject: [rt-users] RT with a french interface In-Reply-To: <20020913031959.GP10827@fsck.com> References: <20020913031959.GP10827@fsck.com> Message-ID: <20020913032115.GQ10827@fsck.com> I take it back. I _have_ recieved the start of a french translation which hasn't yet been integrated into 2.1. Expect that to happen in the next week. Best, Jesse On Thu, Sep 12, 2002 at 11:19:59PM -0400, Jesse Vincent wrote: > RT 2.1 is currently being internationalized. At last count, RT's .po > file had about 700 strings. As yet, I haven't recieved a french > translation. I'll forward the translation instructions to > you off list, if you're interested. > Best, > Jesse > > On Fri, Sep 13, 2002 at 12:11:19AM +0200, Nicolas Pettiaux wrote: > > > > RT looks very interesting to me but I can only consider to install it in my > > company in Belgium (French speaking part) if the interface exists in French. > > > > Does a translatio of the RT interface in French exists already ? If not, how > > much work is it to translate it and how to do it ? > > > > THank you very much, > > > > Nicolas > > -- > > _______________________________________________ > > 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. > _______________________________________________ > 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 matt at primefactor.com Fri Sep 13 02:28:35 2002 From: matt at primefactor.com (Matt Perry) Date: Thu, 12 Sep 2002 23:28:35 -0700 (PDT) Subject: [rt-users] Checking on rt-mailgate Message-ID: The docs say: Before doing anything else, make sure that rt-mailgate runs from the commandline. Does that mean that it should just execute, or do something more substantial like output usage? I can run it as /usr/local/rt2/bin/rt-mailgate and then it will just sit there. I assume that it's waiting for input. Is this the expected result at this point in the install process? -- Matt Perry | matt at primefactor dot com From pathar at dc.luth.se Fri Sep 13 02:29:00 2002 From: pathar at dc.luth.se (Patrick Harlin) Date: Fri, 13 Sep 2002 08:29:00 +0200 Subject: [rt-users] on single comment send mail to cc Message-ID: <200209130629.g8D6T0rd000841@samson.dc.luth.se> Hi, After some assistance from this mailinglist and testing I got this script configuration. This makes all cc/bcc and "send comment to requestor" options to work. OnCorrespond NotifyOtherRecipients with template Correspondence OnComment NotifyOtherRecipientsAsComment with template Correspondence OnCorrespond NotifyRequestorsAndCcs with template Correspondence /Cheers, Patrick Harlin, SysAdmin Lule? University of Technology Sweden From pdh at snapgear.com Fri Sep 13 02:45:28 2002 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 13 Sep 2002 16:45:28 +1000 Subject: [rt-users] Checking on rt-mailgate In-Reply-To: References: Message-ID: <20020913064528.GU952@luggage> Matt Perry wrote: > Does that mean that it should just execute, or do something more > substantial like output usage? I can run it as > /usr/local/rt2/bin/rt-mailgate and then it will just sit there. I assume > that it's waiting for input. Is this the expected result at this point in > the install process? Yep. next step might be to paste an email into it and see if it process it, or if it spits an error at you. If the ticket is processed, rt-mailgate works. -- 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 nicolas.pettiaux at openbe.org Fri Sep 13 03:02:28 2002 From: nicolas.pettiaux at openbe.org (Nicolas Pettiaux) Date: Fri, 13 Sep 2002 09:02:28 +0200 Subject: [rt-users] RT with a french interface In-Reply-To: <20020913032115.GQ10827@fsck.com> References: <20020913031959.GP10827@fsck.com> <20020913032115.GQ10827@fsck.com> Message-ID: Le Vendredi 13 Septembre 2002 05:21, Jesse Vincent a ?crit : > I take it back. I _have_ recieved the start of a french > translation which hasn't yet been integrated into 2.1. Expect that > to happen in the next week. > > Best, > Jesse Thank you for the info. I am ready to help with the translation. Please put me in contact with the translator to French. THanks, Nicolas From hwagener at hamburg.fcb.com Fri Sep 13 10:46:01 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 13 Sep 2002 10:46:01 -0400 Subject: [rt-users] Deleting Users and Groups References: <20020912174849.67941.qmail@web11204.mail.yahoo.com> Message-ID: <3D81FA29.60506@hamburg.fcb.com> Mark E. Dawson, Jr. wrote: >Ok, this seems like a pretty straightforward thing >to ask. > But it is not. For referential integrity reasons, users and groups cannot be deleted (but they can be deactivated). >How in the world do I delete users and groups after >I've created them? I see no option for this. > Warning: This is not recommended, and /I/ would not do it. But - You /could/ try manipulating the mysql db manually. There are not _that_ many places where users are references, but they should be replaced by references to other users at least. This is easy for folks who only commited a fistful of requests, but for someone working on about 20% of all tickets as owner/requestor/commenter/whatever, it would be hell... Regards, Harald -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From hwagener at hamburg.fcb.com Fri Sep 13 10:50:25 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 13 Sep 2002 10:50:25 -0400 Subject: [rt-users] RT with a french interface References: Message-ID: <3D81FB31.6030105@hamburg.fcb.com> Nicolas Pettiaux wrote: >RT looks very interesting to me but I can only consider to install it in my >company in Belgium (French speaking part) if the interface exists in French. > >Does a translatio of the RT interface in French exists already ? If not, how >much work is it to translate it and how to do it ? > I translated 2.0.12 to german by duplicating all the html and mason files in the /path/to/rt2/local/WebRT and doing the translation there. It took me about 30 hours. The main page must be adapted in config.pm WebOptions and that's it. Pretty straightforward, and You learn alot about the web frontend's structure. Obsolete by the time 2.1.xx becomes 3.0 nonetheless - they have language support built in already. Regards, Harald >THank you very much, > >Nicolas > > -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From robie at principle.co.uk Fri Sep 13 06:08:37 2002 From: robie at principle.co.uk (Robie Basak) Date: 13 Sep 2002 11:08:37 +0100 Subject: [rt-users] grab whole correspondence/comments on ticket into one mbox-formatted file In-Reply-To: <20020912230831.GN19990@ebb.org> References: <20020912230831.GN19990@ebb.org> Message-ID: <1031911717.16132.14.camel@debian> On Fri, 2002-09-13 at 00:08, Bradley M. Kuhn wrote: [...] > One feature that I would like is the ability to quickly grab the entire > correspondence and comments on a given ticket into one, single mbox file > that I could then use with an MUA to browse. > > It seems that scripting such a thing should be quite easy, but before I > hacked it up, I wanted to check to see if such a script already existed > before I go off writing it. We AdminCC our support queue to a mailbox for safety reasons (then if RT goes down for whatever reason we have a record we can quickly get to). If you did this, and altered the Comment AdminCC template to not put [Comment] in the subject line, then you could see the entire ticket as a single thread in mutt (or your favourite MUA). Then it'd be trivial to tag that and pull it into another mailbox (or you could just read the mailbox in there). I'm not aware of a script to do it, but that might be quicker. HTH! Robie Basak, Northern Principle Limited From Nicolas.Mailhot at one2team.com Fri Sep 13 08:01:28 2002 From: Nicolas.Mailhot at one2team.com (Nicolas Mailhot) Date: 13 Sep 2002 14:01:28 +0200 Subject: [rt-users] Autoreply by nobody Message-ID: <1031918489.21842.22.camel@ulysse> Hi, We've been playing with rt 2 lately, and found to our great sorrow request tracker insists on autoreplying as nobody at localdomain to new requests. This setting do not seem to be configurable anywhere, and digging into the database to change Nobody's mail address did not produce any result. Bugzilla at least allows someone to change the mail the software uses when replying. Now allowing a random mail address to go through our various filtering barriers is not too much of an hardship, provided we have at least a good idea of what will use it. Obviously since nobody can be used be lots of different apps, it is not a good candidate (what the hell possessed the authors to hijack a generic system account like this anyway ?). We really do not want to get into heavy address rewriting just because of rt, yet autoreply is a must. Do anyone have a good solution ? Anything that can at least give the system a good hint that a mail's author is rt would be great. Regards, -- Nicolas Mailhot One2team : 12 bis rue de la Pierre Lev?e - 75011 Paris - France T?l : + 33 1 43 38 19 80 - Fax : +33 1 43 14 23 07 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From lists at krot.org Fri Sep 13 08:14:10 2002 From: lists at krot.org (Kirill Miazine) Date: Fri, 13 Sep 2002 14:14:10 +0200 Subject: [rt-users] Autoreply by nobody In-Reply-To: <1031918489.21842.22.camel@ulysse> References: <1031918489.21842.22.camel@ulysse> Message-ID: <20020913121410.GP973@fugu> * Nicolas Mailhot [2002-09-13 14:01]: > We've been playing with rt 2 lately, and found to our great sorrow > request tracker insists on autoreplying as nobody at localdomain to new > requests. This setting do not seem to be configurable anywhere I've modified the mail sending bit of my lib/RT/Interface/Email.pm to look like this: if ($RT::MailCommand eq 'sendmailpipe') { my $From = $args{From} =~ /([\w.-]+\@[a-z0-9][a-z0-9.-]*\.[a-z]{2,})/i ? "-f $1" : undef; open (MAIL, "|$RT::SendmailPath $From $RT::SendmailArguments") or return(0); print MAIL $entity->as_string; close(MAIL); } -- Kirill From niranjanalt at yahoo.com Fri Sep 13 09:31:21 2002 From: niranjanalt at yahoo.com (Niranjan Patel) Date: Fri, 13 Sep 2002 06:31:21 -0700 (PDT) Subject: [rt-users] Error on installing dependencies Message-ID: <20020913133121.75643.qmail@web12903.mail.yahoo.com> I am getting following error on installing the dependencies for rt Data Dumper Package Any help Thanks Niranjan rm -f blib/arch/auto/Data/Dumper/Dumper.so LD_RUN_PATH="" gcc -G Dumper.o -o blib/arch/auto/Data/Dumper/Dumper.so chmod 755 blib/arch/auto/Data/Dumper/Dumper.so cp Dumper.bs blib/arch/auto/Data/Dumper/Dumper.bs chmod 644 blib/arch/auto/Data/Dumper/Dumper.bs PERL_DL_NONLAZY=1 /homes/woprf/n/niranjan/Perl/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'blib/lib', 'blib/arch')" t/*.t t/dumper......NOK 103Use of uninitialized value in string eq at t/dumper.t line 18. Use of uninitialized value in concatenation (.) or string at t/dumper.t line 18. Use of uninitialized value in string at t/dumper.t line 22. Use of uninitialized value in string eq at t/dumper.t line 27. Use of uninitialized value in concatenation (.) or string at t/dumper.t line 27. Use of uninitialized value in string eq at t/dumper.t line 18. Use of uninitialized value in concatenation (.) or string at t/dumper.t line 18. Use of uninitialized value in string at t/dumper.t line 22. Use of uninitialized value in string eq at t/dumper.t line 27. Use of uninitialized value in concatenation (.) or string at t/dumper.t line 27. Use of uninitialized value in string eq at t/dumper.t line 18. Use of uninitialized value in concatenation (.) or string at t/dumper.t line 18. Use of uninitialized value in string at t/dumper.t line 22. Use of uninitialized value in string eq at t/dumper.t line 27. Use of uninitialized value in concatenation (.) or string at t/dumper.t line 27. t/dumper......FAILED tests 1, 3-4, 6-7, 9-10, 12-13, 15-16, 18-19, 21-22, 24-25, 27-28, 30-31, 33-34, 36-37, 39-40, 42, 49, 51-52, 54-55, 57-58, 60-61, 63-64, 66-67, 69-70, 72-73, 75-76, 78-79, 81-82, 84-85, 87-88, 90, 97, 99-100, 102-103, 105-106, 108-109, 111-112, 114-115, 117-118, 120, 145, 147, 151, 153, 157, 159 Failed 78/162 tests, 51.85% okay t/overload....ok Failed Test Stat Wstat Total Fail Failed List of Failed ------------------------------------------------------------------------------- t/dumper.t 162 78 48.15% 1 3-4 6-7 9-10 12-13 15-16 18-19 21- 22 24-25 27-28 30-31 33-34 36-37 39- 40 42 49 51-52 54-55 57-58 60-61 63- 64 66-67 69-70 72-73 75-76 78-79 81- 82 84-85 87-88 90 97 99-100 102-103 105-106 108-109 111-112 114-115 117- 118 120 145 147 151 153 157 159 Failed 1/2 test scripts, 50.00% okay. 78/163 subtests failed, 52.15% okay. make: *** [test_dynamic] Error 29 __________________________________________________ Do you Yahoo!? Yahoo! News - Today's headlines http://news.yahoo.com From Nicolas.Mailhot at one2team.com Fri Sep 13 09:31:35 2002 From: Nicolas.Mailhot at one2team.com (Nicolas Mailhot) Date: 13 Sep 2002 15:31:35 +0200 Subject: [rt-users] Autoreply by nobody In-Reply-To: <20020913121410.GP973@fugu> References: <1031918489.21842.22.camel@ulysse> <20020913121410.GP973@fugu> Message-ID: <1031923896.22272.13.camel@ulysse> Le ven 13/09/2002 ? 14:14, Kirill Miazine a ?crit : > * Nicolas Mailhot [2002-09-13 14:01]: > > We've been playing with rt 2 lately, and found to our great sorrow > > request tracker insists on autoreplying as nobody at localdomain to new > > requests. This setting do not seem to be configurable anywhere > > I've modified the mail sending bit of my lib/RT/Interface/Email.pm to > look like this: > > if ($RT::MailCommand eq 'sendmailpipe') { > my $From = > $args{From} =~ /([\w.-]+\@[a-z0-9][a-z0-9.-]*\.[a-z]{2,})/i > ? "-f $1" > : undef; > open (MAIL, "|$RT::SendmailPath $From $RT::SendmailArguments") > or return(0); > print MAIL $entity->as_string; > close(MAIL); > } Well, I've tried : my $From = $args{From} =~ /([\w.-]+\@[a-z0-9][a-z0-9.-]*\.[a-z]{2,})/i ? "-F $1" : undef; [ End of patch ] if ($RT::MailCommand eq 'sendmailpipe') { [ ... ] and this does not seem to work. MTA logs show mail is sent as unix user nobody, and the MTA then tries to come up with nobody's mail address (nobody at localdomain) by itself Could you please enlighten me on what your code should do (seems I'm good for a perl crash course anyway:() Regards, -- Nicolas Mailhot One2team : 12 bis rue de la Pierre Lev?e - 75011 Paris - France T?l : + 33 1 43 38 19 80 - Fax : +33 1 43 14 23 07 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From lists at krot.org Fri Sep 13 09:47:16 2002 From: lists at krot.org (Kirill Miazine) Date: Fri, 13 Sep 2002 15:47:16 +0200 Subject: [rt-users] Autoreply by nobody In-Reply-To: <1031923896.22272.13.camel@ulysse> References: <1031918489.21842.22.camel@ulysse> <20020913121410.GP973@fugu> <1031923896.22272.13.camel@ulysse> Message-ID: <20020913134716.GA12225@fugu> * Nicolas Mailhot [2002-09-13 15:31]: > > > We've been playing with rt 2 lately, and found to our great sorrow > > > request tracker insists on autoreplying as nobody at localdomain to new > > > requests. This setting do not seem to be configurable anywhere > > > > I've modified the mail sending bit of my lib/RT/Interface/Email.pm to > > look like this: > > > > if ($RT::MailCommand eq 'sendmailpipe') { > > my $From = > > $args{From} =~ /([\w.-]+\@[a-z0-9][a-z0-9.-]*\.[a-z]{2,})/i > > ? "-f $1" > > : undef; > > open (MAIL, "|$RT::SendmailPath $From $RT::SendmailArguments") > > or return(0); > > print MAIL $entity->as_string; > > close(MAIL); > > } > > Well, I've tried : > > my $From = > $args{From} =~ /([\w.-]+\@[a-z0-9][a-z0-9.-]*\.[a-z]{2,})/i > ? "-F $1" > : undef; > > [ End of patch ] > if ($RT::MailCommand eq 'sendmailpipe') { > > [ ... ] > > and this does not seem to work. MTA logs show mail is sent as unix user > nobody, and the MTA then tries to come up with nobody's mail address > (nobody at localdomain) by itself 1) small "f" in "-f $1" (not "-F $1") 2) missing $From in: open(MAIL, "|$RT::SendmailPath $From $RT::SendmailArguments") ^^^^^ <- this is -f sender at you.hoo > Could you please enlighten me on what your code should do (seems I'm > good for a perl crash course anyway:() It takes address matching a quite simplre regex from From: header field and tells sendmail to use it as the envelope sender address (-f option). -- Kirill From Millard.Matt at principal.com Fri Sep 13 09:52:26 2002 From: Millard.Matt at principal.com (Millard, Matt) Date: Fri, 13 Sep 2002 08:52:26 -0500 Subject: [rt-users] Notification of new request not yet taken Message-ID: <6201DF063335254BA0D6AA7053D1011711F634@pfgdsmmbx006.principalusa.corp.principal.com> Is there a way to set up this sort of notification? A request comes into the help desk, and it sits in the queue for 8 hours. After 8 hours no one has claimed ownership of the request. Send an email to the queue admin notifying them that there is an unclaimed ticket so that he can go and assign it. If the queue admin hasn't assigned it after 24 hours then send an email to our on-call pager notifying them that there is a request in the queue that hasn't been claimed. Has anyone set anything like this up before? Matt From nils.ketelsen at kuehne-nagel.com Fri Sep 13 09:55:30 2002 From: nils.ketelsen at kuehne-nagel.com (Nils Ketelsen) Date: Fri, 13 Sep 2002 15:55:30 +0200 Subject: [rt-users] Autoreply by nobody In-Reply-To: <20020913134716.GA12225@fugu> References: <1031923896.22272.13.camel@ulysse> <1031918489.21842.22.camel@ulysse> <20020913121410.GP973@fugu> <1031923896.22272.13.camel@ulysse> Message-ID: <5.1.0.14.0.20020913155254.022a7858@194.151.203.161> At 15:47 13.09.2002 +0200, Kirill Miazine wrote: >It takes address matching a quite simplre regex from From: header field >and tells sendmail to use it as the envelope sender address (-f option). As it seems the Apache runs as user "nobody". Will sendmail allow nobody to set the envelope-from? I'm an Exim-User and there you have to enable the user explicitly to use "-f". So depending on your mailserver config this might as well not work at all. Best regards, Nils From lists at krot.org Fri Sep 13 10:03:49 2002 From: lists at krot.org (Kirill Miazine) Date: Fri, 13 Sep 2002 16:03:49 +0200 Subject: [rt-users] Autoreply by nobody In-Reply-To: <5.1.0.14.0.20020913155254.022a7858@194.151.203.161> References: <1031923896.22272.13.camel@ulysse> <1031918489.21842.22.camel@ulysse> <20020913121410.GP973@fugu> <1031923896.22272.13.camel@ulysse> <5.1.0.14.0.20020913155254.022a7858@194.151.203.161> Message-ID: <20020913140349.GB12225@fugu> * Nils Ketelsen [2002-09-13 15:55]: > >It takes address matching a quite simplre regex from From: header field > >and tells sendmail to use it as the envelope sender address (-f option). > > As it seems the Apache runs as user "nobody". Will sendmail allow nobody to > set the envelope-from? I'm an Exim-User and there you have to enable the > user explicitly to use "-f". Forget about Apache now - when the ticket first arrives and a reply is being sent Apache is not used. Mail is sent as the user which runs rt-mailgate. > So depending on your mailserver config this might as well not work at all. I have following set (Exim 4): no_local_from_check untrusted_set_sender = * Postfix will allow you to set envelope sender address. -- Kirill From Nicolas.Mailhot at one2team.com Fri Sep 13 10:17:33 2002 From: Nicolas.Mailhot at one2team.com (Nicolas Mailhot) Date: 13 Sep 2002 16:17:33 +0200 Subject: [rt-users] Autoreply by nobody In-Reply-To: <20020913134716.GA12225@fugu> References: <1031918489.21842.22.camel@ulysse> <20020913121410.GP973@fugu> <1031923896.22272.13.camel@ulysse> <20020913134716.GA12225@fugu> Message-ID: <1031926654.23121.8.camel@ulysse> Le ven 13/09/2002 ? 15:47, Kirill Miazine a ?crit : > * Nicolas Mailhot [2002-09-13 15:31]: > > and this does not seem to work. MTA logs show mail is sent as unix user > > nobody, and the MTA then tries to come up with nobody's mail address > > (nobody at localdomain) by itself > > 1) small "f" in "-f $1" (not "-F $1") eck, sorry > 2) missing $From in: > open(MAIL, "|$RT::SendmailPath $From $RT::SendmailArguments") > ^^^^^ <- this is -f sender at you.hoo Damn, missed this. This means your workaround only works with senmailpipe, right ? > > Could you please enlighten me on what your code should do (seems I'm > > good for a perl crash course anyway:() > > It takes address matching a quite simplre regex from From: header field > and tells sendmail to use it as the envelope sender address (-f option). Well, that's more or less what I understood. I guess I've been staring at perl code too long:). Unfortunately, even with small f and big from this does not seem to work:( Regards -- Nicolas Mailhot One2team : 12 bis rue de la Pierre Lev?e - 75011 Paris - France T?l : + 33 1 43 38 19 80 - Fax : +33 1 43 14 23 07 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From lists at krot.org Fri Sep 13 10:31:51 2002 From: lists at krot.org (Kirill Miazine) Date: Fri, 13 Sep 2002 16:31:51 +0200 Subject: [rt-users] Autoreply by nobody In-Reply-To: <1031926654.23121.8.camel@ulysse> References: <1031918489.21842.22.camel@ulysse> <20020913121410.GP973@fugu> <1031923896.22272.13.camel@ulysse> <20020913134716.GA12225@fugu> <1031926654.23121.8.camel@ulysse> Message-ID: <20020913143151.GC12225@fugu> * Nicolas Mailhot [2002-09-13 16:17]: > > 2) missing $From in: > > open(MAIL, "|$RT::SendmailPath $From $RT::SendmailArguments") > > ^^^^^ <- this is -f sender at you.hoo > > Damn, missed this. > This means your workaround only works with senmailpipe, right ? It can work with the other one too, I happen to use senmailpipe. > > > Could you please enlighten me on what your code should do (seems I'm > > > good for a perl crash course anyway:() > > > > It takes address matching a quite simplre regex from From: header field > > and tells sendmail to use it as the envelope sender address (-f option). > > Well, that's more or less what I understood. I guess I've been staring > at perl code too long:). > > Unfortunately, even with small f and big from this does not seem to > work:( What's your MTA? Is it configured to accept -f option to set the sender? It should be noted that "-f sender at some.thing" will set the _envelope_ sender to sender at some.thing. But since sender is extracted from From:, it shouldn't matter in this case. What do you have in From: header field? -- Kirill From bkuhn at fsf.org Fri Sep 13 10:28:07 2002 From: bkuhn at fsf.org (Bradley M. Kuhn) Date: Fri, 13 Sep 2002 10:28:07 -0400 Subject: [rt-users] grab whole correspondence/comments on ticket into one mbox-formatted file In-Reply-To: <1031911717.16132.14.camel@debian> References: <20020912230831.GN19990@ebb.org> <1031911717.16132.14.camel@debian> Message-ID: <20020913142807.GO22800@ebb.org> Robie Basak wrote: > We AdminCC our support queue to a mailbox for safety reasons (then if RT > goes down for whatever reason we have a record we can quickly get to). This is a possibility; I'll consider that. OTOH, hacking up a script to work as I described would probably be a good opportunity to get used to RT's APIs. ;) > If you did this, and altered the Comment AdminCC template to not put > [Comment] in the subject line, then you could see the entire ticket as a > single thread in mutt (or your favourite MUA). Actually, I have a procmail hack that makes sure a whole ticket always gets threaded together, no matter what the subject line. Here it is, FWIW: :0 fw * !^References: * ^In-Reply-To: *\ | formail -R "In-Reply-To:" "References:" What I noticed is that RT seems to be good about always adding an In-Reply-To: header, but doesn't add a References: header. For some reason, mutt doesn't use In-Reply-To:'s to form threads (it seems like it should, but it doesn't). I wonder, is there a specific reason that RT doesn't add a References: header as well as an In-Reply-To:? -- bkuhn -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From Nicolas.Mailhot at one2team.com Fri Sep 13 10:47:01 2002 From: Nicolas.Mailhot at one2team.com (Nicolas Mailhot) Date: 13 Sep 2002 16:47:01 +0200 Subject: [rt-users] Autoreply by nobody In-Reply-To: <20020913143151.GC12225@fugu> References: <1031918489.21842.22.camel@ulysse> <20020913121410.GP973@fugu> <1031923896.22272.13.camel@ulysse> <20020913134716.GA12225@fugu> <1031926654.23121.8.camel@ulysse> <20020913143151.GC12225@fugu> Message-ID: <1031928422.23121.43.camel@ulysse> Le ven 13/09/2002 ? 16:31, Kirill Miazine a ?crit : > * Nicolas Mailhot [2002-09-13 16:17]: > > > 2) missing $From in: > > > open(MAIL, "|$RT::SendmailPath $From $RT::SendmailArguments") > > > ^^^^^ <- this is -f sender at you.hoo > > > > Damn, missed this. > > This means your workaround only works with senmailpipe, right ? > > It can work with the other one too, I happen to use senmailpipe. > > > > > Could you please enlighten me on what your code should do (seems I'm > > > > good for a perl crash course anyway:() > > > > > > It takes address matching a quite simplre regex from From: header field > > > and tells sendmail to use it as the envelope sender address (-f option). > > > > Well, that's more or less what I understood. I guess I've been staring > > at perl code too long:). > > > > Unfortunately, even with small f and big from this does not seem to > > work:( > > What's your MTA? Postfix > Is it configured to accept -f option to set the sender? A quick test shows -f works for normal users > It should be noted that "-f sender at some.thing" will set the _envelope_ > sender to sender at some.thing. But since sender is extracted from From:, > it shouldn't matter in this case. > > What do you have in From: header field? Return-Path: Delivered-To: nim at localdomain Received: by smtp.localdomain (Postfix, from userid 99) id 589A61CB22; Fri, 13 Sep 2002 16:43:16 +0200 (CEST) Subject: ... From: "Support" Reply-To: support at publicdomain Hope this helps:( -- Nicolas Mailhot One2team : 12 bis rue de la Pierre Lev?e - 75011 Paris - France T?l : + 33 1 43 38 19 80 - Fax : +33 1 43 14 23 07 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From HGororo at chartercom.com Fri Sep 13 11:16:20 2002 From: HGororo at chartercom.com (Gororo, Hillary) Date: Fri, 13 Sep 2002 10:16:20 -0500 Subject: [rt-users] RE: Moving RT2.0.13 from 1 server to another Message-ID: <4092060A7FC62441998AD28465E707E1074F3295@STL02MEXC11.corp.chartercom.com> Hi Washington, thank you for your response. I have a quick question what is cd /opt && tar -cZf rt2.tgz rt2 doing exactly. My rt directory is located in /usr/local/rt so I gues I do not understand what the 'cd /opt &&' does here. Thanks thanks Hillary -----Original Message----- From: Odhiambo Washington [mailto:wash at wananchi.biz] Sent: Friday, August 30, 2002 3:48 AM To: Gororo, Hillary Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] RE: Moving RT2.0.13 from 1 server to another * Gororo, Hillary [20020830 01:20]: wrote: > Hi Everyone, > I am new to the list, we just recently purchased a new server and so I am > preparing to move RT2 from one server to another. What steps do I need to > perform?. I understand from scanning through the archives that I will need > to backup my current RT and load it on the new server. Do I need a fresh > install on the new server? and also which directories/files do I need to > backup, How do I backup these files and how do I load the files onto the new > server. > From Nicolas.Mailhot at one2team.com Fri Sep 13 11:16:53 2002 From: Nicolas.Mailhot at one2team.com (Nicolas Mailhot) Date: 13 Sep 2002 17:16:53 +0200 Subject: [rt-users] Autoreply by nobody In-Reply-To: <1031928422.23121.43.camel@ulysse> References: <1031918489.21842.22.camel@ulysse> <20020913121410.GP973@fugu> <1031923896.22272.13.camel@ulysse> <20020913134716.GA12225@fugu> <1031926654.23121.8.camel@ulysse> <20020913143151.GC12225@fugu> <1031928422.23121.43.camel@ulysse> Message-ID: <1031930214.23123.61.camel@ulysse> Le ven 13/09/2002 ? 16:47, Nicolas Mailhot a ?crit : > Le ven 13/09/2002 ? 16:31, Kirill Miazine a ?crit : > > * Nicolas Mailhot [2002-09-13 16:17]: > > > > 2) missing $From in: > > > > open(MAIL, "|$RT::SendmailPath $From $RT::SendmailArguments") > > > > ^^^^^ <- this is -f sender at you.hoo > > > > > > Damn, missed this. > > > This means your workaround only works with senmailpipe, right ? > > > > It can work with the other one too, I happen to use senmailpipe. > > > > > > > Could you please enlighten me on what your code should do (seems I'm > > > > > good for a perl crash course anyway:() > > > > > > > > It takes address matching a quite simplre regex from From: header field > > > > and tells sendmail to use it as the envelope sender address (-f option). > > > > > > Well, that's more or less what I understood. I guess I've been staring > > > at perl code too long:). > > > > > > Unfortunately, even with small f and big from this does not seem to > > > work:( > > > > What's your MTA? > > Postfix > > > Is it configured to accept -f option to set the sender? > > A quick test shows -f works for normal users > > > It should be noted that "-f sender at some.thing" will set the _envelope_ > > sender to sender at some.thing. But since sender is extracted from From:, > > it shouldn't matter in this case. > > > > What do you have in From: header field? > > Return-Path: > Delivered-To: nim at localdomain > Received: by smtp.localdomain (Postfix, from userid 99) id 589A61CB22; > Fri, > 13 Sep 2002 16:43:16 +0200 (CEST) > Subject: ... > From: "Support" > Reply-To: support at publicdomain > > Hope this helps:( And just for the fun of it, I've added another alias : bubu: "|id | /usr/sbin/sendmail -oi -f bob at bob.bob -F bill at bill.bill nim" Which gets me : Return-Path: Delivered-To: nim at localdomain Received: by smtp.olympe.o2t (Postfix, from userid 99) id 471EE1CB23; Fri, 13 Sep 2002 17:11:46 +0200 (CEST) Message-Id: <20020913151146.471EE1CB23 at smtp.olympe.o2t> Date: Fri, 13 Sep 2002 17:11:46 +0200 (CEST) From: bob at bob.bob (bill at bill.bill) To: undisclosed-recipients:; X-Evolution-Source: imap://nim at imap.olympe.o2t/ Subject: No Subject Mime-Version: 1.0 uid=99(nobody) gid=99(nobody) groups=99(nobody) So both -f and -F should work out of the box, except for rt somehow they don't:( Regards, -- Nicolas Mailhot One2team : 12 bis rue de la Pierre Lev?e - 75011 Paris - France T?l : + 33 1 43 38 19 80 - Fax : +33 1 43 14 23 07 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From rt at netthink.co.uk Fri Sep 13 11:25:47 2002 From: rt at netthink.co.uk (Simon Cozens) Date: Fri, 13 Sep 2002 16:25:47 +0100 Subject: [rt-users] grab whole correspondence/comments on ticket into one mbox-formatted file In-Reply-To: <20020912230831.GN19990@ebb.org> References: <20020912230831.GN19990@ebb.org> Message-ID: <20020913152547.GA15773@netthink.co.uk> Bradley M. Kuhn: > It seems that scripting such a thing should be quite easy, but before I > hacked it up, I wanted to check to see if such a script already existed > before I go off writing it. I'm not aware of one, but yeah, it should be pretty easy to hack up; if I were you, though, I'd do it not as a standalone script, but as an option to Ticket/Display.html or similar, so that you can then add a button to the ticket's page to download the mbox. This also has the advantage that the work of getting the ticket loaded up and so on is already done for you; you just need to iterate through the Transactions. Simon -- "In space 'cat scream.au | tee /dev/null > /dev/audio'..." - Ben, in the monastery. From nils.ketelsen at kuehne-nagel.com Fri Sep 13 11:34:08 2002 From: nils.ketelsen at kuehne-nagel.com (Nils Ketelsen) Date: Fri, 13 Sep 2002 17:34:08 +0200 Subject: [rt-users] Autoreply by nobody In-Reply-To: <1031930214.23123.61.camel@ulysse> References: <1031928422.23121.43.camel@ulysse> <1031918489.21842.22.camel@ulysse> <20020913121410.GP973@fugu> <1031923896.22272.13.camel@ulysse> <20020913134716.GA12225@fugu> <1031926654.23121.8.camel@ulysse> <20020913143151.GC12225@fugu> <1031928422.23121.43.camel@ulysse> Message-ID: <5.1.0.14.0.20020913173205.02277be8@194.151.203.161> At 17:16 13.09.2002 +0200, Nicolas Mailhot wrote: > > Hope this helps:( > >And just for the fun of it, I've added another alias : > >bubu: "|id | /usr/sbin/sendmail -oi -f bob at bob.bob -F >bill at bill.bill nim" Calling sendmail (or postfix or whatever) from your aliases might result in complete different behaviour from calling it directly on the commandline is user nobody. Maybe now sendmail is invoked with the rights of your MTA (possibly as user mail) instead of being invoked as user nobody. Nils From medawsonjr at yahoo.com Fri Sep 13 12:50:17 2002 From: medawsonjr at yahoo.com (Mark E. Dawson, Jr.) Date: Fri, 13 Sep 2002 09:50:17 -0700 (PDT) Subject: [rt-users] Deleting Users and Groups In-Reply-To: <3D81FA29.60506@hamburg.fcb.com> Message-ID: <20020913165017.65764.qmail@web11208.mail.yahoo.com> > >Ok, this seems like a pretty straightforward thing > >to ask. > > > > But it is not. For referential integrity reasons, > users and groups > cannot be deleted (but they can be deactivated). That's what constraints are for, like 'on delete cascade' or triggers. I guess not the RT guys have decided that not too many people would want that, and so didn't place it in the product. Thanks for your response. __________________________________________________ Do you Yahoo!? Yahoo! News - Today's headlines http://news.yahoo.com From khera at kcilink.com Fri Sep 13 14:18:20 2002 From: khera at kcilink.com (Vivek Khera) Date: Fri, 13 Sep 2002 14:18:20 -0400 Subject: [rt-users] Deleting Users and Groups In-Reply-To: <20020913165017.65764.qmail@web11208.mail.yahoo.com> References: <3D81FA29.60506@hamburg.fcb.com> <20020913165017.65764.qmail@web11208.mail.yahoo.com> Message-ID: <15746.11244.96639.547112@onceler.kciLink.com> >>>>> "MED" == Mark E Dawson, writes: MED> That's what constraints are for, like 'on delete MED> cascade' or triggers. I guess not the RT guys have MED> decided that not too many people would want that, MED> and so didn't place it in the product. And that assumes your "database" has RI constraints. MySQL does not. Postgres does, but that's not the primary development db for RT. From mbates at gci.net Fri Sep 13 15:22:21 2002 From: mbates at gci.net (Mike Bates) Date: Fri, 13 Sep 2002 11:22:21 -0800 Subject: [rt-users] Migration from Peregrine Service Center to RT Message-ID: <5.1.1.6.2.20020913112217.025802e8@email.alaska.edu> Anyone out there migrate from Peregrine Service Center to RT? What issues did you have? How do you find RT to use compared to Peregrine SC? Thanks Mike -- Michael W. Bates Fairbanks, AK 99708 Email: mailto:mbates at gci.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From rob.hooft at bruker-nonius.com Fri Sep 13 02:31:51 2002 From: rob.hooft at bruker-nonius.com (Rob W.W. Hooft) Date: Fri, 13 Sep 2002 08:31:51 +0200 Subject: [rt-users] Can I realize my wishes? Message-ID: <3D818657.8060406@bruker-nonius.com> I recently started to use RT to keep track of the development work in our group. There are a few configuration changes I'd like to make if possible to make work in this setting easier: * To have the most important information in a ticket displayed on a page without scrolling the web browser, I'd like to change the layout to show first the basics, and then the history in most-recent-first order. The rest should be shown below the history. * Since we are dealing with long-lasting projects, the default time unit of "minutes" is too short. Is it possible to get a queue to represent another unit like hours or days (where a day obviously is 8 hours) or weeks (5 days....). Having these floating point numbers would make it possible to represent a half-hour project as well. Any help to this novice is appreciated. Rob -- Rob W.W. Hooft R&D, Bruker Nonius BV, Delft http://www.nonius.nl/ From bthauvin at clearchannel.fr Fri Sep 13 06:39:53 2002 From: bthauvin at clearchannel.fr (THAUVIN Blaise (Dir. Informatique FRP)) Date: Fri, 13 Sep 2002 12:39:53 +0200 Subject: [rt-users] RT with a french interface Message-ID: <870E25EC362DD6118A7400306E1260E2010D4467@33par_exchange.dauphin-affichage.com> Hi, I'd be happy to participate in this project too. I've been using RT for quite a while now and having a French version would let me use it even more widely. Some departments out of the IT hot line are considering it but are relunctant to use RT in English (most people in their departments don't speak English). And some even have a budget to spare for some specific needs they have, so it could mean revenue for Jesse. Blaise Thauvin Groupe France Rail Publicit? Directeur Informatique bthauvin at clearchannel.fr +33 1 40 82 82 25 -----Message d'origine----- De : Nicolas Pettiaux [mailto:nicolas.pettiaux at openbe.org] Envoy? : vendredi 13 septembre 2002 09:02 ? : Jesse Vincent Cc : rt-users at lists.fsck.com Objet : Re: [rt-users] RT with a french interface Le Vendredi 13 Septembre 2002 05:21, Jesse Vincent a ?crit : > I take it back. I _have_ recieved the start of a french > translation which hasn't yet been integrated into 2.1. Expect that > to happen in the next week. > > Best, > Jesse Thank you for the info. I am ready to help with the translation. Please put me in contact with the translator to French. THanks, Nicolas _______________________________________________ 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 mike.bates at alaska.edu Fri Sep 13 15:10:31 2002 From: mike.bates at alaska.edu (Michael W. Bates) Date: Fri, 13 Sep 2002 11:10:31 -0800 Subject: [rt-users] Migration from Peregrine Service Center to RT Message-ID: <5.1.1.6.2.20020913110910.02e99000@email.alaska.edu> Anyone out there migrate from Peregrine Service Center to RT? What issues did you have? How do you find RT to use compared to Peregrine SC? Thanks Mike -- Michael W. Bates - OCP 9i DBA University of Alaska - ITS Director, User Services 910 Yukon Dr., Suite 103 PO Box 755320 Fairbanks, AK 99775-5260 Email: mailto:mike.bates at mail.alaska.edu Phone: (907) 474-1853 Fax: (907) 474-7127 From dmmooney at earthlink.net Fri Sep 13 15:30:30 2002 From: dmmooney at earthlink.net ( Drew Mooney) Date: Fri, 13 Sep 2002 12:30:30 -0700 Subject: [rt-users] restoring privileges to rt root user? Message-ID: It's too late for comments on this to be of any use in my situation - I've already done 'make dropdb' 'make install' But if someone else can profit from this, or if it comes in handy in future, that'd be great. I added 20-odd users, setup 5 queues, and just to clean up the 'users' list to nothing but staff users, disabled the rt root user in the user configuration page. [deslected 'allow this user to access RT']. The bad news is that I did this BEFORE I'd given any of the NEW users any of the SuperUser privileges. The good news is that there were no real tickets to speak of yet... Is there a gentler way to restore RT root users privilege than 'dropdb' 'install'? :-) I would have to imagine there's a record in the MySQL backend that one could manipulate via the CLI that would do this quite easily - if one knew where to look... From ayen at endeca.com Fri Sep 13 15:51:38 2002 From: ayen at endeca.com (Adam Yen) Date: Fri, 13 Sep 2002 15:51:38 -0400 Subject: [rt-users] (no subject) Message-ID: I've just installed RT 2.0.14 and I sporadically get this Perl error message below when I logout. I'm running coompiled version of Apache with mod_perl. Thank in advance for your help. -Adam error: Bizarre copy of ARRAY in aassign at /usr/lib/perl5/site_perl/5.6.0/Devel/StackTrace.pm line 65. context: ... 