layout, which meant that you could clag sections of
httpd.conf and so forth into your comments and have the formatting
preserved.  The trickiness with the automagic text formatting kills all
that, and I can't see a way to do one or the other without culling a lot of
the ShowTransaction code.  So, consider this a feature request to be able to
dump preformatted stuff into a ticket and have the layout preserved.

-- 
jaq at spacepants.org                           http://spacepants.org/jaq.gpg


From gregory.hosler at accessgate.com.sg  Wed Apr  9 01:03:30 2003
From: gregory.hosler at accessgate.com.sg (Gregory Hosler)
Date: Wed, 09 Apr 2003 13:03:30 +0800 (SGT)
Subject: [rt-users] NotifyAdminCcsAsComment vs NotifyAdminCcs
In-Reply-To: 
Message-ID: 

On 08-Apr-2003 Martin Schapendonk wrote:
># in RT2, in a scrips, what is the difference between
># NotifyAdminCcsAsComment and
># NotifyAdminCcs ?
> 
> The difference is the address RT uses to send its mail from.
> 
> NotifyAdminCcsAsComment uses the queue comment address to send mail (i.e.
> replies from AdminCcs will be recorded as comments).
> 
> NotfifyAdminCcs uses the queue correspond address to send mail (i.e. replies
> from AdminCcs will be send to the requestor as correspondence).

ah. ok.

thanks. that clears up a few things I had questions about :)

best rgds,

-Greg

----------------------------------
E-Mail: Gregory Hosler 
Date: 09-Apr-2003
Time: 12:57:10

  If each of us have one object, and we exchange them,
     then each of us still has one object.
  If each of us have one idea,   and we exchange them,
     then each of us now has two ideas.

----------------------------------


From glynn at makati.techsquare.com  Wed Apr  9 02:36:31 2003
From: glynn at makati.techsquare.com (Glynn Condez)
Date: Wed, 9 Apr 2003 14:36:31 +0800
Subject: [rt-users] RT2/3 User guide
References:  <04aa01c2fdaf$a8961f30$8201a8c0@Phoenix>
Message-ID: <001c01c2fe62$5bd63410$8201a8c0@Phoenix>

Hi all,

Been waiting for the new RT3 manual to come out.
is it possible to come out today?


tia


> > FYI
> >
> > -----Oorspronkelijk bericht-----
> > Van: Jesse Vincent [mailto:jesse at bestpractical.com]
> > Verzonden: dinsdag 8 april 2003 9:17
> > Aan: Martin Schapendonk
> > Onderwerp: Re: [rt-users] RT2/3 User guide
> >
> >
> > http://bestpractical.com/rt/docs.html (The RT3 manual is due for an
> > update tomorrow)
> >
> >
> >
> > On Tue, Apr 08, 2003 at 09:10:50AM +0200, Martin Schapendonk wrote:
> > > Have you tried http://fsck.com/rtfm ?
> > >
> > > Regards,
> > >
> > > Martin
> > > _______________________________________________
> > > 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
> >
>
> _______________________________________________
> 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 A.Hinrichsen at gmx.net  Wed Apr  9 04:26:27 2003
From: A.Hinrichsen at gmx.net (Arne Hinrichsen)
Date: Wed, 9 Apr 2003 10:26:27 +0200 (MEST)
Subject: [rt-users] Re: Ticket escalation in RT3
References: <31052.1049648306@www1.gmx.net>
Message-ID: <8726.1049876787@www63.gmx.net>

Hi,

I'm sorry to post this again, but I'm stuck. I tried to use the tool
"escalator"
from the contrib area with RT3 without success. It does not seem to work
with RT3 out of the box.

Can someone please tell me how to activate autmatic priority
escalation in RT3? We really need this and I can't find a solution anywhere.


Thanks for any help.

Arne


> Hi,
> 
> I'm running RT3 and I'm unsure on how the ticket priority escalation works
> in
> RT3 now since some postings said that RT3 has escalation built in.
> 
> 
> Is it still http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/escalator
> which the .pm file refers to an which needs to be put into crontab ?
> 
> TIA
> 
> Arne Hinrichsen



From jaq at spacepants.org  Wed Apr  9 04:48:52 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Wed, 9 Apr 2003 18:48:52 +1000
Subject: [rt-users] Re: Ticket escalation in RT3
In-Reply-To: <8726.1049876787@www63.gmx.net>
References: <31052.1049648306@www1.gmx.net> <8726.1049876787@www63.gmx.net>
Message-ID: <20030409084852.GJ16558@spacepants.org>

This one time, at band camp, Arne Hinrichsen wrote:
>I'm sorry to post this again, but I'm stuck. I tried to use the tool
>"escalator"
>from the contrib area with RT3 without success. It does not seem to work
>with RT3 out of the box.

How about bin/rt-crontool in the RT3 distribution?  It even has command line
help!  with examples!

-- 
jaq at spacepants.org                           http://spacepants.org/jaq.gpg


From Andreas.Warnke at 3SOFT.de  Wed Apr  9 05:50:01 2003
From: Andreas.Warnke at 3SOFT.de (Warnke, Andreas)
Date: Wed, 9 Apr 2003 11:50:01 +0200
Subject: [rt-users] List of bugs in 2.0.15
Message-ID: <50C52FFF0D55E540AD943758F4208370148C48@corvus.de.3soft>

Hello,

The buglist
http://fsck.com/rt2/NoAuth/Buglist.html
is a bit cryptic since I dont have access to error descriptions.

Is there anywhere an other list of 
- known bugs and
- unimplemented features
for Version 2.0.15?

If not, are the following assumptions correct:

The 'Limit depth to' entry for KeywordSelects is ignored
The 'CC' Field of comments (not that of tickets) is ignored
The rights for Watcher-Pseudogroups (especially the Requestor) are
ignored
The search for 'Keywrd1=XY, Keywrd1=ZX' has some tickets as result that
don't match either criterion

Kind Regards
Andreas
--
Andreas Warnke
3SOFT GmbH, Frauenweiherst. 14, 91058 Erlangen
Tel.: +49-9131-7701-274 mailto:Andreas.Warnke at 3SOFT.de
Fax: +49-9131-7701-333 http://www.3SOFT.de


From EMandel at worldnow.com  Wed Apr  9 07:14:45 2003
From: EMandel at worldnow.com (Eric Mandel)
Date: Wed, 9 Apr 2003 07:14:45 -0400 
Subject: [rt-users] Rt2-to-rt3 v1.7 Migration woes
Message-ID: 

Hi. I've searched around and haven't found a similar problem. I am trying to
migrate a 5k ticket database to rt3. The users import without error, but
when it gets to the groups it generates the following error 3 times:

Importing groups
[Wed Apr  9 11:03:19 2003] [warning]: Use of uninitialized value in join or
string at (eval 1431) line 2.
 (/opt/rt3/lib/RT.pm:220)

It then goes on to import tickets with errors stating the ticket owner has
no rights for the queue:

Importing tickets
...[Wed Apr  9 10:42:49 2003] [warning]: User ssingh(270) was proposed as a
ticket owner but has no rights to own tickets in HelpDesk
(/opt/rt3/lib/RT/Ticket_Overlay.pm:431)

Here's my group section of the metadata:

'Group' => [
                       {
                         'id' => '7',
                         'Name' => 'ACT-Users',
                         'Member' => [
                                       '10',
                                       '11',
                                       '12',
                                       '13',
                                       '14',
                                       '15',
                                       '16',
                                       '17'
                                     ]
                       },
                       {
                         'id' => '10',
                         'Name' => 'DBA',
                         'Member' => [
                                       '25',
                                       '33'
                                     ]
                       },
                       {
                         'id' => '9',
                         'Name' => 'Internal Infrast',
                         'Member' => [
                                       '10',
                                       '11',
                                       '25',
                                       '30',
                                       '129'
                                     ]
                       },
                       {
                         'id' => '8',
                         'Name' => 'Level_2_Techs',
                         'Member' => [
                                       '10',
                                       '11',
                                       '12',
                                       '13'
                                     ]
                       },
                       {
                         'id' => '12',
                         'Name' => 'Perf',
                         'Member' => [
                                       '13'
                                     ]
                       },
                       {
                         'id' => '6',
                         'Name' => 'Prod_Infra',
                         'Member' => [
                                       '4'
                                     ]
                       },
                       {
                         'id' => '11',
                         'Name' => 'Security',
                         'Member' => [
                                       '11'
                                     ]
                       }
                     ],

Thanks for all your help.

-Eric

Eric Mandel

 
Enabling media companies to build powerful new businesses on the Internet
 
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From r at elhames.co.uk  Wed Apr  9 08:27:16 2003
From: r at elhames.co.uk (R El -Hames)
Date: Wed, 9 Apr 2003 13:27:16 +0100
Subject: [rt-users] Upgrading from rt2 to rt3
Message-ID: <004101c2fe93$5bb39aa0$6e70840a@maximus>

Hi there;

Is there any where where I can find documentation or instruction on how to upgrade from rt2 to rt3..
I used make upgrade but it did not work; Any help will be greatly appreciated..

Roy



From bilsby at signal.qinetiq.com  Wed Apr  9 09:49:08 2003
From: bilsby at signal.qinetiq.com (David Bilsby)
Date: Wed, 9 Apr 2003 14:49:08 +0100 (BST)
Subject: [rt-users] Attempt to serve directory
Message-ID: <200304091349.OAA04636@bengal>

Hi
	I have setup and installed RT 3.0.0. I am using Solaris 2.6 with Apache 
2.0.45 and perl 5.8.0. I also installed mod_perl2. I setup the web interface to 
sit on a virtual host as suggested in the docs.
	
	Everything seems to work alright except that if I don't specify an html 
file in all URLs, I get a "Attempt to serve directory" error. I have had this 
before on other virtual hosts and solved the problem with a DirectoryIndex line 
in the apache config file pointing to index.html. On this virtual hosts however 
it fails.
	
	It seems to only happen if I have all the perl stuff setup. That is if I 
comment out the PerlModule, etc settings in the virtual host and just leave it 
to serve the RT/share/html pages, then I can specify the URL without an 
explicite html file.
	
	Has anyone come across this before.
	
	
		David.
		
-----------------------------------------------------------------------------
| Real-Time Embedded Systems Group   | David Bilsby    (Senior Engineer)    |
| email: d.bilsby at signal.qinetiq.com | QinetiQ Ltd                          |
| Tel:  +44 (1684) 896158            | Room E306, St Andrews Road,          |
| Fax:  +44 (1684) 894952            | Malvern, Worcs, WR14 3PS, ENGLAND    |
-----------------------------------------------------------------------------

The Information contained in this e-mail and any subsequent correspondence 
is private and is intended solely for the intended recipient(s). For those 
other than the intended recipient any disclosure, copying, distribution, or 
any action taken or omitted to be taken in reliance on such information is 
prohibited and may be unlawful.

The views expressed herein are entirely those of the author and do not
represent the views, policy or understanding of any other person or
official body.





From mjj at isorauta.ntc.nokia.com  Wed Apr  9 09:57:29 2003
From: mjj at isorauta.ntc.nokia.com (Mike Jackson)
Date: Wed, 9 Apr 2003 16:57:29 +0300
Subject: [rt-users] restrict ticket creation to webform
Message-ID: <20030409135729.GA803@isorauta.ntc.nokia.com>

Hi,
 I have a web based template that I want to force users to use to create
new support requests.

 I would like to disable the possibility that someone can send an email
to the queue's address and create a ticket. I would like for them to be
able to reply to tickets via email, once the RT support person has
replied to the initial ticket.

 Any ideas on how to configure RT to only accept intial requests from
one script (on the same machine), but allow people to use email during
the later conversations?

Thanks!
-- 
Mike Jackson


From neruda at neruda.com  Wed Apr  9 12:21:34 2003
From: neruda at neruda.com (Steve Neruda)
Date: Wed, 09 Apr 2003 09:21:34 -0700
Subject: [rt-users] owner not alerted if ticket created via Web UI`
Message-ID: <3E94488E.5060905@neruda.com>

*This message was transferred with a trial version of CommuniGate(tm) Pro*
Normally when someone is assigned ownership of the ticket they receive 
email to alert them.  However if someone creates a ticket via the WWW 
interface and assigns it as part of the creation the owner isn't alerted.

I tried using an "OnCreate" notify owner but that dosen't seem to work. 
  Is this a bug or is there some sort of custom condition I need to use?

SteveN



From rthompson at interpublic.com  Wed Apr  9 13:00:25 2003
From: rthompson at interpublic.com (Ray Thompson)
Date: Wed, 9 Apr 2003 12:00:25 -0500
Subject: [rt-users] postfix: 405 Method Not Allowed
Message-ID: 

> 
> RT>     
> RT>         SetHandler perl-script
> RT>         PerlHandler RT::Mason
> RT>         AuthName "RT Web Users"
> RT>         AuthType Basic
> RT>         AuthLDAPURL ldap://chidir1.truenorth.com/o=True 
> North?uid?sub
> RT>         require valid-user
> RT>     
> 
> So *every* single page on your rt web site requires 
> authorization, even the stuff inside /NoAuth/.
> 

That was it.  I removed the LDAP auth requirements and was spam'd with AutoReplys from all of my test e-mails that had queued up.  

Thank you for the insight.  Or pointing out the obvious... :)



From frankie at etsetb.upc.es  Wed Apr  9 13:43:42 2003
From: frankie at etsetb.upc.es (Francesc Guasch Ortiz)
Date: Wed, 09 Apr 2003 19:43:42 +0200
Subject: [rt-users] postfix: 405 Method Not Allowed
In-Reply-To: <200304082021.WAA24819@mach.vub.ac.be>
References: <200304082021.WAA24819@mach.vub.ac.be>
Message-ID: <3E945BCE.50805@etsetb.upc.es>

Robert Jansen wrote:

Hi Robert, Ray and the others who answered. Thank you for trying
but I still can't make it work.
-----Original Message-----
 >> From: rt-users-admin at lists.fsck.com
 >> [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Francesc
 >> Guasch Ortiz
 >
>>>I can't make work the mailgate.
>>>This is redhat-8.0 with apache-1.3.27 perl-5.8.0 rpm.
>>>I built mod_perl-1.27 from sources. This works from the web 
>>>client, but when I try to send a mail to it I get:
>>>
>>>  status=deferred (temporary failure. Command output: An 
>>>Error Occurred 
>>>=================  405 Method Not Allowed )

> Hi, This problem has been handled before. I had the same problem when moving from rt2 to rt3.
> It's the Apache config which probably still contains a "Filematch" directive from the RT2 install.

I haven't upgraded, this is a fresh installataion of RT3.0

> Read the README or the 3.0 draftmanual where you will see in the install section that the Apache config has 
> changed slightly.

I followed the draftmanual when I installed it.

I had a problem and I can't run RT from the VirtualHost, so the
whole site serves the RT. I hope this isn't what brings the
problem. I have built some mod_perl servers before.

Instead of putting the directives in the VirtualHost, I  changed
the global variables. This is what I got:

   ServerName theserver.name.com
   DocumentRoot /opt/rt3/share/html
   AddDefaultCharset UTF-8

   
     Options FollowSymLinks
     AllowOverride None
   

   PerlModule Apache::DBI
   PerlRequire /opt/rt3/bin/webmux.pl
   DirectoryIndex index.html

   
         AddHandler perl-script .html
         PerlHandler RT::Mason
        Options Indexes
   

I didn't copied here some default config parameters
from the redhat rpm installation.

What am I missing ?



From nick at seakr.com  Wed Apr  9 13:59:01 2003
From: nick at seakr.com (Nick Couchman)
Date: Wed, 09 Apr 2003 11:59:01 -0600
Subject: [rt-users] Upgrading RT2 to RT3
Message-ID: <3E945F65.7090009@seakr.com>

I would like to take all my data from RT2 and put it in RT3 (I don't 
want to lose the old tickets, users, etc.).  Any way to do this?

Thanks,
Nick

-- 
You can't make a difference until you are willing to be different!
--
Nick Couchman
SEAKR Engineering, Inc.
6221 South Racine Circle
Centennial, CO 80111
Direct: (303) 784-7724
Main: (303) 790-8499
Fax: (303) 790-8720




From jesse at bestpractical.com  Wed Apr  9 14:16:32 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 9 Apr 2003 14:16:32 -0400
Subject: [rt-users] [rt-announce] RT2 to RT3 migration tool v1.8
Message-ID: <20030409181632.GG4018@fsck.com>

Now available from:

	http://bestpractical.com/pub/rt/devel/rt2-to-rt3.tar.gz

This release should improve the stability and accuracy of the import
process.

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


From LCanali at pd.state.gov  Wed Apr  9 14:31:22 2003
From: LCanali at pd.state.gov (Canali, Luigi)
Date: Wed, 9 Apr 2003 14:31:22 -0400 
Subject: [rt-users] installation problem on Apache/2.0.40
Message-ID: <4AA32E46BE67644FBDF0F6DDB76287CC9BB984@msxwashumbx2a.pd.state.gov>

Followed all the instructions in the readme and installed fine, but
index.html isn't being recognized as the default index page.  If I type
http://www.domainname.com, I get a 404, but if I type
http://www.domainname.com/index.html, everything comes up.  From this point,
I can navigate just fine until I hit links like for the Admin page:
http://www.domainname.com/Admin/ - here I get another 404, but if I add
index.html at the end, then the page displays.

I've tried everything to get this to work and I'm stumped:  	Options
Index Followsymlinks, +Indexes, DirectryIndex index.html.  Put these in
between , , ... you name it.
The Apache install is pretty much a stock install with rt running as a
virtual host off it's own external IP assigned through a 1-1 NAT to a 10.
address.  chmod -R 777 * and changing owner to same uid as apache server
don;t help either.

Any help would be appreciated.

Thanks




From justincl at u.washington.edu  Wed Apr  9 14:45:36 2003
From: justincl at u.washington.edu (justin m. clayton)
Date: Wed, 9 Apr 2003 11:45:36 -0700 (PDT)
Subject: [rt-users] Re: [rt-announce] RT2 to RT3 migration tool v1.8
In-Reply-To: <20030409181632.GG4018@fsck.com>
Message-ID: 

Is there an rt1-rt3 db conversion, or do I need to do it in 2 steps? Do I
need to install all of v2 before going to v3?

--Justin Clayton

On Wed, 9 Apr 2003, Jesse Vincent wrote:

> Now available from:
>
> 	http://bestpractical.com/pub/rt/devel/rt2-to-rt3.tar.gz
>
> This release should improve the stability and accuracy of the import
> process.
>
>

Justin Clayton
VLSI Research System Administrator
University of Washington
Electrical Engineering Dept
justincl at u.washington.edu
206/543.2523  EE/CSE 307E



From dcracauer at Integral7.com  Wed Apr  9 15:01:37 2003
From: dcracauer at Integral7.com (Cracauer, Dave)
Date: Wed, 9 Apr 2003 14:01:37 -0500
Subject: [rt-users] Login Problems
Message-ID: <9BA55A93C41DFA4186086A932EFF1AE10114D9D9@C1MAIL1.agiliti.net>

After having no luck moving rt2 from one server to another because of password problems, I decided to upgrade to rt3.

I've done a test upgrade, which appears to have gone well. However, I cannot login with a known good user and password. I keep getting the Your username or password is incorrect message.

Is there something inherent in the way rt handles passwords that makes it difficult to move to a new server?








From midgard at garnetws.com  Mon Apr  7 00:08:25 2003
From: midgard at garnetws.com (Miles Scruggs)
Date: Sun, 6 Apr 2003 21:08:25 -0700 (PDT)
Subject: [rt-users] Re: email send problems (One last time)
In-Reply-To: <5.1.0.14.2.20030404160218.038c0d68@unixmail.qualcomm.com>
References: <3735.1049488823@engr.wisc.edu> 
     <5.1.0.14.2.20030404160218.038c0d68@unixmail.qualcomm.com>
Message-ID: <4001.10.12.2.35.1049688505.squirrel@email.garnetws.com>

John Gedeon said:

> At 03:55 PM 4/4/2003, Miles Scruggs wrote:
>>Yes I have blank Scrips.

Actually I lied, I guess I don't have blank global scrips.  There is a
script and it does send out some mail for every action.  (as you can see
from the logs that I posted.)  Now I can't tell for the life of me what is
happening.  I'm not getting a whole lot help from the list either.

Miles

>
> In RT2 (which I am familiar with) if you have no scrips no emails will go
> out of the RT system and no errors will be reported since the scrips
> define
> the actions for rt to take including sending email when someone updates a
> ticket. I would check out those and set them before looking into the MTA
>
> Then again I am not familiar with RT 3
>
RT 3 is probaly the same, since scrips are the actions for everything done
is looks like.

>> > > >>
>> > > >> For some reason mail is not getting sent out when I
>> > update tickets
>> > > >> or do
>> > > >> any sort of ticket activity.  This isn t just to my mail
>> > address but to
>> > > >> all the ones that I put in bcc cc and admincc etc.  Here
>> > is what I have
>> > > >> in siteconfig
>> > > >>
>> > > >>
>> > > >>
>> > > >> #Sendmail Configuration
>> > > >>
>> > > >>
>> > > >>
>> > > >>
>> > > >>
>> > > >> Set($MailCommand , 'sendmailpipe');
>> > > >>
>> > > >>
>> > > >>
>> > > >> Set($SendmailArguments , "-oi -t");
>> > > >>
>> > > >>
>> > > >>
>> > > >> Set($SendmailPath , "/var/qmail/bin/sendmail");
>> > > >>
>> > > >>
>> > > >>
>> > > >> I m not sure what I m missing since the logs show that
>> > the mail is
>> > > >> being
>> > > >> sent
>> > > >>
>> > > >>
>> > > >>
>> > > >> [Wed Apr  2 23:49:09 2003] [info]: RT::Scrip=HASH(0x939a1bc):
>> > > >> Couldn't
>> > > >> prepare Open Tickets (/usr/local/RT/lib/RT/Scrip_Overlay.pm:338)
>> > > >>
>> > > >> [Wed Apr  2 23:49:10 2003] [info]:
>> > > >>  #7/24 - Scrip 4
>> > > >> (/usr/local/RT/lib/RT/Action/SendEmail.pm:91)
>> > > >>
>> > > >> [Wed Apr  2 23:49:10 2003] [info]:
>> > > >>  sent To:
>> > Cc:  Bcc:
>> > > >> exothermic at softhome.net
>> > (/usr/local/RT/lib/RT/Action/SendEmail.pm:205)
>> > > >>
>> > > >> [Wed Apr  2 23:49:11 2003] [info]:
>> > > >>  #7/24 - Scrip 5
>> > > >> (/usr/local/RT/lib/RT/Action/SendEmail.pm:91)
>> > > >>
>> > > >> [Wed Apr  2 23:49:11 2003] [info]:
>> > > >>  sent To:
>> > > >> miles.scruggs at garnetws.com Cc:
>> > exothermic at digitalphotobox.net Bcc:
>> > > >> (/usr/local/RT/lib/RT/Action/SendEmail.pm:205)
>> > > >>
>> > > >> [Wed Apr  2 23:49:11 2003] [info]:
>> > > >>  #7/24 - Scrip 6
>> > > >> (/usr/local/RT/lib/RT/Action/SendEmail.pm:91)
>> > > >>
>> > > >> [Wed Apr  2 23:49:11 2003] [info]:
>> > > >>  No
>> > recipients found. Not
>> > > >> sending. (/usr/local/RT/lib/RT/Action/SendEmail.pm:170)
>> > > >>
>> > > >>
>> > > >>
>> > > >> I m a little disconcerned with that fist line in the log file
>> > > >>
>> > > >>
>> > > >>
>> > > >> [Wed Apr  2 23:49:09 2003] [info]: RT::Scrip=HASH(0x939a1bc):
>> > > >> Couldn't
>> > > >> prepare Open Tickets (/usr/local/RT/lib/RT/Scrip_Overlay.pm:338)
>> > > >>
>> > > >>
>> > > >>
>> > > >> but instincts tell me that isn t where my mail problem lies
>> > > >>
>> > > >>
>> > > >>
>> > > >> My MTA is qmail and has been working great for two years.
>> > > >> Qmail-smtp
>> > > >> logs don t turn up any mail being sent to it from rt
>> > > >>
>> > > >>
>> > > >>
>> > > >> Any help
>> > > >>
>> > > >>
>> > > >>
>> > > >> Miles
>> > > >>
>> > > >>
>> > > >
>> > > >
>> > > > --
>> > > > <>< Proverbs 3:5-6 "Trust in the Lord with all your heart
>> > and lean
>> > > > not on
>> > > > your own understanding;
>> > > >                               in all your ways
>> > acknowledge him, and he
>> > > > will make your paths straight."
>> > > >
>> > > > _______________________________________________
>> > > > rt-users mailing list
>> > > > rt-users at lists.fsck.com
>> > > > http://lists.fsck.com/mailman/listinfo/rt-users
>> > > >
>> > > > Have you read the FAQ? The RT FAQ Manager lives at
>> > > > http://fsck.com/rtfm
>> > >
>> > > _______________________________________________
>> > > rt-users mailing list
>> > > rt-users at lists.fsck.com
>> > > http://lists.fsck.com/mailman/listinfo/rt-users
>> > >
>> > > Have you read the FAQ? The RT FAQ Manager lives at
>> > > http://fsck.com/rtfm
>> > >
>> >
>> >
>> > --
>> > -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
>> > -=-=-=-=-=-=-=-=-
>> > Jeff Ballard    608-265-5090
>> > Assistant Director and Unix Systems Manager
>> > Computer-Aided Engineering
>> >
>> >
>> >
>>
>>_______________________________________________
>>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 3:5-6 "Trust in the Lord with all your heart and lean not on
> your own understanding;
>                                in all your ways acknowledge him, and he
> will make your paths straight."
>
> _______________________________________________
> 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 midgard at garnetws.com  Mon Apr  7 05:33:34 2003
From: midgard at garnetws.com (Miles Scruggs)
Date: Mon, 7 Apr 2003 02:33:34 -0700
Subject: [rt-users] Re: email send problems (One last time) 
In-Reply-To: <000901c2fb06$5202b580$0100a8c0@canuck>
Message-ID: <004701c2fce8$e6117070$0100a8c0@canuck>

John Gedeon said:

> At 03:55 PM 4/4/2003, Miles Scruggs wrote:
>>Yes I have blank Scrips.

Actually I lied, I guess I don't have blank global scrips.  There is a
script and it does send out some mail for every action.  (as you can see
from the logs that I posted.)  Now I can't tell for the life of me what
is
happening.  I'm not getting a whole lot help from the list either.

Miles

>
> In RT2 (which I am familiar with) if you have no scrips no emails will
go
> out of the RT system and no errors will be reported since the scrips
> define
> the actions for rt to take including sending email when someone
updates a
> ticket. I would check out those and set them before looking into the
MTA
>
> Then again I am not familiar with RT 3
>
RT 3 is probaly the same, since scrips are the actions for everything
done
is looks like.

>> > > >>
>> > > >> For some reason mail is not getting sent out when I
>> > update tickets
>> > > >> or do
>> > > >> any sort of ticket activity.  This isn t just to my mail
>> > address but to
>> > > >> all the ones that I put in bcc cc and admincc etc.  Here
>> > is what I have
>> > > >> in siteconfig
>> > > >>
>> > > >>
>> > > >>
>> > > >> #Sendmail Configuration
>> > > >>
>> > > >>
>> > > >>
>> > > >>
>> > > >>
>> > > >> Set($MailCommand , 'sendmailpipe');
>> > > >>
>> > > >>
>> > > >>
>> > > >> Set($SendmailArguments , "-oi -t");
>> > > >>
>> > > >>
>> > > >>
>> > > >> Set($SendmailPath , "/var/qmail/bin/sendmail");
>> > > >>
>> > > >>
>> > > >>
>> > > >> I m not sure what I m missing since the logs show that
>> > the mail is
>> > > >> being
>> > > >> sent
>> > > >>
>> > > >>
>> > > >>
>> > > >> [Wed Apr  2 23:49:09 2003] [info]: RT::Scrip=HASH(0x939a1bc):
>> > > >> Couldn't
>> > > >> prepare Open Tickets
(/usr/local/RT/lib/RT/Scrip_Overlay.pm:338)
>> > > >>
>> > > >> [Wed Apr  2 23:49:10 2003] [info]:
>> > > >>  #7/24 - Scrip 4
>> > > >> (/usr/local/RT/lib/RT/Action/SendEmail.pm:91)
>> > > >>
>> > > >> [Wed Apr  2 23:49:10 2003] [info]:
>> > > >>  sent To:
>> > Cc:  Bcc:
>> > > >> exothermic at softhome.net
>> > (/usr/local/RT/lib/RT/Action/SendEmail.pm:205)
>> > > >>
>> > > >> [Wed Apr  2 23:49:11 2003] [info]:
>> > > >>  #7/24 - Scrip 5
>> > > >> (/usr/local/RT/lib/RT/Action/SendEmail.pm:91)
>> > > >>
>> > > >> [Wed Apr  2 23:49:11 2003] [info]:
>> > > >>  sent To:
>> > > >> miles.scruggs at garnetws.com Cc:
>> > exothermic at digitalphotobox.net Bcc:
>> > > >> (/usr/local/RT/lib/RT/Action/SendEmail.pm:205)
>> > > >>
>> > > >> [Wed Apr  2 23:49:11 2003] [info]:
>> > > >>  #7/24 - Scrip 6
>> > > >> (/usr/local/RT/lib/RT/Action/SendEmail.pm:91)
>> > > >>
>> > > >> [Wed Apr  2 23:49:11 2003] [info]:
>> > > >>  No
>> > recipients found. Not
>> > > >> sending. (/usr/local/RT/lib/RT/Action/SendEmail.pm:170)
>> > > >>
>> > > >>
>> > > >>
>> > > >> I m a little disconcerned with that fist line in the log file
>> > > >>
>> > > >>
>> > > >>
>> > > >> [Wed Apr  2 23:49:09 2003] [info]: RT::Scrip=HASH(0x939a1bc):
>> > > >> Couldn't
>> > > >> prepare Open Tickets
(/usr/local/RT/lib/RT/Scrip_Overlay.pm:338)
>> > > >>
>> > > >>
>> > > >>
>> > > >> but instincts tell me that isn t where my mail problem lies
>> > > >>
>> > > >>
>> > > >>
>> > > >> My MTA is qmail and has been working great for two years.
>> > > >> Qmail-smtp
>> > > >> logs don t turn up any mail being sent to it from rt
>> > > >>
>> > > >>
>> > > >>
>> > > >> Any help
>> > > >>
>> > > >>
>> > > >>
>> > > >> Miles



 
 
 
 
 



From rjansen at vub.ac.be  Wed Apr  9 19:23:52 2003
From: rjansen at vub.ac.be (Robert Jansen)
Date: Thu, 10 Apr 2003 01:23:52 +0200 (MET DST)
Subject: [rt-users] Request for Buglist.html example
Message-ID: <200304092323.BAA13069@mach.vub.ac.be>

Hi Jesse,

I'm currently working on the modeling of a working emvironment for our
Network Support Team and would like to implement a Guest view on the open ticket via the NoAuth
directory.

It seems that the old Buglist.html file in the 
http://www.fsck.com/pub/rt/contrib/2.0 directory is hopelessly out of date.

Could you please provide the community with the http://rt3.fsck.com/NoAuth/Buglist.html file as an example
for the RT 3.0 API ?

Thanks in advance.

Jansen Robert
Network Manager


From jesse at bestpractical.com  Wed Apr  9 19:27:23 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 9 Apr 2003 19:27:23 -0400
Subject: [rt-users] Request for Buglist.html example
In-Reply-To: <200304092323.BAA13069@mach.vub.ac.be>
References: <200304092323.BAA13069@mach.vub.ac.be>
Message-ID: <20030409232723.GI4018@fsck.com>




On Thu, Apr 10, 2003 at 01:23:52AM +0200, Robert Jansen wrote:
> Hi Jesse,
> 
> I'm currently working on the modeling of a working emvironment for our
> Network Support Team and would like to implement a Guest view on the open ticket via the NoAuth
> directory.
> 
> It seems that the old Buglist.html file in the 
> http://www.fsck.com/pub/rt/contrib/2.0 directory is hopelessly out of date.
> 
> Could you please provide the community with the http://rt3.fsck.com/NoAuth/Buglist.html file as an example
> for the RT 3.0 API ?
> 
> Thanks in advance.
> 
> Jansen Robert
> Network Manager
> _______________________________________________
> 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.
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From gordon at morenet.net.nz  Wed Apr  9 20:48:37 2003
From: gordon at morenet.net.nz (Gordon Smith)
Date: Thu, 10 Apr 2003 12:48:37 +1200
Subject: [rt-users] BUG? RT-3.0.0 & PDF attachments
In-Reply-To: <20030409232723.GI4018@fsck.com>
Message-ID: <002d01c2fefa$eed9de90$fa01a8c0@Gordonlaptop>

Hi all,

Can someone else verify this?

If a pdf attachment is picked up by RT, it becomes inaccessable.
The error I'm seeing here is the RT user is told that the pdf is
password protected (it isn't) and refuses to open.

If the pdf is downloaded from RT and saved locally, the same problem
occurs.

Gordon Smith  CCNA
Network Operations Manager

MoreNet Ltd

PGP Fingerprint: 4B12 FBE4 784A 3294 6637 4587 AB6F C893 AB2C 952C 







From gordon at morenet.net.nz  Wed Apr  9 21:29:58 2003
From: gordon at morenet.net.nz (Gordon Smith)
Date: Thu, 10 Apr 2003 13:29:58 +1200
Subject: [rt-users] BUG? RT-3.0.0 & PDF attachments
In-Reply-To: <002d01c2fefa$eed9de90$fa01a8c0@Gordonlaptop>
Message-ID: <003d01c2ff00$b6216540$fa01a8c0@Gordonlaptop>

OK, we've done some more testing.
RT is definitely corrupting attachments.
Excel spreadsheets are also affected.

Any suggestions for work-arounds gratefully received  :-)

Cheers,
Gordon





From jesse at bestpractical.com  Wed Apr  9 21:40:07 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 9 Apr 2003 21:40:07 -0400
Subject: [rt-users] BUG? RT-3.0.0 & PDF attachments
In-Reply-To: <003d01c2ff00$b6216540$fa01a8c0@Gordonlaptop>
References: <002d01c2fefa$eed9de90$fa01a8c0@Gordonlaptop> <003d01c2ff00$b6216540$fa01a8c0@Gordonlaptop>
Message-ID: <20030410014007.GK4018@fsck.com>

For starters, why don't you tell us exactly what database, web server
configuration, operating system and perl versions you're running with.

Please send a second copy of your bug report to rt-3.0-bugs at fsck.com
with a _small_ PDF attached to it to demonstrate the problem.


On Thu, Apr 10, 2003 at 01:29:58PM +1200, Gordon Smith wrote:
> OK, we've done some more testing.
> RT is definitely corrupting attachments.
> Excel spreadsheets are also affected.
> 
> Any suggestions for work-arounds gratefully received  :-)
> 
> Cheers,
> Gordon
> 
> 
> 
> _______________________________________________
> 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 gordon at morenet.net.nz  Wed Apr  9 21:53:04 2003
From: gordon at morenet.net.nz (Gordon Smith)
Date: Thu, 10 Apr 2003 13:53:04 +1200
Subject: [rt-users] BUG? RT-3.0.0 & PDF attachments
In-Reply-To: <20030410014007.GK4018@fsck.com>
Message-ID: <004501c2ff03$f080c1b0$fa01a8c0@Gordonlaptop>

Sorry Jesse,

MySQL is MySQL-Max-4.0.12-0
Perl 5.8.0
mod-perl-1.27
apache_1.3.27

mod-perl is statically compiled, not a DSO
Also has PHP 4.3.2-RC1 compiled in to apache.

Apache config:


 DocumentRoot /usr/local/rt3/share/html
 ServerName rt.morenet.net.nz
 PerlModule Apache::DBI
 PerlFreshRestart On
 PerlRequire /usr/local/rt3/bin/webmux.pl
 
  SetHandler perl-script
  PerlHandler RT::Mason
 
 
 Options ExecCGI
 


All dependencies test OK.

Base install is RedHat 7.1 (yes, it's scheduled to be upgraded to 9.0
soon)
We've tested the mail & virus scanning server to make sure we're not
corrupting data there.

New requests are retrieved from the mail server using fetchmail, and
added to RT.
Tickets & headers look fine, just seems to be attachments that suffer
(MIME prob maybe?)

Cheers,
Gordon





From jesse at bestpractical.com  Wed Apr  9 22:04:52 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 9 Apr 2003 22:04:52 -0400
Subject: [rt-users] BUG? RT-3.0.0 & PDF attachments
In-Reply-To: <004501c2ff03$f080c1b0$fa01a8c0@Gordonlaptop>
References: <20030410014007.GK4018@fsck.com> <004501c2ff03$f080c1b0$fa01a8c0@Gordonlaptop>
Message-ID: <20030410020452.GM4018@fsck.com>

Can you try direct local delivery, taking fetchmail out of the mix?


On Thu, Apr 10, 2003 at 01:53:04PM +1200, Gordon Smith wrote:
> Sorry Jesse,
> 
> MySQL is MySQL-Max-4.0.12-0
> Perl 5.8.0
> mod-perl-1.27
> apache_1.3.27
> 
> mod-perl is statically compiled, not a DSO
> Also has PHP 4.3.2-RC1 compiled in to apache.
> 
> Apache config:
> 
> 
>  DocumentRoot /usr/local/rt3/share/html
>  ServerName rt.morenet.net.nz
>  PerlModule Apache::DBI
>  PerlFreshRestart On
>  PerlRequire /usr/local/rt3/bin/webmux.pl
>  
>   SetHandler perl-script
>   PerlHandler RT::Mason
>  
>  
>  Options ExecCGI
>  
> 
> 
> All dependencies test OK.
> 
> Base install is RedHat 7.1 (yes, it's scheduled to be upgraded to 9.0
> soon)
> We've tested the mail & virus scanning server to make sure we're not
> corrupting data there.
> 
> New requests are retrieved from the mail server using fetchmail, and
> added to RT.
> Tickets & headers look fine, just seems to be attachments that suffer
> (MIME prob maybe?)
> 
> Cheers,
> Gordon
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

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


From pdh at bestpractical.com  Wed Apr  9 22:46:09 2003
From: pdh at bestpractical.com (Phil Homewood)
Date: Thu, 10 Apr 2003 12:46:09 +1000
Subject: [rt-users] installation problem on Apache/2.0.40
In-Reply-To: <4AA32E46BE67644FBDF0F6DDB76287CC9BB984@msxwashumbx2a.pd.state.gov>
References: <4AA32E46BE67644FBDF0F6DDB76287CC9BB984@msxwashumbx2a.pd.state.gov>
Message-ID: <20030410024609.GC1120@luggage.internal.moreton.com.au>

Canali, Luigi wrote:
> Followed all the instructions in the readme and installed fine, but
> index.html isn't being recognized as the default index page.  If I type
> http://www.domainname.com, I get a 404, but if I type
> http://www.domainname.com/index.html, everything comes up.  From this point,

See http://lists.fsck.com/pipermail/rt-devel/2003-March/003656.html
(different symptoms, same underlying cause.)
-- 
?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From pongco at infophil.com  Wed Apr  9 22:48:50 2003
From: pongco at infophil.com (Rene L. Pongco Jr.)
Date: Thu, 10 Apr 2003 10:48:50 +0800
Subject: [rt-users] filter incoming messages into queues
Message-ID: <3E94DB92.4060002@infophil.com>

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From pdh at bestpractical.com  Wed Apr  9 22:48:21 2003
From: pdh at bestpractical.com (Phil Homewood)
Date: Thu, 10 Apr 2003 12:48:21 +1000
Subject: [rt-users] Attempt to serve directory
In-Reply-To: <200304091349.OAA04636@bengal>
References: <200304091349.OAA04636@bengal>
Message-ID: <20030410024821.GD1120@luggage.internal.moreton.com.au>

David Bilsby wrote:
> 	I have setup and installed RT 3.0.0. I am using Solaris 2.6 with Apache 
> 2.0.45 and perl 5.8.0. I also installed mod_perl2. I setup the web interface to 
> sit on a virtual host as suggested in the docs.



See http://lists.fsck.com/pipermail/rt-devel/2003-March/003656.html

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


From jason-alexander at uiowa.edu  Wed Apr  9 22:53:14 2003
From: jason-alexander at uiowa.edu (jason-alexander at uiowa.edu)
Date: Wed,  9 Apr 2003 21:53:14 -0500
Subject: [rt-users] Modified BugList.html and Global Custom Fields
Message-ID: <1049943194.3e94dc9a3c487@webmail2.its.uiowa.edu>

Hello all,

First of all I will admin that I am not very good with Perl. It's something I 
am trying to learn in my non-existent free time. 

Tonight I saw Jesse's Buglist.html. This was the one thing that was keeping my 
boss from letting me move our security database to RT.  So I started hacking 
away. What I was trying to accomplish was to simply print out new and open 
tickets from all the queues for our help desk to look at.  I got most of this 
working except for one problem.  We have about 15 Global Custom fields that we 
use in our tickets.  But for the life of me I can't get any of the values to 
print out.  I'm sure I'm just not calling something correctly.  And I'm sure 
it's probably a 5 minute thing but I don't have any idea. 

I tried to use the serverity field as an example changing the values to my 
global field but I don't get anything when buglist displays. 

I have attached my modified source to buglist.html.  Can anyone tell me or show 
me an example of out to get the values of custome field out.

thanks
Jason


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From jaq at spacepants.org  Thu Apr 10 00:00:02 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Thu, 10 Apr 2003 14:00:02 +1000
Subject: [rt-users] Attempt to serve directory
In-Reply-To: <4AA32E46BE67644FBDF0F6DDB76287CC9BB984@msxwashumbx2a.pd.state.gov> <200304091349.OAA04636@bengal>
References: <4AA32E46BE67644FBDF0F6DDB76287CC9BB984@msxwashumbx2a.pd.state.gov> <200304091349.OAA04636@bengal>
Message-ID: <20030410040002.GC7530@spacepants.org>

This one time, at band camp, David Bilsby wrote:
>	Has anyone come across this before.

This one time, at band camp, Canali, Luigi wrote:
>Followed all the instructions in the readme and installed fine, but
>index.html isn't being recognized as the default index page.  If I type
>http://www.domainname.com, I get a 404, but if I type
>http://www.domainname.com/index.html, everything comes up.  From this point,
>I can navigate just fine until I hit links like for the Admin page:
>http://www.domainname.com/Admin/ - here I get another 404, but if I add
>index.html at the end, then the page displays.


        ServerName rt.anchor.net.au
        DocumentRoot /opt/rt3/share/html
        AddDefaultCharset UTF-8
 
        # this line for Apache2 + modperl2 only
        PerlModule Apache2 Apache::compat
 
        PerlModule Apache::DBI
        PerlRequire /opt/rt3/bin/webmux.pl
 
        
                SetHandler perl-script
                PerlHandler RT::Mason
        
        
                SetHandler perl-script
                PerlHandler RT::Mason
        
        
                SetHandler perl-script
                PerlHandler RT::Mason
        

        
                SSLEngine On
                SSLCertificateFile /etc/ssl/rt.anchor.net.au_crt
                SSLCertificateKeyFile /etc/ssl/rt.anchor.net.au_key
        
 
        ServerAdmin rt-admin at anchor.net.au
 
        CustomLog /var/log/httpd/rt_access_log combined
        ErrorLog /var/log/httpd/rt_error_log


The important parts are the FileMatch and LocationMatch directives.

-- 
jaq at spacepants.org                           http://spacepants.org/jaq.gpg


From neruda at neruda.com  Wed Apr  9 23:17:20 2003
From: neruda at neruda.com (Steve Neruda)
Date: Wed, 09 Apr 2003 23:17:20 -0400
Subject: [rt-users] Modified BugList.html and Global Custom Fields
References: <1049943194.3e94dc9a3c487@webmail2.its.uiowa.edu>
Message-ID: <3E94E240.2070001@neruda.com>

Looking at my log files when I try to run it I see:

   Apr 10 00:14:04 gamma RT: Couldn't load  from the users database.  
(/opt/rt3/lib/RT/CurrentUser.pm:111) 

And the relevant snippet of code from CurrentUser.pm:

sub UserObj {
    my $self = shift;

    unless ($self->{'UserObj'}) {
        use RT::User;
        $self->{'UserObj'} = RT::User->new($self);
        unless ($self->{'UserObj'}->Load($self->Id)) {
            $RT::Logger->err($self->loc("Couldn't load [_1] from the 
users database.\n", $self->Id));
        }

    }
    return ($self->{'UserObj'});
}
# }}}

That's as far as I got debugging...hope this helps.

SteveN


jason-alexander at uiowa.edu wrote:

>Hello all,
>
>First of all I will admin that I am not very good with Perl. It's something I 
>am trying to learn in my non-existent free time. 
>
>Tonight I saw Jesse's Buglist.html. This was the one thing that was keeping my 
>boss from letting me move our security database to RT.  So I started hacking 
>away. What I was trying to accomplish was to simply print out new and open 
>tickets from all the queues for our help desk to look at.  I got most of this 
>working except for one problem.  We have about 15 Global Custom fields that we 
>use in our tickets.  But for the life of me I can't get any of the values to 
>print out.  I'm sure I'm just not calling something correctly.  And I'm sure 
>it's probably a 5 minute thing but I don't have any idea. 
>
>I tried to use the serverity field as an example changing the values to my 
>global field but I don't get anything when buglist displays. 
>
>I have attached my modified source to buglist.html.  Can anyone tell me or show 
>me an example of out to get the values of custome field out.
>
>thanks
>Jason
>
>
>  
>
>
> ------------------------------------------------------------------------
>
>
>   Current new and open tickets.
>
> <%PERL> my $tickets = new RT::Tickets($user); 
> $tickets->LimitStatus(VALUE => 'open'); $tickets->LimitStatus(VALUE => 
> 'new'); $tickets->OrderBy(FIELD => 'id', ALIAS => 'main', ORDER => 
> 'ASC'); % if ($tickets->Count) { Subject Status Queue Room
> %while (my $ticket = $tickets->Next) { % $i++; % my $room = 
> $ticket->CustomFieldValues($room_sel->id)->First; <%$ticket->Id%> 
> <%$ticket->Subject%> <%$ticket->Status%> <%$ticket->QueueObj->Name%> 
> Content%>
> % } % }
>
> <%INIT> my $user = new RT::CurrentUser('guest'); my $queue = new 
> RT::Queue($user); my $i; my $room_sel= RT::CustomField->new($user); 
> $room_sel->LoadByNameAndQueue(Name =>'Room', Queue => $queue->Id); 


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From jesse at bestpractical.com  Thu Apr 10 00:24:53 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 10 Apr 2003 00:24:53 -0400
Subject: [rt-users] ticket comment/reply access control bug
Message-ID: <20030410042453.GR4018@fsck.com>

There was a miscapitalized variable in the
RT/Interface/Email/Auth/MailFrom.pm. It'll be fixed in 3.0.1

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


From jonas at informatik.gu.se  Thu Apr 10 01:50:53 2003
From: jonas at informatik.gu.se (Jonas Oberg)
Date: Thu, 10 Apr 2003 07:50:53 +0200
Subject: [rt-users] Giving correct rights in RT3
Message-ID: <87adey99z6.fsf@fiona.informatik.gu.se>

I seem to be having a problem with autocreated users in RT3, and group
rights in general.

First problem: When a user is automatically created through the web
interface (by means of first authenticating with Radius, and then
having the system create a user per the REMOTE_USER variable), I get
these errors in the log:

[Thu Apr 10 05:45:00 2003] [crit]: User 217 is neither privileged nor unprivileged. something is drastically wrong. (/home/rt/lib/RT/User_Overlay.pm:322)

This is quite serious, since it means that if the user then tries to
send a support mail, we get these errors:

[Thu Apr 10 05:45:48 2003] [crit]: No permission to create tickets in the queue 'General' (/home/rt/lib/RT/Interface/Email.pm:585)
[Thu Apr 10 05:45:48 2003] [error]: Create failed: 0 / 0 / No permission to create tickets in the queue 'General'  (/home/rt/lib/RT/Interface/Email.pm:589)

While that could be seen as an advantage, I don't think our students
would agree :-)


Second problem: When a user has been created through the mail
interface, sending support mail works. However, for both this user,
and the one above, they can not file any new reports in the web
interface because the select box where they select Queue (in
/SelfService/Create.html) is empty. They do not get to see any of the
queues available.

I have modified the system group Everyone to include the global right
"SeeQueue" to no avail.


-- 
Jonas ?berg
Systems administrator/webmaster, Department of Informatics,
School of Economics and Commercial Law, Gothenburg University.
Phone. +46-31-7732717, Fax. +47-31-7734754


From rspier at pobox.com  Thu Apr 10 02:06:00 2003
From: rspier at pobox.com (Robert Spier)
Date: Wed, 09 Apr 2003 23:06:00 -0700
Subject: [rt-users] rt2 and rt3 on the same server?
In-Reply-To: <200304081323.22759.jhittner@vmsinfo.com>
References: <200304081323.22759.jhittner@vmsinfo.com>
Message-ID: 

>    Is there a way to have rt2 and rt3 installed on the same server?

Yes.  

All of the modules that RT3 requires are compatible with recent RT2s.
(Where recent is > 2.0.12 or 2.0.13 -- but if you are running RT2 you
should be running 2.0.15.)

There are a few different ways to configure your system.  The
"easiest" from some perspectives is just to have two separate Apache
installations. 

If that doesn't float your boat, you can have multiple RT instances
running in the same Apache - but *only one* can run under mod_perl.
This means that the other must be fastcgi (or speedycgi.)    (Or both
can be fastcgi.)  

-R

(p.s. I have my testing RT3 running as FastCGI in the same apache
running my production RT2 as mod_perl.  So I'm not just "thinking out
loud")


From jo at meder.de  Thu Apr 10 02:34:18 2003
From: jo at meder.de (Jo Meder)
Date: Thu, 10 Apr 2003 08:34:18 +0200
Subject: [rt-users] BUG: Corrupted binary attachments [was: RT-3.0.0 & PDF attachments]
Message-ID: <20030410063418.GD12994@meder.de>

Hi there!


From jesse at bestpractical.com  Thu Apr 10 02:38:24 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 10 Apr 2003 02:38:24 -0400
Subject: [rt-users] BUG: Corrupted binary attachments [was: RT-3.0.0 & PDF attachments]
In-Reply-To: <20030410063418.GD12994@meder.de>
References: <20030410063418.GD12994@meder.de>
Message-ID: <20030410063824.GU4018@fsck.com>

Can you poke at the database to see if it's correct as stored in the
database? (Is it being corrupted on input or output)


On Thu, Apr 10, 2003 at 08:34:18AM +0200, Jo Meder wrote:
> 
> Hi there!
> 
> From my own experience I can definitely say, that binary attachments
> have been corrupted in the web interface since we installed rt3 some
> days ago.
> 
> Here's a small example, the famous 1-pixel-GIF, first the original
> file as it was attached to the email:
> 
> 00000000   47 49 46 38  39 61 01 00  01 00 F0 00  00 00 00 00
> 00000010   00 00 00 21  F9 04 01 00  00 00 00 2C  00 00 00 00
> 00000020   01 00 01 00  40 02 02 44  01 00 3B
> 
> And now what you get when downloading this attachment from the rt3 web
> interface:
> 
> 00000000  47 49 46 38  39 61 01 00   01 00 C3 B0  00 00 00 00
> 00000010  00 00 00 00  21 C3 B9 04   01 00 00 00  00 2C 00 00
> 00000020  00 00 01 00  01 00 40 02   02 44 01 00  3B 
> 
> As you can see the byte 0xF0 at position 0x0A in the file is changed to
> 0xC3 0xB0 and the byte 0xF9 at position 0x14 is changed to 0xC3 0xB9 
> resulting in a file which is larger by two bytes and has changed
> "somewhat".
> 
> Following this hint I generated a testfile containing all bytes from
> 0x00 to 0xff. This shows, that all values from 0x80 to 0xFF are
> changed to a two-byte encoding:
> 
> 00000080  C2 80 C2 81  C2 82 C2 83   C2 84 C2 85  C2 86 C2 87
> 00000090  C2 88 C2 89  C2 8A C2 8B   C2 8C C2 8D  C2 8E C2 8F
> 000000A0  C2 90 C2 91  C2 92 C2 93   C2 94 C2 95  C2 96 C2 97
> 000000B0  C2 98 C2 99  C2 9A C2 9B   C2 9C C2 9D  C2 9E C2 9F
> 000000C0  C2 A0 C2 A1  C2 A2 C2 A3   C2 A4 C2 A5  C2 A6 C2 A7
> 000000D0  C2 A8 C2 A9  C2 AA C2 AB   C2 AC C2 AD  C2 AE C2 AF
> 000000E0  C2 B0 C2 B1  C2 B2 C2 B3   C2 B4 C2 B5  C2 B6 C2 B7
> 000000F0  C2 B8 C2 B9  C2 BA C2 BB   C2 BC C2 BD  C2 BE C2 BF
> 00000100  C3 80 C3 81  C3 82 C3 83   C3 84 C3 85  C3 86 C3 87
> 00000110  C3 88 C3 89  C3 8A C3 8B   C3 8C C3 8D  C3 8E C3 8F
> 00000120  C3 90 C3 91  C3 92 C3 93   C3 94 C3 95  C3 96 C3 97
> 00000130  C3 98 C3 99  C3 9A C3 9B   C3 9C C3 9D  C3 9E C3 9F
> 00000140  C3 A0 C3 A1  C3 A2 C3 A3   C3 A4 C3 A5  C3 A6 C3 A7
> 00000150  C3 A8 C3 A9  C3 AA C3 AB   C3 AC C3 AD  C3 AE C3 AF
> 00000160  C3 B0 C3 B1  C3 B2 C3 B3   C3 B4 C3 B5  C3 B6 C3 B7
> 00000170  C3 B8 C3 B9  C3 BA C3 BB   C3 BC C3 BD  C3 BE C3 BF
> 
> 
> 
> 	Jo.
> 
> 
> -- 
> Internetmanufaktur Jo Meder ---------------------- Berlin, Germany
> http://www.meder.de/ ------------------- fon: ++49-30-417 17 63 33
> Kollwitzstr. 75 ------------------------ fax: ++49-30-417 17 63 45
> 10435 Berlin --------------------------- mob: ++49-170- 2 98 89 97
> Public GnuPG-Key ---------- http://www.meder.de/keys/jo-pubkey.txt
> _______________________________________________
> 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 panu at colorplaza.com  Thu Apr 10 03:36:08 2003
From: panu at colorplaza.com (Panu Artimo)
Date: Thu, 10 Apr 2003 09:36:08 +0200
Subject: [rt-users] BUG? RT-3.0.0 & PDF attachments
In-Reply-To: <20030410042002.3915.79495.Mailman@pallas.eruditorum.org>
Message-ID: 

> From: Jesse Vincent 
> To: Gordon Smith 
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] BUG? RT-3.0.0 & PDF attachments
>
> For starters, why don't you tell us exactly what database, web server
> configuration, operating system and perl versions you're running with.
>
> Please send a second copy of your bug report to rt-3.0-bugs at fsck.com
> with a _small_ PDF attached to it to demonstrate the problem.

> MySQL is MySQL-Max-4.0.12-0
> Perl 5.8.0
> mod-perl-1.27
> apache_1.3.27

I have almost the same configuration (Debian woody). And the same problem. I
noticed it with jpg-files thou. Reported it few weeks back and tried to live
with the problem since then.

Panu





From bill at daze.net  Thu Apr 10 04:00:31 2003
From: bill at daze.net (bill at daze.net)
Date: Thu, 10 Apr 2003 01:00:31 -0700 (PDT)
Subject: [rt-users] RT3 Privileged needs "ModifySelf" to change password
Message-ID: <20030410004259.D3455-100000@droid.daze.net>

Jesse,

We just had a privileged user try to change their password for the first
time.  They were greeted with a "Permission Denied" error after submitting
the password change.

After some research, I discovered that the user must have the right
"ModifySelf" (found in User_Overlay.pm / SetPassword / CurrentUserCanModify).
I added this right to Global / System Groups / Privileged.

If what I discovered is correct, you might want to add this to the
recommended ACLs list in the doc.

Regards,
Bill

--
Our Config:
FreeBSD 4.7 / rt3.0.0 / Sendmail 8.12.6p2 / mysql 3.23.52 (InnoDB tables)
Apache/1.3.27 (Unix) mod_ssl/2.8.11 OpenSSL/0.9.6g mod_fastcgi/2.2.12

Spam Trap Mail Key: ASK and you shall receive




From pape-rt at inf.fu-berlin.de  Thu Apr 10 05:14:16 2003
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Thu, 10 Apr 2003 11:14:16 +0200
Subject: [rt-users] Problems with CanonicalizeEmailAddress in RT3
Message-ID: <2147483647.1049973256@[10.0.255.35]>

I am on the way to configure RT3 to behave like our "old" RT2 system.

In RT2 we had changed the CanonicalizeEmailAddress subroutine in config.pm 
to change email-adresses from domain "inf.fu-berlin.de" to 
"mi.fu-berlin.de".

In RT3 - to acchieve the same result - I defined in RT_Siteconfig.pm:

Set($CanonicalizeEmailAddressMatch   , 'inf.fu-berlin.de$');
Set($CanonicalizeEmailAddressReplace , 'mi.fu-berlin.de');

with the effect that pape at inf.fu-berlin.de cannot create tickets in a queue 
where pape at mi.fu-berlin.de has rights to create. (I get the "Ticket 
creation failed" mail)

I verified that pape at mi.fu-berlin.de *can* create and pape at inf.fu-berlin.de 
cannot create, so I think address canonicalization does not take place.

In a second step I patched lib/RT/User_Overlay.pm directly by copying the 
subroutine CanonicalizeEmailAddress from our RT2-configuration into that 
file.

I restarted apache afterwards.

But the behavior did not change: pape at mi.fu-berlin.de *can* create and 
pape at inf.fu-berlin.de cannot create.

Did anything change from RT2 to RT3 in the context where 
CanonicalizeEmailAddress is called?

Thanks,
Dirk.


From PHaluska at techniserv.cz  Thu Apr 10 06:51:29 2003
From: PHaluska at techniserv.cz (=?utf-8?B?SGFsdcWha2EgUGV0ZXI=?=)
Date: Thu, 10 Apr 2003 12:51:29 +0200
Subject: [rt-users] unexpected end of header
Message-ID: <92C7A7168670D611A9B300A0C9DE7C09089837@techserv-nt-02.techniserv.cz>

Hello,

I am a newbie in RT, using v3. When I try to use rt-crontool for sending a
comment in case of overdued tickets, I got an error instead. Command I use
is:

/var/rt3/bin/rt-crontool --search RT::Search::ActiveTicketsInQueue
--search-arg test --condition RT::Condition::Overdue --action
RT::Action::Notify --action-arg All --template-id 6 --verbose


and system is responding this way (taken from messages log):

Apr 10 12:37:01 rt RT: No transaction object handed to
RT::Action::Notify=HASH(0x8de3600)
(/var/rt3/lib/RT/Action/SendEmail.pm:225)
Apr 10 12:37:01 rt RT: error:    unexpected end of header
(/var/rt3/lib/RT/Template_Overlay.pm:339)

When I use an action SetPriority with an argument f.e 60, everything works
as expected (overdued tickets get requested priority).

Can anybody please help me to solve my problem? I tried to find something
about rt-crontool, but it is not documented in v3 manual. I also failed to
find relevant info in list history. I am not experienced enough in Perl to
find solution (maybe different syntax?) in code.

Thank a lot,

pH



From ben at atomicmatrix.net  Thu Apr 10 07:20:34 2003
From: ben at atomicmatrix.net (Ben Goodwin)
Date: Thu, 10 Apr 2003 07:20:34 -0400
Subject: [rt-users] Changing ticket re-opening behavior
Message-ID: <006001c2ff53$5ae1ef80$2a4cb784@cinergi>

I'm trying to change the behavior of RT2-0-15 to *not* change the status of
a stalled ticket to open upon correspondence, but I'm having trouble finding
where this code is.  Once I see where it is I'm sure I'll have no trouble
doing what I need, but can someone point me in the right direction?  Thanks!

    -=| Ben




From andy at bribed.net  Thu Apr 10 07:55:16 2003
From: andy at bribed.net (Andy Coates)
Date: Thu, 10 Apr 2003 12:55:16 +0100
Subject: [rt-users] Queue/Comment email addresses
Message-ID: <20030410115516.GW17459@andy.btvs.net>

Hey,

I'm just wondering when the queue email address and comment
address are actually used, from both the web interface and
any emails to the queue via email.

Since RT runs on our mail server, putting in an email address
local to the system obviously won't generate any external mail.
Some of our customers however make their own aliases pointing
to their queue address, but obviously get replies from the queue
with the queue address, not their alias.

So i'm wondering if I actually put in an external address for the
queue, whether there would be a *lot* more overhead in delivering
comments/queue related mail back to RT.


From jo at meder.de  Thu Apr 10 08:04:33 2003
From: jo at meder.de (Jo Meder)
Date: Thu, 10 Apr 2003 14:04:33 +0200
Subject: [rt-users] BUG: Corrupted binary attachments [was: RT-3.0.0 & PDF attachments]
In-Reply-To: <20030410063824.GU4018@fsck.com>
References: <20030410063418.GD12994@meder.de> <20030410063824.GU4018@fsck.com>
Message-ID: <20030410120432.GI330@meder.de>

Am 10.04.2003, 08:38 Uhr
	schr?b Jesse Vincent :

> Can you poke at the database to see if it's correct as stored in the
> database? (Is it being corrupted on input or output)

Ok, I had a look and it is definitely corrupted on input. The MTA is
Exim 3.36, mySQL is 3.23.53-log, Perl is 5.8.0

No additional software is used to transfer the data (except that it is
check for viruses by exiscan), just an entry in /etc/aliases

	Jo.


-- 
Internetmanufaktur Jo Meder ---------------------- Berlin, Germany
http://www.meder.de/ ------------------- fon: ++49-30-417 17 63 33
Kollwitzstr. 75 ------------------------ fax: ++49-30-417 17 63 45
10435 Berlin --------------------------- mob: ++49-170- 2 98 89 97
Public GnuPG-Key ---------- http://www.meder.de/keys/jo-pubkey.txt


From jason-alexander at uiowa.edu  Thu Apr 10 08:48:18 2003
From: jason-alexander at uiowa.edu (Jason Alexander)
Date: Thu, 10 Apr 2003 07:48:18 -0500
Subject: [rt-users] Modified BugList.html and Global Custom Fields
In-Reply-To: <3E94E792.80908@neruda.com>
References: <1049943194.3e94dc9a3c487@webmail2.its.uiowa.edu>
Message-ID: <5.1.1.5.2.20030410074435.01ea3480@blue.weeg.uiowa.edu>

Umm,   I'm not sure that is the problem.  I have a guest user and they have 
rights to read tickets.   When I load up
the page I can see tickets.   I can get any of the default fields just 
fine.   For instance I can get the ID, Status, Subject,  with out
any problems. I just don't seem to be able to access the custom 
fields.    I have even tried giving the guest user SuperUser access
to see if it was a permission problem but it doesn't seem to make any 
difference.

Jason


At 11:40 PM 4/9/2003 -0400, you wrote:
>I just took another look at (so I wouldn't wake up a 3 am thinking about 
>it).  The problem appears to be taht you are setting $user to guest via 
>CurrentUser and the you do a
>
>my $tickets = new RT::Tickets($user);
>
>which just looks up the tickets for guest.  If I set it to be my userID I 
>get a list of tickets.
>
>
>-***************************************************

Jason Alexander
Senior Security Analyst
CIO Office, The University of Iowa
300-28 University Services Building
jason-alexander at uiowa.edu / 319-335-6174
***************************************************



From mixo at beth.uniforum.org.za  Thu Apr 10 09:40:33 2003
From: mixo at beth.uniforum.org.za (mixo)
Date: Thu, 10 Apr 2003 15:40:33 +0200
Subject: [rt-users] failed db initialisation
Message-ID: <3E957451.3010701@beth.uniforum.org.za>

What could be the cause of the following error:
+++++++++++++++++++++++++++++====

Creating Pg database rt3.
DBD::Pg::db do failed: ERROR:  CREATE DATABASE: may not be called in a 
transaction block at //opt/rt3/sbin/rt-setup-database line 182,  
line 1.
NOTICE:  current transaction is aborted, queries ignored until end of 
transaction block
DBI connect('dbname=rt3;host=localhost','postgres',...) failed: FATAL 
1:  Database "rt3" does not exist in the system catalog. at 
//opt/rt3/sbin/rt-setup-database line 88
FATAL 1:  Database "rt3" does not exist in the system catalog. at 
//opt/rt3/sbin/rt-setup-database line 88,  line 1.
make: *** [initialize-database] Error 255

+++++++++++++++++++++++++++++====

This happens during

   make initialize-database






From jo at meder.de  Thu Apr 10 10:04:24 2003
From: jo at meder.de (Jo Meder)
Date: Thu, 10 Apr 2003 16:04:24 +0200
Subject: [rt-users] BUG: Corrupted binary attachments [was: RT-3.0.0 & PDF attachments]
In-Reply-To: <20030410063824.GU4018@fsck.com>
References: <20030410063418.GD12994@meder.de> <20030410063824.GU4018@fsck.com>
Message-ID: <20030410140424.GC3549@meder.de>

Am 10.04.2003, 08:38 Uhr
	schrieb Jesse Vincent :

> Can you poke at the database to see if it's correct as stored in the
> database? (Is it being corrupted on input or output)

Additional info: The same data corruption happens if I insert a
comment to an existing ticket and attach a file via the web interface.

	Jo.


-- 
Internetmanufaktur Jo Meder ---------------------- Berlin, Germany
http://www.meder.de/ ------------------- fon: ++49-30-417 17 63 33
Kollwitzstr. 75 ------------------------ fax: ++49-30-417 17 63 45
10435 Berlin --------------------------- mob: ++49-170- 2 98 89 97
Public GnuPG-Key ---------- http://www.meder.de/keys/jo-pubkey.txt


From gerald.fehringer at openadvice.de  Thu Apr 10 10:28:35 2003
From: gerald.fehringer at openadvice.de (Gerald Fehringer)
Date: Thu, 10 Apr 2003 16:28:35 +0200
Subject: [rt-users] permission issue
Message-ID: <200304101628.35380.gerald.fehringer@openadvice.de>

hi,

-i don't have any global settings
-the specific queue for this customer has follow group rights and no other 
user defined stuff:
requestor is allowed to reply,show ticket and see queue


when i login as a unpriviled user (this user is the requestor) and the ticket
is on stalled, i'm able to change the ticket from stalled to open !
(this works only if the ticket is on stalled)

any logical reason for this behavior ?


cheers,
geri



From khera at kcilink.com  Thu Apr 10 10:32:17 2003
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 10 Apr 2003 10:32:17 -0400
Subject: [rt-users] BUG? RT-3.0.0 & PDF attachments
In-Reply-To: <002d01c2fefa$eed9de90$fa01a8c0@Gordonlaptop>
References: <20030409232723.GI4018@fsck.com>
	<002d01c2fefa$eed9de90$fa01a8c0@Gordonlaptop>
Message-ID: <16021.32881.954527.934645@yertle.int.kciLink.com>

>>>>> "GS" == Gordon Smith  writes:

GS> Hi all,
GS> Can someone else verify this?

GS> If a pdf attachment is picked up by RT, it becomes inaccessable.
GS> The error I'm seeing here is the RT user is told that the pdf is
GS> password protected (it isn't) and refuses to open.

Do you have the original PDF document?  Do the md5 checksums on the
files differ after going thru RT?


From jhittner at vmsinfo.com  Thu Apr 10 10:45:27 2003
From: jhittner at vmsinfo.com (Jon Hittner)
Date: Thu, 10 Apr 2003 10:45:27 -0400
Subject: [rt-users] RT2 to RT3 migration tool v1.8 problem
Message-ID: <200304101045.27357.jhittner@vmsinfo.com>

All-
   My import works much better now with version 1.8.  It runs with no erros 
for about 24 hours, and then after inserting all 14029 tickets, it fails with 
the following:

.t-14028
.t-14029
Importing links
Could not create scrip: On Owner Change Notify Owner with templateOwner  
Change in queue0
Could not create scrip: On Create Autoreply To Requestors with 
templateAutoresponce- Critical in queue16
Could not create scrip: On Create Notify Owner with template 
transaction-critical in queue16 -- $VAR1 = {
          'Description' => 'Imported from RT 2.0',
          'ScripCondition' => 'On Create',
          'Template' => 'transaction-critical',
          'Queue' => '16',
          'ScripAction' => 'Notify Owner'
        };

Could not create scrip: On Create Notify Requestors, Ccs and AdminCcs with 
templatetransaction-critical in queue16




From mherman_list at surefit.net  Thu Apr 10 10:58:19 2003
From: mherman_list at surefit.net (Mike Herman)
Date: Thu, 10 Apr 2003 10:58:19 -0400
Subject: [rt-users] RT with Exchange
In-Reply-To: <200304101045.27357.jhittner@vmsinfo.com>
Message-ID: <00fb01c2ff71$9f724a50$b9aff5ce@surefit.org>

Hi,

Does anyone know if RT will work/coexist with Microsoft Exchange?

Thanks,

./mike



From jesse at bestpractical.com  Thu Apr 10 11:59:21 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 10 Apr 2003 11:59:21 -0400
Subject: [rt-users] RT2 to RT3 migration tool v1.8 problem
In-Reply-To: <200304101045.27357.jhittner@vmsinfo.com>
References: <200304101045.27357.jhittner@vmsinfo.com>
Message-ID: <20030410155921.GX4018@fsck.com>



On Thu, Apr 10, 2003 at 10:45:27AM -0400, Jon Hittner wrote:
> All-
>    My import works much better now with version 1.8.  It runs with no erros 
> for about 24 hours, and then after inserting all 14029 tickets, it fails with 
> the following:


Those "errors" are RT reporting to you that it could not import your
custom scrips. this is normal and correct. You'll want to hand-create
those scrips and templates. 

> 
> .t-14028
> .t-14029
> Importing links
> Could not create scrip: On Owner Change Notify Owner with templateOwner  
> Change in queue0
> Could not create scrip: On Create Autoreply To Requestors with 
> templateAutoresponce- Critical in queue16
> Could not create scrip: On Create Notify Owner with template 
> transaction-critical in queue16 -- $VAR1 = {
>           'Description' => 'Imported from RT 2.0',
>           'ScripCondition' => 'On Create',
>           'Template' => 'transaction-critical',
>           'Queue' => '16',
>           'ScripAction' => 'Notify Owner'
>         };
> 
> Could not create scrip: On Create Notify Requestors, Ccs and AdminCcs with 
> templatetransaction-critical in queue16
> 
> 
> _______________________________________________
> 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 harrison at palisadesys.com  Thu Apr 10 12:08:28 2003
From: harrison at palisadesys.com (James L. Harrison)
Date: Thu, 10 Apr 2003 11:08:28 -0500
Subject: [rt-users] RT2 to RT3 migration tool v1.8 problem
In-Reply-To: <20030410155921.GX4018@fsck.com>
Message-ID: 

Jesse,

Could you give me/the list some pointers on recreating custom scripts?

I think it would be ideal if I could create it via the web interface, but I
have no idea where to start from.

-Jamie

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jesse Vincent
> Sent: Thursday, April 10, 2003 10:59 AM
> To: Jon Hittner
> Cc: RT Users Mailing List
> Subject: Re: [rt-users] RT2 to RT3 migration tool v1.8 problem
>
>
>
>
>
> On Thu, Apr 10, 2003 at 10:45:27AM -0400, Jon Hittner wrote:
> > All-
> >    My import works much better now with version 1.8.  It runs
> with no erros
> > for about 24 hours, and then after inserting all 14029 tickets,
> it fails with
> > the following:
>
>
> Those "errors" are RT reporting to you that it could not import your
> custom scrips. this is normal and correct. You'll want to hand-create
> those scrips and templates.
>
> >
> > .t-14028
> > .t-14029
> > Importing links
> > Could not create scrip: On Owner Change Notify Owner with
> templateOwner
> > Change in queue0
> > Could not create scrip: On Create Autoreply To Requestors with
> > templateAutoresponce- Critical in queue16
> > Could not create scrip: On Create Notify Owner with template
> > transaction-critical in queue16 -- $VAR1 = {
> >           'Description' => 'Imported from RT 2.0',
> >           'ScripCondition' => 'On Create',
> >           'Template' => 'transaction-critical',
> >           'Queue' => '16',
> >           'ScripAction' => 'Notify Owner'
> >         };
> >
> > Could not create scrip: On Create Notify Requestors, Ccs and
> AdminCcs with
> > templatetransaction-critical in queue16
> >
> >
> > _______________________________________________
> > 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
>



From jhittner at vmsinfo.com  Thu Apr 10 12:09:21 2003
From: jhittner at vmsinfo.com (Jon Hittner)
Date: Thu, 10 Apr 2003 12:09:21 -0400
Subject: [rt-users] RT2 to RT3 migration tool v1.8 problem
In-Reply-To: <20030410155921.GX4018@fsck.com>
References: <200304101045.27357.jhittner@vmsinfo.com> <20030410155921.GX4018@fsck.com>
Message-ID: <200304101209.21077.jhittner@vmsinfo.com>

Thanks, I will do that.   Is the import script expected to due any other tasks 
after importing scrips or did it fail at the end of the script?  If this was 
not the last task, how can I tell the importer to ignore scips and continue?

Jon

On Thursday 10 April 2003 11:59 am, Jesse Vincent wrote:
> On Thu, Apr 10, 2003 at 10:45:27AM -0400, Jon Hittner wrote:
> > All-
> >    My import works much better now with version 1.8.  It runs with no
> > erros for about 24 hours, and then after inserting all 14029 tickets, it
> > fails with the following:
>
> Those "errors" are RT reporting to you that it could not import your
> custom scrips. this is normal and correct. You'll want to hand-create
> those scrips and templates.
>
> > .t-14028
> > .t-14029
> > Importing links
> > Could not create scrip: On Owner Change Notify Owner with templateOwner
> > Change in queue0
> > Could not create scrip: On Create Autoreply To Requestors with
> > templateAutoresponce- Critical in queue16
> > Could not create scrip: On Create Notify Owner with template
> > transaction-critical in queue16 -- $VAR1 = {
> >           'Description' => 'Imported from RT 2.0',
> >           'ScripCondition' => 'On Create',
> >           'Template' => 'transaction-critical',
> >           'Queue' => '16',
> >           'ScripAction' => 'Notify Owner'
> >         };
> >
> > Could not create scrip: On Create Notify Requestors, Ccs and AdminCcs
> > with templatetransaction-critical in queue16
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From jesse at bestpractical.com  Thu Apr 10 12:11:21 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 10 Apr 2003 12:11:21 -0400
Subject: [rt-users] RT2 to RT3 migration tool v1.8 problem
In-Reply-To: <200304101209.21077.jhittner@vmsinfo.com>
References: <200304101045.27357.jhittner@vmsinfo.com> <20030410155921.GX4018@fsck.com> <200304101209.21077.jhittner@vmsinfo.com>
Message-ID: <20030410161121.GZ4018@fsck.com>

The things it did not do, it didn't do before importing all your
tickets, iirc. That was an end of run report, not it bombing out.


On Thu, Apr 10, 2003 at 12:09:21PM -0400, Jon Hittner wrote:
> Thanks, I will do that.   Is the import script expected to due any other tasks 
> after importing scrips or did it fail at the end of the script?  If this was 
> not the last task, how can I tell the importer to ignore scips and continue?
> 
> Jon
> 
> On Thursday 10 April 2003 11:59 am, Jesse Vincent wrote:
> > On Thu, Apr 10, 2003 at 10:45:27AM -0400, Jon Hittner wrote:
> > > All-
> > >    My import works much better now with version 1.8.  It runs with no
> > > erros for about 24 hours, and then after inserting all 14029 tickets, it
> > > fails with the following:
> >
> > Those "errors" are RT reporting to you that it could not import your
> > custom scrips. this is normal and correct. You'll want to hand-create
> > those scrips and templates.
> >
> > > .t-14028
> > > .t-14029
> > > Importing links
> > > Could not create scrip: On Owner Change Notify Owner with templateOwner
> > > Change in queue0
> > > Could not create scrip: On Create Autoreply To Requestors with
> > > templateAutoresponce- Critical in queue16
> > > Could not create scrip: On Create Notify Owner with template
> > > transaction-critical in queue16 -- $VAR1 = {
> > >           'Description' => 'Imported from RT 2.0',
> > >           'ScripCondition' => 'On Create',
> > >           'Template' => 'transaction-critical',
> > >           'Queue' => '16',
> > >           'ScripAction' => 'Notify Owner'
> > >         };
> > >
> > > Could not create scrip: On Create Notify Requestors, Ccs and AdminCcs
> > > with templatetransaction-critical in queue16
> > >
> > >
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.fsck.com
> > > http://lists.fsck.com/mailman/listinfo/rt-users
> > >
> > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

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


From jesse at bestpractical.com  Thu Apr 10 12:12:13 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 10 Apr 2003 12:12:13 -0400
Subject: [rt-users] RT2 to RT3 migration tool v1.8 problem
In-Reply-To: 
References: <20030410155921.GX4018@fsck.com> 
Message-ID: <20030410161213.GA4018@fsck.com>



On Thu, Apr 10, 2003 at 11:08:28AM -0500, James L. Harrison wrote:
> Jesse,
> 
> Could you give me/the list some pointers on recreating custom scripts?
> 
> I think it would be ideal if I could create it via the web interface, but I
> have no idea where to start from.

No, but I can refer you to the documentation, which is linked from
http://bestpractical.com/rt/

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


From jkaufman at footlocker.com  Thu Apr 10 12:13:36 2003
From: jkaufman at footlocker.com (jkaufman at footlocker.com)
Date: Thu, 10 Apr 2003 11:13:36 -0500
Subject: [rt-users] Howto build scrips?
Message-ID: 

What commands/variables can be used in building custom scrips? I have
looked at the Draft rtv3.0 Documentation, and I wasn't certain if the
examples it gives are using perl code (and can I use just any perl code) or
if it's some RT specific "scrips" code....

Basically is there a guide to writing custom scrips?

Jonathan Kaufman

Foot Locker Inc.
E-Mail: jkaufman at footlocker.com





From sw-lists at onyx.net  Thu Apr 10 12:42:31 2003
From: sw-lists at onyx.net (Simon Woodward)
Date: 10 Apr 2003 17:42:31 +0100
Subject: [rt-users] RT2 to RT3 migration tool v1.8
Message-ID: <1049992950.13223.4350.camel@brockrigg.onyx.net>

Hi All,

Okay, this mentions the import process taking around 24 hours for a
large db (is 35,000 considered large ?) ... however is this supposed to
be total time for import and export, or just import.

I only ask because I have started the export process going and it seems
to be taking about 6-7 seconds per ticket which equates to about 58
hours for me.

Any clues or suggestions ?

mysql  Ver 12.18 Distrib 4.0.12, for pc-linux (i686)
perl, v5.8.0 built for i686-linux

Cheers,

Simon.



From Kris.Boutilier at scrd.bc.ca  Thu Apr 10 12:48:05 2003
From: Kris.Boutilier at scrd.bc.ca (Kris Boutilier)
Date: Thu, 10 Apr 2003 09:48:05 -0700
Subject: [rt-users] Localisation error within RT3/rt-crontool?
Message-ID: <1174450A1968D111AAAF00805FC162AEBE0A2E@deep_thought.secure.scrd.bc.ca>

I've been trying to get the escalator cron tool in RT3.0.0 running and am
getting a Perl error thus:

# ./rt-crontool

Failed to load module . (Can't locate RT/I18N/en_us.pm in @INC (@INC
contains: /usr/local/rt3/lib /usr/local/rt3/local/lib
/usr/lib/perl5/5.6.1/i386-linux /usr/lib/perl5/5.6.1
/usr/lib/perl5/site_perl/5.6.1/i386-linux /usr/lib/perl5/site_perl/5.6.1
/usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.6.1/i386-linux /usr/lib/perl5/vendor_perl/5.6.1
/usr/lib/perl5/vendor_perl .) at (eval 1408) line 3.
) at ./rt-crontool line 137.

It looks like there is no en_us.pm in the locales directory, nor on the
system anywhere. Other than this everything in RT3 has been working just
fine. My perl executable is v.5.6.1. and the locale command reports:

# locale
LANG=en_US.iso885915
LC_CTYPE="en_US.iso885915"
LC_NUMERIC="en_US.iso885915"
LC_TIME="en_US.iso885915"
LC_COLLATE="en_US.iso885915"
LC_MONETARY="en_US.iso885915"
LC_MESSAGES="en_US.iso885915"
LC_PAPER="en_US.iso885915"
LC_NAME="en_US.iso885915"
LC_ADDRESS="en_US.iso885915"
LC_TELEPHONE="en_US.iso885915"
LC_MEASUREMENT="en_US.iso885915"
LC_IDENTIFICATION="en_US.iso885915"
LC_ALL=

Any thoughts?



From jesse at bestpractical.com  Thu Apr 10 12:49:41 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 10 Apr 2003 12:49:41 -0400
Subject: [rt-users] RT2 to RT3 migration tool v1.8
In-Reply-To: <1049992950.13223.4350.camel@brockrigg.onyx.net>
References: <1049992950.13223.4350.camel@brockrigg.onyx.net>
Message-ID: <20030410164941.GD4018@fsck.com>


On Thu, Apr 10, 2003 at 05:42:31PM +0100, Simon Woodward wrote:
> Hi All,
> 
> Okay, this mentions the import process taking around 24 hours for a
> large db (is 35,000 considered large ?) ... however is this supposed to
> be total time for import and export, or just import.
> 
> I only ask because I have started the export process going and it seems
> to be taking about 6-7 seconds per ticket which equates to about 58
> hours for me.

Times are incredibly dependent on processor and ram and database tuning. 
Please see the section of the importer's readme about incremental
upgrades. It's designed to deal with just the sort of issue you're
having. 

> 
> Any clues or suggestions ?
> 
> mysql  Ver 12.18 Distrib 4.0.12, for pc-linux (i686)
> perl, v5.8.0 built for i686-linux
> 
> Cheers,
> 
> Simon.
> 
> _______________________________________________
> 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 Apr 10 12:51:45 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 10 Apr 2003 12:51:45 -0400
Subject: [rt-users] Localisation error within RT3/rt-crontool?
In-Reply-To: <1174450A1968D111AAAF00805FC162AEBE0A2E@deep_thought.secure.scrd.bc.ca>
References: <1174450A1968D111AAAF00805FC162AEBE0A2E@deep_thought.secure.scrd.bc.ca>
Message-ID: <20030410165145.GE4018@fsck.com>

So. what is there in /usr/local/rt3/lib/RT/I18N?
I'd put money on a permissions issue.


On Thu, Apr 10, 2003 at 09:48:05AM -0700, Kris Boutilier wrote:
> I've been trying to get the escalator cron tool in RT3.0.0 running and am
> getting a Perl error thus:
> 
> # ./rt-crontool
> 
> Failed to load module . (Can't locate RT/I18N/en_us.pm in @INC (@INC
> contains: /usr/local/rt3/lib /usr/local/rt3/local/lib
> /usr/lib/perl5/5.6.1/i386-linux /usr/lib/perl5/5.6.1
> /usr/lib/perl5/site_perl/5.6.1/i386-linux /usr/lib/perl5/site_perl/5.6.1
> /usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl
> /usr/lib/perl5/vendor_perl/5.6.1/i386-linux /usr/lib/perl5/vendor_perl/5.6.1
> /usr/lib/perl5/vendor_perl .) at (eval 1408) line 3.
> ) at ./rt-crontool line 137.
> 
> It looks like there is no en_us.pm in the locales directory, nor on the
> system anywhere. Other than this everything in RT3 has been working just
> fine. My perl executable is v.5.6.1. and the locale command reports:
> 
> # locale
> LANG=en_US.iso885915
> LC_CTYPE="en_US.iso885915"
> LC_NUMERIC="en_US.iso885915"
> LC_TIME="en_US.iso885915"
> LC_COLLATE="en_US.iso885915"
> LC_MONETARY="en_US.iso885915"
> LC_MESSAGES="en_US.iso885915"
> LC_PAPER="en_US.iso885915"
> LC_NAME="en_US.iso885915"
> LC_ADDRESS="en_US.iso885915"
> LC_TELEPHONE="en_US.iso885915"
> LC_MEASUREMENT="en_US.iso885915"
> LC_IDENTIFICATION="en_US.iso885915"
> LC_ALL=
> 
> Any thoughts?
> 
> _______________________________________________
> 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 Kris.Boutilier at scrd.bc.ca  Thu Apr 10 13:04:18 2003
From: Kris.Boutilier at scrd.bc.ca (Kris Boutilier)
Date: Thu, 10 Apr 2003 10:04:18 -0700
Subject: [rt-users] Localisation error within RT3/rt-crontool?
Message-ID: <1174450A1968D111AAAF00805FC162AEBE0A2F@deep_thought.secure.scrd.bc.ca>

# ls -la /usr/local/rt3/lib/RT/I18N/
total 1516
drwxr-sr-x    2 root     bin          4096 Mar 24 08:38 .
drwxr-sr-x    8 root     bin          4096 Mar 24 08:38 ..
-rw-r--r--    1 root     bin        120150 Mar 24 08:38 cs.po
-rw-r--r--    1 root     bin        126941 Mar 24 08:38 de.po
-rw-r--r--    1 root     bin          1145 Mar 24 08:38 en.po
-rw-r--r--    1 root     bin        124734 Mar 24 08:38 es.po
-rw-r--r--    1 root     bin        124597 Mar 24 08:38 fi.po
-rw-r--r--    1 root     bin        140580 Mar 24 08:38 fr.po
-rw-r--r--    1 root     bin          3087 Mar 24 08:38 i_default.pm
-rw-r--r--    1 root     bin        133355 Mar 24 08:38 ja.po
-rw-r--r--    1 root     bin        132752 Mar 24 08:38 nl.po
-rw-r--r--    1 root     bin        139633 Mar 24 08:38 pt_br.po
-rw-r--r--    1 root     bin        139568 Mar 24 08:38 ru.po
-rw-r--r--    1 root     bin        139434 Mar 24 08:38 zh_cn.po
-rw-r--r--    1 root     bin        139440 Mar 24 08:38 zh_tw.po

Apache is running as apache:apache. The relevant VirtualHost from httpd.conf
is:

    ServerName rt3
    ServerPath /rt3

    DocumentRoot /usr/local/rt3/share/html
    AddDefaultCharset UTF-8

    AddHandler fastcgi-script fcgi
    Alias /NoAuth/images/ /usr/local/rt3/share/html/NoAuth/images/
    ScriptAlias / /usr/local/rt3/bin/mason_handler.fcgi/
    FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -processes 1


-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com]
Sent: April 10, 2003 9:52 AM
To: Kris Boutilier
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Localisation error within RT3/rt-crontool?


