From hwagener at hamburg.fcb.com  Fri Aug  1 03:34:06 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Fri, 1 Aug 2003 09:34:06 +0200
Subject: [rt-users] rt3 install problem (3.0.4)
In-Reply-To: <1F8ED810575FD511915600508BB8B49503EA628E@pressbox.mlbam.com>
References: <1F8ED810575FD511915600508BB8B49503EA628E@pressbox.mlbam.com>
Message-ID: <88159206-C3F2-11D7-B397-003065DC18B8@hamburg.fcb.com>

On Donnerstag, 31. Juli 2003, at 23:55 Uhr, Okochu, Charles wrote:

> Did you upgrade perl or have you tried recompiling mod_perl statically
> into
> apache?
>

This looks like Mason is not working. Can You send a copy of Your 
httpd.conf regarding the /rt3 entry?

As well, remember that You cannot have two different rt installations 
in one particular instance of apache if You use mod_perl. At most one 
rt instance can run under mod_perl, any other must use fstcgi or 
speedycgi.

Regards,
     Harald
-- 
The Statistics Package for RT 3 is available at
http://www.tzi.de/~hollow/Statistics3.tgz



From chris at filmlight.ltd.uk  Fri Aug  1 05:57:28 2003
From: chris at filmlight.ltd.uk (Chris Hall)
Date: Fri, 01 Aug 2003 10:57:28 +0100
Subject: [rt-users] running other than virtual host
In-Reply-To: <00A851B1D52D3940B03DE868CCF0E6140A6A06D8@HQPEX006.corp.rhalf.com>
References: <00A851B1D52D3940B03DE868CCF0E6140A6A06D8@HQPEX006.corp.rhalf.com>
Message-ID: <3F2A3988.9060606@filmlight.ltd.uk>

This bit worked for me, replace HOSTNAME with your hostname.

Alias /rt "/usr/local/rt3/share/html"
PerlRequire /usr/local/rt3/bin/webmux.pl
<Location /rt>
        SetHandler perl-script
        PerlHandler RT::Mason
        RedirectMatch permanent (.*)/$ http://HOSTNAME$1/index.html
</Location>


Sullivan, Robert (HQP) wrote:

> Is anyone running this as a non virtual host and if so what does the 
> conf look like?
> Much help would be appreciated.
>

-- 
____________________
chris at filmlight.ltd.uk
38 Bedford Square
WC1B 3EL
+44 (0)20 7631 4905

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From mmuessig at multamedio.de  Fri Aug  1 07:13:14 2003
From: mmuessig at multamedio.de (Markus Muessig)
Date: Fri, 1 Aug 2003 13:13:14 +0200
Subject: [rt-users] Creating related ticket fails (Approvals)
In-Reply-To: <20030730223714.GA718@moreton.com.au>
References: <20030730121339.GD572@calisto.local> <20030730223714.GA718@moreton.com.au>
Message-ID: <20030801111314.GA606@calisto.local>

On Thu, Jul 31, 2003 at 08:37:14AM +1000, Phil Homewood wrote:
> Markus Muessig wrote:
> > Depended-On-By: {$Tickets{"TOP"}->id}
> 
> That should read
> 
> Depended-On-By: TOP
> 
> if I'm remembering right.
> -- 
> Phil Homewood, Systems Janitor, http://www.SnapGear.com
> pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
> SnapGear - Custom Embedded Solutions and Security Appliances
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

i tried that also. does not work! still the same errormessage...

any further ideas?

greetings, markus muessig

-- 
---------------------------------------------------------------------
Markus Muessig                     MULTA MEDIO Informationssysteme AG
					       Mergentheimer Str. 76a
                                                      97082 Wuerzburg
mailto:mmuessig at multamedio.de                Tel: +49 (0)931 79717-18
http://www.multamedio.de                     Fax: +49 (0)931 79717-30


From bthorson at foretec.com  Fri Aug  1 09:18:45 2003
From: bthorson at foretec.com (Brett Thorson)
Date: Fri, 1 Aug 2003 09:18:45 -0400
Subject: [rt-users] Disappearing unprivileged users: rt 3.0.4, Redhat 9, new install
Message-ID: <200308010918.45071.bthorson@foretec.com>

I just performed a new install with RH 9, at rt 3.0.4.  I got the system up 
and functional, and I started to add users, but they didn't show up.

I am logged in as root, and I add a user.  If I try to add the user again, it 
is disallowed because the user is in the system.  Checking the Users table in 
he database, the user is indeed there.

If I make a new user, and click the "Let this user be granted rights" 
everything is ok.  As soon as I unclick this box, the user disappears from 
the display. 

The only way I can get them back is to type in the URL with the users number 
in it.  Here is the display I get on the Select users page.

 Privileged users:

    * bt
    * ml
    * root
    * sw

Find people whose
Include disabled users in search. 

So I take away the privileges from bt.  I do a select users, and the user is 
no longer listed.  

Then I click on the box:  Include disabled users in search. 
and hit go.  Just as it says in the directions.

I get the above list, however bt is not listed.

I tried looking for some debug stuff to see if it is a query problem, a 
display problem.  I dunno.  But I tried it with Mozilla 1.2.1 and Internet 
Explorer.  I am running on a Mysql database.

The only thing that I can also add was that I had to force Module::Build to 
install because of 2 failures in a test that I could not resolve.  

Thanks much for any assistance.

Cheers!

--Brett


From iqbala at qwestip.net  Fri Aug  1 10:55:41 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Fri, 1 Aug 2003 10:55:41 -0400 (EDT)
Subject: [rt-users] StockAnswers
Message-ID: <Pine.GSO.4.30L2.0308011054520.13123-100000@qmail>

Is there a StockAnswers package for RT3 ?

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From sean.perry at intransa.com  Fri Aug  1 11:09:37 2003
From: sean.perry at intransa.com (Sean Perry)
Date: Fri, 01 Aug 2003 08:09:37 -0700
Subject: [rt-users] StockAnswers
In-Reply-To: <Pine.GSO.4.30L2.0308011054520.13123-100000@qmail>
References: <Pine.GSO.4.30L2.0308011054520.13123-100000@qmail>
Message-ID: <3F2A82B1.2080105@intransa.com>

Asif Iqbal wrote:

>Is there a StockAnswers package for RT3 ?
>
>  
>
it's called RTFM (RT's FAQ Manager).  Not fully release yet, still has 
some kinks to iron out.



From derek at csolve.net  Fri Aug  1 12:01:14 2003
From: derek at csolve.net (Derek Buttineau)
Date: Fri, 01 Aug 2003 12:01:14 -0400
Subject: [rt-users] Mailgate attachement truncate
In-Reply-To: <00d201c357a9$91acb410$0c00a8c0@imc.ad>
References: <00d201c357a9$91acb410$0c00a8c0@imc.ad>
Message-ID: <3F2A8ECA.9000708@csolve.net>

I think it has to do with the mod_perl2 interface myself.. but I could 
be wrong.  I have the same problem with a FreeBSD/mod_perl2/Apache2 
setup, long attanchments end up getting truncated all the time though at 
about 6k for me.

On that note as well, going up to the latest release of the mod_perl2 
code (1.99_09) from my current installation of (1.99_07), seems to have 
introduced a new wrinkle.. with that version webmux.pl fails to load:

[Fri Aug 01 11:52:26 2003] [error] Global $r object is not available. Set:
        PerlOptions +GlobalRequest
in httpd.conf at 
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 567.
Compilation failed in require at (eval 4) line 1.

[Fri Aug 01 11:52:26 2003] [error] Can't load Perl file: 
/usr/local/rt3/bin/webmux.pl for server rt.csolve.net:0, exiting...

Reverting back to 1.99_07 works fine, I may end up doing the work around 
with a second Apache/RT installation, though the truncation isn't a 
wholy huge issue for us at the moment as the majority of tickets 
e-mailed in are under than size typically.

Derek

Gary Richardson wrote:

>For all of those searching the archives looking for solutions, this was the
>problem. I'm not too sure what exact part of RH/mod_perl/Apache2 is causing
>the problem. 
>
>I simply compiled a 1.3.28 Apache with mod_perl 1.27 on the mail server and
>had mailgate reference that instead of the web server. My RT now accepts
>large attachements :)
>
>Out.
>
>-----Original Message-----
>From: Jesse Vincent [mailto:jesse at bestpractical.com] 
>Sent: Thursday, July 31, 2003 10:51 AM
>To: Gary Richardson
>Cc: rt-users at lists.fsck.com
>Subject: Re: [rt-users] Mailgate attachement truncate
>
>
>You're running into a known issue with RedHat 8's build of mod_perl
>
>
>On Thu, Jul 31, 2003 at 10:49:06AM -0700, Gary Richardson wrote:
>  
>
>>Hey Guys,
>> 
>>I'm running RT 3.0.3 on a RH8.0 box. When messages go in via mailgate, 
>>they are truncated at 3.5k every time. This includes the regular 
>>message and any other attachements.
>> 
>>If I attache a larger file via the web interface all goes well.
>> 
>>Based on a previous post about this problem, I have in my 
>>RT_SiteConfig.pm:
>>
>>And in my my.cnf (on the server machine):
>> 
>>Set($MaxAttachmentSize , 10000000); Set($TruncateLongAttachments , 
>>undef); Set($DropLongAttachments , undef);
>>
>>[mysqld]
>>set-variable = max_allowed_packet=16M
>> 
>>RT is spread out between a web server running the application, a 
>>database server running the database and and qmail mail server with 
>>mailgate. These are all redhat 8.0 boxes.
>> 
>>Thanks.
>>
>>
>>    
>>
>
>  
>

-- 
Regards,

Derek Buttineau
Internet Systems Administrator
Compu-SOLVE Internet Services




From freebsd at coal.sentex.ca  Fri Aug  1 12:06:36 2003
From: freebsd at coal.sentex.ca (freebsd at coal.sentex.ca)
Date: Fri, 1 Aug 2003 12:06:36 -0400
Subject: [rt-users] Creating related ticket fails (Approvals)
In-Reply-To: <mailman.1059736561.72963.rt-users-l@lists.sentex.ca>
References: <20030730121339.GD572@calisto.local> <20030730223714.GA718@moreton.com.au> <mailman.1059736561.72963.rt-users-l@lists.sentex.ca>
Message-ID: <20030801160636.GT2089@sentex.net>

Thus spake Markus Muessig (mmuessig at multamedio.de) [01/08/03 07:13]:
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 
> i tried that also. does not work! still the same errormessage...
> 
> any further ideas?

I've just put it in, using all the information from this thread, and while I
*do* get a ticket that's created, I *don't* see it in the queue listing.

i.e. We have queue 'Wants', and queue 'Approvals'.  I can create the ticket
in Wants, and it /will/ create the ticket in Approvals (I can see this in
the logs).

If I go 'Home', I the ticket listing for Approvals shows 0 tickets.  As does
a search for the queue (and no other restrictions).  However, if I open up
the original Wants ticket, I can go to the corresponding ticket via the
Links section.


From phessler at theapt.org  Fri Aug  1 12:52:40 2003
From: phessler at theapt.org (Peter Hessler)
Date: Fri, 1 Aug 2003 09:52:40 -0700
Subject: [rt-users] hardcoding /opt considered harmful
Message-ID: <20030801165240.GC29672@theapt.org>

I installed RT3 on my web server, and now its time to migrate to a new 
server.  When I installed the first install, I used `./configure 
--prefix=/usr/local`.  Which failed miserably.  /opt is hardcoded in 
the vast majority of the files, so I had to do a `mount_null 
/usr/local /opt`, which is bloody annoying.

Can someone please fix this?


From jesse at bestpractical.com  Fri Aug  1 12:56:12 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 1 Aug 2003 12:56:12 -0400
Subject: [rt-users] hardcoding /opt considered harmful
In-Reply-To: <20030801165240.GC29672@theapt.org>
References: <20030801165240.GC29672@theapt.org>
Message-ID: <20030801165612.GR18236@fsck.com>


On Fri, Aug 01, 2003 at 09:52:40AM -0700, Peter Hessler wrote:
> I installed RT3 on my web server, and now its time to migrate to a new 
> server.  When I installed the first install, I used `./configure 
> --prefix=/usr/local`.  Which failed miserably.  /opt is hardcoded in 
> the vast majority of the files, so I had to do a `mount_null 
> /usr/local /opt`, which is bloody annoying.

Can you tell us where /opt is hardcoded?


> 
> Can someone please fix this?
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 b.boksa at sidebysite.de  Fri Aug  1 12:57:36 2003
From: b.boksa at sidebysite.de (Benjamin Boksa)
Date: Fri, 1 Aug 2003 18:57:36 +0200
Subject: [rt-users] Re: [rt-devel] XML4RT3 - XML Interface for RT3
In-Reply-To: <c26e3584bfe1fd0d6f3883b3b003324c621ec33c@tumbleweed.boston.com>
Message-ID: <408B7A1C-C441-11D7-B408-00039310C34C@sidebysite.de>

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

- -- Sorry, I have sent this mail from a wrong address before --

Hi Darren

No you did not. But in this stage my proof of concept only supports 
transforming data from RT to XML, so I thought it might be to early to 
share it with you.

So if you would like a copy of this very very early stuff without any 
documentation and guarantess please send me an Email and I send you the 
tarball with the instructions on how to use it.

Best Regards,

Benne

P.S.: Darren, your copy is on the way.

Am Freitag, 01.08.03, um 17:35 Uhr (Europe/Paris) schrieb darren 
chamberlain:

> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>
> * Benjamin Boksa <b.boksa at sidebysite.de> [2003-08-01 09:41]:
>> I am looking forward to receive your requests, ideas and whatever else
>> you have to say about XML4RT3.
>
> Did I miss the part where you tell us how to get a copy to poke at?
>
> (darren)
>
> - --
> Remember, any design flaw you're sufficiently snide about becomes a
> feature.
>     -- Dan Sugalski
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.2.2 (GNU/Linux)
> Comment: This message is digitally signed and can be verified for 
> authenticity.
>
> iD8DBQE/KojfzsinjrVhZaoRAtfVAKCh/fbeK1iZZ863mrVphCCqOzhomQCfS/ZV
> mT6s+h2b3G8z2pAQg6dfo0g=
> =TufV
> -----END PGP SIGNATURE-----
> _______________________________________________
> rt-devel mailing list
> rt-devel at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-devel
>



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From phessler at theapt.org  Fri Aug  1 13:03:50 2003
From: phessler at theapt.org (Peter Hessler)
Date: Fri, 1 Aug 2003 10:03:50 -0700
Subject: [rt-users] hardcoding /opt considered harmful
In-Reply-To: <20030801165612.GR18236@fsck.com>
References: <20030801165240.GC29672@theapt.org> <20030801165612.GR18236@fsck.com>
Message-ID: <20030801170350.GD29672@theapt.org>

On Fri, Aug 01, 2003 at 12:56:12PM -0400, Jesse Vincent wrote:
:
:
:On Fri, Aug 01, 2003 at 09:52:40AM -0700, Peter Hessler wrote:
:> I installed RT3 on my web server, and now its time to migrate to a new 
:> server.  When I installed the first install, I used `./configure 
:> --prefix=/usr/local`.  Which failed miserably.  /opt is hardcoded in 
:> the vast majority of the files, so I had to do a `mount_null 
:> /usr/local /opt`, which is bloody annoying.
:
:Can you tell us where /opt is hardcoded?
:
bin/webmux.pl, bin/rt-crontool, bin/mason_handler.fcgi, 
bin/rt-mailgate, lib/RT.pm, sbin/rt-setup-database.

I did a `grep -r "/opt/rt3" /opt/rt3` to find these.

:
:> 
:> Can someone please fix this?
:> _______________________________________________
:> rt-users mailing list
:> rt-users at lists.fsck.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 Aug  1 13:04:27 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 1 Aug 2003 13:04:27 -0400
Subject: [rt-users] hardcoding /opt considered harmful
In-Reply-To: <20030801170350.GD29672@theapt.org>
References: <20030801165240.GC29672@theapt.org> <20030801165612.GR18236@fsck.com> <20030801170350.GD29672@theapt.org>
Message-ID: <20030801170427.GS18236@fsck.com>

All of those tools have their paths set by the ./configure script in the
distribution. Perhaps you didn't rerun 'make install' after running
configure?


On Fri, Aug 01, 2003 at 10:03:50AM -0700, Peter Hessler wrote:
> On Fri, Aug 01, 2003 at 12:56:12PM -0400, Jesse Vincent wrote:
> :
> :
> :On Fri, Aug 01, 2003 at 09:52:40AM -0700, Peter Hessler wrote:
> :> I installed RT3 on my web server, and now its time to migrate to a new 
> :> server.  When I installed the first install, I used `./configure 
> :> --prefix=/usr/local`.  Which failed miserably.  /opt is hardcoded in 
> :> the vast majority of the files, so I had to do a `mount_null 
> :> /usr/local /opt`, which is bloody annoying.
> :
> :Can you tell us where /opt is hardcoded?
> :
> bin/webmux.pl, bin/rt-crontool, bin/mason_handler.fcgi, 
> bin/rt-mailgate, lib/RT.pm, sbin/rt-setup-database.
> 
> I did a `grep -r "/opt/rt3" /opt/rt3` to find these.
> 
> :
> :> 
> :> Can someone please fix this?
> :> _______________________________________________
> :> rt-users mailing list
> :> rt-users at lists.fsck.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.
> 

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


From Robert.Sullivan at rhi.com  Fri Aug  1 13:20:54 2003
From: Robert.Sullivan at rhi.com (Sullivan, Robert (HQP))
Date: Fri, 1 Aug 2003 10:20:54 -0700
Subject: [rt-users] Stuck after login
Message-ID: <00A851B1D52D3940B03DE868CCF0E6140A6A06E1@HQPEX006.corp.rhalf.com>

Hi, after I login as root I get the main screen with Home Tickets
Configuation etc.. however when I click one of those links I get.

Not Found

The requested URL /opt/rt3/share/html/Admin/ was not found on this server.
Apache/2.0.47 (Unix) mod_perl/1.99_09 Perl/v5.8.0 DAV/2 mod_ssl/2.0.47
OpenSSL/0.9.6i Server at rt.corp.rhalf.com Port 8080
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From robertcn at water.fresno.gov  Fri Aug  1 13:24:02 2003
From: robertcn at water.fresno.gov (Robert Nickel)
Date: Fri, 1 Aug 2003 10:24:02 -0700
Subject: [rt-users] Apache2 session problems with rt 3.0.4...
In-Reply-To: <3F295006.1010505@lyon.cemagref.fr>
References: <3F280335.5010804@lyon.cemagref.fr> <AF3A9AD4-C2B7-11D7-B529-000393B2BB20@flothow.de> <20030730181906.GA711@naranek.water.fresno> <3F295006.1010505@lyon.cemagref.fr>
Message-ID: <20030801172402.GA26061@naranek.water.fresno>

On 2003.07.31 19:21:10 +0000, Guillaume Perr?al wrote:
> Robert Nickel a ?crit :
> >On 2003.07.30 20:00:20 +0000, Sebastian Flothow wrote:
> >>Am Mittwoch, den 30. Juli 2003, um 19:41, schrieb Guillaume Perr?al:
> >>>I guess it is related to a connection timeout of MySQL. Maybe the 
> >>>Apache::Session module doesn't check if its connection is up (and thus 
> >>>don't reconnect).
> >>Reconnecting should be handled within the MySQL driver.
> >>From perldoc DBD::mysql:
> >>
> >>      o   DBD::mysql has a "reconnect" feature that handles the
> >>          so-called MySQL "morning bug": If the server has dis-
> >>          connected, most probably due to a timeout, then by
> >>          default the driver will reconnect and attempt to exe-
> >>          cute the same SQL statement again. However, this
> >>          behaviour is disabled when AutoCommit is off: Other-
> >>          wise the transaction state would be completely unpre-
> >>          dictable after a reconnect.
> >
> >Ok, so is AutoCommit off in the RT code?  Or is this in the Apache module?
> >Lastly, can anyone think of a workaround?  I'm not opposed to scripting the
> >restart of the web server every day (as this is an 8-5 box) and getting 
> >away
> >from the problem that way, but I'm wondering if others will be having this
> >issue on servers that are 24x7.
> >
> >Thanks,
> > --Robert
> >
> It seems this problem is really related to FastCGI as it doesn't happen 
> with mod_perl. I guess the Apache::Session module name doesn't start 
> with Apache:: for nothing. I didn't tested this with SpeedyCGI -- by the 
> way, can someone send a working speedycgi setup on RedHat 8 or 9 ?
> 
> But well, as Red Hat's mod_perl truncates POST uploads (even on 8.0, 
> just checked it)... choose what you prefer : no attachment or errors ?

Blarg!  

Scripting the restart when I finish with this email.

If anyone comes up with a fix for this, I'd love to hear about it.

Thanks,
  --Robert

> -- 
> Guillaume Perr?al.
> 
> Responsable informatique,
> Cemagref, groupement de Lyon,
> France.
> 
> T?l: (+33) 4.72.20.87.87.
> Fax: (+33) 4.78.47.78.75.
> Site: http://www.lyon.cemagref.fr/
> 


From sbw at tapestry.tucson.az.us  Fri Aug  1 14:02:02 2003
From: sbw at tapestry.tucson.az.us (Steve Wampler)
Date: Fri, 1 Aug 2003 11:02:02 -0700
Subject: [rt-users] hardcoding /opt considered harmful
In-Reply-To: <20030801165240.GC29672@theapt.org>
References: <20030801165240.GC29672@theapt.org>
Message-ID: <20030801180202.GA6134@tapestry.home.net>

On Fri, Aug 01, 2003 at 09:52:40AM -0700, Peter Hessler wrote:
> I installed RT3 on my web server, and now its time to migrate to a new 
> server.  When I installed the first install, I used `./configure 
> --prefix=/usr/local`.  Which failed miserably.  /opt is hardcoded in 
> the vast majority of the files, so I had to do a `mount_null 
> /usr/local /opt`, which is bloody annoying.
> 
> Can someone please fix this?

Hmmm, I did nearly this with 3.0.3 and had no problems.

The only difference is I used:

   ./configure --prefix=/usr/local/rt ...

to put all the installed files under a single root directory.

--
Steve Wampler     {sbw at tapestry.tucson.az.us}
The gods that smiled upon your birth are laughing now. -- fortune cookie


From derek at csolve.net  Fri Aug  1 14:34:20 2003
From: derek at csolve.net (Derek Buttineau)
Date: Fri, 01 Aug 2003 14:34:20 -0400
Subject: [rt-users] Mailgate attachement truncate
In-Reply-To: <3F2A8ECA.9000708@csolve.net>
References: <00d201c357a9$91acb410$0c00a8c0@imc.ad> <3F2A8ECA.9000708@csolve.net>
Message-ID: <3F2AB2AC.2090704@csolve.net>

Update on this, using the Hack to get 1.99_09 to work with RT3 allowed 
me to get it up and running with that new instance of mod_perl, which in 
turn has fixed the truncation issue I was experiencing :)

Derek

Hack:

require Apache::RequestUtil;
no warnings 'redefine';
my $sub = *Apache::request{CODE};
*Apache::request = sub {
   my $r;
   eval { $r = $sub->('Apache'); };
   # warn $@ if $@;
   return $r;
};


Derek Buttineau wrote:

> I think it has to do with the mod_perl2 interface myself.. but I could 
> be wrong.  I have the same problem with a FreeBSD/mod_perl2/Apache2 
> setup, long attanchments end up getting truncated all the time though 
> at about 6k for me.
>
> On that note as well, going up to the latest release of the mod_perl2 
> code (1.99_09) from my current installation of (1.99_07), seems to 
> have introduced a new wrinkle.. with that version webmux.pl fails to 
> load:
>
> [Fri Aug 01 11:52:26 2003] [error] Global $r object is not available. 
> Set:
>        PerlOptions +GlobalRequest
> in httpd.conf at 
> /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 
> 567.
> Compilation failed in require at (eval 4) line 1.
>
> [Fri Aug 01 11:52:26 2003] [error] Can't load Perl file: 
> /usr/local/rt3/bin/webmux.pl for server rt.csolve.net:0, exiting...
>
> Reverting back to 1.99_07 works fine, I may end up doing the work 
> around with a second Apache/RT installation, though the truncation 
> isn't a wholy huge issue for us at the moment as the majority of 
> tickets e-mailed in are under than size typically.
>
> Derek
>
> Gary Richardson wrote:
>
>> For all of those searching the archives looking for solutions, this 
>> was the
>> problem. I'm not too sure what exact part of RH/mod_perl/Apache2 is 
>> causing
>> the problem.
>> I simply compiled a 1.3.28 Apache with mod_perl 1.27 on the mail 
>> server and
>> had mailgate reference that instead of the web server. My RT now accepts
>> large attachements :)
>>
>> Out.
>>
>> -----Original Message-----
>> From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Thursday, 
>> July 31, 2003 10:51 AM
>> To: Gary Richardson
>> Cc: rt-users at lists.fsck.com
>> Subject: Re: [rt-users] Mailgate attachement truncate
>>
>>
>> You're running into a known issue with RedHat 8's build of mod_perl
>>
>>
>> On Thu, Jul 31, 2003 at 10:49:06AM -0700, Gary Richardson wrote:
>>  
>>
>>> Hey Guys,
>>>
>>> I'm running RT 3.0.3 on a RH8.0 box. When messages go in via 
>>> mailgate, they are truncated at 3.5k every time. This includes the 
>>> regular message and any other attachements.
>>>
>>> If I attache a larger file via the web interface all goes well.
>>>
>>> Based on a previous post about this problem, I have in my 
>>> RT_SiteConfig.pm:
>>>
>>> And in my my.cnf (on the server machine):
>>>
>>> Set($MaxAttachmentSize , 10000000); Set($TruncateLongAttachments , 
>>> undef); Set($DropLongAttachments , undef);
>>>
>>> [mysqld]
>>> set-variable = max_allowed_packet=16M
>>>
>>> RT is spread out between a web server running the application, a 
>>> database server running the database and and qmail mail server with 
>>> mailgate. These are all redhat 8.0 boxes.
>>>
>>> Thanks.
>>>
>>>
>>>   
>>
>>
>>  
>>
>

-- 
Regards,

Derek Buttineau
Internet Systems Administrator
Compu-SOLVE Internet Services




From pdh at snapgear.com  Fri Aug  1 18:35:33 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Sat, 2 Aug 2003 08:35:33 +1000
Subject: [rt-users] Disappearing unprivileged users: rt 3.0.4, Redhat 9, new install
In-Reply-To: <200308010918.45071.bthorson@foretec.com>
References: <200308010918.45071.bthorson@foretec.com>
Message-ID: <20030801223533.GE609@moreton.com.au>

Brett Thorson wrote:
> If I make a new user, and click the "Let this user be granted rights" 
> everything is ok.  As soon as I unclick this box, the user disappears from 
> the display. 

That's expected behaviour...

> The only way I can get them back is to type in the URL with the users number 
> in it.  Here is the display I get on the Select users page.
> 
>  Privileged users:

<snip>

> So I take away the privileges from bt.  I do a select users, and the user is 
> no longer listed.  

Because he's no longer a privileged user, he doesn't appear
in the list of priveleged users. Still no surprise there...

> Then I click on the box:  Include disabled users in search. 
> and hit go.  Just as it says in the directions.
> I get the above list, however bt is not listed.

Because he's not disabled. He's unprivileged, but enabled.

Try a search for people whose "UserId is bt".
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Fri Aug  1 18:37:40 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Sat, 2 Aug 2003 08:37:40 +1000
Subject: [rt-users] Stuck after login
In-Reply-To: <00A851B1D52D3940B03DE868CCF0E6140A6A06E1@HQPEX006.corp.rhalf.com>
References: <00A851B1D52D3940B03DE868CCF0E6140A6A06E1@HQPEX006.corp.rhalf.com>
Message-ID: <20030801223740.GF609@moreton.com.au>

Sullivan, Robert (HQP) wrote:
> The requested URL /opt/rt3/share/html/Admin/ was not found on this server.
> Apache/2.0.47 (Unix) mod_perl/1.99_09

That's not a released version of mod_perl. It's a prerelease.
As such it's unsupported, and we know it doesn't work right with
RT in standard configurations.

However if you search the list archives you'll find all sorts of
hacks people have posted to make it work.

-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From sbw at tapestry.tucson.az.us  Fri Aug  1 19:26:36 2003
From: sbw at tapestry.tucson.az.us (Steve Wampler)
Date: 01 Aug 2003 16:26:36 -0700
Subject: [rt-users] Help understanding an error message...
Message-ID: <1059780396.12116.6.camel@tapestry.home.net>

I've recently installed 3.0.4 (postgres, apache2, mod_perl2)
on a system.  I've noticed a couple of error messages in
/opt/rt3/var/log:
==================================================================
[Fri Aug  1 22:41:07 2003] [debug]: Guessed encoding: ascii
(/opt/rt3/lib/RT/I18N.pm:351)
[Fri Aug  1 22:41:07 2003] [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.

Your RT administrator needs to grant 'Everyone' the right 'CreateTicket'
for this queue.

 (/opt/rt3/lib/RT/Interface/Email.pm:472)
==================================================================

Uh, which queue?  I can't tell from the message.  Further,
all the queues have CreateTicket for Everyone (I checked, honest!).

My guess is that this is a message sent to a non-existant queue
(I've got a procmail router set up to route all email sent to the
domain to the RT mailgate.)  Would that make sense, given the
error message?

Thanks for any help!
Steve
-- 
Steve Wampler <sbw at tapestry.tucson.az.us>


From pdh at snapgear.com  Fri Aug  1 19:47:22 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Sat, 2 Aug 2003 09:47:22 +1000
Subject: [rt-users] Help understanding an error message...
In-Reply-To: <1059780396.12116.6.camel@tapestry.home.net>
References: <1059780396.12116.6.camel@tapestry.home.net>
Message-ID: <20030801234722.GG609@moreton.com.au>

Steve Wampler wrote:
> I've recently installed 3.0.4 (postgres, apache2, mod_perl2)
> on a system.  I've noticed a couple of error messages in
> /opt/rt3/var/log:
> 
> Your RT administrator needs to grant 'Everyone' the right 'CreateTicket'
> for this queue.
<...>

> Uh, which queue?  I can't tell from the message.  Further,
> all the queues have CreateTicket for Everyone (I checked, honest!).

Hm, I though that message was changed pre-3.0.4. It's certainly
fixed in aegis now -- it does indeed tell you what queue is
involved.

> My guess is that this is a message sent to a non-existant queue
> (I've got a procmail router set up to route all email sent to the
> domain to the RT mailgate.)  Would that make sense, given the
> error message?

That's certainly possible.
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From mrz at intelenet.net  Fri Aug  1 19:52:25 2003
From: mrz at intelenet.net (matthew zeier)
Date: Fri, 1 Aug 2003 16:52:25 -0700
Subject: [rt-users] rt3, global templates, queue templates - feature request
Message-ID: <017f01c35887$f550fa60$6d180a0a@MRZTP>

It would be nice to have queue templates override global templates.  This
would let me have a global scrip (On Resolve) that had different content
depending on the queue (sales vs. real trouble ticket).

--
matthew zeier                        | "Nothing in life is to be feared.
InteleNet Communications, Inc.       |  It is only to be understood."
(949) 784-7904                       |       - Marie Curie



From mrz at intelenet.net  Fri Aug  1 20:14:02 2003
From: mrz at intelenet.net (matthew zeier)
Date: Fri, 1 Aug 2003 17:14:02 -0700
Subject: [rt-users] rt3, custom scrip action failing commit (AutoTake)
Message-ID: <01cf01c3588a$faa60020$6d180a0a@MRZTP>

Ken Bantoft emailed me his code for doing an "AutoTake" but it's not working
for me and it's not clear to me how to debug this.  Part of the code was
taken from Bruce's AutoTake scrip from rt2.

I tried changing HasQueueRight to CurrentUserHasQueueRight but that's also
not defined in RT::Action::UserDefined and I don't know where/how it should
be.


Aug  1 17:07:08 help2 RT: AutoAssign: No owner - autoassigning ((eval
1765):5)
Aug  1 17:07:08 help2 RT: Scrip 28 Commit failed: RT::User::HasQueueRight
Unimplemented in RT::Action::UserDefined. ((eval 1766) line 4)   Stack:
[/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm:457]   [(eval
1766):4]   [/opt/rt3/lib/RT/ScripAction_Overlay.pm:192]
[/opt/rt3/lib/RT/Scrip_Overlay.pm:409]
[/opt/rt3/lib/RT/Scrip_Overlay.pm:344]
[/opt/rt3/lib/RT/Transaction_Overlay.pm:169]
[/opt/rt3/lib/RT/Ticket_Overlay.pm:3789]
[/opt/rt3/lib/RT/Ticket_Overlay.pm:2314]
[/opt/rt3/lib/RT/Interface/Web.pm:397]
[/opt/rt3/share/html/Ticket/Display.html:99]
[/opt/rt3/share/html/Ticket/Update.html:196]
[/opt/rt3/share/html/autohandler:163]
(/opt/rt3/lib/RT/Action/UserDefined.pm:59)
Aug  1 17:07:08 help2 RT: RT::Scrip=HASH(0x948e4cc): Couldn't commit User
Defined (/opt/rt3/lib/RT/Scrip_Overlay.pm:345)



Description: Auto Assign
Condition: On Create
Custom Condition:
Action: User Defined
Custom action preparation code:

my $retval = undef;
if ( defined( $self->TicketObj->OwnerObj->id ) ){
    # Only change tickets where ID is *not* already set
    if( $self->TicketObj->OwnerObj->Id == $RT::Nobody->Id ){
        $RT::Logger->info("AutoAssign: No owner - autoassigning");
$retval = 1;
    }
}
return ($retval);

Custom action cleanup code:

my $retval = undef;

# Are they one of the Privileged few?
if ($self->TransactionObj->CreatorObj->Privileged &&
    $self->TransactionObj->CreatorObj->Id != $RT::Nobody->Id ) {

    # Can they own a ticket in this queue?
    if( $self->TransactionObj->CreatorObj->HasQueueRight(
        QueueObj=>$self->TicketObj->QueueObj, Right => 'OwnTicket' ) ){

        # They can own the ticket.  Make it so.
        $retval =



         $self->TicketObj->SetOwner($self->TransactionObj->CreatorObj->Id );
    }
}

return( $retval );


Template: Global Template Blank






--
matthew zeier                        | "Nothing in life is to be feared.
InteleNet Communications, Inc.       |  It is only to be understood."
(949) 784-7904                       |       - Marie Curie



From mrz at intelenet.net  Fri Aug  1 20:44:00 2003
From: mrz at intelenet.net (matthew zeier)
Date: Fri, 1 Aug 2003 17:44:00 -0700
Subject: [rt-users] rt3, custom scrip action failing commit (AutoTake)
References: <01cf01c3588a$faa60020$6d180a0a@MRZTP>
Message-ID: <001601c3588f$2a00a9c0$6d180a0a@MRZTP>

I found Peter's post
(http://lists.fsck.com/pipermail/rt-users/2003-April/013566.html)

and tried his AutoTake code.  However, it "fails" to actually keep the
ticket reassigned.

I get

1. mrz - correspondence added
2. rt_system - given to mrz
3. mrz given to nobody

#3 because when replying the Owner was set to Nobody.

How do I get around this?

----- Original Message ----- 
From: "matthew zeier" <mrz at intelenet.net>
To: <rt-users at lists.fsck.com>
Sent: Friday, August 01, 2003 5:14 PM
Subject: [rt-users] rt3, custom scrip action failing commit (AutoTake)


> Ken Bantoft emailed me his code for doing an "AutoTake" but it's not
working
> for me and it's not clear to me how to debug this.  Part of the code was
> taken from Bruce's AutoTake scrip from rt2.
>
> I tried changing HasQueueRight to CurrentUserHasQueueRight but that's also
> not defined in RT::Action::UserDefined and I don't know where/how it
should
> be.
>
>
> Aug  1 17:07:08 help2 RT: AutoAssign: No owner - autoassigning ((eval
> 1765):5)
> Aug  1 17:07:08 help2 RT: Scrip 28 Commit failed: RT::User::HasQueueRight
> Unimplemented in RT::Action::UserDefined. ((eval 1766) line 4)   Stack:
> [/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm:457]   [(eval
> 1766):4]   [/opt/rt3/lib/RT/ScripAction_Overlay.pm:192]
> [/opt/rt3/lib/RT/Scrip_Overlay.pm:409]
> [/opt/rt3/lib/RT/Scrip_Overlay.pm:344]
> [/opt/rt3/lib/RT/Transaction_Overlay.pm:169]
> [/opt/rt3/lib/RT/Ticket_Overlay.pm:3789]
> [/opt/rt3/lib/RT/Ticket_Overlay.pm:2314]
> [/opt/rt3/lib/RT/Interface/Web.pm:397]
> [/opt/rt3/share/html/Ticket/Display.html:99]
> [/opt/rt3/share/html/Ticket/Update.html:196]
> [/opt/rt3/share/html/autohandler:163]
> (/opt/rt3/lib/RT/Action/UserDefined.pm:59)
> Aug  1 17:07:08 help2 RT: RT::Scrip=HASH(0x948e4cc): Couldn't commit User
> Defined (/opt/rt3/lib/RT/Scrip_Overlay.pm:345)
>
>
>
> Description: Auto Assign
> Condition: On Create
> Custom Condition:
> Action: User Defined
> Custom action preparation code:
>
> my $retval = undef;
> if ( defined( $self->TicketObj->OwnerObj->id ) ){
>     # Only change tickets where ID is *not* already set
>     if( $self->TicketObj->OwnerObj->Id == $RT::Nobody->Id ){
>         $RT::Logger->info("AutoAssign: No owner - autoassigning");
> $retval = 1;
>     }
> }
> return ($retval);
>
> Custom action cleanup code:
>
> my $retval = undef;
>
> # Are they one of the Privileged few?
> if ($self->TransactionObj->CreatorObj->Privileged &&
>     $self->TransactionObj->CreatorObj->Id != $RT::Nobody->Id ) {
>
>     # Can they own a ticket in this queue?
>     if( $self->TransactionObj->CreatorObj->HasQueueRight(
>         QueueObj=>$self->TicketObj->QueueObj, Right => 'OwnTicket' ) ){
>
>         # They can own the ticket.  Make it so.
>         $retval =
>
>
>
>
         $self->TicketObj->SetOwner($self->TransactionObj->CreatorObj->Id );
>     }
> }
>
> return( $retval );
>
>
> Template: Global Template Blank
>
>
>
>
>
>
> --
> matthew zeier                        | "Nothing in life is to be feared.
> InteleNet Communications, Inc.       |  It is only to be understood."
> (949) 784-7904                       |       - Marie Curie
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 Aug  1 21:50:14 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 1 Aug 2003 21:50:14 -0400
Subject: [rt-users] rt3, global templates, queue templates - feature request
In-Reply-To: <017f01c35887$f550fa60$6d180a0a@MRZTP>
References: <017f01c35887$f550fa60$6d180a0a@MRZTP>
Message-ID: <20030802015014.GV18236@fsck.com>

There's a patch queued for application that does just this. Should see
it in 3.0.5


On Fri, Aug 01, 2003 at 04:52:25PM -0700, matthew zeier wrote:
> 
> It would be nice to have queue templates override global templates.  This
> would let me have a global scrip (On Resolve) that had different content
> depending on the queue (sales vs. real trouble ticket).
> 
> --
> matthew zeier                        | "Nothing in life is to be feared.
> InteleNet Communications, Inc.       |  It is only to be understood."
> (949) 784-7904                       |       - Marie Curie
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 debian at oddquad.org  Sat Aug  2 16:46:05 2003
From: debian at oddquad.org (Tom White)
Date: Sat, 2 Aug 2003 16:46:05 -0400 (EDT)
Subject: [rt-users] Newbie Logout Error
Message-ID: <Pine.LNX.4.53.0308021633050.14042@oddquad.org>

I've managed to get most of the basic RT configuration done on a fresh
install, but I seem to have hit a snag: users can't logout.  The logout
page is located at /rt/NoAuth/Logout.html, and redirects the user
immediately to:

/rt/NoAuth/%3C%$URL%%3E

Which produces a "Bad Request" response from the server.  Below are the
Logout.html and relative secion of the apache config.  Does this mean that
the RT::Mason handler is for some reason not being invoked to deal with
the page?  Is it a mod_perl limitation on multiple perl-handlers in the
same apache instance?  (The pagekit web application framework is also
running on the server)  Or can somebody please tell me something like
"Don't be silly, delete that percent character."?

~Tom White

The standard Logout.html is as follows:

#GPL Notice
<HTML>
<HEAD>
<TITLE>RT: Logout</TITLE>
 <META HTTP-EQUIV="Refresh" CONTENT="0;URL=<%$URL%>">
</HEAD>
<BODY>
<p><&|/l&>You have been logged out of RT.</&>

<br>
<br>
<A HREF="<%$URL%>"><&|/l&>You're welcome to login again</&></a>

<%PERL>
if (defined %session) {
        tied(%session)->delete;
}
$m->abort();
</%PERL>

<%ARGS>
$URL => $RT::WebPath."/"
</%ARGS>

And the server configuration (inside a vhost) is set up with:

#This is for the request tracker
Alias /rt /usr/local/share/html
<Directory /usr/local/share/html>
 Order deny,allow
 Allow from all
 AddDefaultCharset UTF-8
 PerlRequire /usr/local/bin/webmux.pl
 SetHandler perl-script
 PerlHandler RT::Mason
</Directory>



---------------------------------------------
It is equally bad when one speeds on the guest unwilling to go, and when he
holds back one who is hastening.  Rather one should befriend the guest who
is there, but speed him when he wishes.
		-- Homer, "The Odyssey"

	[Quoted in "VMS Internals and Data Structures", V4.4, when
	 referring to scheduling.]


From paul_grondahl at yahoo.com  Sat Aug  2 17:48:17 2003
From: paul_grondahl at yahoo.com (Paul Grondahl)
Date: Sat, 2 Aug 2003 14:48:17 -0700
Subject: [rt-users] Apache::Request will not install
Message-ID: <20030802214821.DB21811133@pallas.eruditorum.org>

hey all,

i see from the list that other people have had this problem, but i have not
seen anyone posting a solution. my apologies if i missed it.

my platform is :
RH 7.3 
apache_1.3.27
mod_perl-1.28
perl, v5.8.0

Problem: 

Apache::Request fails on install. (more specifically, it's Apache::Test that
fails) i tried manually installing Apache::Test with "perl -MCPAN -e
'install Apache::Test'" and it failed with the output below: 

##################

Running make test
/usr/local/bin/perl -Iblib/arch -Iblib/lib \
t/TEST -clean
*** setting ulimit to allow core files
ulimit -c unlimited; t/TEST -clean
APACHE_USER= APACHE_GROUP= APACHE_PORT= APACHE= APXS= \
/usr/local/bin/perl -Iblib/arch -Iblib/lib \
t/TEST -verbose=0 
*** setting ulimit to allow core files
ulimit -c unlimited; t/TEST -verbose=0
*** root mode: changing the fs ownership to 'nobody' (99:99)
/usr/sbin/httpd -X -d /root/.cpan/build/Apache-Test-1.03/t -f
/root/.cpan/build/Apache-Test-1.03/t/conf/httpd.conf -DAPACHE1 
using Apache/1.3.27 

waiting for server to start: .
waiting for server to start: ok (waited 0 secs)
server rt:8529 started
ping.......ok

request....NOK 1# Failed test 1 in request.t at line 11

request....NOK 5# Failed test 5 in request.t at line 16

request....NOK 8# Failed test 8 in request.t at line 20

request....NOK 9# Failed test 9 in request.t at line 22

request....FAILED tests 1, 5, 8-9

        Failed 4/9 tests, 55.56% okay
Failed Test Stat Wstat Total Fail  Failed  List of Failed
----------------------------------------------------------------------------
---
request.t                  9    4  44.44%  1 5 8-9
*** server rt:8529 shutdown
!!! error running tests (please examine t/logs/error_log)
make: *** [run_tests] Error 1
  /usr/bin/make test -- NOT OK
Running make install
  make test had returned bad status, won't install without force

#####################




...i have RT 3.0.1 running on a similar RH 7.3 system with 
apache_1.3.23
mod_perl-1.26
perl 5.6.1

however, when i set up that system, Apache::Test was not required for some
reason.

all help is much appreciated!

Sincerely,

Paul Grondahl





From mmuessig at multamedio.de  Mon Aug  4 03:31:40 2003
From: mmuessig at multamedio.de (Markus Muessig)
Date: Mon, 4 Aug 2003 09:31:40 +0200
Subject: [rt-users] Creating related ticket fails (Approvals)
In-Reply-To: <20030801160636.GT2089@sentex.net>
References: <20030730121339.GD572@calisto.local> <20030730223714.GA718@moreton.com.au> <mailman.1059736561.72963.rt-users-l@lists.sentex.ca> <20030801160636.GT2089@sentex.net>
Message-ID: <20030804073140.GA596@calisto.local>

On Fri, Aug 01, 2003 at 12:06:36PM -0400, freebsd at coal.sentex.ca wrote:
> Thus spake Markus Muessig (mmuessig at multamedio.de) [01/08/03 07:13]:
> > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> > 
> > i tried that also. does not work! still the same errormessage...
> > 
> > any further ideas?
> 
> I've just put it in, using all the information from this thread, and while I
> *do* get a ticket that's created, I *don't* see it in the queue listing.
> 
> i.e. We have queue 'Wants', and queue 'Approvals'.  I can create the ticket
> in Wants, and it /will/ create the ticket in Approvals (I can see this in
> the logs).
Not in my case. Automatical ticket creation in queue `approvals` does
not work. I can see this in the logs, i can`t find a ticket with type
`approval` in the tickets table of rt3's database and i also cannot
see the approval in approval-section of webinterface...


> 
> If I go 'Home', I the ticket listing for Approvals shows 0 tickets.  As does
> a search for the queue (and no other restrictions).  However, if I open up
> the original Wants ticket, I can go to the corresponding ticket via the
> Links section.
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
Of course i read the FAQ. But, i am in trouble with rt3 and approvals
are new to rt3. This FAQ is rt2-related...

I suspect template content:

===Create-Ticket: approval_needed
         Owner: root
	 Queue: approvals
	  Type: Approval
Depended-On-By: TOP

       Content: This ticket was created automatically for approval
	        purpose...
		Please check your approvals for a smooth workflow...
		
		RT-SYSTEM
		
ENDOFCONTENT

that's it. The error-message i get is:
[error]: OWNER: `` - QUEUE: `` - ID: `0` - Couldn't create a related
ticket for 428 Could not create ticket. Queue not set
(/opt/rt3/lib/RT/Action/CreateTickets.pm:443)

The OWNER, QUEUE and ID output is manually added in CreateTickets.pm
to check whether parameters are transferred correctly. But obviously
they didn't, cause they are empty!

So, do i have an error in my template-content?

Please help.

Greetings and thanks in advance, Markus Muessig


-- 
---------------------------------------------------------------------
Markus Muessig                     MULTA MEDIO Informationssysteme AG
					       Mergentheimer Str. 76a
                                                      97082 Wuerzburg
mailto:mmuessig at multamedio.de                Tel: +49 (0)931 79717-18
http://www.multamedio.de                     Fax: +49 (0)931 79717-30


From mmuessig at multamedio.de  Mon Aug  4 04:32:47 2003
From: mmuessig at multamedio.de (Markus Muessig)
Date: Mon, 4 Aug 2003 10:32:47 +0200
Subject: [rt-users] Creating related ticket fails (Approvals)
In-Reply-To: <20030804073140.GA596@calisto.local>
References: <20030730121339.GD572@calisto.local> <20030730223714.GA718@moreton.com.au> <mailman.1059736561.72963.rt-users-l@lists.sentex.ca> <20030801160636.GT2089@sentex.net> <20030804073140.GA596@calisto.local>
Message-ID: <20030804083247.GB596@calisto.local>

Problem solved:
It was as simple as amazing. The content-field of the template must
not start with blanks.

I had blanks before my parameter-names for optical reasons (better
reading). That was my fault. I found that out, as i added custom
error-messages in Perl file CreateTickets (line 443) and realized,
that the only argument correctly transmitted to CreateTickets.pm was
the one accidentally not beginning with blanks.

So, maybe it would be a good idea to patch perl-modules taking
parameters from any input-fields to cut off leading and trailing
blanks?
I am not really (actually not at all) familiar with perl, so i can't
do that. 
Maybe one of those cracks outside.

Greetings, and thank you for your efforts!
Markus Muessig


-- 
---------------------------------------------------------------------
Markus Muessig                     MULTA MEDIO Informationssysteme AG
					       Mergentheimer Str. 76a
                                                      97082 Wuerzburg
mailto:mmuessig at multamedio.de                Tel: +49 (0)931 79717-18
http://www.multamedio.de                     Fax: +49 (0)931 79717-30


From chris at uk.clara.net  Mon Aug  4 07:16:56 2003
From: chris at uk.clara.net (Chris Fewtrell)
Date: 04 Aug 2003 12:16:56 +0100
Subject: [rt-users] RT and Spam
Message-ID: <1059995816.18415.55.camel@smile.noc.clara.net>

Hi,

Have setup RT3.0.2 a while ago and been using it since quite happily
within my own department. We're now proceeding to roll out usage of the
RT system into other departments with additional queues.

We have a large influx of spam on some of these mail accounts and I
gather we won't be alone in this.

I wondered if anyone would be willing to detail how they handle spam
with RT mailboxes, either if its generally considered better for an
external filter or use things like the integrated SpamAssassin hooks.

One issue that is tending to make us think about external is that every
spam that does arrive and get into RT, even if we set to auto delete
will still get put into the database, as I believe RT doesn't remove
tickets from the DB, just mark them as deleted. This means the spam
still starts to push the size of the database up, which I'd like to
avoid.

Links into the mailing list would also be appreciated if people would
prefer to supply those as I'm guessing I'm repeating an issue here, but
as of yet I'm still trawling through entries to find information.

-- 
Best Regards,
Chris Fewtrell                       
Systems Developer, ClaraNet UK       Email: chris at uk.clara.net 
--------------------------------------------------------------



From Rasmus.Brogger at uni-c.dk  Mon Aug  4 08:13:35 2003
From: Rasmus.Brogger at uni-c.dk (Rasmus =?iso-8859-1?Q?Br=F8gger?=)
Date: Mon, 4 Aug 2003 14:13:35 +0200
Subject: [rt-users] RT and Spam
In-Reply-To: <1059995816.18415.55.camel@smile.noc.clara.net>
References: <1059995816.18415.55.camel@smile.noc.clara.net>
Message-ID: <20030804121335.GB12360@balder.sektornet.dk>

On Mon, Aug 04, 2003 at 12:16:56PM +0100, Chris Fewtrell wrote:
> Hi,
> 
> Have setup RT3.0.2 a while ago and been using it since quite happily
> within my own department. We're now proceeding to roll out usage of the
> RT system into other departments with additional queues.
> 
> We have a large influx of spam on some of these mail accounts and I
> gather we won't be alone in this.
> 
> I wondered if anyone would be willing to detail how they handle spam
> with RT mailboxes, either if its generally considered better for an
> external filter or use things like the integrated SpamAssassin hooks.
> 
> One issue that is tending to make us think about external is that every
> spam that does arrive and get into RT, even if we set to auto delete
> will still get put into the database, as I believe RT doesn't remove
> tickets from the DB, just mark them as deleted. This means the spam
> still starts to push the size of the database up, which I'd like to
> avoid.
> 
> Links into the mailing list would also be appreciated if people would
> prefer to supply those as I'm guessing I'm repeating an issue here, but
> as of yet I'm still trawling through entries to find information.
> 
> -- 
> Best Regards,
> Chris Fewtrell                       
> Systems Developer, ClaraNet UK       Email: chris at uk.clara.net 
> --------------------------------------------------------------
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

I use a postfix MTA which does some RBL checks:
http://jimsun.linxnet.com/misc/postfix-anti-UCE.txt

Secondly mail passes Spamd from SpamAssassin. I tag mails in the header
only. Then mail passes procmail, I have som automated systems which
handles certain mails, and I use procmail to fetch them. I also use
procmail to drop mails with a very high spam score, and forward
mails with a low spam score to a mailbox outside RT.

If the mail is not spam, its created as a ticket in RT.

I also use SA (SpamAssassins) whitelist quite a lot. Eg. ripe.net mails are
tagged as spam by SA.

/rhb


From Robert.Grasso at cedrat.com  Mon Aug  4 08:52:43 2003
From: Robert.Grasso at cedrat.com (Robert Grasso)
Date: Mon, 4 Aug 2003 14:52:43 +0200
Subject: [rt-users] RT and Spam
In-Reply-To: <1059995816.18415.55.camel@smile.noc.clara.net>
Message-ID: <NGBBLJJLDKGDEEDPHOBAMEPLECAA.Robert.Grasso@cedrat.com>

In our company, we use RT only for our support staff. Thus I set up TMDA
http://tmda.net/, which is a challenge-response system : I set it up a
couple of weeks ago, but for the moment it seems to be efficient. I
configured it in such a way that it asks for confirmation just once, then he
stores the confirmed email address in a database file, and every incoming
email address is compared against this file : if it is already present in
the database file, the email is delivered.

  .-.   Robert GRASSO - CEDRAT S.A.
  /v\   10, Chemin de Pre Carre - ZIRST - 38246 MEYLAN Cedex - FRANCE
 // \\  Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09
/(   )\ mailto:Robert.Grasso at cedrat.com
 ^^-^^
UNIX was not designed to stop you from doing stupid things, because
  that would also stop you from doing clever things. -- Doug Gwyn
---
Support service       : mailto:support at cedrat.com
Commercial service : mailto:cedrat at cedrat.com
Web site                  : http://www.cedrat.com


> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Chris Fewtrell
> Sent: Monday, August 04, 2003 1:17 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] RT and Spam
>
>
> Hi,
>
> Have setup RT3.0.2 a while ago and been using it since quite happily
> within my own department. We're now proceeding to roll out usage of the
> RT system into other departments with additional queues.
>
> We have a large influx of spam on some of these mail accounts and I
> gather we won't be alone in this.
>
> I wondered if anyone would be willing to detail how they handle spam
> with RT mailboxes, either if its generally considered better for an
> external filter or use things like the integrated SpamAssassin hooks.
>
> One issue that is tending to make us think about external is that every
> spam that does arrive and get into RT, even if we set to auto delete
> will still get put into the database, as I believe RT doesn't remove
> tickets from the DB, just mark them as deleted. This means the spam
> still starts to push the size of the database up, which I'd like to
> avoid.
>
> Links into the mailing list would also be appreciated if people would
> prefer to supply those as I'm guessing I'm repeating an issue here, but
> as of yet I'm still trawling through entries to find information.
>
> --
> Best Regards,
> Chris Fewtrell
> Systems Developer, ClaraNet UK       Email: chris at uk.clara.net
> --------------------------------------------------------------
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From bdikeman at bitpipe.com  Mon Aug  4 08:56:52 2003
From: bdikeman at bitpipe.com (Brett Dikeman)
Date: Mon, 04 Aug 2003 08:56:52 -0400
Subject: [rt-users] out-of-office loops
Message-ID: <3F2E5814.3000502@bitpipe.com>

Hi folks,

We keep getting mail loops from out-of-office reply systems which aren't 
very smart- they usually wipe out all the headers, even the subject 
line, so RT doesn't pick up on it.

What do people do as far as stopping these loops?

Thanks!
Brett



From bthorson at foretec.com  Mon Aug  4 09:24:14 2003
From: bthorson at foretec.com (Brett Thorson)
Date: Mon, 4 Aug 2003 09:24:14 -0400
Subject: [rt-users] Disappearing unprivileged users: rt 3.0.4, Redhat 9, new install
In-Reply-To: <20030801223533.GE609@moreton.com.au>
References: <200308010918.45071.bthorson@foretec.com> <20030801223533.GE609@moreton.com.au>
Message-ID: <200308040924.14822.bthorson@foretec.com>

On Friday 01 August 2003 18:35, Phil Homewood wrote:
> Brett Thorson wrote:
> > If I make a new user, and click the "Let this user be granted rights"
> > everything is ok.  As soon as I unclick this box, the user disappears
> > from the display.
>
> That's expected behaviour...
>
> > The only way I can get them back is to type in the URL with the users
> > number in it.  Here is the display I get on the Select users page.
> >
> >  Privileged users:
>
> <snip>
>
> > So I take away the privileges from bt.  I do a select users, and the user
> > is no longer listed.
>
> Because he's no longer a privileged user, he doesn't appear
> in the list of priveleged users. Still no surprise there...
>
> > Then I click on the box:  Include disabled users in search.
> > and hit go.  Just as it says in the directions.
> > I get the above list, however bt is not listed.
>
> Because he's not disabled. He's unprivileged, but enabled.
>
> Try a search for people whose "UserId is bt".

I have tried that search.  With the box checked, and the box unchecked, and 
the user will not appear.

--Brett



From Rasmus.Brogger at uni-c.dk  Mon Aug  4 13:49:20 2003
From: Rasmus.Brogger at uni-c.dk (Rasmus =?iso-8859-1?Q?Br=F8gger?=)
Date: Mon, 4 Aug 2003 19:49:20 +0200
Subject: [rt-users] RT and Spam
In-Reply-To: <1059995816.18415.55.camel@smile.noc.clara.net>
References: <1059995816.18415.55.camel@smile.noc.clara.net>
Message-ID: <20030804174920.GD2725@balder.sektornet.dk>

This spam config is for Postfix, Procmail, SpamAssassin.

The spamd/spamc is quite easy and straight forward:

Install Spamassassin, create ruleset. I only use write header,
whitelist, and skibrblcheck.
Start Spamd.



From Robert.Sullivan at rhi.com  Mon Aug  4 15:33:06 2003
From: Robert.Sullivan at rhi.com (Sullivan, Robert (HQP))
Date: Mon, 4 Aug 2003 12:33:06 -0700
Subject: [rt-users] clicking on configuation results in NOT FOUND The requested URL
 / opt/rt3/html/Admin/ was not found on this server.
Message-ID: <00A851B1D52D3940B03DE868CCF0E6140A6A06FC@HQPEX006.corp.rhalf.com>

Anyone have an idea on how to fix this?

Mon Aug 04 12:11:47 2003] [notice] Apache/2.0.47 (Unix) mod_perl/1.99_09
Perl/v
5.8.0 DAV/2 mod_ssl/2.0.47 OpenSSL/0.9.6i configured -- resuming normal
operatio
ns
unix passed to setlogsock, but path not available at
/usr/local/lib/perl5/site_p
erl/5.8.0/Log/Dispatch/Syslog.pm line 66
[Mon Aug 04 12:11:53 2003] [error] [client 204.75.127.104] File does not
exist: 
/opt/rt3/share/html/opt, referer: http://rt.corp.rhalf.com:8080/
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From jesse at bestpractical.com  Mon Aug  4 15:44:48 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 4 Aug 2003 15:44:48 -0400
Subject: [rt-users] clicking on configuation results in NOT FOUND The requested URL / opt/rt3/html/Admin/ was not found on this server.
In-Reply-To: <00A851B1D52D3940B03DE868CCF0E6140A6A06FC@HQPEX006.corp.rhalf.com>
References: <00A851B1D52D3940B03DE868CCF0E6140A6A06FC@HQPEX006.corp.rhalf.com>
Message-ID: <20030804194448.GD18236@fsck.com>

Configure your Apache 2 to rewrite / requests to /index.html OR
downgrade to apache 1.3 and mod_perl 1.2x, as it's a supported, released
version. Many people have all sorts of issues with the development
prereleases of the software that will become mod_perl 2.


On Mon, Aug 04, 2003 at 12:33:06PM -0700, Sullivan, Robert (HQP) wrote:
> Anyone have an idea on how to fix this?
> 
> Mon Aug 04 12:11:47 2003] [notice] Apache/2.0.47 (Unix) mod_perl/1.99_09
> Perl/v
> 5.8.0 DAV/2 mod_ssl/2.0.47 OpenSSL/0.9.6i configured -- resuming normal
> operatio
> ns
> unix passed to setlogsock, but path not available at
> /usr/local/lib/perl5/site_p
> erl/5.8.0/Log/Dispatch/Syslog.pm line 66
> [Mon Aug 04 12:11:53 2003] [error] [client 204.75.127.104] File does not
> exist: 
> /opt/rt3/share/html/opt, referer: http://rt.corp.rhalf.com:8080/

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


From joseph85750 at yahoo.com  Mon Aug  4 18:24:29 2003
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Mon, 4 Aug 2003 15:24:29 -0700 (PDT)
Subject: [rt-users] Custom templates question
In-Reply-To: <20030804174920.GD2725@balder.sektornet.dk>
Message-ID: <20030804222429.4946.qmail@web13111.mail.yahoo.com>

I'm trying to create my own templates using RT 2.0.15.
 From what I've read:

http://fsck.com/rtfm/article.html?id=5#228

I should be able to create a simple template (for
example) for new tickets as follows:

===beginning of my new ticket===
A new ticket was created.  Here is the body:

$Ticket

===end of my new ticket===


But when the template is used, the "$Ticket" is not
expanded.  Instead, I get $Ticket in the body.
Is there something I'm missing?

Thanks!


__________________________________
Do you Yahoo!?
Yahoo! SiteBuilder - Free, easy-to-use web site design software
http://sitebuilder.yahoo.com


From Jeff.Hodge at yuma.army.mil  Mon Aug  4 18:29:24 2003
From: Jeff.Hodge at yuma.army.mil (Hodge, Jeff F (ECIII))
Date: Mon, 4 Aug 2003 15:29:24 -0700 
Subject: [rt-users] mod perl/cpan/RT
Message-ID: <DB72D058EA4AD511A89500B0D0D1045A074850B7@yuma-exch1.yuma.army.mil>

Ever since I upgraded to perl5.8 I've been having trouble with my perl
modules.

I recompiled modperl with apache. (modperl 1.28 /apache 1.3.28)


Using CPAN to install (or rt-depencey-install) missing perl mod's the make
will continue to bomb out.  I'm missing my apache::request and dbd::mysql
...I know it has something to do with my modperl, but I can't figure out
what.

Why isn't modperl/cpan working?



here is a snipet of the failed make. :

PERL_DL_NONLAZY=1 /usr/local/bin/perl 
"-MExtUtils::Command::MM" "-e" "test_harness(0, 
'blib/lib', 'blib/arch')" t/*.t 
t/*....t/*.t does not exist 
FAILED--1 test script could be run, alas--no output 
ever seen 
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 





here is a snippet of perl -v

Characteristics of this binary (from libperl): 
  Compile-time options: USE_LARGE_FILES 
  Built under linux 
  Compiled at Aug  2 2003 13:09:23 
  @INC: 
    /usr/local/lib/perl5/5.8.0/i686-linux 
    /usr/local/lib/perl5/5.8.0 
    /usr/local/lib/perl5/site_perl/5.8.0/i686-linux 
    /usr/local/lib/perl5/site_perl/5.8.0 
    /usr/local/lib/perl5/site_perl 
    . 
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From savage at savage.za.org  Mon Aug  4 20:01:24 2003
From: savage at savage.za.org (Chris Knipe)
Date: Tue, 5 Aug 2003 02:01:24 +0200
Subject: [rt-users] Small issue...
Message-ID: <002d01c35ae4$b5f32500$1d01a8c0@genocide>

Lo all,

Just first off... Thanks very much for a brilliant system.  I upgraded to
the latest RT3.0.4 just now, and am very happy to see that the permission
issue has been sorted out to only allow users to work with tickets after
they are owned.  My RT operates 100% exactly as I want it to now :)

I did pick up something else however in the groups....  When you disable a
group in the admin area, you can still work with the disabled group.  The
group can still be assigned permissions in queues, the group is still
visible, and the group still shows up everywhere.  It's more than likely not
serious, but I just thought I'd mention it...

--
me



From zeb at mail.celito.net  Mon Aug  4 21:39:43 2003
From: zeb at mail.celito.net (Zebulon Holt)
Date: Mon,  4 Aug 2003 21:39:43 -0400
Subject: [rt-users] RT-Mailgate rejects emails from "Free" email accounts e.g. aol.com, excite.com
Message-ID: <200308042139.AA1494286932@mail.celito.net>

Hello,

RT-Mailgate is rejecting emails from a variety of web based email accounts like excite.com and aol.com. It seems that an error occurs when Encode.pm is trying to process the message data.

I have included the error message below. Any help/ideas would be greatly appreciated.

System error
error: 	panic: sv_setpvn called with negative strlen at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Encode.pm line 140.
context: 	
... 	 
136: 	unless(defined $enc){
137: 	require Carp;
138: 	Carp::croak("Unknown encoding '$name'");
139: 	}
140: 	my $octets = $enc->encode($string,$check);
141: 	return undef if ($check && length($string));
142: 	return $octets;
143: 	}
144: 	 
... 	 
code stack: 	/usr/lib/perl5/5.8.0/i386-linux-thread-multi/Encode.pm:140
/opt/rt3/lib/RT/Interface/Email.pm:199
/opt/rt3/lib/RT/Interface/Email/Auth/MailFrom.pm:121
/opt/rt3/lib/RT/Interface/Email.pm:455
/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:31
raw error



panic: sv_setpvn called with negative strlen at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Encode.pm line 140.


Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 131
HTML::Mason::Exceptions::rethrow_exception('panic: sv_setpvn called with negative strlen at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Encode.pm line 140.^J') called at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Encode.pm line 140
Encode::encode('utf8', undef, 256) called at /opt/rt3/lib/RT/Interface/Email.pm line 199
RT::Interface::Email::CreateUser(undef, 'Dontwastemoitime at aol.com', 'Dontwastemoitime at aol.com', 'MIME::Entity=HASH(0x9f29a28)') called at /opt/rt3/lib/RT/Interface/Email/Auth/MailFrom.pm line 121
RT::Interface::Email::Auth::MailFrom::GetCurrentUser('Message', 'MIME::Entity=HASH(0x9f29a28)', 'CurrentUser', undef, 'AuthLevel', undef, 'Action', 'correspond', 'Ticket', undef, 'Queue', 'RT::Queue=HASH(0x9e6d388)') called at /opt/rt3/lib/RT/Interface/Email.pm line 455
RT::Interface::Email::Gateway('SessionType', 'REST', 'action', 'correspond', 'queue', 'support', 'message', 'From Dontwastemoitime at aol.com Mon Aug  4 21:23:53 2003^JReceived: from imo-d04.mx.aol.com (imo-d04.mx.aol.com [205.188.157.36])^J^Iby foxy.celitosupport.net (8.12.8/8.12.5) with ESMTP id h751NqfJ022450^J^Ifor <support at celitosupport.net>; Mon, 4 Aug 2003 21:23:52 -0400^JReceived: from Dontwastemoitime at aol.com^J^Iby imo-d04.mx.aol.com (mail_out_v36_r1.1.) id 7.137.2346d4fe (16109)^J^I for <support at celitosupport.net>; Mon, 4 Aug 2003 21:24:09 -0400 (EDT)^JReceived: from   aol.com (mow-m29.webmail.aol.com [64.12.137.6]) by air-id12.mx.aol.com (v95.12) with ESMTP id MAILINID121-3eed3f2f07393; Mon, 04 Aug 2003 21:24:09 -0400^JDate: Mon, 04 Aug 2003 21:24:09 -0400^JFrom: Dontwastemoitime at aol.com^JTo: support at celitosupport.net^JSubject: Adding a test case from aol.com^JMIME-Version: 1.0^JMessage-ID: <34E55610.24F5E1F1.67E71FF1 at aol.com>!
^JX-Mailer: Atlas Mailer 2.0^JX-AOL-IP: 208.1.60.34^JContent-Type: text/plain; charset=iso-8859-1^JContent-Transfer-Encoding: 8bit^J^JAdding a test case from aol.com^J') called at /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway line 31
HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action', 'correspond', 'queue', 'support', 'message', 'From Dontwastemoitime at aol.com Mon Aug  4 21:23:53 2003^JReceived: from imo-d04.mx.aol.com (imo-d04.mx.aol.com [205.188.157.36])^J^Iby foxy.celitosupport.net (8.12.8/8.12.5) with ESMTP id h751NqfJ022450^J^Ifor <support at celitosupport.net>; Mon, 4 Aug 2003 21:23:52 -0400^JReceived: from Dontwastemoitime at aol.com^J^Iby imo-d04.mx.aol.com (mail_out_v36_r1.1.) id 7.137.2346d4fe (16109)^J^I for <support at celitosupport.net>; Mon, 4 Aug 2003 21:24:09 -0400 (EDT)^JReceived: from   aol.com (mow-m29.webmail.aol.com [64.12.137.6]) by air-id12.mx.aol.com (v95.12) with ESMTP id MAILINID121-3eed3f2f07393; Mon, 04 Aug 2003 21:24:09 -0400^JDate: Mon, 04 Aug 2003 21:24:09 -0400^JFrom: Dontwastemoitime at aol.com^JTo: support at celitosupport.net^JSubject: Adding a test case from aol.com^JMIME-Version: 1.0^JMessage-ID: <34E55610.24F5E1F1.67E71FF1 at aol.com&g!
t;^JX-Mailer: Atlas Mailer 2.0^JX-AOL-IP: 208.1.60.34^JContent-Type: text/plain; charset=iso-8859-1^JContent-Transfer-Encoding: 8bit^J^JAdding a test case from aol.com^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9c3b684)', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'support', 'message', 'From Dontwastemoitime at aol.com Mon Aug  4 21:23:53 2003^JReceived: from imo-d04.mx.aol.com (imo-d04.mx.aol.com [205.188.157.36])^J^Iby foxy.celitosupport.net (8.12.8/8.12.5) with ESMTP id h751NqfJ022450^J^Ifor <support at celitosupport.net>; Mon, 4 Aug 2003 21:23:52 -0400^JReceived: from Dontwastemoitime at aol.com^J^Iby imo-d04.mx.aol.com (mail_out_v36_r1..1.) id 7.137.2346d4fe (16109)^J^I for <support at celitosupport.net>; Mon, 4 Aug 2003 21:24:09 -0400 (EDT)^JReceived: from   aol.com (mow-m29.webmail.aol.com [64.12.137.6]) by air-id12.mx.aol.com (v95.12) with ESMTP id MAILINID121-3eed3f2f07393; Mon, 04 Aug 2003 21:24:09 -0400^JDate: Mon, 04 Aug 2003 21:24:09 -0400^JFrom: Dontwastemoitime at aol.com^JTo: support at celitosupport.net^JSubject: Adding a test case from aol.com^JMIME-Version: 1.0^JMessage-ID:!
<34E55610.24F5E1F1.67E71FF1 at aol.com>^JX-Mailer: Atlas Mailer 2.0^JX-AOL-IP: 208.1.60.34^JContent-Type: text/plain; charset=iso-8859-1^JContent-Transfer-Encoding: 8bit^J^JAdding a test case from aol.com^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1057
eval {...}('HTML::Mason::Component::FileBased=HASH(0x9c3b684)', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'support', 'message', 'From Dontwastemoitime at aol.com Mon Aug  4 21:23:53 2003^JReceived: from imo-d04.mx.aol.com (imo-d04.mx.aol.com [205.188.157.36])^J^Iby foxy.celitosupport.net (8.12.8/8.12.5) with ESMTP id h751NqfJ022450^J^Ifor <support at celitosupport.net>; Mon, 4 Aug 2003 21:23:52 -0400^JReceived: from Dontwastemoitime at aol.com^J^Iby imo-d04.mx.aol.com (mail_out_v36_r1.1.) id 7.137.2346d4fe (16109)^J^I for <support at celitosupport.net>; Mon, 4 Aug 2003 21:24:09 -0400 (EDT)^JReceived: from   aol.com (mow-m29.webmail.aol.com [64.12.137.6]) by air-id12.mx.aol.com (v95.12) with ESMTP id MAILINID121-3eed3f2f07393; Mon, 04 Aug 2003 21:24:09 -0400^JDate: Mon, 04 Aug 2003 21:24:09 -0400^JFrom: Dontwastemoitime at aol.com^JTo: support at celitosupport.net^JSubject: Adding a test case from aol.com^JMIME-Version: 1.0^JMessage-ID: <34E55610!
.24F5E1F1.67E71FF1 at aol.com>^JX-Mailer: Atlas Mailer 2.0^JX-AOL-IP: 208.1.60.34^JContent-Type: text/plain; charset=iso-8859-1^JContent-Transfer-Encoding: 8bit^J^JAdding a test case from aol.com^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1056
HTML::Mason::Request::comp(undef, undef, undef, 'SessionType', 'REST', 'action', 'correspond', 'queue', 'support', 'message', 'From Dontwastemoitime at aol.com Mon Aug  4 21:23:53 2003^JReceived: from imo-d04.mx.aol.com (imo-d04.mx.aol.com [205.188.157.36])^J^Iby foxy.celitosupport.net (8.12.8/8.12.5) with ESMTP id h751NqfJ022450^J^Ifor <support at celitosupport.net>; Mon, 4 Aug 2003 21:23:52 -0400^JReceived: from Dontwastemoitime at aol.com^J^Iby imo-d04.mx.aol.com (mail_out_v36_r1.1.) id 7.137.2346d4fe (16109)^J^I for <support at celitosupport.net>; Mon, 4 Aug 2003 21:24:09 -0400 (EDT)^JReceived: from   aol.com (mow-m29.webmail.aol.com [64.12.137.6]) by air-id12.mx.aol.com (v95.12) with ESMTP id MAILINID121-3eed3f2f07393; Mon, 04 Aug 2003 21:24:09 -0400^JDate: Mon, 04 Aug 2003 21:24:09 -0400^JFrom: Dontwastemoitime at aol.com^JTo: support at celitosupport.net^JSubject: Adding a test case from aol.com^JMIME-Version: 1.0^JMessage-ID: <34E55610.24F5E1F1.67E71F!
F1 at aol.com>^JX-Mailer: Atlas Mailer 2.0^JX-AOL-IP: 208.1.60.34^JContent-Type: text/plain; charset=iso-8859-1^JContent-Transfer-Encoding: 8bit^J^JAdding a test case from aol.com^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 331
eval {...}(undef, undef, undef, 'SessionType', 'REST', 'action', 'correspond', 'queue', 'support', 'message', 'From Dontwastemoitime at aol.com Mon Aug  4 21:23:53 2003^JReceived: from imo-d04.mx.aol.com (imo-d04.mx.aol.com [205.188.157.36])^J^Iby foxy.celitosupport.net (8.12.8/8.12.5) with ESMTP id h751NqfJ022450^J^Ifor <support at celitosupport.net>; Mon, 4 Aug 2003 21:23:52 -0400^JReceived: from Dontwastemoitime at aol.com^J^Iby imo-d04.mx.aol.com (mail_out_v36_r1.1.) id 7.137.2346d4fe (16109)^J^I for <support at celitosupport.net>; Mon, 4 Aug 2003 21:24:09 -0400 (EDT)^JReceived: from   aol.com (mow-m29.webmail.aol.com [64.12.137.6]) by air-id12.mx.aol.com (v95.12) with ESMTP id MAILINID121-3eed3f2f07393; Mon, 04 Aug 2003 21:24:09 -0400^JDate: Mon, 04 Aug 2003 21:24:09 -0400^JFrom: Dontwastemoitime at aol.com^JTo: support at celitosupport.net^JSubject: Adding a test case from aol.com^JMIME-Version: 1.0^JMessage-ID: <34E55610.24F5E1F1.67E71FF1 at aol.com&g!
t;^JX-Mailer: Atlas Mailer 2.0^JX-AOL-IP: 208.1.60.34^JContent-Type: text/plain; charset=iso-8859-1^JContent-Transfer-Encoding: 8bit^J^JAdding a test case from aol.com^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 331
eval {...}(undef, undef, undef, 'SessionType', 'REST', 'action', 'correspond', 'queue', 'support', 'message', 'From Dontwastemoitime at aol.com Mon Aug  4 21:23:53 2003^JReceived: from imo-d04.mx.aol.com (imo-d04.mx.aol.com [205.188.157.36])^J^Iby foxy.celitosupport.net (8.12.8/8.12.5) with ESMTP id h751NqfJ022450^J^Ifor <support at celitosupport.net>; Mon, 4 Aug 2003 21:23:52 -0400^JReceived: from Dontwastemoitime at aol.com^J^Iby imo-d04.mx.aol.com (mail_out_v36_r1.1.) id 7.137.2346d4fe (16109)^J^I for <support at celitosupport.net>; Mon, 4 Aug 2003 21:24:09 -0400 (EDT)^JReceived: from   aol.com (mow-m29.webmail.aol.com [64.12.137.6]) by air-id12.mx.aol.com (v95.12) with ESMTP id MAILINID121-3eed3f2f07393; Mon, 04 Aug 2003 21:24:09 -0400^JDate: Mon, 04 Aug 2003 21:24:09 -0400^JFrom: Dontwastemoitime at aol.com^JTo: support at celitosupport.net^JSubject: Adding a test case from aol.com^JMIME-Version: 1.0^JMessage-ID: <34E55610.24F5E1F1.67E71FF1 at aol.com&g!
t;^JX-Mailer: Atlas Mailer 2.0^JX-AOL-IP: 208.1.60.34^JContent-Type: text/plain; charset=iso-8859-1^JContent-Transfer-Encoding: 8bit^J^JAdding a test case from aol.com^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 290
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9f2fe14)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134
eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9f2fe14)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9f2fe14)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 792
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x90de264)', 'Apache::RequestRec=SCALAR(0x9f049b4)') called at /opt/rt3/bin/webmux.pl line 118
RT::Mason::handler('Apache::RequestRec=SCALAR(0x9f049b4)') called at -e line 0
eval {...}('Apache::RequestRec=SCALAR(0x9f049b4)') called at -e line 0

554 5.3.0 unknown mailer error 255  


From jesse at bestpractical.com  Mon Aug  4 22:09:09 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 4 Aug 2003 22:09:09 -0400
Subject: [rt-users] RT-Mailgate rejects emails from "Free" email accounts e.g. aol.com, excite.com
In-Reply-To: <200308042139.AA1494286932@mail.celito.net>
References: <200308042139.AA1494286932@mail.celito.net>
Message-ID: <20030805020909.GG18236@fsck.com>



On Mon, Aug 04, 2003 at 09:39:43PM -0400, Zebulon Holt wrote:
> Hello,
> 
> RT-Mailgate is rejecting emails from a variety of web based email accounts like excite.com and aol.com. It seems that an error occurs when Encode.pm is trying to process the message data.
> 
> I have included the error message below. Any help/ideas would be greatly appreciated.

Broken spam is breaking Encode. What version of RT are you running? Does
3.0.5pre2 fix it?




> 
> System error
> error: 	panic: sv_setpvn called with negative strlen at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Encode.pm line 140.
> context: 	
> ... 	 
> 136: 	unless(defined $enc){
> 137: 	require Carp;
> 138: 	Carp::croak("Unknown encoding '$name'");
> 139: 	}
> 140: 	my $octets = $enc->encode($string,$check);
> 141: 	return undef if ($check && length($string));
> 142: 	return $octets;
> 143: 	}
> 144: 	 
> ... 	 
> code stack: 	/usr/lib/perl5/5.8.0/i386-linux-thread-multi/Encode.pm:140
> /opt/rt3/lib/RT/Interface/Email.pm:199
> /opt/rt3/lib/RT/Interface/Email/Auth/MailFrom.pm:121
> /opt/rt3/lib/RT/Interface/Email.pm:455
> /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:31
> raw error
> 
> 
> 
> panic: sv_setpvn called with negative strlen at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Encode.pm line 140.
> 
> 
> Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 131
> HTML::Mason::Exceptions::rethrow_exception('panic: sv_setpvn called with negative strlen at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Encode.pm line 140.^J') called at /usr/lib/perl5/5.8.0/i386-linux-thread-multi/Encode.pm line 140
> Encode::encode('utf8', undef, 256) called at /opt/rt3/lib/RT/Interface/Email.pm line 199
> RT::Interface::Email::CreateUser(undef, 'Dontwastemoitime at aol.com', 'Dontwastemoitime at aol.com', 'MIME::Entity=HASH(0x9f29a28)') called at /opt/rt3/lib/RT/Interface/Email/Auth/MailFrom.pm line 121
> RT::Interface::Email::Auth::MailFrom::GetCurrentUser('Message', 'MIME::Entity=HASH(0x9f29a28)', 'CurrentUser', undef, 'AuthLevel', undef, 'Action', 'correspond', 'Ticket', undef, 'Queue', 'RT::Queue=HASH(0x9e6d388)') called at /opt/rt3/lib/RT/Interface/Email.pm line 455
> RT::Interface::Email::Gateway('SessionType', 'REST', 'action', 'correspond', 'queue', 'support', 'message', 'From Dontwastemoitime at aol.com Mon Aug  4 21:23:53 2003^JReceived: from imo-d04.mx.aol.com (imo-d04.mx.aol.com [205.188.157.36])^J^Iby foxy.celitosupport.net (8.12.8/8.12.5) with ESMTP id h751NqfJ022450^J^Ifor <support at celitosupport.net>; Mon, 4 Aug 2003 21:23:52 -0400^JReceived: from Dontwastemoitime at aol.com^J^Iby imo-d04.mx.aol.com (mail_out_v36_r1.1.) id 7.137.2346d4fe (16109)^J^I for <support at celitosupport.net>; Mon, 4 Aug 2003 21:24:09 -0400 (EDT)^JReceived: from   aol.com (mow-m29.webmail.aol.com [64.12.137.6]) by air-id12.mx.aol.com (v95.12) with ESMTP id MAILINID121-3eed3f2f07393; Mon, 04 Aug 2003 21:24:09 -0400^JDate: Mon, 04 Aug 2003 21:24:09 -0400^JFrom: Dontwastemoitime at aol.com^JTo: support at celitosupport.net^JSubject: Adding a test case from aol.com^JMIME-Version: 1.0^JMessage-ID: <34E55610.24F5E1F1.67E71FF1 at aol.com>!
> ^JX-Mailer: Atlas Mailer 2.0^JX-AOL-IP: 208.1.60.34^JContent-Type: text/plain; charset=iso-8859-1^JContent-Transfer-Encoding: 8bit^J^JAdding a test case from aol.com^J') called at /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway line 31
> HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action', 'correspond', 'queue', 'support', 'message', 'From Dontwastemoitime at aol.com Mon Aug  4 21:23:53 2003^JReceived: from imo-d04.mx.aol.com (imo-d04.mx.aol.com [205.188.157.36])^J^Iby foxy.celitosupport.net (8.12.8/8.12.5) with ESMTP id h751NqfJ022450^J^Ifor <support at celitosupport.net>; Mon, 4 Aug 2003 21:23:52 -0400^JReceived: from Dontwastemoitime at aol.com^J^Iby imo-d04.mx.aol.com (mail_out_v36_r1.1.) id 7.137.2346d4fe (16109)^J^I for <support at celitosupport.net>; Mon, 4 Aug 2003 21:24:09 -0400 (EDT)^JReceived: from   aol.com (mow-m29.webmail.aol.com [64.12.137.6]) by air-id12.mx.aol.com (v95.12) with ESMTP id MAILINID121-3eed3f2f07393; Mon, 04 Aug 2003 21:24:09 -0400^JDate: Mon, 04 Aug 2003 21:24:09 -0400^JFrom: Dontwastemoitime at aol.com^JTo: support at celitosupport.net^JSubject: Adding a test case from aol.com^JMIME-Version: 1.0^JMessage-ID: <34E55610.24F5E1F1.67E71FF1 at aol.com&g!
> t;^JX-Mailer: Atlas Mailer 2.0^JX-AOL-IP: 208.1.60.34^JContent-Type: text/plain; charset=iso-8859-1^JContent-Transfer-Encoding: 8bit^J^JAdding a test case from aol.com^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9c3b684)', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'support', 'message', 'From Dontwastemoitime at aol.com Mon Aug  4 21:23:53 2003^JReceived: from imo-d04.mx.aol.com (imo-d04.mx.aol.com [205.188.157.36])^J^Iby foxy.celitosupport.net (8.12.8/8.12.5) with ESMTP id h751NqfJ022450^J^Ifor <support at celitosupport.net>; Mon, 4 Aug 2003 21:23:52 -0400^JReceived: from Dontwastemoitime at aol.com^J^Iby imo-d04.mx.aol.com (mail_out_v36_r1..1.) id 7.137.2346d4fe (16109)^J^I for <support at celitosupport.net>; Mon, 4 Aug 2003 21:24:09 -0400 (EDT)^JReceived: from   aol.com (mow-m29.webmail.aol.com [64.12.137.6]) by air-id12.mx.aol.com (v95.12) with ESMTP id MAILINID121-3eed3f2f07393; Mon, 04 Aug 2003 21:24:09 -0400^JDate: Mon, 04 Aug 2003 21:24:09 -0400^JFrom: Dontwastemoitime at aol.com^JTo: support at celitosupport.net^JSubject: Adding a test case from aol.com^JMIME-Version: 1.0^JMessage-ID:!
> <34E55610.24F5E1F1.67E71FF1 at aol.com>^JX-Mailer: Atlas Mailer 2.0^JX-AOL-IP: 208.1.60.34^JContent-Type: text/plain; charset=iso-8859-1^JContent-Transfer-Encoding: 8bit^J^JAdding a test case from aol.com^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1057
> eval {...}('HTML::Mason::Component::FileBased=HASH(0x9c3b684)', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'support', 'message', 'From Dontwastemoitime at aol.com Mon Aug  4 21:23:53 2003^JReceived: from imo-d04.mx.aol.com (imo-d04.mx.aol.com [205.188.157.36])^J^Iby foxy.celitosupport.net (8.12.8/8.12.5) with ESMTP id h751NqfJ022450^J^Ifor <support at celitosupport.net>; Mon, 4 Aug 2003 21:23:52 -0400^JReceived: from Dontwastemoitime at aol.com^J^Iby imo-d04.mx.aol.com (mail_out_v36_r1.1.) id 7.137.2346d4fe (16109)^J^I for <support at celitosupport.net>; Mon, 4 Aug 2003 21:24:09 -0400 (EDT)^JReceived: from   aol.com (mow-m29.webmail.aol.com [64.12.137.6]) by air-id12.mx.aol.com (v95.12) with ESMTP id MAILINID121-3eed3f2f07393; Mon, 04 Aug 2003 21:24:09 -0400^JDate: Mon, 04 Aug 2003 21:24:09 -0400^JFrom: Dontwastemoitime at aol.com^JTo: support at celitosupport.net^JSubject: Adding a test case from aol.com^JMIME-Version: 1.0^JMessage-ID: <34E55610!
> .24F5E1F1.67E71FF1 at aol.com>^JX-Mailer: Atlas Mailer 2.0^JX-AOL-IP: 208.1.60.34^JContent-Type: text/plain; charset=iso-8859-1^JContent-Transfer-Encoding: 8bit^J^JAdding a test case from aol.com^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1056
> HTML::Mason::Request::comp(undef, undef, undef, 'SessionType', 'REST', 'action', 'correspond', 'queue', 'support', 'message', 'From Dontwastemoitime at aol.com Mon Aug  4 21:23:53 2003^JReceived: from imo-d04.mx.aol.com (imo-d04.mx.aol.com [205.188.157.36])^J^Iby foxy.celitosupport.net (8.12.8/8.12.5) with ESMTP id h751NqfJ022450^J^Ifor <support at celitosupport.net>; Mon, 4 Aug 2003 21:23:52 -0400^JReceived: from Dontwastemoitime at aol.com^J^Iby imo-d04.mx.aol.com (mail_out_v36_r1.1.) id 7.137.2346d4fe (16109)^J^I for <support at celitosupport.net>; Mon, 4 Aug 2003 21:24:09 -0400 (EDT)^JReceived: from   aol.com (mow-m29.webmail.aol.com [64.12.137.6]) by air-id12.mx.aol.com (v95.12) with ESMTP id MAILINID121-3eed3f2f07393; Mon, 04 Aug 2003 21:24:09 -0400^JDate: Mon, 04 Aug 2003 21:24:09 -0400^JFrom: Dontwastemoitime at aol.com^JTo: support at celitosupport.net^JSubject: Adding a test case from aol.com^JMIME-Version: 1.0^JMessage-ID: <34E55610.24F5E1F1.67E71F!
> F1 at aol.com>^JX-Mailer: Atlas Mailer 2.0^JX-AOL-IP: 208.1.60.34^JContent-Type: text/plain; charset=iso-8859-1^JContent-Transfer-Encoding: 8bit^J^JAdding a test case from aol.com^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 331
> eval {...}(undef, undef, undef, 'SessionType', 'REST', 'action', 'correspond', 'queue', 'support', 'message', 'From Dontwastemoitime at aol.com Mon Aug  4 21:23:53 2003^JReceived: from imo-d04.mx.aol.com (imo-d04.mx.aol.com [205.188.157.36])^J^Iby foxy.celitosupport.net (8.12.8/8.12.5) with ESMTP id h751NqfJ022450^J^Ifor <support at celitosupport.net>; Mon, 4 Aug 2003 21:23:52 -0400^JReceived: from Dontwastemoitime at aol.com^J^Iby imo-d04.mx.aol.com (mail_out_v36_r1.1.) id 7.137.2346d4fe (16109)^J^I for <support at celitosupport.net>; Mon, 4 Aug 2003 21:24:09 -0400 (EDT)^JReceived: from   aol.com (mow-m29.webmail.aol.com [64.12.137.6]) by air-id12.mx.aol.com (v95.12) with ESMTP id MAILINID121-3eed3f2f07393; Mon, 04 Aug 2003 21:24:09 -0400^JDate: Mon, 04 Aug 2003 21:24:09 -0400^JFrom: Dontwastemoitime at aol.com^JTo: support at celitosupport.net^JSubject: Adding a test case from aol.com^JMIME-Version: 1.0^JMessage-ID: <34E55610.24F5E1F1.67E71FF1 at aol.com&g!
> t;^JX-Mailer: Atlas Mailer 2.0^JX-AOL-IP: 208.1.60.34^JContent-Type: text/plain; charset=iso-8859-1^JContent-Transfer-Encoding: 8bit^J^JAdding a test case from aol.com^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 331
> eval {...}(undef, undef, undef, 'SessionType', 'REST', 'action', 'correspond', 'queue', 'support', 'message', 'From Dontwastemoitime at aol.com Mon Aug  4 21:23:53 2003^JReceived: from imo-d04.mx.aol.com (imo-d04.mx.aol.com [205.188.157.36])^J^Iby foxy.celitosupport.net (8.12.8/8.12.5) with ESMTP id h751NqfJ022450^J^Ifor <support at celitosupport.net>; Mon, 4 Aug 2003 21:23:52 -0400^JReceived: from Dontwastemoitime at aol.com^J^Iby imo-d04.mx.aol.com (mail_out_v36_r1.1.) id 7.137.2346d4fe (16109)^J^I for <support at celitosupport.net>; Mon, 4 Aug 2003 21:24:09 -0400 (EDT)^JReceived: from   aol.com (mow-m29.webmail.aol.com [64.12.137.6]) by air-id12.mx.aol.com (v95.12) with ESMTP id MAILINID121-3eed3f2f07393; Mon, 04 Aug 2003 21:24:09 -0400^JDate: Mon, 04 Aug 2003 21:24:09 -0400^JFrom: Dontwastemoitime at aol.com^JTo: support at celitosupport.net^JSubject: Adding a test case from aol.com^JMIME-Version: 1.0^JMessage-ID: <34E55610.24F5E1F1.67E71FF1 at aol.com&g!
> t;^JX-Mailer: Atlas Mailer 2.0^JX-AOL-IP: 208.1.60.34^JContent-Type: text/plain; charset=iso-8859-1^JContent-Transfer-Encoding: 8bit^J^JAdding a test case from aol.com^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 290
> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9f2fe14)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134
> eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9f2fe14)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134
> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9f2fe14)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 792
> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x90de264)', 'Apache::RequestRec=SCALAR(0x9f049b4)') called at /opt/rt3/bin/webmux.pl line 118
> RT::Mason::handler('Apache::RequestRec=SCALAR(0x9f049b4)') called at -e line 0
> eval {...}('Apache::RequestRec=SCALAR(0x9f049b4)') called at -e line 0
> 
> 554 5.3.0 unknown mailer error 255  
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 pape-rt at inf.fu-berlin.de  Tue Aug  5 03:04:19 2003
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Tue, 05 Aug 2003 09:04:19 +0200
Subject: [rt-users] RTFM rc2 bug: As superuser of RT (Version 3.0.4) I cannot grant
 rights for new classes
Message-ID: <2147483647.1060074259@eremix>

if I create a new class and try to grant rights (ShowClass or AdminClass) 
to dedicated groups or users, this will not work but I see an error message 
many times in the resulting webpage's result area:

    * System ErrorRights could not be granted for RT::FM::Class
    * System ErrorRights could not be granted for RT::FM::Class
    * System ErrorRights could not be granted for RT::FM::Class
    * System ErrorRights could not be granted for RT::FM::Class
    * System ErrorRights could not be granted for RT::FM::Class
    * System ErrorRights could not be granted for RT::FM::Class
    * System ErrorRights could not be granted for RT::FM::Class
    * System ErrorRights could not be granted for RT::FM::Class
    * System ErrorRights could not be granted for RT::FM::Class
    * System ErrorRights could not be granted for RT::FM::Class
    * System ErrorRights could not be granted for RT::FM::Class
    * System ErrorRights could not be granted for RT::FM::Class
    * System ErrorRights could not be granted for RT::FM::Class
    * System ErrorRights could not be granted for RT::FM::Class
    * System ErrorRights could not be granted for RT::FM::Class
    * System ErrorRights could not be granted for RT::FM::Class
    * System ErrorRights could not be granted for RT::FM::Class
    * System ErrorRights could not be granted for RT::FM::Class
    * System ErrorRights could not be granted for RT::FM::Class

I tried this having SuperUser Rights in RT 3.0.4

Regards,
Dirk.


From jesse at bestpractical.com  Tue Aug  5 03:07:41 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 5 Aug 2003 03:07:41 -0400
Subject: [rt-users] RTFM rc2 bug: As superuser of RT (Version 3.0.4) I cannot grant rights for new classes
In-Reply-To: <2147483647.1060074259@eremix>
References: <2147483647.1060074259@eremix>
Message-ID: <20030805070741.GN18236@fsck.com>

As has been noted many times now, you need RT 3.0.5preX for RTFM 2.0RC2
to work


On Tue, Aug 05, 2003 at 09:04:19AM +0200, Dirk Pape wrote:
> if I create a new class and try to grant rights (ShowClass or AdminClass) 
> to dedicated groups or users, this will not work but I see an error message 
> many times in the resulting webpage's result area:
> 
>    * System ErrorRights could not be granted for RT::FM::Class
>    * System ErrorRights could not be granted for RT::FM::Class
>    * System ErrorRights could not be granted for RT::FM::Class
>    * System ErrorRights could not be granted for RT::FM::Class
>    * System ErrorRights could not be granted for RT::FM::Class
>    * System ErrorRights could not be granted for RT::FM::Class
>    * System ErrorRights could not be granted for RT::FM::Class
>    * System ErrorRights could not be granted for RT::FM::Class
>    * System ErrorRights could not be granted for RT::FM::Class
>    * System ErrorRights could not be granted for RT::FM::Class
>    * System ErrorRights could not be granted for RT::FM::Class
>    * System ErrorRights could not be granted for RT::FM::Class
>    * System ErrorRights could not be granted for RT::FM::Class
>    * System ErrorRights could not be granted for RT::FM::Class
>    * System ErrorRights could not be granted for RT::FM::Class
>    * System ErrorRights could not be granted for RT::FM::Class
>    * System ErrorRights could not be granted for RT::FM::Class
>    * System ErrorRights could not be granted for RT::FM::Class
>    * System ErrorRights could not be granted for RT::FM::Class
> 
> I tried this having SuperUser Rights in RT 3.0.4
> 
> 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
> 

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


From khera at kcilink.com  Tue Aug  5 10:26:28 2003
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 5 Aug 2003 10:26:28 -0400
Subject: [rt-users] mod perl/cpan/RT
In-Reply-To: <DB72D058EA4AD511A89500B0D0D1045A074850B7@yuma-exch1.yuma.army.mil>
References: <DB72D058EA4AD511A89500B0D0D1045A074850B7@yuma-exch1.yuma.army.mil>
Message-ID: <16175.48788.247529.18305@yertle.int.kciLink.com>

>>>>> "JFH" == Jeff F Hodge <Hodge> writes:

JFH> Ever since I upgraded to perl5.8 I've been having trouble with my perl
JFH> modules.

Upgraded from what version?  Did you tell perl5.8 to maintain binary
compatibility?

JFH> I recompiled modperl with apache. (modperl 1.28 /apache 1.3.28)

You probably want to recompile all compiled modules (ie, those that
create .so files).  The ones that are purely perl don't need to be
recompiled.


From feargal at thecia.ie  Tue Aug  5 10:44:19 2003
From: feargal at thecia.ie (Feargal Reilly)
Date: Tue, 5 Aug 2003 15:44:19 +0100
Subject: [rt-users] make-initialize fails with DBI 1.18
Message-ID: <20030805154419.1a3b62e8.feargal@thecia.ie>

For the record, I'd been receiving the following error on make initialize-database

-- Now inserting RT core system objects
[Tue Aug  5 13:55:25 2003] [crit]: Can't set DBI::db=HASH(0x8ce3024)->{FetchHashKeyName}: unrecognised attribute at /usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 136.
 (/usr/local/rt3/lib/RT.pm:242)

Setup was as follows:
rt-3-0-4,
PostgreSQL 7.3.2,
perl v5.8.0,
Bundle::DBI 1.18
DBIx::SearchBuilder 0.86 (also tried with 0.88 (and 0.48 by accident)), 
DBD::Pg 1.22

By upgrading to the latest DBI, 1.37, the problem went away.

rt-test-dependencies still lists DBI 1.18, perhaps this should be changed.

--
Feargal Reilly,
Systems Administrator,
FBI.


From francesca.delcorso at fi.infn.it  Tue Aug  5 10:54:11 2003
From: francesca.delcorso at fi.infn.it (Francesca Del Corso)
Date: Tue, 5 Aug 2003 16:54:11 +0200
Subject: [rt-users] Not automatic  e-mail user creation
Message-ID: <001901c35b61$6e5deb30$149154c0@morgana>

Hello,
 
I am an RT 3.0.3 user. I have a question to submit:
 
is it possible NOT to create new user when someone submits a new ticket
via e-mail?  We want to accept requests from everybody but without new
user creation , for example using only one registered user.
 
Thanks!
 
Francesca Del Corso
I.N.F.N. - Sez. Firenze
http://www.fi.infn.it <http://www.fi.infn.it/> 
 
 
 
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From mlelstv at dev.de.cw.net  Tue Aug  5 11:04:42 2003
From: mlelstv at dev.de.cw.net (Michael van Elst)
Date: Tue, 5 Aug 2003 17:04:42 +0200
Subject: [rt-users] Not automatic  e-mail user creation
In-Reply-To: <001901c35b61$6e5deb30$149154c0@morgana>
References: <001901c35b61$6e5deb30$149154c0@morgana>
Message-ID: <20030805150441.GA34164@sv1.dev.de.cw.net>

On Tue, Aug 05, 2003, Francesca Del Corso wrote:

> is it possible NOT to create new user when someone submits a new ticket
> via e-mail?  We want to accept requests from everybody but without new
> user creation , for example using only one registered user.

Each ticket has a requestor, so either you already have an user entry
for that requestor or you need to create a new one.

What you may want to do is to map all unknown users to a role account.
This role account then becomes the requestor. Of course you can
no longer distinguish between different "unknown users", in particular
you cannot keep their different mail addresses so that you have to find
some other method to communicate with them.

Greetings,
-- 
    ,eM""=.            a"-.                         Michael van Elst
   dWWMWM" -          :GM==;                        mlelstv at dev.de.cw.net
  :WWMWMw=--.          "W='  cable & wireless
   9WWMm==-.
    "-Wmw-"  CABLE & WIRELESS


From freebsd at coal.sentex.ca  Tue Aug  5 12:03:31 2003
From: freebsd at coal.sentex.ca (freebsd at coal.sentex.ca)
Date: Tue, 5 Aug 2003 12:03:31 -0400
Subject: [rt-users] RT and Spam
In-Reply-To: <mailman.1059996061.256.rt-users-l@lists.sentex.ca>
References: <mailman.1059996061.256.rt-users-l@lists.sentex.ca>
Message-ID: <20030805160331.GP2089@sentex.net>

Thus spake Chris Fewtrell (chris at uk.clara.net) [04/08/03 07:16]:
> Have setup RT3.0.2 a while ago and been using it since quite happily
> within my own department. We're now proceeding to roll out usage of the
> RT system into other departments with additional queues.
> 
> We have a large influx of spam on some of these mail accounts and I
> gather we won't be alone in this.
> 
> I wondered if anyone would be willing to detail how they handle spam
> with RT mailboxes, either if its generally considered better for an
> external filter or use things like the integrated SpamAssassin hooks.

(Side note: if you Queue abuse@, you can't filter it.  It's a PITA, and I'm
trying to find a way to filter abuse@ while still providing a useful queue.
No progress yet.)

We use procmail to split things off, which in an of itself, is a great spam
filter.  Essentially, we have one set of three recipes for every queue.
Here's our support queue, for example:

    :0
    * ^(To|Cc): .*support
    {
        :0
        * ^(To|Cc): .*support@
        ${RT-MAILGATE} --queue support --action correspond --url http://rt/

        :0E
        * ^(To:Cc): .*support-comment@
        ${RT-MAILGATE} --queue support --action comment --url http://rt/
    }

Then subsequent queues all start with ':0E'.  At the end of it all, we put
it through TMDA.  This means that any message that didn't have a To: or Cc:
address of any of the correspond or comment addresses configured in RT will
be punted through TMDA for verification.  If verification is received, and
we /still/ can't figure out the proper queue, then we put it into a queue
called Limbo, and just monitor that for new tickets.

That was good for a while, but has its problems.  So after we process the
Abuse queue, and before we process any other queue, we run the message
through SpamAssassin (spamc).  If it comes back tagged as spam, then we run
it through TMDA.  That's cut down on the volume of spam into RT by like 95%.


From cag at us.ibm.com  Tue Aug  5 14:34:47 2003
From: cag at us.ibm.com (Christian Gilmore)
Date: Tue, 5 Aug 2003 13:34:47 -0500
Subject: [rt-users] How is language determined in RT?
Message-ID: <OFF0989E06.46972AB9-ON86256D79.0062A2AA-86256D79.0065C247@us.ibm.com>

Where within/underneath RT is the language to send to the client browser 
determined? I don't believe it is properly implementing the RFC.

Thanks,
Christian

----------------------
Christian Gilmore
Technology Leader
GeT Support Application Development
IBM Software Group
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From jesse at bestpractical.com  Tue Aug  5 14:38:45 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 5 Aug 2003 14:38:45 -0400
Subject: [rt-users] How is language determined in RT?
In-Reply-To: <OFF0989E06.46972AB9-ON86256D79.0062A2AA-86256D79.0065C247@us.ibm.com>
References: <OFF0989E06.46972AB9-ON86256D79.0062A2AA-86256D79.0065C247@us.ibm.com>
Message-ID: <20030805183845.GA18236@fsck.com>



On Tue, Aug 05, 2003 at 01:34:47PM -0500, Christian Gilmore wrote:
> Where within/underneath RT is the language to send to the client browser 
> determined? I don't believe it is properly implementing the RFC.

It actually hands off that determination to Locale::Maketext, which
processes the browser's Accpet-language: header.  What behaviour are you
seeing that's suspect?

> Thanks,
> Christian
> 
> ----------------------
> Christian Gilmore
> Technology Leader
> GeT Support Application Development
> IBM Software Group

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


From frans.lawaetz at lbri.lionbioscience.com  Tue Aug  5 15:07:12 2003
From: frans.lawaetz at lbri.lionbioscience.com (Frans Lawaetz)
Date: Tue, 5 Aug 2003 15:07:12 -0400
Subject: [rt-users] Can't call method "ping" on an undefined value ... RT.pm line 122
Message-ID: <FOEKIPNOIIEDGLIAFPBCCEEFCDAA.frans.lawaetz@lbri.lionbioscience.com>

aiee... so close, 90% working.

There have been a couple other posts in regards to this error.  Most notably
Ruslan Zakirov submitted a patch yesterday:
http://lists.fsck.com/pipermail/rt-devel/2003-August/004593.html

I'm experiencing the following errors in the logs when I reply/comment on a
ticket.  No mail is ever sent.  I can, however, get mail out via RT when
creating a ticket.

[Tue Aug 05 14:42:14 2003] [error] [client 10.2.3.59] Can't call method
"ping" on an undefined value at /other/rt3/lib/RT.pm line 122.!, referer:
http://ticket/Ticket/Update.html
[Tue Aug 05 14:42:14 2003] [error] [client 10.2.3.59] Can't call method
"ping" on an undefined value at /other/rt3/lib/RT.pm line 122.!, referer:
http://ticket/Ticket/Update.html
[Tue Aug 05 14:42:14 2003] [error] [client 10.2.3.59] unable to include
"include/top.html" in parsed file
/var/www/error/HTTP_INTERNAL_SERVER_ERROR.html.var, referer:
http://ticket/Ticket/Update.html
[Tue Aug 05 14:42:14 2003] [error] [client 10.2.3.59] Can't call method
"ping" on an undefined value at /other/rt3/lib/RT.pm line 122.!, referer:
http://ticket/Ticket/Update.html
[Tue Aug 05 14:42:14 2003] [error] [client 10.2.3.59] unable to include
"include/bottom.html" in parsed file
/var/www/error/HTTP_INTERNAL_SERVER_ERROR.html.var, referer:
http://ticket/Ticket/Update.html

Ruslan's patch stops the errors from appearing in the Apache logs but RT
still refuses to send out the mail.

This is in regards to RT 3.0.4 on Red Hat 8.0.

Thank you,

Frans



From cag at us.ibm.com  Tue Aug  5 16:06:14 2003
From: cag at us.ibm.com (Christian Gilmore)
Date: Tue, 5 Aug 2003 15:06:14 -0500
Subject: [rt-users] How is language determined in RT?
Message-ID: <OF427C6638.3A65E82A-ON86256D79.0066DEAB-86256D79.006E216A@us.ibm.com>

Jesse,

I'm sending in a header that looks like:

en-us, ja;q=0.8

Instead of getting en back (as matching the en-us tag prefix), I'm getting 
ja. The specification isn't written in clearly understandable way, but I 
believe the key element is the following quoted sentence with my 
interpretations in brackets from RFC 2616, section 14.4:

A language-range matches a language-tag if it exactly equals the tag [ie, 
en-us = en-us or ja = ja], or if it exactly equals a prefix of the tag 
[ie, en = en-us] such that the first tag character following the prefix is 
"-".

FWIW, I put the I18N::AcceptLanguage module on CPAN a long while ago that 
did this determination properly per my understanding of the RFC.

Thanks,
Christian

----------------------
Christian Gilmore
Technology Leader
GeT Support Application Development
IBM Software Group





Jesse Vincent <jesse at bestpractical.com>
Sent by: rt-users-admin at lists.fsck.com
08/05/03 01:38 PM

 
        To:     Christian Gilmore/Austin/IBM at IBMUS
        cc:     rt-users at lists.fsck.com
        Subject:        Re: [rt-users] How is language determined in RT?