858: pop @{ $self->{stack} }; 859: pop @{ $self->{buffer_stack} }; 860: pop @{ $self->{buffer_stack} } if ($mods{store}); 861: 862: UNIVERSAL::can($err, 'rethrow') ? $err->rethrow : error $err; 863: } 864: 865: # more common case optimizations 866: $self->{buffer_stack}[-1]->flush; ... code stack: /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm:862 /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm:308 /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm:308 /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm:269 /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm:134 /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm:134 /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm:738 /usr/local/rt2/bin/webmux.pl:170 /dev/null:0 /dev/null:0 Apache: /usr/local/apache/bin/httpd -V Server version: Apache/1.3.26 (Unix) Server built: Sep 9 2002 19:40:17 Server's Module Magic Number: 19990320:13 Server compiled with.... -D HAVE_MMAP -D HAVE_SHMGET -D USE_SHMGET_SCOREBOARD -D USE_MMAP_FILES -D HAVE_FCNTL_SERIALIZED_ACCEPT -D HAVE_SYSVSEM_SERIALIZED_ACCEPT -D SINGLE_LISTEN_UNSERIALIZED_ACCEPT -D HTTPD_ROOT="/usr/local/apache" -D SUEXEC_BIN="/usr/local/apache/bin/suexec" -D DEFAULT_PIDLOG="logs/httpd.pid" -D DEFAULT_SCOREBOARD="logs/httpd.scoreboard" -D DEFAULT_LOCKFILE="logs/httpd.lock" -D DEFAULT_ERRORLOG="logs/error_log" -D TYPES_CONFIG_FILE="conf/mime.types" -D SERVER_CONFIG_FILE="conf/httpd.conf" -D ACCESS_CONFIG_FILE="conf/access.conf" -D RESOURCE_CONFIG_FILE="conf/srm.conf" /usr/local/apache/bin/httpd -l Compiled-in modules: http_core.c mod_env.c mod_log_config.c mod_mime.c mod_negotiation.c mod_status.c mod_include.c mod_autoindex.c mod_dir.c mod_cgi.c mod_asis.c mod_imap.c mod_actions.c mod_userdir.c mod_alias.c mod_rewrite.c mod_access.c mod_auth.c mod_setenvif.c mod_perl.c mod_php4.c ------------------------------------------ Adam Yen Endeca / Service Operations 55 Cambridge Parkway, 8th Floor Cambridge, MA 02142 Tel 617-621-4972 Fax 617-577-7766 ayen at endeca.com From HGororo at chartercom.com Fri Sep 13 16:48:13 2002 From: HGororo at chartercom.com (Gororo, Hillary) Date: Fri, 13 Sep 2002 15:48:13 -0500 Subject: [rt-users] RE: RT2 and Qmail Problems Message-ID: <4092060A7FC62441998AD28465E707E1074F329E@STL02MEXC11.corp.chartercom.com> I have a very silly question. I have just taken over administration on RT2 and I am trying to set-up a new server tp take over from the old server we have. In configuring qmail; My /var/qmail/aliases directory looks like this; $ cd /var/qmail/alias $ ls -la total 14852 drwxr-sr-x 3 alias qmail 1536 Jul 2 10:21 . drwxr-xr-x 11 root qmail 512 Sep 13 15:38 .. -rw-r--r-- 1 root qmail 88 May 8 16:35 .qmail-abuse -rw-r--r-- 1 root qmail 85 May 8 16:36 .qmail-abuse-comment -rw-r--r-- 1 root qmail 90 Jun 25 14:51 .qmail-abusecen -rw-r--r-- 1 root qmail 87 Jun 25 14:53 .qmail-abusecen-comment -rw-r--r-- 1 root qmail 92 Jun 25 15:03 .qmail-abusegc -rw-r--r-- 1 root qmail 89 Jun 25 15:04 .qmail-abusegc-comment -rw-r--r-- 1 root qmail 91 Jun 25 15:38 .qmail-abusemi -rw-r--r-- 1 root qmail 88 Jun 25 15:40 .qmail-abusemi-comment -rw-r--r-- 1 root qmail 91 Jun 25 15:43 .qmail-abusems -rw-r--r-- 1 root qmail 88 Jun 25 15:43 .qmail-abusems-comment -rw-r--r-- 1 root qmail 91 Jun 25 13:02 .qmail-abusenat -rw-r--r-- 1 root qmail 88 Jun 25 13:03 .qmail-abusenat-comment -rw-r--r-- 1 root qmail 95 Jun 25 15:48 .qmail-abusenc -rw-r--r-- 1 root qmail 92 Jun 25 15:49 .qmail-abusenc-comment -rw-r--r-- 1 root qmail 92 Jun 25 15:52 .qmail-abusene -rw-r--r-- 1 root qmail 89 Jun 25 15:53 .qmail-abusene-comment -rw-r--r-- 1 root qmail 92 Jun 25 15:56 .qmail-abusenw -rw-r--r-- 1 root qmail 89 Jun 25 15:57 .qmail-abusenw-comment -rw-r--r-- 1 root qmail 92 Jun 25 16:00 .qmail-abusese -rw-r--r-- 1 root qmail 89 Jun 25 16:01 .qmail-abusese-comment -rw-r--r-- 1 root qmail 88 Jun 25 13:10 .qmail-abusetest -rw-r--r-- 1 root qmail 85 Jun 25 13:10 .qmail-abusetest-comment -rw-r--r-- 1 root qmail 90 Jun 25 16:02 .qmail-abusewest -rw-r--r-- 1 root qmail 87 Jun 25 16:03 .qmail-abusewest-comment -rw-r--r-- 1 root qmail 5 May 8 15:40 .qmail-default -rw-r--r-- 1 root qmail 87 Jun 25 15:32 .qmail-dmca -rw-r--r-- 1 root qmail 84 Jun 25 15:34 .qmail-dmca-comment -rw-r--r-- 1 root qmail 88 May 29 13:30 .qmail-legal -rw-r--r-- 1 root qmail 85 May 29 13:30 .qmail-legal-comment -rw-r--r-- 1 root qmail 97 Jun 25 15:25 .qmail-legalcases -rw-r--r-- 1 root qmail 94 Jun 25 15:28 .qmail-legalcases-comment -rw-r--r-- 1 root qmail 5 May 8 15:40 .qmail-mailer-daemon -rw-r--r-- 1 root qmail 5 May 8 15:39 .qmail-postmaster -rw-r--r-- 1 root qmail 57 Jul 8 09:16 .qmail-root -rw-r--r-- 1 root qmail 85 May 29 15:59 .qmail-rt-comment -rw-r--r-- 1 root qmail 88 May 29 15:58 .qmail-rt-correspond -rw-r--r-- 1 root qmail 24 Jul 2 16:04 .qmail-thenrion -rw------- 1 alias qmail 7547526 Sep 13 14:50 Mailbox drwxr-sr-x 5 alias qmail 512 May 13 12:37 outgoing -rw-r--r-- 1 root qmail 67 Jun 21 12:15 save.qmail-root $ The question is how do I recreate the "Mailbox" alias on the new server.????. I have posted this to the qmail list and no-one replied. Thank you for all your help Henry "The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from all computers." -------------- next part -------------- An HTML attachment was scrubbed... URL: From medawsonjr at yahoo.com Fri Sep 13 17:55:35 2002 From: medawsonjr at yahoo.com (Mark E. Dawson, Jr.) Date: Fri, 13 Sep 2002 14:55:35 -0700 (PDT) Subject: [rt-users] Deleting Users and Groups In-Reply-To: <15746.11244.96639.547112@onceler.kciLink.com> Message-ID: <20020913215535.3933.qmail@web11206.mail.yahoo.com> > MED> That's what constraints are for, like 'on > delete > MED> cascade' or triggers. I guess not the RT guys > have > MED> decided that not too many people would want > that, > MED> and so didn't place it in the product. > > And that assumes your "database" has RI constraints. > MySQL does > not. Postgres does, but that's not the primary > development db for RT. No. MySQL *does* have RI constraints -- more spec- ifically, it contains the foreign key constraints with 'on delete cascade' that I mentioned. However, as I stated above, the developers may have decided that this was a function that most people wouldn't need, and so left it out. But it still could be done. __________________________________________________ Do you Yahoo!? Yahoo! News - Today's headlines http://news.yahoo.com From dmmooney at earthlink.net Sun Sep 15 09:36:03 2002 From: dmmooney at earthlink.net (Drew Mooney) Date: Sun, 15 Sep 2002 08:36:03 -0500 Subject: [rt-users] New Install: User creation, System config questions Message-ID: <3D848CC3.B4D070D9@earthlink.net> New rt-2.0.14 installation. I need to add many-many users to the system and I'm finding the web user creation more than a little tedious. 1. Is it possible to add users via RT-CLI commands? If so, where do I find info on the proper syntax? The install and admin docs seem scanty on doing anything NOT involving using the webUI. 2. What about keywords? Is it likewise possible to create a keyword heirarchy via the commandline - perhaps parsing a text file into many-many SQL INSERTS rather than via the webUI? 3. I've got to add @150 users - not all of whom will be active on the system, but need to use it from time to time. I'd like to be able to create a ticket as each user gets added to the system with a scrip action like 'OnCreateUser' 'NotifyNewUserToModifySelf'. [set password to something other than the default I setup, update contact info, etc.] Has anyone done anything like this? TIA Drew M. Mooney From lists at krot.org Sat Sep 14 13:23:16 2002 From: lists at krot.org (Kirill Miazine) Date: Sat, 14 Sep 2002 19:23:16 +0200 Subject: [rt-users] Autoreply by nobody In-Reply-To: <1031928422.23121.43.camel@ulysse> References: <1031918489.21842.22.camel@ulysse> <20020913121410.GP973@fugu> <1031923896.22272.13.camel@ulysse> <20020913134716.GA12225@fugu> <1031926654.23121.8.camel@ulysse> <20020913143151.GC12225@fugu> <1031928422.23121.43.camel@ulysse> Message-ID: <20020914172316.GE12225@fugu> * Nicolas Mailhot [2002-09-13 16:47]: > Return-Path: > Delivered-To: nim at localdomain > Received: by smtp.localdomain (Postfix, from userid 99) id 589A61CB22; > Fri, > 13 Sep 2002 16:43:16 +0200 (CEST) > Subject: ... > From: "Support" > Reply-To: support at publicdomain > > Hope this helps:( Yes, this helps. The regex was /([\w.-]+\@[a-z0-9][a-z0-9.-]*\.[a-z]{2,})/i. Your From: address doesn't match it. -- Kirill From smylers at gbdirect.co.uk Sun Sep 15 10:22:45 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Sun, 15 Sep 2002 15:22:45 +0100 (BST) Subject: [rt-users] Deleting Users and Groups In-Reply-To: <20020913215535.3933.qmail@web11206.mail.yahoo.com> Message-ID: On Friday Mark E. Dawson, Jr. wrote: > MySQL *does* have RI constraints -- more specifically, it contains the > foreign key constraints with 'on delete cascade' that I mentioned. > > However, as I stated above, the developers may have decided that this > was a function that most people wouldn't need, and so left it out. > But it still could be done. The question is not only of who would find it useful, but who could be harmed by this. Suppose all your deletions cascade, then removing a user would remove all tickets that that user had ever been a watcher on or sent any comments or correspondence to. The harm in deleting a user without meaning to (or thinking that you meant to but not properly understanding the consequences would be great). The 'harm' in merely having to disable users without being able to delete them is much smaller, and therefore a considerably safer course of action. Smylers -- GBdirect http://www.gbdirect.co.uk/ From smylers at gbdirect.co.uk Sun Sep 15 10:36:21 2002 From: smylers at gbdirect.co.uk (Smylers) Date: Sun, 15 Sep 2002 15:36:21 +0100 (BST) Subject: [rt-users] Can I realize my wishes? In-Reply-To: <3D818657.8060406@bruker-nonius.com> Message-ID: On Friday Rob W.W. Hooft wrote: > There are a few configuration changes I'd like to make ... > > * To have the most important information in a ticket displayed on a > page without scrolling the web browser ... The look of individual pages is one of the easiest things to change. 'RT' has been designed well to expect people to want to make these sorts of changes, and it's simple to slot in new HTML::Mason objects to override the default behaviour. The page you want to modify has /Ticket/Display.html in its URL. Find that file under $MasonComponentRoot. Copy it to an equivalent place under $MasonLocalComponentRoot. Make a spurious change to the latter and check that your version is now being used instead of the original. (I can't remember if you have to stop and start 'Apache' for it to notice.) I didn't know any HTML::Mason until I started customizing 'RT', but it's fairly obvious how things work, and the 'RT'-specific things tend to have meaningful names. Juggle things around on that page till you're happy with them. Many of the page elements are in separate files, to make them easier to customize. Simply copy any you want to customize from /Ticket/Elements/ to your local tree. > * Since we are dealing with long-lasting projects, the default time > unit of "minutes" is too short. Is it possible to get a queue to > represent another unit like hours or days ... Presumably you're referring to the 'Time Worked' field here? This isn't something I've ever played with, but again all you're asking for is an interface change. Find the element(s) that display(s) the time worked. Put in a bit of arithmetic which divides the number 'RT' has by 60 (or 60 * 8, or whatever) and display that instead; 'RT' will never know. Similarly for input, find which page(s) accept time values in minutes. Put some multiplication in the <%INIT%> block on those page(s) so that the number is converted to the units 'RT' expects. That way nothing inside 'RT' has changed; you're just transforming the number one way on output and t'other way on input. Smylers -- GBdirect http://www.gbdirect.co.uk/ From nicolas.pettiaux at openbe.org Sun Sep 15 16:05:00 2002 From: nicolas.pettiaux at openbe.org (Nicolas Pettiaux) Date: Sun, 15 Sep 2002 22:05:00 +0200 Subject: [rt-users] RT with a french interface In-Reply-To: <20020913070441.GS10827@fsck.com> References: <20020913070441.GS10827@fsck.com> Message-ID: Le Vendredi 13 Septembre 2002 09:04, Jesse Vincent a ?crit : > So, from what I can tell, he did a first pass and then gave up. > I'm attaching the preliminary translation. If you edit this and mail it > back to me, I can integrate it into the source. > > Best, > Jesse Thank you for your rapid answer. I have also got a private mail from Bruno Arliguy who had sent you thetranslated .po file and who said would work on it again this week-end. I am waiting for his request for help before stepping in, in order to avoid to duplicate a work. Blaise Thauvin said he is also interested and would also participate. I'll write privately to both also to coordinate. Please let us know when the 2.1 version with a French interface is usable so that I can try it and put it in place at my workplace. Thanks again, Nicolas -- Nicolas Pettiaux From pdh at snapgear.com Sun Sep 15 21:32:03 2002 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 16 Sep 2002 11:32:03 +1000 Subject: [rt-users] Notification of new request not yet taken In-Reply-To: <6201DF063335254BA0D6AA7053D1011711F634@pfgdsmmbx006.principalusa.corp.principal.com> References: <6201DF063335254BA0D6AA7053D1011711F634@pfgdsmmbx006.principalusa.corp.principal.com> Message-ID: <20020916013203.GD461@luggage> [lines re-wrapped appropriately] Millard, Matt wrote: > Is there a way to set up this sort of notification? > A request > comes into the help desk, and it sits in the queue for 8 hours. > After 8 hours no one has claimed ownership of the request. Send an > email to the queue admin notifying them that there is an unclaimed > ticket so that he can go and assign it. If the queue admin hasn't > assigned it after 24 hours then send an email to our on-call pager > notifying them that there is a request in the queue that hasn't been > claimed. You probably want to take the "nag" script found in the contrib area and modify it a little. -- 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 Sep 15 21:37:05 2002 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 16 Sep 2002 11:37:05 +1000 Subject: [rt-users] restoring privileges to rt root user? In-Reply-To: References: Message-ID: <20020916013705.GF461@luggage> Drew Mooney wrote: > Is there a gentler way to restore RT root users privilege than 'dropdb' > 'install'? :-) > > I would have to imagine there's a record in the MySQL backend that one could > manipulate via the CLI that would do this quite easily - if one knew where to > look... echo "update Users set Privileged=1 where Name='root'" | mysql rt2 -- 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 Nicolas.Mailhot at one2team.com Mon Sep 16 03:52:13 2002 From: Nicolas.Mailhot at one2team.com (Nicolas Mailhot) Date: 16 Sep 2002 09:52:13 +0200 Subject: [rt-users] Autoreply by nobody In-Reply-To: <5.1.0.14.0.20020913173205.02277be8@194.151.203.161> References: <1031928422.23121.43.camel@ulysse> <1031918489.21842.22.camel@ulysse> <20020913121410.GP973@fugu> <1031923896.22272.13.camel@ulysse> <20020913134716.GA12225@fugu> <1031926654.23121.8.camel@ulysse> <20020913143151.GC12225@fugu> <1031928422.23121.43.camel@ulysse> <5.1.0.14.0.20020913173205.02277be8@194.151.203.161> Message-ID: <1032162734.5147.3.camel@ulysse> Le ven 13/09/2002 ? 17:34, Nils Ketelsen a ?crit : > At 17:16 13.09.2002 +0200, Nicolas Mailhot wrote: > > > > > Hope this helps:( > > > >And just for the fun of it, I've added another alias : > > > >bubu: "|id | /usr/sbin/sendmail -oi -f bob at bob.bob -F > >bill at bill.bill nim" > > Calling sendmail (or postfix or whatever) from your aliases might result in > complete different behaviour from calling it directly on the commandline is > user nobody. Maybe now sendmail is invoked with the rights of your MTA > (possibly as user mail) instead of being invoked as user nobody. That's why I started by an id. Do you think it could have missed something like a priviledged user ? (just curious, I rechecked this putting everything in a script and it send the same mail -- so the problem seems to be in rt's own script and not the mta) Regards, -- Nicolas Mailhot One2team : 12 bis rue de la Pierre Lev?e - 75011 Paris - France T?l : + 33 1 43 38 19 80 - Fax : +33 1 43 14 23 07 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From hwagener at hamburg.fcb.com Mon Sep 16 10:30:37 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Mon, 16 Sep 2002 10:30:37 -0400 Subject: [rt-users] New Install: User creation, System config questions References: <3D848CC3.B4D070D9@earthlink.net> Message-ID: <3D85EB0D.3060304@hamburg.fcb.com> Drew Mooney wrote: >New rt-2.0.14 installation. > >I need to add many-many users to the system and I'm finding the web user >creation more than a little tedious. > >1. Is it possible to add users via RT-CLI commands? If so, where do I >find info on the proper syntax? The install and admin docs seem scanty >on doing anything NOT involving using the webUI. > Use the 'rtadmin' cli command. path to rt2>/bin/rtadmin --help will give You info on basic usage. If You have an LDAP user database, there are scipts and add ons in the contrib download directory that might help You as well. > >2. What about keywords? Is it likewise possible to create a keyword >heirarchy via the commandline - perhaps parsing a text file into >many-many SQL INSERTS rather than via the webUI? > Use the 'rt' cli command. /bin/rt --help will give You info on basic usage. >3. I've got to add @150 users - not all of whom will be active on the >system, but need to use it from time to time. I'd like to be able to >create a ticket as each user gets added to the system with a scrip >action like > >'OnCreateUser' 'NotifyNewUserToModifySelf'. [set password to something >other than the default I setup, update contact info, etc.] > AFAIK, password generation is not part of RT 2.0, but You sould hack it in Yourself. Alternatively, if You use LDAP, You can get this information from Your ldap directory and authenticate against that (see contrib stuff again). >Has anyone done anything like this? > Yes (-: . It's easy with LDAP, and manageable with every other setup. If You want to do perl stuff and ldap, I'd recommend Net::LDAP, as it doesn't rely on the C LDAP SDK, which is a pain to work with. Regards, Harald >__________________________________________ >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 > > -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From Nicolas.Mailhot at one2team.com Mon Sep 16 06:14:34 2002 From: Nicolas.Mailhot at one2team.com (Nicolas Mailhot) Date: 16 Sep 2002 12:14:34 +0200 Subject: [rt-users] Autoreply by nobody [Solution] In-Reply-To: <1032162734.5147.3.camel@ulysse> References: <1031928422.23121.43.camel@ulysse> <1031918489.21842.22.camel@ulysse> <20020913121410.GP973@fugu> <1031923896.22272.13.camel@ulysse> <20020913134716.GA12225@fugu> <1031926654.23121.8.camel@ulysse> <20020913143151.GC12225@fugu> <1031928422.23121.43.camel@ulysse> <5.1.0.14.0.20020913173205.02277be8@194.151.203.161> <1032162734.5147.3.camel@ulysse> Message-ID: <1032171274.5148.13.camel@ulysse> Hi, For those interested here is the solution I finaly come up with : if ($RT::MailCommand eq 'sendmailpipe') { open (MAIL, "|$RT::SendmailPath -f $RT::OwnerEmail $RT::SendmailArguments") || return(0); print MAIL $MIMEObj->as_string; close(MAIL); } else { unless ($MIMEObj->send($RT::MailCommand, $RT::MailParams, "-f $RT::OwnerEmail")) { $RT::Logger->crit("$self: Could not send mail for ". $self->TransactionObj . "\n"); return(0); } } You must change both SendEmail.pm and Email.pm to make it work (took me a *lot* of time to figure why my changes didn't have any effect:). It seems to work cleanly (at least with sendmail, not sendmailpipe). Moreover I think this should be the default behaviour, OwnerEmail is really the one that should be in the enveloppe. Anyway, thanks to everyone that tried to help, I learned a few things and I would certainly have taken me a lot more time without you all. Best regards, -- Nicolas Mailhot One2team : 12 bis rue de la Pierre Lev?e - 75011 Paris - France T?l : + 33 1 43 38 19 80 - Fax : +33 1 43 14 23 07 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From lists at krot.org Mon Sep 16 06:21:08 2002 From: lists at krot.org (Kirill Miazine) Date: Mon, 16 Sep 2002 12:21:08 +0200 Subject: [rt-users] Autoreply by nobody [Solution] In-Reply-To: <1032171274.5148.13.camel@ulysse> References: <1031918489.21842.22.camel@ulysse> <20020913121410.GP973@fugu> <1031923896.22272.13.camel@ulysse> <20020913134716.GA12225@fugu> <1031926654.23121.8.camel@ulysse> <20020913143151.GC12225@fugu> <1031928422.23121.43.camel@ulysse> <5.1.0.14.0.20020913173205.02277be8@194.151.203.161> <1032162734.5147.3.camel@ulysse> <1032171274.5148.13.camel@ulysse> Message-ID: <20020916102108.GO12225@fugu> * Nicolas Mailhot [2002-09-16 12:14]: > Hi, > > For those interested here is the solution I finaly come up with : > > if ($RT::MailCommand eq 'sendmailpipe') { > open (MAIL, "|$RT::SendmailPath -f $RT::OwnerEmail ^^^^^^^^^^^^^^^ <- make sure this doesn't contain evil characters > $RT::SendmailArguments") || return(0); > print MAIL $MIMEObj->as_string; > close(MAIL); > } > > You must change both SendEmail.pm and Email.pm to make it work (took me > a *lot* of time to figure why my changes didn't have any effect:). You only spoke about autoresponding to new tickets if I remember correctly. Action/SendEmail.pm is not used at that time. > It seems to work cleanly (at least with sendmail, not sendmailpipe). > Moreover I think this should be the default behaviour, OwnerEmail is > really the one that should be in the enveloppe. IMHO the default behaviour should be using SMTP and avoid command line arguments entirely. -- Kirill From Nicolas.Mailhot at one2team.com Mon Sep 16 06:39:39 2002 From: Nicolas.Mailhot at one2team.com (Nicolas Mailhot) Date: 16 Sep 2002 12:39:39 +0200 Subject: [rt-users] Autoreply by nobody [Solution] In-Reply-To: <20020916102108.GO12225@fugu> References: <1031918489.21842.22.camel@ulysse> <20020913121410.GP973@fugu> <1031923896.22272.13.camel@ulysse> <20020913134716.GA12225@fugu> <1031926654.23121.8.camel@ulysse> <20020913143151.GC12225@fugu> <1031928422.23121.43.camel@ulysse> <5.1.0.14.0.20020913173205.02277be8@194.151.203.161> <1032162734.5147.3.camel@ulysse> <1032171274.5148.13.camel@ulysse> <20020916102108.GO12225@fugu> Message-ID: <1032172779.5144.19.camel@ulysse> Le lun 16/09/2002 ? 12:21, Kirill Miazine a ?crit : > * Nicolas Mailhot [2002-09-16 12:14]: > > Hi, > > > > For those interested here is the solution I finaly come up with : > > > > if ($RT::MailCommand eq 'sendmailpipe') { > > open (MAIL, "|$RT::SendmailPath -f $RT::OwnerEmail > ^^^^^^^^^^^^^^^ <- make sure this > doesn't contain > evil characters > > $RT::SendmailArguments") || return(0); > > print MAIL $MIMEObj->as_string; > > close(MAIL); > > } > > > > You must change both SendEmail.pm and Email.pm to make it work (took me > > a *lot* of time to figure why my changes didn't have any effect:). > > You only spoke about autoresponding to new tickets if I remember > correctly. Action/SendEmail.pm is not used at that time. Well, I don't know how our rt people configured the thing, but it does use Action/SendEmail.pm for new tickets :) > > It seems to work cleanly (at least with sendmail, not sendmailpipe). > > Moreover I think this should be the default behaviour, OwnerEmail is > > really the one that should be in the enveloppe. > > IMHO the default behaviour should be using SMTP and avoid command line > arguments entirely. Of course:) This was the least intrusive change I could come up with. When I wrote this is the correct behaviour IMHO, I meant the enveloppe should always be OwnerEmail since this parameter is defined as the address where errors should go, not that this was the best way to do it. Regards, -- Nicolas Mailhot One2team : 12 bis rue de la Pierre Lev?e - 75011 Paris - France T?l : + 33 1 43 38 19 80 - Fax : +33 1 43 14 23 07 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From dmmooney at earthlink.net Tue Sep 17 08:20:43 2002 From: dmmooney at earthlink.net (Drew Mooney) Date: Tue, 17 Sep 2002 07:20:43 -0500 Subject: [rt-users] New Install: User creation, System config questions References: <3D848CC3.B4D070D9@earthlink.net> <3D85EB0D.3060304@hamburg.fcb.com> Message-ID: <3D871E1B.5F596690@earthlink.net> Harald Wagener wrote: > > > Use the 'rtadmin' cli command. path to rt2>/bin/rtadmin --help will give > You info on basic usage. If You have an LDAP user database, there are > scipts and add ons in the contrib download directory that might help You > as well. Thanks for the cli info. Did I miss something in the RTFM? IIRC, the only CLI docs in the RTFM deal with ticket creation...I'll check out the rtadmin help in a bit... > > > >'OnCreateUser' 'NotifyNewUserToModifySelf'. [set password to something > >other than the default I setup, update contact info, etc.] > > > > AFAIK, password generation is not part of RT 2.0, but You sould hack it in Yourself. Alternatively, if You use LDAP, You can get this information from Your ldap directory and authenticate against that (see contrib stuff again). Harald, I think I phrased my question poorly. My goal is to automate creation of a ticket owned by the new-user at every user-creation event. The ticket would 'require' that the new user: login to RT; change his/her password; and update contact info. With the 150+ userbase at my site, this would be a HUGE time saver for our RT admins. The alternatives? Tracking newuser password changes piecemeal, and maintaining user-related email threads offline from RT. This scheme would keep everything RT-related on RT. It's _probably_ of limited utility after the up-front flood of user-creations required by deploying RT, but still a worthwhile endeavor I think. Sounds like I need to study LDAP... :-) > >Has anyone done anything like this? > > > > Yes (-: . It's easy with LDAP, and manageable with every other setup. If > You want to do perl stuff and ldap, I'd recommend Net::LDAP, as it > doesn't rely on the C LDAP SDK, which is a pain to work with. > > Regards, > Harald > > >__________________________________________ > >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 > > > > > > -- > Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From dmmooney at earthlink.net Tue Sep 17 08:23:13 2002 From: dmmooney at earthlink.net (Drew Mooney) Date: Tue, 17 Sep 2002 07:23:13 -0500 Subject: [rt-users] Re: restoring privileges to rt root user? Message-ID: <3D871EB1.13A4DF40@earthlink.net> Many thanks Phil... Drew Mooney wrote: > Is there a gentler way to restore RT root users privilege than 'dropdb' > 'install'? :-) > > I would have to imagine there's a record in the MySQL backend that one could > manipulate via the CLI that would do this quite easily - if one knew where to > look... echo "update Users set Privileged=1 where Name='root'" | mysql rt2 -- 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 lists at krot.org Mon Sep 16 08:58:35 2002 From: lists at krot.org (Kirill Miazine) Date: Mon, 16 Sep 2002 14:58:35 +0200 Subject: [rt-users] Autoreply by nobody [Solution] In-Reply-To: <1032172779.5144.19.camel@ulysse> References: <1031923896.22272.13.camel@ulysse> <20020913134716.GA12225@fugu> <1031926654.23121.8.camel@ulysse> <20020913143151.GC12225@fugu> <1031928422.23121.43.camel@ulysse> <5.1.0.14.0.20020913173205.02277be8@194.151.203.161> <1032162734.5147.3.camel@ulysse> <1032171274.5148.13.camel@ulysse> <20020916102108.GO12225@fugu> <1032172779.5144.19.camel@ulysse> Message-ID: <20020916125835.GT12225@fugu> * Nicolas Mailhot [2002-09-16 12:39]: > > IMHO the default behaviour should be using SMTP and avoid command line > > arguments entirely. > > Of course:) This was the least intrusive change I could come up with. The change wouldn't be too intrusive. It would affect only the code that sends mail. > When I wrote this is the correct behaviour IMHO, I meant the enveloppe > should always be OwnerEmail since this parameter is defined as the > address where errors should go, not that this was the best way to do it. There's more than one way to do it ;) -- Kirill From khera at kcilink.com Mon Sep 16 10:26:45 2002 From: khera at kcilink.com (Vivek Khera) Date: Mon, 16 Sep 2002 10:26:45 -0400 Subject: [rt-users] Deleting Users and Groups In-Reply-To: <20020913215535.3933.qmail@web11206.mail.yahoo.com> References: <15746.11244.96639.547112@onceler.kciLink.com> <20020913215535.3933.qmail@web11206.mail.yahoo.com> Message-ID: <15749.59941.237437.473258@onceler.kciLink.com> >>>>> "MED" == Mark E Dawson, writes: MED> No. MySQL *does* have RI constraints -- more spec- MED> ifically, it contains the foreign key constraints MED> with 'on delete cascade' that I mentioned. Really? Since which version? This is great news! From medawsonjr at yahoo.com Mon Sep 16 11:10:22 2002 From: medawsonjr at yahoo.com (Mark E. Dawson, Jr.) Date: Mon, 16 Sep 2002 08:10:22 -0700 (PDT) Subject: [rt-users] Deleting Users and Groups In-Reply-To: <15749.59941.237437.473258@onceler.kciLink.com> Message-ID: <20020916151022.67081.qmail@web11206.mail.yahoo.com> > >>>>> "MED" == Mark E Dawson, > writes: > > MED> No. MySQL *does* have RI constraints -- more > spec- > MED> ifically, it contains the foreign key > constraints > MED> with 'on delete cascade' that I mentioned. > > Really? Since which version? This is great news! Ever since MySQL 3.23.43. The latest production version available now is 3.23.52, to put things in perspective about how long this has been available. __________________________________________________ Do you Yahoo!? Yahoo! News - Today's headlines http://news.yahoo.com From sheeri.kritzer at tufts.edu Mon Sep 16 11:22:21 2002 From: sheeri.kritzer at tufts.edu (Sheeri Kritzer) Date: Mon, 16 Sep 2002 11:22:21 -0400 Subject: [rt-users] db location of rt-send-cc? Message-ID: <1032189741.3d85f72d52cc1@webmail.tufts.edu> Hi all, I've checked through the FAQ, the docs, schema.pm, etc. I'm trying to research a problem someone had, that they cc'd people on a message with rt-send-cc and it never got to them. Where in the database is it stored? I have the transaction id through the Transaction table, but can't seem to find where the send-cc's are stored. thanx! -Sheeri Kritzer Systems Administrator University Systems Group Tufts University 617-627-3925 sheeri.kritzer at tufts.edu From mikael.masson at risc.fr Mon Sep 16 11:36:48 2002 From: mikael.masson at risc.fr (Mikael MASSON) Date: Mon, 16 Sep 2002 17:36:48 +0200 Subject: [rt-users] RT with a french interface Message-ID: <20020916173648.3467baf2.mikael.masson@risc.fr> Hi Nicolas, If you need help to translate RT in french, I can help you ;-) Thanks, Mike Le Vendredi 13 Septembre 2002 05:21, Jesse Vincent a =E9crit : >> I take it back. I _have_ recieved the start of a french >> translation which hasn't yet been integrated into 2.1. Expect that >> to happen in the next week. >> >> =09Best, >> =09Jesse > >Thank you for the info. > >I am ready to help with the translation. Please put me in contact with >th= >e=20 >translator to French. > >THanks, > >Nicolas From fstanley at netburner.com Mon Sep 16 13:12:59 2002 From: fstanley at netburner.com (Forrest Stanley) Date: Mon, 16 Sep 2002 10:12:59 -0700 Subject: [rt-users] Not Parsing HTML Message-ID: <5.1.0.14.2.20020916095107.00b32f08@mail.netburner.com> When I start apache and try to visit my rt website, All I get is unparsed HTML. Ex: <& /Elements/Header, Title=>"Start page", Refresh => $session{'home_refresh_interval'} &> <& /Elements/Tabs, current_toptab => '' &> <& /Elements/CustomHomepageHeader, %ARGS &> <& /Elements/MyTickets &> <& /Elements/MyRequests &> <& /Elements/Quicksearch &> <& /Elements/Refresh, Name => 'HomeRefreshInterval', Default => $session {'home_refresh_interval'} &> <%init> if ($ARGS{'HomeRefreshInterval'}) { $session{'home_refresh_interval'} = $ARGS{'HomeRefreshInterval'}; } I have all the deps installed and up to date. Here is what the inside of my httpd.conf looks like: # Handler for RT2 ######## # Alias /perl/ /user/local/bin/perl/ SetHandler perl-script PerlHandler Apache::Registry Options +ExecCGI PerlModule Apache::DBI PerlFreshRestart On PerlRequire /home/rt2/bin/webmux.pl Alias /rt2/ /home/rt2/WebRT/html/ SetHandler perl-script PerlHandler RT::Mason # I took out the #ifmodule to test if the syntax of the file was correct. I recompiled mod_perl with apache to try to fix the problem. No changes. Any ideas on what else to change? Thanks, Forrest Stanley From kasper37 at netzero.com Mon Sep 16 14:50:17 2002 From: kasper37 at netzero.com (Dan) Date: Mon, 16 Sep 2002 11:50:17 -0700 Subject: [rt-users] No content and no logging Message-ID: <029f01c25db1$fd2a7d50$cf01a8c0@apmsafe.com> Everything has gone relatively smoothly with the install of rt but now I'm having problems. When I go to the root of my the webserver I just get a blank page and the only html source is this: also, there is no information written to the log file (/tmp/rt.log0). The file is created but no information is getting written to it. I'm not getting any errors in my apache log files so I'm at a loss. Thanks for any help you can give. Dan From mikael.masson at risc.fr Mon Sep 16 15:28:39 2002 From: mikael.masson at risc.fr (Mikael MASSON) Date: Mon, 16 Sep 2002 21:28:39 +0200 Subject: [rt-users] No content and no logging References: <029f01c25db1$fd2a7d50$cf01a8c0@apmsafe.com> Message-ID: <3D8630E7.4030206@risc.fr> Hi Dan, Which version of Navigator (Mozilla or other...) and OS Server do you use ? When you run "make testdeps" the all dependencies are ok ? Sorry for my bad english ;-) Dan wrote: >Everything has gone relatively smoothly with the install of rt but now I'm >having problems. When I go to the root of my the webserver I just get a blank >page and the only html source is this: > > > > > > >also, there is no information written to the log file (/tmp/rt.log0). The file >is created but no information is getting written to it. I'm not getting any >errors in my apache log files so I'm at a loss. Thanks for any help you can >give. > >Dan > >_______________________________________________ >rt-users mailing list >rt-users at lists.fsck.com >http://lists.fsck.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > From kasper37 at netzero.com Mon Sep 16 15:51:03 2002 From: kasper37 at netzero.com (Dan) Date: Mon, 16 Sep 2002 12:51:03 -0700 Subject: [rt-users] No content and no logging References: <029f01c25db1$fd2a7d50$cf01a8c0@apmsafe.com> <3D8630E7.4030206@risc.fr> Message-ID: <02bc01c25dba$667a0c50$cf01a8c0@apmsafe.com> I actually think I've narrowed it down a bit since my post. I don't think mod_perl is working correctly. I put this: use strict; my $r = shift; $r->send_http_header('text/html'); $r->print("It worked!!!\n"); into a test file and ran it and I'm still getting that same blank page and the same html I spoke of in my original post. I'm not sure why it wouldn't be working, this is what I've added: LoadModule perl_module lib/httpd/mod_perl.so PerlHandler Apache::Registry PerlSendHeader On SetHandler perl-script Options +ExecCGI DocumentRoot /opt/rt2/WebRT/html ServerName helpdesk.cypherus.com PerlModule Apache::DBI PerlFreshRestart On PerlRequire /opt/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason From niranjanalt at yahoo.com Mon Sep 16 17:52:22 2002 From: niranjanalt at yahoo.com (Niranjan Patel) Date: Mon, 16 Sep 2002 14:52:22 -0700 (PDT) Subject: [rt-users] Error on Make install Message-ID: <20020916215222.81530.qmail@web12902.mail.yahoo.com> I am getting the following error on make install after the make testdeps. Any help thanks Niranjan sun51 niranjan /homes/woprf/n/niranjan/tmpfiles/rt-2-0-14 559 > make install mkdir -p //homes/woprf/n/niranjan/RT/bin mkdir -p //homes/woprf/n/niranjan/RT/WebRT/data mkdir -p //homes/woprf/n/niranjan/RT/WebRT/sessiondata mkdir -p //homes/woprf/n/niranjan/RT/etc mkdir -p //homes/woprf/n/niranjan/RT/lib mkdir -p //homes/woprf/n/niranjan/RT/WebRT/html mkdir -p //homes/woprf/n/niranjan/RT/local/WebRT/html /homes/woprf/n/niranjan/Perl/bin/perl tools/initdb 'mysql' '/homes/woprf/n/niranjan/mysql' 'localhost' '' 'root' 'rt2' create Now creating a database for RT. Enter the mysql password for root: Creating mysql database rt2. cp etc/acl.mysql '//homes/woprf/n/niranjan/RT/etc/acl.mysql' /homes/woprf/n/niranjan/Perl/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;" //homes/woprf/n/niranjan/RT/etc/acl.mysql bin/initacls.mysql '/homes/woprf/n/niranjan/mysql' 'localhost' '' 'root' '' 'rt2' '//homes/woprf/n/niranjan/RT/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: /homes/woprf/n/niranjan/Perl/bin/perl tools/initdb 'mysql' '/homes/woprf/n/niranjan/mysql' '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, line 1. make: *** [initdb.rtuser] Error 255 sun51 niranjan /homes/woprf/n/niranjan/tmpfiles/rt-2-0-14 560 > __________________________________________________ Do you Yahoo!? Yahoo! News - Today's headlines http://news.yahoo.com From pdh at snapgear.com Mon Sep 16 18:10:51 2002 From: pdh at snapgear.com (Phil Homewood) Date: Tue, 17 Sep 2002 08:10:51 +1000 Subject: [rt-users] New Install: User creation, System config questions In-Reply-To: <3D871E1B.5F596690@earthlink.net> References: <3D848CC3.B4D070D9@earthlink.net> <3D85EB0D.3060304@hamburg.fcb.com> <3D871E1B.5F596690@earthlink.net> Message-ID: <20020916221051.GA514@luggage> Drew Mooney wrote: > The alternatives? Tracking newuser password changes piecemeal, and > maintaining user-related email threads offline from RT. This scheme > would keep everything RT-related on RT. It's _probably_ of limited > utility after the up-front flood of user-creations required by deploying > RT, but still a worthwhile endeavor I think. Why not script something /outside/ RT? Since you're probably going to use the CLI to create users and assign their passwords, why not wrap the RT CLI commands in a script that also sends the details 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 pdh at snapgear.com Mon Sep 16 22:19:12 2002 From: pdh at snapgear.com (Phil Homewood) Date: Tue, 17 Sep 2002 12:19:12 +1000 Subject: [rt-users] grab whole correspondence/comments on ticket into one mbox-formatted file In-Reply-To: <20020913142807.GO22800@ebb.org> References: <20020912230831.GN19990@ebb.org> <1031911717.16132.14.camel@debian> <20020913142807.GO22800@ebb.org> Message-ID: <20020917021912.GI514@luggage> Bradley M. Kuhn wrote: > What I noticed is that RT seems to be good about always adding an > In-Reply-To: header, but doesn't add a References: header. For some > reason, mutt doesn't use In-Reply-To:'s to form threads (it seems like it > should, but it doesn't). > > I wonder, is there a specific reason that RT doesn't add a References: > header as well as an In-Reply-To:? lib/RT/Action/SendEmail.pm states: # TODO We should always add References headers for all message-ids # of previous messages related to this ticket. so I guess the reason is "haven't gotten around to it yet". :) The solution would be to iterate through $self->TicketObj->Transactions tacking any found Message-IDs onto the References header; possibly limiting the size of said header along the way. (I'd go for first three plus last three or some such.) -- 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 mikael.masson at risc.fr Tue Sep 17 01:52:08 2002 From: mikael.masson at risc.fr (Mikael MASSON) Date: Tue, 17 Sep 2002 07:52:08 +0200 Subject: [rt-users] No content and no logging In-Reply-To: <02bc01c25dba$667a0c50$cf01a8c0@apmsafe.com> References: <029f01c25db1$fd2a7d50$cf01a8c0@apmsafe.com> <3D8630E7.4030206@risc.fr> <02bc01c25dba$667a0c50$cf01a8c0@apmsafe.com> Message-ID: <20020917075208.547465dd.mikael.masson@risc.fr> Ok... Why not use this syntaxe to define mod_perl environnement : Alias /perl/ /var/www/perl/ SetHandler perl-script PerlHandler Apache::Registry Options +ExecCGI I found this information on the Official Mod_Perl Site (http://perl.apache.org/docs/1.0/guide/config.html#mod_perl_Configuration) and i use this synatxe for my intranet server (Debian 3.0 kernel 2.4.19 + Apache 1.3.26). Regards, Mike On Mon, 16 Sep 2002 12:51:03 -0700 "Dan" wrote: > I actually think I've narrowed it down a bit since my post. I don't think > mod_perl is working correctly. I put this: > > use strict; > my $r = shift; > $r->send_http_header('text/html'); > $r->print("It worked!!!