So. what is there in /usr/local/rt3/lib/RT/I18N?
I'd put money on a permissions issue.


On Thu, Apr 10, 2003 at 09:48:05AM -0700, Kris Boutilier wrote:
> I've been trying to get the escalator cron tool in RT3.0.0 running and am
> getting a Perl error thus:
> 
> # ./rt-crontool
> 
> Failed to load module . (Can't locate RT/I18N/en_us.pm in @INC (@INC
> contains: /usr/local/rt3/lib /usr/local/rt3/local/lib
> /usr/lib/perl5/5.6.1/i386-linux /usr/lib/perl5/5.6.1
> /usr/lib/perl5/site_perl/5.6.1/i386-linux /usr/lib/perl5/site_perl/5.6.1
> /usr/lib/perl5/site_perl/5.6.0 /usr/lib/perl5/site_perl
> /usr/lib/perl5/vendor_perl/5.6.1/i386-linux
/usr/lib/perl5/vendor_perl/5.6.1
> /usr/lib/perl5/vendor_perl .) at (eval 1408) line 3.
> ) at ./rt-crontool line 137.
> 
> It looks like there is no en_us.pm in the locales directory, nor on the
> system anywhere. Other than this everything in RT3 has been working just
> fine. My perl executable is v.5.6.1. and the locale command reports:
> 
> # locale
> LANG=en_US.iso885915
> LC_CTYPE="en_US.iso885915"
> LC_NUMERIC="en_US.iso885915"
> LC_TIME="en_US.iso885915"
> LC_COLLATE="en_US.iso885915"
> LC_MONETARY="en_US.iso885915"
> LC_MESSAGES="en_US.iso885915"
> LC_PAPER="en_US.iso885915"
> LC_NAME="en_US.iso885915"
> LC_ADDRESS="en_US.iso885915"
> LC_TELEPHONE="en_US.iso885915"
> LC_MEASUREMENT="en_US.iso885915"
> LC_IDENTIFICATION="en_US.iso885915"
> LC_ALL=
> 
> Any thoughts?
> 
> _______________________________________________
> 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 sw-lists at onyx.net  Thu Apr 10 13:16:41 2003
From: sw-lists at onyx.net (Simon Woodward)
Date: 10 Apr 2003 18:16:41 +0100
Subject: [rt-users] RT2 to RT3 migration tool v1.8
In-Reply-To: <20030410164941.GD4018@fsck.com>
References: <1049992950.13223.4350.camel@brockrigg.onyx.net>
	 <20030410164941.GD4018@fsck.com>
Message-ID: <1049995000.13258.4395.camel@brockrigg.onyx.net>

Hi Jesse,

> Times are incredibly dependent on processor and ram and database tuning. 
> Please see the section of the importer's readme about incremental
> upgrades. It's designed to deal with just the sort of issue you're
> having. 

Yeah, I figured that, but the box spec is alright, and isn't exactly busy.

True, MySQL is straight out of the box v4 ... any tuning suggestions
anyone could make would be much appreciated.

(Box : 1Ghz Athlon, 512MB RAM, running Linux 2.2)

I did look at incremental's and will be using them ... just wondered if there
was anything else I could do to speed things up.

Cheers,

Simon.



From jesse at bestpractical.com  Thu Apr 10 13:18:36 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 10 Apr 2003 13:18:36 -0400
Subject: [rt-users] RT2 to RT3 migration tool v1.8
In-Reply-To: <1049995000.13258.4395.camel@brockrigg.onyx.net>
References: <1049992950.13223.4350.camel@brockrigg.onyx.net> <20030410164941.GD4018@fsck.com> <1049995000.13258.4395.camel@brockrigg.onyx.net>
Message-ID: <20030410171836.GF4018@fsck.com>



On Thu, Apr 10, 2003 at 06:16:41PM +0100, Simon Woodward wrote:
> Hi Jesse,
> 
> > Times are incredibly dependent on processor and ram and database tuning. 
> > Please see the section of the importer's readme about incremental
> > upgrades. It's designed to deal with just the sort of issue you're
> > having. 
> 
> Yeah, I figured that, but the box spec is alright, and isn't exactly busy.
> 
> True, MySQL is straight out of the box v4 ... any tuning suggestions
> anyone could make would be much appreciated.

The mysql docs at mysql.com should have plenty of tuning examples.

> 
> (Box : 1Ghz Athlon, 512MB RAM, running Linux 2.2)
> 
> I did look at incremental's and will be using them ... just wondered if there
> was anything else I could do to speed things up.
> 
> Cheers,
> 
> Simon.
> 

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


From ajharrison at gwi.net  Thu Apr 10 13:22:42 2003
From: ajharrison at gwi.net (Andy Harrison)
Date: Thu, 10 Apr 2003 13:22:42 -0400 (EDT)
Subject: [rt-users] admin assignment
Message-ID: 

-----BEGIN PGP SIGNED MESSAGE-----

How do I give myself admin privileges manually?

I'm using external auth, and I'd like to make it so that when I log in I have
full privs.



~~ 
Andy Harrison
Great Works Internet
System Operations
(full headers for details)

-----BEGIN PGP SIGNATURE-----
Version: PGP 6.5.8

iQCVAwUBPpWoYVPEkLgodAWVAQFkTAP/eI/AQwaAJb2UL92tlQJfNLuqyEd6Mrfi
hMs52lOPMoZrEYwrwiqB5w0yReUgIfwpBkZKRe/fp7ZwRLWQyoIZh9yXoTwGkxOt
JkBIgbkyTwM39NAFiAPpvX1f8I0FaTLEJeBkL/TjwP+qF0E15mA7Q9T+Zajp+4PN
D1aIsqwwRPA=
=N7Ec
-----END PGP SIGNATURE-----


From savage at savage.za.org  Thu Apr 10 13:24:36 2003
From: savage at savage.za.org (Chris Knipe)
Date: Thu, 10 Apr 2003 19:24:36 +0200
Subject: [rt-users] compatibility layers?
Message-ID: <00d201c2ff86$0fc897a0$1e01a8c0@int.megalan.co.za>

Lo everyone,

I've setup RT3 on my FreeBSD 4.7-STABLE box, running perl 5.8.0 (Recently
Upgraded).

After initial installation, the dependencies was all fine (no modules
reported missing), and RT installed successfully - frankly, it was much
easier than the RT2 installations I've done previously.

I added the mail gateways, and so far, they too seem to run properly,
returning a 403-FORBIDDEN Error message, which is understandable, seeing
that Apache hasn't been set up yet.

I completed the Apache configuration, the snippet of my apache config:
  # Request Tracker
  AddDefaultCharset UTF-8
  Alias /rt/ /usr/local/rt3/WebRT/html/
  
    Options None
    AllowOverride AuthConfig FileInfo Indexes Limit
    Order allow,deny
    Allow from all
  
  PerlModule Apache::DBI
  PerlRequire /usr/local/rt3/bin/webmux.pl
  
   SetHandler perl-script
   PerlHandler RT::Mason
  


However, when I issue a apachectl configtest, I get the following:
Syntax error on line 386 of /usr/local/etc/apache/httpd.conf:
Encode.pm compatibility layer for 5.00503 not yet available. at
/usr/local/lib/perl5/site_perl/5.005/Encode/compat.pm line 21.
BEGIN failed--compilation aborted at /usr/local/rt3/lib/RT/I18N.pm line 41.
BEGIN failed--compilation aborted at /usr/local/rt3/lib/RT.pm line 29.
BEGIN failed--compilation aborted at /usr/local/rt3/bin/webmux.pl line 37.


Now, I've read about this "compatibility layer" error with encode.pm before,
and I am briefly understanding the error.  I haven't found a solution for
this yet...

Is there anyone who can shed some light on this for me perhaps...

--
me



From darren at boston.com  Thu Apr 10 13:30:34 2003
From: darren at boston.com (darren chamberlain)
Date: Thu, 10 Apr 2003 13:30:34 -0400
Subject: [rt-users] compatibility layers?
In-Reply-To: <00d201c2ff86$0fc897a0$1e01a8c0@int.megalan.co.za>
References: <00d201c2ff86$0fc897a0$1e01a8c0@int.megalan.co.za>
Message-ID: <20030410-53f6c4e1f860b017d3a9e05b023711f1@mail.boston.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

* Chris Knipe  [2003-04-10 13:25]:
> I've setup RT3 on my FreeBSD 4.7-STABLE box, running perl 5.8.0
> (Recently Upgraded).

It sounds like you didn't rebuild Apache/mod_perl.  That would explain
the errors you're seeing.

(darren)

- -- 
I'd rather have my own game show than enough votes to become
president.
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.2.1 (SunOS)

iD8DBQE+lao6zsinjrVhZaoRAmQLAJ0Swk0p/AmLf8TzYchc8F3SJgVIeACfZXIl
i8ZWTHxBSFc+XELLNGvsjtc=
=2W+8
-----END PGP SIGNATURE-----


From shimi at shimi.net  Thu Apr 10 13:40:25 2003
From: shimi at shimi.net (shimi)
Date: Thu, 10 Apr 2003 20:40:25 +0300 (IDT)
Subject: [rt-users] compatibility layers?
In-Reply-To: <20030410-53f6c4e1f860b017d3a9e05b023711f1@mail.boston.com>
Message-ID: 

I second that. And this is a great headache. As per jesse's advise, I 
installed FastCGI. Install was a breeze (less than one minute), and RT was 
up and running in no time. www.fastcgi.com

And in httpd.conf, instead of the Perl lines, you use:

        AddHandler fastcgi-script .fcgi
        FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi
        Alias /NoAuth/images/ /usr/local/rt3/share/html/NoAuth/images/
        ScriptAlias / /usr/local/rt3/bin/mason_handler.fcgi/

where /usr/local/rt3 is what you replace for your RT path if it is 
different...

On Thu, 10 Apr 2003, darren chamberlain wrote:

> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> * Chris Knipe  [2003-04-10 13:25]:
> > I've setup RT3 on my FreeBSD 4.7-STABLE box, running perl 5.8.0
> > (Recently Upgraded).
> 
> It sounds like you didn't rebuild Apache/mod_perl.  That would explain
> the errors you're seeing.
> 
> (darren)
> 
> - -- 
> I'd rather have my own game show than enough votes to become
> president.
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.2.1 (SunOS)
> 
> iD8DBQE+lao6zsinjrVhZaoRAmQLAJ0Swk0p/AmLf8TzYchc8F3SJgVIeACfZXIl
> i8ZWTHxBSFc+XELLNGvsjtc=
> =2W+8
> -----END PGP SIGNATURE-----
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

-- 

  Best regards,
     Shimi


----

   "Outlook is a massive flaming horrid blatant security violation, which
    also happens to be a mail reader."

   "Sure UNIX is user friendly; it's just picky about who its friends are."



From jon at clickalyzer.com  Thu Apr 10 13:50:02 2003
From: jon at clickalyzer.com (Jonathan Mischo)
Date: Thu, 10 Apr 2003 12:50:02 -0500
Subject: [rt-users] Permissions fix?
Message-ID: <00f901c2ff89$9dd54f40$6545e00a@geniusleaf.com>

Jesse-

Will the permissions fix that you mentioned also fix the template problem?
I still get permission denied to delete a template, and a no template error
when trying to modify a template, but creating new templates works fine (but
new templates suffer from the same problems).

Thanks,
-Jon
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From khera at kcilink.com  Thu Apr 10 15:53:42 2003
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 10 Apr 2003 15:53:42 -0400
Subject: [rt-users] cron job for session clearing?
Message-ID: <16021.52166.987948.811258@yertle.int.kciLink.com>

In rt2, part of the setup was to create a cron job go clear out the
old sessions.  I don't see in the RT3 install docs anything about
setting up a cron job for that.  Is one necessary, and if so, what
should it be?

Thanks.

-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
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 jesse at bestpractical.com  Thu Apr 10 16:07:15 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 10 Apr 2003 16:07:15 -0400
Subject: [rt-users] cron job for session clearing?
In-Reply-To: <16021.52166.987948.811258@yertle.int.kciLink.com>
References: <16021.52166.987948.811258@yertle.int.kciLink.com>
Message-ID: <20030410200715.GL4018@fsck.com>

It needs one, though it should be 'easier'. just a tiny perl script to
connect to the DB and delete from sessions where lastupdated is ....


On Thu, Apr 10, 2003 at 03:53:42PM -0400, Vivek Khera wrote:
> In rt2, part of the setup was to create a cron job go clear out the
> old sessions.  I don't see in the RT3 install docs anything about
> setting up a cron job for that.  Is one necessary, and if so, what
> should it be?
> 
> Thanks.
> 
> -- 
> =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
> 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

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


From cam2 at cornell.edu  Thu Apr 10 16:20:15 2003
From: cam2 at cornell.edu (Christopher Manly)
Date: Thu, 10 Apr 2003 16:20:15 -0400
Subject: [rt-users] Inbound mail queued up with EX_TEMPFAIL
In-Reply-To: 
References: 
Message-ID: 

Hi,

I've got RT3 installed (recently upgraded from 2-1-69), and I've got 
a problem with the mailgate.  When I send mail in, it gets deferred 
and sits in the sendmail queue listing EX_TEMPFAIL as the error code. 
However, I don't see any errors in either the sendmail log or the rt 
log (both cranked up to capture debug information). I can see from 
the web log that it isn't getting to talk to the webserver before it 
fails.

When I feed a message to mailgate on stdin, it works just fine.

Is there something simple and obvious that I've missed? 
Alternatively, is there a way to trace through and figure out what's 
failing?

Solaris 2.8, Apache 1.3.26, mod_perl1, mysql 4 w/InnoDB, sendmail 
8.11.6 from Sun.

Thanks!

-- 
Christopher Manly
Unix Systems Administrator
CIT Systems & Operations
706 Rhodes Hall
Ithaca, NY 14853


From savage at savage.za.org  Thu Apr 10 16:26:01 2003
From: savage at savage.za.org (Chris Knipe)
Date: Thu, 10 Apr 2003 22:26:01 +0200
Subject: [rt-users] compatibility layers?
References: <00d201c2ff86$0fc897a0$1e01a8c0@int.megalan.co.za> <20030410-53f6c4e1f860b017d3a9e05b023711f1@mail.boston.com>
Message-ID: <000b01c2ff9f$6788d9a0$1e01a8c0@int.megalan.co.za>

Thank you Darren,

That was indeed the problem - the thought never even crossed my mind that I
would need to recompile mod_perl *twappes himself*.

All up and running like a dream now...

--
me

----- Original Message -----
From: "darren chamberlain" 
To: 
Sent: Thursday, April 10, 2003 7:30 PM
Subject: Re: [rt-users] compatibility layers?


> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> * Chris Knipe  [2003-04-10 13:25]:
> > I've setup RT3 on my FreeBSD 4.7-STABLE box, running perl 5.8.0
> > (Recently Upgraded).
>
> It sounds like you didn't rebuild Apache/mod_perl.  That would explain
> the errors you're seeing.
>
> (darren)
>
> - --
> I'd rather have my own game show than enough votes to become
> president.
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.2.1 (SunOS)
>
> iD8DBQE+lao6zsinjrVhZaoRAmQLAJ0Swk0p/AmLf8TzYchc8F3SJgVIeACfZXIl
> i8ZWTHxBSFc+XELLNGvsjtc=
> =2W+8
> -----END PGP SIGNATURE-----
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From jason-alexander at uiowa.edu  Thu Apr 10 16:27:44 2003
From: jason-alexander at uiowa.edu (Jason Alexander)
Date: Thu, 10 Apr 2003 15:27:44 -0500
Subject: [rt-users] Enhanced MailGate
Message-ID: <5.1.1.5.2.20030410152644.00bcfc30@blue.weeg.uiowa.edu>

I see from the message archives that the enhanced mailgate doesn't work 
with RT3.
I was just wondering if there are plans to implement this.

Jason



From rthompson at interpublic.com  Thu Apr 10 16:48:02 2003
From: rthompson at interpublic.com (Ray Thompson)
Date: Thu, 10 Apr 2003 15:48:02 -0500
Subject: [rt-users] Inbound mail queued up with EX_TEMPFAIL
Message-ID: 

> When I send mail in, it gets deferred 
> and sits in the sendmail queue listing EX_TEMPFAIL as the error code. 

In my case it was my LDAP authentication from apache that caused the same problem.
After I removed the apache authentication it went through okay.

Also double check that 'everyone' has perms to CreateTicket in the appropriate queue.




From nick at strongholdtech.com  Thu Apr 10 16:55:31 2003
From: nick at strongholdtech.com (Nicolae P. Costescu)
Date: Thu, 10 Apr 2003 16:55:31 -0400
Subject: [rt-users] 2.0->3.0 migration help, script reports error
Message-ID: <4.3.2.7.2.20030410154402.027594b8@mail.qrts.com>

Hello

I'm trying to move my rt2.0.9 installation to rt3.0.0. It appears the way 
to do it is use the utility, and get a dump file from your 2.0 system, then 
copy the dump file to the 3.0 system, and then from the dump to your 3.0 
database.

I tried to run the upgrade utility to create a dump file on my old PC but 
there were some module compatibility issues...

>[postgres at admin upgrade]$ ./rt-2.0-to-dumpfile
>"config" is not defined in %Getopt::Long::EXPORT_TAGS at 
>/usr/lib/perl5/5.6.0/Exporter/Heavy.pm line 75
>         Exporter::heavy_export('Getopt::Long', 'main', ':config', 
> 'pass_through') called at /usr/lib/perl5/5.6.0/Exporter.pm line 45
>         Exporter::import(undef, 'Getopt::Long', ':config', 
> 'pass_through') called at ./rt-2.0-to-dumpfile line 23
>         main::BEGIN() called at /usr/lib/perl5/5.6.0/Getopt/Long.pm line 23
>         require 0 called at /usr/lib/perl5/5.6.0/Getopt/Long.pm line 23
>"pass_through" is not exported by the Getopt::Long module at 
>./rt-2.0-to-dumpfile line 23
>Can't continue after import errors at ./rt-2.0-to-dumpfile line 23
>BEGIN failed--compilation aborted at ./rt-2.0-to-dumpfile line 23.
>[postgres at admin upgrade]$

I also tried moving the rt2 system over (by dumping the db, which restores 
fine, and tarring the rt2 directory) to the same PC as the rt3 system, and 
almost had it but apache won't start because of this undeclared global in 
webmux.pl (which doesn't cause a problem on the old system).

>[root at rt /]# /usr/local/apache/bin/apachectl configtest
>Variable "$m" is not imported at /usr/local/sti/rt2/bin/webmux.pl line 94.
>[Thu Apr 10 16:40:31 2003] [error] Global symbol "$m" requires explicit 
>package name at /usr/local/sti/rt2/bin/webmux.pl line 94.
>Compilation failed in require at (eval 6) line 1.
>
>Syntax error on line 998 of /usr/local/apache/conf/httpd.conf:
>Global symbol "$m" requires explicit package name at 
>/usr/local/sti/rt2/bin/webmux.pl line 94.
>Compilation failed in require at (eval 6) line 1.
>
>[root at rt /]#

Anyone have a good roadmap of how to migrate from 2.0.9 to 3.0.0?

Thanks
Nick
****************************************************
Nicolae P. Costescu, Ph.D.  / Senior Developer
Stronghold Technologies
46040 Center Oak Plaza, Suite 160 / Sterling, Va 20166
Tel: 571-434-1472 / Fax: 571-434-1478



From mick at onramp.ca  Thu Apr 10 20:28:37 2003
From: mick at onramp.ca (Mick Szucs)
Date: Thu, 10 Apr 2003 20:28:37 -0400
Subject: [rt-users] RT 3 - Postgres vs. MySQL?
Message-ID: <200304102028.37686.mick@onramp.ca>

Hi All,

My company is going to be making the move to RT3 shortly, having been using 
RT2 for some time now.

Our RT2 machine is running Postgres, but has been having some rather severe 
performance issues that I've been unable to clear up through DB tuning.  Ours 
is the case where loading a ticket causes Postmaster to consume 100% CPU for 
an extended period while loading the ticket - I've seen other people mention 
this issue on this list but no definite solutions for it.

I'm debating the move from Postgres to MySQL for the RT3 box.  I'm wondering 
if anyone has experience with either or what the general consensus is in 
regard to Postgres vs MySQL (with regard to RT.)

Also, I haven't yet RTFM, but I'm assuming that there's some way to migrate 
our 12,000+ RT2 tickets to the RT3 system?

Thanks,

Mick


From cwfox at fujitsu.com  Thu Apr 10 21:59:58 2003
From: cwfox at fujitsu.com (Camron W. Fox)
Date: Thu, 10 Apr 2003 15:59:58 -1000
Subject: [rt-users] Upgrading from rt2 to rt3 on the same box.
Message-ID: 

Alle,

	For reasons to lengthy to get into in this post, I need to do testing of
rt3 on the same machine that we are currently running rt2 on. After running
"perl sbin/rt-test-dependencies --with-mysql --with-modperl1" I get the
output below. How will updating the current version (example HTML::Mason
1.16 is required, we have 1.04) affect the running rt2 version? We it cause
problems?

Best Regards,
Camron

[cwfox at hilo rt-3-0-0]$ perl
sbin/rt-test-dependencies --with-mysql --with-modperl1
I18N-COMPAT dependencies:
	Text::Iconv ...MISSING
	Encode::compat 0.04...MISSING
MASON dependencies:
	Params::Validate 0.02...found
	Cache::Cache ...MISSING
	Exception::Class ...MISSING
	HTML::Mason 1.16...MISSING
		HTML::Mason version 1.16 required--this is only version 1.04 at (eval 9)
line 2.
	MLDBM ...found
	Errno ...found
	FreezeThaw ...found
	Digest::MD5 ...found
	CGI::Cookie 1.20...found
	Storable ...found
	Apache::Session 1.53...found
MYSQL dependencies:
	DBD::mysql 2.0416...found
MODPERL1 dependencies:
	CGI ...found
	Apache::Request ...found
	Apache::DBI ...MISSING
MAILGATE dependencies:
	HTML::TreeBuilder ...MISSING
	HTML::FormatText ...MISSING
	Getopt::Long ...found
	LWP::UserAgent ...found
CLI dependencies:
	Getopt::Long 2.24...found
DEV dependencies:
	Regexp::Common ...MISSING
	Time::HiRes ...found
	Test::Inline ...MISSING
	WWW::Mechanize ...MISSING
CORE dependencies:
	Digest::MD5 ...found
	DBI 1.18...found
	Test::Inline ...MISSING
	Class::ReturnValue 0.40...MISSING
	DBIx::SearchBuilder 0.80...MISSING
		DBIx::SearchBuilder version 0.8 required--this is only version 0.60 at
(eval 45) line 2.
	Text::Template ...found
	File::Spec 0.8...found
	HTML::Entities ...found
	Net::Domain ...found
	Log::Dispatch 2.0...found
	Locale::Maketext ...MISSING
	Locale::Maketext::Lexicon 0.10...MISSING
	Locale::Maketext::Fuzzy ...MISSING
	MIME::Entity 5.108...found
	Mail::Mailer 1.57...MISSING
		Mail::Mailer version 1.57 required--this is only version 1.44 at (eval 83)
line 2.
	Net::SMTP ...found
	Text::Wrapper ...found
	Time::ParseDate ...MISSING
	File::Temp ...found
	Term::ReadKey ...found
	Text::Autoformat ...MISSING
	Text::Quoted ...MISSING
[cwfox at hilo rt-3-0-0]$


Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu America, INC.
E-mail:		cwfox at fujitsu.com
Phone:		(808) 934-4102
Pager:		(808) 934-1290
Cell:			(808) 937-5026




From gregory.hosler at accessgate.com.sg  Thu Apr 10 22:11:23 2003
From: gregory.hosler at accessgate.com.sg (Gregory Hosler)
Date: Fri, 11 Apr 2003 10:11:23 +0800 (SGT)
Subject: [rt-users] How to change Owner ?
Message-ID: 

Hi,

RT2 user here.

as project manager (and RT administrator), I want to be able to reassign TR's
from one project member, to another project member.

I have tried granting myself various "rights", yet everytime I try to change an
owner, I get the failure message

        "You can only reassign tickets that you own or that are unowned"

is there any way for me, as project manager, to shuffle the owner ?

thanks and best regards,

-Greg

----------------------------------
E-Mail: Gregory Hosler 
Date: 11-Apr-2003
Time: 10:06:51

  If each of us have one object, and we exchange them,
     then each of us still has one object.
  If each of us have one idea,   and we exchange them,
     then each of us now has two ideas.

----------------------------------


From gregory.hosler at accessgate.com.sg  Thu Apr 10 22:18:25 2003
From: gregory.hosler at accessgate.com.sg (Gregory Hosler)
Date: Fri, 11 Apr 2003 10:18:25 +0800 (SGT)
Subject: [rt-users] How to change Owner ?
In-Reply-To: 
Message-ID: 

hmm...

I've noticed that I can "steal" TR's, which will reassign the ownership to
myself, and then I can reassign to someone else.

hmm... is there not a more direct way to do this ?

-Greg

On 11-Apr-2003 Gregory Hosler wrote:
> Hi,
> 
> RT2 user here.
> 
> as project manager (and RT administrator), I want to be able to reassign TR's
> from one project member, to another project member.
> 
> I have tried granting myself various "rights", yet everytime I try to change
> an
> owner, I get the failure message
> 
>         "You can only reassign tickets that you own or that are unowned"
> 
> is there any way for me, as project manager, to shuffle the owner ?
> 
> thanks and best regards,
> 
> -Greg
> 
> ----------------------------------
> E-Mail: Gregory Hosler 
> Date: 11-Apr-2003
> Time: 10:06:51
> 
>   If each of us have one object, and we exchange them,
>      then each of us still has one object.
>   If each of us have one idea,   and we exchange them,
>      then each of us now has two ideas.
> 
> ----------------------------------
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

----------------------------------
E-Mail: Gregory Hosler 
Date: 11-Apr-2003
Time: 10:17:06

  If each of us have one object, and we exchange them,
     then each of us still has one object.
  If each of us have one idea,   and we exchange them,
     then each of us now has two ideas.

----------------------------------


From gregory.hosler at accessgate.com.sg  Thu Apr 10 22:26:42 2003
From: gregory.hosler at accessgate.com.sg (Gregory Hosler)
Date: Fri, 11 Apr 2003 10:26:42 +0800 (SGT)
Subject: [rt-users] Upgrading from rt2 to rt3 on the same box.
In-Reply-To: 
Message-ID: 

I recently installed RT2 (just before RT3 was released). As such, I grabbed all
the most recent stuff from CPAN. Below is a list of my current modules, which
hopefully will answer your questions.

On 11-Apr-2003 Camron W. Fox wrote:
> Alle,
> 
>       For reasons to lengthy to get into in this post, I need to do testing of
> rt3 on the same machine that we are currently running rt2 on. After running
> "perl sbin/rt-test-dependencies --with-mysql --with-modperl1" I get the
> output below. How will updating the current version (example HTML::Mason
> 1.16 is required, we have 1.04) affect the running rt2 version? We it cause
> problems?
> 
> Best Regards,
> Camron
> 


>       HTML::Mason 1.16...MISSING
>               HTML::Mason version 1.16 required--this is only version 1.04 at
> (eval 9) line 2.

I'm running perl-HTML-Mason-1.19-1

>       DBIx::SearchBuilder 0.80...MISSING
>               DBIx::SearchBuilder version 0.8 required--this is only version
> 0.60 at (eval 45) line 2.

I'm running perl-DBIx-SearchBuilder-0.80-1

>       Mail::Mailer 1.57...MISSING
>               Mail::Mailer version 1.57 required--this is only version 1.44
> at (eval 83) line 2.

I'm running perl-MailTools-1.58-1

I'm not experiancing any reall issues w/ RT2 with the newer modules I've listed
above.

having said that, you would probably be wise to save aside the rpms (or
whatever you used to install your older perl modules) before installing newer
ones, just incase you need to back down.

-Greg

----------------------------------
E-Mail: Gregory Hosler 
Date: 11-Apr-2003
Time: 10:19:46

  If each of us have one object, and we exchange them,
     then each of us still has one object.
  If each of us have one idea,   and we exchange them,
     then each of us now has two ideas.

----------------------------------


From jaq at spacepants.org  Fri Apr 11 02:05:26 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Fri, 11 Apr 2003 16:05:26 +1000
Subject: [rt-users] 2.0->3.0 migration help, script reports error
In-Reply-To: <4.3.2.7.2.20030410154402.027594b8@mail.qrts.com>
References: <4.3.2.7.2.20030410154402.027594b8@mail.qrts.com>
Message-ID: <20030411060526.GA31844@spacepants.org>

This one time, at band camp, Nicolae P. Costescu wrote:
>>[postgres at admin upgrade]$ ./rt-2.0-to-dumpfile
>>"config" is not defined in %Getopt::Long::EXPORT_TAGS at

You need to upgrade Getopt::Long on the rt2 machine.  I had this error when
dumping my rt2 database from a red hat 7.0 machine.  I just used the CPAN
shell to update the module and the exporter ran fine.

-- 
jaq at spacepants.org                           http://spacepants.org/jaq.gpg


From jaq at spacepants.org  Fri Apr 11 02:07:04 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Fri, 11 Apr 2003 16:07:04 +1000
Subject: [rt-users] RT 3 - Postgres vs. MySQL?
In-Reply-To: <200304102028.37686.mick@onramp.ca>
References: <200304102028.37686.mick@onramp.ca>
Message-ID: <20030411060704.GB31844@spacepants.org>

This one time, at band camp, Mick Szucs wrote:
>Our RT2 machine is running Postgres, but has been having some rather severe 
>performance issues that I've been unable to clear up through DB tuning.  Ours 
>is the case where loading a ticket causes Postmaster to consume 100% CPU for 
>an extended period while loading the ticket - I've seen other people mention 
>this issue on this list but no definite solutions for it.

I've noticed this in the last few days with postgresql 7.3.2 and rt 3.0.0,
when trying to "reply" to a ticket.  See my other post today for details.

-- 
jaq at spacepants.org                           http://spacepants.org/jaq.gpg


From jaq at spacepants.org  Fri Apr 11 02:31:33 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Fri, 11 Apr 2003 16:31:33 +1000
Subject: [rt-users] crazy sql during "reply" action
Message-ID: <20030411063133.GC31844@spacepants.org>

Hi all,

I'm running RT 3.0.0 with Postgres 7.3.2.  It's running at an average speed,
but when I click on the Reply link to eply to a ticket, the database jumps
up to 100% CPU usage for about 15 minutes, before it finally returns and I
am presented wi th the Update ticket page for sending correspondance.

A bit of investigation showed that the database is choking on this SQL
query:

SELECT DISTINCT main.* 
FROM Users main, Principals Principals_1, Groups Groups_2,
     Principals Principals_3, Principals Principals_4, ACL ACL_5,
     CachedGroupMembers CachedGroupMembers_6,
     CachedGroupMembers CachedGroupMembers_7
WHERE ((ACL_5.RightName = 'SuperUser')OR(ACL_5.RightName = 'OwnTicket')) AND
      ((CachedGroupMembers_7.GroupId = '4')) AND
      ((Principals_1.Disabled = '0')) AND
      ((Principals_1.PrincipalType = 'User')) AND
      ((Principals_3.PrincipalType = 'User')) AND
      (ACL_5.ObjectType = 'RT::System'  OR 
          (ACL_5.ObjectType = 'RT::Queue'  AND ACL_5.ObjectId = '4')) AND
      ((ACL_5.PrincipalId = Principals_4.Id AND
        Principals_4.id = Groups_2.Id AND
        ACL_5.PrincipalType = 'Group' AND
        (Groups_2.Domain = 'SystemInternal' OR
         Groups_2.Domain = 'UserDefined' OR
         Groups_2.Domain = 'ACLEquivalence')) OR
       (((Groups_2.Domain = 'RT::Queue-Role' AND
          Groups_2.Instance = '4') OR
         (Groups_2.Domain = 'RT::Ticket-Role' AND
          Groups_2.Instance = '376')) AND
        Groups_2.Type = ACL_5.PrincipalType AND
        Groups_2.Id = Principals_4.id AND
        Principals_4.PrincipalType = 'Group')) AND
      main.id = Principals_1.id AND
      Principals_1.id = CachedGroupMembers_7.MemberId AND
      main.id = Principals_3.id AND
      CachedGroupMembers_6.MemberId = Principals_3.Id AND
      CachedGroupMembers_6.GroupId = Principals_4.Id
ORDER BY main.Name ASC

Now, my first question is: What is this query trying to do?  I ran it
manually, it looks like it's trying to fill out the Owner dropdown box, i.e.
finding all the users who could possibly own this ticket.

My second question is: did you write this query by hand? :-)  It's quite
insane.

Finally, what can I do to speed this up?  15 minutes is incredibly
undesirable to wait to reply to a ticket, we may as well not bother using
RT.

I've already checked postgres's configuration for tuning, and checked the
indexes relating to this query and they seem okay.  I'm not sure that this
is a problem with the database, though, only this query.

-- 
jaq at spacepants.org                           http://spacepants.org/jaq.gpg


From jesse at bestpractical.com  Fri Apr 11 02:41:37 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 11 Apr 2003 02:41:37 -0400
Subject: [rt-users] crazy sql during "reply" action
In-Reply-To: <20030411063133.GC31844@spacepants.org>
References: <20030411063133.GC31844@spacepants.org>
Message-ID: <20030411064137.GN4018@fsck.com>

You may want to follow the ongoing discussion of this issue on rt-devel.
It's a known problem and it's being worked on.

	-j


On Fri, Apr 11, 2003 at 04:31:33PM +1000, Jamie Wilkinson wrote:
> Hi all,
> 
> I'm running RT 3.0.0 with Postgres 7.3.2.  It's running at an average speed,
> but when I click on the Reply link to eply to a ticket, the database jumps
> up to 100% CPU usage for about 15 minutes, before it finally returns and I
> am presented wi th the Update ticket page for sending correspondance.
> 
> A bit of investigation showed that the database is choking on this SQL
> query:
> 
> SELECT DISTINCT main.* 
> FROM Users main, Principals Principals_1, Groups Groups_2,
>      Principals Principals_3, Principals Principals_4, ACL ACL_5,
>      CachedGroupMembers CachedGroupMembers_6,
>      CachedGroupMembers CachedGroupMembers_7
> WHERE ((ACL_5.RightName = 'SuperUser')OR(ACL_5.RightName = 'OwnTicket')) AND
>       ((CachedGroupMembers_7.GroupId = '4')) AND
>       ((Principals_1.Disabled = '0')) AND
>       ((Principals_1.PrincipalType = 'User')) AND
>       ((Principals_3.PrincipalType = 'User')) AND
>       (ACL_5.ObjectType = 'RT::System'  OR 
>           (ACL_5.ObjectType = 'RT::Queue'  AND ACL_5.ObjectId = '4')) AND
>       ((ACL_5.PrincipalId = Principals_4.Id AND
>         Principals_4.id = Groups_2.Id AND
>         ACL_5.PrincipalType = 'Group' AND
>         (Groups_2.Domain = 'SystemInternal' OR
>          Groups_2.Domain = 'UserDefined' OR
>          Groups_2.Domain = 'ACLEquivalence')) OR
>        (((Groups_2.Domain = 'RT::Queue-Role' AND
>           Groups_2.Instance = '4') OR
>          (Groups_2.Domain = 'RT::Ticket-Role' AND
>           Groups_2.Instance = '376')) AND
>         Groups_2.Type = ACL_5.PrincipalType AND
>         Groups_2.Id = Principals_4.id AND
>         Principals_4.PrincipalType = 'Group')) AND
>       main.id = Principals_1.id AND
>       Principals_1.id = CachedGroupMembers_7.MemberId AND
>       main.id = Principals_3.id AND
>       CachedGroupMembers_6.MemberId = Principals_3.Id AND
>       CachedGroupMembers_6.GroupId = Principals_4.Id
> ORDER BY main.Name ASC
> 
> Now, my first question is: What is this query trying to do?  I ran it
> manually, it looks like it's trying to fill out the Owner dropdown box, i.e.
> finding all the users who could possibly own this ticket.
> 
> My second question is: did you write this query by hand? :-)  It's quite
> insane.
> 
> Finally, what can I do to speed this up?  15 minutes is incredibly
> undesirable to wait to reply to a ticket, we may as well not bother using
> RT.
> 
> I've already checked postgres's configuration for tuning, and checked the
> indexes relating to this query and they seem okay.  I'm not sure that this
> is a problem with the database, though, only this query.
> 
> -- 
> jaq at spacepants.org                           http://spacepants.org/jaq.gpg
> _______________________________________________
> 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 jaq at spacepants.org  Fri Apr 11 03:09:36 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Fri, 11 Apr 2003 17:09:36 +1000
Subject: [rt-users] crazy sql during "reply" action
In-Reply-To: <20030411064137.GN4018@fsck.com>
References: <20030411063133.GC31844@spacepants.org> <20030411064137.GN4018@fsck.com>
Message-ID: <20030411070936.GD31844@spacepants.org>

This one time, at band camp, Jesse Vincent wrote:
>You may want to follow the ongoing discussion of this issue on rt-devel.
>It's a known problem and it's being worked on.

Cool, thanks.

-- 
jaq at spacepants.org                           http://spacepants.org/jaq.gpg


From frankie at etsetb.upc.es  Fri Apr 11 03:18:18 2003
From: frankie at etsetb.upc.es (Francesc Guasch)
Date: Fri, 11 Apr 2003 09:18:18 +0200
Subject: [rt-users] postfix: 405 Method Not Allowed
In-Reply-To: 
References: 
Message-ID: <3E966C3A.1090406@etsetb.upc.es>

Ray Thompson escribi?::
>>   
>>         AddHandler perl-script .html

> Maybe try 
> SetHandler perl-script
> Instead of 
> AddHandler perl-script .html

Great ! it worked.
Thank you very much, Ray.



From shimi at shimi.net  Fri Apr 11 03:59:54 2003
From: shimi at shimi.net (shimi)
Date: Fri, 11 Apr 2003 10:59:54 +0300 (IDT)
Subject: [rt-users] Spam. Enough?
Message-ID: 

What would you guys suggest for handling spam? 

I mean, I don't want it even to get a ticket opened.

There are some known characteristics, like:
1. fixed subjects: "A special exite game", "CELLPADDING", "A new website"
2. fixed senders: "big at boss.com", "marketing44 at disney.biz"

etc.

What would be the best approach? Procmail? Scrips?

I would like to hear your ideas...

p.s. I use Sendmail, RT3, Perl 5.8.0, Linux Kernel 2.4.18-27.7.x (from RH)

-- 

  Best regards,
     Shimi


----

   "Outlook is a massive flaming horrid blatant security violation, which
    also happens to be a mail reader."

   "Sure UNIX is user friendly; it's just picky about who its friends are."



From frankie at etsetb.upc.es  Fri Apr 11 05:31:31 2003
From: frankie at etsetb.upc.es (Francesc Guasch)
Date: Fri, 11 Apr 2003 11:31:31 +0200
Subject: [rt-users] Spam. Enough?
In-Reply-To: 
References: 
Message-ID: <3E968B73.3030806@etsetb.upc.es>

shimi escribi?::
> What would you guys suggest for handling spam? 

SpamAssassin

It comes with amavis ( http://www.ijs.si/software/amavisd/ )
that also scans the mails with the antivirus.

But I think you can install SpamAssassin alone.



From mick at onramp.ca  Fri Apr 11 07:26:21 2003
From: mick at onramp.ca (Mick Szucs)
Date: 11 Apr 2003 07:26:21 -0400
Subject: [rt-users] Spam. Enough?
In-Reply-To: <3E968B73.3030806@etsetb.upc.es>
References: 
	 <3E968B73.3030806@etsetb.upc.es>
Message-ID: <1050060380.21101.5.camel@hal9000.internal.onramp.ca>

On Fri, 2003-04-11 at 05:31, Francesc Guasch wrote:
> shimi escribi?::
> > What would you guys suggest for handling spam? 
> 
> SpamAssassin
> 
> It comes with amavis ( http://www.ijs.si/software/amavisd/ )
> that also scans the mails with the antivirus.
> 
> But I think you can install SpamAssassin alone.

http://www.spamassassin.org/

It's what we're using here too, to filter mail to our hostmaster queue
(because spammers LOOOOVE hostmaster.)  It works really well.

Cheers.

Mick




From mick at onramp.ca  Fri Apr 11 08:05:30 2003
From: mick at onramp.ca (Mick Szucs)
Date: 11 Apr 2003 08:05:30 -0400
Subject: [rt-users] RT 3 - Postgres vs. MySQL?
In-Reply-To: <4.3.2.7.2.20030410233244.017faca8@mail.strongholdtech.com>
References: <4.3.2.7.2.20030410233244.017faca8@mail.strongholdtech.com>
Message-ID: <1050062730.21109.25.camel@hal9000.internal.onramp.ca>

On Thu, 2003-04-10 at 23:35, Nicolae P. Costescu wrote:
> Let me know if you are able to migrate properly.

Having browsed the rt-users and rt-devel lists, I'm not sure if RT 3 is
the right choice right now.  Seems like there may still be some pretty
heavy duty performance bugs to sort out.  Of course, people tend to only
write to these lists when they've got a problem .. I should be looking
elsewhere for affirmations and glowing praise.  :)

> We had perf. issues with 4000 tickets.

> What I did was install rt2.0.15 (I was a 2.0.9) on a faster machine 
> (p4/2.4GHz w/PC2100 DDR 512MB), along with the latest postgres (7.3.2 I 
> guess whatever the latest is I got it today).

What sort of performance issues?  I'm looking to avoid the postgres 100%
CPU utilization on ticket-display problem that we're having now.  If you
were having that one (which make RT a major PIA sometimes) and it's gone
now, then I'm tempted to head for RT 2.0.15.  Having read about the
similar problem people are having with reply-to tickets consuming
massive CPU in RT3, 2.0.15 sounds like the safer bet.

> Apparently doing those three things has yielded a very significant 
> improvement (everyone is happy now).

This would be good.

> The old machine was an athlon 1.1GHz w/1gig SDRAM.

> One question - do you do a "vacuum verbose analyze" each night? The verbose 
> is unnecessary, but you can see how many obsolete tuples it deletes if you 
> do verbose.

Yup.  We've got the nightly vacuum in there.

> What is you hardware config?

I'm not sure of the processor spec, but it's probably in the
neighbourhood of a Ghz - 1 Gig of RAM.

Thanks,

Mick



From wash at wananchi.biz  Fri Apr 11 08:21:23 2003
From: wash at wananchi.biz (ODHIAMBO Washington)
Date: Fri, 11 Apr 2003 15:21:23 +0300
Subject: [rt-users] Protecting RT
Message-ID: <20030411122123.GA1655@ns2.wananchi.com>

Lo RT-Likes,

Instance: RT2.

Imagine a case where some moron sends an e-mail to one of RT queues with a
non-existent address (local_part) on a valid domain name.

Today I had a situation where RT ended up creating hundreds of tickets in
a similar case.

One moron sent an e-mail from postmaster at domain.name. This postmaster
account/alias is not defined on their server. RT got the e-mail and
promptly used the AutoReply feature in the relevant queue. The message
hit the original submiter's server and the server responded with a
"Mail Delivery Failure" to RT, which created a second ticket and so on..
and so forth. This was NOT a mail loop, AFAIK.

So RT was acting correctly, creating new tickets as it's supposed to,
but this turns to be such a nasty experience. Hundreds of useless tickets.

If there was a way RT could look at the message body and extract a ticket
number, it would be a nice feature, since that way it could relate it
to an existing ticket and just add the new mail as a correspondence.

I checked etc/config.pm but could not see anything like this.

Would appreciate any pointers.




        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 neruda at neruda.com  Fri Apr 11 08:24:45 2003
From: neruda at neruda.com (Steve Neruda)
Date: Fri, 11 Apr 2003 08:24:45 -0400
Subject: [rt-users] Protecting RT
References: <20030411122123.GA1655@ns2.wananchi.com>
Message-ID: <3E96B40D.60709@neruda.com>

*This message was transferred with a trial version of CommuniGate(tm) Pro*
An X-loop-detect SMTP   header should probably be inserted also. Somce 
MTAs don't include the body of the message with a bounce.  

SteveN


ODHIAMBO Washington wrote:

>*This message was transferred with a trial version of CommuniGate(tm) Pro*
>Lo RT-Likes,
>
>Instance: RT2.
>
>Imagine a case where some moron sends an e-mail to one of RT queues with a
>non-existent address (local_part) on a valid domain name.
>
>Today I had a situation where RT ended up creating hundreds of tickets in
>a similar case.
>
>One moron sent an e-mail from postmaster at domain.name. This postmaster
>account/alias is not defined on their server. RT got the e-mail and
>promptly used the AutoReply feature in the relevant queue. The message
>hit the original submiter's server and the server responded with a
>"Mail Delivery Failure" to RT, which created a second ticket and so on..
>and so forth. This was NOT a mail loop, AFAIK.
>
>So RT was acting correctly, creating new tickets as it's supposed to,
>but this turns to be such a nasty experience. Hundreds of useless tickets.
>
>If there was a way RT could look at the message body and extract a ticket
>number, it would be a nice feature, since that way it could relate it
>to an existing ticket and just add the new mail as a correspondence.
>
>I checked etc/config.pm but could not see anything like this.
>
>Would appreciate any pointers.
>
>
>
>
>        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
>  
>




From chris at summersault.com  Fri Apr 11 09:28:34 2003
From: chris at summersault.com (Chris Hardie)
Date: Fri, 11 Apr 2003 08:28:34 -0500 (EST)
Subject: [rt-users] Spam. Enough?
In-Reply-To: 
References: 
Message-ID: 

On Fri, 11 Apr 2003, shimi wrote:

>
> What would you guys suggest for handling spam?
>
> I mean, I don't want it even to get a ticket opened.
>
> What would be the best approach? Procmail? Scrips?

SpamAssassin is a good first approach.  We use an alternate method I
thought I'd throw out:

When a message first comes into our qmail mail server (destined for RT or
not), we check it against several RBLs, and append an "X-RBL" header for
each RBL where IP addresses in the headers of the message are blacklisted.
(This is nice for user-level filtering too.)

We then use TMDA  to confirm any sender with an RBL
listing before their message is inserted to RT.  The end result is that
anyone can get through to RT if they want to (well, unless they're on our
TMDA blacklist), but senders from known spam-related IPs have to take one
extra step to confirm that they're legit.

These policies could obviously be tweaked according to your needs:
everyone has to confirm themselves first, relax the criteria for requiring
confirmation, etc.

Chris


From khera at kcilink.com  Fri Apr 11 10:14:06 2003
From: khera at kcilink.com (Vivek Khera)
Date: Fri, 11 Apr 2003 10:14:06 -0400
Subject: [rt-users] Spam. Enough?
In-Reply-To: <3E968B73.3030806@etsetb.upc.es>
References: 
	<3E968B73.3030806@etsetb.upc.es>
Message-ID: <16022.52654.63043.479205@yertle.int.kciLink.com>

>>>>> "FG" == Francesc Guasch  writes:

FG> It comes with amavis ( http://www.ijs.si/software/amavisd/ )
FG> that also scans the mails with the antivirus.

it doesn't *require* you use an antivirus, just supports using one.


From nick at strongholdtech.com  Fri Apr 11 11:26:07 2003
From: nick at strongholdtech.com (Nicolae P. Costescu)
Date: Fri, 11 Apr 2003 11:26:07 -0400
Subject: Fwd: Re: [rt-users] RT 3 - Postgres vs. MySQL?
Message-ID: <4.3.2.7.2.20030411112402.047c6980@mail.strongholdtech.com>

>What sort of performance issues?  I'm looking to avoid the postgres 100%
>CPU utilization on ticket-display problem that we're having now.  If you
>were having that one (which make RT a major PIA sometimes) and it's gone
>now, then I'm tempted to head for RT 2.0.15.  Having read about the
>similar problem people are having with reply-to tickets consuming
>massive CPU in RT3, 2.0.15 sounds like the safer bet.

I think it isn't just moving to rt2.0.15 that did it, I think it's a combo 
of the faster hardware (roughly 3x the memory  bandwidth, 2x processor 
clock adjusted for athlon being faster than p4), latest version of postgres.

ALSO NOTE: I thought everything was fine, then I couldn't write tickets. 
Apparently 2.0.15 is NOT happy with the perl modules you install for 3.0.0. 
I'm going to have to redo the installation with the packages that 2.0.9 
wanted - and my performance may go away if it was related to new versions 
of the perl modules.


****************************************************
Nicolae P. Costescu, Ph.D.  / Senior Developer
Stronghold Technologies
46040 Center Oak Plaza, Suite 160 / Sterling, Va 20166
Tel: 571-434-1472 / Fax: 571-434-1478



From nick at strongholdtech.com  Fri Apr 11 11:28:21 2003
From: nick at strongholdtech.com (Nicolae P. Costescu)
Date: Fri, 11 Apr 2003 11:28:21 -0400
Subject: Fwd: [rt-users] crazy sql during "reply" action
Message-ID: <4.3.2.7.2.20030411112701.047cb2c0@mail.strongholdtech.com>

15 minutes - check if you are running out of disk space while this query is 
running. When postgres has used up its sort ram it will writ 
pg_sorttempXXXX files to the database directory and do sorts on disk. If 
you have a bad query, this will go on until you run out of disk space, at 
which time the postgres backend you were talking to will die and clean up 
all its temp sort files (so you dont' see the evidence). You have to do a 
disk usage while it's running and see if that's the cause.

>Hi all,
>
>I'm running RT 3.0.0 with Postgres 7.3.2.  It's running at an average speed,
>but when I click on the Reply link to eply to a ticket, the database jumps
>up to 100% CPU usage for about 15 minutes, before it finally returns and I
>am presented wi th the Update ticket page for sending correspondance.
>
>A bit of investigation showed that the database is choking on this SQL
>query:
>
>SELECT DISTINCT main.*
>FROM Users main, Principals Principals_1, Groups Groups_2,
>      Principals Principals_3, Principals Principals_4, ACL ACL_5,
>      CachedGroupMembers CachedGroupMembers_6,
>      CachedGroupMembers CachedGroupMembers_7
>WHERE ((ACL_5.RightName = 'SuperUser')OR(ACL_5.RightName = 'OwnTicket')) AND
>       ((CachedGroupMembers_7.GroupId = '4')) AND
>       ((Principals_1.Disabled = '0')) AND
>       ((Principals_1.PrincipalType = 'User')) AND
>       ((Principals_3.PrincipalType = 'User')) AND
>       (ACL_5.ObjectType = 'RT::System'  OR
>           (ACL_5.ObjectType = 'RT::Queue'  AND ACL_5.ObjectId = '4')) AND
>       ((ACL_5.PrincipalId = Principals_4.Id AND
>         Principals_4.id = Groups_2.Id AND
>         ACL_5.PrincipalType = 'Group' AND
>         (Groups_2.Domain = 'SystemInternal' OR
>          Groups_2.Domain = 'UserDefined' OR
>          Groups_2.Domain = 'ACLEquivalence')) OR
>        (((Groups_2.Domain = 'RT::Queue-Role' AND
>           Groups_2.Instance = '4') OR
>          (Groups_2.Domain = 'RT::Ticket-Role' AND
>           Groups_2.Instance = '376')) AND
>         Groups_2.Type = ACL_5.PrincipalType AND
>         Groups_2.Id = Principals_4.id AND
>         Principals_4.PrincipalType = 'Group')) AND
>       main.id = Principals_1.id AND
>       Principals_1.id = CachedGroupMembers_7.MemberId AND
>       main.id = Principals_3.id AND
>       CachedGroupMembers_6.MemberId = Principals_3.Id AND
>       CachedGroupMembers_6.GroupId = Principals_4.Id
>ORDER BY main.Name ASC
>
>Now, my first question is: What is this query trying to do?  I ran it
>manually, it looks like it's trying to fill out the Owner dropdown box, i.e.
>finding all the users who could possibly own this ticket.
>
>My second question is: did you write this query by hand? :-)  It's quite
>insane.
>
>Finally, what can I do to speed this up?  15 minutes is incredibly
>undesirable to wait to reply to a ticket, we may as well not bother using
>RT.
>
>I've already checked postgres's configuration for tuning, and checked the
>indexes relating to this query and they seem okay.  I'm not sure that this
>is a problem with the database, though, only this query.
>
>--
>jaq at spacepants.org                           http://spacepants.org/jaq.gpg
>_______________________________________________
>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

****************************************************
Nicolae P. Costescu, Ph.D.  / Senior Developer
Stronghold Technologies
46040 Center Oak Plaza, Suite 160 / Sterling, Va 20166
Tel: 571-434-1472 / Fax: 571-434-1478



From william.george at vonage.com  Fri Apr 11 11:27:04 2003
From: william.george at vonage.com (William George)
Date: Fri, 11 Apr 2003 11:27:04 -0400
Subject: [rt-users] $session{CurrentUser} vs $RT::CurrentUser
Message-ID: <94581B2EF830914EA45F6796476BEEED01A86B7A@mail2.vonage.net>

A coding question. I'm working on some new code for RT 2, and I notice that the Current User is being passed (stored?) in the session via $session{CurrentUser}. I also note that the RT.pm package defines a $RT::CurrentUser.

Which object is better to use?

Bill George


From r at elhames.co.uk  Fri Apr 11 12:32:02 2003
From: r at elhames.co.uk (R El -Hames)
Date: Fri, 11 Apr 2003 17:32:02 +0100
Subject: [rt-users] rt3- customization
Message-ID: <001c01c30047$e1e057c0$6e70840a@maximus>

Hi there;

Is there a way of hiding Ownership; status and queue changes from the Selfservice view; the same way Comments are hidden..
Many thanks;
Roy



From jaq at spacepants.org  Fri Apr 11 12:36:20 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Sat, 12 Apr 2003 02:36:20 +1000
Subject: Fwd: [rt-users] crazy sql during "reply" action
In-Reply-To: <4.3.2.7.2.20030411112701.047cb2c0@mail.strongholdtech.com>
References: <4.3.2.7.2.20030411112701.047cb2c0@mail.strongholdtech.com>
Message-ID: <20030411163619.GA19340@spacepants.org>

This one time, at band camp, Nicolae P. Costescu wrote:
>15 minutes - check if you are running out of disk space while this query is 
>running. When postgres has used up its sort ram it will writ 
>pg_sorttempXXXX files to the database directory and do sorts on disk. If 
>you have a bad query, this will go on until you run out of disk space, at 
>which time the postgres backend you were talking to will die and clean up 
>all its temp sort files (so you dont' see the evidence). You have to do a 
>disk usage while it's running and see if that's the cause.

Nah, the machine has more disk than we really know what to do with, and it's
certainly not running out of RAM.  As Jesse said, the thread on rt-devel
contained some of the answers to my questions -- it's a problem with the way
the queries are being created.

Short of hacking on it (DBIx::SearchBuilder, I think) myself, I'm going to
hope that the guys who are already working on it come up with a good
solution soon :-)

-- 
jaq at spacepants.org                           http://spacepants.org/jaq.gpg


From fox-rt_users at vulpes.net  Fri Apr 11 12:46:01 2003
From: fox-rt_users at vulpes.net (Jeremy Doran)
Date: 11 Apr 2003 09:46:01 -0700
Subject: [rt-users] Limiting requestors to only see tickets they requested
In-Reply-To: <1048790442.22482.13.camel@pictus.engr.nominum.com>
References: <1048790442.22482.13.camel@pictus.engr.nominum.com>
Message-ID: <1050079560.7066.24.camel@pictus.engr.nominum.com>

I wanted to follow up on this, as this is rapidly becoming a 'make or
break' issue to whether we keep RT here. 

I got one reply back privately with a suggestion, but so far, that
hasn't seemed to work. 

Right now, I'm experimenting to see if I can do this with RT3, but so
far, I've not been able to restrict it so that 'Requestor 1' can _only_
see tickets that they have submitted, and _not see_ tickets from
'Requestor 2'

I've limited the groups down as follows thus far:

Global group Everyone: 
 CreateTicket
 ModifySelf

Queue group Requestor:
 ShowTicket
 ReplyToTicket

If I log in as 'Requestor 1' who submitted ticket (for example's sake)
3101, I see that ticket in the listing of tickets that user requested.
All well and good. However, if I enter ticket 3095 (submitted by
'Requestor 2' from another company) in the 'Goto Ticket' box, or edit
the URL so that id=3095 is passed to Display.html, then 'Requestor 1' is
able to see 'Requestor 2's ticket, as well as any proprietary and
confidential information that might be in that ticket. This is what we
absolutely must be able to prevent if we are to continue with RT at our
company. 

'Requestor 1' _must not_ be able to see tickets that they did not
request.

Is this possible? If not, what would need to be done to make it so in
the code?

Thanks,

On Thu, 2003-03-27 at 10:40, Jeremy Doran wrote:
> First of all, we're looking to see if it's possible for customers (ie,
> people external to our environment) who send in tickets can log into RT
> and see their tickets from the web interface. I see that this is
> possible from setting the ShowTicket privilege, but the problem here is
> that they can just type in any ticket number, and as long as they have
> that permission for that queue, they can see _any_ ticket in that queue.
> Is there any permission that should be set that will restrict that
> requestor to _only_ see tickets that they have requested? 

-- 
Jeremy Doran 



From jesse at bestpractical.com  Fri Apr 11 13:02:03 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 11 Apr 2003 13:02:03 -0400
Subject: [rt-users] Limiting requestors to only see tickets they requested
In-Reply-To: <1050079560.7066.24.camel@pictus.engr.nominum.com>
References: <1048790442.22482.13.camel@pictus.engr.nominum.com> <1050079560.7066.24.camel@pictus.engr.nominum.com>
Message-ID: <20030411170203.GV4018@fsck.com>

Is requestor 1 an honest to god unprivileged user? Someone reported this
issue about six months ago and it turned out that they had either
granted extra global/queue rights or they were using a user that had
extra rights individually.

	-j


On Fri, Apr 11, 2003 at 09:46:01AM -0700, Jeremy Doran wrote:
> 
> I wanted to follow up on this, as this is rapidly becoming a 'make or
> break' issue to whether we keep RT here. 
> 
> I got one reply back privately with a suggestion, but so far, that
> hasn't seemed to work. 
> 
> Right now, I'm experimenting to see if I can do this with RT3, but so
> far, I've not been able to restrict it so that 'Requestor 1' can _only_
> see tickets that they have submitted, and _not see_ tickets from
> 'Requestor 2'
> 
> I've limited the groups down as follows thus far:
> 
> Global group Everyone: 
>  CreateTicket
>  ModifySelf
> 
> Queue group Requestor:
>  ShowTicket
>  ReplyToTicket
> 
> If I log in as 'Requestor 1' who submitted ticket (for example's sake)
> 3101, I see that ticket in the listing of tickets that user requested.
> All well and good. However, if I enter ticket 3095 (submitted by
> 'Requestor 2' from another company) in the 'Goto Ticket' box, or edit
> the URL so that id=3095 is passed to Display.html, then 'Requestor 1' is
> able to see 'Requestor 2's ticket, as well as any proprietary and
> confidential information that might be in that ticket. This is what we
> absolutely must be able to prevent if we are to continue with RT at our
> company. 
> 
> 'Requestor 1' _must not_ be able to see tickets that they did not
> request.
> 
> Is this possible? If not, what would need to be done to make it so in
> the code?
> 
> Thanks,
> 
> On Thu, 2003-03-27 at 10:40, Jeremy Doran wrote:
> > First of all, we're looking to see if it's possible for customers (ie,
> > people external to our environment) who send in tickets can log into RT
> > and see their tickets from the web interface. I see that this is
> > possible from setting the ShowTicket privilege, but the problem here is
> > that they can just type in any ticket number, and as long as they have
> > that permission for that queue, they can see _any_ ticket in that queue.
> > Is there any permission that should be set that will restrict that
> > requestor to _only_ see tickets that they have requested? 
> 
> -- 
> Jeremy Doran 
> 
> _______________________________________________
> 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 r at elhames.co.uk  Fri Apr 11 13:16:12 2003
From: r at elhames.co.uk (R El -Hames)
Date: Fri, 11 Apr 2003 18:16:12 +0100
Subject: [rt-users] Limiting requestors to only see tickets they requested
References: <1048790442.22482.13.camel@pictus.engr.nominum.com> <1050079560.7066.24.camel@pictus.engr.nominum.com>
Message-ID: <002c01c3004e$0d16c130$6e70840a@maximus>

Jeremy;

( I take it that your requesters are non-privileged users ??)
The way I managed to avoid my non-privileged users seeing tickets other than there's:
1- The are not queue members
2- Unprivileged+Everyone groups have no rights
3- Requestors have ShowTicket + ReplytoTicket right only 
4- As an extra caution I removed the GoToticket button from the SelfService view.. 

Roy

----- Original Message ----- 
From: "Jeremy Doran" 
To: 
Sent: Friday, April 11, 2003 5:46 PM
Subject: [rt-users] Limiting requestors to only see tickets they requested


> 
> I wanted to follow up on this, as this is rapidly becoming a 'make or
> break' issue to whether we keep RT here. 
> 
> I got one reply back privately with a suggestion, but so far, that
> hasn't seemed to work. 
> 
> Right now, I'm experimenting to see if I can do this with RT3, but so
> far, I've not been able to restrict it so that 'Requestor 1' can _only_
> see tickets that they have submitted, and _not see_ tickets from
> 'Requestor 2'
> 
> I've limited the groups down as follows thus far:
> 
> Global group Everyone: 
>  CreateTicket
>  ModifySelf
> 
> Queue group Requestor:
>  ShowTicket
>  ReplyToTicket
> 
> If I log in as 'Requestor 1' who submitted ticket (for example's sake)
> 3101, I see that ticket in the listing of tickets that user requested.
> All well and good. However, if I enter ticket 3095 (submitted by
> 'Requestor 2' from another company) in the 'Goto Ticket' box, or edit
> the URL so that id=3095 is passed to Display.html, then 'Requestor 1' is
> able to see 'Requestor 2's ticket, as well as any proprietary and
> confidential information that might be in that ticket. This is what we
> absolutely must be able to prevent if we are to continue with RT at our
> company. 
> 
> 'Requestor 1' _must not_ be able to see tickets that they did not
> request.
> 
> Is this possible? If not, what would need to be done to make it so in
> the code?
> 
> Thanks,
> 
> On Thu, 2003-03-27 at 10:40, Jeremy Doran wrote:
> > First of all, we're looking to see if it's possible for customers (ie,
> > people external to our environment) who send in tickets can log into RT
> > and see their tickets from the web interface. I see that this is
> > possible from setting the ShowTicket privilege, but the problem here is
> > that they can just type in any ticket number, and as long as they have
> > that permission for that queue, they can see _any_ ticket in that queue.
> > Is there any permission that should be set that will restrict that
> > requestor to _only_ see tickets that they have requested? 
> 
> -- 
> Jeremy Doran 
> 
> _______________________________________________
> 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  Fri Apr 11 13:21:11 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 11 Apr 2003 13:21:11 -0400
Subject: [rt-users] Howto build scrips?
In-Reply-To: 
References: 
Message-ID: <20030411172111.GZ4018@fsck.com>



On Thu, Apr 10, 2003 at 11:13:36AM -0500, jkaufman at footlocker.com wrote:
> What commands/variables can be used in building custom scrips? I have
> looked at the Draft rtv3.0 Documentation, and I wasn't certain if the
> examples it gives are using perl code (and can I use just any perl code) or
> if it's some RT specific "scrips" code....
> 
> Basically is there a guide to writing custom scrips?

There's some stuff from RT 2.0 in RTFM. The real "guide" will be the
tutorial Robert Spier and I will be presenting at O'Reilly's Open Source
Conference this July in Portland, OR.

	-j
> 
> Jonathan Kaufman
> 
> Foot Locker Inc.
> E-Mail: jkaufman at footlocker.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

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


From bill at daze.net  Fri Apr 11 13:49:58 2003
From: bill at daze.net (bill at daze.net)
Date: Fri, 11 Apr 2003 10:49:58 -0700 (PDT)
Subject: [rt-users] RT 3 - Postgres vs. MySQL?
Message-ID: <20030411104522.V18078-100000@droid.daze.net>

>Having browsed the rt-users and rt-devel lists, I'm not sure if RT 3 is
>the right choice right now.  Seems like there may still be some pretty
>heavy duty performance bugs to sort out.  Of course, people tend to only
>write to these lists when they've got a problem .. I should be looking
>elsewhere for affirmations and glowing praise.  :)

We have been using RT3 for almost two weeks now and are up to 2300 tickets
as of right now.  We haven't noticed any performance problems.  In fact we
have only noticed huge performance increases (compared to RT1.x which is
understandable).  We are using MySQL as the DB engine.




From bill at daze.net  Fri Apr 11 13:54:14 2003
From: bill at daze.net (bill at daze.net)
Date: Fri, 11 Apr 2003 10:54:14 -0700 (PDT)
Subject: [rt-users] Protecting RT
Message-ID: <20030411105206.F18078-100000@droid.daze.net>

>hit the original submiter's server and the server responded with a
>"Mail Delivery Failure" to RT, which created a second ticket and so on..
>and so forth. This was NOT a mail loop, AFAIK.
>
>So RT was acting correctly, creating new tickets as it's supposed to,
>but this turns to be such a nasty experience. Hundreds of useless tickets.

It appears RT3 handles these gracefully.  Instead of creating a ticket, I
(as the administrator of RT) receive an e-mail from RT stating something
like "RT believes the following message is a bounce"...



From fox-rt_users at vulpes.net  Fri Apr 11 14:01:39 2003
From: fox-rt_users at vulpes.net (Jeremy Doran)
Date: 11 Apr 2003 11:01:39 -0700
Subject: [rt-users] Limiting requestors to only see tickets they
	requested
In-Reply-To: <20030411170203.GV4018@fsck.com>
References: <1048790442.22482.13.camel@pictus.engr.nominum.com>
	 <1050079560.7066.24.camel@pictus.engr.nominum.com>
	 <20030411170203.GV4018@fsck.com>
Message-ID: <1050084098.7232.33.camel@pictus.engr.nominum.com>

On Fri, 2003-04-11 at 10:02, Jesse Vincent wrote:
> Is requestor 1 an honest to god unprivileged user? Someone reported this
> issue about six months ago and it turned out that they had either
> granted extra global/queue rights or they were using a user that had
> extra rights individually.

I've just double checked the user in the configuration, and I have 'Let
this user access RT' checked, but 'Let this user be granted rights' is
unchecked. 

I doubled checked the global and queue rights too, and they are what I
stated. (Just making sure :)

> 
> 	-j
> 
> 
> On Fri, Apr 11, 2003 at 09:46:01AM -0700, Jeremy Doran wrote:
> > 
> > I wanted to follow up on this, as this is rapidly becoming a 'make or
> > break' issue to whether we keep RT here. 
> > 
> > I got one reply back privately with a suggestion, but so far, that
> > hasn't seemed to work. 
> > 
> > Right now, I'm experimenting to see if I can do this with RT3, but so
> > far, I've not been able to restrict it so that 'Requestor 1' can _only_
> > see tickets that they have submitted, and _not see_ tickets from
> > 'Requestor 2'
> > 
> > I've limited the groups down as follows thus far:
> > 
> > Global group Everyone: 
> >  CreateTicket
> >  ModifySelf
> > 
> > Queue group Requestor:
> >  ShowTicket
> >  ReplyToTicket
> > 
> > If I log in as 'Requestor 1' who submitted ticket (for example's sake)
> > 3101, I see that ticket in the listing of tickets that user requested.
> > All well and good. However, if I enter ticket 3095 (submitted by
> > 'Requestor 2' from another company) in the 'Goto Ticket' box, or edit
> > the URL so that id=3095 is passed to Display.html, then 'Requestor 1' is
> > able to see 'Requestor 2's ticket, as well as any proprietary and
> > confidential information that might be in that ticket. This is what we
> > absolutely must be able to prevent if we are to continue with RT at our
> > company. 
> > 
> > 'Requestor 1' _must not_ be able to see tickets that they did not
> > request.
> > 
> > Is this possible? If not, what would need to be done to make it so in
> > the code?
> > 
> > Thanks,
> > 
> > On Thu, 2003-03-27 at 10:40, Jeremy Doran wrote:
> > > First of all, we're looking to see if it's possible for customers (ie,
> > > people external to our environment) who send in tickets can log into RT
> > > and see their tickets from the web interface. I see that this is
> > > possible from setting the ShowTicket privilege, but the problem here is
> > > that they can just type in any ticket number, and as long as they have
> > > that permission for that queue, they can see _any_ ticket in that queue.
> > > Is there any permission that should be set that will restrict that
> > > requestor to _only_ see tickets that they have requested? 
> > 
> > -- 
> > Jeremy Doran 
> > 
> > _______________________________________________
> > 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
-- 
Jeremy Doran 



From fox-rt_users at vulpes.net  Fri Apr 11 14:10:04 2003
From: fox-rt_users at vulpes.net (Jeremy Doran)
Date: 11 Apr 2003 11:10:04 -0700
Subject: [rt-users] Limiting requestors to only see tickets they
	requested
In-Reply-To: <1050084098.7232.33.camel@pictus.engr.nominum.com>
References: <1048790442.22482.13.camel@pictus.engr.nominum.com>
	 <1050079560.7066.24.camel@pictus.engr.nominum.com>
	 <20030411170203.GV4018@fsck.com>
	 <1050084098.7232.33.camel@pictus.engr.nominum.com>
Message-ID: <1050084604.7065.36.camel@pictus.engr.nominum.com>

On Fri, 2003-04-11 at 11:01, Jeremy Doran wrote:
> On Fri, 2003-04-11 at 10:02, Jesse Vincent wrote:
> > Is requestor 1 an honest to god unprivileged user? Someone reported this
> > issue about six months ago and it turned out that they had either
> > granted extra global/queue rights or they were using a user that had
> > extra rights individually.
> 
> I've just double checked the user in the configuration, and I have 'Let
> this user access RT' checked, but 'Let this user be granted rights' is
> unchecked. 
> 
> I doubled checked the global and queue rights too, and they are what I
> stated. (Just making sure :)

And I wasn't sure enough. I didn't notice the 'Unprivileged' group in
RT3 had somehow gotten itself set to 'ShowTickets'. 

My bad. It looks like it's working now. 

-- 
Jeremy Doran 



From khera at kcilink.com  Fri Apr 11 15:12:05 2003
From: khera at kcilink.com (Vivek Khera)
Date: Fri, 11 Apr 2003 15:12:05 -0400
Subject: [rt-users] Protecting RT
In-Reply-To: <20030411105206.F18078-100000@droid.daze.net>
References: <20030411105206.F18078-100000@droid.daze.net>
Message-ID: <16023.4997.342006.233016@yertle.int.kciLink.com>

>>>>> "b" == bill   writes:

b> It appears RT3 handles these gracefully.  Instead of creating a ticket, I
b> (as the administrator of RT) receive an e-mail from RT stating something
b> like "RT believes the following message is a bounce"...

Happens with rt 2.0.15 as well.  However, if the remote system's
response doesn't match RT's idea of a bounce, you're hosed.  There was
a bug in versions prior to this (and some Perl modules as well) that
made the bounce detection reliably FAIL.  So make sure you're modules
and software are up to date!


From jo at meder.de  Fri Apr 11 16:06:16 2003
From: jo at meder.de (Jo Meder)
Date: Fri, 11 Apr 2003 22:06:16 +0200
Subject: [rt-users] BUG: Corrupted binary attachments [was: RT-3.0.0 & PDF attachments]
In-Reply-To: <20030410140424.GC3549@meder.de>
References: <20030410063418.GD12994@meder.de> <20030410063824.GU4018@fsck.com> <20030410140424.GC3549@meder.de>
Message-ID: <20030411200615.GA25415@meder.de>

Am 10.04.2003, 16:04 Uhr
	schr?b Jo Meder :

> Am 10.04.2003, 08:38 Uhr
> 	schrieb Jesse Vincent :
> 
> > Can you poke at the database to see if it's correct as stored in the
> > database? (Is it being corrupted on input or output)
> 
> Additional info: The same data corruption happens if I insert a
> comment to an existing ticket and attach a file via the web interface.

Ok, after some looking around it is rather obvious that with our setup
here it seems like binary attachments get converted to utf-8 although
they're marked as "application/octet-stream" or "image/gif" or whatever.

So after some digging around I came upon the following kludge to solve
the problem at least for now. You can try this if you don't care about 
utf-8 encoded text parts of emails.

In RT_Config.pm change:
------------------------------------------------------------------
@EmailInputEncodings = qw(iso-8859-1 utf-8 us-ascii);

Set($EmailOutputEncoding , 'iso-8859-1');
------------------------------------------------------------------

This is strictly "works for me", so you'd better check if it doesn't
break anything else in other setups.


	Jo.


-- 
Internetmanufaktur Jo Meder ---------------------- Berlin, Germany
http://www.meder.de/ ------------------- fon: ++49-30-417 17 63 33
Kollwitzstr. 75 ------------------------ fax: ++49-30-417 17 63 45
10435 Berlin --------------------------- mob: ++49-170- 2 98 89 97
Public GnuPG-Key ---------- http://www.meder.de/keys/jo-pubkey.txt


From cwfox at fujitsu.com  Fri Apr 11 17:08:27 2003
From: cwfox at fujitsu.com (Camron W. Fox)
Date: Fri, 11 Apr 2003 11:08:27 -1000
Subject: [rt-users] Apache::DBI module installation fails.
Message-ID: 

Alle,

	When I ran perl
sbin/rt-test-dependencies --with-mysql --with-modperl1 --install, everything
worked properly except the Apache::DBI installation. perl
sbin/rt-test-dependencies --with-mysql --with-modperl1 shows:


...
MODPERL1 dependencies:
	CGI ...found
	Apache::Request ...found
	Apache::DBI ...MISSING
...

	But a double check of installed modules shows:

[root at hilo rt-3-0-0]# /usr/local/bin/check_perl_mods | grep Apache::DBI
Apache::DBI -- 0.88
[root at hilo rt-3-0-0]#

	CPAN tries to install the current Apache-DBI-0.91 but I get the following
error:


...
Running make test
PERL_DL_NONLAZY=1
/usr/bin/perl -Iblib/arch -Iblib/lib -I/usr/lib/perl5/5.6.1/i386-linux -I/us
r/lib/perl5/5.6.1 -e 'use Test::Harness qw(&runtests $verbose); $verbose=0;
runtests @ARGV;' t/*.t
t/10mysql....ok 2/7#     Failed test (t/10mysql.t at line 23)
#     Failed test (t/10mysql.t at line 26)
t/10mysql....ok 5/7#     Failed test (t/10mysql.t at line 31)
#     Failed test (t/10mysql.t at line 33)
#     'ne'
#
#     undef
# Looks like you failed 4 tests of 7.
t/10mysql....dubious
	Test returned status 4 (wstat 1024, 0x400)
DIED. FAILED tests 3-4, 6-7
	Failed 4/7 tests, 42.86% okay
Failed Test Stat Wstat Total Fail  Failed  List of Failed
----------------------------------------------------------------------------
---
t/10mysql.t    4  1024     7    4  57.14%  3-4 6-7
Failed 1/1 test scripts, 0.00% okay. 4/7 subtests failed, 42.86% okay.
make: *** [test_dynamic] Error 2
  /usr/bin/make test -- NOT OK
Running make install
  make test had returned bad status, won't install without force
...

	I have also tried doing it by hand with no joy. Can anyone offer some
advice?

Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu America, INC.
E-mail:		cwfox at fujitsu.com




From binand at gmx.net  Sat Apr 12 10:55:39 2003
From: binand at gmx.net (Binand Sethumadhavan)
Date: Sat, 12 Apr 2003 10:55:39 -0400
Subject: [rt-users] Backporting RTFM?
Message-ID: <20030412145539.GA17307@zeus.cysphere.com>

Hi,

As I understand it, RTFM works only with RT3. Is anyone working
on backporting it to RT2 (specificaly, 2.0.15)?

We really need a system to maintain some sort of knowledge base, as I
figure RTFM would be the ideal way.

TIA,

Binand



From jesse at bestpractical.com  Sat Apr 12 02:47:07 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 12 Apr 2003 02:47:07 -0400
Subject: [rt-users] Backporting RTFM?
In-Reply-To: <20030412145539.GA17307@zeus.cysphere.com>
References: <20030412145539.GA17307@zeus.cysphere.com>
Message-ID: <20030412064707.GN4018@fsck.com>

That's not terribly likely. RTFM depends *heavily* on APIs and extension
mechanisms only present in RT3.


On Sat, Apr 12, 2003 at 10:55:39AM -0400, Binand Sethumadhavan wrote:
> Hi,
> 
> As I understand it, RTFM works only with RT3. Is anyone working
> on backporting it to RT2 (specificaly, 2.0.15)?
> 
> We really need a system to maintain some sort of knowledge base, as I
> figure RTFM would be the ideal way.
> 
> TIA,
> 
> Binand
> 
> _______________________________________________
> 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 rob at hooft.net  Sat Apr 12 03:15:31 2003
From: rob at hooft.net (Rob Hooft)
Date: Sat, 12 Apr 2003 09:15:31 +0200
Subject: [rt-users] Spam. Enough?
In-Reply-To: 
References: 
Message-ID: <3E97BD13.1020300@hooft.net>

shimi wrote:
> What would you guys suggest for handling spam? 

Using spambayes ( http://www.spambayes.org/ ) with procmail here.

Rob

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



From kim.taylor at pncbank.com  Sat Apr 12 09:38:12 2003
From: kim.taylor at pncbank.com (kim.taylor at pncbank.com)
Date: Sat, 12 Apr 2003 09:38:12 -0400
Subject: [rt-users] Will RT function without an inbox?
Message-ID: 

Having scanned the /rtfm and various install/config docs, I just cannot
tell: Will RT will function well or at all using nothing but the web
interface (and outbound mail)?

I can send but not receive mail on any server where I can install RT.
(Corporate policy -- not my own shortcoming.  All our mail is restricted to
'Notes'.  Very restricted. *sigh*)

KET





From r at elhames.co.uk  Sat Apr 12 11:01:01 2003
From: r at elhames.co.uk (R El - Hames)
Date: Sat, 12 Apr 2003 16:01:01 +0100
Subject: [rt-users] Limiting requestors to only see tickets theyrequested
References: <1048790442.22482.13.camel@pictus.engr.nominum.com> <1050079560.7066.24.camel@pictus.engr.nominum.com> <20030411170203.GV4018@fsck.com> <1050084098.7232.33.camel@pictus.engr.nominum.com> <1050084604.7065.36.camel@pictus.engr.nominum.com>
Message-ID: <001701c30104$557c91f0$52c593c3@tiger>

>
> And I wasn't sure enough. I didn't notice the 'Unprivileged' group in
> RT3 had somehow gotten itself set to 'ShowTickets'.
>

You'll need them to ShowTickets; Unless your tickets are always owned by
"Nobody"

Roy



> My bad. It looks like it's working now.
>
> --
> Jeremy Doran 
>
> _______________________________________________
> 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 shimi at shimi.net  Sat Apr 12 13:05:41 2003
From: shimi at shimi.net (shimi)
Date: Sat, 12 Apr 2003 20:05:41 +0300 (IDT)
Subject: [rt-users] Will RT function without an inbox?
In-Reply-To: 
Message-ID: 

if by "inbox" you mean "incoming mails" (RT has no real mailbox... you 
make aliases for the queues), then sure... you can always open tickets via 
the web interface. You don't have to mail them in. Just ignore the part 
about setting up the mail gateway in the installation instructions, and 
you should be fine...

On Sat, 12 Apr 2003 kim.taylor at pncbank.com wrote:

> Having scanned the /rtfm and various install/config docs, I just cannot
> tell: Will RT will function well or at all using nothing but the web
> interface (and outbound mail)?
> 
> I can send but not receive mail on any server where I can install RT.
> (Corporate policy -- not my own shortcoming.  All our mail is restricted to
> 'Notes'.  Very restricted. *sigh*)
> 
> KET
> 
> 
> 
> _______________________________________________
> 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
> 

-- 

  Best regards,
     Shimi


----

   "Outlook is a massive flaming horrid blatant security violation, which
    also happens to be a mail reader."

   "Sure UNIX is user friendly; it's just picky about who its friends are."



From pape-rt at inf.fu-berlin.de  Sat Apr 12 16:24:15 2003
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Sat, 12 Apr 2003 22:24:15 +0200
Subject: [rt-users] Problems with CanonicalizeEmailAddress in RT3
In-Reply-To: <2147483647.1049973256@[10.0.255.35]>
References: <2147483647.1049973256@[10.0.255.35]>
Message-ID: <2147483647.1050186254@otdial-212-144-011-028.arcor-ip.net>

Indeed I found that canonicalizeEmailAdress is *not* called on the 
from-adress when new email is received.

The problem is that lib/RT/Interfaces/Email/Auth/MailFrom.pm calls 
CurrentUser->LoadFromEmail which is not "overlayed" in the same way as 
User->LoadFromEmail is in lib/RT/User_Overlay.pm

I could change the behaviour to the (by me) intended one by patching 
lib/RT/Interfaces/Email/Auth/MailFrom.pm to use User->LoadFromEmail instead 
of CurrentUser->LoadFromEmail

But then I ran into another error, which is suspect:

RT3 accepts the email as a ticket but also bounces me an error message.

before I write a CurrentUser_Overlay.pm in calling CanoicalizeEmailAddress 
in the same way as User::LoadFromEmail I wonder

A) is it an intended change from RT2 to RT3 to *not* canonicalize 
Email-Adresses on receives?
B) if yes, why is it so
C) if no, what is the correct way to eliminate the bug?

Thanks,
Dirk.

--On Donnerstag, 10. April 2003 11:14 Uhr +0200 Dirk Pape 
 wrote:

> I am on the way to configure RT3 to behave like our "old" RT2 system.
>
> In RT2 we had changed the CanonicalizeEmailAddress subroutine in
> config.pm to change email-adresses from domain "inf.fu-berlin.de" to
> "mi.fu-berlin.de".
>
> In RT3 - to acchieve the same result - I defined in RT_Siteconfig.pm:
>
> Set($CanonicalizeEmailAddressMatch   , 'inf.fu-berlin.de$');
> Set($CanonicalizeEmailAddressReplace , 'mi.fu-berlin.de');
>
> with the effect that pape at inf.fu-berlin.de cannot create tickets in a
> queue where pape at mi.fu-berlin.de has rights to create. (I get the "Ticket
> creation failed" mail)
>
> I verified that pape at mi.fu-berlin.de *can* create and
> pape at inf.fu-berlin.de cannot create, so I think address canonicalization
> does not take place.
>
> In a second step I patched lib/RT/User_Overlay.pm directly by copying the
> subroutine CanonicalizeEmailAddress from our RT2-configuration into that
> file.
>
> I restarted apache afterwards.
>
> But the behavior did not change: pape at mi.fu-berlin.de *can* create and
> pape at inf.fu-berlin.de cannot create.
>
> Did anything change from RT2 to RT3 in the context where
> CanonicalizeEmailAddress is called?
>
> Thanks,
> Dirk.
> _______________________________________________
> 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  Sun Apr 13 02:43:27 2003
From: wash at wananchi.biz (ODHIAMBO Washington)
Date: Sun, 13 Apr 2003 09:43:27 +0300
Subject: [rt-users] Protecting RT
In-Reply-To: <16023.4997.342006.233016@yertle.int.kciLink.com>
References: <20030411105206.F18078-100000@droid.daze.net> <16023.4997.342006.233016@yertle.int.kciLink.com>
Message-ID: <20030413064327.GB9012@ns2.wananchi.com>

* Vivek Khera  [20030411 22:16]: wrote:
> >>>>> "b" == bill   writes:
> 
> b> It appears RT3 handles these gracefully.  Instead of creating a ticket, I
> b> (as the administrator of RT) receive an e-mail from RT stating something
> b> like "RT believes the following message is a bounce"...
> 
> Happens with rt 2.0.15 as well.  However, if the remote system's
> response doesn't match RT's idea of a bounce, you're hosed.  There was
> a bug in versions prior to this (and some Perl modules as well) that
> made the bounce detection reliably FAIL.  So make sure you're modules
> and software are up to date!


Actually, at some point I used to get mails saying "RT believes the following
message is a bounce.."
I haven't changed my RT much except add some contrib scrips.

The remote system here is M$ Exchange. I don't know is that would explain anything
but I'd still appreciate some pinpointing on what to check exactly.



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


From binand at gmx.net  Sun Apr 13 16:16:47 2003
From: binand at gmx.net (Binand Sethumadhavan)
Date: Sun, 13 Apr 2003 16:16:47 -0400
Subject: [rt-users] Protecting RT
In-Reply-To: <20030413064327.GB9012@ns2.wananchi.com>
References: <20030411105206.F18078-100000@droid.daze.net> <16023.4997.342006.233016@yertle.int.kciLink.com> <20030413064327.GB9012@ns2.wananchi.com>
Message-ID: <20030413201647.GD24422@zeus.cysphere.com>

On Sun, Apr 13, 2003 at 09:43:27AM +0300, ODHIAMBO Washington wrote:
> Actually, at some point I used to get mails saying "RT believes the following
> message is a bounce.."
> I haven't changed my RT much except add some contrib scrips.
> 
> The remote system here is M$ Exchange. I don't know is that would explain anything
> but I'd still appreciate some pinpointing on what to check exactly.

The three functions - CheckForLoops, CheckForSuspiciousSender and
CheckForAutoGenerated in Interface/Email.pm perform these checks
in RT 2.0.15. From what I figure from the code, they check for
X-RT-Loop-Prevention, postmaster/mailer-daemon address, and Precedence:
bulk/junk respectively in the headers.

Your bounces trigger loop checks.

Personally, RT behind spamassassin is all the check I have needed so far -
with MICROSOFT_EXECUTABLE bumped up.

Binand



From pdh at bestpractical.com  Sun Apr 13 19:28:42 2003
From: pdh at bestpractical.com (Phil Homewood)
Date: Mon, 14 Apr 2003 09:28:42 +1000
Subject: [rt-users] Protecting RT
In-Reply-To: <20030411122123.GA1655@ns2.wananchi.com>
References: <20030411122123.GA1655@ns2.wananchi.com>
Message-ID: <20030413232841.GB493@luggage.internal.moreton.com.au>

ODHIAMBO Washington wrote:
> One moron sent an e-mail from postmaster at domain.name. This postmaster
> account/alias is not defined on their server. RT got the e-mail and
> promptly used the AutoReply feature in the relevant queue. The message
> hit the original submiter's server and the server responded with a
> "Mail Delivery Failure" to RT, which created a second ticket and so on..
> and so forth. This was NOT a mail loop, AFAIK.