On Tue, Aug 05, 2003 at 01:34:47PM -0500, Christian Gilmore wrote:
> Where within/underneath RT is the language to send to the client browser 

> determined? I don't believe it is properly implementing the RFC.

It actually hands off that determination to Locale::Maketext, which
processes the browser's Accpet-language: header.  What behaviour are you
seeing that's suspect?

> Thanks,
> Christian
> 
> ----------------------
> Christian Gilmore
> Technology Leader
> GeT Support Application Development
> IBM Software Group

-- 
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


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From Robert.Sullivan at rhi.com  Tue Aug  5 16:37:20 2003
From: Robert.Sullivan at rhi.com (Sullivan, Robert (HQP))
Date: Tue, 5 Aug 2003 13:37:20 -0700
Subject: [rt-users] Fresh install problem rt-3-0-4 mysql modperl1
Message-ID: <00A851B1D52D3940B03DE868CCF0E6140A6A0709@HQPEX006.corp.rhalf.com>

Hi,

OK so I bailed on the new version of modperl2 and the new Apache and
installed apache 1.3 and mod_perl 1.2x
running rt-test-dependencies came back ok with modperl1 with the exception
of Apache::Request the rt-test-dependencies --with-mysql --with-modperl
-install failed several times so I forced the install using MCPAN ran
rt-test-dependencies and all are found. However here is what I get when
starting apache.
Syntax error on line 974 of /usr/local/apache/conf/httpd.conf:
Invalid command 'PerlModule', perhaps mis-spelled or defined by a module not
included in the server configuration
./apachectl start: httpd could not be started

This is the section it is complaining about. 

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


anyone?


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From matt_lists at careercast.com  Tue Aug  5 16:52:24 2003
From: matt_lists at careercast.com (Matt Simonsen)
Date: 05 Aug 2003 13:52:24 -0700
Subject: [rt-users] Indicies to add to RT3
Message-ID: <1060116744.16298.27.camel@mattswrk.cbd.careercast.com>

I'm hoping some people will share the indexes they've added to make
their install of RT3 run faster.

I'll start: In order to speed searches on custom fields we just added an
index to the TicketCustomFieldValues table. This made the search time go
from over 10 minutes to under half a second. We have 8500 tickets and
12,500 TicketCustomFieldValues.

The command I used was: 'alter table TicketCustomFieldValues add index
(Ticket);'

Matt Simonsen



From hokan+rt at me.umn.edu  Tue Aug  5 17:41:01 2003
From: hokan+rt at me.umn.edu (Hokan)
Date: Tue, 5 Aug 2003 16:41:01 -0500
Subject: [rt-users] Searching email headers / Processing spam
Message-ID: <20030805214101.GA18549@me.umn.edu>

Like many, we get an extraordinary amount of spam sent to our RT queues.
Rather than fight it, we have decided to use RT to process spam; to
maintain our Sendmail block lists based on evidence in a queue we set up
just for spam.

Later, when someone asks why we are blocking mail from ip 111.111.111.111
I can look for that IP in the spam queue.  The problem is: the search 
function does not search message headers.

How can I set up a search to include message headers in the material
to be searches?  We are using Version 2.0.15.

-- 
Hokan                                                                    MEnet
Systems Administrator                     Department of Mechanical Engineering
hokan at me.umn.edu                                       Institute of Technology
612.626.9800                                           University of Minnesota


From chris at summersault.com  Tue Aug  5 17:50:15 2003
From: chris at summersault.com (Chris Hardie)
Date: Tue, 5 Aug 2003 16:50:15 -0500 (EST)
Subject: [rt-users] RT and Spam
In-Reply-To: <NGBBLJJLDKGDEEDPHOBAMEPLECAA.Robert.Grasso@cedrat.com>
References: <NGBBLJJLDKGDEEDPHOBAMEPLECAA.Robert.Grasso@cedrat.com>
Message-ID: <Pine.BSF.4.55.0308051644420.65200@tanagra.summersault.com>

On Mon, 4 Aug 2003, Robert Grasso wrote:

> In our company, we use RT only for our support staff. Thus I set up TMDA
> http://tmda.net/, which is a challenge-response system : I set it up a
> couple of weeks ago, but for the moment it seems to be efficient.

We do the same thing on our public support e-mail address, except that we
only pass it through TMDA if the message fails one of a few RBL checks.
This means that MOST spam is caught, and that MOST legitimate messages go
through unchallenged.  We thought that was appropriate for a support
address, where someone may already be experiencing frustrations about
something else, and won't always react kindly to another hoop to jump
through to get help.  :)

We also run a "clean tickets" script that deletes tickets marked as such
(and related tuples) from the database altogether.  I believe it's the one
most recently updated by Jonas Lincoln; you should be able to find it in
the archives.

Chris


From freebsd at coal.sentex.ca  Tue Aug  5 18:20:19 2003
From: freebsd at coal.sentex.ca (freebsd at coal.sentex.ca)
Date: Tue, 5 Aug 2003 18:20:19 -0400
Subject: [rt-users] Taking a ticket kills search 'history'?
Message-ID: <20030805222019.GA801@sentex.net>

I've noticed that sometimes, I'll lose the search 'history' (the 'First',
'Previous', 'Next', and 'Last' links in the Tabs) once I take a ticket.  Has
anyone else noticed this?


From iqbala at qwestip.net  Tue Aug  5 18:26:13 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Tue, 5 Aug 2003 18:26:13 -0400 (EDT)
Subject: [rt-users] RT and Spam
In-Reply-To: <Pine.BSF.4.55.0308051644420.65200@tanagra.summersault.com>
Message-ID: <Pine.GSO.4.30L2.0308051822180.6589-100000@qmail>

On Tue, 5 Aug 2003, Chris Hardie wrote:

> On Mon, 4 Aug 2003, Robert Grasso wrote:
>
> > In our company, we use RT only for our support staff. Thus I set up TMDA
> > http://tmda.net/, which is a challenge-response system : I set it up a
> > couple of weeks ago, but for the moment it seems to be efficient.
>
> We do the same thing on our public support e-mail address, except that we
> only pass it through TMDA if the message fails one of a few RBL checks.
> This means that MOST spam is caught, and that MOST legitimate messages go
> through unchallenged.  We thought that was appropriate for a support
> address, where someone may already be experiencing frustrations about
> something else, and won't always react kindly to another hoop to jump
> through to get help.  :)
>
> We also run a "clean tickets" script that deletes tickets marked as such

Is yours one running on RT3 ? Thats what I am looking for

> (and related tuples) from the database altogether.  I believe it's the one
> most recently updated by Jonas Lincoln; you should be able to find it in
> the archives.
>
> Chris
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From mccallum at nemsys.com  Tue Aug  5 19:32:21 2003
From: mccallum at nemsys.com (Donald A. McCallum)
Date: Tue, 5 Aug 2003 19:32:21 -0400
Subject: [rt-users] remove
Message-ID: <C97E2D894A08C8469EF6ED4ED430924C042217@mail.internal.nemsys.com>

remove
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From lists at flothow.de  Tue Aug  5 19:41:09 2003
From: lists at flothow.de (Sebastian Flothow)
Date: Wed, 6 Aug 2003 01:41:09 +0200
Subject: [rt-users] Custom templates question
In-Reply-To: <20030804222429.4946.qmail@web13111.mail.yahoo.com>
Message-ID: <4A5211BE-C79E-11D7-B1EA-000393B2BB20@flothow.de>

Am Dienstag, den 5. August 2003, um 00:24, schrieb Joseph Spenner:
> $Ticket

{$Ticket}



Sebastian

--
Sebastian Flothow
sebastian at flothow.de

 > Because it reverses the logical flow of conversation.
Why is top posting frowned upon?



From cwfox at fujitsu.com  Tue Aug  5 19:45:26 2003
From: cwfox at fujitsu.com (Camron W. Fox)
Date: Tue, 5 Aug 2003 13:45:26 -1000
Subject: [rt-users] Trouble installing Apache::Request
Message-ID: <LHEMJKEBKJNMFINGKHNHMEBICCAA.cwfox@fujitsu.com>

Alle,

	I'm running RH7.3, mysql/4.0.12-0, modperl/1.26. I've installed perl 5.8 in
/usr/local, alongside the default 5.6 that comes with RH. I have gotten all
modules to install in /usr/local/lib/perl5 running:

/usr/local/bin/perl
./sbin/rt-test-dependencies --with-mysql --with-modperl1 --install

	EXCEPT Apache::Request. I get the following error:

Failed Test       Stat Wstat Total Fail  Failed  List of Failed
----------------------------------------------------------------------------
---
apreq/big_input.t               21   21 100.00%  1-21
apreq/cookie.t                   1    1 100.00%  1
apreq/inherit.t                  1    1 100.00%  1
apreq/request.t                  2    2 100.00%  1-2
!!! error running tests (please examine t/logs/error_log)
make: *** [run_tests] Error 1
  /usr/bin/make test -- NOT OK
Running make install
  make test had returned bad status, won't install without force


	When I check the error log, I find that it cannot find Apache/Test.pm
because it's looking in the 5.6.1 locs in /usr/lib/perl5 vice the newly
installed 5.8.0 locs in /usr/local/lib/perl5:


[root at hilo cwfox]# cat .cpan/build/libapreq-1.2/t/logs/error_log
[Tue Aug  5 13:30:44 2003] [info] Created shared memory segment #3637259
[Tue Aug  5 13:30:44 2003] [info] allocated semaphore #1540120
[Tue Aug  5 13:30:45 2003] [info] Created shared memory segment #3702795
[Tue Aug  5 13:30:45 2003] [info] allocated semaphore #1572888
[Tue Aug  5 13:30:45 2003] [info] created shared memory segment #3735564
[Tue Aug  5 13:30:46 2003] [error] Can't locate Apache/Test.pm in @INC (@INC
contains: /home/cwfox/.cpan/build/libapreq-1.2/lib
/home/cwfox/.cpan/build/libapreq-1.2/blib/lib
/home/cwfox/.cpan/build/libapreq-1.2/blib/arch
/home/cwfox/.cpan/build/libapreq-1.2/t/response
/home/cwfox/.cpan/build/libapreq-1.2/t /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/i386-linux
/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 . /home/cwfox/.cpan/build/libapreq-1.2/t/
/home/cwfox/.cpan/build/libapreq-1.2/t/lib/perl) at
/home/cwfox/.cpan/build/libapreq-1.2/t/response/TestApReq/big_input.pm line
6.
BEGIN failed--compilation aborted at
/home/cwfox/.cpan/build/libapreq-1.2/t/response/TestApReq/big_input.pm line
6.
Compilation failed in require at (eval 4) line 3.


	I had no problems like this when I installed/updated the modules. Anyone
had experience with this before?

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 JChen at paymentone.com  Tue Aug  5 19:52:14 2003
From: JChen at paymentone.com (JChen at paymentone.com)
Date: Tue, 5 Aug 2003 16:52:14 -0700 
Subject: [rt-users] RT Newbie - Installing Apache/MySQL on Redhat 9
Message-ID: <339335385F9BD511B73600508BE789A001C12B15@ebimailsvr>

Hello, 

I am new to Request Tracker (on the installing side, but used it at my old company and it worked great!).

My questions:  

1) Is it better to install Apache and MySQL into /opt dir with RT as a fresh install instead of selecting them from the Redhat 9 CD.

2)  Also wondering if there is website with support with request tracker on redhat.

Thanks!

-JC


From brently at bjwcs.com  Tue Aug  5 20:22:22 2003
From: brently at bjwcs.com (Brent Wiese)
Date: Tue, 5 Aug 2003 17:22:22 -0700
Subject: [rt-users] Indicies to add to RT3
In-Reply-To: <1060116744.16298.27.camel@mattswrk.cbd.careercast.com>
Message-ID: <01e601c35bb0$cdd313c0$0a0114ac@home.bjwcs.com>

To this point, are there a list of default indexes anywhere?

With how slow my system seems to run (a display ticket takes about 10
seconds), I'm wondering if I'm just missing some of the default indexes.

Unfortunately, I don't have a great knowledge of mysql, so not even sure how
to check my current DB...


> I'm hoping some people will share the indexes they've added 
> to make their install of RT3 run faster.
> 
> I'll start: In order to speed searches on custom fields we 
> just added an index to the TicketCustomFieldValues table. 
> This made the search time go from over 10 minutes to under 
> half a second. We have 8500 tickets and 12,500 
> TicketCustomFieldValues.
> 
> The command I used was: 'alter table TicketCustomFieldValues 
> add index (Ticket);'
> 
> Matt Simonsen
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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  Tue Aug  5 20:28:42 2003
From: chris at summersault.com (Chris Hardie)
Date: Tue, 5 Aug 2003 19:28:42 -0500 (EST)
Subject: [rt-users] RT and Spam
In-Reply-To: <Pine.GSO.4.30L2.0308051822180.6589-100000@qmail>
References: <Pine.GSO.4.30L2.0308051822180.6589-100000@qmail>
Message-ID: <Pine.BSF.4.55.0308051926150.65200@tanagra.summersault.com>

On Tue, 5 Aug 2003, Asif Iqbal wrote:

> > We also run a "clean tickets" script that deletes tickets marked as such
>
> Is yours one running on RT3 ? Thats what I am looking for

Yes:

  http://lists.fsck.com/pipermail/rt-users/2003-June/014444.html

If you'd searched the mailing lists for "removing deleted tickets" and
clicked on the first search result, you would have found that too. :)

Chris


From jaq at spacepants.org  Tue Aug  5 20:36:06 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Wed, 6 Aug 2003 10:36:06 +1000
Subject: [rt-users] RT Newbie - Installing Apache/MySQL on Redhat 9
In-Reply-To: <339335385F9BD511B73600508BE789A001C12B15@ebimailsvr>
References: <339335385F9BD511B73600508BE789A001C12B15@ebimailsvr>
Message-ID: <20030806003606.GI14610@spacepants.org>

This one time, at band camp, JChen at paymentone.com wrote:
>1) Is it better to install Apache and MySQL into /opt dir with RT as a fresh install instead of selecting them from the Redhat 9 CD.

I use Apache 2 from the Red Hat distribution with my installation of RT3,
other people have recompiled apache 1.3 for their RT3 on RH9 installations.

I don't know which is better; I prefer to use the existing packages to keep
my systems as reproducible as possible, but there are a lot of problems
using mod_perl from Red Hat with RT3; so I end up building mod_fastcgi
packages anyway.

>2)  Also wondering if there is website with support with request tracker on redhat.

It's definitely not a support site but I have a bunch of crap with no
documentation relating to my RT3 installation at
http://www.anchor.net.au/~jaq/rt

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


From Robert.Sullivan at rhi.com  Tue Aug  5 23:20:35 2003
From: Robert.Sullivan at rhi.com (Sullivan, Robert (HQP))
Date: Tue, 5 Aug 2003 20:20:35 -0700
Subject: [rt-users] Trouble installing Apache::Request
Message-ID: <00A851B1D52D3940B03DE868CCF0E6140A6A0714@HQPEX006.corp.rhalf.com>

Hi,

I had the same problem today, although I don't have the answer as of yet I'm
working with the same issue. However I force installed Apache::Request and
the problem then shows up in the httpd.conf file. I don't recommend doing
the force.

-----Original Message-----
From: Camron W. Fox [mailto:cwfox at fujitsu.com] 
Sent: Tuesday, August 05, 2003 4:45 PM
To: Rt-Users at Lists. Fsck. Com
Subject: [rt-users] Trouble installing Apache::Request

Alle,

	I'm running RH7.3, mysql/4.0.12-0, modperl/1.26. I've installed perl
5.8 in
/usr/local, alongside the default 5.6 that comes with RH. I have gotten all
modules to install in /usr/local/lib/perl5 running:

/usr/local/bin/perl
./sbin/rt-test-dependencies --with-mysql --with-modperl1 --install

	EXCEPT Apache::Request. I get the following error:

Failed Test       Stat Wstat Total Fail  Failed  List of Failed
----------------------------------------------------------------------------
---
apreq/big_input.t               21   21 100.00%  1-21
apreq/cookie.t                   1    1 100.00%  1
apreq/inherit.t                  1    1 100.00%  1
apreq/request.t                  2    2 100.00%  1-2
!!! error running tests (please examine t/logs/error_log)
make: *** [run_tests] Error 1
  /usr/bin/make test -- NOT OK
Running make install
  make test had returned bad status, won't install without force


	When I check the error log, I find that it cannot find
Apache/Test.pm
because it's looking in the 5.6.1 locs in /usr/lib/perl5 vice the newly
installed 5.8.0 locs in /usr/local/lib/perl5:


[root at hilo cwfox]# cat .cpan/build/libapreq-1.2/t/logs/error_log
[Tue Aug  5 13:30:44 2003] [info] Created shared memory segment #3637259
[Tue Aug  5 13:30:44 2003] [info] allocated semaphore #1540120
[Tue Aug  5 13:30:45 2003] [info] Created shared memory segment #3702795
[Tue Aug  5 13:30:45 2003] [info] allocated semaphore #1572888
[Tue Aug  5 13:30:45 2003] [info] created shared memory segment #3735564
[Tue Aug  5 13:30:46 2003] [error] Can't locate Apache/Test.pm in @INC (@INC
contains: /home/cwfox/.cpan/build/libapreq-1.2/lib
/home/cwfox/.cpan/build/libapreq-1.2/blib/lib
/home/cwfox/.cpan/build/libapreq-1.2/blib/arch
/home/cwfox/.cpan/build/libapreq-1.2/t/response
/home/cwfox/.cpan/build/libapreq-1.2/t /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/i386-linux
/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 . /home/cwfox/.cpan/build/libapreq-1.2/t/
/home/cwfox/.cpan/build/libapreq-1.2/t/lib/perl) at
/home/cwfox/.cpan/build/libapreq-1.2/t/response/TestApReq/big_input.pm line
6.
BEGIN failed--compilation aborted at
/home/cwfox/.cpan/build/libapreq-1.2/t/response/TestApReq/big_input.pm line
6.
Compilation failed in require at (eval 4) line 3.


	I had no problems like this when I installed/updated the modules.
Anyone
had experience with this before?

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


_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 bernd at schamberger.org  Wed Aug  6 01:30:54 2003
From: bernd at schamberger.org (bernd schamberger)
Date: 06 Aug 2003 07:30:54 +0200
Subject: [rt-users] remove
Message-ID: <1060147854.546.0.camel@blowfish.home.lan>

remove
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From joseph at vintek.net  Wed Aug  6 02:47:04 2003
From: joseph at vintek.net (Joseph Burford)
Date: Wed, 6 Aug 2003 16:17:04 +0930
Subject: [rt-users] Setting a scrip to notify "Other Recipients" on ticket create.
Message-ID: <383145F4B99714438416873869BDC490043AD1@opal.VINTEK.LOCAL>

Hi all,

I am wanting to setup a scrip that notifies our internal support staff
each time a new ticket is created.

Setting users as CC watchers on a queue doesn't work, they only get
outgoing correspondance. And I don't particularly want to set everyone
with Admin rights :-)

The closest I have come, is creating a scrip that "notifies other
recipients on ticket create". However that doesn't do anything as I
can't seem to find anywhere to specify who the "other recipients" are.
The logfile rightfully complains no recipients specified.

Am I missing something obvious here, or should I be approaching this
from a different angle. Any ideas/help appreciated.

Regards,

Joseph

==============================
VINTEK CONSULTING PTY LTD
Email:  joseph at vintek.net
Web:    http://www.vintek.net
Tel:    (08) 8523 5035
Fax:    (08) 8523 2104
==============================
 


Vintek Disclaimer Applies - http://www.vintek.net/email/disc.txt




From cubic at acronis.ru  Wed Aug  6 03:12:23 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Wed, 06 Aug 2003 11:12:23 +0400
Subject: [rt-users] Fresh install problem rt-3-0-4 mysql modperl1
In-Reply-To: <00A851B1D52D3940B03DE868CCF0E6140A6A0709@HQPEX006.corp.rhalf.com>
References: <00A851B1D52D3940B03DE868CCF0E6140A6A0709@HQPEX006.corp.rhalf.com>
Message-ID: <3F30AA57.90707@acronis.ru>

Hello, Robert.
    It's OT, but... you 've not got mod_perl loaded.
1) httpd -l
    There is must be mod_perl in the output(This mean that mod_perl 
compiled in apache)
2) If (1) OK then "AddModule" in httpd.conf  before PerlModule
3) If you don't have (1) and (2) doesn't help you can try "LoadModule", 
but it's working only if you compiled mod_perl as DSO(Wrong idea, bad 
stability)
4) Last, you must reinstall apache with static mod_perl if (1) and (2) 
didn't help or if (3) cause crash dumps or other errors(It's really bad 
idea to use DSO)
             Hope this help. Ruslan.

For more info google through mod_perl users list.
Sullivan, Robert (HQP) wrote:

> Hi,
>
> OK so I bailed on the new version of modperl2 and the new Apache and 
> installed apache 1.3 and mod_perl 1.2x
> running rt-test-dependencies came back ok with modperl1 with the 
> exception of Apache::Request the rt-test-dependencies --with-mysql 
> --with-modperl -install failed several times so I forced the install 
> using MCPAN ran rt-test-dependencies and all are found. However here 
> is what I get when starting apache.
>
> Syntax error on line 974 of /usr/local/apache/conf/httpd.conf:
> Invalid command 'PerlModule', perhaps mis-spelled or defined by a 
> module not included in the server configuration
> ./apachectl start: httpd could not be started
>
> This is the section it is complaining about.
>
> PerlModule Apache::DBI
>     PerlRequire /opt/rt3/bin/webmux.pl
>



From cubic at acronis.ru  Wed Aug  6 08:21:32 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Wed, 06 Aug 2003 16:21:32 +0400
Subject: [rt-users] Huge memory leaks(httpd)
Message-ID: <3F30F2CC.7090105@acronis.ru>

       Hello, Jesse and other.
We have problem with RT 3.0.4 mod_perl 1.28 Apache 1.3.28 mysql 4.0.14 
perl 5.8.0
One httpd process get more and more memory and then memory end up.
MaxRequestPerChild didn't help.
Is it mod_perl related problem?
May be we need to go to FastCGI for some time?
Jesse, please give suggestions or solutions, now RT3 on our production 
server.
                      Best regards. Ruslan.



From R.Cornelissen at muxum.nl  Wed Aug  6 08:38:48 2003
From: R.Cornelissen at muxum.nl (Ronald Cornelissen)
Date: Wed, 6 Aug 2003 14:38:48 +0200
Subject: [rt-users] Where are the keywords in version 3.0.4?
Message-ID: <D73CCFBF1E148C4B93CF414942D0FC1A149EAC@pluto.ad.muxum.nl>

In the online documentations stands the use of keywords for version 2
(http://fsck.com/rtfm/article.html?id=4#149). I can't find this option in
version 3.0.4.
Where can I find this?
 
Ronald Cornelissen
Muxum Data Communicatie B.V.
Tel: +31-(0)73-624 98 00
Fax +31-(0)73-624 98 01
Mail to: R.Cornelissen at muxum.nl
Website: www.muxum.nl <http://www.muxum.nl/> 
Muxum, The Networks Optimizer!
 
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From mlelstv at dev.de.cw.net  Wed Aug  6 08:45:04 2003
From: mlelstv at dev.de.cw.net (Michael van Elst)
Date: Wed, 6 Aug 2003 14:45:04 +0200
Subject: [rt-users] Huge memory leaks(httpd)
In-Reply-To: <3F30F2CC.7090105@acronis.ru>
References: <3F30F2CC.7090105@acronis.ru>
Message-ID: <20030806124504.GA17644@sv1.dev.de.cw.net>

On Wed, Aug 06, 2003, Ruslan U. Zakirov wrote:

> One httpd process get more and more memory and then memory end up.

Is there a large mail (large attachment) being sent to RT ?

> MaxRequestPerChild didn't help.

Setting MaxRequestPerChild to 1 will handle all memory leaks (but of
course it slows down apache). If you still run out of memory then
you simply do not have enough memory.

> Is it mod_perl related problem?

Apache growing is a mod_perl related problem.

> May be we need to go to FastCGI for some time?

This will only move to problem from apache to the fastcgi process.
The fastcgi process will grow was large and fast as the apache process
does now.

Greetings,
-- 
    ,eM""=.            a"-.                         Michael van Elst
   dWWMWM" -          :GM==;                        mlelstv at dev.de.cw.net
  :WWMWMw=--.          "W='  cable & wireless
   9WWMm==-.
    "-Wmw-"  CABLE & WIRELESS


From Rasmus.Brogger at uni-c.dk  Wed Aug  6 08:52:37 2003
From: Rasmus.Brogger at uni-c.dk (Rasmus =?iso-8859-1?Q?Br=F8gger?=)
Date: Wed, 6 Aug 2003 14:52:37 +0200
Subject: [rt-users] Where are the keywords in version 3.0.4?
In-Reply-To: <D73CCFBF1E148C4B93CF414942D0FC1A149EAC@pluto.ad.muxum.nl>
References: <D73CCFBF1E148C4B93CF414942D0FC1A149EAC@pluto.ad.muxum.nl>
Message-ID: <20030806125237.GK32225@balder.sektornet.dk>

On Wed, Aug 06, 2003 at 02:38:48PM +0200, Ronald Cornelissen wrote:
> In the online documentations stands the use of keywords for version 2
> (http://fsck.com/rtfm/article.html?id=4#149). I can't find this option in
> version 3.0.4.
> Where can I find this?
>  
> Ronald Cornelissen
> Muxum Data Communicatie B.V.
> Tel: +31-(0)73-624 98 00
> Fax +31-(0)73-624 98 01
> Mail to: R.Cornelissen at muxum.nl
> Website: www.muxum.nl <http://www.muxum.nl/> 
> Muxum, The Networks Optimizer!
>  

Its called Custom Fields now.

/rhb


From Michael.Liebman at mtvstaff.com  Wed Aug  6 08:54:31 2003
From: Michael.Liebman at mtvstaff.com (Liebman, Michael)
Date: Wed, 6 Aug 2003 08:54:31 -0400 
Subject: [rt-users] Where are the keywords in version 3.0.4?
Message-ID: <F5A19CDCBA60D31199E7009027AA458001E640DA@MTV_NOC>

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From cubic at acronis.ru  Wed Aug  6 08:57:57 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Wed, 06 Aug 2003 16:57:57 +0400
Subject: [rt-users] Huge memory leaks(httpd)
In-Reply-To: <20030806124504.GA17644@sv1.dev.de.cw.net>
References: <3F30F2CC.7090105@acronis.ru> <20030806124504.GA17644@sv1.dev.de.cw.net>
Message-ID: <3F30FB55.7060601@acronis.ru>

Michael van Elst wrote:

>On Wed, Aug 06, 2003, Ruslan U. Zakirov wrote:
>
>  
>
>>One httpd process get more and more memory and then memory end up.
>>    
>>
>
>Is there a large mail (large attachment) being sent to RT ?
>
    No. Not sure. Max attach size 16MB

>
>  
>
>>MaxRequestPerChild didn't help.
>>    
>>
>
>Setting MaxRequestPerChild to 1 will handle all memory leaks (but of
>course it slows down apache). If you still run out of memory then
>you simply do not have enough memory.
>
I'v sad didn't help. My current MaxRequestPerChild is 10.

>  
>
>>Is it mod_perl related problem?
>>    
>>
>
>Apache growing is a mod_perl related problem.
>
Only one process grow to 250MB. I know that mod_perl uses memory, but 
not 250 MB.

>  
>
>>May be we need to go to FastCGI for some time?
>>    
>>
>
>This will only move to problem from apache to the fastcgi process.
>The fastcgi process will grow was large and fast as the apache process
>does now.
>
Do you have same behavior of apache?

>
>Greetings,
>  
>




From ktirf at ringrows.ru  Wed Aug  6 09:05:44 2003
From: ktirf at ringrows.ru (Alexey Rusakov)
Date: Wed, 6 Aug 2003 17:05:44 +0400
Subject: [rt-users] Where are the keywords in version 3.0.4?
In-Reply-To: <D73CCFBF1E148C4B93CF414942D0FC1A149EAC@pluto.ad.muxum.nl>
References: <D73CCFBF1E148C4B93CF414942D0FC1A149EAC@pluto.ad.muxum.nl>
Message-ID: <20030806170544.741f9af6.ktirf@ringrows.ru>

On Wed, 6 Aug 2003 14:38:48 +0200
"Ronald Cornelissen" <R.Cornelissen at muxum.nl> wrote:

> In the online documentations stands the use of keywords for version 2
> (http://fsck.com/rtfm/article.html?id=4#149). I can't find this option in
> version 3.0.4.
> Where can I find this?
As far as I see, Custom Fields functionality replaces RT2 Keywords.

-- 
  Alexey Rusakov aka Ktirf
  RingRows OOO


From mlelstv at dev.de.cw.net  Wed Aug  6 09:30:36 2003
From: mlelstv at dev.de.cw.net (Michael van Elst)
Date: Wed, 6 Aug 2003 15:30:36 +0200
Subject: [rt-users] Huge memory leaks(httpd)
In-Reply-To: <3F30FB55.7060601@acronis.ru>
References: <3F30F2CC.7090105@acronis.ru> <20030806124504.GA17644@sv1.dev.de.cw.net> <3F30FB55.7060601@acronis.ru>
Message-ID: <20030806133036.GA20287@sv1.dev.de.cw.net>

On Wed, Aug 06, 2003, Ruslan U. Zakirov wrote:

>    No. Not sure. Max attach size 16MB

This is fairly large. Do you really use attachments that large ?

> Only one process grow to 250MB. I know that mod_perl uses memory, but 
> not 250 MB.

It's not mod_perl that uses memory but RT which is run by mod_perl.
Most comes from trying to handle unicode.

As an example, when I run the following script on my FreeBSD machine,
the perl interpreter first requires about 1.7MB, after reading the
kernel file (about 2.8MB) it grows to 7.7MB, after changing the
variable to unicode mode it grows to 17MB.

----- snip -----
sleep 5;
$x = `cat /kernel`;
sleep 10;
substr($x,0,1) = "\x{100}";
sleep 60;
----- snap -----

perl required about 5.5 times the size of the actual data. The
same (and worse) happens when RT handles a 16MB attachment. The
_best_ it could do would grow the process to about 90MB. But since
RT keeps a few copies of the message in memory it grows even larger.

Going to fastcgi doesn't change this, except that now its not
the apache process growing but the fastcgi process growing.

> Do you have same behavior of apache?

I would get this behaviour if I'd try to send a 16MB ticket to RT.

Greetings,
-- 
    ,eM""=.            a"-.                         Michael van Elst
   dWWMWM" -          :GM==;                        mlelstv at dev.de.cw.net
  :WWMWMw=--.          "W='  cable & wireless
   9WWMm==-.
    "-Wmw-"  CABLE & WIRELESS


From R.Cornelissen at muxum.nl  Wed Aug  6 10:07:19 2003
From: R.Cornelissen at muxum.nl (Ronald Cornelissen)
Date: Wed, 6 Aug 2003 16:07:19 +0200
Subject: [rt-users] disable translation
Message-ID: <D73CCFBF1E148C4B93CF414942D0FC1A149EAD@pluto.ad.muxum.nl>

How can the language standard set to English instead of auto detect the
language of the user?
In the Dutch language stands strange Dutch words which are not the right
translation for the English terms.
 
Ronald Cornelissen
Muxum Data Communicatie B.V.
Tel: +31-(0)73-624 98 00
Fax +31-(0)73-624 98 01
Mail to: R.Cornelissen at muxum.nl <mailto:R.Cornelissen at muxum.nl> 
Website: www.muxum.nl <http://www.muxum.nl/> 
Muxum, The Networks Optimizer!
 
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From joseph85750 at yahoo.com  Wed Aug  6 10:43:11 2003
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Wed, 6 Aug 2003 07:43:11 -0700 (PDT)
Subject: [rt-users] Custom templates question
In-Reply-To: <4A5211BE-C79E-11D7-B1EA-000393B2BB20@flothow.de>
Message-ID: <20030806144311.81379.qmail@web13113.mail.yahoo.com>

Sebastian:
  Your idea yielded an interesting result.  Now I see
the following in the body of my email:


RT::Ticket=HASH(0x9aff400)


Other ideas?

Thanks!

--- Sebastian Flothow <lists at flothow.de> wrote:
> Am Dienstag, den 5. August 2003, um 00:24, schrieb
> Joseph Spenner:
> > $Ticket
> 
> {$Ticket}
> 
> 
> 
> Sebastian
> 
> --
> Sebastian Flothow
> sebastian at flothow.de
> 

--- Joseph Spenner <joseph85750 at yahoo.com> wrote:
> I'm trying to create my own templates using RT
> 2.0.15.
>  From what I've read:
> 
> http://fsck.com/rtfm/article.html?id=5#228
> 
> I should be able to create a simple template (for
> example) for new tickets as follows:
> 
> ===beginning of my new ticket===
> A new ticket was created.  Here is the body:
> 
> $Ticket
> 
> ===end of my new ticket===
> 
> 
> But when the template is used, the "$Ticket" is not
> expanded.  Instead, I get $Ticket in the body.
> Is there something I'm missing?
> 
> Thanks!

__________________________________
Do you Yahoo!?
Yahoo! SiteBuilder - Free, easy-to-use web site design software
http://sitebuilder.yahoo.com


From cubic at acronis.ru  Wed Aug  6 11:09:32 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Wed, 06 Aug 2003 19:09:32 +0400
Subject: [rt-users] Huge memory leaks(httpd)
In-Reply-To: <20030806133036.GA20287@sv1.dev.de.cw.net>
References: <3F30F2CC.7090105@acronis.ru> <20030806124504.GA17644@sv1.dev.de.cw.net> <3F30FB55.7060601@acronis.ru> <20030806133036.GA20287@sv1.dev.de.cw.net>
Message-ID: <3F311A2C.4020308@acronis.ru>

Michael van Elst wrote:

>On Wed, Aug 06, 2003, Ruslan U. Zakirov wrote:
>
>  
>
>>   No. Not sure. Max attach size 16MB
>>    
>>
>
>This is fairly large. Do you really use attachments that large ?
>
Additional info on problem:
Now we have in mqueue letter 5MB
When rt-mailgate starts it eat ~70MB of memory with this mail.
Apache size become ~250M and rss ~125M,
but rt-mailgate return EX_TEMPFAIL
Questions:
    1) Why rt-mailgate uses so much memory? Does it convert encodings?
    2) If mail size 5MB Base64 encoded(orig mail enc is ISO-8895-1) then 
what size of data will be inserted in mySQL?
    3.1) $MaxAttachmentSize - it's UTF-8 Encoded or Base64 or original size?
    3.2) Should $MaxAttachmentSize(RT) be equal to 
max_allowed_packet(mySQL)?
Best regards. Ruslan.



From awahlfeldt at subshell.com  Wed Aug  6 11:40:28 2003
From: awahlfeldt at subshell.com (Andreas Wahlfeldt)
Date: Wed, 6 Aug 2003 17:40:28 +0200
Subject: [rt-users] Custom templates question
References: <20030806144502.31502.1618.Mailman@pallas.eruditorum.org>
Message-ID: <066301c35c31$0ffe1ad0$0f00000a@bernoulli>

hi joseph,

{$Transaction->Content()}

at least in RT2, probably the same in the RT3 branch.

cu
andreas

> Message: 9
> Date: Wed, 6 Aug 2003 07:43:11 -0700 (PDT)
> From: Joseph Spenner <joseph85750 at yahoo.com>
> Subject: Re: [rt-users] Custom templates question
> To: rt-users at lists.fsck.com
> 
> Sebastian:
>   Your idea yielded an interesting result.  Now I see
> the following in the body of my email:
> 
> 
> RT::Ticket=HASH(0x9aff400)
> 
> 
> Other ideas?
> 
> Thanks!
> 



From freebsd at coal.sentex.ca  Wed Aug  6 11:42:10 2003
From: freebsd at coal.sentex.ca (freebsd at coal.sentex.ca)
Date: Wed, 6 Aug 2003 11:42:10 -0400
Subject: [rt-users] Taking a ticket kills search 'history'?
In-Reply-To: <mailman.1060122061.78771.rt-users-l@lists.sentex.ca>
References: <mailman.1060122061.78771.rt-users-l@lists.sentex.ca>
Message-ID: <20030806154210.GL801@sentex.net>

Thus spake freebsd at coal.sentex.ca (freebsd at coal.sentex.ca) [05/08/03 18:20]:
> I've noticed that sometimes, I'll lose the search 'history' (the 'First',
> 'Previous', 'Next', and 'Last' links in the Tabs) once I take a ticket.  Has
> anyone else noticed this?

Okay, a little more clearly now...

If changing the current ticket means that it no longer matches the original
search parameters, /then/ the search navigation menu is lost.  This is a
right PITA, and is different from how RT2 did searching.

I don't even know where to start looking for this to change it back, so I'll
just leave it alone.


From cubic at acronis.ru  Wed Aug  6 11:52:09 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Wed, 06 Aug 2003 19:52:09 +0400
Subject: [rt-users] Indicies to add to RT3
In-Reply-To: <1060116744.16298.27.camel@mattswrk.cbd.careercast.com>
References: <1060116744.16298.27.camel@mattswrk.cbd.careercast.com>
Message-ID: <3F312429.3080309@acronis.ru>

          Hello.
I've configured mysql to log slow queries and now get rid from one with:
create index CacheMemId on CachedGroupMembers(MemberId);
This table has ~190000 rows in our DB and sometimes RT do next request:
select distinct * from CachedGroupMembers where MemberId = ?;

And most freaquently report is
select get_lock('Apache-Session....',3600);
it takes about 11-40 sec from time to time.
I don't know how speed it up. Any ideas?

Another slow:
SELECT DISTINCT main.* FROM Groups main, Principals Principals_1, ACL ACL_2
WHERE ((ACL_2.RightName = 'OwnTicket') OR (ACL_2.RightName = 
'SuperUser')) AND
        ((ACL_2.PrincipalId = Principals_1.id AND ACL_2.PrincipalType = 
'Group' AND
               (main.Domain = 'SystemInternal' OR main.Domain = 
'UserDefined' OR main.Domain = 'ACLEquivalence') AND
                     main.id = Principals_1.id )
        OR (((main.Domain = 'RT::Queue-Role' AND main.Instance = 8) OR
               (main.Domain = 'RT::Ticket-Role' AND main.Instance = 
13462)) AND
               main.Type = ACL_2.PrincipalType AND main.id = 
Principals_1.id)) AND
        (ACL_2.ObjectType = 'RT::System'  OR (ACL_2.ObjectType = 
'RT::Queue' AND ACL_2.ObjectId = 8))
ORDER BY main.Name ASC;
Don't look at it optimization yet.

Matt Simonsen wrote:

>I'm hoping some people will share the indexes they've added to make
>their install of RT3 run faster.
>
>I'll start: In order to speed searches on custom fields we just added an
>index to the TicketCustomFieldValues table. This made the search time go
>from over 10 minutes to under half a second. We have 8500 tickets and
>12,500 TicketCustomFieldValues.
>
>The command I used was: 'alter table TicketCustomFieldValues add index
>(Ticket);'
>
>Matt Simonsen
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.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 mlelstv at dev.de.cw.net  Wed Aug  6 12:02:57 2003
From: mlelstv at dev.de.cw.net (Michael van Elst)
Date: Wed, 6 Aug 2003 18:02:57 +0200
Subject: [rt-users] Huge memory leaks(httpd)
In-Reply-To: <3F311A2C.4020308@acronis.ru>
References: <3F30F2CC.7090105@acronis.ru> <20030806124504.GA17644@sv1.dev.de.cw.net> <3F30FB55.7060601@acronis.ru> <20030806133036.GA20287@sv1.dev.de.cw.net> <3F311A2C.4020308@acronis.ru>
Message-ID: <20030806160256.GA27894@sv1.dev.de.cw.net>

On Wed, Aug 06, 2003, Ruslan U. Zakirov wrote:

> Questions:
>    1) Why rt-mailgate uses so much memory? Does it convert encodings?

rt-mailgate sends the raw mail via HTTP to the webserver, to do this
it has to convert it to the 'application/x-www-form-urlencoded' format.

I had a glance at the LWP modules that do this and these keep at least
6 copies of the mail in memory plus 2 copies of the converted string,
which is slightly larger. But seeing that rt-mailgate grew to 14 times
the size of the mail, as you wrote, I have probably overlooked a few
copies.


>    2) If mail size 5MB Base64 encoded(orig mail enc is ISO-8895-1) then 
> what size of data will be inserted in mySQL?

Depends. The base64 encoded part will be decoded and shrink, if it
is text inside it will be converted to UTF8 and grow slightly (depending
on the number of non-ASCII characters). If it's all non-ASCII characters
it could double in size.

But I doubt that you have 5MB _text_. It's probably more like 5MB _data_
which is therefore stored in about 3.75MB.

With Postgres the situation is worse as everything is again Base64 converted
if there is a single '\0'-Byte in the data.


>    3.1) $MaxAttachmentSize - it's UTF-8 Encoded or Base64 or original size?

AFAIK it is the size of the attachment, i.e. Base64 if the mail is
Base64 encoded.

>    3.2) Should $MaxAttachmentSize(RT) be equal to 
> max_allowed_packet(mySQL)?

Regarding MySQL, yes. I am not sure if "exactly equal" works, so I would
take the safe road and set it slightly smaller to avoid overflows.

Seeing the above issues of RT handling huge mails, I would set it much
smaller. But that depends on your requirements, if you absolutely must
handle such huge mails with RT then you have no other choice.

Greetings,
-- 
    ,eM""=.            a"-.                         Michael van Elst
   dWWMWM" -          :GM==;                        mlelstv at dev.de.cw.net
  :WWMWMw=--.          "W='  cable & wireless
   9WWMm==-.
    "-Wmw-"  CABLE & WIRELESS


From joseph85750 at yahoo.com  Wed Aug  6 12:33:15 2003
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Wed, 6 Aug 2003 09:33:15 -0700 (PDT)
Subject: [rt-users] Custom templates question
In-Reply-To: <066301c35c31$0ffe1ad0$0f00000a@bernoulli>
Message-ID: <20030806163315.27374.qmail@web13103.mail.yahoo.com>

Andreas:
  That did the trick.  Thanks for the help!  Greatly
appreciated!


--- Andreas Wahlfeldt <awahlfeldt at subshell.com> wrote:
> hi joseph,
> 
> {$Transaction->Content()}
> 
> at least in RT2, probably the same in the RT3
> branch.
> 
> cu
> andreas
> 
> > Message: 9
> > Date: Wed, 6 Aug 2003 07:43:11 -0700 (PDT)
> > From: Joseph Spenner <joseph85750 at yahoo.com>
> > Subject: Re: [rt-users] Custom templates question
> > To: rt-users at lists.fsck.com
> > 
> > Sebastian:
> >   Your idea yielded an interesting result.  Now I
> see
> > the following in the body of my email:
> > 
> > 
> > RT::Ticket=HASH(0x9aff400)
> > 
> > 
> > Other ideas?
> > 
> > Thanks!
> > 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm


__________________________________
Do you Yahoo!?
Yahoo! SiteBuilder - Free, easy-to-use web site design software
http://sitebuilder.yahoo.com


From jesse at bestpractical.com  Wed Aug  6 13:06:25 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 6 Aug 2003 13:06:25 -0400
Subject: [rt-users] disable translation
In-Reply-To: <D73CCFBF1E148C4B93CF414942D0FC1A149EAD@pluto.ad.muxum.nl>
References: <D73CCFBF1E148C4B93CF414942D0FC1A149EAD@pluto.ad.muxum.nl>
Message-ID: <20030806170625.GD19183@fsck.com>

Set @LexiconLanguages to only 'en' in RT_SiteConfig.pm. But even better
would be a patch to fix up the dutch translation.

	Best,
	Jesse


On Wed, Aug 06, 2003 at 04:07:19PM +0200, Ronald Cornelissen wrote:
> How can the language standard set to English instead of auto detect the
> language of the user?
> In the Dutch language stands strange Dutch words which are not the right
> translation for the English terms.
>  
> Ronald Cornelissen
> Muxum Data Communicatie B.V.
> Tel: +31-(0)73-624 98 00
> Fax +31-(0)73-624 98 01
> Mail to: R.Cornelissen at muxum.nl <mailto:R.Cornelissen at muxum.nl> 
> Website: www.muxum.nl <http://www.muxum.nl/> 
> Muxum, The Networks Optimizer!
>  

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


From jesse at bestpractical.com  Wed Aug  6 13:07:38 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 6 Aug 2003 13:07:38 -0400
Subject: [rt-users] Taking a ticket kills search 'history'?
In-Reply-To: <20030806154210.GL801@sentex.net>
References: <mailman.1060122061.78771.rt-users-l@lists.sentex.ca> <20030806154210.GL801@sentex.net>
Message-ID: <20030806170738.GE19183@fsck.com>



On Wed, Aug 06, 2003 at 11:42:10AM -0400, freebsd at coal.sentex.ca wrote:
> Thus spake freebsd at coal.sentex.ca (freebsd at coal.sentex.ca) [05/08/03 18:20]:
> > I've noticed that sometimes, I'll lose the search 'history' (the 'First',
> > 'Previous', 'Next', and 'Last' links in the Tabs) once I take a ticket.  Has
> > anyone else noticed this?
> 
> Okay, a little more clearly now...
> 
> If changing the current ticket means that it no longer matches the original
> search parameters, /then/ the search navigation menu is lost.  This is a
> right PITA, and is different from how RT2 did searching.

Ah. ok. that makes sense. And is definitely a bug. Thank you for
tracking it down. That's enough information to figure out how to fix it,
I suspect.

	Jesse

> 
> I don't even know where to start looking for this to change it back, so I'll
> just leave it alone.
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 sgummadi at osi-tech.com  Wed Aug  6 15:26:37 2003
From: sgummadi at osi-tech.com (sgummadi)
Date: Thu, 7 Aug 2003 00:56:37 +0530
Subject: [rt-users] remove 
Message-ID: <20030806192610.M86392@osi-tech.com>



From jesse at bestpractical.com  Wed Aug  6 15:28:24 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 6 Aug 2003 15:28:24 -0400
Subject: [ADMIN] Re: [rt-users] remove
In-Reply-To: <20030806192610.M86392@osi-tech.com>
References: <20030806192610.M86392@osi-tech.com>
Message-ID: <20030806192824.GK19183@fsck.com>

Sending mail to a mailing list is NEVER the right way to get yourself
off of a list. About a week ago, you should have received a piece of
email with your list password and a URL that you can visit to
unsubscribe from the list.

	http://lists.fsck.com/mailman/listinfo/rt-users

ought to get you there.  If, for some reason that doesn't work, please
send a polite message to rt-users-owner at lists.fsck.com asking to be
removed and explaining why you can't do it yourself.


On Thu, Aug 07, 2003 at 12:56:37AM +0530, sgummadi wrote:
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

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


From matt_lists at careercast.com  Wed Aug  6 15:45:28 2003
From: matt_lists at careercast.com (Matt Simonsen)
Date: 06 Aug 2003 12:45:28 -0700
Subject: [rt-users] Indicies to add to RT3
In-Reply-To: <1060116744.16298.27.camel@mattswrk.cbd.careercast.com>
References: <1060116744.16298.27.camel@mattswrk.cbd.careercast.com>
Message-ID: <1060199128.19124.73.camel@mattswrk.cbd.careercast.com>

On Tue, 2003-08-05 at 13:52, Matt Simonsen wrote:
> I'm hoping some people will share the indexes they've added to make
> their install of RT3 run faster.

Hmmm. No response.

So, either:

#1: This is a dumb/bad question. If so, please somebody at least tell me
why. I don't think this is the case, there's a few posts about indexes
for RT2, many saying for better speed in RT3 to optimize indexes. There
are, unfortunately, very few follow-up responses from from list members
saying what they did to fix the problem or posts from helpers on exactly
what they've done to tune their systems. I think both would be helpful.

#2. There are no other indexes other than the one I've mentioned which
would be helpful, thus no answers.

#3: People don't want to share? I'd hate to believe this is the case.
Not when Jesse has so freely given his work to the community.

#4: People don't think their indexes are helpful for others and don't
want to pollute the list. I believe they would be -- there's a lot of
people using RT, probably most of them searching the archives and on
this list. I'd suspect many would like better performance and would have
a need for the indexes others have created.

Really, if you have indexes that greatly helped system performace,
please at least email them to me off list -- I'd be happy to verify that
it helps and compile a list to be posted to the list.

Matt



From jesse at bestpractical.com  Wed Aug  6 15:54:18 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 6 Aug 2003 15:54:18 -0400
Subject: [rt-users] Indicies to add to RT3
In-Reply-To: <1060199128.19124.73.camel@mattswrk.cbd.careercast.com>
References: <1060116744.16298.27.camel@mattswrk.cbd.careercast.com> <1060199128.19124.73.camel@mattswrk.cbd.careercast.com>
Message-ID: <20030806195418.GN19183@fsck.com>


> Hmmm. No response.
> 
> So, either:
> 
> #1: This is a dumb/bad question. If so, please somebody at least tell me
> why. I don't think this is the case, there's a few posts about indexes
> for RT2, many saying for better speed in RT3 to optimize indexes. There
> are, unfortunately, very few follow-up responses from from list members
> saying what they did to fix the problem or posts from helpers on exactly
> what they've done to tune their systems. I think both would be helpful.

It's a good question. And I've got your recommended index queued for
insertion into a future version. There was another message sometime in
the past month with a couple recommended indices. also in the RT queue
somewhere.

 
> #2. There are no other indexes other than the one I've mentioned which
> would be helpful, thus no answers.

I don't believe this to be the case.

> #3: People don't want to share? I'd hate to believe this is the case.
> Not when Jesse has so freely given his work to the community.
>
> #4: People don't think their indexes are helpful for others and don't
> want to pollute the list. I believe they would be -- there's a lot of
> people using RT, probably most of them searching the archives and on
> this list. I'd suspect many would like better performance and would have
> a need for the indexes others have created.


> Really, if you have indexes that greatly helped system performace,
> please at least email them to me off list -- I'd be happy to verify that
> it helps and compile a list to be posted to the list.

Thanks! Please send the summary to rt-bugs ( at ) fsck.com as well.

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

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


From aturner at netscreen.com  Wed Aug  6 16:16:20 2003
From: aturner at netscreen.com (Aaron Turner)
Date: Wed, 6 Aug 2003 13:16:20 -0700
Subject: [rt-users] Indicies to add to RT3
In-Reply-To: <1060199128.19124.73.camel@mattswrk.cbd.careercast.com>
References: <1060116744.16298.27.camel@mattswrk.cbd.careercast.com> <1060199128.19124.73.camel@mattswrk.cbd.careercast.com>
Message-ID: <20030806201620.GD1192@netscreen.com>

First, let me say I haven't tweeked my RT indexes at all (v2 or v3).  I
haven't even once looked into it.  I however have had very good luck 
using MySQL's EXPLAIN command to tune the indexes for other DB's.  
You'll also want to read the MySQL docs on the subject:

http://www.mysql.com/documentation/mysql/bychapter/manual_MySQL_Optimisation.html#Query_Speed

What I do is tail the mysqld.log file and find out which queries are
taking a long time, and then run them through EXPLAIN and then tweak the
indexes accordingly.  When you do your part and assuming the queries are
well written you can get a really nice boost.  Note that logical OR's 
are performance killers with MySQL since they're completely
non-optimized, you're far better off using:
AND [NOT] IN (really long list of primary keys)

Wether RT uses OR's or not I have no clue, but figured I'd point that
out.

Hope that helps.

On Wed, Aug 06, 2003 at 12:45:28PM -0700, Matt Simonsen wrote:
> On Tue, 2003-08-05 at 13:52, Matt Simonsen wrote:
> > I'm hoping some people will share the indexes they've added to make
> > their install of RT3 run faster.
> 
> Hmmm. No response.
> 
> So, either:
> 
> #1: This is a dumb/bad question. If so, please somebody at least tell me
> why. I don't think this is the case, there's a few posts about indexes
> for RT2, many saying for better speed in RT3 to optimize indexes. There
> are, unfortunately, very few follow-up responses from from list members
> saying what they did to fix the problem or posts from helpers on exactly
> what they've done to tune their systems. I think both would be helpful.
> 
> #2. There are no other indexes other than the one I've mentioned which
> would be helpful, thus no answers.
> 
> #3: People don't want to share? I'd hate to believe this is the case.
> Not when Jesse has so freely given his work to the community.
> 
> #4: People don't think their indexes are helpful for others and don't
> want to pollute the list. I believe they would be -- there's a lot of
> people using RT, probably most of them searching the archives and on
> this list. I'd suspect many would like better performance and would have
> a need for the indexes others have created.
> 
> Really, if you have indexes that greatly helped system performace,
> please at least email them to me off list -- I'd be happy to verify that
> it helps and compile a list to be posted to the list.
> 
> Matt
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From matt_lists at careercast.com  Wed Aug  6 16:40:49 2003
From: matt_lists at careercast.com (Matt Simonsen)
Date: 06 Aug 2003 13:40:49 -0700
Subject: [rt-users] Indicies to add to RT3
In-Reply-To: <20030806201620.GD1192@netscreen.com>
References: <1060116744.16298.27.camel@mattswrk.cbd.careercast.com>
	 <1060199128.19124.73.camel@mattswrk.cbd.careercast.com>
	 <20030806201620.GD1192@netscreen.com>
Message-ID: <1060202449.19124.115.camel@mattswrk.cbd.careercast.com>

On Wed, 2003-08-06 at 13:16, Aaron Turner wrote:
> What I do is tail the mysqld.log file and find out which queries are
> taking a long time, and then run them through EXPLAIN and then tweak the
> indexes accordingly. 

The point of this email is to get the community to share what they've
already done and thus not have 100 people all researching how to make RT
faster on their, therefore own duplicating work.

But thanks for the tips. This process is very close to what I did in
narrowing down where the bottleneck was. From there I got a tip in the
archives of the list that pointed me in the correct direction. So, I can
vouch for the process -- it helped a lot with solving my issue.

Matt



From freebsd at coal.sentex.ca  Wed Aug  6 17:20:01 2003
From: freebsd at coal.sentex.ca (freebsd at coal.sentex.ca)
Date: Wed, 6 Aug 2003 17:20:01 -0400
Subject: [rt-users] Ticket replies bringing up wrong attachments?
Message-ID: <20030806212001.GX801@sentex.net>

It was just brought to my attention that very infrequently, when a user
replies to a ticket in the Web interface, the /wrong/ attachment is used.

i.e. A customer (we're an ISP) submits a ticket to support at sentex.net.  One
of our CSRs takes the ticket, hits reply, types his reply, and hits Submit.
Unfortunately, the quoted body is from the /wrong/ ticket.

I'm not sure if this goes back to an rt2-to-rt3 problem (we used 1.14, I
think).

I also don't know what I'm looking for in the database.  The ticket that
wrongly quoted was 39233, and the ticket that had its content quoted was
33658.

39233 is a MIME message, with a text/plain and a text/html attachment.  I
can reliably hit 'Reply' on the /first/ attachment on the web interface, and
always bring up the /second/ attachment from 33658.

Help?  Please?  Even pointers as to what to look for in the database (MySQL
4.x) would help me.


From jesse at bestpractical.com  Wed Aug  6 17:25:21 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 6 Aug 2003 17:25:21 -0400
Subject: [rt-users] Ticket replies bringing up wrong attachments?
In-Reply-To: <20030806212001.GX801@sentex.net>
References: <20030806212001.GX801@sentex.net>
Message-ID: <20030806212521.GR19183@fsck.com>

Did you upgrade from RT2? If so, with which rev of the importer?


On Wed, Aug 06, 2003 at 05:20:01PM -0400, freebsd at coal.sentex.ca wrote:
> It was just brought to my attention that very infrequently, when a user
> replies to a ticket in the Web interface, the /wrong/ attachment is used.
> 
> i.e. A customer (we're an ISP) submits a ticket to support at sentex.net.  One
> of our CSRs takes the ticket, hits reply, types his reply, and hits Submit.
> Unfortunately, the quoted body is from the /wrong/ ticket.
> 
> I'm not sure if this goes back to an rt2-to-rt3 problem (we used 1.14, I
> think).
> 
> I also don't know what I'm looking for in the database.  The ticket that
> wrongly quoted was 39233, and the ticket that had its content quoted was
> 33658.
> 
> 39233 is a MIME message, with a text/plain and a text/html attachment.  I
> can reliably hit 'Reply' on the /first/ attachment on the web interface, and
> always bring up the /second/ attachment from 33658.
> 
> Help?  Please?  Even pointers as to what to look for in the database (MySQL
> 4.x) would help me.
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 freebsd at coal.sentex.ca  Wed Aug  6 17:27:54 2003
From: freebsd at coal.sentex.ca (freebsd at coal.sentex.ca)
Date: Wed, 6 Aug 2003 17:27:54 -0400
Subject: [rt-users] Ticket replies bringing up wrong attachments?
In-Reply-To: <Eu4yeB.A.QYE.GJXM_@coal.sentex.ca>
References: <20030806212001.GX801@sentex.net> <Eu4yeB.A.QYE.GJXM_@coal.sentex.ca>
Message-ID: <20030806212754.GZ801@sentex.net>

Thus spake Jesse Vincent (jesse at bestpractical.com) [06/08/03 17:26]:
> Did you upgrade from RT2? If so, with which rev of the importer?

Yes.  My original post was wrong, it was actually 1.13.


From sean.perry at intransa.com  Wed Aug  6 18:22:32 2003
From: sean.perry at intransa.com (Sean Perry)
Date: Wed, 06 Aug 2003 15:22:32 -0700
Subject: [rt-users] auto-incremented user id is incrementing wildly
Message-ID: <3F317FA8.2000600@intransa.com>

I noticed this shortly after installing RT and forgot about it.  Today's 
talk of SQL optimization had me looking at the database again.

mysql> select id from Users;
+-----+
| id  |
+-----+
|   1 |
|  10 |
|  12 |
|  22 |
|  45 |
|  60 |
| 162 |
| 224 |
| 246 |
| 280 |
| 298 |
| 324 |
| 330 |
| 396 |
| 398 |
| 400 |
| 406 |
| 412 |
| 414 |
| 416 |
| 418 |
| 420 |
| 422 |
| 440 |
| 446 |
| 460 |
| 470 |
+-----+
27 rows in set (0.00 sec)

According to show table status, the next id will be 471.

I have not deleted any users by hand.  Around the jump from 60 to 160 I 
moved from mysql 3 to mysql 4.  This started as rt 3.0.3 and is now rt 
3.0.4 and the move also coincides with the 60 -> 160 jump.  However, you 
will note that even before then the numbers bounced around a bit.




From ahorn at deorth.org  Wed Aug  6 18:27:46 2003
From: ahorn at deorth.org (ahorn at deorth.org)
Date: Wed, 6 Aug 2003 15:27:46 -0700 (PDT)
Subject: [rt-users] handling escalation.
Message-ID: <Pine.NEB.4.44.0308061527060.7177-100000@slick.sigje.org>

How do people handle auto escalation of tickets after a set period of
time. Is there anything in RT with granularity for doing this ? I'm using
2.0.15.

Cheers,

Al





From japh at cat.afraid.org  Wed Aug  6 18:50:34 2003
From: japh at cat.afraid.org (Paulo Pinto)
Date: Wed, 06 Aug 2003 23:50:34 +0100
Subject: [rt-users] NotifyNewQueue ?
Message-ID: <200308062350340579.06022448@192.168.0.1>

Hi all.

Although I'm still struggling to upgrade my 2.0.15 instalation to 3.0.x version, I need to keep the "older" version up and running meanwhile..

Now, the issue.

I need to send a notification to all elements of a group whenever there is a "new" ticket on "their" queue:

If it is a new ticket, directly opened in their queue, a simple "oncreate notify all watchers with template newticket" does the trick (all queue users are "CCs" of the queue). Don't argue, it works :)
The problem is when the ticket comes from another queue. 
I already have the "OnQueueChange" scripcondition (from the fsck.com contrib).... but afaik, if I do something like "onqueuechange notify all watchers with template newticket", I'll notify the "Old" queue, not the new one, right ?

How do I notify the "new" queue ? Is there any "NotifyNewQueue" scripaction available ?

Thanks in advance,

Paulo Pinto

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From wright at smx.pair.com  Wed Aug  6 18:53:54 2003
From: wright at smx.pair.com (Dan Wright)
Date: Wed, 6 Aug 2003 18:53:54 -0400 (EDT)
Subject: [rt-users] Email aliases
Message-ID: <Pine.BSF.4.30.0308061849380.48729-100000@smx.pair.com>

Hi,

  Is there any way to tell rt that a group of email addresses are all really the
same user?  For example, I want email from Jim at Smith.org and
JSmith123 at hotmail.com to both be recognized as email from user JSmith in rt.

  Alternatively, is there any way to tell rt that a group of domains are all
equivalent?  For example, mail from anyuser at foo.com is the same as mail from
anyuser at mail.foo.com?

  I suppose I could write a filter to alter the email headers before they make
their way into rt, but I was hoping that maybe somebody else has already come up
with a better solution for this.

Thanks,
-Dan



From sean.perry at intransa.com  Wed Aug  6 19:03:29 2003
From: sean.perry at intransa.com (Sean Perry)
Date: Wed, 06 Aug 2003 16:03:29 -0700
Subject: [rt-users] Email aliases
In-Reply-To: <Pine.BSF.4.30.0308061849380.48729-100000@smx.pair.com>
References: <Pine.BSF.4.30.0308061849380.48729-100000@smx.pair.com>
Message-ID: <3F318941.40600@intransa.com>

Dan Wright wrote:

>Hi,
>
>  Is there any way to tell rt that a group of email addresses are all really the
>same user?  For example, I want email from Jim at Smith.org and
>JSmith123 at hotmail.com to both be recognized as email from user JSmith in rt.
>
>  Alternatively, is there any way to tell rt that a group of domains are all
>equivalent?  For example, mail from anyuser at foo.com is the same as mail from
>anyuser at mail.foo.com?
>  
>

on a somewhat related note, is there a way to block auto user creation 
for certain domains? or only allow for certain domains?  People have 
added random at someother.com as cc's to tickets when I only want 
users at outdomain.com to work.




From Rasmus.Brogger at uni-c.dk  Wed Aug  6 19:15:22 2003
From: Rasmus.Brogger at uni-c.dk (Rasmus =?iso-8859-1?Q?Br=F8gger?=)
Date: Thu, 7 Aug 2003 01:15:22 +0200
Subject: [rt-users] Email aliases
In-Reply-To: <3F318941.40600@intransa.com>
References: <Pine.BSF.4.30.0308061849380.48729-100000@smx.pair.com> <3F318941.40600@intransa.com>
Message-ID: <20030806231522.GA4798@balder.sektornet.dk>

On Wed, Aug 06, 2003 at 04:03:29PM -0700, Sean Perry wrote:
> Dan Wright wrote:
> 
> >Hi,
> >
> > Is there any way to tell rt that a group of email addresses are all 
> > really the
> >same user?  For example, I want email from Jim at Smith.org and
> >JSmith123 at hotmail.com to both be recognized as email from user JSmith in 
> >rt.
> >
> > Alternatively, is there any way to tell rt that a group of domains are all
> >equivalent?  For example, mail from anyuser at foo.com is the same as mail 
> >from
> >anyuser at mail.foo.com?
> > 
> >
> 
> on a somewhat related note, is there a way to block auto user creation 
> for certain domains? or only allow for certain domains?  People have 
> added random at someother.com as cc's to tickets when I only want 
> users at outdomain.com to work.
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

You can do both in your MTA. I would preformat/change an email address
before it touches RT. Postfix has a UCE feature which can trigger a
rewrite rule.

And block is quite easy :)

/rhb


From freebsd at coal.sentex.ca  Wed Aug  6 19:32:23 2003
From: freebsd at coal.sentex.ca (freebsd at coal.sentex.ca)
Date: Wed, 6 Aug 2003 19:32:23 -0400
Subject: [rt-users] Ticket replies bringing up wrong attachments?
In-Reply-To: <20030806212754.GZ801@sentex.net>
References: <20030806212001.GX801@sentex.net> <Eu4yeB.A.QYE.GJXM_@coal.sentex.ca> <20030806212754.GZ801@sentex.net>
Message-ID: <20030806233223.GF801@sentex.net>

Thus spake freebsd at coal.sentex.ca (freebsd at coal.sentex.ca) [06/08/03 17:27]:
> Thus spake Jesse Vincent (jesse at bestpractical.com) [06/08/03 17:26]:
> > Did you upgrade from RT2? If so, with which rev of the importer?
> 
> Yes.  My original post was wrong, it was actually 1.13.

Some more information...

We have two cases where this happens.  One is 39165->33582, the other is
39233->33658.  In both cases, the problematic ticket was created after the
migration, and refers to a ticket that was created before the migration.

I have not been able to find any other commonalities between the two sets of
tickets.


From freebsd at coal.sentex.ca  Wed Aug  6 19:45:28 2003
From: freebsd at coal.sentex.ca (freebsd at coal.sentex.ca)
Date: Wed, 6 Aug 2003 19:45:28 -0400
Subject: [rt-users] Ticket replies bringing up wrong attachments?
In-Reply-To: <20030806233223.GF801@sentex.net>
References: <20030806212001.GX801@sentex.net> <Eu4yeB.A.QYE.GJXM_@coal.sentex.ca> <20030806212754.GZ801@sentex.net> <20030806233223.GF801@sentex.net>
Message-ID: <20030806234528.GI801@sentex.net>

Thus spake freebsd at coal.sentex.ca (freebsd at coal.sentex.ca) [06/08/03 19:32]:
> We have two cases where this happens.  One is 39165->33582, the other is
> 39233->33658.  In both cases, the problematic ticket was created after the
> migration, and refers to a ticket that was created before the migration.
> 
> I have not been able to find any other commonalities between the two sets of
> tickets.

I just found one more pair -- 38989->33441.  This one's a little more
obtuse...

A comment was made in the middle of ticket 38989 that brough up the initial
correspondance from 33441.  The quoting line (the portion between []'s)
actually has the right username (i.e. the username of the portion that
/should/ have been quoted from 38989) and timestamp, but the incorrect
quoted text -- that from 33441.

Again, any pointers, suggestions, or requests for information?  Is this a
(now) known problem with the 1.13 importer, and are we just SOL?


From lcs at MIT.EDU  Wed Aug  6 21:29:31 2003
From: lcs at MIT.EDU (Larry Stone)
Date: Wed, 6 Aug 2003 21:29:31 EDT
Subject: [rt-users] How to set "Global" privs in RTFM?
Message-ID: <CMM.0.90.4.1060219771.lcs@defiant.mit.edu>

Maybe I'm being dense, but there doesn't seem to be any way
to set "global" privileges within RTFM.  For example, the AdminClass privilege
on the object $RT::FM::System (i.e. global) is required to create
a new class.  Likewise for custom fields.

I can get around this by giving users the SuperUser privilege to admin
RTFM, but that seems...unfortunate.  Since we're just exploring RTFM here
on a test/demo instance, it's not a real problem, however.

The environment:
RTFM 2.0RC2, RT 3.0.5pre3, fastcgi, apache 1.3.27, solaris 8, perl 5.8, X11

Any ideas?

    thanks,

      -- Larry



From Stewart.James at vu.edu.au  Wed Aug  6 21:30:38 2003
From: Stewart.James at vu.edu.au (Stewart James)
Date: 07 Aug 2003 11:30:38 +1000
Subject: [rt-users] Work Flows
Message-ID: <1060219837.31318.9.camel@rave.its.vu.edu.au>

Hi all,

I meet be a bit off here, but I could have sworn I saw a mention
somewhere of someone (company or person) working on an interface so that
work flow's could be created really easily.

I am sure I am going nuts or maybe really saw it on another list as a
search of the archives did not find me anything.

If anyone else remebers this (or wants to own up to doing it) could you
send me the URL mentioned in the post.

I have a presentation to give on RT in a few days and really would like
to mention this add-on if it actually exists.

Thanks,

Stewart



From jesse at bestpractical.com  Wed Aug  6 21:44:51 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 6 Aug 2003 21:44:51 -0400
Subject: [rt-users] auto-incremented user id is incrementing wildly
In-Reply-To: <3F317FA8.2000600@intransa.com>
References: <3F317FA8.2000600@intransa.com>
Message-ID: <20030807014451.GU19183@fsck.com>

User ids and group ids are both fed by the primary key sequence from
Principals. There's nothing wrong.


On Wed, Aug 06, 2003 at 03:22:32PM -0700, Sean Perry wrote:
> I noticed this shortly after installing RT and forgot about it.  Today's 
> talk of SQL optimization had me looking at the database again.
> 
> mysql> select id from Users;
> +-----+
> | id  |
> +-----+
> |   1 |
> |  10 |
> |  12 |
> |  22 |
> |  45 |
> |  60 |
> | 162 |
> | 224 |
> | 246 |
> | 280 |
> | 298 |
> | 324 |
> | 330 |
> | 396 |
> | 398 |
> | 400 |
> | 406 |
> | 412 |
> | 414 |
> | 416 |
> | 418 |
> | 420 |
> | 422 |
> | 440 |
> | 446 |
> | 460 |
> | 470 |
> +-----+
> 27 rows in set (0.00 sec)
> 
> According to show table status, the next id will be 471.
> 
> I have not deleted any users by hand.  Around the jump from 60 to 160 I 
> moved from mysql 3 to mysql 4.  This started as rt 3.0.3 and is now rt 
> 3.0.4 and the move also coincides with the 60 -> 160 jump.  However, you 
> will note that even before then the numbers bounced around a bit.
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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  Wed Aug  6 21:50:09 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 6 Aug 2003 21:50:09 -0400
Subject: [rt-users] Ticket replies bringing up wrong attachments?
In-Reply-To: <20030806233223.GF801@sentex.net>
References: <20030806212001.GX801@sentex.net> <Eu4yeB.A.QYE.GJXM_@coal.sentex.ca> <20030806212754.GZ801@sentex.net> <20030806233223.GF801@sentex.net>
Message-ID: <20030807015009.GW19183@fsck.com>

Known bug. Fixed in more recent importers. A first-cut tool to attempt
to fix it for an existing imported database is at: 

http://rt3.fsck.com/Ticket/Display.html?id=2709

login as guest/guest


On Wed, Aug 06, 2003 at 07:32:23PM -0400, freebsd at coal.sentex.ca wrote:
> Thus spake freebsd at coal.sentex.ca (freebsd at coal.sentex.ca) [06/08/03 17:27]:
> > Thus spake Jesse Vincent (jesse at bestpractical.com) [06/08/03 17:26]:
> > > Did you upgrade from RT2? If so, with which rev of the importer?
> > 
> > Yes.  My original post was wrong, it was actually 1.13.
> 
> Some more information...
> 
> We have two cases where this happens.  One is 39165->33582, the other is
> 39233->33658.  In both cases, the problematic ticket was created after the
> migration, and refers to a ticket that was created before the migration.
> 
> I have not been able to find any other commonalities between the two sets of
> tickets.
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 seph at directionless.org  Wed Aug  6 21:55:23 2003
From: seph at directionless.org (seph)
Date: Wed, 06 Aug 2003 21:55:23 -0400
Subject: [rt-users] Email aliases
In-Reply-To: <Pine.BSF.4.30.0308061849380.48729-100000@smx.pair.com> (Dan
 Wright's message of "Wed, 6 Aug 2003 18:53:54 -0400 (EDT)")
References: <Pine.BSF.4.30.0308061849380.48729-100000@smx.pair.com>
Message-ID: <w524r0unsdw.fsf@lame.message.id>

>   Is there any way to tell rt that a group of email addresses are all really the
> same user?  For example, I want email from Jim at Smith.org and
> JSmith123 at hotmail.com to both be recognized as email from user JSmith in rt.

It's an option in the config file, read the comments or the docs.

seph


From autrijus at autrijus.org  Wed Aug  6 23:04:02 2003
From: autrijus at autrijus.org (Autrijus Tang)
Date: Thu, 7 Aug 2003 11:04:02 +0800
Subject: [rt-users] Work Flows
In-Reply-To: <1060219837.31318.9.camel@rave.its.vu.edu.au>
References: <1060219837.31318.9.camel@rave.its.vu.edu.au>
Message-ID: <20030807030402.GB17500@not.autrijus.org>

On Thu, Aug 07, 2003 at 11:30:38AM +1000, Stewart James wrote:
> I meet be a bit off here, but I could have sworn I saw a mention
> somewhere of someone (company or person) working on an interface so that
> work flow's could be created really easily.

Yes, that's me. :-)

> I have a presentation to give on RT in a few days and really would like
> to mention this add-on if it actually exists.

It exists and is currently been successfully deployed on various places.

A screenshot is available at:
    http://rt.openfoundry.org/NoAuth/docs/images/ch6-4/workflow.png

Chinese manuals are at:
    http://rt.openfoundry.org/NoAuth/docs/

The source is available at:
    http://p4.elixus.org/rt.tar.gz

Thanks,
/Autrijus/
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From JChen at paymentone.com  Thu Aug  7 01:27:33 2003
From: JChen at paymentone.com (JChen at paymentone.com)
Date: Wed, 6 Aug 2003 22:27:33 -0700 
Subject: [rt-users] Which is better for Apache 2, mod_perl or fastcgi?
Message-ID: <339335385F9BD511B73600508BE789A001C12B20@ebimailsvr>

Hello,
 
Before I try to compile fastcgi with apache 2,  I am wondering if I should give mod_perl a chance.   The reason I'm tilting toward fastcgi is because I've read that mod_perl 1 and 2 does not work well with RT 3.
 
So should I go ahead with fastcgi?
 
 
-Jonathan
RT Newbie
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From rcassily at DENOVIS.COM  Thu Aug  7 01:28:34 2003
From: rcassily at DENOVIS.COM (Cassily, Ryan)
Date: Thu, 7 Aug 2003 01:28:34 -0400
Subject: [rt-users] Upgrade 3.0.2 -> 3.0.3
Message-ID: <B5A4987C50B02D4B8DB479C57963462433B170@exchsrvr-1.ehealthdirect.com>

I upgraded from 3.0.2 to 3.0.3 and I cannot seem to write to the rt.log file anymore.  I have upgraded the perl dependencies and restarted apache

I am running apache 1.3.27, modperl1-1.27, mysql-4.0.12

Here is what I see in the log:

[error] Can't write to '/rt.log': Permission denied at /usr/local/lib/perl5/site_perl/5.8.0/Log/Dispatch/
File.pm line 92.

The permissions are set at -rw-rw-rw- 1 daemon rt

Thanks in advance for your help!


From jesse at bestpractical.com  Thu Aug  7 01:33:02 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 7 Aug 2003 01:33:02 -0400
Subject: [rt-users] Upgrade 3.0.2 -> 3.0.3
In-Reply-To: <B5A4987C50B02D4B8DB479C57963462433B170@exchsrvr-1.ehealthdirect.com>
References: <B5A4987C50B02D4B8DB479C57963462433B170@exchsrvr-1.ehealthdirect.com>
Message-ID: <20030807053302.GC19183@fsck.com>

If I recall correctly, this issue was fixed in 3.0.4.  But you might
also want to consider turning off logging to a file and just log to
syslog. You get lots of things like rollover and concurrency control for
free.

	-Jesse

On Thu, Aug 07, 2003 at 01:28:34AM -0400, Cassily, Ryan wrote:
> I upgraded from 3.0.2 to 3.0.3 and I cannot seem to write to the rt.log file anymore.  I have upgraded the perl dependencies and restarted apache
> 
> I am running apache 1.3.27, modperl1-1.27, mysql-4.0.12
> 
> Here is what I see in the log:
> 
> [error] Can't write to '/rt.log': Permission denied at /usr/local/lib/perl5/site_perl/5.8.0/Log/Dispatch/
> File.pm line 92.
> 
> The permissions are set at -rw-rw-rw- 1 daemon rt
> 
> Thanks in advance for your help!
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 autrijus at autrijus.org  Wed Aug  6 23:30:00 2003
From: autrijus at autrijus.org (Autrijus Tang)
Date: Thu, 7 Aug 2003 11:30:00 +0800
Subject: [rt-users] Work Flows
In-Reply-To: <20030807030402.GB17500@not.autrijus.org>
References: <1060219837.31318.9.camel@rave.its.vu.edu.au> <20030807030402.GB17500@not.autrijus.org>
Message-ID: <20030807033000.GA43471@aut.dyndns.org>

On Thu, Aug 07, 2003 at 11:04:02AM +0800, Autrijus Tang wrote:
> The source is available at:
>     http://p4.elixus.org/rt.tar.gz

Oops, I meant http://p4.elixus.org/snap/rt.tar.gz instead.

Once RT branches to 3.1.x, I'll start working with Jesse to
merge some of those fnuctionalities back.

Thanks,
/Autrijus/


From jesse at bestpractical.com  Thu Aug  7 01:54:49 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 7 Aug 2003 01:54:49 -0400
Subject: [rt-users] [rt-announce] RT2 to RT3 1.20
Message-ID: <20030807055449.GF19183@fsck.com>

This version of the migration tool fixes a binary corruption problem
which could make certain attachments unreadable after a migration from
RT2 to RT3. This version does not yet include several patches to improve
internationalization of message headers.

You can download the latest version of rt2-to-rt3 from:

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



-- 
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 rcassily at DENOVIS.COM  Thu Aug  7 01:59:45 2003
From: rcassily at DENOVIS.COM (Cassily, Ryan)
Date: Thu, 7 Aug 2003 01:59:45 -0400
Subject: [rt-users] Upgrade 3.0.2 -> 3.0.3
Message-ID: <B5A4987C50B02D4B8DB479C57963462433B172@exchsrvr-1.ehealthdirect.com>

I just upgraded to 3.0.4 and I am seeing the same problem, but now I am experiencing some strange behavior with loging in.  I receive an internal 500 error on the page with the same error about accessing the rt.log reported in the apache error log, but if I refresh the page 5-6 times, it eventually allows me to log in.  I also can no longer send mail to rt-mailgate and the web page randomly misses content (background, etc).

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com]
Sent: Thursday, August 07, 2003 1:33 AM
To: Cassily, Ryan
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Upgrade 3.0.2 -> 3.0.3



If I recall correctly, this issue was fixed in 3.0.4.  But you might
also want to consider turning off logging to a file and just log to
syslog. You get lots of things like rollover and concurrency control for
free.

	-Jesse

On Thu, Aug 07, 2003 at 01:28:34AM -0400, Cassily, Ryan wrote:
> I upgraded from 3.0.2 to 3.0.3 and I cannot seem to write to the rt.log file anymore.  I have upgraded the perl dependencies and restarted apache
> 
> I am running apache 1.3.27, modperl1-1.27, mysql-4.0.12
> 
> Here is what I see in the log:
> 
> [error] Can't write to '/rt.log': Permission denied at /usr/local/lib/perl5/site_perl/5.8.0/Log/Dispatch/
> File.pm line 92.
> 
> The permissions are set at -rw-rw-rw- 1 daemon rt
> 
> Thanks in advance for your help!
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 Aug  7 02:04:12 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 7 Aug 2003 02:04:12 -0400
Subject: [rt-users] Upgrade 3.0.2 -> 3.0.3
In-Reply-To: <B5A4987C50B02D4B8DB479C57963462433B172@exchsrvr-1.ehealthdirect.com>
References: <B5A4987C50B02D4B8DB479C57963462433B172@exchsrvr-1.ehealthdirect.com>
Message-ID: <20030807060412.GI19183@fsck.com>

This sounds very much like you've got a misconfiguration of
Log::Dispatch. I recommended before that you turn off LogToFile and use
LogToSyslog instead. But it's 2am and somewhat past my bedtime ;)


On Thu, Aug 07, 2003 at 01:59:45AM -0400, Cassily, Ryan wrote:
> I just upgraded to 3.0.4 and I am seeing the same problem, but now I am experiencing some strange behavior with loging in.  I receive an internal 500 error on the page with the same error about accessing the rt.log reported in the apache error log, but if I refresh the page 5-6 times, it eventually allows me to log in.  I also can no longer send mail to rt-mailgate and the web page randomly misses content (background, etc).
> 
> -----Original Message-----
> From: Jesse Vincent [mailto:jesse at bestpractical.com]
> Sent: Thursday, August 07, 2003 1:33 AM
> To: Cassily, Ryan
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Upgrade 3.0.2 -> 3.0.3
> 
> 
> 
> If I recall correctly, this issue was fixed in 3.0.4.  But you might
> also want to consider turning off logging to a file and just log to
> syslog. You get lots of things like rollover and concurrency control for
> free.
> 
> 	-Jesse
> 
> On Thu, Aug 07, 2003 at 01:28:34AM -0400, Cassily, Ryan wrote:
> > I upgraded from 3.0.2 to 3.0.3 and I cannot seem to write to the rt.log file anymore.  I have upgraded the perl dependencies and restarted apache
> > 
> > I am running apache 1.3.27, modperl1-1.27, mysql-4.0.12
> > 
> > Here is what I see in the log:
> > 
> > [error] Can't write to '/rt.log': Permission denied at /usr/local/lib/perl5/site_perl/5.8.0/Log/Dispatch/
> > File.pm line 92.
> > 
> > The permissions are set at -rw-rw-rw- 1 daemon rt
> > 
> > Thanks in advance for your help!
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> > 
> 
> -- 
> http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

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


From autrijus at autrijus.org  Thu Aug  7 03:19:27 2003
From: autrijus at autrijus.org (Autrijus Tang)
Date: Thu, 7 Aug 2003 15:19:27 +0800
Subject: [rt-users] Re: How is language determined in RT?
In-Reply-To: <20030807065622.GO19183@fsck.com>
References: <20030807065622.GO19183@fsck.com>
Message-ID: <20030807071927.GA10449@not.autrijus.org>

On Thu, Aug 07, 2003 at 02:56:22AM -0400, Jesse Vincent wrote:
> I'm sending in a header that looks like:
> en-us, ja;q=0.8
> Instead of getting en back (as matching the en-us tag prefix), I'm getting 
> ja.

Locale::Maketext thinks superclass languages are not alternates, so
it tries them after all other language selections.

The patch below treats it like alternate language tags, and DWYM.

Thanks,
/Autrijus/

--- Maketext.pm.orig	Thu Aug  7 15:14:09 2003
+++ Maketext.pm	Thu Aug  7 15:16:46 2003
@@ -283,7 +283,7 @@
      # if it's a locale ID, try converting to a lg tag (untainted),
      # otherwise nix it.
 
-    push @languages, map I18N::LangTags::super_languages($_), @languages
+    @languages = map { $_, I18N::LangTags::super_languages($_) } @languages
      if $MATCH_SUPERS;
 
     @languages =  map { $_, I18N::LangTags::alternate_language_tags($_) }
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From b.schofield at griffith.edu.au  Thu Aug  7 03:17:22 2003
From: b.schofield at griffith.edu.au (Brook Schofield)
Date: Thu, 7 Aug 2003 17:17:22 +1000
Subject: [rt-users] Which is better for Apache 2, mod_perl or fastcgi?
In-Reply-To: <339335385F9BD511B73600508BE789A001C12B20@ebimailsvr>
Message-ID: <OF11196249.BF3B83DE-ON4A256D7B.002750F0-4A256D7B.002803B0@domino.gu.edu.au>

rt-users-admin at lists.fsck.com wrote on 07/08/2003 03:27:33 PM:

> Before I try to compile fastcgi with apache 2,  I am wondering if I 
> should give mod_perl a chance.   The reason I'm tilting toward 
> fastcgi is because I've read that mod_perl 1 and 2 does not work 
> well with RT 3.
> 
> So should I go ahead with fastcgi?

I can't comment on fastcgi - as I've never used it - but there is only one 
problem that I have experienced with RT and mod_perl2 and that is the 
search redirection problem. If you use the quick search - you'll have to 
click on the link to get to the final page. The redirect doesn't work in 
Mason.

There have been some other issues posted to the list (dev mainly) - with a 
post to redirect not passing the data through to RT (not that a post to a 
redirect would ever work - but redirects are required for some of RTs 
behaviour).

I've found mod_perl2 on Apache2 to be much more responsive than mod_perl1 
on Apache1.3 but the down sides don't make the cut for production use.

If you want to play and develop for RT - then mod_perl2 is fine - for 
production use - investigate fastcgi.

-Brook 


From Philip.Colmer at proquest.co.uk  Thu Aug  7 04:11:07 2003
From: Philip.Colmer at proquest.co.uk (Colmer, Philip)
Date: Thu, 7 Aug 2003 09:11:07 +0100 
Subject: [rt-users] Quoting the ticket URL in emails
Message-ID: <CEEE169F5089F343B3BB2167BE8628C9013AFE18@exchange.private.chadwyck.co.uk>

I want to be able to put a URL in messages sent out from RT to make it
easier for users of the system to be able to go directly to that ticket if
they want to see the whole history.

However, the URL will depend on whether or not that user is privileged. If
they are, the URL contains "Tickets". If they aren't, the URL contains
"SelfService" ... or something like that :-)

Can anyone advise

(a) whether or not it is possible to determine whether or not the requestor
is privileged or not

(b) whether or not it is possible to put some logic into the templates to
return different strings depending on (a)

(c) a better way of doing this :-)

Thanks.

--Philip

--
Philip Colmer, MBCS CEng CCSE		Tel: 01223 271223
I.T. Manager				Fax: 01223 215513
ProQuest Information & Learning
The Quorum, Barnwell Road, Cambridge, CB5 8SW



From dj.dule at planetsky.com  Thu Aug  7 04:32:01 2003
From: dj.dule at planetsky.com (Dusan Djordjevic)
Date: Thu, 7 Aug 2003 11:32:01 +0300
Subject: [rt-users] About Storable problem on Red Hat 9
Message-ID: <200308071132.01266.dj.dule@planetsky.com>

Hi all,

I downgraded Storable to version 2.04 and it seems that it works (though 
I did not tested it for a long time). Anyway I submited bug report to 
maintainter of Storable, and received this answer:
--
 Thanks for your bug report (you were correct to send it to me 
directly).
I am looking into this problem, and hope to release a fixed 2.08 in the
next few days.
---
So i hope our problems will be solved soon...
---------------------------------------------
Eng. Dusan Djordjevic (RHCE)   PlanetSky Ltd.
Tel: +357 22454896    *    Fax: +357-22518022
http://www.planetsky.com  dusan at planetsky.com



From dj.dule at planetsky.com  Thu Aug  7 04:39:31 2003
From: dj.dule at planetsky.com (Dusan Djordjevic)
Date: Thu, 7 Aug 2003 11:39:31 +0300
Subject: [rt-users] About Storable problem on Red Hat 9
In-Reply-To: <200308071132.01266.dj.dule@planetsky.com>
References: <200308071132.01266.dj.dule@planetsky.com>
Message-ID: <200308071139.31607.dj.dule@planetsky.com>

>  I downgraded Storable to version 2.04 and it seems that it works
> (though I did not tested it for a long time). Anyway I submited bug
> report to maintainter of Storable, and received this answer:

No, after testing, it is not working. Still same problem. We must wait 
bugfix.
---------------------------------------------
Eng. Dusan Djordjevic (RHCE)   PlanetSky Ltd.
Tel: +357 22454896    *    Fax: +357-22518022
http://www.planetsky.com  dusan at planetsky.com



From awahlfeldt at subshell.com  Thu Aug  7 04:22:07 2003
From: awahlfeldt at subshell.com (Andreas Wahlfeldt)
Date: Thu, 7 Aug 2003 10:22:07 +0200
Subject: [rt-users] Re: NotifyNewQueue ?
References: <20030807015502.21451.9906.Mailman@pallas.eruditorum.org>
Message-ID: <001e01c35cbc$fdc04870$0f00000a@bernoulli>

hi al,

you might want to take a look at

http://www.fsck.com/pub/rt/contrib/2.0/rt-addons/escalator.README

you'll find the mentioned scrip action here:

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

cu
andreas


----- Original Message ----- 
From: <rt-users-request at lists.fsck.com>
To: <rt-users at lists.fsck.com>
Sent: Thursday, August 07, 2003 3:55 AM
Subject: rt-users digest, Vol 1 #1303 - 16 msgs


>
> Message: 6
> Date: Wed, 6 Aug 2003 15:27:46 -0700 (PDT)
> From: ahorn at deorth.org
> To: rt-users at lists.fsck.com
> Subject: [rt-users] handling escalation.
>
>
> How do people handle auto escalation of tickets after a set period of
> time. Is there anything in RT with granularity for doing this ? I'm using
> 2.0.15.
>
> Cheers,
>
> Al
>



From Bernhard.Schmalhofer at biomax.de  Thu Aug  7 04:58:19 2003
From: Bernhard.Schmalhofer at biomax.de (Bernhard Schmalhofer)
Date: Thu, 07 Aug 2003 10:58:19 +0200
Subject: [rt-users] RT 3.0.4: Selection of language in Web-interface
Message-ID: <3F3214AB.9030303@biomax.de>

Hi,

we are using RT here for customer support and customer projects, where 
the customer can access the web interface.
A question from a Dutch customer was, how to explicitly set the 
interface to English. Depending on the client, that is Internet 
Explorer, he sometimes get an Englisch or a Dutch interface. Usually 
they would want the English localisation, as the tickets are in English.

I would have assumed that you can set this in 'Preferences', but I can't 
  find it there. But at least I remember Jesse switching to Chinese, 
when he gave a talk at the Munich Perl Mongers.

My fallback solution is to set RT to monolingual in RT_SiteConfig.pm.

CU, Bernhard

-- 
*************************************************
Bernhard Schmalhofer
Senior Developer

Biomax Informatics AG
Lochhamer Str. 11
82152 Martinsried, Germany

Tel:    +49 89 89 55 74 - 839
Fax:    +49 89 89 55 74 - 25
PGP:    https://ssl.biomax.de/pgp/
Email:  mailto:Bernhard.Schmalhofer at biomax.de
Web:    http://www.biomax.de
*************************************************



From autrijus at autrijus.org  Thu Aug  7 07:19:59 2003
From: autrijus at autrijus.org (Autrijus Tang)
Date: Thu, 7 Aug 2003 19:19:59 +0800
Subject: [rt-users] RT 3.0.4: Selection of language in Web-interface
In-Reply-To: <3F3214AB.9030303@biomax.de>
References: <3F3214AB.9030303@biomax.de>
Message-ID: <20030807111959.GA797@not.autrijus.org>

On Thu, Aug 07, 2003 at 10:58:19AM +0200, Bernhard Schmalhofer wrote:
> we are using RT here for customer support and customer projects, where 
> the customer can access the web interface.

I have just done that and sent to rt-devel.  Patches pasted below.

/Autrijus/

--- //depot/RT/rt/lib/RT/CurrentUser.pm#23
+++ //depot/RT/rt/lib/RT/CurrentUser.pm#24
@@ -329,6 +329,7 @@
     if  ((!defined $self->{'LangHandle'}) || 
          (!UNIVERSAL::can($self->{'LangHandle'}, 'maketext')) || 
          (@_))  {
+	if (my $lang = $self->UserObj->Lang) { unshift @_, $lang }
         $self->{'LangHandle'} = RT::I18N->get_handle(@_);
     }
     # Fall back to english.
--- //depot/RT/rt/html/Elements/SelectLang#0
+++ //depot/RT/rt/html/Elements/SelectLang#2
@@ -0,0 +1,55 @@
+%# BEGIN LICENSE BLOCK
+%# 
+%# Copyright (c) 1996-2003 Jesse Vincent <jesse at bestpractical.com>
+%# 
+%# (Except where explictly superceded by other copyright notices)
+%# 
+%# This work is made available to you under the terms of Version 2 of
+%# the GNU General Public License. A copy of that license should have
+%# been provided with this software, but in any event can be snarfed
+%# from www.gnu.org.
+%# 
+%# This work is distributed in the hope that it will be useful, but
+%# WITHOUT ANY WARRANTY; without even the implied warranty of
+%# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE.  See the GNU
+%# General Public License for more details.
+%# 
+%# Unless otherwise specified, all modifications, corrections or
+%# extensions to this work which alter its source code become the
+%# property of Best Practical Solutions, LLC when submitted for
+%# inclusion in the work.
+%# 
+%# 
+%# END LICENSE BLOCK
+<SELECT NAME ="<%$Name%>">
+% if ($ShowNullOption) {
+<OPTION VALUE="">-</OPTION>
+% }
+% foreach my $lang (@lang) {
+<OPTION VALUE="<%$lang%>" <%($Default && ($lang eq $Default)) && 'SELECTED'%>><% $lang_to_desc{$lang} %>
+%   if (($Verbose) and (my $description = I18N::LangTags::List::native_name($lang)) ){
+(<%$description%>)
+%  }
+</OPTION>
+% }
+</SELECT>
+<%ARGS>
+$ShowNullOption => 1
+$ShowAllQueues => 1
+$Name => undef
+$Verbose => undef
+$Default => 0
+$Lite => 0
+</%ARGS>
+
+<%ONCE>
+use I18N::LangTags::List;
+my (@lang, %lang_to_desc);
+foreach my $lang (map { s/:://; s/_/-/g; $_ } grep { /^\w+::$/ } keys %RT::I18N::) {
+    next if $lang =~ /i-default/;
+    my $desc = I18N::LangTags::List::name($lang);
+    $desc =~ s/(.*) (.*)/$2 ($1)/;
+    $lang_to_desc{$lang} = $desc;
+}
+ at lang = sort { $lang_to_desc{$a} cmp $lang_to_desc{$b} } keys %lang_to_desc;
+</%ONCE>
--- //depot/RT/rt/html/User/Prefs.html#14
+++ //depot/RT/rt/html/User/Prefs.html#15
@@ -43,6 +43,8 @@
 <&|/l&>Real Name</&>: <input name="RealName" value="<%$UserObj->RealName%>"> 
 <BR>
 <&|/l&>Nickname</&>: <input name="NickName" value="<%$UserObj->NickName%>">
+<BR>
+<&|/l&>Language</&>: <& /Elements/SelectLang, Name => 'Lang', Default => $UserObj->Lang &>
 <& /Elements/TitleBoxEnd &>
 <br>
 <& /Elements/TitleBoxStart, title => loc('Phone numbers') &>
@@ -147,12 +149,13 @@
 		    Organization RealName NickName Lang EmailEncoding WebEncoding 
 		    ExternalContactInfoId ContactInfoSystem Gecos ExternalAuthId 
 		    AuthSystem HomePhone WorkPhone MobilePhone PagerPhone Address1
-		Address2 City State Zip Country 
+		Address2 City State Zip Country Lang
 		   );
     
     my @fieldresults = UpdateRecordObject ( AttributesRef => \@fields,
 					    Object => $UserObj,
 					    ARGSRef => \%ARGS );
+    $session{'CurrentUser'}->LanguageHandle($Lang);
     push (@results, at fieldresults);
 
 

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From howard.jones at network-i.net  Thu Aug  7 08:04:32 2003
From: howard.jones at network-i.net (Howard Jones)
Date: Thu, 7 Aug 2003 13:04:32 +0100
Subject: [rt-users] rt3, excluding global scrips per queue
References: <00da01c354aa$6b6a54d0$0a16160a@desktop>
Message-ID: <0cf501c35cdc$0fb1fff0$0a01010a@citrix1>

Was there a solution to this?
I've just come up against the same thing - I want to be able to resolve
tickets in one particular queue without sending out a resolved template (so
that tickets can just expire quietly in that queue).

----- Original Message ----- 
From: "matthew zeier" <mrz at intelenet.net>
To: <rt-users at lists.fsck.com>
Sent: Monday, July 28, 2003 2:48 AM
Subject: [rt-users] rt3, excluding global scrips per queue


>
> Say I have a global scrip that applies to all but one queue.  Instead of
> making it a queue script for all queues, it'd be easier to be able to
> exclude it from the one.
>
> rt3/rt2 doesn't appear to have that ability - feature request or am I over
> looking something.



From sc2 at gmx.at  Thu Aug  7 08:22:20 2003
From: sc2 at gmx.at (sc2 at gmx.at)
Date: Thu, 7 Aug 2003 14:22:20 +0200
Subject: [rt-users] scripts
Message-ID: <000f01c35cde$8cb4a550$e492633e@anonymous>

hello
maybe im wrong here and better on the devel. list, but any has infos , how i
can change / modify the scripts

i cant see a script for

eg: normaly, ......when a corresp. addet...
i need , when a corss added from user with email adr. "XZY@" ... then reply
with .....template..

any ideas or docs etc ?
thanks



From cubic at acronis.ru  Thu Aug  7 08:39:41 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Thu, 07 Aug 2003 16:39:41 +0400
Subject: [rt-users] Huge memory leaks(httpd)
In-Reply-To: <20030806160256.GA27894@sv1.dev.de.cw.net>
References: <3F30F2CC.7090105@acronis.ru> <20030806124504.GA17644@sv1.dev.de.cw.net> <3F30FB55.7060601@acronis.ru> <20030806133036.GA20287@sv1.dev.de.cw.net> <3F311A2C.4020308@acronis.ru> <20030806160256.GA27894@sv1.dev.de.cw.net>
Message-ID: <3F32488D.3090109@acronis.ru>

          Hello again.
Today was similar situation
    1) Mail with two *binary* attachments jpg(~200K) and mov(~4.5M)
    2) Now we got 3 new instances of this mail, but 1st with all 
attachments, 2nd without, 3rd with jpg only
    3) mailq continue to send this email because rt-mailgate returns 
EX_TEMPFAIL
I think that amount of instances grow if I didn't rm that mail.
My machine still under memory pressure.
RT config:
...
Set($MailCommand , 'sendmail');
Set($SendmailArguments , "-oi -t");
Set($UseFriendlyFromLine , 1);
Set($MaxAttachmentSize , 6000000);
...
Mysql conf:
max_allowed_packet = 16M

May be problem related to some timeout issues?
             Need your help. Ruslan.
Michael van Elst wrote:

>On Wed, Aug 06, 2003, Ruslan U. Zakirov wrote:
>
>  
>
>>Questions:
>>   1) Why rt-mailgate uses so much memory? Does it convert encodings?
>>    
>>
>
>rt-mailgate sends the raw mail via HTTP to the webserver, to do this
>it has to convert it to the 'application/x-www-form-urlencoded' format.
>
>I had a glance at the LWP modules that do this and these keep at least
>6 copies of the mail in memory plus 2 copies of the converted string,
>which is slightly larger. But seeing that rt-mailgate grew to 14 times
>the size of the mail, as you wrote, I have probably overlooked a few
>copies.
>  
>
>>   2) If mail size 5MB Base64 encoded(orig mail enc is ISO-8895-1) then 
>>what size of data will be inserted in mySQL?
>>    
>>
>
>Depends. The base64 encoded part will be decoded and shrink, if it
>is text inside it will be converted to UTF8 and grow slightly (depending
>on the number of non-ASCII characters). If it's all non-ASCII characters
>it could double in size.
>
>But I doubt that you have 5MB _text_. It's probably more like 5MB _data_
>which is therefore stored in about 3.75MB.
>
>With Postgres the situation is worse as everything is again Base64 converted
>if there is a single '\0'-Byte in the data.
>  
>
>>   3.1) $MaxAttachmentSize - it's UTF-8 Encoded or Base64 or original size?
>>    
>>
>
>AFAIK it is the size of the attachment, i.e. Base64 if the mail is
>Base64 encoded.
>  
>
>>   3.2) Should $MaxAttachmentSize(RT) be equal to 
>>max_allowed_packet(mySQL)?
>>    
>>
>
>Regarding MySQL, yes. I am not sure if "exactly equal" works, so I would
>take the safe road and set it slightly smaller to avoid overflows.
>
>Seeing the above issues of RT handling huge mails, I would set it much
>smaller. But that depends on your requirements, if you absolutely must
>handle such huge mails with RT then you have no other choice.
>
>Greetings,
>  
>




From mlelstv at dev.de.cw.net  Thu Aug  7 09:20:55 2003
From: mlelstv at dev.de.cw.net (Michael van Elst)
Date: Thu, 7 Aug 2003 15:20:55 +0200
Subject: [rt-users] Huge memory leaks(httpd)
In-Reply-To: <3F32488D.3090109@acronis.ru>
References: <3F30F2CC.7090105@acronis.ru> <20030806124504.GA17644@sv1.dev.de.cw.net> <3F30FB55.7060601@acronis.ru> <20030806133036.GA20287@sv1.dev.de.cw.net> <3F311A2C.4020308@acronis.ru> <20030806160256.GA27894@sv1.dev.de.cw.net> <3F32488D.3090109@acronis.ru>
Message-ID: <20030807132055.GA86091@sv1.dev.de.cw.net>

On Thu, Aug 07, 2003, Ruslan U. Zakirov wrote:

>    3) mailq continue to send this email because rt-mailgate returns 
> EX_TEMPFAIL

You may run rt-mailgate manually with the --debug option. It will then
print on stderr the answer of the web server which may include some
useful error message.


-- 
    ,eM""=.            a"-.                         Michael van Elst
   dWWMWM" -          :GM==;                        mlelstv at dev.de.cw.net
  :WWMWMw=--.          "W='  cable & wireless
   9WWMm==-.
    "-Wmw-"  CABLE & WIRELESS


From khera at kcilink.com  Thu Aug  7 09:54:32 2003
From: khera at kcilink.com (Vivek Khera)
Date: Thu, 7 Aug 2003 09:54:32 -0400
Subject: [rt-users] Which is better for Apache 2, mod_perl or fastcgi?
In-Reply-To: <339335385F9BD511B73600508BE789A001C12B20@ebimailsvr>
References: <339335385F9BD511B73600508BE789A001C12B20@ebimailsvr>
Message-ID: <16178.23064.346501.591278@yertle.int.kciLink.com>

>>>>> "J" == JChen  <JChen at paymentone.com> writes:

J> Before I try to compile fastcgi with apache 2, I am wondering if I
J> should give mod_perl a chance.  The reason I'm tilting toward
J> fastcgi is because I've read that mod_perl 1 and 2 does not work
J> well with RT 3.
 
J> So should I go ahead with fastcgi?

RT takes no advantage of the mod_perl API so there is no advantage
using it over either fastcgi or speedycgi/persistentperl.  Personally,
I run RT3 under SpeedyCGI with good result so far.


From scott at cae.com  Thu Aug  7 10:00:01 2003
From: scott at cae.com (Scott Hebert)
Date: Thu, 7 Aug 2003 10:00:01 -0400 
Subject: [rt-users] Which is better for Apache 2, mod_perl or fastcgi?
Message-ID: <69F1436AA435D7118EE1009027B0FF3A862A51@caemsx02.cae.ca>

Hi,

I've been using RT3 with Apache 2.0.43 and FastCGI with great results.

SH

-----Original Message-----
From: Vivek Khera [mailto:khera at kcilink.com]
Sent: Thursday, August 07, 2003 9:55 AM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Which is better for Apache 2, mod_perl or
fastcgi?


>>>>> "J" == JChen  <JChen at paymentone.com> writes:

J> Before I try to compile fastcgi with apache 2, I am wondering if I
J> should give mod_perl a chance.  The reason I'm tilting toward
J> fastcgi is because I've read that mod_perl 1 and 2 does not work
J> well with RT 3.
 
J> So should I go ahead with fastcgi?

RT takes no advantage of the mod_perl API so there is no advantage
using it over either fastcgi or speedycgi/persistentperl.  Personally,
I run RT3 under SpeedyCGI with good result so far.
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 sean.perry at intransa.com  Thu Aug  7 10:29:11 2003
From: sean.perry at intransa.com (Sean Perry)
Date: Thu, 07 Aug 2003 07:29:11 -0700
Subject: [rt-users] auto-incremented user id is incrementing wildly
In-Reply-To: <20030807014451.GU19183@fsck.com>
References: <3F317FA8.2000600@intransa.com> <20030807014451.GU19183@fsck.com>
Message-ID: <3F326237.3080601@intransa.com>

Jesse Vincent wrote:

>User ids and group ids are both fed by the primary key sequence from
>Principals. There's nothing wrong.
>
>
>  
>
fair enough.  Can you please explain why the group number is so high 
when we have 2 groups: it.admin and staff?




From jaq at spacepants.org  Thu Aug  7 11:00:44 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Fri, 8 Aug 2003 01:00:44 +1000
Subject: [rt-users] auto-incremented user id is incrementing wildly
In-Reply-To: <3F326237.3080601@intransa.com>
References: <3F317FA8.2000600@intransa.com> <20030807014451.GU19183@fsck.com> <3F326237.3080601@intransa.com>
Message-ID: <20030807150044.GJ4432@spacepants.org>

This one time, at band camp, Sean Perry wrote:
>fair enough.  Can you please explain why the group number is so high 
>when we have 2 groups: it.admin and staff?

If I remember correctly, a group is any unique set of principals, and thus
whenever you have a set of principals you need a new unique group.  Thus for
each ticket you have at least 4 new groups created: the Requestor group, the
CC group, the AdminCC group and, er, something else that eludes me right
now.  So, your number of groups is going to be at least 4 times the number
of tickets.

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


From ktirf at ringrows.ru  Thu Aug  7 11:16:45 2003
From: ktirf at ringrows.ru (Alexey Rusakov)
Date: Thu, 7 Aug 2003 19:16:45 +0400
Subject: [rt-users] auto-incremented user id is incrementing wildly
In-Reply-To: <20030807150044.GJ4432@spacepants.org>
References: <3F317FA8.2000600@intransa.com>
	<20030807014451.GU19183@fsck.com>
	<3F326237.3080601@intransa.com>
	<20030807150044.GJ4432@spacepants.org>
Message-ID: <20030807191645.422d31ec.ktirf@ringrows.ru>

Hi!

On Fri, 8 Aug 2003 01:00:44 +1000
Jamie Wilkinson <jaq at spacepants.org> wrote:

> If I remember correctly, a group is any unique set of principals, and thus
> whenever you have a set of principals you need a new unique group.  Thus for
> each ticket you have at least 4 new groups created: the Requestor group, the
> CC group, the AdminCC group and, er, something else that eludes me right
> now.
Owner, of course :)

> So, your number of groups is going to be at least 4 times the number
> of tickets.

-- 
  Alexey Rusakov aka Ktirf
  RingRows OOO


From Robert.Sullivan at rhi.com  Thu Aug  7 12:00:48 2003
From: Robert.Sullivan at rhi.com (Sullivan, Robert (HQP))
Date: Thu, 7 Aug 2003 09:00:48 -0700
Subject: [rt-users] Which is better for Apache 2, mod_perl or
 fastcgi?
Message-ID: <00A851B1D52D3940B03DE868CCF0E6140A6A0729@HQPEX006.corp.rhalf.com>


From daryl at introspect.net  Thu Aug  7 12:44:21 2003
From: daryl at introspect.net (Daryl G. Jurbala)
Date: Thu, 7 Aug 2003 12:44:21 -0400
Subject: [rt-users] Change "Stalled" to "Cust-Pending"
Message-ID: <902713D75A418B4B8422C9F861D7E2710677B1@exchange01.ad.introspect.net>

Yes, I know its very Cisco-ish of me, but I'd like to know if I can
change the "stalled" tag to "Cust-Pending" without major changes.
 
Anyone know if this is possible?
 