\n"); > > into a test file and ran it and I'm still getting that same blank page and the > same html I spoke of in my original post. I'm not sure why it wouldn't be > working, this is what I've added: > > LoadModule perl_module lib/httpd/mod_perl.so > > > PerlHandler Apache::Registry > PerlSendHeader On > SetHandler perl-script > Options +ExecCGI > > > DocumentRoot /opt/rt2/WebRT/html > ServerName helpdesk.cypherus.com > PerlModule Apache::DBI > PerlFreshRestart On > PerlRequire /opt/rt2/bin/webmux.pl > > SetHandler perl-script > PerlHandler RT::Mason > > > From what I can tell that should pretty much do it. > > Dan > > P.S. I'm using IE 5.50.4807.2300 and make testdeps says everything is fine. > > ----- Original Message ----- > From: "Mikael MASSON" > To: > Sent: Monday, September 16, 2002 12:28 PM > Subject: Re: [rt-users] No content and no logging > > > > Hi Dan, > > > > Which version of Navigator (Mozilla or other...) and OS Server do you use ? > > > > When you run "make testdeps" the all dependencies are ok ? > > > > Sorry for my bad english ;-) > > > > > > Dan wrote: > > > > >Everything has gone relatively smoothly with the install of rt but now I'm > > >having problems. When I go to the root of my the webserver I just get a > blank > > >page and the only html source is this: > > > > > > > > > > > > > > > > > > > > >also, there is no information written to the log file (/tmp/rt.log0). The > file > > >is created but no information is getting written to it. I'm not getting any > > >errors in my apache log files so I'm at a loss. Thanks for any help you can > > >give. > > > > > >Dan > > > > > >_______________________________________________ > > >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 -- ,o888b,`?88888 Mikael MASSON ,8888 888 ?888 RISC Technology, France 8888888P' 888 ~~~~~~~~~~~~~~~~~~ \\ Little Debian Dragon \\ 888P' 888 Recherche & D?veloppement `88 O d888 http://www.debian.org http://www.risc.fr `?._ _.o88888 GPG Public Key : http://pgp.mit.edu:11371/pks/lookup?op=get&search=0x81701D02 From hadad at brturbo.com Tue Sep 17 02:11:47 2002 From: hadad at brturbo.com (Hadad) Date: Tue, 17 Sep 2002 03:11:47 -0300 Subject: [rt-users] Receiving email notification Message-ID: <4228201671.20020917031147@brturbo.com> Is possible that queue admin receive always a notification when a new ticket is created ? -- Hadad mailto:hadad at brturbo.com From mikael.masson at risc.fr Tue Sep 17 02:37:37 2002 From: mikael.masson at risc.fr (Mikael MASSON) Date: Tue, 17 Sep 2002 08:37:37 +0200 Subject: [rt-users] Receiving email notification In-Reply-To: <4228201671.20020917031147@brturbo.com> References: <4228201671.20020917031147@brturbo.com> Message-ID: <20020917083737.1b3e5386.mikael.masson@risc.fr> Yes of course ! You use Scrips : Configuration -> Global -> Scrips : Condition : OnCreate - Action : NotifiyAllWatchers ( Or NotifyAdminCcs ) - Template : Transaction ( you can also define a template for this action...). Mike On Tue, 17 Sep 2002 03:11:47 -0300 Hadad wrote: > > Is possible that queue admin receive always a notification when a new > ticket is created ? > -- > 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 -- ,o888b,`?88888 Mikael MASSON ,8888 888 ?888 RISC Technology, France 8888888P' 888 ~~~~~~~~~~~~~~~~~~ \\ Little Debian Dragon \\ 888P' 888 Recherche & D?veloppement `88 O d888 http://www.debian.org http://www.risc.fr `?._ _.o88888 GPG Public Key : http://pgp.mit.edu:11371/pks/lookup?op=get&search=0x81701D02 From gimperiali at indigosw.com Tue Sep 17 04:41:22 2002 From: gimperiali at indigosw.com (Giorgio Imperiali) Date: Tue, 17 Sep 2002 10:41:22 +0200 Subject: [rt-users] rt installation - Apache::cookie not installed References: Message-ID: <3D86EAB2.5030708@indigosw.com> Bruce Campbell wrote: >On Tue, 27 Aug 2002, Giorgio Imperiali wrote: > >>I have some probems when tying to install rt, when I execute testdeps, I >>have : Apache::Cookie not installed >>Does anyone know where I can find a place where to download this module >>or it is because my mod_perl is not correctly installed? >>All comments are welcome, >> > >The following should be in the README (Jesse?): > > When 'make testdeps' indicates that a module is not installed in > your environment, you will need to install the requisite modules > before continuing. The easiest method of doing this is to use > CPAN to install it for you. As root, start CPAN by: > > # perl -MCPAN -e shell > > If this is your first time using CPAN, it will ask you a whole > variety of questions. Most of these are fairly self-explanatory, > but if you get stuck, refer to http://www.cpan.org/ for a guide. > > Once at the cpan prompt ('cpan>'), simply request the installation > of the requisite module, eg: > > cpan> install Apache::Cookie > > As you delve deeper into RT, a lot of questions will be answered > with 'cpan> some_arcane_commands'. If you don't understand what > a CPAN command does, be sure to read up on it at the CPAN site > referenced above. > >Regards, > > Well, even this seems not to work (installing with CPAN), I have tried to install all on another machine and the same problem appears. Does anyone have the this problem ? Thanks in advance. Giorgio From lists at krot.org Tue Sep 17 06:07:11 2002 From: lists at krot.org (Kirill Miazine) Date: Tue, 17 Sep 2002 12:07:11 +0200 Subject: [rt-users] exim router and transport Message-ID: <20020917100711.GY12225@fugu> Hi list, I'm posting my RT router and transport that handles RT tickets. Adding two new aliases each time a new queue is created is not neccessary with this configuration. I use a file to help Exim decide whether the queue exists: hostmaster: noc noc: noc support: general info: general helo: general contact: general The file does really contain a "local part -> queue" mapping. Mails to hostmaster at example.com go to the "noc" queue and so do noc at example.com mails. I the configuration can very easily be changed to check the RT database to see if the queue exists. Here're the relevant parts of the config: # Main section # RT RT_QUEUES = /etc/exim/rt_queues domainlist rt_domains = krot.org # Router rt_router: driver = accept domains = +rt_domains local_parts = lsearch;RT_QUEUES local_part_suffix = -comment local_part_suffix_optional transport = rt_transport # Transport rt_transport: driver = pipe command = /local/bin/rt-mailgate \ --queue "${lookup {$local_part} lsearch {RT_QUEUES}}" \ --action "${if eq {$local_part_suffix}{-comment} {comment} {correspond}}" return_path_add envelope_to_add delivery_date_add # transport_filter = /usr/bin/spamc temp_errors = 1 : 73: 75 : 111 log_output # log_fail_output return_fail_output message_prefix = message_suffix = user = nobody group = rt My rt_transport also lets SpamAssassin to check/tag the message. If the message gets too high spam score, my modified rt-mailgate just ignores the message. Just uncomment transport_filter to enable spam checking. This config is for Exim 4. -- Kirill From dmmooney at earthlink.net Tue Sep 17 07:53:55 2002 From: dmmooney at earthlink.net (Drew Mooney) Date: Tue, 17 Sep 2002 06:53:55 -0500 Subject: [rt-users] RT Reports - Time Worked? Message-ID: <3D8717D3.743A8ADB@earthlink.net> RT-2.0.14 My management team would be a bit quicker to embrace RT if I could show them a way to track billable vs. non-billable hours worked by ticket owners. [not just against a particular ticket if you see the distinction] I see that it's possible with the Time Worked field to enter this sort of data into a ticket's history - but I'm not clear on how to generate reports on it. Specific questions: 1. I assume only a ticket owner can peg the time worked counter? If multiple users work the same ticket, each would in turn have to 'steal' or 'take' ownership of the ticket to report time worked on a particular issue, correct? 2. Is there any way to track these time pegs by user, and not just by total time accumulated per ticket? Unfortunately, we're evaluated by our weekly and monthly 'billability' - percentage of hours in a week we spend supporting billable activities. So while knowing just how many hours to charge a particular customer for support activities is a Good Thing(tm), knowing the distribution of those billable hours amongst the troops would be Much Nicer(tm). 3. I've looked to the 'contrib' pages. There're Reports.html and Weekly.html apparently developed by Jesse Himself? but there's no README with it. Where does this plug in? BTW - if i haven't said so yet, thanks to Jesse & Associates, and all of you guys on users and developers for a software package I'm becoming ever more impressed with...this stuff rocks. Drew M. Mooney Motorola Professional Services From dmmooney at earthlink.net Tue Sep 17 08:15:12 2002 From: dmmooney at earthlink.net (Drew Mooney) Date: Tue, 17 Sep 2002 07:15:12 -0500 Subject: [rt-users] New Install: User creation, System config questions Message-ID: <3D871CD0.6AC69B19@earthlink.net> Funny you should ask Phil... :-) I did just that yesterday after being enlightened on the capabilities of the RT CLI. But I observed an interesting behavior - more Unix than RT related, but it confused the crap out of my users [and me for a moment]. I'm using 'amanda' as a backup utility on our RT box. I had a shell session going as user 'amanda' and did 'su -' to run the cli script. You'd think that would at least make stuff run with the 'root' user environment, wouldn't you? I ran an RT CLI something like this: #!/bin/ksh -x for user in $(< userList) do rt --create --owner=$user <...etc...> sendmail $user at mydomain.com < userNotification.txt done The wierdness? I ran this with the '-x' flag on the shell invocation - and as all the script output flitted by, I noticed that 'sendmail' was being invoked by user 'amanda' - not 'root'. So the From: line in the email all the users received said "Amanda Backup Utility" [the comment I made in the 'amanda' useradd] and of course the message text had absolutely nothing to do with 'amanda'. Just a tad embarrassing - but I quickly sent an update email explaining the fiasco to the users. When I see my inbox at the office this morning I'll have a better idea how well received THAT was... :-) So whattayathink? Best regards, Drew M. Mooney Motorola Professional Services Phil Homewood wrote: Drew Mooney wrote: > The alternatives? Tracking newuser password changes piecemeal, and > maintaining user-related email threads offline from RT. This scheme > would keep everything RT-related on RT. It's _probably_ of limited > utility after the up-front flood of user-creations required by deploying > RT, but still a worthwhile endeavor I think. Why not script something /outside/ RT? Since you're probably going to use the CLI to create users and assign their passwords, why not wrap the RT CLI commands in a script that also sends the details to the user? From hwagener at hamburg.fcb.com Tue Sep 17 14:40:55 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 17 Sep 2002 14:40:55 -0400 Subject: [rt-users] RT Reports - Time Worked? References: <3D8717D3.743A8ADB@earthlink.net> Message-ID: <3D877737.2080207@hamburg.fcb.com> Drew Mooney wrote: >RT-2.0.14 > >My management team would be a bit quicker to embrace RT if I could show >them a way to track billable vs. non-billable hours worked by ticket >owners. [not just against a particular ticket if you see the >distinction] > >I see that it's possible with the Time Worked field to enter this sort >of data into a ticket's history - but I'm not clear on how to generate >reports on it. Specific questions: > >1. I assume only a ticket owner can peg the time worked counter? If >multiple users work the same ticket, each would in turn have to 'steal' >or 'take' ownership of the ticket to report time worked on a particular >issue, correct?? > no. Anyone can change that counter. >2. Is there any way to track these time pegs by user, and not just by >total time accumulated per ticket? Unfortunately, we're evaluated by >our weekly and monthly 'billability' - percentage of hours in a week we >spend supporting billable activities. So while knowing just how many >hours to charge a particular customer for support activities is a Good >Thing(tm), knowing the distribution of those billable hours amongst the >troops would be Much Nicer(tm). > changing the 'time worked' field is a transaction being tracked in the history by user. But it is not easy to use in the matter You want, because 'time worked' is absolute. If You worked on it for 30 minutes, and I for twenty five, I would have to change it to 55 to reflect the time worked correctly, and some script would have to sort things out on a per user basis. >3. I've looked to the 'contrib' pages. There're Reports.html and >Weekly.html apparently developed by Jesse Himself? but there's no README >with it. Where does this plug in? > Just put them into /WebRT/html/. You probably have to tweak some variables. > >BTW - if i haven't said so yet, thanks to Jesse & Associates, and all of >you guys on users and developers for a software package I'm becoming >ever more impressed with...this stuff rocks. > If You really want to show some thankfulness, try to arrange for some money to hire Jesse in Your budget... Regards, Harald -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From kasper37 at netzero.com Tue Sep 17 09:03:41 2002 From: kasper37 at netzero.com (Dan) Date: Tue, 17 Sep 2002 06:03:41 -0700 Subject: [rt-users] new issue.. Message-ID: <039401c25e4a$ad318610$cf01a8c0@apmsafe.com> I finally fixed whatever was happening before...for some reason mod perl wasn't working correctly but that's fixed now. I tried sending a test email to the support email address and got a nasty reply: ----- Transcript of session follows ----- Use of uninitialized value in split at /usr/pkg/lib/perl5/5.6.1/Cwd.pm line 103. Can't locate config.pm in @INC (@INC contains: /usr/local/rt2/etc /usr/local/rt2/lib /usr/pkg/lib/perl5/site_perl/5.6.1/i386-netbsd /us r/pkg/lib/perl5/site_perl/5.6.1 /usr/pkg/lib/perl5/site_perl /usr/pkg/lib/perl5/5.6.1/i386-netbsd /usr/pkg/lib/perl5/5.6.1 .) at /usr/l ocal/rt2/lib/RT/Interface/Email.pm line 107. BEGIN failed--compilation aborted at /usr/local/rt2/lib/RT/Interface/Email.pm line 107. Compilation failed in require at /usr/local/rt2/bin/rt-mailgate line 30. BEGIN failed--compilation aborted at /usr/local/rt2/bin/rt-mailgate line 30. 554 5.3.0 unknown mailer error 2 At least this error looks more interesting than my last one :) Dan From harrison at palisadesys.com Tue Sep 17 09:54:03 2002 From: harrison at palisadesys.com (James L. Harrison) Date: Tue, 17 Sep 2002 08:54:03 -0500 Subject: [rt-users] Question about OnIncomingEmail... Message-ID: Hello, I am using the OnIncomingEmail scrip condition because a lot of the time the requestor calls in, so I create a call for them through the web interface. My problem is that when I correspond with them through the web interface and the respond to that correspondence they get an autoresponse from RT... This is the auto response that I want to use only when a call is created via email. Is their anyway to send the autoresponder only when a call is created via email. Not every time an email is received? Thanks, Jamie --- James L. Harrison harrison at palisadesys.com Technical Support Engineer Palisade Systems 515.296.0701 From jwilliams at olchs.org Tue Sep 17 10:01:13 2002 From: jwilliams at olchs.org (Williams, Jason) Date: Tue, 17 Sep 2002 09:01:13 -0500 Subject: [rt-users] Question about OnIncomingEmail... Message-ID: <488C76BD4A875A4999CFAA719CD331DD304C@exchange.olchs.org> James, this is what I did to the IncomingEmail insert script to solve this problem (http://lists.fsck.com/pipermail/rt-users/2002-July/008995.html): 57,60c57,60 < Name => 'OnIncomingEmail', < Description => 'Matches when the transaction was generated via Email', < ApplicableTransTypes => 'Any', < Argument => '^Date, ^From', --- > Name => 'OnIncomingEmailCreate', > Description => 'Matches when the ticket was created via Email', > ApplicableTransTypes => 'Create', > Argument => '^Received, ^Date, ^From', -----Original Message----- From: James L. Harrison [mailto:harrison at palisadesys.com] Sent: Tuesday, September 17, 2002 8:54 AM To: rt-users at lists.fsck.com Subject: [rt-users] Question about OnIncomingEmail... Hello, I am using the OnIncomingEmail scrip condition because a lot of the time the requestor calls in, so I create a call for them through the web interface. My problem is that when I correspond with them through the web interface and the respond to that correspondence they get an autoresponse from RT... This is the auto response that I want to use only when a call is created via email. Is their anyway to send the autoresponder only when a call is created via email. Not every time an email is received? Thanks, Jamie --- James L. Harrison harrison at palisadesys.com Technical Support Engineer Palisade Systems 515.296.0701 _______________________________________________ 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 Tue Sep 17 11:28:46 2002 From: niranjanalt at yahoo.com (Niranjan Patel) Date: Tue, 17 Sep 2002 08:28:46 -0700 (PDT) Subject: [rt-users] error on Make install Message-ID: <20020917152846.55848.qmail@web12907.mail.yahoo.com> Hello everybody, I am getting the following error while doing a make install . Does anyone have more information on this Thanks, Niranjan ********************************** //homes/woprf/n/niranjan/RT/bin/rt \ //homes/woprf/n/niranjan/RT/bin/rtadmin chgrp engr //homes/woprf/n/niranjan/RT/bin/rt-mailgate \ //homes/woprf/n/niranjan/RT/bin/mason_handler.fcgi \ //homes/woprf/n/niranjan/RT/bin/mason_handler.scgi \ //homes/woprf/n/niranjan/RT/bin/rt \ //homes/woprf/n/niranjan/RT/bin/rtadmin chmod 0755 //homes/woprf/n/niranjan/RT/bin/rt-mailgate \ //homes/woprf/n/niranjan/RT/bin/mason_handler.fcgi \ //homes/woprf/n/niranjan/RT/bin/mason_handler.scgi \ //homes/woprf/n/niranjan/RT/bin/rt \ //homes/woprf/n/niranjan/RT/bin/rtadmin chmod g+s //homes/woprf/n/niranjan/RT/bin/rt-mailgate \ //homes/woprf/n/niranjan/RT/bin/mason_handler.fcgi \ //homes/woprf/n/niranjan/RT/bin/mason_handler.scgi \ //homes/woprf/n/niranjan/RT/bin/rt \ //homes/woprf/n/niranjan/RT/bin/rtadmin # Make the web ui readable by all. chmod -R u+rwX,go-w,go+rX //homes/woprf/n/niranjan/RT/WebRT/html \ //homes/woprf/n/niranjan/RT/local/WebRT/html chown -R niranjan //homes/woprf/n/niranjan/RT/WebRT/html \ //homes/woprf/n/niranjan/RT/local/WebRT/html chgrp -R engr //homes/woprf/n/niranjan/RT/WebRT/html \ //homes/woprf/n/niranjan/RT/local/WebRT/html # Make the web ui's data dir writable chmod 0770 //homes/woprf/n/niranjan/RT/WebRT/data \ //homes/woprf/n/niranjan/RT/WebRT/sessiondata chown -R niranjan //homes/woprf/n/niranjan/RT/WebRT/data \ //homes/woprf/n/niranjan/RT/WebRT/sessiondata chgrp -R engr //homes/woprf/n/niranjan/RT/WebRT/data \ //homes/woprf/n/niranjan/RT/WebRT/sessiondata Congratulations. RT has been upgraded. You should now check-over /homes/woprf/n/niranjan/RT/etc/config.pm for any necessary site customization. Additionally, you should update RT's system database objects by running /homes/woprf/n/niranjan/RT/etc/insertdata where is the version of RT you're upgrading from. /homes/woprf/n/niranjan/Perl/bin/perl -I//homes/woprf/n/niranjan/RT/etc -I//homes/woprf/n/niranjan/RT/lib //homes/woprf/n/niranjan/RT/etc/insertdata Using an array as a reference is deprecated at /homes/woprf/n/niranjan/Perl/lib/perl5/site_perl/5.8.0/Date/Format.pm line 88. Using an array as a reference is deprecated at /homes/woprf/n/niranjan/Perl/lib/perl5/site_perl/5.8.0/Date/Format.pm line 217. Checking for existing system user...not found. This appears to be a new installationCreating system user...done. Can't write to '/homes/woprf/n/niranjan/RT/Logs/rt.log2222': No such file or directory at /homes/woprf/n/niranjan/Perl/lib/perl5/site_perl/5.8.0/Log/Dispatch/File.pm line 69. make: *** [insert] Error 2 __________________________________________________ Do you Yahoo!? Yahoo! News - Today's headlines http://news.yahoo.com From NDajani at exchange.ml.com Tue Sep 17 11:31:44 2002 From: NDajani at exchange.ml.com (Dajani, Nader (TAG.GTS)) Date: Tue, 17 Sep 2002 11:31:44 -0400 Subject: [rt-users] RT Enhancements? Message-ID: <1FFF1BA57EA8D511BE7700306E02EF28D4A754@ehope06.hew.us.ml.com> I recently installed RT on a test server and have instructed people to start using it. I setup a queue where people could submit tickets with enhancements or ideas that they thought would improve some of the functionality. Some of the ideas seem pretty good, and I was wondering if there was a place where I could submit these crazy ideas to some RT developers. I looked around for some information about this, but I couldn't really find anything. Thanks! Nader From dmmooney at earthlink.net Tue Sep 17 13:10:00 2002 From: dmmooney at earthlink.net ( Drew Mooney) Date: Tue, 17 Sep 2002 10:10:00 -0700 Subject: [rt-users] RT Reports - Time Worked? Message-ID: On Tue, 17 Sep 2002 14:40:55 -0400 Harald Wagener wrote: >1. I assume only a ticket owner can peg the time worked counter? If >multiple users work the same ticket, each would in turn have to 'steal' >or 'take' ownership of the ticket to report time worked on a particular >issue, correct?? > no. Anyone can change that counter. DMM. Now That's cool. Just tried this - and it works fine... >2. Is there any way to track these time pegs by user, and not just by >total time accumulated per ticket? > changing the 'time worked' field is a transaction being tracked in the history by user. But it is not easy to use in the matter You want, because 'time worked' is absolute. DMM - here's the rub. Well, I'd say this is a big enough deal that I and at least one colleague will be busy figuring out how to track these times in the days to come. If we come up with anything potentially useful to the general RT public we'll most certainly post it to this list. >3. I've looked to the 'contrib' pages. There're Reports.html and >Weekly.html apparently developed by Jesse Himself? but there's no README >with it. Where does this plug in? > Just put them into /WebRT/html/. You probably have to tweak some variables. DMM. Thanks. I thought that's where they'd go, but it seemed too simple. Doh! :-) > >BTW - if i haven't said so yet, thanks to Jesse & Associates, and all of >you guys on users and developers for a software package I'm becoming >ever more impressed with...this stuff rocks. > If You really want to show some thankfulness, try to arrange for some money to hire Jesse in Your budget... DMM - somehow or other, I would very much like to see Jesse & Associates on our retainer...such matters are beyond my purview at this point, but with a bit of poking and prodding? Who knows? Regards, Harald Likewise, Drew -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From dmmooney at earthlink.net Tue Sep 17 13:31:52 2002 From: dmmooney at earthlink.net ( Drew Mooney) Date: Tue, 17 Sep 2002 10:31:52 -0700 Subject: [rt-users] AutoReply sometimes broken... Message-ID: Folks, In the queue 'Helpdesk' AutoReply is a little broken: ...in the subject line of all future correspondence about this issue. To do so, you may reply to this message. Thank you, ------------------------------------------------------------------------- Note the absence of what _should_ be the value of {$Ticket->QueueObj->CorrespondAddress()} after the 'Thank you,' In the queue 'SysAdmin' AutoReply works fine: ...in the subject line of all future correspondence about this issue. To do so, you may reply to this message. Thank you, sysadmin at professionalservices.ftw.mot.com ------------------------------------------------------------------------- Note the Non-Absence of {$Ticket->QueueObj->CorrespondAddress()} after the 'Thank you'... What gives? Have I mis-configured something? If it's any help, this comes out of rt.log1: [Tue Sep 17 17:20:09 2002] [warning]: Use of uninitialized value in array dereference at /opt/rt/rt2/lib/RT/Action/SendEmail.pm line 94. [Tue Sep 17 17:20:09 2002] [warning]: Use of uninitialized value in array dereference at /opt/rt/rt2/lib/RT/Action/SendEmail.pm line 96. [Tue Sep 17 17:20:09 2002] [warning]: Use of uninitialized value in array dereference at /opt/rt/rt2/lib/RT/Action/SendEmail.pm line 116. [Tue Sep 17 17:20:10 2002] [debug]: RT::Transaction=HASH(0x8a94a4): Committed AutoreplyToRequestors [Tue Sep 17 17:20:10 2002] [info]: Ticket 29 created in queue 'MPS_Helpdesk'. Many thanks, Drew M. Mooney From dmmooney at earthlink.net Tue Sep 17 13:42:55 2002 From: dmmooney at earthlink.net ( Drew Mooney) Date: Tue, 17 Sep 2002 10:42:55 -0700 Subject: [rt-users] Re: AutoReply sometimes broken... Message-ID: Disregard folks - fixed this one myself... When I added this queue, RT said [regarding the fields where you specify correspond and comment addresses] "If left blank, will default to 'helpdesk at some.domain.com'" and "...helpdesk-comment at some.domain.com". So I left them blank. Just goes to show you: everything that CAN be set explicitly SHOULD be set explicitly. On Tue, 17 Sep 2002 10:31:52 -0700 Drew Mooney wrote: Folks, In the queue 'Helpdesk' AutoReply is a little broken: ...in the subject line of all future correspondence about this issue. To do so, you may reply to this message. Thank you, ------------------------------------------------------------------------- Note the absence of what _should_ be the value of {$Ticket->QueueObj->CorrespondAddress()} after the 'Thank you,' In the queue 'SysAdmin' AutoReply works fine: ...in the subject line of all future correspondence about this issue. To do so, you may reply to this message. Thank you, sysadmin at professionalservices.ftw.mot.com ------------------------------------------------------------------------- Note the Non-Absence of {$Ticket->QueueObj->CorrespondAddress()} after the 'Thank you'... What gives? Have I mis-configured something? If it's any help, this comes out of rt.log1: [Tue Sep 17 17:20:09 2002] [warning]: Use of uninitialized value in array dereference at /opt/rt/rt2/lib/RT/Action/SendEmail.pm line 94. [Tue Sep 17 17:20:09 2002] [warning]: Use of uninitialized value in array dereference at /opt/rt/rt2/lib/RT/Action/SendEmail.pm line 96. [Tue Sep 17 17:20:09 2002] [warning]: Use of uninitialized value in array dereference at /opt/rt/rt2/lib/RT/Action/SendEmail.pm line 116. [Tue Sep 17 17:20:10 2002] [debug]: RT::Transaction=HASH(0x8a94a4): Committed AutoreplyToRequestors [Tue Sep 17 17:20:10 2002] [info]: Ticket 29 created in queue 'MPS_Helpdesk'. Many thanks, Drew M. Mooney From chuff at kazootek.com Tue Sep 17 13:50:53 2002 From: chuff at kazootek.com (Chris Huff) Date: Tue, 17 Sep 2002 10:50:53 -0700 Subject: [rt-users] Error on Login / Logout Message-ID: about 5% of the time people login/logout of the our new rt2 system ( rt-2-0-14 on Linux RH7.2) ( which I and my users love, thanks Jesse Vincent and others ) they get a weird error. ############################################################################ ############################## System error error: Bizarre copy of ARRAY in aassign at /usr/lib/perl5/site_perl/5.6.0/Devel/StackTrace.pm line 65. context: ... 302: } else { 303: $result[0] = eval {$self->comp({base_comp=>$request_comp}, $first_comp, @request_args)}; 304: } 305: select STDOUT; 306: die $@ if $@; 307: } 308: }; 309: 310: # Handle errors. ... code stack: /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm:306 ############################################################################ ############################## This also happens randomly inside the application (rare). Has anyone else run across this? We are using HTML-Mason-1.1201. Should I upgrade mason? Im a little gunshy with perlmods. Thanks --CH From chuff at kazootek.com Tue Sep 17 13:56:51 2002 From: chuff at kazootek.com (Chris Huff) Date: Tue, 17 Sep 2002 10:56:51 -0700 Subject: [rt-users] error on Make install Message-ID: I would check your permissions for Can't write to '/homes/woprf/n/niranjan/RT/Logs/rt.log2222': I would also make sure the following perl mod is installed correctly etc... No such file or directory at /homes/woprf/n/niranjan/Perl/lib/perl5/site_perl/5.8.0/Log/Dispatch/File.pm line 69. make: *** [insert] Error 2 --CH -----Original Message----- From: Niranjan Patel [mailto:niranjanalt at yahoo.com] Sent: Tuesday, September 17, 2002 8:29 AM To: rt-users at lists.fsck.com Subject: [rt-users] error on Make install Hello everybody, I am getting the following error while doing a make install . Does anyone have more information on this Thanks, Niranjan ********************************** //homes/woprf/n/niranjan/RT/bin/rt \ //homes/woprf/n/niranjan/RT/bin/rtadmin chgrp engr //homes/woprf/n/niranjan/RT/bin/rt-mailgate \ //homes/woprf/n/niranjan/RT/bin/mason_handler.fcgi \ //homes/woprf/n/niranjan/RT/bin/mason_handler.scgi \ //homes/woprf/n/niranjan/RT/bin/rt \ //homes/woprf/n/niranjan/RT/bin/rtadmin chmod 0755 //homes/woprf/n/niranjan/RT/bin/rt-mailgate \ //homes/woprf/n/niranjan/RT/bin/mason_handler.fcgi \ //homes/woprf/n/niranjan/RT/bin/mason_handler.scgi \ //homes/woprf/n/niranjan/RT/bin/rt \ //homes/woprf/n/niranjan/RT/bin/rtadmin chmod g+s //homes/woprf/n/niranjan/RT/bin/rt-mailgate \ //homes/woprf/n/niranjan/RT/bin/mason_handler.fcgi \ //homes/woprf/n/niranjan/RT/bin/mason_handler.scgi \ //homes/woprf/n/niranjan/RT/bin/rt \ //homes/woprf/n/niranjan/RT/bin/rtadmin # Make the web ui readable by all. chmod -R u+rwX,go-w,go+rX //homes/woprf/n/niranjan/RT/WebRT/html \ //homes/woprf/n/niranjan/RT/local/WebRT/html chown -R niranjan //homes/woprf/n/niranjan/RT/WebRT/html \ //homes/woprf/n/niranjan/RT/local/WebRT/html chgrp -R engr //homes/woprf/n/niranjan/RT/WebRT/html \ //homes/woprf/n/niranjan/RT/local/WebRT/html # Make the web ui's data dir writable chmod 0770 //homes/woprf/n/niranjan/RT/WebRT/data \ //homes/woprf/n/niranjan/RT/WebRT/sessiondata chown -R niranjan //homes/woprf/n/niranjan/RT/WebRT/data \ //homes/woprf/n/niranjan/RT/WebRT/sessiondata chgrp -R engr //homes/woprf/n/niranjan/RT/WebRT/data \ //homes/woprf/n/niranjan/RT/WebRT/sessiondata Congratulations. RT has been upgraded. You should now check-over /homes/woprf/n/niranjan/RT/etc/config.pm for any necessary site customization. Additionally, you should update RT's system database objects by running /homes/woprf/n/niranjan/RT/etc/insertdata where is the version of RT you're upgrading from. /homes/woprf/n/niranjan/Perl/bin/perl -I//homes/woprf/n/niranjan/RT/etc -I//homes/woprf/n/niranjan/RT/lib //homes/woprf/n/niranjan/RT/etc/insertdata Using an array as a reference is deprecated at /homes/woprf/n/niranjan/Perl/lib/perl5/site_perl/5.8.0/Date/Format.pm line 88. Using an array as a reference is deprecated at /homes/woprf/n/niranjan/Perl/lib/perl5/site_perl/5.8.0/Date/Format.pm line 217. Checking for existing system user...not found. This appears to be a new installationCreating system user...done. Can't write to '/homes/woprf/n/niranjan/RT/Logs/rt.log2222': No such file or directory at /homes/woprf/n/niranjan/Perl/lib/perl5/site_perl/5.8.0/Log/Dispatch/File.pm line 69. make: *** [insert] Error 2 __________________________________________________ Do you Yahoo!? Yahoo! News - Today's headlines http://news.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 khera at kcilink.com Tue Sep 17 14:08:19 2002 From: khera at kcilink.com (Vivek Khera) Date: Tue, 17 Sep 2002 14:08:19 -0400 Subject: [rt-users] Error on Login / Logout In-Reply-To: References: Message-ID: <15751.28563.843196.459845@onceler.kciLink.com> I'd recommend updating from Perl 5.6.0 to 5.6.1 or even 5.8.0 (if you have time to validate all your apps against it). 5.6.0 had some fatal flaws in it. 5.6.1 is, IMHO, the minimal version you should be using. Personlly, I'm still running mason 1.05, but the latest versions should be ok. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= 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 niranjanalt at yahoo.com Tue Sep 17 14:16:02 2002 From: niranjanalt at yahoo.com (Niranjan Patel) Date: Tue, 17 Sep 2002 11:16:02 -0700 (PDT) Subject: [rt-users] error on Make install In-Reply-To: Message-ID: <20020917181602.15908.qmail@web12903.mail.yahoo.com> Thanks, All I did is created a blank file in the logs directory rt.log2222 This solved it. Niranjan --- Chris Huff wrote: > > I would check your permissions for > Can't write to > '/homes/woprf/n/niranjan/RT/Logs/rt.log2222': > > I would also make sure the following perl mod is > installed correctly etc... > No such file or directory at > /homes/woprf/n/niranjan/Perl/lib/perl5/site_perl/5.8.0/Log/Dispatch/File.pm > line 69. > make: *** [insert] Error 2 > > > --CH > > -----Original Message----- > From: Niranjan Patel [mailto:niranjanalt at yahoo.com] > Sent: Tuesday, September 17, 2002 8:29 AM > To: rt-users at lists.fsck.com > Subject: [rt-users] error on Make install > > > Hello everybody, > > I am getting the following error while doing a make > install . Does anyone have more information on this > Thanks, > > Niranjan > > > ********************************** > > //homes/woprf/n/niranjan/RT/bin/rt \ > > //homes/woprf/n/niranjan/RT/bin/rtadmin > chgrp engr > //homes/woprf/n/niranjan/RT/bin/rt-mailgate > \ > > //homes/woprf/n/niranjan/RT/bin/mason_handler.fcgi \ > > //homes/woprf/n/niranjan/RT/bin/mason_handler.scgi \ > //homes/woprf/n/niranjan/RT/bin/rt \ > > //homes/woprf/n/niranjan/RT/bin/rtadmin > chmod 0755 > //homes/woprf/n/niranjan/RT/bin/rt-mailgate \ > > //homes/woprf/n/niranjan/RT/bin/mason_handler.fcgi \ > > //homes/woprf/n/niranjan/RT/bin/mason_handler.scgi \ > //homes/woprf/n/niranjan/RT/bin/rt \ > > //homes/woprf/n/niranjan/RT/bin/rtadmin > chmod g+s > //homes/woprf/n/niranjan/RT/bin/rt-mailgate \ > > //homes/woprf/n/niranjan/RT/bin/mason_handler.fcgi \ > > //homes/woprf/n/niranjan/RT/bin/mason_handler.scgi \ > //homes/woprf/n/niranjan/RT/bin/rt \ > > //homes/woprf/n/niranjan/RT/bin/rtadmin > # Make the web ui readable by all. > chmod -R u+rwX,go-w,go+rX > //homes/woprf/n/niranjan/RT/WebRT/html \ > > //homes/woprf/n/niranjan/RT/local/WebRT/html > chown -R niranjan > //homes/woprf/n/niranjan/RT/WebRT/html \ > > //homes/woprf/n/niranjan/RT/local/WebRT/html > chgrp -R engr > //homes/woprf/n/niranjan/RT/WebRT/html > \ > > //homes/woprf/n/niranjan/RT/local/WebRT/html > # Make the web ui's data dir writable > chmod 0770 > //homes/woprf/n/niranjan/RT/WebRT/data > \ > > //homes/woprf/n/niranjan/RT/WebRT/sessiondata > chown -R niranjan > //homes/woprf/n/niranjan/RT/WebRT/data \ > > //homes/woprf/n/niranjan/RT/WebRT/sessiondata > chgrp -R engr > //homes/woprf/n/niranjan/RT/WebRT/data > \ > > //homes/woprf/n/niranjan/RT/WebRT/sessiondata > Congratulations. RT has been upgraded. You should > now > check-over > /homes/woprf/n/niranjan/RT/etc/config.pm for any > necessary site customization. Additionally, > you should update RT's system database objects by > running > /homes/woprf/n/niranjan/RT/etc/insertdata > > where is the version of RT you're > upgrading > from. > /homes/woprf/n/niranjan/Perl/bin/perl > -I//homes/woprf/n/niranjan/RT/etc > -I//homes/woprf/n/niranjan/RT/lib > //homes/woprf/n/niranjan/RT/etc/insertdata > Using an array as a reference is deprecated at > /homes/woprf/n/niranjan/Perl/lib/perl5/site_perl/5.8.0/Date/Format.pm > line 88. > Using an array as a reference is deprecated at > /homes/woprf/n/niranjan/Perl/lib/perl5/site_perl/5.8.0/Date/Format.pm > line 217. > Checking for existing system user...not found. This > appears to be a new installationCreating system > user...done. > Can't write to > '/homes/woprf/n/niranjan/RT/Logs/rt.log2222': No > such > file or directory at > /homes/woprf/n/niranjan/Perl/lib/perl5/site_perl/5.8.0/Log/Dispatch/File.pm > line 69. > make: *** [insert] Error 2 > > > __________________________________________________ > Do you Yahoo!? > Yahoo! News - Today's headlines > http://news.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 > _______________________________________________ > 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!? Yahoo! News - Today's headlines http://news.yahoo.com From cunharn at vodafone.pt Tue Sep 17 14:18:35 2002 From: cunharn at vodafone.pt (=?ISO-8859-1?Q?Rodrigo_Nuno_Bragan=E7a_da_Cunha?=) Date: Tue, 17 Sep 2002 19:18:35 +0100 Subject: [rt-users] Bug in RT-Send-Cc? Message-ID: <3D8771FB.8060002@vodafone.pt> Hi! When I use the "CC" field in a reply/comment, the one that says below: "Sends a carbon-copy of this update to a comma-delimited list of email addresses. Does not change who will receive future updates." The mail is generated with a "RT-Send-CC:" header, witch sendmail obviously will not process. Is this a bug? It would be nice if this feature worked :-) -- Rodrigo From chuff at kazootek.com Tue Sep 17 14:27:06 2002 From: chuff at kazootek.com (Chris Huff) Date: Tue, 17 Sep 2002 11:27:06 -0700 Subject: [rt-users] Error on Login / Logout Message-ID: ok, thanks, that might be a tall order but I'll look into it. Do you think this is something that could cause a total failure in RT2? Should I be taking this error more seriously? --CH -----Original Message----- From: Vivek Khera [mailto:khera at kcilink.com] Sent: Tuesday, September 17, 2002 11:08 AM To: RT Users Subject: Re: [rt-users] Error on Login / Logout I'd recommend updating from Perl 5.6.0 to 5.6.1 or even 5.8.0 (if you have time to validate all your apps against it). 5.6.0 had some fatal flaws in it. 5.6.1 is, IMHO, the minimal version you should be using. Personlly, I'm still running mason 1.05, but the latest versions should be ok. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= 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/ _______________________________________________ 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 KFerguso at chi.navtech.com Tue Sep 17 15:01:57 2002 From: KFerguso at chi.navtech.com (Ferguson, Kevin) Date: Tue, 17 Sep 2002 14:01:57 -0500 Subject: [rt-users] Bug in RT-Send-Cc? Message-ID: <6F532DFDE4E2D6418E739E2494A3696735D8AE@mailman.chi.navtech.com> Rodrigo, This questions had been asked and answered several times this month. See: http://lists.fsck.com/pipermail/rt-users/2002-September/009905.html http://lists.fsck.com/pipermail/rt-users/2002-September/009940.html ttfn, kevin -----Original Message----- From: Rodrigo Nuno Bragan?a da Cunha [mailto:cunharn at vodafone.pt] Sent: Tuesday, September 17, 2002 1:19 PM To: rt-users at lists.fsck.com Subject: [rt-users] Bug in RT-Send-Cc? Hi! When I use the "CC" field in a reply/comment, the one that says below: "Sends a carbon-copy of this update to a comma-delimited list of email addresses. Does not change who will receive future updates." The mail is generated with a "RT-Send-CC:" header, witch sendmail obviously will not process. Is this a bug? It would be nice if this feature worked :-) -- Rodrigo _______________________________________________ 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 kasper37 at netzero.com Tue Sep 17 15:38:23 2002 From: kasper37 at netzero.com (Dan) Date: Tue, 17 Sep 2002 12:38:23 -0700 Subject: [rt-users] queue list not showing up for everyone. Message-ID: <046a01c25e81$cbd45e80$cf01a8c0@apmsafe.com> I logged in as root and set configuration->global->group rights->everyone to allow everyone to CreateTicket, OwnTicket, and ModifySelf but when I log in as one of the users I created there are no queues in the drop down menu next to 'new ticket in'. I do have "Let this user be granted rights" checked. thanks, dan. From KFerguso at chi.navtech.com Tue Sep 17 16:09:09 2002 From: KFerguso at chi.navtech.com (Ferguson, Kevin) Date: Tue, 17 Sep 2002 15:09:09 -0500 Subject: [rt-users] queue list not showing up for everyone. Message-ID: <6F532DFDE4E2D6418E739E2494A3696735D8AF@mailman.chi.navtech.com> Dan, They also need to be able to SeeQueue. ttfn, kevin -----Original Message----- From: Dan [mailto:kasper37 at netzero.com] Sent: Tuesday, September 17, 2002 2:38 PM To: rt-users at lists.fsck.com Subject: [rt-users] queue list not showing up for everyone. I logged in as root and set configuration->global->group rights->everyone to allow everyone to CreateTicket, OwnTicket, and ModifySelf but when I log in as one of the users I created there are no queues in the drop down menu next to 'new ticket in'. I do have "Let this user be granted rights" checked. thanks, dan. _______________________________________________ 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 Tue Sep 17 17:32:00 2002 From: HGororo at chartercom.com (Gororo, Hillary) Date: Tue, 17 Sep 2002 16:32:00 -0500 Subject: [rt-users] RE: No Ticket ID Specified? Message-ID: <4092060A7FC62441998AD28465E707E1074F32CB@STL02MEXC11.corp.chartercom.com> Hi Guys, I am getting this error, "No Ticket ID Specified - comment aliases require a TicketId to work on" when a user clicks on Reply and sends a response to the original requestor. A copy of the message that is sent by rt-correspond at mydomain.com to root at mydomain.com is as follows: Your mail to 'abuse' with the subject [mydomain.com #16606] (22.XXX.198.184)Unauthorized Distribution of Copyrighted Motion Pictures (Reference#: 658131) Is being held until the list moderator can review it for approval. The reason it is being held: Message has implicit destination Either the message will get posted to the list, or you will receive notification of the moderator's decision. Thanks for your help guys Henry "The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from all computers." -------------- next part -------------- An HTML attachment was scrubbed... URL: From pdh at snapgear.com Tue Sep 17 18:44:28 2002 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 18 Sep 2002 08:44:28 +1000 Subject: [rt-users] New Install: User creation, System config questions In-Reply-To: <3D871CD0.6AC69B19@earthlink.net> References: <3D871CD0.6AC69B19@earthlink.net> Message-ID: <20020917224428.GA463@luggage> Drew Mooney wrote: > So the From: line in the email all the users received said "Amanda > Backup Utility" [the comment I made in the 'amanda' useradd] and of > course the message text had absolutely nothing to do with 'amanda'. Just Sendmail uses logname() (or perhaps $LOGNAME) if I recall correctly. Workarounds: 1. Don't log in as generic accounts and send mail 2. use the "-f" arg to sendmail to set the sender address 3. Don't use sendmail. And no, #3 does not mean "use {exim,qmail,postfix}". /bin/mail or any one of many other end-user mail user agents is often a better choice than invoking your MTA in "generate a message" mode. -- 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 Sep 17 18:46:11 2002 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 18 Sep 2002 08:46:11 +1000 Subject: [rt-users] RT Enhancements? In-Reply-To: <1FFF1BA57EA8D511BE7700306E02EF28D4A754@ehope06.hew.us.ml.com> References: <1FFF1BA57EA8D511BE7700306E02EF28D4A754@ehope06.hew.us.ml.com> Message-ID: <20020917224611.GB463@luggage> [lines rewrapped] Dajani, Nader (TAG.GTS) wrote: > I recently installed RT on a test server and have instructed people > to start using it. I setup a queue where people could submit tickets > with enhancements or ideas that they thought would improve > some > of the functionality. Some of the ideas seem pretty good, and I was > wondering if there was a place where I could submit these crazy ideas > to some RT developers. I looked around for some > information about > this, but I couldn't really find anything. Thanks! > > Nader > > rt-devel at lists.fsck.com would be the correct place. -- 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 james at elefire.com Wed Sep 18 07:46:46 2002 From: james at elefire.com (James Maddison) Date: Wed, 18 Sep 2002 11:46:46 -0000 (BST) Subject: [rt-users] emailing multiple users Message-ID: <41886.217.169.31.101.1032349606.squirrel@dona.bm.elefire.com> We have a problem here where two users are set as a queue watcher.. This is there only relationship to any particular ticket.. That they are a queue watcher and the ticket exists in the queue they are watching (as AdminCC). There are scrips to notify AdminCC of OnTransaction etc. Whenever a ticket with the above conditions is met however.. the Queue Watchers receive two identcal copies of the e-mail. Is there a known bug in Rt for duplicate e-mails? If not could someone suggest what may be wrong. James From michael.hobbs at pace.co.uk Wed Sep 18 08:20:54 2002 From: michael.hobbs at pace.co.uk (Mike Hobbs) Date: Wed, 18 Sep 2002 13:20:54 +0100 Subject: [rt-users] Email attachment forwarding problem Message-ID: <3207e5774b.mhobbs@dhcp-132-29.pace.co.uk> It would appear that replying to a request via email with an attachment results in the attachment being stored in RT but not being sent to the requestor. Can anyone suggest a reason? Is there any way to ensure that attachments get forwarded to the requestor (and possibly CCs)? Thanks, Mike -- Mike Hobbs IPTV Technical Support Engineer Tel +44 (0) 1223 518522 Pace Micro Technology, Cambridge, CB5 8PB This email and any attachments hereto are strictly confidential and intended solely for the addressee(s). If you are not an intended addressee please notify the sender by return and delete the message. You must not disclose, forward or copy this email or attachments to any third party without the prior consent of the sender. From rt at netthink.co.uk Wed Sep 18 09:25:13 2002 From: rt at netthink.co.uk (Simon Cozens) Date: Wed, 18 Sep 2002 14:25:13 +0100 Subject: [rt-users] Email attachment forwarding problem In-Reply-To: <3207e5774b.mhobbs@dhcp-132-29.pace.co.uk> References: <3207e5774b.mhobbs@dhcp-132-29.pace.co.uk> Message-ID: <20020918132513.GA6217@netthink.co.uk> Mike Hobbs: > Can anyone suggest a reason? Yes; basically, this is what happens by default. > Is there any way to ensure that > attachments get forwarded to the requestor (and possibly CCs)? In the contrib section, there's a NotifyWithAttachment scrip. -- "Keeping UUCP running is starting to seem a lot like keeping a 130-year-old man who smokes 4 packs a day on life support because he's the last person on Earth who knows how to do the cha-cha, but he won't tell anyone." - Ryan Tucker, in a.s.r From KFerguso at chi.navtech.com Wed Sep 18 10:36:52 2002 From: KFerguso at chi.navtech.com (Ferguson, Kevin) Date: Wed, 18 Sep 2002 09:36:52 -0500 Subject: [rt-users] emailing multiple users Message-ID: <6F532DFDE4E2D6418E739E2494A3696735D8B0@mailman.chi.navtech.com> It sounds like you have two different scrips matching a particular transaction and sending two emails to the watchers. ttfn, kevin -----Original Message----- From: James Maddison [mailto:james at elefire.com] Sent: Wednesday, September 18, 2002 6:47 AM To: RT Subject: [rt-users] emailing multiple users We have a problem here where two users are set as a queue watcher.. This is there only relationship to any particular ticket.. That they are a queue watcher and the ticket exists in the queue they are watching (as AdminCC). There are scrips to notify AdminCC of OnTransaction etc. Whenever a ticket with the above conditions is met however.. the Queue Watchers receive two identcal copies of the e-mail. Is there a known bug in Rt for duplicate e-mails? If not could someone suggest what may be wrong. James _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From khera at kcilink.com Wed Sep 18 10:40:39 2002 From: khera at kcilink.com (Vivek Khera) Date: Wed, 18 Sep 2002 10:40:39 -0400 Subject: [rt-users] Email attachment forwarding problem In-Reply-To: <3207e5774b.mhobbs@dhcp-132-29.pace.co.uk> References: <3207e5774b.mhobbs@dhcp-132-29.pace.co.uk> Message-ID: <15752.36967.130457.551971@onceler.kciLink.com> >>>>> "MH" == Mike Hobbs writes: MH> It would appear that replying to a request via email with an MH> attachment results in the attachment being stored in RT but not MH> being sent to the requestor. IMHO, this is the biggest POLA violation in RT. There is a scrip in the contrib area that does the right thing. I personally think that should be the default... -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= 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 KFerguso at chi.navtech.com Wed Sep 18 10:43:55 2002 From: KFerguso at chi.navtech.com (Ferguson, Kevin) Date: Wed, 18 Sep 2002 09:43:55 -0500 Subject: [rt-users] Email attachment forwarding problem Message-ID: <6F532DFDE4E2D6418E739E2494A3696735D8B1@mailman.chi.navtech.com> You need to install the NotifyWithAttachment add-on available in the contrib directory. Then, you need to change the On Correspond... scrip to use this new action instead of NotifyAllWatchers. ttfn, kevin -----Original Message----- From: Mike Hobbs [mailto:michael.hobbs at pace.co.uk] Sent: Wednesday, September 18, 2002 7:21 AM To: rt-users at lists.fsck.com Subject: [rt-users] Email attachment forwarding problem It would appear that replying to a request via email with an attachment results in the attachment being stored in RT but not being sent to the requestor. Can anyone suggest a reason? Is there any way to ensure that attachments get forwarded to the requestor (and possibly CCs)? Thanks, Mike -- Mike Hobbs IPTV Technical Support Engineer Tel +44 (0) 1223 518522 Pace Micro Technology, Cambridge, CB5 8PB This email and any attachments hereto are strictly confidential and intended solely for the addressee(s). If you are not an intended addressee please notify the sender by return and delete the message. You must not disclose, forward or copy this email or attachments to any third party without the prior consent of the sender. _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From rich+rt at lafferty.ca Wed Sep 18 14:37:42 2002 From: rich+rt at lafferty.ca (Rich Lafferty) Date: Wed, 18 Sep 2002 14:37:42 -0400 Subject: [rt-users] Email attachment forwarding problem In-Reply-To: <15752.36967.130457.551971@onceler.kciLink.com>; from khera@kcilink.com on Wed, Sep 18, 2002 at 10:40:39AM -0400 References: <3207e5774b.mhobbs@dhcp-132-29.pace.co.uk> <15752.36967.130457.551971@onceler.kciLink.com> Message-ID: <20020918143742.B15461@lafferty.ca> On Wed, Sep 18, 2002 at 10:40:39AM -0400, Vivek Khera wrote: > >>>>> "MH" == Mike Hobbs writes: > > MH> It would appear that replying to a request via email with an > MH> attachment results in the attachment being stored in RT but not > MH> being sent to the requestor. > > IMHO, this is the biggest POLA violation in RT. There is a scrip in > the contrib area that does the right thing. I personally think that > should be the default... Augh, no! Our support and bugs queues regularly get mailed 15-20MB logfiles, and there's no way I want a dozen copies of those sitting in my mail queue when they get mailed to the watchers. What *would* be nice is a way to say "Send this particular attachment along" -- maybe only when it comes from the Owner of a ticket. -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 myra at ack.Berkeley.EDU Wed Sep 18 19:46:21 2002 From: myra at ack.Berkeley.EDU (Myra) Date: Wed, 18 Sep 2002 16:46:21 -0700 Subject: [rt-users] RT 2.0.9 transaction contents stored as blobs? Message-ID: <20020918164620.D27193@ack.Berkeley.EDU> Hi everyone, Am I understanding correctly that RT 2.* stores ticket transaction contents in the database as blobs? Thanks, Myra From lists at krot.org Thu Sep 19 05:48:34 2002 From: lists at krot.org (Kirill Miazine) Date: Thu, 19 Sep 2002 11:48:34 +0200 Subject: [rt-users] what to grant to Everyone Message-ID: <20020919094834.GD18074@fugu> Hello, We're about to roll out RT to handle support issues now. Are following ACLs enough to allow everyone to post questions and answer replies that they get back from support staff? Everyone: CreateTicket Requestor: ReplyToTicket Thanks in advance. -- Kirill From ASnare at allshare.nl Thu Sep 19 07:29:25 2002 From: ASnare at allshare.nl (Andrew Snare) Date: Thu, 19 Sep 2002 13:29:25 +0200 Subject: [rt-users] RT2.0.14 keyword select depth Message-ID: <5.1.0.14.0.20020919132916.02090f00@10.1.3.36> Hello All, I'm having a problem with keyword selects in RT 2.0.14, specifically relating to the 'depth' option. In particular, it seems that the option is ignored and that all keyword children are always available, irrespective of the configured depth for the select. This at least seems to be the case on the 'New Ticket' for the queue I've tried this with. Looking under the hood, I can see where the depth options are set and stored in the database, but I can't see where the option is used when generating the list of keywords for a keyword select. What are other people's experience with this? Before I delve into it further, is anyone able to verify whether or not this feature works? Thanks in advance, - Andrew From niranjanalt at yahoo.com Thu Sep 19 09:07:00 2002 From: niranjanalt at yahoo.com (Niranjan Patel) Date: Thu, 19 Sep 2002 06:07:00 -0700 (PDT) Subject: [rt-users] RT Performance Issues Message-ID: <20020919130700.33623.qmail@web12906.mail.yahoo.com> Hello everybody, I have installed RT on sun51 and am in evaluation process. I feel RT takes a little time to load approx 6 sec for any request. Is there any way I can improve the speed of the RT system. Why does it take some time to load even when there is not much data. What happens when we have lots of data in the system. Does everyone get same behaviour. Thanks, Niranjan __________________________________________________ Do you Yahoo!? New DSL Internet Access from SBC & Yahoo! http://sbc.yahoo.com From rich+rt at lafferty.ca Thu Sep 19 10:27:05 2002 From: rich+rt at lafferty.ca (Rich Lafferty) Date: Thu, 19 Sep 2002 10:27:05 -0400 Subject: [rt-users] what to grant to Everyone In-Reply-To: <20020919094834.GD18074@fugu>; from lists@krot.org on Thu, Sep 19, 2002 at 11:48:34AM +0200 References: <20020919094834.GD18074@fugu> Message-ID: <20020919102705.C9698@lafferty.ca> On Thu, Sep 19, 2002 at 11:48:34AM +0200, Kirill Miazine wrote: > Hello, > > We're about to roll out RT to handle support issues now. Are following > ACLs enough to allow everyone to post questions and answer replies that > they get back from support staff? > > Everyone: > CreateTicket > > Requestor: > ReplyToTicket I usually grant CreateTicket, ReplyToTicket, and CommentOnTicket to Everyone. That way, if anyone involved sends from an email address other than the one RT is expecting, things still work. Users get confused by the "Permission Denied" message they receive if they send from an email address other than the one with which they opened the ticket. 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 lists at krot.org Thu Sep 19 11:41:38 2002 From: lists at krot.org (Kirill Miazine) Date: Thu, 19 Sep 2002 17:41:38 +0200 Subject: [rt-users] what to grant to Everyone In-Reply-To: <20020919102705.C9698@lafferty.ca> References: <20020919094834.GD18074@fugu> <20020919102705.C9698@lafferty.ca> Message-ID: <20020919154138.GA1909@fugu> * Rich Lafferty [2002-09-19 10:27]: > > We're about to roll out RT to handle support issues now. Are following > > ACLs enough to allow everyone to post questions and answer replies that > > they get back from support staff? > > > > Everyone: > > CreateTicket > > > > Requestor: > > ReplyToTicket > > I usually grant CreateTicket, ReplyToTicket, and CommentOnTicket to > Everyone. That way, if anyone involved sends from an email address > other than the one RT is expecting, things still work. Users get > confused by the "Permission Denied" message they receive if they send > from an email address other than the one with which they opened the > ticket. That's true, didn't think of that, thanks. -- Kirill From laurent at dms.at Thu Sep 19 11:52:22 2002 From: laurent at dms.at (Laurent Vaills) Date: 19 Sep 2002 17:52:22 +0200 Subject: [rt-users] Problem installing DBIx::SearchBuilder Message-ID: <1032450742.8360.1023.camel@dms4.i3s.unice.fr> Hi to all. I am not sure my problem is relative directly to RT but if someone coud help me... I have a problem with the installation on RT. I did the 'make testdeps' that tells me that DBIx::SearchBuilder was not installed. But I run 'make fixdeps' I got this : Checking for DBIx::SearchBuilder 0.70 ....DBIx::SearchBuilder 0.70 not installed.Installing with CPAN...CPAN: Storable loaded ok Going to read /root/.cpan/Metadata Database was generated on Wed, 18 Sep 2002 16:52:05 GMT DBIx::SearchBuilder is up to date. It seems I have CPAN 1.63 installed on my Redhat 7.2 . (by the way if you know any problems with this disrtibution please warn me.) Regards, Laurent From laurent at dms.at Thu Sep 19 13:07:25 2002 From: laurent at dms.at (Laurent Vaills) Date: 19 Sep 2002 19:07:25 +0200 Subject: [rt-users] Problem installing DBIx::SearchBuilder In-Reply-To: <1032450742.8360.1023.camel@dms4.i3s.unice.fr> References: <1032450742.8360.1023.camel@dms4.i3s.unice.fr> Message-ID: <1032455245.8360.1045.camel@dms4.i3s.unice.fr> mmm...Forget it ! I think I found the problem. Download DBIx-SearchBuiler 0.70 and install if I want to install the devel version of rt ! Sorry . Laurent On Thu, 2002-09-19 at 17:52, Laurent Vaills wrote: > Hi to all. > > I am not sure my problem is relative directly to RT but if someone coud > help me... > > I have a problem with the installation on RT. > I did the 'make testdeps' that tells me that DBIx::SearchBuilder was not > installed. > But I run 'make fixdeps' I got this : > Checking for DBIx::SearchBuilder 0.70 ....DBIx::SearchBuilder 0.70 not > installed.Installing with CPAN...CPAN: Storable loaded ok > Going to read /root/.cpan/Metadata > Database was generated on Wed, 18 Sep 2002 16:52:05 GMT > DBIx::SearchBuilder is up to date. > > It seems I have CPAN 1.63 installed on my Redhat 7.2 . > (by the way if you know any problems with this disrtibution please warn > me.) > > Regards, > Laurent > > > > _______________________________________________ > 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 gundee at rmci.net Thu Sep 19 13:54:22 2002 From: gundee at rmci.net (Ken Gunderson) Date: Thu, 19 Sep 2002 11:54:22 -0600 Subject: [rt-users] rt2, fastcgi, and >1 instance suggestions? Message-ID: <200209191055.39275.gundee@rmci.net> Greets: I would like to configure 2-3 instances of rt as virtual hosts on same web server. Seems like fastcgi is the most attractive option here. anybody have any experience/comments? Should i be looking at multiple instances of apache/ports or using mod_proxy?? Guess I'd basically like to find out more info about multiple instances and the associated advantages/disadvantages of the various solutions from folks doing this in the real world (tm). The box runs FreeBSD, perl 5.005_03, mysql, and apache. Also, archives reference foobarred versions of Mason. FreeBSD port system presently sports 1.13. Is this a safe/recommended version? Please post/cc me directly as I am not subscribed to this list. Thanks bunches. Regards-- kg From dmmooney at earthlink.net Thu Sep 19 16:26:31 2002 From: dmmooney at earthlink.net ( Drew Mooney) Date: Thu, 19 Sep 2002 13:26:31 -0700 Subject: [rt-users] RT Performance Issues Message-ID: I had similar performance problems where RT would hang a bit between page loads. I am running 2.0.14 on a Solaris 2.8 Netra T105. Initial install was with 512MB of RAM, another user on this list advised that the 512M would get chewed up fairly quickly. He was correct. With barely 50 tickets in our system things were getting a bit slow and the system was chewing into swap space quite a bit. I upped the RAM to 1024MB and speed improved quite nicely - except for doing Keyword Selections. Is that database intensive work? If so, it is only db intesive at setup time, or whenever Keywords are utilized? I had this question on the output of 'top': load averages: CPU states: % idle, 0.0% user, % kernel, 0.0% iowait, 0.0% swap load averages: 42 processes: 41 sleeping, 1 on cpu CPU states: 99.8% idle, 0.0% user, 0.2% kernel, 0.0% iowait, 0.0% swap Memory: 1024M real, 511M free, 860M swap in use, 2031M swap free PID USERNAME THR PRI NICE SIZE RES STATE TIME CPU COMMAND 371 root 7 58 0 2392K 984K sleep 0:20 0.0% mibiisa 421 mysql 21 58 0 695M 337M sleep 0:20 0.00% mysqld 249 apache 1 20 0 22M 19M sleep 0:18 0.00% httpd 247 apache 1 58 0 19M 13M sleep 0:12 0.00% httpd 250 apache 1 52 0 19M 14M sleep 0:08 0.00% httpd 253 apache 1 58 0 18M 13M sleep 0:06 0.00% httpd 430 apache 1 58 0 19M 14M sleep 0:04 0.00% httpd 246 apache 1 58 0 19M 15M sleep 0:03 0.00% httpd 432 apache 1 58 0 19M 14M sleep 0:03 0.00% httpd 431 apache 1 51 0 18M 13M sleep 0:02 0.00% httpd 2329 dmooney1 1 59 0 2024K 1184K cpu 0:00 0.00% top 402 root 1 0 0 1136K 112K sleep 0:00 0.00% safe_mysqld 259 root 1 2 0 1752K 168K sleep 0:00 0.00% smcboot 260 root 1 12 0 1752K 80K sleep 0:00 0.00% smcboot 317 root 2 29 0 3200K 960K sleep 0:00 0.00% dmispd What's the deal with the 'safe_mysqld' - I know it's invoked by the mysql init script, but is the process necessary? What does it do? regards, Drew From gundee at rmci.net Thu Sep 19 16:38:27 2002 From: gundee at rmci.net (Ken Gunderson) Date: Thu, 19 Sep 2002 14:38:27 -0600 Subject: [rt-users] RT Performance Issues In-Reply-To: References: Message-ID: <200209191438.27739.gundee@rmci.net> On Thursday 19 September 2002 02:26 pm, Drew Mooney wrote: > I had similar performance problems where RT would hang a bit between > page loads. I am running 2.0.14 on a Solaris 2.8 Netra T105. > > Initial install was with 512MB of RAM, another user on this list > advised that the 512M would get chewed up fairly quickly. He was > correct. With barely 50 tickets in our system things were getting a > bit slow and the system was chewing into swap space quite a bit. > > I upped the RAM to 1024MB and speed improved quite nicely - except > for doing Keyword Selections. Is that database intensive work? If so, > it is only db intesive at setup time, or whenever Keywords are > utilized? > > I had this question on the output of 'top': > > load averages: > CPU states: % idle, 0.0% user, % kernel, 0.0% iowait, 0.0% swap > load averages: > 42 processes: 41 sleeping, 1 on cpu > CPU states: 99.8% idle, 0.0% user, 0.2% kernel, 0.0% iowait, 0.0% > swap Memory: 1024M real, 511M free, 860M swap in use, 2031M swap free > > PID USERNAME THR PRI NICE SIZE RES STATE TIME CPU COMMAND > 371 root 7 58 0 2392K 984K sleep 0:20 0.0% mibiisa > 421 mysql 21 58 0 695M 337M sleep 0:20 0.00% mysqld > 249 apache 1 20 0 22M 19M sleep 0:18 0.00% httpd > 247 apache 1 58 0 19M 13M sleep 0:12 0.00% httpd > 250 apache 1 52 0 19M 14M sleep 0:08 0.00% httpd > 253 apache 1 58 0 18M 13M sleep 0:06 0.00% httpd > 430 apache 1 58 0 19M 14M sleep 0:04 0.00% httpd > 246 apache 1 58 0 19M 15M sleep 0:03 0.00% httpd > 432 apache 1 58 0 19M 14M sleep 0:03 0.00% httpd > 431 apache 1 51 0 18M 13M sleep 0:02 0.00% httpd > 2329 dmooney1 1 59 0 2024K 1184K cpu 0:00 0.00% top > 402 root 1 0 0 1136K 112K sleep 0:00 0.00% > safe_mysqld 259 root 1 2 0 1752K 168K sleep 0:00 > 0.00% smcboot 260 root 1 12 0 1752K 80K sleep 0:00 > 0.00% smcboot 317 root 2 29 0 3200K 960K sleep 0:00 > 0.00% dmispd > > > What's the deal with the 'safe_mysqld' - I know it's invoked by the > mysql init script, but is the process necessary? What does it do? safe_mysqld is a script for starting up mysqld-- also monitors and restarts the daemon if server dies. it's a good thing.... From tcshoaf at thevsp.com Thu Sep 19 16:41:30 2002 From: tcshoaf at thevsp.com (Thomas C. Shoaf) Date: Thu, 19 Sep 2002 16:41:30 -0400 Subject: [rt-users] Installing RT Message-ID: After working through issues with installing the necesssary perl modules, I am not at the point in the installation of RT to make a group called "rt". What does this meaning exactly and how it is done? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ipswitch at apk.net Thu Sep 19 17:10:07 2002 From: ipswitch at apk.net (Stuart Krivis) Date: Thu, 19 Sep 2002 17:10:07 -0400 Subject: [rt-users] RT Performance Issues In-Reply-To: <200209191438.27739.gundee@rmci.net> References: <200209191438.27739.gundee@rmci.net> Message-ID: <20326718.1032455407@[10.1.3.2]> --On Thursday, September 19, 2002 2:38 PM -0600 Ken Gunderson wrote: >> What's the deal with the 'safe_mysqld' - I know it's invoked by the >> mysql init script, but is the process necessary? What does it do? > > safe_mysqld is a script for starting up mysqld-- also monitors and > restarts the daemon if server dies. it's a good thing.... Very definitely. :-) I found that adding more RAM made a huge difference in RT's performance. from top: 5:08pm up 14 days, 9:09, 1 user, load average: 0.00, 0.00, 0.00 62 processes: 60 sleeping, 2 running, 0 zombie, 0 stopped CPU states: 0.5% user, 0.3% system, 0.0% nice, 99.0% idle Mem: 903184K av, 890224K used, 12960K free, 0K shrd, 52892K buff Swap: 530136K av, 0K used, 530136K free 278536K cached It was hitting swap pretty hard with 512 MB of RAM and going to 1 GB was a big win. -- Stuart Krivis Hostmaster and Purchasing Manager APK Net, Inc. 216-241-7166 Voice 1621 Euclid Ave., Suite 1230 216-241-7522 FAX Cleveland, OH 44115 From jhittner at vmsinfo.com Thu Sep 19 17:41:51 2002 From: jhittner at vmsinfo.com (Jon Hittner) Date: Thu, 19 Sep 2002 17:41:51 -0400 Subject: [rt-users] Bad query? Message-ID: <200209191741.51511.jhittner@vmsinfo.com> Hi, Im running rt 2.0.9. About once every 2 weeks the system seems to lock up. When I do a show full processlist I see the query that is causing the problem: SELECT DISTINCT main.* FROM Tickets main, Watchers Watchers_1, Watchers Watchers_3, Watchers Watchers_5 LEFT JOIN Users as Users_6 ON Watchers_5.Owner = Users_6.id LEFT JOIN Users as User s_2 ON Watchers_1.Owner = Users_2.id LEFT JOIN Users as Users_4 ON Watchers_3.Owner = Users_4.id WHERE ((Watchers_3.Scope = 'Ticket')) AND ((Watchers_3.Type = 'Requestor')) AND ((Watchers_1.Sc ope = 'Ticket')) AND ((Watchers_1.Type = 'Requestor')) AND ((Watchers_5.Type = 'Requestor')) AND ((Watchers_1.Email LIKE '%bdole%')OR(Users_2.EmailAddress LIKE '%bdole%')OR(Watchers_3.Email LIKE '% bdole at vmsinfo.com%')OR(Users_4.EmailAddress LIKE '%bdole at vmsinfo.com%')OR(Watchers_5.Email LIKE '%bdole at vmsinfo.com%')OR(Users_6.EmailAddress LIKE '%bdole at vmsinfo.com%')) AND ((Watchers_5.Scope = ' Ticket')) AND main.id = Watchers_1.Value AND main.id = Watchers_3.Value AND main.id = Watchers_5.Value ORDER BY main.id ASC LIMIT 49, 50; when I describe the query I see: +------------+--------+------------------+-----------+---------+------------------+-------+---------------------------------------------+ | table | type | possible_keys | key | key_len | ref | rows | Extra | +------------+--------+------------------+-----------+---------+------------------+-------+---------------------------------------------+ | Watchers_1 | range | Watchers1 | Watchers1 | 17 | NULL | 10219 | where used; Using temporary; Using filesort | | main | eq_ref | PRIMARY,Tickets4 | PRIMARY | 4 | Watchers_1.Value | 1 | | | Watchers_3 | ALL | Watchers1 | NULL | NULL | NULL | 10219 | where used; Distinct | | Watchers_5 | ALL | Watchers1 | NULL | NULL | NULL | 10219 | where used; Distinct | | Users_6 | eq_ref | PRIMARY | PRIMARY | 4 | Watchers_5.Owner | 1 | Distinct | | Users_2 | eq_ref | PRIMARY | PRIMARY | 4 | Watchers_1.Owner | 1 | Distinct | | Users_4 | eq_ref | PRIMARY | PRIMARY | 4 | Watchers_3.Owner | 1 | where used; Distinct | +------------+--------+------------------+-----------+---------+------------------+-------+---------------------------------------------+ Can anyone tell me what this is and why it hangs for what seems like forever? Thanks, Jon From medawsonjr at yahoo.com Thu Sep 19 18:12:58 2002 From: medawsonjr at yahoo.com (Mark E. Dawson, Jr.) Date: Thu, 19 Sep 2002 15:12:58 -0700 (PDT) Subject: [rt-users] Bad query? In-Reply-To: <200209191741.51511.jhittner@vmsinfo.com> Message-ID: <20020919221258.77428.qmail@web11206.mail.yahoo.com> > Hi, > Im running rt 2.0.9. About once every 2 weeks > the system seems to lock up. When I do a show full > processlist I see the query that is causing the > problem: I'm more interested in what else showed up in the show full proc listing. Was this the *only* entry, or were there others? I used to have a heck of a problem with MySQL's default locking granularity (which is table-level) with a number of different apps. Readers and writers blocking each other at that coarse a granularity will kill you. Try using InnoDB or BDB tables instead within the database, if you in fact find this to be your issue. Otherwise, migrate to another database like Oracle. __________________________________________________ Do you Yahoo!? New DSL Internet Access from SBC & Yahoo! http://sbc.yahoo.com From jhittner at vmsinfo.com Thu Sep 19 18:25:54 2002 From: jhittner at vmsinfo.com (Jon Hittner) Date: Thu, 19 Sep 2002 18:25:54 -0400 Subject: [rt-users] Bad query? In-Reply-To: <20020919221258.77428.qmail@web11206.mail.yahoo.com> References: <20020919221258.77428.qmail@web11206.mail.yahoo.com> Message-ID: <200209191825.54969.jhittner@vmsinfo.com> There where a few other procs, all small select statements and update statements, and all in a "locked" state. I don't want to have to upgrade to Oracle for a problem that only happens every few weeks. For the most part the system is very fast. If there any way to isolate this query and remove the ability for rt to do perform it? Jon On Thursday 19 September 2002 06:12 pm, Mark E. Dawson, Jr. wrote: > > Hi, > > Im running rt 2.0.9. About once every 2 weeks > > the system seems to lock up. When I do a show full > > processlist I see the query that is causing the > > problem: > > I'm more interested in what else showed up in the > show full proc listing. Was this the *only* entry, > or were there others? > > I used to have a heck of a problem with MySQL's > default locking granularity (which is table-level) > with a number of different apps. Readers and writers > blocking each other at that coarse a granularity > will kill you. > > Try using InnoDB or BDB tables instead within the > database, if you in fact find this to be your issue. > Otherwise, migrate to another database like Oracle. > > __________________________________________________ > Do you Yahoo!? > New DSL Internet Access from SBC & Yahoo! > http://sbc.yahoo.com From mwatson at netspace.net.au Thu Sep 19 18:38:06 2002 From: mwatson at netspace.net.au (Matthew Watson) Date: Fri, 20 Sep 2002 08:38:06 +1000 Subject: [rt-users] Bad query? In-Reply-To: <200209191825.54969.jhittner@vmsinfo.com> Message-ID: I used to get this too, it happens when someone does a search for tickets, limiting on the requestor, thats a slow query, especially since it doesn't seem to be indexable (someone please send me in the index if I'm wrong). And it gets REALLY bad when you try and limit 2 requestors.. I got around that by making it so you cannot limit more than one requestor, not great, but better than bringing the db to a halt. The reason the db is grinding to a halt is due to mysql's default behaviour of table level locking, as was suggested innodb tables should fix this, as should moving to a db that has more advanced locking that mysql :) Mat. > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jon Hittner > Sent: Friday, 20 September 2002 8:26 AM > To: Mark E. Dawson, Jr.; rt-users at lists.fsck.com > Subject: Re: [rt-users] Bad query? > > > There where a few other procs, all small select statements and update > statements, and all in a "locked" state. I don't want to have to > upgrade to > Oracle for a problem that only happens every few weeks. For the > most part > the system is very fast. If there any way to isolate this query > and remove > the ability for rt to do perform it? > > Jon > > On Thursday 19 September 2002 06:12 pm, Mark E. Dawson, Jr. wrote: > > > Hi, > > > Im running rt 2.0.9. About once every 2 weeks > > > the system seems to lock up. When I do a show full > > > processlist I see the query that is causing the > > > problem: > > > > I'm more interested in what else showed up in the > > show full proc listing. Was this the *only* entry, > > or were there others? > > > > I used to have a heck of a problem with MySQL's > > default locking granularity (which is table-level) > > with a number of different apps. Readers and writers > > blocking each other at that coarse a granularity > > will kill you. > > > > Try using InnoDB or BDB tables instead within the > > database, if you in fact find this to be your issue. > > Otherwise, migrate to another database like Oracle. > > > > __________________________________________________ > > Do you Yahoo!? > > New DSL Internet Access from SBC & Yahoo! > > http://sbc.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 > --- > Incoming mail is certified Virus Free. > Checked by AVG anti-virus system (http://www.grisoft.com). > Version: 6.0.389 / Virus Database: 220 - Release Date: 16/09/2002 > --- Outgoing mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.389 / Virus Database: 220 - Release Date: 16/09/2002 From medawsonjr at yahoo.com Thu Sep 19 19:11:44 2002 From: medawsonjr at yahoo.com (Mark E. Dawson, Jr.) Date: Thu, 19 Sep 2002 16:11:44 -0700 (PDT) Subject: [rt-users] Bad query? In-Reply-To: <200209191825.54969.jhittner@vmsinfo.com> Message-ID: <20020919231144.63966.qmail@web11204.mail.yahoo.com> > There where a few other procs, all small select > statements and update > statements, and all in a "locked" state. I don't > want to have to upgrade to > Oracle for a problem that only happens every few > weeks. You don't have to upgrade to Oracle. As I stated before, you can do a dump of the DDL, append the table type of INNODB to the create statements, and thus be able to use tables with row-level locking. This way, you can stay on MySQL. Or, you could go a half-step up and use BDB tables within MySQL, which would give you page-level lock- ing, or something to that effect. Either way, you have options that will keep you on MySQL. Personally, I've just finished demo-ing and testing RT with upper management, and everyone just loves the tool. My plan is to migrate this to pro- duction, but to convert the tables to InnoDB, since we'll have 250+ employees creating, updating, and searching tickets all at once. __________________________________________________ Do you Yahoo!? New DSL Internet Access from SBC & Yahoo! http://sbc.yahoo.com From bmarshal at PIsoftware.com Fri Sep 20 01:08:15 2002 From: bmarshal at PIsoftware.com (Bradley Marshall) Date: Fri, 20 Sep 2002 15:08:15 +1000 Subject: [rt-users] Only allowing valid users to create tickets Message-ID: <20020920050815.GA5279@pisoftware.com> Hi all, I've just installed rt2 after being a rt1 user for ages, and must say its great - there's heaps of good functionality there, and looks like a great upgrade. The Debian package made the install fairly painless. What I want to do is setup a new system that only allows valid users to create tickets, and sends an autoresponse back to everyone else explaining how to create an account. I'll probably stick spamassassin or something similar in front of it to cut down on the spam, so I don't end up replying to spammers. So, the question is how do I go about this? The permissions on the everybody group are fairly obvious in this case, just don't let them create anything, but I can't see how intercept the respond to the user when they get a permission denied. Perhaps another way to get similar functionality would be to somehow filter these unknown users into their own queue, to be dealt with in a different manner. I'm happy to write a scrip for this functionality if it is the best way. Has someone already done something similar to this? Just for completeness, I'm running rt2 2.0.13 (backported package from sarge) under apache 1.3.26 on Debian 3.0, with a postgresql 7.2.1 backend. Thanks, Brad -- +=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-+ |Brad Marshall | Plugged In Software| |Senior Systems Administrator | http://www.pisoftware.com| |mailto:bmarshal at pisoftware.com | GPG Key Id: 47951BD0 / 1024b| +-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=+ Fingerprint: BAE3 4794 E627 2EAF 7EC0 4763 7884 4BE8 4795 1BD0 From bkuhn at fsf.org Thu Sep 19 14:02:25 2002 From: bkuhn at fsf.org (Bradley M. Kuhn) Date: Thu, 19 Sep 2002 14:02:25 -0400 Subject: [rt-users] RT Reports - Time Worked? In-Reply-To: <3D877737.2080207@hamburg.fcb.com> References: <3D8717D3.743A8ADB@earthlink.net> <3D877737.2080207@hamburg.fcb.com> Message-ID: <20020919180225.GO15583@ebb.org> Harald Wagener wrote: > changing the 'time worked' field is a transaction being tracked in the > history by user. But it is not easy to use in the matter You want, > because 'time worked' is absolute. If You worked on it for 30 minutes, > and I for twenty five, I would have to change it to 55 to reflect the > time worked correctly, and some script would have to sort things out on > a per user basis. We had actually been looking at making extensive use of the "Time Worked" field as well. We did encounter this very problem. One thought I had was that the interface could be changed to make updating a bit easier. The user who wanted to increase the time worked by N could type in "+ N" or "Add N". Seems like a bit of a hack but might be useful. Would this seem useful to others? Would it be worth doing a patch for it, or would it work better as a custom site modification? -- bkuhn -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From jhittner at vmsinfo.com Fri Sep 20 10:55:46 2002 From: jhittner at vmsinfo.com (Jon Hittner) Date: Fri, 20 Sep 2002 10:55:46 -0400 Subject: [rt-users] Bad query? In-Reply-To: <20020919231144.63966.qmail@web11204.mail.yahoo.com> References: <20020919231144.63966.qmail@web11204.mail.yahoo.com> Message-ID: <200209201055.46453.jhittner@vmsinfo.com> Thanks very much... I will try converting to INNODB tables. Jon On Thursday 19 September 2002 07:11 pm, Mark E. Dawson, Jr. wrote: > > There where a few other procs, all small select > > statements and update > > statements, and all in a "locked" state. I don't > > want to have to upgrade to > > Oracle for a problem that only happens every few > > weeks. > > You don't have to upgrade to Oracle. As I stated > before, you can do a dump of the DDL, append the > table type of INNODB to the create statements, and > thus be able to use tables with row-level locking. > This way, you can stay on MySQL. > > Or, you could go a half-step up and use BDB tables > within MySQL, which would give you page-level lock- > ing, or something to that effect. > > Either way, you have options that will keep you on > MySQL. Personally, I've just finished demo-ing and > testing RT with upper management, and everyone just > loves the tool. My plan is to migrate this to pro- > duction, but to convert the tables to InnoDB, since > we'll have 250+ employees creating, updating, and > searching tickets all at once. > > __________________________________________________ > Do you Yahoo!? > New DSL Internet Access from SBC & Yahoo! > http://sbc.yahoo.com From wash at wananchi.biz Fri Sep 20 12:17:54 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Fri, 20 Sep 2002 19:17:54 +0300 Subject: [rt-users] File::Spec ?? Message-ID: <20020920161754.GA60018@ns2.wananchi.com> Hello users, After living with this problem for months, I've now decided to ask the gurus for a solution. There are times I've had to reinstall File::Spec because apache complains about the version. The problem is that once in a while this problem rears its ugly face again: wash at ns2 ('tty') ~ 44 -> sudo apachectl startssl [Fri Sep 20 14:20:06 2002] [error] File::Spec version 0.8 required--this is only version 0.6 at /usr/local/lib/perl5/site_perl/5.005/File/Temp.pm line 124. BEGIN failed--compilation aborted at /usr/local/lib/perl5/site_perl/5.005/File/Temp.pm line 124. BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Interface/Web.pm line 404. BEGIN failed--compilation aborted at /opt/rt2/bin/webmux.pl line 77. Syntax error on line 10 of /usr/local/etc/apache/virtuals.conf: File::Spec version 0.8 required--this is only version 0.6 at /usr/local/lib/perl5/site_perl/5.005/File/Temp.pm line 124. BEGIN failed--compilation aborted at /usr/local/lib/perl5/site_perl/5.005/File/Temp.pm line 124. BEGIN failed--compilation aborted at /opt/rt2/lib/RT/Interface/Web.pm line 404. BEGIN failed--compilation aborted at /opt/rt2/bin/webmux.pl line 77. /usr/local/bin/apachectl startssl: httpd could not be started When this happens, I've simply done either of 2 things: 1. perl -MCPAN -e 'install File::Spec', or 2. tar zxvf File-Spec-0.8.2.tar.gz && perl Makefile.PL && make install then apache will start, but that is not the end. This problem always comes back. I need to putit to rest. HOW??? 