Yes, this happens when the remote system:

* does not honour "Precedence: bulk" headers
* does not generate "Precedence: bulk" headers
* does not preserve the subject header
* does not preserve any other headers that RT adds in the reply

which makes it programatically impossible to determine that the
message received is in reply to something we sent.

Bruce Campbell wrote an excellent pair of scrips, UpdateSquelch
and AutoReplySquelch, that you can find in the contrib area.
They do a damn good job of limiting the damage that such broken
systems can cause, by keeping count of the number of messages
received from an address and disabling the autoreply when a
configurable threshhold is reached.
-- 
?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From stewart.james at vu.edu.au  Sun Apr 13 20:40:45 2003
From: stewart.james at vu.edu.au (Stewart James)
Date: Mon, 14 Apr 2003 10:40:45 +1000 (EST)
Subject: [rt-users] Protecting RT
In-Reply-To: <20030413232841.GB493@luggage.internal.moreton.com.au>
References: <20030411122123.GA1655@ns2.wananchi.com>
 <20030413232841.GB493@luggage.internal.moreton.com.au>
Message-ID: 

Also the pacthes I wriote for RT would catch this and also insert the
bounce message into the appropriate ticket. (providing the system is
bouncing to the envelope sender).

THe patches I did are for RT3 and should be somewhere in the
archives...of course the patches could give you other problems.

Stewart

On Mon, 14 Apr 2003, Phil Homewood wrote:

> Date: Mon, 14 Apr 2003 09:28:42 +1000
> From: Phil Homewood 
> To: rt-users at lists.fsck.com
> Cc: ODHIAMBO Washington 
> Subject: Re: [rt-users] Protecting RT
>
> ODHIAMBO Washington wrote:
> > One moron sent an e-mail from postmaster at domain.name. This postmaster
> > account/alias is not defined on their server. RT got the e-mail and
> > promptly used the AutoReply feature in the relevant queue. The message
> > hit the original submiter's server and the server responded with a
> > "Mail Delivery Failure" to RT, which created a second ticket and so on..
> > and so forth. This was NOT a mail loop, AFAIK.
>
> Yes, this happens when the remote system:
>
> * does not honour "Precedence: bulk" headers
> * does not generate "Precedence: bulk" headers
> * does not preserve the subject header
> * does not preserve any other headers that RT adds in the reply
>
> which makes it programatically impossible to determine that the
> message received is in reply to something we sent.
>
> Bruce Campbell wrote an excellent pair of scrips, UpdateSquelch
> and AutoReplySquelch, that you can find in the contrib area.
> They do a damn good job of limiting the damage that such broken
> systems can cause, by keeping count of the number of messages
> received from an address and disabling the autoreply when a
> configurable threshhold is reached.
>


From jesse at bestpractical.com  Sun Apr 13 20:41:30 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 13 Apr 2003 20:41:30 -0400
Subject: [rt-users] [rt-announce] Updated RT 3.0 manual available
Message-ID: <20030414004130.GX4018@fsck.com>

A significantly revised manual for RT 3.0 is now available at
http://www.bestpractical.com/rt/docs.html

In addition to containing significant updates and changes, this version 
replaced the MS-word generated HTML version with a plain-ascii version
that should be easier for those of you who aren't fans of PDF.


	Jesse


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


From jaq at spacepants.org  Mon Apr 14 00:59:34 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Mon, 14 Apr 2003 14:59:34 +1000
Subject: [rt-users] crazy sql during "reply" action
In-Reply-To: <20030411064137.GN4018@fsck.com>
References: <20030411063133.GC31844@spacepants.org> <20030411064137.GN4018@fsck.com>
Message-ID: <20030414045934.GC26016@spacepants.org>

This one time, at band camp, Jesse Vincent wrote:
>You may want to follow the ongoing discussion of this issue on rt-devel.
>It's a known problem and it's being worked on.

I've just installed DBIx::SearchBuilder 0.81_02.  I can't see any noticeable
improvement in speed.

I ran vacuum full just before attempting the query.  It took 15 almost
exactly 15 minutes from the moment I clicked "Reply" until the page had
finished loading.  Postgres took about 13:53 in cpu time to complete the
query.

-- 
jaq at spacepants.org                           http://spacepants.org/jaq.gpg


From jesse at bestpractical.com  Mon Apr 14 01:08:42 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 14 Apr 2003 01:08:42 -0400
Subject: [rt-users] crazy sql during "reply" action
In-Reply-To: <20030414045934.GC26016@spacepants.org>
References: <20030411063133.GC31844@spacepants.org> <20030411064137.GN4018@fsck.com> <20030414045934.GC26016@spacepants.org>
Message-ID: <20030414050842.GA4018@fsck.com>

Can you tell me exactly what query it was stuck on? 13 minutes on a
query really sounds like your system must be thrashing to hell and back.
Is the machine swapping heavily?


On Mon, Apr 14, 2003 at 02:59:34PM +1000, Jamie Wilkinson wrote:
> This one time, at band camp, Jesse Vincent wrote:
> >You may want to follow the ongoing discussion of this issue on rt-devel.
> >It's a known problem and it's being worked on.
> 
> I've just installed DBIx::SearchBuilder 0.81_02.  I can't see any noticeable
> improvement in speed.
> 
> I ran vacuum full just before attempting the query.  It took 15 almost
> exactly 15 minutes from the moment I clicked "Reply" until the page had
> finished loading.  Postgres took about 13:53 in cpu time to complete the
> query.
> 
> -- 
> jaq at spacepants.org                           http://spacepants.org/jaq.gpg
> _______________________________________________
> 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 jaq at spacepants.org  Mon Apr 14 01:30:11 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Mon, 14 Apr 2003 15:30:11 +1000
Subject: [rt-users] crazy sql during "reply" action
In-Reply-To: <20030414050842.GA4018@fsck.com>
References: <20030411063133.GC31844@spacepants.org> <20030411064137.GN4018@fsck.com> <20030414045934.GC26016@spacepants.org> <20030414050842.GA4018@fsck.com>
Message-ID: <20030414053011.GD26016@spacepants.org>

This one time, at band camp, Jesse Vincent wrote:
>Can you tell me exactly what query it was stuck on? 13 minutes on a
>query really sounds like your system must be thrashing to hell and back.
>Is the machine swapping heavily?

As I said ealier this thread (and I've just rechecked now to make sure, by
turning statement logging on in postgres) the query is this:

SELECT DISTINCT main.* FROM Users main, Principals Principals_1, Groups Groups_2, Principals Principals_3, Principals Principals_4, ACL ACL_5, CachedGroupMembers CachedGroupMembers_6, CachedGroupMembers CachedGroupMembers_7   WHERE ((ACL_5.RightName = 'SuperUser')OR(ACL_5.RightName = 'OwnTicket')) AND ((CachedGroupMembers_7.GroupId = '4')) AND ((Principals_1.Disabled = '0')) AND ((Principals_1.PrincipalType = 'User')) AND ((Principals_3.PrincipalType = 'User')) AND (ACL_5.ObjectType = 'RT::System'  OR (ACL_5.ObjectType = 'RT::Queue'  AND ACL_5.ObjectId = '4') ) AND ( (ACL_5.PrincipalId = Principals_4.Id AND Principals_4.id = Groups_2.Id AND ACL_5.PrincipalType = 'Group' AND (Groups_2.Domain = 'SystemInternal' OR Groups_2.Domain = 'UserDefined' OR Groups_2.Domain = 'ACLEquivalence'))  OR ( ( (Groups_2.Domain = 'RT::Queue-Role' AND Groups_2.Instance = '4')  OR ( Groups_2.Domain = 'RT::Ticket-Role' AND Groups_2.Instance = '376')  )  AND Groups_2.Type = ACL_5.PrincipalType AND Groups_2.Id = Principals_4.id AND Principals_4.PrincipalType = 'Group') )  AND main.id = Principals_1.id  AND Principals_1.id = CachedGroupMembers_7.MemberId  AND main.id = Principals_3.id  AND CachedGroupMembers_6.MemberId = Principals_3.Id  AND CachedGroupMembers_6.GroupId = Principals_4.Id  ORDER BY main.Name ASC

Which I believe to be the query that's filling out the Owner: dropdown list on
the Update ticket page.

The machine isn't swapping excessively, there is almost no load on it at all
until this query hits the database.

I've added the output of EXPLAIN on that queryi below, which is
unintelligible to me but our postgres guru thinks is odd in that the nesting
has that V pattern.

Given that I can't see any speedup in the query, is there any way for me to
check that RT is using the right version of DBIx::SearchBuilder?

 Unique  (cost=176.88..176.97 rows=1 width=1433)
   ->  Sort  (cost=176.88..176.89 rows=1 width=1433)
         Sort Key: main.name, main.id, main."password", main.comments, main.signature, main.emailaddress, main.freeformcontactinfo, main.organization, main.realname, main.nickname, main.lang, main.emailencoding, main.webencoding, main.externalcontactinfoid, main.contactinfosystem, main.externalauthid, main.authsystem,
main.gecos, main.homephone, main.workphone, main.mobilephone, main.pagerphone, main.address1, main.address2, main.city, main.state, main.zip, main.country, main.timezone, main.pgpkey, main.creator, main.created, main.lastupdatedby, main.lastupdated
         ->  Nested Loop  (cost=32.57..176.87 rows=1 width=1433)
               Join Filter: ((("outer".id = "inner".id) OR ("inner"."domain" = 'RT::Ticket-Role'::character varying) OR ("inner"."domain" = 'RT::Queue-Role'::character varying)) AND (("outer".id = "inner".id) OR ("inner".instance = '376'::character varying) OR ("inner"."domain" = 'RT::Queue-Role'::character varying)) AND (("outer".id = "inner".id) OR ("inner"."domain" = 'RT::Ticket-Role'::character varying) OR ("inner".instance = '4'::character varying)) AND (("outer".id = "inner".id) OR ("inner".instance = '376'::character varying) OR ("inner".instance = '4'::character varying)) AND (("outer".id = "inner".id) OR ("inner".id = "outer".id)) AND (("inner"."domain" = 'SystemInternal'::character varying) OR ("inner"."domain" = 'UserDefined'::character varying) OR ("inner"."domain" = 'ACLEquivalence'::character varying) OR ("inner".id = "outer".id)) AND (("outer".id = "inner".id) OR ("outer".principaltype = 'Group'::character varying)) AND (("inner"."domain" = 'SystemInternal'::character varying) OR ("inner"."domain" = 'UserDefined'::character varying) OR ("inner"."domain" = 'ACLEquivalence'::character varying) OR ("outer".principaltype = 'Group'::character varying)) AND (("outer".principalid = "outer".id) OR ("inner"."domain" = 'RT::Ticket-Role'::character varying) OR ("inner"."domain" = 'RT::Queue-Role'::character varying)) AND (("outer".principalid = "outer".id) OR ("inner".instance = '376'::character varying) OR ("inner"."domain" = 'RT::Queue-Role'::character varying)) AND (("outer".principalid = "outer".id) OR ("inner"."domain" = 'RT::Ticket-Role'::character varying) OR ("inner".instance = '4'::character varying)) AND (("outer".principalid = "outer".id) OR ("inner".instance = '376'::character varying) OR ("inner".instance = '4'::character varying)) AND (("outer".principalid = "outer".id) OR ("inner"."type" = "outer".principaltype)) AND (("outer".id = "inner".id) OR ("inner"."type" = "outer".principaltype)) AND (("outer".principalid = "outer".id) OR ("inner".id = "outer".id)) AND (("outer".principaltype = 'Group'::character varying) OR ("inner".id = "outer".id)) AND (("outer".principaltype = 'Group'::character varying) OR ("inner"."domain" = 'RT::Ticket-Role'::character varying) OR ("inner"."domain" =
'RT::Queue-Role'::character varying)) AND (("outer".principaltype = 'Group'::character varying) OR ("inner".instance = '376'::character varying) OR ("inner"."domain" = 'RT::Queue-Role'::character varying)) AND (("outer".principaltype = 'Group'::character varying) OR ("inner"."domain" = 'RT::Ticket-Role'::character varying) OR ("inner".instance = '4'::character varying)) AND (("outer".principaltype = 'Group'::character varying) OR ("inner".instance = '376'::character varying)
OR ("inner".instance = '4'::character varying)) AND (("outer".principaltype = 'Group'::character varying) OR ("inner"."type" = "outer".principaltype)) AND (("inner"."domain" = 'SystemInternal'::character varying) OR ("inner"."domain" = 'UserDefined'::character varying) OR ("inner"."domain" = 'ACLEquivalence'::character varying) OR ("inner"."type" = "outer".principaltype)))
               ->  Nested Loop  (cost=32.57..64.27 rows=1 width=1396)
                     Join Filter: ((("inner".principalid = "outer".id) OR ("outer".principaltype = 'Group'::character varying)) AND (("inner".principaltype = 'Group'::character varying) OR ("outer".principaltype = 'Group'::character varying)))
                     ->  Nested Loop  (cost=32.57..62.05 rows=1 width=1383)
                           Join Filter: ("outer".id = "inner".memberid)
                           ->  Nested Loop  (cost=32.57..56.11 rows=1 width=1379)
                                 ->  Nested Loop  (cost=32.57..50.25 rows=1 width=1367)
                                       ->  Nested Loop  (cost=32.57..40.08 rows=1 width=1359)
                                             Join Filter: ("outer".id = "inner".id)
                                             ->  Hash Join  (cost=32.57..34.21 rows=1 width=1355)
                                                   Hash Cond: ("outer".id = "inner".id)
                                                   ->  Seq Scan on users main  (cost=0.00..1.36 rows=36 width=1351)
                                                   ->  Hash  (cost=32.48..32.48 rows=37 width=4)
                                                         ->  Seq Scan on principals principals_3  (cost=0.00..32.48 rows=37 width=4)
                                                               Filter: (principaltype = 'User'::character varying)
                                             ->  Index Scan using principals_pkey on principals principals_1  (cost=0.00..5.86 rows=1 width=4)
                                                   Index Cond: ("outer".id = principals_1.id)
                                                   Filter: ((disabled = 0::smallint) AND (principaltype = 'User'::character varying))
                                       ->  Index Scan using cachedgroupmembers2 on cachedgroupmembers cachedgroupmembers_6  (cost=0.00..10.14 rows=2 width=8)
                                             Index Cond: (cachedgroupmembers_6.memberid = "outer".id)
                                 ->  Index Scan using principals_pkey on principals principals_4  (cost=0.00..5.85 rows=1 width=12)
                                       Index Cond: ("outer".groupid = principals_4.id)
                           ->  Index Scan using disgroumem on cachedgroupmembers cachedgroupmembers_7  (cost=0.00..5.93 rows=1 width=4)
                                 Index Cond: ((cachedgroupmembers_7.groupid = 4) AND ("outer".id = cachedgroupmembers_7.memberid))
                     ->  Seq Scan on acl acl_5  (cost=0.00..2.12 rows=5 width=13)
                           Filter: (((rightname = 'SuperUser'::character varying) OR (rightname = 'OwnTicket'::character varying)) AND ((objecttype = 'RT::Queue'::character varying) OR (objecttype = 'RT::System'::character varying)) AND ((objectid = 4) OR (objecttype = 'RT::System'::character varying)))
               ->  Seq Scan on groups groups_2  (cost=0.00..112.06 rows=3 width=37)
                     Filter: ((("domain" = 'SystemInternal'::character varying) OR ("domain" = 'UserDefined'::character varying) OR ("domain" = 'ACLEquivalence'::character varying) OR ("domain" = 'RT::Ticket-Role'::character varying) OR ("domain" = 'RT::Queue-Role'::character varying)) AND (("domain" = 'SystemInternal'::character varying) OR ("domain" = 'UserDefined'::character varying) OR ("domain" = 'ACLEquivalence'::character varying) OR (instance = '376'::character varying) OR ("domain" = 'RT::Queue-Role'::character varying)) AND (("domain" = 'SystemInternal'::character varying) OR ("domain" = 'UserDefined'::character varying) OR ("domain" = 'ACLEquivalence'::character varying) OR ("domain" = 'RT::Ticket-Role'::character varying) OR (instance = '4'::character varying)) AND (("domain" = 'SystemInternal'::character varying) OR ("domain" = 'UserDefined'::character varying) OR ("domain" = 'ACLEquivalence'::character varying) OR (instance = '376'::character varying) OR (instance = '4'::character varying)))
(32 rows)

-- 
jaq at spacepants.org                           http://spacepants.org/jaq.gpg


From jesse at bestpractical.com  Mon Apr 14 01:47:58 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 14 Apr 2003 01:47:58 -0400
Subject: [rt-users] crazy sql during "reply" action
In-Reply-To: <20030414053011.GD26016@spacepants.org>
References: <20030411063133.GC31844@spacepants.org> <20030411064137.GN4018@fsck.com> <20030414045934.GC26016@spacepants.org> <20030414050842.GA4018@fsck.com> <20030414053011.GD26016@spacepants.org>
Message-ID: <20030414054758.GB4018@fsck.com>



On Mon, Apr 14, 2003 at 03:30:11PM +1000, Jamie Wilkinson wrote:
> This one time, at band camp, Jesse Vincent wrote:
> >Can you tell me exactly what query it was stuck on? 13 minutes on a
> >query really sounds like your system must be thrashing to hell and back.
> >Is the machine swapping heavily?
> 
> As I said ealier this thread (and I've just rechecked now to make sure, by
> turning statement logging on in postgres) the query is this:
> 
> SELECT DISTINCT main.* FROM Users main, Principals Principals_1, Groups Groups_2, Principals Principals_3, Principals Principals_4, ACL ACL_5, CachedGroupMembers CachedGroupMembers_6, CachedGroupMembers CachedGroupMembers_7   WHERE ((ACL_5.RightName = 'SuperUser')OR(ACL_5.RightName = 'OwnTicket')) AND ((CachedGroupMembers_7.GroupId = '4')) AND ((Principals_1.Disabled = '0')) AND ((Principals_1.PrincipalType = 'User')) AND ((Principals_3.PrincipalType = 'User')) AND (ACL_5.ObjectType = 'RT::System'  OR (ACL_5.ObjectType = 'RT::Queue'  AND ACL_5.ObjectId = '4') ) AND ( (ACL_5.PrincipalId = Principals_4.Id AND Principals_4.id = Groups_2.Id AND ACL_5.PrincipalType = 'Group' AND (Groups_2.Domain = 'SystemInternal' OR Groups_2.Domain = 'UserDefined' OR Groups_2.Domain = 'ACLEquivalence'))  OR ( ( (Groups_2.Domain = 'RT::Queue-Role' AND Groups_2.Instance = '4')  OR ( Groups_2.Domain = 'RT::Ticket-Role' AND Groups_2.Instance = '376')  )  AND Groups_2.Type = ACL_5.PrincipalType AND Groups_2.Id = Principals_4.id AND Principals_4.PrincipalType = 'Group') )  AND main.id = Principals_1.id  AND Principals_1.id = CachedGroupMembers_7.MemberId  AND main.id = Principals_3.id  AND CachedGroupMembers_6.MemberId = Principals_3.Id  AND CachedGroupMembers_6.GroupId = Principals_4.Id  ORDER BY main.Name ASC


That query is very much not what is generated by 0.81_02 on my box. I
think you have an older SB installed somewhere in your @INC before
0.81_02
 
> 
> Given that I can't see any speedup in the query, is there any way for me to
> check that RT is using the right version of DBIx::SearchBuilder?
> 

Without knowing the particulars of your install, I can't tell you where
to look, but the "big hammer" is 

find / -name SearchBuilder.pm




> 
> -- 
> jaq at spacepants.org                           http://spacepants.org/jaq.gpg
> _______________________________________________
> 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 pjw at rhyme.com.au  Mon Apr 14 01:48:25 2003
From: pjw at rhyme.com.au (Philip Warner)
Date: Mon, 14 Apr 2003 15:48:25 +1000
Subject: [rt-users] crazy sql during "reply" action
In-Reply-To: <20030414050842.GA4018@fsck.com>
References: <20030414045934.GC26016@spacepants.org>
 <20030411063133.GC31844@spacepants.org>
 <20030411064137.GN4018@fsck.com>
 <20030414045934.GC26016@spacepants.org>
Message-ID: <5.1.0.14.0.20030414154345.03af6e80@mail.rhyme.com.au>

At 01:08 AM 14/04/2003 -0400, Jesse Vincent wrote:
> > I ran vacuum full just before attempting the query.  It took 15 almost
> > exactly 15 minutes from the moment I clicked "Reply" until the page had
> > finished loading.  Postgres took about 13:53 in cpu time to complete the
> > query.

You might like to try the following in postgresql.conf:

     log_statement = true
     log_timestamp = true

If you can't find log_timestamp or log_statement, then your version of Pg 
may be too old.

Once edited, send a HUP to the postmaster, and the log file should start 
filling up.

Retry the long 'refresh', and see what it is doing. If there is one bad 
query, you will see it reflected in the timestamps.




----------------------------------------------------------------
Philip Warner                    |     __---_____
Albatross Consulting Pty. Ltd.   |----/       -  \
(A.B.N. 75 008 659 498)          |          /(@)   ______---_
Tel: (+61) 0500 83 82 81         |                 _________  \
Fax: (+61) 03 5330 3172          |                 ___________ |
Http://www.rhyme.com.au          |                /           \|
                                  |    --________--
PGP key available upon request,  |  /
and from pgp5.ai.mit.edu:11371   |/



From jaq at spacepants.org  Mon Apr 14 01:51:42 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Mon, 14 Apr 2003 15:51:42 +1000
Subject: [rt-users] crazy sql during "reply" action
In-Reply-To: <5.1.0.14.0.20030414154345.03af6e80@mail.rhyme.com.au>
References: <20030414045934.GC26016@spacepants.org> <20030411063133.GC31844@spacepants.org> <20030411064137.GN4018@fsck.com> <20030414045934.GC26016@spacepants.org> <5.1.0.14.0.20030414154345.03af6e80@mail.rhyme.com.au>
Message-ID: <20030414055142.GF26016@spacepants.org>

This one time, at band camp, Philip Warner wrote:
>At 01:08 AM 14/04/2003 -0400, Jesse Vincent wrote:
>>> I ran vacuum full just before attempting the query.  It took 15 almost
>>> exactly 15 minutes from the moment I clicked "Reply" until the page had
>>> finished loading.  Postgres took about 13:53 in cpu time to complete the
>>> query.
>
>You might like to try the following in postgresql.conf:

Yeah, I might, so I had.  That's how I'd extracted the queries today and
last Friday.  Thanks though.

-- 
jaq at spacepants.org                           http://spacepants.org/jaq.gpg


From jaq at spacepants.org  Mon Apr 14 02:02:19 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Mon, 14 Apr 2003 16:02:19 +1000
Subject: [rt-users] crazy sql during "reply" action
In-Reply-To: <20030414054758.GB4018@fsck.com>
References: <20030411063133.GC31844@spacepants.org> <20030411064137.GN4018@fsck.com> <20030414045934.GC26016@spacepants.org> <20030414050842.GA4018@fsck.com> <20030414053011.GD26016@spacepants.org> <20030414054758.GB4018@fsck.com>
Message-ID: <20030414060219.GG26016@spacepants.org>

This one time, at band camp, Jesse Vincent wrote:
>That query is very much not what is generated by 0.81_02 on my box. I
>think you have an older SB installed somewhere in your @INC before
>0.81_02

The big hammer shows me:

/home/jaq/rt-3-0-0/lib/RT/SearchBuilder.pm
/opt/rt3/lib/RT/SearchBuilder.pm
/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm

the last of which contains the line

$VERSION = "0.81_02";

*pause as he goes to edit RT/SearchBuilder.pm to log the version*

Aha.  It turns out I hadn't reloaded the webserver and hence mod_perl hadn't
reloaded the module.  Now the query takes about 6 seconds, which is much more
tolerable.  Thanks for that.

-- 
jaq at spacepants.org                           http://spacepants.org/jaq.gpg


From jesse at bestpractical.com  Mon Apr 14 02:12:01 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 14 Apr 2003 02:12:01 -0400
Subject: [rt-users] crazy sql during "reply" action
In-Reply-To: <20030414060219.GG26016@spacepants.org>
References: <20030411063133.GC31844@spacepants.org> <20030411064137.GN4018@fsck.com> <20030414045934.GC26016@spacepants.org> <20030414050842.GA4018@fsck.com> <20030414053011.GD26016@spacepants.org> <20030414054758.GB4018@fsck.com> <20030414060219.GG26016@spacepants.org>
Message-ID: <20030414061201.GC4018@fsck.com>



On Mon, Apr 14, 2003 at 04:02:19PM +1000, Jamie Wilkinson wrote:
> This one time, at band camp, Jesse Vincent wrote:
> >That query is very much not what is generated by 0.81_02 on my box. I
> >think you have an older SB installed somewhere in your @INC before
> >0.81_02
> 
> The big hammer shows me:
> 
> /home/jaq/rt-3-0-0/lib/RT/SearchBuilder.pm
> /opt/rt3/lib/RT/SearchBuilder.pm
> /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm
> 
> the last of which contains the line
> 
> $VERSION = "0.81_02";
> 
> *pause as he goes to edit RT/SearchBuilder.pm to log the version*
> 
> Aha.  It turns out I hadn't reloaded the webserver and hence mod_perl hadn't
> reloaded the module.  Now the query takes about 6 seconds, which is much more
> tolerable.  Thanks for that.

Ah. Thank God. There are a few things I can do to get that down a good
deal further, but not before I head to Europe for a month on Tuesday.
I'm really glad to hear that we've beaten postgres into at least partial
submission.

	-j


> 
> -- 
> jaq at spacepants.org                           http://spacepants.org/jaq.gpg
> _______________________________________________
> 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 jaq at spacepants.org  Mon Apr 14 02:12:11 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Mon, 14 Apr 2003 16:12:11 +1000
Subject: [rt-users] crazy sql during "reply" action
In-Reply-To: <20030414061201.GC4018@fsck.com>
References: <20030411063133.GC31844@spacepants.org> <20030411064137.GN4018@fsck.com> <20030414045934.GC26016@spacepants.org> <20030414050842.GA4018@fsck.com> <20030414053011.GD26016@spacepants.org> <20030414054758.GB4018@fsck.com> <20030414060219.GG26016@spacepants.org> <20030414061201.GC4018@fsck.com>
Message-ID: <20030414061211.GH26016@spacepants.org>

This one time, at band camp, Jesse Vincent wrote:
>Ah. Thank God. There are a few things I can do to get that down a good
>deal further, but not before I head to Europe for a month on Tuesday.
>I'm really glad to hear that we've beaten postgres into at least partial
>submission.

Cool, keep up the good work.

-- 
jaq at spacepants.org                           http://spacepants.org/jaq.gpg


From rainer at ultra-secure.de  Mon Apr 14 04:04:16 2003
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Mon, 14 Apr 2003 10:04:16 +0200
Subject: [rt-users] Re: Will RT function without an inbox?
In-Reply-To:  
References: 
Message-ID: <20030414080416.76559.qmail@bsd.ultra-secure.de>

kim.taylor at pncbank.com writes: 

> Having scanned the /rtfm and various install/config docs, I just cannot
> tell: Will RT will function well or at all using nothing but the web
> interface (and outbound mail)? 
> 
> I can send but not receive mail on any server where I can install RT.

If can can send mail, you're at least not totally closed out from the email 
infrastructure. 

> (Corporate policy -- not my own shortcoming.  All our mail is restricted to
> 'Notes'.  Very restricted. *sigh*)

If you can setup a server that can send out mail, this is an achievement 
itself in a restricted corporate environment - assuming you're doing this at 
least semi-offical.
Why don't you see a chance in talking the people in power to have two 
aliases forwarded to your rt-server ? 

Any other commercial ticketing system with email-integration wouldn't make 
much a difference. 

While I have looked at using RT without the email component, it is in my 
opinion very limited and not worth the effort.
Only with the ability for people to send a mail "as usual" it becomes a true 
time- and trouble-saver. 

But YMMV. 

Rainer
-- 
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Rainer Duffner                   Munich
rainer at ultra-secure.de          Germany
http://www.i-duffner.de        Freising
========================================
All HTML-Mail goes to my pre-trash bin !
Send plain-text mail for faster answers.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~


From hwagener at hamburg.fcb.com  Mon Apr 14 05:02:38 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Mon, 14 Apr 2003 11:02:38 +0200
Subject: [rt-users] Upgrading from rt2 to rt3 on the same box.
In-Reply-To: 
Message-ID: 

On Freitag, April 11, 2003, at 03:59  Uhr, Camron W. Fox wrote:

> Alle,
>
> 	For reasons to lengthy to get into in this post, I need to do testing 
> of
> rt3 on the same machine that we are currently running rt2 on. After 
> running
> "perl sbin/rt-test-dependencies --with-mysql --with-modperl1" I get the
> output below. How will updating the current version (example 
> HTML::Mason
> 1.16 is required, we have 1.04) affect the running rt2 version? We it 
> cause
> problems?

Jesse said late last week that all the packages needed for rt3 also 
work for rt2. If You cannot install a second apache instance on that 
machine, don't forget that rt2 and rt3 won't run within the same 
mod_perl nicely. Install rt3 using fastcgi, and You'll be able to use 
one apache instance.

Regards,
     Harald

-- 
Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg



From ron.gidron at shunra.com  Mon Apr 14 08:04:46 2003
From: ron.gidron at shunra.com (Ron Gidron)
Date: Mon, 14 Apr 2003 14:04:46 +0200
Subject: [rt-users] Attachments sent out of RT are being renamed...
Message-ID: 

Hi there,

Our RT 3.0 is installed on Linux (MDK 9.0 - Apache 1.3 + mod_perl 1 + MySql).
I have added the "RT-Attach-Message: yes" header to on of our templates and what
I am seeing is that while attachments are indeed being sent out they
are received at the other end as AT000x.dat and not with the original file
name...
Have I missed anything? has anyone seen this before?

10'x,
Ron.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From jkaufman at footlocker.com  Mon Apr 14 08:37:02 2003
From: jkaufman at footlocker.com (jkaufman at footlocker.com)
Date: Mon, 14 Apr 2003 07:37:02 -0500
Subject: [rt-users] Will RT function without an inbox?
Message-ID: 

I would think so. I also work where the corporate mail policy is "notes"
only (but we can get away with unix-to-unix sendmail for Sysadmin stuff).
Currently I don't have RT configured with it's email gateway so... No
inbound and it seems to work fine, I just can't open a ticket via email :)


Jonathan Kaufman




                                                                                                                                        
                                                                                                                                        
                                                To:      rt-users at lists.fsck.com                                                        
                                                cc:                                                                                     
                        kim.taylor at pncba        Subject: [rt-users] Will RT function without an inbox?                                  
                        nk.com                                                                                                          
                        Sent by:                                                                                                        
                        rt-users-admin at l                                                                                                
                        ists.fsck.com                                                                                                   
                                                                                                                                        
                                                                                                                                        
                        04/12/2003 08:38                                                                                                
                        AM                                                                                                              
                                                                                                                                        
                                                                                                                                        
                                                                                                                                        




Having scanned the /rtfm and various install/config docs, I just cannot
tell: Will RT will function well or at all using nothing but the web
interface (and outbound mail)?

I can send but not receive mail on any server where I can install RT.
(Corporate policy -- not my own shortcoming.  All our mail is restricted to
'Notes'.  Very restricted. *sigh*)

KET



_______________________________________________
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 mherman_list at surefit.net  Mon Apr 14 09:12:25 2003
From: mherman_list at surefit.net (Mike Herman)
Date: Mon, 14 Apr 2003 09:12:25 -0400
Subject: [rt-users] RT2 and POP3
In-Reply-To: 
Message-ID: <00ae01c30287$7e2c5160$b9aff5ce@surefit.org>

I have posted 2 questions to this board without any help.  Maybe my
question is not worded correctly.

I have RT2 up an running.

I have an email account on my email server (not the RT Box) called
"rt_test at blahblah.com`".

How does RT get that mail?  Do I need to have my mail server forward it
to it?  Or is there a configuration that I am missing that has RT pop
the account on the mail server?

I cannot have RT and my mail on the same server because we are going to
Exchange 2K in 6 weeks.


Any help would be greatly appreciated and if I am going about this wrong
or have incorrect expectations about this software, please email me and
let me know too.

Thanks,
./mike



From mstorck at luxadmin.org  Mon Apr 14 09:26:59 2003
From: mstorck at luxadmin.org (Marc Storck)
Date: Mon, 14 Apr 2003 15:26:59 +0200
Subject: [rt-users] RT3 problem
References: <00ae01c30287$7e2c5160$b9aff5ce@surefit.org>
Message-ID: <00c001c30289$86f5b2d0$9200a8c0@Medion>

Hello,

i just installed RT3, check-dependecies reports everything found, but
apachectl configtest reports:


Subroutine handler redefined at /usr/local/rt3/bin/webmux.pl line 110.

[Mon Apr 14 08:30:50 2003] [error] Undefined subroutine &RT::LoadConfig
called at /usr/local/rt3/bin/webmux.pl line 59.

Compilation failed in require at (eval 77) line 1.

Syntax error on line 118 of /etc/apache/vhosts.conf:

Undefined subroutine &RT::LoadConfig called at /usr/local/rt3/bin/webmux.pl
line 59.

Compilation failed in require at (eval 77) line 1.


Does someone know what could cause this erro messages?

Best Regards,

Marc





From binand at gmx.net  Mon Apr 14 10:14:19 2003
From: binand at gmx.net (Binand Sethumadhavan)
Date: Mon, 14 Apr 2003 10:14:19 -0400
Subject: [rt-users] RT2 and POP3
In-Reply-To: <00ae01c30287$7e2c5160$b9aff5ce@surefit.org>
References:  <00ae01c30287$7e2c5160$b9aff5ce@surefit.org>
Message-ID: <20030414141419.GD25810@zeus.cysphere.com>

On Mon, Apr 14, 2003 at 09:12:25AM -0400, Mike Herman wrote:
> I have an email account on my email server (not the RT Box) called
> "rt_test at blahblah.com`".
> 
> How does RT get that mail?  Do I need to have my mail server forward it
> to it?  Or is there a configuration that I am missing that has RT pop
> the account on the mail server?

Typically people would have fetchmail(1) or any other non-interactive
POP retriver running, polling your POP server for mails periodically.

Binand



From nick at strongholdtech.com  Mon Apr 14 10:35:07 2003
From: nick at strongholdtech.com (Nicolae P. Costescu)
Date: Mon, 14 Apr 2003 10:35:07 -0400
Subject: [rt-users] BUG in rt2->rt3 conversion re: keywords
Message-ID: <4.3.2.7.2.20030414102225.02715c70@mail.qrts.com>

Hello

In my rt2 database I had only global keywords.

In my rt3 database they are now queue specific, and exist in every queue. 
So when we move tickets from one queue to another they lose the keyword 
settings (though the keyword selection lists are there because the 
conversion program created them in every queue).

Is there any way to fix this now that I have those custom fields/keywords 
in every queue instead of globally?

Thanks
Nick
****************************************************
Nicolae P. Costescu, Ph.D.  / Senior Developer
Stronghold Technologies
46040 Center Oak Plaza, Suite 160 / Sterling, Va 20166
Tel: 571-434-1472 / Fax: 571-434-1478



From hwagener at hamburg.fcb.com  Mon Apr 14 11:20:13 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Mon, 14 Apr 2003 17:20:13 +0200
Subject: [rt-users] RT3 and fastcgi problem
Message-ID: <9702C574-6E8C-11D7-8AA6-003065DC18B8@hamburg.fcb.com>

Dear list,
after having installed rt3 successfully on two different machines using 
apache 1.3.27 and fastcgi, a third one does not want to play nice. 
Would someone be so nice and state the obvious for me? I get the 
following in the error log:

Insecure dependency in require while running setgid at 
/opt/rt3/lib/RT/I18N.pm line 82
Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line 
28.
[Mon Apr 14 17:09:32 2003] [warn] FastCGI:
  server /opt/rt3/bin/mason_handler.fcgi" (pid 24546) terminated by 
calling exit with status '255'

This is with rt-3.0.1pre2, perl 5.8.0, apache 1.3.27, fastcgi 2.4.0

The VirtualHost definition for this host is:


        DocumentRoot /opt/rt3/share/html
        FastCgiServer /opt/rt3/bin/mason_handler.fcgi
        AddDefaultCharset UTF-8
        Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
        ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
        AddHandler fastcgi-script fcgi


I think this might be a permission problem, and thus I tried a 'make 
fixperms', but that did not help a lot.

Regards,
     Harald

-- 
Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg



From khera at kcilink.com  Mon Apr 14 11:25:03 2003
From: khera at kcilink.com (Vivek Khera)
Date: Mon, 14 Apr 2003 11:25:03 -0400
Subject: [rt-users] crazy sql during "reply" action
In-Reply-To: <20030414045934.GC26016@spacepants.org>
References: <20030411063133.GC31844@spacepants.org>
	<20030411064137.GN4018@fsck.com>
	<20030414045934.GC26016@spacepants.org>
Message-ID: <16026.53967.493470.592165@yertle.int.kciLink.com>

>>>>> "JW" == Jamie Wilkinson  writes:

JW> I ran vacuum full just before attempting the query.  It took 15 almost
JW> exactly 15 minutes from the moment I clicked "Reply" until the page had
JW> finished loading.  Postgres took about 13:53 in cpu time to complete the
JW> query.


There *has* to be something wrong with your postgres installation.  It
just is not that slow of a DB system, unless you're starved for disk
I/O and/or memory.


-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
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 jcrocker at arsenaldigital.com  Mon Apr 14 12:04:09 2003
From: jcrocker at arsenaldigital.com (Jason Crocker)
Date: Mon, 14 Apr 2003 12:04:09 -0400
Subject: FW: [rt-users] Custom Field Values Sorting
Message-ID: 

I posted this message last week but I didn't get any response. I couldn't
find anything in the archives about it. Any help would be appreciated!
 
 
-----Original Message-----
From: Jason Crocker 
Sent: Tuesday, April 08, 2003 6:01 PM
To: 'rt-users at lists.fsck.com'
Subject: [rt-users] Custom Field Values Sorting



I have imported all large list of customers into a custom field I created. I
checked the database and my SortOrder looks correct. However, when creating
a ticket, "(no value)" is selected by default and it's at the bottom of the
list. I'm sure this is something simple. Any ideas?

Thanks, 

Jason Crocker 

-------------- next part --------------
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From JSatterfield at ciphergen.com  Mon Apr 14 12:32:25 2003
From: JSatterfield at ciphergen.com (James Satterfield)
Date: Mon, 14 Apr 2003 09:32:25 -0700
Subject: [rt-users] Dead horses and due date reminders.
Message-ID: 

I see this has been gone over a bit in the list, and the nag script seems to
be the right way to go. Unfortunatly I have no perl skills and the nag
script doesn't seem well documented.

I just want to be able to set a due date on tickets and have RT send a
reminder to the owner when the ticket becomes overdue. I'm on 2.0.13.

James.


From jon at clickalyzer.com  Mon Apr 14 13:27:30 2003
From: jon at clickalyzer.com (Jonathan Mischo)
Date: Mon, 14 Apr 2003 12:27:30 -0500
Subject: [rt-users] Queue view misbehavior in 3.0.1pre2
Message-ID: <043601c302ab$21497030$6545e00a@geniusleaf.com>

I'm having an interesting problem since my upgrade to 3.0.1pre2 using
postgres 7.3.2:

All the queues have a default URL that looks something like this:

https://support.clickalyzer.com/Search/Listing.html?ValueOfStatus=open&Value
OfStatus=new&StatusOp=%3D&QueueOp=%3D&ValueOfQueue=1&RowsPerPage=50&NewSearc
h=1

I end up with no tickets when I click on the name of a queue, and the
Status= line reads:

Status = ARRAY(0x????????) [delete]

where the ?'s change each time.  When I click on the [delete] link, I get
the queue view with every ticket that's ever been in the queue, but not
deleted.

I upgraded to the new SearchBuilder, and it still does it.

-Jon



From ben at atomicmatrix.net  Mon Apr 14 13:24:42 2003
From: ben at atomicmatrix.net (Ben Goodwin)
Date: Mon, 14 Apr 2003 13:24:42 -0400 (EDT)
Subject: [rt-users] [Fwd: Changing ticket re-opening behavior]
Message-ID: <4132.170.223.177.24.1050341082.squirrel@www.atomicmatrix.net>

Anyone have any ideas?

-------- Original Message --------
Subject: Changing ticket re-opening behavior
From: "Ben Goodwin" 
Date: Thu, April 10, 2003 7:20 am
To: 

I'm trying to change the behavior of RT2-0-15 to *not* change the status
of a stalled ticket to open upon correspondence, but I'm having trouble
finding where this code is.  Once I see where it is I'm sure I'll have
no trouble doing what I need, but can someone point me in the right
direction?  Thanks!

    -=| Ben





From jon at clickalyzer.com  Mon Apr 14 13:29:29 2003
From: jon at clickalyzer.com (Jonathan Mischo)
Date: Mon, 14 Apr 2003 12:29:29 -0500
Subject: [rt-users] Template bugs -- ONE resolved, one still there
Message-ID: <044101c302ab$67e993d0$6545e00a@geniusleaf.com>

The latest version has resolved the "No template" bug, but not the
Permission Denied message for deleting templates.  This is a definite
improvement.

Thanks for fixing the one, Jesse...the other isn't anything urgent, but
would be nice.  But I'd rather be able to see my queues on the first try ;)

Thanks,
-Jon



From jesse at bestpractical.com  Mon Apr 14 13:26:16 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 14 Apr 2003 13:26:16 -0400
Subject: [rt-users] Queue view misbehavior in 3.0.1pre2
In-Reply-To: <043601c302ab$21497030$6545e00a@geniusleaf.com>
References: <043601c302ab$21497030$6545e00a@geniusleaf.com>
Message-ID: <20030414172616.GQ4018@fsck.com>

I seem to recall that we saw that with, among other things, very old
HTML::Mason releases. What mason are you running?


On Mon, Apr 14, 2003 at 12:27:30PM -0500, Jonathan Mischo wrote:
> I'm having an interesting problem since my upgrade to 3.0.1pre2 using
> postgres 7.3.2:
> 
> All the queues have a default URL that looks something like this:
> 
> https://support.clickalyzer.com/Search/Listing.html?ValueOfStatus=open&Value
> OfStatus=new&StatusOp=%3D&QueueOp=%3D&ValueOfQueue=1&RowsPerPage=50&NewSearc
> h=1
> 
> I end up with no tickets when I click on the name of a queue, and the
> Status= line reads:
> 
> Status = ARRAY(0x????????) [delete]
> 
> where the ?'s change each time.  When I click on the [delete] link, I get
> the queue view with every ticket that's ever been in the queue, but not
> deleted.
> 
> I upgraded to the new SearchBuilder, and it still does it.
> 
> -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

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


From jon at clickalyzer.com  Mon Apr 14 13:51:24 2003
From: jon at clickalyzer.com (Jonathan Mischo)
Date: Mon, 14 Apr 2003 12:51:24 -0500
Subject: [rt-users] Queue view misbehavior in 3.0.1pre2
Message-ID: <04d301c302ae$77b9dba0$6545e00a@geniusleaf.com>

 $HTML::Mason::VERSION = '1.19';

 I think this is the current version, please correct me if I'm wrong.

> > I seem to recall that we saw that with, among other things, very old
> > HTML::Mason releases. What mason are you running?
> >
> >
> > On Mon, Apr 14, 2003 at 12:27:30PM -0500, Jonathan Mischo wrote:
> > > I'm having an interesting problem since my upgrade to 3.0.1pre2 using
> > > postgres 7.3.2:
> > >
> > > All the queues have a default URL that looks something like this:
> > >
> > >
>
https://support.clickalyzer.com/Search/Listing.html?ValueOfStatus=open&Value
> > >
>
OfStatus=new&StatusOp=%3D&QueueOp=%3D&ValueOfQueue=1&RowsPerPage=50&NewSearc
> > > h=1
> > >
> > > I end up with no tickets when I click on the name of a queue, and the
> > > Status= line reads:
> > >
> > > Status = ARRAY(0x????????) [delete]
> > >
> > > where the ?'s change each time.  When I click on the [delete] link, I
> get
> > > the queue view with every ticket that's ever been in the queue, but
not
> > > deleted.
> > >
> > > I upgraded to the new SearchBuilder, and it still does it.
> > >
> > > -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
> >
> > --
> > http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
>



From jesse at bestpractical.com  Mon Apr 14 14:09:21 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 14 Apr 2003 14:09:21 -0400
Subject: [rt-users] Template bugs -- ONE resolved, one still there
In-Reply-To: <044101c302ab$67e993d0$6545e00a@geniusleaf.com>
References: <044101c302ab$67e993d0$6545e00a@geniusleaf.com>
Message-ID: <20030414180921.GR4018@fsck.com>

If you've got "SuperUser" or "ModifyTemplates" for this queue, you
should be able to delete them. the code path looks right to me. 

Coupled with your other bug, I almost wonder if you're running some
older release of RT 3 or haven't restarted apache after an upgrade.

	-j


On Mon, Apr 14, 2003 at 12:29:29PM -0500, Jonathan Mischo wrote:
> The latest version has resolved the "No template" bug, but not the
> Permission Denied message for deleting templates.  This is a definite
> improvement.
> 
> Thanks for fixing the one, Jesse...the other isn't anything urgent, but
> would be nice.  But I'd rather be able to see my queues on the first try ;)
> 
> 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

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


From dave at toad.net  Mon Apr 14 14:14:30 2003
From: dave at toad.net (David C. Troy)
Date: Mon, 14 Apr 2003 14:14:30 -0400 (EDT)
Subject: [rt-users] RTFM Articles not showing up when "Go" is clicked...
Message-ID: 

I have RTFM beta 6 running on RT 3.0 (release).  I mentioned this a few 
weeks ago but thought I'd wait for the dust to settle.  I have several 
articles defined in RTFM, can 'find' them using the ticket interface, but 
when I click "Go" to include them, RT just populates the response box with 
another copy of the user's original message rather than the article.

Wondered if I have something setup wrong...  Any input appreciated.

Regards,
Dave


=====================================================================
David C. Troy   [dave at toad.net]                   410-384-2500 Sales
ToadNet - Want to go fast?                        410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925  www.toad.net



From harrison at palisadesys.com  Mon Apr 14 14:57:12 2003
From: harrison at palisadesys.com (James L. Harrison)
Date: Mon, 14 Apr 2003 13:57:12 -0500
Subject: [rt-users] FW: [rt-devel] Importing a scrip to RT3...
Message-ID: 

I tried rt-devel... didn't get much response... anyone here?

Okay...

I have gotten farther in my quest to import a scrip into RT3... I am stuck
again here:

#perl IncomingEmail.pm.insert.pl
Use of uninitialized value in concatenation (.) or string at
/opt/rt3/lib/RT/Handle.pm line 49.
Use of uninitialized value in concatenation (.) or string at
/opt/rt3/lib/RT/Handle.pm line 49.
Can't locate object method "new" via package "RT::Handle" at
IncomingEmail.pm.insert.pl line 33.

The line it is referring to is this:
require RT::Handle;
$RT::Handle = RT::Handle->new; #this is line 33
$RT::Handle->Connect();

Anyone have any ideas here?

-Jamie

---
James L. Harrison
harrison at palisadesys.com
Technical Support Engineer
Palisade Systems
515.296.0701

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



From darren at boston.com  Mon Apr 14 15:00:59 2003
From: darren at boston.com (darren chamberlain)
Date: Mon, 14 Apr 2003 15:00:59 -0400
Subject: [rt-users] FW: [rt-devel] Importing a scrip to RT3...
In-Reply-To: 
References: 
Message-ID: <20030414-f6a3bb0e1128428db3b72234af0b70ee@mail.boston.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

* James L. Harrison  [2003-04-14 14:53]:
> I have gotten farther in my quest to import a scrip into RT3... I am
> stuck again here:
> 
> #perl IncomingEmail.pm.insert.pl
> Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/Handle.pm line 49.
> Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/Handle.pm line 49.
> Can't locate object method "new" via package "RT::Handle" at IncomingEmail.pm.insert.pl line 33.

Line 49 of $RT/lib/RT/Handle.pm looks like:

  44 package RT::Handle;
  45 
  46 use strict;
  47 use vars qw/@ISA/;
  48 
  49 eval "use DBIx::SearchBuilder::Handle::$RT::DatabaseType;
  50 \@ISA= qw(DBIx::SearchBuilder::Handle::$RT::DatabaseType);";

Dod you define $DatabaseType in your config?

Because those are the first executable statements in the file, they
require that it is called after you've already read your config
previously ($RT::DatabaseType is a global).  It looks like this is one
of the elements filled in during the install; etc/RT_Config.pm.in
contains:

  52 Set($DatabaseType , '@DB_TYPE@');

(darren)

- -- 
If I worked as much as others I would do as little as they.
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From peterb at ucar.edu  Mon Apr 14 15:11:16 2003
From: peterb at ucar.edu (Peter Burkholder)
Date: Mon, 14 Apr 2003 13:11:16 -0600
Subject: [rt-users] On owner change scrip not working (RT3.0.0)
Message-ID: <20030414131116.L17746@ucar.edu>

I'd like to have a scrip that would notify me when someone has taken a
ticket on a certain queue, so I set up:

On Owner Change Notify AdminCcs as Comment with template Transaction

This used to work when I was using rt-2.1.7?, and I upgraded several times
before getting to rt-3.0.0 (where I am now).  

I'm watching my /var/log/maillog file and don't see anything going out when
I change owners.  

Any hints on how to fix this?  Or is this a bug?

Thanks,

Peter

P.S. I'm using RH 7.2 with Apache 1.3.27 built from source and mod_perl1 and
I'm up to date with sendmail.  I do have procmail filtering spam but I don't
see how that would make a difference.    I think things are pretty vanilla
overall.
--
Peter Burkholder, System Administrator
Digital Library for Earth System Education (DLESE -- http://www.dlese.org)
peterb at ucar.edu
DLESE Program Center (DPC)                             ~~~  ~~  ~~~~   __o
UCAR/DPC, P.O. Box 3000       Ph) 303-497-2663       ~~~  ~~~~ ~~    _`\<,_
Boulder, CO 80307-3000        Fx) 303-497-8336  ~~~~ ~~~   ~~~~     (*)/ (*)


From jon at clickalyzer.com  Mon Apr 14 15:18:09 2003
From: jon at clickalyzer.com (Jonathan Mischo)
Date: Mon, 14 Apr 2003 14:18:09 -0500
Subject: [rt-users] Template bugs -- ONE resolved, one still there
References: <044101c302ab$67e993d0$6545e00a@geniusleaf.com> <20030414180921.GR4018@fsck.com>
Message-ID: <04ee01c302ba$96175530$6545e00a@geniusleaf.com>

I have SuperUser and I restart apache after every tweak I try, including
after upgrading searchbuilder, and I'm running 3.0.1pre2.

The original template bug (no template error when attempting to modify
templates) was fixed by upgrading from 3.0.0 to 3.0.1pre2, but not the
delete problem.  It's very odd.  These are for Global Templates, not queue
templates, and I don't have the same problem with queue templates.  The
oddity here is that I can create and modify global templates, I just can't
delete them.

-Jon

> If you've got "SuperUser" or "ModifyTemplates" for this queue, you
> should be able to delete them. the code path looks right to me.
>
> Coupled with your other bug, I almost wonder if you're running some
> older release of RT 3 or haven't restarted apache after an upgrade.
>
> -j
>
>
> On Mon, Apr 14, 2003 at 12:29:29PM -0500, Jonathan Mischo wrote:
> > The latest version has resolved the "No template" bug, but not the
> > Permission Denied message for deleting templates.  This is a definite
> > improvement.
> >
> > Thanks for fixing the one, Jesse...the other isn't anything urgent, but
> > would be nice.  But I'd rather be able to see my queues on the first try
;)
> >
> > 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
>
> --
> http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.



From harrison at palisadesys.com  Mon Apr 14 15:38:33 2003
From: harrison at palisadesys.com (James L. Harrison)
Date: Mon, 14 Apr 2003 14:38:33 -0500
Subject: [rt-users] FW: [rt-devel] Importing a scrip to RT3...
In-Reply-To: <20030414-f6a3bb0e1128428db3b72234af0b70ee@mail.boston.com>
Message-ID: 

Thanks for the pointers Darren,

However... I checked in my RT_Config.pm and RT_SiteConfig.pm they both have
a line:
Set($DatabaseType , 'mysql');

I can see know what you are saying... It seems very logical that it isn't
getting a value for DatabaseType... could I hard code it in Handle.pm?

That probably wouldn't be too smart would it...

-Jamie


> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of darren chamberlain
> Sent: Monday, April 14, 2003 2:01 PM
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] FW: [rt-devel] Importing a scrip to RT3...
>
>
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> * James L. Harrison  [2003-04-14 14:53]:
> > I have gotten farther in my quest to import a scrip into RT3... I am
> > stuck again here:
> >
> > #perl IncomingEmail.pm.insert.pl
> > Use of uninitialized value in concatenation (.) or string at
> /opt/rt3/lib/RT/Handle.pm line 49.
> > Use of uninitialized value in concatenation (.) or string at
> /opt/rt3/lib/RT/Handle.pm line 49.
> > Can't locate object method "new" via package "RT::Handle" at
> IncomingEmail.pm.insert.pl line 33.
>
> Line 49 of $RT/lib/RT/Handle.pm looks like:
>
>   44 package RT::Handle;
>   45
>   46 use strict;
>   47 use vars qw/@ISA/;
>   48
>   49 eval "use DBIx::SearchBuilder::Handle::$RT::DatabaseType;
>   50 \@ISA= qw(DBIx::SearchBuilder::Handle::$RT::DatabaseType);";
>
> Dod you define $DatabaseType in your config?
>
> Because those are the first executable statements in the file, they
> require that it is called after you've already read your config
> previously ($RT::DatabaseType is a global).  It looks like this is one
> of the elements filled in during the install; etc/RT_Config.pm.in
> contains:
>
>   52 Set($DatabaseType , '@DB_TYPE@');
>
> (darren)
>
> - --
> If I worked as much as others I would do as little as they.
> -----BEGIN PGP SIGNATURE-----
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> =Z2jk
> -----END PGP SIGNATURE-----
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>



From dupuy at sysd.com  Mon Apr 14 15:36:51 2003
From: dupuy at sysd.com (Alexander Dupuy)
Date: Mon, 14 Apr 2003 15:36:51 -0400
Subject: [rt-users] Re: BUG in rt2->rt3 conversion re: keywords
References: <20030414191523.28835.11253.Mailman@pallas.eruditorum.org>
Message-ID: <3E9B0DD3.5050000@sysd.com>

Nicolae P. Costescu wrote:
> In my rt2 database I had only global keywords.
> 
> In my rt3 database they are now queue specific, and exist in every 
> queue. So when we move tickets from one queue to another they lose the 
> keyword settings (though the keyword selection lists are there because 
> the conversion program created them in every queue).
> 
> Is there any way to fix this now that I have those custom 
> fields/keywords in every queue instead of globally?

I too would be interested in knowing if there is a way to keep keyword 
values when moving tickets from queue to queue in rt3.  Our workflow is 
   quite dependent on moving tickets, and we are using keywords heavily, 
so it would be kind of a showstopper for us if there's no way to do this 
with rt3.

There's at least one other RT user who also feels this way -- his was 
the only reply when I asked about this problem last November 
(http://lists.fsck.com/pipermail/rt-users/2002-November/010685.html) -- 
but nobody provided any pointers on how to preserve the keyword values.

@alex
-- 
mailto:dupuy at sysd.com



From darren at boston.com  Mon Apr 14 15:41:47 2003
From: darren at boston.com (darren chamberlain)
Date: Mon, 14 Apr 2003 15:41:47 -0400
Subject: [rt-users] FW: [rt-devel] Importing a scrip to RT3...
In-Reply-To: 
References: <20030414-f6a3bb0e1128428db3b72234af0b70ee@mail.boston.com> 
Message-ID: <20030414-d28263ed263b62a0276d4c55bfa2dda6@mail.boston.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

* James L. Harrison  [2003-04-14 15:32]:
> However... I checked in my RT_Config.pm and RT_SiteConfig.pm they both
> have a line:
> Set($DatabaseType , 'mysql');

Oh.  Damn, I thought I was being clever. ;)

> I can see know what you are saying... It seems very logical that it
> isn't getting a value for DatabaseType... could I hard code it in
> Handle.pm?

I would start there, and see if it helps.

> That probably wouldn't be too smart would it...

Well, it is effectively hardcoded there anyway, with one level of
indirection.  Do you plan changing database types any time soon?

(darren)

- -- 
Once you eliminate the impossible, whatever remains, no matter how
improbable, must be the truth.
    -- Sherlock Holmes
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From nick at strongholdtech.com  Mon Apr 14 16:07:27 2003
From: nick at strongholdtech.com (Nicolae P. Costescu)
Date: Mon, 14 Apr 2003 16:07:27 -0400
Subject: [rt-users] Re: BUG in rt2->rt3 conversion re: keywords
In-Reply-To: <3E9B0DD3.5050000@sysd.com>
References: <20030414191523.28835.11253.Mailman@pallas.eruditorum.org>
Message-ID: <4.3.2.7.2.20030414160354.026fdd60@mail.strongholdtech.com>

I was able to straighten the keywords out with a lot of SQL gymnastics. 
Basically I had to create new CustomFields, then new CustomFieldValues, 
then map all the customfields from the TicketCustomFieldValues to the new 
CustomFields. Then I disabled the queue specific custom fields for every 
queue except 0 (global), except for the queues that really were supposed to 
have queue specific custom fields (whew).

Now I'm left with a bunch of duplicate custom fields, and I'm finding it 
hard to remove duplicates with mysql's limitations (no views,no functions, 
no subselects). So I'm writing a C program to do it. I thought about 
importing the table into postgres and doing it there...

Remember - the issue is not that you can't keep keywords when moving from 
queue to queue.

The issue is that the rt2->rt3 upgrade script takes your global keywords 
from rt2 and replicates them as queue specific keywords in every queue in rt3!

Ouch.

At 03:36 PM 4/14/2003 -0400, Alexander Dupuy wrote:
>Nicolae P. Costescu wrote:
>>In my rt2 database I had only global keywords.
>>In my rt3 database they are now queue specific, and exist in every queue. 
>>So when we move tickets from one queue to another they lose the keyword 
>>settings (though the keyword selection lists are there because the 
>>conversion program created them in every queue).
>>Is there any way to fix this now that I have those custom fields/keywords 
>>in every queue instead of globally?
>
>I too would be interested in knowing if there is a way to keep keyword 
>values when moving tickets from queue to queue in rt3.  Our workflow 
>is   quite dependent on moving tickets, and we are using keywords heavily, 
>so it would be kind of a showstopper for us if there's no way to do this 
>with rt3.
>
>There's at least one other RT user who also feels this way -- his was the 
>only reply when I asked about this problem last November 
>(http://lists.fsck.com/pipermail/rt-users/2002-November/010685.html) -- 
>but nobody provided any pointers on how to preserve the keyword values.
>
>@alex
>--
>mailto:dupuy at sysd.com
>

****************************************************
Nicolae P. Costescu, Ph.D.  / Senior Developer
Stronghold Technologies
46040 Center Oak Plaza, Suite 160 / Sterling, Va 20166
Tel: 571-434-1472 / Fax: 571-434-1478



From khera at kcilink.com  Mon Apr 14 16:06:30 2003
From: khera at kcilink.com (Vivek Khera)
Date: Mon, 14 Apr 2003 16:06:30 -0400
Subject: [rt-users] RTFM Articles not showing up when "Go" is clicked...
In-Reply-To: 
References: 
Message-ID: <16027.5318.247707.222110@yertle.int.kciLink.com>

>>>>> "DCT" == David C Troy  writes:

DCT> articles defined in RTFM, can 'find' them using the ticket interface, but 
DCT> when I click "Go" to include them, RT just populates the response box with 
DCT> another copy of the user's original message rather than the article.


I asked this the other day on rt-devel.  I got one "me too" response.
There are at least three of us now who have spoken up ;-)

I filed a bug with rtfm-bugs.


From jesse at bestpractical.com  Mon Apr 14 16:11:03 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 14 Apr 2003 16:11:03 -0400
Subject: [rt-users] Re: BUG in rt2->rt3 conversion re: keywords
In-Reply-To: <4.3.2.7.2.20030414160354.026fdd60@mail.strongholdtech.com>
References: <20030414191523.28835.11253.Mailman@pallas.eruditorum.org> <4.3.2.7.2.20030414160354.026fdd60@mail.strongholdtech.com>
Message-ID: <20030414201103.GS4018@fsck.com>

Does it _also_ create the global custom fields?
The right place to fix this is in the import/export tools, not by making
you do nasty things after the fact.

	-j

On Mon, Apr 14, 2003 at 04:07:27PM -0400, Nicolae P. Costescu wrote:
> I was able to straighten the keywords out with a lot of SQL gymnastics. 
> Basically I had to create new CustomFields, then new CustomFieldValues, 
> then map all the customfields from the TicketCustomFieldValues to the new 
> CustomFields. Then I disabled the queue specific custom fields for every 
> queue except 0 (global), except for the queues that really were supposed to 
> have queue specific custom fields (whew).
> 
> Now I'm left with a bunch of duplicate custom fields, and I'm finding it 
> hard to remove duplicates with mysql's limitations (no views,no functions, 
> no subselects). So I'm writing a C program to do it. I thought about 
> importing the table into postgres and doing it there...
> 
> Remember - the issue is not that you can't keep keywords when moving from 
> queue to queue.
> 
> The issue is that the rt2->rt3 upgrade script takes your global keywords 
> from rt2 and replicates them as queue specific keywords in every queue in 
> rt3!
> 
> Ouch.
> 
> At 03:36 PM 4/14/2003 -0400, Alexander Dupuy wrote:
> >Nicolae P. Costescu wrote:
> >>In my rt2 database I had only global keywords.
> >>In my rt3 database they are now queue specific, and exist in every queue. 
> >>So when we move tickets from one queue to another they lose the keyword 
> >>settings (though the keyword selection lists are there because the 
> >>conversion program created them in every queue).
> >>Is there any way to fix this now that I have those custom fields/keywords 
> >>in every queue instead of globally?
> >
> >I too would be interested in knowing if there is a way to keep keyword 
> >values when moving tickets from queue to queue in rt3.  Our workflow 
> >is   quite dependent on moving tickets, and we are using keywords heavily, 
> >so it would be kind of a showstopper for us if there's no way to do this 
> >with rt3.
> >
> >There's at least one other RT user who also feels this way -- his was the 
> >only reply when I asked about this problem last November 
> >(http://lists.fsck.com/pipermail/rt-users/2002-November/010685.html) -- 
> >but nobody provided any pointers on how to preserve the keyword values.
> >
> >@alex
> >--
> >mailto:dupuy at sysd.com
> >
> 
> ****************************************************
> Nicolae P. Costescu, Ph.D.  / Senior Developer
> Stronghold Technologies
> 46040 Center Oak Plaza, Suite 160 / Sterling, Va 20166
> Tel: 571-434-1472 / Fax: 571-434-1478
> 
> _______________________________________________
> 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  Mon Apr 14 16:12:52 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 14 Apr 2003 16:12:52 -0400
Subject: [rt-users] RTFM Articles not showing up when "Go" is clicked...
In-Reply-To: <16027.5318.247707.222110@yertle.int.kciLink.com>
References:  <16027.5318.247707.222110@yertle.int.kciLink.com>
Message-ID: <20030414201252.GT4018@fsck.com>



On Mon, Apr 14, 2003 at 04:06:30PM -0400, Vivek Khera wrote:
> >>>>> "DCT" == David C Troy  writes:
> 
> DCT> articles defined in RTFM, can 'find' them using the ticket interface, but 
> DCT> when I click "Go" to include them, RT just populates the response box with 
> DCT> another copy of the user's original message rather than the article.
> 
> 
> I asked this the other day on rt-devel.  I got one "me too" response.
> There are at least three of us now who have spoken up ;-)

And I confirmed it as a bug. I'll get to it when I can. (Aside from the
fact that I've got a flight to London in 24 hours ;) Patches are, as
always, appreciated.

	-j


> 
> I filed a bug with rtfm-bugs.
> _______________________________________________
> 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 nick at strongholdtech.com  Mon Apr 14 16:24:08 2003
From: nick at strongholdtech.com (Nicolae P. Costescu)
Date: Mon, 14 Apr 2003 16:24:08 -0400
Subject: [rt-users] Re: BUG in rt2->rt3 conversion re: keywords
Message-ID: <4.3.2.7.2.20030414162402.026fc3f8@mail.strongholdtech.com>

At 04:11 PM 4/14/2003 -0400, you wrote:
>Does it _also_ create the global custom fields?

Nope. I looked in CustomFields for rows with queue value 0 and there were 
NONE. But I had a row for each queue for each custom field that used to be 
global,

>The right place to fix this is in the import/export tools, not by making
>you do nasty things after the fact.

I certainly agree :) But I only noticed the problem when users started 
complaining that their keywords got lost when they moved tickets from queue 
to queue. We're committed now buddy - there's no going back to rt2 ;)

Right now I'm finishing my program to elminate duplicate entries in 
TicketCustomFieldValues (created by users who put a ticket in 1 queue, put 
in keywords, went to another queue, put the keywords in again - all before 
I figured out the pblm and put in the global keywords).

When I mapped them all to the new global CustomFields I ended up with 
duplicates in those cases.


****************************************************
Nicolae P. Costescu, Ph.D.  / Senior Developer
Stronghold Technologies
46040 Center Oak Plaza, Suite 160 / Sterling, Va 20166
Tel: 571-434-1472 / Fax: 571-434-1478



From jgedeon at qualcomm.com  Mon Apr 14 17:21:44 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Mon, 14 Apr 2003 14:21:44 -0700
Subject: [rt-users] SearchBuilder Question
In-Reply-To: <20030412064707.GN4018@fsck.com>
References: <20030412145539.GA17307@zeus.cysphere.com>
 <20030412145539.GA17307@zeus.cysphere.com>
Message-ID: <5.1.0.14.2.20030414141938.03151f80@unixmail.qualcomm.com>

Is there a way to have get the field type of a column in the rt database?

ie I could find out that the ticket id field was a number type?

John


--
<>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on 
your own understanding;
                               in all your ways acknowledge him, and he 
will make your paths straight."



From jesse at bestpractical.com  Mon Apr 14 18:30:20 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 14 Apr 2003 18:30:20 -0400
Subject: [rt-users] SearchBuilder Question
In-Reply-To: <5.1.0.14.2.20030414141938.03151f80@unixmail.qualcomm.com>
References: <20030412145539.GA17307@zeus.cysphere.com> <20030412145539.GA17307@zeus.cysphere.com> <5.1.0.14.2.20030414141938.03151f80@unixmail.qualcomm.com>
Message-ID: <20030414223020.GY4018@fsck.com>

have a look at the hash of ClassAcessible metadata in 3.0. (And actually
how the latest searchbuilders are dealing with LOBs in Oracle 9.

	-j




On Mon, Apr 14, 2003 at 02:21:44PM -0700, John Gedeon wrote:
> Is there a way to have get the field type of a column in the rt database?
> 
> ie I could find out that the ticket id field was a number type?
> 
> John
> 
> 
> --
> <>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on 
> your own understanding;
>                               in all your ways acknowledge him, and he 
> will make your paths straight."
> 
> _______________________________________________
> 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 rjansen at vub.ac.be  Mon Apr 14 19:41:40 2003
From: rjansen at vub.ac.be (Robert Jansen)
Date: Tue, 15 Apr 2003 01:41:40 +0200 (MET DST)
Subject: [rt-users] Duplicate tickets listing after Searchbuilder upgrade
Message-ID: <200304142341.BAA17814@mach.vub.ac.be>

Hi, 

just installed the latest -03 Searchbuilder from the RT site
and in the "Home" view I see each Tickets I requested TWICE.

Everything neatly sorted alphabetically ,..OK

Only in the "Tickets I requested" each Ticket is shown twice,.  same clickable URL.

Yes, restarted apache. 

Any ideas ?

Found a bug ?

TIA

Jansen Robert
Network Manager
VUB


From pdh at bestpractical.com  Mon Apr 14 19:43:13 2003
From: pdh at bestpractical.com (Phil Homewood)
Date: Tue, 15 Apr 2003 09:43:13 +1000
Subject: [rt-users] RT3 problem
In-Reply-To: <00c001c30289$86f5b2d0$9200a8c0@Medion>
References: <00ae01c30287$7e2c5160$b9aff5ce@surefit.org> <00c001c30289$86f5b2d0$9200a8c0@Medion>
Message-ID: <20030414234312.GD495@luggage.internal.moreton.com.au>

Marc Storck wrote:
> Subroutine handler redefined at /usr/local/rt3/bin/webmux.pl line 110.

You're trying to run two RT instances under mod_perl in the same
apache instance. That won't work. You need two apache instances
(on different ports or IPs), or you can use FastCGI for one or
both.
-- 
?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From pdh at bestpractical.com  Mon Apr 14 19:46:16 2003
From: pdh at bestpractical.com (Phil Homewood)
Date: Tue, 15 Apr 2003 09:46:16 +1000
Subject: [rt-users] [Fwd: Changing ticket re-opening behavior]
In-Reply-To: <4132.170.223.177.24.1050341082.squirrel@www.atomicmatrix.net>
References: <4132.170.223.177.24.1050341082.squirrel@www.atomicmatrix.net>
Message-ID: <20030414234615.GE495@luggage.internal.moreton.com.au>

Ben Goodwin wrote:
> I'm trying to change the behavior of RT2-0-15 to *not* change the status
> of a stalled ticket to open upon correspondence, but I'm having trouble
> finding where this code is.

RT::Ticket::Correspond()
-- 
?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From jesse at bestpractical.com  Mon Apr 14 19:54:04 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 14 Apr 2003 19:54:04 -0400
Subject: [rt-users] Duplicate tickets listing after Searchbuilder upgrade
In-Reply-To: <200304142341.BAA17814@mach.vub.ac.be>
References: <200304142341.BAA17814@mach.vub.ac.be>
Message-ID: <20030414235404.GE4018@fsck.com>

What database are you using?
Can you turn on your database's query-logging facility and send us the
SQL queries RT makes to display that page?

	Thanks,
	Jesse


On Tue, Apr 15, 2003 at 01:41:40AM +0200, Robert Jansen wrote:
> Hi, 
> 
> just installed the latest -03 Searchbuilder from the RT site
> and in the "Home" view I see each Tickets I requested TWICE.
> 
> Everything neatly sorted alphabetically ,..OK
> 
> Only in the "Tickets I requested" each Ticket is shown twice,.  same clickable URL.
> 
> Yes, restarted apache. 
> 
> Any ideas ?
> 
> Found a bug ?
> 
> TIA
> 
> Jansen Robert
> Network Manager
> VUB
> _______________________________________________
> 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 jaq at spacepants.org  Mon Apr 14 19:23:12 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Tue, 15 Apr 2003 09:23:12 +1000
Subject: [rt-users] Re: BUG in rt2->rt3 conversion re: keywords
In-Reply-To: <4.3.2.7.2.20030414160354.026fdd60@mail.strongholdtech.com>
References: <20030414191523.28835.11253.Mailman@pallas.eruditorum.org> <4.3.2.7.2.20030414160354.026fdd60@mail.strongholdtech.com>
Message-ID: <20030414232312.GA18179@spacepants.org>

This one time, at band camp, Nicolae P. Costescu wrote:
>I was able to straighten the keywords out with a lot of SQL gymnastics. 
>Basically I had to create new CustomFields, then new CustomFieldValues, 
>then map all the customfields from the TicketCustomFieldValues to the new 
>CustomFields. Then I disabled the queue specific custom fields for every 
>queue except 0 (global), except for the queues that really were supposed to 
>have queue specific custom fields (whew).

Can you post the specific sql statements you used?  I've also been hit by
this, and it's the last thing I need to fix for our RT3 migration.

-- 
jaq at spacepants.org                           http://spacepants.org/jaq.gpg


From rjansen at vub.ac.be  Mon Apr 14 20:12:54 2003
From: rjansen at vub.ac.be (Robert Jansen)
Date: Tue, 15 Apr 2003 02:12:54 +0200 (MET DST)
Subject: [rt-users] Duplicate tickets listing after Searchbuilder upgrade
In-Reply-To: <20030414235404.GE4018@fsck.com> from Jesse Vincent at "Apr 14,
 2003 07:54:04 pm"
Message-ID: <200304150012.CAA01832@mach.vub.ac.be>

> What database are you using?

030402 16:34:43  InnoDB: Started
/usr/local/mysql-standard-4.0.12-sun-solaris2.8-sparc/bin/mysqld: ready for connections.
Version: '4.0.12-standard'  socket: '/tmp/mysql.sock'  port: 3306



> Can you turn on your database's query-logging facility and send us the
> SQL queries RT makes to display that page?
> 
> 	Thanks,
> 	Jesse
> 
> 


Sending you the file personaly, is 70Kb, don't want to load the list with that.


TIA.

Jansen Robert


From jaq at spacepants.org  Mon Apr 14 20:13:59 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Tue, 15 Apr 2003 10:13:59 +1000
Subject: [rt-users] Duplicate tickets listing after Searchbuilder upgrade
In-Reply-To: <200304142341.BAA17814@mach.vub.ac.be>
References: <200304142341.BAA17814@mach.vub.ac.be>
Message-ID: <20030415001359.GB17748@spacepants.org>

This one time, at band camp, Robert Jansen wrote:
>just installed the latest -03 Searchbuilder from the RT site
>and in the "Home" view I see each Tickets I requested TWICE.
>
>Everything neatly sorted alphabetically ,..OK
>
>Only in the "Tickets I requested" each Ticket is shown twice,.  same clickable URL.

Yep, I see that too.  Postgres backend, DBIx::Searchbuilder 0.81_02.  Only
with the "Tickets I requested" pane.

-- 
jaq at spacepants.org                           http://spacepants.org/jaq.gpg


From jesse at bestpractical.com  Mon Apr 14 20:21:59 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 14 Apr 2003 20:21:59 -0400
Subject: [rt-users] Duplicate tickets listing after Searchbuilder upgrade
In-Reply-To: <20030415001359.GB17748@spacepants.org>
References: <200304142341.BAA17814@mach.vub.ac.be> <20030415001359.GB17748@spacepants.org>
Message-ID: <20030415002159.GF4018@fsck.com>

I see it too. expect a fix within the next few hours.


On Tue, Apr 15, 2003 at 10:13:59AM +1000, Jamie Wilkinson wrote:
> This one time, at band camp, Robert Jansen wrote:
> >just installed the latest -03 Searchbuilder from the RT site
> >and in the "Home" view I see each Tickets I requested TWICE.
> >
> >Everything neatly sorted alphabetically ,..OK
> >
> >Only in the "Tickets I requested" each Ticket is shown twice,.  same clickable URL.
> 
> Yep, I see that too.  Postgres backend, DBIx::Searchbuilder 0.81_02.  Only
> with the "Tickets I requested" pane.
> 
> -- 
> jaq at spacepants.org                           http://spacepants.org/jaq.gpg
> _______________________________________________
> 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  Mon Apr 14 20:31:02 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 14 Apr 2003 20:31:02 -0400
Subject: [rt-users] Duplicate tickets listing after Searchbuilder upgrade
In-Reply-To: <20030415002159.GF4018@fsck.com>
References: <200304142341.BAA17814@mach.vub.ac.be> <20030415001359.GB17748@spacepants.org> <20030415002159.GF4018@fsck.com>
Message-ID: <20030415003102.GG4018@fsck.com>

On Mon, Apr 14, 2003 at 08:21:59PM -0400, Jesse Vincent wrote:
> I see it too. expect a fix within the next few hours.
> 

Ok. Go grab 0.81_04 and tell me if it does the right thing? There was a
bit of inverted logic.

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


From jaq at spacepants.org  Mon Apr 14 21:51:18 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Tue, 15 Apr 2003 11:51:18 +1000
Subject: [rt-users] Duplicate tickets listing after Searchbuilder upgrade
In-Reply-To: <20030415003102.GG4018@fsck.com>
References: <200304142341.BAA17814@mach.vub.ac.be> <20030415001359.GB17748@spacepants.org> <20030415002159.GF4018@fsck.com> <20030415003102.GG4018@fsck.com>
Message-ID: <20030415015118.GA31900@spacepants.org>

This one time, at band camp, Jesse Vincent wrote:
>On Mon, Apr 14, 2003 at 08:21:59PM -0400, Jesse Vincent wrote:
>> I see it too. expect a fix within the next few hours.
>> 
>
>Ok. Go grab 0.81_04 and tell me if it does the right thing? There was a
>bit of inverted logic.

Yep, that works.  It's also fixed a bug in the Create New Ticket page with
the Owner dropdown, that was listing each user 4 times.  Thanks.

-- 
jaq at spacepants.org                           http://spacepants.org/jaq.gpg


From jon at clickalyzer.com  Tue Apr 15 00:03:50 2003
From: jon at clickalyzer.com (Jonathan Mischo)
Date: Mon, 14 Apr 2003 23:03:50 -0500
Subject: [rt-users] A new permissions bug
Message-ID: <05cb01c30304$06370f10$6545e00a@geniusleaf.com>

A few things...first off, I'm getting a new bug when I try to assign group
permission to queues...if I try to assign multiple permissions, I get an
"Invalid permission" error, but I can assign those same rights individually.

Second, I'm getting those "Could not load a valid user" emails still, and
I'm running 3.0.1pre2...I thought this was fixed?

Anyone else still seeing this?

Also, I'm still unable to delete global templates and still unable to see my
queues...

What a fun couple of weeks, eh?

-Jon



From jon at clickalyzer.com  Tue Apr 15 00:12:53 2003
From: jon at clickalyzer.com (Jonathan Mischo)
Date: Mon, 14 Apr 2003 23:12:53 -0500
Subject: [rt-users] A new permissions bug
References: <05cb01c30304$06370f10$6545e00a@geniusleaf.com>
Message-ID: <05f401c30305$495653e0$6545e00a@geniusleaf.com>

Errr...make that "Invalid right"

> A few things...first off, I'm getting a new bug when I try to assign group
> permission to queues...if I try to assign multiple permissions, I get an
> "Invalid permission" error, but I can assign those same rights
individually.
>
> Second, I'm getting those "Could not load a valid user" emails still, and
> I'm running 3.0.1pre2...I thought this was fixed?
>
> Anyone else still seeing this?
>
> Also, I'm still unable to delete global templates and still unable to see
my
> queues...
>
> What a fun couple of weeks, eh?
>
> -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



From jesse at bestpractical.com  Tue Apr 15 00:12:16 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 Apr 2003 00:12:16 -0400
Subject: [rt-users] A new permissions bug
In-Reply-To: <05cb01c30304$06370f10$6545e00a@geniusleaf.com>
References: <05cb01c30304$06370f10$6545e00a@geniusleaf.com>
Message-ID: <20030415041216.GL4018@fsck.com>

Can you detail for the list _all_ of the rights you have granted your
users and groups? This sounds like you're not granting people the rights
recommended in the install & configuration guide.


On Mon, Apr 14, 2003 at 11:03:50PM -0500, Jonathan Mischo wrote:
> A few things...first off, I'm getting a new bug when I try to assign group
> permission to queues...if I try to assign multiple permissions, I get an
> "Invalid permission" error, but I can assign those same rights individually.
> 
> Second, I'm getting those "Could not load a valid user" emails still, and
> I'm running 3.0.1pre2...I thought this was fixed?
> 
> Anyone else still seeing this?
> 
> Also, I'm still unable to delete global templates and still unable to see my
> queues...
> 
> What a fun couple of weeks, eh?
> 
> -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

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


From michael.cheshire at microarts.com.au  Tue Apr 15 00:39:42 2003
From: michael.cheshire at microarts.com.au (Michael T. Cheshire)
Date: Tue, 15 Apr 2003 14:09:42 +0930
Subject: [rt-users] RT3 / Email Gateway Problems
Message-ID: <1678A60022973E4E936ABA52D4D86A6126B29A@martsex.microarts.microarts.com.au>

Howdy Everyone :)

I have setup RT and it from the web it all appears to work OK.

However when I try to email in a request I get the following error in my
/var/log/maillog

Apr 15 14:45:53 rt qmail: 1050383753.172663 delivery 99: deferral:
RT_server_error._//The_RT_server_which_handled_your_email_d
id_not_behave_as_expected._It/said://_#_BEGIN_LICENSE_BLOCK/_#_/_#_Copyr
ight_(c)_1996-2003_Jesse_Vincent_/_#_/_#_(Except_where_explictly_superceded_by_other_copyright_notice
s)/_#_/_#_This_work_is_made_available_to_you_under_the
_terms_of_Version_2_of/_#_the_GNU_General_Public_License._A_copy_of_that
_license_should_have/_#_been_provided_with_this_softwa
re,_but_in_any_event_can_be_snarfed/_#_from_www.gnu.org./_#_/_#_This_wor
k_is_distributed_in_the_hope_that_it_will_be_useful,_b
ut/_#_WITHOUT_ANY_WARRANTY;_without_even_the_implied_warranty_of/_#_MERC
HANTABILITY_or_FITNESS_FOR_A_PARTICULAR_PURPOSE.__See_
the_GNU/_#_General_Public_License_for_more_details./_#_/_#_Unless_otherw
ise_specified,_
Apr 15 14:45:53 rt qmail:
1050383753.172663+all_modifications,_corrections_or/_#_extensions_to_thi
s_work_which_alter_its_sourc
e_code_become_the/_#_property_of_Best_Practical_Solutions,_LLC_when_subm
itted_for/_#_inclusion_in_the_work./_#_/_#_/_#_END_LIC
ENSE_BLOCK/<_ARGS>/$message/$queue_=>_1/$action_=>_"correspond"/$ticket_
=>_undef//<_init>/use_RT::Interface::Email;_/m
y_(_$status,_$error,_$Ticket_)_=_RT::Interface::Email::Gateway(__ARGS);/
/_____if_($status)_{/ok/_________if_(_$Ticket-
>Id_)_{/Ticket:_<__$Ticket->Id__>/Queue:_<__$Ticket->QueueObj->Name__>/O
wner:_<__$Ticket->OwnerObj->Name__>/Status:_<__$Ticket
->Status__>/Subject:_<__$Ticket->Subject__>/Requestor:_<__$Ticket->Reque
stors->MemberEmailAddressesAsString__>/_________}/__}_
__else_{_/not_ok_-_<_$error_>_/__}//
Apr 15 14:45:53 rt qmail: 1050383753.173047 status: local 0/10 remote
0/20

I run qmail as my MTA - Contents of /var/qmail/alais :

|preline /opt/rt3/bin/rt-mailgate --queue general --action correspond
--url http://rt.microarts.com.au/

I think I have missed something fairly obvious here - can someone
enlighten me please??

Thanks...

-- 
Michael Cheshire          | mob : 61 402 277 092 
Senior Network Engineer   | ph : 1300 738 333 
Linux, NT/2K, Cisco       | fax : 61 8 8332 8666 
CCNA                      | eml : michaelc at microarts.com.au 
Microarts                 | web : http://www.microarts.com.au 


From jon at clickalyzer.com  Tue Apr 15 02:29:28 2003
From: jon at clickalyzer.com (Jonathan Mischo)
Date: Tue, 15 Apr 2003 01:29:28 -0500
Subject: [rt-users] A new permissions bug
References: <05cb01c30304$06370f10$6545e00a@geniusleaf.com> <20030415041216.GL4018@fsck.com>
Message-ID: <062501c30318$5e75c220$6545e00a@geniusleaf.com>

Okay....the valid user thing was permissions that got wiped out, somehow.
That is now resolved...it appears to have only been on one queue.

As for the "Invalid right" bug, it appears any time I attempt to give a
group or user more than one new permission to any particular queue at a
time.  No new permissions get added to that group or user when I try to
assign multiple new rights.

For instance:

If I have a user named "foo" and a group named "bar" and try to assign
either of them "ShowTicket" and "ShowTicketComments" simultaneously, I get a
single "Invalid right" message.  If I try to assign either of them
"ShowTicket" or "ShowTicketComments" individually (i.e. set one per POST), I
can assign both with no problem.

As for deleting global templates, I've tried with both SuperUser and
ModifyTemplate rights, and I still can't do it, but I can modify the
templates with either right.  This ONLY happens on global templates, though.
Queue templates don't give me permission denied.

Queues are still giving me that problem that you said you saw in old
versions of Mason, but I'm running 1.19.

Here's the skinny on what I'm running:  Apache with mod_perl1, pgsql 7.3.2,
perl 5.6.1, Mason 1.19, SB 0.81_04, RT 3.0.1pre2

I'm having all of these problems running with SuperUser rights, but they
also exist for users with the applicable rights.

-Jon


> Can you detail for the list _all_ of the rights you have granted your
> users and groups? This sounds like you're not granting people the rights
> recommended in the install & configuration guide.
>
>
> On Mon, Apr 14, 2003 at 11:03:50PM -0500, Jonathan Mischo wrote:
> > A few things...first off, I'm getting a new bug when I try to assign
group
> > permission to queues...if I try to assign multiple permissions, I get an
> > "Invalid permission" error, but I can assign those same rights
individually.
> >
> > Second, I'm getting those "Could not load a valid user" emails still,
and
> > I'm running 3.0.1pre2...I thought this was fixed?
> >
> > Anyone else still seeing this?
> >
> > Also, I'm still unable to delete global templates and still unable to
see my
> > queues...
> >
> > What a fun couple of weeks, eh?
> >
> > -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
>
> --
> http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From hwagener at hamburg.fcb.com  Tue Apr 15 04:10:45 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Tue, 15 Apr 2003 10:10:45 +0200
Subject: [rt-users] RT3 and fastcgi problem
In-Reply-To: <9702C574-6E8C-11D7-8AA6-003065DC18B8@hamburg.fcb.com>
Message-ID: 

Hello,
just in case I didn't post enough info, here are the permissions on the 
files mentioned:

[root at rt3 root]# ls -la /opt/rt3/bin/mason_handler.fcgi
-rwxr-sr-x    1 root     rt           1349 Apr 15 09:47 
/opt/rt3/bin/mason_handler.fcgi
[root at rt3 root]# ls -la /opt/rt3/bin/webmux.pl
-rwxr-xr-x    1 root     rt           3301 Apr 15 09:47 
/opt/rt3/bin/webmux.pl
[root at rt3 root]# ls -la /opt/rt3/lib/RT/I18N.pm
-rw-r--r--    1 root     rt          10673 Apr 12 03:58 
/opt/rt3/lib/RT/I18N.pm
[root at rt3 root]#


httpd runs as user apache.
user apache is a member of group rt.
suidperl is installed (and has the suid bit set).