Daryl G. Jurbala
Introspect.net Consulting
Tel: +1 215 825 8401
Fax: +1 508 526 8500
http://www.introspect.net <http://www.introspect.net/> 

PGP Key and Adobe Digital Signature:
http://www.introspect.net/pgp  
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From sean.perry at intransa.com  Thu Aug  7 12:46:47 2003
From: sean.perry at intransa.com (Sean Perry)
Date: Thu, 07 Aug 2003 09:46:47 -0700
Subject: [rt-users] Change "Stalled" to "Cust-Pending"
In-Reply-To: <902713D75A418B4B8422C9F861D7E2710677B1@exchange01.ad.introspect.net>
References: <902713D75A418B4B8422C9F861D7E2710677B1@exchange01.ad.introspect.net>
Message-ID: <3F328277.7090503@intransa.com>

Daryl G. Jurbala wrote:

> Yes, I know its very Cisco-ish of me, but I'd like to know if I can 
> change the "stalled" tag to "Cust-Pending" without major changes.
>  
> Anyone know if this is possible?
>  


it is VERY difficult to change the status text.  The text is hard coded 
in every web page and in the perl library.   Same problem with adding 
new status states.




From daryl at introspect.net  Thu Aug  7 12:58:53 2003
From: daryl at introspect.net (Daryl G. Jurbala)
Date: Thu, 7 Aug 2003 12:58:53 -0400
Subject: [rt-users] Change "Stalled" to "Cust-Pending"
Message-ID: <902713D75A418B4B8422C9F861D7E2710677B2@exchange01.ad.introspect.net>

OK...then we'll just skip that one ;)

Thanks for the info and the fast reply.

Daryl
> -----Original Message-----
> From: Sean Perry [mailto:sean.perry at intransa.com] 
> Sent: Thursday, August 07, 2003 12:47 PM
> To: rt-users at lists.fsck.com
> Subject: Re: [rt-users] Change "Stalled" to "Cust-Pending"
> 
> 
> Daryl G. Jurbala wrote:
> 
> > Yes, I know its very Cisco-ish of me, but I'd like to know if I can
> > change the "stalled" tag to "Cust-Pending" without major changes.
> >  
> > Anyone know if this is possible?
> >  
> 
> 
> it is VERY difficult to change the status text.  The text is 
> hard coded 
> in every web page and in the perl library.   Same problem with adding 
> new status states.


From stucki-rt-users at math.fu-berlin.de  Thu Aug  7 13:01:26 2003
From: stucki-rt-users at math.fu-berlin.de (stucki-rt-users at math.fu-berlin.de)
Date: Thu, 7 Aug 2003 19:01:26 +0200
Subject: [rt-users] Change "Stalled" to "Cust-Pending"
In-Reply-To: <3F328277.7090503@intransa.com>
References: <902713D75A418B4B8422C9F861D7E2710677B1@exchange01.ad.introspect.net> <3F328277.7090503@intransa.com>
Message-ID: <20030807170126.GM14561@localhost.math.fu-berlin.de>

On Thu, Aug 07, 2003 at 09:46:47AM -0700, Sean Perry wrote:
> >Anyone know if this is possible?
...
> it is VERY difficult to change the status text.  The text is hard coded 
> in every web page and in the perl library.   Same problem with adding 
> new status states.

May be there is a way to do it by 'translation'?

Could there be a set of Translation-Strings for
the same language :-) Like 'C' versus 'us_US'
or like the difference between britisch/american
or german vs. austrian german ?

And THERE you could put your 'different name'?

Stucki


From travisll at comfedcu.org  Thu Aug  7 13:20:09 2003
From: travisll at comfedcu.org (Travis Llewellyn)
Date: Thu, 7 Aug 2003 12:20:09 -0500
Subject: [rt-users] Can someone send me Statistics3.tgz
Message-ID: <EAE259771F2EC14FA976D89B81BE21970413C7@exmail.comfedcu.org>

Hideee all,

I am new to RT3, but have it up and running pretty well here. I was
looking through the list archives and say a post for an update to the
Statistics stuff in RT2. But could not get the attachment for it. 

Would someone please send me a copy of Statistics3.tgz

Thanks.

Travis Llewellyn
Communication Federal CU


From scott at cae.com  Thu Aug  7 13:29:20 2003
From: scott at cae.com (Scott Hebert)
Date: Thu, 7 Aug 2003 13:29:20 -0400 
Subject: [rt-users] Can someone send me Statistics3.tgz
Message-ID: <69F1436AA435D7118EE1009027B0FF3A862A5F@caemsx02.cae.ca>

Better yet ... can it be posted at fsck.com ?

SH

-----Original Message-----
From: Travis Llewellyn [mailto:travisll at comfedcu.org]
Sent: Thursday, August 07, 2003 1:20 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Can someone send me Statistics3.tgz


Hideee all,

I am new to RT3, but have it up and running pretty well here. I was
looking through the list archives and say a post for an update to the
Statistics stuff in RT2. But could not get the attachment for it. 

Would someone please send me a copy of Statistics3.tgz

Thanks.

Travis Llewellyn
Communication Federal CU
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 Aug  7 13:37:37 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 7 Aug 2003 13:37:37 -0400
Subject: [rt-users] Change "Stalled" to "Cust-Pending"
In-Reply-To: <3F328277.7090503@intransa.com>
References: <902713D75A418B4B8422C9F861D7E2710677B1@exchange01.ad.introspect.net> <3F328277.7090503@intransa.com>
Message-ID: <20030807173737.GW19183@fsck.com>



On Thu, Aug 07, 2003 at 09:46:47AM -0700, Sean Perry wrote:
> Daryl G. Jurbala wrote:
> 
> >Yes, I know its very Cisco-ish of me, but I'd like to know if I can 
> >change the "stalled" tag to "Cust-Pending" without major changes.
> > 
> >Anyone know if this is possible?
> > 
> 
> 
> it is VERY difficult to change the status text.  The text is hard coded 
> in every web page and in the perl library.   Same problem with adding 
> new status states.

While we don't recommend changing the status system, that's just not true. 
A simple grep will show you that asside from the localization framework, the string
"stalled" shows up four places in all of RT's source code. The results
of that grep should show you where you would want to alter things to add
or change a status.

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


From russj at dimstar.net  Thu Aug  7 13:45:41 2003
From: russj at dimstar.net (Russ Johnson)
Date: Thu, 7 Aug 2003 10:45:41 -0700
Subject: [rt-users] Change "Stalled" to "Cust-Pending"
In-Reply-To: <20030807173737.GW19183@fsck.com>
References: <902713D75A418B4B8422C9F861D7E2710677B1@exchange01.ad.introspect.net> <3F328277.7090503@intransa.com> <20030807173737.GW19183@fsck.com>
Message-ID: <20030807174541.GA29222@sthelens.dimstar.net>

* Jesse Vincent <jesse at bestpractical.com> [2003-08-07 10:40]:
> While we don't recommend changing the status system, that's just not true. 
> A simple grep will show you that asside from the localization framework, the string
> "stalled" shows up four places in all of RT's source code. The results
> of that grep should show you where you would want to alter things to add
> or change a status.

Here's the perl to do it:

perl -pi -e 's/stalled/AwaitingCustomer/' *

That will change EVERY instance of "stalled" to "AwaitingCustomer" in
every file in a given directory. 

-- 
Russ Johnson
Dimension 7/Stargate Online
http://www.dimstar.net

Top post? http://www.caliburn.nl/topposting.html

Random thought #7 (Collect all 19)
"I am bigger than anything that can happen to me. All these things, sorrow, misfortune, and suffering, are outside my door. I am in the house, and I have the key." - Charles Fletcher Lummis


From sean.perry at intransa.com  Thu Aug  7 13:52:54 2003
From: sean.perry at intransa.com (Sean Perry)
Date: Thu, 07 Aug 2003 10:52:54 -0700
Subject: [rt-users] Change "Stalled" to "Cust-Pending"
In-Reply-To: <20030807173737.GW19183@fsck.com>
References: <902713D75A418B4B8422C9F861D7E2710677B1@exchange01.ad.introspect.net> <3F328277.7090503@intransa.com> <20030807173737.GW19183@fsck.com>
Message-ID: <3F3291F6.5080502@intransa.com>

Jesse Vincent wrote:

>While we don't recommend changing the status system, that's just not true. 
>A simple grep will show you that asside from the localization framework, the string
>"stalled" shows up four places in all of RT's source code. The results
>of that grep should show you where you would want to alter things to add
>or change a status.
>
>  
>

stalled happens to be an easier case.  If he wanted to change "open" to 
"In-Progress" he would have a harder time.  At least that's what I have 
seen from my hacking around.





From hwagener at hamburg.fcb.com  Thu Aug  7 14:07:37 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 7 Aug 2003 20:07:37 +0200
Subject: [rt-users] Can someone send me Statistics3.tgz
In-Reply-To: <EAE259771F2EC14FA976D89B81BE21970413C7@exmail.comfedcu.org>
References: <EAE259771F2EC14FA976D89B81BE21970413C7@exmail.comfedcu.org>
Message-ID: <07162446-C902-11D7-9F88-003065DC18B8@hamburg.fcb.com>

See my sig.

Regards,
     Harald

-- 
The Statistics Package for RT 3 is available at
http://www.tzi.de/~hollow/Statistics3.tgz



From craig at sbig.com  Thu Aug  7 14:27:23 2003
From: craig at sbig.com (Craig Herrin)
Date: Thu, 7 Aug 2003 11:27:23 -0700
Subject: [rt-users] Suggestions on adding features
Message-ID: <NDBBIILNKLINLEMKMKDLAEPNEJAA.craig@sbig.com>

Hi All,
Can anyone direct me in a good direction for adding the following features:

I need to modify the initial login page. I want to add (login help), (forgot
your password) link, and
	(new users start here) link.

1) (Login Help) just displays a page with login help page, This is easy.

2) (Forgot Your Password) link, This is harder. Really want to find a way to
lookup and email a password
	to the user.

3) (New Users Start Here) link, I need to find a way for the new user to
create a new user and password
	without requiring intervention from an administrator.
	This could be done by modifying the admin create new user form, but this is
getting messy and I have
	not gathered a full understanding of RT's inter workings yet.

My application is to open RT to the our customer base to allow customers to
get better technical support
over email and track phone based support.

Lastly any one have any suggestions on making customers privileged users but
not have access to everyone else's
information. It appears all privileged users have access to everyone else's
phone number ....

Thanks much, any help would be appreciated!

Craig Herrin

Santa Barbara Instrument Group
Craig at sbig.com
805-571-7244 x211

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From jesse at bestpractical.com  Thu Aug  7 14:41:14 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 7 Aug 2003 14:41:14 -0400
Subject: [rt-users] Change "Stalled" to "Cust-Pending"
In-Reply-To: <20030807174541.GA29222@sthelens.dimstar.net>
References: <902713D75A418B4B8422C9F861D7E2710677B1@exchange01.ad.introspect.net> <3F328277.7090503@intransa.com> <20030807173737.GW19183@fsck.com> <20030807174541.GA29222@sthelens.dimstar.net>
Message-ID: <20030807184114.GY19183@fsck.com>



On Thu, Aug 07, 2003 at 10:45:41AM -0700, Russ Johnson wrote:
> * Jesse Vincent <jesse at bestpractical.com> [2003-08-07 10:40]:
> > While we don't recommend changing the status system, that's just not true. 
> > A simple grep will show you that asside from the localization framework, the string
> > "stalled" shows up four places in all of RT's source code. The results
> > of that grep should show you where you would want to alter things to add
> > or change a status.
> 
> Here's the perl to do it:
> 
> perl -pi -e 's/stalled/AwaitingCustomer/' *
> 
> That will change EVERY instance of "stalled" to "AwaitingCustomer" in
> every file in a given directory. 

RT sometimes useses the word "installed" in various places. Be careful
;)

> -- 
> Russ Johnson
> Dimension 7/Stargate Online
> http://www.dimstar.net
> 
> Top post? http://www.caliburn.nl/topposting.html
> 
> Random thought #7 (Collect all 19)
> "I am bigger than anything that can happen to me. All these things, sorrow, misfortune, and suffering, are outside my door. I am in the house, and I have the key." - Charles Fletcher Lummis
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 valankar at access4less.net  Thu Aug  7 15:38:01 2003
From: valankar at access4less.net (Viraj Alankar)
Date: Thu, 7 Aug 2003 15:38:01 -0400
Subject: [rt-users] Strange characters for apostrophes
Message-ID: <20030807193801.GA8000@bigfoot.com>

Hello,

I am using RT 3.0.3. Recently there was a comment posted via web on a ticket
that has strange characters where I believe should be apostrophes. On Internet
Explorer they are squares and usually about 3 characters. I do know in mutt
the characters display as:

?????\200???

What would cause this problem and is any way to resolve it? It seems related
to UTF8, but I'm not certain. Thanks for any help.

Viraj.


From russj at dimstar.net  Thu Aug  7 15:39:36 2003
From: russj at dimstar.net (Russ Johnson)
Date: Thu, 7 Aug 2003 12:39:36 -0700
Subject: [rt-users] Change "Stalled" to "Cust-Pending"
In-Reply-To: <20030807184114.GY19183@fsck.com>
References: <902713D75A418B4B8422C9F861D7E2710677B1@exchange01.ad.introspect.net> <3F328277.7090503@intransa.com> <20030807173737.GW19183@fsck.com> <20030807174541.GA29222@sthelens.dimstar.net> <20030807184114.GY19183@fsck.com>
Message-ID: <20030807193936.GB29222@sthelens.dimstar.net>

* Jesse Vincent <jesse at bestpractical.com> [2003-08-07 11:41]:
> > perl -pi -e 's/stalled/AwaitingCustomer/' *
> > 
> > That will change EVERY instance of "stalled" to "AwaitingCustomer" in
> > every file in a given directory. 
> 
> RT sometimes useses the word "installed" in various places. Be careful
> ;)

Well, yeah, I'd hope that anyone that uses that would do so on a copy,
or in some way keep a backup of the original. :)

-- 
Russ Johnson
Dimension 7/Stargate Online
http://www.dimstar.net

Top post? http://www.caliburn.nl/topposting.html

Random thought #5 (Collect all 19)
"Freedom is not worth having if it does not include the freedom to make mistakes. It passes my comprehension how human beings, be they ever so experienced and able, can delight in depriving other human beings of that precious right." - Mohandas K. Ghandi


From jesse at bestpractical.com  Thu Aug  7 15:42:05 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 7 Aug 2003 15:42:05 -0400
Subject: [rt-users] Strange characters for apostrophes
In-Reply-To: <20030807193801.GA8000@bigfoot.com>
References: <20030807193801.GA8000@bigfoot.com>
Message-ID: <20030807194205.GA19183@fsck.com>

Upgrade to RT 3.0.4 or perhaps even RT 3.0.5preX and it should behave
better.


On Thu, Aug 07, 2003 at 03:38:01PM -0400, Viraj Alankar wrote:
> Hello,
> 
> I am using RT 3.0.3. Recently there was a comment posted via web on a ticket
> that has strange characters where I believe should be apostrophes. On Internet
> Explorer they are squares and usually about 3 characters. I do know in mutt
> the characters display as:
> 
> ?????\200???
> 
> What would cause this problem and is any way to resolve it? It seems related
> to UTF8, but I'm not certain. Thanks for any help.
> 
> Viraj.
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 alex at rnp.br  Thu Aug  7 15:53:11 2003
From: alex at rnp.br (Alex Soares de Moura)
Date: Thu, 7 Aug 2003 16:53:11 -0300
Subject: [rt-users] Cleaning up 1.0.7 database before migration to 3.0.4
Message-ID: <003f01c35d1d$8869b690$0d3f11c8@ncrj.rnp.br>

Hello,

I need to cleanup a RT 1.0.7 database before migrating to RT 3.0.4
and need tips to filter out the unwanted queues and tickets opened
by spam.

What would happen if I run the "import-1.0-to-2.0" script after deleting
the unwanted "queue_id" records from the "queues" table?  It'll ignore 
the tickets (and the transactions) referring to those deleted queue_ids
or break? And what would be the simplest way to erase the "spam 
tickets" before running the script?

I'm asking all this because: 

1) my dept. is about to run it's own RT and don't need data of other depts. 
   queues
2) the fist trials of migration took much more than 72h in a Dell 1650
(P3 1.4GHz, 2GB RAM, 100MB SCSI-3 HDDs) and we cancelled the 
migration before finishing. 
3) The RT 1.0.7 db has a little bit less than 25.000 tickets and we really 
need a to keep our dept. queues' tickets.

I appreciate your help,

Alex
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From Robert.Sullivan at rhi.com  Thu Aug  7 16:31:01 2003
From: Robert.Sullivan at rhi.com (Sullivan, Robert (HQP))
Date: Thu, 7 Aug 2003 13:31:01 -0700
Subject: [rt-users] Fresh start error Apache 1.28 mod_perl1
Message-ID: <00A851B1D52D3940B03DE868CCF0E6140A6A0736@HQPEX006.corp.rhalf.com>

Ok,

So 8th time must be a charm... I started with a fresh install of Apache
1.3.28 and mod_perl-1.28 installed and compiled per instructions on mod_perl
apache.org site. This went well and I did not see any errors however I
edited the httpd.conf file start Apache and this is what I get. 

Now according to the instructions given at Apache it was compiled with
Everything=1 

Anyhelp would be appreciated or if someone can point me on how to compiling
Apache2 with Fastcgi I would go that route. 

/usr/local/apache/conf
 ./apachectl start
Odd number of elements in hash assignment at
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 154.
[Thu Aug  7 13:20:38 2003] [error] unknown field mod_perl must be compiled
with PERL_METHOD_HANDLERS=1 (or EVERYTHING=1) to use  passed to constructor
for class HTML::Mason::ExceptionCompilation 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 5) line 1.

Syntax error on line 1001 of /usr/local/apache/conf/httpd.conf:
unknown field mod_perl must be compiled with PERL_METHOD_HANDLERS=1 (or
EVERYTHING=1) to use  passed to constructor for class
HTML::Mason::ExceptionCompilation 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 5) line 1.

./apachectl start: httpd could not be started


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From lists at konfido.de  Thu Aug  7 18:26:38 2003
From: lists at konfido.de (Matthias Juchem)
Date: Fri, 8 Aug 2003 00:26:38 +0200
Subject: [rt-users] RT 3.0.4 and AdminCcs / convert script and sequences
Message-ID: <200308080026.51120.lists@konfido.de>

Hi.

I've just installed RT 3.0.4 from scratch and imported the date from an RT2 instance.

My RDBMS is Postgres 7.3.

1. After the dump and import with the rt2-to-rt3 package (current version), I had to correct the sequences (find out the highest ID number and do a "select setval('foo_id_seq',1234)")

2. AdminCcs do not work. 

Aug  7 23:56:00 server RT: <rt-3.0.4-1177-5071.0.748484550742461 at bar.com> #1177/5071 - Scrip 2  (/usr/local/rt3/lib/RT/Action/SendEmail.pm:92)
Aug  7 23:56:00 server RT: <rt-3.0.4-1177-5071.0.748484550742461 at bar.com> sent To: foo at bar2.com Cc:  Bcc:  (/usr/local/rt3/lib/RT/Action/SendEmail.pm:302)
Aug  7 23:56:00 server RT: <rt-3.0.4-1177-5071.8.34196639316865 at bar.com> #1177/5071 - Scrip 3  (/usr/local/rt3/lib/RT/Action/SendEmail.pm:92)
Aug  7 23:56:00 server RT: <rt-3.0.4-1177-5071.8.34196639316865 at bar.com>  No recipients found. Not sending.  (/usr/local/rt3/lib/RT/Action/SendEmail.pm:257)

Scrip 2 is Autorespond to Requestor; Scrip 3 the notification for AdminCcs. There is an AdminCc for that queue, so I don't quite know where to look for errors.

I've created a new user and added it as AdminCc, without success. I've removed the old one and re-added it as AdminCc, without success.

Any ideas? Are there any known issues with RT3 or with Postgres?

Regards,
 Matthias

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From chris at eng.nhicolo.com  Thu Aug  7 20:40:26 2003
From: chris at eng.nhicolo.com (Chris)
Date: Thu, 7 Aug 2003 17:40:26 -0700 (PDT)
Subject: [rt-users] rt attachment handling via mailgate
Message-ID: <Pine.GSO.4.44.0308071712570.9923-100000@genesis.nhicolo.com>

I searched the docs and FAQ without any avail as to the answer if RT2 or
RT3 handle attachment from mailgate.

Basically, all I want is for RT to handle incoming mail  with attachment.
As of now, it's bouncing back with the following:

   "/usr/local/rt3/bin/rt-mailgate --queue techsupport --action
correspond". Command output: RT server error.  The RT
    server which handled your email did not behave as expected. It said:
    <html><body>  <p align="center"><font face="Verdana, Arial, Helvetica,
    sans-serif"><b>System error</b></font></p> <table border="0"
    cellspacing="0" cellpadding="1">  <tr>   <td nowrap="nowrap"
align="left"
    valign="top"><font face="Verdana, Arial, Helvetica, sans-serif"
    size="-2"><b>error:</b>&nbsp;</font></td>   <td align="left"
    valign="top"><font face="Verdana, Arial, Helvetica, sans-serif"
    size="-2">MIME::Parser: can't open tmpfile: Invalid
    argument<br></font></td>  </tr>  <tr>   <td nowrap="nowrap"
align="left"
    valign="top"><font face="Verdana, Arial, Helvetica, sans-serif"

specs: freebsd-5.0 with RT3.

Am I missing something?

-c



From jesse at bestpractical.com  Fri Aug  8 01:20:14 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 8 Aug 2003 01:20:14 -0400
Subject: [rt-users] Memory and performance of the mail gateway
Message-ID: <20030808052014.GD19183@fsck.com>

I spent the afternoon digging through the performance and memory
problems people have been seeing with 3.0.x.  I was able to improve
performance significantly on large messages, though the memory footprint
is still heavy. (Due to the way that perl works, it's not going to
really "let go" of memory, though it will reuse it in subsequent
processing)

In the stats quoted below, /tmp/msg is a 500 byte message.  /tmp/ex is a
10,000,000 (10 megabyte) message. I was able to improve processing on a
the 10 meg message by a factor of 4. This should be enough to cut down
the timeout issues folks are seeing. Some of the fix will be in RT
3.0.5. The rest will be in DBIx::SearchBuilder 0.90, which should be out
tonight. Upgrading your current version of searchbuilder to 0.90 should
result in significantly better performance when mailing large
attachments to RT.


BEFORE:
[localhost:~] root# time /opt/rt3/bin/rt-mailgate --action correspond --queue general --url http://localhost/ --debug < /tmp/msg
Connecting to http://localhost//REST/1.0/NoAuth/mail-gateway at /opt/rt3/bin/rt-mailgate line 403, <> chunk 1.
ok
Ticket: 49
Queue: General
Owner: Nobody
Status: new
Subject: 
Requestor: jesse at fsck.com
0.330u 0.030s 0:03.42 10.5%     0+0k 0+0io 0pf+0w
[localhost:~] root# time /opt/rt3/bin/rt-mailgate --action correspond --queue general --url http://localhost/ --debug < /tmp/ex
Connecting to http://localhost//REST/1.0/NoAuth/mail-gateway at /opt/rt3/bin/rt-mailgate line 403, <> chunk 1.
ok
Ticket: 50
Queue: General
Owner: Nobody
Status: new
Subject: using rt on the web &#40;revised&#41;
Requestor: jen at englishmajor.com
2.470u 1.000s 2:14.06 2.5%      0+0k 0+0io 0pf+0w



AFTER:

[localhost:~] root# time /opt/rt3/bin/rt-mailgate --action correspond --queue general --url http://localhost/ --debug < /tmp/msg
Connecting to http://localhost//REST/1.0/NoAuth/mail-gateway at /opt/rt3/bin/rt-mailgate line 404, <> chunk 1.
ok
Ticket: 47
Queue: General
Owner: Nobody
Status: new
Subject: 
Requestor: jesse at fsck.com
0.350u 0.050s 0:04.08 9.8%      0+0k 0+0io 0pf+0w
[localhost:~] root# time /opt/rt3/bin/rt-mailgate --action correspond --queue general --url http://localhost/ --debug < /tmp/ex 
Connecting to http://localhost//REST/1.0/NoAuth/mail-gateway at /opt/rt3/bin/rt-mailgate line 404, <> chunk 1.
ok
Ticket: 48
Queue: General
Owner: Nobody
Status: new
Subject: using rt on the web &#40;revised&#41;
Requestor: jen at englishmajor.com
2.610u 0.900s 0:33.86 10.3%     0+0k 0+0io 0pf+0w
[localhost:~] root# 

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


From jec at rptec.ch  Fri Aug  8 04:12:58 2003
From: jec at rptec.ch (Jean-Eric Cuendet)
Date: 08 Aug 2003 10:12:58 +0200
Subject: [rt-users] Template variables
Message-ID: <1060330378.2340.208.camel@wks20.rptec.ch>

Hi,
I have 2 questions:
1. Where can I found the list of what can be embedded in a Template? The
only one I know is what is already in some templates (Ticket->id or
Transaction->description) but is there any doc about them?

2. I'd like to add either the complete correspondence or the mail body
that created the ticket in the resolved template. Is it possible? How?

Thanks.
-jec

-- 
Jean-Eric Cuendet
Riskpro Technologies SA
Av du 14 avril 1b, 1020 Renens Switzerland
Principal: +41 21 637 0110  Fax: +41 21 637 01 11
Direct: +41 21 637 0123
E-mail: jean-eric.cuendet at rptec.ch
http://www.rptec.ch
--------------------------------------------------------




From hwagener at hamburg.fcb.com  Fri Aug  8 05:00:32 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Fri, 8 Aug 2003 11:00:32 +0200
Subject: [rt-users] Can someone send me Statistics3.tgz
In-Reply-To: <20030807190452.GZ19183@fsck.com>
References: <EAE259771F2EC14FA976D89B81BE21970413C7@exmail.comfedcu.org> <07162446-C902-11D7-9F88-003065DC18B8@hamburg.fcb.com> <20030807190452.GZ19183@fsck.com>
Message-ID: <C3FD6995-C97E-11D7-994C-003065DC18B8@hamburg.fcb.com>

On Donnerstag, 7. August 2003, at 21:04 Uhr, Jesse Vincent wrote:

> now mirrored in contrib.
>
> 	-j
>
>

Thanks alot!
I will be on vacation next week - I plan on writing a bit of 
documentation then, because right now the package only contains the 
files, which might be a bit hard for newcomers.

Regards,
     Harald Wagener



From alistair.james at eng.ox.ac.uk  Fri Aug  8 05:21:47 2003
From: alistair.james at eng.ox.ac.uk (Alistair James)
Date: Fri, 8 Aug 2003 10:21:47 +0100
Subject: [rt-users] Can someone send me Statistics3.tgz
In-Reply-To: <C3FD6995-C97E-11D7-994C-003065DC18B8@hamburg.fcb.com>
Message-ID: <LCENLNIKMPHHAFFDIPFIEEJACAAA.alistair.james@eng.ox.ac.uk>

To run the stats on RH7.2 with rt 3.0.4, I had to upgrade gd to 2.0.15
(Visit www.boutell.com/gd to get the tar & see the documentation if needed.

I now get lots of cool graphs!!!

Harold : Thanks a lot for this great add-on.

Alistair James

Department of Engineering Science
University of Oxford

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Harald Wagener
Sent: 08 August 2003 10:01
To: Jesse Vincent
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Can someone send me Statistics3.tgz



On Donnerstag, 7. August 2003, at 21:04 Uhr, Jesse Vincent wrote:

> now mirrored in contrib.
>
> 	-j
>
>

Thanks alot!
I will be on vacation next week - I plan on writing a bit of
documentation then, because right now the package only contains the
files, which might be a bit hard for newcomers.

Regards,
     Harald Wagener

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 Gary.Holmes at SurfControl.com  Fri Aug  8 05:53:18 2003
From: Gary.Holmes at SurfControl.com (Gary Holmes)
Date: Fri, 8 Aug 2003 10:53:18 +0100 
Subject: [rt-users] Validating RT users via Active Directory
Message-ID: <B1BE16C7DD91C846821C56B5F7CEDDC64CA840@bell.surfcontrol.com>

Hi all,

I have a request and an opportunity to share.

We currently use RT 2.0.13 but are in the process of migrating to 3.0.X.
At the same time, we're moving from NT domains to Active Directory, so
I've been watching the threads on RT and AD integration closely.

Seems to me that, so far, all I've seen is people using LDAP to lookup
user info essentially via the mailgate to populate new users as they
submit requests. This is cool, we've been doing something like that 
here for over a year with an external directory.

However, what I really want to do is to get users to have a single
login name and password everywhere and so I want to authenticate access
to RT via AD, and not via the password in RT.

I've not found anything on Linux which does this directly. Thus my
request is for any info on anything that does.

The opportunity is that I've found a way to do it. It's rather convoluted
as it involves a piece of ASP sitting on an SSL protected IIS server that
acts as a web service to do the authentication for me as I don't want
passwords
flying over the wire in clear text. I simply call that from
.../rt3/lib/RT/User_Local.pm and voila! AD authenticated users. I'd be
more than happy to post that code here, in all it's crudeness, if anyone is
interested - unless there's a better way!

(FWIW - I've also got this working on RT2 also).

BTW - our RT3 is running on RH9. Having followed Harald's lead, it works
perfectly.
RH9, local built perl 5.8.0, local built apache 1.3.28 with mod_perl 1.28.

Regards,
Gary

Get the latest news on SurfControl and our products,
subscribe to our monthly e-newsletter, SurfAdvisory at:
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From hwagener at hamburg.fcb.com  Fri Aug  8 07:18:13 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Fri, 8 Aug 2003 13:18:13 +0200
Subject: [rt-users] Can someone send me Statistics3.tgz
In-Reply-To: <LCENLNIKMPHHAFFDIPFIEEJACAAA.alistair.james@eng.ox.ac.uk>
References: <LCENLNIKMPHHAFFDIPFIEEJACAAA.alistair.james@eng.ox.ac.uk>
Message-ID: <FFD20541-C991-11D7-994C-003065DC18B8@hamburg.fcb.com>

On Freitag, 8. August 2003, at 11:21 Uhr, Alistair James wrote:

> To run the stats on RH7.2 with rt 3.0.4, I had to upgrade gd to 2.0.15
> (Visit www.boutell.com/gd to get the tar & see the documentation if 
> needed.
>
> I now get lots of cool graphs!!!
>

The latest GD::Graph package available via CPAN requires gd 2.x indeed. 
If You cannot upgrade from version 1.8.x, which is part of most 
distributions, You need to get hold of older version of GD::Graph and 
all it's dependencies.

Like I already mentioned, I need to write some documentation soon.

Regards,
     Harald

-- 
The Statistics Package for RT 3 is available at
http://www.tzi.de/~hollow/Statistics3.tgz



From jec at rptec.ch  Fri Aug  8 07:19:49 2003
From: jec at rptec.ch (Jean-Eric Cuendet)
Date: 08 Aug 2003 13:19:49 +0200
Subject: [rt-users] Validating RT users via Active Directory
In-Reply-To: <B1BE16C7DD91C846821C56B5F7CEDDC64CA840@bell.surfcontrol.com>
References: <B1BE16C7DD91C846821C56B5F7CEDDC64CA840@bell.surfcontrol.com>
Message-ID: <1060341589.2588.214.camel@wks20.rptec.ch>

> Seems to me that, so far, all I've seen is people using LDAP to lookup
> user info essentially via the mailgate to populate new users as they
> submit requests. This is cool, we've been doing something like that 
> here for over a year with an external directory.

We are authenticating users with LDAP (OpenLDAP 2.0.x). LDAP forward the
password request to our NT4 (Samba 2.2) domain controler.
This is done the following:
- SSL protected RT. Done in Apache 1.3, nothing related to
RT/Authentication. This let us pass password in clear in the SSL tunnel.
- We use Apache auth_net_ldap module for authentication. Apache ask LDAP
for user/password matching and if successful, forward the variable
USER=<user> to RT.
- RT is set to external authentication so it uses the USER=<user>
variable to get the user connecting.

This is very simple and works really well. We don't use the RT password,
only the NT4 password (forwarded from LDAP).

Hope this helps. Ask if you need help on setting that.
AD is the same as LDAP+Kerberos and quite the same as OpenLDAP+NT4
domain. So integrating AD in RT should not be a problem.
Bye.
-jec

> 
> However, what I really want to do is to get users to have a single
> login name and password everywhere and so I want to authenticate access
> to RT via AD, and not via the password in RT.
> 
> I've not found anything on Linux which does this directly. Thus my
> request is for any info on anything that does.
> 
> The opportunity is that I've found a way to do it. It's rather convoluted
> as it involves a piece of ASP sitting on an SSL protected IIS server that
> acts as a web service to do the authentication for me as I don't want
> passwords
> flying over the wire in clear text. I simply call that from
> .../rt3/lib/RT/User_Local.pm and voila! AD authenticated users. I'd be
> more than happy to post that code here, in all it's crudeness, if anyone is
> interested - unless there's a better way!
> 
> (FWIW - I've also got this working on RT2 also).
> 
> BTW - our RT3 is running on RH9. Having followed Harald's lead, it works
> perfectly.
> RH9, local built perl 5.8.0, local built apache 1.3.28 with mod_perl 1.28.
> 
> Regards,
> Gary
> 
> Get the latest news on SurfControl and our products,
> subscribe to our monthly e-newsletter, SurfAdvisory at:
> http://surfcontrol.us-hosts.com/sc/subscribe
> 
> *********************************************************************
> The information in this email is confidential and may be legally
> privileged. It is intended solely for the addressee. Access to this
> email by anyone else is unauthorized. If you are not the intended
> recipient, any disclosure, copying, distribution or any action taken
> or omitted to  be taken in reliance on it, is prohibited and may be
> unlawful. If you believe that you have received this email in error,
> please contact the sender.
> *********************************************************************
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
-- 
Jean-Eric Cuendet
Riskpro Technologies SA
Av du 14 avril 1b, 1020 Renens Switzerland
Principal: +41 21 637 0110  Fax: +41 21 637 01 11
Direct: +41 21 637 0123
E-mail: jean-eric.cuendet at rptec.ch
http://www.rptec.ch
--------------------------------------------------------




From pape-rt at inf.fu-berlin.de  Fri Aug  8 07:43:04 2003
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Fri, 08 Aug 2003 13:43:04 +0200
Subject: [rt-users] Can RTFM 2.0 RC2 only be used by privileged users?
Message-ID: <2147483647.1060350184@[10.0.255.35]>

The newest RTFM (2.0RC2) installer does not install anything to 
SelfService. If an unprivileged  user logs into RT, there is no tab, which 
redirects him to RTFM.

Even if he tries to load an URL under RTFM/FAQs.html which we provide on a 
help tab, he will become redirected to his RT start page.

For now I doubled some pages and Elements from RTFM to SelfService/RTFM to 
cope with this, but the questions remains, if in the final version there 
will be again (it was in previous versions!) a selfservice interface for 
RTFM?

Regards,
Dirk.


From osimon at picturesafe.de  Fri Aug  8 09:29:52 2003
From: osimon at picturesafe.de (Oliver Simon)
Date: 08 Aug 2003 15:29:52 +0200
Subject: [rt-users] rt2-to-rt3
Message-ID: <1060349391.22594.60.camel@bastard.picturesafe.de>

Hi there,

some time ago I downloaded a script called rt-2-to-rt-3 which should
migrate an existing database rt2 to the new rt3-structure.
All fine, at the end it dropped me some errors complaining it could not
set some mailadresses as watchers ... ? But we don?t care about that
now, the real Problem is, that after the migration ended, I tried to
login with my pass from the rt2 db, not working, even the pass from the
rt3 db did not work .. ?

A <select * from Users where key like "%os%";> in mysql on rt3-db told
me, that my pass was empty, but even an empty pass does not let me login
... ?

Any ideas about that ?

Thanks a lot, ...olli





From seph at directionless.org  Fri Aug  8 09:36:20 2003
From: seph at directionless.org (seph)
Date: Fri, 08 Aug 2003 09:36:20 -0400
Subject: [rt-users] Validating RT users via Active Directory
In-Reply-To: <1060341589.2588.214.camel@wks20.rptec.ch> (Jean-Eric Cuendet's
 message of "08 Aug 2003 13:19:49 +0200")
References: <B1BE16C7DD91C846821C56B5F7CEDDC64CA840@bell.surfcontrol.com>
	<1060341589.2588.214.camel@wks20.rptec.ch>
Message-ID: <w52u18smfu3.fsf@lame.message.id>

> - RT is set to external authentication so it uses the USER=<user>
> variable to get the user connecting.

A minor correction, by default that's REMOTE_USER, not USER. though it
should be overridable in the current RT version.

seph


From pape-rt at inf.fu-berlin.de  Fri Aug  8 10:20:57 2003
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Fri, 08 Aug 2003 16:20:57 +0200
Subject: [rt-users] Bug: Two lines in html/User/Prefs.html need to be swapped
Message-ID: <2147483647.1060359657@eremix>

otherwise the html is too broken if externalUserAuth is used. Here is the 
patch:

Dirk.

--- Prefs.html.orig     Fri Aug  8 15:37:39 2003
+++ Prefs.html.new      Fri Aug  8 16:18:29 2003
@@ -75,8 +75,8 @@
 </TD>
 </TR>
 </TABLE>
-% }
 <& /Elements/TitleBoxEnd &>
+% }
 </TD>
 <TR>



From lists at flothow.de  Fri Aug  8 10:46:19 2003
From: lists at flothow.de (Sebastian Flothow)
Date: Fri, 8 Aug 2003 16:46:19 +0200
Subject: [rt-users] rt attachment handling via mailgate
In-Reply-To: <Pine.GSO.4.44.0308071712570.9923-100000@genesis.nhicolo.com>
Message-ID: <12807B9C-C9AF-11D7-A69D-000393B2BB20@flothow.de>

Am Freitag, den 8. August 2003, um 02:40, schrieb Chris:
> I searched the docs and FAQ without any avail as to the answer if RT2 or
> RT3 handle attachment from mailgate.

RT does handle attachments.


> MIME::Parser: can't open tmpfile: Invalid argument

Maybe bad permissions on the tmp dir, or a mistake in your config?



Sebastian

--
Sebastian Flothow
sebastian at flothow.de

 > Because it reverses the logical flow of conversation.
Why is top posting frowned upon?



From Philip.Colmer at proquest.co.uk  Fri Aug  8 10:51:08 2003
From: Philip.Colmer at proquest.co.uk (Colmer, Philip)
Date: Fri, 8 Aug 2003 15:51:08 +0100 
Subject: [rt-users] Any way of performing an unmerge?
Message-ID: <CEEE169F5089F343B3BB2167BE8628C9013AFF31@exchange.private.chadwyck.co.uk>



--
Philip Colmer, MBCS CEng?CCSE?????????? Tel: 01223 271223
I.T. Manager??????????????????????????? Fax: 01223 215513
ProQuest Information & Learning
The Quorum, Barnwell Road, Cambridge, CB5 8SW
I've just merged a ticket into the wrong ticket.

Is there any way of unmerging it with RT 3?

--Philip



From valankar at access4less.net  Fri Aug  8 10:57:19 2003
From: valankar at access4less.net (Viraj Alankar)
Date: Fri, 8 Aug 2003 10:57:19 -0400
Subject: [rt-users] Strange characters for apostrophes
In-Reply-To: <20030807194205.GA19183@fsck.com>
References: <20030807193801.GA8000@bigfoot.com> <20030807194205.GA19183@fsck.com>
Message-ID: <20030808145719.GA4842@bigfoot.com>

On Thu, Aug 07, 2003 at 03:42:05PM -0400, Jesse Vincent wrote:
> Upgrade to RT 3.0.4 or perhaps even RT 3.0.5preX and it should behave
> better.

Upgraded to 3.0.4 and still notice the problem, this time with 'dash'
characters. Anything else I can try? Do I need to go to 3.0.5pre?

It turns out the way the comment was entered was by copying text from MS Word
and pasting it in the form in the browser.

Viraj.

> On Thu, Aug 07, 2003 at 03:38:01PM -0400, Viraj Alankar wrote:
> > Hello,
> > 
> > I am using RT 3.0.3. Recently there was a comment posted via web on a ticket
> > that has strange characters where I believe should be apostrophes. On Internet
> > Explorer they are squares and usually about 3 characters. I do know in mutt
> > the characters display as:
> > 
> > ?????\200???
> > 
> > What would cause this problem and is any way to resolve it? It seems related
> > to UTF8, but I'm not certain. Thanks for any help.
> > 
> > Viraj.
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.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 jbarrett at pogozone.com  Fri Aug  8 12:33:31 2003
From: jbarrett at pogozone.com (Jacob S. Barrett)
Date: Fri, 08 Aug 2003 09:33:31 -0700
Subject: [rt-users] Can someone send me Statistics3.tgz
In-Reply-To: <FFD20541-C991-11D7-994C-003065DC18B8@hamburg.fcb.com>
References: <LCENLNIKMPHHAFFDIPFIEEJACAAA.alistair.james@eng.ox.ac.uk> <FFD20541-C991-11D7-994C-003065DC18B8@hamburg.fcb.com>
Message-ID: <3F33D0DB.7010209@pogozone.com>

I have GD::Graph and GD2 installed, but I don't get any graphs.  I just 
get a broken image.  I don't get any messages in the apache error log. 
Is there any debugging that can be turned on?

Thanks,
Jake

-- 
Jacob S. Barrett
Chief Technology Officer
PogoZone LLC

   email: jbarrett at pogozone.com
     web: www.pogozone.com
   voice: 360-676-8772
     fax: 360-733-3941
address: 114 W. Magnolia Street Suite 417
          Bellingham, Washington 98225



From jesse at bestpractical.com  Fri Aug  8 13:16:08 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 8 Aug 2003 13:16:08 -0400
Subject: [rt-users] Can RTFM 2.0 RC2 only be used by privileged users?
In-Reply-To: <2147483647.1060350184@[10.0.255.35]>
References: <2147483647.1060350184@[10.0.255.35]>
Message-ID: <20030808171608.GI19183@fsck.com>



On Fri, Aug 08, 2003 at 01:43:04PM +0200, Dirk Pape wrote:
> The newest RTFM (2.0RC2) installer does not install anything to 
> SelfService. If an unprivileged  user logs into RT, there is no tab, which 
> redirects him to RTFM.

Correct. The SelfService stuff wasn't quite as ready for primetime as
the rest of RTFM. So it got moved out to the "2.1" branch. Once we get
2.0 out, we'll start work on 2.1-2.2

	-jesse

> 
> Even if he tries to load an URL under RTFM/FAQs.html which we provide on a 
> help tab, he will become redirected to his RT start page.
> 
> For now I doubled some pages and Elements from RTFM to SelfService/RTFM to 
> cope with this, but the questions remains, if in the final version there 
> will be again (it was in previous versions!) a selfservice interface for 
> RTFM?
> 
> 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
> 

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


From jesse at bestpractical.com  Fri Aug  8 13:22:42 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 8 Aug 2003 13:22:42 -0400
Subject: [rt-users] Strange characters for apostrophes
In-Reply-To: <20030808145719.GA4842@bigfoot.com>
References: <20030807193801.GA8000@bigfoot.com> <20030807194205.GA19183@fsck.com> <20030808145719.GA4842@bigfoot.com>
Message-ID: <20030808172242.GJ19183@fsck.com>



On Fri, Aug 08, 2003 at 10:57:19AM -0400, Viraj Alankar wrote:
> On Thu, Aug 07, 2003 at 03:42:05PM -0400, Jesse Vincent wrote:
> > Upgrade to RT 3.0.4 or perhaps even RT 3.0.5preX and it should behave
> > better.
> 
> Upgraded to 3.0.4 and still notice the problem, this time with 'dash'
> characters. Anything else I can try? Do I need to go to 3.0.5pre?
> 
> It turns out the way the comment was entered was by copying text from MS Word
> and pasting it in the form in the browser.

Sounds like word is using something non-standard for dashes.

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


From valankar at access4less.net  Fri Aug  8 13:34:44 2003
From: valankar at access4less.net (Viraj Alankar)
Date: Fri, 8 Aug 2003 13:34:44 -0400
Subject: [rt-users] Strange characters for apostrophes
In-Reply-To: <20030808172242.GJ19183@fsck.com>
References: <20030807193801.GA8000@bigfoot.com> <20030807194205.GA19183@fsck.com> <20030808145719.GA4842@bigfoot.com> <20030808172242.GJ19183@fsck.com>
Message-ID: <20030808173444.GA5676@bigfoot.com>

On Fri, Aug 08, 2003 at 01:22:42PM -0400, Jesse Vincent wrote:
> 
> 
> 
> On Fri, Aug 08, 2003 at 10:57:19AM -0400, Viraj Alankar wrote:
> > On Thu, Aug 07, 2003 at 03:42:05PM -0400, Jesse Vincent wrote:
> > > Upgrade to RT 3.0.4 or perhaps even RT 3.0.5preX and it should behave
> > > better.
> > 
> > Upgraded to 3.0.4 and still notice the problem, this time with 'dash'
> > characters. Anything else I can try? Do I need to go to 3.0.5pre?
> > 
> > It turns out the way the comment was entered was by copying text from MS Word
> > and pasting it in the form in the browser.
> 
> Sounds like word is using something non-standard for dashes.

One thing I notice is if I write the following in Word:

blah's

and then cut and paste this in notepad, the apostrophe is different from the
normal apostrophe as entered directly in notepad. The apostrophe is slanted
a little bit.

I don't know much about character translation, but I know Word has different
types of apostrophes, opening and closing. Any way this can be worked around?

As a test, in RT2, copying over from Word works fine. But in RT3 it does not.

Viraj.


From jgedeon at qualcomm.com  Fri Aug  8 15:16:57 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Fri, 08 Aug 2003 12:16:57 -0700
Subject: [rt-users] SQL statements
Message-ID: <5.1.0.14.2.20030808115618.03a8f410@unixmail.qualcomm.com>

Hi all,

      I am trying to diagnose a bottle neck in RT. I want to see what sql 
statements are being executed so that I can see how I can optimize them/the 
database to speed things up. If that even fixes the problem.

Thanks for the help.
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 wright at smx.pair.com  Fri Aug  8 15:35:42 2003
From: wright at smx.pair.com (Dan Wright)
Date: Fri, 8 Aug 2003 15:35:42 -0400 (EDT)
Subject: [rt-users] URL Dependencies.
Message-ID: <Pine.BSF.4.30.0308081533050.29451-100000@smx.pair.com>

Hi,

 I'm having a problem in version 3.0.4 with a ticket dependency.  I added a
ticket dependency as a URL to another ticket.  The URL shows up fine in the
Relationships section.  However, when I try to edit the ticket links, I get
this:

error:   Can't call method "Id" on an undefined value at
/usr/local/rt/share/html/Ticket/Elements/EditLinks line 40.
context:
...
36:  <td class="value">
37:  % while (my $link = $Ticket->DependsOn->Next) {
38:  % my $member = $link->TargetObj;
39:  <INPUT TYPE=CHECKBOX NAME="DeleteLink--<%$link->Type%>-<%$link->Target%>">
40:  <a
href="<%$RT::WebPath%>/Ticket/Display.html?id=<%$member->Id%>"><%$member->Id%></a>:
(<%$member->OwnerObj->Name%>) <%$member->Subject%>
41:  [<%$member->Status%>]<br>
42:  % }
43:  </td>
44:  </tr>
...
code stack:  /usr/local/rt/share/html/Ticket/Elements/EditLinks:40
/usr/local/rt/share/html/Ticket/ModifyLinks.html:36
/usr/local/rt/share/html/autohandler:163



[raw error]

Can't call method &quot;Id&quot; on an undefined value at
/usr/local/rt/share/html/Ticket/Elements/EditLinks line 40.


Trace begun at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm
line 131
HTML::Mason::Exceptions::rethrow_exception('Can\'t call method &quot;Id&quot; on
an undefined value at /usr/local/rt/share/html/Ticket/Elements/EditLinks line
40.^J') called at /usr/local/rt/share/html/Ticket/Elements/EditLinks line 40
HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x99adc18)') called
at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9576bb4)',
'Ticket', 'RT::Ticket=HASH(0x99adc18)') called at
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1062
eval {...}('HTML::Mason::Component::FileBased=HASH(0x9576bb4)', 'Ticket',
'RT::Ticket=HASH(0x99adc18)') called at
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1056
HTML::Mason::Request::comp(undef, undef, 'Ticket', 'RT::Ticket=HASH(0x99adc18)')
called at /usr/local/rt/share/html/Ticket/ModifyLinks.html line 36
HTML::Mason::Commands::__ANON__('id', 785, 'id', 785) called at
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x957fa58)',
'id', 785, 'id', 785) called at
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1062
eval {...}('HTML::Mason::Component::FileBased=HASH(0x957fa58)', 'id', 785, 'id',
785) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line
1056
HTML::Mason::Request::comp(undef, undef, 'id', 785, 'id', 785) called at
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 752
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x999d354)',
'id', 785) called at /usr/local/rt/share/html/autohandler line 163
HTML::Mason::Commands::__ANON__('id', 785) called at
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8f4ac98)',
'id', 785) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm
line 1057
eval {...}('HTML::Mason::Component::FileBased=HASH(0x8f4ac98)', 'id', 785)
called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1056
HTML::Mason::Request::comp(undef, undef, undef, 'id', 785) called at
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 331
eval {...}(undef, undef, undef, 'id', 785) called at
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 331
eval {...}(undef, undef, undef, 'id', 785) called at
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 290
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x999d354)')
called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line
134
eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x999d354)') called at
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x999d354)')
called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line
792
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x91f81f8)',
'Apache=SCALAR(0x963b27c)') called at /usr/local/rt/bin/webmux.pl line 118
RT::Mason::handler('Apache=SCALAR(0x963b27c)') called at /dev/null line 0
eval {...}('Apache=SCALAR(0x963b27c)') called at /dev/null line 0




From cwfox at fujitsu.com  Fri Aug  8 15:45:01 2003
From: cwfox at fujitsu.com (Camron W. Fox)
Date: Fri, 8 Aug 2003 09:45:01 -1000
Subject: [rt-users] RTFM Mailing List
Message-ID: <LHEMJKEBKJNMFINGKHNHAECCCCAA.cwfox@fujitsu.com>

Alle,

	I know this is off topic, but is there a separate mailing list for RTFM
(like RTIR)?

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 ddofton at 4cls.org  Fri Aug  8 16:26:31 2003
From: ddofton at 4cls.org (Dan Dofton)
Date: Fri, 8 Aug 2003 16:26:31 -0400
Subject: [rt-users] rt ignoring admincc
Message-ID: <20030808162631.3a24f2ce.ddofton@4cls.org>

Hi list,

I setup an RT system, running RT 3.04rc2, MySQL 3.23.55, apache 1.3.27 w/
mod_perl 1.27 static, perl 5.8.0 and postfix 2.0.5-pcre on OpenBSD 3.3.

It runs good except...

My user, Dan, is a super-user and is an admincc in the two active queues. 
However, RT never sends me mail unless I am the requestor.  It sends mail
to the one other admincc, but not me.  

My maillog shows that there is not even an attempt to send me mail.

My messages log shows no errors from RT.

My apache logs also show no errors.

Any ideas of how I can fix this?  I believe creating a similar user won't
work because the email would be the same.  I have also considered
attempting to compile MySQL 4.x, but am intimidated by the mysql docs on
compiling and migration.

I am going to migrate our RT system to FreeBSD 5.1 (hopefully) on a bigger
box, but I want to make sure all my ducks are in a row before I attempt to
move the database.

Thanks for your help.
--
Dan Dofton
Automation Assistant
Four County Library System
304 Clubhouse Rd
Vestal, NY  13850
(607) 723-8236 Ext 313
ddofton at 4cls.org
www.4cls.org




From joseph85750 at yahoo.com  Fri Aug  8 17:47:19 2003
From: joseph85750 at yahoo.com (Joseph Spenner)
Date: Fri, 8 Aug 2003 14:47:19 -0700 (PDT)
Subject: [rt-users] backing up RT2
In-Reply-To: <1060341589.2588.214.camel@wks20.rptec.ch>
Message-ID: <20030808214719.71804.qmail@web13111.mail.yahoo.com>

I'm running RT 2.0.15 with mysql.
I've successfully done backup/restore, but was curious
about the rt2 database in mysql.  I've read posts
about this, but my solution is a lot simpler.  Am I
missing something?  My restored RT functions fine.

To backup the database, I have a cron job that fires
off at night and runs a script which does the
following:

now=`/bin/date +%Y.%m.%d.%H.%M`

# set dump directory
dumpdir=/space/rtdumps
/usr/bin/mysqldump --opt rt2 > $dumpdir/$now.rt2.sql

Then I backup the yyyy.mm.dd.hh.mm.rt2.sql file.

To load this into my newly built/restored RT box, I
simply do:

# mysql rt2 < YYYY.MM.DD.HH.MM.rt2.sql

( if restoring into an older RT2, go into the build
directory and 'make dropdb' , 'make install' ).

And that's pretty much it.  The dump is very fast, and
is done while everything is still running.
Is there anything I've missed?




__________________________________
Do you Yahoo!?
Yahoo! SiteBuilder - Free, easy-to-use web site design software
http://sitebuilder.yahoo.com


From rspier at pobox.com  Fri Aug  8 23:57:57 2003
From: rspier at pobox.com (Robert Spier)
Date: Fri, 08 Aug 2003 20:57:57 -0700
Subject: [rt-users] Any way of performing an unmerge?
In-Reply-To: <CEEE169F5089F343B3BB2167BE8628C9013AFF31@exchange.private.chadwyck.co.uk>
References: <CEEE169F5089F343B3BB2167BE8628C9013AFF31@exchange.private.chadwyck.co.uk>
Message-ID: <m3n0ejo52y.wl_rspier@pobox.com>

> Is there any way of unmerging it with RT 3?

Not without manually tweaking the database and changing the
EffectiveID field.


From jesse at bestpractical.com  Sat Aug  9 01:56:07 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 9 Aug 2003 01:56:07 -0400
Subject: [rt-users] Any way of performing an unmerge?
In-Reply-To: <m3n0ejo52y.wl_rspier@pobox.com>
References: <CEEE169F5089F343B3BB2167BE8628C9013AFF31@exchange.private.chadwyck.co.uk> <m3n0ejo52y.wl_rspier@pobox.com>
Message-ID: <20030809055607.GU19183@fsck.com>

IIRC, mhat at netlag.com posted the same question to rt-devel last week.
I replied with a pointer to a tool I wrote to do so for RT2. mhat
replied with a patch for rt3, which I have yet to apply.


On Fri, Aug 08, 2003 at 08:57:57PM -0700, Robert Spier wrote:
> > Is there any way of unmerging it with RT 3?
> 
> Not without manually tweaking the database and changing the
> EffectiveID field.
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 Aug  9 01:57:37 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 9 Aug 2003 01:57:37 -0400
Subject: [rt-users] Any way of performing an unmerge?
In-Reply-To: <20030809055607.GU19183@fsck.com>
References: <CEEE169F5089F343B3BB2167BE8628C9013AFF31@exchange.private.chadwyck.co.uk> <m3n0ejo52y.wl_rspier@pobox.com> <20030809055607.GU19183@fsck.com>
Message-ID: <20030809055737.GV19183@fsck.com>

Oh. no. that was the comment removal tool. But there should be an unmerge for
RT2 in http://fsck.com/pub/rt/contrib/2.0/rt-addons/ which will do most
of what you need.


On Sat, Aug 09, 2003 at 01:56:07AM -0400, Jesse Vincent wrote:
> IIRC, mhat at netlag.com posted the same question to rt-devel last week.
> I replied with a pointer to a tool I wrote to do so for RT2. mhat
> replied with a patch for rt3, which I have yet to apply.
> 
> 
> On Fri, Aug 08, 2003 at 08:57:57PM -0700, Robert Spier wrote:
> > > Is there any way of unmerging it with RT 3?
> > 
> > Not without manually tweaking the database and changing the
> > EffectiveID field.
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.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.
> 

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


From Philip.Colmer at proquest.co.uk  Sat Aug  9 05:33:36 2003
From: Philip.Colmer at proquest.co.uk (Colmer, Philip)
Date: Sat, 9 Aug 2003 10:33:36 +0100 
Subject: [rt-users] Any way of performing an unmerge?
Message-ID: <CEEE169F5089F343B3BB2167BE8628C9013AFF64@exchange.private.chadwyck.co.uk>

> > Is there any way of unmerging it with RT 3?
> 
> Not without manually tweaking the database and changing the
> EffectiveID field.

I'm up for that if it helps me to get myself out of the mess I made by
merging the wrong tickets together :-(

Can anyone tell me, though, exactly which tables & fields I need to alter? I
can (probably) handle the SQL statements if someone can just give me enough
information to find what I'm looking for.

Thanks.

--Philip

--
Philip Colmer, MBCS CEng?CCSE?????????? Tel: 01223 271223
I.T. Manager??????????????????????????? Fax: 01223 215513
ProQuest Information & Learning
The Quorum, Barnwell Road, Cambridge, CB5 8SW



From jesse at bestpractical.com  Sat Aug  9 15:49:50 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 9 Aug 2003 15:49:50 -0400
Subject: [rt-users] A further update on the RedHat 9 Storable issue ([fwd] Re: Storable Error (from: ams@wiw.org))
Message-ID: <20030809194950.GA19183@fsck.com>

Abhijit has been digging further into the Storable issue folks were
experiencing on RedHat 9. He's tracked it to a bug in perl itself, which
will be fixed in perl 5.8.1. Additionally, a new version of Storable
will soon be available which works around this issue. Collectively, I
suspect we all owe Abhijit quite a few beers.

	Best,
	Jesse

----- Forwarded message from Abhijit Menon-Sen <ams at wiw.org> -----

From: Abhijit Menon-Sen <ams at wiw.org>
To: Nicholas Clark <nick at ccl4.org>
Cc: perl5-porters at perl.org, jesse at fsck.com, jhi at iki.fi,
	vbono at vinny.org
Subject: Re: Storable Error
X-Spam-Status: No, hits=-5.9 required=7.0
	tests=AWL,BAYES_10,EMAIL_ATTRIBUTION,IN_REP_TO,QUOTED_EMAIL_TEXT,
	      REFERENCES,REPLY_WITH_QUOTES
	autolearn=ham version=2.55
X-Spam-Level: 
X-Spam-Checker-Version: SpamAssassin 2.55 (1.174.2.19-2003-05-19-exp)

At 2003-08-09 00:35:36 +0100, nick at ccl4.org wrote:
>
> I find that I can create hashes where key flags are set but HASKFLAGS
> is not with the appended patch, and running t/op/utfhash.t with -DA

Nicholas, thank you ever so much. With your patch as a starting point, I
found: chop ($a = "\x{df}".chr 256); $a{$a} = $a{"\x{df}"} = 1; %a = ();

The problem was much easier to track down thereafter. The appended patch
seems to fix it and break nothing else. I've applied it as #20587, but I
would appreciate it if you could cast an eye over it. (Can you think of
any cases I've missed?)

Jesse, this should fix the "Storable problem" people have reported under
RH9. It seems there are some things that Red Hat's Perl can't be blamed
for, after all. :-)

Jarkko, please absorb this into 5.8.1 after Nicholas writes a test^W^W^W
comments on it.

-- ams

--- hv.c~	Sat Aug  9 23:43:53 2003
+++ hv.c	Sun Aug 10 00:25:09 2003
@@ -308,6 +308,8 @@ S_hv_fetch_flags(pTHX_ HV *hv, const cha
             }
             else
                 HeKFLAGS(entry) = flags;
+            if (flags)
+                HvHASKFLAGS_on(hv);
         }
         if (flags & HVhek_FREEKEY)
             Safefree(key);
@@ -478,6 +480,8 @@ Perl_hv_fetch_ent(pTHX_ HV *hv, SV *keys
             }
             else
                 HeKFLAGS(entry) = flags;
+            if (flags)
+                HvHASKFLAGS_on(hv);
         }
        if (key != keysave)
            Safefree(key);


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

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


From JChen at paymentone.com  Sun Aug 10 01:19:31 2003
From: JChen at paymentone.com (JChen at paymentone.com)
Date: Sat, 9 Aug 2003 22:19:31 -0700 
Subject: [rt-users] I'm stuck with RT dependency Log::Dispatch
Message-ID: <339335385F9BD511B73600508BE789A001C12B27@ebimailsvr>

Hello, I've fulfilled all dependency accept the above.   I tried to install it manually without CPAN and it still require cpan to get the install to work.   Anyone have any suggestions as to how I can get Log::Dispatch to work?   Thanks!
 
Below is a what I'm seeing.....
===================================
 
Running make test
/usr/bin/perl Build test
t/basic.........ok
t/compat........ok
t/runthrough....ok
        6/18 skipped: YAML.pm is not installed t/signature.....skipped
        all skipped: Skipping unless $ENV{TEST_SIGNATURE} is true t/xs............ok 3/11# Test 4 got: 'error building lib/XSTest.o from 
'lib/XSTest.so' at 
/root/.cpan/build/Module-Build-0.19/blib/lib/Module/Build/Base.pm line 
1538.
' (t/xs.t at line 33)
#   Expected: ''
#  t/xs.t line 33 is: ok $@, '';
t/xs............ok 6/11Can't exec "gcc'": No such file or directory at 
/root/.cpan/build/Module-Build-0.19/blib/lib/Module/Build/Base.pm line 
1657.
error building lib/XSTest.o from 'lib/XSTest.so' at 
/root/.cpan/build/Module-Build-0.19/blib/lib/Module/Build/Base.pm line 
1538.
t/xs............NOK 8# Test 8 got: 'error building lib/XSTest.o from 
'lib/XSTest.so' at 
/root/.cpan/build/Module-Build-0.19/blib/lib/Module/Build/Base.pm line 
1538.
' (t/xs.t at line 50)
#   Expected: ''
#  t/xs.t line 50 is: ok $@, '';
t/xs............FAILED tests 4, 8
        Failed 2/11 tests, 81.82% okay
Failed Test Stat Wstat Total Fail  Failed  List of Failed
-------------------------------------------------------------------------------
t/xs.t                    11    2  18.18%  4 8
1 test and 6 subtests skipped.
Failed 1/5 test scripts, 80.00% okay. 2/70 subtests failed, 97.14% okay.
make: *** [test] Error 29
  /usr/bin/make test -- NOT OK
Running make install
  make test had returned bad status, won't install without force This module requires Module::Build to install itself.
 
-------------- next part --------------
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From pdh at snapgear.com  Sun Aug 10 05:53:52 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Sun, 10 Aug 2003 19:53:52 +1000
Subject: [rt-users] Upgrade 3.0.2 -> 3.0.3
In-Reply-To: <B5A4987C50B02D4B8DB479C57963462433B170@exchsrvr-1.ehealthdirect.com>
References: <B5A4987C50B02D4B8DB479C57963462433B170@exchsrvr-1.ehealthdirect.com>
Message-ID: <20030810095352.GC622@moreton.com.au>

Cassily, Ryan wrote:
> [error] Can't write to '/rt.log': Permission denied at /usr/local/lib/perl5/site_perl/5.8.0/Log/Dispatch/File.pm line 92.
> 
> The permissions are set at -rw-rw-rw- 1 daemon rt

on /rt.log? I suspect you're missing a path somewhere....
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Sun Aug 10 05:55:08 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Sun, 10 Aug 2003 19:55:08 +1000
Subject: [rt-users] Trouble installing Apache::Request
In-Reply-To: <LHEMJKEBKJNMFINGKHNHMEBICCAA.cwfox@fujitsu.com>
References: <LHEMJKEBKJNMFINGKHNHMEBICCAA.cwfox@fujitsu.com>
Message-ID: <20030810095508.GD622@moreton.com.au>

Camron W. Fox wrote:
> 	When I check the error log, I find that it cannot find Apache/Test.pm
> because it's looking in the 5.6.1 locs in /usr/lib/perl5 vice the newly
> installed 5.8.0 locs in /usr/local/lib/perl5:

Have you rebuilt mod_perl against 5.8.0?
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Sun Aug 10 05:56:21 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Sun, 10 Aug 2003 19:56:21 +1000
Subject: [rt-users] Setting a scrip to notify "Other Recipients" on ticket create.
In-Reply-To: <383145F4B99714438416873869BDC490043AD1@opal.VINTEK.LOCAL>
References: <383145F4B99714438416873869BDC490043AD1@opal.VINTEK.LOCAL>
Message-ID: <20030810095621.GE622@moreton.com.au>

Joseph Burford wrote:
> I am wanting to setup a scrip that notifies our internal support staff
> each time a new ticket is created.
> 
> The closest I have come, is creating a scrip that "notifies other
> recipients on ticket create".

OnCreate NotifyAdminCCs perhaps?
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Sun Aug 10 06:04:01 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Sun, 10 Aug 2003 20:04:01 +1000
Subject: [rt-users] SQL statements
In-Reply-To: <5.1.0.14.2.20030808115618.03a8f410@unixmail.qualcomm.com>
References: <5.1.0.14.2.20030808115618.03a8f410@unixmail.qualcomm.com>
Message-ID: <20030810100401.GH622@moreton.com.au>

John Gedeon wrote:
>      I am trying to diagnose a bottle neck in RT. I want to see what sql 
> statements are being executed so that I can see how I can optimize them/the 
> database to speed things up. If that even fixes the problem.

Investigate the query logging facility in your database software.
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Sun Aug 10 06:08:07 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Sun, 10 Aug 2003 20:08:07 +1000
Subject: [rt-users] rt ignoring admincc
In-Reply-To: <20030808162631.3a24f2ce.ddofton@4cls.org>
References: <20030808162631.3a24f2ce.ddofton@4cls.org>
Message-ID: <20030810100807.GI622@moreton.com.au>

Dan Dofton wrote:
> My user, Dan, is a super-user and is an admincc in the two active queues. 
> However, RT never sends me mail unless I am the requestor.  It sends mail
> to the one other admincc, but not me.  

This is a FAQ, and perusal of the Outgoing Mail Configuration
part of RT_Config.pm will give the answer.
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Sun Aug 10 06:12:03 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Sun, 10 Aug 2003 20:12:03 +1000
Subject: [rt-users] RT 3.0.4 and AdminCcs / convert script and sequences
In-Reply-To: <200308080026.51120.lists@konfido.de>
References: <200308080026.51120.lists@konfido.de>
Message-ID: <20030810101203.GJ622@moreton.com.au>

Matthias Juchem wrote:
> Aug  7 23:56:00 server RT: <rt-3.0.4-1177-5071.8.34196639316865 at bar.com>
> No recipients found. Not sending.
> (/usr/local/rt3/lib/RT/Action/SendEmail.pm:257)
> 
> Scrip 2 is Autorespond to Requestor; Scrip 3 the notification for
> AdminCcs. There is an AdminCc for that queue, so I don't quite know
> where to look for errors.

You're the only AdminCc, and you're performing the action. right?
See my last response to the same query, or any other time it's
been asked here.
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From Rasmus.Brogger at uni-c.dk  Sun Aug 10 18:11:10 2003
From: Rasmus.Brogger at uni-c.dk (Rasmus =?iso-8859-1?Q?Br=F8gger?=)
Date: Mon, 11 Aug 2003 00:11:10 +0200
Subject: [rt-users] I'm stuck with RT dependency Log::Dispatch
In-Reply-To: <339335385F9BD511B73600508BE789A001C12B27@ebimailsvr>
References: <339335385F9BD511B73600508BE789A001C12B27@ebimailsvr>
Message-ID: <20030810221110.GB18324@balder.sektornet.dk>

On Sat, Aug 09, 2003 at 10:19:31PM -0700, JChen at paymentone.com wrote:
> Hello, I've fulfilled all dependency accept the above.   I tried to install it manually without CPAN and it still require cpan to get the install to work.   Anyone have any suggestions as to how I can get Log::Dispatch to work?   Thanks!
>  
> Below is a what I'm seeing.....
> ===================================
>  
> Running make test
> /usr/bin/perl Build test
> t/basic.........ok
> t/compat........ok
> t/runthrough....ok
>         6/18 skipped: YAML.pm is not installed t/signature.....skipped
>         all skipped: Skipping unless $ENV{TEST_SIGNATURE} is true t/xs............ok 3/11# Test 4 got: 'error building lib/XSTest.o from 
> 'lib/XSTest.so' at 
> /root/.cpan/build/Module-Build-0.19/blib/lib/Module/Build/Base.pm line 
> 1538.
> ' (t/xs.t at line 33)
> #   Expected: ''
> #  t/xs.t line 33 is: ok $@, '';
> t/xs............ok 6/11Can't exec "gcc'": No such file or directory at 
> /root/.cpan/build/Module-Build-0.19/blib/lib/Module/Build/Base.pm line 
> 1657.
> error building lib/XSTest.o from 'lib/XSTest.so' at 
> /root/.cpan/build/Module-Build-0.19/blib/lib/Module/Build/Base.pm line 
> 1538.
> t/xs............NOK 8# Test 8 got: 'error building lib/XSTest.o from 
> 'lib/XSTest.so' at 
> /root/.cpan/build/Module-Build-0.19/blib/lib/Module/Build/Base.pm line 
> 1538.
> ' (t/xs.t at line 50)
> #   Expected: ''
> #  t/xs.t line 50 is: ok $@, '';
> t/xs............FAILED tests 4, 8
>         Failed 2/11 tests, 81.82% okay
> Failed Test Stat Wstat Total Fail  Failed  List of Failed
> -------------------------------------------------------------------------------
> t/xs.t                    11    2  18.18%  4 8
> 1 test and 6 subtests skipped.
> Failed 1/5 test scripts, 80.00% okay. 2/70 subtests failed, 97.14% okay.
> make: *** [test] Error 29
>   /usr/bin/make test -- NOT OK
> Running make install
>   make test had returned bad status, won't install without force This module requires Module::Build to install itself.
>  

The last message of you error "This module requires Module::Build to
install itself". Install Module::Build 'perl -MCPAN -e 'install
Module::Build'

Cheers
/rhb


From JChen at paymentone.com  Sun Aug 10 19:43:12 2003
From: JChen at paymentone.com (JChen at paymentone.com)
Date: Sun, 10 Aug 2003 16:43:12 -0700
Subject: [rt-users] I'm stuck with RT dependency Log::Dispatch
Message-ID: <339335385F9BD511B73600508BE789A001C12B2A@ebimailsvr>

It didn't quite work.   I had to install YAML and another module to get it to work fine.   Thanks for pointing out that I might need dependency for other modules that I'm trying to install.

Jonathan Chen

-----Original Message-----
From: Rasmus Br?gger [mailto:Rasmus.Brogger at uni-c.dk] 
Sent: Sunday, August 10, 2003 3:11 PM
To: JChen at paymentone.com
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] I'm stuck with RT dependency Log::Dispatch

On Sat, Aug 09, 2003 at 10:19:31PM -0700, JChen at paymentone.com wrote:
> Hello, I've fulfilled all dependency accept the above.   I tried to install it manually without CPAN and it still require cpan to get the install to work.   Anyone have any suggestions as to how I can get Log::Dispatch to work?   Thanks!
>  
> Below is a what I'm seeing.....
> ===================================
>  
> Running make test
> /usr/bin/perl Build test
> t/basic.........ok
> t/compat........ok
> t/runthrough....ok
>         6/18 skipped: YAML.pm is not installed t/signature.....skipped
>         all skipped: Skipping unless $ENV{TEST_SIGNATURE} is true t/xs............ok 3/11# Test 4 got: 'error building lib/XSTest.o from 
> 'lib/XSTest.so' at 
> /root/.cpan/build/Module-Build-0.19/blib/lib/Module/Build/Base.pm line 
> 1538.
> ' (t/xs.t at line 33)
> #   Expected: ''
> #  t/xs.t line 33 is: ok $@, '';
> t/xs............ok 6/11Can't exec "gcc'": No such file or directory at 
> /root/.cpan/build/Module-Build-0.19/blib/lib/Module/Build/Base.pm line 
> 1657.
> error building lib/XSTest.o from 'lib/XSTest.so' at 
> /root/.cpan/build/Module-Build-0.19/blib/lib/Module/Build/Base.pm line 
> 1538.
> t/xs............NOK 8# Test 8 got: 'error building lib/XSTest.o from 
> 'lib/XSTest.so' at 
> /root/.cpan/build/Module-Build-0.19/blib/lib/Module/Build/Base.pm line 
> 1538.
> ' (t/xs.t at line 50)
> #   Expected: ''
> #  t/xs.t line 50 is: ok $@, '';
> t/xs............FAILED tests 4, 8
>         Failed 2/11 tests, 81.82% okay
> Failed Test Stat Wstat Total Fail  Failed  List of Failed
> -------------------------------------------------------------------------------
> t/xs.t                    11    2  18.18%  4 8
> 1 test and 6 subtests skipped.
> Failed 1/5 test scripts, 80.00% okay. 2/70 subtests failed, 97.14% okay.
> make: *** [test] Error 29
>   /usr/bin/make test -- NOT OK
> Running make install
>   make test had returned bad status, won't install without force This module requires Module::Build to install itself.
>  

The last message of you error "This module requires Module::Build to
install itself". Install Module::Build 'perl -MCPAN -e 'install
Module::Build'

Cheers
/rhb


From ESantelices at ibill.com  Sun Aug 10 21:59:31 2003
From: ESantelices at ibill.com (ESantelices at ibill.com)
Date: Sun, 10 Aug 2003 21:59:31 -0400
Subject: [rt-users] Ticket Status
Message-ID: <7DC404391E19FF4B97028E7790C9C54A09A379C5@mail01.ibill.com>

How can I setup anonymous access to view ticket history or is there an
external page/script?


**********************************************************************
This email and any files transmitted with it are confidential and
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From cwfox at fujitsu.com  Sun Aug 10 23:15:39 2003
From: cwfox at fujitsu.com (Camron W. Fox)
Date: Sun, 10 Aug 2003 17:15:39 -1000
Subject: [rt-users] Trouble installing Apache::Request
In-Reply-To: <20030810095508.GD622@moreton.com.au>
Message-ID: <LHEMJKEBKJNMFINGKHNHEECGCCAA.cwfox@fujitsu.com>

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Phil Homewood
> Sent: Saturday, August 09, 2003 23:55
> To: Rt-Users at Lists. Fsck. Com
> Subject: Re: [rt-users] Trouble installing Apache::Request
> 
> 
> Camron W. Fox wrote:
> > 	When I check the error log, I find that it cannot find 
> Apache/Test.pm
> > because it's looking in the 5.6.1 locs in /usr/lib/perl5 vice the newly
> > installed 5.8.0 locs in /usr/local/lib/perl5:
> 
> Have you rebuilt mod_perl against 5.8.0?
> -- 
Phil,

	Yes, we have.

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 pdh at snapgear.com  Sun Aug 10 23:57:06 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 11 Aug 2003 13:57:06 +1000
Subject: [rt-users] Trouble installing Apache::Request
In-Reply-To: <LHEMJKEBKJNMFINGKHNHEECGCCAA.cwfox@fujitsu.com>
References: <20030810095508.GD622@moreton.com.au> <LHEMJKEBKJNMFINGKHNHEECGCCAA.cwfox@fujitsu.com>
Message-ID: <20030811035706.GK622@moreton.com.au>

Camron W. Fox wrote:
> 	When I check the error log, I find that it cannot find Apache/Test.pm
> because it's looking in the 5.6.1 locs in /usr/lib/perl5 vice the newly
> installed 5.8.0 locs in /usr/local/lib/perl5:

ok. did you previously configure libapreq under 5.6, and somehow
it's retaining that configuration?
Can you blow away the ~/.cpan/build/libapreq-1.2 dir and retry
the install from CPAN?

Also check if there is any perl 5.6 binary calling itself "perl"
anywhere in the path, perhaps.... I'm wondering if the libapreq
build is somehow picking that over the 5.8 binary....
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pape-rt at inf.fu-berlin.de  Mon Aug 11 04:22:56 2003
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Mon, 11 Aug 2003 10:22:56 +0200
Subject: [rt-users] any plan to support mime/multipart digests in RT 3?
Message-ID: <2147483647.1060597376@[10.0.255.35]>

if you send a MIME digest to a RT-queue it is forwarded to recipient as a 
multipart message with a bunch of text/plain attachment.

Hence it looses all internal hierarchical structure.

Is there any plan or any existing contribution to support MIME digests in 
message storing and forwards?

Dirk.


From dj.dule at planetsky.com  Mon Aug 11 04:28:37 2003
From: dj.dule at planetsky.com (Dusan Djordjevic)
Date: Mon, 11 Aug 2003 11:28:37 +0300
Subject: [rt-users] Help to configure RT 3.0.3
In-Reply-To: <3F1D7DE1.4050502@ccuec.unicamp.br>
References: <3F1D7DE1.4050502@ccuec.unicamp.br>
Message-ID: <200308111128.37636.dj.dule@planetsky.com>

Hi all,

I have the same problem on FreeBSD 5.1. Is there any advice ?


>  Hi all!
>
>  I installed RT 3.0.3 on FreeBSD 4.8 using perl-5.6.1_13,
> apache-2.0.47, mysql-server-4.1.0_1
>  and mod_perl2-1.99r09.Without RTIR and RTFM.
>  I made a new user and added to DutyTeam group.
>  I am having a problem when I am trying to create tickets through the
> UI (New Ticket in -> General).
>  The error message that appear on the web browser is:
>
>
> 
> ---------------------------------------------------------------------
>------------------ An error occured while loading
>  http://rt-machine.ccuec.unicamp.br/Ticket/Create.html:
>
>  Connection to host rt-machine.ccuec.unicamp.br is broken
> 
> ---------------------------------------------------------------------
>------------------
>
>  I looked for the /var/log/httpd-error.log, /var/log/httpd-access.log
> and /var/log/messages, but
>  I don't known where is the problem.
>
>  /var/log/httpd-error.log:
>
>  [Tue Jul 22 17:21:03 2003] [error]: WebRT: Queue could not be
> loaded. () (/usr/local/rt3/share/html/Elements/Error:54)
>  /usr/libexec/ld-elf.so.1:
>  /usr/local/lib/perl5/site_perl/5.6.1/mach/auto/Text/Iconv/Iconv.so:
> Undefined symbol "iconv_open"
>  /usr/libexec/ld-elf.so.1:
>  /usr/local/lib/perl5/site_perl/5.6.1/mach/auto/Text/Iconv/Iconv.so:
> Undefined symbol "iconv_open"
>  /usr/libexec/ld-elf.so.1:
>  /usr/local/lib/perl5/site_perl/5.6.1/mach/auto/Text/Iconv/Iconv.so:
> Undefined symbol "iconv_open"
>  /usr/libexec/ld-elf.so.1:
>  /usr/local/lib/perl5/site_perl/5.6.1/mach/auto/Text/Iconv/Iconv.so:
> Undefined symbol "iconv_open"
>
>
>  /var/log/httpd-access.log:
>
>  143.106.80.157 - - [22/Jul/2003:14:21:02 -0300] "GET
> /Ticket/Create.html HTTP/1.1" 200 3759 "-" "Mozilla/5.0 (compatible;
> Konqueror/3.1; FreeBSD)" 143.106.80.157 - - [22/Jul/2003:14:21:26
> -0300] "GET / HTTP/1.1" 200 7083
> "http://rt-machine.ccuec.unicamp.br/Ticket/Create.html" "Mozilla/5.0
> (compatible; Konqueror/3.1; FreeBSD)"
>  143.106.80.157 - - [22/Jul/2003:14:21:31 -0300] "GET
>  /Ticket/Create.html?Queue=1 HTTP/1.1" 200 9900
>  "http://rt-machine.ccuec.unicamp.br/" "Mozilla/5.0 (compatible;
>  Konqueror/3.1; FreeBSD)"
>  143.106.80.157 - - [22/Jul/2003:14:44:07 -0300] "GET
>  /Ticket/Create.html?Queue=1 HTTP/1.1" 200 9900
>  "http://rt-machine.ccuec.unicamp.br/" "Mozilla/5.0 (compatible;
>  Konqueror/3.1; FreeBSD)"
>
>
>  /var/log/messages:
>
>  Jul 22 14:21:03 machine2 RT: WebRT: Queue could not be loaded. ()
>  (/usr/local/rt3/share/html/Elements/Error:54)
>  Jul 22 14:21:54 machine2 RT: Cannot Encode::Guess; fallback to
> iso-8859-1 (/usr/local/rt3/lib/RT/I18N.pm:370)
>  Jul 22 14:21:54 machine2 RT: Cannot Encode::Guess; fallback to
> iso-8859-1 (/usr/local/rt3/lib/RT/I18N.pm:370)
>  Jul 22 14:44:27 machine2 RT: Cannot Encode::Guess; fallback to
> iso-8859-1 (/usr/local/rt3/lib/RT/I18N.pm:370)
>
>  Thanks for any help!
>
>  Silvana

-- 
---------------------------------------------
Eng. Dusan Djordjevic (RHCE)   PlanetSky Ltd.
Tel: +357 22454896    *    Fax: +357-22518022
http://www.planetsky.com  dusan at planetsky.com



From Rasmus.Brogger at uni-c.dk  Mon Aug 11 05:03:21 2003
From: Rasmus.Brogger at uni-c.dk (Rasmus =?iso-8859-1?Q?Br=F8gger?=)
Date: Mon, 11 Aug 2003 11:03:21 +0200
Subject: [rt-users] Help to configure RT 3.0.3
In-Reply-To: <200308111128.37636.dj.dule@planetsky.com>
References: <3F1D7DE1.4050502@ccuec.unicamp.br> <200308111128.37636.dj.dule@planetsky.com>
Message-ID: <20030811090321.GA5247@balder.sektornet.dk>

I have a working test installation of RT 3.0.4 on a FreeBSD 5.1.

I can recommend to upgrade to perl5.8, found in ports. Install and
execute "use.perl port", recompile your perlmodules with portupgrade.

I use mod_perl1 instead of mod_perl2, and postgresql for db.

Other than that, RT 3.0.4 worked out of the box.

/rhb

On Mon, Aug 11, 2003 at 11:28:37AM +0300, Dusan Djordjevic wrote:
> Hi all,
> 
> I have the same problem on FreeBSD 5.1. Is there any advice ?
> 
> 
> >  Hi all!
> >
> >  I installed RT 3.0.3 on FreeBSD 4.8 using perl-5.6.1_13,
> > apache-2.0.47, mysql-server-4.1.0_1
> >  and mod_perl2-1.99r09.Without RTIR and RTFM.
> >  I made a new user and added to DutyTeam group.
> >  I am having a problem when I am trying to create tickets through the
> > UI (New Ticket in -> General).
> >  The error message that appear on the web browser is:
> >
> >
> > 
> > ---------------------------------------------------------------------
> >------------------ An error occured while loading
> >  http://rt-machine.ccuec.unicamp.br/Ticket/Create.html:
> >
> >  Connection to host rt-machine.ccuec.unicamp.br is broken
> > 
> > ---------------------------------------------------------------------
> >------------------
> >
> >  I looked for the /var/log/httpd-error.log, /var/log/httpd-access.log
> > and /var/log/messages, but
> >  I don't known where is the problem.
> >
> >  /var/log/httpd-error.log:
> >
> >  [Tue Jul 22 17:21:03 2003] [error]: WebRT: Queue could not be
> > loaded. () (/usr/local/rt3/share/html/Elements/Error:54)
> >  /usr/libexec/ld-elf.so.1:
> >  /usr/local/lib/perl5/site_perl/5.6.1/mach/auto/Text/Iconv/Iconv.so:
> > Undefined symbol "iconv_open"
> >  /usr/libexec/ld-elf.so.1:
> >  /usr/local/lib/perl5/site_perl/5.6.1/mach/auto/Text/Iconv/Iconv.so:
> > Undefined symbol "iconv_open"
> >  /usr/libexec/ld-elf.so.1:
> >  /usr/local/lib/perl5/site_perl/5.6.1/mach/auto/Text/Iconv/Iconv.so:
> > Undefined symbol "iconv_open"
> >  /usr/libexec/ld-elf.so.1:
> >  /usr/local/lib/perl5/site_perl/5.6.1/mach/auto/Text/Iconv/Iconv.so:
> > Undefined symbol "iconv_open"
> >
> >
> >  /var/log/httpd-access.log:
> >
> >  143.106.80.157 - - [22/Jul/2003:14:21:02 -0300] "GET
> > /Ticket/Create.html HTTP/1.1" 200 3759 "-" "Mozilla/5.0 (compatible;
> > Konqueror/3.1; FreeBSD)" 143.106.80.157 - - [22/Jul/2003:14:21:26
> > -0300] "GET / HTTP/1.1" 200 7083
> > "http://rt-machine.ccuec.unicamp.br/Ticket/Create.html" "Mozilla/5.0
> > (compatible; Konqueror/3.1; FreeBSD)"
> >  143.106.80.157 - - [22/Jul/2003:14:21:31 -0300] "GET
> >  /Ticket/Create.html?Queue=1 HTTP/1.1" 200 9900
> >  "http://rt-machine.ccuec.unicamp.br/" "Mozilla/5.0 (compatible;
> >  Konqueror/3.1; FreeBSD)"
> >  143.106.80.157 - - [22/Jul/2003:14:44:07 -0300] "GET
> >  /Ticket/Create.html?Queue=1 HTTP/1.1" 200 9900
> >  "http://rt-machine.ccuec.unicamp.br/" "Mozilla/5.0 (compatible;
> >  Konqueror/3.1; FreeBSD)"
> >
> >
> >  /var/log/messages:
> >
> >  Jul 22 14:21:03 machine2 RT: WebRT: Queue could not be loaded. ()
> >  (/usr/local/rt3/share/html/Elements/Error:54)
> >  Jul 22 14:21:54 machine2 RT: Cannot Encode::Guess; fallback to
> > iso-8859-1 (/usr/local/rt3/lib/RT/I18N.pm:370)
> >  Jul 22 14:21:54 machine2 RT: Cannot Encode::Guess; fallback to
> > iso-8859-1 (/usr/local/rt3/lib/RT/I18N.pm:370)
> >  Jul 22 14:44:27 machine2 RT: Cannot Encode::Guess; fallback to
> > iso-8859-1 (/usr/local/rt3/lib/RT/I18N.pm:370)
> >
> >  Thanks for any help!
> >
> >  Silvana
> 
> -- 
> ---------------------------------------------
> Eng. Dusan Djordjevic (RHCE)   PlanetSky Ltd.
> Tel: +357 22454896    *    Fax: +357-22518022
> http://www.planetsky.com  dusan at planetsky.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 lists at konfido.de  Mon Aug 11 06:37:58 2003
From: lists at konfido.de (Matthias Juchem)
Date: Mon, 11 Aug 2003 12:37:58 +0200
Subject: [rt-users] Re: RT 3.0.4 and AdminCcs / convert script and sequences
In-Reply-To: <20030811090502.24919.48309.Mailman@pallas.eruditorum.org>
References: <20030811090502.24919.48309.Mailman@pallas.eruditorum.org>
Message-ID: <200308111237.59277.lists@konfido.de>

On Monday 11 August 2003 11:05, rt-users-request at lists.fsck.com wrote:
> Date: Sun, 10 Aug 2003 20:12:03 +1000
> From: Phil Homewood <pdh at snapgear.com>
>
> Matthias Juchem wrote:
> > Aug  7 23:56:00 server RT: <rt-3.0.4-1177-5071.8.34196639316865 at bar.com>
> > No recipients found. Not sending.
> > (/usr/local/rt3/lib/RT/Action/SendEmail.pm:257)
> >
> > Scrip 2 is Autorespond to Requestor; Scrip 3 the notification for
> > AdminCcs. There is an AdminCc for that queue, so I don't quite know
> > where to look for errors.
>
> You're the only AdminCc, and you're performing the action. right?
> See my last response to the same query, or any other time it's
> been asked here.

No.

The one who is performing the action is NOT AdminCc.

Matthias


From alesh at sportina.si  Mon Aug 11 07:59:56 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Mon, 11 Aug 2003 13:59:56 +0200
Subject: [rt-users] RT3 - 3.0.5pre3 - speed issue - positive feedback
Message-ID: <004001c36000$1802d090$e101a8c0@OMNIBOOK>

For anyone, perhaps Jesse mostly:

I have RT3 running on a PIII 450 with 320mb RAM, 512mb swap.
On the same machine runs mysql 4.0.14 - i used my-large.cnf for my.cnf file.

I applied this two indexes when I was still on RT version 3.0.4:
create index group1 on CachedGroupMembers (GroupId);
create index member1 on CachedGroupMembers (MemberId);

which improved RT's speed by some %.

I upgraded to 3.0.5pre3 yesterday and have positive feedback regarding speed
(haven't checked changelog).
Clicking on Comment, Resolve, etc... has now got the same speed as RT2,
whole RT3 is just a bit slower (in %, about 5% to max. 8%, which is normal
because of mysql 4.x).

Regards,
Ales




From alesh at sportina.si  Mon Aug 11 08:04:00 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Mon, 11 Aug 2003 14:04:00 +0200
Subject: [rt-users] RT3 and international characters - positive feedback
Message-ID: <004101c36000$a94f2a30$e101a8c0@OMNIBOOK>

I had problems with international characters being displayed in ticket's
history (local Slovenian characters).
 
Today I recompiled apache (1.3.28) with php 4.3.2, modperl 1.28 (i already
had perl 5.8.0 installed) and now international characters in tickets
history work!
 
I admit that when I upgraded to RT3, I didn't recompile apache (which was
compiled with modperl 1.26), I believe this was the source of the problem.
If this is so, perhaps adding this to the README file or FAQ would be a good
idea!
 
I hope someone benefits from this! 
 
Regards,
Ales
 
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From ktirf at ringrows.ru  Mon Aug 11 08:17:49 2003
From: ktirf at ringrows.ru (Alexey Rusakov)
Date: Mon, 11 Aug 2003 16:17:49 +0400
Subject: [rt-users] Strange characters for apostrophes
In-Reply-To: <20030808173444.GA5676@bigfoot.com>
References: <20030807193801.GA8000@bigfoot.com>
	<20030807194205.GA19183@fsck.com>
	<20030808145719.GA4842@bigfoot.com>
	<20030808172242.GJ19183@fsck.com>
	<20030808173444.GA5676@bigfoot.com>
Message-ID: <20030811161749.03f76dd5.ktirf@ringrows.ru>

On Fri, 8 Aug 2003 13:34:44 -0400
Viraj Alankar <valankar at access4less.net> wrote:

> On Fri, Aug 08, 2003 at 01:22:42PM -0400, Jesse Vincent wrote:
> > On Fri, Aug 08, 2003 at 10:57:19AM -0400, Viraj Alankar wrote:
> > 
> > Sounds like word is using something non-standard for dashes.
It is. Word knows several types of dashes and "autocorrects" them depending
on where they appear.

> One thing I notice is if I write the following in Word:
> 
> blah's
> 
> and then cut and paste this in notepad, the apostrophe is different from the
> normal apostrophe as entered directly in notepad. The apostrophe is slanted
> a little bit.
> 
> I don't know much about character translation, but I know Word has different
> types of apostrophes, opening and closing. Any way this can be worked around?
If you are satisfied with a workaround inside Word, then you can turn off
AutoCorrect feature inside Word, or at least adjust it so it doesn't replace
apostrophes, quotes, hyphens...

-- 
  Alexey Rusakov aka Ktirf
  RingRows OOO


From sean.perry at intransa.com  Mon Aug 11 08:32:29 2003
From: sean.perry at intransa.com (Sean Perry)
Date: Mon, 11 Aug 2003 05:32:29 -0700
Subject: [rt-users] Validating RT users via Active Directory
In-Reply-To: <B1BE16C7DD91C846821C56B5F7CEDDC64CA840@bell.surfcontrol.com>
References: <B1BE16C7DD91C846821C56B5F7CEDDC64CA840@bell.surfcontrol.com>
Message-ID: <3F378CDD.8090606@intransa.com>

Gary Holmes wrote:
> 
> However, what I really want to do is to get users to have a single
> login name and password everywhere and so I want to authenticate access
> to RT via AD, and not via the password in RT.
> 

look for my posts on the subject, I describe the pieces working for me 
currently.



From iqbala at qwestip.net  Mon Aug 11 09:33:03 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Mon, 11 Aug 2003 09:33:03 -0400 (EDT)
Subject: [rt-users] Auto take CC from email to Ticket
Message-ID: <Pine.GSO.4.30L2.0308110919330.16875-100000@qmail>

Hi All

If a requestor sends an email with cc header, is there a way that can
automatically be added as CC or Admin CC into the ticket ?

In other words it would be nice if it works like email. When someone sends an
email you can use reply-all and that automatically adds the cc

Currently we manually add the email addresses from the cc header to the CC of a
ticket.

Thanks

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From sean.perry at intransa.com  Mon Aug 11 09:43:43 2003
From: sean.perry at intransa.com (Sean Perry)
Date: Mon, 11 Aug 2003 06:43:43 -0700
Subject: [rt-users] Auto take CC from email to Ticket
In-Reply-To: <Pine.GSO.4.30L2.0308110919330.16875-100000@qmail>
References: <Pine.GSO.4.30L2.0308110919330.16875-100000@qmail>
Message-ID: <3F379D8F.3030402@intransa.com>

Asif Iqbal wrote:

> Hi All
> 
> If a requestor sends an email with cc header, is there a way that can
> automatically be added as CC or Admin CC into the ticket ?
> 
> In other words it would be nice if it works like email. When someone sends an
> email you can use reply-all and that automatically adds the cc
> 
> Currently we manually add the email addresses from the cc header to the CC of a
> ticket.
> 

There is a variable in the RT config:

# If $ParseNewMessageForTicketCcs is true, RT will attempt to divine
# Ticket 'Cc' watchers from the To and Cc lines of incoming messages
# Be forewarned that if you have _any_ addresses which forward mail to
# RT automatically and you enable this option without modifying
# "RTAddressRegexp" below, you will get yourself into a heap of trouble.

Set($ParseNewMessageForTicketCcs , 1);




From iqbala at qwestip.net  Mon Aug 11 10:32:30 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Mon, 11 Aug 2003 10:32:30 -0400 (EDT)
Subject: [rt-users] Auto take CC from email to Ticket
In-Reply-To: <3F379D8F.3030402@intransa.com>
Message-ID: <Pine.GSO.4.30L2.0308111030350.16875-100000@qmail>

On Mon, 11 Aug 2003, Sean Perry wrote:

> Asif Iqbal wrote:
>
> > Hi All
> >
> > If a requestor sends an email with cc header, is there a way that can
> > automatically be added as CC or Admin CC into the ticket ?
> >
> > In other words it would be nice if it works like email. When someone sends an
> > email you can use reply-all and that automatically adds the cc
> >
> > Currently we manually add the email addresses from the cc header to the CC of a
> > ticket.
> >
>
> There is a variable in the RT config:
>
> # If $ParseNewMessageForTicketCcs is true, RT will attempt to divine
> # Ticket 'Cc' watchers from the To and Cc lines of incoming messages
> # Be forewarned that if you have _any_ addresses which forward mail to
> # RT automatically and you enable this option without modifying
> # "RTAddressRegexp" below, you will get yourself into a heap of trouble.
>
> Set($ParseNewMessageForTicketCcs , 1);


In that case it would be nice if there were a Reply All button. So then you
will have a choice to reply to all or just the requestor


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

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From Philip.Colmer at proquest.co.uk  Mon Aug 11 11:06:51 2003
From: Philip.Colmer at proquest.co.uk (Colmer, Philip)
Date: Mon, 11 Aug 2003 16:06:51 +0100
Subject: [rt-users] Top N lists
Message-ID: <CEEE169F5089F343B3BB2167BE8628C901775131@exchange.private.chadwyck.co.uk>

We've taken the code in "MyTickets" and modified it to form a new module.

With the new code, instead of limiting the list to the current user, it is
limited to "Nobody", thus allowing everyone to easily see which tickets have
got the highest priority but no owners.

That is all working fine.

However, we've now added a second queue. Not a problem, you might think. The
problem comes when some of the privileged users have rights on one queue but
not the other.

What seems to be happening is that the code is taking the list of tickets,
limiting them by owner & status, then taking the first N rows and then
displaying them.

So what is wrong with that?

Well, if the current user doesn't have privilege on both queues, and the
first N tickets (in priority order) all belong to the other queue, the above
code displays no tickets at all.

What I want/need/would like to see happen is for the list of tickets to be
filtered by what the user has rights over first of all, before anything else
is done.

I had sort of expected that, given that "new RT::Tickets" takes the current
user session has a parameter.

Any suggestions?

Thanks.

--Philip 

--
Philip Colmer, MBCS CEng CCSE		Tel: 01223 271223
I.T. Manager				Fax: 01223 215513
ProQuest Information & Learning
The Quorum, Barnwell Road, Cambridge, CB5 8SW



From iqbala at qwestip.net  Mon Aug 11 13:28:18 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Mon, 11 Aug 2003 13:28:18 -0400 (EDT)
Subject: [rt-users] Owner's Font
Message-ID: <Pine.GSO.4.30L2.0308111323490.16875-100000@qmail>

Hi All,

Is there a easy way to bold the name of the owners in the Listing.html page ?
To make it little bit more complex bold the owners if not owned by Nobody

But I can live with the first option as well

Thanks
-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From sbw at tapestry.tucson.az.us  Mon Aug 11 13:35:34 2003
From: sbw at tapestry.tucson.az.us (Steve Wampler)
Date: Mon, 11 Aug 2003 10:35:34 -0700
Subject: [rt-users] Modifying quick search display?
Message-ID: <20030811173534.GA3593@tapestry.home.net>

I'm running 3.0.4 and would like to see 'closed' tickets listed
in the quick search display along with 'new' and 'open'.  Is
that hard to do?

(RT is being used internally and having quick access to review
the notes from closed tickets would be nice.)

Thanks!
Steve
--
Steve Wampler     {sbw at tapestry.tucson.az.us}
The gods that smiled upon your birth are laughing now. -- fortune cookie


From alesh at sportina.si  Mon Aug 11 13:44:49 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Mon, 11 Aug 2003 19:44:49 +0200
Subject: [rt-users] Owner's Font
In-Reply-To: <Pine.GSO.4.30L2.0308111323490.16875-100000@qmail>
Message-ID: <007601c36030$46649740$e101a8c0@OMNIBOOK>

In opt/rt3/share/html/Search/Elements/TicketRow (change your path, if you
installed elsewhere)

change line:
<TD><A
HREF="<%$RT::WebPath%>/Ticket/Display.html?id=<%$Ticket->Id%>"><%$Ticket->Su
bject%></a></TD>

to:

<TD><B><A
HREF="<%$RT::WebPath%>/Ticket/Display.html?id=<%$Ticket->Id%>"><%$Ticket->Su
bject%></a></B></TD>

This will bold all owners of the ticket.

Regards,
A.

p.s.: this might be a ugly hack and perhaps not even a right one, but it
works (i didn't have to restart apache, if that helps)


-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Asif Iqbal
Sent: Monday, August 11, 2003 7:28 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Owner's Font


Hi All,

Is there a easy way to bold the name of the owners in the Listing.html page
?
To make it little bit more complex bold the owners if not owned by Nobody

But I can live with the first option as well

Thanks
-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1

_______________________________________________
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




From sean.perry at intransa.com  Mon Aug 11 13:47:52 2003
From: sean.perry at intransa.com (Sean Perry)
Date: Mon, 11 Aug 2003 10:47:52 -0700
Subject: [rt-users] Modifying quick search display?
In-Reply-To: <20030811173534.GA3593@tapestry.home.net>
References: <20030811173534.GA3593@tapestry.home.net>
Message-ID: <3F37D6C8.8040100@intransa.com>

Steve Wampler wrote:

> I'm running 3.0.4 and would like to see 'closed' tickets listed
> in the quick search display along with 'new' and 'open'.  Is
> that hard to do?
> 
> (RT is being used internally and having quick access to review
> the notes from closed tickets would be nice.)
> 

grab the file "QuickSearch" from share/html/Elements and copy it to 
local/html/Elements.  Then, edit as desired.  It is really quite 
trivial.  I mod'ed mine to show stalled tickets and the total number of 
tickets in the active states (Open, New, Stalled).  If you grok perl and 
html it should only take you about 10 minutes.

Whenever RT requests a file it first checks for the local version, then 
the system version.  This is nice because your changes are not 
overwritten on upgrades.

local=$path/local/html
system=$path/share/html

if -e $local/$desired_file {
   use this one
} else if -e $system/$desired_file {
   ok, use this one
} else {
    404
}



From jgedeon at qualcomm.com  Mon Aug 11 14:06:49 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Mon, 11 Aug 2003 11:06:49 -0700
Subject: [rt-users] Html::Mason version question
Message-ID: <5.1.0.14.2.20030811110028.03b87098@unixmail.qualcomm.com>

We are using rt 2.0.15 on solaris 2.8 apache 1.3.27 fastcgi 2.2.22 (Oracle 
8.1.7 back end) We are trying to improve performance, we just upgraded our 
database server which greatly increased rt's speed. We have rt on a machine 
that is only running rt. We are seeing slowness on the Modify people and 
create ticket pages and we see it slowly degrade to not working in a 1.5 - 
2 months requiring us to restart it. We looked into our HTML::Mason version 
and we are using 1.05 and found that the 1st stable release is 1.10. We are 
hoping to upgrade that to 1.21 and see if that helps performance. Is there 
any issues with that before I go ahead?

Also we see that our install of apache starts 5 children to handle requests 
but only one of those children starts a mason handler instance. Is there a 
way to have each apache instance handle rt requests??

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 cwfox at fujitsu.com  Mon Aug 11 14:43:58 2003
From: cwfox at fujitsu.com (Camron W. Fox)
Date: Mon, 11 Aug 2003 08:43:58 -1000
Subject: [rt-users] Trouble installing Apache::Request
In-Reply-To: <20030811035706.GK622@moreton.com.au>
Message-ID: <LHEMJKEBKJNMFINGKHNHMECHCCAA.cwfox@fujitsu.com>

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Phil Homewood
> Sent: Sunday, August 10, 2003 17:57
> To: Camron W. Fox
> Cc: Rt-Users at Lists. Fsck. Com
> Subject: Re: [rt-users] Trouble installing Apache::Request
>
>
> Camron W. Fox wrote:
> > 	When I check the error log, I find that it cannot find
> Apache/Test.pm
> > because it's looking in the 5.6.1 locs in /usr/lib/perl5 vice the newly
> > installed 5.8.0 locs in /usr/local/lib/perl5:
>
> ok. did you previously configure libapreq under 5.6, and somehow
> it's retaining that configuration?
> Can you blow away the ~/.cpan/build/libapreq-1.2 dir and retry
> the install from CPAN?
>
> Also check if there is any perl 5.6 binary calling itself "perl"
> anywhere in the path, perhaps.... I'm wondering if the libapreq
> build is somehow picking that over the 5.8 binary....
> --
Phil,

	Yes, libapreq was previously built under 5.6.1 for our RT2 installation.
But that was done under /root/.cpan as root with /usr/bin/perl (5.6.1) and
all the new stuff has been done under ~cwfox/.cpan using sudo with
/usr/local/bin/perl (5.8.0). All the other modules have installed with no
problems.

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 meeroh at mit.edu  Mon Aug 11 15:30:09 2003
From: meeroh at mit.edu (Miro Jurisic)
Date: Mon, 11 Aug 2003 15:30:09 -0400
Subject: [rt-users] RT3 import samples?
Message-ID: <p06001d0ebb5d9f3ac19c@[18.101.0.199]>

Are there any example scripts for importing from other databases into 
RT3? I see some for RT2, but RT3 seems to be quite a bit different, 
and the APIs are a bit underdocumented...

meeroh
-- 

<http://web.meeroh.org/> | KB1FMP

A: Because it reverses the logical flow of conversation.
Q: Why is top posting frowned upon?


From jbarrett at pogozone.com  Mon Aug 11 16:52:58 2003
From: jbarrett at pogozone.com (Jacob S. Barrett)
Date: Mon, 11 Aug 2003 13:52:58 -0700
Subject: [rt-users] Can someone send me Statistics3.tgz
In-Reply-To: <3F33D0DB.7010209@pogozone.com>
References: <LCENLNIKMPHHAFFDIPFIEEJACAAA.alistair.james@eng.ox.ac.uk> <FFD20541-C991-11D7-994C-003065DC18B8@hamburg.fcb.com> <3F33D0DB.7010209@pogozone.com>
Message-ID: <3F38022A.8060509@pogozone.com>

I just check my log files and noticed that this problem below was 
killing httpd:
Aug 11 13:49:32 pogo02 /kernel: pid 21227 (httpd), uid 80: exited on 
signal 10
Aug 11 13:49:33 pogo02 /kernel: pid 51865 (httpd), uid 80: exited on 
signal 10
Aug 11 13:49:33 pogo02 /kernel: pid 51863 (httpd), uid 80: exited on 
signal 11

Any clues?

Jacob S. Barrett wrote:

> I have GD::Graph and GD2 installed, but I don't get any graphs.  I just 
> get a broken image.  I don't get any messages in the apache error log. 
> Is there any debugging that can be turned on?
> 
> Thanks,
> Jake
> 

-- 
Jacob S. Barrett
Chief Technology Officer
PogoZone LLC

   email: jbarrett at pogozone.com
     web: www.pogozone.com
   voice: 360-676-8772
     fax: 360-733-3941
address: 114 W. Magnolia Street Suite 417
          Bellingham, Washington 98225



From amanda at lodden.com  Mon Aug 11 17:38:54 2003
From: amanda at lodden.com (Amanda Robinson)
Date: Mon, 11 Aug 2003 17:38:54 -0400
Subject: [rt-users] Utterly unable to view comments
Message-ID: <3F380CEE.4C59A19A@lodden.com>

I recently installed RT 3.0.4, and I can't get the web interface to show
any of the details of the history: no comments, and none of the original
problem description.  For example, one of our "test" tickets looks like
this:

History  Display mode:[Brief headers] [Full headers]  
#     Wed Aug 06 16:12:39 2003  amanda - Ticket created      
#     Wed Aug 06 16:16:22 2003  amanda - Status changed from new to open
#     Wed Aug 06 16:16:22 2003  amanda - Comments added      

The only thing clickable is [Brief headers] and [Full headers] (neither
of which makes any change whatsoever to the page), and the "#"s, which
open exactly the same page but without the "Best Practical" header bar
at the top. I've tried this from both Display.html and History.html,
with the same results.  There are no entries in the html error_log, and
there are no entries (at all, ever) in $RT_HOME/var/log/rt.log. 

RT is version 3.0.4
Perl is 5.8.0
HTML::Mason is 1.22
MySQL is 4.0.13

I am at a loss what to do with this.  The inability to view any details
about the problem, or any comments made by others who have worked on the
problem, renders the system somewhat less than useful.