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 fstanley at netburner.com Fri Sep 20 12:35:54 2002 From: fstanley at netburner.com (Forrest Stanley) Date: Fri, 20 Sep 2002 09:35:54 -0700 Subject: [rt-users] Login problem, has anyone solved? Message-ID: <5.1.0.14.2.20020920091706.00b49470@mail.netburner.com> I notice several other users with this problem, and no one has posted a fix for it. I have installed and configured rt2.0.14 with redhat 7.2. When the login screen comes up, I enter the correct login (root) and password (password) into the login boxes. The problem is, none of these are being passed to the next screen. When I hit go, it comes back to the login, without even a failed or invalid password statement. Earlier this month Gary Oberbrunner solved the problem by changing the args_method in NewMason11ApacheHandler (in /usr/local/rt2/lib/RT/Interface/Web.pm) from 'CGI' to 'mod_perl'. This temporarily solved the problem, and allowed me to login. But when I try to post a new ticket I get this error: error: Can't call cgi_object() unless 'args_method' is set to CGI. context: ... 90: $RT::Mason::r->content_type($type); 91: } 92: 93: sub CGIObject { 94: $m->cgi_object(); 95: } 96: 97: } 98: my ($parser, $interp, $ah); ... code stack: /opt/rt2/bin/webmux.pl:94 /opt/rt2/lib/RT/Interface/Web.pm:401 /opt/rt2/WebRT/html/Ticket/Display.html:59 /opt/rt2/WebRT/html/autohandler:58 This error makes sense, but I am unsure how to fix it. So basically I am either looking for a way to get everything passed through with CGI. Or how to hack the file so mod_perl works. I appreciate the help that this board has given me. :) -Forrest Stanley From autarch at urth.org Fri Sep 20 12:42:56 2002 From: autarch at urth.org (Dave Rolsky) Date: Fri, 20 Sep 2002 11:42:56 -0500 (CDT) Subject: [rt-users] File::Spec ?? In-Reply-To: <20020920161754.GA60018@ns2.wananchi.com> Message-ID: On Fri, 20 Sep 2002, Odhiambo Washington wrote: > 1. perl -MCPAN -e 'install File::Spec', or > 2. tar zxvf File-Spec-0.8.2.tar.gz && perl Makefile.PL && make install Try #2 but do 'make install UNINST=1'. This will remove any older copies floating about in your Perl library directories, which may (or may not) explain your problem. -dave /*================== www.urth.org we await the New Sun ==================*/ From khera at kcilink.com Fri Sep 20 13:26:26 2002 From: khera at kcilink.com (Vivek Khera) Date: Fri, 20 Sep 2002 13:26:26 -0400 Subject: [rt-users] File::Spec ?? In-Reply-To: <20020920161754.GA60018@ns2.wananchi.com> References: <20020920161754.GA60018@ns2.wananchi.com> Message-ID: <15755.23106.540441.794618@onceler.kciLink.com> >>>>> "OW" == Odhiambo Washington writes: OW> When this happens, I've simply done either of 2 things: OW> 1. perl -MCPAN -e 'install File::Spec', or OW> 2. tar zxvf File-Spec-0.8.2.tar.gz && perl Makefile.PL && make install Which are essentially identical. OW> then apache will start, but that is not the end. This problem OW> always comes back. OW> I need to putit to rest. HOW??? Well, keep a notebook of everything you do between the times you have to reinstall File::Spec. Find out which one of those is overwriting it with an older version, then stop doing that. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Vivek Khera, Ph.D. Khera Communications, Inc. Internet: khera at kciLink.com Rockville, MD +1-240-453-8497 AIM: vivekkhera Y!: vivek_khera http://www.khera.org/~vivek/ From lists at krot.org Fri Sep 20 14:30:43 2002 From: lists at krot.org (Kirill Miazine) Date: Fri, 20 Sep 2002 20:30:43 +0200 Subject: [rt-users] Login problem, has anyone solved? In-Reply-To: <5.1.0.14.2.20020920091706.00b49470@mail.netburner.com> References: <5.1.0.14.2.20020920091706.00b49470@mail.netburner.com> Message-ID: <20020920183043.GB3780@fugu> * Forrest Stanley [2002-09-20 09:35]: > I notice several other users with this problem, and no one has posted a fix > for it. I have installed and configured rt2.0.14 with redhat 7.2. When the > login screen comes up, I enter the correct login (root) and password > (password) into the login boxes. The problem is, none of these are being > passed to the next screen. When I hit go, it comes back to the login, > without even a failed or invalid password statement. Earlier this month > Gary Oberbrunner solved the problem by changing the args_method in > NewMason11ApacheHandler (in /usr/local/rt2/lib/RT/Interface/Web.pm) from > 'CGI' to 'mod_perl'. This temporarily solved the problem, and allowed me to Hm. I didn't know about Gary Oberbrunner's solution, but I solved it in exactly the same way :) > login. But when I try to post a new ticket I get this error: > > error: Can't call cgi_object() unless 'args_method' is set to CGI. > > context: ... > 90: $RT::Mason::r->content_type($type); > 91: } > 92: > 93: sub CGIObject { > 94: $m->cgi_object(); > 95: } > 96: > 97: } > 98: my ($parser, $interp, $ah); > ... > > code stack: /opt/rt2/bin/webmux.pl:94 > /opt/rt2/lib/RT/Interface/Web.pm:401 > /opt/rt2/WebRT/html/Ticket/Display.html:59 > /opt/rt2/WebRT/html/autohandler:58 > > This error makes sense, but I am unsure how to fix it. So basically I am > either looking for a way to get everything passed through with CGI. Or how > to hack the file so mod_perl works. I appreciate the help that this board > has given me. :) I have commented out code in RT/Interface/RT.pm starting with (and including) "my $cgi_object = CGIObject()" and the if-block following it until (but not including) "$Message->make_singlepart()". I also removed all file-upload fields from HTML, so that users don't know about their existance. -- Kirill From dmmooney at earthlink.net Fri Sep 20 15:52:22 2002 From: dmmooney at earthlink.net ( Drew Mooney) Date: Fri, 20 Sep 2002 12:52:22 -0700 Subject: [rt-users] RT Reports - Time Worked? Message-ID: Harald Wagener wrote: > changing the 'time worked' field is a transaction being tracked in the > history by user. But it is not easy to use in the matter You want, > because 'time worked' is absolute. If You worked on it for 30 minutes, > and I for twenty five, I would have to change it to 55 to reflect the > time worked correctly, and some script would have to sort things out on > a per user basis. Bradley Kuhn added: We had actually been looking at making extensive use of the "Time Worked" field as well. We did encounter this very problem. One thought I had was that the interface could be changed to make updating a bit easier. The user who wanted to increase the time worked by N could type in "+ N" or "Add N". Seems like a bit of a hack but might be useful. Would this seem useful to others? Would it be worth doing a patch for it, or would it work better as a custom site modification? -- bkuhn Then Drew Mooney mused as follows: We're still mulling over this one. I'm curious about the built-in ticket linking / dependencies / merging features of RT as a solution to this. I haven't tried it yet, but is RT out-of-the-box-smart-enough to add up the time worked fields of two merged tickets? If so [or if this wouldn't be terribly difficult to hack in] then I'm thinking it might be best to create linked tickets either dependent on or dependents of the master ticket [need to give the logic of this some thought] for every user assigned to a particular task. Each user then tracks his own time against a particular task; and can submit individual 'time-worked' reports each week, and/or when the master ticket is resolved or closed for any other reason. At this time we would merge all of the linked sub-tickets into the master, and [hopefully] end up with a compreshensive history of both activity and time-worked pegs. Thoughts? Drew M. Mooney Motorola Professional Services From KFerguso at chi.navtech.com Fri Sep 20 16:19:14 2002 From: KFerguso at chi.navtech.com (Ferguson, Kevin) Date: Fri, 20 Sep 2002 15:19:14 -0500 Subject: [rt-users] RT Reports - Time Worked? Message-ID: <6F532DFDE4E2D6418E739E2494A3696735D8B9@mailman.chi.navtech.com> ... > > Then Drew Mooney mused as follows: > > We're still mulling over this one. I'm curious about the > built-in ticket > linking / dependencies / merging features of RT as a solution > to this. I > haven't tried it yet, but is RT out-of-the-box-smart-enough > to add up the time > worked fields of two merged tickets? Sorry to say, it is not. Any entry into Time Worked stays with the original ticket record and, when that ticket is merged into another, the time does not get rolled up into the destination record. ttfn, kevin From mgrubb at fifthvision.net Fri Sep 20 17:39:06 2002 From: mgrubb at fifthvision.net (Michael Grubb) Date: Fri, 20 Sep 2002 16:39:06 -0500 Subject: [rt-users] StockAnswers Message-ID: <20020920163906.4fdb3667.mgrubb@fifthvision.net> Jesse, Attached is the latest revision of the StockAnswers RT addon. There are currently two tarballs on the contrib download site at fsck.com The original StockAnswers code (RT-StockAnswers-0.2.tar.gz) and the new code that should be used going forward (StockAnswers-1.0pre0.tar.gz) (and the accompanying README). I would appreciate it if you could do one of two things, either remove the 1.0pre0 tarball & readme and replace it with the one that is attached to this message, or remove the old tarball & readme and replace it with a pointer(Text file with link) to my fifthvision.net site. Where the latest version of stockanswers will always be kept. I would also like to apologize to you and the list for being so long on this, and for putting a release that was half-assed out the door. I thought I had tested my tarball but evidently not. However, I HAVE tested this one and know it to work with my install. I welcome any and all feedback. Thanks to everyone for their patience and understanding. Michael Grubb -------------- next part -------------- A non-text attachment was scrubbed... Name: StockAnswers-1.0pre3.tar.gz Type: application/octet-stream Size: 15717 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From dmmooney at earthlink.net Fri Sep 20 17:53:19 2002 From: dmmooney at earthlink.net ( Drew Mooney) Date: Fri, 20 Sep 2002 14:53:19 -0700 Subject: [rt-users] RT Reports - Time Worked? Message-ID: Yeah. Minutes after I posted that I played with it a bit and found out the truth. Shouldn't be too difficult to hack it up into something useful though. I wonder if the boys on the development side are cooking up anything like this for the RT-3.x plugins... :-) Have a nice weekend, Drew On Fri, 20 Sep 2002 15:19:14 -0500 "Ferguson, Kevin" wrote: ... > > Then Drew Mooney mused as follows: > > We're still mulling over this one. I'm curious about the > built-in ticket > linking / dependencies / merging features of RT as a solution > to this. I > haven't tried it yet, but is RT out-of-the-box-smart-enough > to add up the time > worked fields of two merged tickets? Sorry to say, it is not. Any entry into Time Worked stays with the original ticket record and, when that ticket is merged into another, the time does not get rolled up into the destination record. ttfn, kevin From graham.mainwaring at etrials.com Fri Sep 20 19:00:31 2002 From: graham.mainwaring at etrials.com (Graham Mainwaring) Date: Fri, 20 Sep 2002 19:00:31 -0400 Subject: [rt-users] New RT user Message-ID: <41A1CBC76FDECC42B67946519C6677A90DB4C7@pippin.int.etrials.com> Hi, I just wanted to introduce myself as a new RT user. I am looking at using RT for tracking support requests within my company's IT department. I got through the install process alive, and it's a great product - there's a lot of functionality here. I have several questions that have come up: 1. I expect users to send messages to several people within their department, and CC: the RT queue's correspondence address. This is fine and I want to use the ParseNewMessageForTicketCCs feature. However, if another user does a 'Reply to All' to the original message (the one that first created the ticket), the RT queue address will be one of the recipients - but the original message does not have a recognizable subject header. So the reply will create a new, unwanted ticket. Any suggestions how to avoid this? I have vague ideas about setting a rule that no message with "Re:" as the start of the subject can create a new ticket, but that doesn't seem like a very good solution. 2. This system is going to be strictly for internal use. Customers will not be sending messages into the system or receiving messages out of the system. Customers will talk to our project management group, who are effectively the 'customers' from RT's point of view. So I never want to receive or generate an e-mail to an outside address. In order to avoid having external CC: recipients added as watchers, I have added the following rule to IsRTAddress: return(1) if (!($address =~ /etrials.com$/i)); This ought to prevent anything that isn't an etrials.com address from being added. However, I would be happier if I could find a more global way of enforcing this. I'm using Sendmail so I suppose I could work up a ruleset to deny all outbound mail going outside etrials.com, but I hate messing with Sendmail configuration. Is there a native RT way to do this? 3. On some of our queues we have a one-hour response SLA. All new tickets must be responded to within one hour. In order to make this more likely to happen, I want to send pager messages (e-mails to blahblah at skytel.com) whenever a new item in a queue first becomes 15 minutes old. I expect this will be an external script that gets run from cron, which I'm happy to write, but if there's a better way I'd love to know about it. Any comments or suggestions would be greatly appreciated! -Graham ________________________________________________________ Graham Mainwaring, Director, Information Technologies etrials - the e in clinical research - www.etrials.com (919) 653-2042 voice - (919) 653-2180 fax ________________________________________________________ From gregw-rt-users at greg.cex.ca Fri Sep 20 23:19:47 2002 From: gregw-rt-users at greg.cex.ca (Greg White) Date: Fri, 20 Sep 2002 20:19:47 -0700 Subject: [rt-users] File::Spec ?? In-Reply-To: <20020920161754.GA60018@ns2.wananchi.com>; from wash@wananchi.biz on Fri, Sep 20, 2002 at 07:17:54PM +0300 References: <20020920161754.GA60018@ns2.wananchi.com> Message-ID: <20020920201947.A25778@greg.cex.ca> On Fri Sep 09/20/02, 2002 at 07:17:54PM +0300, Odhiambo Washington wrote: > Hello users, > > After living with this problem for months, I've now decided to ask the gurus > for a solution. > > There are times I've had to reinstall File::Spec because apache complains > about the version. The problem is that once in a while this problem rears > its ugly face again: [massive correct info elided] Let me guess (and I don't think it's a guess, I'm sure I've seen you on the FreeBSD lists) -- you're tracking -STABLE in FreeBSD. ;) Every time you buildworld/installworld, you must reinstall File::Spec -- either FreeBSD has added it, or it's always been part of a standard Perl 5.005_03 install -- been ages since I used that version of Perl in anything but FreeBSD. I simply make it a part of my set procedure for buildworld/installworld. Anytime after the install, but before the reboot, will prevent any downtime for Apache & RT except for the reboot. I find right after mergemaster works best, it's user-interactive as well. -- Greg White From wash at wananchi.biz Sat Sep 21 03:03:06 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Sat, 21 Sep 2002 10:03:06 +0300 Subject: [rt-users] File::Spec ?? In-Reply-To: <20020920201947.A25778@greg.cex.ca> References: <20020920161754.GA60018@ns2.wananchi.com> <20020920201947.A25778@greg.cex.ca> Message-ID: <20020921070306.GR95747@ns2.wananchi.com> * Greg White [20020921 06:20]: wrote: > On Fri Sep 09/20/02, 2002 at 07:17:54PM +0300, Odhiambo Washington wrote: > > Hello users, > > > > After living with this problem for months, I've now decided to ask the gurus > > for a solution. > > > > There are times I've had to reinstall File::Spec because apache complains > > about the version. The problem is that once in a while this problem rears > > its ugly face again: > [massive correct info elided] > > Let me guess (and I don't think it's a guess, I'm sure I've seen you on > the FreeBSD lists) -- you're tracking -STABLE in FreeBSD. ;) > > Every time you buildworld/installworld, you must reinstall File::Spec -- > either FreeBSD has added it, or it's always been part of a standard Perl > 5.005_03 install -- been ages since I used that version of Perl in > anything but FreeBSD. > > I simply make it a part of my set procedure for buildworld/installworld. > Anytime after the install, but before the reboot, will prevent any > downtime for Apache & RT except for the reboot. I find right after > mergemaster works best, it's user-interactive as well. Hello Greg, You are 100% correct in your observations. I'd also thought that it's something to do with FreeBSD updates but wanted to be sure about it. As a matter of fact I've always had to do this whenever I do buildworld. OT: Do you know why the perl in FreeBSD is not being properly updated - the decision behind staying put at ver 5.0.x??? Thanks to all who responded to give me the solution. 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 gundee at rmci.net Sat Sep 21 10:15:20 2002 From: gundee at rmci.net (Ken Gunderson) Date: Sat, 21 Sep 2002 08:15:20 -0600 Subject: [rt-users] File::Spec ?? In-Reply-To: <20020921070306.GR95747@ns2.wananchi.com> References: <20020920161754.GA60018@ns2.wananchi.com> <20020920201947.A25778@greg.cex.ca> <20020921070306.GR95747@ns2.wananchi.com> Message-ID: <200209210815.20794.gundee@rmci.net> On Saturday 21 September 2002 01:03 am, Odhiambo Washington wrote: > * Greg White [20020921 06:20]: wrote: > > On Fri Sep 09/20/02, 2002 at 07:17:54PM +0300, Odhiambo Washington wrote: > > > Hello users, > > > > > > After living with this problem for months, I've now decided to > > > ask the gurus for a solution. > > > > > > There are times I've had to reinstall File::Spec because apache > > > complains about the version. The problem is that once in a while > > > this problem rears its ugly face again: > > > > [massive correct info elided] > > > > Let me guess (and I don't think it's a guess, I'm sure I've seen > > you on the FreeBSD lists) -- you're tracking -STABLE in FreeBSD. ;) > > > > Every time you buildworld/installworld, you must reinstall > > File::Spec -- either FreeBSD has added it, or it's always been part > > of a standard Perl 5.005_03 install -- been ages since I used that > > version of Perl in anything but FreeBSD. > > > > I simply make it a part of my set procedure for > > buildworld/installworld. Anytime after the install, but before the > > reboot, will prevent any downtime for Apache & RT except for the > > reboot. I find right after mergemaster works best, it's > > user-interactive as well. > > Hello Greg, > > You are 100% correct in your observations. I'd also thought that it's > something to do with FreeBSD updates but wanted to be sure about it. > As a matter of fact I've always had to do this whenever I do > buildworld. > > OT: Do you know why the perl in FreeBSD is not being properly updated > - the decision behind staying put at ver 5.0.x??? > > Thanks to all who responded to give me the solution. have you checked out /etc/make.conf-- #NOPERL= true # do not build perl. Disables OpenSSL optimizations i think this would keep build/install world from overwriiting site specific things like file::spec--- not sure about effects on openssl though cuz i haven't tried it yet myself... regards-- kg From barancev at kazbek.ispras.ru Mon Sep 23 06:25:24 2002 From: barancev at kazbek.ispras.ru (Alexei Barantsev) Date: Mon, 23 Sep 2002 14:25:24 +0400 Subject: [rt-users] Login problem, has anyone solved? In-Reply-To: <5.1.0.14.2.20020920091706.00b49470@mail.netburner.com> Message-ID: <000e01c262eb$87a158d0$9535d0c3@flor> There was old patch I sent to this list. See http://lists.fsck.com/pipermail/rt-devel/2002-February/002079.html I think it may not work with newest versions of Mason due to use of $HTML::Mason::ApacheHandler::ARGS_METHOD variable. Now it is not variable but a parameter of HTML::Mason::ApacheHandler and should be accessed as HTML::Mason::ApacheHandler->args_method. Nevertheless, you can try to apply it maybe with some corrections. As for the status of this patch see Jesse Vincent's answer: http://lists.fsck.com/pipermail/rt-devel/2002-February/002087.html Now Mason allows configuring several instances with different args_method, It is not parameter of import but paramener of constructor. So the problem that inspired this pach gone out. Now all parts of my site use Mason with mod_perl handler whereas RT2 uses cgi handler. By the way, if you want to use mod_perl handler with newest versions of Mason you'd better to move arg_method from import to constructor: In webmux.pl: -use HTML::Mason::ApacheHandler (args_method => 'CGI'); +use HTML::Mason::ApacheHandler; In lib/RT/Interface/Web.pm sub NewMason11ApacheHandler: - args_method => 'CGI' + args_method => 'mod_perl' Best regards, -- Alexei Barantsev, ISP RAS E-mail: barancev at kazbek.ispras.ru ICQ : 3959207 > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Forrest Stanley > Sent: Friday, September 20, 2002 8:36 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] Login problem, has anyone solved? > > > I notice several other users with this problem, and no one > has posted a fix > for it. I have installed and configured rt2.0.14 with redhat > 7.2. When the > login screen comes up, I enter the correct login (root) and password > (password) into the login boxes. The problem is, none of > these are being > passed to the next screen. When I hit go, it comes back to the login, > without even a failed or invalid password statement. Earlier > this month > Gary Oberbrunner solved the problem by changing the args_method in > NewMason11ApacheHandler (in > /usr/local/rt2/lib/RT/Interface/Web.pm) from > 'CGI' to 'mod_perl'. This temporarily solved the problem, and > allowed me to > login. But when I try to post a new ticket I get this error: > > error: Can't call cgi_object() unless 'args_method' is set to CGI. > > context: ... > 90: $RT::Mason::r->content_type($type); > 91: } > 92: > 93: sub CGIObject { > 94: $m->cgi_object(); > 95: } > 96: > 97: } > 98: my ($parser, $interp, $ah); > ... > > code stack: /opt/rt2/bin/webmux.pl:94 > /opt/rt2/lib/RT/Interface/Web.pm:401 > /opt/rt2/WebRT/html/Ticket/Display.html:59 > /opt/rt2/WebRT/html/autohandler:58 > > This error makes sense, but I am unsure how to fix it. So > basically I am > either looking for a way to get everything passed through > with CGI. Or how > to hack the file so mod_perl works. I appreciate the help > that this board > has given me. :) > > -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 maniezhilan at naturesoft.net Mon Sep 23 12:38:06 2002 From: maniezhilan at naturesoft.net (maniezhilan) Date: Mon, 23 Sep 2002 22:08:06 +0530 Subject: [rt-users] Replication of AutoReply Message-ID: <3D8F436E.29ABA608@naturesoft.net> Dear All, The following are my Scrips OnResolve NotifyRequestors with template Resolved OnCreate NotifyAllWatchers with template Transaction OnCreate AutoreplyToRequestors with template AutoReply OnCorrespond NotifyOtherRecipients with template Correspondence OnCreate NotifyAdminCcs with template Transaction OnStatus NotifyAllWatchers with template Transaction OnComment NotifyOtherRecipientsAsComment with template Correspondence OnCorrespond NotifyAllWatchersWithAttach with template Correspondence Whereas, when a Requestor send a request, he/she is acknowledged with two Autoreply mails. What must be the problem? can any one help me out... Thanks in Advance.. With Regards, J.Mani Ezhilan From khera at kcilink.com Mon Sep 23 09:52:13 2002 From: khera at kcilink.com (Vivek Khera) Date: Mon, 23 Sep 2002 09:52:13 -0400 Subject: [rt-users] File::Spec ?? In-Reply-To: <20020921070306.GR95747@ns2.wananchi.com> References: <20020920161754.GA60018@ns2.wananchi.com> <20020920201947.A25778@greg.cex.ca> <20020921070306.GR95747@ns2.wananchi.com> Message-ID: <15759.7309.967567.889363@onceler.kciLink.com> >>>>> "OW" == Odhiambo Washington writes: OW> OT: Do you know why the perl in FreeBSD is not being properly updated - OW> the decision behind staying put at ver 5.0.x??? Because the powers that be at FreeBSD land think that perl should be taught to forcibly re-install all of its files when you do an installworld, rather than the normal perlish only-install-if-newer behavior. Apparently the newer perls in the FreeBSD ports collections also have this nasty behavior. What I do after any upgrade involving perl is to run CPAN interactively, update the CPAN itself, then run the "r" command which tells me all outdated modules, then update them (assuming they don't involve upgrading perl versions.) From jp at oppipoika.net Mon Sep 23 09:52:58 2002 From: jp at oppipoika.net (Janne Pirkkanen) Date: Mon, 23 Sep 2002 16:52:58 +0300 Subject: [rt-users] RT-Send-CC field length Message-ID: <1032789178.3d8f1cba3d0b6@ssl.nebula.fi> Hello We have played with RT for about three months now. It is awesome. Our people wants to use copy (RT-Send-CC) -field in Ticket/Update.html to send orders from RT to our suppliers so that they can have all information regarding one request in same place. There is one problem: For some reason RT-Send-CC -field takes only two or three email addresses (regarding of addresses length) and looses rest of them. In many cases we need more addresses to that field, but I can't find the code that causes that behaviour. Have anyone else had this problem? How it could be fixed? Or is it maby in our modifications? Or is it RT:s feature and we have to think about something else? We are using RT 2.0.13/14. Thanks. - Janne P email: jp at oppipoika.net From sheeri.kritzer at tufts.edu Mon Sep 23 10:50:23 2002 From: sheeri.kritzer at tufts.edu (Sheeri Kritzer) Date: Mon, 23 Sep 2002 10:50:23 -0400 Subject: [rt-users] RT-Send-CC field length In-Reply-To: <1032789178.3d8f1cba3d0b6@ssl.nebula.fi> References: <1032789178.3d8f1cba3d0b6@ssl.nebula.fi> Message-ID: <1032792623.3d8f2a2f13d04@webmail.tufts.edu> Dear Janne, I recently had this "problem" too -- it's not actually a problem. When you display the history, the RT-Send-CC is truncated. If you click on "Full Headers" near the top-right hand corner of the history, you'll get to see full headers of the message, including all of your CC's. I don't know why truncation is the default, but it's probably not a problem. -Sheeri Kritzer Systems Administrator University Systems Group Tufts University 617-627-3925 sheeri.kritzer at tufts.edu Quoting Janne Pirkkanen : > Hello > > We have played with RT for about three months now. It is awesome. > > Our people wants to use copy (RT-Send-CC) -field in > Ticket/Update.html to send orders from RT to our suppliers so that > they can have all information regarding one request in same place. > There is one problem: For some reason RT-Send-CC -field takes only > two or three email addresses (regarding of addresses length) and > looses rest of them. In many cases we need more addresses to that > field, but I can't find the code that causes that behaviour. > > Have anyone else had this problem? How it could be fixed? Or is it > maby in our modifications? Or is it RT:s feature and we have to think > about something else? > > We are using RT 2.0.13/14. > > Thanks. > > - Janne P > email: jp at oppipoika.net > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From darren at boston.com Mon Sep 23 11:44:39 2002 From: darren at boston.com (darren chamberlain) Date: Mon, 23 Sep 2002 11:44:39 -0400 Subject: [rt-users] Installing RT In-Reply-To: References: Message-ID: <20020923154438.GC4029@boston.com> * Thomas C. Shoaf [2002-09-19 16:43]: > After working through issues with installing the necesssary perl > modules, I am not at the point in the installation of RT to make a group > called "rt". What does this meaning exactly and how it is done? Have you tried groupadd? # groupadd rt will do it. (darren) PS Nice Message-ID. -- Words are also deeds. -- Wittgenstein From ccxmbn at bath.ac.uk Mon Sep 23 14:53:58 2002 From: ccxmbn at bath.ac.uk (M B Norton) Date: Mon, 23 Sep 2002 19:53:58 +0100 (BST) Subject: [rt-users] Automatic resolve on e-mail In-Reply-To: Message-ID: Thanks for the help, I've been slowly working on this and sure enough the WebUI does something beyond simply calling TicketObj->Resolve. The scrip action succeeds in marking the ticket as resolved but it's then opened again immediately. Looking at the the ticket history I see: RT_System - Status changed from open to resolved RT_System - Status changed from resolved to open Actually setting the "status" field in the relevant mysql entry to "resolved" is enough to resolve the ticket and stop it from showing in the queue. I'm assuming there's something else within RT that needs to be done during that transaction in order to complete it successfully. Does anybody have any idea what that is? I've been trying to work through the perl but it's currently got me beaten. Thanks in advance for any help, Max On Fri, 23 Aug 2002, Bruce Campbell wrote: > On Fri, 23 Aug 2002, Phil Homewood wrote: > > > M B Norton wrote: > > > I'm currently setting up RT and wondered if the following was possible.. > > > when an AdminCC replies I want the ticket to be automatically resolved and > > > removed from the queue. > > > > > > If a scrip is needed to implement this, does anybody have this done > > > already? > > > > This should be fairly trivial... off the top of my head > > (and all untested, take note!) > > > > OnCorrespOut ResolveTicket with template Blank > > Result is still indeterminate if used from the WebUI, as the WebUI also > sets several status variables. > > -- > Bruce Campbell RIPE > Systems/Network Engineer NCC > www.ripe.net - PGP562C8B1B Operations/Security > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From Ralexander at musiciansfriend.com Mon Sep 23 19:48:50 2002 From: Ralexander at musiciansfriend.com (Ron Alexander) Date: Mon, 23 Sep 2002 16:48:50 -0700 Subject: [rt-users] httpd.conf problem. Message-ID: <20020923164850.2e107fde.ralexander@musiciansfriend.com> i have httpd.conf configured as shown in http://fsck.com/rtfm/article.html?id=2#49 to run rt with other content. with this configuration, apache will not start. running 'apachectl start' will cause 'httpd started' to be echoed, but no job is actually started. if i remove the line 'PerlRequire /usr/local/rt2/bin/webmux.pl' and run 'apachectl start' httpd actually starts and I can view all content except the rt material. the error going to log is: [Mon Sep 23 16:54:47 2002] [error] Can't locate RT/Mason.pm in @INC (@INC contains: /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 . /etc/httpd/ /etc/httpd/lib/perl) at (eval 4) line 3. [Mon Sep 23 16:54:47 2002] [error] Undefined subroutine &RT::Mason::handler called. :so if RT::Mason existed i could include it in one of the lib directories above or add it to my @INC. but this doesn't seem to be the case as far as i can tell. This is what the httpd.conf is: Alias /perl /var/www/perl SetHandler perl-script PerlHandler Apache::Registry Options +ExecCGI Alias /rt2 /var/www/html/rt2/WebRT/html #PerlRequire /var/www/html/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason SetHandler perl-script PerlHandler HTML::Mason::ApacheHandler From pdh at snapgear.com Mon Sep 23 20:03:54 2002 From: pdh at snapgear.com (Phil Homewood) Date: Tue, 24 Sep 2002 10:03:54 +1000 Subject: [rt-users] Automatic resolve on e-mail In-Reply-To: References: Message-ID: <20020924000354.GG465@luggage> M B Norton wrote: > I've been slowly working on this and sure enough the WebUI does something > beyond simply calling TicketObj->Resolve. The scrip action succeeds in > marking the ticket as resolved but it's then opened again immediately. > Looking at the the ticket history I see: > > RT_System - Status changed from open to resolved > RT_System - Status changed from resolved to open Replace this line in webrt/Ticket/Update.html DefaultStatus = $Ticket->Status() unless ($DefaultStatus); with something like unless ($DefaultStatus) { $DefaultStatus = $Ticket->Status(); if ($DefaultStatus eq "open" && $Action eq "Respond") { $DefaultStatus= "resolved"; } } which will make the "Status" dropdown on the correspondence page default to "resolved" if the ticket is open. Hack, hack, hack... -- 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 rob at myinternetplace.net Mon Sep 23 23:03:23 2002 From: rob at myinternetplace.net (Rob Walker) Date: 23 Sep 2002 20:03:23 -0700 Subject: [rt-users] question about chart in FAQ. Message-ID: <1032836605.6434.15.camel@tp600x> I just followed the instructions in http://fsck.com/rtfm/article.html?id=5#183 and had some problems. I will present my "solutions" in a response to the article. I say "solutions" because this is what I had to do to be able to get the index to come up, and to get the stats to run. However, even though we closed some tickets today, everything shows up as "0". Statistics 1: How do I install the Cozens Statistics Package? There are several reporting and statistics packages of various type for RT2, all of them contributed. Simon Cozens' is one of these, very simple, with pretty graphs. Get the package from http://users.ox.ac.uk/~simon/stats.tar.gz. There is no web page near this location, just get the file directly by name. Following assumes it is unpacked into /tmp/Statistics. Install libgd-graph-perl libgd-perl, which may also install some dependencies (these packages may be called something similar but different for your Unix; these are the names for Debian Linux distributions) Install Apache::GD::Graph. The only distribution of Linux or BSD I have found to package this is Conectiva. For all other OSs, use CPAN like this: $ perl -MCPAN -e shell cpan> install Apache::GD::Graph Copy the distributed html files to $RT/WebRT/stats: <<< I put them in $RT/WebRT/html/stats, because if I didn't, the bit below about going to http://rt.example.com/stats.html (which I was only able to figure out to be http://rt.example.com/stats/ for the redirect to http://rt.example.com/stats/index.html >>> sudo mkdir stats cd stats/ stats$ sudo cp /tmp/Statistics/*html . Add within virtual server specification (see perldoc Apache:GD:Graph for parameters) SetHandler perl-script SetHandler perl-script PerlHandler +Apache::GD::Graph Make something for /chart to point at: sudo mkdir /WebRT/html/chart sudo touch /WebRT/html/index.html (dummy) Change reference to Oxford University in CallsMultiqueue.html <<< I looked for Oxford a fwe times, but then came up with the idea that I was supposed to be looking for https://rt.oucs.ox.ac.uk/ >>> Change all references in *html of my $url = $RT::WebURL.'/chart?... to my $url = '/chart?... <<< ok, so I had to go to $RT/WebRT/html/stats/ and edit *.html A Makefile would make this a whole lot easier. :-) >>> Point to http://rt.example.com/stats.html, which should then give you a menu from which you can choose the reports. <<< I had to go to http://rt.example.com/stats/ Did I do wrong? >>> After I find that I actually grok what's going on here, I will try to figure out why I am getting a whole bunch of '0' values for my stats. rob From hwagener at hamburg.fcb.com Tue Sep 24 10:22:29 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 24 Sep 2002 10:22:29 -0400 Subject: [rt-users] question about chart in FAQ. References: <1032836605.6434.15.camel@tp600x> Message-ID: <3D907525.3050603@hamburg.fcb.com> Rob Walker wrote: >I just followed the instructions in >http://fsck.com/rtfm/article.html?id=5#183 and had some problems. I >will present my "solutions" in a response to the article. I say >"solutions" because this is what I had to do to be able to get the index >to come up, and to get the stats to run. However, even though we closed >some tickets today, everything shows up as "0". > > > > >Statistics 1: How do I install the Cozens Statistics Package? > > >There are several reporting and statistics packages of various type for >RT2, all of them contributed. Simon Cozens' is one of these, very >simple, with pretty graphs. > >Get the package from http://users.ox.ac.uk/~simon/stats.tar.gz. There is >no web page near this location, just get the file directly by name. >Following assumes it is unpacked into /tmp/Statistics. > > Please note that this is not going to be valid for a long time. Benjamin Boksa and I are working on an improved version of the statistics package which should be available some time soonish. It should include things like Makefile-supported installation and stuff. Don't hold Your breath for an official announcement, though. Regards, Harald -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From grant at pico.apple.com Tue Sep 24 17:54:21 2002 From: grant at pico.apple.com (Grant Miller) Date: Tue, 24 Sep 2002 14:54:21 -0700 Subject: [rt-users] Apache segmentation fault? Message-ID: <20020924215421.GU18016@pico.apple.com> I'm running RT 2.0.14 on a Sun Ultra 2 (Solaris 2.6) with MySQL 3.23.52 and Apache 1.3.19. I'm getting these errors on a frequent basis and I'm wondering if anyone else has run into this. [Tue Sep 24 14:16:41 2002] [notice] child pid 29089 exit signal Segmentation Fault (11) [Tue Sep 24 14:17:48 2002] [notice] child pid 76 exit signal Segmentation Fault (11) [Tue Sep 24 14:17:51 2002] [notice] child pid 28801 exit signal Segmentation Fault (11) [Tue Sep 24 14:17:54 2002] [notice] child pid 24822 exit signal Segmentation Fault (11) [Tue Sep 24 14:18:44 2002] [notice] child pid 26225 exit signal Segmentation Fault (11) [Tue Sep 24 14:43:07 2002] [notice] child pid 91 exit signal Segmentation Fault (11) [Tue Sep 24 14:45:10 2002] [notice] child pid 89 exit signal Segmentation Fault (11) [Tue Sep 24 14:46:25 2002] [notice] child pid 95 exit signal Segmentation Fault (11) [Tue Sep 24 14:46:30 2002] [notice] child pid 29092 exit signal Segmentation Fault (11) [Tue Sep 24 14:46:47 2002] [notice] child pid 801 exit signal Segmentation Fault (11) [Tue Sep 24 14:48:06 2002] [notice] child pid 81 exit signal Segmentation Fault (11) [Tue Sep 24 14:48:08 2002] [notice] child pid 109 exit signal Segmentation Fault (11) Some variables I set in my httpd.conf: Timeout 1200 KeepAlive On MaxKeepAliveRequests 100 KeepAliveTimeout 15 MinSpareServers 5 MaxSpareServers 10 StartServers 5 MaxClients 20 MaxRequestsPerChild 500 Thanks! -- -Grant Miller grant at pico.apple.com Unix Systems Admin, Engineering Computer Services, Apple Computer From josh at email.nu Tue Sep 24 18:06:50 2002 From: josh at email.nu (Josh Rowe) Date: Wed, 25 Sep 2002 08:06:50 +1000 Subject: [rt-users] Apache segmentation fault? In-Reply-To: <20020924215421.GU18016@pico.apple.com> Message-ID: <000801c26416$af2f83a0$0379000a@hcohq4550> I had seg fault problems too, however after I ran RT up on a separate port with it's own apache conf file it worked fine ... http://lists.fsck.com/pipermail/rt-users/2002-August/009698.html Josh -- http://josh.id.au/ > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Grant Miller > Sent: Wednesday, 25 September 2002 7:54 > To: rt-users at lists.fsck.com > Subject: [rt-users] Apache segmentation fault? > > > > > I'm running RT 2.0.14 on a Sun Ultra 2 (Solaris 2.6) with > MySQL 3.23.52 and > Apache 1.3.19. I'm getting these errors on a frequent basis > and I'm wondering > if anyone else has run into this. [snip-snip] From rt at fsckit.net Tue Sep 24 20:12:39 2002 From: rt at fsckit.net (Tabor J. Wells) Date: Tue, 24 Sep 2002 20:12:39 -0400 Subject: [rt-users] Apache segmentation fault? In-Reply-To: <20020924215421.GU18016@pico.apple.com> References: <20020924215421.GU18016@pico.apple.com> Message-ID: <20020925001238.GA17289@fsckit.net> On Tue, Sep 24, 2002 at 02:54:21PM -0700, Grant Miller is thought to have said: > I'm running RT 2.0.14 on a Sun Ultra 2 (Solaris 2.6) with MySQL 3.23.52 and > Apache 1.3.19. I'm getting these errors on a frequent basis and I'm wondering > if anyone else has run into this. > > [Tue Sep 24 14:16:41 2002] [notice] child pid 29089 exit signal Segmentation Fault (11) Apache 1.3.19 has known security issues. These could be attempts to exploit the chunked transfer encoding vulnerability (See: http://www.cert.org/advisories/CA-2002-17.html). Upgrade to 1.3.26. Tabor -- -------------------------------------------------------------------- Tabor J. Wells rt at fsckit.net Fsck It! Just another victim of the ambient morality From rob at myinternetplace.net Wed Sep 25 00:19:23 2002 From: rob at myinternetplace.net (Rob Walker) Date: 24 Sep 2002 21:19:23 -0700 Subject: [rt-users] question about chart in FAQ. In-Reply-To: <3D907525.3050603@hamburg.fcb.com> References: <1032836605.6434.15.camel@tp600x> <3D907525.3050603@hamburg.fcb.com> Message-ID: <1032927563.25410.6.camel@tp600x> On Tue, 2002-09-24 at 07:22, Harald Wagener wrote: > Rob Walker wrote: > > >I just followed the instructions in > >http://fsck.com/rtfm/article.html?id=5#183 and had some problems. I > Please note that this is not going to be valid for a long time. Benjamin > Boksa and I are working on an improved version of the statistics package > which should be available some time soonish. > It should include things like Makefile-supported installation and stuff. > Don't hold Your breath for an official announcement, though. That's cool. Will the Makefile look for previously installed /stats/ stuff? :-) rob From rob at myinternetplace.net Wed Sep 25 00:30:34 2002 From: rob at myinternetplace.net (Rob Walker) Date: 24 Sep 2002 21:30:34 -0700 Subject: [rt-users] looking for a "blank" template Message-ID: <1032928245.25410.19.camel@tp600x> There was a suggestion with the OpenTicket scrip to " This ScripAction will change a "new" ticket's status to "open". Suggested usage: one of OnOwnerChange OpenTicket with template Blank OnTicketPickup OpenTicket with template Blank -- Phil Homewood 20020425 " But I can't find a template called "Blank". Searches have been quite fruitless. rob From pdh at snapgear.com Wed Sep 25 00:37:16 2002 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 25 Sep 2002 14:37:16 +1000 Subject: [rt-users] looking for a "blank" template In-Reply-To: <1032928245.25410.19.camel@tp600x> References: <1032928245.25410.19.camel@tp600x> Message-ID: <20020925043716.GK1024@luggage> Rob Walker wrote: > But I can't find a template called "Blank". Searches have been quite > fruitless. Configuration->Global->Templates->Create a new template Name=>Blank Submit :-) -- 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 rob at myinternetplace.net Wed Sep 25 00:42:42 2002 From: rob at myinternetplace.net (Rob Walker) Date: 24 Sep 2002 21:42:42 -0700 Subject: [rt-users] looking for a "blank" template In-Reply-To: <20020925043716.GK1024@luggage> References: <1032928245.25410.19.camel@tp600x> <20020925043716.GK1024@luggage> Message-ID: <1032928973.25114.23.camel@tp600x> On Tue, 2002-09-24 at 21:37, Phil Homewood wrote: > Rob Walker wrote: > > But I can't find a template called "Blank". Searches have been quite > > fruitless. > > Configuration->Global->Templates->Create a new template > Name=>Blank > Submit Oh, geez, I was grep-ing through source code and everything looking for the other template names, thinking I was going to have to copy one to another, complete with hash index. thanks! rob From michael.hobbs at pace.co.uk Wed Sep 25 05:08:21 2002 From: michael.hobbs at pace.co.uk (Mike Hobbs) Date: Wed, 25 Sep 2002 10:08:21 +0100 Subject: [rt-users] Nice to have... Message-ID: <33406e7b4b.mhobbs@dhcp-132-29.pace.co.uk> I've been thinking it would be nice to have... 1. Automatic addition of incoming request CCs to the CC list for the ticket (with the owner's option of removing them). 