Any help? Please?

Regards,
     Harald


-- 
Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg



From hwagener at hamburg.fcb.com  Tue Apr 15 05:03:06 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Tue, 15 Apr 2003 11:03:06 +0200
Subject: [rt-users] RT3 and fastcgi problem
In-Reply-To: 
Message-ID: <1279FDEB-6F21-11D7-8835-003065DC18B8@hamburg.fcb.com>

On Dienstag, April 15, 2003, at 10:10  Uhr, Harald Wagener wrote:

> Hello,
> just in case I didn't post enough info, here are the permissions on 
> the files mentioned:
>
> [root at rt3 root]# ls -la /opt/rt3/bin/mason_handler.fcgi
> -rwxr-sr-x    1 root     rt           1349 Apr 15 09:47 
> /opt/rt3/bin/mason_handler.fcgi


Just for the archives,
I managed to get this straight myself. Removing the sgid bit on 
mason_handler.fcgi got me a new error, FCGI.pm was missing. I installed 
it manually, since it wasn't required by a reconfigured rt source tree 
(--with-fastcgi) - now everything works as expected.

Regards,
     Harald

-- 
Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg



From mixo at beth.uniforum.org.za  Tue Apr 15 06:29:59 2003
From: mixo at beth.uniforum.org.za (mixo)
Date: Tue, 15 Apr 2003 12:29:59 +0200
Subject: [rt-users] Pg - db initialisation failed
Message-ID: <3E9BDF27.50201@beth.uniforum.org.za>

'make install ' for rt2 (2.0.15) and 'make initialize-database' for rt3 
(rt-3.0.0)
results in:
++++++++++++++++++++++++++++++++++++++++++
DBD::Pg::db do failed: ERROR:  CREATE DATABASE: may not be called in a 
transaction block at 
/usr/lib/perl5/site_perl/5.6.0/DBIx/DataSource/Driver.pm line 77, 
 line 1.
ERROR:  CREATE DATABASE: may not be called in a transaction block at 
/usr/lib/perl5/site_perl/5.6.0/DBIx/DataSource/Driver.pm line 77, 
 line 1.
make: *** [createdb] Error 2
++++++++++++++++++++++++++++++++++++++++++

And from my db logs I get:

    ERROR:  CREATE DATABASE: may not be called in a transaction block

What could be the cause of the problem and how can I solve it?




From ron.gidron at shunra.com  Tue Apr 15 08:18:14 2003
From: ron.gidron at shunra.com (Ron Gidron)
Date: Tue, 15 Apr 2003 14:18:14 +0200
Subject: [rt-users] searching for tickets based on text in the body of the ticket - RT-3.0.0
Message-ID: 

Is there a simple way to search for tickets based on content (of body text
rather then in the subject line..)?
Can I have general instructions from anyone what to do if I want to implement
this?
basically I would like to customize the search page and add a line that allows
searching for keywords in the ticket's body.

Regards,
Ron
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From rjansen at vub.ac.be  Tue Apr 15 08:51:17 2003
From: rjansen at vub.ac.be (Jansen Robert)
Date: Tue, 15 Apr 2003 14:51:17 +0200
Subject: [rt-users] Duplicate tickets listing after Searchbuilder
 upgrade
In-Reply-To: <20030415015118.GA31900@spacepants.org>
References: <200304142341.BAA17814@mach.vub.ac.be>
 <20030415001359.GB17748@spacepants.org> <20030415002159.GF4018@fsck.com>
 <20030415003102.GG4018@fsck.com> <20030415015118.GA31900@spacepants.org>
Message-ID: 

At 11:51 AM +1000 4/15/03, Jamie Wilkinson wrote:
>This one time, at band camp, Jesse Vincent wrote:
>>On Mon, Apr 14, 2003 at 08:21:59PM -0400, Jesse Vincent wrote:
>>>  I see it too. expect a fix within the next few hours.
>>>
>>
>>Ok. Go grab 0.81_04 and tell me if it does the right thing? There was a
>>bit of inverted logic.
>
>Yep, that works.  It's also fixed a bug in the Create New Ticket page with
>the Owner dropdown, that was listing each user 4 times.  Thanks.
>
>--
>jaq at spacepants.org                           http://spacepants.org/jaq.gpg
>_______________________________________________
>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


Yes, DBIx::Searchbuilder 0.81_04 fixed the bug on my system (mysql 
backend) too.

Thanks Jesse.


But on a sidenote, the buggy 03 version had a sideeffect in that it 
sorted all listings alphabetically. Nice. is that a configurable 
option somewhere ?

Cheers
-- 
--------------------------
Brussels University
Pleinlaan 2
Computer Center VUB/ULB (VUBnet)
Ing. Robert Jansen
B-1050 Brussels
Belgium (Europe)


email: rjansen at vub.ac.be
Tel:  +32-2-650.36.94
Secr: +32-2-650.37.38
Fax:  +32-2-650.37.40
--------------------------


From panu at colorplaza.com  Tue Apr 15 09:17:20 2003
From: panu at colorplaza.com (Panu Artimo)
Date: Tue, 15 Apr 2003 15:17:20 +0200
Subject: [rt-users] BUG? RT-3.0.0 & binary attachments
In-Reply-To: <20030410042002.3915.79495.Mailman@pallas.eruditorum.org>
Message-ID: 

I tried to change utf-8 to iso-8859-1 in emailencoding to see it it helped the
problem with binary attachments. It didn't.

I also checked the database with mysqladmin to see if there's anything I can
figure out from db directly. Well there isn't...

I attached the same file from webinterface and it wasn't corrupted. And it
seems that those files are slightly different in db comparing the ascii output
in mysql, so it's input that is corrupting them.

Is there a reason to store attachments in the db in the first place?

Panu

http://www.xs4all.nl/hanb/documents/quotingguide.html





From nick at strongholdtech.com  Tue Apr 15 09:38:53 2003
From: nick at strongholdtech.com (Nicolae P. Costescu)
Date: Tue, 15 Apr 2003 09:38:53 -0400
Subject: [rt-users] Re: BUG in rt2->rt3 conversion re: keywords
Message-ID: <4.3.2.7.2.20030415084458.017c4cc0@mail.qrts.com>

Jamie
I'm sorry, I don't have a list of statements for you. But the basic outline 
I gave is correct I think...

You can do most of it from inside of Rt3.

First, check and make sure your global keywords did not get created in Rt3. 
You can look in RT3 or you can look at the CustomFields table, and look for 
rows with queue = 0.

If you have the same problem I did, what you'll see is one set of rows of 
CustomFields for each queue, instead of just one global set.

Now add the custom field values (to CustomFieldValues) for your new global 
custom fields. You can do it in RT3 (be careful to use the exact same 
spelling as your existing values) or you can just do it with sql statements 
(unfortunately since mysql has no views, no functions, no subselects, you 
have to make some temp tables). If you're using postgres it's much easier, 
you just do it in one statement with a subselect.

Now that you have that set up, here's the part you can't do in Rt3. You 
must do it in the database.

You have to remap all TicketCustomFieldValues from the queue specific 
CustomFields to the  global CustomFields. This is a many to one mapping.

Say you have a global custom field  which now has id Kg in the CustomFields 
table. Say the upgrade script created  identical custom fields based on 
this one, with id fields K1...Kn, one per queue. You want to upate any 
TicketCustomFieldValue rows with CustomField in (k1...Kn) to Kg. Repeat 
this for each global keyword with its corresponding queue specific clones.

Then you'll want to check and make sure you haven't missed any by looking 
at TicketCustomFieldValues that have CustomFields that do not map to your 
global CustomFields (again harder in mysql thanks to no subselects).

Then disable all the customfields that were queue specific clones of the 
global ones. Can do this in Rt3, or quicker in sql.

If users have used your system while you had those queue spec. clones, 
tickets may now have more than one value even for single select keywords - 
remove duplicates (I wrote  a program, was easier to do that than to 
struggle w/mysql limits  - again in postgres you could do it with a subselect).

At this point I also deleted TicketCustomFieldValues rows that had Content 
fields that no longer existed in the CustomFieldValues table.

Sorry I can't be more specific, I made the queries up as I went along and 
didn't save them. I also didn't find a 3.0 schema anywhere in the docs 
(there was one for 2.0).

Someone could write a fairly simple program based on the outline above to 
"fix up" botched 2->3 upgrades.

Good luck,
Nick



>Date: Tue, 15 Apr 2003 09:23:12 +1000
>From: Jamie Wilkinson 
>To: rt-users at lists.fsck.com
>Subject: Re: [rt-users] Re: BUG in rt2->rt3 conversion re: keywords
>
>This one time, at band camp, Nicolae P. Costescu wrote:
> >I was able to straighten the keywords out with a lot of SQL gymnastics.
> >Basically I had to create new CustomFields, then new CustomFieldValues,
> >then map all the customfields from the TicketCustomFieldValues to the new
> >CustomFields. Then I disabled the queue specific custom fields for every
> >queue except 0 (global), except for the queues that really were supposed to
> >have queue specific custom fields (whew).
>
>Can you post the specific sql statements you used?  I've also been hit by
>this, and it's the last thing I need to fix for our RT3 migration.

****************************************************
Nicolae P. Costescu, Ph.D.  / Senior Developer
Stronghold Technologies
46040 Center Oak Plaza, Suite 160 / Sterling, Va 20166
Tel: 571-434-1472 / Fax: 571-434-1478



From nick at strongholdtech.com  Tue Apr 15 10:00:15 2003
From: nick at strongholdtech.com (Nicolae P. Costescu)
Date: Tue, 15 Apr 2003 10:00:15 -0400
Subject: [rt-users] Use MYSQL, not postgres w/rt2-3
Message-ID: <4.3.2.7.2.20030415095022.02702b20@mail.qrts.com>

Let me say I am a fan of postgres, in my opinion it is a much better 
database than MySql (and I chose it for our server systems at work over 
mysql). Just a few reasons - mysql just recently got transactions thanks to 
InnoDB tables, postgres has had them for a long time. Postgres has views, 
stored procedures, subselects, etc. and is just plain easier to use.

That being said - Jesse wrote RT based on MySql. If you want optimal 
performance, bite the bullet and use MySql. I'd been using it with Postgres 
for about a year. People were complaining about how slow it was. When I 
looked at upgrading to make the system faster, I tried rt3 with our current 
ticket database with postgres and mysql, and it ran much faster with mysql, 
I mean MUCH faster.

Yes I had my postgres optimized, that's one of the nice things about 
postgres, not that much to optimize (shared buffers, sortmem, vacuum 
analyze every night, etc.) It kind of optimizes itself w/vacuum analyze.

But Jesse wrote it for mysql. He probably didn't optimize it for postgres 
(ie. cluster tables on the proper index, group queries into transactions so 
postgres doesn't autocommit and make every query a separate transaction, 
etc.) There's a huge # of queries executed just to display a ticket with 
many transactions attached to it.

RT2 just runs best with MySQL. You can see this also in the rt2->rt3 
importer if you compare how long it takes to convert about 4000 tickets 
from v2 to v3.

Again, not because postgres is inherently slower, it's just that he 
developed this application for mysql, and that's what you'd expect - it 
would work best with mysql.

He does mention that briefly in a readme - I wish I had taken it to heart 
earlier :)

Just a FYI for those who are thinking about using RT, or are upgrading from 
an earlier version and have the opportunity to switch databases now.

His upgrade program works fine with either DB obviously, so you can go from 
a v2 postgres to a v3 mysql.

Nick
****************************************************
Nicolae P. Costescu, Ph.D.  / Senior Developer
Stronghold Technologies
46040 Center Oak Plaza, Suite 160 / Sterling, Va 20166
Tel: 571-434-1472 / Fax: 571-434-1478



From nick at strongholdtech.com  Tue Apr 15 10:14:17 2003
From: nick at strongholdtech.com (Nicolae P. Costescu)
Date: Tue, 15 Apr 2003 10:14:17 -0400
Subject: [rt-users] Q: Re: Placement of Custom Fields on Display screen
Message-ID: <4.3.2.7.2.20030415101155.02784e48@mail.qrts.com>

I have 6 global single select custom fields. They used to kind of tile 
themselves nicely on this screen. Now they are all arranged vertically, 
regardless of how wide my display is.

The only change as far as I can tell is my kooky SQL gymnastics I did to 
fix the replication of the global keywords into each queue - seems like 
before I did that they were nicely arranged.

Does anyone have an idea of how to get them to tile nicely again?

Thanks
Nick
****************************************************
Nicolae P. Costescu, Ph.D.  / Senior Developer
Stronghold Technologies
46040 Center Oak Plaza, Suite 160 / Sterling, Va 20166
Tel: 571-434-1472 / Fax: 571-434-1478



From harrison at palisadesys.com  Tue Apr 15 10:36:14 2003
From: harrison at palisadesys.com (James L. Harrison)
Date: Tue, 15 Apr 2003 09:36:14 -0500
Subject: [rt-users] IncomingEmail insert script for RT3
Message-ID: 

Hi Again All,

Well after some hacking I have gotten the IncomingEmail insert script (by
Bruce) working...
I have cross posted this because I had threads going on both lists looking
for help..

It is posted here:
http://palisadesys.com/~harrison/
http://palisadesys.com/~harrison/IncomingEmail.pm
http://palisadesys.com/~harrison/IncomingEmail.pm.insert.pl
http://palisadesys.com/~harrison/OnIncomingEmail.pm.insert.pl

Just run the proper insert script and then copy IncomingEmail.pm into
/lib/RT/Condition/

The IncomingEmail.pm.insert.pl creates a scrip that will fire anytime an
email is received by RT.  The OnIncomingEmail.pm.insert.pl will create a
scrip that will fire only when a ticket is created.

I did have to do a couple of things to the RT code... I would like to make
sure that this won't break anything...

On line 123 of RT.pm I changed:
$Handle = RT::Handle->new();
To:
$Handle = new RT::Handle($RT::DatabaseType);

Additionally, I had to hardcode the DatabaseType in Handle.pm line 49 and
50... It was:
eval "use DBIx::SearchBuilder::Handle::$RT::DatabaseType;
\@ISA= qw(DBIx::SearchBuilder::Handle::$RT::DatabaseType);";
Now:
eval "use DBIx::SearchBuilder::Handle::mysql;
\@ISA= qw(DBIx::SearchBuilder::Handle::mysql);";

Have I broken something else by doing this?  Should this be patched?

-Jamie

---
James L. Harrison
harrison at palisadesys.com
Technical Support Engineer
Palisade Systems
515.296.0701



From jesse at bestpractical.com  Tue Apr 15 11:00:14 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 Apr 2003 11:00:14 -0400
Subject: [rt-users] BUG? RT-3.0.0 & binary attachments
In-Reply-To: 
References: <20030410042002.3915.79495.Mailman@pallas.eruditorum.org> 
Message-ID: <20030415150014.GO4018@fsck.com>

Grab RT 3.0.1pre2 from http://fsck.com/pub/rt/devel/ ? 
I believe we've got this one nailed.

On Tue, Apr 15, 2003 at 03:17:20PM +0200, Panu Artimo wrote:
> I tried to change utf-8 to iso-8859-1 in emailencoding to see it it helped the
> problem with binary attachments. It didn't.
> 
> I also checked the database with mysqladmin to see if there's anything I can
> figure out from db directly. Well there isn't...
> 
> I attached the same file from webinterface and it wasn't corrupted. And it
> seems that those files are slightly different in db comparing the ascii output
> in mysql, so it's input that is corrupting them.
> 
> Is there a reason to store attachments in the db in the first place?
> 
> Panu
> 
> http://www.xs4all.nl/hanb/documents/quotingguide.html
> 
> 
> 
> _______________________________________________
> 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  Tue Apr 15 11:10:04 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 Apr 2003 11:10:04 -0400
Subject: [rt-users] A new permissions bug
In-Reply-To: <062501c30318$5e75c220$6545e00a@geniusleaf.com>
References: <05cb01c30304$06370f10$6545e00a@geniusleaf.com> <20030415041216.GL4018@fsck.com> <062501c30318$5e75c220$6545e00a@geniusleaf.com>
Message-ID: <20030415151004.GP4018@fsck.com>



On Tue, Apr 15, 2003 at 01:29:28AM -0500, Jonathan Mischo wrote:
> Okay....the valid user thing was permissions that got wiped out, somehow.
> That is now resolved...it appears to have only been on one queue.
> 
> As for the "Invalid right" bug, it appears any time I attempt to give a
> group or user more than one new permission to any particular queue at a
> time.  No new permissions get added to that group or user when I try to
> assign multiple new rights.
> 
> For instance:
> 
> If I have a user named "foo" and a group named "bar" and try to assign
> either of them "ShowTicket" and "ShowTicketComments" simultaneously, I get a
> single "Invalid right" message.  If I try to assign either of them
> "ShowTicket" or "ShowTicketComments" individually (i.e. set one per POST), I
> can assign both with no problem.
> 
> Queues are still giving me that problem that you said you saw in old
> versions of Mason, but I'm running 1.19.


These two are actually the exact same bug, I believe. Is your CGI.pm up
to date?


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


From jesse at bestpractical.com  Tue Apr 15 12:01:44 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 Apr 2003 12:01:44 -0400
Subject: [rt-users] [rt-announce] RT 3.0.1 is now available
Message-ID: <20030415160144.GW4018@fsck.com>

RT 3.0.1 is primarily a bug-fix release. A number of issues have been
corrected, primarily several UTF-8 related issues, as well as an issue
that could cause corruption of binary attachments.

This release is now available at:

  http://fsck.com/pub/rt/release/rt-3-0-1.tar.gz


Changelog annotations are below. For more detail, consult aegis at

  http://fsck.com/aegis/aegis.cgi?file at proj_menu+project@rt.3.0


      33     20	  A tiny bit of extra data passing for some callbacks
      35     21	  New czech translation
      37     22	  Updated dependencies
      36     23	  Updated Spanish translation
      38     24	  Updates for RT RPC interface from AMS
      39     25	  Many users should be able to have a blank address; new test suite to ensure this
      50     26	  Integrating rafael's failing UTF-8 test suite and proposed fix from autrijus
      51     27	  Changing address used in examples to not send mail to author
      53     29	  Added preliminary left to right hebrew translation
      55     30	  #2365 Removing outdated Mason setup parameter
      56     31	  Testing fixes for mail authentication/authorization
      58     33	  Better binary attachment handling fix from autrijus
      59     34	  Bumping to RT 3.0.1pre2
      60     35	  SMTP and I18N fixes from autrijus tang. Updated chinese translations
      61     36	  New speedycgi support from vivek khera
      62     37	  Bumping to version 3.0.1

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

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


From blair at orcaware.com  Tue Apr 15 14:04:28 2003
From: blair at orcaware.com (Blair Zajac)
Date: Tue, 15 Apr 2003 11:04:28 -0700
Subject: [rt-users] RT 3.0.1 doesn't start with PerlTaint turned on
Message-ID: <3E9C49AC.36743EDF@orcaware.com>

I just upgraded my RT installation to 3.0.1 today.  Using the same
configuration file that worked for 3.0.0, httpd doesn't start due to
this message:

% /etc/rc.d/init.d/httpd1 start
Starting httpd1 for /opt/i386-linux/installed/conf/apache/1.3.27/httpd.conf:
[Tue Apr 15 11:02:56 2003] [error] Insecure dependency in require while running
with -T switch at /export/home2/apache/intranet_html/rt-3.0.1/lib/RT/I18N.pm line 82.
Compilation failed in require at (eval 15) line 1.

Commenting out the 'PerlTaint on' line in my httpd.conf file has RT
start just fine.

Best,
Blair

-- 
Blair Zajac 
Plots of your system's performance - http://www.orcaware.com/orca/


From jon at clickalyzer.com  Tue Apr 15 16:12:09 2003
From: jon at clickalyzer.com (Jonathan Mischo)
Date: Tue, 15 Apr 2003 15:12:09 -0500
Subject: [rt-users] A new permissions bug
References: <05cb01c30304$06370f10$6545e00a@geniusleaf.com> <20030415041216.GL4018@fsck.com> <062501c30318$5e75c220$6545e00a@geniusleaf.com> <20030415151004.GP4018@fsck.com>
Message-ID: <071601c3038b$4ccd5b50$6545e00a@geniusleaf.com>

> > If I have a user named "foo" and a group named "bar" and try to assign
> > either of them "ShowTicket" and "ShowTicketComments" simultaneously, I
get a
> > single "Invalid right" message.  If I try to assign either of them
> > "ShowTicket" or "ShowTicketComments" individually (i.e. set one per
POST), I
> > can assign both with no problem.
> >
> > Queues are still giving me that problem that you said you saw in old
> > versions of Mason, but I'm running 1.19.
>
>
> These two are actually the exact same bug, I believe. Is your CGI.pm up
> to date?

Yup...I'm running 2.91, which is the latest on CPAN.  I also tried with
2.88...same problems.  Still the Invalid right bug, still the queues that
don't appear, and still the global templates that refuse to delete.

What else should I check?

-Jon



From jesse at bestpractical.com  Tue Apr 15 16:28:08 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 Apr 2003 16:28:08 -0400
Subject: [rt-users] A new permissions bug
In-Reply-To: <071601c3038b$4ccd5b50$6545e00a@geniusleaf.com>
References: <05cb01c30304$06370f10$6545e00a@geniusleaf.com> <20030415041216.GL4018@fsck.com> <062501c30318$5e75c220$6545e00a@geniusleaf.com> <20030415151004.GP4018@fsck.com> <071601c3038b$4ccd5b50$6545e00a@geniusleaf.com>
Message-ID: <20030415202808.GZ4018@fsck.com>


On Tue, Apr 15, 2003 at 03:12:09PM -0500, Jonathan Mischo wrote:
> > > If I have a user named "foo" and a group named "bar" and try to assign
> > > either of them "ShowTicket" and "ShowTicketComments" simultaneously, I
> get a
> > > single "Invalid right" message.  If I try to assign either of them
> > > "ShowTicket" or "ShowTicketComments" individually (i.e. set one per
> POST), I
> > > can assign both with no problem.
> > >
> > > Queues are still giving me that problem that you said you saw in old
> > > versions of Mason, but I'm running 1.19.
> >
> >
> > These two are actually the exact same bug, I believe. Is your CGI.pm up
> > to date?
> 
> Yup...I'm running 2.91, which is the latest on CPAN.  I also tried with
> 2.88...same problems.  Still the Invalid right bug, still the queues that
> don't appear, and still the global templates that refuse to delete.
> 
> What else should I check?
 
I'm not really sure, off the top of my head. It may be worth going back
to the archives for the ARRAY bug and seeing what we did to fix it. It
may also be worth seeing if you can replicate it on another host

	-j
> -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

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


From dchabot at activis.ca  Tue Apr 15 16:42:59 2003
From: dchabot at activis.ca (David Chabot)
Date: Tue, 15 Apr 2003 16:42:59 -0400
Subject: [rt-users] Ticket content not saved
Message-ID: 

Hello,

    I tried to upgrade my RT 3.0.0 installation to RT 3.0.1, since I've done
that, when a ticket is created by email, it's content is not saved, either
the mail body or subject or even the requestor email

I am running a Linux Box with MySQL, Perl 5.8.0 Apache 1.3.27 with modperl1

The only dependency than I had to upgrade was Locale:Maketext.

I did as said in the readme, a configure and make upgrade, then restarted
Apache.
Then RT_SiteConfig.pm file was not overwritten

Any clues ?

David Chabot
Aztus.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From harrison at palisadesys.com  Tue Apr 15 16:49:00 2003
From: harrison at palisadesys.com (James L. Harrison)
Date: Tue, 15 Apr 2003 15:49:00 -0500
Subject: [rt-users] Weird search bug...
Message-ID: 

Hi all...

I have gotten RT3 working and imported my tickets from RT2... When I click
on the queue name to see the open and new tickets in that queue, I get this
in the current search critera:
Current search criteria
Queue = Support [delete]
Status = ARRAY(0x8b15234) [delete]

Shouldn't the Status be something like "Open" or "New"

How can I fix this.

-Jamie

---
James L. Harrison
harrison at palisadesys.com
Technical Support Engineer
Palisade Systems
515.296.0701



From harrison at palisadesys.com  Tue Apr 15 16:59:39 2003
From: harrison at palisadesys.com (James L. Harrison)
Date: Tue, 15 Apr 2003 15:59:39 -0500
Subject: [rt-users] Weird search bug...
In-Reply-To: 
Message-ID: 

More info:
/Search/Listing.html?ValueOfStatus=open&ValueOfStatus=new&StatusOp=%

That is the URL that it is taking me too...

-Jamie


> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of James L. Harrison
> Sent: Tuesday, April 15, 2003 3:49 PM
> To: Rt-Users (E-mail)
> Subject: [rt-users] Weird search bug...
>
>
> Hi all...
>
> I have gotten RT3 working and imported my tickets from RT2... When I click
> on the queue name to see the open and new tickets in that queue,
> I get this
> in the current search critera:
> Current search criteria
> Queue = Support [delete]
> Status = ARRAY(0x8b15234) [delete]
>
> Shouldn't the Status be something like "Open" or "New"
>
> How can I fix this.
>
> -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 jon at clickalyzer.com  Tue Apr 15 17:36:25 2003
From: jon at clickalyzer.com (Jonathan Mischo)
Date: Tue, 15 Apr 2003 16:36:25 -0500
Subject: [rt-users] Weird search bug...
References: 
Message-ID: <077601c30397$11d40b00$6545e00a@geniusleaf.com>

Well, Jesse...I guess we just replicated it on another host...I'm gonna
search the archives to see if I can find the problem...if that fails, I
guess we're bughunting?

-Jon
----- Original Message -----
From: "James L. Harrison" 
To: "Rt-Users (E-mail)" 
Sent: Tuesday, April 15, 2003 3:49 PM
Subject: [rt-users] Weird search bug...


> Hi all...
>
> I have gotten RT3 working and imported my tickets from RT2... When I click
> on the queue name to see the open and new tickets in that queue, I get
this
> in the current search critera:
> Current search criteria
> Queue = Support [delete]
> Status = ARRAY(0x8b15234) [delete]
>
> Shouldn't the Status be something like "Open" or "New"
>
> How can I fix this.
>
> -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 nouveaux at lightconsulting.com  Tue Apr 15 17:36:33 2003
From: nouveaux at lightconsulting.com (Dean Kao)
Date: Tue, 15 Apr 2003 14:36:33 -0700
Subject: [rt-users] Weird search bug...
In-Reply-To: <077601c30397$11d40b00$6545e00a@geniusleaf.com>; from jon@clickalyzer.com on Tue, Apr 15, 2003 at 04:36:25PM -0500
References:  <077601c30397$11d40b00$6545e00a@geniusleaf.com>
Message-ID: <20030415143633.A14896@shaitan.lightconsulting.com>

On Tue, Apr 15, 2003 at 04:36:25PM -0500, Jonathan Mischo developed
a new theory of relativity and: 
> Well, Jesse...I guess we just replicated it on another host...I'm gonna
> search the archives to see if I can find the problem...if that fails, I
> guess we're bughunting?
> 
> -Jon

We replicated it here too.  This happened to us not only on 3.0.1, but
3.0.0 as well.  The error only occurs when you click on the queue
but not on the number of tickets.

Queue:
/Search/Listing.html?ValueOfStatus=open&ValueOfStatus=new&StatusOp=%3D&QueueOp=%3D&ValueOfQueue=3&RowsPerPage=50&NewSearch=1

Ticket number:
/Search/Listing.html?ValueOfStatus=new&StatusOp=%3D&QueueOp=%3D&ValueOfQueue=3&RowsPerPage=50&NewSearch=1

Dean


From map at eecs.berkeley.edu  Tue Apr 15 17:48:58 2003
From: map at eecs.berkeley.edu (Mike Patterson)
Date: Tue, 15 Apr 2003 14:48:58 -0700
Subject: [rt-users] Reply->Comment->Cc: issue
In-Reply-To: <20030415204503.6701.34984.Mailman@pallas.eruditorum.org>
References: <20030415204503.6701.34984.Mailman@pallas.eruditorum.org>
Message-ID: <3E9C7E4A.3020804@eecs.berkeley.edu>

There appears to be a bug in the RT 2.0.15 version of WebRT. 
If using WebRT and you select "Reply" to a particular message,
then change the drop down to "Comment" and Cc: someone, the Cc: will see 
it as a regular reply, not a comment.

Is there a fix for this?  Or do I have to upgrade to RT 3.0?

Thank you very much.





From jon at clickalyzer.com  Tue Apr 15 17:55:03 2003
From: jon at clickalyzer.com (Jonathan Mischo)
Date: Tue, 15 Apr 2003 16:55:03 -0500
Subject: [rt-users] Weird search bug...
References:  <077601c30397$11d40b00$6545e00a@geniusleaf.com> <20030415143633.A14896@shaitan.lightconsulting.com>
Message-ID: <078901c30399$ac34ffe0$6545e00a@geniusleaf.com>

> On Tue, Apr 15, 2003 at 04:36:25PM -0500, Jonathan Mischo developed
> a new theory of relativity and:
> > Well, Jesse...I guess we just replicated it on another host...I'm gonna
> > search the archives to see if I can find the problem...if that fails, I
> > guess we're bughunting?
> >
> > -Jon
>
> We replicated it here too.  This happened to us not only on 3.0.1, but
> 3.0.0 as well.  The error only occurs when you click on the queue
> but not on the number of tickets.
>
> Queue:
>
/Search/Listing.html?ValueOfStatus=open&ValueOfStatus=new&StatusOp=%3D&Queue
Op=%3D&ValueOfQueue=3&RowsPerPage=50&NewSearch=1
>
> Ticket number:
>
/Search/Listing.html?ValueOfStatus=new&StatusOp=%3D&QueueOp=%3D&ValueOfQueue
=3&RowsPerPage=50&NewSearch=1
>
> Dean

Interesting...I didn't experience this on 3.0.0.  Please tell us your
versions for the following:

RT
database type and version
SearchBuilder
Mason
CGI.pm
apache
perl

I'm going to take a shot in the dark and say you're running pgsql and it's
7.3.2.  Just a random guess...I think this is in the pgsql compat code
somewhere, but I could definitely be wrong.

Thanks,
-Jon



From jon at clickalyzer.com  Tue Apr 15 17:56:50 2003
From: jon at clickalyzer.com (Jonathan Mischo)
Date: Tue, 15 Apr 2003 16:56:50 -0500
Subject: [rt-users] A new permissions bug
References: <05cb01c30304$06370f10$6545e00a@geniusleaf.com> <20030415041216.GL4018@fsck.com> <062501c30318$5e75c220$6545e00a@geniusleaf.com> <20030415151004.GP4018@fsck.com> <071601c3038b$4ccd5b50$6545e00a@geniusleaf.com> <20030415202808.GZ4018@fsck.com>
Message-ID: <078a01c30399$ebca01f0$6545e00a@geniusleaf.com>

Jesse-

It would appear, from the list, that this was never actually solved.  This
was what you said at the end of that thread:
I'm hesitant to touch this issue right now, as a couple of _big_ search
changes will be landing before the beta.I suspect that something you did
(after Nov 29th) resolved the issue, and now it's broken again.  Here's what
I think is happening here:

I think certain Arrays (arrays of rights and arrays of statuses, etc) are
not being properly expanded for pgsql 7.3.2.  This might be something in
SearchBuilder, but I highly suspect it's not, since it broke in 3.0.1pre1 or
pre2 (I don't recall whether I actually installed pre1).  This would explain
the sudden behavior, since these problems weren't in 3.0.0.

[UPDATE: just got confirmation from the list that someone found this in
3.0.0, too...I didn't experience it in 3.0.0, but it appears to have been
masked by something else.]

Perhaps this IS a SearchBuilder thing?  I'm waiting to hear some version
numbers from the two other users who have replicated this.

-Jon
----- Original Message -----
From: "Jesse Vincent" 
To: "Jonathan Mischo" 
Cc: 
Sent: Tuesday, April 15, 2003 3:28 PM
Subject: Re: [rt-users] A new permissions bug


>
>
> On Tue, Apr 15, 2003 at 03:12:09PM -0500, Jonathan Mischo wrote:
> > > > If I have a user named "foo" and a group named "bar" and try to
assign
> > > > either of them "ShowTicket" and "ShowTicketComments" simultaneously,
I
> > get a
> > > > single "Invalid right" message.  If I try to assign either of them
> > > > "ShowTicket" or "ShowTicketComments" individually (i.e. set one per
> > POST), I
> > > > can assign both with no problem.
> > > >
> > > > Queues are still giving me that problem that you said you saw in old
> > > > versions of Mason, but I'm running 1.19.
> > >
> > >
> > > These two are actually the exact same bug, I believe. Is your CGI.pm
up
> > > to date?
> >
> > Yup...I'm running 2.91, which is the latest on CPAN.  I also tried with
> > 2.88...same problems.  Still the Invalid right bug, still the queues
that
> > don't appear, and still the global templates that refuse to delete.
> >
> > What else should I check?
>
> I'm not really sure, off the top of my head. It may be worth going back
> to the archives for the ARRAY bug and seeing what we did to fix it. It
> may also be worth seeing if you can replicate it on another host
>
> -j
> > -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
>
> --
> http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From harrison at palisadesys.com  Tue Apr 15 18:01:52 2003
From: harrison at palisadesys.com (James L. Harrison)
Date: Tue, 15 Apr 2003 17:01:52 -0500
Subject: [rt-users] Weird search bug...
In-Reply-To: <078901c30399$ac34ffe0$6545e00a@geniusleaf.com>
Message-ID: 

Hi Again,

I don't recall if I tried that link under 3.0.0... I am almost sure I did...
I have mysql.

-Jamie

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jonathan Mischo
> Sent: Tuesday, April 15, 2003 4:55 PM
> To: Dean Kao
> Cc: Rt-Users (E-mail)
> Subject: Re: [rt-users] Weird search bug...
>
>
> > On Tue, Apr 15, 2003 at 04:36:25PM -0500, Jonathan Mischo developed
> > a new theory of relativity and:
> > > Well, Jesse...I guess we just replicated it on another
> host...I'm gonna
> > > search the archives to see if I can find the problem...if
> that fails, I
> > > guess we're bughunting?
> > >
> > > -Jon
> >
> > We replicated it here too.  This happened to us not only on 3.0.1, but
> > 3.0.0 as well.  The error only occurs when you click on the queue
> > but not on the number of tickets.
> >
> > Queue:
> >
> /Search/Listing.html?ValueOfStatus=open&ValueOfStatus=new&StatusOp
> =%3D&Queue
> Op=%3D&ValueOfQueue=3&RowsPerPage=50&NewSearch=1
> >
> > Ticket number:
> >
> /Search/Listing.html?ValueOfStatus=new&StatusOp=%3D&QueueOp=%3D&Va
> lueOfQueue
> =3&RowsPerPage=50&NewSearch=1
> >
> > Dean
>
> Interesting...I didn't experience this on 3.0.0.  Please tell us your
> versions for the following:
>
> RT
> database type and version
> SearchBuilder
> Mason
> CGI.pm
> apache
> perl
>
> I'm going to take a shot in the dark and say you're running pgsql and it's
> 7.3.2.  Just a random guess...I think this is in the pgsql compat code
> somewhere, but I could definitely be wrong.
>
> 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
>



From jon at clickalyzer.com  Tue Apr 15 18:09:12 2003
From: jon at clickalyzer.com (Jonathan Mischo)
Date: Tue, 15 Apr 2003 17:09:12 -0500
Subject: [rt-users] Weird search bug...
References: 
Message-ID: <079e01c3039b$a64e0110$6545e00a@geniusleaf.com>

> Hi Again,
>
> I don't recall if I tried that link under 3.0.0... I am almost sure I
did...
> I have mysql.
>
> -Jamie

Jaime-

Could you check on the other version listed below, please?

Thanks,
-Jon

> > Interesting...I didn't experience this on 3.0.0.  Please tell us your
> > versions for the following:
> >
> > RT
> > database type and version
> > SearchBuilder
> > Mason
> > CGI.pm
> > apache
> > perl



From ajharrison at gwi.net  Tue Apr 15 18:15:06 2003
From: ajharrison at gwi.net (Andy Harrison)
Date: Tue, 15 Apr 2003 18:15:06 -0400 (EDT)
Subject: [rt-users] admin assignment
Message-ID: 

-----BEGIN PGP SIGNED MESSAGE-----

How do I give myself admin privileges manually?

I'm using external auth, and I'd like to make it so that when I log in I have
full privs.


~~ 
Andy Harrison
Great Works Internet
System Operations
(full headers for details)

-----BEGIN PGP SIGNATURE-----
Version: PGP 6.5.8

iQCVAwUBPpyEaFPEkLgodAWVAQFwhQQAkBj5VsQLbrk4lJ/bOCEX25m6aX6YCDr6
nto6ja8XsukAz2dUeT6/dQoT0MQHjWhXzWQcl2b4VhWaKBFXEYeGkfs9gdo4Vo4f
sCofAMagDmOwx4CM0uI5BU9MvNEPqqk8u7iSH+/w8tBFZrn+Iv3Scd8CqUWj1sTM
AqblxCjbGhc=
=4bwl
-----END PGP SIGNATURE-----


From jon at clickalyzer.com  Tue Apr 15 18:24:09 2003
From: jon at clickalyzer.com (Jonathan Mischo)
Date: Tue, 15 Apr 2003 17:24:09 -0500
Subject: [rt-users] admin assignment
References: 
Message-ID: <07e601c3039d$bcc45c80$6545e00a@geniusleaf.com>

Grant yourself SuperUser right under configuration->global->user rights

----- Original Message -----
From: "Andy Harrison" 
To: 
Sent: Tuesday, April 15, 2003 5:15 PM
Subject: [rt-users] admin assignment


> -----BEGIN PGP SIGNED MESSAGE-----
>
> How do I give myself admin privileges manually?
>
> I'm using external auth, and I'd like to make it so that when I log in I
have
> full privs.
>
>
> ~~
> Andy Harrison
> Great Works Internet
> System Operations
> (full headers for details)
>
> -----BEGIN PGP SIGNATURE-----
> Version: PGP 6.5.8
>
> iQCVAwUBPpyEaFPEkLgodAWVAQFwhQQAkBj5VsQLbrk4lJ/bOCEX25m6aX6YCDr6
> nto6ja8XsukAz2dUeT6/dQoT0MQHjWhXzWQcl2b4VhWaKBFXEYeGkfs9gdo4Vo4f
> sCofAMagDmOwx4CM0uI5BU9MvNEPqqk8u7iSH+/w8tBFZrn+Iv3Scd8CqUWj1sTM
> AqblxCjbGhc=
> =4bwl
> -----END PGP SIGNATURE-----
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From jesse at bestpractical.com  Tue Apr 15 18:22:24 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 15 Apr 2003 18:22:24 -0400
Subject: [rt-users] Re: [rt-devel] [rt-announce] RT 3.0.1 is now available
In-Reply-To: <20030415220010.GF61306@nexus.ninth-circle.org>
References: <20030415160144.GW4018@fsck.com> <20030415220010.GF61306@nexus.ninth-circle.org>
Message-ID: <20030415222224.GA4018@fsck.com>

Ok. It looks lik a couple issues crept into the 3.0.1 release.

My flight to the UK is about to board, but I'll see about getting a
point release out once I find network in the UK on wednesday.





Jesse Vincent




On Wed, Apr 16, 2003 at 12:00:10AM +0200, Jeroen Ruigrok/asmodai wrote:
> -On [20030415 18:34], Jesse Vincent (jesse at bestpractical.com) wrote:
> >
> >RT 3.0.1 is primarily a bug-fix release. A number of issues have been
> >corrected, primarily several UTF-8 related issues, as well as an issue
> >that could cause corruption of binary attachments.
> 
> Using up to date perl modules, except SearchBuilder, since I need to
> benchmark the old one first (0.80 though), and a compliant Storable
> (current one won't build), I get this under perl 5.8.0:
> 
> [Tue Apr 15 23:57:05 2003] [warn] FastCGI: server
> "/usr/local/rt/bin/mason_handler.fcgi" restarted (pid 57896)
> Insecure dependency in require while running setgid at
> /usr/local/rt3/lib/RT/I18N.pm line 82.
> Compilation failed in require at /usr/local/rt/bin/mason_handler.fcgi
> line 28.
> [Tue Apr 15 23:57:08 2003] [warn] FastCGI: server
> "/usr/local/rt/bin/mason_handler.fcgi" (pid 57896) terminated by calling
> exit with status '255'
> 
>      78 sub Init {
>      79     # Load language-specific functions
>      80     foreach my $language ( glob(substr(__FILE__, 0, -3) . "/*.pm")) {
>      81         if ($language =~ /\b([-\w.\/\\]+)$/) {
>      82             require $language;
>      83         }
> 
> Hope this helps,
> 
> -- 
> Jeroen Ruigrok van der Werven  / asmodai / a capoeirista
> PGP fingerprint: 2D92 980E 45FE 2C28 9DB7  9D88 97E6 839B 2EAC 625B
> http://www.tendra.org/   | http://www.in-nomine.org/~asmodai/diary/
> Only the wisest and the stupidest of men never change...

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


From nouveaux at lightconsulting.com  Tue Apr 15 18:49:38 2003
From: nouveaux at lightconsulting.com (Dean Kao)
Date: Tue, 15 Apr 2003 15:49:38 -0700
Subject: [rt-users] Weird search bug...
In-Reply-To: <078901c30399$ac34ffe0$6545e00a@geniusleaf.com>; from jon@clickalyzer.com on Tue, Apr 15, 2003 at 04:55:03PM -0500
References:  <077601c30397$11d40b00$6545e00a@geniusleaf.com> <20030415143633.A14896@shaitan.lightconsulting.com> <078901c30399$ac34ffe0$6545e00a@geniusleaf.com>
Message-ID: <20030415154938.A32188@shaitan.lightconsulting.com>

> 
> Interesting...I didn't experience this on 3.0.0.  Please tell us your
> versions for the following:
> 

I take that back.  My first 3.0 was 3.0.1pre2, so I've been running
3.0.1 basically.

Dean


From jcrocker at arsenaldigital.com  Tue Apr 15 22:32:03 2003
From: jcrocker at arsenaldigital.com (Jason Crocker)
Date: Tue, 15 Apr 2003 22:32:03 -0400
Subject: [rt-users] (no subject)
Message-ID: 

Hi everyone!

Is there an easy way to generate a bunch of blank tickets without sending a
ton of emails to RT? I need to start the ticket numbers at 8500, is there an
easier way than create "filler" tickets????

Thanks!

Jason Crocker
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From pdh at bestpractical.com  Tue Apr 15 22:32:43 2003
From: pdh at bestpractical.com (Phil Homewood)
Date: Wed, 16 Apr 2003 12:32:43 +1000
Subject: [rt-users] RT3 / Email Gateway Problems
In-Reply-To: <1678A60022973E4E936ABA52D4D86A6126B29A@martsex.microarts.microarts.com.au>
References: <1678A60022973E4E936ABA52D4D86A6126B29A@martsex.microarts.microarts.com.au>
Message-ID: <20030416023243.GC492@luggage.internal.moreton.com.au>

Michael T. Cheshire wrote:
> Apr 15 14:45:53 rt qmail: 1050383753.172663 delivery 99: deferral:
> RT_server_error._//The_RT_server_which_handled_your_email_d
> id_not_behave_as_expected._It/said://_#_BEGIN_LICENSE_BLOCK/_#_/_#_Copyr
> ight_(c)_1996-2003_Jesse_Vincent_

You haven't configured the web server. The mailgate requires that
you do so.
-- 
?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From nouveaux at lightconsulting.com  Tue Apr 15 22:54:38 2003
From: nouveaux at lightconsulting.com (Dean Kao)
Date: Tue, 15 Apr 2003 19:54:38 -0700
Subject: [rt-users] rt3 Error while initialise-database
In-Reply-To: <6471.1048973702@www48.gmx.net>; from agnatoforia@gmx.de on Sat, Mar 29, 2003 at 10:35:02PM +0100
References: <6471.1048973702@www48.gmx.net>
Message-ID: <20030415195437.A5721@shaitan.lightconsulting.com>

> Checking for existing system user...not found. This appears to be a new
> installation.
> Creating system user...Can't locate object method "begin_work" via package
> "DBI::db" (perhaps you forgot to load "DBI::db"?) at
> /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 497,  line 416.
> 

This is a bit old but just for the archives.
I ran into similar problems and basically had to update to
the newest DBI.  The script located my old DBI that worked
with RT2 but the DBI is not compatible with the 
database-initlization.

Remember to also reinstall DBD::MySQL after you install
DBI.

Dean 


From michael.cheshire at microarts.com.au  Tue Apr 15 23:18:02 2003
From: michael.cheshire at microarts.com.au (Michael T. Cheshire)
Date: Wed, 16 Apr 2003 12:48:02 +0930
Subject: [rt-users] RT3 / Email Gateway Problems
Message-ID: <1678A60022973E4E936ABA52D4D86A61477FA2@martsex.microarts.microarts.com.au>

I have configured the web server as per the instructions in the RT3
documentation.

It works from the web fine..

Here is my config (I'm using Apache2/Modperl2).


    
    DirectoryIndex index.html index.php
    AllowOverride None
    
    RedirectMatch permanent (.*)/$
http://rt.mycompany.com.au$1/index.html

    ServerName rt.microarts.com.au
    DocumentRoot /opt/rt3/share/html
    AddDefaultCharset UTF-8
    # this line applies to Apache2+mod_perl2 only
    PerlModule Apache2 Apache::compat
    PerlModule Apache::DBI
    PerlRequire /opt/rt3/bin/webmux.pl
    DirectoryIndex index.html
    
       SetHandler perl-script
       PerlHandler RT::Mason
    


Any suggestions?

M.

-----Original Message-----
From: Phil Homewood [mailto:pdh at bestpractical.com] 
Sent: Wednesday, 16 April 2003 12:03 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] RT3 / Email Gateway Problems


Michael T. Cheshire wrote:
> Apr 15 14:45:53 rt qmail: 1050383753.172663 delivery 99: deferral: 
> RT_server_error._//The_RT_server_which_handled_your_email_d
> id_not_behave_as_expected._It/said://_#_BEGIN_LICENSE_BLOCK/_#_/_#_Cop
> yr
> ight_(c)_1996-2003_Jesse_Vincent_

You haven't configured the web server. The mailgate requires that you do
so.
-- 
>|< http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users

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


From jaq at spacepants.org  Wed Apr 16 00:50:31 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Wed, 16 Apr 2003 14:50:31 +1000
Subject: [rt-users] RT3 / Email Gateway Problems
In-Reply-To: <1678A60022973E4E936ABA52D4D86A61477FA2@martsex.microarts.microarts.com.au>
References: <1678A60022973E4E936ABA52D4D86A61477FA2@martsex.microarts.microarts.com.au>
Message-ID: <20030416045031.GB24093@spacepants.org>

This one time, at band camp, Michael T. Cheshire wrote:
>I have configured the web server as per the instructions in the RT3
>documentation.
>
>It works from the web fine..
>
>Here is my config (I'm using Apache2/Modperl2).

http://lists.fsck.com/pipermail/rt-users/2003-April/013169.html

-- 
jaq at spacepants.org                           http://spacepants.org/jaq.gpg


From michael.cheshire at microarts.com.au  Wed Apr 16 01:08:25 2003
From: michael.cheshire at microarts.com.au (Michael T. Cheshire)
Date: Wed, 16 Apr 2003 14:38:25 +0930
Subject: [rt-users] RT3 / Email Gateway Problems
Message-ID: <1678A60022973E4E936ABA52D4D86A6126B2AF@martsex.microarts.microarts.com.au>

Thankyou :)

Now works OK. I was wondering if it was to do with the web server
config!

M.

-----Original Message-----
From: Jamie Wilkinson [mailto:jaq at spacepants.org] 
Sent: Wednesday, 16 April 2003 2:21 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] RT3 / Email Gateway Problems


This one time, at band camp, Michael T. Cheshire wrote:
>I have configured the web server as per the instructions in the RT3 
>documentation.
>
>It works from the web fine..
>
>Here is my config (I'm using Apache2/Modperl2).

http://lists.fsck.com/pipermail/rt-users/2003-April/013169.html

-- 
jaq at spacepants.org
http://spacepants.org/jaq.gpg
_______________________________________________
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 jornh at is.co.za  Wed Apr 16 02:25:56 2003
From: jornh at is.co.za (Jorn Hass)
Date: Wed, 16 Apr 2003 08:25:56 +0200
Subject: [rt-users] Weird search bug...
Message-ID: 

-> Queue:
-> /Search/Listing.html?ValueOfStatus=open&ValueOfStatus=new&StatusOp=%3D&Qu
-> eueOp=%3D&ValueOfQueue=3&RowsPerPage=50&NewSearch=1
-> 
-> Ticket number:
-> /Search/Listing.html?ValueOfStatus=new&StatusOp=%3D&QueueOp=%3D&ValueOfQu
-> eue=3&RowsPerPage=50&NewSearch=1

Well, offhand, I can see that the first line has ValueStatus=open AND
ValueStatus=new, whereas the bottom one is ValueStatus=new only...
Obviously the double value seems to cause confusion somewhere, which returns
a pointer to an array, rather than the array itself. (Hence the HASHxxxx
thingy) And that's about where my perl knowledge dries out...


Regards, J?rn Hass
Senior Systems Engineer, Infrastructure.
Internet Solutions
Tel:		+27 (11) 575 1000
Fax:		+27 (11) 388 3362
E-mail:		jorn.hass at is.co.za
WWW:		http://www.is.co.za
 

-> -----Original Message-----
-> From: Dean Kao [mailto:nouveaux at lightconsulting.com]
-> Sent: 15 April 2003 23:37 PM
-> To: Jonathan Mischo
-> Cc: Rt-Users (E-mail)
-> Subject: Re: [rt-users] Weird search bug...
-> 
-> On Tue, Apr 15, 2003 at 04:36:25PM -0500, Jonathan Mischo developed
-> a new theory of relativity and:
-> > Well, Jesse...I guess we just replicated it on another host...I'm gonna
-> > search the archives to see if I can find the problem...if that fails, I
-> > guess we're bughunting?
-> >
-> > -Jon
-> 
-> We replicated it here too.  This happened to us not only on 3.0.1, but
-> 3.0.0 as well.  The error only occurs when you click on the queue
-> but not on the number of tickets.
-> 
-> Queue:
-> /Search/Listing.html?ValueOfStatus=open&ValueOfStatus=new&StatusOp=%3D&Qu
-> eueOp=%3D&ValueOfQueue=3&RowsPerPage=50&NewSearch=1
-> 
-> Ticket number:
-> /Search/Listing.html?ValueOfStatus=new&StatusOp=%3D&QueueOp=%3D&ValueOfQu
-> eue=3&RowsPerPage=50&NewSearch=1
-> 
-> Dean
-> _______________________________________________
-> rt-users mailing list
-> rt-users at lists.fsck.com
-> http://lists.fsck.com/mailman/listinfo/rt-users
-> 
-> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm




"This e-mail may contain confidential information and may be legally
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you are not the intended recipient, you are notified that you may not use,
distribute or copy this document in any manner whatsoever. Kindly also
notify the sender immediately by telephone, and delete the e-mail. When
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accessing of any files attached to this e-mail." 


From pape-rt at inf.fu-berlin.de  Wed Apr 16 03:52:53 2003
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Wed, 16 Apr 2003 09:52:53 +0200
Subject: [rt-users] FW: [rt-devel] Importing a scrip to RT3...
In-Reply-To: 
References: 
Message-ID: <2147483647.1050486773@[10.0.255.35]>

Hello James,

--Am Montag, 14. April 2003 13:57 Uhr -0500 schrieb "James L. Harrison" 
:

> Anyone have any ideas here?

I solved this by commenting out use RT::Handle, which semms to be not 
essential in the insertcondition script.

regards,
Dirk.


From lvi at oleane.net  Wed Apr 16 04:14:27 2003
From: lvi at oleane.net (=?ISO-8859-1?Q?Luc_Violat=E9?=)
Date: Wed, 16 Apr 2003 10:14:27 +0200
Subject: [rt-users] Apache::DBI module installation fails.
In-Reply-To: 
References: 
Message-ID: <3E9D10E3.5070009@oleane.net>

Hello Camron,

I got to the same problem (exact same output to make test), and I
couldn't got Apache::DBI 0.91 to work.
I've even recompiled modperl with the appropriate option but it didn't
worked.

(from man Apache::DBI

PREREQUISITES
        Note that this module needs mod_perl-1.08 or higher,
apache_1.3.0 or higher and that mod_perl needs to be configured with the
appropriate call-back hooks:

          PERL_CHILD_INIT=1 PERL_STACKED_HANDLERS=1.
)

I've tried to install an older version of Apache::DBI (0.88), which was
ok, but then when I used RT, it was leaving all the mysql connection
open until I got an apache internal process error.

I would say it is something on which Apache::DBI rely that is not working.

As I couldn't find any solution, I've switched back to RT2

Good luck

           Luc


here is some verbose for the make test:

> make test
PERL_DL_NONLAZY=1 /usr/bin/perl -Iblib/arch -Iblib/lib
-I/usr/lib/perl/5.6.1 -I/usr/share/perl/5.6.1 -e 'use Test::Harness
qw(&runtests $verbose); $verbose=1; runtests @ARGV;' t/*.t
t/10mysql....1..7
ok 1 - use Apache::DBI;
ok 2 - DBD::mysql loaded
28402 Apache::DBI             need ping: yes
28402 Apache::DBI             new connect to
'testAutoCommit=1PrintError=1RaiseError=1'
not ok 3 - Connected 1
#     Failed test (t/10mysql.t at line 23)
28402 Apache::DBI             need ping: no
28402 Apache::DBI             already connected to
'testAutoCommit=1PrintError=1RaiseError=1'
not ok 4 - Connected 2
#     Failed test (t/10mysql.t at line 26)
ok 5 - got the same connection both times
28402 Apache::DBI             need ping: no
28402 Apache::DBI             already connected to
'testAutoCommit=1PrintError=1RaiseError=1'
not ok 6 - Connected 3
#     Failed test (t/10mysql.t at line 31)
not ok 7 - got different connection from different attributes
#     Failed test (t/10mysql.t at line 33)
#     'ne'
#
#     undef
# Looks like you failed 4 tests of 7.
dubious
         Test returned status 4 (wstat 1024, 0x400)
DIED. FAILED tests 3-4, 6-7
         Failed 4/7 tests, 42.86% okay
Failed Test Stat Wstat Total Fail  Failed  List of Failed
-------------------------------------------------------------------------------
t/10mysql.t    4  1024     7    4  57.14%  3-4 6-7
Failed 1/1 test scripts, 0.00% okay. 4/7 subtests failed, 42.86% okay.
make: *** [test_dynamic] Error 2

Camron W. Fox wrote:
> Alle,
> 
> 	When I ran perl
> sbin/rt-test-dependencies --with-mysql --with-modperl1 --install, everything
> worked properly except the Apache::DBI installation. perl
> sbin/rt-test-dependencies --with-mysql --with-modperl1 shows:
> 
> 
> ...
> MODPERL1 dependencies:
> 	CGI ...found
> 	Apache::Request ...found
> 	Apache::DBI ...MISSING
> ...
> 
> 	But a double check of installed modules shows:
> 
> [root at hilo rt-3-0-0]# /usr/local/bin/check_perl_mods | grep Apache::DBI
> Apache::DBI -- 0.88
> [root at hilo rt-3-0-0]#
> 
> 	CPAN tries to install the current Apache-DBI-0.91 but I get the following
> error:
> 
> 
> ...
> Running make test
> PERL_DL_NONLAZY=1
> /usr/bin/perl -Iblib/arch -Iblib/lib -I/usr/lib/perl5/5.6.1/i386-linux -I/us
> r/lib/perl5/5.6.1 -e 'use Test::Harness qw(&runtests $verbose); $verbose=0;
> runtests @ARGV;' t/*.t
> t/10mysql....ok 2/7#     Failed test (t/10mysql.t at line 23)
> #     Failed test (t/10mysql.t at line 26)
> t/10mysql....ok 5/7#     Failed test (t/10mysql.t at line 31)
> #     Failed test (t/10mysql.t at line 33)
> #     'ne'
> #
> #     undef
> # Looks like you failed 4 tests of 7.
> t/10mysql....dubious
> 	Test returned status 4 (wstat 1024, 0x400)
> DIED. FAILED tests 3-4, 6-7
> 	Failed 4/7 tests, 42.86% okay
> Failed Test Stat Wstat Total Fail  Failed  List of Failed
> ----------------------------------------------------------------------------
> ---
> t/10mysql.t    4  1024     7    4  57.14%  3-4 6-7
> Failed 1/1 test scripts, 0.00% okay. 4/7 subtests failed, 42.86% okay.
> make: *** [test_dynamic] Error 2
>   /usr/bin/make test -- NOT OK
> Running make install
>   make test had returned bad status, won't install without force
> ...
> 
> 	I have also tried doing it by hand with no joy. Can anyone offer some
> advice?
> 
> Best Regards,
> Camron
> 
> Camron W. Fox
> Hilo Office
> High Performance Computing Group
> Fujitsu America, INC.
> E-mail:		cwfox at fujitsu.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 pape-rt at inf.fu-berlin.de  Wed Apr 16 04:19:52 2003
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Wed, 16 Apr 2003 10:19:52 +0200
Subject: [rt-users] Feature request: disable global scrip in a queue
Message-ID: <2147483647.1050488392@[10.0.255.35]>

Hello,

I would like to be able to disable a global scrip in a single queue.
We have configured a queue for informations which shall go to all Watchers.

If a ticket is created or moved to this queue it is autoresolved by a scrip 
action and archived for future reference. But since it is only information 
and no real request we do not want the requestor (hence information 
provider) to be automatically notified that his request is resolved.

I see that I can leave all informational tickets open for a workaround, but 
there might be mor scenarios well supported by disabling scrip for single 
queues.

Regards, Dirk.


From pape-rt at inf.fu-berlin.de  Wed Apr 16 04:22:01 2003
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Wed, 16 Apr 2003 10:22:01 +0200
Subject: [rt-users] RT3 bug: Sort links fail on ticket view
Message-ID: <2147483647.1050488521@[10.0.255.35]>

I am used to sort the tickets in a ticket view by clicking on the column 
header. That does not work any more in RT3. Is this a bug or a 
configuration issue?

Regards,
Dirk.


From scoutts.work at btinternet.com  Wed Apr 16 04:31:20 2003
From: scoutts.work at btinternet.com (Steven Coutts)
Date: Wed, 16 Apr 2003 09:31:20 +0100
Subject: [rt-users] Upgrading from RT2
Message-ID: 

I am currently using rt2.

I want to upgrade to rt3, what is the best way to upgrade my current setup?

Is it as easy as 'make upgrade'? Will that upgrade my database as well?

Regards




From scoutts.work at btinternet.com  Wed Apr 16 06:55:17 2003
From: scoutts.work at btinternet.com (Steven Coutts)
Date: Wed, 16 Apr 2003 11:55:17 +0100
Subject: [rt-users] Changing owner
Message-ID: 

I used some contrib code for rt2 to notify ticket owners when tickets had
been given or stolen from them.

Can this be done in rt3 the same way?

Regards



From js138 at eng.cam.ac.uk  Wed Apr 16 07:11:14 2003
From: js138 at eng.cam.ac.uk (J. Sloan)
Date: Wed, 16 Apr 2003 12:11:14 +0100 (BST)
Subject: [rt-users] rt2->rt3 migration.
Message-ID: 

rt2-to-rt3 v 1.8

I did some investigation as to why it appears my queue watchers were not
being transposed by the migration script.

If I replace:

        $queue_obj->AddWatcher($watcher);

with

        $queue_obj->AddWatcher(%$watcher);

then watchers appear as I might hope.

I'm perplexed that no-one else seems to have run into this one though
(that I could see from a scan of the archives).  Am I the only one who
cares about queue watchers?

John



From ajharrison at gwi.net  Wed Apr 16 08:24:56 2003
From: ajharrison at gwi.net (Andy Harrison)
Date: Wed, 16 Apr 2003 08:24:56 -0400 (EDT)
Subject: [rt-users] admin assignment
In-Reply-To: <07e601c3039d$bcc45c80$6545e00a@geniusleaf.com>
Message-ID: 

-----BEGIN PGP SIGNED MESSAGE-----


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
On 15-Apr-2003, Jonathan Mischo wrote message "Re: [rt-users] admin assignment"
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
> Grant yourself SuperUser right under configuration->global->user rights

A non-SuperUser can't do this...  

I'd like to know how to change it right in the database.

~~ 
Andy Harrison
Great Works Internet
System Operations
(full headers for details)

-----BEGIN PGP SIGNATURE-----
Version: PGP 6.5.8

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pMO7w3jpoe8GfMzU0CySwkPC6EGmL6Zc3eFPUHn7+3qc/d6T7IUvxTx77aJeaWY7
6g4J0kW06gYmiZDlhywfX/lr6kGEi27O51NFhe1TJl7YYSIbyZ/fWl0/p7lxthKg
Qt/5l+HQpmM=
=N+8G
-----END PGP SIGNATURE-----


From katty at demos.su  Wed Apr 16 11:03:02 2003
From: katty at demos.su (Ekaterina Kochetkova)
Date: Wed, 16 Apr 2003 19:03:02 +0400
Subject: [rt-users] rt 3.0 - problem with mailgate
Message-ID: <20030416150302.GA67639@sinbin.demos.su>

This is the mail log of test message.

Apr 14 16:38:20 pt-8 postfix/local[17166]: 17406FD10: to=, relay=local, delay=1, status=bounced (Command died with status 1: "/opt/rt/bin/rt-mailgate --queue rt-test-1 --action correspond --url https:///")

Why did it die (with status 1 :) ? 

--
katty


From peterb at ucar.edu  Wed Apr 16 11:24:35 2003
From: peterb at ucar.edu (Peter Burkholder)
Date: Wed, 16 Apr 2003 09:24:35 -0600
Subject: [rt-users] Scrips debugging (onOwnerChange, onCorrespond)
Message-ID: <20030416092435.C21650@ucar.edu>

I have a queue to which I've added two scrips:

1) 
OnOwnerChangeNotifyAdCCs
On Owner Change Notify AdminCcs as Comment with template Transaction

2)
OnResolveNotifyAdCcsAsComment
On Resolve Notify AdminCcs as Comment with template Resolved

The second works fine and I see the log entries in syslog as I expect to.
The first does not work and I don't see any log entries so I don't know how
to debug it.    Any suggestions?  I'd promised that Scrip to my staff so
that they would know when a new ticket has been taken, and I don't want to
roll RT into production until that works.

I've noticed that not all scrips leave an trail in the logs.  The global "On
Correspond Open Ticket with Template Blank" scrip appears to work although
there's no log entry for it.  Is there a patch or configuration setting that
would consistently log scrip actions?

Thanks,

Peter
--
Peter Burkholder, System Administrator
Digital Library for Earth System Education (DLESE -- http://www.dlese.org)
peterb at ucar.edu
DLESE Program Center (DPC)                             ~~~  ~~  ~~~~   __o
UCAR/DPC, P.O. Box 3000       Ph) 303-497-2663       ~~~  ~~~~ ~~    _`\<,_
Boulder, CO 80307-3000        Fx) 303-497-8336  ~~~~ ~~~   ~~~~     (*)/ (*)


From mglover at chem.ufl.edu  Wed Apr 16 12:07:39 2003
From: mglover at chem.ufl.edu (Matt Glover)
Date: Wed, 16 Apr 2003 12:07:39 -0400
Subject: [rt-users] Problem with queues
Message-ID: 

Hi all,

I'm having a problem getting my queues to work properly.  I have rt-2-0-15
installed on a RH7.2 box, working correctly except for the queue problem.  I
can create new queues, and address email to the queues I create, but the
work request always winds up in the "general" queue.  I have edited the
aliases file like I'm supposed to, but it just won't go to the correct
queue.  Did I miss a step somewhere?  When I send a message this shows up in
my maillog:

	Apr 15 16:01:47 rt sendmail[2022]: h3FK1lx02022:
from=, size=297, class=0, nrcpts=1,
	msgid=,
proto=ESMTP, relay=matt at localhost
	Apr 15 16:01:52 rt sendmail[2026]: h3FK1qd02026: from=mail, size=1049,
class=-60, nrcpts=1,
	msgid=, relay=mail at localhost
	Apr 15 16:01:53 rt sendmail[2023]: h3FK1lx02022:
to="|/opt2/rt2/bin/rt-mailgate
	--que poster --action correspond", ctladdr= (8/0),
delay=00:00:06, xdelay=00:00:05,
	mailer=prog, pri=30040, dsn=2.0.0, stat=Sent
	Apr 15 16:01:53 rt sendmail[2029]: h3FK1qd02026: to=matt at rt.mydomain.com,
ctladdr=mail (8/12),
	delay=00:00:01, xdelay=00:00:01, mailer=local, pri=139049, dsn=2.0.0,
stat=Sent

My aliases file looks like so:

# RT setup
rt-comment: "|/opt/rt2/bin/rt-mailgate --que general --action comment"
rt: "|/opt/rt2/bin/rt-mailgate --que general --action correspond"

poster-comment: "|/opt/rt2/bin/rt-mailgate --que poster --action comment"
poster: "|/opt2/rt2/bin/rt-mailgate --que poster --action correspond"

I've read and re-read the RTFM, but I just can't find what I missed.  Any
help would be greatly appreciated!

	matt

==============================================
Matt Glover
UF Chemistry Dept IT Shop
352-392-7885
116D Leigh Hall



From hwagener at hamburg.fcb.com  Wed Apr 16 12:22:54 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Wed, 16 Apr 2003 18:22:54 +0200
Subject: [rt-users] rt 3.0 - problem with mailgate
In-Reply-To: <20030416150302.GA67639@sinbin.demos.su>
Message-ID: 

On Mittwoch, April 16, 2003, at 05:03  Uhr, Ekaterina Kochetkova wrote:

> This is the mail log of test message.
>
> Apr 14 16:38:20 pt-8 postfix/local[17166]: 17406FD10: to=, 
> relay=local, delay=1, status=bounced (Command died with status 1: 
> "/opt/rt/bin/rt-mailgate --queue rt-test-1 --action correspond --url 
> https:///")
>
> Why did it die (with status 1 :) ?

Did You install the necessary SSL modules to enable LWP to talk with an 
https host?

Regards,
     Harald

-- 
Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg



From shauwn at relay.boerde.de  Wed Apr 16 12:23:07 2003
From: shauwn at relay.boerde.de (Frank Reppin)
Date: Wed, 16 Apr 2003 18:23:07 +0200 (MEST)
Subject: [rt-users] Problem with queues
In-Reply-To: 
Message-ID: 

On Wed, 16 Apr 2003, Matt Glover wrote:

Hi,

[...]
> My aliases file looks like so:
>
> # RT setup
> rt-comment: "|/opt/rt2/bin/rt-mailgate --que general --action comment"
> rt: "|/opt/rt2/bin/rt-mailgate --que general --action correspond"
>
> poster-comment: "|/opt/rt2/bin/rt-mailgate --que poster --action comment"
> poster: "|/opt2/rt2/bin/rt-mailgate --que poster --action correspond"
>
> I've read and re-read the RTFM, but I just can't find what I missed.  Any
> help would be greatly appreciated!
>

try --queue instead of --que and rebuild your aliases.


best regards,

frank reppin




From mglover at chem.ufl.edu  Wed Apr 16 13:09:34 2003
From: mglover at chem.ufl.edu (Matt Glover)
Date: Wed, 16 Apr 2003 13:09:34 -0400
Subject: [rt-users] Problem with queues
In-Reply-To: 
Message-ID: 

~> -----Original Message-----
~> From: Frank Reppin [mailto:shauwn at relay.boerde.de]
~> Sent: Wednesday, April 16, 2003 12:23 PM
~> To: Matt Glover
~> Cc: rt-users at lists.fsck.com
~> Subject: Re: [rt-users] Problem with queues
~>
~>
~> On Wed, 16 Apr 2003, Matt Glover wrote:
~>
~> Hi,
~>
~> [...]
~> > My aliases file looks like so:
~> >
~> > # RT setup
~> > rt-comment: "|/opt/rt2/bin/rt-mailgate --que general --action comment"
~> > rt: "|/opt/rt2/bin/rt-mailgate --que general --action correspond"
~> >
~> > poster-comment: "|/opt/rt2/bin/rt-mailgate --que poster
~> --action comment"
~> > poster: "|/opt2/rt2/bin/rt-mailgate --que poster --action correspond"
~> >
~> > I've read and re-read the RTFM, but I just can't find what I
~> missed.  Any
~> > help would be greatly appreciated!
~> >
~>
~> try --queue instead of --que and rebuild your aliases.
~>

That did it!!!  I can't believe I missed something that simple.....guess I
just needed some fresh eyes to take a look.  Thanks again!

	matt



From ldriggers at fncinc.com  Wed Apr 16 13:15:06 2003
From: ldriggers at fncinc.com (Les Driggers)
Date: Wed, 16 Apr 2003 12:15:06 -0500
Subject: [rt-users] Asset tracking
Message-ID: <3E9D8F9A.5010802@fncinc.com>

Hi all,
    I've been browsing the archives and noticed several discussions
on asset tracking with RT. What is the current status? Has anyone
integrated this funcionality into RT? If not, are there any,
preferably GPL, asset tracking systems out there that can be glued
to RT?

Thanks in advance,
Les



From js138 at eng.cam.ac.uk  Wed Apr 16 14:01:41 2003
From: js138 at eng.cam.ac.uk (J. Sloan)
Date: Wed, 16 Apr 2003 19:01:41 +0100 (BST)
Subject: [rt-users] rt2->rt3 migration.
Message-ID: 

Hmm.

I have a number of transactions in my tickets which look like this in the
dumpfile:

                             {
                               'Type' => 'AddWatcher',
                               'Ticket' => '215',
                               'Created' => '2003-01-10 19:32:42',
                               'id' => '1000',
                               'NewValue' => 'Data error',
                               'Creator' => '1'
                             },

These are causing me grief.   I've tried modifying the dump upload script
to skip these transactions and also to rewrite NewValue to an existing
user email address.  However neither of these has worked.

The net effect is I get errors when trying to access the affected ticket
through RT3.

Anyone any parallel experience/advice?

Thanks.

John




From harrison at palisadesys.com  Wed Apr 16 14:50:57 2003
From: harrison at palisadesys.com (James L. Harrison)
Date: Wed, 16 Apr 2003 13:50:57 -0500
Subject: [rt-users] RTFM and NoAuth
Message-ID: 

Hello All,

I am trying to setup RTFM with NoAuth... Everything works great when you are
authenticated... but when trying via NoAuth i get the Overview page but
cannot see any classes.  I did create a user "RTFM Guest"

However the logs say:
RT: Couldn't load  from the users database.
(/opt/rt3/lib/RT/CurrentUser.pm:111)

How can I allow access via NoAuth.

-Jamie

---
James L. Harrison
harrison at palisadesys.com
Technical Support Engineer
Palisade Systems
515.296.0701



From cwfox at fujitsu.com  Wed Apr 16 17:23:29 2003
From: cwfox at fujitsu.com (Camron W. Fox)
Date: Wed, 16 Apr 2003 11:23:29 -1000
Subject: [rt-users] Updated Perl Modules for RT3 kills Apache
Message-ID: 

Alle,

	I'm running RHL7.3, Kernel 2.4.18-27.7.xsmp, apache-1.3.27-2,
mod_perl-1.26-5. I am also currently running RT2.0.13. I have just completed
using the rt-test-dependencies script to install/upgrade the perl modules
from CPAN for RT3.0.1. When I try to restart apache (no further RT3
installation steps have been done), I get the following error:

[root at hilo rt-3-0-1]# /etc/init.d/httpd start
Starting httpd: Variable "$m" is not imported at
/usr/local/rt2/bin/webmux.pl line 94.
[Wed Apr 16 10:58:14 2003] [error] Global symbol "$m" requires explicit
package name at /usr/local/rt2/bin/webmux.pl line 94.
Compilation failed in require at (eval 5) line 1.

Syntax error on line 1288 of /etc/httpd/conf/httpd.conf:
Global symbol "$m" requires explicit package name at
/usr/local/rt2/bin/webmux.pl line 94.
Compilation failed in require at (eval 5) line 1.

                                                           [FAILED]
[root at hilo rt-3-0-1]#

	Lines 93-95 of webmux.pl are:

	    sub CGIObject {
		$m->cgi_object();
	    }


	Line 1288 of hte httpd.conf file is:

PerlRequire /usr/local/rt2/bin/webmux.pl

	I thought these updates were not supposed to affect a previous RT2
installation. Has anyone else seen this? Any suggestions would be welcome.

Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu America, INC.
E-mail:		cwfox at fujitsu.com
Phone:		(808) 934-4102
Pager:		(808) 934-1290
Cell:			(808) 937-5026




From nouveaux at lightconsulting.com  Wed Apr 16 19:55:24 2003
From: nouveaux at lightconsulting.com (Dean Kao)
Date: Wed, 16 Apr 2003 16:55:24 -0700
Subject: [rt-users] Weird search bug...
In-Reply-To: <078901c30399$ac34ffe0$6545e00a@geniusleaf.com>; from jon@clickalyzer.com on Tue, Apr 15, 2003 at 04:55:03PM -0500
References:  <077601c30397$11d40b00$6545e00a@geniusleaf.com> <20030415143633.A14896@shaitan.lightconsulting.com> <078901c30399$ac34ffe0$6545e00a@geniusleaf.com>
Message-ID: <20030416165524.A81779@shaitan.lightconsulting.com>

Here's my current setup.  

RT 3.0.1
database type and version: Mysql 4.0.12
SearchBuilder 0.80
Mason 1.16
CGI.pm 1.75
apache 1.3.27
perl 5.6.1

Dean


From osimon at picturesafe.de  Thu Apr 17 01:16:56 2003
From: osimon at picturesafe.de (Oliver Simon)
Date: Thu, 17 Apr 2003 07:16:56 +0200
Subject: [rt-users] rt3 with oracle
Message-ID: <200304170716.56375.osimon@picturesafe.de>

Hi all ...

Has anyone of you experienced running rt3 on an oracle database ?
We had several problems getting rt2 running on oracle and gave then. Now we 
have the 2.0.15 on mysql.
While thinking about an update, the discussion to try it again with an oracle 
db came up again, but I found less information in the manual of rt3 than in 
rt2 ... !?
Has anyone of you experienced this ?

...olli




From osimon at picturesafe.de  Thu Apr 17 01:18:54 2003
From: osimon at picturesafe.de (Oliver Simon)
Date: Thu, 17 Apr 2003 07:18:54 +0200
Subject: [rt-users] rt3 with oracle
Message-ID: <200304170718.54465.osimon@picturesafe.de>

Hi all ...

Has anyone of you experienced running rt3 on an oracle database ?
We had several problems getting rt2 running on oracle and gave then. Now we
have the 2.0.15 on mysql.
While thinking about an update, the discussion to try it again with an oracle
db came up again, but I found less information in the manual of rt3 than in
rt2 ... !?
Has anyone of you experienced this ?

...olli


From B.Schofield at griffith.edu.au  Thu Apr 17 01:47:25 2003
From: B.Schofield at griffith.edu.au (Brook Schofield)
Date: Thu, 17 Apr 2003 15:47:25 +1000
Subject: [rt-users] rt3 with oracle
In-Reply-To: <200304170718.54465.osimon@picturesafe.de>
Message-ID: <5.1.1.6.0.20030417153808.01c93f80@kraken.itc.gu.edu.au>

At 07:18 AM 17/04/2003 +0200, Oliver Simon wrote:
>Has anyone of you experienced running rt3 on an oracle database ?
>We had several problems getting rt2 running on oracle and gave then. Now we
>have the 2.0.15 on mysql.
>While thinking about an update, the discussion to try it again with an oracle
>db came up again, but I found less information in the manual of rt3 than in
>rt2 ... !?
>Has anyone of you experienced this ?

Oliver,
         I'm working on RT on Oracle. At this point in time we have 
DBIx::SearchBuilder-0.81_04 working with it with little/no problems. The 
current issues that I am having are all RT specific - namely the data that 
is being passed to Oracle is violating the table spec for the Groups 
tables. Basically RT is passing me some information which ends up being 
undefined and as such the 'make initialize-database' process fails when 
creating the system user.

For some reason I haven't thought of changing the schema for that table and 
just trying to get the import working - but I'm making slow/steady progress 
hunting down the problem.

I'll be out of action for a fortnight but hope to continue plugging away at 
the RT/Oracle issue.

I've previously promised patches for the updated install process (and 
failed to deliver - as I'm slack at the moment - RT wise) which I'll 
attempt to package up RSN and email to the list before I disappear. Most of 
my communication is on the RT-DEVEL list thought - so you won't see it 
posted here.

-Brook

=========================================================================
=     _/_/_/ _/_/_/ _/_/_/ _/_/_/ _/  _/ Brook Schofield                =
=    _/  _/ _/  _/ _/  _/ _/  _/ _/ _/   B.Schofield at griffith.edu.au    =
=   _/_/   _/_/_/ _/  _/ _/  _/ _/_/     Ph: +61 7 387 53779 - WCN 0.28 =
=  _/  _/ _/ _/  _/  _/ _/  _/ _/ _/     Directory Services Integration =
= _/_/_/ _/  _/ _/_/_/ _/_/_/ _/  _/     Griffith University QLD 4111   =
=========================================================================



From pape-rt at inf.fu-berlin.de  Thu Apr 17 02:55:39 2003
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Thu, 17 Apr 2003 08:55:39 +0200
Subject: [rt-users] RT3 bug: Sort links fail on ticket view
In-Reply-To: <2147483647.1050488521@[10.0.255.35]>
References: <2147483647.1050488521@[10.0.255.35]>
Message-ID: <2147483647.1050569738@[10.0.255.35]>

Hello,

--Am Mittwoch, 16. April 2003 10:22 Uhr +0200 schrieb Dirk Pape 
:

> I am used to sort the tickets in a ticket view by clicking on the column
> header. That does not work any more in RT3. Is this a bug or a
> configuration issue?

Now it works. I dont know why, I just changed once one of the settings in 
the sort order panel on the bottom of the page, submitted, and after that 
all column header links word as expected.

Dirk.


From david.micheneau at in-fusio.com  Thu Apr 17 03:53:47 2003
From: david.micheneau at in-fusio.com (david micheneau)
Date: Thu, 17 Apr 2003 09:53:47 +0200
Subject: [rt-users] Email tickets ....
Message-ID: 

 
Hi, 
I'm running with RT3.0 and I want that anybody send an email to a specific
address, it's automatically add in RT.
 
So i've set the RT_SiteConfig.pm with this value:
 
"Set($SenderMustExistInExternalDatabase , 0);"
Set($LookupSenderInExternalDatabase, 0);
 
After i Stop & Start Apache and when i sent an email, I've an error message
appear in Apache log :
 
"RT could not load a valid user, and RT's configuration does not allow for
the creation of a new user for your email.
(/data/projekt/lib/RT/Interface/Email.pm:483)"
 
What's wrong in my conf ??
What must I do to authorize all mail in to beginning a tickets ?
 
 
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
David Micheneau
Sytem Administrator
Mobile: +33 (0) 662 909 828
e-mail:   david.micheneau at in-fusio.com
 
In-Fusio
Le Millenium
12, Quai de Queyries
33072 Bordeaux Cedex-France
Swithboard:+33 (0) 557 773 800
Fax:+33 (0) 556 400 548
  www.in-fusio.com
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
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From david.micheneau at in-fusio.com  Thu Apr 17 04:19:12 2003
From: david.micheneau at in-fusio.com (david micheneau)
Date: Thu, 17 Apr 2003 10:19:12 +0200
Subject: [rt-users] RE :2. Problem with queues (Matt Glover)
Message-ID: 

Your email option for rt-mailgate is --queue not --que .

Set your alias file.



--__--__--

Message: 2
From: "Matt Glover" 
To: 
Date: Wed, 16 Apr 2003 12:07:39 -0400
Subject: [rt-users] Problem with queues

Hi all,

I'm having a problem getting my queues to work properly.  I have rt-2-0-15
installed on a RH7.2 box, working correctly except for the queue problem.  I
can create new queues, and address email to the queues I create, but the
work request always winds up in the "general" queue.  I have edited the
aliases file like I'm supposed to, but it just won't go to the correct
queue.  Did I miss a step somewhere?  When I send a message this shows up in
my maillog:

	Apr 15 16:01:47 rt sendmail[2022]: h3FK1lx02022:
from=, size=297, class=0, nrcpts=1,
	msgid=,
proto=ESMTP, relay=matt at localhost
	Apr 15 16:01:52 rt sendmail[2026]: h3FK1qd02026: from=mail,
size=1049,
class=-60, nrcpts=1,
	msgid=, relay=mail at localhost
	Apr 15 16:01:53 rt sendmail[2023]: h3FK1lx02022:
to="|/opt2/rt2/bin/rt-mailgate
	--que poster --action correspond", ctladdr=
(8/0),
delay=00:00:06, xdelay=00:00:05,
	mailer=prog, pri=30040, dsn=2.0.0, stat=Sent
	Apr 15 16:01:53 rt sendmail[2029]: h3FK1qd02026:
to=matt at rt.mydomain.com,
ctladdr=mail (8/12),
	delay=00:00:01, xdelay=00:00:01, mailer=local, pri=139049,
dsn=2.0.0,
stat=Sent

My aliases file looks like so:

# RT setup
rt-comment: "|/opt/rt2/bin/rt-mailgate --que general --action comment"
rt: "|/opt/rt2/bin/rt-mailgate --que general --action correspond"

poster-comment: "|/opt/rt2/bin/rt-mailgate --que poster --action comment"
poster: "|/opt2/rt2/bin/rt-mailgate --que poster --action correspond"

I've read and re-read the RTFM, but I just can't find what I missed.  Any
help would be greatly appreciated!

	matt

==============================================
Matt Glover
UF Chemistry Dept IT Shop
352-392-7885
116D Leigh Hall





From hwagener at hamburg.fcb.com  Thu Apr 17 04:40:40 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 17 Apr 2003 10:40:40 +0200
Subject: [rt-users] Email tickets ....
In-Reply-To: 
Message-ID: <44C577BE-70B0-11D7-9A35-003065DC18B8@hamburg.fcb.com>

On Donnerstag, April 17, 2003, at 09:53  Uhr, david micheneau wrote:


> Hi,
>
> I'm running with RT3.0 and I want that anybody send an email to a 
> specific address, it's automatically add in RT.

In Configuration->Global->Group Rights, grant 'Everyone' The 
'CreateTickets' right.

Please see the archives for other recommended rights, posted by Jesse 
about two weeks ago.

Consider reading the draft manual as well, it's quite enlightening 
already.

Regards,
     Harald

-- 
Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg



From asmodai at wxs.nl  Thu Apr 17 06:44:16 2003
From: asmodai at wxs.nl (Jeroen Ruigrok/asmodai)
Date: Thu, 17 Apr 2003 12:44:16 +0200
Subject: [rt-users] Apache::DBI module installation fails.
In-Reply-To: 
References: 
Message-ID: <20030417104416.GP61306@nexus.ninth-circle.org>

-On [20030411 23:32], Camron W. Fox (cwfox at fujitsu.com) wrote:
>	When I ran perl
>sbin/rt-test-dependencies --with-mysql --with-modperl1 --install, everything
>worked properly except the Apache::DBI installation. perl
>sbin/rt-test-dependencies --with-mysql --with-modperl1 shows:

FWIW,

rt 3.0.x along the fastcgi path works wonderfully.

-- 
Jeroen Ruigrok van der Werven  / asmodai / a capoeirista
PGP fingerprint: 2D92 980E 45FE 2C28 9DB7  9D88 97E6 839B 2EAC 625B
http://www.tendra.org/   | http://www.in-nomine.org/~asmodai/diary/
Only the wisest and the stupidest of men never change...


From Colin.Brett at proquest.co.uk  Thu Apr 17 09:33:22 2003
From: Colin.Brett at proquest.co.uk (Brett, Colin)
Date: Thu, 17 Apr 2003 14:33:22 +0100
Subject: [rt-users] Slow response from RT when replying to a ticket
Message-ID: 

Hi,

I am a first-time poster to this list. I have been given the task of
installing and evaluating RT 3.0 as a possible help desk system on my site.
Our test bed system is a Sun Ultra-10, with 1Gb memory and running Solaris
7. Some necessary preamble follows:

I have installed according to the manual and things went smoothly apart from
a few failed test suites from some of the Perl modules required by RT (these
I fixed by hand). I downloaded the most recent Apache (1.3.27), mod_perl and
MySQL (3.23.56) versions. MySQL is configured with InnoDB support and I am
using the supplied my-huge.cnf configuration file. Startup of MySQL and
Apache work correctly. Initial configuration (creating queues, users in RT)
following the Install Guide at http://fsck.com/rtfm/article.html?id=2 was
similarly problem-free.

So far, so good.

As a test, I have emailed into the rtuser account from Outlook and the email
arrives quickly (I can see rt-mailgate processes in the ps listing) and a
ticket is created in the General queue. It is when I try to respond to or
close the ticket that I see the problem which is this:

Very often it takes over two (2) minutes after clicking "submit" for RT to
register the update to the call ticket. Sometimes it only takes a few
seconds. This happens in different browsers (IE6 on Windows 2000, Opera 6.12
Beta 1 for Solaris). The only error messages I can see are in the Apache
error_log file:

[Thu Apr 17 12:51:13 2003] [error]: Encoding error: Unsupported conversion:
Invalid argument at
/opt/perl-rt/proquest/lib/site_perl/5.6.1/Encode/compat/common.pm line 115.

Stack:
  [/opt/perl-rt/proquest/lib/site_perl/5.6.1/HTML/Mason/Request.pm:281]
  [/opt/perl-rt/proquest/lib/site_perl/5.6.1/Encode/compat/common.pm:115]
  [/opt/perl-rt/proquest/lib/site_perl/5.6.1/Encode/compat/common.pm:91]
  [/opt/rt3/lib/RT/I18N.pm:284]
  [/opt/rt3/lib/RT/EmailParser.pm:234]
  [/opt/rt3/lib/RT/EmailParser.pm:181]
  [/opt/rt3/lib/RT/Interface/Email.pm:398]
  [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:32]
  [/opt/rt3/share/html/autohandler:49]
 defaulting to ISO-8859-1 -> UTF-8 (/opt/rt3/lib/RT/I18N.pm:291)
[Thu Apr 17 12:51:13 2003] [crit]: Totally failed to convert to utf-8:
Unsupported conversion: Invalid argument at
/opt/perl-rt/proquest/lib/site_perl/5.6.1/Encode/compat/common.pm line 115.