-- 
Amanda Robinson
amanda at lodden.com


From sbw at tapestry.tucson.az.us  Mon Aug 11 18:14:33 2003
From: sbw at tapestry.tucson.az.us (Steve Wampler)
Date: Mon, 11 Aug 2003 15:14:33 -0700
Subject: [rt-users] Modifying quick search display?
In-Reply-To: <3F37D6C8.8040100@intransa.com>
References: <20030811173534.GA3593@tapestry.home.net> <3F37D6C8.8040100@intransa.com>
Message-ID: <20030811221433.GA3170@tapestry.home.net>

On Mon, Aug 11, 2003 at 10:47:52AM -0700, Sean Perry wrote:
> Steve Wampler wrote:
> 
> >I'm running 3.0.4 and would like to see 'closed' tickets listed
> >in the quick search display along with 'new' and 'open'.  Is
> >that hard to do?
> >
> >(RT is being used internally and having quick access to review
> >the notes from closed tickets would be nice.)
> >
> 
> grab the file "QuickSearch" from share/html/Elements and copy it to 
> local/html/Elements.  Then, edit as desired.  It is really quite 
> trivial.  I mod'ed mine to show stalled tickets and the total number of 
> tickets in the active states (Open, New, Stalled).  If you grok perl and 
> html it should only take you about 10 minutes.
> 
> Whenever RT requests a file it first checks for the local version, then 
> the system version.  This is nice because your changes are not 
> overwritten on upgrades.
 
 Thanks - perfect!

-- 
--
Steve Wampler     {sbw at tapestry.tucson.az.us}
The gods that smiled upon your birth are laughing now. -- fortune cookie


From brently at bjwcs.com  Mon Aug 11 19:05:38 2003
From: brently at bjwcs.com (Brent Wiese)
Date: Mon, 11 Aug 2003 16:05:38 -0700
Subject: [rt-users] Rejected responses from users that exist
Message-ID: <008601c3605d$143887e0$0a0114ac@home.bjwcs.com>

I'm running RT 3.0.4 on FreeBSD using MySQL, mod_perl1, and Postfix as MTA.

I have 1 user that is able to send an email into the system, triggering his
user creation, and the ticket to be opened. He receives a response w/ the
ticket number info.

If the then tries to update the ticket via email, I get a "could not load a
valid user".

This *only* happens to him and *only* on 1 of his email accounts.

He is running Outlook 2000 and Exchange Server 5.5.

I think there must be something about the way Exchange 5.5 is crafting the
message that causes RT to mis-parse it.

I have a buddy testing Exchange 2003 Beta and that works fine, so its either
a bug from 5.5 that's 'fixed' or its this users particular configuration.

Any ideas? I've looked at the mail logs and the "from" is crafted the same
way every time.

I posted about this before (running 3.0.2) and didn't get any responses. Has
no other person had this problem? I know Exchange 5.5 is pretty old, but
many companies still use it.

Is there anything in particular that would help in debugging? Version
numbers of anything RT uses? Log line clips?

Brent



From pdh at snapgear.com  Mon Aug 11 19:09:51 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 12 Aug 2003 09:09:51 +1000
Subject: [rt-users] Trouble installing Apache::Request
In-Reply-To: <LHEMJKEBKJNMFINGKHNHMECHCCAA.cwfox@fujitsu.com>
References: <20030811035706.GK622@moreton.com.au> <LHEMJKEBKJNMFINGKHNHMECHCCAA.cwfox@fujitsu.com>
Message-ID: <20030811230950.GA3192@moreton.com.au>

Camron W. Fox wrote:
> 	Yes, libapreq was previously built under 5.6.1 for our RT2 installation.
> But that was done under /root/.cpan as root with /usr/bin/perl (5.6.1) and
> all the new stuff has been done under ~cwfox/.cpan using sudo with
> /usr/local/bin/perl (5.8.0). All the other modules have installed with no
> problems.

ok. The basic problem we're having here seems to be: Somehow libapreq
is picking up 5.6 instead of 5.8. Correct?

What does the Makefile in ~/.cpan/build/libapreq-1.2 look like?
Does it reference 5.8 or 5.6? In particular, what does it say
PERL_LIB, PERL_ARCHLIB, PERL and FULLPERL are?

-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Mon Aug 11 19:17:31 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 12 Aug 2003 09:17:31 +1000
Subject: [rt-users] Utterly unable to view comments
In-Reply-To: <3F380CEE.4C59A19A@lodden.com>
References: <3F380CEE.4C59A19A@lodden.com>
Message-ID: <20030811231731.GC3192@moreton.com.au>

Amanda Robinson wrote:
> I recently installed RT 3.0.4, and I can't get the web interface to show
> any of the details of the history: no comments, and none of the original
> problem description.

Sounds like the user looking at the ticket hasn't been granted
the rights to see any of the interesting stuff?
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From cwfox at fujitsu.com  Mon Aug 11 19:41:00 2003
From: cwfox at fujitsu.com (Camron W. Fox)
Date: Mon, 11 Aug 2003 13:41:00 -1000
Subject: [rt-users] Trouble installing Apache::Request
In-Reply-To: <20030811230950.GA3192@moreton.com.au>
Message-ID: <LHEMJKEBKJNMFINGKHNHAECKCCAA.cwfox@fujitsu.com>

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Phil Homewood
> Sent: Monday, August 11, 2003 13:10
> To: Rt-Users at Lists. Fsck. Com
> Subject: Re: [rt-users] Trouble installing Apache::Request
>
>
> Camron W. Fox wrote:
> > 	Yes, libapreq was previously built under 5.6.1 for our RT2
> installation.
> > But that was done under /root/.cpan as root with /usr/bin/perl
> (5.6.1) and
> > all the new stuff has been done under ~cwfox/.cpan using sudo with
> > /usr/local/bin/perl (5.8.0). All the other modules have
> installed with no
> > problems.
>
> ok. The basic problem we're having here seems to be: Somehow libapreq
> is picking up 5.6 instead of 5.8. Correct?


	Yes.


>
> What does the Makefile in ~/.cpan/build/libapreq-1.2 look like?
> Does it reference 5.8 or 5.6? In particular, what does it say
> PERL_LIB, PERL_ARCHLIB, PERL and FULLPERL are?


[root at hilo libapreq-1.2]# egrep '(^PERL_LIB|^PERL_ARCHLIB|^PERL|^FULLPERL)'
Makefile
PERLPREFIX = /usr/local
PERL_LIB = /usr/local/lib/perl5/5.8.0
PERL_ARCHLIB = /usr/local/lib/perl5/5.8.0/i686-linux
PERLMAINCC = $(CC)
PERL_INC = /usr/local/lib/perl5/5.8.0/i686-linux/CORE
PERL = /usr/local/bin/perl
FULLPERL = /usr/local/bin/perl
PERLRUN = $(PERL)
FULLPERLRUN = $(FULLPERL)
PERLRUNINST = $(PERLRUN) "-I$(INST_ARCHLIB)" "-I$(INST_LIB)"
FULLPERLRUNINST = $(FULLPERLRUN) "-I$(INST_ARCHLIB)" "-I$(INST_LIB)"
PERL_CORE = 0
PERL_ARCHIVE       =
PERL_ARCHIVE_AFTER =
PERL_MALLOC_DEF
= -DPERL_EXTMALLOC_DEF -Dmalloc=Perl_malloc -Dfree=Perl_mfree -Drealloc=Perl
_realloc -Dcalloc=Perl_calloc
PERLTYPE =
FULLPERL      = /usr/local/bin/perl
[root at hilo libapreq-1.2]#


Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu America, INC.




From Jeff.Hodge at yuma.army.mil  Mon Aug 11 20:28:52 2003
From: Jeff.Hodge at yuma.army.mil (Hodge, Jeff F (ECIII))
Date: Mon, 11 Aug 2003 17:28:52 -0700
Subject: [rt-users] Trouble installing Apache::Request
Message-ID: <DB72D058EA4AD511A89500B0D0D1045A074850F8@yuma-exch1.yuma.army.mil>

Apache::test is required for libapreq....did you try to re-build ap::test
after your upgraded to 5.8.1.  I would try to re-build apache::test, then
re-build libapreq, and see if that works.

-----Original Message-----
From: Camron W. Fox [mailto:cwfox at fujitsu.com]
Sent: Monday, August 11, 2003 4:41 PM
To: Rt-Users at Lists. Fsck. Com
Subject: RE: [rt-users] Trouble installing Apache::Request


> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Phil Homewood
> Sent: Monday, August 11, 2003 13:10
> To: Rt-Users at Lists. Fsck. Com
> Subject: Re: [rt-users] Trouble installing Apache::Request
>
>
> Camron W. Fox wrote:
> > 	Yes, libapreq was previously built under 5.6.1 for our RT2
> installation.
> > But that was done under /root/.cpan as root with /usr/bin/perl
> (5.6.1) and
> > all the new stuff has been done under ~cwfox/.cpan using sudo with
> > /usr/local/bin/perl (5.8.0). All the other modules have
> installed with no
> > problems.
>
> ok. The basic problem we're having here seems to be: Somehow libapreq
> is picking up 5.6 instead of 5.8. Correct?


	Yes.


>
> What does the Makefile in ~/.cpan/build/libapreq-1.2 look like?
> Does it reference 5.8 or 5.6? In particular, what does it say
> PERL_LIB, PERL_ARCHLIB, PERL and FULLPERL are?


[root at hilo libapreq-1.2]# egrep '(^PERL_LIB|^PERL_ARCHLIB|^PERL|^FULLPERL)'
Makefile
PERLPREFIX = /usr/local
PERL_LIB = /usr/local/lib/perl5/5.8.0
PERL_ARCHLIB = /usr/local/lib/perl5/5.8.0/i686-linux
PERLMAINCC = $(CC)
PERL_INC = /usr/local/lib/perl5/5.8.0/i686-linux/CORE
PERL = /usr/local/bin/perl
FULLPERL = /usr/local/bin/perl
PERLRUN = $(PERL)
FULLPERLRUN = $(FULLPERL)
PERLRUNINST = $(PERLRUN) "-I$(INST_ARCHLIB)" "-I$(INST_LIB)"
FULLPERLRUNINST = $(FULLPERLRUN) "-I$(INST_ARCHLIB)" "-I$(INST_LIB)"
PERL_CORE = 0
PERL_ARCHIVE       =
PERL_ARCHIVE_AFTER =
PERL_MALLOC_DEF
= -DPERL_EXTMALLOC_DEF -Dmalloc=Perl_malloc -Dfree=Perl_mfree -Drealloc=Perl
_realloc -Dcalloc=Perl_calloc
PERLTYPE =
FULLPERL      = /usr/local/bin/perl
[root at hilo libapreq-1.2]#


Best Regards,
Camron

Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu America, INC.


_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 amanda at lodden.com  Mon Aug 11 20:42:48 2003
From: amanda at lodden.com (Amanda Robinson)
Date: Mon, 11 Aug 2003 20:42:48 -0400
Subject: [rt-users] Utterly unable to view comments
In-Reply-To: <20030811231731.GC3192@moreton.com.au>
Message-ID: <IOEOKKDNKGCMMMGFBGOLOEEPCAAA.amanda@lodden.com>

A possibility as I described it, I admit; I apologize for not mentioning the
fact that this happens with root and with a user who has every single right
listed in the select box on Admin/Global/UserRights.html granted.  But if
there's a right I'm missing, I'd be happy to check it.

--Amanda

Phil Homewood wrote:
> Amanda Robinson wrote:
> > I recently installed RT 3.0.4, and I can't get the web interface to show
> > any of the details of the history: no comments, and none of the original
> > problem description.
>
> Sounds like the user looking at the ticket hasn't been granted
> the rights to see any of the interesting stuff?
> --
> Phil Homewood, Systems Janitor, http://www.SnapGear.com
> pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
> SnapGear - Custom Embedded Solutions and Security Appliances



From jjasen at datafoundation.com  Mon Aug 11 21:45:01 2003
From: jjasen at datafoundation.com (John Jasen)
Date: Mon, 11 Aug 2003 21:45:01 -0400 (EDT)
Subject: [rt-users] ./lib/RT/EmailParser_Local.pm
Message-ID: <Pine.LNX.4.44.0308112108590.4626-100000@flash.datafoundation.com>

Mr. James;
I'm cc'ing you as you were listed in the headers of EmailParser_Local.pm, 
even though you (are|were) looking for the original creator.

rt-3.0.4. rh7.3, etc.

There was a problem in using this, logging in via the web interface to 
create a new account. I've not narrowed it down completely, but if I have 
a userid "john" and attempt to login via "john" and my ldap password, it 
never gets anywhere. The email address search 
	my $filter = "mail=".$UserInfo{'EmailAddress'};
never matches, and 
	$filter = "mail=".$UserInfo{'RealName'}; 
might pick it up, but I still never get the rt screen.

Some accounts it works, others it doesn't, where username equals 
firstname.

I've changed it to:
	my $filter = "uid=".$UserInfo{'EmailAddress'};

And I seem to have better success.

So, if anyone knows, what was the reasoning, and would it be worth it to 
modify the search routines for uid, then email, then realname?

Thanks.





From dj.dule at planetsky.com  Tue Aug 12 02:03:41 2003
From: dj.dule at planetsky.com (Dusan Djordjevic)
Date: Tue, 12 Aug 2003 09:03:41 +0300
Subject: [rt-users] Problems with ApacheDBI
Message-ID: <200308120903.41247.dj.dule@planetsky.com>

Hi all,

I installed RT on out-of-box FreeBSD 5.1. Since I had some problems, I 
was advised here to upgrade to Perl 5.8.0. So I upgraded everything on 
that box, so Perl shoul be up to date. But now when I try to start 
Apache, I receive this error message:

rt# /usr/local/etc/rc.d/apache2.sh start
[Tue Aug 12 11:58:02 2003] [error] Can't locate DBI.pm in @INC (@INC 
contains: /usr/local/lib/perl5/site_perl/5.6.1/mach/Apache2 
/usr/local/lib/perl5/site_perl/5.6.1/mach 
/usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl 
/usr/local/lib/perl5/5.6.1/BSDPAN /usr/local/lib/perl5/5.6.1/mach 
/usr/local/lib/perl5/5.6.1 . /usr/local/ /usr/local/lib/perl) at 
/usr/local/lib/perl5/site_perl/5.6.1/Apache/DBI.pm line 7.
BEGIN failed--compilation aborted at 
/usr/local/lib/perl5/site_perl/5.6.1/Apache/DBI.pm line 7.
Compilation failed in require at (eval 6) line 3.

[Tue Aug 12 11:58:02 2003] [error] Can't load Perl module Apache::DBI 
for server 192.168.0.80:0, exiting...

Any idea ?  
---------------------------------------------
Eng. Dusan Djordjevic (RHCE)   PlanetSky Ltd.
Tel: +357 22454896    *    Fax: +357-22518022
http://www.planetsky.com  dusan at planetsky.com



From alesh at sportina.si  Tue Aug 12 02:27:25 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Tue, 12 Aug 2003 08:27:25 +0200
Subject: [rt-users] Problems with ApacheDBI
In-Reply-To: <200308120903.41247.dj.dule@planetsky.com>
Message-ID: <009a01c3609a$cf03f900$e101a8c0@OMNIBOOK>

Dusan,

try running this command:

perl -MCPAN -e 'install DBI' 
and because i'm not sure if DBI is the correct thing you're missing try this
also:

perl -MPCAN -e 'install Apache::DBI'

Check carefully if make test passes all tests, if not, DBI will not install
itself, you have to force it by going to the .cpan directory in your home
dir, then to build dir, then to DBI dir and run make install.

Also you noted that you have installed perl 5.8.0, but you still have DBI.pm
in your 5.6.1 dir....

A.


-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Dusan Djordjevic
Sent: Tuesday, August 12, 2003 8:04 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] Problems with ApacheDBI


Hi all,

I installed RT on out-of-box FreeBSD 5.1. Since I had some problems, I 
was advised here to upgrade to Perl 5.8.0. So I upgraded everything on 
that box, so Perl shoul be up to date. But now when I try to start 
Apache, I receive this error message:

rt# /usr/local/etc/rc.d/apache2.sh start
[Tue Aug 12 11:58:02 2003] [error] Can't locate DBI.pm in @INC (@INC 
contains: /usr/local/lib/perl5/site_perl/5.6.1/mach/Apache2 
/usr/local/lib/perl5/site_perl/5.6.1/mach 
/usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl 
/usr/local/lib/perl5/5.6.1/BSDPAN /usr/local/lib/perl5/5.6.1/mach 
/usr/local/lib/perl5/5.6.1 . /usr/local/ /usr/local/lib/perl) at 
/usr/local/lib/perl5/site_perl/5.6.1/Apache/DBI.pm line 7.
BEGIN failed--compilation aborted at 
/usr/local/lib/perl5/site_perl/5.6.1/Apache/DBI.pm line 7.
Compilation failed in require at (eval 6) line 3.

[Tue Aug 12 11:58:02 2003] [error] Can't load Perl module Apache::DBI 
for server 192.168.0.80:0, exiting...

Any idea ?  
---------------------------------------------
Eng. Dusan Djordjevic (RHCE)   PlanetSky Ltd.
Tel: +357 22454896    *    Fax: +357-22518022
http://www.planetsky.com  dusan at planetsky.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 dj.dule at planetsky.com  Tue Aug 12 02:33:50 2003
From: dj.dule at planetsky.com (Dusan Djordjevic)
Date: Tue, 12 Aug 2003 09:33:50 +0300
Subject: [rt-users] Problems with ApacheDBI
In-Reply-To: <009a01c3609a$cf03f900$e101a8c0@OMNIBOOK>
References: <009a01c3609a$cf03f900$e101a8c0@OMNIBOOK>
Message-ID: <200308120933.50393.dj.dule@planetsky.com>

>  perl -MCPAN -e 'install DBI'
>  and because i'm not sure if DBI is the correct thing you're missing
> try this also:
>  perl -MPCAN -e 'install Apache::DBI'

I already updated them manually:

rt# perl -MCPAN -e 'install Apache::DBI'
CPAN: Storable loaded ok
Going to read /root/.cpan/Metadata
  Database was generated on Mon, 11 Aug 2003 09:44:38 GMT
Apache::DBI is up to date.
rt# perl -MCPAN -e 'install DBI'
CPAN: Storable loaded ok
Going to read /root/.cpan/Metadata
  Database was generated on Mon, 11 Aug 2003 09:44:38 GMT
DBI is up to date.

That is why I am so confused.

>  Also you noted that you have installed perl 5.8.0, but you still
> have DBI.pm in your 5.6.1 dir....

So how should I remove it. I used ports to upgrade to Perl 5.8.0,
---------------------------------------------
Eng. Dusan Djordjevic (RHCE)   PlanetSky Ltd.
Tel: +357 22454896    *    Fax: +357-22518022
http://www.planetsky.com  dusan at planetsky.com



From alesh at sportina.si  Tue Aug 12 02:40:51 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Tue, 12 Aug 2003 08:40:51 +0200
Subject: [rt-users] Problems with ApacheDBI
In-Reply-To: <200308120933.50393.dj.dule@planetsky.com>
Message-ID: <009b01c3609c$af8c2d70$e101a8c0@OMNIBOOK>

Dusan,

try doing this:

mv /usr/local/lib/perl5/site_perl/5.6.1/Apache/DBI.pm
/usr/local/lib/perl5/site_perl/5.6.1/Apache/DBI.pm.dusan

and re-run the perl -MCPAN lines again...

Btw, where is perl 5.8.0 installed on your machine? /usr/local?

A.

-----Original Message-----
From: Dusan Djordjevic [mailto:dj.dule at planetsky.com] 
Sent: Tuesday, August 12, 2003 8:34 AM
To: Ale? Su?nik; rt-users at lists.fsck.com
Subject: Re: [rt-users] Problems with ApacheDBI


>  perl -MCPAN -e 'install DBI'
>  and because i'm not sure if DBI is the correct thing you're missing
> try this also:
>  perl -MPCAN -e 'install Apache::DBI'

I already updated them manually:

rt# perl -MCPAN -e 'install Apache::DBI'
CPAN: Storable loaded ok
Going to read /root/.cpan/Metadata
  Database was generated on Mon, 11 Aug 2003 09:44:38 GMT
Apache::DBI is up to date.
rt# perl -MCPAN -e 'install DBI'
CPAN: Storable loaded ok
Going to read /root/.cpan/Metadata
  Database was generated on Mon, 11 Aug 2003 09:44:38 GMT
DBI is up to date.

That is why I am so confused.

>  Also you noted that you have installed perl 5.8.0, but you still
> have DBI.pm in your 5.6.1 dir....

So how should I remove it. I used ports to upgrade to Perl 5.8.0,
---------------------------------------------
Eng. Dusan Djordjevic (RHCE)   PlanetSky Ltd.
Tel: +357 22454896    *    Fax: +357-22518022
http://www.planetsky.com  dusan at planetsky.com




From pdh at snapgear.com  Tue Aug 12 03:32:02 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 12 Aug 2003 17:32:02 +1000
Subject: [rt-users] Problems with ApacheDBI
In-Reply-To: <200308120903.41247.dj.dule@planetsky.com>
References: <200308120903.41247.dj.dule@planetsky.com>
Message-ID: <20030812073202.GF3192@moreton.com.au>

Dusan Djordjevic wrote:
> I installed RT on out-of-box FreeBSD 5.1. Since I had some problems, I 
> was advised here to upgrade to Perl 5.8.0. So I upgraded everything on 
> that box, so Perl shoul be up to date. But now when I try to start 
> Apache, I receive this error message:
> 
> rt# /usr/local/etc/rc.d/apache2.sh start
> [Tue Aug 12 11:58:02 2003] [error] Can't locate DBI.pm in @INC (@INC 
> contains: /usr/local/lib/perl5/site_perl/5.6.1/mach/Apache2 
> /usr/local/lib/perl5/site_perl/5.6.1/mach 

<snip>

You need to rebuild mod_perl for perl 5.8.0.
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From dj.dule at planetsky.com  Tue Aug 12 03:43:22 2003
From: dj.dule at planetsky.com (Dusan Djordjevic)
Date: Tue, 12 Aug 2003 10:43:22 +0300
Subject: [rt-users] Problems with ApacheDBI
In-Reply-To: <20030812073202.GF3192@moreton.com.au>
References: <200308120903.41247.dj.dule@planetsky.com> <20030812073202.GF3192@moreton.com.au>
Message-ID: <200308121043.22913.dj.dule@planetsky.com>

>  > rt# /usr/local/etc/rc.d/apache2.sh start
>  > [Tue Aug 12 11:58:02 2003] [error] Can't locate DBI.pm in @INC
>  > (@INC contains: /usr/local/lib/perl5/site_perl/5.6.1/mach/Apache2
>  > /usr/local/lib/perl5/site_perl/5.6.1/mach
>
>  <snip>
>
>  You need to rebuild mod_perl for perl 5.8.0.


Yes, this is the solution. After rebuilding mod_perl2 everything works 
fine. 
---------------------------------------------
Eng. Dusan Djordjevic (RHCE)   PlanetSky Ltd.
Tel: +357 22454896    *    Fax: +357-22518022
http://www.planetsky.com  dusan at planetsky.com



From chhait at frontierisp.com.au  Tue Aug 12 04:49:18 2003
From: chhait at frontierisp.com.au (Chhai  Thach)
Date: Tue, 12 Aug 2003 18:19:18 +0930
Subject: [rt-users] Newbie: problem receiving mail through gateway
Message-ID: <F9ACE4A4E725794AB9D5C16EB41CE018024891@the-matrix.frontierisp.com.au>

Hi all
 
I've spent hours digging up the archive and reading up on smrsh and
other docs, to why I'm unable to get RT3 to receive mail!!! The error
I'm getting at the moment is:
 
Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL
 
I have done what it's said in here
http://marc.free.net.ph/message/20030605.105120.74c3bfa8.html
 as well as trying other people suggestions as well.
 
Please help! Thanks
 
Chhai Thach
 
 
 
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From jerker.montelius at ppm.nu  Tue Aug 12 06:27:32 2003
From: jerker.montelius at ppm.nu (Jerker Montelius)
Date: Tue, 12 Aug 2003 12:27:32 +0200
Subject: [rt-users] RT and MrProject?
Message-ID: <1060684051.973.13.camel@stopc0291.premiepensionsmyndigheten.se>

Has anyone tried to "export" a RT project to MrProject or any other
project administration tool?
It would be nice to have them draw gnatt diagrams sometimes.

Jerker




From ddofton at 4cls.org  Tue Aug 12 09:39:33 2003
From: ddofton at 4cls.org (Dan Dofton)
Date: Tue, 12 Aug 2003 09:39:33 -0400
Subject: [rt-users] rt ignoring admincc
In-Reply-To: <20030810100807.GI622@moreton.com.au>
References: <20030808162631.3a24f2ce.ddofton@4cls.org>
	<20030810100807.GI622@moreton.com.au>
Message-ID: <20030812093933.7ba1f95f.ddofton@4cls.org>

On Sun, 10 Aug 2003 20:08:07 +1000
Phil Homewood <pdh at snapgear.com> wrote:

> Dan Dofton wrote:
> > My user, Dan, is a super-user and is an admincc in the two active
> > queues. However, RT never sends me mail unless I am the requestor.  It
> > sends mail to the one other admincc, but not me.  
> 
> This is a FAQ, and perusal of the Outgoing Mail Configuration
> part of RT_Config.pm will give the answer.

Phil, 
Thanks so much for taking the time to point me in the right direction.
It was the '$NotifyActor' parameter setting that stymied me.

--
Dan Dofton
Four County Library System
Vestal, NY
www.4cls.org




From bdikeman at bitpipe.com  Tue Aug 12 10:26:41 2003
From: bdikeman at bitpipe.com (Brett Dikeman)
Date: Tue, 12 Aug 2003 10:26:41 -0400
Subject: [rt-users] Out of office loops
Message-ID: <3F38F921.8040504@bitpipe.com>

Folks,

I posted a week or two ago about this and got no reply.

We're still having problems with RT interacting poorly with 
out-of-office/vacation messages- they clobber headers, and RT thinks 
each reply is a new ticket, fires off a new email, and so we get loops. 
    We cannot disable reply-on-new-ticket, and we have no control over 
the parties sending vacation/out of office mesages.

Has anyone found a way to prevent the loops?  If not, any suggestions on 
where to begin?

Thanks!

Brett



From mlelstv at dev.de.cw.net  Tue Aug 12 10:38:16 2003
From: mlelstv at dev.de.cw.net (Michael van Elst)
Date: Tue, 12 Aug 2003 16:38:16 +0200
Subject: [rt-users] Out of office loops
In-Reply-To: <3F38F921.8040504@bitpipe.com>
References: <3F38F921.8040504@bitpipe.com>
Message-ID: <20030812143815.GA66676@sv1.dev.de.cw.net>

On Tue, Aug 12, 2003, Brett Dikeman wrote:

> Has anyone found a way to prevent the loops?  If not, any suggestions on 
> where to begin?

What about using procmail to filter the messages ?


-- 
    ,eM""=.            a"-.                         Michael van Elst
   dWWMWM" -          :GM==;                        mlelstv at dev.de.cw.net
  :WWMWMw=--.          "W='  cable & wireless
   9WWMm==-.
    "-Wmw-"  CABLE & WIRELESS


From khera at kcilink.com  Tue Aug 12 10:39:36 2003
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 12 Aug 2003 10:39:36 -0400
Subject: [rt-users] Out of office loops
In-Reply-To: <3F38F921.8040504@bitpipe.com>
References: <3F38F921.8040504@bitpipe.com>
Message-ID: <16184.64552.465760.72001@yertle.int.kciLink.com>

>>>>> "BD" == Brett Dikeman <bdikeman at bitpipe.com> writes:

BD> Has anyone found a way to prevent the loops?  If not, any suggestions on 
BD> where to begin?

If the remote side is not sending along any indication that it is a
reply, then there is technically no loop ;-)

Seriously, other than a rate limiter with an associated database,
there it really nothing you can do about this.  I don't believe RT has
such a capability.  Perhaps you can ask the remote side to update
their software?


From Michael.Liebman at mtvstaff.com  Tue Aug 12 10:53:16 2003
From: Michael.Liebman at mtvstaff.com (Liebman, Michael)
Date: Tue, 12 Aug 2003 10:53:16 -0400
Subject: [rt-users] Out of office loops
Message-ID: <F5A19CDCBA60D31199E7009027AA458001E640E5@MTV_NOC>

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From sean.perry at intransa.com  Tue Aug 12 11:04:58 2003
From: sean.perry at intransa.com (Sean Perry)
Date: Tue, 12 Aug 2003 08:04:58 -0700
Subject: [rt-users] Out of office loops
In-Reply-To: <3F38F921.8040504@bitpipe.com>
References: <3F38F921.8040504@bitpipe.com>
Message-ID: <3F39021A.9010502@intransa.com>

Brett Dikeman wrote:

> Folks,
> 
> I posted a week or two ago about this and got no reply.
> 
> We're still having problems with RT interacting poorly with 
> out-of-office/vacation messages- they clobber headers, and RT thinks 
> each reply is a new ticket, fires off a new email, and so we get loops. 
>    We cannot disable reply-on-new-ticket, and we have no control over 
> the parties sending vacation/out of office mesages.
> 
> Has anyone found a way to prevent the loops?  If not, any suggestions on 
> where to begin?
> 

what about hacking rt-mailgate to drop Out of Office messages?




From khera at kcilink.com  Tue Aug 12 11:15:13 2003
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 12 Aug 2003 11:15:13 -0400
Subject: [rt-users] Out of office loops
In-Reply-To: <3F39021A.9010502@intransa.com>
References: <3F38F921.8040504@bitpipe.com>
	<3F39021A.9010502@intransa.com>
Message-ID: <16185.1153.5288.796751@yertle.int.kciLink.com>

>>>>> "SP" == Sean Perry <sean.perry at intransa.com> writes:

SP> what about hacking rt-mailgate to drop Out of Office messages?


Care to share a fool-proof method of detecting what is an OoO message
and what is not?  I'm sure you'd make a lot of friends by doing so.


From aturner at netscreen.com  Tue Aug 12 11:15:59 2003
From: aturner at netscreen.com (Aaron Turner)
Date: Tue, 12 Aug 2003 08:15:59 -0700
Subject: [rt-users] Out of office loops
In-Reply-To: <3F39021A.9010502@intransa.com>
References: <3F38F921.8040504@bitpipe.com> <3F39021A.9010502@intransa.com>
Message-ID: <20030812151559.GA1202@netscreen.com>

I use procmail myself.  That way I can filter out dupes, spam (via
SpamAssassin), and other emails that I don't want showing up in RT.
Added advantage is that you don't need to worry about merging your
rt-mailgate changes when you upgrade.

-- 
Aaron Turner  <aturner at netscreen.com>    work: 408-543-4025
Sr. Security Engineer                    fax:  408-543-4078
NetScreen Technologies, Inc
All emails by me are PGP signed; a bad signature indicates a forgery.

On Tue, Aug 12, 2003 at 08:04:58AM -0700, Sean Perry wrote:
> Brett Dikeman wrote:
> 
> >Folks,
> >
> >I posted a week or two ago about this and got no reply.
> >
> >We're still having problems with RT interacting poorly with 
> >out-of-office/vacation messages- they clobber headers, and RT thinks 
> >each reply is a new ticket, fires off a new email, and so we get loops. 
> >   We cannot disable reply-on-new-ticket, and we have no control over 
> >the parties sending vacation/out of office mesages.
> >
> >Has anyone found a way to prevent the loops?  If not, any suggestions on 
> >where to begin?
> >
> 
> what about hacking rt-mailgate to drop Out of Office messages?

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From sean.perry at intransa.com  Tue Aug 12 11:33:54 2003
From: sean.perry at intransa.com (Sean Perry)
Date: Tue, 12 Aug 2003 08:33:54 -0700
Subject: [rt-users] Out of office loops
In-Reply-To: <16185.1153.5288.796751@yertle.int.kciLink.com>
References: <3F38F921.8040504@bitpipe.com>	<3F39021A.9010502@intransa.com> <16185.1153.5288.796751@yertle.int.kciLink.com>
Message-ID: <3F3908E2.8050201@intransa.com>

Vivek Khera wrote:

>>>>>>"SP" == Sean Perry <sean.perry at intransa.com> writes:
> 
> 
> SP> what about hacking rt-mailgate to drop Out of Office messages?
> 
> 
> Care to share a fool-proof method of detecting what is an OoO message
> and what is not?  I'm sure you'd make a lot of friends by doing so.

well the lame way of "does subject begin with 'Out of (the )?Office 
((auto)?reply)'" would work unless you expect to receive tickets 
reporting problems with the Out of Office system.  Another possibility 
is parsing the message body for the reply template.  Most systems send 
the same message with the dates adjusted.

Otherwise, perhaps the headers have a field in them the original poster 
can use.  Maybe Out of Office messages come from a different host or 
X-Mailer.  Perhaps he can add a custom header to the messages to make 
them easier to filter.




From jim.rowan at starcore-dsp.com  Tue Aug 12 11:43:21 2003
From: jim.rowan at starcore-dsp.com (Jim Rowan)
Date: Tue, 12 Aug 2003 10:43:21 -0500
Subject: [rt-users] Newbie: problem receiving mail through gateway
Message-ID: <FA5264FF6C742D42B309ED672B5E7E1E24C6C3@ausexm1>

EX_TEMPFAIL is telling you that the program that smrsh is trying to run
(rt-mailgate) is returning a code that says it (rt-mailgate) has a
problem processing the message.  I think you're probably beyond
sendmail-related problems.

 

Here's how to approach debugging:

 

-          Capture a simple mail message into a file, including the
headers.  (close enough: grab a message with an editor from your mailbox
file, including all the headers)

-          Turn on debugging in RT.  See RT_SiteConfig.pm.  Watch what
happens in the debug log.

-          Feed the test mail message into rt-mailgate manually, and add
the "-debug" flag to rt-mailgate in addition to your other existing
parameters.

-          Watch the output from rt-mailgate and in the debug log.

-          Track down all the "permission denied" errors that you might
get.  Anything that makes rt-mailgate unhappy is a candidate as the
cause of this failure.

 

 

 

-----Original Message-----
From: Chhai Thach [mailto:chhait at frontierisp.com.au] 
Sent: Tuesday, August 12, 2003 3:49 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] Newbie: problem receiving mail through gateway

 

Hi all

 

I've spent hours digging up the archive and reading up on smrsh and
other docs, to why I'm unable to get RT3 to receive mail!!! The error
I'm getting at the moment is:

 

Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL

 

I have done what it's said in here
http://marc.free.net.ph/message/20030605.105120.74c3bfa8.html

 as well as trying other people suggestions as well.

 

Please help! Thanks

 

Chhai Thach

 

 

 

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From khera at kcilink.com  Tue Aug 12 11:49:06 2003
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 12 Aug 2003 11:49:06 -0400
Subject: [rt-users] Out of office loops
In-Reply-To: <3F3908E2.8050201@intransa.com>
References: <3F38F921.8040504@bitpipe.com>
	<3F39021A.9010502@intransa.com>
	<16185.1153.5288.796751@yertle.int.kciLink.com>
	<3F3908E2.8050201@intransa.com>
Message-ID: <16185.3186.339316.442984@yertle.int.kciLink.com>

>>>>> "SP" == Sean Perry <sean.perry at intransa.com> writes:

SP> well the lame way of "does subject begin with 'Out of (the )?Office 
SP> ((auto)?reply)'" would work unless you expect to receive tickets 
SP> reporting problems with the Out of Office system.  Another possibility 
 [ ... ]

I see you've never actually thought about this, or tried to detect
them from the wide collection of crap software out there...  It is a
non-trivial problem.  Hopefully, the "Auto-Generated" proposed header
will catch on quickly, and make life easier... but alas, people still
run ancient cc:Mail gateways that don't even do proper SMTP let alone
follow any new standards.


From les at futuresource.com  Tue Aug 12 11:52:17 2003
From: les at futuresource.com (Les Mikesell)
Date: 12 Aug 2003 10:52:17 -0500
Subject: [rt-users] Out of office loops
In-Reply-To: <16185.1153.5288.796751@yertle.int.kciLink.com>
References: <3F38F921.8040504@bitpipe.com> <3F39021A.9010502@intransa.com>
	 <16185.1153.5288.796751@yertle.int.kciLink.com>
Message-ID: <1060703536.10174.80.camel@moola.futuresource.com>

On Tue, 2003-08-12 at 10:15, Vivek Khera wrote:
> >>>>> "SP" == Sean Perry <sean.perry at intransa.com> writes:
> 
> SP> what about hacking rt-mailgate to drop Out of Office messages?
> 
> 
> Care to share a fool-proof method of detecting what is an OoO message
> and what is not?  I'm sure you'd make a lot of friends by doing so.

How about a configurable limit on auto-responses to new tickets from
any address over some time interval?

---
  Les Mikesell
   les at futuresource.com




From bruce_campbell at ripe.net  Tue Aug 12 11:56:12 2003
From: bruce_campbell at ripe.net (Bruce Campbell)
Date: Tue, 12 Aug 2003 17:56:12 +0200 (CEST)
Subject: [rt-users] Out of office loops
In-Reply-To: <3F3908E2.8050201@intransa.com>
Message-ID: <Pine.LNX.4.44.0308121747590.24010-100000@x22.ripe.net>

On Tue, 12 Aug 2003, Sean Perry wrote:

> >>>>>>"SP" == Sean Perry <sean.perry at intransa.com> writes:
> > SP> what about hacking rt-mailgate to drop Out of Office messages?
> > Care to share a fool-proof method of detecting what is an OoO message
> > and what is not?  I'm sure you'd make a lot of friends by doing so.
>
> well the lame way of "does subject begin with 'Out of (the )?Office
> ((auto)?reply)'" would work unless you expect to receive tickets
> reporting problems with the Out of Office system.  Another possibility
> is parsing the message body for the reply template.  Most systems send
> the same message with the dates adjusted.

*snort*.

That will remove a goodly number of loops, but Murphy's Law dictates that
you'll then have a rush on people seeking help with how to set up their
vacation autoresponder... which you'll drop on the floor.

Unfortunately, I've seen too many autoresponders which didn't quote a
decent (parseable) amount of your text, which makes detecting loops a bit
harder.

> Otherwise, perhaps the headers have a field in them the original poster
> can use.  Maybe Out of Office messages come from a different host or
> X-Mailer.  Perhaps he can add a custom header to the messages to make
> them easier to filter.

Maybe, people will use autoresponders that conform to (proposed)
standards.  Maybe, someone on the other end will change their (mailer)
behaviour in order to make your life (at least, your RT instance) simpler.

This is doubtful.  The solution to the problem is checking previous
messages to detect loop-like activities.  You won't be able to stop loops
from starting, but you will be able to stop them from continuing in _most_
cases.

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

( Who needs an autoresponder anyway?  Managed quite well with a month's
  holiday without one. )



From sean.perry at intransa.com  Tue Aug 12 12:00:55 2003
From: sean.perry at intransa.com (Sean Perry)
Date: Tue, 12 Aug 2003 09:00:55 -0700
Subject: [rt-users] Out of office loops
In-Reply-To: <16185.3186.339316.442984@yertle.int.kciLink.com>
References: <3F38F921.8040504@bitpipe.com>	<3F39021A.9010502@intransa.com>	<16185.1153.5288.796751@yertle.int.kciLink.com>	<3F3908E2.8050201@intransa.com> <16185.3186.339316.442984@yertle.int.kciLink.com>
Message-ID: <3F390F37.2070303@intransa.com>

Vivek Khera wrote:

>>>>>>"SP" == Sean Perry <sean.perry at intransa.com> writes:
> 
> 
> SP> well the lame way of "does subject begin with 'Out of (the )?Office 
> SP> ((auto)?reply)'" would work unless you expect to receive tickets 
> SP> reporting problems with the Out of Office system.  Another possibility 
>  [ ... ]
> 
> I see you've never actually thought about this, or tried to detect
> them from the wide collection of crap software out there...  It is a
> non-trivial problem.  Hopefully, the "Auto-Generated" proposed header
> will catch on quickly, and make life easier... but alas, people still
> run ancient cc:Mail gateways that don't even do proper SMTP let alone
> follow any new standards.

I have had good success with some regex work and template checking. 
However, I do not routinely have to deal with horribly broken or stupid 
mailers.




From sean.perry at intransa.com  Tue Aug 12 12:06:07 2003
From: sean.perry at intransa.com (Sean Perry)
Date: Tue, 12 Aug 2003 09:06:07 -0700
Subject: [rt-users] Out of office loops
In-Reply-To: <Pine.LNX.4.44.0308121747590.24010-100000@x22.ripe.net>
References: <Pine.LNX.4.44.0308121747590.24010-100000@x22.ripe.net>
Message-ID: <3F39106F.3080004@intransa.com>

Bruce Campbell wrote:

> On Tue, 12 Aug 2003, Sean Perry wrote:
> 
> 
>>>>>>>>"SP" == Sean Perry <sean.perry at intransa.com> writes:
>>>
>>>SP> what about hacking rt-mailgate to drop Out of Office messages?
>>>Care to share a fool-proof method of detecting what is an OoO message
>>>and what is not?  I'm sure you'd make a lot of friends by doing so.
>>
>>well the lame way of "does subject begin with 'Out of (the )?Office
>>((auto)?reply)'" would work unless you expect to receive tickets
>>reporting problems with the Out of Office system.  Another possibility
>>is parsing the message body for the reply template.  Most systems send
>>the same message with the dates adjusted.
> 
> 
> *snort*.
> 
> That will remove a goodly number of loops, but Murphy's Law dictates that
> you'll then have a rush on people seeking help with how to set up their
> vacation autoresponder... which you'll drop on the floor.
> 

yeah, it does depend on what tickets you deal with.  For some people 
just dropping the out of office messages will work.  For an IT 
department servicing a sales staff it will not.

> Unfortunately, I've seen too many autoresponders which didn't quote a
> decent (parseable) amount of your text, which makes detecting loops a bit
> harder.
> 
> 

Vacation messages not including any of the original text was the 
inspiration for checking the message body against known autoresponse 
templates.

I have not implemented this in RT, but I have done work in the past of 
writing software to scan mailboxes for useless messages in order to save 
disk space or help the person who went on vacation deal with their inbox 
when they return.




From daniel-wittenberg at uiowa.edu  Tue Aug 12 13:30:21 2003
From: daniel-wittenberg at uiowa.edu (Daniel Wittenberg)
Date: 12 Aug 2003 12:30:21 -0500
Subject: [rt-users] Can't locate object method "new" via package"RT::Handle"
Message-ID: <1060709421.1245.42.camel@tux.its.uiowa.edu>

I've been trying to install RT, on Red Hat 9, and I think everything is
installed correctly, the check-deps says everything is installed.  From
CLI and I login to mysql as the rt_user with the right pass and see the
database.  Yet I still get this error in the apache logs whenever I try
to go to the initial page, ideas ??

Can't locate object method "new" via package
"RT::Handle" at /local/rt/lib/RT.pm line 126.

Thanks,
Dan



From benb at theriver.com  Tue Aug 12 13:46:54 2003
From: benb at theriver.com (Ben Browning)
Date: Tue, 12 Aug 2003 10:46:54 -0700
Subject: [rt-users] DB down, tickets go to the bit bucket
In-Reply-To: <20030808214719.71804.qmail@web13111.mail.yahoo.com>
References: <1060341589.2588.214.camel@wks20.rptec.ch>
Message-ID: <5.1.0.14.2.20030812104259.037b77f8@127.0.0.1>

Hi all,

I am running RT2 with MySQL and Sendmail.

For a long time it has bothered me that when the DB goes down (nearly 
never, but you never know) tickets get horked mightily. This happens 
because the RT mail-ripper script can't access the DB, so it just drops the 
payload.

Is there a workaround for this? As it stands I just monitor the DB closely 
and when it goes down I bring down sendmail on the box, allowing mail to 
queue at a backup MX.

Thanks!

~Ben
---
    Ben Browning <benb at theriver.com>
       The River Internet Access Co.
          WA Operations Manager
1-877-88-RIVER  http://www.theriver.com



From Jeff.Langley at noaa.gov  Tue Aug 12 13:56:45 2003
From: Jeff.Langley at noaa.gov (Jeff Langley)
Date: Tue, 12 Aug 2003 13:56:45 -0400
Subject: [rt-users] RT-2-0-15 - index.html
Message-ID: <3F392A5D.7BB53E3@noaa.gov>

RT-Admins,

I initially installed RT3 and then RT-2-0-15 for some of the contrib
utils.

RT3 installed and displayed ok.  RT2 did not.  My httpd.conf is below.
I have
checked, with perl-status, to see if HTML::Mason and RT::  modules were
loaded.
They are.

I have done a lot of reading and checking but can not find what to do
next to
make RT2 work.

Why do you think I am only displaying text when I access RT2?

Thanks,
Jeff
<Directory /Apache_cgi_root/rt2/WebRT/html>
   AllowOverride None
   Options None ExecCGI FollowSymLinks
   Order allow,deny
   Allow from all
   PerlRequire /Apache_cgi_root/rt2/bin/webmux.pl
   PerlModule Apache::DBI
   SetHandler perl-script
   PerlHandler RT::Mason
   PerlHandler HTML::Mason
   Options ExecCGI
</Directory>


http://lnx263.wwb.noaa.gov/rt2/WebRT/html/index.html




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From aturner at netscreen.com  Tue Aug 12 14:22:23 2003
From: aturner at netscreen.com (Aaron Turner)
Date: Tue, 12 Aug 2003 11:22:23 -0700
Subject: [rt-users] DB down, tickets go to the bit bucket
In-Reply-To: <5.1.0.14.2.20030812104259.037b77f8@127.0.0.1>
References: <1060341589.2588.214.camel@wks20.rptec.ch> <5.1.0.14.2.20030812104259.037b77f8@127.0.0.1>
Message-ID: <20030812182223.GD1202@netscreen.com>

Hey Ben,

What i did was use a wrapper script (see attached) which detects the 
return value of rt-mailgate and sleeps for a specified period of time 
and tries again (and again) until success.

Basically, I call the wrapper via procmail (but you prolly could do it
via your /etc/aliases file too):

:0 w
| $HOME/bin/resubmit.pl -t 5 -f 12 -c '/usr/local/rt3/bin/rt-mailgate
--queue MyQueue --action comment --url https://rt.mycompany.com/'

On Tue, Aug 12, 2003 at 10:46:54AM -0700, Ben Browning wrote:
> Hi all,
> 
> I am running RT2 with MySQL and Sendmail.
> 
> For a long time it has bothered me that when the DB goes down (nearly 
> never, but you never know) tickets get horked mightily. This happens 
> because the RT mail-ripper script can't access the DB, so it just drops the 
> payload.
> 
> Is there a workaround for this? As it stands I just monitor the DB closely 
> and when it goes down I bring down sendmail on the box, allowing mail to 
> queue at a backup MX.
-------------- next part --------------
#!/usr/bin/perl -w

# This script is a wrapper for procmail which should be called like:
# | resubmit.pl -t 5 -f 60 -c "/dir/dir2/script_to_execute script options"

# This wrapper, checks the exit code of the above script.  If it fails
# (exit code != 0), it sleeps for -t  minutes and trys again until success
# -f 12 says to return exit(1) after 12 tries.  use -f 0 to try forever


use strict;
use Carp;
use Getopt::Std;
use File::Temp qw/tempfile/;
use integer; # always use integer math

my $DEBUG = 0;

use vars qw/$opt_c $opt_t $opt_f/;
getopts("c:t:f:");

# default sleep delay is 5 minute
my $sleep = $opt_t ? $opt_t * 60 : 5 * 60;

# default fail count is 1 hour
my $failcount = (defined $opt_f) ? $opt_f : 60 / ($sleep / 60);

# script to run
my $script = $opt_c;

# read in STDIN
my @data = <STDIN>;

# create temp file
my ($fh, $filename) = tempfile ( DIR => '/tmp' );
print $fh @data;

print STDERR "Tempfile: $filename\n" if ($DEBUG);

# default forces try
my $exit_value = 1;
my $numfail = 0;

while ($exit_value) {
  system("cat $filename | $script");
  $exit_value = $? >> 8;

  print STDERR "Exit code: $exit_value\n" if ($DEBUG);

  # sleep only on failure
  if ($exit_value) {
    $numfail ++;
    if ($numfail == $failcount) {
      exit 1;
    }
    print STDERR "Sleeping for $sleep seconds\n" if ($DEBUG);
    sleep($sleep);
  }
}

print STDERR "Cleaning up\n" if ($DEBUG);
# delete temp file
unlink $filename;
exit 0;
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From jesse at bestpractical.com  Tue Aug 12 14:35:39 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 12 Aug 2003 14:35:39 -0400
Subject: [rt-users] DB down, tickets go to the bit bucket
In-Reply-To: <5.1.0.14.2.20030812104259.037b77f8@127.0.0.1>
References: <1060341589.2588.214.camel@wks20.rptec.ch> <5.1.0.14.2.20030812104259.037b77f8@127.0.0.1>
Message-ID: <20030812183539.GT10198@fsck.com>

FWIW, RT3 handles things rather differently and things should queue
properly until the message payload is recorded.


On Tue, Aug 12, 2003 at 10:46:54AM -0700, Ben Browning wrote:
> Hi all,
> 
> I am running RT2 with MySQL and Sendmail.
> 
> For a long time it has bothered me that when the DB goes down (nearly 
> never, but you never know) tickets get horked mightily. This happens 
> because the RT mail-ripper script can't access the DB, so it just drops the 
> payload.
> 
> Is there a workaround for this? As it stands I just monitor the DB closely 
> and when it goes down I bring down sendmail on the box, allowing mail to 
> queue at a backup MX.
> 
> Thanks!
> 
> ~Ben
> ---
>    Ben Browning <benb at theriver.com>
>       The River Internet Access Co.
>          WA Operations Manager
> 1-877-88-RIVER  http://www.theriver.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 rt at brisksolutions.com  Tue Aug 12 14:38:14 2003
From: rt at brisksolutions.com (Hammad)
Date: Tue, 12 Aug 2003 14:38:14 -0400
Subject: [rt-users] Manually Execute Scrips
Message-ID: <1060713494.3f3934169bf26@mail.brisksolutions.com>

Is it possible to manually execute a Scrip by clicking on a link or something?

I have a scrip which generate a Random password for a new user and sends them
email. In case the user forgets its password. I want some kind of link placed in
RT which only an admin can see and if given a username and clicking on a link or
submit. It runs the scrip with passed username and generate the random password
and sends it again to user.

How can I get this done?

--
Hammad



From nkishfy at strategicpoint.com  Tue Aug 12 14:39:39 2003
From: nkishfy at strategicpoint.com (Nick Kishfy)
Date: Tue, 12 Aug 2003 14:39:39 -0400
Subject: [rt-users] Including the the original message text in correspondence
Message-ID: <EBC94D486F098F46A758FA0CC50D1B2E6D99@mail.pfs-lan.com>

Hi all. I have been poking around with the templates for a while and I
can't seem to get the original message from the ticket request to be
included when someone resolves a ticket and sends a comment to the
requester. Has anyone else got this working? Adding a header (which I
guess means just put it in the top of the email and leave two lines)
"RT-Attach-Message: yes" isn't working for me. Neither is adding
{$Transaction->Content()}. What am I doing wrong?

Thanks,
Nick Kishfy


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From khera at kcilink.com  Tue Aug 12 14:48:16 2003
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 12 Aug 2003 14:48:16 -0400
Subject: [rt-users] DB down, tickets go to the bit bucket
In-Reply-To: <5.1.0.14.2.20030812104259.037b77f8@127.0.0.1>
References: <1060341589.2588.214.camel@wks20.rptec.ch>
	<5.1.0.14.2.20030812104259.037b77f8@127.0.0.1>
Message-ID: <16185.13936.700376.870436@yertle.int.kciLink.com>

>>>>> "BB" == Ben Browning <benb at theriver.com> writes:

BB> never, but you never know) tickets get horked mightily. This happens 
BB> because the RT mail-ripper script can't access the DB, so it just drops the 
BB> payload.

What version of RT do you have?  Older versions used to fail this way,
but that was fixed a *long* time ago to fail with a temporary error so
the mail server would queue the mail.

-- 
=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
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 bdikeman at bitpipe.com  Tue Aug 12 15:26:41 2003
From: bdikeman at bitpipe.com (Brett Dikeman)
Date: Tue, 12 Aug 2003 15:26:41 -0400
Subject: [rt-users] two instances, one DB
Message-ID: <3F393F71.6020702@bitpipe.com>

Folks,

Another question, this one more about the internals...

We need to run two instances of RT, one with a greatly simplified user 
interface.  Is it safe to point two GUI instances(ie, running out of two 
  separate virtualhost entries, two separate directories), at one 
database, and possibly even one queue?

Thanks!
Brett



From jgedeon at qualcomm.com  Tue Aug 12 18:20:42 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Tue, 12 Aug 2003 15:20:42 -0700
Subject: [rt-users] RT-mailgate loop
Message-ID: <5.1.0.14.2.20030812151944.03b92ff8@unixmail.qualcomm.com>

Is there any reason why the rt-mailgate would go into a loop? It did for 
our install of rt (2.0.15) and I am not sure if it is the code I added or 
the existing code and was looking for some advice.

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 Jitender.Kataria at us.ngrid.com  Tue Aug 12 18:25:11 2003
From: Jitender.Kataria at us.ngrid.com (Kataria, Jitender .)
Date: Tue, 12 Aug 2003 18:25:11 -0400
Subject: [rt-users] Status change script not working
Message-ID: <A141F97BDF26AC4187E30305DB9FC3740EF740@nyhcbmsg02.NA.NGRID.NET>

Hi 

I am having a issue in status change script .
I want to generate a email for owner ( notify owner ) whenever there is
change in the status of the ticket.
When I set this option in RT 3.0 it tries to send a email to  user 
rt-3.0.4-66-229.13.5457029773562 ( the number generated changes
everytime )

I am not sure how is it generating the sender name considering the
domain is right

Under is the error message I get in messages file

"Aug 12 18:15:40 n200 RT: <rt-3.0.4-66-229.13.5457029773562 at nnn.com>  
No recipients found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:257)"

Please advise 

Thanks

Jitender


This e-mail and any files transmitted with it, are confidential to National Grid and are intended solely for the use of the individual or entity to whom they are addressed.  If you have received this e-mail in error, please contact the National Grid USA Enterprise Support Center on 508-389-3375 or 315-428-6360.

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From jgedeon at qualcomm.com  Tue Aug 12 19:01:25 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Tue, 12 Aug 2003 16:01:25 -0700
Subject: [rt-users] Attachments truncation
Message-ID: <5.1.0.14.2.20030812160010.03b1b8f0@unixmail.qualcomm.com>

Hi,

    I have the defaults for attachment size and truncation set (no trunc 
and 10 mb file maxs) but when someone emails a 1mb file it is trunced to 
7.8k ?? Where do I start??

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 jesse at bestpractical.com  Tue Aug 12 21:42:11 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 12 Aug 2003 21:42:11 -0400
Subject: [rt-users] RT-mailgate loop
In-Reply-To: <5.1.0.14.2.20030812151944.03b92ff8@unixmail.qualcomm.com>
References: <5.1.0.14.2.20030812151944.03b92ff8@unixmail.qualcomm.com>
Message-ID: <20030813014211.GB10198@fsck.com>

Certain older versions of MailTools had a bug that could cause it.
Samples of the messages RT was sending and recieving with _all headers_
intact would help us debug it.

	-j


On Tue, Aug 12, 2003 at 03:20:42PM -0700, John Gedeon wrote:
> Is there any reason why the rt-mailgate would go into a loop? It did for 
> our install of rt (2.0.15) and I am not sure if it is the code I added or 
> the existing code and was looking for some advice.
> 
> 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 jesse at bestpractical.com  Tue Aug 12 21:43:50 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 12 Aug 2003 21:43:50 -0400
Subject: [rt-users] Attachments truncation
In-Reply-To: <5.1.0.14.2.20030812160010.03b1b8f0@unixmail.qualcomm.com>
References: <5.1.0.14.2.20030812160010.03b1b8f0@unixmail.qualcomm.com>
Message-ID: <20030813014350.GC10198@fsck.com>

You have a look at the datatype you're using for RT's
Attachments.Content. For all supported database this is a blob or text
type that can support multi-gigabyte attachments.  Either your
database's type for this is somehow different or _maybe_ you have a
broken redhat build of modperl that truncates things.

	jesse


On Tue, Aug 12, 2003 at 04:01:25PM -0700, John Gedeon wrote:
> Hi,
> 
>    I have the defaults for attachment size and truncation set (no trunc 
> and 10 mb file maxs) but when someone emails a 1mb file it is trunced to 
> 7.8k ?? Where do I start??
> 
> 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."
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 lcs at MIT.EDU  Wed Aug 13 01:36:08 2003
From: lcs at MIT.EDU (Larry Stone)
Date: Wed, 13 Aug 2003 1:36:08 EDT
Subject: [rt-users] Manually Execute Scrips
In-Reply-To: Your message of Tue, 12 Aug 2003 14:38:14 -0400
Message-ID: <CMM.0.90.4.1060752968.lcs@defiant.mit.edu>

> Is it possible to manually execute a Scrip by clicking on a link or something?
>
> I have a scrip which generate a Random password for a new user and sends them
> email. In case the user forgets its password. I want some kind of link placed in
> RT which only an admin can see and if given a username and clicking on a link or
> submit. It runs the scrip with passed username and generate the random password
> and sends it again to user.

I figured out a different way to do this -- set up a special queue to
reset passwords, where this scrip fires on the Create condition.
It resets the password of the requestor and sends them mail.  You can
just let the tickets rot, although they do provide a nice audit trail.

Ok, so there is a vulnerability: you can forge mail from someone to this
queue and get RT to reset their password to a new random one and send
them mail about it.  If you rely on email to the admin for password
change requests, that has the same exact vulnerability so I wasn't too
worried about it, especially with the tickets to provide history.

So far I'm only using this mechanism on a fairly new pilot project.  RT 3.0.4.

    -- Larry




From JChen at paymentone.com  Wed Aug 13 05:08:35 2003
From: JChen at paymentone.com (JChen at paymentone.com)
Date: Wed, 13 Aug 2003 02:08:35 -0700
Subject: [rt-users] Confused with Apache 2.x and RT3
Message-ID: <339335385F9BD511B73600508BE789A001C12B34@ebimailsvr>

I finally satisfied all dependencies and have the Apache running.   My setting on my Red hat  9 box  is Apache 2.x with Fastcgi and I'm wondering if I  need mod_perl1 or 2 installed?   Secondly, I do not believe the draft manual I have downloaded from BestPractical applies to my scenario.   What should I change or add to get it to work?   Below is the example Best Practical gave.
 
---------------------
 
Configuring Apache
1) First, you'll need to add a few lines to your httpd.conf telling it to use RT's web interface. If you have mod_perl
(you should, the Perl scripts will go quite a bit faster around with it), you can do something like this:
<VirtualHost your.ip.address>
ServerName your.rt.server.hostname
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
<Location />
SetHandler perl-script
PerlHandler RT::Mason
</Location>
</VirtualHost>
 
Note: If you are running Apache 2, the recommended configuration directive is:
RedirectMatch permanent (.*)/$ http://myaddress.com$1/index.html
in your VirtualHost section
 
 
Jonathan Chen
 
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From binand at gmx.net  Wed Aug 13 05:56:15 2003
From: binand at gmx.net (Binand Sethumadhavan)
Date: Wed, 13 Aug 2003 05:56:15 -0400
Subject: [rt-users] Including the the original message text in correspondence
In-Reply-To: <EBC94D486F098F46A758FA0CC50D1B2E6D99@mail.pfs-lan.com>
References: <EBC94D486F098F46A758FA0CC50D1B2E6D99@mail.pfs-lan.com>
Message-ID: <20030813095615.GA16997@zeus.cysphere.com>

On Tue, Aug 12, 2003 at 02:39:39PM -0400, Nick Kishfy wrote:
>    can't  seem  to get the original message from the ticket request to be
>    included  when  someone  resolves  a ticket and sends a comment to the
>    requester.  Has anyone else got this working? Adding a header (which I

Here is my Resolved template:

Subject: Ticket Resolved: {$Ticket->Subject}

According to our records, your request has been resolved. If you have any
further questions or concerns, please respond to this message.

Please do not reply to this message if all you have to say is "Thank you".
That will unncessarily reopen this ticket, even though it is resolved. Reply
only if you think the ticket is not resolved fully or properly.

Your request that caused this ticket to be opened is given below.

Thank you for your co-operation,

{$Ticket->QueueObj->CorrespondAddress()}
-------------------------------------------------------------------------
{$Ticket->Transactions->First->Content()}

Binand



From dj.dule at planetsky.com  Wed Aug 13 06:38:49 2003
From: dj.dule at planetsky.com (Dusan Djordjevic)
Date: Wed, 13 Aug 2003 13:38:49 +0300
Subject: [rt-users] Custom response to ticket
Message-ID: <200308131338.49860.dj.dule@planetsky.com>

Hi all,

I created queue "Sales" and I am trying to create custom response to it. 
I made template "probni" and Scrip:
On Create Autoreply To Requestors with template probni

but still I receive default response. How should I change it ?

TIA 
---------------------------------------------
Eng. Dusan Djordjevic (RHCE)   PlanetSky Ltd.
Tel: +357 22454896    *    Fax: +357-22518022
http://www.planetsky.com  dusan at planetsky.com



From awahlfeldt at subshell.com  Wed Aug 13 06:54:17 2003
From: awahlfeldt at subshell.com (Andreas Wahlfeldt)
Date: Wed, 13 Aug 2003 12:54:17 +0200
Subject: [rt-users] Re: Including the the original message text in correspondence
References: <20030813014503.30543.44308.Mailman@pallas.eruditorum.org>
Message-ID: <00bc01c36189$3e6a3ef0$0f00000a@bernoulli>

hi nick,

notice: i'm (still) on rt2.15. should also work in the rt3-branch

if you put

1. {$Transaction->Content()}
2. proceeded by at least 2 blank lines
3. in a template text
4. and defined a proper script(action) triggering that template

things should work fine.

the only problem we expierence here is that the transaction-content gets
lost, if the original-mail contained an attachment.

it might be helpfull, if you explained what 'isn't working for me' is in
detail.

no mails sent at all?
what does the mailbody look like?

cu
andreas


> Date: Tue, 12 Aug 2003 14:39:39 -0400
> From: "Nick Kishfy" <nkishfy at strategicpoint.com>
> To: <rt-users at lists.fsck.com>
> Subject: [rt-users] Including the the original message text in
correspondence
>
> This is a multi-part message in MIME format.
>
> ------_=_NextPart_001_01C36101.1625F034
> Content-Type: text/plain;
> charset="US-ASCII"
> Content-Transfer-Encoding: quoted-printable
>
> Hi all. I have been poking around with the templates for a while and I
> can't seem to get the original message from the ticket request to be
> included when someone resolves a ticket and sends a comment to the
> requester. Has anyone else got this working? Adding a header (which I
> guess means just put it in the top of the email and leave two lines)
> "RT-Attach-Message: yes" isn't working for me. Neither is adding
> {$Transaction->Content()}. What am I doing wrong?
>
> Thanks,
> Nick Kishfy
>



From alesh at sportina.si  Wed Aug 13 07:39:40 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Wed, 13 Aug 2003 13:39:40 +0200
Subject: [rt-users] Custom response to ticket
In-Reply-To: <200308131338.49860.dj.dule@planetsky.com>
Message-ID: <006c01c3618f$9875f230$e101a8c0@OMNIBOOK>

What are the other scrips you have, specialy Global?

A.
-- 
Ale? Su?nik
vodja informatike/IT Manager
Sportina Bled d.o.o.
Alpska c. 43, 4248 Lesce, Slovenija
tel.: +386 4 537 00 15
fax.: +386 4 537 00 25/26
E-mail: alesh at sportina.si
WWW: http://www.sportina.si



-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Dusan Djordjevic
Sent: Wednesday, August 13, 2003 12:39 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Custom response to ticket


Hi all,

I created queue "Sales" and I am trying to create custom response to it. 
I made template "probni" and Scrip:
On Create Autoreply To Requestors with template probni

but still I receive default response. How should I change it ?

TIA 
---------------------------------------------
Eng. Dusan Djordjevic (RHCE)   PlanetSky Ltd.
Tel: +357 22454896    *    Fax: +357-22518022
http://www.planetsky.com  dusan at planetsky.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 pdh at snapgear.com  Wed Aug 13 07:39:08 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 13 Aug 2003 21:39:08 +1000
Subject: [rt-users] Can't locate object method "new" via package"RT::Handle"
In-Reply-To: <1060709421.1245.42.camel@tux.its.uiowa.edu>
References: <1060709421.1245.42.camel@tux.its.uiowa.edu>
Message-ID: <20030813113908.GI3192@moreton.com.au>

Daniel Wittenberg wrote:
> Can't locate object method "new" via package
> "RT::Handle" at /local/rt/lib/RT.pm line 126.

http://fsck.com/rtfm/factoid.html?id=231    perhaps?
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Wed Aug 13 07:41:58 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 13 Aug 2003 21:41:58 +1000
Subject: [rt-users] RT-2-0-15 - index.html
In-Reply-To: <3F392A5D.7BB53E3@noaa.gov>
References: <3F392A5D.7BB53E3@noaa.gov>
Message-ID: <20030813114158.GJ3192@moreton.com.au>

Jeff Langley wrote:
> RT3 installed and displayed ok.  RT2 did not.  My httpd.conf is below.

You can't run two RT instances under mod_perl in the same apache
instance. Either run multiple apaches, or convert one or both RT
instances to FastCGI.

<vivek>Or SpeedyCGI.</vivek> :-)
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Wed Aug 13 07:42:58 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 13 Aug 2003 21:42:58 +1000
Subject: [rt-users] two instances, one DB
In-Reply-To: <3F393F71.6020702@bitpipe.com>
References: <3F393F71.6020702@bitpipe.com>
Message-ID: <20030813114258.GK3192@moreton.com.au>

Brett Dikeman wrote:
> We need to run two instances of RT, one with a greatly simplified user 
> interface.  Is it safe to point two GUI instances(ie, running out of two 
>  separate virtualhost entries, two separate directories), at one 
> database, and possibly even one queue?

Sure. RT internally does this anyway, with multiple handler
processes running under mod_perl or fastcgi, talking to the
same backend.
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From marcus at mediaflex.no  Wed Aug 13 07:56:20 2003
From: marcus at mediaflex.no (Marcus Ramberg)
Date: Wed, 13 Aug 2003 13:56:20 +0200
Subject: [rt-users] RT/FM troubles
Message-ID: <3F3A2764.7000203@mediaflex.no>

Hi, I have the following troubles with rtfm (running rt/fm  2.-0RC2 / rt 
3.0.5.pre3 ):

When I try to insert content from an article to a ticket, it just adds 
another instance of my signature (no article content , and when it links 
to the article, click on the links field gives the following error:
*or:*  	RT::FM::Article::OwnerObj Unimplemented in 
HTML::Mason::Commands. (/opt/rt3/share/html/Ticket/Elements/EditLinks 
line 85)
*context:*  	
*...*  	
*453:*  	else {
*454:*  	my ($package, $filename, $line);
*455:*  	($package, $filename, $line) = caller;
*456:*  	
*457:*  	die "$AUTOLOAD Unimplemented in $package. ($filename line 
$line) \n";
*458:*  	}
*459:*  	
*460:*  	}
*461:*  	
*...*  	

*code stack:*  	/usr/local/share/perl/5.8.0/DBIx/SearchBuilder/Record.pm:457
/opt/rt3/share/html/Ticket/Elements/EditLinks:85
/opt/rt3/share/html/Ticket/ModifyLinks.html:36
/opt/rt3/share/html/autohandler:163


With regards,
Marcus Ramberg
Mediaflex A/S
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From pdh at snapgear.com  Wed Aug 13 07:45:41 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 13 Aug 2003 21:45:41 +1000
Subject: [rt-users] Confused with Apache 2.x and RT3
In-Reply-To: <339335385F9BD511B73600508BE789A001C12B34@ebimailsvr>
References: <339335385F9BD511B73600508BE789A001C12B34@ebimailsvr>
Message-ID: <20030813114541.GL3192@moreton.com.au>

JChen at paymentone.com wrote:
> I finally satisfied all dependencies and have the Apache running.
> My setting on my Red hat  9 box  is Apache 2.x with Fastcgi and I'm
> wondering if I  need mod_perl1 or 2 installed?

Neither. If you're using fastcgi, you don't need mod_perl.
mod_perl1 doesn't work with apache2, and mod_perl2 is still
in pre-release stage and not supported for RT.

> Secondly, I do not
> believe the draft manual I have downloaded from BestPractical applies to
> my scenario.   What should I change or add to get it to work?   Below is
> the example Best Practical gave.

Try this:

<VirtualHost *>
    DocumentRoot /opt/rt3/share/html
    ServerName rt.example.com
    Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
    <IfModule mod_fastcgi.c>
        ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
    </IfModule>
</VirtualHost>

-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From lists at geoeclectic.com  Wed Aug 13 10:21:43 2003
From: lists at geoeclectic.com (acorn)
Date: Wed, 13 Aug 2003 10:21:43 -0400
Subject: [rt-users] Different autoreply for tickets created via web vs. email
Message-ID: <3F3A4977.3040805@geoeclectic.com>

I've been searching the archives for this answer, but either it doesn't 
exist or I can't find the right incantation to tease it out via htDIG.

In short, I'd like to send a different autoreply message on the creation 
of a new ticket if that ticket is created via the web interface, rather 
than via an incoming email.  The reasoning behind this is that support 
staff will sometimes create a ticket for a user, and so the initial 
email to that user needs to be more detailed than the response to an 
email sent by the user themselves.

Can anyone provide a pointer on how to do this?

Thanks,

- Troy Cobb



From Philip.Colmer at proquest.co.uk  Wed Aug 13 10:29:09 2003
From: Philip.Colmer at proquest.co.uk (Colmer, Philip)
Date: Wed, 13 Aug 2003 15:29:09 +0100
Subject: [rt-users] Top N lists
Message-ID: <CEEE169F5089F343B3BB2167BE8628C901775271@exchange.private.chadwyck.co.uk>

I've tried to do some more research into why my "Top N unassigned" module
doesn't work properly if you don't have access to all of the queues on the
system.

Here is the test scenario:

2 queues
4 tickets - 2 in each queue, alternating IDs
2 groups - one for adminning each queue
3 users - one in each group and a third in both

If you have the Top N module configured to show only 2 jobs:

User		Desired behaviour		Actual behaviour
Both		Show top 2 jobs		Shows top 2 jobs
Q1		Show top 2 Q1 jobs	Shows first Q1 job
Q2		Show top 2 Q2 jobs	Shows first Q2 job

I hope that is clear :-)

My initial thinking was that RT::Tickets wasn't limiting the set of tickets
to those that the current user could admin, but further checking of the code
shows that it doesn't work like that.

The filtering of which tickets the user sees is actually done by the Next
method. The next ticket is retrieved through $self->SUPER::Next(); and then
checked. If the user has "ShowTicket" rights, the ticket is returned
otherwise the method recurses to get the next ticket that the user can see
or the end of the line.

It is the recursion that is where this appears to go wrong. By adding
debugging to the code, it looks as if the next ticket retrieved through the
recursion process doesn't work and it just returns undef. By comparison, if
you comment out the permission testing, all records do get returned (albeit
some of them aren't accessible by the user because of permissions).

Unfortunately, my Perl isn't up to figuring out why the recursion isn't
working, so I'm hoping that someone can help me out here!

I also had an idea that I might be able to solve the problem by using
"LimitQueue" first off to explicitly restrict the ticket list by specifying
which queues the user has access to, but that doesn't work either!

I've tried adding this to the INIT code for the module:

My $MyQueues;
$RT::Logger->debug("Checking queues\n");
$MyQueues = new RT::Queues ($session{'CurrentUser'});
while (my $Queue = $MyQueues->Next) {
        $RT::Logger->debug("Got queue ".$Queue->Name);
}

But the debugging code that says "Got queue" is never used. The only way I
can get any names out is by adding

$MyQueues->UnLimit

before the while loop, but then it outputs ALL of the queue names,
regardless of whether or not you've got See Queue permission.

Am I overlooking something or is there a problem with the RT code?

--Philip

--
Philip Colmer, MBCS CEng?CCSE?????????? Tel: 01223 271223
I.T. Manager??????????????????????????? Fax: 01223 215513
ProQuest Information & Learning
The Quorum, Barnwell Road, Cambridge, CB5 8SW



From jgedeon at qualcomm.com  Wed Aug 13 12:03:17 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Wed, 13 Aug 2003 09:03:17 -0700
Subject: [rt-users] Attachments truncation
In-Reply-To: <20030813014350.GC10198@fsck.com>
References: <5.1.0.14.2.20030812160010.03b1b8f0@unixmail.qualcomm.com>
 <5.1.0.14.2.20030812160010.03b1b8f0@unixmail.qualcomm.com>
Message-ID: <5.1.0.14.2.20030813085305.03aebd60@unixmail.qualcomm.com>

Our db (Oracle 8.1.7) type is CLOB i am pretty sure it can handle the large 
files. But since you mention mod_perl I did have trouble installing 
mod_perl. (mainly in getting it to talk to the apache server I installed) 
Maybe that is the problem? (I am running rt's web interface via fastcgi. 
but both uploading via web and attaching via email truncates it. Zipping it 
doesn't help)

John
At 06:43 PM 8/12/2003, Jesse Vincent wrote:
>You have a look at the datatype you're using for RT's
>Attachments.Content. For all supported database this is a blob or text
>type that can support multi-gigabyte attachments.  Either your
>database's type for this is somehow different or _maybe_ you have a
>broken redhat build of modperl that truncates things.
>
>         jesse
>
>
>On Tue, Aug 12, 2003 at 04:01:25PM -0700, John Gedeon wrote:
> > Hi,
> >
> >    I have the defaults for attachment size and truncation set (no trunc
> > and 10 mb file maxs) but when someone emails a 1mb file it is trunced to
> > 7.8k ?? Where do I start??
> >
> > 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."
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> >
>
>--
>http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


--
<>< Proverbs 3:5-6 "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  Wed Aug 13 12:08:12 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Wed, 13 Aug 2003 09:08:12 -0700
Subject: [rt-users] RT-mailgate loop
In-Reply-To: <20030813014211.GB10198@fsck.com>
References: <5.1.0.14.2.20030812151944.03b92ff8@unixmail.qualcomm.com>
 <5.1.0.14.2.20030812151944.03b92ff8@unixmail.qualcomm.com>
Message-ID: <5.1.0.14.2.20030813090550.03aa4d00@unixmail.qualcomm.com>

Below one email that was taking a rather long time (longer than normal)

 From sharmina at qualcomm.com Mon Aug 11 21:13:34 2003
Received: from warlock.qualcomm.com (warlock.qualcomm.com [129.46.50.49])
         by qctwebprd1.qualcomm.com (8.12.9/8.12.3/1.0) with ESMTP id 
h7C4Amks007
825
         for <qct_rt at qctwebprd1.qualcomm.com>; Mon, 11 Aug 2003 21:13:32 
-0700 (P
DT)
Received: from qctweb1.qualcomm.com (qctweb1.qualcomm.com [129.46.50.99])
         by warlock.qualcomm.com (8.12.9/8.12.3/1.0) with ESMTP id 
h7C3unem009645
         for <qct_rt at qctwebprd1.qualcomm.com>; Mon, 11 Aug 2003 20:56:49 
-0700 (P
DT)
Received: from qctweb1.qualcomm.com (localhost [127.0.0.1])
         by qctweb1.qualcomm.com (8.12.9/8.12.3/1.0) with ESMTP id 
h7C3ulib012820
         for <qct_rt at qctweb1.qualcomm.com>; Mon, 11 Aug 2003 20:56:47 -0700 
(PDT)
Received: (from root at localhost)
         by qctweb1.qualcomm.com (8.12.9/8.12.1/Submit) id h7C3ulAh012819
         for qct_rt; Mon, 11 Aug 2003 20:56:47 -0700 (PDT)
Received: from sabrina.qualcomm.com (sabrina.qualcomm.com [129.46.61.150])
         by qctweb1.qualcomm.com (8.12.9/8.12.3/1.0) with ESMTP id 
h7BF9Gib012987
         for <qct_rt at qctweb1.qualcomm.com>; Mon, 11 Aug 2003 08:09:16 -0700 
(PDT)
Received: from WTSXP04.qualcomm.com (wtsxp04.qualcomm.com [129.46.26.86])
         by sabrina.qualcomm.com (8.12.9/8.12.5/1.0) with ESMTP id 
h7BF9EBC023135
         for <webeng.qct.help at qualcomm.com>; Mon, 11 Aug 2003 08:09:15 
-0700 (PDT
)
Message-Id: <5.2.1.1.2.20030811080733.00a78a50 at m2.qualcomm.com>
X-Sender: sharmina at m2.qualcomm.com
X-Mailer: QUALCOMM Windows Eudora Version 5.2.1
Date: Mon, 11 Aug 2003 08:09:11 -0700
To: webeng.qct.help at qualcomm.com
From: Sharmin Ahmed <sharmina at qualcomm.com>
Subject: Re: Reminder
In-Reply-To: <200308090305.h7934owM029538 at neophyte.qualcomm.com>
Mime-Version: 1.0
Content-Type: multipart/alternative;
         boundary="=====================_2074034265==.ALT"
X-orphanmail-forward: [From=<qct_rt at qctweb1.qualcomm.com>/Date=Mon Aug 11 
20:56:
47 2003/Pid=7482]
Status: RO
Content-Length: 1497
Lines: 58

--=====================_2074034265==.ALT
Content-Type: text/plain; charset="us-ascii"; format=flowed

Hi ,

I think I am getting this email by mistake.

Thanks,

Sharmin Ahmed


At 01:03 PM 8/8/2003, you wrote:
 >Hello Everyone,
 >
 >Please use the following site to submit your status report for the week
 >ending 08/08/2003 using SSR:
 >
 ><http://icenet.qualcomm.com/SSR/>http://icenet.qualcomm.com/SSR/
 >
 >This report should be kept short, 5-20 lines is all that is needed.
 >Suggested items:
 >Project Status:
 >      Where you are at in your project.
 >Issues:
 >with the project
 >with systems
 >with features
 >with schedule

--=====================_2074034265==.ALT
Content-Type: text/html; charset="us-ascii"

<html>
<body>
Hi ,<br><br>
I think I am getting this email by mistake.<br><br>
Thanks,<br><br>
Sharmin Ahmed<br><br>
<br>
At 01:03 PM 8/8/2003, you wrote:<br>
<blockquote type=cite class=cite cite><b>Hello Everyone,<br><br>
Please use the following site to submit your status report for the week
ending 08/08/2003 using SSR:</b><br><br>
<a 
href="http://icenet.qualcomm.com/SSR/">http://icenet.qualcomm.com/SSR/</a><br
 ><br>
This report should be kept short, 5-20 lines is all that is needed.
<br>
Suggested items: <br>
<b><u>Project Status:</u></b><br>
&nbsp;&nbsp;&nbsp;&nbsp; Where you are at in your project. <br>
<b><u>Issues:</u></b> <br>
with the project <br>
with systems <br>
with features <br>
with schedule </blockquote></body>
</html>

--=====================_2074034265==.ALT--



From lists at konfido.de  Wed Aug 13 14:36:00 2003
From: lists at konfido.de (Matthias Juchem)
Date: Wed, 13 Aug 2003 20:36:00 +0200
Subject: [rt-users] RT2 and RT3 on same Apache
Message-ID: <200308132036.08737.lists@konfido.de>

Hi.

Just in case...

I'm not that familar with mod_perl and I have wondered if there are any 
problems when installing both RT2 and RT3 on the same Apache instance.

Best regards,
 Matthias

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From daniel-wittenberg at uiowa.edu  Wed Aug 13 15:38:26 2003
From: daniel-wittenberg at uiowa.edu (Daniel Wittenberg)
Date: 13 Aug 2003 14:38:26 -0500
Subject: [rt-users] Can't locate object method "new" via
	package"RT::Handle"
In-Reply-To: <20030813113908.GI3192@moreton.com.au>
References: <1060709421.1245.42.camel@tux.its.uiowa.edu>
	 <20030813113908.GI3192@moreton.com.au>
Message-ID: <1060802727.8865.21.camel@tux.its.uiowa.edu>

Unfortunately not that easy :(  I wish this thing had better error
reporting to tell you when things aren't working.  

Dan

On Wed, 2003-08-13 at 06:39, Phil Homewood wrote:
> Daniel Wittenberg wrote:
> > Can't locate object method "new" via package
> > "RT::Handle" at /local/rt/lib/RT.pm line 126.
> 
> http://fsck.com/rtfm/factoid.html?id=231    perhaps?
-- 
===========================
Daniel Wittenberg
Senior Unix Admin
University of Iowa - ITS



From Kris.Boutilier at scrd.bc.ca  Wed Aug 13 18:51:31 2003
From: Kris.Boutilier at scrd.bc.ca (Kris Boutilier)
Date: Wed, 13 Aug 2003 15:51:31 -0700
Subject: [rt-users] Converting existing database from PostgreSQL to MySQL?
Message-ID: <1174450A1968D111AAAF00805FC162AEBE0ECC@deep_thought.secure.scrd.bc.ca>

Has anyone ever attempted to convert over a live data set? If so, can you
publish a recipe for such an undertaking?

Thanks in advance.



From dj.dule at planetsky.com  Thu Aug 14 02:17:45 2003
From: dj.dule at planetsky.com (Dusan Djordjevic)
Date: Thu, 14 Aug 2003 09:17:45 +0300
Subject: [rt-users] Custom response to ticket
In-Reply-To: <006c01c3618f$9875f230$e101a8c0@OMNIBOOK>
References: <006c01c3618f$9875f230$e101a8c0@OMNIBOOK>
Message-ID: <200308140917.45118.dj.dule@planetsky.com>

Wednesday 13 August 2003 14:39, Ale? Su?nik:
>  What are the other scrips you have, specialy Global?

No, nothing except default ones.

---------------------------------------------
Eng. Dusan Djordjevic (RHCE)   PlanetSky Ltd.
Tel: +357 22454896    *    Fax: +357-22518022
http://www.planetsky.com  dusan at planetsky.com



From scott at xs4all.net  Thu Aug 14 04:21:28 2003
From: scott at xs4all.net (Scott A. McIntyre)
Date: Thu, 14 Aug 2003 10:21:28 +0200
Subject: [rt-users] (RT2) http and https on same server
Message-ID: <2147483647.1060856488@vla.gotsiedikkie.nl>

Hi,

On an RT2 box (remember that?) is there a way to have both a SSL and 
non-ssl version of RT running simultaneously?  The etc/config.pm includes 
the $WebBaseURL which I suspect will be overriding one or the other.

Anyone hacked this already?

Thanks,

Scott



From lists at konfido.de  Thu Aug 14 06:10:14 2003
From: lists at konfido.de (Matthias Juchem)
Date: Thu, 14 Aug 2003 12:10:14 +0200
Subject: [rt-users] TakeTicket not in manual
Message-ID: <200308141210.15522.lists@konfido.de>

Hi.

The right 'TakeTicket' is not described in the draft manual.

What's the difference between 'TakeTicket' and 'OwnTicket'?

Regards,
 Matthias



From tolyar at mx.ru  Thu Aug 14 07:16:45 2003
From: tolyar at mx.ru (Zherdev Anatoly)
Date: Thu, 14 Aug 2003 15:16:45 +0400
Subject: [rt-users] OnCorrespond question
Message-ID: <20030814151645.2d0a9956.tolyar@mx.ru>

Hello!

We use rt-3.0.5pre3.

When Watcher replies to a ticket, she does not receive her own reply. 
Is it possible to configure RT so that author of the reply also receives
the reply?

-- 
Zherdev Anatoly.


From jaq at spacepants.org  Thu Aug 14 04:34:49 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Thu, 14 Aug 2003 18:34:49 +1000
Subject: [rt-users] Confused with Apache 2.x and RT3
In-Reply-To: <339335385F9BD511B73600508BE789A001C12B34@ebimailsvr>
References: <339335385F9BD511B73600508BE789A001C12B34@ebimailsvr>
Message-ID: <20030814083449.GJ18154@spacepants.org>

This one time, at band camp, JChen at paymentone.com wrote:
>I finally satisfied all dependencies and have the Apache running.   My setting on my Red hat  9 box  is Apache 2.x with Fastcgi and I'm wondering if I  need mod_perl1 or 2 installed?   Secondly, I do not believe the draft manual I have downloaded from BestPractical applies to my scenario.   What should I change or add to get it to work?   Below is the example Best Practical gave.

If you've used my mod_fastcgi spec file (as I think you have) then you don't
need mod_perl at all.  FastCGI runs RT outside of the webserver, whereas
mod_perl runs RT inside the webserver.  They're just different ways of
connecting RT and Apache together.

I should put a copy of my RT virtualhost entry along with that spec file so
you can see how I've configured them; I'll try to do that first thing
tomorrow.

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


From ktirf at ringrows.ru  Thu Aug 14 08:01:26 2003
From: ktirf at ringrows.ru (Alexey Rusakov)
Date: Thu, 14 Aug 2003 16:01:26 +0400
Subject: [rt-users] OnCorrespond question
In-Reply-To: <20030814151645.2d0a9956.tolyar@mx.ru>
References: <20030814151645.2d0a9956.tolyar@mx.ru>
Message-ID: <20030814160126.4afda79d.ktirf@ringrows.ru>

Hello!

> When Watcher replies to a ticket, she does not receive her own reply. 
> Is it possible to configure RT so that author of the reply also receives
> the reply?
Take a look at NotifyActor setting in RT_Config.pm.

-- 
  Alexey Rusakov aka Ktirf
  RingRows OOO


From JoopvandeWege at mococo.nl  Thu Aug 14 08:00:33 2003
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Thu, 14 Aug 2003 14:00:33 +0200
Subject: [rt-users] Attachments truncation
In-Reply-To: <20030814062009.4371.65191.Mailman@pallas.eruditorum.org>
References: <20030814062009.4371.65191.Mailman@pallas.eruditorum.org>
Message-ID: <20030814135922.0B8E.JOOPVANDEWEGE@mococo.nl>

On Thu, 14 Aug 2003 02:20:09 -0400
rt-users-request at lists.fsck.com wrote:

> From: John Gedeon <jgedeon at qualcomm.com>
> Subject: Re: [rt-users] Attachments truncation
> Cc: rt-users at fsck.com
> 
> Our db (Oracle 8.1.7) type is CLOB i am pretty sure it can handle the large 
> files. But since you mention mod_perl I did have trouble installing 
> mod_perl. (mainly in getting it to talk to the apache server I installed) 
> Maybe that is the problem? (I am running rt's web interface via fastcgi. 
> but both uploading via web and attaching via email truncates it. Zipping it 
> doesn't help)
> 
> J
Lookup DBD::Oracle and search for truncate. You need to tell DBD::Oracle
that is should allow longer than 8K attachments.

-- 
Joop van de Wege <JoopvandeWege at mococo.nl>



From jaq at spacepants.org  Thu Aug 14 08:30:31 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Thu, 14 Aug 2003 22:30:31 +1000
Subject: [rt-users] (RT2) http and https on same server
In-Reply-To: <2147483647.1060856488@vla.gotsiedikkie.nl>
References: <2147483647.1060856488@vla.gotsiedikkie.nl>
Message-ID: <20030814123030.GK18154@spacepants.org>

This one time, at band camp, Scott A. McIntyre wrote:
>On an RT2 box (remember that?) is there a way to have both a SSL and 
>non-ssl version of RT running simultaneously?  The etc/config.pm includes 
>the $WebBaseURL which I suspect will be overriding one or the other.

Do you want different RTs running behind SSL and non-SSL, or the same RT?

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


From Vassilios.Ioannidis at isrec.unil.ch  Thu Aug 14 08:43:31 2003
From: Vassilios.Ioannidis at isrec.unil.ch (Vassilios Ioannidis)
Date: Thu, 14 Aug 2003 14:43:31 +0200
Subject: [rt-users] Ticket history sent by email
Message-ID: <E939B202-CE54-11D7-B2DD-000393CFE3B8@isrec.unil.ch>

Hello,


I am testing RT 3.0.4 and I would like to know if there is an easy way 
to have a ticket history sent by email when a ticket is resolved ?
(something like OnResolve Notify AdminCC, Template ("ticket history") 
or any other solution ?)

Thanks for helping,

Vassilios
--------------------------------------------------------------
Vassilios Ioannidis, PhD

Swiss Institute of Bioinformatics
CMU - 1, rue Michel Servet                 TEL. +41 22 379 5050
CH - 1211 Geneva 4                             FAX +41 22 379 5858
Switzerland                                             Email: 
Vassilios.Ioannidis at isb-sib.ch
http://www.expasy.org/                          http://www.isb-sib.ch
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From mm at elabnet.de  Thu Aug 14 10:31:33 2003
From: mm at elabnet.de (Michael Markstaller)
Date: Thu, 14 Aug 2003 16:31:33 +0200
Subject: [rt-users] Ticket history sent by email
Message-ID: <246BE4BBD2754248AD5C14E535004ABA2A3B9A@elab4.elabnet.com>

I searched for the same some weeks ago and had to build this together from several sniplets on the archive which either did only similar things or didn't work (doubled last reply on resolve ticket) so I'll post it completely.. the template below sends out only replys, no comments !

- create a Template with the following content (I've deleted out some of my specific text)

###########################
### cut end of template ###
###########################
Subject: Resolved: {$Ticket->Subject}

Dear customer,

your issue regarding

        "{$Ticket->Subject()}",

has been resolved in our ticket system. See below for history of this ticket.

If you have any further questions or concerns, please reply to this
message to reopen the ticket.

regards

{$Ticket->OwnerObj->RealName}
your-company-fooprint


----------------------------------------------------------------
   Your initial request was 
----------------------------------------------------------------

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

----------------------------------------------------------------
   Complete Ticket History
----------------------------------------------------------------

{
  my $resolved_transaction;
  my $resolved_message = "";
  my $last_content;
  my $Transactions = $Ticket->Transactions;
  $Transactions->OrderBy;
  $Transactions->GotoFirstItem;
  while (my $Transaction = $Transactions->Next) {
    if ($Transaction->Type eq 'Correspond') {
      $resolved_transaction = $Transaction;
       } elsif (!$Transactions->IsLast) {      
      $resolved_transaction = undef;
       }

  if ($resolved_transaction) {
    
    my $attachments = $resolved_transaction->Attachments;
    $attachments->GotoFirstItem;

    while (my $message = $attachments->Next) {
      next unless $message->ContentType =~
               m!^(text/plain|message|text$)!i;

      my $content = $message->Content;
      if ($last_content eq $content) {
               $content = undef; }
      next unless length $content;
      $last_content = $content;

      my $subject = ($message->Subject || $Ticket->Subject);

      my $wrapper = Text::Wrapper->new(columns=>70);
      $content = $wrapper->wrap($content);

      $resolved_message .= "Subject: ";
      $resolved_message .= $subject;
      $resolved_message .= "\n";
      $resolved_message .= "From: ";
      $resolved_message .= $message->CreatorObj->RealName ." (".$rtname.")";
      $resolved_message .= "\n";
      $resolved_message .= "Time: ";
      $resolved_message .= $message->CreatedObj->AsString;
      $resolved_message .= "\n";
      $resolved_message .= "\n";
      $resolved_message .= "$content\n";
      $resolved_message .= "------------------------------------------------\n";
    }
  }
}
  $resolved_message;
}

-------------------------------------------------------------------------
Common Information
-------------------------------------------------------------------------

There is no need to reply to this message unless you want to RE-OPEN your 
ticket with ID [{$rtname} #{$Ticket->id()}]. 

If you want to simply add a COMMENT to this ticket whithout re-opening the ticket, click below:
mailto:rt-comment at yourdomain.com?subject=[{$rtname}%20#{$Ticket->id()}]&body=%20


Please note:
- ALWAYS include the string [{$rtname} #{$Ticket->id}] in the subject line of all future correspondence about this issue.
- Do NOT attach or include the content of previous emails already sent to you by rt.


###########################
### cut end of template ###
###########################

- create a Scrip on the Queue or globally: 
Condition: On resolve
Action: Notify Requestors and CCs <or whatever you want>
Template: <The above template>


works for me, one remaining problem is that when I do a reply and set the ticket to "resolved" the user gets two mails, one reply and the the "resolved" message.
as the status "resolved" is set after the reply-template is processed I've seen no easy way to prevent this..


regards

Michael

-----Original Message-----
From: Vassilios Ioannidis [mailto:Vassilios.Ioannidis at isrec.unil.ch]
Sent: Thursday, August 14, 2003 2:44 PM
To: rt-users at lists.fsck.com
Cc: Vassilios Ioannidis
Subject: [rt-users] Ticket history sent by email


Hello,


I am testing RT 3.0.4 and I would like to know if there is an easy way
to have a ticket history sent by email when a ticket is resolved ?
(something like OnResolve Notify AdminCC, Template ("ticket history")
or any other solution ?)

Thanks for helping,

Vassilios
--------------------------------------------------------------
Vassilios Ioannidis, PhD


From iqbala at qwestip.net  Thu Aug 14 10:40:20 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Thu, 14 Aug 2003 10:40:20 -0400 (EDT)
Subject: [rt-users] Auto take CC from email to Ticket
In-Reply-To: <3F379D8F.3030402@intransa.com>
Message-ID: <Pine.GSO.4.30L2.0308141039440.19336-100000@qmail>

On Mon, 11 Aug 2003, Sean Perry wrote:

> Asif Iqbal wrote:
>
> > Hi All
> >
> > If a requestor sends an email with cc header, is there a way that can
> > automatically be added as CC or Admin CC into the ticket ?
> >
> > In other words it would be nice if it works like email. When someone sends an
> > email you can use reply-all and that automatically adds the cc
> >
> > Currently we manually add the email addresses from the cc header to the CC of a
> > ticket.
> >
>
> There is a variable in the RT config:
>
> # If $ParseNewMessageForTicketCcs is true, RT will attempt to divine
> # Ticket 'Cc' watchers from the To and Cc lines of incoming messages
> # Be forewarned that if you have _any_ addresses which forward mail to
> # RT automatically and you enable this option without modifying
> # "RTAddressRegexp" below, you will get yourself into a heap of trouble.
>
> Set($ParseNewMessageForTicketCcs , 1);

Is there a way to setup this for a specific queue ?

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

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From scott at xs4all.net  Thu Aug 14 10:50:44 2003
From: scott at xs4all.net (Scott A. McIntyre)
Date: Thu, 14 Aug 2003 16:50:44 +0200
Subject: [rt-users] (RT2) http and https on same server
In-Reply-To: <20030814123030.GK18154@spacepants.org>
References: <2147483647.1060856488@vla.gotsiedikkie.nl>
 <20030814123030.GK18154@spacepants.org>
Message-ID: <2147483647.1060879844@vla.gotsiedikkie.nl>


--On Thursday, August 14, 2003 22:30 +1000 Jamie Wilkinson 
<jaq at spacepants.org> wrote:

> This one time, at band camp, Scott A. McIntyre wrote:
>> On an RT2 box (remember that?) is there a way to have both a SSL and
>> non-ssl version of RT running simultaneously?  The etc/config.pm
>> includes  the $WebBaseURL which I suspect will be overriding one or the
>> other.
>
> Do you want different RTs running behind SSL and non-SSL, or the same RT?

Same RT -- sorry about not being clear on that.  The situation I'm trying 
to discover is if there is a useful performance gain to RT2 by having 
non-ssl sessions for a range of systems within a "trusted" network (more 
physically trusted).

We're not ready to migrate to RT3, but it looks like many of the blocking 
factors for us are nearly removed on that, but we expect to use RT2 for a 
few more months at least; so having a bit more speed increase would help.

(The system is a 4Gig of ram, quad xeon, with 100k tickets, MySQL/Innodb, 
and all the optimisation that could be figured out on exchanges on the 
rt-users/rt-devel lists -- people still complain if a query/search takes 
longer than two or three seconds to display the result on their 
workstation).

Scott



From alesh at sportina.si  Thu Aug 14 11:02:05 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Thu, 14 Aug 2003 17:02:05 +0200
Subject: [rt-users] (RT2) http and https on same server
In-Reply-To: <2147483647.1060879844@vla.gotsiedikkie.nl>
Message-ID: <008701c36275$09d67090$e101a8c0@OMNIBOOK>

Scott,

I've managed to gain same speed on RT3, like I had it on RT2, with same
hardware (p3 450, 320 mb of ram, mysql 4), tho I admit we have alot less
tickets (read 4200), but the hardware on which we're running it is like
heaven that it runs so fast. Ow, only 3 users using it.

Hope this helps in any way.

Regards,
A.

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Scott A. McIntyre
Sent: Thursday, August 14, 2003 4:51 PM
To: Jamie Wilkinson; rt-users at lists.fsck.com
Subject: Re: [rt-users] (RT2) http and https on same server




--On Thursday, August 14, 2003 22:30 +1000 Jamie Wilkinson 
<jaq at spacepants.org> wrote:

> This one time, at band camp, Scott A. McIntyre wrote:
>> On an RT2 box (remember that?) is there a way to have both a SSL and
>> non-ssl version of RT running simultaneously?  The etc/config.pm
>> includes  the $WebBaseURL which I suspect will be overriding one or the
>> other.
>
> Do you want different RTs running behind SSL and non-SSL, or the same RT?

Same RT -- sorry about not being clear on that.  The situation I'm trying 
to discover is if there is a useful performance gain to RT2 by having 
non-ssl sessions for a range of systems within a "trusted" network (more 
physically trusted).

We're not ready to migrate to RT3, but it looks like many of the blocking 
factors for us are nearly removed on that, but we expect to use RT2 for a 
few more months at least; so having a bit more speed increase would help.

(The system is a 4Gig of ram, quad xeon, with 100k tickets, MySQL/Innodb, 
and all the optimisation that could be figured out on exchanges on the 
rt-users/rt-devel lists -- people still complain if a query/search takes 
longer than two or three seconds to display the result on their 
workstation).

Scott

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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  Thu Aug 14 11:37:29 2003
From: mick at onramp.ca (Mick Szucs)
Date: Thu, 14 Aug 2003 11:37:29 -0400
Subject: [rt-users] Bug reporting?
Message-ID: <1060875449.5014.59.camel@hal9000.internal.onramp.ca>

How do you file bug reports for this software, anyhow?  The "bug
reporting" link from Best Practical's website just shows me a list of
(presumably) open bugs.

Quick summary to see if anyone else has run into this.

I've got a spam message (saved if anyone is interested) that has nothing
but <<< No Message Collected >>> in the body that was generating this
error report trying to get through the mailgate:

---
RT server error. The RT server which handled your email did not behave as expected. It said: 

System error

error: 
Can't call method "as_string" on an undefined value at /opt/rt3/lib/RT/Attachment_Overlay.pm line 163.

163: my $Body = $Attachment->bodyhandle->as_string;
---

(I've got the whole report saved, too.)

Irritating thing was that it ended up in a deferred delivery loop, and
every attempt that was made to deliver resulted in my Ticket ID index
being incremented, but the tickets not being available for viewing.

[crit]: Transaction not committed. Usually indicates a software fault.
Data loss may have occurred (/opt/rt3/bin/webmux.pl:131)

was logged every time the message broken message failed to deliver.  The
result of all this is that my ticket #s are weirdly ordered now, with
lots of tickets that can not be opened filling in various gaps.

Thanks!
-- 
Mick Szucs <mick at onramp.ca>
Onramp Network Services Inc.



From mick at onramp.ca  Thu Aug 14 11:47:40 2003
From: mick at onramp.ca (Mick Szucs)
Date: Thu, 14 Aug 2003 11:47:40 -0400
Subject: [rt-users] Bug reporting?
In-Reply-To: <1060875449.5014.59.camel@hal9000.internal.onramp.ca>
References: <1060875449.5014.59.camel@hal9000.internal.onramp.ca>
Message-ID: <1060876060.5015.65.camel@hal9000.internal.onramp.ca>

On Thu, 2003-08-14 at 11:37, Mick Szucs wrote:
> How do you file bug reports for this software, anyhow?  The "bug
> reporting" link from Best Practical's website just shows me a list of
> (presumably) open bugs.

Should have mentioned:

RT3.0.4
Redhat 9
mod_perl 1.99_09

Thanks,
-- 
Mick Szucs <mick at onramp.ca>
Onramp Network Services Inc.



From jgedeon at qualcomm.com  Thu Aug 14 12:26:03 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Thu, 14 Aug 2003 09:26:03 -0700
Subject: [rt-users] Attachments truncation
In-Reply-To: <20030814135922.0B8E.JOOPVANDEWEGE@mococo.nl>
References: <20030814062009.4371.65191.Mailman@pallas.eruditorum.org>
 <20030814062009.4371.65191.Mailman@pallas.eruditorum.org>
Message-ID: <5.1.0.14.2.20030814092406.03babca8@unixmail.qualcomm.com>

Thanks for the tip That did it.
  I found that in Searchbuilder/Handle/Oracle.pm LongTruncOk was set to 1 
and LongReadLen was set to 8k

John
At 05:00 AM 8/14/2003, Joop van de Wege wrote:

>On Thu, 14 Aug 2003 02:20:09 -0400
>rt-users-request at lists.fsck.com wrote:
>
> > From: John Gedeon <jgedeon at qualcomm.com>
> > Subject: Re: [rt-users] Attachments truncation
> > Cc: rt-users at fsck.com
> >
> > Our db (Oracle 8.1.7) type is CLOB i am pretty sure it can handle the 
> large
> > files. But since you mention mod_perl I did have trouble installing
> > mod_perl. (mainly in getting it to talk to the apache server I installed)
> > Maybe that is the problem? (I am running rt's web interface via fastcgi.
> > but both uploading via web and attaching via email truncates it. 
> Zipping it
> > doesn't help)
> >
> > J
>Lookup DBD::Oracle and search for truncate. You need to tell DBD::Oracle
>that is should allow longer than 8K attachments.
>
>--
>Joop van de Wege <JoopvandeWege at mococo.nl>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.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 freebsd at coal.sentex.ca  Thu Aug 14 12:44:50 2003
From: freebsd at coal.sentex.ca (freebsd at coal.sentex.ca)
Date: Thu, 14 Aug 2003 12:44:50 -0400
Subject: [rt-users] (RT2) http and https on same server
In-Reply-To: <mailman.1060849563.67859.rt-users-l@lists.sentex.ca>
References: <mailman.1060849563.67859.rt-users-l@lists.sentex.ca>
Message-ID: <20030814164449.GP3043@sentex.net>

Thus spake Scott A. McIntyre (scott at xs4all.net) [14/08/03 04:21]:
> On an RT2 box (remember that?) is there a way to have both a SSL and 
> non-ssl version of RT running simultaneously?  The etc/config.pm includes 
> the $WebBaseURL which I suspect will be overriding one or the other.
> 
> Anyone hacked this already?

I played with this a bit, and the only thing it seemed to affect is the URLs
sent out via Scrips, and the location of the image.  It didn't seem to hurt
any by leaving the $WebBaseURL as http://, and just using https:// manually.


From dydykms at usadatanet.net  Thu Aug 14 13:30:39 2003
From: dydykms at usadatanet.net (Mike Dydyk)
Date: Thu, 14 Aug 2003 13:30:39 -0400
Subject: [rt-users] Large # of tickets - internal server error?
Message-ID: <NEBBIIHICLNLJLLAIEIECEDDCAAA.dydykms@usadatanet.net>

I was just wondering if someone could point me in the right direction of
where to look with this issue.  I am running a p3-700, 1 gig of ram, FreeBSD
4.8, Apache 1.3.28+mod_ssl (from ports, also not using ssl for RT3 at this
time), mod perl 1.28 (ports), perl 5.8.0 (ports), fastcgi 2.4.0 (ports), RT
3.0.4 from ports, but recently upgraded to 3.0.5pre3.  Oh, and it's MySQL
4.0.14 also from the ports, running my-large.cnf defaults.  Ok so what
happens is, I accumulated about 1200 tickets in an abuse queue from my
abuse@ email and when I go in to view them and select 50 at a time to do a
bulk delete it sits there for a while and then comes up with an internal
server error message from apache.  I watch top and perl is using about 80%
cpu, mysqld will be at about 2% which sounds fine to me.

So, my question comes down to, why is perl using up so much CPU?  I thought
using fastcgi would avoid mod_perl, so what exactly is using perl (fastcgi
itself?).  I am far from an expert on perl, so that's probably part of the
problem.  My mod_perl, from the ports collection, is built as a module.  So
I know mod_perl won't work properly with RT, but I went with fastcgi to
avoid that problem..shouldn't I be ok?  I hope I have provided enough
details, if you need anything else let me know via the list or a private
email and I'll get back to you ASAP.  Thanks.
-Mike



From jesse at bestpractical.com  Thu Aug 14 14:08:55 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 14 Aug 2003 14:08:55 -0400
Subject: [rt-users] Bug reporting?
In-Reply-To: <1060875449.5014.59.camel@hal9000.internal.onramp.ca>
References: <1060875449.5014.59.camel@hal9000.internal.onramp.ca>
Message-ID: <20030814180855.GT10198@fsck.com>



On Thu, Aug 14, 2003 at 11:37:29AM -0400, Mick Szucs wrote:
> How do you file bug reports for this software, anyhow?  The "bug
> reporting" link from Best Practical's website just shows me a list of
> (presumably) open bugs.


The section "BUGS" in the readme tells you what to do.



> Quick summary to see if anyone else has run into this.
> 
> I've got a spam message (saved if anyone is interested) that has nothing
> but <<< No Message Collected >>> in the body that was generating this
> error report trying to get through the mailgate:

Can you send us the original spam? (Send it directly to me or gzip it as
an attachment when sending to rt-bugs). Without the test-case, we can't
do much. It sounds like the spam is mal-formed in a way that's causing
the MIME parser to die.

	Jesse


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


From ah3 at mlz.us  Thu Aug 14 14:47:42 2003
From: ah3 at mlz.us (Andy Harrison)
Date: Thu, 14 Aug 2003 14:47:42 -0400 (EDT)
Subject: [rt-users] external authorization
Message-ID: <XFMail.20030814144742.ah3@mlz.us>

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

Having a really weird problem I can't figure out.  I'm using external
authorization and it's letting me past the web server login prompt, but stops
at the rt web login window, although the rt web login window has no fields in
which to type userid and password, the gray part of the table is simply blank,
execept for the copyright footer.