2. RT mail commands don't seem to be implemented in RT2 but it would be nice to be able to correspond by email and also set attributes of the ticket by commands within the email. 3. Automatic setting of initial priority based on identifation of the requestor's email address (to give priority to customers with a maintenance contract). Automatic setting of keywords would also be useful. 4. Automatic (intelligent) removal/truncation of email signatures. In these days where people are using ever-increasing amounts of personal info and legal disclaimers in sigs it clutters a ticket history (as does excessive quoting also), so it would be really good to supress it. However, it would not be good to strip all sig info espacially on creation of the ticket. This would need careful implementation. Anyone had the same ideas? Anyone got any implementations of these ideas, or should I start figuring out how to do it myself? TIA, Mike -- Mike Hobbs IPTV Technical Support Engineer Tel +44 (0) 1223 518522 Pace Micro Technology, Cambridge, CB5 8PB From Andreas.Banze at Geodata.de Wed Sep 25 05:12:57 2002 From: Andreas.Banze at Geodata.de (Banze, Andreas) Date: Wed, 25 Sep 2002 11:12:57 +0200 Subject: [rt-users] anybody have a clue how to avoid error messages in Gettext.pm? Message-ID: <1D9A340F01C29341A4C4DEDBED45B61E19059C@srv000000002.geodata.net> I'm using 2-1-35 (yes, I know that it is not suitable for production systems but it works) and those messages are filling up my logs: Use of uninitialized value in length at /usr/lib/perl5/site_perl/5.6.1/Locale/Maketext/Lexicon/Gettext.pm line 110. Use of uninitialized value in length at /usr/lib/perl5/site_perl/5.6.1/Locale/Maketext/Lexicon/Gettext.pm line 110. this happens with rt-mailgate as well as the webserver. Does anybody have a clue what went wrong? CPAN tells me that Gettext is up to date, so where do I have to check it? MfG Andreas Banze -- GEODATA Frank Lorenzoni Rheinstra?e 71 D- 56564 Neuwied Tel. +49/2631/352545, Fax 352546 www.geodata.de / info at geodata.de From hwagener at hamburg.fcb.com Wed Sep 25 11:23:02 2002 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Wed, 25 Sep 2002 11:23:02 -0400 Subject: [rt-users] question about chart in FAQ. References: <1032836605.6434.15.camel@tp600x> <3D907525.3050603@hamburg.fcb.com> <1032927563.25410.6.camel@tp600x> Message-ID: <3D91D4D6.3090502@hamburg.fcb.com> Rob Walker wrote: >On Tue, 2002-09-24 at 07:22, Harald Wagener wrote: > > >>Rob Walker wrote: >> >> >> >>>I just followed the instructions in >>>http://fsck.com/rtfm/article.html?id=5#183 and had some problems. I >>> >>> > > > >>Please note that this is not going to be valid for a long time. Benjamin >>Boksa and I are working on an improved version of the statistics package >>which should be available some time soonish. >>It should include things like Makefile-supported installation and stuff. >>Don't hold Your breath for an official announcement, though. >> >> > >That's cool. Will the Makefile look for previously installed /stats/ >stuff? :-) > > Since ben is working on it right now, and I barely have time to peruse the mailing list, I can't really comment on it. But it would be a useful check .What would be Your preferred method of handling this case? -- Harald Wagener*An der Alster 42*20099 Hamburg*http://www.fcb-wilkens.com From b.boksa at sidebysite.de Wed Sep 25 05:46:15 2002 From: b.boksa at sidebysite.de (Benjamin Boksa) Date: Wed, 25 Sep 2002 11:46:15 +0200 Subject: [rt-users] question about chart in FAQ. In-Reply-To: <3D91D4D6.3090502@hamburg.fcb.com> Message-ID: Hi Rob, Hi List! At the moment the Makefile is just some handy tool to copy the files to the right places during development. I don't think it will support changing any stuff like httpd.conf, or looking for perl-predepencies in the near future. Nevertheless I would like to hear from you and others what functions they would like to have. At the moment my work takes a lot of time so please forgive me if it will take some time to react on your comments. Regards, Benne Am 25.09.2002 17:23 Uhr schrieb "Harald Wagener" unter : > Rob Walker wrote: > >> On Tue, 2002-09-24 at 07:22, Harald Wagener wrote: >> >> >>> Rob Walker wrote: >>> >>> >>> >>>> I just followed the instructions in >>>> http://fsck.com/rtfm/article.html?id=5#183 and had some problems. I >>>> >>>> >> >> >> >>> Please note that this is not going to be valid for a long time. Benjamin >>> Boksa and I are working on an improved version of the statistics package >>> which should be available some time soonish. >>> It should include things like Makefile-supported installation and stuff. >>> Don't hold Your breath for an official announcement, though. >>> >>> >> >> That's cool. Will the Makefile look for previously installed /stats/ >> stuff? :-) >> >> > > Since ben is working on it right now, and I barely have time to peruse > the mailing list, I can't really comment on it. But it would be a useful > check .What would be Your preferred method of handling this case? -- Benjamin Boksa b.boksa at sidebysite.de side by site GmbH & Co. KG Druckgestaltung & Webdesign Barbarastr. 3-9 (Block 6) D-50735 Koeln Fon: +49 221 2790964 Fax: +49 221 2790965 http://www.sidebysite.de/ From autrijus at autrijus.org Wed Sep 25 05:55:09 2002 From: autrijus at autrijus.org (Autrijus Tang) Date: Wed, 25 Sep 2002 17:55:09 +0800 Subject: [rt-users] anybody have a clue how to avoid error messages in Gettext.pm? In-Reply-To: <1D9A340F01C29341A4C4DEDBED45B61E19059C@srv000000002.geodata.net> References: <1D9A340F01C29341A4C4DEDBED45B61E19059C@srv000000002.geodata.net> Message-ID: <20020925095509.GB9874@not.autrijus.org> On Wed, Sep 25, 2002 at 11:12:57AM +0200, Banze, Andreas wrote: > I'm using 2-1-35 (yes, I know that it is not suitable for production systems > but it works) and those messages are filling up my logs: > Use of uninitialized value in length at > /usr/lib/perl5/site_perl/5.6.1/Locale/Maketext/Lexicon/Gettext.pm line 110. > Use of uninitialized value in length at > /usr/lib/perl5/site_perl/5.6.1/Locale/Maketext/Lexicon/Gettext.pm line 110. > this happens with rt-mailgate as well as the webserver. Huh? This should've been fixed by L::M::L 0.09. Otherwise, please download Locale-Maketext-Lexicon-0.091.tar.gz from http://www.autrijus.org/Locale-Maketext-Lexicon-0.091.tar.gz and try installing it. 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 rich+rt at lafferty.ca Wed Sep 25 09:51:23 2002 From: rich+rt at lafferty.ca (Rich Lafferty) Date: Wed, 25 Sep 2002 09:51:23 -0400 Subject: [rt-users] Nice to have... In-Reply-To: <33406e7b4b.mhobbs@dhcp-132-29.pace.co.uk>; from michael.hobbs@pace.co.uk on Wed, Sep 25, 2002 at 10:08:21AM +0100 References: <33406e7b4b.mhobbs@dhcp-132-29.pace.co.uk> Message-ID: <20020925095123.C31650@lafferty.ca> On Wed, Sep 25, 2002 at 10:08:21AM +0100, Mike Hobbs wrote: > I've been thinking it would be nice to have... > > 1. Automatic addition of incoming request CCs to the CC list > for the ticket (with the owner's option of removing them). I'm pretty sure this has come up on the list before, maybe even with a solution. > 2. RT mail commands don't seem to be implemented in RT2 but it > would be nice to be able to correspond by email and also set > attributes of the ticket by commands within the email. enhanced-mailgate: http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/enhanced-mailgate.README http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/enhanced-mailgate > 3. Automatic setting of initial priority based on identifation > of the requestor's email address (to give priority to > customers with a maintenance contract). Automatic setting > of keywords would also be useful. You can probably do that wit the SetPriority ScripAction: http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/ScripActions/SetPriority/ > 4. Automatic (intelligent) removal/truncation of email signatures. RT strips sigs when it quotes originals, but not in the originals themselves. (If you're that tight for space...) -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 jshoberg at attbi.com Wed Sep 25 11:52:22 2002 From: jshoberg at attbi.com (jshoberg at attbi.com) Date: Wed, 25 Sep 2002 15:52:22 +0000 Subject: [rt-users] New Ticket Web Interface Message-ID: <20020925155224.OZZM1160.rwcrmhc52.attbi.com@rwcrwbc58> Perhaps I am missing this in the docs. However, does the RT package support an interface where any person wanting to open a ticket can complete the form in a brower? Are new ticket requests only handled by email? Thanks Jon From ipswitch at apk.net Wed Sep 25 14:49:12 2002 From: ipswitch at apk.net (Stuart Krivis) Date: Wed, 25 Sep 2002 14:49:12 -0400 Subject: [rt-users] New Ticket Web Interface In-Reply-To: <20020925155224.OZZM1160.rwcrmhc52.attbi.com@rwcrwbc58> References: <20020925155224.OZZM1160.rwcrmhc52.attbi.com@rwcrwbc58> Message-ID: <13706671.1032965352@[10.1.3.2]> >From the main "Start" page, there is a button on the upper right that says, "New Ticket in." There is a drop-down box right next to it that lets you select the queue. Just select, click the button, and it brings you to the form to fill in for your new ticket. --On Wednesday, September 25, 2002 3:52 PM +0000 jshoberg at attbi.com wrote: > Perhaps I am missing this in the docs. However, does the > RT package support an interface where any person wanting > to open a ticket can complete the form in a brower? Are > new ticket requests only handled by email? > > Thanks > Jon > _______________________________________________ > 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 -- Stuart Krivis Hostmaster and Purchasing Manager APK Net, Inc. 216-241-7166 Voice 1621 Euclid Ave., Suite 1230 216-241-7522 FAX Cleveland, OH 44115 From KFerguso at chi.navtech.com Wed Sep 25 15:23:16 2002 From: KFerguso at chi.navtech.com (Ferguson, Kevin) Date: Wed, 25 Sep 2002 14:23:16 -0500 Subject: [rt-users] New Ticket Web Interface Message-ID: <6F532DFDE4E2D6418E739E2494A3696735D8BE@mailman.chi.navtech.com> It depends on what you mean by "any person wanting to open a ticket". Any person can open a ticket by email. If they are not an RT user, a user will be created for them automagically. However, for a user to access the WebUI, they must have a login/password. This means that only those users that you have entered and assigned a password to will be able to create a ticket. They must be able to login in order to access the main "Start" page. ttfn, kevin > -----Original Message----- > From: Stuart Krivis [mailto:ipswitch at apk.net] > Sent: Wednesday, September 25, 2002 1:49 PM > To: rt-users at lists.fsck.com > Subject: Re: [rt-users] New Ticket Web Interface > > > > >From the main "Start" page, there is a button on the upper > right that says, > "New Ticket in." There is a drop-down box right next to it > that lets you > select the queue. Just select, click the button, and it > brings you to the > form to fill in for your new ticket. > > > > > --On Wednesday, September 25, 2002 3:52 PM +0000 > jshoberg at attbi.com wrote: > > > Perhaps I am missing this in the docs. However, does the > > RT package support an interface where any person wanting > > to open a ticket can complete the form in a brower? Are > > new ticket requests only handled by email? > > > > Thanks > > Jon > > _______________________________________________ > > 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 -- Stuart Krivis Hostmaster and Purchasing Manager APK Net, Inc. 216-241-7166 Voice 1621 Euclid Ave., Suite 1230 216-241-7522 FAX Cleveland, OH 44115 _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From rich+rt at lafferty.ca Wed Sep 25 17:21:17 2002 From: rich+rt at lafferty.ca (Rich Lafferty) Date: Wed, 25 Sep 2002 17:21:17 -0400 Subject: [rt-users] New Ticket Web Interface In-Reply-To: <6F532DFDE4E2D6418E739E2494A3696735D8BE@mailman.chi.navtech.com>; from KFerguso@chi.navtech.com on Wed, Sep 25, 2002 at 02:23:16PM -0500 References: <6F532DFDE4E2D6418E739E2494A3696735D8BE@mailman.chi.navtech.com> Message-ID: <20020925172117.D31650@lafferty.ca> On Wed, Sep 25, 2002 at 02:23:16PM -0500, Ferguson, Kevin wrote: > > It depends on what you mean by "any person wanting to open a ticket". > > Any person can open a ticket by email. If they are not an RT user, a > user will be created for them automagically. However, for a user to > access the WebUI, they must have a login/password. This means that only > those users that you have entered and assigned a password to will be > able to create a ticket. They must be able to login in order to access > the main "Start" page. It's also pretty straightforward to do this without a password, with a Web form that: * talks to the API to create the ticket OR * calls rt(1) to create the ticket OR * sends mail (or calls rt-mailgate itself). The last one seems most straightforward to me. :-) -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 hadad at brturbo.com Wed Sep 25 18:10:38 2002 From: hadad at brturbo.com (Hadad) Date: Wed, 25 Sep 2002 19:10:38 -0300 Subject: [rt-users] teste aviso 32 Message-ID: <469686518.20020925191038@brturbo.com> Hello rt-users, sdfsdfsdff sd fsd -- Hadad mailto:hadad at brturbo.com From hadad at brturbo.com Wed Sep 25 18:18:18 2002 From: hadad at brturbo.com (Hadad) Date: Wed, 25 Sep 2002 19:18:18 -0300 Subject: [rt-users] teste aviso 32 In-Reply-To: <469686518.20020925191038@brturbo.com> References: <469686518.20020925191038@brturbo.com> Message-ID: <14710146199.20020925191818@brturbo.com> PLEASE SORRY ! This was an accident ! Sorry ! Hadad Wednesday, September 25, 2002, 7:10:38 PM, you wrote: H> Hello rt-users, H> sdfsdfsdff sd fsd H> -- H> Hadad mailto:hadad at brturbo.com H> _______________________________________________ H> rt-users mailing list H> rt-users at lists.fsck.com H> http://lists.fsck.com/mailman/listinfo/rt-users H> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Hadad mailto:hadad at brturbo.com From pdh at snapgear.com Wed Sep 25 19:09:17 2002 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 26 Sep 2002 09:09:17 +1000 Subject: [rt-users] Nice to have... In-Reply-To: <20020925095123.C31650@lafferty.ca> References: <33406e7b4b.mhobbs@dhcp-132-29.pace.co.uk> <20020925095123.C31650@lafferty.ca> Message-ID: <20020925230917.GD464@luggage> Rich Lafferty wrote: > > I've been thinking it would be nice to have... > > > > 1. Automatic addition of incoming request CCs to the CC list > > for the ticket (with the owner's option of removing them). > > I'm pretty sure this has come up on the list before, maybe even with a > solution. Look for $ParseNewMessageForTicketCcs in config.pm. -- 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 hadad at brturbo.com Wed Sep 25 19:18:58 2002 From: hadad at brturbo.com (Hadad) Date: Wed, 25 Sep 2002 20:18:58 -0300 Subject: [rt-users] Return-Path Message-ID: <18113786033.20020925201858@brturbo.com> Hi all! Where I can define the "Return-Path" for the messages sent by RT ? Thanks! -- Hadad mailto:hadad at brturbo.com From hadad at brturbo.com Wed Sep 25 19:21:23 2002 From: hadad at brturbo.com (Hadad) Date: Wed, 25 Sep 2002 20:21:23 -0300 Subject: [rt-users] Enoch Root via RT (???) Message-ID: <14813931242.20020925202123@brturbo.com> Hi all! In messages sent by RT appears: From: "Enoch Root via RT" Where I can edit ""Enoch Root via RT" ???? Thanks again ! -- Hadad mailto:hadad at brturbo.com From cervin at intelenet.net Wed Sep 25 19:40:38 2002 From: cervin at intelenet.net (Chance Ervin) Date: Wed, 25 Sep 2002 16:40:38 -0700 Subject: [rt-users] Deleting Dead Ticket from the Database Message-ID: Does anyone have a script that will work with the current version of RT to removed dead tickets from the rt2 database? I am using an older one just to get rid of info from the Tickets tables, but all the content for dead tickets is still in the DB. Thank you. Chance Ervin From cdevers at boston.com Wed Sep 25 20:30:21 2002 From: cdevers at boston.com (Chris Devers) Date: Wed, 25 Sep 2002 20:30:21 -0400 (EDT) Subject: [rt-users] Enoch Root via RT (???) In-Reply-To: <14813931242.20020925202123@brturbo.com> Message-ID: On Wed, 25 Sep 2002, Hadad wrote: > In messages sent by RT appears: > > From: "Enoch Root via RT" > > Where I can edit ""Enoch Root via RT" ???? http://www.cryptonomicon.com/ or http://www.eruditorum.org/ heh Less kiddingly, our install of RT only does that with activity driven from the command line; tickets managed over the web or by email have non-fictional names. Are you seeing Enoch for all transactions? -- Chris Devers cdevers at boston.com Q: What is the difference between Texas and yogurt? A: Yogurt has culture. From hadad at brturbo.com Wed Sep 25 22:28:29 2002 From: hadad at brturbo.com (Hadad) Date: Wed, 25 Sep 2002 23:28:29 -0300 Subject: [rt-users] Enoch Root via RT (???) In-Reply-To: References: Message-ID: <5525157464.20020925232829@brturbo.com> Hello Chris, Wednesday, September 25, 2002, 9:30:21 PM, you wrote: CD> On Wed, 25 Sep 2002, Hadad wrote: CD> Less kiddingly, our install of RT only does that with activity driven CD> from the command line; tickets managed over the web or by email have CD> non-fictional names. Are you seeing Enoch for all transactions? I not use RT from command line, only by web/mail. But, if "tickets managed over the web or by email have non-fictional names", this "Enoch...." must be in some place.... but I can't find it.... This "Enoch" appears in messages that status was changed. When a new ticket is open, in auto-reply message, Enoch not appears. -- Hadad mailto:hadad at brturbo.com From arclight at jump.net Thu Sep 26 01:19:36 2002 From: arclight at jump.net (Bob Apthorpe) Date: Thu, 26 Sep 2002 00:19:36 -0500 Subject: [rt-users] Enoch Root via RT (???) In-Reply-To: <5525157464.20020925232829@brturbo.com> References: <5525157464.20020925232829@brturbo.com> Message-ID: <02092600193609.06589@soyokaze> On Wednesday 25 September 2002 21:28, you wrote: > Wednesday, September 25, 2002, 9:30:21 PM, you wrote: > CD> On Wed, 25 Sep 2002, Hadad wrote: > > CD> Less kiddingly, our install of RT only does that with activity driven > CD> from the command line; tickets managed over the web or by email have > CD> non-fictional names. Are you seeing Enoch for all transactions? > > I not use RT from command line, only by web/mail. > > But, if "tickets managed over the web or by email have non-fictional > names", this "Enoch...." must be in some place.... but I can't find > it.... ./tools/insertdata Through the miracle of find, xargs, egrep, and old source code: $ find /usr/local/src/rt-2-0-13 -type f -print | xargs egrep "Enoch" /usr/local/src/rt-2-0-13/tools/insertdata: RealName => 'Enoch Root', hth, -- Bob Apthorpe, cynistar.net administration From pdh at snapgear.com Thu Sep 26 01:27:01 2002 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 26 Sep 2002 15:27:01 +1000 Subject: [rt-users] Enoch Root via RT (???) In-Reply-To: <02092600193609.06589@soyokaze> References: <5525157464.20020925232829@brturbo.com> <02092600193609.06589@soyokaze> Message-ID: <20020926052701.GH464@luggage> Bob Apthorpe wrote: > Through the miracle of find, xargs, egrep, and old source code: > > $ find /usr/local/src/rt-2-0-13 -type f -print | xargs egrep "Enoch" > /usr/local/src/rt-2-0-13/tools/insertdata: RealName => 'Enoch > Root', You're looking too deep, guys. Configuration->Users->root->Real Name. -- 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 hadad at brturbo.com Thu Sep 26 02:11:11 2002 From: hadad at brturbo.com (Hadad) Date: Thu, 26 Sep 2002 03:11:11 -0300 Subject: [rt-users] interesting Message-ID: <17838518837.20020926031111@brturbo.com> Yesterday, I sent a mail to vendas at rogerle.com (for the first time in my life) and receive a auto-reply message (they are using RT) inform my email for "login" and an stupid password to access the web interface and see my ticket. Question: this feature is native in RT or not? If not, someone knows how can I do to have something equal ? Thanks! (THANKS to the answers to my last questions!) -- Hadad mailto:hadad at brturbo.com From scoutts.work at btinternet.com Thu Sep 26 06:39:17 2002 From: scoutts.work at btinternet.com (Steven Coutts) Date: Thu, 26 Sep 2002 11:39:17 +0100 Subject: [rt-users] HTML mail missing first line Message-ID: On sending an email to request tracker, if the email is in html format the first line always gets missed off. An example email is shown below, the ticket in rt only show the second line. Anyone know how I can get round this little quirk? Regards >------------------------ X-Mailer: Novell GroupWise Internet Agent 5.5.3.1 Date: Thu, 26 Sep 2002 11:19:17 +0100 From: "Steven Coutts" To: Subject: Test Mime-Version: 1.0 Content-Type: multipart/alternative; boundary="=_2F738D37.BFDEB304" This is a MIME message. If you are reading this text, you may want to consider changing to a mail reader or gateway that understands how to properly handle MIME multipart messages. --=_2F738D37.BFDEB304 Content-Type: text/plain; charset=US-ASCII Just testing does it still chop off the first line? --=_2F738D37.BFDEB304 Content-Type: text/html; charset=ISO-8859-1 Content-Description: HTML
Just testing
 
does it still chop off the first line?
--=_2F738D37.BFDEB304-- --- Outgoing mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.391 / Virus Database: 222 - Release Date: 19/09/2002 From darren at boston.com Thu Sep 26 09:22:39 2002 From: darren at boston.com (darren chamberlain) Date: Thu, 26 Sep 2002 09:22:39 -0400 Subject: [rt-users] Enoch Root via RT (???) In-Reply-To: References: <14813931242.20020925202123@brturbo.com> Message-ID: <20020926132239.GB3710@boston.com> * Chris Devers [2002-09-25 20:33]: > On Wed, 25 Sep 2002, Hadad wrote: > > > In messages sent by RT appears: > > > > From: "Enoch Root via RT" > > > > Where I can edit ""Enoch Root via RT" ???? > > Less kiddingly, our install of RT only does that with activity driven > from the command line; tickets managed over the web or by email have > non-fictional names. Are you seeing Enoch for all transactions? Hey, wait, are you saying that Enoch Root *doesn't* work here? (darren) -- If you think you know what the hell is going on you're probably full of shit. -- Robert Anton Wilson From dphull at ku.edu Thu Sep 26 10:05:15 2002 From: dphull at ku.edu (dphull at ku.edu) Date: Thu, 26 Sep 2002 09:05:15 -0500 (CDT) Subject: [rt-users] Enoch Root via RT (???) In-Reply-To: <5525157464.20020925232829@brturbo.com> Message-ID: On Wed, 25 Sep 2002, Hadad wrote: > This "Enoch" appears in messages that status was changed. > When a new ticket is open, in auto-reply message, Enoch not appears. On my installation, Enoch Root appears in etc/insertdata. Good luck. -- Dave Hull Senior Information Technology Analyst The University of Kansas voice: (785) 864-0403 || fax: (785) 864-0485 From garyo at genarts.com Thu Sep 26 10:36:14 2002 From: garyo at genarts.com (Gary Oberbrunner) Date: Thu, 26 Sep 2002 10:36:14 -0400 Subject: [rt-users] Apache2? Message-ID: <3D931B5E.5010104@genarts.com> Has there been any work done on getting RT to work with Apache2? Last time I tried it it didn't work at all. -- Gary O From khera at kcilink.com Thu Sep 26 12:02:50 2002 From: khera at kcilink.com (Vivek Khera) Date: Thu, 26 Sep 2002 12:02:50 -0400 Subject: [rt-users] Enoch Root via RT (???) In-Reply-To: <20020926132239.GB3710@boston.com> References: <14813931242.20020925202123@brturbo.com> <20020926132239.GB3710@boston.com> Message-ID: <15763.12202.831572.831542@onceler.kciLink.com> >>>>> "dc" == darren chamberlain writes: dc> Hey, wait, are you saying that Enoch Root *doesn't* work here? He don't work here... we do, however, have a Charlie Root ;-) From bkuhn at fsf.org Thu Sep 26 12:09:05 2002 From: bkuhn at fsf.org (Bradley M. Kuhn) Date: Thu, 26 Sep 2002 12:09:05 -0400 Subject: [rt-users] Next-Action-Required date? or another solution? Message-ID: <20020926160905.GM14343@ebb.org> Many of the tickets in our RT system lay dormant until a certain date. For example, if we have a request out to a vendor or other contact, we want to follow up with them again in a few weeks. We model this interaction as a ticket where the external party is the "Requester" (although, in the Real World, we are requesting something from them), and the AdminCc's are people in the organization who are monitoring the contact with the external party. What I'd like to do is to track the date when we should next follow up on the ticket. My thought is to throw the ticket into "stalled" until that date comes along, and have it automatically reopened when the date is hit (perhaps via a Scrip Action). Are there any thoughts on how to implement this? Is my approach to the problem sensible? -- bkuhn -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From khera at kcilink.com Thu Sep 26 12:10:11 2002 From: khera at kcilink.com (Vivek Khera) Date: Thu, 26 Sep 2002 12:10:11 -0400 Subject: [rt-users] Apache2? In-Reply-To: <3D931B5E.5010104@genarts.com> References: <3D931B5E.5010104@genarts.com> Message-ID: <15763.12643.640740.327736@onceler.kciLink.com> >>>>> "GO" == Gary Oberbrunner writes: GO> Has there been any work done on getting RT to work with Apache2? Last GO> time I tried it it didn't work at all. Some people have success with mod_perl in Apache2, but it is not a released package yet. Apparently the Apache2 internal interfaces are still changing, so finalizing mod_perl is difficult. One would suspect that fastcgi might be the way to go, assuming it has been ported to apache2. From rick.rezinas at qsent.com Thu Sep 26 12:26:11 2002 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Thu, 26 Sep 2002 09:26:11 -0700 Subject: [rt-users] resolved tix reopen Message-ID: <20020926162611.GJ8686@yeti.qsent.com> hello, I see that this is bug 1609. When I resolve a ticket, then resolve it again (say to send correspondence rather than a comment), the ticket reopens. Is there any work-around setting, or a status on this? I don't think that I can view the info on the bug. thanks all rick -- 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 ylsul at bitpipe.com Thu Sep 26 14:22:35 2002 From: ylsul at bitpipe.com (Young Sul) Date: Thu, 26 Sep 2002 14:22:35 -0400 Subject: [rt-users] Permissions questions Message-ID: Hi! I've been nosing about the docs, but can't find a solution to this: We want to create a queue where a group of admins receive tickets. They then assign those tickets to a group of sub-admins. The sub-admins should be able to receive email notifying them of a new assigned ticket, work on the ticket, be able to close/resolve (i.e. change status) the ticket and make comments, BUT NOT be able to email the original requestor. (we've had some incidents where overly-casual comments got back to the customer) I have created an admin group with the "normal" permissions: ModifyTicket OwnTicket ShowTicket ShowTicketComments Watch WatchAsAdminCc (I also had to add these users to be watchers to receive mail) And then a the sub-admin group with: CommentOnTicket Watch ShowTicketComments ShowTicket OwnTicket SeeQueue CreateTicket DeleteTicket It looks like the sub-group can comment, and can't reply to the requestor, but they DON'T receive email, and they can't change the status of the ticket. Is there any way for me to do this? TIA, -y From spv at gospelcom.net Thu Sep 26 14:49:45 2002 From: spv at gospelcom.net (Sherrill (Pei-chih) Verbrugge) Date: Thu, 26 Sep 2002 14:49:45 -0400 (EDT) Subject: [rt-users] timezone Qs Message-ID: I looked through mail archives, but I didn't find the answer to my question. Could anyone help please? How can I display date/time of my email header as the local time? I think RT internal uses GMT time. I need to display everything in EDT time. I have modified config.pm to use EDT timezone, and it displays correctly in WebRT. My MySQL server is running using EDT timezone as well. But, in the tickets table, the time is recorded in GMT and so do all the emails we receive. Do you have any idea how to change this to EDT? I see Date.pm and RT.pm use gmtime() function. Is it bad if I change that to use localtime() function? Are there any reasons that the time in RT should be kept in GMT? Thanks for your help, Sherrill ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Sherrill (Pei-chih) Verbrugge http://www.gospelcom.net http://bible.gospelcom.net ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ "The fear of the Lord is the beginning of knowledge" - Proverbs 1:7 From rt-users at rickbradley.com Thu Sep 26 17:48:09 2002 From: rt-users at rickbradley.com (Rick Bradley) Date: Thu, 26 Sep 2002 16:48:09 -0500 Subject: [rt-users] [bug report] intermittent login / sessioning problem Message-ID: <20020926214809.GD74212@negwo.eastcore.net> 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 Discussion ---------- I'm experiencing a frustrating problem with rt-2.0.14 where all logins via the web interface (using any valid user/password) result in a "Your username or password is incorrect" message. This first happened after the initial installation. I even dropped and reloaded the database, stopped and restarted apache, scoured the mailing lists, etc. Eventually some combination of clearing out the sessiondata directory and restarting the web server did the trick and I could log in. Since then the problem periodically occurs again. When it happens NOONE can log into the system until the problem is fixed. Through combing the mailing list for suggestions I've experimented a bit with isolating the sequence of operations which will fix the problem and I've gotten it down to this (which I've saved as a script I run whenever the problem arises): ------------------------- cut ------------------------------ #!/bin/sh RT_PATH='/path/to/rt' /etc/init.d/apache stop && \ /bin/rm ${RT_PATH}/WebRT/sessiondata/* && \ /usr/bin/perl -i.orig -pne 's/METHOD=POST/METHOD=GET/' ${RT_PATH}/WebRT/html/Elements/Login && \ /etc/init.d/apache start && \ /usr/bin/perl -MLWP::Simple -e 'get("http://www.domain.com/?user=someuser&pass=somepass");' && \ perl -i.orig -pne 's/METHOD=GET/METHOD=POST/' ${RT_PATH}/WebRT/html/Elements/Login && \ rm ${RT_PATH}/WebRT/html/Elements/Login.orig ------------------------- cut ------------------------------ Basically, shut down the web server, clear out sessions, change the Login form submission method from POST to GET, start the web server, log in a user, set the Login form submission method back to POST, and clean up. Once I run this script everyone can log in happily until the next time the problem arises. Under very light RT usage the problem arises about 1 time per day, but frequency rises as usage rises. The sequence of steps in the script always seems to work, but it may not be a minimal set of operations. I do know that the POST->GET swap is absolutely necessary to break the logjam (so to say), but once the jam is broken I can set GET back to POST without any trouble. We don't feel comfortable sending passwords via GET -- they appear in browser location bars and in Apache logfiles. Suspicions: - letting a user session expire by leaving it logged in for hours and then trying to perform an operation (forcing re-authentication) may be a trigger for this behavior. This denied login behavior happens under Mozilla 1.0 & 1.1, Netscape 4.72, IE5.5, and Opera6. Note that barring this intermittent login problem our RT installation appears to function perfectly. ======================================== Here are some details about my installation: This is a Debian Linux system. I am running RT 2.0.14, built from source tarball: /devel/tools/tgz$ md5sum rt-2.0.14.tar.gz 59179c054c0e05336f9b92fe3b031270 rt-2.0.14.tar.gz -------------------- % uname -a Linux dev 2.4.19 #4 SMP Tue Sep 17 19:58:10 CDT 2002 i686 unknown unknown GNU/Linux -------------------- Apache 1.3.26 vhost configuration for this host: DocumentRoot /path/to/rt/WebRT/html ServerName www.domain.com PerlModule Apache::DBI ErrorLog logs/error_support CustomLog logs/access_support combined PerlRequire /path/to/rt/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason -------------------- % perl -V Summary of my perl5 (revision 5.0 version 8 subversion 0) configuration: Platform: osname=linux, osvers=2.4.19, archname=i386-linux-thread-multi uname='linux cyberhq 2.4.19 #1 smp sun aug 4 11:30:45 pdt 2002 i686 unknown unknown gnulinux ' config_args='-Dusethreads -Duselargefiles -Dccflags=-DDEBIAN -Dcccdlflags=-fPIC -Darchname=i386-linux -Dprefix=/usr -Dprivlib=/usr/share/perl/5.8.0 -Darchlib=/usr/lib/perl/5.8.0 -Dvendorprefix=/usr -Dvendorlib=/usr/share/perl5 -Dvendorarch=/usr/lib/perl5 -Dsiteprefix=/usr/local -Dsitelib=/usr/local/share/perl/5.8.0 -Dsitearch=/usr/local/lib/perl/5.8.0 -Dman1dir=/usr/share/man/man1 -Dman3dir=/usr/share/man/man3 -Dman1ext=1 -Dman3ext=3perl -Dpager=/usr/bin/sensible-pager -Uafs -Ud_csh -Uusesfio -Uusenm -Duseshrplib -Dlibperl=libperl.so.5.8.0 -Dd_dosuid -des' hint=recommended, useposix=true, d_sigaction=define usethreads=define use5005threads=undef useithreads=define usemultiplicity=define useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='cc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DDEBIAN -fno-strict-aliasing -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64', optimize='-O3', cppflags='-D_REENTRANT -D_GNU_SOURCE -DDEBIAN -fno-strict-aliasing -I/usr/local/include' ccversion='', gccversion='2.95.4 20011002 (Debian prerelease)', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='cc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib libs=-lgdbm -ldb -ldl -lm -lpthread -lc -lcrypt perllibs=-ldl -lm -lpthread -lc -lcrypt libc=/lib/libc-2.2.5.so, so=so, useshrplib=true, libperl=libperl.so.5.8.0 gnulibc_version='2.2.5' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-rdynamic' cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib' Characteristics of this binary (from libperl): Compile-time options: MULTIPLICITY USE_ITHREADS USE_LARGE_FILES PERL_IMPLICIT_CONTEXT Built under linux Compiled at Sep 14 2002 17:36:21 @INC: /etc/perl /usr/local/lib/perl/5.8.0 /usr/local/share/perl/5.8.