Stack:
  [/opt/perl-rt/proquest/lib/site_perl/5.6.1/HTML/Mason/Request.pm:281]
  [/opt/perl-rt/proquest/lib/site_perl/5.6.1/Encode/compat/common.pm:115]
  [/opt/perl-rt/proquest/lib/site_perl/5.6.1/Encode/compat/common.pm:68]
  [/opt/rt3/lib/RT/I18N.pm:294]
  [/opt/rt3/lib/RT/EmailParser.pm:234]
  [/opt/rt3/lib/RT/EmailParser.pm:181]
  [/opt/rt3/lib/RT/Interface/Email.pm:398]
  [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:32]
  [/opt/rt3/share/html/autohandler:49]
 I give up (/opt/rt3/lib/RT/I18N.pm:298)

I am no Perl expert and am at a loss as to how to proceed. Are there any
ideas out there?

Thanks in advance,
Colin Brett, UNIX/Oracle Administrator.
ProQuest Information & Learning
Tel: +44 (0)1223 271371
Email: colin.brett at proquest.co.uk
"Been There. Done That."



From martin.schapendonk at whitehorses.nl  Thu Apr 17 09:45:23 2003
From: martin.schapendonk at whitehorses.nl (Martin Schapendonk)
Date: Thu, 17 Apr 2003 15:45:23 +0200
Subject: [rt-users] Slow response from RT when replying to a ticket
In-Reply-To: 
Message-ID: 

# I downloaded the most recent Apache (1.3.27),
# mod_perl and
# MySQL (3.23.56) versions. MySQL is configured with InnoDB support and I am
# using the supplied my-huge.cnf configuration file. Startup of MySQL and
# Apache work correctly. Initial configuration (creating queues,
# users in RT)
# following the Install Guide at http://fsck.com/rtfm/article.html?id=2 was
# similarly problem-free.

The manual says: "We currently support version 4.0.9 or newer with support
for InnoDB (some older releases had crippling SQL bugs)."

See http://bestpractical.com/rt/docs.html

Regards,

Martin



From jgedeon at qualcomm.com  Thu Apr 17 12:44:16 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Thu, 17 Apr 2003 09:44:16 -0700
Subject: [rt-users] AdminCC Rights
Message-ID: <5.1.0.14.2.20030417094250.00acce20@unixmail.qualcomm.com>

I was looking through the docs and couldn't find it anywhere but I was 
wondering if I give the AdminCC group global rights such as modify ticket 
or own ticket does this mean that any admincc of any queue can do that to 
any other queue or only to the queue they are an admincc of?

TIA
John


--
<>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on 
your own understanding;
                               in all your ways acknowledge him, and he 
will make your paths straight."



From jgedeon at qualcomm.com  Thu Apr 17 12:53:02 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Thu, 17 Apr 2003 09:53:02 -0700
Subject: [rt-users] Deleteing a Group
Message-ID: <5.1.0.14.2.20030417095237.00ac7008@unixmail.qualcomm.com>

How does  one delete at group? (RT 2.0.15)


--
<>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on 
your own understanding;
                               in all your ways acknowledge him, and he 
will make your paths straight."



From js138 at eng.cam.ac.uk  Thu Apr 17 13:27:21 2003
From: js138 at eng.cam.ac.uk (J. Sloan)
Date: Thu, 17 Apr 2003 18:27:21 +0100 (BST)
Subject: [rt-users] AdminCC Rights
In-Reply-To: <5.1.0.14.2.20030417094250.00acce20@unixmail.qualcomm.com>
Message-ID: 

On Thu, 17 Apr 2003, John Gedeon wrote:

> I was looking through the docs and couldn't find it anywhere but I was
> wondering if I give the AdminCC group global rights such as modify ticket
> or own ticket does this mean that any admincc of any queue can do that to
> any other queue or only to the queue they are an admincc of?
>
> TIA
> John

Anyone with AdminCC access to the ticket in question.   This could be the
queue AdminCC or an AdminCC added for that specific ticket.

We had cause to use just that feature quite recently - add a person as an
AdminCC for just one ticket and use the AdminCC rights to allow him to
see it etc in a queue we didn't want to give him full rights to.

John



From robertf at tcpipv6.info  Thu Apr 17 15:35:52 2003
From: robertf at tcpipv6.info (robertf at tcpipv6.info)
Date: Thu, 17 Apr 2003 12:35:52 -0700 (PDT)
Subject: [rt-users] Installation misconfig 
Message-ID: <20030417123553.24058.h010.c001.wm@mail.tcpipv6.info.criticalpath.net>

Hey all,

This is my first post, so please forgive me for poor
form.

<>

I am currently installing RT3 on a openBSD 3.2 box with
mysql; apache/1.3.26+mod_perl 1.26.

After having done the initial install (as outlined in
the rt3 docs) I am running into the following error as
logged:
<<<
Can't locate object method 'new' via package
'RT::Handle.pm' at /installdir/rt3/lib/RT.pm line 123
during global destruction.
>>>

After 'googling' myself to death, I have decided to
seek help this way.  Any input on how to fix this would
be great; as I have been able to find out that this is
related to mysql and RT's inablility to know this...man.

Thank you ahead of time for input.

rfann


From jgedeon at qualcomm.com  Thu Apr 17 18:09:08 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Thu, 17 Apr 2003 15:09:08 -0700
Subject: [rt-users] Speedy CGI
Message-ID: <5.1.0.14.2.20030417150823.038b3e68@unixmail.qualcomm.com>

For rt 2.0.15 has anyone gotten it to work with SpeedyCGI? are there any 
issues/limitations I should know about?

John


--
<>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on 
your own understanding;
                               in all your ways acknowledge him, and he 
will make your paths straight."



From jgedeon at qualcomm.com  Thu Apr 17 18:31:47 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Thu, 17 Apr 2003 15:31:47 -0700
Subject: [rt-users] Speedy CGI
In-Reply-To: <5.1.0.14.2.20030417150823.038b3e68@unixmail.qualcomm.com>
Message-ID: <5.1.0.14.2.20030417153122.00ac0cc8@unixmail.qualcomm.com>

Also does can RT 3.0 use speedy cgi??

John
At 03:09 PM 4/17/2003, John Gedeon wrote:
>For rt 2.0.15 has anyone gotten it to work with SpeedyCGI? are there any 
>issues/limitations I should know about?
>
>John
>
>
>--
><>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on 
>your own understanding;
>                               in all your ways acknowledge him, and he 
> will make your paths straight."
>
>_______________________________________________
>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 3:5-6 "Trust in the Lord with all your heart and lean not on 
your own understanding;
                               in all your ways acknowledge him, and he 
will make your paths straight."



From jesse at bestpractical.com  Thu Apr 17 18:49:35 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 17 Apr 2003 18:49:35 -0400
Subject: [rt-users] Slow response from RT when replying to a ticket
In-Reply-To: 
References: 
Message-ID: <20030417224935.GW4018@fsck.com>



On Thu, Apr 17, 2003 at 02:33:22PM +0100, Brett, Colin wrote:
> Very often it takes over two (2) minutes after clicking "submit" for RT to
> register the update to the call ticket. Sometimes it only takes a few
> seconds. This happens in different browsers (IE6 on Windows 2000, Opera 6.12
> Beta 1 for Solaris). The only error messages I can see are in the Apache
> error_log file:

Are you perchance using sendmail as your MTA? RT has special commandine
arguments for sendmail, since by ddefault it tries to deliver the mail
you send in the foreground. 

	-j

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


From shimi at shimi.net  Thu Apr 17 18:53:30 2003
From: shimi at shimi.net (shimi)
Date: Fri, 18 Apr 2003 01:53:30 +0300 (IDT)
Subject: [rt-users] Speedy CGI
In-Reply-To: <5.1.0.14.2.20030417153122.00ac0cc8@unixmail.qualcomm.com>
Message-ID: 

The docs (http://www.fsck.com/rtfm/article.html?id=2#11) (then search for 
"SpeedyCGI") say that currently SpeedyCGI is not supported in RT2.

I don't know about 3, and I actually don't know if the info is updated 
about 2, but I am just telling you whats written there cause i encountered 
it during my installation.

It works great with FastCGI, b.t.w.... that I can tell you from experience 
:)

On Thu, 17 Apr 2003, John Gedeon wrote:

> Also does can RT 3.0 use speedy cgi??
> 
> John
> At 03:09 PM 4/17/2003, John Gedeon wrote:
> >For rt 2.0.15 has anyone gotten it to work with SpeedyCGI? are there any 
> >issues/limitations I should know about?
> >
> >John
> >
> >
> >--
> ><>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on 
> >your own understanding;
> >                               in all your ways acknowledge him, and he 
> > will make your paths straight."
> >
> >_______________________________________________
> >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 3:5-6 "Trust in the Lord with all your heart and lean not on 
> your own understanding;
>                                in all your ways acknowledge him, and he 
> will make your paths straight."
> 
> _______________________________________________
> 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
> 

-- 

  Best regards,
     Shimi


----

   "Outlook is a massive flaming horrid blatant security violation, which
    also happens to be a mail reader."

   "Sure UNIX is user friendly; it's just picky about who its friends are."



From jgedeon at qualcomm.com  Thu Apr 17 19:16:34 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Thu, 17 Apr 2003 16:16:34 -0700
Subject: [rt-users] Speedy CGI
In-Reply-To: 
References: <5.1.0.14.2.20030417153122.00ac0cc8@unixmail.qualcomm.com>
Message-ID: <5.1.0.14.2.20030417160541.038bae78@unixmail.qualcomm.com>

Thanks for the info
At 03:53 PM 4/17/2003, shimi wrote:

>The docs (http://www.fsck.com/rtfm/article.html?id=2#11) (then search for
>"SpeedyCGI") say that currently SpeedyCGI is not supported in RT2.
>
>I don't know about 3, and I actually don't know if the info is updated
>about 2, but I am just telling you whats written there cause i encountered
>it during my installation.

but with my rt package a mason_handler.scgi came with rt?


>It works great with FastCGI, b.t.w.... that I can tell you from experience
>:)

Yeah I know I have it installed with FastCGI but I want to run RT under 
Iplanet 6 and not apache so I am looking at alternatives.

>On Thu, 17 Apr 2003, John Gedeon wrote:
>
> > Also does can RT 3.0 use speedy cgi??
> >
> > John
> > At 03:09 PM 4/17/2003, John Gedeon wrote:
> > >For rt 2.0.15 has anyone gotten it to work with SpeedyCGI? are there any
> > >issues/limitations I should know about?
> > >
> > >John
> > >
> > >
> > >--
> > ><>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on
> > >your own understanding;
> > >                               in all your ways acknowledge him, and he
> > > will make your paths straight."
> > >
> > >_______________________________________________
> > >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 3:5-6 "Trust in the Lord with all your heart and lean not on
> > your own understanding;
> >                                in all your ways acknowledge him, and he
> > will make your paths straight."
> >
> > _______________________________________________
> > 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
> >
>
>--
>
>   Best regards,
>      Shimi
>
>
>----
>
>    "Outlook is a massive flaming horrid blatant security violation, which
>     also happens to be a mail reader."
>
>    "Sure UNIX is user friendly; it's just picky about who its friends are."


--
<>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on 
your own understanding;
                               in all your ways acknowledge him, and he 
will make your paths straight."



From rt at fsckit.net  Thu Apr 17 20:20:36 2003
From: rt at fsckit.net (Tabor J. Wells)
Date: Thu, 17 Apr 2003 20:20:36 -0400
Subject: [rt-users] Speedy CGI
In-Reply-To: <5.1.0.14.2.20030417153122.00ac0cc8@unixmail.qualcomm.com>
References: <5.1.0.14.2.20030417150823.038b3e68@unixmail.qualcomm.com> <5.1.0.14.2.20030417153122.00ac0cc8@unixmail.qualcomm.com>
Message-ID: <20030418002036.GB15411@fsckit.net>

On Thu, Apr 17, 2003 at 03:31:47PM -0700,
John Gedeon  is thought to have said:

> Also does can RT 3.0 use speedy cgi??

The 3.0.1 changelog says that SpeedyCGI support was added in that release.

Tabor

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


From khera at kcilink.com  Thu Apr 17 22:35:43 2003
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 17 Apr 2003 22:35:43 -0400
Subject: [rt-users] Speedy CGI
In-Reply-To: <5.1.0.14.2.20030417153122.00ac0cc8@unixmail.qualcomm.com>
References: <5.1.0.14.2.20030417150823.038b3e68@unixmail.qualcomm.com>
	<5.1.0.14.2.20030417153122.00ac0cc8@unixmail.qualcomm.com>
Message-ID: <16031.25727.777003.747297@yertle.int.kciLink.com>

>>>>> "JG" == John Gedeon  writes:

JG> Also does can RT 3.0 use speedy cgi??

See the release notes/change history for 3.0.1.


From Peter_Losher at isc.org  Fri Apr 18 04:49:54 2003
From: Peter_Losher at isc.org (Peter Losher)
Date: Fri, 18 Apr 2003 01:49:54 -0700
Subject: [rt-users] problems with rt-mailgate (RT-2.0.15)
Message-ID: <3E9FBC32.2000103@isc.org>

We are encountering random missing bodies in messages where the full 
message reaches RT and RT parses it correctly, but when it sends the 
following email to the watchers, it is somehow truncated.  I thought it 
was an issue w/ someone sending it as a MIME attachment, but it just 
happened now w/ a plain text message where the body was empty, but 
seeing it in WebRT shows that there was definantly body text in that 
message.  It's at random, ony happens on perhaps 20% of messages. 
Looking at the rt.log was no help, does anyone have any other diagnosing 
tips or have they experienced this same scenario (the MTA in use here is 
Postfix)

Best Wishes - Peter
-- 
Peter_Losher at isc.org | ISC | OpenPGP 0xE8048D08 | "The bits must flow"




From cz at gocept.com  Fri Apr 18 05:38:26 2003
From: cz at gocept.com (Christian Zagrodnick)
Date: Fri, 18 Apr 2003 11:38:26 +0200
Subject: [rt-users] RT3 performance on `reply' again
Message-ID: <20030418093826.GC21279@gocept.com>

Hi there

I still have with this crasy query Jamie Wilkinson already noted in 
http://lists.fsck.com/pipermail/rt-users/2003-April/013222.html

I installed the latest SearchBuilder and it is still way slow.

The query issued is:
 SELECT DISTINCT main.* FROM Users main  JOIN Principals as Principals_3  ON  main.id = Principals_3.id JOIN
   CachedGroupMembers as CachedGroupMembers_6  ON  Principals_3.Id = CachedGroupMembers_6.MemberId JOIN Principals as Principals_1
   ON  main.id = Principals_1.id JOIN CachedGroupMembers as CachedGroupMembers_7  ON  Principals_1.id =
   CachedGroupMembers_7.MemberId JOIN Principals as Principals_4  ON  CachedGroupMembers_6.GroupId = Principals_4.Id, Groups
   Groups_2, ACL ACL_5  WHERE ((ACL_5.RightName = 'SuperUser')OR(ACL_5.RightName = 'OwnTicket')) AND
  ((CachedGroupMembers_7.GroupId = '4')) AND ((Principals_1.Disabled = '0')) AND ((Principals_1.PrincipalType = 'User')) AND
  ((Principals_3.PrincipalType = 'User')) AND (ACL_5.ObjectType = 'RT::System'  OR (ACL_5.ObjectType = 'RT::Queue'  AND
  ACL_5.ObjectId = '10') ) AND ( (ACL_5.PrincipalId = Principals_4.Id AND Principals_4.id = Groups_2.Id AND ACL_5.PrincipalType =
  'Group' AND (Groups_2.Domain = 'SystemInternal' OR Groups_2.Domain = 'UserDefined' OR Groups_2.Domain = 'ACLEquivalence'))  OR
  ( ( (Groups_2.Domain = 'RT::Queue-Role' AND Groups_2.Instance = '10')  OR ( Groups_2.Domain = 'RT::Ticket-Role' AND
   Groups_2.Instance = '4344')  )  AND Groups_2.Type = ACL_5.PrincipalType AND Groups_2.Id = Principals_4.id AND
  Principals_4.PrincipalType = 'Group') )  ORDER BY main.Name ASC
 
It takes 8 minutes; the database is vacuumed, no swapping. Only the CPU
is crunching.

This database is imported from rt2 tickets. There are about 4500 Tickets,
the principals table contains about 18500 entries, groups about 17500.

-- 
Christian Zagrodnick

gocept gmbh & co. kg - schalaunische strasse 6 - 06366 koethen/anhalt
fon. +49 3496 3099112, +49 179 1463644
fax. +49 3496 3099118




From jeff.hoover at infotechfl.com  Fri Apr 18 11:18:26 2003
From: jeff.hoover at infotechfl.com (Jeff Hoover)
Date: Fri, 18 Apr 2003 11:18:26 -0400
Subject: [rt-users] SenderMustExistInExternalDatabase Broken in RT3?
Message-ID: <5.1.0.14.0.20030418110228.029920d8@mail.infotechfl.com>

I am using rt 3.0.1 on Redhat 7.3 with the following in RT_SiteConfig:

Set($LookupSenderInExternalDatabase, 1);
Set($SenderMustExistInExternalDatabase , 1);
Set($WebExternalAuth , 1);
Set($WebExternalGecos , 1);
Set($WebExternalAuto , 1);

I modified the LookupExternalUserInfo subroutine in lib\RT\EmailParser.pm 
to work with my LDAP server.  I can login through the web and everything 
works fine.

I only want LDAP users to be able to create tickets via web or 
email.  Problem is, any address has an account created when I request a 
ticket via email.  I thought the point of SenderMustExistInExternalDatabase 
was to prevent this from happening.  I do NOT have CreateTicket privileges 
set to everyone.

Does anyone else have this working in RT 3.0.1?  Any suggestions for what I 
am doing wrong?

Further investigation in lib\RT\EmailParser.pm shows the following 
statement in the GetCurrentUser sub:

	if ( $RT::SenderMustExistInExternalDatabase && 
!$UserFoundInExternalDatabase ) {

If changed to:

	if ( $RT::SenderMustExistInExternalDatabase ) {

accounts are still being created.

Confused,
Jeff



From jgedeon at qualcomm.com  Fri Apr 18 11:34:55 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Fri, 18 Apr 2003 08:34:55 -0700
Subject: [rt-users] Speedy CGI
In-Reply-To: <16031.25727.777003.747297@yertle.int.kciLink.com>
References: <5.1.0.14.2.20030417153122.00ac0cc8@unixmail.qualcomm.com>
 <5.1.0.14.2.20030417150823.038b3e68@unixmail.qualcomm.com>
 <5.1.0.14.2.20030417153122.00ac0cc8@unixmail.qualcomm.com>
Message-ID: <5.1.0.14.2.20030418083417.03823738@unixmail.qualcomm.com>

Thanks all for the info.
John
At 07:35 PM 4/17/2003, Vivek Khera wrote:
> >>>>> "JG" == John Gedeon  writes:
>
>JG> Also does can RT 3.0 use speedy cgi??
>
>See the release notes/change history for 3.0.1.
>_______________________________________________
>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 3:5-6 "Trust in the Lord with all your heart and lean not on 
your own understanding;
                               in all your ways acknowledge him, and he 
will make your paths straight."



From kyle at fmapdx.com  Fri Apr 18 14:52:24 2003
From: kyle at fmapdx.com (Kyle Robinson)
Date: Fri, 18 Apr 2003 11:52:24 -0700
Subject: [rt-users] Ticket Numbering Question
Message-ID: <82639B43221B3B43AD3178287362ECB565AB@newmail.fmapdx.com>

I've just installed RT 3.0.1 on my system and have one minor issue I'd
like to change before I start using it in production.  Currently, the
Subject line contains the string [domain.com #5] and that is the
reference tag for tickets that are created.  However, I'd like to change
that to be [QueueName #5] so that if I've got multiple queues (which I
don't right now, but may in the future) then the email subject shows the
ticket as being in that queue rather than in a generic domain.  It looks
like the templates currently create that line from the $rtname variable
in the config file.  Is there a fairly easy way to switch this to
queue-based rather than a global setting or would that entail a lot of
coding changes?  It's not exactly a show-stopper for me, but if there's
a solution out there, I'd like to get it fixed now rather than later on
when the fix may break all the existing tickets.

 

Thanks for your help,

 

Kyle

 

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From bill at daze.net  Sat Apr 19 01:38:30 2003
From: bill at daze.net (bill at daze.net)
Date: Fri, 18 Apr 2003 22:38:30 -0700 (PDT)
Subject: [rt-users] error:  RT::User::crit Unimplemented in RT::User.
Message-ID: <20030418223629.R65988-100000@droid.daze.net>

RT e-mailed the following error and the bounced message to me.  Any idea
why this would happen?  RT has been running fine for a couple of weeks
now.


RT server error. The RT server which handled your email did not behave as
expected. It said:
System error

error:  RT::User::crit Unimplemented in RT::User.
(/usr/local/rt3/lib/RT/User_Overlay.pm line 206)

context:  ...
277:  }
278:
279:  # All errors returned from this routine will be in exception form.
280:  local $SIG{'__DIE__'} = sub {
281:  rethrow_exception( $_[0] );
282:  };
283:
284:  #
285:  # $m is a dynamically scoped global containing this
...

code stack:
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:281
/usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm:458
/usr/local/rt3/lib/RT/User_Overlay.pm:206
/usr/local/rt3/lib/RT/Interface/Email.pm:214
/usr/local/rt3/lib/RT/Interface/Email/Auth/MailFrom.pm:123
/usr/local/rt3/lib/RT/Interface/Email.pm:467
/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:32
/usr/local/rt3/share/html/autohandler:49


Our config:
FreeBSD 4.7 / rt3.0.0 / Sendmail 8.12.6p2 / mysql 3.23.52 (InnoDB tables)
Apache/1.3.27 (Unix) mod_ssl/2.8.11 OpenSSL/0.9.6g mod_fastcgi/2.2.12



From bill at daze.net  Sat Apr 19 01:51:42 2003
From: bill at daze.net (Bill Gerrard)
Date: Fri, 18 Apr 2003 22:51:42 -0700
Subject: [rt-users] Re: Valid Users
In-Reply-To: <20030405232555.GQ4018@fsck.com>
Message-ID: 

Jesse,

Has this been fixed in 3.0.1 or 3.0.2?

It is becoming a serious problem for us.

Thanks!

> -----Original Message-----
> From: Jesse Vincent 
> Sent: Saturday, April 05, 2003 3:26 PM
> 
> Ok. that sounds like enough context for me to write actual tests 
> for the test suite. Likely on sunday or monday.
> 
> 
> On Sat, Apr 05, 2003 at 02:45:08PM -0800, bill at daze.net wrote:
> > Jesse,
> > 
> > We have also encountered this problem twice.  A few days ago (I 
> dismissed
> > it due to other problems at the time) and today.  I researched today's
> > occurance and found:
> > 
> > 1) User submits ticket via e-mail using one address, i.e. 
> user at example.com
> > 2) We reply to user via web
> > 3) User replies via e-mail using a different e-mail address, 
> i.e. alt at isp.net
> > 4) E-mail is rejected by RT with the following error:
> > 
> > RT could not load a valid user, and RT's configuration does not 
> allow for
> > the creation of a new user for your email.
> > 
> > ACLs are set up as per the RT2 doc and your recent recommendations:
> > 
> > Global
> >   System groups
> >     Everyone
> >       CommentOnTicket
> >       CreateTicket
> >       ReplyToTicket
> >       SeeQueue
> > 
> > Our Config:
> > FreeBSD 4.7 / rt3.0.0 / Sendmail 8.12.6p2 / mysql 3.23.52 
> (InnoDB tables)
> > Apache/1.3.27 (Unix) mod_ssl/2.8.11 OpenSSL/0.9.6g mod_fastcgi/2.2.12
> > 
> > 
> > _______________________________________________
> > 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  Sat Apr 19 03:08:49 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 19 Apr 2003 03:08:49 -0400
Subject: [rt-users] Re: Valid Users
In-Reply-To: 
References: <20030405232555.GQ4018@fsck.com> 
Message-ID: <20030419070849.GH4018@fsck.com>



On Fri, Apr 18, 2003 at 10:51:42PM -0700, Bill Gerrard wrote:
> Jesse,
> 
> Has this been fixed in 3.0.1 or 3.0.2?

The release notes for 3.0.1 should tell you that this was fixed

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


From bill at daze.net  Sat Apr 19 04:49:18 2003
From: bill at daze.net (bill at daze.net)
Date: Sat, 19 Apr 2003 01:49:18 -0700 (PDT)
Subject: [rt-users] Re: Valid Users
In-Reply-To: <20030419070849.GH4018@fsck.com>
Message-ID: <20030419014510.M67931-100000@droid.daze.net>

> The release notes for 3.0.1 should tell you that this was fixed

Thanks Jesse.  I wasn't sure which item in the changelog would apply to
the problem.



From ajharrison at gwi.net  Sat Apr 19 11:58:44 2003
From: ajharrison at gwi.net (Andy Harrison)
Date: Sat, 19 Apr 2003 11:58:44 -0400 (EDT)
Subject: [rt-users] admin assignment
Message-ID: 

-----BEGIN PGP SIGNED MESSAGE-----

How do I give myself admin privileges manually?

I'm using external auth, and I'd like to make it so that when I log in I have
full privs.

No, I cannot log in as root.



~~ 
Andy Harrison
Great Works Internet
System Operations
(full headers for details)

-----BEGIN PGP SIGNATURE-----
Version: PGP 6.5.8

iQCVAwUBPqFyM1PEkLgodAWVAQGvDwQAivZI6zcgV5OffUr8u0XCUNXNGWSSRnoO
9Y42ohavTqn9e384ySjRyIJ65Jr20mVMT7/zY0N18EWsbRXxBegNleGuJZsla2q4
MvKaIpotf8KteIbd80UuoPYiZ0cQXngKr4mO0xqtbKGBmvyAh56wRbx2TU0AeQx3
WV9pEoFXk3c=
=U+Q2
-----END PGP SIGNATURE-----


From jesse at bestpractical.com  Mon Apr 21 07:56:40 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 21 Apr 2003 07:56:40 -0400
Subject: [rt-users] [rt-announce] RT 3.0.2pre3 (Pre-release for RT 3.0.2)
Message-ID: <20030421115640.GR4018@fsck.com>

RT 3.0.2 will be released later this week to correct issues some users
have found in RT 3.0.1. We believe that 3.0.2pre3 (the third 
pre-release of RT 3.0.2) addresses these issues well enough that
end-users should consider upgrading to it if they're experiencing issues
with RT 3.0.1.

This release can be downloaded at:

	http://fsck.com/pub/rt/devel/rt-3-0-2pre3.tar.gz 

Changes:


    Change Delta  Brief Description
      63     38	  Fixing a showmessagestanza bug found in RTIR

		Certain extensions to RT using Callbacks on ticket message 
		display would fail. This does not affect most end users.

      65     39	  Fixing an untainting bug in 3.0.1
		
		Users of the FastCGI and SpeedyCGI handlers, as well as
		users of the mod_perl handler with perl tainting enabled
		would be unable to launch RT's web interface.

      66     40	  Quicksearch bug fix from Stan

      		Searches for "open tickets in queue _____" from the RT
		home page wouldn't properly initiate a new search

      67     41	  updating autrijus' autohandler patch. seems to break lots of
		  stuff

		A first pass at fixing an issue some users saw when
		passing multiple http query parameters with the same
		name. This would manifest itself as garbled ticket
		searches and the inability to add multiple user rights
		at the same time.


      68     42	  Bumping to 3.0.2pre1
      69     43	  make ids clicky
		
		Some ticket listings didn't have clickable ticket ids,
		which made selection of those tickets difficult if the
		ticket subject was blank.


      70     44	  fixing utf8 tainting issue in autohandler; bumped to 3.0.2pre2
		
		Second attempt at fixing the issue detailed in change 67.

      71     45	  Another go at fixing the ARRAY()  issue; bumping to 3.0.2pre3
		
		Third attempt at fixing the issue detailed in change 67.

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


From jgoss1074 at yahoo.com  Mon Apr 21 16:01:23 2003
From: jgoss1074 at yahoo.com (James Goss)
Date: Mon, 21 Apr 2003 15:01:23 -0500
Subject: [rt-users] AutoReply On Create "No recipients found"
Message-ID: <001c01c30840$c993c660$a300a8c0@GOSSLAPTOP>

I recently upgraded to RT3 and have found that autoreplies are not
working.  I turned up debugging in my log and find the following
messages:

Apr 21 14:51:59 barney RT: 
#302/1586 - Scrip 25 AutoreplyOnCreate
(/opt/rt3/lib/RT/Action/SendEmail.pm:91)  
Apr 21 14:51:59 barney RT: 
No recipients found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:170)  

But clearly the address of the person opening the ticket is available,
since the Requestor address is correctly populated in the ticket.  So
I'm guessing the scrip isn't getting the user's email address
correctly...  But I'm no perl-jockey and am way over my head to try to
figure that out...

Ideas?

Thanks,

Jim



From modle at ara.com  Mon Apr 21 16:20:08 2003
From: modle at ara.com (Matt Odle)
Date: Mon, 21 Apr 2003 14:20:08 -0600
Subject: [rt-users] Error on make Install 2.0.15
Message-ID: <02c901c30843$676e51a0$630f633f@ara.wan>

I am getting the following error when I do a make install.

Server# make install
mkdir -p //usr/local/rt2/bin
mkdir -p //usr/local/rt2/WebRT/data
mkdir -p //usr/local/rt2/WebRT/sessiondata
mkdir -p //usr/local/rt2/etc
mkdir -p //usr/local/rt2/lib
mkdir -p //usr/local/rt2/WebRT/html
mkdir -p //usr/local/rt2/local/WebRT/html
tools/initdb 'mysql' '/usr/local' 'localhost' '' 'root' 'rt2' '' create
Now creating a database for RT.

Creating mysql database rt2.
cp etc/acl.mysql '//usr/local/rt2/etc/acl.mysql'
-p -i -e " s'!!DB_TYPE!!'"mysql"'g; s'!!DB_HOST!!'"localhost"'g;
s'!!DB_RT_PASS!!'"rt_pass"'g; s'!!DB_RT_HOST!!'"localhost"'g;
s'!!DB_RT_USER!!'"rt_user"'g; s'!!DB_DATABASE!!'"rt2"'g;"
//usr/local/rt2/etc/acl.mysql
-p: not found
*** Error code 127

Server#


Is this a common error? am I making an obvious mistake?  Matt




From amanda.tunison at SONOMA.EDU  Mon Apr 21 18:58:19 2003
From: amanda.tunison at SONOMA.EDU (Amanda Tunison)
Date: Mon, 21 Apr 2003 15:58:19 -0700
Subject: [rt-users] ldap authentication for RT?
Message-ID: 

Hello

I'm a newbie with RT, so please be gentle with me.  :-)

I have RT3 installed and running on a test server.  I've been creating 
users from within RT, but I'd like to use our existing LDAP server 
instead to authenticate RT users, for both self-serve access and 
helpdesk staff.   I see that the features page says "RT can use your 
web server's existing authentication system" but I'm not finding 
information about how to do this in the manual.  Am I correct in 
thinking that using the LDAP authentication in the web server is the 
way to manage this, or is there a better way?

Can someone please point me to the information on how to tell RT to 
either check LDAP use the web server's authentication so I can drop in 
the LDAP authentication there?

Thanks for any assistance you can provide.


Amanda
---
Amanda Tunison
Information Technology
Sonoma State University
(707) 664-4160



From katty at demos.su  Tue Apr 22 05:57:27 2003
From: katty at demos.su (Ekaterina Kochetkova)
Date: Tue, 22 Apr 2003 13:57:27 +0400
Subject: [katty@demos.su: [rt-users] rt 3.0 - problem with mailgate]
Message-ID: <20030422095727.GA36041@sinbin.demos.su>

This is the mail log of test message.

Apr 14 16:38:20 pt-8 postfix/local[17166]: 17406FD10: to=, relay=local, delay=1, status=bounced (Command died with status 1: "/opt/rt/bin/rt-mailgate --queue rt-test-1 --action correspond --url https:///")

Why did it die (with status 1 :) ? 

--
katty
_______________________________________________
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

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

-- 
katty


From shimi at shimi.net  Tue Apr 22 06:20:35 2003
From: shimi at shimi.net (shimi)
Date: Tue, 22 Apr 2003 13:20:35 +0300 (IDT)
Subject: [katty@demos.su: [rt-users] rt 3.0 - problem with mailgate]
In-Reply-To: <20030422095727.GA36041@sinbin.demos.su>
Message-ID: 

i would check rt.log ...

On Tue, 22 Apr 2003, Ekaterina Kochetkova wrote:

> This is the mail log of test message.
> 
> Apr 14 16:38:20 pt-8 postfix/local[17166]: 17406FD10: to=, relay=local, delay=1, status=bounced (Command died with status 1: "/opt/rt/bin/rt-mailgate --queue rt-test-1 --action correspond --url https:///")
> 
> Why did it die (with status 1 :) ? 
> 
> --
> katty
> _______________________________________________
> 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
> 
> ----- End forwarded message -----
> 
> 

-- 

  Best regards,
     Shimi


----

   "Outlook is a massive flaming horrid blatant security violation, which
    also happens to be a mail reader."

   "Sure UNIX is user friendly; it's just picky about who its friends are."



From merrittk at sira-sa.co.za  Tue Apr 22 06:35:30 2003
From: merrittk at sira-sa.co.za (Merritt Krakowitzer)
Date: 22 Apr 2003 12:35:30 +0200
Subject: [rt-users] set default ticket owner???
Message-ID: <1051007740.24501.82.camel@test.alt>

Can't find this in the docs, so I'm hoping someone can point me in the
right direction.

I want all new tickets for a queue to be assigned to a default user. At
the moment all new tickets are assigned to nobody, Id like to have it
automagically assigned to our first tier support person dealing with
that queue.

Thanks
Merritt.
-------------- next part --------------
(on soblin)

This E-mail contains confidential information for the addressee only. If you are not the intended recipient, please notify us immediately on (012) 337-5500.
You should not use, disclose, distribute or copy this communication if received in error. The Private Security Industry Regulatory Authority (PSIRA) does not warrant and/or guarantee that the integrity of this communication has been maintained nor that the communication is free of errors, viruses, interception,
or interference. No binding contract will result from this e-mail, until such
time as a written document is signed on behalf of PSIRA. PSIRA cannot accept any
responsibility for the completeness or accuracy of this message as it has been
transmitted over public networks.

---------------------------------------------------------

From katty at demos.su  Tue Apr 22 06:33:20 2003
From: katty at demos.su (Ekaterina Kochetkova)
Date: Tue, 22 Apr 2003 14:33:20 +0400
Subject: [katty@demos.su: [rt-users] rt 3.0 - problem with mailgate]
In-Reply-To: 
References: <20030422095727.GA36041@sinbin.demos.su> 
Message-ID: <20030422103320.GB32823@sinbin.demos.su>

rt.log is writing something wrong too

[Fri Apr 18 14:38:54 2003] [warning]: unix passed to setlogsock, but path not available at /usr/local/lib/perl5/site_perl/5.8.0/Log/Dispatch/Syslog.pm line 66
 (/opt/rt/lib/RT.pm:222)
[Fri Apr 18 14:38:56 2003] [warning]: unix passed to setlogsock, but path not available at /usr/local/lib/perl5/site_perl/5.8.0/Log/Dispatch/Syslog.pm line 66
 (/opt/rt/lib/RT.pm:222)


On Tue, Apr 22, 2003 at 01:20:35PM +0300, shimi wrote:

i would check rt.log ...

On Tue, 22 Apr 2003, Ekaterina Kochetkova wrote:

> This is the mail log of test message.
> 
> Apr 14 16:38:20 pt-8 postfix/local[17166]: 17406FD10: to=, relay=local, delay=1, status=bounced (Command died with status 1: "/opt/rt/bin/rt-mailgate --queue rt-test-1 --action correspond --url https:///")
> 
> Why did it die (with status 1 :) ? 
> 
> --
> katty
> _______________________________________________
> 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
> 
> ----- End forwarded message -----
> 
> 

-- 

  Best regards,
     Shimi


----

   "Outlook is a massive flaming horrid blatant security violation, which
    also happens to be a mail reader."

   "Sure UNIX is user friendly; it's just picky about who its friends are."

_______________________________________________
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

-- 
katty


From merrittk at sira-sa.co.za  Tue Apr 22 06:49:13 2003
From: merrittk at sira-sa.co.za (Merritt Krakowitzer)
Date: 22 Apr 2003 12:49:13 +0200
Subject: [katty@demos.su: [rt-users] rt 3.0 - problem with mailgate]
In-Reply-To: <20030422095727.GA36041@sinbin.demos.su>
References: <20030422095727.GA36041@sinbin.demos.su>
Message-ID: <1051008563.24502.88.camel@test.alt>

I think this has to do with you apache setup, are you using the default:


    ServerName your.rt.server.hostname
    DocumentRoot /opt/rt3/share/html
    AddDefaultCharset UTF-8

    PerlModule Apache::DBI
    PerlRequire /opt/rt3/bin/webmux.pl

    
        SetHandler perl-script
        PerlHandler RT::Mason
    


If your using apache 2 and you had to hack the apache httpd.conf to get
your index.html files, that it probably why its broken :) Of course i
could be way of base and probably am :)

Cheers
Merritt.

On Tue, 2003-04-22 at 11:57, Ekaterina Kochetkova wrote:
> This is the mail log of test message.
> 
> Apr 14 16:38:20 pt-8 postfix/local[17166]: 17406FD10: to=, relay=local, delay=1, status=bounced (Command died with status 1: "/opt/rt/bin/rt-mailgate --queue rt-test-1 --action correspond --url https:///")
> 
> Why did it die (with status 1 :) ? 
> 
> --
> katty
> _______________________________________________
> 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
> 
> ----- End forwarded message -----
> 
> -- 
> katty
> _______________________________________________
> 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 --------------
(on soblin)

This E-mail contains confidential information for the addressee only. If you are not the intended recipient, please notify us immediately on (012) 337-5500.
You should not use, disclose, distribute or copy this communication if received in error. The Private Security Industry Regulatory Authority (PSIRA) does not warrant and/or guarantee that the integrity of this communication has been maintained nor that the communication is free of errors, viruses, interception,
or interference. No binding contract will result from this e-mail, until such
time as a written document is signed on behalf of PSIRA. PSIRA cannot accept any
responsibility for the completeness or accuracy of this message as it has been
transmitted over public networks.

---------------------------------------------------------

From katty at demos.su  Tue Apr 22 07:19:03 2003
From: katty at demos.su (Ekaterina Kochetkova)
Date: Tue, 22 Apr 2003 15:19:03 +0400
Subject: [rt-users] rt 3.0 - problem with mailgate]
In-Reply-To: <1051008563.24502.88.camel@test.alt>
References: <20030422095727.GA36041@sinbin.demos.su> <1051008563.24502.88.camel@test.alt>
Message-ID: <20030422111903.GH32823@sinbin.demos.su>

Hmmm - that's ok with my apache config  - it's like this and 
 I can see my index page and other rt pages... 

On Tue, Apr 22, 2003 at 12:49:13PM +0200, Merritt Krakowitzer wrote:
I think this has to do with you apache setup, are you using the default:


    ServerName your.rt.server.hostname
    DocumentRoot /opt/rt3/share/html
    AddDefaultCharset UTF-8

    PerlModule Apache::DBI
    PerlRequire /opt/rt3/bin/webmux.pl

    
        SetHandler perl-script
        PerlHandler RT::Mason
    


If your using apache 2 and you had to hack the apache httpd.conf to get
your index.html files, that it probably why its broken :) Of course i
could be way of base and probably am :)

Cheers
Merritt.

On Tue, 2003-04-22 at 11:57, Ekaterina Kochetkova wrote:
> This is the mail log of test message.
> 
> Apr 14 16:38:20 pt-8 postfix/local[17166]: 17406FD10: to=, relay=local, delay=1, status=bounced (Command died with status 1: "/opt/rt/bin/rt-mailgate --queue rt-test-1 --action correspond --url https:///")
> 
> Why did it die (with status 1 :) ? 
> 
> --
> katty
> _______________________________________________
> 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
> 
> ----- End forwarded message -----
> 
> -- 
> katty
> _______________________________________________
> 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


(on soblin)

This E-mail contains confidential information for the addressee only. If you are not the intended recipient, please notify us immediately on (012) 337-5500.
You should not use, disclose, distribute or copy this communication if received in error. The Private Security Industry Regulatory Authority (PSIRA) does not warrant and/or guarantee that the integrity of this communication has been maintained nor that the communication is free of errors, viruses, interception,
or interference. No binding contract will result from this e-mail, until such
time as a written document is signed on behalf of PSIRA. PSIRA cannot accept any
responsibility for the completeness or accuracy of this message as it has been
transmitted over public networks.

---------------------------------------------------------


-- 
katty


From shimi at shimi.net  Tue Apr 22 07:30:22 2003
From: shimi at shimi.net (shimi)
Date: Tue, 22 Apr 2003 14:30:22 +0300 (IDT)
Subject: [katty@demos.su: [rt-users] rt 3.0 - problem with mailgate]
In-Reply-To: <20030422103320.GB32823@sinbin.demos.su>
Message-ID: 

then try tail -f /var/log/messages 

On Tue, 22 Apr 2003, Ekaterina Kochetkova wrote:

> 
> rt.log is writing something wrong too
> 
> [Fri Apr 18 14:38:54 2003] [warning]: unix passed to setlogsock, but path not available at /usr/local/lib/perl5/site_perl/5.8.0/Log/Dispatch/Syslog.pm line 66
>  (/opt/rt/lib/RT.pm:222)
> [Fri Apr 18 14:38:56 2003] [warning]: unix passed to setlogsock, but path not available at /usr/local/lib/perl5/site_perl/5.8.0/Log/Dispatch/Syslog.pm line 66
>  (/opt/rt/lib/RT.pm:222)
> 
> 
> On Tue, Apr 22, 2003 at 01:20:35PM +0300, shimi wrote:
> 
> i would check rt.log ...
> 
> On Tue, 22 Apr 2003, Ekaterina Kochetkova wrote:
> 
> > This is the mail log of test message.
> > 
> > Apr 14 16:38:20 pt-8 postfix/local[17166]: 17406FD10: to=, relay=local, delay=1, status=bounced (Command died with status 1: "/opt/rt/bin/rt-mailgate --queue rt-test-1 --action correspond --url https:///")
> > 
> > Why did it die (with status 1 :) ? 
> > 
> > --
> > katty
> > _______________________________________________
> > 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
> > 
> > ----- End forwarded message -----
> > 
> > 
> 
> 

-- 

  Best regards,
     Shimi


----

   "Outlook is a massive flaming horrid blatant security violation, which
    also happens to be a mail reader."

   "Sure UNIX is user friendly; it's just picky about who its friends are."



From lincoln at unit.liu.se  Tue Apr 22 07:40:57 2003
From: lincoln at unit.liu.se (Jonas Lincoln)
Date: Tue, 22 Apr 2003 13:40:57 +0200
Subject: [katty@demos.su: [rt-users] rt 3.0 - problem with mailgate]
References: <20030422095727.GA36041@sinbin.demos.su>  <20030422103320.GB32823@sinbin.demos.su>
Message-ID: <3EA52A49.4020404@unit.liu.se>

It's a bug with solaris and perl 5.8.0.

Check out 
http://archive.develooper.com/perl5-porters at perl.org/msg89347.html for a 
patch. This patch didn't entirely help me, more tweaking was needed. 
Stay in touch if you want more info.

Also check similar thread that's currently in rt-devel.

/Jonas


Ekaterina Kochetkova wrote:
> rt.log is writing something wrong too
> 
> [Fri Apr 18 14:38:54 2003] [warning]: unix passed to setlogsock, but path not available at /usr/local/lib/perl5/site_perl/5.8.0/Log/Dispatch/Syslog.pm line 66
>  (/opt/rt/lib/RT.pm:222)
> [Fri Apr 18 14:38:56 2003] [warning]: unix passed to setlogsock, but path not available at /usr/local/lib/perl5/site_perl/5.8.0/Log/Dispatch/Syslog.pm line 66
>  (/opt/rt/lib/RT.pm:222)
> 
> 
> On Tue, Apr 22, 2003 at 01:20:35PM +0300, shimi wrote:
> 
> i would check rt.log ...
> 
> On Tue, 22 Apr 2003, Ekaterina Kochetkova wrote:
> 
> 
>>This is the mail log of test message.
>>
>>Apr 14 16:38:20 pt-8 postfix/local[17166]: 17406FD10: to=, relay=local, delay=1, status=bounced (Command died with status 1: "/opt/rt/bin/rt-mailgate --queue rt-test-1 --action correspond --url https:///")
>>
>>Why did it die (with status 1 :) ? 
>>
>>--
>>katty
>>_______________________________________________
>>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
>>
>>----- End forwarded message -----
>>
>>
> 
> 



From katty at demos.su  Tue Apr 22 09:28:01 2003
From: katty at demos.su (Ekaterina Kochetkova)
Date: Tue, 22 Apr 2003 17:28:01 +0400
Subject: [katty@demos.su: [rt-users] rt 3.0 - problem with mailgate]
In-Reply-To: 
References: <20030422124504.GA4431@sinbin.demos.su> 
Message-ID: <20030422132801.GA24092@sinbin.demos.su>


oops - I'v forgotten -  it's hp-ux system 


On Tue, Apr 22, 2003 at 03:50:01PM +0300, shimi wrote:

well, someone else replied to you that it's a Solaris bug... if you have 
what he talks about, he is probably right... his claim sounds logical, 
this sounds like more of a system problem, not an RT problem...

On Tue, 22 Apr 2003, Ekaterina Kochetkova wrote:

> 
> there is nothing about rt in system log file... 
> 
> 
> On Tue, Apr 22, 2003 at 02:30:22PM +0300, shimi wrote:
> 
> then try tail -f /var/log/messages 
> 
> On Tue, 22 Apr 2003, Ekaterina Kochetkova wrote:
> 
> > 
> > rt.log is writing something wrong too
> > 
> > [Fri Apr 18 14:38:54 2003] [warning]: unix passed to setlogsock, but path not available at /usr/local/lib/perl5/site_perl/5.8.0/Log/Dispatch/Syslog.pm line 66
> >  (/opt/rt/lib/RT.pm:222)
> > [Fri Apr 18 14:38:56 2003] [warning]: unix passed to setlogsock, but path not available at /usr/local/lib/perl5/site_perl/5.8.0/Log/Dispatch/Syslog.pm line 66
> >  (/opt/rt/lib/RT.pm:222)
> > 
> > 
> > On Tue, Apr 22, 2003 at 01:20:35PM +0300, shimi wrote:
> > 
> > i would check rt.log ...
> > 
> > On Tue, 22 Apr 2003, Ekaterina Kochetkova wrote:
> > 
> > > This is the mail log of test message.
> > > 
> > > Apr 14 16:38:20 pt-8 postfix/local[17166]: 17406FD10: to=, relay=local, delay=1, status=bounced (Command died with status 1: "/opt/rt/bin/rt-mailgate --queue rt-test-1 --action correspond --url https:///")
> > > 
> > > Why did it die (with status 1 :) ? 
> > > 
> > > --
> > > katty
> > > _______________________________________________
> > > 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
> > > 
> > > ----- End forwarded message -----
> > > 
> > > 
> > 
> > 
> 
> 

-- 

  Best regards,
     Shimi


----

   "Outlook is a massive flaming horrid blatant security violation, which
    also happens to be a mail reader."

   "Sure UNIX is user friendly; it's just picky about who its friends are."

-- 
katty


From jgoss1074 at yahoo.com  Tue Apr 22 09:42:59 2003
From: jgoss1074 at yahoo.com (Jim Goss)
Date: Tue, 22 Apr 2003 06:42:59 -0700 (PDT)
Subject: [rt-users] AutoReply On Create "No recipients found"
In-Reply-To: <001c01c30840$c993c660$a300a8c0@GOSSLAPTOP>
Message-ID: <20030422134259.15551.qmail@web41511.mail.yahoo.com>

I had a thought last night and tried it out this
morning.  Turns out that there is something about
majordomo's handling of the message that is confusing
RT3.  No changes in my majordomo config when I
ugpraded to RT3, but I stopped getting autoreplies. 
If I send email directly to the ticketing system it
works fine.  If I include the ticketing email address
in a majordomo list it autoreplies don't work.

Jim

--- James Goss  wrote:
> 
> I recently upgraded to RT3 and have found that
> autoreplies are not
> working.  I turned up debugging in my log and find
> the following
> messages:
> 
> Apr 21 14:51:59 barney RT:
> 
> #302/1586 - Scrip 25 AutoreplyOnCreate
> (/opt/rt3/lib/RT/Action/SendEmail.pm:91)  
> Apr 21 14:51:59 barney RT:
> 
> No recipients found. Not sending.
> (/opt/rt3/lib/RT/Action/SendEmail.pm:170)  
> 
> But clearly the address of the person opening the
> ticket is available,
> since the Requestor address is correctly populated
> in the ticket.  So
> I'm guessing the scrip isn't getting the user's
> email address
> correctly...  But I'm no perl-jockey and am way over
> my head to try to
> figure that out...
> 
> Ideas?
> 
> Thanks,
> 
> Jim
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm



From pape-rt at inf.fu-berlin.de  Tue Apr 22 10:09:42 2003
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Tue, 22 Apr 2003 16:09:42 +0200
Subject: [rt-users] RTFM and NoAuth
In-Reply-To: 
References: 
Message-ID: <2147483647.1051027781@[10.0.255.35]>

Hello,

--Am Mittwoch, 16. April 2003 13:50 Uhr -0500 schrieb "James L. Harrison" 
:

> I am trying to setup RTFM with NoAuth... Everything works great when you
> are authenticated... but when trying via NoAuth i get the Overview page
> but cannot see any classes.  I did create a user "RTFM Guest"
>
> However the logs say:
> RT: Couldn't load  from the users database.
> (/opt/rt3/lib/RT/CurrentUser.pm:111)
>
> How can I allow access via NoAuth.

the same happens here. There seems to be no code handling the case, where 
no username is known. Does anybody have a solution?

Regards,
Dirk.


From harrison at palisadesys.com  Tue Apr 22 10:36:51 2003
From: harrison at palisadesys.com (James L. Harrison)
Date: Tue, 22 Apr 2003 09:36:51 -0500
Subject: [rt-users] RTFM and NoAuth
In-Reply-To: <2147483647.1051027781@[10.0.255.35]>
Message-ID: 

Yeah,

 I'm not sure why... But I was looking at NoAuth/RTFM/autohandler and
NoAuth/RTFM/Elements/authandler
 You are right... No code is handling it...

  I ended up with this as my NoAuth/RTFM/autohandler
  %$m->call_next();

  <%init>
  #unless ($session{'CurrentUser'}) {
  #        $session{'CurrentUser'} = RT::User->new($RT::SystemUser);
         $session{'CurrentUser'}->LoadByName('RTFM Guest');
  #}
  #unless ($session{'CurrentUser'}->Id) {
  #        $m->comp("/RTFM/Elements/Error", Details => "No 'RTFM Guest'user
exists");
  #}
  

 <%once>
 use RT::FM::ArticleCollection;
 use RT::FM::ClassCollection;
 use RT::FM::CustomFieldCollection;
 use Time::ParseDate;
 

It isn't pretty, but it does work. It forces RTFM Guest to log in. Then I
made some minor html changes...

-Jamie

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Dirk Pape
> Sent: Tuesday, April 22, 2003 9:10 AM
> To: Rt-Users (E-mail)
> Subject: Re: [rt-users] RTFM and NoAuth
>
>
> Hello,
>
> --Am Mittwoch, 16. April 2003 13:50 Uhr -0500 schrieb "James L. Harrison"
> :
>
> > I am trying to setup RTFM with NoAuth... Everything works great when you
> > are authenticated... but when trying via NoAuth i get the Overview page
> > but cannot see any classes.  I did create a user "RTFM Guest"
> >
> > However the logs say:
> > RT: Couldn't load  from the users database.
> > (/opt/rt3/lib/RT/CurrentUser.pm:111)
> >
> > How can I allow access via NoAuth.
>
> the same happens here. There seems to be no code handling the case, where
> no username is known. Does anybody have a solution?
>
> Regards,
> Dirk.
> _______________________________________________
> 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 ps at networker.de  Tue Apr 22 10:39:37 2003
From: ps at networker.de (Philipp Suek)
Date: Tue, 22 Apr 2003 16:39:37 +0200
Subject: [rt-users] Start DB Data
Message-ID: 

Hello,

the tool insertdata makes problem on my system. It says it has no permission to add users and some other stuff.

I use a mysql DB. So can somebody send me a mysql Dump of the Start Data?

Regards

Philipp Suek

From Kendric.Beachey at garmin.com  Tue Apr 22 11:06:31 2003
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Tue, 22 Apr 2003 10:06:31 -0500
Subject: [rt-users] ldap authentication for RT?
Message-ID: <3E4A44981016924085A9E5D914F0834A1E7807@ftworth>

> From: Amanda Tunison [mailto:amanda.tunison at SONOMA.EDU]
> 
> Can someone please point me to the information on how to tell RT to 
> either check LDAP use the web server's authentication so I 
> can drop in 
> the LDAP authentication there?

You can find some good examples to mimic in the contrib area of Jesse's
site:

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

Also, here is a message I sent to the list in May 2002 detailing how I
LDAP-ized our copy of RT (both email and web interfaces):

http://lists.fsck.com/pipermail/rt-users/2002-May/008527.html

Both of these will end up advising that you install the Net::LDAP module
family.

This information all relates to LDAP-izing RT 2.x rather than 3.0, but
hopefully it's close enough.
--
Kendric Beachey


From jeff.hoover at infotechfl.com  Tue Apr 22 11:15:03 2003
From: jeff.hoover at infotechfl.com (Jeff Hoover)
Date: Tue, 22 Apr 2003 11:15:03 -0400
Subject: [rt-users] SenderMustExistInExternalDatabase Broken in RT3?
In-Reply-To: <1051022240.1275.23.camel@oradev.uni-graz.at>
References: <5.1.0.14.0.20030418110228.029920d8@mail.infotechfl.com>
 <5.1.0.14.0.20030418110228.029920d8@mail.infotechfl.com>
Message-ID: <5.1.0.14.0.20030422105444.028f4968@mail.infotechfl.com>

Karsten,

I am also new to RT3.  I haven't quite figured everything out yet, but I'll 
share with everyone what I have done so far incase someone else wants to 
use this.  To authenticate against LDAP you need to set RT's 
$WebExternalAuth settings (in RT_SiteConfig) and use Apache's AuthLDAP module.

To autocreate accounts when logging in you have to modify the 
LookupExternalUserInfo subroutine to your liking. I'll paste mine 
below.  Maybe someone will improve it.  I also edited 
rt3/var/mason_data/obj/standard/autohandler to add:

      $UserObj->SetEmailAddress("$user\@mydomain.com") if defined $user;

under $UserObj->SetRealName($realname) if defined $realname;

Also, if you want users to have unprivileged accounts created automatically 
instead of privileged, change line 75 to:

      $UserObj->SetPrivileged(0);


Hope that helps you get started.

-- Jeff

ps - you WILL have to modify the subroutine for your LDAP setup.  This 
subroutine was based off either an old email posting or a file in the 
contribs, I don't remember.

sub LookupExternalUserInfo {
   my $self = shift;
   my $EmailAddress = shift;
   my $RealName = shift;

   my $FoundInExternalDatabase = 0;
   my %params;

   #Name is the RT username you want to use for this user.
   $params{'Name'} = $EmailAddress;
   $params{'EmailAddress'} = $EmailAddress;
   $params{'RealName'} = $RealName;

   $RT::Logger->debug("LookupExternalUserInfo: Entered with:\n",
                      "\tName         = $params{'Name'}\n",
                      "\tEmailAddress = $params{'EmailAddress'}\n",
                      "\tRealName     = $params{'RealName'}\n",
                      "\tFound        = $FoundInExternalDatabase\n");

   $params{'RealName'} =~ s/\"//g;

   use Net::LDAP;
   use Net::LDAP::Constant qw(LDAP_SUCCESS);

   use constant LDAP           => q(ldap.yourdomain.com);
   use constant LDAP_PORT      => q(389);
   use constant LDAP_BASE      => q(ou=People,dc=yourdomain,dc=com);
   use constant LDAP_UID       => q(uid);
   use constant LDAP_EMAIL     => q(mail);
   use constant LDAP_ALT_EMAIL => q(mailAlternateAddress);
   use constant LDAP_CN        => q(cn);

   my $ldap = new Net::LDAP(LDAP, port => LDAP_PORT)
     or $RT::Logger->critical("LookupExternalUserInfo: Cannot connect to ",
                              "LDAP'\n"),
       return ($FoundInExternalDatabase, %params);

   my $mesg = $ldap->bind();
   if ($mesg->code != LDAP_SUCCESS) {
     $RT::Logger->critical("LookupExternalUserInfo: Cannot bind anonymously ",
                           "to LDAP:", $mesg->code, "\n");
     $params{'RealName'} = "\"$params{'RealName'}\"";
     return ($FoundInExternalDatabase, %params);
   }

   my $filter = "@{[ LDAP_EMAIL ]}=$params{'EmailAddress'}";
   $RT::Logger->debug("LookupExternalUserInfo: First search filter ",
                      "'$filter'\n");
   $mesg = $ldap->search(base   => LDAP_BASE,
                         filter => $filter,
                         attrs  => [ LDAP_UID, LDAP_EMAIL, LDAP_CN ]);
   if ($mesg->code != LDAP_SUCCESS)  {
     $RT::Logger->critical("LookupExternalUserInfo: Could not search for ",
                           "$filter: ", $mesg->code, "\n");
     $params{'RealName'} = "\"$params{'RealName'}\"";
     return ($FoundInExternalDatabase, %params);
   }

   $RT::Logger->debug("LookupExternalUserInfo: First search produced ",
                      $mesg->count, " results\n");

   # E-mail search failed
   unless ($mesg->count == 1) {
     $filter = "@{[ LDAP_ALT_EMAIL ]}=$params{'EmailAddress'}";


     $RT::Logger->debug("LookupExternalUserInfo: Second search filter ",
                        "'$filter'\n");
     $mesg = $ldap->search(base   => LDAP_BASE,
                           filter => $filter,
                           attrs  => [ LDAP_UID, LDAP_EMAIL, LDAP_CN ]);
     if ($mesg->code != LDAP_SUCCESS)  {
       $RT::Logger->critical("LookupExternalUserInfo: Could not search for ",
                             "$filter: ", $mesg->code, "\n");
       $params{'RealName'} = "\"$params{'RealName'}\"";
       return ($FoundInExternalDatabase, %params);
     }
   }

   $RT::Logger->debug("LookupExternalUserInfo: Second search produced ",
                      $mesg->count, " results with filter $filter\n");

   # One of the two searches succeeded with just one match
   if ($mesg->count == 1) {
     $params{'Name'} = ($mesg->first_entry->get_value(LDAP_UID))[0];
     $params{'EmailAddress'} = ($mesg->first_entry->get_value(LDAP_EMAIL))[0];
     $params{'RealName'} = ($mesg->first_entry->get_value(LDAP_CN))[0];
     $FoundInExternalDatabase = 1;
   }

   $mesg = $ldap->unbind();
   if ($mesg->code != LDAP_SUCCESS) {
     $RT::Logger->critical("LookupExternalUserInfo: Could not unbind from ",
                           "LDAP: ", $mesg->code, "\n");
   }
   undef $ldap;
   undef $mesg;

   $params{'RealName'} = "\"$params{'RealName'}\"";
   $RT::Logger->debug("LookupExternalUserInfo: Leaving LDAP examination ",
                      "with:\n",
                      "\tName         = $params{'Name'}\n",
                      "\tEmailAddress = $params{'EmailAddress'}\n",
                      "\tRealName     = $params{'RealName'}\n",
                      "\tFound        = $FoundInExternalDatabase\n");

   return ($FoundInExternalDatabase, %params) if $FoundInExternalDatabase;
}


At 10:37 AM 4/22/2003, Karsten Konrad wrote:
>Hi Jeff,
>
>I'm rather new to RT and very new to LDAP. Could you please tell me what
>you did to get authentication via ldap. How did you modify
>emailparser.pm?
>
>please help :)
>tia, karsten...
>
>
>On Fri, 2003-04-18 at 17:18, Jeff Hoover wrote:
> > I am using rt 3.0.1 on Redhat 7.3 with the following in RT_SiteConfig:
> >
> > Set($LookupSenderInExternalDatabase, 1);
> > Set($SenderMustExistInExternalDatabase , 1);
> > Set($WebExternalAuth , 1);
> > Set($WebExternalGecos , 1);
> > Set($WebExternalAuto , 1);
> >
> > I modified the LookupExternalUserInfo subroutine in lib\RT\EmailParser.pm
> > to work with my LDAP server.  I can login through the web and everything
> > works fine.
> >
> > I only want LDAP users to be able to create tickets via web or
> > email.  Problem is, any address has an account created when I request a
> > ticket via email.  I thought the point of 
> SenderMustExistInExternalDatabase
> > was to prevent this from happening.  I do NOT have CreateTicket privileges
> > set to everyone.
> >
> > Does anyone else have this working in RT 3.0.1?  Any suggestions for 
> what I
> > am doing wrong?
> >
> > Further investigation in lib\RT\EmailParser.pm shows the following
> > statement in the GetCurrentUser sub:
> >
> >       if ( $RT::SenderMustExistInExternalDatabase &&
> > !$UserFoundInExternalDatabase ) {
> >
> > If changed to:
> >
> >       if ( $RT::SenderMustExistInExternalDatabase ) {
> >
> > accounts are still being created.
> >
> > Confused,
> > Jeff
> >
> > _______________________________________________
> > 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 A.Hinrichsen at gmx.net  Tue Apr 22 15:34:11 2003
From: A.Hinrichsen at gmx.net (Arne Hinrichsen)
Date: Tue, 22 Apr 2003 21:34:11 +0200 (MEST)
Subject: [rt-users] 3.0.1 issues
Message-ID: <7041.1051040051@www62.gmx.net>

Hi,

after updating from 3.0.0 to 3.0.1 we had two major problems:

- any change done to a ticket with a screen that contains a field to change
the subject
  leads to a deleted subject. After that a subject is displayed as "0". It's
not possible
  to change the subject anymore. It's alsways "0"
- a mail containing german umlauts in the mail's subject will generate a
complete empty ticket
  without a requestor, subject and body.

Since this was a big handicap, I had to step back to 3.0.0 and delete the
mason_data and session_date subdirectories in /opt/rt3/var without any further
investigations.

my config:

Suse Linux 8.2
perl 5.8.0
apache 1.3.27 
mod_perl 1.27
MySQL 3.23.55


Are these bugs already known? I did not find anything in the archives.

Arne



From rmo at sunnmore.net  Tue Apr 22 16:23:19 2003
From: rmo at sunnmore.net (Roy-Magne Mo)
Date: Tue, 22 Apr 2003 22:23:19 +0200
Subject: [rt-users] 3.0.1 issues
In-Reply-To: <7041.1051040051@www62.gmx.net>
References: <7041.1051040051@www62.gmx.net>
Message-ID: <3EA5A4B7.4020201@sunnmore.net>

Arne Hinrichsen wrote:
> Hi,
> 
> after updating from 3.0.0 to 3.0.1 we had two major problems:
> 
> - any change done to a ticket with a screen that contains a field to change
> the subject
>   leads to a deleted subject. After that a subject is displayed as "0". It's
> not possible
>   to change the subject anymore. It's alsways "0"
> - a mail containing german umlauts in the mail's subject will generate a
> complete empty ticket
>   without a requestor, subject and body.

I'm seeing problems with 3.0.2pre3 looking quite the same here, the 
problem seems to be related to 8 bit characters, in my case ISO8859-1.

I can create tickets with 8 bit subject, and things seem fine - if I 
edit the subject later, it gets changed to just "0". The same thing 
happens when changing info for users.

My enviroment is:
Redhat 8
Apache 2.0.40
mod_perl 1.99
perl 5.8.0
all dependencies satisfied
mySQL 4.0.12




From herbert at isis.visi.com  Tue Apr 22 16:34:09 2003
From: herbert at isis.visi.com (Benjamin Herbert)
Date: Tue, 22 Apr 2003 15:34:09 -0500
Subject: [rt-users] initialize-database error
Message-ID: <20030422203409.GB8280@isis.visi.com>

Hello,

I am running trying to install rt-3-0-1 on a redhat 7.3 box.  When I run
make initialize-database I get this output:

/usr/bin/perl //usr/local/rt3/sbin/rt-setup-database --action init --dba
root --prompt-for-dba-password
In order to create a new database and grant RT access to that database,
this script needs to connect to your mysql instance on localhost as
root.
Please specify that user's database password below. If the user has no
database
password, just press return.

Password: Now creating a database for RT.
Creating mysql database rt3.
Now populating database schema.
Creating database schema.
schema sucessfully inserted
Now inserting database ACLs
Now inserting RT core system objects
Checking for existing system user...not found.  This appears to be a new
installation.
Creating system user...Can't locate object method "begin_work" via
package "DBI::db" (perhaps you forgot to load "DBI::db"?) at
/usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 497,
 line 416.
make: *** [initialize-database] Error 255


Has anybody seen this before, or know what is wrong?  Any info would be
appreciated.  Thanks.

- Benjamin


From matt_lists at careercast.com  Tue Apr 22 16:54:58 2003
From: matt_lists at careercast.com (Matt Simonsen)
Date: 22 Apr 2003 13:54:58 -0700
Subject: [rt-users] RT3 open ticket email generation
Message-ID: <1051044899.23053.179.camel@mattsworkstation>

I need to have an email generated for the owner and cc's of each open
ticket after it's at or past it's due date.

I understand the CLI does this pretty easily in 2.0, but since it's not
(yet) available I'm hoping somebody has already done this in a small
Perl script or has something similar they can show. 

Even if it's only close, I'd appreciate seeing what you've done to get
ideas.

Thanks
Matt






From resomcio at knownow.com  Tue Apr 22 17:13:24 2003
From: resomcio at knownow.com (Ray Somcio)
Date: Tue, 22 Apr 2003 14:13:24 -0700
Subject: [rt-users] Message not recorded
Message-ID: <3EA5B074.3060502@knownow.com>

Hello,

I'm new to RT and I recently installed RT3.0.1 on Redhat 8.  I've 
configured a queue to accept messages but when a user replies to an 
autoreply or a reply from RT they get back an email with the subject 
"Message not recorded" and in the body it says Permission Denied.    How 
do I allow email users to reply back to RT and record the reply back to 
the ticket.   Do I have to write a custom scrip or can I use one of the 
default ones.

--ray



From ccoy at ssww.com  Tue Apr 22 17:17:49 2003
From: ccoy at ssww.com (CARRIE COY)
Date: Tue, 22 Apr 2003 17:17:49 -0400
Subject: [rt-users] rt2->rt3 mail gateway problems
Message-ID: <3EA5B17D.5050704@ssww.com>

My rt3 web ui works fine but rt-mailgate keeps failing saying  "401 
Authorization required".  I found a couple posts suggesting an rt2 style 
Mason "Filesmatch" could be the problem -- so I've created an entirely 
separate Apache instance so as not to confuse rt2 and rt3 configurations.

In desperation, I returned to install directory and typed "make test".   
It fails here:
....
ok 109 - Requiring 'EscalatePriority.pm'
ok 110 - Requiring 'Generic.pm'
ok 111 - Requiring 'Notify.pm'
ok 112 - Requiring 'NotifyAsComment.pm'
ok 113 - Requiring 'ResolveMembers.pm'
ok 114 - Requiring 'SendEmail.pm'
ok 115 - Requiring 'SetPriority.pm'
ok 116 - Requiring 'UserDefined.pm'
[Tue Apr 22 19:55:28 2003] [crit]: Undefined subroutine &RT::Set called 
at RT_SiteConfig.pm line 27.
 (/usr/local/rt3/lib/RT.pm:228)
1..116

I've tried creating RT_SiteConfig.pm in a variety of ways: copying the 
entire RT_Config.pm file, copying sections of the file and copying 
individual lines.  Nothing seems to make a difference.

What's wrong?

-- 
Carrie Coy
S&S Worldwide
(860) 537-3451 x2357




From pdh at bestpractical.com  Tue Apr 22 18:06:45 2003
From: pdh at bestpractical.com (Phil Homewood)
Date: Wed, 23 Apr 2003 08:06:45 +1000
Subject: [katty@demos.su: [rt-users] rt 3.0 - problem with mailgate]
In-Reply-To: <20030422095727.GA36041@sinbin.demos.su>
References: <20030422095727.GA36041@sinbin.demos.su>
Message-ID: <20030422220644.GA467@luggage.internal.moreton.com.au>

Ekaterina Kochetkova wrote:
> Apr 14 16:38:20 pt-8 postfix/local[17166]: 17406FD10: to=,
> relay=local, delay=1, status=bounced (Command died with status 1:
> "/opt/rt/bin/rt-mailgate --queue rt-test-1 --action correspond --url
> https:///")
> 
> Why did it die (with status 1 :) ? 

Have you installed Net::SSLeay? If not, try doing so...
-- 
?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From pdh at bestpractical.com  Tue Apr 22 18:09:10 2003
From: pdh at bestpractical.com (Phil Homewood)
Date: Wed, 23 Apr 2003 08:09:10 +1000
Subject: [katty@demos.su: [rt-users] rt 3.0 - problem with mailgate]
In-Reply-To: <20030422103320.GB32823@sinbin.demos.su>
References: <20030422095727.GA36041@sinbin.demos.su>  <20030422103320.GB32823@sinbin.demos.su>
Message-ID: <20030422220910.GB467@luggage.internal.moreton.com.au>

Ekaterina Kochetkova wrote:
> [Fri Apr 18 14:38:54 2003] [warning]: unix passed to setlogsock, but path not available at /usr/local/lib/perl5/site_perl/5.8.0/Log/Dispatch/Syslog.pm line 66
>  (/opt/rt/lib/RT.pm:222)

If the Solaris patches previously referenced don't help you, try
setting

Set($LogToSyslog, undef);
Set($LogToFile, 'debug');

in your site config and restarting apache. This will log to 
$LogDir/rt.log (or wherever you set $LogToFileNamed), bypassing
the apparently troublesome Log::Dispatch::Syslog.
-- 
?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From pdh at bestpractical.com  Tue Apr 22 18:12:55 2003
From: pdh at bestpractical.com (Phil Homewood)
Date: Wed, 23 Apr 2003 08:12:55 +1000
Subject: [rt-users] initialize-database error
In-Reply-To: <20030422203409.GB8280@isis.visi.com>
References: <20030422203409.GB8280@isis.visi.com>
Message-ID: <20030422221254.GC467@luggage.internal.moreton.com.au>

Benjamin Herbert wrote:
> Creating system user...Can't locate object method "begin_work" via
> package "DBI::db" (perhaps you forgot to load "DBI::db"?) at
> /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 497,
>  line 416.

http://lists.fsck.com/pipermail/rt-users/2003-April/013000.html

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


From nouveaux at lightconsulting.com  Tue Apr 22 18:30:07 2003
From: nouveaux at lightconsulting.com (Dean Kao)
Date: Tue, 22 Apr 2003 15:30:07 -0700
Subject: [rt-users] RT 3.0 Speed
Message-ID: <20030422153007.A72514@shaitan.lightconsulting.com>

Well, after reviewing RT 3.0 extensively, our director is
hesitant because the homepage is slow.  So before I say anything,
here is the setup:

Dual P450
512 mb ram
RT 3.0.1
database: Mysql 4.0.12
SearchBuilder 0.80
Mason 1.16
CGI.pm 1.75
apache 1.3.27
perl 5.6.1

And my my.cnf:

[mysqld]
datadir=/var/lib/mysql
socket=/var/lib/mysql/mysql.sock
set-variable = max_allowed_packet=1M
set-variable = table_cache=192
set-variable = key_buffer_size=192M
set-variable = sort_buffer=1M
set-variable = myisam_sort_buffer_size=48M
set-variable = thread_cache=8

set-variable = thread_concurrency=4
log-bin
server-id = 1

innodb_data_home_dir = /var/lib/mysql/innodb
innodb_data_file_path=/ibdata:300M:autoextend
innodb_log_group_home_dir = /var/lib/mysql/innodb/iblogs/
innodb_log_arch_dir = /var/lib/mysql/innodb/iblogs/
set-variable = innodb_log_files_in_group=3
set-variable = innodb_buffer_pool_size=256M
set-variable = innodb_additional_mem_pool_size=20M
set-variable = innodb_log_file_size=57M
set-variable = innodb_log_buffer_size=2M
innodb_flush_log_at_trx_commit=1
set-variable = innodb_lock_wait_timeout=50

One of the current problems is the home page taking so long to load.  
We have several managers who just pop up to check the QuickSearch
to see the status of the tickets in every queue and using it would
be painful.  This is actually preventing us from migrating fully
to 3.0.

Does anyone see any optimizations to speed up our current setup?
That page is taking on average ~10 seconds to load while the RT 2.0
version takes ~5 seconds.

If no one see anything obvious, then might I suggest having the home
page cached so that displaying the home page doesnt require all
those database hits.  We actually wouldn't mind that the data is not
real time and it's off by a min or two.

Dean


From jaq at spacepants.org  Tue Apr 22 21:33:48 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Wed, 23 Apr 2003 11:33:48 +1000
Subject: [rt-users] RT3 performance on `reply' again
In-Reply-To: <20030418093826.GC21279@gocept.com>
References: <20030418093826.GC21279@gocept.com>
Message-ID: <20030423013348.GD18575@spacepants.org>

This one time, at band camp, Christian Zagrodnick wrote:
>Hi there
>
>I still have with this crasy query Jamie Wilkinson already noted in 
>http://lists.fsck.com/pipermail/rt-users/2003-April/013222.html
>
>I installed the latest SearchBuilder and it is still way slow.

Are you absolutely sure that you are using the latest SearchBuilder?  Have
you restarted apache (if you're using mod_perl)?

-- 
jaq at spacepants.org                           http://spacepants.org/jaq.gpg


From nick at strongholdtech.com  Tue Apr 22 23:19:49 2003
From: nick at strongholdtech.com (Nicolae P. Costescu)
Date: Tue, 22 Apr 2003 23:19:49 -0400
Subject: [rt-users] RT 3.0 Speed
Message-ID: <4.3.2.7.2.20030422231703.028c5ec0@mail.qrts.com>

You will see a big benefit from paying $400 for a motherboard/cpu/ram upgrade.
On a single CPU p4/2.4GHz, with 512MB of DDRAM you will have about 3x your 
memory bandwidth, and 5x your CPU speed. This will make a BIG difference. 
Your current SMP system is a shared bus architecture, and that shared RAM 
bus is slow compared to the memory controller on Intel DDRAM motherboards 
(i845 and above).

If you want specific recommendations for a particular mobo/cpu/ram email me 
directly and I'll be glad to spec it for you.

>Message: 14
>Date: Tue, 22 Apr 2003 15:30:07 -0700
>From: Dean Kao 
>To: rt-users at lists.fsck.com
>Subject: [rt-users] RT 3.0 Speed
>
>Well, after reviewing RT 3.0 extensively, our director is
>hesitant because the homepage is slow.  So before I say anything,
>here is the setup:
>
>Dual P450
>512 mb ram
>RT 3.0.1
>database: Mysql 4.0.12
>SearchBuilder 0.80
>Mason 1.16
>CGI.pm 1.75
>apache 1.3.27
>perl 5.6.1
>
>And my my.cnf:
>
>[mysqld]
>datadir=/var/lib/mysql
>socket=/var/lib/mysql/mysql.sock
>set-variable = max_allowed_packet=1M
>set-variable = table_cache=192
>set-variable = key_buffer_size=192M
>set-variable = sort_buffer=1M
>set-variable = myisam_sort_buffer_size=48M
>set-variable = thread_cache=8
>
>set-variable = thread_concurrency=4
>log-bin
>server-id = 1
>
>innodb_data_home_dir = /var/lib/mysql/innodb
>innodb_data_file_path=/ibdata:300M:autoextend
>innodb_log_group_home_dir = /var/lib/mysql/innodb/iblogs/
>innodb_log_arch_dir = /var/lib/mysql/innodb/iblogs/
>set-variable = innodb_log_files_in_group=3
>set-variable = innodb_buffer_pool_size=256M
>set-variable = innodb_additional_mem_pool_size=20M
>set-variable = innodb_log_file_size=57M
>set-variable = innodb_log_buffer_size=2M
>innodb_flush_log_at_trx_commit=1
>set-variable = innodb_lock_wait_timeout=50
>
>One of the current problems is the home page taking so long to load.
>We have several managers who just pop up to check the QuickSearch
>to see the status of the tickets in every queue and using it would
>be painful.  This is actually preventing us from migrating fully
>to 3.0.
>
>Does anyone see any optimizations to speed up our current setup?
>That page is taking on average ~10 seconds to load while the RT 2.0
>version takes ~5 seconds.
>
>If no one see anything obvious, then might I suggest having the home
>page cached so that displaying the home page doesnt require all
>those database hits.  We actually wouldn't mind that the data is not
>real time and it's off by a min or two.
>
>Dean

****************************************************
Nicolae P. Costescu, Ph.D.  / Senior Developer
Stronghold Technologies
46040 Center Oak Plaza, Suite 160 / Sterling, Va 20166
Tel: 571-434-1472 / Fax: 571-434-1478



From autrijus at autrijus.org  Wed Apr 23 00:33:00 2003
From: autrijus at autrijus.org (Autrijus Tang)
Date: Wed, 23 Apr 2003 12:33:00 +0800
Subject: [rt-users] RT 3.0 Speed
In-Reply-To: <20030422153007.A72514@shaitan.lightconsulting.com>
References: <20030422153007.A72514@shaitan.lightconsulting.com>
Message-ID: <20030423043300.GD1116@not.autrijus.org>

On Tue, Apr 22, 2003 at 03:30:07PM -0700, Dean Kao wrote:
> Mason 1.16

IIRC, there is some performance boost during 1.16 to 1.19.

> perl 5.6.1

Ditto for perl 5.8.0.

> One of the current problems is the home page taking so long to load.  
> We have several managers who just pop up to check the QuickSearch
> to see the status of the tickets in every queue and using it would
> be painful.  This is actually preventing us from migrating fully
> to 3.0.

How about putting up a page just for QuickSearch?

Thanks,
/Autrijus/


From rspier at pobox.com  Wed Apr 23 01:03:33 2003
From: rspier at pobox.com (Robert Spier)
Date: Tue, 22 Apr 2003 22:03:33 -0700
Subject: [rt-users] RT 3.0 Speed
In-Reply-To: <20030423043300.GD1116@not.autrijus.org>
References: <20030422153007.A72514@shaitan.lightconsulting.com>
	<20030423043300.GD1116@not.autrijus.org>
Message-ID: 

> How about putting up a page just for QuickSearch?

http://$RTURL/Elements/Quicksearch

gets you 99% of the way there.

-R


From vajko at astron.hu  Wed Apr 23 02:20:05 2003
From: vajko at astron.hu (=?ISO-8859-1?Q?Vajk=F3_P=E9ter?=)
Date: Wed, 23 Apr 2003 08:20:05 +0200
Subject: [rt-users] 3.0.1 issues
In-Reply-To: <3EA5A4B7.4020201@sunnmore.net>
References: <7041.1051040051@www62.gmx.net> <3EA5A4B7.4020201@sunnmore.net>
Message-ID: <3EA63095.7080907@astron.hu>

> I'm seeing problems with 3.0.2pre3 looking quite the same here, the 
> problem seems to be related to 8 bit characters, in my case ISO8859-1.
> 
> I can create tickets with 8 bit subject, and things seem fine - if I 
> edit the subject later, it gets changed to just "0". The same thing 
> happens when changing info for users.
A quick but dirty fix is to remove the line
  $value = $object->DecodeUTF8($value);
from sub UpdateRecordObj in lib/RT/Interface/Web.pm.

-- 
----------------------------------------------------------------------
VAJK? P?ter                                    Astron Informatikai Kft
                                                            Vahot u. 6.
tel: +36  1 481-2146                                   H-1115 Budapest
fax: +36  1 204-5395                                           Hungary
----------------------------------------------------------------------



From mwatson at netspace.net.au  Wed Apr 23 03:10:08 2003
From: mwatson at netspace.net.au (Matthew Watson)
Date: Wed, 23 Apr 2003 15:10:08 +0800
Subject: [rt-users] Email addresses case insensitive (RT 2.0.11)
Message-ID: <524749900.1051110608@matty>

Hi.

 I've come across this problem with RT, that email address are case 
insensitve, eg, bob at company.com == BOB at company.com , this is causing some 
problems with some of our clients.
 So, how can I make RT see these two addresses as being different users? 
Looking in Record.pm shows that in LoadByCols it makes everything lowercase 
if RT is connected to a "CaseSensitive" database, but I assume this is just 
the column names, not the actual data?

Any pointers in the right direction would be greatly appreciated

Regards
Matt Watson
Netspace Online Systems.


From jesse at bestpractical.com  Wed Apr 23 04:13:55 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 23 Apr 2003 04:13:55 -0400
Subject: [rt-users] RTFM and NoAuth
In-Reply-To: 
References: <2147483647.1051027781@[10.0.255.35]> 
Message-ID: <20030423081355.GZ4018@fsck.com>

It?s a known issue. Please do note the fact that this is beta software
and isn?t yet even supposed to be fully functional.

	j


On Tue, Apr 22, 2003 at 09:36:51AM -0500, James L. Harrison wrote:
> Yeah,
> 
>  I'm not sure why... But I was looking at NoAuth/RTFM/autohandler and
> NoAuth/RTFM/Elements/authandler
>  You are right... No code is handling it...
> 
>   I ended up with this as my NoAuth/RTFM/autohandler
>   %$m->call_next();
> 
>   <%init>
>   #unless ($session{'CurrentUser'}) {
>   #        $session{'CurrentUser'} = RT::User->new($RT::SystemUser);
>          $session{'CurrentUser'}->LoadByName('RTFM Guest');
>   #}
>   #unless ($session{'CurrentUser'}->Id) {
>   #        $m->comp("/RTFM/Elements/Error", Details => "No 'RTFM Guest'user
> exists");
>   #}
>   
> 
>  <%once>
>  use RT::FM::ArticleCollection;
>  use RT::FM::ClassCollection;
>  use RT::FM::CustomFieldCollection;
>  use Time::ParseDate;
>  
> 
> It isn't pretty, but it does work. It forces RTFM Guest to log in. Then I
> made some minor html changes...
> 
> -Jamie
> 
> > -----Original Message-----
> > From: rt-users-admin at lists.fsck.com
> > [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Dirk Pape
> > Sent: Tuesday, April 22, 2003 9:10 AM
> > To: Rt-Users (E-mail)
> > Subject: Re: [rt-users] RTFM and NoAuth
> >
> >
> > Hello,
> >
> > --Am Mittwoch, 16. April 2003 13:50 Uhr -0500 schrieb "James L. Harrison"
> > :
> >
> > > I am trying to setup RTFM with NoAuth... Everything works great when you
> > > are authenticated... but when trying via NoAuth i get the Overview page
> > > but cannot see any classes.  I did create a user "RTFM Guest"
> > >
> > > However the logs say:
> > > RT: Couldn't load  from the users database.
> > > (/opt/rt3/lib/RT/CurrentUser.pm:111)
> > >
> > > How can I allow access via NoAuth.
> >
> > the same happens here. There seems to be no code handling the case, where
> > no username is known. Does anybody have a solution?
> >
> > Regards,
> > Dirk.
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> >
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

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


From ajharrison at gwi.net  Wed Apr 23 09:27:16 2003
From: ajharrison at gwi.net (Andy Harrison)
Date: Wed, 23 Apr 2003 09:27:16 -0400 (EDT)
Subject: [rt-users] admin assignment
Message-ID: 

-----BEGIN PGP SIGNED MESSAGE-----

How do I give myself admin privileges manually?

I'm using external auth, and I'd like to make it so that when I log in I have
full privs.

No, I cannot log in as root.


~~ 
Andy Harrison
Great Works Internet
System Operations
(full headers for details)

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Version: PGP 6.5.8

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9E37he8IxTk=
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From rthompson at interpublic.com  Wed Apr 23 10:21:06 2003
From: rthompson at interpublic.com (Ray Thompson)
Date: Wed, 23 Apr 2003 09:21:06 -0500
Subject: [rt-users] admin assignment
Message-ID: 

> 
> How do I give myself admin privileges manually?
> 

I'd guess that there would be an entry in the database to do that.

> I'm using external auth, and I'd like to make it so that when 
> I log in I have full privs.
> 
> No, I cannot log in as root.
> 

How about disabling external auth, login as root, give yourself permissions, and then re-enable external auth.
Not that I've had to do that myself... 

--
Ray



From rmo at sunnmore.net  Wed Apr 23 11:48:19 2003
From: rmo at sunnmore.net (Roy-Magne Mo)
Date: Wed, 23 Apr 2003 17:48:19 +0200
Subject: [rt-users] 3.0.1 issues
In-Reply-To: <3EA63095.7080907@astron.hu>
References: <7041.1051040051@www62.gmx.net> <3EA5A4B7.4020201@sunnmore.net> <3EA63095.7080907@astron.hu>
Message-ID: <3EA6B5C3.8040109@sunnmore.net>

Vajk? P?ter wrote:
> 
>> I'm seeing problems with 3.0.2pre3 looking quite the same here, the 
>> problem seems to be related to 8 bit characters, in my case ISO8859-1.
>>
>> I can create tickets with 8 bit subject, and things seem fine - if I 
>> edit the subject later, it gets changed to just "0". The same thing 
>> happens when changing info for users.
> 
> A quick but dirty fix is to remove the line
>  $value = $object->DecodeUTF8($value);
> from sub UpdateRecordObj in lib/RT/Interface/Web.pm.

Thanks, this seems to do the trick for now :)

-- 
Roy-Magne Mo



From Klaus.Hoffmann at s3-med.de  Wed Apr 23 12:22:06 2003
From: Klaus.Hoffmann at s3-med.de (Klaus Hoffmann)
Date: Wed, 23 Apr 2003 18:22:06 +0200
Subject: [rt-users] RT3.0.0 - FROM lines in Tickets =?ISO-8859-1?Q?aren=B4t_OK?=
Message-ID: <3EA6BDAE.8060001@s3-med.de>

Hi,
I'm a newbie to RT.

After successfully installing RT3 I tried creating tickets, which works 
fine.

The thing is that Emails to the clients have set the sender 
wwwrun at hostname.my.domain, which is the user the webserver is running with.