(originally I did all my changes in RT_SiteConfig.pm only)
 # grep '^[^#]' RT_Config.pm 
package RT;
=head1 NAME
RT::Config
=for testing
use RT::Config;
=cut
Set($rtname , "gwi.net");
Set($Organization , "gwi.net");
Set($MinimumPasswordLength , "8");
Set($Timezone , 'US/Eastern');
Set($DatabaseType , 'Pg');
Set($DatabaseHost   , 'localhost');
Set($DatabaseRTHost , 'localhost');
Set($DatabasePort , '');
Set($DatabaseUser , 'rt3');
Set($DatabasePassword , 'xxxxxxxx');
Set($DatabaseName , 'rt3');
Set($DatabaseRequireSSL , undef);
Set($OwnerEmail , 'root');
Set($LoopsToRTOwner , 1);
Set($StoreLoops , undef);
Set($MaxAttachmentSize , 10000000);
Set($TruncateLongAttachments , undef);
Set($DropLongAttachments , undef);
Set($ParseNewMessageForTicketCcs , undef);
Set($RTAddressRegexp , '^rt\@gwi.net$');
Set($CanonicalizeEmailAddressMatch   , 'rt.gwi.net$');
Set($CanonicalizeEmailAddressReplace , 'gwi.net');
Set($SenderMustExistInExternalDatabase , undef);
Set($CorrespondAddress , 'xxxxxxxsnipxxxxxx');
Set($CommentAddress , 'xxxxxxxsnipxxxxxxx');
Set($MailCommand , 'sendmailpipe');
Set($SendmailArguments , "-oi -t");
Set($SendmailPath , "/usr/sbin/sendmail");
Set($UseFriendlyFromLine , 1);
Set($FriendlyFromLineFormat , "\"%s via RT\" <%s>");
Set($UseFriendlyToLine , 0);
Set($FriendlyToLineFormat, "\"%s of $RT::rtname Ticket #%s\":;");
Set($NotifyActor, 0);
Set($LogToSyslog    , 'debug');
Set($LogToScreen    , 'error');
Set($LogToFile      , 1);
Set($LogDir, '/usr/local/rt3/var/log');
Set($LogToFileNamed , "rt.log");    #log to rt.log
Set($WebPath , "");
Set($WebBaseURL , "https://bedlam.gwi");
Set($WebURL , $WebBaseURL . $WebPath . "/");
Set($WebImagesURL , $WebURL . "NoAuth/images/");
Set($LogoURL , $WebImagesURL . "rt.jpg");
Set($TrustHTMLAttachments , undef);
Set($WebExternalAuth , 1);
Set($WebFallbackToInternalAuth , undef);
Set($WebExternalGecos , undef);
Set($WebExternalAuto , undef);
@LexiconLanguages = qw(*) unless (@LexiconLanguages);
@EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless
(@EmailInputEncodings);
Set($EmailOutputEncoding , 'utf-8');
Set($DateDayBeforeMonth , 1);
Set($AmbiguousDayInPast , 1);
1;



# cat RT_SiteConfig.pm 
Set($rtname , "gwi.net");
Set($Organization , "gwi.net");
Set($MinimumPasswordLength , "8");
Set($OwnerEmail , 'ajharrison at gwi.net');
Set($RTAddressRegexp , '^rt3\@gwi.net$');
Set($CanonicalizeEmailAddressMatch   , 'webrt.gwi.net');
Set($CanonicalizeEmailAddressReplace , 'gwi.net');
Set($CorrespondAddress , 'gwi-network at gwi.net');
Set($CommentAddress , 'gwi-network at gwi.net');
Set($LogToSyslog    , 'debug');
Set($LogToScreen    , 'error');
Set($LogToFile      , 1);
Set($LogDir, '/usr/local/rt3/var/log');
Set($LogToFileNamed , "rt.log");    #log to rt.log
Set($WebBaseURL , "https://bedlam.gwi");
Set($WebExternalAuth , "true");
Set($WebFallbackToInternalAuth , undef);
1;


httpd.conf section:
#WEBRT PUBLIC VWS##
<VirtualHost 192.168.1.243:80>
        ServerAdmin xxxxxxsnipxxxxxx
        ServerName bedlam.gwi
        DocumentRoot /usr/local/rt3/share/html
        ErrorLog /var/log/httpd/bedlam.gwi_error_log              
        TransferLog /var/log/httpd/bedlam.gwi_access_log 
        <Directory />
                RedirectMatch permanent /(.*) https://bedlam.gwi/$1
        </Directory>
</VirtualHost>

<VirtualHost 192.168.1.243:443>
    <IfDefine SSL>
        SSLEngine on

        SSLCertificateFile /usr/local/etc/apache/ssl.crt/bedlam.gwi.crt
        SSLCertificateKeyFile /usr/local/etc/apache/ssl.key/bedlam.gwi.key

        SetEnvIf User-Agent ".*MSIE.*" nokeepalive ssl-unclean-shutdown

        <Files ~ "\.(cgi|shtml|phtml|php3?)$">
            SSLOptions +StdEnvVars
        </Files>
    </IfDefine>

    ServerName bedlam.gwi
    DocumentRoot /usr/local/rt3/share/html
    ErrorLog /var/log/httpd/bedlam.gwi_error_log              
    TransferLog /var/log/httpd/bedlam.gwi_access_log 
    AddDefaultCharset UTF-8
    AddRadiusAuth radius1.gwi:1812 xxxxxxsnipxxxxxxx

    PerlModule Apache::DBI
    PerlRequire /usr/local/rt3/bin/webmux.pl

    <Location />
        SetHandler perl-script
        PerlHandler RT::Mason
    </Location>

    <Directory /usr/local/rt3/share/html/>
        AuthRadiusAuthoritative on
        AuthRadiusCookieValid 480
        AuthName "WebRT"
        AuthType Basic

        AuthGroupFile /usr/local/etc/apache/auth/calltrak.group
        #AuthUserFile  /usr/local/etc/apache/auth/calltrak.auth

        require group tech
        Options FollowSymLinks +Includes ExecCGI MultiViews
        AllowOverride AuthConfig Limit
    </Directory>
</VirtualHost>


I look for errors logged in the apache logs, messages log, and rt.log and there
are none.  And I quadruple checked that my login name appears in the
calltrack.group file and matches the what I'm typing in when I authenticate. 

Any clues?



~~ 
Andy Harrison
(full headers for details)


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Version: PGP 6.5.8

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FvO15gqLtGNizrLljAGbWh1Z771HRIwFTjumgFc6n0xoVUe8sm+6aGdXr4Qt6jak
jXdwkSlXcpKsvQdAtLDbbzxmJMM8uMaFwl+SbZdBPG6CV3gwXF4t5pwWINXr11rh
mWHVJqOAf50=
=XBdA
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From amelton at gservices-us.com  Thu Aug 14 16:27:22 2003
From: amelton at gservices-us.com (amelton at gservices-us.com)
Date: Thu, 14 Aug 2003 13:27:22 -0700 (PDT)
Subject: [rt-users] Storable.xs RH9
Message-ID: <33363.67.104.14.46.1060892842@sun-qmail03.laserlink.net>

I have looked on the mailing list archives and found a few threads from
July regarding the Storable.xs error with RH9 when clicking on the queue
name or searching with 2 or more criteria.

I am having the same problem, but I never saw a resolution.  Last thing I
saw was a suggestion to recompile perl without multithreading and
installing the latest versions of Encode and Storable.  However, replies
to this end seem to indicate that this is not the solution.

Can someone direct me to the solution if it has been identified yet?

Thanks.




From ah3 at mlz.us  Thu Aug 14 17:08:49 2003
From: ah3 at mlz.us (Andy Harrison)
Date: Thu, 14 Aug 2003 17:08:49 -0400 (EDT)
Subject: [rt-users] external authorization
In-Reply-To: <XFMail.20030814144742.ah3@mlz.us>
Message-ID: <XFMail.20030814170849.ah3@mlz.us>

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

Nevermind... All set.  Helps if I remember to import the dump FIRST.  doh!



~~ 
Andy Harrison
(full headers for details)


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Version: PGP 6.5.8

iQCVAwUBPzv6YFPEkLgodAWVAQHx9AP+OLXIdr0uFkNu4LEvc6odsPlshTE12NUH
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lDTTy+RsIxbmurLdeO7MJ1a7/RMooKOuucfMSXBuNV8N92eiDWUPQE24f4W3wMyu
fXZcA8FJcQ8=
=upmQ
-----END PGP SIGNATURE-----


From scott at cae.com  Thu Aug 14 17:17:40 2003
From: scott at cae.com (Scott Hebert)
Date: Thu, 14 Aug 2003 17:17:40 -0400
Subject: [rt-users] Generating a Report based on a Custom Field
Message-ID: <69F1436AA435D7118EE1009027B0FF3A862AD4@caemsx02.cae.ca>

Hi,

Management would like the ability to generate reports based on custom
fields.

Example:

A queue has a custom field can TicketType which can have the possible values
of Bug, Suggestion, Question ....

I need to create a report showing the distribution of these Ticket Types in
a Queue.

Has anyone attempted such a thing. If so, can you point in the right
direction?

Thanks,

SH

Scott Hebert
Group Leader - Engineering Support Group
Military Simulation and Training
CAE Inc.






From Michael.Liebman at mtvstaff.com  Thu Aug 14 17:32:48 2003
From: Michael.Liebman at mtvstaff.com (Liebman, Michael)
Date: Thu, 14 Aug 2003 17:32:48 -0400
Subject: [rt-users] Generating a Report based on a Custom Field
Message-ID: <F5A19CDCBA60D31199E7009027AA458001E640EC@mtv_noc.viacom.com>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20030814/f076bb2b/attachment.htm>

From rmillisl at gdcanada.com  Thu Aug 14 18:06:13 2003
From: rmillisl at gdcanada.com (Randy Millis)
Date: Thu, 14 Aug 2003 16:06:13 -0600
Subject: [rt-users] RT3 Odd number of elements in hash assignment at ...
Message-ID: <004b01c362b0$46c41e90$789ccfa0@gdcan.com>

Getting the following error trying to configure Apache with RT On start):

-cut-
Odd number of elements in hash assignment at
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 154.
[Thu Aug 14 15:52:43 2003] [error] unknown field mod_perl must be compiled
with PERL_METHOD_HANDLERS=1 (or EVERYTHING=1) to use  passed to constructor
for class HTML::Mason::ExceptionCompilation 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 5) line 1.

Syntax error on line 989 of /usr/local/apache/conf/httpd.conf:
unknown field mod_perl must be compiled with PERL_METHOD_HANDLERS=1 (or
EVERYTHING=1) to use  passed to constructor for class
HTML::Mason::ExceptionCompilation 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 5) line 1.

/usr/local/apache/bin/apachectl start: httpd could not be started
-cut-

DETAILS

- OS/Host: SunOS 5.9 Generic_112233-05 sun4u sparc SUNW,Sun-Blade-100
- mod_perl-1.28
- MySQL Server version          4.0.13
- Perl, v5.8.0 built for sun4-solaris

APACHE INFO

-  Apache Server version: Apache/1.3.27 (Unix), Server built:   Aug 14 2003
01:37:13
-  /usr/local/apache/bin/httpd -l
Compiled-in modules:
  http_core.c
  mod_env.c
  mod_log_config.c
  mod_mime.c
  mod_negotiation.c
  mod_status.c
  mod_include.c
  mod_autoindex.c
  mod_dir.c
  mod_cgi.c
  mod_asis.c
  mod_imap.c
  mod_actions.c
  mod_userdir.c
  mod_alias.c
  mod_access.c
  mod_auth.c
  mod_setenvif.c
  mod_perl.c
suexec: disabled; invalid wrapper /usr/local/apache/bin/suexec

CONFIG FILE SECTION FOR RT

<VirtualHost [xx.xx.xx.xx] >
    ServerName [real fqdn]
    DocumentRoot /opt/rt3/share/html
    AddDefaultCharset UTF-8
    PerlModule Apache::DBI
    PerlRequire /opt/rt3/bin/webmux.pl
<Location>
        SetHandler perl-script
        PerlHandler RT::Mason
</Location>
</VirtualHost>


Any help would be great.:-)





From dan.anderson at kincaidtech.com  Thu Aug 14 19:03:18 2003
From: dan.anderson at kincaidtech.com (Dan Anderson)
Date: Thu, 14 Aug 2003 17:03:18 -0600
Subject: [rt-users] Postgres to MySQL
Message-ID: <48D5DF5BCD9ED51182D4009027B6F8F136A378@cypress.kincaidtech.com>

I think I am trying to do too many things at the same time.  I have an
existing rt2 instance on Postgres on one server, and I am attempting to move
it to another server running a clean install of rt3 on MySQL.  I was able to
use the rt2-rt3 tool to export the tickets and info, but I am getting this
error on import:

Importing users
u.u.u.u.u.u.u.u.u.u.u.u.u.uuu.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.
u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.
Importing groups
ggrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrqqqqqqqqqqImporting tickets...t-1000
Byte order is not compatible at ../../lib/Storable.pm (autosplit into
../../lib/auto/Storable/_retrieve.al) line 323, at ./dumpfile-to-rt-3.0 line
489
[Thu Aug 14 23:05:53 2003] [crit]: Ticket files could not be loaded at (eval
1657) line 1.
 (/usr/local/rt3/lib/RT.pm:242)



I am by no means a Perl guru, so any help would be appreciated.  Thanks!


Dan



From jesse at bestpractical.com  Thu Aug 14 19:07:24 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 14 Aug 2003 19:07:24 -0400
Subject: [rt-users] Postgres to MySQL
In-Reply-To: <48D5DF5BCD9ED51182D4009027B6F8F136A378@cypress.kincaidtech.com>
References: <48D5DF5BCD9ED51182D4009027B6F8F136A378@cypress.kincaidtech.com>
Message-ID: <20030814230724.GZ10198@fsck.com>

I've got a tool to do a postgres to mysql migration on rt3. I'll mail it
out after dinner.
	-j


On Thu, Aug 14, 2003 at 05:03:18PM -0600, Dan Anderson wrote:
> I think I am trying to do too many things at the same time.  I have an
> existing rt2 instance on Postgres on one server, and I am attempting to move
> it to another server running a clean install of rt3 on MySQL.  I was able to
> use the rt2-rt3 tool to export the tickets and info, but I am getting this
> error on import:
> 
> Importing users
> u.u.u.u.u.u.u.u.u.u.u.u.u.uuu.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.
> u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.
> Importing groups
> ggrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrqqqqqqqqqqImporting tickets...t-1000
> Byte order is not compatible at ../../lib/Storable.pm (autosplit into
> ../../lib/auto/Storable/_retrieve.al) line 323, at ./dumpfile-to-rt-3.0 line
> 489
> [Thu Aug 14 23:05:53 2003] [crit]: Ticket files could not be loaded at (eval
> 1657) line 1.
>  (/usr/local/rt3/lib/RT.pm:242)
> 
> 
> 
> I am by no means a Perl guru, so any help would be appreciated.  Thanks!
> 
> 
> Dan
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

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


From jaq at spacepants.org  Thu Aug 14 21:53:59 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Fri, 15 Aug 2003 11:53:59 +1000
Subject: [rt-users] Confused with Apache 2.x and RT3
In-Reply-To: <20030814083449.GJ18154@spacepants.org>
References: <339335385F9BD511B73600508BE789A001C12B34@ebimailsvr> <20030814083449.GJ18154@spacepants.org>
Message-ID: <20030815015359.GQ18154@spacepants.org>

This one time, at band camp, Jamie Wilkinson wrote:
>I should put a copy of my RT virtualhost entry along with that spec file so
>you can see how I've configured them; I'll try to do that first thing
>tomorrow.

See http://anchor.net.au/~jaq/rt/ for the apache virtualhost entry that goes
with my RT installation.

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


From jaq at spacepants.org  Thu Aug 14 20:22:39 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Fri, 15 Aug 2003 10:22:39 +1000
Subject: [rt-users] (RT2) http and https on same server
In-Reply-To: <2147483647.1060879844@vla.gotsiedikkie.nl>
References: <2147483647.1060856488@vla.gotsiedikkie.nl> <20030814123030.GK18154@spacepants.org> <2147483647.1060879844@vla.gotsiedikkie.nl>
Message-ID: <20030815002239.GP18154@spacepants.org>

This one time, at band camp, Scott A. McIntyre wrote:
>--On Thursday, August 14, 2003 22:30 +1000 Jamie Wilkinson 
><jaq at spacepants.org> wrote:
>
>>This one time, at band camp, Scott A. McIntyre wrote:
>>>On an RT2 box (remember that?) is there a way to have both a SSL and
>>>non-ssl version of RT running simultaneously?  The etc/config.pm
>>>includes  the $WebBaseURL which I suspect will be overriding one or the
>>>other.
>>
>>Do you want different RTs running behind SSL and non-SSL, or the same RT?
>
>Same RT -- sorry about not being clear on that.  The situation I'm trying 
>to discover is if there is a useful performance gain to RT2 by having 
>non-ssl sessions for a range of systems within a "trusted" network (more 
>physically trusted).

Well, I run RT behind SSL and have my non-SSL server on the same ip do a
redirect to the SSL version.

Unfortunately it's not going to be easy to do some performance testing
given that RT only has one WebBaseURL that it prefers.  I'd suggest running
an SSL version for a while and then non-SSL and comparing the results.

I haven't noticed any significant speed difference between the two though.
The majority of our https traffic to RT is on an internal network as well,
but I wouldn't disable it for performance reasons just because the internal
network is more "trusted" than the outside world.  Multiple levels of
security are always a good thing.

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


From rspier at pobox.com  Thu Aug 14 23:09:37 2003
From: rspier at pobox.com (Robert Spier)
Date: Thu, 14 Aug 2003 20:09:37 -0700
Subject: [rt-users] Large # of tickets - internal server error?
In-Reply-To: <NEBBIIHICLNLJLLAIEIECEDDCAAA.dydykms@usadatanet.net>
References: <NEBBIIHICLNLJLLAIEIECEDDCAAA.dydykms@usadatanet.net>
Message-ID: <m3vfszpqfi.wl_rspier@pobox.com>

> So, my question comes down to, why is perl using up so much CPU?  I thought
> using fastcgi would avoid mod_perl, so what exactly is using perl (fastcgi
> itself?).  I am far from an expert on perl, so that's probably part
> of the

Yes.  FastCGI is running perl.  Perl is REQUIRED for RT.

> problem.  My mod_perl, from the ports collection, is built as a module.  So
> I know mod_perl won't work properly with RT, but I went with fastcgi
> to

mod_perl likely _will_ work fine these days as a module.  Generally,
its safe to use.  If you get odd segfaults, stop using it.



From rbellamy at pteradigm.com  Fri Aug 15 02:26:39 2003
From: rbellamy at pteradigm.com (G. Richard Bellamy)
Date: Thu, 14 Aug 2003 23:26:39 -0700
Subject: [rt-users] Bogus Autocreated watcher
Message-ID: <0FC82FC6709BE34CB9118EE0E252FD23111649@ehost007.intermedia.net>

I haven't worked with RT since RT1, and I gotta say that this is a major
improvement. Bravo.

When an email is processed from a never-before-seen address, the ticket
that is created includes a watcher whose User comment is "Autocreated
when added as a watcher". This watcher has as it's username and email
address the top- and mid-level domain of the RT site, i.e. my server
runs on support.domain.com, and the watcher is set to Username:
domain.org & Email: domain.org. Thereafter, for that ticket, you see the
following bounced mail:

=======================================================
Envelope-to: www-data at domain.org
X-Failed-Recipients: domain.org at domain.org
From: Mail Delivery System <Mailer-Daemon at domain.org>
To: www-data at domain.org
Subject: Mail delivery failed: returning message to sender

This message was created automatically by mail delivery software (Exim).

A message that you sent could not be delivered to one or more of its
recipients. This is a permanent error. The following address(es) failed:

  domain.org at domain.org
    unknown local-part "domain.org" in domain "domain.org"

------ This is a copy of the message, including all the headers. ------

Return-path: <www-data at domain.org>
Received: from www-data by support.domain.org with local (Exim 3.35 #1
(Debian))
        id 19nWiu-0000hA-00; Thu, 14 Aug 2003 22:02:00 -0700
Subject: [domain.org #1] Test1
From: "G. Richard Bellamy via RT" <support at domain.org>
Reply-To: support at domain.org
In-Reply-To: <rt-1 at domain.org>
Message-ID: <rt-3.0.4-1-2.15.4909207588307 at domain.org>
Precedence: bulk
X-RT-Loop-Prevention: domain.org
RT-Ticket: domain.org #1
Managed-by: RT 3.0.4 (http://www.bestpractical.com/rt/)
RT-Originator: rbellamy at foo.com
To: tranistive at bar.net
Cc: domain.org at domain.org
MIME-Version: 1.0
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8
Date: Thu, 14 Aug 2003 22:02:00 -0700
=======================================================

As you can see, the Watcher's email is mangled. The watcher did not
exist prior to the first email from first unknown user, and seems to be
the only one created, as subsequent emails from unknown users set the
same watcher.

Currently, my workaround is to delete the watcher from the ticket - this
could get expensive in time. I'm no Perl hack, so am reluctant to spend
serious time trying to figure it out myself. Please help. :)

Please let me know if there is more information I can send along...

G. Richard Bellamy




From jesse at bestpractical.com  Fri Aug 15 03:16:33 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 15 Aug 2003 03:16:33 -0400
Subject: [rt-users] Tool to migrate from RT3 on postgres to RT3 on mysql
Message-ID: <20030815071633.GB10198@fsck.com>

Is now available at http://fsck.com/pub/rt/contrib/3.0/Conversion/

It's a small tool I built for a client who wanted to move from Pg to
Mysql with their existing RT3 database.

You should start with a full RT database on postgres and an RT3 database
on mysql that contains only the schema and not the database content.

	-j



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


From jaq at spacepants.org  Fri Aug 15 02:56:40 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Fri, 15 Aug 2003 16:56:40 +1000
Subject: [rt-users] Large # of tickets - internal server error?
In-Reply-To: <NEBBIIHICLNLJLLAIEIECEDDCAAA.dydykms@usadatanet.net>
References: <NEBBIIHICLNLJLLAIEIECEDDCAAA.dydykms@usadatanet.net>
Message-ID: <20030815065640.GU18154@spacepants.org>

This one time, at band camp, Mike Dydyk wrote:
>So, my question comes down to, why is perl using up so much CPU?  I thought
>using fastcgi would avoid mod_perl, so what exactly is using perl (fastcgi
>itself?).  I am far from an expert on perl, so that's probably part of the
>problem.  My mod_perl, from the ports collection, is built as a module.  So
>I know mod_perl won't work properly with RT, but I went with fastcgi to
>avoid that problem..shouldn't I be ok?  I hope I have provided enough
>details, if you need anything else let me know via the list or a private
>email and I'll get back to you ASAP.  Thanks.

There's a difference between mod_perl and perl.

RT is written in the language known as perl.  mod_perl is an apache module
that loads the interpreter for the language perl into the webserver itself.
mod_fastcgi is an apache module that keeps persistent copies of CGIs, thus
reducing the amount of overhead required to launch the CGI (in this case the commandline interpreter for the language perl).  So, you can either run RT
"inside" the webserver with mod_perl, or you can run RT as a CGI and
connect it to the webserver using mod_fastcgi.  Either way, though, you are
going to be invoking some sort of perl interpreter.

Also note:  mod_perl _does_ work properly with RT.  Most people use it that
way.  Only the mod_perl built for Apache 2 on Red Hat 8.0 and 9 seem to have
problems; there is nothing inherently wrong with using mod_perl on any other
operating system.

Anyway, to answer your question, we'd need to know a bit more about your
webserver, how about clagging the RT specific parts of the configuration to
the list?

You say you currently have both mod_perl and mod_fastcgi installed, so which
one are you using?

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


From JChen at paymentone.com  Fri Aug 15 04:05:35 2003
From: JChen at paymentone.com (JChen at paymentone.com)
Date: Fri, 15 Aug 2003 01:05:35 -0700
Subject: [rt-users] Setting up Mail notes
Message-ID: <339335385F9BD511B73600508BE789A001C12B42@ebimailsvr>

Thanks Jamie!

Your note on apache configuration worked.   Now I can access RT 3 via web and create tickets as root.   But when I created another user and tried to look for ticket #1, the web in a way crashes and in the apache logs it says that user does not have permission to read that ticket.  

Anyone know why?

Now that the web is up, should ssl be added?  I am only going have RT3 be used internally in my company (assuming I can convince them to use it).

Just few more configurations to go...

1) Mail - anyone got notes on this? =)
2) Different queues
3) Adding security to the box and turn off telnet access to the box.

  I'm feeling euphoria right now because I'm getting closer to setting up RT3. =)

This support group is awesome!

Jonathan Chen



From Rasmus.Brogger at uni-c.dk  Fri Aug 15 05:10:49 2003
From: Rasmus.Brogger at uni-c.dk (Rasmus =?iso-8859-1?Q?Br=F8gger?=)
Date: Fri, 15 Aug 2003 11:10:49 +0200
Subject: [rt-users] Setting up Mail notes
In-Reply-To: <339335385F9BD511B73600508BE789A001C12B42@ebimailsvr>
References: <339335385F9BD511B73600508BE789A001C12B42@ebimailsvr>
Message-ID: <20030815091049.GB22481@balder.sektornet.dk>

On Fri, Aug 15, 2003 at 01:05:35AM -0700, JChen at paymentone.com wrote:
> Thanks Jamie!
> 
> Your note on apache configuration worked.   Now I can access RT 3 via web and create tickets as root.   But when I created another user and tried to look for ticket #1, the web in a way crashes and in the apache logs it says that user does not have permission to read that ticket.  
> 
> Anyone know why?
> 
> Now that the web is up, should ssl be added?  I am only going have RT3 be used internally in my company (assuming I can convince them to use it).
> 
> Just few more configurations to go...
> 
> 1) Mail - anyone got notes on this? =)
> 2) Different queues
> 3) Adding security to the box and turn off telnet access to the box.
> 
>   I'm feeling euphoria right now because I'm getting closer to setting up RT3. =)
> 
> This support group is awesome!
> 
> Jonathan Chen
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Did you by any chance forget to give the user permission to, create
ticket, reply to ticket, comment on ticket.

You can give these permissions to everyone one a queue, or do it
globally.

/rhb



From Nick.Bown at fundshub.com  Fri Aug 15 05:16:12 2003
From: Nick.Bown at fundshub.com (Nick Bown)
Date: Fri, 15 Aug 2003 10:16:12 +0100
Subject: [rt-users] Problems with "make initialize-database" under Solaris 9
Message-ID: <BB65891FEE7E8B4EA5E5063C861BFB3902223F@fhukmail01.fundshub.com>

Hi,

I'm trying to install RT 3.0.4 on a Solaris 9 server after a successful eval
period of a RH 9 machine. I have manually install Mysql 4.0.14, Perl 5.8.0
and DBD:mysql 2.9002 as well as used the perl module install script which
comes with RT.

The problem is that every time I run "make initialize-database" I get the
following error:

install_driver(mysql) failed: Can't load
'/usr/local/lib/perl5/site_perl/5.8.0/sun4-solaris/auto/DBD/mysql/mysql.so'
for module DBD::mysql: ld.so.1: /usr/local/bin/perl: fatal: relocation
error: file
/usr/local/lib/perl5/site_perl/5.8.0/sun4-solaris/auto/DBD/mysql/mysql.so:
symbol net_buffer_length: referenced symbol not found at
/usr/local/lib/perl5/5.8.0/sun4-solaris/DynaLoader.pm line 229, <STDIN> line
1.
 at (eval 1649) line 3
Compilation failed in require at (eval 1649) line 3, <STDIN> line 1.
Perhaps a required shared library or dll isn't installed where expected
 at //opt/rt3/sbin/rt-setup-database line 80

The install of the software went cleanly so does anyone know what could be
causing this? The LD_LIBRARY_PATH variable contains the mysql libs.

Thanks,

Nick

Nicholas J. Bown
UNIX Administrator

EFSS Ltd
Alderman's House 
Alderman's Walk 
London EC2M 3XR 
Tel: +44 (0)20 7743 6888 
Fax: +44 (0)20 7743 7041
http://www.fundshub.com/


___________________________________________________________________________

This message is intended solely for the use of the individual or
organisation to whom it is addressed and may contain confidential or
copyrighted information. If you have received this message in error, please
reply to the originator and delete it immediately. If you are not the
intended recipient, you should not use, copy, alter, disseminate, print or
disclose the contents of this message.

Information or opinions expressed in this message and/or any attachments are
those of the author and are not necessarily those of EFSS Ltd. or its
affiliates. EFSS Ltd. accepts no responsibility for loss or damage arising
from its use, including damage from viruses.

Note: Internet e-mails are not necessarily secure. EFSS Ltd. does not accept
responsibility for changes made to this message after it was sent.
___________________________________________________________________________


From JChen at paymentone.com  Fri Aug 15 05:24:14 2003
From: JChen at paymentone.com (JChen at paymentone.com)
Date: Fri, 15 Aug 2003 02:24:14 -0700
Subject: [rt-users] Setting up Mail notes
Message-ID: <339335385F9BD511B73600508BE789A001C12B44@ebimailsvr>

Yes I did.   Thanks for noticing.  I thought I already gave the user I've created the permission to do it.   After looking further, your right, I have not.

Jonathan Chen

-----Original Message-----
From: Rasmus Br?gger [mailto:Rasmus.Brogger at uni-c.dk] 
Sent: Friday, August 15, 2003 2:11 AM
To: JChen at paymentone.com
Cc: rt-users at lists.fsck.com; jaq at spacepants.org
Subject: Re: [rt-users] Setting up Mail notes

On Fri, Aug 15, 2003 at 01:05:35AM -0700, JChen at paymentone.com wrote:
> Thanks Jamie!
> 
> Your note on apache configuration worked.   Now I can access RT 3 via web and create tickets as root.   But when I created another user and tried to look for ticket #1, the web in a way crashes and in the apache logs it says that user does not have permission to read that ticket.  
> 
> Anyone know why?
> 
> Now that the web is up, should ssl be added?  I am only going have RT3 be used internally in my company (assuming I can convince them to use it).
> 
> Just few more configurations to go...
> 
> 1) Mail - anyone got notes on this? =)
> 2) Different queues
> 3) Adding security to the box and turn off telnet access to the box.
> 
>   I'm feeling euphoria right now because I'm getting closer to setting up RT3. =)
> 
> This support group is awesome!
> 
> Jonathan Chen
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Did you by any chance forget to give the user permission to, create
ticket, reply to ticket, comment on ticket.

You can give these permissions to everyone one a queue, or do it
globally.

/rhb


From jim.mozley at exponential-e.com  Fri Aug 15 09:12:03 2003
From: jim.mozley at exponential-e.com (Jim Mozley)
Date: Fri, 15 Aug 2003 14:12:03 +0100
Subject: [rt-users] Problems with "make initialize-database" under Solaris 9
References: <BB65891FEE7E8B4EA5E5063C861BFB3902223F@fhukmail01.fundshub.com>
Message-ID: <01b601c3632e$d1af06e0$03bff40a@Exponentiale.com>

*This message was transferred with a trial version of CommuniGate(tm) Pro*
Despite setting LD_LIBRARY_PATHs and different compile options I ended up
using crle to add a search path for a piece of software recently (not rt I
hasten to add). Might be worth a try if you get really stuck.

Jim

----- Original Message ----- 
From: "Nick Bown" <Nick.Bown at fundshub.com>
To: <rt-users at lists.fsck.com>
Sent: Friday, August 15, 2003 10:16 AM
Subject: [rt-users] Problems with "make initialize-database" under Solaris 9


> *This message was transferred with a trial version of CommuniGate(tm) Pro*
> Hi,
>
> I'm trying to install RT 3.0.4 on a Solaris 9 server after a successful
eval
> period of a RH 9 machine. I have manually install Mysql 4.0.14, Perl 5.8.0
> and DBD:mysql 2.9002 as well as used the perl module install script which
> comes with RT.
>
> The problem is that every time I run "make initialize-database" I get the
> following error:
>
> install_driver(mysql) failed: Can't load
>
'/usr/local/lib/perl5/site_perl/5.8.0/sun4-solaris/auto/DBD/mysql/mysql.so'
> for module DBD::mysql: ld.so.1: /usr/local/bin/perl: fatal: relocation
> error: file
> /usr/local/lib/perl5/site_perl/5.8.0/sun4-solaris/auto/DBD/mysql/mysql.so:
> symbol net_buffer_length: referenced symbol not found at
> /usr/local/lib/perl5/5.8.0/sun4-solaris/DynaLoader.pm line 229, <STDIN>
line
> 1.
>  at (eval 1649) line 3
> Compilation failed in require at (eval 1649) line 3, <STDIN> line 1.
> Perhaps a required shared library or dll isn't installed where expected
>  at //opt/rt3/sbin/rt-setup-database line 80
>
> The install of the software went cleanly so does anyone know what could be
> causing this? The LD_LIBRARY_PATH variable contains the mysql libs.
>
> Thanks,
>
> Nick
>
> Nicholas J. Bown
> UNIX Administrator
>
> EFSS Ltd
> Alderman's House
> Alderman's Walk
> London EC2M 3XR
> Tel: +44 (0)20 7743 6888
> Fax: +44 (0)20 7743 7041
> http://www.fundshub.com/
>
>
>
___________________________________________________________________________
>
> This message is intended solely for the use of the individual or
> organisation to whom it is addressed and may contain confidential or
> copyrighted information. If you have received this message in error,
please
> reply to the originator and delete it immediately. If you are not the
> intended recipient, you should not use, copy, alter, disseminate, print or
> disclose the contents of this message.
>
> Information or opinions expressed in this message and/or any attachments
are
> those of the author and are not necessarily those of EFSS Ltd. or its
> affiliates. EFSS Ltd. accepts no responsibility for loss or damage arising
> from its use, including damage from viruses.
>
> Note: Internet e-mails are not necessarily secure. EFSS Ltd. does not
accept
> responsibility for changes made to this message after it was sent.
>
___________________________________________________________________________
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 scott at cae.com  Fri Aug 15 09:49:24 2003
From: scott at cae.com (Scott Hebert)
Date: Fri, 15 Aug 2003 09:49:24 -0400
Subject: [rt-users] Generating a Report based on a Custom Field
In-Reply-To: <F5A19CDCBA60D31199E7009027AA458001E640EC@mtv_noc.viacom.com>
References: <F5A19CDCBA60D31199E7009027AA458001E640EC@mtv_noc.viacom.com>
Message-ID: <3F3CE4E4.2090802@cae.com>

Thanks for the response.

I tried the BugList.html but I only see a count of unfiled tickets. It 
seems that the Custom Fields aren't getting loaded. I modified 
BugList.html to load my queue and two of my custom fields. I'm wondering 
if the Fields need a certain structure or type.

Thanks,

SH

Liebman, Michael wrote:

> Scott Hebert <scott at cae.com> wrote:
> > Management would like the ability to generate reports based
> > on custom fields.
> [snip happens]
> > Has anyone attempted such a thing. If so, can you point in
> > the right direction?
>
> Have a look at the bug list for RT.
> http://lists.fsck.com/pipermail/rt-users/2003-April/013159.html
>
> Michael
>
> -- 
> Michael S. Liebman
> Viacom Networks                  N.O.C. ENGINEERING
>
> Email: michael.liebman at mtvstaff.com
> Phone: 631-435-4900 x3304
>   Fax: 631-231-8051
>
> _______________________________________________ rt-users mailing list 
> rt-users at lists.fsck.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 JChen at paymentone.com  Fri Aug 15 10:11:08 2003
From: JChen at paymentone.com (JChen at paymentone.com)
Date: Fri, 15 Aug 2003 07:11:08 -0700
Subject: [rt-users] Using MS Exchange with RT 3
Message-ID: <339335385F9BD511B73600508BE789A001C12B4F@ebimailsvr>

Forgot where I read the info from.   But I've heard that instead of using sendmail, you can use ms exchange as your mta.    How would I go about setting that up to work with RT3?
 
Thanks for all your past support...   
 
Jonathan Chen
 
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From scott at cae.com  Fri Aug 15 10:22:39 2003
From: scott at cae.com (Scott Hebert)
Date: Fri, 15 Aug 2003 10:22:39 -0400
Subject: [rt-users] Generating a Report based on a Custom Field
In-Reply-To: <3F3CE4E4.2090802@cae.com>
References: <F5A19CDCBA60D31199E7009027AA458001E640EC@mtv_noc.viacom.com> <3F3CE4E4.2090802@cae.com>
Message-ID: <3F3CECAF.5070702@cae.com>

It's working now.

I realized that I didn't have a guest user setup with the correct access 
rights.

Thanks,

SH

Scott Hebert wrote:

> Thanks for the response.
>
> I tried the BugList.html but I only see a count of unfiled tickets. It 
> seems that the Custom Fields aren't getting loaded. I modified 
> BugList.html to load my queue and two of my custom fields. I'm 
> wondering if the Fields need a certain structure or type.
>
> Thanks,
>
> SH
>
> Liebman, Michael wrote:
>
>> Scott Hebert <scott at cae.com> wrote:
>> > Management would like the ability to generate reports based
>> > on custom fields.
>> [snip happens]
>> > Has anyone attempted such a thing. If so, can you point in
>> > the right direction?
>>
>> Have a look at the bug list for RT.
>> http://lists.fsck.com/pipermail/rt-users/2003-April/013159.html
>>
>> Michael
>>
>> -- 
>> Michael S. Liebman
>> Viacom Networks                  N.O.C. ENGINEERING
>>
>> Email: michael.liebman at mtvstaff.com
>> Phone: 631-435-4900 x3304
>>   Fax: 631-231-8051
>>
>> _______________________________________________ rt-users mailing list 
>> rt-users at lists.fsck.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 jim.rowan at starcore-dsp.com  Fri Aug 15 10:29:04 2003
From: jim.rowan at starcore-dsp.com (Jim Rowan)
Date: Fri, 15 Aug 2003 09:29:04 -0500
Subject: [rt-users] Large # of tickets - internal server error?
Message-ID: <FA5264FF6C742D42B309ED672B5E7E1E24C743@ausexm1>

>> My mod_perl, from the ports collection, is built as a module.  So
>> I know mod_perl won't work properly with RT
...

> mod_perl likely _will_ work fine these days as a module.  Generally,
> its safe to use.  If you get odd segfaults, stop using it.

I went against the directions and have been running mod_perl (1.x) as a
module on freebsd 4.8 just fine with RT 3.04.  We've had absolutely no
trouble.   

I'd like to see that section of the documentation modified or removed.
[Perhaps it could be phrased as a troubleshooting hint, or at most a
warning.] Requiring people to rebuild apache just because they want to
add RT isn't good for the acceptance level...



From khera at kcilink.com  Fri Aug 15 11:25:08 2003
From: khera at kcilink.com (Vivek Khera)
Date: Fri, 15 Aug 2003 11:25:08 -0400
Subject: [rt-users] Large # of tickets - internal server error?
In-Reply-To: <FA5264FF6C742D42B309ED672B5E7E1E24C743@ausexm1>
References: <FA5264FF6C742D42B309ED672B5E7E1E24C743@ausexm1>
Message-ID: <16188.64340.236741.905463@yertle.int.kciLink.com>

>>>>> "JR" == Jim Rowan <jim.rowan at starcore-dsp.com> writes:

JR> I went against the directions and have been running mod_perl (1.x) as a
JR> module on freebsd 4.8 just fine with RT 3.04.  We've had absolutely no
JR> trouble.   

The only trouble you will have is if you do a (graceful) restart of
apache: you will find a massive memory leak. Workaround is to
stop/start apache rather than issuing a restart.

JR> I'd like to see that section of the documentation modified or removed.
JR> [Perhaps it could be phrased as a troubleshooting hint, or at most a
JR> warning.] Requiring people to rebuild apache just because they want to
JR> add RT isn't good for the acceptance level...

I've been arguing for that for quite a while.  Apparently the authors
of the documents still cling to old beliefs. ;-)


From dydykms at usadatanet.net  Fri Aug 15 11:36:01 2003
From: dydykms at usadatanet.net (Mike Dydyk)
Date: Fri, 15 Aug 2003 11:36:01 -0400
Subject: [rt-users] Large # of tickets - internal server error?
In-Reply-To: <20030815065640.GU18154@spacepants.org>
Message-ID: <NEBBIIHICLNLJLLAIEIEEEDECAAA.dydykms@usadatanet.net>

I didn't know that mod_perl built as a module worked properly, all of the
documentation seemed to indicate it didn't.  I intended to be using FastCGI
and it seems to work fine.  The only mod_perl stuff in my config is under
<IfDefine SSL>, an AddModule line for mod_perl..wouldn't I also need a
LoadModule line for it to actually work?  I didn't care to fix it really,
because I didn't want to use it anyways.  There very well could be a problem
with my apache config, I had a hard time finding info or examples using
FastCGI and NOT using a virtualhost.

So from what you have said, RT itself is using perl..so mod_perl is not
coming in to play at all.  Which leads me back to my original question, why
is perl sucking up 80% CPU and not able to maniuplate 50-100 tickets?

Apache config
-------------
<Directory "/usr/local/rt3/bin/">
        SetHandler fastcgi-script
        AllowOverride AuthConfig
        Options ExecCGI
        Order allow,deny
        Allow from all
</Directory>

FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi

Alias /rt3 /usr/local/rt3/share/html/
<Directory "/usr/local/rt3/share/html/">
        AllowOverride AuthConfig
        Options ExecCGI
        Order allow,deny
        Allow from all
</Directory>


Thanks again,
Mike


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

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Jamie Wilkinson
Sent: Friday, August 15, 2003 2:57 AM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Large # of tickets - internal server error?

Also note:  mod_perl _does_ work properly with RT.  Most people use it that
way.  Only the mod_perl built for Apache 2 on Red Hat 8.0 and 9 seem to have
problems; there is nothing inherently wrong with using mod_perl on any other
operating system.

Anyway, to answer your question, we'd need to know a bit more about your
webserver, how about clagging the RT specific parts of the configuration to
the list?

You say you currently have both mod_perl and mod_fastcgi installed, so which
one are you using?

--
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 Jeff.Langley at noaa.gov  Fri Aug 15 11:46:31 2003
From: Jeff.Langley at noaa.gov (Jeff Langley)
Date: Fri, 15 Aug 2003 11:46:31 -0400
Subject: [rt-users] rt-mailgate enahanced
Message-ID: <3F3D0057.C945EB52@noaa.gov>

Hi all,

I have just installed RT2.  I am now trying to use rt-mailgate enhanced
form
the contib dir.

The script says that if I send mail to rt at host I can have header
keywords to
parse into the db que.

I am sending emails with keywords
RT-Id:78359
RT-Requestor:First Lastname
RT-Owner:First Lastname

The email get placed on the que.  The keywords are stripped from the
beginning
of the emails but they do not show up in the db attributes the imply.

Do the values need to be preconfigured into RT before the attributes
will take on those
values?

Thanks,
Jeff



From jesse at bestpractical.com  Fri Aug 15 13:16:52 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 15 Aug 2003 13:16:52 -0400
Subject: [rt-users] Large # of tickets - internal server error?
In-Reply-To: <FA5264FF6C742D42B309ED672B5E7E1E24C743@ausexm1>
References: <FA5264FF6C742D42B309ED672B5E7E1E24C743@ausexm1>
Message-ID: <20030815171652.GC10198@fsck.com>

> I'd like to see that section of the documentation modified or removed.
> [Perhaps it could be phrased as a troubleshooting hint, or at most a
> warning.] Requiring people to rebuild apache just because they want to
> add RT isn't good for the acceptance level...
 
HTML::Mason, which is a hard requirement for RT's web interface has an
equivalent notice and the developers will not support anyone with
mod_perl built as a DSO. If Mason gets rid of the requirement, we will
too. 

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


From dan.anderson at kincaidtech.com  Fri Aug 15 14:56:30 2003
From: dan.anderson at kincaidtech.com (Dan Anderson)
Date: Fri, 15 Aug 2003 12:56:30 -0600
Subject: [rt-users] Tool to migrate from RT3 on postgres to RT3 on mys
	ql
Message-ID: <48D5DF5BCD9ED51182D4009027B6F8F136A37A@cypress.kincaidtech.com>

Since I have to upgrade to RT3 before I can use this, can I install RT3 on
my existing RT2 server without impacting the RT2 database that is in
production?

Dan

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com]
Sent: Friday, August 15, 2003 1:17 AM
To: rt-users at fsck.com
Subject: [rt-users] Tool to migrate from RT3 on postgres to RT3 on mysql


Is now available at http://fsck.com/pub/rt/contrib/3.0/Conversion/

It's a small tool I built for a client who wanted to move from Pg to
Mysql with their existing RT3 database.

You should start with a full RT database on postgres and an RT3 database
on mysql that contains only the schema and not the database content.

	-j



-- 
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 freebsd at coal.sentex.ca  Fri Aug 15 15:52:23 2003
From: freebsd at coal.sentex.ca (freebsd at coal.sentex.ca)
Date: Fri, 15 Aug 2003 15:52:23 -0400
Subject: [rt-users] Tool to migrate from RT3 on postgres to RT3 on mys ql
In-Reply-To: <mailman.1060973764.51636.rt-users-l@lists.sentex.ca>
References: <mailman.1060973764.51636.rt-users-l@lists.sentex.ca>
Message-ID: <20030815195223.GP2913@sentex.net>

Thus spake Dan Anderson (dan.anderson at kincaidtech.com) [15/08/03 14:56]:
> Since I have to upgrade to RT3 before I can use this, can I install RT3 on
> my existing RT2 server without impacting the RT2 database that is in
> production?

If you're going to move from RT2 to RT3, just use the rt2-to-dumpfile to
pull from postgresql, and dumpfile-to-rt3 to push to mysql.  We did it, and
aside from problems with the version of the script, we had zero troubles
with the import.


From dan.anderson at kincaidtech.com  Fri Aug 15 16:04:23 2003
From: dan.anderson at kincaidtech.com (Dan Anderson)
Date: Fri, 15 Aug 2003 14:04:23 -0600
Subject: [rt-users] Tool to migrate from RT3 on postgres to RT3 on mys
	 ql
Message-ID: <48D5DF5BCD9ED51182D4009027B6F8F136A37B@cypress.kincaidtech.com>

I tried that, and got this when trying to import back into MySql:

Importing users
u.u.u.u.u.u.u.u.u.u.u.u.u.uuu.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.
u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.
Importing groups
ggrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrqqqqqqqqqqImporting tickets...t-1000
Byte order is not compatible at ../../lib/Storable.pm (autosplit into
../../lib/auto/Storable/_retrieve.al) line 323, at ./dumpfile-to-rt-3.0 line
489
[Thu Aug 14 23:05:53 2003] [crit]: Ticket files could not be loaded at (eval
1657) line 1.
 (/usr/local/rt3/lib/RT.pm:242)

Dan

-----Original Message-----
From: freebsd at coal.sentex.ca [mailto:freebsd at coal.sentex.ca]
Sent: Friday, August 15, 2003 1:52 PM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] Tool to migrate from RT3 on postgres to RT3 on
mys ql


Thus spake Dan Anderson (dan.anderson at kincaidtech.com) [15/08/03 14:56]:
> Since I have to upgrade to RT3 before I can use this, can I install RT3 on
> my existing RT2 server without impacting the RT2 database that is in
> production?

If you're going to move from RT2 to RT3, just use the rt2-to-dumpfile to
pull from postgresql, and dumpfile-to-rt3 to push to mysql.  We did it, and
aside from problems with the version of the script, we had zero troubles
with the import.
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 freebsd at coal.sentex.ca  Fri Aug 15 16:21:14 2003
From: freebsd at coal.sentex.ca (freebsd at coal.sentex.ca)
Date: Fri, 15 Aug 2003 16:21:14 -0400
Subject: [rt-users] Tool to migrate from RT3 on postgres to RT3 on mys ql
In-Reply-To: <mailman.1060977964.62507.rt-users-l@lists.sentex.ca>
References: <mailman.1060977964.62507.rt-users-l@lists.sentex.ca>
Message-ID: <20030815202114.GT2913@sentex.net>

Thus spake Dan Anderson (dan.anderson at kincaidtech.com) [15/08/03 16:04]:
> I tried that, and got this when trying to import back into MySql:
> 
> Importing users
> u.u.u.u.u.u.u.u.u.u.u.u.u.uuu.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.
> u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.u.
> Importing groups
> ggrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrqqqqqqqqqqImporting tickets...t-1000
> Byte order is not compatible at ../../lib/Storable.pm (autosplit into
> ../../lib/auto/Storable/_retrieve.al) line 323, at ./dumpfile-to-rt-3.0 line
> 489
> [Thu Aug 14 23:05:53 2003] [crit]: Ticket files could not be loaded at (eval
> 1657) line 1.
>  (/usr/local/rt3/lib/RT.pm:242)

(Insert all the normal troubleshooting questions here that have probably
been asked by now: Which version are you using?  Which OS?  How many tickets
are you exporting?  Does it always die on the same ticket?  Are you using
the same version of -to-dumpfile as dumpfile-to-?  etc. etc.)

Dunno, then.  It's happening on the import, so you'll need to import to RT3
before you can use the db conversion tool.


From debian at oddquad.org  Fri Aug 15 17:06:12 2003
From: debian at oddquad.org (Tom White)
Date: Fri, 15 Aug 2003 17:06:12 -0400
Subject: [rt-users] Automated Priority
Message-ID: <20030815210612.GA4865@schmendrick.oddquad.org>

A few weeks ago, I installed Request Tracker to help handle the incoming
mail to the support address for Williams Students Online.  We are a
student organization that provides a few thousand mail accounts, a
bunch of listservs, database services, web hosting, etc... to students
and alums of Williams College.  So far, just about everything has
worked like a charm; we hacked customized responses to common problems
into the interface, filter spam out via spamassassin and procmail, and
have been using the system for a few weeks with wonderful results.

The only thing that I haven't been able to get working is automated
priority incrementing.  Our primary queue has "Priority Starts At" set
to 0, "Requests Should be due in" set to 30 days, and "Over time,
priority moves towards" set to 60.  One would think this would result
in an increase of 2 per day; do we need to trigger a cron job of some
kind to go through the tickets and update them?  Is there an
undocumented constraint on these settings that is more restrictive
than the 0-100 range?  Currently, all tickets have priority 0 and left
0, Although the "Due" field is properly set.  

Any ideas?

-Tom White

-----------------------
http://www.oddquad.org
-----------------------


From sean.perry at intransa.com  Fri Aug 15 17:31:24 2003
From: sean.perry at intransa.com (Sean Perry)
Date: Fri, 15 Aug 2003 14:31:24 -0700
Subject: [rt-users] Automated Priority
In-Reply-To: <20030815210612.GA4865@schmendrick.oddquad.org>
References: <20030815210612.GA4865@schmendrick.oddquad.org>
Message-ID: <3F3D512C.7020006@intransa.com>

Tom White wrote:
> The only thing that I haven't been able to get working is automated
> priority incrementing.  Our primary queue has "Priority Starts At" set
> to 0, "Requests Should be due in" set to 30 days, and "Over time,
> priority moves towards" set to 60.  One would think this would result
> in an increase of 2 per day; do we need to trigger a cron job of some
> kind to go through the tickets and update them?  Is there an
> undocumented constraint on these settings that is more restrictive
> than the 0-100 range?  Currently, all tickets have priority 0 and left
> 0, Although the "Due" field is properly set.  
> 

yep, you have to implement that yourself via a cron job and some custom 
perl work.
There has been some discussion on this list about it in the past.




From dweeks at spatialwireless.com  Fri Aug 15 18:53:42 2003
From: dweeks at spatialwireless.com (Don Weeks)
Date: Fri, 15 Aug 2003 16:53:42 -0600
Subject: [rt-users] More Install Problems
Message-ID: <5.1.0.14.0.20030815163912.02eaadf8@mail.spatialwireless.com>

I kind of ignorant of Apache2 and that is what is running on the rest of my 
site so I am stuck with it. I really don't know what Virtual_Hosts are 
either and I'd be happy if someone can tell me how to eliminate them. I 
really don't think that is what I want. I really want RT to show up under 
another directory within my current web structure but if I can get virtual 
hosts working that would be OK too. I am running Mandrake 9.1 and having a 
tough time getting everything going. First error I get is from Mason which 
claims there is no menu_item under Apache::Status. Whenever I try to go to 
CPAN to install maybe a newer version of Apache::Status, it wants to 
rebuild mod_perl and even with the sources mod_perl claims I need to use 
Apache 1.3. Seems 2.0 is out. Since mod_perl is already built, I don't see 
this as a requirement anyway. I may need a newer version of Apache::Status. 
Any suggestions?

  [Fri Aug 15 15:43:54 2003] [error] [client 192.168.5.109] File does not 
exist: /
var/www/html/favicon.ico
[Fri Aug 15 15:50:35 2003] [notice] Graceful restart requested, doing restart
[Fri Aug 15 15:50:46 2003] [error] Can't locate object method "menu_item" 
via pa
ckage "Apache::Status" at 
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandle
r.pm line 651.
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 4) line 1.

[Fri Aug 15 15:50:46 2003] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl
for server rt3.spatialwireless.com:0, exiting...


Don Weeks
Sr Systems Administrator
Spatial Wireless, Inc
1651 N Glenville Suite 210
Richardson, Texas 75081
972-437-6250 Ext 155
Mobil: 214-734-5437

"This email and any attachments thereto may contain private, confidential, 
or privileged material for the sole use of the intended recipient. Any 
review, copying, or distribution of this email (or any attachments thereto) 
by others is strictly prohibited. If you are not the intended recipient, 
please contact the sender immediately and permanently delete the original 
and any copies of this email and any attachments thereto."



From pdh at snapgear.com  Fri Aug 15 19:14:55 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Sat, 16 Aug 2003 09:14:55 +1000
Subject: [rt-users] Bogus Autocreated watcher
In-Reply-To: <0FC82FC6709BE34CB9118EE0E252FD23111649@ehost007.intermedia.net>
References: <0FC82FC6709BE34CB9118EE0E252FD23111649@ehost007.intermedia.net>
Message-ID: <20030815231455.GV3192@moreton.com.au>

G. Richard Bellamy wrote:
> When an email is processed from a never-before-seen address, the ticket
> that is created includes a watcher whose User comment is "Autocreated
> when added as a watcher". This watcher has as it's username and email
> address the top- and mid-level domain of the RT site, i.e. my server
> runs on support.domain.com, and the watcher is set to Username:
> domain.org & Email: domain.org. Thereafter, for that ticket, you see the
> following bounced mail:

Are you using $CanonicalizeEmailAddressMatch and
$CanonicalizeEmailAddressReplace?
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From andy at strugglers.net  Sat Aug 16 00:43:13 2003
From: andy at strugglers.net (Andy Smith)
Date: Sat, 16 Aug 2003 05:43:13 +0100
Subject: [rt-users] rt3; rt-mailgate and qmail problem
Message-ID: <20030816044313.GO22936@lug.org.uk>

Hi folks,

I just installed RT3 this morning and I still have hardly any idea
what I am doing yet.  Unfortunately I seem to be unable to get
rt-mailgate to work.

I'm using qmail and fastforward, so in my alias file I've got:

rt at blitzed.org:                 "| preline /data/rt3/bin/rt-mailgate --queue general --action correspond --url http://rt.blitzed.org/"

Now when I mail that address I get this in my qmail logs:

@400000003f3db3243820474c delivery 205765: deferral:
RT_server_error.//The_RT_server_which_handled_your_email_did_not_behave_as_expected._It/said://///<html><body>//<p_align="center"><font_face="Verdana,_Arial,_Helvetica,_sans-serif"><b>System_error</b></font></p>/<table_border="0"_cellspacing="0"_cellpadding="1">/_<tr>/__<td_nowrap="nowrap"_align="left"_valign="top"><font_face="Verdana,_Arial,_Helvetica,_sans-serif"_size="-2"><b>error:</b>&nbsp;</font></td>/__<td_align="left"_valign="top"><font_face="Verdana,_Arial,_Helvetica,_sans-serif"_size="-2">Can't_locate_object_method_&quot;output_prefix&quot;_via_package_&quot;MIME::Parser&quot;_at_/data/rt3/lib/RT/EmailParser.pm_line_770.<br></font></td>/_</tr>/_<tr>/__<td_nowrap="nowrap"_align="left"_valign="top"><font_face="Verdana,_Arial,_Helvetica,_sans-serif"_size="-2"><b>context:</b>&nbsp;</font></td>/__<td_align="left"_valign="top"_nowrap="nowrap"><font_face="Verdana,_Arial,_Helvetica,_sans-serif"_size="-2">/___<table_border="0"_cellpadding="0"_cellspacing="0">//____<tr>/_____<td_nowrap="nowrap"_align="left"_valign="top"><font_face="Verdana,_Arial,_Helvetica,_sans-serif"_size="-2"><b>...</b>&nbsp;</font></td>/_____<td_align="left"_valign="top"_nowrap="nowrap"><font_face="Verdana,_Arial,_Helvetica,_sans-serif"_size="-2"></font></td>/____</tr>//____<tr>/_____<td_nowrap="nowrap"_align="left"_valign="top"><font_face="Verdana,_Arial,_Helvetica,_sans-serif"_size="-2"><b>766:</b>&nbsp;</font></td>/_____<td_align="left"_valign="top"_nowrap="nowrap"><font_face="Verdana,_Arial,_Helvetica,_sans-serif"_size="-2">____#If_someone_includes_a_message,_don't_extract_it</font></td>/____</tr>//____<tr>/_____<td_nowrap="nowrap"_align="left"_valign="top"><font_face="Verdana,_Arial,_Helvetica,_sans-serif"_size="-2"><b>767:</b>&nbsp;</font></td>/_____<td_align="left"_valign="top"_nowrap="nowrap"><font_face="Verdana,_Arial,_Helvetica,_sans-serif"_size="-2">____$parser-&gt;extract_nested_messages(1);</font></td>/____</tr>//____<tr>/_____<td_nowrap="nowrap"_align="left"_valign="top"><font_face="Verdana,_Arial,_Helvetica,_sans-serif"_size="-2"><b>768:</b>&nbsp;</font></td>/_____<td_align="left"_valign="top"_nowrap="nowrap"><font_face="Verdana,_Arial,_Helvetica,_sans-serif"_size="-2"></font></td>/____</tr>//____<tr>/_____<td_nowrap="nowrap"_align="left"_valign="top"><font_face="Verdana,_Arial,_Helvetica,_sans-serif"_size="-2"><b>769:</b>&nbsp;</font></td>/_____<td_align="left"_valign="top"_nowrap="nowrap"><font_face="Verdana,_Arial,_Helvetica,_sans-serif"_size="-2">____#_Set_up_the_prefix_for_files_with_auto-generated_names:</font></td>/____</tr>//____<tr>/_____<td_nowrap="nowrap"_align="left"_valign="top"><font_face="Verdana,_Arial,_Helvetica,_sans-serif"_size="-2"><b>770:</b>&nbsp;</font></td>/_____<td_align="left"_valign="top"_nowrap="nowrap"><font_face="Verdana,_Arial,_Helvetica,_sans-serif"_size="-2"><font_color=red>____$parser-&gt;output_prefix(&quot;part&quot;);</font></font></td>/____</tr>//____<tr>/_____<td_nowrap="nowrap"_align="lef/Error_report_too_long,_sorry./

I have tried searching the archives of this list and all I found was
one similar query to which the answer was "set up your web
interface".  Well, I thought I had done that so I am not sure what
that would mean.  Certainly, my RT has a root user and another user
for me, both of which I can log in as.  The rt-mailgate POD confuses
me by saying that it too needs an RT user.

I followed the install instructions in the PDF and the only things I
have done so far is log in as root, change the password and then
create a user for myself.

I would be really grateful if someone could tell me what I have
missed, and show me where to read up on it.

Thanks,
-- 
Andy Smith

"SCSI is usually fixed by remembering that it needs three terminations: One at
 each end of the chain. And the goat."
 -- Andrew McDonald, HantsLUG



From JChen at paymentone.com  Sat Aug 16 03:08:18 2003
From: JChen at paymentone.com (JChen at paymentone.com)
Date: Sat, 16 Aug 2003 00:08:18 -0700
Subject: [rt-users] RT-Mailgate not in service?
Message-ID: <339335385F9BD511B73600508BE789A001C12B63@ebimailsvr>

Hey guys,
 
I finally got sendmail to receive my email from outside.   Now trying to autocreate ticket, I get this response back....
-------
 
The original message was received at Fri, 15 Aug 2003 23:34:22 -0700 from [172.16.1.24] ----- The following addresses had permanent fatal errors ----- "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://172.16.1.222/" (reason: Service unavailable) (expanded from: ) ----- Transcript of session follows ----- smrsh: "rt-mailgate" not available for sendmail programs (stat failed) 554 5.0.0 Service unavailable
 
In my /etc/aliases file....I have
 
rt3:    "|/opt/rt3/bin/rt-mailgate  --queue general --action correspond --url http://172.16.1.222/"
rt3-comment:    "|/opt/rt3/bin/rt-mailgate  --queue general --action comment --url http://172.16.1.222/ <http://172.16.1.222/> "
 
 
Any ideas?  I've tried to go through archive and have not found an answer that is 100% similar to mine and tried the ones similar and it did not work.
 
 
Thanks for any help!
 
-Jonathan
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From seph at directionless.org  Sat Aug 16 09:39:17 2003
From: seph at directionless.org (seph)
Date: Sat, 16 Aug 2003 09:39:17 -0400
Subject: [rt-users] Re: Automated Priority
In-Reply-To: <20030815210612.GA4865@schmendrick.oddquad.org> (Tom White's
 message of "Fri, 15 Aug 2003 17:06:12 -0400")
References: <20030815210612.GA4865@schmendrick.oddquad.org>
Message-ID: <w52he4hyb5m.fsf@lame.message.id>

> The only thing that I haven't been able to get working is automated
> priority incrementing.  Our primary queue has "Priority Starts At" set
> to 0, "Requests Should be due in" set to 30 days, and "Over time,
> priority moves towards" set to 60.  One would think this would result
> in an increase of 2 per day; do we need to trigger a cron job of some
> kind to go through the tickets and update them?  

I think you want to look at rt-crontool

seph


From seph at directionless.org  Sat Aug 16 09:43:57 2003
From: seph at directionless.org (seph)
Date: Sat, 16 Aug 2003 09:43:57 -0400
Subject: [rt-users] Re: RT-Mailgate not in service?
In-Reply-To: <339335385F9BD511B73600508BE789A001C12B63@ebimailsvr> (JChen@paymentone.com's
 message of "Sat, 16 Aug 2003 00:08:18 -0700")
References: <339335385F9BD511B73600508BE789A001C12B63@ebimailsvr>
Message-ID: <w52d6f5yaxu.fsf@lame.message.id>

> The original message was received at Fri, 15 Aug 2003 23:34:22 -0700 from [172.16.1.24] ----- The following addresses had permanent fatal errors ----- "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://172.16.1.222/" (reason: Service unavailable) (expanded from: ) ----- Transcript of session follows ----- smrsh: "rt-mailgate" not available for sendmail programs (stat failed) 554 5.0.0 Service unavailable

"smrsh: "rt-mailgate" not available for sendmail programs (stat failed)"

sounds like a pretty clear sendmail/smrsh error to me.

> Any ideas?  I've tried to go through archive and have not found an
> answer that is 100% similar to mine and tried the ones similar and
> it did not work.

I'm fairly sure this has been covered on this list, as well as being
in the sendmail docs.

seph


From rbellamy at pteradigm.com  Sat Aug 16 15:18:32 2003
From: rbellamy at pteradigm.com (G. Richard Bellamy)
Date: Sat, 16 Aug 2003 12:18:32 -0700
Subject: [rt-users] Bogus Autocreated watcher
Message-ID: <0FC82FC6709BE34CB9118EE0E252FD231211E4@ehost007.intermedia.net>

Phil Wrote:
>Are you using $CanonicalizeEmailAddressMatch and
$CanonicalizeEmailAddressReplace?

Thanks for the response... Please find the config information inline.

I've had it happen again - with a twist such that it appears that the
symptomology has changed:
--------
EXAMPLE
--------
<RT_SiteConfig.pm snippet>
Set($rtname , "domain.org");
Set($CanonicalizeEmailAddressMatch   , 'support.domain.org$');
Set($CanonicalizeEmailAddressReplace , 'domain.org');
</RT_SiteConfig.pm snippet>

<FIRST INSTANCE>
Mail-From: foo at bar.net
Watcher: domain.org
CC: domain.org at domain.org
</FIRST INSTANCE>

<SECOND INSTANCE>
Mail-From: blah at halb.net
Watcher: blah.net
CC: blah.net at blah.net
</SECOND INSTANCE>


From JChen at paymentone.com  Sat Aug 16 18:50:04 2003
From: JChen at paymentone.com (JChen at paymentone.com)
Date: Sat, 16 Aug 2003 15:50:04 -0700
Subject: [rt-users] RE: RT-Mailgate not in service?
Message-ID: <339335385F9BD511B73600508BE789A001C12B65@ebimailsvr>

Well I found this link and I tried to add it in and still it didn't work....
http://lists.fsck.com/pipermail/rt-users/2003-July/015356.html

Basically adding...

define(`confEBINDIR', `/usr/libexec')dnl
FEATURE(`smrsh',`/usr/local/libexec/smrsh')dnl


I guess I can try again with little modification...

define(`confEBINDIR', `/usr/libexec')dnl   
FEATURE(`smrsh',`/usr/sbin/smrsh')dnl  <=== was already in sendmail.mc

After that...I typed...

m4 /etc/mail/sendmail.mc /etc/mail/sendmail.cf
and restarted sendmail

Jonathan Chen
PS - Running on Redhat 9

-----Original Message-----
From: seph [mailto:seph at directionless.org] 
Sent: Saturday, August 16, 2003 6:44 AM
To: JChen at paymentone.com
Cc: rt-users at lists.fsck.com
Subject: Re: RT-Mailgate not in service?

> The original message was received at Fri, 15 Aug 2003 23:34:22 -0700 from [172.16.1.24] ----- The following addresses had permanent fatal errors ----- "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://172.16.1.222/" (reason: Service unavailable) (expanded from: ) ----- Transcript of session follows ----- smrsh: "rt-mailgate" not available for sendmail programs (stat failed) 554 5.0.0 Service unavailable

"smrsh: "rt-mailgate" not available for sendmail programs (stat failed)"

sounds like a pretty clear sendmail/smrsh error to me.

> Any ideas?  I've tried to go through archive and have not found an
> answer that is 100% similar to mine and tried the ones similar and
> it did not work.

I'm fairly sure this has been covered on this list, as well as being
in the sendmail docs.

seph


From JChen at paymentone.com  Sat Aug 16 23:05:12 2003
From: JChen at paymentone.com (JChen at paymentone.com)
Date: Sat, 16 Aug 2003 20:05:12 -0700
Subject: [rt-users] RE: RT-Mailgate not in service?
Message-ID: <339335385F9BD511B73600508BE789A001C12B6D@ebimailsvr>

Wow it worked!!!  I am sooo freaken happy!!!   I'm chipping away till rt 3 works the way I want it to work.

Finally found the answer...

1) Create  "ln -s /opt/rt3/bin/rt-mailgate rt-mailgate" in /etc/smrsh/ dir.
2) Change the "Everyone" group to have access to creating a ticket.


From rbellamy at pteradigm.com  Sun Aug 17 00:53:37 2003
From: rbellamy at pteradigm.com (G. Richard Bellamy)
Date: Sat, 16 Aug 2003 21:53:37 -0700
Subject: [rt-users] RE: RT-Mailgate not in service?
Message-ID: <0FC82FC6709BE34CB9118EE0E252FD2311164E@ehost007.intermedia.net>

> -----Original Message-----
> From: JChen at paymentone.com [mailto:JChen at paymentone.com] 
>
> For emails sent to a queue called "helpdesk"  I would need to 
> create an helpdesk account and leave rt3 account for queue 
> "general" right?

Your fix, creating a symlink to rt-mailgate in the smrsh directory, and
having the "Everyone" permissions correct, should work for any alias.
So, for the helpdesk at chaching.org and helpdesk-comment at chaching.org
addys you would add the following to /etc/aliases (watch the wrap):

helpdesk: "|/opt/rt3/bin/rt-mailgate --queue helpdesk --action
correspond --url http://chaching.org/"
helpdesk-comment: "|/opt/rt3/bin/rt-mailgate --queue helpdesk --action
comment --url http://chaching.org/"


From tzoeteman at cwlab.com  Sun Aug 17 03:35:00 2003
From: tzoeteman at cwlab.com (tony zoeteman)
Date: Sun, 17 Aug 2003 02:35:00 -0500
Subject: [rt-users] changing $rtname
Message-ID: <3F3F3024.2070309@cwlab.com>

there have been warnings about changing $rtname.  over the past months 
there have also been questions about how to fix issues after one changes 
$rtname yet not a single answer that i could find.  any new list users 
that have tacked this issue as i am about to and would love some support?

i love the system but feel that this string should not be used for 
sorting tickets, just the numbers.

thanks
--
tony



From rbellamy at pteradigm.com  Sun Aug 17 04:48:59 2003
From: rbellamy at pteradigm.com (G. Richard Bellamy)
Date: Sun, 17 Aug 2003 01:48:59 -0700
Subject: [rt-users] Bogus Autocreated watcher
Message-ID: <0FC82FC6709BE34CB9118EE0E252FD23111651@ehost007.intermedia.net>

Some more information:

The Cc watcher does not show up in the "Display" view of the ticket, but
does in the "People" view.

Anybody have some educated idea how I can fix this? It's not such a huge
deal to go through and bulk remove these watchers, but I can see it
becoming burdensome when the ticket flow goes into production.

If someone could give me some idea of where I would look in
/opt/rt3/lib/RT/Interface/Email.pm (RT::Interface::Email::Gateway), I
would appreciate the guidance.

Thanks.


From rbellamy at pteradigm.com  Sun Aug 17 05:05:11 2003
From: rbellamy at pteradigm.com (G. Richard Bellamy)
Date: Sun, 17 Aug 2003 02:05:11 -0700
Subject: [rt-users] Bogus Autocreated watcher
Message-ID: <0FC82FC6709BE34CB9118EE0E252FD23111652@ehost007.intermedia.net>

Perhaps....

Set($CanonicalizeEmailAddressMatch   , 'support.domain.org$');
Set($CanonicalizeEmailAddressReplace , 'domain.org');

Should be....

Set($CanonicalizeEmailAddressMatch   , 'support\.domain\.org$');
Set($CanonicalizeEmailAddressReplace , 'ncmahelp\.org');

I'm new to perl and regular expressions have always been a foreign
language to me. So I'm kinda shootin in the dark here. But I seem to
remember that the period (".") is a special character, meaning "any
character (except \n newline)".

Thanks.


From jesse at bestpractical.com  Sun Aug 17 12:28:50 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 17 Aug 2003 12:28:50 -0400
Subject: [rt-users] changing $rtname
In-Reply-To: <3F3F3024.2070309@cwlab.com>
References: <3F3F3024.2070309@cwlab.com>
Message-ID: <20030817162850.GM10198@fsck.com>



On Sun, Aug 17, 2003 at 02:35:00AM -0500, tony zoeteman wrote:
> there have been warnings about changing $rtname.  over the past months 
> there have also been questions about how to fix issues after one changes 
> $rtname yet not a single answer that i could find.  any new list users 
> that have tacked this issue as i am about to and would love some support?
> 
> i love the system but feel that this string should not be used for 
> sorting tickets, just the numbers.


Then you're going to have a very hard time the first time your RT
instance exchanges mail with another RT instance..

> thanks
> --
> tony
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 naveen at dtiserv2.com  Sun Aug 17 19:06:40 2003
From: naveen at dtiserv2.com (Naveen Nathan)
Date: Sun, 17 Aug 2003 16:06:40 -0700
Subject: [rt-users] Rewrite URLs
Message-ID: <00c401c36514$37d604f0$eb0aa8c0@naveennathan>

I was wondering if anyone has by any chance to have a mod_rewrite directive to rewrite a URL to see a ticket #. E.g. rt.whatever.com/### and it goes straight to the page of the ticket. But since you got to authenticate first, I'm not sure if it'll work well. I noly just setup RT3, so I'm not ready to mess wtih settings of my webserver, but i'm just curious if its in effect. 

Thanks,
Naveen Nathan
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From djford at ppol.com.au  Sun Aug 17 21:05:03 2003
From: djford at ppol.com.au (David Ford)
Date: Mon, 18 Aug 2003 10:35:03 +0930
Subject: [rt-users] Viewing Ticket with relationships
Message-ID: <000001c36524$cb5529d0$4501a8c0@DaveNB>

Hello all, 

		Im sending this email in the hope that someone can help
me.

         We have recently set up an installation of rt3-0-4 on RH 9, and
have problems viewing tickets that have any relationships setup.
         
         The following occurs when trying to view the ticket
(/Ticket/Display.html?id=4):

error:?
Can't call method "URI" on an undefined value at
/opt/rt3/lib/RT/URI/fsck_com_rt.pm line 238.
context:?
...?

234:?
return $self->loc("ticket #[_1]", $self->Object->Id);
235:?

236:?
}
237:?
else {
238:?
return $self->Object->URI;
239:?
}
240:?
}
241:?

242:?
eval "require RT::URI::fsck_com_rt_Vendor";
...?


code stack:?
/opt/rt3/lib/RT/URI/fsck_com_rt.pm:238
/opt/rt3/lib/RT/Transaction_Overlay.pm:617
/opt/rt3/share/html/Ticket/Elements/ShowTransaction:28
/opt/rt3/share/html/Ticket/Elements/ShowHistory:65
/opt/rt3/share/html/Ticket/Display.html:37
/opt/rt3/share/html/autohandler:163

Does anyone know how to stop this from happening?

Kind Regards, 
David Ford.




From rbellamy at pteradigm.com  Sun Aug 17 23:12:21 2003
From: rbellamy at pteradigm.com (G. Richard Bellamy)
Date: Sun, 17 Aug 2003 20:12:21 -0700
Subject: [rt-users] Viewing Ticket with relationships
Message-ID: <0FC82FC6709BE34CB9118EE0E252FD23111654@ehost007.intermedia.net>

> -----Original Message-----
> From: David Ford [mailto:djford at ppol.com.au] 
> Sent: Sunday, August 17, 2003 6:05 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Viewing Ticket with relationships
-snippage-
> 
>          We have recently set up an installation of rt3-0-4 
> on RH 9, and have problems viewing tickets that have any 
> relationships setup.
-snippage-

I'm interested to hear how this works out for you... I tried RT-3-0-4 on
RH9, and found that, at the time, perl was so broke, I couldn't get it
to work the way I wanted it to without rebuilding Perl & Apache. This
was even after I set the LANG setting to a non-unicode value (tried
en_US, C and a few others). Rebuilding perl & apache, on RH, for me,
became a really daunting task, which I gave up on (the number in
dependent packages, the non-standard installation settings and directory
structure).

I decided to use Debian because I figured they're much less likely to
feel the pressure of market driven release dates (RedHat is about making
money, after all). RT now works like a charm, minus some bugs, which are
fixable or manageable.

Don't get me wrong, I LOVE RedHat for a desktop, I'm just not crazy
about the apparently free hand they've played with their perl distros,
as they seem to have been some sort of broken out-of-the-box at each
release since 7.2.

I also don't have enough experience to be able to use RPM to build,
which I understand to be a really powerful way to deal with some of the
things I've mentioned, so you might look into that.


From iqbala at qwestip.net  Sun Aug 17 23:50:20 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Sun, 17 Aug 2003 23:50:20 -0400 (EDT)
Subject: [rt-users] 100 SELECT queries to display just one ticket
Message-ID: <Pine.GSO.4.30L2.0308172305520.6687-100000@qmail>

Hi All

I noticed when I turned on the mysql log in the mysqld startup script it was
showing  about 100 select commands just to display one ticket.

Has anyone else noticed this ? Is it normal for RT-3-0-4 ? Is that why my RT is
sooooo slow -- about 20+ secs to display one ticket.

I am using Solaris 8 (sparc)/MySQL 4.0.13/Perl 5.8/Apache
1.3.x/mod_perl1/RT 3-0-4

I am also using my-medium.cnf for my 4x450Mhz/4gig system

I added index, as found in rt-users mailing list, for the GroupId and MemberId
column of CachedGroupMembers Table. It seemed to improved it from 35+ secs to
20+ secs for per ticket query

Thanks ahead for any suggestions

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From jesse at bestpractical.com  Mon Aug 18 00:10:26 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 18 Aug 2003 00:10:26 -0400
Subject: [rt-users] 100 SELECT queries to display just one ticket
In-Reply-To: <Pine.GSO.4.30L2.0308172305520.6687-100000@qmail>
References: <Pine.GSO.4.30L2.0308172305520.6687-100000@qmail>
Message-ID: <20030818041026.GO10198@fsck.com>



On Sun, Aug 17, 2003 at 11:50:20PM -0400, Asif Iqbal wrote:
> Hi All
> 
> I noticed when I turned on the mysql log in the mysqld startup script it was
> showing  about 100 select commands just to display one ticket.
> 
> Has anyone else noticed this ? Is it normal for RT-3-0-4 ? Is that why my RT is
> sooooo slow -- about 20+ secs to display one ticket.

There are definitely ways we can cut down on the number of SQL queries
used to display ticket output.  Generally, well-tuned systems don't need
that level of tweaking and when we've worked on customer systems, we've
never needed to resort to that optimization path. 20 seconds for ticket
display implies that there's something wrong with your database config
(where a missing index might count).



> I am using Solaris 8 (sparc)/MySQL 4.0.13/Perl 5.8/Apache
> 1.3.x/mod_perl1/RT 3-0-4
> 
> I am also using my-medium.cnf for my 4x450Mhz/4gig system

I think for mysql's purposes, you really want a hand-tweaked
my-large.cnf. 


> I added index, as found in rt-users mailing list, for the GroupId and MemberId
> column of CachedGroupMembers Table. It seemed to improved it from 35+ secs to
> 20+ secs for per ticket query
> 
> Thanks ahead for any suggestions
> 
> -- 
> Asif Iqbal
> http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
> There's no place like 127.0.0.1
> 
> _______________________________________________
> 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
> 

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


From pdh at snapgear.com  Mon Aug 18 01:48:02 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 18 Aug 2003 15:48:02 +1000
Subject: [rt-users] Rewrite URLs
In-Reply-To: <00c401c36514$37d604f0$eb0aa8c0@naveennathan>
References: <00c401c36514$37d604f0$eb0aa8c0@naveennathan>
Message-ID: <20030818054802.GF612@moreton.com.au>

Naveen Nathan wrote:
> I was wondering if anyone has by any chance to have a mod_rewrite
> directive to rewrite a URL to see a ticket #. E.g. rt.whatever.com/###
> and it goes straight to the page of the ticket.

    <IfModule mod_rewrite.c>
        RewriteEngine On
        RewriteLog /var/log/apache/rewrite.log
        RewriteLogLevel 0
        RewriteRule ^/([0-9]+)$ /Ticket/Display.html?id=$1 [R] [L]
        RewriteRule ^/([^/.]+)$ /Search/Listing.html?ShowQueue=$1 [R] [L]
    </IfModule>

(taken from an rt-users posting eons ago)
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From djford at ppol.com.au  Mon Aug 18 03:58:15 2003
From: djford at ppol.com.au (David Ford)
Date: Mon, 18 Aug 2003 17:28:15 +0930
Subject: [rt-users] Viewing Ticket with relationships
In-Reply-To: <3F407307.6020000@acronis.ru>
Message-ID: <000501c3655e$7b115310$4501a8c0@DaveNB>

>I think this is the fix:
>http://fsck.com/aegis/aegis.cgi?file at chan_menu+project@rt.3.0+change at 54
>        Good luck. Ruslan.


Thanks, but that doesn't appear to fix the problem, we still get an
identical result after swapping the fsck_com_rt.pm for the one in the
tar.gz provided at this page.

If it makes any difference we also get the error below when trying to
perform a search:


error:  Assertion flags == 0 failed: file "Storable.xs", line 2336 at
../../lib/Storable.pm (autosplit into
../../lib/auto/Storable/_freeze.al) line 282.

Stack:
[../../lib/Storable.pm (autosplit into
../../lib/auto/Storable/_freeze.al):282]
[../../lib/Storable.pm (autosplit into
../../lib/auto/Storable/nfreeze.al):270]
[/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm:21]
[/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:507]
[/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:462]
[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:1056], at
/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm line
21
 
context:  ...   
187:  # whether they should generate a full stack trace (confess() and
cluck()) 
188:  # or simply report the caller's package (croak() and carp()),
respectively. 
189:  # confess() and croak() die, carp() and cluck() warn. 
190:   
191:  sub croak { die shortmess @_ } 
192:  sub confess { die longmess @_ } 
193:  sub carp { warn shortmess @_ } 
194:  sub cluck { warn longmess @_ } 
195:   
...   
 
code stack:  /usr/lib/perl5/5.8.0/Carp.pm:191
../../lib/Storable.pm (autosplit into
../../lib/auto/Storable/logcroak.al):66
../../lib/Storable.pm (autosplit into
../../lib/auto/Storable/_freeze.al):283
../../lib/Storable.pm (autosplit into
../../lib/auto/Storable/nfreeze.al):270
/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm:21
/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:507
/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:462
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:1056

Im thinking were going to have to blow away the default perl install and
start again....




From naveen at dtiserv2.com  Mon Aug 18 03:56:48 2003
From: naveen at dtiserv2.com (Naveen Nathan)
Date: Mon, 18 Aug 2003 00:56:48 -0700
Subject: [rt-users] Rewrite URLs
References: <00c401c36514$37d604f0$eb0aa8c0@naveennathan> <20030818054802.GF612@moreton.com.au>
Message-ID: <002d01c3655e$46fc7ff0$0a02a8c0@dellc800>

Cheers.

After you said it was from old archives, I just checked out lists.fsck.com
and noticed the search engine. Thanks for opening eyes :P.

Thanks,
Naveen

----- Original Message ----- 
From: "Phil Homewood" <pdh at snapgear.com>
To: <rt-users at lists.fsck.com>
Sent: Sunday, August 17, 2003 10:48 PM
Subject: Re: [rt-users] Rewrite URLs


> Naveen Nathan wrote:
> > I was wondering if anyone has by any chance to have a mod_rewrite
> > directive to rewrite a URL to see a ticket #. E.g. rt.whatever.com/###
> > and it goes straight to the page of the ticket.
>
>     <IfModule mod_rewrite.c>
>         RewriteEngine On
>         RewriteLog /var/log/apache/rewrite.log
>         RewriteLogLevel 0
>         RewriteRule ^/([0-9]+)$ /Ticket/Display.html?id=$1 [R] [L]
>         RewriteRule ^/([^/.]+)$ /Search/Listing.html?ShowQueue=$1 [R] [L]
>     </IfModule>
>
> (taken from an rt-users posting eons ago)
> -- 
> Phil Homewood, Systems Janitor, http://www.SnapGear.com
> pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
> SnapGear - Custom Embedded Solutions and Security Appliances
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>



From cubic at acronis.ru  Mon Aug 18 04:19:31 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Mon, 18 Aug 2003 12:19:31 +0400
Subject: [rt-users] Viewing Ticket with relationships
In-Reply-To: <000501c3655e$7b115310$4501a8c0@DaveNB>
References: <000501c3655e$7b115310$4501a8c0@DaveNB>
Message-ID: <3F408C13.2030903@acronis.ru>

It's known bug with perl 5.8.0 that only take effect on RH9.
There is fix for it that would be included in perl 5.8.1 and I think 
Storable.pm would release new version with workaround soon.
                You also could google archives for this problem.
David Ford wrote:

>>I think this is the fix:
>>http://fsck.com/aegis/aegis.cgi?file at chan_menu+project@rt.3.0+change at 54
>>       Good luck. Ruslan.
>>    
>>
>
>
>Thanks, but that doesn't appear to fix the problem, we still get an
>identical result after swapping the fsck_com_rt.pm for the one in the
>tar.gz provided at this page.
>
>If it makes any difference we also get the error below when trying to
>perform a search:
>
>
>error:  Assertion flags == 0 failed: file "Storable.xs", line 2336 at
>../../lib/Storable.pm (autosplit into
>../../lib/auto/Storable/_freeze.al) line 282.
>
>Stack:
>[../../lib/Storable.pm (autosplit into
>../../lib/auto/Storable/_freeze.al):282]
>[../../lib/Storable.pm (autosplit into
>../../lib/auto/Storable/nfreeze.al):270]
>[/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm:21]
>[/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:507]
>[/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:462]
>[/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:1056], at
>/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm line
>21
> 
>context:  ...   
>187:  # whether they should generate a full stack trace (confess() and
>cluck()) 
>188:  # or simply report the caller's package (croak() and carp()),
>respectively. 
>189:  # confess() and croak() die, carp() and cluck() warn. 
>190:   
>191:  sub croak { die shortmess @_ } 
>192:  sub confess { die longmess @_ } 
>193:  sub carp { warn shortmess @_ } 
>194:  sub cluck { warn longmess @_ } 
>195:   
>...   
> 
>code stack:  /usr/lib/perl5/5.8.0/Carp.pm:191
>../../lib/Storable.pm (autosplit into
>../../lib/auto/Storable/logcroak.al):66
>../../lib/Storable.pm (autosplit into
>../../lib/auto/Storable/_freeze.al):283
>../../lib/Storable.pm (autosplit into
>../../lib/auto/Storable/nfreeze.al):270
>/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm:21
>/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:507
>/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:462
>/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:1056
>
>Im thinking were going to have to blow away the default perl install and
>start again....
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.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 cubic at acronis.ru  Mon Aug 18 04:36:06 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Mon, 18 Aug 2003 12:36:06 +0400
Subject: [rt-users] Viewing Ticket with relationships
In-Reply-To: <000001c36524$cb5529d0$4501a8c0@DaveNB>
References: <000001c36524$cb5529d0$4501a8c0@DaveNB>
Message-ID: <3F408FF6.2050409@acronis.ru>

Could you send cofiguration for this options? You could change real 
names with abstract, but please save equality of parts.
Set($rtname , "foo.com");
Set($Organization , "foo.com");
And simple mysql request results.
select * from Links where LocalTarget = <problem_ticket_id> or LocalBase 
= <problem_ticket_id>;
You also could change results.
        Best regards. Ruslan.

David Ford wrote:

>Hello all, 
>
>		Im sending this email in the hope that someone can help
>me.
>
>         We have recently set up an installation of rt3-0-4 on RH 9, and
>have problems viewing tickets that have any relationships setup.
>         
>         The following occurs when trying to view the ticket
>(/Ticket/Display.html?id=4):
>
>error: 
>Can't call method "URI" on an undefined value at
>/opt/rt3/lib/RT/URI/fsck_com_rt.pm line 238.
>context: 
>... 
>
>234: 
>return $self->loc("ticket #[_1]", $self->Object->Id);
>235: 
>
>236: 
>}
>237: 
>else {
>238: 
>return $self->Object->URI;
>239: 
>}
>240: 
>}
>241: 
>
>242: 
>eval "require RT::URI::fsck_com_rt_Vendor";
>... 
>
>
>code stack: 
>/opt/rt3/lib/RT/URI/fsck_com_rt.pm:238
>/opt/rt3/lib/RT/Transaction_Overlay.pm:617
>/opt/rt3/share/html/Ticket/Elements/ShowTransaction:28
>/opt/rt3/share/html/Ticket/Elements/ShowHistory:65
>/opt/rt3/share/html/Ticket/Display.html:37
>/opt/rt3/share/html/autohandler:163
>
>Does anyone know how to stop this from happening?
>
>Kind Regards, 
>David Ford.
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.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 jade at vanZoest.com  Mon Aug 18 10:44:33 2003
From: jade at vanZoest.com (Thanh)
Date: Mon, 18 Aug 2003 07:44:33 -0700
Subject: [rt-users] rt::sendmail started generating multiple copies of a ticket
Message-ID: <20030818144433.GD13143@rietveld.vanzoest.com>

Hi,

Has anyone experienced this problem before? I apologize for reposting the same
question if you did but I had some difficulty finding the answer.
 
RT::Sendmail started generating multiple copies of a ticket.  Each mail
has the same ticket number (e.g #1079) and is the exact same message as the one 
previously sent, but appear to be being sent every hour.  

This seem to occur with large attachment.  What may I be doing incorrectly?

I am using RT3, the system is running: Redhat 7.5, Apache 1.27, Mysql 3.23.52.

TY,
Thanh 


From cag at us.ibm.com  Mon Aug 18 12:37:53 2003
From: cag at us.ibm.com (Christian Gilmore)
Date: Mon, 18 Aug 2003 11:37:53 -0500
Subject: [rt-users] mysql privileges for rt_user
Message-ID: <OF5555894A.00001314-ON86256D86.005AC4D5-86256D86.005AF4A8@us.ibm.com>

It seems that our mysql database corrupted a bit when we lost power this 
past Thursday and the mysql privileges for the rt_user have been lost. Can 
someone send me a list of which mysql privileges the rt_user needs?

Thanks,
Christian

----------------------
Christian Gilmore
Technology Leader
GeT Support Application Development
IBM Software Group
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From chuetter at redhat.com  Mon Aug 18 12:43:03 2003
From: chuetter at redhat.com (Christian Huettermann)
Date: 18 Aug 2003 18:43:03 +0200
Subject: [rt-users] Merging tickets - not adding requestors to destination ticket?
Message-ID: <1061224982.3471.126.camel@localhost.localdomain>

Hi,

if i merge a ticket_a from user_a into a ticket_b from user_b, then
user_a is not going to be added as a requestor for ticket_b. Bug,
Feature or problem between chair and keyboard?

Thanks,

/ch

PS: RT 3.0.4. 



From mrz at intelenet.net  Mon Aug 18 13:50:41 2003
From: mrz at intelenet.net (matthew zeier)
Date: Mon, 18 Aug 2003 10:50:41 -0700
Subject: [rt-users] rtfm & stockanswers - the same?
Message-ID: <036301c365b1$3e2477e0$6d180a0a@MRZTP>

Before I go installing RT/FM, is it similiar to StockAnswers in that I can
insert canned responses into a ticket?


--
matthew zeier                        | "Nothing in life is to be feared.
InteleNet Communications, Inc.       |  It is only to be understood."
(949) 784-7904                       |       - Marie Curie



From Rasmus.Brogger at uni-c.dk  Mon Aug 18 13:54:30 2003
From: Rasmus.Brogger at uni-c.dk (Rasmus =?iso-8859-1?Q?Br=F8gger?=)
Date: Mon, 18 Aug 2003 19:54:30 +0200
Subject: [rt-users] mysql privileges for rt_user
In-Reply-To: <OF5555894A.00001314-ON86256D86.005AC4D5-86256D86.005AF4A8@us.ibm.com>
References: <OF5555894A.00001314-ON86256D86.005AC4D5-86256D86.005AF4A8@us.ibm.com>
Message-ID: <20030818175430.GC17316@balder.sektornet.dk>

On Mon, Aug 18, 2003 at 11:37:53AM -0500, Christian Gilmore wrote:
> It seems that our mysql database corrupted a bit when we lost power this 
> past Thursday and the mysql privileges for the rt_user have been lost. Can 
> someone send me a list of which mysql privileges the rt_user needs?
> 
> Thanks,
> Christian
> 
> ----------------------
> Christian Gilmore
> Technology Leader
> GeT Support Application Development
> IBM Software Group

In /path/to/rt/etc/ you have a acl.<dbname> which sets the rt_user
permissions. In the file:
	"GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON
	${RT::DatabaseName}.* TO ${RT::DatabaseUser}
	\@${RT::DatabaseRTHost} IDENTIFIED BY
	'${RT::DatabasePassword}';");

But verify it against your own version of acl.<dbname>.

I would think this i the best way to recover it, since I don't know your
RT version. The statement I posted is for mysql and RT 3.0.4.

/rhb


From jesse at bestpractical.com  Mon Aug 18 14:00:37 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 18 Aug 2003 14:00:37 -0400
Subject: [rt-users] rtfm & stockanswers - the same?
In-Reply-To: <036301c365b1$3e2477e0$6d180a0a@MRZTP>
References: <036301c365b1$3e2477e0$6d180a0a@MRZTP>
Message-ID: <20030818180037.GX10198@fsck.com>



On Mon, Aug 18, 2003 at 10:50:41AM -0700, matthew zeier wrote:
> 
> Before I go installing RT/FM, is it similiar to StockAnswers in that I can
> insert canned responses into a ticket?
 
Among othher things, yes, it has that functionality. There's some
verbiage on the corporate website at http://www.bestpractical.com


> --
> matthew zeier                        | "Nothing in life is to be feared.
> InteleNet Communications, Inc.       |  It is only to be understood."
> (949) 784-7904                       |       - Marie Curie
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 marcus at mediaflex.no  Mon Aug 18 14:23:13 2003
From: marcus at mediaflex.no (Marcus Ramberg)
Date: Mon, 18 Aug 2003 20:23:13 +0200
Subject: [rt-users] rtfm & stockanswers - the same?
In-Reply-To: <20030818180037.GX10198@fsck.com>
References: <036301c365b1$3e2477e0$6d180a0a@MRZTP> <20030818180037.GX10198@fsck.com>
Message-ID: <3F411991.7000704@mediaflex.no>

Jesse Vincent wrote:

>
>On Mon, Aug 18, 2003 at 10:50:41AM -0700, matthew zeier wrote:
>  
>
>>Before I go installing RT/FM, is it similiar to StockAnswers in that I can
>>insert canned responses into a ticket?
>>    
>>
> 
>Among othher things, yes, it has that functionality. There's some
>verbiage on the corporate website at http://www.bestpractical.com
>
>  
>
Is this functionality really in a working state? I can't get RT to 
insert ticket content with current versions.

Marcus

--
This e-mail has been protected by Song Networks' virus-scan service:
http://www.securemail.no



From jesse at bestpractical.com  Mon Aug 18 14:25:46 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 18 Aug 2003 14:25:46 -0400
Subject: [rt-users] rtfm & stockanswers - the same?
In-Reply-To: <3F411991.7000704@mediaflex.no>
References: <036301c365b1$3e2477e0$6d180a0a@MRZTP> <20030818180037.GX10198@fsck.com> <3F411991.7000704@mediaflex.no>
Message-ID: <20030818182546.GY10198@fsck.com>



On Mon, Aug 18, 2003 at 08:23:13PM +0200, Marcus Ramberg wrote:
> >
> >Among othher things, yes, it has that functionality. There's some
> >verbiage on the corporate website at http://www.bestpractical.com
> >
> > 
> >
> Is this functionality really in a working state? I can't get RT to 
> insert ticket content with current versions.

It works here. Are you sure you've set up the apropriate freeform text
custom fields?

	-j


> Marcus
> 
> --
> This e-mail has been protected by Song Networks' virus-scan service:
> http://www.securemail.no
> 

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


From kulm at shadowlink.net  Mon Aug 18 16:03:32 2003
From: kulm at shadowlink.net (Josh)
Date: Mon, 18 Aug 2003 14:03:32 -0600
Subject: [rt-users] Working configuration of RT3 and RTFM
Message-ID: <oprt39z6tlirl96z@mail.shadowlink.net>

Can anyone tell me a configuration of RT3 and RTFM that works 100%?  All 
details would be nice, RT3 version, RTFM version, perl version, apache 
version, mod_perl/other version.

I can't seem to get RTFM working perfectly with my current setup: 4.7- 
RELEASE FreeBSD, Apache 2.0.45, mod_perl 1.99_08-dev, perl 5.8.0

Thanks,

Josh



From mrz at intelenet.net  Mon Aug 18 16:30:15 2003
From: mrz at intelenet.net (matthew zeier)
Date: Mon, 18 Aug 2003 13:30:15 -0700
Subject: [rt-users] rtfm & stockanswers - the same?
References: <036301c365b1$3e2477e0$6d180a0a@MRZTP> <20030818180037.GX10198@fsck.com>
Message-ID: <057801c365c7$88a13770$6d180a0a@MRZTP>

> On Mon, Aug 18, 2003 at 10:50:41AM -0700, matthew zeier wrote:
> >
> > Before I go installing RT/FM, is it similiar to StockAnswers in that I
can
> > insert canned responses into a ticket?
>
> Among othher things, yes, it has that functionality. There's some
> verbiage on the corporate website at http://www.bestpractical.com

Perhaps I'm not doing it correctly.

On Update.html I see:

Search for RTFM articles matching:
Include RTFM article:  <go>

When I type in "maintenance-template" and click "go", the screen refreshes
with an additional copy of my signature in the message body.

I have a customized version of Update.html in local/html/Ticket/Update.html
but a diff doesn't show anything that's significant.



From tzoeteman at cwlab.com  Mon Aug 18 19:39:26 2003
From: tzoeteman at cwlab.com (tony zoeteman)
Date: Mon, 18 Aug 2003 18:39:26 -0500
Subject: [rt-users] changing $rtname
In-Reply-To: <20030817162850.GM10198@fsck.com>
References: <3F3F3024.2070309@cwlab.com> <20030817162850.GM10198@fsck.com>
Message-ID: <3F4163AE.4050208@cwlab.com>

Jesse Vincent wrote:

>
>On Sun, Aug 17, 2003 at 02:35:00AM -0500, tony zoeteman wrote:
>  
>
>>there have been warnings about changing $rtname.  over the past months 
>>there have also been questions about how to fix issues after one changes 
>>$rtname yet not a single answer that i could find.  any new list users 
>>that have tacked this issue as i am about to and would love some support?
>>
>>i love the system but feel that this string should not be used for 
>>sorting tickets, just the numbers.
>>    
>>
>
>
>Then you're going to have a very hard time the first time your RT
>instance exchanges mail with another RT instance..
>  
>
this was easy to accomplish.  after studying the database i only had to 
modify the Transaction Table to replace the old string with my new one.  
then changing $rtname in the config file and everything works fine.

this should be in the manual
--
tony



From jesse at bestpractical.com  Mon Aug 18 20:47:30 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 18 Aug 2003 20:47:30 -0400
Subject: [rt-users] changing $rtname
In-Reply-To: <3F4163AE.4050208@cwlab.com>
References: <3F3F3024.2070309@cwlab.com> <20030817162850.GM10198@fsck.com> <3F4163AE.4050208@cwlab.com>
Message-ID: <20030819004730.GZ10198@fsck.com>



On Mon, Aug 18, 2003 at 06:39:26PM -0500, tony zoeteman wrote:
> Jesse Vincent wrote:
> 
> >
> >On Sun, Aug 17, 2003 at 02:35:00AM -0500, tony zoeteman wrote:
> > 
> >
> >>there have been warnings about changing $rtname.  over the past months 
> >>there have also been questions about how to fix issues after one changes 
> >>$rtname yet not a single answer that i could find.  any new list users 
> >>that have tacked this issue as i am about to and would love some support?
> >>
> >>i love the system but feel that this string should not be used for 
> >>sorting tickets, just the numbers.
> >>   
> >>
> >
> >
> >Then you're going to have a very hard time the first time your RT
> >instance exchanges mail with another RT instance..
> > 
> >
> this was easy to accomplish.  after studying the database i only had to 
> modify the Transaction Table to replace the old string with my new one.  
> then changing $rtname in the config file and everything works fine.
> 
> this should be in the manual

But now if anyone replies to an old ticket with the old rtname, a new
ticket will be opened.

> --
> tony
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 rspier at pobox.com  Mon Aug 18 23:37:33 2003
From: rspier at pobox.com (Robert Spier)
Date: Mon, 18 Aug 2003 20:37:33 -0700
Subject: [rt-users] Working configuration of RT3 and RTFM
In-Reply-To: <oprt39z6tlirl96z@mail.shadowlink.net>
References: <oprt39z6tlirl96z@mail.shadowlink.net>
Message-ID: <m3wudapbb6.wl_rspier@pobox.com>

Well, there's the one specified in the documentation, which does not
involve Apache2 or mod_perl 2.

-R

At Mon, 18 Aug 2003 14:03:32 -0600,
Josh wrote:
> Can anyone tell me a configuration of RT3 and RTFM that works 100%?  All 
> details would be nice, RT3 version, RTFM version, perl version, apache 
> version, mod_perl/other version.
> 
> I can't seem to get RTFM working perfectly with my current setup: 4.7- 
> RELEASE FreeBSD, Apache 2.0.45, mod_perl 1.99_08-dev, perl 5.8.0


From wash at wananchi.biz  Tue Aug 19 01:11:37 2003
From: wash at wananchi.biz (ODHIAMBO Washington)
Date: Tue, 19 Aug 2003 08:11:37 +0300
Subject: [rt-users] Working configuration of RT3 and RTFM
In-Reply-To: <oprt39z6tlirl96z@mail.shadowlink.net>
References: <oprt39z6tlirl96z@mail.shadowlink.net>
Message-ID: <20030819051137.GC91658@ns2.wananchi.com>

* Josh <kulm at shadowlink.net> [20030818 23:06]: wrote:
> Can anyone tell me a configuration of RT3 and RTFM that works 100%?  All 
> details would be nice, RT3 version, RTFM version, perl version, apache 
> version, mod_perl/other version.
> 
> I can't seem to get RTFM working perfectly with my current setup: 4.7- 
> RELEASE FreeBSD, Apache 2.0.45, mod_perl 1.99_08-dev, perl 5.8.0


Hello Josh,

I use Apache-2.0.45, mod_perl-1.99_08, perl-5.8.0, MySQL-4.0.13
I am usingg FreeBSD 5.1-RELEASE.

beastie% /usr/local/apache2/bin/httpd -l
Compiled in modules:
  core.c
  prefork.c
  http_core.c
  mod_so.c

My rt is at https://rt3.wananchi.com

It's not in production. We run rt-2.0.15 in production. This RT3 setup is
just for testing and monitoring/testing changes as the developers tweak them.

My Config looks like this:

<VirtualHost *:443>
        DocumentRoot /opt/rt3/share/html
        ServerName rt3.wananchi.com
        AddDefaultCharset UTF-8
        ErrorLog logs/rt3-error.log
        PerlModule Apache2 Apache::compat

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

  <LocationMatch />
   AddHandler perl-script .html
   PerlHandler RT::Mason
  </LocationMatch>
</VirtualHost>



        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 lcs at MIT.EDU  Tue Aug 19 02:59:49 2003
From: lcs at MIT.EDU (Larry Stone)
Date: Tue, 19 Aug 2003 2:59:49 EDT
Subject: [rt-users] changing $rtname
In-Reply-To: Your message of Mon, 18 Aug 2003 20:47:30 -0400
Message-ID: <CMM.0.90.4.1061276389.lcs@defiant.mit.edu>

> > >>there have been warnings about changing $rtname.  over the past months
> > >>there have also been questions about how to fix issues after one changes
> > >>$rtname yet not a single answer that i could find.  any new list users
> > >>that have tacked this issue as i am about to and would love some support?
> > >>
> > this was easy to accomplish.  after studying the database i only had to
> > modify the Transaction Table to replace the old string with my new one.
> > then changing $rtname in the config file and everything works fine.
> >
> But now if anyone replies to an old ticket with the old rtname, a new
> ticket will be opened.

I worked around this when migrating from a pilot-project system where
I'd made a dumb choice of $rtname and wanted to change it.  Here's
the diff (I substituted OldDumbRTname to make it obvious).   When
users reply to old mail with the OldDumbRTname in Subject: it
gets parsed correctly.

    -- Larry

*** ../libraries/lib/RT/EmailParser.pm  Thu Jul  3 19:55:38 2003
--- lib/RT/EmailParser.pm       Thu Jul  3 21:44:09 2003
***************
*** 256,263 ****
  
      my $Subject = shift;
  
!     if ( $Subject =~ s/\[\Q$RT::rtname\E\s+\#(\d+)\s*\]//i ) {
!         my $id = $1;
          $RT::Logger->debug("Found a ticket ID. It's $id");
          return ($id);
      }
--- 256,263 ----
  
      my $Subject = shift;
  
!     if ( $Subject =~ s/\[(OldDumbRTname|\Q$RT::rtname\E)\s+\#(\d+)\s*\]//i ) {
!         my $id = $2;
          $RT::Logger->debug("Found a ticket ID. It's $id");
          return ($id);
      }



From rt at etilizepak.com  Tue Aug 19 03:09:55 2003
From: rt at etilizepak.com (rt)
Date: Tue, 19 Aug 2003 12:09:55 +0500
Subject: [rt-users] error in running RT 3-0-2 with apache2
Message-ID: <20030819070352.M19553@etilizepak.com>

Hi All,

I am running httpd-2.0.47 and mod_perl1.99, I have this in my httpd.conf:

PerlOptions +GlobalRequest

<VirtualHost 192.168.x.x>
    ServerName your.rt.server.hostname
    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
                                                                               
    # this section applies to Apache2+mod_perl2 only
<FilesMatch "\.html$">
        SetHandler perl-script
        PerlHandler RT::Mason
    </FilesMatch>
<LocationMatch "/Attachment/">
        SetHandler perl-script
        PerlHandler RT::Mason
    </LocationMatch>
    <LocationMatch "/REST/">
        SetHandler perl-script
        PerlHandler RT::Mason
    </LocationMatch>
</VirtualHost>

However when i start the apache i got the following errors:

[Tue Aug 19 11:28:00 2003] [error] Global $r object is not available. Set:
PerlOptions +GlobalRequest in httpd.conf at
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 579.
Compilation failed in require at (eval 4) line 1.
                                                                                
[Tue Aug 19 11:28:00 2003] [error] Can't load Perl file:
/opt/rt3/bin/webmux.pl for server rt.xyz.com:0, exiting...

Has anybody got any ideas of what's wrong with the configuration.

Sohail



From Philip.Colmer at proquest.co.uk  Tue Aug 19 05:51:31 2003
From: Philip.Colmer at proquest.co.uk (Colmer, Philip)
Date: Tue, 19 Aug 2003 10:51:31 +0100
Subject: [rt-users] Managers and tickets belonging to their staff
Message-ID: <CEEE169F5089F343B3BB2167BE8628C901775420@exchange.private.chadwyck.co.uk>

I've been asked to give a manager permission to see tickets submitted by
staff that report to him.

Can anyone advise me as to the easiest way to implement this? I don't want
to add him as a watcher to the queue because he'd see everything then.
However, the only other way I can see of doing it would be to add him as a
watcher to each ticket, which seems like a very manual process.

Thanks in anticipation.

--Philip

--
Philip Colmer, MBCS CEng CCSE		Tel: 01223 271223
I.T. Manager				Fax: 01223 215513
ProQuest Information & Learning
The Quorum, Barnwell Road, Cambridge, CB5 8SW



From NCain at CapsuleTech.com  Tue Aug 19 06:06:55 2003
From: NCain at CapsuleTech.com (Nicolas John Cain)
Date: Tue, 19 Aug 2003 12:06:55 +0200
Subject: [rt-users] Visibility on issues
Message-ID: <LGEDJLGHLMBKIPBOIMABIEMFCKAA.ncain@capsuletech.com>

hi,

There are a number of people in my company who want to keep aware of issues
being raised through the support system, but don't need to know the dialogue
or resolution that follows.
Is there any way to set up an admin user so that they get the original
request from the requestor, but no other emails? (we're currently using RT2,
but may upgrade soon).

regards,
Nik Cain



From Rasmus.Brogger at uni-c.dk  Tue Aug 19 06:10:57 2003
From: Rasmus.Brogger at uni-c.dk (Rasmus =?iso-8859-1?Q?Br=F8gger?=)
Date: Tue, 19 Aug 2003 12:10:57 +0200
Subject: [rt-users] Visibility on issues
In-Reply-To: <LGEDJLGHLMBKIPBOIMABIEMFCKAA.ncain@capsuletech.com>
References: <LGEDJLGHLMBKIPBOIMABIEMFCKAA.ncain@capsuletech.com>
Message-ID: <20030819101057.GE16476@balder.sektornet.dk>

On Tue, Aug 19, 2003 at 12:06:55PM +0200, Nicolas John Cain wrote:
> hi,
> 
> There are a number of people in my company who want to keep aware of issues
> being raised through the support system, but don't need to know the dialogue
> or resolution that follows.
> Is there any way to set up an admin user so that they get the original
> request from the requestor, but no other emails? (we're currently using RT2,
> but may upgrade soon).
> 
> regards,
> Nik Cain
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 any given queue, create the following scrip:
OnCreate NotifyAdminCcs with template AdminCorrespondence
or
OnCreate NotifyAdminCcs with template Correspondence

Add the manager as admincc for the queue

/rhb


From Rasmus.Brogger at uni-c.dk  Tue Aug 19 06:17:19 2003
From: Rasmus.Brogger at uni-c.dk (Rasmus =?iso-8859-1?Q?Br=F8gger?=)
Date: Tue, 19 Aug 2003 12:17:19 +0200
Subject: [rt-users] Managers and tickets belonging to their staff
In-Reply-To: <CEEE169F5089F343B3BB2167BE8628C901775420@exchange.private.chadwyck.co.uk>
References: <CEEE169F5089F343B3BB2167BE8628C901775420@exchange.private.chadwyck.co.uk>
Message-ID: <20030819101719.GF16476@balder.sektornet.dk>

On Tue, Aug 19, 2003 at 10:51:31AM +0100, Colmer, Philip wrote:
> I've been asked to give a manager permission to see tickets submitted by
> staff that report to him.
> 
> Can anyone advise me as to the easiest way to implement this? I don't want
> to add him as a watcher to the queue because he'd see everything then.
> However, the only other way I can see of doing it would be to add him as a
> watcher to each ticket, which seems like a very manual process.
> 
> Thanks in anticipation.
> 
> --Philip
> 
> --
> Philip Colmer, MBCS CEng CCSE		Tel: 01223 271223
> I.T. Manager				Fax: 01223 215513
> ProQuest Information & Learning
> The Quorum, Barnwell Road, Cambridge, CB5 8SW
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

You could give him a bookmark based on queue, owner = <staffmembers one
or more>, stauts = <whatever status you want>. It would give him access to see his
staff members tickets.