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8.0 /usr/share/perl/5.8.0 /usr/local/lib/site_perl . -------------------- Package versions of interest (via dkpg): ii apache 1.3.26-1.1 Versatile, high-performance HTTP server ii apache-common 1.3.26-1.1 Support files for all Apache webservers ii apache-dev 1.3.26-1.1 Apache webserver development kit rc apache-ssl 1.3.26.1+1.48- Versatile, high-performance HTTP server with ii libapache-dbi- 0.89-1 Connect apache server to database via perl's ii libapache-mod- 1.27-2 Integration of perl with the Apache web serv ii libapache-requ 1.0-0.1 Generic Apache Request Library ii libapache-sess 1.54-1 Perl modules for keeping persistent user dat ii libappconfig-p 1.52-5 Perl module for configuration file and comma ii libapt-pkg-per 0.1.6 Perl interface to libapt-pkg ii libcgi-perl 2.76-21 modules for perl5, for use in writing CGI sc ii libcgi-pm-perl 2.81-6 a Perl5 CGI Library ii libcrypt-sslea 0.23-2.1 Support for https protocol in LWP ii libdbd-mysql-p 1.2219-6 mySQL database interface for Perl ii libdbd-pg-perl 1.13-4 a PostgreSQL interface for Perl 5 using DBI. ii libdbi-perl 1.28-4 The Perl5 Database Interface by Tim Bunce ii libdbix-search 0.61-1 Perl extension for easy SQL SELECT Statement ii libdevel-symdu 2.03-1 Perl module for inspecting perl's symbol tab ii liberror-perl 0.15-1 Exception module for Perl ii libfreezethaw- 0.43-1 converting Perl structures to strings and ba ii libhtml-mason- 1.13-2 HTML::Mason Perl module ii libio-stringy- 2.108-1 Perl5 modules for IO from scalars and arrays ii libipc-shareli 0.08-5 Perl module that provides a simple interface ii libmailtools-p 1.49-1 Manipulate email in perl programs ii libmd5-perl 2.02-3.1 backwards-compatible wrapper for Digest::MD5 ii libmime-base64 2.12-4.1 MIME/Base64 decoding for Perl ii libmime-perl 5.411-2 Perl5 modules for MIME-compliant messages (M ii libmldbm-perl 2.00-9 MLDBM perl module ii libmysqlclient 3.23.52-2 mysql database client library ii libneon23 0.23.2-1 An HTTP and WebDAV client library rc libnet-perl 1.09.01-1 Implementation of Internet protocols for Per ii libnet-snpp-pe 1.11-2.1 Perl module for accessing SNPP servers ii libparams-vali 0.24-2 Validate parameters to Perl method/function ii libpcre3 3.4-1.1 Philip Hazel's Perl Compatible Regular Expre ii libperl5.6 5.6.1-7 Shared Perl library. ii libperl5.8 5.8.0-13 Shared Perl library. ii libpgperl 7.2.2-2 Perl modules for PostgreSQL. ii libtext-templa 1.42-2 Text::Template perl module ii libtie-ixhash- 1.21-2 ordered associative arrays for Perl ii libtimedate-pe 1.11-5 Time and date functions for perl. ii liburi-perl 1.18-1 Manipulates and accesses URI strings ii libwww-perl 5.65-0.1 WWW client/server library for Perl ii mysql-client 3.23.52-2 mysql database client binaries ii mysql-common 3.23.52-2 mysql database common files (e.g. /etc/mysql ii mysql-server 3.23.52-2 mysql database server binaries ii perl 5.8.0-13 Larry Wall's Practical Extraction and Report ii perl-base 5.8.0-13 The Pathologically Eclectic Rubbish Lister. ii perl-doc 5.6.1-7 Perl documentation. ii perl-modules 5.8.0-13 Core Perl modules. ii perl-suid 5.8.0-13 Runs setuid Perl scripts. -------------------- Any help with this matter is greatly appreciated. Rick -- http://www.rickbradley.com MUPRN: 702 (66F/66F) | Yeah, I was pretty random email haiku | well torched by like midnight (that | was well afterwards). From pdh at snapgear.com Thu Sep 26 22:18:44 2002 From: pdh at snapgear.com (Phil Homewood) Date: Fri, 27 Sep 2002 12:18:44 +1000 Subject: [rt-users] Permissions questions In-Reply-To: References: Message-ID: <20020927021844.GC1417@luggage> Young Sul wrote: > I have created an admin group with the "normal" permissions: > ModifyTicket > OwnTicket > ShowTicket > ShowTicketComments > Watch > WatchAsAdminCc > (I also had to add these users to be watchers to receive mail) They probably want ReplyToTicket too. > And then a the sub-admin group with: > CommentOnTicket > Watch > ShowTicketComments > ShowTicket > OwnTicket > SeeQueue > CreateTicket > DeleteTicket > > It looks like the sub-group can comment, and can't reply to the requestor, > but > they DON'T receive email, and they can't change the status of the ticket. Give them ModifyTicket and assign them as queue watchers too. Personally I'd probably set it up so that the Admin group only had ReplyToTicket, and assign your "trusted" admins to both the admin and sub-admin groups. -- 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 alan at linerate.net Fri Sep 27 04:11:04 2002 From: alan at linerate.net (Alan Sawyer) Date: Fri, 27 Sep 2002 18:11:04 +1000 (EST) Subject: [rt-users] Debugging which order scrips fire In-Reply-To: <15743.37970.252068.785410@onceler.kciLink.com> Message-ID: All, Is there a simple/non-simple way to track which scrips are firing on an action? Having a small problem with duplicate emails being sent under under certain circumstances and I'd like to fix it. Cheers, Alan. From rt-users at lists.netways.de Fri Sep 27 07:58:13 2002 From: rt-users at lists.netways.de (rt-users) Date: Fri, 27 Sep 2002 13:58:13 +0200 Subject: [rt-users] Next-Action-Required date? or another solution? Message-ID: <3626546DC152134382A0A029C29365C603E8AA@net-mail.int.netways.de> Hi, >What I'd like to do is to track the date when we should next >follow up on >the ticket. My thought is to throw the ticket into "stalled" >until that >date comes along, and have it automatically reopened when the >date is hit >(perhaps via a Scrip Action). > >Are there any thoughts on how to implement this? Is my approach to the >problem sensible? We made another box on the homepage, that displays all the tickets, that are overdue (where the duedate is less than now). When setting a due date and the status to stalled, tickets are no longer displayed, but they apear again, when they are overdue. Julian -------------- next part -------------- A non-text attachment was scrubbed... Name: ATT00027.dat Type: application/pgp-signature Size: 196 bytes Desc: not available URL: From mlists at dzn.no-ip.org Fri Sep 27 08:47:55 2002 From: mlists at dzn.no-ip.org (Mailing List Accounts) Date: Fri, 27 Sep 2002 13:47:55 +0100 (BST) Subject: [rt-users] Internal Server Error Message-ID: <20020927124755.98C682026E0@uxfilestore.dzn.no-ip.org> I have solved my previous problem but now have another one. I get an Error 500 - Internal Server Error. Apache_1.3.26 - With DSO Support, mod_perl.so Please let me know if I need to provide any more info. Jamie From rt-users at rickbradley.com Fri Sep 27 08:58:07 2002 From: rt-users at rickbradley.com (Rick Bradley) Date: Fri, 27 Sep 2002 07:58:07 -0500 Subject: [rt-users] Internal Server Error In-Reply-To: <20020927124755.98C682026E0@uxfilestore.dzn.no-ip.org> References: <20020927124755.98C682026E0@uxfilestore.dzn.no-ip.org> Message-ID: <20020927125807.GD85484@negwo.eastcore.net> * Mailing List Accounts (mlists at dzn.no-ip.org) [020927 07:52]: > I have solved my previous problem but now have another one. I get an Error 500 - Internal Server Error. > > Apache_1.3.26 - With DSO Support, mod_perl.so > > Please let me know if I need to provide any more info. Check Apache's error log for more details. Rick -- http://www.rickbradley.com MUPRN: 696 (64F/64F) | point, Ricardo, to random email haiku | an extent, about people | 'recoding' their apps. From rt-users at rickbradley.com Fri Sep 27 09:33:14 2002 From: rt-users at rickbradley.com (Rick Bradley) Date: Fri, 27 Sep 2002 08:33:14 -0500 Subject: [rt-users] [bug report] intermittent login / sessioning problem In-Reply-To: <20020926214809.GD74212@negwo.eastcore.net> References: <20020926214809.GD74212@negwo.eastcore.net> Message-ID: <20020927133314.GE85484@negwo.eastcore.net> > 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 Additional information ---------------------- I can reliably trigger this behavior in the following manner (note that this is almost certainly not how we reach this no-login state in normal usage): - log in as a valid user and do not log out - stop the Apache web server - delete the session files in WebRT/sessiondata - start the Apache web server - on the still-open logged in web page click a link User is forcibly logged out and no users can log in again until the "fix" script I included in the initial report is run. There is some other means of triggering this problem through normal usage. Note that I disabled the sessiondata cleanup cron job after a couple of days of dealing with this problem so that's not triggering this lockout behavior. By modifying the login error messages in WebRT/data/obj/standard/autohandler I have been able to determine that the "Your username or password is incorrect" is coming from line 62 of that file. This is where the session's password is checked, but my guess is the session data as retrieved is invalid and should be invalidated before checking. Not being familiar with the code it would take me a while to identify a fix. Rick -- http://www.rickbradley.com MUPRN: 333 (64F/64F) | think it got hit by random email haiku | lightning or something." So, I | think that one's no go. From niranjanalt at yahoo.com Fri Sep 27 09:34:35 2002 From: niranjanalt at yahoo.com (Niranjan Patel) Date: Fri, 27 Sep 2002 06:34:35 -0700 (PDT) Subject: [rt-users] RT Server Specs Message-ID: <20020927133435.14723.qmail@web12907.mail.yahoo.com> Hello everybody, Does anyone have any information about RT server Spec and load handling I am running on RT 2.0.14 with mod perl statically compilied ( Perl 5.8 and apache 1.3.9 ) and mysql 3.23.45 on a sun51 machine with 512MB ram I was interested in knowing 1> How many users can simultaneoulsy access this rt web interface without problems 2> how many records one can expect in the DB without slow down problems 3> how many emails one can expect per day 4> how many queues one can expect. etc.. Thanks, Niranjan __________________________________________________ Do you Yahoo!? New DSL Internet Access from SBC & Yahoo! http://sbc.yahoo.com From rt at fsckit.net Fri Sep 27 10:29:11 2002 From: rt at fsckit.net (Tabor J. Wells) Date: Fri, 27 Sep 2002 10:29:11 -0400 Subject: [rt-users] Internal Server Error In-Reply-To: <20020927125807.GD85484@negwo.eastcore.net> References: <20020927124755.98C682026E0@uxfilestore.dzn.no-ip.org> <20020927125807.GD85484@negwo.eastcore.net> Message-ID: <20020927142910.GB26552@fsckit.net> On Fri, Sep 27, 2002 at 07:58:07AM -0500, Rick Bradley is thought to have said: > * Mailing List Accounts (mlists at dzn.no-ip.org) [020927 07:52]: > > I have solved my previous problem but now have another one. I get an Error 500 - Internal Server Error. > > > > Apache_1.3.26 - With DSO Support, mod_perl.so > > > > Please let me know if I need to provide any more info. > > Check Apache's error log for more details. And while you're at it, rebuild mod_perl to be statically linked to apache. From khera at kcilink.com Fri Sep 27 10:32:07 2002 From: khera at kcilink.com (Vivek Khera) Date: Fri, 27 Sep 2002 10:32:07 -0400 Subject: [rt-users] Internal Server Error In-Reply-To: <20020927142910.GB26552@fsckit.net> References: <20020927124755.98C682026E0@uxfilestore.dzn.no-ip.org> <20020927125807.GD85484@negwo.eastcore.net> <20020927142910.GB26552@fsckit.net> Message-ID: <15764.27623.663461.302399@onceler.kciLink.com> >>>>> "TJW" == Tabor J Wells writes: TJW> And while you're at it, rebuild mod_perl to be statically linked to apache. >> From the RT README: TJW> If you compile mod_perl as a DSO, you're on your own. It's known TJW> to have massive stability problems. I wish people would stop promoting this myth. From garyo at genarts.com Fri Sep 27 10:43:23 2002 From: garyo at genarts.com (Gary Oberbrunner) Date: Fri, 27 Sep 2002 10:43:23 -0400 Subject: [rt-users] Internal Server Error References: <20020927124755.98C682026E0@uxfilestore.dzn.no-ip.org> <20020927125807.GD85484@negwo.eastcore.net> <20020927142910.GB26552@fsckit.net> <15764.27623.663461.302399@onceler.kciLink.com> Message-ID: <3D946E8B.3030601@genarts.com> Please explain. Is this no longer true? Are people successfully using mod_perl v1.99 as a DSO with Apache 1.3.23 and RT? Vivek Khera wrote: > I wish people would stop promoting this myth. Interesting that the RT-users mailing list adds this to all msgs: > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm ... and it propagates the same myth. -- Gary From richard.soderberg at databuilt.com Fri Sep 27 10:55:50 2002 From: richard.soderberg at databuilt.com (Richard Soderberg) Date: Fri, 27 Sep 2002 10:55:50 -0400 Subject: [rt-users] Internal Server Error Message-ID: <245D3383FB8F0C469218514273488A2759CA90@hh-nts01.databuilt.com> > I wish people would stop promoting this myth. I'll confirm that I've seen in recent tarballs of mod_perl the fixing of breakage under mod_perl -- somewhere in the toplevel documentation, most likely in README.apaci. R. From rt at netthink.co.uk Fri Sep 27 11:27:13 2002 From: rt at netthink.co.uk (Simon Cozens) Date: Fri, 27 Sep 2002 16:27:13 +0100 Subject: [rt-users] Internal Server Error In-Reply-To: <3D946E8B.3030601@genarts.com> References: <20020927124755.98C682026E0@uxfilestore.dzn.no-ip.org> <20020927125807.GD85484@negwo.eastcore.net> <20020927142910.GB26552@fsckit.net> <15764.27623.663461.302399@onceler.kciLink.com> <3D946E8B.3030601@genarts.com> Message-ID: <20020927152713.GA21263@netthink.co.uk> Gary Oberbrunner: > >I wish people would stop promoting this myth. > > Interesting that the RT-users mailing list adds this to all msgs: > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > ... and it propagates the same myth. Also funny that the mod_perl Developer's Cookbook also propagates the same "myth". -- Complete the following sentence: People *ought* to weigh bricks, cats and cinnamon in the same units because... - Ian Johnston From khera at kcilink.com Fri Sep 27 11:32:41 2002 From: khera at kcilink.com (Vivek Khera) Date: Fri, 27 Sep 2002 11:32:41 -0400 Subject: [rt-users] Internal Server Error In-Reply-To: <3D946E8B.3030601@genarts.com> References: <20020927124755.98C682026E0@uxfilestore.dzn.no-ip.org> <20020927125807.GD85484@negwo.eastcore.net> <20020927142910.GB26552@fsckit.net> <15764.27623.663461.302399@onceler.kciLink.com> <3D946E8B.3030601@genarts.com> Message-ID: <15764.31257.320443.845624@onceler.kciLink.com> >>>>> "GO" == Gary Oberbrunner writes: GO> Please explain. Is this no longer true? Are people successfully using GO> mod_perl v1.99 as a DSO with Apache 1.3.23 and RT? the pre-release mod_perl 1.99 does not work with apache 1.x; it is only for apache2, and has not been officially released. current released mod_perl under apache 1.2 works just fine with DSO. the only hitch may be a big memory leak on server restart (so just stop/start it instead). if not, then report it as a bug to the mod_perl developers. From garyo at genarts.com Fri Sep 27 11:53:41 2002 From: garyo at genarts.com (Gary Oberbrunner) Date: Fri, 27 Sep 2002 11:53:41 -0400 Subject: [rt-users] Internal Server Error References: <20020927124755.98C682026E0@uxfilestore.dzn.no-ip.org> <20020927125807.GD85484@negwo.eastcore.net> <20020927142910.GB26552@fsckit.net> <15764.27623.663461.302399@onceler.kciLink.com> <3D946E8B.3030601@genarts.com> <15764.31257.320443.845624@onceler.kciLink.com> Message-ID: <3D947F05.6060608@genarts.com> Sorry, my mistake. I have mod_perl 1.99 here for testing something else, but you're right, I'm really using mod_per 1.26 with apache 1.3.23. I'll try it as a DSO some time. I suppose someone ought to update the RT FAQ and docs; shared libs are a big win normally. Vivek Khera wrote: > current released mod_perl under apache 1.2 works just fine with DSO. -- Gary From wash at wananchi.biz Fri Sep 27 12:03:11 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Fri, 27 Sep 2002 19:03:11 +0300 Subject: [rt-users] RT - Restoring the DB Message-ID: <20020927160311.GA10667@ns2.wananchi.com> Hello, I have lost the full functioanlity of rt2 after I migrated my /var partition to a larger disk. I however have a backup of /var/db/mysql/rt2 from last Friday. What do I need to do to get rt to use this properly? I have literally put those backup files in place but while users can login to rt, the following does not happen: 1. I cannot get the dropdown users list. 2. When I search for a users id (withing rt) it gives null result - user doesn't exist. However, when I do an SQL query I see the users. 3. I see tickets but not the bodies I am not sure how to go about this... Thanks in advance. cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From fstanley at netburner.com Fri Sep 27 12:10:36 2002 From: fstanley at netburner.com (Forrest Stanley) Date: Fri, 27 Sep 2002 09:10:36 -0700 Subject: [rt-users] Web Interface displays as code In-Reply-To: <000801c2956b$b9426250$0400a8c0@swiss> Message-ID: <5.1.0.14.2.20020927090526.00b43e98@mail.netburner.com> At 04:49 PM 11/26/2002 +0000, Jamie Crookes wrote: >Hi There, > >Can anyone help with this little problem. I am sure it is something >simple, maybe permissions problem, but, when I go to the RT url it >displays the page below as code. I have compiled in mod_perl to apache >1.3.26 and all went well, all module deps were also met with make fixdeps >and make testdeps reports nothing out of place. > >See Beow:---- > ><& /Elements/Header, Title=>"Start page", Refresh => >$session{'home_refresh_interval'} &> <& /Elements/Tabs, current_toptab => >'' &> ><& /Elements/CustomHomepageHeader, %ARGS &> <& /Elements/MyTickets &> ><& /Elements/MyRequests &> <& /Elements/Quicksearch &> ><& /Elements/Refresh, Name => 'HomeRefreshInterval', Default => $session >{'home_refresh_interval'} &> ><%init> if ($ARGS{'HomeRefreshInterval'}) { >$session{'home_refresh_interval'} = $ARGS{'HomeRefreshInterval'}; } > >Advice greatly appreciated. > >Jamie Crookes I believe that your HTML-Mason is not working correctly. It should be parsing your HTML for you. I had this same problem. CPAN upgrades your PERL, but leaves the old version on the system. (I had 5.6.0 and it upgraded to 5.8.0) Because of this, any dependency that was installed before the CPAN usage (HTML-Mason and a couple others) were installed to Perl 5.6.0, while everything after the installation was installed to 5.8.0. Check to see if that is your problem. From grant at pico.apple.com Fri Sep 27 12:55:01 2002 From: grant at pico.apple.com (Grant Miller) Date: Fri, 27 Sep 2002 09:55:01 -0700 Subject: [rt-users] Apache segmentation fault? In-Reply-To: <20020924215421.GU18016@pico.apple.com> References: <20020924215421.GU18016@pico.apple.com> Message-ID: <20020927165501.GS7153@pico.apple.com> On Tue, Sep 24, 2002 at 02:54:21PM -0700, Grant Miller wrote: > > > I'm running RT 2.0.14 on a Sun Ultra 2 (Solaris 2.6) with MySQL 3.23.52 and > Apache 1.3.19. I'm getting these errors on a frequent basis and I'm wondering > if anyone else has run into this. > > > [Tue Sep 24 14:16:41 2002] [notice] child pid 29089 exit signal Segmentation Fault (11) > [Tue Sep 24 14:17:48 2002] [notice] child pid 76 exit signal Segmentation Fault (11) > [Tue Sep 24 14:17:51 2002] [notice] child pid 28801 exit signal Segmentation Fault (11) > [Tue Sep 24 14:17:54 2002] [notice] child pid 24822 exit signal Segmentation Fault (11) > [Tue Sep 24 14:18:44 2002] [notice] child pid 26225 exit signal Segmentation Fault (11) > [Tue Sep 24 14:43:07 2002] [notice] child pid 91 exit signal Segmentation Fault (11) I was able to resolve this problem by upgrading to Apache 1.3.26, Perl 5.6.1, and mod_perl 1.27 (I was at Perl 5.6.0, mod_perl 1.26). I also took the opportunity to upgrade to HTML::Mason 1.13 and newer versions of DBIx-SearchBuilder, DBD-mysql, Apache-DBI, and libapreq. Heh, it was also in the FAQ: http://www.fsck.com/rtfm/article.html?id=5#57 -- -Grant Miller grant at pico.apple.com Unix Systems Admin, Engineering Computer Services, Apple Computer From dmmooney at earthlink.net Fri Sep 27 13:14:01 2002 From: dmmooney at earthlink.net ( Drew Mooney) Date: Fri, 27 Sep 2002 10:14:01 -0700 Subject: [rt-users] Permissions questions Message-ID: Young Sul wrote: ***** "...We want to create a queue where a group of admins receive tickets. They then assign those tickets to a group of sub-admins. The sub-admins should be able to receive email notifying them of a new assigned ticket, work on the ticket, be able to close/resolve (i.e. change status) the ticket and make comments, BUT NOT be able to email the original requestor. (we've had some incidents where overly-casual comments got back to the customer)..." ************************ Young, etc What if you setup a queue with both of the mail aliases both pointing to 'queuename-comment' rather than one pointing to 'queuename' and the other to the corresponding 'queuename-comment' mail alias? It would seem to me that unless a user/admin deliberately added a customer email address to the CC: or adminCC: fields for a given ticket, that even 'Reply' actions on a ticket would keep the email correspondence internal. Moving resolved tickets to the higher-level queue, and scrubbing their history thread of non-politically correct comments would then make it safe to use the 'Reply' function. Anyone else out there think this would work? From ylsul at bitpipe.com Fri Sep 27 13:25:16 2002 From: ylsul at bitpipe.com (Young Sul) Date: Fri, 27 Sep 2002 13:25:16 -0400 Subject: [rt-users] Permissions questions In-Reply-To: Message-ID: I tried that, but I get a bounceback, as a comment requires a ticket-id to work on. It seems to me that there should be something other than simply ModifyTicket.. it grants too many privileges. It would be nice to have ModifyTicketStatus separate from ModifyTicket. -----Original Message----- From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Drew Mooney Sent: Friday, September 27, 2002 1:14 PM To: rt-users at lists.fsck.com Subject: [rt-users] Permissions questions Young Sul wrote: ***** "...We want to create a queue where a group of admins receive tickets. They then assign those tickets to a group of sub-admins. The sub-admins should be able to receive email notifying them of a new assigned ticket, work on the ticket, be able to close/resolve (i.e. change status) the ticket and make comments, BUT NOT be able to email the original requestor. (we've had some incidents where overly-casual comments got back to the customer)..." ************************ Young, etc What if you setup a queue with both of the mail aliases both pointing to 'queuename-comment' rather than one pointing to 'queuename' and the other to the corresponding 'queuename-comment' mail alias? It would seem to me that unless a user/admin deliberately added a customer email address to the CC: or adminCC: fields for a given ticket, that even 'Reply' actions on a ticket would keep the email correspondence internal. Moving resolved tickets to the higher-level queue, and scrubbing their history thread of non-politically correct comments would then make it safe to use the 'Reply' function. Anyone else out there think this would work? _______________________________________________ rt-users mailing list rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From wash at wananchi.biz Fri Sep 27 14:01:34 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Fri, 27 Sep 2002 21:01:34 +0300 Subject: [rt-users] RT - Displaying Users/Ticket Bodies Message-ID: <20020927180134.GG10667@ns2.wananchi.com> [REJOINDER] > 1. I cannot get the dropdown users list. > 2. When I search for a users id (withing rt) it gives null result - user doesn't exist. > However, when I do an SQL query I see the users. > 3. I see tickets but not the bodies On problem (1) and (2) when I do a search for a user's id, the user seems to exist, because when I do a search on Web UI, rt shows the text "Users matching search criteria" but I can't see the user listed. Also on tickets, all ticket id/numbers are there, but the bodies and comments don't show. What could be the problem here? I don't want to drop the db because I have all the sql files. 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 hadad at brturbo.com Fri Sep 27 14:03:27 2002 From: hadad at brturbo.com (Hadad) Date: Fri, 27 Sep 2002 15:03:27 -0300 Subject: [rt-users] Logout.html Error Message-ID: <16093125257.20020927150327@brturbo.com> Hello, When I do logout (../rt2/NoAuth/Logout.html) occurs an strange error. What could be ? - Hadad ----------- Error Screen --------------------------- System error error: Bizarre copy of HASH in aassign at /usr/lib/perl5/site_perl/5.6.0/Devel/StackTrace.pm line 65. context: ... 813: pop @{ $self->{stack} }; 814: pop @{ $self->{buffer_stack} }; 815: pop @{ $self->{buffer_stack} } if ($mods{store}); 816: 817: UNIVERSAL::can($err, 'rethrow') ? $err->rethrow : error $err; 818: } 819: 820: # more common case optimizations 821: $self->{buffer_stack}[-1]->flush; ... code stack: /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm:817 /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm:303 /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm:303 /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm:267 /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm:120 /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm:120 /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm:715 /opt/rt2/bin/webmux.pl:170 /dev/null:0 /dev/null:0 From spv at gospelcom.net Fri Sep 27 14:11:15 2002 From: spv at gospelcom.net (Sherrill (Pei-chih) Verbrugge) Date: Fri, 27 Sep 2002 14:11:15 -0400 (EDT) Subject: [rt-users] Permissions questions In-Reply-To: Message-ID: You can ... 1. setup email aliases admins and sub-admins and make them AdminCc 2. install OnOwnerChange script 3. setup AdminCc on comment use comment template 4. When the sub-admins converse and work on the ticket, just make sure that the message is sent to the queue comment address only (queuename-comment at aaa.com) ==> by default, it won't email to the requestors This should do exactly what you describe below. The only thing is that everyone (admins and sub-admins) will get the tickets. If you want only admins to receive all the tickets and sub-admins only receive assigned tickets, you can setup admins to AdminCc and instruct admins to add sub-admins in AdminCc to the certain tickets when necessary. Sherrill [snip] > > Young Sul wrote: > > ***** > "...We want to create a queue where a group of admins receive tickets. They > then > assign those tickets to a group of sub-admins. The sub-admins should be > able to receive email notifying them of a new assigned ticket, work > on the ticket, be able to close/resolve (i.e. change status) the ticket > and make comments, BUT NOT be able to email the original requestor. > (we've had some incidents where overly-casual comments got back to the > customer)..." > ************************ > [snip] ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Sherrill (Pei-chih) Verbrugge http://www.gospelcom.net http://bible.gospelcom.net ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ "The fear of the Lord is the beginning of knowledge" - Proverbs 1:7 From benb at theriver.com Fri Sep 27 14:20:28 2002 From: benb at theriver.com (Ben Browning) Date: Fri, 27 Sep 2002 11:20:28 -0700 Subject: [rt-users] RT - Restoring the DB In-Reply-To: <20020927160311.GA10667@ns2.wananchi.com> Message-ID: <5.1.0.14.2.20020927111619.03188938@mail.oz.net> At 09:03 AM 9/27/2002, Odhiambo Washington wrote: >I have lost the full functioanlity of rt2 after I migrated my /var partition >to a larger disk. UGH. I just went through this. >I however have a backup of /var/db/mysql/rt2 from last Friday. What do I need >to do to get rt to use this properly? OK, heres the drill: 1 Shut down httpd and sendmail (sendmail will bounce messages, so it is better to have them spool on a secondary MX somewhere) 2 Shut down MySQL 3 Copy your old files into the directory (in this instance, /var/db/mysql/rt2) 4 Start MySQL 5 Run mysqlcheck on the DB 6 Cross fingers >1. I cannot get the dropdown users list. >2. When I search for a users id (withing rt) it gives null result - user >doesn't exist. > However, when I do an SQL query I see the users. >3. I see tickets but not the bodies Sounds like only a few tables got hosed. Before trying the above I would give mysqlcheck a chance. Worst case it blows your DB into little bits and you go to using Fridays backup anyway :) ~Ben (who speaks for himself alone, here) >I am not sure how to go about this... > >Thanks in advance. > > > > > cheers > - wash >+----------------------------------+-----------------------------------------+ >Odhiambo Washington, wash at wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) | >http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., | >GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | >+---------------------------------+------------------------------------------+ >"Oh My God! They killed init! You Bastards!" > --from a /. post >_______________________________________________ >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 --- Ben Browning The River Internet Access Co. Network Operations 1-877-88-RIVER http://www.theriver.com From wash at wananchi.biz Fri Sep 27 14:27:16 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Fri, 27 Sep 2002 21:27:16 +0300 Subject: [rt-users] RT - Restoring the DB In-Reply-To: <5.1.0.14.2.20020927111619.03188938@mail.oz.net> References: <20020927160311.GA10667@ns2.wananchi.com> <5.1.0.14.2.20020927111619.03188938@mail.oz.net> Message-ID: <20020927182716.GI10667@ns2.wananchi.com> * Ben Browning [20020927 21:21]: wrote: > At 09:03 AM 9/27/2002, Odhiambo Washington wrote: > >I have lost the full functioanlity of rt2 after I migrated my /var > >partition > >to a larger disk. > > UGH. I just went through this. ;-) I am not alone. Gives me reason to smile even in the face of trouble like this. > OK, heres the drill: > 1 Shut down httpd and sendmail (sendmail will bounce messages, so it is > better to have them spool on a secondary MX somewhere) > 2 Shut down MySQL > 3 Copy your old files into the directory (in this instance, > /var/db/mysql/rt2) > 4 Start MySQL > 5 Run mysqlcheck on the DB > 6 Cross fingers [root at ns2]#mysqlcheck rt2 rt2.ACL OK rt2.Attachments OK rt2.GroupMembers OK rt2.Groups OK rt2.KeywordSelects OK rt2.Keywords OK rt2.Links OK rt2.ObjectKeywords OK rt2.Queues OK rt2.ScripActions OK rt2.ScripConditions OK rt2.Scrips OK rt2.Templates OK rt2.Tickets OK rt2.Transactions OK rt2.Users OK rt2.Watchers OK > Sounds like only a few tables got hosed. Before trying the above I would > give mysqlcheck a chance. Worst case it blows your DB into little bits and > you go to using Fridays backup anyway :) The situation is still the same, even after this. -Wash -- Odhiambo Washington "The box said 'Requires Wananchi Online Ltd. www.wananchi.com Windows 95, NT, or better,' Tel: +254 2 313985-9 +254 2 313922 so I installed FreeBSD." GSM: +254 72 743223 +254 733 744121 This sig is McQ! :-) "I'd love to go out with you, but I've been scheduled for a karma transplant." From ckolar at imsa.edu Fri Sep 27 14:34:35 2002 From: ckolar at imsa.edu (Christopher Kolar) Date: Fri, 27 Sep 2002 13:34:35 -0500 Subject: [rt-users] overriding global scripts Message-ID: <5.1.0.14.2.20020927133226.0452e790@mail.imsa.edu> We're outsourcing some of our evening support and I want to create a queue that just acts as a bucket so that they the outside helpdesk issues a issues resolved ticket via email it gets logged in out RT system. Is there any way that I can override all of the global scripts (autoreply, notify watchers, &c) so that the system just silently puts the ticket into the queue without bothering us? Thanks in advance. --chris /////\\\\\/////\\\\\ Christopher G. Kolar Coordinator of Information Technology Integration Illinois Mathematics and Science Academy ckolar at imsa.edu -- staff.imsa.edu/~ckolar -- PGP Public Key ID: 0xC6492C72 Information literacy news, tools, and programs: infoliteracy-subscribe at iti.cnsnet.imsa.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ralexander at musiciansfriend.com Fri Sep 27 14:45:24 2002 From: Ralexander at musiciansfriend.com (Ron Alexander) Date: Fri, 27 Sep 2002 11:45:24 -0700 Subject: [rt-users] httpd.conf problem. In-Reply-To: <20020924093704.GJ40709@ns2.wananchi.com> References: <20020923164850.2e107fde.ralexander@musiciansfriend.com> <20020924093704.GJ40709@ns2.wananchi.com> Message-ID: <20020927114524.6a474dea.ralexander@musiciansfriend.com> On Tue, 24 Sep 2002 12:37:04 +0300 Odhiambo Washington wrote: > * Ron Alexander [20020924 03:00]: > wrote: > > i have httpd.conf configured as shown in > > http://fsck.com/rtfm/article.html?id=2#49 to run rt with other > > content. with this configuration, apache will not start. running > > 'apachectl start' will cause 'httpd started' to be echoed, but no > > job is actually started. > > > > if i remove the line 'PerlRequire /usr/local/rt2/bin/webmux.pl' and > > run'apachectl start' httpd actually starts and I can view all > > content except the rt material. the error going to log is: > > > > [Mon Sep 23 16:54:47 2002] [error] Can't locate RT/Mason.pm in @INC > > (@INC contains: /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 . > > /etc/httpd/ /etc/httpd/lib/perl) at (eval 4) line 3. > RT2 requires that you have correctly installed all these perl modules > listed below. may be you start from there...just to be sure. > > Apache-Session-1.53.tar.gz > ApacheDBI-0.88.tar.gz > CGI.pm-2.77.tar.gz > DBI-1.18.tar.gz > DBIx-DataSource-0.02.tar.gz > DBIx-SearchBuilder-0.48.tar.gz > Digest-MD5-2.14.tar.gz > Errno-1.09.tar.gz > File-Spec-0.8.tar.gz > File-Temp-0.12.tar.gz > FreezeThaw-0.41.tar.gz > Getopt-Long-2.24.tar.gz > HTML-Mason-1.02.tar.gz > HTML-Parser-3.25.tar.gz > HTML-Tagset-3.03.tar.gz > IO-stringy-1.220.tar.gz > Log-Dispatch-1.77.tar.gz > MD5-2.02.tar.gz > MIME-Base64-2.12.tar.gz > MIME-Types-0.16.tar.gz > MIME-tools-5.411a.tar.gz > MLDBM-2.00.tar.gz > MailTools-1.15.tar.gz > Msql-Mysql-modules-1.2216.tar.gz > Params-Validate-0.04.tar.gz > Storable-1.0.11.tar.gz > Text-Template-1.31.tar.gz > Text-Wrapper-1.000.tar.gz > Tie-IxHash-1.21.tar.gz > Time-HiRes-01.20.tar.gz > Time-modules-101.062101.tar.gz > TimeDate-1.10.tar.gz > libapreq-0.31.tar.gz > libnet-1.0703.tar.gz > > -Wash > Odhiambo Washington "The box said 'Requires Okay, I have all those modules, and RT WILL run by itself, even before I had all the modules. The problem is that I want to run things other than RT from the same apache server. I currently do not have the knowledge of apache httpd.conf files to do this while running RT::Mason. I can't put it into my @INC because I can't even find RT::Mason in existence. RT is great and all but to have to consume an entire apache server just to run it??? There must be a way to configure so that I can run RT and other content. Sorry for the length, but here is my current httpd.conf minus a whole bunch of comments. ### Section 1: Global Environment ServerType standalone ServerRoot "/etc/httpd" LockFile /var/lock/httpd.lock PidFile /var/run/httpd.pid CoreDumpDirectory "/etc/httpd" ScoreBoardFile /var/run/httpd.scoreboard #ResourceConfig conf/srm.conf #AccessConfig conf/access.conf Timeout 300 KeepAlive Off MaxKeepAliveRequests 100 KeepAliveTimeout 15 MinSpareServers 5 MaxSpareServers 20 StartServers 8 MaxClients 150 MaxRequestsPerChild 1000 #Listen 3000 #Listen 12.34.56.78:80 #Listen 80 #BindAddress * # # Dynamic Shared Object (DSO) Support #LoadModule mmap_static_module modules/mod_mmap_static.so LoadModule vhost_alias_module modules/mod_vhost_alias.so LoadModule bandwidth_module modules/mod_bandwidth.so LoadModule throttle_module modules/mod_throttle.so LoadModule env_module modules/mod_env.so LoadModule config_log_module modules/mod_log_config.so LoadModule agent_log_module modules/mod_log_agent.so LoadModule referer_log_module modules/mod_log_referer.so #LoadModule mime_magic_module modules/mod_mime_magic.so LoadModule mime_module modules/mod_mime.so LoadModule negotiation_module modules/mod_negotiation.so LoadModule status_module modules/mod_status.so LoadModule info_module modules/mod_info.so LoadModule includes_module modules/mod_include.so LoadModule autoindex_module modules/mod_autoindex.so LoadModule dir_module modules/mod_dir.so LoadModule cgi_module modules/mod_cgi.so LoadModule asis_module modules/mod_asis.so LoadModule imap_module modules/mod_imap.so LoadModule action_module modules/mod_actions.so #LoadModule speling_module modules/mod_speling.so LoadModule userdir_module modules/mod_userdir.so LoadModule alias_module modules/mod_alias.so LoadModule rewrite_module modules/mod_rewrite.so LoadModule access_module modules/mod_access.so LoadModule auth_module modules/mod_auth.so LoadModule anon_auth_module modules/mod_auth_anon.so LoadModule db_auth_module modules/mod_auth_db.so #LoadModule auth_any_module modules/mod_auth_any.so #LoadModule dbm_auth_module modules/mod_auth_dbm.so #LoadModule auth_ldap_module modules/mod_auth_ldap.so #LoadModule mysql_auth_module modules/mod_auth_mysql.so #LoadModule auth_pgsql_module modules/mod_auth_pgsql.so #LoadModule digest_module modules/mod_digest.so #LoadModule proxy_module modules/libproxy.so #LoadModule cern_meta_module modules/mod_cern_meta.so LoadModule expires_module modules/mod_expires.so LoadModule headers_module modules/mod_headers.so #LoadModule usertrack_module modules/mod_usertrack.so #LoadModule example_module modules/mod_example.so #LoadModule unique_id_module modules/mod_unique_id.so LoadModule setenvif_module modules/mod_setenvif.so LoadModule perl_module modules/libperl.so LoadModule php_module modules/mod_php.so LoadModule php3_module modules/libphp3.so LoadModule php4_module modules/libphp4.so LoadModule dav_module modules/libdav.so LoadModule roaming_module modules/mod_roaming.so LoadModule ssl_module modules/libssl.so LoadModule put_module modules/mod_put.so LoadModule python_module modules/mod_python.so # ClearModuleList #AddModule mod_mmap_static.c AddModule mod_vhost_alias.c AddModule mod_bandwidth.c AddModule mod_throttle.c AddModule mod_env.c AddModule mod_log_config.c AddModule mod_log_agent.c AddModule mod_log_referer.c #AddModule mod_mime_magic.c AddModule mod_mime.c AddModule mod_negotiation.c AddModule mod_status.c AddModule mod_info.c AddModule mod_include.c AddModule mod_autoindex.c AddModule mod_dir.c AddModule mod_cgi.c AddModule mod_asis.c AddModule mod_imap.c AddModule mod_actions.c #AddModule mod_speling.c AddModule mod_userdir.c AddModule mod_alias.c AddModule mod_rewrite.c AddModule mod_access.c AddModule mod_auth.c AddModule mod_auth_anon.c AddModule mod_auth_db.c #AddModule mod_auth_any.c #AddModule mod_auth_dbm.c #AddModule auth_ldap.c #AddModule mod_auth_mysql.c #AddModule mod_auth_pgsql.c #AddModule mod_digest.c #AddModule mod_proxy.c #AddModule mod_cern_meta.c AddModule mod_expires.c AddModule mod_headers.c #AddModule mod_usertrack.c #AddModule mod_example.c #AddModule mod_unique_id.c AddModule mod_so.c AddModule mod_setenvif.c AddModule mod_perl.c AddModule mod_php.c AddModule mod_php3.c AddModule mod_php4.c AddModule mod_dav.c AddModule mod_roaming.c AddModule mod_ssl.c AddModule mod_put.c AddModule mod_python.c #ExtendedStatus On ### Section 2: 'Main' server configuration Port 80 Listen 80 Listen 443 User apache Group apache ServerAdmin root at localhost ServerName itserver DocumentRoot "/var/www/html" Options FollowSymLinks AllowOverride None Options Indexes FollowSymLinks AllowOverride None Order allow,deny Allow from all UserDir public_html Options FollowSymLinks AllowOverride None Options Indexes Includes FollowSymLinks AllowOverride None Allow from from all Order deny,allow Options Indexes Multiviews AllowOverride None Allow from from all Order deny,allow Options ExecCGI AllowOverride None Allow from from all Order allow,deny DirectoryIndex index.html index.htm index.shtml index.php index.php4 index.php3 index.phtml index.cgi AccessFileName .htaccess Order allow,deny Deny from all Satisfy All #CacheNegotiatedDocs UseCanonicalName On TypesConfig /etc/mime.types DefaultType text/plain # MIMEMagicFile /usr/share/magic.mime MIMEMagicFile conf/magic HostnameLookups Off ErrorLog /var/log/httpd/error_log LogLevel warn LogFormat "%h %l %u %t \"%r\" %>s %b \"%{Referer}i\" \"%{User-Agent}i\"" combined LogFormat "%h %l %u %t \"%r\" %>s %b" common LogFormat "%{Referer}i -> %U" referer LogFormat "%{User-agent}i" agent # CustomLog /var/log/httpd/access_log common CustomLog logs/access_log combined #CustomLog logs/referer_log referer #CustomLog logs/agent_log agent #CustomLog logs/access_log combined ServerSignature On # Aliases: Add here as many aliases as you need (with no limit). The # format is Alias fakename realname Alias /icons/ "/var/www/icons/" Alias /icons/ "/var/www/icons/" Alias /images "/var/www/images" Options Indexes MultiViews AllowOverride None Order allow,deny Allow from all Options Indexes MultiViews AllowOverride None Order allow,deny Allow from all ScriptAlias /cgi-bin/ "/var/www/cgi-bin/" AllowOverride None Options None Order allow,deny Allow from all IndexOptions FancyIndexing NameWidth=* AddIconByEncoding (CMP,/icons/compressed.gif) x-compress x-gzip AddIconByType (TXT,/icons/text.gif) text/* AddIconByType (IMG,/icons/image2.gif) image/* AddIconByType (SND,/icons/sound2.gif) audio/* AddIconByType (VID,/icons/movie.gif) video/* AddIcon /icons/binary.gif .bin .exe AddIcon /icons/binhex.gif .hqx AddIcon /icons/tar.gif .tar AddIcon /icons/world2.gif .wrl .wrl.gz .vrml .vrm .iv AddIcon /icons/compressed.gif .Z .z .tgz .gz .zip AddIcon /icons/a.gif .ps .ai .eps AddIcon /icons/layout.gif .html .shtml .htm .pdf AddIcon /icons/text.gif .txt AddIcon /icons/c.gif .c AddIcon /icons/p.gif .pl .py AddIcon /icons/f.gif .for AddIcon /icons/dvi.gif .dvi AddIcon /icons/uuencoded.gif .uu AddIcon /icons/script.gif .conf .sh .shar .csh .ksh .tcl AddIcon /icons/tex.gif .tex AddIcon /icons/bomb.gif core AddIcon /icons/back.gif .. AddIcon /icons/hand.right.gif README AddIcon /icons/folder.gif ^^DIRECTORY^^ AddIcon /icons/blank.gif ^^BLANKICON^^ DefaultIcon /icons/unknown.gif #AddDescription "GZIP compressed document" .gz #AddDescription "tar archive" .tar #AddDescription "GZIP compressed tar archive" .tgz ReadmeName README HeaderName HEADER IndexIgnore .??