This also happens with comments etc.

How can manage to set the sender to the email-adress of my RT-System?

Thanks in advance for your kind help

Klaus
-- 
Klaus Hoffmann			EMail:  klaus.hoffmann at s3-med.de
HOFFMANN Consulting		Tel.: 	+49-7161-989464
Unternehmensberatungs GmbH	Fax:	+49-7161-989466
Zeisigweg 1			Mobil: 	+49-170-2033183
D-73054 Eislingen		Mobilfx:+49-170-132033230



From rmo at sunnmore.net  Wed Apr 23 12:40:29 2003
From: rmo at sunnmore.net (Roy-Magne Mo)
Date: Wed, 23 Apr 2003 18:40:29 +0200
Subject: [rt-users] RT 3.0 Speed
In-Reply-To: <20030422153007.A72514@shaitan.lightconsulting.com>
References: <20030422153007.A72514@shaitan.lightconsulting.com>
Message-ID: <3EA6C1FD.2030905@sunnmore.net>

Dean Kao wrote:
> If no one see anything obvious, then might I suggest having the home
> page cached so that displaying the home page doesnt require all
> those database hits.  We actually wouldn't mind that the data is not
> real time and it's off by a min or two.

You could run wget in a cron job, writing the frontpage to a static file 
every minute or something. This might take a lot of load off your system 
and speed up the access for the ties.

-- 
Roy-Magne Mo





From nouveaux at lightconsulting.com  Wed Apr 23 12:47:16 2003
From: nouveaux at lightconsulting.com (Dean Kao)
Date: Wed, 23 Apr 2003 09:47:16 -0700
Subject: [rt-users] RT 3.0 Speed
In-Reply-To: <4.3.2.7.2.20030422231703.028c5ec0@mail.qrts.com>; from nick@strongholdtech.com on Tue, Apr 22, 2003 at 11:19:49PM -0400
References: <4.3.2.7.2.20030422231703.028c5ec0@mail.qrts.com>
Message-ID: <20030423094716.A24795@shaitan.lightconsulting.com>

On Tue, Apr 22, 2003 at 11:19:49PM -0400, Nicolae P. Costescu developed
a new theory of relativity and: 
> You will see a big benefit from paying $400 for a motherboard/cpu/ram upgrade.
> On a single CPU p4/2.4GHz, with 512MB of DDRAM you will have about 3x your 
> memory bandwidth, and 5x your CPU speed. This will make a BIG difference. 
> Your current SMP system is a shared bus architecture, and that shared RAM 
> bus is slow compared to the memory controller on Intel DDRAM motherboards 
> (i845 and above).
> 
> If you want specific recommendations for a particular mobo/cpu/ram email me 
> directly and I'll be glad to spec it for you.
> 

As much as I'd like to believe that hardware is the main cause of all
this, RT2.0 is 2x faster than RT3.0 for the main page.  If it was slower
for a search, that's fine.  Just merely getting to the homepage is the
big killer.  

Disabling quicksearch has been thought of but is not the 
preferred option because we want that information.  This is why I
suggested caching the quicksearch.  I will try uprading mason
today to see if there is any improvement.  I only remember MySQL 4.0
as the recommended performance booster (which took the login from
60 seconds to 10).

Dean



From RSpencer at evare.com  Wed Apr 23 12:54:40 2003
From: RSpencer at evare.com (Spencer, Roger)
Date: Wed, 23 Apr 2003 12:54:40 -0400
Subject: [rt-users] Migration from Trackit
Message-ID: <43320F7FC0208A4AA0078C267C19B2F17C1A@clavin.fw.evare.com>

We have been using Trackit 5.0 and have decided to dump it in favor of RT.  We would like to import the tickets existing in Trackit to RT.  Any suggestions on how to proceed?

Thank you,
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From nouveaux at lightconsulting.com  Wed Apr 23 12:54:21 2003
From: nouveaux at lightconsulting.com (Dean Kao)
Date: Wed, 23 Apr 2003 09:54:21 -0700
Subject: [rt-users] RT 3.0 Speed
In-Reply-To: <3EA6C1FD.2030905@sunnmore.net>; from rmo@sunnmore.net on Wed, Apr 23, 2003 at 06:40:29PM +0200
References: <20030422153007.A72514@shaitan.lightconsulting.com> <3EA6C1FD.2030905@sunnmore.net>
Message-ID: <20030423095420.C24795@shaitan.lightconsulting.com>

> 
> You could run wget in a cron job, writing the frontpage to a static file 
> every minute or something. This might take a lot of load off your system 
> and speed up the access for the ties.
> 

I dont think that'll quiet do it.  That wont process the logins
properly and other user information.

Dean



From ccoy at ssww.com  Wed Apr 23 13:05:40 2003
From: ccoy at ssww.com (CARRIE COY)
Date: Wed, 23 Apr 2003 13:05:40 -0400
Subject: [rt-users] rt3, external auth, httpd.conf
Message-ID: <3EA6C7E4.7050200@ssww.com>

What is the httpd.conf entry supposed to look like if one is using 
external authentication?  

The webu ui works fine with the entry below, but mailgate fails with a 
"404 Authentication Error".  If I remove the authentication lines, 
 mailgate works but then I'm not using external authentication...

How can I exempt the "NoAuth" documents from Apache authentication  ????????

DocumentRoot /usr/local/rt3/share/html
ErrorLog /usr/local/apache/logs/rterror_log
CustomLog /usr/local/apache/logs/rtaccess_log combined
AddDefaultCharset UTF-8
ServerName innuendo.ssww.com
PerlModule Apache::DBI
PerlRequire /usr/local/rt3/bin/webmux.pl

  SetHandler perl-script
  PerlHandler RT::Mason
 AuthName "Login"
 AuthType Basic
 PerlSetVar BaseDN dc=ssww,dc=com
 PerlSetVar LDAPServer ldap.ssww.com
 PerlAuthenHandler Apache::AuthLDAP
 require valid-user


-- 
Carrie Coy
S&S Worldwide
(860) 537-3451 x2357




From rspier at pobox.com  Wed Apr 23 13:14:33 2003
From: rspier at pobox.com (Robert Spier)
Date: Wed, 23 Apr 2003 10:14:33 -0700
Subject: [rt-users] Email addresses case insensitive (RT 2.0.11)
In-Reply-To: <524749900.1051110608@matty>
References: <524749900.1051110608@matty>
Message-ID: 

Matthew Watson wrote:
>  I've come across this problem with RT, that email address are case 
> insensitve, eg, bob at company.com == BOB at company.com , this is causing some 
> problems with some of our clients.
>  So, how can I make RT see these two addresses as being different users? 
> Looking in Record.pm shows that in LoadByCols it makes everything lowercase 
> if RT is connected to a "CaseSensitive" database, but I assume this is just 
> the column names, not the actual data?

Are you saying that your client has two addresses:

bob at company.com

and

BOB at company.com

and they are two different people?

Your client has a very broken email system.

I can't find the exact quite in RFC2822 (or related) which defines
case insensitivity, but it is generally accepted (and assumed) that
email addresses (like domain names) are case insensitive.  Any system
which violates this is going to be very unhappy.

-R


From darren at boston.com  Wed Apr 23 13:34:57 2003
From: darren at boston.com (darren chamberlain)
Date: Wed, 23 Apr 2003 13:34:57 -0400
Subject: [rt-users] Email addresses case insensitive (RT 2.0.11)
In-Reply-To: 
References: <524749900.1051110608@matty> 
Message-ID: <20030423-76c75d9876048856a84856531242f659@mail.boston.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

* Robert Spier  [2003-04-23 13:13]:
> Are you saying that your client has two addresses:
> 
> bob at company.com
> 
> and
> 
> BOB at company.com
> 
> and they are two different people?

Technically, bob and BOB refer to _mailboxes_, which is not the same
thing as _people_.

> Your client has a very broken email system.

Well...

> I can't find the exact quite in RFC2822 (or related) which defines
> case insensitivity, but it is generally accepted (and assumed) that
> email addresses (like domain names) are case insensitive.  Any system
> which violates this is going to be very unhappy.

RFC2822 specifies that the left hand side (the "local part") is
implementation specific; specifically, see section 3.4.1.  Sendmail's
implementation (the most common, and, historically speaking, the primary
reference implementation) falls back to case-insensitive local-part
matching if a literal match is not found.

(darren)

- -- 
Don't be ashamed to say what you are not ashamed to think.
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Version: GnuPG v1.2.1 (SunOS)

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ELsSd20dsAINVBmGR0JP6yw=
=aeLD
-----END PGP SIGNATURE-----


From nouveaux at lightconsulting.com  Wed Apr 23 14:42:05 2003
From: nouveaux at lightconsulting.com (Dean Kao)
Date: Wed, 23 Apr 2003 11:42:05 -0700
Subject: [rt-users] RT 3.0 Speed
In-Reply-To: <20030423043300.GD1116@not.autrijus.org>; from autrijus@autrijus.org on Wed, Apr 23, 2003 at 12:33:00PM +0800
References: <20030422153007.A72514@shaitan.lightconsulting.com> <20030423043300.GD1116@not.autrijus.org>
Message-ID: <20030423114205.A32838@shaitan.lightconsulting.com>

On Wed, Apr 23, 2003 at 12:33:00PM +0800, Autrijus Tang developed
a new theory of relativity and: 
> On Tue, Apr 22, 2003 at 03:30:07PM -0700, Dean Kao wrote:
> > Mason 1.16
> 
> IIRC, there is some performance boost during 1.16 to 1.19.
> 
> > perl 5.6.1
> 
> Ditto for perl 5.8.0.
> 

I upgraded Mason to 1.19 and I'm still seeing 2x in speed from
RT 2.0 to 3.0, and this probably makes sense cause both version
probably benefit from any speed increases.

I'm hesitant on upgrading perl unless someone else has seen
an order of magnitude of speed increase from upgrading to perl
5.8.0.

I think I'm going to look into caching hack for QuickSearch.

Dean


From cz at gocept.com  Wed Apr 23 15:11:17 2003
From: cz at gocept.com (Christian Zagrodnick)
Date: Wed, 23 Apr 2003 21:11:17 +0200
Subject: [rt-users] RT3 performance on `reply' again
In-Reply-To: <20030423013348.GD18575@spacepants.org>
References: <20030418093826.GC21279@gocept.com> <20030423013348.GD18575@spacepants.org>
Message-ID: <20030423191117.GD20573@gocept.com>

On Wed, Apr 23, 2003 at 11:33:48AM +1000, Jamie Wilkinson wrote:
> This one time, at band camp, Christian Zagrodnick wrote:
> >Hi there
> >
> >I still have with this crasy query Jamie Wilkinson already noted in 
> >http://lists.fsck.com/pipermail/rt-users/2003-April/013222.html
> >
> >I installed the latest SearchBuilder and it is still way slow.
> 
> Are you absolutely sure that you are using the latest SearchBuilder?  Have
> you restarted apache (if you're using mod_perl)?

Yes, letting PG log the queries show explicit joins.

-- 
Christian Zagrodnick

gocept gmbh & co. kg - schalaunische strasse 6 - 06366 koethen/anhalt
fon. +49 3496 3099112, +49 179 1463644
fax. +49 3496 3099118




From rla at id.pl  Wed Apr 23 16:04:46 2003
From: rla at id.pl (Ryszard Lach)
Date: Wed, 23 Apr 2003 22:04:46 +0200
Subject: [rt-users] Why is contrib for 3.0 empty?
Message-ID: <20030423220446.0d6c8ae0.rla@id.pl>

Hi.

Does anybody know why are all directories at 
http://www.fsck.com/pub/rt/contrib/3.0/ empty?

R.

-- 
** Internet Designers S.A., ul. Przedmiejska 6-10, 54-201 Wroc?aw **
 tel. (071) 35 00 445 w. 25; fax (071) 37 35 946; http://www.id.pl/


From ArtMorales at scionpharma.com  Wed Apr 23 16:07:42 2003
From: ArtMorales at scionpharma.com (Art Morales)
Date: Wed, 23 Apr 2003 16:07:42 -0400
Subject: [rt-users] Priorities not going up?
Message-ID: 

Hi All,

I have set up the priorities on the Queues to start at 25 and over time
go up to 99, but this never happens... (Tickets are set to be due 2 days
after opening).

Thanks!

Art

PS, is anyone else getting crazy spam by posting to this list?  Is there
a way to protect the email addresses in the list archives?



From herbert at isis.visi.com  Wed Apr 23 16:13:07 2003
From: herbert at isis.visi.com (Benjamin Herbert)
Date: Wed, 23 Apr 2003 15:13:07 -0500
Subject: [rt-users] RT::Handle.pm problem
Message-ID: <20030423201307.GC8280@isis.visi.com>

I am installing a fresh version of RT on a redhat 7.3 box.  I have
configured and installed RT and have loaded the initial database.  I
have configured the web interface as suche:

#------------------------------------------------------------------------#
# Request Tracker server (rt.my.domain)
#------------------------------------------------------------------------#

ServerAdmin webmaster at my.domain
DocumentRoot /usr/local/rt3/share/html
ServerName rt.my.domain
AddDefaultCharset UTF-8
PerlModule Apache::DBI
PerlRequire /usr/local/rt3/bin/webmux.pl

   SetHandler perl-script
   PerlHandler RT::Mason




#------------------------------------------------------------------------#

When trying to access the web interface I get an Internal Server Error
and this error in the logs:

Can't locate object method "new" via package "RT::Handle" at
/usr/local/rt3/lib/RT.pm line 122


I looked at the FAQ and it says that it probably is because my Database
variable is set wrong.  I am using mysql and this is the entry in
/usr/local/rt3/etc/RT_Config.pm:

Set($DatabaseType , 'mysql');

All the permission are correct.  From the code in RT.pm it seems that a
subroutine named "new" should be in Handle.pm.  There is no such subroutine
in /usr/local/rt3/lib/RT/Handle.pm.  I am not a coder so my logic might
be flawed.

Does anybody have any ideas?  Thank you for your time.

-Benjamin


From matt_lists at careercast.com  Wed Apr 23 16:31:33 2003
From: matt_lists at careercast.com (Matt Simonsen)
Date: 23 Apr 2003 13:31:33 -0700
Subject: [rt-users] Why is contrib for 3.0 empty?
In-Reply-To: <20030423220446.0d6c8ae0.rla@id.pl>
References: <20030423220446.0d6c8ae0.rla@id.pl>
Message-ID: <1051129893.2359.109.camel@mattsworkstation>

On Wed, 2003-04-23 at 13:04, Ryszard Lach wrote:
> Hi.
> 
> Does anybody know why are all directories at 
> http://www.fsck.com/pub/rt/contrib/3.0/ empty?

I suspect nothing has been contributed... or just not posted yet. I've
never seen anything in there. 

I am currently writing a script I plan to submit to Jesse- maybe it'll
be the first!

Matt



From rspier at pobox.com  Wed Apr 23 17:26:46 2003
From: rspier at pobox.com (Robert Spier)
Date: Wed, 23 Apr 2003 14:26:46 -0700
Subject: [rt-users] Priorities not going up?
In-Reply-To: 
References: 
Message-ID: 


Art Morales wrote:
> I have set up the priorities on the Queues to start at 25 and over time
> go up to 99, but this never happens... (Tickets are set to be due 2 days
> after opening).

You need to run the EscalatePriority script nightly.

-R


From frankie at etsetb.upc.es  Wed Apr 23 17:28:39 2003
From: frankie at etsetb.upc.es (Francesc Guasch)
Date: Wed, 23 Apr 2003 23:28:39 +0200
Subject: [rt-users] RT 3.0 Speed
References: <20030422153007.A72514@shaitan.lightconsulting.com> <20030423043300.GD1116@not.autrijus.org> <20030423114205.A32838@shaitan.lightconsulting.com>
Message-ID: <3EA70587.1090407@etsetb.upc.es>

Dean Kao wrote:
> I think I'm going to look into caching hack for QuickSearch.

Have you considered using the mason caching api ?

Something like this in the autohandler should help :

<%init>
return if $r->uri eq '/index.html'
   && !keys %ARGS
   && $m->cache_self(expire_in => '5 mins',key=> '/');




From nouveaux at lightconsulting.com  Wed Apr 23 18:45:19 2003
From: nouveaux at lightconsulting.com (Dean Kao)
Date: Wed, 23 Apr 2003 15:45:19 -0700
Subject: [rt-users] RT 3.0 Speed
In-Reply-To: <3EA70587.1090407@etsetb.upc.es>; from frankie@etsetb.upc.es on Wed, Apr 23, 2003 at 11:28:39PM +0200
References: <20030422153007.A72514@shaitan.lightconsulting.com> <20030423043300.GD1116@not.autrijus.org> <20030423114205.A32838@shaitan.lightconsulting.com> <3EA70587.1090407@etsetb.upc.es>
Message-ID: <20030423154519.A31058@shaitan.lightconsulting.com>

> 
> Have you considered using the mason caching api ?
> 
> Something like this in the autohandler should help :
> 
> <%init>
> return if $r->uri eq '/index.html'
>    && !keys %ARGS
>    && $m->cache_self(expire_in => '5 mins',key=> '/');
> 

That's exactly what I did.  This is a quick little hack
which has increased the speed of RT homepage significantly.
I'm thinking of investing some time into getting caching
integrated to commonly used functionalities of RT.  I'll
see how far I get into it.

Dean
-------------- next part --------------
36,39d35
<      $Tickets->ClearRestrictions;                                           
<      $Tickets->LimitStatus(VALUE => "open");                                
<      $Tickets->LimitQueue(VALUE => $queue->Name, OPERATOR => '=');            
<      my $open = $Tickets->Count();
41,44c37,53
<      $Tickets->ClearRestrictions;                                           
<      $Tickets->LimitStatus(VALUE => "new");
<      $Tickets->LimitQueue(VALUE => $queue->Name, OPERATOR => '=');            
<      my $new = $Tickets->Count();
---
>      my $new = $m->cache->get($queue->Name . 'new');
> 	 if (! defined($new)){
>      	$Tickets->ClearRestrictions;                                           
>      	$Tickets->LimitStatus(VALUE => "new");
>      	$Tickets->LimitQueue(VALUE => $queue->Name, OPERATOR => '=');            
>      	$m->cache->set ($queue->Name . 'new', $Tickets->Count(), '5m');
> 	  	$new = $m->cache->get($queue->Name . 'new');
> 	 }
> 
>      my $open = $m->cache->get($queue->Name . 'open');
> 	 if (! defined($open)){
>      	$Tickets->ClearRestrictions;                                           
>      	$Tickets->LimitStatus(VALUE => "open");                                
>      	$Tickets->LimitQueue(VALUE => $queue->Name, OPERATOR => '=');            
>      	$m->cache->set ($queue->Name . 'open',$Tickets->Count(), '5m');
> 	  	$open = $m->cache->get($queue->Name . 'open');
> 	 }

From fox-rt_users at vulpes.net  Wed Apr 23 20:06:14 2003
From: fox-rt_users at vulpes.net (Jeremy Doran)
Date: 23 Apr 2003 17:06:14 -0700
Subject: [rt-users] Allowing a 'group' of customers to see certain tickets in a queue
Message-ID: <1051142774.23856.9.camel@pictus.engr.nominum.com>

In our support setup, a 'customer' is defined as a company, which can
have multiple points of contact (ie, multiple users each with their own
email addresses) 

We already have RT3 working so that the requestor of the ticket can only
see the tickets they requested. What we now need to have is the ability
for a user who is from the same company ('customer' for us) to be able
to see the tickets that another user from the same 'customer' sent in. 

To break it down to a simple example. 

User_A is user_a at company1.com
User_B is user_b at company1.com 
User_C is c_user at another_company.com

User_A sends in a ticket - #1
User_C sends in a ticket - #2
User_B sends in a ticket - #3

Both User_A and User_B should be able to see ticket #1 and ticket #3 but
_not_ ticket #2.

User_C should be able to see ticket #2, but not tickets #1 and #3.

Is this possible to do with RT3, and if so, how does one do it? 

Thanks,
-- 
Jeremy Doran 



From mwatson at netspace.net.au  Wed Apr 23 20:54:13 2003
From: mwatson at netspace.net.au (Matthew Watson)
Date: Thu, 24 Apr 2003 08:54:13 +0800
Subject: [rt-users] Email addresses case insensitive (RT 2.0.11)
In-Reply-To: <20030423-76c75d9876048856a84856531242f659@mail.boston.com>
References: <524749900.1051110608@matty> 
 <20030423-76c75d9876048856a84856531242f659@mail.boston.com>
Message-ID: <588594594.1051174453@matty>

somewhat..

we have the situation that

bob at company.com

and

BOB at company.com

are different customers, BOB at company.com is not really an email address but 
rather an indentifier for that customer within our primary customer 
database. So to link between RT and our customer Database we use the 
"Requestor" field, which naturally fails horribly if two customers have the 
same name but different casing.

What I would really like to do is link our database into RT using our 
internal userid's, but I don't have alot of time for RT hacking 
unfortunately.

Matt Watson
Netspace Online Systems.


--On Wednesday, 23 April 2003 1:34 PM -0400 darren chamberlain 
 wrote:

> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> * Robert Spier  [2003-04-23 13:13]:
>> Are you saying that your client has two addresses:
>>
>> bob at company.com
>>
>> and
>>
>> BOB at company.com
>>
>> and they are two different people?
>
> Technically, bob and BOB refer to _mailboxes_, which is not the same
> thing as _people_.
>
>> Your client has a very broken email system.
>
> Well...
>
>> I can't find the exact quite in RFC2822 (or related) which defines
>> case insensitivity, but it is generally accepted (and assumed) that
>> email addresses (like domain names) are case insensitive.  Any system
>> which violates this is going to be very unhappy.
>
> RFC2822 specifies that the left hand side (the "local part") is
> implementation specific; specifically, see section 3.4.1.  Sendmail's
> implementation (the most common, and, historically speaking, the primary
> reference implementation) falls back to case-insensitive local-part
> matching if a literal match is not found.
>
> (darren)
>
> - --
> Don't be ashamed to say what you are not ashamed to think.
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.2.1 (SunOS)
>
> iD8DBQE+ps7BzsinjrVhZaoRApo5AJ4nBqNho3/CiDeeH3QKdBkrwZrf5gCfYLl3
> ELsSd20dsAINVBmGR0JP6yw=
> =aeLD
> -----END PGP SIGNATURE-----
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm




From jaq at spacepants.org  Wed Apr 23 21:08:50 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Thu, 24 Apr 2003 11:08:50 +1000
Subject: [rt-users] Priorities not going up?
In-Reply-To: 
References: 
Message-ID: <20030424010850.GA31027@spacepants.org>

This one time, at band camp, Art Morales wrote:
>I have set up the priorities on the Queues to start at 25 and over time
>go up to 99, but this never happens... (Tickets are set to be due 2 days
>after opening).

Have a look at rt-crontool.

-- 
jaq at spacepants.org                           http://spacepants.org/jaq.gpg


From michael.cheshire at microarts.com.au  Thu Apr 24 01:10:49 2003
From: michael.cheshire at microarts.com.au (Michael T. Cheshire)
Date: Thu, 24 Apr 2003 14:40:49 +0930
Subject: [rt-users] Autorespond to Opening Tickets Via Email
Message-ID: <1678A60022973E4E936ABA52D4D86A6126B2E5@martsex.microarts.microarts.com.au>

Howdy,
 
RT would initially respond to emails sent in, I have since changed just
the text in the default reply template and now RT does not autoreply...
 
All the scrips are still there and appear to be correct. 
 
Any suggestions anyone?
 
-- 
Michael Cheshire          | mob : 61 402 277 092 
Senior Network Engineer   | ph : 1300 738 333 
Linux, NT/2K, Cisco       | fax : 61 8 8332 8666 
CCNA                      | eml : michaelc at microarts.com.au
  
Microarts                 | web : http://www.microarts.com.au
  
 
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From michael.cheshire at microarts.com.au  Thu Apr 24 01:27:38 2003
From: michael.cheshire at microarts.com.au (Michael T. Cheshire)
Date: Thu, 24 Apr 2003 14:57:38 +0930
Subject: [rt-users] Autorespond to Opening Tickets Via Email
Message-ID: <1678A60022973E4E936ABA52D4D86A6126B2E8@martsex.microarts.microarts.com.au>

I should add that RT still opens the ticket OK.
 
M.

	-----Original Message-----
	From: Michael T. Cheshire 
	Sent: Thursday, 24 April 2003 2:41 PM
	To: rt-users at lists.fsck.com
	Subject: [rt-users] Autorespond to Opening Tickets Via Email
	
	
	Howdy,
	 
	RT would initially respond to emails sent in, I have since
changed just the text in the default reply template and now RT does not
autoreply...
	 
	All the scrips are still there and appear to be correct. 
	 
	Any suggestions anyone?
	 
	-- 
	Michael Cheshire          | mob : 61 402 277 092 
	Senior Network Engineer   | ph : 1300 738 333 
	Linux, NT/2K, Cisco       | fax : 61 8 8332 8666 
	CCNA                      | eml : michaelc at microarts.com.au
  
	Microarts                 | web : http://www.microarts.com.au
  
	 

-------------- next part --------------
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From michael.cheshire at microarts.com.au  Thu Apr 24 02:53:01 2003
From: michael.cheshire at microarts.com.au (Michael T. Cheshire)
Date: Thu, 24 Apr 2003 16:23:01 +0930
Subject: [rt-users] Autorespond to Opening Tickets Via Email
Message-ID: <1678A60022973E4E936ABA52D4D86A6126B2F0@martsex.microarts.microarts.com.au>

Hmmm further to that the log file indicates the following :
 
[Thu Apr 24 06:30:14 2003] [debug]: Converting 'us-ascii' to 'utf-8'
(/opt/rt3/lib/RT/I18N.pm:278)
[Thu Apr 24 06:30:15 2003] [debug]: Max size is 10000000
 (/opt/rt3/lib/RT/Attachment_Overlay.pm:184)
[Thu Apr 24 06:30:16 2003] [error]: error:    unexpected end of header
 
 (/opt/rt3/lib/RT/Template_Overlay.pm:339)
[Thu Apr 24 06:30:16 2003] [info]: RT::Scrip=HASH(0x9471250): Couldn't
prepare Autoreply To Requestors (/opt/rt3/lib/RT/Scrip_Overlay.pm:338)
[Thu Apr 24 06:30:16 2003] [info]:
 #28/56 - Scrip 3
(/opt/rt3/lib/RT/Action/SendEmail.pm:91)
[Thu Apr 24 06:30:17 2003] [info]:
 No recipients
found. Not sending.
 (/opt/rt3/lib/RT/Action/SendEmail.pm:170)
[Thu Apr 24 06:30:17 2003] [error]: error:    unexpected end of header
 
 (/opt/rt3/lib/RT/Template_Overlay.pm:339)
[Thu Apr 24 06:30:17 2003] [info]: RT::Scrip=HASH(0x94776c0): Couldn't
prepare Autoreply To Requestors (/opt/rt3/lib/RT/Scrip_Overlay.pm:338)
[Thu Apr 24 06:30:17 2003] [info]: Ticket 28 created in queue 'General'
by mcheshire (/opt/rt3/lib/RT/Ticket_Overlay.pm:589)


	-----Original Message-----
	From: Michael T. Cheshire 
	Sent: Thursday, 24 April 2003 2:58 PM
	To: Michael T. Cheshire; rt-users at lists.fsck.com
	Subject: RE: [rt-users] Autorespond to Opening Tickets Via Email
	
	
	I should add that RT still opens the ticket OK.
	 
	M.

		-----Original Message-----
		From: Michael T. Cheshire 
		Sent: Thursday, 24 April 2003 2:41 PM
		To: rt-users at lists.fsck.com
		Subject: [rt-users] Autorespond to Opening Tickets Via
Email
		
		
		Howdy,
		 
		RT would initially respond to emails sent in, I have
since changed just the text in the default reply template and now RT
does not autoreply...
		 
		All the scrips are still there and appear to be correct.

		 
		Any suggestions anyone?
		 
		-- 
		Michael Cheshire          | mob : 61 402 277 092 
		Senior Network Engineer   | ph : 1300 738 333 
		Linux, NT/2K, Cisco       | fax : 61 8 8332 8666 
		CCNA                      | eml :
michaelc at microarts.com.au   
		Microarts                 | web :
http://www.microarts.com.au   
		 

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From pape-rt at inf.fu-berlin.de  Thu Apr 24 03:33:49 2003
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Thu, 24 Apr 2003 09:33:49 +0200
Subject: Patches for canonicalizing Emailadresses in all contexts (was Re:
 [rt-users] Problems with CanonicalizeEmailAddress in RT3)
In-Reply-To: <2147483647.1050186254@otdial-212-144-011-028.arcor-ip.net>
References: <2147483647.1049973256@[10.0.255.35]>
 <2147483647.1050186254@otdial-212-144-011-028.arcor-ip.net>
Message-ID: <2147483647.1051176829@[10.0.255.35]>

The problem (as describes from me in the thread):

if you used the feature to canonicalize Email-Adresses (merging Email 
adresses to one user), this canonicalization does not happen in all 
contexts where it was nessecary:

it did only take place, when loading a user by Email address into the 
system (User->LoadFromEmail)

it did not take place in the following contexts:

1. loading a CurrentUser from Email (CurrentUser->LoadFromEmail)
2. creating a new User (User->Create), e.g. when receiving a request from a 
new Email

esp. the latter is definitely a bug since it makes mailgate to throw an 
exception and not to handle the new mail, because the User is created with 
the old email address but the system later tries to load it with the 
canonicalized email address (user does not exist!!).

I also patched another bug (wrong backslash before 
$RT::CanonicalizeEmailAddressMatch in CanonicalizeEmailAddress)

I attach two files (CurrentUser_Local.pm an User_Local.pm), which I used to 
overload the necessary functions in Current_User.pm and User_Overlay.pm.

If someone would merge this with the current code, I would be happy.

Regards,
Dirk.

--Am Samstag, 12. April 2003 22:24 Uhr +0200 schrieb Dirk Pape 
:

> Indeed I found that canonicalizeEmailAdress is *not* called on the
> from-adress when new email is received.
>
> The problem is that lib/RT/Interfaces/Email/Auth/MailFrom.pm calls
> CurrentUser->LoadFromEmail which is not "overlayed" in the same way as
> User->LoadFromEmail is in lib/RT/User_Overlay.pm
>
> I could change the behaviour to the (by me) intended one by patching
> lib/RT/Interfaces/Email/Auth/MailFrom.pm to use User->LoadFromEmail
> instead of CurrentUser->LoadFromEmail
>
> But then I ran into another error, which is suspect:
>
> RT3 accepts the email as a ticket but also bounces me an error message.
>
> before I write a CurrentUser_Overlay.pm in calling
> CanoicalizeEmailAddress in the same way as User::LoadFromEmail I wonder
>
> A) is it an intended change from RT2 to RT3 to *not* canonicalize
> Email-Adresses on receives? B) if yes, why is it so
> C) if no, what is the correct way to eliminate the bug?
>
> Thanks,
> Dirk.
>
> --On Donnerstag, 10. April 2003 11:14 Uhr +0200 Dirk Pape
>  wrote:
>
>> I am on the way to configure RT3 to behave like our "old" RT2 system.
>>
>> In RT2 we had changed the CanonicalizeEmailAddress subroutine in
>> config.pm to change email-adresses from domain "inf.fu-berlin.de" to
>> "mi.fu-berlin.de".
>>
>> In RT3 - to acchieve the same result - I defined in RT_Siteconfig.pm:
>>
>> Set($CanonicalizeEmailAddressMatch   , 'inf.fu-berlin.de$');
>> Set($CanonicalizeEmailAddressReplace , 'mi.fu-berlin.de');
>>
>> with the effect that pape at inf.fu-berlin.de cannot create tickets in a
>> queue where pape at mi.fu-berlin.de has rights to create. (I get the "Ticket
>> creation failed" mail)
>>
>> I verified that pape at mi.fu-berlin.de *can* create and
>> pape at inf.fu-berlin.de cannot create, so I think address canonicalization
>> does not take place.
>>
>> In a second step I patched lib/RT/User_Overlay.pm directly by copying the
>> subroutine CanonicalizeEmailAddress from our RT2-configuration into that
>> file.
>>
>> I restarted apache afterwards.
>>
>> But the behavior did not change: pape at mi.fu-berlin.de *can* create and
>> pape at inf.fu-berlin.de cannot create.
>>
>> Did anything change from RT2 to RT3 in the context where
>> CanonicalizeEmailAddress is called?
>>
>> Thanks,
>> Dirk.
>> _______________________________________________
>> rt-users mailing list
>> rt-users at lists.fsck.com
>> http://lists.fsck.com/mailman/listinfo/rt-users
>>
>> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



-------------- next part --------------
use strict;
no warnings qw(redefine);

sub CanonicalizeEmailAddress {
    my $self = shift;
    my $email = shift;
    # Example: the following rule would treat all email
    # coming from a subdomain as coming from second level domain
    # foo.com
    if ($RT::CanonicalizeEmailAddressMatch && $RT::CanonicalizeEmailAddressReplace ) {
        $email =~ s/$RT::CanonicalizeEmailAddressMatch/$RT::CanonicalizeEmailAddressReplace/gi;
    }
    return ($email);
}

sub Create {
    my $self = shift;
    my %args = (
        Privileged => 0,
        Disabled => 0,
        EmailAddress => '',
        @_    # get the real argumentlist
    );

# the next two lines to cope with caonicalizing email addresses
# when creating users. Remember that for new users (autocreated on ticket
# submission) Name=EmailAddress, Hence Name has to be corrected as well.

    $args{'EmailAddress'} = $self->CanonicalizeEmailAddress($args{'EmailAddress'}); #!!pape
    $args{'Name'} = $self->CanonicalizeEmailAddress($args{'Name'}); #!!pape

    #Check the ACL
    unless ( $self->CurrentUser->HasRight(Right => 'AdminUsers', Object => $RT::System) ) {
        return ( 0, $self->loc('No permission to create users') );
    }


    # Privileged is no longer a column in users
    my $privileged = $args{'Privileged'};
    delete $args{'Privileged'};


    if ($args{'CryptedPassword'} ) {
        $args{'Password'} = $args{'CryptedPassword'};
        delete $args{'CryptedPassword'};
    }
    elsif ( !$args{'Password'} ) {
        $args{'Password'} = '*NO-PASSWORD*';
    }
    elsif ( length( $args{'Password'} ) < $RT::MinimumPasswordLength ) {
        return ( 0, $self->loc("Password too short") );
    }

    else {
        $args{'Password'} = $self->_GeneratePassword($args{'Password'});
    }

    #TODO Specify some sensible defaults.

    unless ( defined( $args{'Name'} ) ) {
        return ( 0, $self->loc("Must specify 'Name' attribute") );
    }

    #SANITY CHECK THE NAME AND ABORT IF IT'S TAKEN
    if ($RT::SystemUser) {   #This only works if RT::SystemUser has been defined
        my $TempUser = RT::User->new($RT::SystemUser);
        $TempUser->Load( $args{'Name'} );
        return ( 0, $self->loc('Name in use') ) if ( $TempUser->Id );

        return ( 0, $self->loc('Email address in use') )
          unless ( $self->ValidateEmailAddress( $args{'EmailAddress'} ) );
    }
    else {
        $RT::Logger->warning( "$self couldn't check for pre-existing users");
    }


    $RT::Handle->BeginTransaction();
    # Groups deal with principal ids, rather than user ids.
    # When creating this user, set up a principal Id for it.
    my $principal = RT::Principal->new($self->CurrentUser);
    my $principal_id = $principal->Create(PrincipalType => 'User',
                                Disabled => $args{'Disabled'},
                                ObjectId => '0');
    $principal->__Set(Field => 'ObjectId', Value => $principal_id);
    # If we couldn't create a principal Id, get the fuck out.
    unless ($principal_id) {
        $RT::Handle->Rollback();
        $self->crit("Couldn't create a Principal on new user create. Strange things are afoot at the circle K");
        return ( 0, $self->loc('Could not create user') );
    }

    delete $args{'Disabled'};

    $self->SUPER::Create(id => $principal_id , %args);
    my $id = $self->Id;

    #If the create failed.
    unless ($id) {
        $RT::Logger->error("Could not create a new user - " .join('-'. %args));

        return ( 0, $self->loc('Could not create user') );
    }


    #TODO post 2.0
    #if ($args{'SendWelcomeMessage'}) {
    #	#TODO: Check if the email exists and looks valid
    #	#TODO: Send the user a "welcome message" 
    #}



    my $aclstash = RT::Group->new($self->CurrentUser);
    my $stash_id = $aclstash->_CreateACLEquivalenceGroup($principal);

    unless ($stash_id) {
        $RT::Handle->Rollback();
        $self->crit("Couldn't stash the user in groumembers");
        return ( 0, $self->loc('Could not create user') );
    }

    $RT::Handle->Commit;

    #$RT::Logger->debug("Adding the user as a member of everyone"); 
    my $everyone = RT::Group->new($self->CurrentUser);
    $everyone->LoadSystemInternalGroup('Everyone');
    $everyone->AddMember($self->PrincipalId);

    if ($privileged)  {
        my $priv = RT::Group->new($self->CurrentUser);
        #$RT::Logger->debug("Making ".$self->Id." a privileged user");
        $priv->LoadSystemInternalGroup('Privileged');
        $priv->AddMember($self->PrincipalId);  
    } else {
        my $unpriv = RT::Group->new($self->CurrentUser);
        #$RT::Logger->debug("Making ".$self->Id." an unprivileged user");
        $unpriv->LoadSystemInternalGroup('Unprivileged');
        $unpriv->AddMember($self->PrincipalId);  
    }


   #  $RT::Logger->debug("Finished creating the user");
    return ( $id, $self->loc('User created') );
}

1;
-------------- next part --------------
use strict;
no warnings qw(redefine);

sub LoadByEmail {
    my $self    = shift;
    my $address = shift;

    # Never load an empty address as an email address.
    unless ($address) {
        return (undef);
    }

    $address = $self->CanonicalizeEmailAddress($address);

    #$RT::Logger->debug("Trying to load an email address: $address\n");
    return $self->LoadByCol( "EmailAddress", $address );
}

# copied from User_Overlay.pm
# we need canonicalizing also in CurrentUser->LoadByEmail

sub CanonicalizeEmailAddress {
    my $self = shift;
    my $email = shift;
    # Example: the following rule would treat all email
    # coming from a subdomain as coming from second level domain
    # foo.com

#    $RT::Logger->log(level => 'debug',
#                     message => "!!pape-vorher: $email"
#                    );

    if ($RT::CanonicalizeEmailAddressMatch && $RT::CanonicalizeEmailAddressReplace ) {
        $email =~ s/$RT::CanonicalizeEmailAddressMatch/$RT::CanonicalizeEmailAddressReplace/gi;
    }

#    $RT::Logger->log(level => 'debug',
#                     message => "!!pape-nachher: $email"
#                    );

    return ($email);
}

1;

From richard.de.jong at framfab.nl  Thu Apr 24 03:51:15 2003
From: richard.de.jong at framfab.nl (Richard de Jong)
Date: Thu, 24 Apr 2003 09:51:15 +0200
Subject: [rt-users] rt3, external auth, httpd.conf
Message-ID: <6644577A35779B498555C8A8FB444720046421@nlamsmail.nqff.nl>

Hi Carrie,

I came across the same problem, and this works for me (Apache 1.3),
"LocationMatch" does the trick.



    AddDefaultCharset UTF-8

    PerlModule Apache::DBI
    PerlRequire /opt/rt3/bin/webmux.pl

    
        SetHandler perl-script
        PerlHandler RT::Mason
    
    
        Satisfy Any
        Allow from all
    
    
        AuthPAM_Enabled On
        AuthPAM_FallThrough On
        AuthType Basic
        AuthName "Log in using NT account"
        require valid-user
    


-----Original Message-----
From: CARRIE COY [mailto:ccoy at ssww.com]
Sent: woensdag 23 april 2003 19:06
To: rt-users
Subject: [rt-users] rt3, external auth, httpd.conf


What is the httpd.conf entry supposed to look like if one is using 
external authentication?  

The webu ui works fine with the entry below, but mailgate fails with a 
"404 Authentication Error".  If I remove the authentication lines, 
 mailgate works but then I'm not using external authentication...

How can I exempt the "NoAuth" documents from Apache authentication  ????????

DocumentRoot /usr/local/rt3/share/html
ErrorLog /usr/local/apache/logs/rterror_log
CustomLog /usr/local/apache/logs/rtaccess_log combined
AddDefaultCharset UTF-8
ServerName innuendo.ssww.com
PerlModule Apache::DBI
PerlRequire /usr/local/rt3/bin/webmux.pl

  SetHandler perl-script
  PerlHandler RT::Mason
 AuthName "Login"
 AuthType Basic
 PerlSetVar BaseDN dc=ssww,dc=com
 PerlSetVar LDAPServer ldap.ssww.com
 PerlAuthenHandler Apache::AuthLDAP
 require valid-user


-- 
Carrie Coy
S&S Worldwide
(860) 537-3451 x2357


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

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


From pape-rt at inf.fu-berlin.de  Thu Apr 24 04:00:16 2003
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Thu, 24 Apr 2003 10:00:16 +0200
Subject: [rt-users] why is mail from RT3 not marked with charset=utf-8
Message-ID: <2147483647.1051178416@[10.0.255.35]>

for me, mail coming from RT (Version 3.0.1), e.g. AutoReplies are sended in 
Unicode (utf-8) but the mail is not marked as such, hence my MUA tries to 
display ISO-Latin1 and fails.

Is this a bug or misconfiguration on my side.

Thamks,
Dirk.


From chad at idworld.net  Thu Apr 24 04:31:33 2003
From: chad at idworld.net (Chad Scott)
Date: Thu, 24 Apr 2003 01:31:33 -0700
Subject: [rt-users] Autorespond to Opening Tickets Via Email
In-Reply-To: <1678A60022973E4E936ABA52D4D86A6126B2F0@martsex.microarts.microarts.com.au>
Message-ID: <27DBB2A4-762F-11D7-AA2F-000393A702EE@idworld.net>

I just had a similar problem not but five minutes ago... turns out I 
was missing a } as a closure to a {...

The template parser spits out nothing meaningful if it fails to parse 
your template and sendmail is what's barfing with regard to "unexpected 
end of headers"...

Check your template VERY closely... make sure you're referring to 
objects that really exist and you've got all of your {}'s in order.

On Wednesday, April 23, 2003, at 11:53 PM, Michael T. Cheshire wrote:

> Hmmm further to that the log file indicates the following :
> ?
> [Thu Apr 24 06:30:14 2003] [debug]: Converting 'us-ascii' to 'utf-8' 
> (/opt/rt3/lib/RT/I18N.pm:278)
> [Thu Apr 24 06:30:15 2003] [debug]: Max size is 10000000
> ?(/opt/rt3/lib/RT/Attachment_Overlay.pm:184)
> [Thu Apr 24 06:30:16 2003] [error]: error:??? unexpected end of header
> ?
> ?(/opt/rt3/lib/RT/Template_Overlay.pm:339)
> [Thu Apr 24 06:30:16 2003] [info]: RT::Scrip=HASH(0x9471250): Couldn't 
> prepare Autoreply To Requestors (/opt/rt3/lib/RT/Scrip_Overlay.pm:338)
> [Thu Apr 24 06:30:16 2003] [info]: 
>  #28/56 - Scrip 
> 3? (/opt/rt3/lib/RT/Action/SendEmail.pm:91)
> [Thu Apr 24 06:30:17 2003] [info]: 
>  No recipients 
> found. Not sending.
> ?(/opt/rt3/lib/RT/Action/SendEmail.pm:170)
> [Thu Apr 24 06:30:17 2003] [error]: error:??? unexpected end of header
> ?
> ?(/opt/rt3/lib/RT/Template_Overlay.pm:339)
> [Thu Apr 24 06:30:17 2003] [info]: RT::Scrip=HASH(0x94776c0): Couldn't 
> prepare Autoreply To Requestors (/opt/rt3/lib/RT/Scrip_Overlay.pm:338)
> [Thu Apr 24 06:30:17 2003] [info]: Ticket 28 created in queue 
> 'General' by mcheshire (/opt/rt3/lib/RT/Ticket_Overlay.pm:589)
>
>
> -----Original Message-----
> From: Michael T. Cheshire
> Sent: Thursday, 24 April 2003 2:58 PM
> To: Michael T. Cheshire; rt-users at lists.fsck.com
> Subject: RE: [rt-users] Autorespond to Opening Tickets Via Email
>
> I should add that RT still opens the ticket OK.
> ?
> M.
>
>
> -----Original Message-----
> From: Michael T. Cheshire
> Sent: Thursday, 24 April 2003 2:41 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Autorespond to Opening Tickets Via Email
>
> Howdy,
> ?
> RT would initially respond to emails sent in, I have since changed 
> just the text in the default reply template and now RT does not 
> autoreply...
> ?
> All the scrips are still there and appear to be correct.
> ?
> Any suggestions anyone?
> ?
> --
> Michael Cheshire ???????? | mob : 61 402 277 092
> Senior Network Engineer?? | ph : 1300 738 333
> Linux, NT/2K, Cisco?????? | fax : 61 8 8332 8666
> CCNA????????????????????? | eml : michaelc at microarts.com.au
> Microarts???????????????? | web : http://www.microarts.com.au
> ?
>


From ron.gidron at shunra.com  Thu Apr 24 06:17:27 2003
From: ron.gidron at shunra.com (Ron Gidron)
Date: Thu, 24 Apr 2003 12:17:27 +0200
Subject: [rt-users] search based on keywords in the body of the ticket rather then on the subject
Message-ID: 

Has anyone implemented this? I would be happy to take the task and add this
functionality but it seams as something that must have been thought of before so
could anyone enlighten me (Jesse..?), why is it not part of RT (3.0)? how would
one go about searching like that (is it $Ticket->body ? ...)

Thanks
Ron
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From michael.cheshire at microarts.com.au  Thu Apr 24 06:13:11 2003
From: michael.cheshire at microarts.com.au (Michael T. Cheshire)
Date: Thu, 24 Apr 2003 19:43:11 +0930
Subject: [rt-users] Autorespond to Opening Tickets Via Email
Message-ID: <1678A60022973E4E936ABA52D4D86A6126B2F3@martsex.microarts.microarts.com.au>

Right you were :)

Sorry for bothering you all with something so trivial...

M.

-----Original Message-----
From: Chad Scott [mailto:chad at idworld.net] 
Sent: Thursday, 24 April 2003 6:02 PM
To: Michael T. Cheshire
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Autorespond to Opening Tickets Via Email


I just had a similar problem not but five minutes ago... turns out I 
was missing a } as a closure to a {...

The template parser spits out nothing meaningful if it fails to parse 
your template and sendmail is what's barfing with regard to "unexpected 
end of headers"...

Check your template VERY closely... make sure you're referring to 
objects that really exist and you've got all of your {}'s in order.

On Wednesday, April 23, 2003, at 11:53 PM, Michael T. Cheshire wrote:

> Hmmm further to that the log file indicates the following :
> ?
> [Thu Apr 24 06:30:14 2003] [debug]: Converting 'us-ascii' to 'utf-8'
> (/opt/rt3/lib/RT/I18N.pm:278)
> [Thu Apr 24 06:30:15 2003] [debug]: Max size is 10000000
> ?(/opt/rt3/lib/RT/Attachment_Overlay.pm:184)
> [Thu Apr 24 06:30:16 2003] [error]: error:??? unexpected end of header
> ?
> ?(/opt/rt3/lib/RT/Template_Overlay.pm:339)
> [Thu Apr 24 06:30:16 2003] [info]: RT::Scrip=HASH(0x9471250): Couldn't
> prepare Autoreply To Requestors (/opt/rt3/lib/RT/Scrip_Overlay.pm:338)
> [Thu Apr 24 06:30:16 2003] [info]: 
>  #28/56 - Scrip 
> 3? (/opt/rt3/lib/RT/Action/SendEmail.pm:91)
> [Thu Apr 24 06:30:17 2003] [info]: 
>  No recipients 
> found. Not sending.
> ?(/opt/rt3/lib/RT/Action/SendEmail.pm:170)
> [Thu Apr 24 06:30:17 2003] [error]: error:??? unexpected end of header
> ?
> ?(/opt/rt3/lib/RT/Template_Overlay.pm:339)
> [Thu Apr 24 06:30:17 2003] [info]: RT::Scrip=HASH(0x94776c0): Couldn't
> prepare Autoreply To Requestors (/opt/rt3/lib/RT/Scrip_Overlay.pm:338)
> [Thu Apr 24 06:30:17 2003] [info]: Ticket 28 created in queue 
> 'General' by mcheshire (/opt/rt3/lib/RT/Ticket_Overlay.pm:589)
>
>
> -----Original Message-----
> From: Michael T. Cheshire
> Sent: Thursday, 24 April 2003 2:58 PM
> To: Michael T. Cheshire; rt-users at lists.fsck.com
> Subject: RE: [rt-users] Autorespond to Opening Tickets Via Email
>
> I should add that RT still opens the ticket OK.
> ?
> M.
>
>
> -----Original Message-----
> From: Michael T. Cheshire
> Sent: Thursday, 24 April 2003 2:41 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Autorespond to Opening Tickets Via Email
>
> Howdy,
> ?
> RT would initially respond to emails sent in, I have since changed
> just the text in the default reply template and now RT does not 
> autoreply...
> ?
> All the scrips are still there and appear to be correct.
> ?
> Any suggestions anyone?
> ?
> --
> Michael Cheshire ???????? | mob : 61 402 277 092
> Senior Network Engineer?? | ph : 1300 738 333
> Linux, NT/2K, Cisco?????? | fax : 61 8 8332 8666
> CCNA????????????????????? | eml : michaelc at microarts.com.au Microarts???????????????? 
> | web : http://www.microarts.com.au
> ?
>


From pape-rt at inf.fu-berlin.de  Thu Apr 24 06:43:06 2003
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Thu, 24 Apr 2003 12:43:06 +0200
Subject: [rt-users] error when taking a ticket
Message-ID: <2147483647.1051188186@[10.0.255.35]>

On a ticket page, I clicked on the link "Take" and get the following error. 
The ticket is suspect anyway because it lost its original subject and I 
found it in a wrong queue. It has been imported from rt2, so this may 
indicate a buggy import.

Regards Dirk.

Can't call method "Delete" on an undefined value at 
/export/rt3/lib/RT/Ticket_Overlay.pm line 3049.


Trace begun at 
/export/perl-5.8.0/lib/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 121
HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Delete" on 
an undefined value at /export/rt3/lib/RT/Ticket_Overlay.pm line 3049.^J') 
called at /export/perl-5.8.0/lib/site_perl/5.8.0/HTML/Mason/Request.pm line 
281
HTML::Mason::Request::__ANON__('Can\'t call method "Delete" on an undefined 
value at /export/rt3/lib/RT/Ticket_Overlay.pm line 3049.^J') called at 
/export/rt3/lib/RT/Ticket_Overlay.pm line 3049
RT::Ticket::SetOwner('RT::Ticket=HASH(0x9367874)', 112, 'Take') called at 
/export/rt3/lib/RT/Ticket_Overlay.pm line 3111
RT::Ticket::Take('RT::Ticket=HASH(0x9367874)') called at 
/export/rt3/share/html/Ticket/Display.html line 89
HTML::Mason::Commands::__ANON__('Action', 'Take', 'id', 2830, 'Action', 
'Take', 'id', 2830) called at 
/export/perl-5.8.0/lib/site_perl/5.8.0/HTML/Mason/Component.pm line 133
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x92eea
44)', 'Action', 'Take', 'id', 2830, 'Action', 'Take', 'id', 2830) called at 
/export/perl-5.8.0/lib/site_perl/5.8.0/HTML/Mason/Request.pm line 1045
eval {...}('HTML::Mason::Component::FileBased=HASH(0x92eea44)', 'Action', 
'Take', 'id', 2830, 'Action', 'Take', 'id', 2830) called at 
/export/perl-5.8.0/lib/site_perl/5.8.0/HTML/Mason/Request.pm line 1039
HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x9250
afc)', 'HTML::Mason::Component::FileBased=HASH(0x92eea44)', 'Action', 
'Take', 'id', 2830, 'Action', 'Take', 'id', 2830) called at 
/export/perl-5.8.0/lib/site_perl/5.8.0/HTML/Mason/Request.pm line 735
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0
x9250afc)', 'Action', 'Take', 'id', 2830) called at 
/export/rt3/share/html/autohandler line 148
HTML::Mason::Commands::__ANON__('Action', 'Take', 'id', 2830) called at 
/export/perl-5.8.0/lib/site_perl/5.8.0/HTML/Mason/Component.pm line 133
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x87811
90)', 'Action', 'Take', 'id', 2830) called at 
/export/perl-5.8.0/lib/site_perl/5.8.0/HTML/Mason/Request.pm line 1040
eval {...}('HTML::Mason::Component::FileBased=HASH(0x8781190)', 'Action', 
'Take', 'id', 2830) called at 
/export/perl-5.8.0/lib/site_perl/5.8.0/HTML/Mason/Request.pm line 1039
HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x9250
afc)', 'HASH(0x92d8d84)', 
'HTML::Mason::Component::FileBased=HASH(0x8781190)', 'Action', 'Take', 
'id', 2830) called at 
/export/perl-5.8.0/lib/site_perl/5.8.0/HTML/Mason/Request.pm line 336
eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9250afc)', 
'HASH(0x92d8d84)', 'HTML::Mason::Component::FileBased=HASH(0x8781190)', 
'Action', 'Take', 'id', 2830) called at 
/export/perl-5.8.0/lib/site_perl/5.8.0/HTML/Mason/Request.pm line 336
eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9250afc)', 
'HASH(0x92d8d84)', 'HTML::Mason::Component::FileBased=HASH(0x8781190)', 
'Action', 'Take', 'id', 2830) called at 
/export/perl-5.8.0/lib/site_perl/5.8.0/HTML/Mason/Request.pm line 296
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9250
afc)') called at 
/export/perl-5.8.0/lib/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134
eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9250afc)') called at 
/export/perl-5.8.0/lib/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHand
ler=HASH(0x9250afc)') called at 
/export/perl-5.8.0/lib/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 787
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH
(0x8814a54)', 'Apache=SCALAR(0x8676194)') called at 
/export/rt3/bin/webmux.pl line 118
RT::Mason::handler('Apache=SCALAR(0x8676194)') called at /dev/null line 0
eval {...}('Apache=SCALAR(0x8676194)') called at /dev/null line 0 


From mariana.lopes at multicert.com  Thu Apr 24 09:02:25 2003
From: mariana.lopes at multicert.com (Mariana Martins Lopes)
Date: Thu, 24 Apr 2003 14:02:25 +0100
Subject: [rt-users] rt-2.0-to-dumpfile -Problem
Message-ID: <3EA7E061.5070302@multicert.com>

Hello!
when I try to execute rt-2.0-to-dumpfile, over my postgresql DB, I get 
the following error:
RT::KeywordSelect::ObjectVal Unimplemented in main. 
(./rt-2.0-to-dumpfile line 338)

Can anybody, please help me?
Thanks in advance, Mariana Lopes



From jeff.hoover at infotechfl.com  Thu Apr 24 10:21:42 2003
From: jeff.hoover at infotechfl.com (Jeff Hoover)
Date: Thu, 24 Apr 2003 10:21:42 -0400
Subject: [rt-users] Reports for RT3?
Message-ID: <5.1.0.14.0.20030424101507.0290ffa8@mail.infotechfl.com>

Has anyone modified the reports in the 2.0 contrib (weekly.html & 
statusreport.html) to work with RT 3?  I do not understand 
mod-perl/html-mason well enough yet to do it myself.

The statusreport.html sort of works.  Tickets are found, but the filters 
don't work (status, queue, etc.).

Thanks,
Jeff



From jesse at bestpractical.com  Thu Apr 24 11:43:33 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 24 Apr 2003 11:43:33 -0400
Subject: [rt-users] search based on keywords in the body of the ticket rather then on the subject
In-Reply-To: 
References: 
Message-ID: <20030424154333.GK4018@fsck.com>

You can search on the ticket content. it's right there in the web search
ui.


On Thu, Apr 24, 2003 at 12:17:27PM +0200, Ron Gidron wrote:
> Has anyone implemented this? I would be happy to take the task and add this
> functionality but it seams as something that must have been thought of before so
> could anyone enlighten me (Jesse..?), why is it not part of RT (3.0)? how would
> one go about searching like that (is it $Ticket->body ? ...)
> 
> Thanks
> Ron

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


From jesse at bestpractical.com  Thu Apr 24 11:44:14 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 24 Apr 2003 11:44:14 -0400
Subject: [rt-users] rt-2.0-to-dumpfile -Problem
In-Reply-To: <3EA7E061.5070302@multicert.com>
References: <3EA7E061.5070302@multicert.com>
Message-ID: <20030424154414.GL4018@fsck.com>

Change 'Val' to 'Value' and you should be set. If I can get the time,
I'll upload a new version while I'm here at the brussels airport.


On Thu, Apr 24, 2003 at 02:02:25PM +0100, Mariana Martins Lopes wrote:
> Hello!
> when I try to execute rt-2.0-to-dumpfile, over my postgresql DB, I get 
> the following error:
> RT::KeywordSelect::ObjectVal Unimplemented in main. 
> (./rt-2.0-to-dumpfile line 338)
> 
> Can anybody, please help me?
> Thanks in advance, Mariana Lopes
> 
> _______________________________________________
> 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 Apr 24 12:04:00 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 24 Apr 2003 12:04:00 -0400
Subject: [rt-users] [rt-announce] RT2 to RT3 importer v1.10 is out
Message-ID: <20030424160400.GO4018@fsck.com>

it corrects the bug mentioned on rt-users and rt-devel that would stop
an export dead in its tracks. It's available from the usual place.

	Jesse
	(In Brussels airport for an hour)

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


From RSpencer at evare.com  Thu Apr 24 15:43:45 2003
From: RSpencer at evare.com (Spencer, Roger)
Date: Thu, 24 Apr 2003 15:43:45 -0400
Subject: [rt-users] Adding watchers via custom scrip
Message-ID: <43320F7FC0208A4AA0078C267C19B2F17C35@clavin.fw.evare.com>

I'm trying to add watchers to a newly created ticket via a custom scrip. The goal is to add watchers based on the content of the subject line. Admittedly I don't really know what I'm doing, but here's what I added to the "Custom action preparation code" text box (after selecting "Custom Action"):
$Self->_AddWatcher("Cc", "Roger at evare.com", 1)

This doesn't work and the log file has the following:
RT: Scrip 14 Prepare failed: Global symbol "$Self" requires explicit package name at (eval 1961) line 1. Global symbol "@evare" requires explicit package name at (eval 1961) line 1.  (/opt/rt3/lib/RT/Action/UserDefined.pm:43)


I'm using RT 3.0.1

Any suggestions?
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From ccoy at ssww.com  Thu Apr 24 15:49:26 2003
From: ccoy at ssww.com (CARRIE COY)
Date: Thu, 24 Apr 2003 15:49:26 -0400
Subject: [rt-users] Creator's email address in Approval template?
Message-ID: <3EA83FC6.70009@ssww.com>

What perl code will capture the creator's email address in the Approval 
template?

This obviously isn't right:   $TransactionObj->CreatorObj->EmailAddress;

-- 
Carrie Coy
S&S Worldwide
(860) 537-3451 x2357




From brillpappin at rogers.com  Thu Apr 24 16:14:19 2003
From: brillpappin at rogers.com (Brill Pappin)
Date: Thu, 24 Apr 2003 16:14:19 -0400
Subject: [rt-users] StockAnswers in RT3
References: <3EA83FC6.70009@ssww.com>
Message-ID: <00e401c30a9e$1792e800$32d482d8@brill>

In case anyone is interested, the StockAnswers 1.0 pre 3 works well in rt3.
I installed "manually" with only a few config changes (most paths).

- Brill Pappin



From scarter at ornl.gov  Thu Apr 24 17:48:17 2003
From: scarter at ornl.gov (Steven M. Carter)
Date: Thu, 24 Apr 2003 17:48:17 -0400
Subject: [rt-users] Segmentation fault (11)
Message-ID: <1051220897.1609.4764.camel@localhost.localdomain>

With rt 2.0.15, AIX 5.1, Perl 5.8.0, apache_1.3.27 and mod_perl-1.27 (built in), I
get:

[Thu Apr 24 21:33:56 2003] [notice] child pid 52152 exit signal
Segmentation fault (11)

In the error log when I try to pull up RT.  This is my configuration:

Alias /rt2 /opt/rt2/WebRT/html
PerlRequire /opt/rt2/bin/webmux.pl

  SetHandler perl-script
  PerlHandler RT::Mason


Simple hello word perl scripts seem to work, but RT does not.  Does
anyone have an idea what is wrong or how I can go about finding more
information to lead me to the problem?

Thanks,

Steven.

-- 
Steven M. Carter 
Oak Ridge National Laboratory



From bill at daze.net  Thu Apr 24 18:29:57 2003
From: bill at daze.net (bill at daze.net)
Date: Thu, 24 Apr 2003 15:29:57 -0700 (PDT)
Subject: [rt-users] Re: search based on keywords in the body of the ticket rather then
 on the subject
Message-ID: <20030424152557.Y33028-100000@droid.daze.net>

You can search in the "body"...

Hint: the body is treated as an "attachment" in RT.

> Has anyone implemented this? I would be happy to take the task and add this
> functionality but it seams as something that must have been thought of
> before so could anyone enlighten me (Jesse..?), why is it not part of RT (3.0)?
> how would one go about searching like that (is it $Ticket->body ? ...)




From map at eecs.berkeley.edu  Thu Apr 24 19:32:36 2003
From: map at eecs.berkeley.edu (Mike Patterson)
Date: Thu, 24 Apr 2003 16:32:36 -0700
Subject: [rt-users] [Comment] Stamp location
In-Reply-To: <20021004104002.16730.46347.Mailman@pallas.eruditorum.org>
References: <20021004104002.16730.46347.Mailman@pallas.eruditorum.org>
Message-ID: <3EA87414.4060103@eecs.berkeley.edu>

The "comment action" for mailgate and a WebRT stamp the subject line in 
a different location.

WebRT comment subject line appears as:
[MyOrg #9999] [Comment] testing

Mailgate (action comment) stamps at the beginning of subject line (e.g.):
[Comment][MyOrg #9999] testing

Some of our techs have requested a uniform scheme for sorting mail based 
on subject line.
Any suggestions on how I make this uniform (RT 2.0.15)?
Is it uniform in RT 3.x ?

Note: I already have some procmail filters already setup, perhaps I 
could transform it before submitting to mailgate?

Thanks for the advice,
Mike



From oscar at e-milio.com  Fri Apr 25 05:42:40 2003
From: oscar at e-milio.com (Oscar Arranz)
Date: Fri, 25 Apr 2003 11:42:40 +0200
Subject: [rt-users] Newbie - Apache error
Message-ID: <3EA90310.8030400@e-milio.com>

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From RSpencer at evare.com  Fri Apr 25 06:37:52 2003
From: RSpencer at evare.com (Spencer, Roger)
Date: Fri, 25 Apr 2003 06:37:52 -0400
Subject: [rt-users] Newbie - Apache error
Message-ID: <43320F7FC0208A4AA0078C267C19B2F1379543@clavin.fw.evare.com>

Had the same problem on the same platform.  If you specify the exact
url, you probably will get a response, i.e. /index.html.
 
Downgrading to apache to 1.3 and mod_perl 1 corrected the problem.
 
 
-----Original Message-----
From: Oscar Arranz [mailto:oscar at e-milio.com] 
Sent: Friday, April 25, 2003 5:43 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] Newbie - Apache error
 
Hi all,

    I have installed RT  3 in a linux Red Hat 8 using mysql and this
apache configuration:

            Apache/2.0.45 (Unix) mod_perl/1.99_08 Perl/v5.8.0 Server at
192.168.0.10 Port 8080

    When I connect to the URL http://192.168.0.10:8080 I get a 404 error
(Page not found). The apache error log has the following line:

    [error] [client 192.168.0.11] Attempt to serve directory:
/opt/rt3/share/html/

    The directory exists and has read permission for everybody.

    What could be happening?

Thanks,
Oscar
_______________________________________________ rt-users mailing list
rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users
Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
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From Vassilios.Ioannidis at isb-sib.ch  Fri Apr 25 06:48:54 2003
From: Vassilios.Ioannidis at isb-sib.ch (Vassilios Ioannidis)
Date: Fri, 25 Apr 2003 12:48:54 +0200
Subject: [rt-users] Mail problems
Message-ID: <820FAF5A-770B-11D7-9A6D-000393CFE3B8@isb-sib.ch>

Hi,

I have 2 problems.
The first one is that when a ticket is created by email, there is no 
autoreply to the requestor.
The second one is that only registered users can create tickets by 
email. If an unregistered
user sends an email, it comes back saying that this user has no 
permission to create tickets....

thanks for helping,

Vassilios



From lincoln at unit.liu.se  Fri Apr 25 06:52:11 2003
From: lincoln at unit.liu.se (Jonas Lincoln)
Date: Fri, 25 Apr 2003 12:52:11 +0200
Subject: [rt-users] RT-3.0.0 - Rights
Message-ID: <3EA9135B.40208@unit.liu.se>

Why can't a normal user change his organization? I've given staff users 
the right "Modify Self". Have I missed some right?

/Jonas



From nils.ketelsen at kuehne-nagel.com  Fri Apr 25 06:53:01 2003
From: nils.ketelsen at kuehne-nagel.com (Nils Ketelsen)
Date: Fri, 25 Apr 2003 12:53:01 +0200
Subject: [rt-users] Mail problems
In-Reply-To: <820FAF5A-770B-11D7-9A6D-000393CFE3B8@isb-sib.ch>
Message-ID: <5.2.0.9.0.20030425125150.00ac8490@194.151.203.161>

At 12:48 25.04.2003 +0200, you wrote:

>I have 2 problems.
>The first one is that when a ticket is created by email, there is no 
>autoreply to the requestor.
>The second one is that only registered users can create tickets by email. 
>If an unregistered
>user sends an email, it comes back saying that this user has no permission 
>to create tickets....

Did you give the pseudouser "everyone" the permission to create Tickets in 
the queue in question?

Nils 



From krmm at nordkapp.net  Fri Apr 25 08:33:06 2003
From: krmm at nordkapp.net (Kristian =?ISO-8859-1?Q?R=F8nningen?=)
Date: 25 Apr 2003 14:33:06 +0200
Subject: [rt-users] Norwegian characters in mail (response)
Message-ID: <1051273985.541.5.camel@cream>

Hi,

I've been searching around the archives for an answer to this, but with
no luck.

I'm using RT3, and have a problem with norwegian characters being
encoded (?) wrong in mails to our customers. Both from templates and
from our own response.

One example is this:

--cut--
> bare en test ??????
> 

??

??

??
--cut--

(Supposed to be ??? and ???.)

However, in the web-interface, all characters show up like they should.

Also, the From:-header contains a rather strange address:
=?ISO-8859-1?B?IktyaXN0aWFuIFL4bm5pbmdlbiB2aWEgUlQiIDxub3Jka2FwcEBub3Jka2FwcC5uZXQ+?=@sm1.nordkapp.net

I couldn't find this documentet anywhere either, is it supposed to be a
unique ID for the mail? Is it needed? It's not very customer-friendly..

Can someone point me to some docs, patches or anything that might be of
help?

-- 
Kristian R?nningen 



From savage at savage.za.org  Fri Apr 25 08:43:57 2003
From: savage at savage.za.org (Chris Knipe)
Date: Fri, 25 Apr 2003 14:43:57 +0200
Subject: [rt-users] Permissions
Message-ID: <003e01c30b28$597bd170$1401a8c0@genocide>

Lo all,

What permissions is needed on RT3 to allow a "take ticket" ?

I have a group specified on a queue, and I gave the group the following
permissions:
CreateTicket
OwnTicket
SeeQueue
ShowTicket


Then, I have assigned the "owner role" the following rights on the same
queue
CommentOnTicket
OwnTicket
ReplyToTicket
SeeQueue
ShowTicket
ShowTicketComments


From gerald.fehringer at openadvice.de  Fri Apr 25 08:53:05 2003
From: gerald.fehringer at openadvice.de (Gerald Fehringer)
Date: Fri, 25 Apr 2003 14:53:05 +0200
Subject: [rt-users] Norwegian characters in mail (response)
In-Reply-To: <1051273985.541.5.camel@cream>
References: <1051273985.541.5.camel@cream>
Message-ID: <200304251453.05268.gerald.fehringer@openadvice.de>

Hi,

I've the same issue with german encoding in my email templates.

Any suggestions ?

Cheers,
geri

On Friday 25 April 2003 14:33, Kristian R?nningen wrote:
> Hi,
>
> I've been searching around the archives for an answer to this, but with
> no luck.
>
> I'm using RT3, and have a problem with norwegian characters being
> encoded (?) wrong in mails to our customers. Both from templates and
> from our own response.
>
> One example is this:
>
> --cut--
>
> > bare en test ??????
>
> ??
>
> ??
>
> ??
> --cut--
>
> (Supposed to be ??? and ???.)
>
> However, in the web-interface, all characters show up like they should.
>
> Also, the From:-header contains a rather strange address:
> =?ISO-8859-1?B?IktyaXN0aWFuIFL4bm5pbmdlbiB2aWEgUlQiIDxub3Jka2FwcEBub3Jka2Fw
>cC5uZXQ+?=@sm1.nordkapp.net
>
> I couldn't find this documentet anywhere either, is it supposed to be a
> unique ID for the mail? Is it needed? It's not very customer-friendly..
>
> Can someone point me to some docs, patches or anything that might be of
> help?



From vajko at astron.hu  Fri Apr 25 08:59:46 2003
From: vajko at astron.hu (=?UTF-8?B?VmFqa8OzIFDDqXRlcg==?=)
Date: Fri, 25 Apr 2003 14:59:46 +0200
Subject: [rt-users] Norwegian characters in mail (response)
In-Reply-To: <200304251453.05268.gerald.fehringer@openadvice.de>
References: <1051273985.541.5.camel@cream> <200304251453.05268.gerald.fehringer@openadvice.de>
Message-ID: <3EA93142.2090307@astron.hu>

What is your EmailOutputEncoding setting in etc/RT_SiteConfig.pm?

-- 
----------------------------------------------------------------------
VAJK? P?ter                                    Astron Informatikai Kft
                                                            Vahot u. 6.
tel: +36  1 481-2146                                   H-1115 Budapest
fax: +36  1 204-5395                                           Hungary
----------------------------------------------------------------------



From cdevienne at alphacent.com  Fri Apr 25 09:08:52 2003
From: cdevienne at alphacent.com (Christophe de VIENNE)
Date: Fri, 25 Apr 2003 15:08:52 +0200
Subject: [rt-users] CVS integration
Message-ID: <200304251508.52161.cdevienne@alphacent.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Hi all,

I couldn't find anything concrete with google about this so I'm asking you :

Is there any script to integrate CVS and RT 3.x ?
How difficult would it be to implement, especialy on the 'rt side' ?


Best Regards,

Christophe
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.2.1 (GNU/Linux)

iD8DBQE+qTNkB+sU3TyOQjARAqZ7AJ49N1+V4YciA1hbUDKUgY27gFNyAwCfRmbI
Dz1SSX1gqcamk8E83ZVD7fk=
=tpof
-----END PGP SIGNATURE-----



From krmm at nordkapp.net  Fri Apr 25 09:16:32 2003
From: krmm at nordkapp.net (Kristian =?ISO-8859-1?Q?R=F8nningen?=)
Date: 25 Apr 2003 15:16:32 +0200
Subject: [rt-users] Norwegian characters in mail (response)
In-Reply-To: <3EA93142.2090307@astron.hu>
References: <1051273985.541.5.camel@cream>
	 <200304251453.05268.gerald.fehringer@openadvice.de>
	 <3EA93142.2090307@astron.hu>
Message-ID: <1051276592.542.13.camel@cream>

On Fri, 2003-04-25 at 14:59, Vajk? P?ter wrote:
> What is your EmailOutputEncoding setting in etc/RT_SiteConfig.pm?

@EmailInputEncodings = qw(iso-8859-1 utf-8 us-ascii)
unless(@EmailEncodings);

Set($EmailOutputEncoding , 'iso-8859-1');

-- 
Kristian R?nningen 



From vajko at astron.hu  Fri Apr 25 09:25:26 2003
From: vajko at astron.hu (=?ISO-8859-1?Q?Vajk=F3_P=E9ter?=)
Date: Fri, 25 Apr 2003 15:25:26 +0200
Subject: [rt-users] Norwegian characters in mail (response)
In-Reply-To: <1051276433.543.9.camel@cream>
References: <1051273985.541.5.camel@cream>	 <200304251453.05268.gerald.fehringer@openadvice.de>	 <3EA93142.2090307@astron.hu> <1051276433.543.9.camel@cream>
Message-ID: <3EA93746.6000802@astron.hu>

Kristian R?nningen wrote:

> Set($EmailOutputEncoding , 'iso-8859-1');
That seems to be ok.

Do you create the tickets via the e-mail gateway? I had serious problems
with international characters, but then it was wrong on the web 
interface too.

I think something is really broken in share/html/autohandler, it seems 
to decode everything to UTF8 and this somehow prevents I18N to correctly
convert these mails.

I give it up.

-- 
----------------------------------------------------------------------
VAJK? P?ter                                    Astron Informatikai Kft
                                                            Vahot u. 6.
tel: +36  1 481-2146                                   H-1115 Budapest
fax: +36  1 204-5395                                           Hungary
----------------------------------------------------------------------



From kfh at mqsoftware.com  Fri Apr 25 09:27:17 2003
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Fri, 25 Apr 2003 08:27:17 -0500
Subject: TemplateAnswers 0.3 in RT 3.0?  (WAS RE: [rt-users] StockAnswers in RT3)
Message-ID: 

On a somewhat related note, I just tried to put TemplateAnswers into
3.0, and was able to install it, but can't figure out how to create
answers.  The README says "just use RT", but since I'm an RT newbie, I
can't seem to figure out how to do that????  Or, is that an RT 2 thing
that doesn't exist in RT3?


Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh at mqsoftware.com


-----Original Message-----
From: Brill Pappin [mailto:brillpappin at rogers.com] 
Sent: Thursday, April 24, 2003 3:14 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] StockAnswers in RT3

In case anyone is interested, the StockAnswers 1.0 pre 3 works well in
rt3.
I installed "manually" with only a few config changes (most paths).

- Brill Pappin

_______________________________________________
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 kfh at mqsoftware.com  Fri Apr 25 09:31:39 2003
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Fri, 25 Apr 2003 08:31:39 -0500
Subject: TemplateAnswers 0.3 in RT 3.0?  (WAS RE: [rt-users] StockAnswers in RT3)
Message-ID: 

And of course, as soon as I sent the email, I figured it out!

I was editing Global Templates, not Queue Templates.  I made a Queue
Template and everything seemed to work!

Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh at mqsoftware.com


-----Original Message-----
From: Kelly F. Hickel 
Sent: Friday, April 25, 2003 8:27 AM
To: rt-users at lists.fsck.com
Subject: TemplateAnswers 0.3 in RT 3.0? (WAS RE: [rt-users] StockAnswers
in RT3)


On a somewhat related note, I just tried to put TemplateAnswers into
3.0, and was able to install it, but can't figure out how to create
answers.  The README says "just use RT", but since I'm an RT newbie, I
can't seem to figure out how to do that????  Or, is that an RT 2 thing
that doesn't exist in RT3?


Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh at mqsoftware.com


-----Original Message-----
From: Brill Pappin [mailto:brillpappin at rogers.com] 
Sent: Thursday, April 24, 2003 3:14 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] StockAnswers in RT3

In case anyone is interested, the StockAnswers 1.0 pre 3 works well in
rt3.
I installed "manually" with only a few config changes (most paths).

- Brill Pappin

_______________________________________________
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 gerald.fehringer at openadvice.de  Fri Apr 25 09:33:59 2003
From: gerald.fehringer at openadvice.de (Gerald Fehringer)
Date: Fri, 25 Apr 2003 15:33:59 +0200
Subject: [rt-users] Norwegian characters in mail (response)
In-Reply-To: <1051277393.3ea9385132bf3@imp.free.fr>
References: <1051273985.541.5.camel@cream> <200304251453.05268.gerald.fehringer@openadvice.de> <1051277393.3ea9385132bf3@imp.free.fr>
Message-ID: <200304251533.59412.gerald.fehringer@openadvice.de>

Thanks to everyone,

i just found the right answer in the FAQ !

sorry for this newbie bothering
geri

On Friday 25 April 2003 15:29, Remy Chibois wrote:
> Quoting Gerald Fehringer :
>
> I had the same issues with french encoding.
> This was solved by setting "EmailInputEncodings" and "EmailOuputEncoding"
> to "iso-8859-1". Thus RT converts incoming mails from "iso-8859-1" to
> "utf-8" and converts outgoing mails from "utf-8" to "iso-8859-1".
>



From j.albert at gom.com  Fri Apr 25 09:39:47 2003
From: j.albert at gom.com (Joern Albert)
Date: Fri, 25 Apr 2003 15:39:47 +0200
Subject: [rt-users] multiple rt's
Message-ID: <3EA93AA3.40904@gom.com>

Hi,

I installed a second RT (2-0-13) on our server and have now the problem 
that only the RT works to which the httpd.conf line
PerlRequire /usr/local/rt/bin/webmux.pl
or
PerlRequire /usr/local/rt2/bin/webmux.pl
points, but not both

is there a way to make it work with both at the same time?

see you J?rn Albert



From jesse at bestpractical.com  Fri Apr 25 09:41:55 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 25 Apr 2003 09:41:55 -0400
Subject: [rt-users] Norwegian characters in mail (response)
In-Reply-To: <3EA93746.6000802@astron.hu>
References: <1051273985.541.5.camel@cream> <200304251453.05268.gerald.fehringer@openadvice.de> <3EA93142.2090307@astron.hu> <1051276433.543.9.camel@cream> <3EA93746.6000802@astron.hu>
Message-ID: <20030425134155.GZ4018@fsck.com>

It's a known issue. We're working on it.


On Fri, Apr 25, 2003 at 03:25:26PM +0200, Vajk Pter wrote:
> Kristian R?nningen wrote:
> 
> >Set($EmailOutputEncoding , 'iso-8859-1');
> That seems to be ok.
> 
> Do you create the tickets via the e-mail gateway? I had serious problems
> with international characters, but then it was wrong on the web 
> interface too.
> 
> I think something is really broken in share/html/autohandler, it seems 
> to decode everything to UTF8 and this somehow prevents I18N to correctly
> convert these mails.
> 
> I give it up.
> 
> -- 
> ----------------------------------------------------------------------
> VAJK? P?ter                                    Astron Informatikai Kft
>                                                            Vahot u. 6.
> tel: +36  1 481-2146                                   H-1115 Budapest
> fax: +36  1 204-5395                                           Hungary
> ----------------------------------------------------------------------
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

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


From jesse at bestpractical.com  Fri Apr 25 09:42:43 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 25 Apr 2003 09:42:43 -0400
Subject: [rt-users] CVS integration
In-Reply-To: <200304251508.52161.cdevienne@alphacent.com>
References: <200304251508.52161.cdevienne@alphacent.com>
Message-ID: <20030425134243.GA4018@fsck.com>

> Is there any script to integrate CVS and RT 3.x ?
> How difficult would it be to implement, especialy on the 'rt side' ?
> 

Probably an afternoon's work to port the RT2 tool to RT3.  I haven't had
that afternoon yet :/

> 
> Best Regards,
> 
> Christophe
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.2.1 (GNU/Linux)
> 
> iD8DBQE+qTNkB+sU3TyOQjARAqZ7AJ49N1+V4YciA1hbUDKUgY27gFNyAwCfRmbI
> Dz1SSX1gqcamk8E83ZVD7fk=
> =tpof
> -----END PGP SIGNATURE-----
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

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


From shimi at shimi.net  Fri Apr 25 09:42:35 2003
From: shimi at shimi.net (shimi)
Date: Fri, 25 Apr 2003 16:42:35 +0300 (IDT)
Subject: [rt-users] multiple rt's
In-Reply-To: <3EA93AA3.40904@gom.com>
Message-ID: 

only on two seperate virtualhosts, using FastCGI

not possible with mod_perl

or, run two apache's... i think the FastCGI approach is faster 
(www.fastcgi.com)

On Fri, 25 Apr 2003, Joern Albert wrote:

> Hi,
> 
> I installed a second RT (2-0-13) on our server and have now the problem 
> that only the RT works to which the httpd.conf line
> PerlRequire /usr/local/rt/bin/webmux.pl
> or
> PerlRequire /usr/local/rt2/bin/webmux.pl
> points, but not both
> 
> is there a way to make it work with both at the same time?
> 
> 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
> 

-- 

  Best regards,
     Shimi


----

   "Outlook is a massive flaming horrid blatant security violation, which
    also happens to be a mail reader."

   "Sure UNIX is user friendly; it's just picky about who its friends are."



From krmm at nordkapp.net  Fri Apr 25 10:02:01 2003
From: krmm at nordkapp.net (Kristian =?ISO-8859-1?Q?R=F8nningen?=)
Date: 25 Apr 2003 16:02:01 +0200
Subject: [rt-users] Norwegian characters in mail (response)
In-Reply-To: <200304251533.59412.gerald.fehringer@openadvice.de>
References: <1051273985.541.5.camel@cream>
	 <200304251453.05268.gerald.fehringer@openadvice.de>
	 <1051277393.3ea9385132bf3@imp.free.fr>
	 <200304251533.59412.gerald.fehringer@openadvice.de>
Message-ID: <1051279321.542.41.camel@cream>

On Fri, 2003-04-25 at 15:33, Gerald Fehringer wrote:
> i just found the right answer in the FAQ !

Do you have an exact URL for it? It seems we're looking at two different
FAQ's - I can't find anything.. :)

-- 
Kristian R?nningen 



From cdevienne at alphacent.com  Fri Apr 25 10:15:26 2003
From: cdevienne at alphacent.com (Christophe de VIENNE)
Date: Fri, 25 Apr 2003 16:15:26 +0200
Subject: [rt-users] CVS integration
In-Reply-To: <20030425134243.GA4018@fsck.com>
References: <200304251508.52161.cdevienne@alphacent.com> <20030425134243.GA4018@fsck.com>
Message-ID: <200304251615.26997.cdevienne@alphacent.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Le Vendredi 25 Avril 2003 15:42, Jesse Vincent a ?crit :
> > Is there any script to integrate CVS and RT 3.x ?
> > How difficult would it be to implement, especialy on the 'rt side' ?
>
> Probably an afternoon's work to port the RT2 tool to RT3.  I haven't had
> that afternoon yet :/
>

Thanks for your fast answer.

Do you have any idea when you'll have time for that ?
Not that I'm needing it fast don't worry, it's just to know..

Cheers,

Christophe
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From gerald.fehringer at openadvice.de  Fri Apr 25 11:01:24 2003
From: gerald.fehringer at openadvice.de (Gerald Fehringer)
Date: Fri, 25 Apr 2003 17:01:24 +0200
Subject: [rt-users] rt-crontool docu
Message-ID: <200304251701.24503.gerald.fehringer@openadvice.de>

hi,

i searched the mailinglist and i found a couple of questions regarding 
rt-crontool docu. no answer yet, i found...

can anyone provide some information ?


thanks
geri



From garyo at genarts.com  Fri Apr 25 11:23:04 2003
From: garyo at genarts.com (Gary Oberbrunner)
Date: Fri, 25 Apr 2003 11:23:04 -0400
Subject: [rt-users] Minor problem  installing RT3 on RedHat 8
Message-ID: <3EA952D8.4020201@genarts.com>

RedHat 8 comes with:
   httpd-2.0.40-8 (Apache2)
   mod_perl-1.99_05-3
and no fastcgi.

I am installing RT 3.0.2pre3, and ran into the following problem:

I have the following in conf.d/rt.conf:
   
	Alias /rt /opt/rt3/share/html
         AddDefaultCharset UTF-8

         PerlModule Apache::DBI
         PerlRequire /opt/rt3/bin/webmux.pl

         
                 SetHandler perl-script
                 PerlHandler RT::Mason
         
   

but starting httpd, I got the following error:
% sudo /etc/init.d/httpd start
Starting httpd: [Fri Apr 25 11:06:21 2003] [error] Can't locate 
Apache.pm in @INC (@INC contains: /opt/rt3/lib /opt/rt3/local/lib 
/usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 
/usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi 
/usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl 
/usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at 
/usr/lib/perl5/5.8.0/CGI.pm line 161.
Compilation failed in require at /opt/rt3/bin/webmux.pl line 41.
BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 41.
Compilation failed in require at (eval 2) line 1.

[Fri Apr 25 11:06:21 2003] [error] Can't load Perl file: 
/opt/rt3/bin/webmux.pl for server penguin.genartsi.com:0, exiting...

I had to upgrade my CGI.pm from 2.81 (default, I believe) to 2.91 to fix 
this problem.  Maybe this version of CGI.pm should be included in the 
dependency list for RT3.0.2, at least if the installed versions of 
Apache and mod_perl are as above?



-- 
. . . . . . . . . . . . . . . . . . . . . . . . .
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 oscar at e-milio.com  Fri Apr 25 11:44:22 2003
From: oscar at e-milio.com (Oscar Arranz)
Date: Fri, 25 Apr 2003 17:44:22 +0200
Subject: [rt-users] Newbie - Apache error
References: <43320F7FC0208A4AA0078C267C19B2F1379543@clavin.fw.evare.com>
Message-ID: <3EA957D6.9000508@e-milio.com>

An HTML attachment was scrubbed...
URL: 

From kfh at mqsoftware.com  Fri Apr 25 11:47:27 2003
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Fri, 25 Apr 2003 10:47:27 -0500
Subject: [rt-users] Newbie - Apache error
Message-ID: 

 I had the same problem, and was told that  RedHat 8 came with apache 2,
and that RT didn't work with Apache 2.  I end up going out and getting
the latest apache 1 source and building it.

-Kelly Hickel

 

-----Original Message-----
From: Oscar Arranz [mailto:oscar at e-milio.com] 
Sent: Friday, April 25, 2003 10:44 AM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Newbie - Apache error

 

Thanks Roger, it worked. But now when I enter my username and password
it says: "Your username or password is incorrect". I have checked the
usernames in the database rt3, table Users and I'm writing the right
values... I don't know what's happening and nothing is showed in the log
files.

Regards,
Oscar

Spencer, Roger wrote:



Had the same problem on the same platform.  If you specify the exact
url, you probably will get a response, i.e. /index.html.

 

Downgrading to apache to 1.3 and mod_perl 1 corrected the problem.