It would be simple and quick.

/rhb


From NCain at CapsuleTech.com  Tue Aug 19 06:26:28 2003
From: NCain at CapsuleTech.com (Nicolas John Cain)
Date: Tue, 19 Aug 2003 12:26:28 +0200
Subject: [rt-users] Visibility on issues
In-Reply-To: <20030819101057.GE16476@balder.sektornet.dk>
Message-ID: <LGEDJLGHLMBKIPBOIMABIEMHCKAA.ncain@capsuletech.com>

hi,

thanks for the quick reply. I see my problem now, I had scrips for OnComment
and OnCorrespond for AdminCCs as well, which are pretty much superfluous to
my needs really. If I remove them then I'll have my solution.

Thank you very much, sorry for the trivial question, it was simpler than I
imagined :-)

nik


-----Original Message-----
From: Rasmus Br?gger [mailto:Rasmus.Brogger at uni-c.dk]
Sent: Tuesday, August 19, 2003 12:11 PM
To: Nicolas John Cain
Cc: rt-users
Subject: Re: [rt-users] Visibility on issues

On any given queue, create the following scrip:
OnCreate NotifyAdminCcs with template AdminCorrespondence
or
OnCreate NotifyAdminCcs with template Correspondence

Add the manager as admincc for the queue

/rhb



On Tue, Aug 19, 2003 at 12:06:55PM +0200, Nicolas John Cain wrote:
> hi,
>
> There are a number of people in my company who want to keep aware of
issues
> being raised through the support system, but don't need to know the
dialogue
> or resolution that follows.
> Is there any way to set up an admin user so that they get the original
> request from the requestor, but no other emails? (we're currently using
RT2,
> but may upgrade soon).
>
> regards,
> Nik Cain
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 Philip.Colmer at proquest.co.uk  Tue Aug 19 06:37:25 2003
From: Philip.Colmer at proquest.co.uk (Colmer, Philip)
Date: Tue, 19 Aug 2003 11:37:25 +0100
Subject: [rt-users] Managers and tickets belonging to their staff
Message-ID: <CEEE169F5089F343B3BB2167BE8628C901775439@exchange.private.chadwyck.co.uk>

> On Tue, Aug 19, 2003 at 10:51:31AM +0100, Colmer, Philip wrote:
> > I've been asked to give a manager permission to see tickets submitted by
> > staff that report to him.
> >
> > Can anyone advise me as to the easiest way to implement this? I don't
> want
> > to add him as a watcher to the queue because he'd see everything then.
> > However, the only other way I can see of doing it would be to add him as
> a
> > watcher to each ticket, which seems like a very manual process.
> >
> > Thanks in anticipation.
> >
> > --Philip
> >
> > --
> > Philip Colmer, MBCS CEng CCSE		Tel: 01223 271223
> > I.T. Manager				Fax: 01223 215513
> > ProQuest Information & Learning
> > The Quorum, Barnwell Road, Cambridge, CB5 8SW
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 
> You could give him a bookmark based on queue, owner = <staffmembers one
> or more>, stauts = <whatever status you want>. It would give him access to
> see his
> staff members tickets.
> 
> It would be simple and quick.

Unfortunately that doesn't work.

By default, everyone other than the IT Department is unprivileged, and the
bookmark doesn't work at all. If I create a privileged user (with no special
privileges granted), the bookmark still doesn't work, presumably because the
user has no right to see any tickets other than their own.

Also, the drawback to having granted them privileged status is that they are
now in normal RT mode, which means they can create their own searches, which
opens up the potential for them seeing any tickets they like - something I'd
like to avoid if possible.

--Philip



From marcus at mediaflex.no  Tue Aug 19 08:33:21 2003
From: marcus at mediaflex.no (Marcus Ramberg)
Date: Tue, 19 Aug 2003 14:33:21 +0200
Subject: [rt-users] rtfm & stockanswers - the same?
In-Reply-To: <057801c365c7$88a13770$6d180a0a@MRZTP>
References: <036301c365b1$3e2477e0$6d180a0a@MRZTP> <20030818180037.GX10198@fsck.com> <057801c365c7$88a13770$6d180a0a@MRZTP>
Message-ID: <3F421911.5050309@mediaflex.no>

matthew zeier wrote:

>Perhaps I'm not doing it correctly.
>
>On Update.html I see:
>
>Search for RTFM articles matching:
>Include RTFM article:  <go>
>
>When I type in "maintenance-template" and click "go", the screen refreshes
>with an additional copy of my signature in the message body.
>  
>
I see the same behaviour. Also, RT bombs out on me when I try to click 
'links' on the ticket after doing this. Jesse, I have a SingleText 
custom field where my content go.  FreeFormSingle doesn't seem 
apropriate for this? Is that what I should have used?

Marcus



From jbaggen at ip2.nl  Tue Aug 19 09:30:00 2003
From: jbaggen at ip2.nl (Jan Baggen)
Date: Tue, 19 Aug 2003 15:30:00 +0200
Subject: [rt-users] selfservice showticket
Message-ID: <004001c36655$fdc0cc30$0101a8c0@pc01>

We use RT 2.0.15 and created a non privileged user. This
user should be able to create and see their own tickets
created trough the RT selfservice.

The user rights we have setup according to the 
documentation:

Everyone: CreateTicket,ReplyToTicket,SeeQueue
Requestor: ShowTicket

The user is able to create tickets but the selfservice
doesn't show the user's tickets and when you request
the ticker number in 'go to' you get access denied.

I'm not the only one having this problem, but several
fixes posted in the mailinglist didn't fix my problem.

-jan



From emile at exinet.co.za  Tue Aug 19 09:43:56 2003
From: emile at exinet.co.za (Emile Coetzee)
Date: Tue, 19 Aug 2003 15:43:56 +0200
Subject: [rt-users] Comments duplicated as attachments
Message-ID: <017e01c36657$f07b82c0$c80110ac@emile>

In all my comments and replies on the RT web interface there is a link:
Download (untitled) which contains the comment or reply. Is this normal
behaviour? Can i turn it off? This happens regardless of whether i comment
via web or email.

Red Hat 7.3
RT 3.0.4
Perl 5.6.1 *
MySQL 3.23.49 *

Regards
Emile
* Yes, Yes upgrade is in the pipeline ;)

---------------------------------------
Emile Coetzee
System Administrator
ExiNet/Eduflex
Tel: +27 21 448 4678
Fax: +27 21 448 4620
Cell: 082 3312160
www.exinet.co.za




From mlelstv at dev.de.cw.net  Tue Aug 19 09:53:51 2003
From: mlelstv at dev.de.cw.net (Michael van Elst)
Date: Tue, 19 Aug 2003 15:53:51 +0200
Subject: [rt-users] Comments duplicated as attachments
In-Reply-To: <017e01c36657$f07b82c0$c80110ac@emile>
References: <017e01c36657$f07b82c0$c80110ac@emile>
Message-ID: <20030819135351.GA43517@sv1.dev.de.cw.net>

On Tue, Aug 19, 2003, Emile Coetzee wrote:

> In all my comments and replies on the RT web interface there is a link:
> Download (untitled) which contains the comment or reply. Is this normal
> behaviour? Can i turn it off? This happens regardless of whether i comment
> via web or email.

The link is not in the comment or reply but in the web interface.

The comment or reply that you see in the web interface is a reformatted
version of the original data.

For every attachment (including the main body of the mail) there is
such a link that lets you download the _original_ data.


-- 
    ,eM""=.            a"-.                         Michael van Elst
   dWWMWM" -          :GM==;                        mlelstv at dev.de.cw.net
  :WWMWMw=--.          "W='  cable & wireless
   9WWMm==-.
    "-Wmw-"  CABLE & WIRELESS


From emile at exinet.co.za  Tue Aug 19 10:09:49 2003
From: emile at exinet.co.za (Emile Coetzee)
Date: Tue, 19 Aug 2003 16:09:49 +0200
Subject: [rt-users] Comments duplicated as attachments
In-Reply-To: <20030819135351.GA43517@sv1.dev.de.cw.net>
Message-ID: <018301c3665b$8dba9be0$c80110ac@emile>

>The link is not in the comment or reply but in the web interface.
Correct i probably didn't make myself clear enough. I only see the Download
(untitled)
in the web interface.

>For every attachment (including the main body of the mail) there is
>such a link that lets you download the _original_ data.
So is this a duplicate of just another way of looking at the data?
In other words does this take up additional space in my DB?
And I'd still like to turn this off?

Cheers
Emile



From mlelstv at dev.de.cw.net  Tue Aug 19 10:26:15 2003
From: mlelstv at dev.de.cw.net (Michael van Elst)
Date: Tue, 19 Aug 2003 16:26:15 +0200
Subject: [rt-users] Comments duplicated as attachments
In-Reply-To: <018301c3665b$8dba9be0$c80110ac@emile>
References: <20030819135351.GA43517@sv1.dev.de.cw.net> <018301c3665b$8dba9be0$c80110ac@emile>
Message-ID: <20030819142615.GA46575@sv1.dev.de.cw.net>

On Tue, Aug 19, 2003, Emile Coetzee wrote:

> So is this a duplicate of just another way of looking at the data?

It is just another way of looking at the data. In fact, it is the
way to look at the _original_ data instead of the reformatted version
that you see in the user interface.

> In other words does this take up additional space in my DB?

It does not take up any space in your DB. The reformatting is done
on the fly. The result is only displayed but not stored.

> And I'd still like to turn this off?

You would have to modify html/Ticket/Elements/ShowTransaction (you
can override this file without modifying it, see HTML::Mason documentation
for details).

You probably want to add some smartness. Most regular attachments are
non-text and cannot be displayed in the user interface. A Download link
there is absolutely necessary.

Since even the main body of a mail could be non-text you cannot simply
remove the link for it but need to distinguish between content that is
displayed and content that is not. But then, there might be content that
is displayed but not correctly and where you want the Download link to
get to the original data.

My advise is to keep the download link.

Greetings,
-- 
    ,eM""=.            a"-.                         Michael van Elst
   dWWMWM" -          :GM==;                        mlelstv at dev.de.cw.net
  :WWMWMw=--.          "W='  cable & wireless
   9WWMm==-.
    "-Wmw-"  CABLE & WIRELESS


From Michael.Liebman at mtvstaff.com  Tue Aug 19 10:31:00 2003
From: Michael.Liebman at mtvstaff.com (Liebman, Michael)
Date: Tue, 19 Aug 2003 10:31:00 -0400
Subject: [rt-users] Comments duplicated as attachments
Message-ID: <F5A19CDCBA60D31199E7009027AA458001E640F2@mtv_noc.viacom.com>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20030819/313bebed/attachment.htm>

From emile at exinet.co.za  Tue Aug 19 10:29:49 2003
From: emile at exinet.co.za (Emile Coetzee)
Date: Tue, 19 Aug 2003 16:29:49 +0200
Subject: [rt-users] Comments duplicated as attachments
In-Reply-To: <20030819142615.GA46575@sv1.dev.de.cw.net>
Message-ID: <018c01c3665e$5951adf0$c80110ac@emile>

>It does not take up any space in your DB. The reformatting is done
>on the fly. The result is only displayed but not stored.
In that case it can stay :) I'm not going to go hacking away 
at any more code than i need to.

Cheers
Emile




From mrz at intelenet.net  Tue Aug 19 12:20:09 2003
From: mrz at intelenet.net (matthew zeier)
Date: Tue, 19 Aug 2003 09:20:09 -0700
Subject: [rt-users] rt3 missing "take" function?
Message-ID: <005f01c3666d$c43ce760$6d180a0a@MRZTP>

Maybe my eyes don't see it - on rt2 there's a link to "take" a ticket.  On
rt3, I don't seem to see that link.  Anyone know how to add it back?


--
matthew zeier                        | "Nothing in life is to be feared.
InteleNet Communications, Inc.       |  It is only to be understood."
(949) 784-7904                       |       - Marie Curie



From Michael.Liebman at mtvstaff.com  Tue Aug 19 12:30:11 2003
From: Michael.Liebman at mtvstaff.com (Liebman, Michael)
Date: Tue, 19 Aug 2003 12:30:11 -0400
Subject: [rt-users] rt3 missing "take" function?
Message-ID: <F5A19CDCBA60D31199E7009027AA458001E640F3@mtv_noc.viacom.com>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20030819/87e48f51/attachment.htm>

From scott at cae.com  Tue Aug 19 13:33:52 2003
From: scott at cae.com (Scott Hebert)
Date: Tue, 19 Aug 2003 13:33:52 -0400
Subject: [rt-users] Problems with Word Documents as Attachments
Message-ID: <69F1436AA435D7118EE1009027B0FF3A862B06@caemsx02.cae.ca>

Hi,

I have some tickets which have Word Documents as attachments. With some
tickets, if I click on the link to open the attachment in IE, Word opens BUT
with the RT login screen. I am logged into RT at the time.

If I use Netscape, all is fine.

The attachments are named "MST Core Product Support #115.doc".

I'm running RT 3.0.4.

Thanks,

SH





From jesse at bestpractical.com  Tue Aug 19 13:38:09 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 19 Aug 2003 13:38:09 -0400
Subject: [rt-users] Problems with Word Documents as Attachments
In-Reply-To: <69F1436AA435D7118EE1009027B0FF3A862B06@caemsx02.cae.ca>
References: <69F1436AA435D7118EE1009027B0FF3A862B06@caemsx02.cae.ca>
Message-ID: <20030819173809.GH10198@fsck.com>

If you save to disk, does it work correctly? It sounds like a different
application without access to your cookies is trying to load the
document.


On Tue, Aug 19, 2003 at 01:33:52PM -0400, Scott Hebert wrote:
> Hi,
> 
> I have some tickets which have Word Documents as attachments. With some
> tickets, if I click on the link to open the attachment in IE, Word opens BUT
> with the RT login screen. I am logged into RT at the time.
> 
> If I use Netscape, all is fine.
> 
> The attachments are named "MST Core Product Support #115.doc".
> 
> I'm running RT 3.0.4.
> 
> Thanks,
> 
> SH
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 mrz at intelenet.net  Tue Aug 19 13:50:22 2003
From: mrz at intelenet.net (matthew zeier)
Date: Tue, 19 Aug 2003 10:50:22 -0700
Subject: [rt-users] cap letters appearing as html links - rt3.0.5
Message-ID: <029d01c3667a$5ccb81b0$6d180a0a@MRZTP>

I'm noticing that any capital words (IP, ICMP) in tickets are appear as
clickable-links.  By design?


--
matthew zeier                        | "Nothing in life is to be feared.
InteleNet Communications, Inc.       |  It is only to be understood."
(949) 784-7904                       |       - Marie Curie



From derek at csolve.net  Tue Aug 19 13:51:57 2003
From: derek at csolve.net (Derek Buttineau)
Date: Tue, 19 Aug 2003 13:51:57 -0400
Subject: [rt-users] rt3 missing "take" function?
In-Reply-To: <005f01c3666d$c43ce760$6d180a0a@MRZTP>
References: <005f01c3666d$c43ce760$6d180a0a@MRZTP>
Message-ID: <3F4263BD.1030000@csolve.net>

If you're talking about the Take link that was in the Search Listing 
result in RT2.. can add that back by editing 
share/html/Search/Elements/TicketRow and 
share/html/Search/Elements/TicketHeader

In TicketRow just replace one of the column entries (or add a new 
column) with:

<B><A 
HREF="<%$RT::WebPath%>/Ticket/Display.html?Action=Take&id=<%$Ticket->Id%>">Take</a></B>

As the content.

Then just edit TicketHeader to make sure the column headings match up 
with the number of columns in your row.

Derek


matthew zeier wrote:

>Maybe my eyes don't see it - on rt2 there's a link to "take" a ticket.  On
>rt3, I don't seem to see that link.  Anyone know how to add it back?
>
>
>--
>matthew zeier                        | "Nothing in life is to be feared.
>InteleNet Communications, Inc.       |  It is only to be understood."
>(949) 784-7904                       |       - Marie Curie
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
>
>  
>

-- 
Regards,

Derek Buttineau
Internet Systems Administrator
Compu-SOLVE Internet Services




From ah3 at mlz.us  Tue Aug 19 13:55:18 2003
From: ah3 at mlz.us (Andy Harrison)
Date: Tue, 19 Aug 2003 13:55:18 -0400 (EDT)
Subject: [rt-users] ticket creation error after using migration scripts
In-Reply-To: <20030408015620.GA6531@spacepants.org>
Message-ID: <XFMail.20030819135518.ah3@mlz.us>

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


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
On 08-Apr-2003, Jamie Wilkinson wrote message "Re: [rt-users] ticket creation
error after using migration scrip"
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
> rt3=# select max(id) from tickets;
>  max
> -----
>  365
> (1 row)
>      
> rt3=# select setval('tickets_id_seq', 366);
>  setval
> --------
>     366
> (1 row)


FYI, you can instead do:

rt3=# select setval('tickets_id_seq', (select max(id) from tickets)+1);



~~ 
Andy Harrison
(full headers for details)


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

iQCVAwUBP0JkhVPEkLgodAWVAQEqlAP/QlMMMU/+Ac2vlN2s4GGOazmYlx9efXep
9AqBT25O8VSFLVYeSDm4r1DmiGIrCOBsnSVUeSXyLBhyPbOq+IHx3PJ96h54NoBm
/t+RZ0bxLZFlo9k85SwTwnOe4K1kL90wkx95dyyvaq+qpOaC04wj8hVPr4R4P0uA
pu79cA3w9Xo=
=rvR8
-----END PGP SIGNATURE-----


From mrz at intelenet.net  Tue Aug 19 13:58:04 2003
From: mrz at intelenet.net (matthew zeier)
Date: Tue, 19 Aug 2003 10:58:04 -0700
Subject: [rt-users] rt favicon.ico?
Message-ID: <004701c3667b$7011c850$6d180a0a@MRZTP>

Anyone have a favicon.ico for rt?  I'm not an art guy.


--
matthew zeier - "Curiosity is a willing, a proud, an eager confession
of ignorance." - Leonard Rubenstein



From jesse at bestpractical.com  Tue Aug 19 13:59:55 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 19 Aug 2003 13:59:55 -0400
Subject: [rt-users] cap letters appearing as html links - rt3.0.5
In-Reply-To: <029d01c3667a$5ccb81b0$6d180a0a@MRZTP>
References: <029d01c3667a$5ccb81b0$6d180a0a@MRZTP>
Message-ID: <20030819175955.GJ10198@fsck.com>

That sounds like you've installed RTIR and it's hilighting NIC-handles
(or its best guess at them).


On Tue, Aug 19, 2003 at 10:50:22AM -0700, matthew zeier wrote:
> 
> I'm noticing that any capital words (IP, ICMP) in tickets are appear as
> clickable-links.  By design?
> 
> 
> --
> matthew zeier                        | "Nothing in life is to be feared.
> InteleNet Communications, Inc.       |  It is only to be understood."
> (949) 784-7904                       |       - Marie Curie
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 mrz at intelenet.net  Tue Aug 19 14:11:41 2003
From: mrz at intelenet.net (matthew zeier)
Date: Tue, 19 Aug 2003 11:11:41 -0700
Subject: [rt-users] cap letters appearing as html links - rt3.0.5
References: <029d01c3667a$5ccb81b0$6d180a0a@MRZTP> <20030819175955.GJ10198@fsck.com>
Message-ID: <006301c3667d$5744fcf0$6d180a0a@MRZTP>

Interesting.  How do I undo that behavior?  It's guessing incorrectly.

----- Original Message ----- 
From: "Jesse Vincent" <jesse at bestpractical.com>
To: "matthew zeier" <mrz at intelenet.net>
Cc: <rt-users at lists.fsck.com>
Sent: Tuesday, August 19, 2003 10:59 AM
Subject: Re: [rt-users] cap letters appearing as html links - rt3.0.5


> That sounds like you've installed RTIR and it's hilighting NIC-handles
> (or its best guess at them).
>
>
> On Tue, Aug 19, 2003 at 10:50:22AM -0700, matthew zeier wrote:
> >
> > I'm noticing that any capital words (IP, ICMP) in tickets are appear as
> > clickable-links.  By design?
> >
> >
> > --
> > matthew zeier                        | "Nothing in life is to be feared.
> > InteleNet Communications, Inc.       |  It is only to be understood."
> > (949) 784-7904                       |       - Marie Curie
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.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.Liebman at mtvstaff.com  Tue Aug 19 14:24:18 2003
From: Michael.Liebman at mtvstaff.com (Liebman, Michael)
Date: Tue, 19 Aug 2003 14:24:18 -0400
Subject: [rt-users] rt favicon.ico?
Message-ID: <F5A19CDCBA60D31199E7009027AA458001E640F4@mtv_noc.viacom.com>

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From daryl at introspect.net  Tue Aug 19 14:32:55 2003
From: daryl at introspect.net (Daryl G. Jurbala)
Date: Tue, 19 Aug 2003 14:32:55 -0400
Subject: [rt-users] RT 3.0.4/MySQL Slow
Message-ID: <902713D75A418B4B8422C9F861D7E271067811@exchange01.ad.introspect.net>

I know this has been mentioned before, plenty of times, but I'm looking
for a good way to figure out what my issues are and how to resolve them,
or if this is as good as it gets for now with 3.x.

I've got a very small database (135 tickets or so), and it takes over 20
seconds to perform almost any operation.  The CPU is not pegged, there
isn't a lot of disk access, and the VM does nothing else other than run
RT (it's a Debian VM under GSX server).  Similar VMs on the same host
run just fine, so it's not a VM issue.

Daryl G. Jurbala
Introspect.net Consulting
Tel: +1 215 825 8401
Fax: +1 508 526 8500
http://www.introspect.net

PGP Key and Adobe Digital Signature:
http://www.introspect.net/pgp  


From khera at kcilink.com  Tue Aug 19 14:34:48 2003
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 19 Aug 2003 14:34:48 -0400
Subject: [rt-users] rt favicon.ico?
In-Reply-To: <004701c3667b$7011c850$6d180a0a@MRZTP>
References: <004701c3667b$7011c850$6d180a0a@MRZTP>
Message-ID: <16194.28104.362131.569714@yertle.int.kciLink.com>

>>>>> "mz" == matthew zeier <mrz at intelenet.net> writes:

mz> Anyone have a favicon.ico for rt?  I'm not an art guy.

Anything wrong with the one it comes with?  See, if you specified your
version, we'd know you're using RT2 and don't have one ;-)



From jesse at bestpractical.com  Tue Aug 19 14:37:04 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 19 Aug 2003 14:37:04 -0400
Subject: [rt-users] rt favicon.ico?
In-Reply-To: <16194.28104.362131.569714@yertle.int.kciLink.com>
References: <004701c3667b$7011c850$6d180a0a@MRZTP> <16194.28104.362131.569714@yertle.int.kciLink.com>
Message-ID: <20030819183704.GP10198@fsck.com>



On Tue, Aug 19, 2003 at 02:34:48PM -0400, Vivek Khera wrote:
> >>>>> "mz" == matthew zeier <mrz at intelenet.net> writes:
> 
> mz> Anyone have a favicon.ico for rt?  I'm not an art guy.
> 
> Anything wrong with the one it comes with?  See, if you specified your
> version, we'd know you're using RT2 and don't have one ;-)

IE can't load favicon.png. It can only take a favicon.ico.

	-jesse

> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 mrz at intelenet.net  Tue Aug 19 14:40:50 2003
From: mrz at intelenet.net (matthew zeier)
Date: Tue, 19 Aug 2003 11:40:50 -0700
Subject: [rt-users] rt favicon.ico?
References: <004701c3667b$7011c850$6d180a0a@MRZTP> <16194.28104.362131.569714@yertle.int.kciLink.com>
Message-ID: <00e401c36681$69efbf80$6d180a0a@MRZTP>

Fair enough.  rt3.  I only asked because:

[Tue Aug 19 09:52:58 2003] [error] [client 10.10.24.103] File does not
exist: /opt/rt3/share/html/favicon.ico

root at help2 (/opt/rt3/) 430> find . -name "*.ico"
root at help2 (/opt/rt3/) 431>



----- Original Message ----- 
From: "Vivek Khera" <khera at kcilink.com>
To: <rt-users at lists.fsck.com>
Sent: Tuesday, August 19, 2003 11:34 AM
Subject: Re: [rt-users] rt favicon.ico?


> >>>>> "mz" == matthew zeier <mrz at intelenet.net> writes:
>
> mz> Anyone have a favicon.ico for rt?  I'm not an art guy.
>
> Anything wrong with the one it comes with?  See, if you specified your
> version, we'd know you're using RT2 and don't have one ;-)
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 bill at daze.net  Tue Aug 19 18:25:11 2003
From: bill at daze.net (bill at daze.net)
Date: Tue, 19 Aug 2003 15:25:11 -0700 (PDT)
Subject: [rt-users] Re: rt favicon.ico?
Message-ID: <20030819151725.S39114-100000@droid.daze.net>

> Anyone have a favicon.ico for rt?  I'm not an art guy.

I haven't looked into where it comes from, however our installation of RT3
automatically shows a favicon of a black box with a red checkmark through
it.

Aha, in the Header template I see:

<link rel="shortcut icon" href="<%$RT::WebImagesURL%>/favicon.png"
type="image/png">

So there you go.  You can find RT's official favicon in your images
directory.

--
Spam Trap Mail Key: ASK and you shall receive



From binand at gmx.net  Tue Aug 19 22:11:25 2003
From: binand at gmx.net (Binand Sethumadhavan)
Date: Tue, 19 Aug 2003 22:11:25 -0400
Subject: [rt-users] Postgres Crash! Need help on recovery
Message-ID: <20030820021125.GA15659@zeus.cysphere.com>

Hi,

My RT 2.0.15 is down since yesterday. When I try any query in the database
from the table attachments, I get:

tickets=# select * from attachments;
ERROR:  cannot open attachments_pkey: No such file or directory

Also, this query came up with duplicates, for 884 < id < 908 (my current
id sequence is at 11533).

tickets=# select * from (select count(id) as q, id from attachments group by
id) as foo where q > 1;

Database is postgres 7.2.3 (RHDB 2.1), running on Redhat 7.3 (fully up2dated).

I need some help on recovering my RT installation. I guess I can dump the
database one table at a time and recreate elsewhere, but what do I do for
the attachments table? Can I drop the primary key for attachments table
(temporarily, till I pg_dump the data)? ALTER TABLE DROP PRIMARY KEY doesn't
work. I can get a newer version of postgres installed, if needed.

TIA,

Binand



From apseyed at bu.edu  Tue Aug 19 22:21:14 2003
From: apseyed at bu.edu (Patrice Seyed)
Date: Tue, 19 Aug 2003 22:21:14 -0400
Subject: [rt-users] rt install / perl_mod apache compilation (cpan)
Message-ID: <008a01c366c1$baeb2600$b284299b@genetics309>

(if this is a repeat, disregard, not sure if it was received)
 
On Redhat 9 and the install docs for rt, I got stopped where CPAN
wouldn't install 2 modules..
 
# perl sbin/rt-test-dependencies --with-mysql --with-modperl1
*modperl 1.99 is install with redhat 9
 
Modules that won't install properly:
Log::Dispatch
Apache::Request
 
CPAN.pm: Going to build J/JO/JOESUF/libapreq-1.2.tar.gz
mod_perl 1.x ( < 1.99) is required at Makefile.PL line 29.
BEGIN failed--compilation aborted at Makefile.PL line 31.
Running make test
  Make had some problems, maybe interrupted? Won't test
Running make install
  Make had some problems, maybe interrupted? Won't install
 
Apache:Request complained diffrerently but mostly compile errors..
 
I can't sidestep this since it breaks make install / make
initialize-database
Anyone else experience this? Workaround? 
 
/Patrice Seyed
Computer Systems Administrator
Genetics Program - Boston U. School of Medicine
 
 
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From jesse at bestpractical.com  Tue Aug 19 22:41:32 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 19 Aug 2003 22:41:32 -0400
Subject: [rt-users] cap letters appearing as html links - rt3.0.5
In-Reply-To: <006301c3667d$5744fcf0$6d180a0a@MRZTP>
References: <029d01c3667a$5ccb81b0$6d180a0a@MRZTP> <20030819175955.GJ10198@fsck.com> <006301c3667d$5744fcf0$6d180a0a@MRZTP>
Message-ID: <20030820024132.GI13845@fsck.com>

Remove RTIR or edit its Transaction related callbacks


On Tue, Aug 19, 2003 at 11:11:41AM -0700, matthew zeier wrote:
> Interesting.  How do I undo that behavior?  It's guessing incorrectly.
> 
> ----- Original Message ----- 
> From: "Jesse Vincent" <jesse at bestpractical.com>
> To: "matthew zeier" <mrz at intelenet.net>
> Cc: <rt-users at lists.fsck.com>
> Sent: Tuesday, August 19, 2003 10:59 AM
> Subject: Re: [rt-users] cap letters appearing as html links - rt3.0.5
> 
> 
> > That sounds like you've installed RTIR and it's hilighting NIC-handles
> > (or its best guess at them).
> >
> >
> > On Tue, Aug 19, 2003 at 10:50:22AM -0700, matthew zeier wrote:
> > >
> > > I'm noticing that any capital words (IP, ICMP) in tickets are appear as
> > > clickable-links.  By design?
> > >
> > >
> > > --
> > > matthew zeier                        | "Nothing in life is to be feared.
> > > InteleNet Communications, Inc.       |  It is only to be understood."
> > > (949) 784-7904                       |       - Marie Curie
> > >
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.fsck.com
> > > http://lists.fsck.com/mailman/listinfo/rt-users
> > >
> > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> > >
> >
> > -- 
> > http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
> >
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

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


From Jeff.Hodge at yuma.army.mil  Tue Aug 19 22:48:44 2003
From: Jeff.Hodge at yuma.army.mil (Hodge, Jeff F (ECIII))
Date: Tue, 19 Aug 2003 19:48:44 -0700
Subject: [rt-users] rt install / perl_mod apache compilation (cpan)
Message-ID: <DB72D058EA4AD511A89500B0D0D1045A07485138@yuma-exch1.yuma.army.mil>

you need to install apache::test before libapreq will install.  It is a
prequisite for apache::request (libaprereq).  Use cpan
 
perl -MCPAN -eshell
install Apache::Test
 
 
># perl sbin/rt-test-dependencies --with-mysql --with-modperl1
 
use should use: perl sbin/rt-test-dependencies --with-mysql --with-modperl2 
for mod perl 2 
 
*note* it seems a lot of people are having trouble with the modperl 1.99 so
you should think about using apache 1.3x and mod perl 1x or you'll prob have
a lot of trouble Also red hat 9 had some issues too.  (FYI)
-----Original Message-----
From: Patrice Seyed [mailto:apseyed at bu.edu]
Sent: Tuesday, August 19, 2003 7:21 PM
To: rt-users at lists.fsck.com
Cc: 'Patrice Seyed'
Subject: [rt-users] rt install / perl_mod apache compilation (cpan)


(if this is a repeat, disregard, not sure if it was received)
 
On Redhat 9 and the install docs for rt, I got stopped where CPAN wouldn't
install 2 modules..
 
# perl sbin/rt-test-dependencies --with-mysql --with-modperl1
*modperl 1.99 is install with redhat 9
 
Modules that won't install properly:
Log::Dispatch
Apache::Request
 
CPAN.pm: Going to build J/JO/JOESUF/libapreq-1.2.tar.gz
mod_perl 1.x ( < 1.99) is required at Makefile.PL line 29.
BEGIN failed--compilation aborted at Makefile.PL line 31.
Running make test
  Make had some problems, maybe interrupted? Won't test
Running make install
  Make had some problems, maybe interrupted? Won't install
 
Apache:Request complained diffrerently but mostly compile errors..
 
I can't sidestep this since it breaks make install / make
initialize-database
Anyone else experience this? Workaround? 
 
/Patrice Seyed
Computer Systems Administrator
Genetics Program - Boston U. School of Medicine
 
 
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From bill at daze.net  Wed Aug 20 00:41:12 2003
From: bill at daze.net (bill at daze.net)
Date: Tue, 19 Aug 2003 21:41:12 -0700 (PDT)
Subject: [rt-users] Re: rt favicon.ico?
In-Reply-To: <20030820024504.22091.81905.Mailman@pallas.eruditorum.org>
Message-ID: <20030819213921.P43233-100000@droid.daze.net>

> IE can't load favicon.png. It can only take a favicon.ico.

Never noticed, but then again, I only use Mozilla with RT.  The tabbed
interface works wonders with RT.



From jesse at bestpractical.com  Wed Aug 20 01:35:08 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 20 Aug 2003 05:35:08 -0000
Subject: [rt-users] [rt-announce] RT Developer Training -- 9/26 Boston -- 11/7 SF
Message-ID: <20030819020128.GB10198@fsck.com>

As the creators of RT, Best Practical Solutions, LLC are the acknowledged
leader in RT training. We provide unparalleled instruction in how to get
the most out of RT. Best Practical is pleased to offer its training
program with an intensive one-day developer and administrator training
session taught by the developers who built RT.

This comprehensive session will cover:

	* RT's system architecture
	* A guided tour of the RT source code
	* Extension mechanisms you can use to customize RT
	* How to tie RT into your existing authentication infrastructure
	* Bulding your own tools that talk to the RT backend
	* Automating common procedures
	* Customizing RT's workflow to match your own
	* How to write custom reports based on RT's data

This session will be offered:

	* Boston, MA on Friday, September 26, 2003
	* San Francisco, CA on Friday, November 7, 2003
	
Register now to reserve your seat!  Space is limited.

To reserve a seat, please send mail to training at bestpractical.com.
The cost, including materials, will be $995 USD.   Upon reciept of your
reservation we'll send you an invoice for your tutorial.  If you've
previously indicated your interest in either the Boston or San Francisco,
you should receive an email confirmation within the next several days.

Additionally, we offer private training sessions for interested
organizations. If you would like to schedule a private training session
for your organization's staff, please drop us a line at
training at bestpractical.com.


-- 
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 alesh at sportina.si  Wed Aug 20 02:54:29 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Wed, 20 Aug 2003 08:54:29 +0200
Subject: [rt-users] RT 3.0.4/MySQL Slow
In-Reply-To: <902713D75A418B4B8422C9F861D7E271067811@exchange01.ad.introspect.net>
Message-ID: <00c501c366e7$eaa2c440$0201a8c0@OMNIBOOK>

Which mysql version? Which my.cnf? Did you apply the "extra" indexes?

A.

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Daryl G. Jurbala
Sent: Tuesday, August 19, 2003 8:33 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] RT 3.0.4/MySQL Slow


I know this has been mentioned before, plenty of times, but I'm looking
for a good way to figure out what my issues are and how to resolve them,
or if this is as good as it gets for now with 3.x.

I've got a very small database (135 tickets or so), and it takes over 20
seconds to perform almost any operation.  The CPU is not pegged, there
isn't a lot of disk access, and the VM does nothing else other than run
RT (it's a Debian VM under GSX server).  Similar VMs on the same host
run just fine, so it's not a VM issue.

Daryl G. Jurbala
Introspect.net Consulting
Tel: +1 215 825 8401
Fax: +1 508 526 8500
http://www.introspect.net

PGP Key and Adobe Digital Signature:
http://www.introspect.net/pgp  
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 lists at itsecurity3.its.uiowa.edu  Wed Aug 20 08:56:48 2003
From: lists at itsecurity3.its.uiowa.edu (Jason Alexander)
Date: Wed, 20 Aug 2003 07:56:48 -0500
Subject: [rt-users] Storable.xs RH9
Message-ID: <3F437010.1070208@itsecurity3.its.uiowa.edu>

So has there been a solution to the storable problem.  Are we supposed 
to be waiting for a patch to storable.  I just checked CPAN website and 
it still shows 2.0.7 as being the latest version.

Is the right answer to use that patch jessie gave us or is there a new
verson of Storable I haven't seen yet

Jason



From apseyed at bu.edu  Wed Aug 20 11:30:35 2003
From: apseyed at bu.edu (Patrice Seyed)
Date: Wed, 20 Aug 2003 11:30:35 -0400
Subject: [rt-users] rt install / perl_mod apache compilation (cpan)
In-Reply-To: <DB72D058EA4AD511A89500B0D0D1045A07485138@yuma-exch1.yuma.army.mil>
Message-ID: <00be01c36730$0034b050$b284299b@genetics309>

What distro and rev. would you recommend building off of? I read
somewhere a dependency of rt  3.x on Perl 5.8 , which isn't support on
rh advanced server 2.1 (which we have a few of). I also found a doc for
building apache/mod_perl on redhat 7.2 which I could follow, but 7.2 is
very old.
 
Any BKMs?
 
-----Original Message-----
From: Hodge, Jeff F (ECIII) [mailto:Jeff.Hodge at yuma.army.mil] 
Sent: Tuesday, August 19, 2003 10:49 PM
To: 'Patrice Seyed'; rt-users at lists.fsck.com
Subject: RE: [rt-users] rt install / perl_mod apache compilation (cpan)
 
you need to install apache::test before libapreq will install.  It is a
prequisite for apache::request (libaprereq).  Use cpan
 
perl -MCPAN -eshell
install Apache::Test
 
 
># perl sbin/rt-test-dependencies --with-mysql --with-modperl1
 
use should use: perl sbin/rt-test-dependencies --with-mysql
--with-modperl2 
for mod perl 2 
 
*note* it seems a lot of people are having trouble with the modperl 1.99
so you should think about using apache 1.3x and mod perl 1x or you'll
prob have a lot of trouble Also red hat 9 had some issues too.  (FYI)
-----Original Message-----
From: Patrice Seyed [mailto:apseyed at bu.edu]
Sent: Tuesday, August 19, 2003 7:21 PM
To: rt-users at lists.fsck.com
Cc: 'Patrice Seyed'
Subject: [rt-users] rt install / perl_mod apache compilation (cpan)
(if this is a repeat, disregard, not sure if it was received)
 
On Redhat 9 and the install docs for rt, I got stopped where CPAN
wouldn't install 2 modules..
 
# perl sbin/rt-test-dependencies --with-mysql --with-modperl1
*modperl 1.99 is install with redhat 9
 
Modules that won't install properly:
Log::Dispatch
Apache::Request
 
CPAN.pm: Going to build J/JO/JOESUF/libapreq-1.2.tar.gz
mod_perl 1.x ( < 1.99) is required at Makefile.PL line 29.
BEGIN failed--compilation aborted at Makefile.PL line 31.
Running make test
  Make had some problems, maybe interrupted? Won't test
Running make install
  Make had some problems, maybe interrupted? Won't install
 
Apache:Request complained diffrerently but mostly compile errors..
 
I can't sidestep this since it breaks make install / make
initialize-database
Anyone else experience this? Workaround? 
 
/Patrice Seyed
Computer Systems Administrator
Genetics Program - Boston U. School of Medicine
 
 
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From scott at cae.com  Wed Aug 20 11:40:30 2003
From: scott at cae.com (Scott Hebert)
Date: Wed, 20 Aug 2003 11:40:30 -0400
Subject: [rt-users] Problems with Word Documents as Attachments
Message-ID: <69F1436AA435D7118EE1009027B0FF3A862B24@caemsx02.cae.ca>

It seems that it is a problem with IE and having Word Attachments with a '#'
in the filename....

Go figure.

Thanks for your help Jesse. Much appreciated.

SH

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com]
Sent: Tuesday, August 19, 2003 1:38 PM
To: Scott Hebert
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Problems with Word Documents as Attachments


If you save to disk, does it work correctly? It sounds like a different
application without access to your cookies is trying to load the
document.


On Tue, Aug 19, 2003 at 01:33:52PM -0400, Scott Hebert wrote:
> Hi,
> 
> I have some tickets which have Word Documents as attachments. With some
> tickets, if I click on the link to open the attachment in IE, Word opens
BUT
> with the RT login screen. I am logged into RT at the time.
> 
> If I use Netscape, all is fine.
> 
> The attachments are named "MST Core Product Support #115.doc".
> 
> I'm running RT 3.0.4.
> 
> Thanks,
> 
> SH
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 ahorn at deorth.org  Wed Aug 20 16:43:45 2003
From: ahorn at deorth.org (ahorn at deorth.org)
Date: Wed, 20 Aug 2003 13:43:45 -0700 (PDT)
Subject: [rt-users] ticket priority field
Message-ID: <Pine.NEB.4.44.0308201341520.10407-100000@slick.sigje.org>

Has anyone ever set RT up so that a customer can set this priority field
when they submit a case ?

Also, I need to map SLA type priorities (1 - 4, 1 being the highest) to RT
priorities (arbitrary number increasing with priority)

Anyone done anything like this ? I have the nice chunk of perl to increase
priorities over time, but this is a little different.

If you haven't done it, do you have any ideas on how to approach it ? I'm
not yet very familiar with the innards of RT. I'm running v2.0.15.

Cheers,

Al




From ahorn at deorth.org  Wed Aug 20 20:02:13 2003
From: ahorn at deorth.org (ahorn at deorth.org)
Date: Wed, 20 Aug 2003 17:02:13 -0700 (PDT)
Subject: [rt-users] More on priorities
Message-ID: <Pine.NEB.4.44.0308201658360.10407-100000@slick.sigje.org>

So, I've added my priority fields as a special set of keywords (I know
this may limit further customisation with the way I want to use it, but
I'm just trying to get this working)

Now what I'd like to do is the following :

1. Add the priority keyword ('severity') box to the selfservice create
   ticket interface
2. Have the ticket creation insert that keyword in a sensible location
3. Have the onsubmit (is that right?) scrip execute code according to the
   submitted priority

Is this doable.. am I smoking crack here and barking up the wrong tree
completely ? :)

Any help or pointers to good customising RT documentation is greatly
appreciated.

Cheers,

Al




From jesse at bestpractical.com  Wed Aug 20 20:41:41 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 20 Aug 2003 20:41:41 -0400
Subject: [rt-users] Storable.xs RH9
In-Reply-To: <3F437010.1070208@itsecurity3.its.uiowa.edu>
References: <3F437010.1070208@itsecurity3.its.uiowa.edu>
Message-ID: <20030821004141.GC13845@fsck.com>



On Wed, Aug 20, 2003 at 07:56:48AM -0500, Jason Alexander wrote:
> So has there been a solution to the storable problem.  Are we supposed 
> to be waiting for a patch to storable.  I just checked CPAN website and 
> it still shows 2.0.7 as being the latest version.

I think that we're all still waiting for AMS to release a new version of
storable that works around this bug in perl.


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


From kulm at shadowlink.net  Wed Aug 20 23:41:31 2003
From: kulm at shadowlink.net (Josh)
Date: Wed, 20 Aug 2003 21:41:31 -0600
Subject: [rt-users] RTFM's include article function
Message-ID: <oprt8kjh1jirl96z@mail.shadowlink.net>

Has anyone ever used RTFM's "include article" funtion?  I'm having troubles 
getting it to work.

Thanks,

Josh



From JChen at paymentone.com  Thu Aug 21 01:35:34 2003
From: JChen at paymentone.com (JChen at paymentone.com)
Date: Wed, 20 Aug 2003 22:35:34 -0700
Subject: [rt-users] RE: Storable.xs RH9
Message-ID: <339335385F9BD511B73600508BE789A001C12B94@ebimailsvr>

Does the storable error show up at random?   I seem able to see it here and there.  I also would like to know how to fix this since I'm using RH9 too.

Well back to tweaking RT 3.0.4...

Jonathan Chen




From apseyed at bu.edu  Thu Aug 21 01:35:06 2003
From: apseyed at bu.edu (Patrice Seyed)
Date: Thu, 21 Aug 2003 01:35:06 -0400
Subject: [rt-users] rt install / perl_mod apache compilation (cpan)
In-Reply-To: <DB72D058EA4AD511A89500B0D0D1045A0748513A@yuma-exch1.yuma.army.mil>
Message-ID: <002901c367a5$fa5783d0$b284299b@genetics309>

I did a fresh install of redhat 8, rpm downgraded from 1.99 to
mod_perl-1.26-5, and after the perl module CPAN installs dep install
command, I see this time there are more modules that errored out:
 
LWP::UserAgent ...MISSING
Apache::Request ...MISSING
WWW::Mechanize ...MISSING
MYSQL dependencies:
        DBD::mysql 2.1018...MISSING
            DBD::mysql version 2.1018 required--this is only version
2.1017 at (eval 159) line 2.
 
When I tried to run them by hand (i.e. perl -MCPAN -e 'install
foo::bar'), they all gave some sort of error msg.
Also, I put mysql at mysql-3.23.52-3, and didn't upgrade to 4.x, which
would require compiling from source (trying to stay with rpms)
 
Any one write a doc on a config setup that works?
Any other ideas?
 
 
-----Original Message-----
From: Jaime Diaz [mailto:JDiaz at esabel.net] 
Sent: Wednesday, August 20, 2003 11:38 AM
To: Patrice Seyed
Subject: RE: [rt-users] rt install / perl_mod apache compilation (cpan)
 
Redhat 8. We couldn't mke it work in Red Hat 9.
 
-----Original Message-----
From: Hodge, Jeff F (ECIII) [mailto:Jeff.Hodge at yuma.army.mil] 
Sent: Wednesday, August 20, 2003 11:31 AM
To: 'Patrice Seyed'
Subject: RE: [rt-users] rt install / perl_mod apache compilation (cpan)
 
yeah.  its the pre release for mod perl 2.   You want to install 1.28...
http://perl.apache.org/download/index.html
-----Original Message-----
From: Patrice Seyed [mailto:apseyed at bu.edu]
Sent: Tuesday, August 19, 2003 9:19 PM
To: 'Hodge, Jeff F (ECIII)'
Subject: RE: [rt-users] rt install / perl_mod apache compilation (cpan)
1.99 is considered perl mod 2 ?
 
-----Original Message-----
From: Hodge, Jeff F (ECIII) [mailto:Jeff.Hodge at yuma.army.mil] 
Sent: Tuesday, August 19, 2003 10:49 PM
To: 'Patrice Seyed'; rt-users at lists.fsck.com
Subject: RE: [rt-users] rt install / perl_mod apache compilation (cpan)
 
you need to install apache::test before libapreq will install.  It is a
prequisite for apache::request (libaprereq).  Use cpan
 
perl -MCPAN -eshell
install Apache::Test
 
 
># perl sbin/rt-test-dependencies --with-mysql --with-modperl1
 
use should use: perl sbin/rt-test-dependencies --with-mysql
--with-modperl2 
for mod perl 2 
 
*note* it seems a lot of people are having trouble with the modperl 1.99
so you should think about using apache 1.3x and mod perl 1x or you'll
prob have a lot of trouble Also red hat 9 had some issues too.  (FYI)
-----Original Message-----
From: Patrice Seyed [mailto:apseyed at bu.edu]
Sent: Tuesday, August 19, 2003 7:21 PM
To: rt-users at lists.fsck.com
Cc: 'Patrice Seyed'
Subject: [rt-users] rt install / perl_mod apache compilation (cpan)
(if this is a repeat, disregard, not sure if it was received)
 
On Redhat 9 and the install docs for rt, I got stopped where CPAN
wouldn't install 2 modules..
 
# perl sbin/rt-test-dependencies --with-mysql --with-modperl1
*modperl 1.99 is install with redhat 9
 
Modules that won't install properly:
Log::Dispatch
Apache::Request
 
CPAN.pm: Going to build J/JO/JOESUF/libapreq-1.2.tar.gz
mod_perl 1.x ( < 1.99) is required at Makefile.PL line 29.
BEGIN failed--compilation aborted at Makefile.PL line 31.
Running make test
  Make had some problems, maybe interrupted? Won't test
Running make install
  Make had some problems, maybe interrupted? Won't install
 
Apache:Request complained diffrerently but mostly compile errors..
 
I can't sidestep this since it breaks make install / make
initialize-database
Anyone else experience this? Workaround? 
 
/Patrice Seyed
Computer Systems Administrator
Genetics Program - Boston U. School of Medicine
 
 
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From mrz at intelenet.net  Thu Aug 21 02:17:09 2003
From: mrz at intelenet.net (matthew zeier)
Date: Wed, 20 Aug 2003 23:17:09 -0700
Subject: [rt-users] rtir mailing list - only "blessed" users?
Message-ID: <00ac01c367ab$dae89510$0a16160a@desktop>

I've been trying to get onto the rtir mailing list but haven't heard back
from the list administrator.  Is this a somewhat closed mailing list?


--
matthew zeier                        | "Nothing in life is to be feared.
InteleNet Communications, Inc.       |  It is only to be understood."
(949) 784-7904                       |       - Marie Curie



From jesse at bestpractical.com  Thu Aug 21 02:30:15 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 21 Aug 2003 02:30:15 -0400
Subject: [rt-users] rtir mailing list - only "blessed" users?
In-Reply-To: <00ac01c367ab$dae89510$0a16160a@desktop>
References: <00ac01c367ab$dae89510$0a16160a@desktop>
Message-ID: <20030821063015.GM13845@fsck.com>


On Wed, Aug 20, 2003 at 11:17:09PM -0700, matthew zeier wrote:
> 
> I've been trying to get onto the rtir mailing list but haven't heard back
> from the list administrator.  Is this a somewhat closed mailing list?

It's a somewhat closed list, only for folks running incident response
teals, but it's  also extremely low traffic. Bouncing the administrator
mail off-list is probably a good way to light a fire under my^Hhis pants
to get him to deal with a pending subscription.
 
> --
> matthew zeier                        | "Nothing in life is to be feared.
> InteleNet Communications, Inc.       |  It is only to be understood."
> (949) 784-7904                       |       - Marie Curie
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 naveen at dtiserv2.com  Thu Aug 21 03:20:13 2003
From: naveen at dtiserv2.com (Naveen Nathan)
Date: Thu, 21 Aug 2003 00:20:13 -0700
Subject: [rt-users] More on priorities
References: <Pine.NEB.4.44.0308201658360.10407-100000@slick.sigje.org>
Message-ID: <011d01c367b4$aa00cfe0$d70aa8c0@naveennathan>

I too am interested in priorities.
Right now I'm still figuring out the simple basics of rt3 (after its
installed).

But please do let me how it turns out if you manage to get it started.

----- Original Message -----
From: <ahorn at deorth.org>
To: <rt-users at lists.fsck.com>
Sent: Wednesday, August 20, 2003 5:02 PM
Subject: [rt-users] More on priorities


>
> So, I've added my priority fields as a special set of keywords (I know
> this may limit further customisation with the way I want to use it, but
> I'm just trying to get this working)
>
> Now what I'd like to do is the following :
>
> 1. Add the priority keyword ('severity') box to the selfservice create
>    ticket interface
> 2. Have the ticket creation insert that keyword in a sensible location
> 3. Have the onsubmit (is that right?) scrip execute code according to the
>    submitted priority
>
> Is this doable.. am I smoking crack here and barking up the wrong tree
> completely ? :)
>
> Any help or pointers to good customising RT documentation is greatly
> appreciated.
>
> Cheers,
>
> Al
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 JChen at paymentone.com  Thu Aug 21 08:10:32 2003
From: JChen at paymentone.com (JChen at paymentone.com)
Date: Thu, 21 Aug 2003 05:10:32 -0700
Subject: [rt-users] How to get Transaction template to work?
Message-ID: <339335385F9BD511B73600508BE789A001C12B9C@ebimailsvr>

Hello all,
 
I'm trying to get the feature "transaction" to work whenever the ticket is updated in some ways.   I still have not gotten it to work and would appreciate if you could help me get it to work.  
 
Also what's a good size to set innodb data?   I've set it to 25M and wondered if its good enough to be run on 512 MB of ram.  Here is what I have in my.cnf...
 
 
innodb_data_file_path= ibdata1:25M:autoextend
#set-variable = innodb_buffer_pool_size = 128M
#set-variable = innodb_additional_mem_pool_size=64M
#set-variable = innodb_log_file_size = 64M
#set-variable = innodb_log_buffer_size = 32M
#innodb_flush_log_at_trxcommit=1
 
 
I put a # in front of others because the syntax is wrong some how when following advice from innodb website example.
 
 
Jonathan Chen
 
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From iqbala at qwestip.net  Thu Aug 21 09:46:43 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Thu, 21 Aug 2003 09:46:43 -0400 (EDT)
Subject: [rt-users] RT 3.0.4/MySQL Slow
In-Reply-To: <00c501c366e7$eaa2c440$0201a8c0@OMNIBOOK>
Message-ID: <Pine.GSO.4.30L2.0308210944120.16939-100000@qmail>

Ale

I would be interested to look at the extra indexes as well. Are they posted
somewhere ? I am also considering to switch to my-huge.cnf, one more time -- it crashed once in the
past, as you suggested in an earlier email.

Thanks

On Wed, 20 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:

> Which mysql version? Which my.cnf? Did you apply the "extra" indexes?
>
> A.
>
> -----Original Message-----
> From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
> On Behalf Of Daryl G. Jurbala
> Sent: Tuesday, August 19, 2003 8:33 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] RT 3.0.4/MySQL Slow
>
>
> I know this has been mentioned before, plenty of times, but I'm looking
> for a good way to figure out what my issues are and how to resolve them,
> or if this is as good as it gets for now with 3.x.
>
> I've got a very small database (135 tickets or so), and it takes over 20
> seconds to perform almost any operation.  The CPU is not pegged, there
> isn't a lot of disk access, and the VM does nothing else other than run
> RT (it's a Debian VM under GSX server).  Similar VMs on the same host
> run just fine, so it's not a VM issue.
>
> Daryl G. Jurbala
> Introspect.net Consulting
> Tel: +1 215 825 8401
> Fax: +1 508 526 8500
> http://www.introspect.net
>
> PGP Key and Adobe Digital Signature:
> http://www.introspect.net/pgp
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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
>

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From alesh at sportina.si  Thu Aug 21 09:51:54 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Thu, 21 Aug 2003 15:51:54 +0200
Subject: [rt-users] RT 3.0.4/MySQL Slow
In-Reply-To: <Pine.GSO.4.30L2.0308210944120.16939-100000@qmail>
Message-ID: <00d101c367eb$614df3e0$4601a8c0@OMNIBOOK>

create index group1 on CachedGroupMembers (GroupId);
create index member1 on CachedGroupMembers (MemberId);

A.

-----Original Message-----
From: Asif Iqbal [mailto:iqbala at qwestip.net] 
Sent: Thursday, August 21, 2003 3:47 PM
To: Ale? Su?nik
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] RT 3.0.4/MySQL Slow


Ale

I would be interested to look at the extra indexes as well. Are they posted
somewhere ? I am also considering to switch to my-huge.cnf, one more time --
it crashed once in the
past, as you suggested in an earlier email.

Thanks

On Wed, 20 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:

> Which mysql version? Which my.cnf? Did you apply the "extra" indexes?
>
> A.
>
> -----Original Message-----
> From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
> On Behalf Of Daryl G. Jurbala
> Sent: Tuesday, August 19, 2003 8:33 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] RT 3.0.4/MySQL Slow
>
>
> I know this has been mentioned before, plenty of times, but I'm looking
> for a good way to figure out what my issues are and how to resolve them,
> or if this is as good as it gets for now with 3.x.
>
> I've got a very small database (135 tickets or so), and it takes over 20
> seconds to perform almost any operation.  The CPU is not pegged, there
> isn't a lot of disk access, and the VM does nothing else other than run
> RT (it's a Debian VM under GSX server).  Similar VMs on the same host
> run just fine, so it's not a VM issue.
>
> Daryl G. Jurbala
> Introspect.net Consulting
> Tel: +1 215 825 8401
> Fax: +1 508 526 8500
> http://www.introspect.net
>
> PGP Key and Adobe Digital Signature:
> http://www.introspect.net/pgp
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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
>

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1





From iqbala at qwestip.net  Thu Aug 21 09:57:55 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Thu, 21 Aug 2003 09:57:55 -0400 (EDT)
Subject: [rt-users] httpd's are more than 10%
Message-ID: <Pine.GSO.4.30L2.0308210952180.16939-100000@qmail>

I am using RT-3-0-4/Mysql4.0.13/Apache 1.3.27+mod_perl1/Perl 5.8

I noticed three out of 10 of my httpd sessions are taking more than 10% of CPU
and they are excruciatingly slow. Not sure if we need to switch to a different
product at this time. I really had very good experience with RT2 and not with
RT3. I followed the instruction while upgrading to RT3.

Someone else experiencing the same way ?

Sorry I needed to vent out :-(

Thanks

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From alesh at sportina.si  Thu Aug 21 10:14:49 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Thu, 21 Aug 2003 16:14:49 +0200
Subject: [rt-users] httpd's are more than 10%
In-Reply-To: <Pine.GSO.4.30L2.0308210952180.16939-100000@qmail>
Message-ID: <00db01c367ee$94d9e090$4601a8c0@OMNIBOOK>

HW configuration?
mysql config?
Tried 3.0.5pre3?

A.

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Asif Iqbal
Sent: Thursday, August 21, 2003 3:58 PM
To: rt-users at lists.fsck.com
Cc: rt-devel at lists.fsck.com
Subject: [rt-users] httpd's are more than 10%


I am using RT-3-0-4/Mysql4.0.13/Apache 1.3.27+mod_perl1/Perl 5.8

I noticed three out of 10 of my httpd sessions are taking more than 10% of
CPU
and they are excruciatingly slow. Not sure if we need to switch to a
different
product at this time. I really had very good experience with RT2 and not
with
RT3. I followed the instruction while upgrading to RT3.

Someone else experiencing the same way ?

Sorry I needed to vent out :-(

Thanks

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1

_______________________________________________
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




From hwagener at hamburg.fcb.com  Thu Aug 21 10:50:30 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 21 Aug 2003 16:50:30 +0200
Subject: [rt-users] August Release of the Statistics Package for RT3
Message-ID: <CF2B1C9E-D3E6-11D7-A44E-003065DC18B8@hamburg.fcb.com>

Hello List(s),
I have released a new version of the Statistics Package, available at 
the link quoted in my sig below.

Changes:
-Incorporation of Autrijus Tang's patch. Unfortunately, I don't work 
with versioning yet, and thus some of the patch's content may be 
missing from the current release.

- A first step to documentation - a very basic README

- A new Statistics Page, requested by Paul Wagland, showing open and 
stalled tickets in queues (Only at the current time, not over a given 
time frame).

Enjoy!

Regards,
     Harald
-- 
The Statistics Package for RT 3 is available at
http://www.tzi.de/~hollow/Statistics3.tgz



From iqbala at qwestip.net  Thu Aug 21 10:55:47 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Thu, 21 Aug 2003 10:55:47 -0400 (EDT)
Subject: [rt-users] httpd's are more than 10%
In-Reply-To: <00db01c367ee$94d9e090$4601a8c0@OMNIBOOK>
Message-ID: <Pine.GSO.4.30L2.0308211051260.26469-100000@qmail>

On Thu, 21 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:

> HW configuration?
Soalris 420R, 4x450 Mhz/4 GB Ram

> mysql config?
my-medium.cnf

I commented out all the references to innodb to avoid any further crash in my
mysql. Also I noticed my ibdata1 which is 1.6 gig now is slowly growing. Wonder
what I should do when it fills up my partition. I have only 1 gb space left on
that partition

> Tried 3.0.5pre3?
No, should I ?
>
> A.




>
> -----Original Message-----
> From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
> On Behalf Of Asif Iqbal
> Sent: Thursday, August 21, 2003 3:58 PM
> To: rt-users at lists.fsck.com
> Cc: rt-devel at lists.fsck.com
> Subject: [rt-users] httpd's are more than 10%
>
>
> I am using RT-3-0-4/Mysql4.0.13/Apache 1.3.27+mod_perl1/Perl 5.8
>
> I noticed three out of 10 of my httpd sessions are taking more than 10% of
> CPU
> and they are excruciatingly slow. Not sure if we need to switch to a
> different
> product at this time. I really had very good experience with RT2 and not
> with
> RT3. I followed the instruction while upgrading to RT3.
>
> Someone else experiencing the same way ?
>
> Sorry I needed to vent out :-(
>
> Thanks
>
>

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From alesh at sportina.si  Thu Aug 21 10:55:08 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Thu, 21 Aug 2003 16:55:08 +0200
Subject: [rt-users] httpd's are more than 10%
In-Reply-To: <Pine.GSO.4.30L2.0308211043480.26469-100000@qmail>
Message-ID: <00f001c367f4$36f25c40$4601a8c0@OMNIBOOK>

Try to go with my-large.cnf, the amount of RAM you've got is plenty for
my-large.

And yes try 3.0.5pre3.

A.

-----Original Message-----
From: Asif Iqbal [mailto:iqbala at qwestip.net] 
Sent: Thursday, August 21, 2003 4:46 PM
To: Ale? Su?nik
Subject: RE: [rt-users] httpd's are more than 10%


On Thu, 21 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:

> HW configuration?

Soalris 420R, 4x450 Mhz/4 GB Ram

> mysql config?

my-medium.cnf

> Tried 3.0.5pre3?

No, should I ?

>
> A.
>
> -----Original Message-----
> From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
> On Behalf Of Asif Iqbal
> Sent: Thursday, August 21, 2003 3:58 PM
> To: rt-users at lists.fsck.com
> Cc: rt-devel at lists.fsck.com
> Subject: [rt-users] httpd's are more than 10%
>
>
> I am using RT-3-0-4/Mysql4.0.13/Apache 1.3.27+mod_perl1/Perl 5.8
>
> I noticed three out of 10 of my httpd sessions are taking more than 10% of
> CPU
> and they are excruciatingly slow. Not sure if we need to switch to a
> different
> product at this time. I really had very good experience with RT2 and not
> with
> RT3. I followed the instruction while upgrading to RT3.
>
> Someone else experiencing the same way ?
>
> Sorry I needed to vent out :-(
>
> Thanks
>
>

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1





From iqbala at qwestip.net  Thu Aug 21 10:58:40 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Thu, 21 Aug 2003 10:58:40 -0400 (EDT)
Subject: [rt-users] RT 3.0.4/MySQL Slow
In-Reply-To: <00d101c367eb$614df3e0$4601a8c0@OMNIBOOK>
Message-ID: <Pine.GSO.4.30L2.0308211056110.26469-100000@qmail>

On Thu, 21 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:

> create index group1 on CachedGroupMembers (GroupId);
> create index member1 on CachedGroupMembers (MemberId);

I did that, did not help

It is taking over 15 secs to display a ticket now, just by using curl. Takes lot
longer through the web

>
> A.
>
> -----Original Message-----
> From: Asif Iqbal [mailto:iqbala at qwestip.net]
> Sent: Thursday, August 21, 2003 3:47 PM
> To: Ale? Su?nik
> Cc: rt-users at lists.fsck.com
> Subject: RE: [rt-users] RT 3.0.4/MySQL Slow
>
>
> Ale
>
> I would be interested to look at the extra indexes as well. Are they posted
> somewhere ? I am also considering to switch to my-huge.cnf, one more time --
> it crashed once in the
> past, as you suggested in an earlier email.
>
> Thanks
>
> On Wed, 20 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:
>
> > Which mysql version? Which my.cnf? Did you apply the "extra" indexes?
> >
> > A.
> >
> > -----Original Message-----
> > From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
> > On Behalf Of Daryl G. Jurbala
> > Sent: Tuesday, August 19, 2003 8:33 PM
> > To: rt-users at lists.fsck.com
> > Subject: [rt-users] RT 3.0.4/MySQL Slow
> >
> >
> > I know this has been mentioned before, plenty of times, but I'm looking
> > for a good way to figure out what my issues are and how to resolve them,
> > or if this is as good as it gets for now with 3.x.
> >
> > I've got a very small database (135 tickets or so), and it takes over 20
> > seconds to perform almost any operation.  The CPU is not pegged, there
> > isn't a lot of disk access, and the VM does nothing else other than run
> > RT (it's a Debian VM under GSX server).  Similar VMs on the same host
> > run just fine, so it's not a VM issue.
> >
> > Daryl G. Jurbala
> > Introspect.net Consulting
> > Tel: +1 215 825 8401
> > Fax: +1 508 526 8500
> > http://www.introspect.net
> >
> > PGP Key and Adobe Digital Signature:
> > http://www.introspect.net/pgp
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.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
> >
>
>

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From hwagener at hamburg.fcb.com  Thu Aug 21 11:05:38 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 21 Aug 2003 17:05:38 +0200
Subject: [rt-users] httpd's are more than 10%
In-Reply-To: <Pine.GSO.4.30L2.0308211051260.26469-100000@qmail>
References: <Pine.GSO.4.30L2.0308211051260.26469-100000@qmail>
Message-ID: <EC6C395A-D3E8-11D7-A44E-003065DC18B8@hamburg.fcb.com>

On Donnerstag, 21. August 2003, at 16:55 Uhr, Asif Iqbal wrote:

> On Thu, 21 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:
>> mysql config?
> my-medium.cnf
>
> I commented out all the references to innodb to avoid any further 
> crash in my
> mysql.

Are Your rt databases innodb or MyISAM? They will be faster if You run 
an optimized innodb setup.


> Also I noticed my ibdata1 which is 1.6 gig now is slowly growing. 
> Wonder
> what I should do when it fills up my partition. I have only 1 gb space 
> left on
> that partition
>
>> Tried 3.0.5pre3?
> No, should I ?
>>

The announcements promise a big speed increase. I only remember one 
positive report and no negative reports about the 3.0.5pre series 
regarding speed.

Regards,
     Harald Wagener


From iqbala at qwestip.net  Thu Aug 21 11:12:21 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Thu, 21 Aug 2003 11:12:21 -0400 (EDT)
Subject: [rt-users] httpd's are more than 10%
In-Reply-To: <EC6C395A-D3E8-11D7-A44E-003065DC18B8@hamburg.fcb.com>
Message-ID: <Pine.GSO.4.30L2.0308211108570.26469-100000@qmail>

On Thu, 21 Aug 2003, Harald Wagener wrote:

>
> On Donnerstag, 21. August 2003, at 16:55 Uhr, Asif Iqbal wrote:
>
> > On Thu, 21 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:
> >> mysql config?
> > my-medium.cnf
> >
> > I commented out all the references to innodb to avoid any further
> > crash in my
> > mysql.
>
> Are Your rt databases innodb or MyISAM? They will be faster if You run

Innodb I think. How can I confirm that ?

> an optimized innodb setup.

How do you run an optimized innodb setup ?

Sorry for all these newbie questions ?

>
>
> > Also I noticed my ibdata1 which is 1.6 gig now is slowly growing.
> > Wonder
> > what I should do when it fills up my partition. I have only 1 gb space
> > left on
> > that partition
> >
> >> Tried 3.0.5pre3?
> > No, should I ?
> >>
>
> The announcements promise a big speed increase. I only remember one
> positive report and no negative reports about the 3.0.5pre series
> regarding speed.

I will give 3.0.5pre a shot. Is there a way to revert to current (3.0.4) in case
I want to ?

>
> Regards,
>      Harald Wagener
>

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From emile at exinet.co.za  Thu Aug 21 11:13:18 2003
From: emile at exinet.co.za (Emile Coetzee)
Date: Thu, 21 Aug 2003 17:13:18 +0200
Subject: [rt-users] Comments duplicated as attachments
In-Reply-To: <20030819142615.GA46575@sv1.dev.de.cw.net>
Message-ID: <026101c367f6$c10853b0$c80110ac@emile>

Thanks for all the replies. I've decided to keep the attachments (much safer
that way it seems :)

Cheers
Emile



From pape-rt at inf.fu-berlin.de  Thu Aug 21 11:33:58 2003
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Thu, 21 Aug 2003 17:33:58 +0200
Subject: [rt-users] Sharing my corrected version of the purgedead-script for RT 3
Message-ID: <2147483647.1061487238@eremix>

Hello,

the version of the purgedead.pl Script, which I found in the archives does 
not purge the "Ticket Role Groups" (Clients, Watcher, etc), which are 
attached to the Ticket.

I have added some code for this to the script and want to share it.

Dirk.
-------------- next part --------------
#!/export/perl/bin/perl
#
# Steve Poirier - <A HREF="mailto:steve at inet-technologies.com">steve at inet-technologies.com</A>
# edited by Tim Allwine <A HREF="mailto:tallwine at oreilly.com">tallwine at oreilly.com</A>
# to use with RT2 and MySQL
# edited by Tony Aiuto <tony at ics.com> to deal with Links
# edited by Jonas Lincoln <lincoln at unit.liu.se> to work with RT3 and mysql
# edited by Dirk Pape <pape-rt at inf.fu-berlin.de> to cope with Role-Groups (RT 3)

use strict;
my $date = shift;
my $ticketnbr = 0;

if ( ! $date ) { $date=`/bin/date -I -d "3 months ago"`; }
print "$date\n";

# Replace this with your RT_LIB_PATH
use lib "/export/rt3/lib";
# Replace this with your RT_ETC_PATH
use lib "/export/rt3/etc";

use RT::Interface::CLI  qw(CleanEnv loc
			   GetCurrentUser GetMessageContent);
use RT::Group;
use RT;

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

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

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

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

my $dbh = $x->dbh() or die "Couldn't connect to RT database";

my $sql = "SELECT id FROM Tickets WHERE Status=? AND LastUpdated < \'$date\'";
my $sth = $dbh->prepare($sql);
$sth->execute('deleted');

# proceed with deletion

my $d_sth     = $dbh->prepare('SELECT id FROM Transactions where Ticket=?');
my $stid      = $dbh->prepare('DELETE FROM Attachments WHERE TransactionId=?');
my $sttrans   = $dbh->prepare( 'DELETE FROM Transactions WHERE Ticket=?');
my $stobjects = $dbh->prepare( 'DELETE FROM TicketCustomFieldValues WHERE Ticket=?');
my $stlinks1  = $dbh->prepare( 'DELETE FROM Links WHERE LocalBase=?');
my $stlinks2  = $dbh->prepare( 'DELETE FROM Links WHERE LocalTarget=?');
my $d_groups  = $dbh->prepare( 'SELECT id FROM Groups WHERE Domain="RT::Ticket-Role" AND Instance=?');
my $grpmbrs   = $dbh->prepare( 'DELETE FROM GroupMembers WHERE GroupId=?');
my $groups    = $dbh->prepare( 'DELETE FROM Groups WHERE Domain="RT::Ticket-Role" AND Instance=?');
my $stticket  = $dbh->prepare( 'DELETE FROM Tickets WHERE id=?');

while ( my ($ticketid) = $sth->fetchrow_array() )  {
    print "\nticket $ticketid is dead and last updated before $date. Deleting:  ";
    $d_sth->execute($ticketid);

# delete Attachments for this ticket
    print "Attachments. ";
    while ( my ($transid) = $d_sth->fetchrow_array() )  {
	  $stid->execute($transid);
    }

# delete Ticket in Transactions table
    print "Transactions. ";
    $sttrans->execute($ticketid);

# delete TicketRole groups for this ticket
    print "TicketRole groupmembers. ";
    $d_groups->execute($ticketid);
    while ( my ($groupid) = $d_groups->fetchrow_array() )  {
	  $grpmbrs->execute($groupid);
    }
    print "TicketRole groups. ";
    $groups->execute($ticketid);

# delete Ticket in ObjectKeywords table
    print "ObjectKeywords. ";
    $stobjects->execute($ticketid);

# delete Ticket from the Links table
    print "Links1. ";
    $stlinks1->execute($ticketid);
    print "Links2. ";
    $stlinks2->execute($ticketid);

# delete Ticket from the Tickets table
    print "Ticket. ";
    $stticket->execute($ticketid);

    $ticketnbr++;
}
print "\nDone. Deleted $ticketnbr tickets.\n\n";

exit;

From Jeff.Hodge at yuma.army.mil  Thu Aug 21 11:36:21 2003
From: Jeff.Hodge at yuma.army.mil (Hodge, Jeff F (ECIII))
Date: Thu, 21 Aug 2003 08:36:21 -0700
Subject: [rt-users] rt install / perl_mod apache compilation (cpan)
Message-ID: <DB72D058EA4AD511A89500B0D0D1045A07485146@yuma-exch1.yuma.army.mil>

Make sure Apache::Test is up to date.
Make sure httpd is in your PATH.
You need DBI installed before DBD will work.
One major prob with DBD I had was that I didn't have the test user/pw that
the DBD wanted to use.  I removed them for security purposes before DBD was
installed.  Their are some configs you can set with the makefile like
-testuser and -testpassword.  While running perl Makefile.PL the output will
show the names of the configs and what they are set too.
 
...Installing each dependency "by hand" will work better, since you should
be able to read through the error messages to see what's not installed
properly.  They're not installing bc of a dependency of some sort....can be
frustrating :)  I feel your pain.
 
BTW they have rpms for mysql 4.14 on mysql.com.  Make sure you install all
of them, including devel and share...DBD needs some scripts from them.
http://www.mysql.com/downloads/mysql-4.0.html
<http://www.mysql.com/downloads/mysql-4.0.html> 
server,client,share(dynamic client lib),devel (libraries and headers), and
you probably will need bench too
 
-jh

 
 
 -----Original Message-----
From: Patrice Seyed [mailto:apseyed at bu.edu]
Sent: Wednesday, August 20, 2003 10:35 PM
To: rt-users at lists.fsck.com
Cc: 'Hodge, Jeff F (ECIII)'; JDiaz at esabel.net
Subject: RE: [rt-users] rt install / perl_mod apache compilation (cpan)


I did a fresh install of redhat 8, rpm downgraded from 1.99 to
mod_perl-1.26-5, and after the perl module CPAN installs dep install
command, I see this time there are more modules that errored out:
 
LWP::UserAgent ...MISSING
Apache::Request ...MISSING
WWW::Mechanize ...MISSING
MYSQL dependencies:
        DBD::mysql 2.1018...MISSING
            DBD::mysql version 2.1018 required--this is only version 2.1017
at (eval 159) line 2.
 
When I tried to run them by hand (i.e. perl -MCPAN -e 'install foo::bar'),
they all gave some sort of error msg.
Also, I put mysql at mysql-3.23.52-3, and didn't upgrade to 4.x, which would
require compiling from source (trying to stay with rpms)
 
Any one write a doc on a config setup that works?
Any other ideas?
 
 
-----Original Message-----
From: Jaime Diaz [mailto:JDiaz at esabel.net] 
Sent: Wednesday, August 20, 2003 11:38 AM
To: Patrice Seyed
Subject: RE: [rt-users] rt install / perl_mod apache compilation (cpan)
 
Redhat 8. We couldn't mke it work in Red Hat 9.
 
-----Original Message-----
From: Hodge, Jeff F (ECIII) [mailto:Jeff.Hodge at yuma.army.mil] 
Sent: Wednesday, August 20, 2003 11:31 AM
To: 'Patrice Seyed'
Subject: RE: [rt-users] rt install / perl_mod apache compilation (cpan)
 
yeah.  its the pre release for mod perl 2.   You want to install 1.28...
http://perl.apache.org/download/index.html
<http://perl.apache.org/download/index.html> 
-----Original Message-----
From: Patrice Seyed [mailto:apseyed at bu.edu]
Sent: Tuesday, August 19, 2003 9:19 PM
To: 'Hodge, Jeff F (ECIII)'
Subject: RE: [rt-users] rt install / perl_mod apache compilation (cpan)
1.99 is considered perl mod 2 ?
 
-----Original Message-----
From: Hodge, Jeff F (ECIII) [mailto:Jeff.Hodge at yuma.army.mil] 
Sent: Tuesday, August 19, 2003 10:49 PM
To: 'Patrice Seyed'; rt-users at lists.fsck.com
Subject: RE: [rt-users] rt install / perl_mod apache compilation (cpan)
 
you need to install apache::test before libapreq will install.  It is a
prequisite for apache::request (libaprereq).  Use cpan
 
perl -MCPAN -eshell
install Apache::Test
 
 
># perl sbin/rt-test-dependencies --with-mysql --with-modperl1
 
use should use: perl sbin/rt-test-dependencies --with-mysql --with-modperl2 
for mod perl 2 
 
*note* it seems a lot of people are having trouble with the modperl 1.99 so
you should think about using apache 1.3x and mod perl 1x or you'll prob have
a lot of trouble Also red hat 9 had some issues too.  (FYI)
-----Original Message-----
From: Patrice Seyed [mailto:apseyed at bu.edu]
Sent: Tuesday, August 19, 2003 7:21 PM
To: rt-users at lists.fsck.com
Cc: 'Patrice Seyed'
Subject: [rt-users] rt install / perl_mod apache compilation (cpan)
(if this is a repeat, disregard, not sure if it was received)
 
On Redhat 9 and the install docs for rt, I got stopped where CPAN wouldn't
install 2 modules..
 
# perl sbin/rt-test-dependencies --with-mysql --with-modperl1
*modperl 1.99 is install with redhat 9
 
Modules that won't install properly:
Log::Dispatch
Apache::Request
 
CPAN.pm: Going to build J/JO/JOESUF/libapreq-1.2.tar.gz
mod_perl 1.x ( < 1.99) is required at Makefile.PL line 29.
BEGIN failed--compilation aborted at Makefile.PL line 31.
Running make test
  Make had some problems, maybe interrupted? Won't test
Running make install
  Make had some problems, maybe interrupted? Won't install
 
Apache:Request complained diffrerently but mostly compile errors..
 
I can't sidestep this since it breaks make install / make
initialize-database
Anyone else experience this? Workaround? 
 
/Patrice Seyed
Computer Systems Administrator
Genetics Program - Boston U. School of Medicine
 
 
-------------- next part --------------
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URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20030821/7afd5434/attachment.htm>

From hwagener at hamburg.fcb.com  Thu Aug 21 12:15:57 2003
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 21 Aug 2003 18:15:57 +0200
Subject: [rt-users] httpd's are more than 10%
In-Reply-To: <Pine.GSO.4.30L2.0308211108570.26469-100000@qmail>
References: <Pine.GSO.4.30L2.0308211108570.26469-100000@qmail>
Message-ID: <BF451390-D3F2-11D7-A44E-003065DC18B8@hamburg.fcb.com>

On Donnerstag, 21. August 2003, at 17:12 Uhr, Asif Iqbal wrote:

> On Thu, 21 Aug 2003, Harald Wagener wrote:
>
>>
>> On Donnerstag, 21. August 2003, at 16:55 Uhr, Asif Iqbal wrote:
>>
>>> On Thu, 21 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:
>>>> mysql config?
>>> my-medium.cnf
>>>
>>> I commented out all the references to innodb to avoid any further
>>> crash in my
>>> mysql.
>>
>> Are Your rt databases innodb or MyISAM? They will be faster if You run
>
> Innodb I think. How can I confirm that ?


You can change the table type by issuing

 > ALTER TABLE tablename TYPE=InnoDB;

at the mysql prompt.

I don't know of a quick method to find out if You are currently using 
InnoDB databases.

>
>> an optimized innodb setup.
>
> How do you run an optimized innodb setup ?
>
> Sorry for all these newbie questions ?
>

This is documented in the mysql documentation. I did do it 'by the 
book', have a look at http://www.mysql.com/doc/en/index.html. There are 
three or four variables controlling how much memory MySQL uses, and 
another three or four that control innodb. InnoDB is described in 
Chapter 7.5

Another good resource is Jeremy Zawodny's web site at
http://jeremy.zawodny.com/mysql/

Although this is for version 3.x, most of the information is still 
correct.

Regards,
     Harald


From Rasmus.Brogger at uni-c.dk  Thu Aug 21 12:28:57 2003
From: Rasmus.Brogger at uni-c.dk (Rasmus =?iso-8859-1?Q?Br=F8gger?=)
Date: Thu, 21 Aug 2003 18:28:57 +0200
Subject: [rt-users] httpd's are more than 10%
In-Reply-To: <BF451390-D3F2-11D7-A44E-003065DC18B8@hamburg.fcb.com>
References: <Pine.GSO.4.30L2.0308211108570.26469-100000@qmail> <BF451390-D3F2-11D7-A44E-003065DC18B8@hamburg.fcb.com>
Message-ID: <20030821162857.GD27055@balder.sektornet.dk>

On Thu, Aug 21, 2003 at 06:15:57PM +0200, Harald Wagener wrote:
> 
> On Donnerstag, 21. August 2003, at 17:12 Uhr, Asif Iqbal wrote:
> 
> >On Thu, 21 Aug 2003, Harald Wagener wrote:
> >
> >>
> >>On Donnerstag, 21. August 2003, at 16:55 Uhr, Asif Iqbal wrote:
> >>
> >>>On Thu, 21 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:
> >>>>mysql config?
> >>>my-medium.cnf
> >>>
> >>>I commented out all the references to innodb to avoid any further
> >>>crash in my
> >>>mysql.
> >>
> >>Are Your rt databases innodb or MyISAM? They will be faster if You run
> >
> >Innodb I think. How can I confirm that ?
> 
> 
> You can change the table type by issuing
> 
> > ALTER TABLE tablename TYPE=InnoDB;
> 
> at the mysql prompt.
> 
> I don't know of a quick method to find out if You are currently using 
> InnoDB databases.
> 
If it's a default RT3 install the information is in
<pathtort>/etc/schema.<dbname>

/rhb

> >
> >>an optimized innodb setup.
> >
> >How do you run an optimized innodb setup ?
> >
> >Sorry for all these newbie questions ?
> >
> 
> This is documented in the mysql documentation. I did do it 'by the 
> book', have a look at http://www.mysql.com/doc/en/index.html. There are 
> three or four variables controlling how much memory MySQL uses, and 
> another three or four that control innodb. InnoDB is described in 
> Chapter 7.5
> 
> Another good resource is Jeremy Zawodny's web site at
> http://jeremy.zawodny.com/mysql/
> 
> Although this is for version 3.x, most of the information is still 
> correct.
> 
> Regards,
>     Harald
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From rmillisl at gdcanada.com  Thu Aug 21 12:33:44 2003
From: rmillisl at gdcanada.com (Randy Millis)
Date: Thu, 21 Aug 2003 10:33:44 -0600
Subject: [rt-users] REPOST: Odd number of elements in hash assignment at ...
Message-ID: <004301c36801$fd43c980$789ccfa0@gdcan.com>

I'm not sure this ended up on the list (least I never saw it) as a result of
the power outange that affected my east coast mail gateway:

Getting the following error trying to configure Apache with RT On start):

-cut-
Odd number of elements in hash assignment at
/usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 154.
[Thu Aug 14 15:52:43 2003] [error] unknown field mod_perl must be compiled
with PERL_METHOD_HANDLERS=1 (or EVERYTHING=1) to use  passed to constructor
for class HTML::Mason::ExceptionCompilation 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 5) line 1.

Syntax error on line 989 of /usr/local/apache/conf/httpd.conf:
unknown field mod_perl must be compiled with PERL_METHOD_HANDLERS=1 (or
EVERYTHING=1) to use  passed to constructor for class
HTML::Mason::ExceptionCompilation 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 5) line 1.

/usr/local/apache/bin/apachectl start: httpd could not be started
-cut-

DETAILS

- OS/Host: SunOS 5.9 Generic_112233-05 sun4u sparc SUNW,Sun-Blade-100
- mod_perl-1.28
- MySQL Server version          4.0.13
- Perl, v5.8.0 built for sun4-solaris
-  Apache Server version: Apache/1.3.27 (Unix), Server built:   Aug 14 2003
01:37:13
-  /usr/local/apache/bin/httpd -l
Compiled-in modules:
  http_core.c
  mod_env.c
  mod_log_config.c
  mod_mime.c
  mod_negotiation.c
  mod_status.c
  mod_include.c
  mod_autoindex.c
  mod_dir.c
  mod_cgi.c
  mod_asis.c
  mod_imap.c
  mod_actions.c
  mod_userdir.c
  mod_alias.c
  mod_access.c
  mod_auth.c
  mod_setenvif.c
  mod_perl.c
suexec: disabled; invalid wrapper /usr/local/apache/bin/suexec

<VirtualHost [xx.xx.xx.xx] >
    ServerName [real fqdn]
    DocumentRoot /opt/rt3/share/html
    AddDefaultCharset UTF-8
    PerlModule Apache::DBI
    PerlRequire /opt/rt3/bin/webmux.pl
<Location>
        SetHandler perl-script
        PerlHandler RT::Mason
</Location>
</VirtualHost>







From bsegal at DECARIE.COM  Thu Aug 21 13:01:20 2003
From: bsegal at DECARIE.COM (Bruce Segal)
Date: Thu, 21 Aug 2003 13:01:20 -0400
Subject: [rt-users] httpd's are more than 10%
Message-ID: <EAA370484CA7FD42AD5841BEDD4203BB1EFE66@nts1.decarie.com>

-----Original Message-----
From: Asif Iqbal [mailto:iqbala at qwestip.net]
Sent: Thursday, August 21, 2003 11:12 AM
To: Harald Wagener
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] httpd's are more than 10%


Innodb I think. How can I confirm that ?

mysql> use rt3;
Database changed
mysql> show table status;

Should give you the table type. 
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From amelton at gservices-us.com  Thu Aug 21 14:16:16 2003
From: amelton at gservices-us.com (amelton at gservices-us.com)
Date: Thu, 21 Aug 2003 11:16:16 -0700 (PDT)
Subject: [rt-users] Can't call method "ping"
Message-ID: <20826.67.104.14.46.1061489776@sun-qmail10.laserlink.net>

Hi, this morning, I started getting this message in /var/log/messages:

[Thu Aug 21 08:36:08 2003] [error] Can't call method "ping" on an
undefined value at /opt/rt3/lib/RT.pm line 122.

This seems to coincide with sporadic 'Internal Server Error 500' messages
in the Web GUI.

The specific portion of the file is:

sub Init {
    require RT::Handle;
    #Get a database connection
        unless ($Handle && $Handle->dbh->ping) {
    $Handle = RT::Handle->new();
        }
    $Handle->Connect();

mysqld is running and seems to be ok.  I can add, comment, and resolve
tickets, but periodically, I get the Error 500 message.

Any idea what the cause of this is?

Thanks.




From mrz at intelenet.net  Thu Aug 21 14:25:31 2003
From: mrz at intelenet.net (matthew zeier)
Date: Thu, 21 Aug 2003 11:25:31 -0700
Subject: [rt-users] cap letters appearing as html links - rt3.0.5
References: <029d01c3667a$5ccb81b0$6d180a0a@MRZTP> <20030819175955.GJ10198@fsck.com> <006301c3667d$5744fcf0$6d180a0a@MRZTP> <20030820024132.GI13845@fsck.com>
Message-ID: <014301c36811$9a892dc0$6d180a0a@MRZTP>

So I've failed to find where RTIR's Transaction related callbacks are or how
to remove RTIR.

Is is simply removing /opt/rt3/local/html/Callbacks/RTIR amd html/RTIR,
disabling any Queues RTIR installed ?

----- Original Message ----- 
From: "Jesse Vincent" <jesse at bestpractical.com>
To: "matthew zeier" <mrz at intelenet.net>
Cc: <rt-users at lists.fsck.com>
Sent: Tuesday, August 19, 2003 7:41 PM
Subject: Re: [rt-users] cap letters appearing as html links - rt3.0.5


> Remove RTIR or edit its Transaction related callbacks
>
>
> On Tue, Aug 19, 2003 at 11:11:41AM -0700, matthew zeier wrote:
> > Interesting.  How do I undo that behavior?  It's guessing incorrectly.
> >
> > ----- Original Message ----- 
> > From: "Jesse Vincent" <jesse at bestpractical.com>
> > To: "matthew zeier" <mrz at intelenet.net>
> > Cc: <rt-users at lists.fsck.com>
> > Sent: Tuesday, August 19, 2003 10:59 AM
> > Subject: Re: [rt-users] cap letters appearing as html links - rt3.0.5
> >
> >
> > > That sounds like you've installed RTIR and it's hilighting NIC-handles
> > > (or its best guess at them).
> > >
> > >
> > > On Tue, Aug 19, 2003 at 10:50:22AM -0700, matthew zeier wrote:
> > > >
> > > > I'm noticing that any capital words (IP, ICMP) in tickets are appear
as
> > > > clickable-links.  By design?
> > > >
> > > >
> > > > --
> > > > matthew zeier                        | "Nothing in life is to be
feared.
> > > > InteleNet Communications, Inc.       |  It is only to be
understood."
> > > > (949) 784-7904                       |       - Marie Curie
> > > >
> > > > _______________________________________________
> > > > rt-users mailing list
> > > > rt-users at lists.fsck.com
> > > > http://lists.fsck.com/mailman/listinfo/rt-users
> > > >
> > > > Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm
> > > >
> > >
> > > -- 
> > > http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
> > >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> >
>
> -- 
> http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
>



From jesse at bestpractical.com  Thu Aug 21 14:37:37 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 21 Aug 2003 14:37:37 -0400
Subject: [rt-users] Can't call method "ping"
In-Reply-To: <20826.67.104.14.46.1061489776@sun-qmail10.laserlink.net>
References: <20826.67.104.14.46.1061489776@sun-qmail10.laserlink.net>
Message-ID: <20030821183737.GT13845@fsck.com>

Fixed in RT 3.0.5pre3 or so. We had to do extra checking for the mysql
"morning bug" even though DBD::Mysql and Apache::DBI both purport to
magically fix it.


On Thu, Aug 21, 2003 at 11:16:16AM -0700, amelton at gservices-us.com wrote:
> Hi, this morning, I started getting this message in /var/log/messages:
> 
> [Thu Aug 21 08:36:08 2003] [error] Can't call method "ping" on an
> undefined value at /opt/rt3/lib/RT.pm line 122.
> 
> This seems to coincide with sporadic 'Internal Server Error 500' messages
> in the Web GUI.
> 
> The specific portion of the file is:
> 
> sub Init {
>     require RT::Handle;
>     #Get a database connection
>         unless ($Handle && $Handle->dbh->ping) {
>     $Handle = RT::Handle->new();
>         }
>     $Handle->Connect();
> 
> mysqld is running and seems to be ok.  I can add, comment, and resolve
> tickets, but periodically, I get the Error 500 message.
> 
> Any idea what the cause of this is?
> 
> Thanks.
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 autrijus at autrijus.org  Thu Aug 21 14:38:13 2003
From: autrijus at autrijus.org (Autrijus Tang)
Date: Fri, 22 Aug 2003 02:38:13 +0800
Subject: [rt-users] Can't call method "ping"
In-Reply-To: <20826.67.104.14.46.1061489776@sun-qmail10.laserlink.net>
References: <20826.67.104.14.46.1061489776@sun-qmail10.laserlink.net>
Message-ID: <20030821183813.GA60469@not.autrijus.org>

On Thu, Aug 21, 2003 at 11:16:16AM -0700, amelton at gservices-us.com wrote:
> [Thu Aug 21 08:36:08 2003] [error] Can't call method "ping" on an
> undefined value at /opt/rt3/lib/RT.pm line 122.

Same thing has happened here recently with MySQL 4.1.

> sub Init {
>     require RT::Handle;
>     #Get a database connection
>         unless ($Handle && $Handle->dbh->ping) {

Changing this line to

          unless ($Handle && $Handle->dbh && $Handle->dbh->ping) {

seemed to fix the problem with no apparent drawbacks.

Thanks,
/Autrijus/


From jgedeon at qualcomm.com  Thu Aug 21 15:02:09 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Thu, 21 Aug 2003 12:02:09 -0700
Subject: [rt-users] LogDispatch error
Message-ID: <5.1.0.14.2.20030821115547.03c40840@unixmail.qualcomm.com>

Hi i have just setup rt3.0.4 with mysql and apache 1.3.27 and mod_perl 
1.28. I have configured apache virtualhost just like it says in the RT3 
docs and below are my RT_SiteConfig.pm. Yet while rt is running i get

    "unix passed to setlogsock, but path not available at 
/opt/rt/perl/lib/site_perl/5.8.0/Log/Dispatch/Syslog.pm line 66"  how do I 
fix that?

    Also there is a broken image in the upper lefthand corner how do I fix 
that?


-----
RT conf in httpd.conf
<VirtualHost XXX.XXX.XXX.XXX>
  ServerName rt.example.com
  DocumentRoot /opt/rt/rt3/share/html
  AddDefaultCharset UTF-8

  PerlModule Apache::DBI
  PerlRequire /opt/rt/rt3/bin/webmux.pl

  <Location />
   SetHandler perl-script
   PerlHandler RT::Mason
  </Location>
</VirtualHost>


-----
RT_SiteConfig.pm
Set($rtname , "qctengdev");
Set($Organization , "qualcomm.com");
Set($Timezone , 'US/Pacific');
Set($OwnerEmail , 'rt.qct.admin at qualcomm.com');
Set($CorrespondAddress , 'rt at qualcomm.com');
Set($CommentAddress , 'rtcom at qualcomm.com');
Set($MailCommand , 'sendmail');
Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m");
Set($SendmailPath , "/usr/lib/sendmail");
Set($DateDayBeforeMonth , 0);
1;



--
<>< 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 Michael.Liebman at mtvstaff.com  Thu Aug 21 16:00:59 2003
From: Michael.Liebman at mtvstaff.com (Liebman, Michael)
Date: Thu, 21 Aug 2003 16:00:59 -0400
Subject: [rt-users] Can't call method "ping"
Message-ID: <F5A19CDCBA60D31199E7009027AA458001E640F8@mtv_noc.viacom.com>

An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20030821/500eea5f/attachment.htm>

From iqbala at qwestip.net  Thu Aug 21 16:06:11 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Thu, 21 Aug 2003 16:06:11 -0400 (EDT)
Subject: [rt-users] httpd's are more than 10%
In-Reply-To: <20030821162857.GD27055@balder.sektornet.dk>
Message-ID: <Pine.GSO.4.30L2.0308211605110.26469-100000@qmail>

On Thu, 21 Aug 2003, Rasmus [iso-8859-1] Br?gger wrote:

> On Thu, Aug 21, 2003 at 06:15:57PM +0200, Harald Wagener wrote:
> >
> > On Donnerstag, 21. August 2003, at 17:12 Uhr, Asif Iqbal wrote:
> >
> > >On Thu, 21 Aug 2003, Harald Wagener wrote:
> > >
> > >>
> > >>On Donnerstag, 21. August 2003, at 16:55 Uhr, Asif Iqbal wrote:
> > >>
> > >>>On Thu, 21 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:
> > >>>>mysql config?
> > >>>my-medium.cnf
> > >>>
> > >>>I commented out all the references to innodb to avoid any further
> > >>>crash in my
> > >>>mysql.
> > >>
> > >>Are Your rt databases innodb or MyISAM? They will be faster if You run
> > >
> > >Innodb I think. How can I confirm that ?
> >
> >
> > You can change the table type by issuing
> >
> > > ALTER TABLE tablename TYPE=InnoDB;
> >
> > at the mysql prompt.
> >
> > I don't know of a quick method to find out if You are currently using
> > InnoDB databases.
> >
> If it's a default RT3 install the information is in
> <pathtort>/etc/schema.<dbname>

Thanks. So the answer is all my tables are InnoDB according to schema.mysql

>
> /rhb
>
> > >
> > >>an optimized innodb setup.
> > >
> > >How do you run an optimized innodb setup ?
> > >
> > >Sorry for all these newbie questions ?
> > >
> >
> > This is documented in the mysql documentation. I did do it 'by the
> > book', have a look at http://www.mysql.com/doc/en/index.html. There are
> > three or four variables controlling how much memory MySQL uses, and
> > another three or four that control innodb. InnoDB is described in
> > Chapter 7.5
> >
> > Another good resource is Jeremy Zawodny's web site at
> > http://jeremy.zawodny.com/mysql/
> >
> > Although this is for version 3.x, most of the information is still
> > correct.
> >
> > Regards,
> >     Harald
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
>

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From iqbala at qwestip.net  Thu Aug 21 16:36:29 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Thu, 21 Aug 2003 16:36:29 -0400 (EDT)
Subject: [rt-users] httpd's are more than 10%
In-Reply-To: <00f001c367f4$36f25c40$4601a8c0@OMNIBOOK>
Message-ID: <Pine.GSO.4.30L2.0308211632180.28570-100000@qmail>

On Thu, 21 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:

> Try to go with my-large.cnf, the amount of RAM you've got is plenty for
> my-large.

I will give that a shot

>
> And yes try 3.0.5pre3.

I assume I can just download 3.0.5pre and follow the instructions to upgrade
from 3.0.4 to 3.0.5pre

Am I correct ?

>
> A.
>
>

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From iqbala at qwestip.net  Thu Aug 21 16:37:44 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Thu, 21 Aug 2003 16:37:44 -0400 (EDT)
Subject: [rt-users] httpd's are more than 10%
In-Reply-To: <BF451390-D3F2-11D7-A44E-003065DC18B8@hamburg.fcb.com>
Message-ID: <Pine.GSO.4.30L2.0308211636420.28570-100000@qmail>

On Thu, 21 Aug 2003, Harald Wagener wrote:

>
> On Donnerstag, 21. August 2003, at 17:12 Uhr, Asif Iqbal wrote:
>
> > On Thu, 21 Aug 2003, Harald Wagener wrote:
> >
> >>
> >> On Donnerstag, 21. August 2003, at 16:55 Uhr, Asif Iqbal wrote:
> >>
> >>> On Thu, 21 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:
> >>>> mysql config?
> >>> my-medium.cnf
> >>>
> >>> I commented out all the references to innodb to avoid any further
> >>> crash in my
> >>> mysql.
> >>
> >> Are Your rt databases innodb or MyISAM? They will be faster if You run
> >
> > Innodb I think. How can I confirm that ?
>
>
> You can change the table type by issuing
>
>  > ALTER TABLE tablename TYPE=InnoDB;
>
> at the mysql prompt.
>
> I don't know of a quick method to find out if You are currently using
> InnoDB databases.
>
> >
> >> an optimized innodb setup.
> >
> > How do you run an optimized innodb setup ?
> >
> > Sorry for all these newbie questions ?
> >
>
> This is documented in the mysql documentation. I did do it 'by the
> book', have a look at http://www.mysql.com/doc/en/index.html. There are
> three or four variables controlling how much memory MySQL uses, and
> another three or four that control innodb. InnoDB is described in
> Chapter 7.5
>
> Another good resource is Jeremy Zawodny's web site at
> http://jeremy.zawodny.com/mysql/

Thanks a lot. Let me get back to RTFM. Hopefully this and an upgrade to
RT3.0.5pre should solve my issue.

>
> Although this is for version 3.x, most of the information is still
> correct.
>
> Regards,
>      Harald
>

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From riek at de.alcove.com  Thu Aug 21 16:54:29 2003
From: riek at de.alcove.com (Daniel Riek)
Date: Thu, 21 Aug 2003 22:54:29 +0200
Subject: [rt-users] Workflow Question
Message-ID: <20030821205429.GB4174@newsnost.de>

Hi,

we are currently using RT2 in a support environment where we have to
solve requests from external customers. After a ticket is resloved, the
customer has to acknowledge it before we can invoice the time we worked
on it. I solved that by patching RT and adding a "closed" state. The
ticket's requestor can change a ticket from resolved to closed. Our
accounting script then takes all the "closed" tickets.

Now we are going to migrate to RT3 and I am wondering if it would be a
good idea to implement our little workflow via the approval-function.
If I understand it right, the accounting script in that case would have
to check if the resolved tickets depend on an approval ticket that has 
not yet been resolved before accounting it, right?

Any thoughts? Anyone got a similar workflow? How did you solve it?

Regards, Daniel

-- 
Daniel Riek <riek at de.alcove.com>   -    http://www.alcove.com/de/
* Technical Manager                -    Tel.:   +49 (0)2 28 / 9 08 69 85
* ALCOVE Deutschland GmbH          -    Fax:    +49 (0)2 28 / 9 08 69 84
* Liberating Software              -    Mobil:  +49 (0)1 71 / 2 80 08 79



From seph at directionless.org  Thu Aug 21 17:55:01 2003
From: seph at directionless.org (seph)
Date: Thu, 21 Aug 2003 17:55:01 -0400
Subject: [rt-users] Re: Workflow Question
In-Reply-To: <20030821205429.GB4174@newsnost.de> (Daniel Riek's message of
 "Thu, 21 Aug 2003 22:54:29 +0200")
References: <20030821205429.GB4174@newsnost.de>
Message-ID: <w52ada28ymi.fsf@lame.message.id>

> we are currently using RT2 in a support environment where we have to
> solve requests from external customers. After a ticket is resloved, the
> customer has to acknowledge it before we can invoice the time we worked
> on it. I solved that by patching RT and adding a "closed" state. The
> ticket's requestor can change a ticket from resolved to closed. Our
> accounting script then takes all the "closed" tickets.

You could also use a Custom Field, cleaner in some ways, less so in others.

seph


From rbellamy at pteradigm.com  Fri Aug 22 03:01:41 2003
From: rbellamy at pteradigm.com (G. Richard Bellamy)
Date: Fri, 22 Aug 2003 00:01:41 -0700
Subject: [rt-users] RE: [rt-devel] August Release of the Statistics Package for RT3
Message-ID: <0FC82FC6709BE34CB9118EE0E252FD2311165F@ehost007.intermedia.net>

> -----Original Message-----
> From: Harald Wagener [mailto:hwagener at hamburg.fcb.com] 
> Sent: Thursday, August 21, 2003 7:50 AM

Forgive me if this has been asked before, the usual disclaimers apply:
-o- I've checked the archives
-o- I've checked the documentation
-o- I've checked RTFM

I'm still having the same problem mentioned by others regarding the
issue with the graphs being mangled (possibly by Mason?).

I've attempted the change from format=> 'png' to format=> 'jpg', and I
cannot see either one.

Even though I'm 90% sure this is a server-side issue, I've looked at the
site with RedHat Mozilla, Safari, Opera, Mac IE5.2 and IE6, to no avail.

Could this be a FastCGI problem? Are you developing on a mod_perl box? I
had many problems with RH9 perl, and ended up moving to Debian, where I
also had issues with mod_perl as a DSO, and I was hesitant to spend much
more time recompiling apache - I'm not terribly proficient at that part
of OpenSource yet. So... I went the FastCGI way, since it was all about
config files.

HOWEVER, your stats package would be enough to move me, possibly, in the
direction of recompiling apache with mod_perl, et. al., and the extra
work.

Thank you for your attention.

Richard


From rbellamy at pteradigm.com  Fri Aug 22 03:13:14 2003
From: rbellamy at pteradigm.com (G. Richard Bellamy)
Date: Fri, 22 Aug 2003 00:13:14 -0700
Subject: [rt-users] Moving RT Installation
Message-ID: <0FC82FC6709BE34CB9118EE0E252FD23111660@ehost007.intermedia.net>

Hello,

Forgive me if this has been asked before, the usual disclaimers apply:
-o- I've checked the archives
-o- I've checked the documentation
-o- I've checked RTFM

In my Debian ignorance, I didn't realize there was a recent version of
RT available. Now that I've figured out how to manipulate where apt-get
goes to get package lists, I see that 3-0-4 is available.

I've already installed in the default rt directory /opt/rt3, and would
like to manage RT like the other packages via apt-get.

Any suggestions?

Richard


From pdh at snapgear.com  Fri Aug 22 03:30:12 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 22 Aug 2003 17:30:12 +1000
Subject: [rt-users] LogDispatch error
In-Reply-To: <5.1.0.14.2.20030821115547.03c40840@unixmail.qualcomm.com>
References: <5.1.0.14.2.20030821115547.03c40840@unixmail.qualcomm.com>
Message-ID: <20030822073012.GJ653@moreton.com.au>

John Gedeon wrote:
>    "unix passed to setlogsock, but path not available at 
> /opt/rt/perl/lib/site_perl/5.8.0/Log/Dispatch/Syslog.pm line 66"  how do I 
> fix that?

You're using Solaris or HP/UX, and $LogToSyslog in your RT config.
This has been asked several times on this list; the answers invariably
boil down to "hack your Log::Dispatch or Sys::Syslog modules", or
"disable $LogToSyslog and use $LogToFile instead".

>    Also there is a broken image in the upper lefthand corner how do I fix 
> that?

Fix $WebImagesURL or $LogoURL in your RT config?
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From myqu at hotmail.com  Fri Aug 22 05:11:46 2003
From: myqu at hotmail.com (Ada Hui)
Date: Fri, 22 Aug 2003 09:11:46 +0000
Subject: [rt-users] Minimum hardware requirement for installing RT
Message-ID: <BAY8-F54oEGT9cJzep600003c6b@hotmail.com>

I want to install RT 3.0.4 on red hat linux 9, do anyone know what is the 
minimum hardware requirement?

_________________________________________________________________
Get 10Mb extra storage for MSN Hotmail. Subscribe Now! 
http://join.msn.com/?pgmarket=en-hk



From Rasmus.Brogger at uni-c.dk  Fri Aug 22 06:00:43 2003
From: Rasmus.Brogger at uni-c.dk (Rasmus =?iso-8859-1?Q?Br=F8gger?=)
Date: Fri, 22 Aug 2003 12:00:43 +0200
Subject: [rt-users] Minimum hardware requirement for installing RT
In-Reply-To: <BAY8-F54oEGT9cJzep600003c6b@hotmail.com>
References: <BAY8-F54oEGT9cJzep600003c6b@hotmail.com>
Message-ID: <20030822100043.GA13689@balder.sektornet.dk>

On Fri, Aug 22, 2003 at 09:11:46AM +0000, Ada Hui wrote:
> I want to install RT 3.0.4 on red hat linux 9, do anyone know what is the 
> minimum hardware requirement?
> 
> _________________________________________________________________
> Get 10Mb extra storage for MSN Hotmail. Subscribe Now! 
> http://join.msn.com/?pgmarket=en-hk
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Fist off, whatever the requirement of RH9.
You'll need Apache 1.3 or newer.
Mysql 3.x or newer
mod_perl 1 or newer
perl 5.8

As the main requirements.

I have a testserver which is an old Sun Ultra5 with a ~250 mhz sparc cpu
and 128 mb ram. It runs Debian GNU/Linux, and has a working RT instance,
though its quite slow.