* *~ *# HEADER* README* RCS CVS *,v *,t # Document types. AddEncoding x-compress Z AddEncoding x-gzip gz tgz AddLanguage da .dk AddLanguage nl .nl AddLanguage en .en AddLanguage et .ee AddLanguage fr .fr AddLanguage de .de AddLanguage el .el AddLanguage he .he AddCharset ISO-8859-8 .iso8859-8 AddLanguage it .it AddLanguage ja .ja AddCharset ISO-2022-JP .jis AddLanguage kr .kr AddCharset ISO-2022-KR .iso-kr AddLanguage nn .nn AddLanguage no .no AddLanguage pl .po AddCharset ISO-8859-2 .iso-pl AddLanguage pt .pt AddLanguage pt-br .pt-br AddLanguage ltz .lu AddLanguage ca .ca AddLanguage es .es AddLanguage sv .se AddLanguage cz .cz AddLanguage ru .ru AddLanguage zh-tw .tw AddLanguage tw .tw AddCharset Big5 .Big5 .big5 AddCharset WINDOWS-1251 .cp-1251 AddCharset CP866 .cp866 AddCharset ISO-8859-5 .iso-ru AddCharset KOI8-R .koi8-r AddCharset UCS-2 .ucs2 AddCharset UCS-4 .ucs4 AddCharset UTF-8 .utf8 LanguagePriority en de fr da nl et el it ja kr no pl pt pt-br ru ltz ca es sv tw AddType application/x-tar .tgz AddType application/x-httpd-php .php .php4 .php3 .phtml AddType application/x-httpd-php-source .phps AddType application/x-httpd-php3 .php3 AddType application/x-httpd-php3-source .phps AddType application/x-httpd-php .phtml #AddHandler cgi-script .cgi AddType text/html .shtml AddHandler server-parsed .shtml #AddHandler send-as-is asis AddHandler imap-file map #AddHandler type-map var #MetaDir .web #MetaSuffix .meta BrowserMatch "Mozilla/2" nokeepalive BrowserMatch "MSIE 4\.0b2;" nokeepalive downgrade-1.0 force-response-1.0 BrowserMatch "RealPlayer 4\.0" force-response-1.0 BrowserMatch "Java/1\.0" force-response-1.0 BrowserMatch "JDK/1\.0" force-response-1.0 Alias /perl /var/www/perl SetHandler perl-script PerlHandler Apache::Registry Options +ExecCGI Alias /rt2 /var/www/html/rt2/WebRT/html #PerlRequire /var/www/html/rt2/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason #Order allow,deny #Allow from from all #PerlSetVar MasonCompRoot "/var/www/html" #PerlSetVar MasonDataDir "/var/www/html" #"/etc/httpd/mason" #PerlModule HTML::Mason::ApacheHandler SetHandler perl-script PerlHandler HTML::Mason::ApacheHandler # # Alias /upload /tmp # # EnablePut On # AuthType Basic # AuthName Temporary # AuthUserFile /etc/httpd/conf/passwd # EnableDelete Off # umask 007 # # require valid-user # # # # # SetHandler server-status # Order deny,allow # Deny from all # Allow from .your-domain.com # # # SetHandler server-info # Order deny,allow # Deny from all # Allow from .your-domain.com # Alias /doc/ /usr/share/doc/ order deny,allow deny from all allow from localhost .localdomain Options Indexes FollowSymLinks # # Deny from all # ErrorDocument 403 http://phf.apache.org/phf_abuse_log.cgi # # # ProxyRequests On # # Order deny,allow # Deny from all # Allow from .your-domain.com # # ProxyVia On # CacheRoot "/var/cache/httpd" # CacheSize 5 # CacheGcInterval 4 # CacheMaxExpire 24 # CacheLastModifiedFactor 0.1 # CacheDefaultExpire 1 # NoCache a-domain.com another-domain.edu joes.garage-sale.com # # End of proxy directives. ### Section 3: Virtual Hosts #NameVirtualHost * ## SSL Global Context AddType application/x-x509-ca-cert .crt AddType application/x-pkcs7-crl .crl # Pass Phrase Dialog: SSLPassPhraseDialog builtin # Inter-Process Session Cache: #SSLSessionCache none #SSLSessionCache shmht:logs/ssl_scache(512000) #SSLSessionCache shmcb:logs/ssl_scache(512000) SSLSessionCache dbm:logs/ssl_scache SSLSessionCacheTimeout 300 # Semaphore: SSLMutex file:logs/ssl_mutex # Pseudo Random Number Generator (PRNG): SSLRandomSeed startup builtin SSLRandomSeed connect builtin #SSLRandomSeed startup file:/dev/random 512 #SSLRandomSeed startup file:/dev/urandom 512 #SSLRandomSeed connect file:/dev/random 512 #SSLRandomSeed connect file:/dev/urandom 512 # Logging: SSLLog logs/ssl_engine_log SSLLogLevel error ## SSL Virtual Host Context #DocumentRoot "/etc/httpd/htdocs" #ServerName new.host.name #ServerAdmin you at your.address ErrorLog logs/error_log TransferLog logs/access_log # SSL Engine Switch: # Enable/Disable SSL for this virtual host. SSLEngine on # SSL Cipher Suite: #SSLCipherSuite #ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL # Server Certificate: SSLCertificateFile /etc/httpd/conf/ssl.crt/server.crt #SSLCertificateFile /etc/httpd/conf/ssl.crt/server-dsa.crt # Server Private Key: SSLCertificateKeyFile /etc/httpd/conf/ssl.key/server.key #SSLCertificateKeyFile /etc/httpd/conf/ssl.key/server-dsa.key # Server Certificate Chain: #SSLCertificateChainFile /etc/httpd/conf/ssl.crt/ca.crt # Certificate Authority (CA): #SSLCACertificatePath /etc/httpd/conf/ssl.crt #SSLCACertificateFile /etc/httpd/conf/ssl.crt/ca-bundle.crt # Certificate Revocation Lists (CRL): #SSLCARevocationPath /etc/httpd/conf/ssl.crl #SSLCARevocationFile /etc/httpd/conf/ssl.crl/ca-bundle.crl # Client Authentication (Type): #SSLVerifyClient require #SSLVerifyDepth 10 # Access Control: # #SSLRequire ( %{SSL_CIPHER} !~ m/^(EXP|NULL)/ \ # and %{SSL_CLIENT_S_DN_O} eq "Snake Oil, Ltd." \ # and %{SSL_CLIENT_S_DN_OU} in {"Staff", "CA", "Dev"} \ # and %{TIME_WDAY} >= 1 and %{TIME_WDAY} <= 5 \ # and %{TIME_HOUR} >= 8 and %{TIME_HOUR} <= 20 ) \ # or %{REMOTE_ADDR} =~ m/^192\.76\.162\.[0-9]+$/ # # SSL Engine Options: #SSLOptions +FakeBasicAuth +ExportCertData +CompatEnvVars +StrictRequire SSLOptions +StdEnvVars SSLOptions +StdEnvVars # SSL Protocol Adjustments: SetEnvIf User-Agent ".*MSIE.*" \ nokeepalive ssl-unclean-shutdown \ downgrade-1.0 force-response-1.0 # Per-Server Logging: CustomLog logs/ssl_request_log \ "%t %h %{SSL_PROTOCOL}x %{SSL_CIPHER}x \"%r\" %b" From rick.rezinas at qsent.com Fri Sep 27 15:01:59 2002 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Fri, 27 Sep 2002 12:01:59 -0700 Subject: [rt-users] httpd.conf problem. In-Reply-To: <20020927114524.6a474dea.ralexander@musiciansfriend.com> References: <20020923164850.2e107fde.ralexander@musiciansfriend.com> <20020924093704.GJ40709@ns2.wananchi.com> <20020927114524.6a474dea.ralexander@musiciansfriend.com> Message-ID: <20020927190159.GI8686@yeti.qsent.com> you'll want to set rt and others up as virtual servers. Give them their own ip addresses. On Fri, 27 Sep 2002, Ron Alexander wrote: -- 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 rick.rezinas at qsent.com Fri Sep 27 15:06:41 2002 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Fri, 27 Sep 2002 12:06:41 -0700 Subject: [rt-users] ssl, rt, and IE Message-ID: <20020927190641.GJ8686@yeti.qsent.com> here's a problem I had, and how to fix it. We server rt over HTTPS only here, and there was a problem with IE not bothering to look at the server sporadically. It turned out to be an IE bug made visible by openSSL. Here's the fix add this to your server config (it's inside my declaration.) SetEnvIf User-Agent ".*MSIE.*" nokeepalive ssl-unclean-shutdown hope that's usefule to someone. -- 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 dmmooney at earthlink.net Fri Sep 27 15:37:43 2002 From: dmmooney at earthlink.net ( Drew Mooney) Date: Fri, 27 Sep 2002 12:37:43 -0700 Subject: [rt-users] MySQL indexes? Message-ID: I recently converted all of the rt2 tables to type=innodb. I'm interested in doing anything I can to improve RT's performance - not that performance necessarily sux - just want to make the user experience as painless as possible. I recall a few blurbs in the FAQ, and on the list about indexing certain tables - but not sure which tables/columns would be best to index. [MySQL newbie...] Has anyone played with indexing to the extent that they could recommend a generic list of tables/columns that would benefit from indexing, or is the exercise very site specific? Are there benchmarking and MySQL performance management built-ins or add-ons that can tell a dmAdmin what to index, when to index, and how often to re-evaluate the system? TIA, Drew M. Mooney From sheeri.kritzer at tufts.edu Fri Sep 27 16:05:31 2002 From: sheeri.kritzer at tufts.edu (Sheeri Kritzer) Date: Fri, 27 Sep 2002 16:05:31 -0400 Subject: [rt-users] resolved tix reopen In-Reply-To: <20020926162611.GJ8686@yeti.qsent.com> References: <20020926162611.GJ8686@yeti.qsent.com> Message-ID: <1033157131.3d94ba0b664dc@webmail-test.tufts.edu> Hey Rick, I had this problem too. We're testing a fix for BestPractical, which is under our support contract. Which means that you should take this with much paranoia, and it's not a tested fix except in one system (although it's been fine for us). I modified Ticket/ModifyAll.html: I switched the order of: $ARGS{'UpdateContent'} =~ s/\r\n/\n/g; chomp ($ARGS{'UpdateContent'}) ; and if ($ARGS{'UpdateContent'} && $ARGS{'UpdateContent'} ne '' && $ARGS{'UpdateContent'} ne "-- \n" . $session{'CurrentUser'}->UserObj->Signature ) { ProcessUpdateMessage(TicketObj => $Ticket, ARGSRef=>\%ARGS, Actions=>\@results); } } (so that the top code is after the bottom in the modified version) Which has the effect of updating the automagic stuff first, and then the user stuff. We're going to see how this works, in general, and if nothing breaks, bestpractical will probably use it in RT's next release. -Sheeri Kritzer Systems Administrator University Systems Group Tufts University 617-627-3925 sheeri.kritzer at tufts.edu Quoting Rick Rezinas : > hello, > > I see that this is bug 1609. > > When I resolve a ticket, then resolve it again (say to send > correspondence rather than a comment), the ticket reopens. Is there any > work-around setting, or a status on this? I don't think that I can view > the info on the bug. > > thanks all > rick > > -- > 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 > > _______________________________________________ > 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 Fri Sep 27 16:51:49 2002 From: niranjanalt at yahoo.com (Niranjan Patel) Date: Fri, 27 Sep 2002 13:51:49 -0700 (PDT) Subject: [rt-users] RT Email Notification Message-ID: <20020927205149.68383.qmail@web12902.mail.yahoo.com> I dont get any email back from RT after I reply to email or correspond to email. I see the correspondence in RT but no email is send back. Is there any process I need to run as a crone job Thanks Niranjan __________________________________________________ Do you Yahoo!? New DSL Internet Access from SBC & Yahoo! http://sbc.yahoo.com From sheeri.kritzer at tufts.edu Fri Sep 27 17:16:50 2002 From: sheeri.kritzer at tufts.edu (Sheeri Kritzer) Date: Fri, 27 Sep 2002 17:16:50 -0400 Subject: [rt-users] e-mail history of a ticket? Message-ID: <1033161410.3d94cac2e6f39@webmail-test.tufts.edu> Hey all, Call me crazy, but I could have sworn I saw list traffic about how to e-mail the history of ticket (either through the Scrip condition OnOwnerChange or just having a button or something to do that). The only thing I can find in the archives, however, is someone asking how to do it. (It could be that I've been asked so many times to provide an "e-mail history" button that I thought I saw list traffic on it). Am I nuts? If so, has someone worked through this? If I'm not nuts, can someone point out a link? My entire office is crispy today, so maybe it's just in the air. -Sheeri Kritzer Systems Administrator University Systems Group Tufts University 617-627-3925 sheeri.kritzer at tufts.edu From niranjanalt at yahoo.com Fri Sep 27 17:22:59 2002 From: niranjanalt at yahoo.com (Niranjan Patel) Date: Fri, 27 Sep 2002 14:22:59 -0700 (PDT) Subject: [rt-users] ticket creation with blank requestor Message-ID: <20020927212259.73370.qmail@web12906.mail.yahoo.com> Hello everybody, Every time I send an email to RT it creates a ticket with blank requestor . Is there any setting I need to worry for getting the requestor. THanks Niranjan __________________________________________________ Do you Yahoo!? New DSL Internet Access from SBC & Yahoo! http://sbc.yahoo.com From jesse at bestpractical.com Fri Sep 27 17:49:46 2002 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 27 Sep 2002 17:49:46 -0400 Subject: [rt-users] e-mail history of a ticket? In-Reply-To: <1033161410.3d94cac2e6f39@webmail-test.tufts.edu> References: <1033161410.3d94cac2e6f39@webmail-test.tufts.edu> Message-ID: <20020927214946.GL20875@pallas.fsck.com> This is what I use to get it in the AdminCorrespondence template: ============================FULL TICKET HISTORY============================ {my $transactions = $Ticket->Transactions; while (my $trans = $transactions->Next) { $OUT .= $trans->CreatedObj->AsString . ": " . $trans->Description; if ($trans->TimeTaken) { $OUT .= " (".$trans->TimeTaken." min)"; } $OUT .= "\n"; if ($trans->Content) { $OUT .= $trans->Content . "\n"; } $OUT .= ('-'x78)."\n"; } 1; } On Fri, Sep 27, 2002 at 05:16:50PM -0400, Sheeri Kritzer wrote: > Hey all, > > Call me crazy, but I could have sworn I saw list traffic about how to e-mail the history of ticket (either through the Scrip condition OnOwnerChange or just having a button or something to do that). The only thing I can find in the archives, however, is someone asking how to do it. > > (It could be that I've been asked so many times to provide an "e-mail history" button that I thought I saw list traffic on it). > > Am I nuts? If so, has someone worked through this? > > If I'm not nuts, can someone point out a link? My entire office is crispy today, so maybe it's just in the air. > > -Sheeri Kritzer > Systems Administrator > University Systems Group > Tufts University > 617-627-3925 > sheeri.kritzer at tufts.edu > > > > > _______________________________________________ > 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 wash at wananchi.biz Sat Sep 28 03:52:39 2002 From: wash at wananchi.biz (Odhiambo Washington) Date: Sat, 28 Sep 2002 10:52:39 +0300 Subject: [rt-users] RESTORATION OF RT DATABASE .. Message-ID: <20020928075239.GD19232@ns2.wananchi.com> Hmm, maybe I haven't asked this question properly. I want to restore the rt2 database from the backups of the .MYI .MYD files. I have extracted them from the backup and put the files in /var/db/mysql/rt2/ RT works partially: 1. I cannot get the dropdown users list, nor the privileged users to display 2. When I search for a users id (withing rt) it gives null result in the web UI However, when I do an SQL query I see the users. 3. I cannot see tickets bodies (content) - only the transaction details... I am still optimistic an rt guru will help me recover from this ;-) The last thing I want to do is trash the db and recreate everything from scratch. Thank you. 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 gundee at rmci.net Sat Sep 28 18:01:36 2002 From: gundee at rmci.net (Ken Gunderson) Date: Sat, 28 Sep 2002 16:01:36 -0600 Subject: [rt-users] little help w/ fastcgi please... Message-ID: <200209281600.30242.ken@teamcool.net> howdy folks: i wanted to test out rt2 with vhosts and fstcgi. box is FreeBSD and has suid perl enabled. perl, version 5.005_03. when i try to access the web ui i get the following: Insecure dependency in mkdir while running setgid at /usr/libdata/perl/5.00503/File/Path.pm line 137, chunk 1. Stack: [/usr/libdata/perl/5.00503/File/Path.pm:137] [/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Interp.pm:566] [/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Interp.pm:258] [/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm:174] [/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm:138] [/usr/local/lib/perl5/site_perl/5.005/Class/Container.pm:194] [/usr/local/lib/perl5/site_perl/5.005/Class/Container.pm:257] [/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Interp.pm:168] [/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Interp.pm:162] [/home/www/foo.com/rt/bin/mason_handler.fcgi:208] vhost block of apache (1.3.26) looks like this: DocumentRoot /home/www/foo.com/rt/WebRT/html ServerName rt.foo.com AddHandler fastcgi-script fcgi fcgi fpl FastCgiServer /home/www/foo.com/rt/bin/mason_handler.fcgi ScriptAlias / /home/www/foo.com/rt/mason_handler.fcgi/ Alias /NoAuth/images/rt.jpg /home/www/foo.com/rt/WebRT/html/NoAuth/images/rt.jpg http-err.log yields warning like this: [Sat Sep 28 15:31:37 2002] [notice] FastCGI: process manager initialized (pid 5653) [Sat Sep 28 15:31:37 2002] [warn] FastCGI: server "/home/www/foo.com/rt/bin/mason_handler.fcgi" started (pid 5654) [Sat Sep 28 15:31:38 2002] [notice] Apache/1.3.26 (Unix) mod_fastcgi/2.2.12 mod_ssl/2.8.10 OpenSSL/0.9.6e configured -- resuming normal operations [Sat Sep 28 15:31:38 2002] [notice] Accept mutex: flock (Default: flock) don't know if this has relevance, but rt group is member of apache group www and logs dir is chgrp'd to rt and chmod'd to 755. rt log file gets ceated thusly however: -rw------- 1 www rt 0 Sep 28 14:54 rt.log80 i'm not much of a perl person. anyone can give me a clue or two?? tia-- ken From garyo at genarts.com Sat Sep 28 18:10:21 2002 From: garyo at genarts.com (Gary Oberbrunner) Date: Sat, 28 Sep 2002 18:10:21 -0400 Subject: [rt-users] little help w/ fastcgi please... References: <200209281600.30242.ken@teamcool.net> Message-ID: <3D9628CD.7060907@genarts.com> I don't know about the particular code, but in general if you need to un-taint a perl variable, this is one way to do it: $var =~ /^([^\000]*)$/; It's just one of those perl tricks, I guess. Maybe you just need to do that on the whatever data is causing the problem. But of course if the data really *could* be tainted, it might be better to make sure it's safe before handing it to mkdir. Perl's pretty smart about those things. -- Gary Ken Gunderson wrote: > howdy folks: > > i wanted to test out rt2 with vhosts and fstcgi. box is FreeBSD and has > suid perl enabled. perl, version 5.005_03. when i try to access the > web ui i get the following: > > Insecure dependency in mkdir while running setgid at > /usr/libdata/perl/5.00503/File/Path.pm line 137, chunk 1. > > Stack: > [/usr/libdata/perl/5.00503/File/Path.pm:137] > [/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Interp.pm:566] > [/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Interp.pm:258] > [/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm:174] > [/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm:138] > [/usr/local/lib/perl5/site_perl/5.005/Class/Container.pm:194] > [/usr/local/lib/perl5/site_perl/5.005/Class/Container.pm:257] > [/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Interp.pm:168] > [/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Interp.pm:162] > [/home/www/foo.com/rt/bin/mason_handler.fcgi:208] From gundee at rmci.net Sat Sep 28 19:08:26 2002 From: gundee at rmci.net (Ken Gunderson) Date: Sat, 28 Sep 2002 17:08:26 -0600 Subject: [rt-users] little help w/ fastcgi please... In-Reply-To: <200209281600.30242.ken@teamcool.net> References: <200209281600.30242.ken@teamcool.net> Message-ID: <200209281708.26251.gundee@rmci.net> On Saturday 28 September 2002 04:01 pm, Ken Gunderson wrote: > howdy folks: > > i wanted to test out rt2 with vhosts and fstcgi. box is FreeBSD and > has suid perl enabled. perl, version 5.005_03. when i try to access > the web ui i get the following: sorry to be following up on my own post, but just go it to work. i thought it odd that the same config would work with mod_perl, but not fastcgi. enabled special char view in vi and had a special char hiding on end of my ScriptAlias line. gotta watch those cut and paste jobs...;-) thanks to those who made suggestions. regards-- ken From gundee at rmci.net Sat Sep 28 23:47:48 2002 From: gundee at rmci.net (Ken Gunderson) Date: Sat, 28 Sep 2002 21:47:48 -0600 Subject: fastcgi strangeness-- Re: [rt-users] little help w/ fastcgi please... In-Reply-To: <200209281600.30242.ken@teamcool.net> References: <200209281600.30242.ken@teamcool.net> Message-ID: <200209282147.48039.gundee@rmci.net> i should add that mod_perl works just fine- if i bring up mod_perl version dirs are created. then i can bring up fastcgi version, and it will use the dirs, but the mkdir perms or taint checks are foobared as soon as you try to do something that needs to mkdir... any ideas? thanks-- ken On Saturday 28 September 2002 04:01 pm, Ken Gunderson wrote: > howdy folks: > > i wanted to test out rt2 with vhosts and fstcgi. box is FreeBSD and > has suid perl enabled. perl, version 5.005_03. when i try to access > the web ui i get the following: > > Insecure dependency in mkdir while running setgid at > /usr/libdata/perl/5.00503/File/Path.pm line 137, chunk 1. > > Stack: > [/usr/libdata/perl/5.00503/File/Path.pm:137] > [/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Interp.pm:566] > [/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Interp.pm:258] > [/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm:174] > [/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm:138] > [/usr/local/lib/perl5/site_perl/5.005/Class/Container.pm:194] > [/usr/local/lib/perl5/site_perl/5.005/Class/Container.pm:257] > [/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Interp.pm:168] > [/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Interp.pm:162] > [/home/www/foo.com/rt/bin/mason_handler.fcgi:208] > > > vhost block of apache (1.3.26) looks like this: > > > DocumentRoot /home/www/foo.com/rt/WebRT/html > ServerName rt.foo.com > AddHandler fastcgi-script fcgi fcgi fpl > FastCgiServer /home/www/foo.com/rt/bin/mason_handler.fcgi > ScriptAlias / /home/www/foo.com/rt/mason_handler.fcgi/ > Alias /NoAuth/images/rt.jpg > /home/www/foo.com/rt/WebRT/html/NoAuth/images/rt.jpg > > > > http-err.log yields warning like this: > > [Sat Sep 28 15:31:37 2002] [notice] FastCGI: process manager > initialized (pid 5653) > [Sat Sep 28 15:31:37 2002] [warn] FastCGI: server > "/home/www/foo.com/rt/bin/mason_handler.fcgi" started (pid 5654) > [Sat Sep 28 15:31:38 2002] [notice] Apache/1.3.26 (Unix) > mod_fastcgi/2.2.12 mod_ssl/2.8.10 OpenSSL/0.9.6e configured -- > resuming normal operations > [Sat Sep 28 15:31:38 2002] [notice] Accept mutex: flock (Default: > flock) > > > don't know if this has relevance, but rt group is member of apache > group www and logs dir is chgrp'd to rt and chmod'd to 755. rt log > file gets ceated thusly however: > > -rw------- 1 www rt 0 Sep 28 14:54 rt.log80 > > i'm not much of a perl person. anyone can give me a clue or two?? > > tia-- ken > > _______________________________________________ > 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 dsr at mail.lns.cornell.edu Sun Sep 29 11:29:26 2002 From: dsr at mail.lns.cornell.edu (Dan Riley) Date: 29 Sep 2002 11:29:26 -0400 Subject: [rt-users] Internal Server Error In-Reply-To: <15764.27623.663461.302399@onceler.kciLink.com> References: <20020927124755.98C682026E0@uxfilestore.dzn.no-ip.org> <20020927125807.GD85484@negwo.eastcore.net> <20020927142910.GB26552@fsckit.net> <15764.27623.663461.302399@onceler.kciLink.com> Message-ID: Vivek Khera writes: > TJW> If you compile mod_perl as a DSO, you're on your own. It's known > TJW> to have massive stability problems. > > I wish people would stop promoting this myth. Myth? I've seen mod_perl as a DSO misbehave in very subtle ways on Tru64 Unix--problems which went away completely when mod_perl was linked into apache. From experience, I believe it is true that mod_perl as a DSO *may* have serious stability problems, depending a great deal on the platform (and possibility the perl build options as well). Just because you haven't seen it doesn't make it a myth... -- "about 15 percent of the people are screwballs, lightweights and boobs and you would not want those people unrepresented in Congress." -Alan Simpson, former US Senator (R, Wyoming) From rob at myinternetplace.net Sun Sep 29 18:48:58 2002 From: rob at myinternetplace.net (Rob Walker) Date: 29 Sep 2002 15:48:58 -0700 Subject: [rt-users] question about chart in FAQ. In-Reply-To: <3D91D4D6.3090502@hamburg.fcb.com> References: <1032836605.6434.15.camel@tp600x> <3D907525.3050603@hamburg.fcb.com> <1032927563.25410.6.camel@tp600x> <3D91D4D6.3090502@hamburg.fcb.com> Message-ID: <1033339739.28095.23.camel@tp600x> On Wed, 2002-09-25 at 08:23, Harald Wagener wrote: > Rob Walker wrote: > > >On Tue, 2002-09-24 at 07:22, Harald Wagener wrote: > >>It should include things like Makefile-supported installation and stuff. > >>Don't hold Your breath for an official announcement, though. > >> > >> > > > >That's cool. Will the Makefile look for previously installed /stats/ > >stuff? :-) > > > > > > Since ben is working on it right now, and I barely have time to peruse > the mailing list, I can't really comment on it. But it would be a useful > check .What would be Your preferred method of handling this case? Is there any way for an applicatoin to figure out where apaches' config files are at? If there is, you could look at /etc/apache*/httpd.conf for anything with "rt2" in the domain name, and if found, look at the virtdomain config for /stats handling stuff. Also, I would suspect you have a list of md5sums of the files from the previous releases. Then you will be able to know with pretty good certainty whether or not an old file is on the system which hasn't been edited, and can be nuked. "make find-old" "make uninstall-old" might be two commands which work in that order. Is it completely necessary to query the user before deleting any files? I suspect it is, possibly even before each file individually. rob From rob at myinternetplace.net Sun Sep 29 19:09:57 2002 From: rob at myinternetplace.net (Rob Walker) Date: 29 Sep 2002 16:09:57 -0700 Subject: [rt-users] question about chart in FAQ. In-Reply-To: References: Message-ID: <1033340998.28096.45.camel@tp600x> On Wed, 2002-09-25 at 02:46, Benjamin Boksa wrote: > At the moment the Makefile is just some handy tool to copy the files to the > right places during development. I don't think it will support changing any > stuff like httpd.conf, or looking for perl-predepencies in the near future. That's cool. Could you copy the perl-predependencies stuff from Jesse's Makefile? > Nevertheless I would like to hear from you and others what functions they > would like to have. As I mentioned in my reply of a few minutes ago, I think it would be cool for you all to say "it looks like an older copy of 'chart' has been installed here, would you like to exit now and run 'make uninstall' ??" I don't think it is necessary to do a "find /" on a system to figure out where to look for the older copies, either. :-) rob From pdh at snapgear.com Sun Sep 29 21:02:06 2002 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 30 Sep 2002 11:02:06 +1000 Subject: [rt-users] resolved tix reopen In-Reply-To: <1033157131.3d94ba0b664dc@webmail-test.tufts.edu> References: <20020926162611.GJ8686@yeti.qsent.com> <1033157131.3d94ba0b664dc@webmail-test.tufts.edu> Message-ID: <20020930010206.GA512@luggage> Sheeri Kritzer wrote: > I had this problem too. We're testing a fix for BestPractical, > which is under our support contract. Which means that you should take > this with much paranoia, and it's not a tested fix except in one system > (although it's been fine for us). Hmm. I don't see how the change you posted does what you say. Nonetheless... back to Rick's problem: > > When I resolve a ticket, then resolve it again (say to send > > correspondence rather than a comment), the ticket reopens. Is there any > > work-around setting, or a status on this? I don't think that I can view > > the info on the bug. Try the following: (disclaimer: untested) Index: lib/RT/Ticket.pm =================================================================== RCS file: /cvs/local/rt/lib/RT/Ticket.pm,v retrieving revision 1.5 diff -u -r1.5 Ticket.pm --- lib/RT/Ticket.pm 15 Jul 2002 01:30:27 -0000 1.5 +++ lib/RT/Ticket.pm 30 Sep 2002 00:58:35 -0000 @@ -1749,6 +1749,7 @@ $TicketAsSystem->Load($self->Id); if ( + ($TransObj->IsInbound) and ($TicketAsSystem->Status ne 'open') and ($TicketAsSystem->Status ne 'new') ) { -- 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 Sep 29 23:58:13 2002 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 30 Sep 2002 13:58:13 +1000 Subject: [rt-users] RT Email Notification In-Reply-To: <20020927205149.68383.qmail@web12902.mail.yahoo.com> References: <20020927205149.68383.qmail@web12902.mail.yahoo.com> Message-ID: <20020930035813.GF512@luggage> Niranjan Patel wrote: > I dont get any email back from RT after I reply to > email or correspond to email. I see the correspondence > in RT but no email is send back. Did you set up appropriate scrips for the queue? http://fsck.com/rtfm/article.html?id=2#50 See also: http://fsck.com/rtfm/article.html?id=5#73 http://fsck.com/rtfm/article.html?id=5#74 -- 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 barancev at kazbek.ispras.ru Mon Sep 30 03:28:30 2002 From: barancev at kazbek.ispras.ru (Alexei Barantsev) Date: Mon, 30 Sep 2002 11:28:30 +0400 Subject: [rt-users] Logout.html Error In-Reply-To: <16093125257.20020927150327@brturbo.com> Message-ID: <000d01c26853$003ce400$9535d0c3@flor> It is well-known perl-5.6.0 error. Upgrade to perl-5.6.1 > -----Original Message----- > From: rt-users-admin at lists.fsck.com > [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Hadad > Sent: Friday, September 27, 2002 10:03 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] Logout.html Error > > > > Hello, > > When I do logout (../rt2/NoAuth/Logout.html) occurs an > strange error. What could be ? > > - Hadad > > ----------- Error Screen --------------------------- > > System error > > error: > Bizarre copy of HASH in aassign at > /usr/lib/perl5/site_perl/5.6.0/Devel/StackTrace.pm line 65. > > context: > ... > > 813: > pop @{ $self->{stack} }; > 814: > pop @{ $self->{buffer_stack} }; > 815: > pop @{ $self->{buffer_stack} } if ($mods{store}); > 816: > > 817: > UNIVERSAL::can($err, 'rethrow') ? $err->rethrow : error $err; > 818: > } > 819: > > 820: > # more common case optimizations > 821: > $self->{buffer_stack}[-1]->flush; > ... > > > code stack: > /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm:817 > /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm:303 > /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm:303 > /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/Request.pm:267 > /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm:120 > /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm:120 > /usr/lib/perl5/site_perl/5.6.0/HTML/Mason/ApacheHandler.pm:715 > /opt/rt2/bin/webmux.pl:170 > /dev/null:0 > /dev/null:0 > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.com > http://lists.fsck.com/mailman/listinfo/rt-users > > Have you > read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > From bruce_campbell at ripe.net Mon Sep 30 05:19:56 2002 From: bruce_campbell at ripe.net (Bruce Campbell) Date: Mon, 30 Sep 2002 11:19:56 +0200 (CEST) Subject: [rt-users] httpd.conf problem. In-Reply-To: <20020923164850.2e107fde.ralexander@musiciansfriend.com> Message-ID: On Mon, 23 Sep 2002, Ron Alexander wrote: > i have httpd.conf configured as shown in > http://fsck.com/rtfm/article.html?id=2#49 to run rt with other content. > with this configuration, apache will not start. running 'apachectl > start' will cause 'httpd started' to be echoed, but no job is actually > started. > > if i remove the line 'PerlRequire /usr/local/rt2/bin/webmux.pl' and run > 'apachectl start' httpd actually starts and I can view all content > except the rt material. the error going to log is: > [Mon Sep 23 16:54:47 2002] [error] Can't locate RT/Mason.pm in @INC RT::Mason comes from webmux.pl . It is quite possible that webmux.pl is simply not readable by the user that is running Apache. Personally I would suggest running RT on a seperate instance of Apache as the rt user. (Use a seperate port and mod_proxy in your main Apache) -- Bruce Campbell RIPE Systems/Network Engineer NCC www.ripe.net - PGP562C8B1B Operations/Security From kuko at maarmas.com Mon Sep 30 07:58:19 2002 From: kuko at maarmas.com (Miguel Armas) Date: Mon, 30 Sep 2002 12:58:19 +0100 Subject: [rt-users] Template for ticket creation in WebRT Message-ID: <200209301258.19458.kuko@maarmas.com> I have an RT2 installation where we only create tickets using the WebRT interface. What I want to do is create a template that is used for ticket creation, the template would be something like: **** -- DESCRIPTION -- -- SYSTEMS AFFECTED -- ... **** This way we can have a standard ticket format. Does WebRT support this feature? Sorry if this is a FAQ, but I've only found information that seems to be related to RT and the directories mentioned doesn't exist in my RT2 installation. Salu2! -- -------------------------------------- Miguel Armas Consultor de Sistemas y Comunicaciones Ing. Tec. de Telecomunicaciones -------------------------------------- From rodrigo.cunha at corp.vodafone.pt Tue Sep 17 13:19:01 2002 From: rodrigo.cunha at corp.vodafone.pt (=?ISO-8859-15?Q?Rodrigo_Nuno_Bragan=E7a_da_Cunha?=) Date: Tue, 17 Sep 2002 18:19:01 +0100 Subject: [rt-users] Bug in RT-Send-Cc? Message-ID: <3D876405.5000705@corp.vodafone.pt> Hi! When I use the "CC" field in a reply/comment, the one that says below: "Sends a carbon-copy of this update to a comma-delimited list of email addresses. Does not change who will receive future updates." The mail is generated with a "RT-Send-CC:" header, witch sendmail obviously will not process. Is this a bug? It would be nice if this feature worked :-) -- Rodrigo From ken at teamcool.net Thu Sep 19 13:49:06 2002 From: ken at teamcool.net (Ken Gunderson) Date: Thu, 19 Sep 2002 11:49:06 -0600 Subject: [rt-users] rt2, fastcgi, and >1 instance suggestions? Message-ID: <200209191055.39275.gundee@rmci.net> Greets: I would like to configure 2-3 instances of rt running uders virtual hosts on same web server. Seems like fastcgi is the most attractive option here. anybody have any experience/comments? Should i be looking at multiple instances of apache/ports or using mod_proxy?? Guess I'd basically like to find out more info about multiple instances and the associated advantages/disadvantages of the various solutions from folks doing this in the real world (tm). Also, archives reference foobarred versions of Mason. FreeBSD port system presently sports 1.13. Is this a safe/recommended version? The box runs FreeBSD, perl 5.005_03, mysql, and apache-1.3.26. presently has 1/2 gig of ram, but i've got another 1/2 gig i can allocate if necesary. Thanks bunches-- kg From sgk at apk.net Fri Sep 20 12:36:16 2002 From: sgk at apk.net (Stuart Krivis) Date: Fri, 20 Sep 2002 12:36:16 -0400 Subject: [rt-users] RT Performance Issues Message-ID: <90295281.1032525376@[10.1.3.2]> --On Thursday, September 19, 2002 5:57 PM -0500 "James L. Harrison" wrote: > How many tickets/users do you have... I have about 500 tickets and just > one person (me) who uses RT web interface...My box is a 1Ghz Celeron > with 192Mb of RAM... It runs fine.... > > I am curious because I want to know what will happen if the amount of > people/tickets gets increased. Ticket 1 was 07-19-02 and we're up to 493 now. About 30 users, 14 queues, most tickets get a fair amount of comments/replies and a lot have attached documents. I've also added quite a few scrips beyond the defaults. One of the queues gets escalated every hour, so there's activity from that too. There's plenty of room for hardware upgrades. New server with SMP, more RAM, SCSI HDs, RAID.... :-) -- Stuart Krivis Hostmaster and Purchasing Manager APK Net, Inc. 216-241-7166 Voice 1621 Euclid Ave., Suite 1230 216-241-7522 FAX Cleveland, OH 44115 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 231 bytes Desc: not available URL: From serg at cfc.ru Wed Sep 25 01:34:15 2002 From: serg at cfc.ru (Sergey Gurov) Date: Wed, 25 Sep 2002 09:34:15 +0400 Subject: [rt-users] Semi-bug? Message-ID: <006801c26455$305cefb0$1600a8c0@mainoffice.cfc> When I post reply through web interface to resolved ticket then RT reopens it but field Status just after page update still shows resolved. And only after explicit page refresh I get rigth status - Open. Is this feature or bug? Gurov Sergey. From tdinkins at tramcologistics.com Wed Sep 25 12:11:47 2002 From: tdinkins at tramcologistics.com (TimDinkins) Date: 25 Sep 2002 09:11:47 -0700 Subject: [rt-users] recipient address changed to local domain Message-ID: <1032970307.26851.23.camel@ltsp1> Sometimes (not all of the time) when users send replies to ticket requestors the reply is sent out with the domain portion changed to rt's local domain. This local domain is replacing the valid domain ex. hotmail.com. Anyone seen this before? -- Tim Dinkins Network Security Administrator Transportation Management Concepts From swen at mediaways.net Thu Sep 26 12:23:41 2002 From: swen at mediaways.net (Swen Thuemmler) Date: Thu, 26 Sep 2002 18:23:41 +0200 Subject: [rt-users] Apache2? In-Reply-To: <15763.12643.640740.327736@onceler.kciLink.com> References: <3D931B5E.5010104@genarts.com> <15763.12643.640740.327736@onceler.kciLink.com> Message-ID: <20020926162341.GE10306@lappmanns.mediaways.net> On Thu, Sep 26, 2002 at 12:10:11PM -0400, Vivek Khera wrote: > > One would suspect that fastcgi might be the way to go, assuming it has > been ported to apache2. Hmm, IMHO the best way to go is to use speedy (CGI::SpeedyCGI), which now also has mod_speedy for even faster operation. The nice thing with Speedy is that is does not depend on the web server used. Just my 2 cents. --Swen From ken at teamcool.net Sat Sep 28 18:00:30 2002 From: ken at teamcool.net (Ken Gunderson) Date: Sat, 28 Sep 2002 16:00:30 -0600 Subject: [rt-users] little help w/ fastcgi please... Message-ID: <200209281600.30242.ken@teamcool.net> howdy folks: i wanted to test out rt2 with vhosts and fstcgi. box is FreeBSD and has suid perl enabled. perl, version 5.005_03. when i try to access the web ui i get the following: Insecure dependency in mkdir while running setgid at /usr/libdata/perl/5.00503/File/Path.pm line 137, chunk 1. Stack: [/usr/libdata/perl/5.00503/File/Path.pm:137] [/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Interp.pm:566] [/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Interp.pm:258] [/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm:174] [/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Request.pm:138] [/usr/local/lib/perl5/site_perl/5.005/Class/Container.pm:194] [/usr/local/lib/perl5/site_perl/5.005/Class/Container.pm:257] [/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Interp.pm:168] [/usr/local/lib/perl5/site_perl/5.005/HTML/Mason/Interp.pm:162] [/home/www/foo.com/rt/bin/mason_handler.fcgi:208] vhost block of apache (1.3.26) looks like this: DocumentRoot /home/www/foo.com/rt/WebRT/html ServerName rt.foo.com AddHandler fastcgi-script fcgi fcgi fpl FastCgiServer /home/www/foo.com/rt/bin/mason_handler.fcgi ScriptAlias / /home/www/foo.com/rt/mason_handler.fcgi/ Alias /NoAuth/images/rt.jpg /home/www/foo.com/rt/WebRT/html/NoAuth/images/rt.jpg http-err.log yields warning like this: [Sat Sep 28 15:31:37 2002] [notice] FastCGI: process manager initialized (pid 5653) [Sat Sep 28 15:31:37 2002] [warn] FastCGI: server "/home/www/foo.com/rt/bin/mason_handler.fcgi" started (pid 5654) [Sat Sep 28 15:31:38 2002] [notice] Apache/1.3.26 (Unix) mod_fastcgi/2.2.12 mod_ssl/2.8.10 OpenSSL/0.9.6e configured -- resuming normal operations [Sat Sep 28 15:31:38 2002] [notice] Accept mutex: flock (Default: flock) don't know if this has relevance, but rt group is member of apache group www and logs dir is chgrp'd to rt and chmod'd to 755. rt log file gets ceated thusly however: -rw------- 1 www rt 0 Sep 28 14:54 rt.log80 i'm not much of a perl person. anyone can give me a clue or two?? tia-- ken