 

 

-----Original Message-----
From: Oscar Arranz [mailto:oscar at e-milio.com] 
Sent: Friday, April 25, 2003 5:43 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] Newbie - Apache error

 

Hi all,

    I have installed RT  3 in a linux Red Hat 8 using mysql and this
apache configuration:

            Apache/2.0.45 (Unix) mod_perl/1.99_08 Perl/v5.8.0 Server at
192.168.0.10 Port 8080

    When I connect to the URL http://192.168.0.10:8080 I get a 404 error
(Page not found). The apache error log has the following line:

    [error] [client 192.168.0.11] Attempt to serve directory:
/opt/rt3/share/html/

    The directory exists and has read permission for everybody.

    What could be happening?

Thanks,
Oscar

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

 

_______________________________________________ rt-users mailing list
rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users
Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
-------------- next part --------------
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From jgedeon at qualcomm.com  Fri Apr 25 11:56:14 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Fri, 25 Apr 2003 08:56:14 -0700
Subject: [rt-users] CVS integration
In-Reply-To: <200304251615.26997.cdevienne@alphacent.com>
References: <20030425134243.GA4018@fsck.com>
 <200304251508.52161.cdevienne@alphacent.com>
 <20030425134243.GA4018@fsck.com>
Message-ID: <5.1.0.14.2.20030425085530.00abef38@unixmail.qualcomm.com>

There is a tool for RT2 to integrate RT and CVS? in what way would they be 
integrated?? What functionality is provided?

John

At 07:15 AM 4/25/2003, Christophe de VIENNE wrote:
>-----BEGIN PGP SIGNED MESSAGE-----
>Hash: SHA1
>
>Le Vendredi 25 Avril 2003 15:42, Jesse Vincent a ?crit :
> > > Is there any script to integrate CVS and RT 3.x ?
> > > How difficult would it be to implement, especialy on the 'rt side' ?
> >
> > Probably an afternoon's work to port the RT2 tool to RT3.  I haven't had
> > that afternoon yet :/
> >
>
>Thanks for your fast answer.
>
>Do you have any idea when you'll have time for that ?
>Not that I'm needing it fast don't worry, it's just to know..
>
>Cheers,
>
>Christophe
>-----BEGIN PGP SIGNATURE-----
>Version: GnuPG v1.2.1 (GNU/Linux)
>
>iD8DBQE+qUL+B+sU3TyOQjARAtWJAKDWoGTI6ZKZ54blTz7EIvsdM5J5CQCdFfxf
>uSB/C+IXQcbq6ufn/Woa13s=
>=mAZ2
>-----END PGP SIGNATURE-----
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm


--
<>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on 
your own understanding;
                               in all your ways acknowledge him, and he 
will make your paths straight."



From cdevienne at alphacent.com  Fri Apr 25 12:18:56 2003
From: cdevienne at alphacent.com (Christophe de VIENNE)
Date: Fri, 25 Apr 2003 18:18:56 +0200
Subject: [rt-users] CVS integration
In-Reply-To: <5.1.0.14.2.20030425085530.00abef38@unixmail.qualcomm.com>
References: <20030425134243.GA4018@fsck.com> <5.1.0.14.2.20030425085530.00abef38@unixmail.qualcomm.com>
Message-ID: <200304251818.56267.cdevienne@alphacent.com>

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Le Vendredi 25 Avril 2003 17:56, John Gedeon a ?crit :
> There is a tool for RT2 to integrate RT and CVS? in what way would they be
> integrated?? What functionality is provided?
>

- From the few informations I saw about it, it allows to put some commands into 
the cvs commit message.
The commands contains a ticket id from RT and the script will, for example, 
close the ticket and put the log message as a comment.

Cheers,

Christophe
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=s9cN
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From ray.walters at kiffanalytical.com  Fri Apr 25 12:36:13 2003
From: ray.walters at kiffanalytical.com (Ray Walters)
Date: Fri, 25 Apr 2003 09:36:13 -0700
Subject: [rt-users] Newbie - Apache error
In-Reply-To: 
Message-ID: <000b01c30b48$c99a0150$930a0a0a@ya>

I got RT 3.0.1 working with Apache2 and mod_perl 1.99.  I used the conf file
recommended here:

 

http://lists.fsck.com/pipermail/rt-devel/2002-November/002769.html

 

The recommended conf file is:

 

   
        DocumentRoot /path/to/rt3/share/html
        ServerName your.rt.server.hostname
 
        PerlFreshRestart On                 # only for Apache/mod_perl 1.x
        PerlModule Apache2 Apache::compat   # only for Apache/mod_perl 2.x
 
        PerlModule Apache::DBI
        PerlRequire /path/to/rt3/bin/webmux.pl
 
        
            SetHandler perl-script
            PerlHandler RT::Mason
        
        
            SetHandler perl-script
            PerlHanler RT::Mason
        
    

 

 

This solved my problems.

 

Ray

 

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Kelly F. Hickel
Sent: Friday, April 25, 2003 8:47 AM
To: Oscar Arranz; rt-users at lists.fsck.com
Subject: RE: [rt-users] Newbie - Apache error

 

 I had the same problem, and was told that  RedHat 8 came with apache 2, and
that RT didn't work with Apache 2.  I end up going out and getting the
latest apache 1 source and building it.

-Kelly Hickel

 

-----Original Message-----
From: Oscar Arranz [mailto:oscar at e-milio.com] 
Sent: Friday, April 25, 2003 10:44 AM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Newbie - Apache error

 

Thanks Roger, it worked. But now when I enter my username and password it
says: "Your username or password is incorrect". I have checked the usernames
in the database rt3, table Users and I'm writing the right values... I don't
know what's happening and nothing is showed in the log files.

Regards,
Oscar

Spencer, Roger wrote:

Had the same problem on the same platform.  If you specify the exact url,
you probably will get a response, i.e. /index.html.

 

Downgrading to apache to 1.3 and mod_perl 1 corrected the problem.

 

 

-----Original Message-----
From: Oscar Arranz [mailto:oscar at e-milio.com] 
Sent: Friday, April 25, 2003 5:43 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] Newbie - Apache error

 

Hi all,

    I have installed RT  3 in a linux Red Hat 8 using mysql and this apache
configuration:

            Apache/2.0.45 (Unix) mod_perl/1.99_08 Perl/v5.8.0 Server at
192.168.0.10 Port 8080

    When I connect to the URL http://192.168.0.10:8080 I get a 404 error
(Page not found). The apache error log has the following line:

    [error] [client 192.168.0.11] Attempt to serve directory:
/opt/rt3/share/html/

    The directory exists and has read permission for everybody.

    What could be happening?

Thanks,
Oscar

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

 

_______________________________________________ rt-users mailing list
rt-users at lists.fsck.com http://lists.fsck.com/mailman/listinfo/rt-users Have
you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
-------------- next part --------------
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From jgedeon at qualcomm.com  Fri Apr 25 12:40:44 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Fri, 25 Apr 2003 09:40:44 -0700
Subject: [rt-users] CVS integration
In-Reply-To: <200304251818.56267.cdevienne@alphacent.com>
References: <5.1.0.14.2.20030425085530.00abef38@unixmail.qualcomm.com>
 <20030425134243.GA4018@fsck.com>
 <5.1.0.14.2.20030425085530.00abef38@unixmail.qualcomm.com>
Message-ID: <5.1.0.14.2.20030425094014.031e43e0@unixmail.qualcomm.com>

Thanks for the info, is it in the rt2 contrib section?

John
At 09:18 AM 4/25/2003, Christophe de VIENNE wrote:
>-----BEGIN PGP SIGNED MESSAGE-----
>Hash: SHA1
>
>Le Vendredi 25 Avril 2003 17:56, John Gedeon a ?crit :
> > There is a tool for RT2 to integrate RT and CVS? in what way would they be
> > integrated?? What functionality is provided?
> >
>
>- From the few informations I saw about it, it allows to put some commands 
>into
>the cvs commit message.
>The commands contains a ticket id from RT and the script will, for example,
>close the ticket and put the log message as a comment.
>
>Cheers,
>
>Christophe
>-----BEGIN PGP SIGNATURE-----
>Version: GnuPG v1.2.1 (GNU/Linux)
>
>iD8DBQE+qV/wB+sU3TyOQjARAhvfAKDej3E8fvm/dR56cpRgRl5CcnqKOQCg3/aJ
>IH985lMtLfnEaNovhdPpc8U=
>=s9cN
>-----END PGP SIGNATURE-----
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm


--
<>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on 
your own understanding;
                               in all your ways acknowledge him, and he 
will make your paths straight."



From ccoy at ssww.com  Fri Apr 25 13:07:43 2003
From: ccoy at ssww.com (CARRIE COY)
Date: Fri, 25 Apr 2003 13:07:43 -0400
Subject: [rt-users] How to control Approval ticket routing ???
Message-ID: <3EA96B5F.6080602@ssww.com>

Will setting the Owner in the create-ticket template route an Approval
request to the appropriate person?

The examples from the docs are mysterious (below) -- who do the created
requests go to and what controls it?  The examples seem incomplete --
but I'm probably missing something?

I've written an Approval template (also below) which retrieve the
creator's manager from an LDAP database and creates the approval ticket
specifying the manager as owner.  The tickets are created properly but
the manager isn't notified.  Also, when I click the Approval tab, I see
the Approval ticket as if it were mine, even though my manager is the
owner ?????

Last question: in the QuickSearch box, the Approvals queue is 0-New, 
0-Open, even though it's really not. Is it supposed to be hidden?

Very confused.

==Create-Ticket: codereview
Subject:   Code review for {$Tickets{"TOP"}->Subject }
Depended-On-By:  {$Tickets{"TOP"}->Id}
Queue:  Approvals
Type:  Approval
Content:  Someone has created a ticket and you should approve it so they
can finish their work
ENDOFCONTENT
===Create-Ticket: two
Subject: Manager approval.
Depends-On: {$Tickets{"approval"}->Id}
Queue: Approvals
Content-Type: text/plain
Content:
Your minion approved this ticket. you ok with that?
ENDOFCONTENT


#### Here's my approval template -- which seems to work except for
notification to manager ???

===Create-Ticket: approval
{
    use Net::LDAP;
    use Net::LDAP::Constant qw(LDAP_SUCCESS);
    use constant LDAP => q(ldap.ssww.com);
    use constant LDAP_PORT => q(389);
    use constant LDAP_BASE => q(dc=ssww,dc=com);

# get requestor's email address
    $User = new RT::CurrentUser();
    $User->LoadById($Tickets{"TOP"}->Creator);
    $email = $User->EmailAddress;

# look up their manager
    my $ldap = new Net::LDAP(LDAP, port => LDAP_PORT);
    $ldap->bind;
    my $filter = "mail=$email";

    $mesg = $ldap->search(base => LDAP_BASE,
          filter => $filter,
          attrs => ['manager']);

    if (!$mesg->code) {
      $manager=$mesg->first_entry->get_value('manager') ;
      $manager =~ s/uid=(.*?),.*/$1/;
    } else {
      $manager = "Nobody";
    }
}
Subject: Approval requested for {$Tickets{'TOP'}->Subject}
Depended-On-By: {$Tickets{'TOP'}->Id}
Queue: Approvals
Type: Approval
Owner: { $manager }
Content:  Your approval is requested for this ticket
{$Tickets{"TOP"}->Id}: {$Tickets{"TOP"}->Subject}
ENDOFCONTENT


-- 
Carrie Coy
S&S Worldwide
(860) 537-3451 x2357






From ulrich.kiermayr at univie.ac.at  Sat Apr 26 07:15:38 2003
From: ulrich.kiermayr at univie.ac.at (Ulrich Kiermayr)
Date: Sat, 26 Apr 2003 13:15:38 +0200
Subject: [rt-users] Problem (?) with DBIx::Searchbuilder
Message-ID: <3EAA6A5A.6030107@univie.ac.at>

Hello,

Since an Upgrade I have often the folloing message im my logs:
RT: Database handle destroyed without explicit disconnect at 
/usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 
269.  (/opt/rt3/lib/RT.pm:222)

I have not (yet) spotted any serious consequences, but it does not feel 
right:

Setup:
perl 5.8.0
Apache/1.3.27 (Unix) mod_ssl/2.8.12 OpenSSL/0.9.6g mod_perl/1.27 
configured -- resuming normal operations

Modules are all new form CPAN
DBIx::SearchBuilder is 0.81_4
All of the above compiled from sources, the rest is RedHat 7.3

RT is 3.0.2pre3 and the Database is Postgres.

any ideas what might cause this?
lg + thx uk
-- 
------------------------------------------------------------------------
Ulrich Kiermayr         Zentraler Informatikdienst der Universitaet Wien
Network Security              Universitaetsstrasse 7, 1010 Wien, Austria
------------------------------------------------------------------------
eMail:   ulrich.kiermayr at univie.ac.at          Tel: (+43 1) 4277 / 14104
Hotline: security.zid at univie.ac.at             Fax: (+43 1) 4277 /  9140
------------------------------------------------------------------------
GPG Key fingerprint = BF0D 5749 4DC1 ED74 AB67  7180 105F 491D A8D7 64D8




From vajko at astron.hu  Sat Apr 26 09:32:58 2003
From: vajko at astron.hu (=?ISO-8859-1?Q?Vajk=F3_P=E9ter?=)
Date: Sat, 26 Apr 2003 15:32:58 +0200
Subject: [rt-users] Extremely slow response when adding comment or change people
In-Reply-To: <3EAA6A5A.6030107@univie.ac.at>
References: <3EAA6A5A.6030107@univie.ac.at>
Message-ID: <3EAA8A8A.60907@astron.hu>

RT 3.0.2pre3 with postgresql 7.3 is extremely slow at these actions. It 
starts a select like this:

SELECT DISTINCT main.* FROM Users main, Principals Principals_1, Groups 
Groups_2, Principals Pr
incipals_3, Principals Principals_4, ACL ACL_5, CachedGroupMembers 
CachedGroupMembers_6, CachedGroupMember
s CachedGroupMembers_7   WHERE ((ACL_5.RightName = 'Su

and then postgres just runs, runs and runs (CPU 100%). About 3-4 minutes 
later I've got the result. All this with a database with 10 users and 
about 150 tickets. I suspect the WhoHaveRigths sub in Users_Overlay.pm.

Any ideas why this is happening?




From pguyot at kallisys.net  Sat Apr 26 18:08:53 2003
From: pguyot at kallisys.net (Paul Guyot)
Date: Sun, 27 Apr 2003 00:08:53 +0200
Subject: [rt-users] Two installations (404 on /index.html)
Message-ID: 

Hi all,

I'm trying to setup two installations of RT.
So far, I successfully set one up from FreeBSD port into /usr/local/rt2.

To setup another installation, I tried the following:
- install from the tarball (rt-2-0-15.tar.gz), configuring the 
Makefile to use another DB and path.
- copy FreeBSD patched version, changed the makefile and try to rebuild
- copy FreeBSD's directory directly with the permissions.

The three approaches failed. In each case, I get a 404 on 
/index.html. Still, the file is there. The Apache virtual host 
settings are exactly the same except for the two paths (DocumentRoot 
and PerlRequire). Apache can access the file because I get a 404 on 
/index.html even if I try to access /; if I move the file and I 
enable Indexes, I can see the content of the directory; I can also 
access other subdirectories.

I read the FAQ about 404 but I don't use aliases.

I made a diff on both config.pm files and everything seems correct. 
Everywhere I had /usr/local/rt2, I now have /home/paul/rt2. The other 
difference is the user (but I tried to install the second instance 
with exactly the same rights/owners)  and the database stuff. There 
is no Apache specific settings for /usr/local or for /home/paul.

I can access the main installation if I set the paths to be the ones 
of the main installation (/usr/local/rt2/ etc.). In fact, I can 
access the main installation even if I set the DocumentRoot only.

Any idea?

Paul
-- 
NPDS: http://newton.kallisys.net:8080/
Apache: http://www.kallisys.com/


From omehegan at perseus.com  Sat Apr 26 22:58:00 2003
From: omehegan at perseus.com (Owen B. Mehegan)
Date: 26 Apr 2003 22:58:00 -0400
Subject: [rt-users] New tickets being emailed to random people
Message-ID: <1051412279.25961.13.camel@localhost>

I have the AutoAssign scrip working, and suspect it may be part of this
problem.

I have several queues that are set up to autoassign every new ticket to
me and only me. This works fine; a new ticket is created and I become
the owner. However, for some weird reason the first emails from RT to
inform me about the ticket also invariably go to one of three people who
are autoassigned tickets from two other queues. The tickets do not get
assigned to them, they just seem to get cc'd on the first emails. Even
weirder, my name appears in the "to" field repeatedly in these cases.
For example:

----
           From: 
RT

       Reply-To: 
desktops at mis.perseus.net
             To: 
omehegan at perseus.com, omehegan at perseus.com, omehegan at perseus.com,
omehegan at perseus.com, omehegan at perseus.com, omehegan at perseus.com
        Subject: 
[perseus.net #122]
Need Norton
Install on Desktop
at some point
           Date: 
Thu, 27 Mar 2003
16:20:27 -0500



Thu Mar 27 16:20:23 2003: Request 122 was acted upon.
Transaction: Ticket created by bclaydon
       Queue: Desktops
     Subject: Need Norton Install on Desktop at some point
       Owner: omehegan
  Requestors: spomeone at perseus.com
      Status: new
 Ticket 
-------------------------------------------------------------------------
Need Norton AV installed on this desktop at some point please.

Thanks,
-Barnz
----
Why was that ticket "sent" to me six times? I only actually receive one
email, but it's still very weird. The times that the emails also go to
other random people are more annoying. The other email addresses are not
mentioned anywhere in the config for the queues in question, so I can't
figure out where RT is getting them from. Any suggestions would be
greatly appreciated.

-- 
Owen B. Mehegan 
Perseus Development Corp.



From autarch at urth.org  Sat Apr 26 23:43:31 2003
From: autarch at urth.org (Dave Rolsky)
Date: Sat, 26 Apr 2003 22:43:31 -0500 (CDT)
Subject: [rt-users] RT 3.0 Speed
In-Reply-To: <20030423043300.GD1116@not.autrijus.org>
References: <20030422153007.A72514@shaitan.lightconsulting.com>
 <20030423043300.GD1116@not.autrijus.org>
Message-ID: 

On Wed, 23 Apr 2003, Autrijus Tang wrote:

> On Tue, Apr 22, 2003 at 03:30:07PM -0700, Dean Kao wrote:
> > Mason 1.16
>
> IIRC, there is some performance boost during 1.16 to 1.19.

Not that I know of ;)

1.20 will be faster for _some_ configurations.

> > perl 5.6.1
>
> Ditto for perl 5.8.0.

Actually, 5.8.0 may be slower than 5.6.1 overall, particularly because of
better Unicode support.


-dave

/*=======================
House Absolute Consulting
www.houseabsolute.com
=======================*/


From bernardy at nexus-netsoft.com  Sun Apr 27 07:57:13 2003
From: bernardy at nexus-netsoft.com (Manuel Bernardy)
Date: Sun, 27 Apr 2003 13:57:13 +0200
Subject: [rt-users] FastCGI error
Message-ID: <20030427115913.B15CB11114@pallas.eruditorum.org>

Hi!

I just installed RT3 and now i tried to run it via fastcgi. But I always get
an internal server error 500. Apaches Error_log says:

 

[Sun Apr 27 13:55:54 2003] [crit] (13)Permission denied: FastCGI: can't
create server "/opt/rt3/bin/mason_handler.fcgi": bind

() failed [/usr/local/apache/logs/fastcgi/362fab4db3d651b6d082c0358ebb4d83]

 

I also read the faq and tried all chowns and chgrps but nothing solved the
problem!

 

What do I have to do?

Thanks!

Manuel Bernardy

-------------- next part --------------
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From javatizer at hotmail.com  Sun Apr 27 08:02:43 2003
From: javatizer at hotmail.com (Mohammed Ersan)
Date: Sun, 27 Apr 2003 16:02:43 +0400
Subject: [rt-users] Newbie - Apache error
Message-ID: 

Hi,
   I have been trying to get RT3 runing with Apache2 for some time now, now 
in the final steps, when I reached the point to start Apache using this 
config:

DocumentRoot "/usr/local/apache2/htdocs"
Alias /rt /opt/rt3/share/html

AddDefaultCharset UTF-8
PerlModule Apache2 Apache::compat

PerlModule Apache::DBI
PerlRequire /opt/rt3/bin/webmux.pl

SetHandler perl-script
PerlHandler RT::Mason



   I get this error:
[root at lanserver2 conf]# ../bin/apachectl start
[Sun Apr 27 19:53:33 2003] [error] Bareword "REDIRECT" not allowed while 
"strict subs" in use at 
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 188.
BEGIN not safe after errors--compilation aborted at 
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 197.
Compilation failed in require at /opt/rt3/bin/webmux.pl line 45.
BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 51.
Compilation failed in require at (eval 1) line 1.

[Sun Apr 27 19:53:33 2003] [error] Can't load Perl file: 
/opt/rt3/bin/webmux.pl for server lanserver2:0, exiting...

[root at lanserver2 conf]#


   Its running on RH 8.0/PG DB/perl, v5.8.0 built for 
i386-linux-thread-multi/ Compiled RT3 with modperl2.


   What might be the problem ..is it the perl modules ? I tried to recompile 
and install them again, still the same problem. Given that the 
test-dependcies script says that all is OK.



Thanks...








>From: "Ray Walters" 
>To: "'Kelly F. Hickel'" 
>CC: 
>Subject: RE: [rt-users] Newbie - Apache error
>Date: Fri, 25 Apr 2003 09:36:13 -0700
>MIME-Version: 1.0
>Received: from pallas.eruditorum.org ([63.251.136.85]) by 
>mc7-f20.law1.hotmail.com with Microsoft SMTPSVC(5.0.2195.5600); Fri, 25 Apr 
>2003 09:35:31 -0700
>Received: from pallas.eruditorum.org (localhost [127.0.0.1])by 
>pallas.eruditorum.org (Postfix) with ESMTPid 8BDDC112AD; Fri, 25 Apr 2003 
>12:35:10 -0400 (EDT)
>Received: from site.kiffanalytical.com 
>(adsl-67-116-82-213.dsl.lsan03.pacbell.net [67.116.82.213])by 
>pallas.eruditorum.org (Postfix) with ESMTP id B5DC911297for 
>; Fri, 25 Apr 2003 12:34:01 -0400 (EDT)
>Received: from ya (localhost [10.10.10.147] (may be forged))by 
>site.kiffanalytical.com (8.12.5/8.12.5) with ESMTP id h3PGY0kh010207;Fri, 
>25 Apr 2003 09:34:00 -0700
>X-Message-Info: UZmYcfFpTCewzfqvyl1d15R59mlxBfYY
>Delivered-To: rt-users at pallas.eruditorum.org
>Message-ID: <000b01c30b48$c99a0150$930a0a0a at ya>
>X-Priority: 3 (Normal)
>X-MSMail-Priority: Normal
>X-Mailer: Microsoft Outlook, Build 10.0.4510
>X-MimeOLE: Produced By Microsoft MimeOLE V6.00.2800.1106
>In-Reply-To: 
>
>Importance: Normal
>Sender: rt-users-admin at lists.fsck.com
>Errors-To: rt-users-admin at lists.fsck.com
>X-BeenThere: rt-users at lists.fsck.com
>X-Mailman-Version: 2.0.12
>Precedence: bulk
>List-Help: 
>List-Post: 
>List-Subscribe: 
>,
>List-Id: For users of RT: Request Tracker 
>List-Unsubscribe: 
>,
>List-Archive: 
>Return-Path: rt-users-admin at lists.fsck.com
>X-OriginalArrivalTime: 25 Apr 2003 16:35:31.0434 (UTC) 
>FILETIME=[AFF844A0:01C30B48]
>
>I got RT 3.0.1 working with Apache2 and mod_perl 1.99.  I used the conf 
>file
>recommended here:
>
>
>
>http://lists.fsck.com/pipermail/rt-devel/2002-November/002769.html
>
>
>
>The recommended conf file is:
>
>
>
>    
>         DocumentRoot /path/to/rt3/share/html
>         ServerName your.rt.server.hostname
>
>         PerlFreshRestart On                 # only for Apache/mod_perl 1.x
>         PerlModule Apache2 Apache::compat   # only for Apache/mod_perl 2.x
>
>         PerlModule Apache::DBI
>         PerlRequire /path/to/rt3/bin/webmux.pl
>
>         
>             SetHandler perl-script
>             PerlHandler RT::Mason
>         
>         
>             SetHandler perl-script
>             PerlHanler RT::Mason
>         
>     
>
>
>
>
>
>This solved my problems.
>
>
>
>Ray
>
>
>
>-----Original Message-----
>From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
>On Behalf Of Kelly F. Hickel
>Sent: Friday, April 25, 2003 8:47 AM
>To: Oscar Arranz; rt-users at lists.fsck.com
>Subject: RE: [rt-users] Newbie - Apache error
>
>
>
>  I had the same problem, and was told that  RedHat 8 came with apache 2, 
>and
>that RT didn't work with Apache 2.  I end up going out and getting the
>latest apache 1 source and building it.
>
>-Kelly Hickel
>
>
>
>-----Original Message-----
>From: Oscar Arranz [mailto:oscar at e-milio.com]
>Sent: Friday, April 25, 2003 10:44 AM
>To: rt-users at lists.fsck.com
>Subject: Re: [rt-users] Newbie - Apache error
>
>
>
>Thanks Roger, it worked. But now when I enter my username and password it
>says: "Your username or password is incorrect". I have checked the 
>usernames
>in the database rt3, table Users and I'm writing the right values... I 
>don't
>know what's happening and nothing is showed in the log files.
>
>Regards,
>Oscar
>
>Spencer, Roger wrote:
>
>Had the same problem on the same platform.  If you specify the exact url,
>you probably will get a response, i.e. /index.html.
>
>
>
>Downgrading to apache to 1.3 and mod_perl 1 corrected the problem.
>
>
>
>
>
>-----Original Message-----
>From: Oscar Arranz [mailto:oscar at e-milio.com]
>Sent: Friday, April 25, 2003 5:43 AM
>To: rt-users at lists.fsck.com
>Subject: [rt-users] Newbie - Apache error
>
>
>
>Hi all,
>
>     I have installed RT  3 in a linux Red Hat 8 using mysql and this 
>apache
>configuration:
>
>             Apache/2.0.45 (Unix) mod_perl/1.99_08 Perl/v5.8.0 Server at
>192.168.0.10 Port 8080
>
>     When I connect to the URL http://192.168.0.10:8080 I get a 404 error
>(Page not found). The apache error log has the following line:
>
>     [error] [client 192.168.0.11] Attempt to serve directory:
>/opt/rt3/share/html/
>
>     The directory exists and has read permission for everybody.
>
>     What could be happening?
>
>Thanks,
>Oscar
>
>_______________________________________________ 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


_________________________________________________________________
The new MSN 8: smart spam protection and 2 months FREE*  
http://join.msn.com/?page=features/junkmail



From tsv at ot.ru  Sun Apr 27 09:13:51 2003
From: tsv at ot.ru (Sergey Tsvetukhin)
Date: Sun, 27 Apr 2003 17:13:51 +0400
Subject: [rt-users] mailgate and 8bit problem
Message-ID: <20030427164717.FD76.TSV@ot.ru>

Hello

I have a problem with create tickets via mailgate,
RT 3.0.2-pre3

# grep  EmailInputEncoding etc/RT_SiteConfig.pm
@EmailInputEncodings = qw(uft-8 KOI8-R iso-8859-1) unless (@EmailEncodings);

# perl -v
This is perl, v5.8.0 built for sun4-solaris

# uname -a
SunOS vega 5.8 Generic_108528-19 sun4u sparc SUNW,Ultra-60

sendmail is "Sendmail 8.11.7+Sun/8.11.7;"


The first problem is:

I have a message in quoted-printable format:
----
Return-Path: 
Date: Wed, 23 Apr 2003 21:31:05 +0400
From: Sergey Tsvetukhin 
MIME-Version: 1.0
To: rt at test.int
Subject: =?KOI8-R?Q?=F0=CF=DE=C5=CD=D5_=CF=C4=C5=D4=D9=C5_=D6=C5=CE=DD?=
 =?KOI8-R?Q?=C9=CE=D9_=CC=D5=DE=DB=C5=2C_=DE=C5=CD_=D2=C1=DA=C4=C5=D4?=
 =?KOI8-R?Q?=D9=C5=3F?=
Content-Type: text/plain; charset=koi8-r
Content-Transfer-Encoding: quoted-printable

=F0=CF=DE=C5=CD=D5 =CF=C4=C5=D4=D9=C5 =D6=C5=CE=DD=C9=CE=D9 =CC=D5=DE=DB=C5=
, =DE=C5=CD =D2=C1=DA=C4=C5=D4=D9=C5?
1. =E4=CC=D1 =CB=CF=CD=D0=CC=C9=CD=C5=CE=D4=C1 =CF=C4=C5=D4=CF=CA =D6=C5=CE=
=DD=C9=CE=C5 =CC=C5=C7=DE=C5 =CE=C1=CA=D4=C9 =D0=CF=D7=CF=C4.
----

cat msg | /opt/rt3/bin/rt-mailgate --queue test --action correspond --url http://support.test.int/rt/ --debug

Connecting to http://support.test.int/rt//REST/1.0/NoAuth/mail-gateway at /opt/rt3/bin/rt-mailgate line 406, <> chunk 1.
ok
Ticket: 391
Queue: test
Owner: Nobody
Status: new
Subject: ii?yimi?y i?i?imyyim i?imi?y i?i?y i"yyyim, yimi? yi?i?i?imy yim?
Requestor: tsv at test.int

but message is damaged 

if I comment line 
$value = $object->DecodeUTF8($value);
in file lib/RT/Interface/Web.pm all OK


The second problem is:
I have the same message in 8bit format:
----
Return-Path: 
Date: Wed, 23 Apr 2003 21:31:05 +0400
From: Sergey Tsvetukhin 
MIME-Version: 1.0
To: rt at test.int
Subject: =?KOI8-R?Q?=F0=CF=DE=C5=CD=D5_=CF=C4=C5=D4=D9=C5_=D6=C5=CE=DD?=
 =?KOI8-R?Q?=C9=CE=D9_=CC=D5=DE=DB=C5=2C_=DE=C5=CD_=D2=C1=DA=C4=C5=D4?=
 =?KOI8-R?Q?=D9=C5=3F?=
Content-Type: text/plain; charset=koi8-r
Content-Transfer-Encoding: 8bit

<8bit characters>
----

I never can create a correct ticket :(
cat msg | /opt/rt3/bin/rt-mailgate --queue test --action correspond --url http://support.test.int/rt/ --debug

Connecting to http://support.test.int/rt//REST/1.0/NoAuth/mail-gateway at /opt/rt3/bin/rt-mailgate line 406, <> chunk 1.
ok
Ticket: 393
Queue: test
Owner: Nobody
Status: new
Subject:
Requestor:

Subject is empty, Requestor is empty, Body is empty ...

What is wrong ?



-- 
Sergey Tsvetukhin, Deputy Chief Support&Service Officer
Open Technologies, tel: +7(095)787-7027
e-mail: tsv (at) ot.ru, http://www.ot.ru/

From jesse at bestpractical.com  Sun Apr 27 10:08:19 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 27 Apr 2003 10:08:19 -0400
Subject: [rt-users] mailgate and 8bit problem
In-Reply-To: <20030427164717.FD76.TSV@ot.ru>
References: <20030427164717.FD76.TSV@ot.ru>
Message-ID: <20030427140819.GI4018@fsck.com>

We're already working on fixing this over the next few days.
Autrijus has promised me a code drop today. 



On Sun, Apr 27, 2003 at 05:13:51PM +0400, Sergey Tsvetukhin wrote:
> Hello
> 
> I have a problem with create tickets via mailgate,
> RT 3.0.2-pre3
> 
> # grep  EmailInputEncoding etc/RT_SiteConfig.pm
> @EmailInputEncodings = qw(uft-8 KOI8-R iso-8859-1) unless (@EmailEncodings);
> 
> # perl -v
> This is perl, v5.8.0 built for sun4-solaris
> 
> # uname -a
> SunOS vega 5.8 Generic_108528-19 sun4u sparc SUNW,Ultra-60
> 
> sendmail is "Sendmail 8.11.7+Sun/8.11.7;"
> 
> 
> The first problem is:
> 
> I have a message in quoted-printable format:
> ----
> Return-Path: 
> Date: Wed, 23 Apr 2003 21:31:05 +0400
> From: Sergey Tsvetukhin 
> MIME-Version: 1.0
> To: rt at test.int
> Subject: =?KOI8-R?Q?=F0=CF=DE=C5=CD=D5_=CF=C4=C5=D4=D9=C5_=D6=C5=CE=DD?=
>  =?KOI8-R?Q?=C9=CE=D9_=CC=D5=DE=DB=C5=2C_=DE=C5=CD_=D2=C1=DA=C4=C5=D4?=
>  =?KOI8-R?Q?=D9=C5=3F?=
> Content-Type: text/plain; charset=koi8-r
> Content-Transfer-Encoding: quoted-printable
> 
> =F0=CF=DE=C5=CD=D5 =CF=C4=C5=D4=D9=C5 =D6=C5=CE=DD=C9=CE=D9 =CC=D5=DE=DB=C5=
> , =DE=C5=CD =D2=C1=DA=C4=C5=D4=D9=C5?
> 1. =E4=CC=D1 =CB=CF=CD=D0=CC=C9=CD=C5=CE=D4=C1 =CF=C4=C5=D4=CF=CA =D6=C5=CE=
> =DD=C9=CE=C5 =CC=C5=C7=DE=C5 =CE=C1=CA=D4=C9 =D0=CF=D7=CF=C4.
> ----
> 
> cat msg | /opt/rt3/bin/rt-mailgate --queue test --action correspond --url http://support.test.int/rt/ --debug
> 
> Connecting to http://support.test.int/rt//REST/1.0/NoAuth/mail-gateway at /opt/rt3/bin/rt-mailgate line 406, <> chunk 1.
> ok
> Ticket: 391
> Queue: test
> Owner: Nobody
> Status: new
> Subject: ii?yimi?y i?i?imyyim i?imi?y i?i?y i"yyyim, yimi? yi?i?i?imy yim?
> Requestor: tsv at test.int
> 
> but message is damaged 
> 
> if I comment line 
> $value = $object->DecodeUTF8($value);
> in file lib/RT/Interface/Web.pm all OK
> 
> 
> The second problem is:
> I have the same message in 8bit format:
> ----
> Return-Path: 
> Date: Wed, 23 Apr 2003 21:31:05 +0400
> From: Sergey Tsvetukhin 
> MIME-Version: 1.0
> To: rt at test.int
> Subject: =?KOI8-R?Q?=F0=CF=DE=C5=CD=D5_=CF=C4=C5=D4=D9=C5_=D6=C5=CE=DD?=
>  =?KOI8-R?Q?=C9=CE=D9_=CC=D5=DE=DB=C5=2C_=DE=C5=CD_=D2=C1=DA=C4=C5=D4?=
>  =?KOI8-R?Q?=D9=C5=3F?=
> Content-Type: text/plain; charset=koi8-r
> Content-Transfer-Encoding: 8bit
> 
> <8bit characters>
> ----
> 
> I never can create a correct ticket :(
> cat msg | /opt/rt3/bin/rt-mailgate --queue test --action correspond --url http://support.test.int/rt/ --debug
> 
> Connecting to http://support.test.int/rt//REST/1.0/NoAuth/mail-gateway at /opt/rt3/bin/rt-mailgate line 406, <> chunk 1.
> ok
> Ticket: 393
> Queue: test
> Owner: Nobody
> Status: new
> Subject:
> Requestor:
> 
> Subject is empty, Requestor is empty, Body is empty ...
> 
> What is wrong ?
> 
> 
> 
> -- 
> Sergey Tsvetukhin, Deputy Chief Support&Service Officer
> Open Technologies, tel: +7(095)787-7027
> e-mail: tsv (at) ot.ru, http://www.ot.ru/
> ???????????????????????????????????????z?&j)b?	b?????
?????l??
??(?m????+-???r???o?j)fj???b?????????
?????y?m??@???y???
?X?z????i??????r?????
-- 
http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From christian.steger at ripe.at  Sun Apr 27 11:55:50 2003
From: christian.steger at ripe.at (Christian Steger)
Date: Sun, 27 Apr 2003 17:55:50 +0200 (CEST)
Subject: [rt-users] upgrade rt2 -> rt3
Message-ID: <2819.192.168.20.20.1051458950.squirrel@wm.ripe.at>

hi there,

i just asking if there is a way to upgrade from rt2 --> rt3.

thanks for any answers!

kind regards

christian





From peterb at ucar.edu  Sun Apr 27 13:47:06 2003
From: peterb at ucar.edu (Peter Burkholder)
Date: Sun, 27 Apr 2003 11:47:06 -0600
Subject: [rt-users] Two installations (404 on /index.html)
In-Reply-To: <20030427160002.8577.11895.Mailman@pallas.eruditorum.org>; from rt-users-request@lists.fsck.com on Sun, Apr 27, 2003 at 12:00:02PM -0400
References: <20030427160002.8577.11895.Mailman@pallas.eruditorum.org>
Message-ID: <20030427114706.B22474@ucar.edu>

There was a thread on this early last year.  See:
  http://lists.fsck.com/pipermail/rt-users/2002-February and look for the
Two Domains, One RT thread.

It seems the cleanest approach, that I'm using, is to use FastCGI instead of
mod_perl (or maybe even SpeedyCGI).

I use two installs of RT3 under /usr/local/rt-dpc and /usr/local/rt-dlese.
That's easier than sym-linking because the options to the ./configure script
will set variables deep inside RT.

My httpd.conf file looks like this (relevant section), and only requires one Apache.


    ServerName rt.dpc.example.edu
    DocumentRoot /usr/local/rt3-dpc/share/html
    AddDefaultCharset UTF-8
    FastCgiServer /usr/local/rt3-dpc/bin/mason_handler.fcgi
    Alias /NoAuth/images/ /usr/local/rt3-dpc/share/html/NoAuth/images/
    ScriptAlias / /usr/local/rt3-dpc/bin/mason_handler.fcgi/
    AddHandler fastcgi-script fcgi

 
    ServerName rt.example.org
    DocumentRoot /usr/local/rt3-dlese/share/html
    AddDefaultCharset UTF-8
    FastCgiServer /usr/local/rt3-dlese/bin/mason_handler.fcgi
    Alias /NoAuth/images/ /usr/local/rt3-dlese/share/html/NoAuth/images/
    ScriptAlias / /usr/local/rt3-dlese/bin/mason_handler.fcgi/
    AddHandler fastcgi-script fcgi



> Message: 1
> Date: Sun, 27 Apr 2003 00:08:53 +0200
> To: rt-users at lists.fsck.com
> From: Paul Guyot 
> Subject: [rt-users] Two installations (404 on /index.html)
> 
> Hi all,
> 
> I'm trying to setup two installations of RT.
> So far, I successfully set one up from FreeBSD port into /usr/local/rt2.
> 
> To setup another installation, I tried the following:
> - install from the tarball (rt-2-0-15.tar.gz), configuring the 
> Makefile to use another DB and path.
> - copy FreeBSD patched version, changed the makefile and try to rebuild
> - copy FreeBSD's directory directly with the permissions.
--
Peter Burkholder, System Administrator
Digital Library for Earth System Education (DLESE -- http://www.dlese.org)
peterb at ucar.edu
DLESE Program Center (DPC)                             ~~~  ~~  ~~~~   __o
UCAR/DPC, P.O. Box 3000       Ph) 303-497-2663       ~~~  ~~~~ ~~    _`\<,_
Boulder, CO 80307-3000        Fx) 303-497-8336  ~~~~ ~~~   ~~~~     (*)/ (*)


From christian.steger at ripe.at  Sun Apr 27 14:47:30 2003
From: christian.steger at ripe.at (Christian Steger)
Date: Sun, 27 Apr 2003 20:47:30 +0200 (CEST)
Subject: [rt-users] Could not load a valid user
Message-ID: <3610.192.168.20.20.1051469250.squirrel@wm.ripe.at>

hi there,

just installed, the rt3 on my private box. - i have here a problem
actually i not correct understand:

the message appeard while sending an mail to the rt:

Could not load a valid user?


with an message from the rt3 system.
the mta here is exim 3.34 (running as exim):

the mailgate as the others:

-rwsr-sr-x    1 root     rt          10207 Apr 27 13:30 rt-mailgate

any ideas where the problem could be?

perl here is 5.6.1

thanks for any answers.

chris





From christian.steger at ripe.at  Sun Apr 27 14:47:31 2003
From: christian.steger at ripe.at (Christian Steger)
Date: Sun, 27 Apr 2003 20:47:31 +0200 (CEST)
Subject: [rt-users] Could not load a valid user
Message-ID: <3611.192.168.20.20.1051469251.squirrel@wm.ripe.at>

hi there,

just installed, the rt3 on my private box. - i have here a problem
actually i not correct understand:

the message appeard while sending an mail to the rt:

Could not load a valid user?


with an message from the rt3 system.
the mta here is exim 3.34 (running as exim):

the mailgate as the others:

-rwsr-sr-x    1 root     rt          10207 Apr 27 13:30 rt-mailgate

any ideas where the problem could be?

perl here is 5.6.1

thanks for any answers.

chris





From ted at serreyn.com  Sun Apr 27 18:55:29 2003
From: ted at serreyn.com (Ted Serreyn)
Date: Sun, 27 Apr 2003 17:55:29 -0500
Subject: [rt-users] problems with attachments
Message-ID: <006201c30d10$19ec72f0$0f14140a@hawkings>

Anyone else having problems with attachments in RT3.02pre3?

I have problems attaching things via email and from the web interface.  If I attach via email, I get into a nasty email loop where sendmail fails with an EX_TEMPFAIL, but the file does get attached.  sendmail of course continues to try to deliver the message and I get multiple attachments.  (BTW, is there an easy way to remove the duplicates?)
apache 1.3.27
perl 5.6.1
rt 3.0.2pre3 (upgraded from rt 2.0.15)
sendmail 8.11.6
system is redhat7.2 with modifications/hand installations.

If I attach from the command line, I get the following error and the file DOES NOT attach:

System error

      error:  Not an ARRAY reference at /usr/rt3/share/html/autohandler line 31.
     
      context:  ...   
            277:  } 
            278:   
            279:  # All errors returned from this routine will be in exception form. 
            280:  local $SIG{'__DIE__'} = sub { 
            281:  rethrow_exception( $_[0] ); 
            282:  }; 
            283:   
            284:  # 
            285:  # $m is a dynamically scoped global containing this 
            ...   
     
      code stack:  /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:281
      /usr/rt3/share/html/autohandler:31
     

raw error

Raw errror is as follows:
Not an ARRAY reference at /usr/rt3/share/html/autohandler line 31.


Trace begun at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Exceptions.pm line 121
HTML::Mason::Exceptions::rethrow_exception('Not an ARRAY reference at /usr/rt3/share/html/autohandler line 31.^J') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 281
HTML::Mason::Request::__ANON__('Not an ARRAY reference at /usr/rt3/share/html/autohandler line 31.^J') called at /usr/rt3/share/html/autohandler line 31
HTML::Mason::Commands::__ANON__('UpdateContent', '-- ^M^JTed Serreyn^M^JSerreyn Network Services, LLC^M^Jhttp://www.serreyn.com/', 'UpdateAttach', 1, 'UpdateBcc', '', 'DefaultStatus', 'open', 'UpdateCc', '', 'Status', 'open', 'UpdateType', 'private', 'UpdateSubject', 'test emergency ticket creation', 'QuoteTransaction', '', 'id', 345, 'Attach', 'I:\Basepolicy.PDF', 'Owner', 10, 'SubmitTicket', 'Submit', 'Action', 'Comment', 'UpdateTimeWorked', '') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 133
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x85f9360)', 'UpdateContent', '-- ^M^JTed Serreyn^M^JSerreyn Network Services, LLC^M^Jhttp://www.serreyn.com/', 'UpdateAttach', 1, 'UpdateBcc', '', 'DefaultStatus', 'open', 'UpdateCc', '', 'Status', 'open', 'UpdateType', 'private', 'UpdateSubject', 'test emergency ticket creation', 'QuoteTransaction', '', 'id', 345, 'Attach', 'I:\Basepolicy.PDF', 'Owner', 10, 'SubmitTicket', 'Submit', 'Action', 'Comment', 'UpdateTimeWorked', '') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1040
eval {...}('HTML::Mason::Component::FileBased=HASH(0x85f9360)', 'UpdateContent', '-- ^M^JTed Serreyn^M^JSerreyn Network Services, LLC^M^Jhttp://www.serreyn.com/', 'UpdateAttach', 1, 'UpdateBcc', '', 'DefaultStatus', 'open', 'UpdateCc', '', 'Status', 'open', 'UpdateType', 'private', 'UpdateSubject', 'test emergency ticket creation', 'QuoteTransaction', '', 'id', 345, 'Attach', 'I:\Basepolicy.PDF', 'Owner', 10, 'SubmitTicket', 'Submit', 'Action', 'Comment', 'UpdateTimeWorked', '') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1039
HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x92dd438)', 'HASH(0x92dd4a4)', 'HTML::Mason::Component::FileBased=HASH(0x85f9360)', 'UpdateContent', '-- ^M^JTed Serreyn^M^JSerreyn Network Services, LLC^M^Jhttp://www.serreyn.com/', 'UpdateAttach', 1, 'UpdateBcc', '', 'DefaultStatus', 'open', 'UpdateCc', '', 'Status', 'open', 'UpdateType', 'private', 'UpdateSubject', 'test emergency ticket creation', 'QuoteTransaction', '', 'id', 345, 'Attach', 'I:\Basepolicy.PDF', 'Owner', 10, 'SubmitTicket', 'Submit', 'Action', 'Comment', 'UpdateTimeWorked', '') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 336
eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x92dd438)', 'HASH(0x92dd4a4)', 'HTML::Mason::Component::FileBased=HASH(0x85f9360)', 'UpdateContent', '-- ^M^JTed Serreyn^M^JSerreyn Network Services, LLC^M^Jhttp://www.serreyn.com/', 'UpdateAttach', 1, 'UpdateBcc', '', 'DefaultStatus', 'open', 'UpdateCc', '', 'Status', 'open', 'UpdateType', 'private', 'UpdateSubject', 'test emergency ticket creation', 'QuoteTransaction', '', 'id', 345, 'Attach', 'I:\Basepolicy.PDF', 'Owner', 10, 'SubmitTicket', 'Submit', 'Action', 'Comment', 'UpdateTimeWorked', '') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 336
eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x92dd438)', 'HASH(0x92dd4a4)', 'HTML::Mason::Component::FileBased=HASH(0x85f9360)', 'UpdateContent', '-- ^M^JTed Serreyn^M^JSerreyn Network Services, LLC^M^Jhttp://www.serreyn.com/', 'UpdateAttach', 1, 'UpdateBcc', '', 'DefaultStatus', 'open', 'UpdateCc', '', 'Status', 'open', 'UpdateType', 'private', 'UpdateSubject', 'test emergency ticket creation', 'QuoteTransaction', '', 'id', 345, 'Attach', 'I:\Basepolicy.PDF', 'Owner', 10, 'SubmitTicket', 'Submit', 'Action', 'Comment', 'UpdateTimeWorked', '') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 296
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x92dd438)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 134
eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x92dd438)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 134
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x92dd438)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 787
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x87230e4)', 'Apache=SCALAR(0x842bd54)') called at /usr/rt3/bin/webmux.pl line 118
RT::Mason::handler('Apache=SCALAR(0x842bd54)') called at /dev/null line 0
eval {...}('Apache=SCALAR(0x842bd54)') called at /dev/null line 0
-------------- next part --------------
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From jesse at bestpractical.com  Sun Apr 27 19:01:43 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 27 Apr 2003 19:01:43 -0400
Subject: [rt-users] problems with attachments
In-Reply-To: <006201c30d10$19ec72f0$0f14140a@hawkings>
References: <006201c30d10$19ec72f0$0f14140a@hawkings>
Message-ID: <20030427230143.GK4018@fsck.com>

Try pre4, which should exist in about 10 minutes.


On Sun, Apr 27, 2003 at 05:55:29PM -0500, Ted Serreyn wrote:
> Anyone else having problems with attachments in RT3.02pre3?
> 
> I have problems attaching things via email and from the web interface.  If I attach via email, I get into a nasty email loop where sendmail fails with an EX_TEMPFAIL, but the file does get attached.  sendmail of course continues to try to deliver the message and I get multiple attachments.  (BTW, is there an easy way to remove the duplicates?)
> apache 1.3.27
> perl 5.6.1
> rt 3.0.2pre3 (upgraded from rt 2.0.15)
> sendmail 8.11.6
> system is redhat7.2 with modifications/hand installations.
> 
> If I attach from the command line, I get the following error and the file DOES NOT attach:
> 
> System error
> 
>       error:  Not an ARRAY reference at /usr/rt3/share/html/autohandler line 31.
>      
>       context:  ...   
>             277:  } 
>             278:   
>             279:  # All errors returned from this routine will be in exception form. 
>             280:  local $SIG{'__DIE__'} = sub { 
>             281:  rethrow_exception( $_[0] ); 
>             282:  }; 
>             283:   
>             284:  # 
>             285:  # $m is a dynamically scoped global containing this 
>             ...   
>      
>       code stack:  /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:281
>       /usr/rt3/share/html/autohandler:31
>      
> 
> raw error
> 
> Raw errror is as follows:
> Not an ARRAY reference at /usr/rt3/share/html/autohandler line 31.
> 
> 
> Trace begun at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Exceptions.pm line 121
> HTML::Mason::Exceptions::rethrow_exception('Not an ARRAY reference at /usr/rt3/share/html/autohandler line 31.^J') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 281
> HTML::Mason::Request::__ANON__('Not an ARRAY reference at /usr/rt3/share/html/autohandler line 31.^J') called at /usr/rt3/share/html/autohandler line 31
> HTML::Mason::Commands::__ANON__('UpdateContent', '-- ^M^JTed Serreyn^M^JSerreyn Network Services, LLC^M^Jhttp://www.serreyn.com/', 'UpdateAttach', 1, 'UpdateBcc', '', 'DefaultStatus', 'open', 'UpdateCc', '', 'Status', 'open', 'UpdateType', 'private', 'UpdateSubject', 'test emergency ticket creation', 'QuoteTransaction', '', 'id', 345, 'Attach', 'I:\Basepolicy.PDF', 'Owner', 10, 'SubmitTicket', 'Submit', 'Action', 'Comment', 'UpdateTimeWorked', '') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 133
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x85f9360)', 'UpdateContent', '-- ^M^JTed Serreyn^M^JSerreyn Network Services, LLC^M^Jhttp://www.serreyn.com/', 'UpdateAttach', 1, 'UpdateBcc', '', 'DefaultStatus', 'open', 'UpdateCc', '', 'Status', 'open', 'UpdateType', 'private', 'UpdateSubject', 'test emergency ticket creation', 'QuoteTransaction', '', 'id', 345, 'Attach', 'I:\Basepolicy.PDF', 'Owner', 10, 'SubmitTicket', 'Submit', 'Action', 'Comment', 'UpdateTimeWorked', '') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1040
> eval {...}('HTML::Mason::Component::FileBased=HASH(0x85f9360)', 'UpdateContent', '-- ^M^JTed Serreyn^M^JSerreyn Network Services, LLC^M^Jhttp://www.serreyn.com/', 'UpdateAttach', 1, 'UpdateBcc', '', 'DefaultStatus', 'open', 'UpdateCc', '', 'Status', 'open', 'UpdateType', 'private', 'UpdateSubject', 'test emergency ticket creation', 'QuoteTransaction', '', 'id', 345, 'Attach', 'I:\Basepolicy.PDF', 'Owner', 10, 'SubmitTicket', 'Submit', 'Action', 'Comment', 'UpdateTimeWorked', '') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1039
> HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x92dd438)', 'HASH(0x92dd4a4)', 'HTML::Mason::Component::FileBased=HASH(0x85f9360)', 'UpdateContent', '-- ^M^JTed Serreyn^M^JSerreyn Network Services, LLC^M^Jhttp://www.serreyn.com/', 'UpdateAttach', 1, 'UpdateBcc', '', 'DefaultStatus', 'open', 'UpdateCc', '', 'Status', 'open', 'UpdateType', 'private', 'UpdateSubject', 'test emergency ticket creation', 'QuoteTransaction', '', 'id', 345, 'Attach', 'I:\Basepolicy.PDF', 'Owner', 10, 'SubmitTicket', 'Submit', 'Action', 'Comment', 'UpdateTimeWorked', '') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 336
> eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x92dd438)', 'HASH(0x92dd4a4)', 'HTML::Mason::Component::FileBased=HASH(0x85f9360)', 'UpdateContent', '-- ^M^JTed Serreyn^M^JSerreyn Network Services, LLC^M^Jhttp://www.serreyn.com/', 'UpdateAttach', 1, 'UpdateBcc', '', 'DefaultStatus', 'open', 'UpdateCc', '', 'Status', 'open', 'UpdateType', 'private', 'UpdateSubject', 'test emergency ticket creation', 'QuoteTransaction', '', 'id', 345, 'Attach', 'I:\Basepolicy.PDF', 'Owner', 10, 'SubmitTicket', 'Submit', 'Action', 'Comment', 'UpdateTimeWorked', '') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 336
> eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x92dd438)', 'HASH(0x92dd4a4)', 'HTML::Mason::Component::FileBased=HASH(0x85f9360)', 'UpdateContent', '-- ^M^JTed Serreyn^M^JSerreyn Network Services, LLC^M^Jhttp://www.serreyn.com/', 'UpdateAttach', 1, 'UpdateBcc', '', 'DefaultStatus', 'open', 'UpdateCc', '', 'Status', 'open', 'UpdateType', 'private', 'UpdateSubject', 'test emergency ticket creation', 'QuoteTransaction', '', 'id', 345, 'Attach', 'I:\Basepolicy.PDF', 'Owner', 10, 'SubmitTicket', 'Submit', 'Action', 'Comment', 'UpdateTimeWorked', '') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 296
> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x92dd438)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 134
> eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x92dd438)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 134
> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x92dd438)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 787
> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x87230e4)', 'Apache=SCALAR(0x842bd54)') called at /usr/rt3/bin/webmux.pl line 118
> RT::Mason::handler('Apache=SCALAR(0x842bd54)') called at /dev/null line 0
> eval {...}('Apache=SCALAR(0x842bd54)') called at /dev/null line 0
-- 
http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From pdh at bestpractical.com  Sun Apr 27 20:28:51 2003
From: pdh at bestpractical.com (Phil Homewood)
Date: Mon, 28 Apr 2003 10:28:51 +1000
Subject: [rt-users] Permissions
In-Reply-To: <003e01c30b28$597bd170$1401a8c0@genocide>
References: <003e01c30b28$597bd170$1401a8c0@genocide>
Message-ID: <20030428002851.GA481@luggage.internal.moreton.com.au>

Chris Knipe wrote:
> Hence this email,  what other permissions are required to allow a
> authenticated user to take a ticket?

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


From savage at savage.za.org  Sun Apr 27 20:33:23 2003
From: savage at savage.za.org (Chris Knipe)
Date: Mon, 28 Apr 2003 02:33:23 +0200
Subject: [rt-users] Permissions
References: <003e01c30b28$597bd170$1401a8c0@genocide> <20030428002851.GA481@luggage.internal.moreton.com.au>
Message-ID: <000701c30d1d$c726fe60$1401a8c0@genocide>

ModifyTicket will allow the user to comment / reply to the ticket without
owning it (which is exactly what I don't want).

Apparently a patch has been submitted to allow the functionality I require,
but it has not yet made it to the RT releases :((


--
me

----- Original Message ----- 
From: "Phil Homewood" 
To: 
Sent: Monday, April 28, 2003 2:28 AM
Subject: Re: [rt-users] Permissions


> Chris Knipe wrote:
> > Hence this email,  what other permissions are required to allow a
> > authenticated user to take a ticket?
>
> ModifyTicket ?
> -- 
> ?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From kazu at kmn.co.jp  Sun Apr 27 21:49:03 2003
From: kazu at kmn.co.jp (Kazu Kimura)
Date: Mon, 28 Apr 2003 10:49:03 +0900
Subject: pre4 problem (was Re: [rt-users] problems with attachments
References: <006201c30d10$19ec72f0$0f14140a@hawkings> <20030427230143.GK4018@fsck.com>
Message-ID: <005101c30d28$597245e0$360aa8c0@Office>

Jesse,

Pre4 requires Locale::Maketext::Lexicon 0.22 but it is not available now.

0.21 is the latest version available.

Regards,
Kazu
----- Original Message ----- 
From: "Jesse Vincent" 
To: "Ted Serreyn" 
Cc: 
Sent: Monday, April 28, 2003 8:01 AM
Subject: Re: [rt-users] problems with attachments


> Try pre4, which should exist in about 10 minutes.
>
>
> On Sun, Apr 27, 2003 at 05:55:29PM -0500, Ted Serreyn wrote:
> > Anyone else having problems with attachments in RT3.02pre3?
> >
> > I have problems attaching things via email and from the web interface.
If I attach via email, I get into a nasty email loop where sendmail fails
with an EX_TEMPFAIL, but the file does get attached.  sendmail of course
continues to try to deliver the message and I get multiple attachments.
(BTW, is there an easy way to remove the duplicates?)
> > apache 1.3.27
> > perl 5.6.1
> > rt 3.0.2pre3 (upgraded from rt 2.0.15)
> > sendmail 8.11.6
> > system is redhat7.2 with modifications/hand installations.
> >
> > If I attach from the command line, I get the following error and the
file DOES NOT attach:
> >
> > System error
> >
> >       error:  Not an ARRAY reference at /usr/rt3/share/html/autohandler
line 31.
> >
> >       context:  ...
> >             277:  }
> >             278:
> >             279:  # All errors returned from this routine will be in
exception form.
> >             280:  local $SIG{'__DIE__'} = sub {
> >             281:  rethrow_exception( $_[0] );
> >             282:  };
> >             283:
> >             284:  #
> >             285:  # $m is a dynamically scoped global containing this
> >             ...
> >
> >       code stack:
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm:281
> >       /usr/rt3/share/html/autohandler:31
> >
> >
> > raw error
> >
> > Raw errror is as follows:
> > Not an ARRAY reference at /usr/rt3/share/html/autohandler line 31.
> >
> >
> > Trace begun at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Exceptions.pm
line 121
> > HTML::Mason::Exceptions::rethrow_exception('Not an ARRAY reference at
/usr/rt3/share/html/autohandler line 31.^J') called at
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 281
> > HTML::Mason::Request::__ANON__('Not an ARRAY reference at
/usr/rt3/share/html/autohandler line 31.^J') called at
/usr/rt3/share/html/autohandler line 31
> > HTML::Mason::Commands::__ANON__('UpdateContent', '-- ^M^JTed
Serreyn^M^JSerreyn Network Services, LLC^M^Jhttp://www.serreyn.com/',
'UpdateAttach', 1, 'UpdateBcc', '', 'DefaultStatus', 'open', 'UpdateCc', '',
'Status', 'open', 'UpdateType', 'private', 'UpdateSubject', 'test emergency
ticket creation', 'QuoteTransaction', '', 'id', 345, 'Attach',
'I:\Basepolicy.PDF', 'Owner', 10, 'SubmitTicket', 'Submit', 'Action',
'Comment', 'UpdateTimeWorked', '') called at
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 133
> >
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x85f936
0)', 'UpdateContent', '-- ^M^JTed Serreyn^M^JSerreyn Network Services,
LLC^M^Jhttp://www.serreyn.com/', 'UpdateAttach', 1, 'UpdateBcc', '',
'DefaultStatus', 'open', 'UpdateCc', '', 'Status', 'open', 'UpdateType',
'private', 'UpdateSubject', 'test emergency ticket creation',
'QuoteTransaction', '', 'id', 345, 'Attach', 'I:\Basepolicy.PDF', 'Owner',
10, 'SubmitTicket', 'Submit', 'Action', 'Comment', 'UpdateTimeWorked', '')
called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1040
> > eval {...}('HTML::Mason::Component::FileBased=HASH(0x85f9360)',
'UpdateContent', '-- ^M^JTed Serreyn^M^JSerreyn Network Services,
LLC^M^Jhttp://www.serreyn.com/', 'UpdateAttach', 1, 'UpdateBcc', '',
'DefaultStatus', 'open', 'UpdateCc', '', 'Status', 'open', 'UpdateType',
'private', 'UpdateSubject', 'test emergency ticket creation',
'QuoteTransaction', '', 'id', 345, 'Attach', 'I:\Basepolicy.PDF', 'Owner',
10, 'SubmitTicket', 'Submit', 'Action', 'Comment', 'UpdateTimeWorked', '')
called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1039
> >
HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x92dd4
38)', 'HASH(0x92dd4a4)',
'HTML::Mason::Component::FileBased=HASH(0x85f9360)', 'UpdateContent', '-- 
^M^JTed Serreyn^M^JSerreyn Network Services,
LLC^M^Jhttp://www.serreyn.com/', 'UpdateAttach', 1, 'UpdateBcc', '',
'DefaultStatus', 'open', 'UpdateCc', '', 'Status', 'open', 'UpdateType',
'private', 'UpdateSubject', 'test emergency ticket creation',
'QuoteTransaction', '', 'id', 345, 'Attach', 'I:\Basepolicy.PDF', 'Owner',
10, 'SubmitTicket', 'Submit', 'Action', 'Comment', 'UpdateTimeWorked', '')
called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 336
> > eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x92dd438)',
'HASH(0x92dd4a4)', 'HTML::Mason::Component::FileBased=HASH(0x85f9360)',
'UpdateContent', '-- ^M^JTed Serreyn^M^JSerreyn Network Services,
LLC^M^Jhttp://www.serreyn.com/', 'UpdateAttach', 1, 'UpdateBcc', '',
'DefaultStatus', 'open', 'UpdateCc', '', 'Status', 'open', 'UpdateType',
'private', 'UpdateSubject', 'test emergency ticket creation',
'QuoteTransaction', '', 'id', 345, 'Attach', 'I:\Basepolicy.PDF', 'Owner',
10, 'SubmitTicket', 'Submit', 'Action', 'Comment', 'UpdateTimeWorked', '')
called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 336
> > eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x92dd438)',
'HASH(0x92dd4a4)', 'HTML::Mason::Component::FileBased=HASH(0x85f9360)',
'UpdateContent', '-- ^M^JTed Serreyn^M^JSerreyn Network Services,
LLC^M^Jhttp://www.serreyn.com/', 'UpdateAttach', 1, 'UpdateBcc', '',
'DefaultStatus', 'open', 'UpdateCc', '', 'Status', 'open', 'UpdateType',
'private', 'UpdateSubject', 'test emergency ticket creation',
'QuoteTransaction', '', 'id', 345, 'Attach', 'I:\Basepolicy.PDF', 'Owner',
10, 'SubmitTicket', 'Submit', 'Action', 'Comment', 'UpdateTimeWorked', '')
called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 296
> >
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x92dd4
38)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm
line 134
> > eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x92dd438)') called
at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 134
> >
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl
er=HASH(0x92dd438)') called at
/usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 787
> >
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(
0x87230e4)', 'Apache=SCALAR(0x842bd54)') called at /usr/rt3/bin/webmux.pl
line 118
> > RT::Mason::handler('Apache=SCALAR(0x842bd54)') called at /dev/null line
0
> > eval {...}('Apache=SCALAR(0x842bd54)') called at /dev/null line 0
> -- 
> http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>



From rmo at sunnmore.net  Sun Apr 27 22:01:17 2003
From: rmo at sunnmore.net (Roy-Magne Mo)
Date: Mon, 28 Apr 2003 04:01:17 +0200
Subject: pre4 problem (was Re: [rt-users] problems with attachments
In-Reply-To: <005101c30d28$597245e0$360aa8c0@Office>
References: <006201c30d10$19ec72f0$0f14140a@hawkings> <20030427230143.GK4018@fsck.com> <005101c30d28$597245e0$360aa8c0@Office>
Message-ID: <3EAC8B6D.4060102@sunnmore.net>

Kazu Kimura wrote:
> Jesse,
> 
> Pre4 requires Locale::Maketext::Lexicon 0.22 but it is not available now.
> 
> 0.21 is the latest version available.

http://fsck.com/pub/rt/devel/Locale-Maketext-Lexicon-0.22.tar.gz

-- 
Roy-Magne Mo



From ted at serreyn.com  Sun Apr 27 22:35:11 2003
From: ted at serreyn.com (Ted Serreyn)
Date: 27 Apr 2003 21:35:11 -0500
Subject: [rt-users] problems with attachments
In-Reply-To: <006201c30d10$19ec72f0$0f14140a@hawkings>
References: <006201c30d10$19ec72f0$0f14140a@hawkings>
Message-ID: <1051497311.14339.3.camel@localhost.localdomain>

-pre4 seems to have fixed the direct attachments via the web interface,
but the email thing still sits in the queue with EX_TEMPFAIL, of course
I am getting plenty of attachments as sendmail continues to try to
process an email that has already been processed by rt correctly (the
attachment is attached to the case).

Ted


On Sun, 2003-04-27 at 17:55, Ted Serreyn wrote:
> Anyone else having problems with attachments in RT3.02pre3?
>  
> I have problems attaching things via email and from the web
> interface.  If I attach via email, I get into a nasty email loop where
> sendmail fails with an EX_TEMPFAIL, but the file does get attached. 
> sendmail of course continues to try to deliver the message and I get
> multiple attachments.  (BTW, is there an easy way to remove the
> duplicates?)
> apache 1.3.27
> perl 5.6.1
> rt 3.0.2pre3 (upgraded from rt 2.0.15)
> sendmail 8.11.6
> system is redhat7.2 with modifications/hand installations.

-- 
Ted Serreyn
Serreyn Network Services, LLC
http://www.serreyn.com/



From kazu at kmn.co.jp  Sun Apr 27 22:48:12 2003
From: kazu at kmn.co.jp (Kazu Kimura)
Date: Mon, 28 Apr 2003 11:48:12 +0900
Subject: pre4 problem (was Re: [rt-users] problems with attachments
References: <006201c30d10$19ec72f0$0f14140a@hawkings> <20030427230143.GK4018@fsck.com> <005101c30d28$597245e0$360aa8c0@Office> <3EAC8B6D.4060102@sunnmore.net>
Message-ID: <00a001c30d30$9c696510$360aa8c0@Office>

Roy-Magne,

Thanks.

----- Original Message ----- 
From: "Roy-Magne Mo" 
To: 
Sent: Monday, April 28, 2003 11:01 AM
Subject: Re: pre4 problem (was Re: [rt-users] problems with attachments


> Kazu Kimura wrote:
> > Jesse,
> >
> > Pre4 requires Locale::Maketext::Lexicon 0.22 but it is not available
now.
> >
> > 0.21 is the latest version available.
>
> http://fsck.com/pub/rt/devel/Locale-Maketext-Lexicon-0.22.tar.gz
>
> -- 
> Roy-Magne Mo
>
> _______________________________________________
> 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 ted at serreyn.com  Sun Apr 27 23:13:03 2003
From: ted at serreyn.com (Ted Serreyn)
Date: 27 Apr 2003 22:13:03 -0500
Subject: [rt-users] problems with attachments
In-Reply-To: <1051497311.14339.3.camel@localhost.localdomain>
References: <006201c30d10$19ec72f0$0f14140a@hawkings>
	 <1051497311.14339.3.camel@localhost.localdomain>
Message-ID: <1051499583.14339.8.camel@localhost.localdomain>

Going back thru mailing list and double checking things, I realized that
the rt3 database was still running with isam.  This has been corrected
and my problem seems to have gone away.

Jesse, you may wish to put an item in the readme regarding this as I
went thru it three times and never switched my indexes.

Ted



On Sun, 2003-04-27 at 21:35, Ted Serreyn wrote:
> -pre4 seems to have fixed the direct attachments via the web interface,
> but the email thing still sits in the queue with EX_TEMPFAIL, of course
> I am getting plenty of attachments as sendmail continues to try to
> process an email that has already been processed by rt correctly (the
> attachment is attached to the case).
> 
> Ted


-- 
Ted Serreyn
Serreyn Network Services, LLC
http://www.serreyn.com/



From jaq at spacepants.org  Mon Apr 28 00:48:15 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Mon, 28 Apr 2003 14:48:15 +1000
Subject: [rt-users] Newbie - Apache error
In-Reply-To: <3EA90310.8030400@e-milio.com>
References: <3EA90310.8030400@e-milio.com>
Message-ID: <20030428044815.GN16613@spacepants.org>

This one time, at band camp, Oscar Arranz wrote:
>     Hi all,
>
>         I have installed RT  3 in a linux Red Hat 8 using mysql and this
>     apache configuration:
>
>                 Apache/2.0.45 (Unix) mod_perl/1.99_08 Perl/v5.8.0 Server
>     at 192.168.0.10 Port 8080
>
>         When I connect to the URL http://192.168.0.10:8080 I get a 404
>     error (Page not found). The apache error log has the following line:
>
>         [error] [client 192.168.0.11] Attempt to serve directory: /opt/
>     rt3/share/html/
>
>         The directory exists and has read permission for everybody.
>
>         What could be happening?

http://lists.fsck.com/pipermail/rt-users/2003-April/013169.html

-- 
jaq at spacepants.org                           http://spacepants.org/jaq.gpg


From jaq at spacepants.org  Mon Apr 28 01:29:08 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Mon, 28 Apr 2003 15:29:08 +1000
Subject: [rt-users] Extremely slow response when adding comment or change people
In-Reply-To: <3EAA8A8A.60907@astron.hu>
References: <3EAA6A5A.6030107@univie.ac.at> <3EAA8A8A.60907@astron.hu>
Message-ID: <20030428052908.GO16613@spacepants.org>

This one time, at band camp, Vajk? P?ter wrote:
>RT 3.0.2pre3 with postgresql 7.3 is extremely slow at these actions. It 
>starts a select like this:

>about 150 tickets. I suspect the WhoHaveRigths sub in Users_Overlay.pm.
>
>Any ideas why this is happening?

Not sure, but I found a speed problem with the Instance field of the Group
table, it was a varchar(64) but it was storing integers (or null entries)
only.

I've modified the table, converting instance to integer like so:

( i forget the actual sql i used, but hopefully you get the idea)
alter table groups add column tmp (integer);
update tmp from groups set tmp = int4(instance) where instance is not null;
update tmp from groups set tmp = 0 where instance is null;
select tmp, instance from groups; (do a visual compare here to check all's
        well)
alter table groups drop column instance;
alter table groups add column instance (integer);
update instance from groups set instance = tmp;
alter table groups drop column tmp;

then recreate the indexes on the table (best results by doing \d groups
before modifying the table and recreating them all afterwards)

and once that's done, apply this patch that updates the code to use integers
instead of strings for the field.

I couldn't see why the field was a varchar in the first place, as the field
seems to hold either a string of a ticket number or an empty string -- which
can easily be replaced by an integer containing a ticket number or zero, or
as zero seems to be a special case, it could be just NULL which is a valid
value in this case.  An instance of 0 is held for internal groups and user
created groups, whereas the non-zero instances refer to each of the watcher
groups for each ticket.  This means that Groups grows linearly about 5x or
so that of the Tickets table -- with 350 odd tickets we had about 1600
groups defined.

This sped up the computation about 75% on our tests, as postgres was no
longer doing a string comparison 1500 or so times

diff -ruN install/opt/rt3/lib/RT/Group.pm ../rt-3.0.1-anchor/lib/RT/Group.pm
--- install/opt/rt3/lib/RT/Group.pm	2003-04-16 01:54:15.000000000 +1000
+++ ../rt-3.0.1-anchor/lib/RT/Group.pm	2003-04-22 18:16:09.000000000 +1000
@@ -69,7 +69,7 @@
   varchar(255) 'Description'.
   varchar(64) 'Domain'.
   varchar(64) 'Type'.
-  varchar(64) 'Instance'.
+  integer 'Instance'.
 
 =cut
 
@@ -83,7 +83,7 @@
                 Description => '',
                 Domain => '',
                 Type => '',
-                Instance => '',
+                Instance => 0,
 
 		  @_);
     $self->SUPER::Create(
@@ -91,7 +91,7 @@
                          Description => $args{'Description'},
                          Domain => $args{'Domain'},
                          Type => $args{'Type'},
-                         Instance => $args{'Instance'},
+                         Instance => int($args{'Instance'}),
 );
 
 }
@@ -182,7 +182,7 @@
 =item Instance
 
 Returns the current value of Instance. 
-(In the database, Instance is stored as varchar(64).)
+(In the database, Instance is stored as integer.)
 
 
 
@@ -191,7 +191,7 @@
 
 Set Instance to VALUE. 
 Returns (1, 'Status message') on success and (0, 'Error Message') on failure.
-(In the database, Instance will be stored as a varchar(64).)
+(In the database, Instance will be stored as a integer.)
 
 
 =cut
@@ -212,7 +212,7 @@
         Type => 
 		{read => 1, write => 1, type => 'varchar(64)', default => ''},
         Instance => 
-		{read => 1, write => 1, type => 'varchar(64)', default => ''},
+		{read => 1, write => 1, type => 'integer', default => 0},
 
  }
 };
diff -ruN install/opt/rt3/lib/RT/Group_Overlay.pm ../rt-3.0.1-anchor/lib/RT/Group_Overlay.pm
--- install/opt/rt3/lib/RT/Group_Overlay.pm	2003-04-16 01:54:15.000000000 +1000
+++ ../rt-3.0.1-anchor/lib/RT/Group_Overlay.pm	2003-04-22 18:22:38.000000000 +1000
@@ -285,7 +285,7 @@
 
         $self->LoadByCols( "Domain" => 'ACLEquivalence',
                             "Type" => 'UserEquiv',
-                           "Instance" => $princ->Id);
+                           "Instance" => int($princ->Id));
 }
 
 # }}}
@@ -305,7 +305,7 @@
                     @_);
 
         $self->LoadByCols( "Domain" => 'Personal',
-                           "Instance" => $args{'User'},
+                           "Instance" => int($args{'User'}),
                            "Type" => '',
                            "Name" => $args{'Name'} );
 }
@@ -327,7 +327,7 @@
     my $identifier = shift;
 
         $self->LoadByCols( "Domain" => 'SystemInternal',
-                           "Instance" => '',
+                           "Instance" => 0,
                            "Name" => '',
                            "Type" => $identifier );
 }
@@ -354,7 +354,7 @@
                 Type => undef,
                 @_);
         $self->LoadByCols( Domain => 'RT::Ticket-Role',
-                           Instance =>$args{'Ticket'}, 
+                           Instance => int($args{'Ticket'}), 
                            Type => $args{'Type'}
                            );
 }
@@ -381,7 +381,7 @@
                 Type => undef,
                 @_);
         $self->LoadByCols( Domain => 'RT::Queue-Role',
-                           Instance =>$args{'Queue'}, 
+                           Instance => int($args{'Queue'}), 
                            Type => $args{'Type'}
                            );
 }
@@ -444,7 +444,7 @@
         Description => undef,
         Domain      => undef,
         Type        => undef,
-        Instance    => undef,
+        Instance    => 0,
         InsideTransaction => undef,
         @_
     );
@@ -466,7 +466,7 @@
         Description => $args{'Description'},
         Type        => $args{'Type'},
         Domain      => $args{'Domain'},
-        Instance    => $args{'Instance'}
+        Instance    => int($args{'Instance'})
     );
     my $id = $self->Id;
     unless ($id) {
@@ -517,7 +517,7 @@
         return ( 0, $self->loc('Permission Denied') );
     }
 
-    return($self->_Create( Domain => 'UserDefined', Type => '', Instance => '', @_));
+    return($self->_Create( Domain => 'UserDefined', Type => '', Instance => 0, @_));
 }
 
 # }}}
@@ -542,7 +542,7 @@
                            Type => 'UserEquiv',
                            Name => 'User '. $princ->Object->Id,
                            Description => 'ACL equiv. for user '.$princ->Object->Id,
-                           Instance => $princ->Id,
+                           Instance => int($princ->Id),
                            InsideTransaction => 1);
       unless ($id) {
         $RT::Logger->crit("Couldn't create ACL equivalence group");
@@ -609,7 +609,7 @@
         $self->_Create(
             Domain      => 'Personal',
             Type        => '',
-            Instance    => $args{'PrincipalId'},
+            Instance    => int($args{'PrincipalId'}),
             Name        => $args{'Name'},
             Description => $args{'Description'}
         )
@@ -635,7 +635,7 @@
 
 sub CreateRoleGroup {
     my $self = shift;
-    my %args = ( Instance => undef,
+    my %args = ( Instance => 0,
                  Type     => undef,
                  Domain   => undef,
                  @_ );
@@ -645,7 +645,7 @@
 
 
     return ( $self->_Create( Domain            => $args{'Domain'},
-                             Instance          => $args{'Instance'},
+                             Instance          => int($args{'Instance'}),
                              Type              => $args{'Type'},
                              InsideTransaction => 1 ) );
 }
diff -ruN install/opt/rt3/lib/RT/Groups_Overlay.pm ../rt-3.0.1-anchor/lib/RT/Groups_Overlay.pm
--- install/opt/rt3/lib/RT/Groups_Overlay.pm	2003-04-16 01:54:15.000000000 +1000
+++ ../rt-3.0.1-anchor/lib/RT/Groups_Overlay.pm	2003-04-22 18:22:31.000000000 +1000
@@ -80,7 +80,7 @@
 sub LimitToSystemInternalGroups {
     my $self = shift;
     $self->Limit(FIELD => 'Domain', OPERATOR => '=', VALUE => 'SystemInternal');
-    $self->Limit(FIELD => 'Instance', OPERATOR => '=', VALUE => '');
+    $self->Limit(FIELD => 'Instance', OPERATOR => '=', VALUE => 0);
 }
 
 
@@ -98,7 +98,7 @@
 sub LimitToUserDefinedGroups {
     my $self = shift;
     $self->Limit(FIELD => 'Domain', OPERATOR => '=', VALUE => 'UserDefined');
-    $self->Limit(FIELD => 'Instance', OPERATOR => '=', VALUE => '');
+    $self->Limit(FIELD => 'Instance', OPERATOR => '=', VALUE => 0);
 }
 
 
@@ -140,7 +140,7 @@
     my $self = shift;
     my $queue = shift;
     $self->Limit(FIELD => 'Domain', OPERATOR => '=', VALUE => 'RT::Queue-Role');
-    $self->Limit(FIELD => 'Instance', OPERATOR => '=', VALUE => $queue);
+    $self->Limit(FIELD => 'Instance', OPERATOR => '=', VALUE => int($queue));
 }
 
 # }}}
@@ -157,7 +157,7 @@
     my $self = shift;
     my $Ticket = shift;
     $self->Limit(FIELD => 'Domain', OPERATOR => '=', VALUE => 'RT::Ticket-Role');
-    $self->Limit(FIELD => 'Instance', OPERATOR => '=', VALUE => '$Ticket');
+    $self->Limit(FIELD => 'Instance', OPERATOR => '=', VALUE => int($Ticket));
 }
 
 # }}}
diff -ruN install/opt/rt3/lib/RT/Principal_Overlay.pm ../rt-3.0.1-anchor/lib/RT/Principal_Overlay.pm
--- install/opt/rt3/lib/RT/Principal_Overlay.pm	2003-04-16 01:54:15.000000000 +1000
+++ ../rt-3.0.1-anchor/lib/RT/Principal_Overlay.pm	2003-04-22 18:19:07.000000000 +1000
@@ -442,7 +442,7 @@
     my $self = shift;
     my $type = shift;
     my $id = shift;
-    my $clause = "(Groups.Domain = '".$type."-Role' AND Groups.Instance = '" . $id. "') ";
+    my $clause = "(Groups.Domain = '".$type."-Role' AND Groups.Instance = " . $id. ") ";
 
     return($clause);
 }
diff -ruN install/opt/rt3/lib/RT/Queue_Overlay.pm ../rt-3.0.1-anchor/lib/RT/Queue_Overlay.pm
--- install/opt/rt3/lib/RT/Queue_Overlay.pm	2003-04-16 01:54:15.000000000 +1000
+++ ../rt-3.0.1-anchor/lib/RT/Queue_Overlay.pm	2003-04-22 18:19:24.000000000 +1000
@@ -487,7 +487,7 @@
 
     foreach my $type (@types) {
         my $type_obj = RT::Group->new($self->CurrentUser);
-        my ($id, $msg) = $type_obj->CreateRoleGroup(Instance => $self->Id, 
+        my ($id, $msg) = $type_obj->CreateRoleGroup(Instance => int($self->Id), 
                                                      Type => $type,
                                                      Domain => 'RT::Queue-Role');
         unless ($id) {
diff -ruN install/opt/rt3/lib/RT/Ticket_Overlay.pm ../rt-3.0.1-anchor/lib/RT/Ticket_Overlay.pm
--- install/opt/rt3/lib/RT/Ticket_Overlay.pm	2003-04-16 01:54:16.000000000 +1000
+++ ../rt-3.0.1-anchor/lib/RT/Ticket_Overlay.pm	2003-04-22 18:19:48.000000000 +1000
@@ -1279,7 +1279,7 @@
     foreach my $type (@types) {
         my $type_obj = RT::Group->new($self->CurrentUser);
         my ($id, $msg) = $type_obj->CreateRoleGroup(Domain => 'RT::Ticket-Role',
-                                                       Instance => $self->Id, 
+                                                       Instance => int($self->Id), 
                                                        Type => $type);
         unless ($id) {
             $RT::Logger->error("Couldn't create a ticket group of type '$type' for ticket ".
diff -ruN install/opt/rt3/lib/RT/Users_Overlay.pm ../rt-3.0.1-anchor/lib/RT/Users_Overlay.pm
--- install/opt/rt3/lib/RT/Users_Overlay.pm	2003-04-16 01:54:16.000000000 +1000
+++ ../rt-3.0.1-anchor/lib/RT/Users_Overlay.pm	2003-04-22 18:20:58.000000000 +1000
@@ -251,8 +251,8 @@
     if ( defined $args{'Object'} ) {
     if ( ref($args{'Object'}) eq 'RT::Ticket' ) {
         $or_check_ticket_roles =
-          " OR ( $groups.Domain = 'RT::Ticket-Role' AND $groups.Instance = '"
-          . $args{'Object'}->Id . "') ";
+          " OR ( $groups.Domain = 'RT::Ticket-Role' AND $groups.Instance = "
+          . $args{'Object'}->Id . ") ";
 
         # If we're looking at ticket rights, we also want to look at the associated queue rights.
         # this is a little bit hacky, but basically, now that we've done the ticket roles magic, we load the queue object
@@ -263,9 +263,9 @@
     # TODO XXX This really wants some refactoring
     if ( ref($args{'Object'}) eq 'RT::Queue' ) {
         $or_check_roles =
-          " OR ( ( ($groups.Domain = 'RT::Queue-Role' AND $groups.Instance = '"
+          " OR ( ( ($groups.Domain = 'RT::Queue-Role' AND $groups.Instance = "
           . $args{'Object'}->Id
-          . "') $or_check_ticket_roles ) "
+          . ") $or_check_ticket_roles ) "
           . " AND $groups.Type = $acl.PrincipalType AND $groups.Id = $groupprinc.id AND $groupprinc.PrincipalType = 'Group') ";
     }
 
>
>
>_______________________________________________
>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

-- 
jaq at spacepants.org                           http://spacepants.org/jaq.gpg


From ahorn at deorth.org  Mon Apr 28 02:05:36 2003
From: ahorn at deorth.org (ahorn at deorth.org)
Date: Sun, 27 Apr 2003 23:05:36 -0700 (PDT)
Subject: [rt-users] new rt user having trouble
Message-ID: 

rt v3.0.1 on NetBSD1.6 with modperl1 and mysql.

I try to login using the default login of root/password. I simply get
dumped back to the login screen each time with no error.

I've checked the rt3 database. The entry in Users table for root has the
right password.

I enabled logging on mysql and see the following seris of transactions
occuring when I try to login :

030427 15:12:04      18 Query       SELECT  * FROM Users WHERE Name =
'RT_System'
                     18 Query       SELECT  * FROM Users WHERE Name =
'Nobody'
                     18 Query       SELECT
GET_LOCK('Apache-Session-0ad684d4f1176168aa5c797c9f53bb47', 3600)
                     18 Query       SELECT a_session FROM sessions WHERE
id = '0ad684d4f1176168aa5c797c9f53bb47'
                     18 Query       SELECT  * FROM Users WHERE Name =
'RT::CurrentUser=HASH(0xab7c5f8)'
                     18 Query       UPDATE sessions SET a_session =
'\0\0\0RT::CurrentUser\0\0\0\0\0\0\nid\0\0\0_PrimaryKeysRT::I18N::en\0\0\0\0\0\0\0\nLangHandle\0\0\\0\0\0\rcache_for_se\0\0\0cache_\0\0\0\rfast_update_p\0\0\0_CacheConfig\0\0\0\0\0\0\0user\nUsers\0\0\0table\0\0\0CurrentUser\n
0ad684d4f1176168aa5c797c9f53bb47\0\0\0_session_id' WHERE id =
'0ad684d4f1176168aa5c797c9f53bb47'
                     18 Query       SELECT
RELEASE_LOCK('Apache-Session-0ad684d4f1176168aa5c797c9f53bb47')
                     19 Query       SELECT  * FROM Users WHERE Name =
'RT_System'
                     19 Query       SELECT  * FROM Users WHERE Name =
'Nobody'
                     19 Query       SELECT
GET_LOCK('Apache-Session-0ad684d4f1176168aa5c797c9f53bb47', 3600)
                     19 Query       SELECT a_session FROM sessions WHERE
id = '0ad684d4f1176168aa5c797c9f53bb47'
                     19 Query       UPDATE sessions SET a_session =
'\0\0\0\n
0ad684d4f1176168aa5c797c9f53bb47\0\0\0_session_idRT::CurrentUser\0\0\0\0\0\0\nid\0\0\0_PrimaryKeys\0\0\\0\0\0\rcache_for_se\0\0\0cache_\0\0\0\rfast_update_p\0\0\0_CacheConfig\0\0\0\0\0\0\0user\nUsers\0\0\0table\0\0\0CurrentUser'
WHERE id = '0ad684d4f1176168aa5c797c9f53bb47'
                     19 Query       SELECT
RELEASE_LOCK('Apache-Session-0ad684d4f1176168aa5c797c9f53bb47')


I'm suspicious of the line that reads


18 Query       SELECT  * FROM Users WHERE Name =
'RT::CurrentUser=HASH(0xab7c5f8)'

Surely the Name = part should have a real username after it.