/rhb


From sean.perry at intransa.com  Fri Aug 22 11:16:16 2003
From: sean.perry at intransa.com (Sean Perry)
Date: Fri, 22 Aug 2003 08:16:16 -0700
Subject: [rt-users] Minimum hardware requirement for installing RT
In-Reply-To: <BAY8-F54oEGT9cJzep600003c6b@hotmail.com>
References: <BAY8-F54oEGT9cJzep600003c6b@hotmail.com>
Message-ID: <3F4633C0.20209@intransa.com>

Ada Hui wrote:

> I want to install RT 3.0.4 on red hat linux 9, do anyone know what is 
> the minimum hardware requirement?
> 

most of the grunt work of RT is done by the SQL daemon so as long as the 
hardware can sustain the number of queries you are fine.

As Rasmus points out, the "minimum" hardware can be quite small.  It is 
more about the quality of service you give the users of the system.

If RT is only going to be accesses by a small team, then you can go 
quite small.  If you plan to use this for a corporation / call center 
with lots of people always accessing it you should plan for more hardware.

A good starting point would be to see what your sql daemon of choice 
says about hardware requirements.  Then go read what the apache group 
has to say.





From murphy at genome.chop.edu  Fri Aug 22 12:23:52 2003
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Fri, 22 Aug 2003 12:23:52 -0400
Subject: [rt-users] Minimum hardware requirement for installing RT
In-Reply-To: <3F4633C0.20209@intransa.com>
Message-ID: <04B4EA08-D4BD-11D7-822A-0003930D3626@genome.chop.edu>

>> I want to install RT 3.0.4 on red hat linux 9, do anyone know what is 
>> the minimum hardware requirement?
>
> most of the grunt work of RT is done by the SQL daemon so as long as 
> the hardware can sustain the number of queries you are fine.

For me, the Perl/Mason code running in the webserver is the bottleneck, 
not the database.  In any case, if you miscalculate and need to scale 
up, you can do so by moving the database server to a separate machine; 
the configuration is no more difficult than when the database runs on 
the same machine.

On my platform (Mac OS X 10.2), the web server (apache 1.3.27 with 
mod_perl 1.28) uses 3 times* as much CPU as the database (postgresql 
7.3.4) -- the difference would probably be even greater for MySQL.  I 
would be interested in knowing other people's ratios.

I use RT3 on a dual CPU 1.2 GHz PowerMac with 1.5 GB RAM (this machine 
is used for other things), and the performance is acceptable but 
slightly disappointing for the 3 people who use it (not very heavily) 
-- even when the server is not doing anything else.   By disappointing 
I mean "sluggish enough that I wonder how well it would perform with 
more users or a bigger database".

Mason, which RT is built on, is cool technology, but some benchmarks 
suggest that it is slow as a dog (think dachshund rather than whippet) 
-- see http://www.chamas.com/bench/.  It also tends to use a large 
amount of memory (which won't matter on modern machines with >128MB 
RAM).

That being said, I don't regret picking RT (about a week into the 
experience).

-Kevin Murphy

*  ps aux time figures for apache and postgres processes launched at 
the same time 3 days ago:
apache: 6.16+13.67+15.37+18.67+11.91+13.37+13.34+14.37+12.08 = 118.94
postgres: 4.73+4.63+3.9+6.85+3.79+3.98+5.41+3.89 = 37.18
ratio of web/db: 118.94/37.18 = 3.2

Hopefully this comparison is valid - call me on this if not.



From sean.perry at intransa.com  Fri Aug 22 12:33:55 2003
From: sean.perry at intransa.com (Sean Perry)
Date: Fri, 22 Aug 2003 09:33:55 -0700
Subject: [rt-users] Minimum hardware requirement for installing RT
In-Reply-To: <04B4EA08-D4BD-11D7-822A-0003930D3626@genome.chop.edu>
References: <04B4EA08-D4BD-11D7-822A-0003930D3626@genome.chop.edu>
Message-ID: <3F4645F3.5010009@intransa.com>

Kevin Murphy wrote:

>>> I want to install RT 3.0.4 on red hat linux 9, do anyone know what is 
>>> the minimum hardware requirement?
>>
>>
>> most of the grunt work of RT is done by the SQL daemon so as long as 
>> the hardware can sustain the number of queries you are fine.
> 
> 
> For me, the Perl/Mason code running in the webserver is the bottleneck, 
> not the database.  In any case, if you miscalculate and need to scale 
> up, you can do so by moving the database server to a separate machine; 
> the configuration is no more difficult than when the database runs on 
> the same machine.
> 
> On my platform (Mac OS X 10.2), the web server (apache 1.3.27 with 
> mod_perl 1.28) uses 3 times* as much CPU as the database (postgresql 
> 7.3.4) -- the difference would probably be even greater for MySQL.  I 
> would be interested in knowing other people's ratios.
> 

I went with mysql here because there were already mysql installs when I 
started (don't change things as a new hire).

I see about equivalent hardware use between apache and mysql.  If 
anything the apache + perl uses more memory.

Perhaps the perl on OS X is not particularly optimized?

> I use RT3 on a dual CPU 1.2 GHz PowerMac with 1.5 GB RAM (this machine 
> is used for other things), and the performance is acceptable but 
> slightly disappointing for the 3 people who use it (not very heavily) -- 
> even when the server is not doing anything else.   By disappointing I 
> mean "sluggish enough that I wonder how well it would perform with more 
> users or a bigger database".
> 
> Mason, which RT is built on, is cool technology, but some benchmarks 
> suggest that it is slow as a dog (think dachshund rather than whippet) 
> -- see http://www.chamas.com/bench/.  It also tends to use a large 
> amount of memory (which won't matter on modern machines with >128MB RAM).
> 
> That being said, I don't regret picking RT (about a week into the 
> experience).
> 

with close to 200 tickets and 20 some users I am not too upset with the 
performance.  But it would be nice if something other than Mason had 
been picked.  A bit late now though.

When we have 1,000 tickets will see how things shape up.




From jgedeon at qualcomm.com  Fri Aug 22 12:44:12 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Fri, 22 Aug 2003 09:44:12 -0700
Subject: [rt-users] LogDispatch error
In-Reply-To: <20030822073012.GJ653@moreton.com.au>
References: <5.1.0.14.2.20030821115547.03c40840@unixmail.qualcomm.com>
 <5.1.0.14.2.20030821115547.03c40840@unixmail.qualcomm.com>
Message-ID: <5.1.0.14.2.20030822091740.03c5cd20@unixmail.qualcomm.com>

At 12:30 AM 8/22/2003, Phil Homewood wrote:
>John Gedeon wrote:
> >    "unix passed to setlogsock, but path not available at
> > /opt/rt/perl/lib/site_perl/5.8.0/Log/Dispatch/Syslog.pm line 66"  how do I
> > fix that?
>
>You're using Solaris or HP/UX, and $LogToSyslog in your RT config.

Yes (Solaris)

>This has been asked several times on this list; the answers invariably
>boil down to "hack your Log::Dispatch or Sys::Syslog modules", or
>"disable $LogToSyslog and use $LogToFile instead".

I tried disabling it in the RT config by setting Set($LogToSyslog, undef); 
but it didn't work.
I also tried commenting that line out but it still didnt work.  How do I 
disable it?


> >    Also there is a broken image in the upper lefthand corner how do I fix
> > that?
>
>Fix $WebImagesURL or $LogoURL in your RT config?

Seems I missed setting that Thought i did. Fixed now.


>--
>Phil Homewood, Systems Janitor, http://www.SnapGear.com
>pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
>SnapGear - Custom Embedded Solutions and Security Appliances
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm


--
<>< 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  Fri Aug 22 13:02:58 2003
From: jgedeon at qualcomm.com (John Gedeon)
Date: Fri, 22 Aug 2003 10:02:58 -0700
Subject: [rt-users] LogDispatch error
In-Reply-To: <5.1.0.14.2.20030822091740.03c5cd20@unixmail.qualcomm.com>
References: <20030822073012.GJ653@moreton.com.au>
 <5.1.0.14.2.20030821115547.03c40840@unixmail.qualcomm.com>
 <5.1.0.14.2.20030821115547.03c40840@unixmail.qualcomm.com>
Message-ID: <5.1.0.14.2.20030822100212.03c5ec50@unixmail.qualcomm.com>

Fixed the logging problem. I had to change it in RT_Config.pm not just 
RT_SiteConfig.pm to get rid of the error. Now its working fine.

Thanks
John
At 09:44 AM 8/22/2003, John Gedeon wrote:
>At 12:30 AM 8/22/2003, Phil Homewood wrote:
>>John Gedeon wrote:
>> >    "unix passed to setlogsock, but path not available at
>> > /opt/rt/perl/lib/site_perl/5.8.0/Log/Dispatch/Syslog.pm line 66"  how do I
>> > fix that?
>>
>>You're using Solaris or HP/UX, and $LogToSyslog in your RT config.
>
>Yes (Solaris)
>
>>This has been asked several times on this list; the answers invariably
>>boil down to "hack your Log::Dispatch or Sys::Syslog modules", or
>>"disable $LogToSyslog and use $LogToFile instead".
>
>I tried disabling it in the RT config by setting Set($LogToSyslog, undef); 
>but it didn't work.
>I also tried commenting that line out but it still didnt work.  How do I 
>disable it?
>
>
>> >    Also there is a broken image in the upper lefthand corner how do I fix
>> > that?
>>
>>Fix $WebImagesURL or $LogoURL in your RT config?
>
>Seems I missed setting that Thought i did. Fixed now.
>
>
>>--
>>Phil Homewood, Systems Janitor, http://www.SnapGear.com
>>pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
>>SnapGear - Custom Embedded Solutions and Security Appliances
>>_______________________________________________
>>rt-users mailing list
>>rt-users at lists.fsck.com
>>http://lists.fsck.com/mailman/listinfo/rt-users
>>
>>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
>
>--
><>< 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 RT at InterCept.Net  Fri Aug 22 16:34:59 2003
From: RT at InterCept.Net (RT)
Date: Fri, 22 Aug 2003 16:34:59 -0400
Subject: [rt-users] RT Statistics Problem
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB259554@icptex02.corp.icpt.net>

Running RH 8.0 with gd-2.07, Chart-Graph2, gd-2.0.15, on RT 3.0.4
 
I am getting no graphs on any of my statistics pages and with no errors.
Anyone have any tips or ideas to help troubleshoot why?
 
Thanks,
Michael Brown
InterCept
Systems Administrator
770.248.9600 x4856
 
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From RT at InterCept.Net  Fri Aug 22 16:43:29 2003
From: RT at InterCept.Net (RT)
Date: Fri, 22 Aug 2003 16:43:29 -0400
Subject: [rt-users] RT Statistics Problem
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B671@icptex02.corp.icpt.net>

Btw, I am using the lastest ver he has posted/build which was on the
21st I believe, just d/l it today.
 
Michael
 
-----Original Message-----
From: RT 
Posted At: Friday, August 22, 2003 4:35 PM
Posted To: RT
Conversation: RT Statistics Problem
Subject: [rt-users] RT Statistics Problem
 
Running RH 8.0 with gd-2.07, Chart-Graph2, gd-2.0.15, on RT 3.0.4
 
I am getting no graphs on any of my statistics pages and with no errors.
Anyone have any tips or ideas to help troubleshoot why?
 
Thanks,
Michael Brown
InterCept
Systems Administrator
770.248.9600 x4856
 
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From robin-lists at robinbowes.com  Fri Aug 22 18:52:50 2003
From: robin-lists at robinbowes.com (Robin Bowes)
Date: Fri, 22 Aug 2003 23:52:50 +0100
Subject: [rt-users] Help for beginner
Message-ID: <PEEHLHIKCEANIKOOMGIGMEFHCAAA.robin-lists@robinbowes.com>

Hi,

Can anyone point me at a step-b-ystep guide to first time set up of RT3 for
a newcomer to the package?

I like to think I'm reasonably competent, but I'm struggling to get my head
round the various RT concepts (queues, scrips, how to handle mail, etc).

What would be ideal for me would a tutorial that takes you through
first-time configuration and sets up a couple of queues and also shows how
to handle mail to "support at robinbowes.com".

Does this sort of thing exist?

Thanks,

R.
---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.512 / Virus Database: 309 - Release Date: 19/08/2003



From alesh at sportina.si  Sat Aug 23 05:39:22 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Sat, 23 Aug 2003 11:39:22 +0200
Subject: [rt-users] Help for beginner
In-Reply-To: <PEEHLHIKCEANIKOOMGIGMEFHCAAA.robin-lists@robinbowes.com>
Message-ID: <003401c3695a$728fddb0$0c16fad5@OMNIBOOK>

Robin,

you have a README file in the base dir, which guides you how to install RT
on your system.

Then you have a draft manual for RT located at
http://www.bestpractical.com/rt/docs.html .

Then you have some/alot of useful information located at
http://fsck.com/rtfm .

And when you really really get stuck you have the mailing lists =>
http://www.bestpractical.com/rt/lists.html .

Using your head a bit, won't hurt.

A.

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Robin Bowes
Sent: Saturday, August 23, 2003 12:53 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] Help for beginner


Hi,

Can anyone point me at a step-b-ystep guide to first time set up of RT3 for
a newcomer to the package?

I like to think I'm reasonably competent, but I'm struggling to get my head
round the various RT concepts (queues, scrips, how to handle mail, etc).

What would be ideal for me would a tutorial that takes you through
first-time configuration and sets up a couple of queues and also shows how
to handle mail to "support at robinbowes.com".

Does this sort of thing exist?

Thanks,

R.
---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.512 / Virus Database: 309 - Release Date: 19/08/2003

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 iqbala at qwestip.net  Sat Aug 23 17:54:52 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Sat, 23 Aug 2003 17:54:52 -0400 (EDT)
Subject: [rt-users] httpd's are more than 10%
In-Reply-To: <00f001c367f4$36f25c40$4601a8c0@OMNIBOOK>
Message-ID: <Pine.GSO.4.30L2.0308231749220.8108-100000@qmail>

On Thu, 21 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:

> Try to go with my-large.cnf, the amount of RAM you've got is plenty for
> my-large.
>
> And yes try 3.0.5pre3.
>
> A.

using my-large instead of my-medium and upgraded from RT-3-0-4 to RT-3-0-5pre3
and now the same ticket takes 9.5 sec to retrieve instead of 58 secs

Now I am not sure if I need to be concerned about the httpds that are
*still* over 10%

Thanks for all the help
>
> -----Original Message-----
> From: Asif Iqbal [mailto:iqbala at qwestip.net]
> Sent: Thursday, August 21, 2003 4:46 PM
> To: Ale? Su?nik
> Subject: RE: [rt-users] httpd's are more than 10%
>
>
> On Thu, 21 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:
>
> > HW configuration?
>
> Soalris 420R, 4x450 Mhz/4 GB Ram
>
> > mysql config?
>
> my-medium.cnf
>
> > Tried 3.0.5pre3?
>
> No, should I ?
>
> >
> > A.
> >
> > -----Original Message-----
> > From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
> > On Behalf Of Asif Iqbal
> > Sent: Thursday, August 21, 2003 3:58 PM
> > To: rt-users at lists.fsck.com
> > Cc: rt-devel at lists.fsck.com
> > Subject: [rt-users] httpd's are more than 10%
> >
> >
> > I am using RT-3-0-4/Mysql4.0.13/Apache 1.3.27+mod_perl1/Perl 5.8
> >
> > I noticed three out of 10 of my httpd sessions are taking more than 10% of
> > CPU
> > and they are excruciatingly slow. Not sure if we need to switch to a
> > different
> > product at this time. I really had very good experience with RT2 and not
> > with
> > RT3. I followed the instruction while upgrading to RT3.
> >
> > Someone else experiencing the same way ?
> >
> > Sorry I needed to vent out :-(
> >
> > Thanks
> >
> >
>
>

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From alesh at sportina.si  Sun Aug 24 03:59:42 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Sun, 24 Aug 2003 09:59:42 +0200
Subject: [rt-users] httpd's are more than 10%
In-Reply-To: <Pine.GSO.4.30L2.0308231749220.8108-100000@qmail>
Message-ID: <006301c36a15$b1c856e0$0c16fad5@OMNIBOOK>

Try optimizing your mysql (there's plenty of info about that on the web).
You said you've got 4gb of RAM, use it well...

A.

-----Original Message-----
From: Asif Iqbal [mailto:iqbala at qwestip.net] 
Sent: Saturday, August 23, 2003 11:55 PM
To: Ale? Su?nik
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] httpd's are more than 10%


On Thu, 21 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:

> Try to go with my-large.cnf, the amount of RAM you've got is plenty for
> my-large.
>
> And yes try 3.0.5pre3.
>
> A.

using my-large instead of my-medium and upgraded from RT-3-0-4 to
RT-3-0-5pre3
and now the same ticket takes 9.5 sec to retrieve instead of 58 secs

Now I am not sure if I need to be concerned about the httpds that are
*still* over 10%

Thanks for all the help
>
> -----Original Message-----
> From: Asif Iqbal [mailto:iqbala at qwestip.net]
> Sent: Thursday, August 21, 2003 4:46 PM
> To: Ale? Su?nik
> Subject: RE: [rt-users] httpd's are more than 10%
>
>
> On Thu, 21 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:
>
> > HW configuration?
>
> Soalris 420R, 4x450 Mhz/4 GB Ram
>
> > mysql config?
>
> my-medium.cnf
>
> > Tried 3.0.5pre3?
>
> No, should I ?
>
> >
> > A.
> >
> > -----Original Message-----
> > From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]
> > On Behalf Of Asif Iqbal
> > Sent: Thursday, August 21, 2003 3:58 PM
> > To: rt-users at lists.fsck.com
> > Cc: rt-devel at lists.fsck.com
> > Subject: [rt-users] httpd's are more than 10%
> >
> >
> > I am using RT-3-0-4/Mysql4.0.13/Apache 1.3.27+mod_perl1/Perl 5.8
> >
> > I noticed three out of 10 of my httpd sessions are taking more than 10%
of
> > CPU
> > and they are excruciatingly slow. Not sure if we need to switch to a
> > different
> > product at this time. I really had very good experience with RT2 and not
> > with
> > RT3. I followed the instruction while upgrading to RT3.
> >
> > Someone else experiencing the same way ?
> >
> > Sorry I needed to vent out :-(
> >
> > Thanks
> >
> >
>
>

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1





From graham at jahiel.net  Sun Aug 24 05:03:06 2003
From: graham at jahiel.net (Graham Freeman)
Date: Sun, 24 Aug 2003 02:03:06 -0700 (PDT)
Subject: [rt-users] rt3 Error while initialise-database
In-Reply-To: <20030415195437.A5721@shaitan.lightconsulting.com>
Message-ID: <Pine.LNX.4.44.0308240202240.2594-100000@enliven.jahiel.net>

On Tue, 15 Apr 2003, Dean Kao wrote:

> > 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, <SCHEMA> 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 


Thanks!  That helped me get past the same problem on Red Hat EL ES 2.1.

-Graham




From fred.lecul at cba.com.au  Sun Aug 24 20:49:39 2003
From: fred.lecul at cba.com.au (Lecul, Fred)
Date: Mon, 25 Aug 2003 10:49:39 +1000
Subject: [rt-users] Apache error - Cannot resolve file to component
Message-ID: <C37147635CECD611BA430002A5CDD38905B4BBE0@C205960S12>

Hi all,

I recently upgraded my debian box with coldfusion 6.1 and for some reason
now request tracker is giving me the following apache error. Anyone have any
idea's??

[Mason] Cannot resolve file to component: /opt/rt3/share/html/index.html (is
file outside component root?) at
/usr/local/share/perl/5.6.1/HTML/Mason/ApacheHandler.pm line 838.

Fred


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From hermann at rodeios.com  Sun Aug 24 23:44:16 2003
From: hermann at rodeios.com (Hermann Wecke)
Date: Sun, 24 Aug 2003 23:44:16 -0400 (EDT)
Subject: [rt-users] RT3 and international characters - positive feedback
Message-ID: <Pine.BSF.4.44.0308242343160.94346-100000@mokpa.pair.com>

On Mon, 11 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:
> I had problems with international characters being displayed in ticket's
> history (local Slovenian characters).
>
> Today I recompiled apache (1.3.28) with php 4.3.2, modperl 1.28 (i
> already had perl 5.8.0 installed) and now international characters in
> tickets history work!

Anybody else was able to reproduce this same (succesful) installation to
handle foreign characters?

I'm running Apache/1.3.27 (Unix) PHP/4.3.1 mod_perl/1.27 and I'm not able
to handle international characters...



From dj.dule at planetsky.com  Mon Aug 25 02:33:38 2003
From: dj.dule at planetsky.com (Dusan Djordjevic)
Date: Mon, 25 Aug 2003 09:33:38 +0300
Subject: [rt-users] HTML messages,
Message-ID: <200308250933.38695.dj.dule@planetsky.com>

Hi all,

Is there any way to parse incoming HTML messages, since now I can only 
view them as attachments ? It would be nice to parse it and put into 
queue, and keep original as attachment.

TIA...
-- 
Eng. Dusan Djordjevic (RHCE)   PlanetSky Ltd.
Tel: +357 22454896    *    Fax: +357-22518022
http://www.planetsky.com  dusan at planetsky.com



From alesh at sportina.si  Mon Aug 25 03:11:39 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Mon, 25 Aug 2003 09:11:39 +0200
Subject: [rt-users] RT3 and international characters - positive feedback
In-Reply-To: <Pine.BSF.4.44.0308242343160.94346-100000@mokpa.pair.com>
Message-ID: <001b01c36ad8$23ce2ae0$4601a8c0@OMNIBOOK>

You did recompile mod_perl and apache?

A.


-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Hermann Wecke
Sent: Monday, August 25, 2003 5:44 AM
To: rt-users at lists.fsck.com
Subject: Re: [rt-users] RT3 and international characters - positive feedback


On Mon, 11 Aug 2003, [iso-8859-2] Ale Sunik wrote:
> I had problems with international characters being displayed in ticket's
> history (local Slovenian characters).
>
> Today I recompiled apache (1.3.28) with php 4.3.2, modperl 1.28 (i
> already had perl 5.8.0 installed) and now international characters in
> tickets history work!

Anybody else was able to reproduce this same (succesful) installation to
handle foreign characters?

I'm running Apache/1.3.27 (Unix) PHP/4.3.1 mod_perl/1.27 and I'm not able
to handle international characters...

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 cubic at acronis.ru  Mon Aug 25 08:46:42 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Mon, 25 Aug 2003 16:46:42 +0400
Subject: [rt-users] RT3 and international characters - positive feedback
In-Reply-To: <Pine.BSF.4.44.0308242343160.94346-100000@mokpa.pair.com>
References: <Pine.BSF.4.44.0308242343160.94346-100000@mokpa.pair.com>
Message-ID: <3F4A0532.7070709@acronis.ru>

I've success.
Hermann Wecke wrote:

>On Mon, 11 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:
>  
>
>>I had problems with international characters being displayed in ticket's
>>history (local Slovenian characters).
>>
>>Today I recompiled apache (1.3.28) with php 4.3.2, modperl 1.28 (i
>>already had perl 5.8.0 installed) and now international characters in
>>tickets history work!
>>    
>>
>
>Anybody else was able to reproduce this same (succesful) installation to
>handle foreign characters?
>
>I'm running Apache/1.3.27 (Unix) PHP/4.3.1 mod_perl/1.27 and I'm not able
>to handle international characters...
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.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 dag at dynasim.se  Mon Aug 25 09:32:57 2003
From: dag at dynasim.se (Dag Bruck)
Date: Mon, 25 Aug 2003 15:32:57 +0200
Subject: [rt-users] AdminUsers permission required to see user data?
Message-ID: <200308251332.h7PDWv128594@net.dynasim.se>

I have set up RT 3.0.4 and we're beginning to use it. Here is a small problem,
that perhaps is just a question of setup.

Problem:

  When a new ticket comes in from a non-staff user, a user is automatically
  created.  However, the ticket contains a message of the type "No comment
  set for this user."  Also, it is not possible to set the comment, or any
  other data for the user.

Partial solution:

  If I give the staff users the "AdminUsers" right, they can now see user data
  including the comment, and they can also change data for the user.

New problem follows:

  If I give staff users the "AdminUsers" right, theu can now set any data
  for any users, including changing password for other staff users. I don't
  think they intend to do that on purpose, but there is a risk of mistakes.

What I want:

  I would like to see more levels of protection.

  - The right to see user data, which is pretty obvious.
  - The right to set comments, address etc. for a user. This should be
    allowed for any staff user.
  - The right to change sensitive data, for example the right to become
    a full RT user or the right to set passwords.  I want this level
    to be quite restricted.

Comments and feedback greatly appreciated.

Dag Bruck
Dynasim AB
Lund, Sweden


From wright at nimm.com  Mon Aug 25 12:24:54 2003
From: wright at nimm.com (Mitchell Wright)
Date: Mon, 25 Aug 2003 12:24:54 -0400
Subject: [rt-users] Help for beginner
In-Reply-To: <003401c3695a$728fddb0$0c16fad5@OMNIBOOK>
Message-ID: <BB6FB096.24B5C%wright@nimm.com>

"Using your head a bit, won't hurt."

Why are so many of you so rude and ignorant? If it was such an incredible
burden on your oh so clever brain to write the email then why bother?

On 8/23/03 5:39 AM, "Ale? Su?nik" <alesh at sportina.si> wrote:

> Robin,
> 
> you have a README file in the base dir, which guides you how to install RT
> on your system.
> 
> Then you have a draft manual for RT located at
> http://www.bestpractical.com/rt/docs.html .
> 
> Then you have some/alot of useful information located at
> http://fsck.com/rtfm .
> 
> And when you really really get stuck you have the mailing lists =>
> http://www.bestpractical.com/rt/lists.html .
> 
> Using your head a bit, won't hurt.
> 
> A.
> 
> -----Original Message-----
> From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
> On Behalf Of Robin Bowes
> Sent: Saturday, August 23, 2003 12:53 AM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Help for beginner
> 
> 
> Hi,
> 
> Can anyone point me at a step-b-ystep guide to first time set up of RT3 for
> a newcomer to the package?
> 
> I like to think I'm reasonably competent, but I'm struggling to get my head
> round the various RT concepts (queues, scrips, how to handle mail, etc).
> 
> What would be ideal for me would a tutorial that takes you through
> first-time configuration and sets up a couple of queues and also shows how
> to handle mail to "support at robinbowes.com".
> 
> Does this sort of thing exist?
> 
> Thanks,
> 
> R.
> ---
> Outgoing mail is certified Virus Free.
> Checked by AVG anti-virus system (http://www.grisoft.com).
> Version: 6.0.512 / Virus Database: 309 - Release Date: 19/08/2003
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 prlawrence at Lehigh.EDU  Mon Aug 25 08:31:02 2003
From: prlawrence at Lehigh.EDU (Phil R Lawrence)
Date: Mon, 25 Aug 2003 07:31:02 -0500
Subject: [rt-users] Help for beginner
In-Reply-To: <BB6FB096.24B5C%wright@nimm.com>
References: <003401c3695a$728fddb0$0c16fad5@OMNIBOOK>
	<BB6FB096.24B5C%wright@nimm.com>
Message-ID: <20030825073102.1f9ba9ef.prlawrence@lehigh.edu>

> > Can anyone point me at a step-b-ystep guide to first time set up of RT3 for
> > a newcomer to the package?

I remember that the RT2 docs had a line by line demo for RedHat install.  I found that helpful.  Perhaps there is such an example for RT3 as well, but I don't know.  (Haven't upgraded.)

prl


From mikhail.sobolev at transas.com  Mon Aug 25 13:28:03 2003
From: mikhail.sobolev at transas.com (Mikhail Sobolev)
Date: Mon, 25 Aug 2003 18:28:03 +0100
Subject: [rt-users] Manipulating Tickets via E-mail
Message-ID: <20030825172803.GA13384@transas.co.uk>

While browsing archives I found that it were possible to manipulate the
tickets via e-mail requests.  Is this feature still available?

Thanks

--
Misha


From ahorn at deorth.org  Mon Aug 25 16:42:29 2003
From: ahorn at deorth.org (ahorn at deorth.org)
Date: Mon, 25 Aug 2003 13:42:29 -0700 (PDT)
Subject: [rt-users] Help for beginner
In-Reply-To: <BB6FB096.24B5C%wright@nimm.com>
Message-ID: <Pine.NEB.4.44.0308251338460.10407-100000@slick.sigje.org>

On Mon, 25 Aug 2003, Mitchell Wright wrote:

>Date: Mon, 25 Aug 2003 12:24:54 -0400
>From: Mitchell Wright <wright at nimm.com>
>To: RT Mailing List <rt-users at lists.fsck.com>
>Subject: Re: [rt-users] Help for beginner
>
>"Using your head a bit, won't hurt."
>
>Why are so many of you so rude and ignorant? If it was such an incredible
>burden on your oh so clever brain to write the email then why bother?

I concur.

I have used my head to figure out RT. I am still ignorant of many of its
aspects. A lot of the underlying Mason stuff I don't understand. I am not
a database expert so the schema visualisation doesn't help me that much
either. I have'nt found an overall 'this is how RT works' type document

you know..

user clicks button to submit ticket.. the folowing code is executed etc...

Without that roadmap it becomes hellish to try and extent.

As a result, extending RT is difficult for me to come to grips with. I
think the general install documentation is pretty good, but some nice part
of the faq that talks about stuff like :

o Changing forms contents
o Adding new fields
o Changing look and feel
o Workflow definition


etc... would be nice. This mailing list is a great resource, but in the
last twice that I've sent a query to it, no-one has been able to (or had
the time to) answer my queries.

Hey.. free support though.. you take what you can get. If I really needed
an answer really quick I'd contract the authors for support at market
rates :)

Cheers,

Al


> >On 8/23/03 5:39 AM, "Ale?
Su?nik" <alesh at sportina.si> wrote: >
>> Robin,
>>
>> you have a README file in the base dir, which guides you how to install RT
>> on your system.
>>
>> Then you have a draft manual for RT located at
>> http://www.bestpractical.com/rt/docs.html .
>>
>> Then you have some/alot of useful information located at
>> http://fsck.com/rtfm .
>>
>> And when you really really get stuck you have the mailing lists =>
>> http://www.bestpractical.com/rt/lists.html .
>>
>> Using your head a bit, won't hurt.
>>
>> A.
>>
>> -----Original Message-----
>> From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
>> On Behalf Of Robin Bowes
>> Sent: Saturday, August 23, 2003 12:53 AM
>> To: rt-users at lists.fsck.com
>> Subject: [rt-users] Help for beginner
>>
>>
>> Hi,
>>
>> Can anyone point me at a step-b-ystep guide to first time set up of RT3 for
>> a newcomer to the package?
>>
>> I like to think I'm reasonably competent, but I'm struggling to get my head
>> round the various RT concepts (queues, scrips, how to handle mail, etc).
>>
>> What would be ideal for me would a tutorial that takes you through
>> first-time configuration and sets up a couple of queues and also shows how
>> to handle mail to "support at robinbowes.com".
>>
>> Does this sort of thing exist?
>>
>> Thanks,
>>
>> R.
>> ---
>> Outgoing mail is certified Virus Free.
>> Checked by AVG anti-virus system (http://www.grisoft.com).
>> Version: 6.0.512 / Virus Database: 309 - Release Date: 19/08/2003
>>
>> _______________________________________________
>> rt-users mailing list
>> rt-users at lists.fsck.com
>> http://lists.fsck.com/mailman/listinfo/rt-users
>>
>> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>>
>>
>> _______________________________________________
>> rt-users mailing list
>> rt-users at lists.fsck.com
>> http://lists.fsck.com/mailman/listinfo/rt-users
>>
>> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>



From rspier at pobox.com  Mon Aug 25 16:56:18 2003
From: rspier at pobox.com (Robert Spier)
Date: Mon, 25 Aug 2003 13:56:18 -0700
Subject: [rt-users] Help for beginner
In-Reply-To: <Pine.NEB.4.44.0308251338460.10407-100000@slick.sigje.org>
References: <BB6FB096.24B5C%wright@nimm.com>
	<Pine.NEB.4.44.0308251338460.10407-100000@slick.sigje.org>
Message-ID: <m3isoljw25.wl_rspier@pobox.com>

> As a result, extending RT is difficult for me to come to grips with. I
> think the general install documentation is pretty good, but some nice part
> of the faq that talks about stuff like :
> o Changing forms contents
> o Adding new fields
> o Changing look and feel
> o Workflow definition
> Hey.. free support though.. you take what you can get. If I really needed
> an answer really quick I'd contract the authors for support at market
> rates :)

<shameless plug>
Or you can come to our developer training class, (doing a little
poking, there's the one in San Francisco which is relatively close to
you), which explains a lot of the above.
</shameless plug>

-R


From robin-lists at robinbowes.com  Mon Aug 25 18:09:26 2003
From: robin-lists at robinbowes.com (Robin Bowes)
Date: Mon, 25 Aug 2003 23:09:26 +0100 (BST)
Subject: [rt-users] Help for beginner
In-Reply-To: <Pine.NEB.4.44.0308251338460.10407-100000@slick.sigje.org>
References: <BB6FB096.24B5C%wright@nimm.com>
    <Pine.NEB.4.44.0308251338460.10407-100000@slick.sigje.org>
Message-ID: <1848.192.168.1.248.1061849366.squirrel@webmail.robinbowes.com>

On Mon, August 25, 2003 9:42 pm, "ahorn at deorth.org" said:
> I have used my head to figure out RT. I am still ignorant of many of its
> aspects. A lot of the underlying Mason stuff I don't understand. I am not
> a database expert so the schema visualisation doesn't help me that much
> either. I have'nt found an overall 'this is how RT works' type document
>
> you know..
>
> user clicks button to submit ticket.. the folowing code is executed etc...
>
> Without that roadmap it becomes hellish to try and extent.

Al,

You've hit the nail on the head.

I'm not some clueless newbie coming asking for someone to tell me which
buttons to press. I'm reasonably competent, but have no clue about the way
RT hangs together, which makes it difficult for me to know where to look
to work out how to configure it.

Something like the qmail big picture (http://www.nrg4u.com/) would help me
greatly to configure RT.

As it happens, I've discovered that mod_perl is rather too memory hungry
for my Celeron 333Hmz and 256MB RAM so I'm not proceeding with RT any
further at this stage.

Cheers,

R.
-- 
Robin Bowes | http://robinbowes.com


From murphy at genome.chop.edu  Mon Aug 25 18:15:21 2003
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Mon, 25 Aug 2003 18:15:21 -0400
Subject: [rt-users] Help for beginner
In-Reply-To: <Pine.NEB.4.44.0308251338460.10407-100000@slick.sigje.org>
Message-ID: <9E0420A8-D749-11D7-825E-0003930D3626@genome.chop.edu>

Al,

I would like to help to improve the documentation, especially regarding 
customization of RT.   I introduced RT to my research lab (and myself) 
a week ago, and we are on the cusp of embracing/chucking it.  The 
consensus is that RT is promising but kind of clunky, and I've received 
many change requests for RT itself.

Mostly what I've done so far is just to tweak some of the HTML and go 
into the database to fix up ordering and descriptions of custom fields, 
but I'd like to do more.

I also don't know that much about mason, but at least we have this: 
http://www.masonbook.com/book/

If you get into customization, I'm guessing it would be helpful to use 
Aegis, which I know nothing about.  At the moment, what I've done is 
import the installed rt3 tree into a cvs repository.  That way, when 
3.0.5 comes out, I will be able to relatively easily merge my changes 
into the new release.

-Kevin

On Monday, August 25, 2003, at 04:42 PM, ahorn at deorth.org wrote:

>
> On Mon, 25 Aug 2003, Mitchell Wright wrote:
>
>> Date: Mon, 25 Aug 2003 12:24:54 -0400
>> From: Mitchell Wright <wright at nimm.com>
>> To: RT Mailing List <rt-users at lists.fsck.com>
>> Subject: Re: [rt-users] Help for beginner
>>
>> "Using your head a bit, won't hurt."
>>
>> Why are so many of you so rude and ignorant? If it was such an 
>> incredible
>> burden on your oh so clever brain to write the email then why bother?
>
> I concur.
>
> I have used my head to figure out RT. I am still ignorant of many of 
> its
> aspects. A lot of the underlying Mason stuff I don't understand. I am 
> not
> a database expert so the schema visualisation doesn't help me that much
> either. I have'nt found an overall 'this is how RT works' type document
>
> you know..
>
> user clicks button to submit ticket.. the folowing code is executed 
> etc...
>
> Without that roadmap it becomes hellish to try and extent.
>
> As a result, extending RT is difficult for me to come to grips with. I
> think the general install documentation is pretty good, but some nice 
> part
> of the faq that talks about stuff like :
>
> o Changing forms contents
> o Adding new fields
> o Changing look and feel
> o Workflow definition
>
>
> etc... would be nice. This mailing list is a great resource, but in the
> last twice that I've sent a query to it, no-one has been able to (or 
> had
> the time to) answer my queries.
>
> Hey.. free support though.. you take what you can get. If I really 
> needed
> an answer really quick I'd contract the authors for support at market
> rates :)
>
> Cheers,
>
> Al
>
>
>>> On 8/23/03 5:39 AM, "Ale?
> Su?nik" <alesh at sportina.si> wrote: >
>>> Robin,
>>>
>>> you have a README file in the base dir, which guides you how to 
>>> install RT
>>> on your system.
>>>
>>> Then you have a draft manual for RT located at
>>> http://www.bestpractical.com/rt/docs.html .
>>>
>>> Then you have some/alot of useful information located at
>>> http://fsck.com/rtfm .
>>>
>>> And when you really really get stuck you have the mailing lists =>
>>> http://www.bestpractical.com/rt/lists.html .
>>>
>>> Using your head a bit, won't hurt.
>>>
>>> A.
>>>
>>> -----Original Message-----
>>> From: rt-users-admin at lists.fsck.com 
>>> [mailto:rt-users-admin at lists.fsck.com]
>>> On Behalf Of Robin Bowes
>>> Sent: Saturday, August 23, 2003 12:53 AM
>>> To: rt-users at lists.fsck.com
>>> Subject: [rt-users] Help for beginner
>>>
>>>
>>> Hi,
>>>
>>> Can anyone point me at a step-b-ystep guide to first time set up of 
>>> RT3 for
>>> a newcomer to the package?
>>>
>>> I like to think I'm reasonably competent, but I'm struggling to get 
>>> my head
>>> round the various RT concepts (queues, scrips, how to handle mail, 
>>> etc).
>>>
>>> What would be ideal for me would a tutorial that takes you through
>>> first-time configuration and sets up a couple of queues and also 
>>> shows how
>>> to handle mail to "support at robinbowes.com".
>>>
>>> Does this sort of thing exist?
>>>
>>> Thanks,
>>>
>>> R.
>>> ---
>>> Outgoing mail is certified Virus Free.
>>> Checked by AVG anti-virus system (http://www.grisoft.com).
>>> Version: 6.0.512 / Virus Database: 309 - Release Date: 19/08/2003
>>>
>>> _______________________________________________
>>> rt-users mailing list
>>> rt-users at lists.fsck.com
>>> http://lists.fsck.com/mailman/listinfo/rt-users
>>>
>>> Have you read the FAQ? The RT FAQ Manager lives at 
>>> http://fsck.com/rtfm
>>>
>>>
>>> _______________________________________________
>>> rt-users mailing list
>>> rt-users at lists.fsck.com
>>> http://lists.fsck.com/mailman/listinfo/rt-users
>>>
>>> Have you read the FAQ? The RT FAQ Manager lives at 
>>> http://fsck.com/rtfm
>>>
>>
>> _______________________________________________
>> rt-users mailing list
>> rt-users at lists.fsck.com
>> http://lists.fsck.com/mailman/listinfo/rt-users
>>
>> Have you read the FAQ? The RT FAQ Manager lives at 
>> http://fsck.com/rtfm
>>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 robin-lists at robinbowes.com  Mon Aug 25 18:59:23 2003
From: robin-lists at robinbowes.com (Robin Bowes)
Date: Mon, 25 Aug 2003 23:59:23 +0100
Subject: [rt-users] Help for beginner
In-Reply-To: <BB6FB096.24B5C%wright@nimm.com>
Message-ID: <PEEHLHIKCEANIKOOMGIGCEFJCAAA.robin-lists@robinbowes.com>

> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]On Behalf Of Mitchell Wright
> Sent: 25 August 2003 17:25
> To: RT Mailing List
> Subject: Re: [rt-users] Help for beginner
>
>
> "Using your head a bit, won't hurt."
>
> Why are so many of you so rude and ignorant? If it was such an incredible
> burden on your oh so clever brain to write the email then why bother?

Hey Mitchell,

If you think that was rude and ignorant, you should try hanging out on the
qmail list!

Cheers,

R.
---
Outgoing mail is certified Virus Free.
Checked by AVG anti-virus system (http://www.grisoft.com).
Version: 6.0.512 / Virus Database: 309 - Release Date: 19/08/2003



From jerker.montelius at ppm.nu  Tue Aug 26 04:29:46 2003
From: jerker.montelius at ppm.nu (Jerker Montelius)
Date: Tue, 26 Aug 2003 10:29:46 +0200
Subject: [rt-users] Bugzilla to RT3
Message-ID: <1061886585.23333.4.camel@stopc0291.premiepensionsmyndigheten.se>

Has anyone migrated from bugzilla to RT3?

I am greatful for any scrips or experience?

Jerker





From pape-rt at inf.fu-berlin.de  Tue Aug 26 04:48:35 2003
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Tue, 26 Aug 2003 10:48:35 +0200
Subject: [rt-users] critical bug rt-3-0-5pre4: silently ignoring incoming mail
Message-ID: <2147483647.1061894915@[10.0.255.35]>

Hello,

after installing rt-3-0-5pre4 the system silently ignored all incoming 
mail, reverting to pre3 (same config) fixed it.

in pre4:
1. exim/mainlog says it accepted a messaged and performed local delivery
2. apache.access.log for localhost says something is posted
3. RT's rt.log (log level info) is silent
4. no message arrives in the system

Is this a known issue?

I tried "make test" after "configure" in the rt-sourcedir but got an error

ok 132 - Requiring 'RT_SiteConfig.pm'
[Tue Aug 26 08:46:46 2003] [crit]: Undefined subroutine &RT::Set called at 
RT_Config.pm line 27.
 (/export/rt3/lib/RT.pm:242)
1..132

but I get the same error in rt-3-0-5pre3

How can I perform the test suite for rt?

Thanks,
Dirk.


From dj.dule at planetsky.com  Tue Aug 26 04:55:37 2003
From: dj.dule at planetsky.com (Dusan Djordjevic)
Date: Tue, 26 Aug 2003 11:55:37 +0300
Subject: [rt-users] Help with user interface
Message-ID: <200308261155.37777.dj.dule@planetsky.com>

Hi all,

When I have list of tickets in queue (after search, or after clicking on 
queue) I have following informations:

Status, Queue, Owner, Priority, Created, Last Contact, Last updated, 
Left.

I want to know when new contact from customer arrived, but I cannot 
decide, beacuse when customer's answer arrives Last Updated and Last 
Contact are the same, updated to time of arrival. Am I missing 
something or ?

I just want to know when new update from customer arrived.

TIA
-- 
Eng. Dusan Djordjevic (RHCE)   PlanetSky Ltd.
Tel: +357 22454896    *    Fax: +357-22518022
http://www.planetsky.com  dusan at planetsky.com



From jesse at bestpractical.com  Tue Aug 26 04:56:48 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 26 Aug 2003 04:56:48 -0400
Subject: [rt-users] critical bug rt-3-0-5pre4: silently ignoring incoming mail
In-Reply-To: <2147483647.1061894915@[10.0.255.35]>
References: <2147483647.1061894915@[10.0.255.35]>
Message-ID: <20030826085648.GU13845@fsck.com>



On Tue, Aug 26, 2003 at 10:48:35AM +0200, Dirk Pape wrote:
> Hello,
> 
> after installing rt-3-0-5pre4 the system silently ignored all incoming 
> mail, reverting to pre3 (same config) fixed it.
> 
> in pre4:
> 1. exim/mainlog says it accepted a messaged and performed local delivery
> 2. apache.access.log for localhost says something is posted
> 3. RT's rt.log (log level info) is silent
> 4. no message arrives in the system
> 
> Is this a known issue?

Yikes!

It sure is now. It's about 5am, but you can be sure I'll be looking at
this as soon as I get some sleep.   We've applied a large # of patches
since pre3, so it might take some digging. Locally, 3.0.5pre4 does pass
the the test suite, so there may be a hole in the tests or something
that's not being triggered here.


> I tried "make test" after "configure" in the rt-sourcedir but got an error

make regression is a more correct and comprehensive test suite, but
thanks for the heads up.

> ok 132 - Requiring 'RT_SiteConfig.pm'
> [Tue Aug 26 08:46:46 2003] [crit]: Undefined subroutine &RT::Set called at 
> RT_Config.pm line 27.
> (/export/rt3/lib/RT.pm:242)
> 1..132
> 
> but I get the same error in rt-3-0-5pre3
> 
> How can I perform the test suite for rt?
> 
> 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
> 

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


From richardf at ginklozo.com  Tue Aug 26 06:08:21 2003
From: richardf at ginklozo.com (Richard Foxworthy)
Date: Tue, 26 Aug 2003 11:08:21 +0100
Subject: [rt-users] RT / Apache setup problem
Message-ID: <00ad01c36bb9$fb6248b0$16a014ac@Tablet>

I've just setup a basic RT installation on my test server (RH9) and it appears to be working so far.

I am trying to use named virtual hosts to allow my RT installation to coexist with some other (PHP based) web apps I am also running on this server.

I have 2 problems:

1) I can no longer access any of my other web apps on this same server.

2) I can only connect to the RT web interface using HTTPS.

When I look in my boot logs I can see an error message as follows: 

"httpd: [Fri Aug 22 16:00:45 2003][error] VirtualHost_default_:443 -- mixing * ports and non-* ports with a NameVirtualHost address is not supported, proceeding with undefined results."

I assume that this is the problem that is forcing https and preventing me from accessing my other web apps.

Trouble is that no such "VirtualHost_default_:443" configuration exists in my httpd.conf file.

Can anyone advise on where to find this config and how to change it?

My VirtualHost block in httpd.conf looks like this:

NameVirtualHost *

<VirtualHost *>
    DocumentRoot /var/www/html
    ServerName xxx.xxx.xxx.xxx
    ServerAlias donkey
</VirtualHost>

<VirtualHost *>
    ServerName rt
    DocumentRoot /opt/rt3/share/html
    DirectoryIndex index.html index.html.var
    AddDefaultCharset UTF-8
    PerlModule Apache2 Apache::compat
    PerlModule Apache::DBI
    PerlRequire /opt/rt3/bin/webmux.pl
    <Location />
        SetHandler perl-script
        PerlHandler RT::Mason
        RedirectMatch permanent (.*)/$ https://rt$1/index.html
    </Location>
</VirtualHost>

Note I have deliberately configured the RedirectMatch URL to use https scheme because I can only access the top page using https and this makes the internal links work properly. 

Any help much appreciated.
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From Malek.Shabou at nic.fr  Tue Aug 26 06:42:17 2003
From: Malek.Shabou at nic.fr (Malek Shabou)
Date: Tue, 26 Aug 2003 12:42:17 +0200
Subject: [rt-users] rt3 on redhat 9
Message-ID: <20030826124217.166b9f31.Malek.Shabou@nic.fr>

 Hi,
 I am tring to install rt 3.0.5pre3 on a redhat 9 box.
 i seemes that Mason support only mod_perl 1 (apache 1) and even if i'll use it with fastcgi it need always Apache::Request (witch support only mod_perl 1) and Apache::Filter.

 are there any one who has succeded in using RT on redhat 9 ?
 is the only way to run it on redhat 9 is to install apache 1 ???


  regards,


-- 
Malek Shabou				    E-mail: nic at nic.fr
AFNIC 				            Tel: +33 1 39 30 83 00
Immeuble international, 2 rue Stephenson    Fax: +33 1 39 30 83 01 
Saint-Quentin-En-Yvelines 78180 Montigny-Le-Bretonneux

### Utiliser http://www.nic.fr/zonecheck/ pour verifier vos domaines ###


From jaq at spacepants.org  Tue Aug 26 07:16:41 2003
From: jaq at spacepants.org (Jamie Wilkinson)
Date: Tue, 26 Aug 2003 21:16:41 +1000
Subject: [rt-users] RT / Apache setup problem
In-Reply-To: <00ad01c36bb9$fb6248b0$16a014ac@Tablet>
References: <00ad01c36bb9$fb6248b0$16a014ac@Tablet>
Message-ID: <20030826111641.GB1272@spacepants.org>

This one time, at band camp, Richard Foxworthy wrote:
>Trouble is that no such "VirtualHost_default_:443" configuration exists in my httpd.conf file.

Check /etc/httpd/conf.f/ssl.conf, that tends to have a default:443 vhost
entry that I've seen break every mod_ssl+apache rollout on RH8 and 9 I've
done so far.

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


From mick at onramp.ca  Tue Aug 26 08:50:21 2003
From: mick at onramp.ca (Mick Szucs)
Date: Tue, 26 Aug 2003 08:50:21 -0400
Subject: [rt-users] rt3 on redhat 9
In-Reply-To: <20030826124217.166b9f31.Malek.Shabou@nic.fr>
References: <20030826124217.166b9f31.Malek.Shabou@nic.fr>
Message-ID: <1061902220.2595.4.camel@hal9000.internal.onramp.ca>

On Tue, 2003-08-26 at 06:42, Malek Shabou wrote:
>  Hi,
>  I am tring to install rt 3.0.5pre3 on a redhat 9 box.
>  i seemes that Mason support only mod_perl 1 (apache 1) and even if i'll use it with fastcgi it need always Apache::Request (witch support only mod_perl 1) and Apache::Filter.
> 
>  are there any one who has succeded in using RT on redhat 9 ?
>  is the only way to run it on redhat 9 is to install apache 1 ???

I'm running RT 3.0.4 under Redhat 9 with the stock Apache supplied by
Redhat and a rebuilt mod_perl from the Rawhide sources - seems to work
okay, except for the Storable.pm issue.

Since the Storable.pm problem seems to be related to the innards of Perl
itself, I'm not sure if you'll be able to escape it by using
Apache/mod_perl 1.

Note, as well, that Redhat 9 ships MySQL 3.23.56 instead of 4.x.  You
might want to upgrade to the 4 series before you get too far into the
implementation.

Mick




From gadams at promisant.com  Tue Aug 26 09:10:42 2003
From: gadams at promisant.com (Adams, Gavin)
Date: Tue, 26 Aug 2003 09:10:42 -0400
Subject: [rt-users] rt3 on redhat 9
Message-ID: <F79E43BA04BBE44E8D4FDFB4256C292A0F2FF6@corpatlex01.corp.promisant.com>

> From: Mick Szucs [mailto:mick at onramp.ca]
> 
> On Tue, 2003-08-26 at 06:42, Malek Shabou wrote:
> >  Hi,
> >  I am tring to install rt 3.0.5pre3 on a redhat 9 box.
> >  i seemes that Mason support only mod_perl 1 (apache 1) and even if
i'll
> use it with fastcgi it need always Apache::Request (witch support only
> mod_perl 1) and Apache::Filter.
> >
> >  are there any one who has succeded in using RT on redhat 9 ?
> >  is the only way to run it on redhat 9 is to install apache 1 ???
> 
> I'm running RT 3.0.4 under Redhat 9 with the stock Apache supplied by
> Redhat and a rebuilt mod_perl from the Rawhide sources - seems to work
> okay, except for the Storable.pm issue.
> 
> Since the Storable.pm problem seems to be related to the innards of
Perl
> itself, I'm not sure if you'll be able to escape it by using
> Apache/mod_perl 1.

Is the Storable.pm fixed in perl 5.8.1rc4 (rawhide)? I'm about to try
the process of upgrading perl to 5.8.1, mod_perl, httpd, etc to get
around this problem.

What is the recommended underlying O/S, perl, Apache, mysqld, and other
package base? I'd really like to build up an RT server that is stable,
accepts attachments, and can be integrated with our existing
infrastructure (RedHat). Oh, and use postfix and PAM-LDAP for user
authentication too. :)

> Note, as well, that Redhat 9 ships MySQL 3.23.56 instead of 4.x.  You
> might want to upgrade to the 4 series before you get too far into the
> implementation.

Does RT make use of MySQL 4.x features?

Cheers,

--- Gavin


From les at futuresource.com  Tue Aug 26 09:24:02 2003
From: les at futuresource.com (Les Mikesell)
Date: 26 Aug 2003 08:24:02 -0500
Subject: [rt-users] RT3  vs. RedHat
Message-ID: <1061904242.30685.13.camel@les-home.futuresource.com>

I'm trying to test rt-3-0-5pre4 on a Redhat 7.3 box
with postgres 7.3 and all updates done via rpm or CPAN
and web access gives:
Unsupported conversion: Invalid argument at
 /usr/lib/perl5/site_perl/5.6.1/Encode/compat/common.pm line 115.

Is this a bug in this particular RT version or is it time
to upgrade my RedHat release?  I'd really like to avoid compiling
special versions of perl/mod_perl/apache if possible because
it makes the machine difficult to maintain.  Will RT3 work
better with RH9?

---
  Les Mikesell
   les at futuresource.com




From ben at oculan.com  Tue Aug 26 09:31:16 2003
From: ben at oculan.com (Benjamin Reed)
Date: Tue, 26 Aug 2003 09:31:16 -0400
Subject: [rt-users] rt3 on redhat 9
In-Reply-To: <F79E43BA04BBE44E8D4FDFB4256C292A0F2FF6@corpatlex01.corp.promisant.com>
References: <F79E43BA04BBE44E8D4FDFB4256C292A0F2FF6@corpatlex01.corp.promisant.com>
Message-ID: <3F4B6124.4070403@oculan.com>

Adams, Gavin wrote:

> Is the Storable.pm fixed in perl 5.8.1rc4 (rawhide)? I'm about to try
> the process of upgrading perl to 5.8.1, mod_perl, httpd, etc to get
> around this problem.

Nope, been there, done that.  I just built from the latest perl and 
mod_perl from rawhide on my RH9 RT3 test box yesterday, it still freaks 
out in storabl.

I'm basing my RT3 test system and putting debian on it instead, now that 
I see debian's got RT3.  :)



From pape-rt at inf.fu-berlin.de  Tue Aug 26 09:32:55 2003
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Tue, 26 Aug 2003 15:32:55 +0200
Subject: [rt-users] sharing RT3 patches: notify Owner or AdminCcs (or others)
Message-ID: <2147483647.1061911975@eremix>

Hello rt-users,

We have developped some local code here to tune RT3 for our workflow. I 
will share it one-by-one, when I feel it is enough documented.

As always you are strongly encouraged to read the code and make backups 
before applying a patch and you do at your own risk.

attached is a patch to enable notification depending on a ticket is owned 
or unowned. We use it to notify *only* the Owners with Admin informtaion, 
if there is one, but notify all potential Owners (AdminCCs) if the Ticket 
is still unowned.

Basic Documentation is inside the patch file.

Dirk.
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From pape-rt at inf.fu-berlin.de  Tue Aug 26 09:34:53 2003
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Tue, 26 Aug 2003 15:34:53 +0200
Subject: [rt-users] sharing RT3 patches: configurable web reply attribution
Message-ID: <2147483647.1061912093@eremix>

Hello rt-users,

We have developped some local code here to tune RT3 for our workflow. I 
will share it one-by-one, when I feel it is enough documented.

As always you are strongly encouraged to read the code and make backups 
before applying a patch and you do at your own risk.

attached is a patch to make the reply attribution configurable by adding a 
(localizable) Variable into RT_Config.pm.

Basic Documentation is inside the patch file.

Dirk. 
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From pape-rt at inf.fu-berlin.de  Tue Aug 26 09:41:36 2003
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Tue, 26 Aug 2003 15:41:36 +0200
Subject: [rt-users] sharing RT3 patches: basic threading for Emails sent by RT
Message-ID: <2147483647.1061912496@eremix>

Hello rt-users,

We have developed some local code here to tune RT3 for our workflow. I will 
share it one-by-one, when I feel it is enough documented.

As always you are strongly encouraged to read the code and make backups 
before applying a patch and you do at your own risk.

attached is a patch to enable basic email threading (Reference and 
in-Reply-To headers) for RT email notifications and web correspondence.

This is only limited threading support as documented in the patch file and 
some email correspondance in this list (rt-users).

Basic Documentation is inside the patch file.

Dirk. 
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From pape-rt at inf.fu-berlin.de  Tue Aug 26 09:45:40 2003
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Tue, 26 Aug 2003 15:45:40 +0200
Subject: [rt-users] sharing RT3 patches: add X-Remote-ip mail header for web created
 tickets
Message-ID: <2147483647.1061912740@eremix>

Hello rt-users,

We have developped some local code here to tune RT3 for our workflow. I 
will share it one-by-one, when I feel it is enough documented.

As always you are strongly encouraged to read the code and make backups 
before applying a patch and you do at your own risk.

attached is a patch to add an X-Remote-IP mail header on web originated 
tickets, basing on the content of the CGI variable REMOTE_ADDR. We use this 
together with the ExtractCustomFieldValue ScripAction to add a custom field 
"host" on ticket creation with the name of the host from which the ticket 
is originated (will not work with proxies).

You will find ExtractCustomFieldValue in the contribution area.

Basic Documentation is inside the patch file.

Dirk. 
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From Malek.Shabou at nic.fr  Tue Aug 26 10:04:08 2003
From: Malek.Shabou at nic.fr (Malek Shabou)
Date: Tue, 26 Aug 2003 16:04:08 +0200
Subject: [rt-users] rt3 on redhat 9
In-Reply-To: <3F4B6124.4070403@oculan.com>
References: <F79E43BA04BBE44E8D4FDFB4256C292A0F2FF6@corpatlex01.corp.promisant.com> <3F4B6124.4070403@oculan.com>
Message-ID: <20030826140408.GA9823@fairuz.nic.Fr>

 Hi, 
 whait is exactly the Storeble probleme ? is it fatal ?

 Regards,

le 26 Aug, Benjamin Reed a ?crit :
> Adams, Gavin wrote:
> 
> >Is the Storable.pm fixed in perl 5.8.1rc4 (rawhide)? I'm about to try
> >the process of upgrading perl to 5.8.1, mod_perl, httpd, etc to get
> >around this problem.
> 
> Nope, been there, done that.  I just built from the latest perl and 
> mod_perl from rawhide on my RH9 RT3 test box yesterday, it still freaks 
> out in storabl.
> 
> I'm basing my RT3 test system and putting debian on it instead, now that 
> I see debian's got RT3.  :)
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

-- 
Malek Shabou				    E-mail: nic at nic.fr
AFNIC 				            Tel: +33 1 39 30 83 00
Immeuble international, 2 rue Stephenson    Fax: +33 1 39 30 83 01 
Saint-Quentin-En-Yvelines 78180 Montigny-Le-Bretonneux

### Utiliser http://www.nic.fr/zonecheck/ pour verifier vos domaines ###


From ben at oculan.com  Tue Aug 26 10:08:40 2003
From: ben at oculan.com (Benjamin Reed)
Date: Tue, 26 Aug 2003 10:08:40 -0400
Subject: [rt-users] rt3 on redhat 9
In-Reply-To: <20030826140408.GA9823@fairuz.nic.Fr>
References: <F79E43BA04BBE44E8D4FDFB4256C292A0F2FF6@corpatlex01.corp.promisant.com> <3F4B6124.4070403@oculan.com> <20030826140408.GA9823@fairuz.nic.Fr>
Message-ID: <3F4B69E8.3070505@oculan.com>

Malek Shabou wrote:
>  Hi, 
>  whait is exactly the Storeble probleme ? is it fatal ?

For me, at least, with the combination of apache2 + perl 5.8 + mod_perl2 
+ RT3 on RH9 exhibits random exceptions in Storable.xs.  It almost acts 
like a threading issue, since it doesn't happen all the time (if you 
keep trying, eventually the page you want to get to works).

This makes sense if the NPTL threads that RH backported to their 2.4 
kernels is confusing things, but I'm not certain that's the cause.

All I know is I've given up on having a stable RT system using the 
default stuff that comes with RH9 or any newer variation from rawhide.




From apseyed at bu.edu  Tue Aug 26 11:24:13 2003
From: apseyed at bu.edu (Patrice Seyed)
Date: Tue, 26 Aug 2003 11:24:13 -0400
Subject: [rt-users] RT / Apache setup problem
In-Reply-To: <00ad01c36bb9$fb6248b0$16a014ac@Tablet>
Message-ID: <000501c36be6$1aeb3c60$b284299b@genetics309>

I've seen this error message before with Redhat 9 and apache, and
virtual hosting, it has something to do with ssl (which runs on port
443).
You need to explicitly state port 80 in your httpd.conf for your virtual
host section(s):
<VirtualHost *:80>
 
If you do a deja.com on this you might find a more indepth explanation.
 
/Patrice
 
 
-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Richard Foxworthy
Sent: Tuesday, August 26, 2003 6:08 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] RT / Apache setup problem
 
I've just setup a basic RT installation on my test server (RH9) and it
appears to be working so far.
 
I am trying to use named virtual hosts to allow my RT installation to
coexist with some other (PHP based) web apps I am also running on this
server.
 
I have 2 problems:
 
1) I can no longer access any of my other web apps on this same server.
 
2) I can only connect to the RT web interface using HTTPS.
 
When I look in my boot logs I can see an error message as follows: 
 
"httpd: [Fri Aug 22 16:00:45 2003][error] VirtualHost_default_:443 --
mixing * ports and non-* ports with a NameVirtualHost address is not
supported, proceeding with undefined results."
 
I assume that this is the problem that is forcing https and preventing
me from accessing my other web apps.
 
Trouble is that no such "VirtualHost_default_:443" configuration exists
in my httpd.conf file.
 
Can anyone advise on where to find this config and how to change it?
 
My VirtualHost block in httpd.conf looks like this:
 
NameVirtualHost *
 
<VirtualHost *>
    DocumentRoot /var/www/html
    ServerName xxx.xxx.xxx.xxx
    ServerAlias donkey
</VirtualHost>
 
<VirtualHost *>
    ServerName rt
    DocumentRoot /opt/rt3/share/html
    DirectoryIndex index.html index.html.var
    AddDefaultCharset UTF-8
    PerlModule Apache2 Apache::compat
    PerlModule Apache::DBI
    PerlRequire /opt/rt3/bin/webmux.pl
    <Location />
        SetHandler perl-script
        PerlHandler RT::Mason
        RedirectMatch permanent (.*)/$ https://rt$1/index.html
    </Location>
</VirtualHost>
 
Note I have deliberately configured the RedirectMatch URL to use https
scheme because I can only access the top page using https and this makes
the internal links work properly. 
 
Any help much appreciated.
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From scott at cae.com  Tue Aug 26 11:23:40 2003
From: scott at cae.com (Scott Hebert)
Date: Tue, 26 Aug 2003 11:23:40 -0400
Subject: [rt-users] Mandatory field in email
Message-ID: <69F1436AA435D7118EE1009027B0FF3A862B78@caemsx02.cae.ca>

Hi,

What would be needed to force a user, corresponding to a ticket via email,
to include the time spent working on a ticket?

I've seen the ExtractCustomField contribution but it does not force a ticket
to have a populated field.

Has anyone tackled this before?

Thanks,

SH









From neaffleck at ucdavis.edu  Tue Aug 26 11:37:29 2003
From: neaffleck at ucdavis.edu (Nathan Affleck)
Date: Tue, 26 Aug 2003 08:37:29 -0700
Subject: [rt-users] rt3 on redhat 9
In-Reply-To: <3F4B69E8.3070505@oculan.com>
Message-ID: <001701c36be7$f5c965e0$55834f98@ad.cbst.ucdavis.edu>

I applied the hv.c patch to the redhat-9-perl-5.8.0 rpm source, rebuilt
it, and it's running smoothly.  I think that's the only real solution,
unless Storable.pm gets "patched" for the perl bug, or you wait until
5.8.1 ??  Does this problem only occur on 5.8.0 and Redhat?  Why hasn't
anyone else been complaining about other systems with 5.8.0?

http://groups.google.com/groups?hl=en&lr=&ie=UTF-8&oe=UTF-8&threadm=0570
01c35155%242f5622b0%249a06000a%40VinnyPavillion&rnum=10&prev=/groups%3Fh
l%3Den%26lr%3D%26ie%3DUTF-8%26oe%3DUTF-8%26q%3Dstorable.pm%2B5.8.0

..n8

-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com] On Behalf Of Benjamin Reed
Sent: Tuesday, August 26, 2003 7:09 AM
To: Malek Shabou
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] rt3 on redhat 9


Malek Shabou wrote:
>  Hi,
>  whait is exactly the Storeble probleme ? is it fatal ?

For me, at least, with the combination of apache2 + perl 5.8 + mod_perl2

+ RT3 on RH9 exhibits random exceptions in Storable.xs.  It almost acts
like a threading issue, since it doesn't happen all the time (if you 
keep trying, eventually the page you want to get to works).

This makes sense if the NPTL threads that RH backported to their 2.4 
kernels is confusing things, but I'm not certain that's the cause.

All I know is I've given up on having a stable RT system using the 
default stuff that comes with RH9 or any newer variation from rawhide.


_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 mrz at intelenet.net  Tue Aug 26 13:05:46 2003
From: mrz at intelenet.net (matthew zeier)
Date: Tue, 26 Aug 2003 10:05:46 -0700
Subject: [rt-users] RT Statistics Problem
References: <A8ED8823644C614280ACAC1A4D3E93FB25B671@icptex02.corp.icpt.net>
Message-ID: <01a101c36bf4$4b1d0090$6d180a0a@MRZTP>

Was there ever any update to this issue?

----- Original Message ----- 
From: "RT" <RT at InterCept.Net>
To: <rt-users at lists.fsck.com>
Sent: Friday, August 22, 2003 1:43 PM
Subject: RE: [rt-users] RT Statistics Problem


Btw, I am using the lastest ver he has posted/build which was on the
21st I believe, just d/l it today.
 
Michael
 
-----Original Message-----
From: RT 
Posted At: Friday, August 22, 2003 4:35 PM
Posted To: RT
Conversation: RT Statistics Problem
Subject: [rt-users] RT Statistics Problem
 
Running RH 8.0 with gd-2.07, Chart-Graph2, gd-2.0.15, on RT 3.0.4
 
I am getting no graphs on any of my statistics pages and with no errors.
Anyone have any tips or ideas to help troubleshoot why?
 
Thanks,
Michael Brown
InterCept
Systems Administrator
770.248.9600 x4856
 



From ben at oculan.com  Tue Aug 26 13:19:22 2003
From: ben at oculan.com (Benjamin Reed)
Date: Tue, 26 Aug 2003 13:19:22 -0400
Subject: [rt-users] rt3 on redhat 9
In-Reply-To: <001701c36be7$f5c965e0$55834f98@ad.cbst.ucdavis.edu>
References: <001701c36be7$f5c965e0$55834f98@ad.cbst.ucdavis.edu>
Message-ID: <3F4B969A.9030703@oculan.com>

Nathan Affleck wrote:
> I applied the hv.c patch to the redhat-9-perl-5.8.0 rpm source, rebuilt
> it, and it's running smoothly.  I think that's the only real solution,
> unless Storable.pm gets "patched" for the perl bug, or you wait until
> 5.8.1 ??  Does this problem only occur on 5.8.0 and Redhat?  Why hasn't
> anyone else been complaining about other systems with 5.8.0?

It happened with the 5.8.1-rc4 that's in rawhide as well, for me...



From jesse at bestpractical.com  Tue Aug 26 14:55:24 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 26 Aug 2003 14:55:24 -0400
Subject: [rt-users] critical bug rt-3-0-5pre4: silently ignoring incoming mail
In-Reply-To: <20030826085648.GU13845@fsck.com>
References: <2147483647.1061894915@[10.0.255.35]> <20030826085648.GU13845@fsck.com>
Message-ID: <20030826185524.GV13845@fsck.com>

> On Tue, Aug 26, 2003 at 10:48:35AM +0200, Dirk Pape wrote:
> > Hello,
> > 
> > after installing rt-3-0-5pre4 the system silently ignored all incoming 
> > mail, reverting to pre3 (same config) fixed it.
> > 
> > in pre4:
> > 1. exim/mainlog says it accepted a messaged and performed local delivery
> > 2. apache.access.log for localhost says something is posted
> > 3. RT's rt.log (log level info) is silent
> > 4. no message arrives in the system
> > 
> > Is this a known issue?
> 
> Yikes!


Dirk, did a "make regression" pass for you? Can you give some more
details of your configuration, so that I can attempt to duplicate the
problem here?



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


From RT at InterCept.Net  Tue Aug 26 15:37:23 2003
From: RT at InterCept.Net (RT)
Date: Tue, 26 Aug 2003 15:37:23 -0400
Subject: [rt-users] RT Statistics Problem
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B68B@icptex02.corp.icpt.net>

none

-----Original Message-----
From: matthew zeier [mailto:mrz at intelenet.net] 
Posted At: Tuesday, August 26, 2003 1:06 PM
Posted To: RT
Conversation: [rt-users] RT Statistics Problem
Subject: Re: [rt-users] RT Statistics Problem

Was there ever any update to this issue?

----- Original Message ----- 
From: "RT" <RT at InterCept.Net>
To: <rt-users at lists.fsck.com>
Sent: Friday, August 22, 2003 1:43 PM
Subject: RE: [rt-users] RT Statistics Problem


Btw, I am using the lastest ver he has posted/build which was on the
21st I believe, just d/l it today.
 
Michael
 
-----Original Message-----
From: RT 
Posted At: Friday, August 22, 2003 4:35 PM
Posted To: RT
Conversation: RT Statistics Problem
Subject: [rt-users] RT Statistics Problem
 
Running RH 8.0 with gd-2.07, Chart-Graph2, gd-2.0.15, on RT 3.0.4
 
I am getting no graphs on any of my statistics pages and with no errors.
Anyone have any tips or ideas to help troubleshoot why?
 
Thanks,
Michael Brown
InterCept
Systems Administrator
770.248.9600 x4856
 

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 jwliao at cbs.com  Tue Aug 26 17:12:36 2003
From: jwliao at cbs.com (Liao, John W)
Date: Tue, 26 Aug 2003 17:12:36 -0400
Subject: [rt-users] html tags
Message-ID: <EA90771B56D7A24C9C5685EA9A16071D1D673B@NYCBRDC00USAX01.cbs.com>

Hi

Anyone seeing this problem? On rt v2.0.15 we are seeing HTML tags included
in some of the emails that come in. Below is an example of a request. 

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

<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 3.2//EN">

<HTML>

<HEAD>

<META HTTP-EQUIV="Content-Type" CONTENT="text/html; charset=iso-8859-1">

<META NAME="Generator" CONTENT="MS Exchange Server version 5.5.2653.12">

<TITLE>password reset</TITLE>

</HEAD>

<BODY>

<P><FONT SIZE=2 FACE="Arial">Please reset harringc's password on
dweb2.</FONT>

</P>

<P><FONT SIZE=2 FACE="Arial">Thanks,</FONT>

<BR><FONT SIZE=2 FACE="Arial">Justin</FONT>

</P>

</BODY>

</HTML>

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

I am testing  a new system running rt v3.0.4. I get the below  message in
the body 

"This transaction appears to have no content"

In the previous rt it wasnt able to parse out the html tags but in this one,
it is removing all tags including the actual message.

Anyone run into this?

 

Thanks

John
-------------- next part --------------
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URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20030826/58e648f6/attachment.htm>

From Thomas.Knaupp at schwarz.de  Tue Aug 26 18:22:09 2003
From: Thomas.Knaupp at schwarz.de (Knaupp, Thomas)
Date: Wed, 27 Aug 2003 00:22:09 +0200
Subject: [rt-users] Deleted SuperUser privilege for Root
Message-ID: <8AE380CFA13C7248966C234D54F9677601400D@scsw2kks1.d1scs.lan>

Hello list,

I made a big mistake ...
I've deleted the 'SuperUser'-privilege for root ..
Any suggestions how to get it back?

System:	RT 3.0.5pre4
		MySQL 3.23
		Apache 1.3.26

Any help would be very appreciated :)

thanks,
Tom



From hotmail at obrien-pifer.com  Tue Aug 26 21:26:45 2003
From: hotmail at obrien-pifer.com (James Pifer)
Date: 26 Aug 2003 21:26:45 -0400
Subject: [rt-users] Problems trying to install RT
Message-ID: <1061947605.14190.36.camel@tweety.tnjinfl.com>

I'm new to RT. Anyone on this list migrated from Remedy to RT?

I'm trying to get it installed on Redhat 9 and I think it's close. When
I try to hit the web page I get the following error. Anyone know why?

When I run the dependency check it passes everything except
Apache::Request. Could it be causing this problem? Not sure how to fix
it. I'm running httpd from Redhat. 

Thanks,
James

                              System error

error: 
mkdir /opt/rt3/var/mason_data/obj:
Permission denied at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Compiler/ToObject.pm line 102
context: 
... 

187: 
# whether they
should generate a
full stack trace
(confess() and
cluck())
188: 
# or simply report
the caller's
package (croak()
and carp()),
respectively.
189: 
# confess() and
croak() die,
carp() and cluck()
warn.
190: 

191: 
sub croak { die
shortmess @_ }
192: 
sub confess { die
longmess @_ }
193: 
sub carp { warn
shortmess @_ }
194: 
sub cluck { warn
longmess @_ }
195: 

... 

code stack: 
/usr/lib/perl5/5.8.0/Carp.pm:191
/usr/lib/perl5/5.8.0/File/Path.pm:150
/usr/lib/perl5/5.8.0/File/Path.pm:143
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Compiler/ToObject.pm:102
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:308
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:199
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60
/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265
/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:862
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789
/opt/rt3/bin/webmux.pl:118
-e:0
raw error




From cgibbons at du.edu  Wed Aug 27 00:42:22 2003
From: cgibbons at du.edu (Carl Gibbons)
Date: Tue, 26 Aug 2003 22:42:22 -0600 (MDT)
Subject: [rt-users] Problems trying to install RT
In-Reply-To: <1061947605.14190.36.camel@tweety.tnjinfl.com>
Message-ID: <Pine.OSF.4.33.0308262231450.115961-100000@odin.cair.du.edu>

I was able to get Apache::Request compiled, tested, and
successfully installed from CPAN by running "perl -MCPAN -e shell"
as a non-root user, with sufficient privileges to write what it
needed to write in /usr/lib/perl5. It always failed when I tried to
use the root account to compile and test it.

- Carl

On Tue, 26 Aug 2003, James Pifer wrote:

> I'm new to RT. Anyone on this list migrated from Remedy to RT?
>
> I'm trying to get it installed on Redhat 9 and I think it's close. When
> I try to hit the web page I get the following error. Anyone know why?
>
> When I run the dependency check it passes everything except
> Apache::Request. Could it be causing this problem? Not sure how to fix
> it. I'm running httpd from Redhat.
>
> Thanks,
> James
>
>                               System error
>
> error:
> mkdir /opt/rt3/var/mason_data/obj:
> Permission denied at
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Compiler/ToObject.pm line 102
> context:
> ...
>
> 187:
> # whether they
> should generate a
> full stack trace
> (confess() and
> cluck())
> 188:
> # or simply report
> the caller's
> package (croak()
> and carp()),
> respectively.
> 189:
> # confess() and
> croak() die,
> carp() and cluck()
> warn.
> 190:
>
> 191:
> sub croak { die
> shortmess @_ }
> 192:
> sub confess { die
> longmess @_ }
> 193:
> sub carp { warn
> shortmess @_ }
> 194:
> sub cluck { warn
> longmess @_ }
> 195:
>
> ...
>
> code stack:
> /usr/lib/perl5/5.8.0/Carp.pm:191
> /usr/lib/perl5/5.8.0/File/Path.pm:150
> /usr/lib/perl5/5.8.0/File/Path.pm:143
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Compiler/ToObject.pm:102
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:308
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:199
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60
> /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265
> /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:862
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789
> /opt/rt3/bin/webmux.pl:118
> -e:0
> raw 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
>



From cgibbons at du.edu  Wed Aug 27 01:36:15 2003
From: cgibbons at du.edu (Carl Gibbons)
Date: Tue, 26 Aug 2003 23:36:15 -0600 (MDT)
Subject: [rt-users] Poor performance in upgrade from RT2 to RT3
Message-ID: <Pine.OSF.4.33.0308262244370.115961-100000@odin.cair.du.edu>

I am trying to migrate an 8,000+ ticket system.

Existing system:
  Red Hat 7.1
  perl 5.6.0 installed from RPMs
  RT 2.0.13
  Apache 1.3.23/mod_perl 1.23
  PostgreSQL 7.1.3, installed from RPMs
New system:
  Red Hat ES 2.1
  perl 5.8.0 (compiled from source)
  RT  3.0.4
  Apache 1.3.28/mod_perl 1.28
  PostgreSQL 7.3.4, compiled from source

Both systems are dual-processor 700MHz PIII with 1024MB RAM.
(I'm not sure, but I think both have the same SCSI disk and
RAID configuration, too.) The rt2-to-rt3-v1.20 tool successfully
moved users and tickets from the existing system to the new one.

Logging into the RT2 system and clicking on "Home" to display the
"25 highest priority tickets I own" takes a fraction of a second.

Logging into the RT3 system and clicking on "Home" to display the
"10 highest priority tickets I own" takes about 50 seconds.

Running "top" on the new RT3 system while I click on "Home" shows
that a PostgreSQL "postmaster" process pegs one of the CPUs at 99%
throughout those 50 seconds.

(I tried increasing the shared_buffers parameter in postgresql.conf,
but it did not help.) Any ideas on how to make RT3 give me the
fraction-of-a-second response to which I am accustomed?

-- Carl Gibbons, Network Security Engineer, University of Denver



From mwatson at netspace.net.au  Wed Aug 27 02:13:47 2003
From: mwatson at netspace.net.au (Matthew Watson)
Date: Wed, 27 Aug 2003 16:13:47 +1000
Subject: [rt-users] Removing "Dead" tickets from the db
Message-ID: <193467842.1062000827@dusk>

Heya all.

 I'm wanting to clean up my RT2 database a bit, starting with removing all 
the "dead" tickets from the db completely.

 Awhile ago there was a script floating around to do this, but the only url 
I can find for it seems to be dead. Anyone have this script? or a similar 
script to remove dead tickets?

Thanks.
Matthew Watson
Netspace Online Systems.



From Thomas.Knaupp at schwarz.de  Wed Aug 27 02:38:12 2003
From: Thomas.Knaupp at schwarz.de (Knaupp, Thomas)
Date: Wed, 27 Aug 2003 08:38:12 +0200
Subject: AW: [rt-users] Deleted SuperUser privilege for Root
Message-ID: <8AE380CFA13C7248966C234D54F967766AD58F@scsw2kks1.d1scs.lan>

Hello Mark,

thanks a lot, but I killed my root-account in RT,
not on my linux-system ... any ideas ?

Tom


 | Try booting from CD, mount your file systems and edit your 
 | /etc/passwd file.
 | Any account with UID 0 will have "root" privileges (it's the 
 | UID, not the 
 | name which is important)
 | 
 | Good luck
 | Mark Collis
 | Trinity College
 | 
 | At 00:22 27/08/2003 +0200, you wrote:
 | > Hello list,
 | >
 | > I made a big mistake ...
 | > I've deleted the 'SuperUser'-privilege for root ..
 | > Any suggestions how to get it back?
 | >
 | > System: RT 3.0.5pre4
 | >         MySQL 3.23
 | >         Apache 1.3.26
 | >
 | > Any help would be very appreciated :)
 | >
 | > thanks,
 | > Tom



From pape-rt at inf.fu-berlin.de  Wed Aug 27 02:52:06 2003
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Wed, 27 Aug 2003 08:52:06 +0200
Subject: [rt-users] critical bug rt-3-0-5pre4: silently ignoring
 incoming mail
In-Reply-To: <20030826185524.GV13845@fsck.com>
References: <2147483647.1061894915@[10.0.255.35]>
 <20030826085648.GU13845@fsck.com> <20030826185524.GV13845@fsck.com>
Message-ID: <2147483647.1061974325@eremix>

Hallo Jesse,

--Am Dienstag, 26. August 2003 14:55 Uhr -0400 schrieb Jesse Vincent 
<jesse at bestpractical.com>:

> Dirk, did a "make regression" pass for you? Can you give some more
> details of your configuration, so that I can attempt to duplicate the
> problem here?

I just do. I have

> ok 501 - Opened the mailgate -
> An Error Occurred
> =================
>
> 403 Forbidden
> ok 502
> ok 503 - found ticket 16
> not ok 504 - Created the ticket
>#     Failed test (bin/rt-mailgate at line 55)
> ok 505 - Opened the mailgate -
> An Error Occurred
> =================
>
> 403 Forbidden
> ok 506 - found ticket 16
> ok 507 - failed to create the new ticket from an unprivileged account

so there is something with permissions on executing mail-gate. Indeed the 
permissions in rt3/bin are not adjusted correctly, but fixing manually did 
not help either.

I wanted to tell you first, while I dig more into the problem.

Regards,
Dirk.


From binand at gmx.net  Wed Aug 27 02:55:34 2003
From: binand at gmx.net (Binand Sethumadhavan)
Date: Wed, 27 Aug 2003 02:55:34 -0400
Subject: AW: [rt-users] Deleted SuperUser privilege for Root
In-Reply-To: <8AE380CFA13C7248966C234D54F967766AD58F@scsw2kks1.d1scs.lan>
References: <8AE380CFA13C7248966C234D54F967766AD58F@scsw2kks1.d1scs.lan>
Message-ID: <20030827065534.GA19322@zeus.cysphere.com>

On Wed, Aug 27, 2003 at 08:38:12AM +0200, Knaupp, Thomas wrote:
> Hello Mark,
> 
> thanks a lot, but I killed my root-account in RT,
> not on my linux-system ... any ideas ?

You will have to fix it in the database, I guess.

update acl set rightname = 'SuperUser', rightscope = 'System', rightappliesto =
0 where principalid = (select id from users where name = 'root') and
principaltype = 'User';

looks ok to me for my Postgres based RT/2.0.15. YMMV. Test. Test. Test. Make a
copy of the DB and test some more.:-)

Binand



From pape-rt at inf.fu-berlin.de  Wed Aug 27 03:43:30 2003
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Wed, 27 Aug 2003 09:43:30 +0200
Subject: [rt-users] critical bug rt-3-0-5pre4: silently ignoring
 incoming mail
In-Reply-To: <2147483647.1061974325@eremix>
References: <2147483647.1061894915@[10.0.255.35]>
 <20030826085648.GU13845@fsck.com> <20030826185524.GV13845@fsck.com>
 <2147483647.1061974325@eremix>
Message-ID: <2147483647.1061977410@eremix>

Hello Jesse,

--Am Mittwoch, 27. August 2003 8:52 Uhr +0200 schrieb Dirk Pape 
<pape-rt at inf.fu-berlin.de>:

> so there is something with permissions on executing mail-gate. Indeed the
> permissions in rt3/bin are not adjusted correctly, but fixing manually
> did not help either.
>
> I wanted to tell you first, while I dig more into the problem.

I had to patch the Makefile:

1. regression should depend on fixperms and
2. regression-reset-db should call rt-setup-database with 
--prompt-for-dba-password

Then I had to provide the correct $WebPath in RT_SiteConfig.pm

I let "make regression" make a *clean* install (by wiping the teraget 
directzory entirely) without any _Local.pm /local/html and patches from our 
Site.

I have 7 errors out of 529, all have to do with creating tickets.

local site configuration:

Debian woody
+ Perl 5.8.0
+ mysql4 (happened with mysql3 also!)
+ apache-ssl
modperl setup

As said: rt3.0.5pre3 works on the same setup.

I send you the output from "make regression" personally.

Dirk.


From Thomas.Knaupp at schwarz.de  Wed Aug 27 04:12:10 2003
From: Thomas.Knaupp at schwarz.de (Knaupp, Thomas)
Date: Wed, 27 Aug 2003 10:12:10 +0200
Subject: AW: [rt-users] Deleted SuperUser privilege for Root
Message-ID: <8AE380CFA13C7248966C234D54F9677601400E@scsw2kks1.d1scs.lan>

Hello list,

you're my heros  :)
The system is productive, so an 'initialize-database'
wasn't possible ... I compared the ACL-Table of a backup
from a few days ago and restored the deleted field ...
Everythings works fine now again.

thanks a lot for your help,
Tom


 | -----Urspr?ngliche Nachricht-----
 | Von: ODHIAMBO Washington [mailto:wash at wananchi.com]
 | Gesendet: Mittwoch, 27. August 2003 09:48
 | An: Knaupp, Thomas
 | Betreff: Re: [rt-users] Deleted SuperUser privilege for Root
 | 
 | 
 | * Knaupp, Thomas <Thomas.Knaupp at schwarz.de> [20030827 01:27]: wrote:
 | > Hello list,
 | > 
 | > I made a big mistake ...
 | > I've deleted the 'SuperUser'-privilege for root ..
 | > Any suggestions how to get it back?
 | > 
 | > System:	RT 3.0.5pre4
 | > 		MySQL 3.23
 | > 		Apache 1.3.26
 | > 
 | > Any help would be very appreciated :)
 | 
 | 
 | If it's without tickets, you can simply redo `make 
 | initialize-database` again.
 | If it has tickets, then fix it in MySQL itself as was suggested.
 | 
 | 
 | 
 | 
 | -Wash
 | 
 | -- 
 | Odhiambo Washington   <wash at wananchi.com>  "The box said 'Requires
 | Wananchi Online Ltd.  www.wananchi.com      Windows 95, NT, or better,'
 | Tel: +254 2 313985-9  +254 2 313922         so I installed FreeBSD."   
 | GSM: +254 72 743223   +254 733 744121       This sig is McQ!  :-)
 | 
 | 
 | People will buy anything that's one to a customer.



From dj.dule at planetsky.com  Wed Aug 27 05:47:35 2003
From: dj.dule at planetsky.com (Dusan Djordjevic)
Date: Wed, 27 Aug 2003 12:47:35 +0300
Subject: [rt-users] Corespondence added my whom ?
Message-ID: <200308271247.35373.dj.dule@planetsky.com>

Hi again,

I will reformulate my question, since I haven't received any answer 
previos time. When I get ticket list, is it possible to see who was 
last person who added corespondence. Right now I can only see time. It 
would be muc easier to see who added it, so I would know either I added 
corespondence or person who requested help.

TIA...
-- 
Eng. Dusan Djordjevic (RHCE)   PlanetSky Ltd.
Tel: +357 22454896    *    Fax: +357-22518022
http://www.planetsky.com  dusan at planetsky.com



From hotmail at obrien-pifer.com  Wed Aug 27 07:08:11 2003
From: hotmail at obrien-pifer.com (James Pifer)
Date: 27 Aug 2003 07:08:11 -0400
Subject: [rt-users] Problems trying to install RT
In-Reply-To: <F79313E78B6A4047A3ED2054C5911B7C3A52@newbie.aaconsultation.net>
References: <F79313E78B6A4047A3ED2054C5911B7C3A52@newbie.aaconsultation.net>
Message-ID: <1061982491.14190.625.camel@tweety.tnjinfl.com>

Turns out I'm running Apache 2.0.40. I tried setting the web-user flag
to nobody, but I still have the same problem. How can I tell which to
use?

There are no error in my httpd logs. 

Also, my system passes all the dependencies using modperl2, so I guess
I'll be using that. 

Any help is appreciated.
James


On Tue, 2003-08-26 at 23:05, Administrator wrote:
> I had the same problem and I fixed it by using the web user flag with
> the nobody user when configuring. It seems that my Apache 1.3.28 is
> set to run under the nobody user not www as it predecessors.
>  
> Thank You,
>  
> Bryan McClellan
> Evo-Systems
> Co-Founder / IT Director
> bmcclellan at evo-systems.net
>  
> 
> ______________________________________________________________________
> From: rt-users-admin at lists.fsck.com on behalf of James Pifer
> Sent: Tue 8/26/2003 8:26 PM
> To: RT-Users
> Subject: [rt-users] Problems trying to install RT
> 
> 
> 
> I'm new to RT. Anyone on this list migrated from Remedy to RT?
> 
> I'm trying to get it installed on Redhat 9 and I think it's close.
> When
> I try to hit the web page I get the following error. Anyone know why?
> 
> When I run the dependency check it passes everything except
> Apache::Request. Could it be causing this problem? Not sure how to fix
> it. I'm running httpd from Redhat.
> 
> Thanks,
> James
> 
>                               System error
> 
> error:
> mkdir /opt/rt3/var/mason_data/obj:
> Permission denied at
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Compiler/ToObject.pm line
> 102
> context:
> ...
> 
> 187:
> # whether they
> should generate a
> full stack trace
> (confess() and
> cluck())
> 188:
> # or simply report
> the caller's
> package (croak()
> and carp()),
> respectively.
> 189:
> # confess() and
> croak() die,
> carp() and cluck()
> warn.
> 190:
> 
> 191:
> sub croak { die
> shortmess @_ }
> 192:
> sub confess { die
> longmess @_ }
> 193:
> sub carp { warn
> shortmess @_ }
> 194:
> sub cluck { warn
> longmess @_ }
> 195:
> 
> ...
> 
> code stack:
> /usr/lib/perl5/5.8.0/Carp.pm:191
> /usr/lib/perl5/5.8.0/File/Path.pm:150
> /usr/lib/perl5/5.8.0/File/Path.pm:143
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Compiler/ToObject.pm:102
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:308
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:199
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60
> /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265
> /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:862
> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789
> /opt/rt3/bin/webmux.pl:118
> -e:0
> raw 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
> 
> 
> 



From khera at kcilink.com  Wed Aug 27 10:29:22 2003
From: khera at kcilink.com (Vivek Khera)
Date: Wed, 27 Aug 2003 10:29:22 -0400
Subject: [rt-users] Removing "Dead" tickets from the db
In-Reply-To: <193467842.1062000827@dusk>
References: <193467842.1062000827@dusk>
Message-ID: <16204.49218.140247.711346@yertle.int.kciLink.com>

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

MW> Heya all.
MW>  I'm wanting to clean up my RT2 database a bit, starting with removing all 
MW> the "dead" tickets from the db completely.

with the following referential integrity checks in place, it is a
simple as "delete from tickets where status='dead'"

ALTER TABLE Transactions ADD CONSTRAINT transfk1 FOREIGN KEY (Ticket) REFERENCES Tickets(id) MATCH FULL ON DELETE CASCADE;
ALTER TABLE Attachments ADD CONSTRAINT attachfk1 FOREIGN KEY (TransactionID) REFERENCES Transactions(id) MATCH FULL ON DELETE CASCADE;
ALTER TABLE Watchers ADD CONSTRAINT watchfk1 FOREIGN KEY (Value) REFERENCES Tickets(id) MATCH FULL ON DELETE CASCADE;
ALTER TABLE ObjectKeywords ADD CONSTRAINT objectfk1 FOREIGN KEY (ObjectId) REFERENCES Tickets(id) MATCH FULL ON DELETE CASCADE;
ALTER TABLE Links ADD CONSTRAINT linksfk1 FOREIGN KEY (LocalTarget) REFERENCES Tickets(id) MATCH FULL ON DELETE CASCADE;
ALTER TABLE Links ADD CONSTRAINT linksfk2 FOREIGN KEY (LocalBase) REFERENCES Tickets(id) MATCH FULL ON DELETE CASCADE;


From meeroh at mit.edu  Wed Aug 27 10:48:16 2003
From: meeroh at mit.edu (Miro Jurisic)
Date: Wed, 27 Aug 2003 10:48:16 -0400
Subject: [rt-users] error logged on incoming mail
Message-ID: <p06001d38bb7274f4363b@[18.101.0.199]>

I am getting this in my log once per message processed by RT 3.0.4 mailgate:

Aug 27 10:43:20 webservepro-1 RT: DBD::Pg::st execute failed: ERROR: 
parser: parse error at or near ")" at character 72 at 
/usr/share/perl5/DBIx/SearchBuilder.pm line 145. 
(/usr/share/perl5/RT.pm:235)
Aug 27 10:43:20 webservepro-1 RT: DBIx::SearchBuilder error:ERROR: 
parser: parse error at or near ")" at character 72 ^IQuery String is 
SELECT DISTINCT main.* FROM GroupMembers main   WHERE ((main.GroupId 
= ))    (/usr/share/perl5/RT.pm:235)
Aug 27 10:43:20 webservepro-1 RT: DBD::Pg::st fetchrow_hashref 
failed: no statement executing at 
/usr/share/perl5/DBIx/SearchBuilder.pm line 163. 
(/usr/share/perl5/RT.pm:235)

Any idea what's going on?

meeroh
-- 

<http://web.meeroh.org/> | KB1FMP

A: Because it reverses the logical flow of conversation.
Q: Why is top posting frowned upon?


From jim.rowan at starcore-dsp.com  Wed Aug 27 10:51:16 2003
From: jim.rowan at starcore-dsp.com (Jim Rowan)
Date: Wed, 27 Aug 2003 09:51:16 -0500
Subject: [rt-users] Poor performance in upgrade from RT2 to RT3
Message-ID: <FA5264FF6C742D42B309ED672B5E7E1E399734@ausexm1>

I don't know how much it will help, but Postgresql's defaults aren't
appropriate for a production machine with 1G.   This page is the best
I've found for tuning instructions:
 
http://www.varlena.com/varlena/GeneralBits/Tidbits/annotated_conf_e.html

I'd start there.
Jim Rowan


-----Original Message-----
From: Carl Gibbons [mailto:cgibbons at du.edu] 
Sent: Wednesday, August 27, 2003 12:36 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] Poor performance in upgrade from RT2 to RT3


I am trying to migrate an 8,000+ ticket system.

Existing system:
  Red Hat 7.1
  perl 5.6.0 installed from RPMs
  RT 2.0.13
  Apache 1.3.23/mod_perl 1.23
  PostgreSQL 7.1.3, installed from RPMs
New system:
  Red Hat ES 2.1
  perl 5.8.0 (compiled from source)
  RT  3.0.4
  Apache 1.3.28/mod_perl 1.28
  PostgreSQL 7.3.4, compiled from source

Both systems are dual-processor 700MHz PIII with 1024MB RAM.
(I'm not sure, but I think both have the same SCSI disk and
RAID configuration, too.) The rt2-to-rt3-v1.20 tool successfully
moved users and tickets from the existing system to the new one.

Logging into the RT2 system and clicking on "Home" to display the
"25 highest priority tickets I own" takes a fraction of a second.

Logging into the RT3 system and clicking on "Home" to display the
"10 highest priority tickets I own" takes about 50 seconds.

Running "top" on the new RT3 system while I click on "Home" shows
that a PostgreSQL "postmaster" process pegs one of the CPUs at 99%
throughout those 50 seconds.

(I tried increasing the shared_buffers parameter in postgresql.conf,
but it did not help.) Any ideas on how to make RT3 give me the
fraction-of-a-second response to which I am accustomed?

-- Carl Gibbons, Network Security Engineer, University of Denver

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

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



From khera at kcilink.com  Wed Aug 27 11:11:48 2003
From: khera at kcilink.com (Vivek Khera)
Date: Wed, 27 Aug 2003 11:11:48 -0400
Subject: [rt-users] Poor performance in upgrade from RT2 to RT3
In-Reply-To: <FA5264FF6C742D42B309ED672B5E7E1E399734@ausexm1>
References: <FA5264FF6C742D42B309ED672B5E7E1E399734@ausexm1>
Message-ID: <16204.51764.338227.637121@yertle.int.kciLink.com>

>>>>> "JR" == Jim Rowan <jim.rowan at starcore-dsp.com> writes:

JR> I don't know how much it will help, but Postgresql's defaults aren't
JR> appropriate for a production machine with 1G.   This page is the best
JR> I've found for tuning instructions:

Here's my 2GB RAM server config.  I haven't figured out what I'm gonna
do with my replacement which has 4GB... ;-)

The most important settings for me have been the max_fsm_* settings.
for RT, you probably don't need as big max_fsm_pages, but this DB
server does many other things...  for 1GB you may wish to lower
sort_mem a bit depending on what other things you're doing.
everything else is pretty much minor tweaking for my main application.




tcpip_socket = true

max_connections = 64

shared_buffers = 60000
max_fsm_relations = 1000
max_fsm_pages = 1000000

sort_mem = 8192
vacuum_mem = 131702

effective_cache_size = 25600  # about 200M
random_page_cost = 2

syslog = 2 # range 0-2
syslog_facility = 'LOCAL0'
syslog_ident = 'postgres'

stats_command_string = true
stats_row_level = true
stats_block_level = true


From iqbala at qwestip.net  Wed Aug 27 11:45:38 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Wed, 27 Aug 2003 11:45:38 -0400 (EDT)
Subject: [rt-users] httpd's are more than 10%
In-Reply-To: <006301c36a15$b1c856e0$0c16fad5@OMNIBOOK>
Message-ID: <Pine.GSO.4.30L2.0308271142580.24762-100000@qmail>

My RT3 is still slow afetr upgrading it from 3.04. to 3.0.5pre3. This is how my
cnf file looks like

[client]
port            = 3306
socket          = /tmp/mysql.sock

[mysqld]
port            = 3306
socket          = /tmp/mysql.sock
skip-locking
key_buffer = 384M
max_allowed_packet = 1M
table_cache = 512
sort_buffer_size = 2M
read_buffer_size = 2M
myisam_sort_buffer_size = 64M
thread_cache = 8
query_cache_size = 32M
thread_concurrency = 8

server-id       = 1

innodb_data_home_dir = /usr/local/mysql/data/
innodb_data_file_path = ibdata1:1882M;ibdata2:10M:autoextend
innodb_log_group_home_dir = /usr/local/mysql/data/
innodb_log_arch_dir = /usr/local/mysql/data/
innodb_buffer_pool_size = 384M
innodb_additional_mem_pool_size = 20M
innodb_log_file_size = 100M
innodb_log_buffer_size = 8M
innodb_flush_log_at_trx_commit = 1
innodb_lock_wait_timeout = 50

[mysqldump]
quick
max_allowed_packet = 16M

[mysql]
no-auto-rehash

[isamchk]
key_buffer = 256M
sort_buffer_size = 256M
read_buffer = 2M
write_buffer = 2M

[myisamchk]
key_buffer = 256M
sort_buffer_size = 256M
read_buffer = 2M
write_buffer = 2M

[mysqlhotcopy]
interactive-timeout

I have only InnoDB and MyISAM tables as part of the default setup

Any suggestion for improvement now ?

Thanks a lot

On Sun, 24 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:

> Try optimizing your mysql (there's plenty of info about that on the web).
> You said you've got 4gb of RAM, use it well...
>
> A.
>
> -----Original Message-----
> From: Asif Iqbal [mailto:iqbala at qwestip.net]
> Sent: Saturday, August 23, 2003 11:55 PM
> To: Ale? Su?nik
> Cc: rt-users at lists.fsck.com
> Subject: RE: [rt-users] httpd's are more than 10%
>
>
> On Thu, 21 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:
>
> > Try to go with my-large.cnf, the amount of RAM you've got is plenty for
> > my-large.
> >
> > And yes try 3.0.5pre3.
> >
> > A.
>
> using my-large instead of my-medium and upgraded from RT-3-0-4 to
> RT-3-0-5pre3
> and now the same ticket takes 9.5 sec to retrieve instead of 58 secs
>
> Now I am not sure if I need to be concerned about the httpds that are
> *still* over 10%
>
> Thanks for all the help
> >
> > -----Original Message-----
> > From: Asif Iqbal [mailto:iqbala at qwestip.net]
> > Sent: Thursday, August 21, 2003 4:46 PM
> > To: Ale? Su?nik
> > Subject: RE: [rt-users] httpd's are more than 10%
> >
> >
> > On Thu, 21 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:
> >
> > > HW configuration?
> >
> > Soalris 420R, 4x450 Mhz/4 GB Ram
> >
> > > mysql config?
> >
> > my-medium.cnf
> >
> > > Tried 3.0.5pre3?
> >
> > No, should I ?
> >
> > >
> > > A.
> > >
> > > -----Original Message-----
> > > From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]
> > > On Behalf Of Asif Iqbal
> > > Sent: Thursday, August 21, 2003 3:58 PM
> > > To: rt-users at lists.fsck.com
> > > Cc: rt-devel at lists.fsck.com
> > > Subject: [rt-users] httpd's are more than 10%
> > >
> > >
> > > I am using RT-3-0-4/Mysql4.0.13/Apache 1.3.27+mod_perl1/Perl 5.8
> > >
> > > I noticed three out of 10 of my httpd sessions are taking more than 10%
> of
> > > CPU
> > > and they are excruciatingly slow. Not sure if we need to switch to a
> > > different
> > > product at this time. I really had very good experience with RT2 and not
> > > with
> > > RT3. I followed the instruction while upgrading to RT3.
> > >
> > > Someone else experiencing the same way ?
> > >
> > > Sorry I needed to vent out :-(
> > >
> > > Thanks
> > >
> > >
> >
> >
>
>

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From bsegal at DECARIE.COM  Wed Aug 27 12:42:53 2003
From: bsegal at DECARIE.COM (Bruce Segal)
Date: Wed, 27 Aug 2003 12:42:53 -0400
Subject: [rt-users] critical bug rt-3-0-5pre4: silently ignoring incoming mail
Message-ID: <EAA370484CA7FD42AD5841BEDD4203BB029B86@nts1.decarie.com>

FWIW I seem to be having the same problem here. 

RT-3-0-5pre4
FreeBSD 4.8
mysql  Ver 12.21 Distrib 4.0.14, for portbld-freebsd4.8 (i386)
apache Server version: Apache/1.3.28 (Unix)
Server built:   Aug 25 2003 17:02:32
Compiled-in modules:
  http_core.c
  mod_so.c
  mod_perl.c

postfix mailer. 

Only thing slightly out of the ordinary is external auth (LDAP) instead of the web logon. I embed a user name and password in the aliases file, which works. Message log show the mesage accepted by postfix.

Aug 27 12:46:46 webring postfix/local[19413]: B8100737: to=<rt at webring.decarie.com>, relay=local, delay=1, status=sent ("|/usr/local/www/data/rt3/bin/rt-mailgate --queue Computer --action correspond --url http://Rtmail:xxxxxx at rt.decarie.com/")

Follows is the bit of httpd.conf. 

<VirtualHost 10.1.1.3>
ServerName rt.decarie.com
DocumentRoot /usr/local/www/data/rt3/share/html
AddDefaultCharset UTF-8

PerlModule Apache::DBI
PerlRequire /usr/local/www/data/rt3/bin/webmux.pl

<IfModule mod_rewrite.c>
         RewriteEngine On
         RewriteLog /var/log/apache/rewrite.log
         RewriteLogLevel 0
         RewriteRule ^/([0-9]+)$ /Ticket/Display.html?id=$1 [R] [L]
         RewriteRule ^/([^/.]+)$ /Search/Listing.html?ShowQueue=$1 [R] [L]
</IfModule>

<Location />
  AuthName "RT Authentication"
  AuthType Basic
  PerlSetVar LDAPServer nts009.decarie.com
  PerlSetVar LDAPPort 389
  PerlAuthenHandler Apache::AuthNetLDAP
  require valid-user
  Satisfy any
  order deny,allow
  allow from 127.0.0.1
 deny from all
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
</VirtualHost>
This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail.

All outgoing e-mail scanned by Sybari Antigen v7.5 build 1133


From mrz at intelenet.net  Wed Aug 27 13:50:43 2003
From: mrz at intelenet.net (matthew zeier)
Date: Wed, 27 Aug 2003 10:50:43 -0700
Subject: [rt-users] critical bug rt-3-0-5pre4: silently ignoring incoming mail
References: <EAA370484CA7FD42AD5841BEDD4203BB029B86@nts1.decarie.com>
Message-ID: <011201c36cc3$bd0db300$6d180a0a@MRZTP>

As a point of reference, I upgraded to pre4 the other night and am not
missing mails.

redhat 8.0, modperl, apache 1.3.27, rt pre4, postfix

----- Original Message ----- 
From: "Bruce Segal" <bsegal at DECARIE.COM>
Cc: "rt-users" <rt-users at lists.fsck.com>
Sent: Wednesday, August 27, 2003 9:42 AM
Subject: RE: [rt-users] critical bug rt-3-0-5pre4: silently ignoring
incoming mail


FWIW I seem to be having the same problem here.

RT-3-0-5pre4
FreeBSD 4.8
mysql  Ver 12.21 Distrib 4.0.14, for portbld-freebsd4.8 (i386)
apache Server version: Apache/1.3.28 (Unix)
Server built:   Aug 25 2003 17:02:32
Compiled-in modules:
  http_core.c
  mod_so.c
  mod_perl.c

postfix mailer.

Only thing slightly out of the ordinary is external auth (LDAP) instead of
the web logon. I embed a user name and password in the aliases file, which
works. Message log show the mesage accepted by postfix.

Aug 27 12:46:46 webring postfix/local[19413]: B8100737:
to=<rt at webring.decarie.com>, relay=local, delay=1, status=sent
("|/usr/local/www/data/rt3/bin/rt-mailgate --queue Computer --action
correspond --url http://Rtmail:xxxxxx at rt.decarie.com/")

Follows is the bit of httpd.conf.

<VirtualHost 10.1.1.3>
ServerName rt.decarie.com
DocumentRoot /usr/local/www/data/rt3/share/html
AddDefaultCharset UTF-8

PerlModule Apache::DBI
PerlRequire /usr/local/www/data/rt3/bin/webmux.pl

<IfModule mod_rewrite.c>
         RewriteEngine On
         RewriteLog /var/log/apache/rewrite.log
         RewriteLogLevel 0
         RewriteRule ^/([0-9]+)$ /Ticket/Display.html?id=$1 [R] [L]
         RewriteRule ^/([^/.]+)$ /Search/Listing.html?ShowQueue=$1 [R] [L]
</IfModule>

<Location />
  AuthName "RT Authentication"
  AuthType Basic
  PerlSetVar LDAPServer nts009.decarie.com
  PerlSetVar LDAPPort 389
  PerlAuthenHandler Apache::AuthNetLDAP
  require valid-user
  Satisfy any
  order deny,allow
  allow from 127.0.0.1
 deny from all
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>
</VirtualHost>
This email and any files transmitted with it are confidential and intended
solely for the use of the individual or entity to whom they are addressed.
If you have received this email in error please notify the system manager.
This message contains confidential information and is intended only for the
individual named. If you are not the named addressee you should not
disseminate, distribute or copy this e-mail.

All outgoing e-mail scanned by Sybari Antigen v7.5 build 1133
_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 murphy at genome.chop.edu  Wed Aug 27 15:15:41 2003
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Wed, 27 Aug 2003 15:15:41 -0400
Subject: [rt-users] mailing list archive list search slow, etc
Message-ID: <D95C9C4A-D8C2-11D7-9378-0003930D3626@genome.chop.edu>

1) I'm not finding the list archive search 
(http://lists.fsck.com/search.html) to be very helpful, because 
virtually all of the hits are for entire monthly archives, and on 
average, over the past few days, it takes several minutes to download 
one of these.  Is the host machine suffering, or is the per-user 
bandwidth being throttled?   I have an institutional broadband 
connection, and nothing else is slow for me.  I bet lots of people are 
doing what I do, starting a few searches and eventually giving up in 
frustration, meanwhile having socked the machine with several large 
requests.