Any help appreciated :)

Cheers,

Al





From stefan.scherer at sealsystems.de  Mon Apr 28 03:06:31 2003
From: stefan.scherer at sealsystems.de (Stefan Scherer)
Date: Mon, 28 Apr 2003 09:06:31 +0200
Subject: [rt-users] updating rt2 to rt3: problems with umlauts in keywords
Message-ID: <3EACD2F7.C7FB4F93@sealsystems.de>

Hi,

I've tried rt3.0.1 yesterday but have trouble updating my tickets.
We are currently using rt 2.0.15. In one queue, we have keywords
with german umlauts (eg. "Br?ckner"). The dumpfiles look good, so
I think that at least the export script rt-2.0-to-dumpfile works fine.
The dumpfile-to-rt-3.0 is configured with "iso-8859-1".

But in rt3.0.1 the keyword is destroyed ("Brckner"). Searching
for such tickets doesn't work, no tickets are found.
I then added a new keyword "Br?ckner" again, but the tickets still
could not be found.

My configuration: perl 5.6.1, apache 1.3x, modperl1, mysql

Other umlauts, eg. in subject and comments are displayed without an error.

Any hints?

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 faide at alphacent.com  Mon Apr 28 05:02:12 2003
From: faide at alphacent.com (Aide Florent)
Date: Mon, 28 Apr 2003 11:02:12 +0200
Subject: [rt-users] dependence problem in 3.0.2pre4
Message-ID: <200304281102.12124.faide@alphacent.com>

Hello List,

It seems there is a little dependence issue in the rt-3.0.2pre4 release:
/opt/rt3/lib/RT/I18N.pm wants :
Locale::Maketext::Lexicon version 0.22
where only 0.21 is available in CPAN (released 04/27/2003)

I just changed the requirement from 0.22 to 0.21 and all seems fair.

The Outlkook (and express) mails are correctly handled by this release 
(opposed to the pre3)

but the Web UI seems to have some fuzzy encoding that cannot be rendered 
either in utf-8 or iso-8859-1 ( when using a 8859-1 language )

Thanks for the great work Jesse.

Florent AIDE
-- 
A computer without Microsoft is like ice cream without ketchup.




From faide at alphacent.com  Mon Apr 28 05:09:07 2003
From: faide at alphacent.com (Aide Florent)
Date: Mon, 28 Apr 2003 11:09:07 +0200
Subject: [rt-users] dependence problem in 3.0.2pre4
In-Reply-To: <200304281102.12124.faide@alphacent.com>
References: <200304281102.12124.faide@alphacent.com>
Message-ID: <200304281109.07129.faide@alphacent.com>

Hi,

Le Lundi 28 Avril 2003 11:02, Aide Florent a ?crit :
> Locale::Maketext::Lexicon version 0.22

I found the 0.22 version searching in the mailing list and updated it.

> but the Web UI seems to have some fuzzy encoding that cannot be rendered
> either in utf-8 or iso-8859-1 ( when using a 8859-1 language )

The issues are the same nonetheless. (not really dramatic for the moment 
though)

> Thanks for the great work Jesse.

Once again :)

Florent AIDE

-- 
Any setuid root program that does an exec() somewhere is just a less
user friendly version of su.
        -- Olaf Kirch




From martin.schapendonk at whitehorses.nl  Mon Apr 28 05:19:44 2003
From: martin.schapendonk at whitehorses.nl (Martin Schapendonk)
Date: Mon, 28 Apr 2003 11:19:44 +0200
Subject: [rt-users] dependence problem in 3.0.2pre4
In-Reply-To: <200304281102.12124.faide@alphacent.com>
Message-ID: 

# It seems there is a little dependence issue in the rt-3.0.2pre4 release:
# /opt/rt3/lib/RT/I18N.pm wants :
# Locale::Maketext::Lexicon version 0.22
# where only 0.21 is available in CPAN (released 04/27/2003)

http://fsck.com/pub/rt/devel/Locale-Maketext-Lexicon-0.22.tar.gz

Also, Autrijus announced the availability of version 0.23 about an hour ago
on rt-devel. It's on CPAN.

Regards,

Martin



From tsv at ot.ru  Mon Apr 28 05:29:02 2003
From: tsv at ot.ru (Sergey Tsvetukhin)
Date: Mon, 28 Apr 2003 13:29:02 +0400
Subject: [rt-users] problem with slashes
Message-ID: <20030428120210.B66E.TSV@ot.ru>

Hello

I create a new ticket via e-mail or vie web.
Subject line and body contain text with two slashes

for example {slash}{slash}server
\\server

but I see only one slash in body

I suppose it is a error. :(


-- 
Sergey Tsvetukhin, Deputy Chief Support&Service Officer
Open Technologies, tel: +7(095)787-7027
e-mail: tsv (at) ot.ru, http://www.ot.ru/



From faide at alphacent.com  Mon Apr 28 05:38:38 2003
From: faide at alphacent.com (Aide Florent)
Date: Mon, 28 Apr 2003 11:38:38 +0200
Subject: [rt-users] problem with slashes
In-Reply-To: <20030428120210.B66E.TSV@ot.ru>
References: <20030428120210.B66E.TSV@ot.ru>
Message-ID: <200304281138.38244.faide@alphacent.com>

Hello,

> I create a new ticket via e-mail or vie web.
> Subject line and body contain text with two slashes

I do not see this problem using rt-3.0.2pre4

you should consider telling us what rt version you are using.

Florent AIDE.




From alex.fung at allshare.nl  Mon Apr 28 07:16:35 2003
From: alex.fung at allshare.nl (Alex Fung A Foek)
Date: Mon, 28 Apr 2003 13:16:35 +0200
Subject: [rt-users] problems with attachments
In-Reply-To: <20030427230143.GK4018@fsck.com>
References: <006201c30d10$19ec72f0$0f14140a@hawkings> <20030427230143.GK4018@fsck.com>
Message-ID: <3EAD0D93.4010006@allshare.nl>

I switched from RT 3.0.2pre3 to 3.0.2pre4 this morning. Adding an 
attachment through "Comment" works now, however adding an attachment 
through "Jumbo" doesn't seem to work. I don't get any error messages so 
I can't tell where things go wrong.
Has anybody else experienced this?

regards,

Alex Fung A Foek.




From marcelo at hc.unicamp.br  Mon Apr 28 07:32:06 2003
From: marcelo at hc.unicamp.br (Marcelo Alexandre de Oliveira)
Date: Mon, 28 Apr 2003 08:32:06 -0300
Subject: [rt-users] RT3 command line (cli's)
References: <006201c30d10$19ec72f0$0f14140a@hawkings> <20030427230143.GK4018@fsck.com> <005101c30d28$597245e0$360aa8c0@Office>
Message-ID: <3EAD1136.1070108@hc.unicamp.br>

Hi list,
Please, where're the cli's for rt3, and man pages?
thank's,
Marcelo
-- 
Marcelo Alexandre de Oliveira 
Hospital das Cl?nicas  - Unicamp  
"Mesmo as noites totalmente sem estrelas podem anunciar a aurora de uma grande realiza??o. (Martin Luther King)"





From bernardy at nexus-netsoft.com  Mon Apr 28 07:28:36 2003
From: bernardy at nexus-netsoft.com (Manuel Bernardy)
Date: Mon, 28 Apr 2003 13:28:36 +0200
Subject: [rt-users] Problem with fastcgi
Message-ID: <002b01c30d79$523f4d30$0300a8c0@nexusmanuel>

Hi,

i just installed rt3.01 with fastcgi under apache 1.3.27. Dependencies are
all ok. But now i always get this error log:

 

[Mon Apr 28 13:26:28 2003] [error] [client 217.226.24.115] (13)Permission
denied: FastCGI: failed to connect to server "/opt/

rt3/bin/mason_handler.fcgi": connect() failed

[Mon Apr 28 13:26:29 2003] [crit] (13)Permission denied: FastCGI: can't
create server "/opt/rt3/bin/mason_handler.fcgi": bind

() failed [/usr/local/apache/logs/fastcgi/362fab4db3d651b6d082c0358ebb4d83]

 

I tried to change group and user of different directories but nothing
helped. Please help!!!

Thank you very much!

Manuel Bernardy

 

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From alex.fung at allshare.nl  Mon Apr 28 07:57:11 2003
From: alex.fung at allshare.nl (Alex Fung A Foek)
Date: Mon, 28 Apr 2003 13:57:11 +0200
Subject: [rt-users] problem with slashes
In-Reply-To: <20030428120210.B66E.TSV@ot.ru>
References: <20030428120210.B66E.TSV@ot.ru>
Message-ID: <3EAD1717.2060208@allshare.nl>

I have the same problem (noticed somewhere around version 2-1-87). I'm 
currently 3-0-2pre4 (with perl 5.8.0, apache 1.3.26, postgres 7.3.2r1-4) 
but still have the backslash problem. The backslash is considered an 
escape character so whenever I need to add text containing a backslash I 
add a second one. Added text with only one backslash will end up with 
the error:

Apr 28 13:35:24 rt postgres[1245]: [3] ERROR:  Bad input string for type 
bytea
Apr 28 15:35:24 rt RT: DBD::Pg::st execute failed: ERROR:  Bad input 
string for type bytea at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm 
line 385.  (/opt/rt3.0.2pre4/lib/RT.pm:222)
Apr 28 15:35:24 rt RT: RT::Handle=HASH(0x9840830) couldn't execute the 
query 'INSERT INTO Attachments (Subject, ContentType, Filename, Headers, 
Creator, Parent, Created, ContentEncoding, Content, TransactionId) 
VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at 
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 392. 
(/opt/rt3.0.2pre4/lib/RT.pm:222)

regards,

Alex Fung A Foek

Sergey Tsvetukhin wrote:
> Hello
> 
> I create a new ticket via e-mail or vie web.
> Subject line and body contain text with two slashes
> 
> for example {slash}{slash}server
> \\server
> 
> but I see only one slash in body
> 
> I suppose it is a error. :(
> 
> 




From jesse at bestpractical.com  Mon Apr 28 07:57:18 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 28 Apr 2003 07:57:18 -0400
Subject: [rt-users] problem with slashes
In-Reply-To: <3EAD1717.2060208@allshare.nl>
References: <20030428120210.B66E.TSV@ot.ru> <3EAD1717.2060208@allshare.nl>
Message-ID: <20030428115718.GQ4018@fsck.com>

If you followed the upgrade procedure through the betas, you should have
converted all of your bytea columns to 'text'.

That's your problem.


On Mon, Apr 28, 2003 at 01:57:11PM +0200, Alex Fung A Foek wrote:
> I have the same problem (noticed somewhere around version 2-1-87). I'm 
> currently 3-0-2pre4 (with perl 5.8.0, apache 1.3.26, postgres 7.3.2r1-4) 
> but still have the backslash problem. The backslash is considered an 
> escape character so whenever I need to add text containing a backslash I 
> add a second one. Added text with only one backslash will end up with 
> the error:
> 
> Apr 28 13:35:24 rt postgres[1245]: [3] ERROR:  Bad input string for type 
> bytea
> Apr 28 15:35:24 rt RT: DBD::Pg::st execute failed: ERROR:  Bad input 
> string for type bytea at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm 
> line 385.  (/opt/rt3.0.2pre4/lib/RT.pm:222)
> Apr 28 15:35:24 rt RT: RT::Handle=HASH(0x9840830) couldn't execute the 
> query 'INSERT INTO Attachments (Subject, ContentType, Filename, Headers, 
> Creator, Parent, Created, ContentEncoding, Content, TransactionId) 
> VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at 
> /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 392. 
> (/opt/rt3.0.2pre4/lib/RT.pm:222)
> 
> regards,
> 
> Alex Fung A Foek
> 
> Sergey Tsvetukhin wrote:
> >Hello
> >
> >I create a new ticket via e-mail or vie web.
> >Subject line and body contain text with two slashes
> >
> >for example {slash}{slash}server
> >\\server
> >
> >but I see only one slash in body
> >
> >I suppose it is a error. :(
> >
> >
> 
> 
> _______________________________________________
> 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 faide at alphacent.com  Mon Apr 28 08:26:52 2003
From: faide at alphacent.com (Aide Florent)
Date: Mon, 28 Apr 2003 14:26:52 +0200
Subject: Fwd: Re: [rt-users] problem with slashes
Message-ID: <200304281426.52049.faide@alphacent.com>


----------  Message transmis  ----------

Subject: Re: [rt-users] problem with slashes
Date: Lundi 28 Avril 2003 12:03
From: Sergey Tsvetukhin 
To: Aide Florent 

> Hello,
>
> > I create a new ticket via e-mail or vie web.
> > Subject line and body contain text with two slashes
>
> I do not see this problem using rt-3.0.2pre4
>
>
> you should consider telling us what rt version you are using.

sorry,

rt-3.0.2pre3
perl 5.8.0
Solaris 2.8

> Florent AIDE.

--
Sergey Tsvetukhin, Deputy Chief Support&Service Officer
Open Technologies, tel: +7(095)787-7027
e-mail: tsv (at) ot.ru, http://www.ot.ru/

-------------------------------------------------------



From faide at alphacent.com  Mon Apr 28 08:33:39 2003
From: faide at alphacent.com (Aide Florent)
Date: Mon, 28 Apr 2003 14:33:39 +0200
Subject: [rt-users] problem with slashes
In-Reply-To: <200304281138.38244.faide@alphacent.com>
References: <20030428120210.B66E.TSV@ot.ru> <200304281138.38244.faide@alphacent.com>
Message-ID: <200304281433.39801.faide@alphacent.com>

Le Lundi 28 Avril 2003 11:38, Aide Florent a ?crit :
> I do not see this problem using rt-3.0.2pre4
>
> you should consider telling us what rt version you are using.

since you answered you used 3.0.2pre3 you should consider an upgrade to 
3.0.2pre4 which eliminates many problems.

The anti-slash "\" (simple or double) pb seems to be linked with a bad upgrade 
more than with the version itself... you should see a post just following the 
next thread by Jesse.

Hope it helps.

Florent AIDE



From alex.fung at allshare.nl  Mon Apr 28 09:08:29 2003
From: alex.fung at allshare.nl (Alex Fung A Foek)
Date: Mon, 28 Apr 2003 15:08:29 +0200
Subject: [rt-users] problem with slashes
In-Reply-To: <20030428115718.GQ4018@fsck.com>
References: <20030428120210.B66E.TSV@ot.ru> <3EAD1717.2060208@allshare.nl> <20030428115718.GQ4018@fsck.com>
Message-ID: <3EAD27CD.4030208@allshare.nl>

Thanks Jesse! It works fine now.

I've searched the mailing list and used the update_rt script from David 
Wheeler (posted 4/3/2003 12:52 AM) to convert the postgres db.

regards, Alex

Jesse Vincent wrote:
> If you followed the upgrade procedure through the betas, you should have
> converted all of your bytea columns to 'text'.
> 
> That's your problem.
> 




From mariana.lopes at multicert.com  Mon Apr 28 10:19:25 2003
From: mariana.lopes at multicert.com (Mariana Martins Lopes)
Date: Mon, 28 Apr 2003 15:19:25 +0100
Subject: [rt-users] Can't bring the old data to my new RT3
Message-ID: <3EAD386D.5080008@multicert.com>

Hi!
I've made dump of my data, in RT2.
Now, when I try to import it to my new Postgresql database, using 
 dumpfile-to-rt-3.0 ; I get the following error:
.........[Mon Apr 28 14:50:02 2003] [error]: Could not create a new user 
-  (/opt/rt3/lib/RT/User_Overlay.pm:274)

Can anybody please help me?
Thanks, Mariana Lopes
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From jce77 at hotmail.com  Mon Apr 28 11:30:00 2003
From: jce77 at hotmail.com (John Eastwood)
Date: Mon, 28 Apr 2003 11:30:00 -0400
Subject: [rt-users] (no subject)
Message-ID: 

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From oscar at e-milio.com  Mon Apr 28 12:12:12 2003
From: oscar at e-milio.com (Oscar Arranz)
Date: Mon, 28 Apr 2003 18:12:12 +0200
Subject: [rt-users] User authentication
Message-ID: <3EAD52DC.7080008@e-milio.com>

Hi all,
   
    I've just installed RT 3.0.0  in a Red Hat 8 linuxbox. I've tested 
with Apache 2 and Apache 1.3.27 and with both versions I have the same 
problem: when I enter username and password  the system says : "Your 
username or password  is incorrect". I have tested with the default 
configuration and users RT_System, Nobody (no password) and root.

    Any ideas?

Thanks,
Oscar



From pguyot at kallisys.net  Mon Apr 28 12:21:25 2003
From: pguyot at kallisys.net (Paul Guyot)
Date: Mon, 28 Apr 2003 18:21:25 +0200
Subject: [rt-users] Web interface to automatically create users?
Message-ID: 

Hello all,

Thanks to Peter, I now have two instances of RT2. I've started using 
on of these to handle bugs and feature requests for my software (the 
other one is a more traditional IT tickets database). I've created a 
guest user who can search the database and look into tickets (maybe I 
did it wrong, but apparently one has to go through the Login window 
anyway).

I've decided that to add bugs, one has to create an account, so only 
registered users can file bugs. As I understand it, this has 
advantages for users (they can see the list of their bugs, watch 
bugs, etc.) and for me (I can contact the user if I need more 
details).

I mention all this because according to the mailing list archives, I 
might not use RT exactly as I should for my needs.

Anyway, I've created one real account manually, but I would prefer 
that it was done via a web interface.

Does such a web interface already exists?

If not, I will probably write it (just don't want to reinvent the 
wheel). I plan to use rtadmin script in bin. And then, check with 
rtadmin --user  that the user doesn't exist, create it 
and send a confirmation by e-mail to the e-mail address they will 
provide (so I can detect wrong e-mail addresses with the bounce).
Is it the good way to proceed?

Thanks in advance for any advice.

Paul
-- 
NPDS: http://newton.kallisys.net:8080/
Apache: http://www.kallisys.com/


From jgedeon at qualcomm.com  Mon Apr 28 12:29:57 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Mon, 28 Apr 2003 09:29:57 -0700
Subject: [rt-users] Scrip Questions
Message-ID: <5.1.0.14.2.20030428092808.03175de8@unixmail.qualcomm.com>

I can't find the definition of these scrip conditions and actions in the RT 
2 docs. Can anyone tell me what they are?

  Conditions
   OnTransaction
   OnStatus
   OnResolve

  Actions
   AutoreplyToRequestors
   NotifyRequestors

TIA
John


--
<>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on 
your own understanding;
                               in all your ways acknowledge him, and he 
will make your paths straight."



From jgoss1074 at yahoo.com  Mon Apr 28 12:38:16 2003
From: jgoss1074 at yahoo.com (Jim Goss)
Date: Mon, 28 Apr 2003 09:38:16 -0700 (PDT)
Subject: [rt-users] Allowing a 'group' of customers to see certain tickets in a queue
In-Reply-To: <1051142774.23856.9.camel@pictus.engr.nominum.com>
Message-ID: <20030428163816.39770.qmail@web41505.mail.yahoo.com>

I would really like to see this as well.  There is no
clean way to do it - though someone once sent me a
patch they had whipped up to achieve similar
functionality.  Some other things to do:

 * Create a separate queue for each user then give
them rights to see all tickets in that queue
    - I don't like this but may consider it when I
apply a previous change someone else provided a while
ago to remove the Configuration tab from the menu of
privileged users.
    - I don't want customers to even be able to see
the config or other customer names, etc.

 * Write a custom scrip to keep track of which users
are part of which groups, then when a request comes
from a user in a given group, assign other members of
that group to the ticket as requestors as well.
    - I haven't done this since I don't know how
custom scrips are written in 3.0 and am not a major
perl guy to figure out how to do it on my own.

Jim

--- Jeremy Doran  wrote:
> 
> In our support setup, a 'customer' is defined as a
> company, which can
> have multiple points of contact (ie, multiple users
> each with their own
> email addresses) 
> 
> We already have RT3 working so that the requestor of
> the ticket can only
> see the tickets they requested. What we now need to
> have is the ability
> for a user who is from the same company ('customer'
> for us) to be able
> to see the tickets that another user from the same
> 'customer' sent in. 
> 
> To break it down to a simple example. 
> 
> User_A is user_a at company1.com
> User_B is user_b at company1.com 
> User_C is c_user at another_company.com
> 
> User_A sends in a ticket - #1
> User_C sends in a ticket - #2
> User_B sends in a ticket - #3
> 
> Both User_A and User_B should be able to see ticket
> #1 and ticket #3 but
> _not_ ticket #2.
> 
> User_C should be able to see ticket #2, but not
> tickets #1 and #3.
> 
> Is this possible to do with RT3, and if so, how does
> one do it? 
> 
> Thanks,
> -- 
> Jeremy Doran 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm



From rthompson at interpublic.com  Mon Apr 28 15:01:03 2003
From: rthompson at interpublic.com (Ray Thompson)
Date: Mon, 28 Apr 2003 14:01:03 -0500
Subject: [rt-users] rt3, external auth, httpd.conf
Message-ID: 

Another option:

Copy User_Local.pm to /opt/rt3/lib/RT/
Add the following lines to /opt/rt3/etc/RT_SiteConfig.pm
(This way you can logoff as well...) 

 $LDAPExternalAuth = 1;
 $LdapServer="chidir1.truenorth.com";
 $LdapUser="";
 $LdapPass="";
 $LdapBase="o=True North";
 $LdapUidAttr="uid";
 $LdapFilter="(objectclass=*)";

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com 
> [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Richard de Jong
> Sent: Thursday, April 24, 2003 2:51 AM
> To: 'CARRIE COY'; rt-users
> Subject: RE: [rt-users] rt3, external auth, httpd.conf
> 
> 
> Hi Carrie,
> 
> I came across the same problem, and this works for me (Apache 
> 1.3), "LocationMatch" does the trick.
> 
> 
> 
>     AddDefaultCharset UTF-8
> 
>     PerlModule Apache::DBI
>     PerlRequire /opt/rt3/bin/webmux.pl
> 
>     
>         SetHandler perl-script
>         PerlHandler RT::Mason
>     
>     
>         Satisfy Any
>         Allow from all
>     
>     
>         AuthPAM_Enabled On
>         AuthPAM_FallThrough On
>         AuthType Basic
>         AuthName "Log in using NT account"
>         require valid-user
>     
> 
> 
> -----Original Message-----
> From: CARRIE COY [mailto:ccoy at ssww.com]
> Sent: woensdag 23 april 2003 19:06
> To: rt-users
> Subject: [rt-users] rt3, external auth, httpd.conf
> 
> 
> What is the httpd.conf entry supposed to look like if one is using 
> external authentication?  
> 
> The webu ui works fine with the entry below, but mailgate 
> fails with a 
> "404 Authentication Error".  If I remove the authentication lines, 
>  mailgate works but then I'm not using external authentication...
> 
> How can I exempt the "NoAuth" documents from Apache 
> authentication  ????????
> 
> DocumentRoot /usr/local/rt3/share/html
> ErrorLog /usr/local/apache/logs/rterror_log
> CustomLog /usr/local/apache/logs/rtaccess_log combined 
> AddDefaultCharset UTF-8 ServerName innuendo.ssww.com 
> PerlModule Apache::DBI PerlRequire 
> /usr/local/rt3/bin/webmux.pl 
>   SetHandler perl-script
>   PerlHandler RT::Mason
>  AuthName "Login"
>  AuthType Basic
>  PerlSetVar BaseDN dc=ssww,dc=com
>  PerlSetVar LDAPServer ldap.ssww.com
>  PerlAuthenHandler Apache::AuthLDAP
>  require valid-user
> 
> 
> -- 
> Carrie Coy
> S&S Worldwide
> (860) 537-3451 x2357
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com 
> http://lists.fsck.com/mailman/listinfo/rt-> users
> 
> Have you 
> read the FAQ? The RT FAQ Manager lives at 
> http://fsck.com/rtfm _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com 
> http://lists.fsck.com/mailman/listinfo/rt-> users
> 
> Have you 
> read the FAQ? The RT FAQ Manager lives at 
> http://fsck.com/rtfm
> 
-------------- next part --------------
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From Peter_Losher at isc.org  Mon Apr 28 15:31:21 2003
From: Peter_Losher at isc.org (Peter Losher)
Date: Mon, 28 Apr 2003 12:31:21 -0700
Subject: [rt-users] Any way to have RT use -comment alias in the from line in correspondance?
Message-ID: <200304281231.21080@tardis.isc.org>

Here is the reasoning,

On our RT2 install, we have queues where there is internal communication done 
by email before we contact the requestor, with the way RT handles it now, 
all email has the From: line set to $queue; is there any way to change that 
to $queue-comment, rather than ask our ops folks to manually change it all 
the time (or use the web interface).

Thanks.
-- 
Peter_Losher at isc.org | ISC | OpenPGP 0xE8048D08 | "The bits must flow"


From rt at lbc-inc.com  Mon Apr 28 15:49:51 2003
From: rt at lbc-inc.com (Tom)
Date: Mon, 28 Apr 2003 14:49:51 -0500
Subject: [rt-users] Forward w/ Attachment
References: <200304281231.21080@tardis.isc.org>
Message-ID: <001e01c30dbf$6f1ef400$2100a8c0@qtsgifts.com>

Hi All,

When developer email us w/ attachments, how do we forward the attachments to
3rd party customers using RT?  I know I can click on each attachments and
save to local disks then use an email client to forward the attachments.
However, can I make use of the "RT-Attach-Message: yes" template?  Is there
some other way?

I have tried:
condition:  oncomment
action: notifyotherrecepient
template: corresponce (which has "rt-attach-message: yes")

However, email is still sent out to "Cc" without the original attachments.

Thanks,
Tom

RT 3.0.1
Apache 1.3.27
mod_perl 1.27
mysql 3.23.54a-11
Redhat 9.0 (Intel)



From Peter_Losher at isc.org  Mon Apr 28 16:10:22 2003
From: Peter_Losher at isc.org (Peter Losher)
Date: Mon, 28 Apr 2003 13:10:22 -0700
Subject: [rt-users] Any way to have RT use -comment alias in the from line in correspondance?
In-Reply-To: <200304281231.21080@tardis.isc.org>
References: <200304281231.21080@tardis.isc.org>
Message-ID: <200304281310.22237@tardis.isc.org>

Nevermind - Scrips are your friend... :)

-Peter

On Monday 28 April 2003 12:31 pm, Peter Losher wrote:
> On our RT2 install, we have queues where there is internal communication
> done by email before we contact the requestor, with the way RT handles it
> now, all email has the From: line set to $queue; is there any way to
> change that to $queue-comment, rather than ask our ops folks to manually
> change it all the time (or use the web interface).
>
> Thanks.

-- 
Peter_Losher at isc.org | ISC | OpenPGP 0xE8048D08 | "The bits must flow"


From nick at strongholdtech.com  Mon Apr 28 16:38:44 2003
From: nick at strongholdtech.com (Nicolae P. Costescu)
Date: Mon, 28 Apr 2003 16:38:44 -0400
Subject: [rt-users] Re: upgrade rt2 -> rt3
Message-ID: <4.3.2.7.2.20030428163748.027fd008@mail.qrts.com>

yes, there is a script that dumps your rt2 data then another that reads the 
dump file into rt3. Beware global keywords. Search the archives for my msgs.

>Message: 8
>Date: Sun, 27 Apr 2003 17:55:50 +0200 (CEST)
>From: "Christian Steger" 
>To: 
>Reply-To: christian.steger at ripe.at
>Subject: [rt-users] upgrade rt2 -> rt3
>
>
>hi there,
>
>i just asking if there is a way to upgrade from rt2 --> rt3.
>
>thanks for any answers!
>
>kind regards
>
>christian

****************************************************
Nicolae P. Costescu, Ph.D.  / Senior Developer
Stronghold Technologies
46040 Center Oak Plaza, Suite 160 / Sterling, Va 20166
Tel: 571-434-1472 / Fax: 571-434-1478



From peterb at ucar.edu  Mon Apr 28 18:01:32 2003
From: peterb at ucar.edu (Peter Burkholder)
Date: Mon, 28 Apr 2003 16:01:32 -0600
Subject: [rt-users] My User-Defined scrips (examples)
Message-ID: <20030428220131.GB10500@ucar.edu>

I didn't see this covered in the documentation or when I googled over
rt-users, so I thought I'd share this for any one's benefit.

I wasn't pleased with RT3's global scrip, "On Correspond Notify AdminCCs
with Template Admin Correpondence" because it made for too much traffic.
So I deleted that and added, "On Correspond Notify Owner with template 
Correspondence" through the web interface.  I also needed something like,
"On Correspond to Unowned Notify Admin Ccs W Admin Correspondence".  So...

On the Add a scrip page, I used
	- Condition: User-defined
	- Custom Condition:

	if (($self->TransactionObj->Type eq "Correspond") and
	    ($self->TicketObj->OwnerObj->Id == $RT::Nobody->Id)) {
	      return(1);
	} else {
	      return(undef);
	}

	- Action: NotifyAdminCCs
	- Template: Global Template: Admin Correspondence


I also implemented AutoTake as user-defined scrip instead of using the
contribute code:
	- Condition: On Correspond
	- Action: User Defined
	- Custom action preparation code: 

	my $retval = undef;
	if ( defined( $self->TicketObj->OwnerObj->id ) ){
	    if( $self->TicketObj->OwnerObj->Id == $RT::Nobody->Id ){
		$retval = 1;
	    }
	}

	- Custom action cleanup code: 
	my $retval = undef;
	if ($self->TransactionObj->CreatorObj->Privileged &&
	    $self->TransactionObj->CreatorObj->Id != $RT::Nobody->Id ) {
	    if( $self->TransactionObj->CreatorObj->HasRight( Object =>
		$self->TicketObj->QueueObj, Right => 'OwnTicket')) {
		$RT::Logger->info("Autotake ticket");
                # They can own the ticket.  Make it so.
		$retval = $self->TicketObj->SetOwner(
		$self->TransactionObj->CreatorObj->Id );
	    }
	}
	return( $retval );

	- Template: Global Template: Taken [local template]

Hope someone finds this useful.

Cheers,

Peter

--
Peter Burkholder, System Administrator
Digital Library for Earth System Education (DLESE -- http://www.dlese.org)
peterb at ucar.edu
DLESE Program Center (DPC)                             ~~~  ~~  ~~~~   __o
UCAR/DPC, P.O. Box 3000       Ph) 303-497-2663       ~~~  ~~~~ ~~    _`\<,_
Boulder, CO 80307-3000        Fx) 303-497-8336  ~~~~ ~~~   ~~~~     (*)/ (*)


From rwheaton at moguls.com  Mon Apr 28 18:50:50 2003
From: rwheaton at moguls.com (Ryan Wheaton)
Date: Mon, 28 Apr 2003 16:50:50 -0600
Subject: [rt-users] Error message when trying to create ticket via email
Message-ID: <27BB0E94EF28D41193D0009027937C8F0258EA50@MSSTNT1>

hello.

I'm pretty much a newbie, and trying to work out the kinks in my RT3
install.  I've gotten my box to accept mail as the user rt on the local box,
and it's sitting in the mail spool, but for some reason it isn't getting
added as a new ticket.  I've put the following in my /etc/aliases file, and
run newaliases, but it doesn't seem to pick it up:

rt:     "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url
http://mammoth/"
rt-comment:     "|/opt/rt3/bin/rt-mailgate --queue general --action comment
--url http://mammoth/"


The following line is also showing up in my logs, and I'm not exactly sure
if it's related, or what it means.  I tried googling it to no avail, but
maybe y'all can help:

Apr 28 15:39:39 mammoth RT: Tickets->LimitRequestor is deprecated. please
rewrite call at  HTML::Mason::Commands - /opt/rt3/lib/RT/Interface/Web.pm:
595 (/opt/rt3/lib/RT/Tickets_Overlay.pm:1304)


thanks in advance

-rtw


From bruce at webfarm.co.nz  Tue Apr 29 00:13:36 2003
From: bruce at webfarm.co.nz (Bruce)
Date: Tue, 29 Apr 2003 16:13:36 +1200
Subject: [rt-users] Revoking a queue right
Message-ID: <5.1.0.14.0.20030429160912.0226ac60@bigblue>

Hi,

Is it possible to revoke a right to a queue for a users who has been given 
global rights in the everyone group?

Situation:
Everyone who uses our RT system can see any tickets and any queue at the 
moment, however we have just added a queue which most of the users dont 
wish to see the content of the queue as nothing can be done on the tickets. 
(waiting for the moderators approval)
So to solve this I thought that I could just revoke the right to see the 
queue from the users who dont wish to see the tickets... however all I can 
see is give.

Please also note we are still currently using rt2.

Any help would be appreciated,

-- 
Bruce
Customer Service
www.webfarm.co.nz
www.freeparking.co.nz




From anwar at familyfoodcentre.com  Tue Apr 29 01:48:56 2003
From: anwar at familyfoodcentre.com (P P Anwar)
Date: Tue, 29 Apr 2003 08:48:56 +0300 (AST)
Subject: [rt-users] RT 3.0.1 password change does not work
Message-ID: 

Hi -

I recently started  running RT 3.0.1 on a Redhat 7.3 system, with mysql 
and modperl1.  Everything worked, except for changing passwords.

When I try to change any password through the Web UI, the password gets 
set to some unknown constant value.  In the Users table, I can see that 
whatever the value I specify, I end up with the same MD5 hash.  The 
initial default "password" for root worked, so it looks like the MD5 stuff 
does work, only the values I specify while changing passwords are getting 
lost somewhere.

I tried looking through the code, but have been unsuccessful so far.  Any 
pointers on this would be greatly appreciated.  For now, I am using a 
small perl script which updates the "Password" column in the Users table 
directly to set the passwords.

Anwar.



From vajko at astron.hu  Tue Apr 29 02:59:08 2003
From: vajko at astron.hu (=?ISO-8859-1?Q?Vajk=F3_P=E9ter?=)
Date: Tue, 29 Apr 2003 08:59:08 +0200
Subject: [rt-users] Extremely slow response when adding comment or change
 people
In-Reply-To: <20030428052908.GO16613@spacepants.org>
References: <3EAA6A5A.6030107@univie.ac.at> <3EAA8A8A.60907@astron.hu> <20030428052908.GO16613@spacepants.org>
Message-ID: <3EAE22BC.4070009@astron.hu>

Jamie Wilkinson wrote:
>>RT 3.0.2pre3 with postgresql 7.3 is extremely slow at these actions. It 
>>starts a select like this:
> 
> 
>>about 150 tickets. I suspect the WhoHaveRigths sub in Users_Overlay.pm.
>>
>>Any ideas why this is happening?
> 
> 
> Not sure, but I found a speed problem with the Instance field of the Group
> table, it was a varchar(64) but it was storing integers (or null entries)
> only.
> 
> I've modified the table, converting instance to integer like so:

It did not help very much. What really helped was the upgrade to the 
latest SearchBuilder (0.81_04). 0.80 which is required by RT is not able 
to cope with Postgres.



From james at nmsonline.org  Tue Apr 29 08:59:13 2003
From: james at nmsonline.org (James Orr)
Date: Tue, 29 Apr 2003 08:59:13 -0400
Subject: [rt-users] RT 3.0.1 password change does not work
In-Reply-To: 
References: 
Message-ID: <200304290859.13606.james@nmsonline.org>

On Tuesday 29 April 2003 01:48, P P Anwar wrote:
> I recently started  running RT 3.0.1 on a Redhat 7.3 system, with mysql
> and modperl1.  Everything worked, except for changing passwords.
>
> When I try to change any password through the Web UI, the password gets
> set to some unknown constant value.  In the Users table, I can see that
> whatever the value I specify, I end up with the same MD5 hash.  The
> initial default "password" for root worked, so it looks like the MD5 stuff
> does work, only the values I specify while changing passwords are getting
> lost somewhere.
>
> I tried looking through the code, but have been unsuccessful so far.  Any
> pointers on this would be greatly appreciated.  For now, I am using a
> small perl script which updates the "Password" column in the Users table
> directly to set the passwords.

I had the same problem with 3.0.1.  Works fine in 3.0.2.

- James


From rwheaton at moguls.com  Tue Apr 29 09:00:49 2003
From: rwheaton at moguls.com (Ryan Wheaton)
Date: Tue, 29 Apr 2003 07:00:49 -0600
Subject: [rt-users] Error message when trying to create ticket via ema
	il
Message-ID: <27BB0E94EF28D41193D0009027937C8F0258EA51@MSSTNT1>

I did install with all dependencies but i'll retry what you said to do.  in
the meantime, I got the email i sent to test the mail gateway bounced back
to me over night, and here's the message:

----- The following addresses had transient non-fatal errors -----
"|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url
http://mammoth/"
    (expanded from: )

   ----- Transcript of session follows -----
An Error Occurred
=================

404 Not Found
"|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url
http://mammoth/"... Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL

now, this is making me feel like it's an apache error.  oh, and it's RT
3.0.0 (sorry i didn't clarify that)
thanks again in advance for your help.

-rtw

-----Original Message-----
From: ODHIAMBO Washington [mailto:wash at wananchi.com]
Sent: Monday, April 28, 2003 11:23 PM
To: Ryan Wheaton
Subject: Re: [rt-users] Error message when trying to create ticket via
email


* Ryan Wheaton  [20030429 01:55]: wrote:
> hello.
> 
> I'm pretty much a newbie, and trying to work out the kinks in my RT3
> install.  I've gotten my box to accept mail as the user rt on the local
box,
> and it's sitting in the mail spool, but for some reason it isn't getting
> added as a new ticket.  I've put the following in my /etc/aliases file,
and
> run newaliases, but it doesn't seem to pick it up:
> 
> rt:     "|/opt/rt3/bin/rt-mailgate --queue general --action correspond
--url
> http://mammoth/"
> rt-comment:     "|/opt/rt3/bin/rt-mailgate --queue general --action
comment
> --url http://mammoth/"
> 
> 
> The following line is also showing up in my logs, and I'm not exactly sure
> if it's related, or what it means.  I tried googling it to no avail, but
> maybe y'all can help:
> 
> Apr 28 15:39:39 mammoth RT: Tickets->LimitRequestor is deprecated. please
> rewrite call at  HTML::Mason::Commands - /opt/rt3/lib/RT/Interface/Web.pm:
> 595 (/opt/rt3/lib/RT/Tickets_Overlay.pm:1304)

First, what version of rt3??? Did you install all the dependancies for rt3?
I am guessing, because I haven't seen this error, but I suggest doing this:

cd directory_where_you_extracted_rt3_tarball/
perl sbin/rt-test-dependacies --with-mysql --with-modperl1 --install




-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!  :-)


Serenity through viciousness.


From peterb at ucar.edu  Tue Apr 29 09:48:10 2003
From: peterb at ucar.edu (Peter Burkholder)
Date: Tue, 29 Apr 2003 07:48:10 -0600
Subject: [rt-users] My User-Defined scrips (examples)
In-Reply-To: <20030429052719.GE17640@ns2.wananchi.com>
References: <20030428220131.GB10500@ucar.edu> <20030429052719.GE17640@ns2.wananchi.com>
Message-ID: <20030429134810.GA25679@ucar.edu>

There aren't any diffs to send.  All these scrips were done via the RT3
interface.  Sign in as root and follow:

  Configuration->Global->Scrips->New Scrip

P.
On Tue, Apr 29, 2003 at 08:27:19AM +0300, ODHIAMBO Washington wrote:
> 
> * Peter Burkholder  [20030429 01:05]: wrote:
> > I didn't see this covered in the documentation or when I googled over
> > rt-users, so I thought I'd share this for any one's benefit.
> > 
> > I wasn't pleased with RT3's global scrip, "On Correspond Notify AdminCCs
> > with Template Admin Correpondence" because it made for too much traffic.
> > So I deleted that and added, "On Correspond Notify Owner with template 
> > Correspondence" through the web interface.  I also needed something like,
> > "On Correspond to Unowned Notify Admin Ccs W Admin Correspondence".  So...
[snip]
> > 
> > Hope someone finds this useful.
> 
> Hello Peter,
> 
> 
> Thank you for the contributions. I am in the process of testing RT3 and I
> believe your scrips will help. Could you please drop me the diff-ed files?
> 
> Thanks in advance.
> 
> -Wash
> 
> -- 
> Odhiambo Washington     "The box said 'Requires
> Wananchi Online Ltd.  www.wananchi.com      Windows 95, NT, or better,'
> Tel: +254 2 313985-9  +254 2 313922         so I installed FreeBSD."   
> GSM: +254 72 743223   +254 733 744121       This sig is McQ!  :-)
> 
> 
> Anybody who doesn't cut his speed at the sight of a police car is
> probably parked.
--
Peter Burkholder, System Administrator
Digital Library for Earth System Education (DLESE -- http://www.dlese.org)
DLESE Program Center (DPC)                             ~~~  ~~  ~~~~   __o
UCAR/DPC, P.O. Box 3000       Ph) 303-497-2663       ~~~  ~~~~ ~~    _`\<,_
Boulder, CO 80307-3000        Fx) 303-497-8336  ~~~~ ~~~   ~~~~     (*)/ (*)


From rwheaton at moguls.com  Tue Apr 29 10:03:01 2003
From: rwheaton at moguls.com (Ryan Wheaton)
Date: Tue, 29 Apr 2003 08:03:01 -0600
Subject: [rt-users] Error message when trying to create ticket via ema
	 il
Message-ID: <27BB0E94EF28D41193D0009027937C8F0258EA55@MSSTNT1>

ok.  i think i figured out my problem, and you were right, i was missing a
dependency.  I'm missing the Apache::Request module.  Now, when I try to
install it via CPAN (or the rt-testdependencies script), it says it can't
load mod_php (no such file in /etc/httpd/modules/) and bails out.  I have
all the PHP stuff installed for RH 7.3, and there is no mod_php for RH7.2 or
7.3.  how do i get Apache::Request installed?  I found some RPMS on
rpmfind.net for libapreq, but they are of the PLD distribution variety (and
i'm not sure if this would work anyways.)

thanks again

-rtw

p.s.  here's the error that CPAN gives while trying to compile
Apache::Request

make[1]: Leaving directory `/root/.cpan/build/libapreq-1.1/Cookie'
t/httpd -f `pwd`/t/httpd.conf
Syntax error on line 37 of /root/.cpan/build/libapreq-1.1/t/httpd.conf:
Cannot load /etc/httpd/modules/mod_php.so into server:
/etc/httpd/modules/mod_php.so: cannot open shared object file: No such file
or directory
make: *** [start_httpd] Error 1
  /usr/bin/make test -- NOT OK
Running make install
  make test had returned bad status, won't install without force

-----Original Message-----
From: Ryan Wheaton [mailto:rwheaton at moguls.com]
Sent: Tuesday, April 29, 2003 7:01 AM
To: 'ODHIAMBO Washington'; 'rt-users at lists.fsck.com'
Subject: RE: [rt-users] Error message when trying to create ticket via
ema il


I did install with all dependencies but i'll retry what you said to do.  in
the meantime, I got the email i sent to test the mail gateway bounced back
to me over night, and here's the message:

----- The following addresses had transient non-fatal errors -----
"|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url
http://mammoth/"
    (expanded from: )

   ----- Transcript of session follows -----
An Error Occurred
=================

404 Not Found
"|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url
http://mammoth/"... Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL

now, this is making me feel like it's an apache error.  oh, and it's RT
3.0.0 (sorry i didn't clarify that)
thanks again in advance for your help.

-rtw

-----Original Message-----
From: ODHIAMBO Washington [mailto:wash at wananchi.com]
Sent: Monday, April 28, 2003 11:23 PM
To: Ryan Wheaton
Subject: Re: [rt-users] Error message when trying to create ticket via
email


* Ryan Wheaton  [20030429 01:55]: wrote:
> hello.
> 
> I'm pretty much a newbie, and trying to work out the kinks in my RT3
> install.  I've gotten my box to accept mail as the user rt on the local
box,
> and it's sitting in the mail spool, but for some reason it isn't getting
> added as a new ticket.  I've put the following in my /etc/aliases file,
and
> run newaliases, but it doesn't seem to pick it up:
> 
> rt:     "|/opt/rt3/bin/rt-mailgate --queue general --action correspond
--url
> http://mammoth/"
> rt-comment:     "|/opt/rt3/bin/rt-mailgate --queue general --action
comment
> --url http://mammoth/"
> 
> 
> The following line is also showing up in my logs, and I'm not exactly sure
> if it's related, or what it means.  I tried googling it to no avail, but
> maybe y'all can help:
> 
> Apr 28 15:39:39 mammoth RT: Tickets->LimitRequestor is deprecated. please
> rewrite call at  HTML::Mason::Commands - /opt/rt3/lib/RT/Interface/Web.pm:
> 595 (/opt/rt3/lib/RT/Tickets_Overlay.pm:1304)

First, what version of rt3??? Did you install all the dependancies for rt3?
I am guessing, because I haven't seen this error, but I suggest doing this:

cd directory_where_you_extracted_rt3_tarball/
perl sbin/rt-test-dependacies --with-mysql --with-modperl1 --install




-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!  :-)


Serenity through viciousness.
_______________________________________________
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 mick at onramp.ca  Tue Apr 29 11:49:01 2003
From: mick at onramp.ca (Mick Szucs)
Date: 29 Apr 2003 11:49:01 -0400
Subject: [rt-users] FastCGI vs. mod_ssl
Message-ID: <1051631341.2589.194.camel@hal9000.internal.onramp.ca>

Hi All,

Can anyone tell me (from their own experience or otherwise) whether or
not there is a noticeable performance difference between running RT
under FastCGI vs mod_ssl?

Thanks,

Mick




From CTavernier at ksplastic.com  Mon Apr 28 21:01:29 2003
From: CTavernier at ksplastic.com (Tavernier, Clayton)
Date: Mon, 28 Apr 2003 18:01:29 -0700
Subject: [rt-users] WWW::Mechanize install failure (RT3 & Red Hat 8.0)
Message-ID: <878C4F4A3000004DA97043EBF896B0F3737383@server7.ksplastic.com>

I'm sorry if this has been asked before but I'm trying to install RT3 on a
Red Hat 8.0 system.  I do the perl ... --install and the only thing it can't
install is the WWW::Mechanize (it has problems during 'make test').  I tried
installing it by itself ('install WWW::Mechanize') but that had the same
test failures.  Any suggestions?

Clayton

-------------- next part --------------
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From eisenbud at cbio.mskcc.org  Tue Apr 29 12:23:43 2003
From: eisenbud at cbio.mskcc.org (Daniel E. Eisenbud)
Date: Tue, 29 Apr 2003 12:23:43 -0400
Subject: [rt-users] WWW::Mechanize install failure (RT3 & Red Hat 8.0)
In-Reply-To: <878C4F4A3000004DA97043EBF896B0F3737383@server7.ksplastic.com>
References: <878C4F4A3000004DA97043EBF896B0F3737383@server7.ksplastic.com>
Message-ID: <20030429162343.GA6023@cbio.mskcc.org>

I had the same problem (on a Debian 3.0 system) and I solved it with
"force install WWW::Mechanize" and then hitting control-c on the test it
stalled on.  It seems to work (well, I assume that the one bug that's
biting us has nothing to do with that, at least.)

-Dan

On Mon, Apr 28, 2003 at 06:01:29PM -0700, Tavernier, Clayton  wrote:
>    I'm sorry if this has been asked before but I'm trying to install RT3 on a
>    Red Hat 8.0 system.  I do the perl ... --install and the only thing it
>    can't install is the WWW::Mechanize (it has problems during 'make test'). 
>    I tried installing it by itself ('install WWW::Mechanize') but that had
>    the same test failures.  Any suggestions?
> 
>    Clayton


From anwar at familyfoodcentre.com  Tue Apr 29 12:32:43 2003
From: anwar at familyfoodcentre.com (P P Anwar)
Date: Tue, 29 Apr 2003 19:32:43 +0300 (AST)
Subject: [rt-users] RT 3.0.1 password change does not work
Message-ID: 

John -

Looks like RT 3.0.2 is not released, so I tried RT 3.0.2pre4.  No luck so 
far, still can't update passwords correctly.

Anwar.



From russj at dimstar.net  Tue Apr 29 12:40:48 2003
From: russj at dimstar.net (Russ Johnson)
Date: Tue, 29 Apr 2003 09:40:48 -0700
Subject: [rt-users] RT 3.0.1 password change does not work
In-Reply-To: 
References: 
Message-ID: <20030429164048.GA4308@sthelens.dimstar.net>

* P P Anwar  [2003-04-29 09:35]:
> 
> John -
> 
> Looks like RT 3.0.2 is not released, so I tried RT 3.0.2pre4.  No luck so 
> far, still can't update passwords correctly.

Do you have the "modify self" right? You can't change your password
without it. 

-- 
Russ Johnson
Dimension 7/Stargate Online
http://www.dimstar.net

Top post? http://www.caliburn.nl/topposting.html

Random thought #6 (Collect all 18)
"All the knowledge I possess everyone else can acquire, but my heart is still my own." - Johann Wolfgang von Goethe


From sheeri.kritzer at tufts.edu  Tue Apr 29 12:46:50 2003
From: sheeri.kritzer at tufts.edu (Sheeri Kritzer)
Date: Tue, 29 Apr 2003 12:46:50 -0400
Subject: [rt-users] internal bookmarks are bogus in RT2
Message-ID: <1051634810.3eaeac7ab8ded@webmail.tufts.edu>

(this is for RT2, but is really a minor change, can someone running RT3 check and see if it's an RT3 bug too?)

One of my users pointed out:

according to the HTML 4.01 spec, name and id attributes 'must begin with
a letter ([A-Za-z]) and may be followed by any number of letters, digits
([0-9]), hyphens ("-"), underscores ("_"), colons (":"), and periods (".")'

see:
http://www.w3.org/TR/html401/types.html#type-name

along these lines, RT creates wicked bogus name values for internal
bookmark values, e.g.  

[1] the hash (#) is illegal.
[2] it can't start w/ a number

to make it a valid attribute, change Ticket/Elements/ShowTransaction

[old line]
  

[new line]
 Id%>" href="#c<%$Transaction->Id%>">#

that just makes a link labeled "#" next to every comment.  He wants to be able to link to specific comments, instead of just a ticket, for that.  A minor improvement, but some people like that.

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






From james at nmsonline.org  Tue Apr 29 12:47:18 2003
From: james at nmsonline.org (James Orr)
Date: Tue, 29 Apr 2003 12:47:18 -0400
Subject: [rt-users] RT 3.0.1 password change does not work
In-Reply-To: 
References: 
Message-ID: <200304291247.18641.james@nmsonline.org>

On Tuesday 29 April 2003 12:32, P P Anwar wrote:
> John -

James :)

> Looks like RT 3.0.2 is not released, so I tried RT 3.0.2pre4.  No luck so
> far, still can't update passwords correctly.

My bad.  I had the problem with 3.0.0 and 3.0.1 fixed it ... guess that 
doesn't help you :(.

- James


From khera at kcilink.com  Tue Apr 29 13:25:51 2003
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 29 Apr 2003 13:25:51 -0400
Subject: [rt-users] FastCGI vs. mod_ssl
In-Reply-To: <1051631341.2589.194.camel@hal9000.internal.onramp.ca>
References: <1051631341.2589.194.camel@hal9000.internal.onramp.ca>
Message-ID: <16046.46495.629185.719622@yertle.int.kciLink.com>

>>>>> "MS" == Mick Szucs  writes:

MS> Can anyone tell me (from their own experience or otherwise) whether or
MS> not there is a noticeable performance difference between running RT
MS> under FastCGI vs mod_ssl?

You're comparing apples to chickens.


From jgedeon at qualcomm.com  Tue Apr 29 13:36:40 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Tue, 29 Apr 2003 10:36:40 -0700
Subject: [rt-users] FastCGI vs. mod_ssl
In-Reply-To: <1051631341.2589.194.camel@hal9000.internal.onramp.ca>
Message-ID: <5.1.0.14.2.20030429103446.0be31990@unixmail.qualcomm.com>

At 08:49 AM 4/29/2003, Mick Szucs wrote:
>Hi All,
>
>Can anyone tell me (from their own experience or otherwise) whether or
>not there is a noticeable performance difference between running RT
>under FastCGI vs mod_ssl?

mod_ssl doesn't run cgi programs it is for running a secure web server

ie if you wanted to use RT on an ssl aware apache server you would have to 
have both
FastCGI and mod_ssl.

I think you may be thinking of mod_perl not mod_ssl.


John

--
<>< Proverbs 3:5-6 "Trust in the Lord with all your heart and lean not on 
your own understanding;
                               in all your ways acknowledge him, and he 
will make your paths straight."



From mick at onramp.ca  Tue Apr 29 13:43:57 2003
From: mick at onramp.ca (Mick Szucs)
Date: 29 Apr 2003 13:43:57 -0400
Subject: [rt-users] FastCGI vs. mod_perl (not mod_ssl)
In-Reply-To: <5.1.0.14.2.20030429103446.0be31990@unixmail.qualcomm.com>
References: <5.1.0.14.2.20030429103446.0be31990@unixmail.qualcomm.com>
Message-ID: <1051638237.2597.207.camel@hal9000.internal.onramp.ca>

On Tue, 2003-04-29 at 13:36, John Gedeon wrote:
> >Can anyone tell me (from their own experience or otherwise) whether or
> >not there is a noticeable performance difference between running RT
> >under FastCGI vs mod_ssl?
> 
> mod_ssl doesn't run cgi programs it is for running a secure web server
> 
> ie if you wanted to use RT on an ssl aware apache server you would have to 
> have both
> FastCGI and mod_ssl.
> 
> I think you may be thinking of mod_perl not mod_ssl.

Right .. mod_perl.  Sorry 'bout that folks, hadn't consumed the
appropriate amount of caffeine prior to posting :)

Thanks,

Mick



From HGororo at chartercom.com  Tue Apr 29 13:50:36 2003
From: HGororo at chartercom.com (Gororo, Hillary)
Date: Tue, 29 Apr 2003 12:50:36 -0500
Subject: [rt-users] FastCGI vs. mod_perl (not mod_ssl)
Message-ID: 

I am also very interested in learning whether there are any performance /
speed advantages in using FastCGI instead of mod_perl with RT2 or RT3.

Thanks

Hillary

-----Original Message-----
From: Mick Szucs [mailto:mick at onramp.ca]
Sent: Tuesday, April 29, 2003 12:44 PM
To: John Gedeon
Cc: 'rt-users at lists.fsck.com'
Subject: Re: [rt-users] FastCGI vs. mod_perl (not mod_ssl)


On Tue, 2003-04-29 at 13:36, John Gedeon wrote:
> >Can anyone tell me (from their own experience or otherwise) whether or
> >not there is a noticeable performance difference between running RT
> >under FastCGI vs mod_ssl?
> 
> mod_ssl doesn't run cgi programs it is for running a secure web server
> 
> ie if you wanted to use RT on an ssl aware apache server you would have to

> have both
> FastCGI and mod_ssl.
> 
> I think you may be thinking of mod_perl not mod_ssl.

Right .. mod_perl.  Sorry 'bout that folks, hadn't consumed the
appropriate amount of caffeine prior to posting :)

Thanks,

Mick

_______________________________________________
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 jkaufman at footlocker.com  Tue Apr 29 14:17:56 2003
From: jkaufman at footlocker.com (jkaufman at footlocker.com)
Date: Tue, 29 Apr 2003 13:17:56 -0500
Subject: [rt-users] FastCGI vs. mod_perl (not mod_ssl)
Message-ID: 

You can add another "me too" in there...


Jonathan Kaufman




                                                                                                                                        
                                                                                                                                        
                                                To:      "'Mick Szucs'" , John Gedeon             
                                                cc:      "'rt-users at lists.fsck.com'"                           
                        "Gororo,                Subject: RE: [rt-users] FastCGI vs. mod_perl (not mod_ssl)                              
                        Hillary"                                                                                                        
                                                                                                                                
                        Sent by:                                                                                                        
                        rt-users-admin at l                                                                                                
                        ists.fsck.com                                                                                                   
                                                                                                                                        
                                                                                                                                        
                        04/29/2003 12:50                                                                                                
                        PM                                                                                                              
                                                                                                                                        
                                                                                                                                        
                                                                                                                                        




I am also very interested in learning whether there are any performance /
speed advantages in using FastCGI instead of mod_perl with RT2 or RT3.

Thanks

Hillary

-----Original Message-----
From: Mick Szucs [mailto:mick at onramp.ca]
Sent: Tuesday, April 29, 2003 12:44 PM
To: John Gedeon
Cc: 'rt-users at lists.fsck.com'
Subject: Re: [rt-users] FastCGI vs. mod_perl (not mod_ssl)


On Tue, 2003-04-29 at 13:36, John Gedeon wrote:
> >Can anyone tell me (from their own experience or otherwise) whether or
> >not there is a noticeable performance difference between running RT
> >under FastCGI vs mod_ssl?
>
> mod_ssl doesn't run cgi programs it is for running a secure web server
>
> ie if you wanted to use RT on an ssl aware apache server you would have
to

> have both
> FastCGI and mod_ssl.
>
> I think you may be thinking of mod_perl not mod_ssl.

Right .. mod_perl.  Sorry 'bout that folks, hadn't consumed the
appropriate amount of caffeine prior to posting :)

Thanks,

Mick

_______________________________________________
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 khera at kcilink.com  Tue Apr 29 14:37:11 2003
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 29 Apr 2003 14:37:11 -0400
Subject: [rt-users] FastCGI vs. mod_perl (not mod_ssl)
In-Reply-To: 
References: 
Message-ID: <16046.50775.430592.315585@yertle.int.kciLink.com>

I think the answer will be a resounding "maybe".

Here are the issues as I see them:

1) are you running RT on its own private instance of apache?
2) are you on a dedicated host just for RT?
3) how busy is your RT web interface?  that is, how many people are
   processing tickets simultaneously?

I think the main thing is issue 1.  If you're running a private
mod_perl apache for RT, then you have little advantage to running
FastCGI.  About the only thing I can think is that FastCGI may do some
buffering to free up the perl process to handle another request, and
that will bring into play issue 3.  If you're not a very busy web
site, then it doesn't matter that the process was freed up for another
request since there most likely won't be one waiting to run.

If you're running a single apache to handle a bunch of services, then
you're likely to benefit with FastCGI (or SpeedyCGI) since only the
heavy-weight RT requests will go thru the perl interpreter, not every
single request.

The mod_perl tuning document (included in mod_perl) would be worth a
good read.  Just think of the Fast/SpeedyCGI setup as moral equivalent
to the mod_proxy based front/back end setup to mod_perl.  RT doesn't
use any of the Apache handler hooks provided by mod_perl, so there is
nothing lost by eliminating it.

-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
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 rwheaton at moguls.com  Tue Apr 29 14:37:09 2003
From: rwheaton at moguls.com (Ryan Wheaton)
Date: Tue, 29 Apr 2003 12:37:09 -0600
Subject: [rt-users] file does not exist
Message-ID: <27BB0E94EF28D41193D0009027937C8F0258EA5A@MSSTNT1>

hello,

i've got the following message in my apache logs.  

[Tue Apr 29 12:26:28 2003] [error] [client 127.0.0.1] File does not exist:
/etc/httpd/htdocs//REST/1.0/NoAuth/mail-gateway

i can't find anywhere where that path is set, but it is obviously invalid.
my DocumentRoot in my httpd.conf file is not set to /etc/httpd/htdocs, but
in fact, the RT3 html directory.  anyone else ever see this?

i'm using RT 3.0.0

-----Original Message-----
From: Ryan Wheaton [mailto:rwheaton at moguls.com]
Sent: Tuesday, April 29, 2003 8:03 AM
To: 'ODHIAMBO Washington'; 'rt-users at lists.fsck.com'
Subject: RE: [rt-users] Error message when trying to create ticket via
ema il


ok.  i think i figured out my problem, and you were right, i was missing a
dependency.  I'm missing the Apache::Request module.  Now, when I try to
install it via CPAN (or the rt-testdependencies script), it says it can't
load mod_php (no such file in /etc/httpd/modules/) and bails out.  I have
all the PHP stuff installed for RH 7.3, and there is no mod_php for RH7.2 or
7.3.  how do i get Apache::Request installed?  I found some RPMS on
rpmfind.net for libapreq, but they are of the PLD distribution variety (and
i'm not sure if this would work anyways.)

thanks again

-rtw

p.s.  here's the error that CPAN gives while trying to compile
Apache::Request

make[1]: Leaving directory `/root/.cpan/build/libapreq-1.1/Cookie'
t/httpd -f `pwd`/t/httpd.conf
Syntax error on line 37 of /root/.cpan/build/libapreq-1.1/t/httpd.conf:
Cannot load /etc/httpd/modules/mod_php.so into server:
/etc/httpd/modules/mod_php.so: cannot open shared object file: No such file
or directory
make: *** [start_httpd] Error 1
  /usr/bin/make test -- NOT OK
Running make install
  make test had returned bad status, won't install without force

-----Original Message-----
From: Ryan Wheaton [mailto:rwheaton at moguls.com]
Sent: Tuesday, April 29, 2003 7:01 AM
To: 'ODHIAMBO Washington'; 'rt-users at lists.fsck.com'
Subject: RE: [rt-users] Error message when trying to create ticket via
ema il


I did install with all dependencies but i'll retry what you said to do.  in
the meantime, I got the email i sent to test the mail gateway bounced back
to me over night, and here's the message:

----- The following addresses had transient non-fatal errors -----
"|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url
http://mammoth/"
    (expanded from: )

   ----- Transcript of session follows -----
An Error Occurred
=================

404 Not Found
"|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url
http://mammoth/"... Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL

now, this is making me feel like it's an apache error.  oh, and it's RT
3.0.0 (sorry i didn't clarify that)
thanks again in advance for your help.

-rtw

-----Original Message-----
From: ODHIAMBO Washington [mailto:wash at wananchi.com]
Sent: Monday, April 28, 2003 11:23 PM
To: Ryan Wheaton
Subject: Re: [rt-users] Error message when trying to create ticket via
email


* Ryan Wheaton  [20030429 01:55]: wrote:
> hello.
> 
> I'm pretty much a newbie, and trying to work out the kinks in my RT3
> install.  I've gotten my box to accept mail as the user rt on the local
box,
> and it's sitting in the mail spool, but for some reason it isn't getting
> added as a new ticket.  I've put the following in my /etc/aliases file,
and
> run newaliases, but it doesn't seem to pick it up:
> 
> rt:     "|/opt/rt3/bin/rt-mailgate --queue general --action correspond
--url
> http://mammoth/"
> rt-comment:     "|/opt/rt3/bin/rt-mailgate --queue general --action
comment
> --url http://mammoth/"
> 
> 
> The following line is also showing up in my logs, and I'm not exactly sure
> if it's related, or what it means.  I tried googling it to no avail, but
> maybe y'all can help:
> 
> Apr 28 15:39:39 mammoth RT: Tickets->LimitRequestor is deprecated. please
> rewrite call at  HTML::Mason::Commands - /opt/rt3/lib/RT/Interface/Web.pm:
> 595 (/opt/rt3/lib/RT/Tickets_Overlay.pm:1304)

First, what version of rt3??? Did you install all the dependancies for rt3?
I am guessing, because I haven't seen this error, but I suggest doing this:

cd directory_where_you_extracted_rt3_tarball/
perl sbin/rt-test-dependacies --with-mysql --with-modperl1 --install




-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!  :-)


Serenity through viciousness.
_______________________________________________
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 nick at strongholdtech.com  Tue Apr 29 15:21:02 2003
From: nick at strongholdtech.com (Nicolae P. Costescu)
Date: Tue, 29 Apr 2003 15:21:02 -0400
Subject: [rt-users] Attached binaries don't work
Message-ID: <4.3.2.7.2.20030429151954.027bfe90@mail.qrts.com>

I attach a MS Word or Excel or whatever file to a ticket. When I click on 
it (or save target) it appears as an encoded file and can't be opened by 
the app that created it. Any ideas?
Thanks
Nick
****************************************************
Nicolae P. Costescu, Ph.D.  / Senior Developer
Stronghold Technologies
46040 Center Oak Plaza, Suite 160 / Sterling, Va 20166
Tel: 571-434-1472 / Fax: 571-434-1478



From cwfox at fujitsu.com  Tue Apr 29 20:09:03 2003
From: cwfox at fujitsu.com (Camron W. Fox)
Date: Tue, 29 Apr 2003 14:09:03 -1000
Subject: [rt-users] FASTCGI Problems.
Message-ID: 

Alle,

	I've just installed 3.0.1 (fastcgi) alongside 2.0.15 (mod_perl1). I've
added the following lines to httpd.conf, but receive these errors in the
Apache error_log and a connection refused when attempting to access the
server. Can someone please point out my errors? I've searched the mailing
lists and found some errors that are close, but they are supposed to have
been fixed in 2.0.77.

httpd.conf:


DocumentRoot /usr/local/rt3/share/html
ServerName hilo
AddHandler fast-cgi-script fcgi fcgi fpl
AddDefaultCharset UTF-8
FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi
Alias /NoAuth/images /usr/local/rt3/share/html/NoAuth/images
ScriptAlias / /usr/local/rt3/bin/mason_handler.fcgi/

 SetHandler fastcgi-script
 PerlHandler RT::Mason




error_log:

Insecure dependency in require while running setgid at
/usr/local/rt3/lib/RT/I18N.pm line 82.
Compilation failed in require at /usr/local/rt3/bin/mason_handler.fcgi line
28.
[Tue Apr 29 13:55:43 2003] [warn] FastCGI: server
"/usr/local/rt3/bin/mason_handler.fcgi" (pid 18635) terminated by calling
exit with status '255'
[Tue Apr 29 13:55:43 2003] [warn] FastCGI: server
"/usr/local/rt3/bin/mason_handler.fcgi" has failed to remain running for 30
seconds given 3 attempts, its restart interval has been backed off to 600
seconds




Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu America, INC.
E-mail:		cwfox at fujitsu.com
Phone:		(808) 934-4102
Pager:		(808) 934-1290
Cell:			(808) 937-5026




From gordon at morenet.net.nz  Tue Apr 29 21:33:52 2003
From: gordon at morenet.net.nz (Gordon Smith)
Date: Wed, 30 Apr 2003 13:33:52 +1200
Subject: [rt-users] Poss. bug - reply to ticket
In-Reply-To: 
Message-ID: <004901c30eb8$8ecce5b0$fa01a8c0@Gordonlaptop>

Hi all,

We've discovered a possible bug during testing the latest build:

Box is a new Debian install
RT-3.0.2pre4
Apache 1.2.27
Perl 5.8.0

When I submit a ticket via email, then log in to RT and answer that
ticket, no correspondence is sent. If I answer tickets submitted by
anyone else, it works....

Logging shows:
Apr 30 12:54:14 rt RT:
 #9720/32933 -
Scrip 35 Correspond (/usr/local/rt3/lib/RT/Action/SendEmail.pm:91)  
Apr 30 12:54:14 rt RT:
 No recipients
found. Not sending.  (/usr/local/rt3/lib/RT/Action/SendEmail.pm:170)

We're using the global correspond scrip.
RT does record the correspondence as being sent.

Cheers,
Gordon




From hwagener at hamburg.fcb.com  Wed Apr 30 05:18:03 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Wed, 30 Apr 2003 11:18:03 +0200
Subject: [rt-users] FASTCGI Problems.
In-Reply-To: 
Message-ID: 

On Mittwoch, April 30, 2003, at 02:09  Uhr, Camron W. Fox wrote:

> Alle,
>
> 	I've just installed 3.0.1 (fastcgi) alongside 2.0.15 (mod_perl1). I've
> added the following lines to httpd.conf, but receive these errors in 
> the
> Apache error_log
[snip]

> error_log:
>
> Insecure dependency in require while running setgid at
> /usr/local/rt3/lib/RT/I18N.pm line 82.
> Compilation failed in require at /usr/local/rt3/bin/mason_handler.fcgi 
> line
> 28.
> [Tue Apr 29 13:55:43 2003] [warn] FastCGI: server
> "/usr/local/rt3/bin/mason_handler.fcgi" (pid 18635) terminated by 
> calling
> exit with status '255'
> [Tue Apr 29 13:55:43 2003] [warn] FastCGI: server
> "/usr/local/rt3/bin/mason_handler.fcgi" has failed to remain running 
> for 30
> seconds given 3 attempts, its restart interval has been backed off to 
> 600
> seconds
>

I fixed this by removing the s-bit from the mason_handler.fcgi  file. 
Seems to work for me, but my RT3 instance is not running in a 
production environment, and it directly contradicts the documentation 
of how to run RT with FastCGI.

Maybe someone with detailed knowledge of the subject could comment?

Regards,
     Harald Wagener

-- 
Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg



From hwagener at hamburg.fcb.com  Wed Apr 30 05:19:51 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Wed, 30 Apr 2003 11:19:51 +0200
Subject: [rt-users] WWW::Mechanize install failure (RT3 & Red Hat 8.0)
In-Reply-To: <20030429162343.GA6023@cbio.mskcc.org>
Message-ID: 

On Dienstag, April 29, 2003, at 06:23  Uhr, Daniel E. Eisenbud wrote:

> I had the same problem (on a Debian 3.0 system) and I solved it with
> "force install WWW::Mechanize" and then hitting control-c on the test 
> it
> stalled on.  It seems to work (well, I assume that the one bug that's
> biting us has nothing to do with that, at least.)


WWW::Mechanize's test does not work well with proxies that require 
authentication. You don't happen to redirect to such a proxy 
transparently?

Regards,
     Harald

-- 
Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg



From rla at id.pl  Wed Apr 30 05:59:30 2003
From: rla at id.pl (Ryszard Lach)
Date: Wed, 30 Apr 2003 11:59:30 +0200
Subject: [rt-users] Problem with creating tickets by non-stuff users
Message-ID: <20030430095930.GI8583@siaco.id.pl>

Hi!

I have a new installation of rt3.0. Everything works fine except this.
When I send e-mail to a queue address a ticket is created by user
"RT_System", has no e-mail address of requestor assigned and is empty.
When e-mail is sent by a stuff user - all works just fine - requestor's
address is recorder and e-mail body appears as a ticket comment.

What should I set in RT? I've tried to grant privileges to creating
tickets to everyone (in configuration->global->grouprights), but it has
no effect.

TIA,

Richard.

--
"First they ignore you. Then they laugh at you. Then they
fight you. Then you win." - Mohandas Gandhi.


From rla at id.pl  Wed Apr 30 09:47:41 2003
From: rla at id.pl (Ryszard Lach)
Date: Wed, 30 Apr 2003 15:47:41 +0200
Subject: [rt-users] RT 3-0-1 - creating tickets by e-mail by non-RT users
Message-ID: <20030430134741.GB12447@siaco.id.pl>

Hi.

Can anybody tell me what is to be configured in a brand new
(working) RT 3.0 instalation with properly configured mailgate to have
tickets created by sending e-mail by anybody (without a rt account)?

Richard.

-- 
** Internet Designers S.A., ul. Przedmiejska 6-10, 54-201 Wroc?aw **
 tel. (071) 35 00 445 w. 25; fax (071) 37 35 946; http://www.id.pl/


From rla at id.pl  Wed Apr 30 09:53:21 2003
From: rla at id.pl (Ryszard Lach)
Date: Wed, 30 Apr 2003 15:53:21 +0200
Subject: [rt-users] Re: RT 3-0-1 - creating tickets by e-mail by non-RT users
In-Reply-To: <20030430134741.GB12447@siaco.id.pl>
References: <20030430134741.GB12447@siaco.id.pl>
Message-ID: <20030430135321.GA12511@siaco.id.pl>

On Wed, Apr 30, 2003 at 03:47:41PM +0200, Ryszard Lach wrote:
> Hi.
> 
> Can anybody tell me what is to be configured in a brand new
> (working) RT 3.0 instalation with properly configured mailgate to have
> tickets created by sending e-mail by anybody (without a rt account)?

In logfile there is an entry:

"RT could not load a valid user, and RT's configuration does not allow
for the creation of a new user for your email."

Where Can I change this option?

Richard.

-- 
"First they ignore you. Then they laugh at you. Then they
fight you. Then you win." - Mohandas Gandhi.


From autrijus at autrijus.org  Wed Apr 30 10:05:08 2003
From: autrijus at autrijus.org (Autrijus Tang)
Date: Wed, 30 Apr 2003 22:05:08 +0800
Subject: [rt-users] Re: RT 3-0-1 - creating tickets by e-mail by non-RT users
In-Reply-To: <20030430135321.GA12511@siaco.id.pl>
References: <20030430134741.GB12447@siaco.id.pl> <20030430135321.GA12511@siaco.id.pl>
Message-ID: <20030430140508.GB16487@not.autrijus.org>

On Wed, Apr 30, 2003 at 03:53:21PM +0200, Ryszard Lach wrote:
> "RT could not load a valid user, and RT's configuration does not allow
> for the creation of a new user for your email."
> Where Can I change this option?

Try allowing 'Everyone' or 'Unprivileged users' to create tickets 
in that queue.

/Autrijus/


From jeff.hoover at infotechfl.com  Wed Apr 30 10:13:14 2003
From: jeff.hoover at infotechfl.com (Jeff Hoover)
Date: Wed, 30 Apr 2003 10:13:14 -0400
Subject: [rt-users] Re: RT 3-0-1 - creating tickets by e-mail by
  non-RT users
In-Reply-To: <20030430140508.GB16487@not.autrijus.org>
References: <20030430135321.GA12511@siaco.id.pl>
 <20030430134741.GB12447@siaco.id.pl>
 <20030430135321.GA12511@siaco.id.pl>
Message-ID: <5.1.0.14.0.20030430101029.028fe2f8@mail.infotechfl.com>

What do you have the following config variable set to?

$SenderMustExistInExternalDatabase

Check your etc/RT_SiteConfig.pm (or etc/RT_Config.pm).  Should not be defined.

-- Jeff

At 10:05 AM 4/30/2003, Autrijus Tang wrote:
>On Wed, Apr 30, 2003 at 03:53:21PM +0200, Ryszard Lach wrote:
> > "RT could not load a valid user, and RT's configuration does not allow
> > for the creation of a new user for your email."
> > Where Can I change this option?
>
>Try allowing 'Everyone' or 'Unprivileged users' to create tickets
>in that queue.
>
>/Autrijus/
>_______________________________________________
>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 rwheaton at moguls.com  Wed Apr 30 11:31:12 2003
From: rwheaton at moguls.com (Ryan Wheaton)
Date: Wed, 30 Apr 2003 09:31:12 -0600
Subject: [rt-users] reply-to address problem
Message-ID: <27BB0E94EF28D41193D0009027937C8F0258EA67@MSSTNT1>

ok.  so i got the mail gateway set up and working wonderfully.  but now,
whenever I try to reply to a ticket via email, the reply-to address is
wrong.  

i initially had this set in RT_SiteConfig.pm like this:

Set($CorrespondAddress , 'rt at is-moguls.com');

Set($CommentAddress , 'rt-comment at is-moguls.com');


and I changed it to this:

Set($CorrespondAddress , 'rt at mammoth.moguls.com');

Set($CommentAddress , 'rt-comment at mammoth.moguls.com');


restarted httpd, made a new ticket, but whenever I try to reply, the reply
to address is the @is-moguls.com address instead of @mammoth.moguls.com.
Sendmail is masquerading as mammoth.moguls.com

I've even gone in and manually put rt at mammoth.moguls.com and
rt-comment at mammoth.moguls.com into the queue configuration, and it still
comes across as @is-moguls.com.

any ideas on this?  could it be residually set somewhere else?  to i have to
stop and start something else or recompile?  i'm at a loss.

thanks,

-rtw


From rwheaton at moguls.com  Wed Apr 30 12:33:23 2003
From: rwheaton at moguls.com (Ryan Wheaton)
Date: Wed, 30 Apr 2003 10:33:23 -0600
Subject: [rt-users] reply-to address problem
Message-ID: <27BB0E94EF28D41193D0009027937C8F0258EA6A@MSSTNT1>

Hi.

thanks for your reply.  But unfortunately, i had tried this as well (sorry i
wasn't more clear).  And, I just re-tried it again with the same result.  I
think i've tried stopping and restarting every which way imaginable short of
a reboot (but hell, might as well try that too).

any other ideas?  does this get stored somewhere else?

-r
-----Original Message-----
From: Steen Andersen [mailto:san at openstone.dk]
Sent: Wednesday, April 30, 2003 10:33 AM
To: Ryan Wheaton
Subject: Re: [rt-users] reply-to address problem


Hi Ryan

Don't just restart. Shut httpd down and start up again. (Assuming you're
running Apache: apachectl stop / apachectl start). It has to with the
Mason-stuff, that does'nt reread config-files if you don't do a total
shutdown.

Greetings
Steen Andersen


On Wed, 30 Apr 2003, Ryan Wheaton wrote:

> ok.  so i got the mail gateway set up and working wonderfully.  but now,
> whenever I try to reply to a ticket via email, the reply-to address is
> wrong.
>
> i initially had this set in RT_SiteConfig.pm like this:
>
> Set($CorrespondAddress , 'rt at is-moguls.com');
>
> Set($CommentAddress , 'rt-comment at is-moguls.com');
>
>
> and I changed it to this:
>
> Set($CorrespondAddress , 'rt at mammoth.moguls.com');
>
> Set($CommentAddress , 'rt-comment at mammoth.moguls.com');
>
>
> restarted httpd, made a new ticket, but whenever I try to reply, the reply
> to address is the @is-moguls.com address instead of @mammoth.moguls.com.
> Sendmail is masquerading as mammoth.moguls.com
>
> I've even gone in and manually put rt at mammoth.moguls.com and
> rt-comment at mammoth.moguls.com into the queue configuration, and it still
> comes across as @is-moguls.com.
>
> any ideas on this?  could it be residually set somewhere else?  to i have
to
> stop and start something else or recompile?  i'm at a loss.
>
> thanks,
>
> -rtw
> _______________________________________________
> 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
>

----------------------------------------
Steen.Andersen at OpenStone.Dk


From rwheaton at moguls.com  Wed Apr 30 12:39:38 2003
From: rwheaton at moguls.com (Ryan Wheaton)
Date: Wed, 30 Apr 2003 10:39:38 -0600
Subject: [rt-users] reply-to address problem
Message-ID: <27BB0E94EF28D41193D0009027937C8F0258EA6D@MSSTNT1>

FYI: a reboot didn't help either...

-----Original Message-----
From: Ryan Wheaton [mailto:rwheaton at moguls.com]
Sent: Wednesday, April 30, 2003 10:33 AM
To: 'Steen Andersen'; 'rt-users at lists.fsck.com'
Subject: RE: [rt-users] reply-to address problem



Hi.

thanks for your reply.  But unfortunately, i had tried this as well (sorry i
wasn't more clear).  And, I just re-tried it again with the same result.  I
think i've tried stopping and restarting every which way imaginable short of
a reboot (but hell, might as well try that too).

any other ideas?  does this get stored somewhere else?

-r
-----Original Message-----
From: Steen Andersen [mailto:san at openstone.dk]
Sent: Wednesday, April 30, 2003 10:33 AM
To: Ryan Wheaton
Subject: Re: [rt-users] reply-to address problem


Hi Ryan

Don't just restart. Shut httpd down and start up again. (Assuming you're
running Apache: apachectl stop / apachectl start). It has to with the
Mason-stuff, that does'nt reread config-files if you don't do a total
shutdown.

Greetings
Steen Andersen


On Wed, 30 Apr 2003, Ryan Wheaton wrote:

> ok.  so i got the mail gateway set up and working wonderfully.  but now,
> whenever I try to reply to a ticket via email, the reply-to address is
> wrong.
>
> i initially had this set in RT_SiteConfig.pm like this:
>
> Set($CorrespondAddress , 'rt at is-moguls.com');
>
> Set($CommentAddress , 'rt-comment at is-moguls.com');
>
>
> and I changed it to this:
>
> Set($CorrespondAddress , 'rt at mammoth.moguls.com');
>
> Set($CommentAddress , 'rt-comment at mammoth.moguls.com');
>
>
> restarted httpd, made a new ticket, but whenever I try to reply, the reply
> to address is the @is-moguls.com address instead of @mammoth.moguls.com.
> Sendmail is masquerading as mammoth.moguls.com
>
> I've even gone in and manually put rt at mammoth.moguls.com and
> rt-comment at mammoth.moguls.com into the queue configuration, and it still
> comes across as @is-moguls.com.
>
> any ideas on this?  could it be residually set somewhere else?  to i have
to
> stop and start something else or recompile?  i'm at a loss.
>
> thanks,
>
> -rtw
> _______________________________________________
> 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
>

----------------------------------------
Steen.Andersen at OpenStone.Dk
_______________________________________________
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 cwfox at fujitsu.com  Wed Apr 30 13:26:56 2003
From: cwfox at fujitsu.com (Camron W. Fox)
Date: Wed, 30 Apr 2003 07:26:56 -1000
Subject: [rt-users] FASTCGI Problems.
In-Reply-To: 
Message-ID: 

> -----Original Message-----
> From: Harald Wagener [mailto:hwagener at hamburg.fcb.com]
> Sent: Tuesday, April 29, 2003 23:18
> To: Camron W. Fox
> Cc: Rt-Users at Lists. Fsck. Com
> Subject: Re: [rt-users] FASTCGI Problems.
>
>
>
> On Mittwoch, April 30, 2003, at 02:09  Uhr, Camron W. Fox wrote:
>
> > Alle,
> >
> > 	I've just installed 3.0.1 (fastcgi) alongside 2.0.15
> (mod_perl1). I've
> > added the following lines to httpd.conf, but receive these errors in
> > the
> > Apache error_log
> [snip]
>
> > error_log:
> >
> > Insecure dependency in require while running setgid at
> > /usr/local/rt3/lib/RT/I18N.pm line 82.
> > Compilation failed in require at /usr/local/rt3/bin/mason_handler.fcgi
> > line
> > 28.
> > [Tue Apr 29 13:55:43 2003] [warn] FastCGI: server
> > "/usr/local/rt3/bin/mason_handler.fcgi" (pid 18635) terminated by
> > calling
> > exit with status '255'
> > [Tue Apr 29 13:55:43 2003] [warn] FastCGI: server
> > "/usr/local/rt3/bin/mason_handler.fcgi" has failed to remain running
> > for 30
> > seconds given 3 attempts, its restart interval has been backed off to
> > 600
> > seconds
> >
>
> I fixed this by removing the s-bit from the mason_handler.fcgi  file.
> Seems to work for me, but my RT3 instance is not running in a
> production environment, and it directly contradicts the documentation
> of how to run RT with FastCGI.
>
> Maybe someone with detailed knowledge of the subject could comment?
>
> Regards,
>      Harald Wagener
>
> --
> Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg
>
>
>

Alle,

	FYI, after some more digging, I found somethings on the rt-devel and
announce lists (below) that address the issue. It's resolved in RT-3-0-2pre3
and should be fixed in the prodsuction release of RT-3-0-2, which should be
sometime soon (last week?), yes, Jesse?

http://lists.fsck.com/pipermail/rt-announce/2003-April/000065.html
http://lists.fsck.com/pipermail/rt-announce/2003-April/000066.html


Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu America, INC.
E-mail:		cwfox at fujitsu.com
Phone:		(808) 934-4102
Pager:		(808) 934-1290
Cell:			(808) 937-5026




From cwfox at fujitsu.com  Wed Apr 30 15:47:55 2003
From: cwfox at fujitsu.com (Camron W. Fox)
Date: Wed, 30 Apr 2003 09:47:55 -1000
Subject: [rt-users] Log file timestamps show GMT instead of US/Hawaii (GMT-10).
Message-ID: 

Alle,

	We have recently upgraded from 2.0.13 to 2.0.15. Timestamps are now
appearing in the log files (a good thing), however, even though the timezone
in config.pm is set for US/Hawaii, the rt.log files are showing GMT times.
Has anyone else seen this? I'm also seeing some strange times on some email
headers.

[root at hilo tmp]# tail rt.log0
[Wed Apr 30 19:06:40 2003] [debug]: RT::Transaction=HASH(0x8f01ba8):
Checking condition OnOwnerChange...
[Wed Apr 30 19:06:40 2003] [debug]: RT::Transaction=HASH(0x8f01ba8): Doesn't
match condition OnOwnerChange...
[Wed Apr 30 19:06:40 2003] [debug]: now requiring RT::Condition::OwnerChange
[Wed Apr 30 19:06:40 2003] [debug]: RT::Transaction=HASH(0x8f01ba8):
Checking condition OnOwnerChange...
[Wed Apr 30 19:06:40 2003] [debug]: RT::Transaction=HASH(0x8f01ba8): Doesn't
match condition OnOwnerChange...
[root at hilo tmp]# date
Wed Apr 30 09:06:42 HST 2003
[root at hilo tmp]#

Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu America, INC.
E-mail:		cwfox at fujitsu.com
Phone:		(808) 934-4102
Pager:		(808) 934-1290
Cell:			(808) 937-5026




From CTavernier at ksplastic.com  Wed Apr 30 17:43:51 2003
From: CTavernier at ksplastic.com (Tavernier, Clayton)
Date: Wed, 30 Apr 2003 14:43:51 -0700
Subject: [rt-users] WWW::Mechanize install failure (RT3 & Red Hat 8.0)
Message-ID: <878C4F4A3000004DA97043EBF896B0F3737393@server7.ksplastic.com>

Yup, sure do.  Is the force install the right way to go then?

Clayton

-----Original Message-----
From: Harald Wagener [mailto:hwagener at hamburg.fcb.com]
Sent: Wednesday, April 30, 2003 2:20 AM
To: Daniel E. Eisenbud
Cc: Tavernier, Clayton; 'rt-users at lists.fsck.com'
Subject: Re: [rt-users] WWW::Mechanize install failure (RT3 & Red Hat
8.0)



On Dienstag, April 29, 2003, at 06:23  Uhr, Daniel E. Eisenbud wrote:

> I had the same problem (on a Debian 3.0 system) and I solved it with
> "force install WWW::Mechanize" and then hitting control-c on the test 
> it
> stalled on.  It seems to work (well, I assume that the one bug that's
> biting us has nothing to do with that, at least.)


WWW::Mechanize's test does not work well with proxies that require 
authentication. You don't happen to redirect to such a proxy 
transparently?

Regards,
     Harald

-- 
Harald Wagener * FCB/Wilkens * An der Alster 42 * 20099 Hamburg
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From stewart.james at vu.edu.au  Wed Apr 30 19:49:55 2003
From: stewart.james at vu.edu.au (Stewart James)
Date: Thu, 1 May 2003 09:49:55 +1000 (EST)
Subject: [rt-users] Quoting previous message
Message-ID: 

Hi,

Was jsut wondering if anyone knew of a way of quoting the previous (or
even the orignal message) when sending correspondance from the web
interface?

Using normal email client when replying is fine, as the emai client
ensures the previous message is included. But you loose this in the web
interface.

Thanks,

STewart