2) Not that this matters, but the images used in the htsearch output 
page are broken.

3) The search query uses conventions I am not familiar with, and there 
is no help link describing the usage.  As a result, the odds of a 
monthly archive actually containing what I am looking for tend to be 
extremely low, meaning I go back for another one, and the machine 
groans on ....

Because of the speed problem, I plan to download the full raw archives 
at http://lists.fsck.com/pipermail/rt-users/, etc and search locally.

Because of these issues, it would be nice if the various piper and 
mailman pages linked to each other to make it as easy as possible for 
people to find what they need.

Thanks,
Kevin Murphy



From scott at cae.com  Wed Aug 27 15:15:53 2003
From: scott at cae.com (Scott Hebert)
Date: Wed, 27 Aug 2003 15:15:53 -0400
Subject: [rt-users] Enhanced Mailgate for RT3
Message-ID: <69F1436AA435D7118EE1009027B0FF3A862B8D@caemsx02.cae.ca>

Does anyone have a patched version of the standard rt-mailgate for RT3 which
has the features of enhanced mailgate?

Thanks,

SH







From murphy at genome.chop.edu  Wed Aug 27 15:40:13 2003
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Wed, 27 Aug 2003 15:40:13 -0400
Subject: [rt-users] cookie expiration?
Message-ID: <46F9C03D-D8C6-11D7-9378-0003930D3626@genome.chop.edu>

My users were complaining about having to log into RT all the time, so 
I added a new 'CookieExpires' variable to the RT namespace.

Does that sound like a good thing?  (I'm not an experienced web person 
and am new to RT).

I made these modifications:

To /usr/local/rt3/etc/RT_Config.pm:

I added the line:

Set($CookieExpires, '+99M');

To /usr/local/rt3/share/html/Elements/:

I added "-expires => $RT::CookieExpires" to the "new CGI::Cookie" call.

(I have the rt3 tree under cvs control, so I should be able to back out 
of changes or merge with the next release of rt3 pretty easily.)

-Kevin Murphy



From murphy at genome.chop.edu  Wed Aug 27 15:43:01 2003
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Wed, 27 Aug 2003 15:43:01 -0400
Subject: [rt-users] update custom fields of multiple tickets at once
Message-ID: <AB0F38EC-D8C6-11D7-9378-0003930D3626@genome.chop.edu>

It doesn't seem possible in RT 3.0.4 to update the custom fields of 
multiple tickets "all at once".  Hopefully I am wrong.  If not, before 
I implement this ... has anybody else done it?

Thanks,
Kevin Murphy



From hermann at rodeios.com  Wed Aug 27 15:51:45 2003
From: hermann at rodeios.com (Hermann Wecke)
Date: 27 Aug 2003 19:51:45 +0000
Subject: [rt-users] RT3 and international characters - positive feedback
In-Reply-To: <001b01c36ad8$23ce2ae0$4601a8c0@OMNIBOOK>
Message-ID: <Pine.LNX.4.44.0308252013500.7088-100000@mail.hermann.com.br>

On Mon, 25 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:

> You did recompile mod_perl and apache?

Yes, I did. I started a "fresh" install from source, with the most
up-to-date apache, mod_perl, php, mod_ssl for that time... (I did this
about 2 months ago...  just making sure that recompiling everything again
with the latest version will help me)

I will do it today and post a feedback here.

Thanks, Hermann



From gordon at morenet.net.nz  Wed Aug 27 15:57:16 2003
From: gordon at morenet.net.nz (Gordon Smith)
Date: Thu, 28 Aug 2003 07:57:16 +1200
Subject: [rt-users] critical bug rt-3-0-5pre4: silently ignoring incoming mail
In-Reply-To: <011201c36cc3$bd0db300$6d180a0a@MRZTP>
Message-ID: <002801c36cd5$6c365600$3601a8c0@morenetus4psa7>

We're not seeing this, but I have noticed one bug that's crept in.
If a ticket is killed then the user sends a reply to the ticket, RT does
not re-open the ticket. Status remains deleted, and the correspondence
gets added to that ticket, so effectively it never gets seen.



From jesse at bestpractical.com  Wed Aug 27 16:08:51 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 27 Aug 2003 16:08:51 -0400
Subject: [rt-users] critical bug rt-3-0-5pre4: silently ignoring incoming mail
In-Reply-To: <002801c36cd5$6c365600$3601a8c0@morenetus4psa7>
References: <011201c36cc3$bd0db300$6d180a0a@MRZTP> <002801c36cd5$6c365600$3601a8c0@morenetus4psa7>
Message-ID: <20030827200851.GK24630@fsck.com>

Deleted tickets are essentially supposed to "not exist" in the system.
The fact that the new message doesn't get assigned a new ticket id
sounds like a bug, though.

	-j


On Thu, Aug 28, 2003 at 07:57:16AM +1200, Gordon Smith wrote:
> We're not seeing this, but I have noticed one bug that's crept in.
> If a ticket is killed then the user sends a reply to the ticket, RT does
> not re-open the ticket. Status remains deleted, and the correspondence
> gets added to that ticket, so effectively it never gets seen.
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 RT at InterCept.Net  Wed Aug 27 16:10:08 2003
From: RT at InterCept.Net (RT)
Date: Wed, 27 Aug 2003 16:10:08 -0400
Subject: [rt-users] Attachment Size problem
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B699@icptex02.corp.icpt.net>

My users are attaching files greater than 1MB and my RT and Mysql is set
for 10MB, but I still cannot attach large files.
 
Aug 27 15:55:17 rt2 RT: DBD::mysql::st execute failed: MySQL server has
gone away at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm
line 410.  (/opt/rt3/lib/RT.pm:235)  
Aug 27 15:55:17 rt2 RT: RT::Handle=HASH(0x851b4a4) couldn't execute the
query 'INSERT INTO Attachments (Subject, ContentType, Filename, Headers,
Creator, Parent, Created, ContentEncoding, Content, TransactionId)
VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at
/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417.
(/opt/rt3/lib/RT.pm:235)  
Aug 27 15:55:18 rt2 RT: RT::Scrip=HASH(0x98aa9b0): Couldn't prepare Open
Tickets (/opt/rt3/lib/RT/Scrip_Overlay.pm:338)  
 
Has anyone actually fixed this problem that was happening to them?
 
Thanks,
Michael Brown
InterCept
Systems Administrator
770.248.9600 x4856
 
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From tom at redpepperracing.com  Wed Aug 27 16:27:57 2003
From: tom at redpepperracing.com (Tom Lichti)
Date: Wed, 27 Aug 2003 16:27:57 -0400
Subject: [rt-users] Determining group membership
Message-ID: <3F4D144D.8040504@redpepperracing.com>

RT 2.0.15

I am trying to create a custom link in the 'Tabs' section that only 
members of a certain group should see. Creating the link is easy, 
restricting who sees it seems to be beyond my abilities. I am looking at 
Group.pm, and I assume I should be using the 'HasMember' method, but I 
can't seem to figure out the correct syntax. I thought it would be 
something along the lines of:

if  ($self->CurrentUser->GroupId => 'Allowed Group') {
    print 'link'
}

I'm not very comfortable with Mason, so please be gentle...

Thanks in advance for any help.

Tom Lichti



From alesh at sportina.si  Wed Aug 27 16:46:11 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Wed, 27 Aug 2003 22:46:11 +0200
Subject: [rt-users] httpd's are more than 10%
In-Reply-To: <Pine.GSO.4.30L2.0308271142580.24762-100000@qmail>
Message-ID: <012b01c36cdc$446f0fc0$4a01a8c0@OMNIBOOK>

This is my my.cnf (copy from my-large.cnf), hope it helps you, a quick check
shows some differences:

# Example mysql config file for large systems.
#
# This is for large system with memory = 512M where the system runs mainly
# MySQL.
#
# You can copy this file to
# /etc/my.cnf to set global options,
# mysql-data-dir/my.cnf to set server-specific options (in this
# installation this directory is /usr/local/mysql/var) or
# ~/.my.cnf to set user-specific options.
#
# One can in this file use all long options that the program supports.
# If you want to know which options a program support, run the program
# with --help option.

# The following options will be passed to all MySQL clients
[client]
#password       = your_password
port            = 3306
socket          = /tmp/mysql.sock

# Here follows entries for some specific programs

# The MySQL server
[mysqld]
port            = 3306
socket          = /tmp/mysql.sock
skip-locking
key_buffer = 256M
max_allowed_packet = 16M
table_cache = 256
sort_buffer_size = 1M
read_buffer_size = 1M
myisam_sort_buffer_size = 64M
thread_cache = 8
query_cache_size= 16M
query_cache_type=1
# Try number of CPU's*2 for thread_concurrency
thread_concurrency = 8

# Don't listen on a TCP/IP port at all. This can be a security enhancement,
# if all processes that need to connect to mysqld run on the same host.
# All interaction with mysqld must be made via Unix sockets or named pipes.
# Note that using this option without enabling named pipes on Windows
# (via the "enable-named-pipe" option) will render mysqld useless!
#
#skip-networking

# Replication Master Server (default)
# binary logging is required for replication
log-bin

# required unique id between 1 and 2^32 - 1
# defaults to 1 if master-host is not set
# but will not function as a master if omitted
#server-id       = 2
#
# The replication master for this slave - required
#master-host     =   <hostname>
#
# The username the slave will use for authentication when connecting
# to the master - required
#master-user     =   <username>
#
# The password the slave will authenticate with when connecting to
# the master - required
#master-password =   <password>
#
# The port the master is listening on.
# optional - defaults to 3306
#master-port     =  <port>
#
# binary logging - not required for slaves, but recommended
#log-bin

# Point the following paths to different dedicated disks
#tmpdir         = /tmp/
#log-update     = /path-to-dedicated-directory/hostname

# Uncomment the following if you are using BDB tables
#bdb_cache_size = 64M
#bdb_max_lock = 100000

# Uncomment the following if you are using InnoDB tables
#innodb_data_home_dir = /usr/local/mysql/var/
#innodb_data_file_path = ibdata1:10M:autoextend
#innodb_log_group_home_dir = /usr/local/mysql/var/
#innodb_log_arch_dir = /usr/local/mysql/var/
# You can set .._buffer_pool_size up to 50 - 80 %
# of RAM but beware of setting memory usage too high
innodb_buffer_pool_size = 256M
innodb_additional_mem_pool_size = 20M
# Set .._log_file_size to 25 % of buffer pool size
#innodb_log_file_size = 64M
#innodb_log_buffer_size = 8M
#innodb_flush_log_at_trx_commit = 1
#innodb_lock_wait_timeout = 50

[mysqldump]
quick
max_allowed_packet = 16M

[mysql]
no-auto-rehash
# Remove the next comment character if you are not familiar with SQL
#safe-updates

[isamchk]
key_buffer = 128M
sort_buffer_size = 128M
read_buffer = 2M
write_buffer = 2M

[myisamchk]
key_buffer = 128M
sort_buffer_size = 128M
read_buffer = 2M
write_buffer = 2M

[mysqlhotcopy]
interactive-timeout


<== cut here ==>

A.

-----Original Message-----
From: Asif Iqbal [mailto:iqbala at qwestip.net] 
Sent: Wednesday, August 27, 2003 5:46 PM
To: Ale? Su?nik
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] httpd's are more than 10%



My RT3 is still slow afetr upgrading it from 3.04. to 3.0.5pre3. This is how
my
cnf file looks like

[client]
port            = 3306
socket          = /tmp/mysql.sock

[mysqld]
port            = 3306
socket          = /tmp/mysql.sock
skip-locking
key_buffer = 384M
max_allowed_packet = 1M
table_cache = 512
sort_buffer_size = 2M
read_buffer_size = 2M
myisam_sort_buffer_size = 64M
thread_cache = 8
query_cache_size = 32M
thread_concurrency = 8

server-id       = 1

innodb_data_home_dir = /usr/local/mysql/data/
innodb_data_file_path = ibdata1:1882M;ibdata2:10M:autoextend
innodb_log_group_home_dir = /usr/local/mysql/data/
innodb_log_arch_dir = /usr/local/mysql/data/
innodb_buffer_pool_size = 384M
innodb_additional_mem_pool_size = 20M
innodb_log_file_size = 100M
innodb_log_buffer_size = 8M
innodb_flush_log_at_trx_commit = 1
innodb_lock_wait_timeout = 50

[mysqldump]
quick
max_allowed_packet = 16M

[mysql]
no-auto-rehash

[isamchk]
key_buffer = 256M
sort_buffer_size = 256M
read_buffer = 2M
write_buffer = 2M

[myisamchk]
key_buffer = 256M
sort_buffer_size = 256M
read_buffer = 2M
write_buffer = 2M

[mysqlhotcopy]
interactive-timeout

I have only InnoDB and MyISAM tables as part of the default setup

Any suggestion for improvement now ?

Thanks a lot

On Sun, 24 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:

> Try optimizing your mysql (there's plenty of info about that on the web).
> You said you've got 4gb of RAM, use it well...
>
> A.
>
> -----Original Message-----
> From: Asif Iqbal [mailto:iqbala at qwestip.net]
> Sent: Saturday, August 23, 2003 11:55 PM
> To: Ale? Su?nik
> Cc: rt-users at lists.fsck.com
> Subject: RE: [rt-users] httpd's are more than 10%
>
>
> On Thu, 21 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:
>
> > Try to go with my-large.cnf, the amount of RAM you've got is plenty for
> > my-large.
> >
> > And yes try 3.0.5pre3.
> >
> > A.
>
> using my-large instead of my-medium and upgraded from RT-3-0-4 to
> RT-3-0-5pre3
> and now the same ticket takes 9.5 sec to retrieve instead of 58 secs
>
> Now I am not sure if I need to be concerned about the httpds that are
> *still* over 10%
>
> Thanks for all the help
> >
> > -----Original Message-----
> > From: Asif Iqbal [mailto:iqbala at qwestip.net]
> > Sent: Thursday, August 21, 2003 4:46 PM
> > To: Ale? Su?nik
> > Subject: RE: [rt-users] httpd's are more than 10%
> >
> >
> > On Thu, 21 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:
> >
> > > HW configuration?
> >
> > Soalris 420R, 4x450 Mhz/4 GB Ram
> >
> > > mysql config?
> >
> > my-medium.cnf
> >
> > > Tried 3.0.5pre3?
> >
> > No, should I ?
> >
> > >
> > > A.
> > >
> > > -----Original Message-----
> > > From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com]
> > > On Behalf Of Asif Iqbal
> > > Sent: Thursday, August 21, 2003 3:58 PM
> > > To: rt-users at lists.fsck.com
> > > Cc: rt-devel at lists.fsck.com
> > > Subject: [rt-users] httpd's are more than 10%
> > >
> > >
> > > I am using RT-3-0-4/Mysql4.0.13/Apache 1.3.27+mod_perl1/Perl 5.8
> > >
> > > I noticed three out of 10 of my httpd sessions are taking more than
10%
> of
> > > CPU
> > > and they are excruciatingly slow. Not sure if we need to switch to a
> > > different
> > > product at this time. I really had very good experience with RT2 and
not
> > > with
> > > RT3. I followed the instruction while upgrading to RT3.
> > >
> > > Someone else experiencing the same way ?
> > >
> > > Sorry I needed to vent out :-(
> > >
> > > Thanks
> > >
> > >
> >
> >
>
>

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1





From alesh at sportina.si  Wed Aug 27 16:48:05 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Wed, 27 Aug 2003 22:48:05 +0200
Subject: [rt-users] mailing list archive list search slow, etc
In-Reply-To: <D95C9C4A-D8C2-11D7-9378-0003930D3626@genome.chop.edu>
Message-ID: <013601c36cdc$873a5da0$4a01a8c0@OMNIBOOK>

Very useful link for search RT archives:

http://marc.free.net.ph/mindex/rt-users at 20380101.000000.00000000.xml

and/or http://marc.free.net.ph/splash/index.xml

A.

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Kevin Murphy
Sent: Wednesday, August 27, 2003 9:16 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] mailing list archive list search slow, etc


1) I'm not finding the list archive search 
(http://lists.fsck.com/search.html) to be very helpful, because 
virtually all of the hits are for entire monthly archives, and on 
average, over the past few days, it takes several minutes to download 
one of these.  Is the host machine suffering, or is the per-user 
bandwidth being throttled?   I have an institutional broadband 
connection, and nothing else is slow for me.  I bet lots of people are 
doing what I do, starting a few searches and eventually giving up in 
frustration, meanwhile having socked the machine with several large 
requests.

2) Not that this matters, but the images used in the htsearch output 
page are broken.

3) The search query uses conventions I am not familiar with, and there 
is no help link describing the usage.  As a result, the odds of a 
monthly archive actually containing what I am looking for tend to be 
extremely low, meaning I go back for another one, and the machine 
groans on ....

Because of the speed problem, I plan to download the full raw archives 
at http://lists.fsck.com/pipermail/rt-users/, etc and search locally.

Because of these issues, it would be nice if the various piper and 
mailman pages linked to each other to make it as easy as possible for 
people to find what they need.

Thanks,
Kevin Murphy

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

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




From alesh at sportina.si  Wed Aug 27 16:49:32 2003
From: alesh at sportina.si (=?utf-8?B?QWxlxaEgU3XFoW5paw==?=)
Date: Wed, 27 Aug 2003 22:49:32 +0200
Subject: [rt-users] RT3 and international characters - positive feedback
In-Reply-To: <Pine.LNX.4.44.0308252013500.7088-100000@mail.hermann.com.br>
Message-ID: <013701c36cdc$bb027050$4a01a8c0@OMNIBOOK>

Hermann,

I recompiled everything from scratch and I used 3.0.5pre3 and it solved all my problems regarding int. chars.

A.

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Hermann Wecke
Sent: Wednesday, August 27, 2003 9:52 PM
To: rt-users at lists.fsck.com
Subject: RE: [rt-users] RT3 and international characters - positive feedback


On Mon, 25 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:

> You did recompile mod_perl and apache?

Yes, I did. I started a "fresh" install from source, with the most
up-to-date apache, mod_perl, php, mod_ssl for that time... (I did this
about 2 months ago...  just making sure that recompiling everything again
with the latest version will help me)

I will do it today and post a feedback here.

Thanks, Hermann

_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 RT at InterCept.Net  Wed Aug 27 16:59:37 2003
From: RT at InterCept.Net (RT)
Date: Wed, 27 Aug 2003 16:59:37 -0400
Subject: [rt-users] Attachment Size problem
Message-ID: <A8ED8823644C614280ACAC1A4D3E93FB25B69A@icptex02.corp.icpt.net>

Fixed it, thanks to trial n error
 
Had to put the max_packet option in a different section of the my.cnf
file
 
Michael
 
-----Original Message-----
From: RT 
Posted At: Wednesday, August 27, 2003 4:10 PM
Posted To: RT
Conversation: Attachment Size problem
Subject: [rt-users] Attachment Size problem
 
My users are attaching files greater than 1MB and my RT and Mysql is set
for 10MB, but I still cannot attach large files.
 
Aug 27 15:55:17 rt2 RT: DBD::mysql::st execute failed: MySQL server has
gone away at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm
line 410.  (/opt/rt3/lib/RT.pm:235)  
Aug 27 15:55:17 rt2 RT: RT::Handle=HASH(0x851b4a4) couldn't execute the
query 'INSERT INTO Attachments (Subject, ContentType, Filename, Headers,
Creator, Parent, Created, ContentEncoding, Content, TransactionId)
VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at
/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 417.
(/opt/rt3/lib/RT.pm:235)  
Aug 27 15:55:18 rt2 RT: RT::Scrip=HASH(0x98aa9b0): Couldn't prepare Open
Tickets (/opt/rt3/lib/RT/Scrip_Overlay.pm:338)  
 
Has anyone actually fixed this problem that was happening to them?
 
Thanks,
Michael Brown
InterCept
Systems Administrator
770.248.9600 x4856
 
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From lydia at spamcop.net  Wed Aug 27 18:07:36 2003
From: lydia at spamcop.net (Lydia Bell)
Date: Wed, 27 Aug 2003 18:07:36 -0400
Subject: [rt-users] RT/Apache/FastCGI; page source displayed raw, not interpreted
Message-ID: <1062022056.0c101299abb0d@webmail.spamcop.net>

I am trying to get RT running with FastCGI, with little success.   Here's my
configuration:

RT 3.0.4
Apache 2.0.47
mod_fastcgi 2.4.0
suidperl 5.8.0

Everything installed OK; I was missing a couple of Perl modules when I tested
the dependencies but they installed with no trouble.  I have the following in my
httpd.conf:

Alias /rt/NoAuth/images/ "/usr/local/rt3/share/html/NoAuth/images/"
Alias /rt "/usr/local/rt3/share/html"
ScriptAlias /rt/ "/usr/local/rt3/bin/mason_handler.fcgi/"

<Location /rt>
   RedirectMatch permanent (.*)/$ http://my.hosts.fqdn$1/index.html
</Location>

AddHandler fastcgi-script fcgi
FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi

The FastCGI server starts when I start Apache, and I'm not seeing any errors in
the log.  But when I try to go to my.hosts.fqdn/rt/index.html, it just spits out
the source code of index.html rather than interpreting it.

If this has been addressed here before, please forgive me.  I've been all
through RT/FM, searched the mailing lists archives, and checked Google, but
can't find an answer.  Any ideas?

-- 
Lydia Bell
lydia at spamcop.net


From rbellamy at pteradigm.com  Wed Aug 27 18:07:42 2003
From: rbellamy at pteradigm.com (G. Richard Bellamy)
Date: Wed, 27 Aug 2003 15:07:42 -0700
Subject: [rt-users] mailing list archive list search slow, etc
Message-ID: <0FC82FC6709BE34CB9118EE0E252FD2312121D@ehost007.intermedia.net>

GOOGLE: "site:fsck.com [SEARCH CRITERIA]", or "site:lists.fsck.com
[SEARCH CRITERIA]"

This is my favorite way to search the mail archives.


G. Richard Bellamy
mailto:rbellamy at pteradigm.com
V:707-869-3665


> -----Original Message-----
> From: Kevin Murphy [mailto:murphy at genome.chop.edu] 
> Sent: Wednesday, August 27, 2003 12:16 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] mailing list archive list search slow, etc
> 
> 
> 1) I'm not finding the list archive search 
> (http://lists.fsck.com/search.html) to be very helpful, because 
> virtually all of the hits are for entire monthly archives, and on 
> average, over the past few days, it takes several minutes to download 
> one of these.  Is the host machine suffering, or is the per-user 
> bandwidth being throttled?   I have an institutional broadband 
> connection, and nothing else is slow for me.  I bet lots of 
> people are 
> doing what I do, starting a few searches and eventually giving up in 
> frustration, meanwhile having socked the machine with several large 
> requests.
> 
> 2) Not that this matters, but the images used in the htsearch output 
> page are broken.
> 
> 3) The search query uses conventions I am not familiar with, 
> and there 
> is no help link describing the usage.  As a result, the odds of a 
> monthly archive actually containing what I am looking for tend to be 
> extremely low, meaning I go back for another one, and the machine 
> groans on ....
> 
> Because of the speed problem, I plan to download the full raw 
> archives 
> at http://lists.fsck.com/pipermail/rt-users/, etc and search locally.
> 
> Because of these issues, it would be nice if the various piper and 
> mailman pages linked to each other to make it as easy as possible for 
> people to find what they need.
> 
> Thanks,
> Kevin Murphy
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 hotmail at obrien-pifer.com  Wed Aug 27 19:51:43 2003
From: hotmail at obrien-pifer.com (James Pifer)
Date: 27 Aug 2003 19:51:43 -0400
Subject: [rt-users] Problems trying to install RT
In-Reply-To: <1061982491.14190.625.camel@tweety.tnjinfl.com>
References: <F79313E78B6A4047A3ED2054C5911B7C3A52@newbie.aaconsultation.net>
	 <1061982491.14190.625.camel@tweety.tnjinfl.com>
Message-ID: <1062028303.4807.1.camel@tweety.tnjinfl.com>

Still having this problem. Can anyone help?

Thanks,
James


On Wed, 2003-08-27 at 07:08, James Pifer wrote:
> Turns out I'm running Apache 2.0.40. I tried setting the web-user flag
> to nobody, but I still have the same problem. How can I tell which to
> use?
> 
> There are no error in my httpd logs. 
> 
> Also, my system passes all the dependencies using modperl2, so I guess
> I'll be using that. 
> 
> Any help is appreciated.
> James
> 
> 
> On Tue, 2003-08-26 at 23:05, Administrator wrote:
> > I had the same problem and I fixed it by using the web user flag with
> > the nobody user when configuring. It seems that my Apache 1.3.28 is
> > set to run under the nobody user not www as it predecessors.
> >  
> > Thank You,
> >  
> > Bryan McClellan
> > Evo-Systems
> > Co-Founder / IT Director
> > bmcclellan at evo-systems.net
> >  
> > 
> > ______________________________________________________________________
> > From: rt-users-admin at lists.fsck.com on behalf of James Pifer
> > Sent: Tue 8/26/2003 8:26 PM
> > To: RT-Users
> > Subject: [rt-users] Problems trying to install RT
> > 
> > 
> > 
> > I'm new to RT. Anyone on this list migrated from Remedy to RT?
> > 
> > I'm trying to get it installed on Redhat 9 and I think it's close.
> > When
> > I try to hit the web page I get the following error. Anyone know why?
> > 
> > When I run the dependency check it passes everything except
> > Apache::Request. Could it be causing this problem? Not sure how to fix
> > it. I'm running httpd from Redhat.
> > 
> > Thanks,
> > James
> > 
> >                               System error
> > 
> > error:
> > mkdir /opt/rt3/var/mason_data/obj:
> > Permission denied at
> > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Compiler/ToObject.pm line
> > 102
> > context:
> > ...
> > 
> > 187:
> > # whether they
> > should generate a
> > full stack trace
> > (confess() and
> > cluck())
> > 188:
> > # or simply report
> > the caller's
> > package (croak()
> > and carp()),
> > respectively.
> > 189:
> > # confess() and
> > croak() die,
> > carp() and cluck()
> > warn.
> > 190:
> > 
> > 191:
> > sub croak { die
> > shortmess @_ }
> > 192:
> > sub confess { die
> > longmess @_ }
> > 193:
> > sub carp { warn
> > shortmess @_ }
> > 194:
> > sub cluck { warn
> > longmess @_ }
> > 195:
> > 
> > ...
> > 
> > code stack:
> > /usr/lib/perl5/5.8.0/Carp.pm:191
> > /usr/lib/perl5/5.8.0/File/Path.pm:150
> > /usr/lib/perl5/5.8.0/File/Path.pm:143
> > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Compiler/ToObject.pm:102
> > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:308
> > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:199
> > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166
> > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60
> > /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265
> > /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343
> > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213
> > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:862
> > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789
> > /opt/rt3/bin/webmux.pl:118
> > -e:0
> > raw 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
> > 
> > 
> > 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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  Wed Aug 27 19:57:16 2003
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Wed, 27 Aug 2003 18:57:16 -0500
Subject: [rt-users] Problems trying to install RT
Message-ID: <A14F6A96A4696D468FBF4256637CBAA8803366@mailservermn.mqsoftware.com>

Mine may not be the best answer, but when I see this I usually run (as
root) "chown -r apache.apache /opt/rt3" and everything is good again.

> -----Original Message-----
> From: James Pifer [mailto:hotmail at obrien-pifer.com]
> Sent: Wednesday, August 27, 2003 6:52 PM
> To: RT-Users
> Subject: RE: [rt-users] Problems trying to install RT
> 
> Still having this problem. Can anyone help?
> 
> Thanks,
> James
> 
> 
> On Wed, 2003-08-27 at 07:08, James Pifer wrote:
> > Turns out I'm running Apache 2.0.40. I tried setting the web-user
flag
> > to nobody, but I still have the same problem. How can I tell which
to
> > use?
> >
> > There are no error in my httpd logs.
> >
> > Also, my system passes all the dependencies using modperl2, so I
guess
> > I'll be using that.
> >
> > Any help is appreciated.
> > James
> >
> >
> > On Tue, 2003-08-26 at 23:05, Administrator wrote:
> > > I had the same problem and I fixed it by using the web user flag
with
> > > the nobody user when configuring. It seems that my Apache 1.3.28
is
> > > set to run under the nobody user not www as it predecessors.
> > >
> > > Thank You,
> > >
> > > Bryan McClellan
> > > Evo-Systems
> > > Co-Founder / IT Director
> > > bmcclellan at evo-systems.net
> > >
> > >
> > >
______________________________________________________________________
> > > From: rt-users-admin at lists.fsck.com on behalf of James Pifer
> > > Sent: Tue 8/26/2003 8:26 PM
> > > To: RT-Users
> > > Subject: [rt-users] Problems trying to install RT
> > >
> > >
> > >
> > > I'm new to RT. Anyone on this list migrated from Remedy to RT?
> > >
> > > I'm trying to get it installed on Redhat 9 and I think it's close.
> > > When
> > > I try to hit the web page I get the following error. Anyone know
why?
> > >
> > > When I run the dependency check it passes everything except
> > > Apache::Request. Could it be causing this problem? Not sure how to
fix
> > > it. I'm running httpd from Redhat.
> > >
> > > Thanks,
> > > James
> > >
> > >                               System error
> > >
> > > error:
> > > mkdir /opt/rt3/var/mason_data/obj:
> > > Permission denied at
> > > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Compiler/ToObject.pm
line
> > > 102
> > > context:
> > > ...
> > >
> > > 187:
> > > # whether they
> > > should generate a
> > > full stack trace
> > > (confess() and
> > > cluck())
> > > 188:
> > > # or simply report
> > > the caller's
> > > package (croak()
> > > and carp()),
> > > respectively.
> > > 189:
> > > # confess() and
> > > croak() die,
> > > carp() and cluck()
> > > warn.
> > > 190:
> > >
> > > 191:
> > > sub croak { die
> > > shortmess @_ }
> > > 192:
> > > sub confess { die
> > > longmess @_ }
> > > 193:
> > > sub carp { warn
> > > shortmess @_ }
> > > 194:
> > > sub cluck { warn
> > > longmess @_ }
> > > 195:
> > >
> > > ...
> > >
> > > code stack:
> > > /usr/lib/perl5/5.8.0/Carp.pm:191
> > > /usr/lib/perl5/5.8.0/File/Path.pm:150
> > > /usr/lib/perl5/5.8.0/File/Path.pm:143
> > > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Compiler/ToObject.pm:102
> > > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:308
> > > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:199
> > > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166
> > > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60
> > > /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265
> > > /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343
> > > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213
> > > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:862
> > > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789
> > > /opt/rt3/bin/webmux.pl:118
> > > -e:0
> > > raw 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
> > >
> > >
> > >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.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 lizst at va.com.au  Wed Aug 27 21:18:09 2003
From: lizst at va.com.au (Jesse Reynolds)
Date: Thu, 28 Aug 2003 11:18:09 +1000
Subject: [rt-users] lost emails! misconfiguration didn't cause bounces...
Message-ID: <a06001a1bbb7307765ef3@[10.0.1.30]>

Hi

I stupidly altered the name of a queue, because I did not understand 
that this was the way the email found it's way into the queue. So for 
the past little while emails sent to our support queue have been 
silently deleted!

I would have expected the messages to have been bounced. I am trying 
to understand why they weren't bounced.

We're using qmail on freebsd. The mechanism for delivery to RT is via 
the file /var/qmail/alias/.qmail-support which contains the following 
command:

|/var/qmail/bin/preline /usr/local/rt2/bin/rt-mailgate --queue 
support --action correspond

The qmail log at /var/log/maillog contains the following lines for 
each delivery attempt:


Aug 28 08:42:57 cabernet qmail: 1062025977.616597 new msg 476188
Aug 28 08:42:57 cabernet qmail: 1062025977.616989 info msg 476188: 
bytes 1012 from <jesse at va.com.au> qp 32496 uid 82
Aug 28 08:42:57 cabernet qmail: 1062025977.620988 starting delivery 
4202: msg 476188 to local rt-support at requests.va.com.au
Aug 28 08:42:57 cabernet qmail: 1062025977.621542 status: local 1/10 
remote 0/20
Aug 28 08:42:58 cabernet qmail: 1062025978.117793 delivery 4202: 
success: 
RT_couldn't_find_the_queue:_supportqmail-inject:_fatal:_unable_to_parse_this_line:/From:_RT::CorrespondAddress.not.set/No_permission_to_create_tickets_in_the_queue_''.qmail-inject:_fatal:_unable_to_parse_this_line:/From:_RT::CorrespondAddress.not.set/Create_failed:_0_/_0_/_No_permission_to_create_tickets_in_the_queue_''._did_0+0+1/
Aug 28 08:42:58 cabernet qmail: 1062025978.118481 status: local 0/10 
remote 0/20
Aug 28 08:42:58 cabernet qmail: 1062025978.118519 end msg 476188

My question is this: why does qmail think the message has been 
delivered successfully, when it is clear that this is not the case?

Thankyou

Jesse



From gordon at morenet.net.nz  Wed Aug 27 21:24:14 2003
From: gordon at morenet.net.nz (Gordon Smith)
Date: Thu, 28 Aug 2003 13:24:14 +1200
Subject: [rt-users] critical bug rt-3-0-5pre4: silently ignoring incoming mail
In-Reply-To: <20030827200851.GK24630@fsck.com>
Message-ID: <002f01c36d03$198ee330$3601a8c0@morenetus4psa7>

Cheers Jesse,

Its easy enough to get around - helpdesk shouldn't be deleting unless
its spam. They were being a bit lazy there....

Overall, we're really impressed with this build. Speed is comparable to
2.x, and the features are great. 

Gordon

> -----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, August 28, 2003 8:09 AM
> To: Gordon Smith
> Cc: 'rt-users'
> Subject: Re: [rt-users] critical bug rt-3-0-5pre4: silently 
> ignoring incoming mail
> 
> 
> Deleted tickets are essentially supposed to "not exist" in 
> the system. The fact that the new message doesn't get 
> assigned a new ticket id sounds like a bug, though.
> 
> 	-j
> 
> 



From hermann at rodeios.com  Thu Aug 28 00:08:24 2003
From: hermann at rodeios.com (Hermann Wecke)
Date: 28 Aug 2003 04:08:24 +0000
Subject: [rt-users] RT3 and international characters - positive feedback
In-Reply-To: <013701c36cdc$bb027050$4a01a8c0@OMNIBOOK>
Message-ID: <Pine.LNX.4.44.0308280339220.339-100000@mail.hermann.com.br>

On Wed, 27 Aug 2003, [utf-8] Ale?? Su??nik wrote:

> I recompiled everything from scratch and I used 3.0.5pre3 and it solved
> all my problems regarding int. chars.

Unless I made something wrong or missed something, I'm still unable to
handle international characters.

Now running:
Apache/1.3.28 (Unix) PHP/4.3.1 mod_gzip/1.3.26.1a mod_perl/1.28
mod_ssl/2.8.15

Now running RT 3.0.5pre3 on a RH 7.3 box.

Do I need to change anything inside my RT_SiteConfig.pm?

>I already had perl 5.8.0 installed

I saw I'm running 5.6.1. This could/should be the problem?





From pdh at snapgear.com  Thu Aug 28 00:22:48 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Thu, 28 Aug 2003 14:22:48 +1000
Subject: [rt-users] RT3 and international characters - positive feedback
In-Reply-To: <Pine.LNX.4.44.0308280339220.339-100000@mail.hermann.com.br>
References: <013701c36cdc$bb027050$4a01a8c0@OMNIBOOK> <Pine.LNX.4.44.0308280339220.339-100000@mail.hermann.com.br>
Message-ID: <20030828042247.GG609@moreton.com.au>

Hermann Wecke wrote:
> Unless I made something wrong or missed something, I'm still unable to
> handle international characters.
> 
> I saw I'm running 5.6.1. This could/should be the problem?

Yes. 5.6.1 bad. Doesn't like non-western character sets. 5.8.x good.
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From jesse at bestpractical.com  Thu Aug 28 01:27:50 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 28 Aug 2003 01:27:50 -0400
Subject: [rt-users] mailing list archive list search slow, etc
In-Reply-To: <D95C9C4A-D8C2-11D7-9378-0003930D3626@genome.chop.edu>
References: <D95C9C4A-D8C2-11D7-9378-0003930D3626@genome.chop.edu>
Message-ID: <20030828052750.GS24630@fsck.com>



On Wed, Aug 27, 2003 at 03:15:41PM -0400, Kevin Murphy wrote:
> 1) I'm not finding the list archive search 
> (http://lists.fsck.com/search.html) to be very helpful, because 
> virtually all of the hits are for entire monthly archives, and on 

Thanks for the heads up. That _should_ be fixed once htdig finishes a
full reindexing (it shouldn't index any of the full archives anymore).


> average, over the past few days, it takes several minutes to download 
> one of these.  Is the host machine suffering, or is the per-user 
> bandwidth being throttled?   I have an institutional broadband 
> connection, and nothing else is slow for me.  I bet lots of people are 
> doing what I do, starting a few searches and eventually giving up in 
> frustration, meanwhile having socked the machine with several large 
> requests.

The machine's pipe has been throttled down, due to the fact that a number of
folks were doing things like sucking down the entirety of the
mailinglist archive and entire ftp directory of all RT releases ever,
sending us skyrocketing over our 1/4 mbit bandwidth allocation.


> 2) Not that this matters, but the images used in the htsearch output 
> page are broken.

They've mostly been removed.


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


From hermann at rodeios.com  Thu Aug 28 01:38:18 2003
From: hermann at rodeios.com (Hermann Wecke)
Date: 28 Aug 2003 05:38:18 +0000
Subject: [rt-users] RT3 and international characters - positive feedback
In-Reply-To: <20030828042247.GG609@moreton.com.au>
Message-ID: <Pine.LNX.4.44.0308280521100.20776-100000@mail.hermann.com.br>

On Thu, 28 Aug 2003, Phil Homewood wrote:
> Yes. 5.6.1 bad. Doesn't like non-western character sets. 5.8.x good.

OK. Just for the records and for future reference of other users:
1) Recompiled perl to 5.8.0
2) Recompiled mod_perl, mod_ssl, apache (used
http://www.delouw.ch/linux/Apache-Compile-HOWTO/html/index.html as a
guide);
3) Downloaded a bunch of modules from CPAN;
4) Rebuilt RT (used RT 3.0.5pre3);
5) Restarted webserver

and voil?! My RT now supports international characters!

Thanks for everybody who helped me.

Now running:
RedHat 7.3, Perl 5.8.0, Apache/1.3.28 (Unix) PHP/4.3.1 mod_gzip/1.3.26.1a
mod_perl/1.28 mod_ssl/2.8.15 on a Duron 1GHz w/ 512mb memory



From iqbala at qwestip.net  Thu Aug 28 02:42:18 2003
From: iqbala at qwestip.net (Asif Iqbal)
Date: Thu, 28 Aug 2003 02:42:18 -0400 (EDT)
Subject: [rt-users] httpd's are more than 10%
In-Reply-To: <012b01c36cdc$446f0fc0$4a01a8c0@OMNIBOOK>
Message-ID: <Pine.GSO.4.30L2.0308280238550.1413-100000@qmail>

I am using my-huge.cnf and using these three parameters from your conf for the
[mysqld] section. It did not help.

max_allowed_packet = 16M
query_cache_type=1
log-bin



On Wed, 27 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:

> This is my my.cnf (copy from my-large.cnf), hope it helps you, a quick check
> shows some differences:
>
> # Example mysql config file for large systems.
> #
> # This is for large system with memory = 512M where the system runs mainly
> # MySQL.
> #
> # You can copy this file to
> # /etc/my.cnf to set global options,
> # mysql-data-dir/my.cnf to set server-specific options (in this
> # installation this directory is /usr/local/mysql/var) or
> # ~/.my.cnf to set user-specific options.
> #
> # One can in this file use all long options that the program supports.
> # If you want to know which options a program support, run the program
> # with --help option.
>
> # The following options will be passed to all MySQL clients
> [client]
> #password       = your_password
> port            = 3306
> socket          = /tmp/mysql.sock
>
> # Here follows entries for some specific programs
>
> # The MySQL server
> [mysqld]
> port            = 3306
> socket          = /tmp/mysql.sock
> skip-locking
> key_buffer = 256M
> max_allowed_packet = 16M
> table_cache = 256
> sort_buffer_size = 1M
> read_buffer_size = 1M
> myisam_sort_buffer_size = 64M
> thread_cache = 8
> query_cache_size= 16M
> query_cache_type=1
> # Try number of CPU's*2 for thread_concurrency
> thread_concurrency = 8
>
> # Don't listen on a TCP/IP port at all. This can be a security enhancement,
> # if all processes that need to connect to mysqld run on the same host.
> # All interaction with mysqld must be made via Unix sockets or named pipes.
> # Note that using this option without enabling named pipes on Windows
> # (via the "enable-named-pipe" option) will render mysqld useless!
> #
> #skip-networking
>
> # Replication Master Server (default)
> # binary logging is required for replication
> log-bin
>
> # required unique id between 1 and 2^32 - 1
> # defaults to 1 if master-host is not set
> # but will not function as a master if omitted
> #server-id       = 2
> #
> # The replication master for this slave - required
> #master-host     =   <hostname>
> #
> # The username the slave will use for authentication when connecting
> # to the master - required
> #master-user     =   <username>
> #
> # The password the slave will authenticate with when connecting to
> # the master - required
> #master-password =   <password>
> #
> # The port the master is listening on.
> # optional - defaults to 3306
> #master-port     =  <port>
> #
> # binary logging - not required for slaves, but recommended
> #log-bin
>
> # Point the following paths to different dedicated disks
> #tmpdir         = /tmp/
> #log-update     = /path-to-dedicated-directory/hostname
>
> # Uncomment the following if you are using BDB tables
> #bdb_cache_size = 64M
> #bdb_max_lock = 100000
>
> # Uncomment the following if you are using InnoDB tables
> #innodb_data_home_dir = /usr/local/mysql/var/
> #innodb_data_file_path = ibdata1:10M:autoextend
> #innodb_log_group_home_dir = /usr/local/mysql/var/
> #innodb_log_arch_dir = /usr/local/mysql/var/
> # You can set .._buffer_pool_size up to 50 - 80 %
> # of RAM but beware of setting memory usage too high
> innodb_buffer_pool_size = 256M
> innodb_additional_mem_pool_size = 20M
> # Set .._log_file_size to 25 % of buffer pool size
> #innodb_log_file_size = 64M
> #innodb_log_buffer_size = 8M
> #innodb_flush_log_at_trx_commit = 1
> #innodb_lock_wait_timeout = 50
>
> [mysqldump]
> quick
> max_allowed_packet = 16M
>
> [mysql]
> no-auto-rehash
> # Remove the next comment character if you are not familiar with SQL
> #safe-updates
>
> [isamchk]
> key_buffer = 128M
> sort_buffer_size = 128M
> read_buffer = 2M
> write_buffer = 2M
>
> [myisamchk]
> key_buffer = 128M
> sort_buffer_size = 128M
> read_buffer = 2M
> write_buffer = 2M
>
> [mysqlhotcopy]
> interactive-timeout
>
>
> <== cut here ==>
>
> A.
>
> -----Original Message-----
> From: Asif Iqbal [mailto:iqbala at qwestip.net]
> Sent: Wednesday, August 27, 2003 5:46 PM
> To: Ale? Su?nik
> Cc: rt-users at lists.fsck.com
> Subject: RE: [rt-users] httpd's are more than 10%
>
>
>
> My RT3 is still slow afetr upgrading it from 3.04. to 3.0.5pre3. This is how
> my
> cnf file looks like
>
> [client]
> port            = 3306
> socket          = /tmp/mysql.sock
>
> [mysqld]
> port            = 3306
> socket          = /tmp/mysql.sock
> skip-locking
> key_buffer = 384M
> max_allowed_packet = 1M
> table_cache = 512
> sort_buffer_size = 2M
> read_buffer_size = 2M
> myisam_sort_buffer_size = 64M
> thread_cache = 8
> query_cache_size = 32M
> thread_concurrency = 8
>
> server-id       = 1
>
> innodb_data_home_dir = /usr/local/mysql/data/
> innodb_data_file_path = ibdata1:1882M;ibdata2:10M:autoextend
> innodb_log_group_home_dir = /usr/local/mysql/data/
> innodb_log_arch_dir = /usr/local/mysql/data/
> innodb_buffer_pool_size = 384M
> innodb_additional_mem_pool_size = 20M
> innodb_log_file_size = 100M
> innodb_log_buffer_size = 8M
> innodb_flush_log_at_trx_commit = 1
> innodb_lock_wait_timeout = 50
>
> [mysqldump]
> quick
> max_allowed_packet = 16M
>
> [mysql]
> no-auto-rehash
>
> [isamchk]
> key_buffer = 256M
> sort_buffer_size = 256M
> read_buffer = 2M
> write_buffer = 2M
>
> [myisamchk]
> key_buffer = 256M
> sort_buffer_size = 256M
> read_buffer = 2M
> write_buffer = 2M
>
> [mysqlhotcopy]
> interactive-timeout
>
> I have only InnoDB and MyISAM tables as part of the default setup
>
> Any suggestion for improvement now ?
>
> Thanks a lot
>
> On Sun, 24 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:
>
> > Try optimizing your mysql (there's plenty of info about that on the web).
> > You said you've got 4gb of RAM, use it well...
> >
> > A.
> >
> > -----Original Message-----
> > From: Asif Iqbal [mailto:iqbala at qwestip.net]
> > Sent: Saturday, August 23, 2003 11:55 PM
> > To: Ale? Su?nik
> > Cc: rt-users at lists.fsck.com
> > Subject: RE: [rt-users] httpd's are more than 10%
> >
> >
> > On Thu, 21 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:
> >
> > > Try to go with my-large.cnf, the amount of RAM you've got is plenty for
> > > my-large.
> > >
> > > And yes try 3.0.5pre3.
> > >
> > > A.
> >
> > using my-large instead of my-medium and upgraded from RT-3-0-4 to
> > RT-3-0-5pre3
> > and now the same ticket takes 9.5 sec to retrieve instead of 58 secs
> >
> > Now I am not sure if I need to be concerned about the httpds that are
> > *still* over 10%
> >
> > Thanks for all the help
> > >
> > > -----Original Message-----
> > > From: Asif Iqbal [mailto:iqbala at qwestip.net]
> > > Sent: Thursday, August 21, 2003 4:46 PM
> > > To: Ale? Su?nik
> > > Subject: RE: [rt-users] httpd's are more than 10%
> > >
> > >
> > > On Thu, 21 Aug 2003, [iso-8859-2] Ale? Su?nik wrote:
> > >
> > > > HW configuration?
> > >
> > > Soalris 420R, 4x450 Mhz/4 GB Ram
> > >
> > > > mysql config?
> > >
> > > my-medium.cnf
> > >
> > > > Tried 3.0.5pre3?
> > >
> > > No, should I ?
> > >
> > > >
> > > > A.
> > > >
> > > > -----Original Message-----
> > > > From: rt-users-admin at lists.fsck.com
> > [mailto:rt-users-admin at lists.fsck.com]
> > > > On Behalf Of Asif Iqbal
> > > > Sent: Thursday, August 21, 2003 3:58 PM
> > > > To: rt-users at lists.fsck.com
> > > > Cc: rt-devel at lists.fsck.com
> > > > Subject: [rt-users] httpd's are more than 10%
> > > >
> > > >
> > > > I am using RT-3-0-4/Mysql4.0.13/Apache 1.3.27+mod_perl1/Perl 5.8
> > > >
> > > > I noticed three out of 10 of my httpd sessions are taking more than
> 10%
> > of
> > > > CPU
> > > > and they are excruciatingly slow. Not sure if we need to switch to a
> > > > different
> > > > product at this time. I really had very good experience with RT2 and
> not
> > > > with
> > > > RT3. I followed the instruction while upgrading to RT3.
> > > >
> > > > Someone else experiencing the same way ?
> > > >
> > > > Sorry I needed to vent out :-(
> > > >
> > > > Thanks
> > > >
> > > >
> > >
> > >
> >
> >
>
>

-- 
Asif Iqbal
http://pgpkeys.mit.edu:11371/pks/lookup?op=get&search=0x8B686E08
There's no place like 127.0.0.1



From mwatson at netspace.net.au  Thu Aug 28 02:53:15 2003
From: mwatson at netspace.net.au (Matthew Watson)
Date: Thu, 28 Aug 2003 16:53:15 +1000
Subject: [rt-users] problems running rt2 to rt3 script
Message-ID: <282236424.1062089595@dusk>

Heya.

 I'm currently messing with converting some tickets over to rt3,
i've successfully converted all my groups/users/etc.. now trying for the 
tickets (I didn't export the tickets originally).

 When I run it, this is what I get
rt3# perl rt-2.0-to-dumpfile /db/dump2 since 2003-08-25
Killed
rt3#

What does this mean? There isn't anyone else on the machine that would be 
killing the processes (and it gives a different message if you kill the 
process anyway).

Is this because of me not exporting the tickets in the first place?

Thanks.
Matt Watson.



From to_x at gmx.de  Thu Aug 28 07:53:47 2003
From: to_x at gmx.de (Torsten Olschewski)
Date: Thu, 28 Aug 2003 13:53:47 +0200
Subject: [rt-users] critical bug rt-3-0-5pre4: silently ignoring incoming
 mail
In-Reply-To: <2147483647.1061894915@[10.0.255.35]>
References: <2147483647.1061894915@[10.0.255.35]>
Message-ID: <3F4DED4B.2060106@gmx.de>

Hi,

> after installing rt-3-0-5pre4 the system silently ignored all incoming 
> mail, reverting to pre3 (same config) fixed it.

after upgrading from rt-3-0-5pre3 to pre4 i don't have such problems.
Up to now no mail is missing on my test-system.

rt-3-0-5pre4 (upgraded from pre3)
SuSE 8.2
Apache 1.3.27
modperl1
mysql 4.0.13,


Greetings
Torsten



From ajk at iu.edu  Thu Aug 28 08:35:49 2003
From: ajk at iu.edu (Andrew J. Korty)
Date: Thu, 28 Aug 2003 07:35:49 -0500
Subject: [rt-users] Re: Poor performance in upgrade from RT2 to RT3
References: <Pine.OSF.4.33.0308262244370.115961-100000@odin.cair.du.edu>
Message-ID: <87wucy0xju.fsf@rikers.itso.iu.edu>

Carl Gibbons <cgibbons at du.edu> writes:

> Logging into the RT2 system and clicking on "Home" to display the
> "25 highest priority tickets I own" takes a fraction of a second.
>
> Logging into the RT3 system and clicking on "Home" to display the
> "10 highest priority tickets I own" takes about 50 seconds.

I have the same problem only slightly worse.  Looks like the offending
query is

    SELECT DISTINCT main.* FROM ((((Tickets main JOIN Groups as
    Groups_1 ON ( main.id = Groups_1.Instance)) JOIN Principals as
    Principals_2 ON ( Groups_1.id = Principals_2.ObjectId)) JOIN
    CachedGroupMembers as CachedGroupMembers_3 ON ( Principals_2.id =
    CachedGroupMembers_3.GroupId)) JOIN Users as Users_4 ON (
    CachedGroupMembers_3.MemberId = Users_4.id)) WHERE
    ((main.EffectiveId = main.id)) AND ((main.Type = 'ticket')) AND (
    ( ( (lower(Users_4.EmailAddress) =
    'w2kadmin at exchange.indiana.edu')AND(Groups_1.Domain =
    'RT::Ticket-Role')AND(Groups_1.Type =
    'Requestor')AND(Principals_2.PrincipalType = 'Group') ) ) AND (
    (main.Status = 'new')OR(main.Status = 'open') ) ) ORDER BY
    main.Priority DESC LIMIT 10

A similar query is done when displaying an individual ticket so it can
generate the list of ten most interesting tickets by the same
originator.

EXPLAIN ANALYZE gives me the attached query plan.  The only way I
could avoid the sequential scan (apart from disabling them altogether)
was to create the very specific index

    CREATE INDEX groups_domain_role_type_requestor ON groups (domain, type)
    WHERE domain = 'RT::Ticket-Role' AND type = 'Requestor';

That index reduces the duration of the query from 75 to 50 seconds for
me.  Still not good enough, but it helps.  I couldn't get the query
planner to use a full index on (domain, type) or even simple indexes
on (domain) and (type).  Not sure why.

I've tried other permutations of indexes but haven't found one that
contributes more than 1%.

-- 
Andrew J. Korty, Principal Security Engineer, GCIA, GCFA
Office of the Vice President for Information Technology
Indiana University
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From ben at oculan.com  Thu Aug 28 09:50:56 2003
From: ben at oculan.com (Benjamin Reed)
Date: Thu, 28 Aug 2003 09:50:56 -0400
Subject: [rt-users] rt 3.0.5 is nice (Was Re: critical bug rt-3-0-5pre4)
In-Reply-To: <002f01c36d03$198ee330$3601a8c0@morenetus4psa7>
References: <002f01c36d03$198ee330$3601a8c0@morenetus4psa7>
Message-ID: <3F4E08C0.1070808@oculan.com>

Gordon Smith wrote:
> Cheers Jesse,
> 
> Its easy enough to get around - helpdesk shouldn't be deleting unless
> its spam. They were being a bit lazy there....
> 
> Overall, we're really impressed with this build. Speed is comparable to
> 2.x, and the features are great. 

I'll second that.  I spent a week fighting with redhat 9 to get the 
thing to work, and it turns out there's all kinds of crazy system stuff 
you need to do to make things happy, and I just didn't feel comfortable 
doing it on a production machine.

Instead, I installed debian on the system a few days ago, grabbed the 
request-tracker3 source package, applied it to our internal vendor 
branch (which has our configuration changes and cosmetic changes already 
set up) and built a deb and had 3.0.5 up and running and cut over from 
the old system last evening.

The new setup is running very smoothly and just as fast, if not faster, 
than the previous rt2 installation.

Thanks for a great tool, Jesse!




From Samuel.Senoner at eurac.edu  Thu Aug 28 12:42:04 2003
From: Samuel.Senoner at eurac.edu (Senoner Samuel)
Date: Thu, 28 Aug 2003 18:42:04 +0200
Subject: [rt-users] FW: [rt-devel] rt-crontool problems
Message-ID: <8ABC35686C73554691F3481C4023BE5E933025@abz01be.eurac.edu>

System: RT 3.0.4
Again this question, was someone of you able to set up rt-crontool to
send mails?

In my opinion there is tis problem with transactionobj.


-----Original Message-----
From: Senoner Samuel 
Sent: Monday,14 July,2003 10:13
To: Stephen Quinney; rt-devel at lists.fsck.com

I found in the log that SendEmail needs a Transactionobj and that
rt-crontool hasn't such an object defined, and it isn't in the search
module.
So rt-crontool does not send e-mail notification.
Do someone has a solution for sending mails throught rt-crontool in
RT3??
Also some search improvements could be interestings like, untaken in
hours or overdue by hours.

Thanks.

Samuel Senoner

-----Original Message-----
From: Stephen Quinney
[mailto:stephen.quinney at computing-services.oxford.ac.uk]
Sent: Wednesday,25 June,2003 13:07
To: rt-devel at lists.fsck.com
Subject: [rt-devel] rt-crontool problems


I'm hoping someone can help me here. I am trying to learn how to use
rt-crontool, I have written my own very basic Search and Condition
modules and tried to use the RT::Action::SendEmail module. I am using it
as follows:

rt-crontool --search RT::Search::StatusMatches --search-arg resolved \
--condition RT::Condition::ThisWeek --action RT::Action::SendEmail   \
--template-id 13 --verbose

The error I get is:

[Wed Jun 25 10:48:01 2003] [error]: error:    unexpected end of header

 (/usr/share/perl5/RT/Template_Overlay.pm:345)

for every ticket that matches my criteria. 

This error seems to be coming from the line:

    $self->{'MIMEObj'} = eval { $parser->parse_data($content) };

Am I setting up the template incorrectly or is this a bug of some sort?
I am using rt3.0.3 with MIME-tools 5.411. 

Thanks in advance,

Stephen Quinney



Here's the various modules and the template I've written:

##############

The template (id number 13):

Name: notify_me
Description: notify me of resolved tickets
Content: some content could be here

##############

package RT::Condition::ThisWeek;
use strict;
use warnings;

require RT::Condition::Generic;
use vars qw/@ISA/;
@ISA = qw(RT::Condition::Generic);

# currently this does not do anything except return true

sub IsApplicable {
    return(1);
}

1;

##############

package RT::Search::StatusMatches;
use strict;
use warnings;

use base qw(RT::Search::Generic);

sub Describe  {
  my $self = shift;
  return ($self->loc("No description for [_1]", ref $self));
}

sub Prepare  {
  my $self = shift;

  $self->TicketsObj->LimitStatus(VALUE => $self->Argument) if
$self->Argument;

  return(1);
}

1;

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




From sean.perry at intransa.com  Thu Aug 28 12:54:54 2003
From: sean.perry at intransa.com (Sean Perry)
Date: Thu, 28 Aug 2003 09:54:54 -0700
Subject: [rt-users] not notifying cc's
Message-ID: <3F4E33DE.8050004@intransa.com>

I am running rt 3.0.4 and watchers listed as cc's are not getting cc'ed 
on replys or resolves.  If I look in the rt.log I see it running the "On 
Correspond" Scrip with the "Notify Requestors" action (after doing some 
SQL digging) but the cc and bcc entries are blank.

Mail is functioning otherwise.  I am at a loss for where to start debugging.

It would be nice if the log said something like '"On Correspond" 
condition running "Notify Requestors"' rather than having to run a few 
select statements to find out what happened.  There was an ominous "no 
recipients" message but that turned out to be a red herring.




From jim.rowan at starcore-dsp.com  Thu Aug 28 13:11:37 2003
From: jim.rowan at starcore-dsp.com (Jim Rowan)
Date: Thu, 28 Aug 2003 12:11:37 -0500
Subject: [rt-users] not notifying cc's
Message-ID: <FA5264FF6C742D42B309ED672B5E7E1E399781@ausexm1>

>There was an ominous "no 
>recipients" message but that turned out to be a red herring.

"no recipients" means that it has made a judgement that nobody should
receive the particular mail in question.  It's an indicator of the exact
problem that you are trying to solve, and it is telling you that it
thinks it is doing the right thing. :)


You are aware that if the actor (doing the resolve/reply through the
web) is the same as one of the cc's, that he will not normally be sent
that email, right?






From sean.perry at intransa.com  Thu Aug 28 13:27:17 2003
From: sean.perry at intransa.com (Sean Perry)
Date: Thu, 28 Aug 2003 10:27:17 -0700
Subject: [rt-users] not notifying cc's
In-Reply-To: <FA5264FF6C742D42B309ED672B5E7E1E399781@ausexm1>
References: <FA5264FF6C742D42B309ED672B5E7E1E399781@ausexm1>
Message-ID: <3F4E3B75.4040001@intransa.com>

Jim Rowan wrote:

>>There was an ominous "no 
>>recipients" message but that turned out to be a red herring.
> 
> 
> "no recipients" means that it has made a judgement that nobody should
> receive the particular mail in question.  It's an indicator of the exact
> problem that you are trying to solve, and it is telling you that it
> thinks it is doing the right thing. :)
> 

This message is what prompted my request for my info in the logs.  The 
message came from Scrip 6 (how useful).  I then did:

select * from Scrips where id = 6;
hmm, looks like Condition 3 and Action 12 (after looking at the column 
definitions and what tables were defined).
select * from ScripConditions where id = 3;
select * from ScripActions where id = 12;
ok, so Condition is On Correspond and action is "Notify Other 
Recipients".  I take that to mean people placed in the CC blank on the 
reply/comment page and not watchers.  So this Scrip does not seem to 
apply to the problem.  Right?

> 
> You are aware that if the actor (doing the resolve/reply through the
> web) is the same as one of the cc's, that he will not normally be sent
> that email, right?
> 

Yes, I explicitly set $NotifyActor to 1 in SiteConfig because most of 
the staff want the emails.  Sorry, should have mentioned that.




From checkpoint at ozbergs.com  Thu Aug 28 14:21:36 2003
From: checkpoint at ozbergs.com (Stevo)
Date: Thu, 28 Aug 2003 11:21:36 -0700
Subject: [rt-users] Upgrading RT from v2.0.15 to v3.0.4
Message-ID: <02ca01c36d91$38101750$0a02010a@renditionnetworks.com>

Does anyone have any steps on how to perform this upgrade??  I don't want to
lose any data so if there's a step by step process available I'd really like
to see it.

Or does anyone have any war stories about the upgrade that they'd like to
share so I don't encounter the same problems??

Thanks

Stevo




From alesh at sportina.si  Thu Aug 28 14:37:05 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Thu, 28 Aug 2003 20:37:05 +0200
Subject: [rt-users] Upgrading RT from v2.0.15 to v3.0.4
In-Reply-To: <02ca01c36d91$38101750$0a02010a@renditionnetworks.com>
Message-ID: <022201c36d93$64c5f1a0$4a01a8c0@OMNIBOOK>

Stevo,

there is a rt2-to-rt3 tool available (www.fsck.com), which exports all the
data from RT2, and then imports it into RT3.
This is a 2 way step, which can take a long time to complete!
Download the rt3 package and read the README file carefuly. 
RT3's requirements is something which is worth reading.

Also depending on your system (users and tickets) I recommend you first try
to install RT3 on a non-production server.

Also, go with 3.0.5pre3 not 3.04 because 3.0.5pre3 (not pre4, because it has
some issues that still need to be resolved) has some speed issues resolved!

Regards,
Ale?

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Stevo
Sent: Thursday, August 28, 2003 8:22 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Upgrading RT from v2.0.15 to v3.0.4


Does anyone have any steps on how to perform this upgrade??  I don't want to
lose any data so if there's a step by step process available I'd really like
to see it.

Or does anyone have any war stories about the upgrade that they'd like to
share so I don't encounter the same problems??

Thanks

Stevo


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

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




From alesh at sportina.si  Thu Aug 28 14:44:21 2003
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Thu, 28 Aug 2003 20:44:21 +0200
Subject: [rt-users] Upgrading RT from v2.0.15 to v3.0.4
In-Reply-To: <02de01c36d93$c2698060$0a02010a@renditionnetworks.com>
Message-ID: <022801c36d94$66e49670$4a01a8c0@OMNIBOOK>

Welcome.

A.

-----Original Message-----
From: Stevo [mailto:checkpoint at ozbergs.com] 
Sent: Thursday, August 28, 2003 8:40 PM
To: Ale? Su?nik
Subject: Re: [rt-users] Upgrading RT from v2.0.15 to v3.0.4


Thanks Ales - just what I was looking for!

----- Original Message -----
From: "Ale? Su?nik" <alesh at sportina.si>
To: "'Stevo'" <checkpoint at ozbergs.com>; <rt-users at lists.fsck.com>
Sent: Thursday, August 28, 2003 11:37 AM
Subject: RE: [rt-users] Upgrading RT from v2.0.15 to v3.0.4


Stevo,

there is a rt2-to-rt3 tool available (www.fsck.com), which exports all the
data from RT2, and then imports it into RT3.
This is a 2 way step, which can take a long time to complete!
Download the rt3 package and read the README file carefuly.
RT3's requirements is something which is worth reading.

Also depending on your system (users and tickets) I recommend you first try
to install RT3 on a non-production server.

Also, go with 3.0.5pre3 not 3.04 because 3.0.5pre3 (not pre4, because it has
some issues that still need to be resolved) has some speed issues resolved!

Regards,
Ale?

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Stevo
Sent: Thursday, August 28, 2003 8:22 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Upgrading RT from v2.0.15 to v3.0.4


Does anyone have any steps on how to perform this upgrade??  I don't want to
lose any data so if there's a step by step process available I'd really like
to see it.

Or does anyone have any war stories about the upgrade that they'd like to
share so I don't encounter the same problems??

Thanks

Stevo


_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 checkpoint at ozbergs.com  Thu Aug 28 17:14:21 2003
From: checkpoint at ozbergs.com (Stevo)
Date: Thu, 28 Aug 2003 14:14:21 -0700
Subject: [rt-users] Upgrading RT from v2.0.15 to v3.0.4
References: <022801c36d94$66e49670$4a01a8c0@OMNIBOOK>
Message-ID: <036001c36da9$59f8bd00$0a02010a@renditionnetworks.com>

You know I can't find that tool anywhere - I even checked the contrib
site... but there's so much in there...  does anyone have a pointer to that
file for me?

--Steve

----- Original Message -----
From: "Ale? Su?nik" <alesh at sportina.si>
To: "'Stevo'" <checkpoint at ozbergs.com>
Cc: <rt-users at lists.fsck.com>
Sent: Thursday, August 28, 2003 11:44 AM
Subject: RE: [rt-users] Upgrading RT from v2.0.15 to v3.0.4


Welcome.

A.

-----Original Message-----
From: Stevo [mailto:checkpoint at ozbergs.com]
Sent: Thursday, August 28, 2003 8:40 PM
To: Ale? Su?nik
Subject: Re: [rt-users] Upgrading RT from v2.0.15 to v3.0.4


Thanks Ales - just what I was looking for!

----- Original Message -----
From: "Ale? Su?nik" <alesh at sportina.si>
To: "'Stevo'" <checkpoint at ozbergs.com>; <rt-users at lists.fsck.com>
Sent: Thursday, August 28, 2003 11:37 AM
Subject: RE: [rt-users] Upgrading RT from v2.0.15 to v3.0.4


Stevo,

there is a rt2-to-rt3 tool available (www.fsck.com), which exports all the
data from RT2, and then imports it into RT3.
This is a 2 way step, which can take a long time to complete!
Download the rt3 package and read the README file carefuly.
RT3's requirements is something which is worth reading.

Also depending on your system (users and tickets) I recommend you first try
to install RT3 on a non-production server.

Also, go with 3.0.5pre3 not 3.04 because 3.0.5pre3 (not pre4, because it has
some issues that still need to be resolved) has some speed issues resolved!

Regards,
Ale?

-----Original Message-----
From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
On Behalf Of Stevo
Sent: Thursday, August 28, 2003 8:22 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Upgrading RT from v2.0.15 to v3.0.4


Does anyone have any steps on how to perform this upgrade??  I don't want to
lose any data so if there's a step by step process available I'd really like
to see it.

Or does anyone have any war stories about the upgrade that they'd like to
share so I don't encounter the same problems??

Thanks

Stevo


_______________________________________________
rt-users mailing list
rt-users at lists.fsck.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 Aug 28 17:17:43 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 28 Aug 2003 17:17:43 -0400
Subject: [rt-users] Upgrading RT from v2.0.15 to v3.0.4
In-Reply-To: <036001c36da9$59f8bd00$0a02010a@renditionnetworks.com>
References: <022801c36d94$66e49670$4a01a8c0@OMNIBOOK> <036001c36da9$59f8bd00$0a02010a@renditionnetworks.com>
Message-ID: <20030828211743.GB24630@fsck.com>



On Thu, Aug 28, 2003 at 02:14:21PM -0700, Stevo wrote:
> You know I can't find that tool anywhere - I even checked the contrib
> site... but there's so much in there...  does anyone have a pointer to that
> file for me?

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

> --Steve
> 


From checkpoint at ozbergs.com  Thu Aug 28 17:47:08 2003
From: checkpoint at ozbergs.com (Stevo)
Date: Thu, 28 Aug 2003 14:47:08 -0700
Subject: [rt-users] Multiple RT3 Instances on 1 box??
Message-ID: <039501c36dad$ee72b310$0a02010a@renditionnetworks.com>

Hey Gurus,

Another quick question!  Is it possible to run multiple instances of RT3 on
the same server??  Has anyone done this before??  I want to do it using
Virtual Host in Apache - seems like it would be possible!

Thanks

Stevo




From jesse at bestpractical.com  Thu Aug 28 17:59:41 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 28 Aug 2003 17:59:41 -0400
Subject: [rt-users] Multiple RT3 Instances on 1 box??
In-Reply-To: <039501c36dad$ee72b310$0a02010a@renditionnetworks.com>
References: <039501c36dad$ee72b310$0a02010a@renditionnetworks.com>
Message-ID: <20030828215941.GD24630@fsck.com>

I run about 8 RT instances on one box. I use a combination of running
some instances with fastcgi and some on "private" apache instances and
use mod_proxy to pass requests to the private apache.

mod_perl and virtual hosts don't play well enough together for the setup
you suggest to work with mod_perl, but it will be fine with fastcgi.

	-j


On Thu, Aug 28, 2003 at 02:47:08PM -0700, Stevo wrote:
> Hey Gurus,
> 
> Another quick question!  Is it possible to run multiple instances of RT3 on
> the same server??  Has anyone done this before??  I want to do it using
> Virtual Host in Apache - seems like it would be possible!
> 
> Thanks
> 
> Stevo
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 alex at rnp.br  Thu Aug 28 18:05:07 2003
From: alex at rnp.br (Alex Soares de Moura)
Date: Thu, 28 Aug 2003 19:05:07 -0300
Subject: [rt-users] Upgrading RT from v2.0.15 to v3.0.4
References: <022801c36d94$66e49670$4a01a8c0@OMNIBOOK> <036001c36da9$59f8bd00$0a02010a@renditionnetworks.com>
Message-ID: <032f01c36db0$718aa850$0d3f11c8@ncrj.rnp.br>

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


----- Original Message ----- 
From: "Stevo" <checkpoint at ozbergs.com>
To: "Ale? Su?nik" <alesh at sportina.si>
Cc: <rt-users at lists.fsck.com>
Sent: Thursday, August 28, 2003 6:14 PM
Subject: Re: [rt-users] Upgrading RT from v2.0.15 to v3.0.4


> You know I can't find that tool anywhere - I even checked the contrib
> site... but there's so much in there...  does anyone have a pointer to
that
> file for me?
>
> --Steve
>
> ----- Original Message -----
> From: "Ale? Su?nik" <alesh at sportina.si>
> To: "'Stevo'" <checkpoint at ozbergs.com>
> Cc: <rt-users at lists.fsck.com>
> Sent: Thursday, August 28, 2003 11:44 AM
> Subject: RE: [rt-users] Upgrading RT from v2.0.15 to v3.0.4
>
>
> Welcome.
>
> A.
>
> -----Original Message-----
> From: Stevo [mailto:checkpoint at ozbergs.com]
> Sent: Thursday, August 28, 2003 8:40 PM
> To: Ale? Su?nik
> Subject: Re: [rt-users] Upgrading RT from v2.0.15 to v3.0.4
>
>
> Thanks Ales - just what I was looking for!
>
> ----- Original Message -----
> From: "Ale? Su?nik" <alesh at sportina.si>
> To: "'Stevo'" <checkpoint at ozbergs.com>; <rt-users at lists.fsck.com>
> Sent: Thursday, August 28, 2003 11:37 AM
> Subject: RE: [rt-users] Upgrading RT from v2.0.15 to v3.0.4
>
>
> Stevo,
>
> there is a rt2-to-rt3 tool available (www.fsck.com), which exports all the
> data from RT2, and then imports it into RT3.
> This is a 2 way step, which can take a long time to complete!
> Download the rt3 package and read the README file carefuly.
> RT3's requirements is something which is worth reading.
>
> Also depending on your system (users and tickets) I recommend you first
try
> to install RT3 on a non-production server.
>
> Also, go with 3.0.5pre3 not 3.04 because 3.0.5pre3 (not pre4, because it
has
> some issues that still need to be resolved) has some speed issues
resolved!
>
> Regards,
> Ale?
>
> -----Original Message-----
> From: rt-users-admin at lists.fsck.com [mailto:rt-users-admin at lists.fsck.com]
> On Behalf Of Stevo
> Sent: Thursday, August 28, 2003 8:22 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Upgrading RT from v2.0.15 to v3.0.4
>
>
> Does anyone have any steps on how to perform this upgrade??  I don't want
to
> lose any data so if there's a step by step process available I'd really
like
> to see it.
>
> Or does anyone have any war stories about the upgrade that they'd like to
> share so I don't encounter the same problems??
>
> Thanks
>
> Stevo
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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 lizst at va.com.au  Thu Aug 28 23:11:44 2003
From: lizst at va.com.au (Jesse Reynolds)
Date: Fri, 29 Aug 2003 13:11:44 +1000
Subject: [rt-users] lost emails! misconfiguration didn't cause
 bounces...
In-Reply-To: <a06001a1bbb7307765ef3@[10.0.1.30]>
References: <a06001a1bbb7307765ef3@[10.0.1.30]>
Message-ID: <a06001a25bb7474a6dba7@[129.94.41.148]>

I forgot to mention the version of Request Tracker, so:

RT 2.0.15

Thankyou

Jesse


At 11:18 +1000 28/8/2003, Jesse Reynolds wrote:
>Hi
>
>I stupidly altered the name of a queue, because I did not understand 
>that this was the way the email found it's way into the queue. So 
>for the past little while emails sent to our support queue have been 
>silently deleted!
>
>I would have expected the messages to have been bounced. I am trying 
>to understand why they weren't bounced.
>
>We're using qmail on freebsd. The mechanism for delivery to RT is 
>via the file /var/qmail/alias/.qmail-support which contains the 
>following command:
>
>|/var/qmail/bin/preline /usr/local/rt2/bin/rt-mailgate --queue 
>support --action correspond
>
>The qmail log at /var/log/maillog contains the following lines for 
>each delivery attempt:
>
>
>Aug 28 08:42:57 cabernet qmail: 1062025977.616597 new msg 476188
>Aug 28 08:42:57 cabernet qmail: 1062025977.616989 info msg 476188: 
>bytes 1012 from <jesse at va.com.au> qp 32496 uid 82
>Aug 28 08:42:57 cabernet qmail: 1062025977.620988 starting delivery 
>4202: msg 476188 to local rt-support at requests.va.com.au
>Aug 28 08:42:57 cabernet qmail: 1062025977.621542 status: local 1/10 
>remote 0/20
>Aug 28 08:42:58 cabernet qmail: 1062025978.117793 delivery 4202: 
>success: 
>RT_couldn't_find_the_queue:_supportqmail-inject:_fatal:_unable_to_parse_this_line:/From:_RT::CorrespondAddress.not.set/No_permission_to_create_tickets_in_the_queue_''.qmail-inject:_fatal:_unable_to_parse_this_line:/From:_RT::CorrespondAddress.not.set/Create_failed:_0_/_0_/_No_permission_to_create_tickets_in_the_queue_''._did_0+0+1/
>Aug 28 08:42:58 cabernet qmail: 1062025978.118481 status: local 0/10 
>remote 0/20
>Aug 28 08:42:58 cabernet qmail: 1062025978.118519 end msg 476188
>
>My question is this: why does qmail think the message has been 
>delivered successfully, when it is clear that this is not the case?
>
>Thankyou
>
>Jesse
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.fsck.com
>http://lists.fsck.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm


-- 

   ::: Jesse Reynolds +61 (0)414 669 790 ::: AIM - jessedreynolds :::
   ::: Virtual Artists Pty Ltd, Adelaide ::: http://www.va.com.au :::


From fred.lecul at cba.com.au  Fri Aug 29 00:01:00 2003
From: fred.lecul at cba.com.au (Lecul, Fred)
Date: Fri, 29 Aug 2003 14:01:00 +1000
Subject: [rt-users] Please, urgently need help with Apache and RT3 - Permission denie d
 problem
Message-ID: <C37147635CECD611BA430002A5CDD38905DE4F7C@C205960S12>

Hi 

I cant seem to find the solution to my apache problem, I keep getting a
permission denied problem in the apache error log file and my page produces
a Cannot find Server - Internal Server Error.

The error log file displays: 
[Fri Aug 29 13:44:19 2003] [error] mkdir /etc/apache-perl/mason: Permission
denied at /usr/local/share/perl/5.6.1/HTML/Mason/Interp.pm line 171

Now this did work until I installed Coldfusion 6.1. My apache is running
under user www-data which hasn't changed Ive tried chowns on the rt3 files
and this did nothing.
Im totally lost and cant find the solution.
Im starting to not know what to do next, please help!

Heres my apache config for rt3

<Directory "/opt/rt3/share/html/">
AllowOverride None
Options ExecCGI
Order allow,deny
Allow from all
</Directory>

<Location "/opt/rt3/share/html">
order deny,allow
deny from all
allow from 10.0.0.0/255.0.0.0
allow from 127.0.0.0/255.0.0.0
Options Indexes FollowSymLinks MultiViews
SetHandler perl-script
PerlHandler RT::Mason
</Location>


regards
Fred


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From rspier at pobox.com  Fri Aug 29 00:59:59 2003
From: rspier at pobox.com (Robert Spier)
Date: Thu, 28 Aug 2003 21:59:59 -0700
Subject: [rt-users] problems running rt2 to rt3 script
In-Reply-To: <282236424.1062089595@dusk>
References: <282236424.1062089595@dusk>
Message-ID: <m31xv5qcs0.wl_rspier@pobox.com>

>  I'm currently messing with converting some tickets over to rt3,
> i've successfully converted all my groups/users/etc.. now trying for the 
> tickets (I didn't export the tickets originally).
> 
>  When I run it, this is what I get
> rt3# perl rt-2.0-to-dumpfile /db/dump2 since 2003-08-25
> Killed
> rt3#

This is likely an out of memory message.  Use top or ps to check.

If it is out of memory, you'll need to add more RAM and/or swap.

-R


From jesse at bestpractical.com  Fri Aug 29 01:07:14 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 29 Aug 2003 01:07:14 -0400
Subject: [rt-users] problems running rt2 to rt3 script
In-Reply-To: <m31xv5qcs0.wl_rspier@pobox.com>
References: <282236424.1062089595@dusk> <m31xv5qcs0.wl_rspier@pobox.com>
Message-ID: <20030829050714.GH24630@fsck.com>

On Thu, Aug 28, 2003 at 09:59:59PM -0700, Robert Spier wrote:
> >  I'm currently messing with converting some tickets over to rt3,
> > i've successfully converted all my groups/users/etc.. now trying for the 
> > tickets (I didn't export the tickets originally).
> > 
> >  When I run it, this is what I get
> > rt3# perl rt-2.0-to-dumpfile /db/dump2 since 2003-08-25
> > Killed
> > rt3#
> 
> This is likely an out of memory message.  Use top or ps to check.
> 
> If it is out of memory, you'll need to add more RAM and/or swap.

Or potentially adjust your shell's ulimit

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

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


From pdh at snapgear.com  Fri Aug 29 01:29:32 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 29 Aug 2003 15:29:32 +1000
Subject: [rt-users] not notifying cc's
In-Reply-To: <3F4E33DE.8050004@intransa.com>
References: <3F4E33DE.8050004@intransa.com>
Message-ID: <20030829052932.GM599@moreton.com.au>

Sean Perry wrote:
> I am running rt 3.0.4 and watchers listed as cc's are not getting cc'ed 
> on replys or resolves.  If I look in the rt.log I see it running the "On 
> Correspond" Scrip with the "Notify Requestors" action (after doing some 
> SQL digging) but the cc and bcc entries are blank.

It's doing what it's supposed to -- CCs aren't requestors, they're CCs.
Perhaps you want NotifyRequestorsAndCCs ?
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From torsten.fellhauer at sap.com  Fri Aug 29 03:36:14 2003
From: torsten.fellhauer at sap.com (Fellhauer, Torsten)
Date: Fri, 29 Aug 2003 09:36:14 +0200
Subject: [rt-users] Problem with RT3 and FastCGI
Message-ID: <1275A224C449D4119CE900508B6FF0B30AC37F17@dewdfx20.wdf.sap.corp>

Hi everybody,

I got a problem with RT 3.0.4 and Apache using FastCGI. Approx. once a day RT isn't working anymore and I get the error message below if I try to access RT.

Although the message states some MySQL or Permission Problems, the problem is Apache. After a restart of the Web Server everything is working again.

Any hints?

Torsten


Error message:
--------------

error:   	RT Couldn't write to session directory '/usr/local/rt3/var/session_data': DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.0/Apache/Session/Lock/MySQL.pm line 54.

Stack:
[/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Lock/MySQL.pm:54]
[/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Lock/MySQL.pm:60]
[/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:569]
[/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:497]
[/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:462]
[/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Lock/MySQL.pm:54]
[/usr/local/rt3/share/html/autohandler:51]
. Check that this dir ectory's permissions are correct. at /usr/local/rt3/share/html/Elements/SetupSessionCookie line 60.
context:  	
...  	
56:  	};
57:  	undef $cookies{'RT_SID'};
58:  	}
59:  	else {
60:  	die "RT Couldn't write to session directory '$RT::MasonSessionDir': $@. Check that this dir ectory's permissions are correct.";
61:  	}
62:  	}
63:  	
64:  	if ( !$cookies{'RT_SID'} ) {
...  	
code stack:  	/usr/local/rt3/share/html/Elements/SetupSessionCookie:60
/usr/local/rt3/share/html/autohandler:51



From mikep at uclink.berkeley.edu  Fri Aug 29 03:46:45 2003
From: mikep at uclink.berkeley.edu (Mike Patterson)
Date: Fri, 29 Aug 2003 00:46:45 -0700
Subject: [rt-users] Location instead of virtualhost
In-Reply-To: <20030825133504.21272.14640.Mailman@pallas.eruditorum.org>
References: <20030825133504.21272.14640.Mailman@pallas.eruditorum.org>
Message-ID: <3F4F04E5.80109@uclink.berkeley.edu>

I setup rt3.03 with a VirtualHost httpd.conf setup which is working fine.

However what I'd prefer to do is use an Alias and Location setup (e.g. 
access RT at http:\\my.host.name\rt3 instead of http:\\my.host.name) so 
my other non-rt content on this server can also be available.

I have working sample code of my httpd.conf from my current rt3 server 
and a previous rt2 server of mine below (that was using the 
Location/Alias combo the way I want it to work on my new server).

I haven't had much luck navigating the differences in my two setups to 
make locations work with RT.  Can someone please point out how to make 
my rt3.0.3 httpd.conf file work as a Location/Alias combo (e.g. 
http:\\my.host.name\rt3) instead?

My current 3.0.3, Apache2.x, Fastcgi httpd.conf setup (which I want to 
use location/alias combo instead)
---------------------------------
<VirtualHost my.ip.address>
         ServerName my.host.name
         DocumentRoot /opt/rt3/share/html
         AddDefaultCharset UTF-8
         LoadModule fastcgi_module modules/mod_fastcgi.so
         AddHandler fastcgi-script fcgi

         FastCgiServer /opt/rt3/bin/mason_handler.fcgi
         Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
         ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
</VirtualHost>
---------------------------------

A previous rt2.017 httpd.conf setup (Apache1.x, FreeBSD, modperl)
---------------------------------
###rt###
Alias /rt2 /opt/rt2/WebRT/html/
PerlRequire /opt/rt2/bin/webmux.pl
<Location /rt2>
   SetHandler perl-script
   PerlHandler RT::Mason
</Location>
<Directory "/opt/rt2/WebRT/html">
     Options FollowSymLinks
     AllowOverride All
</Directory>
###end rt###
-----------------------------------



From seph at directionless.org  Fri Aug 29 08:56:49 2003
From: seph at directionless.org (seph)
Date: Fri, 29 Aug 2003 08:56:49 -0400
Subject: [rt-users] Re: lost emails! misconfiguration didn't cause bounces...
In-Reply-To: <a06001a25bb7474a6dba7@[129.94.41.148]> (Jesse Reynolds's
 message of "Fri, 29 Aug 2003 13:11:44 +1000")
References: <a06001a1bbb7307765ef3@[10.0.1.30]>
	<a06001a25bb7474a6dba7@[129.94.41.148]>
Message-ID: <w52y8xcei5q.fsf@lame.message.id>

>> I would have expected the messages to have been bounced. I am trying
>> to understand why they weren't bounced.
>>
>> We're using qmail on freebsd. The mechanism for delivery to RT is
>> via the file /var/qmail/alias/.qmail-support which contains the
>> following command:
>>
>> |/var/qmail/bin/preline /usr/local/rt2/bin/rt-mailgate --queue
>> support --action correspond

poking very briefly, it looks like the rt2 rt-mailgate returns an exit
status of 0, despite the non-existant queue. This is probably a bug,
but I haven't dug down to see what's exiting.

Also, when I call rt-mailgate from the command line, and feed it bad
data, my rt admin mailing address get's the bounce. Did you check there?

seph


From Malek.Shabou at nic.fr  Fri Aug 29 09:46:51 2003
From: Malek.Shabou at nic.fr (Malek Shabou)
Date: Fri, 29 Aug 2003 15:46:51 +0200
Subject: [rt-users] rt3 on redhat 9
In-Reply-To: <001701c36be7$f5c965e0$55834f98@ad.cbst.ucdavis.edu>
References: <3F4B69E8.3070505@oculan.com> <001701c36be7$f5c965e0$55834f98@ad.cbst.ucdavis.edu>
Message-ID: <20030829134651.GA22773@fairuz.nic.Fr>

 Hi,
 i confirme, i have rebuild the RPMS of perl on a redhat 9, after i have
 aplied the patch. and now i have no more probleme with the storable


 Regards,


le 26 Aug, Nathan Affleck a ?crit :
> I applied the hv.c patch to the redhat-9-perl-5.8.0 rpm source, rebuilt
> it, and it's running smoothly.  I think that's the only real solution,
> unless Storable.pm gets "patched" for the perl bug, or you wait until
> 5.8.1 ??  Does this problem only occur on 5.8.0 and Redhat?  Why hasn't
> anyone else been complaining about other systems with 5.8.0?
> 
> http://groups.google.com/groups?hl=en&lr=&ie=UTF-8&oe=UTF-8&threadm=0570
> 01c35155%242f5622b0%249a06000a%40VinnyPavillion&rnum=10&prev=/groups%3Fh
> l%3Den%26lr%3D%26ie%3DUTF-8%26oe%3DUTF-8%26q%3Dstorable.pm%2B5.8.0
> 
> ..n8
> 
> -----Original Message-----
> From: rt-users-admin at lists.fsck.com
> [mailto:rt-users-admin at lists.fsck.com] On Behalf Of Benjamin Reed
> Sent: Tuesday, August 26, 2003 7:09 AM
> To: Malek Shabou
> Cc: rt-users at lists.fsck.com
> Subject: Re: [rt-users] rt3 on redhat 9
> 
> 
> Malek Shabou wrote:
> >  Hi,
> >  whait is exactly the Storeble probleme ? is it fatal ?
> 
> For me, at least, with the combination of apache2 + perl 5.8 + mod_perl2
> 
> + RT3 on RH9 exhibits random exceptions in Storable.xs.  It almost acts
> like a threading issue, since it doesn't happen all the time (if you 
> keep trying, eventually the page you want to get to works).
> 
> This makes sense if the NPTL threads that RH backported to their 2.4 
> kernels is confusing things, but I'm not certain that's the cause.
> 
> All I know is I've given up on having a stable RT system using the 
> default stuff that comes with RH9 or any newer variation from rawhide.
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.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

-- 
Malek Shabou				    E-mail: nic at nic.fr
AFNIC 				            Tel: +33 1 39 30 83 00
Immeuble international, 2 rue Stephenson    Fax: +33 1 39 30 83 01 
Saint-Quentin-En-Yvelines 78180 Montigny-Le-Bretonneux

### Utiliser http://www.nic.fr/zonecheck/ pour verifier vos domaines ###


From ben at oculan.com  Fri Aug 29 11:19:13 2003
From: ben at oculan.com (Benjamin Reed)
Date: Fri, 29 Aug 2003 11:19:13 -0400
Subject: [rt-users] missing content search?
Message-ID: <3F4F6EF1.30806@oculan.com>

Perhaps I'm missing something, but other than custom fields, the search 
page offers searching the following things:

# Owner is
# Requestor email address
# Subject
# Queue
# Priority
# (Created)
# Ticket attachment
# Status
# KnowledgeBase Entry

...how do you search the contents of a comment or reply?  Is that part 
of "Ticket attachment"?



From cubic at acronis.ru  Fri Aug 29 11:28:46 2003
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Fri, 29 Aug 2003 19:28:46 +0400
Subject: [rt-users] Re: [rt-devel] Finer-grained due dates
In-Reply-To: <3F4F6760.5010309@raspberry.co.za>
References: <3F4F6760.5010309@raspberry.co.za>
Message-ID: <3F4F712E.1050200@acronis.ru>

Graeme Pyle wrote:

> Hi folks,
>
> I would like to be able to set the default due date for a queue down 
> to the minute.
>
> I'm planning to patch my RT to allow input of the form of "d h s" 
> (days hours seconds) in the due date input field. Originally I thought 
> I would just compute a number representing a fraction of a day from 
> this input, but I see that the due date field doesn't keep fractions, 
> so I'll probably have to turn that field into a float as well.

You are wrong here look at this
select Due from Tickets where unix_timestamp(Due) > 0 limit 1;
Due
2002-12-06 05:00:00
Also RT::Date module can handle time to seconds precision. You only have 
to add handling of this information in web forms and output code.

>
>
> Does this make sense? Am I missing anything/doing something dumb?
>
> Thanks,
>
> Graeme
>
> P.S. Shall I post a patch back to this list?
>
> _______________________________________________
> rt-devel mailing list
> rt-devel at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-devel





From J.Ritschmann at tiscon.com  Fri Aug 29 12:00:33 2003
From: J.Ritschmann at tiscon.com (Joachim Ritschmann)
Date: Fri, 29 Aug 2003 18:00:33 +0200
Subject: AW: [rt-users] Multiple RT3 Instances on 1 box??
Message-ID: <410A796D112A3643B11B633E8739E11C4C119C@extis.tiscon.com>

Hi,
we have different instances and even different versions of rt
running on one machine. 1.0.5, 2.0.11 and 3.0.4 
So every rt has its one url like
rt-support.host.com
rt-development.host.com
...

One Apache is listening to port 80 and handling lots of
virtual hosts via mod_proxy and ReWriteRules to the other
instances running on ports like 13000, 13100, 13200, ...

All of them work fine, the only problem are the PERL Modules.
When I installed rt 3.0.4 the CPAN module HTML:Mason was
updated to 1.20 so our rt 2.0.x were not running anymore
because they need HTML:Mason 1.05.
We had to downgrade the Parser Module to get everything back.

Ritschi =B-)

> -----Urspr?ngliche Nachricht-----
> Von: Stevo [mailto:checkpoint at ozbergs.com]
> Hey Gurus,
> 
> Another quick question!  Is it possible to run multiple 
> instances of RT3 on
> the same server??  Has anyone done this before??  I want to 
> do it using
> Virtual Host in Apache - seems like it would be possible!
> 
> Thanks
> 
> Stevo


From jesse at bestpractical.com  Fri Aug 29 13:41:49 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 29 Aug 2003 13:41:49 -0400
Subject: [rt-users] Re: lost emails! misconfiguration didn't cause bounces...
In-Reply-To: <w52y8xcei5q.fsf@lame.message.id>
References: <a06001a1bbb7307765ef3@[10.0.1.30]> <a06001a25bb7474a6dba7@[129.94.41.148]> <w52y8xcei5q.fsf@lame.message.id>
Message-ID: <20030829174149.GU24630@fsck.com>



On Fri, Aug 29, 2003 at 08:56:49AM -0400, seph wrote:
> >> I would have expected the messages to have been bounced. I am trying
> >> to understand why they weren't bounced.
> >>
> >> We're using qmail on freebsd. The mechanism for delivery to RT is
> >> via the file /var/qmail/alias/.qmail-support which contains the
> >> following command:
> >>
> >> |/var/qmail/bin/preline /usr/local/rt2/bin/rt-mailgate --queue
> >> support --action correspond
> 
> poking very briefly, it looks like the rt2 rt-mailgate returns an exit
> status of 0, despite the non-existant queue. This is probably a bug,
> but I haven't dug down to see what's exiting.

Which was fixed in the RT3 mailgate.

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


From ajk at iu.edu  Fri Aug 29 15:26:34 2003
From: ajk at iu.edu (Andrew J. Korty)
Date: Fri, 29 Aug 2003 14:26:34 -0500
Subject: [rt-users] Re: Poor performance in upgrade from RT2 to RT3
References: <Pine.OSF.4.33.0308262244370.115961-100000@odin.cair.du.edu>
Message-ID: <87he401d05.fsf@rikers.itso.iu.edu>

I just discovered this query is used by the Mason components that list
the highest priority tickets requested by you (on the Home page) or
by the requestor (on a Ticket page).  We don't really need these, so I
just commented them out.

Unfortunately, loading a ticket still takes 5 seconds or so.

-- 
Andrew J. Korty, Principal Security Engineer, GCIA, GCFA
Office of the Vice President for Information Technology
Indiana University



From mrz at intelenet.net  Fri Aug 29 19:09:15 2003
From: mrz at intelenet.net (matthew zeier)
Date: Fri, 29 Aug 2003 16:09:15 -0700
Subject: [rt-users] template - "couldn't parse head" error - rt3
Message-ID: <000b01c36e82$912bb370$0a16160a@desktop>

My "OwnerChange" template is spewing errors and I'm not sure how to
interpret the error message.

 (/opt/rt3/lib/RT/Template_Overlay.pm:346)
[Fri Aug 29 22:04:03 2003] [error]: error:    couldn't parse head; error
near:
OWNER CHANGE Request #17383 has been given to you on


This template was copied from rt2:

Request #{$Ticket->id} has been GIVEN TO YOU on
{$Transaction->CreatedAsString} by {$Transaction->CreatorObj->RealName}.

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


Where's the error?


--
matthew zeier                        | "Nothing in life is to be feared.
InteleNet Communications, Inc.       |  It is only to be understood."
(949) 784-7904                       |       - Marie Curie



From murphy at genome.chop.edu  Fri Aug 29 19:52:17 2003
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Fri, 29 Aug 2003 19:52:17 -0400
Subject: [rt-users] template - "couldn't parse head" error - rt3
In-Reply-To: <000b01c36e82$912bb370$0a16160a@desktop>
Message-ID: <D2821355-DA7B-11D7-AFF4-0003930D3626@genome.chop.edu>

That happened to me when I created a template that did not have a 
"Subject:" line as the first line of the template.  There should be a 
blank line after the "Subject:" or other header lines.

-Kevin Murphy

>  (/opt/rt3/lib/RT/Template_Overlay.pm:346)
> [Fri Aug 29 22:04:03 2003] [error]: error:    couldn't parse head; 
> error
> near:



From cervin at intelenet.net  Sat Aug 30 14:06:40 2003
From: cervin at intelenet.net (Chance Ervin)
Date: Sat, 30 Aug 2003 11:06:40 -0700
Subject: [rt-users] strange error on give
Message-ID: <OEEPLJFBEIHNGLEOBNOLMENNCAAA.cervin@intelenet.net>

RT3

Requestors: Program fragment delivered error ``RT::Group::EmailsAsString
Unimplemented in T. (template line 9)

Stack:
  [/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm:457]
  [template:9]
  [/opt/rt3/lib/RT/Template_Overlay.pm:389]
  [/opt/rt3/lib/RT/Template_Overlay.pm:315]
  [/opt/rt3/lib/RT/Action/SendEmail.pm:210]
  [/opt/rt3/lib/RT/ScripAction_Overlay.pm:199]
  [/opt/rt3/lib/RT/Scrip_Overlay.pm:394]
  [/opt/rt3/lib/RT/Scrip_Overlay.pm:337]
  [/opt/rt3/lib/RT/Transaction_Overlay.pm:169]
  [/opt/rt3/lib/RT/Ticket_Overlay.pm:3799]
  [/opt/rt3/lib/RT/Ticket_Overlay.pm:3138]
  [/opt/rt3/lib/RT/Interface/Web.pm:1081]
  [/opt/rt3/share/html/Ticket/ModifyAll.html:117]
  [/opt/rt3/share/html/autohandler:182]''

Has anyone seen this before?

-----------------------------
InteleNet Communications Inc.
Chance Ervin - SCSA
Oracle Certified Professional
Lead NOC Engineer

1



From jesse at bestpractical.com  Sat Aug 30 14:32:45 2003
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 30 Aug 2003 14:32:45 -0400
Subject: [rt-users] strange error on give
In-Reply-To: <OEEPLJFBEIHNGLEOBNOLMENNCAAA.cervin@intelenet.net>
References: <OEEPLJFBEIHNGLEOBNOLMENNCAAA.cervin@intelenet.net>
Message-ID: <20030830183245.GD24630@fsck.com>

My bet is :
Whoever upgraded you from RT2, just copied email templates blindly
without taking API changes into account.

	-j

On Sat, Aug 30, 2003 at 11:06:40AM -0700, Chance Ervin wrote:
> RT3
> 
> Requestors: Program fragment delivered error ``RT::Group::EmailsAsString
> Unimplemented in T. (template line 9)
> 
> Stack:
>   [/usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm:457]
>   [template:9]
>   [/opt/rt3/lib/RT/Template_Overlay.pm:389]
>   [/opt/rt3/lib/RT/Template_Overlay.pm:315]
>   [/opt/rt3/lib/RT/Action/SendEmail.pm:210]
>   [/opt/rt3/lib/RT/ScripAction_Overlay.pm:199]
>   [/opt/rt3/lib/RT/Scrip_Overlay.pm:394]
>   [/opt/rt3/lib/RT/Scrip_Overlay.pm:337]
>   [/opt/rt3/lib/RT/Transaction_Overlay.pm:169]
>   [/opt/rt3/lib/RT/Ticket_Overlay.pm:3799]
>   [/opt/rt3/lib/RT/Ticket_Overlay.pm:3138]
>   [/opt/rt3/lib/RT/Interface/Web.pm:1081]
>   [/opt/rt3/share/html/Ticket/ModifyAll.html:117]
>   [/opt/rt3/share/html/autohandler:182]''
> 
> Has anyone seen this before?
> 
> -----------------------------
> InteleNet Communications Inc.
> Chance Ervin - SCSA
> Oracle Certified Professional
> Lead NOC Engineer
> 
> 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
> 

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


From mccallum at nemsys.com  Sat Aug 30 15:05:54 2003
From: mccallum at nemsys.com (Donald A. McCallum)
Date: Sat, 30 Aug 2003 15:05:54 -0400
Subject: [rt-users] RTFM Install error
Message-ID: <C97E2D894A08C8469EF6ED4ED430924C04A664@mail.internal.nemsys.com>

Hello,
I am trying to install the RT-Faq manager plugin and when running make
install I recieve the following error.
 
mkdir `/usr/bin/perl -e'require "/opt/rt3/etc/RT_Config.pm"; print
${$RT::{$ARGV[0]}};' "MasonLocalComponentRoot"`/RTFM
Undefined subroutine &RT::Set called at /opt/rt3/etc/RT_Config.pm line
27.

I have tried pointing this to my RT_SiteConfig.pm as well with the same
result.
Additionally, there is nothing actually at line 27.
 
I am running RedHat 7.3 with RT3.
 
Any clues would be helpfull.
 
Thanks,
-Don McCallum
 mccallum at nemsys.com
 
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From mrz at intelenet.net  Sat Aug 30 15:31:08 2003
From: mrz at intelenet.net (matthew zeier)
Date: Sat, 30 Aug 2003 12:31:08 -0700
Subject: [rt-users] strange error on give
References: <OEEPLJFBEIHNGLEOBNOLMENNCAAA.cervin@intelenet.net> <20030830183245.GD24630@fsck.com>
Message-ID: <002301c36f2d$452526e0$0a16160a@desktop>


> My bet is :
> Whoever upgraded you from RT2, just copied email templates blindly
> without taking API changes into account.

I suspect that was me then and relates to the "couldn't parse head" email I
posted the other day.

This template was copied from rt2.  There's a blank line before "Request #".
I'm guessing it's the Requestor that's causing the error.


Request #{$Ticket->id} has been GIVEN TO YOU on
{$Transaction->CreatedAsString} by {$Transaction->CreatorObj->RealName}.

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




From david at gitman.net  Sat Aug 30 17:43:46 2003
From: david at gitman.net (David Gitman)
Date: Sat, 30 Aug 2003 17:43:46 -0400
Subject: [rt-users] Can't call method "ping" in rt-3-0-5pre6
Message-ID: <E19tDVz-00033k-Om@s022.ionts.net>

I just installed rt-3-0-5pre6. Apache is spitting out the error bellow. A
past states  this has been fixed in rt-3-0-5pre3. Am I overlooking
something? Thanks. David

[Sat Aug 30 17:40:47 2003] [error] [client 66.65.27.100] Can't call method
"ping" on an undefined value at /opt/rt3/lib/RT.pm line 122.!
[Sat Aug 30 17:40:47 2003] [error] [client 66.65.27.100] Can't call method
"ping" on an undefined value at /opt/rt3/lib/RT.pm line 122.!
[Sat Aug 30 17:40:47 2003] [error] [client 66.65.27.100] unable to include
"include/top.html" in parsed file
/var/www/error/HTTP_INTERNAL_SERVER_ERROR.html.var
[Sat Aug 30 17:40:47 2003] [error] [client 66.65.27.100] Can't call method
"ping" on an undefined value at /opt/rt3/lib/RT.pm line 122.!
[Sat Aug 30 17:40:47 2003] [error] [client 66.65.27.100] unable to include
"include/bottom.html" in parsed file
/var/www/error/HTTP_INTERNAL_SERVER_ERROR.html.var




From JChen at paymentone.com  Sat Aug 30 17:57:40 2003
From: JChen at paymentone.com (JChen at paymentone.com)
Date: Sat, 30 Aug 2003 14:57:40 -0700
Subject: [rt-users] rt3 on redhat 9 -  Storable problem
Message-ID: <339335385F9BD511B73600508BE789A001C12BC0@ebimailsvr.ebillit.net>

Hello Malek,
 
I am wondering if you could post the code and do a quick step by step documentation patching storable.pm for us.
 
Thanks!
 
Jonathan Chen
 
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From JChen at paymentone.com  Sat Aug 30 18:05:59 2003
From: JChen at paymentone.com (JChen at paymentone.com)
Date: Sat, 30 Aug 2003 15:05:59 -0700
Subject: [rt-users] Space Allocation for the DB.
Message-ID: <339335385F9BD511B73600508BE789A001C12BC1@ebimailsvr.ebillit.net>

Hello all,
 
I just want to get a general idea as to how much space I should allocate for storing 100 tickets /day * 365 with zero attachments?  Right now, I'm in testing phase for RT 3.0.4 on Rh 9 with Fastcgi and getting positive comments about RT being much better than the current ticketing system.   
 
Lastly, is there a way where I can save all the settings that I've setup for rt3 with all the test tickets deleted and the ticketing system will restart with ticket #1?  I am using Mysql as my DB.
 
Thanks for any of your input.
 
Jonathan Chen
 
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From spc_123 at yahoo.com  Sat Aug 30 18:13:07 2003
From: spc_123 at yahoo.com (Steven Casey)
Date: Sat, 30 Aug 2003 15:13:07 -0700 (PDT)
Subject: [rt-users] help with cfg rt3/apache2
Message-ID: <20030830221307.83791.qmail@web10402.mail.yahoo.com>

forgive my 'newbie-ness'....I managed to install everything, have everything loaded, apache running.
 
If I specify the url as http://servername/, I'll get the apache page where the links work, etc...so I know Apache is ok.  I created a symbolic link in the /var/www/html/ dir which accesses the /opt/rt3/share/html/index.html, since I couldn't access rt3 from anywhere (following the documentation).  
 
Now, if I specify http://servername/index.html, I get the following test displayed:
*******************************************************************
%# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# (Except where explictly superceded by other copyright notices) %# %# 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 software, but in any event can be snarfed %# from www.gnu.org. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General Public License for more details. %# %# Unless otherwise specified, all modifications, corrections or %# extensions to this work which alter its source code become the %# property of Best Practical Solutions, LLC when submitted for %# inclusion in the work. %# %# %# END LICENSE BLOCK <& /Elements/Header, Title=>loc("RT at a glance"), Refresh => $session{'home_refresh_interval'} &> <& /Elements/Tabs, current_toptab
 => '', Title=>loc("RT at a glance") &> <& /Elements/MyTickets &> 
<& /Elements/MyRequests &> 

****************************************************************************

the button is also visible, but not functional.  

What am I missing, or doing wrong?  Do I need to fall back to mod_perl1 and Apache 1.x?

Thanks in advance.  (*hope this time my request makes it to the list as I AM a member)


Regards,

Steven Casey
Oldsmar, Florida
813-818-8097

---------------------------------
Do you Yahoo!?
Yahoo! SiteBuilder - Free, easy-to-use web site design software
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From pdh at snapgear.com  Sun Aug 31 18:47:10 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 1 Sep 2003 08:47:10 +1000
Subject: [rt-users] missing content search?
In-Reply-To: <3F4F6EF1.30806@oculan.com>
References: <3F4F6EF1.30806@oculan.com>
Message-ID: <20030831224710.GA627@moreton.com.au>

Benjamin Reed wrote:
> ...how do you search the contents of a comment or reply?  Is that part 
> of "Ticket attachment"?

It is.
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Sun Aug 31 18:48:11 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 1 Sep 2003 08:48:11 +1000
Subject: [rt-users] help with cfg rt3/apache2
In-Reply-To: <20030830221307.83791.qmail@web10402.mail.yahoo.com>
References: <20030830221307.83791.qmail@web10402.mail.yahoo.com>
Message-ID: <20030831224811.GB627@moreton.com.au>

Steven Casey wrote:
> What am I missing, or doing wrong?  Do I need to fall back to mod_perl1 and Apache 1.x?

No, but it's recommended. People have managed to make mod_perl2 work
but it's unsupported and prone to breakage....
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Sun Aug 31 18:50:32 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 1 Sep 2003 08:50:32 +1000
Subject: [rt-users] Problem with RT3 and FastCGI
In-Reply-To: <1275A224C449D4119CE900508B6FF0B30AC37F17@dewdfx20.wdf.sap.corp>
References: <1275A224C449D4119CE900508B6FF0B30AC37F17@dewdfx20.wdf.sap.corp>
Message-ID: <20030831225032.GC627@moreton.com.au>

Fellhauer, Torsten wrote:
> I got a problem with RT 3.0.4 and Apache using FastCGI. Approx. once
> a day RT isn't working anymore and I get the error message below if I
> try to access RT.

MySQL "morning bug". The latest 3.0.5 prerelease contains code to
mitigate this.
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances


From pdh at snapgear.com  Sun Aug 31 18:55:07 2003
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 1 Sep 2003 08:55:07 +1000
Subject: [rt-users] RT/Apache/FastCGI; page source displayed raw, not interpreted
In-Reply-To: <1062022056.0c101299abb0d@webmail.spamcop.net>
References: <1062022056.0c101299abb0d@webmail.spamcop.net>
Message-ID: <20030831225507.GD627@moreton.com.au>

Lydia Bell wrote:
> RT 3.0.4
> Apache 2.0.47
> mod_fastcgi 2.4.0
> suidperl 5.8.0
> 
> Alias /rt/NoAuth/images/ "/usr/local/rt3/share/html/NoAuth/images/"
> Alias /rt "/usr/local/rt3/share/html"
> ScriptAlias /rt/ "/usr/local/rt3/bin/mason_handler.fcgi/"
> 
> <Location /rt>
>    RedirectMatch permanent (.*)/$ http://my.hosts.fqdn$1/index.html
> </Location>

That redirect shouldn't be needed with FastCGI; it's a workaround
for mod_perl2 breakage AFAIK. The "Alias /rt" might also break you.

-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances